REQUEST FOR PROPOSAL FOR TELEPHONE SYSTEMS,

REQUEST FOR PROPOSAL FOR TELEPHONE SYSTEMS, DEALING TURRETS AND VOICE RECORDING SYSTEMS TO BE SUBMITTED BEFORE 16.00 HOURS ON 20th AUGUST 2009 PROPOSALS TO BE ADDRESSED TO: REGIONAL HEAD AND CEO (UK) ENVELOPES TO BE MARKED PRIVATE AND CONFIDENTIAL AND ADDRESSED TO: MR.PRASHANTHA RAO MANAGER (SYSTEMS) STATE BANK OF INDIA 15 KING STREET LONDON EC2V 8EA. RFP – TELEPHONE SYSTEMS, DEALING TURRETS AND VOICE RECORDING SYSTEMS State Bank of India (SBI) is the leading Bank in India and has offices in over 30 countries across the globe. The Bank has 6 branches in UK and is expanding. The London Main Branch (LMB) of SBI has been in existence for over 85 years and is currently located in 15, King Street, London EC2V 8EA. LMB is occupying the premises spread across 8 floors, comprising of 5 floors, ground floor and 2 basements, at the address mentioned above. Approximately 110 members of staff work from this premises. The business conducted by the Bank from this premises include both wholesale and retail banking business and also Treasury operations. LMB currently has telephone systems, Index 400, with both analog and digital phones. The telephone systems are connected to an ISDN PRI procured from BT. The Dealing Room has 4 dealing turrets (brandname: Wyatts) and some of the telephones and all the dealing turrets are connected to a voice recorder. Details of the existing infrastructure are furnished in Annexure 1. LMB now wishes to replace its existing telephone infrastructure (including dealing turrets and voice recorder) with a modern system and this document is a request for proposal from interested vendors. REQUIREMENT SPECIFICATIONS Proposals are invited from reputed vendors who are accredited partners of Mitel, Avaya, Cisco, Nortel or other major telephone/dealing turret manufacturers. The manufacturers can also quote separately. Vendors who have been in the business of providing voice recording solutions are also invited. SBI requires the following at LMB: IP based telephone systems initially having approximately 110 connections to start with. Dealing turrets, also IP based, with 6 turrets to start with. Voice recording systems. Annual maintenance for a period of 5 years from the date of implementation, including warranty period, if any. Due to security considerations, the Bank will not like an end-to-end IP system but the systems should be connected to PBX or similar such equipments capable of dialling out to PSTN/ISDN network of service providers like BT. However, in case SBI wishes to have an end-to-end IP system in future, it should be possible to migrate to an IP network with minimum investment. Vendors should include the costs of investments due to migration in their proposal. SBI is not considering hosted solutions. State Bank of India, London Request for Proposal for Voice solutions 2 SBI will provide the space for the equipments (PBX or equipments/switches/servers /storage equipments) and AC power supply. similar SBI will arrange for CAT 5 cabling but all other equipments (e.g., L2 Switches, etc.) are to be supplied by the vendors. Some of the desirable functional features of the above are furnished in Annexure 2. The list is not exhaustive and only illustrative and the vendors submitting their proposals should detail all the functional specifications of their products. SBI desires a 99.9% uptime on the equipments. If the vendors cannot, for some reason, provide 99.9% uptime, they should specify the uptimes they can provide. The vendors should also provide the details of penalties offered in case the agreed uptimes cannot be provided. SBI reserves its rights to consider a threshold below which uptimes offered will be deemed unacceptable. Vendors can quote for one of the requirements specified (i.e., telephone systems or recording systems or dealing turrets) or for some or all. SBI reserves its rights to accept only one of the proposals or some or all in case vendors have quoted for more than one. As SBI is prepared for a multi-vendor arrangement, the technologies should be open and not proprietary. All the equipments should be able to co-exist with each other without the Bank requiring making additional investments. Vendor should advise redundancy arrangements and the investments required for the same. Spares plan should be detailed. The infrastructure should be modular—it should enable SBI to add dealing turrets/telephones without further investments other than routine cabling and actual cost of the dealing turrets/telephones. Increments will be need-based and there should not be any minimum cap on this, i.e., vendor should not insist that the minimum lot for new instruments should be in multiples of 5 or 10, etc. The vendor should assure that copyrights/licences, including third party copyrights/licences, are protected and should indemnify SBI against all claims from third parties for infringement of copyrights/licences, etc. Vendors should provide time bound escalation matrix for project as well as for support. Vendors should be prepared to enter into SLAs with SBI and should specify the minimum SLA terms in the proposal. This should include penalties/liquidated damages for not achieving the minimum service levels laid down. State Bank of India, London Request for Proposal for Voice solutions 3 DELIVERABLES Implementation of the entire project within the agreed time frame. Acceptance testing – After implementation an acceptance test will be conducted to ensure that all the functionalities are delivered. Project is deemed to be complete only if the acceptance test results are found satisfactory. REFERENCE DETAIL The vendor quoting should provide details of minimum of 3 customers where the vendor has implemented a project of similar size (100 telephones/8 dealing turrets/voice recording equipment). SBI, may, during the course of the evaluation of the response or before the final acceptance contact the customers directly to get their opinion on the performance of the vendor. CLARIFICATIONS TO THE RFP All inquiries with respect to this RFP are to be addressed to the Manager (Systems) of SBI (email: mgr.systems@sbilondon.com; phone no.: 02074544307) and to Dy Manager (Comms) of SBI (email: mgr.comms@sbilondon.com; phone no. 02074544326). All emails should be sent to both the IDs above. For details of the existing facilities (phone/voice recorder/dealing turrets), they should contact the official detailed in Annexure 1. All queries/clarifications should be sought before 31st July 2009. Responses by SBI to queries will be provided by email or over phone/discussions. METHOD OF RESPONDING Vendors are required to respond to this RFP in two parts: Technical Proposal and Commercial Proposal. TECHNICAL PROPOSAL The technical proposal should detail the technicalities of the solution offered and the functional details. This should also include an additional copy of the commercial proposal without the costs to enable SBI to evaluate the various components of the commercial proposal. In addition, company profile giving the history and other details of the company, its geographical spread, sample list of customers, turnover/profits during the past 3 years, etc. should be furnished. The vendors should also specify the payment schedule in case the contract is awarded to them. COMMERCIAL PROPOSAL The commercial proposal should be enclosed in a separate sealed envelope. Cost figures should be quoted for all the deliverables. VAT at current rates should be included. Proposals should be valid for a period of 90 days from the last day of submission of bids. State Bank of India, London Request for Proposal for Voice solutions 4 Vendors can quote on recurring cost basis (costs per year) or on capital cost basis. Where vendors have quoted on recurring cost basis, to facilitate comparison, present value of the recurring charges will be calculated at discount rates mentioned elsewhere in the proposal. Vendors quoting on recurring cost basis can quote different costs for each year. For the purpose of price comparison, only the first five years of cost will be considered. RESPONSE SUBMISSION Vendors must submit proposals, technical and commercial to this RFP in a sealed envelope. Regardless of the method of delivery, the proposals must be received by SBI not later than 16.00 hours on 20th August 2009. SBI may extend this date— however, a decision on extending this date shall be communicated to the vendors at least 5 working days before the date mentioned above. Communication of this extension need not be to individual vendors but may be by means of a notification on our website www.sbilondon.com. (For the benefit of all bidders, SBI may choose to publish on its website a summary of clarifications sought by various vendors and our response without disclosing the names of the vendors). The 2 parts (Technical, including copy of blank commercial and Commercial) of the proposal should be sealed separately and should be marked boldly and clearly as Technical or Commercial Proposal. These two parts should in turn be placed in a sealed cover that should be boldly and clearly marked as Proposal for Voice Systems and labelled as Private and Confidential should be addressed to: Mr.Prashantha Rao Manager (Systems) State Bank of India 15 King Street London EC2V 8EA. SBI will not be responsible for premature opening of any proposal that is not clearly labelled. RESPONSE EVALUATION All responses to the RFP will be evaluated technically and financially and the winning proposal/proposals will be selected on the basis of ‘best value’ in terms of technical superiority as well as cost effectiveness. Technical proposal shall be evaluated according to the selection criteria drawn up by SBI. After analysing the technical proposal, SBI will revert back to the vendors if there are any clarifications. Vendors can make a presentation to SBI on areas that are specifically requested or may be required to hold product demos either in the premises of SBI or any other premises in London. SBI or its officials will be unable to attend State Bank of India, London Request for Proposal for Voice solutions 5 product demos outside London and it will be the vendor’s responsibility to organise demos within London. The areas to be covered in the presentation will be informed three days in advance. Commercial proposals will be opened only after the technical proposals are evaluated. Commercial proposals of the vendors who do not meet the selection criteria with regard to technical proposal will not be opened. The proposals of rejected/disqualified vendors will not be returned. Commercial proposals and Annual Maintenance costs will be normalised using Net Present Value (NPV) at a discount rate of 0 % during Year 1; 3.75% during Year 2: 4.10% during Year 3; 4.40% during Year 4 and 4.75% during Year 5. TERMS AND CONDITIONS SBI directs the vendors’ attention to the following terms and conditions which underline this RFP and which provide a statement of understanding between the interested parties. LIABILITIES OF SBI This RFP is not an offer by SBI or its group companies but an invitation for vendor responses. No contractual obligation on behalf of SBI whatsoever shall arise from the RFP process unless and until a formal contract is signed and executed by duly authorised officers of SBI and the vendor. PROPOSAL PROCESS MANAGEMENT SBI reserves the right to accept or reject any or all proposals, to revise the RFP, to request one or more re-submissions or clarifications from one or more vendors, or to cancel the process in part or whole. No vendor is obligated to respond to or to continue to respond to the RFP. Additionally, SBI reserves the right to alter the requirements, in part or whole, during the RFP process (without re-issuing the RFP). Each vendor shall be entirely responsible for all the costs and expenses that are incurred by them while participating in the RFP, subsequent presentations/demos and contract negotiation processes. DATE OF BID EXPIRATION Due to the nature of the evaluation process, and approval/procurement activities that may occur, commercial proposals must be valid for a minimum of 90 days from the last date of submission. Responses must clearly state the length of the bid and its explicit expiration date. BIDDER INDICATION OF AUTHORISATION TO BID Responses submitted by a vendor to this RFP represent a firm offer to contract on the terms and conditions described in the vendor’s response. The proposal must be signed by an official authorised to commit the bidder to the terms and conditions of the proposal. The vendor must clearly identify the full title and authorisation of the State Bank of India, London Request for Proposal for Voice solutions 6 designated official and provide a statement of bid commitment with the accompanying signature of the official. RFP OWNERSHIP The RFP and all supporting documentation/ templates are the sole property of SBI and should NOT be redistributed without the prior written consent of SBI. Violation of this will be a breach of trust and may cause the vendor to be irrevocably disqualified. The aforementioned material must be returned to SBI when submitting the proposal, or upon request. In case the vendor is not interested in responding to the RFP, the RFP documents and any appendices must be returned to SBI group immediately. PROPOSAL OWNERSHIP The ownership and all supporting documentation submitted by the vendor shall become the property of SBI. BID PRICING INFORMATION By submitting a signed bid, the vendor certifies that: • • • The vendor has arrived at the prices in its bid without agreement with any other bidder of this RFP for the purpose of restricting competition. The prices in the bid have not been disclosed and will not be disclosed to any other bidder of this RFP. No attempt by the vendor to induce any other bidder to submit or not submit a bid for restricting competition has occurred. BIDDER STATUS Each vendor must indicate whether or not they have any actual or potential conflict of interest related to contracting services with SBI. CONFIDENTIALITY This document contains information confidential and proprietary to SBI. Additionally, the vendor will be exposed by virtue of the contracted activities to internal business information of SBI, its group, affiliates, and/or business partners. Disclosure of receipt of this RFP or any part of the aforementioned information to parties not directly involved in providing the services requested could result in the disqualification of the vendor, pre-mature termination of the contract, or legal action against the vendor for breach of trust. No news release, public announcement, or any other reference to this RFP or any program hereunder shall be made without written consent from SBI. Reproduction of this RFP, without prior written consent of SBI, by photographic, electronic, or other means is strictly prohibited. State Bank of India, London Request for Proposal for Voice solutions 7 BIDDER UTILIZATION OF KNOW-HOW AND PERSONNEL FOR COMPETITORS SBI will request a clause that prohibits the vendors from using any information or know-how gained in this contract for another organization whose business activities are similar in part or in whole to any of those of SBI anywhere in the world without prior written consent of SBI for a period of five years from the date of the contract. LIQUIDATED DAMAGES The liquidated damages is an estimate of the loss or damage that SBI may have suffered due to delay in performance or non-performance of any or all the obligations under the terms and conditions of the contract relating to supply, delivery, implementation, training, support, warranty etc of the total solution by the vendor and the vendor shall be liable to pay SBI a fixed amount for each day of delay / nonperformance of the obligations by way of liquidated damages, details of which will be specified in the contract. FORCE MAJEURE The vendor or the Bank shall not be responsible for delays or non-performance of any or all contractual obligations, caused by war, revolution, insurrection, civil commotion, riots, mobilizations, strikes, blockade, acts of God, Plague or other epidemics, fire, flood, acts of government or public enemy or any other event beyond the control of either party, which directly, materially and adversely affect the performance of any or all such contractual obligations. If a Force majeure situation arises, the vendor shall promptly notify the Bank in writing of such conditions and any change thereof. Unless otherwise directed by SBI in writing, the vendor shall continue to perform his obligations under the contract as far as possible, and shall seek all means for performance of all other obligations, not prevented by the Force majeure event. State Bank of India, London Request for Proposal for Voice solutions 8 Annexure 1 Details of existing infrastructure Telephone systems: 1 INDeX Main & Extension Cabinet 2 DSLC24 Cassettes 8 ALOG 0-16 Cassettes 1 ALOG 8-2 Cassettes 1 ALOG 8-2 Cassettes 1 ALOG 8-8 Cassettes SDX Premier Voice Manager Call Logger Contact details for clarification: Mr.Yogesh Kapadia, Dy Manager (Comms), State Bank of India, London (email: mgr.comms@sbilondon.com; phone: 02074544326) State Bank of India, London Request for Proposal for Voice solutions 9 Annexure 1 Details of existing infrastructure Voice Recording systems: Mirra Voice Recording (Used for all Dealers and Selected Extensions) Contact details for clarification: Mr.Yogesh Kapadia, Dy Manager (Comms), State Bank of India, London (email: mgr.comms@sbilondon.com; phone: 02074544326) State Bank of India, London Request for Proposal for Voice solutions 10 Annexure 1 Details of existing infrastructure Dealing turrets: Handles multiple calls simultaneously with dual handset capability along with built-in hands-free capability. Permits call transfers, private and group holds, conference call, speed dial, intercom and call logs. Dedicated lines for brokers and other counter parties with voice box facility. Contact details for clarification: Mr.Rajay Sinha, Chief Dealer, State Bank of India, London (email: chief.dealer@sbilondon.com ; phone: 02074544489) State Bank of India, London Request for Proposal for Voice solutions 11 Annexure 2 Desirable functional requirements Telephone systems: a) Voice calls--both inward and outward. Also to act as intercom. Last 4 digits act as extension numbers internally. b) Speed Dials c) Voice Mail d) Conference Calls e) Call diverting/forwarding f) Transferring and holding calls g) Call back features h) Switching between handset and speaker. i) Muting calls j) Defining groups k) Feature of No Calls. l) Feature of broadcasting music or information when calls are on hold or particular number is engaged. m) Interactive feature that can prompt the caller to go to the extension of his/her choice. n) Interactive feature that can collect details of the customer to enable us to respond if the person called is busy. o) Message should be given before all calls are answered that calls are being recorded, etc. p) Adjustment of volume of ringing tone, including muting the ring. However, in such a case, a light should be flashing to alert the user to the call. q) Auto forwarding to diverted number/voice mail after specified number of rings. r) Capability of configuring specific outbound numbers for routing calls of particular nature. (e.g., all calls to India should go through a third party number, etc.) s) Address book display on the instrument. t) Management console for various MIS reports. u) Direct dial in from remote users—remote users should be able to call into the systems and outward calls should go from the system rather than from the remote user’s phone. Feature should be capable of being configured only by the administrator. v) Capability of recording all calls from some numbers and from other numbers, recording should be at user’s discretion. w) Barring outgoing ISD calls from some extensions. x) Capability of users to lock telephones for outbound calls through passwords. State Bank of India, London Request for Proposal for Voice solutions 12 Annexure 2 Desirable functional requirements Dealing turrets: 1. Handle multiple calls simultaneously with dual handset capability along with builtin hands-free (full duplex) capability 2. Permit call transfers, private and group holds, conference call, speed dial, intercom, message-waiting indication, missing calls and call logs 3. Dedicated lines for brokers and other counterparties with voice box facility 4. Caller Identity: caller number, assigned number and assigned name: all on the same box 5. Shared Transfer: allowing to transfer and keep the line simultaneously for line sharing. 6. Programming soft keys 7. Common directory plus dealerboard wise directory for personal numbers 8. Support for remote connectivity and for deployment in teleworking, branch offices, or disaster recovery sites 9. Secure voice communication via encryption 10. Dual LAN ports for added resiliency 11. Limited voice recording (say up to one hour recording) on the dealerboard itself, for ready reference State Bank of India, London Request for Proposal for Voice solutions 13 Annexure 2 Desirable functional requirements Voice recording systems: Recording of all calls on phones configured to be recorded. Capable of back up. Ease of retrieval by giving filters like date, time of call, particular phone number/extension, etc. State Bank of India, London Request for Proposal for Voice solutions 14 Annexure 3 Other Requirements to be incorporated in Technical Proposal: Vendor Details: a) b) c) d) Company profile and key financial information during the past 3 years. Services offered at present. Geographical spread along with list of offices/support locations in UK. List of customers and the services provided to them. Technical/Service Details: a) Sample SLAs offered to existing customers and achievements. b) Escalation Matrix for Project Management/maintenance. State Bank of India, London Request for Proposal for Voice solutions 15