request for proposal for bank’s corporate websites revamp ... · 3 marks – if the criteria are...

Bank of Baroda, Marketing Department, Mumbai – 400051

Request for Proposal for Bank’s Corporate Websites Revamp and

Maintenance Bank of Baroda Marketing Department 6th Floor, Baroda Sun Tower C-34, G-Block, Bandra-Kurla Complex Bandra (East), Mumbai – 400051 Ph: 022 – 67593117/3280 Email: [email protected] RFP Reference Number: BCC/MKTG/WEB/112/222 Dated: 30-09-2020

mailto:[email protected]


Blank on purpose

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Contents

1. Background & Introduction ............................................................................................................................ 9

1.1 Background ................................................................................................................................................ 9

1.2 Introduction ............................................................................................................................................... 9

1.3 Information Provided .................................................................................................................................. 9

1.4 For Respondent/Recipient Only ................................................................................................................... 9

1.5 Costs Borne by Respondents ........................................................................................................................ 9

1.6 No Legal Relationship ................................................................................................................................. 9

1.7 Recipient Obligation to Inform Itself ............................................................................................................ 9

1.8 Evaluation of Offers .................................................................................................................................. 10

1.9 Errors and Omissions ................................................................................................................................ 10

1.10 Standards ................................................................................................................................................. 10

1.11 Acceptance of Terms ................................................................................................................................. 10

1.12 Liabilities of Bank ..................................................................................................................................... 10

2. RFP Response terms ..................................................................................................................................... 10

2.1 Lodgment of RFP Response ....................................................................................................................... 10

2.1.1 Application Money ................................................................................................................................ 10

2.1.2 Earnest Money Deposit (EMD)/Bid Security ........................................................................................... 10

2.1.3 RFP Closing Date ................................................................................................................................... 11

2.2 Registration of RFP Response .................................................................................................................... 11

2.3 Late RFP Response Submission Policy ........................................................................................................ 11

2.4 RFP Response Validity period .................................................................................................................... 11

2.5 Requests for Information .......................................................................................................................... 11

2.6 Notification .............................................................................................................................................. 12

2.7 Disqualification ........................................................................................................................................ 12

2.8 Related Parties ......................................................................................................................................... 12

2.9 Language of Response/Bid Submitted ....................................................................................................... 12

2.10 Format of Bids .......................................................................................................................................... 13

2.11 Timeframe ................................................................................................................................................ 13

2.12 Contact Details of Bidder .......................................................................................................................... 13

2.13 RFP Response Preparation and Submission Details .................................................................................... 13

2.14 Contact Details for Responding to RFP ....................................................................................................... 14

3. Project Details .............................................................................................................................................. 15

3.1 Project Overview ....................................................................................................................................... 15

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3.2 Project Scope ............................................................................................................................................ 15

3.2.1 Website Development / Revamp ........................................................................................................... 15

Site features/modules .................................................................................................................................................... 15

UI / UX ........................................................................................................................................................................... 19

Security .......................................................................................................................................................................... 20

Content Management .................................................................................................................................................... 21

SEO ................................................................................................................................................................................ 22

Scalability ...................................................................................................................................................................... 23

3.2.2 Website Maintenance ........................................................................................................................... 23

Operational activities ..................................................................................................................................................... 23

SEO & Analytics .............................................................................................................................................................. 25

General Scope ................................................................................................................................................................ 26

3.3 Service Levels and Uptime Guarantee........................................................................................................ 27

4. Evaluation process ....................................................................................................................................... 27

4.1 Stage 1 - Eligibility cum Technical Bid ........................................................................................................ 27

4.1.1 Eligibility Bid Evaluation ........................................................................................................................ 27

4.1.2 Technical Bid Evaluation ........................................................................................................................ 27

4.2 Stage 2 - Commercial Bid Evaluation ......................................................................................................... 30

4.3 Selection Criteria ...................................................................................................................................... 30

5. Terms and conditions ................................................................................................................................... 32

6. Terms of Reference ...................................................................................................................................... 40

7. Annexures .................................................................................................................................................... 50

3.2.1 Website Development / Revamp ................................................................................................................ 65

3.2.2 Website Maintenance ................................................................................................................................ 65

8. Appendices .................................................................................................................................................. 77

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Invitation for Request for Proposal

Bank of Baroda invites sealed Request for Proposal (RFP) (eligibility cum technical and commercial bids separately) from the eligible bidders for Bank’s Corporate Websites Revamp and Maintenance. Bid related details are as mentioned below in the table:

Important RFP Details Table -

RFP Reference Number BCC/MKTG/WEB/112/222

Application Money (non-refundable) by Demand Draft/Bankers Cheque only

Rs.20,000/- (Rs. Twenty Thousand only)

Earnest Money Deposit (EMD) by Demand Draft/Bankers Cheque/Bank Guarantee only

Rs.10,00,000/- (Rs. Ten Lakhs only)

Availability of RFP document on Banks’ Website for downloading (RFP Issuance Date)

30-09-2020

Last date of submission of any query / receiving clarifications/ reporting any error

06-10-2020, (5.00 pm)

Date, Time and Venue of Pre-bid meeting

07-10-2020, (3.00 pm) To be held online through video conference. Link for attending the meeting http://bit.ly/prebidmeeting

Last Date, Time and Venue for Receipts of Offers/Submission of RFP Response (Closing Date)

22-10-2020, (3.00 pm) Marketing Department Bank of Baroda Baroda Sun Tower, C-34, G-Block, Bandra-Kurla Complex, Bandra (East), Mumbai - 400 051

Date, Time and Venue of Eligibility Bid opening

22-10-2020, (3.30 pm) Marketing Department Bank of Baroda Baroda Sun Tower, C-34, G-Block, Bandra-Kurla Complex, Bandra (East), Mumbai - 400 051

Technical Bid Opening & Oral Presentations including product demo & implementation methodology

Will be informed by Bank

Announcement of Qualifiers and Opening of Commercial Bid

Will be informed by Bank

Address for Communication

Head – Marketing & Branding Marketing Department Bank of Baroda 6th Floor, Baroda Sun Tower, C-34, G-Block, Bandra-Kurla Complex, Bandra (East), Mumbai - 400 051

Contact Details Ph: 022 - 66983117 / 3280

Email ID [email protected]

http://bit.ly/prebidmeeting


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Website and Link http://www.bankofbaroda.in https://www.bankofbaroda.in/tender.htm

RFP Coordinator Mr. Akif Iqbal (Mob 9665760392)

The above dates are tentative and subjected to change without any prior notice or intimation. Bidders should check our website www.bankofbaroda.in regularly for any changes / addendums to the above dates and/or any other changes to this RFP. Bidders to confirm with Bank the time & venue -1- day prior to any of the above scheduled event.

Important Clarifications/Definitions:

Following terms are used in the document interchangeably to mean:

Bank, BOB means Bank of Baroda.

RFP or Tender means the Request for Proposal document.

Recipient or Respondent or Bidder or Bidder/ service provider or consultant means to whom the RFP document is issued by the Bank/Respondent to the RFP document.

Offer or Bid means response to RFP document prepared by Recipient and submitted to the Bank.

Abbreviations:

EMD Earnest Money Deposit

SLA Service Level Agreement

AMC Annual Maintenance Contract

ATS Annual Technical Support

TCO Total Cost of Ownership

VAT Value Added Tax

ISO International Organization for Standardization

OEM Original Equipment manufacturer

FY Financial Year

ADC Alternate Delivery Channel

MIS Management Information System

TDS Tax Deduction at Source

CMS Content Management System

RRB Regional Rural Bank

BCC Baroda Corporate Centre

CBS Core Banking Solution

SEM Search Engine Marketing

SEO Search Engine Optimization

SEA Search Engine Advertising

RBI Reserve Bank of India

GOI Government of India

DD Demand Draft

BC Bankers Cheque

BG Bank Guarantee

RTL Right to Left

LRT Left to Right

CRM Customer Relationship Management

CLMS Comprehensive Lead Management System

http://www.bankofbaroda.in/

https://www.bankofbaroda.in/tender.htm

http://www.bankofbaroda.in/

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Any bidder from a country which shares a land border with India will be eligible to bid in this tender only if the bidder is registered with the Competent Authority, as proscribed in the order no. 6/18/2019-PPD dated 23rd July 2020 issued by Ministry of finance department of expenditure.

I. “Bidder” (including the term ‘tenderer’, ‘consultant’ or ‘service provider’ in certain contexts) means any person or firm or company, including any member of a consortium or joint venture (that is an association of several persons, or firms or companies), every artificial juridical person not falling in any of the descriptions of bidders stated hereinbefore, including any agency branch or office controlled by such person, participating in a procurement process.

II. “Bidder from a country which shares a land border with India” for the purpose of this Order means: -

a. An entity incorporated, established or registered in such a country; or

b. A subsidiary of an entity incorporated, established or registered in such a country; or

c. An entity substantially controlled through entities incorporated, established or registered in such a country; or

d. An entity whose beneficial owner is situated in such a country; or

e. An Indian (or other) agent of such an entity; or

f. A natural person who is a citizen of such a country; or

g. A consortium or joint venture where any member of the consortium or joint venture falls under any of the above

III. The beneficial owner for the purpose of (iii) above will be as under:

1. In case of a company or Limited Liability Partnership, the beneficial owner is the natural person(s), who, whether acting alone or together, or through one or more juridical person, has a controlling ownership interest or who exercises control through other means.

Explanation—

a. “Controlling ownership interest” means ownership of or entitlement to more than twenty-five per cent, of shares or capital or profits of the company;

b. “Control” shall include the right to appoint majority of the directors or to control the management or policy decisions including by virtue of their shareholding or management rights or shareholders agreements or voting agreements;

2. In case of a partnership firm, the beneficial owner is the natural person(s) who, whether acting alone or together, or through one or more juridical person, has ownership of entitlement to more than fifteen percent of capital or profits of the partnership;

3. In case of an unincorporated association or body of individuals, the beneficial owner is the natural person(s), who, whether acting alone or together, or through one or more juridical person, has ownership of or entitlement to more than fifteen percent of the property or capital or profits of such association or body of individuals;

4. Where no natural person is identified under (1) or (2) or (3) above, the beneficial owner is the relevant natural person who holds the position of senior managing official;

5. In case of a trust, the identification of beneficial owner(s) shall include identification of the author of the trust, the trustee, the beneficiaries with fifteen percent or more interest in the trust and any other natural person exercising ultimate effective control over the trust through a chain of control or ownership.

IV. An Agent is a person employed to do any act for another, or to represent another in dealings with third person.

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V. [The successful bidder shall not be allowed to sub-contract works to any contractor from a country which shares a land border with India unless such contractor is registered with the Competent Authority.

Disclaimer: The scope of work document is not an offer made by Bank of Baroda but an invitation for response based on which the Bank may further evaluate the response or call for alternate or more responses from other Bidders. Bank has the right to ask for other competitive quotations and can award any part or complete work to another Bidder whom so ever they feel eligible for the work taking into consideration the price and quality.

The information contained in this Request for Proposal document (“RFP”) or information provided subsequently to the applicants whether verbally or in documentary form by or on behalf of Bank of Baroda (“BOB/ Bank”), is provided to the Bidder(s) on the terms and conditions set out in this RFP and all other terms and conditions subject to which such information is provided. This RFP document is not an agreement and is neither an offer nor any empanelment by Bank of Baroda. This RFP is to invite proposals from the applicants, who are qualified to submit the Bids (“Bidders”). The purpose of this RFP is to provide the Bidder(s) with information to assist them in formulation of their proposals (the Bids). This RFP does not claim to contain all the information each Bidder may require. Bidder should, at their own costs without any right to claim reimbursement / refund etc., conduct own independent investigation and analysis and is free to check the accuracy, reliability and completeness of the information in this RFP and wherever felt necessary may obtain independent advice. Bank makes no representation or warranty and shall incur no liability under any law, statute, rules or regulations as to the accuracy, reliability or completeness of this RFP.

The information contained in the RFP document is selective and is subject to updating, modification, expansion, revision and amendment. Bank of Baroda does not undertake to provide any Bidder with access to any additional information or to update the information in the RFP or to correct any inaccuracies therein, which may become apparent. Bank reserves the right of discretion to change, modify, add to or alter any or all of the provisions of this RFP and/or the Bidding process, without assigning any reasons whatsoever. Such change(s) will be intimated/may be made available to all Bidders or can be accessed on website of Bank of Baroda. Any information contained in this document will be superseded by any later written information on the same subject made available to all Bidder(s) by the Bank. Bank of Baroda may in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP.

Information provided in this RFP is on a wide range of matters, some of which may depend upon interpretation of law. The information given is not intended to be an exhaustive account of statutory requirements and should not be regarded as a complete or authoritative statement of law. Bank of Baroda does not own any responsibility for the accuracy or otherwise for any interpretation or opinion on law expressed herein. Further, the Bank also does not accept liability of any nature whether resulting from negligence or otherwise howsoever caused arising from reliance of any Bidder upon the statements contained in this RFP.

Bank of Baroda reserves the right to reject any or all proposals/ Bids received in response to this RFP at any stage without assigning any reason whatsoever and without being liable for any loss/injury that Bidder might suffer due to such reason. The decision of the Bank shall be final, conclusive and binding on all the parties/ Bidders directly or indirectly connected with the Bidding process.

Subject to any law to the contrary, and to the maximum extent permitted by law, the Bank and its Directors, Officers, Employees, Contractors, Representatives, Agents, and Advisers disclaim all liability from any loss, claim, expense (including, without limitation, any legal fees, costs, charges, demands, actions, liabilities, expenses or disbursements incurred therein or incidental thereto) or damage, (whether foreseeable or not) (“Losses”) suffered by any person acting on or refraining from acting because of any presumptions or information (whether oral or written and whether

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express or implied), including forecasts, statements, estimates, or projections contained in this RFP document or conduct ancillary to it whether or not the Losses arises in connection with any ignorance, negligence, inattention, casualness, disregard, omission, default, lack of care, immature information, falsification or misrepresentation on the part of the Bank or any of its directors, officers, employees, contractors, representatives, agents, or advisers. Confidentiality: The RFP document is confidential and is not to be disclosed, reproduced, transmitted or made available by the Recipient to any other person/organization. The RFP document is provided to the Recipient on the basis of the undertaking of confidentiality given by the Recipient to the Bank. The Bank may update or revise the RFP document or any part of it. The Recipient accepts that any such revised or amended document will be subject to the same confidentiality undertaking. The Recipient will not disclose or discuss the contents of the RFP document with any Officer, Employee, Consultant, Director, Agent, or other person associated or affiliated in any way with the Bank or any of its customers or suppliers without the prior written consent of the Bank.

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1. Background & Introduction

1.1 Background Bank of Baroda is one of the largest Public Sector Banks in India. In India, the Bank consists of a strong branch network of 9500+ branches and 13500+ ATM’s. Bank of Baroda is known as India’s International Bank and has its offices at 21 locations worldwide. We also have overseas subsidiaries in some countries. The bank has three Regional Rural Banks under its umbrella. Bank has reputation of being at the forefront in adaption and usage of technology. While Bank has a vast network of branches, Bank ’s operations are fully automated and the customers of Bank avail various alternate channels of delivery. Bank of Baroda maintains its corporate website www.bankofbaroda.in which attracts an average traffic of more than 1.2 lakh visitors per day and is estimated to grow after revamp of website.

1.2 Introduction This Request for Proposal document (RFP document or RFP) has been prepared solely for the purpose of enabling Bank of Baroda (“the Bank”) to select Bidder/s for Revamping and thereafter Maintenance of Bank’s Corporate Websites of its domestic and overseas territories for the contract period agreed upon. The RFP document is not recommendation, offer or invitation to enter into a contract, agreement or any other arrangement, in respect of the services. The provision of the services is subject to observance of selection process and appropriate documentation being agreed between the Bank and any successful Bidder as identified by the Bank, after completion of the selection process as detailed in this document.

1.3 Information Provided The RFP document contain statements derived from information that is believed to be true and reliable at the date obtained but does not purport to provide all of the information that may be necessary or desirable to enable an intending contracting party to determine whether or not to enter into a contract or arrangement with the Bank in relation to the provision of services. Neither the Bank nor any of its Directors, Officers, Employees, Agents, Representatives, Contractors, or Advisers gives any representation or warranty (whether oral or written), express or implied as to the accuracy, updating or completeness of any writings, information or statement given or made in this RFP document. Neither the Bank nor any of its Directors, Officers, Employees, Agents, Representatives, Contractors, or Advisers has carried out or will carry out an independent audit or verification or investigation or due diligence exercise in relation to the contents of any part of the RFP document.

1.4 For Respondent/Recipient Only The RFP document is intended solely for the information of the party to whom it is issued (“the Recipient” or “the Respondent”) and no other person or organization.

1.5 Costs Borne by Respondents All costs and expenses (whether in terms of time or money) incurred by the Recipient / Respondent in any way associated with the development, preparation and submission of responses, including but not limited to attendance at meetings, discussions, demonstrations, etc. and providing any additional information required by the Bank, will be borne entirely and exclusively by the Recipient / Respondent.

1.6 No Legal Relationship No binding legal relationship will exist between any of the Recipients/Respondents and the Bank until execution of a contractual agreement duly signed by the Bank.

1.7 Recipient Obligation to Inform Itself The Recipient must apply its own care and conduct its own investigation and analysis regarding any information contained in the RFP document and the meaning and impact

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of that information.

1.8 Evaluation of Offers Each Recipient acknowledges and accepts that the Bank may, in its sole and absolute discretion, apply whatever criteria it deems appropriate in the selection / finalization of bidder/s, not limited to those selection criteria set out in this RFP document. The issuance of RFP document is merely an invitation to offer and must not be construed as any agreement or contract or arrangement nor would it be construed as any investigation or review carried out by a Recipient. The Recipient unconditionally acknowledges by submitting its response to this RFP document that it has not relied on any idea, information, statement, representation, or warranty given in this RFP document.

1.9 Errors and Omissions Each Recipient should notify the Bank of any error, fault, omission, or discrepancy found in this RFP document but not later than last date of receiving clarifications as specified in Important RFP Details Table.

1.10 Standards All standards to be followed will adhere to Bureau of Indian Standards (BIS) specifications or other acceptable industry standards.

1.11 Acceptance of Terms Recipient will, by responding to the Bank’s RFP document, be deemed to have accepted all the terms as stated in this RFP document in totality without any condition whatsoever.

1.12 Liabilities of Bank No contractual obligation on behalf of the Bank whatsoever shall arise from the RFP process unless and until a formal contract is signed and executed by duly authorized officials of the Bank and the successful Bidder.

2. RFP Response terms

2.1 Lodgment of RFP Response

2.1.1 Application Money Application Money of Rs. 20,000/- (Rs. Twenty Thousand Only) by way of Bankers Cheque / Demand Draft favoring “ Bank of Baroda”, payable at Mumbai, which is non-refundable, must be submitted along with RFP response. The Bank may, at its discretion, reject any Bidder where application money has not been furnished with RFP response.

2.1.2 Earnest Money Deposit (EMD)/Bid Security The Bidders will have to submit the Earnest Money Deposit (EMD) in the eligibility bid itself at the rate stipulated by the Bank.

1) The Bidder shall furnish earnest money deposit of an amount of Rs. 10,00,000/- (Rs. Ten Lakhs only). The earnest money deposit is required to protect the Bank against the risk of Bidder’s conduct.

2) The Earnest Money Deposit shall be denominated in the Indian Rupees only and shall be in the form of a Demand Draft/Bankers Cheque favoring “Bank of Baroda” payable at Mumbai or a Bank Guarantee of an equal amount issued by a scheduled Commercial Bank (other than Bank of Baroda) located in India, which is valid for 6 months, in the form provided in the RFP (Bid Security Form). Any commercial bid not secured in accordance with the above will be rejected by Bank of Baroda as non-responsive.

3) Unsuccessful Bidder’s earnest money deposit will be returned by the Bank. No interest shall be paid on earnest money deposit to unsuccessful Bidders.

4) The earnest money deposit may be forfeited by the Bank:

a) If the bidder withdraws its bid during the period of bid validity specified by the

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Bidder on the Bid Form; or

b) In case of the successful Bidder, if the bidder fails to:

i) Sign the Contract within 10 days of issue of purchase order / letter of intent.

ii) Furnish performance guarantee within 30 days from the date of placing the order by the Bank or signing of the contract whichever is earlier for any reason whatsoever.

5) Earnest Money Deposit will be refunded without interest for the unsuccessful bidders within 30 days upon the successful bidder accepting the order and furnishing the performance guarantee.

6) Application submitted without EMD will not be entertained.

7) In case of bidders availing waiver of EMD and/or Application fee, the bidders availing such exemptions need to submit relevant documents issued by competent government authorities

2.1.3 RFP Closing Date RFP Response should be received by the bank officials not later than the RFP closing date as mentioned in Important RFP Details Table.

2.2 Registration of RFP Response Registration of RFP response will be done by the Bank by making an entry in a separate register kept for the purpose upon the Bank receiving the RFP response in the above manner. The registration must contain all duly signed documents, information, and details required by this RFP. If the submission to this RFP does not include all the documents and information required or is incomplete/ partial/faulty submissions or if submission is through fax/email or any other non specified mode, the responses is liable to be summarily rejected. All submissions, including any accompanying documents, will become the property of the Bank. The Recipient shall be deemed to have licensed, and granted all rights to the Bank to reproduce the whole or any portion of their submission for the purpose of evaluation, to disclose the contents of the submission to other Recipients who have registered a submission and to disclose and/or use the contents of the submission as the basis for any resulting RFP process, notwithstanding any copyright or other intellectual property right of the Recipient that may subsist in the submission or accompanying documents.

2.3 Late RFP Response Submission Policy On-time submission of responses is strongly encouraged and recommended. RFP responses received after the deadline for lodgment of RFPs may be registered by the Bank and may be considered and evaluated by the evaluation team at the absolute discretion of the Bank. Respondents are to provide detailed evidence to substantiate the reasons for a late RFP submission. It should be clearly noted that the Bank has no obligation to accept or act on any reason for a late submitted response to RFP. Bank has no liability to any Respondent who lodges a late RFP response for any reason whatsoever, including RFP responses taken to be late only because of another condition of responding.

2.4 RFP Response Validity period RFP responses must remain valid and open for evaluation according to the terms for a period of six months from the date of closing of RFP. Bank shall have the right at its sole and absolute discretion to continue the assignment/ contract on the selected bidder for future requirement for various items/activities as described in the RFP after expiry of Contract period.

2.5 Requests for Information Recipients are required to direct all communications for any clarification related to

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this RFP to Marketing Department, Bank of Baroda. All questions relating to the RFP, technical or otherwise, must be in writing and addressed to the addresses mentioned in Important RFP Details Table. Interpersonal communications will not be entered into and a Respondent will be disqualified if attempting to enter into such communication. Respondent must communicate the same in writing (email only) as per the schedule provided in Important RFP Details Table. The Bank will try to reply, without any obligation in respect thereof, every reasonable query raised by the Respondents in the manner specified. However, the Bank will not answer any communication initiated by the Respondents later than the last date of submission of any query / receiving clarifications/ reporting any error as mentioned in Important RFP Details Table. However, the Bank may in its absolute discretion seek, but under no obligation whatsoever, additional information or material from any Respondents after the RFP closing date and all such information and material provided must be taken to form part of that Respondent’s response. Respondents should invariably provide details of their valid email address (es) as responses to queries will only be provided to the Respondent via email. If Bank in its sole and absolute discretion deems that the originator of the query will gain an advantage by a response to a question, then Bank reserves the right to communicate such response to all Respondents. Bank ’s replies will be final and acceptable to all bidders. Bank may in its absolute discretion engage in discussion or negotiation with any Respondent (or simultaneously with more than one Respondent) after the RFP closing date to improve or clarify any response.

2.6 Notification The Bank will notify the Respondents in writing (as soon as practicable) (by email only) after the RFP Evaluation Completion date, about the outcome of the RFP evaluation process, including whether the Respondent’s RFP response has been accepted or rejected. The Bank is not obliged to provide any reasons for any such acceptance or rejection.

2.7 Disqualification Any form of canvassing/lobbying/influence/query regarding short listing, status etc. shall be a disqualification. Bank shall reject responses to the RFP without assigning any reasons to respondent.

2.8 Related Parties In the following circumstances, Bank reserves the right to reject the entire bid or accept the bid with some conditions stipulated by the bank.

1. Bids submitted by holding company and its subsidiary

2. Bids submitted by companies having common Director/s

3. Bids submitted partnership firms / LLPs having common partners.

4. Bids submitted by companies have the same group of promoters / management.

5. Bids submitted by a consortium formed by different companies

6. Any other bid in the sole discretion of the Bank is in the nature of multiple bids.

2.9 Language of Response/Bid Submitted The response/bid prepared by the Bidder, as well as all correspondence and documents, along with the recommendations/acknowledgements from their existing clients, relating to the Bid exchanged by the Bidder and the Bank and supporting documents and printed literature shall be in English language only.

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2.10 Format of Bids The bidders should strictly use the formats prescribed by the Bank in the RFP for submitting eligibility, technical and commercial bids. The Bank reserves the right to ascertain information from the Banks and other institutions to which the bidders have rendered their services for execution of similar projects.

2.11 Timeframe The timeframe for overall selection process is mentioned in Important RFP Details Table. Bank reserves the right to vary this timeframe at its absolute and sole discretion and without providing any notice/intimation or reasons thereof. Changes to the timeframe will be relayed to the affected Respondents during the process. The time schedule will be strictly followed. Interested parties are expected to adhere to these timelines. However, the Bank reserves the right to change these timelines.

2.12 Contact Details of Bidder Bidder will have to appoint a single point of contact representing the bidder for the entire RFP process and evaluation. Bank will direct any communication regarding the process to this single point of contact. Any change in the single point of contact of Bidder must be informed to Bank by email immediately.

2.13 RFP Response Preparation and Submission Details The Bidder’s proposal must effectively communicate their solution and be formatted strictly in the specified formats, in order for the Bank to assess the alternatives. Any response not adhering to the specified formats is liable to be rejected. The response should be organized and submitted in the following manner: Envelope 1: “ELIGIBILITY CUM TECHNICAL BID FOR BANK OF BARODA – BANK’S CORPORATE WEBSITES REVAMP AND MAINTENANCE – RFP REFERENCE NO BCC/MKTG/WEB/112/222 DATED: 30.09.2020 SUBMITTED BY……………. ON…………. AT MUMBAI, DUE DATE 22.10.2020” on the top of the envelope containing the Eligibility cum Technical Bid.

Envelope 1 shall contain Eligibility & Technical bids in separate sealed sub- envelopes super scribing:

Sub – Envelope 1: “ELIGIBILITY BID FOR BANK OF BARODA – BANK’S CORPORATE WEBSITES REVAMP AND MAINTENANCE – RFP REFERENCE NO BCC/MKTG/WEB/112/222 DATED: 30.09.2020.SUBMITTED BY……………. ON ……….. AT MUMBAI, DUE DATE 22.10.2020” on the top of the sub-envelope containing the Eligibility Bid. First sub envelope should also contain the APPLICATION MONEY and the EARNEST MONEY DEPOSIT (EMD).

Sub – Envelope 2: “TECHNICAL BID FOR BANK OF BARODA – BANK’S CORPORATE WEBSITES REVAMP AND MAINTENANCE – RFP REFERENCE NO BCC/MKTG/WEB/112/222 DATED: 30.09.2020 SUBMITTED BY ……………. ON……….. AT MUMBAI, DUE DATE 22.10.2020” on the top of the sub-envelope containing the Technical Bid.

Envelope 2: “COMMERCIAL BID FOR BANK OF BARODA – BANK’S CORPORATE

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WEBSITES REVAMP AND MAINTENANCE – RFP REFERENCE NO BCC/MKTG/WEB/112/222 DATED: 30.09.2020 SUBMITTED BY ……………. ON ………..AT MUMBAI, DUE DATE 22.10.2020” on the top of the envelope containing the Commercial Bid.

These two separate sealed envelopes (Envelope 1 & Envelope 2) should be put together in another sealed master envelope super scribing “BID FOR BANK OF BARODA – BANK’S CORPORATE WEBSITES REVAMP AND MAINTENANCE - RFP REFERENCE NO. BCC/MKTG/WEB/112/222 DATED: 30.09.2020 SUBMITTED BY ……………. ON ……….. AT MUMBAI, DUE DATE: 22.10.2020” on the top of the Master Envelope. The sealed Master Envelope should be addressed to:

Head – Marketing & Branding (Marketing Department) Bank of Baroda, 6th Floor, Baroda Sun Tower, C-34, G-Block, BKC, Bandra (E), Mumbai-400051

The sealed master envelope should be hand delivered to the RFP Coordinator only. Bids submitted anywhere else will be liable for rejection.

All the envelopes should contain the following information on their backside:

• Name of the Bidder • Name & Designation of Single Point of Contact of Bidder • Valid email address (also provide one alternate email address) • Valid phone numbers (mobile number & office landline no. of single point of

contact, one alternate mobile number & landline no.)

All envelopes should be securely sealed and stamped. All the pages of the proposals (except literatures, datasheets and brochures) are to be numbered and be signed by authorized signatory on behalf of the Bidder. The number should be a unique running serial number across the entire document in Page X of Y format, where X is the current page no. and Y is the total no. of pages.

Please note that in following cases, Bank in its absolute discretion, may reject the bids received from the bidder: a. Submission of Bid after the time stipulated in this RFP Document b. Misleading/incomplete information/submission of improper/incomplete

documentation c. Bid submission without bidders name d. Price information in any other place than „Commercial Bid envelope’ e. Improper Drafts/Banker’s Cheque for RFP Application Money or EMD f. Envelopes are not in order as directed in this document g. Bidder is not meeting eligibility/mandatory criterion h. Faxed or emailed copies of any submission are not acceptable and shall be

rejected by the Bank

2.14 Contact Details for Responding to RFP The Bank has established a RFP coordinator to provide a single point of contact for managing Bidder relationship and other requirements through the Bank ’s decision making body for contract clarification. All the queries and communication must be directed to the RFP coordinator mentioned in the Important RFP Details Table.

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3. Project Details

3.1 Project Overview Bank of Baroda desires to have a Bidder who offers proven experience in field of Website Designing & Development/Revamping & Maintenance of Bank’s Corporate Websites of domestic and overseas territories. Bank under this RFP will have right to have solution for Regional Rural Banks (RRBs) and Bank Subsidiaries including Overseas Subsidiaries. However, basic design templates (Home / Internal Pages) to match that of revamped / newly developed corporate website for each of the Regional Rural Banks (RRBs), Bank Subsidiaries including Overseas Subsidiaries and internal websites, sub sites, micro sites are included in scope of the work. If required, the development of websites for RRBs, overseas and domestic subsidiaries will be carried out in a phased manner. More information is available on our corporate website.

Websites Count Task

Main corporate website 1 Revamp of exiting site

RRBs, Subsidiaries, international territories etc.

25 Revamp/development of sites (up to 150 pages per site)

In case, in the future additional websites needs to be revamped/developed by the bank (for the sites not covered in this RFP), the bank will extend the same proportionate cost to successful bidder for the identified task as finalized in this RFP. The technical features to be implemented for revamping/developing of all the Bank’s Websites have been detailed in, but not limited to, in Project Scope.

3.2 Project Scope Bank intends to revamp/develop websites for its domestic and overseas territories to give new look and feel to attract and service customers from all age-group especially younger generation. Revamped/Developed websites should be in alignment with corporate theme using latest web technology to showcase bank’s products & services to current and potential clients in attractive, user friendly and easily navigable manner and also comply with industry standards and guidelines of various regulatory bodies including Reserve Bank of India, Ministry of Finance etc. The sites should be developed basis a defined information architecture & best practices for UI/UX. Uniformity should be maintained across all the websites of the bank.

3.2.1 Website Development / Revamp Site features/modules

Study, Analyze and Evaluate the existing website with respect to developing new website (integrating all existing separate components), understand the process, platform, applications and arrive at the gap (gap analysis).

Website to conform to the international accessibility standards, the World Wide Web Consortium (W3C), GIGW Govt. of India Guidelines for websites and the Web Content Accessibility Guidelines (WCAG) 3.0 Level AA, Google Core Web Vitals.

It should be complying with the Bank’s security policy and Govt./RBI guidelines as well as complying with other country regulatory guidelines wherever applicable.

All regulatory and mandatory requirements w.r.t website including design, content, functionality or any other technical requirement, which arise during the period of contract and are to be complied by the Bank should be implemented without any extra cost for entire period of contract

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Design

Website to have sections for static information, dynamic promotional content / banner, product information including demo, online application form etc., survey / lead generation forms, maps & locators, calculators, tender section, online contest, search options, download option for forms/brochures, request for additional information/enquiry, offline/online support, photo/video gallery, link for internet banking, other websites/micro sites etc. apart from standard / mandatory sections of a financial website. The features/functionality in current corporate website of the bank needs to be incorporated/used and improved upon.

While designing the website special care must be taken that the design and structure is SEO friendly and optimization / scalability must be possible to increase SEO ranking of the pages. Unique page definition, proper well defined URL structuring etc. to be adopted by the successful bidder.

The design and development at all stages to adhere to Bank ’s Branding Guidelines with regards to Font, Color, Text Size etc.

Migrate existing pages including content as well as database after redesign and reformat as per requirement.

Sites should open same in all major OS Platform (Mac OSX, Windows OS and Linux) and Browsers (Chrome, Safari, Firefox and IE). Website structure is to be browser independent (Safari, Chrome, Firefox, and Internet Explorer).

Prepare User, Design & technical manuals and other documents for the developed website in an easy to understandable and User friendly language with proper diagram, screen-shots and charts where ever required.

The design should organize business logic and presentation logic separately while developing and implementing the proposed system. Thus, restricting the database queries to be inserted inside the presentation and business logic, rather, it should be written in the database only.

Personalization of website for regular visitors/users should be included as an important module and customer journey needs to be defined for the same. Website should have capability to capture dynamic data of visitors at various levels (the number of times a visitor visits homepage/Web Pages, how much time is spent on each webpage, at what time in day it visits the website, from which device, and any such information related to the visitor) and should act dynamically i.e. displaying the content, email sending, image adaptiveness, sms sending, etc.

Language

Its feature to include Multi-lingual capabilities, news , announcements, chat facility, multimedia posts, audit trail, site search, photo gallery etc.(all standard features).

To implement bilingual (Hindi & English) from day one for domestic entities and English in case of overseas territory sites (Provision for local language of country would be preferred).

Hindi contents in existing site are in Unicode font. Bank will arrange to provide contents in Unicode for development purpose for Hindi site. Alternatively the CMS should enable and support language page editing.

Scalability and provision to add more regional languages in future. Costing for English and Hindi languages should be included in the initial implementation cost itself. Addition of any other language (apart from English and Hindi) should be mentioned as optional line item in commercials.

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Plugins

Links of PlayStore, AppStore, and other such stores should also be present for mobile site visitors.

Websites to be developed should have the scalability of integration with Bank’s CRM, Contact Centre, Email, SMS Systems, Online Account Opening, web chatbot, etc.

Locator with search facility to be developed for the location based services Like: ATM / Branch Finder / E – Lobby/BC points etc. The Locator should be integrated with Google Maps / Navigational systems, bidder to secure the required license without additional cost to the bank. Bank will provide LAT-LOG for all locations. MAPS integration required with Bank services. Locator should ask visitor to detect its location and accordingly detect the current location of visitor and suggest all available nearby options with directions to reach that place. Also a search bar should be included in Locator with floating search option for visitor to search any desired location.

Bank will provide its SMS gateway for pushing the SMSs and website vendor to arrange for necessary interfacing.

Integration via Facebook Live video API.

Social media plugins wherever necessary to easy sharing of pages/content/articles to be provided.

Lead Management System

User registration module to be implemented wherein user registers and chooses to get the latest offer details. Website should offer “Demo” to visitors/ users. Bidder to cover the workflow during their existing system study. The demo should work on all user access devices.

A comprehensive module should be developed for submission of online applications (lead capturing) by customers. The Module to have single backend with multiple user levels for all online applications. The online applications of the module to have facility to check eligibility criteria, EMI calculation, customer interaction with bank & feature to capture leads e.g. Check loan limit, Rate of Interest, generation of EMI and capturing the input provided by the customer. The module should have the facility to capture the leads on the basis of the Bank’s various products and services and customer requirements.

The module should be able to provide admin access along with various other job roles. New user creation rights and assigning/modification of job roles to be provide to the admin user. Dashboard and alerts to be provided to all users covering the number of leads generated for various products/services, conversion etc. The users must be allowed to update the data and export data in different file formats like .xls, .pdf etc. after applying various filters.

The module should be scalable for including online account opening, FD/RD opening, and any other such process launched by bank in future. In such scenario, bank will share API based interface specification and vendor to coordinate with bank’s team for necessary customization.

In case of future extensions / enhancements viz; new product / service additions etc., the same should be done at no additional cost.

The module should have lead tracking capabilities by assigning unique IDs, Lead monitoring capabilities across products / services / Departments at various stages, lead reporting capabilities with various filters,

Information Architecture

Bidder to define the information architecture hierarchy / approach with rationale before proceeding with development of the site(s).

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Easy access to content across the site is key to user journey. Bidders need to define primary, secondary and tertiary navigation with end to end user journey. Bidders to suggest navigation links and sub links along with proposed nomenclature.

Bidders need to define placement of CTAs at right junctures to maximise lead capture and simply user experience.

It should have a Quick Search option; drop down on the home page to enable the visitors to directly navigate the page they choose.

Navigation to be simple, easy and intuitive. Customer journey should be defined for every targeted segment.

Site map should be prepared and made available by the bidder

Other features

Calculators such as EMI Calculator for Home Loan, Car Loan, Personal Loan and other products with a graphical representation should be included.

Expenditure Manager, Retirement Planner, Financial Planner, Savings Calculator, Investment Planning Calculator, Mortgage Calculator should be included at proper place on website. Bank would provide data as well as process for such computation.

Visitor counter should be provided to the Bank and website should prompt the visitor its last visited page on website.

Survey option should be available on website for Bank to publish and conduct periodical surveys of its visitors. Survey reports should be provided to the Bank at the end of every survey. The surveys would be enabled based on the requirement of bank and the content would be provided by the bank.

Daily Quiz for visitors and Opinion Poll of visitors must also be included in the website. These would be enabled on need basis.

Option to download, print and share Brochures, Application Forms, Tender Notices, Guidelines and any other similar document must be provided.

Dedicated tender and auction section with search options based on location, amount, etc. must be present in the site.

Latest Banking News, Media Coverage of Bank, Director’s Info, Annual Reports, Latest Announcement, banking Glossary and similar sections to be included.

Product Promotion section to be included which will consist of latest offers, campaigns, discounts, etc.

Call Back Facility and Call Now feature for visitors interested should be available.

Web Chat feature should also be made available to visitors and must store all previous conversations of the visitor. Web Chat should every time start from the point where the visitor left last.

Net Banking Login for retail and corporate customers should be provided from the homepage itself instead of redirecting it to the Net Banking portal for login. Integration with Bank ’s net banking portal should be done.

Module for submission of request for hot-listing of Debit / Credit Cards and similar features with appropriate security. Integration with DCMS (Debit Card Management System) will be required.

Data Dictionary for all the modules should be maintained and provided to Bank on quarterly basis.

Bank may desire the data output of modules in different formats from time to time as per their requirement. Agency should be able to provide data output in desired format for the modules as and when required by the Bank.

Also, automatic acknowledgement saying thanks and inviting to visit again to all customers registering with us on website should be sent.

Websites to have blog section with various segments to organize and host

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articles for viewers. The blog section to have features like attractive and interactive display, efficient use of images / infographics / videos, comment section for visitors, directory of articles etc. An admin user to be provided for the bank to authorize and reply to the comments on article. The blog / articles to have functionality of automatic inter-linking to relevant product pages. The blog should be developed keeping in view the SEO best practices

Voice Search facility should also be available in the sites.

UI / UX

Ease of usability of the site by the visitors to achieve the objective of user satisfaction/delight. Successful Bidder will have to provide the Bank with different layout options for homepage and internal pages (minimum 3 options to be provided). The options provided must be clearly distinct from each other and should not be a modified version of other options provided. Bidder should come up with unique, out of the box options distinct from existing website layouts in the market/competition. Rationale / Logic / approach from Information architecture / UI/UX perspective to be submitted along with designs. Bank will decide which option to take forward along with necessary modifications, if required any. If no option provided is found good by the bank, then the bidder will have to come up with different set of options. Bank will give a go ahead on layouts and other UI/UX features only on its complete satisfaction. Number of iterations for modifications can be unlimited until Bank’s complete satisfaction. If Bank doesn’t like the design/layout/template and other UI/UX features provided by vendor, then Bank, at its sole discretion, will provide the design/layout/template to the vendor and vendor will have to incorporate these and implement it in the website without any objection.

Design to be attractive, latest technology based and should facilitate availability of information with minimum clicks with logical and intuitive flow.

Website should be mobile, tablet and similar device compatible (mobile first strategy to be adopted). All major browser and platform support.

Responsive & Retina Ready: Site should be fully responsive and ready for retina displays. Customers should get best user experience of website looks on tablets and mobile devices adapting to the screen size layout.

Navigation to be simple, easy and intuitive. Customer journey should be defined for every targeted segment.

Site map should be prepared and made available by the bidder.

The sites should be fully optimized. Attention to details, well written code and optimized images.

Design should be such that pages are not cluttered. Intuitive design, (i.e.) customer need not to work hard to find where they need to go. It should have Quick Search option; drop down on home page to enable the visitors to directly navigate the page they choose.

Images should be used intelligently on home page and in all main sections. Images used should be of high resolution and there should be no copyright issue currently or in future. Icons used should be attractive and self- explanatory. Image should be SEO optimized for maintain site speed.

Parallax Effect & Video Background should be done esthetically to give a smooth transition, easy on eyes and can include videos, put text, images, buttons or other graphical elements for a great looking sections.

RTL Support: RTL (Right-to-left) is fully supported by this theme.

Modern, trendy with easy to navigate with advanced features to support text, image, audio, video, and combination (multi media) posting.

Ajax Instant Search: user get results while typing, floating search bar to be included on every page for visitor to search for unstructured queries.

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Website should also be optimised to work in low bandwidth places / devices.

Home page and other pages of website site other than downloads should have high response time for visitors. Hosting infrastructure will be provided by Bank (in consultation with the successful bidder). Bidder to propose Hardware sizing for desired application performance.

Design of templates, customer journey, pages for Bank’s Online Account Opening Module which will be integrated with the website.

Dynamic display of content/banners feature should be made available by the successful bidder. The content/banner to be displayed on the interest/website journey/usage pattern of the users.

Images and contents should be adaptive and responsive to all formats, browsers, devices, operating systems, screen sizes, resolutions, etc.

Relevant iconography & infographics to be used to represent processes and instructions.

Standardised use of design elements so that user can identify content items with ease. Eg. CTAs should be colour and style instead of using different styled CTAs on different pages

Text should not spam across the screen width which makes it difficult user to read copy.

Short durations videos may be used on the site however heavy size videos should be loaded from YouTube/Video

Security

Provide secured access to organization information/services and facilitate customer to interact with organization to submit request, view application and track the status.

Bidder shall comply with secure coding practice such as OWASP (Open Web Application Security Project Guidelines) and necessary security features to be built for securing the site from hacking.

Bidder has to monitor the web site application 24x7 from security threats and ensure its uninterrupted functioning.

Any unwanted security threat or hacking attempt should be taken on high priority and dealt with immediate effect.

Lock HTML source code to protect web pages from unauthorized copy.

Any security breach identified must be informed to Bank immediately and attended instantly to protect interest of the bank and its customer. Selected vendor would be responsible for providing fix to the problem in consultation with bank ’s security team. Any such incidence should be followed by Root Cause Analysis (RCA) and audit of the system.

Successful Bidder to arrange for comprehensive security audit of the site before launch. The audit to also include monitoring setup, its capabilities and preparedness to observe and correct any challenge noticed from inside or outside. The company will also have to get similar audit once in every year and submit the report to bank. The bank will also arrange for an internal/external audit to the entire setup and processes as and when desired. The bidder to extend all possible support to the audit team to examine and update the system to mitigate the observed risk.

Vulnerability Assessment Penetration Testing (VAPT) should be done at least once a year and additionally based on security threat.

Security Audit by Internal as well as External Auditors after UAT is to be carried out by the vendor at its own expenses. Vendor should also allow regular security audit of the system by bank or its authorized agency as per their requirements and the company to ensure rectification of the audit observations as part of maintenance. Any audit/security enhancement proposed by the

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Government or Law enforcing agency should be carried out by the vendor at no cost to the bank.

Add plugins / modules to monitor uptime and check on bot attacks. Alerts and response should work in real time to ensure 100% uptime

Take periodical backup of the site

Build fail safe server mechanism to create replica of live and run this instance in case the live site goes down

Content Management

The Content Management System (CMS) must be simple to install and easy to maintain and operate, should not need high IT knowledge and expertise.

Adding, modifying and deleting information to be easy and integrated with easy to use content management system. CMS to have Multi Lingual Support (initially English and Hindi will be required for domestic sites and English for overseas territories and future scalability for foreign languages).

The website shall have provisions of Content Contributor/Creator, Moderator and Approver System wherein authorized individual from Bank can upload the content on the website pertaining to their Centre/respective domain which after the due approval by the approving authority would be available to the website Manager/Webmaster/Publisher for final uploading onto the website.

CMS system must support non-IT literate users to operate the contents within the overall rules and workflow laid down. This will include creating contents, editing, publishing across all modes including text, video etc.

CMS must support ability to add contents/ delete contents/ change contents globally across all pages on the site or on specific areas of the site.

Movement of approved contents and changes should be automatic/ as per planned and stipulated date and time. Rollbacks should be simple and easy. Workflow must support automation from within including mail/ SMS reminders on due items and actions pending at various levels including appropriate escalations.

CMS should support on demand creation of a "ready to print" copy of the content pages.

Download and upload features to be supported. Display of content in selected order should be supported. Drag, drop, cut and paste options should be easily supported.

Archival of part or whole of the site should be supported with easy restoration capability. Usage statistics, high/low, peak traffic etc. should be supported.

Before updation, CMS to take backup of previous data/version. It should be possible to restore pages and contents from backups or previous versions. Each such updation needs to recorded and audit trail maintained for any future reference.

Application must support contents including: HTML, SMTP, XML, JavaScript's, DHTML, EXCEL, Word, audio, Movie, graphics, Icons, Psd, ppt, etc. The CMS must support future/new formats as they arise in the market. CMS must be compatible for common browser types.

CMS should be able to offer the following built-in facilities: Document Management, Event Calendar, Event Management, FAQ Management, Glossary, Polls, and Syndicated Content (RSS).

CMS should support the Content scheduling web management facilities.

CMS should be able to provide the following performance features: Advanced Caching, Database Replication, Load Balancing, Page Caching etc.

CMS should provide the following security features: Audit Trail, Captcha, Login History, Problem Notification and SSL Support.

CMS should offer the following ease-of-use features: Spell Checker, Glossary

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and Preview Content before publishing, Font type and size should be uniforms across all the pages.

Admins to receive SMS/E-mail alerts immediately in case of any emergency or unauthorized access.

CMS should be scalable and have the option to add other languages/features/modules in future.

CMS must have the facility to offer customize content display (banner, article/product suggestion etc.) based on the past preference/browsing pattern of the user.

Form data should be collected in Database and can be shared with relevant people in various formats such as excel, word. Pdf

Periodical updates to be done for plugins & modules used for the CMS

CMS should have provision to create different type of admins and role management. Super admin should be able to add and delete people.

CMS should allow to create preview pages before publishing it on the site.

There should be 2 instances of the site viz. one for staging and one for production

SEO

Website to be revamped/developed with latest technology and optimized for better Search engine results and it has to have interactive web pages and provision to integrate with social media like Facebook, Twitter, LinkedIn, YouTube, Instagram etc. Sharing of pages / Posting option from website to be available to visitors as per bank ’s requirement. Also add all social media plug-in tools in website i.e. share, like, quote sharing tool, Facebook messenger send button, and Facebook save button, etc. to share few lines/complete text from web page directly in Facebook or any other social media platform post Website should all the time appear within Top 3 listings in search engine. Monthly and Quarterly review will be done by Bank to ensure the same.

Site should also have these common SEO features Crawlable Link Structures, On-Page Optimization, Meta Tags, URL Structures, URL Construction, Canonical and Duplicate Versions of Content, Rich Snippets and Site's Honor. Avoid “black hat” SEO.

Supplement Flash or Java plug-ins with text on the page. Provide a transcript for video and audio content if the words and phrases used are meant to be indexed by the engines.

Social media integration, to be implemented to promote or to market Bank ’s product & service.

Sharing of pages / Posting option from website to be available to visitors. Installation of FB pixels in Website. Sharing of pages/posting option to be available

Tag the visitors with their social media profile along with demographics, area of interest and search. Save this data in our database. Also, include share/follow buttons.

Include visible social media buttons which open our social media pages in new windows. Buttons should be up-to-date.

Integrate Social media plug-ins in each webpage. The location will be dynamic so that can be reviewed in regular intervals.

Website development should include One Time SEO setup to ensure, we don’t lose the Website Rankings in Google India on keywords highlighted by BoB Team i.e. existing traffic to be sustained for the Website.

SEO team will closely work with Development team to ensure we don’t make any Technical Changes pertaining to SEO post new website goes live

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SEO team to follow times-lines shared by Web Development team to go back with SEO related recommendation for the new website during development

Scalability

This is one of the important parameters of this project to have Powerful Admin Panel to allow users to customize theme in an easy and simple way. There should not be any need of coding anything because of the options that are included in the solution to be provided. (Bidder to study existing website, requirements of RFP for work estimates)

Website, CMS, and other modules provided should be scalable with provision to adopt B2B or any other requirement of Bank.

It should have the option of integration with Bank ’s back end systems like RSS feeds E-banking, CRM, CLMS, Contact Centre, Bank’s email, SMS Systems, CIBIL , Mobile app etc. either real time or as required by Bank.

Integration with third party application like tax planner, online IT filing, EMI/Loan calculator etc. and selected external sites of banks, other financial institutions, income tax etc. for smooth access from corporate website.

This is one of the important parameters of this project to have a Powerful Admin Panel to allow users to customize themes in an easy and simple way. There should not be any need of coding anything because of the options that are included in the solution to be provided. (Bidder to study existing website, requirements of RFP for work estimates)

3.2.2 Website Maintenance Operational activities

Successful bidder to deploy resources at bank’s premises in Mumbai 24x7. The resources deployed may be rotated in shifts so as to ensure one resource is always available at bank’s premises. The resources must be well trained to handle all operational activities of all sites. Bank will provide the workstation for the resource.

Quarterly Periodical review and modifications of website layout, homepage, internal pages, images, effects, videos, icons, customer journey, content, response, and other features will be carried out at the end of every quarter. Also, all the updation/up-gradation should be carried out at midnight (or when the traffic on website is lowest) to avoid any inconvenience. Any changes, modifications, updation, up-gradation will be carried out accordingly by the bidder.

Monthly review will be done by Bank, but not limited to, for uptime percentage of website, SEO rankings, website performance, technical difficulties, CMS performance, security etc.

Selected bidder is required to prepare a schedule for maintenance activity and carry them out regularly. Maintenance activity to be carried out at midnight to avoid visitor inconvenience.

Bidder will also be responsible to design product management process / operation Manual as per best practices.

Bidder shall provide post implementation technical support including any new feature, template or device integration e.g. tab / mobile.

Bidder shall also undertake to carry out implementation / operationalization including move, add, and delete changes / customization of such software updates, releases, Version upgrades. Bidder should update and maintain all supplied solutions to correctly reflect actual state of the setup at any point in time during the contract period.

Service Provider to manage and maintain the site during the contract period or frequency as decided by Bank including updating.

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Applications software should be up to date with the latest service pack and patches to protect against attacks.

The discrepancies find during audit should be complied with in 10 days. Implement the regulatory requirement as per need.

The bidder will have to trouble-shoot any problems with the website at a short notice.

The bidder shall be responsible to share SLA adherence and traffic reports with Bank.

The bidder shall provide the escalation matrix in respect of calls that need to be attended for installation/support and maintenance.

Bidder should provide Dash board, customized reports, SLA’s regarding health and maintenance of the site, industry standards including following information at no extra cost but not limited to availability of the Web Site – geographical region wise, response time of the website.

Provide the support for newly developed application within the life cycle. Bidder will have to appoint a dedicated team at their premises for maintenance of website throughout the contract period. The team should include at least one designer, one developer and one project manager who will be the single point of contact for bank throughout the contract period. Any change in the team should be informed to the bank at the earliest.

Some dynamic pages may require more frequent editing/ modifications/ updation etc. Such pages should be identified accordingly and a monthly review will be done for them at the end of every month throughout the contract period. Any changes, modifications, updation, up-gradation will be carried out accordingly by the bidder.

Tender notices, publishing Bank’s results, announcements and any last minute updation should be taken on highest priority and done within 30 minutes after informed.

Bidder shall take steps to prevent unauthorized access to data and contain malicious activities directed at the Bank’s website/dedicated server hosting of Bank ’s website through Internet or otherwise.

Whenever any new threats/vulnerabilities become public, the bidder will take appropriate steps to protect the interests of the Bank so far as it relates to the services covered under this agreement and shall also bring this to the notice of Bank immediately and, wherever required, help/guide Bank in plugging the same.

Once the call is received by the bidder, it will put its maximum efforts and deploy its best resources to resolve all calls at the earliest possible time frame.

The bidder shall be responsible for any act of its employees that may result in security breach of Bank Website.

As the Bank website has to function under the regulations/ recommendations of regulatory authorities such as – Cert-In, GOI, RBI, etc. the service provider will address all issues/ security related threats / vulnerabilities notified to the Bank by these institutions and fix/ resolve them to the satisfaction of these institutions / Bank.

Bidder should be able to launch and maintain vernacular sites at the earliest and as per the SLA stated in this RFP.

Selected Bidder has to provide technical support under the current scope of AMC for new module developed by him during the entire life cycle of contract. If new module developed by some other agency, technical support has to be provided by bidder on mutually agreed payment terms.

Bidder should provide training on Administration & Usage to identified Bank staff on Content Management and Data Restoration at a central location in Mumbai on Bank premises. Venue will be provided by Bank. Fees/ travelling cost/ staying cost of trainers will be borne by the bidder. Study material for

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training should be provided by the bidder at its own cost. SEO & Analytics

The main objective of this is to increase traffic on our website on a continuous and incremental basis. To perform better in search engine listings content should be in HTML text format. Images, Flash files, Java applets, and other non-text content are often ignored or devalued by search engine crawlers.

Selected bidder to design SOP (standard operating procedure), formats/ checks for all webpage categories for SEO.

Changes in existing pages / development of new pages to be done in line with the best SEO practices and proper tags, description etc. must be ensured before taking the page live.

Provide alternative text for images. Suggest content that attracts readers and spiders’ alike. Attract links from influential websites to build authority.

Improve the keywords list on regular basis. Optimization of keywords must be ongoing. Make ad copy more compelling and relevant.

Service provider to periodically review the status of website response to search and ensure it appears high on search throughout the engagement period.

Optimal page load speed as per best industry standards must be ensured for all pages.

The SEO maintenance activities will include the following • Keyword Research & Mapping • Content Optimization Recommendations • Google Search Console Data Analysis • Google Search Console Crawl Error Analysis • Crawling Emulation Of The Website • Content Change Monitoring for Optimized Pages • Site wide Broken Link Monitoring • Analysis & Reporting for Server Side Page Load Errors • Recommendations to Improve Page Load times • Content Duplication Analysis • Optimization of Supplementary Content Page (Interest Rates,

Documents Required, Eligibility etc.) for each product • Directory Submissions • Social Bookmarking Submissions • Article Syndication • PR Submissions • Google Ranking Progress Report • Traffic Analytics Report • Offsite Promotion Report • Optimization of blogs pages • Optimization of City wise pages • Optimization of Vernacular pages • Optimization of Video section, review pages • Optimization of Review Section Pages • Competitor Backlink Analysis (up to 5 competitors) The detailed scope of work can be found in Annexure 1.

Analytics tools/systems/services will be provided by Bank. Bidder to propose/recommend analytics tools/systems/services as per Annexure 15. Bidder to provide two recommendation for each tools/systems/services and may suggest other options if required.

Collect and store visitor data, track the new and repeat visitor along with their preferences, pages visited etc., provide forms to collect leads / feedbacks and integrate with banks CRM/CLMS. Prompt the user with their earlier visits. (Bidder

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to provide bidder agnostic solution for analytics).

Automatic acknowledgement to customers / visitors with unique reference number in respect of all online requests. SMS and mail integration for confirmation/ updating status.

Selected vendor to enable option for Re-Marketing on the basis of visitor’s last search on website.

Details of traffic diverted from portals. Details of visitors by demographic - By average time spent on website, Average time spent on particular webpage, Data about Search / Clicks on our website. Tag all pages. Tags should be inline.

Use cookies intelligently. Disclaimer for the same to be prepared by the successful bidder and displayed on the site after approval from the bank.

Validate data is being captured correctly.

Comprehensive campaign specific data/services viz. Source of leads / traffic, time stamp, time spend, bounce off rate, SMS/mail integration etc.

Some ROI measuring tool should be there. Customer Lifetime Value (CLV) should be calculated.

Heat Map of the web pages should be provided to the bank with suggestions to improve the user experience along with monthly reporting or as needed by Bank.

Service provider to provide analytics of the website use its performance etc. with appropriate analytic tools and provide monthly MIS on various performance parameters, along with suggestions to improve.

Successful bidder needs to submit UI/UX Audit report of the website to improve the overall performance of the site. This monthly report must provide suggestion on the changes / modification based on the findings based on user behavior and analytical evidence.

Ensure required analytics codes are in place on the day website goes live to avoid instances of no-tracking system and data capturing

Development team to ensure all required tools/codes that are currently integrated on the existing website are seamlessly migrated to the new website

All our lead capturing forms and other forms that connect users with us, are being tracked. Ensure we migrate all lead capturing mechanisms are migrated to the new website

Note: - Scope of supply also includes components, materials, accessories required to render the equipment’s and systems offered complete in all respects even though every individual item may not have been specifically mentioned in the RFP. General Scope

Website is to promote and market products and services of the organization (Bank of Baroda).

Basic design templates (Home / Internal Pages) for Regional Rural Banks (RRBs), Bank Subsidiaries including Overseas Subsidiaries and internal websites, micro sites, sub-sites to be designed and provided in line with the revamped / newly developed corporate website.

The Solution implementation shall be considered formally accepted (commissioned and operationalized) after signing off the Acceptance Test Plan (ATP) document jointly by the Bank ’s Project Manager and Project Manager of the successful Bidder.

Successful Bidder will also provide a comprehensive User Acceptance Test (UAT) Plan along with Technical Proposal covering every possible failure/negative scenarios. During Acceptance Test, Bidder shall also demonstrate and provide required documentation for Business Continuity of service in every failure scenarios.

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Bidder will also be responsible to provide necessary documentation such as Project Plan, SRS (Software Requirement Specifications), DSD (Design Specification Document), UAT (User Acceptance Testing), Test Plans, DRP (Data Recovery Plan) & BCP (Business Continuity Plan), Installation / Operational Manual, etc.

Website must be beta tested to bank ’s satisfaction before final go live.

After award of the contract, successful Bidder has to appoint a Project Manager who will be the single point of contact for the Bank throughout the project cycle. Also, Bank will require the Project Manager to be located out of Bank ’s office in Mumbai at least for a period of one month till the website goes live for smooth co-ordination and execution. Replacement of Project Manager should be informed to Bank at the earliest.

Bidder has to provide training to a maximum of ten people as per the requirement at a central location in Mumbai in our premises. Venue for the training will be provided by bank. Training period should not be more than a week. Training must be provided by OEM certified trainers. The cost of travelling/stay for trainers to be borne by bidder. Training to include analytical tools implemented in the site(s)

Bank will provide hosting infrastructure facility with servers. Bidder will host the website on this infrastructure. Should be able to revamp and maintain website of Bank for the period of five years from the date of implementation.

Escalation Matrix to be provided by the successful bidder at the start of the project and should adhere to it during the contract period. Any change in escalation matrix structure or contact person should be informed to concerned Bank Officer immediately.

Evaluate the existing website, understand the process, platform, applications and arrive at the gap (gap analysis).

Migrate the existing pages including content and database after redesign and reformat.

3.3 Service Levels and Uptime Guarantee

For details, please refer to Service Level Definitions for Bank ’s Corporate Website Revamp and Maintenance. Bidder will be responsible for application SLA and not Hosting services which are separately procured by Bank.

Apart from the above, Bidder must also agree to all our terms & conditions mentioned under this RFP unconditionally.

4. Evaluation process The competitive bids shall be opened in two stages:

1. Stage 1 – Eligibility cum Technical Bid 2. Stage 2 – Commercial Bid

4.1 Stage 1 - Eligibility cum Technical Bid

4.1.1 Eligibility Bid Evaluation Eligibility bid will be opened first for all the bidders who had applied to participate in this process. Eligibility criterion for the Bidder to qualify this stage is clearly mentioned in Eligibility Criterion Compliance of this document. Bidders who meet these criteria would only qualify for the technical evaluation. Bidder would also need to provide supporting documents for eligibility proof.

4.1.2 Technical Bid Evaluation

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Technical bids of only those Bidders who qualify in the eligibility criteria will be opened and evaluated. Bidders found ineligible will be disqualified and won’t be allowed to participate in technical evaluation. During evaluation of the Bids, the Bank, at its discretion, may ask the Bidder for clarification in respect of its bid. The request for clarification and the response shall be in writing, and no change in the substance of the bid shall be sought, offered or permitted. Bank reserves the right to accept or reject any tender in whole or in parts without assigning any reason thereof. The decision of the Bank shall be final and binding on all the Bidders to this document and bank will not entertain any correspondence in this regard. Bidder needs to achieve a cutoff technical score of 70 marks out of 100 in this technical evaluation stage to be qualified for commercial bid opening. Only those Bidders who achieve the specified cutoff scores would be short-listed for Commercial Bid Evaluation. Technical Proposal will be evaluated for technical suitability, competence and proposal to meet bank ’s specified requirements. The criteria for evaluation of technical bids are as under:

Sr. No

Criteria Evaluation Parameters Sub

Scores

1

The number of website revamp and implementations completed (In the last 5 years)**

Implementation other than BFSI [Full mark (2) –if criteria are met for 10 or more Institutions. 1 Mark – if the criteria are met for 5 or more Institutions. No Marks – if the criteria are met for less than 5 Institutions

2

Implementation in BFSI [Full marks (5) – if criteria are met for 5 or more Institutions. 4 Marks – if the criteria are met for 4 Institutions. 3 Marks – if the criteria are met for 3 Institutions. 2 Marks – if the criteria are met for 2 Institutions. 1 Marks – if the criteria are met for 1 Institution.]

5

Implementation in Public/Private Sector Banks or its subsidiaries [Full marks (3) – if criteria are met for 3 or more Banks. 2 Marks – if the criteria are met for 2 Banks. 1 Mark – if the criteria are met for 1 Bank.

3

Maximum marks 10

Parameters Max Marks

Quality of content of Presentation viz-a-viz bank’s requirements

5

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2

Product Demonstration / Presentation cum interview

Views on Bank of Baroda Website and suggested measures as per the scope of work for revamping of website in tune with Bank’s tagline – India’s International Bank (following are the points to be included in the presentation): a) Views on Ideal website for our Bank and Proposed Solution for the revamping along with approach – (5 marks) b) Critical analysis of the present site viz-a-viz peer Banks (gap analysis) – (5 marks) c) Proof of Concept presented – (10 marks)

20

35

Portfolio/Clients of bidder in website design, development and digital marketing (Higher marks will be allotted if portfolio/clients include Pvt. Sector Banks/MNC Banks)

5

Any value added services (VAS) that will be provided to the bank other than those mentioned in RFP

5

3

Technical Evaluation as per Technical & Functional Requirements

Demonstration of in-depth understanding of the Bank project requirements through the technical proposal supplemented by Presentation, POC & interactions, references

a. Website Features/Modules (5 marks) b. UI/UX (5 marks) c. Security (5 marks) d. Content Management (5 marks) e. Scalability (5 marks) f. SEO & Digital Marketing (5 marks) g. Website Maintenance (5 marks) h. SEO & Analytics (5 marks) i. General (5 marks)

45

4

Evaluation of work done for clients

Feedback received from clients, Quality of work done, services provided, timelines followed, smooth implementation, after support, professional behavior of bidder, value addition to client, understanding of requirements, service levels followed, on-time delivery, team strength and any other parameter found important at the time of evaluation.

10

TOTAL MARKS

100

** Copies of Work order and client reference to be provided. Credentials and other evaluation criteria will be computed as of RFP closing date (apart from financials which will be considered as of 31-03-2020)

Bank would request the Bidders to present and demonstrate proposed solution which will be evaluated on technical and functional requirement given in the RFP. Further the Bank ’s officials would visit reference sites provided by the Bidder if deemed necessary.

In case there is only one Bidder having technical score of 70 out of 100 or more, the Bank may, at its sole discretion, also consider the next highest technical score and

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qualify such Bidder. In case, none of the participating Bidders qualify on technical criteria and reach or exceed the cut-off score of 70, then the Bank, at its sole discretion, may qualify two Bidders on the basis of the top 2 scores. However, the Bank at its sole discretion may reject the proposal of the Bidder or will not consider Bidder below cutoff marks by relaxing as mentioned above, if in the Bank ’s opinion the Bidder could not present or demonstrate the proposed solution as described in the proposal or in case the responses received from the site visited are negative or the solution does not meet Bank ’s technical / functional requirement.

4.2 Stage 2 - Commercial Bid Evaluation Commercial bids of only those Bidders who qualify in both eligibility and technical evaluation will be opened. The date for opening of the commercial bid would be communicated separately to the technically eligible Bidders. The commercial proposals of short listed bidders shall then be opened and evaluated for completeness. If the commercial quote is incomplete either for not providing quote for all required services, it shall be presumed that the services shall be provided without any additional cost to the Bank. However, bank in its absolute discretion disqualify a bidder whose commercial quote is found to be incomplete. Commercial bids submitted by Bidders will be evaluated based on Total Cost of Ownership (TCO). The key considerations of TCO would be the total payouts by Bank for entire project through the contract period. If it is found at any stage (before or after selection) that there is an arithmetical calculation (addition, subtraction, multiplication or division) mistake, then the final totaled price, notwithstanding the mistake, shall be considered as the offer price for evaluation. However, the price payable shall be the lower of the “correct total” and “incorrect total”.

Example A, if the price quoted is Rs. 3349 for the following scenario :

Service A: Rs. 400/-

Service B: Rs. 599/-

Service C: Rs. 2350/-

Total: Rs. 4939/-

In this example, Rs. 4939/- shall be taken for evaluation. However, the price payable shall be Rs. 3349/- only.

Example B, if the price quoted is Rs.3349 in the following case:

Service A: Rs. 400/-

Service B: Rs. 599/-

Service C: Rs. 2350/- Total: Rs.2939/- In this example, the price taken for evaluation shall be Rs. 2939/- Though the correct total is 3349, the price payable shall be Rs. 2939/- only.

4.3 Selection Criteria The following weightage system shall be incorporated for final selection:

Technical Evaluation will be allotted weightage of 80%

Commercial Evaluation will be allotted weightage of 20%.

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Selection of Highest Point basis (H1):

On the basis of the combined weightage score for the Technical Evaluation and Commercial Evaluation, the bidder obtaining the Highest Final Score (H1) in evaluation process shall be considered as successful bidder. A Final Score’ will be calculated for all the qualified respondents using formula given below:

C – Low (TCO) T Final Score (H) = --------------------------- X C – Wt + ------------- X T – Wt

C (TCO) T – High

C – Low (TCO) - Lowest TCO amongst all respondents C (TCO) - TCO of the respondent T - Technical score of the respondent T – High - Highest Technical Score amongst all respondents C – Wt - Weightage for Commercial Evaluation T – Wt - Weightage for Technical Evaluation

Example: The following is an illustration of the above procedure, keeping the weightage for technical evaluation at 80% and commercial evaluation at 20% and the cut-off score in technical evaluation is kept at 70 out of 100 marks. 5 bidders have applied for bid and all are fulfilling the Eligibility Criteria and hence qualified for technical evaluation. After technical evaluation their “Technical Score” are as under – 1. XYZ LTD. - 88 2. ABC LTD. - 75 3. BCD LTD. - 78 4. CDE LTD. - 69 5. DEF LTD. - 65 Since last 2 bidders didn’t get the minimum cut off score of 70 marks out of 100 in Technical Evaluation their bids are rejected and only first 3 bidders are qualified for Techno-Commercial Evaluation. Their Technical Score and TCO are as under. The following is an illustration of the above procedure, keeping the weightage for technical evaluation at 80% and commercial evaluation at 20%. –

No

Respondent

Technical Score (out of 100)

Total cost of Ownership (TCO) in crores

C-Low (TCO) / C (TCO)

T / T-high

Final Score in percentage (H)

1 XYZ Ltd 88 100 0.83 1.00 96.60

2 ABC Ltd 75 82.5 1.00 0.85 88.00

3 BCD Ltd 78 95 0.87 0.89 88.60

In the above example, XYZ Ltd. will become H1 and Bank will consider XYZ Ltd. as successful bidder. The decision of the Bank shall be final and binding on all the Bidders to this document. Bank reserves the right to accept or reject an offer without assigning any reason whatsoever.

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5. Terms and conditions

5.1 General

5.1.1 General Terms 5.1.1.1 Bank expects the Bidder to adhere to the terms of this RFP document

and would not accept any deviations to the same. 5.1.1.2 Bank expects that the successful Bidder appointed under the RFP

document shall have the single point responsibility for fulfilling all obligations and providing all deliverables and services required by Bank.

5.1.1.3 Unless agreed to specifically by the Bank in writing for any changes to the RFP document issued, any change request by the Bidder would not be incorporated automatically in the tender document.

5.1.1.4 Unless expressly overridden by the specific agreement to be entered into between the Bank and the Bidder, the RFP document shall be the governing document for arrangement between the Bank and the Bidder.

5.1.2 Rules for Responding to this RFP 5.1.2.1 Last date for submission of bids is as stated in the Important RFP Details

Table. 5.1.2.2 All responses received after the due date / time would be considered late

and would be liable for rejection. 5.1.2.3 All responses should be in English language. All responses by the Bidder

to this RFP document shall be binding on such Bidder for a period of 6 months from the date of closing of RFP.

5.1.2.4 All responses including commercial and technical bids would be deemed to be irrevocable offers/proposals from the Bidders and may be accepted by the Bank to form part of final contract between the Bank and the selected Bidder. Bidders are requested to attach a letter from an authorized signatory attesting the veracity of information provided in the responses. Unsigned responses would be treated as incomplete and shall be liable to be rejected.

5.1.2.5 The technical and commercial bid, submitted cannot be withdrawn / modified after the last date for submission of the bids unless specifically permitted by the Bank. In case, due to unavoidable circumstances, the Bank does not award the contract within six months from the last date of the submission of the RFP, and there is a possibility to award the same within a short duration, the Bidder would have the choice to maintain the EMD with the Bank or to withdraw the bid and obtain the security provided.

5.1.2.6 Bidder may modify or withdraw its offer after submission, provided that, the Bank, prior to the RFP closing date and time, receives a written notice of the modification or withdrawal prescribed for submission of offers. No offer can be modified or withdrawn by the Bidder subsequent to the closing date and time for submission of the offers.

5.1.2.7 Bidder is required to quote for all the components/services mentioned in the Scope of Work and all other requirements of this RFP. In case the Bidder does not quote for any of the components/services, the response would be deemed to include the quote for such unquoted components/service. It is mandatory to submit the details in the formats provided along with this document duly filled in, with the offer. Bank reserves the right not to allow / permit changes in the technical specifications and not to evaluate the offer in case of non-submission of the technical details in the required format or partial submission of technical details.

5.1.2.8 Based on Bank’s requirements as listed in this document, the Bidder should identify the best-suited software model, if any required, that would

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meet the Bank’s requirements and quote for the same. In case the Bidder quotes more than one model and they have not specified which particular model quoted by them needs to be considered, then the response would be considered as improper and the whole tender submitted by the Bidder is liable to be rejected. The Bidder is expected to provide only the best option and quote for the same.

5.1.2.9 In the event of any changes observed by the Bank in the payment schedules, the Bank will conform to its payment schedule as specified in the tender document.

5.1.2.10 Bidder must furnish requirements strictly as per the formats provided in the RFP document.

5.1.2.11 In the event the Bidder has not quoted for any mandatory items as required by the Bank and forming a part of the tender document circulated to the Bidders and responded to by the Bidder, the same will be deemed to be provided by the Bidder at no extra cost to the Bank.

5.1.2.12 Bank is not responsible for any assumptions or judgments made by the Bidder for proposing and preparing the response to this RFP. The Bank’s interpretation will be final.

5.1.2.13 Bank ascertains and concludes that everything as mentioned in the tender document circulated to the Bidder and responded by the Bidders have been quoted for by the Bidder, and there will be no extra cost associated with the same in case the Bidder has not quoted for the same.

5.1.2.14 In the event the Bank has not asked for any quotes for alternative prices, and the Bidder furnishes the alternative price in the Bidder’s financial bid, the higher of the prices will be taken for calculating and arriving at the Total Cost of Ownership. However payment by the Bank will be made at the lower price. Bank in this case may also reject the offer outright.

5.1.2.15 In the event optional prices are not quoted by the Bidder, for items where such prices are a must and required to be quoted for, the highest price quoted by any of the participating Bidder will be taken as the costs, for such alternatives and also for arriving at the Total Cost of Ownership for the purpose of evaluation of the Bidder. However, the item has to be supplied by the Bidder free of cost.

5.1.2.16 All out of pocket expenses, traveling, boarding and lodging expenses for the entire life of the contract should be a part of the financial bid submitted by the Bidder to the Bank. No extra costs on account of any items or services or by way of any out of pocket expenses, including travel, boarding and lodging etc. will be payable by the Bank. Bidder cannot take the plea of omitting any charges or costs and later lodge a claim on the Bank for the same.

5.1.2.17 Bidder at no point in time can excuse themselves from any claims by the Bank whatsoever for their deviations in confirming to the termsand conditions, payments schedules etc. as mentioned in the tender document circulated by the Bank. Bidder shall be fully responsible for deviations to the terms & conditions etc. as proposed in the tender document.

5.1.3 Price Bids

5.1.3.1 Bidder is requested to quote in Indian Rupee (INR). Bids in currencies other than INR would not be considered. The date for opening of commercial bids would be communicated separately to the Bidders post the completion of the eligibility and technical evaluation.

5.1.3.2 The prices and other terms offered by Bidders must be firm for an acceptance period of 6 months from the RFP closing date.

5.1.3.3 The prices quoted by the Bidder shall be exclusive of all the taxes which will be paid extra. Octroi / entry tax will be paid on actual production of original receipt. Any delay in installation of the software for whatsoever

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reason should not entail in expiry of insurance and the same should be continued to be extended up-to the date of installation and acceptance of the software and other infrastructure by the Bank. Though the equipment would be at Bank premises, or any location identified by Bank, Bidder shall be responsible for the installation, implementation and acceptance testing. Hence, the Bidder will bear the risk of loss if any, till the ownership has passed to Bank. After testing and final acceptance, the ownership of the software provided, if any, will be transferred to the bank and thereafter, it will be bank’s property. If upon termination of contract between the bank and successful bidder, all the software provided will remain with the bank and the bidder shall have no right to claim any ownership of these items. Bidder will insure the equipment till acceptance testing, and final acceptance. There will be no price escalation for during the contract period and any extension thereof. Bid submitted with an adjustable price quotation will be treated as non-responsive and will be rejected.

5.1.3.4 If the Bidder makes any conditional or vague offers, without conforming to these guidelines, Bank will treat the prices quoted as in conformity with these guidelines and proceed accordingly. Local entry taxes / octroi whichever is applicable, if any, will be paid by the Bank on production of relative invoices / payment receipts / documents. Necessary documentary evidence should be produced for having paid the customs / excise duty, sales tax, if applicable, and or other applicable levies.

5.1.3.5 If any Tax authorities of any state, including, Local authorities like Corporation, Municipality etc. or any Government authority or Statutory or autonomous or such other authority imposes any fine or charge other than all the taxes and if the Bank has to pay the same for any of the items or supplies made here under by the Bidder, for any reason including the delay or failure or inability of the Bidder to make payment for the same, the Bank has to be reimbursed such amounts paid, on being intimated to the Bidder along with the documentary evidence. If the Bidder does not reimburse the amount within a fortnight, the Bank shall adjust the amount out of the payments due to the Bidder from the Bank along with the interest calculated at commercial rate.

5.1.3.6 Payment Terms as indicated in this document are final and binding on the Bidder and no interest will be payable by the Bank on outstanding amounts under any circumstances. If there are any clauses in the Invoice contrary to the terms of the Purchase Contract, the Bidder should give a declaration on the face of the Invoice or by a separate letter explicitly stating as follows “Clauses, if any contained in the Invoice which are contrary to the terms contained in the Purchase Contract will not hold good against the Bank and that the Invoice would be governed by the terms contained in the Contract concluded between the Bank and the Bidder”. Bidder should ensure that the project should not suffer for any reason.

5.1.4 Price Comparisons 5.1.4.1 Bank will consider the Total Cost of Ownership (TCO) for the project

which includes cash outflows for Bank during the project development and implementation and later maintenance for a period of five-years.

5.1.4.2 Bank will compute and compare the total cost of all items, as quoted by the Bidders who have qualified on the eligibility and technical specifications and hence short-listed by the Bank. The Bank will calculate total cost of ownership for the project.

5.1.4.3 While the Bank will summarily reject the solution of a lower configuration than those mentioned in the Technical specifications, the Bank would accept higher configuration after a price evaluation of such higher

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configuration to ensure that there is no adverse price impact, and any advantage of a lower price in such cases is passed on to the Bank. Bidder is not entitled to a longer period for delivery on the pretext of seeking approval from the Bank for a higher configuration or enhancement.

5.1.4.4 Normalization of bids: Bank will go through a process of technical evaluation and normalization of the bids to the extent possible and feasible to ensure that Bidders are more or less on the same technical ground. After the normalization process, if the Bank feels that any of the bids needs to be normalized and that such normalization has a bearing on the price bids; the Bank may at its discretion ask all the technically short-listed Bidders to resubmit the technical bid once again for scrutiny. Bank can repeat this normalization process at every stage of technical submission or till the Bank is satisfied. Bidders agree that they have no reservation or objection to the normalization process and all the technically short listed Bidders will, by responding to this RFP, agree to participate in the normalization process and extend their co- operation to the Bank during this process. Bidders, by submitting the response to this RFP, agree to the process and conditions of the normalization process.

5.1.4.5 Bidder is expected to provide for services which are required to be extended by the Bidder in accordance with the terms and conditions of the contract.

5.1.4.6 Bidder must provide and quote for all products and services as desired by the Bank as mentioned in this RFP. Any products / services not proposed to be provided by the Bidder will result in the proposal being incomplete, which may lead to disqualification of the Bidder.

5.1.4.7 End of Sales / End of support: The Bidder has to ensure that any equipment/services supplied as part of this RFP should not have either reached or announced end of sales on the date of such supply or end of support for at least 5 years from the date of going live.

5.2 Performance Guarantee & Other RFP Requirements

5.2.1 Performance Guarantee 5.2.1.1 The successful Bidder shall provide a Performance Guarantee within 30

days from the date of receipt of the purchase order or signing of the contract whichever is earlier in the format as provided by the Bank to the extent of 10% of the total contract value for the entire period of the contract including warranty obligation plus one year claim period and such other extended period as the Bank may decide for due performance of the project obligations. The guarantee should be of that of a schedule commercial bank , other than Bank of Baroda.

5.2.1.2 In the event of non-performance of obligation or failure to meet terms & conditions of this Tender, the Bank shall be entitled to invoke the performance guarantee without notice or right of demur to the Bidder.

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

5.2.1.4 If the Performance Guarantee is not submitted within the stipulated time, the Bank reserves the right to cancel the order / contract and the earnest money deposit taken from the Bidder, will be forfeited.

5.2.2 Others 5.2.2.1 The solution will be deemed accepted only when all the solutions /

requirement specified in this RFP are in place and in working condition as per Bank ’s requirement.

5.2.2.2 Responses to this RFP should not be construed as an obligation on the

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part of the Bank to award a purchase contract for any services or combination of services. Failure of the Bank to select a Bidder shall not result in any claim whatsoever against the Bank. The Bank reserves the right to reject any or all bids in part or in full, without assigning any reason whatsoever.

5.2.2.3 By submitting a proposal, the Bidder agrees to promptly contract with the Bank for any work awarded to the Bidder. Failure on the part of the awarded Bidder to execute a valid contract with the Bank will relieve the Bank of any obligation to the Bidder, and a different Bidder may be selected based on the selection process.

5.2.2.4 The terms and conditions as specified in the RFP and addendums thereafter are final and binding on all the Bidders. In the event the Bidder is not willing to accept the terms and conditions of the Bank, the Bidder may be disqualified. Any additional or different terms and conditions proposed by the Bidder would be rejected unless expressly assented to in writing by the Bank and accepted by the Bank in writing.

5.2.2.5 Bidder must strictly adhere to the delivery dates or lead times identified in their proposal. Failure to meet these delivery dates, unless it is due to reasons entirely attributable to the Bank, may constitute a material breach of the Bidder’s performance. In the event that the Bank is forced to cancel an awarded contract (relative to this tender document) due to the Bidder’s inability to meet the established delivery dates, that Bidder will be responsible for any re-procurement/ re- selection of bidder costs suffered by the Bank. The liability in such an event could be limited to the differential excess amount spent by the Bank for procuring similar deliverables and services or is limited to 10% on the total purchase order value whichever is higher.

5.2.2.6 Bidder shall represent and acknowledge to the Bank that it possesses necessary experience, expertise and ability to undertake and fulfill its obligations, involved in the performance of the provisions of this RFP. Bidder represents that all software to be supplied, if any, in response to this RFP, shall meet the proposed Bidder’s requirement. If any services, functions or responsibilities not specifically described in this RFP are an inherent, necessary or customary part of the deliverables or services and are required for proper performance or provision of the deliverables or services in accordance with this RFP, they shall be deemed to be included within the scope of the deliverables or services, as if such services, functions or responsibilities were specifically required and described in this RFP and shall be provided by the Bidder at no additional cost to the Bank. The Bidder also acknowledges that the Bank relies on this statement of fact, therefore neither accepting responsibility for, nor relieving the Bidder of responsibility for the performance of all provisions and terms and conditions of this RFP, the Bank expects the Bidder to fulfill all the terms and conditions of this RFP. The modifications, which are accepted by the Bank, shall form a part of the final contract.

5.2.2.7 Bidder shall represent that the software provided, if any, and/or use of the same by the Bank shall not violate or infringe the rights of any third party or the laws or regulations under any governmental or judicial authority. Bidder further represents that the documentation to be provided to the Bank shall contain a complete and accurate description of the software, if any, and other materials and services (as applicable), and shall be prepared and maintained in accordance with the highest industry standards. Bidder represents and agrees to obtain and maintain validity throughout the specified term, of all appropriate registrations permissions and approvals, which are statutorily required to be obtained by the Bidder

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for performance of the obligations of the Bidder. The Bidder further agrees to inform and assist the Bank for procuring any registrations, permissions or approvals, which may at any time during the Contract Period be statutorily required to be obtained by the Bank for availing services from the Bidder.

5.2.2.8 All terms and conditions, payments schedules, time frame for expected service levels as per this tender will remain unchanged unless explicitly communicated by the Bank in writing to the Bidder. Bank shall not be responsible for any judgments made by the Bidder with respect to any aspect of the service. Bidder shall at no point be entitled to excuse themselves from any claims by the Bank whatsoever for their deviations in confirming to the terms and conditions, payments schedules, expected service levels, etc. as mentioned in this tender document.

5.2.2.9 Bank and the Bidder covenants and represents to the other Party the following:

It is duly incorporated, validly existing and in good standing under as per the laws of the state in which such Party is incorporated.

It has the corporate power and authority to enter into Agreements and perform its obligations there under. The execution, delivery and performance of terms and conditions under Agreements by such Party and the performance of its obligations there under are duly authorized and approved by all necessary action and no other action on the part of such Party is necessary to authorize the execution, delivery and performance under an Agreement.

5.2.2.10 The execution, delivery and performance under an Agreement by Bidder:

Will not violate or contravene any provision of its documents of incorporation;

Will not violate or contravene any law, statute, rule, regulation, licensing requirement, order, writ, injunction or decree of any court, governmental instrumentality or other regulatory, governmental or public body, agency or authority by which it is bound or by which any of its properties or assets are bound;

Except to the extent that the same have been duly and properly completed or obtained, will not require any filing with, or permit, consent or approval of or license from, or the giving of any notice to, any court, governmental instrumentality or other regulatory, governmental or public body, agency or authority, joint venture party, or any other entity or person whatsoever;

To the best of its knowledge, after reasonable investigation, no representation or warranty by such Party in this Agreement, and no document furnished or to be furnished to the other Party to this Agreement, or in connection herewith or with the transactions contemplated hereby, contains or will contain any untrue or misleading statement or omits or will omit any fact necessary to make the statements contained herein or therein, in light of the circumstances under which made, not misleading. There have been no events or transactions, or facts or information which has come to, or upon reasonable diligence, should have come to the attention of such Party and which have not been disclosed herein or in a schedule hereto, having a direct impact on the transactions contemplated hereunder.

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5.2.3 Other RFP Requirements 5.2.3.1 This RFP document may undergo change by either additions or deletions

or modifications before the actual award of the contract by the Bank. Bank also reserves the right to change any terms and conditions including eligibility criteria of the tender document and its subsequent addendums as it deems necessary at its sole discretion. Bank will inform all Bidders about changes, if any.

5.2.3.2 Bank may revise any part of the RFP document, by providing a written addendum at stage till the award of the contract. The Bank reserves the right to issue revisions to this tender document at any time before the award date.

5.2.3.3 Bank will not consider any extension of timelines for submission of bids or any other timelines mentioned in the RFP. It is a time specific project and strict adherence to time is expected. However, Bank reserves the right to extend the dates at its sole discretion

5.2.3.4 Bidders shall have the opportunity to clarify doubts pertaining to the RFP document in order to clarify any issues they may have, prior to finalizing their responses. All questions are to be submitted to the Deputy General Manager & In-Charge (Digital Banking Dept.), Bank of Baroda at the address mentioned in Important RFP Details table, and should be received by the RFP co-ordinator in writing, strictly in the format provided, through email before the scheduled date as mentioned. Responses to inquiries and any other corrections and amendments will be distributed to all the Bidders in the form of electronic mail or hardcopy or newspaper journals; the preference for distribution would be with the Bank. The Bidder, who posed the question, will remain anonymous.

5.2.3.5 Preliminary Scrutiny –Bank will scrutinize the offers to determine whether they are complete, whether any errors have been made in the offer, whether required technical documentation has been furnished, whether the documents have been properly signed, and whether items are quoted as per the schedule. Bank may, at its discretion, waive any minor non-conformity or any minor deficiency in an offer. This shall be binding on all Bidders and the Bank reserves the right for such waivers and the Bank ’s decision in the matter will be final.

5.2.3.6 Clarification of Offers – To assist in the scrutiny, evaluation and comparison of offers, the Bank may, at its discretion, ask some or all Bidders for clarification of their offer. Bank has the right to disqualify the Bidder whose clarification is found not suitable to the proposed project.

5.2.3.7 No Commitment to Accept Lowest bid or Any Tender – The Bank shall be under no obligation to accept the lowest price bid or any other offer received in response to this RFP notice and shall be entitled to reject any or all offers including those received late or incomplete offers without assigning any reason whatsoever. Bank reserves the right to make any changes in the terms and conditions of purchase. Bank will not be obliged to meet and have discussions with any Bidder, and / or to listen to any representations unless there is change in the terms and conditions of purchases.

5.2.3.8 Erasures or Alterations – The offers containing erasures or alterations will not be considered. There should be no hand-written material, corrections or alterations in the offer. Technical details must be completely filled up. Correct technical information of the product being offered must be filled in. Filling up of the information using terms such as “OK”, “accepted”, “noted”, “as given in brochure / manual” is not acceptable. Bank may treat the offers not adhering to these guidelines as unacceptable.

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5.2.3.9 Price Discussion – It is absolutely essential for the Bidders to quote the lowest price at the time of making the offer in their own interest. The Bank reserves the right to do price discovery and engage the successful Bidder in discussions on the prices quoted. Bank also reserves the right to enter into price discussions with successful Bidder.

5.2.3.10 Right to Alter Quantities/ requirements – Bank reserves the right to alter the requirements specified in the Tender. Bank also reserves the right to delete one or more items from the list of items specified in the Tender. Bank will inform all Bidders about changes, if any. The Bidder agrees that Bank has no limit on the additions or deletions on the items for the period of the contract. Further the Bidder agrees that the prices quoted by the Bidder would be proportionately adjusted with such additions or deletions in quantities.

5.2.3.11 Sub-Contracting – Engagement of sub-contractor/s by the bidder for fulfillment of any services is not permitted by the Bank for this tender, unless permitted otherwise by Bank in writing to the Bidder. Prior written permission needs to be obtained from the bank in case the Bidder wishes to engage any sub-contractor. Bank will be under no obligation to permit any Bidder for sub-contracting and can reject the request outright. It is clarified that notwithstanding the use of sub contractors by the Bidder, the Bidder shall be solely responsible for performance of all obligations under the tender document irrespective of the failure or inability of the subcontractor chosen by the Bidder to perform its obligations. Bidder shall also have the responsibility for payment of all dues and contributions, as applicable, towards statutory benefits for its employees and sub-contractors.

5.2.3.12 If the Bank is not satisfied with the technical specifications in any bid and observes major deviations, the technical bids of such Bidders will not be short-listed. No further discussions shall be entertained with such Bidders in respect of the subject technical bid.

5.2.3.13 There will be an acceptance test by the Bank or its nominated consultants after installation of the systems if the Bank desires. In case of discrepancy in software supplied, if any, the Bank reserves the right to cancel the entire purchase contract and the Bidder should take back their equipment at their costs and risks. The test will be arranged by the Bidder at the sites in the presence of the officials of the Bank and / or its consultants. In case the acceptance testing is conducted the warranty for the equipments (including software provided, if any, by the Bidder pursuant to this Tender and subsequent Agreement) will commence after acceptance testing. The Confirmation for completion of Installation and Acceptance Test will be given by Bank at the same time and on the single report format.

5.2.3.14 Bidder getting the contracts shall install and configure the solution, procured through this Tender, at locations designated by the Bank or at such Centers as the Bank may deem fit and the changes, if any, in the locations will be intimated to the Bidder.

5.2.3.15 In case of software supplied, the Bidder should ensure that the same is licensed and legally obtained with valid documentation made available to the Bank.

5.2.3.16 Manufacturer’s Authorization – Bidder should furnish a letter from original equipment manufacturer authorizing the Bidder to quote for OEM’s product in response to the RFP from the Bank. The said letter should also offer to extend the required warranty from the OEM in respect of the items stipulated in the RFP

5.2.3.17 Bidder shall perform its obligations under this RFP as an independent contractor. Neither this Tender nor the Bidder’s performance of

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obligations under this Tender shall create an association, partnership, joint venture, or relationship of principal and agent, master and servant, or employer and employee, between the Bank and the Bidder or its employees; and neither Party shall have the right, power or authority (whether expressed or implied) to enter into or assume any duty or obligation on behalf of the other Party.

5.2.3.18 Bidder shall solely be responsible for all payments (including any statutory payments) to its employees and shall ensure that at no time shall its employees, personnel or agents hold themselves out as employees or agents of the Bank, nor seek to be treated as employees of the Bank for any purpose, including claims of entitlement to fringe benefits provided by the Bank, or for any kind of income or benefits. Bidder alone shall file all applicable tax returns for all of its personnel assigned hereunder in a manner consistent with its status as an independent contractor of services; and the Bidder will make all required payments and deposits of taxes in a timely manner.

6. Terms of Reference

6.1 Contract Commitment Bank intends that the contract, which is contemplated herein with the successful Bidder, shall be for a period till successful implementation of the project and for five years thereafter after successful go live / acceptance from bank.

6.2 Delivery Bank ’s Corporate Website Revamp and Maintenance – Project must be implemented as per project scope within a period of 3 months in totality from the date of placing of purchase order by Bank. However Bank would decide and freeze individual milestone with the successful Bidder.

Any deliverable has not been implemented or not operational on account of which the implementation is delayed, will be deemed/treated as non-delivery thereby excluding the Bank from all payment obligations under the terms of this contract.

6.3 Penalties and Liquidated Damages a) Successful Bidder shall be liable to pay penalty of 1% of the total cost of

ownership inclusive of all taxes, duties, levies etc., per week or part thereof, for late implementation beyond due date of final implementation and for delay in not adhering to the time/delivery schedules.

b) If the successful bidder fails to complete the due performance as per this RFP and subsequent Agreement, Bank reserves the right to terminate the contract and recover Liquidated Damages of 10% of total cost of ownership inclusive of all taxes, duties, levies etc.

c) Bidder shall be liable to pay respective Penalty and Liquidated Damages as mentioned in this RFP document.

d) Both the above mentioned Penalty and Liquidated Damages are independent of each other and can be levied separately and concurrently.

e) The Penalty and Liquidated Damages are not applicable in case the delay is for reasons attributable to the Bank and Force Majeure. However, it is the responsibility of the Bidder to prove that the delay is attributed to Bank and Force Majeure. The decision taken by Bank in this regard shall be final and Bidder shall not dispute the same.

f) If the Bidder fails to perform its obligation as per this RFP or subsequent Agreement then Bank reserves the right to get the balance work executed by another Bidder as per choice of Bank and Bidder shall be liable to bear the

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expenditure which Bank may incur for the execution of balance work and its completion.

g) During the maintenance period, any changes, modifications, updations, upgradations, additions, deletions or any other decision taken by the bank at the monthly and quarterly review of our website should be complied by the bidder within 15 days of intimation from the bank, failing which, a penalty of 5% of monthly maintenance charges will be deducted from the payment of subsequent quarter to the bidder. Subsequently, if the bidder still not complies till the next monthly review meeting, then the penalty will be increased to 10% of monthly maintenance charges. This penalty will be subject to an overall cap of 10% of the Monthly Maintenance Charges and thereafter, Bank has the discretion to cancel the contract. In case if there is no pending invoices to be paid by the Bank to the bidder, the bidder has to submit a pay order / cheque payable at Mumbai in favour of Bank of Baroda for the same within 15 days from the notice period from the Bank.

h) All the penalties, charges, liquidated damages or fine imposed on the bidder by the bank for non-compliance of terms & conditions of this document are independent of each other and can be levied separately and concurrently.

6.4 Annual Maintenance Contract (AMC) / ATS (Annual Technical Support) Bidder will enter into an AMC agreement with the bank at the discretion of the Bank, after the expiry of warranty period to support the website for a minimum period of –5- (Five) years at the rate quoted in “Commercial Bid”. The agreed ATS/AMC rate would be applicable for 24x7 support and response time for issue resolution should not be more than 30 min.

6.5 Payment Terms Bidder must accept the payment terms proposed by the Bank. The commercial bid submitted by the Bidders must be in conformity with the payment terms proposed by the Bank. Any deviation from the proposed payment terms would not be accepted. Bank shall have the right to withhold any payment due to the Bidder, in case of delays or defaults on the part of the Bidder. Such withholding of payment shall not amount to a default on the part of the Bank. If any of the items / activities as mentioned in the price bid is not taken up by the bank during the course of the assignment, the bank will not pay the professional fees quoted by the Bidder in the price bid against such activity / item. The payment will be released as follows: For Web Site Designing & Revamping : In three phases1. Phase I (10%) – After signing of the contract agreement between bank and

successful bidder and furnishing of Performance Guarantee. 2. Phase II (65%) – After the successful implementation of project i.e website goes

live. 3. Phase III (25%) – After initial bug fixes and modifications required/occurred after

the implementation of project or three months after the website goes live, whichever is later.

For Maintenance & Modification: Quarterly (in advance) for 5 years upon successful implementation of the project.

There shall be no escalation in the prices once the prices are fixed and agreed to by the Bank and the Bidder. Payment will be released by Corporate Office as per above payment terms on submission of delivery challan and installation report.

Bank will pay invoices within a period of 15 days from the date of receipt of undisputed invoices. Any dispute regarding the invoice will be communicated to the selected Bidder within 15 days from the date of receipt of the invoice. After the dispute is

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resolved, Bank shall make payment within 15 days from the date the dispute stands resolved.

6.6 Compliance with All Applicable Laws Bidder shall undertake to observe, adhere to, abide by, comply with and notify the Bank about all laws in force or as are or as made applicable in future, pertaining to or applicable to them, their business, their employees or their obligations towards them and all purposes of this tender and shall indemnify, keep indemnified, hold harmless, defend and protect the Bank and its employees/officers/staff/personnel/representatives/agents from any failure or omission on its part to do so and against all claims or demands of liability and all consequences that may occur or arise for any default or failure on its part to conform or comply with the above and all other statutory obligations arising there from. Compliance in obtaining approvals/permissions/licenses: The Bidder shall promptly and timely obtain all such consents, permissions, approvals, licenses, etc., as may be necessary or required for any of the purposes of this project or for the conduct of their own business under any applicable Law, Government Regulation/Guidelines and shall keep the same valid and in force during the term of the project, and in the event of any failure or omission to do so, shall indemnify, keep indemnified, hold harmless, defend, protect and fully compensate the Bank and its employees/ officers/ staff/ personnel/ representatives/agents from and against all claims or demands of liability and all consequences that may occur or arise for any default or failure on its part to conform or comply with the above and all other statutory obligations arising there from and the Bank will give notice of any such claim or demand of liability within reasonable time to the Bidder.

6.7 Assignment Bidder agrees that they shall not be entitled to assign any or all of its rights and or obligations under this RFP and subsequent Agreement to any entity including Bidder’s affiliate without prior written consent of the Bank. If the Bank undergoes a merger, amalgamation, takeover, consolidation, reconstruction, change of ownership, etc., this RFP shall be considered to be assigned to the new entity and such an act shall not affect the rights of the Bidder under this RFP.

6.8 Order Cancellation Bank will provide the Bidder a remedy period of 30 days to rectify a default or given situation. The Bank will provide in writing the nature of the default to the Bidder through a letter or mail correspondence. The 30 day time period will commence from the day Bank has sent such correspondence to the Bidder. Bank reserves its right to cancel the order in the event of one or more of the following situations, that are not occasioned due to reasons solely and directly attributable to the Bank alone:

a) Discrepancy in the quality of service / software expected during the implementation, rollout and subsequent maintenance process.

b) Selected Bidder commits a breach of any of the terms and conditions of the tender/contract.

c) Selected Bidder becomes insolvent or goes into liquidation voluntarily or otherwise

d) Failure of the Bidder to make good the situation within remedy period In case of cancellation of order, advance payments for the unaccepted portion of the work made by Bank for such order to the Bidder would necessarily have to be returned to the Bank with interest @ 15% per annum from the date of each such payment. Further the Bidder would be required to compensate the Bank for direct loss incurred by the Bank due to the cancellation of the order and any additional expenditure to be incurred by the Bank to appoint any other Bidder. This is after repaying original amount paid. In case of any claim for refund the products already supplied would be returned to the Bidder. The products for which installation is complete and accepted by Bank will not be subject to return /refund.

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6.9 Indemnity a) Bidder shall indemnify the Bank, and shall always keep indemnified and hold the

Bank, its employees, personnel, officers, directors, (hereinafter collectively referred to as “Personnel”) harmless from and against any and all losses, liabilities, claims, actions, costs and expenses (including attorneys' fees) relating to, resulting directly or indirectly from or in any way arising out of any claim, suit or proceeding brought against the Bank as a result of:

Bank ’s authorized / bona fide use of the Deliverables and /or the Services provided by Bidder under this RFP; and/or an act or omission of the Bidder and/or its employees, agents, sub contractors in performance of the obligations under this RFP; and/or claims made by employees or subcontractors or subcontractors’ employees, who are deployed by the Bidder, against the Bank; and/or

claims arising out of employment, non-payment of remuneration and non- provision of statutory benefits by the Bidder to its employees, its agents, contractors and sub contractors breach of any of the term of this RFP or breach of any representation or false representation or inaccurate statement or assurance or covenant or warranty of the Bidder under this RFP; and/or

any or all Deliverables or Services infringing any patent, trademarks, copyrights or such other Intellectual Property Rights; and/or

breach of confidentiality obligations of the Bidder contained in this RFP; and/or

negligence or gross misconduct attributable to the Bidder or its employees or sub-contractors; and/or

loss of data due to Bidder provided facility; and/or

any deficiency in the services of the Service Provider; and/or

violation of any applicable laws by the successful bidder , its agents, employees, representatives etc.

b) The successful bidder shall protect and save the Bank against all claims, losses, damages, costs, expenses, action suits and other proceedings, resulting from infringement of any patent, trademarks, copyrights etc by the successful bidder and its employee / agents.

c) In the event of successful bidder not fulfilling its obligations under this clause within the period specified in the notice issued, Bank has the right to recover the amounts due to it under this provision from any amount payable to the bidder under this project.

d) The indemnities under this clause are in addition to and without prejudice to the indemnities given elsewhere in this RFP. Bidder shall at its own cost and expenses defend or settle at all point of time any claim against the Bank that the Deliverables and Services delivered or provided under this RFP:

(i) notifies the Bidder in writing as soon as practicable when the Bank becomes aware of the claim; and

(ii) Cooperates with the Bidder in the defense and settlement of the claims. However, (i) the Bidder has sole control of the defense and all related settlement negotiations (ii) the Bank provides the Bidder with the assistance, information and authority reasonably necessary to perform the above and (iii) the Bank does not make any statements or comments or representations about the claim without the prior written consent of the Bidder, except where the Bank is required by any authority/regulator to make a comment / statement / representation. If use of deliverables is prevented by injunction or court order because of any such claim or deliverables is likely to become subject of any such claim then the Bidder, after due inspection and testing and at no additional cost to the Bank, shall forthwith either 1) replace or modify the software / equipment with software /equipment which is functionally equivalent and without affecting the functionality in

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any manner so as to avoid the infringement; or 2) obtain a license for the Bank to continue the use of the software / equipment, as required by the Bank as per the terms and conditions of this Tender and subsequent Agreement and to meet the service levels; or 3) refund to the Bank the amount paid for the infringing software / equipment and bear the incremental costs of procuring a functionally equivalent software / equipment from a third party, provided the option under the sub clause (3) shall be exercised by the Bank in the event of the failure of the Bidder to provide effective remedy under options (1) to (2) within a reasonable period which would not affect the normal functioning of the Bank. Bidder shall not be liable for defects or non-conformance resulting from:

a) Software, interfacing, or supplies for the solution not approved by Bidder; or

b) any change, not made by or on behalf of the Bidder, to some or all of the software/deliverables supplied by the Bidder or modification thereof, provided the infringement is solely on account of that change .

6.10 Inspection of Records All Bidder records with respect to any matters covered by this Tender shall be made available to the Bank or its designees, at any time during normal business hours, as often as the Bank deems necessary, to audit, examine, and make excerpts or transcripts of all relevant data. Said records are subject to examination. The auditors would be permitted to submit their findings to the Bank, which would be used by the Bank. The cost of the audit will be borne by the Bank. The scope of such audit would be limited to Service Levels being covered under the contract, and financial information would be excluded from such inspection, which will be subject to the requirements of statutory and regulatory authorities. Bidder shall allow RBI or person authorized by it to access Bank documents, records or transactions or any other information, given to, stored or processed by Bidder in relations to the services hereunder within reasonable time. Bidder should allow RBI to conduct audits or inspection from its book and accounts with regards to Bank documents by one or more RBI officials or employer or other person duly authorized by RBI.

6.11 Publicity Any publicity by the Bidder in which the name of the Bank is to be used should be done only with the explicit written permission of the Bank.

6.12 Solicitation of Employees Both the parties agree not to hire, solicit, or accept solicitation (either directly, indirectly, or through a third party) for their employees directly involved in this contract during the period of the contract and one year thereafter, except as the parties may agree on a case-by-case basis. The parties agree that for the period of the contract and one year thereafter, neither party will cause or permit any of its directors or employees who have knowledge of the agreement to directly or indirectly solicit for employment the key personnel working on the project contemplated in this proposal except with the written consent of the other party. The Bidder or any of its holding / subsidiary / joint venture / affiliate / group / client companies / or any of their employees / officers / staff / personnel / representatives / agents / shall not under any circumstances be deemed to have any employer – employee relationship with the Bank or any of its employees / officers / staff / representatives / personnel / agents.

6.13 Confidentiality The RFP document is confidential and is not to be disclosed, reproduced, transmitted, or made available by the Recipient to any other person. The RFP document is provided to the Recipient on the basis of the undertaking of confidentiality given by the Recipient to Bank. Bank may update or revise the RFP document or any part of it. The Recipient

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acknowledges that any such revised or amended document is received subject to the same confidentiality undertaking. The Recipient will not disclose or discuss the contents of the RFP document with any officer, employee, consultant, director, agent, or other person associated or affiliated in any way with Bank or any of its customers or suppliers without the prior written consent of Bank. This tender document contains information proprietary to the Bank. Each recipient is entrusted to maintain its confidentiality. It should be disclosed only to those employees involved in preparing the requested responses. The information contained in the tender document may not be reproduced in whole or in part without the express permission of the Bank. Disclosure of any such sensitive information to parties not involved in the supply of contracted services will be treated as breach of trust and could invite legal action. This will also mean termination of the contract and disqualification of the said Bidder. Responses received become the property of the Bank and cannot be returned.

6.14 Force Majeure

a) The Bidder shall not be liable for forfeiture of its performance security, liquidated damages or termination for default, if any to the extent that its delay in performance or other failure to perform its obligations under the contract is the result of an event of Force Majeure.

b) For purposes of this Clause, "Force Majeure" means an event explicitly beyond the reasonable control of the Bidder and not involving the Bidder’s fault or negligence and not foreseeable. Such events may include, Acts of God or of public enemy, acts of Government of India in their sovereign capacity and acts of war.

c) If a Force Majeure situation arises, the Bidder shall promptly notify the Bank in writing of such conditions and the cause thereof within fifteen calendar days. Unless otherwise directed by the Bank in writing, the Bidder shall continue to perform Bidder’s obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event.

d) In such a case, the time for performance shall be extended by a period (s) not less than duration of such delay. If the duration of delay continues beyond a period of three months, the Bank and the Bidder shall hold consultations in an endeavor to find a solution to the problem.

6.15 Variation Bank of Baroda may at any time during the contract require the Bidder to revise the Equipment, Services or Supplies including Completion Date. In an event of such nature, Bank of Baroda will request the Bidder to state in writing the effect such variation will have on the work schedule. Bidder shall furnish these details, in writing, in two weeks from the receipt of such request.

6.16 Resolution of Disputes

a) Bank and the Bidder shall make every effort to resolve amicably, by direct informal negotiation between the respective project directors of the Bank and the Bidder, any disagreement or dispute arising between them under or in connection with the contract.

b) If the Bank Project Director and Bidder Project Director are unable to resolve the dispute after thirty days from the commencement of such informal negotiations, they shall immediately escalate the dispute to the senior authorized personnel designated by the Bidder and Bank respectively.

c) If after thirty days from the commencement of such negotiations between the senior authorized personnel designated by the Bidder and Bank, the Bank and the Bidder have been unable to resolve contractual dispute amicably, either party may require that the dispute be referred for resolution through formal arbitration.

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d) All questions, disputes or differences arising under and out of, or in connection with the contract or carrying out of the work whether during the progress of the work or after the completion and whether before or after the determination, abandonment or breach of the contract shall be referred to arbitration by a sole Arbitrator acceptable to both parties OR the number of arbitrators shall be three, with each side to the dispute being entitled to appoint one arbitrator. The two arbitrators appointed by the parties shall appoint a third arbitrator shall act as the chairman of the proceedings. The award of the Arbitrator shall be final and binding on the parties. The Arbitration and Conciliation Act 1996 or any statutory modification thereof shall apply to the arbitration proceedings and the venue of the arbitration shall be India.

e) If a notice has to be sent to either of the parties following the signing of the contract, it has to be in writing and shall be transmitted either by facsimile transmission or by pre-paid postage or by registered post with acknowledgement due or by a reputed courier service, in the manner as elected by the Party giving such notice. All notices shall be deemed to have been validly given on (i) the business date immediately after the date of transmission with confirmed answer back, if transmitted by facsimile transmission, or (ii) the expiry of five days after posting if sent by registered post with A.D., or (iii) the business date of receipt, if sent by courier.

f) This tender document shall be governed and construed in accordance with the laws of India. The courts of Mumbai alone and no other courts shall be entitled to entertain and try any dispute or matter relating to or arising out of this tender document. Notwithstanding the above, the Bank shall have the right to initiate appropriate proceedings before any court of appropriate jurisdiction, should it find it expedient to do so.

6.17 Bank of Baroda reserves the right to

Reject any and all responses received in response to the RFP

Waive or Change any formalities, irregularities, or inconsistencies in proposal format delivery

Extend the time for submission of the tender

Ask the bidders to re-submit revised technical/commercial bids

Select the most responsive Bidder (in case no Bidder satisfies the eligibility criteria in totality)

Share the information/ clarifications provided in response to tender by any Bidder, with any other Bidder(s) /others, in any form.

Re-negotiate the price and terms of the entire contract with the Bidder at more favorable terms in case such terms are offered in the industry at that time.

Cancel the tender at any stage, without assigning any reason whatsoever

6.18 Corrupt and Fraudulent Practices

a) It is required that Bidders / Suppliers / Contractors observe the highest standard of ethics during the procurement and execution of such contracts in pursuance of this policy:

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

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

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

b) Bank reserves the right to declare a firm ineligible, either indefinitely or for a stated

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period of time, to be awarded a contract if at any time it determines that the firm has engaged in corrupt or fraudulent practices in competing for or in executing the contract.

6.19 Waiver No failure or delay on the part of either party relating to the exercise of any right power privilege or remedy provided under this RFP document or subsequent agreement with the other party shall operate as a waiver of such right power privilege or remedy or as a waiver of any preceding or succeeding breach by the other party nor shall any single or partial exercise of any right power privilege or remedy preclude any other or further exercise of such or any other right power privilege or remedy provided in this RFP document all of which are several and cumulative and are not exclusive of each other or of any other rights or remedies otherwise available to either party at law or in equity.

6.20 Violation of Terms Bank clarifies that the Bank shall be entitled to an injunction, restraining order, right for recovery, suit for specific performance or such other equitable relief as a court of competent jurisdiction may deem necessary or appropriate to restrain the Bidder from committing any violation or enforce the performance of the covenants, obligations and representations contained in this tender document. These injunctive remedies are cumulative and are in addition to any other rights and remedies the Bank may have at law or in equity, including without limitation a right for recovery of any amounts and related costs and a right for damages.

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

6.22 Right to Reject Bids Bank reserves the absolute and unconditional right to reject the response to this RFP if it is not in accordance with its requirements and no correspondence will be entertained by the Bank in the matter. The bid is liable to be rejected if:

It is not in conformity with the instructions mentioned in the RFP document.

It is not accompanied by the requisite Application Money and EMD.

It is not properly or duly signed & stamped.

It is received through fax, email or any other non specified mode.

It is received after expiry of the due date and time.

It is incomplete including non-furnishing the required documents.

It is evasive or contains incorrect information.

There is canvassing/influencing banks evaluation/decision through any means or any kind.

It is submitted anywhere other than the place mentioned in the RFP

6.23 Limitation of Liability

Bidder’s aggregate liability in connection with obligations undertaken as a part of this RFP and subsequent agreements regardless of the form or nature of the action giving rise to such liability (whether in contract, tort or otherwise), shall be at actual. Bidder’s liability in case of claims against the Bank resulting from Willful Misconduct or Gross Negligence of Bidder, its employees and Subcontractors or from infringement of patents, trademarks, copyrights or such other Intellectual Property Rights or breach of

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confidentiality obligations shall be unlimited. Bank shall not be held liable for and is absolved of any responsibility or claim / litigation arising out of the use of any third party software or modules supplied by Bidder as part of procurement under the RFP. In no event shall Bank be liable for any indirect, incidental or consequential damages or liability, under or in connection with or arising out of the procurement under the RFP or the software delivered, if any, there under, howsoever such liability may arise. “Willful Misconduct” means any act or omission of a party which is willfully intended to harm the interests of the other party, provided however, that willful Misconduct does not include ordinary negligence, an error of judgment or mistake of a person. “Gross Negligence” means an indifference to, and a blatant violation of a legal duty with respect to the rights of others, being a conscious and voluntary disregard of the need to use reasonable care, which is likely to cause foreseeable grave injury or harm to persons, property, or both. Gross negligence involves conduct that is extreme, when compared with ordinary negligence. A mere failure to exercise reasonable care shall not be a Gross negligence.

6.24 Grievance Redressal Any Bidder who claims to have a grievance against a decision or action with regards to the provisions of this RFP may file a request to Head – Marketing & Branding (Marketing

Department) on mail id [email protected] . It may please be

noted that the grievance can be filed by only the Bidder who has participated in Procurement proceedings in accordance with the provisions of this RFP.

6.25 Termination of subsequent agreement The Bank shall be entitled to terminate the agreement with the Bidder at any time by giving ninety (90) days prior written notice to the Bidder. The Bank shall be entitled to terminate the agreement at any time by giving notice if: a. Bidder breaches its obligations under the tender document or the subsequent

agreement and if the breach is not cured within 15 days from the date of notice. b. The progress regarding execution of the contract/ services rendered by the

successful bidder is found to be unsatisfactory. c. Supply of sub-standard services in the opinion of Bank. d. If deductions of the penalties exceed 10% of the total contract price. e. If the Bidder (i) has a winding up order made against it; or (ii) has a receiver

appointed over all or substantial assets; or (iii) is or becomes unable to pay its debts as they become due; or (iv) enters into any arrangement or composition with or for the benefit of its creditors; or (v) passes a resolution for its voluntary winding up or dissolution or if it is dissolved.

6.26 Effect of Termination

a) Bidder agrees that it shall not be relieved of its obligations under the reverse transition mechanism notwithstanding the termination of the assignment.

b) Same terms (including payment terms) which were applicable during the term of the contract should be applicable for reverse transition services.

c) The bidder agrees that after completion of the Term or upon earlier termination of the assignment, the Bidder shall, if required by the Bank, continue to provide facility to the Bank at no less favorable terms than those contained in this tender document. In case the Bank wants to continue with the Bidder's facility after the completion of this contract then the Bidder shall offer the same or better terms to the Bank. Unless mutually agreed, the rates shall remain unchanged.

d) Bank shall make such prorated payment for services rendered by the Bidder and accepted by the Bank at the sole discretion of the Bank in the event of termination, provided that the Bidder is in compliance with its obligations till such date. However, no payment for “costs incurred, or irrevocably committed to, up to the effective date of such termination” will be admissible. There shall be no termination compensation


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payable to the Bidder.

e) Termination shall not absolve the liability of the Bank to make payments of undisputed amounts to the Bidder for services rendered till the effective date of termination. Termination shall be without prejudice to any other rights or remedies a party may be entitled to hereunder or at law and shall not affect any accrued rights or liabilities or either party nor the coming into force or continuation in force of any provision hereof which is expressly intended to come into force or continue in force on or after such termination.

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7. Annexures

Annexure 1 - Eligibility cum Technical & Commercial Bid – Checklist

Sr. No.

Section Heading Proforma

Given Complied

(Y/N)

Eligibility Bid

1 Bid Covering Letter Format Annexure 2

2 Eligibility Criteria Compliance Annexure 3

3 Bidder Information Annexure 4

4 Executive Summary Write-up

5 Application Money DD / BC

6 Earnest Money Deposit (Bid Security Form if Bank Guarantee in lieu of EMD is produced)

DD / BC / BG (Annexure 5)

7 Supporting credential letters from clients or copies of documentation from clients or purchase order copies certifying compliance

Annexure 12

8 Relevant Certifications Copy of Certificates

Technical Bid

9 Technical Offer Descriptive Write-up

10 Supporting credential letters from clients or copies of documentation from clients or purchase order copies certifying compliance

Annexure 12

11 Relevant Certifications Copy of Certificates

12 Detailed Methodology for providing solution for Bank ’s Corporate Website Revamp and Maintenance including implementation roadmap, enhancements etc.

Write-Up

13 Functional and Technical Requirements Compliance Report

Annexure 6

14 Track Record and Experience Annexure 7

15 Conformity with Technical Hardcopy Letter Annexure 8

16 One Compact Disk (CD)/Pen drive containing the soft copy of Technical Bid

One CD/pen drive

17 Sample Commercial Bid with masked bid price Annexure 10

18 Undertaking of sub-contracting Annexure 16

19 Undertaking on procurement Annexure 17

Commercial Bid

20 Commercial Bid Covering Letter Format Annexure 9

21 Commercial Bid Details (with commercials)

Annexure 10

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22 Conformity with Commercial Hardcopy Letter Annexure 11

One Compact Disk (CD) )/Pen drive containing the soft copy of Commercial Bid

One CD)/Pen drive

Authorized Signatory Name: Designation: Bidder’s Corporate Name: Address: Email: Phone: Date:

Signature and Seal of Bidder:

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Annexure 2

Bid Covering Letter Format

(This letter should be on the letterhead of the Bidder duly signed & stamped by an authorized signatory)

RFP Reference No. : BCC/MKTG/WEB/112/222 Date:

Head – Marketing & Branding Marketing Department Bank of Baroda Baroda Sun Tower, C-34, G-Block, Bandra-Kurla Complex, Bandra (East), Mumbai - 400 051

Dear Sir, 1. Having examined the Tender Documents including all Annexure and Appendices, the receipt

of which is hereby duly acknowledged, we, the undersigned, offer to Revamp Bank Web Site and its subsequent maintenance as mentioned in the „Request for Proposal’ and the other schedules of requirements and services for your bank in conformity with the said RFP Documents in accordance with the schedule of Prices indicated in the Commercial Bid and made part of this Bid.

2. If our offer is accepted, we undertake to submit the Performance Guarantee as stipulated in

the RFP and sign Service Level Agreement and Non-Disclosure Agreement with the Bank. 3. If our offer is accepted, we undertake to abide unconditionally by all terms and conditions of

this bid and also to comply with the delivery schedule as mentioned in the RFP Document.

4. We confirm that we have not been blacklisted by any Govt. Department/ PSU or Banks or otherwise not involved in any such incident with any concern whatsoever, where the job undertaken/ performed and conduct has been questioned by any authority, which may lead to legal action.

5. We agree to abide by this Tender Offer for 6 months from date of closing of RFP and our Offer shall remain binding on us and may be accepted by the Bank any time before expiry of the offer.

6. This Bid, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us.

7. We undertake that in competing for and if the award is made to us, in executing the subject Contract, we will strictly observe the laws against fraud and corruption in force in India.

8. We certify that we have provided all the information requested by the bank in the format requested for. We also understand that the bank has the exclusive right to reject this offer in case the bank is of the opinion that the required information is not provided or is provided in a different format.

9. We agree to abide by this offer, and the price, valid for 70 months from the date of finalizing

the Bidder, and for such further period as mutually agreed between the Bank and successful Bidder, and agreed to in writing by the Bidder. We also agree to keep the Earnest Money Deposit/Bank Guarantee in lieu of EMD during the entire validity period of the tender. However if we withdraw our offer within the said validity period, you shall have the right to forfeit the EMD/invoke the Bank Guarantee, without reference to us. We agree to abide by and fulfill all terms and conditions of the RFP and in default thereof, to forfeit and pay to you or your successors, or authorized nominees such sums of money as are stipulated in the conditions contained in the RFP together with the return acceptance of the contract.

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9. We confirm that we have not made any changes in the RFP documents, except for filling in appropriate columns.

10. We accept all the Instructions, Terms and Conditions and Scope of Work of the said RFP.

11. We understand that the Bank is not bound to accept the lowest or any offer the Bank may receive without assigning any reason whatsoever.

12. We hereby undertake that the proposed application software to be supplied, if any, will be free

of malware, free of any obvious bugs and free of any covert channels (of the version of the application being delivered as well as any subsequent versions / modifications done).

13. We hereby agree to comply with all the terms and conditions / stipulations as contained in the RFP Document and the related addendums and other documents including the changes made to the original tender documents issued by the Bank. The Bank is not bound by any other extraneous matters or deviations, even if mentioned by us elsewhere either in our proposal or any subsequent deviations sought by us, whether orally or in writing, and the Bank ’s decision not to accept any such extraneous conditions and deviations will be final and binding on us. We also agree that the Bank reserves its right to reject the bid, if the bid is not submitted in proper format as per subject RFP.



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Annexure 3 Eligibility Criteria Compliance

RFP reference No.: BCC/MKTG/WEB/112/222 [Request for Proposal – Bank’s Corporate Websites Revamp and Maintenance]

Interested Bidder / Agency should satisfy the following conditions and submit the support document required as mentioned below

Sr. No.

Description of Eligibility Criteria Support Document

required

Complied (Yes or

No)

A General

1 Bidder is registered as company in India as per Company Act 1956 and should have been in existence for a period of at least 3 years as on issuance date of RFP.

Copy of Certificate of Incorporation should be submitted.

2 Bidder should be preferably having an ISO 9001:2008 certified company with valid certificate (Not Mandatory, Extra mark will be given in technical valuation).

Copy of Certificate to be submitted

3 Bidder should submit a self declaration on its letterhead signed by the authorized signatories and stamp that they have not been debarred by any Government / Statutory / Regulatory / Banks / Insurance Companies / Financial Institutions in the past for any non compliance or malpractices or delay etc.

Bidder in their company’s letter head shall provide undertaking to this effect

4 Bidder should be preferably having CMMI (Capability Maturity Model Integration) Level 5 Certification (Not Mandatory, Extra mark will be given in technical valuation).

Copy of Certificate to be submitted

B Financial

1 Bidder has registered an average turnover of at least Rs. 8 crores per financial year for the last three (3) financial year i.e. 2017-18 & 2018-19, 2019-20 (not inclusive of the turnover of associate companies) as per the audited accounts. (Financial year shall mean an accounting period of 12 months. Figures for an accounting period exceeding 12 months will not be acceptable)

Copy of Audited. Balance Sheet and Profit and Loss account should be submitted along with Schedules.

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2 Bidder has registered net profit (after tax) in the immediate preceding three (3) financial years (not inclusive of associate companies) as per audited accounts. (Financial year shall mean an accounting period of 12 months. Figures for an accounting period exceeding 12 months will not be acceptable).

Copy of Audited. Balance Sheet and Profit and Loss account should be submitted along with Schedules.

C Technical

1 Bidder should have designed, developed and maintained minimum four Interactive, Responsive and Multi lingual (Multi lingual not mandatory but preference will be given) Websites in last five financial years. Certificate of satisfactory service rendered for designing, development and maintenance of the website has to be submitted. Details of websites maintained by your firm along with period served.

List of clients duly supported by copy of Purchase Order / Client Certificate to be submitted

2 Bidder should have experience of at least two websites of BFSI Sector involving designing / development / migration / implementation of guidelines issued by various Regulatory Bodies viz; WCAG 3.0 Guidelines (Level A “or Level AA or Above) / IPV6 Compliant etc. in last five financial years. (Not Mandatory for Guidelines, Extra mark will be given in technical valuation)

List of clients along with the Guidelines implemented duly supported by copy of Purchase Order / Client Certificate to be submitted.

3 Bidder should have developed at least two websites using Content Management System (CMS) and provided SEO/Analytics services in last five financial years. The certificate regarding satisfactory implementation and maintenance of CMS based website is required.

Copy of Client Certificate to be submitted

D Experience & Support Infrastructure

1 Bidder should have experience in Website designing , development , migration, maintenance and customization for minimum period of 3 years

Copy of POs to be submitted

2 Bidder should have Website designing, development, migration, maintenance and customization experience for BFSI / Banks / Insurance Companies / Government Organization / Financial Institutions / Listed Companies in India in the last 5 financial years and having separate technical team for SEO, Analytics, Tool implementation and usage, UI/UX audit and CMS operations on payroll for strategizing, designing, development, maintenance of websites.

Relevant reference letters from the concerned Organizations and bidders letter on company letter head confirming availability of resources for strategizing, design, development and Maintenance, SEO, Analytics, Tool implementation and usage, UI/UX audit and CMS operations of websites on company payroll.

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3 Bidder should have knowledge of implementation of guidelines of various Regulatory institutions like – CERT-In, RBI & Ministry of IT etc. whose recommendations Bank has to comply. (Not Mandatory, Extra mark will be given in technical valuation)

The OEM in their company’s letter head shall provide undertaking to this effect.



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Annexure 4 Bidder Information


Sr. No. Particulars Details

1 General Information

1.1 Company’s Name

1.2 Date of Establishment/ Incorporation

1.3 Nature of Business Activity

1.4 Holding company or parent company (if any)

1.5 Company Address

1.5.1 Registered Office

1.5.2 Corporate Office

1.6

Telephone no. Fax No. E-mail Address Website

1.7 Years in Business of Website Design and Development, SEO, Analytics.

1.8 Key person(s) with designation and contact details

1.9 Single Point of Contact with contact details

2

Financial Information (Bidders will submit Audited Balance Sheets for the past three years)

2.1 Annual Turnover for 2017-18



2.4 Net Profit (after Tax) for 2017-18



3 Staff

3.1 Total number of employees on Payroll

3.2 Total number of employees on Payroll for website strategizing, designing, development and implementation, SEO, Analytics, Tool implementation and usage, UI/UX audit and CMS operations

4

Experience (Last five years only)

(Documentary proof such as work order or letter

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from the client to be furnished)

4.1

Name of Clients worked/working with along with nature of service offered (Only mention those projects which you consider your best work)

4.2

Name of Clients worked/working with for website design, development, implementation, maintenance other than BFSI Sector (Only mention those projects which you consider your best work)

4.3

Name of Clients worked/working with for website design, development, implementation, maintenance of BFSI Sector only (Only mention those projects which you consider your best work)

5 Other Details

5.1

Any certifications obtained by the employees on payroll with respect to website design, development, implementation and maintenance

5.2 Any Certifications obtained by company



[Note: Bidder should provide detailed responses for each of the above items along with documentary proofs.]

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Annexure 5

Bid Security Form

(FORMAT OF BANK GUARANTEE (BG) IN LIEU OF EARNEST MONEY DEPOSIT)


WHEREAS (hereinafter called “the Bidder”) has submitted its bid dated_ (date of submission of bid) for providing software, if any, in response to Bank of Baroda’s Request for Proposal (RFP) No. .

(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 Bank of Baroda (hereinafter called “the Purchaser”) in the sum of for which payment will 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 , 20_ .

THE CONDITIONS of this obligation are:

1. If the Bidder withdraws it’s 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 mutually agreed Contract Form if required; or

(b) Fails or refuses to furnish the Performance Security, in accordance with the Terms and Conditions of the Contract;

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 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 45 days after the period of the bid validity, and any demand in respect thereof should reach the Bank not later than the above date. Notwithstanding any other term contained herein

a) this guarantee shall be valid only up to (Insert Guarantee End Date)

Whereupon it shall automatically expire irrespective of whether the original guarantee is returned

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to the Bank or not; and

b) The total liability of Bank under this guarantee shall be limited to Rs. /- ( Lakhs only).

Place :

SEAL Code No. Signature:

NOTE: 1. BIDDER SHOULD ENSURE THAT THE SEAL & CODE NO. OF THE SIGNATORY IS PUT BY THE BANKERS, BEFORE SUBMISSION OF BG 2. STAMP PAPER IS REQUIRED FOR THE BG ISSUED BY THE BANKS LOCATED IN INDIA.

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Annexure 6

Functional and Technical Requirements Compliance Report (As per the details given in Point 3 and sub-points 3.2.1 & 3.2.2)

Authorized Signatory Name: Signature and Designation: Bidder’s Corporate Name: Seal of Bidder: Address: Email: Phone: Date:

Sr. No. Requirement

Complied (Y/N) Reference

If No, mention the details of particular feature(s) and why

3.2.1 Website Development / Revamp

1 Site Features/Modules

2 UI / UX

3 Security

4 Content Management

5 SEO

6 Scalability

3.2.2 Website Maintenance

1 Operational activities

2 SEO & Analytics

3 General Scope

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Annexure 7

Track Record and Experience

Details of Track Record and Experience in website strategy, design, development, migration, implementation and maintenance:

Sr. No. Name of the Client Contact Person’s Name,

Tel No. and Address Services Provided


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Annexure 8

Conformity with Technical Hard copy Letter


RFP Reference No: BCC/MKTG/WEB/112/222 Date:


Sir,

Sub: Bank ’s Corporate Website Revamp and Maintenance

Further to our technical proposal dated XXXXXXX, in response to the RFP Document issued by Bank of Baroda (“Bank”) we hereby covenant, warrant and confirm as follows:

The soft-copies of the proposal submitted by us in response to the RFP Document and the related addendums and other documents including the changes made to the original tender documents issued by the Bank, conform to and are identical with the hard-copies of aforesaid technical proposal submitted by us, in all respects.

Yours faithfully,


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Annexure 9

Commercial Bid Covering Letter Format


RFP Reference No. : BCC/MKTG/WEB/112/222


Dear Sir, We thank you for providing us an opportunity to participate in the above said RFP. Please find our commercial offer as per ANNEXURE-10 Commercial Bid Details along with this covering letter. We confirm that there would not be any additional cost/component towards implementation and management of websites as required by the bank in this RFP. In case of any additional cost, we agree to bear the cost completely.

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


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Annexure 10 Commercial Bid Details

RFP reference No.: BCC/MKTG/WEB/112/222 [Request for Proposal - Bank ’s Corporate Websites Revamp & Maintenance]

(Amount in Rupees)

Sr. No.

Items

OTC (One Time Cost)

YEAR 1 (7% of OTC)

YEAR 2 (7% of OTC)

YEAR 3 (7% of OTC)

YEAR 4 (7% of OTC)

YEAR 5 (7% of OTC)

TOTAL

AMT AMT AMT AMT AMT AMT

1 End to end Revamping Design, Development, Migration, Implementation of Bank’s Corporate Website

0.00 X X X X X 0.00

2 ATS (Annual Technical Support) / AMC (Annual Maintenance Contract) – Website Maintenance

X 0.00 0.00 0.00 0.00 0.00 0.00

3 End to end Revamping Design, Development, Migration, Implementation of Bank’s Subsidiaries, RRBs, International Subsidiaries etc. (for 150 pages website)

0.00 X X X X X 0.00

4 ATS (Annual Technical Support) / AMC (Annual Maintenance Contract) – Bank’s Subsidiaries, RRBs, International Subsidiaries etc. Website Maintenance

X 0.00 0.00 0.00 0.00 0.00 0.00

5 SEO Activities, Analytics and UI/UX Audits for all sites

X 0.00 0.00 0.00 0.00 0.00 0.00

Total 0.00

Note:

For each of the above items provided the bidder is required to provide the cost for every line item where the bidder has considered the cost.

To be supplied as per RFP requirements provided in the tender.

The Service Charges need to include all services and other requirement as mentioned in the RFP.

The prices quoted by the bidder shall be exclusive of all the taxes which will be paid extra.

AMC for websites of RRBs, Domestic & Overseas Subsidiaries will be at 7% of one time effort cost paid for the particular website.


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Annexure 11

Conformity with Commercial Hard copy Letter


RFP Reference No: BCC/MKTG/WEB/112/222 Date:


Sir, Sub: Bank ’s Corporate Websites Revamp and Maintenance

Further to our commercial proposal dated XXXXXXX, in response to the RFP Document issued by Bank of Baroda (“Bank”) we hereby covenant, warrant and confirm as follows:

The soft-copies of the proposal submitted by us in response to the RFP DOCUMENT and the related addendums and other documents including the changes made to the original tender documents issued by the Bank, conform to and are identical with the hard-copies of aforesaid commercial proposal submitted by us, in all respects.

Yours faithfully,



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Annexure 12

Format of Letter to be obtained from the Clients

(This letter should be on the letterhead of the client duly signed & stamped by an authorized signatory)


Sir, Re: Certificate of Recognition for Website Design & Development, SEO, Analytics, UX/UI audit services.

This is to certify that M/s. ................................................................... [Bidder Company’s Name] had designed, developed, implemented the website for………………………………………… [Client Company’s Name] in the year [Year].

………………………………………..[Bidder Company’s Name] had successfully revamped and migrated the website…………………………………..... [URL of Client’s Website] which included website strategy, design, development, migration, implementation and maintenance.

………………………………………..[Bidder Company’s Name] continue/don’t maintain and support our website now.

We are satisfied with the services rendered by ................................... [Bidder Company’s Name].

For [Client Company’s Name]

[Name of the Authorized Person] [Designation of the Authorized Person]

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Annexure 13

Comments Format

Comments on the Terms & Conditions, Services and Facilities provided: [Please provide your comments on the Terms & conditions in this section. You are requested to categorize your comments under appropriate headings such as those pertaining to the Scope of work, Approach, Work plan, Personnel schedule, Terms & Conditions etc. You are also requested to provide a reference of the page number, state the clarification point and the comment/ suggestion/ deviation that you propose as shown below.]

[Comments should be strictly filled in below format and should be addressed and delivered to respective officials strictly through email as mentioned in Important RFP Details Table]

Name of the Bidder:

Single Point of Contact of Bidder - Name: Mobile No: Landline No.: Email:

Sr. No.

Page #

Point / Section

#

Clarification point as stated in the tender

document

Comment/ Suggestion/ Deviation

1

2

3

4

5

6

7

8

9


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Annexure 14

Authorization Letter Format

(To be presented by the authorized person at the time of Technical/ Commercial Bid Opening on the letter head of Bidder and should be signed by an Authorized Signatory with Name and Seal of the Company)

Date:


Dear Sir, Re: RFP for Bank’s Corporate Website Revamp and Maintenance - RFP (RFP no.) Dated (Date)

This has reference to your above said RFP.

Mr /Miss /Mrs. is hereby authorized to attend the Bid opening of the above RFP on on behalf of our organization.

The specimen signature is attested below:

Specimen Signature of Representative

Signature of Authorizing Authority

Name & Designation of Authorizing Authority

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

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Annexure 15


Dear Sir, Re: RFP for Bank’s Corporate Website Revamp and Maintenance - RFP (RFP no. BCC/MKTG/WEB/112/222) Dated (30.09.2020)

This has reference to your above said RFP. Below given is the list of analytics tools/systems/services recommended by us as a part of our submission.

Tool Recommendation 1 Recommendation 2

Website Traffic Analytics and insights

Heat Map

Push Notification

SEO Tool

A/B Testing

Personalization Tool

(Any others as deem fit by the agency)


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Annexure 16


Dear Sir, Re: Undertaking from bidder for Tenders for Works involving possibility of sub-contracting I/we have read through the terms and conditions of RFP and order no. 6/18/2019-PPD dated 23rd July 2020 issued by Ministry of finance department of expenditure, and I/ we undertake that I/ we shall not subcontract any of assigned work under this engagement without the prior permission of bank. Further we undertake that I/we have read the clause regarding restrictions on procurement from a bidder of a country which shares a land border with India and on sub-contracting to contractors from such countries; I certify that our subcontractor is not from such a country or, if from such a country, has been registered with the Competent Authority and will not sub-contract any work to a contractor from such countries unless such contractor is registered with the Competent Authority. I hereby certify that our subcontractor fulfills all requirements in this regard and is eligible to be considered. [Valid registration by the Competent Authority is attached herewith.]” I/we undertake that we have complied with the order no. 6/18/2019-PPD dated 23rd July 2020 issued by Ministry of finance department of expenditure, If this undertaking given by I/ us is found to be false, this would be a ground for immediate disqualification/ termination of our bidd and further legal action under applicable law.


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Annexure 17


Dear Sir, Re: Undertaking from bidder regarding applicability of restrictions on procurement from a bidder of a country which shares a land border with India Please strike off whichever is not applicable 1. “I/ we have read the clause regarding restrictions on procurement from a bidder of a country which shares a land border with India; I/ we certify that __________ is not from such a country.” 2. “I/ we have read the clause regarding restrictions on procurement from a bidder of a country which shares a land border with India; I/ we certify that __________ is from such a country. I hereby certify that _________ fulfills all requirements in this regard and is eligible to be considered. [Valid registration by the Competent Authority is attached.]” I/we undertake that we have complied with the order no. 6/18/2019-PPD dated 23rd July 2020 issued by Ministry of finance department of expenditure, If this undertaking given by I/ us is found to be false, this would be a ground for immediate disqualification/ termination of our bid and further legal action under applicable law.


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8. Appendices

Appendix 1

Sr. No

Action items Units

1 Keyword research & mapping Main site - 150 Pages & 900 Keywords Other sites - 20 Pages/per site & 120 Keywords

2 Content optimization recommendations

Main site - 150 Pages & 900 Keywords Other sites - 20 Pages/per site & 120 Keywords

3 Google search console data analysis

Monthly

4 Google search console crawl error analysis

Monthly

5 Crawling Emulation Of the Website Up to 20,000 pages of all sites

6 Content Change Monitoring for Optimized Pages

All pages optimized for SEO will be monitored.

7 Sitewide broken link monitoring Up to 20,000 pages will be analyzed of all sites

8 Analysis & Reporting for Server Side Page Load Errors

Up to 20,000 pages will be collected of all sites

9 Recommendations to Improve Page Load times

Up to 20 pages per site per month

10 Content duplication analysis All targeted pages

11 Optimization of Supplementary content page

The no. pages as and when made live

12 Optimization of blogs pages The no. pages as and when made live

13 Optimization of city wise pages The no. pages as and when made live

14 Optimization of vernacular pages The no. pages as and when made live

15 Optimization of video section pages All Video pages including Video landing page as well as individual video page (as and when made live)

16 Optimization of Review Section Pages

All review section pages (as and when made live)

17 Competitor Backlink Analysis 5 Competitors

18 Social bookmarking submissions, social sharing & classifieds submissions

750 Submissions Per Month

19 Article syndication 90 Submissions Per Month.

20 PR submissions 15 Submissions Per Press Release (Up to 5 PR per month i.e. up to 75 submissions per month depending on the availability of PR)

21 Google ranking progress report For no. of Keywords identified in point 1.

22 Traffic analytics report Monthly

23 Offsite promotion reports & weekly reports

Monthly & Weekly

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Appendix 2

Service Level Definitions for Bank’s Corporate Website Revamp and Maintenance

Bidder will have to guarantee a minimum uptime of 99.5% (for the entire site), calculated on a monthly basis. Website/Application availability along with the requisite software (as provided by the bidder if any) will be 99.5% on 24x7x365. The penalty will be calculated as per the details given below.

Uptime percentage - 100% less Downtime Percentage Downtime percentage - Unavailable Time divided by Total Available Time, calculated on a monthly basis. Total Available Time – 24 hrs per day for seven days a week Unavailable Time - Time involved while the application is inoperative or operates inconsistently or erratically.

Uptime Percentage (A)

Penalty Details

A >= 99.5% No penalty

98% =< A < 99.5% 2% of cost of monthly maintenance charges

95% =< A < 98% 5% of cost of monthly maintenance charges

A < 95% Penalty at an incremental rate of 1% (in addition to a base of 5%)

of cost of monthly maintenance charges for every 0.1% lower than the stipulated uptime

The uptime percentage would be calculated on monthly basis and the calculated amount would be adjusted from every subsequent quarter payment. The SLA charges will be subject to an overall cap of 10% of the Monthly Maintenance Charges and thereafter, Bank has the discretion to cancel the contract. In case if there is no pending invoices to be paid by the Bank to the bidder, the bidder has to submit a pay order / cheque payable at Mumbai in favour of Bank of Baroda for the same within 15 days from the notice period from the Bank.

Availability Service Level Default

Availability Service Level will be measured on a monthly basis. A Service Level Default will occur when the bidder fails to meet Minimum uptime

(99.5%), as measured on a monthly basis.

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Appendix 3

Instructions for preparing/submitting Eligibility Bid

Before submitting the Bid, the Bidders should ensure that they conform to the eligibility criteria of the RFP. Only after satisfying themselves of the eligibility, should the Bidders submit the Proposal. Application Money and Earnest Money Deposit should also be included in the eligibility bid itself.

The proposal should be made in an organized, structured, and neat manner. Brochures/leaflets etc. should not be submitted in loose form. All the pages of the submitted bids should be filed and paginated (serially numbered) with seal and signature of the authorized signatory.

The suggested format for submission of eligibility bid document for this RFP is as follows:

a. Index of all the documents submitted with page numbers. b. Bid Covering Letter Format as per Annexure 2.

c. Eligibility Criteria Compliance as per Annexure 3.

d. Bidder Information as per Annexure 4. e. Executive Summary: The Executive Summary should be limited to a maximum of five pages and

should summarize the content of the response. The Executive Summary should initially provide an overview of Bidder's organization and position with regards to website design, development and maintenance services for BFSI Sector. A summary of the Bidder's services that will be provided as a part of this procurement should follow. A brief description of the unique qualifications of the Bidder should then be provided followed by a summary on capabilities such as resources and past experience of providing such services. Information provided in the Executive Summary is to be presented in a clear and concise manner.

f. Application Money -The RFP response without accompanying the Demand Draft / Bankers Cheque towards Application Money are liable to be rejected.

g. Earnest Money Deposit - The RFP response without accompanying the Demand Draft / Bankers Cheque / Bank Guarantee towards EMD are liable to be rejected (Annexure 5).

h. Supporting credential letters from clients or copies of documentation from clients or purchase order copies certifying compliance as per Annexure 12.

i. Copy of Relevant Certifications.

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Appendix 4

Instructions for preparing/submitting Technical Bid

Only Technical Bids of bidders who are found eligible will be opened for technical evaluation. Technical bid must include accurate specifications of every solution that will be procured. Also, a detailed strategy, planning, designing, development, migration, implementation, testing, and maintenance/modification process must be included along with the timelines and deadlines. Gap analysis of current Bank’s website as compared to industry standards and the road forward for revamping it should be suggested. All softwares, CMS, CRM, LMS, and other modules (if any required) to be procured/developed should be detailed with its versions, pros and cons, functionality, compatibility, scalability, updates required in future and any other details to be known.

The Technical Bid should be made in an organized, structured, and neat manner. Brochures/ leaflets etc. should not be submitted in loose form. All the pages of the submitted bids should be filed and paginated (serially numbered) with seal and signature of the authorized signatory.

The suggested format for submission of technical bid document for this RFP is as follows:

a. Index of all the documents submitted with page numbers. b. Complete Technical Offer Descriptive including the technology to be used, CMS, technical

specifications, project schedule and timeline, and all other details to be known. c. Supporting credential letters from clients or copies of documentation from clients or purchase

order copies certifying compliance as per Annexure 12. d. Copies of Relevant Certifications e. A write-up on Detailed Methodology for providing solution for Bank’s Corporate Website

Revamp and Maintenance. f. Functional and Technical Requirements Compliance Report as per Annexure 6. g. Track Record and Experience as per Annexure 7. h. Conformity with Technical Hardcopy Letter as per Annexure 8. i. One Compact Disk (CD) or pendrive containing the soft copy of Technical Bid as per Annexure 9. j. Sample Commercial Bid with masked bid price as per Annexure-10. k. Ownership letter by the bidder. (Undertaking letter by the bidder taking the ownership of the

project execution). l. Undertaking letter by the bidder for providing technical Advisory/Consultancy, service Support

and guidance during contract period. m. Bidder should submit an undertaking letter that they will provide necessary software, if any, with

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

n. Technical Documentation (including product brochures, leaflets, manuals, drawings). o. A detailed list of the other infrastructure required and any other precautions to be undertaken

should be described in detail along with the Technical Proposal.

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Appendix 5

Instructions to be noted while preparing/submitting Commercial Bid

The Commercial Offer should give all relevant price information and should not contradict the Technical Offer in any manner. There should be no hidden costs for items quoted. The offer must be made in Indian Rupees only and the offer should be exclusive of all the taxes which will be paid extra. The Bank is not responsible for the typographical or arithmetical accuracy of the bid. The Bidder will have to ensure all calculations are accurate. The Bank at any point in time for reasons whatsoever is not responsible for any assumptions made by the Bidder. The Bank at a later date will not accept any plea of the bidder or changes in the commercial offer for any such assumptions. The Commercial Bid must contain the Total Cost of Ownership to the Bank for five years including the updates, releases, modifications, upgradations, and any other cost that may be incurred depending on the requirements. Note that the Bank will not pay any extra cost apart from the one proposed in the commercial bid unless stated otherwise.

The Commercial Bid should be made in an organized, structured, and neat manner. Brochures/ leaflets etc, should not be submitted in loose form. All the pages of the submitted bids should be filed and paginated (serially numbered) with seal and signature of the authorized signatory.

The suggested format for submission of commercial bid document for this RFP is as follows:

a. Index of all the documents submitted with page numbers.

b. Commercial Bid Covering Letter as per Annexure-9. c. Commercial Bid Details (with commercials) as per Annexure – 10. d. Conformity with Commercial Hardcopy Letter as per Annexure – 11. e. One Compact Disk (CD) containing the soft copy of Commercial Bid.