dena bank request for proposal for … · request for proposal for outsourcing of installation and...

DENA BANK

INFORMATION TECHNOLOGY DEPARTMENT, MUMBAI

HO/ITD/457/2015 of 70

DENA BANK

REQUEST FOR PROPOSAL

FOR OUTSOURCING OF INSTALLATION AND MANAGED SERVICES

FOR 1200 CASH DISPENSERS

Ref: HO/ITD/457/2015 Dated: 27/07/2015

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Index -Content of the RFP The products and services required, bidding procedures, contract terms and conditions are prescribed in the RFP. The Bidding Documents include:

PART 1 - Invitation to Bid (ITB) PART 2 - Disclaimer PART 3 - Eligibility Criteria PART 4 - Terms and Conditions of Contract (TCC) PART 5 - Scope of Work for ATM / CD outsourcing services PART 6 -- Technical & Functional Specifications (TFS) PART 7 - Price Bid Format PART 8 - Formats and Annexures

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1. PART 1 : INVITATION TO BID

DATE : 27/07/2015 RFP No.: HO/ITD/457/2015

I. Dena Bank invites sealed bids from eligible bidders for outsourcing of

installation and managed services for 1200 ATMs/cash dispensers.

II. 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.

III. 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.

IV. 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.

V. The Bid Details are as follows :

S. No. Item Description

1. Bid reference HO/ITD/457/2015

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

3. Date of commencement of sale of Bidding Documents

27/07/2015

4. Pre bid meeting 04/08/2015 15.00Hrs

5. Last date for sale of Bidding Documents

24/08/2015 15.00Hrs

6. Last Date & Time for Submission of Bids

24/08/2015 15.00Hrs

7. Date and time of opening of Technical Bids

24/08/2015 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]

VI. 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.

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

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VIII. 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.

IX. Dena Bank reserves the right to accept or reject in part or full any or all

the offers without assigning any reasons there for.

X. 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 24/08/2015 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

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

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Dena Bank, a leading nationalized Bank intends to expand its ATM network. The Bank has commissioned 1482 ATMs as on 31/03/2015. The total number of branches of the Bank is 1739 as on 31/03/2015 and all branches are on Core banking platform.

1.1. Request for Proposal Dena Bank (Bank) invites Bids to install 1200 Cash Dispensers (CDs) across the length and breadth of the country on an opex basis on per transaction basis. The 1200 CDs are required to be installed within 6 months from purchase order with a provision of issuing additional requirement of 25%. These CDs will be networked / connected to the existing ATM Switch of the Bank. This Request for Proposal (RFP) is to invite proposals from eligible bidders (referred to as Bidder / Bidders in this document) for providing CD roll out and managed services of 1200 CDs on an outsource basis on per transaction basis. The bidder selected after due completion of the evaluation process is referred to as Vendor in this document. The Bank intends to install Cash Dispensers (CDs) only and wherever the word ATM is used in this document may be construed as Cash Dispenser (CD).

1.2. ATM Switch The ATM Switch of the Bank is IST Switch located at Bank‘s Data Centre (DC) in Mumbai. This ATM Switch is being managed by Electra Card Systems. The existing ATM Switch would continue to process the transactions generated by the proposed ATMs. The Bank will arrange for the online feed from IST Switch to the Managed Service Centre of the Vendor to enable monitoring / management of the CDs deployed under the requirement of this RFP. The Switch functions of ATM driving, Terminal Master Key generation and dynamic key change, etc. will be carried out by the Bank‘s existing ATM Switch. The Disaster Recovery (DR) ATM switch is installed at Sify Data Centre, Bangalore. Bank is in process for finalizing new vendor for ATM Switch on opex model, migration & configuration with new ATM Switch will be scope of bidder and bidder to also factor the switching charges, payable to ATM Switch vendor on account of transaction happened on these 1200 ATMs.

1.3. ATM Locations Bank intends to install about 400 On-site CDs and about 800 Off-site CDs spread across the country. Bank proposes to install all CDs with biometric functionality. Site for On-site CDs would be provided by the Bank at different branches situated at Metropolitan, Urban, Semi-urban and Rural locations. Site for Off-site CDs in areas desired by the Bank should be finalized in its entirety by the Bidder / Vendor. The areas covered for installation of Off-site CDs would also comprise of Metropolitan, Urban, Semi-urban and Rural locations. The Bank reserves the right to change the proportion of On-Site and Off-Site CDs as per its business requirements.

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The list of existing ATMs deployed by Bank zone-wise is enclosed as Annexure-I to this document. The ATM locator search feature on Bank‘s Website provides exact location of our ATMs by giving option of State and City. Bidder to provide google-mapping / or other mapper (longitude, latitude) for the new ATMs commissioned by the bidder.

1.4. Schedule of Bid submission / Address for communication

Date and Time of commencement of Sale of Bid Document

27/07/2015

Last date for requesting any Clarification

04/08/2015 upto 10.00 am

Pre-Bid Meeting of interested Bidders

04/08/2015 at 15.00 p.m. at IT Department (address given below)

Last Date and Time for Receipt of Bids at Dena Bank IT Department

24/08/2015 by 3.00 p.m. Address: Dena Bank Information Technology Department, Dena Bhawan-A, Patel Estate Road, Behind Telephone Exchange, Jogeshwari (w), Mumbai 400102. Tel : 26767085/7080/7093 Fax : 26767051 [email protected]

Date and Time of opening of Eligibility and Technical Bids

24/08/2015 at 3.30 p.m.

Date, Time & Place of opening of and Price Bids for Eligible and Technically Qualified Bidders

Will be advised separately.

1.5. Bank reserves the right to change the dates, timings mentioned above or elsewhere mentioned in the RFP, which will be communicated by placing the same as corrigendum under Tender section on Bank‘s web-site.

2. PART 2 : DISCLAIMER A. The information contained in this RFP document or any information

provided subsequently to Bidder(s) whether verbally or in documentary form by or on behalf of the Bank, is provided to the Bidder(s) on the terms and conditions set out in this RFP document and all other terms and conditions subject to which such information is provided.

B. This RFP is neither an agreement nor an offer and is only an invitation by Bank to the interested parties for submission of bids. The purpose of this RFP is to provide the Bidder(s) with information to assist the formulation of their proposals. This RFP does not claim to contain all the information each bidder may require. Each Bidder should conduct its own investigations and analysis and should check the accuracy, reliability and completeness of the information in this RFP and where necessary obtain independent advice. Bank makes no representation or warranty and shall incur no liability under

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any law, statute, rules or regulations as to the accuracy, reliability or completeness of this RFP. Bank may in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP.

C. This is not an offer by the Bank but only an invitation to bid in the selection process initiated by the Bank. No contractual obligation whatsoever shall arise from the RFP process until a formal contract is executed by the duly authorised signatory of the Bank and the Bidder.

3. PART 3 ELIGIBILITY CRITERIA Sl. No.

Criteria

1. Bidder should be a registered company in India under Companies Act 1956 and should have been in operation for a period of at least three years as on 31/03/2015.

2. Bidder should have installed minimum 3000 ATMs/CDs under outsourced model as on 31/03/2015 successfully over a period of last 3 years for at least 3 Banks put together out of which 1 Bank should be a public Sector Bank.

3. Bidder should be currently performing Managed Services for minimum 2000 ATMs/CDs (as on 31/03/2015) for Public / Private Sector Banks. Managed Services include the following deliverables:- I. 24x7 ATM Monitoring ii. Cash Management Services iii. Centralized EJ pulling iv. FLM v. SLM

5. The Bidder should have its owned Managed Services Centre operational in India The Managed Service Centre must be performing managed services of ATMs including but not limited to 24 X 7 monitoring, call escalation, FLM, SLM, replacing consumables, housekeeping, EJ pulling, cash forecasting and cash replacement etc. for at least 2000 ATMs as on 31/03/2015.

6. Average annual turnover out of ATM/ Cash Deposit Machine related Indian operations (sale of ATM/cash deposit machines and managed services) should not be less than Rs. 50 Crores in the last three financial years as per audited financial statements.

7. Bidder should have maintained Positive Net worth during the last three financial years.

8. Bidders should be capable to provide support at minimum 50 cities / districts spread across all States.

9. Bidder should have a business continuation plan (Disaster recovery) in place.

10. Bidder should not have been blacklisted by any PSU Bank / IBA/RBI during the last five years.

Bidder to read as bidder or consortium partner. Consortium members to submit MOU (memorandum of understanding)/ teaming agreement for this tender wherein roles & responsibilities of each of the consortium member to be clearly defined.

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4. PART 4: TERMS AND CONDITIONS OF CONTRACT (TCC)

4.1. Period of Contract 4.1.1. The Bidder should commit to provide the outsourced services

detailed in this document for entire contract period from the date of execution of Service Level Agreement / Contract Form to expiry of Contract period ended 31/12/2022.

4.1.2. The Banks may take over the CD, UPS, ACs and VSAT at an aggregate value of Rs. 1/- per site at the end of the contract period. Taxes related to transfer of fixed assets (without any liability), if any, will be paid by the Bank separately.

4.1.3. To facilitate the takeover, the Vendor should maintain proper records of the assets deployed, the Vendor should undertake the following:-

a) The Vendor should maintain proper records at its office for all the assets dedicated to the Bank‘s ATM network. The Bank reserves the right to audit such fixed assets register through its internal/external auditors.

b) The sites, for all practical purposes, belong to the Bank. The vendor will, therefore, not transfer or sell or surrender or vacate the site or enter into any contract or order with any other bank/entity for the site without Bank‘s permission. The bank will also have the first right of refusal for the site before the vendor discontinues or terminates the agreement with the Bank.

c) Upon expiry of the contract period, the Vendor should make all efforts in transferring/assigning the rights under lease/rental Agreements executed between the Vendor and the respective landlords of all off-site CD locations. The bidder to ensure all payment for past period is paid and free from any liability.

d) Upon conclusion of the contract period/termination of the contract, the Vendor will be responsible to provide a smooth transition plan including all efforts to transfer/assignment of service contracts for continuation of services of (i) caretaker (ii) cash management (iii ) Maintenance of CD, UPS, AC, VSAT and other equipment (iv) Maintenance & Upkeep of ATM Sites etc.

e) The Vendor should ensure that assets of CD, UPS, AC, VSAT deployed are free of all encumbrances for the Bank to take over on expiry of the Contract.

f) The vendor shall submit copy of Purchase Order, Delivery Receipt, and Invoice Copy with details of equipments Serial Numbers, Payment Details, Vendor Payment receipt for all the equipment to Bank.

g) During the period of contract bidder to ensure that all sites are maintained with proper lease agreements for the property.

h) Vendor to ensure timely payments for all lease properties, equipment, and services.

i) Vendor shall ensure all the equipment deployed is under warranty, AMC and insurance covered.

j) All the sites shall be provided / fitted with minimum fire extinguish

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equipment/ as per statutory requirements. k) Bidder to ensure that the sites are maintained dispute free, and ensure

the ATM services is available to customers uninterrupted.

4.2. Bid Document Availability and Cost of Bidding

4.2.1. Bid document availability The Bidding Document may be obtained from the Bank as under or downloaded from Bank‘s Website http://www.denabank.com and the bid should be submitted on or before the due date and time brought out in the bidding document at the office of Dena Bank (address as mentioned in para 1.4). Bidders should note that all the information required by the Bank in RFP needs to be provided. Incomplete information may lead to non-selection.

4.2.2. Cost of Bidding

A non-refundable bid amount of Rs. 10,000/- to be paid by means of DD/ Pay order/ NEFT in the following account

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

The amount will not be refunded to any prospective bidder under any circumstances including cancellation of RFP or procurement process at any stage. If bid is downloaded from website, the cost of the bid may be paid in a separate envelope while submitting the Bid. Bids are liable to be rejected if the Bid Amount NEFT/Demand draft / pay order (favor of Dena Bank payable at Mumbai) is not received. The Bidder shall bear all costs associated with the preparation and submission of its Bid and the Bank will in no case be responsible or liable for these costs, regardless of the conduct or outcome of the Bidding process.

4.3. Language of Bid The Bid prepared by the Bidder, as well as all correspondence and documents relating to the Bid exchanged by the Bidder and the Bank and supporting documents and printed literature shall be written in English.

4.4. Bid Documents Submission requirement 4.4.1. Each bid shall be submitted in two parts ( one for Technical proposal and

one for Price Bid ) Part I- Technical Proposal. Part II- Price Bid The two parts should be in two separate covers, each superscribed with the name of the Project as well as ―Technical Proposal‖ and ―Price Bid‖ as the case

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may be.

4.4.2. The Bid shall be typed or written 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.

4.4.3. Any inter-lineation, erasures or overwriting shall be valid only if they are initialed by the person signing the Bids. The Bank reserves the right to reject bids not conforming to above

4.5. Documents Comprising the Bid

4.5.1. Technical Proposal Envelope should contain following documents :

a. Offer Letter – Format 8.1 b. Conformity to Eligibility Criteria – Format 8.2 c. Bidder Organization details – Format 8.3 d. Track Record of operations – Format 8.4 e. Service Support details – Format 8.5 f. Certificate of Single Point Responsibility for all sub-contracts –

Format 8.6 g. Undertaking for Scope of work – Format 8.7 conforming

compliance to Scope of work as per PART 5 of the RFP h. Manufacturer‘s Authorization – Format 8.8 i. Guarantee for Bid Security Deposit of Rs. 25 Lakh – Format 8.11 j. Conformity to compliance of TECHNICAL & FUNCTIONAL

SPECIFICATIONS (TFS) mentioned in Part 6 of the RFP – Format PART 6

k. DD/Payorder of Rs. 10000/- being cost of Bid document l. All the supporting documents, reference letters as required for

evaluating the responsiveness to the RFP requirement. m. Any other documents for the information required as per the terms

of RFP.

4.5.2. While submitting the Technical Bid, literature on the software / hardware if any, should be segregated and kept together in one section / lot. The other papers like Bid Security, Formats as mentioned above etc., should form the main section and should be submitted in one lot, separate from the section containing literature and annual accounts.

4.5.3. Any Technical Proposal not containing the above will be rejected. The Technical Proposal should not contain any price information, such proposal will be rejected.

4.5.4. Document comprising Price Bid Envelope a) The Commercial / Price Bid as per PART 7 as furnished in the

Bidding documents duly signed by the Bidder and completed. b) Price bids containing any deviations, variation or additional

clauses will be summarily rejected.

4.5.5. Bid Submission The Bidder shall submit both (Technical Proposal and Price Bid) Envelopes simultaneously contained in one outer envelope to the Bank at address mention in para 1.4.

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Bids are liable to be rejected if only one (i.e. Technical Proposal or Price Proposal) is received.

4.5.6. Please note to submit the non-refundable bid amount of Rs. 10,000/- NEFT/DD/Pay order details favoring ― Dena Bank‖ payable in Mumbai, in a separate envelope while submitting the Bid. Bids are liable to be rejected if the same is not received.

4.6. The bidder is expected to examine all instructions, formats, terms and specifications in the RFP Document. Failure to furnish all information required or to submit a Bid not substantially responsive to the RFP requirement will be at the Bidder‘s risk and may result in the rejection of the Bid.

4.7. Clarification of Bidding Document

Bidder requiring any clarification pertaining to the RFP Document may seek the same from the Bank in writing at the address mentioned in or by e-mail as indicated in Invitation to Bid on or before 04/08/2015 upto 10.00 a.m. E-mail is considered as one of the valid mode of communication.

4.8. Amendment of RFP / Bidding Document

4.8.1. At any time prior to the deadline for submission of Bids, the Bank, for any reason, whether, at its own initiative or in response to a clarification requested by prospective Bidders, may modify the Bidding Document, by issuing Corrigendum.

4.8.2. Corrigendum will be put up on the Bank‘s Website alongwith the RFP document and will be binding on all Bidders.

4.8.3. 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.

C . PREPARATION OF BIDS

4.9. Bid Prices

4.9.1. The prices indicated in the Price Schedule shall be entered in the following manner:-

a) The total price quoted should be inclusive of applicable taxes, duties, levies, charges, Road Entry Tax, Octroi etc., as also cost of incidental services such as transportation, insurance etc. but exclusive of Service Tax applicable.

b) Price quoted in the Price Schedule as per Part 7 shall be valid for the entire Contract Period from the date of signing Contract Form / SLA upto 31st December, 2022.

4.9.2. Prices quoted by the Bidder shall be fixed during the Bidder‘s performance of the Contract and shall not be subject to variation on any account, including exchange rate fluctuations, changes in taxes, duties, levies, charges etc. A Bid submitted with an adjustable price quotation will be treated as non-responsive and will be rejected.

4.9.3. However during the contract period if there is significant reduction in the market prices of product / services delivered by the Vendor (due to govt. directive) the benefit will have to be passed on to the Bank.

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4.10. Bid Currencies Bids are to be quoted in Indian Rupees only.

4.11. Bid Security

4.11.1. The Bid Security amount is Rs. 25,00,000/- (Rs. Twenty Five lakh only). 4.11.2. The Bidder shall furnish, as part of its Bid, a Bid security amounting to Rs. 25 lakh Format 8.11 4.11.3. The Bid security is required to protect the Bank against the risk of Bidder‘s conduct, which would warrant the security‘s forfeiture. 4.11.4 The Bid security shall be denominated in Indian Rupees and shall be in

one of the following forms: a) a Bank guarantee issued by a Public Sector / Private Sector Bank in

India, acceptable to the Bank, as per Format 8.11 provided in the Bid, valid for forty-five (45) days beyond the validity of the Bid.

OR b) a Banker‘s Cheque / Demand Draft, issued by a Scheduled

Commercial Bank in India, drawn in favour of Dena Bank payable at Mumbai.

4.11.5 Any Bid not secured, as above, will be rejected by the Bank, as non-responsive.

4.11.6 Unsuccessful Bidders‘ Bid security will be discharged or returned as promptly as possible but not later than sixty (60) days after the expiration of the period of Bid validity .

4.11.7 The successful Bidder‘s Bid security will be discharged upon the Bidder signing the Contract Form and furnishing the Performance Security.

4.11.8 The Bid security may be forfeited: a) if a Bidder withdraws its Bid during the period of Bid validity. or b) if a Bidder makes any statement or encloses any form which turns out

to be false/incorrect at any time prior to signing of Contract; or c) in the case of a successful Bidder, if the Bidder fails;

(i) to sign the Contract Form / SLA or (ii) to furnish Performance Security of Rs. 75 Lakhs within 30 days from

purchase order or before expiry of EMD whichever is earlier. 4.12 Period of Validity of Bids 4.12.1 Bids shall remain valid for 180 days from the date of opening of the Bid.

A Bid valid for a shorter period may be rejected by the Bank as non-responsive.

4.12.2 In exceptional circumstances, the Bank may seek the Bidders‘ consent for extension of the period of validity. The request and the responses thereto shall be made in writing. The Bid security provided shall also be suitably extended. Bidder may refuse the request without forfeiting its Bid security.

D. SUBMISSION OF BIDS

4.13 Sealing and Marking of Bids 4.13.1 The Bidders‘ shall seal one envelope of ―Technical Bid‖ and One

envelope of ―Price Bid‖ and the two envelopes (one Technical Bid & one Price Bid) of each bidder shall be enclosed and sealed in one outer

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envelope. The Bidder should additionally submit soft copies of the Technical Bid documents & Specifications in the form of CD separately.

4.13.2 The inner and outer envelopes shall bear the Project Name as under: "Dena Bank - RFP- For installation of 1200 ATMs – Tender Ref: HO/ITD/457/2015 Dated: 27/07/2015” The Technical and Price Bids

a) Technical Bid : "Dena Bank - RFP- For installation of 1200 ATMs – Technical Bid Tender Ref: HO/ITD/457/2015 Dated: 27/07/2015”

b) The Price Bid envelope will bear the Project name as under ―Dena Bank - RFP- For installation of 1200 ATMs – Price Bid Ref: HO/ITD/457/2015 Dated: 27/07/2015”

4.13.3 If the outer envelope is not sealed and marked, the Bank will assume no

responsibility for the Bid‘s misplacement or premature opening. 4.14 Deadline for Submission of Bids 4.14.1 Bids should be received by the Bank at the address specified, not later

than the date & time specified in the Invitation to Bid. 4.14.2 The Bank may, at its discretion, extend this deadline for the

submission of Bids by amending the Bid Documents, in which case, all rights and obligations of the Bank and Bidders previously subject to the deadline will thereafter be subject to the deadline as extended.

4.15 Late Bids

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

4.16 Modification and Withdrawal of Bids 4.16.1 The Bidder may modify or withdraw its Bid after the Bid‘s submission,

provided that written notice of the modification, including substitution or withdrawal of the Bids, is received by the Bank, prior to the deadline prescribed for submission of Bids.

4.16.2 The Bidder‘s modification or withdrawal notice shall be prepared, sealed, marked and dispatched. A withdrawal notice may also be sent by Fax, but followed by a signed confirmation copy, postmarked, not later than the deadline for submission of Bids.

4.16.3 No Bid may be modified after the deadline for submission of Bids. 4.16.4 No Bid may be withdrawn in the interval between the deadline for

submission of Bids and the expiration of the period of Bid validity. Withdrawal of a Bid during this interval may result in the Bidder‘s forfeiture of its Bid security.

E. Opening and Evaluation of Bids 4.17 Opening of Technical Bid by the Bank 4.17.1 The Technical Bids will be opened in the presence of representative

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Vendors. 4.17.2 The Bidders‘ names, Bid modifications or withdrawals and the

presence or absence of requisite Bid Security and such other details as the Bank, at its discretion, may consider appropriate, will be announced at the time of technical Bid opening. No bid shall be rejected at the time of Technical bid opening, except for late bids, which shall be returned unopened to the Bidder.

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

4.18 Preliminary Examination 4.18.1 The Bank will examine the Bids to determine whether they are

complete as to the required formats, documents, reference letters have been furnished, the documents have been properly signed, and the Bids are generally in order.

4.18.2 Bank may, at its discretion, waive any minor infirmity, non-conformity, or irregularity in a Bid, which does not constitute a material deviation.

4.18.3 The Bank will examine whether the Bid and the Bidder is eligible in terms of Eligibility Criteria contained in Part 3 of the RFP.

4.18.4 The Bank will determine responsiveness of each Bid to the Bidding Document. For purposes of these Clauses, a responsive Bid is one, which conforms to all the terms and conditions of the RFP without material deviations or reservations to the terms and conditions.

4.18.5 The Bank‘s determination of a Bid‘s responsiveness will be based on the contents of the Bid itself, without recourse to extrinsic evidence.

4.19 Technical Evaluation 4.19.1 The Bank reserves the right to evaluate the bids on technical &

functional parameters including visit to inspect live site/s of the bidder, interact with the banks whose reference letters are submitted. The technical bids will be evaluated inter alia on the basis of the following key criteria:

a) Certifications for the CD machine from the Vendors of the Bank‘s ATM Switch.

b) Ability of the proposed CDs to meet functional (transactional) requirements outlined in this document.

c) Compliance of the Make and Models of CDs proposed with technical specifications laid down in the RFP

d) Bidder‘s owned and its subcontractor's support facilities e) Project management capabilities of the Bidder f) Bidder‘s experience / expertise with respect to the delivery of

Scope of work laid down in the RFP g) Availability of Managed Services Centre with a DR setup owned by

the Bidder and its capacity to take additional ATMs 4.19.2 Bidders who fulfill all qualifications mentioned in Part 3 of Eligibility

Criteria of this RFP are eligible to participate in this tender process. 4.19.3 Bank reserves the right to waive any of the Technical and Functional

Specification during technical evaluation if in the Bank‘s Opinion it is found to be minor/deviation or acceptable deviation.

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

4.19.5 Bidders may be called to give presentation of their solutions with its capabilities at their own cost, which will be taken into account for technical evaluation of the Bidders.

4.20 Opening of Price Bids 4.20.1 L1 will be decided through Reverse Auction, however bidder are

required to submit indicative commercials. Price bids submitted by only those Bidders who are eligible in terms of the Eligibility Criteria and whose bids are evaluated by the Bank as Technically responsive to the Technical specifications will be opened

4.20.2 The Bidders shortlisted / evaluated for opening of the Price Bids will be

informed of the date / time / Venue of opening of price bids.

4.20.3 The Price Bids will be opened before the reverse auction in presence of the representative of the eligible bidders.

4.20.4 After opening of price bids the prices will be declared to the Tender

opening committee and representative of bidders present. 4.20.5 The Bank will evaluate the Price Bids with respect to any deviations with

respect to the conditions. The Arithmetical errors will be rectified on the following basis:- If there is a discrepancy between the unit price and the total price that is obtained by multiplying the unit price and quantity, the unit price shall prevail, and the total price shall be corrected. If the Successful Bidder does not accept the correction of the errors, its Bid will be rejected, and its Bid security may be forfeited. If there is a discrepancy between words and figures, the amount in words will prevail.

4.21 Contacting the Bank 4.21.1 No Bidder shall contact the Bank on any matter relating to its Bid, from the

time of opening of Price Bid to the time the Contract is awarded. 4.21.2 Any effort by a Bidder to influence the Bank in its decisions on Bid

evaluation, Bid comparison or contract award may result in the rejection of the Bidder‘s Bid.

4.22 Award of Contract Criteria 4.22.1 The Bank will award the Contract to the successful Bidder who has been

determined to be eligible to qualify to perform the Contract satisfactorily, and whose Bid has been determined to be responsive, and is the lowest evaluated Bid as above.

4.23 Bank’s right To Accept Any Bid and to reject any or All Bids. 4.23.1 The Bank reserves the right to accept or reject any Bid /offer received in

part or in full, and to cancel the Bidding process and reject all Bids at any

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time prior to contract of award, without thereby incurring any liability to the affected or Bidder or Bidders or any obligation to inform the affected Bidder or Bidders of the grounds for the Bank‘s action.

4.23.2 After identification of L1 Bidder, Bank will follow the internal procedure for necessary approvals and thereafter proceed with notification of award to L1 Bidder.

4.23.3 Bank reserves the right to cancel the entire Bidding / procurement process at any stage without assigning any reason whatsoever.

4.24 Notification of Award 4.24.1 Prior to expiration of the period of Bid validity, the Bank will notify the

successful L1 Bidder in writing or by e-mail, that its Bid has been accepted.

4.24.2 Upon notification of award to the L1 Bidder, the Bank will promptly notify each unsuccessful Bidder and will discharge their Bid security.

4.25 Signing of Contract 4.25.1 The Bank will sent notification of award of contract to the successful lowest

Bidder that its‘ Bid has been accepted. 4.25.2 Upon receiving notification of award of contract the L1 bidder should

within 15 days shall sign the Contract Form as per Format 8.9 4.25.3 Signing of the Contract Form will constitute formation of the Contract till

the Service Level Agreement is executed between the Bank and the Vendor.

4.25.4 Failure of the successful Bidder to sign the contract and return it to the Bank within 15 days from the date of award of contract shall constitute sufficient grounds for the annulment of the award and forfeiture of the Bid security.

4.26 Performance Security 4.26.1 The Performance Security shall be denominated in Indian Rupees and

shall be by way of Bank Guarantee issued by a Public / Private Sector, acceptable to the Bank in the Format 8.10.

4.26.2 The successful Bidder shall provide on an annual basis a Performance Bank Guarantee from a reputed public sector or private sector bank of Rs. 75 Lakhs within 30 days of signing the Purchase Order or before expiry of EMD which ever is earlier. Performance Bank Guarantee will be annually renewable throughout the period of contract with a claim period of 3 (three) months before expiry of existing PBG. In case of non-renewal, Bank may invoke the PBG. Format of Performance Bank Guarantee is as per Form 8.10 of the RFP.

4.26.3 The proceeds of the Performance Security shall be payable to the Bank as compensation for any loss resulting from the Vendor‘s failure to complete its obligations under the Contract/non-renewal of PBG in time. In the event of nonperformance of obligations the Bank shall be entitled to cancel the contract and invoke the Performance Bank Guarantee without notice or right of demur to the Vendor apart from the other provisions of cancelling the order in terms of the RFP.

4.26.4 In the event of any contract amendment, the Vendor shall, within the 21 days from the date of such amendment (as relevant to the Performance Security), furnish the amendment to the Performance

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security, rendering the same valid for the duration of the Contract.

4.26.5 In the event of Bank awarding contract for additional 25% CDs, the Vendor will submit Performance Guarantee for additional amount of Rs. 18 lakh upon execution of Supplemental SLA/PO.

4.27 Pre-Bid Meeting

It has been decided to hold a Pre-Bid Meeting on 04/08/2015 at 3.00 p.m., at Bank‘s Head Office, IT Department at address given in the Part Invitation to Bid of this RFP. Bidders are requested to send their queries relating to RFP to our office by e-mail (e-mail addresses given on 4th page) well in advance (latest by 04/08/2015 up to 10.00 a.m.), so that the same could be addressed during the Pre-Bid meeting with interested Bidders. The required clarifications will be given by way of addendum to RFP and placed on Bank‘s web-site as corrigendum to RFP.

4.28 Publicity

Any publicity by the Vendor in which the name of the Bank is to be used will be done only with the explicit written permission of the Bank. The ATM sites shall contain publicity material of the Bank and display important information to the customers. No third party advertising including that of Vendor shall be allowed at ATM sites.

4.29 Insurance

It is the sole responsibility of the Vendor to obtain adequate insurance cover for the Cash in transit, cash held in CD machine, cash held in Vault, the CD machine, UPS, AC and other infrastructure deployed for implementation of the project. The Vendor is responsible to reimburse the Bank within 48 hrs the loss of Cash in transit; cash held in CD machine, cash held in Vault of CMA without waiting for settlement of Insurance claim. Insurance to cover against all type of losses. Any loss arises/claims arising will be responsibility of the bidder.

4.30 Service Level Agreement

The selected Vendor shall enter into Service Level Agreement, containing all the Terms and Conditions of this RFP including confidentiality, non-disclosure, IPR related clauses, with the Bank for a contract period from the date of execution / effective date to ending 31st December 2020. In case the Bank awards contract for additional 25% ATMs that is 300 ATMs as per the terms and conditions of the RFP, the Vendor shall enter into supplemental SLA.

4.31 Use of Contract Documents and Information 4.31.1 The Vendor shall not, without the Bank‘s prior written consent,

disclose the Contract, or any provision thereof, or any specification, plan, drawing, pattern, sample or information furnished by or on behalf of the Bank in connection therewith, to any person other than a person employed by the Vendor in the performance of the Contract. Disclosure to any such employed person shall be made in confidence and shall extend only as far as may be necessary for purposes of such performance.

4.31.2 The Vendor shall not, without the Bank‘s prior written consent, make use of any document or information for purposes of performing the Contract.

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4.31.3 Any document, other than the Contract itself, shall remain the property of the Bank and shall be returned (in all copies) to the Bank on completion of the Vendor‘s performance under the Contract, if so required by the Bank.

4.32 Patent Rights 4.32.1 In the event of any claim asserted by a third party of infringement of

copyright, patent, trademark, industrial design rights, etc., arising from the use of the Goods or any part thereof in India, the Vendor shall act expeditiously to extinguish such claim. If the Vendor fails to comply and the Bank is required to pay compensation to a third party resulting from such infringement, the Vendor shall be responsible for the compensation to claimant including all expenses, court costs and lawyer fees. The Bank will give notice to the Vendor of such claim, if it is made, without delay. The Vendor shall indemnify the Bank against all third party claims.

4.33 Inspection 4.33.1 The Bank reserves the right to carry out inspection by a team of Bank

officials, of any of the existing live installations of the Vendor referred to in the Technical Bid or demand a demonstration of the solution proposed on a representative model in bidder‘s office.

4.33.2 Nothing stated hereinabove shall in any way release the Vendor of any obligations under this contract.

4.34 Manuals / Documentation 4.34.1 Before the first CD is accepted by the Bank, the successful bidder shall

provide Design Manual, System Manual, Operations Manual and Security Manual for ATM / CD installed.

4.34.2 Unless and otherwise agreed the CD shall not be considered to be installed for the purpose of acceptance until such manuals have been supplied to the Bank.

4.34.3 Documentation should be comprehensive & include: Product Literature. Operating manuals. General Specifications. Operator Reference manuals for each operator task. Messages manuals. Documentation on troubleshooting.

4.35 UPTIME CALCULATION

4.35.1 Uptime is calculated as accessibility / availability of the CDs for all types of transactions supported on the CD. Availability should be for the end customer and the customer should be able to perform all transactions (financial & non-financial) that are supported on the ATM including generation of the receipt on completion of transaction, dispensing of cash of all denomination for which ATM is configured.

4.35.2 Installation of ATM Delivery Channel is of critical importance for the Bank and therefore, it requires uptime availability of 98% calculated on monthly basis for each CD. An uptime of minimum of 98% for each CD for a calendar month (excluding the month in which the CD is installed) is required.

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Following will be Standard Exclusions while calculating availability:

A maximum of 10 hours per month for performance of Supervisory duties and preventive maintenance, t ime taken for activ ity replenishment of Cash at CD

Bank dependency, actual downtime due to Cash Out on account of non-supply of cash by the Bank.

Bank dependency, actual downtime on account of ATM Switch downtime

force majeure cases

In case of non-availability of connectivity for onsite ATMs

Core Banking Solution Host outages

Any other cause attributable to Bank‘s infrastructure

4.35.3 For the purpose of calculation of uptime, an ATM which is not dispensing cash for reasons other than stated above, will be treated as down even though the non-financial transactions are happening successfully on the ATM.

4.35.4 However, an ATM which is dispensing cash successfully will be treated as functioning even though non-financial transactions are not happening.

4.35.5 ATMs to run from 7 AM to 9 PM mandatorily. Care Taker services mandatorily required during operational time of ATM. If bidder wish to run the beyond defined time window, bidder to deploy the care taker services during entire operational time of ATM.

4.36 PENALTY FOR NON MAINTENANCE OF UP-TIME 4.36.1 ATM uptime 98% for the agreed working hours for a particular site

calculated monthly. Fort each 1% or part downtime below 98% uptime calculated monthly, the penalty applicable will be 1% from the Bank payable amount for that month. The uptime & penalty shall be calculated for each ATM separately, after taking into account all the exclusions provided in the above paragraph calculated on a monthly basis. For example if the month has 30 days i.e. 720 hours, 10 hours will be deducted for Preventive Maintenance and Supervisory Time (assuming that there is zero downtime on account of non-supply of cash and the- non-operation of Switch). Of the remaining 710 hours, the bidder has to ensure that the downtime does not exceed 2% i.e. 14 hours in a month per ATM. For downtime exceeding 10+14 i.e 24 hours in the month, penalty at the rate of Rs. 100 per 4 hours will be levied. Bank will share its downtime details and Banks decision will be final.

4.36.2 The Vendor shall be charged penalty for Cash outs in any ATM due to the fault of the Vendor at the rate of Rs.1,000 per occasion. For the purpose of charging penalty, non-availability of currency of all denominations that is all cassettes getting empty (for reason not attributable to the Bank) shall be treated as cash out. There will be no exclusions (other than standard exclusions) in this regard.

4.36.3 In the event of CD going down for two reasons at a time viz. ATM machine related fault and Cash Out in ATM due to the fault of the Vendor, the penalty amount calculated higher of the two will be levied.

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4.36.4 Successful Vendor shall submit uptime statistics along with invoices. 4.36.5 Bank has the discretion to waive penalty for reasons beyond the control of

the bidder. 4.37 Commissioning the CDs and Operationalizing Services 4.37.1 The Vendor shall be responsible for operationalizing all the services

stipulated under this RFP at On-site locations within 6 weeks and at Off-site locations within maximum 8 weeks from the date of purchase order for CD location.

4.37.2 The roll out requirement is phased out as under:- a) Off-Site: 400 CDs (50% of the RFP quantity) should be installed

within 3 months. Balance 400 CDs should be installed by within next 3 months.

b) On-Site: As per requirement within 6 weeks from such intimation for commissioning.

4.37.3 Penalty for Delay in Operationalizing the Services The Vendor shall be charged Penalty for delay in operationalizing the ATMs as mentioned below:- a) On-Site ATM should be operationalized within 6 weeks from the date of

Site Handover by Bank. Penalty for delay in commissioning will be 1% of the Revenue generated per year @150 txn per day.

b) Off-Site ATM should be operationalized within 8 days from the date of Site Clearance from Zonal Office/HO. Penalty for delay in commissioning will be 1% of the Revenue generated per year @150 txn per day.

c) In case of delay in submitting the EJ pulled data to Bank for a particular ATM exceeds 3 Days, penalty shall be charged @ Rs.350/- per day subject to the cap of maximum one month charges of that ATM.

d) Penalty imposed by RBI/Ombudsman/Other Bank/Any Other Government authority/office on customer complaints due to non- availability of EJ or delay in submission of EJ will be charged from the vendor.

4.38 CAP ON PENALTY a) The total Penalty recoverable for downtime that is not maintaining the

uptime as per Service Level, cash outs attributable to the Vendor, delay in operationalization of services will be capped at 10% of the total payment due to the Vendor for under the Contract for the particular month.

b) This above Cap is not applicable for the dues recoverable from the Vendor under clause 5.5 and 5.10 of this RFP.

4.39 ADDITIONAL CD REQUIREMENT Bank reserves the right to place order with the selected Vendor within one year from the date of contract for additional 25% CDs in addition to 1200 CDs at the contracted daily rental and terms and conditions. Further, Bank at its discretion may decide with vendor for annual requirements for additional deployment of ATMs during the currency of the contract. 4.40 TERMINATION OF CONTRACT: 4.40.1 Bank reserves the right to cancel the entire / unexecuted part of

Purchase Order at any time without assigning appropriate reasons in the event of one or more of the following conditions:

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a) Undue delay in Implementation of the Project beyond the specified periods owing to the Vendor b) Non sat isfactory performance of the Vend or dur ing implementation and operation. c) Failure to integrate / implement the project as per the requirements of the Bank. d) Serious discrepancies noted in the implementation of the project e) Breaches in the terms and conditions of the Order. f) The average availability in three consecutive months of all the CDs taken together is less than 90%. g) The general maintenance of the sites and equipment is poor and there is no improvement despite bringing it to the notice of the vendor. h) The Vendor repeatedly defaults in payments of site rent, electricity and communication bills, statutory dues, other subcontractors, caretaker wages, etc. i) The vendor becomes bankrupt / insolvent. In this event, termination will be without compensation to the Bidder, provided that such termination will not prejudice or affect any right of action or remedy which has accrued or will accrue thereafter to the Bank.

4.40.2 In addition to the cancellation of purchase order, the Bank reserves its right to invoke the Performance Bank Guarantee given by the bidder.

4.40.3 In case of breach of contract on part of the Vendor or the Bank, the affected party shall serve notice of breach on the other party. The party committing the breach shall, within 90 days of service of such notice take adequate steps to remedy the breach, failing which the affected party may enforce performance in accordance with applicable clauses of the Agreement.

4.40.4 Upon breach of contract and after the expiry of the notice period, if the Vendor fails to improve the performance and/or, does not take steps to remedy the breach, the Bank will be compelled to initiate takeover of assets. Under such circumstances following will be applicable: a) The value payable by the Bank to the Vendor will be depreciated

amount of the fixed assets like CD machine, UPS, AC, VSAT, etc. as on the date of notice. The applicable rate of depreciation would be @20% p.a. for the invoice value of fixed assets inclusive of taxes, calculated on straight line method. (However, the Vendor may apply its own depreciation rate and method for maintaining its books of accounts internally).

b) All other clauses (a) to (d) mentioned in 4.1.3 above are applicable in case of breach of contract also.

4.40.5 Termination for Insolvency The Bank may, at any time, terminate the Contract by giving written notice to the Vendor if the Vendor becomes bankrupt or otherwise insolvent. In this event, termination will be without compensation to the Bidder, provided that such termination will not prejudice or affect any right of action or remedy which has accrued or will accrue thereafter to the Bank.

4.41 REVIEW MEETING Bank will hold a review meeting with the responsible senior in rank personnel of the selected vendor on monthly basis to review the project

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implementation and operation. In case non satisfactory performance, the successful bidder will be given time till the next monthly review to improve the performance. If the bank is not still satisfied with the performance, bank reserves the right to terminate the contract and invoke the performance bank guarantee given by the bidder. Bank may call meeting any time if performance is not satisfactory.

4.42 FORCE MAJEURE

4.42.1 The Vendor or the Bank 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 The Vendor or the bank, i.e. Force Majeure. For the purpose of this clause, ―Force Majeure‖ shall mean an event beyond the control of the parties, due to or as a result of or caused by act of God, wars, insurrections, riots, earth quake and fire, revolutions, floods, epidemics, quarantine restrictions, trade embargos, declared general strikes in relevant industries, satellite failure, act of Govt. of India, events not foreseeable but does not include any fault or negligence or carelessness on the part of the parties, resulting in such a situation. In the event of any such intervening Force Majeure, either party shall notify the other in writing of such circumstances and the cause thereof immediately within five calendar days. Unless otherwise directed by the Bank, the Vendor 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.

4.42.2 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 180 days month, the Bank and the Vendor shall hold consultations with each other in an endeavor to find a solution to the problem. Notwithstanding above, the decision of the Bank shall be final and binding on the Vendor.

4.43 Jurisdiction

All disputes would be subject to Indian laws and jurisdiction, and settled at courts in Mumbai.

4.44 Audit

The bank at its discretion shall audit cash in vault, cash in CDs, the software, services of the Vendor by its internal/external auditors. The Vendor is required to facilitate the same at no additional cost.

4.45 Indemnity 4.45.1 The Vendor shall indemnify, protect and save the Bank against all

claims, losses, costs, damages, expenses, action suits and other proceedings, resulting from any actions of the employees or sub-contractors, agents of the Vendor.

4.45.2 The Vendor 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 all the hardware and software used by them.

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4.45.3Any loss/damage/costs suffered by the Bank on account of any third party liability attributable directly to the equipments deployed by the Vendor and/or its Services shall be borne/reimbursed by the Vendor. The Bank disclaims any liability or responsibility in this regard. In addition to the above, if any wrong or fraudulent withdrawal is found to be effected, attributable to the software/hardware of the CDs and/or any other equipment of the Vendor, the Vendor shall be liable for the direct consequences thereof.

4.46 Compliance with Statutory and Regulatory Provisions

It shall be the sole responsibility of the Vendor to comply wi th all statutory and regulatory provisions while delivering / undertaking the services mentioned in this RFP without any cost to the Bank.

4.47 Taxes and Duties 4.47.1 The Vendor shall be entirely responsible for all applicable taxes, duties,

levies, charges, license fees, road permits, etc. in connection with delivery of products at site including incidental services and commissioning.

4.47.2 Income / Corporate Taxes in India: The Vendor shall be liable to pay all corporate taxes and income tax that shall be levied according to the laws and regulations applicable from time to time in India and the price bid by the Bidder shall include all such taxes in the contract price.

4.47.3 Tax deduction at Source: Wherever the laws and regulations require deduction of such taxes at the source of payment, the Bank shall effect such deductions from the payment due to the Vendor. The remittance of amounts so deducted and issuance of certificate for such deductions shall be made by the Bank as per the laws and regulations in force. Nothing in the Contract shall relieve the Vendor from his responsibility to pay any tax that may be levied in India on income and profits made by the Vendor in respect of this contract.

PART 5 : SCOPE OF WORK FOR SERVICES AND DELIVERABLES 5.1 Cash Dispenser (CD) procurement, installation and maintenance

a) Bidder is responsible for procurement, installation and maintenance of CDs as per the Technical Specifications mentioned in PART 6 of this RFP document.

b) The CDs are required to be deployed across the length and breadth of the country as per Bank‘s business requirement.

c) The CDs should be maintained by the Vendor for the contract period of not less than 7 years. The AMC shall be carried out by OEM or its authorized dealers for a period not less than 7 years.

d) The CDs deployed should be certified for Electra ATM Switch (Banks present ATM Switch) being used by the Bank. Bidder should ensure that customization, if any, is completed to communicate with Switch and ATM network without any cost to the Bank. Bank is in process to own new ATM switch under opex model. It is bidder‘s responsibility to interface all the CDs with new ATM switch own by the Bank and switching charges are also payable by the bidder.

e) Bidder should provide all new CDs (not refurbished) with biometric

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functionality, Voice guidance enabled, braille keyboard and should conform to EMV standards. All CDs should be EMV ready.

f) CDs deployed should comply with RBI, IBA, GOI, EMV, VISA, MASTER, RuPay, NPCI guidelines. If any new guidelines are issued by these organizations, the bidder / vendor shall arrange for its compliance / upgradation and bear the cost for the same.

g) Selected bidder can choose site for installation of ATMs based on the market study for requirement of ATMs with the approval of Bank.

h) The ATM sites need to be prepared as per Bank approved layout. i) There will be no minimum commitment by Bank for number of transactions

per month for off-site ATMs. j) Minimum contract period of 7 years with a renewal option for one time for a

period of 3 years. k) ATMs to run from 7 AM to 9 PM mandatorily. Care Taker services

mandatorily required during operational time of ATM. If bidder wish to run beyond defined time window, bidder to deploy the care taker services during entire operational time of ATM.

l) The vendor will be selected on reverse auction basis for charges quoted for each ATM transaction.

m) ATMs supplied by bidder will be configured to connect to Bank ATM switch through their switch.

n) In case Bank opts for outsourcing ATM switch, the switching charges for each transaction shall be payable by bidder.

o) In case interchange charges across industry goes below the final Reverse Auction price, Bank at its discretion, if operations are not profitable, may advise bidder to close 20% ATMs per annum with a notice period of 3 months

p) Bidder to deploy ATMS within 6 months of contract agreement at off-site locations. For Bank own sites it shall be 45 days.

q) Bidders proposed make of ATMs shall have minimum installed base of 2000 in India as on bid date.

r) It is the responsibility of the bidder to ensure technical capability with present ATM switch and new switch in case Bank changes its present switch.

s) For Bank own sites, Bank to provide space, electricity and connectivity. The charges for rent, connectivity and electricity are payable by Bank.

t) For ATMs installed at Bank identified locations, Bank to provide minimum commitment charges for 2000 financial transactions per month. Any shortfall in number of transactions per month, Bank to compensate the bidder.

u) Bidder to provide ATMS with capability to print ATM slips in English, Hindi and any two local languages.

v) All ATMS deployed shall be of voice guidance enabled to play waves / sound files with internal speakers / external head phone jack and brail enabled.

w) All ATMs installed shall be bio-metric enabled and Aadhar enabled. x) Any regulatory guidelines related to ATM business shall be incorporated by

bidder during the currency of the contract. y) ATMs will be with operating system Windows/Linux/Open Source Software. z) Bidder will be responsible for end to end reconciliation and will be

responsible for dispute claims.

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5.2 Centralized Electronic Journal (EJ) Pulling / software distribution : 5.2.1 Electronic Journal (EJ)

a) The CDs deployed should be compatible with the EJ pulling software agents such as Tranxit/SDMS/Radia/Infobase etc.and /or with any other EJ pulling agent that may be deployed from time to time. Providing the EJ pulling software and its installation on CDs as may be required from time to time will be the responsibility of the bidder / vendor and will be done free of cost i.e. without any cost to the Bank.

b) The Vendor should have the facility to extract Electronic Journals of all transactions carried out at each CD, to a centralized location / Server.

c) CD-wise EJs should be stored in the EJ server of the Vendor at a centralized location for minimum period of 12 months. Bidder to ensure EJ pulling from the ATM at specified time as per Bank/vendor's specifications. CD-Wise EJs pulled are to be spooled separately and pushed to the designated server on daily basis. ATM-wise EJ data should be made available for a minimum period of twelve months. The EJ data may be purged by the Bidder after seeking confirmation of the Bank, after taking necessary Backup and handing over this backup to Bank‘s Team.

d) EJ pulling should be done on daily basis and sent to Bank‘s EJ Server located at Data Centre, Mumbai on T+1 basis.

e) The Vendor should provide EJ viewer facility to the Bank. f) In case of settlement of any claim of the Cardholder by the Bank in the

event of non-availability of EJ for the same, the Bank reserves the right to recover the amount of transaction claim from the Vendor.

g) The process of extracting and sending EJ to Bank‘s ATM Cell at Mumbai:- i. The EJ‘s will be pulled each day. for the previous day through

automated schedules configured for daily EJ pulling at the server. ii. The EJ‘s which cannot be retrieved through the automated

schedules shall be retrieved and delivered on SFTP to Bank‘s ATM Cell on next day before 1.00 p.m.

iii. Customer transactions will take precedence over the EJ pulling process and if a transaction occurs while EJ is being pulled the EJ process will be stopped to complete the transaction. The remaining part of the EJ will be pulled after the transaction is completed

5.2.2 Content Management a) Vendor should provide Software and Screen distribution from central

location to different ATMs/ CDs rolled out under the tender to facilitate individual configuration and screen displays.

b) Facility for remote loading of ATM screens and Software distribution should be available including provision of software for such facilities and the activity should be carried out by the bidder/vendor free of cost. The Bank will not provide any software/agent for the same nor pay for these agents separately.

c) The Bank will provide the ATM screens which have to be loaded in all the ATMs at no additional cost to the bank. Similarly, the Vendor is also required to remove or replace the screens based on the instructions of the bank at no additional cost to the Bank.

d) The screen distribution should be platform independent – should support Windows operating systems stipulated in the Technical

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specification of the RFP. e) The system adopted should be capable of distributing screens at ATMs

running on VSATs, leased lines, CDMA, RF, Wifi etc. f) The solution should support PCX, GIF, MPEG, FLC,FLI and other audio /

video file formats. g) The solution should be capable of centralized distribution of screen at

scheduled and ad hoc basis. h) The solution should be capable of centralized distribution of software

upgrades and patches to the ATMs j) The solution should be capable of centralized distribution of antivirus

patches to the ATMs. k) The solution should be capable of distributing screens at specified

number of ATMs. l) The solution should be capable of performing rollback if the ATM needs to

be brought to the previous state. m) All necessary hardware / software etc. shall be provided by the bidder for

screen distribution. n) The connectivity with back up arrangement between the managed center

of the bidder and DC & DR shall be provided by the Bidder at no extra cost to the Bank.

o) The bidder shall provide the MIS/Reports conforming download format.

5.3 Networking for connectivity of CDs 5.3.1 Switching

Switching of CDs will be the responsibility of the Bank. Providing Data Feed from Bank‘s ATM Switch also will be responsibility of the Bank. Terminal Master Keys will be provided by the Bank.

5.3.2 On-site CDs a)Networking of On-site CDs to ATM Switch at Bank‘s DC and DR site will be provided by the Bank through branch LAN Switch and router. The necessary LAN Cabling for the purpose will be done by the Bidder. 5.3.3 Off-site CDs

a) All the Off-site CDs should be networked by the bidder / vendor to Banks ATM Switch hosted at Bank‘s Data Centre situated at Mumbai and DR Bangalore.

b) The vendor should provide reliable and uninterrupted connectivity for offsite CDs using leased line / CDMA / VSAT. Newer technologies like WiMax, 3G etc. will also be acceptable subject to the clearance from Bank‘s Information Security Department. The sizing of bandwidth of leased line, VSAT, CDMA should be adequate to provide reliable and uninterrupted connectivity for Off-site CDs. Vendor should ensure that all the transactions carried on the CD are processed seamlessly.

c) Vendor should also arrange for VSAT backhaul (Bharti Airtel, HECL, HCL Comnet, etc.), 3G, Wimax, CDMA backhauls for connecting to the Bank‘s ATM Switch and DR at Bangalore.

d) The backhaul link each between Networks service provider‘s Hub/NOC, to Bank‘s ATM Switch at Data Centre, Mumbai and Disaster Recovery Centre, Bangalore should be configured with end to end IP Sec, 3DES.

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Managed Services center of the Bidder also need to be connected to Bank‘s DC and DR for ATM monitoring purpose.

e) A backup link of 2 mbps or higher to the Primary Backhaul links from an alternate network service provider with end-to-end IP Sec/3DES or any higher version should also be provided.

f) Bidder should provide, install and maintain routers and other network equipments at Bank‘s DC and at DR site at Bangalore and at the vendors Hub/NOC. This should be done in consultation with Bank‘s Networking Department.

g) The Vendor should allocate dedicated IP addressing scheme in co-

ordination with Bank‘s Networking Department/ System integrator of the Bank. Bidder have do Natting in the router which will be kept in Bank DC and DR Site. Accordingly bidder has to deploy Model of router.

h) The proposed networking plan with all technology details should be enclosed to the Technical Bid.

i) The Vendor is required to undertake all the up-gradation / installation of Operating System patches as and when required to the network equipment. The Vendor should ensure that their network equipment‘s installed at Bank‘s DC end and at DRC Bangalore are on dual power supply. All Network equipment at remote locations as well at Bank DC, and DR Site should be IPv6 compliant. Bank will reject the equipment and Vendor will have to replace the equipment at any point to time in case the network equipments deployed by the Vendor are not IPv6 compliance.

j) The Network should adhere to the following security aspects: i. Strong Authentication. i i. IPSec tunnel for the traffic from ATM to DC and

DR, as advised by the Bank for data confidentiality. i i i . Segregation of proposed network from other customers. If

total physical segregation is not feasible, network level access controls including firewalls and router based access control should be implemented to ensure that there is adequate logical separation between Banks ATM Network and other systems/networks at the Hub/NOC.

k) The Bank reserves the right to conduct post-implementation audits of the Network to ensure that the security controls are in place.

l) The Vendor should carry out necessary configuration changes in their network, if in future the Bank decides to carry out design modification and/or application modification to the Banks‘ ATM network, including modification for the security policy implementation. The cost of such configuration modifications should be entirely borne by the Vendor.

m) Bidder should have clear Disaster Recovery and Business Continuity Plan and the details of the same should be furnished.

5.4 Site Implementation Services (SIS) 5.4.1 On-site CDs 5.4.1.1 The On-site CDs will be installed at the Bank‘s branch locations. The

Bank will provide the following:- a) Site will be provided by the Bank i.e. CD room with shutter.

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b) The electricity connection upto the CD room will be provided by the Bank. Proper earthling arrangements will be responsibility of the Bank.

c) Payment of electricity bill will be made by the Bank. d) Networking arrangements will be done by the Bank , LAN Cabling to be

done by the bidder. e) Signage will be put up by the bidder as per the designs &

specifications provided by the Bank time to time. f) Expenses for On-site CD relocation if desired by the Bank will be borne by

the Bank. g) Caretaker will be provided by the bidder.

5.4.2 Off- Site CDs Bidder/Vendor shall conduct site identification exercise and offer suitable site in the vicinity of locations desired by the Bank. Bidder/ Vendor would be responsible for the following:-

a) The site should be at the ground floor and on the main road at the prominent locations like corporate outlets, market places, malls, etc.

b) The area of site shall be 70 - 100 sq ft. suitable for installation of CD c) ATMs to run from 7 AM to 9 PM. Care Taker services mandatorily

required during operational time of ATM. If bidder wish to run the beyond defined time window, bidder to deploy the care taker services during entire operational time of ATM.

d) Bank will indicate broad area of the city, name of district, etc. The Bank‘s prior approval is required to be obtained by the Vendor before finalization of the location. Zonal Office (ZO) concerned under whose jurisdiction the proposed CD falls will be required and in normal course, will be extended within one week of the Vendor intimating the identified site details. Only after Bank‘s approval, the Vendor may proceed with the site implementation and CD installation. The Bank reserves the right to reject any site proposed by the Vendor for reasons like proximity to an existing ATM, visibility, lack of potential for hits etc.

e) The Vendor should enter into lease agreement/ownership for the site, roof rights in case of VSAT installation/solar panel installation where new CDs are proposed to be installed.

g) Vendor is responsible for timely payment of Rent, Electricity bills, all applicable taxes, lease deed expenses and any other required / necessary expenses.

h) Obtaining all statutory approvals from the landlords and municipal and concerned authorities.

i) Installation of Bank‘s signage and lollipop j) Bank‘s prior approval is required to be obtained, in case the Vendor is

required to relocate any of the CD for reason other than request from the Bank.

k) Any licenses/authorizations required for installation of ATM at selected site shall be arranged by Bank in the name of the Bank.

5.4.3 Site Work Specifications applicable to both Onsite and Offsite CDs a) Bidder would be responsible for Site preparation as per the specifications given below:-

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Item Description

1. FLOORING : P/f of 2' x 2‖ Vitrified Ivory colour tiles for flooring (only). Laying of Tiles for steps and Raisers depending on the site conditions

2. FALSE CEILING : Providing and fixing exposed 'T' sections are suspended from the ceiling, including necessary framework for the Armstrong type False ceiling.

3. PAINTING :

- Providing & applying 2 coats of enamel paint to the existing Rolling Shutters

4. FIXED GLAZING : Providing and fixing external fixed glazing comprising of 10 mm Modifloat, Saint Gobain, Asahi make clear glass covered with 100 mm x 50 mm aluminium sections and clip with black colour mat finish powder coated. (need transparent froster film on glass) .

5. MAIN DOOR : Providing and fixing glass door comprising of 2" x 2" vertical member and top member, 50 mm x 150 mm top & bottom member, aluminium of Jindal make, black powder coated, floor spring of Indus, Everite, Opel make, clip sections, 8mm clear Modifloat/ Saint Gobain glass. Aluminium sections with groove for vertical, top and bottom members to house wool/ rubber weather strip. The glass door of ATM offers a clear view into the ATM room without obstruction by marketing materials.

6. PANELLING : Panelling at entrance and walls to 7ft. / 8 ft. height made of 2" x 2" Aluminium box section with 5mm ISO Aluminium Composite Panel. Exterior Panelling of shutter with 4 mm Aluminium Composite Sheet with trap door and all accessories.

7. PARTITION :

Providing and fixing of 2"x2" Aluminium Box Section partition with 5 mm Aluminium Composite panel / sheet lapped on front side and back side (only where backroom is available) with 8 MM thick plywood finished with white colour enamel paint. Providing and fixing of flush Door with teak wood louvers, and necessary accessories

8. GROUTING

Drilling 10‖-12‖ holes in the flooring and hammering metal sleeves in these holes. Putting in Anchor fasteners - min. 8‖ long anchor fasteners, preferably of Fischer make. Applying resin adhesive (Araldite) over the finished bolt positions for improved bonding

9. SIGNAGE and LOLLIPOP For Off-Site CDs Vinyl made of appropriate Size for the site

10. ATM Interiors should be well lit to ensure adequate visibility from outside as well as proper photographic resolution on CCTV/ATM Camera.

b) Vendor shall be responsible for Electrical work at CD site as per Specifications given below:-

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Item Description

1. ELECTRICALS : Flame Retardant Low Smoke (FRLS) wires of (Finolex / R.R.Kabel /Anchor/Havell‘s /Polycab) make are to be used. 4.0 sq. mm wires are to be provided from main supply and air-conditioner power supply, with earth wires of size 2.5 sq mm. 2 Nos Metal clad with 20A MCB for Aircons 2.5 sq mm wires are to be provided for UPS supply circuits, lighting circuits and board light supply with 1.50sq. mm. earth wire. 20 Amps metal clad plug and socket DB is to be provided for input and out put supply of UPS 15A Cable tops, cables for input and output to and from UPS Unit.2 Nos. Metal clad with 20A MCB for UPS input and Output, Providing and fixing modular type switches/ sockets of make Legard, Mossaic/ M.K India wrap around/ Schneider Electric Cllpsal/ Anchor – Ave, Woods / Havell‘s – Crab Tree. 6 Nos light points comprising of 6A Single switch for CFL and LED lights

2. MAIN CABLING :

Providing & laying of 10 Sq. mm. UG cable from ATM main DB to panel board.

3. EARTHING For Off-site CD - Supply & installation of 500 x 500 x 5mm copper plate earthing with 2.5 m long 500mm dia ' B ' class G.I. Pipe with No. 8 copper wire from the bottom of pipe to top clamp and perforated holes, cast iron funnel with wire gauze on top of watering arrangement, electrode buried alternative layers of Salt / Charcoal providing double clamp arrangement on top using fastened to the earth electrode with suitable brass bolt and nut as required including masonry chamber construction. - P/f of 6 Sq mm PVC insulated copper wire with proper conducting from earth pit to UPS

4. DATA CABLING : Finolex 4 pair Cat - 6 Cable wiring with I / O socket in PVC pipe with proper conduiting. Additional Cat 6 cable is required on same root as backup. VSAT Cable Conduiting :- Cable to be conduit in flexible pipe with proper clamping from ODU to IDU

5 .ACCESSORIES : Chair-1 No good quality / branded plastic chairs with handles for caretaker Ready make light blue colour plastic Dust Bin -1 No for waste papers Soft Board for displaying notices- 1 no, 12 mm thick soft board covered with 25 mm X 25 mm teakwood frame covered with blue coloured carpet cloth

Writing Glass -1 No, Brochure Holder -1 No. Fire Extinguisher-1 No., 2 kg. ABC type Burglar Alarm- 1 No, Door Matt 1 nos.

c) UPS Requirement It is responsibility of the Vendor to arrange for uninterrupted power supply for ATM functioning. Minimum 2.5 KVA ups to be quoted. Vendor should install and maintain UPS with minimum 6 hours battery backup. In areas where there is load shedding, the Vendor should arrange for alternate Power supply arrangements like Diesel Generator set, solar power, etc. to maintain uptime of 98% per CD.

http://sq.mm/

http://1.50sq.mm/

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d) Air Conditioner Vendor should install and maintain two nos. of Air-conditioners of 1.5 Ton each with timer and stabilizer from reputed Vendors having a good service network across the country. e) UPS and AC Maintenance

The Vendor needs to have tie up arrangements with OEM or their Authorized Service Providers for Annual Maintenance contract of UPS, Air Conditioners or any other pertinent item related with ATM installation under this tender. 5.4.4 Site Maintenance and Cleaning services (applicable for both

on-site and off-site locations) a) The Vendor should ensure maintenance of ambience of CD site. The site

should be stain free, dust free. Vendor should undertake the following site maintenance activities:-

i. Cleaning and mopping the entire site twice in a day. ii. Cleaning includes flooring, glass door, laminates, ceiling, ATM

machine, AC fins, dusting the other fixures in CD room. iii. Electrical and lighting maintenance like replacing lights, tubes, bulbs,

holders, electrical switches, starters, chokes, etc. as and when required. The problems with the lights including replacements are rectified within 4 hours.

iv. All lights within the ATM room and outside like Backlit signage, Glow sign boards and all other lights are functioning at all times.

v. Signage repairs / replacements and earthing checks at Off-site locations

vi. General maintenance of UPS, AC units, flooring, ceiling, Leakage / Seepage, replacement and maintenance of Door closures, lights, etc..

vii. Pest control services at least once in a year viii. Replenishing posters, stickers as and when required by the Bank

and provided the Bank. f) Bank officials will inspect the site a least once in a month. The vendor should repair, replace the defective / non-functioning furniture, fittings and equipment within two days of the official communication to the Vendor.

5.5 Caretaker services / Site Attendant (applicable for both on-site and off-site locations)

a) Care Taker services mandatorily required during operational time of ATM. If bidder wish to run the beyond defined time window, bidder to deploy the care taker services during entire operational time of ATM.

b) The caretaker engaged should be able to provide minimum guidance to the Cardholders.

c) Vendor should have a policy in place for engaging caretakers including background check.

d) The vendor must ensure that all applicable laws framed by the Central Government, State Government and Local Bodies, including payment of applicable minimum wages and all laws pertaining to contract employees/ labour laws are complied with while providing caretaker services. The vendor may have to execute an indemnity bond in favour of the Bank in this regard.

e) The Vendor shall be fully responsible for the conduct of the Caretakers /

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Site Attendants and under no circumstances shall they be treated as engaged by the Bank. If any claim or action is made on the Bank by the Site Attendants or the employees of the Vendor or its subcontractors or any other person, the Vendor shall ensure that such claim or action is withdrawn /extinguished immediately at the Vendor‘s cost and expenses. Any costs and expenses (including lawyer‘s charges), loss or damages sustained by the Bank in this regard shall be fully indemnified by the Vendor and the Bank shall be entitled to appropriate such amounts from the fees payable to the Vendor without prejudice to the right of the Bank to claim the balance from the Vendor.

f) The Vendor shall provide details of the subcontracting agencies engaged for Caretaker services to Bank‘s Security department from time to time during the period of contract.

5.6 Availability of Managed Service Centre, Deployment of Monitoring Tool and Incident Management (IM) Services 5.6.1 Bank will be responsible for providing Switch Data Feed to the Bidder for

the purpose of managing the ATMs/ CDs deployed by the Vendor. 5.6.2 Managed Service Centre should be owned by the Bidder and located in India. 5.6.3 Managed Service Centre should have highly redundant infrastructure and

scalability to cater to the needs of managing Bank‘s 1200 CDs. 5.6.4 Vendor should provide Management Service using knowledgeable and skilled

personnel. 5.6.5 Vendor should provide connection between the monitoring System /

managed services centre and ATM switch with high level security standards like network connectivity through IPSEC / 3DES dedicated servers located at Bidder‘s end to remotely run special commands, firewall / De Militarized zone (DMZ), firewalls and other IP security methods and access control methods.

5.6.4 Vendor should have centralized Monitoring System. Vendor should deploy sophisticated and standard Monitoring tool for monitoring CDs rolled out both proactively and reactively reviewing hardware performance and capable to provide remote analysis and resolution of the ATM related problem on 24 X 7 basis from Managed Services Centre.

5.6.5 The Vendor should provide access of Monitoring Tool to at least two members of Bank‘s team. The Monitoring Tool should have the facility to allow the bank team to generate reports providing the list of each CD which was down on a particular day with the time from which the ATM went down to the time by which the ATM was up and running, the reason for the downtime and call logged time with the FLM/SLM vendor. The report should provide each incidence of downtime for an CD as a separate row. The Bank Team should be able to generate the report on a daily/monthly or quarterly basis as the need be.

5.6.6 Access of the Monitoring tool to the Bank team should also provide facility to view the list of ATMs which are down at any particular point with reason for down time.

5.6.7 The IM system proposed to be deployed by the bidder should have the following features:-

a) When an incident is reported – which can be due to complete outage of CD or CD component, performance related issues, alerts & warnings from ATM or ATM related third party problems (FLM, Cash, network etc.), a

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trouble ticket is automatically generated, detailing the type of problem, with time of occurrence and other ATM details

b) The facility of automated straight through process for fault diagnosis, fault segregation, real time trouble ticketing, call logging, call transfer, call escalation, follow up till satisfactory closure of ticket

c) IM tool should be should be capable of processing all the status codes generated by ATMs and initiate appropriate action

d) IM tool should be should be capable of capturing even minor link fluctuations and reports generated should capture downtimes.

e) Forecasting optimum requirements of cash in CD and advising the Cash management agency

f) Trouble shooting and providing wide ranging MIS for each ATM for meaningful analysis of performance over a period.

g) Call progress monitoring, escalation and call closure to rectify any type of fault without manual intervention.

h) IM should have features of automated dispatching of field services calls using phone lines and SMS, to the right engineer / personnel and providing the escalations when the call is not closed in defined time frame.

i) IM Services should also manage the coordination of incidents that require both single and multiple third party dispatches. For all equipments (UPS, ATM Software on ATM / CD PC, ATM /CD PC, Air Conditioners, VSATs, terrestrial lines or any other communication media, Networking equipments, ATMs) installed at ATM locations. For all other third party components problems, which requires field visit, the call will be dispatched to the respective third party agency and will be tracked to closure.

j) It is responsibility of the Bidder to dispatch an incident call to the respective sub-contractor and to track the call and ensure that the error is rectified within a reasonable time not causing major decline in the ATM availability.

k) Bidder should be able to provide report detailing performance of the ATM channel with segregation of faults on pre agreed criteria.

5.7 Central Help Desk for ATM fault reporting and queries a) Bidder should provide a help desk (including telephone numbers,

emails, etc.) that provides a single point of contact with multiple call lending manned by expert personnel for all service teams / managing multiple parties involved in resolving ATM uptime related problems.

b) The Central help desk should be customized to cater to the Bank‘s requirements to provide necessary status updates, reports and monitoring facilities.

c) The Vendor should maintain complete confidentiality in the matters related to CD as they deal with the financial / customer data pertaining to the Bank.

5.8 First Level Maintenance (FLM) 5.8.1 The Vendor should attend to the following matters as standard FLM

Services calls: a) Clearing Paper Jam of JP roll and Receipt Printer roll b) Removal or clearing of currency jams and captured cards. c) Supply and Replenishment of consumables such as JP Paper,

Receipt paper, etc. without any quantitative limit.

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d) Site maintenance, maintaining environmental conditions and Cleaning work as mentioned above in of Scope of Work

e) Machine resets, CIT caused errors and other reasonable requests. f) Replacement of defective LAN cables g) Taking backup of camera images and maintaining proper register of the

backup taken for DVSS with acknowledgement from Zonal Office and handover of backup to Zonal Office.

5.8.2 Consumable Stationery Replenishment a) Bidder under FLM services should replenish the consumable like paper

for receipt printer and Journal Print and printer ribbon without any quantitative limit.

b) The buffer stock of these paper rolls should be maintained at ATM site. c) If Thermal Paper used for Receipt / JP, it should have the quality to retain

the print at least for one year period. 5.8.3 Vendor should provide FLM services on 24 X 7 X 365 basis. 5.9 Second Level Maintenance (SLM) 5.9.1 The Bidder or its authorized business partner to provide 24 x 7 support with

necessary tools / systems / knowledge base to help field staff for quick resolution for 98% uptime of the CD monthly basis. The Software and Hardware maintenance and support should be taken from the OEM or its authorized service partner .

5.9.2 The Vendor should provide following Maintenance Services during the period of contract for CD UPS, AC, Communication Equipments, Surveillance Systems, Electrical Fittings and Site at no extra cost to the Bank.

5.9.3 The Bidder or its authorized business partner should have sufficient spare locations, which is used for stor ing critical spare parts. Replacement of spare parts whenever required so as to ensure availability.

5.9.4 Preventive Maintenance should be conducted once in a quarter to ensure that the ATM is maintained in good operating condition and the report should be submitted to the Zonal Office concerned. Preventive Maintenance may be scheduled at a time convenient Bank i.e. it should not affect the customer service.

5.9.5 In case of Preventive Maintenance not being carried out once in quarter and/or pest control/anti-rodent measures not being carried out once in a year, a penalty of Rs. 500/- per instance per Site will be levied.

5.9.6 The Vendor is expected to take full-fledged responsibility of the ATM (both

hardware& software). Bank shall not pay any charges for fixing/replacing any spare parts for what so ever reason. This is also applicable for currency cassettes. Vendor has to ensure cassettes are replaced with original cassettes.

5.9.7 No extra charges shall be paid by the Bank during the tenure of contract for maintenance of network equipment‘s installed by bidder

5.9.8 Vendor has to ensure all ACs and UPS are in operational condition for 24X7X365. No extra charges shall be paid by the Bank during the tenure of contract for any maintenance activity, Repairs, replacement of spares etc. for existing AC and UPS, what so ever.

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DVR Monitoring, archival and retrieval of video images:

Vendor has to ensure that all DVR installed in Bank‘s ATM are working perfectly and has to take necessary preventive maintenance in this regard.

Vendor will make efforts to retrieve images captured on Digital Video Recorder through online pulling mechanism and will submit to Bank whenever requested. If in case the online pulling is not possible, the vender engineer to visit the site and retrieve as per retrieval request given by the Bank and submit the same to the Bank on CD for without any extra cost.

Vendor to provide online image retrieval software and image viewing software without any extra cost.

Vendor has to ensure that DVR images are stored in ATMs on first-in-first-out basis at least for six months.

Vendor has to deliver the image(s) within -12- hours whenever Bank Demands.

Realign lights at the sites to ensure that the images are clear and sharp enough to recognize the identify of the person performing the Transaction.

Whenever Vendor is required to produce DVSS images in case of disputed transactions but is unable to do so, Vendor will be liable to pay to the Bank the disputed amount and the compensation amount at actual to be paid by the Bank to the aggrieved Banks‘ customer for delayed redressal levied by any statutory authorities like Banking Ombudsman etc. The Vendor will preserve on the CD‘s Hard Disk Drive or Site the DVSS images for a minimum period of 90 (ninety) days.

Installation and maintenance/AMC of Access Locks:

Supply of Access card reader, Access controller, Electro-magnetic door strike, Egrus switch & Cables.

Providing and fixing in position ply paneling (without wooden skeleton framing) in 12 mm plywood with 1.0 mm laminate of approved shade and make, in plumb, line and level complete as directed.

Ply to be of IS 303, BWR grade. Suitable cut out to be made in pillar for fixing access lock switch.

Conduiting to be done with 25mm PVC flexible pipe above the ceiling and routed from server point to the access pillar.

5.10 Cash Management, replenishment and related services 5.10.1 Vendor should provide Cash Management and Cash Replenishment

Services at the CDs rolled out under this RFP as part of ATM Managed Services.

5.10.2 Under this service, the Bidder should undertake replenishment of adequate cash as often as necessary to ensure that the Customer Service offered by the CD is not disrupted on account of cash outage etc. The replenishment process, inter alia, would include

receiving cash from a designated Currency Chest/cash branch of the Bank,

conducting the ADMIN transaction at CD,

performing End of Day (EOD) and

furnishing detailed MIS in the excel format (Cash Balance Report) as required by the Bank and

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any other activity related to the process. 5.10.3 Cash Management Services include monitoring and managing the

availability of Cash in the network of CDs. Cash Balances held at CD cassette shall be provided by the Bank / ATM switch Vendor at a frequency of every 4 hours by e-mail to Managed Service Centre of the Vendor and / or through Switch feed .

5.10.4 Vendor should conduct Cash forecasting exercise for CDs rolled out based on analysis of the Cash dispensation pattern of each CD and suggesting limits for replenishment and its periodicity to the Bank and managing festive and seasonal requirements.

5.10.5 Vendor should send cash Indent to the cash branch by Day ―0‖ (Day prior to the cash is required to be supplied by the Bank to the CMA Agency) for Vaulting of Cash and Replenishment of cash.

5.10.6 Provision of Cash for replenishment a) Bank is responsible for providing ATM FIT cash for replenishing the CDs. b) The Bank will designate Braches called as Cash Branch for providing Cash

for replenishing the CDs. c) Vendor / CMA should pick up Cash from branches designated by the Bank. d) Cash provided by the Bank should be used only for replenishment of Dena

Bank CDs. e) Cash loading is to be done using Add Cash method. f) The Vendor may undertake Cash Management Services or authorize a third

party Cash Management Agency (CMA) for the same. Vendor should obtain prior approval of the Bank before appointing any agency as CMA. Copies of the agreements entered into by the Service Provider with their CMA agencies shall be made available with the bank.

g) The Vendor shall be fully responsible for the actions and integrity of the persons employed to carry out the function of cash replenishment.

h) The CMA should have Cash Vaulting facility at major cities and use secure armored cash vehicles for pickup and delivery

i) The amount of cash picked up and replenished during a day must be squared off during the next working day in the absence of vaulting facility, and residual amount if any, must be deposited with the bank.

j) Vendor should submit covering letter duly attesting the photo list, signatures of the custodians and signatures of the authorized signatories representing the CMA Agency to the Cash Issuing Branch. Vendor should also e-mail the scanned copies of the letter with all documents to the Zonal Office concerned with CC to the Cash issuing branch.

k) CMA should perform End of Day (EOD) operation and generate Cash Balance Report (CBR) which should be submitted to the Bank on T+1 basis. The CBR should contain the following:-

Opening Cash

Cash replenished

Cash Dispensed

Overage

Shortage

Cash in the Facilitation Centre/ Vaults of Service Provider or their agents.

Cash in the Divert Bin,

Closing Cash

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EOD Time l) CMA should perform physical ATM Cash Balancing on each occasion of

Cash Replenishment. m) Cash replenishment details should sent to ATM cell at Bank‘s DC on T basis

i.e immediately upon loading the cash in ATM.and consolidated CBR report needs to be submitted on T+ 1 Basis to ATM cell, HO .

n) These Reports shall be submitted on a daily basis in respect of each CD. The Service Provider would also be required to submit a Comprehensive Cash Reconciliation CBR on a daily basis.

o) Upon reconciliation, if any difference is observed, the Bank‘s reconciliation team will intimate the same to the Vendor.

p) The Vendor should attend the same within 3 working days of reporting the difference. If the service provider does not respond by the 3 rd working day, the difference amount will be recovered from the Service Provider on 4th working day.

q) The Vendor should submit any other report that may be required by the Bank from time to time.

r) CMA should undertake updating of Transaction Journal through Admin Cards. s) CMA should handover JP rolls to the respective Cash Branch t) CMA should collect captured cards from the ATM locations (wherever

applicable) and delivering them to the respective Cash branches of the Bank for which a register shall be maintained by the Bank

u) CMA should clear Reject bin / divert bin v) Cash Indent will be prepared by Vendor & sent to the CMA Agency as well

as to Bank w) Forecasting of Cash requirement for ATM should be based on past

dispense and average dispense of that ATM. However Cash indent/ replenishment at an ATM should not exceed the quantum of cash envisaged to be required for maximum upto 2 days and holidays.

x) Cash indent will be raised by Vendor on Day ―0‖ by 4:00pm via e-mail on daily basis except Sundays/Public/National Holidays. (Day ―0‖ is a day on which the indent is sent to Bank, Day ―1‖ is a next working day of cash collection and replenishment). Subsequently, cash will be given by Bank on day ―01‖during the banking hours as agreed upon between the cash branch and the CMA.

y) The places where Vaulting facility is not available, cash indent can be given on same day via e-mail before 8.00 a.m.

z) Bidder should ensure that the Overnight Vaulting limits are not breached and a daily monitoring is done as per the cash limit set by the Bank.

aa) Bidder should to produce detail indent hard copy while obtaining cash from Bank. Subsequently Vendor will provide Cash withdrawal Slip / Cheque to Bank for posting necessary entries.

bb) Vendor/CMA should count the Cash and also flip through the bundles before accepting the Cash from Cash Branch.

cc) The Vendor shall be liable for any shortage of cash and counterfeit notes found in the CD . Any such shortage must be made good by the Vendor within 4 working days.

dd) Vendor should provide Vault Declaration to the Bank on regular basis .Whenever a new vault is added the same will be inspected and approved by the Bank.

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ee) Bank reserves the right to conduct surprise inspection .of the Cash in Vault of the Vendor/ CMA.

5.10.6 Insurance of Cash in CD, Cash in Transit and Cash in Vault

a) The Vendor should ensure that the entire cash of the Bank handled by it in the vault and / or in transit or in ATM / CD is adequately insured with the bank as beneficiary.

b) Insurance value should be as per the actual value of cash being handled at each Vault location and or in Transit or in ATM./ CD.

c) Vendor should submit copy of Cash insurance cover to the Bank. d) In case of any cash Loss, the Vendor should reimburse the loss

amount to the Bank immediately, without waiting for settlement of Insurance claim.

5.10.7 Compliance of Statutory and other responsibility

a) The Vendor should ensure that statutory, regulatory and all other guidelines are complied with respect to the cash in transit and held in vaulting and loaded in CD.

b) It shall be the sole responsibility of the Vendor to obtain the required licenses, permissions etc from local or any other authority for cash transit or vaulting.

c) Any penalty charged to the Bank for non-compliance with any guideline or for non-obtainment of required permissions, licenses by the Vendor will be reimbursed by the Vendor to the bank.

d) In the event of seizure of Bank‘s cash for non-compliance of any guidelines or non-obtainment of required licenses, permissions etc by the Vendor, all costs incurred for release of bank‘s cash will be borne by the Vendor.

5.12.8 Vendor should act as single point of contact for all Cash Management and Cash Replenishment related activities even if the said activities are outsourced, subcontracted to a third party Cash Management Agency. 5.11 MIS Report

Sr .N o Report Description Yes/No

Monthly

1 Network Performance Report

Performance of Managed Services with stress on call logging and escalations

2 Availability Report Availability trend analysis, causes of downtime, chronic CDs, action plan for improving availability

3

Consolidated Cash Out Report with cause and TAT(Turn around time) analysis

Monthly with ATM ID, Date and reasons

4 Consolidated Report on ATMs down

Due to hardware fault, network problem and spares not available with reasons

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5 Analysis of Optimum cash Recommendations

No. of occasions ATMs went out of cash despite loading cash as per recommendations

6

Top 10% ATMs (Hitswise and cash dispensed) along with similar data for previous months

Monitoring high footfall ATMs

7 Consolidated Reports on FLM/SLM calls

Region-wise report of FLM/SLM calls per ATM

8 Report on Service Calls

zonewise report on service calls per site for CD repairs and maintenance

9 Report on Site Condition Report on condition ofsite status , repairs necessary/undertaken

10 . Report on Chronic ATMs CDs down repeatedly for the same reason

Fortnightly

11 . Consolidated Exception Report

Consolidated list of ATMs which were out-of-service for more than 4 hours with downtime break up and the reasons

12 . Performance Report on Priority ATMs Availability analysis of select ATMs with reasons for downtime

Weekly

15 Report on down ATM due to cash out situation

zone wise ATM down report due to cash out situation

16 ATM hits with response code wise including business and tech declines

17

ATMs which are down for more than 24 hours with reasons

18

Daily dash board contains txns declines including network wise

19 list of ATMs which are down due to cash out situation

20 cash indent for all ATMS ( replenishment )

21 Consolidated correct and certified CBR

22 EJ reporting

23

Daily down time report - how many hours services were not available - ATM wise

24

Report on Downtime o/a Third Party Components

Report to ensure previous day‘s faults have been properly escalated, followed up and rectified within the stipulated timelines

25 24/48 hours Down Report

List of ATMs which were out of service for 24/48 hours with downtime break up and reasons

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26 Current State Reports (thrice a day) Status of ATMs during the day

27 Urge nt Actionable Info rmation

Urgent actionable information on cash out, cash jams, cash handler, low currency cassette etc, through SMS

28 Cash Recommendations

Recommendations for optimum amount of cash to be loaded to avoid cash outs and dead cash

29

Consolidated Cash Recommendations

Consolidated list of all cash recommendations sent to branches

30 Cash Recommendations Not Followed

List of ATMs which went out of cash o/a non-adherence to cash recommendations sent

On Demand

31 Cash Out Report Incidents of Cash Out

32 Hourly Current Status report

Current status on demand in crises like Bank strike, rains, floods, etc

33 Ticket History Report For chronically ailing ATMs

34 ATM-wise History of downtime Reason-wise

35 Any other report As and when required

The list given above is tentative and actual requirement will be finalized upon Vendor installing at least 100 CDs. Bank would also receive various reports from the ATM Switch. The duplication will be avoided.

5.16 Bidder should submit Undertaking for Scope of Work as per Format No.

8.7 PART 6 : TECHNICAL & FUNCTIONAL SPECIFICATIONS (TFS)

Cash Dispenser - Lobby model with front replenishment with biometric enabled :

Make and Model of Cash Dispenser

Front access — Lobby

Sl No Features Yes / No

Remarks

1. Processor

1.1 Low power consumption processor equivalent to Intel 1.66 GHz or higher

1.2 Min. 2 GB DDR2 RAM or higher

1.3 1 x Minimum 250 GB or higher SATA HDD and 1 x Minimum 500 GB or higher SATA HDD

1.4 USB ports in front for front access ATMs

1.5 DVD Writer

1.7 Microsoft Windows 7/Linux with latest Service Pack

1.8 1 serial port and two or more USB ports

1.9 1 RS232 serial port

1.10 1 Ethernet card - 100 MBPS with RJ45 port

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1.11 MPEG full motion video with voice guidance support to play both MPEG and wave/sound file

1.12 Should be preloaded with CEN XFS 3.0 compliant layer

1.13 OS hardening (with Firewall)

1.14 Multi-tasking real time operating system. — Windows 7

1.15 Operating system hardening should ensure that all the unnecessary ports will be closed and will reduce the vulnerability of the Cash Dispenser

1.16 Biometric Reader should meet UIDAI standards.

2 Currency Chest

2.1 UL 291 Certified Secure Chest Level 1 or CEN 1 - certificate of performance is to be enclosed

2.2 S&G / MAS Hamilton (KABAMAS-CENCON) dual electronic combination lock of 6+6 digits

2.3 Alarm sensors for temperature status, Burglary status vibration status and chest open status while sending signal/messages to Switch/Managed Service Centre including hooter for the same to external hooter.

3 Cash Dispenser Module

3.1 Friction / Vacuum pick or robotic arm based technology

3.2 Multi-media dispenser (currency/tickets) with bunch presenter

3.3 Dispense minimum 40 bills per transaction

3.4 Dispense ATM fit used notes

3.5 Capable of diverting non ATM fit notes

3.7 Capability to dispense multiple denomination currencies

3.8 Removable cassette and indication for proper insertion of currency cassette

3.9 Should support cassette swap if bank desires to do so in future

4.Currency cassettes

4.1 Four Pick Module with 4 cassettes configuration and should be

Capable of working even with 2 cassettes.

4.2 4 programmable secured cassettes, with lock and key Two cassettes should be configured for Cash dispense at the time of installation

4.3 Third cassette to be configured at selected locations depending upon the dispense pattern

4.4 Divert cassette bin

4.5 Indication of proper insertion of cassettes

4.6 Each cassette should hold minimum of 2000 notes

4.7 Capable of Multi currency dispensing

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4.8 Capable of dispensing Rs.50/-, Rs.100/-, Rs.500/- and Rs.1000/- notes. All cassettes should be capable of dispensing all Notes.

4.9 Dispense at least 4 - 7 notes per second

5.Hybrid Dip Card Reader

5.1 Hybrid dip Card Reader for smart card chip and magnetic strip

5.2 Smart card /chip card ( EMV v 4.0 standards or later, Rupay standard ) read and write capability

5.3 capability to read track 1 & 2

5.4 Capable to read HICO card

5.5 EMV Version 4.0 or later, as certified + RuPay standards

5.6 Software/firmware/ license for using Smart card on ATM

5.7 Conformance to VISA, MASTER & RuPay standards

6. Customer Interface on ATM

6.1 15‖ LCD with 8 functional display keys (FDK) with Braille sticker/embossing

6.2 Vandal Screen with Privacy Filter

6.3 Rugged spill proof Triple DES enabled keyboard with polycarbonate tactile/stainless Steel EPP pin pad keys. EPP Keypads to be PCI compliant with sealed metal keypad

6.4 PIN Shield or Recessed PIN Pad for PIN Security

6.5 Key pads to be with EMV Version 5.0 or later, as certified. Key pads to be PCI compliant.

6.6 Trilingual Screen Support

6.7 EPP key pad with EMV version 5.0 or later as certified

6.8 Capable of Voice guidance to customer

6.9 Fraudulent device inhibitor or equivalent

6.10 Machine should have public audio feature available

6.11 PIN and Finger print authentication (UIDAI Compliant)

7. DES chip

7.1 Capable of supporting Remote key Management – DES/RSA

7.2 Triple DES chip with encryption / verification / validation software and support for AES or Advanced security feature in future without any additional hardware or software changes

8. Software Agent

8.1 The ATM should be capable of supporting a third party software agent such as SDMS/Infobase/Radia, tranxit etc. for software upgradation / distribution and EJ pulling purpose .

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8.2 ATM should be able to take daily EJ initialization, auto archiving of EJ‘s.

8.3 Marinating duplicate copy of EJ‘s.

9. Connectivity

9.1 Should have Network Interface Card

9.2 Should be capable of being connected to CBS database

9.3 ATM must support TCP/IP on leased line , ISDN and VSAT Network

9.4 Patch cord from I/O box to CD

9.5 Should have capability to connect to any type of Ethernet network switch

10.Receipt printer

10.1 36/40 column Graphic Thermal printer with auto cutter feature to print various information pertaining to the transaction executed by the customer, log of the transactions etc.

10.2 Capacity to hold ~600m roll for printing around 5000 transaction

10.3 Bilingual printing of receipt (Hindi & English)

11.Journal Printer

11.1 36/40 column Graphic Thermal printer to print audit trail as per Bank‘s requirement

11.2 Electronic journal to be also written on ATM hard disk. The solution should include a EJ viewer.

11.3 Support centralized EJ Pulling

11.4 Low media warning for all items viz. bills, journal roll, consumer printer roll etc.

12.Operator Interface

12.1 Maintenance panel, monitor, keyboard with integrated mouse to facilitate all operations related to housekeeping and maintenance of CD - Optional

12.2 Low media warning for all items viz. bills, journal roll, consumer printer roll etc.

13.SMPS

13.1 In-built SMPS to work on 230V 50 Hz power supply.

13.2 Support input voltage of 230V AC /50 Hz with +/ - 5%variation.

14.Application software

14.1 Should be capable of handling Device handlers ( D912/ NDC ) and any other supported by IST switch .

Capability to support MPEG full motion video.

14.2 Utility for converting files containing transaction details into ASCII format

14.3 The software road map should support for remote key and XFS

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14.4 Latest version Windows OS hardened, Installation of Microsoft recommended service pack and patch files. The OS should be supported by Microsoft during the contract period.

15.Protocols

15.1 Should support TCP/IP protocol

15.2 Scalability and upgradability

15.3 Should be scalable and upgradable in terms of RAM, HD Driver

16.Remote status indicator

16.1 Should have remote status indicator for

16.2 low paper

16.3 Low currency/currency jam

16.4 Currency jam

16.5 Divert bin full

16.6 CD — out of service

16.7 Paper jam in printer

16.8 Printer fatal error

16.9 Other Status Indicator

16.10 DVSS down indicator

17. Environmental capabilities

17.1 Energy saving features.

17.2 Should have a small footprint

18. Security

18.1 should have all standard security features

18.2 Should be TRIPLE DES compliant

18.3 Keypad with Triple DES Encrypted PIN Pad with Remote Key Loading feature

18.4 Triple DES Chip with encryption/ verification/validation software. Should support AES without any additional hardware

18.5 Support for Advance Encryption Standard in future without any additional hardware

18.6 The PIN Pad must also meet Global standard requirements on Tamper Resistant Security Module which enables automatic destruction of Secret keys in case of attempt to interface with the encryption system

18.7 Should be provided with white listing solution to facilitate blocking of malicious codes/traffic entering the machine.

18.8 Vendor to provide utility for converting the ATM files, containing transaction details, into ASCII format.

18.9 Vendor to integrate the alarm sensors of the ATM to the branch siren/hooter wherever applicable without any additional cost to Bank.

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18.10 CD should have Integrated Power Management Solution capable of inter-facing UPS system and query the battery status, in-line power & temperature. Software should take the machine out of service if the battery capacity is too low, perform scheduled power offs and automatically start up at the configured date and time. The solution must shut down gracefully to allow completion of the on-going transaction in the event of complete battery discharge. This power management functionality must be controllable remotely.

19.Integrated surveillance system

19.1

Solution must be motion-sensitive and capable of Capturing image of the person(s). It will be the responsibility of the vendor to ensure that the images so captured are able to identify the persons entering the ATM room and performing transactions at each location.

19.2 The camera should be pilfer proof.

19.3

Solution should use min. three different cameras for recording Cash dispensation and activities in CD room / outside CD room. Out of the three camera one will be pin-hole camera and other two will be external CCTV camera (one should be IR camera).

19.4

Solution should be able to store the images in a digital format for minimum 6 months at an average of 300 transactions per day.

19.5 The back-ups will be taken at quarterly intervals or earlier as per the requirement by the Bank.

19.6

The delivery of images to be handed over to the cash branch on quarterly on DVD at the time of preventive maintenance and it will be the responsibility of the vendor. The proof of delivery must be provided to the bank on quarterly basis.

19.7

Solution must provide an interface to browse, search and archive the stored images on hard disk or external media and retrieve the same at any point of time.

19.8

Solution must be configurable to suit different site requirements and must be capable of performing under extreme light conditions.

19.9 Solution must be able to capture & stamp the transaction information on the images.

19.10

The solution must have a search facility to locate an image/event by date & time, card no., transaction reference no. and CD ID

19.11 The solution must be capable of monitoring from a central location

19.12 The solution must be enabled for motion detection image capturing

19.13 Support watermarking for image authentication

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19.14 The solution must not degrade the performance of CD, e.g. speed of normal transaction

19.15 The hardware should be integrated within the CD

19.16

All sites must be provided with two high resolution external CCTV camera capable of capturing identifiable images and of storing the images within the CD. The CD hard disk capacity should be for storing images for 90 days. It should be located at a secure, hidden spot to record all events within the site but should not be positioned so as cover the Pin Pad. One external CCTV camera should be capable of providing Time Stamp. The appropriate location of the second external camera will be advised to the successful bidder. The Company should arrange for the CCTV footage of the ATM transactions whenever requested by Bank Departments including ATM Reconciliation Cell, HO. In the event of non-availability of the CCTV footage of the disputed transaction hindering the settlement of the dispute, the claim amount will be recovered from the Vendor.

19.17 Bidder to keep the CCTV footage backup for the contract period and provide as when demanded by the Bank for any dispute settlement. In the event of non-availability of the CCTV footage of the disputed transaction hindering the settlement of the dispute, the claim amount will be recovered from the Vendor. On completion of contract, bidder to handover all footages to Bank.

20. Name of make and model of Cash Dispenser

Name of make and model Certified by IST switch ( Yes / No) (copy of certificate to be attached)

1

2

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PART 7 : PRICE BID FORMAT Bidders should submit the Price Bid in the following format :- To,

The Dy. General Manager, Dena Bank, Information Technology Department, Dena Bhawan-A, Patel Estate Road, Behind Telephone Exchange, Jogeshwari (w), Mumbai 400102, Dear Sir

Your RFP dated 27/07/2015 for Outsourcing of Installation and Managed Services of 1200 CDs

We refer to our offer letter dated -------- in response to the your captioned RFP. We submit our price / commercial quotation as under:- 7.1 Price Quoted for per CD

S. No. Transaction Type Per Txn. Cost

Off Us Transaction

For Financial Transactions Rate Per transaction for Off Site CD

Rs. (A)

For Non-Financial Transactions Rate Per transaction for Off Site CD

25% of A = (B)

For Financial Transactions Rate Per transaction for on Site CD

70% of A = (C)

For Non-Financial Transactions Rate Per transaction for On Site CD

70% of B = (D)

On Us Transaction


Rs. 3/- less than (A)


Rs. 1/- less than (B)

For Financial Transactions Rate Per transaction for On Site CD

Rs. 3/- less than (C)


Rs. 1/- less than (D)

7.2 The above price quoted is per transaction costs payable for Off-site CD

for all the deliverables and services scoped under the RFP. Bank will not be liable to pay any other charges, taxes, duties etc. except Service tax applicable on the fees.

7.3 The Bidder should provide the portion of fees factored for below mentioned services / deliverables in percentage terms in following format:

Sr. Description of Managed Service Percentage

a Cash Management Agency Charges per CD

b Site readiness

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7.5 Out of the total number of RFP requirement of 1200 CDs, about 400 CDs are required to be deployed at On-site locations and about 800 CDs at Off-site locations.

7.6 Bank reserves the right to vary the proportion of On-site and Off-site CDs.

7.7 The Bank may issue order/s for additional requirement of 25% of the RFP quantity that is 300 CDs within one year from first PO date at the above rates. 7.8 The rate quoted should be valid for the entire contract period expiring

on 31st December 2022. 7.9 All rate quoted should be in INR and inclusive of all taxes / cess, duties

and will not change due to exchange fluctuation, inflation, market conditions, etc except Service tax payable on fees.

7.10 The Service tax applicable on fees payable will be paid / borne by the Bank at the actuals

7.11 Bids submitted with counter condition / assumption will be rejected by the Bank.

7.12 minimum commitments will be provided only for onsite CDs, no commitment for offsite CDs

7.12 Bank reserves the right to reject all or any of the Bids submitted without assigning reason to the Bidders.

7.13 The CD will be commissioned after the successful testing.On-Us / Off-Us transactions along with successful functioning of the DVSS.

7.14 Payment will be made by ITD, Head Office of the Bank on monthly basis in arrears on aggregated basis for all the CDs..

We accept and confirm the above.

Dated this ......... day of .................................. 2015

(Signature) (Name) (In the capacity of) Duly authorised to sign Bid for and on behalf of

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PART 8 - FORMATS AND ANNEXURES PART 8 - FORMATS AND ANNEXURE

Format 8.1 OFFER LETTER

(to be included in Technical Bid Envelope) Date : ......................................

To: The Dy. General Manager, Dena Bank, Information Technology Department, Dena Bhawan-A, Patel Estate Road, Behind Telephone Exchange, Jogeshwari (w), Mumbai 400102, Sir / Madam, Your RFP Ref: HO/ITD/457/2015 Dated: 27/07/2015 Outsourcing if Installation and Managed Services for 1200 CDs

Having examined the captioned tender document, the receipt of which is hereby duly acknowledged, we, the undersigned, offer to provide CD installation and ATM Managed services in conformity with the Terms and Conditions of the captioned RFP and at the prices offered as per the Price bid and is made part of the bid / this offer. While submitting this bid, we certify that: Price quoted in bid has been arrived without agreement with any other

bidder of this RFP for the purpose of restricting competition. The prices in the bid have not been disclosed and will not be disclosed to

any other bidder of this RFP. We have not induced nor attempted to induce any other bidder to submit

or not submit a bid for restricting competition. We undertake, if our Bid is accepted, to provide CDs and CD Managed Services solution in accordance with the Scope, specifications, terms and conditions and schedule of installation specified in the RFP document. If our Bid is accepted, we will obtain the guarantee of a reputed Bank for the due performance of the Contract, for an amount of Rs. 75,00,000/- for the entire contract period in the format prescribed by the Bank. We agree to abide by the Bid and the rates quoted therein for the contract / order awarded by the Bank for a contract period from date of contract / Service Level Agreement up to 31/12/2022 which shall remain binding upon us. We agree that the rates will remain valid for the period of the contract for the CDs for which the Bank may issue additional order for 25 % of CDs. Until a formal contract is prepared and executed, this Proposal, together with your written acceptance thereof and your notification, shall constitute a binding contract between us. We undertake that, in competing for (and, if the award is made to us, in

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executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely ―Prevention of Corruption Act 1988‖. We understand that Bank is not bound to accept the lowest or any Bid that may be received. We also certify that we have not been blacklisted by any PSU Bank/IBA/RBI during the last seven years. Dated this .......... day of ............................... 2015

(Signature) (Name) (In the capacity of) Duly authorised to sign Bid for and on behalf of

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Format 8.2 Conformity To Eligibility Criteria (Part ± I)

(Please attach documentary evidence of compliance)

Sl. No.

Criteria Documents to be submitted

Complied Yes/No

1. Bidder should be a registered company in India under Companies Act 1956 and should have been in operation for a period of at least three years as on 31/03/2015.

Certificate of Incorporation

2. Bidder should have installed minimum 3000 ATMs/CDs under outsourced model as on 31/03/2015 successfully over a period of last 3 years for at least 3 Banks put together out of which 1 Bank should be public Sector Bank.

Self-declaration along with PO copies

3. Bidder should be currently performing Managed Services for minimum 2000 ATMs/CDs (as on 31/03/2015) for Public / Private Sector Banks. Managed Services include the following deliverables:- I. 24x7 ATM Monitoring ii. Cash Management Services iii. Centralized EJ pulling iv. FLM v. SLM

Self-declaration along with PO copies

5. The Bidder should have its owned Managed Services Centre operational in India The Managed Service Centre must be performing managed services of ATMs including but not limited to 24 X 7 monitoring, call escalation, FLM, SLM, replacing consumables, housekeeping, EJ pulling, cash forecasting and cash replacement etc. for at least 2000 ATMs as on 31/03/2015.

Self-declaration

6. Average annual turnover out of ATM/ Cash Deposit Machine related Indian operations (sale of ATM/cash deposit machines and managed services) should not be less than Rs. 50 Crores in the last three financial years. As per audited financial statements.

Balance sheet/Profit – Loss statement

7. Bidder should have maintained Positive Net worth during the last three financial years.

Balance sheet/Profit – Loss statement

8. Bidders should be capable to provide support at minimum 50 cities / districts spread across all States.

Self-declaration

9. Bidder should have a business continuation plan (Disaster recovery) in place.

Self-declaration

10. Bidder should not have been blacklisted by any PSU Bank / IBA/RBI during the last five years.

Certificate from External Auditor or company sect.

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Format 8.3 Bidder Organization Details

Details filled in this form must be accompanied by sufficient documentary evidence, in order to facilitate the Bank to verify the correctness of the information.

Sl.No Item Details

1. General Details

1.1 Name of Company

1.2 Postal Address

1.3 Telephone, mobile, Website address and Fax numbers

1.4 Constitution of the Company

1.5 Nature of activity

1.6 Details of ownership

1.7 Holding company or parent company

1.8 Key persons with contact details

1.9 Name and designation of the person authorized to make commitments to the Bank

1.10 Email Address

1.11 Date of Incorporation in India, commencement of Business & Years in the line of Business

Enclose Copy of Certificate of Incorporation

1.12 Sales Tax/VAT Number Enclose Sales Tax / VAT registration copy

1.13 Income Tax Number Enclose Company‘s PAN Card copy and the latest Income-tax Clearance letter

1.14 No. of Engineer on roll who are familiar with offering ATM managed services

1.14 Brief description of facilities of the organization for undertaking the services

2. Financial Details

2.1 Annual Turnover (2012-13) Total Turnover Out of which: : ATM related Indian operations

Copy of Audited Balance Sheet/ Annual report

2.2 Annual Turnover (2013-14) Total Turnover Out of which: : ATM related Indian operations


2.3 Annual Turnover (2014-15) Total Turnover Out Of which: : ATM related Indian operations


3. Operational Details

3.1 Names of the Banks to whom the Bidder provides ATM Outsourced Services with Number of ATMs

Enclose reference letters from the Banks concerned with details of no. of years the Service

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is provided by the Bidder, Nature of the Service and no. of ATMs managed.

3.2 Place of Managed Services Centre: Owned or sourced: Operational since: How many ATMs being handled: How many no. of ATMs capable of handling:

3.3 Details of Managed Services Disaster Recovery Site

3.4 Number of Service Centres: No. of owned support Centres If not owned, what are the arrangements for providing support

3.5 Whether blacklisted for deficiency in services by any Public Sector Bank in the past and if so, the year:

3.6 Locations of Financial Transaction Switch managed in India (owned or resourced, please specify with Switch Vendor‘s name)

3.7 Place of Call Centre/Help Desk managed How many seats proposed for the Bank If Call Centre not available, what is the alternate arrangement

3.8 Whether certification is obtained for IST Switch for the make and model of Cash Dispensers

Enclose copy of the certificate

3.9 Names of subcontractors for Site Implementation Service (SIS) with whom agreement is in place

3.10 No. of sites these SIS subcontracts have prepared

3.11 Names of Cash Management agencies undertaking Cash Replenishment with whom agreement is in place

3.12 No. of UPS Vendors who have supplied UPS and with whom AMC agreements are in place Names of Make of UPS deployed at ATMs Names of UPS Vendors who have supplied UPS and with whom AMC agreements are in place and Make and details of models of UPS deployed at ATMs

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Format 8.4:Track Record of Past Operations Name of the Vendor

Service Offered

Sl. Name of the Client No of ATMs being service d

Period of service (in years)

Contact person of the Client with Name, Tel. No., Fax No., Address

From To

ATM Supply, Installation and Commissioning

1

2

3

Site Implementation Services

1

2

3

ATM Cash Monitoring and Forecasting

1

2

3

ATM Cash Replenishment Services

1

2

3

FLM Services 1

2

3

ATM Network Monitoring

1

2

3

Consumable Management

1

2

3

Software Distribution

1

2

3

EJ Pulling 1

2

3

SLM Services 1

2

3

Caretaker 1

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Format 8.5 Service Support Details

City / District Location

Postal Address, Telephone, Fax, E-Mail and Contact Details of Support Personnel

Number of Hardware/ Software Engineers capable of supporting the Solution being offered

Own Franchisee/ Support Centres

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Format 8.6 Certificate of Single Point Responsibility for all Sub-contracts

To: Dena Bank, Information Technology Department, Dena Bhawan-B, Data Centre Patel Estate, Behind MTNL Exchange, Jogeshwari West, Mumbai-400102. Sir / Madam, Outsourcing of ATM installation and ATM Managed Services for CDs Your RFP Ref: HO/ITD/457/2015 Dated: 27/07/2015 We hereby certify that:

1. The systems offered and the services delivered for deployment and management of the CDs, the services of other service provider and subcontractor proposed by us will operate effectively.

2. We further confirm that we accept full responsibility for its successful operation.

3. We further undertake that we the single point of contact for any/all purpose.

4. We further submit that we do have a back to back agreement with all the vendors / subcontractors. We further submit that required uptime, agreement to provide necessary support for the contract period for a is available. We enclose documentary proof, copy of agreement with the subcontractors or service providers.

Dated this........ day of .............................. 20__

(Signature) (In the capacity of) Duly authorized to sign Proposal for and on behalf of Note: The certificate is applicable if bidder offers the products / services through other service provider / subcontractor.

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Format 8.7 Undertaking for Scope of Work

Date : ...................................... To: Dena Bank, Information Technology Department, Dena Bhawan-B, Data Centre Patel Estate, Behind MTNL Exchange, Jogeshwari West, Mumbai-400102. Sir / Madam, Outsourcing of ATM installation and ATM Managed Services for CDs Your RFP Ref: HO/ITD/457/2015 Dated: 27/07/2015 1. We certify that we have carefully examined the Scope of Work stipulated in

Part 5 of the captioned RFP floated by you 2. We commit to provide services of installation and managed services for

Cash Dispensers for a minimum period of 7 years. 3. We hereby undertake to deliver services in its entirety as per the Scope

stipulated inter-alia under following descriptions:- a) CD procurement, installation and maintenance b) Centralized Electronic Journal (EJ) pulling / software distribution /

screen distribution c) Networking for connectivity of CDs d) Site Implementation / maintenance / cleaning Services e) Caretaker Services / Site Attendant f) Deployment of Monitoring Tool and Incident Management (IM) Services g) Centralized Help Desk h) First Level Maintenance i) Second Level Maintenance j) Cash Management / Replenishment and related services k) Insurance of cash in CD, cash in transit and cash in vault l) Compliance of statutory and other responsibility m) ATM monitoring n) ATM Management centre infrastructure o) MIS Report generation

4. However the above undertaking is with following exceptions (Please specify the area of scope which the Bidder will not be able deliver as per RFP requirement)

(signature) (in the capacity of) Duly author ized to s ign Proposal for and on behalf of

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Format 8.8 MANUFACTURERS' AUTHORIZATION FORM

No. Date:

To: Dear Sir, Your RFP Ref: HO/ITD/457/2015 Dated: 27/07/2015 We who are established and reputable manufacturers of having factories /development facilities at (address of factory / facility) do hereby authorise M/s (Name and address of Agent) to submit a Bid, and sign the contract with you against the above Bid Invitation. We hereby extend our full guarantee and warranty for the Solution, Products and services offered by the above firm against this Bid Invitation. We also undertake to provide any or all of the following materials, notifications, and information pertaining to the Products manufactured or distributed by the Supplier :

a) Such Products as the Bank may opt to purchase from the Supplier, provided, that this option shall not relieve the Supplier of any warranty obligations under the Contract; and

b) in the event of termination of production of such Products: i. advance notification to the Bank of the pending termination, in

sufficient time to permit the Bank to procure needed requirements; and

ii. following such termination, furnishing at no cost to the Bank, the blueprints, design documents, operations manuals, standards, source codes and specifications of the Products, if requested.

We duly authorise the said firm to act on our behalf in fulfilling all installations, Technical support and maintenance obligations required by the contract.

Yours faithfully,

(Name)

(Name of Manufacturer)

Note : This letter of authority should be on the letterhead of the manufacturer and should be signed by a person competent and having the power of attorney to bind the manufacturer. The Bidder in its Bid should include it.

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Format 8.9 CONTRACT FORM

THIS AGREEMENT made the . . . . . . day of .................................... , 20__. Between ......................... (Name of Bank) (hereinafter called "the Bank") of the one part and ....................... (Name of Vendor) of ..................... (City and Country of Bidder) (hereinafter called "the Vendor") of the other part :

WHEREAS the Bank invited Bids for Outsourcing of CD installation and ATM Managed Services and has accepted a Bid of the vendor for installation of -----------Cash Dispensers and ATM Managed Services in the sum of . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (Contract Price in Words and Figures) (hereinafter called "the Contract Price"). NOW THIS AGREEMENT WITNESSETH AS FOLLOWS:

1. In this Agreement words and expressions shall have the same meanings as are respectively assigned to them in the Conditions of Contract referred to.

2 . T h e f o l l o w i n g d o c u m e n t s o f R F P N o . : Dated: 27/07/2015 shall be deemed to form and be read and construed as part of this Agreement, viz.:

a) Terms and Conditions of Contract (TCC) b) Scope of Work c) Technical & Functional Specifications (TFS) d) Price Bid e) Bank's Notification of Award;

3. In consideration of Supply, installation and Commissioning of the Cash Dispensers with Technical Specifications, Functionality and services required by the Bank rendering in terms of the RFP dated 27/07/2015 for which the the Bank shall pay the rental at Price as stated below:-

Price Quoted for CD

S. No. Transaction Type Per Txn. Cost

Off Us Transaction


Rs. (A)


25% of A = (B)

For Financial Transactions Rate Per transaction for on Site CD

70% of A = (C)


70% of B = (D)

On Us Transaction


Rs. 3/- less than (A)


Rs. 1/- less than (B)

For Financial Transactions Rate Per transaction for On Site CD

Rs. 3/- less than (C)

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Rs. 1/- less than (D)

The above price quoted is per transaction costs payable for Off -site CD for all the deliverables and services scoped under the RFP. Bank will not be liable to pay any other charges, taxes, duties etc. except Service tax applicable on the fees.

4. Neither party shall disclose the confidential information to a third party.

The parties will, at all times, maintain confidentiality regarding the contents of this Agreement and proprietary information including any business, technical or financial information. IN WITNESS whereof the parties hereto have caused this Agreement to be executed in accordance with the respective laws the day and year first above written. Signed, Sealed and Delivered by the said ................................................... (For the Bank) i n t he p r es enc e o f : . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Signed, Sealed and Delivered by the said ................................................... (For the Vendor) i n t he p resence o f : . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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Format 8.10 (Bank Guarantee will be renewed annually till the validity of contract period)

BANK GUARANTEE This Guarantee is made at ............... on this ......... day of..................... by ............................ , having its Registered / Head Office at . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (here inaf ter ca l l ed the ― Issu ing Bank ‖ , which expression shall, unless repugnant to the context or meaning thereof, shall mean and include, its successors and permitted assigns) in favour of Dena Bank a body corporate constituted under Banking Companies (Acquisition and Transfer of Undertakings) Act, 1970 having its Corporate Office at, Dena Corporate Centre, C-10, G-Block, Bandra Kurla Complex, Bandra East, Mumbai – 400 051 (hereinafter called ―the Beneficiary‖, which expression shall, unless repugnant to the context or meaning thereof, shall include its successors and assigns) WHEREAS ............................................... , a company registered under the Companies Act, 1956, having its Registered Office at

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (hereinafter called the ―Vendor‖, which expression shall, unless repugnant to the context or meaning thereof, shall mean and include its successors and permitted assigns) has executed the A G RE E MENT FO R O UT SO U RC IN G OF INST A L LAT ION A ND MAINTENANCE OF CASH DISPENSERS dated ------------- (hereinafter referred to as the ―Agreement‖) between Dena Bank (the Beneficiary) & - ------------------------------------ - - -

- -- -- -- - (the Vendor) to deploy 1200 CDs along-with the related managed and other services, for the Beneficiary, as set out in the said Agreement (hereinafter referred to as the ―said Contract‖). AND WHEREAS, in accordance with terms and conditions of the Agreement, the Vendor is required to furnish a Bank Guarantee for a sum of Rs. 75,00,000 only) for due performance of their obligations as regard to prov is ion of 1200 CDs to be instal led by and related managed and other services to the Beneficiary, guaranteeing payment of the said amount of Rs. 75,00,000/- only to the Beneficiary. Such Bank Guarantee is re qu i r ed t o be v a l id up to , p lus 3 months c l a i m per i od . AND WHEREAS, the Issuing Bank, at the request of the Vendor, agreed to issue on behalf of the Vendor, Guarantee as above, for Rs. 75,00,000 only). NOW THIS GUARANTEE WITNESSETH THAT 1. (a) In consideration of the Beneficiary having awarded the said Contract to the Vendor we, the Issuing Bank, hereby unconditionally and irrevocably guarantee that the Vendor shall fulfil its commitments and obligations in respect of such Services under the Agreement and in the event of the Vendor failing to perform / fulfil its commitments / obligations in respect of such Services under the Agreement, we, the Issuing Bank, shall on mere demand(s), from time to time from the Beneficiary pay the Beneficiary forthwith the sums so demanded by the Beneficiary in each of the demands, subject to a cumulative maximum amount of Rs 75,00,000 only) without protest or demur or without reference to the Vendor and not withstanding any

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contestation or existence of any dispute whatsoever between the Vendor and the Beneficiary. (b) Any notice / communication / demand from the Beneficiary to the effect that the Vendor has failed to fulfill its commitments / obligations in respect of such Services under the Agreement shall be conclusive, final & binding on the Issuing Bank and shall not be questioned by the Issuing Bank in or outside the court, tribunal, authority or arbitration as the case may be. 2. We, the Issuing Bank, HEREBY FURTHER AGREE & DECLARE

THAT: a. Any neglect or forbearance on the part of the Issuing Bank to the

Beneficiary or any indulgence of any kind shown by the Issuing Bank to the Vendor or any change in the terms and conditions of the said Agreement shall not, in any way, release or discharge the Issuing Bank from its liabilities under this guarantee.

b. This Guarantee herein contained shall be distinct and independent and shall be enforceable against the Issuing Bank, notwithstanding any Guarantee or Security now or hereinafter held by the Beneficiary at its discretion.

c. This Guarantee shall not be affected by any infirmity or absence or irregularity in the exercise of this Guaranteeing by and / or on behalf of the Issuing Bank or by merger or amalgamation or any change in the constitution or name of the Issuing Bank.

d. This Guarantee shall not be affected by any change in the constitution of the Beneficiary or the Vendor or winding up / liquidation of the Vendor, whether voluntary or otherwise.

e. This Guarantee shall be a continuing guarantee during its validity period to the extent of cumulative maximum amount mentioned herein and the Beneficiary shall be within its rights to invoke the Bank Guarantee any number of times..

f. Notwithstanding anything contained herein above: i. The Issuing Bank‘s overall liability under this Bank Guarantee shall

not exceed Rs. 75,00,000 only); ii. This Bank Guarantee shall be valid upto iii. The Issuing Bank is liable to pay the guaranteed amount or any part

thereof under this Bank Guarantee only and only if the Beneficiary serves the Issuing Bank claim or demand on or before iv. The Issuing Bank has, under its constitution, powers to give this guarantee and Shri (signatories)

Official(s) / Manager(s) of the Issuing Bank who has / have signed this guarantee has / have powers to do so.

IN WITNESS WHEREOF the Issuing Bank has caused these presents to be signed at the place and on the date, month and year first hereinabove written through its duly authorised official. Signed and Delivered )

)

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Format 8.11 BID SECURITY FORM

Whereas ......................... (hereinafter called ―the Bidder‖) has submitted its Bid dated ........................ (date of submiss ion of B id) fo r the supply of ................................ (name and/or description of the Products/system) (Hereinafter called ―the Bid‖). KNOW ALL PEOPLE by these presents that WE ...................... (name of bank) of ................... (name of country), having our registered office at ............. (address of bank) (hereinafter called ―the Bank‖), are bound unto . . . . . . . . . . . . . . . . . . . (Hereinafter called ―the Purchaser‖ ) in the sum of ______________________ for which payment well and truly to be made to the said Purchaser, the Bank binds itself, its successors, and assigns by these presents. Sealed with the Common Seal of the said Bank this ____ day of . THE CONDITIONS of this obligation are: 1. If the Bidder withdraws its Bid during the period of Bid validity specified by

the Bidder on the Bid Form; or 2. If the Bidder, having been notified of the acceptance of its Bid by the

Purchaser during the period of Bid validity: (a) fails or refuses to execute the Contract Form if required; or (b) fails or refuses to furnish the performance guarantee, in accordance

with the Instruction to Bidders. We undertake to pay the Purchaser up to the above amount upon receipt of its first written demand, without the Purchaser having to substantiate its demand, provided that in its demand the Purchaser will note that the amount claimed by it is due to it, owing to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions. This guarantee will remain in force up to and including forty five (45) days after the period of the Bid validity, i.e. up to , and any demand in respect thereof should reach the Bank not later than the above date.

(Signature of the Bidder‘s Bank) Note: Presence of restrictive clauses in the Bid Security Form such as suit filed clause/clause requiring the Bank to initiate action to enforce the claim etc. will render the Bid non-responsive.

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Format 8.12 Pre-Bid Query Format

Sr. No

Section &

Clause Ref. No.

Page No.

RFP text Query Response to query

(to be left blank by the

vendor)

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Format 8.13 Terms and Conditions Compliance table

Term No

Short Description of term

Complied (Yes/No)

Detailed explanation about deviation, if not complied

1

To

Last

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Format 8.14 This pact will be a prequalification for participating in this and compulsory to sign. The tender will be under monitoring of Independent External Monitors(IEMs) appointed by the Bank.

Integrity Pact Format

Dena Bank hereinafter referred to as ―The Principal‖ And _________________________________________________ hereinafter referred to as ―The Bidder/Contractor‖

Preamble The Principal intends to award under laid down organizational procedures, contact against enquiry no. ……………………………………………………………………….. For ………………………………………… The Principal values full compliance with all relevant laws of the land, rules, regulation, economic use of resources and of fairness/transparency in its relations with its Bidder (s) and/or Contractor(s). In order to achieve these goals, the Principal will appoint an Independent External Monitor (IEM), who will monitor the tender process and the execution of the contract for compliance with the principle mentioned above. Section- 1- Commitments of the Principal

1. The principal commits itself to take all measures necessary to prevent corruption and to observe the following principles:-

a) No employee of the Principle, personally or through family members, will in connection with the tender for, or the execution of a contract, demand, take a promise for or accept, for self or third person, any material or immaterial benefit which the person is not legally entitled to.

b) The Principal will, during the tender process treat all Bidders(S) with equality and reason. The Principle will in particular, before and during the tender process, provide to all Bidder(s) the same information and will not provide to any Bidder(s) confidential/additional information through which the Bidders (s) could obtain an advantage in relation to the tender process or the contract execution.

c) The Principle will exclude from the process all known prejudiced persons. 2. If the Principal obtains information on the conduct of any of its employees

which is a criminal offence under the IPC/PC Act, or if there be a substantive suspicion in this regard, the Principal will inform the Chief Vigilance Officer and in addition can initiate disciplinary actions.

Section- 2- Commitments of the Bidder(s)/contractor(s) 1. The Bidder(s)/Contractor(s) commit themselves to take all measures

necessary to prevent corruption. He commits himself to observe the following principles during his participation in the tender process and during the contract execution. a) The Bidder(s)/Contractor(s) will not, directly or through any other person

or firm, offer, promi8se or give to any of the Principal‘s employees involved in the tender process or the execution of the contract or to any third person any material or other benefit which he/she is not legally entitle to, in order to obtain in exchange any kind whatsoever during the tender process or during the execution of the contract.

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b) The Bidder(s)/Contractor(s) will not enter with other Bidders into any undisclosed agreement or understanding, whether formal or informal. This applies in particulars to prices, specifications, certifications, subsidiary contracts, submission or non-submission of bids or any other actions to restrict competitiveness or to introduce cartelization in the bidding process.

c) The Bidder(s)/Contractor(s) will not commit any offense under the relevant Anti-Corruption Law of India, further the Bidder(s)/Contractor(s) will not use improperly, for purpose of competition or personal gain, or pass on to others, any information or document provided by the Principal as part of the business relationship, regarding plans, technical proposals and business details, including information contained or transmitted electronically.

d) The Bidder(s)/Contractor(s) of foreign origin shall disclose the name and address of the Agents/ representatives in India, if any. Similarly the Bidder(s)/Contractor(s) of the Indian Nationality shall furnish the name and address of the foreign principals or associates if any. All the payments made to the Indian agent/representative have to be in Indian Rupees only.

e) The Bidder(s)/Contractor(s) will, when presenting his bid, disclose any and all payments he has made, is committed to or intends to make to agents, brokers or any other intermediaries in connection with the award of the contract.

2. The Bidder(s)/Contractor(s) will not instigate third person to commit offense outlined above or be an accessory to such offences.

3. The word ―he/his‖ would include an individual or a partnership or a consortium, which is a party to this agreement.

Section-3 – Disqualification from tender process and exclusion from future contracts.

If the Bidder(s)/Contractor(s), before award or during execution has committed a transgression through a violation of section-2 above or in any other form such as to put his reliability or credibility in question, the Principal is entitled to disqualify the Bidder(s)/Contractor(s) from the tender process and take appropriate action.

Section 4-Compensation for damages

1. If the principal has disqualified the bidder(s)/Contractor(s) from the tender process prior to the award according to section 3, the principal is entitled to demand and recover the damages equivalent to earnest Money Deposit/Bid Security.

2. If the Principal has terminated the contract according to section 3,or if the principal is entitled to terminate the contract according to section 3,or if the Principal is entitled to demand and recover from the Bidder/Contractor liquidated damages of the contract value or amount equivalent to performance bank guarantee

Section 5-Previouse transgression 1) The Bidder/Contractor declares that no previous transgression occurred in

the last 3 year with any other company in India and outside conforming to the TII‘s anti-corruption approach including public sectors enterprise in India that could justify his exclusion from the tender process.

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2) If the bidder/contractor make incorrect statement on this subject, he can be disqualified from the tender process and appropriate action can be taken..

Section 6- Equal treatment of all Bidder/contractors. 1. The principal will enter into agreements with identical conditions as

this one with all bidders and contractors. 2. The principal will disqualify from the tender process all

bidders/Contractors who do not sign this Pact or violate its provisions.

Section-7- Criminal charges against violating Bidder(s) Contractor(s)/ Subcontractor(s)

If the principal obtains knowledge of the conduct a Bidder, Contractor, Subcontractor or of an employee or representative or an associate of a Bidder, Contractor or Subcontractor which constitutes corruption, or if the principal has substantive suspicion in this regard, the Principal will inform the same to the Chief Vigilance Officer of Dena Bank.

Section 8- Independent external monitor/ monitors. 1. The Principal appoints competent and credible Independent for this Pact.

The Task Monitor is to review independently and objectively, whether and to what extent the parties comply with obligations under this agreement.

2. The monitor is not subject to instructions by the representatives of the parties and performs his functions neutrally and independently. Is will be obligatory for him to treat the information and documents of the Bidders/Contractors as confidential. He reports to the Dena Bank.

3. The Bidder(s)/Contractor(s) accepts that the Monitor has the right to access without restriction to all Project documentation of the Principal including that provided by the Contactor . The Contractor. The Contractor will also grant the monitor, upon his request and demonstration of a valid interest, unrestricted and unconditional access to his project documentation .The same is applicable to Subcontractors also .The Monitors is under contractual obligation to treat the information and documents of the Bidder(s)/Contractor(s)/Subcontractor(s) as confidential.

4. The Principal will provide to the Monitor sufficient information about all meetings among the parties related to the project provided such meetings could have an impact on the contractual relations between the principal and the Bidder/Contractor. The parties offer to the Monitor the option to participate in such meetings.

5. As soon as the Monitor notices, or believe s to notice a violation of this agreement, he will so inform the Management of the principal and request the managements to can in this regard submit non-binding recommendation. Beyond this, the monitor has no right to demand form the parties that they act in a specific manner, refrain from action or tolerate action.

6. The monitor will submit a written report to the Dena Bank within 8 weeks from the date of reference or intimation to him by the principal and should the occasion arise, submit proposals for correcting problematic situations.

7. If the monitor has reported to the Dena Bank, A substantiated suspicion of an offence under relevant IPC/PC Act, and Dena Bank has not, within the reasonable time taken visible action to proceed against such offence or

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reported it to the Chied Vigilance Officer, the monitor may also transmit this information directly to the central vigilance commissioner.

8. The word ‗Monitor‘ would include both singular and plural.

Section 9- Pact Duration This Pact begins when both parties have legally signed it. It for the contractor 12 months after the last payment under the contract, and for all other bidders 6 months after the contract has been awarded. If any claim is made/lodged during this time, the same shall be binding and continue to be valid despite the lapse of this pact as specified above, unless it is discharged/determined by Dena Bank.

Section 10- Other provisions

1. The agreement is subject to Indian Law. Place of performance jurisdiction is the Registered Office of the principal, i.e., New Delhi.

2. Changes and supplements as well as termination notices need to be made in writing. Side agreements have not been made.

3. If the bidder contractor is a partnership consortium, this agreement must be signed by all partners or consortium members.

4. Should one or several provisions of this agreement turn out to be invalid, the remainder of this agreement remains valid. In this case, the parties will strive to come to an agreement to their original intentions.

5. In the event of any contradiction between the integrity Pact and its Annexures, the Clause in the integrity Pact will prevail.

(For & On behalf of the Principal) (For & on behalf Bidder/Contractor) (Office Seal). (Office Seal)

Place………… Date…………. Witness 1: (Name & Address)__________________________________________________ __________________________________________________ Witness 2: (Name & Address)___________________________________________________

____________________________________________________

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Annexure ± I List of Existing Zone wise No. of ATMs deployed by Bank as on 31/03/2015 List Enclosed.

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