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.IT

REQUEST FOR PROPOSAL

FOR BUIILDING, MIGRATING AND OPERATING A CONTACT CENTRE FOR

Ref: SBI:01/2017 dated : 29/09/2017

Contact Centre Operations Department, Vadodara

RFP for Building, Migrating and Operating a Contact Centre

of 219 Confidential & Proprietary



Part-1

S.N. Index

1 Invitation to Bid

2 Disclaimer

3 Definitions

4 Scope of work

5 Eligibility and technical criteria

6 Cost of Bid document

7 Clarifications and amendments on RFP/Pre-Bid meeting

8 Contents of Bid documents

9 Earnest Money Deposit (EMD)

10 Bid preparation and submission

11 Deadline for submission of Bids

12 Modification and withdrawal of Bids

13 Period of validity of Bids

14 Bid integrity

15 Bidding process/ opening of technical Bids

16 Technical Evaluation

17 Evaluation of price Bids and Finalization

18 Contacting the Bank

19 Award criteria

20 Power to vary or omit work

21 No waiver of Bank’s rights or successful Bidder’s liability

22 Contract amendment

23 Bank’s right to accept any Bid and to reject any or all Bids

24 Performance Bank Guarantee

25 Services

26 Compliance with IS Security Policy

27 Penalties

28 Right to verification

29 Purchase price

30 Right to audit

31 Sub-contracting

31.a Non-sharing of Resources

32 Validity of agreement

33 Insurance

34 Limitation of liability

35 Confidentiality

36 Delay in vendor performance

37 Vendor’s obligations

38 Technical documentation

39 Patent/Intellectual Property Rights

40 Liquidated damages

41 Conflict of interest

42 Fraud and corrupt practices



43 Termination for default

44 Force majeure

45 Termination for insolvency

46 Termination for convenience

47 Disputes and arbitration

48 Governing languages

49 Applicable law

50 Taxes and Duties

51 Tax deduction at sources

52 Tender Fee

53 Legal relationship

ANNEXURES

Annexure No.

Head of Anenxure Page No.

Part 2 Schedule of Events 45

A Bid form (Technical Bid) 48

B Bidder’s Eligibility criteria 51

C Format for Submission of Functional and Technical Specifications

54

C1 Functional specifications 55

C2 Technical specifications 73

D Bidder details 106

E Scope of work 107

F Indicative Commercial Bid 185

G Format for Bank Guarantee as Earnest Money Deposit

188

H Format for submission of Performance Bank Guarantee

191

I Penalties 194

J Non-disclosure Agreement 197

K Pre Bid Query Format 202

L Pre-Contract Integrity Pact 203

M Solutions and Services Description 213

N Authorisation Letter 214

O Service Level Agreement 215

P Deviation Sheet 219



ABBREVIATIONS

Abbreviation Expansion

ABL Asset Backed Loan

ACD Automatic Call Distributor

ACW After Call Work

ADOB Auto Dialer Outbound

AEP AVAYA Experience Portal

AHT Average Handling Time or Average Call Resolution

AMC Annual Maintenance Contract

ASR Aggregation Services Router

ATM Automated Teller Machine

AUCA Advances Under Collection Account

Bank State Bank of India

BOM Bill of Material

BoQ Bill of Quantity

BPO Business Process Outsourcing

CAGR Compound Annual Growth Rate

CBS Core Banking Solution

CDR Call Detail Report

CED Customer Entered Digit

CERTIn Computer Emergency Response Team India

CMS Complaint Management System

CQ Call Quality

CRM Customer Relationship Management

CSAT Customer Satisfaction

CTI Computer Telephony Interface

CTQ Critical to Quality

CTS Card Tracking System

CVP Customer Voice Portal (architecture term)

DCMS Debit Card Management System

DNC Do Not Call

DnD Do not Disturb

DOT Department of Telecommunications

DR Disaster Recovery

DSAT Dis-satisfied Callers on call

DTMF Dual Tone Multi Frequency

EMD Earnest Money Deposit

ETC Electronic Toll Collection

FCR First Call Resolution

FDs Fixed Deposits

FE Fatal Error



FMEA Failure Mode Effects Analysis

FTE Full Time Equivalent

FTR First Time Resolution

GITC Global I.T.Centre

GST Good & Services Tax

GUI Graphical User Interface

HR Human Resources

IBA Indian Bank’s Association

IDE Integrated Development Environment

IM Incident Management

INR Indian Rupee

IRDA Insurance Regulatory and Development Authority

ITIL Information Technology Infrastructure Library

ITRO Income Tax Refund Order

IVR Interactive Voice Response

IVVR Interactive Virtual Voice Response

JVs Joint Ventures

KMS Knowledge Management System

KPI Key Performance Indicator

KYC Know Your Customer

LCS Loan Collection System

LMS Loan Management System

LoB Lines of Business

LoI Letter of Intent

MGCP Media Gateway Control Protocol

MIS Management Information System

MKTG Marketing

NAV Net Assets Value

NEFT National Electronic Fund Transfer

NOC Network Operating Centre

NPA Non-Performing Asset

NXX North American Direct Distance Dealing Number Plan

OB Outbound

OBDC Open Database Connectivity

OCAS Online Customer Acquisition System

OEM Original Equipment Manufacturer / Provider

OLAP Online Analytical Processing

OSP Other Service Provider

PA-DSS Payment Application - Data Security Standard

PBG Performance Bank Guarantee

PCI-DSS Payment Card Industry - Data Security Standard

PIN Personal Identification Number



PMJDY Pradhan Mantri Jan Dhan Yojana

PMS Pension Management System

PRI Primary Rate Interface

PSTN Public Switch Telephone Network

PTS Payment Tracking System

Q & A Questions and Answers

QoS Quality of Service

RBI Reserve Bank of India

RDs Recurring Deposits

RESPONDENT Is one who responds to this RFP document

RFP Request for Proposal

RFQ Request for Quote (online)

RTGS Real Time Gross Settlement

SBI State Bank of India

SDM Service Delivery Manager

SIP Session Internet Protocol

SIT System Integration Testing

SLA Service Level Agreement

SME Small Business Leads

SMS Script Management System

SOA Service-Oriented-Architecture

SWIFT Society For World-Wide Interbank Financial Telecommunication

TCL Tata Communications Ltd.

TCO Total Cost of Ownership

TCP-IP TRANSMISSION Control Protocol - Internet Protocol

TDM Time Division Multiplexing

TDS Tax Deducted at Source

TFN Toll Free Number

TPIN Telephone Personal Identification Number

TRAI Telecom Regulatory Authority Of India

UPS Uninterrupted Power Supply

USB Universal Standard Bus

Vod Vodafone

VXML Gateway – Server

WAN Wide Area Network

WAV Wave Form Audio File Format

WFM Work Force Management

WFS Weighted Final Score

Wg. FTS Weighted Final Technical Score

Wg. Price Weighted Price



1. Definitions: In this connection, the following terms shall be interpreted as indicated below:

a) “The Bank” or “SBI” means, the State Bank of India (including

domestic branches and foreign offices) and subsidiaries / Joint Ventures (JVs) in India and outside India and includes future branches / offices / subsidiaries / JVs that may be formed / established in India or outside India.

b) Bidder shall mean any entity (i.e. juristic person) who meets the

eligibility criteria given in Annexure-B of this RFP and willing to

provide the Services as required in this bidding document. The

interested Bidders who agree to all the terms and conditions

contained in this document may submit their Bids with the

information desired in this bidding document (Request for

Proposal).

c) “Bidder/Service Provider/System Integrator” means an eligible

entity/firm submitting the Bid in response to this RFP.

d) “Bid” means the written reply or submission of response to this RFP.

e) “The Contract” means the agreement entered into between the

Bank and the Vendor, as recorded in the Contract Form signed by the parties, including all attachments and appendices thereto and all documents incorporated by reference therein.

f) “Vendor/Service Provider” is the successful Bidder found eligible

as per eligibility criteria set out in this RFP, whose technical Bid has been accepted and who has emerged as successful Bidder as per the selection criteria set out in the RFP and to whom notification of award has been given by the Bank.

g) “The Contract Price/Project Cost” means the price(s) payable to

the Vendor under the Contract for the full and proper performance of its contractual obligations, as per the rate(s) so finalized.

h) “Services” means all services, scope of work and deliverables to

be provided by a Bidder as described in the RFP and include provision of technical assistance, training, certifications, auditing and other obligation of the Vendor covered under this RFP.



2. INVITATION TO BID:

i. This Request for Proposal (RFP) is issued by the Bank for Building,

Migrating and Operating a Contact Centre.

ii. In order to meet the Services requirements, the Bank proposes to invite

tenders from eligible vendors as per details/scope of work mentioned in

Annexure-E of this RFP document.

iii. Address for submission of Bids, contact details including email address for

sending communications are given in part II of this RFP document.

iv. The purpose of SBI behind this RFP is to seek a detailed technical and

commercial proposal for procurement of the Services desired in this

document.

v. This document shall not be transferred, reproduced or otherwise used for

purposes other than for which it is specifically issued.

vi. Interested Bidders are advised to go through the entire document before

submission of Bids to avoid any chance of elimination. The eligible Bidders

desirous of providing Services to SBI are invited to submit their technical

and commercial proposal in response to this RFP. The criteria and the

actual process of evaluation of the responses to this RFP and subsequent

selection of the successful Bidder will be entirely at Bank’s discretion. This

RFP seeks proposal from Bidders who have the necessary experience,

capability & expertise to provide SBI the proposed Services adhering to

Bank’s requirements outlined in this RFP.

3. Disclaimer:

i. The information contained in this RFP document or information provided

subsequently to Bidder(s) whether verbally or in documentary form/email

by or on behalf of State Bank of India (Bank), is subject to the terms and

conditions set out in this RFP document.

ii. This RFP is not an offer by State Bank of India, but an invitation to receive

responses from the eligible Bidders. No contractual obligation whatsoever

shall arise from the RFP process unless and until a formal contract is

signed and executed by duly authorized official(s) of State Bank of India

with the selected Bidder.



iii. The purpose of this RFP is to provide the Bidder(s) with information to

assist preparation of their Bid proposals. This RFP does not claim to

contain all the information each Bidder may require. Each Bidder should

conduct its own investigations and analysis and should check the

accuracy, reliability and completeness of the information contained in this

RFP and where necessary obtain independent advices/clarifications. Bank

may in its absolute discretion, but without being under any obligation to do

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

iv. The Bank, its employees and advisors make no representation or warranty

and shall have no liability to any person, including any Applicant or Bidder

under any law, statute, rules or regulations or tort, principles of restitution

or unjust enrichment or otherwise for any loss, damages, cost or expense

which may arise from or be incurred or suffered on account of anything

contained in this RFP or otherwise, including the accuracy, adequacy,

correctness, completeness or reliability of the RFP and any assessment,

assumption, statement or information contained therein or deemed to form

or arising in any way for participation in this bidding process.

v. The Bank also accepts no liability of any nature whether resulting from

negligence or otherwise, howsoever caused arising from reliance of any

Bidder upon the statements contained in this RFP.

vi. The issue of this RFP does not imply that the Bank is bound to select a

Bidder or to appoint the Selected Bidder, as the case may be, for the

Project and the Bank reserves the right to reject all or any of the Bidders or

Bids without assigning any reason whatsoever.

vii. The Bidder is expected to examine all instructions, forms, terms and specifications in the bidding Document. Failure to furnish all information required by the bidding Document or to submit a Bid not substantially responsive to the bidding Document in all respect will be at the Bidder’s risk and may result in rejection of the Bid.

4. Scope of Work: As given in Annexure-E of this document.



5. Eligibility and Technical Criteria:

i. Bid is open to all Bidders who meet the eligibility and all mandatory FS & TS criteria as given in Annexure –B and Annexure –C1 & C2 respectively of this document. The Bidder has to submit the documents substantiating eligibility criteria as mentioned in this RFP document. (a) If any Bidder submits Bid on behalf of Principal/OEM, the same

Bidder shall not submit a Bid on behalf of another Principal/OEM under the RFP.

(b) Either the Bidder on behalf of Principal/OEM or Principal/OEM itself is allowed to Bid, however both cannot Bid simultaneously.

ii. The Bidder shall also submit PRE-CONTRACT INTEGRITY PACT along

with technical Bids as prescribed by the Govt. of India (Annexure-L) duly signed by the Bidder on each page and witnessed by two persons. The agreement shall be stamped as applicable in the State where it is executed. Bid submitted without PRE-CONTRACT INTEGRITY PACT, as per the format provided in the RFP, shall not be considered.

6. Cost of Bid document:

The participating Bidders shall bear all the costs associated with or relating

to the preparation and submission of their Bids including but not limited to

preparation, copying, postage, delivery fees, expenses associated with

any demonstration or presentations which may be required by the Bank or

any other costs incurred in connection with or relating to their Bid. The

Bank shall not be liable in any manner whatsoever for the same or for any

other costs or other expenses incurred by a Bidder regardless of the

conduct or outcome of the bidding process.

7. Clarification and amendments on RFP/Pre-Bid Meeting

i. Bidder requiring any clarification of the bidding Document may notify the Bank in writing strictly as per the format given in Annexure-K at the address/by e-mail given in part II of this document within the date/time mentioned in the schedule of events.

ii. A pre-Bid meeting will be held on the date and time specified in the schedule of events which may be attended by the authorized representatives of the Bidders interested to respond to this RFP. The authorised representatives are required to submit their authority letter as per Annexure-N to attend the pre-bid meeting.

iii. The queries received (without identifying source of query) and response of the Bank thereof will be posted on the Bank’s website or conveyed to the Bidders.



iv. SBI reserves the right to amend, rescind or reissue the RFP, at any time

prior to the deadline for submission of Bids. The Bank, for any reason,

whether, on its own initiative or in response to a clarification requested by

a prospective Bidder, may modify the bidding Document, by amendment

which will be made available to the Bidders by way of

corrigendum/addendum. The interested parties/Bidders are advised to

check the Bank’s website regularly till the date of submission of Bid

document specified in the schedule of events/email and ensure that

clarifications/amendments issued by the Bank, if any, have been taken into

consideration before submitting the Bid. Such amendments/clarifications, if

any, issued by the Bank will be binding on the participating Bidders. Bank

will not take any responsibility for any such omissions by the Bidder. SBI,

at its own discretion, may extend the deadline for submission of Bids in

order to allow prospective Bidders a reasonable time to prepare the Bid,

for taking the amendment into account. Nothing in this RFP or any

addenda/corrigenda or clarifications issued in connection thereto is

intended to relieve Bidders from forming their own opinions and

conclusions in respect of the matters addressed in this RFP or any

addenda/corrigenda or clarifications issued in connection thereto.

v. No request for change in commercial/legal terms and conditions, other

than what has been mentioned in the RFP or any addenda/corrigenda or

clarifications issued in connection thereto, will be entertained and queries

in this regard, therefore will not be entertained.

vi. Queries received after the scheduled date and time will not be

responded/acted upon.

vii. Clarifications / amendments, if any, to the queries will be uploaded on the

Bank’s website within 7 days of the pre-Bid meeting.

8. Contents of Bid documents:

i. The Bidder must thoroughly study/analyze and properly understand the

contents of this RFP document, its meaning and impact of the information

contained therein.

ii. Failure to furnish all information required in the bidding document or

submission of Bid not responsive to the bidding documents in any

respect will be at the Bidder’s risk and responsibility and the same may

finally result in rejection of its Bid. SBI has made considerable effort to

ensure that accurate information is contained in this RFP and is

supplied solely as guidelines for Bidders.



iii. The Bid prepared by the Bidder, as well as all correspondences and documents relating to the Bid exchanged by the Bidder and the Bank and supporting documents and printed literature shall be submitted in English.

iv. The information provided by the Bidders in response to this RFP will become the property of SBI and will not be returned. Incomplete information in Bid document may lead to non-consideration of the proposal.

v. Bids must be made in the official name of the bidder’s entity under which business is conducted, showing the official business address, state in which it is incorporated or organized and must be signed by a duly authorized person. Bids must be prepared in writing, simply and economically, providing a straightforward, concise description of the bidder's bid for meeting the required specifications of this RFP. Bidders must paginate each bid volume and are requested to provide tabs to separate responses to the functional & technical criteria.

vi. Unless agreed to, specifically by the Bank in writing for any changes to the RFP issued, the bidder responses would not be incorporated automatically in the RFP document.

vii. If the Bank is not satisfied with the technical specifications in any Bid and observes any deviations, the technical bids of such bidder will not be

shortlisted and the Indicative Price Bid of such bidders will not be opened.

No further discussions shall be entertained with such bidders in this respect.

viii. The successful bidder will be responsible for all remunerations, claims, wages, dues etc. of its employees, agents, contractors and subcontractors in accordance to the statutory laws, regulations and ordinances of the country including, but not limited to, Minimum Wages Act, P.F Laws, Workmen’s Compensation Act, Labour laws etc. Bank shall not have any direct or indirect liability or obligation, to pay any charges, claims or wages, dues, and contributions as applicable towards statutory benefits of any of bidder’s employee, agents, contractors, and subcontractors, etc. The Vendors shall establish and maintain all proper records including, but not limited to, accounting records required by any law, code, practice, or corporate policy applicable to them from time-to-time, including records and returns as applicable under labour legislations.



ix. The bidder shall hold the Bank, it’s successors, assignees and administrators, indemnified and harmless against any loss or liability, claims, actions or proceedings, if any, that may arise from whatsoever nature caused to the Bank through the action of its employees, agents, contractors, subcontractors etc. The bidder at its own cost, shall indemnify the Bank, and shall always keep indemnified and hold the Bank, its employees, personnel, officers, directors, (hereinafter collectively referred to as “Personnel”) harmless from and against all third party claims of infringement of intellectual property rights including patent, trademark, copyright, trade-secret, or industrial design rights arising in relation to the performance of the services.

x. All requirements in Annexure ‘C1’ and ‘C2’ (Functional and Technical compliance – except those that are mandatory, in nature), if partially Complied or Not complied to, in the RFP response, the selected bidder will comply with those requirements before the end of pilot stage.

9. Earnest Money Deposit (EMD):

i. The Bidder shall furnish EMD for the amount and validity period

mentioned in Part II of this document.

ii. EMD is required to protect the Bank against the risk of Bidder’s conduct.

The successful bidder is expected to start work with the LOI.

iii. The EMD may be in the form of a Bank Guarantee [on the lines of

Annexure-G, issued by a Scheduled Commercial Bank in India, other

than State Bank of India. In case, SBI is the sole Banker for the Bidder, a

Letter of Comfort from SBI would be acceptable. The EMD should be in

favour of State Bank of India, Contact Centre Operations Department,

Vadodara and to be sent to our Trade Finance Processing Cell (TFCPC)

at Vadodara on SWIFT Code: SBIN0005063.

iv. Any Bid not accompanied by EMD for the specified amount as mentioned

elsewhere in the RFP will be rejected as non-responsive.

v. The EMD of the unsuccessful Bidders shall be returned within 2 weeks

from the date of Bid finalisation.

vi. The EMD of successful Bidder will be discharged upon the Bidder signing

the Contract and furnishing the Performance Bank Guarantee for the amount and validity as mentioned in Part II of this RFP which should be strictly on the lines of format placed at Annexure-H.



vii. No interest is payable on EMD.

viii. The EMD may be forfeited:-

a) If a Bidder withdraws his Bid during the period of bid validity specified

in this RFO; or

b) If a Bidder makes any statement or encloses any form which turns out to be false / incorrect at any time prior to signing of Contract; or

c) If the successful Bidder fails to sign the contract or furnish Performance Bank Guarantee, within the specified time period in the RFP/Purchase Order.

ix. If EMD is forfeited for any reasons mentioned above, the concerned

Bidder may be debarred from participating in the RFPs floated by the

Bank/this department, in future, as per sole discretion of the Bank.

10. Bid Preparation and submission:

i. The Bid is to be submitted in two separate envelopes. One of the envelope

is to be prominently marked as ‘Technical Proposal for Building, Migrating and Operating a Contact Centre in response to the RFP No. 01/2017 dated 29.09.2017. This envelope should contain following documents and properly sealed:

(a) Bid covering letter/Bid form on the lines of Annexure-A on Bidder’s

letter head. (b) Tender Fee as stated in Part-II (Schedule of events). (c) Earnest Money Deposit (EMD) as specified in this document.

(d) A letter on Bidder’s letterhead: -

(i) Mentioning details of EMD submitted, technical competence and

experience of the Bidder

(ii) Certifying that the period of the validity of the Bid is as per terms

of this RFP.

(iii) Confirming that the Bidder has quoted for all the items/Services

mentioned in this RFP in their commercial Bid.

(iv) Confirming that they agree with all the terms and conditions mentioned in the RFP.

(v) Specific response with supporting documents in respect of Eligibility Criteria as mentioned in Annexure-B and solutions called for in this RFP as per Annexure-‘E’ and Annexure-‘M’.

(e) Bidder’s details as per Annexure-D on Bidder’s letter head.

(f) Any deviations sought from technical criteria/specifications given in RFP.



(g) Audited balance sheets and profit and loss account statement for last

three years

(h) A copy of board resolution or power of attorney showing that the

signatory has been duly authorized to sign the Bid document.

(i) Technical Bid will not contain any pricing or financial information at all.

Technical Bid with financial information will be rejected.

ii. A second sealed envelope prominently marked as Indicative Price Proposal for providing Building, Migrating and Operating a Contact Centre in response to the RFP No. 01/2017 dated 29.09.2017. This envelope should contain only Indicative Price Bid strictly on the lines of Annexure-F. The Indicative Price must include all the price components mentioned. Prices are to be quoted in Indian Rupees only. The same price need be quoted in RFQ (online) as well, else, will be liable for disqualification.

iii. Bidders may please note:

a. The Bidder should quote for the entire package on a single responsibility basis for Services it proposes to provide. Outbound call carriage, email to be factored in the cost in the Indicative Price Bid. The cost of APIs need to be incorporated on per API basis for existing services, and for the future requirements of APIs, the cost need to be incorporated separately.

b. A soft copy (Word format) on a CD should also be kept in a separate

envelope within the envelope of technical Bid. Voluminous documents

should be submitted only on CDs.

c. While submitting the Technical Bid, literature on the Services should be

segregated and kept together in one section / lot in a separate envelope. d. Care should be taken that the Technical Bid shall not contain any price

information. Such proposal, if received, will be rejected.

e. The Bid document shall be complete in accordance with various clauses of the RFP document or any addenda/corrigenda or clarifications issued in connection thereto, duly signed by the authorized representative of the Bidder and stamped with the official stamp of the Bidder. Board resolution authorizing representative to Bid and make commitments on behalf of the Bidder is to be attached.

f. Bids are liable to be rejected if only one (i.e. Technical Bid or Indicative

Price Bid) is received.



g. Prices quoted by the Bidder shall remain fixed for the period specified in part II of this document and shall not be subjected to variation on any account, including exchange rate fluctuations and custom duty. A Bid submitted with an adjustable price quotation will be treated as non-responsive and will be rejected.

h. If deemed necessary the Bank may seek clarifications on any aspect from

the Bidder. However that would not entitle the Bidder to change or cause

any change in the substances of the Bid already submitted or the price

quoted.

i. The Bidder may also be asked to give presentation for the purpose of

clarification of the Bid.

j. The Bidder must provide specific and factual replies to the points raised in

the RFP.

k. The Bid shall be typed or written in indelible ink and shall be signed by the

Bidder or a person or persons duly authorized to bind the Bidder to the Contract.

l. All the enclosures (Bid submission) shall be serially numbered with rubber

stamp of the participating Bidder. The person or persons signing the Bids shall initial all pages of the Bids, except for un-amended printed literature.

m. Any inter-lineation, erasures or overwriting shall be valid only if these are

initialled by the person signing the Bids.

n. The Bid document shall be spirally bound.

o. The Bank reserves the right to reject Bids not conforming to above.

p. The two NON-WINDOW envelopes shall be put together and sealed in an outer NON-WINDOW envelope.

q. All the envelopes shall be addressed to the Bank and deliver at the

address given in Part-II of this RFP and should have name and address of the Bidder on the cover.

r. If the envelope is not sealed and marked, the Bank will assume no

responsibility for the Bid’s misplacement or its premature opening.

11. Deadline for Submission of Bids:

a. Bids must be received by the Bank at the address specified and by the date and time mentioned in the “Schedule of Events”.



b. In the event of the specified date for submission of Bids being declared a

holiday for the Bank, the Bids will be received up to the appointed time on the next working day.

c. In case the Bank extends the scheduled date of submission of Bid

document, the Bids shall be submitted by the time and date rescheduled. All rights and obligations of the Bank and Bidders will remain the same.

d. Any Bid received after the deadline for submission of Bids prescribed, will

be rejected and returned unopened to the Bidder.

12. Modification and Withdrawal of Bids:

a. The Bidder may modify or withdraw its Bid after the Bid submission, provided that written notice of the modification, including substitution or withdrawal of the Bids, is received by the Bank, prior to the deadline prescribed for submission of Bids.

b. A withdrawal notice may also be sent by Fax, but followed by a signed confirmation copy, not later than the deadline for submission of Bids.

c. No modification in the Bid shall be allowed, after the deadline for submission of Bids.

d. No Bid shall be withdrawn in the interval between the deadline for

submission of Bid and the expiration of the period of Bid validity

specified by the Bidder on the Bid Form. Withdrawal of a Bid during this

interval may result in the forfeiture of EMD submitted by the Bidder.

e. Withdrawn Bids, if any, will be returned unopened to the Bidders.

13. Period of Validity of Bids:

a. Bids shall remain valid for 9 months from the date of submission of bid.

This period may be extended by mutual consent between the bidder

and SBI. A Bid valid for a shorter period is liable to be rejected by the

Bank as non-responsive.

b. In exceptional circumstances, the Bank may solicit the Bidders’ consent

to an extension of the period of validity. The request and the responses

thereto shall be made in writing. A Bidder is free to refuse the request.

However, in such case, the Bank will not forfeit its EMD, provided the

timelines set out in Section 4 of Annexure E are adhered to. However,

any extension of validity of Bids will not entitle the Bidder to

revise/modify the Bid document.



c. The Bank reserves the right to call for fresh quotes at any time during

the Bid validity period, if considered, necessary.

14. Bid integrity:

Willful misrepresentation of any fact within the Bid will lead to the

cancellation of the contract without prejudice to other actions that the Bank

may take. All the submissions, including any accompanying documents,

will become property of SBI. The Bidders shall be deemed to license, and

grant all rights to SBI, to reproduce the whole or any portion of their

product for the purpose of evaluation, to disclose the contents of

submission to other Bidders and to disclose and/ or use the contents of

submission as the basis for RFP process.

15. Bidding process/Opening of Technical Bids:

i. All the technical Bids received up to the specified time and date will

be opened for initial evaluation on the time and date mentioned in

the schedule of events available in part II of this document. The

technical Bids will be opened in the presence of representatives of

the Bidders who choose to attend the same, provided they submit

the authority letter in the format as per Annexure-N. This authority

letter must be carried in person, and not be placed in any of the Bid

covers. However, Bids may be opened even in the absence of

representatives of one or more of the Bidders.

ii. In the first stage, only technical Bid will be opened and evaluated.

Proposals of such Bidders satisfying eligibility criteria and agree to

comply with all the terms and conditions specified in the RFP will be

evaluated for technical criteria/specifications/eligibility. Only those

Bids complied with technical criteria shall become eligible for

commercial Bid opening and further RFP evaluation process.

iii. The Bank will examine the Bids to determine whether they are complete, required formats have been furnished, the documents have been properly signed, EMD for the desired amount and validity period is available and the Bids are generally in order. The Bank may, at its discretion waive any minor non-conformity or irregularity in a Bid which does not constitute a material deviation.

iv. Prior to the detailed evaluation, the Bank will determine the

responsiveness of each Bid to the bidding Document. For purposes of these Clauses, a responsive Bid is one, which conforms to all the terms and conditions of the bidding Document in toto, without any material deviation.



v. The Bank’s determination of a Bid’s responsiveness will be based on the contents of the Bid itself, without recourse to extrinsic evidence.

vi. Attendance of all the representatives of the Bidders who are present at bid opening will be taken in a register against Name, Name of the Company and with full signature.

vii. If any of the Bidders or all the Bidders who submitted the tender are not present during the specified date and time of opening, it will be deemed that such Bidder is not interested to participate in the opening of the Bid/s and the Bank at its discretion will proceed further with opening of the Annexure – A – Technical Bid.

viii. After opening of the technical Bids and preliminary evaluation, some or all the Bidders may be asked to make presentations on the Services proposed to be offered by them.

ix. If a Bid is not responsive, it will be rejected by the Bank and will not subsequently be made responsive by the Bidder by correction of the non-conformity.

x. SBI shall conduct site visits and/or do client references check (through its own personnel or specialist consultant) at existing and proposed locations of Contact Centres that are being operated and managed by the bidder.

xi. SBI reserves the right to accept or reject any or all the bids.

16. Technical Evaluation:

The detailed process of evaluation is stated in Annexure ‘E’, section 5.7.1.

i. Technical evaluation will include technical information submitted as per technical Bid format, demonstration of proposed Services, reference calls and site visits, wherever required. The Bidder may highlight the noteworthy/superior features of their Services. The Bidder will demonstrate/substantiate all claims made in the technical Bid to the satisfaction of the Bank, the capability of the Services to support all the required functionalities at their cost in their lab or those at other organizations where similar Services are in use, including site visits, client references check, etc.

ii. During evaluation and comparison of Bids, the Bank may, at its discretion ask the Bidders for clarification on the Bids received. The request for clarification shall be in writing and no change in prices or substance of the Bid shall be sought, offered or permitted. No post-Bid clarification at the initiative of the Bidder shall be entertained.



17. Evaluation of Price Bids and Finalization:

i. The envelope containing the Commercial Bids of only those Bidders, who

are short-listed after technical evaluation, would be opened.

ii. All the Bidders who qualify in the evaluation process shall have to

participate in the online reverse auction to be conducted by Bank’s

authorized service provider on behalf of the Bank, details of which are

given in Part II of this RFP document.

iii. Shortlisted Bidders shall be willing to participate in the reverse auction

process and must have a valid digital signature certificate. Such Bidders

will be trained by Bank’s authorized service provider for this purpose.

Bidders shall also be willing to abide by the e-business rules for reverse

auction framed by the Bank / Authorised service provider. The details of e-

business rules, processes and procedures will be provided to the short-

listed Bidders.

iv. The successful Bidder will be selected on the basis of net total of the rate discovered in the Reverse Auction and the final scores after Techno-Commercial Evaluation, as stated in Section 5.7 of Annexure- ‘E’.

v. The successful Bidder is required to provide rate confirmation and rate

breakup strictly on the lines of Annexure-F within 48 hours of conclusion of the Techno-Commercial Evaluation, failing which Bank may take appropriate action.

vi. Errors, if any, in the price breakup format will be rectified as under:

(a) If there is a discrepancy between the unit rate(s) and total price which

is obtained by multiplying the unit rate with quantity, the unit rate shall

prevail and the total price shall be corrected unless it is a lower figure.

If the Bidder does not accept the correction of errors, the Bid will be

rejected.

(b) If there is a discrepancy in the unit rate quoted in figures and words,

the unit rate in figures or in words, as the case may be, which

corresponds to the total Bid price for the Bid shall be taken as correct.

(c) If the vendor has not worked out the total Bid price or the total Bid

price does not correspond to the unit rate quoted either in words or

figures, the unit rate quoted in words shall be taken as correct.

(d) The Bidder should quote for all the items/Services desired in this RFP.



18. Contacting the Bank:

i. No Bidder shall contact the Bank on any matter relating to its Bid, from the time of opening of Price Bid to the time, the Contract is awarded.

ii. Any effort by a Bidder to influence the Bank in its decisions on Bid evaluation, Bid comparison or contract award may result in the rejection of the Bidder’s Bid.

19. Award Criteria:

i. Bank will notify successful Bidder in writing by letter or fax/email that its

Bid has been accepted. The Selected Bidder has to return the duplicate

copy of the same to the Bank within 7 working days, duly Accepted,

Stamped and Signed by Authorized Signatory in token of acceptance.

ii. The RFP including all addenda in total shall be incorporated into the

contract by reference.

iii. SBI has the right to cancel any or all the bids and SBI’s decision would be

final. The bid shall be typed or written in indelible ink and shall be signed

by the bidder or a person duly authorized to bind the bidder to the contract.

The authorization shall be supported by written power of attorney

accompanying the Bid. All pages of the bid except un‐amended printed

literature shall be initialed by the person(s) signing the Bid. The bid shall

contain no interlineations, erasures or over writing except as necessary to

correct errors made by the bidder, in which case such corrections shall be

initialed by the person(s) signing the bid.

iv. The successful Bidder will have to submit Non-disclosure Agreement (NDA) as per Annexure-J, wherever applicable, Performance Bank Guarantee for the amount and validity as desired in part II and strictly on the lines of format given at Annexure-H of this document together with acceptance of all terms and conditions of RFP.

v. Copy of board resolution or power of attorney showing that the signatory

has been duly authorized to sign the acceptance letter, contract and NDA should be submitted.

vi. The acceptance of LOI, will constitute the formation of the Contract.

vii. The successful Bidder shall be required to enter into a contract/ SLA with

the Bank, within 30 days of award of the tender or within such extended period as may be decided by the Bank.



viii. Until the execution of a formal contract, the Bid document, together with

the Bank’s notification of award and the vendor’s acceptance thereof, would constitute a binding contract between the Bank and the successful Bidder.

ix. The contract/ agreement will be based on Bidder’s offer document with all

its enclosures, modifications arising out of negotiation /clarifications etc. and will include SLA, project plan – phases & milestones and schedule, copies of all necessary documents, licenses, certifications, etc.

x. The Bank reserves the right to stipulate, at the time of finalization of the

contract, any other document(s) to be enclosed as a part of the final contract.

xi. Failure of the successful Bidder to comply with the requirements/terms and conditions of this RFP shall constitute sufficient grounds for the annulment of the award and forfeiture of the EMD and PBG.

xii. Upon notification of award to the TC1 Bidder, the Bank will promptly notify the award of contract to the successful Bidder on the Bank’s website. The EMD of each unsuccessful Bidder will be discharged and returned.

20. Powers to Vary or Omit Work:

i. No alterations, amendments, omissions, additions, suspensions or

variations of the work (hereinafter referred to as variation) under the

contract shall be made by the successful Bidder except as directed in

writing by Bank. The Bank shall have full powers, subject to the provision

hereinafter contained, from time to time during the execution of the

contract, by notice in writing to instruct the successful Bidder to make any

variation without prejudice to the contract. The finally selected Bidder shall

carry out such variation and be bound by the same conditions as far as

applicable as though the said variations occurred in the contract

documents. If any, suggested variations would, in the opinion of the finally

selected Bidder, if carried out, prevent him from fulfilling any of his

obligations under the contract, he shall notify Bank thereof in writing with

reasons for holding such opinion and Bank shall instruct the successful

Bidder to make such other modified variation without prejudice to the

contract. The finally selected Bidder shall carry out such variation and be

bound by the same conditions as far as applicable, as though the said

variations occurred in the contract documents. If the Bank confirms its

instructions, the successful Bidder’s obligations shall be modified to such

an extent as may be mutually agreed, if such variation is substantial and



involves considerable extra cost. Any agreed difference in cost occasioned

by such variation shall be added to or deducted from the actual cost

arising as per the rate(s) finalized, as the case may be.

ii. In any case in which the successful Bidder has received instructions from

the Bank as to the requirements for carrying out the altered or additional

substituted work which either then or later on, will in the opinion of the

finally selected Bidders, involve a claim for additional payments, such

additional payments shall be mutually agreed in line with the terms and

conditions of the order.

iii. If any change in the work is likely to result in reduction in cost, the parties

shall agree in writing so as to the extent of change in contract price (rate),

before the finally selected Bidder(s) proceeds with the change. In all the

above cases, in the event of a disagreement as to the reasonableness of

the said sum, the decision of the Bank shall prevail.

21. No Waiver of Bank Rights or Successful Bidder’s Liability:

Neither any sign-off, nor any payment by the Bank for acceptance of the

whole or any part of the work, nor any extension of time, nor any possession

taken by the Bank shall affect or prejudice the rights of Bank against the

finally selected Bidder(s), or relieve the finally selected Bidder(s) of his

obligations for the due performance of the contract, or be interpreted as

approval of the work done, or create liability in the Bank to pay for alterations/

amendments/ variations, or discharge the liability of the successful Bidder(s)

for the payment of damages whether due, ascertained, or certified or not or

any sum against the payment of which he is bound to indemnify the Bank nor

shall any such certificate nor the acceptance by him of any such amount paid

on account or otherwise affect or prejudice the rights of the successful Bidder

against Bank.

22. Contract Amendments:

No variation in or modification of the terms of the Contract shall be made,

except by written amendment, signed by the parties.

23. Bank’s Right to Accept Any Bid and to Reject Any or All Bids: i. This RFP is not an offer to contract, but rather is to be used to establish a

common framework within which an agreement can be reached. Bidder shall warrant and put forth in writing that the deliverables and services proposed shall be performed, at the minimum, in accordance with all



requirements specified herein in such a manner to achieve the overall intent and purpose described in this RFP.

ii. The Bank reserves the right to accept or reject any Bid in part or in full or to

cancel the bidding process and reject all Bids at any time prior to contract award, without incurring any liability to the affected Bidder or Bidders or any obligation to inform the affected Bidder or Bidders of the grounds for the Bank’s action.

24. Performance Bank Guarantee:

i. Performance Bank Guarantee [PBG] of the amount with validity

period specified in Part II of this RFP strictly on the format at

Annexure-H is to be submitted by the finally selected Bidder. The

PBG has to be issued by a Scheduled Commercial Bank other than

SBI and needs to be submitted within the specified time of receipt of

formal communication from the Bank about their Bid finally selected,

favouring State Bank of India, Contact Centre Operations

Department, Vadodara and to be sent to our Trade Finance

Processing Cell (TFCPC) at Vadodara on SWIFT Code :

SBIN0005063. Purchase Order will be released only after receipt of

the Performance Bank Guarantee. In case, SBI is the sole Banker for

the Bidder, a Letter of Comfort from SBI may be accepted.

ii. The PBG is required to protect the interest of the Bank against the

risk of non-performance of the successful Bidder in respect of

successful implementation of the project which may warrant invoking

of PBG, also if any act of the supplier results in imposition of

Liquidated Damages then also the Bank reserves the right to invoke

the PBG.

25. Services:

i. Bidder should ensure that the quality of methodologies for delivering the

services, adhere to quality standards/timelines stipulated therefor.

ii. Bidder shall provide and implement patches/ upgrades/ updates for hardware/ software/ operating System / middleware etc. as and when released by the Vendor/ OEM or as per requirements of the Bank. Bidder should bring to notice of the Bank all releases/ version changes.



iii. Bidder shall obtain a written permission from the Bank before applying any

of the patches/ upgrades/ updates. Bidder has to support older versions of the hardware/ software/ operating system/middleware etc. in case the Bank chooses not to upgrade to latest version. During the entire period, the Bidder will have to undertake comprehensive support of the product or specified hardware/software and all new versions, releases, and updates for all standard product or specified hardware/software that needs to be installed at no additional cost.

iv. Bidder shall provide maintenance support for hardware/ software/

operating system/ middleware over the entire period of contract.

v. The selected Bidder shall support the product or specified hardware/software during the period of Contract as specified in Scope of work in this RFP.

vi. During the support period, the Bidder shall maintain the product or

specified hardware/software to comply with parameters defined in this RFP. The Bidder shall be responsible for all costs relating to labour, spares, maintenance (preventive and corrective), compliance of security requirements and transport charges from and to the Site(s) in connection with the repair/ replacement of product and ensure continuity of service.

vii. During the support period, the vendor shall ensure that services of

professionally qualified personnel are available for providing continuity in services at sites as per the Bank’s requirements. Continuity of Services shall include, among other things, day-today maintenance of the premises or specified hardware/software, compliance to security requirements, etc. when required or in the event of system crash/malfunctioning, arranging and configuring facility as per the requirements of the Bank, fine tuning, system monitoring, log maintenance, etc. The Bidder shall provide services of an expert technical support at Vadodara site or at other locations wherever required, whenever it is essential.

viii. In the event of product or specified hardware/software break down or failures at any stage, protection available, which would include the following, shall be specified.

a. Diagnostics for identification of product or specified

hardware/software failures

b. Protection of data / configuration

c. Recovery / restart facility

d. Backdrop of product or specified hardware / software / configuration



ix. Prompt support shall be made available as desired in this RFP during the

support period at the locations as and when required by the Bank.

x. The Bidder shall be agreeable for on-call/on-site support during peak

weeks (last and first week of each month) and at the time of switching

over from PR to DR and vice-versa. No extra charge shall be paid by

the Bank for such needs, if any, during the support period.

xi. The Bidder support staff should be well trained to effectively handle

queries raised by the customers / employees of the Bank.

xii. Updated escalation matrix shall be made available to the Bank once in

each quarter and each time the matrix gets changed.

xiii. The Bidders shall share its IT security policy and shall ensure that all steps

for security of the data of the process. The data created during the

inbound & outbound activity of SBI will be the exclusive property of SBI

and bidder shall not be authorized to utilize/share with any third

party/sell the same to any third party. The bidder shall comply with the

Bank’s security policy for SBI, and subsidiaries / JVs, processes. All

locations where the Bidder will operate processes of SBI, and its

subsidiaries / JVs, should be certified under the certifications as stated

in the Eligibility Criteria (Annexure-B) within 3 months of the site(s)

going live.

xiv. Compliance with security best practices may be monitored by periodic

computer security audits performed by or on behalf of the Bank and by

RBI inspectors/auditors. The periodicity of these audits will be decided

at the discretion of the Bank. These audits may include, but are not

limited to, a review of: access and authorization procedures, physical

security controls, backup and recovery procedures, network security

controls and program change controls. The Bank or its representatives

may inspect the facility of the Vendor running the SBI process. This

may include all the dedicated staff, including Agents, Team Leaders,

Assistant Mangers, etc. To the extent that the Bank deems it necessary

to carry out a program of inspection and audit to safeguard against

threats and hazards to the confidentiality, integrity, and availability of

data, the bidder shall afford the Bank's representatives access to the

bidder's facilities, installations, technical resources, operations,

documentation, records, databases and personnel. The bidder must

provide the Bank access to various monitoring and performance



measurement systems. The Bank has the right to get the monitoring

and performance measurement systems audited without prior approval

/notice to the bidder. The bidder will have to implement the feedbacks /

corrective actions recommended post the audit checks.

26. Compliance with IT & IS Security Policy:

The Vendor shall have to comply with Bank’s IT & IS Security policy in key concern areas relevant to the RFP, details of which will be shared with the finally selected Bidder. Some of the key areas are as under:

i. Responsibilities for data and application privacy and confidentiality

ii. Responsibilities on system and software access control and

administration

iii. Custodial responsibilities for data, software, hardware and other

assets of the Bank being managed by or assigned to the Vendor

iv. Physical Security of the facilities

v. Physical and logical separation from other customers of the Vendor

vi. Incident response and reporting procedures

vii. Password Policy of the Bank

viii. Data Encryption/Protection requirements of the Bank.

ix. In general, confidentiality, integrity and availability must be ensured.

27. Penalties:

As mentioned in Annexure-I of this RFP.

28. Right to Verification:

The Bank reserves the right to verify any or all of the statements made by

the Bidder in the tender document and to inspect the Bidder’s facility, if

necessary, to establish to its satisfaction about the Bidder’s

capacity/capabilities to perform the job.

29. Purchase Price:

i. Total cost of Services would be the Total Cost of Ownership (TCO) and

has to be quoted in commercial Bid.

ii. Bidders should ensure that exchange rate fluctuations, changes in import

duty/other taxes should not affect the rupee value of commercial Bid over

the validity period defined in this RFP.

iii. The applicable TDS will be deducted at the time of payment of invoices.

iv. Terms of payment are given in Part-II of this RFP.



v. Prices payable to the Vendor as stated in the Contract shall be firm and

not subject to adjustment during performance of the Contract, irrespective

of reasons whatsoever, including exchange rate fluctuations, any upward

revision in duties, charges, etc.

30. Right to Audit:

i. The Selected Bidder (Service Provider) has to get itself annually audited

by internal/ external empanelled Auditors appointed by the Bank/

inspecting official from the Reserve Bank of India or any regulatory

authority, covering the risk parameters finalized by the Bank/ such

auditors in the areas of products (IT hardware/ software) and services etc.

provided to the Bank and the Service Provider is required to submit such

certification by such Auditors to the Bank. The Service Provider and or his

/ their outsourced agents / sub – contractors (if allowed by the Bank) shall

facilitate the same. The Bank can make its expert assessment on the

efficiency and effectiveness of the security, control, risk management,

governance system and process created by the Service Provider. The

Service Provider shall, whenever required by the Auditors, furnish all

relevant information, records/data to them. All costs for such audit shall

be borne by the Bank.

ii. Where any deficiency has been observed during audit of the Service

Provider on the risk parameters finalized by the Bank or in the certification

submitted by the Auditors, the Service Provider shall correct/resolve the

same at the earliest and shall provide all necessary documents related to

resolution thereof and the auditor shall further certify in respect of

resolution of the deficiencies. The resolution provided by the Service

Provider shall require to be certified by the Auditors covering the

respective risk parameters against which such deficiencies have been

observed.

iii. Service Provider shall, whenever required by the Bank, furnish all relevant

information, records/data to such auditors and/or inspecting officials of the

Bank/Reserve Bank of India and or any regulatory authority. The Bank

reserves the right to call and/or retain for any relevant material information

/reports including audit or review reports undertaken by the service

provider (e.g., financial, internal control and security reviews) and findings

made on Selected Bidder in conjunction with the services provided to the

Bank.



31. Sub-contracting / Outsourcing:

i. As per scope of the RFP, subcontracting is prohibited. However, if the

Bidder subsequently wishes to sub-contract the scope of work, it will have

to obtain specific written permission from the Bank before contracting any

work to subcontractors. Bank at its own discretion may permit or deny the

same.

ii. In case subcontracting is permitted by the Bank, the contracting vendor

will be responsible for all the services provided to the Bank regardless of

which entity is conducting the operations. The contracting vendor is also

responsible for ensuring that the sub-contractor comply with all security

requirements of the contract and the Bank can obtain independent audit

report for the same. In such a case, the Bidder shall provide

subcontracting details to the Bank and if required, Bank may evaluate the

same.

iii. The bidder shall not appoint any third party, agent, sub-agent or sub-

contractor for any part of its responsibilities and obligations towards SBI

Contact Centre technology, systems and operations including customer

service agents, which are considered as core process related services.

However subject to the final decision and prior written consent from Bank

the bidder may appoint a third party, agent, sub-agent or sub-contractor for

any specific task which do not constitute as core processes and are

support activities. Further, for the purposes of clarity, it is stated that the

bidder shall be entitled to sub-contract only the non-process related

activities to third parties, such as the following:

Bandwidth & PRI Links

Recruitment

Transport

Security and Housekeeping services

Payroll

Electro-Mechanical maintenance

AMC for all hardware and software being used

Canteen Services

iv. The subcontracting shall not be construed as waiver of any accrued rights

and/or liabilities of the bidder and the bidder shall be fully responsible for

all acts and omissions of its contractors, sub-contractors, agents or any

third party.



v. If the Bank requires the details of Sub-contracts, bidders should provide

complete details of any sub-contractor/s used for the purpose of this

engagement. It is clarified that notwithstanding the use of subcontractors

by the bidder, the bidder shall be solely responsible for performance of all

obligations under the RFP irrespective of the failure or inability of the sub-

contractor chosen by the bidder to perform its obligations.

31.a. Non-Sharing of resources

All dedicated resources including premises, personnel and technology for SBI, when are free and are not in use, will be left to remain idle and the bidder shall not use these for any other process due to security reasons.

32. Validity of Agreement:

The Agreement/ SLA will be valid for the period as specified in scope of

work. The Bank reserves the right to terminate the Agreement as per the

terms of RFP.

During shifting of the services to new bidder, the selected bidder shall

provide necessary help for smooth switch over, and necessary information

support to SBI’s staff and / or SBI appointed third party, for running the

Contact Centre without any additional cost, thus ensuring continuity of

service to SBI customers.

33. Insurance

The successful bidder shall maintain at its own costs and on terms and conditions approved by SBI, throughout the Term of the contract and any extensions thereof, adequate and exclusive insurance coverage, for all its present and future property and assets that will be developed, procured and created to fulfill the obligations under this RFP and subsequent material there of pertaining to this RFP including Contract, with financially sound and reputed insurers to the satisfaction of the Bank. The successful bidder shall make timely payments for all premia of insurances and should ensure that under no circumstances the insurance policies stand void and /or voidable. The selected bidder should produce evidence, to the Bank, in the form of certificate for such insurance coverage and risks covered. The insurance certificate should carry beneficiary names, expiry date, name of insurer and all other details of insurance policy in both original and renewed policy and shall remain in force during the time of contract tenure and that not less than thirty (30) days’ written notice shall be given to the Bank prior to any modification, cancellation, or non-renewal of the policies.



The policy(ies) should be specifically obtained for all the SBI processes site-wise.

The selected bidder shall maintain insurance coverage against the risks and for the coverage as mentioned below:

i. Insurance coverage of all property, individuals, employees, agents or

persons assigned to perform the Services under this RFP and subsequent

contract, as may be required, in accordance with the relevant provisions of

the applicable law, as well as with respect to such personnel, any such life,

accident, travel or other insurance as may be appropriate.

ii. Insurance against loss or damage to

(a) Equipment purchased in whole or in part

(b) Bidders property used in performance of SBI, its subsidiaries

JVs and ITRO’s services

(c) Any and all documentation in respect to performance of the

services to SBI, and subsidiaries / JVs.

iii. Insurance covering below mentioned policies:

(a) Errors and Omissions Policy

(b) Comprehensive General Liability Policy

(c) Commercial Crime Policy

(d) Business Guard - Office Policy

The Bidders’ obligation to maintain insurance coverage hereunder shall be

in addition to, and not in lieu of, the bidders’ other obligations hereunder,

and the bidder’s liability to the Bank shall not be limited to the amount of

coverage required hereunder. The copy(ies) of each individual policy(ies)

be submitted to the Bank immediately thereafter, (in case of delay in

receipt of policy(ies) the receipt for payment of premia must be submitted

immediately thereafter.

34. Limitation of liability:

i. For breach of any obligation mentioned in this RFP, subject to obligations

mentioned in this clause, in no event Service Provider shall be liable for

damages to the Bank arising under or in connection with this Agreement

for an amount exceeding the total Cost of service on the basis of the

rate(s) so finalised with the Vendor, for the said period. Service provider

will ensure Bank’s data confidentiality and shall be responsible for liability

arising in case of breach of any kind of security and/or leakage of



confidential customer/Bank’s related information to the extent of loss so

caused.

ii. The limitations set forth herein shall not apply with respect to: a) claims that are the subject of indemnification pursuant to IPR

infringement, b) damage(s) occasioned by the gross negligence, fraud or

willful misconduct of Service Provider, c) damage(s) occasioned by Service Provider for breach of

Confidentiality Obligations, d) When a dispute is settled by the Court of Law in India or

abroad. e) Regulatory or statutory fines imposed by a Government or

Regulatory agency for non-compliance of statutory or regulatory guidelines applicable to the Bank, provided such guidelines were brought to the notice of Service Provider.

35. Confidentiality:

i. Bidder acknowledges and agrees that all tangible and intangible

information obtained, developed or disclosed including all documents,

contract, purchase order to be issued, data papers and statements and

trade secret of the Bank relating to its business practices and their

competitive position in the market place provided to the selected Bidder by

the Bank in connection with the performance of obligations of Bidder under

the purchase order to be issued, in part or complete shall be considered to

be confidential and proprietary information (“Confidential Information”) and

shall not be disclosed to any third party/published without the written

approval of the Bank.

ii. The Confidential Information will be safeguarded and Bidder will take all

the necessary action to protect it against misuse, loss, destruction,

alterations or deletions thereof. In the event of a breach or threatened

breach by Bidder of this section, monetary damages may not be an

adequate remedy; therefore, Bank shall be entitled to injunctive relief to

restrain Bidder from any such breach, threatened or actual.

iii. Any document, other than the Contract itself, shall remain the property of

the Bank and shall be returned (in all copies) to the Bank on completion of

the Vendor’s performance under the Contract, if so required by the Bank.

iv. All material in this RFP is considered CONFIDENTIAL and shall not be

disclosed, reproduced, transmitted, or made available by the bidder, or

any of its employees, representatives or potential subcontractors, to any

other person and for any reason other than responding to this RFP. The



bidder will not disclose or discuss the contents of the RFP document with

any officer, employee, consultant, director, agent, or other person

associated or affiliated in any way with Bank or any of its customers or

suppliers without the prior written consent of Bank.

v. The bidder shall not publish or disclose in any manner, without Bank’s

prior written consent, the details of any security safeguards designed,

developed, or implemented by the bidder or existing at any Bank location.

The 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. Adequate back-up measures

will need to be put in place so that no data is lost even in case an entire

facility goes down. The bidder shall also ensure that all subcontractors

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 bidder or existing at any Bank location.

36. Delay in the Vendor’s Performance:

i. Services shall be made by the Vendor within the timelines prescribed in

part II of this document.

ii. If at any time during performance of the Contract, the Vendor should

encounter conditions impeding timely delivery and performance of

Services, the Vendor shall promptly notify the Bank in writing of the fact of

the delay, it’s likely duration and cause(s). As soon as practicable after

receipt of the Vendor’s notice, the Bank shall evaluate the situation and

may, at its discretion, extend the Vendors’ time for performance, in which

case, the extension shall be ratified by the parties by amendment of the

Contract.

iii. Any delay in performing the obligation/ defect in performance by the

Vendor may result in imposition of penalty, liquidated damages,

invocation of Performance Bank Guarantee and/or termination of contract

(as laid down elsewhere in this RFP document)



37. Vendor’s obligations:

i. The Vendor is responsible for and obliged to conduct all contracted

activities in accordance with the contract using state-of-the-art methods

and economic principles and exercising all means available to achieve the

performance specified in the Contract.

ii. The Vendor is obliged to work closely with the Bank’s staff, act within its

own authority and abide by directives issued by the Bank from time to time

and complete implementation activities.

iii. The Vendor will abide by the job safety measures prevalent in India and

will free the Bank from all demands or responsibilities arising from

accidents or loss of life, the cause of which is the Vendor’s negligence.

The Vendor will pay all indemnities arising from such incidents and will not

hold the Bank responsible or obligated.

iv. The Vendor is responsible for managing the activities of its personnel

or sub-contracted personnel (where permitted) and will hold itself

responsible for any misdemeanors.

v. The Vendor shall treat as confidential all data and information about SBI,

obtained in the process of executing its responsibilities, in strict confidence

and will not reveal such information to any other party without prior written

approval of the Bank as explained under ‘Non-Disclosure Agreement’ in

Annexure-J of this document.

38. Technical Documentation:

i. The vendor shall provide documents related to review records/ Test Bug

Reports/ Root Cause Analysis Report, list of all Product components, list

of all dependent/external modules and list of all documents relating to

traceability of service level failure, within mutually agreed TAT.

ii. The Vendor shall also provide the MIS reports as per requirements of the

Bank. Any level/ version changes and/or clarification or corrections or

modifications in the above mentioned documentation should be supplied

by the Vendor to the Bank, free of cost in timely manner.

39. Patent Rights/Intellectual Property Rights:

i. For any licensed software used by the finally selected TC1 Vendor for

performing services for the Bank, the Vendor shall have the right as well

as the right to license for the outsourced services. Any license or IPR



violation on the part of Vendor/ Subcontractor should not put the Bank at

risk. The Bank reserves the right to audit the license usage of the Vendor.

ii. The Vendor shall, at its own expenses without any limitation, defend and

indemnify the Bank against all third party claims or infringements of

Intellectual Property Rights including patent, trademark, copyright, trade

secret or industrial design rights arising from the performance of the

services or use of the products or any part thereof in India or abroad.

iii. The Vendor shall expeditiously extinguish 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(s), the

Vendor shall be fully responsible therefore, including all expenses and

court and legal fees.

iv. The Bank will give notice to the Vendor of any such claim without delay,

provide reasonable assistance to the Vendor in disposing of the claim, and

shall at no time admit to any liability for or express any intent to settle the

claim.

v. Where software license is granted by the Vendor and ownership remains

with the Vendor, the Bank may ask to deposit the Source Code in an

ESCROW arrangement.

40. Liquidated Damages:

If the Vendor fails to deliver and perform any or all the services within the

stipulated time schedule as specified in this RFP/ Contract, the Bank may,

without prejudice to its other remedies under the Contract, and unless

otherwise extension of time is agreed upon without the application of

Liquidated Damages, deduct from the amount payable, as liquidated

damages mentioned in part II (Schedule of Events, Sl No 19). Once the

maximum deduction is reached, the Bank may consider termination of the

Contract.



41. Conflict of Interest:

Bidder shall not have a conflict of interest (the “Conflict of Interest”) that

affects the bidding Process. Any Bidder found to have a Conflict of Interest

shall be disqualified. In the event of disqualification, the Bank shall be

entitled to forfeit and appropriate the Bid Security and/or Performance

Security (Performance Bank Guarantee), as the case may be, as mutually

agreed upon genuine estimated loss and damage likely to be suffered and

incurred by the Bank and not by way of penalty for, inter alia, the time, cost

and effort of the Bank, including consideration of such Bidder’s proposal

(the “Damages”), without prejudice to any other right or remedy that may

be available to the Bank under the bidding Documents and/ or the

Concession Agreement or otherwise. Without limiting the generality of the

above, a Bidder shall be deemed to have a Conflict of Interest affecting the

bidding Process, if:

(a) the Bidder, its Member or Associate (or any constituent thereof) and any

other Bidder, its Member or any Associate thereof (or any constituent

thereof) have common controlling shareholders or other ownership

interest; provided that this disqualification shall not apply in cases where

the direct or indirect shareholding of a Bidder, its Member or an Associate

thereof (or any shareholder thereof having a shareholding of more than

5% (five per cent) of the paid up and subscribed share capital of such

Bidder, Member or Associate, as the case may be) in the other Bidder, its

Member or Associate, has less than 5% (five per cent) of the subscribed

and paid up equity share capital thereof; provided further that this

disqualification shall not apply to any ownership by a bank, insurance

company, pension fund or a public financial institution referred to in

section 2(72) of the Companies Act, 2013. For the purposes of this

Clause, indirect shareholding held through one or more intermediate

persons shall be computed as follows:

(i) where any intermediary is controlled by a person through management

control or otherwise, the entire shareholding held by such controlled

intermediary in any other person (the “Subject Person”) shall be taken

into account for computing the shareholding of such controlling person

in the Subject Person; and

(ii) subject always to sub-clause (i) above, where a person does not

exercise control over an intermediary, which has shareholding in the

Subject Person, the computation of indirect shareholding of such person

in the Subject Person shall be undertaken on a proportionate basis;

provided, however, that no such shareholding shall be reckoned under



this sub-clause if the shareholding of such person in the intermediary is

less than 26% of the subscribed and paid up equity shareholding of

such intermediary; or

(b) a constituent of such Bidder is also a constituent of another Bidder; or

(c) such Bidder, its Member or any Associate thereof receives or has

received any direct or indirect subsidy, grant, concessional loan or

subordinated debt from any other Bidder, its Member or Associate, or has

provided any such subsidy, grant, concessional loan or subordinated debt

to any other Bidder, its Member or any Associate thereof; or

(d) such Bidder has the same legal representative for purposes of this Bid as

any other Bidder; or

(e) such Bidder, or any Associate thereof, has a relationship with another

Bidder, or any Associate thereof, directly or through common third party/

parties, that puts either or both of them in a position to have access to

each other’s information about, or to influence the Bid of either or each

other; or

(f) such Bidder or any of its affiliates thereof has participated as a consultant

to the Bank in the preparation of any documents, design or technical

specifications of the Project.

42. Fraud & Corrupt Practices:

i. The Bidder and their respective officers, employees, agents and

advisers shall observe the highest standard of ethics during the bidding

Process. Notwithstanding anything to the contrary contained herein, the

Bank shall reject an Application without being liable in any manner

whatsoever to the Bidder if it determines that the Bidder has, directly or

indirectly or through an agent, engaged in

corrupt/fraudulent/coercive/undesirable or restrictive practices in the

bidding Process.

ii. Without prejudice to the rights of the Bank, if a Bidder is found by the

Bank to have directly or indirectly or through an agent, engaged or

indulged in any corrupt/fraudulent/coercive/undesirable or restrictive

practices during the bidding Process, such Bidder shall not be eligible to

participate in any EOI/RFP issued by the Bank during a period of 2 (two)

years from the date such Bidder is found by the Bank to have directly or

indirectly or through an agent, engaged or indulged in any corrupt/

fraudulent/ coercive/ undesirable or restrictive practices, as the case

may be.



iii. For the purposes of this Clause, the following terms shall have the

meaning hereinafter, respectively assigned to them:

(a) “corrupt practice” means

(i) the offering, giving, receiving, or soliciting, directly or indirectly, of

anything of value to influence the actions of any person connected

with the bidding Process (for avoidance of doubt, offering of

employment to or employing or engaging in any manner whatsoever,

directly or indirectly, any official of the Bank who is or has been

associated in any manner, directly or indirectly with the bidding

Process or the Letter of Authority or has dealt with matters

concerning the Concession Agreement or arising there from, before

or after the execution thereof, at any time prior to the expiry of one

year from the date such official resigns or retires from or otherwise

ceases to be in the service of the Bank, shall be deemed to constitute

influencing the actions of a person connected with the bidding

Process); or

(ii) engaging in any manner whatsoever, whether during the bidding

Process or after the issue of the Letter of Authority or after the

execution of the Agreement, as the case may be, any person in

respect of any matter relating to the Project or the Letter of Authority

or the Agreement, who at any time has been or is a legal, financial or

technical adviser of the Bank in relation to any matter concerning the

Project;

(b) “Fraudulent practice” means a misrepresentation or omission of

facts or suppression of facts or disclosure of incomplete facts, in

order to influence the bidding Process

(c) “Coercive practice” means impairing or harming or threatening to

impair or harm, directly or indirectly, any person or property to

influence any person’s participation or action in the bidding Process;

(d) “Undesirable practice” means (i) establishing contact with any

person connected with or employed or engaged by the Bank with the

objective of canvassing, lobbying or in any manner influencing or

attempting to influence the bidding Process; or (ii) having a Conflict of

Interest; and

(e) “Restrictive practice” means forming a cartel or arriving at any

understanding or arrangement among Bidders with the objective of

restricting or manipulating a full and fair competition in the bidding

Process.



43. Termination for Default:

i. The Bank, without prejudice to any other remedy for breach of Contract, by

a written notice of not less than 90 (ninety) days sent to the Vendor, may

terminate the Contract in whole or in part:

a. If the Vendor fails to deliver and perform any or all the Services within

the period(s) specified in the Contract, or within any extension thereof

granted by the Bank; or

b. If the vendor fails to perform any other obligation(s) under the contract;

or

c. Laxity in adherence to standards laid down by the Bank; or

d. Discrepancies/deviations in the agreed processes and/or Services.; or

e. Violations of terms and conditions stipulated in this RFP.

ii. In the event the Bank terminates the Contract in whole or in part for the

breaches attributable to the Vendor, the Bank may procure, upon such

terms and in such manner as it deems appropriate, Services similar to

those undelivered, and the Vendor shall be liable to the Bank for any

increase in cost for such similar Services. However, the Vendor shall

continue performance of the Contract to the extent not terminated.

iii. If the contract is terminated under any termination clause, the vendor shall

handover all documents/ executable/ Bank’s data or any other relevant

information to the Bank in timely manner and in proper format as per

scope of this RFP and shall also support the orderly transition to another

vendor or to the Bank.

iv. During the transition, the Vendor shall also support the Bank on technical

queries/support on process implementation or in case of software provision

for future upgrades.

v. The Bank’s right to terminate the Contract will be in addition to the

penalties/liquidated damages and other actions as deemed fit.

vi. In the event of failure of the Service Provider to render the Services or in

the event of termination of agreement or expiry of term or otherwise, without

prejudice to any other right, the Bank at its sole discretion may make

alternate arrangement for getting the Services contracted with another

vendor. In such case, the Bank shall give prior notice to the existing Service

Provider. The existing Service Provider shall continue to provide services as



per the terms of contract until a ‘New Service Provider’ completely takes

over the work. During the transition phase, the existing Service Provider

shall render all reasonable assistance to the new Service Provider within

such period prescribed by the Bank, at no extra cost to the Bank, for

ensuring smooth switch over and continuity of services. If existing vendor

commits a breach of this obligation, they shall be liable for paying a penalty

of as provided in Part-II, (Schedule of Events, Sl No 20) on demand to

the Bank, which may be settled from the payment of invoices or by

invocation of Performance Bank Guarantee.

44. Force Majeure:

i. Notwithstanding the provisions of terms and conditions contained in this

RFP, the Vendor shall not be liable for forfeiture of its performance security,

liquidated damages, or termination for default, if any, and to the extent that

the delay in performance or other failure to perform its obligations under the

Contract is the result of an event of Force Majeure.

ii. For the purposes of this clause, 'Force Majeure' means and includes wars,

insurrections, revolution, civil disturbance, riots, terrorist acts, public strikes,

hartal, bundh, fires, floods, epidemic, quarantine restrictions, freight

embargoes, declared general strikes in relevant industries, Major Act of

Government, impeding reasonable performance of the Vendor and / or

Sub-Contractor but does not include any foreseeable events, commercial

considerations or those involving fault or negligence on the part of the party

claiming Force Majeure.

iii. If a Force Majeure situation arises, the Vendor shall promptly notify the

Bank in writing of such condition and the cause thereof. Unless otherwise

directed by the Bank in writing, the Vendor shall continue to perform its

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.

45. Termination for Insolvency:

The Bank may, at any time, terminate the Contract by giving written notice

to the Vendor, if the Vendor becomes Bankrupt or insolvent or any

application for bankruptcy, insolvency or winding up has been filed against

it by any person. In this event, termination will be without compensation to

the Vendor, provided that such termination will not prejudice or affect any

right of action or remedy, which has accrued or will accrue thereafter to the

Bank.



46. Termination for Convenience:

The Bank, by written notice of not less than 90 (ninety) days sent to the

Vendor, may terminate the Contract, in whole or in part, at any time for its

convenience. The notice of termination shall specify that termination is for

the Bank’s convenience, the extent to which performance of the Vendor

under the Contract is terminated, and the date upon which such

termination becomes effective.

47. Disputes (applicable in case of successful Bidder only):

All disputes or differences whatsoever arising between the parties out of or in connection with this contract or in discharge of any obligation arising out of the Contract (whether during the progress of work or after completion of such work and whether before or after the termination of this contract, abandonment or breach of this contract), shall be settled amicably. If however, the parties are not able to solve them amicably, either party (SBI or Vendor), may give written notice to other party clearly setting out therein specific dispute(s) and/or difference(s) and shall be referred to a Board of Governance and settled as laid down in Ann-‘E’ at Section 6.3.5., and the award made in pursuance thereof shall be binding on the parties. In the absence of consensus, the dispute may be referred to joint arbitrator; one to be nominated by each party and the said arbitrators shall nominate a presiding arbitrator, before commencing the arbitration proceedings. The disputes shall be settled in accordance with the applicable Indian Laws.

The Vendor shall continue work under the Contract during the dispute proceedings unless otherwise directed by the Bank or unless the matter is such that the work cannot possibly be continued until the decision of the dispute is obtained. Any such dispute proceedings shall be held at Mumbai, India, and the language of the arbitration proceedings and that of all documents and communications between the parties shall be in English.

48. Governing Language: The governing language shall be English. 49. Applicable Law:

The RFP and the Contract shall be interpreted in accordance with the laws

of the Union of India and shall be subjected to the exclusive jurisdiction of

courts at Mumbai.



i. The bidder shall undertake to observe, adhere to, abide by, comply

with all laws in force or as are or as made applicable in future, pertaining

to or applicable to them, their business, their employees or their

obligations towards them and all purposes of this RFP and shall

indemnify, keep indemnified, hold harmless, defend and protect the Bank

and its employees / officers / staff / personnel / representatives / agents

from any failure or omission on its part to do so and against all claims or

demands of liability and all consequences that may occur or arise for any

default or failure on its part to conform or comply with the above and all

other statutory obligations arising there from.

ii. Compliance in obtaining approvals/permissions/licenses: The bidder

shall promptly and timely obtain all such consents, permissions, approvals,

licenses, etc., as may be necessary or required for any of the purposes of

this project or for the conduct of their own business under any applicable

Law, Government Regulation / Guidelines and shall keep the same valid

and in force during the term of the project, and in the event of any failure

or omission to do so, shall indemnify, keep indemnified, hold harmless,

defend, protect and fully compensate the Bank and its employees / officers

/ staff / personnel / representatives / agents from and against all claims or

demands of liability and all consequences that may occur or arise for any

default or failure on its part to conform or comply with the above and all

other statutory obligations arising there from and the Bank will give notice

of any such claim or demand of liability within reasonable time to the

bidder.

iii. This indemnification is only a remedy for the Bank. The bidder is not

absolved from its responsibility of complying with the statutory obligations

as specified above. Indemnity would cover damages, loss or liabilities

suffered by the Bank arising out of claims made by its customers and/or

regulatory authorities.

50. Taxes and Duties:

a. The Vendor shall be liable to pay all corporate taxes and income tax that shall be levied according to the laws and regulations applicable from time to time in India and the price Bid by the Vendor shall include all such taxes in the contract price.

b. Rate(s) quoted should be exclusive of all Central / State Government taxes/duties, GST and levies as per the Government notification in this regard, from time-to-time and shall be borne by the Bank.



c. Rate(s) payable to the Vendor as stated in the Contract shall be firm and not subject to adjustment during performance of the Contract, irrespective of reasons whatsoever, including exchange rate fluctuations, any upward revision in Custom duty. The Bidder will pass on to the Bank, all fiscal benefits arising out of reductions, if any, in Government levies viz. custom duty or the benefit of discounts if any announced in respect of the cost of the items for which orders have been placed during that period.

d. All expenses, stamp duty and other charges/ expenses in connection with the execution of the Agreement as a result of this RFP process shall be borne by the Vendor.

51. Tax deduction at Source:

i. Wherever the laws and regulations require deduction of such taxes at the

source of payment, the Bank shall effect such deductions from the

payment due to the Vendor. The remittance of amounts so deducted and

issuance of certificate for such deductions shall be made by the Bank as

per the laws and regulations for the time being in force. Nothing in the

Contract shall relieve the Vendor from his responsibility to pay any tax that

may be levied in India on income and profits made by the Vendor in

respect of this contract.

ii. The Vendor’s staff, personnel and labour will be liable to pay personal

income taxes in India in respect of such of their salaries and wages as are

chargeable under the laws and regulations for the time being in force, and

the Vendor shall perform such duties in regard to such deductions thereof

as may be imposed on him by such laws and regulations.

52. Tender Fee:

The same should be furnished by the Bidders in the form of Demand Draft/ Bankers’ Cheque as mentioned in part II. It should be enclosed with Technical Bid. The Bids without tender fee will not be considered valid.

53. Legal Relationship

No binding legal relationship will exist between any of the bidders and the Bank until execution of a contractual agreement to the full satisfaction of the Bank.



Part-2

SCHEDULE OF EVENTS

Sl No

Particulars Remarks

1 Contact details of issuing department – for all correspondences (Name, Designation, Mobile No., Email address for sending any kind of correspondence regarding this RFP) –

Shri Adarsh Sachdeva, Deputy General Manager (CCOD), State Bank of India, Contact Centre Operations Deptt., Neha Apartment, R.C.Dutt Road, Alkapuri, Vadodara. [email protected]

Shri T. Ramadas Asst. General Manager (CCOD) 7600037987, [email protected]

Shri Varoon Agarwal, Chief Manager (CCOD), 7600037228, [email protected]

2 Bid Document Availability including changes/amendments, if any to be issued

- RFP may be downloaded from Bank’s website https://www.sbi.co.in under - procurement news from 30.09.2017

Subject with regard to Mails related to pre-bid

queries be mentioned as ““Pre-Bid query for RFP 01/2017”

3 Last date for requesting clarification

Upto 07.10.2017 All communications regarding points / queries requiring clarifications shall be posted on the Bank’s website.

4 Pre - Bid Meeting at (venue)

On 17.10.2017 at 10.00 AM at State Bank of India, GITC, Digital Banking & New Business Deptt., 2nd Floor, Plot D/41/1, TTC Indl. Area, Opp. Turbhe MTNL Exchange, Turbhe, Navi Mumbai

5 Clarifications to queries raised at pre-Bid meeting will be provided by the Bank.

On 23.10.2017 on the Bank’s website.

6 Last date and time for Bid submission

06.11.2017 at 01.00 PM

7 Address for submission of Bids - (for convenience purpose only, and no query be raised to them)

S.Sridhar Babu, Chief Manager, Complaint Management System Department, 2nd Floor, Kapaas Bhavan,Plot No. 3/A, Sector – 11, CBD, Belapur, Navi MUMBAI.

mailto:[email protected]



http://www.sbi.co.in/



8 Date and Time of opening of Technical Bids

06.11.2017 at 03.00 PM Authorized representatives of vendors may be present during opening of the Technical Bids. However, Technical Bids would be opened even in the absence of any or all of the vendor representatives.

9 Presentation by the technically qualified bidders

The date / time would be communicated to the short-listed Bidders by email / letter / SMS or a combination of these.

10 Opening of Indicative Price Bids (Online)

The date / time would be communicated to the short-listed Bidders by email / letter / SMS or a combination of these. The bidder must quote the same price stated in their Indicative Price Bid (offline) in the online process as well.

11 Reverse Auction (Online)

To be shared with the short-listed bidders, along with 9 above.

12 Bid Participation Fee Amount Rs.2 lakhs

(Non-refundable by means of a DD or Bankers’ cheque payable at Mumbai in favour of State Bank of India).

13 Earnest Money Deposit by way of Letter of Comfort / PBG

Rs.50.00 lakhs Validity period from the date of Bid opening – till 9 months period. The EMD of all the unsuccessful vendors, would be discharged or released within a fortnight of the completion of the technical evaluation and short-listing of the eligible Bidders.

14 Performance Bank Guarantee

15% of the Total Value of the Contract.

Validity period from the date of purchase order up to 5 years and three months of the Contract Period, including claim period.

15 Price validity from the date of price discovery

9 months from the submission of Bid.

16 Contact details of agency appointed for conducting Reverse Auction

On a subsequent date which will be communicated to such Bidders who qualify in the Technical Evaluation.

17 Delivery schedule/ Timeline

As per footnote to Annexure-‘E’ Point No. 4.



18 Terms of payment Monthly as per the Bills raised in line with the \achievement of SLA parameters, penalties, Bonus, etc. and would normally be paid.

19 Delivery locations As detailed in Annexure – E.

20 Liquidated damages 1% of the Total Contract Value per week, subject to a maximum of 10% of the overall value.

21 Transition Penalty As per Annexure-‘E’, Footnote to Sub-section 3.5 and 4 on Timelines.



ANNEXURE–A

BID FORM (TECHNICAL BID)

[On Company’s letter head] (to be included in Technical Bid Envelope)

Date:_______________

To: <address of tendering office > Dear Sir, Ref: RFP No. SBI:xx:xxdateddd/mm/yyyy ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ We have examined the above RFP, the receipt of which is hereby duly acknowledged and subsequent pre-Bid clarifications/ modifications / revisions, if any, furnished by the Bank and we offer to provide Services detailed in this RFP. We shall abide by the terms and conditions spelt out in the RFP. The Indicative Price Bid need be submitted in a separate cover, duly superscribed, and placed separately in the Technical Bid cover, and the same quoted price need be provided on the Bank’s site as well at the time and date intimated separately. 2. While submitting this Bid, we certify that:

The undersigned is authorized to sign on behalf of the Vendor and the necessary support document delegating this authority is enclosed to this letter.

We declare that we are not in contravention of conflict of interest obligation mentioned in this RFP.

Indicative prices submitted by us have been arrived at without agreement with any other Bidder of this RFP for the purpose of restricting competition.

The indicative prices submitted by us have not been disclosed and will not be disclosed to any other Bidder responding to this RFP.

We have not induced or attempted to induce any other Bidder to submit or not to submit a Bid for restricting competition.

The rate quoted in the indicative price Bids are as per the RFP and subsequent pre-Bid clarifications/ modifications/ revisions furnished by the Bank, without any exception.



3. If our offer is accepted, we undertake to complete the formalities for providing Services within the period specified in this document.

4. We agree to abide by all the Bid terms and conditions, contents of Service

Level Agreement as available at Annexure-O of this document and the rates quoted therein for the orders awarded by the Bank up to the period prescribed in the Bid, which shall remain binding upon us.

5. 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.

6. We undertake that, in competing for (and, if the award is made to us, in

executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”.

7. We undertake that we will not offer, directly or through intermediaries, any bribe,

gift, consideration, reward, favour, any material or immaterial benefit or other advantage, commission, fees, brokerage or inducement to any official of the Bank, connected directly or indirectly with the bidding process, or to any person, organisation or third party related to the contract in exchange for any advantage in the bidding, evaluation, contracting and implementation of the contract.

8. We undertake that we will not resort to canvassing with any official of the

Bank, connected directly or indirectly with the bidding process to derive any undue advantage. We also understand that any violation in this regard, will result in disqualification of bidder from further bidding process.

9. We certify that we have not made any changes in the contents of the RFP

document read with its amendments/clarifications provided by the Bank submitted by us in our Bid document.

10. It is further certified that the contents of our Bid are factually correct. We also

accept that in the event of any information / data / particulars proving to be incorrect, the Bank will have the right to disqualify us from the Bid.

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

may receive and you may reject all or any Bid without assigning any reason or giving any explanation whatsoever.

12. We hereby undertake that our name does not appear in any “Caution” list of

RBI / IBA or any other regulatory body for outsourcing activity. 13. If our Bid is accepted, we undertake to enter into and execute at our cost,

when called upon by the Bank to do so, a contract in the prescribed form and we shall be jointly and severally responsible for the due performance of the contract.



14. The name(s) of successful Bidder to whom the contract is finally awarded

after the completion of bidding process shall be displayed on the website of the Bank and/or communicated to the successful Bidder(s).

15. The commercial bidding process will be through the reverse auction process

to be conducted by the Bank or a company authorized by the Bank. We understand that our authorized representative who would participate in the reverse auction process would be possessing a valid digital certificate for the purpose.

16. We hereby undertake and agree to abide by all the terms and conditions

stipulated by the Bank in the RFP document. Dated this ....... day of ............................ 201 ______________________________________________________________ (Signature) (Name) (In the capacity of) Duly authorised to sign Bid for and on behalf of ______________________________________

Seal of the company.



Annexure-B

Bidder’s Eligibility Criteria

Bidders meeting the following criteria are eligible to submit their Bids along with supporting documents. If the Bid is not accompanied by all the required documents supporting eligibility criteria, the same would be rejected: Commercial: Sr. No.

Eligibility Criteria Compliance (Yes/No)

Documents to be submitted along with Bid

1. The Bidder must be an Indian

Public or Private Limited

company or LLP registered under

applicable Act in India. Indian

BPO Services is that part of the

bidding organization that services

both Indian and International

customers, out of India. In case

the current bidder is the result of

merger / acquisition, at least one

of the merging companies should

have been in operation for a

minimum of five years as on

31.03.2017 * a,b.

Copy of the Certificate of Incorporation issued by Registrar of Companies along with Memorandum & Articles of Association and full address of the registered office.

2. The Bidder must have a turnover of at least Rs.350 crore from India Domestic Call Centre Voice Operations, for each of the last three financial years, * a,b

Copy of the audited Financial Statements and / or Certificate of the Chartered Accountant for preceding three years.

3. The Bidder should be profitable organization on the basis of Operating Profit for at least 3 years out of the last five years of operations. * a,b

Copy of the audited balance sheets along with profit and loss statement for corresponding years and / or Certificate of the Chartered Accountant. In the event that the profit is not publically reported for the Indian Call Centre operations of the vendor / its subsidiary / parent company, a certificate to this effect from a Chartered Accountant.



4. Bidder should have experience of minimum five years in providing the Call Centre Services, of which at least one year (after steady state) providing the Call Centre services to Public Sector Banks for Inbound Process. * a,b

Letter from the Client / LOI / Copy of the Agreement.

5. The Bidder should have a valid OSP license for any one Centre in India.

Copy of the license.

6. The Bidder must be possessing the following certifications: ISO 27001:2015 ISO 9001:2008 (Quality) TRAI OSP license / certifications, as applicable.

i) Copies of the certificates should be provided, along with the Bid. ii) Additionally, the certificates to be obtained / submitted for each site within 12 months of the 1st steady state stage, (to be confirmed on letterhead).

7. Client references and contact details (email/ landline/ mobile) of customers for whom the Bidder has executed similar projects. (Start and End Date of the Project to be mentioned) in the past (At least 3 client references are required – one PSB)

1. 2. 3.

8. Bidders should not have been blacklisted for deficiency in service by any Public Sector Bank / any regulatory body etc., IBA, RBI, TRAI, DOT, or regulator of any other country during the last 5 years.

Bidder should specifically confirm on their letter head in this regard.

9. The Bidder should have support setup within 4 hours of response time in (PR) and (DR) at all locations


10. The OEM of the Bidder should be a company and have a local support presence of support level 3 (highest escalation) locally in India.




11. The Bidder should agree to the terms and conditions of the RFP, its corrigenda, clarifications and Service Level Agreement as per Annexure-O.


12. The Bidder providing BPO / Call Centre services or the parent company of whom the Bidder is a wholly owned subsidiary, providing BPO / Call Centre services, must have registered itself with Department of Telecommunications (DOT) or any other authorized agency, as applicable.

The copy of such certificate(s).

[No change/ addition / deletion to be made by the Bidder to any of the clauses.] In case any such modification is observed in words / sentence / clause in any of the Bank’s standard clauses or documents or formats, and noticed by the Bank at any stage, the Bidder / Vendor may be liable for disqualification / termination, and in such case, EMD / PBG could be forfeited, at the sole discretion of the Bank.

* a. In case the current bidder is the result of merger / acquisition / takeover / buy / purchase of business or operations from another entity, at least one of the companies should satisfy the criteria as mentioned in table above. b. minimum of five years (commencing from FY 2012-13) as on 31.03.2017 (applicable to all these criteria). The period of five / three / one years would be worked out backwards with the last FY being 31.03.2017.

Documentary evidence must be furnished against each of the above criteria along with an index. All documents must be signed by the authorized signatory of the Bidder. Relevant portions, in the documents submitted in pursuance of eligibility criteria, should be highlighted.

Apart from the above, the solutions for the following two categories must be brought out in detail, and submitted along with the Bid for evaluation purposes.

Sr. No.

Eligibility Criteria

Compliance (Yes / No)

Documents to be submitted

1. Deployment Methodologies

Documents on deployment framework, tools, templates & utilities to be provided.

2. Project Management Methodologies

Profile of project Team / previous Assignments of similar nature / Details project plan to be submitted.

Signature Seal of Company



Annexure-C

Format for Submission of Technical & Functional Specifications

Sr. No

Required Functionalities/ Features

Compliance ( Yes/No ) and Supporting Documents

Available as part of solution ( Yes / No)

Will be Provided as Customization ( Yes / No)

Will be provided as Third Party Solution

Feasible(Yes/No)

1.

2.

3.

4.

5.

Signature and Seal of Company



Annexure-C1 Functional Specifications

INDEX

1 Mandatory

2 Cutover & Transition

3 Organization Design

4 Receiving Calls

5 Answering Calls

6 Resolution

7 Information And Accessibility

8 Business Continuity

9 Talent Management

10 Facilitation

11 Other

12 MIS

13 Analytics

14 SLA

15 Governance

Mandatory Functional Specifications

Sr. No. Requirement Description

Compliance (Choose Yes or No from

the List)

FS MAND 01 Bidder must not be involved in serious litigation in any court of law, which may adversely affect their ability to manage the proposed services.

FS MAND 02 Bidder should not have been terminated by any member of IBA for reasons other than non-performance or black-listed by any Regulatory Body.

FS MAND 03 The BPO will have all infrastructure , technology, processes, applications, application interfaces, management, and trained people ready at START stage +20 weeks

FS MAND 04 The BPO will handle transited calls from 21st week progressively and complete 100% transition by 42nd week.

FS MAND 05 One Contact Centre location has to be Vadodara mandatorily, from where the Delivery Head will operate.

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#Mandatory!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#'CUTOVER & TRANSITION'!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#'ORGANIZATION DESIGN'!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#'RECEIVING CALLS'!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#'ANSWERING CALLS'!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#RESOLUTION!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#'INFORMATION AND ACCESSIBILITY'!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#'BUSINESS CONTINUITY'!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#'TALENT MANAGEMENT'!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#FACILITATION!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#RANGE!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#MIS!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#ANALYTICS!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#SLA!A1

Annexure%20A_Functional%20Specifications%20Compliance_RFP%20of%20SBI_30.11.11.xlsx#GOVERNANCE!A1



FS MAND 06

The service to be launched along with launch are inbound IVR, Inbound agents assisted calls, outbound IVR, Outbound agent assisted calls, and email. For specific details please refer to table under sub section 3.2.2 - Service in the main RFP document.

FS MAND 07 The BPO will provide all services and existing transactions mentioned under section 3.3 and 3.4 Service Scope in the main RFP document and any new transactions, as and when the bank decides to start

FS MAND 08

The BPO will continuously monitor capacity of all technology and infrastructure components. Additional capacity will be added if the utilization crosses limit (mentioned in the SLA annexure) in peak hours for more than 5 days in a month. This capacity utilization has to be maintained during all phases of transition and pilot too

FS MAND 09 The BPO shall use PRI lines from those service providers only which will enable the SBI/ Subsidiaries / JVs toll free lines to seamlessly integrate from technology, logistics, service provider compatibility and call carriage law's/rule perspective

FS MAND 10 The BPO shall own and manage all PRI lines and last mile connectivity needed for the calls to the SBI Contact Centre.

FS MAND 11 SBI will review the catalogues, targets and all related processes, in 6 months interval and may change the same for improving the business performance.

FS MAND 12 The BPO shall have a documented process to carry out call quality monitoring to continuously improve the SLAs & KPIs.

FS MAND 13

The BPO shall forecast calls, arrive at suitable capacity, schedule agents, prepare rosters, monitor adherence and improve the efficiency and service levels of the Centre using WFM. Any volume change up to 10% of the forecasted volume for a particular duration, the BPO should handle the calls within the defined service level. For any volume change which is more than 10% for a particular duration, SLA for Service Level and Abandon will be relaxed for that duration, if the defined staffing level targets are met for that duration. Duration is hourly measurable.

FS MAND 14 The BPO will follow the security policy stated by the bank and any other applicable policies (e.g. RBI / ISO)for protecting information & information systems from unauthorized access, use, disclosure, disruption, modification or destruction

FS MAND 15 The BPO will have a documented and tested Business Continuity plan & vetted and approved by the Bank

FS MAND 16 The Contact Centre will supply the bank with regular MIS on performance in the form of Dashboards and Reports. This MIS will be published in the self-service portal mentioned in the Governance section

FS MAND 17 The bank will have online access to reporting systems of the systems used in the BPO

FS MAND 18 Compliance to CTQ SLAs mentioned in section 6.7.6 - Material Breach under Annexure E - Service Level Agreement

FS MAND 19

The BPO will acquire ISO 27001 security certification for SBI process, within 1 year from Ready State of the Contact Centre for SBI process. This certification should cover all aspects of security including but not limited to information security, infrastructure security, physical access security, document security, identification security, transportation security, 3rd party access etc.

FS MAND 20 The Contact Centre to be certified as ISO 9001 2008 for SBI process, within 1 year from the launch of the Contact Centre for SBI process

FS MAND 21 The BPO shall have valid OSP (Other Service Provider) license from Department of Telecommunications for domestic & international call centre operations for every location of SBI Contact Centre.

FS MAND 22 The BPO will have documented change management process which will be approved by SBI



Sr. No. Requirement Description Requirement Type - I or A

or B

Cutover & Transition

FS CTI 01

Three states are defined for the cutover and transition.(1) START: SBI will issue an LOI or will give an instruction to the successful bidder BPO to start work (2) READY - the BPO is ready with all the required infrastructure, technology, people and processes for transition of calls from SBI (3) TRANSITIONED : All call volumes that will be prevailing at the time of cutover and period of transition will be deemed to be fully transitioned to the BPO. The TRANSITIONED stage itself will have 4 stages each (TS1, TS2, TS3, and TS4 signifying 10%, 30%, 60% and 100% volume transfer respectively. (4) PILOT: This state will commence immediately after transitioned state and will be continued till all quality parameters for steady state is achieved. All relevant SLA's will be measured and monitored during this time (5) STEADY STATE. The process is running in its full volume and has attained all target SLA values.

B

FS CTI 02 The BPO will make sure it will put in place a crack project team to build capability as in the above FS CTI 01.

B

FS CTI 03 The total transition time will be 22 weeks from the READY state B

FS CTI 04 The pilot stage will be for 6 weeks from TRANSITION stage B

FS CTI 05

The pilot stage will be declared ready for steady state if the following critical SLA's reach their target values and are held there for a minimum of 2 weeks. Critical SLA Parameters are: SLA 02 - Contact Centre sub System-Availability SLA 03 - Telecom sub system –Availability SLA 11 - Service Level SLA 15 - Abandon Call Rate SLA 34 - IVR Call completion SLA 37 - CSAT scores (automated survey) For movement from Initial Pilot stage to steady status stage, all Critical SLAs except, SLA 34 'IVR Call Completion' and SLA 37 'Csat Scores'(automated survey) will be included.

B

FS CTI 06

The STEADY STATE stage will be till end of tenure of contract except in cases where the SLA parameters drop as mentioned in Annexure – ‘E’ under section 6.7.6 - Material Breach of the main RFP document. Critical SLA Parameters to revert back to unstable state under material breach are: SLA 02 - Contact Centre sub System-Availability SLA 03 - Telecom sub system –Availability SLA 11 - Service Level SLA 15 - Abandon Call Rate SLA 34 - IVR Call completion SLA 37 - CSAT scores (automated survey)

B

FS CTI 07 The BPO will have all infrastructure, technology and processes ready and approved by the Bank before the first phase of transition.

B

FS CTI 08 Stages of Transition I

FS CTI 09 Stage 1 (TS1): (Approximately 10% of current volume will be transferred to the BPO at Start + 21 weeks ) Period : This volume state will continue for 8 weeks

B

FS CTI 10 Stage 2 (TS2): (Approximately 30% of current volume will be transferred to the BPO at Start + 29 weeks ) Period : This volume state will continue for 8 weeks

B



FS CTI 11 Stage 3( TS3): (Approximately 60% of current volume will be transferred to the BPO at Start + 37 weeks ) Period : This volume state will continue for 4 weeks

B

FS CTI 12

Stage 4(TS4): (Approximately100 % of current volume will be transferred to the BPO at Start + 41 weeks ) Period : This volume state will then continue for 2 weeks in steady state and volume transition would get completed

B

FS CTI 13 The BPO to describe its methodology for Transition of processes in Annexure M along with Response

I

FS CTI 14 The BPO to give a detailed project plan for the transition of call centre process from the existing vendor within 3 weeks of START stage

A

FS CTI 15 The BPO will furnish daily, weekly and monthly updates of the transition plan to SBI B

FS CTI 16 Please mention the support needed from the bank during the Transition phase in Annexure M with your response

I

FS CTI 17 The vendor should make all efforts to ensure that technology, operations and process issues are defined and fine-tuned from the start of the transition stage.

A

Design

FS ODE 01 The BPO will use best practices in the industry to design the Organization structure for the SBI Contact Centre

B

FS ODE 02 The Organization structure for the SBI processes will include the following roles:- I

FS ODE 03 - Client Relationship Director B

FS ODE 04 - Technology head - Voice and all Contact Centre Technology B

FS ODE 05 - Technology head - Data, Applications and Security B

FS ODE 06 - Quality Head B

FS ODE 07 - Training head B

FS ODE 08 - HR Head B

FS ODE 09 - Operations Manager B

FS ODE 10 - Team Leaders (minimum of 1:12- 15 agents- one Team leader for every 12 to 15

agents) B

FS ODE 11 - Quality Executive (minimum 1: 2 - 3 teams -one for every 2 to 3 teams ) B

FS ODE 12 - MIS Executives (as required) B

FS ODE 13 - Legal officer (to verify and check legal/statutory and regulatory requirements) A

FS ODE 14 - Liaison officer (For interacting with Govt departments) A

FS ODE 15 - Floor coaches A

Market Segmentation

FS RCA 01 The bank will provide the BPO with the broad market segmentation needed for the process

I

FS RCA 02

The BPO will design the services, agent skills and the routing rules keeping in mind the bank's Market Segmentation. The BPO will offer the treatment as defined by the bank for each customer segment.

B

FS RCA 03

The bank considers certain customer segments as premium and expects the service to these to be differentiated as well. Segments mentioned below will be provided differential service. A different set of specialized agents will be used for these services

I

FS RCA 04 - NRI customers B

FS RCA 05 - High Net worth customers B

FS RCA 06 - Other premium segments A



Channel Assignment

FS RCA 07 The Contact Centre will have multi channels (multiple functions) for Inbound & Outbound services

A

FS RCA 08 The other advanced service to be launched as and when SBI wants it to be rolled in are : I

FS RCA 09 - Chat-bots B

FS RCA 10 - Speech Recognition B

FS RCA 11 - Emotion Analysis B

FS RCA 12 - Click to call from Internet B

FS RCA 13 - Click to call from Mobile B

FS RCA 14 - Social Media B

FS RCA 15 - Virtual Agent B

FS RCA 16 - Multi modal B

FS RCA 17 - Journey Analytics B

Number Plan & Sizing

FS RCA 18 The BPO shall use the Erlang calculator for Trunk / Gateway and IVR capacity calculation. Agent capacity calculation will be done using the forecasting and scheduling tools

B

FS RCA 19 Technology and agent sizing will be done by the BPO based on some of the following I

FS RCA 20 – Volume forecasted by BPO on a continuous basis A

FS RCA 21 – Historical information A

FS RCA 22 – Any specific information given by SBI like a special promotion, new process/product etc A

FS RCA 23 – Seasonal trends A

FS RCA 24 – Talk time projections and history A

FS RCA 25 – Agreed Service level B

FS RCA 26 Trunks capacity will include the PRI lines, last mile and trunk ports on the ACD / Gateway ports

A

FS RCA 27 State Bank of India owns the Toll / Toll Free numbers from BSNL, MTNL and Tata under POC

I

Call Carriage FS RCA 28 Other subsidiaries/JVs and ITRO, GST, ETC, etc. will have their own Toll Free Numbers I

FS RCA 29 These Toll Free numbers are expected to land on the BPO's PRI lines B

FS RCA 30 As and when SBI and any of its subsidiaries / JVs adds more toll free numbers, the same will have to be linked by BPO to the Contact Centre PRIs

B

FS RCA 31

The BPO will need to liaison and interact with SBI and its subsidiaries / JVs and Toll / Toll F r e e p r o v i d e r s f o r a l l o p e r a t i o n s a n d q u a l i t y r e l a t e d i s s u e s

B

FS RCA 32 If there are any PRI lines owned by SBI for last mile connectivity, the BPO will also manage it from an operations point of view

B

FS RCA 33 The BPO shall be responsible for calculating capacity and procuring additional capacity as required to service the calls volume

B

FS RCA 34 The BPO shall work with appropriate service providers for the Call Carriage A

Pre-Routing

FS RCA 35

BPO will perform a pre-routing logic between multiple centres, to assess the destination of the call for appropriate routing based on business rules. The business rules for routing will be discussed during the contract phase

A



Identification of Customer

FS ACA 01 Customers to be identified on IVR based on customer Account number /ATM Card Number / Phonebanking / CLI as an input

A

FS ACA 02 Relevant identification information will be shown to agent as a screen pop A

FS ACA 03 Specific business rules and treatment will be applicable based on customer identification.

A

FS ACA 04 Alternatively, customer identification may also be done as mentioned in market segmentation, based on CLI of customer

A

Routing

FS ACA 05 The BPO will design a routing logic for Voice, E-mail and SMS communication to ensure quick, accurate and best -fit resolution

B

FS ACA 06 For voice communication; the Routing logic both intra-site and inter-site will ensure that call queuing is kept within the Service level

A

FS ACA 07 Agent skills will be adequately designed to support the routing logic A

Queue Management

FS ACA 08 The skills in the BPO shall be designed to optimally reflect the customer, product and service segmentation of the Bank

A

FS ACA 09 Skill overflow and queue handling will be done in strict accordance with the SLAs agreed upon

B

FS ACA 10 Alternate channels and ‘call back manager’ should be used to reduce queue length and caller time in queue

B

FS ACA 11 Adequate technology will be used to communicate the queue length to agents (e.g. ticker tape)

A

Authentication for Account Balance

FS RES 01

The customer once identified through Account Number / ATM Card Number / CLI, will have to be authenticated through a Phone Banking / Telephonic Pin (TPIN) on the IVR. Once the first level authentication is done at IVR, at the agent level secondary authentication to be carried out as a secure access to critical information

B

FS RES 02 Initial registration request based on ATM card number, Phone Banking & Change of TPIN to be done at Contact Centre on IVR

B

Knowledge Skills

FS RES 03 The BPO shall ensure that the agents have adequate levels of knowledge on the organization's products, processes and services to deliver the designed customer service

B

FS RES 04 The BPO shall ensure regular training on the above is provided to the agents A

FS RES 05 Required tools such as a Knowledge Management System shall be deployed A

FS RES 06

The Bank will create an expert bench (Project officer) to help agents in problem resolution. The BPO needs to take help from the expert bench for queries which require expert domain knowledge. However care should be taken that the BPO learns from the expert bench over a period of time and only new queries which have not been answered before are taken to the bench.

B

FS RES 07 There shall be timely knowledge transfer of new products / policies of the bank to all BPO personnel

A

FS RES 08 The agents will undergo regular knowledge assessment tests B

FS RES 09 The BPO shall create a Knowledge base for training and reference purposes A



Performance Management

FS RES 10

The Contact Centre’s performance will comprise of availability, efficiency and effectiveness measures with related Service Levels. Please refer to the tables in RFP document under Annexure-'E' 'SLA Catalogue' for availability, efficiency and effectiveness measures for the Contact Centre

B

FS RES 11 The BPO will use a performance management system like A, B, C classification for agents and BSC/goal based system for management. (A, B and C are denotation of groups of agents based on their performance on SLAs)

B

FS RES 12 The relevant SLA's which map to A,B,C classification and their target levels will be identified by BPO and approved by SBI.

A

FS RES 13 The agents will be classified into A, B, C classes based on the SLA targets A

FS RES 14 The A, B, C classification will be done weekly and relevant feedback, training processes designed.

B

FS RES 15 Higher focus will be given on C and B class agents to move to A A

FS RES 16 The A, B, C classification of agents will be aggregated at team, site ,process and centre level and scores will be shared with SBI, its subsidiaries/JVs, over the portal( Please refer section Governance in Annexure C2 -Technical specifications for the portal)

B

FS RES 17 The BPO shall consistently benchmark, measure and improve the performance for every service offered based on the agreed terms and SLA's

A

FS RES 18 The BPO shall train its staff as per the training matrix mentioned in sub section 'Training' under Talent Management, with an aim towards increasing performance of the centre

A

FS RES 19 The bank shall audit Contact Centre performance on agreed periodic intervals and on adhoc basis.

A

Call Quality Management

FS RES 20 The BPO shall have documented policies and procedures that monitor all Service Levels and KPIs as prescribed by the bank. The policies shall clearly detail the following procedures and tools used in quality monitoring:

B

FS RES 21 - Procedure for Quality Monitoring B

FS RES 22 - Parameters monitored .The parameters will be clear and will be updated regularly to

reflect the change in types of calls B

FS RES 23 - Roles and responsibilities B

FS RES 24 - Calibration process. The calibration process will be done in the required frequency so

that all stakeholders have the same view and opinion while evaluating the calls B

FS RES 25 - Quality MIS B

FS RES 26 - Call quality monitoring data for sampling of calls should cover all agents and teams

proportionately B

FS RES 27 - The sample and frequency of sampling of calls will be identified by the BPO and

approved by SBI B

FS RES 28 The bank shall review these policies and procedures annually I

FS RES 29 The BPO shall propose methodologies and steps to improve all the KPIs indicated by the bank

B

FS RES 30 Quality Control from SBI will be based on 70% random sampling check of quality audited calls by BPO, 30% would be other than ATA, and total score of these calls will be final score for Quality SLAs..

A

Workforce Management

FS RES 31 The BPO shall forecast calls, arrive at suitable capacity, schedule agents, prepare rosters, monitor adherence and improve the efficiency and service levels of the centre using WFM

B



FS RES 32 The BPO will consider historical calls trends, seasonal trends, intra year, month, week and day pattern's, and information from the bank regarding and exceptional events projected for arriving at the forecasts.

B

FS RES 33 The BPO shall use a reputed Workforce Management tool for scheduling and staffing. Please refer to section Work force Management in Annexure C2-Technical specifications

B

FS RES 34 The bank shall have remote access to the WFM application. B

FS RES 35 The BPO shall ensure that forecasting, scheduling and rostering is done by adequately skilled personnel

A

Employee Satisfaction

FS RES 36 The BPO shall carry out regular Employee Satisfaction surveys and take actions to improve survey results

A

FS RES 37 The results of the survey shall be shared with the bank A

Pro-active Contact & Self-Service

FS RES 38 The bank intends to promote all channels especially self-service channels to its customers.

I

FS RES 39 The BPO will support the bank with cross channel analytics to aid decision making B

FS RES 40

Analysis to be carried out on incoming interactions and appropriate outbound proactive interactions identified in lower cost channels to reduce the need to contact by the customer. These identified proactive interactions will be submitted to the bank periodically for approval

B

On Call Processes

FS RES 41 SBI may from time to time arrive at certain proactive contact & self-service measures and BPO to support those initiatives

B

FS RES 42 The bank will provide the BPO sample processes for few of the call categories and the treatment for each call type including the following:-

I

FS RES 43 - Type of interaction (Inquiry / Transaction / Feedback / Complaint / Information etc.) I

FS RES 44 - Channel Assignment I

FS RES 45 - Treatment and priorities I

FS RES 46 - Service Levels I

FS RES 47 - Escalation I

FS RES 48 - Technology assistance screens I

FS RES 49 - Data capture I

FS RES 50 - Customer treatment I

FS RES 51 - Fulfilment I

FS RES 52

The BPO will create a detailed process note for each of the call categories with relevant details as above and share it with the bank .The 'On call processes' will be updated continuously by the BPO. They may need approval on these 'on call processes' from Bank.

B

FS RES 53 SBI to provide broad guidelines based on SBI’s culture & approach towards: I

FS RES 54 –Call opening statements I

FS RES 55 –Customer Identification & verification I

FS RES 56 –Probing statements I

FS RES 57 –Information Gathering I

FS RES 58 –Call Hold Etiquettes I

FS RES 59 –Call transfer etiquettes I

FS RES 60 –Resolution process I



FS RES 61 BPO to execute & follow all guidelines laid down by SBI on call handling

process B

FS RES 62 Call Closure I

FS RES 63 The BPO will design the call handling process to ensure every interaction is logically closed with either a resolution or next steps defined to the customers agreement

B

FS RES 64 The BPO will put in adequate effort to abide by the SLA' for first call resolution and seek to continuously improve the score

B

FS RES 65 Alternate channels could be used to ensure call closure where applicable (e.g. SMS) A

FS RES 66 Adequate tools such as CRM / CTI screen etc. will be used for call tagging and related workflow

B

FS RES 67 The BPO will regularly measure Customer Satisfaction / Repeat call levels / Escalations as per SLA ( Refer Annexure E ) and report

B

Escalation

FS RES 68

The BPO shall design a suitable escalation process which involves a chain of commands to be used for in case of escalations. At every stage of escalation a minimum threshold time to be set beyond which the case could escalate to the next in chain. The defined Escalation matrix will be approved by the Bank.

A

FS RES 69 The escalation workflow will cover the following types of failures I

FS RES 70 – Customer interactions A

FS RES 71 – Service level breaches A

FS RES 72 – Technology & Telecom failures A

FS RES 73 – Implementation delays (process and technology) A

FS RES 74 – Security breaches A

FS RES 75 – Administrative issues A

FS RES 76 The BPO will equip itself with an Event tracking tool to monitor service levels and provide adequate escalations through channels agreed upon

A

FS RES 77 The BPO will involve the bank in the Escalation workflow where needed A

Call Back Management FS RES 78 The BPO will ensure that queue lengths and queue times are within agreed service levels B

FS RES 79 To offer a better caller experience; the BPO will offer callers the option to be called back if the queue time is longer than expected

B

FS RES 80 The call back feature would be available for skills and customer segments prescribed by the bank

A

FS RES 81 Callers should be able to leave their telephone number and time to be called back. The system can then call back and patch the call to an agent

A

FS RES 82 The bank would like the BPO to offer the caller the option to maintain the same position in the queue if he requests a call back. The system should call him back when his queue position is zero.

B

Quality of Information – Availability, Reliability & Relevance

FS IAV 01

A) Relevant Customer Information: The bank will provide the BPO with information regarding its customers. The information will include: - Personal details - Demographic information - Bank relationship details - Relevant Financial transaction details And, any other information as the Bank deems fit.

I



FS IAV 02 The BPO is expected to collect all relevant information regarding the interaction of the customer with the BPO. This will include interactions through any channel (Self Service / Voice / SMS / E-mail / Chat)

A

FS IAV 03 All interaction history and voice recording information will be archived by the BPO for the period stipulated by the bank

B

FS IAV 04 The BPO will make all interaction information available to the bank A

FS IAV 05

B) Agent Information: The BPO will make all agent information including the following available to the bank on request:- - Personal information (name / age / qualifications / experience etc.) - Skill set and expertise - e-KYC - Contact Centre performance report - Internal assessment report - Experience Certificate

B

FS IAV 06 The BPO will carry out a e-KYC for every agent before deploying him/her on SBI process B

FS IAV 07 The Vendor shall not knowingly engage any person with a criminal record or conviction or with any such proceedings pending against him and shall bar any such person from participating directly or indirectly in the provision of Services under the Agreement.

B

FS IAV 08 The BPO will take all necessary steps to ensure the above. Following are the minimum background checks and verifications the BPO will carry out for all its personnel deployed for the SBI process:-

I

FS IAV 09 Permanent and Temporary Address and Local Address Verification B

FS IAV 10 Phone number B

FS IAV 11 Background check (through a reliable agency) B

FS IAV 12 Criminal record (through a Police verification) B

FS IAV 13 NASSCOM’s National Skill Registry verification (if applicable) B

FS IAV 14 Reference check (ex-employer) B

FS IAV 15 All agent verification information will be made available to the bank within 3 months of agent joining

B

FS IAV 16 C) Product Information: The bank will provide information for all its products and services expected to be serviced by the BPO

I

FS IAV 17 The bank will also provide regular updates on new products and changes in policies / services

I

FS IAV 18

D) Organization Policy Information: The BPO will share with the bank all information regarding the following policies : - Recruitment - Training - Quality Assurance - Governance - Security - Agent empowerment - Change management - Technology management - Rewards and Recognition

B

Information Security

FS IAV 19 The BPO is expected to have a relevant and adequate security policy B

FS IAV 20 The BPO will have a valid ISO security certification and other certifications (as per Annexure ‘B’ – Eligibility Criteria. The BPO will certify the SBI centres and Process for the same within one year of Steady State.

B



FS IAV 21 The BPO will be subject to security audits by the bank or RBI or a third party authorized by bank, on regular intervals

B

FS IAV 22 The BPO is expected to have a strong legal framework to deal with data protection and intellectual property rights issues

B

FS IAV 23 The BPO will ensure the deployment of firewalls and data encryption features to ensure reliable and secure communication and network security

B

FS IAV 24 The BPO will need to employ certified security professionals to take care of security issues and leverage their knowledge and expertise

B

Accessibility of Information

FS IAV 25 The BPO will access customer information through firewalls and standard ISO

messaging system and WEB Interfaces on real-time basis. I

FS IAV 26 The BPO will access product information through firewalls and standard ISO

messaging system and WEB Interfaces on real-time basis. I

FS IAV 27 The BPO will access bank transaction information through firewalls and standard

ISO messaging system and WEB Interfaces on real-time basis. I

Acquisition

FS IAV 28

The BPO will capture all relevant caller information on the call (including IVR and agent interaction information). If needed the BPO will make dedicated outbound calls for information. The BPO will acquire customer satisfaction information on the IVR through a survey or through an SMS survey. This process will be rolled in subject to SBI's approval

B

Business Continuity

FS BCP 01 The BPO will conduct regular risk assessment using known techniques like FMEA and use the findings to improve on the Business Continuity Plan

A

FS BCP 02 The reports and closures for the above would be retained for examination for SBI and its auditors.

A

FS BCP 03 The Business Continuity plan will cover all possible disasters in plan, but not limiting to Facility, component, Application, Data, Network, security and people.

B

FS BCP 04 The BPO will have a Business Continuity Committee which will meet quarterly and plan. The outcome and updated Business Continuity plan will be shared with SBI

B

FS BCP 05 The Recovery Time Objective will be clearly documented and as per the SLA's on restoration provided

A

FS BCP 06 The Recovery Point Objective will be same as the point before disruption or disaster struck and will be clearly documented and followed.

A

FS BCP 07 The Business continuity plan will cover the following:- I

FS BCP 08

– 100% n to n redundancy in active-active mode for all critical technology infrastructure including all network and call carriage infrastructure and n+2 for non-critical. The redundancy design should achieve the SLA's targets set for availability, restoration and disaster recovery

B

FS BCP 09

– Adequate overall capacity redundancy for all system components over all the multiple sites put together to satisfy DR criteria and SLA targets for availability and restoration. The capacity reserves as per capacity threshold set in capacity SLA can be utilized for capacity redundancy calculation

B

FS BCP 10 – 100% backup for all voice files and data B

FS BCP 11 Disaster would be termed as that condition where service in any location comes to a complete stand still and is not able to render Services from the current facilities of the location for a period exceeding four (4) Hrs.

A

FS BCP 12 In case of a disaster following percentage of calls to the location under disaster should be able to be diverted to and handled in other locations instantly.

B



FS BCP 13 - If there are only 50% locations (3) , no less than 66% of overall calls across

locations should be handled B

FS BCP 14 - If there are 75% locations (4), no less than 80% of overall calls across locations

should be handled B

FS BCP 15 - and if there are 100% locations (6), no less than 95% of calls across all

locations should be handled B

FS BCP 16 - Within 48 hours of disaster in a site, the Vendor should be able to reach the

critical SLA targets set as per RFP. B

FS BCP 17 The bank would not pay for any additional expenses over and above the provisions in the contract for any expenses that the BPO may incur during the disaster period.

A

FS BCP 18 The BPO shall carry out regular maintenance of technology and telecom infrastructure to avoid a disaster situation

A

FS BCP 19 The BPO shall carry out a Root Cause Analysis for every outage / disaster A

FS BCP 20 RBI stipulates a quarterly DR drill to be conducted by the bank. The BPO should be in preparedness always and issues if any should be resolved immediately

A

FS BCP 21

The bank will provide primary and alternate data links between the BPO and the banks primary DC in Mumbai and DR site of SBI, in Hyderabad. BPO should provide the same interface/ mode as of the Bank at their end to avoid any synchronization connectivity problems

A

FS BCP 22

SBI toll free nos. 1800112211 & 18004253800 Toll No. 080-26599990 and Tata POC and those of Subsidiaries / JVs and Pension, ITRO, ETC, GST, etc. will continue with the same nos, since these have already been publicized as Bank's help line nos. Therefore, the PRIs (except TATA POC) obtained by the BPO must be capable of accepting calls from respective toll free numbers

A

Recruitment

FS TMA 01 The BPO will plan its recruitment process to ensure that the adequately trained staff as required is available to maintain the service levels

A

FS TMA 02 The recruitment process will be designed as per the best practices followed by the industry

A

FS TMA 03 The typical profile for an agent has to be as follows I

FS TMA 04

Must have: At least 12th standard pass with basic computer awareness and typing skills in computer and or Graduate in the ratio of 75:25 with a mix of fresh / experienced in the ratio of 60:40.

B

FS TMA 05 Must have: Extremely Good communication skills in English and an Indian language B

FS TMA 06 Good to have: Experience of 6 months in a Contact Centre, for customer service or in direct selling/ telemarketing in the service industry

A

FS TMA 07 Good to have: Willing to work night shifts A

FS TMA 08 The typical profile of the Contact Centre team leaders should be as follows: I

FS TMA 09 Must Have: A graduation degree B

FS TMA 10 Must Have: 2-6 years of experience in a Contact Centre, or in direct selling/ telemarketing in the service industry

B

FS TMA 11 Must have: Experience in coaching and developing people B

FS TMA 12 Must have: Ability to coach and manage in a combined sales and servicing call Centre environment

A

FS TMA 13 Good to have: Excellent problem-solving and decision-making skills A

FS TMA 14 Good to have: Knowledge of an Indian regional language other than English A

FS TMA 15 The BPO will share its recruitment policy with the bank A

FS TMA 16 The BPO will ensure attrition levels are maintained within the acceptable limits and will share with the bank initiatives taken to maintain the same

A



FS TMA 17 The agents required for premium services are expected to have the following attributes: I

FS TMA 18 Must have: Minimum qualification - graduation B

FS TMA 19 Must have: Language proficiency - English and the required Indian language if applicable B

FS TMA 20 Must have: Minimum experience - 1 year in international BPO B

Training

FS TMA 21 Good to have: 2-6 years of experience in a Contact Centre, or in direct selling/ telemarketing in the service industry

A

FS TMA 22

SBI & BPO will jointly create the course content and the BPO will develop training material with the help of SBI and will impart initial training on:

1. Domain 2. Products 3. Procedure & Policy

B

FS TMA 23 In addition BPO will create course content as well as impart training on the following I

FS TMA 24 –Communication skills B

FS TMA 25 –Telephone & email etiquettes B

FS TMA 26 –Objection handling – Crisis management B

FS TMA 27 –Customer Relations B

FS TMA 28 –Up sell / Cross Sell B

FS TMA 29 –Technical skills B

FS TMA 30 –Behavioural and leadership B

FS TMA 31

BPO will appoint dedicated training team. The bank will initially train the trainers on all products & procedures followed with a certification test to this team. The trainers and other key personnel are mandated to attend and clear a certification by the bank

B

FS TMA 32 SBI certified trainers of BPO will carry out initial ‘Induction Training’ to all agents on following:

B

FS TMA 33

- Overview on SBI organization - Business Overview - Policy - Service Channels

B

FS TMA 34 –Knowledge on all products & processes of SBI B

FS TMA 35 –BPO HR policies B

FS TMA 36 –Overview of Contact Centre Services B

FS TMA 37 –Overview of applications and Contact Centre technology B

FS TMA 38 The BPO will carry out Training Need Analysis to identify the training need with the workgroup

B

FS TMA 39 The BPO will carry out ongoing refresher training based on performance inputs from Quality & Audit teams

B

FS TMA 40 The BPO will undertake training sessions for performance enhancement as follows: I

FS TMA 41 - Conduct Pre Shift huddle – 5-10 minutes daily B

FS TMA 42 - Conduct ‘On Job Training’ programs – On going A

FS TMA 43 - e-learning application for self-training & learning A

FS TMA 44 - Initiate ‘Do You Know’ concept of knowledge sharing (1 process daily) to all

agents B

FS TMA 45 - Conduct Monthly Quiz Contest on products & processes A

FS TMA 46 - Prepare Training Calendar for specialized training, use of technology-driven

training tools, - Gamification, etc. A



FS TMA 47 BPO will adhere to the training schedule as per the Training Matrix given below: B

FS TMA 48

The BPO will ensure a training environment where agent have access to all functionalities and can execute all types of dummy transactions, without any of these transactions actually being fulfilled.

A

FS TMA 49

The BPO will ensure System support for a training instructor or supervisor to be able to coach an agent from another workstation location, by listening into a call conversation and by following the screen events as they occur.

A

Team Management

FS TMA 50 The BPO shall design, organize & manage teams to achieve the bank’s, Contact Centres’ and individual goals

B

FS TMA 51 Teams will be designed and managed based on industry best practices A

FS TMA 52 The BPO shall share its appraisal structure with the bank A

FS TMA 53 The BPO to publish its Code of Conduct policy. A

FS TMA 54 The BPO will ensure employee adherence to the Code of Conduct policy B

FS TMA 55 Any deviation of agent behaviour from the BPO's code of conduct to be reported to the bank

A

Ergonomics

FS FAC 01

The BPO will ensure the equipment and the workplace is designed in line with Ergonomic best practices for call centres. (Relevant work - working postures, material handling, repetitive movement, work place layout, cleanliness, safety and health.)

B

FS FAC 02 The space specification for the facility will be a minimum of 70 sq feet per seat B

FS FAC 03

The common facilities that would be provided in the Contact Centre will include. Manager/Process Owner’s Cabins. 2. Operations Manager’s Cubicles. 3. Training Room. 4. Pantry/Cafeteria. 5. Toilet Blocks. 6. Locker area. 7. Reception/Security Stations. 8. Utilities Room (AC & Electrical), lifts, wherever applicable.

A

FS FAC 04

The BPO will ensure that each of expert bench (Project Officers) will have an adequate and dedicate space for comfortable working. A minimum workspace of 32 sq feet per officer is required.

B

Change Management

FS CMA 01 The status of the change request will be reflected in the portal identified in the governance section B

FS CMA 02 The BPO will carry out an impact analysis before every major change and advise SBI on the repercussions B

FS CMA 03 All changes done on the systems and assets will be captured in an configuration management database B

FS CMA 04 BPO will take prior approval from SBI for any changes initiated by BPO B

FS CMA 05 All documents will contain a version history and all versions of the document will be stored through the tenure of the contract and will be readily traceable B

FS CMA 06 Change Management can be divided into two categories:- I

FS CMA 07

–Minor changes (<=5 man-days effort) E.g. Adding skills, moving menu options on the IVR, modifications in IVR voice

recordings, creation of new reports etc. B

FS CMA 08

–Major changes (> 5 man-days effort) E.g. creating a new IVR tree, creating customized reports, adding a new service or

technology component etc. B

FS CMA 09 All Major changes will be estimated and paid for based on the man-day rate. Please refer pricing format in RFP B



FS CMA 10 All minor changes will be accounted for in the price that the BPO will quote for the service in the Indicative Price Bid B

FS CMA 11 Any change management requirement or estimate will not impact or change the price quoted for main services during the entire tenure. B

MIS

FS MIS 01 The BPO will ensure clarity, detail, accuracy and timeliness of the MIS B

FS MIS 02 The BPO will give the bank MIS not limited to the following:- I

FS MIS 03 - Call Centre performance as defined by the key SLAs and KPIs B

FS MIS 04 - Interaction information B

FS MIS 05 - Agent performance B FS MIS 06 - Technology performance - Telecom infrastructure B

FS MIS 07 - Technology performance - Call Centre technology B

FS MIS 08 - Call analytics B

FS MIS 09 - Cross channel analytics B

FS MIS 10 - Customer satisfaction B

FS MIS 11 The BPO's MIS will include but will not be limited to the following reports: I

FS MIS 12 - Agent performance reports B

FS MIS 13 - Skill performance reports B

FS MIS 14 - Unit performance reports B

FS MIS 15 - Telecom performance reports B

FS MIS 16 - Analytics reports B

FS MIS 17 - Dialer Reports B

FS MIS 18 - Non-Voice Channels performance reports B

FS MIS 19 - Reports on all SLAs and KPIs agreed B

FS MIS 20

The MIS provided will be discussed in the monthly management committee and steering committee and all necessary modifications/changes identified will be carried out by the BPO B

Analytics FS ANA 01 Business Intelligence Analytics I

FS ANA 02

The BPO will conduct periodic studies on interaction information to give the bank insights into the following: - Customer needs - Channel usage patterns - Customer satisfaction - Operational costs - Agent Performance and effectiveness B

FS ANA 03 Cross Channel Analytics I

FS ANA 04

The BPO will conduct periodic studies on interaction information to give the bank insights/recommendations into specific information on needs, usage and behaviour of customers in a particular channel which can be used for decisions in another channel. This will also include specific information of customers using multiple channels and their needs, behaviour and usage pattern across the channels B

FS ANA 05

The bank seeks the following benefits out of analytics from BPO - better understanding of customer needs - Enhanced performance - Lower operating costs - More accurate forecasting I



SLA

FS SLA 01 The BPO will comply to the definition of Subsystem as mentioned in RFP in section 6.6.1 of Annexure 'E'

B

FS SLA 02 The BPO will comply to all SLA's on sub-System Availability as mentioned in RFP in section 6.6.2 of Annexure 'E'

B

FS SLA 03 The BPO will comply to all SLA's on sub-System Restoration as mentioned in RFP in section 6.6.3 of Annexure 'E'

B

FS SLA 04 The BPO will comply to the severity matrix as mentioned in RFP in section 6.6.4 of Annexure 'E'

B

FS SLA 05 The BPO will comply to all SLA's on Efficiency KPIs as mentioned in RFP in section 6.6.5 of Annexure 'E'

B

FS SLA 06 The BPO will comply to all SLA's on Effectiveness KPIs as mentioned in RFP in section 6.6.6 of Annexure 'E'

B

FS SLA 07 The BPO will comply to all penalties on Availability SLA's as mentioned in RFP in section 6.7.1 of Annexure 'E'

B

FS SLA 08 The BPO will comply to all penalties on KPI SLA's as mentioned in RFP in Annexure 'I' B

FS SLA 09 The BPO will comply to all bonus & penalty on KPI SLA's as mentioned in RFP in section 6.7.3 of Annexure 'E'

B

FS SLA 10 The BPO will comply to the SLAs impacting services matrix / mapping as mentioned in RFP in section 6.7.4 of Annexure 'E'

B

FS SLA 11 The BPO will comply to all 'Special Instructions' in section 6.7.5 of Annexure 'E' B

FS SLA 12 The BPO will comply to the material breach clause as mentioned in RFP in section 6.7.6 of Annexure 'E'

B

FS SLA 13 The BPO will comply to all CTQ SLAs as mentioned in RFP under 'Material Breach' in section 6.7.6 of Annexure 'E'

B

FS SLA 14 The BPO will monitor and report compliance and performance against the SLA's mentioned in the RFP in Annexure 'E'

B

FS SLA 15

The BPO will put in place a mechanism for finding out variances against the SLA's (in RFP in Annexure 'E') target, identify the root cause and take suitable corrective and preventive actions accordingly

B

FS SLA 16 The BPO will utilize modern scientific tools and necessary statistical tools for continuous improvement on SLA's (in RFP in Annexure 'O')

B

FS SLA 17 The BPO will report on all initiatives taken to improve the SLA's (in RFP in Annexure 'E') and the status on them

B

FS SLA 18

The BPO will conduct regular exercise to educate all employees involved in SBI processes on the structure, target values, performance and penalty impacts of the SLA's (in RFP in Annexure 'E')

A

FS SLA 19 The BPO will display the target and actual values against SLA's (in RFP in Annexure 'E') at relevant places in the work area

A

Governance

FS GOV 01 An executive steering committee will be set up constituted by SBI and BPO senior management as a final decision point for all matters relating to the project

B

FS GOV 02 The committee will meet quarterly for strategic review A

FS GOV 03 The broad agenda points of the committee will be to review the overall performance of the program, identify gaps, propagate learning's ,set directions and course correction

A

FS GOV 04 A management committee will be set up which will include technical and operations leaders from the BPO and relevant managers from SBI

B



FS GOV 05 The management committee will meet Monthly for operational reviews A

FS GOV 06

The key focus areas of the committee will be to review, identify gaps and take corrective and preventive measures necessary for Quality, staffing, and analysis of metrics, trends and causal analysis

B

FS GOV 07 An operational council will be set up constituted by relevant officers from SBI and the technology and Operations team of the BPO

B

FS GOV 08 The operational council will meet weekly for process reviews A

FS GOV 09

The key focus area for the operational council will be to review, gap identification and to take corrective and preventive matters towards day to day running of the various service processes that have been outsourced.

A

FS GOV 10

The BPO will work on an escalation matrix which will identify the chain of multi-level escalation and time thresholds for all types of issues ( Contractual, Technical, Operational)

A

FS GOV 11 All escalation points will be mapped to identified officers of SBI and updates sent out on cases crossing those points

A

FS GOV 12 BPO will have to ensure that support after going live should be handled through ITIL based “True Managed Services” model.

A

FS GOV 13

BPO will have to ensure a “Network Operating Centre” (NOC), utilized to support the entire SBI Contact Centre which includes Infrastructure, Process, MACD (Move Add Change and Deletion)

A

FS GOV 14 BPO set up a multi-tier help desk for the operations (process and technical) A

FS GOV 15 The bank should have access to this multitier help desk A

FS GOV 16 A 24x7 helpdesk will be set up at the BPO which can be accessed on phone, e-mail, chat and SMS

A

FS GOV 17 The cases will be logged in a trouble ticketing system hosted by the BPO A

FS GOV 18

Key functions that are expected to be executed based on an ITIL framework for service delivery are - Incident management, problem management, Change management, Release management, Configuration management and proactive monitoring of operations and technical infrastructure

A

FS GOV 19

All problems which are repeated more than two times in a year will be analyzed , a root cause analysis done, problems identified and corrective actions taken and status reported in Steering/management committee's and operations council

A

FS GOV 20 The BPO will create a web based one stop shop / window portal for all operations where all information pertaining to operations can be reviewed

B

FS GOV 21

The above portal will display real time information on the fields specified below: 1. Skill name, # agents logged-in, # of agents Ready, SLA%, Calls in queue, Longest call waiting in queue, maximum calls queued, calls offered, calls answered, calls abandoned, Average talk time, Average hold time, Average wrap-up time. 2. All the information displayed should be queue wise 3. The information displayed will be on the LCD TV. (Auto-generated Dashboards, to display the reports.

B

FS GOV 22 The above portal will be access controlled and users will be authenticated based on credentials

A

FS GOV 23 The above portal shall comply to all MIS information as detailed in TS RMO 27 to TS RMO 63, under Reporting Tab of Technical Specification compliance.

A

FS GOV 24

The above portal will have typically all documentation pertaining to engagement, all MIS information with archives, status updates of all projects including change requests Minutes of meetings of all steering, management committees meetings and operational council meetings, and all other relevant information that the Steering and management committee decide to be fit to be published during the tenure of the project

A

FS GOV 25 The above portal will also be updated with relevant real-time information A



FS GOV 26

SBI may appoint relevant third parties to do statutory, operational, financial, technical and strategic audits from time to time and BPO will provide all cooperation, necessary access and will provide them with all necessary information as demanded by them

A

FS GOV 27

SBI may appoint relevant officers to do statutory, operational, financial, technical and strategic supervision of the engagement and BPO will provide all cooperation, necessary access and will provide them with all necessary information as demanded by them

A

FS GOV 28

The Contact Centre will need to use industry standard hardware components. Any Company-proprietary equipment will need to be mutually agreed upon, by the Bank and the Company, subject to proof of maintenance ability being provided by the Company

B

Certification FS GOV 29 C A N C E L

FS GOV 30 The BPO shall have valid license to carry and handle international calls of SBI customers B

Training Matrix

Type Owner Frequency Coverage Place

SBI Business & Goals SBI Yearly Trainers SBI Training

Centre

Specialization (New products, New processes)

SBI Half Yearly Trainers Contact Centre

Training

Specialization (Refresher, New products, New processes)

BPO Trainer Half Yearly All Agents Contact Centre

Training

Specifics – from Quality BPO Service Quality Monthly B & C category Agents

Contact Centre Training

Specifics from Team Leaders BPO Team Leaders Fortnightly All Agents Contact Centre

Training

Specifics from Operations BPO Operations Manager Weekly B & C category Agents

Floor

Pre- shift brief BPO Operations / Quality Daily/Shift All Agents Floor

On Floor Coaching BPO Operations / Quality Instant AS required Floor



Annexure-C2

Technical Specifications

INDEX

1 Mandatory

2 Automatic Call Distribution (ACD)

3 Interactive Voice Response (IVR)

4 Appendix A-IVR Features

5 Computer Telephony Integration (CTI)

6 Multimedia

7 Reporting

8 Logger

9 Fault Tolerance

10 Advanced Services

11 Speech Capabilities

12 Authentication

13 Architecture

14 Integration

15 Dialer

16 Management Information System (MIS)

17 Application Development

18 Desktop Application

19 Work Force Management (WFM)

Mandatory Technical Specifications

Sr. No. Requirement Description

Compliance (Choose

Yes or No from the

List)

MAND 01 The PBX system should be an enterprise IP telephony call-processing solution that is scalable, distributable, and highly available.

MAND 02 IVR platform should be Voice XML 2.0 compliant voice browser.

MAND 03 All URL links used within the IVR and in interfacing or integrating to backend systems should be secured and encrypted in the IVR system and all in all other applications

MAND 04 The proposed CTI System should be fully redundant. The backup CTI System should be able to take full load.

MAND 05 All email subsystems should support and use only secured ports for communication between BPO's and SBI data centre

MAND 06 C A N C E L

MAND 07

Every aspect of each customer interaction must be logged and time stamped for each event/activity from arrival to completion. E.g.. Right from the time the call lands on the PRI to IVR to queue, to agents, to wrap-up etc should be available. Provide a sample of this report in a separate annexure.

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MAND 08

Voice logger system recording methods should support the following - Station side - Trunk side - VoIP - Selective

MAND 09 The voice logging system should be able to record all interactions by customer, even if the call is transferred to other agents. The voice logging system should be able to tag a unique call id through which all voice recording for the same call can be tracked.

MAND 10 The proposed architecture should be compliant to all statutory laws of the geography it is operating in and operating for, including all necessary licenses to operate BPO for SBI both domestic and international inbound and outbound process

MAND 11 The system should be able to integrate and connect to different technology & tools within the Contact Centre and with SBI, Subsidiaries / JVs

MAND 12

The following key parameters should be made available accurately and should be traceable a) Connect minutes of those calls in IVR excluding short calls (less than 10 seconds) and that are completed in IVR. b) Connect minutes in Basic Contact Centre excluding short calls (less than 10 seconds) including agent talk time, and wrap up time and hold time for each call. c) Connect minutes of those in outbound agent process excluding short calls (less than 10 seconds) including agent talk time, and wrap up time and hold time for each call. d) Connect minutes of those calls in outbound IVR excluding short calls (less than 10 seconds) and that are completed in IVR. e) All other connect minutes not included in the above four points, will be reported separately with segment wise information.( e.g. .Connect minutes due to short calls in IVR, Connect minutes due to wait time in ACD etc) Refer to section 3.5.1.3 in main RFP document, for precise definition on Productive connect minutes.

MAND 13 The BPO will have to provide a web based portal for providing real-time and historical reports that can be accessed by SBI

MAND 14 IVR should be able to access information via XML, SOAP, ISO 8583 protocols, HTTPS, Web-services, terminal emulation methods.

MAND 15 All components proposed in the solution should be tenanted for each of SBI’s entities (SBI Subsidiaries, Affiliates/ JVs) who will use the services

MAND 16 The technology platform chosen by the Bidder for SBI Contact Centre should be from the ‘leaders’ quadrant of the latest Gartner Magic Quadrant for Contact Centre infrastructure, worldwide

Sr. No. Requirement Description Requirement Type – I or A

or B

PBX / ACD TS PBXACD 01 System should support SIP Trunk A

TS PBXACD 02

System should support standard protocols such as MGCP, H.323, SS7 and SIP to communicate with Voice Gateways. Provide a list of all protocols supported in a separate annexure

A

TS PBXACD 03 System should support encrypted web based application for the administrator to configure and manage the PABX.

A

TS PBXACD 04

The system should have multi-level administration which permits granting only the required privileges for a selected group of users and limits the configuration functions that users in a particular user group can perform. Provide details of how this is achieved in your system as a separate annexure.

A

TS PBXACD 05 System should provide Call Detail Record which can be accessed through industry standard protocols, i.e. FTP, SFTP and SOAP AXL, XML etc.

B

TS PBXACD 06 The PABX system should support for standard CTI / API, such as TAPI and JTAPI, to interface with external applications.

A



TS PBXACD 07 The system should support codecs G.711, G.722. Specify any additional codec’s supported.

A

TS PBXACD 08 ACD solution should be fully redundant and support self-recovery B

TS PBXACD 09 Minimum of 1000 ACD skill groups should be supported by the system with expansion capability and with minimum or no impact to HW and SW

A

TS PBXACD 10 System should be able to assign an agent with multiple skills simultaneously. A

TS PBXACD 11 The ACD should support the following routing strategy Route call to agent based on called number (DNIS)

A

TS PBXACD 12 Route call to agent based on calling number (CLI/ANI) A

TS PBXACD 13 Route call to agent based on IVR options or Customer Entered Digit (CED) A

TS PBXACD 14 Route call to agent based on Priority A

TS PBXACD 15 Route call to agent based on caller’s time in call centre A

TS PBXACD 16 Route call to agent based on E1 line the call came in A

TS PBXACD 17 Routing should support business rules and parameters provided by third party application

A

TS PBXACD 18 Route call to agent based on combination of above A

TS PBXACD 19 ACD routing should support other routing strategies as well, provide the list of all routing strategy supported in a separate annexure

A

TS PBXACD 20

The ACD should be able to select target agent for call routing based on the following: Select agent who has been available for longest time.

A

TS PBXACD 21 Select same agent who serviced this same customer A

TS PBXACD 22 Select agent with the shortest expected delay. A

TS PBXACD 23 Select agent with shortest average hold times A

TS PBXACD 24 Assign specific agents to specific customers A

TS PBXACD 25 Select agents based on their performance A

TS PBXACD 26 The IP Phones should support Power over Ethernet (PoE) for India A

TS PBXACD 27 All IP phones should be equipped with an integrated switch port to allow sharing of single LAN port with PC/Notebook

A

TS PBXACD 28 All phone systems should have backup power to cater for power failure. A

TS PBXACD 29 The system should have lightning arrestor for all solutions. A

TS PBXACD 30 The proposed communications solution should be Ipv6 ready. A

TS PBXACD 31 The proposed system must be equipped with built-in firewall capability A

TS PBXACD 32 System should support SIP / VoIP based dialing A

TS PBXACD 33 System should support virtual call centre environment. Describe how this is supported in Annexure M of main RFP document

A

TS PBXACD 34 System should support remote agents and sites with all features and functionalities at all times

A

TS PBXACD 35

Supervisors and call centre managers at the main location should be able to monitor the performance of remote agents. Describe how this is achieved in the proposed solution in Annexure M of main RFP document

B

TS PBXACD 36

Each remote site shall have its own local PSTN trunks such that incoming and outgoing calls can utilize the local trunks instead of utilizing resources at the main location. (If required)

A

TS PBXACD 37

The system should support a virtual call centre configuration that can manage multiple call centres for ACD call routing, supervisory and reporting functions, telephony features, and any additional call centre applications such as call recording, multi-channel interaction and CTI.

A

TS PBXACD 38 System should support load balancing across multiple sites to increase agent productivity.

A

TS PBXACD 39 System should support announcements on the ACD. Provide the maximum announcements supported in the system.

A



TS PBXACD 40 System should support multiple external music sources. List the maximum and types of external music sources.

A

TS PBXACD 41 For calls that are queued in the call centre, the system should support announcements and music on hold to be played at the Contact Centre location.

A

TS PBXACD 42 System should support Digital, IP hard phone and analog handsets, SIP Phones, Soft phones.

A

TS PBXACD 43 System should support work at home concept. Provide details on how this is achieved.

I

TS PBXACD 44 System should support measurement of remote agents, service observed, recorded the same as local agents.

A

TS PBXACD 45

Supervisors and SBI should be able to monitor and observe agents by agent ID. They should be able to listen and talk on an agent conversation. They should be able to barge in during the call. They should be able to monitor the entire customer experience including announcements, music, etc

B

TS PBXACD 46 System should be capable of overflowing calls to alternate destinations to meet service level objectives.

A

TS PBXACD 47

System should be able to pass information such as expected wait time, queue position, ANI, customer prompted digits, etc., to an IVR for announcements, database lookups, etc.

A

TS PBXACD 48 System should be able to route calls based on inputs provided by IVR, external database, CTI etc..

A

TS PBXACD 49 System should be capable of playing multiple dynamic announcements and music treatment while in queue

A

TS PBXACD 50 System should be able to play different announcements, music treatment for each queue

A

TS PBXACD 51

System should automatically monitor expected wait times in the queue and automatically activate and move agents around dynamically based on service level goals.

A

TS PBXACD 52 System should be able to queue multiple channels to call centre agents. This includes voice calls, email, chat, as well as a blended outbound calling application.

B

TS PBXACD 53 System should be able to route calls across multi channels to the best agent available across the multiple networked Contact Centre (Enterprise Routing)

B

TS PBXACD 54 Explain how the system route phone calls, emails, and web sessions with the same workflow mechanisms

I

TS PBXACD 55 System should support skill based routing A

TS PBXACD 56 System should route calls based on network data such as ANI and DNIS A

TS PBXACD 57 System should route calls based on database lookups A

TS PBXACD 58

System should route calls based on current conditions in the call centre, route each call to different destinations based upon an accurate prediction of the expected wait time in queue for each call

B

TS PBXACD 59 System should route calls to the queue and optionally to the location that can provide the best service time for the caller

A

TS PBXACD 60 System should route calls based on day, time, day of week and agent availability A

TS PBXACD 61 System should be able to route calls based on % of call volumes to different call centres

B

TS PBXACD 62 System should be able to redirect unanswered calls. E.g. Agent left the seat without logout.

A

TS PBXACD 63

The proposed system should have the feature to identify the call disconnect, source of the call. E.g. Agent disconnected, Customer disconnected, component level etc. This should clearly indicate where the disconnect happened (right down to the component level)

B

TS PBXACD 64 System should be able to re-routing web chat/collaboration, or email, if the Agent does not answer it. System should be able to do this dynamically

A



TS PBXACD 65

System should be able to provide complete CDR for all calls and multi channels like email, chat, etc.. Provide the details that will be provided as part of standard CDR by the system in a separate annexure.

B

TS PBXACD 66 System should support exporting of CDR data in multiple file formats which includes MS Word, MS Excel and Text format

A

TS PBXACD 67 System should support transfer of CDR automatically to any provided location using FTP

A

TS PBXACD 68 System should have the option to automatically make the agents available immediately after each call

A

TS PBXACD 69

Solution should support data provision to display information (supervisor dashboard) on the wall board and LCD TV. The fields that will be displayed should be: Skill name, # agents logged-in, # of agents Ready, SLA%, Calls in queue, Longest call waiting in queue, maximum calls queued, calls offered, calls answered, calls abandoned, Average talk time, Average hold time, Average wrap-up time. This details is required queue wise

B

TS PBXACD 70 The telecom system should be able to restrict calling privileges of all Contact Centre Personnel by user, called number and authorization code.

B

TS PBXACD 71 Proposed solution should allow for customers to leave voice mail A

TS PBXACD 72 Call Privilege for agents, supervisors, managers should be based only on their roles, and process

A

IVR

TS IVR 01 There should not be any limits in terms of number of prompts that can be played to the caller during a call

A

TS IVR 02 IVR should support voice file upload and download in .WAV format A

TS IVR 03

The IVR should be able to interface with PSTN network using: - E1 / T1 CAS - E1 / T1 CAS – Line / Trunk Side - E1 / T1 ISDN PRI - SS7 - VOIP - SIP

A

TS IVR 04 IVR application development framework should be standard based eg. Eclipse A

TS IVR 05 IVR application development environment should support simulation and debugging.

A

TS IVR 06 IVR system should support built-in SIP Call Control capability A

TS IVR 07

IVR System should have centralized Web-based management interface for administrator to perform the following activities: - Managing Devices

A

TS IVR 08 - Configuring Devices A

TS IVR 09 - Monitor real-time status of port usages A

TS IVR 10 - Manage licenses A TS IVR 11 - Upload new IVR scripts A

TS IVR 12 - Upload new media prompt files A

TS IVR 13 - Support full DTMF A

TS IVR 14 - Must be able to change announcements of IVR System A

TS IVR 15 IVR system should support SOAP, VXML/WSDL Interface for integration to advanced Web Services for enterprise applications integrations

A

TS IVR 16 IVR system must be open architecture to allow open access to IP media server for music on hold, announcements etc.

A

TS IVR 17 PSTN / VXML Gateway or Media Gateway should be able to cache IVR prompts and announcements

A

TS IVR 18 IVR system should have GUI based visual application designer to configure call flows on the IVR

A



TS IVR 19 IVR system should support standard databases like Oracle, MS SQL, Informix, DB2, Sybase integration. List all the database supported in the system

A

TS IVR 20

IVR System should support for Java2 Enterprise Edition (J2EE) for Java Message Service (JMS), Enterprise Java Bean (EJB), and Java Native Interface (JNI) data integration

A

TS IVR 21 The operating system of the IVR should be Windows, Unix or Linux A

TS IVR 22

IVR system should support all Indian regional languages, however the following languages should be supported on day one. (Assamese, Bengali, English, Guajarati, Hindi, Kannada, Malayalam, Marathi, Oriya, Punjabi, Tamil, Telugu)

B

TS IVR 23 Number of simultaneous active database connections should not limit IVR performance.

A

TS IVR 24 IVR system should support standard SQL language commands such as Query, Select, Insert, Update, Delete, etc.

A

TS IVR 25 IVR system should support multiple active database connections with multiple databases during a single call.

A

TS IVR 26 All IVR database queries should be accessed via TCP/IP sessions A

TS IVR 27

IVR should integrate with Vendor’s / Bank’s CRM & ERP applications like Oracle, Salesforce, Siebel, etc.. Provide the list of standard connectors and integrations supported from the IVR platform

B

TS IVR 28 The IVR application should log all call and interaction events in a flat file or database B

TS IVR 29 Unique Call ID – A unique call ID has to be available for each call, Multiple agent interactions for the interactions should have the same UCID logged

A

TS IVR 30 - All the logs of IVR application should be encrypted B

TS IVR 31 - CLI of the caller has to be logged A

TS IVR 32 - Language choice of the caller has to be logged A

TS IVR 33 - Time stamp for each call that lands on the IVR should be available A

TS IVR 34 - All nodes in sequence (paths) traversed on the IVR should be logged A

TS IVR 35 - Time spent by customer at each node of the IVR application should be logged A

TS IVR 36 - DTMF input at each node of the IVR application has to be logged A

TS IVR 37 - Call finish time at the IVR has to be logged A

TS IVR 38 - Provision for customer segmentation detail based on business logic provided by the bank has to be logged

A

TS IVR 39 - Exit disposition of the customer from the IVR application has to be logged A

TS IVR 40 - Last Node from where the call transfer happened on the IVR has to be logged A

TS IVR 41 - Time of transfer initiation from the IVR application has to be logged for each call A

TS IVR 42 - DNIS of each call should be logged A

TS IVR 43 - Authentication success or failure has to be logged A

TS IVR 44 - Number of attempts at each node of the IVR applications by the caller has to be logged

A

TS IVR 45 - IVR integration to CTI to pass call and interaction data to CTI A

TS IVR 46 - Integration of IVR application with multiple backend systems of the Bank through web services has to be logged

A

TS IVR 47 System should support 100% redundancy on active-active mode B

TS IVR 48 System should allow for generation of custom reports. B

TS IVR 49 System should support HTTPS and encryption right through the entire solution B

TS IVR 50 System should provide automatic system recovery and backup tools on the IVR platform

A

TS IVR 51 System should support all Indian Languages

TS IVR 52 System should allow flexibility to develop language support if it is not standard in the platform. Explain how this will be achieved

A

TS IVR 53 Should support CCXML standards B

TS IVR 54 Should support text to speech B



TS IVR 55 Should provide complete phrase recording for the IVR application B

TS IVR 56 Proposed solution should provide the option of agent conferencing with the IVR and customer

A

TS IVR 57 The system should provide the capability for Customers to have the option of leaving a voice message, and exiting the queue while waiting

A

Call Back Manager

TS CBM 01 Customer Segmentation based on DNIS, Skills – Execute different types of Inbound IVR scripts

B

TS CBM 02 - Expected Wait Time announcement and the position in queue to callers A

TS CBM 03 - Business hours check on each day of the week A

TS CBM 04 - Define non-working times on each day of the week A

TS CBM 05 - Holiday Calendar A TS CBM 06 - Time Zone Management A

TS CBM 07 Administration module for different Call back options to different segments of customers

A

TS CBM 08 Call back options which can be configured for a Business Group Retain Queue Position and not leave a Call back

B

TS CBM 09 - Register Call back for a later Time A

TS CBM 10 - Register Call back for a later Date & Time A

TS CBM 11 - Register Call back for announced Time Slots A

TS CBM 12 - Retain Queue Position and Call back immediately A

TS CBM 13 Whilst the caller in the queue, there should be an option to: - Leave a voice mail

A

TS CBM 14 - Wait in the queue for an agent A

TS CBM 15 - Request a call back A

TS CBM 16 a. Immediate A

TS CBM 17 b. Same Day – Different time A

TS CBM 18 c. Different date and time A

TS CBM 19

Should have the following capabilities - Capture CLI & DNIS for all call back calls that have been requested by the customer

B

TS CBM 20 - Offer Call back options configured for the DNIS A

TS CBM 21 - Register Call back for CLI or a different number as entered by the customer A

TS CBM 22 - Capture Customer Unique ID B TS CBM 23 - Record Customer Name A TS CBM 24 - Record Customer Message A TS CBM 25 - Duplicate Filtering – Filter previously registered Call backs based on CLI or A TS CBM 26 - Offer to retain earlier Call back or reregister new Call back A TS CBM 27 - Call priority based on DNIS or Call back type A TS CBM 28 - Reject Call back requests by ANI / CLI A

TS CBM 29 - Pick a Call back request and call agent queue A

TS CBM 30

On agent acceptance detection – Play Call back details – Play Customer name – Play Customer Message

B

TS CBM 31 Put agent on hold and call customer A

TS CBM 32 Call Progress Analysis – Detect outcomes like Busy, answering machine should be available

B

TS CBM 33 On successful Customer Voice detection patch customer and agent A TS CBM 34 Accept agent Business Outcomes to close or reschedule Call backs A

TS CBM 35

Should provide the following Reports: Real time Console is to be available to view status of the number of Call backs registered,

A



TS CBM 36 - Pending A TS CBM 37 - Failed A TS CBM 38 - Closed for every 30 minute interval for the day A TS CBM 39 - Ability to export reports to excel, pdf, etc A

TS CBM 40 Historical Reports to be available in both tabular and graphical format – Call back Success/Failure Report

B

TS CBM 41 - Turn Around Time Report A TS CBM 42 - Call back Detail Report B

TS CBM 43 - Request Type Report A

TS CBM 44 - Call Traffic Report B

TS CBM 45 - Customer Detail Report B

Call Survey Application

TS CSA 01 Customer Segmentation based on DNIS –Execute different surveys based on DNIS and Skills

B

TS CSA 02 Execute IVR Based Surveys or Agent Surveys A

TS CSA 03 Configure Survey Questions With multiple Answers B TS CSA 04 Design Static or Dynamic Surveys B TS CSA 05 Record customer message for any Question A

TS CSA 06 Capture Reports of Customer Survey Feedback A

TS CSA 07 Play Welcome Messages and Promotional Messages A TS CSA 08 Collect Customer Unique ID A TS CSA 09 Record phrases of questions and answers A

TS CSA 10 Integrate with CTI Engine for tagging of CTI Data like Agent ID B

TS CSA 11 Wizard to create surveys easily. The system should have an option to customize the Tele Survey functionality without changing source code

B

TS CSA 12 Ability to create Dynamic Surveys by designing Survey flows based on answers selected for previous questions

B

TS CSA 13 Reports: Real time Console is available to view status of the number of survey calls that have completed or not completed for every 30 minute intervals for the day

B

TS CSA 14 - Ability to export reports to excel, pdf, etc A

TS CSA 15 - Historical Reports to be available are in both tabular and graphical format A

TS CSA 16 - Call Traffic Report A TS CSA 17 - Survey Response Report A

TS CSA 18 - Agent Survey Response Detail Report A

TS CSA 19 - Survey Response Detail Report A

TS CSA 20 - Survey Overall Report A

TS CSA 21 - Survey Call Abandoned Report A

TS CSA 22 The system should generate survey reports such as – planned number of survey contacts

A

TS CSA 23 - number of survey contacts successfully reached A

TS CSA 24 - average response score captured A

IVR Features TS IVRF 01 IVR features to be made available as defined in Appendix A – IVR Features B

TS IVRF 02

IVR subsystem should support Tone Masking e.g.. Key tones generated by customers while entering Phone Banking / TPIN should be masked in a way that the agents cannot hear the DTMF tones.

B

TS IVRF 03 The developed applications on the IVR should be PCI- DSS compliant and certified B

TS IVRF 04 C A N C E L



TS IVRF 05

The IVR application should allow customers to choose the channel of delivering the requested information through other channels and integrate with the respective channels to deliver the same. Eg. Callers in the IVR may request balance details to be sent through SMS

B

CTI

TS CTI 01 CTI System should support third-party call control by using object-oriented and event driven application programming interface (API).

A

TS CTI 02 CTI should integrate Bank’s CRM. What are the methods of integration supported by your CTI System

B

TS CTI 03

Supervisor Dashboard should show the following - Oldest call waiting in queue - Current average speed of answer - Number of agents staffed in a split/skill - Number of agents available in a split/skill

B

TS CTI 04 CTI System should be able to recognize important customer numbers and route them to special agents or other destinations or provide special announcements.

A

TS CTI 05 CTI System should be able to receive and route to a destination as provided by the IVR based upon a database lookup using ANI or customer prompted digits.

A

TS CTI 06 CTI System should be able to offer skills-based routing. A

TS CTI 07 CTI System should allow agents to request supervisor assistance during active call A

TS CTI 08 The platform should support multi-channel Screen POP across Voice, Web, Email, Chat, and SMS requests.

B

TS CTI 09 CTI should be able to use information from ACD and send as CTI data to Agent Desktop or IVR, such as presenting current service level to Agent Desktop.

A

TS CTI 10 When an agent transfers a call to another agent, both voice and associated CTI data should also be transferred with the call.

B

TS CTI 11

When an agent requests a conference call with other agents, supervisors or expert group, both voice and associated CTI data should also be delivered to all party in the conference.

A

TS CTI 12 Each agent group or team can use different Agent Desktops and have different popup CTI data.

A

TS CTI 13 Agent should be able to save CTI data or input more information to each call data for later tracking and follow up.

A

TS CTI 14 Supervisor should be able to see present status of agent A

TS CTI 15 Agent should be able to see present status of supervisor / expert group A

TS CTI 16 System should support screen pop in synchronization with the call arriving on the agent’s phone.

B

TS CTI 17 Screen POP should happen as soon as the call is picked up by the agent A

TS CTI 18 Screen POP should happen for all channels like inbound voice A

TS CTI 19 - Outbound voice A TS CTI 20 - Email A TS CTI 21 - Chat A

TS CTI 22 Screen POP should be associated with customer information and the contact type (call, email, web chat, etc.)

B

TS CTI 23 Screen POP should be done for all transfers of calls and interactions between agents as well

A

TS CTI 24

Screen pop details should be retrieved from SBI back end systems and other channels using Web services ESB JBI SOA environment. Refer section 3.1.2 of the RFP for list of SBI’s backend systems

A

TS CTI 25 The screen pop should have customer’s contact history (across multiple media: voice, email and web) as well as the context of this interaction.

A



TS CTI 26 Screen POP should display the interaction/call history of the customer calling along with interaction notes wherever applicable.

A

TS CTI 27 Screen POP should have IVR menu’s traversed by the caller and at what point the customer chose to speak to the agent

A

TS CTI 28 Screen POP should provide information if the customer has been successfully authenticated on the IVR

A

TS CTI 29 CTI system should provide end to end tracking of the interactions right from the moment it hits the ACD till the time the call is disconnected

B

TS CTI 30 CTI should be able to provide soft phone controls to be embedded on the agent’s desk top application

A

TS CTI 31

CTI solution should provide the agents with the details of the last interactions or transaction that the customer had with SBI across all channels including but not limited to Internet banking, mobile banking, ATM’s, Voice call, email, chat, SMS etc.in the desktop application

B

TS CTI 32 Agents should not be provided with shortcuts for easy access by using any function keys like F1, F2 etc. on their keyboard

B

CHAT

TS CHA 01

System should enable customers to interact with an agent online via text messaging instead of traditional voice.

A

TS CHA 02

All incoming chat requests should be automatically queued, prioritised and routed to agents within the Contact Centre. B

TS CHA 03

The system should deliver the appropriate contacts to the agents across all skills (inbound and outbound, email, video) for optimisation of agent’s time.

A

TS CHA 04

Customers should be able to automatically get placed in the chat hold queue until an agent is available to handle the interaction.

A

TS CHA 05

Chat requests should be queued sequentially within a chat service and should be handled in FIFO or any other configurable options.

B

TS CHA 06

The system should be able to intimate the customers how long he/she will be asked to wait before an agent is available.

B

TS CHA 07

The system should be able to route a chat request based on the web page where the customer clicked to chat.

B

TS CHA 08 The system should be able to prioritise the chats dynamically or static. A

TS CHA 09 The system should be able to do skill based chat routing. A

TS CHA 10 The system should be able to do chat rerouting based on queue length. A

TS CHA 11 The system should be able to do chat rerouting based on wait time. A

TS CHA 12

The system should have sequence of text message that can be presented to the customer online on hold.

A

TS CHA 13

The system should have sequence of web pages or banners that can be presented to the customer online on hold.

A

TS CHA 14

The system should have sequence of text or URL message that can be presented to the customer online while waiting for agent. A

TS CHA 15

The system should have sequence of text or URL message that can be presented to the customer when they initiate chat request on holidays.

A

TS CHA 16

The system should have sequence of text or URL message that can be presented to the customer when they are rerouted due to too many chat requests in queue. A

TS CHA 17

The system should have sequence of text or URL message that can be presented to the customer when they initiate chat request for a service, which is inactive.

A

TS CHA 18

The system should support multiple chat services and agents working in multiple services concurrently.

A

TS CHA 19 The agents should be able to dispose the chat as per the outcome of the request. A

TS CHA 20

The agents should be able to submit multiple dispositions as per the outcome of the request.

A

TS CHA 21 The system should be able to deliver predefined greetings to online visitors. A

TS CHA 22 The system should have chat salutation. A

TS CHA 23 The system should have chat recordings. A



TS CHA 24 The system should have agent-initiated recordings. A

TS CHA 25 The system should have supervisor-initiated recordings. A

TS CHA 26 The system should have automatic recordings of all chat sessions. B

TS CHA 27 The system should have automatic recordings of configurable no of chat sessions. A

TS CHA 28 The system should have automatic recordings of configurable % of chat sessions. A

TS CHA 29 The system should be able to select and play the chat recordings. A

TS CHA 30 The customer can specify the agents to the web sites. A

TS CHA 31 Both the agent and customers can interact and co-browse online. B

TS CHA 32

The system should be able to record the sequence of pages navigated during the chat sessions.

A

TS CHA 33

The customer should be able to specify a number when they can be called during the chat session.

A

TS CHA 34 The agent should be able to transfer the chat session to another agent. B

TS CHA 35 The chat service can be dynamically scheduled. A

TS CHA 36 Web collaboration should be browser independent. A

TS CHA 37 The system should not require additional client software installation. B

TS CHA 38 Not Ready state of an agent (AUX) with multiple activity codes. A

TS CHA 39 Create, change, and generate standard reports. A

TS CHA 40

All status of agents (idle, talk, wrap, not ready/not available, hold) are captured and displayed in the standard reports.

B

TS CHA 41 Ability to change service settings online. A

TS CHA 42

Ability to check the status of the running chat services and other details interval of 30 minutes.

A

TS CHA 43

The system architecture shall be modular and failure of any one module shall not bring down the service. A

TS CHA 44 The system shall be able to log each event and alarm. A

TS CHA 45 The system shall have a centralized operation and management interface. A

TS CHA 46 The administrator shall be able to check the status of all elements. A

TS CHA 47

The system should have effective anti-virus detecting capabilities and should scan all the data from the various interfaces.

A

TS CHA 48

The system shall generate the logs for all the activities of the users logging into the system and their corresponding activities.

A

TS CHA 49 The administrator shall be able to backup, restore on the system. A

TS CHA 50

The system shall generate appropriate alarms and reports of failure of any network element or interface.

A

TS CHA 51

Chat system should be able to provide customers to request for call back when the voice agents are free

B

TS CHA 52

Chat system should be able to provide customers to specify date and time for call centre agents to call back

A

TS CHA 53

Chat system should provide all call back requests to call back manager application automatically

A

TS CHA 54 System should provide comprehensive reporting capability on Chat usage B

TS CHA 55 The chat system should be able to integrate with the Bank’s chat-bots and AI engine B

TS CHA 56 It should support the Robotic Process Automation through APIs B

TS CHA 57

The customer should be able to initiate the chat request through Bank websites, mobile applications and popular social media and communication sites.

B

TS CHA 58

The chat system should have capability to populate standard forms, self-help tools (e.g. EMI calculator) and capture business leads.

B

EMAIL

TS EMF 01

Email system should be capable of sending e-mail messages received from the same customer within a specified period (i.e. separate emails not threaded messages) be delivered to the same Agent

A



TS EMF 02

Entire email history and other interaction history should be available to agents for the specific customer.

B

TS EMF 03 System should support tracking of emails A

TS EMF 04 System should support auto responses and auto acknowledgement for all emails. B

TS EMF 05

System should be capable to send an intelligent acknowledgment based upon the result of content analysis, key word search or other identifying information like sender, recipient, subject or customer type to customers

B

TS EMF 06

System should provide suggested responses to the agents based on information gathered by content analysis, key word search or other identifying information

B

TS EMF 07

System should support Content Analysis and/or keyword search to analyse response text written by agents, for example, to check for topics or words that should not be used in outgoing e-mails to customers

B

TS EMF 08

System should assign different e-mail addresses to different e-mail skills and the routing should occur according to the defined rules

A

TS EMF 09

System should support multi-skill agents receiving different media (e.g. voice, e-mail, chat) concurrently

B

TS EMF 10

The proposed system should have mechanism of scanning on e-mail subject and/or body to identify matches with Contact Centre information repository and respond automatically on routine inquiries (Frequently Asked Questions) to reduce the load on the agents so that the agents can provide faster responses to customers.

A

TS EMF 11

The system should be equipped with intelligent routing functions to achieve skill based routing depending on the message subject and/or the body.

B

TS EMF 12

Suggested answers / Templates – The proposed intelligent e-mail processing engine should provide suggested answers and templates where agent will be able to modify and use for fast responses.

B

TS EMF 13

The proposed e-mail system should be equipped with a broadcasting tool and it should be powerful enough to broadcast at least 5,000 messages (e-mail) within an hour. There should be a tool to monitor the performance related information such as number/percentage broadcast, balance number/percentage of messages to be broadcast etc.

B

TS EMF 14

The e-mail management module proposed should be equipped with a comprehensive reporting module which could be a part of the common reporting system within the proposed system.

B

TS EMF 15

The e-mail agents should be able to retrieve information from various sources such as the information repository (Knowledge Base), billing/faults databases, company intranet, external web sites etc and compose e-mail easily.

A

TS EMF 16

The proposed module should have the capability to handle both inbound and outbound contacts and the agents desktop should be designed accordingly.

A

TS EMF 17

The e-mails sent to the customers should be kept in a store for future reference and an appropriate search mechanism should be provided to locate the e-mails whenever necessary.

A

TS EMF 18

The storage for the above should essentially contain the agent identification, time stamp, message header, body, cc, bcc and any other relevant customizable data fields.

B

TS EMF 19

The last agent search functionality for e-mail need to be similar to that of voice calls and whenever possible the e-mails need to be forwarded to the last agent.

A

TS EMF 20

Each and every e-mail transaction need to be logged and a reference number need to be provided to the customer along with the agent identification

A

TS EMF 21

The login/logout times of e-mail agents along with other agent related information need to be logged and agents desktop should show real-time status of e-mail queue(s) and interactions handled.

A

TS EMF 22

The reporting module should support different grouping within e-mail module such as collections, sales etc.

A



TS EMF 23

The e-mail management module should support e-mail alerts where the call centre administrator can set a time-based interval to alert the agent if the requested information (from a respondent) is not received within the specified time interval.

A

TS EMF 24

The e-mail management module should support a Quality Assurance process whereby e-mails can be forwarded to a QA approver for review and approval before responding to the customer. The mechanism to trigger sending an e-mail to an approver could be, per agent quota or keyword matching.

A

TS EMF 25

The e-mail Management module should be able to analyse and screen the e-mail response text written by agents to check for topics that should not be included in outgoing e-mails to customers.

B

TS EMF 26

It should be possible to identify VIP/Loyal/High revenue customers (similar to voice channel) and offer priority treatment.

A

TS EMF 27

The proposed e-mail module should allow information requested by callers to be mailed to them within an IVR application. Typical application of this module will be,

A

TS EMF 28 - Transmit a stored file/graphic to caller B

TS EMF 29 - Transmit dynamically created text/graphic information to caller A

TS EMF 30 - Attach a customized cover page A

TS EMF 31 Comprehensive reporting module for email should be available A

TS EMF 32 Requested samples of email be sent to SBI for auditing & checking A

SMS TS SMS 01 System should be able to receive and send SMS, through Bank’s gateway A

TS SMS 02 SMS should be delivered to agents as part of the desk top application A

TS SMS 03 SMS reply by agents should happen from the desktop application A

TS SMS 04 SMS system should integrate directly to the service provider A

TS SMS 05 SMS campaign creation feature should be supported A

TS SMS 06 SMS campaigns for select set of customer should be sent A

TS SMS 07 Comprehensive reporting should be available for all SMS based campaigns A

Reporting And Monitoring

TS RMO 01 System should have consolidated reports to show all activities performed by an agent including Contact Centre productivity on phone, email, and web

A

TS RMO 02 The reports should match total calls reported with the sum of total reported from each media type.

A

TS RMO 03 Agent should be able to view his/ her own personal queue. Agent should also be able to know if a web contact or email contact is waiting in the queue.

A

TS RMO 04 Reporting system should be able to archived user defined reports. The system should also able to restore archived through user defined reports.

A

TS RMO 05 Reporting system should allow users to create ad hoc reports by SBI A

TS RMO 06 Reporting system should support Bar, Line, Three-Dimensional and color graphics reports for screen and paper print viewing

A

TS RMO 07 Reporting system should support graphical business reporting and OLAP analysis A

TS RMO 08 The report data should be exported in popular file formats such as .txt, .excel, .csv or made available in a separate reporting database

A

TS RMO 09 System should provide threshold settings for real-time monitoring & reporting for each contact source e.g.. 30 minutes or 15 minutes etc..

A

TS RMO 10 Users should be able to customize standard reports, if required B

TS RMO 11

The system should provide necessary information to supervisors to effectively monitor and manage agents as well as customer calls on a real-time and historical basis. This will enable supervisors to manage KPI’s such as service levels, abandoned call rates as well as staffing levels more effectively.

B



TS RMO 12 This should include all kind of reports wherever possible, for example Call Handling (ACD), Agent, IVR, and CTI etc.

B

TS RMO 13 - Agent Performance B

TS RMO 14 - Service wise statistics B

TS RMO 15 - Language wise statistics B

TS RMO 16 - IVR utilization B

TS RMO 17 - IVR (self service) performance (Answered, Abandoned, Customer disconnected etc)

B

TS RMO 18 - IVR Menu level report B

TS RMO 19 - Repeated calls B

TS RMO 20 - Any customizable report on ACD, IVR or CTI B

TS RMO 21 The system should have consolidated reports to show all activities performed by IVR, CTI, and Agent including Contact Centre productivity on all media such as phone, email, and web. (Provide examples and screen shots of these reports.)

B

TS RMO 22 The proposal should have the way to display alarm information to agents and supervisor regarding agent, call queue related information.

A

TS RMO 23 Call progress analysis should be supported to determine customer experience and quality assurance of the agents.

A

TS RMO 24 System should provide date and time stamp for each event B

TS RMO 25 System should include IVR activity and track abandoned calls B

TS RMO 26 System should archive historical reports. A

TS RMO 27 SBI should be provided with a portal access to monitor real time and historical reports. The report should contain the following features

B

TS RMO 28 - Calls in PRI B

TS RMO 29 - Calls in IVR B

TS RMO 30 - Calls in Queue B

TS RMO 31 - Calls being handled by agents B

TS RMO 32 - Calls that are under wrap-up B

TS RMO 33 - Logged in agents B

TS RMO 34 - Status of all logged in agents (available, aux etc..) B

TS RMO 35 - Number of calls/interactions handled by skills B

TS RMO 36 - Number of calls/interactions handled by each agent B

TS RMO 37 - Number of interactions waiting in queue (voice, email, chat etc..) B

TS RMO 38 - Service level metrics Vs goals for each interactions B

TS RMO 39 - Detailed abandoned report – Real time and historical B

TS RMO 40 - Abandoned report at PRI B

TS RMO 41 - Abandoned report at IVR B

TS RMO 42 - Abandoned report at queue level B

TS RMO 43 - Abandoned report at the agent level B

TS RMO 44 - Short calls (Calls disconnected in less than 10 seconds) at ACD, IVR, Queue and Agent level

B

TS RMO 45 - Total productive connect minutes on Inbound IVR as per the guidelines provided in the RFP

B

TS RMO 46 - Total productive connect minutes on Inbound agents as per the guidelines provided in the RFP

B

TS RMO 47 - Total productive connect minutes on Outbound agents as per the guidelines provided in the RFP

B

TS RMO 48 - Total productive connect minutes on Outbound IVR as per guidelines provided in the RFP

B

TS RMO 49 - Total interactions on email provided in the RFP B



TS RMO 50 Productivity reports that has to be provided on the portal for SBI access: - Utilization of PRI lines in hourly intervals

B

TS RMO 51 - Utilization of IVR in hourly intervals B

TS RMO 52 - Utilization of Inbound agents in hourly intervals B

TS RMO 53 - Utilization of Outbound agents in hourly intervals B

TS RMO 54 - Utilization of outbound IVR in hourly intervals B

TS RMO 55 - Utilization of email agents in hourly intervals B

TS RMO 56 Component productivity report that has to be provided on the portal for SBI access - Overall capacity utilization of all subsystems in the proposed solution

B

TS RMO 57 - Capacity report of all Media Gateways, Gateways B

TS RMO 58 - Capacity report of IVR sub system B

TS RMO 59 - Capacity report of dialer subsystem agent based B

TS RMO 60 - Capacity report of Outbound IVR subsystem B

TS RMO 61 - % of calls recorded in the recording subsystem for all mandatory calls that have to be recorded

B

TS RMO 62 - Capacity report of the recording sub system B

TS RMO 63 - Storage capacity report of the recording sub system B

TS RMO 64 Portal should have the capability to give summary and the ability to drill down functionality from summary to detailed report.

B

TS RMO 65 Reporting system should provide date time stamp for each event / activity tracked for a given call.

B

TS RMO 66 All formats of reports will have to be approved by SBI B

Logger

TS LOG 01 Voice logger system should support the following audio compressions - G.711, G.723, G.729, GSM

A

TS LOG 02 The format of the recorded voice file should be .WAV and / or .MP3 B

TS LOG 03 Voice logger system should support 100% screen capture along with 100% voice recording.

B

TS LOG 04 Voice logger system should support multiple CTI platform A

TS LOG 05 Voice logger system should support Hybrid Environment – SIP, VoIP and TDM A

TS LOG 06 Voice logger system should be capable of supporting remote configuration, status and replay via an industry standard LAN running TCP/IP using a pure and secured web browser access.

A

TS LOG 07 The web browser interface should use https transport over a TCP/IP network. A

TS LOG 08

Voice logger system should support web browser interface and should be able to access from multimedia PCs in the network without any special software install on the playback PC. This should be supported on Windows 2000 / XP / 2003, Vista and Windows 7

A

TS LOG 09 Voice logger system should have storing capacity of voice recording and screen recording based on the agent size for 90 days for live access by SBI, after which these recordings will have to be sent to SBI in a Tape; and then purged.

A

TS LOG 10 Voice logger system should be able to archive 90 days voice recording and screen capture data in a suitable media like Tape/DAT etc..

B

TS LOG 11 Voice logger system should be able to restore archived voice and screen recording from the Tape

A

TS LOG 12 SBI should be provided with the necessary hardware, software and a user interface to view, search and listen to the archived voice and screen recordings from the Tape.

B

TS LOG 13 The proposed screen and voice recording solution should provide interface for SBI to listen and view the screens for each calls/interactions that are recorded without any synchronization issues

A

TS LOG 14 Proposed solution should support 100% voice & screen recording as per RBI regulations and the bidder should get a guarantee for the same from the technology vendor

B



TS LOG 15 BPO should provide the monthly recordings across all call centres in a single storage Tape device and it should not be based on call centre location

B

TS LOG 16 Voice and screen recording solution should provide a feature to convert the recorded files into simple standard based format that can be listened on a multimedia PC without any proprietary tool.

B

Fault Tolerance

S FT 01 Solution support 100% automatic failover & fault tolerance at each component level B

TS FT 02 Solution should support redundancy for failures in Power, System Hardware, System

Software & Applications B

TS FT 03 Bidder should explain the proposed architecture in-terms of connectivity between components during failure, impact to inbound, outbound call process flow during failure for all scenarios

I

TS FT 04 SBI prefers proposed system use Media/Voice Gateway as a separate layer for PSTN or trunk connectivity

A

TS FT 05 Provide detailed architecture of the Media/Voice Gateway solution. I

TS FT 06 Media/Voice gateway should provide default call routing instructions in the event of a component failure

B

TS FT 07 Proposed solution should provide 100% call recovery B

TS FT 08 System should use industry standard server components A

TS FT 09 Proposed solution should automatically recover from - ACD Failure

B

TS FT 10 - Database failure. B

TS FT 11 - Voice processing failure. B

TS FT 12 - Routing engine failure. B

TS FT 13 - PABX/Call server failure. B

TS FT 14 - CTI engine failure. B

TS FT 15 - Media/Voice Gateway failure. B

TS FT 16

Proposed solution should have redundant architecture to achieve (N+N for Critical components and N+2 for non-critical components) and all components should be active-active mode. Describe how this is achieved in the proposed solution in Annexure M of main RFP document

B

TS FT 17 All the control system hardware must be duplicated B

TS FT 18 As part of the RBI guidelines, SBI conducts DR testing with the back end activities on a quarterly basis. BPO’s should ensure that this DR process is co-ordinated, complied and tested along with SBI to meet the regulatory requirements.

B

TS FT 19 Proposed system should be configured for Disaster Recovery between all BPO Contact Centres in active-active mode

B

TS FT 20

The proposed system should support a high availability clustering architecture and redundant call processing approach, where two or more systems will be present and sharing the workload in an active-active configuration and support the availability SLA’s written elsewhere in the RFP

B

TS FT 21 Apart from the DR drills and tests mandated by RBI regulations and SBI, BPO should conduct their own DR testing and failover once every six months.

B

Video IVR TS AS 01 Should be able to send video ads to callers while waiting in queue A

TS AS 02 Should be able to send the IVR call tree while calling the call centre A

TS AS 03 Should be able to make audio- video interaction with agents A

TS AS 04 Agent should be able to push video content to customer A

TS AS 05 Should be able to interactively provide video and voice in the same interaction A

TS AS 06 Should be able to show the customer specific information like balance through video A

TS AS 07 Should be able to record video and voice conversations between customers and agents A



Social Media

TS AS 08 Should create a corporate presence in social media across most popular social media sites like face book, twitter etc.. A

TS AS 09 Should be able to proactively delete comments posted on corporate page A

TS AS 10 Should be able to proactively monitor and delete comments as desired by SBI A

TS AS 11 Should be able to proactively monitor comments specific to SBI on other pages/forums and revert effectively to these A

TS AS 12 Should be able to intelligent and automatically revert on comments with less or no agent intervention A

TS AS 13 Should be able to provide facility to store the comments posted and the response provided by agents and customers A

TS AS 14 Should have the ability to report on comments, users, agents etc… A

Multi Modal

TS AS 15 Should be able to trace a interaction across channels like email, chat, voice call, video call and provide this information to the agent etc.. B

TS AS 16 Should be able to simultaneously use multiple channels in seamless fashion to resolve or get information or complete a transaction A

TS AS 17 Should be able to move a transaction from one channel to another channel based on customer preference A

TS AS 18 Should be able to maintain customer position in queue while moving from one channel to another A

TS AS 19 Tools and development framework that can be re-used across channels A

TS AS 20 Provide reports on cross channel movements A

TS AS 21 Provide reports on channel specific usage A

TS AS 22 Provide a single transaction log for all interaction that move between channels B

Click to Call TS AS 23 Should allow customers to request for call back using SBI website B

TS AS 24 Should allow customers the option to schedule a call across channels A

TS AS 25 Should be able to call in and reserve the position in queues for call centre to call back A

TS AS 26 System should provide tracking on the usage of click to call feature A

TS AS 27 System should provide details entered in the click to call feature to agents when they are calling back B

TS AS 28 Should be able to reach the call centre using the click to call functionality from SBI website A

TS AS 29 The interaction should be routed to respective skills in the call centre based on the origin of click to call initiation A

TS AS 30 Should provide an option to reserve an agent before calling the customer A

TS AS 31 Should provide the agent to log the call disposition A

TS AS 32 Agent should be able to configure the next steps and workflow based on call disposition code A

TS AS 33 Should be able to provide reports on the number of click to call requested, successful attempts, duration of each call etc.. B

Virtual Agent

TS AS 34 The BPO will deploy a virtual agent software on SBI’s website for chat services with the customer B

TS AS 35

The virtual agent deployed should have a natural language processing capability in English and Hindi. The interaction has to be in an conversational style rather than pre-coded for specific answers and questions A

TS AS 36

The virtual agent deployed should be able understand the navigation context of the user and pose him related question when he proceeds to virtual agent chat from a specific web page B

TS AS 37 The virtual agent should be able to answer most of the first level product enquiries from the customer and provide back relevant information and web links A



TS AS 38 The virtual agent should have an intelligence within a session to contextually link the current conversations with preceding conversations. A

TS AS 39 The virtual agent should have compatibility to integrate with the Bank’s AI engine and other chat-bots set-up by the Bank, if required. A

Speech Capabilities

TS SC 01 IVR Platform should support all standard speech platforms B

TS SC 02 IVR Platform should support all standard text to speech platforms A

TS SC 03 Speech application developed should support directed dialog based applications and natural language A

TS SC 04 Speech development methodology should follow industry standard practice A

TS SC 05 All leading Indian Languages should be supported by the Speech Engine A

TS SC 06 All leading Indian Languages should be supported by Text to Speech Engine A

TS SC 07 Application should provide fall back to DTMF application if speech recognition is not successful B

TS SC 08 Development of application should use speech UI specialist for each language A

TS SC 09 Complete and industry standard practice should be followed for usability testing for SBI IVR application A

TS SC 10 Complete industry standard practice should be followed for tuning process for the speech application A

TS SC 11 Application development should provide fine-tuning of the application based on the analytics of speech application performance B

TS SC 12 The speech platform should provide analytics A

TS SC 13 The speech platform should provide re-usable modules like date, name, address etc.. B

TS SC 14 Simple and complex grammar development flexibility should be provided for speech recognition application A

TS SC 15 Telephony platform must support VoiceXML 2.0 and above. A

TS SC 16

Proposed solution support open and upcoming standards: W3C Voice Extensible Mark-up Language (VXML),W3C Natural Language Semantics Mark-up Language (NLSML), W3C Speech Synthesis Mark-up Language (SSML), W3C Speech Recognition Grammar Specification (SRGS) B

TS SC 17 Proposed solution should support multiple concurrent applications and there should be no limit on the same A

TS SC 18 Proposed solution should be performance tested and proven for SBI load conditions B

TS SC 19 TTS should provide clear, intelligible and natural sounding speech output. A

TS SC 20 TTS should support not be limited by the number of vocabulary and text size A

TS SC 21 TTS should support all languages as specified in the Appendix A – IVR Features of this Technical Compliance document. B

TS SC 22 TTS should provide dynamic change of volume and speech rate. A

TS SC 23 Proposed solution should support multiple dictionaries A

TS SC 24 Proposed solution should support noise cancellation and should work accurately in noisy conditions. B

TS SC 25 Proposed solution should be intelligent to understand speech utterances preceded or followed by normal human speech inputs like pauses, bad throat etc. A

TS SC 26 Proposed solution should be able to record audio utterances. A

TS SC 27 ASR should ability to recognize multi-lingual speech inputs without impacting the system performance A

TS SC 28 Proposed solution should have web based tools to configure, manage speech platform. B

TS SC 29 Proposed TTS should support playback of Indian proper names and addresses B

TS SC 30 Proposed solution should provide analytics and reporting tools for call analysis and accuracy reports. B



TS SC 31 The proposed applications should be tuned on a regular basis by collecting the utterances from the production systems regularly. A

Authentication for IVR, CTI and Dialer Applications TS AUTH 01 The system should allow caller authentication by Phone Banking / TPIN B

TS AUTH 02 The system should have the following Phone Banking / TPIN related functionality - Allow customers to generate and change Phone Banking / TPIN through the IVR application

B

TS AUTH 03 - Upload Customer profile A

TS AUTH 04 - Lock User (by IVR) – on three times wrong input during caller validation and the caller should not be allowed to enter Phone Banking / TPIN, but transfer to agent for manual authentication

A

TS AUTH 05 - Forced Phone Banking / TPIN change for first time caller A

TS AUTH 06 Proposed solution should comply with RBI guidelines for all authentication purpose including second level authentication

B

TS AUTH 07 Proposed solution should comply with PCI-DSS standards B

TS AUTH 08

Any application stores, processes or transmits cardholder data as part of authorization or settlement and is sold, distributed or licensed to third parties are eligible for PA-DSS. In this scenario, the BPO application does not qualify for PA-DSS. However, vendor to take PCI-DSS certification.

B

TS AUTH 09 Proposed solution should be capable of taking requests for generating PIN’s for other alternate channels like Internet banking, Mobile banking, ATM etc..

A

TS AUTH 10

All Phone Banking / TPIN information to validate a caller will be provided by SBI. BPO to ensure access to Phone Banking / TPIN in encrypted format. This should enable ‘Encryption Key’ for exchange of Phone Banking / TPINs at the Bank and tally with the credentials.

B

TS AUTH 11

Tone masking or any other alternate tone playing should be available when the caller is entering his Phone Banking / TPIN, so that agents cannot hear the DTMF tones being entered by callers in the authentication process. Please provide in annexure how this is achieved in the proposed solution

B

Architecture

TS ARCH 01 The proposed telephony system should be able to support hybrid (hard & soft switch) unified communications system that is able to support voice, presence, instant messaging, video and mobile applications on fixed and mobile networks.

B

TS ARCH 02

The proposed solution should be an advanced call-processing system and call control application that support basic features and advanced features including but not limited to the following: - Voice Mail functionality for agents, supervisors, managers

A

TS ARCH 03 - Call forwarding / divert/ call park/ pickup A

TS ARCH 04 - Call hold, transfer, call waiting and retrieve A

TS ARCH 05 - CLI-P (caller line identification) A

TS ARCH 06 - Single Number Reach ability A

TS ARCH 07 - Extension to mobile phone transfer A

TS ARCH 09 The system should support a call routing approach where by adding new locations to the system should not require changes to be made to all locations configuration

A

TS ARCH 10 The proposed architecture should support centralized monitoring, administration and voice treatment at edges/locations

A

TS ARCH 11 The proposed architecture should support the DR strategy written elsewhere in the RFP

B

TS ARCH 12 The proposed architecture should leverage IP, and at the same time be able to accommodate TDM wherever required.

B

TS ARCH 13 Regardless of the phone type, the telephone should be able to support click to dial functions via the user’s PC.

A



TS ARCH 14 The proposed solution should include phones that are specific for call centre usage for agents, supervisors etc

A

TS ARCH 15 The IP phones, hard or soft, should support log-in / log-out and other telephony controls

A

TS ARCH 16

The WAN link between BPO locations for overflow or DR or any other reasons should be provisioned, maintained and owned by the BPO. BPO to ensure that two links are provided by the BPO one as the primary and the other as secondary. BPO should ensure that both these links are provided by different service providers.

A

TS ARCH 17 The WAN link between SBI’s data centre and the BPO locations for connectivity to SBI’s back end systems will be provisioned by SBI

I

TS ARCH 18 All equipments at the BPO centre for connectivity to SBI data centre, like the WAN routers should be provided by the BPO

A

TS ARCH 19 All WAN Links and technology components to be procured new and used exclusively for SBI, its JVs. SBI should be able to audit the usage

B

TS ARCH 20 BPO will have to share the BOM for all technology system procured, installed and implemented for SBI

B

TS ARCH 21 The technology architecture submitted by the successful bidder, will go through an approval process by SBI and may be subject to changes. The successful bidder will incorporate these respective changes

A

TS ARCH 22 Bidder to submit a detailed document on the technology architecture proposed for SBI Contact Centre

A

Voice Quality & Security

TS ARCH 23 The system should support wide range of codec standard to suit the voice quality and bandwidth requirement in Contact Centre environment.

A

TS ARCH 24 The system should be able to maintain good voice qualities end-to-end by taking advantages on QoS features available in LAN and WAN infrastructure.

A

TS ARCH 25 The bidder should ensure that all voice calls and data transmitted via WAN are encrypted to ensure no calls will be eavesdropped.

B

TS ARCH 26 All components and systems should have effective anti-virus detecting capabilities with regular updation.

A

TS ARCH 26A Access to all key components/applications from SBI and BPO should be traceable (Eg. User name, password, IP address, logged in from etc.)

B

Voice and Data Network

TS ARCH 27 The IP Telephony solution should be able to leverage on SBI’s current converged LAN/WAN network architecture to deliver voice services as required

B

TS ARCH 28

BPO to ensure that each WAN link is provided by a single service provider and this link should not be sub-let, contracted or managed by anyone other than the primary vendor. BPO to ensure that the chosen Service provider has self-failing national long distance backbone on multiple of SDM in India. This is applicable to both primary and secondary WAN link

B

TS ARCH 29 BPO to ensure that the WAN links used between all Contact Centres are dedicated to SBI’s Contact Centre project

B

TS ARCH 30 BPO should ensure the Contact Centres are integrated to both the primary and DR data centre of SBI. BPO to ensure all relevant components required in the Contact Centre is provisioned, owned and maintained

B

Technology Version

TS ARCH 31 All components proposed in the solution should be of the latest version that is available in the market at the time of going live

B

TS ARCH 32 All components should be upgraded without loss of feature functionality as defined in the RFP during the period of contract

B



TS ARCH 33

All components proposed in the solution should be able to meet the entire requirement of SBI during the period of the contract and platform / component versions and capacity should not be a limiting factor. BPO will upgrade, change add whatever is required without additional cost to meet the requirements

B

Tenanting

TS ARCH 34 All components proposed in the solution should be able to be tenanted for each of SBI’s entities ( SBI , Subsidiaries, Affiliates/ JVs) who will use the services

B

TS ARCH 35 Each of the tenanted partition will be able to be configured separately and will have the same functionality as the overall system

B

TS ARCH 36 Each of tenanted partition will be protected in such a way that they will have access controls at partition level and users of one partition cannot see data of other partition

B

Redundancy and Failover

TS ARCH 37

BPO to ensure that all critical systems in each of the Contact Centre should be 100% redundant. Critical systems include the following: (refer RFP section 6.6.1 SLA subsystem definition under 6.6 SLA Catalogue) a) IVR subsystem b) Contact Centre Subsystem c) Telecom Subsystem d) Network Subsystem e) Desktop Sub-system

B

TS ARCH 38 BPO to ensure that all non-critical components are N+2 B

TS ARCH 39 If there is a disaster scenario in any one of the Contact Centre, BPO to ensure that other Contact Centres should be able to handle the load of the Contact Centre that is down (refer to Functional Specification document section BCP of the RFP for SLA)

B

TS ARCH 40 BPO to ensure that redundancy ratio maintained even during disaster situations B

TS ARCH 41 All the Contact Centres and critical components should be in active-active mode at all times

B

TS ARCH 42 The locations should be connected through a fully redundant network to allow for overflow of calls if necessary

B

TS ARCH 43 All interfaces to SBI back-ends will be allowed only through SBI Firewalls, BPO to ensure that this is complied

B

TS ARCH 44 A list of Firewalls should be documented and kept both with Bank and BPO with full technical and functional details.

B

TS ARCH 45 BPO should notify SBI on all proprietary components, tools, platforms, applications or any other elements that are being proposed as part of this solution. Provide a separate annexure with these details.

A

TS ARCH 46 BPO’s proposed solution should allow overflow of calls between Contact Centres without any loss of functionality

B

TS ARCH 47 BPO should provide complete end to end architecture, Bill of Materials (BOM) right down to component level as part of the response in a separate annexure location wise. Please also specify the make model version of all components in the BOM

B

TS ARCH 48 BPO to ensure that all necessary backup, restore process is done regularly, details and backup process for each elements to be explained in a separate annexure including the frequency of these back up process

B

TS ARCH 49 The ratio of DR & DC to be increased as and when required and maintained throughout the validity of the Contract.

B

Integration

TS INTG 01 The system should be able to integrate and connect to different technology & tools within the Contact Centre and with the bank

B

TS INTG 02 The system should be capable of simultaneously integrating to multiple CTI sources B



for control of recording and indexing of calls.

TS INTG 03 The system should build a database of call index information derived from real time and post event CTI interfaces. All such data shall be held within a call database on a central server.

A

TS INTG 04 Advance Customer Experience Tagging should be supported to capture – total hold times per call, total hold duration per call, total transfer per call, and total same customer call over the last month, First Call Resolution etc.

B

TS INTG 05 The system should have Integration to MS Active Directory (AD) A

TS INTG 06 The proposed voice recording and agent quality evaluation solution should be able to integrate to a Workforce Management solution.

B

TS INTG 07 Ability to integrate with Email Exchange and SMS gateway to send notifications like new service request or status of existing service request

B

TS INTG 08 Ability to integrate with 3rd party components specifically banking hosts, databases and CRM as specified in the RFP

B

Auto Dialer – Outbound

TS ADOB 01 System should be able to suppress or block “do not contact” telephone numbers. The system should be able to allow the telephone numbers be updated / removed / modified at any time during the campaign in bulk upload or one by one

B

TS ADOB 02 System should be able to maintain and concurrently call from multiple lists. System should be able to run multiple campaigns in different modes simultaneously

B

TS ADOB 03 System should be able to “Turn off” records from a particular queue (time zone, geographic region, area code, and NXX), so that they won’t be called again.

A

TS ADOB 04 System should be able to allow modify campaign parameters during a ongoing active campaign.

A

TS ADOB 05 The system should be able to detect Answering machines, modem and save results to reporting system.

B

TS ADOB 06 Personal Call back: On request agents should be able to select personal Call back request for customers such that dialer system will call back the customer at a specified time.

A

TS ADOB 07

System should be able to run agent-less campaign like - Salary credit, - Loan payment reminder, - Loan payment acknowledgement

A

TS ADOB 08

Vendor supervisor or administrator should be able to create multiple campaigns, upload data, execute campaign and generate reports without any change in the source code. The system should have appropriate web-based GUI to perform these activities

B

TS ADOB 09 System should allow agents to be assigned to different outbound campaigns using different dialing techniques (preview, predictive, etc.) at the same time. The system should mandatorily have a predictive dialing mode.

A

TS ADOB 10 The minimum time required to re-assign an agent from one active campaign to another campaign by supervisor should be less than 1 min.

A

TS ADOB 11

System should be able to set the maximum number of attempts to reach a contact in each campaign created. Supervisor should be able to change the maximum number of attempts during a ongoing campaign without required to start / stop the campaign.

A

TS ADOB 12 System should be able to add new customers in bulk upload or one by one to the call list of an ongoing campaign. System should be able to remove customers in bulk upload or one by one from the call list of an ongoing campaign

A

TS ADOB 13 Supervisors should be able to perform real time monitoring and adjustments for outbound campaigns such as controlling the pacing of the call as “User Specified” or “System Specified”

A

TS ADOB 14 Standard reports should include reports on campaign performance analysis A

TS ADOB 15 Supervisors should be able to view the number of uncalled / pending contact numbers in each active campaigns.

A



TS ADOB 16 Supervisors should be able to access all reports from remote within the LAN/WAN network.

A

TS ADOB 17 Supervisor should be able to send a private IM or email message to a “logged-in” agent

A

TS ADOB 18 System should be able to measure actual talk time (excluding preview and wrap-up time)

A

TS ADOB 19 System should provide agent productive reports including fields such as -Total and average Preview time

A

TS ADOB 20 -Total and average Talk time A

TS ADOB 21 -Total and average ACW time A

TS ADOB 22 -Total and average Hold time A

TS ADOB 23 -Total and average Login time A

TS ADOB 24 -Total and average Break time (Tea + Lunch + Bio + Training + Feedback) A

TS ADOB 25 Verify that all list processing occurs with validating the Time Zone (IST – time zone), removing duplicate numbers, removing bad numbers and indexing the calling list based on PHONE field.

B

TS ADOB 26 The user should be able to download recorded calls from the system locally. A

TS ADOB 27 The system should have web based remote monitoring tools B

TS ADOB 28 The system should have voice and the data synchronization when the screen pop happens for all outbound calls to agents

A

TS ADOB 29 The system should have hot redundant and should be tested for fail over and load scenarios.

A

TS ADOB 30 The system should be able to update the DNC database from the standard published lists of such customers.

A

TS ADOB 31 The system should be able to detect fax tone and dispose separately. A

TS ADOB 32 The system should be able to comply with the various international time zones. A

TS ADOB 33 The system shall provide user access administration A

TS ADOB 34 The system shall provide the facility for enabling/disabling the application as per the requirement

A

TS ADOB 35 The system shall have a centralized operation and management interface A

TS ADOB 36 The system shall generate the logs for all the activities of the users logging into the system and their corresponding activities

B

TS ADOB 37 The system shall be able to log each event and alarm A

TS ADOB 38 The system shall be a robust and resistant to failures A

TS ADOB 39 The system should detect SIT tones and dispose separately. A

TS ADOB 40 The system should detect ring no answer condition and dispose separately. A

TS ADOB 41 The system should detect no voice detect and dispose separately. A

TS ADOB 42 The system should detect no ring back and dispose separately A

TS ADOB 43 The system should detect no answer accurately in case of all kinds of hello or my tunes.

A

TS ADOB 44 The system should detect network busy and dispose separately. A

TS ADOB 45 The system should detect network announcements and dispose separately. A

TS ADOB 46 The system should detect answering machines properly and dispose separately. A

TS ADOB 47 The system should configure number of rings to wait before declaring the call as ‘no answer’.

A

TS ADOB 48 The system should be used in load balancing mode. A

TS ADOB 49 The system should be integrated with standard applications, CRMs or in-house applications or other host based systems.

A



TS ADOB 50 The remote site (hub or spoke) should be as flexible such that transition from inbound to outbound will not require any hardware shipment or configuration at the remote site.

A

TS ADOB 51 The monitoring software should be able to transfer bulk agents between campaigns. A

TS ADOB 52 The monitoring software should be able to give records in the call table, records selected, records d ialed , records left and recalls left along with the summarized total for each column.

A

TS ADOB 53 The agent should set call-back and call-back time. In the call-back window, the time should appear in drop down from where the agent should select. Specify the time gap with which the drop down displays the time.

A

TS ADOB 54 The administrator shall be able to check the status of all elements A

TS ADOB 55 The administrator shall be able to backup, restore and software updating on the system

A

TS ADOB 56 Starting the campaign and stopping should be automatic. A

TS ADOB 57 Real time monitoring should be web based. A

TS ADOB 58 Historical reporting and raw data extraction should be done through web based tools

A

TS ADOB 59 Unified manageability should be web based. A

TS ADOB 60 Administration functions should be web based. A

TS ADOB 61 Should support all technology like SIP, IP, TDM, Hybrid A

TS ADOB 62 Should support Scheduling of the daily extract from the system A

TS ADOB 63 Restricting the dialer not to call non reachable customer after the specified total attempts as per the business process.

A

TS ADOB 64 Restricting the agent recalls after the specified total attempts as per the business process.

A

TS ADOB 65 Redundancy of the database/application server including fully automated switchover without any manual intervention

A

TS ADOB 66 Purging selective records from the calling list or call table. A

TS ADOB 67 Purging data from calling list or call table. A

TS ADOB 68 Pending agent recalls should be scrubbed. A

TS ADOB 69 Option of end to end reporting both on IP & TDM A

TS ADOB 70 Should support Not Ready state of an agent (AUX) with multiple activity codes. A

TS ADOB 71 Multiple phone numbers should be configurable for a single campaign. A

TS ADOB 72 Monitoring of the outbound channels should be possible. A

TS ADOB 73 Monitor jobs running, outbound channels being used by each campaign, agent on the job with their current status, no of agents logged in each skill (language wise).

A

TS ADOB 74 Login as outbound with basic soft phone features like ready for next call, hang-up, and submission of completion codes, release line and logout.

A

TS ADOB 75 Create, change, generate standard reports A

TS ADOB 76 Campaigns running in Predictive and Timed Preview Modes concurrently A

TS ADOB 77 Best Time to Call should be supported A

TS ADOB 78 Barging, Silent monitoring, coaching, querying and playing recorded calls by Supervisors should be supported

A

TS ADOB 79 All status of agents (idle, talk, wrap, not ready/not available, hold) should be captured and displayed in the standard reports.

A

TS ADOB 80 Agents should login to multiple skills concurrently and receive calls as per the priority set to the respective skills.

A

TS ADOB 81 Agent should be able to dispose a call by specifying multiple completion codes as per the interaction of the call.

A

TS ADOB 82 Agent should be able to conference a live customers with supervisors or any escalation hierarchy.

A

TS ADOB 83 Should have the ability to upload the text file from the local workstation into the dialer, web based approach would be desirable.

A



TS ADOB 84 Should have the ability to upload the data into a single campaign with multiple languages or services.

A

TS ADOB 85 Should have the ability to take backup (calling list, configuration and complete systems) and Restore of backups

A

TS ADOB 86

Should have the ability to create/change/delete general security plans, job security plans with the rights and privileges as per the hierarchical definition of users like ops managers and supervisors, dialer team leaders, quality personnel, client service, technology and others.

A

TS ADOB 87 Should have the ability to create/change/delete calling list, completion codes. A

TS ADOB 88 Should have the ability to create/change/delete calling list or jobs in real time during the shift hours of the operations.

A

TS ADOB 89 Should have the ability to create strategies, selection and filters and jobs or services for campaigns

A

TS ADOB 90 Should have the ability to create screen popup from both the user defined and system defined fields. Specify the system fields, which should be use in the agent screen popup.

A

TS ADOB 91 Should have the ability to change job settings like changing campaign pace, hit rate, time zone, outbound channel groups on the fly

A

TS ADOB 92 Should have the ability of the system to directly upload data into the calling list or call table from any OBDC compliant host database.

A

MIS – Historical Reporting

TS MISHRP 01 All historical reports to be available in daily, weekly, monthly aggregations. Support for 15 / 30 minutes and 1 hour reporting

B

TS MISHRP 02 Should support multi-channel reporting B

TS MISHRP 03 Should support tabular and graphical reports A

TS MISHRP 04

Inbound / Outbound Contact Centre Channels (all data to be by individual queue and aggregated to overall Contact Centre). Proposed solution should offer the following data - Number of inbound calls offered

A

TS MISHRP 05 - Number of inbound calls answered A

TS MISHRP 06 - Number of outbound calls offered A

TS MISHRP 07 - Number of outbound calls answered by agents A

TS MISHRP 08 - Number of short abandoned calls (less than 10 seconds) A

TS MISHRP 09 - % of short abandoned calls (less than 10 seconds) A

TS MISHRP 10 - Number of abandoned calls A

TS MISHRP 11 - % of abandoned calls A

TS MISHRP 12 - Average time to abandon A

TS MISHRP 13 - Max time to abandon A

TS MISHRP 14 - ASA (Average Speed of Answer) A

TS MISHRP 15 - Average Queue Time A

TS MISHRP 16 - Max Queue Time A

TS MISHRP 17 - Number of Logged-in agents by the hour A

TS MISHRP 18 - Number of agents available by the hour A

TS MISHRP 19 - Number of agents Not Ready (and broken down by reasons) A

TS MISHRP 20 Agent Performance (by individual and group both should be provided for the following by the hour) - Average Talk time

A

TS MISHRP 21 - AHT A

TS MISHRP 22 - Average ACW A

TS MISHRP 23 - Number of inbound received A



TS MISHRP 24 - Number of outbound made A

TS MISHRP 25 - Number of transfers made A

TS MISHRP 26 - Number of transfers received A

TS MISHRP 27 - Number of consult calls made A

TS MISHRP 28 - Number of internal calls made A

TS MISHRP 29 - Average time to answer A

TS MISHRP 30 - Total Login time A

TS MISHRP 31 - Total Ready Time A

TS MISHRP 32 - Total Not Ready Time (and broken down by reasons) A

TS MISHRP 33 - Agent Utilization A

TS MISHRP 34 IVR Report - Number of calls for each language

A

TS MISHRP 35 - Number of calls received A

TS MISHRP 36 - Number of calls by language selection A

TS MISHRP 37 - Number of calls opted out to agents A

TS MISHRP 38 - Number of calls completed in self service A

TS MISHRP 39 - Transaction count reporting A

TS MISHRP 40 - Calls abandoned in IVR A

TS MISHRP 41 - Transaction Error Detail report A

TS MISHRP 42 - System up and downtime A

TS MISHRP 43 Offer searching, ‘drill-through’, ‘drill-down’ and one-click export to Excel, PDF, web pages, XML or CSV

A

TS MISHRP 44 Vendor should provide all out of the box (or default) historical reports available in the proposed solution as “Report Name” and its data elements.

A

TS MISHRP 45 Vendor should provide detailed reports on IVR AHT, and wait time between Voice Gateway/Media Gateway to reach IVR

B

MIS – Real Time Reporting

TS MISRRP 01 Support for 15 minutes, 30 minutes, 1 hour interval reporting for all inbound agent calls

B

TS MISRRP 02 Support multi-channel reporting for all channels like email, web chat, click to call, Video call, etc.

B

TS MISRRP 03 Support for tabular and graphical report output A

TS MISRRP 04 Contact Centre Report - Number of call waiting in queue

B

TS MISRRP 05 - Number of calls waiting for skills B

TS MISRRP 06 - Longest Call Waiting B

TS MISRRP 07 - Number of inbound calls offered B

TS MISRRP 08 - Number of inbound calls answered B

TS MISRRP 09 - Number of outbound calls B

TS MISRRP 10 - Number of short abandoned calls B

TS MISRRP 11 - % of short abandoned calls B

TS MISRRP 12 - Number of abandoned calls B

TS MISRRP 13 - % of abandoned calls B

TS MISRRP 14 - Average time to abandon B

TS MISRRP 15 - Max time to abandon B

TS MISRRP 16 - ASA (Average Speed of Answer) B

TS MISRRP 17 - Average Queue Time B

TS MISRRP 18 - Max Queue Time B

TS MISRRP 19 - Number of Logged-in agents B

TS MISRRP 20 - Number of agents Not Ready (and broken down by reasons) B

TS MISRRP 21 Agent Performance Report (by individual and group) - AHT

B

TS MISRRP 22 - Average Talk Time B

TS MISRRP 23 - Average ACW B



TS MISRRP 24 - Number of inbound received B

TS MISRRP 25 - Number of outbound made B

TS MISRRP 26 - Number of transfers made B

TS MISRRP 27 - Number of transfers received B

TS MISRRP 28 - Number of consult calls made B

TS MISRRP 29 - Number of internal calls made B

TS MISRRP 30 - Average time to answer B

TS MISRRP 31 - Total Login time B

TS MISRRP 32 - Total Ready Time B

TS MISRRP 33 - Total Not Ready Time (and broken down by reasons) B

MIS – Billing

TS MISBIL 01 All data elements that are inputs for billing based on the pricing method and unit of measurement in the RFP has to be identified, raw data processed and a final output to be provided monthly

B

TS MISBIL 02 If any raw data elements are used for any report or MIS their source, structure, accuracy and availability in the Contact Centre sub systems should be clearly indicated and auditable by SBI.

B

TS MISBIL 03 If there are any calculations within the platform to arrive at these parameters, this will have to be clearly explained here as attachments

B

TS MISBIL 04

The BPO vendor will ensure that accurate auditable Call Details are available from all systems for call monitoring and billing of calls. The BPO will also create a customized Call Detail Record report as per specifications from the bank. The CDR report will contain the following details:- CLI – Caller line Identification

B

TS MISBIL 05 DNIS –Dialed number identification B

TS MISBIL 06 Start time of the call: time stamp of when the call started B

TS MISBIL 07 End time of the call : time stamp of when the call ended B

TS MISBIL 08 Start and end time stamps for the call through each individual system / treatments (Gateway / IVR / ACD queue etc..)

B

TS MISBIL 09 Digits entered by the caller used to route the call (IVR call collect / ACD call routing) B

TS MISBIL 10 End result of the call (answered / busy etc..) B

TS MISBIL 11 Call termination (by caller / by system) B

TS MISBIL 12 All information given in this section which is used for MIS billing, will be certified as accurate by technology platform principal, every quarterly.

B

Application Development

TS APPDVP 01 Should have the ability to develop and modify applications to best suit the requirements mentioned in this proposal

A

TS APPDVP 02 Should have the ability to built in and overcome any gap in functionality and areas of customization

A

TS APPDVP 03 Should have the expertise to develop all custom applications either internally or through a specialist. They have to be CMMi Level 3 or above Certified. Provide evidence of these

B

TS APPDVP 04 Should have the expertise to develop IVR self-service application either internally or through a specialist. They have to be CMMi Level 3 or above certified. Provide evidence of these

B

TS APPDVP 05 Should have the expertise to develop CTI applications B

TS APPDVP 06 Should have the expertise to develop custom desktop application B

TS APPDVP 07 Should have the expertise to integrate to all specified backend systems of SBI as specified in the RFP

B

TS APPDVP 08 All proposed application should be stress tested for the load specified by SBI B

TS APPDVP 09 All stress test results should be made available to SBI on request B



TS APPDVP 10 All necessary certification required for respective applications should be provided to SBI on request

B

TS APPDVP 11 All applications will be subjected to audits as defined by SBI, these audits will either be done by SBI or any external experts

B

TS APPDVP 12 Should have a strong team to support all necessary applications proposed in the solution

B

TS APPDVP 13 Should have internal expertise to develop the portal application as per the specifications of the RFP

B

TS APPDVP 14 BPO to ensure that the agent desktop machines are adequate to run all the required applications without performance issues

B

Desktop Application – Agent

TS DAA 01 A custom Agent desktop application (CRM) will have to be developed by the vendor and will be hosted in SBI data centre in Belapur – Mumbai and the Hyderabad DR site

B

TS DAA 02

SBI has multiple back end applications like Lead Management System, Complaint Management system, Pension system, Knowledge management system etc. Interface to these are through web services. Vendor should provide a desktop application that provides a single sign on to all these applications. Please refer to RFP for backend host details .Please see section 3.2.2 in the RFP for more details on current applications

B

TS DAA 03 The agent desktop application should be a pure web based application with user access rights, multiple roles, etc.

B

TS DAA 04 The desktop application should embed all SBI back end applications as tabs in the custom desktop application B

TS DAA 05

The agent should use the single desktop application to login to all these applications, click on these tabs to navigate through different applications. NOTE: All transactions and screens that agents navigate on these backend application only, the custom application is not expected to build all these

A

TS DAA 06 The desktop application should provide soft phone functionality embedded in the application A

TS DAA 07 The desktop application should provide login and logout reports that are time stamped for each user

A

TS DAA 08

The desktop application should be able to record all interactions with sufficient details and provide complete interaction history of the callers pulled across multiple channels. Whenever a caller having a history with Contact Centre interacts , his interaction history has to be popped in the application

A

TS DAA 09 Agent should have call control capability on desktop to control uses of their phone: A

TS DAA 10 Desktop application should allow agents State Control (Ready, Not Ready, Login, Logout, Work Mode)

A

TS DAA 11 Telephony Control (Answer, Hold, Transfer, Conference, Make Call, Release) should be provided

A

TS DAA 12 Agent should be able to see real-time statistic information on followings in screen - Agents should be able to see the real time status of their group and supervisor

A

TS DAA 13 - Number of contacts serviced by the agent since login time A

TS DAA 14 - Average Handle time A

TS DAA 15 - Monitor service queues and longest waiting time in each queue. A

TS DAA 16 - Total and Average time spent in each agent state (Ready, Not Ready, Talking, Work Mode)

A

TS DAA 17 - Agent can Chat (Presence) A

TS DAA 18 - Able to deploy agent desktop in an environment where Firewall are required to connect back to central location.

B

TS DAA 19 The desktop should present Agent with reason codes to select when Agent chooses to temporarily go to “Not Ready” state. The system should keep this statistic and able to view in historical reports.

A



TS DAA 20 When Agent is being silent monitored, system should have an option to notify agents that they are being monitored.

A

TS DAA 21 The agent desktop should have the ability to view MS office document and Acrobat document

A

B L A N K

Desktop Application – Supervisor

TS DAS 01 Supervisor should have call control capability on desktop and soft phone embedded B

TS DAS 02 - Telephony Control (Answer, Hold, Transfer, Conference, Make Call, Release) A

TS DAS 03 - Quality Control (Silent Monitoring, Barge-in, Intercept, Whisper) A

TS DAS 04 - Agent State Control (Ready, Not Ready, Work Mode, Wrap mode, Hold mode Logout)

A

TS DAS 05 Supervisor should be able to send text messages to their teams. All agents in the same team should receive same message concurrently.

A

TS DAS 06 Real-time Queue Statistics of agents, skills, groups B

TS DAS 07 Real-time team statistics: Presents the details of each individual skill group, such as how many calls have been handled with its average talk time, average speed of answer, oldest call in queue.

B

TS DAS 08 Real-time agent statistics: presents the real time state of the agents on the selected team who are currently logged into the ACD. The state should show agent performance, i.e. number of calls handled, average talk time.

A

TS DAS 09 Real-time agent state: presents the status details for each agent on the team, i.e. Ready, Not Ready, Reason Code.

B

TS DAS 10 Real-time agent vs. team statistics: display presents the performance details for the agent and compares them to the performance details of the team.

B

TS DAS 11

Solution should support data provision to display information (supervisor dashboard) on the LCD TV. The fields that will be displayed should be: Skill name, # agents logged-in, # of agents Ready, SLA%, Calls in queue, Longest call waiting in queue, maximum calls queued, calls offered, calls answered, calls abandoned, Average talk time, Average hold time, Average wrap-up time. This details is required queue wise

A

TS DAS 12 Should provide single agent interface to handle all media channels like voice, emails, outbound calling, SBI core applications etc..

B

TS DAS 13 The information presentment to agent desktops should be comprehensive and information gathered from various sources such as ACD/PABX, IVR, Databases and any other applications should be able to be presented to the agents.

A

TS DAS 14

The proposed system should provide an interface from the Contact Centre Agent desktop application to SBI’s Lead Management System, Complaint management system, Pension System, Multiple Debit Card Management systems, Script Management Systems to enable agents to access banking transactions, credit card and debit card transactions etc. These integrations will be any of the following: direct, API, Web Services ESB JBI SOA environment etc.

B

TS DAS 15 This agent desktop application should be a full featured web based application. Agents should use standard Web browser to access the Agent Desktop Application without any additional software or plug-in.

A

TS DAS 16 Web based Agent desktop application should have the following: Agent Login

A

TS DAS 17 Agent Logout A

TS DAS 18 Get/set agent status A

TS DAS 19 Auto answer (This should be able to be set selectively for agents. i.e. One agent might have auto answer while another might not)

A

TS DAS 20 Answer/Hang up A

TS DAS 21 Make a call A

TS DAS 22 Hold/retrieve A

TS DAS 23 Transfer (single step/consultative) A



TS DAS 24 Conference (single step/consultative) A

TS DAS 25 Ability to view agent and VDN queue status before initiating a call transfer. A

TS DAS 26 AUX reason codes/Logout reason codes configurable by call centre administrator. A

TS DAS 27 Some of the Main features that should be in the agent desktop are CTI integrations to

TS DAS 28 - Billing System A

TS DAS 29 - Outbound Call Handling System A

TS DAS 30 - Reporting Module should be available A

TS DAS 31 - Information presented from integrated resources in the call centre (PABX/ IVR/ Logger)

A

TS DAS 32 - Email with attachment A

TS DAS 33 The application shall provide streamlined contact management and provide a single view of a contact’s entire complete cycle.

B

TS DAS 34 All customer information shall be immediately available on-screen, with a quick drill-down to details.

B

TS DAS 35 The agent desktop application should support multiple contact appearances. A

TS DAS 36 The application shall support query by any field, i.e. the agent can enter available data in any field on any screen and click Search. E.g. Account Number, Phone Number, Email ID, Username etc.

B

TS DAS 37 The application shall include an integrated knowledge base, which will allow agents to easily search and retrieve documents.

B

TS DAS 38 The application shall support automated escalation through the use of on-screen alerts, e-mails, to keep parties involved informed about what is happening with the customer.

B

TS DAS 39 The application should be able to be quickly and easily customized to meet SBI’s business processes and requirements.

A

TS DAS 40 The application shall include letter generation, which will allow agents to work with pre-scanned documentation to provide forms, letters, templates and template packs.

A

TS DAS 41 The agent desktop application should provide the necessary data entry facilities to enter wrap-up information such as contact reason, contact numbers, contact type etc.

A

Knowledge Management TS KNO 01 Knowledge management system should allow for role based access to the system A

TS KNO 02 The knowledge management system should enable agents to look into the FAQ database to answer customer queries

A

TS KNO 03 The knowledge management system should allow agents to add to the FAQ on any new queries that are raised by the customer

A

TS KNO 04 The knowledge management system should enable agents to search based on simple English and key words to help in addressing customer queries.

A

TS KNO 05 Knowledge management system should enable agents with a quick and easy access to multiple data sources including files, attachments process etc..

A

TS KNO 06 Knowledge management system should enable agents to ask the right questions based on a call guide kind of interface

B

TS KNO 07 The knowledge management system should guide agent through a conversation with the customer, prompting them with specific questions and responses to get to the heart of the issue and its resolution.

B

TS KNO 08 Knowledge management system should enable agents to retrieve product-specific information

A

TS KNO 09 Knowledge management system should have a good reporting module that provides insights on the usage, new additions, gaps etc..

A

TS KNO 10 It analyses and organizes thousands of user questions so that valuable feedback can be shared within the Contact Centre and across the enterprise.

A



TS KNO 11 SBI will provide a set of questions that has to be administered to agents through the desktop application. Agents will have to answer these questions on a regular basis to evaluate their knowledge of SBI products, services, queries etc..

A

Work Force Management

TS WFM 01 The solution should provide ease of use and ease of administration in the following areas:

I

TS WFM 02 - Facilitate navigation for users A

TS WFM 03 - Provide single-user log-on capability for agents across the suite of products A

TS WFM 04 - Provide information to supervisor through interface A

TS WFM 05 - Provide role-appropriate interfaces A

TS WFM 06 The solution should facilitate in enhancing productivity of agents and support agent satisfaction like:

I

TS WFM 07 - Ability to support entry of agent information (hire date, skills etc.) A

TS WFM 08 - Ability to support synchronization with CRM HR and other relevant backend modules of HR

A

TS WFM 09 - Ability to accommodate remote agent to access the system A

TS WFM 10 - Ability to support agent schedule preferences A

TS WFM 11 - The browser should specify agent preferences for agents to administer themselves A

TS WFM 12 - Allow agents to prioritize their shift preferences A

TS WFM 13 - Application should have browser based capability to support shift bidding for agent and supervisor access

A

TS WFM 14 - Provide notification to agents on status of request for schedule or vacation (approved / not approved etc)

A

TS WFM 15 - Ability to provide individual and organizational (including team) scorecards to measure productivity

B

TS WFM 16 - Ability to measure agent / group performance A

TS WFM 17 Ability to enable agent scheduling, cancelling, changing and updating of time and preferences through a web interface

B

TS WFM 18 Ability for agents to submit various types of time off (e.g. sick, maternity leave, personal holiday, etc.)

A

TS WFM 19 Ability to automatically approve or deny time-off requests based on a set of rules A

TS WFM 20 Ability to do short term & long term resource planning B

TS WFM 21 Ability to provide modelled forecasts based on: I

TS WFM 22 - Historical Patterns – Ability to create/update trends on a yearly, monthly, daily and interval basis.

B

TS WFM 23 - Budget – Ability to generate “what if” and trend analysis with regards to budget concerns such as, labour costs, revenue, etc.

B

TS WFM 24 - Staffing – Ability to generate “what if” and trend analysis with regards to goal /staffing changes

B

TS WFM 25 Ability to suggest staffing profiles for a given forecast A

TS WFM 26 - Should have the capability to do long term planning by analysing z multiple agent skill mixes & calculating the short-term and long-term costs

B

TS WFM 27 - Ability to view multiple planning scenarios at once and capability to easily switch back and forth between multiple scenarios

A

TS WFM 28 - Should be able to handle different service levels for immediate queues like voice, deferred queues like email and postal mail and blended queues

A

TS WFM 29 - Sources of shrinkage to be detailed and calculated differently for different staffing profiles

A

TS WFM 30 - Ability to compare different staff groups and analyse cost efficiency A

TS WFM 31 - Planning tool to take into account revenue generated per call to avoid staffing optimization solely on cost

A

TS WFM 32 - Ability to automatically determine optimal staffing plan based on desired service level goals

B



TS WFM 33 - Ability to assess overtime hours needed to meet service levels A

TS WFM 34 - Ability to export planning scenarios to MS Excel for analysis A

TS WFM 35 - Ability to import from Forecasting & Scheduling application or a flat file A

TS WFM 36 - Ability to assist in capacity planning by showing the number of physical seats needed based on the FTE requirements

A

TS WFM 37 - Ability to guide on what skill sets are needed to serve the customers most appropriately

A

TS WFM 38 Ability to generate most optimal forecast while incorporating season ability factors A

TS WFM 39 - Ability to forecast for a queue or by group A

TS WFM 40 - Ability for the user to define group parameters for forecasting A

TS WFM 41 - Forecasts to be saved as custom profiles A

TS WFM 42 - Ability to take specific period (e.g. Diwali) and apply it to future forecasts (e.g. marketing campaigns)

B

TS WFM 43 - Ability to import/export data A

TS WFM 44 - Should accurately forecast in a single skill-based or multiple skill-based routing environment

B

TS WFM 45 - Ability to forecast for multi-media channels B

TS WFM 46 - Should provide forecasting capabilities to meet both central and local requirements B

TS WFM 47 - Ability to forecast based on productivity/proficiency levels of individual agents and of skill groups

A

TS WFM 48 - Ability to produce all the above using multi skill A

TS WFM 49 - Should be able to input shrinkage estimates A

TS WFM 50 Scheduling engine to take into account varying agent proficiencies and individual skill levels and skill priority

A

TS WFM 51 Ability to model schedules based on the agent’s needs and requirement (i.e. working mothers, students, carpooling etc)

A

TS WFM 52 Ability to schedule agents as a team A

TS WFM 53 Should supports true skills-based scheduling A

TS WFM 54 Creation of one weekly schedule that encompasses multiple start times and shift durations on different days

A

TS WFM 55 Should define schedule spans and break parameters or non-work activity A

TS WFM 56 Should schedule activities at a minimum of 15-minute increments A

TS WFM 57 Ability to generate project time, optimize work breaks, designate exceptions, and generate meetings to fit the best time with regards to call volume

A

TS WFM 58 Ability to test current schedules against future call volume trends B

TS WFM 59 Ability to optimize existing breaks through scheduling process A

TS WFM 60 Ability to export schedules A

TS WFM 61 Ability to generate expected service levels with associated schedule runs A

TS WFM 62 Ability to approve agents out of adherence without changing the original schedule A

TS WFM 63 Should calculate agent adherence to schedule, taking out the approved exceptions A

TS WFM 64 Should provide reports with detailed information on who is out of adherence, when they were out of adherence and whether their manager or supervisor approved it

B

TS WFM 65 Email alerts to be automatically sent to agent and supervisor if agent is out of adherence for a predefined set of time

A

TS WFM 66 Should provide flexibility to overwrite and re-assign breaks within an actual timeframe

A

TS WFM 67 Ability to receive and process data from multiple switches /ACD’s /EPABX’s types A

TS WFM 68 Should provide a quick view of all agents and their real time status. The length of time in that status

A

TS WFM 69 Ability to view agents by supervisor A

TS WFM 70 Ability to see a daily view of agents’ specific adherence throughout the day. A



TS WFM 71 Ability to look back on previous days’ adherence to schedule A

TS WFM 72 Ability to clearly see in “real time” (up to the minute) agent actual adherence compared to scheduled activities

A

TS WFM 73 Ability to see an intra-day view of agents’ actual adherence compared to scheduled activities

A

TS WFM 74 Should provide visual notification/alert when user-specified parameters are out of range

A

TS WFM 75 Should provide capability of real time and historical reporting B

TS WFM 76 Ability to set security access on reports so only the appropriate users have access to the information

A

TS WFM 77 Ability to publish reports so that others in the organization can review information that is pertinent to them

A

TS WFM 78 Support multi-contact environment and integrate with other functions of the business (web, email, voice, back office, etc)

A

TS WFM 79 Should set up an email service level A

TS WFM 80 Should handle email backlogs A

TS WFM 81 Offer sufficient tenanting for security and ease of use to manage multiple customer interactions-If more than one entity of SBI is managed in the WFM

A

TS WFM 82 Agents be assigned to support all tasks including multimedia/back office, etc A

TS WFM 83 Track non-phone activities, such as back office work A

TS WFM 84 Scheduling non-phone activities A

TS WFM 85 Ability to integrate and/or extract data from multiple sources from all major Contact Centre platforms. (As per the leadership quadrant of latest Gartner’s magic quadrant on Contact Centre infrastructure)

B

TS WFM 86 Offer a centralized data repository & a central reporting format A

TS WFM 87 browser-based application so only an Internet browser is required on each employee’s desktop, avoiding upgrades to employees’ desktops

A

TS WFM 88 Should provide Scorecards for all types of employees /roles with role appropriate KPIs

A

TS WFM 89 Ability to create customized scorecard for new employees to measure learning and productivity

A

TS WFM 90 Should provide scorecards that clearly indicate actual performance vs. goals vs. internal peers

A

TS WFM 91 Show trends based on historical performance A

TS WFM 92 Scorecards to be automatically updated from the integrated data sources on a daily basis

A

TS WFM 93 Should allow for user-definable reports A



Annexure-D

Bidder Details

Details of the Bidder

S. No. Particulars Details

1. Name

2. Date of Incorporation and / or commencement of business

3. Certificate of incorporation

4. Brief description of the Bidder including

details of its main line of business

5. Company website URL

6. Particulars of the Authorized Signatory

of the Bidder

a. Name

b. Designation

c. Address

d. Phone Number (Landline)

e. Mobile Number

f. Fax Number

g. Email Address

Signature and Seal of Company

Marginal Comment: Bidder shall appoint an experienced Project Manager dedicated to the project execution. The Bidder should provide CV of Project Manager that demonstrates proven experience in executing projects similar in scope and complexity.



Annexure-E

Scope of Work

Note: Detailed requirement of Services, support etc. may be given below.

1.1 About SBI

State Bank of India (SBI) is the largest Bank with a network of over 24000 branches spread across India as on 01.04.2017. The Bank also has presence in 39 countries across the globe with 199 offices. The Bank offers wide range of products and services to both Corporate and Retail Customers. The Bank also has one of the largest network of more than 59,000 ATMs spread across geographical locations with a customer base of over 50 crore. Bank also provides services to its customers through alternate channels such as Internet Banking, ATM-cum-Debit Cards, Mobile Banking, Mobile Wallet, etc. Infrastructure and Integration managed in-house. To expand further reach, Bank is also forging ahead with cutting edge technologies and innovative new banking models. Contact Centre of SBI is one channel to provide efficient service to its customers and is expected to declutter the branches by providing many financial /non-financial services. Bank started offering Contact Centre services to its customers in August 2005 through an outsourced 24*7*365/366 Contact Centre setup at Bengaluru. The Contact Centre gained substantial customer acceptance in the following years with a significant year-on-year growth in call volumes. To have a focused approach and robust performance mechanism, with increase scale of Contact Centre services, SBI introduced a Contact Centre team in December 2009, based out of Vadodara, to manage the Contact Centre channel along with an outsourced 24*7*365/366 Contact Centre set up. Two more centers of outsourced Contact Centre were added in Agra in 2013 (24*7*365/366) and in Kolkata in 2014 (07.00 IST to 21.30 IST). The Contact Centre gained substantial customer acceptance in the following years with a significant year-on-year growth in call volumes. Contact Centre receives calls from Two Toll Free Numbers (TFNs) and one Toll number, provided by BSNL and MTNL. A facility of providing services to NRI Clients has also been enabled in 20 countries by providing 19 International Toll Free Numbers with the support of Airtel and TATA. Services to SBI, SBI Mutual Fund, Pension, GST, SBI Credit Card, ETC, PMJDY and ITRO (Income Tax Refund Order) are provided by same Contact Centre with separate toll free numbers & PRI lines, completely partitioned in the infrastructure. The IVR tree, skill group reporting operational service levels and invoicing for each entity are taken care of separately by respective entities. Contact Centre on an average is handling call volume of 1.50 crore calls per month, of which 66% of the calls end under the self-service mode (IVR). Over and above this, the Contact Centre also make Outbound Calls for various products of the Bank and its Affiliates (SBI Mutual Fund, SBI Credit Card, SBI Exclusif,, etc.) with an outgo of 6,50,000 calls per month on average apart from responding to emails landing on its mail id with a monthly average of about 22000 mails. As the current contract with existing bidder is falling due shortly for renewal, bank now intends to have a state-of-the-art Contact Centre, partially Outsourced (Hybrid) Contact Centre suited to Bank’s requirement.



Introduction to Project

The purpose of this Request for Proposal (RFP) is to identify a bidder qualified to provide Contact Centre services to support SBI, and affiliates, with Customer Interaction Management services like Inbound & Outbound Automated (IVR) calls, Inbound & Outbound Agent assisted calls, multichannel services like email (automated by Robotics), chat-bot, SMS, web-chats and advanced Contact Centre services, with state-of-the-art facilities for domestic & international customers. The purpose of this RFP is also to convey expectations of the Bank about technology and business processes that will be required, service and quality levels that will have to be maintained throughout the transition and operation of the proposed Contact Centre services. SBI also proposes to use the new outsourced Contact Centre for any new and advanced technology e.g. Video call, web-chat, social media, etc. enabled services, to be deployed as and when SBI deems fit. “Contact Centre should be the backbone of Digital banking platform of the Bank.”

1.2 Project Objective & Scope

1.2.1 Objective:

SBI is extending customer service through various delivery channels including Contact Centre which is considered as a very powerful channel both to the Bank and its customers. The Bank is currently providing Contact Centre services to its customers through an outsourced BPO service provider. Considering the imminent expiry of the contract period with the existing BPO service provider, SBI has decided to invite BPO service providers (herein after referred to as “Bidder”), to participate in the bidding process of selecting an outsourced BPO (Hybrid) for its Contact Centre operations.

1.2.2 Scope

This Contact Centre would be on an outsourced – Hybrid Model (CRM will be provided by the Bank and also there may be Bank’s staff – Relationship Manager – to attend to such escalated calls, where the resolution is not available with the escalation matrix of the Vendor). Bank is also contemplating to have it’s own Knowledge Management System (KMS), going forward. The Vendor to use its own KM tool initially. The Bidder should setup all required infrastructure for operation of an outsourced Contact Centre. This Contact Centre will operate from bidder’s premises. SBI proposes to use outsourced Contact Centre model for providing assistance and ease of access to its existing & prospective customers by migrating all the services from existing Contact Centre to the new outsourced Contact Centre, if need arises. SBI also proposes to use the new outsourced Contact Centre for any new and advanced technology (Video call web-chat, social media, etc.) enabled services, to be deployed as and when SBI deems fit.



2 Qualifying Criteria

The bidders who satisfy and comply to the below said criteria are eligible to respond to this RFP: For Qualifying or Eligibility Criteria, please refer to Point no. 5 of Part-1 and Annexure – ‘B’.

3 Scope of work

SBI is seeking to outsource its Contact Centre functions by partnering with a bidder with a scalable business model that focuses on timely responsiveness, outreach, state-of-the-art customer service and a quality assurance methodology that results in increased customer satisfaction. The Contact Centers must be located in Vadodara, Bengaluru, Agra & Kolkata (existing sites), Hyderabad and one more site out of Bhopal / Indore, as per bank’s discretion. The number of seats per site is expected to be around 350 at each site, and, the seating capacity per site should include 50 seats to be augmented at a short notice. The Bank expects that the number of sites could be between 8 to10 in a couple of years, considering the anticipated increase in Inbound/ Outbound calls. However, the Bank reserves the right to modify or add any location, considering other aspects as well, and the decision of the Bank in this regard would be final. The bidder will be responsible for the day-to-day operations, including but not limited to, the hiring, training, and management of the Contact Centre technology (except CRM that will be provided by the Bank), resources and premises. The Contact Centre must operate 24x7, 365/366 days. The selected bidder will provide state-of-the-art Contact Centre services to SBI, its banking or non-banking subsidiaries, or JVs, to create a competitive advantage. It should be noted that quality service delivery is essential to an acceptable solution; cost effectiveness will be a criteria in the selection of the successful bidder. The below-mentioned basic requirements would need to be provided:

The required infrastructure like sizing of IVR/ VXML ports/ PRI lines etc. depending on

the call volume levels.

State-of-the-art platform (that follow internationally best practices) on which Contact

Centre should function, i.e., the brands that are listed in the Gartner’s Magic Quadrant

of May 2017, under ‘Leaders’ and ‘Challengers’ and are in use in the Domestic Voice Call

Centers in India.

100% Call recording (voice + screen) is required.

Conceptualise the right-sizing difference between CVP and VXML ports. The cases where

CVP/VXML ports will be busy and instance when it get free to receive next call.

Ensure effective performance management of the Contact Centre through right reports

and on cost reduction and productivity improvement opportunities.

CRM will be provided by the Bank, with regular updation, reporting requirements being taken

care off. The Bidder should provide APIs for integration and the integration with the other

technology platforms need to be taken care by the Bidder. For integration with CRM, the API

should be in java script or .net (dot net) on the technical area. The Bidder is required to support

developmental activities to be carried out w.r.t. API understanding, developmental support, if

any, and issue trouble shooting, etc. Further, the Bidder must inform the Bank of any changes in



APIs, undertaken at any point during the currency of the contract, till termination. Vendor

should have the technological capability to ensure integration of Bank’s CRM with ACD / IVRS.

Similarly, Developmental and Test environment (Hard phones, separate PRI Lines, etc.) to be

arranged by the Bidder.

Bids submitted in response to this RFP must comply with all stated laws and statutory regulations under Indian Law/ RBI/ Govt. of India directives/ IBA / DOT / IRDA / RTI Act / IT Act, related to the management and operation of Contact Centre for banking institutions, including but not limited to, Information Security, Outsourcing Activity, Submission of Evidences, and maintaining Privacy, through the Life Cycle of engagement. The selected Vendor must ensure compliance of all these parameter, failing which the Vendor would be liable to make good the loss(es), as mentioned under Penalties.

The Inbound services are provided through an array of applications maintained at GITC, Mumbai of the Bank and access at the Contact Centre is available with read-write rights with operator privilege. Besides, integration with SBI’s backend applications, the desktop application will need to have the capabilities as defined in all the relevant sections of the RFP eg. Customer Interaction History. Analysis to be done by the Bidder to differentiate between HNI customers to ensure faster / best services (skill-wise routing), leveraging of CRM & Lotus functions, etc.

The current applications can be integrated with following means: 1. http/https request 2. Web services 3. Middleware 4. DB access. 5. ISO 8583, etc.. Bidder should be open to adopt new interfaces in future as and when required. Also please refer to all relevant sections in the RFP.

All the SBI applications are available on SBI Network only.

Single Sign on service is presently implemented for integration with Bank’s various applications. The vendor needs to provide the same.

3.1 Service Scope

The scope of services, State Bank of India seeks through this RFP is Banking Contact Centre

Service including, but not limited to, Call Carriage, Personnel, IT systems (OCAS, SBI Buddy,

Lotus, etc.), Technology, Premises and any other infrastructure or service required to deliver

Contact Centre services as per enlisted service scope in this section.

The services to be delivered will be as follows:

(a) Migration of existing Contact Centre services as defined in section 3.2 ‘Operational set-

up’ in this document and also detailed below:

- Migration of existing Contact Centre Channels:

o Voice (DTMF) (IVR & Agent)

o Email

o Outbound

- Migration of any new services started in the existing set-up in the interim.

Critical data among those data that the current vendor may be storing in his Systems / database may have to be migrated.



(b) Introduction of new Inbound and Outbound services based on internal approval from SBI

businesses; like:

- Inbound services:

o Bill payments, Conversion of Account Type, mobile top-up, SMS Alert,

ATM Card Request (New and Replacement), etc.

- Outbound services:

o Business – lead generation – Up-sell, Cross-sell.

o Customer – customer survey (automated IVR & Agent-assisted)

o Customer life cycle management calling – Verification call, Fresh loan

disbursement call, retention call etc.

(c) Providing English + 22 languages (12 at launch and remaining later) as per the eighth

schedule of the Indian Constitution (as per availability) as mentioned below for agent

and IVR (in ascending order):Immediate at launch:

Language Approx. share in calls (%)

Hindi 67-68

English 6-7

Telugu 6-7

Tamil 3-4

Bengali 4

Marathi 3-4

Kannada 2

Oriya 2-3

Malayalam 1

Gujarati 2

Assamese 1

Punjabi 1

The Agents must have the capability to handle at least two languages, so that the idle time is reduced.

Later (As and when found feasible by SBI), these languages need to be catered to:

o Bodo o Dogri

o Konkani

o Maithili

o Nepali

o Sanskrit

o Santhali

o Sindhi

o Urdu

o Kashmiri

o Manipuri

Calls are received through ITF Numbers (19) catering to 20 countries namely USA, UK, Bahrain, New Zealand, Japan, Australia, Belgium, Canada, Germany, Italy, Netherlands, Singapore, France,



Hong Kong, UAE, Russia, South Africa, Saudi Arabia, Oman and Qatar. At present, Foreign Office SBI (UK) is being catered to from our Contact Centre. There are similar plans to bring in one or more of such foreign offices to be serviced at this Contact Centre.

(d) Servicing SBI Mutual Fund, SBI Credit Card, SBI Exclusif, and any other tele-marketing

service, already in use at Bank’s Contact Centre.

- Services to ITRO, GST, ETC, etc. will be included in SBI Contract.

- Services to SBI subsidiaries/JVs (SBI Life, SBI General, etc.), will be through a

Change Request Process as and when decided by SBI. The price for the service

under ‘Change Request’ will be mutually agreed upon between SBI and the

selected bidder.

(e) Providing Contact Centre services through advanced Contact Centre technology, as and

when SBI is ready to introduce them:

- Voice authentication over IVR

- Video Call

- Email outbound (automated)

- Social Media (face book, twitter, etc.)

- IVVR

- Virtual Agent

- Multimodal

- Visual IVR

- Speech Analysis

The prices for the above will be mutually agreed upon as and when SBI decides to introduce them.

The services to be delivered will be as per the broad definition in this section ‘Scope of Work’, and other future plans as specified under Section 3.4.1 to be catered to when the Bank is ready for it, but not limited to, the detailed functional and technical specifications as per Annexure C1 and C2, and all other related instructions, scope, terms & conditions and timelines as described in this RFP.

E-Mail manager is to be made available by Bidder as mentioned in the relevant section in the RFP. Currently, there are a few standard response templates available.

(f) Processing, printing & dispatching of Account Statements and other certificates as and

when SBI is ready to introduce this service. The price for this service will be mutually

agreed upon as and when SBI decides to introduce it. At present, SBI is carrying out the

printing and dispatch of statements / certificates.

(g) The Bidder is also expected to capture customer complaints related to Contact Centre

services, log them, track them and resolve them satisfactorily. At present, there is only

capturing of complaints / requests /services. However, this is expected to commence

shortly upon integration with the Bank’s CRM.



3.2. Current Set-up

(A) Operational:

SBI currently operates its Contact Centre Services through outsourced model, out of four sites, Vadodara, Bengaluru, Agra on a 24X7*365/366 basis and Kolkata between 07.00 IST to 21.30 IST, catering to Indian Domestic, Indian NRI and SBI Foreign Office customers. Contact Centre receives calls from Two Toll Free Numbers (TFNs) and one Toll number, provided by BSNL and MTNL, one TFN from Tata (P.O.C.) exclusively for J&K, and is backed by 90 PRI lines at Bengaluru and 90 PRI lines at Vadodara. A facility of providing services to NRI Clients has also been enabled in 20 countries by providing 19 International Toll Free Numbers with the support of Airtel and TATA. Services to SBI, Pension, Lotus, GST (all Inbound) and for Outbound, SBI Mutual Fund, SBI Credit Card, ETC, PMJDY and ITRO (Income Tax Refund Order) are provided by same Contact Centre with separate toll free numbers & PRI lines, completely partitioned in the infrastructure. The IVR tree, skill group reporting operational service levels for each LoBs are taken care of separately by respective entities. The Contact Centre services the customer through Voice Self-Service, Agent Assisted Service and e-mail. The Contact Centre sites work as a DR set-up for each other. Two sites are multi-skilled and handle all the bank’s interactions, with the other being BCs. Separate skills have been created to handle 12 languages such as Assamese, Bengali, English, Gujarati, Hindi, Kannada, Malayalam, Marathi, Oriya, Punjabi, Tamil, and Telugu, as per the language availability at the Centre. Agents have also been segregated into skills based on the services the Contact Centre provides. Contact Centre functions on a single Queue of language, to ensure resource across all centers are utilised to reduce customer wait-time. In June, 2017 the Contact Centre received 156.18 lakh calls of which 42.55 lakh calls were handled by agents. Customers get their account balance & details of last five transactions on IVR through TPIN / Phone Banking. Services available at Contact Centre (Inbound) are: ● Account Information – Balance and last 5 transactions.

ATM and Branch details

ATM Services/ Debit Card services.

Debit Card Hot-listing

Debit Card Tracking

Income Tax Refund Order (ITRO) Enquiries

Phone banking

Debit Card PIN generation

PMJDY

Prepaid Card Services

Funds Transfer

Pension Account

Product Enquiries/ Information and Lead Management



Internet Banking & Mobile Banking Enquiry

Mobile Wallet services

Complaint Management System

Payment Tracking system (RTGS/NEFT/ GLS/SWIFT)

Electronic Toll Collection Tag

Daily rates of Gold, Forex rates, list of Holidays, EMI calculator, etc.

ETC

GST

Lotus

The Contact Centre is offering the following services (domestic/global) to the Customers: ● Enquiry on Account Balances & last 5 transactions

● Status of Debit /ATM Card & related services including hot-listing of cards

● Enquiry on Products and Services

● Pension Enquiry

● Payment tracking of NEFT/RTGS transactions

● Capturing of business leads with end to end tracking

● Capturing of Complaint with end to end tracking

● Trouble shooting on Internet and Mobile Banking

● IT Refund Order Status

● Daily rates of Gold, Forex Rates, Branch/ATM locater, list of holidays, EMI calculator etc.

● Pre-paid Card

● OCAS (Outbound Customer Acquisition Solution)

● Capturing of business lead LMS

● SBI Buddy (Bank’s app like wallet, for shoring funds and use when required.)

● HNI Services

● LCS – Loan Collection System

● Click to Call

● E-mail services

● Mobile Number up-dation through Contact Centre

● Green Pin Generation

● Creation of FDs.

● Cheque book, TDS and Deposit Interest Certificate request

● Home Loan / Educational Loan interest Certificate through Phone Banking

● Mobi Cash

● Stop Cheque Services

● Last five transaction through SMS

● Quick Balance enquiry

● Phone Banking registration de-registration

● TPIN Generation / resetting

● ETC Toll



● GST

● Lotus

● SBI (UK).

At present, the Contact Centre provides services to SBI (UK), our foreign office. The calls of SBI

(UK) are being catered to and the Bidder must take care of all the legal matters of UK, as well as

other countries as and when new offices are added. Separate legal issues and compliances

covering these countries will have to be met in this regard, and separate documents, if required,

need be entered into.

The following services are available under Outbound Process:

ABL Leads

Call Back Manager

Credit Card Lead generation

DSAT Calling

Retail / SME Leads

Soft Recovery – AUCA / NPA

Updation of Mobile Number (Internet Banking)

Click to call

Lotus

Welcome Calling

Cross-selling

OCAS (Outbound Calling for Online Customer Acquisition Solution for completing the

partially filled-up applications for Home / Auto / Personal /Global Ed-Vantage loans.

SBI Mutual Fund.

High Net worth Individuals (HNI) / Wealth Management / Lead Generation.

All these above-stated services are to be migrated, as stated in 3.1. The following foundations are available now: Quick response of calls – 90% calls answered within 10 seconds for priority / International and 90% calls answered within 20 seconds for other customers. Efficiency enablers for agents – user-friendly desktops, single screen view, updated knowledge base Real-time monitoring of Agents calls– by Supervisors and call barge-in facility. Daily briefing and Team Huddle. Below is the snapshot table of operational set-up & performance parameters, of SBI’s current outsourced arrangement for Contact Centre. It includes information on volumetric details, agent skills and operational KPIs.



Parameter Current Operations

Current sites 4 sites. Bengaluru, Vadodara, Agra and Kolkata

Languages handled

Hindi, English, Bengali, Oriya, Punjabi, Tamil, Telugu, Malayalam, Kannada, Marathi, Gujarati, and Assamese.

Channels

Inbound Voice – Agent assisted (Domestic and ITFN) Inbound Voice – self service Outbound – Agent assisted Email

Toll free Nos.

2, SBI toll free (MTNL & BSNL) and one Toll number for Domestic Customers and one Toll free for J&K under P.O.C. for J&K. 19, SBI toll free for International Customers catering to 20 countries 1 Toll free each for ITRO, ETC, PMJDY, Pension, Project Lotus and GST 1 toll free each for SBI Life, SBI Mutual Fund

Parameter June, ‘16 June ‘17

Hours of Operation 24 x 7 24 x 7

Working Days Monday – Sunday Monday – Sunday

Average Talk Time (Inbound Calls) 226 sec 224 sec

Maximum wait time in queue 10.32 minutes 09.57 minutes

Average wait time in queue 00.31 minutes 00.14 minutes

Call answer Service Level * 90.25% call in 20 secs 93.83% calls in 20 secs

Maximum Call Abandon Ratio (Nor) 1.89% 1.13%

Call completion on IVR calls completed in IVR (including far-end/ near-end disconnection)

18%

20%

Average talk time at IVR for all calls 74.57 secs 91.37 secs

Average time at IVR for self –serviced calls

131 Secs 138 Secs

Short calls (at IVR) approx. 9.19% 5.72%

Agents Offered - Voice inbound 32,83,206 43,39,090

Agents handled – Voice inbound 31,32,012 42,55,335

Unique Offered – IVR Inbound 1,37,15,898 1,55,70,787

Agents – Email 17,038 18,807



The following reports are available at present, in both PDF and excel and / or other readable

formats: SR

No. Report Name Source

1 SBI Calls Details – 20 Min AVAYA

2 SBI Reg-DeReg Report AEP

3 SBI IVR Report AEP

4 Process Performance Report AVAYA

5 Phone Banking Report AEP

6 Normalized SL & Abandon % AVAYA

7 Half Hourly Report AVAYA/AEP

8 Call Detail SBI –Inbound AVAYA

9 AHT Abandons Profile Report AVAYA

10 Agent to VDN Transfer Data AVAYA

11 HIGH WRAP UP CALLS AVAYA

12 Green PIN Report AEP\CRM

13 Bucket wise Wrap data AVAYA

14 OB Recording Tracker ASPECT

15 Click To Call Report CRM

16 Email Report AAAC\CRM

17 CRM Report CRM

18 Generate TPIN Report AEP

19 Outbound – Agent Performance Report ASPECT

20 NICE Recording Status AVAYA\NICE

21 Repeat Call Report AEP

22 Unique Disposition Report ASPECT

23 Capacity Management SLA’s AVAYA\AEP\ASPECT

24 SLA & SBI Report Summary Report

25 SLA & ITFN Report Summary Report

26 Outbound Dashboard Aspect

27 OB Disposition Report Aspect

28 Outbound Wrap data Aspect

29 Outbound – Call Detail Aspect

30

Weekly Summary of calls received on Toll free

Numbers-PMJDY for SBI National Toll free number AVAYA

Weekly meetings are conducted to share and discuss the various SLAs and the way forward for improvements. Similarly, Monthly meetings are also conducted to study the progress with regard to analysis and discussion on all the SLAs. All Data / Dashboards are segregated as Operational, Technical and Outbound for the way forward. Quarterly, or in case of need, even earlier, the Steering Committee meetings are held, considering the various aspirations of the Bank.



(B) Technical: The current Contact Centre technology is from AVAYA (Inbound) & Aspect (Outbound). The accuracy of the data for the past six months is received from the OEM. SBI has as a Core Banking System (B@NCS-24). All the branches of SBI are on B@NCS-24. SBI makes the data available to Contact Centre on real time basis through interfaces with various delivery channels. Contact Centre has access to various applications of the Bank on WEB Interface/TCP IP messaging system. The accessibility to the applications is through SBI/BPO firewalls. SBI’s primary Data Centre is in Mumbai and DR Data Centre is in Hyderabad. 3.2.1 Contact Centre Architecture

Below is the high level explanation of the current Contact Centre architecture:

a) There are four Contact Centers catering to SBI needs today. These sites are

located in Bengaluru, Vadodara, Agra and Kolkata.

The IVR Call Flow is appended below:



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Network Architecture



ITFN



b) PRI lines for inbound calls terminate at Bengaluru and Vadodara and for

Outbound calls initiate at Bengaluru, Vadodara and Kolkata.

c) All the locations have the similar components including Gateways, ACD, IVR, CTI, Recording server, agent desktop application, reporting servers, etc.

SYSTEM Locations (Inbound) Locations (Outbound)

Gateway Vadodara & Bengaluru Vadodara, Bengaluru & Kolkata

ACD Vadodara & Bengaluru

IVR Vadodara & Bengaluru

CTI Vadodara & Bengaluru

MIS Vadodara & Bengaluru

Recording (100%) Vadodara (PR) Bengaluru (DR)

Logger – recording

All locations

As of now, a new SOA interface is under designing for Project Lotus, and this would be available in due course.

d) In the event of any one location failing, the other locations are designed to

handle the calls from the failed location(s).

e) All the Contact Centers are connected to each other through 2 WAN links –

secured and trusted network (primary & secondary) to enable overflow of calls

between Contact Centre sites.

f) All the Contact Centre sites are connected to SBI data center (GITC, Belapur) and

the DR data center (Hyderabad) of SBI through another set of WAN links.

Below is the snapshot table of technical set-up of SBI’s current outsourced arrangement for Contact Centre. It includes details on the Contact Centre architecture, technology and the bank’s systems & applications that the Contact Centre uses or integrates to and the routing logic applied for carrying calls.

Parameter Current status

Call Centre Technology

AVAYA CM – 6.2 SP6, AES -6.3.3.3.10-0,

IQ – 5.2.6.0.153_21898, EPMS – 6.0.3.0.0402,

MPP – 6.0.3.0.0412, SMGR – 6.3, Prognosis – 3

Aspect 7.2 for Outbound and NICE 4.1 SP 19

Toll free

2, SBI toll free (MTNL & BSNL) and one Toll Number from BSNL for Domestic Customers 19, SBI toll free for International Customers for 20 countries (5 ITFN from Airtel and 14 ITFN from TATA)



1 Toll free for ITRO 1 toll free for Pension 1 toll free for ETC 1 toll free for GST 2 toll free for Project Lotus 1 toll free for PMJDY

The toll frees are backed by 86 + 85 PRI channels at Bengaluru and Vadodara (Both PR and DR are distributed equally (50%) between the two sites.) 10 PRIs for TATA POC are owned by the Bank, and managed by the Vendor.

Capacity

Gateway ports – AVAYA G450 – 171

AVAYA Extensions – 7756 (can be used either in Agent or IVR)

IVR ports – 1460 (in total) at Vadodara and Bengaluru

Applications

Account Enquiry Application

Complaint Management System (CMS)

Lead Management System (LMS)

Debit Card Management System (DCMS)

Knowledge Management System (KMS)

Card Tracking System (CTS)

Income Tax Refund Order Status (ITRO)

Pension Management System (PMS)

Payment Tracking System (PTS)

Pre-paid card

OCAS (Inbound and Outbound)

SBI Buddy

LCS

Click to Call

Mobi Cash

ETC

GST

Lotus – (Inbound and Outbound)

Connectivity

WAN connectivity between multiple centers for data & overflow calls, facilitated by SBI

IGS Side

IGS having Primary & Secondary MPLS link at all locations through cloud

Vadodara – TCL – 257 MBPS MPLS (PR)

Vod – 256 MBPS MPLS (DR)



Bengaluru – TCL – 249 MBPS MPLS (PR)


Agra – TCL – 125 MBPS MPLS (PR)


Kolkata – TCL – 103 MBPS MPLS (PR)


Bank side

14X2 (Primary & Secondary) MBPS MPLS Link between Vadodara to GITC, Belapur (TCL & VOD)

6X2 (Primary & Secondary) MBPS MPLS Link between Bengaluru & GITC, Belapur (BSNL & Airtel)

14X2 (Primary & Secondary) MBPS MPLS Link between Agra to GITC, Belapur (TCL & Vod)

14X2 (Primary & Secondary) MBPS MPLS Link between Kolkata to GITC, Belapur (TCL & Vod)

6x2 (Primary & Secondary) MBPS P2P Link between Bengaluru and DR Hyderabad (TCL & Vod)

14x2 (Primary & Secondary) MBPS MPLS link from Vadodara, Agra and Kolkata to DR Hyderabad (Vod)

2 MBPS between BPO, Vadodara to SBI, Vadodara for accessing reports and MIS (BSNL – provided by Vendor)

3.2.2 Existing Applications:

Below are the details on applications that are hosted on SBI’s server at Bank’s Global IT Centre in Belapur, Navi Mumbai. An interface is provided to the Contact Centre for these applications. 3.2.3 Account Enquiry Application

A WEB interface between the CBS and CC applications, hosted under CC infrastructure, provides the CBS data information to the Contact Centre. 3.2.4 Complaint Management System (CMS)

This application is used to log complaints related to ATM/POS transactions and other retail banking products with categories defined. Currently CMS is used only for complaints on Bank related services. CMS is also used for accepting Contact Centre operations related complaints. All interaction details, history and disposition will be maintained as part of desktop application.

Technical specification of CMS application is:

The application is based on Java

https based (J2EE, servlets)



The branch based application uses a tomcat cluster

The agent based application uses web-logic

Timeout setting of agent web page is controlled by setting the same on the

application server

In Customer 360, there will be option to create cases, and is planned for introduction. Depending on the category, sub-category, sub sub-Category, SBI CRM will decide the complaints, requests etc. which need to be pushed to CMS system, based on the mapping provided in the Customer Service Solution Approach Document.

3.2.5 Lead Management System (LMS) This application is used to generate and record leads of prospective business from existing & new customers who make an enquiry call. Application has a single interface based on login type for which specific features are shown and enabled on the screen. Agent captures the information from caller and generates lead online in LMS application. A confirmation SMS is sent to customer on generating lead from SBI end/SBI servers.

Technical specification of LMS application is:


Uses struts-1.0

LMS system will be decommissioned as SBI CRM is used as Lead Management system. All Lead related details will be available in SBI CRM Lead Module. 3.2.6 Debit Card Management System (DCMS)

This application is used to block lost / misplaced /damaged debit cards. On successful verification, agent can block the card based on card number / account number which the application supports. A ticket number is generated by DCMS database on hot listing of card. For a successful hot listing a dual success status is required from BASE 24. Single sign on application is available; 1 for SBI, and 1 ITFN. Technical specification of DCMS application is:


The agent based application uses web-logic

3.2.7 Knowledge Management System (KMS)

KMS is an Agent Scripting tool and also acts as a Knowledgebase Management containing information on the bank products as well as new market offers and releases. Scripting tool is used by the agent to help them in attending customer queries and lookup information on Product and services. 2 different access points are defined in KMS, one for bank officials and one for agent. Scripts are created and uploaded by bank with a control, using Maker / Checker process. Technical specification of KMS application is:

The application is based on ASP



A URL in the quick link section will be provided in SBI CRM, which will take the user to the existing Knowledge Management System, when implemented. No data will be stored in CRM. 3.2.8 Card Tracking System (CTS)

CTS application is the backbone of CC and is integrated with CTI. CTS is the main screen used by the agents. Application has a single interface based on login type; specific features are shown and enabled on the screen. CTS is used for multiple purposes like, provide delivery status of cards, provide screen pop for the agents and allow agents to wrap up calls. Technical specification of CTS application is:


The agent based application uses web-logic.

In CRM Customer 360, a separate tab or section for CTS will be provided with a placeholder to initiate the request, when implemented. Upon clicking on the same required input would be prompted and depending on the input respective card details would be fetched from CTS via a web service and displayed in SBI CRM screen. No data will be stored in CRM.

3.2.9 Income Tax Refund Order Status (ITRO)

This application is used to provide the service to all callers, who have PAN number information on status of their Income Tax Refund. Agent can search the information with PAN number, CMP reference number and Instrument number through this application. Technical specification of ITRO application is:


The agent based application uses web-logic.

On clicking of the URL, the ITRO screen will be opened in a pop-up, where the agent will get the relevant details that would be needed while communicating with the Customer. No data will be stored in CRM. 3.2.10 Pension Management System (PMS)

PMS is used to provide pension related services to all pension accounts including bank pensioners. Agent can search pensioner’s detail with pensioner’s account number. PMS is linked to complaint management system enabling agents to lodge complaints in PMS. Data flows through “web-service call” and status of these requests are shown back in PMS. Technical specification of PMS application is:

• The application is based on .NET ASP • Integration with Complaint management system is through a Web Service call.



On clicking of the URL, the PMS screen will be opened in a pop-up, where the agent will get the relevant details that would be needed while communicating with the Customer. If the Customer wants to raise a complaint on the said transaction in PMS screen, agent will use the existing “Register Complaint” option on PMS screen to raise the same. Upon clicking “Submit”, CRM web service to be called to create a case in CRM directly. No data will be stored in CRM.

3.2.11 Payment Tracking System (PTS)

This application is used by agents to track RTGS (information is captured from CBS) or NEFT payments of customers and for FO rupee remittance. Customer has to provide UTR Number, based on which a search is done. From PTS, complaints can be registered in CMS. Technical specification of PTS application is:

• The application is based on Java

Integration with Complaint management system is JSP pages with direct

database transactions.

The above applications are hosted on WEBLOGIC/TOMCAT/ IBM MQ platform with RADWARE supporting as load balancer. On clicking of the URL, the PTS screen will be opened in a pop-up, where the agent will get the relevant details that would be needed while communicating with the Customer. If the Customer wants to raise a complaint on the said transaction in PTS screen, agent will use the existing “File a Complaint” option on PTS screen to raise the same. Upon clicking “Submit”, CRM web service to be called to create a case in CRM directly. No data will be stored in CRM.

3.2.12. A/C Info:

In CRM Customer 360, a separate tab for A/C info will be provided, deposit and loan accounts would be displayed in 2 separate section, when implemented. Upon clicking on the particular account number, required input would be prompted and depending on the input, respective transaction details and balance would be fetched from CBS and displayed in CRM in a pop-up screen. No data will be stored in CRM. 3.2.13. OCAS (Online Customer Acquisition System):

SBI CRM Lead Management module would be used to provide update on OCAS Leads, when implemented. 3.2.14. SBI Buddy, SBI Finder, E-Mobicash BSNL:

Links in quick link section will be provided in CRM to access the respective systems, when

implemented.

The Bank plans to implement the following in the Phase 2 of CRM: The entire iResolve screen would be replaced with SBI CRM screen, having facilities of call control, displaying call variables, displaying of Customer 360 and capturing Agent dispositions.



Reason for delivering the requirement in 2 phases: This delivery requires additional development of a plugin to interact with ACD directly, this may lead to multiple iterations for development and testing and hence planned for 2 phases.

3.2.15 : Wealth Management:

The pilot for the Wealth Management is in process, and 5 dedicated desks have been provided at Bengaluru. The desks would be provided with a prospect base, scripts and FAQs. The potential leads would be contacted on their mobile number registered in CBS of the Bank, seeking their interest in the product. Call that are converted into leads will be uploaded in the system and will be followed by dedicated Acquisition Relationship Manager of the Bank. Calls made complying with TRAI guidelines.

Knowledge: Knowledge would be built in SBI CRM, for which a separate solution document will be shared across.

3.2.16. System Architecture:

• The Contact Centre is based on an IP-based technology platform;

• The Contact Centre uses industry standard hardware components;

• All agent applications are capable of being invoked remotely, from where a

central team tracks agent activity and performance;

• All Contact Centre servers, provide for fault tolerance;

• The system is well connected to the Bank network

3.3 Way Forward :

The Contact Centre is expected to be the ‘Backbone of Digital Banking platform of the Bank’. Keeping this in view, we expect to improve customer experience (delight), migrate customers from branches (customer’s first touch-point), Increase sales, etc. a “future Ready” Contact Centre, in short. The increase in calls completed in IVR, Improvement in End User Resolution/ C-Sat, enabling Service to Sales to achieve the stage of being a Profit-Centre, is envisaged. The future plan is to manage 360ocustomer interaction including social media.

The infrastructure refers to the physical facilities such as furniture, hardware, software, telecom infrastructure and arrangement for connectivity to SBI Card data sources (CRM portal for smooth operations). The operations would be on 24/7 operations and 365/ 366 days working. The successful bidder will put in place the following, but not limited, infrastructural facilities in all above identified Call Centre locations as well as all future locations, whenever operationalised:

Desktop, Head Phones, Connectors for the Call center team. Premises & Furniture Required floor space Locker facility for the employees



Lighting Air-conditioning Security systems – Access control system, CCTV with camera, provision of security

guards, smoke detectors, fire detectors and other general security alert systems, etc., Basic amenities e.g. water facilities / cloak room Canteen Facility Training rooms with furniture, projector and screen Power connection with power back up and UPS Standard firefighting systems Workstations, cubicles, chairs, etc., constructed / provided to suit a typical Contact

Centre Managers cabins and workspaces for functionaries – Management Team, HR, trainers,

Conference / meeting rooms with facilities.

Separate for Cabin for SBI Project Officers. Lifts / escalators, wherever required, X-Ray / scanning machines, for security purposes. 24*7 NOC Rooms / Hub rooms / Server Rooms / UPS Rooms (PR at Vadodara and

another for DR)

Incident Management Help-desk.

The Bank expects the new Bidders to come out with their capacities and capabilities to plan and introduce the following, but not limited innovations in the SBI processes, to be a state-of-the-art Contact Centre. The Bank may require the Bidder to establish facilities for catering to our Overseas offices / Subsidiaries with respect to Inbound / outbound calls / emails, whereupon the Bidder may be required to raise the bills or invoices on such offices / subsidiaries.

The future IVR call flow has to be designed in consultation with SBI.

3.4 Projected Volumetric

The following section gives the indicative volume projections for various channels the bank envisages for the next 4 years Capacity Description (All figures in crores)

Year 1 Year 2 Year 3 Year 4

Year 5

Jan’18–Dec‘18 (Volume in Nos.)




Jan., 22-Dec., 22 (Volume in No.s)

TOTAL

OFFERED

CALLS 24.00 28.00 32.00 36.00

40.00

TOTAL CALLS

TO SELF

SERVICE/BOTS 18.00 21.00 24.00 27.00

30.00

INBOUND

AGENT CALLS 5.00 4.90 4.82 4.60

4.40

OUTBOUND

CALLS –

VOICE DROP 0.08 0.10 0.13 0.17

0.22

OUTBOUND

CALLS –

AGENT

ASSISTED 0.80 1.00 1.25 1.50

1.85

E-MAIL

INBOUND 0.03 0.04 0.05 0.06 0.07



The increase in volumes vis-à-vis current volumes can be attributed to future increase in functionality in the contact center, on account of new functionalities being deployed. However, the reduction in Inbound Call Volume at Agent level, would depend upon the technological innovations and the additional call volumes that may come need to be handled. Note: 1) Agent Call volumes for Premium Services (International & Premium customers) is approximately 3% of inbound and outbound agent call volumes as mentioned in the table above. Currently, only English language is used for International Calls. 2) Figures in the table above are indicative projected volumes and the bank doesn’t promise to comply with it. 3.4.1 Plan for future:

In order to provide resolution to the callers, enhance customer satisfaction and increase revenue generation through the Contact Centre, the initiatives listed below are planned. The Vendor should be technically capable and ready to implement these initiatives as and when Bank is ready.

a) New services through the Contact Centre: Some of the activities that are

proposed going forward are as under:

Request for RD by transfer

Change in e-mail id request

Account transfer request

ECS / SI request

Card Replacement request

Home branch change request

Setting Auto-sweep request

SMS alert activation request

Adding and modifying nomination

Apart from the aforementioned services, the Bank may introduce other services

as per its requirement and readiness.

b) In the Outbound Contact Centre, following are intended:

Increase in number of Leads generated by utilizing:

i. Covering new products and running new campaigns.

ii. Utilizing new channels (e.g. ATM) to source leads

iii. Use of new analytics models/tools (such as journey based

analytics).

Connect Rate enhancement:

i. Using the segmented dialer strategy for high value leads (preview

dialer) and low value leads (predictive dialer)



ii. Prioritizing the leads based product and value. iii. Manpower planning on the basis of historical analysis of connect rates

in different time intervals across the customer segments.

Lead Capture enhancement:

i. Technology enablement to enrich customer interaction (e.g.

information sharing, live link sharing, pop-ups and auto-fill

features on Customer Service Agent screen, list of Products

pitched)

ii. Script simplification, incorporating key phrases for making sales

pitch and closing sales.

iii. Sales flow linked training program and visual dashboards for

performance management (showing Agent wise call quality and

Sales funnel / performance).

c) New-age technology tools, applications and management systems to be utilised

by the Contact Centre: The Bank desires to bring in journey-led transformations,

arrest customer complaints, reduce costs and drive multi-channel customer

acquisition by using the following technology tools and application. The Vendor

need to provide APIs and technical support required for integration with the

Bank’s CRM if the below mentioned innovations are procured by the Vendor. In

case these applications are procured by the Bank, the Service Provider should

provide technological support to integrate the Contact Centre infrastructure with

these applications as and when advised by the Bank. In the first phase, the Bank

desires to have the following:

Journey Analytics: It captures the interaction of the customer with the

Bank through all channels (Online / Offline / Contact Centre) across the

Bank, and helps in identifying the major reasons or journeys that drive

inbound volumes and designing tools to increase self-service. It also helps

in ensuring that customers are directed to the right agent/node for

resolution. The objective of Journey Analytics tools are:

i. Reduce Average Handling Time

ii. Decrease the repeat calls and inbound call volume handled by the

Customer Service Agents.

iii. Improve customer experience.

Behavioural Routing: This is an effective innovation, that makes use of

analytics to map the calls of different customers to identified Customer

Service Agents depending based on the following parameters: Customer

Service Agent skills (language, call-type, knowledge level, etc.) and

personality (e.g. interests, demographic, economic), customer’s historical



calls/ requests (e.g. past call issues, changes to account) and customer personality data (demographic, economic, etc.). The tool/application

should support the general features like FIFO, workload balance, etc. The

tool/application should allow routing rules to be modified manually on

short notice. Also, it should not take more than 1-2 working days to de-

activate/activate (Off / On) the application / tool after deployment.

It is expected to improve ratio of Service to Sales in inbound calls,

increase Customer Satisfaction and reduce Average Handling Time (AHT).

Virtual Sales Coach: It is an indicative name for an agent desktop solution

that enables Customer Service Agents to make sales more effectively. It

provides following features: suggest Next best product for sales through

Contact Centre based on analytical models, visual cues for identifying

right scripts for sales, and ready cues for objection handling such as

product USPs, benefits vis-à-vis with products offered by the competitors,

etc. In advance stage, it will also utilise the power of speech analytics and

behavior mapping. It is desired to increase Service to Sales by 5%.

Training Software: A number of software tools are available that records

calls and Agent actions which can be edited and observation can be

provided as text prompts and Voice-over. These tools may be used for

online training /briefing of the Agents. For an effective Customer Care,

the use Multi-Channel, Multi- Lingual Customer Care, Improving Workforce

Productivity by Monitoring Call Metrics, Optimizing Work Force for

Responsiveness, Knowledge Repository and Backend Integration and Train, Up-skill

and Align Agents would be beneficial.

Emotion / Sentiment Analysis: The tool should provide emotion analysis

and Customer Satisfaction score by analyzing the customer conversation.

These tools should help in identifying the conversations that need to be

handled on priority and wherein sales opportunities are available. The

tool should not to be limited to text conversation (i.e. email, chats) but it

is expected to have inbuilt speech analytics or capability to integrate with

speech analytics tools/ applications.

d) The Bank expects the new Vendor to initiate steps or processes to convert the

Contact Centre into a Customer Engagement Centre with emotions attached to

achieve the objective. The Bank further expects the new Vendor to make-over

the Contact Centre considering the state-of-the-art requirements and must come

out with their capacities / capabilities to plan and introduce the following, but

not limited to, innovations in the SBI processes:



Voice Routing Technologies:

Telephony infrastructure

IVR and voice portals for self-service applications, including speech-

enabled self-service

Outbound dialing/proactive contact

Virtual routing applications for multisite and work-at-home scenarios

Digital Channel Routing Technologies:

Multimedia contact routing and prioritization engines with real-time and

historical reporting:

Computer-telephony integration/web services interfaces — including

tools for integration with CRM software

Email response management

Web chat

SMS

Collaborative browsing

Social media

Live and prerecorded video

Workflow routing and management

Knowledge-based self-service

Workforce Engagement Management Technologies:

Workforce management scheduling tools

Session recording and quality monitoring, including speech analytics

Data mart and analytics systems.

The provision for enabling the following technological-driven services would be an

added advantage:

- Biometric authentication

- Artificial Intelligence

- Interactive Voice and Video Response System

- Video Contact Centre

- Virtual Relationship Manager.

The Contact Centre platform should also have capability to handle customer interactions

on popular Social Media sites and Mobile/Web applications available for

communication.

e) In order to improve customer experience, the following needs to be

implemented:

Re-designing the IVR Flow: IVR simplification, additional service

authorization and capacity investment can improve resolution rates at

Contact Centre and improve CSAT levels.



SMS/Emailing /Messaging for sending information to the existing and

prospective customers: The Vendor to take effective steps to reduce

AHT, especially in cases where the scripts are long or covers more than 3-

4 points that the caller would not be able to re-collect. In such cases, the

Vendor should have capability to send the script/details by SMS/email to

the caller instantly, simultaneously advising the caller.

f) The Bank also plans to switch Inbound / Outbound calls between Customer

Service Agents when the call volumes vary between them (automatically)

whenever the Bank decides so.

The Vendor should interface with any additional backend systems which may be rolled-

in for meeting all current and future functionalities of IVR. The CTI application to be

developed is to be integrated with all SBI back end applications. Please refer to all

relevant sections in the RFP.

Easy access to customers –SMS based info for prospective customers for loan and credit cards.

The latest bots or any other technological innovations related to Call Centers whenever, these

are developed, need to be shared and integrated with Bank’s systems, with the consent of the

Bank, based on cost-benefit analysis.

The Bank expects the Contact Centre to be full-blown Omni Channel Platform, whereby there

would be integration between different channels, so that the customers feel delighted.

3.4.2. Futuristic Plans:

The Bank plans to have these functions going forward, as and when the Bank finds it

appropriate to source these, considering all aspects:

Chat-bots: These are expected to assist customers on digital platform by

providing appropriate resolution. It will provide Level-I response to the customer

queries. Instances where the Chat-bot could not provide the resolution, the

responses will be provided by representatives of the Contact Centre (i.e. Level –

II) through chat. The communications at Level-II should be utilised for the Chat-

bot learning, hence, it is to be integrated with the Chat-bot application. The Chat-

bot can also be utilised for transactional support. In the end-stage, the Bank

desires to address around 12% of the customer queries/ requests, which are

being handled remotely, through Chat-bots.

Speech Analysis: These tools analyses voice communication and the customer

sentiments based on voice tone, modulation and volume etc. It is used to suggest

the next best action to the Customer Service Agents. The speech analytics tools

may also be used for analyzing screen and voice recording and quality

monitoring.



Voice Recognition System: The tool should enable callers to interact with the

Contact Centre using voice commands. Some of the features desired are

language and service selection using voice. It may also be used for capturing

customer feedback /survey. In advanced stages, the tools be used in combination

with Robotic Process Automation, Speech Analytics, and voice to text conversion.

Robotic Process Automation (RPA): The tools should have capability to

automate rule based processes. It is expected to integrate with other

applications and technologies such as chat-bots, CRM, IVR, etc. It will be good to

have screen scraping capabilities in the RPA tools.

3.4.3. Technological Procurement: The Bank reserves its right to withdraw / introduce any /

all of the services (stated in section 3.4.1 and 3.4.2) at a later stage. The Bank also reserves its

right to change or replace any or all of these technologies, if the situation so warrants. Further,

the Bank may procure any technological products, including ACD and other related / integration

applications, like recordings, PRIs, etc. in future.

3.5. Cutover & Transition Phase

SBI requires the selected bidder to adhere to a specific cutover and transition plan. The Vendor should be prepared to deploy all skills and languages during the start of Transition stage. Key definitions of stages

(1) START: SBI will issue an LOI to the successful bidder. Successful bidder should

execute contract with SBI.

(2) READY: The successful bidder is ready with all the required infrastructure, premises,

technology, people, processes and statutory requirements for transitioning of calls

from SBI’s existing setup and successfully handling them.

(3) TRANSITIONED: All call volumes that will be prevailing at the time of cutover and

period of transition will be deemed to be fully transitioned to the Vendor. The

TRANSITIONED stage itself will have 4 stages each (TS1, TS2, TS3, and TS4 signifying

10%, 30%, 60% and 100% volume transfer respectively). All relevant SLA’s will be

measured and monitored during this time.

(4) PILOT: This state will commence immediately after transitioned state and will be

continued till 4 out of 6 critical to quality parameters (CTQ) identified, as described

in the note under section 6.7.5 under Annexure E, reach their target values to

achieve steady state. All relevant SLA’s will be measured and monitored during this

time.

(5) STEADYSTATE: The process is running in its full volume and all target SLA values will

be measured and monitored during this time and penalties and performance

calculation if applicable will be applied.



Services to be transitioned The services to be transitioned will be the services that are identified in the service structure mentioned below. The outer time lines and governing criteria be read in conjunction with Table provided in Timelines (Section 4) of this RFP, for purposes of clarity.

Outer limit Time lines and governing criteria for transition: Stages Time to

start Duration of completion from Start

Entry criteria Start criteria Remarks

START

Immediate Immediate LOI. Intimation of work starts from BPO – Submission of project plan.

READY

START 28 Weeks Intimation of work starts from BPO. Submission of project plan

Intimation of readiness To transition from Bidder The successful bidder is ready with all the required infrastructure, premises, technology (including chat-bots), people, processes and statutory requirements for transitioning of calls from SBI’s existing setup and successfully handling them.

TRANSITIONED

TS1 (10% Volume)

END OF READY STAGE (go-live)

28 Weeks The successful bidder is ready with all the required infrastructure, premises, technology, people, processes and statutory requirements for transitioning of calls from SBI’s existing setup and successfully handling them.

Submission of MIS for 10% of volume handling for 8 weeks Successful running with 10% volume ( approx.. 0.165 lakhs calls/ day)

The volumes will be approximately 10% subject to PRI’s, States, locations being transitioned.

TS2 (30% volume)

END OF TS1 STAGE

36 Weeks Successful running with 10% volume Submission of MIS for 10% of volume handling for 8 weeks

Submission of MIS for 30% of volume handling for 8 weeks Successful running with 30% volume ( approx.. 0.495 lakhs calls/day)




TS3 (60 % volume)

END OF TS2 STAGE


Submission of MIS for 60% of volume handling for 4 weeks Successful running with 60% volume ( approx..0.99 lakhs calls/day)


TS4 (100% volume)

END OF TS3 STAGE


Submission of MIS for 100% of volume handling for 2 weeks Successful running with 100% volume ( approx.. 1.66 lakhs calls/ day)


PILOT

END OF TS4 STAGE


- Submission of MIS for SLA values and their reaching their steady state values by the end of 4 weeks

- Successful running of the Pilot at steady state criteria* for 2 weeks

STEADY STATE

END OF PILOT STAGE

Ongoing SLA’s reach steady state criteria

* Pilot to Steady State Criteria would mean 4 out of 6 identified CTQs as described in the note under section 6.7.5 under Annexure C, reaching their target values.

Please note: All timelines referred in the schedule above are in calendar weeks (7 days).

In case the Vendor is able to transition the Project earlier than the timelines in the table above, the call volumes can be preponed and shifted in consultation with the existing Vendor.

3.5.1 Service Structure

The service structure is matrix of 3 different elements Businesses: These are the business centres of SBI, and subsidiaries/JVs. Processes: These are typical processes serving one or more of the business units mentioned in the Business section Services: These are the procurable services for one or more of processes identified in the processes section and for one or more of the business identified in the businesses section Note:



1. The bank shall define the processes for handling all services through the Contact Centre,

in accordance with its policies.

2. The Vendor will service State Bank of India, and its subsidiaries/JVs

3. The Vendor will have to transition all the prevailing Contact Centre services of SBI to the

new setup and will be considered as part of scope of work. (Please refer to Section on

Operational set-up under 3.2. (A) – Current Set-up for reference)

The Vendor is expected to handle customer service for SBI’s subsidiaries/JVs (SBI Mutual Fund, SBI Credit Card, and any other tele-marketing service.) through a change request. Some or many of the particulars of this RFP and subsequent contract will be applicable to the above said change requests. 3.5.1.1 Business

The bidder is required to offer services for the following business departments

1. Banking (Includes but not limited to)

1.1. Personal Banking

1.2. Agriculture / Rural Banking

1.3. NRI Services / International Banking

1.4. Commercial and institutional Banking

1.5. Government Banking

1.6. SME

1.7. Stressed assets management

1.8. Business departments of SBI subsidiaries/JVs

1.9. Marketing & Cross-selling

2. Services (Includes but not limited to)

2.1. Internet Banking

2.2. Remittance

2.3. Demat Services

2.4. ATM

2.5. Mobile Banking

2.6. Insurance

2.7. Public Provident Fund

2.8. Safe Deposit Locker etc.

3. Loan Services

3.5.1.2 Process

1.1. Banking Customer service including

1.1.1. Inquiries

1.1.2. Transactions

1.1.3. Update Records



1.1.4. Complaint management

1.1.5. Service request management

1.1.6. Cross selling

1.1.7. Alerts and reminders etc.

1.2. Telemarketing

1.2.1. Lead generation & acquisition

1.2.2. Lead validation

1.2.3. Product sales

1.2.4. Welcome calls and other CLCM calling

1.2.5. Customer Surveys / polls

1.2.6. Soft recovery call

1.2.7. Any other process that may be required by Bus.

1.3. Reminders and alerts

The above services could be rendered using inbound and outbound voice / e-mail / video /chat /

voice self-service / snail-mail channels etc.

3.5.1.3 Service

The services that are to be availed from the bidder are classified into:

Regular services

o These are services that will be availed from the bidder routinely.

Premium services

o These are services that will be availed from the bidder routinely, for a

specific segment like premium & international customers.

Type of service Service

Regular services (01)Basic Contact Centre services inbound automated (IVR)

(02)Basic Contact Centre services inbound agent

(03)Basic Contact Centre services outbound automated (IVR)

(04)Basic Contact Centre services outbound agent

(05)Multi channel Contact Centre service e-mail.

Premium services (International Customers)

(06)Basic Contact Centre services inbound agent for Premium segment

(07)Basic Contact Centre services outbound agent for Premium segment

Man-day services (08)This service category is for any additional developmental work over and above the scope agreed, if and when it arises.

All administrative services like, configuration of agent log-in, liaising with third party, training, facilitation for audits, all other support services for complete operations etc., is assumed to be a part and parcel of the Regular & Premium Services No. 1 to 7.



Below is a detail on the Services Matrix:

Sr. No.

Services Definition of service

Unit Of Measurement

Method of calculation

Definition of method

Typical Service Treatment

1

(01)Basic Call center services inbound Automated (IVR)

This service signifies the Productive service provided for Productive inbound calls that are treated and completed on the IVR.(Not transferred to Agent)

Productive connect Minutes

Total time spent at IVR by productive inbound IVR calls which are completed on IVR.(Not transferred to Agent)

Productive inbound IVR calls: Those calls which are not dropped in the first 10 seconds in IVR and are completed in the IVR (Not Transferred to agent)

Prompt play, Collection of digits, Integration to third party systems

2

(03)Basic Call center services inbound Agent

This service signifies the Productive service provided for all Productive incoming calls that are answered by customer service agents


Total Productive time spent by customer service agents on all productive inbound agent calls

Productive Inbound agent calls: Calls which are not dropped in the first 10 second of an agent receiving the call. Productive Time: Time spent by agents on talking with the caller, holding the call for any productive purpose and for wrapping up to update systems while and post call.

Enquires, Transactions and Grievances

3

(04)Basic Call center services Outbound Automated (IVR)

This service signifies the Productive service provided for all the outbound calls that are d ialed out from IVR and answered by customer’s human voice


Total productive spent at IVR by Productive outbound IVR calls

Productive outbound IVR calls: Those calls which are not dropped in the first 10 second in IVR. Productive Time: Time Spent on IVR for playing prompts, collection of digits with a human voice at the other end.

Prompt play, Collection of digits, Integration to third party systems



4

(05) Basic Call center services Outbound Agent

This service signifies the Productive services provided for all the outbound calls that are dialed out by customer service agents and answered by Customer’s human voice


Total Productive time Spent by Customer service agents on all productive outbound agent calls that are delivered to them

Productive Inbound agent calls: Calls which are not dropped in the first 10 second of an agent receiving the call. Productive Time: Time spent by agents on talking with the human voice at the other end, holding the call for any productive purpose and for wrapping up to update systems while and post call.

Enquires, Transactions Grievances, recoveries, lead fixing, Welcome calls and similar functionalities

5

(06) Multichannel contact center Services

This service signifies the Productive service provided for all instances of multichannel call center functionalities. The multichannel call center functionalities will be defined currently as E-mail & Chat.

No Of instances

No of e-mails & chats handled

No of e-mails & chats received and responded to.

As per business need

6

(07)Basic Call center services inbound agent for premium segment (ITFN)

This service signifies the Productive service provided for all inbound calls for premium & international customer calls that are answered by customer service agents


Total productive time spent by customer service agents on all productive inbound agent calls for premium segment

Productive Inbound agent calls: Calls which are not dropped in the first 10 second of an agent receiving the call. Productive Time: Time spent by agents on talking with the caller, holding the call for any productive purpose and for wrapping up to update systems while and post call. Premium Segment: International customers of SBI and identified segment of domestic

Enquires, Transactions and Grievances



customers

7

(08)Basic Call center services Outbound agent for premium segment (ITFN)

This service signifies the services provided for all outbound calls for premium & international customers that are dialed out by customer service agents and answered by customer’s human voice


Total productive time spent by customer service agents on all productive outbound agent calls that are delivered to them for premium segment

Productive Inbound agent calls: Calls which are not dropped in the first 10 second of an agent receiving the call. Productive Time: Time spent by agents on talking with human voice at the other end, holding the call for any productive purpose and for wrapping up to update systems while and post call. Premium Segment: International customers of SBI and identified segment of domestic customers

Enquires, Transactions Grievances, recoveries, lead fixing, Welcome calls and similar functionalities

9

(09) Man days services

This service category is for any additional developmental work over and above the scope agreed, if and when it arises.

As per estimation and actuals mutually agreed between the Bidder & the bank



The Bidder specifies the scope, timelines and effort for the work and executes them accordingly

3.5.2 Functional Specification

This section details with the functional specifications for the new Contact Centre. The bank intends that the Contact Centre functions in accordance to industry best practices. The bank shall monitor the Key Performance Indicators for the Contact Centre and audit the Contact Centre’s performance on a regular basis. All requirements that are stated in Annexure ‘C1’ – Functional Specification Compliance section, irrespective of their compliance status, are to be scoped and estimated in the response to this RFP. Bidders are expected to clearly state their compliance levels in the Functional Specification Compliance sheet. However bank desires to have 100% compliance on Functional Specifications. The Bank at its discretion might propose to implement new initiatives like setting up Call Centre for RRBs sponsored by the Bank or any other project undertaken by the Bank, through a change request process.



Service to Sales must be the goal for being the state-of-the-art Contact Centre. Accordingly, the Inbound Agents must be able to convert Service calls to Sales by providing a high quality resolution to the caller with marketing and soft-skills. Please refer to Annexure ‘C1’ for details on Functional Specifications and Service levels. Below is the brief on Functional Specifications that are detailed in Annexure ‘C1’:

TABLE A: Brief on Functional Specifications:

Sr. No. Area Description

1 Mandatory Features & Functionalities in this section are mandatory hence to be fully complied.

2 Cutover & Transition

Process, plan and schedule for Cutover and Transition from SBI’s current Contact Centre to the new Contact Centre

3 Organization Design $

Organizational design, roles and responsibilities for key personnel in Contact Centre for the SBI process

4 Receiving Calls All processes associated with appropriate transfer of interactions to the Contact Centre including channel allocation, numbering plans and market segmentation and pre-routing between centers

5 Answering Calls All processes associated with successful answering of calls including identification of the caller, routing calls to the most appropriate resource and queue management

6 Resolution All processes associated with successful resolution of calls including information requirements, quality management, scheduling of resources and escalation

7 Information & Accessibility

Processes for access of information from the bank and the BPO. This process also broadly defines some aspects of the security requirements of the bank

8 Business Continuity

Complete Business Continuity Plan and Disaster Recovery for the BPO

9 Talent Management *

Processes for Talent Management in the BPO including recruiting, training, motivation and management of talent in the BPO

10 Facilitation Ergonomic specifications for the Contact Centre

11 Change Management

Process for management of minor and major changes during the course of steady state operations

12 MIS Process for Data and MIS requirements and schedule for the BPO

13 Analytics Analytical requirements from Contact Centre

14 SLA Process for monitoring, adherence and reporting of Service Levels for the Contact Centre

15 Governance Process and tools for governance of the Contact Centre operations



$ The Vendor has to use an appropriate design to meet the specifications. * Manpower (inbound) must be a minimum 10+2 (12th Standard Pass) / Graduate in the ratio of 75:25, with a mix of fresher’s / experience of 3-6 months in a call center, and a minimum skill set of at least two languages. However, agents with single set can be hired with the written consent of the Bank. For ITFN call handing (NRI Clientele) / HNIs, neutral accent is sufficient, whereas for international, British accent or as per requirement to be decided, in future. The quality of Agent must be commensurate with the job, a higher quality (minimum Graduate) for ITFN / HNIs.

Adequate number of Support staff and other managerial staff with a higher academic qualification and skills (experienced) is a must. There would be no re-badging of current staff. The ratio of staff would be as under: TL : Agents – 1:12 to 15 AM : TL – 5:1 QA : Agents – 35:1 Trainer : Agents – 75:1 Care to be taken to immediately replace capable and efficient Senior Support staff (above TL or equivalent), due to Attrition / Expulsion, within notice period of 1 month, else additional penalty of Rs.25,000/- p.m. will be charged, during the absence of each of such Senior Support Staff. Following few areas are mandatory for Background Verification checks as per RBI policy- - Character references – business and personal. - Employment verification. - Court Records verification. - PAN / AADHAR e-verification or any other identity issued by the Government. - Local Address verification check also to be obtained. In-house developer to be made available for SBI processes. The man-day services and its

costing would be mutually discussed and agreed upon with the selected Bidder.

Manpower design has to be based on all the requirements specified in the RFP and the desired

SLA and DR requirements to be met. Premium (ITFN / HNI) calls will be handled by a separate set

of agents dedicated for premium service only.

The Bank’s initial ‘Train the Trainer’ training timelines will be arrived at during the implementation stage with selected bidder.

All training that the Bank will provide will be in English. Vendor will have to take care of all regional requirements pertaining to training.

No personal items / gadgets are permitted inside the Contact Centre (production area and training).



The Bank intends to move towards more and more Outbound calls, with reduction in Inbound calls at Agent, considering the latest technologies and / or many alternate channels of contact with the customers.

TABLE B: List of Sub-Sections in Functional Specifications

Sr. No. Area Subsections

1. Mandatory Mandatory Functional Specifications

2. Cutover & Transition

Cutover & Transition

3. Organization Design

Design

4. Receiving Calls Market Segmentation

Channel Assignment

Numbering plan & Sizing

Call Carriage

Pre-routing

5. Answering Calls

Identification of Customer

Routing

Queue Management

6. Resolution $ Authentication for Account Balance

Knowledge Skills (KMS tool to be developed)





Proactive Contact & Self Service

On call Processes

Escalation

Call back Management

7. Information & Accessibility




Acquisition

8. Business Continuity

Business Continuity

9. Talent Management **

Recruitment (refer remarks in brief above)

Training

Team Management

Rewards & Recognition

10. Facilitation ## Ergonomics

11. Change Management

Change Management



12. MIS MIS

13. Analytics Analytics

14. SLA SLA

15. Governance Governance

Certification

$ Provision to contact customers whose calls dropped to be made for use whenever need arises. ** SBI & Vendor will jointly create the course content and the Vendor will develop training material with the help of SBI. SBI would not incur any charges for training / certification carried out by Vendor for SBI process. Please refer to all relevant sections in the RFP.

SBI will not provide stationery which is required for letters and other stationery requirements.

For cost effectiveness and customer satisfaction, Bank will be doing continuous improvement initiatives.

Read only access to the Knowledge System will be given to Vendor. If required, reviewer access will be provided to the Vendor. Any modifications required can be suggested by the Vendor to the Bank. Vendor should develop the KM tool. Please refer to sub section ‘Knowledge Skill’ under ‘Resolution’ Section in Functional Specifications, and sub section ‘Knowledge Management’ under 'Desktop Application' Section in Technical Specifications. Read only access will be given to Vendor. Any modifications required can be suggested by the Vendor to the Bank. ## Work station: 1) 70 Sq ft specification mentioned in the RFP is inclusive of common facilities for Contact Centre as given below: Agent workstations, Expert Bench workstations, Manager/Process Owner’s Cabins, Operations Manager’s Cubicles, Training Room, Pantry/Cafeteria, Toilet Blocks, Locker area, Reception/Security Stations and Utilities Room (AC & Electrical). 2) Minimum 24 sq ft operational area per agent workstation. Operational area for the agent workstation is the space required for the agent terminal and accessories, Phone, chair and ergonomic seating arrangement. 3) Suitable work stations need be provided for the Support Staff as well to perform conveniently. 4) No telephone connection need be provided in the production area / floor. If need be, CCOD can be linked with 2 hard-phones, so that the access to any SBI Officials / Sr. staff of Vendor can be contacted.

The Quality and MIS teams should be stationed in floor, but within a closed environment and entry restricted by access card.



In case of a disaster, bidder has to decide on the volume of calls of the location under disaster and those should be handled in other locations based on the specifications given in FS BCP 13, FS BCP 14 and FS BCP 15 under section 'Business Continuity' of Functional Specifications- IT. Please also refer to all other relevant sections in the RFP. The overall volume load is expected to be more or less evenly balanced between locations during normal times.

The bank will try to facilitate the successful bidder to visit the center of the Vendor for site-mapping, but, there is no commitment from the Bank.

Analysis to be done by the Vendor to differentiate between HNI customers to ensure faster / best services (skill-wise routing).

The manpower should be a dedicated team. There has to be dedicated training rooms for the SBI processes. Entry in training room should be through access card. . The Vendor should undertake to ensure need-based enhancements / upgrades that may be required from time-to-time to support the functionalities envisaged in this RFP without any additional cost. However, if the same requires additional technological requirements or a higher skill-set, the same will go through a change request process. MIS reports must be auto-generated from the extracts, and be directly uploaded on website.

3.5.3 Technical Specification:

The complete Contact Centre solution needs to be implemented on outsourced model at bidder’s premises. The entire required infrastructure for the functioning of Contact Centre as per SBI’s requirements, is to be arranged & managed by bidder. Please refer to roles and responsibilities in Annexure C2.

All requirements that are stated in Annexure ‘C2’ - Technical Specification Compliance section, irrespective of their compliance status, are to be scoped and estimated in the response to this RFP. Bidders are expected to clearly state their compliance levels in the Technical Compliance sheet. All the listed applications mentioned in RFP are critical. Access mode is already indicated in the RFP. Bandwidth is procured on the basis of utilization reports. Any supporting documentation may be added into Annexure ‘M’ of the response.

Below is the brief on Technical Specifications that are detailed in Annexure ‘C2’:

Sr. No. Area Description

1 Mandatory Features & Functionalities in this section are mandatory and, hence, to be fully complied with.

2 ACD Proposed ACD should comply to the Features and Functionalities in this section

3 IVR Proposed IVR platform should comply to the Features and Functionalities of this section

3 (A) PRIs Toll Free Numbers to be backed by 180 PRIs in DC and 179 in DR maintaining the 50% co-relation in DR and DC.



4 Appendix A IVR Features

Proposed IVR application should offer the Features mentioned in this section

5 CTI Proposed Computer Telephony Integration (CTI) platform and applications should comply to the Features mentioned in this section

6 Multimedia Features to be complied as part of proposed Multichannel in the Contact Centre

7 Reporting @ Proposed reporting sub system should comply with the features mentioned in this section. Please note that any compliance here will be applicable to all proposed sub systems unless specifically called out by the bidder.

8 Logger Proposed Quality Monitoring and Screen & Voice recording solution should comply to the features proposed in this section

9 Fault Tolerance Compliance of features for redundancy and failover scenarios in the Contact Centre

10 Advanced Services

Proposed solution should be capable of these features, but are not required in the initial deployment of the solution. SBI will intimate as when to implement this at a later stage.

11 Speech Capabilities

Proposed solution should be capable of the features mentioned in the speech capabilities section, however SBI will intimate as to when it has to be deployed.

12 Authentication Features that are required from the authentication perspective.

13 Architecture Features that are required from the architecture perspective.

14 Integration Features that are required from the integration perspective

15 Dialer Features and functionalities required on the dialer proposed as part of the solution

16 MIS Proposed solution should comply to the list of features mentioned in this section

17 Application Development

All application development including but not limited to IVR, CTI, desktop application, Portal etc. should comply with this section.

18 Desktop Application

The proposed agent desktop application should comply to this section

19 WFM The proposed Work Force Management system should comply to this section

@ A unified reporting system, on real-time basis, covering all the reports in a dashboard, that can be easily extracted at Contact Centre and by the Project Officers on the sites, with a provision to modify the search requirements to extract the same must be provided. The successful bidder shall provide a solution to generate standard reports including reports to verify KPI & SLA parameters and regulatory & statutory reports. In addition, it should also be capable of generating Adhoc/customized reports. Reports should also be available in web-enabled format & should be configurable to be e-mailed to a defined mailing list. This is also on the basis of IT solution which would be commonly agreed between SBI and successful bidder.



Since the CRM tool would be form SBI as far as reports to be extracted from CRM are considered, the same would be extracted and published by the SBI WFM team. However, the

successful bidder needs to take download for the same.

The call distribution between different transactions types will keep varying from time to time based on business scenario.

Screen recording: Three months live data for both Voice + Screen recording is required and for other channels retention period is as per SBI requirement and prevailing statutory acts (Eg. IT ACT 2008), that are to be retained for 10 years. The recording should be transferred to SBI in two copies on a monthly basis. Thereafter, the call recordings must be purged. A quarterly certificate in this regard to be provided to the Bank. The necessary set of hardware / software for playing the recordings need be provided to the Bank.

SBI system is accessible through intranet (dedicated WAN Link) only. Based on business needs, internet connectivity requirements, if any, will be requisitioned and the Vendor should provision based on relevant IT & IS policy of SBI.

All available data should be provided, during the implementation stage with the selected bidder.

The in scope process documents will have to be created by the successful bidder in consultation with the bank.

Please refer relevant sections in the RFP for the Connectivity Details. Bidder should be flexible and open to provide such interface / connectivity in future if required.

Currently, all the existing applications / interfaces as mentioned in the RFP needs to be integrated. Also, please see all the relevant sections of RFP for integration capabilities and needs.

All required CRM tools, Client-server applications would continue to reside at the SBI Global I.T. Centre, Belapur. SBI will retain ownership of all its applications, and license its Software Hosts. For all Vendor developed applications all licensing and related hardware-software should be taken care of by Vendor.

Modifications to SBI owned applications, if required, will be done by SBI.

All IT infra including domain controller and Voice set-up has to be physically and logically segregated. All technology, network and telecom components should be procured new and used exclusively for SBI, and subsidiaries/JVs.

Systems (Desktops and Servers) will be independent domain controller at B Vendor PO location which will be configured / installed as per the SBI IT & IS policies.



Bank will provide the gateway for SMS. Bidder will have to provide the facility for sending SMS. Bidder shall also provide email manager to achieve the stated functionalities mentioned in all relevant sections in the RFP.

Currently, direct internet access – only white-listed URLs are allowed through firewall / proxy. Based on business needs, requirements, if any, the same may be requisitioned and the Vendor should provide, based on relevant IT & IS policy of SBI.

The relevant portion of Bank’s IT & IS policies would be discussed with the Bank’s selected bidder.

Bidder will have to provide physically and logically segregated area for the SBI processes. Separate components with latest technology, factory reset updated with latest patches are required, and after termination should be again factory resetted. Dedicated Data Centre / HUB and NOC / Tech Support Room for the process, is required.

IVR Tree to be changed / modified frequently to ensure the same relates to changing situations. All prompts of IVR must be recorded with good quality including pitch modulation and accent through studio to ensure flawless and consistent IVR announcement. No recording charges, in this regard, would be applicable for modifications / alterations and new recordings.

Table D: List of Sub-section in Technical Specifications

Sr. No. Area Subsections

01. Mandatory Mandatory Functional Specifications

02. Cutover & Transition Cutover & Transition

03. Organization Design Design

04. Receiving Calls Market Segmentation

Channel Assignment

Numbering plan & Sizing

Call Carriage

Pre-routing

05. PRIs Toll Free Numbers to be backed by 180 PRIs in DC and 179 in DR (maintaining 50% co-relation between DR and DC.

06. Answering Calls Identification of Customer

Routing

Queue Management

07. Resolution Authentication for Account Balance

Knowledge Skills







Proactive Contact & Self Service

On call Processes

Escalation

Call back Management

08. Information & Accessibility




Acquisition

09. Business Continuity Business Continuity

10. Talent Management Recruitment

Training

Team Management

Rewards & Recognition

11. Facilitation Ergonomics

12. Change Management

Change Management

13. MIS MIS

14. Analytics Analytics

15. SLA SLA

16. Governance $ Governance

Certification

The ratio of DR and DC of 50% to be increased as and when required, and maintained throughout the currency of the Contract, till termination.

All technical support in respect of APIs (IT / Tech CRM) and other support systems are to be provided during the currency of the contract till termination of the contract.

Configurable access – role-based availability to be ensured.

Dynamic report of all calls are required. Provision to be made for any additional reports that may be required, in future. However, in case of any additional technology requirement for generating such reports or it requires enhanced manpower skill set, the same will go through a Change Request Process. $ Regular monthly certification is a must in case the Right to Audit by Bank is not permitted. The certification is required from the empaneled auditors by CERTIN (Computer Emergency Response Team India).

The Bidder to provide the Bank with regular MIS on performance in the form of Dashboards and Reports. This MIS will be published in the self-service portal, wherever feasible. The Bidder will create a web-based one-stop- shop / window portal for all operations where all information pertaining to operations can be reviewed.



X-Ray machines for scanning of Bags / boxes need be installed at the main entry point, for detecting and preventing of any unauthorized items in the floor / production area. All call variables to be passed on to CRM.

While the solutions would be explored below mentioned line items are non-negotiable.

Warm transfer between the centers for escalation calls (Customer wanted to talk

to supervisors) & retention calls

Integration of call center solution to API’s (Application Programming Interface) of

SBI.

Guidelines to respond to Functional & Technical compliance:

Sr. No.

Requirement Description

Requirement Type

Bidder Comments

Compliance

(FC, PC, NC)

Remarks The bidder could provide information in this section if he feels he needs to substantiate his response. This section will be only informative and will have no bearing on the scoring.

<1> <2> <3> <4> <5>

Column Description Field Editable

Permission

<1> Serial Number of the Requirement provided by SBI

The bidder must not change any information in this column

<2> Contains detailed requirement description The bidder must not change any information in this column

<3>

Requirement Type:

● Type Information (I) specifications are

for all kinds of information to be noted

by the bidder and are to be read

contextually with the requirements

either preceding or succeeding the

specific requirements

The bidder must not change any information in this column



● Type Alpha (A) specifications are normal

specifications of the service that SBI

requires

● Type Beta (B) specifications are those

that have been identified to be

important for required quality of service

<4>

Compliance – The bidder is required to select from drop box provided for each line item indicating degree of compliance to the stated requirement

● Full Compliance (FC): All responses under

this category for requirement type Alpha

(A) and Beta (B) would mean that the

bidder is fully compliant to the

requirement stated. All responses under

this category for requirement type

Information (I) means that the bidder has

noted the requirement and has read it

contextually with the requirements

either preceding or succeeding the

specific requirements

● Partial Compliance (PC): All responses

under this category for requirement type

Alpha (A) and Beta (B) would mean that

the bidder is partially compliant to the

requirement stated.

● No Compliance (NC): All responses under

this category for requirement type Alpha

(A) and Beta (B) would mean that the

bidder is not compliant to the

requirement stated.

The bidder to select only one option (FC, PC, NC) of the three

<5>

Bidder Comment - The bidder could provide information in this section if he feels he needs to substantiate his response. This section will be only informative and will have no bearing on the scoring.

The bidder can edit this column.

Note:



a. Any requirement that is not responded to would be considered as ‘No

Compliance’ and scored accordingly for evaluation.

b. The bidder comment section will be only informative and will have no bearing on

the scoring.

c. The response in the above chart is independent of current position of compliance

status. However, the bidder should meet the capabilities as detailed in the

response while managing/operating SBI Contact Centre.

Prior approval of the Bank to be obtained before any auditor visits any of the site(s). Any audit report obtained by the Vendor internally to be shared with the Bank immediately on receipt thereof, by the Vendor.

3.5.4 Project Location

The New Contact Centre will be executed from bidder‘s premises where Contact Centre services will be offered from 3 locations (all existing) initially and can be expanded. The Contact Centre must be located in Vadodara, Bengaluru, Agra & Kolkata (existing sites), Hyderabad and one more site out of Bhopal / Indore, as per bank’s discretion. The number of seats per site is expected to be around 350 at each site, and, the seating capacity per site should include 50 seats to be augmented at a short notice. The Bank expects that the number of sites could be between 8 to10 in a couple of years, considering the anticipated increase in Inbound/ Outbound calls. However, the Bank reserves the right to modify or add any location, considering other aspects as well, and the decision of the Bank in this regard would be final.

The bidder will progressively add new locations as and when any existing location crosses a capacity of 300 seats. Bank would prefer to add new locations keeping in mind call carriage cost and spread into different linguistic zones. The additional centers proposed must be such wherein the call volumes of regional locations be catered to conveniently, Seismographically stable with accessibility.

Bidder to provide a narrative description of the proposed location for the Contact Centre, as part of Annexure ‘M’.

The bidder to include the following information:

Corporate Office of Indian Vendor

Geographical locations of Contact Centre proposed for SBI

Description of Vendor’s existing capabilities, capacity, and resources at the

proposed locations, if any

List of clients serviced at proposed locations, if any, In case Vendor proposes to

give new set-up then their description would not be needed.

Any other notable facts that may demonstrate the Bidder’s Vendor’s unique

qualifications and aid in the selection process.



Note: As part of the evaluation process, SBI may visit the existing Contact Centre locations of the shortlisted bidders. As well, the Bank reserves the right to conduct site visits (through its own personnel or specialist consultant) at existing and proposed locations of Contact Centre that are being operated and managed by the shortlisted bidder.

3.5.4.1 High Level Architecture for Contact Centre

The architecture mentioned below is an illustration of the current Contact Centre.

Network Architecture:

Bidder to provide the architecture in their Bid.

The architecture proposed for the Contact Centre should be a hybrid, highly redundant system, with centralized management control and call handling at the Contact Centre. The number of locations starts with six and expected to move progressively to 8 or 10 based on the volume increase during the tenure of the contract. All necessary components like ACD, IVR and PBX’s Loggers, CTI, WFM, Voice gateways, reporting servers and all supporting systems are part of the architecture.

Design Parameters:

● Vendor to ensure that all critical components in each of the Contact Centre

should be 100% redundant. (Critical Components include Telecom Subsystem,

Network Subsystem, Contact Centre Subsystem and IVR Subsystem. Please refer

RFP section 6.6.1 SLA for subsystem definition)



● Vendor to ensure that all non-critical components should be N+2.

● If there is a disaster scenario in any one of the Contact Centre, Vendor to ensure

that other Contact Centre sites that are up and running should be able to handle

the load of the Contact Centre that is down.

● Vendor to ensure that redundancy is available and maintained even during

disaster situations. Please refer to tab ‘Business Continuity’ in Annexure ‘C1’

Functional Specifications.

● All the Contact Centre sites and critical components should be in active-active

mode at all times.

● In case of failure of any system, and where the OEM is unable to provide any

solution for whatsoever reason, and the functioning is affected adversely for

over an month and is expected to remain so, the Bidder must (i) intimate the

Bank in writing advising the nature of defect and the time for upgrading, and (ii)

in case the same system cannot be upgraded by the OEM, for whatever reason,

the Bidder has to intimate the Bank in writing and at the same time initiate steps

to ensure continuity of services, else the entire bills for that month(s) would be

forfeited. This also includes any sudden spurt in call volumes, whatsoever be the

reason, and the failure to address the situation within the said timelines.

All locations will have agents connected to agent desktops and phones through a LAN. The locations should be connected through a fully redundant trusted and secured network to allow for overflow of calls, if necessary. The banks data center will be connected to the locations through a redundant WAN network owned by the bank.

The banks Toll free lines will terminate at the PRI’s procured, owned and managed by the Vendor at locations. The TATA POC will terminate at the PRIs owned by the Bank and managed by the Vendor. The architecture should fully utilize latest technology like IP and SIP and, however, should be able to accommodate TDM based interfaces, components wherever necessary. The Vendor should deploy components so that the specifications in Annexure C2-Technical specifications and relevant portions in Annexure C1- Functional specifications are complied with and should support the SLA’s for availability, restoration and KPI’s.

The above architecture is an illustration and each bidder will have to provide a detailed breakdown of the architecture. The proposed architecture should include logical and physical architecture of the solution.

Vendor will have to ensure that the proposed architecture supports integration and interface to both the Primary data center, GITC, Belapur and the DR data center, Hyderabad of SBI, or any other Centre, in case of any requirements or eventualities in future.



The Successful Vendor has to constitute a Business Continuity Committee with a view to conduct quarterly review meeting and suggest changes in the BCP-DRP that will be approved by the Bank, subsequently.

Vendor to ensure that access of Integral URLs of the SBI (SBI Times, Ethics, etc.) would be provided to all officials across all locations by coordinating with concerned SBI deptt./ Service Providers through arranging the Proxy, etc.

All components proposed in the solution should be able to be tenanted for each of SBI's entities (SBI and subsidiaries, JVs, etc.) who will also use the services.

In case there is any delay in deployment of SBI CRM, Bidder will have to build a Browser-based CRM application which will be hoisted at Bank’s data-center, and will integrate to SBI, and subsidiaries/JVs and its respective applications.

Component Table:

Component SBI Vendor Hoisted at

Voice/Media Gateways √ Vendor

IVR √ Vendor

ACD √ Vendor

CTI √ Vendor

Logger √ Vendor

Dialler √ Vendor

WFM √ Vendor

Reporting servers √ Vendor

PRI’s √ Vendor

LAN and LAN components √ Vendor

WAN and WAN components between locations √ Vendor

WAN Link between SBI data center and locations √ Vendor

Desktops and accessories √ Vendor

Phones and headsets √ Vendor

Toll free and Toll numbers √ TSP

Power Supply and UPS √ Vendor

NOC and Helpdesk √ Vendor

Scrubbing of data √ Vendor

CRM Server √ Bank

Emails & SMS √ Bank

APIs * √ Bank / Vendor

* The Bidder should provide APIs for integration and the integration with the other technology platforms need to be taken care by the Bidder. For integration with CRM, (developed by Bidder or provided by the Bank) the API should be as java script or .net (dot net) on the technical arena. Please also refer to Section 3 on CRM.



All information given in the section ‘MIS-Billing’ under tab ‘MIS’ of Annexure C2 – Technical specifications compliance, which is used for MIS billing, will be certified as accurate by technology platform principal, every quarterly.

Note:

1. All technology components should be procured new and used exclusively for SBI,

and subsidiaries and JVs. All BOQs / BOMs for the Tech Infra deployed for SBI

would be made available to Bank for inspection / Audit or verification purposes.

2. The technology architecture submitted by the successful bidder, will go through

an approval process by SBI and may be subject to changes. The successful bidder

will incorporate these changes.

3. Bidder to submit a detailed document on the technology architecture proposed

for SBI Contact Centre and include it in Annexure ‘M’ of the response.

4. All components proposed in the solution should be able to be tenanted for each

of SBI's entities (SBI, and subsidiaries/ JVs) who will use the services. Please refer

section ‘Tenanting’ under tab Architecture in Annexure ‘C2’ – Technical

Specifications Compliance sheet.

3.5.5 Change Management Process

To ensure timely and the best service for its customers; the bank would require to make changes on its systems. These changes could include technology and operational / functional changes. The Bidder is expected to have a robust internal change management system that could support the bank’s needs.

Any change at Bidder will be documented and relevant system log should be kept for 2 audits. The Bidder will quote for a man-day rate for any new requirement of the bank from steady state stage, only for major changes (major changes are those wherein the development period exceeds 5 man-days, as discussed and finalised with the Bank). All changes will be executed by the Vendor within the agreed schedule.

The Bidder will quote for Commercials for any new requirement of the Bank from Steady State stage.

SLA for Change Management – Penalty slab on the cost of development – as per SLA 41:

- within timelines finalised with Bank No penalty

- Within 7 days of specified number of days 0.25%

- Over 7 days 0.50%

In case the delay is from Bank’s side or Bank’s technology Service Provider, then this penalty would not apply.



Please refer to Annexure ‘C1’ Functional Specifications for details on Change Management Process.

4 Timelines

The period of initial contract will be for 5 (Five) years and may be extendable for further 2 (two) years, on the existing terms and conditions, at the sole discretion of the Bank. If the Bank does not extend the contract for the further period of two years, then the contract shall stand extended for two years from the expiry of the contract on the same terms and conditions.

The go-live date for the Contact Centre to commence transition will be 28 weeks from date of issue of LOI, and to complete 100% transition will be 42 weeks from date of issue of LOI. As part of the Bid, the bidder shall submit a detailed project plan detailing all activities needed to be completed during the transition phase and before go-live date, assign responsibility for the activity and scheduled completion date for the same. The bidder will conform to the project plan submitted as part of the Bid response.

The bidder will have to adhere to the cutover & transition plan as given in the timeline table below. The bidder under no circumstances will be allowed to go beyond the 48 weeks schedule mentioned in the timetable below:

Cutover & Transition Plan

Weeks

Transition Stages 2 4 6 8

1

0

1

2

1

4

1

6

1

8

2

0

2

2

2

4

2

6

2

8

3

0

3

2

3

4

3

6

3

8

4

0

4

2

4

4

4

6

4

8

Start (LOI / Contract to commence work)

Ready (All infra, premises, people & technology ready)

Transitioned (Ready to go live stage)

TS1 10% Volume - (At launch)

TS2 30% Volume – (Successful handling of 10% volume)

TS3 60% Volume- - (Successful handling of 30% volume)

TS4 100% Volume- (Successful handling of 60% volume)

Pilot (Successful handling of 100% volume)

Steady State (SLAs in steady stage)



Bidder to ensure smooth transition of the existing Contact Centre operations within the elapsed time as specified in the plan above. Please refer to section on performance pay and penalties for special payment structure for cutover and transition phase. In the event of delays due to unavoidable situation beyond bidder’s control, the bidder shall foresee such incidents and bring it to the notice of the Bank, 2 weeks in advance of the planned time with alternate solution as a stop gap arrangement, not exceeding beyond 15 days. All such incidents shall be reviewed by bank to evaluate the severity of situation. Bank reserves the right to accept or reject such alternate solutions.

Volume testing and ramp-up of new operations will happen during Transition

Phase in 4 stages as follows (all weeks are from go-live stage):

- Transfer 10% of calls from existing to new operations in 8 weeks




Post volume testing and successful transition of 100% calls to new operations,

Bidder will focus on quality parameters and SLA adherence as follows:

- Pilot stage with all quality parameters & SLAs implemented from 43rd week

to 48th week

- Steady stage with all SLAs stabilized by 48th week.

- SLAs and KPIs will come into picture after 48 weeks for rewards / penalties.

The selected bidder shall perform the services and comply in all respects with the dates and hereby agree that failure on part of the bidder to meet the dates without prejudice to any other rights that SBI may have, may lead to termination of contract at the discretion of SBI. In case the Bidder is unable to complete the Transitions within the scheduled timelines, the Bank reserves the right to cancel the LOI and terminate the contract forthwith, without incurring any financial liability. In case the delay has been communicated in advance by the Bidder and agreed upon by the Bank, then above provision will not apply. The same will also not apply in case the delay is from Bank’s side or Bank’s technology Service Provider.

5 Response to RFP

5.1 Introduction

Refer to Point No. 10 of Part-I of this Document, and Schedule of Events in Part-II for full details.



5.2 Clarification and amendments of RFP documents

Refer to Point No. 7 of Part-I of this document.

5.3 Preparation of Bids

These are covered in detail at para 6 to 15 on page No. 7 to 16 in Part I of the main document.

5.4 Evaluation of Bid

Refer to Point no. 16 of Part-I of this document.

5.5 Bid Opening Process

SBI will open the Technical bid, in the presence of bidders’ representative who chooses to attend, at the time and date mentioned in Bid document at the address mentioned in Section 5.5 of this document. The bidders’ representatives who are present shall sign register and all covers and first page of all technical bids of all bidders, evidencing their attendance.

5.6 Compliance to qualifying criteria

Bidder will have to fully comply with the eligibility Qualifying Criteria mentioned in Annexure ‘B’ and all the Mandatory Specifications stated in Annexure ‘C1’ and ‘C2’ of this RFP, for which the compliance will have to be denoted and submitted. Non-compliance to any one or more mandatory criteria will disqualify the bidder.

5.7 Evaluation Process

Those bidders who have qualified as per Section 5.7, will be further evaluated. The evaluation and selection of successful bidder will be a 3 stage process as follows:

5.7.1 Stage 1: Technical Evaluation

Technical Bids to the RFP would be evaluated on the functional & technical criteria set in Annexure ‘C1’ , ‘C2’ and the mandatory points in Annexure ‘B’ (eligibility criteria) for compliance and by assigning the relevant scoring on each of the technical parameters as below:

Bidder will have to fully comply with the Mandatory Criteria in Annexure ‘B’ of

this RFP. Non-compliance to any one or more criteria will disqualify the bidder.

On qualifying to the Mandatory criteria in Annexure ‘B’, further scoring will be

done on criteria mentioned in the subsequent sheets of:



- Annexure C1 and C2 - Functional specifications and Technical

specifications.

The Functional & Technical specifications are categorized in 3 types as: - ‘I’- Information: Type Information (I) specifications are for all kinds of

information to be noted by the bidder and has to be read contextually

with the requirements either preceding or succeeding the specific

requirements

- ‘A’- Alpha (Normal): Type Alpha (A) specifications are normal

specifications of the service that SBI requires

- ‘B’- Beta (Important): Type Beta (B) specifications are those that have

been identified to be important for required quality of service.

The scoring for each specification in the compliance sheets will be as per the table given below:

Type I-Information A-Alpha-

Normal

B-Beta –Important

Full Compliance No score 1 5

Partial Compliance No score 0.5 2.5

No compliance No score 0 0

Compliance Not Mentioned No score 0 0

More than one compliance

criteria selected against one

parameter

No score 0 0

Any remarks columns will be used for information only and will not affect either the scoring or the scope of technical and functional specifications. Note:

a) Any requirement that is not responded to would be considered as ‘Not Complied

with’ and scored accordingly for evaluation.

b) The bidder comment section will be only informative and will have no bearing on

the scoring.

All bidders must submit their technical bids considering their capabilities and capacities that need to be elaborated in detail in Annexure-M and must include, but not limited to, the Scope, Fundamental and Technical Specifications as well detailed solutions, wherever sought for, specifically. The explanation provided in Annexure ‘M’ will also be used to understand the responses better.



All bidders to make a presentation to SBI representatives on their response to

RFP. A soft copy of presentation to be made available to Bank prior to

presentation meeting. The dates for such presentations will be declared after

opening the technical bid.

If necessary, site visit to the bidder location where the bidder proposes to

operate SBI Contact Centre process.

Qualifying criteria for Technical Bid is as follows:

(a) 100% compliance to all mandatory sections of Annexure ‘B.

(b) The bidders who satisfy condition (a) above will be ranked based on their combined

score on Technical & Functional Specifications compliance. In case of a tie in overall

scores the % full compliance in category beta (B) type will be further used for

ranking, only for bidders who are tied. The scoring strategy would be as under:

(i) Credibility – (a) Market - Customer Base, References, Longevity, (b) Financial

strength for BPO operations - Organisation Turnover, Consistent Profit,

Consistent Growth, Net Worth, Ownership Structure, Number of seats and

number of locations, Takeover / Merger details, (c) Certifications –

(Operations/ Contact Centre domain), (d) Legal - Legal, Quality Management

Systems, Security, Awards & Accolades, (e) Experience - Experience in BSF/

PSBs / Domestic Banking.

(ii) Quality – (a) Initiatives to improve quality of services, 6sigma / quality

certifications, (b) Personnel - Average tenure of agents, Average tenure of

senior employees, Average qualification, Attrition, Multi-lingual capability,

(c) Multi-site availability - No. of locations in India, Readiness to operate from

other centers – where there is no site, (d) Technology - Expertise in Contact

Centre platform, Expertise in integration with third party systems, Usage of

latest bots, biometric voice recognition, Robotic Process, Automation of

training systems / methods, software, etc., Disaster Recovery, Telecom Infra,

Development capabilities, Voice & Screen Recording, Design & Operate self-

service, Multi-channel capability, (e) Analytics - Experience in Contact Centre

Analytics, Innovation.

(iii)Site visits – Technological innovations, Security features, other parameters worth

emulating, etc.

The cut-off for Technical Score would be 60% of the Total Technical Score; the cut-off

for overall score would be 70% for qualifying, under the eligibility Criteria.

(c) Based on ranking as specified in condition (b) above, Bank reserves the right to shortlist any number of bidders for next round of evaluation, including site visits.

Maximum eligible score would be 100. This score would be known as Final Total Score

(FTS).



5.7.2 Stage 2: Indicative Price Bid (Request for Quote – (RFQ)

Specific details on information of Indicative Price Bid are provided in Annexure-‘F’. “Bidder should quote a price wherein the OEM of the technological solution should continue supporting the technology operations, till the termination of the contract.” The Indicative Price Bid must include all the price components mentioned. Prices are to be quoted in Indian Rupees only. The Indicative Price Bid need be submitted online, the details of which would be available on the Bank’s website. Illustration for calculating Total cost of service at Indicative Price Bid (TCO):

Type of service

Service (As per definitions provide in section 3.3 services scope)

Unit Price in Indian Rupees in figures

Volume Cost in Indian Rupees in figures

Regular Services

(01) Basic Contact Centre services inbound automated (IVR)

Productive connect minute

P1 V1 P1 x V1

(02) Basic Contact Centre services inbound agent


P2 V2 P2 x V2

(03) Basic Contact Centre services outbound automated (IVR)


P3 V3 P3 x V3

(04) Basic Contact Centre services outbound agent


P4 V4 P4 x V4

(05) Multi channel Contact Centre service – Email

Per email P5 V5 P5 x V5

(06) Man-day services Charge per day

P6 V6 P6 x V6

Total Cost of service at Indicative Price Bid (T1) = (P1xV1) + (P2xV2) + (P3xV3) + (P4xV4) + (P5xV5) + (P6xV6)

0.00

Short calls transferred to Agents, are not chargeable at IVR.

However, the Bank reserves its right to come with a Reserve Price at the time of online auction, that would be updated on the Bank’s site, to ensure that the Quality of Service would be maintained by the selected Vendor.



5.7.2.1 Indicative Monthly Volumes for Price Bid comparison

Below is the table for indicative monthly volume for the various services:

Service (As per definitions provide in section 3.3 services scope)

Unit of Measure Indicative Volume for Price Bid (Current-Monthly) June

17

(01) Basic Contact Centre services inbound automated (IVR)


V1 1,60,59,548

(02) Basic Contact Centre services inbound agent


V2 1,59,06,566

(03) Basic Contact Centre services outbound automated (IVR)

Productive connect minute V3 49,670 *

(04) Basic Contact Centre services outbound agent


V4 11,39,772

(05) Multi channel Contact Centre service – Email

Per email V5 19,257

* Mainly due to merger, welcome calling.

5.7.3 Stage 3. Reverse Auction:

Subsequent to the Technical Evaluation, online RFQ would be open for discovery of the Indicative Price quoted by the Bidders. Only the Quote(s) of all short-listed Bidders would be visible to Bank, without disclosing the Bidder’s details. Based on the quotes, reverse auction would be carried out by the Bank on the same day, and the timings together with detailed rules and procedure for both would be advised separately with the short-listed Vendors, basis the technical evaluation. Bidders are requested to have a digital signature to participate in e-RFQ and e-auction.

5.7.4. Stage 4. Techno-Commercial evaluation: Based on the prices quoted in the Reverse Auction Bid, the techno-commercial evaluation will be worked out to arrive at the Final scores for the Bidders. For arriving at the Wg. FTS, the scores earned by each short-listed bidders (refer Section 5.7.1 (c)) would be divided by the Highest Score of the competitors. Similarly, the price quoted by each short-listed Bidder would be weighed against the lowest price quoted by other competitors. This would be the Wg. Price. The following formula would be applied for selection of the Bidder: Wg. FTS x 0.70 --------------------- = Wg. Final Score (WFS) Wg. Price x 0.30



The Bidder securing the Highest Weighted Final Score (WFS) shall be selected as the Vendor for Building, Migrating and Operating the Contact Centre. The selected Vendor will be required to quote a cost with break-up as per table above (5.7.2.1)

5.8 Notification of Award

Refer to Point No. 19 of Part – I.

5.9 Contract Finalization

Refer to Point No. 19 of Part - I.

5.10 Documents required with response

1.1 General

i. Authority letter duly signed by appropriate authority to award authority to the

signing officials to submit the response under his/her signature.

ii. Name, Correspondence address, Email, Telephone and Mobile number of the

contact person who will be the single point of contact. (The visiting card of the

official should be pasted on top of the outer envelope containing the response).

iii. Also refer to point no. 10 (i) of Part-1 of this document.

1.2 Technical Bid

i. Refer to point no. 10 (ii) of Part-1 of this document.

ii. Any other supporting documents as deemed fit by the bidder to support his

responses.

1.3 Indicative Price Bid

i. Refer to point no. 10 (ii) of part-1 of this document.

1.4 Additional Information / Clarification

Should you require any additional clarification / information in this regard, you may contact any of the following officials. It may be noted that only written (including through email) clarification to the queries shall be treated as acceptable clarification:



Mr. V.N.Agarwal, Chief Manager (Contact Centre Operations Department), State Bank of India Email: [email protected] Mobile: +917600037288

Mr. T.Ramadas, Assistant General Manager (Contact Centre Operations Department), State Bank of India Email: [email protected] Mobile: +917600037987

Any clarification on this RFP document should be mailed to the mail address of the officials mentioned above. Last date for receipt of clarifications is 7th October 2017. Subject line for query(ies) : “Pre-Bid query for RFP 01/2017” must be used. 5.11 Exclusivity Clause SBI will remain engaged with the selected bidder only, for the monthly volumes upto what is mentioned in section 5.10-1.3, only Basic Contact Centre services Inbound automated (IVR) and Basic Contact Centre services Inbound Agent, for the first 12 months of operations.

6 Annexure P: Service Level Agreement

6.1 Introduction

This section describes the service levels to be agreed by the selected bidder for providing the services mentioned in this RFP. The service levels have been categorized and have been listed in the service level catalogue. The service levels are governed by a set of principles as given below.

6.2 Principles governing Service Level agreement

6.2.1 Service Level Category

Classification parameter 1

Availability

Restoration

KPI’s - Efficiency

KPI’s -Effectiveness

Availability: SLA’s which measure performance of services based on their availability

Restoration : SLA’s prescribing the time required to restore non –available systems

KPI- SLA’s which measure performance on a set of Key performance indicators of

services which are available and running

o Efficiency: SLA’s which measure performance vis-à-vis consumption of

resources.



o Effectiveness: SLA’s which measure performance vis-à-vis achievement of

objectives.

Classification parameter 2

P Class: These are SLAs whose performance will be measured and will have penalty / bonus attached to it.

M Class: These are SLAs whose performance will be measured but will not attract a penalty or a bonus.

6.2.2 Measurement and Validation of Service Levels

SLA monitoring and management will have the following three phases. For details, also refer to Section 3.5 of this RFP.

6.2.2.1 Phase 1: SLA measurement only

During this period from the date of Transition till the pilot start date, the selected bidder will measure the agreed SLA values. The selected bidder will monitor and share the SLA performance with the bank and have an approach to continuously improve the performance of SLAs. This should be in line with the timelines stated under Section 3.5. (Cut-out and Transition). Any deviation thereof, should be specifically advised in writing, along with the plans to meet the deadline for Steady State Stage. This phase provides an opportunity to the selected bidder to get ready for SLA reporting, which will begin in phase 2.

6.2.2.2 Phase 2: SLA reporting

During the ‘pilot’ stage the selected bidder would need to submit to SBI a set of standard reports assessing selected Bidder’s SLA’s performance during the previous calendar week against the levels of service mentioned in SLA catalogue. Selected bidder will deliver such reports on 1st day of next week. This phase provides an opportunity to the selected bidder to get ready for performance based levies, which will begin in Phase 3 ‘Steady State’ stage.

6.2.2.3 Phase 3: SLA Levies

During this period from the steady state date, till the end of the contract, the selected bidder will continue to submit to SBI a set of standard reports assessing selected bidder's SLA’s performance during the previous calendar month against the levels of service specified in SLA catalogue. The selected bidder will also submit the report of levies with required calculation for the penalties and rewards applicable.



At end of every month selected bidder will propose for consideration by SBI a set of next month improvement targets for the agreed set of Service Levels, which are being measured by selected bidder, along with an approach to facilitate the selected bidder’s ability to meet these new targets for consideration by SBI, which may include interim improvements.

6.2.3 Analysis and Reporting

Selected bidder will be responsible for promptly investigating failures to meet the Service Levels by:

Initiating and reporting problem investigations to identify root causes of failures

related to not achieving the Service Levels.

Promptly reporting problems related to the Services, as identified, to SBI that

could be expected to have a material adverse effect on SBI Contact Centre

operations.

Developing and implementing improvements in selected bidder procedures

required to prevent repeated failures to meet the agreed SLA’s.

Recommending improvements in SBI infrastructure and processes that may be

advisable to improve overall Service Levels.

Selected bidder will identify and report to SBI root causes, will correct problems and will attempt to minimize recurrences of missed Service Levels for reasons for which selected bidder is responsible. SBI agrees to correct problems and attempt to minimize the recurrence of problems for which SBI is responsible and that hinder selected bidder’s ability to meet the Service Levels. Selected bidder will deliver all agreed monthly Service Level Reports (including the base data) and the initial root cause analysis report by the end of the 5th day of the next month. On a monthly basis, the Parties will meet and formally review the monthly reports within 15 days of the production of the Service Level Reports together with any open root cause analyses.

6.3 Service Level Governance

Governance will cover the following functions: 1. Wrong SLA reporting

2. Late SLA reporting

3. Shortfall in achieving target

4. Disputes regarding penalty and rewards

5. Constitution of board governance

6. Review and change



6.3.1 Wrong SLA reporting

If SBI finds that SLA or levies reporting has a mistake, SBI can apply the maximum allowable penalty for that SLA for the month, for that service. In case of any mistakes / errors in reporting after final submission, SBI shall levy a flat penalty of Rs.25,000/- per SLA.

6.3.2 Late SLA reporting

If SBI receives the SLA or levies reports after the seventh day of the succeeding

month, SBI will issue a warning to the selected bidder.

If the selected bidder does not submit the report by fifteenth of the succeeding

month, SBI shall levy a flat penalty of Rs.10000/- per day of delayed reporting for

that month. (day 1 starts from sixteenth).

6.3.3 Shortfall in achieving target

Penalties as per trigger values, given in the SLA catalogue will be calculated based on SLA achieved for the month, by the selected bidder and reported to SBI on a monthly basis. This penalty will be applied on the selected bidder as per contract terms agreed.

6.3.4 Disputes regarding penalty

Disputes regarding the penalty will be raised by the selected bidder or SBI to the board of governance. The governance committee will have a defined escalation process for conflict resolution.

6.3.5 Constitution of Board of Governance

The board of governance will have representatives from selected bidder and SBI. The board will have three committees: operational, management and steering. Each committee of the board will meet at periodic intervals to take up working matters and conflicts for resolution. The escalation will be done by operations to management to steering. The decision taken by steering committee will be final and binding. Selected bidder will be preparing reports for each level of governance at a frequency agreed as per contract.

6.3.6 Review and change

SBI will review the SLA’s, catalogues, targets and all related processes, in 6 months interval and may change the same for improving the business performance.

6.4 Sub-parameters for Performance of certain SLAs

Certain SLAs which are based on performance of sub-parameters (e.g. Interaction Quality Score parameters, C-sat Score parameters etc.) will be shared during the contract and the successful bidder will have to abide to those sub-parameters.



6.5 Clarifications

Any planned downtime intimated with advance notice to the bank is excluded from measurement of the relevant SLA. Selected bidder should retain all base data, including server logs, pertaining to measurement of any SLA’s for a period of 36 months from their generation date. This period may change from time to time as per statutory and external audit requirements of SBI.

6.6 SLA Catalogue

6.6.1 Subsystem Definition

For ease of reporting and due to their inherent characteristics all systems have been sub divided into 5 sub-systems.

Sub system Components

IVR subsystem IVR platform, Servers, voice browser servers, application and systems related to IVR

Contact Centre subsystem

ACD, CTI, Logger, Dialer, WFM, Multichannel (e-mail, SMS) servers, speech servers, video servers, voicemail servers, reporting servers and all related systems. All servers, interfaces, middlewares ,storages servers, databases and applications for supporting the subsystem

Telecom subsystem All voice /media gateways ,Trunks /PRI lines / fixed line originating calls / Mobile originating calls

Network subsystem LAN& WAN and routers for voice and data

Desktop subsystem All agents desktops, soft and hard phones and accessories

All availability and restoration SLA’s are applied on the aforesaid subsystems.

6.6.2 SLA’s: Sub-System Availability

S.

No Performance Metric Measure Unit

Measureme

nt frequency

Reporting

frequency

Service

level Class

01

SLA 01 – IVR Sub

system system-

Availability

% of time in a month

the proposed system

was up and running

Daily Monthly >= 99.5% P

Class

02

SLA 02 – Contact

Centre Sub System-

Availability


the proposed system

was up and running Daily Monthly >= 99.5%

P

Class

03 SLA 03 – Telecom sub

system –Availability


the proposed system

was up and running


Class

04 SLA 04 –Network

subsystem-Availability


the proposed system

was up and running Daily Monthly >= 99.5%

P

Class

05 SLA 05- Desktop

subsystem-Availability


the proposed system

was up and running


Class



Note: 1. Scheduled down times for proactive maintenance will not be considered as down time for availability calculation.

2. The specific items by their version no, make, model and configuration number in each of the sub systems mentioned above will be identified and updated during the course of the project

3. Availability for a system for a month= [(43200 minutes -Total down time due to Severity 1 and 2 categories in a month in minutes) /43200 minutes.]

4. Source data for Availability SLAs will be defined once the technology is deployed

5. Downtimes due to severity 1 and 2 will be used for availability calculation

6. All severity 3 cases will be monitored and reported by the bidder every month by 5th for the previous month. The bidder will put effort to make sure that if any severity 3 case has a tendency to move into severity 2 or 1 then clear corrective and preventive actions will be taken.

6.6.3 SLA’s: Sub-System Restoration

Sub systems Business

Hours Severity

Measurement

frequency

Reporting frequency

Response Time within

Restore Time within

Class

SLA 06 – IVR Sub system (Restoration)

7 x 24 Hours

Severity 1 Daily Monthly 15 minutes 2 Hours M class

7 x 24 Hours


SLA 07 –Contact Centre sub system (Restorations)

7 x 24 Hours


7 x 24 Hours


SLA 08–Telecom sub system (Restoration)

7 x 24 Hours


7 x 24 Hours


SLA 09-Network subsystem (Restoration)

7 x 24 Hours


7 x 24 Hours


SLA10-Desktop subsystem (Restoration)

7 x 24 Hours


7 x 24 Hours




6.6.4 Severity Matrix

Severity - 1 incidents (More than 50% of the users/volume/capacity affected in any one site)

The service at any one site comes to a standstill due to a breakdown in one of the key equipments or sub systems. This is a case where the respective site’s operations have come to a halt and no alternate arrangements are available for the following typical faults but not limited to the list below

•Server CPU’s (active / redundant) failure

•Calls not landing to agents

•Entire site failure

• Any application issues related to Contact Centre functionality i.e. skill base, IVR

• More than 50% of agent phones not receiving calls

•IVR breakdown affecting 50% of call volumes

•Software error resulting in system initiation

Severity - 2 incidents (More than 10 %, but less than 50%, of users/volume/capacity affected in any one site)

The service is crippled, quality is degraded and is affecting the performance largely; the operations can be sustained but are severely affected; majority of the services offered are affected and (or)service offered is inconsistent in line with business needs typically but not limited to following

•Redundancy - one of active or redundant CP / signaling server failure

•Routing CTI, IVR

•Software error resulting in system initiation

•Persisting blank calls, short calls (calls dropped in less than 10 sec.) and server unreachable, if this is more than 30mins

•Screen pop’s not happening or erroneous for more than 10% users

•No Voice, No agent ( Calls in which one party cannot listen other) of more than 10% a day

Severity – 3 –Minor incidents (less than 10%)

–Problems affecting individual users or the problems that do not affect the performance of the network. Alternate arrangements can be made by the bidder to continue the operations till the problem is rectified. A Few examples of such cases are

–MIS, report related issues

–Agent ID /password issues

–Single user connectivity issues

Mission Criticality:



The guidelines covered under Section 4 (Timelines) are critical for a smooth transition,

and must be adhered to, unless any unforeseen circumstances arises. In such an

eventuality, the actions need be initiated as specified therein.

6.6.5 SLA’s: KPI’s -Efficiency

Service Level : KPI’s-Efficiency

Sr. No.

Performance Metric Measure Unit Measurement

frequency Reporting frequency

Service level

Class

01 SLA 11-Service Level

Percentage calls in ‘x’ seconds

Daily Monthly >= 90% calls in 20 sec

P Class

02 SLA 12-Service Level for Premium Segment


Daily Monthly >= 90% calls in 10 sec

P Class

03 SLA 13 - Average Call Handling Time *

Seconds Daily Monthly 225 sec P Class

04 SLA 14 - Average Speed of Answer

Seconds Daily Monthly <=15 sec M Class

05 SLA 15 - Abandoned Call Rate

(%) Percentage of all incoming calls abandoned in agent queue

Daily Monthly <=3% P Class

06 SLA 16 - Repeat Call Rate on IVR $

Percentage of all incoming calls on IVR

Daily Monthly <=25% within 24 hrs

P Class

07 SLA 17 - Repeat Call Rate at Agent $

Percentage of all incoming calls at Agent

Daily Monthly <=15% within 2 hrs

P Class

08 SLA 18-Service Level for email

Percentage response within ‘x’ hours (from 8 am to 8 pm)

Daily Monthly

>=95% response within 24 hours

P Class

09 SLA 19 -Average After Call Work time / Wrap Up Time

Seconds Daily Monthly <=10 seconds

M Class

10 SLA 20 -Average Hold time % #

Seconds Daily Monthly <=3% of AHT

M Class

11 SLA 21- Classroom Training (excluding induction)

Days of training an agent receives per year

Monthly Monthly >= 6 man-day

M Class

12 SLA 22 – Real time Adherence

% Accuracy staffed to scheduled

Daily Monthly >=95% P Class

13 SLA 23 - Interaction Quality Score

% of logged calls meeting quality standards


14 SLA 24 - Interaction Quality Score for Premium Segment

% of logged calls meeting quality standards


15 SLA 25-Capacity Management for Telecom subsystem

% utilization in peak hours

Daily Monthly < =75% P Class

16

SLA 26-Capacity Management inbound technology subsystem – Agent (All associated ports & licenses)



17

SLA 27-Capacity Management inbound technology subsystem –IVR (All associated ports & licenses)





18

SLA 28-Capacity Management - Outbound technology subsystem - Agent services (All associated ports & licenses)


Daily Monthly <= 75% P Class

19

SLA 29-Capacity Management –Outbound technology subsystem - IVR (All associated ports & licenses)



20

SLA 30 – Average Call Handling Time for outbound Agent Calls *

Seconds Hourly Daily TBD P Class

21 SLA 31 - Call Recording

% of calls recorded in a month (Voice & Screen)

Daily Daily 100% P Class

22 SLA 32 - Call Carriage

GOS Level Monthly Monthly As per TRAI Rules

M Class

*Average Call Handling Time (AHT) = (Total Talk Time + Total Hold Time + Total Wrap Time)/ Total No. of Calls Answered. The AHT target will be reviewed by the bank every 6 months for improvement. $ Repeat is defined when the same person calling within 24 hrs based on identification, and the Vendor will start with same definition. However Bank is open for a deeper definition in future.

# Average Hold Time = Total hold Time of held calls / Total held calls. Maximum Hold time in any one call should not exceed more than 60 sec.



6.6.6 SLA’s: KPI’s –Effectiveness

Service Level : KPI’s-Effectiveness

Sr. No.

Performance Metric Measure Unit Measurement

frequency Reporting frequency

Service level Class

01 SLA 33 – On Call Resolution

% of calls completed in the first interaction


02 SLA 34 - IVR Call completion **

% of calls completed successfully on the IVR

Daily Monthly TBD after pilot stage by bank

P Class

03 SLA 35 – Fatal Error % of logged calls based on sample

Daily Monthly <=2% P Class

04 SLA 36 - Leads generated ##

Number of leads generated per agent per month

Daily Monthly >=15 Leads per agent per month

M Class

05 SLA 37 - CSAT scores (automated survey)

CSAT Score designed


06

SLA 38 - CSAT scores (survey conducted by the bank)

CSAT Score designed

Monthly Quarterly >=80% P Class

07 SLA 39 - Compliance to security Policy

% Compliance on Audit by Bank

Monthly Quarterly 100%

compliance M Class

08 SLA 40 - All MIS reports against schedule

% no. of reports within schedule

Monthly Monthly >=99%

M Class

09 SLA 41 - All Change requests completion against agreed plan

% no. of change requests completed against plan

Monthly Monthly >=99%

M Class

10 SLA 42 – End User Resolution Monthly Monthly

TBD M Class

** Definition of IVR call completion: IVR call completion signifies the % of those calls among the overall offered calls, where callers satisfactorily complete their call on the IVR. Callers who satisfactorily complete their calls in IVR are termed so if they exit from those identified self-service menu option after spending the required time in that menu to logically complete the event/transaction. The self-service menu option as explained above will be determined by SBI. No functionality of IVR can be changed by the bidder without prior submission and/or approval from SBI. SBI suggested changes in the IVR functionality will have to be implemented by the bidder. The baseline for IVR call completion will be defined within 3 months post the pilot stage by SBI. ## Any enquiry by customer as a lead and passed over to branch is considered as lead generation. Details on CSAT forms / Quality Forms will be clarified during the implementation stage with the selected bidder.

6.7 Performance Bonus and Penalties

The basic purpose of bonus is to promote performance and penalty is to discourage underperformance. The following are the bonus and penalty structures for various SLA’s.



6.7.1 Penalty for Availability SLAs $$

Availability SLA Performance Slab Penalty for that months billing

for that service

All Availability SLAs from SLA 01 to SLA 05

99.49 to 99.30 0.5% 99.29 to 99.10 1% 99.09 and below 2%

6.7.2 Penalty for KPI SLAs

Service Name Performance Measure

Penalty for that months billing for that service

SLA 11-Service Level (90% calls in 20 sec)

>=86% <90% 3%

>=82% <86% 5%

<82% 7.5%

SLA 12-Service Level (Premium Segment) (90% calls in 10 sec)

>=86% <90% 3%

>=82% <86% 5%

<82% 7.5%

SLA 15 - Abandoned Call Rate

>3% <=5% 3%

>5% <=8% 5%

>8% 7.5%

SLA 18 -Service Level for email

>=91% <95% 3%

>=87% <91% 5%

<87% 7.5%

SLA 23 - Interaction Quality Score

>=90% <95% 3%

>=85% <90% 5%

<85% 7.5%

SLA 24 - Interaction Quality Score (Premium Segment)

>=92% <97% 3%

>=87% <92% 5%

<87% 7.5%

SLA 25-Capacity Management for Telecom SLA 26-Capacity Management inbound Agent (All associated ports & licenses) SLA 27-Capacity Management inbound IVR (All associated ports & licenses) SLA 28-Capacity Management - Outbound Agent (All associated ports & licenses) SLA 29-Capacity Management –Outbound IVR (All associated ports & licenses)

>75% <=80% 3%

>80% <=85% 5%

>85% 7.5%



SLA 30 - Average Call Handling Time for outbound Agent Calls

TBD based on data from 3 months of outbound agent calling process

SLA 31 - Call Recording – Inbound & Outbound (Agent)

>=99% <100% 1%

>=98% <99% 3%

<98% 5%

SLA 33 – On Call Resolution

>=90% <95% 3%

>=85% <90% 5%

<85% 7.5%

SLA 35 – Fatal Error

>2% <=3% 3%

>3% <=4% 5%

>4% 7.5%

6.7.3 Bonus & Penalty for KPI SLAs $$

Service Name Performance table Bonus for that months billing for that service


SLA 13 - Average Call Handling Time (225 secs) ##

<215 secs 1%

>225 secs 1%

SLA 16 - Repeat Call Rate on IVR

For every 5 point reduction over base line @

1%

SLA 17 - Repeat Call Rate at Agent

For every 5 point reduction over base line @

1%

SLA 34 - IVR Call completion***

For every point increase over base line @

1%

For every point decrease below base line @

1%

SLA 37 - CSAT scores (automated survey)

>83% <=86% 2%

>86% 4%

>=75% <80% 2%

>=70% <75% 4%

<70% 5%




>83% <=86% 2%

>86% 4%

>=75% <80% 2%

>=70% <75% 4%

<70% 5%

SLA-41 (All change requests completion against agreed plan – delay exceeding the no. of days)

In time Nil Nil

Within 7 days of the no. of

days finalised

0.25%

Exceeding 7 days of the no.

of days finalised

0.50%

$$ The penalty will be capped at 15% overall, of the monthly bills, for all the SLAs / KPIs whether technological / operational, subject to the following:

## AHT performance bonus will be paid only if, the AHT is met within 225 seconds, and FTR / On Call Resolution, SLA is also achieved.

@ that means the reduction of 5% over and above the baseline (eg. From 25 to 20) and for increase in baseline it would be from 10 to 11, and not a percent of the baseline.

*** as defined under table 6.6.6.

* Exceptional Item: Wrong Card blocking - penalty of Rs.25000/- per instance.

The Bank may, if it so desire, in future come out with a scheme to provide incentive to the Vendor, over and above the bonus, as stated above, in relation to the increase in volume of business generated or income earned by the Bank. This would be mutually agreed upon, at the appropriate time when the end-to-end data of lead generation and it conversion, is captured by the system.

6.7.3 (a) In case the Agent promptly reports the wrong card blocking and gets the card unblocked, then the penalty would be waived, without prejudice to the Bank’s right of recompense in case any issues that may arise / settle, in future.

* In addition to that stated in 6.7.2 above, the following aspect need to be taken care of. In case of failure of any system, and where the OEM is unable to provide any solution for whatsoever reason, and the functioning is affected adversely for over an month and is expected to remain so, the Bidder must (i) intimate the Bank in writing advising the nature of defect and the time for upgrading, and (ii) in case the same system cannot be upgraded by the OEM, for whatever reason, the Bidder has to intimate the Bank in writing and at the same time initiate steps to ensure continuity of services, else the entire bills for that month(s) would be forfeited. This also includes any sudden spurt in call volumes, whatsoever be the reason, and the failure to address the situation within the said timelines.

For reputational loss, please refer Annexure-I.



6.7.4 SLA –Services Mapping

Mapping of SLAs to Service as mentioned in section 3, for Bonus & Penalty calculation *.

SLA

Services Basic call center services inbound automated (IVR)

Basic call center Services Inbound agents

Basic call center services Outbound automated(IVR)

Basic call center services Outbound agents

Multi channel call center services e-mail

Basic call center services inbound agent for Premium segment

Basic call center services outbound agent for premium segment

Availability SLAs 1 2 3 4 5 6 7 SLA 01- IVR Sub system

P P

SLA 02- Contact center sub system

P P P P

SLA 03- Telecom sub system

P P P P P P

SLA 04-Network subsystem

P P P P P P

SLA 05 –Desktop subsystem

P P P P

KPI SLAs

SLA 11- Service Level P SLA 12-Service Level( Premium Segment)

P

SLA 13 Average Call handling time

B & P B & P

SLA 15- Abandoned Call Rate

P P

SLA 16-Repeat call Rate on IVR

B

SLA 17-Repeat call Rate at agent

B B

SLA 18- Service level for email

P

SLA 21- Interaction Quality Score

P P P

SLA 23 –Interaction Quality Score ( Premium Segment)

P P

SLA 25 – Capacity Management for Telecom

P P P P P P

SLA 26- Capacity Management inbound –agent(All associated port & licenses)

P P

SLA 27- Capacity Management inbound IVR(All associated port & licenses)

P

SLA 28- Capacity Management outbound agent(All associated port & licenses)

P P



SLA 29- Capacity Management outbound IVR(All associated port & licenses)

P

SLA 30- Average Call Handling Time for outbound Agent Calls

P P

SLA 31- Call Recording

P P P P

SLA 33- On Call Resolution

P P

SLA 34-IVR Call Completion

B & P

SLA 35- Fatal Error P P P P SLA 37-CSAT score (Automated survey)

B & P B & P B & P

SLA 38- CSAT score (survey conducted by the Bank)

B & P B & P B & P B & P B & P B & P B & P

SLA 41 – Penalty for delay for Change Management Request

P (change Management Process)

* SLA-41 Penalty for delay in (All change requests completion against agreed plan – delay exceeding the no. of days) development of change requests, at each instance.

P = Penalty B = Bonus B&P = Bonus & Penalty At the end of every month, penalty and/or bonus of individual SLA will be identified and applied against different services as shown in the table above.

6.7.5 Special instructions (applicable on both Inbound & Outbound bills)

Overall penalty is capped at 15%, of its billing for that month. (subject to

additional penalty(ies) as stated in Annexure-I, and other places in this RFP).

Overall bonus is capped at 15%, of its billing for that month.

Critical to Quality (CTQ) SLAs mentioned below should reach their target value to move from Pilot to Steady State stage.

CTQ SLAs

S. No

Performance Metric

Measure Unit Measurement frequency

Reporting frequency

Service level

Class SLA Type

01

SLA 02 – Contact Centre sub System-Availability

% of time in a month the proposed system was up and running

Daily Monthly >=99.5% P class

Service Availability



02

SLA 03 – Telecom sub system -Availability


Daily Monthly >=99.5% P class


03 SLA 11 – Service Level


Hourly Daily >=90% calls in 20 secs

P class

Service Efficiency



Daily

Monthly <=3% P class

Service Efficiency

05

SLA 34 - IVR Call completion **


Daily Monthly TBD after pilot stage

P class

Service Effectiveness

06


CSAT Score designed

Daily Monthly >=80% P class

Service Effectiveness

Note: For movement from Initial Pilot stage to steady stage, only first 4 SLAs in CTQ to reach their target value. SLA 34- IVR Call completion and SLA-37 Csat scores (automated survey) not included in the initial pilot stage movement to Steady status stage. However, periodical discussions in this regard, would commence during Pilot stage and finalized immediately thereafter.

6.7.6 Material Breach

1. If there is consistent penalty on the highest default slab (unstable stage), (a) for any 3 SLAs out of 6 Critical to Quality SLAs (mentioned below – in table) for 2 consecutive months or for 4 or more months in a preceding financial year then it will be considered as material breach. (b) If any one specific SLA consistently falls to highest default slab, for 3 consecutive months, then it will be considered as material breach.

2. Under this material breach, the center will fall back into unstable stage and the payment for the period of minimum 6 weeks from there on and till the SLAs are not restored back to stable stage (based on monthly billings covering the entire period – full month basis) then an additional penalty of 2% would be applied for that period. This particular penalty would be over and above the penalty of 15% stated at 6.7.3.



The material breach would be applicable for the following:

CTQ SLAs

S. No

Performance Metric

Measure Unit

Measurement frequency

Reporting frequency

Service level

Unstable Stage Level

Class SLA Type

01



Daily Monthly

>=99.5%

99.09% and below

P class


02



Daily Monthly

>=99.5%

99.09% and below

P class


03 SLA 11 – Service Level


Hourly Daily >=90% calls in 20 secs

<82% KPI Service Efficiency



Daily Monthly

<=3% >8% KPI Service Efficiency

05

SLA 34 - IVR Call completion **


Daily Monthly

TBD after pilot stage

<10% of base line

KPI Service Effectiveness

06


CSAT Score designed

Daily Monthly

>=80% <70% KPI Service Effectiveness

** refer definition under Table 6.6.6. Refer to Annexure-I for all the penalties on SLAs, Penalties for Reputational loss and Indemnities.



Annexure-F

Format for Indicative Price Bid

I/We M/s…………..… offer the following prices for Building, Migrating and Operating Contact Centre for SBI. We declare that our bid prices are for the entire scope of work as stated in the RFP in Sections 3, Functional & Technical Specifications in Annexure C1 & C2, Terms & Conditions as in section 6 and all other requirements as stated in the RFP. We also confirm that, all partially complied or not complied requirements in Annexure, C1 and C2 of this RFP, will be complied before the Steady State Stage, and within the below quoted price. 1. Price for services

The bidder has to strictly respond to the Indicative Price Bid as per the format below:

Type of

service

Service (As per definitions

provide in section 3.5.1.3

services scope)

Unit Price in

Indian

Rupees in

figures

Price in Indian Rupees in

words

Regular

Services

Basic call centre services

inbound automated (IVR)

Productive

connect minute


inbound agent

Productive

connect minute


outbound automated (IVR)

Productive

connect minute


outbound agent

Productive

connect minute

Multi-channel call centre

service – Email

Per email

Man-day

services

This service category is for

any additional work over

and above the scope

agreed, if and when arises

Charge per day.



We confirm that:

● The process quoted in table above, ‘Price for Services’ will be replaced by the price

quoted and selected in the reverse auction.

Footnote:

Charges in respect of IVR for far-end and near-end disconnections will be paid, provided

full details of these calls are submitted to the Bank.

Special instructions:

● The Price for Premium Services (Premium & International Segment) for basic call

centre Inbound and Outbound agent services, will be considered at 110% of price

quoted for Regular Services for basic Call centre services for Inbound &

Outbound agent.

● All the above prices will be capped at 75% of the above quoted during time for

transition i.e. between READY and PILOT stage.

● All the above prices will be capped at 85% of the above during time for pilot, i.e.

between PILOT and STEADY STATE stage.

● The prices quoted above will be exclusive of GST.

● Payment Term for all basic services for all services under Regular & Premium

Services, (Service No. 1 to 7) will be as per PT1. The payment terms for all

performance and penalty based payment will be as per PT2.

● Payment for Man-day Services will be made within 30 days of acceptance of

invoice.

Payment Term PT1

● The bidder to raise all necessary documentation, reports for the service rendered

in the previous month and called as ‘proof of service’ by 3rd of every month for

the service rendered the previous month.

● In future, it may be possible that the invoices need be raised directly on the

subsidiaries / JVs. In such cases, the payment would be effected directly by the

respective subsidiary / JV.

● SBI to provide their approval or disapproval as the case may be for the’ proof of

service’ within 7 days.

● The bidder to raise the invoice with 3 days of SBI’s approval of’ ‘proof of service’

● SBI to make payment within 30 days of invoices raised.



Payment Term PT2

● The bidder to raise the proof of service rendered by 3rd of every month for the

service rendered the previous month

● SBI to provide their approval or disapproval as the case may be for the proof of

service within 7 days

● The bidder to provide the calculation of penalty or performance pay as the case

may be as per the applied SLA’ s and governing principle by 5th of every month

and called as ‘Proof of performance/penalty’

● SBI to provide their approval or disapproval as the case may be for the proof of

performance/penalty within 7 days

● The bidder to raise the invoice with 3 days of SBI’s approval of ‘Proof of

performance/penalty’

Authorized Signatory



ANNEXURE-G

FORMAT FOR EMD BANK GUARANTEE

To: ------------------- -------------------

Dear Sir,

EMD BANK GUARANTEE FOR NAME OF SERVICES TO STATE BANK OF INDIA TO MEET SUCH REQUIRMENT AND PROVIDE SUCH SERVICES AS ARE SET OUT IN THE RFP NO.SBI:xx:xx DATED dd/mm/yyyy WHEREAS State Bank of India (SBI), having its Corporate Office at Nariman Point, Mumbai, and Regional offices at other State capital cities in India has invited Request for Proposal to provide ………………… (name of Services) as are set out in the Request for Proposal SBI:xx:xx dated dd/mm/yyyy. 2. It is one of the terms of said Request for Proposal that the Bidder shall furnish a Bank Guarantee for a sum of Rs.__________/-(Rupees ___________________Only) as Earnest Money Deposit. 3. M/s. ________________________, (hereinafter called as Bidder, who are our constituents intends to submit their Bid for the said work and have requested us to furnish guarantee in respect of the said sum of Rs.__________/-(Rupees _____________________ only) 4. NOW THIS GUARANTEE WITNESSETH THAT We _____________________________ (Bank) do hereby agree with and undertake to the State Bank of India, their Successors, assigns that in the event of the SBI coming to the conclusion that the Bidder has not performed their obligations under the said conditions of the RFP or have committed a breach thereof, which conclusion shall be binding on us as well as the said Bidder, we shall on demand by the SBI, pay without demur to the SBI, a sum of Rs.__________/- (Rupees _____________________ Only) that may be demanded by SBI. Our guarantee shall be treated as equivalent to the Earnest Money Deposit for the due performance of the obligations of the Bidder under the said conditions, provided, however, that our liability against such sum shall not exceed the sum of Rs.__________/- (Rupees _____________________ Only).



5. We also agree to undertake to and confirm that the sum not exceeding Rs.__________/- (Rupees _____________________ Only) as aforesaid shall be paid by us without any demur or protest, merely on demand from the SBI on receipt of a notice in writing stating the amount is due to them and we shall not ask for any further proof or evidence and the notice from the SBI shall be conclusive and binding on us and shall not be questioned by us in any respect or manner whatsoever. We confirm that our obligation to the SBI under this guarantee shall be independent of the agreement or agreements or other understandings between the SBI and the Bidder. This guarantee shall not be revoked by us without prior consent in writing of the SBI.

6. We hereby further agree that –

a) Any forbearance or commission on the part of the SBI in enforcing the

conditions of the said agreement or in compliance with any of the terms and conditions stipulated in the said Bid and/or hereunder or granting of any time or showing of any indulgence by the SBI to the Bidder or any other matter in connection therewith shall not discharge us in any way our obligation under this guarantee. This guarantee shall be discharged only by the performance of the Bidder of their obligations and in the event of their failure to do so, by payment by us of the sum not exceeding Rs.__________/- (Rupees _____________________ Only)

b) Our liability under these presents shall not exceed the sum of Rs.__________/- (Rupees _____________________ Only)

c) Our liability under this agreement shall not be affected by any infirmity or irregularity on the part of our said constituents in tendering for the said work or their obligations there under or by dissolution or change in the constitution of our said constituents or by change in our constitution.

d) This guarantee shall remain in force upto 9 months provided that if so desired by the SBI, this guarantee shall be renewed for a further period as may be indicated by them on the same terms and conditions as contained herein.

e) Our liability under this presents will terminate unless these presents are renewed as provided herein upto 9 months or on the day when our said constituents comply with their obligations, as to which a certificate in writing by the SBI alone is the conclusive proof, whichever date is later.

f) Unless a claim or suit or action is filed against us within six months from that date or any extended period, all the rights of the SBI against us under this



guarantee shall be forfeited and we shall be released and discharged from all our obligations and liabilities hereunder.

Notwithstanding anything contained hereinabove:

(a) Our liability under this Bank Guarantee shall not exceed Rs……….………/- (Rupees …………………….only)

(b) This Bank Guarantee shall be valid upto ……………………….

(c) 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 ……………………

Yours faithfully,

For and on behalf of

_______________________________ Authorized official. (Note: This guarantee will require stamp duty as applicable in the State where it is executed and shall be signed by the official(s) whose signature and authority shall be verified)



ANNEXURE–H

PERFORMANCE BANK GUARANTEE FORMAT

(TO BE STAMPED AS AN AGREEMENT)

THIS PERFORMANCE BANK GUARANTEE AGREEMENT executed at ……..this…….day of ……….. 201 by ……………. (Name of the Bank)……….. having its Registered Office at …………….and its Branch at …………………………………………….(hereinafter referred to as "the Guarantor", which expression shall, unless it be repugnant to the subject, meaning or context thereof, be deemed to mean and include its successors and permitted assigns) IN FAVOUR OF State Bank of India, a Statutory Corporation constituted under the State Bank of India Act, 1955 having its Corporate Centre at State Bank Bhavan, Nariman Point, Mumbai and one of its offices at------------------ (procuring office address), hereinafter referred to as "SBI" which expression shall, unless repugnant to the subject, context or meaning thereof, be deemed to mean and include its successors and assigns).

WHEREAS M/s__________________________________________, incorporated under __________________________________ Act having its registered office at __________________________________ and principal place of business at __________________________________ (hereinafter referred to as “Service Provider/ Vendor” which expression shall unless repugnant to the context or meaning thereof shall include its successor, executor & assigns) has agreed to develop, implement and support ………………… (Name of Services) (Hereinafter referred to as “Services”) to SBI in accordance with the Request for Proposal (RFP) No. SBI: 01/2017 dated 29.09.2017. WHEREAS, SBI has agreed to avail the Services from the Service Provider for a period of ______ year(s). WHEREAS, in accordance with terms and conditions of the RFP/Purchase order/Agreement dated……………, Service Provider is required to furnish a Bank Guarantee for a sum of Rs.__________/- (Rupees _________ only) for due performance of the obligations of the Service Provider in providing the Services, in accordance with the RFP/Purchase order/Agreement guaranteeing payment of the said amount of Rs.__________/- (Rupees __________ only) to SBI, if Service Provider fails to fulfill its obligations as agreed in RFP/Agreement. WHEREAS, the Bank Guarantee is required to be valid for a total period of _____ months and in the event of failure, on the part of Service Provider, to fulfill any of its commitments / obligations under the RFP/Agreement, SBI shall be entitled to invoke the Guarantee.



AND WHEREAS, the Guarantor, at the request of Service Provider, agreed to issue, on behalf of Service Provider, Guarantee as above, for an amount of Rs.___________/- (Rupees ___________ only). NOW THIS GUARANTEE WITNESSETH THAT

1. In consideration of SBI having agreed to entrust the Service Provider for rendering Services as mentioned in the RFP, we, the Guarantors, hereby unconditionally and irrevocably guarantee that Service Provider shall fulfill its commitments and obligations in respect of providing the Services as mentioned in the RFP/Agreement and in the event of Service Provider failing to perform / fulfill its commitments / obligations in respect of providing Services as mentioned in the RFP/Agreement, we (the Guarantor) shall on demand(s), from time to time from SBI, without protest or demur or without reference to Service Provider and not withstanding any contestation or existence of any dispute whatsoever between Service Provider and SBI, pay SBI forthwith the sums so demanded by SBI in each of the demands, subject to a cumulative maximum amount of Rs.__________/- (Rupees ____________only).

2. Any notice / communication / demand from SBI to the effect that Service Provider has failed to fulfill its commitments / obligations in respect of rendering the Services as mentioned in the Agreement, shall be conclusive, final & binding on the Guarantor and shall not be questioned by the Guarantor in or outside the court, tribunal, authority or arbitration as the case may be and all such demands shall be honoured by the Guarantor without any delay.

3. We (the Guarantor) confirm that our obligation to the SBI, under this guarantee shall be independent of the agreement or other understandings, whatsoever, between the SBI and the Service Provider.

4. This guarantee shall not be revoked by us (the Guarantor) without prior consent in writing of the SBI.

WE (THE GUARANTOR) HEREBY FURTHER AGREE & DECLARE THAT- (i) Any neglect or forbearance on the part of SBI to Service Provider or any

indulgence of any kind shown by SBI to Service Provider or any change in the terms and conditions of the Agreement or the Services shall not, in any way, release or discharge the Bank from its liabilities under this Guarantee.

(ii) This Guarantee herein contained shall be distinct and independent and shall be enforceable against the Guarantor, notwithstanding any Guarantee or Security now or hereinafter held by SBI at its discretion.

(iii) This Guarantee shall not be affected by any infirmity or absence or irregularity in the execution of this Guarantee by and / or on behalf of the Guarantor or by merger or amalgamation or any change in the Constitution or name of the Guarantor.



(iv) The guarantee shall not be affected by any change in our constitution or the constitution of SBI or Service Provider or winding up / liquidation of Service Provider, whether voluntary or otherwise

(v) This guarantee shall be a continuing guarantee during its validity period and the SBI can make its claim in one or more events within the total liability of the Guarantor mentioned herein.

(vi) This Guarantee shall remain in full force and effect for a period of __ years from the date of the issuance i.e. up to _________ Unless a claim under this Guarantee is made against us within three (3) months from that date i.e. on or before _____ , all your rights under this Guarantee shall be forfeited and we shall be relieved and discharged from all liabilities there under.

(vii) This guarantee shall be governed by Indian Laws and the Courts in Mumbai, India alone shall have the jurisdiction to try & entertain any dispute arising out of this guarantee.

Notwithstanding anything contained herein above:

(a) Our liability under this Bank Guarantee shall not exceed Rs……….………/- (Rupees …………………….only) (b)This Bank Guarantee shall be valid upto………………………. c) We are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee only and only if SBI serve upon us a written claim or demand on or before …………………… (date which is 3 months after date mentioned at (b) above.

Yours faithfully, For and on behalf of Bank. __________________________ Authorised official



ANNEXURE-I

Penalties & Reputational Loss

"Notwithstanding anything contained in the Request for Proposal/Service Level Agreement, the service provider hereby agrees and undertake that following losses incurred by the Bank/accrued to the bank, if any on account of reasons attributable to the service provider may be recovered from its invoices/or will be made good by the service provider:- a. Actual loss on account of errors/bugs/deficiencies In development/support activities attributable to the service provider. b. Any loss accrued to the Bank on account of loss of business during the period of outage of application developed/maintained or maintenance activity of related hardware on which such application is hosted by the service provider. c. Reputational loss due to the reasons attributable to the service provider. A. Penalties : **

Ref. No. Head / Description Levels Penalty

3.5.4.1 Design Parameters - Failure of support Bills for particular month(s) would not be paid.

3.5.2 Manpower (Senior Support Staff)

As defined Rs.25,000/- p.m.

3.5.5 Change Management Process

As defined

Linked to excess days utilized in development

4 Transition Period Delay without prior intimation and approval from Bank

Termination rights reserved

6.3.1 Wrong SLA Reporting Per SLA Rs.10,000/-

6.3.2 Late SLA Reporting Delay over 15 days Rs.10,000/- per day from 16th

6.7.3 (a) Wrong Card Blocking Per instance (if not reported promptly)

Rs.25,000/-

6.7.6 $ Material Breach (CTQ) As defined 2% of the billings for that month in full, even if the breach is for a part of the month.

** These penalties are over and above, those specified in the Penalty and Bonus clauses under SLAs. Also refer to the relevant sections for clarifications, rates of penalties and the applicability thereof.



$ In addition to that stated in 6.7.6 above, the following aspect need to be taken care of.

In case of failure of any system, and where the OEM is unable to provide any solution for

whatsoever reason, and the functioning is affected adversely for over an month and is

expected to remain so, the Bidder must (i) intimate the Bank in writing advising the

nature of defect and the time for upgrading, and (ii) in case the same system cannot be

upgraded by the OEM, for whatever reason, the Bidder has to intimate the Bank in

writing and at the same time initiate steps to ensure continuity of services, else the

entire bills for that month(s) would be forfeited. This also includes any sudden spurt in

call volumes, whatsoever be the reason, and the failure to address the situation within

the said timelines.

B. Penalty for Reputational loss: Reputational loss is the potential loss that negative publicity regarding an institution's business practices, whether true or not, may cause a decline in the customer dissatisfaction, costly litigations or business/revenue reductions. Deficiency in performance in applications of the Bidder’s applications / programs or the misbehavior or fraud on the part of the Agent, may lead to reputational loss to the Bank due to adverse publicity in the working area and that may spread across borders. The following matrix for working out penalty for reputational loss to the bank, will be followed:

Severity Adverse Coverage against Bank at

Adverse coverage against Bank in Penalty on billing for that month

1 State level State level news paper(s) and/or in State level TV channel(s)/ discussions in the State Assembly, etc .

1%

2 Country level

National news paper(s)/ magazines and/or in National TV channel(s), i.e., in 2 or more regions/discussions in the Parliament.

2%

For Severity 1 [State Level] reputation loss, CCOD will furnish details of the case of adverse coverage against Bank to the Chief General Manager (concerned) through CCOD for approval and eventual recovery of penalty from the Vendor. As regards severity 2 (Country Level) reputational loss, CCOD, will take a call and recover the penalty from Vendors.



C. Business Loss: In the case of outage in critical applications, Bank loses the opportunity of doing business during that period and thereby losing profits thereon.

Critical application and its related hardware Penalty

Any issues related to hardware, or restricting of calls by pulling out PRI lines, etc. (unless the occurrence is due to any reason beyond the control of the Vendor, for which satisfactory proof is required)

1% of billing for the month subject to the condition that the penalty will be levied for the full month(s), irrespective of the no. of days.

Any act of fraud contemplated or perpetrated by any staff of the Vendor with the involvement / negligence of the staff, wherein the Bank incurs any loss by way of actual refund to the customer, claims settled by the Consumer Courts or other Courts, RTI Act, or any others as mentioned at Section 3 of Annexure-‘E’, .

The actual amount of loss incurred by the Bank.

Any loss incurred due to deficiencies in Service As agreed upon by the Board of Governance.

D. Indemnify: The Vendor shall indemnify the Bank against all losses arising out of all the areas as detailed at 3.3.3 (sexual harassment) and all the indemnities stated in Part – 1 of this document. Further, the bidder at its own cost, shall indemnify the Bank, and shall always keep indemnified and hold the Bank, its employees, personnel, officers, directors, (hereinafter collectively referred to as “Personnel”) harmless from and against any and all losses, liabilities, claims, actions, costs and expenses (including attorneys' fees) relating to, resulting directly or indirectly from or in any way arising out of any claim, suit or proceeding brought against the Bank from any claim(s), litigations initiated by any third party(s) if for whole or for any part of the project intellectual rights or patents are claimed and which are coincidentally similar to those suggested by the bidder OR were procured and made a part of the project.



ANNEXURE-J

NON-DISCLOSURE AGREEMENT

THIS RECIPROCAL NON-DISCLOSURE AGREEMENT (the “Agreement”) is made at

Vadodara between:

__________________________________ constituted under the _________ Act, ______

having its Corporate Centre at ___________________________

__________________________________ (hereinafter referred to as “Bank” which

expression includes its successors and assigns) of the ONE PART;

And

____________________________________ (hereinafter referred to as “_________”

which expression shall unless repugnant to the subject or context thereof, shall mean

and include its successors and permitted assigns) of the OTHER PART;

And Whereas

1. _________________________________________ is carrying on business of providing

_________________________________, has agreed to

__________________________ for the Bank and other related tasks.

2. For purposes of advancing their business relationship, the parties would need to

disclose certain valuable confidential information to each other. Therefore, in

consideration of covenants and agreements contained herein for the mutual

disclosure of confidential information to each other, and intending to be legally bound,

the parties agree to terms and conditions as set out hereunder.

NOW IT IS HEREBY AGREED BY AND BETWEEN THE PARTIES AS UNDER

1. Confidential Information and Confidential Materials:

(a) “Confidential Information” means non-public information that Disclosing Party

designates as being confidential or which, under the circumstances surrounding

disclosure ought to be treated as confidential. “Confidential Information” includes,

without limitation, information relating to installed or purchased Disclosing Party

software or hardware products, the information relating to general architecture of

Disclosing Party’s network, information relating to nature and content of data stored

within network or in any other storage media, Disclosing Party’s business policies,

practices, methodology, policy design delivery, and information received from others

that Disclosing Party is obligated to treat as confidential. Confidential Information



disclosed to Receiving Party by any Disclosing Party Subsidiary and/ or agents is

covered by this agreement

(b) Confidential Information shall not include any information that: (i) is or subsequently

becomes publicly available without Receiving Party’s breach of any obligation owed

to Disclosing party; (ii) becomes known to Receiving Party prior to Disclosing Party’s

disclosure of such information to Receiving Party; (iii) became known to Receiving

Party from a source other than Disclosing Party other than by the breach of an

obligation of confidentiality owed to Disclosing Party; or (iv) is independently

developed by Receiving Party.

(c) “Confidential Materials” shall mean all tangible materials containing Confidential

Information, including without limitation written or printed documents and computer

disks or tapes, whether machine or user readable.

2. Restrictions

(a) Each party shall treat as confidential the Contract and any and all information

(“confidential information”) obtained from the other pursuant to the Contract and

shall not divulge such information to any person (except to such party’s own

employees and other persons and then only to those employees and persons who

need to know the same) without the other party’s written consent provided that this

clause shall not extend to information which was rightfully in the possession of such

party prior to the commencement of the negotiations leading to the Contract, which

is already public knowledge or becomes so at a future date (otherwise than as a

result of a breach of this clause). Receiving Party will have executed or shall execute

appropriate written agreements with its employees and consultants specifically

assigned and/or otherwise, sufficient to enable it to comply with all the provisions of

this Agreement. If the Service Provider shall appoint any Sub-Contractor then the

Service Provider may disclose confidential information to such Sub-Contractor

subject to such Sub Contractor giving the Bank an undertaking in similar terms to the

provisions of this clause.

(b) Receiving Party may disclose Confidential Information in accordance with judicial or

other governmental order to the intended recipients (as detailed in this clause),

provided Receiving Party shall give Disclosing Party reasonable notice prior to such

disclosure and shall comply with any applicable protective order or equivalent. The

intended recipients for this purpose are:

(1) the statutory auditors of the Receiving Party and

(2) regulatory authorities regulating the affairs of the Receiving Party and

inspectors and supervisory bodies thereof



(c) The foregoing obligations as to confidentiality shall survive any termination of this

Agreement

(d) Confidential Information and Confidential Material may be disclosed, reproduced,

summarized or distributed only in pursuance of Receiving Party’s business

relationship with Disclosing Party, and only as otherwise provided hereunder.

Receiving Party agrees to segregate all such Confidential Material from the

confidential material of others in order to prevent mixing.

(e) Receiving Party may not reverse engineer, decompile or disassemble any software

disclosed to Receiving Party.

3. Rights and Remedies

(a) Receiving Party shall notify Disclosing Party immediately upon discovery of any

unauthorized used or disclosure of Confidential Information and/ or Confidential

Materials, or any other breach of this Agreement by Receiving Party, and will

cooperate with Disclosing Party in every reasonable way to help Disclosing Party

regain possession of the Confidential Information and/ or Confidential Materials and

prevent its further unauthorized use.

(b) Receiving Party shall return all originals, copies, reproductions and summaries of

Confidential Information or Confidential Materials at Disclosing Party’s request, or at

Disclosing Party’s option, certify destruction of the same.

(c) Receiving Party acknowledges that monetary damages may not be the only and / or a

sufficient remedy for unauthorized disclosure of Confidential Information and that

disclosing party shall be entitled, without waiving any other rights or remedies (as

listed below), to injunctive or equitable relief as may be deemed proper by a Court of

competent jurisdiction.

a. Suspension of access privileges

b. Change of personnel assigned to the job

c. Financial liability for actual, consequential or incidental damages

d. Termination of contract

(d) Disclosing Party may visit Receiving Party’s premises, with reasonable prior notice and

during normal business hours, to review Receiving Party’s compliance with the term

of this Agreement.

4. Miscellaneous

(a) All Confidential Information and Confidential Materials are and shall remain the

property of Disclosing Party. By disclosing information to Receiving Party, Disclosing

Party does not grant any expressed or implied right to Receiving Party to disclose



information under the Disclosing Party patents, copyrights, trademarks, or trade

secret information.

(b) Any document provided under this Agreement is provided with RESTRICTED RIGHTS.

(c) Neither party grants to the other party any license, by implication or otherwise, to

use the Confidential Information, other than for the limited purpose of evaluating or

advancing a business relationship between the parties, or any license rights

whatsoever in any patent, copyright or other intellectual property rights pertaining

to the Confidential Information.

(d) The terms of Confidentiality under this Agreement shall not be construed to limit

either party’s right to independently develop or acquire product without use of the

other party’s Confidential Information. Further, either party shall be free to use for

any purpose the residuals resulting from access to or work with such Confidential

Information, provided that such party shall maintain the confidentiality of the

Confidential Information as provided herein. The term “residuals” means

information in non-tangible form, which may be retained by person who has had

access to the Confidential Information, including ideas, concepts, know-how or

techniques contained therein. Neither party shall have any obligation to limit or

restrict the assignment of such persons or to pay royalties for any work resulting

from the use of residuals. However, the foregoing shall not be deemed to grant to

either party a license under the other party’s copyrights or patents.

(e) This Agreement constitutes the entire agreement between the parties with respect

to the subject matter hereof. It shall not be modified except by a written agreement

dated subsequently to the date of this Agreement and signed by both parties. None

of the provisions of this Agreement shall be deemed to have been waived by any act

or acquiescence on the part of Disclosing Party, its agents, or employees, except by

an instrument in writing signed by an authorized officer of Disclosing Party. No

waiver of any provision of this Agreement shall constitute a waiver of any other

provision(s) or of the same provision on another occasion.

(f) In case of any dispute, both the parties agree for neutral third party arbitration. Such

arbitrator will be jointly selected by the two parties and he/she may be an auditor,

lawyer, consultant or any other person of trust. The said proceedings shall be

conducted in English language at Mumbai and in accordance with the provisions of

Indian Arbitration and Conciliation Act 1996 or any Amendments or Re-enactments

thereto.

(g) Subject to the limitations set forth in this Agreement, this Agreement will inure to the

benefit of and be binding upon the parties, their successors and assigns.



(h) If any provision of this Agreement shall be held by a court of competent jurisdiction

to be illegal, invalid or unenforceable, the remaining provisions shall remain in full

force and effect.

(i) All obligations created by this Agreement shall survive change or termination of the

parties’ business relationship.

5. Suggestions and Feedback

(a) Either party from time to time may provide suggestions, comments or other feedback

to the other party with respect to Confidential Information provided originally by the

other party (hereinafter “feedback”). Both party agree that all Feedback is and shall

be entirely voluntary and shall not in absence of separate agreement, create any

confidentially obligation for the receiving party. However, the Receiving Party shall

not disclose the source of any feedback without the providing party’s consent.

Feedback shall be clearly designated as such and, except as otherwise provided

herein, each party shall be free to disclose and use such Feedback as it sees fit,

entirely without obligation of any kind to other party. The foregoing shall not,

however, affect either party’s obligations hereunder with respect to Confidential

Information of other party.

Dated this __________ day of _________ 2017 at __________

(month) (place)

For and on behalf of ___________________________

Name

Designation

Place

Signature

For and on behalf of ___________________________

Name

Designation

Place

Signature



ANNEXURE-K Pre-Bid Query Format

(To be provide strictly in Excel format)

Vendor Name

Sl. No

RFP Page No

RFP Clause No.

Existing Clause

Query/Suggestions



ANNEXURE-L PRE CONTRACT INTEGRITY PACT

(TO BE STAMPED AS AN AGREEMENT)

General

This pre-Bid pre-contract Agreement (hereinafter called the Integrity Pact) is made on

_________ day of the month of _________ 201 , between, on the one hand,

the State Bank of India a body corporate incorporated under the State Bank of

India Act, 1955 having its Corporate Centre at State Bank Bhavan, Nariman

Point, Mumbai through its Contact Centre Operations Department, situated at

Neha Apartments, R.C. Dutt Road, Alkapuri, Vadodara

(hereinafter called the "BUYER", which expression shall mean and include, unless

the context otherwise requires, its successors) of the First Part and M/s _

represented by

Shri , Chief Executive Officer (hereinafter

called the "BIDDER/Seller which expression shall mean and include, unless the

context otherwise requires, its / his successors and permitted assigns of the Second

Part.

WHEREAS the BUYER proposes to procure (Name of the Stores/Equipment/Item) and

the BIDDER/Seller is willing to offer/has offered the stores 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 an Office / Department of State

Bank of India performing its functions on behalf of State Bank 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 service / product 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 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 farm, 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

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, favour or any material or immaterial benefit or any

other advantage from the BIDDER, either for themselves or for any person,

organisation 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 B1DDERs.

1.3 All the officials of the BUYER will report to the appropriate authority any attempted

or completed breaches of the above commitments as well as any substantial suspicion

of such a breach.

1.4 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.



2. Commitments of BIDDERs

2.1 The BIDDER commits itself to take all measures necessary to prevent corrupt practices,

unfair means and illegal activities 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:

2. 2 The BIDDER will not offer, directly or through intermediaries, any bribe, gift,

consideration, reward, favour, 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, organisation or third

party related to the contract in exchange for any advantage in the bidding,

evaluation, contracting and implementation of the contract.

2.3 The BIDDER further undertakes that it has not given, offered or promised to

give, directly or indirectly any bribe, gift, consideration, reward, favour, 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 State Bank of India for

showing or forbearing to show favour or disfavour to any person in relation to the

contract or any other contract with State Bank of India.

2.4 Wherever applicable, the BIDDER shall disclose the name and address of

agents and representatives permitted by the Bid documents and Indian

BIDDERs shall disclose their foreign principals or associates, if any.

2.5 The BIDDER confirms and declares that they have not made any payments

to any agents/brokers or any other intermediary, in connection with this

Bid/contract.

2.6 The BIDDER further confirms and declares to the BUYER that the BIDDER is the

original vendors or service providers in respect of product / service covered in the

Bid documents and the BIDDER 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 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.

2.7 The BIDDER, at the earliest available opportunity, i.e. either while presenting

the Bid or during pre-contract negotiations and in any case before opening the

Indicative Price Bid (Online) and before signing the contract, shall disclose any

payments 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.

2.8 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.

2.9 The BIDDER will not accept any advantage in exchange for any corrupt practice,

unfair means and illegal activities.

2.10 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.

2.11 The BIDDER commits to refrain from giving any complaint directly or through

any other manner without supporting it with full and verifiable facts.

2.12 The BIDDER shall not instigate or cause to instigate any third person to commit

any of the actions mentioned above.

2.13 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 filing of tender. The term 'relative' for this purpose would be as defined in



Section 6 of the Companies Act 1956.

2.14 The BIDDER shall not lend to or borrow any money from or enter into any

monetary dealings or transactions, directly or indirectly, with any employee of the

BUYER.

3. Previous Transgression

3.1 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 / Public Sector Banks in India or any Government

Department in India or RBI that could justify BIDDER's exclusion from the

tender process.

3.2 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.

4. Earnest Money (Security Deposit)

4.1 While submitting commercial Bid, the BIDDER shall deposit an amount (specified

in RFP) as Earnest Money/Security Deposit, with the BUYER through any of the

mode mentioned in the RFP / Bid document and no such mode is specified, by a

Bank Draft or a Pay Order in favour of State Bank of India from a nationalized

Bank including SBI or its Subsidiary Banks. However payment of any such

amount by way of Bank Guarantee, if so permitted as per Bid documents / RFP

should be from any nationalized Bank other than SBI or its Subsidiary Banks and

promising payment of the guaranteed sum to the BUYER on demand within

three working days without any demur whatsoever and without seeking any

reasons whatsoever. The demand for payment by the BUYER shall be treated as

conclusive proof for making such payment to the BUYER.

4.2 Unless otherwise stipulated in the Bid document / RFP, the Earnest

Money/Security Deposit shall be valid upto 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.

4.3 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.

4.4 No interest shall be payable by the BUYER to the BIDDER on Earnest

Money/Security Deposit for the period of its currency.

5. Sanctions for Violations

5.1 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 and without giving any compensation to the BIDDER. However, the

proceedings with the other BIDDER(s) would continue, unless the BUYER desires

to drop the entire process.

(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 sums already paid by the BUYER, and in case of an Indian

BIDDER with interest thereon at 2% higher than the prevailing Base 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 for any other stores, such outstanding could also be utilized to

recover the aforesaid sum and interest.



(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. The BIDDER shall be

liable to pay compensation for any loss or damage to the BUYER resulting from

such cancellation/rescission and the BUYER shall be entitled to deduct the

amount so payable from the money(s) due to the BIDDER.

(vii) To debar the BIDDER from participating in future bidding processes of the

BUYER or any of its Subsidiaries 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) 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.

(x) Intimate to the CVC, IBA, RBI, as the BUYER deemed fit the details of such events for

appropriate action by such authorities.

5.2 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.

5.3 The decision of the BUYER to the effect that a 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

purposes of this Pact.

6. 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 or

any other Bank 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 or a Bank 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 refunded by the BIDDER to the BUYER, if the contract

has already been concluded.

7. Independent Monitors

7.1 The BUYER has appointed Independent Monitors (hereinafter referred to as

Monitors) for this Pact in consultation with the Central Vigilance Commission

Shri Johny Joseph, IAS (Retd.) & IEM,

701/702, Callalily-Y, Nagar Amrit Shakthi, Chandivali,

Andheri (East), Mumbai. 400072.

Email : [email protected]

7.2 The task of the Monitors shall be to review independently and

objectively, whether and to what extent the parties comply with the

obligations under this Pact.

7.3 The Monitors shall not be subjected to instructions by the representatives of

the parties and perform their functions neutrally and independently.

7.4 Both the parties accept that the Monitors have the right to access all the

documents relating to the project/procurement, including minutes of meetings.

Parties signing this Pact shall not approach the Courts while representing the

matters to Independent External Monitors and he/she will await their decision in

the matter.

7.5 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.

7.6 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 obl igat ion to t reat the informat ion

and documents of the BIDDER/Subcontractor(s) with confidentiality.

7.7 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.

7.8 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.

8. 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.

9. Law and Place of Jurisdiction

This Pact is subject to Indian Law. The place of performance and jurisdiction is

the seat of the BUYER, i.e., Mumbai.

10. Other Legal Actions

The actions stipulated in this Integrity Pact are without prejudice to any other

legal action that may follow in accordance with the provisions of the extant law

in force relating to any civil or criminal proceedings.

11. Validity

11.1 The validity of this Integrity Pact shall be from date of its signing and extend

upto 5 years or the complete execution of the contract to the satisfaction of

both the BUYER and the BIDDER/Seller, including warranty period,

whichever is later. In case BIDDER is unsuccessful, this Integrity Pact shall

expire after six months from the date of the signing of the contract, with the

successful Bidder by the BUYER.



11.2 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.

12. The parties hereby sign this Integrity Pact at _____ on ___________

For BUYER For BIDDER

Name of the Officer. Chief Executive Officer

Designation

Office / Department / Branch

State Bank of India.

Witness Witness

1 1.

2 2.

* Provisions of these clauses would need to be amended/ deleted in line with

the policy of the BUYER in regard to involvement of Indian agents of foreign

suppliers.

Note: This agreement will require stamp duty as applicable in the State where it is executed.



ANNEXURE-M

Solutions and Services Description

The Bidder is expected to describe adequate detail for the solutions and services that

they propose to meet the requirement for this RFP. The Bidder to note that for all the

requirements in Technical & Functional Specifications where information has been

sought has to be collated and furnished under this annexure.

Separate annexures for the following, but not limited to, functions must be provided:

MAND 07, TS PBXACD 02, TS PBXACD 04, TS PBXACD 19, TS PBXACD 65, TS AUTH 11, TS ARCH 45,

TS ARCH 47, TS ARCH 48, TS APPDVP 03 & TS APPDVP 04, technological competence /

advancements made with bots, Priority Queuing for Premium Segment, Language Selection (on

subsequent calls), Skill-based intelligent routing, etc.



ANNEXURE-N

Authorisation Letter

SUB: RFP for “Building, Migrating and Operating a Contact Centre” . Ref: Your RFP No.

We have carefully gone through the contents of the above referred RFP and furnish the following information relating to Technical Bid/Specification.

No. Particulars Details to be furnished by the

Bidder

a)

Name of the Bidder

b) E-mail address of contact person(s)

c) Details of:

Description of business and business background Service profile & Client profile

d) Details of similar assignments

executed by the bidder during the last

five years in India

( Name of the Bank, time taken for

execution of the assignments and

documentary proof from the Bank are to

be furnished)



ANNEXURE-O

Service Level Agreement

Penalties:

Availability SLA Performance Slab Penalty for that

months billing

for that service

All Availability SLAs from SLA 01 to SLA 05

99.49 to 99.30 0.5%

99.29 to 99.10 1%

99.09 and below 2%

Service Name Performance Measure


SLA 11-Service Level (90% calls in 20 sec)

>=86% <90% 3%

>=82% <86% 5%

<82% 7.5%

SLA 12-Service Level (Premium Segment) (90% calls in 10 sec)

>=86% <90% 3%

>=82% <86% 5%

<82% 7.5%


>3% <=5% 3%

>5% <=8% 5%

>8% 7.5%

SLA 18 -Service Level for email

>=90% 3%

>=85% <88% 5%

<85% 7.5%

SLA 23 - Interaction Quality Score

>=90 <95 3%

>=85 <90 5%

<85 7.5%

SLA 24 - Interaction Quality Score (Premium Segment)

>=92 <97 3%

>=87 <92 5%

<87 7.5%

SLA 25-Capacity Management for Telecom SLA 26-Capacity Management inbound Agent (All associated ports & licenses) SLA 27-Capacity Management inbound IVR (All associated ports & licenses) SLA 28-Capacity Management - Outbound Agent (All associated ports & licenses) SLA 29-Capacity Management –Outbound IVR (All associated ports & licenses)

>75% <=80% 3%

>80% <=85% 5%

>85% 7.5%



SLA 30 - Average Call Handling Time for outbound Agent Calls

TBD based on data from 3 months of outbound agent calling process

SLA 31 - Call Recording – Inbound (Agent)

>=99 <100% 1%

>=98% <99% 3%

<98% 5%

SLA 33 – On Call Resolution

>=90% <95% 3%

>=85% <90% 5%

<85% 7.5%

SLA 35 – Fatal Error

>2% <=3% 3%

>3% <=4% 5%

>4% 7.5%

Penalties & Bonus:

Service Name Performance table Bonus for that months billing for that service


SLA 13 - Average Call Handling Time (225 secs)

<215 secs 1%

>225 secs 1%

SLA 16 - Repeat Call Rate on IVR

For every 5 percentage reduction over base line

1%

SLA 17 - Repeat Call Rate at Agent

For every 5 percentage reduction over base line

1%

SLA 34 - IVR Call completion

For every percentage point increase over base line

1%

For every percentage point increase below base line

1%


>83% <=86% 2%

>86% 4%

>=75% <80% 2%

>=70% <75% 4%

<70% 5%


>83% <=86% 2%

>86% 4%

>=75% <80% 2%

>=70% <75% 4%

<70% 5%

WFM



Material Breach: CTQ

CTQ SLAs

S. No

Performance Metric

Measure Unit

Measurement frequency

Reporting frequency

Service level

Unstable Stage Level

Class

SLA Type

01



Daily Monthly

>=99.5%

99.09% and below

P class


02



Daily Monthly

>=99.5%

99.09% and below

P class


03

SLA 11 – Service Level


Hourly Daily

>=90% calls in 20 secs

<82% KPI Service Efficiency

04



Daily Monthly

<=3% >8% KPI Service Efficiency

05

SLA 34 - IVR Call completion


Daily Monthly

TBD after pilot stage

<10% of base line

KPI Service Effectiveness

06


CSAT Score designed

Daily Monthly

>=80% <70% KPI Service Effectiveness



These are only for SLAs. Other penalties as mentioned in respective places in Annexure – ‘E’ and Annexure – ‘I’. Further, refer to the relevant sections (6) of Annexure-‘E’, for clarifications / definitions on the SLAs.



ANNEXURE-P

Deviation Sheet

We/ M/s ___________________ confirm that the below mentioned table has all the deviations mentioned in the requirement of this RFP. The bidder is required to fill in the below mentioned table with all deviations to the requirements given in this RFP. This includes all sections and annexure in the main document and ‘partially compliant’ and ‘non-compliant’ sections of Annexure ‘C1’– Functional Specifications, Annexure ‘C2’- Technical Specifications, and ‘non complaint’ sections of Annexure ‘F’ – Terms & Condition Compliance. Any requirement not covered under this format would be considered as compliant. We also confirm that, all the partially complied or not complied with requirements in Annexure C1 and C2 and all other requirements as stated in this RFP, will be complied with before the end of Pilot state stage.

Sr.

No.

Document Section Sub-

section

Line /

Sr. no

Requirement Deviation if any

Authorised Signatory Name: Designation: Bidders’ Corporate Name: Address: Email and Phone: