dena bank request for proposal for end-to-end …...dena bank information technology department, ho,...

DENA BANK INFORMATION TECHNOLOGY DEPARTMENT, HO, MUMBAI

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Dena Bank Request for Proposal for

End-to-End Solution

For

Merchant Acquiring Business through

Supply, installation, maintenance and management of

EDC (Electronic Data Capture) machines and/or

Point of Sales (POS) terminal at

Various merchant establishments on

Monthly Rental basis

Tender Ref: HO/ITD/547/2015 Date: 21/07/2015


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ABBREVIATIONS USED IN THIS DOCUMENT

1 RFP Request for Proposal (Interalia the term "Tender")

2 EMD Earnest Money Deposit

3 EDC Electronic Data Capture

4 PoS Point of Sale

5 PSTN public switched telephone network

6 GPRS General packet radio service

7 MPoS Mobile Point of Sale

8 Bidder Who purchase this tender document and submit response to it

9 SUCCESSFUL BIDDER/ L1 BIDDER

Means the Bidder who is found to be the lowest bidder, subject to compliance of all the Terms and Conditions of the RFP etc.

10 Service Provider Means respondent to the RFP document also abbreviated as "Bidder"

11 Bank Bank means "Dena Bank"

12 NEFT National Electronic Funds Transfer

13 RTGS Real Time Gross settlement

14 ECS Electronic Clearing System

15 NPCI National Payments Corporation of India

16 AMEX American Express

17 EMV Europay, MasterCard and Visa,

18 TLE Terminal Line Encryption

19 UKPT Unique Key Per Transaction

20 DUKPT Derived Unique Key Per Transaction

21 PCI-DSS Payment Card Industry Data Security Standard

22 PA-DSS Payment Application-Data Security Standard

23 DCC Dynamic Currency Conversion

24 DRS Disaster Recovery Site

25 BCP Business Continuity Plan

26 OEM Original Equipment Manufacturer

27 BIN Bank Identification Number

28 BG Bank Guarantee

29 SOLUTION means Set up, Manage and Operate Merchant Acquiring Business through POS/EDC terminals as per this RFP

30 MIP/VAP/NFS Master Interface point/VISA Access Point/ National Financial Switch

31 NFC Near Field Communication


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INVITATION FOR BIDS (IFB)

DATE : 21/07/2015 RFP No.: HO/ITD/547/2015

1 Dena Bank invites sealed bids from eligible bidders for End-to-End Solution for

Merchant Acquiring Business through Supply, installation, maintenance and management of EDC (Electronic Data Capture) machines and/or Point of Sales (POS) terminal at various merchant establishments on Monthly Rental.

2 Interested eligible bidders may obtain further information from the office Dena Bank,

Information Technology Department, Dena Bhawan-A, Patel Estate Road, Behind Telephone Exchange, Jogeshwari (w), Mumbai 400102.

3 The Bid Document is to be downloaded from the Website. The non-refundable fee of

`10,000/- for downloaded document must be deposited before the last date & time of sale of bidding document as tabulated below. No hardcopy of the bid document will provided.

4 Only those companies who have downloaded the Bid document and paid the non-

refundable fee shall be allowed to attend the Pre Bid Vendor Meeting. 5 The Bid Details are as follows :

S. No. Item Description

1. Bid reference HO/ITD/547/2015

2. Price of Bid Document ` 10,000/-

3. Date of commencement of sale of Bidding Documents

21/07/2015

4. Pre bid meeting 28/07/2015 15.00Hrs

5. Last date for sale of Bidding Documents

19/08/2015 15.00Hrs

6. Last Date & Time for Submission of Bids

19/08/2015 15.00Hrs

7. Date and time of opening of Technical Bids

19/08/2015 15.30Hrs

8. Place of submission & opening of Bids

Dena Bank, Information Technology Department, Dena Bhawan-A, Patel Estate Road, Behind Telephone Exchange, Jogeshwari (w), Mumbai 400102

9. Address for communication As above Sr.No.8. Tel : 022- 26767080/85/93 Fax : 26767051 [email protected]

6 All bids must be accompanied by bid security as specified in the Bidding Document

and must be delivered at the above office on or before specified date and time indicated above.

mailto:[email protected]


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7 Bids will be opened in the presence of the bidders‟ authorized representatives on the specified date and time.

8 Bidders will have an interface with the Bank on the technical feasibility of the

proposal during pre-bid meeting. If the Bank is not satisfied with technical specifications and the feasibility of the technical offers submitted by any bidder, the commercial offers of that bidder will not be opened. Technically disqualified offers will not be taken up for further process and no discussions / interface will be granted to such bidders.

9 Dena Bank reserves the right to accept or reject in part or full any or all the offers without assigning any reasons there for.

10 Tender document may be downloaded from the Banks website (hard copies of the tender document will not be provided) and non-refundable tender fee of ` 10,000/=

(Rupees Ten thousands only)should be deposited to the account as per the details hereunder and copy of transaction receipt has to be submitted on or before 19/08/2015 15.00 Hrs. Bank: Dena Bank Branch: Jogeshwari-West, Mumbai Account No: 020911023937 Account Name: Dena Bank IT Department Account Type: Current IFSC Code: BKDN0460209

ASST. GENERAL MANAGER (IT) DENA BANK, HO, MUMBAI.


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A. INTRODUCTION

1. About Dena Bank

1.1. Dena Bank was founded on 26th May, 1938 by the family of Shri. Devkaran Nanjee

under the name Devkaran Nanjee Banking Company Ltd.

1.2. It became a Public Ltd. Company in December 1939 and later the name was changed

to Dena Bank Ltd.

1.3. In July 1969 Dena Bank Ltd. along with 13 other major banks was nationalized and is

now a Public Sector Bank constituted under the Banking Companies (Acquisition &

Transfer of Undertakings) Act, 1970. Under the provisions of the Banking Regulations

Act 1949, in addition to the business of banking, the Bank can undertake other

business as specified in Section 6 of the Banking Regulations Act, 1949.

1.4. The present organisational structure of the Bank consists of four tiers viz., Corporate

Office-Head Office (HO), Field General Manager Offices (FGMO), Zonal Offices (ZO)

and Branches. HO, consisting of various functional departments‟ deals with mainly

policy formulation, setting of targets and monitoring of performance. The Bank has set

up 4 GMOs and 29 Zonal Offices to exercise immediate supervision and control over

the branches under their jurisdiction. The Bank has a network of 1686 Branches spread

across the length and breadth of the country.

1.5. The Bank also has specialized branches catering to the specific needs of Retail

customers, Industrial units, corporate clients, Forex dealers, Exporters and Importers,

Small Scale Industries and Agricultural sector. The Bank has sponsorship in 1 Regional

Rural Banks (RRB).

1.6. Bank has implemented Core Banking Solution - Finacle from Infosys. Presently all the

1686 Branches and ZOs are connected to the CBS. The Data Center of the Bank and

the CBS Project Office of the Bank are located at Jogeshwari-West, Mumbai and DR

Site is located at Electronic City, Bangalore.

2. Definitions

2.1. Bank means unless excluded by and repugnant context or the meaning thereof, shall mean „Dena Bank‟, which has invited bids under this Request for Proposal (RFP) and shall be deemed to include it successor and assigns.

2.2. RFP means Request for Proposal for End to End solution for Selection of vendors to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC terminals on Monthly Rental Model.

2.3. Bidder means a vendor submitting the proposal in response of RFP. 2.4. Contract means the agreement signed by successful bidder and the Bank at the

conclusion of bidding process, wherever required. 2.5. Successful Bidder/ L1 bidder means the Bidder who is found to be the lowest bidder,

subject to compliance of all the Terms and Conditions of the RFP, etc. 2.6. Solution means Set up, Manage and Operate Merchant Acquiring Business through

POS/EDC terminals as per this RFP. 2.7. Proposal means that Technical proposal and Financial proposal as per the formats

prescribed in the RFP.


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2.8. New Business Procurement means procurement of new Current Account/Saving Fund Account under new relationship along with installation of PoS/EDC terminal attached with new account.

3. About RFP The Bank wishes to set up, Manage and Operate Merchant Acquiring Business through POS/EDC terminals on Monthly Rental Model as stipulated in RFP. In this connection, Bank invites sealed offers (Conformity to Eligibility Criteria, Technical Proposal and Commercial Bid) for Selection of vendor/s to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC terminals as per the Terms & Conditions, Technical Specifications and Scope of Work described elsewhere in this document. The RFP document is not a recommendation, offer or invitation to enter into a contract agreement or any other arrangement in respect of the services. The provision of the services is subject to observance of selection process and appropriate documentation being agreed between the Bank and successful bidder/s as identified by the Bank after completion of the selection process. 4. Objective Bank intends to select a vendor/s who can Set up, Manage, Maintain and Operate Merchant Acquiring Business as per scope of work given in the detailed RFP through supply of POS/EDC terminals for next 5 years. The agreement can be extended for additional period of 3 years on mutually agreed terms which is renewable on annual basis. As per market trends, it is envisaged that requirement of POS/EDC terminals i.e. PSTN, GPRS, MPoS, PC POS terminals shall be in the ratio of given hereunder which may vary in future.

Type of Terminal Quantities

proposed

PSTN Based 3000

PSTN Based NFC contact Less 500

PSTN Total 3500 (a)

GPRS Based 4000

GPRS Based Desktop Terminal 1500

GPRS handheld with contactless 250

GPRS Based Desktop NFC contact Less 250

MPoS 250

MPoS with contactless 250

GPRS Total 6500 (b)

Total 10,000 (a)+(b)

the above quantities are of indicative in nature

the above quantities may vary based on the business model, customer requirement

Offers will be obtained for the above proposed quantities as part of tender for selection / commercial evaluation.

Actual quantities deployment will be based on customer requirement with variation of +/- 30%


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5. Eligibility Criteria Due to the complexity of the business and operation of POS/EDC terminals, only bidders who qualify on each and all of the below mentioned criteria, would be qualified to submit the bid and will be evaluated as per details provided further in this document. Bidder should provide full details on each of the below requirements

S. No

Eligibility Criteria Documents Required

1. The Bidder/Group Company should have been in Merchant Acquiring Business in India for at least two years as on date of RFP.

Certificate of Commencement of Business/ copy of first order.

2. During the last two audited financial years viz., 2013-14 and 2014-15 ( if 2014-15 is not audited, then 2012-13 should be considered ), the bidder should have minimum annual Turnover of Rs. 15.00 crores (Rupees Fifteen Crores only) and Rs. 30.00 Crores (Rs. Thirty Crore only) in case of joint bidder (i.e. Billing to the companies for which they have been working) from POS / EDC ( Electronic Data Capture ) business

Copy of audited financial statements (P/L & Balance sheet) for last two financial Years should be submitted alongwith the undertaking regarding PoS business.

3. Shall have positive net worth in the last two financial years as above

4. No Bidder solely or jointly shall submit more than one Bid for the Project.

Self-certificate indicating that only one bid has been submitted

5 The bidder should have experience of working with at least one scheduled commercial bank for more than two years in India in POS terminal and MPoS Terminal deployment, processing, operations and management thereof in terms of NPCI/VISA/MasterCard guidelines. The bidder should also have the capability to provide the above services for AMEX.

Give experience certificate from the related Bank.

6 The Bidder should have installed and be maintaining at least 10000 POS terminals on Pan India basis.

Attach copies of orders or experience letter on bank letter head.

7 The Bidder should have a set-up in India for operations /back-office processing of merchant acquiring transactions and should have managed Base II processing for minimum one Bank.

The operations set up/ back office details are to be Provided and experience letter on bank letter head

8 The bidder should have the capacity to provide end-to-end solution (from merchant acquiring stage to transaction, settlement, reconciliation etc.) for acquiring business to the Bank through PoS terminals and/or MPoS Terminals. This will include among others deployment and maintenance of PoS terminals with time to time updating thereof, transactions/ authorization /settlement/ operations, reconciliation, resolution of charge back issues and complaints,

Describe the technological & other Capabilities as per Annexure


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online monitoring & marketing of PoS terminals on behalf of the Bank. The bidder should have the capacity for time to time updating as per requirement of the Bank/regulators and should also have arrangement for training to the merchants.

9 The bidder should host the solution in a PCI-DSS compliant data centre as on date and should provide the details of such certifications as on date of bid submission

Copy of the certificate to be provided.

10 The bidder should be preferably Original equipment manufacturer (OEM). If not, then the bidder should be an authorized representative of OEM or should have tied up arrangement with a manufacturer of POS terminals. The tie-up arrangement must be at least prior to the date of submission of bid.

Detail of the arrangement and attach a letter from the supplier.

11 Preferably, entire activities should be managed / provided by the bidder. However, the following activities should invariably be handled and provided by the bidder/s themselves: • Authorization of the Transactions. • Processing • Settlement • Reconciliation • Installation of terminals And if any activity apart from above to be outsourced, detail thereof should be given.

Give complete details. Include the names of the vendors to whom some Services will be outsourced.

12 The bidder is required to provide support at all centres where Dena Bank is having offices / branches – existing as well as in future.

List the existing service centres and attach undertaking to provide support at all centres where Bank is having offices / branches – existing as well as in future.

13 The bidder and OEM should not be currently black-listed by any Public Sector Bank, RBI or IBA or any other Government agencies. Bidder must certify to that effect.

Self-Certificate

14 The bidder should have its own switch, certified for credit & debit card acquiring business by VISA/ MasterCard/ NPCI and Amex (if required by merchant/Bank) and also the bidder should be a registered third party processor/ member service provider(TPP/MSP) for VISA/ MasterCard and NPCI with requisite experience stated at clause no. 5. The bidder should own/have requisite valid licenses to do the Merchant Acquiring Business. All the POS Terminals should be directly connected to the bidder‟s switch for providing switch services for acquiring transactions.

Proof in this regard to be submitted

15 Merchant Management Software for POS terminals and Declaration to this effect has to


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Software Processing platform in house and the infrastructure should be in use for/by at least one Scheduled Commercial Bank in India for switching PoS.

be Declaration to this effect has to be submitted by the bidder. Letter from one public sector / commercial bank has to be Submitted.

16 The bidder should have both primary and DR centre fully audited and compliant to VISA/ MasterCard/ NPCI guide lines.

The Bidder has to submit the audit Certificate for 2014.

17 The Bidder should have its EAS / MIP / NFS connectivity in its data centre to provide the necessary connectivity to the Bank for routing VISA/Master Card/ NPCI transactions respectively. Bidder should have experience of “Fraud and Risk” Management for POS Acquiring business with at least one scheduled commercial Bank.

Bidder has to provide related details

18 The following capabilities needs to be available as part of Risk and Fraud Management.

Transactions monitoring in Real time/Near Real time through an automated rule engine.

Alert Management team with 24*7*365 presence.

Expertise in identification of changes in market trends, merchant behavior patterns.

Capability to hold the merchant payments in case of suspicion.

Expertise in creation of rules and implementing the same with minimum false positive ratios.

Bidder should provide experience letter on letter head

19 The bidder should also have the capability to provide DCC (Dynamic Currency Convertor) facility.

A note on functionality to be submitted.

20 The bidder shall also offer contact less (NFC) based POS terminals.

Shall submit technical documentation.

21 POS Infrastructure supply & management shall comply with RBI/Govt/NPCI guidelines from time-to-time.

A technical compliance note.

22 Equipment shall have aadhaar enabled features for bio-metric authorization

Technical Compliance Note

6. Joint Bidding In case the bidder/ group company is not having certain capabilities sought in tender, it can still participate in tender provided the bidder should have prior agreement and arrangement with those parties having relevant capabilities/ expertise. Such agreement should be with not more than two parties and should have been entered into before the due date of tender submission. Any service issue arising out of such arrangement will be in the domain of successful bidder and the Bank will not have any responsibility towards the third party activities/ performance. List of parties proposed to be engaged to be furnished along with the bid. In case of Joint Bid, all terms & conditions shall be applicable on all the co bidders and they will be liable/ responsible jointly as well as severally.


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7. Requirement Details Bank intends to avail services of bidder/s to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC terminals on end to end solution basis on Monthly Rental Model as detailed here under;

7.1. Monthly rent per terminal installed, to be paid to successful bidder, shall comprise of the following;

a. Rent of POS/EDC terminals installed at Merchant location. b. Monthly cost of other services, which shall include all costs like maintenance of the

terminal, supply of required stationary etc. to be provided by bidder as per scope of RFP.

7.2. Bidder is expected to source the merchants from Market at its own and as well as on

the basis of leads provided by the Bank.

7.3. Bidders must have their own switch fully certified by concerned agencies for routing of transactions. Bidders have to provide end to end solution to Bank as per „Scope of Work‟.

7.4. If the switch infrastructure is shared with other Banks/Organizations, security of data to ensured and certify from third party. Bank may conduct third party audit for hardware, software and other components deployed under this contract. Bidder to assist and provided required information / access to conduct such audit. The audit may be conducted quarterly.

7.5. All other cost, except Bin Charges to VISA/Master card / NPCI and its certification

charges by what so ever name it is called, shall be borne by the bidder.

7.6. All the certification charges of their switch & POS / EDC Terminals need to be borne by the bidder.

7.7. Bidder is required to bear Fraud & Risk Liability and provide effective Fraud & Risk

management services. Addressing of charge backs if any arises, will be to the account of the bidder and all other issues like collection of charge slips, making representation etc shall also be managed by the bidder

7.8. All the Banking Services including maintenance of Merchants Settlement account will

be provided by the Bank. The final approval of merchant sourced will be of Dena Bank, which will act as Acquiring Bank by acquiring Card. Present Transactions at Merchant Establishments where EDC/POS/GPRS/MPoS terminals shall be installed under the scope of this RFP. The Bidder / Service provider may provide the reference of the merchant to the Bank at no extra cost.

7.9. Service Provider, at the sole discretion of the Bank, may be asked to provide services

pan India, including rural and semi urban areas.

7.10. As per market trends, it is envisaged that requirement of various type of terminals shall be as under which may vary in future.


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Type of Terminal Quantities proposed

PSTN Based 3000

PSTN Based NFC contact Less 500

PSTN Total 3500 (a)

GPRS Based 4000

GPRS Based Desktop Terminal 1500

GPRS handheld with contactless 250

GPRS Based Desktop NFC contact Less 250

MPoS 250

MPoS with contactless 250

GPRS Total 6500 (b)

Total 10,000 (a)+(b)

the above quantities are of indicative in nature

the above quantities may vary based on the business model, customer requirement

Offers will be obtained for the above proposed quantities as part of tender for selection / commercial evaluation.

Actual quantities deployment will be based on customer requirement with variation of +/- 30%.

Bidder also required to quote (quantity 10 nos) cost of each type of terminals in an annexure format for outright purchase by Bank. Bidder to indicate warranty period, amc cost, deployment cost, support cost, any other associated costs, and transaction switching costs for transactions originating from Banks owned equipment. The cost quoted for outright purchase will not be part of TCO.

7.11. Bidders have to quote rates in commercial bid as per Annexure - 15.

7.12. The Bank may exercise its option to buy back the terminals installed by the bidder based on the terminals written down value (WDV) at sole discretion of the Bank at any time during the currency of the contract.

8. Scope of Work

8.1. The scope of RFP involves deployment of EDC/POS Terminals (PSTN, GPRS, PC

POS and MPoS) etc. to be installed at Merchant Locations for acceptance of all types of cards, issued in association with VISA, MasterCard & NPCI (also AMEX, if desired by the bank) etc by the Bidder and routing the transactions to Bidder‟s Switch and then to the appropriate interchange switch viz., VISA or MasterCard or NPCI or (AMEX if desired by Bank). The bidder has to deploy the EDC/POS Machines at his own cost and maintain them and also offer services including provision, deployment, installation of the EDC/POS terminals, terminal driving, switching, merchant help desk, consumables, marketing, sourcing and enrolment of Merchants, field services, transaction settlement, reconciliation of EDC/POS Transactions and handling chargeback issues.

8.2. The EDC/POS terminals being deployed and related Infrastructure must- 8.2.1. Be Fully EMV-II compliant (as per latest revisions/Provisions). 8.2.2. Be in the approved terminal list of the EMV Companies. 8.2.3. Be Chip-compliant and capable of PIN acceptance for chip cards.


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8.2.4. POS/EDC Terminals must have the facility of LCD screen to display the amount of Transaction.

8.2.5. Have unique double length Terminal Master Key. 8.2.6. Be TLE & UKPT/DUKPT Compliant 8.2.7. Terminals, POS/EDC Infrastructure and service provider should be PCI-DSS

compliant as per latest compliance standard released by PCI Council as on the date of RFP.

8.2.8. Any Card payment application used must be PA-DSS Compliant. 8.2.9. Be fully compliant to MoF/RBI/BCA/NPCI directives and upgradable to all future

directives of MoF/RBI/BCA/NPCI at no extra cost to the Bank. 8.2.10. The PoS/EDC terminals for fuel merchants should be PESO (Petroleum and

Explosives Safety Organisation) certified/compliant. 8.2.11. The service provider should be able to deploy NFC ( Near Field

Communications) terminals consequently its systems should be compatible to process the transactions through NFC cards in near future‟

8.3. Scope of Contract and Deliverables:

8.3.1. The Bank is inviting offers from Bidders, capable and experienced in all aspects

relating to Merchant POS/EDC Acquiring business by deploying EMV-II Compliant EDC/POS TERMINALS Machines, capable of reading Chip Card and PIN enabled, at their own cost at various Merchant locations across the country and maintains them.

8.3.2. POS/EDC Infrastructure of the service provider should be compliant to PCI -

DSS/ PA-DSS standards and as per other specifications given in clause 8.2 above and of reputed companies. The Bidder should disclose the brand, model and manufacturer‟s name of the POS/EDC Machines to be offered to the Bank and the said PoS/EDC terminals should be currently under operation at least in one schedule commercial bank with trouble free operations.

8.3.3. The EDC/POS terminals should be connected to the bidders switch for routing/accounting of transactions and then to the VISA/MasterCard/ NPCI (AMEX if desired by the Bank) for POS/EDC Transactions. In future if required, bidder to route issuer transactions of Bank, directly to Bank switch.

8.3.4. Merchant should be able to submit the daily Transactions/Bills online to the

bidder for settlement through Batch Settlement Process. The merchant agreement between the Bank and Merchant will provide for safe keeping of the records including charge slip by the merchant.

8.3.5. The bidder should have the capability to supply and install EDC/POS terminals,

Merchant Management and Training, while the Bank will provide the Lead and necessary assistance in sourcing the Merchants.

8.3.6. The bidder should have a Merchant Helpdesk for attending to the queries of the

Merchants. Bidder shall also handle the settlement and payment related queries by the Merchants of the Banks.


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8.3.7. Bidders must have direct connectivity to VISA, MasterCard and NPCI network through Extended Access Server (for VISA), MasterCard Interface Point (for MasterCard) and National Financial Switch (for NPCI).

8.4. The Bidder shall comply with / provide confirmation on the following:

8.4.1. Should provide network monitoring and ensuring seamless connectivity of

POS/EDC machines.

8.4.2. All the EDC/POS terminals should be directly connected to the Bidder‟s switch for providing Switch Services for acquiring transactions. The third party processor switch should be duly certified by VISA/Mastercard/NPCI (AMEX if desired by the Bank) and comply with all administrative formalities and documentation requirements of VISA/Mastercard/NPCI (AMEX if desired by the Bank).

8.4.3. The transactions would be routed directly to VISA/Mastercard/NPCI (AMEX if

desired by the Bank) for all acquired transactions. In future if required, bidder to route issuer transactions of Bank, directly to Bank switch. The charges, if any, for switch certification that need to be done on the Bank‟s switch side would be taken care by the bank. The bidder should bear the charges at its own switch side. The communication cost from bank‟s data centre to bidders data centre will be borne by Bank, in case of such connectivity requirement arises.

8.4.4. Bidder to assist Bank in obtaining VISA/MasterCard and NPCI membership for

acquiring and Bank will bear association (VISA & MasterCard & NPCI) related charges.

8.4.5. Financial liability, if any, arising on account of charge back shall be borne by the

bidder, all other activities required to be done in case of charge backs shall also be taken care of by the bidder. Bidder shall be responsible for conducting activities like charge back management, re presentment, retrieval, file uploads and download.

8.4.6. Bidder must ensure that card present transactions are strictly in line with RBI/

MOF/ IBA/ NPCI/ MasterCard/ VISA guidelines

8.4.7. The EDC/POS terminals deployed by the bidder should be capable of providing value-added services through the terminals e.g. DCC, Mobile Recharge, Bill Payment, E-ticketing, Cash @POS etc., Multi Bank EMI facility as and when required by the Bank.

8.4.8. If at a later date, the EDC/POS machines / terminals are available with separate

PIN pad to facilitate PIN entry by the Cardholder; such additions shall be made in all the terminals deployed by the bidder.

8.4.9. Bidder should be capable to deliver any significant changes like Aadhar based

authentication on POS/EDC Machines as an additional factor of authentication or any other major upgradation is required to be made in POS/EDC infrastructure to comply with MoF/ RBI/IBA/NPCI directives in future. Estimates for the POS/EDC Terminals have been made on the basis of market trends, which is indicative and may vary in future.


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8.4.10. The bidder should have the facility of charging differential Monthly Service Fee (MSF) rate to merchants for different types of credit / debit cards i.e. classic cards, gold card, platinum cards and diamond cards etc.

8.5. The deliverables shall include the following:

8.5.1. Providing end-to-end maintenance for the POS/EDC terminals including network

connectivity and end to end services related to Merchant Acquiring Business. 8.5.2. Generating the exception reports as required by the Bank and taking appropriate

action with the approval of the Bank. 8.5.3. Generating and sending standard reports and other reports / MIS as required by

the Bank from time to time. Sending Daily Transaction Statements to Merchant Establishments (e-Statements).

8.5.4. Timely escalation to the Bank on exceptions 8.5.5. Provide POS/EDC terminal switching services. 8.5.6. Merchant Set Up and Training 8.5.7. Handling Charge back issues. 8.5.8. Replenishment of consumables at merchant establishments. 8.5.9. Bidder should also provide switching of transactions acquired using PC POS and

any such type of medium of card acquisition. 8.5.10. The bidder should provide all reports daily/weekly/monthly/quarterly /half

yearly/yearly as required in formats including merchant payment advice reports and also reconcile all transactions for these POS/EDC machines. The report formats may change as per the requirements of Bank for its own use, RBI/NPCI/MoF/Govt etc., such reports to be provided at no additional cost to Bank. Bidder also provide required data for any investigation purpose in a time bound manner.

8.5.11. Bidder to do Merchant Sourcing (marketing of PoS/EDC machine/ personal visit

to merchants/ Spot and documentation verification/ sourcing of new business etc)

8.5.12. Turn Around Time for Installation and repairs of PoS/EDC terminals is as under:

Area Turn Around Time for attending lead generated by the Bank

Turn Around Time for installation of PoS /EDC terminal after Approval from the Bank

Turn Around Time for repair of PoS / EDC terminal after lodging complaint by the merchant.

Metro and Urban

3 days 2 days 24 hours

Semi-Urban

5 days 5 days 48 hours

Rural 7 days 7 days 72 hours

8.5.13. The bidder has to ensure that the Product/POS Terminals supplied under the

Contract are new, unused, of the most recent or current model and they incorporate all recent improvements in design and / or features. Further, the bidder has to


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ensure that all the Products supplied under this Contract shall have no defect, arising from design or from any act of omission of the Service Provider that may develop under normal use of the supplied products in the conditions prevailing in India.

8.6. Activities to be taken by Bank:

Framing merchant acquiring policy, pricing and standard operational procedures

Merchant Activity Monitoring through MIS provided by the Bidder

Suspect Activity Response and Merchant Termination through MIS provided by the Bidder

B. BID PROCESS

9. Bid Document & Cost:

9.1. This document can be downloaded from Bank‟s website http://www.denabank.com, in that event, the bidders should pay the Application Fee of Rs. 10,000.00 for tender document by means of NEFT/DD drawn on any scheduled Commercial Bank for the above amount in favour of Dena Bank, payable at Mumbai and submit the same (UTR No. in case of NEFT) along with “Part- A-Conformity to the Eligibility Criteria and Technical Proposal”. Submission of the cost of the bid document in other than with “Part-A-Conformity with the Eligibility Criteria and Technical Proposal” is liable to be rejected on grounds of non-payment of the cost of the bid document.

9.2. The Bidder shall bear all costs associated with the preparation and submission of the

bid and the Bank will not be responsible for the costs, regardless the conduct or outcome of the bidding process. The Bank is not liable for any cost incurred by the bidder in replying to this RFP. It is also clarified that no binding relationship will exist between any of the respondents and the Bank until the execution of the contract.

10. Clarifications to RFP and Pre-Bid Queries:

10.1. The bidder should carefully examine and understand the specifications, terms and conditions of the RFP and may seek clarifications, if required. The bidders in all such cases shall seek clarification in writing in the same serial order of that of the RFP by mentioning the relevant page number and clause number of the RFP.

10.2. All communications regarding points requiring clarifications and any doubts shall be

given in writing to the Assistant General Manager – IT, Dena Bank, Project Office- Bldg A, Patel Estate Road, Jogeshwari (West), Mumbai – 400 102 by the intending bidders by 28/07/2015 12.00 hrs

10.3. No oral or individual consultation shall be entertained.

10.4. Dena Bank personnel are available at Dena Bank, Project Office- Bldg A, Patel Estate

Road, Jogeshwari (West), Mumbai – 400 102 for any clarifications that the Bidder may require. All clarifications must be sought either in writing or through e-mail to [email protected] latest by 28/07/2015 12.00 hrs.

mailto:[email protected]


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11. Bidder Responsibility: If the proposal/quotation includes equipment products /services/software and or support by other companies or individuals, the bidder as the principal bidder shall be responsible for their supply, delivery, installation and maintenance and uninterrupted operations. The principal bidder must ensure that they possess the necessary expertise and required infrastructure for executing the task as per scope of work and has the requisite permission/license for the equipment/ software. It will be the responsibility of the bidder to enter into inter se agreement with such other service provider(s) so as to ensure uninterrupted operations. In addition to the above, the vendor would also be required to ensure the following:

In case any part of the work / process is required to be out-sourced by the vendor, the vendor shall seek prior approval of the Bank.

The vendor must ensure and confirm due diligence / KYC / Physical verification at its own as well as the employees of its service providers / sub-contractors and must be able to provide documentary evidence for the same to the satisfaction of the Bank.

The vendor must build adequate safeguards to ensure that the information/ documents/ records/ assets of the Bank are maintained in a way that the same are safe and there is no commingling of similar information with other organizations to which it may be providing services.

The vendor shall ensure preservation of all documents / data in accordance with all legal/ regulatory obligations as advised from time to time.

The vendor shall be liable for any data breach/ loss/ damage by Service Provider/ their contractor(s)/ sub contractor(s) or its employees or employees of its contractor(s)/ sub contractor(s) including any legal consequences arising out of any such breach/ loss / damage.

The successful bidder shall submit the undertaking to provide the Business Continuity Plan (BCP) acceptable to the Bank before the Bank places the Work Order on the vendor. It shall be the responsibility of the Service Provider to submit a comprehensive Business Continuity Plan (BCP) and Management of Disaster Recovery (DR) Plan for the approval of Dena Bank. The said plans:

To ensure the continuous availability of End-to-End solution for Merchant Acquiring

Business. To identify mission critical activities and their respective single points of failure. To have specific disaster recovery strategy for mission critical activities. To have disaster recovery strategy, which is well developed, documented, tested and

maintained on a regular basis. To recover and perform system operations at an alternate facility. To provide access rights/visitation rights to Dena Bank officials, RBI auditors / Govt /

NPCI etc from time to time for verification and/or audit purposes; and To provide periodic joint testing and recovery exercises.

Bidder shall also undertake to develop/customize any new application in future at its own cost for smooth running of the operations of business of the Bank.


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12. Amendments to Bidding Document:

12.1. At any time prior to deadline for submission of Bids, the Bank, for any reason, whether, at its own initiative or in response to a clarification requested by prospective bidder, may modify the bidding document, by amendment.

12.2. Notification of amendments will be made available on the Bank‟s website

www.denabank.com and will be binding on all bidders and no separate communication will be issued in this regard.

12.3. In order to allow prospective bidders reasonable time in which to take the amendment

into account in preparing their bids, the Bank, at its discretion, may extend the deadline for a reasonable period as decided by the Bank for the submission of Bids.

13. Bid System Offer Bid shall have the following 2 (two) parts:

13.1. Part-A

(i) Eligibility Conformity: Indicating their compliance to Eligibility Criteria. The format for submission of Conformity to Eligibility Criteria is as per APPENDIX - A.

(ii) Technical Proposal- indicating the response to the Technical and Functional

requirement specification of ‟Selection of vendor to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC terminal on Monthly Rental Model‟. The format for submission of Technical Proposal is as per APPENDIX - B.

13.2. Part-B

Commercial Bid - furnishing all relevant information as required as per ANNEXURE-15. The format for submission of Commercial bid is as per APPENDIX-C. 14. Preparations of Bids:

14.1. The Bid shall be typed or written in English language preferably with font size of

12 in indelible ink and shall be signed by the Bidder or a person or persons duly authorized to bind the Bidder to the Contract. The person or persons signing the Bids shall initial all pages of the Bids, except for un-amended printed literature.

14.1.1. The two parts as stated above, should be placed in two separate envelope super

scribed with Part A „Conformity to Eligibility Criteria and Technical Proposal‟ and Part B) „Commercial Bid‟ and properly closed and sealed. Thereafter, all the envelopes shall be placed inside another envelope and properly closed and sealed. The final envelope should be super scribed as “Offer Selection of vendor to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC on Monthly Rental Model in response to HO/ITD/547/2015 Dated 21/07/2015 (includes separately sealed Part A (i) - Conformity to Eligibility Criteria Part A (ii) - Technical Proposal and Part B - Commercial Bid) on the top of the envelope.


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14.1.2. All the pages of Bid including Brochures should be made in an organized, structured, and neat manner. Brochures/leaflets etc. should not be submitted in loose form. All the pages of the submitted bids should be paginated with Name, Seal and Signature of the Authorized Signatory. Bids with erasing / overwriting / cutting without authentication will be liable for rejection. Authorization letter for signing the Bid documents duly signed by Company‟s Authorized signatory should be submitted.

14.1.3. All the envelopes shall bear the name and complete postal address of the bidder

as well as the addressee, namely the Assistant General Manager – IT, Dena Bank, Project Office- Bldg A, Patel Estate Road, Jogeshwari (West), Mumbai – 400 102

14.2. Part A (i) - Conformity to Eligibility Criteria:

14.2.1. Before submitting the bid, the bidders should ensure that they conform to the

eligibility criteria as stated in clause-5 of RFP. Only after satisfying themselves of the eligibility, the Offer should be submitted.

14.2.2. The Conformity to Eligibility Criteria as per ANNEXURE-2 among others must

contain Demand Draft towards the cost of the Bid document as stated in the paragraph 9.1 above and EMD/ Bank Guarantee in lieu of EMD as per APPENDIX-E of Instructions of this document. The Conformity to Eligibility Criteria should be complete in all respects and contain all information sought for, as per APPENDIX-A.

14.2.3. After ensuring the above, it shall be placed inside a separate Envelope and

sealed and super scribed on the top of the cover as “PROPOSAL-PART-A (i) for Selection of vendor to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC terminals on Monthly Rental Model”.

14.3. Part A (ii)-Technical Proposal:

14.3.1. Technical Proposal should be submitted following the instructions contained in APPENDIX-B. Relevant technical details and documentation should be provided along with Technical Proposal.

14.3.2. The offer may not be evaluated and may be rejected by the Bank without any

further reference in case of non-adherence to the format or partial submission of technical information as per the format given in the offer.

14.3.3. If the offer of the Bidder is different from the requirement/ scope furnished in the

RFP, the bidder has to substantiate the same in detail, the reason for such deviations. The Bank shall not allow/ permit changes in the technical specifications once it is submitted.

14.3.4. The Technical Proposal is to be sealed in a separate Envelope super scribed on

the top of the cover as “TECHNICAL PROPOSAL PART-A (ii) for Selection of vendor to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC terminals on Monthly Rental Model‟ ” and should be submitted with Part A(i).


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14.3.5. The Technical Proposal should be complete in all respects and contain all

information sought for, as per APPENDIX-B. Masked Commercial Bid must be attached in Technical Offer and should not contain any price information. The Part A (ii)-Technical Proposal should be complete and should cover all products and services.

14.4. Part B- Commercial Bid:

14.4.1. The Commercial Bid is to be sealed in a separate sealed envelope super scribed

on the top of the cover as “Commercial Bid PART-B for Selection of vendor to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC terminal on Monthly Rental Model.

14.4.2. Commercial Bid shall be submitted as per ANNEXURE-15 other terms and conditions of RFP on price, any deviations or non submission of price/rate as per the format, shall make the bid liable for rejection.

14.4.3. Under no circumstances the Commercial Bid should be kept in envelop of Part-A (i.e. Conformity to Eligibility Criteria and Technical Proposal). The placement of Commercial Bid in Part A (i.e. Conformity to Eligibility Criteria and Technical Proposal) covers will make bid liable for rejection.

14.4.4. Bidder must ensure that there are no typographical or arithmetic errors in Commercial Offer. All fields must be filled up correctly.

14.4.5. Any change in the format may render the bid liable for rejection. The Commercial Bids that are incomplete or overwritten or with cutting/alteration or conditional are liable to be rejected.

14.4.6. The Bidder should indicate price exclusive of applicable taxes. 14.4.7. If any of the deliverable product mainly, Hardware, software, Service/Support etc.

has both VAT and Service Tax, the bidder has to indicate the Goods Component with percentage of VAT and Service Component with service Tax involved. The Goods Component + Service Component should be limited to 100% of the Cost Price. For example, if Goods Component is 60% then, the Service Component cannot be more than 40%.

15. Earnest Money Deposit (EMD)/Bank Guarantee In Lieu of EMD:

15.1. The bidder shall furnish Non interest earning Earnest Money Deposit (EMD) of Rs. 10,00,000/- (Rupees Ten lacs Only) by way of RTGS/Demand Draft drawn on any scheduled bank in favour of Dena Bank, payable at Mumbai and the same should be kept along with the Part-A - Conformity to Eligibility Criteria and Technical Proposal.

15.2. In Case the EMD is submitted in the form of Bank Guarantee the same should be valid for the minimum period of 6 months with a claim period of 3 months. The format for submission of EMD in the form of Bank Guarantee is as per APPENDIX-E.

15.3. Submission of EMD in other than Part A - Conformity to Eligibility Criteria and Technical Proposal Envelope, is liable to be rejected on grounds of non submission of EMD.

15.4. The EMD of the unsuccessful bidders will be refunded after finalization of the bidding process.

15.5. The EMD may be forfeited/Bank Guarantee may be invoked:

If the bidder withdraws or amends the bid during the period of bid validity specified in this document.


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If the selected bidder fails to accept the purchase order within 7 days or fails to sign the contract or fails to furnish performance guarantee in accordance with the terms of the RFP.

16. Documentation:

Technical information in the form of Brochures/Manuals/CD etc. must be submitted in support of

the Technical Offer made.

17. Costs & Currency:

The Offer must be made in Indian Rupees only as per Commercial Bid format (ANNEXURE-15).

18. Erasures or Alterations:

The Offers containing erasures or alterations will not be considered. There should be no hand-

written material, corrections, alterations or overwriting in the offer. Technical details must be

completely filled in. Correct technical information of the product being offered must be filled in.

Filling up of the information using terms such as “OK”, “accepted”, “noted”, “as given in

brochure/manual” is not acceptable. The Bank may treat such Offers as not adhering to the

tender guidelines and as unacceptable.

19. Assumptions/Presumptions/Modifications:

The Bank would like to expressly state that any assumption, modifications, terms, conditions,

deviation etc., which the bidder includes in any part of the Bidder‟s response to this RFP, will not

be taken into account either for the purpose of evaluation or at a later stage, unless such

assumptions, modifications, terms, conditions deviations etc., have been accepted by the Bank

and communicated to the bidder in writing. The bidder at a later date cannot make any plea of

having specified any assumption, modifications, terms, conditions, deviation etc in the bidder‟s

response to this RFP. No offer can be modified or withdrawn by the bidder after submission of

Bid/s.

20. Submission of Bids:

20.1. The bidder must ensure that the Physical Bids, duly signed by authorized official (s)

along with stamp on every page of the document being submitted, on the prescribed

formats as given above, are delivered, in properly sealed envelopes addressed to

Assistant General Manager – IT, Dena Bank, Project Office- Bldg A, Patel Estate Road,

Jogeshwari (West), Mumbai – 400 102, during working hours at the above mentioned

address.

20.2. Dena Bank reserves the right to accept or reject any or all bids, to take exception to

these RFP specifications or to waive any formalities. Bidder may be excluded from

further consideration for failure to fully comply with the specifications of this RFP. Dena

Bank is under no obligation to acquire any or all of the services proposed, or to explain

why any proposal is accepted or rejected.

20.3. The bidder can, if he so desires, obtain a copy of RFP on payment of Rs.10,000/-

through Demand Draft favoring Dena Bank payable at Mumbai or by deposit through

NEFT as per details given below:


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Bank: Dena Bank Branch: Jogeshwari-West, Mumbai Account No: 020911023937 Account Name: Dena Bank IT Department Account Type: Current IFSC Code: BKDN0460209

20.4. In case RFP is downloaded from website, a draft of Rs.10,000/- favoring Dena Bank and

payable at Mumbai be attached with the Bid in a separate cover towards the cost of

RFP.

All costs incurred by the Bidder in the preparation and presentation of the proposal shall be absorbed entirely by the Bidder. All supporting documentation submitted with this proposal shall become the property of Dena Bank. Bidders shall have to submit the Bid Earnest Money of Rs. 10,00,000 (Rupees Ten lacs only) for the bid in the form of Demand Draft/BG favoring Dena Bank, - Bid Earnest Money payable at Mumbai. This draft should be submitted in a separate envelope super scribed as “Earnest Money”, along with the Technical bid. An application without Bid Earnest Money is liable to be rejected. In case of unsuccessful bidder, EMD will be returned (without interest) on completion of the RFP process. EMD of the successful bidders would be refunded (without interest) after submission of the Performance Guarantee.

21. Bid Opening:

21.1. The Part A- Conformity to Eligibility Criteria and Technical Proposal shall be opened in the presence of the Bidder‟s representative/s that may choose to attend the bid opening as per following schedule.

Date Day Time Venue

19/08/2015 Wednesday 15:30 Dena Bank, Project Office- Bldg A, Patel Estate Road, Jogeshwari (West), Mumbai – 400 102

Bidder‟s representative may be present in the place and venue well in time along with an authorization letter in hand for each bid opening under this RFP, as per the format (ANNEXURE-4) enclosed. Note: Authorization letter should be carried in person and shall not be placed inside any of the bid covers.

21.2. Attendance of all the representatives of the bidders who are present at bid opening will

be taken in a register against Name, Name of the Company and with full signature.

21.3. The Bidders may note that no further notice will be given in this regard. Further, in case the bank does not function on the aforesaid date due to unforeseen circumstances or


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declared as a holiday then the bid will be accepted on the next working day as per scheduled time and venue.

21.4. The following details will be announced at the time of bid opening.

Bidders name

Presence or absence of cost of the bidding document and Bid security(In case of Technical bid opening)

Such other details as the Bank at its discretion may consider appropriate.

21.5. If any of the bidders or all bidders who submitted the tender are not present during the specified date, time and venue of opening it may be deemed that such bidder is not interested to participate in the opening of the Bid/s and the bank at its discretion will proceed further with opening of the Part A - Conformity to Eligibility Criteria and Technical Proposal in their absence.

21.6. The Part A- Conformity to Eligibility Criteria and Technical Proposal submitted by the bidder will be evaluated based on the eligibility criteria stipulated. The Part A-Technical Proposal of only those bidders who qualified in Part A- Conformity to Eligibility Criteria will be opened.

21.7. The Commercial Bid of only those bidders who qualify in Part A -Technical Proposal will be reckoned for opening.

C. SELECTION OF BIDDER

22. Preliminary Scrutiny: The Bank will scrutinize the Bid/s received to determine whether they are complete in all respects as per the requirement of RFP, whether the documents have been properly signed, whether items are offered as per RFP requirements and whether technical documentation as required to evaluate the offer has been submitted. Prior to detailed evaluation, the Bank will determine the responsiveness of each Bid to the bidding document. Responsiveness means that the bid conforms to all terms and conditions of the Eligibility Criteria and bidding document is submitted without any material deviations. 23. Clarifications of Offers:

23.1. During the process of scrutiny, evaluation and comparison of offers, the Bank may, at its discretion, seek clarifications from all the bidders/any of the bidders on the offer made by them. The bidder has to respond to the bank and submit the relevant proof /supporting documents required against clarifications, if applicable. The request for such clarifications and the Bidders response will necessarily be in writing and it should be submitted within the time frame stipulated by the Bank.

23.2. The Bank may, at its discretion, waive any minor non-conformity or any minor irregularity in the bid offer. This waiver shall be binding on all the bidders and the Bank reserves the right for such waivers.


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24. Bidders Presentation /Site Visits / Service Demonstration/POC

24.1. The Bidders who are qualified in eligibility evaluation have to give Presentation/interactions before panel of representatives of Bank on the methodology/ approach, time frame for various activities, strengths of the Bidders in carrying out the tasks as per the scope of the RFP detailed under para 8 of the RFP. The technical competence and capability of the Bidder should be clearly reflected in the presentation. If any short listed Bidder fails to make such presentation, the Bidder will be eliminated from the evaluation process.

24.2. At the sole discretion and determination of the Bank, the Bank may add any other relevant criteria for evaluating the proposals received in response to this RFP.

24.3. Setting of evaluation criteria for service demonstrations shall be entirely at the discretion of the Bank. The decision of Bank in this regard shall be final and in this regard, no correspondence shall be entertained.

25. Evaluation of Bids:

25.1. The Bank will evaluate the bid submitted by the bidders under this RFP. The Part-A Conformity to Eligibility Criteria submitted by the bidder will be evaluated based on Clause-5 of RFP.

25.2. The Part A-Technical Proposal of only those bidders who qualified in Part A-Conformity to Eligibility Criteria, will be opened by the Bank and shall be evaluated on the basis of Annexure-9 and Annexure-10 of the RFP. Bidders who succeed to score at least 75% marks shall qualify in Technical Evaluation.

Under technical bid evaluation, scoring will be based on technical compliance matrix as given below:

S.No. Technical Evaluation Max Score

1. Score of bidder‟s response to Technical Requirements on the basis of Annexure-10

120

2. Demonstration and presentation of end to end solution 30

Total Score 150

Bidders who succeed to score at least 75% marks shall qualify in Technical Evaluation.

25.3. The Commercial Bid of only those bidders who qualify in Part A - Technical Proposal will be reckoned for opening commercial bid. Format for submission of Commercial Bid is placed at Annexure-15

25.4. The Bank may, at its discretion, waive any minor non-conformity or any minor irregularity

in the offer. Bank‟s decision with regard to „minor non-conformity‟ is final and the Waiver shall be binding on all the bidders. Bank reserves the right for such waivers.

25.5. Minor Non-Conformity/ Minor Irregularity imply that they do not affect this RFP materially.

25.6. The Bank will evaluate the bid submitted by the bidders under this RFP. The Technical

Proposal submitted by the bidder will be evaluated based on technical specifications and


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the documents stipulated in Technical Proposal. The Commercial Bid of only those bidders who qualify in Technical Proposal will be reckoned for evaluation purpose.

25.7. The Bid will be evaluated by a Committee of officers of the Bank. If warranted, the Bank may engage the services of external consultants for evaluation of the bid. It is Bank's discretion to decide at the relevant point of time.

25.8. Contract will be awarded to the L1 Vendor who will be decided through Reverse Auction.

25.9. However Bank reserves its right to select more than one vendor in addition to L1 and allocate work to them provided they are ready to match quotes of L1. The offer for this will be given first to L2 and then to L3 and so on for such additional selection. In case more than one bidder is selected, L1 will be entitled for 60% of the total business and others will get 40% proportionally.

26. Short-Listing Of Bidders: The Bank will prepare a list of technically qualified bidders on the basis of evaluation of „Part-A-Technical bid‟ and the names of shortlisted bidders would be communicated through email. 27. Correction of Error In Commercial Bid Bank reserves the right to correct any arithmetical errors furnished in the Commercial Bid. If any such errors are noticed, it will be rectified on the following basis:

27.1. Bank may waive off any minor infirmity or non-conformity or irregularity in a bid, which does not constitute a material deviation.

27.2. If there is discrepancy between the unit price and total price (which is obtained by multiplying the unit price by the quantity), the unit price shall prevail and the total price shall be corrected accordingly.

27.3. If there is discrepancy between percentage and amount, the amount calculated on percentage basis will prevail.

27.4. If there is discrepancy in the total arrived at Bill of Material (addition, subtraction, multiplication, division and carryover of amount from one page to another), correct total will be arrived by the Bank and the same will prevail over the total furnished in the Bill of Material.

27.5. If there is a discrepancy between words and figures, the rate/ amount in words shall prevail, unless the amount expressed in words is related to an arithmetical error in which case, the amount in figures will prevail, subject to the above two provisions.

27.6. If the bidder does not accept the correction of errors, the bid will be rejected. 28. Determination of L1 Price: Bids, both Technical and Commercial complete in all respect Submitted by the eligible bidders as per the procedure and terms & conditions explained in the RFP elsewhere shall be evaluated


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by „Bid Evaluation Committees‟ constituted by the bank for evaluation of Technical & Commercial bids. For Technical Bid the marks will be allotted by the Evaluation Committee and as per annexure-II (Eligibility Criteria Declaration) the bidder who will secure more than 75% marks will be eligible for commercial bid.

28.1. Under Commercial bid evaluation, bidder will be selected on L1 basis through reverse auction.

28.2. The bid quoting:

i) Lowest average monthly rent per terminal including other charges such as certification charges, installation and maintenance of EDC/POS/GPRS/MPoS terminals, reconciliation, addressing of charge back, replenishment of consumables etc.

ii) Per transaction fee for notional 25.00 lac transactions per month on deployment of 10000 terminals. The volume indicated is expected to attain over a period of 12 months from the date of start of operations.

The lowest of the above bids shall be selected

28.3. The L1 shall be selected by Reverse Auction

28.4. However, the Bank does not bind itself to accept the lowest or any Bid and reserves the

right to reject any or all bids at any point of time prior to the order without assigning any reasons whatsoever.

28.5. The bank reserves the right to re-tender without assigning any reasons whatsoever. The bank shall not incur any liability to the affected bidder(s) on account of such rejection. Bank shall not be obliged to inform the affected bidder(s) of the grounds for the Bank's rejection.

28.6. The Bank reserves the right to modify any terms, conditions and specifications of the RFP and Bank reserves the right to obtain revised price bids from the bidders with regard to change in RFP clauses. The Bank reserves the right to accept any bid in whole or in part. The bank reserves the right to release part order or more than one order.

29. Bid Validity Period:

The Offer submitted and the prices quoted therein shall be valid for 180 days from the date of opening of Commercial Bid. Bid valid for any shorter period shall be rejected by the Bank 30. Proposal Ownership: The proposal and all supporting documentation submitted by the bidder shall become the property of the Bank. As the Bidder‟s proposal is central to the evaluation and selection process, it is important that, the bidder carefully prepares the proposal as per the prescribed format only. Under no circumstances, the format can be changed, altered or modified. Bidders must provide


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categorical and factual replies to specific questions. Bidders may provide additional technical literature relating to their proposal but in a separate Annexure. Correct and current technical details must be completely filled in. The Appendices/Annexure to this RFP shall form integral part of the RFP. 31. Project Ownership:

31.1. If the bidder is engaging any third party in executing the project, details there of shall be furnished. The bidder shall detail the responsibilities of such third parties involved and also submit a letter of undertaking from the parties mentioning their consent and assurance for satisfactory performance of the project. The bidder must specify any and all relationships with third parties in respect of the ownership, which are relevant to this RFP.

31.2. Ownership letter by the bidder to be submitted (Under taking letter by the bidder taking the ownership of the project execution in case third party also involved in project execution either fully or partially. The bidder shall also submit the ownership certificate issued by the third party clearly mentioning the extent of ownership).

31.3. The bidder will also submit a copy of the agreement executed between the bidder and the third party.

32. Acceptance of Offer:

32.1. The Bank reserves its right to reject any or all the offers without assigning any reason

thereof whatsoever at any stage.

32.2. The Bank will not be obliged to meet and have discussions with any bidder and/ or to entertain any representations in this regard.

32.3. The bids received and accepted will be evaluated by the Bank to ascertain the best and lowest bid in the interest of the Bank. However, the Bank does not bind itself to accept the lowest or any Bid and reserves the right to reject any or all bids at any point of time prior to the order without assigning any reasons whatsoever. The bank reserves the right to re-tender the RFP with or without modification.

32.4. The bidder including those, whose tender is not accepted shall not be entitled to claim any costs, charges, damages and expenses of and incidental to or incurred by him through or in connection with his submission of tenders, even though the Bank may elect to modify/withdraw the tender.

33. Right to Alter Scope: In the event of changes in the regulatory guidelines, bank reserves the right to change/ alter the Scope of Work. 34. Award of Contract:

34.1. The bidder who is finalised as L1 bidder will be referred to as the selected bidder and Bank will notify the name of the selected bidder on the Notice Board/ website of the Bank and also by e-mail to the successful bidder. In case Bank exercise its right to select


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additional bidders, name of such selected bidders will also be displayed on website later on and email will also be sent to them in due course.

34.2. The contract shall be awarded to and the order shall be placed with selected L1 Bidder with Bank right to award the contract to more than one bidders in addition to L1 provided they are ready to match quotes of L1. The offer for this will be given first to L2 and then to L3 and so on for such additional selection. Bank releases the order either in Full or in part or place more than one order towards the contract based on the project plan.

34.3. The selected bidder shall submit the acceptance of the order within seven days from the date of receipt of the order. Conditional or qualified acceptance shall be rejected. The effective date for start of provisional contract with the selected Bidder shall be the date of acceptance of the order by the bidder.

34.4. Bank reserves its right to consider at its sole discretion the late acceptance of the order by selected bidder.

D. TERMS AND STIPULATIONS.

35. Effective Date: The effective date shall be date of acceptance of the order by the selected bidder. However, the bidder shall submit the acceptance of the order within seven days from the date of receipt of order. The Bank reserves the right to consider the late acceptance of the order, if any, at its discretion. 36. Project Execution:

The selected bidder shall nominate a competent person as Project Manager under intimation to bank immediately on acceptance of the order, who shall be the single point of contact for the project However, for escalation purpose, details of other persons shall also be given. 37. Execution of Agreement: Within 21 days from the date of acceptance of the Order, the selected bidder shall sign a stamped “Contract” with the Bank at the time, place and in the format prescribed by the Bank. Failure to execute the Contract Agreement makes the EMD liable for forfeiture at the discretion of the Bank and also rejection of the selected Bidder. The Contract Agreement shall include all terms, conditions and specifications of RFP and also the Commercials and Price, as agreed finally after Bid evaluation and Reverse Auction. The Contract shall be executed in English language in two original, out of which one will be retained by the Bank and other by the successful bidder. The contract shall be valid till all contractual obligations are fulfilled. 38. Uptime: Bidder is required to maintain uptime for POS/EDC Infrastructure as per Clause 39.4. 39. Penalty:


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39.1. The Selected bidder has to install PoS/EDC terminal within 2 days in case of Metro/Urban areas, 5 days in case of semi-urban areas and 7 days in case of rural areas after getting installation approval from the Bank.

39.2. The Selected bidder shall be charged penalty for not adhering to the time schedule of delivery/installation/make terminal operational at the rate of Rs. 100/- per day per POS/EDC terminal, subject to a cap of 10% of the value of terminals (Notional Value of the terminals to be indicated by the bidder in the bill of material) or Rs.1000/- per terminal whichever is higher.

39.3. Penalties at the rate of Rs 100 per day per POS/EDC will be levied on Selected bidder in case the POS/EDC is down for more than 24 hours in metro and urban areas, more than 48 hours in a semi-urban and 72 hours rural area. These penalties will be applicable if terminal is not working because of any reason attributable to the service provider / bidder which could, inter-alia, include malfunctioning of the POS/EDC machine, non-availability of consumables, non-operation of Server of the service provider, or due to deficiency or non-availability of services as stated in the scope of work. The Service Provider may provide temporary equivalent replacement as a workable solution to avoid the above penalty.

39.4. Though the expected uptime level is 100 %, the minimum acceptable level of system uptime is 98% in Metro and urban centres and 96% in other centres to be computed on a monthly basis subject to verification by the Bank or through its authorized representative. Penalty for each percentage point lower than the acceptable uptime would attract a penalty of 0.5% of the billing amount for the month.

39.5. In case of loss to the Bank due to delay in uploading settlement files to respective network beyond cut-off time, the service provider has to compensate the Bank for the losses at 2% above banks prevailing Base Rate of lending.

39.6. For purpose of calculating penalty, uptime is calculated as under: Uptime (%) = (Sum of total hours during month - Sum of downtime hours during month X 100) ÷ Sum of total hours during the month.

39.7. The Selected bidder shall ensure that the meantime between failures (including any malfunctioning, breakdown or fault) in the equipment/POS Terminal or any part thereof, as calculated during any and every quarter (period of three consecutive months) is not less than 90 days.

39.8. Preventive maintenance: the Selected bidder shall conduct Preventive Maintenance {including but not limited to Merchant Training (wherever needed) inspection, testing, satisfactory execution of all diagnostics, cleaning and removal of dust and dirt from the interior and exterior of the equipment, and necessary repair of the equipment} once within first 15 days of the installation and thereafter once in a month during the currency of this agreement on a day and time to be suitable to the Merchant.

39.9. Apart from the penalty clauses given herein above, in case PoS/EDC remains out of order upto 10 days, no rental charges for that particular PoS/EDC will be deducted and in case PoS/EDC remains out of order for more than 10 days, rent for that particular PoS/EDC machine will be deducted for full month. In such event, the Service Provider if credited without deducting the rental charges for that month, the Bank can deduct the


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same from future payments payable or the Service Provider shall refund the amount forthwith to Bank on demand by the Bank.

40. Pricing & Payments:

40.1. The Price offered to the Bank must be in Indian Rupees and exclusive of all taxes. The Vendor has to inform the rate of applicable taxes separately.

40.2. No escalation in price quoted is permitted for any reason whatsoever. Prices quoted must be firm till the completion of the contract.

40.3. From the date of placing the order till the delivery of the product/solution/certification, if any changes are brought in the duties such as excise/customs etc., by the Government resulting in reduction of the cost of the systems, the benefit arising out of such reduction shall be passed on to the Bank.

40.4. Applicable Taxes will be paid at actual to the maximum of taxes indicated in the Commercial Bid. If there is any delay in delivery of the solution ordered on account of the Bidder, then any increase in tax rate has to be borne by the bidder. However if any decrease in the tax rates, then the taxes at actual will be paid.

41. Payment Terms:

41.1. Payment terms shall be on monthly basis, based on invoices provided by the bidders to the Bank for the EDC/POS terminals deployed by the Bidder at Merchant location. Date of making EDC/POS Terminals operational at Merchant location shall be considered for calculation of rent. Invoices submitted by the bidder must accompany terminal wise downtime report.

41.2. The Bidder must accept the payment terms proposed by the Bank. Any deviation from the proposed payment terms would not be accepted. The Bank shall have the right to withhold any payment due to the Bidder, in case of delays or defaults on the part of the Bidder. Such withholding of payment shall not amount to a default on the part of the Bank.

41.3. The payments will be released only through NEFT / RGTS and the Selected Bidder has to provide necessary Bank Details like Account No., Bank‟ s Name with Branch, IFSC Code etc.

41.4. The payment will be released after deducting applicable taxes (TDS) etc., if any. 42. Security Deposit / Performance Bank Guarantee:

42.1. The successful bidder should submit a Security Deposit / Performance Guarantee acceptable to the bank for Rs.50.00 lacs (Rupees Fifty lacs only) within 15 days from the date of acceptance of the Order.

42.2. If the Security Deposit /Performance Guarantee is not submitted within the time stipulated above, penalty at Rs.10000/- for each completed calendar week of delay or part thereof will be deducted from the payment or from any other payments for the delay in submission of Security Deposit/ Bank Guarantee. The total penalty under this clause shall be restricted to maximum of Rs.50000/.


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42.3. Performance Bank Guarantee obtained from any of the Scheduled Banks (Other than

Dena Bank) submitted or security deposit made should be valid for a period of 39 months, from the date of acceptance of order and shall be retained till the completion of contract period. The guarantee should also contain a claim period of three months from the last date of validity. However it should be as per the bank‟s format.(APPENDIX-D) . The PBG shall be effective and if required to be extended during the currency / extended time of the contract period.

42.4. The selected bidder shall be liable for extending the validity date and claim period of the Bank guarantees as and when it is due, on account of non completion of the project.

42.5. The security deposit / bank guarantee will be returned to the bidder within six months after completion of the contract period/extended period of the contract with the consent of both the parties, whichever is later.

42.6. The Bank shall invoke the Bank guarantee before the expiry of validity, if work is not completed and the guarantee is not extended, or if the selected bidder fails to complete his obligations under the contract. The assessment of performance will be the sole discretions of the bank. The Bank shall be notifying the selected bidder in writing before invoking the Bank guarantee.

43. Order Cancellations:

43.1. The Bank reserves its right to cancel the entire / unexecuted part of the Purchase Order

at any time by assigning appropriate reasons and recover expenditure incurred by the Bank in addition to recovery of Liquidated damages as per the terms of the contract, in the event of one or more of the following conditions: 43.1.1. Delay in delivery of solution beyond the specified period. 43.1.2. Serious discrepancies noted in the solution delivered. 43.1.3. Breaches in the terms and conditions of the Order. 43.1.4. Non satisfactory performance of bidder during the contract period.

43.2. In addition to the cancellation of purchase order, the Bank reserves its right to invoke the Bank Guarantee or foreclose the Security Deposit given by the bidder towards non-performance/non-compliance of the terms and conditions of the contract, to appropriate towards damages.

43.3. Bank shall serve the notice of termination to the bidder at least 30 days prior, of its

intention to terminate services during the contract period. 44. Software, Drivers and Manuals:

44.1. The bidder shall supply along with each item, all the related documents, manuals, catalogues, if any, without any cost to the Bank. The media and documents shall be in English.


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44.2. All related documents, manuals, catalogues and information furnished by the bidder shall become the property of the Bank.

45. Training The Selected bidder shall provide the training to the bank‟s personnel as described below:

45.1. The Bidder shall provide extensive training, on its product, to users including branch officials, Card Centre officials/staff etc. The training will have to be provided at Mumbai and all cost of trainers and training material in providing 3 training batches to Bank ‟s officials shall be borne by the bidder

45.2. The Bidder shall provide a detailed operations and maintenance manual for use of the staff including training the Bank's personnel. 45.2.1. Bidder should submit detailed course content and provisional agenda along with

the Bid. 45.2.2. The course will be designed in such a capsule manner that duration will be of 1 -

2 day 46. Project Timelines The timelines of implementation of the project shall be submitted along with the tender submission in the following format.

S. No. Activity Weeks Required for the activity

Project duration (weeks)

Max. Time period for completion

1 Completion of post reverse auction Formalities

2 2 2 weeks of issuing the letter of intent to successful Bidder

2 Completion of Certification Process/UAT

4 6 6 weeks of issuing the letter of intent to successful bidder

The solution should be ready for deployment of first lot of POS/EDC Terminals with the start of 7th week from the date of issuing the letter of intent. Afterwards, deployment of terminals will be an ongoing process. 47. Terms & Conditions:

47.1. Adherence to Terms and Conditions The Bidders who wish to submit responses to this RFP should note that they should abide (in true intent and spirit) by all the terms and conditions contained in the RFP. If the responses contain any extraneous conditions put in by respondents, such responses may be disqualified and may not be considered for the selection process.

47.2. Period of Contract


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The period of contract is initially for 5 years which may be renewed for additional 3 years 3 terms of one year each with mutual consent and can be extended based on the satisfactory performance of the bidder at the sole discretion of the Bank. However, there shall be an yearly review of the performance of the vendor by the Bank.

47.3. Professionalism The bidder should provide professional, objective and impartial advice at all times and hold the Bank‟ s interest paramount and should observe the highest standard of ethics, values, and code of conduct, honesty and integrity while executing the assignment.

47.4. Adherence To Standards The bidder should adhere to approved standards in the process and delivered goods.The Bank reserves the right to ascertain information from the other Banks and institutions to which the Bidders have rendered their services for execution of similar projects.

47.5. Expenses

It may be noted that Bank will not pay any amount/expenses / charges/ fees / traveling expenses / boarding expenses / lodging expenses / conveyance expenses / out of pocket expenses other than the “Agreed Price”.

47.6. Single Point of Contact The selected Bidder has to provide details of single point of contact viz. name, designation, address, e-mail address, telephone/mobile no., fax no. etc.

47.7. Authorized Signatory The selected Bidder shall indicate the authorized signatories who can discuss and correspond with the Bank, with regard to the obligations under the contract. The selected Bidder shall submit at the time of signing the contract, a certified copy of the resolution of their Board, authenticated by Company Secretary/Director, authorizing an official or officials of the company or a Power of Attorney copy to discuss, sign agreements/contracts with the Bank. The Bidder shall furnish proof of signature identification for above purposes as required by the Bank.

47.8. Non Payment Of Agreed Price If any of the items/activities as mentioned in the price bid and as mentioned in ANNEXURE-15 are not taken up by the Bank during the course of this assignment, the Bank will not pay the contracted agreed price quoted/agreed by the selected QSA in the Price Bid against such activity/item.

47.9. No Employer-Employee Relationship The Bidder or any of its holding/subsidiary/joint-venture/ affiliate / group/ client companies or any of their employees / officers / staff / personnel representatives/agents shall not, under any circumstances, be deemed to have any employer-employee relationship with the Bank or any of its employees/officers/ staff/representatives/ personnel/agents.


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47.10. Vicarious Liability:

The Bidder shall be the principal employer of the employees, agents, contractors, Subcontractors etc., engaged by the Bidder and shall be vicariously liable for all the acts, deeds, matters or things, of such persons whether the same is within the scope of power or outside the scope of power, vested under the contract. No right of any employment in the Bank shall accrue or arise, by virtue of engagement of employees, agents, contractors, subcontractors etc., by the bidder, for any assignment under the contract. All remuneration, claims, wages dues etc., of such employees, agents, contractors, subcontractors etc., of the bidder shall be paid by the bidder alone and the Bank shall not have any direct or indirect liability or obligation, to pay any charges, claims or wages of any of the Bidder‟s employees, agents, contractors, subcontractors etc. The bidder shall agree to hold the Bank, its successors, assigns and administrators fully indemnified, and harmless against loss or liability, claims, actions or proceedings, if any, whatsoever nature that may arise or caused to the Bank through the action of Bidder‟s employees, agents, contractors, subcontractors etc.

47.11. Cancellation Of Contract And Compensation: The Bank reserves the right to cancel the contract of the selected Bidder and recover expenditure incurred by the Bank in any of the following circumstances. The Bank would provide 30 days notice to rectify any breach/ unsatisfactory progress.

47.11.1.The selected Bidder commits a breach of any of the terms and conditions of the bid/contract.

47.11.2.The Bidder becomes insolvent or goes into liquidation voluntarily or otherwise. 47.11.3.An attachment is levied or continues to be levied for a period of 7 days upon effects

of the bid. 47.11.4.The progress regarding execution of the contract, made by the selected Bidder is

found to be unsatisfactory. 47.11.5.If the selected Bidder fails to complete the due performance of the contract in

accordance with the agreed terms and conditions. 47.11.6.After the award of the contract, if the selected Bidder does not perform satisfactorily

or delays execution of the contract, the Bank reserves the right to get the balance contract executed by another party of its choice by giving one month‟ s notice for the same. In this event, the selected Bidder is bound to make good the additional expenditure, which the Bank may have to incur to carry out for the execution of the balance of the contract. This clause is also applicable, if for any reason, the contract is cancelled.

47.11.7.The Bank reserves the right to recover any dues payable by the selected Bidder from any amount outstanding to the credit of the selected Bidder, including the pending bills and/or invoking Bank Guarantee/Security Deposit, if any, under this contract.

E. GENERAL CONDITIONS:

48. Intellectual Property Rights:

48.1. Bidder warrants that the inputs provided shall not infringe upon any third party intellectual property rights, including copyrights, patents and other intellectual property rights of any nature whatsoever. Bidder warrants that the deliverables shall not infringe


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upon any third party intellectual property rights, including copyrights, patents and other intellectual property rights of any nature whatsoever.

48.2. In the event that the Deliverables become the subject of claim of violation or

infringement of a third party‟ s intellectual property rights, bidder shall at its choice and expense: [a] procure for Bank the right to continue to use such deliverables; [b] replace or modify such deliverables to make them non-infringing, provided that the same function is performed by the replacement or modified deliverables as the infringing deliverables; or [c] if the rights to use cannot be procured or the deliverables cannot be replaced or modified, accept the return of the deliverables and reimburse bank for any amounts paid to bidder for such deliverables, along with the replacement costs incurred by Bank for procuring an equivalent equipment in addition to the penalties levied by Bank. However, Bank shall not bear any kind of expense, charge, fees or any kind of costs in this regard. Notwithstanding the remedies contained herein, the bidder shall be responsible for payment of penalties in case service levels are not met because of inability of the bank to use the proposed solution.

48.3. The bidder acknowledges that business logics, work flows, delegation and decision

making processes of Bank are of business sensitive nature and shall not be disclosed/referred to other clients, agents or distributors.

49. Roles & Responsibility during Project Implementation

49.1. All tools, tackles, testing instruments, consumables, vehicles, etc., as required during all operations such as transport, installation, testing, commissioning, maintenance shall be provided by the Bidder at no extra cost to the Bank for completing the scope of work as per this RFP.

49.2. The selected Bidder shall take all steps to ensure safety of bidder‟ s and the bank‟ s

personnel during execution of the contract and also be liable for any consequences due to omission or act of the selected bidder or theirs sub-bidders.

49.3. The cost of migration, if any from the existing service provider to the new service

provider will be borne by the newly selected L1 bidder.

49.4. In case any damage of Bank‟ s property during execution of work is attributable to the bidder, bidder has to replace the damaged property at his own cost.

50. Indemnity:

50.1. The bidder shall keep and hold the Bank indemnified and harmless from time to time and at all times against all actions, proceedings, claims, suits, liabilities (including statutory liability), penalties, demands, charges, costs (including legal costs) and expenses, damages, losses and any other expenses which may be caused to or suffered by or made or taken against the Bank arising out of:

50.1.1. The breach, default or non-performance of undertakings, warranties, covenants

or obligations by the bidder;

50.1.2. Any contravention or Non-compliance with any applicable laws, regulations, rules, statutory or legal requirements by the bidder;


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50.2. Further, the bidder shall indemnify, protect and save the Bank against all claims, losses,

costs, damages, expenses, action suits and other proceedings, resulting from infringement of any law pertaining to patent, trademarks, copyrights etc. or such other statutory infringements in respect of PCI-DSS & PA-DSS compliance of POS/EDC Infrastructure for POS/EDC Terminals, supplied by them.

50.2.1. All indemnities shall survive notwithstanding expiry or termination of the contract

and bidder shall continue to be liable under the indemnities.

50.2.2. Claims made by the Bank/third parties in case of infringement of Intellectual property rights or for claims relating to the loss of damage to real property and tangible personal property and for bodily injury or death and in these cases the liability will be unlimited of the bidder.

51. Inspection/ Audit of Records:

51.1. A. Bank at its discretion may verify the accounts and records or appoint third party for verification including an auditor for audit of records including Hardware, Software provided to the Bank under the RFP and the vendor shall extend all cooperation in this regard detailed as under:

51.2. B. Dena Bank may, at its discretion after giving 7 working days prior intimation,

audit at its own cost the services provided for last two years under this agreement by Service Provider by its external / internal auditors or by agents appointed to act on its behalf and to obtain copies of any audit or review reports and findings made on Service Provider in conjunction with the services performed for Dena Bank.

Service Provider recognizes right of the Reserve Bank of India / Govt / NPCI or Bank appointed agency to conduct an inspection of Service Provider premises, sites or infrastructure, its books and accounts pertaining to the services rendered under this agreement located in India to satisfy any Legal Requirements or any mandatory requirement as may be imposed by the Reserve Bank of India from time-to-time by one or more of the Reserve Bank of India officers/ employees or Dena Bank‟s internal and external auditors. The entire cost of inspection and/or audit shall be borne by Dena Bank only.

51.3. Service Provider shall, whenever required, furnish within reasonable time all relevant

information, records, transaction details and data pertaining to the services rendered during the last two years under this agreement to such auditors and/or inspecting officials of Dena Bank and/or Reserve Bank of India and/or any regulatory authority. Dena Bank reserves the right to call for any relevant material information/report pertaining to services rendered under this agreement at its own cost. Compliance of the observations made by the inspecting officials shall be adhered to by Service Provider.

51.4. Service Provider to ensure the relevant off-shore regulator will neither obstruct the

arrangement nor object to RBI inspection visits / visits of banks internal and external auditors as mentioned above.


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52. Assignment:

52.1. The vendors shall not assign to any one, in whole or in part, its obligations to perform under the RFP/contract, except with the Banks prior written consent.

52.2. If the Bank undergoes a merger, amalgamation, take-over, consolidation,

reconstruction, change of ownership etc., this RFP shall be considered to be assigned to the new entity and such an act shall not affect the rights and obligations of the Vendor under this RFP.

53. Publicity: Any publicity by the bidder in which the name of the Bank is to be used will be done only with the explicit written permission of the Bank. 54. Guarantees: The bidder should guarantee that the software/solution supplied to the Bank includes all patches, upgrades/ updates etc., and the same are licensed and legally obtained. All software must be supplied with their original and complete printed documentation. Similarly all the equipment supplied under the contract shall be under warranty / AMC under back-to-back arrangement with OEM / or its authorized entities. Bidder to incorporate any regulatory changes into the systems deployed at no additional cost to Bank. Any new software features that are otherwise provided by bidders to any of their other customers shall be made available to Bank during the contract period at no additional cost to Bank. 55. Confidentiality and Non-Disclosure The bidder shall take all necessary precautions to ensure that all confidential information is treated as confidential and not disclosed or used other than for the purpose of project execution. Bidder shall suitably defend; indemnify Bank for any loss/damage suffered by Bank on account of and to the extent of any disclosure of the confidential information. The bidder shall furnish an undertaking. No media release, public announcement or any other reference to the RFP or any programme there under shall be made without the written consent from the Bank. Reproduction of this RFP, without the prior written consent of the Bank, by photographic, electronic or other means is strictly prohibited. 56. Amendments to the Agreement: Once contract agreement is executed with the bidder, no amendments or modifications of Agreement and no waiver of any of the terms or conditions hereof shall be valid or binding unless made in writing. 57. General Contract Agreement Conditions:

57.1. Neither Bank nor Bidder shall assign any rights or obligations herein without obtaining the prior consent of the other Party.


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57.2. No forbearance, indulgence, relaxation or inaction by any Party [Bank or Bidder] at any time to require the performance of any provision of Agreement shall in any way affect, diminish, or prejudice the right of such Party to require the performance of that or any other provision of Agreement.

57.3. No waiver or acquiescence of any breach, or any continuing or subsequent breach of any provision of Agreement shall be construed as a waiver of any right under or arising out of Agreement or an acquiescence to or recognition of any right and/or any position other than that expressly stipulated in the Agreement.

57.4. All remedies of either Bank or Bidder under the Agreement whether provided herein or conferred by statute, civil law, common law, custom, or trade usage, are cumulative and not alternative may be enforced successively or concurrently.

57.5. If any provision of Agreement or the application thereof to any person or Party [Bank/Bidder] is or becomes invalid or unenforceable or prohibited by law to any extent, this Agreement shall be considered divisible as to such provision, and such provision alone shall be inoperative to such extent and the remainder of the Agreement shall be valid and binding as though such provision had not been included.

57.6. None of the provisions of Agreement shall be deemed to constitute a partnership between the Parties [Bank and Bidder] and neither Party [Bank nor Bidder] shall have any right or authority to bind the other as the others agent or representative and no Party shall be deemed to be the agent of the other in any way.

57.7. Agreement shall not be intended and shall not be construed to confer on any person other than the Parties [Bank and Bidder] hereto, any rights or remedies herein.

57.8. Agreement shall be executed in English language in two original, out of which one will be retained by the Bank and other by the successful bidder.

58. Negligence: If the selected bidder neglects to execute the work with due diligence or expedition or refuses or neglects to comply with any reasonable order given to him in writing by the Bank, in such eventuality, the Bank may after giving notice in writing to the selected bidder calling upon him to make good the failure, neglect or contravention complained of, within such times as may be deemed reasonable and in default of the said notice, the Bank shall have the right to cancel the Contract holding the selected bidder liable for the damages that the Bank may sustain in this behalf. Thereafter, the Bank may make good the failure at the risk and cost of the selected bidder. 59. Responsibility for Completeness:

59.1. The bidder shall ensure that the Solution provided Hardware/Software/Middleware etc] meets all the technical and functional requirements as envisaged in the scope of the RFP

59.2. The bidder shall deliver, install the equipment and port the software, arrange for user acceptance test at bidder‟s cost as per accepted time schedules. The bidder is liable for penalties levied by Bank for any deviation in this regard. The bidder shall provide for all


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tools, testing instruments, drivers, consumables required to install, customize and test the software without any further charge, expense and cost to Bank.

59.3. Any supplies and services which might not have been specifically mentioned in this tender but are necessary for installation, testing, commissioning, performance or completeness of the order, shall be provided / made available by the bidder as per the time schedule for smooth and efficient operation and maintenance of the system under Indian condition.

59.4. The Bidder shall be responsible for any discrepancies, errors and omissions in the drawings or other information submitted by him irrespective of whether these have been approved, reviewed or otherwise accepted by the bank or not. The bidder shall take all corrective measures arising out of discrepancies, error and omission in drawings and other information as mentioned above within the time schedule and without extra cost to the bank.

60. Responsibilities of the Bank:

60.1. Provide Acquiring BIN of NPCI, VISA, ICA of MasterCard and INN of Maestro. 60.2. Identification / selection of merchants from Bank‟s existing customer-base/ future

customer base. 60.3. To designate a nodal officer who will be the single point of contact for the service

provider 60.4. To transmit the merchant information through a mutually agreed mode and format to

enable the service provider to set up the merchant in its system on agreed terms. 60.5. To finalize the format of the settlement file 60.6. To credit on a daily basis the settled amounts of merchants based on the settlement file

provided by the service provider 60.7. To act on risk mitigation advisory from service provider 60.8. Certification of Bank‟s BIN on switch of Bidder by MasterCard and NPCI, VISA etc.

61. Responsibilities of the Bidder:

61.1. To settle POS/EDC transactions pertaining to merchant establishments enrolled with Dena Bank with NPCI, VISA and MasterCard. Dena Bank is already having a settlement account with VISA/NPCI. Bidder to assist Bank in opening a settlement account with Mastercard etc.

61.2. The bidder should ensure that the merchant is able to submit the daily transactions/bills online to them for settlement.

61.3. Development, maintenance, customization and periodical up-gradation of terminal application software.

61.4. Certification of acquiring host by MasterCard, NPCI, VISA etc. 61.5. VAP/MIP hosting, handling, periodical up-gradation as per rules revised by MasterCard

and NPCI, VISA etc. periodically and ensuring meticulous compliance of the prescribed rules from time to time.

61.6. Periodical certification of the hardware, software and application of POS/EDC terminal as is considered necessary.

61.7. Purchase, storage, insurance, repairs and maintenance of POS/EDC terminals 61.8. To keep EDC machines, POS/EDC Infrastructure updated with the directives/ guide

lines of regulators and Bank Card Association & Hosting of Merchant Management Software and its hardware in a secured environment.


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61.9. Sensitizing the Bank Officials on various aspects of Merchant Acquiring Business. 61.10. Board Merchants along with all techno-commercial details in the Merchant Management

Software. 61.11. Prepare a risk profile of the merchant, performing TRACE/NMAS/MATCH etc for

merchants. 61.12. Undertake terminal installation, activation and management. 61.13. Conduct merchant training on an ongoing basis. 61.14. Supply consumables to merchants based on requirement. 61.15. Undertake POS/EDC terminal maintenance, repair or replacement as required. 61.16. Arrange for Network Access Connectors (NACs). 61.17. Develop interface between POS/EDC terminals and service provider through

established network. 61.18. The Bidder shall comply with/provide confirmation on provision of network monitoring

facility and ensuring connectivity of POS/EDC machines. 61.19. Provide Merchant help desk support for attending to the Merchants‟ queries and a web

based portal for lodgment of complaints to the Merchants. 61.20. Ensure smooth back-end transaction processing viz., capturing of transaction from

POS/EDC terminals, routing it to issuer through VAP/MIP/NPCI, obtaining response from issuer and transmitting back the response to the merchant.

61.21. Maintain record of all successful and unsuccessful transactions logs in a secure environment.

61.22. Process settlement files from MasterCard/VISA/NPCI etc. with the transaction record and service charges applicable with respective entity

61.23. Reconcile settlements including charge-backs, re-presentments, pre-arbitrations and arbitrations etc. as laid down in the rules for this purpose.

61.24. Filter the transactions through risk analysis and fraud monitoring tools in online and offline environment.

61.25. Undertake dispute management, grievance redressal etc. 61.26. Provide daily Merchant wise settlement report to enable the bank to credit monies to the

respective merchants as per agreed terms. 61.27. Daily and periodic MIS reports for Fraud monitoring, transaction velocity and activity

reports, negative balance reports as required by the Bank to be sent to Bank branch managers and others as may be required from time to time.

61.28. Daily report to be sent to the Bank on system performance with reasons wherever deficiency has been observed.

61.29. Service Provider has got trained and experienced personnel as to enable Service Provider to fully perform the contractual obligations arising under this agreement and Service Provider has verified the antecedents/performed background checks of such personnel as per the RBI guidelines before engaging them in providing, supporting and/or executing any services under end-to-end solution for merchant acquiring business. Further, Service Provider will do re verification check after every two years the background of such personnel as per RBI guidelines.

61.30. The service provider may procure the services of local vendors/ sub-contractors, with the explicit permission of the Bank, for terminal installation, merchant training, merchant help desk, terminal repair and servicing, supply of spares and consumables, terminal replacement and installation of terminal application software, that should be required by them. The service provider will be solely responsible for under or non-performance and deficiency of services of such third party bidder (s).

61.31. No payment will be made by the Bank to the third party bidder (s) for their services. The service provider shall enter into agreement with such bidders and provide a copy of such agreement to the Bank. The agreement between service provider and local


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vendors/sub-contractors should explicitly include a clause regarding confidentiality/integrity/availability of data and other information related to business.

61.32. By submitting a signed bid/response to this RFP the Bidder certifies that:

I. The prices in the bid have not been disclosed and shall not be disclosed to any other bidder of this RFP.

II. No attempt by the Bidder to induce any other bidder to submit or not to submit a bid for restricting competition has occurred.

III. Each Bidder must indicate whether or not they have any actual or potential conflict of interest related to contracting services with Dena Bank. In case such conflicts of interest do arise, the Bidder must indicate the manner in which such conflicts can be resolved.

IV. The Bidder represents and acknowledges to the Bank that it possesses necessary experience, expertise and ability to undertake and fulfil its obligations, under all phases involved in the performance of the provisions of this RFP. The Bidder represents that all software to be supplied in response to this RFP shall meet the proposed Bidder solution requirements. The Bidder shall be required to independently arrive at a solution, which is suitable for the Bank, after taking into consideration the effort estimated for implementation of the same. If any services, functions or responsibilities not specifically described in this RFP are an inherent, necessary or customary part of the deliverables or services and are required for proper performance or provision of the deliverables or services in accordance with this RFP, they shall be deemed to be included within the scope of the deliverables or services, as if such services, functions or responsibilities were specifically required and described in this RFP and shall be provided by the Bidder at no additional cost to the Bank. The Bidder also acknowledges that the Bank relies on this statement of fact, therefore neither accepting responsibility for, nor relieving the Bidder of responsibility for the performance of all provisions and terms and conditions of this RFP, the Bank expects the Bidder to fulfill all the terms and conditions of this RFP.

62. Force Majeure:

62.1. The bidder shall not be liable for default or non-performance of the obligations under the contract, if such default or non-performance of the obligations under this contract is caused by any reason or circumstances or occurrences beyond the control of the bidder, i.e. Force Majeure.

62.2. For the purpose of this clause, “Force Majeure” shall mean an event beyond the control of the bidder, due to or as a result of or caused by acts of God, wars, insurrections, riots, earth quake and fire, events not foreseeable but does not include any fault or negligence or carelessness on the part of the bidder, resulting in such a situation.

62.3. In the event of any such intervening Force Majeure, the Bidder shall notify the Bank in writing of such circumstances and the cause thereof immediately within five Calendar days. Unless otherwise directed by the Bank, the Bidder shall continue to perform / render / discharge other obligations as far as they can reasonably be attended / fulfilled and shall seek all reasonable alternative means for performance affected by the Event of Force Majeure.

62.4. In such a case, the time for performance shall be extended by a period (s) not less than the duration of such delay. If the duration of delay continues beyond a period of three months, the Bank and the Bidder shall hold consultations with each other in an


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endeavor to find a solution to the problem. Notwithstanding above, the decision of the Bank shall be final and binding on the Bidder.

63. Corrupt And Fraudulent Practices

63.1. As per Central Vigilance Commission (CVC) directives, it is required that Bidders /Suppliers/Contractors observe the highest standard of ethics during the procurement and execution of such contracts in pursuance of this policy:

63.2. "Corrupt Practice" means the offering, giving, receiving or soliciting of anything of values to influence the action of an official in the procurement process or in contract execution AND

63.3. "Fraudulent Practice" means a misrepresentation of facts in order to influence a procurement process or the execution of contract to the detriment of the Bank and includes collusive practice among bidders (prior to or after bid submission) designed to establish bid prices at artificial non-competitive levels and to deprive the Bank of the benefits of free and open competition.

63.4. The Bank reserves the right to reject a proposal for award if it determines that the bidder recommended for award has engaged in corrupt or fraudulent practices in competing for the contract in question.

63.5. The Bank reserves the right to declare a firm ineligible, either indefinitely or for a stated period of time, to be awarded a contract if at any time it determines that the firm has engaged in corrupt or fraudulent practices in competing for or in executing the contract.

63.6. The decision of the Bank in determining the above aspects will be final and binding on all the Bidders.

63.7. No Bidder shall contact through any means of communication the Bank or any of its employees on any matter relating to its bid, from the time the bid opening to the time the contract is awarded. If the Bidder wishes to bring additional information to the notice of the Bank, it may do so in writing. An effort/attempt by a Bidder to influence the Bank in its decision on bid evaluation, bid comparison or contract award may result in rejection of the Bidders bid and/or blacklisting the Bidder.

63.8. The Bidder agrees not to hire, solicit or accept solicitation either directly or through a third party from any of the employees of the Bank directly involved in this contract during the period of contract and one year thereafter, except as the parties may agree on case-to-case basis.

64. Resolution of Disputes: All disputes and differences of any kind whatsoever, arising out of or in connection with this Contract/ Agreement executed by the successful bidder or in the discharge of any obligation arising under this Offer (whether during the course of execution of the order or after completion and whether beyond or after termination, abandonment or breach of the Agreement) shall be resolved amicably. In case of failure to resolve the disputes and differences amicably the matter may be referred to a sole arbitrator mutually agreed upon after issue of at least 30 days notice in writing to the other party clearly setting out there in the specific disputes. In the event of absence of consensus about the single arbitrator, the dispute may be referred to joint arbitrators; one to be nominated by each party and the said arbitrators shall appoint a presiding arbitrator. The provisions of the Indian Arbitration and Conciliation Act, 1996, shall govern the arbitration. The venue of arbitration shall be at the sole discretion of the Bank at Mumbai, India. The arbitrator shall be the one of the existing working General Manager/retired General Manager of Dena Bank.


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65. Modification/Cancellation of RFP The bank reserves the right to modify/cancel/re-tender without assigning any reasons whatsoever. The bank shall not incur any liability to the affected bidder(s) on account of such rejection. Bank shall not be obliged to inform the affected bidder(s) of the grounds for the Bank's rejection. 66. Jurisdiction of the Court: All disputes and controversies between Bank and Bidder shall be subject to the exclusive jurisdiction of the courts in Mumbai and the parties agree to submit themselves to the jurisdiction of such court. This RFP/contract agreement shall be governed by the laws of India. 67. Exit Clause

67.1. The contract period shall commence from the effective Date and shall continue for a period of 5 years (60 months) until completion of Services to be performed under this Agreement or unless terminated as set forth herein.

On expiry of completion of its terms, the Bank may at its own discretion consider for extension of the contract for another period of 36 months (3 terms of one year each) on existing terms & conditions and pricing or on mutually agreed terms.

67.2. The Bank reserves the right to cancel the contract in the event of happening one or

more of the following Conditions:

67.2.1. Failure of the successful Bidder to accept the contract and furnish the Performance Guarantee within 15 days of receipt of purchase contract;

67.2.2. Failure to set up the infrastructure as per the terms of this RFP and commence

business as envisaged in this RFP within a reasonable time beyond the timeline specified in this RFP. The decision regarding reasonable time shall be that of the Bank.

67.3. In addition to the cancellation of purchase contract, Bank reserves the right to appropriate the damages through encashment of Bid Security / Performance Guarantee given by the Bidder and other possible recourse without prejudice to the Bank thereof.

67.4. The Bank will reserve a right to re-negotiate the price and terms of the entire contract

with the Bidder at more favorable terms in case such terms are offered in the industry at that time.

67.5. Notwithstanding the existence of a dispute, and/or the commencement of arbitration

proceedings, the Bidder should continue to provide the facilities to the Bank at the site.

67.6. Reverse transition mechanism would be activated in the event of cancellation of the contract or exit by the parties or 6 months prior to expiry of the contract. The Bidder should perform a reverse transition mechanism to the Bank or its designated agency. The reverse transition mechanism should be completed within a period of 6 months and against the proper sign off by the bidder and the Bank or its designated agency post the completion of the 90 day notice period to facilitate an orderly transfer of services to the Bank or to an alternative agency nominated by the Bank.


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67.7. The reverse transition services to be provided by the bidder shall include the following:

67.7.1. The bidder shall suitably and adequately train the Bank‟s staff members or its

designated team for fully and effectively manning, operating and maintaining the data centre. Bidder shall provide adequate documentation thereof.

67.7.2. The bidder shall jointly manage the data centre with the bank or designated team

for a reasonable period of time

67.7.3. The bidder shall assist the bank in relocation of disaster recovery site facility, if desired by the bank.

67.8. The Bidder shall provide such necessary information, documentation to the Bank or its designee, for the effective management and maintenance of the Deliverables under this Agreement. Bidder shall provide documentation (in English) in electronic form where available or otherwise a single hardcopy of all existing procedures, policies and programs required to support the Services.

68. Others : Further, the successful bidder shall ensure that:

a. Data is available in a format suitable for the purpose for which it is required and is available to authorized individuals (including RBI inspectors and internal/external auditors).

b. Back up arrangements are in place for all records held in electronic form or any other

records. Periodical testing is undertaken for recovery/verification/retrieval of data as and when required and that business continuity and disaster recovery systems are in place as per the Bank‟s Information security policy.

c. Given the nature, scale and complexity of the business, Dena Bank should receive

information at the prescribed intervals i.e. daily, weekly, monthly, quarterly, half yearly, yearly as required by the Bank.

d. Given the nature, scale and complexity of the business, the record keeping

procedure of bidder to ensure that information/MIS captured in relation to the operation and management of End-to-End services follows all relevant applicable laws and rules & regulations

e. The successful bidder to comply with the following practices for retaining

records/computer data base/Data including electronic records:

i. Complying with al statutory and regulatory requirements.

ii. Storing and preserving records/computer data base/data in appropriate optical media or equivalent media along with back up storage.

iii. Ensuring that the media chosen does not conflict with the accessibility required of the relevant records and that the physical conditions under which the


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records/computer data base/data will be stored are conducive of its preservation till the proposed period of retention.

iv. Maintaining all original records in India. v. No records/computer data base/data to be erased, deleted, purged, modified

and/or destroyed by the successful bidder/s. vi. Handing over of all records/computer data base/data, including back ups to

Dena Bank as and when demanded.

f. Any future addition/ up gradation of Hardware and software on account of directives of Regulatory authority/ other bodies have to be complied with in set time frame at no cost to the Bank.

g. If Service Provider and any of its sub-contractors are not maintaining any computer

resources outside India in any off shore locations. Nevertheless, Service Provider and its sub-contractors undertake that during the currency of this agreement they shall ensure that the regulatory authority of the offshore location does not have access to the information or data relating to Dena Banks operations on the ground that the processing of such information or data is being undertaken there. Off-shore shall mean any territory other than India.

h. During the course of this Agreement, Dena Bank reserves the right after giving

reasonable prior written notice (which notice shall include timescales and location) to Service to undertake a review and audit of all or any of the Deliverables or Services being provided by Service Provider during last two years under this Agreement and all records, operational controls and processes for the last two years relating thereto. Service Provider shall co-operate fully and shall provide any information or other facility reasonably required by Dena Bank for the purpose of undertaking such review or audit as mentioned above. Where following such audit Dena Bank establishes reasonable grounds in consultation with Service Provider that Service Provider has received Charges and/or other payments from Dena Bank in excess of the payments to which it is entitled under this Agreement, Service Provider shall (without prejudice to Dena Bank‟s rights arising under this Agreement or generally) forthwith pay to Dena Bank its share of such excess receipts.

i. The Bank may also consider giving incentive to bidder/s for procurement of new

business linked to maintenance of quarterly average balance in Current/Saving Fund Account on negotiated agreed terms after finalization of contract.

69. Warranties:

69.1. All the warranties held by or in the name of the bidder shall be assigned or transferred as-is, in the name of the bank. The bidder shall execute any and all such documents as may be necessary in this regard.

69.2. The parties shall return confidential information and will sign off and acknowledge the

return of such confidential information.

69.3. The bidder shall provide all other services as may be agreed by the parties in connection with the reverse transition services.


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69.4. The bidder recognizes that considering the enormity of the assignment, the transition services listed herein are only indicative in nature and the bidder agrees to provide all assistance and services required for fully and effectively transitioning the services provided by the bidder under the scope, upon termination or expiration thereof, for any reason whatsoever

69.5. The existing Bidder would transfer all knowledge, know how and other things necessary

for the Bank or authorized agency to take over and continue to manage the services. The Bidder agrees that the reverse transition mechanism and support during reverse transition will not be compromised or affected for reasons whatsoever be for cancellation or exit of the parties.

69.6. The Bank shall have the sole and absolute discretion to decide whether proper reverse

transition mechanism over a period of 6 months, has been complied with. In the event of the conflict not being resolved, the conflict will be resolved through Arbitration.

69.7. The Bank and the Bidder shall together prepare the Reverse Transition Plan. However,

the Bank shall have the sole decision to ascertain whether such Plan has been complied with.

69.8. The Bidder agrees that in the event of cancellation or exit or expiry of the contract it

would extend all necessary support to the Bank or to its selected agency as would be required in the event of the shifting of the site and shall run system uninterruptedly on the same terms & conditions till the completion of migration.

69.9. In the pursuance of clause (i), Bidder/s to handover all the copies and/or materials

including all the originals whether in tangible and/or intangible form to Dena Bank, including but not limited to:

69.9.1. Information, data, computer data and its structure related to Dena Bank and/or its

customers.

69.9.2. All or any deliverables as covered under the scope of work.


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Annexure – I

Checkpoints to ensure accuracy of the same before submission of the bid.

Annexures (To be submitted with Part A – Conformity to eligible criteria and Technical Proposal

1. Checklist

2. Eligibility Criteria Declaration

3. Bid Covering Letter Format

4. Authorization Letter Format

5. Applicant‟ s Profile

6. Technical Bid Covering Letter Format

7. Track Record and Merchant Acquiring Business through PoS/EDC on Monthly Rental Model

8. Proposed Team Profile

9. Technical Specifications for Merchant Acquiring Business through POS on Monthly Rental Model

10. Compliance Statement

11. Undertaking Letter Format

12. Escalation Matrix

ANNEXURES (To be submitted with Part-B – Commercial Bid

13. Commercial Bid Covering Letter Format

14. Commercial Bid/Bill of Material

Checked for accuracy

Date

Signature with Name & Seal

Designation


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Annexure-1: Other Clauses

S.No. Annexure-1: Other Clauses Vendor Response (Yes/No)

Page No. at which details are enclosed

1 Whether Cost of the Tender document (Demand Draft payable at Mumbai) is submitted along with the Part A- Conformity to Eligibility Criteria?

2 Whether EMD / Bank guarantee Submitted in the Part A-Conformity to Eligibility Criteria?

3 Whether the Bid is authenticated by authorized person? Copy of Power of Attorney or Authorization letter from the company authorizing the person to sign the bid document to be submitted in Part A - Conformity to Eligibility Criteria.

4 Whether all pages are authenticated with signature and seal (Full signature to be affixed and not initials).Erasures /Overwriting/ Cutting/Corrections authenticated Certification/ Undertaking is authenticated?

5 Whether address of Office on which order has to be placed is indicated in ANNEXURE-5

6 Whether ensured that, the separately sealed envelopes containing Part A-Conformity to Eligibility Criteria and Technical Proposal and Part-B - Commercial Bid for Selection of Vendor for Merchant Acquiring Business through POS/EDC are placed and sealed in another big envelope super scribed as per RFP instructions. The Name of the Bidder, RFP No. and Due date of the RFP is specified on the top of the envelope.

7 Whether replica of price Bid is enclosed in Part A- Technical Proposal masking the price?

8 Whether the following clause is agreed? If any of the deliverable product, mainly, Hardware,


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software, Service/Support etc. has both VAT and Service Tax, the bidder has to indicate the Goods component with percentage of VAT and Service Component with service Tax involved. The Goods Component + Service Component should be limited to 100% of the Cost Price. For example, if Goods Component is 60% then, the Service Component cannot be more than 40%.

9 Whether ensured Indexing of all Document Submitted with page numbers?

10 Ownership letter by the bidder (Undertaking letter by the bidder taking the ownership of the project execution in case third party also involved in project execution either fully or partially. The bidder shall also submit the ownership certificate issued by the third party clearly mentioning the extent of ownership)

11 Whether replica of Price Bid (Masked price bid) as per Commercial Bid is submitted in Technical-Part-B.

Vendors to verify the above checklist and ensure accuracy of the same before submission of the bid.

Checked for accuracy

Date


Designation

Note: It must be ensured that Authorization letter as per ANNEXURE-4 is carried in person and has not been placed inside any of the bid covers.


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Annexure-2 Eligibility Criteria Declaration The Assistant General Manager-IT Dena Bank, Information Technology Dept. Dena Bhawan- A, Patel Estate Road, Jogeshwari (West), Mumbai – 400 102 Sub: RFP to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC on Monthly Rental Model. Ref: Your RFP: HO/ITD/547/2015 Dated: 21/07/2015 We have carefully gone through the contents of the above referred RFP and furnish the following information relating to Eligibility Criteria.

S. No

Eligibility Criteria Bidders response

Documents Required

1. The Bidder/Group Company should have been in Merchant Acquiring Business in India for at least two years as on date of RFP.

Certificate of Commencement of Business/ copy of first order.

2. During the last two audited financial years viz., 2013-14 and 2014-15 ( if 2014-15 is not audited, then 2012-13 should be considered ), the bidder should have minimum annual Turnover of Rs. 15.00 crores (Rupees Fifteen Crores only) and Rs. 30.00 Crores (Rs. Thirty Crore only) in case of joint bidder (i.e. Billing to the companies for which they have been working) from POS / EDC ( Electronic Data Capture ) business

Copy of audited financial statements (P/L & Balance sheet) for last two financial Years should be submitted alongwith the undertaking regarding PoS business.

3. Shall have positive net worth in the last two financial years as above

4. No Bidder solely or jointly shall submit more than one Bid for the Project.

Self-certificate indicating that only one bid has been submitted

5 The bidder should have experience of working with at least one scheduled commercial bank for more than two years in India in POS terminal and MPoS Terminal deployment, processing, operations and management thereof in terms of NPCI/VISA/MasterCard guidelines. The bidder should also have the capability to provide the above services for AMEX.

Give experience certificate from the related Bank.

6 The Bidder should have installed and be maintaining at least 10000 POS terminals on Pan India basis.

Attach copies of orders or experience letter on bank letter head.

7 The Bidder should have a set-up in India for operations /back-office processing of merchant

The operations set up/ back office details are


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acquiring transactions and should have managed Base II processing for minimum one Bank.

to be Provided and experience letter on bank letter head

8 The bidder should have the capacity to provide end-to-end solution (from merchant acquiring stage to transaction, settlement, reconciliation etc.) for acquiring business to the Bank through PoS terminals and/or MPoS Terminals. This will include among others deployment and maintenance of PoS terminals with time to time updating thereof, transactions/ authorization /settlement/ operations, reconciliation, resolution of charge back issues and complaints, online monitoring & marketing of PoS terminals on behalf of the Bank. The bidder should have the capacity for time to time updating as per requirement of the Bank/regulators and should also have arrangement for training to the merchants.

Describe the technological & other Capabilities as per Annexure

9 The bidder should host the solution in a PCI-DSS compliant data centre as on date and should provide the details of such certifications as on date of bid submission

Copy of the certificate to be provided.

10 The bidder should be preferably Original equipment manufacturer (OEM). If not, then the bidder should be an authorized representative of OEM or should have tied up arrangement with a manufacturer of POS terminals. The tie-up arrangement must be at least prior to the date of submission of bid.

Detail of the arrangement and attach a letter from the supplier.

11 Preferably, entire activities should be managed / provided by the bidder. However, the following activities should invariably be handled and provided by the bidder/s themselves: • Authorization of the Transactions. • Processing • Settlement • Reconciliation • Installation of terminals And if any activity apart from above to be outsourced, detail thereof should be given.

Give complete details. Include the names of the vendors to whom some Services will be outsourced.

12 The bidder is required to provide support at all centres where Dena Bank is having offices / branches – existing as well as in future.

List the existing service centres and attach undertaking to provide support at all centres where Bank is having offices / branches – existing as well as in future.

13 The bidder and OEM should not be currently black-listed by any Public Sector Bank, RBI or IBA or any other Government agencies. Bidder must certify to

Self-Certificate


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that effect.

14 The bidder should have its own switch, certified for credit & debit card acquiring business by VISA/ MasterCard/ NPCI and Amex (if required by merchant/Bank) and also the bidder should be a registered third party processor/ member service provider(TPP/MSP) for VISA/ MasterCard and NPCI with requisite experience stated at clause no. 5. The bidder should own/have requisite valid licenses to do the Merchant Acquiring Business. All the POS Terminals should be directly connected to the bidder‟s switch for providing switch services for acquiring transactions.

Proof in this regard to be submitted

15 Merchant Management Software for POS terminals and Software Processing platform in house and the infrastructure should be in use for/by at least one Scheduled Commercial Bank in India for switching PoS.

Declaration to this effect has to be Declaration to this effect has to be submitted by the bidder. Letter from one public sector / commercial bank has to be Submitted.

16 The bidder should have both primary and DR centre fully audited and compliant to VISA/ MasterCard/ NPCI guide lines.

The Bidder has to submit the audit Certificate for 2014.

17 The Bidder should have its EAS / MIP / NFS connectivity in its data centre to provide the necessary connectivity to the Bank for routing VISA/Master Card/ NPCI transactions respectively. Bidder should have experience of “Fraud and Risk” Management for POS Acquiring business with at least one scheduled commercial Bank.

Bidder has to provide related details

18 The following capabilities needs to be available as part of Risk and Fraud Management.

Transactions monitoring in Real time/Near Real time through an automated rule engine.

Alert Management team with 24*7*365 presence.

Expertise in identification of changes in market trends, merchant behavior patterns.

Capability to hold the merchant payments in case of suspicion.

Expertise in creation of rules and implementing the same with minimum false positive ratios.

Bidder should provide experience letter on letter head

19 The bidder should also have the capability to provide DCC (Dynamic Currency Convertor) facility.

A note on functionality to be submitted.

20 The bidder shall also offer contact less (NFC) based POS terminals.

Shall submit technical documentation.

21 POS Infrastructure supply & management shall comply with RBI/Govt/NPCI guidelines from time-to-time.

A technical compliance note.

22 Equipment shall have aadhaar enabled features for bio-metric authorization

Technical Compliance Note


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We confirm that the information furnished above is true and correct. We also note that, if there are any in consistencies in the information furnished above, the bid is liable for rejection Date


Designation


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Annexure-3 Bid Covering letter format

Reference No: Date: The Assistant General Manager-IT Dena Bank, Information Technology Dept. Dena Bhawan- A, Patel Estate Road, Jogeshwari (West), Mumbai – 400 102 Dear Sir, Sub: RFP to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC on Monthly Rental Model. Ref: Your RFP HO/ITD/547/ 2015 Dated: 21/07/2015 Having examined the tender document including all Annexures, the receipt of which is hereby duly acknowledged, we, the undersigned, offer solution for Setup, Manage and Operate Merchant Acquiring Business through POS/EDC on Monthly Rental Model in conformity with the said tender in accordance with the schedule of prices indicated in the commercial offer and made part of this offer. We agree to abide by this offer till 180 days from the date of opening of Commercial Bid. We accept all the Instructions, Terms & Conditions and Scope of Work of the subject RFP. We understand that the Bank is not bound to accept the lowest or any offer the Bank may receive, without assigning any reason whatsoever. Date


Designation


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Annexure - 4 Authorization letter format

(To be presented by the authorized person at the time of Technical / Commercial Bid Opening

on the letter head of Bidder and should be signed by an Authorized Signatory with Name and

Seal of the Company)

Ref No: Date:

The Assistant General Manager-IT Dena Bank, Information Technology Dept. Dena Bhawan- A, Patel Estate Road, Jogeshwari (West), Mumbai – 400 102

Dear Sir, Sub: RFP to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC on

Monthly Rental Model. Ref: Your RFP HO/ITD/547/2015 Dated: 21/07/2015

This has reference to your above RFP.

Mr./Miss/Mrs. ____________________________ is hereby authorized to attend the bid opening

of the above RFP on _______ on behalf of our organization. The specimen signature is attested below: _______________________________ Specimen Signature of Representative

_______________________________ Signature of Authorizing Authority

_______________________________ Name & Designation of Authorizing Authority

NOTE: This Authorization letter is to be carried in person and shall not be placed inside any of the bid covers.


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Annexure – 5

Applicant’s Profile

S.No. Particulars Details

A. Company / Supplier Profile-

Name of the Suppliers/Firm / Company

Constitution

Date of Establishment/Incorporation

Address (Order to be placed on which Office) Registered Office Corporate Office

Telephone No FAX No E-mail Address Website

Gross Annual Turnover of the Bidder (Audited) 2012-2013 2013-2014 2014-2015 If audited Financial Statement is not available for 2014-15,audited financial statements for 2011-12 should be submitted along with provisional financial statement for 2014-15

Net Profit of the Bidder (Audited) 2012-2013 2013-2014 2014-2015 If audited Financial Statement is not available for 2014-15,audited financial statements for 2011-12 should be submitted along with provisional financial statement for 2014-15

Service Net Work (Number of Service Centres in ) North India South India East India West India Central India Our PAN number for Income Tax is Service Tax Registration Number is Our Bank Details Name and Style of Bank Account Name of the Bank and Branch address Account Number RTGS / NEFT Code

Details of Description of business and business backgroup Service Profile & Client Profile Domestic & International Presence

Brief Description of other facilities available with the bidder (related to Set


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up, Manage and Operate Merchant Acquiring Business through POS/EDC on Monthly Rental Model)

Details of the similar assignments on hand as on date. (Name of the Bank, stage of project etc. Documentary proof such as work order to be furnished)

Name of the team leader identified for this assignment and their professional qualifications and experience / expertise. Details of similar assignments handled by the said team leader. Documentary proofs for all the assertions are to be enclosed.

Names of the other team members identified for this assignment and their professional qualifications and experience / expertise

Details of the bidders proposed methodology / approach with reference to the scope of work

Details of deliverables, other than the deliverables with reference to the scope of work

Date


Designation

[Note: These details should be on the letter head of Bidder and should be signed by an Authorized Signatory with Name and Seal of the Company] The Bidder should provide detailed responses for each of the above items along with documentary proofs.


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Annexure – 6

Eligibility and Technical Bid Covering letter Format

The Assistant General Manager-IT Dena Bank, Information Technology Dept. Dena Bhawan- A, Patel Estate Road, Jogeshwari (West), Mumbai – 400 102 Sub: RFP to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC on Monthly Rental Model. Ref: Your RFP HO/ITD/547/2015 Dated: 21/07/2015 We have carefully gone through the contents of the above referred RFP and furnish the following information relating to Technical Bid/Specification.

S.No. Particulars Details to be furnished by the Bidder

1 Name of the Bidder

2 E-mail address of contact persons

3 Details of: Description of business and business background Service profile & Client profile

4 Approach and methodology for the proposed scope of work along with illustrative Deliverables.

5 Details of similar assignments executed by the bidder during the last two years in India ( Name of the Bank, time taken for execution of the assignments and documentary proof from the Bank are to be furnished)

6 List of in last 3 years applicants major customers and details as below may be taken: 1. Name and complete postal Address of the customer. 2. Name, designation, Telephone , Fax, Telex Nos., e-mails and address of the contact person(customer) 3. Nature & Description, Staff consultancy work ordered by the customer during 2 years. 4. Whether reference letter enclosed.

7 Details of inputs/requirements required by the bidder to execute this assignment.

8 Conformity to the obtaining of various certificates/bench mark testing standards for the items quoted to meet the intent of the RFP

9 Conformity regarding back to back arrangements with third party software for providing continuous and un-interrupted support to meet SLA obligations as per RFP Terms.


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Declaration a) We confirm that we will abide by all the terms and conditions contained in the RFP. b) We hereby unconditionally accept that Bank can at its absolute discretion apply whatever criteria it deems appropriate, not just limiting to those criteria set out in the RFP, in short listing of bidders. c) All the details mentioned by us are true and correct and if Bank observes any misrepresentation of facts on any matter at any stage, Bank has the absolute right to reject the proposal and disqualify us from the selection process. d) We confirm that we have noted the contents of the RFP and have ensured that there is no deviation in filing our response to the RFP and that the Bank will have the right to disqualify us in case of any such deviations. Date


Designation


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Annexure – 7

TRACK RECORD AND MERCHANT ACQUIRING BUSINESS THROUGH POS/EDC

ON MONTHLY RENTAL MODEL Sub: RFP to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC on Monthly Rental Model. Ref: Your RFP HO/ITD/547/2015 Dated: 21/07/2015 Details of track record on merchant acquiring business through POS/EDC:

S.No. Name of the client Contact person‟s name, Tel no and address

Mention services on OPEX or CAPEX model or Rental or Revenue Sharing Model

Date


Designation


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Annexure – 8

Proposed Team Profile Sub: RFP to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC

on Monthly Rental Model.

Ref: Your RFP HO/ITD/547/2015 Dated: 21/07/2015

S.No. Item Details

1. Name of the team leader

2. Contact details of the team leader

3. Overall program/ management team

4. Operations team

5. Size of the team

6. Average age of the team

7. Average duration of association with the bidder

8. Average industry experience

9. Detailed employee retention policies

The Bidder should provide detailed responses for each of the above items along with documentary proofs. Date


Designation


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Annexure – 9

Technical Specifications

Mandatory Requirements (Bidders have to provide their response on the following conditions/Business conditions only in Yes or No) A. Certification/Compliance/Regulatory/Hardware/SDK Requirements

Condition Description Response

EMV Certification

The terminal is EMV compliant (minimum standard is EMV 4.0 for L1&L2). The bidder will have to be an EMV Co approved Service Provider.

YES/NO

PCI Approval The terminal meets the latest PCI mandates for PCIDSS, PADSS,PCIPADSS, PCIPTS and PCIPED e.g. PCI3.0 & PCIPTS 3.1

YES/NO

Regulatory Mandates

The terminal meets all the regulatory requirements like PIN prompting, DUKPT,TLE etc.

YES/NO

DES Encryption

3DES Encryption supported YES/NO

Display LCD Panel for Amount Verification and Pin Entry YES/NO B. Functionality Requirements:

Business Condition

Definition Response

Chip transactions Transactions performed using chip cards. YES/NO

Swiped transactions

Transactions performed using magnetic stripe embedded on the card.

YES/NO

Keyed transactions Transactions performed using card numbers entered YES/NO

Online Authorization

Transaction used to authorize whether a card is valid or not and sufficient balance is available for payment.

YES/NO

Purchase(Sale) Transaction used to authorize a card and amount. YES/NO

Refund This transaction is used to credit the money to cardholder account from merchant account.

YES/NO

Void This transaction is used to cancel the previously performed purchase or refund Transaction in the same batch.

YES/NO

Cash back / Cash @POS

This transaction allows cardholder to get cash from merchant.

YES/NO

Referral handling, (Force transactions)

Referral is used by issuer, if cardholder activity is suspicious. Cardholder should then call issuer bank, authenticate himself to get referral code and perform transactions.

YES/NO

Tip handling This is mostly used in restaurant merchants to give TIP to Restaurant employees.

YES/NO

Edit Password Change password option. YES/NO

Edit Terminal ID Password protected? YES/NO


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Edit Date To change terminals date/time manually. YES/NO

Software Download Through RTM

Software is downloaded through Remote Terminal Management

YES/NO

Multi-Application Ability to run multiple applications like Payments, loyalty, Gift card etc. without affecting other applications data.

YES/NO

Multi Merchant Ability to support multiple merchants in a same application. This is mostly used under EMI

YES/NO

Retrieval of Charge slip

Solution should provide customers and merchants ability to retrieve receipts /charge slips at least for 1 year to retrieve ARN/ RRN

YES/NO

Remote Monitoring Solution should be able to collect and remotely monitor various operational parameters like device charge, dip and swipe counts

YES/NO

Capability to provide Terminal Application Dash Boards Web-based Solution Dynamic Currency Conversion (DCC)

Capability of providing Terminal application to detect and report: a) Un-successful transactions on the terminal. b) Sending reversal of un-successful transactions Online instead of piggy backing. c) Closure of batch at the back-end at specific. d) Detecting low signal on the terminal and to provide pro-active advice to the merchant through SMS/ Over phone. e) Capability to provide analytics. f) Capability to handle suspect/ reject batches. g) Capability of providing Dash Board for inventory Management, Complaint Management, MIS h) Capability of providing web-based solution for Complaint logging, MIS, transaction history/ details etc. i) Capability of providing Dynamic Currency Conversion (DCC) on the terminals

YES/NO YES/NO YES/NO YES/NO YES/NO YES/NO YES/NO YES/NO YES/NO

Note : Respondents who fail to fulfill the mandatory parameters will not be considered for Technical Evaluation.


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Annexure – 10

Technical Parameters and their Respective Weightage for technical evaluation Bidder need to

respond to each parameter and sub parameters explicitly in case of implicit or vague answers

and in the absence of supporting information, certificate/ declaration sought, marks will not be

provided

S. No.

Parameters and Scoring Max Score

Marks Obtained

1. Number of Banks Independently Serviced on the Bidders Switch

10

Upto 3 = 5

>3 and upto 5 = 8

> 5 – 10

2. Number of POS/EDC Acquiring Transaction Processed Per Annum

10

Less than 5 Crore – 5

5 Cr -10 Crore – 8

More than 10 Crore – 10

3. Data centre 10

Own Primary and DR Centre – 10

Own Primary and Outsourced DR – 5

Outsourced Primary and DR site – 0

4. Availability Of Fraud Risk Management Tool 10

Available at its own – 10

Available but outsourced – 5

(Certificate from Acquiring Bank, utilizing our Services)

5. Existing Installed base of POS/EDC terminals, being managed by the respondents

PSTN Terminals 10

Upto 25000 teminals – 4

Between 25000 to 50000 terminals – 7

More than 50000 terminals – 10

GPRS terminals 10

Upto 1000 Terminals – 2

>1000 but <3000 – 6

More than 3000 terminals - 10

MPOS Dongles

Less than 200 Dongles – 2

>200 and Upto 500 Dongles – 6

More than 500 Dongles – 10

6. Field Service Centers 10

Field Service Centers > at 69 required locations - 10

Field Service Centers<69 but upto 50 required locations- 8

Field Service Centers<50 but upto 25 required locations- 5

7. Value Added Services 20

PC PoS Integration – 6


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DCC – 6

Cash @ PoS – 4

EMI – 4

8. Customer Relationship and Complaint Management 10

Call Center

Call Centre with > 10 employees & auto call log is available - 10

Call Centre with <10 employees; auto call log is not available - 5

Call Centre with <5 employees; auto call log is not available - 0

9. Web based Solution including dash board for retrieval of charge slips, MIS to lodge complaints, inventory management, txn. History retrieval, analytics support etc.

Available - 10

Not Available – 0

Total Max Score for Technical Evaluation 120

10 Marks to be allotted by Technical Evaluation Committee for Presentation/Demonstration 30

Overall Total Marks for technical evaluation 150

The Bidder has to submit relevant supporting documents for above information.

Please note bidder to score atleast 75% marks to qualify for commercial evaluation.


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Annexure – 11

Compliance Statement

Sub: RFP to Set up, Manage and Operate Merchant Acquiring Business through

POS/EDC on Monthly Rental Model.


Declaration

We understand that any deviations mentioned elsewhere in the bid will not be considered and

evaluated by the Bank. We also agree that the Bank reserves its right to reject the bid, if the bid

is not submitted in proper format as per subject RFP.

Compliance Description Compliance (Y/N)

Remarks / Deviations

Terms and Conditions

We hereby undertake and agree to abide by all The terms and conditions including all Annexures, corrigendum(s) etc. stipulated by the Bank in this RFP. (Any deviation may result in disqualification of bids), notwithstanding whether those terms & conditions as given in RFP are getting reflected or not in application/undertaking being submitted to Bank.

Technical Specifications

We certify that the services offered by us for tender confirms to the Scope of Work specifications stipulated by you except the following deviations.

Scope of Work As detailed in the RFP

Eligibility Specifications

We hereby undertake that we comply with all the terms & conditions as given in RFP, to be eligible for bidding process, whether those terms & conditions are getting reflected or not in application/ undertaking being submitted to Bank by us.

(If left blank it will be construed that there is no deviation from the specifications given

above)

Date


Designation


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Annexure - 12

Undertaking Letter Format

We understand that Bank shall be placing Order to the Selected Bidder exclusive of taxes.

We agree to the payment schedule as per “Payment Terms” of the RFP.

Date


Designation


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Annexure – 13

Escalation Matrix

Name of the Company: Delivery Related Issues

Name Designated Full Office Address

Phone No Email

First Level Contact

Second Level contact (if response not received in 24 hrs)

Regional/Zonal Head (if response not received in 48 hours)

Country Head (if response not received in one week)

Service Related Issues

Name Designated Full Office Address

Phone No Email

First Level Contact

Second Level contact (if response not received in 24 hrs)

Regional/Zonal Head (if response not received in 48 hours)

Country Head (if response not received in one week)

Any change in designation, substitution will be informed by us immediately.

Date


Designation


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Annexure – 14

Covering letter format for Commercial Bid

[Note: This Covering letter should be on the letter head of Bidder and should be signed by an

Authorized Signatory with Name and Seal of the Company]

Reference No.: Date:

The Assistant General Manager-IT Dena Bank, Information Technology Dept. Dena Bhawan- A, Patel Estate Road, Jogeshwari (West), Mumbai – 400 102 Dear Sir,

Sub: RFP to Set up, Manage and Operate Merchant Acquiring Business through POS/EDC on

Monthly Rental Model.


We thank you for providing us an opportunity to participate in the subject RFP. Please find our

commercial offer as per ANNEXURE-15 Commercial bid format of the subject RFP along with

this covering letter.

We also confirm that we are agreeable to the payment schedule mentioned in the subject RFP.

Date


Designation


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Annexure – 15

Bill of Material/Commercial Bid (Only Commercial Bid to be included in Commercial Bid Envelope)

The Assistant General Manager-IT Dena Bank, Information Technology Dept. Dena Bhawan- A, Patel Estate Road, Jogeshwari (West), Mumbai – 400 102 Dear Sir,

Ref: RFP No.

Having examined the Bidding Documents, the receipt of which is hereby duly acknowledged,

we, the undersigned, submit our Price Bid for different items in conformity with the said Bidding

documents as under:

Table-1

Sr.No Activity Make /Model

Qty Monthly Rent (in Rs.)

No of Months

Total Amount

1 PSTN Based 3000 60

2 PSTN Based NFC contact Less 500 60

3 GPRS Based 4000 60

4 GPRS Based Desktop Terminal 1500 60

5 GPRS handheld with contactless 250 60

6 GPRS Based Desktop NFC contact Less

250 60

7 MPoS

250

60

8 MPoS with contactless 250 60

9 Total Of Table-1

T1

Table-2

Sr.No Activity (in Rs.) No of Txn Per Month

No of Months Total Amount

1 Per Transaction Fee 25,00,000 60 T2

Total Cost of Ownership T = T1 + T2 = `……………………………………………..

In Words (Rupees ……………………………………………………………………Only)

Note: Service Provider will not recover any charge either from the Merchant or Bank except

above.


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Table-3-Optional Item

Bidder also required to quote (quantity 10 nos) cost of each type of terminals in an annexure

format for outright purchase by Bank. Bidder to indicate warranty period, amc cost, deployment

cost, support cost, any other associated costs, and transaction switching costs for transactions

originating from Banks owned equipment. The cost quoted for outright purchase will not be part

of TCO.

Format for outright purchase of terminals

Sr. No

Activity Make /Model

Qty Unit Cost Total Amount

1 PSTN Based 10

2 PSTN Based NFC contact Less 10

3 GPRS Based 10

4 GPRS Based Desktop Terminal 10

5 GPRS handheld with contactless

10

6 GPRS Based Desktop NFC contact Less

10

7 MPoS

10

8 MPoS with contactless 10

9 Total Of Table-3 T3

Note: 1. T3 will not be part of TCO calculations 2. Unit prices quoted above will be with 1 year warranty and bidder to mention other

related prices in the below table.

S. No

Type of POS Terminal

Make & Model

Warranty Period

AMC Cost per annum

Installation Cost-One time

Support Cost-per annum

Other Associated Costs

Transaction Switching Costs-per transaction

Please submit your quote exclusive of service tax and other taxes if any

The prices quoted should hold good for the period of contract and should not be changed for

any reason whatsoever. Monthly rent of the POS devices will start from first live transaction

date.

Dated : (Signature) (Name) (In the capacity of)

Duly authorized to sign Bid for and on behalf of


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Annexure – 17

Name of the Activity Remarks of the Bidder ( YES/NO)

POS/EDC terminal with updated functionalities

Terminal Management & Deployment

POS/EDC Transactions, Settlement &

authorization

Reconciliation,

Maintenance/Preventive Maintenance POS/EDC Terminal etc.

Training of the merchant

Resolution of complaints

Addressing chargeback issues

Facility for on line monitoring of POS/EDC terminals

Marketing of Merchant Acquiring Business on behalf of Bank


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Appendix – A

Instructions to be noted while preparing/submitting Part A- Conformity to Eligibility Criteria

The Proposal should be made in an organized, structured, and neat manner. Brochures/leaflets

etc. should not be submitted in loose form. All the pages of the submitted bids should be filed

and paginated (serially numbered) with seal and signature of the authorized signatory.

1. Index of the entire document submitted with page numbers.

2. Cost of Tender document by way of DD payable at Mumbai.

3. Earnest Money Deposit (EMD)/Bank Guarantee in lieu of EMD as per APPENDIX-E.

4. Power of Attorney / Authorization letter signed by the Competent Authority with the seal

of the bidder‟s company / firm in the name of the person signing the tender documents.

5. Documentary proof in support of the Eligibility Criteria as per Annexure-2.

6. Bidder's Covering letter as per ANNEXURE-3

7. Profile of the Company / Firm as per ANNEXURE-5

8. Write up on the Work Experience / Expertise of Merchant Acquiring Business through

POS/EDC.

9. Track record of Merchant Acquiring Business through POS/EDC across the Country

covering Name and addresses of major clients and email ids, telephone numbers

(landline and mobile no), fax numbers of their contact executives etc.

10. The Bidders to furnish the details of their existing Offices / Branches/service centers

supporting for Merchant Acquiring Business through POS/EDC.


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Appendix – B

Instructions to be noted while preparing/submitting Part A-Technical Proposal

The Technical Proposal should be made in an organized, structured, and neat manner. Brochures/leaflets etc. should not be submitted in loose form. All the pages of the submitted bids should be filed and paginated (serially numbered) with seal and signature of the authorized signatory. Technical Offer for this RFP shall be made as under: 1. Index of the entire document submitted with page numbers. 2. Technical bid covering letter as per Annexure-6 3. Track Record as per Annexure-7 4. Proposed Team Profile as per Annexure-8 5. Compliance to Technical Specifications Functionalities as per Annexure-9 6. Compliance Table. This table must cover bidder‟s response to all the Technical

Specification, terms and conditions and Scope of Work specified in the offer document (Terms and Conditions)as per annexure-11.

7. Undertaking letter as per Annexure-12 8. Escalation Matrix as per Annexure-13 9. Masked price bid of Commercial Bid as per Annexure-15 10. Ownership letter by the bidder. (Undertaking letter by the bidder taking the ownership of

the project execution in case third party also involved in project execution either fully or partially. The bidder shall also submit the ownership certificate issued by the third party clearly mentioning the extent of ownership.)

11. Undertaking letter by the bidder for providing technical Advisory, service Support and

guidance during contract period. 12. The bidder should submit an undertaking letter that they will provide necessary software

with latest version and any third party licenses with latest version required for the implementation of the Solution. The charges for the above should be factored in Commercial Bid; otherwise the Bid is liable for rejection. Changes in the Commercial Bid by the bidder will also be liable for rejection.

13. Technical Documentation (Product Brochures, leaflets, manuals, drawings). 14. A detailed list of the other Infrastructure required and any other precautions to be

undertaken should be given in detail along with the Technical Proposal.


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Appendix – C

Instruction to be noted while preparing/submitting Part B - Commercial Bid

The Commercial Bid should be made in an organized, structured, and neat manner. Brochures/ leaflets etc., should not be submitted in loose form. All the pages of the submitted bids should be filed and paginated (serially numbered) with seal and signature of the authorized signatory. The suggested format for submission of commercial Offer for this RFP is as follows: 2. Bidder's Covering letter as per Annexure-14 3. Commercial Version of Commercial Bids as per Annexure-15


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APPENDIX-D

FORMAT OF CONTRACT PERFORMANCE GUARANTEE (To be submitted on Non-Judicial stamp paper of appropriate value Purchased in the name of the issuing

Bank)

Bank Guarantee No. ……………….

To: The Assistant General Manager-IT Dena Bank, Information Technology Dept. Dena Bhawan- A, Patel Estate Road, Jogeshwari (West), Mumbai – 400 102 Dear Sirs, In consideration of DENA BANK hereinafter referred to as the “VENDEE”, which expression shall, unless repugnant to the context or meaning, thereof include its successors, representatives and assigness, having awarded in favour of M/s ……………………………. Having registered office at ……………………….. hereinafter referred to as the “VENDOR”, which expression shall unless repugnant to the context or meaning thereof include its successors, administrators, representatives and assignees, a Contract, hereinafter “referred as the “CONTRACT” for the …………………….. on terms and conditions set out interalia, in the VENDEE‟ s Contract/ Letter of Award No. ……… dated ……….. as well as “CONTRACT” documents, and the same having been unequivocally accepted by the VENDOR and the VENDOR having agreed to provide a Contract Performance Guarantee for the faithful performance of the entire “Contract” including the warranty obligations/ liabilities under the contract, if any, to the VENDEE amounting to Rupees………………… (In words) as Contract Security in the form of a Bank Guarantee. We ………….(Name) ………………(Address) hereinafter referred to as the “BANK” which expression shall, unless regnant to the context or meaning thereof, include its successors, administrators, representatives, administrators, representatives and assignees do hereby irrevocably guarantee and undertake to pay the VENDEE merely on demand without any previous notice and without any demur and without referring to any other source, any and all monies payable by the VENDOR by reason of any breach by the said VENDOR of any of the terms and conditions of the said CONTRACT to the extent of Rupees ………………. At any time up to ……… (Day/month/year). Any such demand made by the VENDEE on the bank shall be conclusive and binding, absolute and unequivocal not withstanding any disputes raised/ pending before any court, tribunal, arbitration or any other authority. The Bank agrees that the guarantee herein contained shall continue to be enforceable till this sum due to the VENDEE is fully paid and claims satisfied or till the VENDEE discharges this Guarantee. The VENDEE shall have the fullest liberty without affecting in any way the liability of the Bank under this guarantee, from time to time, to extend the time of performance by the VENDOR. The Bank shall not be released from its liabilities under these presents by any exercise of the VENDEE of the liberty with reference to the matter aforesaid. The VENDEE shall have the fullest liberty, without affecting the guarantee to postpone from time to time the exercise of any powers vested in them or of any right which they might have


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against the VENDOR and to exercise the same at any time in any manner, and either to enforce or to forbear to enforce any covenants, contained or implied in the CONTRACT between the VENDEE and the VENDOR or any other course or remedy or security available to the VENDEE and the BANK shall not be released of its obligations/ liabilities under these presents by any exercise by the VENDEE of his liberty with reference to the matters aforesaid or any of them or by reasons of any other act or forbearance or other acts of omission or commission on part of the VENDEE or any other indulgence shown by the VENDEE or by any other matter or thing whatsoever which under law would, but for this provision, have the effect of relieving the Bank Guarantee. The Bank further undertakes not to revoke this guarantee during its currency without the previous consent of the VENDEE. The Bank further agrees that decision of the VENDEE as to the failure on the part of the VENDOR to fulfil their obligations as aforesaid and/ or as to the amount payable by the BANK to the VENDEE hereunder shall be final, conclusive and binding on the BANK. The Bank also agrees that the VENDEE shall be entitled at his option to enforce this guarantee against the BANK as a principal debtor, in the first instance notwithstanding any other Security or guarantee that it may have in relation to the VENDOR‟ s liabilities. This guarantee will not be discharged due to the change in the constitution of the BANK or the VENDOR(S). Notwithstanding anything contained herein: a. _________________ Our liability under this bank guarantee shall not exceed Rs………… (in words) b. _________________ This bank guarantee shall be valid for ….. years and ………. Days (Claim Period) c. _________________ We are liable to pay the guaranteed amount or under this bank guarantee only and only if you serve upon us a written claim or demand on or before………….. We have the power to issue Performance Guarantee in your favour by statute and the undersigned has full power to execute Performance Guarantee under the Power of Attorney to him by the Bank Dated this ……………. day of ……… 2015

For and on behalf of ………………………… Signature ……………………… Printed Name …………………. Designation …………………… Power of Attorney No. …………………. Bank Seal ……………………….

Place: ……………….


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APPENDIX-E Bank Guarantee Format for Earnest Money Deposit

To …………………. …………………. WHEREAS ___________________ (Name of Tenderer) (hereinafter called "the Tenderer" has submitted its tender dated ________ (Date) for the execution of (Name of Contract) ____________________________ _________________ (hereinafter called "the Tender") in favour of _____________________ hereinafter called the "Beneficiary"; KNOW ALL MEN by these presents that we, _____________ (name of the issuing Bank), a body corporate constituted under the_______________ having its Head Office at ________________ ____________ amongst others a branch/office at_____________________ ______ (hereinafter called "the Bank" are bound unto the Beneficiary for the sum of Rs _____ (Rupees__________ only) for which payment well and truly to be made to the said Beneficiary, the Bank binds itself, its successors and assigns by these presents; THE CONDITIONS of this obligation are: If the Tenderer withdraws its Tender during the period of Tender validity specified in the Tender; or If the Tenderer having been notified of the acceptance of his Tender by the Beneficiary during the period of Tender validity; fails or refuses to execute the Agreement, if required; or II. Fails or refuses to furnish the performance security, in accordance with terms and of conditions of RFP/Contract. We undertake to pay to the Beneficiary up to the above amount upon receipt of his first written demand without the Beneficiary having to substantiate his demand, provided that in his demand the Beneficiary will note that the amount claimed by him is due to him owing to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions. Notwithstanding anything contained herein _________________________________________________________ Our liability under this Bank Guarantee shall not exceed Rs. ____________________________ Rupees________________________________________________________________ only) ii. ____________________________________ This Bank Guarantee is valid up to ____________________________________ and; iii. We are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee only and only if you serve upon us a written claim or demand on or before_________(mention period of guarantee as found under clause (ii) above plus claim period) Dated ________ day of ____________________ 2015 SIGNATURE & SEAL OF THE BANK


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Appendix F

List of Zonal Offices of Dena Bank

S No Zonal Office

1 Ahmedabad

2 Anand

3 Bangalore

4 Bhavnagar

5 Bhopal

6 Bhuj

7 Chennai

8 Durg

9 Dehradun

10 Gandhinagar

11 Hyderabad

12 Jaipur

13 Kolkata

14 Lucknow

15 Ludhiana

16 Mehsana

17 Mumbai City

18 Mumbai Suburban

19 Nagpur

20 Nashik

21 New Delhi

22 North India

23 Patna

24 Pune

25 Raipur

26 Rajkot

27 Surat

28 Thane

29 Vadodara