oriental bank of commerce - request for proposal for selection … · 2018-04-05 · rfp for...

RFP for Selection of Vendor for Supply, Implementation and

Maintenance of Lead Management System

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Tender Number: OBC/HO/DIT/LMS/RFP-119/2016-17 Date: 09/11/2016

Request for Proposal

For Selection of Vendor for Supply, Implementation and


Oriental Bank of Commerce

Department of Information Technology,

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

Tel. no.: 0124-4176841, 4126116

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

Date: 09/11/2016



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General Details

Tender No. OBC/HO/DIT/LMS/RFP-116/2016-17

Department Name Department of Information Technology

Scope of Work Supply, Implementation and Maintenance of Lead Management System

Tender Details Request for Proposal for Selection of Vendor for Supply, Implementation and Maintenance of Lead Management System

Mode of Tender Online and Offline

Tender Type Open

Type of Contract Supply & Service

Bidding Type Indigenous

Consortium Not Allowed

Download Tender Documents Allowed Online

Purchaser Location Pan India

Base Currency Indian Rupee

Key Dates

Document Download Start Date & Time 09/11/2016 from 2:00 PM onwards

Document Download End Date & Time 30/11/2016 till 3:00 PM

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

16/11/2016 till 5:00 PM

Pre-Bid Meeting (Location) Department of Information Technology Corporate Office Oriental Bank of Commerce Plot No. 5, Sector 32, Gurgaon – 122001

Pre-Bid Meeting (Time) 21/11/2016 at 3:00 PM

Last Date & Time for Online Bid Submission 30/11/2016 till 3:00 PM

Last Date & Time for Physical Bid Submission 30/11/2016 till 3:00 PM

Date & Time of Eligibility and Technical Bid Opening

30/11/2016 at 4:00 PM

Bid Validity Period (in days) As per tender document

Price validity and empanelment duration As per tender document

Documents to be submitted physically Eligibility Criteria (and supporting documents)

Technical Bid (and supporting documents)

Commercial Bid

Participation Fee DD (if applicable)

EMD

Tender Activity Configuration

Mode of appointment/ Purchase Order Offline

Mode of Document fees payment Offline



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Mode of EMD Payment Offline

Payment Details

Participation Fees (Rs.) Rs. 20,000/ - (Rupees Twenty thousand only) (Exempt for MSE vendors, upon submission of MSE certificate copy)

EMD Amount (Rs.) Rs. 10,00,000/ - (Rupees Ten lakhs only) (Exempt for MSE vendors, upon submission of MSE certificate copy)

Performance Bank Guarantee (for successful bidder)

Eligibility Criteria As per RFP document

General Terms and Conditions Other Details

1 The bidders must fulfil the eligibility criteria to be able to bid.

2 The terms and conditions for the bidders who participate in this RFP are specified in the Section named “Terms and Conditions”. Responding to this RFP and submission of the bid by the Bidder will be deemed as consent from the Bidder to all the terms and conditions mentioned in this RFP document and the contents of the RFP along with the Annexure(s)/ Appendices, clarifications issued, if any, will be contractually binding on the bidders. All these terms and conditions and the contents of the RFP along with the Annexure(s)/ Appendices, clarifications issued will form the part of the purchase orders/ any resulting contracts, to be issued to the successful bidder/s from time to time as an outcome of this RFP Process.

3 The EMD and Bank Draft on account of participation fees along with a physical copy of the tender offer along with all supporting documents as stated in Annexure 13: Submission Check List must be received at the following address before the date and time of submission of bid.

The Deputy General Manager Department of Information Technology Corporate Office, Oriental Bank of Commerce Plot No. 5, Sector 32, Gurgaon – 122 001 Phone: 0124 – 4176841/ 4126116 Other Details : E-mail: [email protected]

4 The bidders may mail their queries and suggestions for any changes required to be made in the bid document through e-mail on [email protected] on or before the



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date specified above. The changes made based on the suggestions and clarifications of queries shall be uploaded on the Bank’s corporate website https://www.obcindia.co.in and shall be deemed to be part of the RFP document.

5 The subject of the e-mail containing the bid queries should be given as “Bid queries for RFP Ref. No. OBC/HO/DIT/LMS/RFP-119/2016-17”.

6 No suggestions or queries shall be entertained after the last date for receipt of queries via e-mail as stated above.

Information for Online Participation

This Tender will follow e-Tendering process [e-bids] as under which will be conducted by Bank’s authorized e-Tendering Service Provider M/s C1 India Pvt. Ltd. through Website https://obc.eproc.in. Following activities will be conducted online through above website:

a) Submission of Technical Bid & Commercial Bid by the Vendor

b) Opening of Technical Bid & Commercial Bid by the Bank

c) Clarification, if any, sought by the Bank.

d) On-line evaluation by the Bank.

Representatives of Vendors will be given training for e-Tendering by the Service Provider, M/s C1 India Pvt. Ltd.

Bidders who wish to participate in online tenders will have to register with the website

(https://obc.eproc.in) through the "Registration" link provided on the home page. Bidder

will create login id & password on their own in registration process.

Following facilities shall be provided to registered bidders/ vendors by the service provider

M/s C1 India Pvt. Ltd:

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

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

c) Registration with the e-tendering website. d) User Manual/ Training Kit to the Vendor/ Contractor. e) Any no. of users of Vendor/ Contractor organization can take training on the e-tendering

system. f) Bidder who wish to participate in this tender need to procure Digital Signature Certificate

(for Encryption) as per Information Technology Act-2000 using that they can digitally sign their electronic bids. Bidders can procure the same from any of the CCA approved certifying agencies, or they may contact M/s C1 India Pvt. Ltd. at below mentioned address and they will assist them in procuring the same. Bidders who already have a valid Digital Signature



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Certificate need not to procure the same. In case bidders need any clarification regarding online participation, they can contact,

C1 India Pvt. Ltd

Plot no. 301, 1st Floor,

Udyog Vihar Phase - 2,

Gurgaon (India) – 122015

Tel: +91-124-4302000

Help Line: +91-124-4302033, +91-124-4302036, +91-124-4302037

Email : [email protected]

Website : http://www.c1india.com

g) Bidders who wish to participate in e-Tender need to fill data in predefined forms of RFP,

Technical, Price bid available in respective tender only.

h) Bidder should upload scanned copies of reference documents in support of their

eligibility of the bid and as per the instructions given in tender documents

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



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Disclaimer

The information contained in this RFP document or any information provided subsequently to bidder(s)

whether verbally or in documentary form by or on behalf of the Bank is provided to the bidder(s) on the

terms and conditions set out in this RFP document and all other terms and conditions subject to which

such information is provided. This RFP is neither an agreement nor an offer and is only an invitation by

Bank to the interested parties for submission of bids. The purpose of this RFP is to provide the bidder(s)

with information to assist the formulation of their proposals. While effort has been made to include all

information and requirements of the Bank with respect to the solution requested, this RFP does not claim

to include all the information each bidder may require. Each bidder should conduct its own investigation

and analysis and should check the accuracy, reliability and completeness of the information in this RFP

and wherever necessary obtain independent advice. The Bank makes no representation or warranty and

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

completeness of this RFP. The Bank may in its absolute discretion, but without being under any obligation

to do so, update, amend or supplement the information in this RFP.



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1 Table of Contents

1 INVITATION FOR TENDER OFFER .................................................................. 12

1.1 PURPOSE OF THIS DOCUMENT ........................................................................................................................................... 12

1.2 DURATION OF CONTRACT ................................................................................................................................................. 12

2 STRUCTURE OF THE RFP ................................................................................... 13

2.1 RFP .............................................................................................................................................................................. 13

2.2 ANNEXURE SEEKING RESPONSE FOR EVALUATION ............................................................................................................... 13

3 ELIGIBILITY CRITERIA ...................................................................................... 14

4 INTRODUCTION .................................................................................................... 16

4.1 ABOUT THE BANK ............................................................................................................................................................ 16

4.2 EXISTING IT SETUP ........................................................................................................................................................... 16

5 SCOPE OF WORK .................................................................................................. 17

5.1 FUNCTIONAL OVERVIEW ................................................................................................................................................... 17

5.2 SUPPLY OF SOFTWARE LICENSES ........................................................................................................................................ 21

5.3 SIZING OF HARDWARE ...................................................................................................................................................... 22

5.4 IMPLEMENTATION TIMELINE ............................................................................................................................................. 24

5.5 TRAINING ....................................................................................................................................................................... 28

5.6 APPLICATION MANAGEMENT SERVICES .............................................................................................................................. 30

6 EVALUATION PROCESS ...................................................................................... 31

6.1 OBJECTIVE OF THE EVALUATION PROCESS............................................................................................................................ 31

6.2 NORMALIZATION OF BIDS.................................................................................................................................................. 31

6.3 TECHNICAL EVALUATION PROCESS ..................................................................................................................................... 32

6.3.1 Preliminary Examination of Offers ....................................................................................................................... 32

6.3.2 Technical Bid Evaluation Criteria .......................................................................................................................... 32

6.4 COMMERCIAL EVALUATION PROCESS ................................................................................................................................. 36

6.5 KEY GUIDELINES .............................................................................................................................................................. 37

7 SERVICE LEVEL AVAILABILITY AND MONITORING ............................... 38

7.1 Terminologies used and requirements ...................................................................................................................... 38

7.2 Level classifications ...................................................................................................................................................... 39

7.3 Service levels ................................................................................................................................................................. 44

7.4 Availability measurements ......................................................................................................................................... 45



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7.5 Performance measurements ...................................................................................................................................... 46

7.6 Application Implementation ....................................................................................................................................... 49

7.7 Problem Management ................................................................................................................................................ 51

7.8 Penalties ........................................................................................................................................................................ 51

7.8.1 Penalties for Delayed Implementation .................................................................................................................. 52

7.8.2 Other Penalties .......................................................................................................................................................... 52

8 TERMS AND CONDITIONS .................................................................................. 54

8.1 GENERAL TERMS AND CONDITIONS .................................................................................................................................... 54

8.2 APPLICATION .................................................................................................................................................................. 54

8.3 STANDARDS .................................................................................................................................................................... 54

8.4 GOVERNING LANGUAGE ................................................................................................................................................... 55

8.5 APPLICABLE LAW ............................................................................................................................................................. 55

8.6 NOTICE .......................................................................................................................................................................... 55

8.7 APPLICATION SOFTWARE AND DRIVERS............................................................................................................................... 55

8.8 RIGHT TO ALTER QUANTITIES ............................................................................................................................................ 55

8.9 CONTRACT AGREEMENTS ................................................................................................................................................. 55

8.10 USE OF CONTRACT DOCUMENTS AND EXECUTION ................................................................................................................ 56

8.11 INDEMNITY ..................................................................................................................................................................... 56

8.12 CANCELLATION OF CONTRACT AND COMPENSATION ............................................................................................................. 56

8.13 EARNEST MONEY DEPOSIT ............................................................................................................................................... 57

8.14 PERFORMANCE BANK GUARANTEE .................................................................................................................................... 58

8.15 RESOLUTION OF DISPUTES ................................................................................................................................................ 58

8.16 DELAYS IN BIDDER’S PERFORMANCE ................................................................................................................................... 59

8.17 LIQUIDATED DAMAGES..................................................................................................................................................... 59

8.18 FORCE MAJEURE ............................................................................................................................................................. 60

8.19 AUDITS .......................................................................................................................................................................... 60

8.20 PRICES ........................................................................................................................................................................... 61

8.21 PROFESSIONAL FEES / CHARGES ........................................................................................................................................ 62

8.22 EXPENSES AND TAXES ....................................................................................................................................................... 62

8.23 NON-NEGOTIABILITY ON RFP ............................................................................................................................................ 63

8.24 ASSIGNMENT .................................................................................................................................................................. 63

8.25 SUBCONTRACTING ........................................................................................................................................................... 63

8.26 LIMITATION OF LIABILITY ................................................................................................................................................... 63

8.27 CONTRACT PERIOD .......................................................................................................................................................... 64

8.28 DELAYS IN DESIGN, IMPLEMENTATION AND PERFORMANCE GUARANTEE ................................................................................. 65

8.29 PUBLICITY ....................................................................................................................................................................... 65

8.30 PRIVACY AND SECURITY SAFEGUARDS ................................................................................................................................. 65



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8.31 CONFIDENTIALITY ............................................................................................................................................................ 66

8.32 ADHERENCE TO TERMS AND CONDITIONS ........................................................................................................................... 66

8.33 EXECUTION OF CONTRACT AND NDA ................................................................................................................................. 66

8.34 SUCCESSFUL BIDDER’S PERSONNEL .................................................................................................................................... 66

8.35 OTHER TERMS AND CONDITIONS ....................................................................................................................................... 67

8.36 SUBSTITUTE OF PROJECT TEAM MEMBERS .......................................................................................................................... 67

8.37 PROFESSIONALISM ........................................................................................................................................................... 67

8.38 INTEGRITY PACT .............................................................................................................................................................. 67

8.39 ADHERENCE TO LAWS AND STANDARDS .............................................................................................................................. 68

8.40 AUTHORIZED SIGNATORY .................................................................................................................................................. 68

8.41 APPLICABLE LAWS AND JURISDICTIONS ................................................................................................................................ 68

8.42 COLLUSIVE CONDUCT ....................................................................................................................................................... 68

8.43 UNLAWFUL INDUCEMENTS................................................................................................................................................ 69

8.44 CONFLICT OF INTEREST ..................................................................................................................................................... 69

8.45 EXIT MANAGEMENT ........................................................................................................................................................ 69

8.46 TRANSFER OF AGREEMENTS .............................................................................................................................................. 69

8.47 PAYMENT TERMS ............................................................................................................................................................ 70

8.47.1 Fees for FM Manpower .................................................................................................................................... 70

8.47.2 LMS Software and implementation ................................................................................................................. 70

8.47.3 Training Costs ................................................................................................................................................... 70

8.47.4 Other Payment Terms ...................................................................................................................................... 70

9 INSTRUCTIONS TO BIDDERS ............................................................................ 72

9.1 THREE-STAGE BIDDING PROCESS ........................................................................................................................................ 72

9.2 TECHNICAL BID ............................................................................................................................................................... 73

9.3 COMMERCIAL BID ........................................................................................................................................................... 73

9.4 SUBMISSION OF BIDS ....................................................................................................................................................... 73

9.5 SEALING AND MARKING OF BID ......................................................................................................................................... 74

9.6 LATE BIDS ...................................................................................................................................................................... 75

9.7 OPENING OF BIDS ............................................................................................................................................................ 75

9.8 CLARIFICATION OF BIDS .................................................................................................................................................... 76

9.9 ADDRESS FOR COMMUNICATION ....................................................................................................................................... 76

9.10 TECHNICAL PROPOSAL CONTENT ....................................................................................................................................... 76

9.11 NON-TRANSFERABLE TENDER ........................................................................................................................................... 77

9.12 SOFT COPY OF TENDER DOCUMENT ................................................................................................................................... 77

9.13 BID VALIDITY PERIOD ........................................................................................................................................................ 77

9.14 PRE BID MEETING ............................................................................................................................................................ 77

9.15 REJECTION OF BIDS .......................................................................................................................................................... 77

9.16 BUSINESS RULES FOR REVERSE AUCTION .............................................................................................................................. 78



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9.16.1 Applicability ....................................................................................................................................................... 78

9.16.2 Compliance/Confirmation from Bidder ........................................................................................................... 78

9.16.3 Training to bidders ............................................................................................................................................ 78

9.16.4 Date/time of reverse auction ........................................................................................................................... 78

9.16.5 Conduct of Reverse Auction ............................................................................................................................. 79

9.16.6 Proxy Bid ........................................................................................................................................................... 79

9.16.7 Transparency in Bids ......................................................................................................................................... 79

9.16.8 Masking of Names ............................................................................................................................................ 79

9.16.9 Start Price .......................................................................................................................................................... 79

9.16.10 Decremented Bid Value .................................................................................................................................... 80

9.16.11 Reverse Auction Process ................................................................................................................................... 80

9.16.12 Changes in Business Rules ................................................................................................................................ 80

9.16.13 Don’ts applicable to the Bidders ...................................................................................................................... 80

9.16.14 Errors and omissions ........................................................................................................................................ 81

9.17 AWARD OF CONTRACT ..................................................................................................................................................... 81

9.18 SIGNING OF CONTRACT .................................................................................................................................................... 81

9.19 LEGAL COMPLIANCE ......................................................................................................................................................... 81

9.20 AMENDMENT TO CONTRACT ............................................................................................................................................. 82

10 LIST OF ABBREVIATIONS .................................................................................. 83

11 ANNEXURE .............................................................................................................. 84

11.1 ANNEXURE 1: FUNCTIONAL AND TECHNICAL SPECIFICATIONS ................................................................................................. 84

11.2 ANNEXURE 2: BANK GUARANTEE PERFORMA FOR EARNEST MONEY DEPOSIT (EMD) .............................................................. 85

11.3 ANNEXURE 3: TECHNICAL BID FORMAT ............................................................................................................................... 87

11.4 ANNEXURE 4: COMMERCIAL COMPLIANCE CERTIFICATE ........................................................................................................ 89

11.5 ANNEXURE 5: PROPOSED AGENCY PROFILE ......................................................................................................................... 91

11.6 ANNEXURE 6: CONFIRMATION OF TERMS AND CONDITIONS .................................................................................................. 92

11.7 ANNEXURE 7: TENDER OFFER COVER LETTER ...................................................................................................................... 93

11.8 ANNEXURE 8: PROPOSED TEAM PROFILE ............................................................................................................................ 95

11.9 ANNEXURE 9: MANUFACTURER’S AUTHORIZATION FORM...................................................................................................... 96

11.10 ANNEXURE 10: PERFORMANCE BANK GUARANTEE FORMAT ................................................................................................. 98



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11.11 ANNEXURE 11: COMPLIANCE STATEMENT ........................................................................................................................ 102

11.12 ANNEXURE 12: PROPOSED RESOURCE PROFILE ................................................................................................................... 104

11.13 ANNEXURE 13 SUBMISSION CHECK LIST ........................................................................................................................... 105

11.14 ANNEXURE 14: CONFIRMATION OF ELIGIBILITY .................................................................................................................. 106

11.15 ANNEXURE 15: COMMERCIAL BILL OF MATERIALS ............................................................................................................. 108

11.16 ANNEXURE 16: PRE BID QUERY FORMAT ......................................................................................................................... 109

11.17 ANNEXURE 17: BID UNDERTAKING LETTER ....................................................................................................................... 110

11.18 ANNEXURE 18: INTERFACE REQUIREMENTS ....................................................................................................................... 112

11.19 ANNEXURE 19: RESOURCE DEPLOYMENT PLAN DURING IMPLEMENTATION PHASE ................................................................. 113

11.20 ANNEXURE 20: LMS PRODUCT VENDOR UNDERTAKING ..................................................................................................... 114

11.21 ANNEXURE 21: INTEGRITY PACT ...................................................................................................................................... 115

11.22 ANNEXURE 22: NON-DISCLOSURE AGREEMENT ................................................................................................................ 122

11.23 ANNEXURE 23: LMS WORKFLOWS ................................................................................................................................. 127



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1 Invitation for Tender Offer

Oriental Bank of Commerce (the “Bank”) invites sealed tenders for Technical bid (offline as well as

online) and Commercial bid (offline as well as online) from eligible bidders to supply, implement and

maintain a Lead Management System as per the requirements mentioned in this RFP.

In this RFP, the term “bidder” refers to the primary bidder responsible for delivering products/ services

mentioned in the scope of work.

The complete set of tender documents may be purchased by a bidder on payment of a non-

refundable fee of INR 20,000/ - (Rupees Twenty thousand only) by Demand Draft/ Banker’s cheque (from

any SCB/ Nationalized Bank apart from Oriental Bank of Commerce) in favour of ‘Oriental Bank of

Commerce’, payable at Gurgaon.

The bidders are advised to note the following:

1 Bidders who download the tender documents from the website, will be required to submit the tender fee along with their responses (if not submitted earlier).

2 Representatives of bidders who attend the pre-bid meeting are required to carry DD for the tender fees (in case the tender document has not been purchased already), an authorization document of the company and an identity card for attending the meeting.

3 Bidders are required to submit Bank Guarantee towards Earnest money Deposit (EMD). It should be submitted along with confirmation of Eligibility Criteria in a separate envelope, as stated in Section 8: Terms and Conditions of this RFP. For more details on EMD please refer to Section 8.13 (Earnest Money Deposit).

4 Tender offers will be opened in the presence of the bidder’s representatives who choose to attend the opening of the responses at the specified date, time and place. The representatives are required to carry an authorization document of the company and an identity card for attending the meeting.

5 Technical Specifications, Bill of Material documents, Terms and Conditions and various formats for submitting the tender offer are described in the tender document and Annexure.

6 MSE bidders are exempt from tender participation fee and EMD, only on the condition of submission of copy of MSE classification certificate.

1.1 Purpose of this Document

The Bank wishes to implement a Lead Management System. Accordingly, the Bank invites technical and

commercial proposals from eligible bidders, having proven past experience and competence in

implementation of Lead Management System.

1.2 Duration of Contract

The contract period for supply, implementation and maintenance of Lead Management System will be 3

years.



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2 Structure of the RFP

2.1 RFP

This RFP document consists of the following information:

1 Overview of services to be provided by selected bidder including the scope of work;

2. Technical and commercial evaluation methodology which shall be followed to select the successful bidder; and

3. Terms and conditions for this RFP, subject to the Bank entering into a separate contract after selecting the bidder, which shall detail the terms and conditions thereof.

2.2 Annexure Seeking Response for Evaluation

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

Annexure Number Name of the Annexure

Annexure 1 Functional & Technical Specifications

Annexure 2 Bank Guarantee Performa for Earnest Money Deposit (EMD)

Annexure 3 Technical Bid Format

Annexure 4 Commercial Compliance Certificate

Annexure 5 Proposed Agency Profile

Annexure 6 Confirmation of Terms and Conditions

Annexure 7 Tender Offer Cover Letter

Annexure 8 Proposed Team Profile

Annexure 9 Manufacturer’s Authorization Form

Annexure 10 Performance Bank Guarantee Format

Annexure 11 Compliance Statement

Annexure 12 Proposed Resources

Annexure 13 Submission Checklist

Annexure 14 Confirmation of Eligibility

Annexure 15 Commercial Bill of Materials

Annexure 16 Pre Bid query format

Annexure 17 Bid Undertaking Letter

Annexure 18 Interface Requirements

Annexure 19 Resource Deployment Plan during Implementation Phase

Annexure 20 LMS Product Vendor Undertaking

Annexure 21 Integrity Pact

Annexure 22 Non-Disclosure Agreement

Annexure 23 LMS Workflows



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3 Eligibility Criteria

Only those bidders (SI) along with product/ OEM vendors who fulfil the following criteria are eligible to

respond to the RFP. Offers received from the bidders (SI/OEM) who do not fulfil any of the following

eligibility criteria are liable to be rejected.

Either bidder on behalf of OEM or OEM itself can bid but both cannot bid simultaneously for the same

solution for this RFP. If OEM is submitting the response to this RFP as Bidder, then they have to meet

Eligibility Criteria mentioned under the header 'For Bidder' in below mentioned table.

The terms “leads”, “contacts” and “prospects” have been used interchangeably in this RFP document.

S.No. Eligibility Criteria Supporting Documents

For bidder

1 The Bidder should be a Government Organization / PSU / PSE or a public / private limited company registered in India

Certificate of Incorporation

2 The bidder should have been in existence for a minimum period of five years in India.


3 The minimum annual turnover of Bidder should not be less than INR 2 crore in IT Products, services and implementation in each of the past 3 years in India

Audited Financial Statements for the financial years 2013-14, 2014-15, 2015-16 And CA certificate

4 Should have a positive net worth per annum for at least two out of last three (3) financial years in India Net worth is to be calculated as follows: Capital Funds (Paid up equity capital + Paid up preference shares + Free reserves) – (Accumulated balance of loss + Balance of deferred revenue expenditure + Other intangible assets).

CA Certificate confirming the Net Worth for the last 3 Financial years. The CA certificate provided in this regard should be without any riders or qualification.

5 The bidder should not be black-listed by any Public Sector Bank, RBI/ NHB, any PSU or IBA at the time of submission of bid. The Bidder must certify to that effect.

Self-Declaration on Bidder’s letter head signed by the authorized signatory

6 The bidder should have implemented Lead Management System in 3 BFSI including at least 1 implementation in India.

1. Relevant Credential letters OR 2. Purchase Order from the Bank / Contract along with completion certificate

For OEM

7 The proposed Lead Management System should be live in at least 3 BFSI including at least 1 implementation in India.

1. Relevant Credential letters OR



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S.No. Eligibility Criteria Supporting Documents

2. Purchase Order from the Bank / Contract along with completion certificate

Note:

Bidders need to ensure compliance to all the eligibility criteria points.

For the eligibility criteria, OEM vendor implies the IPR owner of software application of Lead Management System as per the scope of this RFP.

The Bank may get the audited financial statements and CA certificates vetted by independent monitors.

Purchase orders without relevant organization’s confirmation through a completion letter will not be considered as implementation certificate from the client.

Proposed application implementation experience need not be on the current product version proposed.

In case of corporate restructuring of a company, certificate of incorporation, audited financial statements and credentials prior to such restructuring should be furnished.



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4 Introduction

4.1 About the Bank

Oriental Bank of Commerce is a Public Sector Bank in India having its Corporate Office at Plot No. 5, Sector

32, Institutional Area, Gurgaon – 122001 (Haryana), India (hereafter referred to as “Bank” or “the Bank”)

has national presence through approximately 2361 branches and 2561 ATMs spread across the country.

The bank desires to procure a Lead Management System. The successful bidder shall be responsible for

supply, overall implementation and maintenance of Lead Management System across the Bank.

4.2 Existing IT Setup

As on the date of release of RFP, all branches of OBC are computerized and connected to a core banking system. Following is an indicative list of applications that are currently available at all the branches of the bank:

1 Finacle – Core Banking Solution

2 CRisMAC – Data entry and reporting tool

4. IMACS – Bank’s risk rating system

5. HRMS – Human Resource Management System

6. Loan Origination System

These applications are hosted out of bank’s DC and DR at Navi Mumbai and Delhi respectively.

Indicative list of applications that OBC may implement/procure in near future (not comprehensive)

1. Document Management Solution

2. Enterprise GL

3. Integrated Risk Management Solution

4. Asset Liability Management System

5. Data Warehouse

6. Business Process Management Tool

The bank is currently using the following bandwidth for network connectivity

Connection Type Bandwidth

VSAT 32 and 64 kbps

Leased Line 64, 128, 256, 512 and 2 Mbps

ISDN (as backup) 128 kbps



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5 Scope of Work

The proposed Lead Management System should comprise of the following indicative list of modules:

Lead Lifecycle Management

Post proposal Workflow Management

Lead logging for Loan Products, Retail and Institutional CASA

Dashboard: Performance, Targets, Leader Board

Lead Transfer

Bulk Upload of Leads

Sales Toolkit (including videos, brochures, FAQ, forms, etc.)

Accessibility on Handheld devices (all OS)

Lead Classification – hot, cold, etc.

Alerts and notifications

Lead Scoring

Report generation

Capturing leads from external sources

Each of the abovementioned modules/functionalities is detailed in the below sections –

5.1 Functional Overview

The Bidder should include following modules, but not limited to, as a part of Lead Management System to be implemented at the Bank – Performance and Incentive Management, Lead Service/Case Management, Workflow Management, Analytics and Reporting, etc.

The proposed LMS solution should be highly workflow driven with configurable and parameterized workflow design capabilities to meet the current and future business and functional requirements of the Bank.

In addition to the functional and technical requirements listed by the Bank, Bidder is required to bring in global best practices prevalent in LMS solution implementations in the BFSI industry.

The Bank is in process of procuring separate social media solution and the Bidder is expected to integrate the proposed LMS solution with the procured social media solution.

The Bidder shall follow mandates prescribed in Information Technology (IT) and Information Security (IS) policies of the Bank on an on-going basis as a minimum and “Supplier Relationships” domain in specific. Other controls like Acceptable Usage Policy, etc. on case to case basis must be adhered to by the Bidder.

The entire setup including processes adopted for LMS by OEM and Bidder would be reviewed from Information Security angle like Vulnerability Assessment, Penetration Testing, Application Security Review, Code Review, Network Security Review, BCP, compliance with Bank specific IT & IS policies and Regulatory mandates, etc. Details of IT & IS policies would be shared with the successful Bidder at later stage.

The proposed solution shall be the central access point for all interactions and relationships, with comprehensive and easily accessible on-line help facilities to the application users.

The proposed solution must support multiple communication devices such as handheld computers, etc. and enable user access prospect data anytime, anywhere.



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User – enablement

The solution should be configured to load all the pertinent information about a lead and share it with all the integrated applications to reduce re-keying.

The solution should be configured to implement workflows to remove the need for users to remember which applications to look into for different kinds of information.

The users should be able to access Sales Toolkit, add Leads, manage Leads, add/modify Leads, and check Meeting/Alert notifications.

Targets should be displayed as per product categories such as Institutional CASA, Retail Advances, MSME Advances and Third party products including sub-products. Indicative workflows related to the product categories has been given in Annexure 23.

Performance charts should be displayed for the information such as – Actual performance of the user, number of leads generated, value of leads identified, conversion rate, etc.

Leader board to be visible indicating performance of users in terms of achieved vs. target for a product category (CASA, Retail Advances, MSME Advances, Third party products including sub-products). User should be capable of moving across screens to see leader board for different product categories.

Monitoring of targets and performance of all underlying clusters/branches should be available to the Cluster Monitoring Office and Head Office.

Targets for cluster offices will be defined as the sum of all underlying cluster / branch offices.

Administrator – enablement

Administrator module of the proposed solution must have privilege rights for:

Addition / Modification / Deletion of users for different roles including Admin.

Transfer of leads

Facility to upload brochures, videos, checklists, forms, FAQ, etc. for User Sales Toolkit

Import / add / view list of CMOs, Clusters and Branches

Import / add / view list of LMS application users

Generate password for LMS application users

View / Export information pertaining to leads

Import and upload bulk leads

Define / modify targets

Import / add / modify product categories and products

Calculate performances

Activate / de-activate users

Dashboards and Reporting Requirements

The proposed solution must provide dashboards and reports as per Bank’s requirements based.

Dashboards must provide easy-to-understand information to the users by displaying graphs, charts, etc.



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Indicative list of information to be configured for consumption on dashboards/reports includes the following (but not limited to):

Performance of users in terms of actual performance against targets on the basis of number of leads captured and value of leads converted

Performance of users across product categories – monthly / quarterly / yearly, as well as YTD (Year to date)

For Cluster Sales team and branches - Selecting any product category would display performance and targets split across different products under that category.

For CMOs or HO - Selecting any product category would give option to select data representation based on the following parameters:

Cluster/branch (Option to choose clusters/branches as well as consolidated dashboards/reports)

Product (Option to represent against performance/target for different products)

Display performance and targets for that cluster/branch

Pipeline Summary

Display summary (count) of active leads across different categories - Open, Contacted, Qualified, Demo, Proposal.

Display summary (count) of inactive leads across different categories - Converted, Cancelled, Abandoned.

User to be capable of checking break-up of the count as per clusters, by selecting lead count under any category.

Leader Board

Display the list of all users in decreasing order of performance in terms of achieved vs. target for a product category (CASA, Retail Advances, MSME Advances, Third Party Products).

Leader boards should be available for different product categories.

Sales Toolkit Management

Separate Toolkits should be available for various products under CASA, Retail Advances, MSME Advances, Third Party Products.

Type of content available in User Sales Toolkit:

Brochures

Videos

Checklists and Forms

FAQs

Options to access the content:

Download

Play

Share via communication media such as SMS, E-mail, WhatsApp, etc.

Lead Management

Based on business rules, user should have option to –



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Add Leads

Following information to be captured from the user (This is an indicative list, the final list will be decided as per discussions with successful vendor):

Name

Contact number

Product Category and Product

Address

Email ID

If existing customer, details to be fetched from integrated systems – customer ID, etc.

Business Card photo

Each lead entry should cover the following fields:

Branch Name and Branch Code (to be captured on the basis of employee ID being linked to branch ID)

Notes (notes may be on meetings scheduled, etc.)

Lead Creator

Lead Assigned to

Timestamp of lead creation

Timestamp of last edit/update

Next meeting time

Account

Amount

Lead Closing date

Existing customer or not

Business Card image link

Lead logging

Option to log lead by taking a picture of the lead logging form

OCR functionality to be provided for recognizing data from the lead logging form

Change status of the leads

User may select one or multiple leads at one point of time

Status can be any one of the following – Open, Contacted, Qualified, Demo, Proposal, Converted or Cancelled

Save / Withdraw functionality

Edit / Modify lead information

User may select only single lead at one point of time

Fields may be edited/modified for each lead entry

Transfer leads

User may select one or multiple leads at one point of time

User can select Vertical or CMO or Cluster or Team or Person to whom leads need to be transferred

New leads would be automatically assigned to intended user based on the business rules

Add meetings for a single lead. Meeting details to be added – Agenda, Date, Time, Notes

Check alerts and notifications. Top alerts and recent meetings to be displayed.



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Miscellaneous

Bulk Upload of Lead Information – Option available only for CMOs, Head Office and Administrator. This bulk upload may be done by importing data from Excel sheets, etc.

Lead logging from external sources such as social media, digital advertisements, etc. as well as net banking, mobile banking, ATMS, and other bank-specific platforms to be incorporated.

Business Rules

The implementation should include business logic definition required for providing single lead view.

Rules based business processing should be completed. The implementation shall enable business rules to be easily changed, as and when required by the Bank.

The solution implementation of business logic must be independent of any existing application logic.

Password rules should be clearly defined.

Business Rules for changing status of leads, transferring of leads, bulk upload of data on leads, export of leads, lead-logging from external sources, defining and modifying leads, calculation of performance-based incentives, activation/de-activation of users, etc. should be decided on mutual agreement with the Bank.

Audit Trails and Logging

The proposed solution should be configured to provide audit trail facility to track the agent’s activities on cases logged.

The proposed application should be configured to track response time for handling calls / queries.

The proposed application should be configured to gather and analyze data related to handling of issues, to help determine future strategies.

The proposed application should be configured to provide the standardized template response to certain typical queries / requests.

Security

Proposed solution must have provision to set up access rights of users for every option / action in the system.

Proposed solution must have provision to set up access rights for field level for addition, modification, deletion and view.

Proposed solution must have provision to have privileged access for the import/add/modify actions for product categories / products / targets / performance-rules / rules for transfer of leads / activation of users / de-activation of users, etc.

5.2 Supply of Software Licenses

The bidder shall supply a complete Lead Management System to meet the functional and technical

requirements as mentioned in Annexure 1: Functional and Technical Specifications.



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The bidder shall supply the software & licenses for the proposed solution (LMS) required for successfully

operationalizing the solution proposed in the bid.

The Bidder may use the information provided in the RFP to estimate the requirements for the proposed

solution. The bidder may also request OBC for any additional information/ site visits if required for

estimation and sizing in relation to this RFP.

The bidder should consider implementation timeline while sizing the licensing cost for the different

modules.

The following considerations must be taken for supply of software.

1 All software envisaged is required to be on-premises software licensed to OBC. 2. The bidder should provide enterprise wide, perpetual licenses for the proposed LMS application.

3. The software supplied must be the latest version of the software supplied by the OEM.

4. Beta versions of any software shall not be accepted.

5. The offered LMS solution must provide at least 85% of the functionalities mentioned in the Functional requirements (Annexure 1: Functional and Technical Specifications) as standard feature. Bids where LMS proposed does not meet 85% of the functionalities as standard feature shall be liable to be rejected.

6. The bidder must consider the disaster recovery environment while proposing the software licenses.

7. The successful bidder should provide comprehensive warranty and ATS for proposed solution, including other software, associated modules and services required to meet the requirements in the RFP. The period of warranty shall be of 1 year for the proposed software and application licenses provided by the bidder. The warranty shall start from the date of completion of Handholding. The ATS for entire contract duration shall start immediately after warranty period is over.

8. The bidder is also required to quote for supporting software (apart from LMS) and the same will be considered for commercial evaluation. However, OBC reserves the right to procure it from their empanelled vendors and not take the supply from the successful bidder.

9. The ATS support for LMS should include the following:

All minor and major version upgrades during the period of contract at no extra cost.

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

Documentation updates

24*7 support for LMS application related malfunctions as defined in SLAs and ability to log requests online.

OEM must conform to the response time aligned to service levels defined in section 7 Service Level Availability and Monitoring.

5.3 Sizing of Hardware

The successful bidder is required to provide the sizing for the necessary hardware, to operationalize the complete LMS solution as proposed in the bid. The bank will procure the hardware server, storage, OS, Database only, separately.



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The Bidder shall confirm/ certify that the hardware sizing offered by them for LMS solution should be adequate to fulfil OBC’s requirement and is as per the Industry best practices. Wherever applicable, the bidder should also get the confirmation from the LMS OEM vendors regarding hardware sizing proposed. Bidder should consider high availability (active-passive) architecture at primary data-centre. The high availability architecture is not required at DR. The proposed hardware sizing must include: 1. Application server(s) – production environment (at both DC and DR) 2. Database server(s) – production environment (at both DC and DR) 3. Web server(s) – production environment (at both DC and DR) 4. Application Server(s) for development and testing environment (only at DC) 5. SAN storage volume at both DC and DR 6. Other components required for hosting the hardware including server racks, cables etc. (at both DC and DR) 7. Any other hardware component required as part of the solution The bidder is also required to quote for supporting hardware/middleware (except server, storage, OS, Database) and the same will be considered for commercial evaluation. The bidder shall propose hardware sizing such that at any point in time during the contract period, the average CPU utilization should not exceed 70% at the primary data centre during 8 A.M. to 8 P.M. The peak CPU utilization should not exceed 70% for more than 15 minutes. In case the hard disk utilization exceeds 70%, the additional hardware has to be provided by the successful bidder to optimise the performance, within the indicated levels, at no further cost to the Bank. The quantity of the hardware components should be as per the solution proposed by the bidder. The bidder is required to provide the sizing and quantity in the RFP under Annexure 15: Commercial Bill of Material. The following considerations need to be taken for sizing: 1 All the hardware and software to be supplied/proposed must be IPv4 and IPv6 compliant wherever applicable. 2. Bidder will be responsible for server, storage and network sizing for the proposed LMS solution at OBC. The sizing needs to be done based on Bank’s requirements, optimized power usage and scalability. 3. The following may be considered for sizing the hardware:

Solution proposed by the bidder

Performance requirements set out in the RFP

Scalability to meet business requirements

20000+ users for LMS Solution with 2% year-on-year growth



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Approximately 3000 concurrent users with 2% year-on-year growth

Compliance to specifications mentioned in the RFP

Compliance to any regulatory or statutory requirement 4. In the event that the hardware sized is not able to meet the performance standards specified in the RFP, at the time of go live, the successful bidder will be required to augment/ upgrade the hardware & software components in the solution to ensure that the performance requirements are met. The additional hardware equipment & software shall be provided by the successful bidder at no extra cost to OBC. The Bank’s IT Managed Service Provider will manage the IT Infrastructure at DC & DRC. The bidder is not required to factor in facility management for IT Infrastructure at DC & DRC during the tenure of the contract.

5.4 Implementation Timeline

The successful bidder shall design the solution architecture considering the licensing requirements for all the functional requirements of OBC. As part of the implementation: 1. The successful bidder shall prepare a project plan and a resource deployment plan for implementing Lead Management System in the Bank 2. Bank has decided to use a phased roll-out approach for implementation of Lead Management System. Below is the expected timeline for the same. It is expected that successful bidder shall carry out the roll-out of Lead Management System to all branches/offices in two months from the date of acceptance of award of contract. Integration with Bank’s applications (CBS, call center, Loan Origination System, etc.) will be taken up after the roll-out and shall be completed within 2 months.

Module Duration

Solution Implementation including customization and porting on Production environment

25 days

Roll out across 100 branches / offices

(Pilot Go-live)

10 days

Handholding support 15 days

Rollout of application to all branches / offices 10 days

Integration with Bank’s required applications 2 months from roll-out of application to all branches / offices



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Pilot Go-Live has to be done only after implementation of all the functionalities requested by the Bank as

part of Annexure 1: Functional and Technical Specifications and responded by the bidder as “Fully

Compliant” or “Customized”.

1. The successful bidder is expected to complete the pilot go-live at 100 branches / offices level in

stipulated time from the date of award of contract.

2. The successful bidder is expected to carry out a requirement study for the functionalities and

services required by the OBC, to gain understanding of the business requirements and functioning of

the branch.

3. The successful bidder is expected to carry out integration of processes/functions mentioned in the

RFP with the LMS solution. Successful bidder shall integrate with bank’s business applications as

required (e.g. Finacle, MIS, HRMS, LOS solution etc.). Bank will only facilitate the interaction

with the respective vendors. However, end to end integration responsibility shall remain with

successful bidder only.

4. The successful bidder is expected to ensure all the regulatory requirements are made available without any extra cost.

5. The bidder is required to engage the OEM resources for review and validation during the implementation period.

6. The bidder must furnish contract agreements / Manufacturer Authorization Forms with other vendors whose products or services the bidder would obtain. The bidder must further continue with the same vendors and shall not be permitted to change the vendors after the bid is submitted. Failure to adhere to this clause will attract disqualification of the bid/ contract as well as invoke related damage clauses as specified in Terms and Conditions.

7. The successful bidder must provide for separate production (at both DC and DR), testing and training environments.

8. The successful bidder is expected to customize the screens, design and layout of the application depending on the requirements of the bank, at no additional cost to the bank.

9. The successful bidder is expected to assist the bank in performing UAT of the application as part of deployment and subsequent changes. The successful bidder will prepare test cases after taking inputs from the bank and shall be responsible for securing necessary approval from stakeholders on acceptance of the test cases.

10. The successful bidder is expected to customize the solution based on requirements of bank. All the statutory and regulatory requirements of the bank, impacting the applications to be implemented under the scope of this project, will be provided to the bank at no additional cost to the Bank during the period of the contract.

11. The successful bidder is expected to support the bank in the installation, implementation, launch and rollout of LMS.

12. The successful bidder would be expected to maintain and monitor the solution for the period of the contract.

13. The successful bidder is responsible to impart requisite training to the Bank’s project and core team.

14. The successful bidder is responsible for conducting training (on train the trainer model), on the LMS application.



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15. Pilot office go-live shall be considered as complete when

LMS application usage is tested and signed off by the bank.

Bidder gets a certification for successful go-live of LMS application from the Bank

The trainers identified by the bank have been trained by the successful bidder

The project with all the deliverables as defined in table below pertaining to proposed solution covering

all the requirements given in this RFP is to be completed as per the timelines given in section 5.4.

Stage Deliverables

Project Preparation Project Kick-Off

Project Charter and Project Plan

Resource Deployment Plan

Business Design As-Is report

To- Be report and Gap Assessment report

Workshop for business blue print, gaps and way forward

Data collection templates

Configuration & Customization

Configuration document for all processes and modules consisting of system setting and parameters

Configuration of all the existing schemes available with the bank along with the provision to add any future scheme or products

Customization-design, development and technical documents

Interface creation Interface with CRisMAC, Finacle, IMACS, HRMS, etc.

Interface with bank’s other internal/external applications

Acceptance Test Acceptance test for successful operation of LMS application should be demonstrated for at least 3 days

Any necessary additional stress testing to be arranged by bidder

UAT signoff in test environment

Demonstration of all the functionalities/ requirements as depicted in the scope of work along with all required customization including interface with the Bank’s existing infrastructure

Resolving of UAT issues and signoff

Training Core team training plan (functional & technical)

Training manuals for core team training (functional & technical)

End-user training manuals

Training completion certificates to all users trained (during train the trainer sessions)



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Stage Deliverables

Pilot Go Live – Production movement & implementation

Go-live for all functionalities/ requirements as stated in the scope of work for the bidder and demonstration of capability in production environment

Post go-live phase After successful rollout of LMS functionalities and operations will be observed for 2 weeks & challenges and observation if any will be reported to the successful bidder. The bidder will have to provide solution to the issues raised immediately within scope.

Updated user and configuration manuals

During this phase, successful bidder shall carry out hand-holding of the IT infrastructure to internal bank team and designated Managed Service Provider

Migration of existing documents of the bank on the proposed LMS solution

Roll-out at branches / offices

Bidder is expected to roll-out the solution at branches / offices

Provide training to users at regional office

Provide standard operating procedure document to the users

Handholding Phase During hand-holding, the successful bidder shall provide necessary documents and on-ground training to the bank/ Managed Service bidder

During the implementation phase (up to handholding phase), successful bidder is expected to manage the

infrastructure/ hardware dedicated for in-scope applications.

It is the responsibility of the successful bidder to resolve any deficiency identified in the performance of

the LMS application, as observed during the acceptance test. This includes replacement of some or all

equipment at no additional cost to the Bank, to ensure that the LMS application meets the requirements

of the Bank as envisaged in the RFP.

The successful bidder shall form a project team comprising the following key positions:

S. No. Project Team

1 Project Manager

2 Team Leader



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S. No. Project Team

3 Business Analyst

4 Developer

5 Tester

Successful bidder is expected to mobilize the team and set-up project management office within 15 days

from the date of contract.

Commencement of work would mean reporting of successful bidder’s resources at the designated OBC

locations for project.

Kick-off meeting shall happen within 7 days of team is mobilized.

The successful bidder shall not change any member of the project team during the course of the project

without written consent from bank.

The profiles of the proposed team members should be as per Annexure 8: Proposed Team Profile.

5.5 Training

1 The successful bidder will be responsible for training the designated bank employees in the areas

of parameterization, operations, management, error handling, system administration, etc. with

respect to LMS. End application users would be trained through the train the trainer model.

2 The core team training will include functional as well as technical training and shall be considered

within the scope of the bidder. The core team is expected to include personnel would include

executive team, core team and the trainers for the proposed application landscape.

3 The successful bidder shall also expect to conduct a 2 day workshop for the management of the bank.

This workshop should introduce the management to capabilities and functionalities of the

implemented solution.

4 With regard to activities under the scope of the bidder in this Tender; the bidder needs to provide

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

following areas:

Functionality available in the solution

Customization development

Parameterization

Impact analysis

Auditing techniques



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Advanced user training

Advanced trouble shooting techniques

Techniques of generating various MIS reports from the solution provided

Deployment at current branches and new branches

Using of all the auditing tools being provided

Data replication

Developing new audit reports/ tools using the proposed solution

Advanced training on the operating systems, database systems and network systems to be used by the proposed solution

Log analysis and monitoring

Incidence analysis and reporting

Training for report writer facility to create new reports and modify existing reports

System and Application administration at CMOs, Head Offices

5 The bidder needs to provide the minimum qualifications, experience and time frames for which

the people will be required from the bank and the bank will be responsible for identifying the

appropriate personnel for all the training requirements.

6 The training will be held at bank’s training centres, regional offices or head office locations specified

by the Bank. The bidder is required to propose the batch size as well as the training duration.

However, Bank can ask the bidder to modify the same at no cost to the bank if the duration/ batch

size is not deemed adequate by the bank.

7 The successful bidder can use the training infrastructure at bank’s training centres and the IT

infrastructure available at these training centres. The bidder is expected to set up the required

infrastructure (including the client desktops) at the various training centres of the bank for

the purpose of training. The bank shall not pay any additional amounts to the bidder for the same.

8 The successful bidder will be responsible for providing the users with the requisite training material

(for functional training, technical training, and end user training material, job card and other relevant

material) in both hard and soft copies at least for the core team and to train the trainers. The onus

of preparing the training material will be on the Bidder.

9 The successful bidder will be responsible for preparing, circulating and collecting training feedback

forms from the participants.

10 The feedback forms will be prepared by the bidders, reviewed and given to the bank. The changes,

if any, suggested by the bank or its consultants, should be incorporated and implemented by the

bidder.

11 The successful bidder will provide a detailed training methodology & schedule to the bank for review

and sign – off prior to commencement of the training.



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12 The successful bidder will be responsible for providing ongoing training at defined intervals to

the identified bank personnel.

5.6 Application Management Services

Successful bidder is expected to provide following services, but not limited to:

1 Setting up the application help desk to support the implemented solution. Manage the application helpdesk for the project duration post the successful completion of stabilization/ hand-holding phase of Litigation Management System implementation.

2 Provide application management services for project duration post go-live of the entire system.

3 Provide post go-live hand-holding support from a central location.

4 Provide complete onsite, 8*6 support (at the bank specified centralized location) during implementation and rollout. Bidder will deploy its employee(s) at the Bank location during this period and the hand holding can be extended for a period of six months or as mutually agreed between the Bank and the bidder.

5 Bidder shall handover the operations and management of deployed infrastructure/ hardware and database for applications to the Bank’s IT operations team or any managed service provider designated by the bank and provide adequate training and documents in order to enable the operations team (bank/ any other third party) to manage the IT infrastructure/ hardware/database post handholding/ stabilization phase.

6 The application management services will commence after the successful completion of stabilization/ handholding phase, if required by the Bank.

Successful bidder shall provide web based centralized issue tracking tool. Issues related to application can be raised through this tool with features of tracking and reporting.



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6 Evaluation Process

6.1 Objective of the Evaluation Process

The objective of the evaluation process is to evaluate the bids to select an effective and right fit solution

at a competitive price. The evaluation by OBC will be undertaken by an Internal Committee formed by the

Bank. The bank may consider recommendations made by External Experts/ Consultants on the evaluation.

The decision of the committee shall be final.

Each recipient acknowledges and accepts that the Bank may, in its sole and absolute discretion, apply

whatever criteria it deems appropriate in the selection of solution, not limited to those selection criteria

set out in this RFP document.

Through this RFP, Bank aims to select a bidder/ application provider who would undertake the supply,

implementation and maintenance of the required solution. The bidder shall be entrusted with end to end

responsibility for the execution of the project under the scope of this RFP. The bidder is expected to

commit for the delivery of services with performance levels set out in this RFP in section 7: Service Level

Availability and Monitoring.

6.2 Normalization of bids

The Bank will go through a process of technical evaluation and normalization of the bids to the extent

possible and feasible to ensure that bidders are more or less on the same technical ground. After the

normalization process, if the Bank feels that such normalization has a bearing on the commercial bid; the

Bank may at its discretion ask all the technically shortlisted bidders to resubmit the updated technical and

commercial bids for scrutiny. The Bank can repeat this normalization process at every stage of technical

evaluation till the Bank is reasonably satisfied. The bidders agree that they have no reservation or

objection to the normalization process and all the technically short listed bidders will, by responding to

this RFP, agree to participate in the normalization process and extend their co‐operation to the Bank

during this process. The bidders, by submitting the response to this RFP, agree to the process and

conditions of the normalization process. Any non-compliance to the normalization process may result in

disqualification of the concerned bidder.

Bank may call for any clarifications/ additional particulars required, if any, on the technical/ commercial

bids submitted. The bidder has to submit the clarifications/ additional particulars in writing within the

specified date and time. The bidder’s offer may be disqualified, if the clarifications/ additional particulars

sought are not submitted within the specified date and time. Bank reserves the right to call for

presentation(s), product walkthroughs, on the features of the solution offered etc., from the bidders

based on the technical bids submitted by them. OBC also reserves the right to conduct reference site visits

at the bidder’s client sites. Based upon the final technical scoring, short listing would be made of the

eligible bidders for final commercial bidding.



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6.3 Technical Evaluation Process

Initially only the ‘Technical Bids’ will be opened and evaluated. All technical bids will be evaluated and a

technical score would be arrived at.

In second stage, only those bidders, who have qualified in the technical evaluation, shall be invited for

reverse auction.

6.3.1 Preliminary Examination of Offers

The Bank will scrutinize the offers to determine their completeness (including signatures from the relevant

personnel), errors, omissions in the technical & commercial offers of respective bidders. The Bank plans

to, at its sole discretion, waive any minor non- conformity or any minor deficiency in an offer. The Bank

reserves the right for such waivers and the Bank’s decision in the matter will be final.

6.3.2 Technical Bid Evaluation Criteria

The Technical Proposals of only those bidders shall be evaluated who have satisfied the eligibility criteria bid. The scoring methodology for technical bid components is explained in the following paragraphs.

LMS implementation involves various components including implementation of necessary application software, development of interfaces and customizations where necessary, training of designated users and executives, providing implementation services, and rolling out the system at various locations of Bank and provide support and maintenance services for the project duration. The proposal submitted by the bidders shall, therefore, be evaluated on the following parameters:

1. Functional Requirements (FR) & Technical Requirements (TR) 2. Technical Presentation (TP) & Product Demonstration (PD) 3. Past Experience (PE) 4. Site Visit or Client Feedback (SV) 5. Team Strength (TS)

OBC may seek clarifications from the any or each bidder as a part of technical evaluation. All clarifications received by within stipulated time shall be considered for evaluation. In case a clarification is not received within the stipulated time, the respective technical parameter would be treated as non-compliant and decision to qualify the bidder shall be accordingly taken by the bidder.

The proposal submitted by the bidders shall, therefore, be evaluated on the following criteria:

Parameter Weightage Maximum Score Minimum Score Functional and Technical Requirements evaluation

50% 500 425

Technical Presentation and Product Demonstration

10% 100 70

Past Experience 20% 200 150

Site Visit or Client Feedback 10% 100 70 Team Strength 10% 100 70



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Parameter Weightage Maximum Score Minimum Score

Total 100% 1000 785

Bidder should ensure that any critical noncompliance against Annexure 1 – Functional & Technical

Specifications and Responsibilities may lead to disqualification

Bidders scoring at-least the minimum score in the each section as mentioned in the table above and

an overall score of 78.5% marks or more will be declared technically qualified.

In the event of no bidders qualifying, the bank at its discretion may choose to award the contract to the

highest scoring bidder or waive criteria to select more than one bidder complied with most of the

eligibility, functional, technical criteria as prescribed by the Bank.

Also the bank may, at its sole discretion, decide to seek more information from the bidders in order to

normalize the bids. However, bidders will be notified separately, if such normalization exercise is

resorted to.

6.3.2.1 Scoring Methodology for Functional and Technical Requirements

The minimum functional and technical specifications for the LMS application are given in Annexure 1:

Functional and Technical Specifications. All the requirements are mandatory. Bidder shall indicate the

availability of each requirement as fully compliant (F), Customization (C) and Non-Compliant (N).

Bidders should secure at-least 85% of the maximum marks for the functional requirements for LMS to

qualify for commercial evaluation.

Marks will be awarded as per the table below:

Bidder’s Response Marks

Fully Compliant (F)

1

Customization (C)

0.5

Non-Compliant (N)

0

Where,

Fully Compliant (F): The system that shall be delivered currently supports this function either in native form or through existing parameterization without further enhancement or the use of either programming or user tools, i.e. included in the base package, to be delivered in the version of the solution being proposed to the Bank.

Customization (C): The function is not available in the product and it would require customization by the bidder and the bidder shall provide these features at no additional cost before the beginning of the User Acceptance Test.

Non-Compliant (N): The function is not available in the product and cannot be provided even



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after customization

Please note that all the requirements mentioned in Annexure 1: Functional and Technical Specifications

are critical for the envisioned Lead Management System. Bank may at its sole discretion ask any/ all the

bidders to justify Non- Compliant (N) response to any of the defined requirements. Any unreasonable

noncompliance/ deviations to functional or technical requirements which defeats the purpose of this

initiative may lead to disqualification of the bid at sole discretion of the bank.

6.3.2.2 Scoring for Overall Technical Presentation (TP) and Product Demonstration (PD)

All eligible bidders will be required to make presentations to supplement their bids, showcase overall

solution proposed. The bank will schedule presentations and the time and location will be communicated

to the bidders. Failure of a bidder to complete a scheduled presentation to the bank may result in rejection

of the proposal.

Bidder is also expected to demonstrate the product’s capability and applicability to the bank as per the RFP requirements. Bank will schedule the product demonstration and the time and location shall be communicated to the bidders.

The same criteria (as evaluation for functional specifications) will be applied to product demonstration

also. In case where the requirements in Annexure 1: Functional and Technical Specifications is responded

as ‘F’ and is not demonstrated by the bidder (on Bank’s request), then the corresponding responses

would be changed to ‘N’ in Annexure 1: Functional and Technical Specifications. Bank, at its sole

discretion, may also penalize the bidder on the total score if such cases are observed. The bank at its

discretion may reject a solution if the solution fails to meet critical functional requirements.

6.3.2.3 Scoring for Past Experience (PE)

The bidder should provide details of past experience in implementing Lead Management System

application. The bidder’s past experience shall be evaluated and the score obtained by the bidder shall

be considered for evaluation as given in the Annexure 1: Functional and Technical Specifications in the

sheet named “Past Experience”. The bidder should provide the details of all the implementations in BFSI

including details of scope of project, number of branches with breakup of the role and proof of

implementation experience.

S. No. Past Experience Score Max Score

A. Bidder’s experience in implementation of LMS 100

3 BFSI implementations with at least (3) three implementation in India

100

3 BFSI implementations with at least (2) two implementation in India

60

3 BFSI implementations with at least (1) one implementation in India

40

B. OEM’s experience in implementation of LMS 100

3 BFSI implementations with at least (1) one implementation in India, including 2 live implementation

100

3 BFSI implementations with at least (1) one implementation in India, including 1 live implementation

75



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3 BFSI implementations with at least (1) one implementation in India, but not live

50

TOTAL 200

6.3.2.4 Reference site visit/ Client Feedback

Bank would carry out reference site visits and/ or telephonic/email feedback with the existing customers

of the bidder. The inputs that have been received from the customer would be considered by the bank

and this might not need any documentary evidence. This rating would be purely on the inputs (like

satisfaction of the organization of the product, timeliness of implementation, promptness of support

services etc.) provided by the bidder’s customers and score would be assigned to bidder as mentioned in

Annexure 1: Functional and Technical Specifications in sheet named “Reference Site Details”.

The bank at its discretion may reject the proposal of the bidder without giving any reasons whatsoever,

in case the responses received from the site visits are negative.

The bidder would be required to coordinate for such interactions. However, the bidder would not be

allowed to be party to the discussion between the bank & the bidder’s clients.

6.3.2.5 Team Strength

Bidder is required to provide an experienced team with similar large scale project experience. The bidder

should ensure that the people above the role of the Team Lead who are proposed for this project should

have worked on similar projects earlier. All team lead & above should also have named responsibility in

the project.

S. No.

Technical Evaluation

Evaluation Approach

1 Proposed Deployment & Quality of manpower

Experience of the Proposed Project Manager/Service Delivery Manager (50 marks)

Should have >8 years of experience and should have experience of Implementation of LMS/CRM solution in at-least two Scheduled Commercial Banks having more than 1500 branches in India (50 marks)

Should have >8 years of experience and should have experience of Implementation of LMS/CRM in at-least one Scheduled Commercial Bank having more than 1500 branches in India (35 marks)

Experience of the Proposed Team Lead/Functional Consultant (50 marks)

Should have >6 years of experience and should have experience as Team Lead/Functional Consultant for Implementation of LMS/CRM solution in at least two Scheduled Commercial Banks having more than 1500 branches in India (50 marks)

Should have >6 years of experience and should have experience as Team Lead/Functional Consultant for Implementation of LMS/CRM in at-least one Scheduled Commercial Bank having more than 1000 branches in India (35 marks)



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6.4 Commercial Evaluation Process

Technically qualified bidders as per technical evaluation process will participate in reverse auction

process. The bidder with the lowest commercials post reverse auction will be declared successful L1

bidder and shall be awarded the contract.

The bank will conduct reverse auction on Total Cost of Ownership (TCO) to the bank and the price would be inclusive of all applicable taxes under the Indian law like customs duty, excise duty, import taxes, freight, forwarding, insurance, delivery, etc. but exclusive of only applicable Service Tax, VAT and Octroi / Entry Tax /equivalent local authority cess, which shall be paid / reimbursed on actual basis on production of bills. As and when GST is implemented, taxes which are included in the RFP and subsequently will fall under the purview of GST, will have to be quoted separately in the invoice. The Bank will not pay the same to avoid double taxation. Any increase in these taxes will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank The entire benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be passed on to Bank. The price quoted by the bidder should not change due to exchange rate fluctuations, inflation, market conditions, increase in custom duty or excise tax. The bank will not pay any out of pocket expense. No escalation in price quoted is permitted for any reason whatsoever. Prices quoted must be firm till the completion of the contract.

Commercial Bid Evaluation Considerations

Commercial bid valuation shall be considered as below in case of any kind of discrepancy:

1 If there is a discrepancy between words and figures, the amount in words shall prevail.

2. If there is a discrepancy between percentage and amount, the amount calculated as per the stipulated percentage basis shall prevail.

3. Where there is a discrepancy between the unit rate and the line item total resulting from multiplying the unit rate by the quantity, the unit rate will govern unless, in the opinion of bank, there is an obvious error such as a misplacement of a decimal point, in which case the line item total will prevail.

4. Where there is a discrepancy between the amount mentioned in the bid and the line item total present in the schedule of prices, the amount obtained on totalling the line items in the Bill of Materials will prevail.

5. The amount stated in the correction form, adjusted in accordance with the above procedure, shall be considered as binding, unless it causes the overall price to rise, in which case the bid price shall prevail.

6. If there is a discrepancy in the total, the correct total shall be arrived at by bank.

7. In case the bidder does not accept the correction of the errors as stated above, the bid shall be rejected.

8. At the sole discretion and determination of the bank, the bank may add any other relevant criteria for evaluating the proposals received in response to this RFP.

9. Bank may, at its sole discretion, decide to seek more information from the respondents in order to normalize the bids. However, respondents will be notified separately, if such normalization exercise as part of the technical evaluation is resorted to.

10. All liability related to non-compliance of this minimum wages requirement and any other law will be responsibility of the bidder.



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11. The highest technical bidder shall not automatically qualify for becoming selected bidder and for award of contract by the bank.

12. The bank shall not incur any liability to the affected bidder on account of such rejection.

13. The bidder whose technical and commercial bid is accepted will be referred to as “Selected Bidder” and the bank will notify the same to the selected bidder.

14. The selected bidder shall provide revised TCO and the revised break-up of the cost items post reverse auction. However, for the components wherein Bank has given the notional cost or has mentioned fixed quantity or the bidder has quoted quantities in the technical bid/bill of materials, the said notional value or mentioned quantity will remain fixed and cannot be decreased by bidder's during reverse auction or while submitting the revised TCO post reverse auction.

15. The final decision on the successful bidder will be taken by the bank. The implementation of the project will commence upon signing of a contract between the Bank and the selected bidder based on the evaluation.

16. If for some reason, negotiations with the successful bidder fail to result in an agreement within a specified timeline, the bank reserves the right to award the contract to the next most eligible bidder based on the evaluation scores and commercial prices quoted during reverse auction.

6.5 Key Guidelines

1 Bidder’s proposal should strictly conform to the specifications of this RFP.

2. Proposals not conforming to the specifications will be rejected subject to the bank’s discretion. Any incomplete or ambiguous terms/ conditions/ quotes may result in disqualification of the offer at bank’s discretion. The bidder has to offer specific remarks for technical requirements and clearly confirm compliance.

3. The Bidder can submit bid including deviations only for Section 8: Terms & Conditions. (except for section 8.40 Integrity Pact)

4. For supplementary information a separate sheet should be used.

5. All pages should be numbered (like 1/ xxx, 2/ xxx where xxx is last page number of bid document) and signed by the authorized signatory under the company seal.

6. Technical bid documents are to be properly hard bound.

7. OBC reserves the right to reject any or all proposals submitted by various bidders as part of response to this RFP. Similarly, it reserves the right not to include any bidder in the final short-list.



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7 Service Level Availability and Monitoring

Bank expects that the Bidder shall be bound by the Service levels described in this document for

providing Services and support wherever applicable. The SLA parameters are listed below and shall

be binding on the selected Bidder who shall be execute the contract with the Bank. Bank may

add/append the SLA’s during the contractual phase.

In addition to the SLAs specific to this RFP document, Bidder has to comply with Model SLAs defined by

the Bank failing which the Bidder shall be disqualified from selection process. Bidder should take a note

of the same. Refer Annexure – 24, for Model SLAs.

7.1 Terminologies used and requirements

“Business Utility” of the solution is described as the ratio of “System Available for Actual Business

Hours” to the “Scheduled System Availability for Business”

o Business Utility (%) = {Scheduled Business Operation Hours (SBOH) – Business Downtime (SBDT)} /

Scheduled Business Operation Hours (SBOH)*100

The “Scheduled Business Operation Hours” for a given time frame are calculated after deducting the

planned downtime.

“Business downtime” subject to the SLA, means accumulated time during which the System is not

available to the Bank’s users or customers due to system or infrastructure failure, and measured from the

time the Bank and/or its customers log a call with the Bidder Help Desk of the failure or the failure

is known to the Bidder from the availability measurement tools to the time when the System is

returned to proper operation. Any denial of service to the Bank users and Bank customers would also

account as “System downtime”

The “Business Operational Hours” are 24 (twenty four) Hours on any calendar day that the Bank’s branches

/ offices are operational. The Bank may change these times at their discretion to suit business needs. The

Bidder however recognizes the fact that the branches will require to work beyond the business hours

and holidays on need basis.

“Downtime” will commence when either of the DC or DR fails. “Downtime” will be calculated as the

difference between DC downtime and DR uptime.

“Average Business Utility” would be computed for a given frequency, say, Weekly, Monthly, Quarterly,

Half – Yearly and Yearly. It is expected that the Bidder provides the “Business Utility” as agreed in each

of these time periods and not at average as a whole.

Uptime will be computed based on availability of the applications to the Bank‘s users irrespective of

availability of servers either individual servers/clusters. Also, noncompliance with performance



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parameters for business, network and environmental infrastructure and system / Service degradation

will be considered for downtime calculation.

Critical and Key infrastructure of Data Centre and Disaster Recovery Centre will be supported on 24

(twenty four) x7 (seven) x365 (three hundred and sixty five) basis.

Response may be telephonic or onsite. In case the issue cannot be resolved telephonically, the Bidder

will need to provide onsite assistance within response resolution window.

Service Levels should be complied with irrespective of the customizations that the applications

would undergo during the tenor of the Contract.

Typical Resolution time will be applicable if systems are not available to the Bank’s users and

customers and there is a denial of service.

Bidder should comply with the Disaster Recovery requirements as mentioned below

The DR should be deployed at 100% (hundred percent) capacity of the DC for the hardware and

software processing while the security and environmental controls will be similar to the DC. The

DR should be operational in case of a disaster at the DC.

The Bidder must have a suitable strategy for recovery of data and application in case of a disaster

with necessary procedures for the same in the solution with RTO of 2 (Two) Hours and RPO of 15

(Fifteen) Minutes.

The Bidder is expected to provide appropriate data replication strategy and technology to

replicate data between DC and DR.

The proposed solution should be sized for active-active cluster solution.

The Bidder should carry out the periodical (one drill per quarter) DR drill or as per Bank’s policy in

order to test the readiness and effectiveness of business continuity plan as proposed.

The audit of the IT systems by the Bank or an independent third-party will be held on a periodic

basis (annual, semi-annual, quarterly or ad-hoc).

Availability measurements table mentioned in section 7.12.4 shall be considered for calculating the

downtime.

7.2 Level classifications

A business impact can be defined on level of severity in terms of the magnitude of business

disruption, an indicative list of issues covered under various levels is provided below:



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Criticality Area Description Response Time

Resolution Time

Level 1 – Critical Threat / Severe Incident

Criteria a) Direct threat or impact to the credibility of the Bank b) Multiple business locations impacted c) Immediate widespread and large- scale customer impact d) Severe outage affecting one or multiple lines of business or locations e) Direct threat or damage to client, core business processes, regulatory or servicing capabilities f) Serious and ⁄ or widespread customer impact including media attention g) No user can access the business and environmental infrastructure system h) Any problem due to which 50 or more users cannot access the business systems. Or a complete branch cannot access the Business Systems i) Failure of any of the co-existence hardware/software component due to which the solution is not functioning j) The solution cannot function normally without this issue being resolved. k) The Bank experiences a complete loss of Service. The operation is mission critical to the business and the situation is an emergency

15 Minutes 30 Minutes

Business Infrastructure

a) Unavailability of CRM Solution to the users b) Unavailability of IMPACT Platform c) Unavailability of Channels for customer acquisition and servicing d) Unavailability of Reporting applications



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Resolution Time

e) Approaching a deadline which will lead to regulatory breach

Level 2 – Significant incident

Criteria a) Significant degradation or outage affecting a line of business, key Service or location b) Threatened or limited actual financial, regulatory or reputational damage c) Threatened or limited actual impact to client, core business processes, regulatory or SERVICING capabilities d) Any problem due to which 6 to 49 users cannot access the Business and environmental infrastructure system e) Business infrastructure System is unavailable for use f) No user can access the Business infrastructure system g) Any incident which is classified as “Critical” for which an acceptable (by Bank) workaround has been provided by the Bidder h) The identified issue has important business impact and needs to be taken up on top priority. i) The Bank experiences a severe loss of Service. Important features are unavailable. However, operations can continue in a restricted manner

30 Minutes 1 hour



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Resolution Time


a) Delay in Start of day BAU activities b) Unavailability of Help Desk Applications c) Unavailability of application during non-business hours d) Impact on surrounding Applications e) User management f) Reports not part of Level 1

Level 3 / Limited Incident

Criteria High ; a) Minor degradation to a key Service, business process or location or a more severe degradation or outage to a non- critical Services, business process or location b) Material business impact, such as widespread numbers of users or customers unable to log in or perform key functions c) Has the potential to turn into a major incident if not resolved within a defined time d) Any problem due to which 1 to 5 users cannot access the Business infrastructure system Medium : e) Minor impact to a key Service, business process or location or a more severe impact to a non- critical process f) System outage or degradation impacting a minimal number of users g) Impact to internal workflow systems with limited risk to critical systems or processes Low : h) Limited incident ⁄ Service alert i) Negligible business impact but an underlying problem that needs to be resolved j) Failure where Service continues to be provided via an alternate solution

1 Hour- High Level Issue 2 Hours- Medium Level Issue Regulatory requirements should meet the deadlines (Timelines for UAT and roll out should be included)

2 Hours- High Level Issue 4 Hours- Medium level Issue 6 Hours- Low Level Issue



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Resolution Time

or link k) Defined escalation into major incident if issue is not resolved within a defined time l) An issue that occurs outside of core hours but must be resolved before a specific deadline m) Can be tolerated or worked around for a reasonable period of time n) Any incident which is classified as “Significant” for which acceptable workaround has been provided by the Bidder o) The Bank experiences a minor loss of Service. The impact is an inconvenience. Generally these are released as part of maintenance release.


a) Application Change Management b) Software Issues with some business impact, but not critical c) All regulatory mandated requirements d) Slow response for processing online requests like lead creation, service requests e) Delay in processing bulk files f) UAT environment affected g) Implementation of regulatory requirements



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Resolution Time

Level 4/ Routine incident

Criteria a) Any routine issue b) Limited or minor business impact c) Can either be tolerated or worked around for an extended period of time d) The identified issue has almost no impact in terms of Business. However, issue needs the attention of the Bidder and shall be fixed on lesser priority e) The request for information, request for root cause analysis, an enhancement or documentation clarification regarding the solution but there is no impact on the operations of the solution. The Bank experiences no loss of Service

8 Hours Customiza tion timeframe subject to mutual consent.

1 Day


a) Additional Customization b) Issues like Bank user Password resets, User unable to login to the solution, etc.

Root Cause Analysis (RCA) should be provided for High Level Issue within 3 (three) days and for others,

within 7 (seven) days.

Note: The resolution time is not considered as uptime. The penalties during the maximum resolution

time will be as applicable in the table mentioned in clause 7.12.4 and for the time beyond the

maximum resolution time‖ the penalty will be twice the applicable penalty.

Irrespective of the above classification, if any incident that occurs is affecting the Business of the

Bank, the same will be treated as a Level 1 issue only.

The Bidder shall have to enter into an agreement with Bank as a part of this RFP to address the

Business Utility issues arising out of each of the problems encountered within the stipulated time.

It is expected that the Bidder provides an immediate solution/ work around for “Show Stopper”

issues so that Bank can continue to function normally and then resolve the issue on priority by

conducting a “Root Cause Analysis”.

7.3 Service levels

Service levels will include Availability measurements and Performance parameters.



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The Bidder shall provide Availability Report on monthly basis and a review shall be conducted based on

this report. A monthly report shall be provided to the Bank at the end of last month containing the

summary of all incidents reported, TAT for resolution and associated Bidder performance measurement

for that period.

Performance measurements would be accessed through audits or reports, as appropriate to be

provided by the Bidder e.g. utilization reports, response time measurements reports, etc. The

tools/solutions to perform the audit will need to be provided by the Bidder. Audits will normally be

done on regular basis or as required by Bank and will be performed by Bank or Bank appointed third party

agencies.

Cost Reference that is mentioned is cost for the referenced item for the complete tenor of the Contract.

7.4 Availability measurements

Level Type of Infrastructure

Measurement Minimum Service Level

Cost Reference

Level 1 / Critical Business Infrastructure & Systems

Availability of Critical Business Infrastructure Elements & Systems.

99.90% Software Application, Hardware, Database, Facility Management, AMC,ATS, Help Desk

Level 2 / Significant

Business Infrastructure & Systems

Availability of Significant Business Infrastructure Elements & Systems.

99.95% Software Application, Hardware, Database, Facility Management, AMC,ATS, Help Desk

Level 3 / Limited incident


Percentage Availability of limited Business Infrastructure Elements Systems of incidents completed within defined resolution criteria

99% Software Application, Hardware, Database, Facility Management, AMC,ATS, Help Desk



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Level Type of Infrastructure


Cost Reference

Level 4 / Routine Incident


Percentage Availability of routine Business Infrastructure Elements & Systems of incidents completed within defined resolution criteria

98% Software Application, Hardware, Database, Facility Management, AMC,ATS, Help Desk

Bidders are required to note the performance measurements with respect to Backup Success Rate as

follows:

Type of Infrastructure


Measurement Tools Cost Reference

Backup Success Rate

Backup success rate for all the solutions proposed as per the RFP

99% Bank will measure this through periodic audits based on logs to be provided by Bidder

Hardware Costs, Facility Management AMC, ATS

7.5 Performance measurements




Day – end, month – end, year – end

During these periods all delivery channels and all offices/branches operations should be available and there should be no performance degradation at that time.

99.99% Bank will measure this through periodic audits based on logs to be provided by Bidder

Software Applications, Hardware, Database, Facility Management, AMC, ATS



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System Response Time

End to end response time should be < 7 seconds (end user to application and back).



System Response Time

Support concurrent users



Disaster Recovery Site Availability

Business operations to resume from Disaster Recovery Site within 0 minutes of the Data Centre failing. All applications as part of the Solution should be designed with the following parameters RPO – 15 minutes


Hardware Costs, Facility Management AMC, ATS



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Down time for servicing

Each planned down – time for application, database and operating system servicing (up gradation, bug fixing, patch uploads, regular maintenance etc.) will not be more than 4 hours. This activity will not be carried out during business hours. However, such activities which require more than 4 hours or required to be carried out during business hours will be scheduled in consultation with the Bank. In case the downtime exceeds the planned hours the additional time taken for servicing will be considered for infrastructure or system downtime as per availability


Software, Hardware, Facility Management, AMC, ATS

Software Service Requests

Percentage of Software Service Requests concluded (patches, bug fixes, errors) within defined response- resolution window.


Facility Management AMC, ATS

IT Policies & Procedures Management

Compliance of the IT infrastructure to the Bank’s Policies & Procedures

100% Bank will measure this through periodic audits

Facility Management



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Incident Management

Percentage of incidents escalated


Facility Management

7.6 Application Implementation

Bidder should provide the following service levels:




Gap/Bugs/Defects resolution

All gaps observed in the functional specifications, current system study, training, business process re-engineering, parameterization, testing and Launch implementation shall be resolved within defined and mutually agreed time frames.

99% Manually Tracked during the testing

Software Applications, Customization, Implementation

Gap/Bugs/Defects reporting

The Bidder shall ensure that all bugs reported by the users / testing team will be duly logged and assigned a unique ID for reference purposes.


Customization, Implementation services

Critical Gaps/Bugs/ Defects/Show stoppers

The Bidder shall ensure that all bugs reported by the users/ testing team will be resolved within one hour from reporting.


Customization, Implementation services



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Gap/Bugs/Defects resolution

The Bidder shall ensure that all bugs reported by the users / testing team will be duly resolved maximum within three calendar days or as per the UAT approach agreed between Bank and Bidder.



Modification Enhancements resolution

The Bidder shall ensure that all modifications, enhancements reported by the bank will be duly sized, agreed with the bank and resolved as per the agreed timeframes



Handholding The Bidder shall provide minimum full time support staff at the branch as per the handholding requirements in the RFP. Any technical problems or errors faced by the user will be resolved by the Bidder within four hours of problem identification / reporting.

99% Feedback from branch/office

Implementation



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Interface identification and development

The Bidder will identify and develop interfaces to the existing / proposed systems so as to meet the functional requirements of the Bank as per the RFP

100% Manually Tracked Software Applications, Customization, Implementation

7.7 Problem Management

The Bidder is expected to provide an application for logging issues. It should have an audit trail and

updating functionalities and preferably have a 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.

7.8 Penalties

Business Utility and Business Downtime would be the key considerations for determining the

“Penalties” that would be levied on the Bidder for “Non-Adherence” to the SLA for the Services

offered.

The inability of the Bidder 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 Penalties.

If failure of any component leads to Business Downtime more than thrice within a span of six

months, then the Bidder is expected to replace the component / equipment at Bidder’s own

cost.

Availability Service level will be measured on a monthly basis, however, penalties will be adjusted

from invoices on pro-rata basis.

Availability Service Levels will be assessed against Minimum Service Level requirements for

each criteria mentioned above

An Availability Service Level Default will occur when:

The Bidder fails to meet Minimum Service Levels, as measured on a monthly basis, for a

particular Service Level.

In the event of an Availability Service level default, the Bidder shall pay the Bank a ‘Penalty’ that



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will be computed in accordance with the following formula:

Monthly Service Level Default = Minimum Service level – Monthly Actual Service level

Monthly Service Level Default cannot be less than zero. (If for a particular period the actual

Service level is above the minimum Service level then the monthly Service level default

will be zero and not less than zero)

Bi-annual Service level default = Total of the monthly service level defaults for all the 6 months

Bi-annual Service penalty = Bi-annual Service level default * (Summation of Cost references)

The applicable “Penalties” would be the same irrespective of the root causes. Example:

Assume for a particular Service Level Agreement (Level 1), the minimum Service level is 99.9% During

a Service Assessment period, Service level achieved for 6 months (bi-annual) as below;

Month Minimum Service Level Monthly Actual Service Level

Monthly Service Level Default

Month 1 99.90% 97% 2.90%

Month 2 99.90% 98% 1.90%

Month 3 99.90% 100% 0.00%

Month 4 99.90% 99.90% 0.00%

Month 5 99.90% 99% 0.90%

Month 6 99.90% 100% 0.00%

Bi Annual Service Level Default 5.70%

Bi-annual Service Penalty = 5.70% * (Summation of Cost references)

7.8.1 Penalties for Delayed Implementation

The Bidder is expected to complete the responsibilities that have been assigned on time.

As a deterrent for delays during implementation, Bank may levy penalties for delays.

One percent of the implementation cost would be levied as a Penalty for delay of every week or part

thereof in implementation, which would include customization related requirements.

A cap of 10% of the implementation cost would be applicable as penalties for delays in

implementation. Once the maximum is reached, OBC may consider termination of contract pursuant

to the conditions of contract.

7.8.2 Other Penalties

The Bidder is expected to maintain the same team during the entire implementation until final rollout



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that is being proposed as a response to this RFP. In the case of any change in the critical resources

(viz. Project Manager, etc.), Bank shall levy a penalty of 1% (one percent) of the implementation cost.

A cap of 10% (ten percent) of the implementation cost would be applicable as penalties for change

in resources. Once the maximum is reached, OBC may consider termination of contract pursuant

to the conditions of contract.



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8 Terms and Conditions

8.1 General Terms and Conditions

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

reserves the right to add, delete, modify or alter all or any of these terms and conditions in any manner,

as deemed necessary before signing the final agreement. The bidder, selected for the project, will have to

enter into a contract agreement directly with the Bank.

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

installation and operationalization, training, commissioning and acceptance, support during periods of

warranty and maintenance, penalty due to delay in performance etc. All the diagrams, drawings,

specifications and other related literature and information, provided by the bidder for the solution and

agreed to by Bank, will also form part of the agreement.

The Successful Bidder must initiate work on the project within a week, after signing of the contract. The

bidder at his own expense will register the contract agreement by paying the appropriate stamp duty. The

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

The original bill/invoice for the services rendered must be furnished along with the prices thereof, per the

terms and conditions contained in this document.

The Successful Bidder and the team shall abide by the ISMS framework (ISO 27001:2005) of the Bank

which includes Incident Management, Change Management, Capacity Management, Configuration

Management etc.

8.2 Application

For the purpose of the Purchase Agreement as well as for the purpose of the Tender Document, the

purchaser is:

Department of Information Technology

Oriental Bank of Commerce,

Department of Information Technology,

Plot No.5, Institutional Area, Sec.32,

Gurgaon, Haryana-122001

8.3 Standards

The services and other materials including all deliverables and reports under the contract shall conform

to the standards mentioned in this RFP as well as the Technical Bid submitted by the bidder and/or agreed

between Bank and the bidder, and when no applicable standard is mentioned, the services / products /



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deliverables shall be supplied under the authoritative and appropriate international standards of such

services / products / deliverables and such standards shall be the latest issued by the concerned

institution/s.

8.4 Governing Language

All correspondences and other documents pertaining to the contract shall be in English.

8.5 Applicable Law

The Contract shall be governed and interpreted in accordance with laws in India.

8.6 Notice

Any notice given by one party to the other pursuant to the contract shall be sent to the other party (per the address mentioned in the contract) in writing either by hand delivery or by registered post or by courier and shall be deemed to be complete only on obtaining acknowledgment thereof; or by telegram or by telex or by facsimile or by other electronic media and in which case, the notice will be complete only on confirmation of receipt by the receiver.

A notice shall be effective when delivered or on the notice’s effective date, whichever is later.

8.7 Application Software and Drivers

The Bank and/or the application software vendor will install the application software and drivers on the systems. It is empanelled vendor’s responsibility to co-operate with the application software vendor appointed by the Bank to ensure that the installation is successful.

8.8 Right to Alter Quantities

Bank reserves the right to alter the requirements specified in the RFP. The Bank also reserves the right to delete one or more items from the list of items specified in the RFP. The Bank will inform all bidders about changes, if any.

The bidder agrees that Bank has no limit on the additions or deletions on the items for the period of the contract. Further the bidder agrees that the prices quoted by the bidder would be proportionately adjusted with such additions or deletions in quantities.

8.9 Contract Agreements

Any change made in any clause of the contract which shall modify the purview of the contract within the validity and currency of the contract shall be deemed as an amendment. Such an amendment can and will be made and be deemed legal only when the parties to the contract provide their written consent about the amendment,



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subsequent to which the amendment is duly signed by the parties and shall be construed as part of the contract. The details of the procedure for amendment shall be as specified in the contract.

8.10 Use of Contract Documents and Execution

The bidder shall not, without Bank’s prior written consent, disclose the Contract or any provision thereof, or any specification or information furnished by or on behalf of Bank in connection therewith, to any person other than a person employed by the bidder in the performance of the Contract. Disclosure to any such employed person shall be made in confidence against Non-disclosure agreements completed prior to disclosure and disclosure shall extend only so far as may be necessary for the purposes of such performance. Any document, other than the Contract itself, shall remain the property of Bank and all copies thereof shall be returned to Bank on termination of the Contract.

The bidder shall not, without Bank’s prior written consent, make use of any document or information above except for the purposes of performing the Contract.

8.11 Indemnity

The bidder shall at its own cost and expenses, defend and indemnify the Bank against all third-party claims

including those of the infringement of Intellectual Property Rights, including patent, trademark, copyright,

trade secret or industrial design rights, arising from the performance of the contract that is directly

attributable to the bidder

The bidder shall expeditiously meet any such claims and shall have full rights to defend itself therefrom.

If the Bank is required to pay compensation to a third party resulting from such infringement, the Bidder

will bear all expenses including legal fees.

Bank will give notice to the bidder of any such claim and shall provide reasonable assistance to the bidder

in disposing of the claim.

The bidder shall also be liable to indemnify the Bank, at its own cost and expenses, against all losses /

damages, which Bank may suffer on account of violation by the bidder of any or all applicable national /

international laws, norms, standards, procedures etc. This liability shall not ensue if such losses / damages

are caused due to gross negligence or wilful misconduct by the Bank or its employees.

8.12 Cancellation of Contract and Compensation

The bank reserves the right to cancel the order/ contract of the selected bidder (after providing a cure

period of 30 days and thereafter providing a 90 days’ notice period) and recover expenditure incurred by

the bank on the following circumstances:

The selected bidder commits a breach of any of the terms and conditions of the contract.

The bidder goes into liquidation voluntarily or otherwise.



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An attachment is levied or continues to be levied for 7 days upon effects of the bidder.

The progress regarding execution of the contract by the bidder does not comply with the SLAs proposed in this RFP and the deviations are above the defined threshold limits.

Deduction on account of liquidated damages exceeds 10% of the total contract price.

After the award of the contract, if the selected bidder does not perform satisfactorily or delays execution of the contract, the bank may give a 30 days cure period. Thereafter, if the selected bidder does not perform satisfactorily or delays execution of the contract, the Bank reserves the right to get the balance contract executed by another party of its choice by giving one month’s notice for the same. In this event, the selected bidder is bound to make good the additional expenditure, which the Bank may have to incur to carry out the bidding process for the execution of the balance of the contract. This clause is applicable if for any reason the contract is cancelled. The Bank reserves the right to recover any dues payable by the selected bidder from any amount outstanding to the credit of the selected bidder, including the pending bills and/or invoking Bank Guarantee, if any, under this contract or any other contract/order.

8.13 Earnest Money Deposit

Prospective bidders are required to submit Bank Guarantee drawn in favor of “Oriental Bank of Commerce” payable at Gurgaon, towards earnest money deposit (EMD) of (₹)10,00,000 (Rupees Ten Lakhs only). The Bank may accept bank guarantee in lieu of EMD for an equivalent amount valid for 180 days from the last date of bid submission and issued by any scheduled commercial bank acceptable to the Bank. The Bank will not pay any interest on the EMD. The EMD should be from bank other than Oriental Bank of Commerce

In case of a Bank Guarantee from a bank other than an Indian Public Sector Bank, prior permission of the Bank is essential. The format of Bank Guarantee is enclosed in Annexure 2 – Format for Bank Guarantee.

The EMD made by the bidder will be forfeited if:

1. The bidder withdraws his tender before processing of the same.

2. The bidder withdraws his tender after processing but before acceptance of the PO issued by Bank.

3. The selected bidder withdraws his tender before furnishing an unconditional and irrevocable Performance

Bank Guarantee.

4. The bidder violates any of the provisions of the terms and conditions of this tender specification.

The EMD will be refunded to:

1. The Successful Bidder, only after furnishing an unconditional and irrevocable Performance Bank Guarantee

(PBG) for 10% of the total project cost for 3 years and valid for 42 months including claim period of 6 (six)

months, validity starting from its date of issuance. The PBG shall be submitted within 15 days of the PO

issued from the Bank. The PBG should be from a bank other than Oriental Bank of Commerce

2. The Unsuccessful Bidder, only after acceptance of the PO by the selected bidder.



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8.14 Performance Bank Guarantee

1. As mentioned above, the Successful Bidder will furnish an unconditional and irrevocable Performance Bank

Guarantee (PBG) for 10% of the total project cost – for 3 years including claim period of 6 (six) months hence

42 months in total, validity starting from its date of issuance.

2. The PBG shall be submitted within 15 days of the PO from the Bank.

3. The PBG shall be denominated in Indian Rupees. All charges whatsoever such as premium; commission etc.

with respect to the PBG shall be borne by the Successful Bidder.

4. The PBG so applicable must be duly accompanied by a forwarding letter issued by the issuing bank on the

printed letterhead of the issuing bank. Such forwarding letter shall state that the PBG has been signed by

the lawfully constituted authority legally competent to sign and execute such legal instruments. The

executor (BG issuing Bank Authorities) is required to mention the Power of Attorney number and date of

execution in his / her favor with authorization to sign the documents.

5. Each page of the PBG must bear the signature and seal of the BG issuing Bank and PBG number.

6. In the event of the Successful Bidder being unable to service the contract for whatever reason, Bank may

invoke the PBG after providing 30 days’ cure period to the Bidder.

7. In the event of delays by Successful Bidder in implementation of project beyond the schedules given in the

RFP, the Bank may invoke the PBG.

8. Notwithstanding and without prejudice to any rights whatsoever of the Bank under the contract in the

matter, the proceeds of the PBG shall be payable to Bank as compensation by the Successful Bidder for its

failure to complete its obligations under the contract. Bank shall notify the Successful Bidder in writing of

the exercise of its right to receive such compensation within 14 days, indicating the contractual obligation(s)

for which the Successful Bidder is in default.

9. The Bank shall also be entitled to make recoveries from the Successful Bidder's bills, Performance Bank

Guarantee, or any other amount due to him, the equivalent value of any payment made to him by the bank

due to inadvertence, error, collusion, misconstruction or misstatement.

10. The PBG may be discharged / returned by Bank upon being satisfied that there has been due performance

of the obligations of the Successful Bidder under the contract. However, no interest shall be payable on the

PBG.

8.15 Resolution of Disputes

The bids and any contract resulting therefrom shall be governed by and construed according to Indian

laws. All dispute or differences whatsoever arising between the selected bidder and Bank out of or in

relation to the construction, meaning and operation or effect of the Contract, with the selected bidder,

or breach thereof shall be settled amicably. If, however, the parties are not able to resolve any dispute or

difference aforementioned amicably, after issuance of 30 days’ notice in writing to the other, clearly

mentioning the nature of the dispute / differences, to a single arbitrator, acceptable to both the parties,

for initiation of arbitration proceedings and settlement of the dispute/s and difference/s strictly under

the terms and conditions of the purchase contract, executed between Bank and the bidder. In case the



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decision about the sole arbitrator is not acceptable to either party, the disputes / differences shall be

referred to joint arbitrators with one arbitrator to be nominated by each party and the arbitrators shall

also appoint a presiding arbitrator before the commencement of the arbitration proceedings. The

arbitration shall be governed by the provisions of the Rules of Arbitration of the Indian Council of

Arbitration under the exclusive jurisdiction of the courts at Delhi, India.

The award shall be final and binding on both the parties and shall apply to the purchase contract.

Work under the Contract shall be continued by the selected bidder during the arbitration proceedings

unless otherwise directed in writing by Bank unless the matter is such that the work cannot possibly be

continued until the decision of the arbitrator, as the case may be, is obtained and save as those which are

otherwise explicitly provided in the Contract, no payment due or payable by Bank, to the bidder shall be

withheld on account of the ongoing arbitration proceedings, if any, unless it is the subject matter or one

of the subject matters thereof.

The venue of the arbitration shall be at Delhi, India under the exclusive jurisdiction of courts in Delhi.

8.16 Delays in Bidder’s Performance

The bidder must strictly adhere to the implementation schedule, as specified in the purchase contract, executed between the Parties for performance of the obligations, arising out of the purchase contract and any delay in completion of the obligations by the bidder will enable Bank to resort to any or all of the following:

1. Claiming Liquidated Damages

2. Termination of the purchase agreement fully or partly and claim liquidated damages.

3. Forfeiting of Earnest Money Deposit / Invoking EMD Bank Guarantee

8.17 Liquidated Damages

The Bank will consider the inability of the bidder to deliver services or install the equipment within the

specified time limit as a breach of contract and would entail the payment of Liquidated Damages on the

part of the bidder. The liquidated damages represent an estimate of the loss or damage that the Bank

may have suffered due to delay in performance of the obligations (relating to delivery, installation,

operationalization, implementation, training, acceptance, warranty, maintenance etc. of the proposed

solution/services) by the bidder.

Installation will be treated as incomplete in one / all of the following situations:

1. Non-delivery of any component or other services mentioned in the order

2. Non-delivery of supporting documentation

3. Delivery / availability, but no installation of the components and/or software

4. No integration

5. Non Completion of Transition within suggested timeline



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6. System operational, but unsatisfactory to the Bank

Bank may at its option demand and recover from the Successful Bidder(s) an amount equivalent to 1(one)

percent of the undelivered portion of contract value for every week of delay or part thereof, subject to a

10% of the overall contract value. Once the maximum is reached, the Bank may consider termination of

the contract. Similarly for delay in services, Bank may at its option demand and recover from the

Successful Bidder(s) an amount equivalent to 1 (one) percent of the incomplete portion of services for

every week of delay or part thereof.

Further, the Bank also reserves the right to cancel the order and invoke the Bank Guarantee/Performance

Guarantees in case of inordinate delays in the delivery/ installation of the equipment. Bank may provide

a cure period of 30 days and thereafter foreclose the bank guarantee without any notice. In the event of

Bank agreeing to extend the date of delivery at the request of Successful Bidder(s), it is a condition

precedent that the validity of Bank guarantee shall be extended by further period as required by Bank

before the expiry of the original bank guarantee. Failure to do so will be treated as breach of contract. In

such an event Bank, however, reserves its right to foreclose the bank guarantee.

8.18 Force Majeure

The bidder shall not be liable for forfeiture of its performance security, liquidated damages or termination for default, if any to the extent that its delay in performance or other failure to perform its obligations under the contract is the result of an event of Force Majeure.

For purposes of this Clause, “Force Majeure” means an event explicitly beyond the control of the bidder and not involving the bidder’s fault or negligence and not foreseeable. Such events may include Acts of God or of public enemy, acts of Government of India in their sovereign capacity and war.

If a Force Majeure situation arises, the bidder shall promptly notify the Bank in writing of such conditions and the cause thereof within fifteen calendar days. Unless otherwise directed by the Bank in writing, the bidder shall continue to perform his obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event. The Bidder shall promptly notify the bank in writing on cessation of Force Majeure.

In such a case the time for performance shall be extended by a period(s) not less than the duration of such delay. If the duration of delay continues beyond a period of three months, the Bank and the bidder shall hold discussions in an endeavour to find a solution to the problem. Notwithstanding the above, the decision of the Bank shall be final and binding on the bidder.

8.19 Audits

Bank can conduct any third party inspection / audit for any phase. The bidder must make all necessary

changes as mentioned by the results of these audits. Bank will incur the cost of appointment of a third

party for audit. The bidder must ensure that the findings of the audit are successfully closed by the bidder

within a mutually agreed timeline.



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The Successful Bidder(s) shall allow the Bank, it’s authorized Personnel, its auditors (internal and external)

and/or other statutory authorities, and unrestricted right to inspect and audit the operations and records

directly related to the services. The Cost & Accounting Records will be out of scope for the purpose of

audit conducted by the bank. If the Successful Bidder(s) is outsourcing any portion of the above activity,

it will be the responsibility of the Successful Bidder(s) to ensure that the authorities/officials as mentioned

above are allowed access to the places, systems, processes, records (expect Cost & Accounting Records)

etc. of the activity, for inspection and verification.

The Successful Bidder(s) shall keep complete and accurate records of all the operations in connection with

the activities, per prevalent best practices in the industry. All books, records (except Cost & Accounting

Records) and information relevant to the services shall be preserved in isolation and be presented to the

Bank or its designees for inspection as and when demanded.

The Successful Bidder(s) should recognize the right of Reserve Bank of India (RBI) to cause an inspection to be made of the Successful Bidder(s) / service provider and its books and accounts by one or more of its officers or employees or other designated person. Except in cases of regulatory and statutory audits, the Bank shall not exercise right to audit more than twice in a financial year.

8.20 Prices

The prices shall be quoted in Indian Rupees (INR) only upto 2 decimal places and shall not have any effect from variations / fluctuations of any other currency. The price charged by the bidder for the services performed to fulfil the scope of this RFP shall not vary from the contracted prices and shall remain valid for the contract period. No adjustment of the contract price shall be made on account of variation of costs of labor and materials or any other cost component affecting the total cost in fulfilling the obligations under the contract. The Contract price shall be the only payment, payable by the Purchaser to the bidder for completion of the contractual obligations by the bidder under the Contract, subject to the terms of payment specified in the Contract. The prices, once offered, must remain firm and must not be subject to escalation for any reason within the period of validity.

The price would be inclusive of all applicable taxes under the Indian law like customs duty, excise duty, import taxes, freight, forwarding, insurance, delivery, etc. but exclusive of only applicable Service Tax, VAT and Octroi / Entry Tax /equivalent local authority cess, which shall be paid / reimbursed on actual basis on production of bills. As and when GST is implemented, taxes which are included in the RFP and subsequently will fall under the purview of GST, will have to be quoted separately in the invoice. The Bank will not pay the same to avoid double taxation. Any increase in these taxes will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank The entire benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be passed on to Bank. The



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price quoted by the bidder should not change due to exchange rate fluctuations, inflation, market conditions, increase in custom duty or excise tax. The bank will not pay any out of pocket expense. No escalation in price quoted is permitted for any reason whatsoever. Prices quoted must be firm till the completion of the contract.

8.21 Professional Fees / Charges

If any of the items / activities as mentioned in the price bid and as mentioned in Annexure 15 are not taken up by the Bank during the course of this assignment, the Bank will not pay the professional fees / charges quoted by the bidder in the Price Bid against such activity / item. The Bank shall pay the professional fees, only on actual basis, for which services have been availed in the contract period.

8.22 Expenses and Taxes

The prices shall be quoted in Indian Rupees (INR) only upto 2 decimal places and shall not have any effect from variations / fluctuations of any other currency. The price charged by the bidder for the services performed to fulfill the scope of this RFP shall not vary from the contracted prices and shall remain valid for the contract period. No adjustment of the contract price shall be made on account of variation of costs of labor and materials or any other cost component affecting the total cost in fulfilling the obligations under the contract. The Contract price shall be the only payment, payable by the Purchaser to the bidder for completion of the contractual obligations by the bidder under the Contract, subject to the terms of payment specified in the Contract. The prices, once offered, must remain firm and must not be subject to escalation for any reason within the period of validity.

The price would be inclusive of all applicable taxes under the Indian law like customs duty, excise duty, import taxes, freight, forwarding, insurance, delivery, etc. but exclusive of only applicable Service Tax, VAT and Octroi / Entry Tax /equivalent local authority cess, which shall be paid / reimbursed on actual basis on production of bills. As and when GST is implemented, taxes which are included in the RFP and subsequently will fall under the purview of GST, will have to be quoted separately in the invoice. The Bank will not pay the same to avoid double taxation. Any increase in these taxes will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank The entire benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be passed on to Bank. The price quoted by the bidder should not change due to exchange rate fluctuations, inflation, market conditions, increase in custom duty or excise tax. The bank will not pay any out of pocket expense. No escalation in price quoted is permitted for any reason whatsoever. Prices quoted must be firm till the completion of the contract.



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The price quoted by the bidder should not change due to exchange rate fluctuations, inflation, market

conditions, increase in custom duty or excise tax. The bank will not pay any out of pocket expense.

8.23 Non-negotiability on RFP

Bank is not responsible for any assumptions or judgments made by the bidders for arriving at any type of

sizing or costing. Bank at all times will benchmark the performance of the bidder to the RFP documents

circulated to the bidders and the expected service levels as mentioned in these documents. In the event

of any deviations from the requirements of these documents, the bidder must make the same available

at no extra costs to bank, in order to achieve the desired service levels as well as meet the requirements

of these documents.

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

per this tender will remain unchanged unless explicitly communicated by the bank in writing to the

bidders. The bidder shall at no point be entitled to excuse themselves from any claims by bank whatsoever

for their deviations in conforming to the terms and conditions, payments schedules, expected service

levels, time frame for implementation etc. as mentioned in this RFP.

The Bidders shall adhere to the terms of this RFP and shall not deviate from the same.

8.24 Assignment

Neither the contract nor any rights granted under the contract may be sold, leased, assigned, or otherwise transferred, in whole or in part, by the bidder, and any such attempted sale, lease, assignment or otherwise transfer shall be void and of no effect without the advance written consent of the Bank.

8.25 Subcontracting

The bidder/OEM shall not subcontract or permit anyone other than its personnel to perform any of the work, service or other performance required of the bidder/OEM under the contract without the prior written consent of the Bank.

8.26 Limitation of Liability

The Vendor’s aggregate liability in connection with obligations undertaken as a part of the project

regardless of the form or nature of the action giving rise to such liability (whether in contract, tort or

otherwise), shall be at actuals and limited to the overall contract value for 3 years. The Vendor’s liability

in case of claims against OBC resulting from wilful misconduct or gross negligence of the Vendor, its

employees and subcontractors or from infringement of patents, trademarks, copyrights or such other

intellectual property rights, breach of confidentiality, or violation of any legal, regulatory, statutory

obligations shall be unlimited.



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In no event shall either party be liable to the other for any indirect, incidental or consequential damages or liability, loss of profits, revenue, and anticipated savings. Gross Negligence means serious disregard to an obvious risk. Willful Misconduct means where a party intentionally causes actual harm upon the other party and does not involve error or mistake in any form.

8.27 Contract Period

The contract period will commence from the date of acceptance of the PO, and will be valid for 3 years (extendable for 2 years on basis annual renewal on mutually agreed terms & conditions. However, the cost for the 4th year should not exceed more than 10% of the 3rd year’s payout. Similarly for 5th year.). The Successful Bidder needs to execute a comprehensive, definitive Service Level Agreement (SLA) with the Bank covering all terms and conditions of this RFP. SLA will cover performance and availability of the solution deployed. The performance of the Successful Bidder shall be reviewed every quarter and the Bank reserves the right to terminate the contract at its sole discretion by first providing a 30 day cure period and thereafter giving 90 days’ notice without assigning any reasons.

Any offer falling short of the contract validity period is liable for rejection.

The Bank will enter into an agreement with Successful Bidder for the duration of the project. The Bank

reserves the right to terminate the contract, if the assignment is not proceeding in accordance with the

terms of contract by first providing a 30 day cure period and thereafter issuing a notice of three months

(90 days).

Contract Continuity- The contract shall terminate only on explicit correspondence to that effect. Until that

time, Successful Bidder shall continue to provide the service at the contracted price per the agreement. As

and when the Bank decides to outsource the IT Infrastructure Managed Services to other vendor or change

the current business model / vendor, Successful Bidder has to coordinate for transition to the Bank’s new

model without causing disruption of the current Services at no extra cost to the Bank. The transition out

phase and the support required from Successful Bidder shall be communicated to Successful Bidder six

months before the transition starts. Bank shall reserve right to revise the transition period. During transition

period Successful Bidder shall at least, but not limited to, provide support in terms of transition of assets

and data, training and knowledge transfer and any other type of support during the defined transition

period.

In event of bidder insolvency, contract termination, and any other Force Majeure conditions, Successful

Bidder shall continue to provide the service without causing disruption of the services to customers of the

Bank at no extra cost to the Bank.

Successful bidder agrees to ensure that all the items / products used for delivering services to the Bank

including all components are new and are using state of the art technology. Successful bidder shall provide

such proof of the new equipment (e.g. Copy of invoice etc.) to the Bank. In case of software supplied with

the system, Successful Bidder shall ensure that the same is licensed and legally obtained with valid

documentation made available to the Bank. Successful bidder shall indemnify, protect and save the Bank



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against all claims, losses, costs, damages, expenses, action, suits and other proceedings, resulting from

infringement of any patent, trademarks, copyrights etc. or such other statutory infringements under the

Copyrights Act, 1957 or IT Act 2008 or any Act in force at that time in respect of all the hardware, software

and network equipment or other systems supplied by bidder to the Bank from any source.

At all times during Transition / maintenance / business-as-usual running, selected bidder needs to adhere

to Banks’ required compliances vis-à-vis security, confidentiality, integrity and availability and also any RBI

guidelines on the same.

Vendor shall at least, but not limited to, provide support in terms of transition of assets and data, training

and knowledge transfer and any other support during the defined transition period. There shall be no

escalation of cost during the transition period.

8.28 Delays in Design, Implementation and Performance Guarantee

The bidder must strictly adhere to the implementation schedule, as specified in the purchase contract, executed between the Parties for performance of the obligations, arising out of the purchase contract and any delay in completion of the obligations by the bidder will enable Bank to resort to any or all of the following provided that the bidder is first given a 30 days’ written cure period to remedy the breach/delay: 1. Termination of the purchase agreement fully or partly and claim liquidated damages. 2. Forfeiting of Earnest Money Deposit / Invoking EMD Bank Guarantee However, bank will have the absolute right to charge penalty and/or liquidated damages as per RFP/contract without giving any cure period, at its sole discretion.

8.29 Publicity

Any publicity by the bidder in which the name of the Bank is to be used should be done only with the explicit written permission of the Bank.

8.30 Privacy and Security Safeguards

The Successful Bidder shall not publish or disclose in any manner, without the Bank's prior written consent, the details of any security safeguards designed, developed, or implemented by the Successful Bidder under this contract or existing at any Bank location. The Successful Bidder shall develop procedures and implementation plans to ensure that IT resources leaving the control of the assigned user (such as being reassigned, removed for repair, replaced, or upgraded) are cleared of all Bank data and sensitive application software. The Successful Bidder shall also ensure that all its employees and associated staff who are involved in providing such security safeguards or part of it shall not publish or disclose in any manner, without the Bank's prior written consent, the details of any security safeguards designed, developed, or implemented by the Successful Bidder under this contract.



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8.31 Confidentiality

This document contains information confidential and proprietary to the Bank. Additionally, the bidder will be exposed by virtue of the contracted activities to internal business information of the Bank, affiliates, and/or business partners. Disclosure of receipt of any part of the aforementioned information to parties not directly involved in providing the services requested could result in the disqualification of the bidder, premature termination of the contract, or legal action against the bidder for breach of trust. The information provided / which will be provided is solely for the purpose of undertaking the services effectively.

No news release, public announcement, or any other reference to this RFP or any program there under shall be made without written consent of Bank. Reproduction of this RFP, by photographic, electronic, or other means is strictly prohibited.

8.32 Adherence to Terms and Conditions

The bidders who wish to submit responses to this RFP should abide by all the terms and conditions

contained in the RFP. The bidder is required to put in a no deviation bid. If the responses contain any

extraneous conditions put in by the respondents, such responses may be disqualified and may not be

considered for the selection process.

8.33 Execution of Contract and NDA

The bidder and bank should execute (a) Contract which would include all the service and terms and

conditions of the services to be extended as detailed herein and as may be prescribed by the Bank and (b)

Non-disclosure Agreement. The bidder should execute the contract and NDA within one month from the

date of acceptance of the purchase order.

The NDA format is enclosed as Annexure 23 - NDA Format.

8.34 Successful Bidder’s Personnel

The Successful Bidder will agree, acknowledge and covenant that:

1. The personnel to be employed by the successful Bidder for carrying out the Works have and will continue

to use all the skill, care and diligence reasonably to be expected of such suitably qualified and experienced

personnel having regard to the value, scale, character and quality of the Works;

2. The personnel employed shall have the necessary qualifications and skill-sets as agreed to by OBC;

3. The Successful Bidder shall have necessary stand-by arrangements available in case of absence of personnel

for leave or any other reason;

4. In case of services of an existing employee of the Successful Bidder are withdrawn / terminated by the

Successful Bidder, sufficient notice has to be given to OBC and a replacement of equivalent qualification

should be deployed; and



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5. OBC shall have the right to require the Successful Bidder to remove any of their personnel for misconduct

or any other reason specified by OBC.

8.35 Other Terms and Conditions

Bank reserves the right to:-

1. Reject any and all responses received in response to the RFP

2. Waive or change any formalities, irregularities, or inconsistencies in proposal format delivery

3. Negotiate any aspect of the proposal with any bidder and negotiate with more than one bidder at one time

4. Extend the time for submission of all proposals

5. Select the most responsive bidder (in case no bidder satisfies the eligibility criteria in totality)

6. Select the next most responsive bidder if negotiations with the bidder of choice fail to result in an agreement

within a specified time frame.

7. Share the information / clarifications provided in response to the RFP by any bidder, with any other bidder(s)

/ others, in any form.

8. Cancel the RFP at any stage

9. Interview the personnel being deployed on the project

10. Conduct site visits of bidders related to proposed solution and facilities.

11. Take presentations on proposed solution of the bidders.

8.36 Substitute of Project Team Members

During the assignment, the substitution of key staff identified for the assignment will not be allowed unless such substitution becomes unavoidable to overcome delay in implementation or is critical to meet the obligation. In such circumstances, the bidder can do so only with the concurrence of the Bank by providing other staff of the same level of qualifications and expertise.

8.37 Professionalism

The bidder should provide professional, objective and impartial advice at all times and hold the Bank’s interests paramount. It should observe the highest standard of ethics while executing the assignment.

8.38 Integrity Pact

To ensure transparency, equity, and competitiveness and in compliance with the CVC guidelines, this tender shall be covered under the Integrity Pact (IP) policy of the bank. The pact essentially envisages an agreement between the prospective bidders/vendors and the bank committing the persons/officials of both the parties, not to exercise any corrupt influence on any aspect of the contract. The format of the agreement is enclosed in Annexure 22.

Signing of the IP with the bank would be one of the preliminary qualification for further evaluation. In other words, entering into this pact would be one of the preliminary qualification for this tender and the pact shall be



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effective from the stage of invitation of bids till the complete execution of the contract. Any vendor/bidder not signed the document or refusing to sign shall be disqualified in the bidding process

The Integrity Pact envisages a panel of Independent External Monitors (IEMs) to review independently and objectively, whether and to what extent parties have complied with their obligation under the pact. The IEM has the right to access to all the project document. Shri….. Shall be acting as the IEM for this contract/Tender. However, Bank at its sole discretion reserves the right to change/name another IEM, which shall be notified later.

8.39 Adherence to Laws and Standards

The bidder should adhere to laws of land and rules, regulations and guidelines prescribed by various regulatory, statutory and Government authorities.

Bidder must ensure that the Lead Management System is compliant to all existing regulatory guidelines of GOI / RBI and also adheres to requirements of the IT Act 2000 (including amendments in IT Act 2008) and Payment and Settlement Systems Act 2007 and amendments thereof. The bidder must submit a self-declaration to this effect.

The Bank reserves the right to conduct an audit / ongoing audit of the services provided by the bidder. The Bank reserves the right to ascertain information from the banks and other institutions to which the bidders have rendered their services for execution of similar projects.

8.40 Authorized Signatory

The selected bidder shall indicate the authorized signatories who can discuss and correspond with the Bank, with regard to the obligations under the contract.

Requisite power of attorney/ board resolution authorizing the signatories of the bid to respond to this RFP must be submitted along with the bid. The selected bidder shall submit at the time of signing the contract, a certified copy of the extract of the resolution of its Board, authenticated by Bank Secretary, authorizing an official or officials of the Bank or a Power of Attorney copy to discuss or sign agreements/ contracts with the Bank. The bidder shall furnish proof of signature identification for above purposes as required by the Bank.

8.41 Applicable laws and jurisdictions

The Contract with the selected bidder shall be governed in accordance with the laws of India for the time being enforced and will be subject to the exclusive jurisdiction of Courts at Delhi (with the exclusion of all other Courts).

8.42 Collusive Conduct

Bidders and their officers, employees, agents and advisers must not engage in any collusion, anti – competitive conduct or any other similar conduct with any other bidder or any other person in relation to the preparation or lodging of responses.

By submitting a signed proposal, the bidder certifies that:



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1. It has arrived at the prices in its proposal without agreement or discussion with any other bidder of this RFP

for the purpose of restricting competition.

2. The prices in the proposal have not been disclosed and will not be disclosed to any other bidder of this RFP.

3. No attempt by the bidder to induce any other bidder to submit or not submit a proposal for restricting

competition has occurred.

8.43 Unlawful inducements

A bidder and its respective officers, employees, agents or advisers must not have violated and must not violate any applicable laws regarding the offering of inducements in connection with the preparation of their response. Bidders and their representatives must not directly or indirectly attempt to unduly influence the outcome of the RFP process.

8.44 Conflict of Interest

The bidder shall disclose to the Bank in writing all actual and potential conflicts of interest that exist, arise or may arise (either for the bidder or the bidder’s team) in the course of performing the Service(s) as soon as practical after it becomes aware of that conflict.

8.45 Exit Management

The bidder shall promptly on the commencement of the exit management period (maximum of 6 Months or any mutually agreed period) supply to the Bank or its nominated vendors the following:

1. Information relating to the current services rendered

2. Documentation relating to Intellectual Property Rights

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

Before the expiry of the exit management period, the current vendor shall deliver to the Bank or its nominated vendor all new or updated materials from the categories set out in point (1) above, and shall not retain any copies thereof, except that the current vendor shall be permitted to retain one copy of such materials for archival purposes only.

8.46 Transfer of Agreements

On request by the Bank or its nominated vendor, the current vendor shall effect such assignments, transfers, innovations, licenses and sub-licenses in favor of the Bank or its nominated vendor, in relation to any equipment lease, maintenance or service provision agreement between existing vendor and nominated vendor, and which are related to the services and reasonably necessary for the carrying out of replacement services.

The Bank and its appointed nominees shall have the Right of Access to premises where the assets are hosted or from where services are being provisioned.



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8.47 Payment Terms

8.47.1 Fees for FM Manpower

The fees for deploying FM- Manpower would be payable quarterly, at the end of the quarter, on actuals,

as per the bill submitted by the bidder and on verification of the bank.

8.47.2 LMS Software and implementation

The Payment will be made on the achievement of the milestones mentioned as under:

Milestone License fee (%) Implementation fee (%)

Delivery of LMS solution/software licenses 40% --

One month after Successful installation and implementation of LMS at 100 pilot offices identified by the Bank and sign-off provided by the Bank

30% 40%

Successful completion of application UAT, security review along with acceptance by the Bank

30% 30%

Two months after Successful Go-Live and sign-off provided by the Bank

-- 30%

Note: The payment of ATS shall be made on half-yearly basis in arrears or in advance, against the Bank

Guarantee (to be submitted/renewed by the Bidder yearly). FM support services will be paid quarterly

in arrears.

The ATS and support services cost shall be paid after successful completion of stabilization phase, subject

to satisfactory services rendered, till that date. In case of delayed delivery or incomplete delivery, the

date of receipt of the complete and final component as per the SRS shall be treated as delivery date.

8.47.3 Training Costs

100% of the payment for the training costs will be made by the bank on successful completion of the training.

8.47.4 Other Payment Terms

1 At all times bank would be paying only for the services/ application modules utilized by the bank or deployed in production. At no point, Bank would pay for the services/ modules that is not deployed for the Bank’s use.

2 Also, the payments for each month/ quarter (as applicable) will be made only after the acceptance of the milestones and relevant activities/ deliverables for that month/ quarter. Any delay in achievement of the milestones or deliverables will result in further delay of the payment.



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3 The Bidder recognizes that all payments to the bidder under this RFP and subsequent agreement are linked to and dependent on successful achievement and acceptance of milestones/ deliverables/ activities set out in the project plan and therefore any delay in achievement of such milestones/ deliverables/ activities shall automatically result in delay of such corresponding payment.

4 Bidders have to provide the prices for implementation across all the offices. TCO will be calculated as the summation of the grand total of the price bid and all the items mentioned as additional items.

5 The reasons like non-familiarity with the site conditions and/or existing IT infrastructure will not be considered as a reason for any delay or extra claims whatsoever.

6 The fees payable by the bank to bidder shall be inclusive of all costs such as insurance, taxes (including service tax, as per the rates applicable), custom duties, levies, cess, transportation, installation, (collectively referred to as “Taxes”) that may be levied, imposed, charged or incurred and the Bank shall pay the fees due under this RFP and subsequent agreement after deducting any tax deductible at source (“TDS”), as applicable. The bidder will need to provide the details for the tax rates as considered in the pricing. This will be used for subsequent tax changes. The Bank shall pay each undisputed invoice raised in accordance with this RFP and subsequent agreement, within 30 working days after its receipt unless otherwise mutually agreed in writing, provided that such invoice is dated after such Fees have become due and payable under this RFP and subsequent agreement.

7 Any objection/ dispute to the amounts invoiced in the bill shall be raised by the bank within reasonable time from the date of receipt of the invoice. Upon settlement of disputes with respect to any disputed invoice(s), the bank will make payment within reasonable time after the settlement of such disputes. All out of pocket expenses, travelling, boarding and lodging expenses for the entire Term of this RFP and subsequent agreement is included in the amounts and the Bidder shall not be entitled to charge any additional costs on account of any items or services or by way of any out of pocket expenses, including travel, boarding and lodging etc.

All the payments will be made as per the milestones agreed in this RFP document. The ATS costs shall be paid half-yearly in arrears or in advance against the Bank Guarantee (to be submitted/renewed by the Bidder yearly), support costs will paid quarterly in arrears. Training costs will be paid by the bank on successful completion of the training.



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9 Instructions to Bidders

9.1 Three-stage bidding process

The bids in response to this RFP must be submitted in three parts, i.e. Confirmation of Eligibility Criteria

(along with the EMD), ‘Technical Bid’ (TB) and ‘Commercial Bid’ (CB).

The mode of submission of Confirmation of Eligibility Criteria, Technical Bid (TB) and Commercial Bid (CB)

shall be both online and offline.

All the LMS application OEMs must ensure that their product is proposed by a maximum of 2 (two)

bidders. In case of more than 2 (two) bids, proposing the Lead Management System, the Bank may, at its

own discretion, choose to reject all such bids.

One copy each of the Confirmation of Eligibility Criteria (with the EMD and RFP fee if applicable) and the

technical bid must be submitted at the same time, giving full particulars in separate sealed envelopes at

the bank’s address mentioned above, on or before the schedule given above. All envelopes should be

securely sealed and stamped. The hard copy of the bid document shall be treated as final in case of any

discrepancy with the soft copy.

Bidders are permitted to submit only one technical bid and relevant commercial bid. More than one

technical and commercial bid should not be submitted.

Receipt of the bids shall be closed as mentioned in the bid schedule. Bids received after the scheduled

closing time will not be accepted by the Bank under any circumstances.

Earnest Money Deposit must accompany all tender offers as specified in this tender document. Bank

Guarantee Performa for EMD should accompany the Confirmation of Eligibility Criteria and should not be

mixed with the Technical Bid.

All Schedules, Formats and Annexures should be stamped and signed by an authorized official of the

bidder’s company.

The bidder is expected to examine all instructions, forms, terms and conditions and technical

specifications in the bidding documents. Failure to furnish all information required by the bidding

documents or submission of a bid not substantially responsive to the bidding documents in every respect

will be at the bidder’s risk and may result in rejection of the bid.

No rows or columns of the tender should be left blank. Offers with insufficient information are liable to

rejection.

The bid should contain no interlineations, erasures or over-writings except as necessary to correct errors

made by the bidder. In such cases, the person/ s signing the bid should initial such corrections.



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9.2 Technical Bid

The technical bid should be complete in all respects and contain all information asked for, except prices.

The technical bid should include all items asked for in Annexure 15: Commercial Bill of Material and other

formats present in the annexures to this RFP. The technical bid should be complete to indicate that all

products and services asked for are quoted and should give all required information.

A masked copy of the original commercial offer should also be submitted with the Technical Bid, failing

which the bid will be rejected.

The technical bid envelope should also include the CD containing the soft copy of the Technical bid with

annexure and formats. However, it should not contain price related information, failing which the bid will

be rejected outright.

The bidder should provide a compliance statement for all the specifications of technical requirements

against each item. All relevant product information such as user manuals, technical specifications sheet

etc. should be submitted along with the offer. Failure to submit this information along with the offer could

result in disqualification of the bid.

The bank, at its discretion, may not evaluate a technical bid in case of non-submission or partial

submission of technical details.

It is mandatory to provide the technical details in the exact format of bidder’s information as explained

above. The offer may not be evaluated by the bank in case of non-adherence to the format or non-

submission/ partial submission of technical details per the format given in the tender. The bank will not

permit changes in the technical specifications once submitted. The relevant information, printed

brochure, technical specification sheets etc. should be submitted along with the offer. Failure to submit

this information along with the offer could result in disqualification.

9.3 Commercial Bid

The commercial bid should be submitted online as well as in physical form per Annexure 15: Commercial

Bill of Materials and should be without any conditions. In case there is a deviation required by the bidder

on the commercial bid format, the same should be intimated to the bank in writing before the last date

for submission of queries. The bank reserves the right to accept or reject the alternate commercial bid

format proposed by the bidder.

9.4 Submission of Bids

The bank expects the bidders to carefully examine all instructions, terms and conditions mentioned in this

RFP document before submitting its unconditional compliance as part of the RFP. Failure to furnish all

information required or submission of an RFP not substantially responsive to the RFP in every respect will

be at the bidder’s risk and may result in the rejection of its response.



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In addition, the bid in the online mode shall be submitted by the bidder at bank’s e-Tendering portal

https://obc.eproc.in.

9.5 Sealing and Marking of Bid

1 Sealed Envelope A (for bid amount submission)

DD for RFP fee (if not paid already at the time of RFP procurement)

2 Sealed Envelope B (Confirmation of Eligibility Criteria) should contain:

Bank Guarantee Performa for EMD and labelled accordingly

Annexure 14: Confirmation of Eligibility

Documents supporting the response provided for Annexure 14

3. Any other documents deemed relevant by the bidder Sealed Envelope C (Technical Bid) should contain:

Write up on the solution proposed by the bidder as a response to this RFP

Documents supporting documents for the Technical Bid

Annexure 1: Functional & Technical Specifications

Annexure 3: Technical Bid Format

Annexure 5: Proposed Agency Profile

Annexure 6: Confirmation of Terms and Conditions

Annexure 7: Tender Offer Cover Letter

Annexure 8: Proposed Team Profile

Annexure 9: Manufacturer’s Authorization Form

Annexure 11: Compliance Statement

Annexure 12: Proposed Resource Profile

Annexure 13: Submission Checklist

Annexure 15: Commercial Bill of Materials (Masked)

Annexure 17: Bid Undertaking Letter

Annexure 19: Resource Deployment Plan during Implementation Phase

Annexure 21: LMS Product Vendor Undertaking

Annexure 22: Integrity Pact

Any other documents deemed relevant by the bidder

CD containing technical response along with all relevant annexure.

4. Both Envelope B and C should be placed inside a master Sealed Envelope D

5. Sealed Envelope E (Commercial Bid) should contain:

Annexure 4: Commercial Compliance Certificate

Annexure 15: Commercial Bill of Materials



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6. Envelopes A, B, C, D and E should have the following inscriptions:

Top left corner: Contents

Top right corner: Bid Reference Number and Due Date

Centre: Address of Bank as stated below

Bottom left corner: Name, address, contact number and e-mail ID of bidder

Bids duly sealed should be submitted at the below address on or before the last Date and Time for bid

submission. Any other mode of submission, e.g. by courier, fax, e-mail etc. will not be accepted.

Department of Information Technology Corporate Office Oriental Bank of Commerce Plot No. 5, Sector 32 Gurgaon – 122001

9.6 Late Bids

Any bid received after the due date and time for receipts of bids as prescribed in this RFP will be rejected

and returned unopened to the bidder.

9.7 Opening of Bids

Bids received within the prescribed closing date and time will be opened in presence of bidders’

representatives who choose to attend the opening of the tender on the specified date and time as

mentioned earlier in the tender document. The bidder’s representatives present shall sign a register of

attendance and minutes and they should be authorized by their respective companies to do so. A copy of

the authorization letter should be brought for the bank to verify.

The bids shall be opened in 2 phases.

1 In Phase 1, the Confirmation of Eligibility Criteria and the Technical Bid will be opened per the schedule given in the RFP by Technical Bid Opening Committee of Bank appointed for the purpose in the presence of bidder(s) who choose to attend the meeting and sign a register evidencing their attendance. However, the Technical Bid will be evaluated only for the bidders who satisfy all the eligibility criteria.

2 In Phase 2, Commercial Bids of only bidders who meet the Technical Evaluation cut-off shall be opened in the presence of bidders’ representatives who choose to attend, at the time, on the date, and at the place that will be communicated to them. The bidders’ representatives who are present shall sign a register evidencing their attendance.

The bidders’ names, bid modifications or withdrawals, bid prices, discounts, and the presence or absence

of the requisite bid security and such other details as the bank, at its discretion, may consider appropriate,

will be announced at the commercial bid opening.



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Bank reserves the right to take the services of any one or more external agencies for total evaluation of

the proposal submitted by the bidder. However, the final decisive parameters would be at the sole

discretion of the bank and the bank is not liable to disclose either the criteria or the evaluation report/

reasoning to the bidder(s).

9.8 Clarification of Bids

During the bid evaluation, the bank may, at its discretion, ask the bidders for clarifications with respect to

their bids. The request for clarification and the response shall be in writing, and no change in the price or

substance of the bid shall be sought, offered or permitted. Bank has the right to disqualify the bidder(s)

whose clarifications are found not suitable for the requirement according to the scope of the work.

9.9 Address for Communication

Point of Contact:

Deputy General Manager Address:

Department of Information Technology Corporate Office, Oriental Bank of Commerce Plot No. 5, Sector 32, Gurgaon – 122 001

Email Id:

[email protected]

9.10 Technical Proposal Content

Sr. Section Content

1 General Information and mandatory Forms

General Information about the bidder including capability, centre of excellence, teams etc.

Forms/ Details as per annexures

2 Proposed Solution

3 Past Experience

4 Project Approach and Methodology

5 Project Governance

6 Resource Deployment

7 Warranty, ATS and Support and Maintenance Services

8 Optional Supplementary Information



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9.11 Non-Transferable Tender

This tender document is not transferable. Only the bidder who has purchased this tender form is entitled

to quote.

9.12 Soft Copy of Tender Document

The soft copy of the tender document will be made available on the Bank’s website. However, the Bank

shall not be held responsible in any way, for any errors/ omissions/ mistakes in the downloaded copy. The

bidder is advised to check the contents of the downloaded copy for correctness against the printed copy

of the tender document. The printed copy of the tender document shall be treated as correct and final, in

case of any errors in the soft copy.

The bidders who are submitting the bid by downloading from the Bank’s website will have to pay the non-

refundable fee while submitting the bid. The same should not be included in any other envelope and

should be submitted in a separate envelope.

9.13 Bid validity period

The offer should hold good for a period of 180 days from the last date of bid submission.

9.14 Pre bid meeting

For clarification of doubts of the bidders on issues related to this RFP, the bank intends to hold a Pre-Bid

Meeting on the date and time as indicated in the RFP.

For any clarification with respect to this RFP, the bidder may send an email to [email protected]. The format

to be used for seeking clarification is mentioned in Annexure 16: Pre Bid Query Format. It may be noted

that all queries, clarifications, questions etc., relating to this RFP, technical or otherwise, must be in writing

only and should be to the designated e-mail ID as stated earlier.

Written requests for clarification may be submitted to the bank as per the last date to submit pre-bid

queries mentioned in the RFP. It may be noted that no queries of any bidder shall be entertained after the

last date for submission of queries via e-mail. Only two authorized representatives of the bidders who

have purchased the RFP will be allowed to attend the meeting.

9.15 Rejection of Bids

The bank reserves the right to reject any or all the bids or scrap the bidding process at any stage without

assigning any reason. The Earnest Money Deposits in such event will be returned by the bank. However,

the participation fee will not be refunded.



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9.16 Business Rules for reverse auction

9.16.1 Applicability

1 Reverse auctions are carried out under the framework of rules that are called Business Rules.

2 All bidders participating in reverse auction shall understand/accept and give an undertaking for compliance with the same to the Bank in the prescribed format Annexure 11: Compliance Statement.

3 Any bidder not willing to submit such an undertaking shall be disqualified for further participation in the e-procurement process in question.

9.16.2 Compliance/Confirmation from Bidder

The bidders participating in reverse auction shall submit the following documents duly signed by the same

Competent Authority who signs the offer document in response to the RFP:

1 Acceptance of Business Rules for Reverse Auction and undertaking as per format in Annexure 11: Compliance Statement.

2 Agreement between bidder and vendor supporting the reverse auction. (This format will be given by the OEM prior to Reverse Auction.)

3 Letter of authority authorizing the official/s to take part in Reverse Auction as per format in Annexure 11: Compliance Statement.

9.16.3 Training to bidders

1 The Bank will facilitate training for participation in reverse auction either on its own or through the service provider for the reverse auction.

2 On request where necessary, the Bank/service provider may also conduct a ‘mock reverse auction’ to familiarize the bidders with reverse auction process.

3 Any bidder not participating in training and/or ‘mock reverse auction’ shall do so at his own risk and it shall not be open for him to make any request / complaint / grievance later.

4 Each bidder shall participate in the training at his / their own cost.

5 The venue, date, time etc. for training in reverse auction shall be advised at the appropriate time.

6 No request for postponement/fixing of training date/time shall be entertained which in the sole view and discretion of the Bank might result in any avoidable delay to either the Reverse Auction or the whole process of selection of bidder.

9.16.4 Date/time of reverse auction

1 The date and time of commencement of reverse auction as also duration of ‘Reverse Auction Time’ shall be communicated at least 4 working Days prior to such auction date.



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2 Any force majeure or other condition leading to postponement of auction shall entitle the Bank to postponement of auction even after communication, but the Bank shall be obliged to communicate to all participating bidders the ‘postponement’ prior to commencement of such ‘Reverse Auction’.

9.16.5 Conduct of Reverse Auction

1 The reverse auction shall be conducted on a specific web portal meant for this purpose.

2 The reverse auction may be conducted by the bank itself or through a service provider specifically identified/appointed/empanelled by the bank.

9.16.6 Proxy Bid

1 Through proxy bid provision in the reverse auction process the bidder can feed in the system directly in strict confidence the initial quote and the lowest bid amount up to which it intends to quote. The system automatically will keep his quote decreasing by specified decremented amount as soon as some other bidder quotes amount lower than proxy bidder’s last quote. This obviates the need for him participating in the bidding process until the proxy bid amount is decremented reached by other bidders.

2 When proxy bid amount is reached, the bidder has an option to revise the proxy bid amount or he can prefer to start participating in bidding process.

3 The service provider will clarify the proxy bidding in detail during training.

9.16.7 Transparency in Bids

All bidders will be able to view during the auction time the current lowest price in portal. Bidder shall be

able to view not only the lowest bid but also the last bid made by him at any point of time during the

auction time.

9.16.8 Masking of Names

1 Names of bidders shall be masked in the Reverse Auction process and bidders will be given suitable dummy names.

2 After completion of Reverse Auction, the service provider / auctioneer shall submit a report to the Bank with all details of bid and the original names of the bidders as also the L1 bidder with his / their original names.

9.16.9 Start Price

Reverse Auction process shall commence at and after electronically loading the “START-UP PRICE” on the

basis of lowest TCO arrived at after evaluation of commercial bids or lesser than the lowest TCO arrived

as evaluated by the Bank



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9.16.10 Decremented Bid Value

1. The bidders shall be able to bid only at a specified decrement value or multiple thereof and not at any other fractions. The Bid decrement value for each line item or for composite value shall be decided by the Competent Authority depending upon the nature and the value of equipment being procured.

2. For the sake of convenience of bidders, the web portal shall display the next possible decremented value of bid. It is not, however, obligatory on the part of bidders to bid at the next immediate lower level only. (That is, bids can be even at 2 or 3 lower levels than the immediate lower level.)

9.16.11 Reverse Auction Process

1. In order to reduce the time involved in the procurement process, Bank shall be entitled to complete the entire procurement process through a single Reverse Auction or in multiple Reverse Auctions by splitting the items of bill of material in different lots.

2. The Bank shall however, be entitled to cancel the Reverse Auction process, if in its view procurement or Reverse Auction process cannot be conducted in a fair manner and / or in the interest of the Bank.

3. The successful bidder shall be obliged to provide a Bill of Material at the last bid price at the close of auction.

9.16.12 Changes in Business Rules

1 Any change in Business Rules as may become emergent and based on the experience gained may be made by the Bank.

2 Any/ all changes made in Business Rules shall be uploaded in the Website of the Bank www.obcindia.co.in immediately.

3 If any reverse auction process has commenced and a change is made in Business Rules, it shall be informed immediately to each bidder participating in the Reverse Auction and his concurrence to/ acceptance of the change shall be obtained in writing by the Bank.

9.16.13 Don’ts applicable to the Bidders

1 No bidder shall involve himself/ itself or any of his/ its representatives in any price manipulation directly or indirectly with other bidders. If any such practice comes to the notice, Bank shall disqualify the bidders concerned from the e-Procurement process.

2 Bidder shall not disclose details of his bids or any other details concerning Reverse Auction process of the Bank to any other third party without specific permission in writing from the Bank.

3 Neither Bank nor service provider/ auctioneer can be held responsible for consequential damages such as no power supply, system problem, inability to use the system, Loss of electronic information, power interruptions, UPS failure, etc. at bidders’ place. (Bank shall, however, entertain any such issues of interruptions, problems with open mind and fair degree of transparency in the process before deciding to stop or extend the auction.)



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9.16.14 Errors and omissions

On any issue or area of material concern respecting e-Procurement not specifically dealt with in these

Business Rules, the decision of the bank shall be final and binding on all concerned.

9.17 Award of Contract

Following the evaluation, contract may be awarded to the bidder whose bid meets the requirements of

this RFP and provides the best value to the bank from both a techno-functional and commercial point of

view. The Bank reserves the right to award the contract in whole or in part.

The acceptance of the bid, subject to contract, will be communicated by way of placing a purchase order

in writing at the address supplied by the bidder in the bid document. Any change of address of the bidder

should therefore be notified promptly to the Deputy General Manager at the address given in this RFP.

9.18 Signing of Contract

The successful bidder(s) shall be required to enter into a contract with bank, within thirty (30) days of the

award of the work or within such extended period, as may be specified by bank. The contract shall be

based on this RFP document, P.O, and such other terms and conditions as may be determined by bank to

be necessary for the due performance of the work, as envisaged herein and in accordance with the bid.

However the terms and conditions of purchase order and RFP shall constitute a binding contract till such

a contract is issued.

9.19 Legal Compliance

1 The successful bidder hereto agrees that it shall comply with all applicable union, state and local laws, ordinances, regulations and codes in performing its obligations hereunder, including procurement of license, permits and certificates and payment of taxes where required. If at any time during the term of this agreement, the bank identifies or information comes to the bank's attention that the successful bidder is or may be in violation of any law, ordinance, regulation, or code (or if it is so decreed or adjudged by any court, tribunal or other authority), the bank shall be entitled to terminate this agreement with immediate effect.

2 The successful bidder shall maintain all proper records, particularly but without limitation accounting records, required by any law, code, practice or corporate policy applicable to it from time to time including records, returns and applicable documents under the Labour Legislation.

3 The successful bidder shall ensure payment of minimum wages to persons engaged by it as fixed from time to time under the Minimum Wages Act, 1948. In case the same is not paid, the liability under the act shall solely rest with the successful bidder.



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9.20 Amendment to Contract

No variation in or modification of the conditions of the contract shall be made except by written

amendment signed by the parties.



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10 List of Abbreviations

Acronym Full Form

AM Approach and Methodology

AMC Annual Maintenance Contract

ARA At risk amount

ATS Annual Technical Support

BOM Bill of Materials

CB Commercial Bid

CD Compact Disk

CRM Customer Relationship Management

DC Data Center

DR Disaster Recovery

EMD Earnest Money Deposit

FR Functional Requirements

GUI Graphical User Interface

IT Information Technology

LMS Lead Management System

NBFC Non-Banking Financial Company

NDA Non-Disclosure Agreement

OBC Oriental Bank of Commerce

PB Project Demonstration & Bid Presentation

PBG Performance Bank Guarantee

PE Past Experience

PO Purchase Order

PoP Point of Presence

PSU Public Sector Undertaking

RCA Root cause analysis

RDBMS Relational Database Management Systems

RFP Request for Proposal

SAN Storage Area Network

SCB Scheduled Commercial Bank

SI System Integrator

SLA Service Level Agreement

TB Technical Bid

TCO Total Cost of Ownership

TR Technical Requirements



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11 Annexure

11.1 Annexure 1: Functional and Technical Specifications

The functional and technical specifications of the required lead management system are mentioned in the

file separately as Annexure 1 – Functional and Technical Specifications.



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11.2 Annexure 2: Bank Guarantee Performa for Earnest Money Deposit (EMD)

(To be stamped in accordance with stamp act)

Date:

Bank Guarantee no.:

Department of Information Technology Corporate Office, Oriental Bank of Commerce Plot No. 5, Sector 32, Gurgaon – 122 001 Dear Sirs,

In accordance with your proposal reference no. ______________________________ dated

_______________ M/s______________________________________ having its registered office at

______________________ ________________________ herein after called ‘bidder’) wish to participate

in the said proposal for supply, customization, installation, and maintenance of software at Oriental Bank

of Commerce having its Head Office at Plot No. 5, Sector -32, Institutional Area, Gurgaon- 122001.

An irrevocable Financial Bank Guarantee (issued by a nationalized / scheduled commercial Bank) against

Earnest Money Deposit amounting to Rupees __________, Rupees (in words)___________valid up to

__________ is required to be submitted by the bidder, as a condition for participation in the said bid,

which amount is liable to be forfeited on happening of any contingencies mentioned in the proposal

document.

M/s_________________________________ having its registered office at ______________ has

undertaken in pursuance of their offer to Oriental Bank of Commerce

_____________________________________ (hereinafter called as the beneficiary) dated __________

has expressed its intention to participate in the said proposal and in terms thereof has approached us and

requested us ___________________________ Bank________________________ to issue an irrevocable

financial Bank Guarantee against Earnest Money Deposit amounting to Rupees ________valid up to

_______________.

We, the ________________________ Bank at _______________________having our Head office at

____________________therefore Guarantee and undertake to pay immediately on first written demand

by Oriental Bank of Commerce, the amount of Rupees _________________

Rupees_______________________________________________________________________________

______________________________________________________ without any reservation, protest,

demur and recourse in case the bidder fails to comply with any condition of the proposal or any default

in violation against the terms of the bid, without the beneficiary needing to prove or demonstrate reasons

for its such demand. Any such demand made by said beneficiary shall be conclusive and binding on us

irrespective of any dispute or difference raised by the bidder.



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This guarantee shall be irrevocable and shall remain valid up to _______________. If any further extension

of this Guarantee is required, the same shall be extended to such required period (not exceeding one

year) on receiving instructions in writing, from (______________________________________) on whose

behalf guarantee is issued.

In witness whereof the Bank, through its authorized officer has set its hand stamped on this

_____________ Day of ______________2016 at __________________

Signed, sealed and delivered by Mr. ……… For and on behalf of the Guarantor to do so and to affix the seal of the Bank, in the presence of.



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11.3 Annexure 3: Technical Bid format

Particulars to be provided by the bidder in the technical proposal

RFP no. OBC/HO/DIT/LMS/RFP-119/2016-17 for Selection of Vendor for Supply, Implementation and Maintenance of Lead Management System dated 09/11/2016.

S. No. Particulars Details to be furnished by the bidder

1 Name of the bidder

2 Year of establishment and constitution Certified copy of “Partnership Deed” or “Certificate of Incorporation” should be submitted as the case may be.

3 Location of Registered office /Corporate office and address

4 Mailing address of the bidder

5 Names and designations of the persons authorized to make commitments to the Bank

6 Telephone and fax numbers of contact persons

7 E-mail addresses of contact persons

8 Description of business and business background Service Profile & client profile Domestic & International presence Alliance and joint ventures

9 Gross revenue of the bidder (not of the group) 2013-2014 2014-2015 2015-2016

10 Net Profit of the bidder (not of the group) 2013-2014 2014-2015 2015-2016 Documentary proofs are to be enclosed

11 Details of the similar assignments executed by the bidder (Name of the Bank, time taken for execution of the assignment and documentary proofs from the Bank are to be furnished)

12 Details of the bidder’s proposed methodology/approach for providing services to the Bank with specific reference to the scope of work.



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Declaration:

1 We confirm that we will abide by all the terms and conditions contained in the RFP.

2. We hereby unconditionally accept that Bank can at its absolute discretion apply whatever criteria it deems appropriate, not just limiting to those criteria set out in the RFP, in short listing of bidders.

3. All the details mentioned by us are true and correct and if Bank observes any misrepresentation of facts on any matter at any stage, Bank has the absolute right to reject the proposal and disqualify us from the selection process.

4. We confirm that this response, for the purpose of short-listing, is valid for a period of 180 days, from the date of expiry of the last date for submission of response to RFP.

Place:

Date: Seal & Signature of the bidder



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11.4 Annexure 4: Commercial Compliance Certificate

RFP No: OBC/HO/DIT/LMS/RFP-119/2016-17 Dated: 09/11/2016

To,

The Deputy General Manager Department of Information Technology Corporate Office, Oriental Bank of Commerce Plot No. 5, Sector 32, Gurgaon – 122 001 Dear Sir,

Sub: RFP no. OBC/HO/DIT/LMS/RFP-119/2016-17 for Selection of Vendor for Supply, Implementation and

Maintenance of Lead Management System dated 09/11/2016.

Having examined the Bidding Documents the receipt of which is hereby duly acknowledged, we, the

undersigned, offer to supply and work as bidder as mentioned in the RFP document & in conformity with

the said bidding documents for the same.

I / We undertake that the prices are in conformity with the specifications prescribed.

I / We agree to abide by this bid for a period of 180 (One hundred and eighty only) days after the date

fixed for bid opening and it shall remain binding upon us and may be accepted by the Bank, any time

before the expiry of this period.

Until a formal contract is prepared and executed, this bid, together with your written acceptance thereof

and your notification of award shall constitute a binding Contract between us.

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

I / We agree to the terms & conditions mentioned in the Tender document.

Terms & Conditions:

1. The price would be inclusive of all applicable taxes under the Indian law like customs duty, excise duty, import taxes, freight, forwarding, insurance, delivery, etc. but exclusive of only applicable Service Tax, VAT and Octroi / Entry Tax /equivalent local authority cess, which shall be paid / reimbursed on actual basis on production of bills. As and when GST is implemented, taxes which are included in the RFP and subsequently will fall under the purview of GST, will have to be quoted separately in the invoice. The Bank will not pay the same to avoid double taxation. Any increase in these taxes will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank The entire benefits / advantages, arising



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out of fall in prices, taxes, duties or any other reason, must be passed on to Bank. The price quoted by the bidder should not change due to exchange rate fluctuations, inflation, market conditions, increase in custom duty or excise tax. The bank will not pay any out of pocket expense. No escalation in price quoted is permitted for any reason whatsoever. Prices quoted must be firm till the completion of the contract.

2. Further, we confirm that we will abide by all the terms and conditions mentioned in the Request for Proposal document.

3. Fee is payable only on actual availing of services and no minimum or fixed fees are payable.

Place:

Date: Seal & Signature of the Bidder

Note:

The bidder will have to work as per the timing of the Bank.

The Bank reserves the right to renew the contract post completion of the 3 year period at mutually agreed rates.



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11.5 Annexure 5: Proposed Agency Profile



S. No. Particulars Details to be furnished by the bidders

1 Names and designations of the persons authorized to make commitments to the Bank

2 Previous Banks where the bidder was associated for similar type of services

3 Duration of bidder association with that Bank

4 No. of years of experience

We hereby acknowledge that the information provided by us is true and to the Best of our Knowledge

Place:

Date: Seal and signature of the bidder



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11.6 Annexure 6: Confirmation of Terms and Conditions

To,

The Deputy General Manager Department of Information Technology Corporate Office, Oriental Bank of Commerce Plot No. 5, Sector 32, Gurgaon – 122 001 Dear Sir, Sub: RFP no. OBC/HO/DIT/LMS/RFP-119/2016-17 for Selection of Vendor Supply, Implementation and


Further to our proposal dated 28/05/2016, in response to the Request for Proposal for Request for

Selection of Vendor Supply, Implementation and Maintenance of Lead Management System (hereinafter

referred to as “RFP”) issued by Oriental Bank of Commerce (OBC) we hereby covenant, warrant and

confirm as follows:

We hereby agree to comply with all the terms and conditions / stipulations as contained in the RFP and

the related addendums and other documents including the changes made to the original tender

documents issued by the Bank, provided however that only the list of deviations furnished by us below,

which are expressly accepted by OBC and communicated to us in writing, shall form a valid and binding

part of the aforesaid RFP document. OBC is not bound by any other extraneous matters or deviations,

even if mentioned by us elsewhere either in our proposal or any subsequent deviations sought by us,

whether orally or in writing, and the Bank’s decision not to accept any such extraneous conditions and

deviations will be final and binding on us.

Place:




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11.7 Annexure 7: Tender Offer Cover Letter

RFP No: OBC/HO/DIT/LMS/RFP-119/2016-17 Dated: 09/11/2016

To,




Having examined the tender documents including all annexure the receipt of which is hereby duly

acknowledged, we, the undersigned, offer to provide Lead Management System and Related Services to

Bank as mentioned in RFP document in conformity with the said tender documents in accordance with

the Commercial bid and made part of this tender.

We understand that the RFP provides generic specifications about all the items and it has not been

prepared by keeping in view any specific bidder.

We understand that the RFP floated by the Bank is a confidential document and we shall not disclose,

reproduce, transmit or made available it to any other person.

We have read, understood and accepted the terms/ conditions/ rules mentioned in the RFP including

the conditions applicable to reverse auction proposed to be followed by the Bank.

Until a formal contract is prepared and executed, this tender offer, together with the Bank’s written

acceptance thereof and the Bank’s notification of award, shall constitute a binding contract between us.

We undertake that in competing for and if the award is made to us, in executing the subject Contract, we

will strictly observe the laws against fraud and corruption in force in India namely “Prevention of

Corruption Act 1988”.

We have never been barred/black-listed by any regulatory / statutory authority in India.

We understand that the Bank is not bound to accept the lowest or any offer the Bank may receive.

This Bid, together with your written acceptance thereof and your notification of award, shall constitute a

binding Contract between us.

We certify that we have provided all the information requested by the bank in the format requested

for. We also understand that the bank has the exclusive right to reject this offer in case the bank is of



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the opinion that the required information is not provided or is provided in a different format. It is also

confirmed that the information submitted is true to our knowledge and the Bank reserves the right to

reject the offer if anything is found incorrect.

Place:




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11.8 Annexure 8: Proposed Team Profile

(Please include resource for both Implementation Phase and Support Phase)

Sr. No.

Name of Proposed Project Manager/ Team leaders /Proposed Team members

Position proposed for (Project Manager/Team Leader/Team Member)

Professional qualifications and Certifications/ Accreditations

Total years of experience

Number of areas of experience in similar projects (please provide details about the projects undertaken including project scope, client name, team member’s role and responsibilities on the project etc.)

Number of years of experience in Lead Management System projects (Please provide details about the projects undertaken including project scope, client name, team member’s role and responsibilities on the project etc.)

Team Member Criteria

Project Manager More than 8 years of experience in similar implementations. Should have implemented at least 3 similar projects as project manager.

Functional Team Leaders

More than 8 years of experience in similar implementations. Should have implemented at least 2 similar project as team lead.

Business Analyst More than 3 Years of experience in similar implementations. Should have implemented at least 1 similar project.

Developer More than 2 years of experience in similar implementation. Should have implemented at least 1 similar project.

Tester More than 2 years of experience in similar implementation. Should have implemented at least 1 similar project.

Please enclose documentary proofs to substantiate the claims made.

Place:




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11.9 Annexure 9: Manufacturer’s authorization form

Note: This authorization letter should be printed on the letterhead of all the original equipment manufacturer

(OEM) and should be signed by a competent person having the power of attorney to bind the manufacturer.

RFP Reference No. OBC/HO/DIT/LMS/RFP-119/2016-17 Dated: 09/11/2016

To,




We who are established and reputable manufacturers/ producers of ________________________ having

factories/ development facilities at (address of factory/ facility) do hereby authorize M/s

___________________ (Name and address of the bidder) to submit a Bid, and sign the contract with you against

the above Bid Invitation.

We hereby extend our full guarantee and warranty for the Solution, Products and services offered by the above

firm against this Bid Invitation.

We also undertake to provide any or all of the following materials, notifications, and information pertaining to

the Products manufactured or distributed by the Bidder:

1 Such Products as the Bank may opt to purchase from the Bidder, provided, that this option shall not relieve the Bidder of any warranty obligations under the Contract; and

4. In the event of termination of production of such Products:

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

Following such termination, furnishing at no cost to the Bank, the blueprints, design documents, operations manuals, standards, source codes and specifications of the Products, if requested.



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We duly authorize the said firm to act on our behalf in fulfilling all installations, Technical support and

maintenance obligations required by the contract.

We further certify that, in case the authorized distributor/ system integrator is not able to meet its obligations

as per contract during contract period, we, as the OEM, shall perform the said obligations with regard to their

items through alternate & acceptable service provider.

Place:




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11.10 Annexure 10: Performance Bank Guarantee Format

(To be stamped in accordance with stamp act)

Department of Information Technology

Corporate Office,


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

In consideration of Oriental Bank of Commerce (hereinafter called “the said Purchaser”) having its office at the

aforesaid address, having agreed to purchase/engage ________________ from _____________________

having its office at ___________________ (hereinafter called “the said Supplier/Vendor/Contractor)” under the

terms and conditions of an Agreement dated ______ (hereinafter called “the said Agreement”).

Towards the security for the due fulfillment of the terms and conditions contained in the said Agreement, it has

been agreed by the said Supplier/Vendor/Contractor that he shall provide a Bank Guarantee for _______

(Rupees ________ only).

We ____________ (indicate the name of the Bank) (hereinafter referred to as “the Bank”) at the request of

_______________ (Supplier/Vendor/Contractor) do hereby undertake and guarantee to pay to the Purchaser

an amount not exceeding Rupees ________ (either in lump sum or in parts) against any loss or damage claimed

by the said purchaser to have been caused to or suffered or would be caused to or suffered by the Purchaser

stated by the said purchaser to be the reason of any breach by the said Supplier/Vendor/Contractor(s) of any

of the terms or conditions contained in the said Agreement.

Unless repugnant to the context or meaning thereof, expressions, Purchaser, Supplier/Vendor/Contractor, Bank

shall mean and include their heirs, representatives, successors, executors, administrators, assigns, etc., as may

be applicable,

The Bank does hereby undertake to pay the amount(s) due and payable under the guarantee without any

demur, merely on a demand from the Purchaser stating that the amount(s) claimed is/are due by way of loss or

damage caused to or would be caused to or suffered by the Purchaser by reason of breach by the said

Supplier/Vendor/Contractor(s) of any of the terms or conditions contained in the said Agreement or by reason

of the Supplier/Vendor/Contractor(s) failure to perform its obligations under the said Agreement. Any such

demand made by the Purchaser on the Bank shall be conclusive as regards the amount(s) due and payable by

the Bank under this guarantee, whether made in one go or in parts. However, Bank’s liability under this



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guarantee shall in totality be restricted to an amount not exceeding Rupees _________, whether or not invoked

or if invoked, in part or otherwise.

The Bank undertakes to pay the Purchaser any money so demanded notwithstanding any dispute or disputes

raised by the Supplier/Vendor/Contractor(s) or any suit or proceedings pending before any Court or Tribunal

relating thereto, unless there is a stay granted by the court or tribunal on such payment. Thereby meaning that

Bank’s liability under the present guarantee shall be absolute and unequivocal in any circumstances what so

ever, if called upon to pay by the Purchaser. However our liability shall not exceed in Rupees ___________ (in

words)

The Bank further agrees that the guarantee herein contained shall remain in full force and effect during the

period that would be taken for the performance of the said Agreement and that it shall continue to be

enforceable till all the dues and or advances made by the Purchaser under or by virtue of the said Agreement

have been fully paid and its claims satisfied or discharged or till _________, the Purchaser certifies in writing

that the terms and conditions of the said Agreement have been fully and properly carried out by the said

Supplier/Vendor/Contractor(s) and accordingly the Purchaser discharges this guarantee, either in writing or by

returning the Original Guarantee Bond or till its expiry whichever is earlier to the Bank.

The Bank before the release of the Bank Guarantee Bond in original by the purchaser and before the expiry of

this guarantee, as per clause 3 of this Guarantee Bond, may renew this guarantee for the same period as was

initially requested upon for this guarantee or for any shorter period, at the option of the purchaser, under

intimation to the vendor.

The Bank further agrees with the Purchaser that the Purchaser shall have the fullest liberty without Bank’s or

Supplier/Vendor/Contractor(s) consent and without affecting in any manner Bank’s obligations hereunder to

vary any of the terms and conditions of the said Agreement or to extend time of performance by the said

Supplier/Vendor/Contractor(s) from time to time or to postpone for any time or from time to time any of the

powers exercisable by the Purchaser against the said Supplier/Vendor/Contractor(s) and to forbear or enforce

any of the terms and conditions relating to the said agreement and the Bank shall not be relieved from its

liability by reason of any such variation, or extension being granted to the said Supplier/Vendor/Contractor(s)

or for any forbearance, act or omission on the part of the Purchaser or any indulgence by the Purchaser to the

said Supplier/Vendor/Contractor(s) or by any such matter or thing whatsoever which under the law relating to

sureties would, but for this provision, have effect of so relieving the Bank, in any manner what so ever.

This guarantee will not be discharged during its currency due to the change in the constitution of either the

Bank or the Purchaser or the Supplier/Vendor/Contractor(s), in any manner what so ever.

The Bank lastly undertakes not to revoke this guarantee during its currency or extensions thereof, except with

the previous consent of the Purchaser, in writing or otherwise than as is provided in this Guarantee.



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The Bank also agrees that the Purchaser at its option shall be entitled to enforce this Guarantee against the

Bank as its principal debtor in first instance without proceeding against the said Supplier/Vendor/Contractor(s),

and notwithstanding any security or other guarantees that the Purchaser may have in relation to or in relation

to the Supplier/Vendor/Contractor(s) liabilities from time to time, as this guarantee constitutes a separate,

distinct and independent contract between the Bank and the Purchaser.

Any officer of the Purchaser of the rank of Senior Manager or above, duly authorized in this regard, shall be

competent to issue demand/notice or to issue any appropriate instructions, as the circumstances may warrant,

to the Bank under this Guarantee, which the Bank shall have to comply immediately and forthwith, without

raising any dispute or question/s in regard there to, in any manner what so ever.

Notwithstanding anything contained hereinabove:

1 The liability of the Bank under the guarantee shall not exceed Rupees __________ (in words).

2 This Bank Guarantee shall be valid either till _________ or till the issue of a fresh Bank Guarantee to the Purchaser

with an extended period in lieu thereof or till the Purchaser certifies in writing that the terms and conditions of

the said Agreement have been fully and properly carried out by the said Supplier/Vendor/Contractor(s) and

accordingly the Purchaser discharges this guarantee, in writing and by returning the Original Guarantee Bond to

the Bank.

3 The Bank before the release of the Guarantee Bond in Original by the purchaser and before the expiry of this

guarantee may at its option renew this guarantee for the same period as was initially agreed upon for this

guarantee or any shorter period, at the option of the purchaser, under intimation to the vendor.

4 The Bank is liable to consider any notice for invocation of Bank Guarantee as a default by the

Supplier/Vendor/Contractor(s) and shall be under an obligation to pay to the Purchaser the entire amount of

Guarantee or any part thereof under this Bank Guarantee only and only if the Purchaser serves upon the Bank a

written claim or demand before the expiry of either the Bank Guarantee or any extended period/s under this Bank

Guarantee, as the case may be.

Notwithstanding anything contained herein our liability under this Bank guarantee shall not exceed rupees

.................../- (Rupees ....................................... Only) This Bank guarantee shall be valid up to ............................

and we are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee only and only if

you serve upon us a written claim or demand on or before.............................

This guarantee will be returned to us as soon as the purpose for which it is issued is fulfilled.

Dated the ________ day of _________.

SIGNED AND DELIVERED BY



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The within named Guarantor,

______________________, by the hand of Shri.__________, its authorised official.



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11.11 Annexure 11: Compliance Statement

(To be submitted by all the bidders participating in Reverse Auction)

RFP Reference No. OBC/HO/DIT/LMS/RFP-119/2016-17 Dated: 09/11/2016

To,




1 We ______________________ (name of the company) hereby confirm having submitted our bid for participating in Bank’s RFP dated _________ for procurement of ____________.

2 We also confirm having read the terms of RFP as well as the Business Rules relating to the Reverse Auction for this RFP process.

3 We hereby undertake and agree to abide by all the terms and conditions stipulated by Oriental Bank of Commerce in the RFP document including all annexures and the Business Rules for Reverse Auction.

4 We shall participate in the on-line auction conducted by ……………….. (Auctioneer Company) and submit our commercial bid. We shall also abide by the procedures prescribed for online auction by the auctioneer company.

5 We, hereby confirm that we will honour the Bids placed by us during the auction process, failing which we shall forfeit the Earnest Money Deposit. We also understand that the bank may debar us from participating in future tenders.

6 We confirm having nominated Mr. ________________, designated as ______________ of our company to participate in the Reverse Auction on behalf of the company. We undertake that the company shall be bound by the bids made by him in Reverse Auction.

7 We accordingly authorize Bank and/ or the reverse auction company to issue user ID and password to the above named official of the company.

8 Both Bank and the auction company shall contact the above named official for any and all matters relating to the Reverse Auction.

9 We, hereby confirm that we will honour the Bids placed by Mr. __________ on behalf of the company in the auction process, failing which we will forfeit the EMD. We agree and understand that the bank may debar us from participating in future tenders for any such failure on our part.



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10 We undertake to submit the confirmation of last bid price by us to the auction company/Bank within 48 working hours of the completion of event. We also undertake to submit the Bill of Materials for the TCO (Total Cost of Ownership) in terms of RFP.

Name of Authorized Representative: _______________________ Signature of Authorized Representative: ____________________

Verified above signature

Place:




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11.12 Annexure 12: Proposed Resource Profile

Area

Role/ Description

Experience

Educational Qualifications/ Certifications/ Skills

Bidder’s Compliance

Suggested Resource Name with profile details

Onsite Support Staff

L1 1-3 years

Should be a Diploma

/ Engineering

Graduate / Science

Graduate. If a science

graduate is

proposed, she/he

should have passed

with a first division.

Should have

experience of

Implementation of IT

solutions like CBS /

HRMS / Treasury.

Onsite Support Staff

L2 3-6 years Should be a Diploma/ Engineering Graduate / Science Graduate. If a science graduate is proposed, she/he should have passed with a first division.

Should have an experience of Implementation of IT Solutions like CBS / HRMS / Treasury.



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11.13 Annexure 13 Submission Check List

The bidder has to ensure that the following have been submitted as a part of the RFP submission process.

Failure to provide any of the documents as detailed below could lead to the disqualification of the bidder from

the bid.

Annexure Number Name of the Document Bidder’s Remarks (Yes/No)

Participation Fee DD

EMD

Technical write up document giving the overview of the solution proposed by the bidder

Annexure 1 Functional & Technical Specifications

Annexure 2 Bank Guarantee Performa for Earnest Money Deposit (EMD)

Annexure 3 Technical Bid Format

Annexure 4 Commercial Compliance Certificate

Annexure 5 Proposed Agency Profile

Annexure 6 Confirmation of Terms and Conditions

Annexure 7 Tender Offer Cover Letter

Annexure 8 Proposed Team Profile

Annexure 9 Manufacturer’s Authorization Form

Annexure 11 Compliance Statement

Annexure 12 Proposed Resource Profile

Annexure 13 Submission Checklist

Annexure 14 Confirmation of Eligibility

Annexure 15 Commercial Bill of Materials (Masked as part of technical bid and complete as part of commercial bid)

Annexure 17 Bid Undertaking Letter

Annexure 19 Resource Deployment Plan during Implementation Phase

Annexure 20 LMS Product Vendor Undertaking

Annexure 21 Integrity Pact

Annexure 22 Non-disclosure Agreement

Annexure 23 LMS Workflows



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11.14 Annexure 14: Confirmation of Eligibility

Only those bidders (SI) along with product/ OEM vendors who fulfil the following criteria are eligible to respond

to the RFP. Offers received from the bidders (SI/OEM) who do not fulfil any of the following eligibility criteria

are liable to be rejected.

S.No. Eligibility Criteria Supporting Documents Bidder’s Compliance (Yes/No)

Supporting Reference/ Remarks

For bidder

1 The Bidder should be a Government Organization / PSU / PSE or a public / private limited company registered in India


2 The bidder should have been in existence for a minimum period of five years in India.


3 The minimum annual turnover of Bidder should not be less than INR 2 crore in IT Products, services and implementation in each of the past 3 years in India

Audited Financial Statements for the financial years 2013-14, 2014-15, 2015-16 And CA certificate

4 Should have a positive net worth per annum for at least two out of last three (3) financial years in India Net worth is to be calculated as follows: Capital Funds (Paid up equity capital + Paid up preference shares + Free reserves) – (Accumulated balance of loss + Balance of deferred revenue expenditure + Other intangible assets).

CA Certificate confirming the Net Worth for the last 3 Financial years. The CA certificate provided in this regard should be without any riders or qualification.

5 The bidder should not be black-listed by any Public Sector Bank, RBI/ NHB, any PSU or IBA at the time of submission of bid. The

Self-Declaration on Bidder’s letter head signed by the authorized signatory



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S.No. Eligibility Criteria Supporting Documents Bidder’s Compliance (Yes/No)

Supporting Reference/ Remarks

Bidder must certify to that effect.

6 The bidder should have implemented Lead Management System in 3 BFSI including at least 1 implementation in India.


For OEM

7 The proposed Lead Management System should be live in at least 3 BFSI including at least 1 implementation in India.


Note:

Bidders need to ensure compliance to all the eligibility criteria points.

For the eligibility criteria, OEM vendor implies the IPR owner of software application of Lead Management System (LMS) as per the scope of this RFP.

The Bank may get the audited financial statements and CA certificates vetted by independent monitors.

Purchase orders without relevant organization’s confirmation through a completion letter will not be considered as implementation certificate from the client.

Proposed application implementation experience need not be on the current product version proposed.

In case of corporate restructuring of a company, certificate of incorporation, audited financial statements and credentials prior to such restructuring should be furnished.



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11.15 Annexure 15: Commercial Bill of Materials

The template for commercial bill of material for the required lead management system is attached as Annexure

15 - Commercial Bill of Material, at the end of this RFP document.



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11.16 Annexure 16: Pre Bid Query Format

Note: Bidder’s request for Clarification - to be submitted minimum of two days before pre-bid meeting

If, bidder, desiring to respond to RFP for Supply, Implementation and maintenance of Lead Management

System, requires any clarifications on the points mentioned in the RFP, it may communicate with Oriental Bank

of Commerce using the following format (in an Microsoft excel (xls/ xlsx) format).

All questions should be received as per the last date mentioned in the RFP will be formally responded to and

questions/points of clarification and the responses will be circulated to all participating bidder if required. The

source (identity) of the bidder seeking points of clarification will not be revealed. Alternatively, OBC may at its

discretion, may or may not answer all queries in the Pre-bid meeting.

Section Number Page Number Point Number Original Clause Query



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11.17 Annexure 17: Bid Undertaking Letter

To

The Deputy General Manager

Department of Information Technology Corporate Office,


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

Dear Sir,



Over and above all our earlier conformations and submissions as per your requirements of the RFP, we confirm

that,

1. We have quoted for all items as requested by Oriental Bank of Commerce in the RFP and stand committed to deliver to the highest standards and quality as required by Oriental Bank of Commerce to meet the timelines of the project. Our bid submission is in line with the requirements of Oriental Bank of Commerce as stated in the RFP.

2. We confirm that we have factored in all costs and expenses for meeting the complete scope and deliverables of the RFP.

3. We are completely aware of the Service Level requirements and timelines specified by Oriental Bank of Commerce and are committed to adhering to the same. We have also clearly taken note of the service level requirements of Oriental Bank of Commerce and expectations from us and wish to confirm that we have taken care of every aspect to meet the same.

4. We have clearly understood Oriental Bank of Commerce’s requirements and wish to confirm that we abide by the terms and conditions of the RFP issued thereafter.

5. We confirm and understand that all arithmetical totalling errors will be corrected for the purpose of evaluation only and the consideration of that error for payment would be completely according to Oriental Bank of Commerce’s discretion. We also confirm and understand that for all other errors which we have made in the bid, Oriental Bank of Commerce for the purpose of evaluation will take the corrected amount based on the price quoted by us in the price sheets but the payment of such amounts would be completely according to Oriental Bank of Commerce’s discretion.

6. We confirm that we will provide the best of our resources and the people proposed by us will be dedicated to Oriental Bank of Commerce for the sake of resource continuity. Further, we also confirm that Oriental Bank of Commerce may interview the key resources proposed by us and confirm their



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acceptability. In any event if a resource is found unfit by Oriental Bank of Commerce we agree to change the same and provide Oriental Bank of Commerce with a replacement within reasonable time so as to not affect the services/project timelines.

7. We confirm and understand that Oriental Bank of Commerce has an aggressive rollout schedule and we will adhere to the rollout schedule at no additional cost/burden to Oriental Bank of Commerce.

8. We confirm that all the proposed solution components are compatible and interoperable with each other and the solution will meet the functional and technical requirements of Oriental Bank of Commerce.

9. We confirm that the prices and values quoted by us encompass the complete scope of the project and we will ensure that the quality of deliverables for the project is not affected due to any pricing pressures.

10. We wish to confirm that we have back-to-back arrangements from all the OEMs for the sizing (including CPUs, Memory, Cache and Hard Disk etc.), prices and service level commitments. We would be responsible and committed to ensure that the sizing is adequate and service levels as required by Oriental Bank of Commerce are met and adhered. In case the hardware sizing is found to be inadequate and does not meet the SLA then the hardware upgrades, if any, will be provided without any further additional cost or burden to Oriental Bank of Commerce than what has been specified by us in our commercial bid documents.

11. We will be the single point of contact/reference to Oriental Bank of Commerce. Oriental Bank of Commerce will enter into agreement with us only. Our consortium partners confirm that they are willing to enter into back-to-back agreement that is in conformity with the deliverables and other service/uptime commitments we make to Oriental Bank of Commerce as per the RFP. If requested we will share the copy of the back-to- back agreement with our consortium partner to Oriental Bank of Commerce.

Place:


(This letter should be on the letterhead of the bidder duly signed by an authorized signatory)



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11.18 Annexure 18: Interface Requirements

Interfaces required to go live along with first pilot branch

1 Internal Interfaces (Indicative List) :

CRisMAC

Finacle

HRMS

IMACS

LOS

Applications that OBC might procure in near future (not comprehensive)

1 Enterprise GL

2. Integrated Risk Management Solution

3. Asset Liability Management System

4. Data Warehouse

5. Business Process Management Tool

Notwithstanding any grouping that has been mentioned above, the Bidder should facilitate sharing of

information/data from the new lead management system to the existing applications of the Bank from

the first pilot branch go live. The bidder expected to provide interface to all the application as suggested

by bank in future which are not listed here.



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11.19 Annexure 19: Resource Deployment Plan during Implementation Phase

Bidder should provide the CV of Program Manager and indicative CV of proposed resources.

The Bidder also needs to fill the below Resource Deployment which it plans to deploy during the

implementation phase of the project. This should comply with the minimum resource requirement

mention in the RFP.

Resource Name Role M 1 M 2 M 3 M 4 M 5 M 6 M 7 M 8

Project Manager F/P

Team Leader

Business Analyst

Developer

Tester

Note:

F – Full Time

P – Part Time Resource Deployment Plan during Support Phase



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11.20 Annexure 20: LMS Product Vendor Undertaking

Note: This letter of authority should be on the letterhead of the LMS Product Vendor and should be signed

by a person competent and having the power of attorney to bind the LMS product vendor.

RFP Reference No: OBC/HO/DIT/LMS/RFP-119/2016-17 Dated: 09/11/2016

To,




We who are established and reputable manufacturers/ producers of ________________________ having

factories/ development facilities at (address of factory/ facility) do hereby authorize M/s

___________________ (Name and address of the bidder) to submit a Bid, and sign the contract with you

against the above Bid Invitation.

1 We hereby confirm that response to functional requirements (As mentioned in the RFP) by the bidder is reviewed and approved by us.

6. We hereby confirm that the licenses proposed by bidder for LMS solution are adequate to fulfil OBC’s requirement as per RFP.

7. We hereby confirm that the Hardware proposed by bidder for LMS solution is adequate to fulfil OBC’s requirement and is as per the Industry best practices

8. We hereby confirm that for setting up of a Disaster Recovery environment, no additional cost would be incurred by OBC on account of LMS software licenses

Yours faithfully,

(Signature) (Name of Authorized Signatory) (Designation) (Date) (Name and address of the manufacturer) (Company Seal)



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11.21 Annexure 21: Integrity Pact

(To be stamped in accordance with the stamp act)

General

This pre-bid pre contract Agreement (hereinafter called the Integrity Pact is made on

_________ day of the month of ______________ 201_, between, on one hand, Oriental Bank of

Commerce, a Govt. of India Undertaking and a Banking Company within the meaning of Section - 5 ( c) of

the Banking Regulation Act 1949 and having its Corporate Office, at Plot No.-5, Institutional Area , Sector

- 32, Gurgaon – 122001, acting through __________, Dy. General Manager (), (hereinafter called the

“BUYER” which expression shall mean and include, unless the context otherwise requires, his successors

in office and assigns) of the First Part and M/s _______________ represented by Shri___________ , Chief

Executive Officer/ Partner/ Proprietor/ Authorized Official (hereinafter called the “BIDDER/SELLER” which

expression shall mean and include, unless the context otherwise requires , his successors and permitted

assigns )of the second part .

WHEREAS the BUYER proposes to procure (Name of the Store /Equipment /Item) and the BIDDER /SELLER

is willing to offer /has offered the store and

WHEREAS the BIDDER is a private company/public company/Government undertaking/partnership/

registered export agency, constituted in accordance with the relevant law in the matter and the BUYER is

a ministry / Department of the Government of India /PSU performing its functions on behalf of the

President of India.

Now, THEREFORE,

To avoid all forms of corruption by following a system that is fair, transparent and free from any influence

/prejudiced dealings prior to, during and subsequent to the currency of the contract to be entered into

with a view to:-

Enabling the BUYER to obtain the desired said store/equipment at a competitive price in conformity with

the defined specifications by avoiding the high cost and the distortionary impact of corruption on public

procurement, and

Enabling the BIDDERS to abstain from bribing or indulging in any corrupt practice in order to secure the

contract by providing assurance to them that their competitors will also abstain from bribing and other

corrupt practices and the BUYER will commit to prevent corruption, in any form, by its officials by following

transparent procedures.

The parties hereto hereby agree to enter into this Integrity Pact and agree as follows:

1 Commitments of the BUYER



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1.1 The BUYER undertakes that no official of the BUYER, connected directly or indirectly with the

contract, will demand, take a promise for or accept directly or through intermediaries, any bribe,

consideration, gift, reward, favor or any material or immaterial benefit or any other advantage from the

BIDDER, either for themselves or for any person, organization or third party related to the contract in

exchange for an advantage in the bidding process, bid evaluation, contracting or implementation

process related to the contract.

1.2 The BUYER will, during the pre-contract stage treat all BIDDERs alike, and will provide to all

BIDDERs the same information and will not provide any such information to any particular BIDDER

which could afford an advantage to that particular BIDDER in comparison to other BIDDERs.

1.3 All the officials of the BUYER will report to the appropriate Government office any attempted or

completed breaches of the above commitment as well as any substantial suspicion of such a breach.

2. In case any such preceding misconduct on the part of such official(s) is reported by the BIDDER

to the BUYER with full and verifiable facts and the same is prima facie found to be correct by the BUYER,

necessary disciplinary proceedings, or any other action as deemed fit including criminal proceedings may

be initiated by the BUYER and such a person shall be debarred from further dealings related to the

contract process. In such a case while an enquiry is being conducted by the BUYER the proceedings under

the contract would not be stalled.

Commitment of BIDDERs

3. The BIDDERs commit itself to all take all measures necessary to prevent corrupt practices, unfair means

and illegal activates during any stage of its bid or during any pre-contract or post- contract stage in order

to secure the contract or in furtherance to secure it and in particular commit itself to the following:-

3.1 The BIDDER will not offer, directly or through intermediaries, any bribe, gift, consideration,

reward, favor, any material or immaterial benefit or other advantage, commission, fees, brokerage or

inducement to any official of the BUYER, connected directly or indirectly with the bidding process, or to

any person, organization or third party related to the contract in exchange for any advantage in the

bidding, evaluation, contracting and implementation of the contract.

3.2 The BIDDER further undertakes that it has not given, offered or promised to give, directly or

indirectly any bribe, gift, consideration, reward, favor, any material or immaterial benefit or other

advantage, commission fees, brokerage or inducement to any official of the BUYER or otherwise in

procuring the contract or forbearing to do or having done any act in relation to the obtaining or execution

of the contract or any other contract with the Government for showing or for bearing to show favor or

disfavor to any person in relation to the contract or any other contract with the Government.

3.3 BIDDERs shall disclose the name and address of agents and representatives and Indian

BIDDERs shall disclose their foreign principals or associates.

3.4 BIDDERs shall disclose the payment to be made by them to agents/brokerage or any other

intermediary, in connection with this bid/contract.



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3.5 The BIDDER further confirms and declares to the BUYER that the BIDDER is the original

manufacturer/integrator/authorized Government sponsored export entity of the defense stores and has

not engaged any individual or firm or company whether Indian or foreign to intercede, facilitate or in any

way to recommend to the BUYER or any of its functionaries, whether officially or unofficially to the award

of the contract to the BIDDER, nor has such any amount been paid promised or intended to be paid to

any such Individual, firm or company in respect of any such intercession, facilitation or recommendation.

3.6 The BIDDER, either while presenting the bid or during pre- contract negotiations or before

signing the contract shall disclose any payment he has made, is committed to or intends to make to

officials of the BUYER or their family members agents, brokers or any other intermediaries in connection

with the contract and the details of services agreed upon for such payments.

3.7 The bidder will not collude with other parties interested in the contract to impair the

transparency, fairness and progress of the bidding process, bid evaluation, contracting and

implementation of the contract.

3.8 The BIDDER will not accept any advantage in exchange for any corrupt practice, unfair

means and illegal activities.

3.9 The BIDDER shall not use improperly, for purposes of competition or personal gain, or pass on

to others, any information provided by the BUYER as part of the business relationship regarding plans,

technical proposals and business details, including information contained in any electronic data carrier.

The BIDDER also undertakes to exercise due and adequate care lest any such information is divulged.

3.10 The BIDDER commits to refrain from giving any complaint directly or through any other

manner without supporting it with full and verifiable facts.

3.11 The BIDDER shall not instigate or cause to instigate any third person to commit any of the actions

mentioned above.

3.12 If the BIDDER or any employee of the BIDDER or any person acting on behalf of the

BIDDER, either directly or indirectly, is a relative of any of the officers of the BUYER, or alternatively, if any

relative of an officer of the BUYER has financial interest/stake in the BIDDER’s firm, the same shall be

disclosed by the BIDDER at the time of filling of tender.

The term ‘relative’ for this purpose would be as defined in section 6 of the Companies Act 1956.

3.13 The BIDDER shall not tend to or borrow any money from or enter into any monetary dealings or

transactions, directly or indirectly, with any employee of the BUYER.

4. Previous Transgression

4.1 The BIDDER declares that no previous transgression occurred in the last three years immediately

before signing of this Integrity Pact, with any other company in any country in respect of any corrupt

practices envisaged hereunder or with any Public Sector Enterprise in India or any Government

Department in India that justify BIDDER’S exclusion from the tender process.



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4.2 The BIDDER agrees that if it makes incorrect statement on this subject, BIDDER can be disqualified

from the tender process or the contract, if already awarded can be terminated for such reason.

5. Earnest money (Security Deposit)

5.1 While submitting commercial bid, the BIDDER shall deposit an amount_ (as specified in

RFP) as Earnest Money/Security Deposit, with the BUYER through any of the following instruments:-

(i) Bank draft or a pay order in favor of

(ii) A confirmed guarantee by an Indian Nationalized bank, promising payment of the guaranteed sum to the BUYER on demand within three working days without any demur whatsoever and without seeking any reasons whatsoever. T he demand for payment by the BUYER shall be treated as conclusive proof of payment.

(iii) Any other mode or through any other instrument (to be specified in the RFP).

5.2 The Earnest money / Security deposit shall be valid up to a period of five years or the complete

conclusion of the contractual obligations to the complete satisfaction of both the BIDDER and the BUYER,

including warranty period, whichever is later.

5.3 In case of the successful BIDDER a clause would also be incorporated in the Article pertaining to

Performance Bond in the Purchase Contract that the provisions of Sanctions for violation shall be

applicable for forfeiture of Performance Bond in case of a decision by the BUYER to forfeit the same

without assigning any reason for imposing sanction for violation of this Pact.

5.4 No interest shall be payable by the BUYER to the BIDDER on Earnest Money/Security Deposit

for the period of its currency.

6. Sanctions for violations

6.1 Any breach of the aforesaid provisions by the BIDDER or any one employed by it or acting on

its behalf (whether with or without the knowledge of the BIDDER) shall entitle the BUYER to take all

or any one of the following actions, wherever required:

(i) To immediately call off the pre contract negotiations without assigning any reason or giving any compensation to the BIDDER. However, the proceedings with the other BIDDER(s) would continue.

(ii) The Earnest Money Deposit (in pre-contract stage) and/or Security Deposit /Performance Bond (after the contract is signed shall stand forfeited either fully or partially, as decided by the BUYER and the BUYER shall not be required to assign any reason therefore.

(iii) To immediately cancel the contract, if already signed, without giving any compensation to the BIDDER.

(iv) To recover all sum already paid by the BUYER, and in case of an Indian BIDDER with interest thereon at 2% higher than the prevailing Prime Lending Rate of State Bank of India, while in case of a BIDDER from a country other than India with interest thereon at 2% higher than the LIBOR. If any outstanding payment is due to the BIDDER from the BUYER in connection with any other contract such outstanding payment could also be utilized to recover the aforesaid sum and interest.



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(v) To encash the advance bank guarantee and performance bond / warranty bond, if furnished by the BIDDER in order to recover the payments, already made by the BUYER, along with interest.

(vi) To cancel all or any other contracts with the BIDDER. T he BIDDER shall be liable to pay compensation for any loss or damage to the BUYER resulting from such cancellation/rescission and the BUYER shall be entitled to deduct the amount so payable from the money (s) due to the BIDDER.

(vii) To debar the BIDDER from participating in future bidding processes of the Government of India for a minimum period of five years, which may be further extended at the discretion of the BUYER.

(viii) To recover all sums paid in violation of this Pact by BIDDER(s) to any middleman or agent or broker with a view to securing the contract.

(ix) In cases where irrevocable L etters of C redit have been received in respect of any contract signed by the BUYER with the BIDDER, the same shall not be opened.

(x) Forfeiture of P erformance B ond in case of a decision by the BUYER to forfeit the same without assigning any reason for imposing sanction for violation of this Pact.

6.2 The BUYER will be entitled to take all or any of the actions mentioned at Para 6.1(i) to (x) of this

Pact also on the Commission by the BIDDER or any one employed by it or acting on its behalf (whether

with or without the knowledge of the BIDDER), of an offence as defined in chapter IX of the Indian Penal

Code, 1860 or Prevention of Corruption Act, 1988 or any other statute enacted for prevention of

corruption.

6.3 The decision of the BUYER to the effect that breach of the provisions of this Pact has been

committed by the BIDDER shall be final and conclusive on the BIDDER. However, the BIDDER can approach

the Independent Monitor(s) appointed for the purpose of this pact.

7. Fall Clause

The BIDDER undertakes that it has not supplied/is not supplying similar product/systems or

subsystems at a price lower than that offered in the present bid in respect of any other

Ministry/Department of the Government of India or PSU and if it is found at any stage that similar

product/systems or sub systems was supplied by the BIDDER to any other Ministry/Department of the

Government of India or a PSU at a lower price, then that very price, with due allowance for elapsed time,

will be applicable to the present case and the difference in the cost would be refund by the BIDDER

to the BUYER, if the contract has already been concluded.

8. Independent Monitors

8.1 The BUYER has appointed Independent Monitors (hereafter referred to as Monitors) for this Pact

in consultation with the Central Vigilance Commission.

8.2 The task of the Monitors shall be to review Independent and objectively, whether and to what

extent the parties comply with the obligations under this Pact.



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8.3 The Monitors shall not be subject to instruction by the representatives of the parties and perform

their functions neutrally and independently.

8.4 Both the parties accept that the Monitors have the access all the documents relating to the

project/procurement, including minutes of meeting.

8.5 As soon as the Monitor notices, or has reason to believe, a violation of this Pact, he will so inform the

Authority designated by the BUYER.

8.6 The BIDDER(s) accepts that the Monitor has the right to access without restriction to all project

documentation of the BUYER including that provided by the BIDDER. The BIDDER will also grant the

Monitor, upon his request and demonstration of a valid interest, unrestricted and unconditional access

to his project documentation. The same is applicable to Subcontractors. The Monitor shall be under

contractual obligation to treat the information and documents of the BIDDER/subcontractor(s) with

confidentiality.

8.7 The BUYER will provide to the Monitor sufficient information about all meetings among the

parties related to the project provided such meetings could have an impact on the contractual relations

between the parties. The parties will offer to the Monitor the option to participate in such meetings.

8.8 The Monitor will submit a written report to the designated Authority of BUYER/Secretary in the

Department/ within 8 to 10 weeks from the date of reference or intimation to him by the BUYER /

BIDDER and, should the occasion arise, submit proposals for correcting problematic situations.

9. Facilitation of Investigation

In case of any allegation of violation of any provisions of this Pact or payment of commission, the BUYER

or its agencies shall be entitled to examine all the documents including the Books of Accounts of the

BIDDER and the BIDDER shall provide necessary information and documents in English and shall extend

all possible help for the purpose of such examination.

10. Law and Place of Jurisdiction

This Pact is subject to Indian Law. The place of performance and jurisdiction is the seat of the BUYER.

11. Other Legal Actions

The actions stipulated in this Integrity Pact are without prejudice to any other legal action that may follow

in accordance with provisions of the extant law in force relating to any civil or criminal proceedings.

12. Validity

12.1 The validity of this Integrity Pact shall be from date of this signing and extend up to 7 years or

the complete execution of the contract to the satisfaction of both the BUYER and the BIDDER/SELLER,

including warranty period, whichever is later, In case BIDDER is unsuccessful, this Integrity Pact shall expire

after six months from the date of the signing of the contract.



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12.2 Should one or several provisions of this Pact turn out to be invalid; the remainder of this Pact

shall remain valid. In this case, the parties will strive to come to an agreement to their original

intentions.

13. The parties hereby sign this Integrity Pact at _________ on ________

BUYER BIDDER

Official Name

Dy. General Manager (DIT) Designation

Oriental Bank of Commerce Company

Witness Witness

1. 1.

2. 2.



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11.22 Annexure 22: Non-Disclosure Agreement

(On Rs.100 Non-Judicial stamp paper)

This Non-Disclosure Agreement made and entered into at…………………. This

…………………..day of…………..20

BY AND BETWEEN

………………………………… Company Limited, a company incorporated under the Companies Act, 1956 having

its registered office at ….………. (Hereinafter referred to as the Vendor which expression unless repugnant

to the context or meaning thereof be deemed to include its permitted successors) of the ONE PART;

AND

Oriental Bank of Commerce, a body corporate, established under the Banking Companies (Acquisition and

Transfer of Undertakings) Act 1970 and having its Corporate Office at Oriental Bank of Commerce Plot No.

5, Institutional Area, Sector-32 Gurgaon- 122001 (hereinafter referred to as “Bank” which expression shall

unless it be repugnant to the subject, meaning or context thereof, be deemed to mean and include its

successors and assigns) of the OTHER PART.

The Vendor and Oriental Bank of Commerce are hereinafter collectively referred to as “the Parties” and

individually as “the Party”

WHEREAS:

1. Oriental Bank of Commerce is engaged in the business of providing financial services to its customers

and intends to engage Vendor for Supply, Implementation and Maintenance of Lead Management

System.

2. In the course of such assignment, it is anticipated that Oriental Bank of Commerce or any of its officers,

employees, officials, representatives or agents may disclose, or deliver, to the Vendor some Confidential

Information (as hereinafter defined), to enable the Vendor to carry out the aforesaid assignment (

hereinafter referred to as " the Purpose").

3. The Vendor is aware and confirms that all information, data and other documents made available in

the RFP/Bid Documents/Agreement /Contract or in connection with the Services rendered by the Vendor

are confidential information and are privileged and strictly confidential and or proprietary of Oriental Bank

of Commerce. The Vendor undertakes to safeguard and protect such confidential information as may be

received from Oriental Bank of Commerce.

NOW, THEREFORE THIS AGREEMENT WITNESSED THAT in consideration of the above premises and the

Oriental Bank of Commerce granting the Vendor and or his agents, representatives to have specific access



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to Oriental Bank of Commerce property / information and other data it is hereby agreed by and between

the parties hereto as follows:

1. Confidential Information:

(i) “Confidential Information” means all information disclosed/furnished by Oriental Bank of Commerce

to the Vendor whether orally, in writing or in electronic, magnetic or other form for the limited purpose

of enabling the Vendor to carry out the proposed Implementation assignment, and shall mean and include

data, documents and information or any copy, abstract, extract, sample, note or module thereof, explicitly

designated as "Confidential"; Provided the oral information is set forth in writing and marked

"Confidential" within seven (7) days of such oral disclosure.

(ii) The Vendor may use the Confidential Information solely for and in connection with the Purpose and

shall not use the Confidential Information or any part thereof for any reason other than the Purpose stated

above.

Confidential Information in oral form must be identified as confidential at the time of disclosure and

confirmed as such in writing within seven (7) days of such disclosure. Confidential Information does not

include information which:

(a) is or subsequently becomes legally and publicly available without breach of this Agreement by either

party,

(b) was rightfully in the possession of the Vendor without any obligation of confidentiality prior to

receiving it from Oriental Bank of Commerce,

(c) was rightfully obtained by the Vendor from a source other than Oriental Bank of Commerce without

any obligation of confidentiality,

(d) was developed by for the Vendor independently and without reference to any Confidential

Information and such independent development can be shown by documentary evidence, or is/was

disclosed pursuant to an order of a court or governmental agency as so required by such order, provided

that the Vendor shall, unless prohibited by law or regulation, promptly notify Oriental Bank of Commerce

of such order and afford Oriental Bank of Commerce the opportunity to seek appropriate protective order

relating to such disclosure.

(e) the recipient knew or had in its possession, prior to disclosure, without limitation on its confidentiality;

(f) is released from confidentiality with the prior written consent of the other party.

The recipient shall have the burden of proving hereinabove are applicable to the information in the

possession of the recipient. Confidential Information shall at all times remain the sole and exclusive

property of the disclosing party. Upon termination of this Agreement, Confidential Information shall be

returned to the disclosing party or destroyed, if incapable of return. The destruction shall be witnessed

and so recorded, in writing, by an authorised representative of each of the parties.



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Nothing contained herein shall in any manner impair or affect rights of Oriental Bank of Commerce in

respect of the Confidential Information.

In the event that any of the Parties hereto becomes legally compelled to disclose any

Confidential Information, such Party shall give sufficient notice to the other party to enable the other

Party to prevent or minimize to the extent possible, such disclosure. Neither party shall disclose to a third

party any Confidential Information or the contents of this Agreement without the prior written consent

of the other party. The obligations of this Clause shall be satisfied by handling Confidential Information

with the same degree of care, which the receiving party applies to its own similar confidential information

but in no event less than reasonable care.

The obligations of this clause shall survive the expiration, cancellation or termination of this Agreement

2. Non-disclosure: The Vendor shall not commercially use or disclose any Confidential Information or any

materials derived there from to any other person or entity other than persons in the direct employment

of the Vendor who have a need to have access to and knowledge of the Confidential Information solely

for the Purpose authorized above. The Vendor shall take appropriate measures by instruction and written

agreement prior to disclosure to such employees to assure against unauthorized use or disclosure. The

Vendor may disclose Confidential Information to others only if the Vendor has executed a Non-Disclosure

Agreement with the other party to whom it is disclosed that contains terms and conditions that are no

less restrictive than these presents and the Vendor agrees to notify Oriental Bank of Commerce

immediately if it learns of any use or disclosure of the Confidential Information in violation of terms of

this Agreement.

Notwithstanding the marking and identification requirements above, the following categories of

information shall be treated as Confidential Information under this Agreement irrespective of whether it

is marked or identified as confidential:

a) Information regarding Oriental Bank of Commerce and any of its Affiliates, customers and their

accounts (“Customer Information”). For purposes of this Agreement, Affiliate means a business entity now

or hereafter controlled by, controlling or under common control. Control exists when an entity owns or

controls more than 10% of the outstanding shares or securities representing the right to vote for the

election of directors or other managing authority of another entity; or

b) any aspect of Oriental Bank of Commerce's business that is protected by patent, copyright, trademark,

trade secret or other similar intellectual property right; or

c) business processes and procedures; or

d) current and future business plans; or

e) personnel information; or

f) financial information.



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3. Publications: The Vendor shall not make news releases, public announcements, give interviews, issue

or publish advertisements or publicize in any other manner whatsoever in connection with this

Agreement, the contents / provisions thereof, other information relating to this Agreement, the Purpose,

the Confidential Information or other matter of this Agreement, without the prior written approval of

Oriental Bank of Commerce.

4. Term: This Agreement shall be effective from the date hereof and shall continue till expiration of the

Purpose or termination of this Agreement by Oriental Bank of Commerce, whichever is earlier. The Vendor

hereby agrees and undertakes to Oriental Bank of Commerce that immediately on termination of this

Agreement it would forthwith cease using the Confidential Information and further promptly return or

destroy, under information to Oriental Bank of Commerce, all information received by it from Oriental

Bank of Commerce for the Purpose, whether marked Confidential or otherwise, and whether in written,

graphic or other tangible form and all copies, abstracts, extracts, samples, notes or modules thereof. The

Vendor further agree and undertake to Oriental Bank of Commerce to certify in writing upon request of

Oriental Bank of Commerce that the obligations set forth in this Agreement have been complied with.

Any provisions of this Agreement which by their nature extend beyond its termination shall continue to

be binding and applicable without limit in point in time except and until such information enters the public

domain

5. Title and Proprietary Rights: Notwithstanding the disclosure of any Confidential Information by Oriental

Bank of Commerce to the Vendor, the title and all intellectual property and proprietary rights in the

Confidential Information shall remain with Oriental Bank of Commerce.

6. Remedies: The Vendor acknowledges the confidential nature of Confidential Information and that

damage could result to Oriental Bank of Commerce if the Vendor breaches any provision of this

Agreement and agrees that, if it or any of its directors, officers or employees should engage or cause or

permit any other person to engage in any act in violation of any provision hereof, Oriental Bank of

Commerce may suffer immediate irreparable loss for which monetary compensation may not be

adequate. Oriental Bank of Commerce shall be entitled, in addition to other remedies for damages & relief

as may be available to it, to an injunction or similar relief prohibiting the Vendor, its directors, officers etc.

from engaging in any such act which constitutes or results in breach of any of the covenants of this

Agreement.

Any claim for relief to Oriental Bank of Commerce shall include Oriental Bank of Commerce's costs and

expenses of enforcement (including the attorney's fees).

7. Entire Agreement, Amendment and Assignment: This Agreement constitutes the entire agreement

between the Parties relating to the matters discussed herein and supersedes any and all prior oral

discussions and / or written correspondence or agreements between the Parties. This Agreement may be

amended or modified only with the mutual written consent of the Parties. Neither this Agreement nor

any right granted hereunder shall be assignable or otherwise transferable.



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8. Governing Law: The provisions of this Agreement shall be governed by the laws of India and the

competent court at Delhi shall have exclusive jurisdiction in relation thereto even though other Courts in

India may also have similar jurisdictions.

9. Indemnity: The Vendor shall defend, indemnify and hold harmless Oriental Bank of Commerce, its

affiliates, subsidiaries, successors, assigns, and their respective officers, directors and employees, at all

times, from and against any and all claims, demands, damages, assertions of liability whether civil,

criminal, tortuous or of any nature whatsoever, arising out of or pertaining to or resulting from any breach

of representations and warranties made by the Vendor. and/or breach of any provisions of this

Agreement, including but not limited to any claim from third party pursuant to any act or omission of the

Vendor, in the course of discharge of its obligations under this Agreement.

10. General: The Vendor shall not reverse - engineer, decompile, disassemble or otherwise interfere with

any software disclosed hereunder.

All Confidential Information is provided “as is”. In no event shall the Oriental Bank of Commerce be liable

for the inaccuracy or incompleteness of the Confidential Information. None of the Confidential

Information disclosed by Oriental Bank of Commerce constitutes any representation, warranty, assurance,

guarantee or inducement with respect to the fitness of such Confidential Information for any particular

purpose.

Oriental Bank of Commerce discloses the Confidential Information without any representation or

warranty, whether express, implied or otherwise, on truthfulness, accuracy, completeness, lawfulness,

merchantability, fitness for a particular purpose, title, non-infringement, or anything else.

11. Waiver: A waiver (whether express or implied) by Oriental Bank of Commerce of any of the provisions

of this Agreement, or of any breach or default by the Vendor in performing any of the provisions hereof,

shall not constitute a continuing waiver and such waiver shall not prevent Oriental Bank of Commerce

from subsequently enforcing any of the subsequent breach or default by the Vendor under any of the

provisions of this Agreement.

In witness whereof, the Parties hereto have executed these presents the day, month and year first herein

above written.

For and on behalf of ------------- Ltd. For and on behalf of Oriental Bank of Commerce

( ) ( )

(Designation) (Designation)



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11.23 Annexure 23: LMS Workflows

The LMS workflows depict high level flow and are indicative in nature and are attached separately at the

end of this RFP document.

Oriental Bank of Commerce Annexure 15

Commercial Bill of Material

Reference No.:

OBC/HO/DIT/LMS/RFP-119/2016-17

S.No. Guidelines

I Overall

1

The bidder is expected to quote the costs for all items required for fully complying with the

requirements of the RFP and the addenda in the respective sections of the price bid. The

prices for the respective sections would be deemed to include all components required to

successfully utilise the solution.

2

Bank is not responsible for any arithmetic errors in the commercial bid details sheet

committed by the shortlisted bidders, however, if there are any computational errors the Bank

will evaluate the Bid as per provisions contained under RFP document.

3The bidder is expected to specify the type of licences along with the details with respect to

quantity/rate/etc, wherever applicable.

4

In case the bidder includes/combines any line item as part of any other line item in the

commercial bid, then this has to be clearly mentioned in the description indicating the line

item which contains the combination

5

The bidder has to quote for each line item. If any line item is part of the solution proposed in

the RFP response, it has to be referenced. If it is not applicable, then the Bidder has to

mention Not Applicable (NA).

6

The price would be inclusive of all applicable taxes under the Indian law like customs duty,

excise duty, import taxes, freight, forwarding, insurance, delivery, etc. but exclusive of only

applicable Service Tax, VAT and Octroi / Entry Tax /equivalent local authority cess, which

shall be paid / reimbursed on actual basis on production of bills. As and when GST is

implemented, taxes which are included in the RFP and subsequently will fall under the

purview of GST, will have to be quoted separately in the invoice. The Bank will not pay the

same to avoid double taxation. Any increase in these taxes will be paid in actuals by the

bank or any new tax introduced by the government will also be paid by the bank The entire

benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be

passed on to Bank. The price quoted by the bidder should not change due to exchange rate

fluctuations, inflation, market conditions, increase in custom duty or excise tax. The bank will

not pay any out of pocket expense. No escalation in price quoted is permitted for any

reason whatsoever. Prices quoted must be firm till the completion of the contract.

7The Bidder may insert additional line items as applicable based on the solution offered in the

respective tabs

8The Bidders should quote as per the format of Bill of Material ONLY and a masked replica of

the Bill of Material should be enclosed in the technical bid.

9Bidder is required to cover component by component licensing details for each of the

software components proposed to the Bank.

10

The masked Bill of Materials which would be submitted as part of the Technical Bill of Material

should contain "XX" for ALL the corresponding commercial values that will be present in the

unmasked Bill of Material that will be part of the Commercial submission.

11 All amounts in the Bill of Material should be in INR

12The Bidder should to the extent possible stick to the same structure of the Bill of Material.

Hence the Bank does not expect the bidders to delete necessary rows.

II Application Cost

1

The bidder has to quote for each line item. If any line item is part of the solution proposed in

the RFP response, it has to be referenced. If it is not applicable, then the Bidder has to

mention Not Applicable (NA).

2The Bidder can insert additional line items as applicable based on the solution offered in the

various tabs

3 The license type has to be clearly described in the Type of License column

III Hardware Cost

1

The bidder is required to provide only the quantity of servers, count of OS & DB licenses

required for its solutions. The bank will procure the components on its own. For the

components wherein Bank has given the notional cost, the said notional value is fixed and

cannot be decreased by bidder's during reverse auction

COMMERCIAL BILL OF MATERIAL

Oriental Bank of Commerce Annexure 15

Commercial Bill of Material

Reference No.:


2

Any cluster solution or any other component other than Servers, OS & DB should be provided

by the bidder. However, bank will have the discretion to procure these components also by

its own. Bank will also provide the network ports for the solution.

IV Implementation Cost

1

Bidder shall comply to the Installation and implementation scope provided in the RFP

documents. The implementation of servers & OS will be done by the bank. However DB needs

to be installed & configured by the bidder.

2

Bidder shall provide the solution wise implementation cost. Each solution implementation

should include all the costs associated with the complete implementation of the solution

covering all the the locations & implementation of associated components like software etc.

V & VI ATS Cost & Facilities Management

2 The bidder has to note that the ATS cost will begin post the warranty period of 1 year

3The ATS costs for the Production DC & DR, testing & development and training and migration

environments have to be quoted separately

4The ATS cost for applications has to be quoted in separate line items in this section. The Bidder

has to create additional line items in this section if required

5

The price would be inclusive of all applicable taxes under the Indian law like customs duty,

excise duty, import taxes, freight, forwarding, insurance, delivery, etc. but exclusive of only

applicable Service Tax, VAT and Octroi / Entry Tax /equivalent local authority cess, which

shall be paid / reimbursed on actual basis on production of bills. As and when GST is

implemented, taxes which are included in the RFP and subsequently will fall under the

purview of GST, will have to be quoted separately in the invoice. The Bank will not pay the

same to avoid double taxation. Any increase in these taxes will be paid in actuals by the

bank or any new tax introduced by the government will also be paid by the bank The entire

benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be

passed on to Bank. The price quoted by the bidder should not change due to exchange rate

fluctuations, inflation, market conditions, increase in custom duty or excise tax. The bank will

not pay any out of pocket expense. No escalation in price quoted is permitted for any

reason whatsoever. Prices quoted must be firm till the completion of the contract.

6 The Bidder needs to provide application management services as per the scope of the RFP

7

Bidder shall at minimum deploy the resources as per the minimum resources mentioned in the

Facilities Management tab. Bidder should independently arrive at the sizing and deployment

plan to meet the RFP requirements (As per scope of work and SLAs) adhering the minimum

deployment level proposed by the bank. Bidder shall deploy resources at no extra cost if the

bidder's proposed deployment do not meet the RFP requirements and SLAs

VII Training Cost

1Bidder needs to provide operational, administration training & certification to bank or its

nominated vendor.

2The rates provided by the bidders should be applicable or any additional trainings that the

Bank may require throughout the tenure of the contract.

VIII Customization Cost

1Bidder needs to provide pro-rata cost for any Additional Customization that the Bank may or

may not undertake.

Bidder is expected to provide a detailed break up of all products and services that are under

the scope of facilities management as part of the technical bid, in the technical bill of

materials i.e. the above format is expected to be replicated for each item to be covered

under the scope of facilities management.

1

Oriental Bank of Commerce Cost Summary Sheet Reference No.:


Items Year 1 Year 2 Year 3 Total Amount

a. Application Cost 0.00 0.00 0.00 0.00

b. Hardware Cost 0.00 0.00 0.00 0.00

c. Implementation cost 0.00 0.00 0.00 0.00

d. ATS Cost 0.00 0.00 0.00

e. Facilities Management Cost 0.00 0.00 0.00 0.00

f. Training Cost 0.00

g. Customization Cost 0.00 0.00

Grand Total - TCO 0.00 0.00 0.00 0.00

Oriental Bank of Commerce Application Cost Reference No.:


Solution Type of License

Description along with

the Version number of

the licenses

Qty Rate (INR)Total Amt

(INR) Qty Rate (INR)

Total Amt

(INR) Qty Rate (INR)

Total Amt

(INR)

Total Amount

(INR)

LMS Solution

Lead Management Solution

Enterprise-wide

Perpetual License

0.00 0.00

Any Other, (Please specify) 0.00 0.00 0.00 0.00



0.00 0.00 0.00 0.00LMS Solution

Year 1 Year 2 Year 3

Oriental Bank of Commerce Hardware Cost Reference No.:


Locations / Environments / Solutions Category / TierDescription /

ConfigurationQty Rate (INR) Total Amt (INR) Qty

Rate

(INR)

Total

Amt

(INR)

QtyRate

(INR)

Total

Amt

(INR)

Total Amount (INR)

DC

Solution

OSMS Windows OS Data

Center Edition

360,000.00 0.00 0.00

OSRed Hat Enterprise Linux

Server, Premium Support

(High Availability)

88,000.00 0.00 0.00

DatabaseEnterprise Edition (MS

SQL)

500,000.00 0.00 0.00

DatabaseEnterprise Edition (Oracle

DB)

1,300,000.00 0.00 0.00

Database (Per instance of

Subsription based DB)

500,000.00 0.00 0.00

Server 2 CPU, octa core, Intel

E52630 v3, 64 GB RAM,

3x600 GB HDD with RAID

500,000.00 0.00 0.00

Any Other (Please specify) 0.00 0.00 0.00 0.00


Any Other (Please specify) 0.00 0.00 0.00 0.00Total DC Hardware Cost (A) 0.00 0.00 0.00 0.00

DR

Solution


Center Edition

360,000.00 0.00 0.00



(High Availability)

88,000.00 0.00 0.00


SQL)

500,000.00 0.00 0.00


DB)

1,300,000.00 0.00 0.00



500,000.00 0.00 0.00


LMS Solution

LMS Solution




E52630 v3, 64 GB RAM,


500,000.00 0.00 0.00



Any Other (Please specify) 0.00 0.00 0.00 0.00Total DR Hardware Cost (B) 0.00 0.00 0.00 0.00

UAT

Solution


Center Edition

360,000.00 0.00 0.00



(High Availability)

88,000.00 0.00 0.00


SQL)

500,000.00 0.00 0.00


DB)

1,300,000.00 0.00 0.00



500,000.00 0.00 0.00


E52630 v3, 64 GB RAM,


500,000.00 0.00 0.00



Any Other (Please specify) 0.00 0.00 0.00 0.00Total UAT Hardware Cost (C) 0.00 0.00 0.00 0.00

Test and Development

Solution


Center Edition

360,000.00 0.00 0.00



(High Availability)

88,000.00 0.00 0.00


SQL)

500,000.00 0.00 0.00

LMS Solution

LMS Solution

LMS Solution




DB)

1,300,000.00 0.00 0.00



500,000.00 0.00 0.00


E52630 v3, 64 GB RAM,


500,000.00 0.00 0.00



Any Other (Please specify) 0.00 0.00 0.00 0.00Total Test and Development Hardware

Cost (D) 0.00 0.00 0.00 0.00

0.00 0.00 0.00 0.00

2. Bank will procure the OS, DB, Server from its vendor, the bidder is not required to procure the same.

3. For calculation of TCO and declaration of L-1 bidder, the prices of OS, DB, Server will be included.

LMS Solution

4. In case the sizing is found to be inadequate and does not meet the SLA then the upgrades, if any, will be provided

without any further additional cost or burden to Oriental Bank of Commerce.

5. Any additional infrastructure required, will be procured from bidder and the same will also be added for the TCO and

the declaration of L-1 bidder. IHowever, bank will have the discretion to procure these components also by its own.

Note: 1. Notional hardware prices have been provided for normalization purposes.

Total Hardware cost

= (A+B+C+D)

Oriental Bank of Commerce Implementation Cost Reference No.:


Solutions Qty RateTotal Amt

(INR) Qty Rate

Total Amt

(INR) Qty Rate

Total Amt

(INR) Total Amount (INR)

Solution Implementation

LMS implementation cost 0.00 0.00




Total Solution Implementation cost (A)0.00 0.00 0.00 0.00

Solution Integration with

Finacle 0.00 0.00

Call Center Application 0.00 0.00

Loan Origination System 0.00 0.00

Internet Banking 0.00 0.00

Mobile Banking 0.00 0.00

Bank's website 0.00 0.00

SMS & Email Banking 0.00 0.00

MIS 0.00 0.00

Total Solution Integration cost (B)0.00 0.00

0.00 0.00 0.00 0.00Total Implementation cost

= (A+B)


Oriental Bank of Commerce ATS Cost Reference No.:


Base

product cost

Percentage

rate

Total Amt

(INR)

Base

product cost

Percentage

rate

Total Amt

(INR)

Base product

cost

Percentage

rate

Total Amt

(INR)Total Amount (INR)

Application Software ATS

Solution

LMS Solution 0.00 0.00 0.00

Any Other, (Please specify) 0.00 0.00 0.00



Total ATS Cost 0.00 0.00 0.00


Oriental Bank of Commerce Facilities Management Reference No.:


Rate per

resource/year

a

No. of

Personnel - b

Total Amt

(INR)

= a x b

Rate per

resource/year

a

No. of

Personnel - b

Total Amt

(INR)

= a x b

Rate per

resource/year

a

No. of

Personnel - b

Total Amt

(INR)

= a x b

Total Amount

(INR)

Facilities Management

Level 1 - support agents 0.00 0.00 0.00 0.00

Level 2 - support agents 0.00 0.00 0.00 0.00

Any Other Facility management personnel pls

specify

0.00 0.00 0.00 0.00

Any Other Facility management personnel pls

specify

0.00 0.00 0.00 0.00

Total FM Manpower Cost 0.00 0.00 0.00 0.00

Note: 1. The Bidder should provide L1 & L2 resources in a minimum shift of 8*6.

2. Bidder shall at minimum deploy the resources as per the minimum resources required by the Bank. Bidder should independently

arrive at the sizing and deployment plan to meet the RFP requirements (As per scope of work and SLAs) adhering the minimum

deployment level proposed by the bank. Bidder shall deploy resources at no extra cost if the bidder's proposed deployment do not

meet the RFP requirements and SLAs


Oriental Bank of Commerce Training Cost Reference No.:


Sl. No. Training Type Min. No. of Days

/Weeks per Batch

Batches No. of Trainees

per batch

Rate per

batch (INR)

Total Amt

(INR)

1 Executive Awareness 1 10 0.00

2 Core Team training 2 10 0.00

3 Train the trainers 2 5 0.00

Any other (Please specify) 0.00

Any other (Please specify) 0.00

0Total Training Cost

Oriental Bank of Commerce Customization Cost Reference No.:


Description Unit of

MeasurementTotal Amount (INR)

Man-

days

Per Man-

day Rate

Total Amt

(INR)Qty Rate

Total Amt

(INR)Qty Rate

Total Amt

(INR)

Additional Customization Effort -

The Bidders have to provide the man day rate

applicable across the contract period.

Cost per man day - Blended rate per man day 200 0.00 0.00

Total cost 0.00 0.00


LMS Workflows (This document needs to be referred along with LMS Requirements

document. The workflows provided here depict only high level flow

and are indicative in nature.)

1

Login to LMS system

Performance dashboard is displayed on the home screen.

Performance would be categorized in 4 categories: CASA,

Retail Credit, MSME Advances and TPP (Third Party

Products).

User would be able to access three main menu options in left drawer:

1. Lead Management

2. Sales Toolkit

3. Performance Management

(Logout option will also be present below the three main options)

Based on User role, main menu options would have underlying sub

menu-options.

Users would also have access to other supporting screens such as edit,

profile, change password, forgot password.

User enters his/her username and

password and hits 'Login' button.

2

LMS Workflow for Cluster Sales Team and Branch Officers

Add Leads

Change Status

Lead

Management

Manage Leads

Edit Leads

Add Meetings

Login

View Meetings

& Alerts

Dashboard

Performance

Management

Pipeline

Summary

Leader board

Sales Toolkit

3

LMS Workflow for Cluster Heads and CMO staff

Manage Leads Edit Leads

Lead

Management Add Meetings View and

Change status

View Meetings

& Alerts

Transfer Leads

Login

Dashboard

Performance

Management Pipeline

Summary

Leader board

Sales Toolkit

4

LMS Workflow for HO Staff and Admin

Manage Leads View and

Change status

Lead

Management Add Meetings Transfer Leads

Login

View Meetings

& Alerts Bulk Upload

Dashboard

Performance

Management Pipeline

Summary

Leader board

Sales Toolkit

5

Lead logging (For cluster sales team and branch officers)

LMS> Lead Management> Add Leads

User clicks on Add Lead option

under Lead Management. Lead

logging form get displayed

Page 1 will have mandatory fields to be filled as follows:

Name, Mobile No, Product Category, Product

Auto-filled fields: Cluster, Branch

'Next' button will take to the next page.

Page 2 will have non-mandatory fields:

Address, Email Id, Existing Customer Y/N, Customer ID

Option to click business card's photo would also be available

on this screen.

User can also provide additional detail on page 3 or submit the

lead with limited details

Post lead-logging, lead allocation will happen by the system

defined logic

User for logging lead could be

any of the following:

1. All Officers and clerks (Branch,

Cluster, CMO and HO Staff)

Sample lead form fields:

Name: Rajat Gupta

Mobile No: 987654321

Product Category: Retail Loan

Product: Vehicle Loan

Cluster: Gurgaon

Branch: Sector 32

Address:

Email Id: [email protected]

Existing customer: No

Additional fields have been

provided in the requirement

document . Req. 2.2, 2.3 and 2.4

mailto:[email protected]

6

Lead allocation/transfer Exceptional Case

(For cluster head, CMO staff, HO staff and admin to handle exceptional cases)

LMS> Lead Management> Manage

Leads> Transfer Leads

User clicks on 'Transfer Leads'

option and page to select leads is

displayed

On next page user gets option to select

following: Vertical, CMO, Cluster, Team, and

Person from the auto-populated dropdown.

After allocation, lead will start

appearing in the allocated user's

pipeline. User will also get an alert

about new lead allocation.

After selecting an individual, user will click on

'Transfer' button and lead will get allocated to

the selected individual.

Users would be able to transfer

leads for their underlying staff.

User can select multiple leads at a time using

checkbox. User clicks next after selecting

leads.

After lead logging, lead allocation will

be done by system. However, in

select scenarios need to override

system made allocation may arise.

This functionality serves that

purpose.

7

Lead modification (All users to have edit access)


Leads > Edit/Modify Leads

All fields for a lead are editable including

name and mobile number. Only Lead ID,

and lead generator is not editable which

is system generated and not a user input.

User will be displayed all the leads assigned to him

with option to select multiple leads at a time using

checkbox. User clicks next after selecting leads.

User will see the lead logging form with filled details in

edit mode. User can make changes to the fields and

click on 'save' to save the changes in the system. In

case of multiple leads selected in the system, details

will get modified for all the leads.

User clicks on Edit/Modify Leads and

screen to select leads for modification

gets displayed.

HO and Admin would have access to

modify leads of any leads in the system.

CMOs can modify leads assigned to

clusters under them. However, cluster

teams and branch officials can modify only

those leads which are assigned to them.

8

Status Update


Leads > Change Status

User clicks on Change Status and screen to

select leads for modification gets displayed.

Following status would be

available to choose from:

1. Open

2. Contacted

3. Qualified

4. Demo

5. Proposal

6. Converted

7. Cancelled

User will be displayed all possible status on the page with option to

select any and only one. User clicks on save after selecting one.

Changes get reflected in the system immediately.

User will be displayed all the leads assigned to him with option to

select multiple leads at a time using checkbox. User clicks next

after selecting leads.

HO and Admin would can

change status of any

leads in the system.

CMOs can change status

of leads assigned to

clusters under them.

However, cluster teams

and branch officials can

change status of only

those leads which are

assigned to them.

9

Bulk Lead upload – Lead Logging (For HO staff and admin)

LMS> Lead Management> Bulk Upload

User clicks on 'Bulk Upload' option

and bulk upload screen

Bulk lead upload will be

required in following

cases:

1. Analytics driven leads

2. External partners, e.g.

bankbaazar

Fields in the excel file will be

same as lead logging form

On screen there will be an option to browse a

file from the local drive or cloud. (File format

to be restricted to excel, xml, etc.)

This feature is available

to only following user:

1. HO staff

2. Admin

After browsing and selecting the appropriate

file, 'upload' button would get enabled. User

can click and upload leads in bulk.

System will allocate new leads to the users

based on logic defined in the system.

10

Add Meetings

LMS> Lead Management> Add

Meetings

Added meetings can be

seen in the Lead

Management> See

Meetings and Alerts

option.

Once meeting is added, a

system generated alert would

come to remind of the meeting

on the day of the meeting.

User will be displayed all the leads assigned

to him with option to select multiple leads at a

time using checkbox. User clicks 'Next' after

selecting leads.

User will be displayed 'Add Meeting' form,

containing following fields:

Title, Select Date, Select Time, Add note

(optional).

User needs to fill above details and click on

'Submit' button below. Meeting gets added.

User clicks on 'Add Meetings' and

screen to select leads for which

meeting needs to be scheduled

gets displayed.

All LMS users would be

able to add meetings for

themselves.

1. Branch staff (excluding

only sub-staff)

2. Cluster staff

3. CMO staff

4. HO staff