Bank of India · PDF fileEmail : HeadOffice.CPD@ Website: 5. Tenders are being called on...

Bank Of India Head Office

Card Products Department Mumbai

BIDDING DOCUMENT

BID FOR

Outsourcing of Debit Card Management Magstripe as well as EMV Chip

Cards and Contact less Cards

Ref: BOI:CPD:DEBIT: 2014-15/002

Dated: 11/04/2014

Tender No. BOI: CPD: DEBIT: 2014-15/002 dated 11/04/2014

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CONTENTS

PART DESCRIPTION

1. INVITATION TO BID (ITB)

2. INSTRUCTIONS FOR BIDDERS (IFB)

3. TERMS & CONDITIONS OF CONTRACT (TCC)

4. FUNCTIONAL SPECIFICATIONS & DELIVERABLES (FSD)

5. SCOPE OF THE WORK

6. PRICE, TIME AND PAYMENT SCHEDULE

7. BID FORMS

8. PRESCRIBED FORMATS

It is hereby clarified that the Bid/ response to the RFP should be submitted in the exact format given herein without making any changes/alterations to the RFP document. Any change/alteration made to the RFP document by the participant would make his Bid/ response to the RFP void and the same shall be liable to be rejected by the Bank without further going to the merits of the tender. It is also clarified that in case of any difference/change between Bid/ response to the RFP document submitted by the participant and the RFP document maintained by Bank of India (Bank), would be considered as authentic and binding on the participant.


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Bank of India Head Office, Card Products Department,

Bank of India Building, 4th Floor, 70/80 Mahatma Gandhi Road,

Near Hutatma Chowk, Fort, Mumbai 400 001

Tender No. BOI: CPD: DEBIT:2014-15/002 Dated:11/04/2014

Project: Outsourcing of ATM / Debit Card Management

PART – 1: INVITATION TO BID (ITB)

1. BANK OF INDIA invites wax sealed Bids from eligible Bidders having relevant work experience for taking up end-to-end Debit Card Management and other related Back Office Operations for issuance of Magstripe as well as EMV Chip Cards (Contact and /or Contact less/dual interface cards).

2. Eligibility Criteria : a. The Bidder :

i) Should be a VISA, MASTERCARD and RUPAY (NPCI) certified card personalisation bureau/agency having thorough knowledge of various aspects of Debit card operations.

OR

should have tie-up with service provider who has VISA ,MASTER CARD and RUPAY (NPCI) certification for card personalisation work, in case the bidder is not having VISA ,MASTER CARD and RUPAY (NPCI) certification in their name and card personalisation job is to be done through a third party service provider engaged by them.

ii) Should have at least Five years’ experience in managing entire operations in connection with outsourcing of Debit / Credit card operations for a reputed Bank or Financial Institution issuing Magstripe as well as EMV Chip Debit cards and or Credit Cards with VISA/MASTER CARD/ RUPAY logo (Experience OF ONLY One Year for EMV Cards personalization will be sufficient for eligibility).

b. The Bidder or the third party personalisation bureau / agency with whom the bidder has entered or proposed to enter into service level agreement must have capability and infrastructure to generate at least 30000 or more cards per day for the Bank; however the Bank will be under no obligation to provide the same on a daily basis.

3. Availability of Forms:

The RFP is downloadable from the Website of the Bank. However a cost of

Rs.25,000/- (non-refundable) is to be submitted in the form of pay order/demand

draft favoring “Bank of India, RFP for ATM/Debit Card Management” payable

at Mumbai at the time of submission of the proposal at Card Products


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Department, Bank of India Building, 4th Floor, 70-80 Mahatma Gandhi Marg,

Hutatma Chowk, Fort, Mumbai -400 001.

4. The time schedule is as under:

a. Date of availability of Bid documents on the Web site

11/04/2014

b. Date and Place for Pre-bid meeting/discussion

21/04/2014 Card Product Department, Bank of India Building, 4th Floor, 70/80 Mahatma Gandhi Road, Near Hutatma Chowk, Fort, Mumbai – 400001

c. Last date for submission of Bids 26/04/2014 up to 14.00 pm Bids submitted after the date and time mentioned above will not be opened.

d. Date and Place of Opening of Technical Bid

30/04/2014 Card Products Department,

Bank of India Building, 4th Floor,

70/80 Mahatma Gandhi Road,

Near Hutatma Chowk, Fort, Mumbai 400001

e. Cost of Bid Documents INR 25000/- (Rupees Twenty Five Thousand only) (Non-refundable) By means of a Pay Order or DD only favouring “Bank of India, RFP for ATM/Debit Card Management”, payable at Mumbai.

f. Address for communication Assistant General Manager Bank of India Head Office, Card Products Department Bank of India Building, 4th Floor, 70/80 Mahatma Gandhi Road, Near Hutatma Chowk, Fort, Mumbai- 400001 Phone : 2268 2032 / 2268 2033 Fax : 2268 2043 Email : [email protected] Website: www.bankofindia.com

5. Tenders are being called on Two Covers Bid system of tendering, consisting of ‘TECHNICAL BID’ and ‘FINANCIAL BID’.

6. All Bids must be accompanied by a Bid security as specified in the Bid document and must be delivered at the above address before the date and time indicated above.

7. Bank of India reserves the right to accept or reject in part or full any or all the bids without assigning any reasons.


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PART – 2: INSTRUCTIONS FOR BIDDERS (IFB)

1. General Information

1.1 Bank of India has arrangement with VISA International, MASTER CARD Global and National Payment Corporation of India (NPCI) for issuing Debit Cards (Magstripe as well as EMV Cards). Presently the Bank is having a card base of more than 165 lakhs.

1.2 At present Bank of India is issuing/renewing proprietary cards, variants of master, VISA, RuPay cards, for Bank of India / Rupay branded cards for its affiliated Regional Rural Banks(RRB) as personalised / non personalised state and the bidder should be prepared to issue any new cards for different scheme as and when required by the Bank. No additional cost will be given for development of any new product, during the contract period. Cards may or may not be Aadhar enabled as per Bank’s requirement. These Cards may be either Magstripe Cards or EMV Cards or both (Contact/contact less/dual interface cards).

1.3 The initial extraction of application data for Debit Card at Branch level is done through Bank’s Core Banking Solution (CBS). Similarly Card replacement, Change of Name in card and details of add on cards to joint account holders, and Change of address is also processed through the Bank’s Core Banking Solution. The above processes are centrally downloaded and shared with vendor /Service Provider for issuance of cards.

1.4 The card application data shared by the Bank with the vendor on daily basis/ with multiple cut-off options, as per Bank’s requirements. These data will be processed by the vendor on daily basis at their location. Vendor will forward the required files to different locations for Card Personalization/ Pin Printing and switch updation.

1.5 Vendor will also be required to send separate file to Bank’s FINACLE system for updating the Card issuance status on daily basis. Apart from this, vendor will be required to send separate mails to each Branch giving details of the rejected applications, pertaining to that Branch, with reason.

1.6 Vendor will be responsible for providing application tracking system to Branches, in tie up with the courier co/ India Post, so that Branches themselves can track the status (up to the delivery level).

2. Requirements and Specifications:

2.1 All our branches and all the Branches of each sponsored RRBs operate under a single Core Banking Solution separately for their own Bank. We intend to issue Debit Cards to all our/ RRB eligible customers, and new customers by way of Welcome Kit (in affiliation with Master Card/Visa or Rupay). In addition the selected Service provider will also have to process Non Personalized Cards i.e. Ready Kits (under Master card/ Visa or RuPay affiliation), which will be activated subsequently.

2.2 It is proposed to avail the services on end to end. Debit card Management/ Personalisation Activity and related Back Office functions, including Plastic procurement, Card personalization, procuring and printing of the collaterals, stuffing and handing over to courier company/ India post as per Bank directions.. The requirement and specifications are detailed in Part 4 – Functional


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Specifications and Deliverables.

2.3 The customers’ Application / Data files will be sent to the Service Provider for card production. The Data flow will be as under :

2.4 All Data files / Applications directly are sent to Service providers for card production by our Data Centre with multiple cut-offs, on a single day. The Service Provider shall forward the embossed / indent printed debit cards to the respective branches and PIN mailers to the customers or together (As per bank’s request Pins pertaining to the card holders of the Branches of a particular zone may be required to be dispatched in a single lot to the respective Zonal office, Vendor’s system should be required to print the pins in zone wise group) in an inactive form, as advised by the Bank from time to time. This file transmission may be once or multiple times in a day as per Bank’s choice.

2.5 The generation of PIN/ insta-pin mailers and despatch to Cardholders or to zonal offices/Branches as advised by the Bank from time to time, will be taking place from either Bank’s or Vendor’s premises. The Service Provider is required to make their own arrangements for necessary infrastructure / manpower etc., for this purpose.

2.6 i) Service Provider must establish a dedicated 24 X 7 call centre for answering customer / Branches queries and grievance regarding status of card and pin. Any complaint regarding non receipt of card, pin should be handled by the bidder from a centralised location. Call centre is also required to advise AWL number and date to the caller. In case of online tracking system is available with the logistic company selected by the Bank, service provider call centre will also provide delivery status of the card, by accessing tracking system of the logistic company. Accordingly they should provide the name & telephone number and e-mail address of the call centre/ of contact person.

ii) A dedicated web site where the branches / Zonal Offices can have access to know the status of their request , register their grievances should be provided by the service provider. The replies to the queries should be provided expeditiously through the web site.

iii. Selected Vendor will be required to prepare file for sending SMS alert after card dispatch/ Pin activation and hand over the same to the vendor identified by the Bank for sending SMS alerts. This file sending may be in batch mode for card dispatch or on line for Pin activation.

3. Eligibility of Bidder

3.1 The Bidder -

i) should be a VISA, MASTER CARD and NPCI(RUPAY) certified card

personalisation bureau/agency having thorough knowledge of various aspects of

debit / credit card operations.

OR

should have tie-up with service provider who has VISA, MASTER CARD and

NPCI(RUPAY) certification for card personalisation work, in case the bidder is not

having VISA, MASTER CARD and NPCI(RUPAY) certification in their name and


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card personalisation job is to be done through a third party service provider

engaged by them.

ii) should have at least Five years’ experience in Managing entire operations in

connection with outsourcing of Debit/Credit Card operations for a reputed Bank or

Financial institution issuing Debit cum ATM cards and or Credit Cards with VISA /

MASTER CARD /RUPAY logo. (Experience for management of EMV card of one

year only , with in overall experience of Five years, will also qualify.)

3.2 The Bidder or the third party personalisation bureau/ agency with whom the bidder

has entered or proposes to enter into service level agreement must have

capability and infrastructure to generate at least 30,000 cards or more per day for

the Bank, however the Bank will be under no obligation to provide the same on a

daily basis. In case Bank’s requirement increases, bidder should have the

capacity to increase the infrastructure, maximum with in three months for catering

Bank requirements

4. Cost of Bidding Document

The RFP is downloadable from the Website of the Bank. The interested

respondents may download the bidding document from the website of Bank of

India www.bankofindia.com.However a cost of Rs. 25,000/- ( Rupees Twenty Five

Thousand only) ,which is non-refundable is to be submitted in the form of pay

order/demand draft favouring “Bank of India, RFP for Debit Card Management”

payable at Mumbai at the time of submission of the proposal at Card Products

Department,4th floor, Bank of India Building, Near Hutatma Chowk, Fort, Mumbai-

400001.The bidder shall bear all costs associated with the preparation and

submission of the bid, and the Bank will in no case be responsible or liable for

these costs, regardless of the conduct or outcome of the bidding process.

Unsuccessful bidder’s bids will not be returned.

5. Contents of Bid Document

5.1 The services required, bidding procedures, and contract terms are prescribed in the Bid document. The Bid Document includes the following:

5.1 a) Part – 1: Invitation to Bid (ITB) 5.2 b) Part – 2: Instructions for Bidders (IFB) 5.2 c) Part – 3: Terms and Conditions of Contract (TCC) 5.2 d) Part – 4: Functional Spcifications and Deliverables (FSD) 5.2 e) Part – 5 Scope of the work. 5.2 f) Part – 6: Price, Time and Payment Schedule 5.2 g) Part – 7: Bid Forms 5.2 h) Part – 8: Prescribed Formats

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

5.3 The bidder shall not, without the Bank’s prior written consent, make use of any document or information enumerated in IFB clause 5.1 except for purposes of


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performing the Contract.

6. Clarification of Bid Document

6.1 A prospective Bidder requiring any clarification of the Bid Document may notify the Bank in writing / fax or through e-mail at the address indicated in ITB. However, Bank reserves the right not to reply all the mails received from the bidders except for the important points generally raised by all the bidders or as it deemed fit.

7. Amendment of Bid Document

7.1 At any time prior to the deadline for submission of bids, the Bank, for any reason, whatsoever , at its own initiative or in response to a clarification requested by a prospective bidder, may modify any term or condition of the Bid document by an amendment. Such amendments will be put on the website.

7.2 In order to allow prospective bidders reasonable time in which to take the amendment into account in preparing their bids, the Bank, at its sole discretion, may extend the deadline for the submission of bids. Such extension will be notified on the website.

8. Bid Form

8.1 The Bidder shall complete the Bid Forms and the Price Schedule furnished in the Bid Document.

9. Bid Prices

9.1 Prices quoted by the Bidder shall remain fixed during the Contract period and shall not be subject to any variation on any account, including exchange rate fluctuations, changes in taxes, duties, levies, charges etc. A Bid submitted with an adjustable price quotation will be treated as non-responsive and will be rejected. However if the cost of the Inputs are reduced by more than 20% or the market price of the product is reduced by more than 20%, Bank will have the right to re-negotiate the rates, after giving three months’ notice to the vendor.

9.2 Prices should be quoted both in words and figures. In case of any discrepancy in amount quoted in words and figures the price amount quoted in words will be taken into consideration.

10. Bid Currencies

10.1 Bids are to be quoted in Indian Rupees only.

11. Bid Security

11.1 The Bidder shall furnish, as part of its Bid, a Bid security of Rs. 50,00,000/- (Rupees Fifty Lacs only ). The Bid security shall be interest free, in Indian Rupees and shall be in one of the following forms:

i. Bank guarantee issued by a Public sector/ reputed private sector bank in India, acceptable to the Bank, in the form provided in the Bid, valid for 60 (sixty) days beyond the validity of the Bid , with additional 60 days claim period, as per specimen Form 2 in Part 7 of this document. (Note: Presence of restrictive clauses in the Bid Security Guarantee Form such as suit filed clause / clause requiring the Bank to initiate action to enforce the claim etc., will render the Bid non-responsive.)

OR


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ii. Banker’s Cheque / Demand Draft favouring Bank of India drawn on any nationalised bank or private bank acceptable to Bank of India, payable in Mumbai.

11.2 Any bid not accompanied by the Bid security as mentioned above, will be rejected by the Bank, as non-responsive.

11.3 Unsuccessful bidder’s bid security will be discharged or returned as promptly as possible but in any case within 60 (sixty) days from the date of expiry of the period of bid validity prescribed by the Bank.

11.4 Interest is not payable on the bid amount.

11.5 The successful bidder’s bid security will be discharged upon such bidder signing the Contract.

11.6 The bid security shall be forfeited in the following events:

If a bidder withdraws their bid during the period of bid validity specified by the bidder on the bid form

OR

If a bidder makes any statement or encloses any document which turns out to be false / incorrect at a later date

OR

In the case of a successful bidder, if the bidder fails to sign the Contract within the stipulated period.

12. Period of Validity of Bids

12.1 Bid shall remain valid for a period of 180 (one hundred eighty) days from the date of opening of the technical bid. The Bank shall reject a bid valid for a shorter period as non-responsive.

12.2 In exceptional circumstances, the Bank may solicit the Bidders’ consent to an extension of the period of validity. The request and the responses thereto shall be made in writing. The Bid security provided shall also be suitably extended. A Bidder may refuse the request without forfeiting its Bid security.

13. Signing and Submission of Bid

13.1 Participation in the bidding process implies participant’s consent to all the terms and conditions and other requirements contained in any part of the bid document.

13.2 The Bid shall be typed or written in indelible ink and shall be signed by the Bidder or person or persons duly authorised to bind the Bidder to the Contract. The person or persons signing the Bids shall initial all pages of the Bids.

13.3 Any alterations, interlineations, erasures, or overwriting shall be valid only if they are authenticated by full signature of the person signing the Bids.

13.4 Each bid should be submitted in two parts, as mentioned below:

13.4.a) The bidder shall wax seal the “Technical Bid” and “Financial Bid” in two separate envelopes.

13.4.b) The envelope containing Technical Bid shall be marked “TECHNICAL BID for Outsourcing of Debit Card Management”.

13.4.c) The envelope containing Financial Bid shall be marked “FINANCIAL BID


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for Outsourcing of Debit Card Management”.

13.4.d) The two bids shall be put in a third outer envelope and wax sealed. This envelope shall bear the legend “Bid for Outsourcing of Debit Card Management”.

13.4.e) All the three Bid envelopes shall bear Bank’s address given in section 4 of Part 1 (ITB) and each should bear the Bidder’s name and full address.

13.4.f) Any bid envelope not bearing the prescribed legends or Bidder’s and Bank’s name and address will render the bid invalid.

13.5 If the envelopes are not sealed and marked, the Bank will assume no responsibility for the Bid’s misplacement or premature opening.

13.6 Documents to be put in Envelope containing Technical Bid are:

13.6.a) Bid Form in the format provided in Part 6 of this Bid Document.

13.6.b) Additional Information on Company’s letterhead as per specimen provided in Part 7 – Form 3, of this document.

13.6.c) Copy of the un-expired, certification from VISA,MASTER CARD International and NPCI as per item 3.1.of Part–2.

OR

Documentary proof of the tie up with Card Personalisation Bureau/ Agency, with copy of their un-expired VISA MASTER CARD and NPCI certification as per clause 3.1.of Part-2.

And

i. A bank-wise / Institution-wise summary of ATM / Debit Card / Credit Card personalized other debit/ credit card operations carried out during the last 5 years for magstripe cards and past one year for EMV cards, incorporating following details: Names of the Banks / Institutions Number of ATM, Credit Card and Debit Cards, EMV chip cards handled

so far with institution wise and year-wise break-up (separate figures for ATM, Credit and Debit cards), with average monthly volume

Details of other services provided with respect to the ATM / Debit / Credit Card management

And

ii. Undertaking to

a. deposit the necessary registration fees with the Bank for registration with Master Card, VISA and NPCI to be a third party service provider to the Bank

b. pay necessary renewal fee to the Bank for the Registration with MasterCard/VISA/NPCI to be a third party service provider to the Bank.

c. comply with all such mandates as prescribed by Master Card , VISA and NPCI from time to time to be a third party service provider to the Bank

d. execute all such necessary agreements/ documents as prescribed by Master Card ,VISA and NPCI from time to time to be a third party service provider

And

iii. Referral Letters from the client Banks / Institutions clearly stating the nature


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of jobs handled by the bidder for the Bank / Institution and Name of the contact person at these Banks / Institutions with Designation, Postal Address, Contact Phone and Fax numbers, E-Mail IDs, etc.

13.6.d) Addresses of the Centres where infrastructure facilities exist should be furnished. Centre-wise detailed list of make, model, year of manufacture of equipment / machinery with installed capacity in terms of number of Cards that could be processed per day as well as operating system(s), RDBMS(s) and application software should also be furnished, to the extent available, with the technical bid. In any case full details would be required to be furnished before execution of contract. A relevant document or self-certification furnishing the card personalisation capability with regards to eligibility term should also be furnished.

The Bank reserves right to inspect such installation/s while evaluating the Technical Bid. The Bidder has to bear all the cost for such inspections.

13.6.e) Details of disaster recovery / business continuity plan of the company and address of the alternate site for data storage and set-up is to be provided by the bidder as a separate annexure.

13.6.f) Proposal Form (FORM 1 in Part – 7) completed and duly signed by the bidder.

13.6.g) Bid Security of Rs.50,00,000/- (Indian Rupees Fifty lacs only) as per item 11 of Part – 2.

13.6.h) Details of the subcontracting should be provided if any of the processes involved in Card management, is sub-contracted to other service provider.

13.6.i) Any other document bidder wishes to produce in support of the facts in the bid submitted by it.

Note: 1. Any Technical Bid not containing any of the above documents will be

rejected. 2. Any Technical Bid containing any price information will be rejected.

13.7 Envelope containing Financial Bid should have the following documents:

13.7.a) Bid Form in the format provided in Part 6 of this Bid Document.

13.7.b) Price Schedule – Part 5.

14. Deadline for Submission of Bids

14.1 Proposals must be received by the Bank at the address specified in section 4 of

ITB, not later than 1600 hours (4.00P.M) on 26/04/2014

14.2 Bidders submitting the bids through postal / Courier services should ensure that the bids are received in Bank’s office well before the deadline set for the same.

14.3 The Bank may, at its discretion, extend this deadline for the submission of Bids by amending the Bid Documents, in which case, all rights and obligations of the Bank and Bidders previously subject to the deadline will thereafter be subject to the deadline as extended.

15. Late Receipt of Bids

15.1 Any Bid received by the Bank after the prescribed deadline for submission of Bids, will be rejected and returned unopened to the Bidder.


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16. Modification and Withdrawal of Bids

16.1 The Bidder may modify or withdraw their Bid, provided they send a written notice of the modification, including substitution or withdrawal of the Bids and it is received by the Bank, before the deadline prescribed for submission of Bids.

16.1.a) The Bidder’s modification or withdrawal notice shall be prepared, sealed, marked and dispatched to the Bank in the same way of the bid to the address mentioned in Bank’s address given in section 4 of Part 1 (ITB) and each should bear the Bidder’s name and full address.

16.2 No Bid shall be modified after the deadline for submission of Bids.

16.3 No Bid shall be withdrawn in the interval between the deadline for submission of Bids and the expiry of the period of Bid validity specified by the Bidder on the Bid Form. Withdrawal of a Bid during this interval shall result in the forfeiture of its Bid security.

17. Opening of Bids by the Bank

17.1 The Bank will open all Technical bids in the presence of Bidders’ representatives who choose to attend, at the time, on the date, and at the place specified in ITB.

17.2 The Bidders’ names, bid modifications or withdrawals and the presence or absence of requisite bid security and such other details as the Bank at its discretion may consider appropriate, will be announced at the time of opening of bids. No bid shall be rejected at this stage, except for late bids, which shall be returned unopened to the Bidder.

17.3 Bids (and modifications sent) that are not opened at Bid Opening shall not be considered further for evaluation, irrespective of the circumstances. Withdrawn bids will be returned unopened to the Bidders.

18. Preliminary Examination

18.1 The Bank will examine the Bids to determine whether they are complete, required security has been furnished, the documents have been properly signed, and the Bids are generally in order. Bids signed by agents shall be treated as non-responsive.

18.2 The Bank may waive at its sole discretion any minor infirmity, 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 Bidder. Bank’s decision in this respect shall be final and binding on all the bidders.

18.3 Prior to the detailed evaluation, the Bank will determine the substantial responsiveness of each Bid to the Bid Document. For purposes of these Clauses, a substantially responsive Bid is one that conforms to all the terms and conditions of the Bid Document without material deviations. Deviations from, or objections or reservations to critical provisions, such as those concerning Bid Security, Applicable Law and Qualification Criteria will be deemed to be a 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.

18.4 If a Bid is not substantially responsive, it will be rejected by the Bank and may not subsequently be made responsive by the Bidder by correction of the nonconformity.

18.5 Only those bidders whose technical bids have been found substantially responsive would be intimated by the Bank about their responsiveness. The


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Financial Bids would then be opened in the presence of the technically responsive bidders’ representatives on a specified date and time to be intimated to the respective bidders.

19. Clarification of Bids

19.1 During evaluation of the Bids, the Bank, at its discretion, may ask the Bidder for clarification of its Bid. The request for clarification and the response shall be in writing, and no change in the prices or substance of the Bid shall be sought, offered, or permitted.

20. Opening of Financial Bids After evaluation of Technical Bid, Bank shall notify the Bidders whose Technical

Bid has been considered acceptable by the Bank indicating the date, time and place for opening of the financial Bids in the presence of Short listed bidders.

21. Evaluation and Comparison of Financial Bids

21.1 The Bank will evaluate and compare the Financial Bids that have been determined to be substantially responsive.

21.2 If there is a discrepancy between words and figurers, the price in words will prevail. If the bidder does not accept the price in words its bid will be rejected, and its bid security shall be forfeited.

21.3 The Bank’s evaluation of a Financial Bid will take into account, in addition to the Bid price quoted, one or more of the following factors:

21.3.a) deviations in time specified for rendering each of the services covered under the bid;

21.3.b) deviations in payment schedule from that specified;

21.3.c) other specific criteria indicated in the Bid and / or in the Technical Specifications

21.4 For factors retained in the bid, one or more of the following quantification methods will be applied: 21.4.a) Deviations in Time Schedule (Part 5):

Services covered under this document are to be rendered within the time specified for each activity; Penalty @ 5% % of the bid price per day up to 2 days and 10% per day after two days delay will be added for bids offering delayed services. No credit shall be given for early performance.

21.4.b) Deviations in Payment Schedule (Part 5):

If the bid deviates from the payment schedule prescribed in the Financial Bid and if such deviation is considered acceptable to the Bank, the bid will be evaluated by calculating notional interest earned @ 15% p.a. on estimated monthly payment for any early payment involved in the terms outlined in the bid as compared to those stipulated in the bid document and proportionately apportioned to the prices.

22. Contacting the Bank

22.1 No bidder shall contact the Bank on any matter relating to its bid, from the time of opening of bid to the time the contract is awarded.

22.2 Any effort by a Bidder to influence the Bank in its decisions on Bid evaluation, Bid


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comparison or contract award, shall result in disqualification of the Bidder.

23. Notification of Award

23.1 Prior to expiry of the period of Bid validity, the Bank will notify the successful Bidder in writing or by e Mail and or by Fax that their Bid has been accepted.

23.2 The notification of award will constitute the formation of the Contract.

23.3 Upon the successful Bidder’s signing the contract, the Bank will promptly notify each unsuccessful Bidder and will discharge its Bid security.

24. Signing of Contract

24.1 At the same time as the Bank notifies the successful Bidder that its Bid has been accepted, the Bank will send the Bidder the Contract Form incorporating all agreements between the parties.

24.2 Within seven (7) days of receipt of the Contract Form, the successful Bidder shall sign and date the Contract and return it to the Bank.

24.3 Failure of the successful Bidder to comply with the requirement of Clause 23.2 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 Bidder or call for new Bids.

24.4 The RFP would bind neither the Bank in any contract nor it an offer of an assignment/contract. The Bank reserves the right to accept any bid/ proposal or reject any or all the bids/ proposals received in response to the RFP and to cancel the entire process at any time prior to award of the assignment/contract, without thereby incurring any liability to the affected respondent/s.

24.5 Successful bidders will be required to furnish performance security of Rs.1,00,00,000.00 (Rupees One Crore Only), to be annually renewable so that it will be valid for the entire Contract period ,in the form of Bank Guarantee of a public sector Bank/ reputed private sector/ foreign Bank as per the Banks requirement at the time execution of SLA. Note:Not withstanding anything said above, the Bank reserves the right to reject / award the contract to any vendor or cancel the entire process without assigning reasons thereto.


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Part 3 - Terms and Conditions of Contract (TCC)

This part postulates, in broad terms, the conditions of contract. Nuances shall be the subject matter of discussions and consultation between the Bank and the successful bidder and points emerging out of such consultation shall form part of the SLA.

1. Definitions

In this Contract, the following terms shall be interpreted as indicated:

1.1 “The Bank” means Bank of India, including its Head Office, Zonal Offices, Training Centre, Branches and other establishments of Bank of India, who will be outsourcing ATM / Debit Card Personalization and related services;

1.2 “CPD” means Card Products Department

1.3 “The Service Provider” means the successful Bidder.

1.4 “The Contract” and “The Agreement” both mean the Service Level Agreement (SLA) which will be entered into between the Bank and the successful bidder

1.5 “The Contract Price” means the price payable to the Service Provider by the Bank under the Agreement for the full and proper performance of its obligations

1.6 “Services” means all the functions related to Debit card personalisation and PIN generation including data entry, scanning, data processing, stuffing the envelopes, dispatch, hot-listing / cancellation of cards, addition / deletion of secondary accounts, record maintaining, providing MIS and other information as required by the Bank or any statutory authority including Reserve Bank of India and Government of India or any State Government etc.;

1.7 “ITB” means Invitation to Bid (Part – 1 of this document)

1.8 “IFB” means Instructions for Bidders (Part – 2 of this document)

1.9 “TCC” means the Terms and Conditions of Contract (Part – 3 of this document)

1.10 “FSD” means the Functional Specifications and Deliverables (Part – 4 of this document)

1.11 “Price Schedule” means Price, Time and Payment schedule (Part – 5 of this document).

Bid Document means this document consisting of 7 parts viz., (i) ITB, (ii) IFB, (iii) TCC, (iv) FSD, (v) Price Schedule (vi) Bid forms (vii) Prescribed Formats.

2. Use of Contract Documents and Information

2.1 The Bidder shall not, without the Bank’s prior written consent, disclose the Agreement, or any provision thereof, or any specification, plan, drawing, pattern, sample, specimen or information furnished by or on behalf of the Bank in connection therewith, to any person other than a person employed by the Bidder in the performance of the Contract. Disclosure to any such employed person shall be made in confidence and shall extend only so far that may be necessary for purpose of such performance.

2.2 Any document, other than the Agreement itself, enumerated in IFB clause 5.1


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shall remain the property of the Bank and shall be returned (in all copies) to the Bank on completion of the Service Provider’s performance under the Agreement, if so required by the Bank.

3. Payment

3.1 Payment shall be made in Indian Rupees, on monthly basis in the first week of every month for the services rendered during the previous month as per the Agreement on submission of commercial invoices.

4. Prices

4.1 Monies payable to the Service Provider as quoted in the Price Schedule shall be firm and not subject to adjustment during performance of the Contract, irrespective of reasons whatsoever, including exchange rate fluctuations, changes in taxes, duties, levies, charges, etc. All prices will be valid during the currency of the Agreement. However if the cost of the Inputs are reduced by more than 20% or the market price of the product is reduced by more than 20%, Bank will have the right to re-negotiate the rates, after giving three months’ notice to the vendor.

5. Penalty for non-adherence to the Time Schedule

5.1 The time schedule for each item of deliverables is specified in Part – 4 Functional Specifications and Deliverables of this document. Service Provider shall be responsible for maintaining and providing necessary reports for the activities outsourced by the Bank under the project. In case of any delays Bank will levy penalty @ 5% per day up to two days and after that 10% per day, beyond the agreed time schedule and recover the same from the amount payable to the Service Provider pertaining to the delayed portion (each item)of the activity.

6. Agreement Period

6.1 The Bank proposes to enter into an Agreement with the Service Provider for a initial period of Five years, with options to further extend the same on yearly basis (maximum two such extensions) for availing the services specified in Part 4 – Functional Specifications and Deliverables of this bid document.

7. Assignment

7.1 The Service Provider shall not assign to any third party, in whole or in part of their obligations to perform under the Contract, except with the Bank’s prior written consent.

8. Subcontracts:

8.1 The Service Provider should advise the Bank in writing about all the subcontracts that have been already awarded with complete details such as the activity, function, agency with whom they entered into sub contract, period of contract, etc.

8.2 The Service Provider shall attach a certified copy of the agreement of the subcontract already entered into with each of the agencies/ firms/ companies to the Bank.

8.3 In case the service provider intends to enter into sub contract regarding any activity or function during the currency of the contract, they should inform the Bank in writing the activity and or functions for which they want to enter into subcontract for prior approval.

8.4 The service provider has to submit a copy of the agreement of the subcontract to the Bank for prior approval.

8.5 Any subcontract that has already been entered into or to be entered into by the


Page No. 17

service provider shall not relieve the Service Provider from any liability or obligation under the Agreement.

8.6 All Subcontracts already entered into or to be entered into by the service provider must comply with the provisions of TCC.

9. Out sourcing

9.1 The Bidder should notify in the bid document the activities and or functions that they have already outsourced or propose to outsource in the technical bid document and the names of the agencies/ companies with complete details such as the activity, function, agency with whom they entered into for outsourcing, period of contract, etc.

9.2 The Service Provider shall attach a certified copy of the agreement of the outsourcing already entered into with each of the agencies/ firms/ companies to the Bank.

9.3 In case the service provider intends to enter into outsource regarding any activity or function during the currency of the contract, they should inform the Bank in writing the activity and or functions for which they want to outsource for prior approval.

9.4 The service provider has to submit a copy of the agreement of the outsourcing to the Bank for prior approval.

9.5 Any outsourcing activity that has already been entered into or to be entered into by the service provider shall not relieve the Service Provider from any liability or obligation under the Agreement.

9.6 All outsourcing already entered into or to be entered into by the service provider must comply with the provisions of TCC.

10. Force Majeure

10.1 Notwithstanding the provisions of TCC, the Service Provider shall not be liable for any penalties as per clause 5 above, for default if and to the extent that its delay in performance or other failure to perform its obligations under the Agreement is the result of an event of Force Majeure,

10.2 For the purposes of this clause, “Force Majeure” means an event beyond the control of the Service Provider and not involving the Service Provider’s fault or negligence and not foreseeable like earthquakes, epidemics, war, fire, revolution, riots, natural disaster, acts of God.

10.3 If a Force Majeure situation arises, the Service Provider shall promptly notify the Bank in writing of such condition and the cause thereof. Unless otherwise directed by the Bank in writing, the Service Provider shall continue to perform its obligations under the Agreement as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event.

11. Taxes and Duties

11.1 Service Provider will be entirely responsible for all applicable levies, charges, license fees, royalties etc., except the service tax (if applicable) payable as per the existing laws, in connection with Services Outsourced by the Bank.

12. Income / Corporate Taxes in India:

12.1 The Service Provider shall be liable to pay all corporate tax, income tax and any other tax that shall be levied according to the laws and regulations applicable from time to time in India. The Bank’s liability is restricted to the payment of charges to the Service Provider as per SLA.


Page No. 18

12.2 Wherever the laws and regulations require deduction of any taxes at the source of payment, the Bank shall effect such deductions from the payment due to the Service Provider. The Bank shall remit such monies to the competent authority and furnish certificate of deduction as provided in the relevant law under which such deductions are made.

12.3 The Service Provider’s staff, personnel and labour will be liable to pay personal income taxes in India in respect of such of their salaries and wages as are chargeable under the laws and regulations for the time being in force, and the Service Provider shall perform such duties in regard to such deductions thereof as may be imposed on him by such laws and regulations.

13. Service Provider Integrity:

13.1 The service provider shall use / procure only properly licensed software for carrying out its obligations under the agreement.

13.2 The Service Provider is responsible for and obliged to conduct all contracted activities in accordance with the agreement using state-of-the-art machinery and economic principles and exercising all means available to achieve the performance specified in the agreement.

14. Service Provider’s obligations:

14.1 The Service Provider is obliged to work closely with the Bank’s staff, act within its own authority and abide by directives issued by the Bank in executing the contract / the Agreement. The Service Provider shall follow industry ‘Best Practices’.

14.2 The Service Provider 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 Service Provider’s negligence. The Service Provider will pay all indemnities arising from such incidents and will not hold the Bank responsible or obligated.

14.3 The Service Provider is responsible for managing the activities of its personnel or sub-contracted personnel and will hold itself responsible for any misdemeanours, and Bank shall not be responsible for the conduct of Service Provider’s employees or they shall not be treated as employed by the Bank directly or indirectly under any circumstances.

14.4 Cardholder data is a valuable asset and property of the Bank. Under no circumstances shall the Service Provider disclose, publish, part with, sell or make it available to any other third party, except its own employees who are required to handle this information in the normal course of their duties. Service Provider shall allow access to such employees to only that portion of the data, which is required by them to discharge their duties. It is obligatory for the Service Provider to ensure complete confidentiality by its employees. Suitable clauses will be incorporated in the SLA governing maintenance of confidentiality and secrecy of cardholder data made available to and resting with the service provider.

14.5 Service Provider shall enter into a detailed Service Level Agreement (SLA) valid for Five years covering all “Terms and Conditions of Contract” and the provisions in the section “Instructions for Bidders” and such other terms and conditions as may be considered necessary and appropriate.

14.6 Service Provider will allow the authorised officials of the Bank to inspect the card personalisation bureau (whether managed by them or outsourced), any of its offices or any other manufacturing set-ups or establishments, and any records pertaining to the work mentioned in SLA during office hours with prior notice.


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14.7 Service Provider will be responsible for arranging secured transmission of

Card related data files from various centres as per PCI-DSS norms, transmission of data to the Switch, receiving and submitting various MIS reports etc.

14.8 Service Provider shall promptly provide any information relating to the outsourced work as may be required by the Bank from time to time.

14.9 Service Provider shall provide to the Bank two sets of milestone backup of entire database on DAT tapes at the end of every month.

14.10 Service Provider should have a well-defined business continuity and disaster recovery plan in place. Details of such plans should be provided in the bid.

14.11 The Service Provider shall give an undertaking to comply with and abide all byelaws, rules, policies, operating guidelines and procedures and mandates laid down by Master Card , VISA and NPCI regulations from time to time

14.12 In case Service Provider has to be registered under Master Card/ VISA/ NPCI as

third party service provider to the Bank, it agrees that such registration shall be facilitated through the Bank and the fee for such registration and its renewals shall be borne by the Service provider.

14.13 Service Provider shall execute all such necessary agreements/ documents as

prescribed by Master Card ,VISA and NPCI from time to time. 14.14 The Service Provider shall outsource the Personalisation and Card Printing

activities to only such agency/ Company who are already accredited with Master Card , VISA and NPCI and their permission/ license is in force as on the date of submission of the bid. The Service Provider further agrees that all charges pertaining to such registration and renewals of the Personalisation Agency/ Bureau shall be settled by the Service Provider or the Agency (Bureau) as per the terms of the Contract between the parties during the currency of contract and SLA.

14.15 Wherever any mandate of MasterCard ,VISA and NPCI requires the Bank to abide by such mandate and requires incurring expenditure solely on account of the Service Provider rendering their services to the Bank, the Service Provider has to reimburse such amounts to the Bank from time to time. Under no circumstances the Bank will incur any expenditure other than the price amount quoted by the successful bidder whether to secure any registration, license or any other requirement stipulated by MasterCard/VISA/NPCI or any Payment Card Industry norms or any statutory authority solely to secure the services of the Service provider. All such expenses need to be reimbursed to the Bank by the Service Provider in case the Bank pays the same on behalf of the Service provider.

14.16 Service Provider should furnish the necessary information in required format to the proposed call centre as frequently as required.

14.17 Service provider should get the activities and or functions audited from time

to time as per the requirements of the Bank, VISA and Master Card, and NPCI Reserve bank of India. Or any other agencies required by Bank. Cost of such audit should be borne by the service provider throughout the period of agreement.


Page No. 20

14.18 Where the Bank is required to indemnify MasterCard/VISA/NPCI for any

action/omission/commission on the part of the Service Provider and/or his agent and the Bank is required to indemnify the loss to MC/VISA/NPCI, the Service Provider, in turn, indemnifies the Bank against such eventualities and makes good the loss to the Bank. The Service Provider will also be liable for any Civil or Criminal proceedings against the Bank by any third party aggrieved for deficiencies in service that are attributable to the Service Provider

15. Patent Rights:

15.1 In the event of any claim asserted by a third party of infringement of copyright, patent, trademark, industrial design rights, etc., arising from the use of the hardware / software in India by the Service Provider in fulfilment of its obligations under the contract, the Service Provider shall act expeditiously to extinguish such claim. If the Service Provider fails to comply and the Bank is required to pay compensation to a third party resulting from such infringement, the Service Provider shall be liable to compensate the Bank for all such payments made including all expenses, court costs and lawyer fees etc. The Service Provider shall indemnify and keep the Bank indemnified in this connection. The Bank will give notice of any such claim to the Service Provider without delay and Service Provider shall reimburse such monies expeditiously.

16. PIN related Work

16.1 The work of PIN generation, PIN mailer Printing and dispatching it to the Branches or as advised by the Bank from time to time(either directly to the customer or through identified offices in bulk) should be carried out by the Service Provider from the Bank’s Premises. Bank will make arrangement for the necessary space required for the purpose (for installation of HSM and sitting of Service Provider’s staff), if it is to be printed at Bank’s premises. However if Insta-Pins are printed at Bank’s premises and dispatched to service provider’s premises for being stuffed with the cards (in Insta-Pins we are sending Card and Pin together in an inactive form) , dispatch of Insta-Pin from HSM site to card stuffing site will be the responsibility of the service Provider and Bank will not pay any charges for that (presently we are working with Insta-Pins only for personalized cards as well as ready kits). Service Provider will be fully responsible for the integrity and antecedents of their staff. Service Provider will be responsible to adhere to PCI-DSS norms in the Pin Printing area. The Bank will reimburse the courier charges or postages on actual basis (or pay directly to courier co.). Courier agency shall be appointed by the Bank. Service Provider should use Hardware Security Module (HSM) for PIN generation. Accordingly the bidder should provide necessary infrastructure to take care of this activity. Selected Service Provider will be responsible for stuffing of these Pin mailers individually or in separate packets as per Bank’s requirement and hand them over to courier company. Keep a record of such despatches and will hand it over to the Bank. If the Bank decides to send pins through any other electronic modes and the system of Pin


Page No. 21

printing is discontinued, bank will give only one month’s notice to the service Provider and service provider will not be entitled for any compensation on this issue.

16.2 Mode and means of dispatch of the Debit Cards and the PIN mailers will be

at the sole discretion of the Bank. The Bank may decide to engage the services of Indian Postal authority and or courier service as they deem fit. Bank will have the discretion to change the mode and means of dispatch of the debit cards and the PIN mailers and Bank’s decision will be binding upon the service provider.

16.3 Service Provider will be liable to submit required Periodical MIS reports to the Bank as per Banks requirement at no extra cost, there system should be capable of generating such reports, accurately and quickly.

16.4 Service Provider will be liable for any new development as required by the regulator (RBI) or GOI/ IBA or any other statutory body in the country, at free of cost i.e without additional charges to the bank . However if Bank requires any new development for improving the efficiency of the system,, commercial for such extension of the activities will be decided as per mutual negotiation. since these developments will be statutory in nature and will have to be carried out with in the stipulated time frame, Vendor will not withheld these developments for commercial finalisation, which will be carried on simultaneously.

17. Welcome Kits and Non Personalised Cards

17.1 The Bank is providing Welcome Kits to the new customers along with cheque books etc. Service Provider shall personalise cards, from the data received in which the account numbers of the prospective customers will be printed in the cards and hand it over to the concerned department of the bank, as per the request received from the bank.

17.2 Non Personalized Card: The Service Provider shall maintain sufficient stock of Non Personalised card to be despatched to Zones as per their request.

18. Blank Plastics and Stationery requirements:

18.1 The bank has decided to outsource Card Management, End to End. The Service Provider shall be required to place order for plastics and collaterals ,maintain sufficient stock of blank plastics/ collaterals for at least 75 days consumption to meet out any disruptions in supply. The Service Provider shall be required to make arrangements for safe keeping of the plastic and collaterals in their premises as per the standards laid down by VISA International MASTER CARD Global and NPCI in this regard .Service provider should maintain proper records. Bank reserves the right to inspect such records periodically.

18.2 The Service Provider shall also arrange to print and maintain sufficient


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stock of stationery (minimum for 75 days consumption), as listed in Part 4 – group G

19. Software, Hardware, Peripherals and other infrastructure 19.1 All the operating systems, application software, hardware, printers, other

peripherals, security modules like HSM, any other equipment needed for encryption and decryption of data, dial up connections or any other infrastructure required for transmission of data files – required for Debit Card Personalisation and other related work – in a secure way between Bank’s establishments at various centres and Service Provider’s premises, envelopes, PIN mailers and anything else required for meeting Service Provider’s obligations – except the courier charges as above and office space for PIN generation and PIN mailer printing – shall be the sole responsibility of the Bidder. If bidder expects anything else other than the courier charges on actual basis and office space to be provided by the Bank, such requirement must be made clear in the bid. Bank may at its sole discretion agree or disagree to provide for these requirements.

19.2 Bank’s decision shall be final. Should the Bank decide against such a request, it shall be Service Provider’s responsibility to provide such requirement at no extra cost to the Bank.

20 Existing Card Database

Bank will hand over the existing Card Data to the Service Provider. Service Provider will be responsible to take over the entire data from existing Service provider from their location at no extra cost. Conversion of data from the existing format to the format suitable for the software to be used by the Service Provider and/or any development related with the file format conversion or any other related work according to switch requirements for existing as well as new products/ services/up gradation of existing products/ services, being introduced by the Bank in future will be vendor’s responsibility (this includes any fee payable to switch vendor or any other agency) shall be Service Provider’s responsibility. No additional cost will be paid by the Bank for the same.

Bank shall simply advise the existing service provider to hand over the data in the existing format. The selected service provider should co-ordinate with the existing service provider and will be required to answer any queries relating to the cards issued in the past from such data, and will complete the process of data migration with in the stipulated time frame. Required programs shall be developed / procured by the Service Provider at their own cost.

Similarly selected Vendor will be fully responsible to co-ordinate and

co-operate with the new vendor, in case new vendor takes over the job after termination or expiry of the contract and shall provide the required data to new vendor with in the stipulated time frame without any cost.

21 Resolution of Disputes


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21.1 The Bank and the Service Provider shall make every effort to resolve any

disagreement or dispute arising between them under or in connection with the SLA amicably by direct informal negotiation.

21.2 If, after 30 (thirty) days from the commencement of such informal

negotiations, the Bank and the Service Provider have been unable to resolve any dispute amicably, either party may request that the dispute be referred for resolution to the formal mechanisms specified below.

21.3 The dispute resolution mechanism to be applied shall be as follows: 21.4 In case of dispute or difference arising between the Bank and a Service

Provider relating to any matter arising out of or connected with the agreement to be entered into, such disputes or difference shall be settled in accordance with the Arbitration and Conciliation Act, 1996. The arbitration tribunal shall consist of one arbitrator, who will be appointed by the Bank and the Service Provider. In case of failure of the Bank and the Service Provider to reach upon a consensus within a period of 30 days for the appointment of the Arbitrator, the matter shall be referred to the Hon. Chief Justice of High Court of Bombay for nominating the Arbitrator.

21.5 Arbitration proceedings shall be held at Mumbai, India, and the language of

the arbitration proceedings and that of all documents and communications between the parties shall be English.

21.6 The decision of the Arbitrator shall be final and binding upon both parties. 21.7 The cost and expenses of Arbitration proceedings will be paid as

determined by the arbitration tribunal. The expenses incurred by each party in connection with the preparation, presentation, etc., of its proceedings shall be borne by the party concerned. However the fees and the expenses paid to the Arbitrator shall be borne and shared equally by the Bank and the Service Provider.

22 Termination

The agreement with the service provider shall be valid for a period of Five years (with option to further extend the same for two more years). However the same can be terminated by Service Provider after giving minimum 9 months’ notice, during this period service provider will extend all the co-operation to the Bank for migration of the activity to new vendor, if due to any unavoidable circumstances this migration exercise could not be completed within that stipulated nine months, Service Provider will not unilaterally disrupt the activity and will further extend this service at no extra cost so that Bank will be able to migrate to new vendor without affecting it’s customer services. Bank will have the right to terminate the contract by giving 3 months’ notice to the Service Provider. Terms and conditions of such a termination shall be mentioned in the agreement separately.


Page No. 24

23. Additional Commercials for any new Development: Bank will not pay any

additional commercials, for any new development, related with any new product (this additional development cost will be covered by the payment for additional business volume of that new product). Any new development with in the existing products or features will be payable after mutual negotiation, however, while quoting the rates vendor will discount the savings , which will accrue to them by reducing/redeployment of existing manpower or any other resources.

Bank may ask the vendor to stuff any other promotion leaflet/s with the

cards/pin mailers. Cost of these leaflets and its dispatch to vendor’s premises will be Bank’s responsibility; however stuffing will be done by vendor, without any additional cost.

24.Bank will not pay any additional fee for development/ migration of existing

products/features . It will be responsibility of the new vendor to develop and provide existing Products/features.

25.Governing Language The governing language of the Bid and subsequent Contract and the

Agreement shall be English. 26.Notices

The following shall be the address of the Bank for serving the notice;

Bank’s address for notice purposes: The Asst. General Manager, Bank of India, Head Office, Card Products Department, Bank of India Bldg, 4th Floor, 70/80 Mahatma Gandhi Road, Near Hutatma Chowk, Fort, Mumbai 400 001 Phone No: 022 22682032 Fax No: 22682043

Suppliers address for notice purposes (To be filled in by the Supplier) __________________________________________ __________________________________________ __________________________________________

A notice shall be effective when delivered before or on the stipulated last date of notice.

27. Applicable Law

The Contract shall be interpreted in accordance with the laws of the Union of India and the Service Provider shall agree to submit to the courts under whose


Page No. 25

exclusive jurisdiction the Head Office of the Bank falls.

28. Bank’s Right to Accept or Reject Any Bid

a. The Bank reserves the right to accept or reject any or all the bids received in response to the ITB without assigning any reasons, and to cancel the entire process at any time prior to awarding of contract at its sole discretion, without incurring any liability to the bidders.

b. The Bank shall neither be bound to offer any reasons for such acceptance

/ rejection nor entertain any correspondence with the unsuccessful bidders in this matter.

29. Disclaimer

The ITB shall neither bind the Bank in any contract nor is it an offer of a contract.


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Part 4: Functional Specifications and Deliverables (FSD)

This part provides, in broader terms, the requirements of the Bank. Detailed procedural aspects for various activities shall be finalized by the Service Provider in consultation with the Bank.

The solution should support all of the following variants

Personalised card with UID,Arthia code etc as per Banks requirement

Non personalised card

Personalised card ( account number ) In addition to the above list as per the Banks’ requirement ( any new product /card scheme ) should not result in major change / customization, and should be feasible to be handled through configuration/parameter change. In case if any of the card schemes come with additional information in the track details for card preparation, service provider should do the necessary changes without any additional cost.

Group – A: Personalization of New Cards (from Data Files)

Receiving Card Holder details (Data Files) from our Data Centre at the defined

intervals

Sending acknowledgement for the data file received to the Bank team

Processing the aforesaid data files for generating files for indent printing / embossing /

encoding of cards (with CVV1 and discretionary track data), uploading data in switch

& printing of PIN mailer.

Sending accepted and rejected data, back to CBS, so that Branch officials can be in a

position to know the status of their request.

Sending data pertaining to cards prepared to CBS for sending SMS to customers.

MIS report regarding branch wise daily card data received ( total request , accepted

and prepared , in case rejected ,reason for rejection ) needs to be sent to individual

branches by an automatic mail after uploading the same in card management system

Service provider should provide utility using which branches can send the photos and

prepare photo cards centrally. They needs to have proper mechanism to map the

photo of the customer with his account number properly .( photo will be coming on

separate channel , card details will be thru CBS )

Indent Printing / Embossing / encoding of / Debit Cards

Printing ( colour with Bank’s logo and with or without photo of the card )of forwarding

letter, including cost of the paper to cardholder as per Bank provided sample.

Pasting of Debit Card to the welcome letter BY AUTOMATIC MODE ONLY.

Supply of window envelope – size: 229 mm X 114 mm, 90 GSM paper, MULTIPLE

colour printing as per approved design.

Stuffing of welcome letter, terms and conditions, brochure, card paper pouch and any

other promotional/publicity material supplied by the Bank (ONLY STUFFING, cost of

these leaflets for promotion/publicity will be borne by the Bank)with the card in

window envelopes with inserts.

Dispatching the customer wise envelopes, in centre wise lots, to our Offices in various

centres with printed packing lists in duplicate as well as soft copy through e-mail.


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Packing lists to mention the Reference Number of data files sent by the branch /

Zone.

Branch wise lists of card accepted and cards rejected needs to be updated in CBS as

per the CBS format (where the data could not be processed for any reason) also mail

to be sent to branches ( list of rejected data pertaining to that Branch only) and

consolidated list to Zones (pertaining to that zone only)and CPD as aforesaid

mentioning the reason for rejection.

Integration and uploading Card dispatch status with Bank’s FINACLE system, on daily

basis, so that Branches may know the application status.

Printing and Dispatching PIN Mailers to customers along with list of the PIN Mailers

sent marked to respective branches (proforma to be approved by us). Dispatching

Insta-Pins with the cards.

Generation of Data Files for uploading in Switch and transmitting the same to the

Switch location. PIN Mailers to be released only after receiving confirmation from the

Switch that data has been uploaded in the switch.

Permitted time for despatch of cards from the date of receipt of data – 2 working days

Group – B: Personalization of New Cards (from Application Forms)

In exceptional cases, Service Provider can receive application forms (hard copies)

from our branches / offices and will have to manually process them (maximum 100

per day)

Manual uploading the data in case of Photo cards ( average will be 2500 to 3000 per

month) as presently our system is not capable of uploading the photo through the

system.

Sending acknowledgements to our branches / offices

Data entry of the applications and data checking and correction.

Processing the aforesaid data files for generating files for indent printing / embossing /

encoding of cards (with CVV1 and discretionary track data), uploading data in switch

& printing of PIN mailer.

Indent Printing / Embossing / encoding of ATM / Debit Cards

Over printing of forwarding letter to cardholder.

Pasting of ATM / Debit Card to the forwarding letter BY AUTOMATIC MODE ONLY.





these leaflets for promotion/publicity will be borne by the Bank) with the card in


Dispatching the customer wise envelopes, in centre wise lots, to our Offices in various

centres with printed packing lists in duplicate as well as soft copy through e-mail.

Packing lists to mention the Reference Number of data files sent by the branch /

Zone.

Branch wise lists of Rejected Cards (where the data could not be processed for any

reason) to be sent to Branches / respective ZO and CPD as aforesaid mentioning the


Page No. 28

reason for rejection.


sent marked to respective branches (proforma to be approved by us).




Permitted time for despatch of cards from the date of receipt of applications – 2 working days

Group – C: PIN Generation at Card Holder’s Request Receiving requests through our branches / Offices

Generation of new PIN and printing of PIN Mailer.

Dispatching the PIN Mailers to branch / card holders’ addresses as per Bank’s

requirements, in an envelope of appropriate size, 70 GSM paper, single colour

printing as per approved design ( with prominent Master Card/ VISA/ RUPAY Logo in

colour on the front side). PIN mailer not to be folded. Presently, except for the

branches of Mumbai and Navi Mumbai zone, the bank is despatching pin mailers to

the Zones directly in lots, from where it is couriered to cardholders, using local courier

facility. The Service Provider will have to prepare Zone wise lots and arrange to send

it to Zones.


Switch location. PIN Mailers to be released only after obtention of confirmation from

the Switch that data has been uploaded in the switch.

Permitted time for dispatch of PIN mailers from the date of receipt of request – 1 working days

Group – D: Addition / Deletion of Secondary Accounts and name change

Receiving applications from our branches / offices (hard copies or through system)

Data entry and Processing Applications received for addition / deletion of Secondary

Accounts up to five additional accounts to the Cards already issued on a Primary

Account.

Changing of existing primary account i.e. charge account to new secondary accounts


Switch, location. Fresh PIN Mailers not to be generated in case of addition / deletion

of Secondary Accounts.

Sending confirmation to the Cardholder.

Permitted time from the time request is received –2 working days Group – E: Hot-listing of unissued(not handed over to customer / Cancellation of Cards

Receiving intimations from branches (hard copies) / Receiving intimation over

telephone.

Hot-listing / Cancellation of Cards in the Data Base


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Generation of Data Files for uploading in Switch and forwarding the same to the

Switch, location.

Confirmation regarding hot-listing to be sent to account holders.

Permitted time from the time the request is received – immediately after the request is received Group – F: Re-Issuance/ Renewal of Cards

Receiving requests from Card Products Dept. / Data Centre for replacement of cards

reported Lost / Stolen/ captured or which are found to be defective / damaged.

Receiving data from the switch for cards falling due for renewal ( with flag for those

cards not to be renewed) process these requests and dispatch renewal cards to

Branches as per Bank’s request.

Indent Printing / Embossing / encoding of ATM / Debit Cards

Printing of forwarding letter to cardholder.

Sticking of ATM / Debit Card to the forwarding letter BY AUTOMATIC MODE ONLY.

.





these leaflets for promotion/publicity will be borne by the Bank)with the card in


Dispatching the envelopes to the Offices with printed packing lists in duplicate as well

as soft copy through e-mail. Packing lists to mention the Reference Number of letters

sent by the branch / Zone.


sent marked to respective branches (proforma to be approved by us).




Others:

Vendors” system should have capability to accept the request for card

delivery to either parent Branch or any other Branch (if card holder has

shifted to new location but still maintains the account at old place) or at the

residential address of the card holder.

Vendor will be required to update the card status with FINACLE on daily

basis, so that Branches will be able to know the status of the card.

Permitted time for despatch of cards from the date of receipt of request – 2 working days Note: for all the above items group a, b, c, d, e,f , data form CBS will be shared with vendor in the specified format and at the frequency as per Bank choice. .vendor has to keep their system ready for accepting the same.


Page No. 30

Group G: Other Issues

Providing M.I.S. Reports to the Bank regarding all above mentioned activities in

Electronic as well as printed form at periodical intervals as stipulated by the Bank from

time to time, in addition to banks requirement , Reports are required for regulator and

card schemes . Bank reserves the right to change the format and or periodicity of the

reports / data or request additional reports / data any time. Any additional information

required by the Bank at any unscheduled time should be generated and supplied.

Providing information to the proposed call centre in prescribed format as frequently as

required.

The Service Provider shall arrange to place order and procure sufficient stock of

blank plastics from approved Visa / MasterCard / NPCI manufacturers plus other

collaterals. The Service Provider shall print and maintain sufficient stock of required

Collaterals (stationery) as under:

1. Specification of Card Plastics

For Chip Cards

Generic Requirement of Dual interface cards

A. Dual Interface hybrid card with shared chip memory for Contact & contactless

interface. Card should be enabled with EMV applications as per schemes

(VISA/MasterCard/Rupay) in contact portion and should also have mifare/desfire

capabilities sharing the same memory.

Card – Physical Specs

• Compliant to ISO/IEC 7816 Standards

Compliant to ISO/IEC 14443 Standards Type A/B

• Physical Card ID1 Format

• Compliant to Banking EMV Standards

• PET-G +PVC in ratio 60:40 Plastic

• Compliant as Dual Interface Hybrid Card

• Contact Plates as per ISO 7816-2 Standards

• Contactless standards as per ISO 14443 Standards.

Contact Chip Specifications

• Compliant to ISO 7816 Standards

•

• Java Card standards compliant – 2.2.1

• Global Platform compliant – 2.2.1

• Enabled with EMV scheme applications

• RSA capabilities

• Security module enabled in the chip for applications

o DES & 3DES

o SEED

• Microprocessor based IC Card with Memory – 32 KB EEPROM minimum 8 bit

CPU

RAM 6 KB

Secure Hardware Crypto Coprocessor


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RSA/ECC,3DES/3KTDES,AES

Common Criteria (EAL): EAL5+ (hardware)

Memory secure encryption for RAM, ROM and EEPROM

Counter Measures against side channel attacks (SPA & DPA)

Write Endurance 300000 cycles

Data retention > 10 years

Operating distance minimum 4 mm

Operating Contact less frequency 13.56 MHz

Unique ID for each chip

Antenna: Insulated copper wire embedded with thermal compression bonding.

Support for NFC readers

Operating system should be hard masked on ROM

Java 2.2.x or higher

Global platform 2.1.x or higher version

EMV Authentications methods supported DDA/CDA

Support for EMV financial applications using chip and pin

• Multi application loading capability

Contactless Chip Specifications



• MI fare

• Capabilities of Scheme’s Contactless applications enabled

• Should access the memory of the chip shared with contact portion.

• Chip security standards compliant.

o Contactless Payment

Extra : Possible Supported Applications

VISA

• VISA VSDC 27.x or higher Pay wave

Master Card

• M chip 4 Pay Pass or higher .

RUPAY

Capacity to support EMV compliant RUPAY Cards ,when Rupay specifications for

chip based cards NPCI

• M/Chip Advance

• J/Smart

• qPBOC D/C

Express PA

Magstripe Cards

Magnetic Stripe: HICO 2750 Orested

ISO standards for Encoding, location of Track 1,2 & 3

2. Forwarding / Welcome Letter

Paper size and Quality: 100 GSM Ballarpur Super Sunshine Paper Printing: Four Colour on Both sides. Printing on both side in Hindi and English. Over printing would be the responsibility of the service provider. Since overprinting is to be done on these letters, the placement of various spaces and boxes has to


Page No. 32

be precise.

3. Terms and Conditions for Debit Cards

Open size: 22.5” x 9” and folded five times Folded Size: 9” x3.75” Paper: 60 GSM super white Cream wove paper of Ballarpur/West Coast /AVM Both sides printing in Hindi and English in one colour.

4. Brochure /Leaflet pertaining to Debit Card Operations

Size : 7” x 8.5” in two folds Paper: 130 GSM – Sinar Art Paper in two folds Four colour Printing on front and back

5. Paper Pouch

Pouch Size: 88MM x 58MM Paper Size: 170 GSM Sinnar Mass Art Paper with Lamination. Printing: Four Colour Printing as per specimen. Artwork will be provided by the bank.

Printing on the forwarding letter would be the responsibility of the service provider.

Any other inserts / flyers will be provided by the Bank.

Service provider will procure the PIN Mailer Stationery at its cost. Broad specifications for Pin Mailer stationery are as under

o Paper Quality : 1st copy on 60 GSM paper o 2nd and 3rd copies on 70 GSM paper o Type : Carbonless (Chemical coated) o Size : 9” X 3.67” X 3 parts o Printing : In Black and white with prominent coloured

VISA/Master Card/ NPCI logo on the front side (Specimen shall be supplied by the Bank)

In addition the Service Provider shall arrange to place order sufficient stock of packing envelopes, suitable for packing Debit Cards and Pin Mailers to Branches. Presently the bank is using the following types of envelopes:

1. White Cloth line Folding Size 12” x 10” + 1” fold

2. White Cloth line Folding Size 16” x 10" + 1.5” fold

90 GSM Maphilto paper with superfine cloth with Banks logo, name department name and address in Hindi and English

3. Reinforced waterproof envelope 10” x 10.5” with 2.5” Flap with Banks logo, name department name and address in Hindi and English.

4. Laminated Envelopes Size 11” x 5” x 1.5” Flap

Paper: 80 GSM Ballarpur/ West Coast / Andhra / Sirpur ledger paper with good quality lamination inside.

Courier Charges for card and PIN despatch will be borne by the Bank. Please note

that the same should not be included in costing schedule in Part-5.


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Services of the Courier agency to be engaged will be the sole discretion of the Bank.

However, service provider shall be solely responsible for prompt delivery of the cards

and PIN mailers to the Courier Agency and or to the Indian Postal Service as the case

may be as directed by the bank. The bidder shall keep track / status of delivery of

cards, pin mailers etc. to the addressee so as to ensure prompt delivery at the

ultimate addressee.

As both the ATM Cards and Debit Cards would be in circulation, the service provider

has to procure Software capable of issuing cards with multiple BINs / Multiple PAN

Structures with CVV1 and discretionary track data encoded on the tracks.

Wherever a data file emanating from the branch contains some defective records

which cannot be processed, the valid records in that file have to be processed and the

individual branch (containing records of that Branch only) has to be advised by e-mail

about the status of the defective records promptly to enable them to re-submit the files

after rectifying the defective records.

The service provider should promptly reply to the queries from the branches /

controlling offices by fastest means/mode of communication such as E Mail/ Fax.

The service provider has to enter into a Service Level Agreement with the Bank.

The service provider shall give an undertaking to comply with all VISA and MASTER

CARD/NPCI regulations and renew certification of the card personalisation bureau

from time to time as prescribed by VISA , MASTER CARD and NPCI, at its own cost,

throughout the period of contract.

The Service provider should get the activities and or functions audited from time to

time as per the requirements of the Bank, VISA, Master Card, NPCI, Reserve Bank of

India or any other statutory body. Cost of such audit should be borne by the service

provider throughout the period of agreement.


Page No. 34

5. Scope of the Work 1. Acquire existing card data base from the Bank and store them in their

system, so that any related activity such as renewal/ replacement of the existing cards can be carried out.

2. Deploy complete hardware and software with adequate capacity, in their premises, for carrying out the required activity. Premises as well as entire set up will be PCIDSS certified. If they outsource some of the activity, same will be applicable to their vendors also (where ever necessary).

3. Their work will be “End to End”, this include following job: i. Receive ADS / reverse ADS files sent by the Bank for new card/ Ready kits/

Welcome kits/ re-pin/ Insta-Pins in batch mode at a frequency decided by the Bank, in a secure SFTP format. (If their system needs any development for integration with Bank’s file format, it will be bidder’s responsibility to do the required development at their cost). Send acknowledgement back to the Bank.

ii. Process these files, for generating files for indent printing / embossing / encoding of cards (with CVV1 and discretionary track data), uploading data in switch & printing of PIN mailer. if any request is to be rejected due to any reason, system will sent branch wise rejection list to different branches with consolidated rejection list to Bank’s Head Office. Any development for integration with the Bank’s existing switch will be bidder’s responsibility. Bank will only facilitate this process, but will not share any cost if incurred by the bidder.

iii. Service provider should provide a utility using which branches can send the photos and prepare photo cards centrally. They need to have proper mechanism to map the photo of the customer with his account number properly. (Photo will be coming on separate channel, card details will be thru CBS)

iv. Indent Printing / Embossing / encoding of / Debit Cards. v. Card personalization including cost of the plastic as per Bank specification

and requirements. Art work will be supplied by the Bank with Bank’s logo, hologram etc. For photo cards, photo and/or signature of the card holder will be supplied by the Bank. For co-branded cards, additional logo and other details if any will be required to be incorporated as per Bank’s requirements. For Aadhar enabled cards Aadhar number will also be placed on the card.

vi. Pin generation and pin mailer printing on carbonless paper as per the specifications given in Part 4: Functional Specifications and Deliverables (FSD) ,including cost of the paper and window envelope, and dispatching PIN Mailers to customers/ branches along with list of the PIN Mailers sent marked to respective branches (proforma to be approved by us). Dispatching Insta-Pins with the cards as well buffer stock of Insta-Pins to Zonal Offices/ Branches.

vii. Printing (colour, with Bank’s logo and /or one more logo and with or without photo of the card holder), welcome letter to cardholder, brochure and terms and conditions (including cost of paper). Specification given in Part 4: Functional Specifications and Deliverables (FSD)


Page No. 35

viii. Pasting of ATM / Debit Card to the welcome letter BY AUTOMATIC MODE

ONLY. ix. Supply of window envelope – size: 229 mm X 114 mm, 90 GSM paper,

MULTIPLE colour printing as per approved design. x. Stuffing of welcome letter, terms and conditions, brochure, card paper

pouch and any other promotional/publicity material supplied by the Bank (ONLY STUFFING, cost of these leaflets for promotion/publicity will be borne by the Bank) with the card in window envelopes with inserts.

xi. Dispatching the customer wise envelopes, in center wise lots, to our Offices in various centers with printed packing lists in duplicate as well as soft copy through e-mail. Packing lists to mention the Reference Number of data files sent by the branch / Zone.

xii. Branch wise lists of card application accepted and rejected needs to be updated in CBS as per the CBS format (where the data could not be processed for any reason) also mail to be sent to branches (list of rejected data pertaining to that Branch only) and consolidated list to Zones (pertaining to that zone only) and CPD as aforesaid mentioning the reason for rejection.

xiii. Integration and uploading card dispatch status with Bank’s FINACLE, on daily basis, so that Branches may know the application status.

xiv. Generation of Data Files for uploading in Switch and transmitting the same to the Switch location. PIN Mailers to be released only after receiving confirmation from the Switch that data has been uploaded in the switch.

4. Addition / Deletion of Secondary Accounts

Receiving applications from our branches / offices (hard copies or through CBS system)

Data entry and Processing Applications received for addition / deletion of Secondary Accounts up to five additional accounts to the Cards already issued on a Primary Account.

Changing of existing primary account i.e. charge account to new secondary accounts

Generation of Data Files for uploading in Switch and transmitting the same to the Switch, location. Fresh PIN Mailers not to be generated in case of addition / deletion of Secondary Accounts.

Sending confirmation to the Cardholder. 5. Hot-listing of unissued (not handed over to customer / Cancellation of Cards i. Receiving intimations from branches (hard copies) / Receiving intimation

over telephone. ii. Hot-listing / Cancellation of Cards in the Data Base iii. Generation of Data Files for uploading in Switch and forwarding the same to

the Switch, location. iv. Confirmation regarding hot-listing to be sent to account holders.


Page No. 36

6. Re-Issuance / Renewal of the expired cards.

i. Receiving requests from Card Products Dept. / Data Centre for replacement of cards reported Lost / Stolen/ captured or which are found to be defective / damaged and re-generate the card and dispatch the same with similar collaterals in the similar manner as per new cards.

ii. Bank will share data pertaining to renewal of expired cards (this data will be shared two months in advance). Vendor will be required to process these requests and issue replacement cards along with the new cards and dispatch them to respective branches.

7. Other Issues i. Providing M.I.S. Reports to the Bank regarding all above mentioned activities as per Bank required format and frequencies.: ii..Data required in TTUM file format for the following

new cards issued ---Magstirpe, EMV, Dual interface cards Insta- pin generated Re-issuance of cards Replacement card Dormant account --card issuance, address change, mobile number change etc. Linking of the accounts Stock details on the following: Insta- pin Stationary White plastics with/without chip Printed plastics

Iii.Banks team should have access to view the above details online . Branch wise stock details on above items, scheme wise Ready kit Welcome kit stock Insta- pin stock

Iv. In Electronic as well as printed form at periodical intervals as stipulated by the Bank from time to time, in addition to banks requirement , reports if any required for regulator or any statutory body. Bank reserves the right to change the format and or periodicity of the reports / data or request additional reports / data any time. Any additional information required by the Bank at any unscheduled time should be generated and supplied. v. Providing information to the Bank’s call center in prescribed format as frequently as required. vi. The Service Provider shall arrange to place order for sufficient stock of blank plastics from approved Visa / MasterCard / NPCI manufacturers (at


Page No. 37

least for minimum 75 days stock). The Service Provider shall print and maintain sufficient stock of required Collaterals (stationery) as per the specification given in Part 4: Functional Specifications and Deliverables (FSD). vii.The Service Provider will be required, to supply sufficient stock of the Ready Kits (at least for two months stock) in advance to various zones, Will be required to maintain buffer stock for at least one month’s requirement at their end to ensure un-interrupted supply of the Ready kits to the Zones/Branches. Service Provider will be required to take zone wise monthly data of ready kits issued and will replenish them to zones, even without their request, every month.


Page No. 38

Part – 5: Price, Time and Payment Schedule

(INCLUDE IN A SEPARATE CLOSED AND WAX SEALED COVER AND SUPERSCRIBE CLEARLY. OTHERWISE OFFERS ARE LIABLE TO BE REJECTED)

1. Price Schedule: Please see Paragraph Numbers 11 and 12 on Page No 15 of Part III Terms and Conditions for taxes. Please quote for the following:

All inclusive per Card/PIN/Plastics/ Inserts / envelopes/ Occasion Charges in INR (Please mention in figures and words)

Activity

Estimated number of Cards per

day

Charges per Card

Total Cost

In figures

In figures In words

1

New Debit Card Issue / renewals and replacements ( including Ready Kits and Welcome Kits)– from soft copy of data:

i. For Magstripe

Cards

ii. For Chip

Cards(EMV)

iii. For EMV Chip

dual interface

Cards

30000

1000

500

Quarterly Volume of the cards ( For Magstripe Cards Only) up to ***

1. Up to 15 lacs

Rs.

2. Above 15 lacs and up

to 20 lacs

Rs.

3. Above 20 lacs Rs.

4 New Debit Card Issue – from application form

100 Rs

5 Re-issuance of ATM / Debit Card from soft copy

150 Rs

6 Re-issuance of ATM/Debit Card from application form

100 Rs

7. Pin Printing/ Insta Pin Printing 30000 Rs.

8. Re-Pinning

300 Rs

9. Addition / deletion of secondary accounts

80 Rs

10 Hot-listing / cancellation of card

100 Rs

11

Additional Cost for Photo Cards/ Cards with additional logo/ signature or details such as Aadhar No. etc.

250 Rs.

TOTAL COST (1to 9) RS.

*** Volume of the cards will be taken on quarterly basis (January to March/


Page No. 39

April to June/July to September and October to December), and accordingly adjustments will be made in the next month’s bill of that quarter.

(for deciding the successful bidder rates on the first slab i.e. upto

1500000 Magstripe cards per quarter will be taken into consideration, how ever successful bidder on the basis of first slab will be required to match the lowest rates quoted by other bidders in case other bidders has quoted lower rates than him on other slabs/ Activity)Same criteria will be applied for other type of the cards (EMV chip card/ dual interface cards and contactless cards) as well as other activities.

Part 5 A-Time Schedule:

Activity: Please see Part 4 Functional specifications Deliverables

Maximum no. of working days

Issuing new/ renewed cards from data files including photo cards 3

Issuing card without photo 2

Issuing cards without photo from application forms 2

Issuing new cards from application forms including photo cards 3

PIN generation at card holder’s request 2

Addition / Deletion of secondary accounts 2

Hot-listing Immediate

Cancellation of cards 1

Instapin( in Bulk) 5

Non personalised cards(in Bulk) 7

Issuance of Replacement cards 2

2. Payment Schedule:

Payment shall be made to the bidders in Indian Rupees, on monthly basis in the first week of every month for the services rendered during the previous month as per the contract. Bidder should specify the payment schedule expected by it. Even if the bidders agree to the proposed schedule, they should mention it in this part. If this part is kept blank, it shall be presumed that the bidder consents to the payment schedule as proposed.

Notes:

a. Please quote strictly as per the format above.

b. No other Costs / Charges (whether One-time or recurring) will be admissible other

than those mentioned above or mentioned specifically by the bidder.

c. Payments will be made on monthly basis from a central point

d. Service Provider should sign a detailed Agreement with the Bank incorporating all the relevant aspects of Outsourcing like Role - Responsibilities, commitment on Time Schedules, Pricing, Validity etc. at the time of award of Contract.


Page No. 40

e. Rates quoted above should be valid for entire contract period, however subject to

negotiation if the Bank feels that Cost of inputs have been reduced by 20 % or market price of product is reduced by 20% or more.

Date: (Signature) Place Authorized signatory with Company Seal

***********


Page No. 41

Part – 6: BID Formats

BID FORM (for Financial Bid)

(To be included with Financial Bid only, not to be included in Technical Bid) Date: _________

To: The Asst. General Manager, Bank of India, Head Office, Card Products Department, Bank of India Building, 4th Floor, 70-80 Mahatma Gandhi Marg, Hutatma Chowk. Fort, Mumbai 400001 Dear Sir, Having examined the Bid Documents (RFP Ref.No.BOI:CPD:DEBIT:2014-15/002 dated 11th April 2014), the receipt of which is hereby duly acknowledged, we, the undersigned, offer to render the services in conformity with the said Bid documents for the sums as may be ascertained in accordance with the Price, Time and payment Schedule attached herewith and made part of this Bid. We undertake, if our Bid is accepted, to render the services in accordance with the time schedule specified in Price, Time and Payment Schedule. We agree to abide by the Bid and the rates quoted therein for the orders awarded by the Bank up to the period prescribed in the Bid, which shall remain binding upon us. Until a formal contract is prepared and executed, this Bid, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us. We shall give an undertaking to comply with and abide all byelaws, rules, policies, operating guidelines and procedures and mandates laid down by MASTER CARD and VISA/ NPCI regulations from time to time We are to be registered under Master Card/ VISA /NPCI as third party service provider to the Bank and we agree that such registration shall be facilitated through the Bank and the fee for such registration and its renewals shall be borne by us. We shall execute all such necessary agreements/ documents as prescribed by Master Card ,VISA and NPCI from time to time. We shall outsource the Personalisation and Card Printing activities to only such agency/ Company who are already accredited with Master Card ,VISA and NPCI and their permission/ license is in force as on the date of submission of the bid. We further agree that all charges pertaining to such registration and renewals of the Personalisation Agency/ Bureau shall be settled by us or the Agency (Bureau) as per the terms of the Contract between us during the currency of contract and SLA. We undertake to comply with all VISA , MASTER CARD and NPCI regulations and renew and keep current certification of the card personalisation bureau/agency valid from time to time as prescribed by VISA ,MASTER CARD and NPCI, at our own cost, throughout the


Page No. 42

period of contract.

We further undertake that wherever any mandate of MasterCard, VISA or NPCI requires the Bank to abide by such mandate and requires incurring expenditure solely on account of us rendering our services to the Bank, we shall reimburse such amounts to the Bank from time to time. Under no circumstances the Bank will incur any expenditure other than the price amount quoted by us in the financial bids and accepted by the Bank whether to secure any registration, license or any other requirement stipulated by MasterCard/VISA and NPCI or any Payment Card Industry norms or any statutory authority solely to secure our services as your Service provider. Such expenses will be reimbursed to the Bank in all cases where the Bank pays the same on behalf of us. We also undertake that where the Bank is required to indemnify MasterCard/VISA/ NPCI for any action/omission/commission on the part of us and/or our agents and the Bank is required to indemnify the loss to MC/VISA/NPCI, We, in turn, indemnifies the Bank against such eventualities and makes good the loss to the Bank. We also acknowledge that we will also be liable for any Civil or Criminal proceedings against the Bank by any third party aggrieved for deficiencies in service that are attributable to us and/or to our agents.

We declare that we have not made any alterations/changes whatsoever in the BID Document which is downloaded from the Website of the Bank and we are fully aware that in the event of any change, the Bid document maintained at the Bank will be treated as authentic and binding and the Bid/Proposal submitted by us will be liable to be rejected by the Bank in the event of any alteration made in the Bid document. We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”. We understand that you are not bound to accept the lowest or any Bid you may receive. Dated this………..day of ……… 2014. _____________________________ _______________________________ (Signature) (in the capacity of) Duly authorized to sign Bid for an on behalf of _______________________


Page No. 43

BID FORM (for Technical Bid)

(To be included in Technical Bid only, not to be included in Financial Bid)

Date: _____________

To: The Asst. General Manager, Bank of India, Head Office, Card Products Department, Bank of India Building, 4th Floor, 70-80 Mahatma Gandhi Marg, Hutatma Chowk. Fort, Mumbai - 400001 Dear Sir, Having examined the Bid Documents (RFP Ref.No.BOI:CPD:DEBIT:2014-15/002 dated 11th April 2014) the receipt of which is hereby duly acknowledged, we the undersigned, offer to render the services in conformity with the said Bid document. We undertake, if our Bid is accepted, to render the services in accordance with the time schedule specified in Price, Time and Payment Schedule. Until a formal contract is prepared and executed, this Bid, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us. We shall give an undertaking to comply with and abide all byelaws, rules, policies, operating guidelines and procedures and mandates laid down by MASTER CARD, VISA,NPCI regulations from time to time We are to be registered under Master Card/ VISA as third party service provider to the Bank and we agree that such registration shall be facilitated through the Bank and the fee for such registration and its renewals shall be borne by us. We shall execute all such necessary agreements/ documents as prescribed by Master Card ,VISA and NPCI from time to time. We shall outsource the Personalisation and Card Printing activities to only such agency/ Company who are already accredited with Master Card,VISA,NPCI and their permission/ license is in force as on the date of submission of the bid. We further agree that all charges pertaining to such registration and renewals of the Personalisation Agency/ Bureau shall be settled by us or the Agency (Bureau) as per the terms of the Contract between us during the currency of contract and SLA. We undertake to comply with all VISA, MASTER CARD and NPCI regulations and renew and keep current certification of the card personalisation bureau/agency valid from time to time as prescribed by VISA, MASTER CARD and NPCI, at our own cost, throughout the period of contract.


Page No. 44

We further undertake that wherever any mandate of MasterCard ,VISA or NPCI requires the Bank to abide by such mandate and requires incurring expenditure solely on account of us rendering our services to the Bank, we shall reimburse such amounts to the Bank from time to time. Under no circumstances the Bank will incur any expenditure other than the price amount quoted by us in the financial bids and accepted by the Bank whether to secure any registration, license or any other requirement stipulated by MasterCard/VISA/NPCI or any Payment Card Industry norms or any statutory authority solely to secure our services as your Service provider. Such expenses will be reimbursed to the Bank in all cases where the Bank pays the same on behalf of us We also undertake that where the Bank is required to indemnify MasterCard/VISA/NPCI for any action/omission/commission on the part of us and/or our agents and the Bank is required to indemnify the loss to MC/VISA/NPCI, We, in turn, indemnifies the Bank against such eventualities and makes good the loss to the Bank. We also acknowledge that we will also be liable for any Civil or Criminal proceedings against the Bank by any third party aggrieved for deficiencies in service that are attributable to us and/or to our agents We declare that we have not made any alterations/changes whatsoever in the BID Document which is downloaded from the Website of the Bank and we are fully aware that in the event of any change, the Bid document maintained at the Bank will be treated as authentic and binding and the Bid/Proposal submitted by us will be liable to be rejected by the Bank in the event of any alteration made in the Bid document. We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”. We understand that you are not bound to accept the lowest or any Bid you may receive. Dated this………..day of ………… 2014. _____________________________ _______________________________ (signature) (in the capacity of) Duly authorized to sign Bid for an on behalf of _______________________


Page No. 45

Part 7 – Prescribed Formats Form 1

PROPOSAL FORM (to be included in Technical Proposal Envelope)

Date.............................. To: The General Manager, Bank of India, Head Office, Card Products Department, Bank of India Building, 4th Floor, 70-80 Mahatma Gandhi Marg, Hutatma Chowk. Fort, Mumbai - 400001 Dear Sir,

Re: Request for Proposal for Outsourcing of Debit Card Management

We the undersigned offer to provide services for the above-mentioned project in accordance with your Bid document No. BOI:CPD:DEBIT:2014-15/002 dated 11th April 2014, hereby submit our bid, which includes the Technical Bid, and a Financial Bid in separate wax sealed envelopes. We undertake not to withdraw our bid during the bid validity period as specified in clause 12.1 of part-2 i.e. Up to 180 days from the date of opening of the technical bid. We undertake, if our bid is accepted, to enter into a detailed Service Level Agreement with the Bank incorporating all relevant aspects of Outsourcing Role - Responsibilities, Delivery Schedules, Pricing, Validity, etc. at the time of Award of Contract. We agree to abide by the terms of our bid and the rates quoted therein. We agree to comply with all the clauses in Instructions for Bidders (Part – 2) and Terms and Conditions of the Contract (Part – 3) contained in your bid document. Until a formal Agreement is prepared and executed, this Proposal, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us. We declare that we have not made any alterations/changes whatsoever in the BID Document which is downloaded from the Website of the Bank and we are fully aware that in the event of any change, the Bid document maintained at the Bank will be treated as authentic and binding and the Bid/Proposal submitted by us will be liable to be rejected by the Bank in the event of any alteration made in the Bid document.


Page No. 46

We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”. We understand that you are not bound to accept the lowest or any Proposal you may receive. Dated this ....... day of ....... 2014 _________________________________ ________________________________ (Signature) (In the capacity of) Duly authorized to sign Proposal for and on behalf of _________________________________


Page No. 47

Form 2

Specimen of Bid Security Guarantee Form (To be stamped appropriately)

WHEREAS M/s. …………………………………………………………………………………… (hereinafter called “the Bidder”) intend to Bid for outsourcing of ATM / Debit Card Management and other related Back Office work in response to Bank of India’s Invitation dated 11th April 2014 And WHEREAS Bank of India requires that the Bidder has to submit a Bid Security in the form of a Bank Guarantee favouring Bank of India along with the Bid KNOW ALL PEOPLE by these presents that WE …………………………………………….. (Name of bank) having our registered office at ……………………………………………….. ……………………………………………………………………………………………………… (Address of bank) (hereinafter called “the Guarantor Bank”), are bound unto Bank of India in the sum of Rs. 50,00,000/- (Rupees Fifty Lacs only) which payment will and truly to be made to Bank of India. The Guarantor Bank binds itself, its successors, and assigns by these presents. THE CONDITIONS of this obligation are: 1. If the Bidder withdraws its Bid proposal during the period of Bid validity specified by

the Bidder on the Proposal Form (Form 1) i.e. on or before 27th October 2014. 2. If the Bidder, having been notified of the acceptance of its Bid by Bank of India during

the period of Bid Proposal validity fails or refuses to enter into the Service Level Agreement

3. If the bidder makes any statement or encloses any document which turns out to be

false / incorrect at a later date We undertake to pay Bank of India up to the above amount upon receipt of its first written demand, without Bank of India having to substantiate its demand, provided that in its demand Bank of India will note that the amount claimed by it is due to it, owing to the occurrence of one or two or all the above three conditions, specifying the occurred condition or conditions. This guarantee will remain in force up to and including 60 (sixty) days after the period of the Bid validity, with additional claim period of 60 days and any demand in respect thereof should reach the Guarantor Bank not later than the above date. Sealed with the Common Seal of the said Guarantor Bank this …… day of ....... 2014. Common Seal

……………………………… (Signature of the Bidder’s Guarantor Bank)


Page No. 48

Form 3

To be submitted on the Bidder’s letterhead To,

The Asst. General Manager,

Bank of India, Head Office, Card Products Department, 70-80 Mahatma Gandhi Marg, Hutatma Chowk. Bank of India Building, 4th Floor, Fort, Mumbai - 400001 Dear Sir,

Re: Outsourcing of ATM / Debit Card Management

With reference to Tender No. BOI: CPD: DEBIT: 2014-15/002 dated 11th April 2014 we submit following additional information with our bid. Information relating to the Company:

Name of the Company: ……………………………………………………………………… Constitution : ……………………………………………………………………… Registered Office : ……………………………………………………………………… ……………………………………………………………………… Main Business : ……………………………………………………………………… Telephone Numbers : ……………………………………………………………………… Fax Numbers : ……………………………………………………………………… e-mail address : ………………………………………………………………………

Information relating to Contact Person: Contact Person’s Name: …………………………………………………………………… Designation : ……………………………………………………………………… Office Address : ……………………………………………………………………… ……………………………………………………………………… Telephone Numbers : ……………………………………………………………………… Mobile Number : ……………………………………………………………………… Fax Numbers : ………………………………………………………………………


Page No. 49

e-mail address : ……………………………………………………………………… Documents submitted along with this *Technical Bid / *Financial Bid is as follows:

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

13.

14.

15.

17.

18.

19.

20.

Total Number documents enclosed in the *Technical / *Financial bid is: ……………………. Name: ……………………………………………… …………………………

(Authorized Signatory) Designation: ……………………………………... Place: ……………………………… Date: ……………………………….

* Retain one

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