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									   REQUEST FOR PROPOSAL
CENTRALISED BANKING SOLUTION
        (CBS) CITIZENS`CO-OPERATIVE BANK Ltd.

       Administrative Office:117, A/D, Gandhi Nagar Jammu-180004


                   Ref No: Admin:IT:CBS:2008-09:08


           INVITATION FOR BIDS Date : 03/11/2008
             RFP No. : HO:DIT:CBS:2008-09 :08
Table of Contents .
1 Invitation for Bids.
1.1. Eligibility Criteria 2. Schedule of Requirements 3. Project
Timelines 4. Evaluation Methodology 5. Terms & Conditions 6. CBS
Scope 7. Disaster Recovery Build 8. Bank Wide Area Network 9.
Facilities Management 10. Service Level Definitions 11 General
Instructions to Principle Bidder /Principle Bidder Forms Form 1 -Bid
Form.doc Form 2 -Bid Security Form.doc Form 3 -Alliances format.xls
Form 4 -Letter from Hardware OEM.doc Form 5 -Manufacturer's
Authorisation Form.doc Form 6 -Eligibility Evaluation Details.xls
Form 7 -Capability Statement of Personnel, Equipment.doc

Form 8 -Functional RFP.xls Form 9 -Technical RFP for DRS.xls Form
10 -Technical BOM.xls Form 11 -Bandwidth Details.xls Form 12 -
Commercial Bid Details.xls Form 13 -Project & Personnel
Schedule.doc Form 14 -FM Details.doc Form 15 -Service Centre
Details.doc Form 16 -Active Modules and Interfaces.doc Form 17 -
Comments on T&C.doc
Form 18 -Conformity Letter.doc Form 19 -Conformity with
HardcopyLetter.doc Form 20 -Letter of Authority.doc Form 21 -
Performance
Security Form.doc Annexure A -Branch Address ,Annexure H,
Annexure- I Specification for security requirements, J -Specifications
for Core Banking Technical.xls, Annexure K – Submission Checklist



Preface
CITIZEN`S CO-OPERATIVE BANK intends to implement Centralised
Banking Solution (CBS) in phases within a period of Six months.
The scope of the project envisages a complete turn key solution
which may inter-alia include procurement, installation and
maintenance of hardware, system software, application software &
networking equipments at the Data Centre, Disaster Recovery Centre,
Citizens` , and Branches and customisation, parameterisation and
implementation of application software and system integration with
facilities management for 7 years with training to Bank’s designated
personnel and hand-over successfully at the end of the agreed
period. DRC buildup is also a part of the scope of the project.
Interested Principle Bidders may obtain further information from the
Office of Citizen`s co-operative bank, Head Office, Administrative
office 117A/D Gandhi Nagar Jammu 180004, India, before the last date
of submission.
A complete set of Request for Proposal (RFP) may be purchased by
any interested Principle Bidder/Principle Bidders on the submission
of a written application, in duplicate, from Citizen`s co-operative
bank, Administrative office 117 A/D Gandhi Nagar Jammu
180004,India upon payment of non-refundable fee of Rs. 5,000/=
(Rupees Five Thousand only) in the form of Demand Draft or Banker’s
Cheque in favour of Citizen`s co-operative bank payable at Jammu.
The Principle Bidders who purchase the RFP in their names only are
eligible for submission of bid.
The RFP may be obtained from the above address (in person or Thru
Post) during office hours on all working days either in person or by
post.

The details are as under :
Courier Charges : Rs. 500.00
Date of commencement of sale of RFP : 08.11.2008 10:00 AM.
Last Date for sale of RFP : 10.12.2008 02.00 P.M.
Last Date and time for receipt of Bid : 15.12.2008 03.00 P.M Technical
Bids
Date and Time of Opening of : To be notified later to Commercial
Bids the eligible Principle Bidders
Place of submission & opening of Bids : Citizen`s co-operative bank
Administrative Office, 117 A/D Gandhi Nagar Jammu 180004
All bids (Technical & Commercial) must be submitted at the same
time giving full particulars in separate sealed envelops at the Bank’s
address as mentioned above.
All bids must be accompanied by a bid security as specified in the
RFP and must be delivered at the above office on or before specified
date and time indicated above.
Technical Bids will be opened in the presence of the Principle
Bidders’ representatives who choose to attend on the specified date
and time. Technically qualified bids will be taken up for further
processing and the Commercial Bids of qualified Principle Bidders
will be opened in the presence of the technically qualified Principle
Bidders’ representatives on separate date and time which will be
notified separately.
No further discussion / interface will be granted to Principle Bidders
whose bids have been disqualified.
Citizen`s co-operative bank reserves the right to accept or reject in
part or full any or all the offers without assigning any reasons
whatsoever.

Eligibility Criteria

      • The PRINCIPLE VENDOR can bid in consortium with other
      S/W , Hardware and Networking vendors.

      • SOFTWARE VENDOR should implement the offered solution
      for at least 2 cooperative with 150 branches and minimum 25
      banks including co-operative banks as TBA/CBS solution
      products in India..

      • SOFTWARE VENDOR should have a healthy level of sales in
      the same activity. It is desired that the annual turnover of the
      company should be at least Rs. 50 crores above from banking
      S/W sales for last 2 years.

      • The SOFTWARE VENDOR should be CMMI 5 level certified
      company.

      • The SOFTWARE VENDOR should have their own delivery
      channels like ATM switch, tele-banking, mobile banking and
      internet banking etc.
     • The SOFTWARE VENDOR should have 5 years experience in
     banking business.


HARDWARE VENDOR

The HARDWARE VENDOR should have the capability to execute
the work with respect to personnel, equipment and manufacturing
facilities and should have installation in at least 1 DC in any bank
with minimum 500 branches. The hardware vendor should be a
profit making and financially sound company. (Criteria for
profitability is flexible for reputed companies including PSUs).
NETWORKING VENDOR
The networking vendor should have executed the similar scope of
work in at least a bank with at least 500 branches.
The Principle Bidders must be the Authorized partner for Application
software, hardware, system software, networking equipment or their
authorized resellers or should have a tie up with different
agencies/Principle Bidders is to provide the total solution.

The decision of the Bank would be final and binding on all the
Principle Bidders to this document. The Bank may accept or reject an
offer   without     assigning   any    reason   what    so     ever.




               SCHEDULE OF REQUIREMENTS
1. Introduction
Project Overview
To achieve the Bank’s business objectives and long term goals
including attaining higher levels of operational efficiency, growth in
business and improving profitability, the Bank intends to implement
new technology solutions that would support all the current and
future needs of the Bank and the customers.
The Bank wishes to network its 17 sites, deploy an integrated
Centralised Banking Solution (“CBS”) in 11+4 branches and
associated extension counters, Central and Administrative offices
and offer delivery channels like Internet, Phone and Mobile
(SMS/WAP) banking. The Bank also wants to implement CBS in any
new branches opened during the next few years.
Project Scope
The Bank further wishes to set-up a 24 hour centralized customer help
desk and help desk facility. Envisaged scope is enumerated below
which                                                        include:

      • Deployment of CBS in 11+4 branches associated extension
      counters, Central and Administrative office.
      • Deployment of other applications like,Cash Management, Fixed
      Assets, Inspection, HRMS
      • Deployment of delivery channel like Internet, Phone and Mobile
      banking (SMS/WAP)
      • Deploy a Bank wide area network across 17 locations
      • Disaster Recovery Centre to be built at different seismic zone
      • Deployment of a centralized Data Centre at Jammu and Disaster
      Recovery Centre at different seismic zone.
      • Facilities management for components provided as part of this
      tender.

The detailed requirements on each of the area mentioned below are
available in detail in following sections document. However, the Bank
reserves its right to change the scope of the RFP considering the size and
variety of the requirements and the changing business conditions.
Based on the contents of the RFP, the Principle Bidder shall be required to
independently arrive at a solution, which is suitable for the Bank, after
taking into consideration the effort estimated for implementation of the
same and the resource and the equipment requirements. The Bank
expressly stipulates the Principle Bidder’s selection under this RFP is on
the express understanding that this RFP contains only the principal
provisions for the entire assignment and that delivery of the deliverables
and the services in connection there with are only a part of the assignment.
The Principle Bidder shall be required to undertake to perform all such
tasks, render requisite services and make available such resources as may
be required for the successful completion of the entire assignment at no
additional cost to the Bank.

To implement CBS solution, the Bank is looking at a complete turn key
solution which may inter-alia include procurement, installation and
maintenance of hardware, system software, application software &
networking equipments at the Data Centre, Disaster Recovery Centre , and
Branches and customisation, parameterisation and implementation of
application software and system integration with facilities management for
7 years with training to Bank’s designated personnel and hand-over
successfully at the end of the agreed period. DRC build is also a part of the
scope of the project. Any other related work for smooth implementation of
CBS in the Bank must be undertaken by the Principle Bidder .
The major objectives of implementing CBS solution in the Bank are given

below:
      • Centralised Repository of Data
      • Efficient and state of the art MIS including Risk Management, all
      other statutory and non statutory statements
      • Easier roll-out of innovative and customer centric products like
      Internet Banking, Tele Banking, Any Branch Banking, Kiosk Banking,
      Cash Management and any other emerging delivery channels.
      • Uniformity of Application, parameters and version all across the
      branches
      • Rationalization & elimination of repetitive and manual drudgery of
      work at branches, which should result in optimisation of manpower
      at all levels.
      • Implementation of Business Process Reengineering techniques to
      stream line the processes so as to derive the best technological
      advantage after implementation of CBS in the Bank.

2. About Citizen`s co-operative bank
Citizen`s co-operative bank represents the oldest Urban sector bank in
Jammu and Kashmir, serving customers since 1978. Presently the Bank is
having 11 branches and 4 Branch / extension counters, spread over in
Jammu district. Some of the business statistics figures in Crores of
Rupees) of the Bank as on 31.03.2008 are as under:
       • Deposits :– 19593.88 Lacs
       • Advances (Net) :-11210.57 Lacs
       • Investments (Net) :– 9416.52 Lacs
       • Total Income (March 08’ Quarter) :-1782.99 Lacs Bank has presently
       4 branches computerized . Bank’s Requirements in relation to CBS

3. Functional Requirements
Given below is a brief overview of key application requirements
considered critical by the Bank as part of the proposed CBS. The list is
indicative and not exhaustive.
      • All retail modules viz. various Deposit and Advances schemes
      including Savings, Current, Current Plus, Term/Flexi Deposits,
      Overdraft, Cash Credit, Bills, Guarantee Remittances, Demand /Term
      Loans, maintenance and updation of securities for Borrower
      accounts

      besides Cash, Clearing, Transfer, Locker, TDS, Signature Capture,
      Inventory Management modules. It should also support appraisal
      and decision support system for various retail lending schemes, viz.
      Consumer Loan, Housing Loan, Education Loan, Vehicle Loan etc.
      • It should also support accounting and MIS needs for the Bank
      relating to handling of Govt. Business (including PPF, Pension,
      Direct Taxes & Relief Bonds etc.)
      • It should facilitate system based classification of accounts as per
      prudential norms in place.
      • It should support the corporate products including Cash
      Management Schemes, Remote Access etc.
      • The software should support all state of the art delivery channels
      viz. ATMs, Tele Banking, Internet Banking, Kiosk Banking etc.

      • The software should support comprehensive MIS for the Bank as a
      whole which should inter alias include, Risk Management, Inspection
      tools besides generating all statutory and non statutory statements
      required to be generated at Daily/ Weekly/ Monthly/ Quarterly/ Half
      Yearly/ Yearly intervals as per the requirements of the Bank.
      • The application software may preferably be platform independent
      and must support GUI and Web enable technologies.
      • It should facilitate integration of data from manual or partly/fully
      computerized branches with the CBS and facilitate generation of
      various MIS requirements of the Bank. It must be able to integrate
      and support any 3rd party applications even beyond the scope of
      this RFP as and when required by the Bank in future viz. Data
      Warehousing, Data Mining and CRM applications.
      • All the interfaces (wherever required) should be provided by the
      Principle Bidder.

The Principle Bidder must clearly state what functionalities are available
at present with the proposed solution, as this will be a key component of
the evaluation process.
it is the Principle Bidder’s responsibility to clearly specify the hardware
requirements and their inter-connectivity for the Data Centre/branches. The
proposed hardware should broadly cover the server sizing (CPU, storage

needs, memory, auto-backup devices, etc.) and should take into account
future volume and technologies. The branch peripherals for all branches
also have to be provided by the Principle Bidder as a turnkey solution. The
Principle Bidder’s proposal must clearly state the sizing requirements and
the scalability of the proposed hardware. Citizen`s co-operative bank
requires sizing for 11+4 branches, with scalability to 25 branches. The
Principle Bidder needs to present the Hardware Configuration Summary in
Technical Bill of Materials . The total number and type of servers, their
make, model, and desired specifications have to be clearly stated, in the
said form. The proposal also needs to specify whether there is a need for
branch servers. At present 4 nos. of TBA branches have been provided
with servers along with dumb terminals, PCs, printers and other
peripherals and the application S/W . The Principle Bidder must clearly
spell out complete requirements of the hardware at the branches. Bank
may utilize the existing hardware at the branches to the extent possible.
However, the existing licenses on RDBMS, ,Microsoft etc. with the Bank
should not be considered by the Principle Bidder for use in their CBS
solution. Adequate redundancies must be built into the solution for
ensuring optimal performance while taking into account the present as well
estimated number of future users and the load estimated on the system.
Principle Bidder must also highlight the backup and disaster recovery
plans and also clearly state the bandwidth requirements for the branches.
A topology diagram has to be enclosed that depicts the following
requirements:
      • Operating system and RDBMS
      • Total hardware architecture
      • Hardware (including sizing)
      • Networking Component at the Data Centre, DRC, and Branches. The
      Principle Bidder has to give an undertaking that the configuration
      recommended would deliver the performance requirements
      necessitated by Citizens cooperative bank. If selected, the Principle
      Bidder will have the obligation under the Contract to deliver the
      performance promised. The Principle Bidder may partner with
      independent reputed (ISO 9000 accredited) Hardware vendors,
      However, if the proposed solution makes use of proprietary
      components, they must be clearly identified and details regarding
      their availability, support, upgrades and maintenance and other
      related issues must be given. The Principle Bidder may be required
      to verify the bench marking results on there commended hardware
      ported with required system/application software to meet the
      response time, up time and other efficiency parameters.

Data Centre and Disaster Recovery Centre The Bank will provide a
centralised Data Centre (DC) at Jammu. The bank will also provide space
for the Disaster Recovery Centre (DRC) build at different seismic and DRC
will host the application servers, databases and all the related software and
hardware (Please give option for both capex & Opex Models). The central
host will undertake centralised back-office processing, end-of-the-day and
start-of-day operations, back-ups and other key functions. The Data Centre
will also have control over Enterprise Management and Network
Management functions. The Principle Bidder must clearly spell out the
configuration and specification of the complete hardware requirements
along with networking infrastructure for CBS at DC and DRC. The
recommended CBS hardware at DC and DRC should be able to provide
response time as per the service levels mentioned in section 10 to all
online users through the nodes installed at different branches It should
also support queries on historical transactions with the response time as
per the service levels mentioned in section 10. The hardware so proposed
should work in a complete redundant mode to provide 24x7 service to the
clients and to support other delivery channels including Internet Banking,
Tele Banking, ATMs, Any Where Branch Banking (ABB) etc. The DRC
should be deployed at a 100% capacity of the DC for the hardware and
processing while the security and environmental controls need to be
similar to the DC.True Active-Active Cluster to be implemented in (DC) and
Active-Passive Cluster to be implemented in Disaster Recovery Site (DRS).
In case of hosted model the DC should comply to World class data center
setup (Should be owned & Operated by the consortium member, should
have diverse connectivity available, comply to Level 3 specifications, N+1
Redundancy, Intruder Alarm and CCTV System), Command Centre and
Data Center should be separate locations, should in seismic zone I. A
Complete report of backups & Database Management should be provided
at regular intervals.
Principle Bidders should also mention as to how much space the Principle
Bidder shall require at DC to host all its servers, routers, switches, firewalls
and all other equipments. The seating space required for the manpower,
provided by the Principle Bidder, required for all the activities (activity
wise) should also be provided. Some considerations while providing the
solution include: Security products at DC, viz. firewall/IDS, are required
from 2 separate vendors while adhering to the security requirements as
provided in Annexure I. Test environment for all 3rd party applications
need          to        be        provided            at        the         DC.

Delivery Channel servers in the DC and DRC should not host any other 3rd
party applications. Test & Development Server for 3rd party Applications
should be separate from Test & Development servers for delivery channel
applications. Tele-banking Test & Development Servers to be separate from
the Test & Development Servers of other applications at DC. Hardware for
Internet banking, Phone Banking, Mobile Banking, SMS Banking Test &
Development Servers must all be separate and independent. Complete
hardware and software with required redundancy for security viz. Firewall,
IDS etc. must be provided. Separate Web, Application and Database
servers for all delivery channels applications must be provided.

Hardware
The Principle Bidder should size for adequate hardware based on the
volumes for the Core Banking Application & database and all other
applications relevant for DC & DRC. The core banking application &
database should be sized for individual active-active cluster solutions at
the DC & active-passive cluster at the DRC. The hardware sized for all the
applications should be redundant scalable. All the components within the
server should be hot swappable and should incur no downtime due to
component failure. All the servers suggested should have dual power
supplies. The power input to the power supplies will be from separate UPS.
In case of failure of one power supply, the second power supply should be
able to take the full load without causing any interruption in services. All
servers should have a minimum of dual 1000 Mbps network interface cards
(NIC) installed on different slots. Each NIC will be cabled from a different
module on the switch using gigabit speed cabling. The hardware proposed
for the solution as part of this RFP should not exceed 70% of CPU(s),
memory(s), hard disk(s) & NIC(s) utilisation levels at any given point in
time. The hardware and application should be sized and configured to meet
a minimum of 225 TPS, where all the debit and credit legs of the transaction
would be considered as a single transaction, along with the necessary
number of concurrent transactions, total number of transactions in a 4
hour window, number of accounts, time taken for End of Day, batch
processing and meet the required response time as expected by the Bank.

SAN storage capacity is estimated to be a minimum of 15 terabytes for the
project at the DC and DR each. If the individual solutions suggested by the
Principle Bidders necessitate additional capacity, then the Principle Bidder
would need to provide accordingly to meet the RFP and SLA requirements.

Networking The Bank has connected 11+ 4 branches through 2 MBPS
Leased Line with ISDN as the Backup. The proposed solution for
Centralised Banking Solution has to be integrated with the existing
network. However, the Principle Bidder is required to submit a detailed
Network design for the proposed solution. It is to be mentioned that
connectivity of all the CBS Branches would be provided by the CBS
Principle Bidder . Network
Connectivity and all the required networking equipments at the DataCentre,
DRC, Citizens` ,, Branches and extension counters has to be provided by
the Principle Bidder .Following are the requirements in this regard:-


The Principle Bidder should provide various networking equipments viz.
Routers, Switches, Modems etc. at each level viz. Data Centre, DRC,
Citizens` ,, Branches and Extension counters as per the Network Design for
the proposed solution . The Principle Bidder must clearly specify the
bandwidth requirement of the proposed application with adequate buffers
to maintain the response time given in section 10 during peak hours._ For
sizing the bandwidth for other 3rd party applications, the Principle Bidder
to assume one user per branch and the bandwidth requirement for all these
other 3rd party applications (e.g., HRMS, Fixed Assets, Inspection etc.) is
taken at the maximum of all the 3rd party applications requirement per user
per branch._ The details and requirements of Firewall, IDS, Virus
Protection, Proxy level and any other required security must be defined to
ensure complete security of transactions across the network._ ISDN
fallback router should be separate from the core router. Bandwidth sizing
for IP Telephony should be done while considering its use during business
hours also. The bandwidth requirement for legacy application is 5Kbps.
This is per Branch, irrespective of the size of the Branch.


IPSEC overheads must be provisioned for while calculating the Bandwidth
requirements per Branch. The links can be routed through separate
exchanges of one provider, in case two Service Providers are not
available._ Network Bandwidth Sizing Methodology document must be
also be provided. Network equipments and products must be compliant to
IP V6 support with immediate effect. The Principle Bidder proposal must
provide detailed layout and drawings for required LAN/Data Cabling needs
at various levels such as DataCentre, DRC and all branches
Application Software The bank seeks a strong, scalable, secure and the
latest software to meet its current as well as future requirements. Such a

product needs to include retail, corporate and other modules in order to
support the most sophisticated delivery channels including electronic
delivery channels. The Bank intends to acquire Corporate License for
Centralised Banking Solution. The product proposed must be
parameterized as well as customized to meet the specific requirements
according to bank. It must include adequate inbuilt security as well as
sufficient audit logs to maintain historical footprint of transactions
performed by various users. The software needs to be user friendly and
flexible. Moreover, the software should support Business Process
Reengineering concepts.
The Bank reserves the right to audit software provided by the Principle
Bidder via external agencies. It would be the Principle Bidder’s
responsibility to include the recommendations (if any) of the audit agency
in their solution at no extra cost. Any Statutory requirements or
amendments directed by the Government, RBI and any other regulatory
body must be incorporated in all the softwares provided by the Principle
Bidder under Warranty/AMC etc. at no extra cost.
Facility Management While bidding for providing facilities management
services to the Bank the Principle Bidder needs to consider that all the
solutions provided by the Principle Bidder by way of this RFP should come
with 3 (Three) year free Product warranty and 3 (Three) year onsite free
service warranty and are expected to be on AMC thereafter for 4 years
which will be included under FM.


Maintain the IT infrastructure for all the components discussed in this RFP.
The Bank expects the facilities management function to be carried out from
the Bank’s premises. The detailed requirements for Facilities Management
are provided in Section 9. The Principle Bidder needs to offer a 2 seater
Centralised Help Desk and arrange Support Cell at identified
Centers/locations to assist project implementation. For the Centralised
Help Desk and help desk, the Principle Bidder is responsible for offering
full-time engineers for trouble-shooting during complete period of the
contract. In case the Principle Bidder proposes Support Cells at identified
centres, the
 Principle Bidder will have to offer fulltime engineers trained in all
 the software, RDBMS and OS aspects. They must be able to help
the users. The requirement of any kind of Hardware, Software, and
Networking etc. for the centralized help desk and / or Support cells
should be provided.


Project Timelines
Branch Implementation: The 1 branch and 1 extension counter, as per
clause have been selected The first 2(1+1) pilot branches should be
implemented within 2 months of the issue of Purchase Order by the bank to
the selected Principle Bidder..
Delivery Channels Deployment: All the delivery channels as mentioned in
Form 8, should be deployed within the pilot implementation phase. It is
expected that all the customers of the pilot branch mentioned above would
be able to utilize all the delivery channels by the end of the pilot
implementation phase.
Interface Building: All interfaces as required by the bank should be
developed and successfully implemented by the end of the pilot
implementation Phase
Testing: For the pilot implementation branch to be completed, all the
testing
including “Computer Room Pilot” and “User Acceptance Testing” should
be completed. It will be the Principle Bidder’s responsibility to create the
testing environment for the bank’s employees to do the testing and the
Principle Bidder will be required to assist the Bank in the entire testing
phase. The testing environment should at all times support 25concurrent
users. The Principle Bidder needs to provide separate test
environment for CBS, Delivery Channels and other Software being a
part of the solution to be provided by the Principle Bidder. The bank
will not provide any desktops for the Principle Bidder personnel.

Bank Wide Area Network: The Bank expects the network implementation of
the BWAN to be split into 2 phases. Phase I of the network implementation
should be completed within 2 months of issue of the Purchase Order. The
rollout of the network implementation should also be in line with the
branch roll out.
DC & DRC:
The equipment in the DC should be deployed within 2 months from

the date the Purchase Order is issued.
The DRC site should be made available for implementing within
3months from the date of the DC going live and functional.
Facilities Management:
The Bank expects the Principle Bidder to provide all the services
mentioned in the facilities management document – section 9, the day the
first pilot branches is successfully implemented.
Help desk – The help desk should be fully functional from the day
the first pilot branch is successfully implemented.
The Bank expects every new branch / office being migrated to the
centralised-banking solution or being networked to be able to utilize the
services of the helpdesk ..2 Roll Out Plan: The Principle Bidder needs to
roll out the network and the CBS as specified in the RFP floated by the
bank. However the Bank reserves the exclusive right to change any of the
branches mentioned in Annexure A and CBS branches as specified in the
tender document at any point in time. Further it is assumed that any new
branch opened by the Bank would be networked and would also be on the
CBS, and would utilize all the delivery channels.
CBS Implementation: The Bank envisages implementing CBS in phases as
under:
        • Pilot within 2 months from the date of issue of the Purchase Order.
        • Rest all branches within 6 months from the date of issue of
        purchase order. Order The Bank expects that all the customers of
        every new branch being migrated to the core-banking solution
        should be able to utilize all the delivery channels and any new
        branch opened by the Bank is also expected to directly operate on
        the proposed CBS, Trade Finance module and all delivery channels..

Implementation & Roll out Plan in a nutshell: Table # 1 Time of completion
2 +6 = 8 months from the date of issue of purchase order
The bank envisions that the 3rd Party software should be implemented
according to the following table:-
S. No. Software Implementation start after no. of CBS branches 1 HRMS
After




completion of pilot and complete within 4 months 2.AML After completion
of pilot and complete within 4 months 3. Cash Management After
completion of pilot and complete within 6 months 4. Inspection After 5
branches and complete within 6 months


Fixed Asset After 10 branches and complete within 6 months. Inspection
After 11+ 4 branches and extension counters and complete within 6
months.
Evaluation Methodology
EVALUATION AND COMPARISON OF BIDS:
The aim of the entire evaluation exercise is to arrive at the most suitable
solution that meets the Bank’s needs. The cycle will also allow the Bank to
choose a Principle Bidder that can implement the proposed solution in an
effective, efficient manner, and within the specified time frame, as well as
offer comprehensive service and upgrades, when required.
Only those bids, which have been determined to be substantially
responsive and meet the eligibility criteria and are complete in all respects,
will proceed to the stage of being fully evaluated and compared. The
evaluation would cover all aspects including the Application Software,
hardware, etc. While evaluating the bid, major focus would be given to the
application software, their functionalities and the installation base for the
same.
The criteria for evaluation includes among others, the installed base,
functionalities of the system, scalability, customization security features,
support, the technology involved, documentation offered, ease of
implementation, reputation and experience of the Vendors in consortium
.This is an indicative list, and the Bank is not liable to disclose either the
criteria or the evaluation report/reasoning to the Principle Bidder(s). The
evaluation procedures to be adopted for Application Software, Operating
System, RDMBS and hardware will be the sole discretion of the Bank.
The Bank will first evaluate the Technical Bids and technically qualified
bids would be short listed for further evaluation. Commercial bids will be
opened for only those Principle Bidders who have been short listed.
Various steps involved are detailed below. The Bank’s authorized

groups/individuals will have the ultimate right to make the final decision.
Evaluation of Eligibility Criteria
The Principle Bidder needs to comply with all the eligibility criteria
mentioned below. Non-compliance to any of these criteria would result in
outright rejection of the Principle Bidder’s proposal. The Principle Bidder is
expected to provide proof for each of the points for eligibility evaluation.
The proof provided has to be in line with the details mentioned. Any
credential detail mentioned and not accompanied by relevant proof
documents from the bidder will not be considered for evaluation. All
credential letters should be appropriately bound, labeled and segregated in
the respective areas. There is no restriction on the number of credentials a
Principle Bidder can provide. The criteria for eligibility evaluation are:
The Principle Bidder should have proper service Support setup in Jammu
and Kashmir. Details to be provided with proof.
The Principle Bidders must be the original supplier of Application software,
hardware, system software, networking equipment or their authorized
resellers or should have a tie up with different agencies/Principle Bidders
to provide the total solution (enclose relevant documents). The decision of
the Bank would be final and binding on all the Principle Bidders to this
document. The Bank may accept or reject an offer without assigning any
reason what so ever.
Evaluation of Technical Bids
The initial evaluation of the Technical Bids will be done by the Bank on the
basis of Technical Requirements vis-à-vis products offered analysis in
relation to:
       • Completeness of the Technical bid in all respects and availability of
       all information/details asked for in the RFP.
       • Point to point conformity of the goods offered to the technical
       requirements provided in the Technical and Functional RFP.
       • Availability of Spare parts in India and After-Sales services for the
       equipment offered in the bid.
       • Support service infrastructure of the Principle Bidder in relation to

      Centralized Help Desk and support cell thru an automated tool
      conforming to the ITIL standards.

After the initial evaluation, the selected Bids will be subjected to a more
comprehensive evaluation process as mentioned below:

Functional RFP Scoring Reponses received in Form 8 would be used for
evaluating the Principle Bidder on the functionality being proposed by the
Principle Bidder. The Functional Score for each area in Form 8 would be
worked out as follows:

The Bank has classified each of the requirements as follows:

Classification       Value               Description

Required             1                   The requirement is necessary for
                                         efficient functioning

Most Critical        2                   The requirement must be satisfied
                                         in its entirety

The Principle Bidder is expected to provide a score in the “Vendor Scores”
column for each requirement requested for, as per the following table:

Vendor Score      Description

0                 Can be customised by the time 15 branches are
                  implemented on CBS

1                 Can be customized by the end of the Pilot branch.

2                 Can be customized before the 1st Branch goes live
3                 Can be customized before the beginning of the UAT

4                 Is available as a work around

5                 Is available as requested



For each requirement in the RFP a Score would be worked by using the
following formula S = BR* VS Where

S = Score BR = Bank Rating VS = Vendor Score. The total score of each
section of the requirement would be:
TS = Σ S
Where:TS = Total Score for the section
Σ S = Sum of all the derived scores of the section.
Each section within the RFP would have an appropriate weight and the
weighted score for that section would be as follows:

WS=W * ΣS/(ΣBR * 5)
Where:
WS = Weighted Score for the section
W = Weight for the section
Σ S = Total of the derived scores of the section
Σ BR = Total of Bank Ratings of the section.

Technical RFP Verification The Bank would verify the responses received
and solution presentation by the Principle Bidders The Bank may require
the Principle Bidders to make presentations regarding the various aspects
of the proposed solution. This process will also enable the Bank to clear up
issues that may be identified from the Principle Bidders’ response to the
RFP. All expenses for such presentations will have to be borne by the
Principle Bidders.

Product Walkthrough This process requires the Principle Bidders to build a
pilot system so that it can be tested by the Bank in real life environment.
This will also enable the Bank to understand the solution’s features and fit
with the proposed architecture, and identify the level of customisation
required. Principle Bidders will have to bear the expenses involved in such
an exercise.
Reference Site Visit Citizen`s co-operative bank requires the Principle
Bidders to provide at least one reference site in a similar environment,
where the proposed solution has been installed. The Bank may contact the
users to gain information about the solution. Principle Bidders will need to
arrange for visits to the reference sites on the Bank’s request if desired by
the bank or its consultants.
Evaluation of Commercial Bids
The Commercial Bids of only technically qualified Principle Bidders will be
opened and evaluated by Citizen`s co-operative bank and the evaluation
will take into account the following factors:
The commercial bid would be evaluated based on a “Total Cost of
Ownership” (‘TCO’) basis. The key considerations of the TCO would be the
total payouts, discounted at 10% to arrive at the present value of the future
cash flows. Any further infrastructure or hardware required to meet the
performance criteria of the Bank as stated in the RFP, during the tenure of
the project, would be at the cost of the Principle Bidder. Again, any further
bandwidth required to meet the performance criteria of the Bank as stated
in the RFP, during the tenure of the project, would be at the cost of the
Principle Bidder.
All evaluated bids will be compared among themselves to determine the
lowest evaluated Bid.
The prevailing Purchase preference policy of Government of India for
Public Sector Enterprises (PSE) will be applicable. Preference will be given
to PSEs at the lowest acceptable price.
The Principle Bidder will be solely responsible for complying with any
applicable Export / Import Regulations. The Bank will no way be
responsible for any deemed Export benefit that may be available to the
Principle                                                            Bidder.




TERMS AND CONDITIONS OF CONTRACT (TCC)
General The Bank expects the Principle Bidders to adhere to the terms of
the RFP and subsequent clarifications issued by the bank and would not
like or accept any deviations to the same. If the Principle Bidders have
absolutely genuine issues only then should they provide their nature of
non – compliance to the same in the format provided Form 17. The Bank
reserves its right to not to accept such deviations to the RFP terms. The
Bank may for convenience enter into arrangements, including tripartite
agreements, with third party Principle Bidders (part of the consortium) if
required. Unless expressly overridden by the specific agreement to be
entered into between the Bank and the Principle Bidder, the RFP shall be
the governing document for arrangement between the Bank and the
Principle Bidders. 1 DEFINITIONS In this contract, the following terms shall
be interpreted as indicated:
“The Contract” means the agreement entered into between the Bank and
the Principle Bidder, as recorded in the Contract Form signed by the
parties, including all the attachments and appendices thereto and all
documents incorporated by reference therein.
      • “The Contract Price” means the price payable to the Principle
      Bidder under the Contract for the full and proper performance of its
      contractual obligations.
      • “The Goods” means all of the equipment, machinery, and/or other
      materials including peripherals and software, which the Principle
      Bidder is required to supply to the Bank under the Contract.
      • “Services” means services ancillary to the supply of the Goods,
      such as transportation, insurance and any other incidental services,
      such as

      site-preparation, installation, commissioning, and provision of
      technical assistance, training and other obligations of the Principle
      Bidder covered under the Contract.
      • “TCC” means the Terms & Conditions of Contract.
      • “The Bank” means Citizen`s co-operative bank.
      • “The Principle Bidder” means the firm supplying the Goods under
      this Contract.
      • “The Project Site”, where applicable, means the various
      branches/sites of Citizen`s co-operative bank as mentioned in the of
      RFP
      • “Day” means calendar day. 2 STANDARDS The Goods and Services
      supplied under this Contract shall conform to the standards offered
      in the bid submitted by the Principle Bidder . BENCHMARKING The
      Bank is not responsible for any assumptions or judgments made by
      the Principle Bidders for arriving at any type of sizing or costing. The
      Bank at all times will benchmark the performance of the Principle
      Bidder to the RFP documents circulated to the Principle Bidders and
      the expected service levels as mentioned in these documents. In the
      event of any deviations from the requirements of these documents,
      the Principle Bidder must make good the same at no extra costs to
      the Bank, in order to achieve the desired service levels as well as
      meeting the requirements of these documents.

USE OF CONTRACT DOCUMENTS AND INFORMATION
The Principle Bidder shall not, without the Bank’s prior written consent,
disclose the Contract or any provision thereof or any specification, plan,
drawing, pattern, sample or information furnished by or on behalf of the
Bank in connection therewith, to any person other than a person employed
by the Principle Bidder in the performance of the Contract. Disclosure to
any such employed person shall be made in confidence & shall extend only
so far as may be necessary for purposes of such performance.
The Principle Bidder shall not, without the Bank’s prior written consent,
make use of any document or information except for purposes of
performing the Contract.
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 Principle Bidder’s performance under the Contract if so required by the
Bank.



The Principle Bidder shall permit the Bank to inspect the Principle Bidder’s
accounts and records relating to the performance of the Principle Bidder
and to have them audited by auditors appointed by the Bank, if so required
by the Bank.
INDEMNIFICATION
Principle Bidder shall indemnify, protect and save the Bank and hold the
Bank harmless from and against all claims, losses, costs, damages,
expenses, action suits and other proceedings, (including reasonable
attorney fees), relating to or resulting directly or indirectly from (i) an act or
omission of the Principle Bidder , its employees, its agents, or employees
of the consortium in the performance of the services provided by this
contract, (ii) breach of any of the terms of this RFP or breach of any
representation or warranty by the Principle Bidder , (iii) use of the
deliverables and or services provided by the Principle Bidder , (iv)
infringement of any patent, trademarks, copyrights etc. or such other
statutory infringements in respect of all components provided to fulfill the
scope of this project. Principle Bidder shall further indemnify the Bank
against any loss or damage to the Bank’s premises or property, Bank’s
data, loss of life, etc., due to the acts of the Principle Bidder’s employees or
representatives. The Principle Bidder shall further indemnify the Bank
against any loss or damage arising out of loss of data, claims of
infringement of third party copyright, patents, or other intellectual property,
and third-party claims on the Bank for malfunctioning of the equipment or
software or deliverables at all points of time, provided however, (i) the Bank
notifies the Principle Bidder in writing in a reasonable time frame on being
aware of such claim, (ii) the Principle Bidder has sole control of defense
and all related settlement negotiations, (iii) the Bank provides the Principle
Bidder with the assistance, information and authority reasonably
necessary to perform the above, and (iv) the Bank does not make any
statement or comments or representations about the claim without prior
written consent of the Principle Bidder , except under due process of law or
order of the court. It is clarified that the Principle Bidder shall in no event
enter into a settlement, compromise or make any statement (including
failure to take appropriate steps) that may be detrimental to the Bank’s
(and/or its customers, users and service providers) rights, interest and
reputation.
Principle Bidder shall be responsible for any loss of data, loss of life,
etc, due to acts of Principle Bidder’s representatives, and not just
arising out of gross negligence or misconduct, etc, as such liabilities
pose                               significant                           risk.
Principle Bidder should take full responsibility for its and its employee’s
actions. Further, since the Bank’s data could be integrated/used under
Principle Bidder provided software and since the Principle Bidder would be
managing the services, the Principle Bidder should be responsible for
loss/compromise or damage to Bank’s data.


      • The Principle Bidders should indemnify the Bank (including its
      employees, directors or representatives) from and against claims,
      losses, and liabilities arising from:
      • Non-compliance of the Principle Bidder with Laws / Governmental
      Requirements
      • IP infringement under any laws including Copyrights Act 1957 & IT
      Act 2000
      • Negligence and misconduct of the Principle Bidder , its employees,
      and agents
      • Breach of any terms of RFP, Representation or Warranty
      • Act or omission in performance of service.
      • Loss of data due to any of the reasons mentioned above Indemnity
      would be limited to the damages as awarded by arbitrator / court for
      direct claim and shall exclude indirect, consequential and incidental
      damages provided that the claims against users and service
      providers of the Bank and also claim by and against customers
      would be considered as “direct” claim. The Principle Bidder shall not
      indemnify the Bank for

             o Any loss of profits, revenue, or anticipated savings or
             o Any consequential or indirect loss or damage caused.

In the event that the Bank is called as a defendant for IPR infringement of
patent, trademark or industrial design rights arising from use of any of the
components of the supplied solution, the Principle Bidder on its own
expense, will undertake to defend the Bank.
The Principle Bidder must undertake to indemnify that all the components
delivered are free of defects, are brand new and original. If at some stage it
is discovered that the components do not meet these criteria, the Bank has
the right to cancel the order and the Principle Bidder will have to refund the
total amount received from the Bank along with the interest and separate
penalties. Similar conditions apply to software as well – the system
software         must          be        licensed        and          original.

SOFTWARE LICENSE AGREEMENTS
Once the Principle Bidder mentions the Standard Software required for
supporting the operation of the Application Software, the Bank may choose
to buy licenses for such standard software. In such case, the Principle
Bidder shall arrange corporate license for all the related software for the
Bank.
The Bank will acquire all the intellectual property rights to any other
systems and software developed or procured particularly for CBS
implementation under the contract. 6 PERFORMANCE SECURITY
Within thirty (30) days after the Principle Bidder’s receipt of Notification of
Contract Award, the Bidder shall furnish Performance Security to the Bank
for an amount of 5% of the contract price for the due and punctual
performance and fulfillment of the contract.
The Performance Bond may be discharged by the Bank upon being
satisfied that there has been due performance of the obligation of the
Principle Bidder.
The Bank shall notify the Bidder in writing of its invocation of its right to
receive such compensation within Fifteen (15) days, indicating the
contractual obligation(s) for which the Principle Bidder is in default.
The Performance Security will be valid till the end of the warranty period. At
the end of the warranty period, the Performance Security will lapse
automatically.
The proceeds of the performance security shall be payable to the Bank as
compensation for any loss resulting from the Principle Bidder’s failure to
complete its obligations under the Contract.
The Performance Security shall be denominated in Indian rupees only, and
shall be in one of the following forms: a) A bank guarantee issued by a
Scheduled Indian Bank b) A banker’s cheque / demand draft favoring
Citizen`s co-operative bank and payable at Jammu / Call Deposit Receipt.

The performance security will be discharged by the Bank and returned to
the Principle Bidder not later than 30 days following the date of completion
of the Principle Bidder’s performance obligations, including any warranty
obligations.
INSPECTION AND TEST
The Bank shall have also the right to undertake technical as well as
performance evaluation of the proposed Hardware and Networking
equipments. The Bank or its representative shall have the right to inspect
and/or test the Goods to confirm their conformity to the Contract at no
extra cost to the Bank. The Bank shall notify the Principle Bidder in writing,
in a timely manner, of the identity of any representatives retained for these
purposes.
The inspections & tests may be conducted on the premises of the Principle
Bidder or its subcontractor(s), at point of delivery and/or at the Goods’ final
destination. If conducted on the premises of the Principle Bidder or its
subcontractor(s), all reasonable facilities and assistance, including access
to drawings and production data shall be furnished to the inspectors at no
charge to the Bank.
Pre-Delivery Inspection
The Pre-delivery Inspections and tests will be conducted at the premises of
the Principle Bidder .
The pre-delivery inspection and testing of the Goods shall be carried out to
check whether the Goods are in conformity with the technical
specifications and shall be in line with the inspection/test procedures laid
down by the Bank. The inspection and testing will be conducted by the
Bank, their consultant or other such person nominated by the Bank at its
option.
Acceptance Test The acceptance / performance test will be performed after
completion of installation and commissioning of all the components of the
solution at the sites of installation. Complete hardware and Software as
specified in the RFP must have been supplied, installed and commissioned
properly by the Principle Bidder prior to commencement of the tests. The
acceptance test will be conducted by the Bank, their consultant or other
such person nominated by the Bank at its option. The acceptance will
involve trouble-free operation for seven consecutive days at site. The

Principle Bidder will be responsible for setting up and running the
acceptance test without any extra cost to the Bank.
No malfunction, partial or complete failure of any part of hardware or
excessive heating of motors attached to equipment, or any malfunction in
the software etc. is expected to occur. The Principle Bidder shall maintain
necessary log in respect of the result of the test to establish to the entire
satisfaction of the Bank, the successful completion of the test specified. An
average uptime of 99.9% in case of equipment for the duration of test
period shall be considered as acceptable.
The Computers shall also undergo the software diagnostic test to verify the
working of various devices.
In the event of hardware and software failing to pass the acceptance test, a
period not exceeding 4 weeks will be given to rectify the defects and clear
the acceptance test, failing which the Bank reserves the right to get the
corresponding component replaced by the Principle Bidder at no extra cost
to the Bank or to cancel the order and recall all the payments.
Successful conduct and conclusion of the acceptance tests for the
installed components shall also be the sole responsibility and at the cost of
the Principle Bidder
The Bank ’s right to inspect, test and, where necessary, reject the Goods
after the Goods’ arrival at destination shall in no way be limited or waived
by reason of the Goods having previously been inspected, tested and
passed by the Bank or its representative prior to the shipment of the
goods. 8 Acceptance Testing
The Bank will carry out the acceptance tests for testing of software,
computer hardware and peripherals, system software, network equipment,
other equipment and other IT infrastructure supplied by the Principle
Bidder as a part of the Centralised Banking Project. The Principle Bidder
shall assist the Bank in all acceptance tests to be carried out by the Bank.
The Bank will provide the scope of the acceptance tests to the Principle
Bidder prior to performing the tests. A detailed acceptance plan will be
created within the framework of the RFP terms. The Principle Bidder shall
arrange for the tests at the relevant branches in the presence of the
officials

of the Bank and / or its consultants. The Principle Bidder should ensure
that the tests will involve trouble-free operation of the complete system
apart from physical verification and testing and that there shall not be any
additional charges payable by the Bank for carrying out this acceptance
test.
In case of any discrepancy in the hardware / software supplied, the Bank
reserves the right to terminate the entire agreement, within a period of 6
months in case the Principle Bidder does not rectify or replace the supplied
hardware/software and the Principle Bidder shall take back Principle Bidder
equipment at Principle Bidder costs and risks. The Bank has the right to
reject the ‘Principle Bidder Supplied Equipment’ and to seek free
replacement or repair of the equipment or defective components thereof till
the completion of acceptance test and obtaining final acceptance
certificate from the Bank.
The Principle Bidder shall ensure that all costs associated with insurance
from the date of transfer of title till the final acceptance by the Bank will be
borne by the Principle Bidder and the asset insured in the name of the
Bank. The Principle Bidder shall provide the insurance certificates for
insurance of the ‘Principle Bidder Supplied Equipment’ to the Bank along
with supply of Equipment.
Monitoring & Audit
Compliance with security best practices may be monitored by periodic
computer security audits performed by or on behalf of the Bank. 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. 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 Principle Bidder shall
afford the Bank's representatives access to the Principle Bidder’s facilities,
installations, technical resources, operations, documentation, records,
databases and personnel. The Principle Bidder must provide the Bank
access to various monitoring and performance measurement systems
(both manual and automated). The Bank has the right to get the monitoring
and performance measurement systems (both manual and automated)
audited without prior approval / notice to the Principle Bidder. The
periodicity     of    this     Security       Audit     shall   be    quarterly.

Manuals and Drawings
Before the goods and equipment are taken over by the Bank , the Principle
Bidder shall supply operation and maintenance manuals together with
drawings of the goods and equipment built. These shall be in such details
as will enable the Bank to operate, maintain, adjust and repair all parts of
the works as stated in the specifications. ii) The manuals and drawings
shall be in the ruling language (English) and in such form and numbers as
stated in the contract. iii) Unless and otherwise agreed, the goods and
equipment shall not be considered to be completed for the purposes of
taking over until such manuals and drawings have been supplied to the
Bank . 11 For the System & Any Other Software, the following will apply i)
The Bank reserves the right to review the user / technical documentation of
the proposed softwares to verify compliance with the technical
specifications included in the RFP.
The Principle Bidder shall provide complete and legal documentation of
hardware, all subsystems, operating systems, compiler, system software
and the other software. The Principle Bidder shall also provide licensed
software for all software products, whether developed by it or acquired
from others. The Principle Bidder shall also indemnify the Bank against any
levies/penalties on account of any default in this regard.
Acceptance Certificate
On successful completion of acceptability test, receipt of deliverables etc.
for the equipment and after the Bank is satisfied with the working on the
system, the acceptance certificate signed by the Principle Bidder and the
representative of the Bank will be issued. The date on which such
certificate is signed shall be deemed to be the date of acceptance of the
system.

Visitorial Rights

The Bank reserves the right to visit any of the Principle Bidder’s premises
without prior notice to ensure that data provided by the Bank is not
misused.

Customisation Process

The Principle Bidder shall ensure that all the softwares provided as a part
of the Core Banking Project meets all the requirements of the bank in the
RFP, in order to carry out all such customisation or development work as
may be required by the Bank at no additional License Charge or Fees or



Expenses. The Principle Bidder shall provide all the reports as per the
requirements of the Bank. The precise scope of the customisation and
development work to be undertaken by the Principle Bidder shall be as per
the requirements of the Bank as per the Form 8. The Principle Bidder shall
carry out all the customisation related work at the Bank’s premises or
offsite in case the customisation cannot be carried out at the Bank
premises. The Bank shall be a party to the Functional Specifications
requirement sign-off, User acceptance test, User acceptance test sign-off,
Installation sign-off and Implementation sign-off. The Principle Bidder shall
install and commission the software for customisation and User
Acceptance Test as per Project Plan to be agreed with the Bank failing
which the Principle Bidder shall be liable to pay the Bank penalty to be
defined as per the Service Level Definitions. The Principle Bidder shall
provide all tools, testing instruments, drivers, consumables, etc. required
to install and customise and test the software free of any fees or charges or
any expenses. The Principle Bidder shall document and submit to the Bank
all the testing activities, procedures and results. The Principle Bidder shall
be required to ensure that the software provides interfaces to the other
application systems at the Bank and delivery channels at no additional cost
or fees or charges or expenses. The Principle Bidder shall provide the
Bank weekly progress report on the bugs/problems reported/points taken
up with schedule of date of reporting, date of resolving, and status for all
kind of bugs and problems whether reported by branch/ central office/
Administrative office or Principle Bidder staff. In case of disputes relating
to resolution of problem relating to any site, the Principle Bidder is
required to send the copy of call report pertaining to each visit of each of
the engineer to the said site indicating the purpose of call, when called,
when visited, when problem was resolved, how resolved, etc.

Installation and Implementation:
The Principle Bidder needs to ensure that the scope of work for
implementation of all the software includes creating master data at the Data
Centre of the Bank by downloading from existing systems namely
migration of data as a part of CBS, functional requirements specifications
study, data conversion, live cut-over, customisation, configuration,
installation, implementation and integration of the software. The precise
nature and scope of the activities and functions to be undertaken for
installation and implementation of the licensed software have been detailed
and set out in this RFP document.
Ownership, Grant and Delivery
The Principle Bidder shall procure and provide a non-exclusive,

nontransferable, perpetual license to the Bank for all the software to be
provided as a part of this project. The Bank can use the software at any of
its branches and locations without restriction and use of software by
service providers on behalf of the Bank would be considered as use
thereof by the Bank and the software should be assignable/transferable to
any successor entity of the Bank.
The license shall specifically include right as under:
       • To use the executable code version of the Software and all
       Enhancements, Updates and New Versions made available from time
       to time solely for business operations of the Bank;
      • To use the Program Documentation for purposes of installing or
      operating the Programs and supporting the use of the Software by
      the Bank;
      • To use the technical Training Materials for purposes of supporting
      Users.
      • To copy the Software that operates on server systems to support
      the maximum number of Users.
      • To make additional copies of the Program Material for archival,
      emergency back-up, testing, or disaster recovery purposes.
      • To copy the Program Documentation to support its Users.
      • To work with other Application Software packages at the Bank as
      interface.
      • To allow other application software packages at the Bank to work
      as interfaces to the Software. If such interfacing requires any
      modification or change to the Software, such modification or change
      has to be carried out by the Principle Bidder free of any additional
      License charge or fees or expenses.

Delivery:
The Principle Bidder, at the time of installation shall deliver to the Bank
required copies of the object code version of the Software and the

associated Program Documentation including operation manual and
training material. The Principle Bidder, after customisation shall deliver to
the Bank required copies of the object code version of the customised
Software and the associated Program Documentation including operation
manual and training material. The Principle Bidder, after modifications,
updates or new versions shall deliver to the Bank required copies of the
revised object code version of the latest Software and the revised
associated Program Documentation including operation manual and
training material. The Program Documentation shall consist of required
number of User Manuals per branch/service centre/ office/ extension
counter, Data Centre and Disaster Recovery Centre. The program
documentation shall be supplied by the Principle Bidder to the Bank both
in hard copy form except where hard copies are not available and soft copy
form (MS word format and HTML Browser format). The operational manual
shall be provided by the Principle Bidder under help menu in the software
as dynamic online documentation / help files, wherever applicable. The
object code version of the Software, executables and required run-time
files shall be on Compact Disc or on any such media as desired by the
Bank as may be applicable.
Rights:-
The Principle Bidder shall ensure that the equipment (including hardware
and software) does not infringe third party intellectual property rights. If the
a third party's claim endangers or disrupts the Bank’s use of the software,
the Principle Bidder shall be required to, at no further expense, charge,
fees or costs to the Bank,
      • Obtain a license so that the Bank may continue use of the
      equipment in accordance with the terms of this RFP and the licence
      agreement; or
      • Modify the equipment without affecting the functionality in any
      manner so as to avoid the infringement; or
      • Replace the equipment with a compatible, functionally equivalent
      and non-infringing product; or
      • Refund to the Bank the amount paid for the infringing software and
      bear the incremental costs of procuring a functionally equivalent
      equipment from a third party, provided the option under the sub
      clause shall be exercised by the Bank in the event of the failure of
      the Principle Bidder to provide effective remedy under option within
      a reasonable period which would not affect thenormal functioning of
      the Bank.

DELIVERY                           AND                          DOCUMENTS:

It is the Principle Bidder’s responsibility to deliver all the components at
the site within the time frame of specified by the Principle Bidder in its bid
and install and integrate the same within the time frame specified in the
bid.


Completeness of the Project The project will be deemed as incomplete if
the desired objectives of the project of this document are not achieved. In
specific, if the system is unable to facilitate the CBS processes supported
by various modules, then the implementation will be deemed as
incomplete. The Principle Bidder represents that the proposed software
solution and its documentation and/or use of the same by the Bank shall
not violate or infringe the rights of any third party or the laws or regulations
under any governmental or judicial authority. The Principle Bidder further
represents that the documentation to be provided to the Bank shall contain
a complete and accurate description of the software, hardware and other
materials and services (as applicable), and shall be prepared and
maintained in accordance with the highest industry standards. The
Principle Bidder represents and undertakes to obtain and maintain validity
throughout the project, of all appropriate registrations permissions and
approvals, which are statutorily required to be obtained by the Principle
Bidder for performance of the obligations of the Principle Bidder . The
Principle Bidder further undertakes to inform and assist the Bank for
procuring any registrations, permissions or approvals, which may at any
time during the Contract Period be statutorily required to be obtained by
the Bank for availing services from the Principle Bidder .
The Bank and the Principle Bidder covenants and represents to the other
Party the following: It is duly incorporated, validly existing and in good
standing as per the laws of the state in which such Party is incorporated. It
has the corporate power and authority to enter into Agreements and
perform its obligations hereunder. The execution, delivery and
performance of terms and conditions under Agreements by such Party and
the performance of its obligations there under are duly authorized and
approved by all necessary action and no other action on the part of such
Party is necessary to authorize the execution, delivery and performance
under an Agreement. The execution, delivery and performance under an
Agreement by such Party:
˜ Will not violate or contravene any provision of its documents of
incorporation;
˜ Will not violate or contravene any law, statute, rule, regulation, licensing
requirement, order, writ, injunction or decree of any court, governmental
instrumentality or other regulatory, governmental or public body, agency or
authority by which it is bound or by which any of its

properties or assets are bound;
˜ Except to the extent that the same have been duly and properly completed
or obtained, will not require any filing with, or permit, consent or approval
of or license from, or the giving of any notice to, any court, governmental
instrumentality or other regulatory, governmental or public body, agency or
authority, joint venture party, or any other entity or person whatsoever;
˜ To the best of its knowledge, after reasonable investigation, no
representation or warranty by such Party in this RFP, and no document
furnished or to be furnished to the other Party to this RFP, or in connection
herewith or with the transactions contemplated hereby, contains or will
contain any untrue or misleading statement or omits or will omit any fact
necessary to make the statements contained herein or therein, in light of
the circumstances under which made, not misleading. There have been no
events or transactions, or facts or information which has come to, or upon
reasonable diligence, should have come to the attention of such Party and
which have not been disclosed herein or in a schedule hereto, having a
direct impact on the transactions contemplated hereunder.
Product Benchmark Certificate
1. It is mandatory for the Principle Bidder to submit along with the technical
bid, a copy of the certified benchmark results for the purpose of this
project, incorporating the proposed technology architecture and estimated
capacity of the solution offered in meeting the Bank’s requirements with
consideration for future scalability. Non-availability of certification may
lead to disqualification from the further evaluation process. – this is for
evaluation purposes, and the final Principle Bidder will have to do a
benchmark on the hardware quoted for the necessary requirements before
acceptance of the same by the bank.
For Hardware Sizing:
     • The Principle Bidders need to consider vertical and horizontal
     scalability as the suggested hardware needs to scale for 25
     incremental branches on the same hardware with additional
     processors, memory etc.
     • For the sizing of these incremental branches the Principle Bidders
     should consider the growth in business volumes in these branches
     from the day the 1st branch goes live on the CBS application.

     • For sizing purposes, empirical third party reports / evidence
     would be required in the form of benchmarks on that class of
     hardware with the suggested processors for the suggested
     core banking solution to accept the hardware sizing
     calculations.23 Secured product report It is mandatory for the
     Principle Bidder to submit along with the technical bid, a copy
     of the certified security code assessment of the proposed
     centralised banking and it’s delivery channel applications &
     database for the purpose of this project, in meeting the Bank’s
     security requirements. The Principle Bidder should provide the
     report stating the proposed CBS solution and its Delivery
     Channels is secured. This would include denying access to
     unauthorized users, denying access to functions that have not
     been given access to etc. This assessment should have been
     done by an independent and reputed agency. Incase the
     proposed CBS is undergoing a security code assessment, the
     Principle Bidder should submit a letter stating the name of the
     agency responsible for the assessment. In the case of a
     Consortium, the following rules will be applicable:

Once a consortium has been formed and submitted in response to
this tender by the Principle Bidder as a part of the technical bid it
cannot be changed.
The Principle Bidder is responsible for managing the activities of its
personnel or the personnel of its subcontractors/franchisees and will
be accountable for both. The Principle Bidder shall be vicariously
liable for any acts, deeds or things done by their employees, agents,
contractors, subcontractors etc. which is outside these cope of
power vested or instructions issued by the Bank. Principle Bidder
shall be the principal employer of the employees, agents,
contractors, subcontractors etc. engaged by Principle Bidder and
shall be vicariously liable for all the acts, deeds or things, whether
the same is within the scope of power or outside the scope of power,
vested under the purchase contract to be issued for this RFP. No
right of any employment shall accrue or arise, by virtue of
engagement of employees, agents, contractors, subcontractors etc.
by the Principle Bidder , for any assignment under the purchase
contract to be issued for this RFP. All remuneration, claims, wages,
dues etc. of such employees, agents, contractors, subcontractors
etc. of Principle Bidder shall be paid by Principle Bidder alone and
the Bank shall not have any direct or indirect liability or obligation, to
pay any charges, claims or wages of any of Principle Bidder’s
employee,       agents,     contractors,      and        subcontractors.

INSURANCE
The Principle Bidder is responsible for acquiring insurance for all
components, equipment and software. The goods supplied under the
Contract shall be fully insured in Indian Rupees naming the Bank as
the beneficiary.
The insurance shall be for an amount equal to 110% of the value of
the goods from “warehouse to Final Destination” on “All Risks” basis
including War Risks and Strike clauses valid for a period not less
than3 months after installation and commissioning and issue of
acceptance certificate by the Bank.
Should any loss or damage occur, the Principle Bidder shall a) initiate
and pursue claim till settlement, and b) promptly make arrangements
for repair and/or replacement of any damaged item/s irrespective of
settlement of claim by the underwriters.

INCIDENTAL SERVICES
The Principle Bidder will be required to provide the following
services. The cost shall be included in the contract price.

      • Performance of on-site assembly and start-up of the supplied
      equipment, operating system & related software;
      • Installation of the equipments;
      • Furnishing of appropriate equipment, system design and
      programming services required for development and/or
      maintenance of the supplied Goods;
      • Furnishing of a detailed operations and maintenance manual
      for each appropriate unit of the supplied goods and equipment;
      • Performance or maintenance & repair and software updates of
      the supplied Goods; for four years after the end of warranty
      period, provided that this service shall not relieve the Principle
      Bidder of any Warranty obligations under this Contract;
      • Providing adequate support for anti-virus, which includes
      installation of anti-virus software, maintaining and updating,
      whenever necessary during warranty and AMC period; and
      • Providing residential support during the warranty period.
      • Conduct of training of the Bank’s personnel at the Principle
      Bidder’s office, installation site or external site acceptable to
      the Bank at the

      cost of the Principle Bidder. The training should be conducted
      as specified in the RFP.

SPARE PARTS
The Principle Bidder will make the spare parts for the systems
available for a minimum period of seven years from the time of
acceptance of the system. Thereafter, Principle Bidder will give at
least twelve-month notice prior to discontinuation of support
services, so that Citizen`s co-operative bank may order its
requirements of the spares, if it so desires.
If any of the peripherals, components like hard disk, CPU, Memory
etc. is not available or difficult to procure or the procurement is likely
to be delayed for replacement, the replacement shall be carried out
with state of the art technology equipment of equivalent capacity or
higher capacity at no additional charges to the Bank.

Hardware Utilization:
The Principle Bidder is expected to conduct Hardware sizing based
on the information provided in this RFP for implementing the solution
in the identified 17 locations and Citizens` ,, Data Centre & Disaster
Recovery Centre & Intermediate site with horizontal and vertical
scalability to 25 branches. At any point in time during the contract
period, for these locations, the CPU utilization should not exceed 70%
nor should the Hard Disk utilization exceed 70% at the data centre. In
case the above requirement is not met, the additional hardware would
have to be provided by the Principle Bidder at no further cost. 28
Network Utilization: The Principle Bidder is expected to conduct
Network sizing based on the information provided in the RFP for
connecting branches/,/HO to DC & DRC and connecting DC to DRC.
At any point in time, during the contract period, the bandwidth
utilization should not exceed 70%. In case the above does not meet
the Bank’s requirements of response time, number of concurrent
users, network utilization and Transactions Per Second then the
additional bandwidth would have to be provided by the Principle
Bidder at no further cost to the Bank. The bandwidth between the DC
and DRC should be capable of handling a minimum of 20% of the
normal traffic, the same should be provided by the Principle Bidder at
no       additional       cost      to      the       bank.       The



Principle Bidder must ensure that the ISDN service provider and the
Leased line provider are separate entities for; each branch (in case
feasible) If they are not offered from separate entities they should be
linked through separate exchanges to ensure continuity in the event
one provider or exchange are down. In case the individual leased line
is not available as specified in the Service Level Definitions, the ISDN
charges pertaining to such link shall be borne by the Principle
Bidder.

Technological Advancements
The Principle Bidder shall take reasonable and suitable action, taking
into account economic circumstances, at mutually agreed increase /
decrease in charges, and the Service Levels, to provide the Services
to the Bank at a technological level that will enable the Bank to take
advantage of technological advancement in the industry from time to
time. 30 Guarantees Principle Bidder should guarantee that the
software and allied components used to service the Bank are
licensed and legal. All hardware and software must be supplied with
their original and complete printed documentation.

WARRANTY
The Principle Bidder warrants that the Goods supplied under the
Contract are new, unused, of the most recent or current models and
incorporate all recent improvements in design and materials unless
provided otherwise in the Contract. The Principle Bidder further
warrants that all the Goods supplied under this Contract shall have
no defect arising from design, materials or workmanship (except
when the design and/or material is required by the Bank ’s
Specifications) or from any act or omission of the Principle Bidder ,
that may develop under normal use of the supplied Goods in the
conditions prevailing at the final destination.
The Principle Bidder shall provide on-site warranty of all components
of Hardware, Software and Networking Equipments for a period of
thirty six (36) months from the date of acceptance and shall be
responsible for any bug removal in the Software, any defect in
hardware and networking equipments or deficiency in functionality.

During the Warranty period, the Principle Bidder will have to
undertake system maintenance and replacement or repair of
defective parts or systems.
The Bank shall promptly notify the Principle Bidder in writing of any
claims arising under this warranty.
Upon receipt of such notice the Principle Bidder shall, within 24
hours repair or replace the defective goods or parts thereof, without
any cost to the Bank.
If the Principle Bidder, having been notified, fails to remedy the
defect(s) within a reasonable period as specified above, the Bank
may proceed to take such remedial action as may be necessary, at
the Principle Bidder’s risk and expense and without prejudice to any
other rights which the Bank may have against the Principle Bidder
under the Contract.
The Principle Bidder must provide the following warranties:
      • The equipment proposed is complete in every way.
      • The hardware / software specification, capabilities and
      performance characteristics are as stated in the Principle
      Bidder’s proposal and accompanying documentation.
      • The Principle Bidder will offer the Bank all technological
      updates, cost reductions and facilities, which are offered to
      other clients during the contract tenure.

Hardware Failure
The Principle Bidder needs to replace any component, which fails
more than two times within a quarter. This must be done free of
charge.
TERMS OF PAYMENT:
The Principle Bidder must accept the payment terms proposed by the
Bank. The financial bid submitted by the Principle Bidder must be in
conformity with the payment terms proposed by the Bank. Any
deviation from the proposed payment terms would not be accepted.
The Bank shall have the right to withhold any payment due to the
Principle Bidder , in case of delays or defaults on the part of the
Principle Bidder . Such withholding of payment shall not amount to a
default on the part of the Bank. The scope of work is divided into 5
different areas and the payment would be linked to delivery

and acceptance of each area as explained below:
CBS: The payment terms need to be read in conjunction with the
price bid:
CBS application software costs:
      • 15% of the contract amount on Agreement Signoff
      • 75% of the contract amount on successful implementation of
      pilot branches.
      • 10% of the contract amount on successful implementation of
      all branches.

Trade Finance Solution software costs:
     • 15% of the contract amount on Agreement Signoff.
     • 25% of the contract amount on successful implementation of
     pilot branches.
     • 60% of the contract amount on successful implementation of
     15 branches

Application software costs for Internet Banking Delivery channel:


     70 % of the contract amount, for Internet Banking, would be
     payable on successful implementation of Internet Banking
     delivery channel and customers of branches where the CBS
     has been implemented can utilize the internet banking delivery
     channel; and

     • The balance 30 % of the contract amount, would be payable
     on completion of 3 months from the date of successful
     implementation of the internet banking delivery channel.

Application software costs for Phone banking delivery channel:
     • 70 % of the contract amount, for Phone Banking, would be
     payable on successful implementation of phone banking
     delivery channel and customers of branches where the CBS
     has been implemented can utilize the phone banking delivery
     channel; and
     • The balance 30 % of the contract amount, would be payable
     on

     completion of 3 months from the date of successful
     implementation of the phone banking delivery channel.

Application software costs for Mobile banking (SMS/WAP)delivery
channel:
     • 70 % of the contract amount, for Mobile Banking
     (SMS/WAP),would be payable on successful implementation of
     mobile banking delivery channel and customers of branches
     where the CBS has been implemented can utilize the mobile
     banking(SMS/WAP) delivery channel; and
     • The balance 30 % of the contract amount, would be payable
     on completion of 3 months from the date of successful
     implementation of the mobile banking (SMS/WAP) delivery
     channel.

3rd Party Software:- The cost for all other software such as ,, Fixed
Asset, Inspection, HRMS & Cash Management to be provided by the
Principle Bidder as a part of the proposed solution shall be paid as
follows;
      • 70 % of the contract amount, of such software, will be payable
      on successful implementation of the said software and
      acceptance at the all branches and
      • The balance 30 % of the software cost, will be payable on
      completion of 3 months from the date of successful
      implementation of the said software.

Hardware Costs: Hardware Costs (DC & DRC for CBS, Trade
Finance & Delivery Channels): Kindly note that the Principle Bidder
needs to quote for fully loaded hardware compassing the specified
branches on the CBS. The Principle Bidder will provide and install
only the hardware required at that particular point in time based on
the speed of the roll out and the payment would be released only for
the hardware installed. As and when the balance hardware is required
the Principle Bidder would have to provide the same and the payment
would be released after re-negotiations in case of price reductions for
such hardware. The Principle Bidder agrees that in case the
price/cost for hardware at the time of implementation is less than the
price quoted for the project in response to this RFP/final negotiation,
then such saving in cost by the Principle Bidder shall be passed on
to the Bank. Bank would also want that any benefit accruing to the
Principle Bidder as a result of decrease in costs of all equipment
delivered as a part of this RFP should also be passed on to the Bank.
˜ 25% of the hardware costs for (DC & DRC for CBS, Trade Finance &

Delivery Channels) will be paid in advance on contract signing.
˜ 75% of the delivered hardware cost would be payable on delivery
and pre delivery inspection of the hardware at the DC &DRC
respectively or on completion of one month from the date of placing
the order, whichever is later;
(DC & DRC):
90% of cost for Software would be payable on delivery of the
hardware and balance on successful installation. In case of hosted
solution the payment Terms would be Quarterly Advance.
Customisation:
     • The cost of customisation for items marked as “4” would be
     payable on successful implementation of all the items marked
     as “4”; in Form 8 -Functional RFP.
     • The cost of customisation for items marked as “3” would be
     payable on successful implementation of all the items marked
     as “3”; in Form 8 -Functional RFP.
     • The cost of customisation for items marked as “2” would be
     payable on successful implementation of all the items marked
     as “2”; in Form 8 -Functional RFP and
     • The cost of customisation for items marked as “1” would be
     payable on successful implementation of all the items marked
     as “1” in Form 8 -Functional RFP.
     • The cost of customisation for items marked as “0” would be
     payable on successful implementation of all the items marked
     as “0” in Form 8 -Functional RFP. Items marked as
     "4","3","2","1","0" refer to items in Form 8 Functional RFP. The
     cost of customisation of gaps identified during product
     demonstration, functional requirements specifications study,
     system testing, user acceptance testing, business process
     reengineering and pilot branch implementation should be
     included by the Principle Bidder as Implementation costs.

The Bank will not pay the Principle Bidder any additional charges at a
later date for all such customizations. The Principle Bidder shall take
up all such functionality as required by the Bank on a priority basis
even though the Principle Bidder is supposed to provide for the same
at a later date as per its response in the Form 8 and till such time the
functionality                is              not               provided

for the Principle Bidder will suggest a suitable workaround for the
same. The Bank will not pay the Principle Bidder any additional
charges for such customization requests. The workaround provided
by the Principle Bidder may be acceptable to the bank as a temporary
solution but the bank may still insist on a particular functionality to
be made available as a regular feature of the software in which case
the Bank shall decide the priority.
Implementation:
     • 10% of the Contract amount, for pilot implementation, would
     be payable on successful completion of systems specifications
     definition phase or on completion of 1 month from the date of
     placing the order, whichever is later;
     • 15% of the contract amount, for pilot implementation, would
     be payable on successful completion of the customisation and
     testing phase or on completion of 3 months from the date of
     placing the order, whichever is later;
     • 50 % of the contract amount, for pilot implementation, would
     be payable on successful implementation of the CBS (including
     trade finance, internet banking, phone banking and mobile
     banking delivery channels.) in each of the all branches; and
     • The balance 25 % of the contract amount, for pilot
     implementation, would be payable on completion of 3 months
     from the date of successful implementation of the
     CBS(including trade finance, internet banking, phone banking
     and mobile banking delivery channels.) .

  Training Costs:
     • 100 % of the contract amount, for core team training, would be
     payable on successful completion of the training phase for the
     entire core team;
     • All other trainings will be paid monthly at the end of the month
     in which the training is completed.
     • Training cost for any ad hoc training requested by the Bank
     would be payable on successful completion of the training.

Wide Area Network
Network Component Cost:
     • 75 % of the component cost for the Wide Area Network, would
     be payable on delivery and inspection of the components at the
     Bank site; and
     • The balance 25 % of the component cost for the Wide Area
     Network, would be payable monthly, at the end of the month, on
     successfully connecting branches / offices for the branches
     /offices connected during the month.

Security Products:
75 % of the contract amount, for Security products would be payable
on delivery and inspection of the applications and hardware for
Security products at the Bank site;
25 % of the contract amount, for Security products would be payable
on successful implementation of Security products;
Disaster Recovery Centre (“DRC”):
     • 75 % of the contract value, for the DRC, would be payable on
     successful completion of “Site Preparation” for the DRC or on
     successful installation & commissioning of hardware and
     network infrastructure in the DRC, whichever is later. The data
     centre build will be billed at actual. The payments will be made
     on actual measurement and equipment inspection by the Bank.
     Site preparation is defined as the site which is fully inspected
     by the bank after completion of implementation of the data
     centre / DR site build; and
     • Balance 25 % of the contract value, for the DRC, would be
     payable on completion of 3 months from the date of successful
     completion of “Site Preparation” for the DRC or successful
     installation & commissioning of hardware and network
     infrastructure whichever is later.

     • In case of Hosted Solution the payment Terms would be
     Quarterly in Advance.

Facilities Management:
Facilities Management Charge: The annual amount to be paid
towards facilities management would be divided into 4 equal
instalments, to be paid quarterly at the end of each quarter. The first
quarter would begin from the date of completion of successful
implementation of the 1st Pilot branch for the facilities being
managed by the Principle Bidder. The quote needs to factor the
infrastructure under warranty and which therefore would not warrant
a facilities management charge. Infrastructure includes existing
network equipment, which the Principle Bidder may re-use, and
equipment procured as part of this RFP.
Fees for deploying Helpdesk & Customer Help desk
Agents:

One Time charges if any will be paid at the time of deploying of the
software. The recurring fees shall be paid quarterly in advance. The
fees for deploying Helpdesk & Customer Help desk Agents would be
payable monthly, at the end of the month, on actuals, as per the bill
submitted by the Principle Bidder . The help desk agents need to
know the functionality and operations of the CBS and other solutions
to interact with the customers appropriately.


Branch Hardware & Peripherals:
     • 10% of the branch hardware and peripherals will be paid by
     the bank in advance on contract signing.
     • 70% of the branch hardware and peripherals will be paid by
     the Bank at the end of the month in which the hardware was
     successfully installed and commissioned and accepted by the
     Bank
     • Balance 20% of the branch hardware and peripherals will be
     paid on completion of 3 months from the date of successful
     acceptance of the hardware by the bank. .

PRICES
Once a contract price is arrived at the same must remain firm and
must not be subject to escalation during the performance of the
contract due to, change in the duty/tax structure, changes in costs
related to the materials and labour or other components or for any
other reason. The Bank will not be liable for changes in taxes or
duties escalations during the contract term. However, the entire
benefits/advantages arising out of fall in prices, taxes, duties or any
other reason, must be passed on to the Bank without the Bank
specifically asking for it.
If any such change causes an increase or decrease in the cost of, or
the time required for, the Principle Bidder’s performance of any
provisions under the Contract, an equitable adjustment shall be made
in the Contract Price or delivery schedule or both and the Contract
shall accordingly be amended. Any claims by the Principle Bidder for
adjustment under this clause must be asserted within thirty (30) days
from the date of the Principle Bidder’s receipt of the Bank ’s change
order.
CONTRACT AMENDMENT
Subject to Change Orders mentioned above, no variation in or
modification of the terms of the Contract shall be made except by
written amendment signed by the parties.
ASSIGNMENT The Principle Bidder shall not assign, in whole or in
part, its obligations to perform under the Contract, except with the
Bank’s prior written consent. Assignment Bank may assign the Core
Banking Project and the solution and services provided therein by
the Principle Bidder in whole or as part of a corporate reorganization,
consolidation, merger, or sale of substantially all of its assets. The
Bank shall have the right to assign such portion of the facilities
management services to any of the sub contractors, at its sole
option, upon the occurrence of the following: (i)Principle Bidder
refuses to perform; (ii) Principle Bidder is unable to perform;
(iii)termination of the contract with the Principle Bidder for any
reason whatsoever;
(iv) Expiry of the contract. Such right shall be without prejudice to the
rights




and remedies, which the Bank may have against the Principle Bidder
. The Principle Bidder shall ensure that the said subcontractors shall
agree to provide such services to the Bank at no less favorable terms
than that provided by the Principle Bidder and shall include
appropriate wordings to this effect in the agreement entered into by
the Principle Bidder with such sub contractors, however the
modalities shall be decided at the time of contract finalization. The
assignment envisaged in this scenario is only in certain extreme
events such as refusal or inability of the Principle Bidder to perform
or termination/expiry of the contract. 36 Escrow Mechanism.


The Bank and the Principle Bidder shall agree to appoint an escrow
agent to provide escrow mechanism for the deposit of the source
code for the Core Banking software product supplied/procured by the
Principle Bidder to the Bank in order to protect its interests in an
eventual situation. The Bank and the Principle Bidder shall enter into
a tripartite escrow agreement with the designated escrow agent,
which will set out, inter alia, the events of the release of the source
code and the obligations of the escrow agent. Costs for the Escrow
will be borne by the Principle Bidder. As a part of the escrow
arrangement, the final selected Principle Bidder is also expected to
provide a detailed code documentation of the CBS solution which has
been duly reviewed by an external independent organisation for its
validity.
DELAYS IN THE PRINCIPLE BIDDER’S PERFORMANCE
Delivery of the Goods and performance of the Services shall
be made by the Principle Bidder in accordance with the time
schedule specified by the Bank.
If at any time during performance of the Contract, the Principle Bidder
should encounter conditions impeding timely delivery of the Goods
and performance of the Services, the Principle Bidder shall promptly
notify the Bank in writing of the fact of the delay, its likely duration
and its cause(s). As soon as practicable after receipt of the Principle
Bidder’s notice, the Bank shall evaluate the situation and may at its
discretion extend the Principle Bidder’s time for performance, with or
without liquidated damages, in which case the extension shall be
ratified by the parties by amendment of the Contract.
Any delay by the Principle Bidder in the performance of its delivery
obligations shall render the Principle Bidder liable to the imposition
of liquidated damages unless and extension of time is agreed upon
without       the      application    of      liquidated       damages.

LIQUIDATED DAMAGES
The Bank will consider the inability of the Principle Bidder to deliver
or install the equipment within the specified time limit, as a breach of
contract and would entail the payment of Liquidation Damages on the
part of the Principle Bidder . The liquidation damages represent an
estimate of the loss or damage that the Bank may have suffered due
to delay in performance of the obligations (relating to delivery,
installation, operationalisation, implementation, training, acceptance,
warranty, maintenance etc. of the CBS) by the Bank
Installation will be treated as incomplete in one/all of the
following situations:


     • Non-delivery of any hardware or other components and
     software modules mentioned in the order
     • Non-delivery of supporting documentation
     • Delivery, but no installation of the components and/or
     software integration

If the Principle Bidder fails to deliver any or all of the Goods or
perform the Services within the time period(s) specified in the
Contract, the Bank shall, without prejudice to its other remedies
under the Contract, deduct from the Contract Price, as liquidated
damages, a sum equivalent to 0.5% of the delivered price of the
delayed Goods or unperformed Services until actual delivery or
performance, per week or part thereof; and the maximum deduction
is 10% of the contract price. Once the maximum is reached, the Bank
may consider termination of the contract. 39 Waiver No failure or
delay on the part of either party relating to the exercise of any right
power privilege or remedy provided under this RFP or subsequent
agreement with the other party shall operate as a waiver of such right
power privilege or remedy or as a waiver of any preceding or
succeeding breach by the other party nor shall any single or partial
exercise of any right power privilege or remedy preclude any other or
further exercise of such or any other right power privilege or remedy
provided in this RFP all of which are several and cumulative and are

not exclusive of each other or of any other rights or remedies
otherwise available to either party at law or in equity. 40 Violation of
terms The Bank clarifies that the Bank shall be entitled to an
injunction, restraining order, right for recovery, suit for specific
performance or such other equitable relief as a court of competent
jurisdiction may deem necessary or appropriate to restrain the
Principle Bidder from committing any violation or enforce the
performance of the covenants, obligations and representations
contained in this RFP. These injunctive remedies are cumulative and
are in addition to any other rights and remedies the Bank may have at
law or in equity, including without limitation a right for recovery of
any amounts and related costs and a right for damages.
TERMINATION FOR DEFAULT
The Bank may, without prejudice to any other remedy for breach of
contract, by written notice of default sent to the Principle Bidder ,
terminate the Contract in whole or in part
      • if there is any discrepancy in the quoted and supplied
      equipment and software; or
      • if the Principle Bidder fails to deliver any or all of the Goods
      and Services within the time period(s) specified in the Contract,
      or within any extension there-of granted by the Bank; or
      • if the Principle Bidder fails to perform any other obligation(s)
      under the Contract.
      • if the Principle Bidder , in the judgement of the Bank has
      engaged in corrupt or fraudulent practices in competing for or
      in executing the contract.

The Principle Bidder shall have right to terminate only in the event of
winding up of the Bank.
FORCE MAJEURE


In case of unforeseen events such as war and natural calamities,
neither the Bank nor the Principle Bidder will be held responsible for
delays or inability to perform contract obligations.
The Principle Bidder shall not be liable for forfeiture of its
performance security, liquidated damages or termination for
default if and to the extent that its delay in performance or other
failure to perform its obligation sunder the Contract is the result of
an event of Force Majeure.
For purposes of this clause, “Force Majeure” means an event
beyond                                                           the

control of the Principle Bidder and not involving the Principle
Bidder’s fault or negligence and not foreseeable. Such events
may include, but are not restricted to, acts of the Bank in its
sovereign capacity, wars or evolutions, fires, floods, epidemics,
quarantine restrictions and freight embargoes.
If a Force Majeure situation arises, the Principle Bidder shall
promptly notify the Bank in writing of such condition, the cause
thereof and the change that is necessitated due to the conditions.
Until and unless otherwise directed by the Bank in writing, the
Principle Bidder shall continue to perform its obligations under the
Contract as far s is reasonably practical, and shall seek all
reasonable alternative means for performance not prevented by the
Force Majeure event.
TERMINATION FOR INSOLVENCY: The Bank may at any time
terminate the contract by giving written notice to the Principle Bidder
if the Principle Bidder becomes bankrupt or otherwise insolvent. In
this event, termination will not prejudice or affect any right of action
or remedy, which has accrued or will accrue thereafter to the Bank.
TERMINATION FOR CONVENIENCE
The Bank, by written notice sent to the Principle Bidder , may
terminate the Contract, in whole or in part, at any time its
convenience. The notice of termination shall specify that termination
is for the Bank ’s convenience, the extent to which performance of
work under the Contract is terminated and the date upon which such
termination becomes effective.
The Goods that are complete and ready for shipment within thirty (30)
days after the Principle Bidder’s receipt of notice of termination shall
be accepted by the Bank at the Contract terms and prices. For the
remaining Goods and Services, the Bank may elect

      • to have any portion completed and delivered at the Contract
      terms and prices; and/or
      • to cancel the remainder and pay to the Principle Bidder an
      agreed amount for partially completed Goods & Services and
      for materials & parts previously procured by the Principle
     Bidder . 49 Exit Option and Contract Re-Negotiation The Bank
     reserves the right to cancel the contract in the event of
     happening one or more of the following Conditions: Failure of
     the successful Principle Bidder to accept the

     contract and furnish the Performance Guarantee within 21 days
     of receipt of purchase contract as stated in the RFP; Delay in
     offering equipments for pre-delivery Inspection; Delay in
     delivery beyond the specified period; Delay in completing
     installation / implementation and acceptance tests / checks
     beyond the specified periods; Serious discrepancy in hardware
     noticed during the pre-dispatch factory inspection; and Serious
     discrepancy in functionality to be provided or the performance
     levels agreed upon, which have an impact on the functioning of
     the Bank. In addition to the cancellation of purchase contract,
     Bank reserves the right to appropriate the damages through
     encashment of Bid Security / Performance Guarantee given by
     the Principle Bidder . Notwithstanding the existence of a
     dispute, and/or the commencement of arbitration proceedings,
     the Principle Bidder will be expected to continue the facilities
     management services. The Bank shall have the sole and
     absolute discretion to decide whether proper reverse transition
     mechanism over a period of 6 to 12 months, has been complied
     with. In the event of the conflict not being resolved, the conflict
     will be resolved through Arbitration.

The Bank and the Principle Bidder shall together prepare the Reverse
Transition Plan. However, the Bank shall have the sole decision to
ascertain whether such Plan has been complied with. Reverse
Transition mechanism would typically include service and tasks that
are required to be performed / rendered by the Principle Bidder to the
Bank or its designee to ensure smooth handover and transitioning of
Bank’s deliverables, maintenance and facility management.


RESOLUTION OF DISPUTES
It will be the Bank’s endeavour to resolve amicably any disputes or
differences that may arise between the Bank and the Principle Bidder
from misconstruing the meaning and operation of the RFP and the
breach that may result. In case this attempt fails, arbitration process
will be followed as per Indian Laws and the resulting award will be
binding for all concerned.
50.2. All questions, disputes or differences arising under and out of,
or in connection with the contract or carrying out of the work whether
during the progress of the work or after the completion and whether
before or after the determination, abandonment or breach of the
contract shall be referred to arbitration by a sole Arbitrator:
acceptable to both parties OR the number of arbitrators shall be
three, with each side to the dispute being entitled to appoint one
arbitrator. The two arbitrators appointed by the parties shall

appoint a third arbitrator who shall act as the chairman of the
proceedings. The award of the Arbitrator shall be final and binding on
both the parties. The Arbitration and Reconciliation Act 1996 or any
statutory modification thereof shall apply to the arbitration
proceedings and the venue of the arbitration shall be Jammu.
50.3. The Principle Bidder shall continue work under the Contract
during the arbitration proceedings unless otherwise directed in
writing by the Bank or unless the matter is such that the work cannot
possibly be continued until the decision of the Arbitrator or the
umpire, as the case may be, is obtained.
1. The venue of the Arbitration shall be in Jammu.
2. GOVERNING LANGUAGE The Contract shall be written in English.
All correspondence and other documents pertaining to the Contract,
which are exchanged by the parties, shall be written in English.
APPLICABLE LAW The Contract shall be interpreted in accordance
with the laws prevalent in India.


TAXES AND DUTIES
The Principle Bidder will be entirely responsible to pay all taxes
including corporate tax and income tax, duties, license fees, octroi,
road permits etc. in connection with delivery of goods at site
including incidental services and commissioning.


However Sales Tax, Works Contract Tax and Services Taxes shall be
paid by the Bank.


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 Principle Bidder . 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 in force. Nothing in
the Contract, shall relieve the Principle Bidder from his responsibility
to pay any tax that may be levied in India on income and profits made
by the Principle Bidder in respect of this Contract.
PRINCIPLE BIDDER INTEGRITY The Principle Bidder 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.
PRINCIPLE BIDDER OBLIGATIONS
The Principle Bidder is obliged to work closely with the Bank ’s
staff, act within its own authority and abide by directives issued by
the Bank and implementation activities.
The Principle Bidder 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
Principle Bidder’s negligence. The Principle Bidder will pay all
indemnities arising from such incidents and will not hold the Bank
responsible or obligated.
The Principle Bidder is responsible for managing the activities of its
personnel or sub-contracted personnel and will hold itself
responsible for any misdemeanors.
The Principle Bidder will treat as confidential all data and information
about the Bank, obtained in the execution of his responsibilities, in
strict confidence and will not reveal such information to any other
party without the prior written approval of the Bank.
Principle Bidders Liability The Principle Bidders aggregate liability in
connection with obligations undertaken as a part of the Centralised
Banking Project regardless of the form or nature of the action giving
rise to such liability (whether in contract, tort or otherwise), shall be
at actuals and limited to the value of the contract. The Principle
Bidders liability in case of claims against the Bank resulting from
misconduct or gross negligence of the Principle Bidder , its
employees and subcontractors or from infringement of patents,
trademarks, copyrights or such other Intellectual Property Rights or
breach of confidentiality obligations shall be unlimited. The Bank
shall not be held liable for and is absolved of any responsibility or
claim/litigation arising out of the use of any third party software or
modules supplied by the Principle Bidder as part of this RFP. 54
Contract Commitment The Bank intends that the contract for core
banking hardware & software, which is contemplated herein with the
Principle Bidder , shall be for a period of seven years comprising of a
warranty for the initial 3 years and a facilities management contract
for the next 4 years. The FM for services should be for a period of
seven (7) years from the time all 15 branches are implemented. The
FM should include all costs that the original manufacturer would
charge the Principle Bidder; It is expressly understood




that the contract for provision of network bandwidth with the
designated network service provider shall be initially for a period of
seven (7) years, with the Bank having the option to renew it annually.
55 Solicitation of Employees Both the parties agree not to hire,
solicit, or accept solicitation (either directly, indirectly, or through a
third party) for their employees directly involved in this contract
during the period of the contract and one year thereafter, except as
the parties may agree on a case-bycase basis. The parties agree that
for the period of the contract and one year thereafter, neither party
will cause or permit any of its directors or employees who have
knowledge of the agreement to directly or indirectly solicit for
employment the key personnel working on the project contemplated
in this proposal except with the written consent of the other party.
The above restriction would not apply to either party for hiring such
key personnel who (i) initiate discussions regarding such
employment without any direct or indirect solicitation by the other
party (ii) respond to any public advertisement placed by either party
or its affiliates in a publication of general circulation or (iii) has been
terminated by a party prior to the commencement of employment
discussions with the other party. 56 Information Ownership All
information processed, stored, or transmitted by Principle Bidder
equipment belongs to the Bank. By having the responsibility to
maintain the equipment, the Principle Bidder does not acquire
implicit access rights to the information or rights to redistribute the
information. The Principle Bidder understands that civil, criminal, or
administrative penalties may apply for failure to protect information
appropriately. Sensitive Information Any information considered
sensitive must be protected by the Principle Bidder from
unauthorized disclosure, modification or access. Types of sensitive
information that will be found on Bank systems the Principle Bidder
may support or have access to include, but are not limited to:
Information subject to special statutory protection, legal actions,
disciplinary actions, complaints, IT security, pending cases, civil and
criminal investigations, etc. Privacy & Security Safeguards The
Principle Bidder shall not publish or disclose in any manner, without
the Bank's prior written consent, the details of any security
safeguards designed, developed, or implemented by the Principle
Bidder under this contract or existing at any Bank location. The
Principle Bidder shall develop procedures and implementation plans
to ensure that IT resources leaving the control of the assigned user
(such as being reassigned, removed for repair, replaced, or
upgraded) are cleared of all Bank data and sensitive application
software. The Principle 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 Principle
Bidder under this contract or existing at any Bank location. 57
Confidentiality




“Confidential Information” means any and all information that is or
has been received by the Principle Bidder (“Receiving Party”) from
the Bank (“Disclosing Party”) and that:


˜ (a) relates to the Disclosing Party; and
˜ (b) is designated by the Disclosing Party as being confidential or is
disclosed in circumstances where the Receiving Party would
reasonably understand that the disclosed information would be
confidential or
˜ (c) is prepared or performed by or on behalf of the Disclosing Party
by its employees, officers, directors, agents, representatives or
consultants.
(d) Without limiting the generality of the foregoing, Confidential
Information shall mean and include any information, data, analysis,
compilations, notes, extracts, materials, reports, drawings, designs,
specifications, graphs, layouts, plans, charts, studies, memoranda or
other documents, or materials relating to the licensed software, the
modules, the program documentation, the source codes, the object
codes and all enhancements and updates, services, systems
processes, ideas, concepts, formulas, methods, know how, trade
secrets, designs, research, inventions , techniques, processes,
algorithms, schematics, testing procedures, software design and
architecture, computer code, internal documentation, design and
function specifications, product requirements, problem
reports, analysis and performance information, business affairs,
projects, technology, finances (including revenue projections, cost
summaries, pricing formula), clientele, markets, marketing and sales
programs, client and customer data, appraisal mechanisms, planning
processes etc. or any existing or future plans, forecasts or strategies
in respect thereof.
˜ (e) “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.
˜ (f) Information disclosed pursuant to this clause will be subject to
confidentiality for the term of contract plus five years.
˜ (g) Nothing contained in this clause shall limit Principle Bidder from
providing similar services to any third parties or reusing the skills,
know how and experience gained by the employees in providing the
services contemplated under this clause, provided further that the
Principle Bidder shall at no point use the Bank’s confidential
information or Intellectual property. The Receiving Party shall, at all
times regard, preserve, maintain and keep as secret and confidential
all Confidential Information and Confidential Materials of the
Disclosing Party howsoever obtained and agrees that it shall not,
without      obtaining       the     written      consent      of     the

Disclosing Party: Disclose, transmit, reproduce or make available any
such Confidential Information and materials to any person, firm,
Company or any other entity other than its directors, partners,
advisers, agents or employees, sub contractors and contractors who
need to know the same for the purposes of maintaining and
supporting the Software provided as a part of Core Banking Project.
The Receiving Party shall be responsible for ensuring that the usage
and confidentiality by its directors, partners, advisers, agents or
employees, sub contractors and contractors is in accordance with
the terms and conditions and requirements of this RFP; or
Unless otherwise agreed herein, use any such Confidential
Information and materials for its own benefit or the benefit of others
or do anything prejudicial to the interests of the Disclosing Party or
its customers or their projects. In maintaining confidentiality
hereunder the Receiving Party on receiving the confidential
information and materials agrees and warrants that it shall:


Take at least the same degree of care in safeguarding such
Confidential Information and materials as it takes for its own
confidential information of like importance and such degree of care
shall be at least, that which is reasonably calculated to prevent such
inadvertent disclosure; Keep the Confidential Information and
Confidential Materials and any copies thereof secure and in such a
way so as to prevent unauthorised access by any third party; Limit
access to such Confidential Information and materials to those of its
directors, partners, advisers, agents or employees, sub contractors
and     contractors      who    are    directly    involved   in   the
consideration/evaluation of the Confidential Information and bind
each of its directors, partners, advisers, agents or employees, sub
contractors and contractors so involved to protect the Confidential
Information and materials in the manner prescribed in this document;
and Upon discovery of any unauthorised disclosure or suspected
unauthorised disclosure of Confidential Information, promptly inform
the Disclosing Party of such disclosure in writing and immediately
return to the Disclosing Party all such Information and materials, in
whatsoever form, including any and all copies thereof. The Receiving
Party who receives the confidential information and materials agrees
that on receipt of a written demand from the Disclosing Party:
Immediately return all written Confidential Information, Confidential
materials and all copies thereof provided to, or produced by it or its
advisers, as the case may be, which is in Receiving Party’s
possession or under its custody and control; To the extent
practicable, immediately destroy all analyses, compilations, notes,
studies,         memoranda           or         other       documents

prepared by it or its advisers to the extent that the same contain,
reflect or derive from Confidential Information relating to the
Disclosing Party; So far as it is practicable to do so immediately
expunge any Confidential Information relating to the Disclosing Party
or its projects from any computer, word processor or other device in
its possession or under its custody and control; and To the extent
practicable, immediately furnish a certificate signed by its director or
other responsible representative confirming that to the best of his/her
knowledge, information and belief, having made all proper enquiries
the requirements of this paragraph have been fully complied with.
The restrictions in the preceding clause shall not apply to: Any
information that is publicly available at the time of its disclosure or
becomes publicly available following disclosure (other than as a
result of disclosure by the Disclosing Party contrary to the terms of
this document); or any information which is independently developed
by the Receiving Party or acquired from a third party to the extent it is
acquired with the valid right to disclose the same. Any disclosure
required by law or by any court of competent jurisdiction, the rules
and regulations of any recognised stock exchange or any enquiry or
investigation by any governmental, statutory or regulatory body
which is lawfully entitled to require any such disclosure provided
that, so far as it is lawful and practical to do so prior to such
disclosure, the Receiving Party shall promptly notify the Disclosing
Party of such requirement with a view to providing the Disclosing
Party an opportunity to obtain a protective order or to contest the
disclosure or otherwise agree to the timing and content of such
disclosure. The Confidential Information and materials and all copies
thereof, in whatsoever form shall at all times remain the property of
the Disclosing Party and its disclosure hereunder shall not confer on
the Receiving Party any rights whatsoever beyond those contained in
this document. The confidentiality obligations shall survive the expiry
or termination of the agreement between the Principle Bidder and the
Bank.
1. SITE PREPARATION The Principle Bidder will be required to
perform a site inspection at its own cost to verify the appropriateness
of the sites before the commencement of site-preparation / delivery.
The Principle Bidder will guide and provide the necessary layout plan
and such other information to the Bank for preparation of site.
Thereafter the Principle Bidder shall inspect the site to verify its
appropriateness before installation of the equipments.
HARDWARE INSTALLATION AND INTEGRATION OF
SOFTWARE, HARDWARE & NETWORK COMPONENTS

The Principle Bidder will promptly install the delivered goods at the
designated installation sites. The Principle Bidder is responsible for
installation and configuration of systems at sites including unpacking
of cartons / boxes, assembling, wiring, cabling between hardware
units and connecting to power supplies. The Principle Bidder will test
all hardware operations and accomplish all adjustments necessary
for successful and continuous operation of the hardware at all
installation sites.


So as to ensure the total integration and functionalities of the system,
the Principle Bidder needs to integrate all the hardware/networking
components and software modules. The Principle Bidder will be
responsible for fault detection and rectification. The Principle Bidder
will also be responsible to cooperate with the Bank and/or its
application software Principle Bidder , who will install the application
software and drivers on the systems, to ensure that the integrated
systems are fully functional.
The Bank reserves the right to install third party
software/hardware or any other products at the same site.
The Bank reserves the right to shift any equipment delivered by the
Principle Bidder from one destination to another at its cost for which
the Principle Bidder shall extend all assistance and install the
equipment at the new site.

CBS Scope

Deployment of a CBS (“CBS”) & identified Delivery
Channels:
Implement a centralized CBS at the identified locations
listed in Annexure A with the functionalities as listed in
Form 8. However, considering the changes in requirements
of business, the functional requirements of the CBS
branches selected for pilot and future roll out may undergo
a change.
The Centralised CBS would need to technologically enable all
Banking functionalities / products like Deposits, Advances,
Retail / Corporate Loans, Credit Monitoring / NPA
management, Documentation Management, Government
Business, Clearing functions at service branches and other
branches, Term Lending, Customer Information System,
General Ledger, MIS and reports, etc. as mentioned in Form
The core banking system should support a 24x7-processing
environment.


The Bank expects the Principle Bidder to set up the required
solutions

(including the client desktops) at the agreed pilot branches for the
purpose of branch implementation.
Interface the Centralised CBS to the Bank’s Cash Management
system, Inspection, Fixed Asset Management, , Human Resource
Management System, Government Business, Delivery Channels,
Inter-Branch Reconciliation System, Management Information
System, Cash Management Systems, Centralized Accounting System,
Risk Management system, proposed ATM Network, Mail Messaging
System and other software solutions of the Bank.
Implement the Trade Finance Solution as per functionalities
listed
Implement the delivery channels and functionalities as
mentioned. The delivery channels should be licensed for an
enterprise wide use without any user restrictions and
configured to support 200 concurrent users for each delivery
channel. This support for 200 concurrent users does not
apply to telebanking and help desk as for telebanking the
Bank expects one channelised E1, which can be scaled up in
the future based on volumes and for the helpdesk the bank
has envisaged a 2 seats help desk.
Enable the introduction of new products, as mentioned
below by building interfaces where required, through
various delivery channels.
Electronic Bill Presentment & Payment
Collection Services / Payment Services
Debit Cards
OLTAS handoffs and uploads
Information Kiosks
Data Migration / Archiving:
Entire data pertaining to live accounts (from the time of
account opening or from the time the data is available) for
accounts like term deposits, recurring deposits, loans and
advances, etc. should be migrated to the proposed
solution for all the branches being converted to CBS. The
history data should at least fulfill the objectives of printing
backdated customer statements (for all products,
accounts, and schemes supported by the legacy
application) passbook, general ledger, profit & loss
statements, trial balance, account master information,
standing instructions and transaction history (including
GL, P& L heads and other office accounts) and should also
support printing MIS reports as desired by the Bank for the
legacy data migrated. Migrate all outstanding entries from
the     legacy       system      to      the     new       CBS




application for the identified general ledger and profit and
loss heads for future reconciliations. In the CBS
environment, the Bank wants to keep 18 months of data
before archiving or purging the data.
The Principle Bidder needs to provide a test environment for 25
concurrent users testing the application. The Principle Bidder needs
to provide separate test environments for CBS, Delivery Channels
and other software being a part of the solution to be provided by the
Principle Bidder.
The Principle Bidder needs to develop and provide automated Audit
Tools for the Bank’s internal and concurrent auditors for auditing all
the components of the solution provided.
Provide training to the bank’s management, all end users, auditors
and information technology users on all the above products. The
Principle Bidder also needs to provide training to Bank’s personnel
on training end users on the applications for the purpose of rollout of
the application.
Implement new office automation software as needed at the desktops
to run the proposed centralised banking solution and its interfaces.
The Principle Bidder will ensure that Bank functions continue to
operate through upgrades and new releases of automation software.
The Principle Bidder will further ensure minimum interruption during
upgrades to office automation software.
Provide, customise and implement an Anti-Money Laundering (,)
solution as per functionality provided in. The , solution should
provide an application review report and benchmark report given by
an independent, reputed third party agency. The bank expects the
Principle Bidder to submit completion or work-in-progress
certificates for the same.
Provide, customise and implement; Cash Management,
HRMS, Fixed Asset Management, Inspection & Help desk
solutions as per functionality provided.
The Principle Bidder is expected to customise all gaps observed in
the Functional RFP, Product Demo, UAT and implementation phase
during the pilot for the , solution. The total cost of customizations for
the entire period of the contract should be included in the price bid.
The Principle Bidder also needs to provide all statutory reports as
required by the regulatory institutions. The bank will not pay any
additional customization costs for the functionality that would be
required by the bank.
Deployment of a CBS & Delivery Channels: This section details the
requirements of the CBS, the related delivery channels and the
various processes expected in the implementation cycle. The Bank
wants to deploy a centralized banking solution at all the branches,
extension counters, admin office, Data Centre & Disaster Recovery
Centre          and         other         offices.       The        CBS
should provide the functionality as mentioned in Form 8 and covers
the broad functionality of Retail, Corporate and Trade Finance. With
CBS, the Bank also wants to provide various delivery channels like
Internet Banking, Phone Banking and Mobile Banking (SMS/WAP) to
all its customers. The functionality is provided in as mentioned in
Form 8 under Delivery Channels. The licences for these delivery
channels should be enterprise wide and for an unlimited user base.
The bank envisions that SMS banking services be offered to
customers and therefore a gateway server is proposed for SMS
banking. The gateway server must be compatible with GSM & CDMA
technologies, to enable the bank’s SMS banking infrastructure to see
integrate with the infrastructure of the mobile services providers.If
the proposed solution requires servers in all the branches, extension
counters, the same must be specified clearly and provided by the
Principle Bidder . The Principle Bidder needs to quote for the license
cost accordingly. SAN storage capacity is estimated to be a minimum
of 15 terabytes for the project at the DC and DR each. If the individual
solutions suggested by the Principle Bidders necessitate additional
capacity, then the Principle Bidder would need to provide accordingly
to meet the RFP and SLA requirements. SSL certificate for Internet
Banking has to be provided.
Core Functional modules like Government Business, Loan
Origination, Credit Appraisal Management proposed by the Principle
Bidder through 3rd party solutions & Delivery Channels like internet
banking & phone banking should have been implemented and live in
at least one bank in India.
2.1. Systems Specifications Requirement Study:
2.1.1. The Principle Bidder will conduct a detailed systems
requirements study and provide a Functional Requirements
Specification Manual (“FRSM”) relating to the functionalities as
required to support the various products and services offered by the
Bank / to be offered by the Bank in the near future as responded by
the Principle Bidder . The FRSM must also include all the areas where
the Principle Bidder is suggesting a work-around. If the work-around
involves re-alignment of a business process the re-aligned process
should be included in the FRSM. The FRSM should include the
standard operating procedure proposed for the re-aligned process.
The Principle Bidder is expected to assist the Bank in aligning the
business requirements with the application so as to enable
centralisation of desired business process, eliminate redundant and
duplicate processes, increase operational efficiency and improve
customer service. Principle Bidder is expected to prepare detailed
documentation, presentation, workflows for the business processes
affected due to implementation of CBS, delivery channels and other
applications    implemented    by   the     Principle   Bidder   .

The Principle Bidder is also expected to provide suitable Business
Continuity procedures applicable to it’s solution in case the solution
is unavailable. These procedures should ensure that the customers
of the Bank are not denied banking services due to the solution being
unavailable to the Bank’s users.
The Principle Biddr shall provide the FRSM to the Bank for review
and comment and any comments or suggestions of Bank will be
incorporated therein.
The Bank will identify the functional heads for each
process who would be responsible for the review,
comments and sign – off of the FRSM.
The FRSM will deem to be completed when signed – off
from the Bank.
The Principle Bidder is also expected to carry out and document a
detailed current assessment study for all business activities, product
and service offered by the bank to gain understanding of the bank’s
existing business and operations. The Principle Bidder is expected to
help the bank to parameterise the product and provide valuable
inputs at the time of system parameterisation based on the current
state assessment study undertaken by the Principle Bidder .


2.1.2. Gap Identification and Resolution
2.1.2.1. The Principle Bidder will be responsible for gap identification
and resolution so as to:
2.1.2.1.1. Provide all functionalities as mentioned in the
functional, technical RFP Form 8;
2.1.2.1.2. Provide all functionalities as mentioned in the FRSM.
2.1.2.2 .The Principle Bidder will provide the Bank with the gap
identification report along with the necessary solutions to overcome
the gaps and the time frames.
2.1.2.3. The Principle Bidder will ensure that all gaps identified at
the time of system testing will be immediately resolved.
2.1.2.4. The Principle Bidder will ensure that gaps pointed out by the
audit and inspection team, statutory and regulatory bodies, or any
other third party agency engaged by the Bank will be immediately
resolved.
2.1.2.5 The Principle Bidder shall resolve gaps by proposing a
suitable work around or customizing the proposed solution by way of
modifications /enhancements, as necessary, to the proposed
software solution.
2.1.2.6 The Principle Bidder shall provide all statutory, regulatory
and adhoc MIS(Management Information System) and EIS
(Executive Information System) reports as required by the Bank in
the desired format during the initial phase of customisation
process.

2.1.2.7 The Principle Bidder shall provide for all subsequent changes
to reports as suggested by the statutory and regulatory bodies from
time to time immediately to the Bank at no additional cost to the
Bank.
2.1.2.8 The Principle Bidder shall provide for a flexible report writer
utility and train the Bank personnel in using the same.
2.1.2.9 The Principle Bidder will give adequate time to the Bank for
reviewing the gap report.
2.1.2.10 The Principle Bidder will incorporate all the suggestions
made by the Bank to the gap report.
2.1.2.11 The Principle Bidder will ensure that they have the
necessary infrastructure and people in place to resolve all the
gaps within the time lines agreed, for the implementation and
roll out.


2.1.2.12 The cost of all customisations as mentioned above is
required to be included in the Price Bid and the Bank will not
make any addition al costs for such effort till all the 15 are live.
While costing the customisation effort required, the Principle
Bidder should exclude the effort required from the Bank’s side.
2.1.3 Data Migration
2.1.3.1 The Principle Bidder will be responsible for successful data
migration from the legacy systems to the new environment for all 15
branches. It is the Bidder’s responsibility to liaise with the legacy
system Principle Bidders for the purpose of data mapping and
extraction in what ever format the CBS Principle Bidder wants the
data. The bank will not bear any additional cost for data migration,
nor will be responsible for the same.
2.1.3.2 The Principle Bidder will be responsible for formulating
the “Data Migration Strategy” and process documents which
will have to be reviewed and signed – off by the Bank prior to
commencement of the data migration exercise. The CBS
Principle Bidder would need to factor all effort to liaise, interact,
develop tools, correspond etc. with the legacy Principle Bidders
to obtain the data as desired by the CBS solution.
2.1.3.3. The Principle Bidder will take not more than 7 working days
from date of order to prepare the “Data Migration Strategy” and
process documents.
2.1.3.4. The Principle Bidder will give the Bank adequate time to
review and sign –off the Data Migration Strategy and process
documents.
2.1.3.5. All comments and suggestions of the Bank must be
incorporated in the data migration strategy and process
documents before obtaining sign – off.
2.1.3.6. The Principle Bidder may associate the Bank’s personnel
proficient

in the legacy systems for assistance during the data migration
exercise.
2.1.3.7. For this purpose adequate training would need to
be imparted by the Principle Bidder to the Bank’s
personnel for the same.
2.1.3.8. In the event of any gaps in the field mapping reports the
same would be discussed with the Bank and the agreed solution
would be documented by the Principle Bidder and signed off from
the Bank at no additional cost to the bank. The Principle Bidder
would give the Bank adequate time for the review of the agreed
solution and in corporate the modifications as suggested by the
Bank The Principle Bidder shall ensure that workarounds or default
values moved to the production database as a result of gaps in the
field mapping are duly taken care of after successful migration to
CBS and the Bank officials informed of the same in writing.
2.1.3.9. It will be the responsibility of the Principle Bidder to ensure
complete data cleaning and validation for all data migrated from the
legacy systems to the new application.
2.1.3.10. The Principle Bidder will be responsible to massage the
data as per the software / upload format required by the solution.


It will be the responsibility of the Principle Bidder to convey to the
Bank, at least 60 days in advance from the date of migration, all the
mandatory fields required for the functioning of the proposed
applications that are not available in the legacy systems and that
needs to be obtained by the Bank.
2.1.3.11. In the event the Bank is unable to obtain all the mandatory
fields as conveyed by the Principle Bidder, the Principle Bidder shall
suggest the most suitable workaround to the Bank. The Principle
Bidder shall document the suggested workaround and sign-off will be
obtained from the Bank for the suggested workaround.
2.1.3.12. The Principle Bidder will be responsible for development of
data     entry    programs      /   applications   with     appropriate
validations/checks that may be required for the purpose of data
migration in order to capture data available with / obtained by the
Bank in non – electronic format. These programs / applications
should be made available to the Bank at least 30 days in advance
from the date of migration. The Principle Bidder will be responsible to
install the data capture tool at the branches where required and train
the branch users on data entry.
2.1.3.13. The Principle Bidder will conduct training for the Branch
personnel or any other third party data entry agencies during the time
of data entry.
2.1.3.14. The Principle Bidder will be responsible for uploading the
data entered by the Bank through the manual data entry screens,
programs /applications.
2.1.3.15. The Principle Bidder shall ensure that sufficient training is

imparted to the data migration team of the Bank with regards to but
not limited to CBS data structure, field mapping requirements, field
validations, default values and gaps in field mapping reports.
2.1.3.16. The Principle Bidder shall develop the data conversion
programs to convert banks data to CBS upload format. The
Principle Bidder shall perform mock data migration tests to validate
the conversion programs.
2.1.3.17. The Principle Bidder will be responsible for assisting
the Bank in conducting the acceptance testing and in verifying
the completeness and accuracy of the data migrated from the
legacy applications to the proposed systems.
2.1.3.18. The Bank or its consultants may, at its will,
verify the test results provided by the Principle Bidder .
2.1.3.19. The Bank reserves the right “to audit” /
“appoint an external auditor to audit” the process of
data migration and / or the completeness and
accuracy of the data migrated during the entire
exercise of data migrations.
2.1.3.20. Any gaps / discrepancy observed will be reported in
writing to the Principle Bidder , who will act upon it and resolve
the same immediately or within 5 working days from the day of
reporting the same.
2.1.3.21. The Principle Bidder will be responsible for obtaining the
data from the branches for the purpose of migration.
2.1.3.22. The Principle Bidder will be responsible to develop control
reports for verification of the data both before and after migration.


2.1.4. Interfaces
2.1.4.1. The Principle Bidder will be responsible for identifying
the detailed interface requirements for integrating the proposed
packages to the systems, as mentioned in Form 8, thereafter and
for all other functionalities as mentioned in the RFP.
2.1.4.2. The Principle Bidder will present to the Bank the interface
requirements for review.
2.1.4.3. The Principle Bidder will give the Bank adequate time to
review the interface requirements.
2.1.4.4. Any suggestions from the Bank will have to be
included by the Principle Bidder.
2.1.4.5. The Principle Bidder will be responsible for developing,
testing and maintaining the interfaces. In case of any subsequent
change, modification or alteration to the Banks existing application
software packages, the Bank will obtain the API for such existing
application and provide the same to the Principle Bidder for interface.
2.1.4.6. The Principle Bidder must ensure that all interfaces are
automated with minimal manual intervention. All 3rd party
applications                 proposed               by              the

Principle Bidders to meet the functional requirements of the bank
should provide an on-line interface with the Core Banking Solution.
2.1.4.7. The Principle Bidder will ensure and incorporate all necessary
security and control features within the application, operating
system, database, network etc. so as to maintain integrity and
confidentiality of data at all times.
2.1.4.8. The Principle Bidder will be responsible for setting up the test
environment for interface testing.
2.1.4.9. The Principle Bidder will help / assist the Bank in preparing
the test cases for the testing. Principle Bidder shall ensure that the
test cases meet all the testing requirements of the Bank.
2.1.4.10. All errors, bugs, enhancements / modifications required
during and after testing but not before go live will be immediately
resolved by the Principle Bidder (maximum of 7 working days), after
go-live the Principle Bidder will be expected to fix the bugs and errors
in one day and sign – off from the same will be obtained from the
Bank. However work around solution should be provided ON THE
SAME DAY, in respect of errors and bugs affecting the functioning of
the Bank.
2.1.5. Testing
2.1.5.1. The Bank proposes to conduct a “User Acceptance Test”
(“UAT”)testing for the purpose of ensuring that all the functionality
requested for by the Bank is available and is functioning accurately.
The UAT would be carried out for the CBS, including the trade finance
module, all the delivery channels and all the 3rd party software’s
proposed.


2.1.5.2. The Principle Bidder will convey to the Bank that all the
customizations that are required to “Go Live”, as agreed upon and
signed off by the Bank are completed and the solution is ready for
testing.
2.1.5.3. The Principle Bidder will set up a test server, to
accommodate a minimum of 25 concurrent users, which shall
support simultaneous data migration testing and install the
applications including the
customisations, parameterise it as per Bank’s requirement and
upload live data of a sample branch in the test server. The Bank
expects the test environment to be available to the Bank at all times,
for the purpose of testing. The Principle Bidder is expected to provide
for the requisite test and development infrastructure including
hardware, software, operating system and database for all
applications including any 3rd party solutions being offered by the
Principle Bidder . The Bank expects the Principle Bidder to set up the
required solutions (including the client desktops) and provide
connectivity to test server at DC at the desired testing centre of the
Bank for the purpose of testing. The Bank shall not pay any
additional amounts to the Principle Bidder for the purpose of creating
the                                                                test

environment.
2.1.5.4. The Principle Bidder will install client version of the solution
on the PCs provided by the Bank. It will be the Principle Bidder’s
responsibility to establish connectivity of these test PCs to the Test
server for facilitating UAT.
2.1.5.5. The Principle Bidder will assist the Bank in preparing test
cases including test data.
2.1.5.6. The Principle Bidder will assist the Bank in conducting all the
tests and analyzing / comparing the results. Principle Bidder shall
provide 5 full time resources conversant in all business areas, for
trouble-shooting during the entire UAT process.
2.1.5.7. Any deviations / discrepancies / errors observed during the
testing phase will be formally reported to the Principle Bidder and the
Principle Bidder will have to resolve them immediately as per
2.1.4.10.
2.1.5.8. The Principle Bidder will be responsible for maintaining
appropriate program change control and version control for all the
modifications /enhancements carried out during the implementation /
testing phases.
2.1.5.9. The Principle Bidder will be responsible for providing and
updating system &user documentation as per the modifications.
2.1.6. Pilot Implementation: The pilot implementation
will consist of implementing the proposed CBS
including the trade finance module, the delivery
channels and


3rd party applications in the identified branches
and associated extension counters.
2.1.6.1. The Principle Bidder will be responsible for setting up all the
servers at the DC. The Principle Bidder will also set-up the servers at
the DRC.
2.1.6.2. The Principle Bidder will be responsible for installing the
applications with all the customisations duly tested.
2.1.6.3. The Principle Bidder will set all the parameters in the
applications as accepted in the test environment. The Principle
Bidder shall be responsible for accuracy of the parameters set
according to business needs of the Bank.
2.1.6.4. The Principle Bidder will be responsible to migrate the branch
data.
2.1.6.5. The Principle Bidder will be responsible for ensuring that the
branch is connected to the DC and DRC using the proposed network.
2.1.6.6. The Principle Bidder will be responsible for ensuring that all
the client software is installed at the branch computers.
2.1.6.7. The Principle Bidder will be responsible for imparting the
required training to the branch personnel prior to implementation.
The Principle Bidder is required to be present at each of the branches

under migration for at least the first two-weeks after the branch has
been migrated to the proposed solution for handholding, trouble
shooting and hands-on training. Minimum 5 Principle Bidder
personnel are required to be present on – site, conversant in all
business areas of that branch.
The Principle Bidder will assist the Bank in testing the reports
generated using the proposed application with those generated by
the old system during the parallel run. The Principle Bidder personnel
will investigate any differences observed in the report generated
using legacy system as compared to the report generated from the
CBS and initiate corrective action.
The Principle Bidder will assist the Bank in deciding when to
discontinue the parallel run.
The Principle Bidder will be responsible for implementing the delivery
channels and ensure that the customers of the branch being
converted to the CBS are able to utilize the delivery channels.
Branch pilot implementation phase will be deemed complete once the
Principle Bidder has obtained a sign-off for implementation at the
pilot branches from the Bank. The branch will need to live run
successfully for a period of at least 15 working days before signing –
off on pilot implementation.
In the event of any deviations / discrepancies / errors
observed at the pilot branches, the sign off will only be
given by the Bank once the deviations / discrepancies /
errors reported by the branch have been successfully
rectified by the Principle Bidder .
The Principle Bidder shall depute relevant personnel to attend and
resolve the branch problems immediately.
The Principle Bidder is expected to build the required interfaces to
the legacy branch systems. At an interval specified by the Bank
(daily, weekly, etc.) the specified branches would upload data to the
CBS. This data should be used for consolidating the branch wise
and General Ledger wise also for generating various MIS Reports.
2.1.7.5. The Principle Bidder shall conduct a current state
assessment, training, gap analysis and resolution, customization,
implementation for the softwares mentioned below. The Principle
Bidder is also expected to provide a detailed training methodology
and number of days of training envisaged for end user training for all
products and software such as:
i. CBS
ii.                            Trade                            Finance

iii. Delivery Channels
˜ iv. HRMS
iv. CMS
v Fixed Assets
VI Inspection
˜VII. And for any other third party product quoted to meet the
functional requirements as specified by the bank in Form 8.
The Principle Bidder will provide a detailed training schedule to the
Bank for review and sign – off prior to commencement of the training.
The Principle Bidder will be responsible for providing on going
training at defined intervals to the identified Bank personnel.
The Principle Bidder at no point should entrust the responsibility of
training the users to the Bank’s employees, however the Principle
Bidder can request for any assistance from the Bank’s employees to
impart training to other users.
The Principle Bidder is expected to provide training for any other
third party products quoted to meet the scope of the RFP to the core
teams as selected by the bank.
The Principle Bidder shall conduct technical training for the bank’s
identified technical team to enable the bank’s teams to manage the
solutions and perform day to day routine operations.

System Software The Principle Bidder needs to state application
architecture as well as system software requirements at various
levels viz. Data Centre, DRC, Citizens` , & Branches. The system
software details must comprise requirements and versions of
Operating Systems, Compilers, RDBMS, Middleware and front ends at
various levels. The detailed components of the various system
software, versions, number of users along with the details whether
the run time or development version required, must be clearly
defined. The licensing policies (which includes upgrades) for each of
the product recommended and offered must be spelt out clearly in
the quotations.

Section – 7 Disaster Recovery Site
Build Minimum Specifications for Disaster Recovery Centre (“DRC”):
The DC site is proposed will be in different seismic zone .The Bank
would provide the space for the same. The bank will provide floor at
any other these seismic zone. space and infrastructural requirement
like power supply through UPS, Air Conditioning, physical security
etc. in the Data Centre. The Principle Bidder is expected to
conceptualise the design of the DRC and construct and deploy it in
the provided premises. The Data
Centre & Disaster Recovery Centre should be gigabit speed enabled.
For    detailed    specifications   and      technical   RFP     for
DRC, please refer Form 9. The Principle Bidder is expected to do all
the liaisoning with relevant authorities in order to get sanctions and
approvals as necessary. Principle Bidder is responsible for devising,
creating and implementing the DR and Business Continuity Plan
specific to the Core Banking implementation in the Bank. DRC
Specifications
1. Design and build the DRC in the space provided by the
Bank. The work will include, but is not limited to:
1.1. Designing the DRC
1.2. Build the DRC (including civil work, raised
flooring, false ceiling etc.) at the DRC;
1.3. Electrical work including supplying and installing UPS and DG
sets. The Principle Bidder should also implement the main power
cabling from the transformer to the main panel (AMF synchronization
panel), which will act as an input to the AMF panel. The proposed DG
set should also be terminated at the same panel. The AMF panel will
be used for synchronization of power and automatic switch over from
transformer to DG set so that a single synchronized power is
supplied to the UPS system. The entire cabling, panelling and
designing should be supplied and implemented by the Principle
Bidder as a part of this tender. For this


purpose, the Principle Bidder can visit the premise to
assess the requirements as necessary.
1.4. Provide and commission UPS at DRC;
1.5. Implement physical security (access controls);
1.6. Provide a Building Management Solution (“BMS”)
encompassing the DRC.
1.7. Implement environmental Controls at the DRC (Air conditioners
– Precision and comfort Air conditioners, humidity
controls, fire detection and suppression, water leak
detection, etc.);
1.8. Structured LAN Cabling of the DC within the space
provided for the Citizen`s co-operative bank CBS at data
centre at & DRC.
1.9. Implement Video Surveillance Systems at the DRC.
1.10. Provide adequate environmental and physical
security and controls, in line with the Bank’s
security policy, for the DRC. However, the bank will
provide security personnel for the DRC.
1.11. Maintain the proposed architecture at the DC and the DRC.
1.12. Ensure availability, security and environmental
controls as per level 3 standards at the DRC.

1.13. Provide training to the Bank’s Information
Technology users on managing the DC and the DRC.
1.14. All the proposed equipments in the DC and DRC
should be rack mountable and sliding for easy
maintenance activities.
1.15. The racks should be sized accordingly and calculated for the
quantity to be proposed as part of this solution. Each rack should
have dual power strips with adequate 15A/5A power input sockets.
Each power strip should be connected to separate UPS output. All
proposed racks should be closed racks with air flow coming from the
bottom of the rack/front of the rack.
1.16. Applications which would also run from DRS are:
˜ a. CBS with Trade Finance, GL etc.
˜ b. Delivery Channels
˜ c. Help Desk
˜ d. DNS Server etc.
e. EMS
1.17. The Principle Bidder needs to size the bandwidth for these
applications, taking into consideration the 70% utilization. The
network &security architecture should be identical to the DC set up.
1.18. The replication is done directly at DRS from DC.
The data at DRS must not be more than 15 minutes
behind the production data at DC. However in case of
disaster the DRS must be up and running in 4 hours.
1.19. 2 DG sets must be considered at DRS.
1.20. Biometric access to level-3 (Most Critical Areas) area in DRS.
1.21. The server room needs to be around 1000 sq
feet and there should be a buffer of 25 % for all
environmental infrastructure like precision A/C etc
for all other banks equipment required in the future.
1.22. The Principle Bidder is expected to provide 4 * 20 configurations
EPABX at DC.
1.23. Backup for UPS at DRC should be 60 minutes.
1.24.The Principle Bidder should ensure the following minimum
specifications:
1. The doors for the server room, communications room, and other
critical areas for level 2 and level 3 should be fire rated
2. At the DRC the doors at the reception, level 1 area, UPS &AHU
room should be of glass and fire rated.
3. The partitions for each area should be of glass except for the level
3areas which should be of fire rated bricks (capacity to hold for a
minimum of 2 hours) or fire rated (same capacity)

4. There should be a viewing gallery from where outsiders can view
the server room. The partition between the gallery & the server room
should be of fire rated glass
5. The Server room should have a screen and should be connected to
the management consoles. The screen display should be more than
55inches.
6. The level 3 areas should have precision air conditioning with
redundancy.
7. The Principle Bidder is expected to provide lighting fixtures and 1
wall mounted fan in the DRC Managers room, 2 in the office area, 2 in
the conference room and wherever else required.
8. The level 3 areas should have gas based fire suppression system
9. The earthing should be provided from the electrical room control
panel to the earthing pits as shown by the bank team.
10. Earthing stations should contain relevant grade of charcoal/coke
and salt packed around the earth plate/earth pipe as called for in the
item.
11. An earth ring with relevant earth test terminal boxes shall to be
provided at regular intervals.
12. The Lightning Arrestors shall be mounted and fixed to building
structure using 50 x 50 x 6 mm hot dipped galvanized angles. The
fixing of the angle to the structure shall be done using all GI
accessories etc.
13. Adequate number of earth strips with proper sized holes shall be
provided for extending earthing/looping earth connections and
executed as per the requirement.
14. DRC layout should be submitted by the Principle Bidder at the
time of submitting the technical bid.
15. The Principle Bidder has to visit the DRC sites to estimate the
time & effort required for civil works & quote accordingly.
16. Vitrified flooring to be provided by the Principle Bidder in all areas
except the server & communication room (level 3 area) where false
flooring should be provided. Anti-static flooring should be provided
in UPS, electrical & AHU rooms..
17. The Principle Bidder should provide a fireproof cabinet to store
on-site backup tapes taken daily, weekly, monthly and half-yearly for
at-least 18 months.
18. An indicative list of items/works to be provided and done for DRC
build-up is given in Form 9Minimum Specifications for UPS are given
in Form 9:_ UPS to be sized and provided by the Principle Bidder._
UPS System design concept must be based on redundancy and
availability, with true-online system. Two units of UPS must be
installed for redundancy._ The level 3 areas must have parallel
redundant UPS and other areas should have another UPS system._
The UPS should be split type with synchronization and battery
backup of 1hour for each UPS on full load._ UPS systems must take
care of:
1. IT Infrastructure in the Disaster Recovery Center (servers, network

equipment, security systems, precision air conditioners, etc.)
2. Workstations
3. Emergency Lighting and environmental controls (Fire Detection,
suppression, surveillance system, humidity controllers, etc.)

Section – 8 Bank Wide Area Network
1. The scope of the project also includes networking of 11+4,
 extension counters, 1 central office, 1 Admin office Data Centre (DC)
and Disaster Recovery Site (DRS). The Principle Bidder is expected to
design, size, supply, implement & maintain the Wide Area Network
(WAN) for the Bank hereinafter referred to as BWAN. The Principle
Bidder shall provide for management of the entire BWAN, including
managing network connection devices, such as routers, hubs, and
switches and up gradation of BWAN. Management includes proactive
monitoring, performance management, problem management and
change management and everything else necessary for the effective
functioning of the BWAN as per service levels given. The Principle
Bidder is required to liaison with third party, government authorities,
etc. The Bank expects the Principle Bidder to apply to appropriate
authorities for the necessary license providing wide area network .
The Principle Bidder is also expected to redesign and implement the
IP addressing scheme for the Bank and liaise with the service
providers to obtain the necessary equipment, links and all necessary
permissions.
1.1. The connectivity among the Branches, Extension Counters,
1.2 .The Principle Bidder must provide a Virtual Private Network
(VPN) type network for connecting 11+4 branches to the both, the
Data Centre and the Disaster Recovery Site. There must be a suitable
and reliable secondary link for redundancy for this connectivity as
well. Data Centre and Disaster Recovery Site must also be connected
to this VPN type network through Leased Line with suitable and
adequate bandwidth and reliable secondary link for redundancy.
1.3. While providing for redundancy, the Principle Bidder must take
care that the solution offered by them conforms to the required
uptime of the total solution as defined in RFP.
1.4. The network connectivity, to be integrated with CBS project,
consists of procurement of Network equipments, installation,
commissioning of the network and maintenance of the network
equipments installed. This also includes total facility management
and running & managing the network. Please note that the Principle
Bidder will be responsible for arranging Leased Lines, ISDN etc.
wherever       required.      The       Principle  Bidder     shall

procure these connectivities on behalf of the bank. The connecting
links within the VPN cloud need not be on behalf of the bank.
1.5. BWAN should cover following features and requirements:
1.5.1. The BWAN should have the capability of handling Data and
Voice.
1.5.2. The BWAN should comply with the Bank’s security policy as
approved by the board, which is in conformity with the requirement of
BS 7799, ISO 17799 standards, IT Act 2000 and RBI Guidelines. The
network and its relevant infrastructure should also support Public
Key Infrastructure (PKI). The Bank will share the Bank’s security
policy with the selected Principle Bidder as available at the time of
project commencement.


1.5.3. The BWAN should ensure high availability and
reliability, should be scalable and flexible to
accommodate any business and operational changes in
future.
1.5.4. Provide an Enterprise Management Solution (“EMS”)
encompassing the entire BWAN and other existing/proposed
technology infrastructure of the Bank.
1.5.5. Provide training to the Bank’s information
technology     users    on     implementation      and
management of the BWAN.
1.5.6. Provide Structured LAN cabling in the all branches.
1.5.7. Provide a Network Management System (NMS)
encompassing the entire network set-up as a part of this
project.
1.5.8. The BWAN should be capable of voice compression.
Whereas, data should not be compressed.
1.5.9. The Principle Bidder is expected to size and provide racks for
routers and other network equipment which they would be supplying
as a part of tender.
1.5.10. The Principle Bidder is expected to quote for switches at all
locations which are to be networked. The maintenance of these
switches will be the responsibility of the Principle Bidder and part of
the network facilities management contract. .
1.5.11. Apart from the link redundancy, network
redundancy must be implemented to ensure the
service level uptime mentioned in Section 10 is
adhered.
1.5.12. The Principle Bidder should assume 70% concurrency at the
branches and bandwidth for TCO purposes.
1.5.13. The bank envisions implementing an EMS to
monitor the health and performance of the systems at the
locations .
1.5.15. The Principle Bidder is expected to quote for the modules of
the

EMS as per specifications provided in the all the bank locations of
this scope.
1. The Principle Bidder is expected to submit the supporting for the
CBS bandwidth per user as mentioned in Form 11.
2. The scope of the network connectivity is explained as under:
2.1. Design and deploy a wide area network Design & Deploy a wide
area network to connect 11 branches, 4 extension counters and one
central office and one admin office DRS to VPN cloud and DC to DRS
. The Principle Bidder needs to obtain the various permissions from
the necessary agencies and liaise with the various service providers
for obtaining the necessary clearances and infrastructure for the
WAN. The locations specified may undergo a change depending upon
the future requirements as dictated by the existing and proposed
business environment and competition.
2.2. Network – Logical Flow The logical flow of the architecture will
comprise of a core (DC & DRS),distribution (11 branches) and access
(4 extension counters+1 central office and 1 admin office).
2.2.1.1. Level I – Core: The core of the network consists of the Data
Centre and the Disaster Recovery Site linked together through leased
line(s) of appropriate bandwidth as primary link(s). Both Data Centre
and Disaster Recovery Site should be connected to VPN cloud
through leased line of appropriate bandwidth. Links to the following
external networks will be made available at Data Centre. It is the
Principle Bidder’s responsibility to provide the connectivity with
these networks to the bank’s network in question.

2.2.1.2. Level II – Access: In the access network, 11 branches, 4
extension counters and 1 central office 1 Admin office will be
connected through a leased line of appropriate bandwidth as primary
link.
2.2.1. Secondary Links – (Redundancy):The Principle Bidder is
required to provide another connectivity with appropriate bandwidth
as secondary link between various points as follows: : Principle
Bidders to arrange ISDN line connectivity for secondary link from a
service provider different from the one who has provided primary link
where ever possible. Broad band Link between can be another
option for secondary link
• Access points (11 branches,4 extension counters and 1 central
office and 1 admin office )It is essential to maintain the network
with the required uptime.
2.2.2.1. In the event of disaster at branches,
redundancy must be formed at the branch level by
directly connecting all branches under through
ISDN/Broadband. This entire network should be
activated in case of a primary link failure

2.2.2.2. There must be a robust level of redundancy
within the Network Cloud to maintain the network
uptime.


2.2.3. Tertiary Links – (Redundancy):ISDN link is required
as a tertiary link from Data Centre & DRS to POP of VPN
type network.
2.3. Network Component Redundancy Apart from the link
redundancy, the redundancy must also be implemented
at the network component level. The routers must be
configured for automatic fail-over so that in the event of
primary router failure, the backup router must be
automatically activated, without causing any loss of data
and should ensure the service level uptime is adhered.
The back up router should be provided at DC, DRC .
2.4. IP Addressing The Principle Bidder is expected to develop
the IP-addressing scheme proposed core-banking IT
infrastructure.
2.5. Network Security The proposed solution
should consider and address at least the following
security requirements:
2.5.1. Controlled/Secure access to network equipment
and     secure     communication       An    authentication,
authorization and accounting (AAA)server must be
placed at the Data Centre. At the Network layer (Layer3
of OSI), we propose 3 DES IPSec between routers of all
networked Branches, Data Centre and DRS.
2.5.2. The network must have at least the following
security solutions deployed at the enterprise level:
2.5.2.1. Firewalls – Stateful inspection, packet etc.
2.5.2.2. Intrusion Detection System – Host-based and Network-based
2.5.2.3. Authentication, Authorization and Accounting (AAA) server
2.5.2.4. Data Encryption including IPSec/3DES on WAN
2.5.2.5. Policy Management Solutions
2.5.2.6. Highest level of security features supported by
different network components
2.5.2.7. Anti-virus Solution (for all PCs, all
Servers and all other components wherever
required)
2.5.3. Security Management: The software for policy management
must be installed on the network to ensure well–defined policy and
monitoring for any deviation from


the Bank’s policies which would be in line with
global

standards like ISO/IEC 17799, BS7799, RBI & IBA
guidelines, etc.
2.6. IP Telephony: The Bank intends to procure IP Telephony for all
the network locations being connected as part of this project. This
facility shall be used during the business hours as well, hence the
Principle Bidders are required to estimate any excess bandwidth on
this account.1 IP phone per branch, extension counter and , 1 Nos. of
IP Phones for DC & DRS should be considered for the same. All the
Servers and other hardware related to the IP telephony solution
should be kept in the Data Centre
(i.e it should be a centralized solution)
2.7. Private Network: This network should consist of the following
separate logical networks for the following components to enhance
the security:
˜ CBS
˜ ATM
˜ e-mail & intranet, DNS/DHCP
˜ Other Applications Principle Bidder must provide necessary
firewalls between these applications. Clearly ATM and CBS will need
to interact with each other, but only through the “main ATM switch”.
Email traffic on the other hand must never be allowed to reach the
data base server hosting CBS.
2.8. Pre-delivery support service: The Principle Bidder is required to
provide the Network Schematic, Network Architecture of the
proposed solution for connectivity. The Principle Bidder shall submit
the Network Plan along with the technical bid as per their proposed
solution. The Principle Bidder is required to arrange for acquisition of
leased lines as per the network plan approved by the Bank. The
Principle Bidder is also required to do all the necessary co-ordination
with BSNL / any other ISP .
2.9. Supply of Networking Equipments: The Principle Bidder is
responsible for procurement / supply of Network equipment
viz. routers, switch and modems etc. of appropriate capacity &
specifications. This also includes installation of the equipment
and commissioning of the network.
2.10. Facility Management Services: Total facility
management service is to be provided which includes
manning / helping / managing for required uptime of
the networks and performing suitable test to ensure
high availability of the links. This service is to be
provided for a period of seven years on a yearly
contract basis. For details on Facilities Management,
please refer to section 9.
2.11. Network Management Service: Management of the whole
network system and provide Help Desk to monitor the network
availability,                                                reliability,

maintenance and quality of service for a period of seven years, with a
progressive transfer of the Network Management after seven years to
the Bank.
2.12. Management of hardware & software, Leased Lines etc.: The
Principle Bidder is responsible for maintenance of all the hardware &
software delivered by him and other services/facilities arranged by
him in this connection on Annual Maintenance Contract basis for four
years after three years of Warranty.
2.13. Enterprise Management System (EMS):Besides the
specifications provided in EMS the application should
provide for the following:
a. Network Management:
Enterprise Management solution should provide comprehensive and
integrated network management including fault, performance and
service level management. Solution should continuously monitor the
health and availability of heterogeneous networks in the enterprise,
and should help in delivering IT as a service. It should support such
data sources as used for monitoring and reporting. It should support
definition of metrics and measures on those metrics for service level
reporting. It must provide advance visualization in form of dynamic
intuitive views, mapping IT to business processes and helping in
management of IT Infrastructure. It should have a multi-level, hyper-
tier, and highly scaleable manager/agent architecture. The agents
should share data with peer agents, and should perform filtering,
correlation and automatic response at agent level. It should also
provide policy based automation and integration with management
agents. Such distributed management should be possible within
proposed product by design and component and not just by
installing various different softwares.
b. Management Portal and Enterprise Reporter:
EMS should have in-built management portal, which would provide
personalized intuitive information for both technical and business
focused administrators. It should provide dynamic personalization
that would allow administrators to set up a management portal that
suits their unique needs. It should consolidate disparate data
sources, querying, reporting and present them in a unified view that
suits individual preferences. It should also provide filters that enable
specified user groups to receive personalized event notifications.
Management portal should allow for near real time update of
management data from sources such as network management,


service level management, helpdesk, web management, application
response, performance etc. as applicable. It should allow its users
(like service customers, enterprise users, IT management etc.) to
select                          what                           data
they would want to see and how. It should consolidate management
and status information to show the overall status from a high-level
business perspective. It should be possible to generate Real time and
historical reports based on information gathered by various
management modules. It must provide out of box as well as support
adhoc reports. These should be publishable through management
portal. It should have inbuilt provision for distributed data collection,
analysis and reporting. It should also be possible to import data, to
read and utilize, collected by other systems, log files or other sources
of information. It should be possible to define service incidents,
identifying periods in which data is invalid for specific data
collections. This should provide the ability to ignore collected data
which is not to be included in the report production. For example, if a
set of data collections are influenced by a power outage, which is not
operations responsibility. It should be possible to define a service
incident for this.


c. Server Management (including Health Monitoring and
Performance Management)
Management of Servers should be done in integrated
and concise manner. It should support distributed
platforms It should provide following key functions:
˜ Centralized Monitoring of the health of critical servers distributed
across the network.
˜ Detailed performance monitoring of the servers on Real Time as
well historical long term basis.
˜ Proactive management of server resources.
˜ Centralized event management for the server’s health related
events. Most importantly policy /rule-set definition to trigger action
depending on the status of the monitored server resources.
˜ Job and Schedule Management
Job and Schedule Management should provide for job automation
based on various criteria such as time, data input, triggers, other jobs
etc. it must provide dependable means of managing jobs, platform
environments with active support for redundancy and fail over. It
should provide visual job definitions and checks with active support
for dependency runs. It should provide consolidated and secure
interface to create, update, and monitor jobs across multiple
platforms. It must support architecture wherein, local jobs on a server
must continue even if contact with job Manager is lost.
e. Data Availability Management (Backup and Restore)
EMS should provide a comprehensive, enterprise-class backup and
recovery solution that can provide powerful manageability and
complete                                                   data




protection. It must provide speedy backup and restore while
providing maximum ease of operation, unlimited scalability and
superior reliability for the enterprise. It should be portable in SAN and
NAS environments. It must offer hot/online protection of enterprise
class database and Server operating environment. It must also
support features such as Disaster Recovery, Backup Portal and
Reporting.


Section – 9 FACILITIES MANAGEMENT

1. Services to be covered: This section describes, but does not limit,
the services required by the Bank for Core banking & other softwares
such as Fixed Asset, Inspection,HRMS software & Anti Money
Laundering, Cash Management & hardware at the Data Centre,
Disaster Recovery Centre, , Branches, Extension counters & Admin
office. The Bank intends that the contract which is contemplated
herein with the Principle Bidder shall be for a period of seven years (7
years) post completion of pilot, and shall cover all deliverables and
services required to be procured or provided by the Principle Bidder
during such period of contract. For any and all networking related
services the Principle Bidder is expected to provide all relevant
facilities management services, mentioned in this document and any
other services related to networking operations. The Principle Bidder
is expected to provide and cost for helpdesk and help desk agents
over the period of the contract. However, for Help Desk agents, the
Bank may deploy its’ own staff or agents from other providers by
informing the Principle Bidder atleast a month in advance. The
Principle Bidder needs to consider and envisage all services that
would be required in the maintenance of the facilities. FM is
envisaged for the centralised banking branches, extension counters
and offices including Citizens` Admin office ,central office , DC, DRC,
other administrative outfits and other WAN locations as they are
implemented and rolled out on the CBS. The payments would
however be made only on actual take over of the branches for FM by
the Principle Bidder . FM for all purposes means all AMC, warranties,
annual technical support for all applications and interfaces provided,
quoted and developed by the Principle Bidder and all other costs
necessary and incidental for the maintenance and support of the
infrastructure and equipment. The locations under the scope of FM
are 11 branches, 4 extension counters, central office and 1 admin
office , DC, DRC

The Facilities Management services would at least include:
˜ Hardware Management (Servers, Desktops, Peripherals, etc.)
˜ Computer Hardware and Peripherals and Infrastructure and other
Equipment Maintenance
˜                     Inventory                         Management

˜ Software Maintenance
˜ Software Support
˜ Change Management
˜ Version Management
˜ LAN and Server Administration
˜ Wide Area Network Management
˜ Network Operations and Management
˜ Operations Management
˜ Warranty
˜ Asset Moves
˜ Help Desk
˜ Software Distribution
˜ Software License Management
˜ Anti Virus Management
˜ Security
˜ Asset Tracking
˜ Training
˜ Integrated Customer Support and Help Desk Management and
˜ Application management including day – end, day-begin, month-
end, year –end, periodic and daily backups.
˜ Software updates, patch management, security updates, data
updates from one application to another application in the
centralised-banking environment.
˜ Branch Hardware & Peripherals Management for hardware and
peripherals supplied as part of this RFP The Principle Bidder is
requested to provide a detailed bill of material and methodology for
providing each of the above service at each of the locations,
respectively. The Principle Bidder will be solely responsible for
providing all services as mentioned above for all third party
applications quoted by the Principle Bidder as a part of the bid.
2. Definitions & Reference:
2.1. Working Day: A working day would be any day any branch / office
of the Bank is functioning.
2.2. Business hours: Business Hours for the purpose of
service standards would be 8.00 am to 8.00 pm., on all
working days.
2.3. Restore to Service: Provides
standard maintenance services including:
2.3.1. Diagnostics and troubleshooting.
2.3.2. System, component & network maintenance.
2.3.3. Configuration changes, tracking, and documentation.

2.3.4. Upgrade / Enhancement The maintenance for
the services would be for the entire business
infrastructure of the Bank including, but not limited
to, the applications, databases, interfaces, servers,
networking infrastructure, security systems, load
balancing systems, power
supply & air conditioning provided by the Principle Bidder under this
RFP.
2.4. Third Party Support: For infrastructure and applications, which
are not a part of this RFP like other hardware, treasury, ATM and TBA
solutions etc, the Principle Bidder needs to only liaise with the
original Principle Bidder and ensure prompt servicing. The services
should include:
2.4.1. Interface with the applicable ‘Third Party Vendor ’
on behalf of the Bank. This may involve working with
the ‘Third Party Vendor’ to issue defect correction
information, a restriction, or a bypass.
2.4.2. Principle Bidder shall facilitate resolution of End User Software
problems including, for warranted or supported Software, contacting
the ‘Third Party Vendor ’ for resolution assistance or, if available, to
obtain the "fix" from the ‘Third Party’; and
2.4.3. For Software fixes arrange with the ‘Third Party Vendor’ to have
the fix sent directly to the End User.

1. Services scope

 This section describes, but does not limit, the services required by
the Bank. The Principle Bidder shall consider and envisage all
services that will be required in the maintenance of these facilities.
The Principle Bidder must agree that these services and the
management of these services will be provided for all the
departments/ business units, administrative and head offices and
branches of the Bank. The Principle Bidder is expected to provide
AMC, ATS & Warranty for the software & hardware provided by him at
the all branches and software at the remaining locations in this bid.
HARDWARE
2. Hardware Management (Servers, Desktops, Peripherals etc.): As a
part of FM, the Principle Bidder shall provide services relating to
maintenance and support to computer hardware and other
peripherals for the 17 locations.
3.1.1. The Principle Bidder shall provide the services to ensure
appropriate computer platform hardware (e.g., processor,
memory, network interface card, etc.), peripherals (printers,
scanner, modems, etc.)and system software (e.g., operating
system, database, middleware etc.) are available to the specified
server type.
3.1.2. The Principle Bidder shall provide services, which include
requirement analysis, assisting the Bank in hardware and system
software platform acquisition, testing, verification, and installation ,
problem identification, root cause analysis and problem resolution.
The Principle Bidder accepts that these services allow access to
business critical software. The Principle Bidder agrees that
services provided include implementation and maintenance of the
server, desktop and peripherals as well as installation of the
licensed software and other software used by the solutions quoted
by the Principle Bidder .
3.1.3. Hardware, Software & Peripherals – Changes,
Relocations & Maintenance. A request for hardware
or software change/relocation/upgrade is
defined as a service delivery order, to perform client
requested hardware or software installation, de-
installation, re-installation and maintenance. Each
service     delivery     order    can    request      to
change/relocate/upgrade multiple hardware/software
application/users.


3.2. Computer Hardware and Peripherals and Infrastructure,
Equipment Maintenance:
3.2.1. The Principle Bidder shall provide for maintenance of
Hardware, including preventive Hardware support, as well as repair
and / or replacement activity after a problem has occurred, Warranty
service management, including coordination for all branches

3.2.2. The Principle Bidder shall provide a single-point-of-contact to
End Users for the resolution of Hardware related problems or to
request an equipment upgrade or consultation.
3.2.3. During the breakdown of the “Computer Hardware and
Peripherals” and “Other Equipment”, the Principle Bidder shall
provide stand by equipment of the same make / model or of higher
configuration in place of the original equipment taken to their
premises / service centre, etc. for repair / replacement as per the
agreed service level agreement.
3.2.4. If the items of “Computer Hardware and Peripherals” and
“Other Equipment” are to be replaced permanently, the Principle
Bidder shall replace the equipment of same Make/ Model/
configuration or of higher configuration. However, the Bank may
accept different make/model/ configuration at its discretion if the
original make/model/ configurations are not available in the market
due to obsolescence or technological up gradation, stoppage of the
production of the same make/model/ configuration by the
MANUFACTURER or cessation / winding up of the Company. The
price benefit if any gained in the process by the Principle Bidder , is
agreed by the Principle Bidder to be passed on to the Bank.
3.2.5. Principle Bidder shall provide Hardware maintenance services
including preventive maintenance (e.g., running standard
diagnostics, machine cleaning, checking cables and ports),
corrective                        maintenance                        to

remedy a problem, and scheduled maintenance required to maintain
the Hardware in accordance with manufacturers' specifications and
warranties.
3.2.6. Principle Bidder shall request the dispatch of the appropriate
Principle Bidder maintenance provider for Hardware maintained
under a third party agreement.
3.2.7. Principle Bidder shall co-ordinate and schedule maintenance
activities with the End User and appropriate support functions of the
Bank (e.g.network support, facilities support, etc.).
3.2.8. Principle Bidder shall provide recovery procedures to
maintenance personnel of the Bank.
3.2.9. Principle Bidder shall maintain accurate documentation on
the current location and status of Hardware in the process of being
repaired.
3.2.10. Principle Bidder shall provide maintenance data, as
reasonably requested by the Bank, to support replacement / refresh
scheduling.
3.2.11. Principle Bidder shall provide an interface to problem
management process of the Bank.
3.2.12. Principle Bidder shall provide support and assistance, as
required, to isolate complex network, operational and software
problems.
3.2.13 Principle Bidder shall update, or provide the information
required for the Bank to update the asset management system with
the Bank.
3.2.14 Principle Bidder shall track and report observed Mean Time
Between Failures(MTBF) for Hardware.
3.2.15 Principle Bidder shall backup, remove, protect, and restore
programs, data and removable storage media in a machine prior to
presenting the machine for service.
3.2.16 The Principle Bidder shall provide all maintenance
services in accordance with the Service Levels given in
Section 10.
3.2.17 The Bank will not be liable to pay any additional
amounts in respect of any sort of maintenance required
during the tenure of the contract.
3.2.18 The Principle Bidder will provide checklist to the bank
for pre-implementation testing and audits as suggested by
the manufacturers.
3.2.19 The Principle Bidder will conduct system health checks and
system audits at periodic interval. The health check of the
systems can be done from the bank’s premises only.
3.2.20 The Principle Bidder is expected to get a pre-
implementation audit clearance from the hardware and data base
manufactures for the production environment.
3.3 System Administration: Provides for system
administration services. Examples of the services
are:
˜ • Client account maintenance -Creating users, groups, creating user
accounts, deleting user accounts, modifying user accounts,

˜ etc. on the system. ;
˜ • File / system / application access management -Maintaining file
and directory permissions on OS and application access
management like creating user accounts at application level,
˜ assigning application access, setting application passwords, user
lockout, etc.;
˜ Security monitoring and investigation -Monitor physical security,
Assess risks on a particular system [OS environment and user
needs], Monitor network security, Monitor denial of service attacks,
Bad bugs programmed threats, track logins, logouts, command runs,
perform security audits, etc.;
˜ Performance optimization and reporting -Process and Memory
Management, Monitoring CPU performance, Monitoring Memory
performance, Monitoring Input/Output performance, Monitoring
Ethernet Traffic, etc.;
˜ Error detection and correction;
˜ Troubleshooting and client support; and
˜ Backup File Retention -Creating backup schedule, Performing
backups and restoring files, Storing backups and managing media
life expectancy for storage media, etc. Backups need to be taken by
the Principle Bidders for the entire period of FM. For this purpose the
Principle Bidder needs to factor the necessary backup tapes meeting
industry-leading practices. The service level expected for all the
scheduled services is immediate, in conjunction with the selected
Principle Bidder , and for non-scheduled services during business
hours is 30 minutes and during non business hours is before next
business day.
3.3.1 Hardware, Software & Peripherals – Changes, Relocations
&Maintenance: A request for hardware or software change /
relocation / upgrade is defined as a service delivery order; to perform
client requested hardware or software installation, de-installation, re-
installation and maintenance. Each service delivery order can request
to change /relocate / upgrade multiple hardware / software application
/ users .Customer Support & Help Desk Management
3.4 Integrated Customer Support & Help Desk Management:


The Bank requires the Principle Bidder to provide Help Desk to
service, track and route requests for service and to assist end users
in answering questions and resolving problems related to the
network, DC, DRC, equipment or applications, at all the branches &
offices. The helpdesk solution proposed by the Principle Bidder
should               have              been              implemented

and live in at least one bank in India. This Help Desk shall be the
Single Point of Contact (SPOC) for all users of the Bank’s IT services
and will be located at Data Centre. It becomes the central collection
point for service staff contact and control of the problem, change,
and service management processes. This includes both incident
management and service request management. This will be the first
level of support. It is also expected that a second level of support be
maintained at the central level
 from where the various branches can be serviced in
case of problem escalation. If a problem is not
resolved by telephone and the End User declares the
problem to be of an emergency nature, the Principle
Bidder shall dispatch a help desk representative who
will provide Desk Side Support Service according to
service levels given. The Principle Bidder is also
expected to log each call made to the helpdesk and
issue a ticket number for all calls entered. The
helpdesk solution to have the capability to upload
frequently asked questions and solution.
3.4.1.2 The Principle Bidder’s customer support desk and personnel
must integrate with the Bank’s internal support staff, external service
providers and/or other agencies as appropriate. For all the Banks IT
services ,the Principle Bidder shall provide the following integrated
customer support and help. At a minimum these services shall
include the following:
3.4.1.3 Establish a help desk as a Single Point of Contact for
all services; The helpdesk should be available 24 hours a
day, 365 days a year with response consistent with the
service level to be agreed upon at the time of contract
finalization;
3.4.1.4 Providing telephonic and / or electronic mechanisms for
problem reporting requests for service, and status updates; Each
seat should have an out-bound dialing facility. The Principle Bidder
has to at all times provide the resolution / service as per the defined
service levels. The Principle Bidder has to make sure that the
methodology proposes for addressing and resolving problems are
aligned to the required and defined service levels.
3.4.1.5 Routing of non-Principle Bidder supported actions to the
appropriate      service    provider    within   15    minutes     after
acknowledgement receipt of the trouble ticket of Bank-supported
applications;
3.4.1.6 Tracking of problems from initial call to restore to service.
This includes problems redirected to non-Principle Bidder service
providers;


Notifying users of problem status and resolution; Monitoring systems
to proactively determine, diagnose, and resolve problems. This
includes notifying customers and all service providers of known
problems and alerts;
3.4.1.7 Provide reports that effectively summarize and communicate
the

performance and compliance with service levels defined in the
Bank’s service level agreement (SLA) with the Principle Bidder . The
Bank will have the ability to directly generate standard and ad hoc
reports as needed;
3.4.1.8 Provide training for all productivity tools;
3.4.1.9 The Principle Bidder is expected to document detailed
problem resolutions and solutions for reported problems.
3.4.2 Hardware and Software
Services: The Principle Bidder
shall:
3.4.2.1 Provide Support for hardware, software and all IT
infrastructure of the Bank, including problem logging, assigning
incident numbers and dispatching the appropriate support personnel
to remedy a problem;
3.4.2.2 Priorities problem resolution according to Service Levels
specified in Section 10.
3.4.2.3 Notify designated personnel of systems or equipment failures,
or of an emergency, according to the Help Desk Procedures Manual;
and escalation matrix as specified in the service level agreement
document specified in Section 10;
3.4.2.4 Initiate a problem management record ("PMR") to document a
service outage to include (for example) date and time opened,
description of symptoms, and problem assignment (Level Two/Level
Three), and track and report on problem status, as required;
3.4.2.6 Answer End User "how-to" and "usage" questions related to
End User Software supplied by the Principle Bidder as part of this
RFP and forward the “how-to” and “usage” questions related to End
User Software not supplied by the Principle Bidder as part of this RFP
to the concerned ‘Third Party Principle Bidder ’ and answer End User
as specified by the ‘Third Party Principle Bidder ’; However, for CBS,
the Principle Bidder should deploy people in the helpdesk who are
conversant and knowledgeable about the CBS and can resolve
routine problems, queries and critical problems on the phone
immediately.
3.4.2.7 Dispatch the appropriate personnel for Desk Side Support
Service, if required, to help resolve End User outage conditions;
Maintain an updated help desk personnel contact listing; and
3.4.2.8 Communicate (through channels of the Bank or as part
of basic orientation) on Services available through the
Principle Bidder and the procedures, including updates to
such procedures, for accessing each Service.
3.4.2.9 Provide for IP Telephony access for helpdesk agents.
3.4.3 Management Services:
The Principle Bidder shall:
3.4.3.1 Provide "ownership-to-resolution" of all help desk
calls, monitor and report on the progress of problem
resolution, confirm resolution of the problem with the End
User,           and           log          the         final

resolution via the problem management system;
3.4.3.2 Record, analyze and report to the Bank on calls
received by the help desk, including:
˜ Call volumes and duration,
˜ Problem trends, and
˜ Call resolution time.
˜ Unresolved called
˜ Age analysis of unresolved calls
˜ Problem solution and resolutions
3.4.3.3 Define help desk call prioritization guidelines,
problem severity codes, and escalation procedures in
consultation with the Bank;
3.4.3.4 Perform periodic problem reviews for root cause
analysis of all reported problems and, in conjunction
with the Bank, establish appropriate measures to
prevent recurring incidents;
3.4.3.5 Ensure all the End Users at the Bank have a
basic level of understanding of the new service
delivery process, including the Hardware, Software
and Services to be supported by the help desk;
3.4.3.6 Monitor and report to the Bank on maintenance of
performance by the Principle Bidder ;
3.4.3.7 Provide input to the Bank on End User training
requirements based on help desk problem call tracking and
analysis;
3.4.3.8 Manage problem escalation procedures as defined by
the Bank and documented in the Help Desk Procedures
Manual;
3.4.3.9 Provide a monthly report to the Bank assessing
the help desk performance against the Service Levels
mentioned in Section 10.
3.4.4 Procurement Services: The Principle Bidder shall: Communicate
to the Bank for resolution of any problems in achieving Service
Levels, which are the result of actions or inactions of third party
suppliers selected by the Bank; and Maintain an on-line catalogue of
the approved Hardware, Software, services and supplies at the Bank
and provide guidance to End Users at the Bank on the use of the
catalogue.
3.4.5    Problem     Coordination
Services :The Principal bidders
responsibility.
3.4.5.1 Dispatch the appropriate support personnel to
remedy a problem; within the timeframes as required to
achieve the desired service levels;
3.4.5.2 Interface with and coordinate problem identification
and

resolution with the appropriate support organizations within
the Bank;
3.4.5.3 As required, provide support for Hardware and
Software by reporting and coordinating problem
identification and resolution of problems with third
party services providers;
3.4.5.4 Coordinate designated Principle Bidder repair services with
the End User at the Bank; and
3.4.5.5 Hold regularly scheduled problem status update
meetings with Bank personnel.
3.4.6 Recovery Services:


The Principle Bidder shall advise the End User to take reasonable
steps to backup information, if possible, prior to attempting to effect
a resolution either by phone or hands-on during Desk Side Support
Service and assist with file restoration.
3.4.7 Help desk Service Level Requirements: Service level
requirements are based on industry standard best practices.;
3.4.8.4 The Principle Bidder needs to quote per person rate for a help
desk agent. The rate should be for an 8-hour shift per day. The Bank
will finalize the number of agents to man the helpdesk and help desk
operations which is a total of 2. The people at the central helpdesk
should be able to communicate in Hindi and English languages.
3.4.8.5 The system should have the facility to record all the calls. The
call
data from the tapes/voice logger should be archived on to a separate
hard disk every 15 days. Thereafter, the data on the hard disk shall be
stored by the Principle Bidder using such naming conventions that
support easy retrieval.
3.4.8.6 It is completely a Principle Bidder’s responsibility to see that
regulatory requirements for call termination for VOIP telephony and
Help Desk is maintained.
3.4.9 The Help Desk management
3.4.9.1 The help centre should be located at the bank premises next
to the data centre and should be available 24 hrs a day ,7 days a week
,with response to consistent with the service level agreement to be
signed at the time of contract finalization the help desk . should be
able to handle calls from all the banks customers i.e. Corporate as
well as retail customers related to but not limited to:
˜ Deposit Accounts (Savings, Current, Term Deposit, Recurring
Deposit, etc.);
˜ Loan Accounts (Cash Credit, Overdraft, Retail Loans, Term Loan,
etc.);
˜      Other        products       offered       by      the       Bank

˜ Information related to the Bank for example, branches, ATM
locations, rules / interest rates / commission applicable to different
transactions / products;
˜ Requests for change of address, stop payment instruction, standing
instruction, duplicate credit / debit card, additional / supplementary
card, request for cheque book, issue of Demand Drafts etc.;
˜ Any other customer queries.
3.4.9.2 The Principle Bidder is expected to staff, monitor maintain &
manage and run the help desk operations.
3.4.9.3 The Principle Bidder needs to quote per person rate for a help
desk agent. The rate should be for an 8-hour shift per day. The Bank
will decide the number of agents that man the help desk. The
personnel at the help desk should be able to communicate in Hindi
and English languages.. SOFTWARE DISTRIBUTION
3.5 Software Distribution:
3.5.1 The Principle Bidder shall define software distribution
processes and procedures, packaging (standard Bank Desktop /
Server software build), configuration customization, and distribution.
The operations will be performed on the networked locations of the
Bank with valid EMS license availability.
3.5.2 The Principle Bidder shall ensure that installed software is
available at consistent release levels.
3.5.3 The Principle Bidder shall perform system planning and design
for software distribution (e.g., boot diskettes, tapes, server-based
software). Once this process is defined, Principle Bidder shall
perform the set-up for distribution and test the distribution process.
3.5.4 The Principle Bidder shall develop the strategy for activation,
including: Which nodes must be activated first; Start times (e.g.,
nights and weekends when there is less live activity and less impact
on End Users);Assignment of attended and unattended nodes; and

Distribution
3.5.5 Prior to distribution, Principle Bidder shall check software
configuration and ensure policy compliance
3.5.6 Principle Bidder shall test all new releases of software prior to
promotion into the production environment to check compatibility
with existing configurations
3.5.7 Principle Bidder shall establish, in conjunction with the Bank, a
distribution plan prior to each major software (new or upgrades)
rollout
3.5.8 Principle Bidder shall communicate to the End Users and
business

units at the Bank, any prerequisites (e.g., disk space, operating
system, data backup) prior to software distribution and any post-
install requirements (e.g., security, software support)
3.5.9 Principle Bidder shall distribute/install configured and tested
software to currently installed systems in accordance with the
Service Levels given in Section 10 of this document.
3.5.10 Principle Bidder shall take corrective action, as appropriate, for
problems resulting from software distribution (additions or upgrades)
to correct error conditions and facilitate application stability;
3.5.11 For software procured through the Principle Bidder, the
Principle Bidder shall distribute to the End User at the Bank, the
provided operational documentation, including a copy of the
Principle Bidder license agreement, if applicable;
3.5.12 Principle Bidder shall update the information on the asset
management       and    software     license    management        systems
implemented at the Bank.
3.5.13 The Principle Bidder will need to factor in all hardware,
bandwidth and other requirements for software distribution to the
branches, administrative office, business units etc. as per their
distribution methodology. The bank will bear no extra cost for any
software distribution.
SOFTWARE MAINTENANCE
3.6 Software Maintenance:
3.6.1 The Principle Bidder should provide, through a set of standard
software packages, software and software related services to servers
and desktops. The Principle Bidder should ensure that appropriate
application software suites are available to the specific functional
users.
3.6.2 Types of service include requirement analysis, assisting the
Bank in software product acquisition for testing, verification, and
installation of Principle Bidder supported software, in accordance
with bug fixes, emergency changes and program changes initiated by
the users.
3.6.3 The Principle Bidder should provide an enterprise wide anti
virus solution for the. This excludes the head office. The anti virus
solution should be a centralized solution. It should integrate with the
proposed EMS solution to push the patches to all workstations
connected to the network. The Principle Bidder should provide an
anti-virus solution consisting of SMTP Gateway, HTTP, URL filtering,
server & desktop anti-virus module. The number of nodes by phases
is given below: Pilot Phase I and Phase II Total Number of Nodes=
200


3.6.4 Prior to delivering any software to the Bank, the Principle Bidder
will be required to test the software and the media on which it is to be
delivered

with a current version of a leading anti-virus application in efforts to
detect, and if so detected, to eliminate, any “viruses” or “worms”
designed to damage, disrupt, disable, harm, or otherwise impede in
any manner, the orderly operation of the software. The Principle
Bidder shall also ensure that the software does not and shall not
contain any computer code or any other procedures, routines or
mechanisms to: (i) disrupt, disable, harm or impair in any way the
software (or other applications installed on the system the software is
installed or interacts with) orderly operation based on the elapsing of
a period of time, exceeding an authorized number of copies,
advancement to a particular date or other numeral (sometimes
referred to as “time bombs”, “time locks”, or “drop dead” devices);
(ii) cause the software to damage or corrupt any of the Banks’ or its
clients’    data,   storage     media,    programs,    equipment      or
communications, or otherwise interfere with the Banks operations, or
(iii) permit the Principle Bidder and/or its personnel and/or its
licensors and/or any other third party, to access the software (or any
other software or Banks computer systems) to cause such
disruption, disablement, harm, impairment, damage or corruption
(sometimes referred to as “traps”, “access codes” or “trap door”
devices).
3.6.5 The Principle Bidder shall provide a software distribution
infrastructure (EMS) that can support timely delivery of software
updates and configuration changes to all subscribers of this service.
3.6.6 The Principle Bidder is expected to do version upgrades and
version migrations during the course of the contract ensuring
customizations already done are carried over successful to the
new/next version. The Principle Bidder will be responsible for
implementing version upgrades, releases and version migrations as a
part of the contract.
SOFTWARE MAINTENANCE & SUPPORT SERVICES
3.8 Software Maintenance and Support Services
during Warranty and AMC:
3.8.1 The Software Maintenance and Support Services contemplated
herein shall be provided for all Licensed Software implemented by
the Principle Bidder . The Principle Bidder shall render both on-site
and off-site maintenance and support services to the Bank to all the
designated locations. The Principle Bidder shall provide remote
trouble shooting /customer support mechanism from any single
location like admin Office of the Bank, Data Centre, Disaster
Recovery Centre or from all branches of the Bank or through Web
based methodology. The Maintenance and Support Services shall be
provided from the Support Centre. The Maintenance and Support
Services will cover :All product upgrades, modifications,
enhancements that have to be provided to the Bank free of charge.
3.8.2 Enhancements provided by the Principle Bidder would include
changes in the software due to Statutory and Regulatory changes
and changes required due to changes in industry and other banking
practices                                                           in

India or any other requirements of the bank, which will need to be
provided at no extra cost to the bank for the entire period of the
contract. It will also include all the functionalities mentioned in the
Form 8.
3.8.3 Modifications would include minor changes,
bug    fixes,     errors    solutions    and    minor
enhancements that are incidental to proper and
complete working of the application.
3.8.4 Upgrades would include product releases made by the Principle
Bidder to incorporate technological changes, consolidating all bug
fixes, consolidating all enhancement requests made by the Bank. NO
customization and subsequent implementation charges will be
payable by the Bank for enhancements, modifications and upgrades
.The Principle Bidder agrees that any future upgrades, modifications
or enhancements shall not affect the current working of the licensed
software and all current functionality shall be migrated to the new
/enhanced version.

The Principle Bidder shall implement the new/enhanced version and
that the Bank will bear no cost for migrating the existing functionality
to the new / enhanced version. The Principle Bidder shall have the
responsibility to ensure that the designated software Principle Bidder
undertakes to perform all obligations with respect to the Core
Banking Solution and all other software contemplated in the Core
Banking Project, upon the same terms and conditions as agreed to by
the Principle Bidder in the event that (i) Principle Bidder is unable to
perform its obligations, (Ii) Principle Bidder refuses to perform its
obligations, (iii) expiry of the agreement and (iv) termination of
agreement, with respect to the Core Banking Solution for any reason
whatsoever. The Principle Bidder acknowledges that the rights
mentioned herein are without prejudice to the rights and the remedies
(under law or equity) that the Bank may have against the Principle
Bidder .
3.8.5 The Principle Bidder shall apply regular patches to the licensed
software including the operating system, databases and other
applications as released by the Original Equipment Manufacturers
(“OEM’s”), for which the Bank will bear no additional costs. The
Principle Bidder agrees that the business of the Bank will not be
affected adversely as a result of any new releases, enhancements,
patches, etc. The Principle Bidder agrees at all times to meet the
service levels as specified in this RFP document.
3.8.6 The Principle Bidder shall maintain the entire IT infrastructure
for all the components implemented under this RFP.
3.8.7 User support in case of technical difficulties in use of the
software, answering procedural questions, providing recovery and
backup information, and any other requirement that may be
incidental/ancillary              to             the             above;
3.8.8 Prompt receipt, analysis and reporting of reported
deficiencies in the operation of the software and supply
of information and advice on such deficiencies;
3.8.9 Installing/commissioning the software at the
designated locations/changed designated location at
no additional cost or fees or expenses to the Bank.
Installing/commissioning       the    upgrades      /new
versions/ new releases of software at the designated
locations/changed designated location at no
additional cost or fees or expenses to the Bank.
3.8.10 Providing remedial support in case the software media
is virus inflicted at no additional cost or fees or expenses to
the Bank;


3.8.11 Unscheduled, on call, corrective and remedial
maintenance      and    support     services;   Providing
“enhancements”;
3.8.12 Providing changes to the licensed software, which
are of software fine-tuning in nature.
3.8.13 Program Errors correction:
3.8.13.1 The Principle Bidder shall use its best efforts in
remedying any program error. All Program Errors shall be
reported in accordance with the procedure prescribed in respect
thereof and shall be accompanied by sufficient information
including the input data that generated the program error so as to
enable the Principle Bidder to reproduce and verify the reported
program error. On receipt of request together with all such
information and data the Principle Bidder shall use all-out efforts,
consistent with the severity of the program error, to remedy such
program error which is within the purview of the system logic, that
it has been able to reproduce and verify. Such remedies may
include providing instructions to relevant parties to cure the
program error or delivering updates at no additional cost. The
Principle Bidder warrants that any or all program errors that are
reported will be remedied. In the event, the Principle Bidder
determines that the error reported/ problem notified in the support
request is not a Program Error, it shall advise the Bank whether it
can correct or assist in resolving such error/problem on a best
effort basis.
3.8.14 Updates/Upgrades/New releases/New versions: The Principle
Bidder may from time to time release Updates/Upgrades/New
releases/New versions and notify the Bank about the same. The
Principle Bidder agrees that all such Updates/Upgrades/New
releases/New versions, as and when released during the term of
warranty or AMC shall be provided to the Bank at no additional cost
or fees or expenses including implementation cost.
3.8.15                                             Enhancements:

3.8.15.1 All requests for Enhancements that may be required
for any reason by the Bank shall be made in accordance
with the procedures to be established by the Bank in this
regard at no additional charges for the same.
3.8.15.2 Any service provided by the Principle Bidder , which is within
the purview of the Software Maintenance and Support Services
contemplated here in shall be at no additional cost or fees or
expenses to the Bank.


3.8.15.3. The Principle Bidder shall rectify any corruption in the
application software or media at no extra cost to the Bank.
3.8.15.4. The Principle Bidder shall ensure almost ‘nil’ downtime of
licensed software, prompt execution of customization and
enhancement requirements ,version control mechanism and also to
develop smooth up grades and version changes, on going training,
user group meetings and feedback mechanism.
3.8.15.5. The Principle Bidder agrees that licensed software support
will include specifically the helpdesk, update, upgrade, technical
guidance on usage of features and functionality, problem solving and
troubleshooting including troubleshooting and operational errors/bug
fixation, rectification of bugs, enabling features of the licensed
software already provided exclusive of new software licenses,
providing additional user controlled reports, enabling parameterized
features, future product information, migration path details and
consultancy. The Principle Bidder agrees that the support will be
rendered in person in the normal course and in emergencies, support
will be extended through telephone, fax, and email and that such
instances should be an exception.
3.8.16. Obligations of the Principle Bidder :In the course of
rendering the aforesaid Software Maintenance &Support
services, Principle Bidder shall be responsible for the following:
3.8.16.1. The Principle Bidder shall render both on-site and off-site
maintenance and support services to the Bank. The Principle Bidder
shall provide remote troubleshooting / customer support mechanism.
The Software Maintenance and Support Services shall be provided
from the Help Desk .
3.8.16.2. Principle Bidder shall assign personnel of appropriate
qualifications and experience to perform the services in order to fulfill
its obligations.
3.8.16.3. Principle Bidder shall designate one of its personnel as the
Project Manager, to interact with the Designated Customer Support
Contact from the Bank for the purposes of getting approvals,
progress report, discussing and resolving issues, arranging
meetings, etc.
3.8.16.4. Principle Bidder shall exercise requisite control and
supervision

over its personnel in the course of rendering the services and make
best efforts to ensure that the services are rendered in a
continuous and uninterrupted manner.
3.8.16.5. Principle Bidder will have the right to withdraw its
personnel, by replacing the persons with others having
appropriate experience and skills at its own cost.


In     the     event     that     any      person
engaged/deputed/deployed         for    rendering
services, is, either;
˜ no longer available by reason of resignation or termination or the
like; or
˜ unable to render satisfactory services; or
˜ not acceptable to the Bank by reason of any misconduct or non-
performance on the part of such person
3.8.16.6. Principle Bidder will use all reasonable endeavor to replace
such individual promptly by another sufficiently skilled, qualified, and
experienced person at its own cost. Principle Bidder will in the
discharge of its obligations use all reasonable endeavors to minimize
changes in personnel.
3.8.16.7. Principle Bidder will respect the confidentiality of all
information given to it by the Bank and will not divulge such
information to any third party or other units without the consent of
the Bank.
3.8.16.8. Principle Bidder shall impart to the authorized employees of
the Bank, additional technical and/or user training in respect of any
corrected licensed software provided, if required by the Bank.
3.8.16.9. The Principle Bidder shall promptly install/implement the
corrected licensed software and/or maintenance releases provided
at the Designated Location(s) of the Bank at no additional cost or
fees or expenses.
3.8.16.10. The Principle Bidder shall undertake regular preventive
maintenance of the licensed software.
3.8.16.11. All bug fixations / modifications / enhancements relating to
the licensed software shall be done by the Principle Bidder in a time
bound manner. The Principle Bidder shall fix bugs of critical nature
within the defined SLA timelines and work around solutions shall be
given immediately. The Principle Bidder shall fix the non-critical bugs
as per the Section 10. The Principle Bidder shall adopt a common,
smooth, timely and effective and satisfactory bug/enhancement
handling mechanism. The Principle Bidder agrees that the errors
resulting from the licensed software shall not be attributed to alleged
misuse,        improper        use,      alteration    or       damage

by users. The Principle Bidder shall compensate the Bank such
financial loss suffered by the Bank if the Principle Bidder fails to fix
bugs, provide the modifications / enhancements /customisation as
required by the Bank as per the terms and conditions of this RFP and
to meet the services level agreements as will be entered into by the
Principle Bidder with the Bank.
3.8.16.12. Obligations of the Bank: The Bank shall be responsible for
the following:
3.8.16.13. The Bank shall ensure that all requests for
support services are formally raised in accordance with
the procedure prescribed in respect thereof and all such
requests conform with the formats agreed upon from time
to time.
3.8.16.13.1.The Bank shall give Principle Bidder and its personnel full
access(physical and/or remote) to the Support Location, and the
Designated hardware & Equipment to enable Principle Bidder to
provide the Maintenance& Support Services on a “need to know”
“need to do” basis .

During resolution of a reported problem, Principle Bidder shall
provide the Bank with periodic status updates and also provide the
Bank with a (monthly/weekly) report detailing the disposition of each
reported problem, and other contents as desired by the Bank The
Principle Bidder shall provide reasonable effort using available
resources to assist the End Users at the Bank with Software support
for problem determination and resolution. Principle Bidder shall
provide for all costs, including travel, incurred by the Principle Bidder
in providing the FM function as these costs shall be borne by the
Principle Bidder . The Bank will not be liable to pay any cost,
expenses, charges, etc. under any circumstances.
 LAN and SERVER ADMINISTRATION
3.9. LAN and Server Administration:
3.9.1. The Principle Bidder shall provide for LAN and Server
administration services including administrative support for user
registration, creating and maintaining user profiles, granting user
access and authorisation, providing ongoing user password support,
announcing and providing networking services for users and
providing administrative support for print, file, directory and e-mail
servers

3.9.2. The Principle Bidder shall perform router management for all
the 11 branches, 4 extension counters, central office ,admin office,
DC, DRC
3.9.3. Principle Bidder shall provide a single-point-of-contact for
requesting LAN and Server administration services and answering
administrative equestions. The LAN administration personnel of the
Principle Bidder will respond to the initial request from the Bank
within the agreed service level objectives and service coverage
hours.
3.9.4. Principle Bidder shall install, configure, customise and test
all




network components, hardware and software.


3.9.5. Principle Bidder shall maintain access controls to protect and
limit access to LAN resources to the authorised End Users of the
Bank. The Principle Bidder shall maintain event log for all logical
access to Server resources.
3.9.6. Principle Bidder shall perform user ID and group management
services for access to Server resources (for example, user ID
add/delete/change, passwords, server space allocations, user and
system profiles).
3.9.7. Principle Bidder shall provide support as required to assist with
hardware and software problem isolation and resolution in the LAN
environment.
3.9.8. Principle Bidder shall perform file space management services
(for example, storage management, protection, and defragmentation).
3.9.9. Principle Bidder shall perform LAN and Server problem
determination.
3.9.10. Principle Bidder shall manage queues (spool) for output
devices.
3.9.11. Principle Bidder shall communicate Server changes
affecting the LAN environment.
3.9.12. The Principle Bidder shall perform backup and restore
services on Server using the hardware and software required for
performing backup and restore services on Servers. Onsite &
offsite backups are to betaken. The frequency will be Daily, weekly,
monthly & half yearly. The backup tapes need to be provided by the
Principle Bidder . Fire-proof cabinet to store these backups on-site
should be provided by the Principle Bidder . Storing of these
backups at an off-site location will be done by the Bank.
3.9.13 Principle Bidder shall make reasonable efforts to detect and
eradicate viruses.
3.9.14. Principle Bidder shall maintain LAN and Server configuration
data.
3.9.15. Principle Bidder shall track Server activity and provide
input for forecasting Server growth and capacity
requirements.

3.9.16. Principle Bidder shall monitor Server performance and
perform basic tuning of Servers to maintain performance in
accordance with Service Levels mentioned.
3.9.17. For remote LAN and Server administration support
Principle Bidder shall:
• Install, configure, customize and test Server hardware and
software required to provide remote LAN and Server administration
services, if required,
˜ Visit remote Designated Locations to perform administration tasks

˜ Provide instructions, if required, on LAN administration support
responsibilities to designated remote site support personnel of the
Bank, and
˜ Provide required support procedures
3.9.18. Principle Bidder shall implement security policy and
procedures of the Bank, including access controls and Server
backup and restore requirements
3.9.19. Principle Bidder shall provide applicable Principle Bidder
license agreements for Server software as required
3.9.20. Principle Bidder shall provide the LAN configuration
(hardware components, software and communication devices) and its
maintenance for all locations where the Principle Bidder has installed
the LAN.
3.9.21. Principle Bidder shall provide (as appropriate) with
drawings of each network location where it has installed the LAN.
Such drawings should include detail, for example, on partitions,
doors, equipment racks, electrical power receptacle locations,
telecommunications port locations, LAN port locations, and room
designations
3.9.22. Principle Bidder shall inform the Bank of any planned or
emergency change affecting the LAN environment


OPERATIONS MANAGEMENT
3.14. Operations Management:
3.14.1. Assets Purchase: The Bank will own all assets. The Bank will
issue the purchase order on the Principle Bidder . The Principle
Bidder in turn shall liaise with the OEMs to procure the material. This
arrangement does not absolve the Principle Bidder of any
responsibilities in terms of quality of goods delivered, timeliness of
delivery or any other terms mentioned elsewhere in this RFP.


3.14.1.2. The Principle Bidder shall implement the Information
Systems Security Policies (‘ISSP”) that address the security policies
of the Bank as they exist at the time of Agreement initiation and adopt
any updated, revised or expanded policies that the Bank implements
during the life of the Agreement. The Principle Bidder will be
responsible to develop detailed procedures for each of the policy as
per the


procedures to be followed. The activities that the Principle Bidder
shall address includes but is not limited to:
˜         user         ID           creation     /         deletion,

˜ password setting / resetting,
creation of limited access shared space on servers,
˜ secured installation of assets, secured backup tape storage,
˜ destruction of data on failed hardware components (for example,
data on a server hard drive that fails) and
˜ confidential data protection methodologies.
3.14.1.3. The Principle Bidder shall secure network resources against
unauthorized access from internal or external sources.
3.14.1.4. The Principle Bidder shall assist the Bank in planning for
security and related authorization, registration, and audit capabilities.
This includes authentication capability (access rights and
passwords), virus detection and eradication, logon administration
and synchronization across servers and applications, and support for
required security classifications.
3.14.5.5 The Principle Bidder shall review the security policies and
procedures of the Bank for effectiveness and recommend
improvements; identify the protection requirements for operating
system and application resources
3.14.1.6. Principle Bidder shall implement an access control program,
which will satisfy the security standards and practices of the Bank as
defined in the Procedures Manual
3.14.1.7. Principle Bidder shall control the security/administration of
user ID’s for network applications and tools
3.14.1.8. Principle Bidder shall provide access to system resources to
the authorized End Users at the Bank
3.14.1.9. Principle Bidder shall establish, change, deactivate, and
remove logon IDs and associated access authorizations
3.14.1.10. Principle Bidder shall establish a process, with
concurrence from the Bank, to reset user passwords
3.14.1.11. Principle Bidder shall reset logon ID passwords and
disclose passwords to authorized personnel


3.14.1.12. Principle Bidder shall use the system access granted to the
Principle Bidder by the Bank only to the extent necessary to perform
the Services
3.14.1.13. Principle Bidder shall periodically review access
authorizations and remove those for which approval no longer exists
3.14.1.14. Principle Bidder shall manage system access to the Server
platform
3.14.1.15. Principle Bidder shall synchronize security information
across multiple servers to provide consistent security control

3.14.1.16. Principle Bidder shall provide and maintain virus
avoidance, detection, and elimination software for Servers.
3.14.1.17. Principle Bidder shall conduct periodic virus scans for
Servers to monitor for virus propagation and perform virus
detection and eradication
3.14.1.18. Principle Bidder shall maintain security controls for dial-
in services and add users to the services as requested by the Bank
3.14.1.19. Principle Bidder shall restrict physical access to
Servers and infrastructure devices and other secured areas to
authorized personnel only
3.14.1.20. Principle Bidder shall implement controls which protect
printed output and portable storage media (for example, tapes and
disk packs) from unauthorized access and
3.14.5.21. Principle Bidder shall notify the Bank of any security
violations requiring action from the Bank.
3.14.6. Security Incident Reporting: The Principle Bidder shall
promptly report to the Bank any significant computer or network
security incidents occurring on any systems. If an incident is
confirmed, the Principle Bidder shall provide all necessary
assistance and access to the affected systems so that a detailed
investigation can be conducted and solutions applied are
documented. Further, the Principle Bidder shall track the number
of security incident occurrences resulting in a user's loss of data
integrity, denial of service, loss of confidentiality or that renders
the user(s)unproductive for a period of time. Security logs and
audit information shall be handled according to the Bank’s
information systems security policies and procedures. Serious
incidents or incidents that could possibly involve lawn forcement
will also be reported.


For less significant incidents, the Principle Bidder shall identify,
track, and report the number of incident occurrences on the Principle
Bidder supported system. Incidents to be logged include, but are not
limited to, scan, probe, isolated viruses, and unsuccessful
penetration.
3.14.7. Principle Bidder Performance Metrics & Management: The
service levels expected from the Principle Bidder are given as part of
Service Level Documents.
3.14.7.1. Principle Bidder performance will be monitored and
recorded as necessary over the duration of the contract with
respect to satisfactory fulfillment of all contractual obligations.
Performance assessments may comprise of all services under
the scope of Facilities Management while adhering to the service
level definitions in Section 10. Performance assessments should
also               comprise               of             Customer

satisfaction ratings, and adequate servicing of the arrangement
and all aspects which the arrangement has stipulated, and
prompt, complete and satisfactory resolution of any contractual
discrepancies other than those resulting from Force Majeure.
3.14.7.2. The Principle Bidder is to assemble and create regular
reports on the performance of services using automated tools, in
order to assist in the effective management of the Service
Agreement, and enable continuous improvement of the in-scope
services that the Bank receives. Reports must be compiled and
distributed to the Bank's management in an agreed upon electronic
format. Tools for measuring performance of SLA have to be provided
by the Principle Bidder .
3.14.7.3. Reports must be compiled and published on all
functions, including performance.
3.14.7.4. Reports must include the measurement of the Principle
Bidder’s actual performance against the required service levels.
3.14.7.5. The Principle Bidder is to implement a management
structure to facilitate communications between the Principle Bidder
and the Bank and, to address and resolve concerns escalated either
by the Principle Bidder or the Bank.
3.14.7.6. Routine meetings and reporting processes
must be defined to ensure a smooth interface and
timely resolution of issues.
3.14.7.7. The Bank's managerial and technical professionals will
administer the Bank's relationship with the Principle Bidder and
exercise the Bank's retained authorities. The Bank will define
interfaces as appropriate, such that Bank single points of
contact are defined for each service obtained from the Principle
Bidder . The Bank requires a single interface to coordinate the
delivery of all services from the Principle Bidder .


3.14.7.8. The Bank will not resolve issues or disputes between
Principle Bidder’s personnel and any sub-contractors retained by the
Principle Bidder .
3.14.7.9. For operational services such as problem resolution, help
desk inquiries, and the like, there must be routine and continuous
interaction between the Principle Bidder’s employees and the Bank's
end user community. The Principle Bidder’s employees are, in fact,
extensions of the Bank's ITS organization, and will be a significant
interface between such organization and the Bank's end-user
community. This operational interface will determine the satisfaction
of the Bank's employees with the services delivered by the Principle
Bidder .
3.14.7.10. The Principle Bidder is expected to continuously measure
and

improve its service delivery and the Bank's employee satisfaction
with those services.
3.15. Warranty: The warranty clause is applicable only to those
components supplied
by the prime Principle Bidder and its consortium in the 17 locations.
Warranty of components supplied under this tender will only start
after successful acceptance testing for that component is completed.
For any other items, the role of the prime Principle Bidder is to
provide assistance & liaise with 3rd parties and ensure service levels
are maintained for those components. However the Principle Bidder
is expected to provide all services under the scope of FM in all 17
locations.
3.15.1. The offer must include a minimum comprehensive on-site free
warranty of 3 years from the date of installation and acceptance of
the solution by the Bank including all Core Banking & other software,
hardware, parts, media, patches, updates and licenses. No parts,
accessories of the systems like print heads etc. should be excluded
from such warranty; and
3.15.2. Principle Bidder shall be fully responsible for the
manufacturer's warranty in respect of proper design, quality and
workmanship of all hardware, equipment, accessories etc. covered
by the RFP. Principle Bidder must warrant all hardware, equipment,
accessories, spare parts etc. against any manufacturing defects
during the warranty period.
3.15.3. During the warranty period Principle Bidder shall maintain
the systems and repair / replace at the installed site, at no charge to
the Bank, all defective components that are brought to the Principle
Bidder's notice.


3.15.4. Warranty should not become void, if Bank buys, any
other supplemental hardware from a third party and installs it
within these machines under intimation to the Principle
Bidder. However, the warranty will not apply to such
supplemental hardware itemsinstalled.
3.15.5. The warranty will not become void should
the product once installed at one location, be
moved and installed at another location.
3.15.6. In the event of system breakdown or failures
at any stage, protection available shall be specified
which would include the following:
3.15.7. Diagnostics for identification;
3.15.8. Protection of data entered;
3.15.9. Recovery / restart facilities; and
3.15.10. Backup facilities.
Section – 10 SERVICE LEVEL DEFINITIONS
Detailed Service Levels and Definitions: This Section describes the
service levels that have been established for the Services offered by
the            PRINCIPLE              BIDDER             to          the
BANK. The PRINCIPLE BIDDER shall monitor and maintain the stated
service levels to provide quality customer service to the BANK.
1. System availability is defined as:
{(Scheduled operation time – system downtime)/(scheduled operation
time)} * 100%Where:
1. “Scheduled operation time” means the scheduled operating hours
of the System for the year. All planned downtime on the system
would be deducted from the total operation time for the year to give
the scheduled operation time.
2. “System downtime” subject to the SLA, means accumulated time
during which the System is totally inoperable due to in-scope system
or infrastructure failure, and measured from the time Bank and/or its
customers log a call with the Principle Bidder help desk of the failure
or the failure is known to the Principle Bidder from the availability
measurement tools to the time when the System is returned to proper
operation.
3. The business hours are 8 AM to 8 PM on any calendar day the
Bank’s branch is operational. The Principle Bidder however
recognizes the fact that the branches will require to work beyond the
business hours on need basis.
4. Critical and Key infrastructure of Data Center and DR site will be
supported on 24x7 basis.
5. For DC & DR, outage shall commence when each or either fails.
The downtime for DC operations will be calculated as the difference
between DC downtime and DR uptime.
6. Average uptime will be computed across all the servers in a
cluster, rather than on individual servers/clusters.
7. Response may be telephonic or onsite.
8. The availability metrics for network infrastructure mentioned in this
document applies to all Principle Bidder supported network
components and bandwidth/link availability.
9. In case the individual leased line is not available for more than 5 %
of the time in any quarter other than for the purposes of a mutually
agreed scheduled downtime of ISDN bank may charge penalty to the
prime bidder.
10. If any one or more of the components defined in “Critical” at the
Data Center and the Disaster Recovery Facility are down resulting in
non availability of Core Banking solution, then the services listed in
the availability measurements table shall be considered for
calculating the downtime.
11. Typical Resolution time will be applicable only if equipment or
Infrastructure                       is                         down.

LEVEL Type of Infrastructure Function / Technology TYPICAL
RESPONSE & RESOLUTION Criteria
a. Business, Networking or environmental infrastructure System is
unavailable for use or;
˜ b. No user can access the Business, Networking and environmental
infrastructure system or;
˜ c. Any problem due users cannot access the Business, Networking
and environmental infrastructure system Business Infrastructure
˜ a. Enterprise Storage Array (CBS) and SAN Switches
˜ b. Core Application Servers (including core 3rd party application
servers)
˜ c. Core Database Servers (including core 3rd party application
servers)
˜ d. Core Banking Web servers (including core 3rd party application
servers)
˜ e. Internet Banking Servers
˜ f. Online Interface applications
˜ g. Statutory reporting and EIS infrastructure Networking
Infrastructure
˜ a. to DC and DRC connectivity including routers and modems at
these locations
˜ b. DC to DR connectivity
˜ c. DC network infrastructure
˜ d. DC Infrastruture.
˜ e. LAN cabling and related infrastructure at DC
˜ I. Critical
Environmental Infrastructure
˜ a. Access controls at the DC
˜ b. UPS supply for DC
˜ c. Precision Air conditioning at DC
˜ d. Fire Detection System at DC
˜ e. Water detection systems at DC
˜ f. Humidity Controllers at DC
˜ g. Gen-sets at DC
˜ h. Building Management Systems at DC
˜ During business hours -Within 10 minutes
˜ Non -business hours -Within 2 hours or earlier as per business
hours           if         business        hours           begin

LEVEL Type of Infrastructure Function / Technology TYPICAL
RESPONSE & RESOLUTION Criteria
˜ a. Business, Networking or environmental infrastructure System is
unavailable for use or;
˜ b. No user can access the Business, Networking and environmental
infrastructure system or;
˜ c. Any problem due to which 10 or more users cannot access the
Business, Networking and environmental infrastructure system or;
˜ d. Any incident which is classified as “Critical” for which a
acceptable (by Bank) workaround has been provided Business
Infrastructure
˜ a. User management
˜ b. Branch servers
˜ c. Asset Liability Management
˜ d. Phone Banking infrastructure
˜ e. Mobile Banking infrastructure
˜ f. Help desk & Helpdesk infrastructure
˜ g. Peripheral Servers
˜ h. EMS Infrastructure Networking Infrastructure
˜ a. Branch to DC connectivity
˜ b. Network infrastructure at DR and Branches
˜ e. LAN cabling and related infrastructure at the DR, NAP and
branches
˜ f. DR security infrastructure
II. Key Environmental Infrastructure
˜ a. Access controls at the DRC
˜ b. UPS supply for DRC
˜ c. Precision Air conditioning at DRC
˜ d. Fire Detection System at DRC
˜ e. Water detection systems at DRC
˜ f. Humidity Controllers at DRC
˜ g. Gen-sets at DRC
˜ h. Building Management Systems at DRC
˜ During business hours -Within 30 minutes
˜ Non business hours -Within 4 hours or earlier as per business hours
if business hours begin
LEVEL Type of Infrastructure Function / Technology TYPICAL
RESPONSE                                                            &
RESOLUTION
˜ III. Significant Criteria
˜ a. All other residuary business infrastructure not defined in
“Critical” and “Key” or;
˜ b. Fixed Asset
˜ c. Inspection
˜ d. Anti Money Laundering
˜ e. Cash Management
˜ f. HRMS
˜ g. Any incident which is classified as “Key” for which a acceptable
(by Bank) workaround has been provided or;
˜ h. Any problem due to which 1 to 10 users cannot access the
Business infrastructure system or;
˜ i. Customizations or;
˜ j. Change Management Business Infrastructure
˜ a. Branch infrastructure such as PCs and Peripherals
˜ b. Any other infrastructure not covered in “critical” and “key”
˜ c. Application change management
˜ d. Application Security management
˜
˜ Major Customizations -Time period decided by mutual agreement
˜ Scheduled monitoring activities -As per routine to be agreed Typical
Response and resolution time for branch infrastructure and
peripherals
˜ Urban: 2 hours
˜ Other locations: 4 hours
˜ For front office customer service terminals (up to a maximum of 2
PC’s for Small and Medium sized branches, 4 PC’s for Large
Branches and 6
LEVEL Type of Infrastructure Function / Technology TYPICAL
RESPONSE & RESOLUTION Environmental Infrastructure
˜ a. All environmental infrastructure being a part of Principle Bidder
solution and not considered as critical and key.
˜ b. Performance monitoring and tuning; PC’s for other Branches and
offices). PRINCIPLE BIDDER will replace the customer service
terminal with other PCs in the branch to achieve this service level.
Response and resolution for other criteria –
•            During
business hours
-Within 4 hours.
Not supported
during
nonbusiness
hours.


2. Service Levels: Service Levels will include Availability
measurements and Performance parameters Availability Report will
be provided on monthly basis and a review shall be conducted based
on this report. A monthly report shall be provided to the Bank by the
PRINCIPLE BIDDER at the end of every month containing the
summary of all incidents reported and associated Principle Bidder
performance measurement for that period. All Availability
Measurements will be on a monthly basis for the purpose of Service
Level reporting. Audits will normally be done on monthly/quarterly
basis or as required by Bank and will be performed by Bank or Bank
appointed third party agencies.
I. Availability Measurements: Level Type of Infrastructure
Measurement1       Expected     Service   Level     Critical Business
Infrastructure Availability of Critical Business Infrastructure
Elements. 99.95% Critical Network Infrastructure Availability of
Critical   Network     Infrastructure   Elements.     99.50%   Critical
Environmental Infrastructure Availability of Critical Environmental
Infrastructure Elements.
99. 50% Key Business Infrastructure Availability of Key Business
Infrastructure Elements 98% Key Network Infrastructure Availability
of Key Network Infrastructure Elements. 99.0% Key Environmental
Infrastructure Availability of Key Environmental Infrastructure
Elements 98% Key User Management User management 98%
Significant Business Infrastructure Percentage of incidents
completed within defined resolution criteria 98% Significant
Environmental Infrastructure Percentage of incidents completed
within defined resolution criteria 98% 1 All individual elements under
respective level and type will be aggregated to arrive at
the service level.


II. Performance Measurements: Performance measurements will
normally be done on monthly basis or as required by Bank and will
be performed by Bank or Bank appointed third party agencies.
Principle Bidder representative will assist Bank in performing
Performance Measurements. Type of Infrastructure Measurement
Expected Service Level Day -end, month – end, year -end Time
window for EOD, EOM and EOY for the core Banking are as follows:
EOD -4 hours without back up time EOM -6 hours EOY -8 hours
However during these periods all delivery channels and teller
transactions (cash deposits and withdrawals) for all branches should
be serviced 99.9% System Response Time For Core Banking -
Support 225 transactions per second on the proposed hardware and
Core Banking Solution 99.9% System Response Time End to end
response                time               should                 be




< 3 second (end user to core Banking application and back) 99.9%
System Response Time End to End response time within the DC
(from the Core Banking Application to the Database and back) should
be < 10 ms (mille seconds) 99.9% System Response Time Support
200 concurrent users for internet Banking 99.9% Hardware Utilization
Hardware average utilization levels should be less than 70%. (CPU,
Memory, Hard Disk) 99% Wide Area Network Component Utilization
Wide Area Network component average utilization levels should be
less than 70%. (CPU, Memory) 99% Wide Area Network Bandwidth
Utilization Wide Area Network bandwidth average utilization levels
should be less than 70% during business hours. 99% Wide Area
Network Availability Wide Area Network availability between Data
Centre, Disaster Recovery Centre and Network Aggregation points
99.90% Wide Area Network Wide Area Network availability 99.50%


Type of Infrastructure Measurement Expected Service Level
Availability between branches and Network Aggregation points
Disaster Recovery Site Availability Business operations to resume
from Disaster Recovery Site within 4 hours of the Data Centre failing
100% Backup Success Rate Backup success rate for the Core
Banking Solution, other 3rd party solutions and delivery channels
99.99% Down time for servicing Each planned down -time for
application, database and operating system servicing (up gradation,
bug fixing, patch uploads, regular maintenance etc.) will not be more
than 4 hours. This activity will not be carried out during business
hours. However, such activities which require more than 4 hours or
required to be carried out during business hours will be scheduled in
consultation with the Bank 98% Down time for servicing Planned
down -time for delivery channels and interface servicing (up
gradation, bug fixing, patch uploads, regular maintenance etc.) will
not be more than 1 hour. This activity will not be carried out during
business hours. However, such activities which require more than 1
hour or required to be carried out during business hours will be
scheduled in consultation with the Bank 98% Network service
Planned down -time for network servicing (up gradation, bug fixing,
patch uploads, regular maintenance etc.) will not be more than 1
hour. This activity will not be carried out during business hours.
However, such activities which require more than 1 hour or required
to be carried out during business hours will be scheduled in
consultation with the Bank 98% Type of Infrastructure Measurement
Expected Service Level Software Service Requests Percentage of
Software Service Requests concluded (patches, bug fixes, errors)
within defined response resolution window. 98% Security
Management Percentage of updates to the Information Systems
Security Policy (ISSP) and to the systems according to the ISSP
99.9% Incident Management Percentage of incidents escalated
according      to      the     Incident     Management       matrix
 99.9%
To be resolved by (within 2 hours) Customer Support Engineer
Customer Support Engineer Customer Support Engineer Customer
Support Engineer 4 hours Bank’s Core Team & Principle Bidder
Project Manager Senior Customer Support Engineer Customer
Support Engineer Customer Support Engineer 8 hours MD Principle
Bidder Project Director Bank’s Core Team & Principle Bidder Project
Manager Senior Customer Support Engineer Customer Support
Engineer 12 hours Manger (IT) & Principle Bidder Relationship
Director/FS Head MD Principle Bidder Project Director Bank’s Core
Team & Principle Bidder Project Manager Senior Customer Support
Engineer 24 hours GM’ s Committee & MD Principle Bidder Country
Head GM (IT) & Principle Bidder Relationship Director/FS Head MD &
Principle Bidder Project Director Bank’s Core Team & Principle
Bidder Project Manager



Principle Bidder Bank 2 hour Principle Bidder Engineers Customer
support Engineer & IT Engineer of the BANK 4 hours Principle Bidder
Project Manager Bank’s Core IT Team 8 hours Principle Bidder
Project Director > 16 hours Principle Bidder Relationship Head/FS
Head Managing Director > 24 hours Principle Bidder Manager IT
Steering committee and Manager (IT)
3. Application Implementation The PRINCIPLE BIDDER will provide
the following service levels: Key /Critical
Service Level Description Measurement Expected Service Level Key
Functional Specification The PRINCIPLE BIDDER shall prepare a
detailed functional specification documents for all products / services
offered by the BANK, which will have to be agreed with the BANK for
completeness and accuracy. The functional specification document
will have to be prepared, signed and agreed upon within 20 working
days from the date of awarding the contract 98% Key Mapping of
functional specification with the application systems The PRINCIPLE
BIDDER shall prepare a mapping report of all the functional
specification with the proposed application system along with gaps,
size of gap and resolutions (if any). The mapping report will have to
be prepared, signed and agreed upon within 7 working days from the
date of finalizing the functional specifications 98% Key Technical
specifications The PRINCIPLE BIDDER shall prepare and submit


to the BANK the technical specifications of all products / applications
supported, managed / installed along with the functional
specifications document 98% Key Updation of Functional
specifications document The PRINCIPLE BIDDER shall update all the
functional specifications within 4 working days after a modification,
enhancement, upgradation / new functionality has to been
incorporated in the application systems. 98% Key Updation of
Technical specifications document The PRINCIPLE BIDDER shall
update all the technical specifications within 4 working days after a
modification, enhancement, upgradation / new functionality has been
incorporated in the application systems. 98%


Key / Critical Service Level Description Measurement Expected
Service Level Critical Gap resolution All gaps observed in the
functional specifications, current system study, training, business
process reengineering, parameterization, testing and pilot
implementation shall be resolved within defined and mutually agreed
time frames 99% Critical Bug reporting The PRINCIPLE BIDDER shall
ensure that all bugs reported by the users / testing team will be duly
logged and assigned a unique ID for reference purposes. Users shall
be informed about the reference ID maximum within 2 minutes from
recording the complaint 99% Critical Bug resolution The PRINCIPLE
BIDDER shall ensure that all bugs reported by the users / testing
team will be duly resolved maximum within 7 calendar days 99%
Critical Modification / Enhancements resolution The PRINCIPLE
BIDDER shall ensure that all modifications, enhancements reported
by the BANK will be duly sized, agreed with the BANK and resolved
as per the agreed timeframes 99% Key Data Migration The PRINCIPLE
BIDDER shall ensure that the entire exercise of data migration will be
performed within 10 hours 98% Critical Data Migration The
PRINCIPLE BIDDER will be responsible to validate and clean data
before upload to the production system. Any data related problems
during / after migration will be resolved by the PRINCIPLE BIDDER .
The Principle Bidder will be responsible for the entire data migration
exercise. 98% Critical Pilot Implementation The PRINCIPLE BIDDER
shall provide a minimum of 5 full time support staff at the branch for
a minimum of 15 working days after branch implementation of the
CBS. Any technical problems or errors faced by the user will be
resolved by the PRINCIPLE BIDDER within 2 hours


Key / Critical Service Level Description Measurement Expected
Service Level hours of problem identification / reporting Key Testing
The PRINCIPLE BIDDER shall perform unit, regression and
integration testing at his end before handing over the applications to
the BANK. The PRINCIPLE BIDDER shall provide to the BANK their
test     cases     and      results   of    testing.    Only     upon


agreement from the BANK for the completeness / accuracy of the
reports delivered by the PRINCIPLE BIDDER will the systems and
applications be handed over to the BANK. 98% Critical Product
Parameter settings The PRINCIPLE BIDDER will be responsible for
the product parameter settings for various applications. Any
modifications / changes to the product parameter files have to be
carried out by the PRINCIPLE BIDDER 99% Key Interface
identification and development The PRINCIPLE BIDDER will identify
and develop interfaces to the existing / proposed systems so as to
meet the functional requirements of the BANK. The interface
identification will have to done by the PRINCIPLE BIDDER and agreed
with the BANK within 10 days from awarding the contract. 98%
Critical Documentation The PRINCIPLE BIDDER shall update all the
relevant system and user documentation as and when changes and /
or updations are carried out. 99%


4. Training The PRINCIPLE BIDDER will provide the following service
levels: Key / Critical Service Level Description Measurement
Expected Service Level Key User Training for Applications All Users
of the branch shall be appropriately trained prior to any
implementation. 99% Key User Training for Applications Appropriate
training will be provided to users being transferred 99% Key User
Training Appropriate training will be provided to users for all
modifications / upgradations
99% Key User Training Material The Principle Bidder will be
responsible to prepare and provide all training material as required
for core team training, end – user training, train the trainers training,
technical training (for all components) and executive training 99%
Key System Administration for Applications System Administrators
of the Data Centre, Disaster Recovery Site & branches shall be
appropriately trained prior to any implementation. 99% Key Database
Administration Database Administrators of the Data Centre, Disaster
Recovery Site & branches shall be appropriately trained prior to any
implementation. 99% Key Operating System Administration System
Administrators of the Data Centre, Disaster Recovery Site & branches
shall be appropriately trained prior to any implementation. 99% Key
Other Components The Principle Bidder will be responsible to
adequately train the Bank’s personnel in Building management
system, EMS, Helpdesk, DR elements, networking and environmental
components and any other components forming a part of the
Principle Bidder solution. 99%
2. Helpdesk & Help desk: The PRINCIPLE BIDDER will provide the
following service levels: Key /Critical Service Level
Description Measurement Expected Service Level Key Helpdesk Help
desk Average Speed of Answering any call < 45 seconds for help
desk                      &                      <                     60



seconds for help desk 98% Key Helpdesk Help desk First Call
resolution of 90% of calls within the helpdesk or help desk resolution
capability

Key Helpdesk Help desk Call abandon rate should not exceed 6% for
calls > 45 seconds 98% Key Helpdesk Help desk 95% of Incidents
within helpdesk resolution capacity to be resolved in a cycle time of
24 hours 98% Key Helpdesk Help desk Routing of non PRINCIPLE
BIDDER supported actions to the appropriate service provider 98%
Key Helpdesk Help desk Notifying users of problem status and
resolution 98% Key Helpdesk Help desk Notifying users in advance
for all known (planned maintenance) problems 99% Key Helpdesk
Help desk Provide SLA compliance reports, monitoring and
maintenance related MIS reports 99% Key Helpdesk Help desk
Critical calls to be resolved within 2 hours from call received / logged
which ever is earlier 99% Key Helpdesk Help desk Major calls to be
resolved within 6 hours from call received / logged which ever is
earlier 99% Key Helpdesk Help desk Minor calls to be resolved within
24 hours from call received / logged which ever is earlier 99%


6. PENALTIES: The PRINCIPLE BIDDER will provide the solution as
per the service levels specified in this Schedule. In case these
service levels cannot be achieved or the inability of the proposed
solution (entire IT Infrastructure provided by the PRINCIPLE BIDDER
for example hardware, software, network and non IT infrastructure for
example AC, UPS, etc.) to meet the scope of work as defined in the
RFP document, delay in pilot implementation and roll out or deliver
the required functionality at service levels defined in this schedule at
the specified volumes (including the expected increase in volumes)
shall result in a breach of contract and invoke the penalty clause. The
penalty for hardware, software & services would be proportionate to 1
% of the contract value for services below each percentage point of
the specified expected service level, per month on an average of the
incidences below the expected service level or part thereof of delay
or non-compliance by the PRINCIPLE BIDDER, for that particular
service. For any service, the penalty will not exceed the value of the
service. However, total of such penalties shall not exceed 2% of the
overall contract value.


Section – 11 GENERAL INSTRUCTIONS TO PRINCIPLE
BIDDERS

1. Ownership of RFP and Proposal
1.1 It is notified that this RFP and the supporting documents and
designs are the exclusive property of Citizen`s co-operative bank.
Therefore, the same may not be redistributed without the Bank’s
permission in writing. Any violation of this will entail breach of trust
and disqualification of the concerned Principle Bidder.

1.2. The Principle Bidder has to return the above-mentioned
documents when submitting the bids to Citizen`s co-operative bank
or alternatively when requested by the Bank in certain cases. If the
Principle Bidder does not desire to respond to the RFP, then the RFP
material has to be returned immediately to Citizen`s co-operative
bank.
1. The Proposal submitted in response to the RFP along with the
supporting material, will become the property of Citizen`s co-
operative bank unless otherwise specifically requested by the
Principle Bidder. In such cases ,the document will be returned or
destroyed as per the request.
2. Bank’s Liabilities and Rights
2.1.This RFP entails an invitation by Citizen`s co-operative bank for
Principle Bidders’ responses for implementing CBS in the bank. It
does not imply an offer by the Bank. Thereby there will be no
contractual obligation until a formal contract is executed by
authorised signatories of both the Bank and the selected Principle
Bidder.
2.2. With regard to the RFP, Citizen`s co-operative bank has the
following rights:
˜ Accept or reject any of the proposals
˜ Alter the RFP
˜ Ask for re-submissions
˜ Request clarifications from Principle Bidders
˜ Terminate the RFP process, partially or entirely
˜ Modify the specifications during the process and even after
selection of Principle Bidder.
1. None of the Principle Bidders are under obligation to respond to
the RFP. Moreover, they are entirely responsible for the costs related
to participation in the RFP process, presentations and the contract
negotiations.
2. Cost of Bidding The Principle Bidder shall bear all costs associated
with the preparation and submission of its bid and Citizen`s co-
operative bank will in no case be responsible or liable for these
costs, regardless of the conduct or outcome of the bidding process.
3. Clarification of RFP
1. A prospective Principle Bidder requiring any clarification of the
RFP may notify Citizen`s co-operative bank in writing or by fax/e-mail
at the Bank’s mailing address indicated in the Invitation For Bids
(IFB). Citizen`s co-operative bank will respond in writing to any
request             for          clarification          of          the

RFP which it receives 2 (two) working days prior to the date of Pre-
Bid Meeting.
4.3. The Competitive Bids shall be prepared in two parts viz.
Technical Bid and Commercial Bid.
4.4. Technical Bid
4.4.1. The Technical Bid should be submitted in a bound
form and all pages continuously and serially numbered in
one lot as one document and shall comprise of the
following:
˜ (a) Bid form as per Form 1.
˜ (b) Bank Guarantee towards Bid security as per Form 2.
˜ (c) Copy of audited Balance Sheet and Profit & Loss statement for
last2 years.
˜ (d) Detailed information of the proposed solution as stated below.
Part A: General Information
4.4.1.1. Introduction This sub-section must include a covering letter
that introduces the proposed solution; technical proposal summary
in a tabular form; authorization given to the Principle Bidder from
other Principle Bidders (if applicable) onForm5(Manufacturer’s
Authorisation), the software platform and specific Hardware to be
used along with Sizing Requirement of the Servers.
4.4.1.2. Principle Bidder(s) Information Principle Bidder(s) need to
offer details of their organization in Form 6(Financial Business and
Technical Capability), Form 7 (Capability Statement for Personnel,
Equipment, Plant and Past Performance).
4.4.1.3. Summary of Proposed Solutions Principle Bidder must
include Product Information and Form 8 (Functional Features) here
and any other product information or marketing materials deemed
useful for evaluation.
8.4.1.4. Data Centre Requirement Principle Bidder should provide
information regarding the various requirements at Data Centre.
4.4.1.5. Reference Site Details The Principle Bidder has to offer the
following details:
˜ No. of implementations of the proposed solution and/or modules
˜ Reference sites’ details including hardware details, OS platform and
the database systems on Form 16 in respect of each Reference site
and Active Modules and Interfaces Already Available in Form 16.
4.4.1.6. Other Details The Principle Bidder must also provide
other related details not classified above. Part B: Proposed
Solution Details
4.4.1.7.                      Application                     Software




This sub-section needs to cover the following items: General
Features & Operational Procedures – These must cover all the
modules. The section must also talk about the screen-handling
controls. Operational Requirements and Performance – As per the
business volumes – Transaction Mix and yearly growth,
the Principle Bidder has to provide details regarding the operational
needs and performance of the application. This must include
response time for:
˜ Any transaction
˜ On-line transaction
˜ On-line enquiries It must additionally state standard time for routine
end-of-day processing as well as the time needed for taking backup
copies. Documentation & Updates – This sub-section must detail the
documentation offered for all modules and regarding provisions
made for any future updates. Module Summary – Herein a synopsis of
each module must be given along with sample input forms, output
reports and screens. The 2-3 page summary must comprise
information regarding the module’s integration with other modules;
interfacing capability with other modules/products; degree of
dependence on other modules; future plans for integration and any
other information deemed important. In case a module does not meet
the functional requirements, the proposal must give alternative plans
and the time needed to achieve such changes.
4.4.1.8. Hardware and Operating System Principle Bidders are
required to provide Technical Specifications of hardware
configurations and the operating software needed to process the
business volumes – Transaction Mix and yearly growth. Information
must also be given regarding the storage needs for data and program
files (offline as well as online) and the free space required for
processing efficiency.
4.4.1.9. Functionalities This must clarify the functionalities offered
with the solution as per Form 8.
4.4.1.10. Technical Environment


This must cover all requisite information as per Annexure A , J, H and
I and also the checklist as per Annexure K.
4.4.1.11. Delivery This sub-section must state the schedule for the
total delivery specifying the lead-time for every item of the proposed
solution.
4.4.1.12. Training This sub-section must include the following details:
˜ Training facilities
˜ Support materials
˜ Training programme
˜              Mode              of             training             33

˜ Training and educational seminars, if any
˜ Multi-location user training (if any)
4.4.1.13. Implementation (for each solution module)The Principle
Bidder must outline the approach intended for systems
implementation and provide an implementation schedule for
each solution module. The Principle Bidder should submit Form
13 – Project &Personnel schedule. The proposal must outline the
milestones of the implementation of the
proposed solution. For each activity, the estimated duration must be
indicated and also the completion dates. This must take into
consideration the deadline for system activation. There must be clear
indication of the dependence of one activity on the completion of the
other. Following information is critical:
˜ Delivery dates and installation schedule for every module
˜ Requirements of client personnel for Implementation Team
˜ Proposed project controls
˜ Time for customisation
˜ Details regarding System Testing
4.4.1.14. Support The Principle Bidder must provide details of the
support to be given to Citizen`s co-operative bank. If multiple
Principle Bidder s are involved in provision of support, the same
should be clearly stated along with the individual responsibilities.
The Principle Bidder, in this respect is responsible for:


installation,  customisation,    parameterisation,    implementation
support, maintenance support, and testing. Particularly, the Principle
Bidder is responsible for co-ordination with other Principle Bidders
as the Single Point of Contact for Citizen`s co-operative bank.
Implementation Support The Principle Bidder must define the level of
support (both hardware and software) in the areas given below:
˜ Installation
˜ Training
˜ Documentation
˜ Alterations
˜ Acceptance & Performance Testing
˜ Conversions
˜ Start-up Operations
˜ Backup Additionally, the Principle Bidder must provide for resident

support during the Warranty Period and details of the same must be
informed. The Principle Bidder also needs to specify the following:
˜ No. of days of support provided free of charge
˜ Facilities for pre-installation and post-installation testing of the
system
˜ Facilities provided for data file conversion
˜ Profile of people responsible for implementation support
˜ Requirements from the Bank for implementation (including the
personnel and their time needed)On-Going Support The Principle
Bidder should clearly indicate the level of support proposed for
Centralised Help Desk, Support Cells and at DataCentre also the
branches etc. Indicative support measures are given below; the
Principle Bidder may also propose enhancements or alternatives to
the following:
˜ Availability – Full 12-hr support must be available. Emergency
support must be operational 24 hours. Data Centre needs to be
supported on a 24x7 basis.
• Responsiveness – For user problems and other such minor hurdles
,Principle Bidder must be able to respond immediately telephonically.
There must also be dial-in support for bug removal, data corruption
etc.
For major problems however, on-site support must be provided
within 2 hours.
˜ Major Repair – In such cases, instantaneous on-site support must
be available for recovery of data and synchronization, performance
tuning, etc. For all the important functions, updates or bug removal
must be within 6 hours. Spares must be in sufficient stock to ensure
immediate availability.
˜ Non-stop Operations – The necessary technical support for meeting
all the critical processes must be provided.
˜ Training – Follow-up training is essential in case of upgrades.
˜ Software & Documentation – Upgrades must be made automatically
when there are new releases and the manuals must be altered
accordingly.
˜ Post-Implementation – Principle Bidders must specify the type of
post implementation support offered. Also information for the
following must be given:
˜ Level of maintenance
˜ People offering maintenance
˜ Working hours of support
˜ Guaranteed response time for help calls
 Principle Bidders must comply with the Warranty period of 36
months from the date of acceptance. In addition to the above,
the Principle Bidder should provide information desired in Form
13                    –                  Project                  &

Personnel Schedule.
4.4.1.15.    Details   of     the    Project    Management,
Implementation, Training and Business Plan Re-
Engineering schedule must be provided including the team
size and responsibility of the Principle Bidder.
4.4.2. It is mandatory for the Principle Bidder to provide the
technical details as per the RFP. Correct technical information of
the product being offered must be filled in. Filling of the
information using terms such as “OK”,“accepted”, “noted”, “as
given in brochure/manual” is not acceptable. Citizen`s co-
operative bank reserves the right to treat offers not adhering to
these guidelines as unacceptable.
4.4.3. The offer may not be evaluated by Citizen`s co-operative
bank in case of non adherence to the above guidelines or
partial submission of technical details.
4.4.4. Citizen`s co-operative bank shall not allow/permit
changes in the technical specifications once it is submitted.


4.4.5. The relevant product information brand and model number
offered,
printed product brochure, technical specification
sheets etc. should be submitted along with the offer.
Non-submission or partial submission of this
information along with the offer could result in
disqualification.
4.4.6. The Technical Bid must not contain any price information.
4.5. Commercial Bid
4.5.1. The Commercial Bid should be prepared in an
organised, structured in neat manner and properly bounded
as a complete document. Brochures/leaflets etc. should be
submitted in the bound document and not in a loose form.
1. Principle Bidders must ensure that all the documents are sealed
and signed by authorised signatory. 9 Bid Pricing and Costs –
Structure and Information
2. The Principle Bidders must quote for all of the components
required for the CBS on the appropriate Price Schedule provided in
Form 10, 11, 12. Price Comparisons: Application Cost for Core
Banking Trade Finance Delivery Channels (Internet Banking, Phone
Banking, Mobile Banking, SMS Banking), ,, Fixed Asset, Inspection,
CMS & HRMS DRS build Hardware for Data Center Disaster Recovery
Site Branch Servers for at all branches
Training & Additional Training
The bids must detail all the costs related to the following: Hardware
Cost

(Including Networking Equipment) for Data Centre for 11+4 Branches
(scalable to 25 Branches) DC,DRC,admin and central office
Identified 15 Branches Help Desks Software Cost for Data Centre for
15 Branches Help Desks Cost towards Security Infrastructure
Implementation Cost covering installation, testing and conversion
Project Management Cost Documentation Cost Training Cost Other
related Costs, if any Ongoing costs such as those related to
maintenance, support and upgrades


5.2. Since licensing is involved for software, the Principle Bidder’s
proposal must outline the costs for the following: The Bidder is solely
responsible for pilot site implementation which includes:
˜ Supply and installation of Hardware, Software, Networking
equipment and UPS for 11+4 Branches
˜ Data cabling
˜ Implementation of Backup and DRP plans
˜ Providing training to the targeted staff / personnel
˜ Support to Centralised Help Desk and at Data Centre.
˜ (3 shifts of 8 hours each for 365 days for pilot phase plus 7 years
would be considered for the commercial evaluation. This will be
divided as 1 shift of help desk and 2 shifts of help desk. Actual
number of agents and actual number of shifts will be decided later
based on the rates provided.)
˜ Any other cost involved.
Submission of the bid obligates the Principle Bidder to the following:
˜ That the prices quoted have not and will not be disclosed to other
Principle Bidders.
˜ That the prices quoted in the Proposal are not arrived at in
agreement with other Principle Bidders so as to contain competition.
˜ That the Principle Bidder will not and has not made efforts to
prevent or encourage other Principle Bidders from making a proposal
with an intent to limit competition
5.4. The Principle Bidder shall indicate on the appropriate Price
Schedule the unit prices where applicable and total Bid Price of the
goods proposed to be supplied.
5.5. The Principle Bidder is expected to quote all components &
services as part of the commercial bid inclusive of all costs and taxes
like customs duty, excise duty, service tax, freight, forwarding,
insurance etc. but exclusive of entry tax/ octroi tax and sales tax/VAT.
These                   will                   be                   paid

by the bank to the Principle Bidder on actuals on the
production of bills and receipts of such payments made to
relevant authorities. The bank will not pay any other taxes,
cost or charges.
 5.6. The offer must give commitment to provide maintenance at the
 price quoted as above for FOUR years from the date of expiry of
 three years warranty. In the event the Principle Bidder has not
 quoted for any items as required by the Bank and forming a part of
 the RFP document circulated to the Principle Bidders and responded
 to by the Principle Bidders, the same will be deemed to be provided
 by the Principle Bidder at no extra cost to the Bank. No extra costs
 on account of any items or services or by way of any out of pocket
 expenses, including travel, boarding and lodging etc. will be payable
 by the Bank. The Principle Bidder cannot take the plea of omitting
 any charges or costs and later lodge a claim on the Bank for the
 same.


The Principle Bidder accepts that everything as mentioned in the RFP
have been quoted for by the Principle Bidders, and there will be no
extra or hidden cost associated with the Core Banking Project.
In the event the Principle Bidder has not quoted for any item(s) as
required by him / the Bank to meet the scope of work as specified in
the RFP, the same would be deemed to be provided by the Principle
Bidder at no extra cost to the Bank.
Comprehensive facilities management charges must be quoted, on
yearly basis, after taking due consideration for the warranty period
and providing the adequate benefit to the Bank.
Bank will pay post facilities management charges at rates not
exceeding the original rates quoted for the facilities management in
reply to this RFP on the cost of the solution, hardware, peripherals,
other equipments, infrastructure and services provided by the
Principle Bidder, if the Bank opts for the same. The Bank has no
obligation to accept the post facilities management services and the
decision on the same would be taken towards the end of the facility
management                                                      period.

From the short-listed (L1) Principle Bidder while the Bank will
summarily reject the equipments of a lower configuration than those
mentioned in the Technical specifications, the Bank would accept
equipments of higher configuration after a price evaluation of such
higher configuration to ensure that there is no adverse price impact
and any advantage of a lower price in such cases is passed on to the
Bank. The Principle Bidder is not entitled to a longer period for
delivery on the pretext of seeking approval from the Bank for a higher
configuration or enhancement.
The Price offer shall be on a fixed price basis. The rate quoted by the
Principle Bidder should necessarily include the following:


Quarterly preventive maintenance of all the equipments to be
supplied, which should interlay, includes cleaning of inside and
outside of all equipments during warranty / AMC period and ensuring
that system does not have any Virus;10 Bid Form (Technical)The
Principle Bidder shall complete the Bid Form furnished in the RFP
(Form 1) and submit it along with both the Technical and Commercial
Offers.
11 Bid security (Earnest Money Deposit)
11.1. The Principle Bidder shall furnish, as part of its bid, bid security
of an amount of Rs. 2,00,00,0/= (Rupees Two lacs Only). The bid
security is required to protect the Bank against the risk of Principle
Bidder’s conduct.
11.2. The bid security shall be denominated in the INDIAN RUPEES
only and shall be in the form of a bank guarantee issued by a
Scheduled Indian Bank or a Foreign bank located in India in the form
provided in the RFP (Form -2) and valid for forty five (45) days beyond
the validity of the bid. Any bid not secured in accordance with the
above will be rejected by Citizen`s co-operative bank as non-
responsive.
11.3. Unsuccessful Principle Bidders’ bid security will be
discharged/returned as promptly as possible but not later than 30
days after the expiration of the period of bid validity prescribed by the
Bank.
11.4. The successful Principle Bidder’s bid security will be
discharged upon the Principle Bidder signing the Contract and
furnishing the performance security.
11.5. The bid security may be forfeited:
˜ (a) if a Principle Bidder withdraws its bid during the period of bid
validity specified by the Principle Bidder on the Bid Form; Or
˜ (b) in case of the successful Principle Bidder, if fails :
˜ (i) to sign the Contract . Or
˜ (ii) to furnish performance security . 12 Period of Validity of Bids
12.1. The process of bid evaluation, approval and the
subsequent




activities may be assumed to take a reasonable amount of
time. Therefore, the bids shall remain valid for 3 Months
after the date of opening of


Technical Bid prescribed by the Bank. A bid valid for a
shorter period shall be rejected by Citizen`s co-
operative bank as non-responsive.
1. In exceptional circumstances, Citizen`s co-operative bank may
solicit the Principle Bidders’ consent for an extension of the period of
validity. The request and the responses thereto shall be made in
writing or by fax/email. The bid security provided shall also be
suitably extended. A Principle Bidder may refuse the request without
forfeiting its bid security. A Principle Bidder granting the request will
not be required nor permitted to modify its bid. 13 Format and
Signing of Bid
2. The Principle Bidder shall prepare two copies of the Technical bid
clearly marking each “Original Bid” and “Copy Bid” as appropriate. In
the event of any discrepancy between them, the original shall govern.
13.1. The original and all copies of the bid shall be typed or written in
indelible ink and shall be signed by the Principle Bidder or a person
or persons duly authorized to bind the Principle Bidder to the
Contract. All pages of the Bid except for un-amended printed
literature, shall be initialed by the person or persons signing the bid.
1. The bid shall contain no interlineations, erasures or overwriting
except as necessary to correct errors made by the Principle Bidder,
in which case such corrections shall be initialed by the person or
persons signing the bid. 14 Submission of Bid
2. The Principle Bidders shall seal the original and copy of the bids
(both Technical & Commercial) in separate envelopes and mark the
said four envelopes as “TECHNICAL BID (ORIGINAL)”, “TECHNICAL
BID (COPY)”, “COMMERCIAL BID (ORIGINAL)” and “COMMERCIAL
BID (COPY)” as the case may be. The envelopes shall then be sealed
in two outer envelopes marked as “ORIGINAL BID” and “COPY BID”.
The “ORIGINAL BID” envelope shall contain the sealed envelopes of
“TECHNICAL BID (ORIGINAL)” and “COMMERCIAL BID (ORIGINAL)”.
The “COPY BID” envelope shall contain the sealed envelopes of
“TECHNICAL BID (COPY)” and “COMMERCIAL BID (COPY)”.
14.1. The two Outer envelopes marked as “ORIGINAL BID”
and “COPY BID” shall be duly marked as “DO NOT OPEN
BEFORE

………………….” (Date of Opening of Technical bid).
14.2. In addition to the above marking, each envelope must
be super scribed with the following information:


a) RFP Reference Number b) Name and Address of Principle Bidder
This will enable Citizen`s co-operative bank to return the bid
unopened in case it is declared “late”.
14.3. All the inner and outer envelopes shall be addressed to
Citizen`s co-operative bankat the address given below: Project
Coordinator (CBS),Citizen`s co-operative bank, Admin Office,117 A/D
Gandhi Nagar Jammu 180004

14.4. If the outer envelopes are not sealed and
marked as above, Bank will assume no
responsibility for the bid’s misplacement or
premature opening.
14.5. If both technical and commercial bids are
enclosed in a single envelope, then that bid will be
rejected similarly Telex, Cable, Facsimile or E-mail
Bids will be rejected.
15 Deadline for Submission of Bids
1. Bids must be received by Citizen`s co-operative bank at the
specified address not later than the time and date specified in the
Invitation for Bids. In the event of the specified date for the
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.
2. Citizen`s co-operative bank may, at its discretion, extend this dead-
line for the submission of Bids, in which case all rights and
obligations ofCitizen`s co-operative bank and Principle Bidders
previously subject to the deadline will there after be subject to the
deadline as extended.
16 Late Bids
1. Any bid received by Citizen`s co-operative bank after the deadline
for submission of bids prescribed by the Bank will be rejected and
returned unopened to the Principle Bidder.17 Modification and
Withdrawal of Bids
2. The Principle Bidder may modify or withdraw its bid after the bid’s
submission, provided that written notice of the modification including
substitution or withdrawal of the Bids is received by Citizen`s co-
operative bank prior to the deadline prescribed for submission of
bids.

17. The Principle Bidder’s modification or withdrawal notice
shall be prepared, sealed, marked and dispatched in accordance
with provisions mentioned in the clause “Submission of Bids”.
A withdrawal notice may also be sent by fax / e-mail but followed
by a signed confirmation copy, postmarked not later than the
deadline for submission of bids.
17.1. No bid may be modified subsequent to the deadline for
submission of Bids.
17.2. No bid may be withdrawn in the interval between the deadline
for submission of bids and the expiration of the period of Bid validity
specified by the Principle Bidder on the Bid Form.18 BID OPENING
17.3. As the Technical bids will be evaluated first for technical
suitability, the Bank will open only the Technical Bids as per the
schedule mentioned in Invitation for Bids (IFB). The Commercial bids
of technically qualified Principle Bidders only will be opened at a later
date subsequent to the technical evaluation. Citizen`s co-operative
bank will notify the date and time of opening of the Commercial bids
to the technically qualified Principle Bidders.
17.4. Attendance of all the authorised representatives of the Principle
Bidders who are present at Bid Opening will be taken in a register
against name, name of the company and with full signature.
17.5. Each commercial bid will be numbered serially,
signed and dated by three officers of the bank, on the first
page. Each page of the bid will also be initialed with date,
by two officers.
17.6. Alterations in the bids, if any, made by the Principle Bidder /
companies would be signed legibly to make it perfectly clear that
such alterations were present on the bids at the time of opening. It
would be ensured that alterations are signed by the Principle
Bidder/company’s executive who has signed the bid or by the
Principle Bidder/company’s representative authorized by the
executive who has signed the bid.
17.7. Wherever any erasing or cutting is observed, the
substituted words would be encircled and initialed by the
bank officer singly and the fact that such erasing / cutting
of the original entry was present on the bid at the time of
opening should be recorded.
17.8. An “on the spot statement” giving details of the bids
opened and other particulars as read out during the opening
of the bids will be prepared.
17.9. Bids and modifications, if any, that are not opened and
read out at Bid opening shall not be considered further for
evaluation,

irrespective of the circumstances. Such Bids will be returned
unopened to the Principle Bidders.
17.10. Commercial bids of those Principle Bidders who have not
been technically qualified will be returned unopened to the
Principle Bidders concerned.
17.11. Citizen`s co-operative bank will prepare minutes of the bid
opening. 19 CLARIFICATIONS OF BIDS To assist in the examination,
evaluation and comparison of bids Citizen`s co-operative bank may,
at its discretion, ask the Principle Bidder for a clarification of its Bid.
The request for clarification and the response shall be in writing and
no change in the price or substance of the bid shall be sought,
offered or permitted. 20 PRELIMINARY EXAMINATION
18.1. Citizen`s co-operative bank will examine the bids to determine
whether they are complete, whether any computational errors have
been made, whether required sureties have been furnished, whether
the documents have been properly signed and whether the bids are
generally in order.
18.2. Bids without proper documents showing the tie-up
arrangements with the partners involved in the supply of the
total solution shall be treated as non-responsive.
18.3. Arithmetical errors will be rectified on the following basis. If
there is a discrepancy between the unit price and the total price that
is obtained by multiplying the unit price and quantity, the unit price
shall prevail and the total price shall be corrected. If the Principle
Bidder does not accept the correction of the errors, its bid will be
rejected. If there is a discrepancy between words and figures, the
amount in words will prevail.
18.4. The Bank, at its discretion, may waive any minor informality,
nonconformity or irregularity in a Bid which does not constitute a
material deviation, provided such waiver does not prejudice or affect
the relative ranking of any Principle Bidder. This shall be binding on
all Principle Bidders and Citizen`s co-operative bank reserves the
rights for such waivers.
18.5. Prior to the detailed evaluation, Citizen`s co-operative bank will
determine the substantial responsiveness of each Bid to the RFP. For
purposes of these Clauses, a substantially responsive bid is one,
which conforms to all the terms & conditions of the RFP without
material deviations. Deviations from or objections or reservations to
critical provisions such as those concerning Bid Security,
Performance Security, Warranty, Force Majeure, Applicable Law and
Taxes & Duties will be deemed to be material deviation. The Bank’s
determination of a Bid’s responsiveness is to be based on the
contents of the Bid itself without recourse to extrinsic evidence.
1. If a Bid is not substantially responsive, it will be rejected by Bank
and                                                                  may

not subsequently be made responsive by the Principle Bidder by
correction of the non-conformity. 21 CONTACTING THE PURCHSER
2. No Principle Bidder/ Principle Bidder shall contact Citizen`s co-
operative bank on any matter relating to its Bid, from the time of the
bid opening to the time the Contract is awarded.
1. Any effort by a Principle Bidder to influence Citizen`s co-operative
bank in the Bank’s bid evaluation, bid comparison or contract award
decisions may result in the rejection of the Principle Bidder’s bid. 22
POST QUALIFICATION
2. Citizen`s co-operative bank will determine to its satisfaction
whether the Principle Bidder that is selected as having submitted the
lowest evaluated responsive bid is qualified to perform the Contract.
19.. The determination will take into account the Principle Bidder’s
financial, technical and production capabilities. It will be based upon
an examination of the documentary evidence of the Principle Bidder’s
qualifications submitted by the Principle Bidder, as well as such
other information as Citizen`s co-operative bank deems necessary
and appropriate including details of experience and records of past
performance.
19.1. An affirmative determination will be prerequisite for award of the
Contract to the Principle Bidder. A negative determination will result
in rejection of the Principle Bidder’s bid, in which event Citizen`s co-
operative bank will proceed to the next lowest evaluated bid to make
a similar determination of that Principle Bidder’s capabilities to
perform satisfactorily.
20. AWARD CRITERIA:
1. Citizen`s co-operative bank will establish the reasonableness of
prices on the basis of estimated rates, prevailing market rate, last
purchase prices, economic indices of raw material/ labour and other
input costs and intrinsic value etc. If necessary, Citizen`s co-
operative bank may negotiate with the lowest evaluated Principle
Bidder (L1) to bring down the prices to the reasonable level. The
Bank may also negotiate with the L1 Principle Bidder with regard to
identification of modifications that may be required to the proposal.
20.1 After establishment of reasonableness of prices Citizen`s co-
operative bank will award the Contract to the successful Principle
Bidder whose bid has been determined to be substantially responsive
and                               has                             been

determined to be the lowest evaluated bid, provided further that the
Principle Bidder is determined to be qualified to perform the Contract
satisfactorily. 24 CITIZEN`S CO-OPERATIVE BANK’S RIGHT TO VARY
QUANTITIES AT TIME OF AWARD Citizen`s co-operative bank
reserves the right at the time of award of contract to increase or
decrease, the quantity of goods & services without any change in
price or other terms and conditions. 25 CITIZEN`S CO-OPERATIVE
BANK’S RIGHT TO ACCEPT ANY BID AND TO REJECT ANY OR ALL
BIDS Citizen`s co-operative bank reserves the right to accept or
reject any bid, and to annul the bidding process and reject all bids at
any time prior to award of Contract, without thereby incurring any
liability to the affected
 Principle Bidder or Principle Bidders or any obligation to inform the
affected Principle Bidder or Principle Bidders of the grounds for the
Bank’s action.
21. NOTIFICATION OF AWARD:
21.1. Prior to expiration of the period of bid validity, Citizen`s co-
operative bank will notify the successful Principle Bidder in writing
by registered letter or cable/fax/email to be confirmed in writing by
registered letter, that its bid has been accepted.
21.2. The notification of award will constitute the formation of the
Contract.
21.3. Upon the successful Principle Bidder’s furnishing of
performance security Citizen`s co-operative bank will promptly notify
each unsuccessful Principle Bidder and will discharge its bid
security.
22. SIGNING OF CONTRACT
1. At the same time as Citizen`s co-operative bank notifies the
successful Principle Bidder that its bid has been accepted, the Bank
will send the Principle Bidder the Contract Form incorporating all
agreements between the parties.
2. Within twenty one (21) days of receipt of the Contract Form, the
successful Principle Bidder shall sign and date the Contract and
return it to the Bank.
28 PERFORMANCE SECURITY
3. Within twenty one (21) days of the receipt of notification of award
from the Bank, the successful Principle Bidder shall furnish the
performance security in accordance with the “Terms and Conditions
of Contract” in the Performance Security Form provided in the RFP
(Form                                                             -23).

4. Failure of the successful Principle Bidder to comply with the above
requirements shall constitute sufficient grounds for the annulment of
the award and forfeiture of the bid security, in which event the Bank
may make the award to the next lowest evaluated Principle Bidder or
call for new bids.
5. In case of inadequate performance Citizen`s co-operative bank,
reserves the right to reject the whole system with full refund of the
payment made, if any.
23 CORRUPT OR FRAUDULENT PRACTICES
As per Central Vigilance Commission (CVC) directives, it is required
that Principle Bidders / Suppliers / Contractors observes the highest
standard of ethics during the procurement and execution of such
contracts. In pursuance of this policy;
˜ (i) “Corrupt practice” means the offering, giving, receiving or
soliciting of any thing of value to influence the action of a public
official in the procurement process or in contract execution. And
˜ (ii) “Fraudulent practice” means a misrepresentation of facts in
order to influence a procurement process or the execution of contract
to the detriment of Citizen`s co-operative bank and includes collusive
practice among Principle Bidders (prior to or after bid submission)
designed to establish bid prices at artificial non-competitive levels
and to deprive Citizen`s co-operative bank of the benefits of free and
open competition.
Citizen`s co-operative bank reserves the right to reject a proposal for
award if it determines that the Principle Bidder recommended for
award has engaged in corrupt of fraudulent practices in competing
for             the          contract            in           question.

Citizen`s co-operative bank reserves the right to declare a firm
ineligible, either indefinitely or for a stated period of time, to be
awarded a contract if at any time it determines that the firm has
engaged in corrupt or fraudulent practices in competing for, or in
executing a contract.
End of Document

								
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