RBI’s Public Awareness Campaign using Digital Platform
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RBI’s Public Awareness Campaign using Digital Platform The Reserve Bank of India, invites sealed tenders in two parts -Part-I(Technical Bid) and Part-II(Commercial Bid) from vendors who have capability to execute its Public Awareness Campaign through SMS(using short / long code), e-mail, voice calls, missed calls and IVRS. 2. Further details and tender forms can be accessed from www.rbi.org.in. 3. Last date for submission/receipt of tender(s) is May 15, 2017 at 14:00 Hrs. 4. Corrigendum, if any, will be published only on www.rbi.org.in “Don’t get cheated by E-mails/SMSs/Calls promising you money”
Transcript of RBI’s Public Awareness Campaign using Digital Platform
RBI’s Public Awareness Campaign using Digital Platform
The Reserve Bank of India, invites sealed tenders in two parts -Part-I(Technical Bid)
and Part-II(Commercial Bid) from vendors who have capability to execute its Public
Awareness Campaign through SMS(using short / long code), e-mail, voice calls, missed
calls and IVRS.
2. Further details and tender forms can be accessed from www.rbi.org.in.
3. Last date for submission/receipt of tender(s) is May 15, 2017 at 14:00 Hrs.
4. Corrigendum, if any, will be published only on www.rbi.org.in
“Don’t get cheated by E-mails/SMSs/Calls promising you money”
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RESERVE BANK OF INDIA
DEPARTMENT OF COMMUNICATION CENTRAL OFFICE
SHAHID BHAGAT SINGH MARG MUMBAI
Invitation to bid for appointment of vendor for RBI’s Public Awareness Campaign using the various channels of the Digital Platform, viz.
SMS/Email/IVR/Missed Call services
This document is the property of Reserve Bank of India (RBI). It may not be copied, distributed or recorded on any medium, electronic or otherwise, without the RBI’s written permission thereof, except for the purpose of responding to RBI for the said purpose. The use of the contents of this document, even by the authorized personnel / agencies for any purpose other than the purpose specified herein, is strictly prohibited and shall amount to copyright violation and thus, shall be punishable under the Indian Law.
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Disclaimer & Disclosures Reserve Bank of India (RBI), Department of Communication(DoC), Central Office, Mumbai, has prepared this document to give background information on participating in bid process of “Public Awareness Campaign using Digital Platform viz. SMS/IVR/Missed call” to the interested parties. While RBI has taken due care in the preparation of this RFP document and believe it to be accurate, neither RBI nor any of its authorities or agencies nor any of their respective officers, employees, agents or advisors give any warranty or make any representations, express or implied as to the completeness or accuracy of the information contained in this document or any information which may be provided in association with it. The information is not intended to be exhaustive. Interested parties are required to make their own inquiries and respondents will be required to confirm in writing that they have done so and they do not rely only on the information provided by RBI in submitting the bid. The information is provided on the basis that it is non–binding on Reserve Bank of India or any of its authorities or agencies or any of their respective officers, employees, agents or advisors. RBI reserves the right not to proceed with the Project or to change the configuration of the Project, to alter the time table reflected in this document or to change the process or procedure to be applied. It also reserves the right to decline to discuss the matter further with any party expressing interest. No reimbursement of cost of any type will be paid to persons or entities expressing interest. The proposal in response to the tender document should be signed and submitted by a person duly authorized to bind the bidder to the details submitted in the proposal. The signatory should give a declaration and through authenticated documentary evidence establish that he/she is empowered by the competent authority to sign the necessary documents and bind the bidding. All pages of the RFP document are to be signed by the authorized signatory. Clarification can be sought up to the date mentioned in the Bid Schedule Document.
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Table of contents Page number
Bid Schedule Document 5 I) Section I – Purpose and Invitation 6
1. Purpose of the Bid2. Invitation for the Bid
II) Section II – Instructions to Bidders1. Cost of the Bid Document 8 2. Earnest Money Deposit (EMD) 8 3. Bidding in Consortium 9 4. Procedure for Submission of Bids 9 5. Documents to be submitted alongwith the bid 10 6. Bid Validity 11 7. Prices and Currency 11 8. Language of Bids 11 9. Clarification of Bid Document 12 10. Pre-Bid Meeting 12 11. Scrutiny and Opening of Bid 12 12. Eligibility Criteria 13 13. Compliance Matrix for Eligibility Criteria 14-1514. Bid Evaluation Process 15 15. Extension of Period of Validity 18 16. Extension of Deadline for submission of Bid 19 17. Modifications and Withdrawal of Bids. 19 18. Right to Reject, Accept/Cancel the bid. 19 19. Taxes and Duties 19 20. Other Conditions 20-22
Section III – Scope of Work, Product and Technical Specifications
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Section IV – Terms and Conditions 27 1. Payment terms 27 2. Completion Period 27 3. Order Cancellation 28 4. Performance Bank Guarantee(PBG) 28 5. Non Disclosure Agreement 29 6. Contacting RBI 30 7. Signing of Contract 30
Section V – Service Level Expecations and Penalties 1. Service Level Expectations (SLA) 31 2. Penalties for Downtime 32 3. Standard Performance 32
Section VI – Bid Formats and Annexures 1. Technical Bid Form 33 2. Commercial Bid Form 35(enclosed as
Excel sheet) Annexure I – Bidder’s Profile 37
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Annexure II – EMD 38 Annexure III – Technical Evaluation and Scoring 40-42Annexure IV – Format of Pre-bid queries 43 Annexure V – SMS client credentials 44 Annexure VI– Details of support centres 45 Annexure VII – Response to the bid document – list of documents
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Annexure VIII – Integrity Pact Document 47
Note: 1. This bid document is the property of the Bank & is not transferable.2. If a holiday is declared on the dates mentioned in the document, the bids shall be received /opened on the immediate next working day at the same time specified above and at the same venueunless communicated otherwise.3. No queries will be entertained after the date and time mentioned in this schedule.
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Bid Schedule Document
Name of the Company Reserve Bank of India Date of issue of Bid document
April 24 2017
Submission of Pre-Bid queries and email
May 3, 2017
Date, Time & Venue of Pre-Bid Meeting
May 5, 2017 at 2.30 pm Conference Room, Department of Communication, 12th Floor, Reserve Bank of India, Central Office Building, Shahid Bhagat Singh Marg, Fort, Mumbai- 400001.
Last Date and Time for submission of Technical and Commercial bids
till 2.00 pm on May 15, 2017
Cost of the Bid Document
Rs. 10,000/- (Rupees Ten Thousand Only) in the form of demand draft / bankers Cheque/ pay order from a scheduled bank in favor of ‘Reserve Bank of India’, payable at Mumbai only to be submitted along with the RFP.
Place & Address for submission of Technical and Commercial bids.
Reserve Bank of India, Department of Communication, 12th Floor, Central Office Building, Shahid Bhagat Singh Marg, Fort, Mumbai- 400001.
Date, Time & Venue of Technical Bid Opening.
May 15, 2017 at 4.00 pm. Conference Room, Department of Communication, 12th Floor, Reserve Bank of India, Central Office Building, Shahid Bhagat Singh Marg, Fort, Mumbai- 400001. One/two vendor representatives from each company/ organization shall be permitted for technical bid opening. Any change in opening date and time of Technical bid will be notified by the Bank
Date, Time & Venue of Commercial Bid Opening.
Date, Time & Address for Commercial Bid Opening will be intimated later to the technically qualified Bidders.
Earnest Money Deposit(EMD)
Rs 50,00,000/- (Rs Fifty lakh only) to be paid by way of Bank Guarantee. The BG should be submitted at the address of Communication as given below.
Address of Communication
The Principal Adviser Reserve Bank of India, Department of Communication, Central Office, 12th Floor, Central Office Building, Shahid Bhagat Singh Marg, Fort, Mumbai- 400001
Contact Officials 1) Shibi S Mathai,ManagerPhone: 022-22631624Email
2) Shailaja SinghAssistant General ManagerPhone: 022-22631624Email
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Section I – Purpose and Invitation 1. PURPOSE OF THE BID
This tender document is being floated by the Reserve Bank of India (‘RBI’/’Bank’) to
to select a vendor who would provide a digital platform to execute the public
awareness campaign of RBI.
This invitation for bid is for covering the following components:
Solution Design: The bidder would be required to design a campaign to broadcast
SMS, e-mail, voice calls and engage over missed calls,IVR, SMSes(using short /
long code) for gathering information, conducting feedback surveys etc.
Technology & infrastructure: The bidder should provide a platform which can send
SMS, Voice calls, long code/short code, push notifications and emails along with the
required infrastructure to conduct the campaign.
Campaign Execution: The bidder will be responsible for managing the end to end
execution of the campaign and will also provide regular reporting and detailed
campaign analysis with an option to incorporate quick changes / rectification /
correction if warranted with a turn-around-time which will be mutually decided
between RBI and the short listed vendor/s.
2. INVITATION FOR THE BID The bidders desirous of taking up the project for providing above services to RBI are
invited to submit their proposal in response to this tender document. The criteria and
the actual process of evaluation of the responses to this tender document and
subsequent selection of the successful bidder will be entirely at RBI’s discretion. This
document seeks proposal from bidders who have the necessary experience,
capability and expertise to provide the SMS and allied services adhering to RBI’s
requirement outlined in the tender document.
Period of Service: Subject to the compliance to the stipulations/ conditions
mentioned in the bid document and purchase order, the purchase contract shall be
valid up to 2 years from the date of signing the purchase order and may be further
extendable based on the satisfactory performance and if mutually agreeable to both
parties.
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The conditions stipulated in the contract shall be strictly adhered to and any breach /
violation thereof shall entail termination of the Contract without prejudice to any other
right of the Bank including but not limited to the right to levy / impose and recover
penalties as specified in this bid document or Contract.
There will be no price escalation during the contract period.
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Section II -Instructions to the Bidders
1. Cost of the Bid Document The cost of the document is an amount mentioned in the “Bid Schedule Document” above. The participating Bidder is required to pay the Cost of the Bid Document in
the form of a Demand Draft or Bankers Cheque or Pay Order drawn from any
Scheduled Commercial Bank, in favor of “Reserve Bank of India” payable at
Mumbai, at the time of purchasing the RFP/Bid Document. In case, the Bid
Document is downloaded from the Bank’s website (https://www.rbi.org.in), the
Cost of the Bid Document, as mentioned above, shall be paid along with the
submission of the Bid. Bids received without the Cost of the Bid Document shall be
summarily rejected. The Cost of the Bid Document is non-refundable.
2.EARNEST MONEY DEPOSIT (EMD) As a part of its Bid, the Bidder should submit Earnest Money Deposit (EMD) in the
form of irrevocable Bank Guarantee (as mentioned in the “Bid Schedule Document” above), along with the other required documents, of the amount
equivalent to Rs. 50,00,000/-(Rupees Fifty Lakhs only). The Bank Guarantee should
be in favour of The Principal Adviser, Department of Communication, Central Office,
Reserve Bank of India, Mumbai and should be valid for the period of two years from
the last date of submission of bid. Only irrevocable Bank Guarantee issued by a
scheduled commercial bank in India shall be acceptable to the RBI as per
Annexure II. Bank Guarantee submitted by unsuccessful Bidders shall be returned
except otherwise provided in this Bid Document. Bank Guarantee submitted by
successful Bidder/s for EMD shall be returned after furnishing of Performance Bank
Guarantee as required in this Bid Document.
2.1 Bid not accompanied by EMD : Any bid not accompanied by an EMD as
mentioned above, shall be summarily rejected by the RBI , without any further
correspondence.
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2.2.Forfeiture of EMD :The EMD shall be forfeited by invoking the irrevocable Bank Guarantee :
2.2.1 If a Bidder withdraws his bid during the bid validity period; or
2.2.2 Selected Bidder fails to accept the order within seven days from the
date of receipt of the order. However, RBI reserves its right to consider at its
sole discretion the late acceptance of the order by selected Bidder.
2.2.3 If a Bidder makes any statement or encloses any form which turns out to
be false, incorrect and/or misleading at any time prior to signing of contract
and/or conceals or suppresses material information; or
2.2.4 The selected bidder fails to submit the Performance Bank Guarantee
within stipulated period from the date of execution of the contract. In such
instance, RBI at its discretion may cancel the order placed on the selected
Bidder without giving any notice; or
2.2.5 The bidder fails to commence the work awarded to him within the
prescribed time limit. The successful bid, if withdrawn, is also liable for
forfeiture of the EMD.
3. BIDDING IN CONSORTIUM Bidding in consortium is not allowed for this procurement. Bids received from a
consortium of bidders will be summarily rejected.
4. Procedure for Submission of Bids
4.1 RBI invites bids from bidders under the two-bid processing system. Bids need to
be submitted in two parts(in two different envelopes) - Technical Bid and Commercial
Bid. Only if a bidder qualifies technically, the Commercial Bid will be opened.
The bids should be submitted in a two-cover System:-
(a) Part I/Technical Bid with eligibility criteria (Envelop 1) - please note that prices
should not be indicated in the Part I/ Technical Bid.
(b) Part II /Commercial Bid (Envelop 2)
Both envelops (1 & 2) i.e. Part I/Technical bid and Part II/ Financial Bid are to be
submitted by 2 pm on May 15, 2017 to the RBI.
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All the envelopes must be super-scribed with the following information: • Type of bid (Technical or Commercial) • Due Date • Name of Bidder • Name of the Authorized Person/Mobile Number of the bidding
entity.
All Formats and Annexures should be stamped and signed by the authorized signatory of the Bidder.
4.2 Envelope “1‟ should contain only Technical bids including eligibility criteria. In
the first stage, only the technical bids submitted by the bidder will be opened and
evaluated based on eligibility criteria. Only those bidders who have submitted all
the required forms and documents and comply with the eligibility criteria will be
considered for technical evaluation. The Technical Bid shall contain no
financial/commercial details. However a blank copy of the Price Bid Form should be
enclosed with the corresponding Technical Bid with the price column of the Price
Bid Form blanked out. A tick mark shall be provided against each item of the Price
Bid Form to indicate that there is a quote against this item in the Price Bid.
Proposals with Technical Bid containing prices shall be rejected outright. Any
decision in this regard by RBI shall be final, conclusive and binding on the Bidder.
4.3 Envelope “2‟ i.e. Commercial bids: In the second stage, those bidders
satisfying the technical requirements as per requirement/specifications and terms &
conditions of this Bid document, shall be shortlisted for commercial evaluation. Only
the commercial bids of technically qualified bidders will be opened.
5. Documents to be submitted along with the bid The following documents inter-alia have to be submitted by Bidders.
• Technical Bid form with irrevocable Bank Guarantee towards EMD and
Commercial Bid form in separate envelopes. • Cost of the Bid Document • Certificate of Incorporation / Registration, as applicable. • Copy of PAN and registration certificate regarding Sales Tax /
VAT/Service Tax • Audited Annual report /Balance sheet of last two financial years and CA
certificate • Fulfillment of Eligibility Criteria (As per Annexure-I).
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• All supporting documents evidencing the fulfillment of eligibility criteria. • Technical Proposal - Compliance of Technical specifications • No vigilance/black listing/court case declaration. • Certified true copy of Board Resolution authorizing the signatory to sign
all documents in respect of the bid including the Indicative Commercial Bid.
• Bank details • Support Centre details • Masked Commercial bid format • The bidder has to execute in plain paper an Integrity Pact Document as
per Annexure VIII.
The Independent External Monitor appointed by CVC for RBI is Shri JK
Banthia, Office of the Chairman SICOM, Solitaire Corporate Park, Building
No 4, 7th Floor, Guru Hargovindji Road, Chakala, Andheri East, Mumbai
400093.
The above details are mandatory, without which the Bids are liable to be rejected. Bid Validity
Bids shall remain valid for a period of 180 days after the date of bid opening or as
may be extended from time to time. RBI holds the right to reject a bid valid for a
period shorter than 180 days as non-responsive, without any correspondence.
7. PRICES & CURRENCY : The prices should be in Indian Rupees.
7.1 The Bid Price quoted is to be written in words as well as figures and in case of discrepancies between the price written in words and price written in figures, the price written in words shall be considered to be correct.
7.2 The price quoted should be exclusive of all taxes and should be valid for at least 3(three) years. 7.3 The price quoted by the Bidder shall be firm & binding and cannot be altered or changed due to escalation whatsoever inclusive of any other charges of whatever nature, current or future.
8. LANGUAGE OF BIDS The Bids prepared by the Bidder and all correspondence and documents relating to
the Bids exchanged by the Bidder and RBI, shall be in the English language only. In
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case of a difference of opinion on the part of the Bidder in comprehending or
interpreting any clause / provision of the Bid Document after submission of the Bid,
the interpretation by the RBI and its decision in that behalf shall be final, conclusive
and binding on the Bidder. The contract with the Bank may be in bilingual form, that
is, both in English as well as in Hindi. However, in the event of ambiguity between
versions in both the languages, the version in English shall prevail.
9. CLARIFICATION OF BID DOCUMENT Any prospective Bidder requiring clarification on the Bid Document may notify RBI in
writing at the mailing address indicated earlier. RBI will respond in writing, to any
request for clarification of the Bid Document, received not later than the dates
prescribed in Bid Schedule Document. RBI’s response (including an explanation of
the query but without identifying the source of enquiry) will be posted on Bank’s
website, only, after due clarification in the pre-bid meeting, outlined in para 10.
10. PRE-BID MEETING For the purpose of clarification of doubts of the Bidders on issues related to this Bid
Document, Bank intends to hold a Pre-Bid meeting on the date and time as indicated
in the “Bid Schedule Document” given in this bid Document. The queries of the
Bidders should reach by e-mail in excel format on or before the stipulated date and
address mentioned in this bid Document. It may be noted that no queries of any
Bidder shall be received or entertained after the Pre-Bid meeting. The clarifications
given in the Pre-Bid meeting will be made available of the Bank’s website. The
queries on points / clauses in the Bid document are to be mailed / submitted only in
the format given in Annexure IV.
11. SCRUTINY AND OPENING OF BIDS
Scrutiny of Bids will be done as under: Bid offers received within the prescribed closing date and time will be opened in the
presence of bidders’ representatives who choose to attend the opening of the Bid on
the specified date and time as mentioned earlier in the Bid document. The bidder’s
representatives present shall sign a register of attendance and minutes and they
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should be authorized by their respective companies to do so. A copy of the
authorization letter should be brought for verification. Not more than two
representatives may be present for each bidder.
12 Eligibility Criteria ( Pre-Qualification Criteria): The Bank will first scrutinize the eligibility of the Bidders as per “Eligibility Criteria” mentioned in the Bid document based on the documents submitted. The offers of the
Bidders who fulfil the below mentioned eligibility criteria will be taken up for further
scrutiny.
If a bid is not accompanied by all the necessary documents, it may be summarily
rejected. Undertaking for subsequent submission of any of the eligibility documents
will not be entertained. However, RBI reserves the right to seek fresh set of
documents or seek clarifications on the already submitted documents.
13. Compliance Matrix for Eligibility Criteria (to be filled in and submitted as part of the Technical Bid)
Sr. No
Category Evaluation Parameters / Document to be submitted
Deviation
(if any)
1 The bidder should be registered as a company in India as per Company Act 2013.
The attested copies of Certificate of Incorporation and Certificate of Commencement of Business issued by the Registrar of Companies is to be submitted.
2 The Bidder should have a valid PAN and Service Tax/ VAT /Sales Tax/ Registration in India.
Copy of PAN and Registration Certificate regarding Sales Tax / VAT/Service Tax.
3 The Bidder should be registered telemarketer as per TRAI guidelines.
Certified copy of registration as registered telemarketer as per TRAI guidelines
4 Bidder must have positive net worth as per the audited balance sheet for the last two financial years 2014-15, 2015-16 and had a minimum turnover of INR 50 Crores in last two financial years (2014-15, 2015-16) from business in any of SMS, email, automated voice calls.
The average annual turnover certified by the statutory auditor, the document provided should clearly specify the turnover in SMS Business and net worth. Certified/Audited P&L and Balance Sheets for last two financial years (FY 2014-15,
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2015-16) alongwith Chartered Accountant (CA)’s certificate.
5 The Bidder must have registered net profit (after tax) continuously for the last two years, that is financial years – 2014-15 and 2015-16.
Company Profile should be given as per Annexure-I. The Audited Balance Sheet and Profit & Loss Statement for financial years 2014-15 and 2015-16 are to be submitted as documentary evidence along with CA’s certificate.
6 The Bidder should have a database of at least 30 crore subscribers.
Self–declaration certificate that the database has been collected from its own sources and voluntarily from subscribers should be submitted by the bidder.
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The Bidder should have been providing IVR/Outbound Services in the previous years. They should have provided SMS/IVR Services Order with minimum 4 crore SMS’s/ 10 Lakh Voice messages capability per day for at least two PSU / Government / Public Sector Banks in India during the last three years. The solution offered should be currently running successfully.
Client Purchase Orders. Bidder has to submit copy of experience certificate from such clients.
8 The Bidder should be able to allocate a minimum throughput of 1000 SMS/sec
1. Certificates to this effect from the telecom operator[s] should be submitted with whom bidder has the tie up to deliver SMS Alerts. 2. Undertaking to be provided in this regard.
9 The Bidder should have provided Email Services in at least two PSU / Government / Public Sector Banks in India during the last three years. The solution offered should be currently running successfully.
Enclose relevant Client certificates and purchase orders with complete details of the project
9 The bidder should be able to support all regional languages.
Undertaking to this effect to be submitted.
10 Bidder should have direct tie-up/arrangements with at least top 5 operators - as per TRAI rating in all the telecom circles including GSM and CDMA
Copies of Agreements with telecom operators/SMS service provider to operator with which it has direct connectivity.
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technologies for sending SMS to unique users.
Proof of procurement of TPS/Invoices/Agreement with Telecom operator from at least 5 operators in all the telecom circles
11 The bidder should have minimum 100 PRIs from telecom operators for calling capability.
Bidder must provide purchase orders.
12 Bidder should not be blacklisted / debarred by any Statutory or Regulatory Authorities in the past 3 years
Undertaking to this effect to be submitted.
13 Delivery of SMS alerts should be ensured to all telecom circles without any exception.
Undertaking to this effect to be submitted.
14. The bidder should have their own infrastructure to send bulk-promotional mails with their own application.
Undertaking to this effect.
15 The Bidder should have capability of sending minimum 1 lakh/hour e-mails.
Satisfactory performance certificate from client to be submitted & Undertaking to be provided.
16 The Bidder should have a valid ISO 27001 series certification for information Security management or an equivalent recognized certification as on bid submission date, with validity for at least one year from that date.
The bidder should submit a copy of valid ISO certificate.
17 Bidder must be a Government Organization / PSU / PSE / partnership firm / LLP or limited company with a valid ISO-9000 certificate
Documentary evidence in this regard.
18 The agency so selected should have the capability to perform the entire scope of the assignment through a single platform without outsourcing the same to any third party. The bidder should be the legal owner of any software/package for the services being provided to the Bank.
Undertaking along with list of such systems.
14. Bid Evaluation Process
Technical Evaluation: The Bank will scrutinize the offers and will determine
whether the technical specifications along with documents have been furnished as
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per the Bid document and whether items are quoted as per the Annexure - III. The
bidders who qualify in technical evaluation will only be shortlisted for commercial
evaluation. The technical evaluation will be done on the basis of the information
provided in this format along with supporting documents. The bidder has to make a
presentation on the proposed solution, which will be part of the technical evaluation
process.
14.1 Scoring Criteria:
Marks will be allotted by RBI to each bidder against each section and will be
considered final.
Each Technical Proposal will be assigned a Technical Score(TS). The bidder with
highest marks obtained (TM1) in technical evaluation will be given a Technical Score
(TS) of 100 points. The Technical Scores of other proposals will be computed as
follows:
TS = 100xTMx(2,3,4…)/TM1, where TMx= marks obtained for Technical Proposal Based on TS (Technical Score) the bid with highest score will be termed as T1. The
rest of the bidders shall be ranked in descending order of TS value as T2, T3, T4
and so on. Score will be considered up to two decimal places.
14.2 Commercial Evaluation: RBI will declare the Technical Marks only to the
technically qualified bidders prior to opening the GTV(Grand Total Value in the
commercial bid) of the bidders.The RBI will open and scrutinize the commercial
offers of the technically qualified bidders only. The Commercial bids will have to be
submitted in the format as per Section VI. Commercial bids should not have any
alteration or overwriting. RBI may reject or load the financial implication of any
alteration, if found into the commercial bid submitted by the respective bidder. The
calculation arrived by the RBI will be final and will be binding on the bidders. If any
cost items in the commercial bid is found to be blank and not filled with any amount
then it shall be considered as zero and the same will have to be offered to the RBI
free of any charges.
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• Commercial bids will be considered from only the top 4 technically qualified
bidders ranked as T1, T2, T3, T4 with T1 being the highest scorer and T4
being the lowest (basis the technical evaluation round and documents
submitted)
• Bidders will be ranked as per the ascending order of value of their GTV i.e. as (Lowest Quote)LQ1, LQ2, LQ3……and so on, LQ1 being the lowest GTV.
Each Financial Proposal will be assigned a financial score (FS). The
lowest GTV (LQ1) will be given a financial score (FS) of 100 points. The
financial scores of other proposals will be computed as follows:
FS = 100 x LQ1/LQx(2,3…), where LQx = Amount of Financial Proposal
(GTV)
• Based on FS (Financial Score) the bid with highest score will be termed as
L1.
The rest of the bidders shall be ranked in descending order of (FS) Score value as L2, L3, L4 and so on
• Bidders quoting incredibly low or unrealistic high cost of items leading to
unrealistic GTV with a view to subverting the Bid process shall be rejected
straight away by RBI and EMD of such vendor will be forfeited
14.5 Final Bid Evaluation (Techno commercial bid):
• The evaluation of the Bid is based on QCBS (Quality and Cost Based Selection).
• The Combined Final Score contains 70% weightage for technical evaluation and 30% weightage for financial evaluation. Therefore, combined and final evaluation will be done on the following basis:
• Proposals will finally be ranked according to their combined Techno commercial score
(TC) based on the below mentioned formula: TC = ST*0.7 + SF*0.3 Bidders will be ranked basis their Final Techno Commercial Score (TC) i.e. TC1, TC2,TC3……and so on, TC1 being the highest Combined final Score. The bidder identified as TC1 will be the preferred partner for RBI.
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14.6 The Bidder shall submit their offers strictly in accordance with the terms and
conditions of the Bid Document. Any Bid, which stipulates conditions contrary to the
terms and conditions given in the Bid Document, is liable for rejection. Any decision
of the Bank in this regard shall be final, conclusive and binding on the Bidder.
14.7 Bank reserves the right to modify / amend the evaluation process at any time
during the Bid process, without assigning any reason, whatsoever, and without any
requirement of intimating the Bidders of any such change. At any time during the
process of Bid evaluation, Bank may seek specific clarifications from any or all
Bidders.
14.8. The Bank will not be obliged to meet and have discussions with any Bidder
and/ or to entertain any representations during the evaluation process.
14.9. During the period of evaluation, Bidders may be asked to provide more details
and explanations about information they have provided in the proposals. Bidders
should respond to such requests within the time frame indicated in the letter/e-mail
seeking the explanation.
14.10 The Bank’s decision in respect to evaluation methodology and short-listing
Bidders will be final and no claims whatsoever in this respect will be entertained.
14.11 The Bids received and accepted will be evaluated by RBI to ascertain the best
and lowest bid in the interest of the RBI. However, the RBI does not bind itself to
accept any Bid, lowest or otherwise, and reserves the right to reject any or all bids at
any point of time prior to the order without assigning any reasons whatsoever.
14.12 The Bidder shall bear all costs and expenses for the execution, stamp duty
and submission of the contract and agreements. Bank shall not be responsible or
liable for reimbursing/compensating these costs and expenses.
14.13 Apart from the above, the company profile, past experience and performance
track record of the Bidder in the area of the assignment, methodology to be adopted
to carry out the assignment, delivery schedule, service support, price, etc. shall be
some of the important criteria in selecting the bidder.
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14.14 The Bids will be evaluated on the Eligibility Criteria, Technical and Commercial
merits and the Bank’s decision in this regard shall be binding, final and conclusive.
15. Extension of Period of Validity In exceptional circumstances, prior to expiry of the bid validity period, RBI may
request the Bidders’ consent to an extension of the validity period. The request and
response shall be made in writing. Extension of validity period by the Bidder should
be unconditional and irrevocable. The irrevocable Bank Guarantee given towards
EMD shall also be suitably extended.
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16. Extension of Deadline for submission of Bid RBI may, at its discretion, extend this deadline for submission of bids by amending
the bidding documents which will be intimated by RBI, in which case all rights and
obligations of RBI and Bidders will thereafter be subject to the deadline as extended.
17. Modifications and Withdrawal of Bids. Bids once submitted cannot be withdrawn. No bid shall be modified after last date of submission.
18. Right to Reject, Accept/Cancel the bid. RBI reserves the right to accept or reject, in full or in part, any or all the offers without
assigning any reason whatsoever. RBI does not bind itself to accept the lowest or
any Bid and reserves the right to reject all or any bid or cancel the Bid without
assigning any reason whatsoever. RBI also has the right to re-issue the Bid without
the Vendors having the right to object to such re-issue. 19 Taxes and Duties Prices should be exclusive of all taxes, duties, charges and levies of State or Central
Governments as applicable, VAT/Sales Tax, service taxes etc
20. Other Conditions • Each and every page of the bid document should be properly stamped and
signed by the authorized signatory. RBI may seek original hard copy of the
document for verification in respect of supportive evidence.
• The bids not submitted in the prescribed format or incomplete or after due
date in any sense are liable to be rejected. The RBI reserves the right to
accept or reject any bids without assigning any reason and its decision in this
regard shall be final.
• Before bidding, the Bidders are requested to carefully examine the Bid
Documents and the terms and conditions of the contract thereof, and if there
appears to be any ambiguity, gap(s) and/or discrepancy between any of the
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Bid Documents they should forthwith refer the matter to Bank for necessary
clarifications and / or confirmation.
• The Bidder shall complete in all respects, form(s) annexed to the Bid
Documents, quote the prices, furnish the information called for therein, and
sign and date each of the documents in the relevant space provided therein
for the purpose. The Bidder shall initial each page of the Bid Documents.
• The Bid shall be properly signed by a person or persons duly authorized by
the Bidder with signature duly attested and supported by requisite internal
corporate authorizations.
• The Bid submitted in case of a consortium shall be rejected.
• The Bid shall contain the full name, address, telephone no.(mobile no and
landline) and E-mail ID, if any, of Bidder’s representative for facilitating
communications including notices to be given to the Bidder in connection with
the Bid transaction and also to enable the Bids to be returned unopened in
case it is declared “Late”.
• No indications pertaining to price, financial or commercial terms are to be
made on the envelopes.
• The Bid forms and the Documents attached to it shall not be detached or
removed one from the other and no alteration(s) or mutilation(s) (other than
filling in all the blank spaces) shall be made in any of the Bid Documents
attached thereto. Any alterations or changes to the entries in the attached
documents shall be requested by a separate covering letter, in the absence of
which it shall liable to be rejected. Any decision in this regard by the Bank
shall be final, conclusive and binding on the Bidder.
• The Bidder must submit a certificate of undertaking on its official letter-head
duly signed by its authorized signatory confirming the acceptance of all the
terms & conditions contained in and spread throughout this Bid Document.
• RBI reserves the right to re-issue / re-commence the entire bid process in
case of any anomaly, irregularity or discrepancy in regard thereof. Any
decision of the RBI in this regard shall be final, conclusive and binding on the
Bidder.
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• Modification to the Bid Document, if any, will be made available as an
addendum on the RBI’s website and / or emailed to the prospective Bidders.
• The Bid Documents may be downloaded from our website https://rbi.org.in
and submitted at the address mentioned in the Bid Schedule document.
• Successful Bidder would sign along with the Contract form and other forms
contained in the Bid Document with RBI at Mumbai only, to protect any
shared sensitive information / data.
• The Bidder, irrespective of his/her participation in the bidding process, shall
treat the details of the documents as secret and strictly confidential.
• The Bidder shall submit their offers strictly in accordance with the terms and
conditions of the Bid Documents. Any Bid, which stipulates conditions
contrary to the terms and conditions given in the Bid Documents, shall be
rejected. Any decision in this regard by RBI shall be final, conclusive and
binding on the Bidder.
• The Bidder cannot quote for the project in parts.
• The Bidder is expected to examine and follow all instructions, forms, terms &
conditions, and scope of work in the Bid Document. Failure to furnish
complete information in all respects required by the Bid Document or
submission of a bid not substantially responsive to the Bid Document in every
respect will be at the Bidder's risk and may result in the rejection of the Bid by
Bank. Any decision in this regard by RBI shall be final, conclusive and binding
on the Bidder.
• The Bidder shall prepare the Bid based on details provided in the Bid
documents. It must be clearly understood that the quantities, specifications
and drawings are intended to give the Bidder an idea about the order, type,
scale and magnitude of the work and are not in any way exhaustive and
guaranteed by RBI.
• The Bidder shall submit one original set of the Bid document and one copy.
• The Bid shall contain no interlineations, erasures or overwriting except as
necessary to correct errors made by the Bidder, in which case such
corrections shall be initialed by the authorized person or persons signing the
Bid.
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• Each page should be stamped and initialed by authorized signatory.
• The Bidders shall seal and mark the Bid accordingly.
• Any bid received by the RBI after the last date & time for receipt of bids
prescribed by the RBI, will be rejected and/or returned unopened to the
Bidder. Any decision in this regard by the Bank shall be final, conclusive and
binding on the Bidder.
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SECTION III – SCOPE OF WORK, PRODUCT & TECHNICAL SPECIFICATIONS
Bank is interested in selecting a partner agency to execute the public awareness
campaign by designing a platform for broadcasting SMS, e-mail, voice calls and
engaging over missed calls, IVR, SMSes(using short / long code) for gathering
information, conducting feedback surveys etc
RBI may enhance / modify the scope of the campaign regarding SMS, Email, Push
notifications, Web Messaging, In App messaging or similar communication channels
depending on its needs and technical feasibility.
The indicative, estimated volume is as under:
Category Minimum Volume
Per year SMS 200 crore
IVR Calls 2 crore
Emails 1 crore
1.The bidder to ensure that SMS message whose content does not exceeds 160
characters, should be delivered as a single message on receiver’s cellular phone
handset, unless there is dependency on the receiver’ cellular phone handset.
2. The bidder will also be responsible for content management of the SMS.
3. RBI may increase or decrease the scope of services during the period of contract,
with a notice of 30 (thirty) days.
4. Bidder should be able to provide a robust campaign manager to integrate
interactive mobile marketing campaigns on short code or extended codes.
5. The Bidder should have its in house platform setup for SMS, E-mail and Voice
Services without any dependency on third party.
6. The bidder has to route all messages sent by the Bank as "Transaction
Messages" without necessitating the scrubbing against National Customer
Preference Register (NCPR) introduced by TRAI unless specified otherwise.
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7. The bidder should be capable of sending voice messages or email messages in
case of failure in sending SMS message, without any additional charges or set up
cost.
8. The bidder should have 24x7 support office / representative in Mumbai to provide
onsite support immediately on call.
9. DND compliance will be the responsibility of the Bidder/Service Provider. RBI will
not enter into any contract with any telecom, carrier or service provider. The bidder
shall be the single point of contact for the bank. In case of any non-compliance the
bidder shall be held solely responsible with no reference to the Bank.
10. The bidders shall submit a certificate that the information submitted by them is
correct. In case the information submitted by the bidders is found to be false and/ or
incorrect in any manner, the channel can be suspended and/ or debarred from
empanelment.
11. Decision of the Reserve Bank of India in all matters with regard to this Bid will be
final and binding on all bidders participating in this bid.
12. The selected bidder shall not sub-contract to any organization, person, firm or its
franchisee without the prior approval of the Bank. If, at any time, it comes to the
notice of the Bank that such sub-letting has been done, the Bank at its discretion
may terminate the contract without referring the matter further to the vendor. The
Bank will be at liberty to realize all the expenses it had to incur in this connection,
either by adjusting from the payments due to the Vendor or through other means.
13. The RBI reserves the right to reject any/all bids/scrap the Bid without assigning
any reason thereof and RBI’s decision in this regard will be treated as final.
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14. The Bank reserves the right to terminate the agreement, if the vendor fails to
carry out any of its obligations/duties in terms of the agreement, after giving a notice
of 30 days. The Bank also reserves the right to terminate the contract any time
during the contract period with a notice period of 30 days, without assigning any
reasons thereof.
Technical Specification The following are Technical specifications for implementation of SMS and allied
services. Bidders are required to comply with the Technical Specifications as
mentioned below and no deviation will be accepted. Any deviation from technical
Specification will lead to rejection of Bid, It will be summarily rejected and no
correspondence on the same shall be entertained. Submission of false/forged
documents will lead to forfeiture of EMD and RBI reserves the right to initiate legal
action against the bidder.
1. SMS Services
S.No. Functionalities Yes/No Remarks
(Mandatory)
The bidder should have a mechanism to send bulk SMS’s to predetermined list of numbers. A programmable interface should be available using which RBI can get the reports on bulk SMS.
It should support two way messaging through push, pull mechanism along with Email2SMS, SMS.
Hardware sizing to handle 4 cr. SMS/day and scalable up to 10 crores SMS/day.
Platform should adhere to all the TRAI guidelines as existing today and be able to support amendments from time to time.
Analytics on the live and backup/archive SMS data.
Should be able to accommodate new technologies like integration with Social Networking Sites like Twitter etc.
2. PUSH Services: - application will initiate the process and send the SMS. Prevention of SMS flooding (same content SMS multiple times
repeatedly) on a particular number.
3.PULL SMS Service Should handle PULL with keyword and without keyword
Should work on 10 digit VMNs and Short code
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Automatic alert and recognition of single point of failures.
Life cycle management of SMS pull service with comprehensive reporting and log management.
4.Reporting System Web console to view, find, download and share reports for a range
of dates, applications and services. Reporting should provide reports for PUSH, PULL, Schedules SMS, Block out SMS, Email2SMS and any other services provided to users. Must have advanced filter option such as but not limited to: Transaction-ID, Content, Date, Operator, error etc.
Provision to export report to different file formats like excel, PDF, txt etc..
The reporting panel should provide report for all the services provided like PUSH, PULL, OBD etc.
2. OBD/Missed Call Platform
S No Technical Requirement Yes/No Remarks
1. OBD calls based on text to voice (using Text-to-Speech)
2. Online reporting (log details and admin console to RBI)
3. Scheduling of bulk voice campaigns 4. Integration of miscall with OBD /SMS service.
3. Email services
S No Technical Requirement Yes/No Remarks 1. Bidder should have emailing tool and all its
features. Should have capabilities either through API (triggered) or Panel for Bulk-emails.
2. Online reporting (log details and admin console to RBI)
3. Scheduling of bulk email campaigns
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SECTION IV – TERMS AND CONDITIONS
1. PAYMENT TERMS
The payment terms will be as follows: 1.1. No advance payment will be made on awarding the contract.
1.2. Payment will be made on quarterly basis on confirmation of the relevant reports
made available to the Bank and will be segregated into following categories:
1.3. Successfully delivered SMS will be paid in full. 1.4 Rejected/DND/Invalid SMS will not be paid.
1.5 Only Matured Voice OBD / IVR calls will be paid as per the actual consumed
pulses
1.6. Penalties, if any, will be deducted before release of the payment from the
amount payable against the invoice submitted.
1.7 RBI will pay bidder only for the delivered SMS to the end user. The failed
messages will not be considered for payment. The payment will be done by referring
the same to the detailed report. For voice calls only the calls which are matured will
be considered for payment as per pulses consumed
2. COMPLETION PERIOD 2.1 The services are to be delivered and project to be operationalized within 15 days
from the date of issue of letter.
2.2 Time allowed for implementation shall be firm and binding. Time shall be the
essence of the contract. If the bidder fails to operationalize the project within the
stipulated time schedule or by the date extended by the Bank, it will be a breach of
contract. In the event of the Bank agreeing to extend the date of delivery at the
request of bidder, it is a condition precedent that the validity of Bank guarantee shall
be extended by further period as required by the Bank before the expiry of the
original bank guarantee.
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3. ORDER CANCELLATION
Bank reserves its right to discontinue the contract entered pursuant to this RFP
Document at any time before completion of the contract period if the services are
found to be unsatisfactory, for any other valid reason, including but not limited to the
following reasons:
3.1 Laxity in following security standards laid down by the Bank. 3.2 Excessive delay in execution of orders placed by the Bank.
3.3 Discrepancies / deviations in the agreed processes and/or products. 3.4 Violation of terms & conditions stipulated in this bid document and /or the contract that may be entered into. 3.5 In case the bidder does not comply with any of his obligations/ conditions
undertakings under the contract that may be entered into.
3.6. If the design, specifications or supplies provided by the bidder do not conforms
to the SMS Services requirements/ technical specifications.
3.7. If the bidder defaults in implementing any of the instructions received from the
Bank within the stipulation of this purchase contract.
3.8. In case of any breach of contract by the bidder. In addition to the cancellation of
purchase order, Bank reserves the right to appropriate the damages from the EMD
given by the bidder or to invoke the Bank Guarantee given in lieu of EMD and / or
the Bank Guarantee given by the supplier for performance of the contract or
otherwise. .
4. Performance Bank Guarantee Performance Bank Guarantee (PBG) should be submitted by selected bidder
(vendor) as a guarantee for the performance of goods and services mentioned in the
Purchase Order/Work order that the vendor has agreed to deliver. Performance
Bank Guarantee (PBG) equal to 10% of total value of the project and should be
executed by Scheduled banks on stamp paper (format will be attached with Work
Order).
• PBG should be valid for the ‘PBG Validity Period’ from the date of start of services.
• PGB is non-interest bearing.
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• The Performance Bank Guarantee will be released after expiry of warranty Period.
5. NON-DISCLOSURE AGREEMENT 5.1. The Successful Bidder shall treat all documents, information, data and
communication of and with the RBI as privileged and confidential and shall be
bound by the terms and conditions of the Non-Disclosure Agreement,.
5.2 The Successful Bidder shall execute this Non-Disclosure Agreement
simultaneously at the time of execution of this Contract. The Successful Bidder shall
not, without RBI’s prior written consent, disclose the Contract, or any provision
thereof, or any specification, plan, sample or information or data or drawings
/designs furnished by or on behalf of RBI in connection therewith, to any person
other than a person employed by the Bidder in the performance of the Contract.
5.3 Disclosure to any such employed person shall be made in utmost confidence and
shall extend only so far as may be necessary and relevant for purpose of such
performance and shall be subject to the terms and conditions of the Non-Disclosure
Agreement.
5.4 The Bidder shall not, without RBI's prior written consent, make use of any
document, data or information etc., enumerated in this Bid Documents save and
except for due performance and observance of the Contract.
5.5. Any document, other than the Contract itself, enumerated in this Bid Documents
shall remain the property of the RBI and shall be returned (in all copies) to the RBI
on completion of the Bidder's performance under and in accordance with the
Contract, if so required by the Bank.
5.6. To use the Information only as needed for the purpose solely related to this
Project; Except for the purpose of execution of this Project, not disclose or otherwise
provide such information or knowingly allow anyone else to disclose or otherwise
provide such Information.
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6. Contacting RBI From the time of bid opening to the time of Contract award, if any bidder wishes to
contact RBI for seeking any clarification in any matter related to the bid, they should
do so in writing by seeking such clarification/s from an authorized person(mentioned
in Bid schedule). Any attempt to contact RBI with a view to canvas for a bid or put
any pressure on any official of RBI may entail disqualification of the concerned
bidder or its bid. Pre-bid queries may be forwarded to Email by May 3, 2017.
7. SIGNING OF CONTRACT 7.1. After RBI notifies the Successful Bidder that its bid has been accepted; the
Bidder should sign the Contract and complete the execution of all other documents.
7.2. The signing of Contract should be accompanied by the submission of
Performance Bank Guarantee, Non- Disclosure Form, and other applicable
documents.
7.3. The Contract form and all other documents would be signed at Mumbai only
within 15 days of receipt of notification of award of contract.
7.4. Payment of stamp duty would be as per applicable laws in the State of
Maharashtra.
7.5. The Bidder shall bear all costs and expenses for the execution, stamp duty and
submission of the contract and agreements. Bank shall not be responsible or liable
for reimbursing / compensating these costs and expenses.
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SECTION V – SERVICE LEVEL EXPECTATIONS AND PENALTIES 1. SERVICE LEVEL EXPECTATIONS (SLA)
This section lists the minimum service level required to be maintained by the Bidder
on award of the contract. The Bidder has to enter into a service level agreement with
RBI before the award of the contract.
Complete Solution (SMS, Voice, Email, Missed call / VMNs) must have 99% uptime
and should be available on 24x7x365 days basis. However, scheduled downtime will
not be added for uptime calculation, provided the same is not too frequent. SMS
Alerts should be delivered in all circles without any exception.
SMS services The successful bidder will also have to enter into a Service level agreement for
Service Support as per the terms and conditions of the bid document and covering
the scope of work and technical requirements. The SLA requirements are as under:-
• Complete Solution (Push, Pull type SMS Alerts etc.) must have 99.9% uptime
and should be available on 24x7x365 basis. However, scheduled downtime will
not be added for uptime calculation, provided the same is not too frequent.
• Online mechanism in real time mode has to be provided for SLA enforcement
with regard to Uptime of Push/Pull Service and Delivery of Push SMS Alerts,
along with flexibility to generate MIS on daily/weekly/fortnightly/monthly/specified
date range basis.
2.Penalty for Downtime
RBI reserves right to terminate the contract and/or penalize the bidder ( upto 5% of
the previous month’s bill or Rs. 10 lakhs whichever is higher) if the campaign is not
completed within the time frames stipulated by RBI. The campaign scheduling will
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happen post taking inputs of the vendor. In either or both of the above, the Bank may
reserve its right to terminate the contract forthwith as well.
3. STANDARD PERFORMANCE
The Bidder shall carry out its obligations under the Contract with due diligence,
efficiency and economy, in accordance with generally accepted practices used in
industry. It shall employ appropriate procedures and methods. The Bidder shall
always act, in respect of any matter relating to the Contract, as faithful advisors to
the Bank and shall, at all times, support and safeguard 's legitimate interests in any
dealing with the third parties.
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Section VI– BID Formats and Annexures
1. TECHNICAL BID FORM (To be included in Technical Bid Envelope) Date: ……………….. The Principal Adviser, Department of Communication Central Office Reserve Bank of India 12th Floor Shahid Bhagat Singh Marg Mumbai Dear Sir, Bid for SMS and allied Services for the Reserve Bank of India After going through the bid document, the receipt whereof is hereby duly acknowledged, we the undersigned, unconditionally and irrevocably offer the SMS and allied services in conformity with the said bid document. If our Bid is accepted, we agree and undertake that, to deliver and commission the Services in accordance with the delivery schedule specified in the schedule of requirements. If our Bid is accepted, we will obtain Bank Guarantee for the due performance and observance of the Contract, in the form and manner prescribed by and to the satisfaction of Reserve Bank of India (Bank). We agree and undertake to abide by the bid terms of the Bank including the rates quoted therein for the orders awarded by the Bank up to the period prescribed in the Bid, which shall be final and conclusive and remain binding upon us. We agree and undertake to supply upgraded model of the product in case of technological obsolescence / non-availability of contracted product/model. The supply of upgraded product, subject to the Bank’s approval, will be at the same contracted price as the obsolete model. Until a formal contract is finalized and executed, this Bid Documents, together with relevant documents as amended, modified, supplemented, revised, modified by addendum, etc., if any, at the sole discretion of Bank duly initialled/executed shall constitute a binding Contract between us. We agree and undertake that, in competing for (and, if the Bid is accepted by you) the above contract, we will strictly observe the laws inter alia, in particular, against fraud and corruption in force in India namely “Prevention of Corruption Act, 1988” and similar laws and also strictly abide by and observe all applicable laws.
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We agree and confirm that you are not bound to accept the lowest or any Bid you may receive and you also have the right to re-issue/re-commence the Bid. Any decision in this regard by you shall be final and binding on us. We enclose a Bank Guarantee for Rs. 50 Lakh (Rupees Fifty Lakh Only) towards EMD, in favor of "Reserve Bank of India". We understand that the EMD will be given back to the successful Bidder after it signs the Contract and furnishes the Performance Bank Guarantee and that the EMD will be returned to the unsuccessful Bidders within a period of 30 (thirty ) days after the conclusion of the contract with the successful bidder. Dated this ……………………….. Day of ……………………..2017. Sign Name of the signatory Designation Company Seal
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2. COMMERCIAL BID FORM (enclosed)
Note: 1. The Price schedule should give the total cost of service excluding applicable taxes. The Price schedule should be complete in all respects and contain all necessary information. C.O. which is incomplete is liable for rejection. 2. Sales tax/ VAT/ Service tax/Cess, as applicable should be calculated separately.. Applicable taxes would be deducted at source, if any, as per prevailing rates.
We declare that all the terms & conditions as per the RFP are agreeable to us. (Signature) Name of the signatory Designation Company Seal Date: Place:
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Annexure I Bidder’s Company Profile Name of the bidder: (The registered name of the bidding company Business address for correspondence)- Status of the Company (Public Ltd/ Pvt. Ltd)
Website:
Details of Incorporation of the Company.
Date: Ref No :
Valid Sales Tax Registration No. Valid Service Tax Registration No. Permanent Account Number (PAN) Name & Designation of the contact person to whom all references shall be made regarding this RFP Phone No.: Email : Fax No. ( with STD code)
Registered Office Address Location Street Locality: City and Pin code Landline , Mobile No and Email Address: Address for Correspondence: (if different from above): Location Street Locality: City and Pin code Landline , Mobile No and Email Address: Business structure Details of company registration: Names of A) Chairman/CEO: Mail id
B) President/Managing Director: Mail id
C) Directors Mail id
(Include a structure chart reflecting the organization Chart)
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Annexure II
Earnest Money Deposit To, The Principal Adviser Reserve Bank of India, Department of Communication, Central Office, Fort, Mumbai 400 001. Subject: Providing an automation platform to execute digital campaign of the Reserve Bank of India through SMS/OBD/IVR services WHEREAS The Reserve Bank of India (RBI) , having its Central Office at Shahid Bhagat Singh Marg, Mumbai has invited RFPs for providing an automation platform to execute various digital campaigns to create awareness among the citizens of India as well as take feedback from them.
1. It is one of the terms of invitation of RFPs that the bidder shall furnish a Bank Guarantee for a sum of Rs.50,00,000/- (Rupees Fifty Lakh only) as Earnest Money Deposit.
2. M/s._____________________________________, (hereinafter called as Bidder), who are our constituents intend to submit their RFP for the said work and have requested us to furnish guarantee to the RBI in respect of the said sum of Rs.50,00,000/- ( Rupees Fifty Lakh only).
NOW THIS GUARANTEE WITNESSETH
1 We, __________________________________ (bank) do hereby agree with and undertake to the Reserve Bank of India, their Successors, Assigns that in the event of the Reserve Bank of India coming to the conclusion that the Bidder have not performed their obligations under the said conditions of the RFP or have committed a breach thereof, which conclusion shall be binding on us as well as the said Bidder, we shall on demand by the Reserve Bank of India, pay without demur to the Reserve Bank of India, a sum of rupees mentioned as EMD i.e.,Rs.50,00,000/- (Rupees Fifty Lakh only) or any lower amount that may be demanded by the Reserve Bank of India. Our guarantee shall be treated as equivalent to the Earnest Money Deposit for the due performance of the obligations of the Bidder under the said conditions, provided, however, that our liability against such sum shall not exceed the sum of EMD Rs.50,00,000/- (Rupees Fifty Lakh only).
2 We also agree to undertake and confirm that the sum not exceeding the EMD amount i.e., Rs.50,00,000/- (Rupees Fifty Lakh only) as aforesaid shall be paid by us without any demur or protest, merely on receipt of a demand from the Reserve Bank of India by a notice in writing stating the amount is due to them and we shall not ask for any further proof or evidence and the notice in writing from the Reserve Bank of India shall be conclusive and binding on us and the demand by the Reserve Bank of India by notice isn writing shall not
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be questioned by us in any respect or manner whatsoever. We undertake to pay the amount claimed by the Reserve Bank of India within a period of one week from the date of receipt of the notice as aforesaid.
3 We confirm that our obligation to the Reserve Bank of India under this guarantee shall be independent of the agreement or agreements or other understandings between the Reserve Bank of India and the Bidder.
4 This guarantee shall not be revoked by us without prior consent in writing of the Reserve Bank of India.
5 We hereby further agree that –
a) Any forbearance or commission on the part of the Reserve Bank of India in enforcing the conditions of the said agreement or in compliance with any of the terms and conditions stipulated in the said RFP and/or hereunder or granting of any time or showing of any indulgence by the Reserve Bank of India to the Bidder or any other matters in connection therewith shall not discharge us in any way our obligation under this guarantee. Our liability under these presents shall not exceed the sum of Rs.50,00,000/- (Rupees Fifty Lakh only).
b) Our liability under this agreement shall not be affected by any infirmity or irregularity on the part of our said constituents in RFPing for the said work or their obligations there under or by dissolution or change in the constitution of our said constituents.
c) This guarantee shall remain in force up to 1 year from the last date of submission of bid i.e.__________________, 2017 provided that if so desired by the Reserve Bank of India, this guarantee shall be renewed for a further period as may be indicated by them on the same terms and conditions as contained herein.
d) e) Our liability under this presents will terminate unless these presents are renewed as provided herein above on the day when our said constituents comply with their obligations, as to which certificate in writing by the Reserve Bank of India alone is the conclusive proof whichever date is later. Unless a demand by a notice in writing is made by Reserve Bank of India within six months from that date or any extended period, all the rights of the Reserve Bank of India against us under this guarantee shall be forfeited and shall be released and discharged from all our obligations and liabilities hereunder.
Yours’ faithfully, For and on behalf of
____________________________ Bank.
Authorized official. (NB: This guarantee will require stamp duty as applicable in the State, where it is executed and shall be signed by the official whose signature and authority shall be verified).
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ANNEXURE III – TECHNICAL EVALUATION CRITERIA AND SCORING
Sr. No
Category Supporting Documentation required
Compliance (Yes / No
/ NA - indicating Criterion
Not applicable)
Bidders Remarks
Marks
1. Bidder must have positive net worth and a minimum turnover of INR 50 Cr. in last two financial years (2014-15, 2015-16) from business in any of SMS, email, automated voice calls.
The average annual turnover certified by the statutory auditor, the document provided should clearly specify the turnover in SMS Business and net worth. Certified/Audited P&L and Balance Sheets for last two financial years (FY 2014-15, 2015-16) along with Chartered Accountant (CA)’s certificate.
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2. Bidder must have 5 years of experience in providing SMS Services in India with at least, top 5 operators (As per TRAI rating) in at least, 19 circle including GSM or CDMA technologies.
Undertaking from bidder on Company's Letter Head, duly signed & stamped by an authorized signatory for experience in SMS services. AND Proof of procurement of TPS/Invoices/valid Agreement with Telecom operator from at least, top 5 operators.
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3. Availability of support centre in Mumbai with minimum 5 resources who are experienced in handling SMS & Voice projects
CVs of the resources indicating that they are experienced in operations and support regarding SMS / Voice / Email campaign management And Undertaking from the bidder mentioning that more than 5 resources are on bidder's payroll at Mumbai location since March 2015 and available to work requirement of RBI without any additional charges. Also the undertaking must cover the names of the resources for whom the CVs are submitted mentioning that the same resources will be available for the actual campaign management work.
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4. ISO Certification Bidder to submit valid ISO 9001 and ISO 27001 certificate 10
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5. Disaster Recovery centre in 2 different seismic zones
Undertaking from the bidder indicating the datacentres and the location
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6. Bidder should be an empaneled entity on DAVP
Undertaking from the bidder that it is empaneled vendor/partner of DAVP
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7. The Bidder should have provided SMS Services in at least three PSU / Government / Public Sector Banks in India during the last three years. The solution offered should be currently running successfully.
Enclose relevant Client certificates and purchase orders with complete details of the project 4
8. Bidder should have provided IVR/OBD Services Order with minimum minimum 4 crore SMS’s/ 10 Lakh Voice messages capability per day in at least two PSU / Government / Public Sector Banks in India during the last three years. The solution offered should be currently running successfully
Enclose relevant Client certificates and purchase orders with complete details of the project
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9. The Bidder should have provided Email Services in at least two PSU / Government / Public Sector Banks in India during the last three years. The solution offered should be currently running successfully.
Enclose relevant Client certificates and purchase orders with complete details of the project 4
10. The Bidder should have a database of at least 30 Cr. subscribers.
Self-declaration Certificate submitted by the bidder.
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11. The Bidder should be able to allocate a minimum throughput of 1000 SMS/sec
Certificates to this effect from the telecom operator[s] should be submitted with whom bidder has the tie up to deliver SMS Alerts. OR Undertaking on Companies letterhead to be submitted.
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12. The bidder should have call capacity of at least 20 lakh outbound calls of at-least 30-second pulse within 12 hour window through telecom operators across India
Submit declaration with proof of capacity in terms of number of PRI lines taken from the telecom operator, Ownership of OBD platform, Agreement with Telecom operator. AND Invoice/Bills as proof by respective telecom operator for
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the PRI lines.
13. Single panel with capacity to Broadcast SMS, Email, Voice call, Push notification
Screenshot of the panel showing how the same panel can be used for broadcasting across SMS, Email, Voice and Push notifications And Undertaking from the bidder that such panel will be available readily for engaging with subscribed users
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14. The bidder should be able to support all regional languages.
Undertaking to this effect. 2
14 Presentation on understanding of the project
Coverage : - Company profile
covering Office locations, key financial details for last 2 years etc
- Key Product and service offerings
- Key BFSI customers - Data security - Cross channel abilities - Ideas / Solutions
suggested for RBI
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TOTAL (TS) 100
Note: Minimum score for a bidder to qualify the technical evaluation should be 70 %. However, RBI will have the discretion to relax this criteria upto reasonable level if sufficient number of bidders are not shortlisted. The Bidder should submit relevant documentation supporting the eligibility/ qualification criteria. In case of non-compliance with any of the eligibility criteria mentioned above, the bidder shall be liable to be disqualified without any notice and the bids of the bidder may not be processed further. Any additional / irrelevant document enclosed with the bid, may lead to disqualification.
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ANNEXURE IV- FORMAT OF PRE – BID QUERIES To be submitted in excel file format only RFP for SMS and allied Services for the Bank. Bidder Name : Contact Person : Contact no / email id:
Sr. No.
RFP Ref Page no.
RFP Clause no.
Existing clause Details
Clarification Sought
Signature: Name of the Authorized Person: Designation: Company Seal:
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Annexure V– SMS CLIENT CREDENTIALS RFP for SMS Gateway Services for the Bank. To The Mumbai – 400 001 Sr. No
Name of the Organization Bank / Non- Bank
Service provided
since
No of average SMS Pushed
in the last 6 months
Supporting documents to be provided for each of the credential. Signature: Name of the Authorized Person: Designation: Company Seal:
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ANNEXURE VI–DETAILS OF SUPPORT CENTRES To The Principal Adviser Reserve Bank of India Department of Communication Central Office Shahid Bhagat Singh Mumbai
S.No. Place Own or Franchise
Postal Address
Contract Numbers
Service Facilities Available
Number of Service Engineers
Signature: Name of the Authorized Person: Designation: Company Seal:
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ANNEXURE VII -RESPONSE TO BID- LIST OF DOCUMENTS
Documents, other than the commercial bids, must be submitted in the following order as part of the response to the Bid..
S.No. Documents to be submitted Submitted (Yes/No)
1 EMD Yes / No
2 Technical Bid form Yes / No
3 Bidder’s profile along with supporting Yes / No
4 Eligibility fulfillment accompanied by all the supporting documents
Yes / No
5 Technical Proposal - Compliance of Technical specifications
Yes / No
6 Authorization for signing of Bid Document (Certified true copy of Board Resolution/Power of attorney/Authorization letter.)
Yes / No
7 Bank details Yes / No
8 Support Centre details Yes / No
9 Masked Commercial bid format Yes / No
10 Integrity Pact Document Yes/No
11 Cost of the Bid Document Yes/No
Annexure VIII
(INTEGRITY PACT DOCUMENT) (TO BE EXECUTED IN PLAIN PAPER AND APPLICABLE FOR
ALL TENDERS VALUING ABOVE RUPEES 10 CRORE)
PRE-CONTRACT INTEGRITY PACT
General
1. This pre bid-contract Agreement (hereinafter called the Integrity Pact) ismade on ………the day of the month of ………..year ……………. Between on one hand ……………………………………………………… (hereinafter called the “BUYER” which expression shall mean and include, unless the context otherwise requires his successors in office and assigns)of the First Part and _____________________________________________________________ , represented by, ____________________________________________ (hereinafter called the “BIDDER/SELLER” which expression shall mean and include, unless the context otherwise requires his successors in office and assigns ) of the Second Part.
WHEREAS the BUYER proposes to procure ………………………………………(Name of Items to be procured) and the Bidder/Seller is willing to offer/has offered the stores.
2. Whereas the Bidder is a private company/public company/partnership/registered export agency, constituted in accordance with the relevant law inthe matter and the Buyer is under a Ministry of the Government of Indiaperforming its functions on behalf of the President of India.
Objectives
3. Now, therefore, the Buyer and the Bidder agree to enter into this pre-contract agreement, hereinafter referred to as Integrity Pact, to avoid allforms of corruption by following a system that is fair, transparent and freefrom any influence/unprejudiced dealings prior to, during and subsequent tothe currency of the contract to be entered into with a view to:-
3.1 Enabling the Buyer to obtain the desired said stores at a competitive price in conformity with the defined specifications of the
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Services by avoiding the high cost and the distortionary impact of corruption on public procurement, and
3.2 Enabling bidders to abstain from bribing or any corrupt practice in order to secure the contract by providing assurance to them that their competitors will also refrain from bribing and other corrupt practices and the Buyer will commit to prevent corruption, in any form, by their officials by following transparent procedures.
Commitments of the Buyer
4. The Buyer Commits itself to the following:-
4.1 The Buyer undertakes that no official of the Buyer, connecteddirectly or indirectly with the contract, will demand, take a promise foror accept, directly or through intermediaries, any bribe, consideration,gift, reward, favour or any material or immaterial benefit or any otheradvantage from the Bidder, either for themselves or for any person,organization or third party related to the contract in exchange for anadvantage in the bidding process, bid evaluation, contracting orimplementation process related to the Contract.
4.2 The Buyer will, during the pre-contract stage, treat all Biddersalike, and will provide to all Bidders the same information and will notprovide any such information to any particular Bidder which couldafford an advantage to that particular Bidder in comparison to otherBidders.
4.3 All the officials of the Buyer will report to the appropriateGovernment office any attempted or completed breaches of the abovecommitments as well as any substantial suspicion of such a breach.
5. In case of any such preceding misconduct on the part of such official(s) isreported by the Bidder to the Buyer with full and verifiable facts and thesame is prima facie found to be correct by the Buyer, necessary disciplinaryproceedings, or any other action as deemed fit, including criminalproceedings may be initiated by the Buyer and such a person shall bedebarred from further dealings related to the contract process. In such acase while an enquiry is being conducted by the Buyer the proceedingsunder the contract would not be stalled.
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Commitments of Bidders
6. The Bidder commits himself to take all measures necessary to preventcorrupt practices, unfair means and illegal activities during any stage of hisbid or during any pre-contract or post -contract stage in order to secure thecontract or in furtherance to secure it and in particular commits himself tothe following:-
6.1 The Bidder will not offer, directly or through intermediaries, any bribe, gift, consideration, reward, favour, any material or immaterial benefit or other advantage, commission, fees, brokerage or inducement to any official of the Buyer, connected directly or indirectly with the bidding process, or to any person, organization or third party related to the contract in exchange for any advantage in the bidding, evaluation, contracting and implementation of the Contract.
6.2 The Bidder further undertakes that he has not given, offered or promised to give, directly or indirectly any bribe, gift, consideration, reward, favour, any material or immaterial benefit or other advantage, commission, fees, brokerage or inducement to any official of the Buyer or otherwise in procuring the Contract or forbearing to do or having done any act in relation to the obtaining or execution of the Contract or any other Contract with the Government for showing or forbearing to show favour or disfavour to any person in relation to the Contract or any other Contract with the Government.
6.3 The Bidder will not collude with other parties interested in the contract to impair the transparency, fairness and progress of the bidding process, bid evaluation, contracting and implementation of the contract.
6.4 The Bidder will not accept any advantage in exchange for any corrupt practice, unfair means and illegal activities.
6.5 The Bidder further confirms and declares to the Buyer that the Bidder is the original manufacturer/integrator/authorised government sponsored export entity of the defence stores and has not engaged any individual or firm or company whether Indian or foreign to intercede, facilitate or in any way to recommend to the Buyer or any of its functionaries, whether officially or unofficially to the award of the
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contract to the Bidder, nor has any amount been paid, promised or intended to be paid to any such individual, firm or company in respect of any such intercession, facilitation or recommendation.
6.6 The Bidder, either while presenting the bid or during pre-contract negotiations or before signing the contract, shall disclose any payments he has made, is committed to or intends to make to officials of the Buyer or their family members, agents, brokers or any other intermediaries in connection with the contract and the details of services agreed upon for such payments.
6.7 The Bidder shall not use improperly, for purposes of competition or personal gain, or pass on to others, any information provided by the Buyer as part of the business relationship, regarding plans, technical proposals and business details, including information contained in any electronic data carrier. The Bidder also undertakes to exercise due and adequate care lest any such information is divulged.
6.8 The Bidder commits to refrain from giving any complaint directly or through any other manner without supporting it with full and verifiable facts.
6.9 The Bidder shall not instigate or cause to instigate any third person to commit any of the actions mentioned above.
7. Previous Transgression
7.1 The Bidder declares that no previous transgression occurred in the last three years immediately before signing of this Integrity Pact, with any other company in any country in respect of any corrupt practices envisaged hereunder or with any Public Sector Enterprise in India or any Government Department in India, that could justify bidder’s exclusion from the tender process.
7.2 If the Bidder makes incorrect statement on this subject, Bidder can be disqualified from the tender process or the contract, if already awarded, can be terminated for such reason.
8. Earnest Money/Security Deposit
8.1. Every bidder, while submitting commercial bid, shall deposit an amount* as specified in the RFP as Earnest Money/Security Deposit, with the buyer through any of the following instruments:-
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(i) Bank Draft or a Pay Order in favour of the …………………………………..,
(ii) A confirmed guarantee by an Indian Nationalized Bank, promisingpayment of the guaranteed sum to the UCIL, Government of India,represented on behalf of the President of India, on demand withinthree working days without any demur whatsoever and withoutseeking any reasons whatsoever. The demand for payment by theBuyer shall be treated as conclusive proof for payment.
(iii) Any other mode or through any other instrument, as stated in RFP.
At present, the amount of EMD/SD is as under:-
(a) For single-part tenders :2% of the quoted value.
(b) For two-part tenders :
Quoted value range (Rs.) EMD Amount (Rs.)
Upto 25 Lakhs 25 thousand More than 25 Lakhs upto 50 Lakhs 50 thousand More than 50 Lakhs upto 1 crore 1 Lakh More than 1 crore upto 2 crores 2 Lakhs More than 2 crores upto 4 crores 4 Lakhs More than 4 crores upto 8 crores 8 Lakhs More than 8 crores 10 Lakhs
8.2. The Earnest Money/Security Deposit shall be valid till the complete conclusion of contractual obligations to complete satisfaction of both the bidder and the buyer, whichever is later.
8.3 In the case of successful bidder a clause would also be incorporated in the Article pertaining to Performance Bond in the Purchase Contract that the provisions of Sanctions for Violation shall be applicable for forfeiture of Performance Bond in case of a decision by the Buyer to forfeit the same without assigning any reason for imposing sanction for violation of this pact.
8.4 The provisions regarding Sanctions for Violation in Integrity Pact include forfeiture of Performance Bond in case of a decision by the Buyer to forfeit the same without assigning any reason for imposing sanction for violation of Integrity Pact.
8.5 No interest shall be payable by the Buyer to the Bidder(s) on Earnest Money/Security Deposit for the period of its currency.
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9. Company Code of Conduct
9.1 Bidders are also advised to have a company code of conduct (clearly rejecting the use of bribes and other unethical behavior) and a compliance program for the implementation of the code of conduct throughout the company.
10. Sanctions for Violation
10.1 Any breach of the aforesaid provisions by the Bidder or any one employed by him or acting on his behalf (whether with or without the knowledge of the Bidder) or the commission of any offence by the Bidder or any one employed by him or acting on his behalf, as defined in Chapter IX of the Indian Penal Code, 1860 or the Prevention of Corruption Act 1988 or any other act enacted for the prevention of corruption shall entitle the Buyer to take all or any one of the following actions, wherever required:-
(i) To immediately call off the pre-contract negotiations withoutassigning any reason or giving any compensation to the Bidder.However, the proceedings with the other Bidder(s) would continue.
(ii) The Earnest Money/Security Deposit/Performance Bond shallstand forfeited either fully or partially, as decided by the Buyer and theBuyer shall not be required to assign any reason therefore.
(iii) To immediately cancel the contract, if already signed, withoutgiving any compensation to the Bidder.
(iv) To recover all sums already paid by the Buyer, and in case of anIndian Bidder with interest thereon at 2% higher than the prevailingPrime Lending Rate, while in case of a Bidder from a country otherthan India with interest thereon at 2% higher than the LIBOR. If anyoutstanding payment is due to the Buyer from the Bidder in connectionwith any other contract for any other stores, such outstandingpayment could also be utilized to recover the aforesaid sum andinterest.
(v) To encash the advance bank guarantee and performancebond/warranty bond, if furnished by the Bidder, in order to recover thepayments, already made by the Buyer, along with interest.
(vi) To cancel all or any other Contracts with the Bidder.
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(vii) To debar the Bidder from entering into any bid from theGovernment of India for a minimum period of five years, which may befurther extended at the discretion of the Buyer.
(viii) To recover all sums paid in violation of this Pact by Bidder(s) toany middleman or agent or broker with a view to securing thecontract.
(ix) If the Bidder or any employee of the Bidder or any person actingon behalf of the Bidder, either directly or indirectly, is closely relatedto any of the officers of the Buyer, or alternatively, if any close relativeof an officer of the Buyer has financial interest/stake in the Bidder’sfirm, the same shall be disclosed by the Bidder at the time of filing oftender. Any failure to disclose the interest involved shall entitle theBuyer to rescind the contract without payment of any compensation tothe Bidder.
The term ‘close relative’ for this purpose would mean spouse whether residing with the Government servant or not, but not include a spouse separated from the Government servant by a decree or order of a competent court; son or daughter or step son or step daughter and wholly dependent upon Government servant, but does not include a child or step child who is no longer in any way dependent upon the Government servant or of whose custody the Government servant has been deprived of by or under any law; any other person related, whether by blood or marriage, to the Government servant or to the Government servant’s wife or husband and wholly dependant upon Government servant.
(x) The Bidder shall not lend to or borrow any money from or enterinto any monetary dealings or transactions, directly or indirectly, withany employee of the Buyer, and if he does so, the Buyer shall beentitled forthwith to rescind the contract and all other contracts withthe Bidder. The Bidder shall be liable to pay compensation for any lossor damage to the Buyer resulting from such rescission and the Buyershall be entitled to deduct the amount so payable from the money(s)due to the Bidder.
(xi) In cases where irrevocable Letters of Credit have been received inrespect of any contract signed by the Buyer with the Bidder, the sameshall not be opened.
10.2 The decision of the Buyer to the effect that a breach of the provisions of this Integrity Pact has been committed by the Bidder shall be final and
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binding on the Bidder, however, the Bidder can approach the monitor(s) appointed for the purposes of this Pact.
11. Fall Clause
11.1 The Bidder undertakes that he has not supplied/is not supplying the similar systems or subsystems at a price lower than that offered in the present bid in respect of any other Ministry/Department of the Government of India and if it is found at any stage that the similar system or sub-system was supplied by the Bidder to any other Ministry/Department of the Government of India at a lower price, then that very price will be applicable to the present case and the difference in the cost would be refunded by the Bidder to the Buyer, if the contract has already been concluded.
12. Independent Monitors
12.1 The Buyer will appoint Independent Monitors for this Pact, in consultation with the Central Vigilance Commission in a case the procurement value of single order is above Rs. 50 Crores. ( Name & Address of Monitors to be given)
12.2 As soon as the Monitor notices, or believes to notice, a violation of this agreement, he will so inform the Authority designated by the BUYER.
13. Examination of Books of Accounts
In case of any allegation of violation of any provisions of this IntegrityPact or payment of commission, the Buyer or its agencies shall be entitled to examine the Books of Accounts of the Bidder and the Bidder shall provide necessary information of the relevant financial documents in English and shall extend all possible help for the purpose of such examination.
14. Law and Place of Jurisdiction
This Pact is subject to Indian Law. The place of performance andjurisdiction is the seat of the Buyer i.e. Jaduguda(Jharkhand) or as decided by the BUYER.
15. Other Legal Actions
The actions stipulated in this Integrity Pact are without prejudice toany other legal action that may follow in accordance with the provisions of the extant law in force relating to any civil or criminal proceedings.
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16. Validity
16.1 The validity of this Integrity Pact shall be from date of its signing and extend up to 5 years or the complete execution of the contract to the satisfaction of both the Buyer and the Bidder/Seller, whichever is later.
16.2 Should one or several provisions of this Pact turn out to be invalid, the remainder of this Pact remains valid. In this case, the parties will strive to come to an agreement to their original intentions.
17. The Parties hereby sign this Integrity Pact at __________ on ______________ .
BUYER BIDDER
Witness Witness
1. ___________________ 1. ____________________
2. ___________________ 2. ____________________
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