rfp for selection of financial institution for open loop ... · pdf fileselection of financial...

Selection of Financial Institution for Providing Smart Card Based Eco System for Unified

City Payments Including Mobility, Recreational and Amusement Areas of SMC, Municipal

Bills, Utility Payments, Retail and Other Payments within Surat City

PART 1 – INSTRUCTIONS TO BIDDERS SECTION AND DRAFT LICENSE AGREEMENT

RFP No.: SSCDL-CityPaymentCard-RFP-01-2016

Last date (deadline) for online Price Bid Submission: 15.12.2016

Last date (deadline) for Technical Bid Submission: 19.12.2016

Invited by

Surat Smart City Development Limited 115, Smart City Cell, Surat Municipal Corporation,

Muglisara, Main Road, Surat – 395003, Gujarat

RFP for Selection of Financial Institution for Open Loop Smart Card Common City Payments System

SURAT SMART CITY DEVELOPMENT LTD. of 78

DISCLAIMER

This RFP is being issued by the Surat Smart City Development Limited (hereunder called

“Authority”/“SSCDL”) for inviting tenders to shortlist Financial Institutions for providing smart card based

eco system for unified city payments including mobility, recreational and amusement areas of SMC,

municipal bills, utility payments, retail and other payments within Surat City.

It is hereby clarified that this RFP is not an agreement and is not an offer or invitation by Authority to any

party hereunder. The purpose of this RFP is to provide the Bidder(s) with information to assist in the

formulation of their proposal submission. This RFP document does not purport to contain all the

information Bidders may require. This RFP document may not be appropriate for all persons, and it is not

possible for Authority to consider particular needs of each Bidder. Each Bidder should conduct its own

investigation and analysis, and should check the accuracy, reliability and completeness of information in

this RFP document and obtain independent advice from appropriate sources. Authority and their advisors

make no representation or warranty and shall incur no liability financial or otherwise under any law, statute,

rules or regulations or otherwise as to the accuracy, reliability or completeness of the RFP document.

The parties to whom this invitation is extended are not mandated under any agreement, made here, to bid.

Responding to this invitation will be their sole commercial decision. Such decision will entail risks,

responsibilities and rewards as described in this RFP. It is deemed that a party /institution choosing to

respond by way of a bid, in general, is accepting them.

Authority may in its absolute discretion, but without being under any obligation to do so, update, amend or

supplement the information in this RFP document.

The Authority reserves the right not to proceed with the selection process at any stage or to change the

process or procedure to be applied in a fair and transparent manner. It also reserves the right to decline to

discuss the process further with any party submitting a proposal/Bid. No reimbursement of cost of any type

shall be paid to persons, entities submitting a bid/proposal.

SSCDL shall not be responsible for any costs or expenses incurred by the Bidders in connection with the

preparation and delivery of bids, including costs and expenses related to visits to the sites. SSCDL reserves

the rights to cancel, terminate, change or modify this procurement process and/or requirements of bidding

stated in the RFP, without assigning any reason or providing any notice and without accepting any liability

for the same.

The Bidders would be selected based on the criteria mentioned in this RFP. Only the Price Proposal of

Qualified Bidders as per RFP terms would be opened. The date of opening of Price Proposal will be

communicated to qualified bidders later.


NOTICE INVITING REQUEST FOR PROPOSAL

Surat Smart City Development Limited (SSCDL)

115, Smart City Cell, Surat Municipal Corporation - Head Quarter,

Muglisara, Main Road, Surat - 395003, Gujarat.

Notice Inviting RFP for Selection of Financial Institution for

Open Loop Smart Card Common City Payments System

[RFP No.: SSCDL-CityPaymentCard-RFP-01-2016]

This RFP Document is being published by the Surat Smart City Development Ltd (SSCDL) for the

selection of financial institution for providing smart card based eco system for unified city

payments including mobility, recreational and amusement areas of SMC, municipal bills, utility

payments, retail and other payments within Surat city.

Bid Fee (Non-refundable) INR 18,000 (Eighteen Thousand Rupees Only) by

Demand Draft or Banker's Cheque

Date of Issue of the Bid Document 22/11/2016

Last date for Submission of Online

Queries

By e-mail to [email protected] on or before

29/11/2016 16:00 hrs

Date, Time and Venue of Pre-Bid

Meeting

01/12/2016 at 12:00 hrs at SMC-HQ, Muglisara, Main

Road, Surat - 395003, Gujarat

Price Bid Submission To be submitted online only on

https://smc.nprocure.com on or before 15/12/2016

up to 18:00 hrs

Technical Bid Submission (in Hard

Copy) Filled-in Technical Bid along

with Bid Fee, EMD, Solvency

Certificate and other documents.

In sealed envelope strictly by RPAD/Postal Speed

Post on or before 19/12/2016 up to 18:00 hrs. to the

ant, Surat Municipal Corporation, Muglisara, Surat –

395003, Gujarat.

Earnest Money Deposit (EMD) INR 20,00,000/- (Rupees Twenty Lakhs only)

RFP Document Availability https://smc.nprocure.com, http://suratsmartcity.com,

https://www.suratmunicipal.gov.in

The right to accept/reject any or all bid(s) received is reserved without assigning any reason

thereof.

General Manager (IT)

Surat Smart City Development Ltd.

RFP for Selection of FI for Open Loop Smart Card Common City Payments System


TABLE OF CONTENTS DISCLAIMER ......................................................................................................................................................................... 2

NOTICE INVITING REQUEST FOR PROPOSAL ................................................................................................. 3

TABLE OF CONTENTS .................................................................................................................................................... 4

DEFINITIONS ....................................................................................................................................................................... 7

A. INTRODUCTION AND BACKGROUND ......................................................................................................... 10

1. INTRODUCTION ................................................................................................................................................ 10

1.1 ABOUT SURAT ................................................................................................................................................ 10

1.2 ABOUT SURAT MUNICIPAL CORPORATION ................................................................................ 10

1.3 ABOUT SURAT SMART CITY DEVELOPMENT LIMITED (SSCDL) ....................................... 11

1.4 INTRODUCTION TO THIS BID PROPOSAL..................................................................................... 11

1.5 VISION FOR CITY PAYMENT CARD ECO SYSTEM ..................................................................... 11

1.6 SCOPE OF WORK .......................................................................................................................................... 12

B. INSTRUCTION TO BIDDERS ............................................................................................................................... 18

2. GENERAL ................................................................................................................................................................ 18

2.1 BID AVAILABILITY & VALIDITY ............................................................................................................. 18

2.2 NUMBER OF PROPOSALS BY BIDDER .............................................................................................. 19

2.3 GOVERNING LAW AND JURISDICTION ........................................................................................... 19

2.4 AUTHORITY’S RIGHT TO ACCEPT AND REJECT ANY PROPOSALS OR ALL

PROPOSALS .............................................................................................................................................................. 19

2.5 EARNEST MONEY DEPOSIT (EMD) ..................................................................................................... 19

2.6 BRIEF DESCRIPTION .................................................................................................................................... 20

2.7 DUE DILIGENCE.............................................................................................................................................. 22

2.8 ACKNOWLEDGEMENT BY BIDDER...................................................................................................... 22

2.9 COST OF BIDDING ....................................................................................................................................... 22

2.10 BID FEE ............................................................................................................................................................. 23

2.11 SCHEDULE OF BIDDING PROCESS .................................................................................................. 23

2.12 TERMS OF LICENSE ................................................................................................................................... 24

2.13 PENALTY .......................................................................................................................................................... 25

3. DOCUMENTS AND PRE-BID CONFERENCE ...................................................................................... 26

3.1 CLARIFICATION TO RFP DOCUMENTS ............................................................................................ 26

3.2 PRE-BID MEETING ........................................................................................................................................ 27

3.3 AMENDMENT OF BIDDING DOCUMENTS ..................................................................................... 27

4. PREPARATION AND SUBMISSION OF PROPOSALS .................................................................... 28



4.1 LANGUAGE OF PROPOSAL ..................................................................................................................... 28

4.2 PROPOSAL CURRENCY .............................................................................................................................. 28

4.3 FORMAT AND SIGNING OF PROPOSAL ......................................................................................... 28

4.4 PROPOSAL SUBMISSION FORMAT & SEALING AND MARKING OF PROPOSALS 29

4.5 PROPOSAL DUE DATE ................................................................................................................................ 30

4.6 LATE PROPOSALS .................................................................................................................................... 31

4.7 MODIFICATION AND WITHDRAWAL OF PROPOSALS........................................................... 31

4.8 FIRM PRICES .................................................................................................................................................... 31

4.9 DOCUMENTS CONSTITUTING BID ..................................................................................................... 31

C. PROPOSAL EVALUATION..................................................................................................................................... 32

5. PRE-QUALIFICATION & EVALUATION CRITERIA .......................................................................... 32

5.1 PRE-QUALIFICATION CRITERIA / BASIC ELIGIBILITY CRITERIA ....................................... 32

5.2 TECHNICAL EVALUATION PARAMETERS ....................................................................................... 33

5.3 EVALUATION OF PRICE PROPOSAL .................................................................................................. 36

6. EVALUATION PROCESS ................................................................................................................................ 38

6.1 OPENING OF TECHNICAL BID/PROPOSAL ................................................................................... 38

6.2 EVALUATION OF TECHNICAL BID/PROPOSAL ........................................................................... 38

6.3 OPENING OF FINANCIAL BID ............................................................................................................... 39

6.4 CLARIFICATION OF BIDS AND REQUEST FOR ADDITIONAL/ MISSING

INFORMATION........................................................................................................................................................ 40

6.5 VERIFICATION AND DISQUALIFICATION....................................................................................... 40

6.6 CONTACTS DURING PROPOSAL EVALUATION .......................................................................... 41

6.7 CORRESPONDENCE WITH BIDDER .................................................................................................... 41

6.8 CONFIDENTIALITY ........................................................................................................................................ 42

7. APPOINTMENT OF SELECTED BIDDER AND SIGNING OF AGREEMENT ........................ 42

7.1 SELECTION OF BIDDER ............................................................................................................................. 42

7.2 NOTIFICATION OF AWARD .................................................................................................................... 42

7.3 SIGNING OF LICENSE AGREEMENT ................................................................................................... 43

7.4 PERFORMANCE GUARANTEE ................................................................................................................ 43

7.5 ANNULMENT OF AWARD ........................................................................................................................ 44

7.6 TAX LIABILITY.................................................................................................................................................. 44

8. MISCELLANEOUS .............................................................................................................................................. 44

8.1 FRAUDULANT AND CORRUPT PRACTICES ................................................................................... 44

8.2 OTHERS ............................................................................................................................................................... 46



D. FORMATS FOR TECHNICAL PROPOSAL ..................................................................................................... 48

Appendix 1: CONTENTS AND FORMATS FOR TECHNICAL PROPOSALS .................................................. 49

Form –1.1 : Covering Letter ................................................................................................................................... 49

Form –1.2 A : Format for Power of Attorney for Signing of the Proposal ........................................... 51

Form –1.2 B : Joint Bidding Agreement ............................................................................................................ 52

Form –1.3 : Format to Share Bidder’s Particulars .......................................................................................... 53

Form –1.4 : Financial Capability Statement ...................................................................................................... 55

Form –1.5 A: Experience Statement .................................................................................................................... 56

Form –1.5 B : Performance Statement ............................................................................................................... 57

Form –1.6 : Project execution Methodology ................................................................................................... 58

Form –1.7 : Format for Proposed Equipment/Solution Data Sheets...................................................... 59

Form –1.8 : Undertaking ......................................................................................................................................... 60

Form –1.9 : Format for Declaration by the bidder for not being Blacklisted / Debarred ............... 61

Form –1.10 : Non-Disclosure Agreement ......................................................................................................... 62

Form –1.11 : List of Subcontractor ...................................................................................................................... 63

Form –1.12 : Check-list for Technical proposal compliance to RFP requirements ........................... 64

Appendix 2: CONTENT AND FORMAT OF PRICE PROPOSAL ....................................................................... 66

Appendix 3: PROFORMA OF BANK GUARANTEE FOR EARNEST MONEY DEPOSIT ............................. 68

Appendix 4: PERFORMANCE GUARANTEE ........................................................................................................... 70

Appendix 5: LICENSE AGREEMENT ......................................................................................................................... 72

Appendix 6: BILL OF QUANTITIES ........................................................................................................................... 75



DEFINITIONS In this RFP, the following word (s), unless repugnant to the context or meaning thereof, shall have

the meaning(s) assigned to them herein below:

1. “SSCDL” or “Authority” means the Surat Smart City Development Limited and shall include its

authorized successors and assigns at all times.

2. “SMC” means Surat Municipal Corporation.

3. “SMC Premises” shall include BRTS Buses, BRTS Terminals, Library, Multilevel & Other Pay and

Park, City Bus, Civic City Centre, Integrated Ward Office, Gardens, Nature Park, Gopitalav, Science

Centre, Water Sports, Auditorium, Aquarium, Amusement Park, Surat Wi-Fi, Swimming Pool,

SMC offices, Mobile Van, SAFAL, Anganwadi, SMC owned Hospitals and Urban Health Centres.

4. “Bid/Proposal” means the proposal submitted by the Bidder(s) in response to this RFP in

accordance with the provisions hereof including Technical Proposal and Price Proposal along

with all other documents forming part and in support thereof as specified in this RFP.

5. “Bidder” means Bank led Consortium responding to the RFP.

6. “Earnest Money Deposit (EMD)” means Security furnished by the Bidder.

7. “Bid Process” means the process of selection of the Successful Bidder through competitive

bidding and includes submission of Proposals, scrutiny and evaluation of such Bids as set forth

in the RFP.

8. “Consortium” shall mean the group of legally constituted entities, who have come together to

participate in captioned project and have agreed to terms and Conditions of Consortium

Agreement as specified in this RFP for design, development, integration, implementation,

operation, maintenance, and management of City Payment Card Project, subject to the terms of

this RFP.

9. “Bus Stop/Bus Station/Bus Terminal” means a place earmarked on the route of buses where

buses stop for a short duration for passengers to board or disembark from the buses.

10. Completion Certificate/GO Live Certificate’ means the certificate issued by the Authority

upon successful installation and demonstration of all functionalities as specified in RFP of

Hardware and Software Units specified in Request Order. The Authority shall issue Go Live

Certificate separately for each Request Order.



11. “Deadline for Submission of Bids/ Proposal” or “Proposal Due Date /Bid Due Date” shall

mean the last date and time for receipt of Bids as set forth in ‘Invitation for Proposal’ of this RFP

or such other date / time as may be decided by SMC in its sole discretion and notified by

dissemination of requisite information.

12. “City Payment Card Project or “Project” refers to the design, development, procurement,

issuance, supply, integration, implementation, operation, maintenance and management of

unified payment and identification mechanism riding on the popularity of contactless card

technology.

13. “Agreement” means the legal agreement including, without limitation, any and all Appendix

thereto, which will be entered into between SSCDL and the Successful Bidder for to develop,

design, engineer, procure, install and maintain the City Payment Card Project during the

Contract Period. The Draft License Agreement is specified in Appendix-6 of this RFP. The terms

of this RFP, along with any subsequent amendments at any stage, shall become part of this

Agreement.

14. “Selected Bidder” shall mean the Bidder who has emerged as preferred bidder in terms of this

RFP and has been issued the Letter of Acceptance (LoA) by SSCDL and awarded the work under

this RFP.

15. “Lead Member” means the consortium member company nominated by all member

companies in case of a Consortium participating in and submitting the Bid who shall be

responsible for execution of the project and to furnish the Earnest Money Deposit and the

Performance Guarantee in case of award of the contract.

16. “Letter of Acceptance” or “LOA” means the letter issued by SSCDL to the Successful Bidder to

undertake and execute the City Payment Card Project in conformity with the terms and

conditions set forth in the RFP and any subsequent amendments thereof.

17. “Lead Time” shall mean the time specified by the Authority available for implementation of the

City Payment Card Project as per the provisions of License Agreement.

18. “Performance Guarantee” shall mean the Bank Guarantee furnished by a successful Bidder for

punctual and due performance of its duties as per terms and conditions of this RFP.

19. “City Payment Card Project implementation” or “Project Implementation” means

successful installation of hardware, software etc. as per the Request Order and Completion

Certificate/Go Live issued thereof by the Authority.

20. “RFP” or “Tender” shall mean this RFP document which comprises of the following sections:

Disclaimer, Instructions to Bidders, Draft License Agreement, Service Level Agreement, Forms of



Bid which include any applicable Appendix thereto and Scope of Services and Technical

Specification specified in Part-2 Scope of Services and Technical Specification Document.

21. Technical Proposal Evaluation Criteria shall have a meaning specified in clause 5.1 of this RFP

Part-1.

Any other term(s), not defined herein above but defined elsewhere in this RFP shall have the

meaning(s) ascribed to such term(s) therein and shall be deemed to have been included in this

Section.



A. INTRODUCTION AND BACKGROUND

1. INTRODUCTION

1.1 ABOUT SURAT

Located in western part of India in the state of Gujarat, Surat is referred as the silk city and the diamond

city. It has the most vibrant present and an equally varied heritage of the past. Surat is also known as

economic capital of Gujarat and is having one of the highest growth rates amongst Asian cities. As

per the Census 2011, it is the eighth largest city in the country with population of 4.48 million. On the

scale of population growth, Surat is the fastest growing city in Asia and holds 4th rank in the world. On

the economic front, Surat holds top most position with highest per house-hold income in the country.

Surat City has consistently maintained high GDP growth rate of 12 to 13% and high per capita income.

The economic base of Surat consists of large chemical and petrochemical and natural gas based

industries at Hazira established by leading industry houses such as ONGC, Reliance, ESSAR, and Shell.

Surat is the biggest centre of MMF (man-made fibre) in India. The overall annual turnover is around 5

billion rupees (approximately USD 82 million). There are over 800 cloth wholesalers in Surat. Surat

produces 9 million meters of fabric annually, which accounts for 60% of the total polyester cloth

production in India. Textile and apparel industries offer major employment in this region. Surat region

is a hub of diamond cutting and polishing industries. The city accounts for 90% of world and 99.9% of

India’s total rough diamond cutting and polishing. It also accounts for 90% of India’s total diamond

export.

Surat has practically zero percent unemployment rate and jobs are easier to get here due to very fast

development of various industries in and around Surat City. Surat continues to be a favourite place

for job seekers as people from all around the country flock in for business and jobs

Surat has also been selected as one of twenty Indian cities (in the first round of selection) to be

developed as a smart city under Smart Cities Mission.

1.2 ABOUT SURAT MUNICIPAL CORPORATION

Surat Municipal Corporation is a local self-government which has come into being under the Bombay

Provincial Municipal Act, 1949. It carries out all the obligatory functions and discretionary functions

entrusted by the BPMC Act, 1949. It became one of the first municipalities of India in 1852 AD, and a

municipal corporation in 1966.

Surat Municipal Corporation (SMC) has responded to the challenges of fastest population growth and

high speed economic development by adopting the best urban management practices. The



administration of SMC with the help of the people and elected members of the city has transformed

Surat to one of the cleanest cities of India. SMC has taken all necessary steps to make the city a better

place to live with all amenities. SMC has taken up many path breaking initiatives and these efforts

have been acknowledged at national and international level.

SMC has introduced a high-quality public transport through BRTS which has improved livability and

contributed to economic development. At present, in Surat city there are 121 city buses & 44 BRTS

buses in operation and work in progress for plying 72 BRTS buses and 575 City Buses within next

quarter. SMC has finalized Master plan for induction of 2000 city buses and 300 BRTS buses, in the

next 3 years. The current combined ridership of BRTS and City Bus is approx. 78,000 per day and is

expected to grow more than 400% as per the master plan.

SMC has prudent and professional financial management. CRISIL has assigned its corporate credit

rating of ‘CCR AA-’ to Surat Municipal Corporation (SMC) as part of mandate under JNNURM. The

rating was the highest for ULB and it reflects SMC’s healthy financial profile and prudent financial

management capability backed by efficient revenue collection. The annual budget for the FY 2016-17

of Surat Municipal Corporation is Rs. 5317 crore.

1.3 ABOUT SURAT SMART CITY DEVELOPMENT LIMITED (SSCDL)

As per the Government of India’s guidelines, Surat Municipal Corporation has formed a separate

Special Purpose Vehicle (SPV) as Surat Smart City Development Ltd. (SSCDL) for the implementation

of projects under the smart city mission for the city of Surat. This SPV shall carry end to end

responsibility for vendor selection, implementation and operationalization of various smart city

projects.

1.4 INTRODUCTION TO THIS BID PROPOSAL

SSSCDL intends to invite proposals through this RFP. The Technical Bid along with EMD & Bid Fee is

to be submitted in hardcopy whereas the Price Bid is to be submitted online on

https://smc.nprocure.com.

1.5 VISION FOR CITY PAYMENT CARD ECO SYSTEM

Surat Municipal Corporation (SMC) has a unique vision to empower residents and visitors of Surat city

to look at a new paradigm of payment and identification. The project which was trialed earlier now is

gaining momentum and under the ‘Smart Cities’ initiative from government of India. The project

named ‘City Payment Card’ is a unified payment and identification mechanism riding on the popularity

https://smc.nprocure.com/



of contactless card technology. It aims to simplify the life for all residents and visitors of the city by

addressing common issues such as lack of proper change while making payments, high queuing times

at public places to access amenities and the need to carry multiple cards for identification, membership

etc.

The Co-branded card itself would be available in two broad categories –Prepaid card and debit / credit

card. The prepaid cards can be non-personalized general cards or personalized cards. Further, there

should be algorithms embedded to ensure targeted benefits for groups such as students, senior

citizens, EWS, SMC employees, tourists or other concession groups as defined by SMC from time to

time. The card once issued would contain all pertinent information related to the cardholder and

permit them to use the card for making payments and establishing identity and membership status at

select facilities along with provision of mobile wallet for cashless electronic transfer and for card to

card transfer. SMC also envisages concepts like cashback and rewards to accelerate the acceptance of

these cards in the city.

To provide the best of services to the residents and visitors, SMC wants to attract the best of talent

from leading financial institutions who have rich experience in running similar initiatives. The

implementation plans hence would be tendered and the party which meets all relevant requirements

with the highest total financial score would be awarded the contract. The parties who respond to the

RFP are expected to manage the entire program end-to-end including supply of manpower, related

equipment including printers, access control gates, etc.

The AFCS for BRTS and City bus has been awarded to NEC Corporation. IBM has been chosen as the

Project Management Consultant (PMC) by SMC for the project.

1.6 SCOPE OF WORK

The brief scope is specified below. Detailed scope is presented in Part 2: Scope of Services and

Technical Specifications Document of this RFP document. It is to be noted that the roles &

responsibility of FI will be inclusive but not limited to the following. The FI will be required to carry

out all activities and perform roles & responsibility to meet the objective of the Open Loop Smart

Card Common City Payment System. It is the responsibility of Bidder to abide by all RBI mandated

guidelines apart from any other government guidelines if any, over and above RFP mentioned terms

and conditions.

1.6.1 Design, Development, Procurement, Issuance, Supply, Integration, and Implementation

of City Payment Card Project

(i) Design, development, procurement, issuance, supply, integration, and implementation of Open

Loop EMV Compliant smart card based citywide common payment solution to following SMC

services:



Services to be Covered Nodal Agency/ Department in SMC

Bus Rapid Transit System (BRTS) BRTS

City Bus Services Traffic

Library Municipal Library

Swimming Pool Housing

Gardens Public Parks and Garden, Zone Office

Nature Park Market

Pay and Park Traffic

City Civic Centre, Integrated Ward Offices,

Mobile Van & Field Payment Collection

Zone Offices

Gopitalav Housing

Science Center Science Center

Hospitals & Urban Health Centers Health

Water Sports Housing

Amusement Park Housing

Aquarium Market

Surat Wi-Fi Information Systems Department

SAFAL Urban Community Development (UCD)

Affordable Housing Scheme Affordable Housing

The above-mentioned services list is indicative and SMC may add/ remove any service to the above

list in future in consultation with the successful bidder.

It is to be noted that SMC has selected a Service Provider for AFCS for BRTS and City Bus

Services separately. The scope of Selected Bidder shall include card based services along with

L2 kernel application development followed by certification of devices by applicable agency

jointly with AFCS service provider.

The scope shall also include all custom clearance, handling, and inland transportation of all

Hardware/Software under this Contract, till the time the equipment is installed at Project site and

all tests completed.

The Bills of quantities required for above services are specified in Appendix 6.

(ii) The City Payment Card project shall comprise the Hardware and Software items specified

hereunder.



Services Hardware

Library (2) - Co – branded personalized cards acting as membership cards

- POS machines with functionality to pay, to map & read

membership details to/from card and to top-up card

Swimming Pools (15) - Co – branded personalized cards acting as membership cards

- POS machines with functionality to pay, to map & read

membership details to/from card and to top-up card

- Turnstile with validator at Entry and Exit gates of “members only”

Pool Area

Gardens

(Botanical Garden, NFI)

- Co – branded Personalized/ Non Personalized cards

- POS machines with functionality to pay

Multi-level Parking &

other Pay & Parks (35)

- Co-branded Personalized/ Non Personalized cards


City Civic Centers (19) - Co – branded Personalized/ Non Personalized cards

- POS machines with functionality to pay, to map & read SMC

domain system info. to/from card and to top-up card

Integrated Ward Office

(80)


- POS machines with functionality to pay, to map & read SMC

domain system info. to/from card and to top-up card

Mobile Van - Co – branded cards


Nature park - Co – branded Personalized/ Non Personalized cards


Science Center - Co – branded Personalized/ Non Personalized cards


Aquarium - Co – branded Personalized/ Non Personalized cards


SMC Offices - Personalized cards for all SMC employees (17,000 approx.) and

Anganwadi

SAFAL - Surat Action for Augmenting Livelihood – Personalized cards for all

service providers in SAFAL to enable online card to card transfer

from service seekers

BRTS - Co-branded cards

- Personalized cards as pass

City Bus Services - Co-branded cards

- Personalized cards as pass

Affordable Housing

Scheme

- Personalized cards for all beneficiaries under affordable housing

scheme



Field Payment Collection - Co – branded Personalized/ Non Personalized cards


Gopitalav, Water Sports,

Amusement Park



Hospitals & UHCs - Co – branded Personalized/ Non Personalized cards


Software across all services

• Card Management System

• Clearing House Solution Software

• Validators/ acquiring terminals software components

• Web portal with Internet Payment Gateway

• Payment Wallet /Mobile App

• Security/Firewall etc.

• Integration with SMC domain systems (where exist) like library management system,

access management system, property tax system, etc.

• Interface/ console to SMC to declare schemes to define charges or concession groups

• Grievance handling and customer support system

The Selected Bidder shall adhere to the detailed Scope of Work, Technical Specifications and

functionalities of each component of City Payment Card Project provided in Part 2 : Scope of

Services and Technical Specification Document of this RFP document.

(iii) Selected Bidder shall at its sole discretion undertake the implementation of City Payment Card

Project at following places outside the SMC frame work.

(a) Utility Payments such as Electricity, etc.

(b) Retail /merchant/Grocery outlets/ Hawkers/ Hotels/ Private Hospitals/ Shops & malls

(c) Other mobility vendors like auto rickshaws/ taxi

(iv) Selected Bidder will be responsible for installation, integration, initialization and startup of the

Hardware and software supplied by it.

(v) Selected Bidder will undertake Card Personalization Task.

(vi) Selected Bidder shall also ensure interoperability of Co-Branded Cards on water sports,

Gopitalav, Amusement Park and outside SMC network using the open standard common

specifications.

1.6.2 Providing Interfacing protocols, APIs of Card Management System, Central Clearing

House and Smart Cards for integration with Transit AFC

(i) Selected Bidder shall provide/share all required APIs and interfacing protocols of Card

Management System, Central Clearing House and Smart Cards to AFC vendor in order to

facilitate integration with Transit AFCS and other domain systems of SMC.



(ii) AFC vendor shall undertake Integration Responsibilities with Selected Bidder’s Card

Management System, Central Clearing House, and Smart Cards whereas Selected Bidder shall

facilitate such integration by providing any support required apart from sharing of required APIs

and Interfacing Protocols.

(iii) Selected Bidder shall establish the real-time connectivity of AFC Data centers/Servers and

domain system servers with Bank’s Central Clearing House Servers /data centers for sending

details/information pertaining to card based transaction.

(iv) Selected Bidder shall have to ensure timely sending of transaction settlement data from its

Central Clearing House servers to AFC vendor’s servers residing in Control Center for

reconciliations of transactions settled. Bank shall undertake complete reconciliation

responsibilities.

(v) Necessary integration with AFCS provider’s mobile app for QR code based tickets.

1.6.3 Providing Interfacing protocols, APIs of Card Management System, Central Clearing

House and Smart Cards for integration with SMC domain systems

(i) Selected Bidder shall provide/share all required APIs and interfacing protocols of Card

Management System, Central Clearing House and Smart Cards to SMC domain system in order

to ensure all non-payment use cases are implemented.

(ii) Selected Bidder shall undertake Integration Responsibilities with SMC and shall facilitate such

integration by providing any support required apart from sharing of required APIs and

Interfacing Protocols.

(iii) Selected Bidder shall establish the real-time connectivity of SMC Data centers/Servers and

domain system servers with Selected Bidder’s Central Clearing House Servers /data centers for

sending details/information pertaining to card based transaction.

(iv) Selected Bidder shall have to ensure timely sending of transaction settlement data from its

Central Clearing House servers to SMC’s data servers for reconciliations of transactions settled.

Selected Bidder shall undertake complete reconciliation responsibilities.

1.6.4 Transaction settlement, Cash Collection and Deposit

(i) Selected Bidder shall undertake complete smart card based and cash based Transaction

settlement and reconciliation responsibilities.

(ii) Selected Bidder shall collect the cash at SMC Premises at the end of the day and/or the amount

received from card based transactions done up to 11:00 PM and deposit into SMC’s Merchant

account on T+2 day (settlement). Where ‘T’ is date on which money collected.

(iii) The Cash Collection timing shall be decided in mutual consultation between the parties based

on requirement of respective department.

(iv) The Cash Collection responsibility/business at SMC Service Points shall be transferred to the

Selected Bidder after successful implementation of City Payment Card Project in all services

including BRTS and City Bus (i.e. integration with AFCS). Up to this point, only City Payment

Card based transaction shall be routed through the Selected Bidder.



(v) For any delay in settlement of daily cash collection/card based transaction to SMC Merchant’s

accounts beyond T+2 days, the Authority reserves the right to deduct the Damages as amount

by charging interest rates of 12% per annum for any additional period for which cash

settlement is delayed.

(vi) Selected Bidder shall undertake reconciliation of cash collected and transaction reported.

Selected Bidder shall have to provide explanation for any discrepancy found.

1.6.5 Establishing Marketing and Channels

(i) Selected Bidder shall set up approx. 1000 card recharging, dispensing and/or municipal bill

payment services through its network of service providers within the city limit. This could be set

up at stores, side stores, grocery stores where users shall avail all card recharging and dispensing

services such that citizens can find a PoS within 500 meters throughout the city limit. The

idea is to spread the availability and thereby maximizing the use of the City Payment Card and

it is expected that these touch points can be availed by citizens at a walkable distance across

the Surat city.

(ii) Setup of web-enabled and mobile-app based, card top-up with payment gateways and other

banking channels.

(iii) Offer mobile wallet for cashless electronic transfer.

(iv) Develop and integrate with existing loyalty programs to maximize the use of City Payment Cards.

1.6.6 Maintenance and Management of Smart Card Eco System during Contract Period

Selected Bidder shall maintain and manage all Hardware and Software forming part of the City

Payment Card Project during the Contract/License Period to ensure the availability of the Smart

Card Eco System in accordance with the provisions of the Scope of Services and Technical

Specification as per RFP, Service Levels specified in RFP and guidelines and specifications as may be

stipulated time to time by the Authority.

1.6.7 Setting up Operation and Maintenance of Central Clearing House and other required

central processing systems at its own locations during License Period

(i) The Selected Bidder shall set up central systems (to install and host the required hardware and

software of central system of City Payment Card Project) at its own locations and carry out

centralized monitoring and supervision of Operation, Maintenance, and Management of City

Payment Card Project during the License Period.

(ii) The scope shall include centralized monitoring and supervision of operation and functionality

of City Payment Card Project components (all hardware and software), handling ticketing related

queries from commuters through help desk/call center, providing detailed MIS reports and

other aspects as specified in RFP.

1.6.8 Ensuring resilience of City Payment Card Project



(i) Selected Bidder shall ensure resilience of City Payment Card Project in case of any stoppages of

failure as per the scope, Technical Specifications and Functionalities specified in RFP.

(ii) Selected Bidder shall ensure smooth functioning of the system and make necessary provisions

for business continuity and uninterrupted functioning of the system.

1.6.9 Customer support to resolve Co-branded smart card users’ queries/issues

(i) Selected Bidder shall establish customer care/call center in Gujarati, English & Hindi to support

over, Phone, Internet for queries pertaining to card issuance, personalization, renewal, refunds,

card not working in Non-transit environment, recharge or deduction related queries, expiry of

cards customer account management and customer support with payment gateway.

(ii) Whereas AFC Service Provider shall resolve the queries pertaining to card not working in transit

system/deduction related queries in transit, the selected bidder to provide necessary support to

AFC service provider.

(iii) Selected Bidder, SMC and AFC Service Provider shall coordinate with each other to resolve the

cards related queries.

1.6.10 Training and handholding support to SMC’s Staff

(i) Selected Bidder shall organize workshop for Senior Management officers of SMC on City

Payment Card Project overview.

(ii) Selected Bidder shall train the staff of the SMC/SMC deployed staff/AFC team for fare collection

operations for SMC services. Such training shall include and not limited to loading, recharging,

card issuance and other activities as directed by the Authority.

B. INSTRUCTION TO BIDDERS

2. GENERAL

2.1 BID AVAILABILITY & VALIDITY

Blank bid documents can be downloaded from the web site https://smc.nprocure.com up to the

date and time mentioned in the Online RFP Notice SSCDL-CityPaymentCard-RFP-01-2016.

The proposal should be valid for acceptance for a minimum period of 180 days from the Bid Due

Date/Bid Submission Date (the “Proposal Validity Period”). If required, Authority may request the

bidder to have it extended for a further period. The request and the responses thereto shall be

made in writing. A Bidder agreeing to the request will not be required or permitted to modify his

Proposal but will be required to extend the validity of his EMD for the period of the extension, and

in compliance with Clause 2.5 in all respects.




2.2 NUMBER OF PROPOSALS BY BIDDER

A bidder cannot be a member of more than one bidding consortium. An individual firm applying as

a single/lead bidder cannot at the same time be the member of any other consortium. No Bidder

shall submit more than one Proposal pursuant to this RFP. If a Bidder submits or participates in

more than one Proposal, such Proposals shall be disqualified.

2.3 GOVERNING LAW AND JURISDICTION

The Bidding Process shall be governed by, and construed in accordance with, the laws of India and

the Courts at Surat shall have exclusive jurisdiction over all disputes arising under, pursuant to

and/or in connection with the Bidding Process.

2.4 AUTHORITY’S RIGHT TO ACCEPT AND REJECT ANY PROPOSALS OR ALL

PROPOSALS

a) Authority reserves the right to accept or reject any Proposal and annul the bidding process/

Proposal Evaluation Process and reject any/all Proposals at any time, without thereby incurring

any liability to the affected bidder or bidders or any obligation to inform the affected bidder or

bidders of the ground for Authority’s action.

b) Without prejudice to the generality of Clause (a), the Authority reserves the right to reject any

Proposal/Bid if:

1) at any time, a material misrepresentation is made or discovered, or

2) The Bidder found to be in indulging in Fraudulent and Corrupt Practices as defined in this

RFP.

3) The Bidder does not provide, within the time specified by the Authority, the supplemental

information sought by the Authority for evaluation of the Proposal.

4) Bidder submitted conditional Proposal/Bid.

c) If such disqualification/ rejection occurs after the Proposals have been opened and the Selected

Bidder as per award criteria gets disqualified / rejected, then the Authority reserves the right to

consider the next best Preferred Bidder, or take any other measure as may be deemed fit in the

sole discretion of the Authority, including annulment of the Selection Process.

2.5 EARNEST MONEY DEPOSIT (EMD)

(a) Earnest Money Deposit (EMD) of amount Rs. 20,00,000 (Rupees Twenty Lakhs only) should

be paid in the form of Demand Draft of any nationalized / scheduled banks, payable at Surat

in the favour of the “Surat Smart City Development Limited”.



OR

50% amount shall be in the form of Demand Draft and 50 % amount shall be in the form of

Bank guarantee of any nationalized / scheduled banks with validity of 180 days beyond the

original validity period for the bid.

(b) Any bid not accompanied with valid Earnest Money Deposit in the acceptable amount, form

and validity period will be summarily rejected by the Authority as being non-responsive and

bids of such Bidder shall not be evaluated further.

(c) No interest will be payable by the Authority on the Earnest Money Deposit.

(d) The EMD of unsuccessful Bidders will be returned by the Authority, without any Interest, as

promptly as possible on acceptance of the Proposal of the Selected Bidder or when the

Authority cancels the Bidding Process.

(e) The Selected Bidder’s EMD will be returned, without any interest, upon the Selected Bidder

signing the Agreement and furnishing the Security Deposit / Performance Guarantee in

accordance with the provision thereof.

(f) The EMD shall be forfeited and appropriated by the Authority as damages without prejudice

to any other right or remedy that may be available to the Authority hereunder or otherwise,

under the following conditions:

i. If a Bidder submits a non-responsive Proposal;

ii. If a Bidder engages in a corrupt practice, fraudulent practice, coercive practice, undesirable

practice, or restrictive practice as specified in Clause 8 of this RFP;

iii. If a Bidder withdraws its Proposal during the Proposal Validity Period as specified in this

RFP and as extended by mutual consent of the respective Bidder(s) and the Authority;

iv. In the case of Successful Bidder, if it fails within the specified time limit –

1) to sign and return the duplicate copy of LOA

2) to sign the Agreement within the time period specified by the Authority.

3) to furnish the Performance Guarantee along with the signed copy of LOA; or

4) In case the Successful Bidder, having signed the Contract, commits any breach thereof

prior to furnishing the Performance Guarantee.

2.6 BRIEF DESCRIPTION

2.6.1 BIDDING PROCESS

(a) The Authority invites proposal through e-tendering process.

(b) Submission of the Technical Bid

The “Technical Bid” shall be put in a large envelop having two separate envelopes containing



Envelope-1: Bid documents, Addenda & Corrigendum if any, duly filled Technical Bid along

with all necessary supporting bid documents including solvency certificate and super scribed

as “Technical Bid”.

Envelope-2: Bid Fee and Earnest Money Deposit (EMD) and shall be super scribed as “Bid Fee

& EMD”

The large envelope / outer envelope containing above envelopes must be sealed and super scribed

and must be sent as under:

Details to be mentioned on sealed envelop

Tender Details

RFP No. SSCDL-CityPaymentCard-RFP-

01-2016

Selection of FI for Open Loop Smart Card

Common City Payments System

Last Submission Date: 19/12/2016

To,

The Chief Accountant,

Surat Municipal Corporation,

Mahanagar Seva Sadan,

Gordhandas Chokhawala Marg,

Muglisara, Surat - 395 003,

Gujarat, INDIA.

The bid documents must be sent strictly by Postal Speed Post or Registered Post AD only so as to

reach on or before 19th December, 2016 up to 18:00 hrs. Bids received in any other manner or mode

(like courier, in person, etc.) will not be considered. SMC won’t be responsible for postal delays.

(c) Submission of the PRICE BID

The price bid must be submitted online on https://smc.nprocure.com. It should not to be sent

physically, if submitted physically the bid shall be rejected.

2.6.2 BID EVALUATION

(a) In a first step, evaluation of Technical Proposal will be carried out as specified in Clause 6.2.

Based on Technical evaluation, the Financial Bids of only Bidders meeting the Responsiveness

Tests and Proposal Qualification criteria as specified in clause 5 and 6.2 shall be opened.

(b) The Bidder is required to quote the percentage (if any) of income generated from the co-

branded card based transactions in SMC Merchant Services such as BRTS, City Bus, Library, City

Civic centers, etc. which Authority shall share with Selected Bidder. The Bidder is expected not

to charge any charges to citizens for card including personalization (except for re-issuance in

case of damaged/ lost card). It is preferred that bidder shall absorb the cost of card




personalization. In case card personalization charges cannot be borne by bidder, same should

be quoted to SSCDL as part of financial bid. The Bidder is expected to share revenue with the

Authority, generated from the cobranded card transactions from non-SMC eco-system. The

bidder need to provide details of Revenue to be shared with SSCDL for seven years along with

NPV calculated using 10% rate of discounting factor as part of financial bid submitted online as

per Appendix-2.

(c) The eligible and qualified Bidder scoring the highest total financial score in financial evaluation

shall be considered the Selected Bidder as per the terms of this RFP.

2.7 DUE DILIGENCE

The Bidders are encouraged to examine and familiarize themselves fully about the nature of

assignment, scope of work, all instructions, forms, terms and conditions of RFP, local conditions and

any other matter considered relevant by them before submitting the Bid by paying a visit to the

site, sending written queries to the Authority, and attending a Pre-Bid meeting.

2.8 ACKNOWLEDGEMENT BY BIDDER

a) It shall be deemed that by submitting the Bid, the Bidder has:

i made a complete and careful examination of the RFP

ii received all relevant information requested from the Authority;

iii accepted the risk of inadequacy, error or mistake in the information provided in the RFP

or furnished by or on behalf of the Authority relating to any of the matters referred to in

Clause 2.6 above; and

iv acknowledged that it does not have a Conflict of Interest

v agreed to be bound by the undertakings provided by it under and in terms hereof.

b) The Authority shall not be liable for any omission, mistake, or error in respect of or any of the

above or on account of any matter or thing arising out of or concerning or relating to the RFP

or the Bidding Process, including any error or mistake therein or in any information or data

given by the Authority.

2.9 COST OF BIDDING

All costs and expenses (whether in terms of time or money) incurred by the bidder in any way

associated with the development, preparation and submission of the Bid and bidder’s participation

in the Bid Process, including but not limited to attendance at meetings, discussions,



demonstrations, etc. and providing any additional information required by Authority, will be borne

entirely and exclusively by the bidder.

2.10 BID FEE

All Bidders have to submit non-refundable Bid Fee of Rs. 18,000 (Rs Eighteen Thousand) by

Demand Draft or Banker's Cheque in favour of the “Surat Smart City Development Limited”

payable at Surat.

2.11 SCHEDULE OF BIDDING PROCESS

The Authority shall endeavor to adhere to the bidding schedule as specified in table below:

Date of Issue of the Bid Document 22nd November, 2016

Last date for Submission of Online

Queries

Bidders shall have to post queries by e-mail to

[email protected] with subject line ‘City Payment

Card Pre-Bid Queries <Bidder Name>’ on or before

29th November 2016, 16:00 hrs.

Date, Time and Venue of Pre-Bid

Meeting

1st December, 2016 at 12:00 hrs.

Pre-Bid Venue: Conference Hall, Surat Municipal

Corporation - Head Quarter, Muglisara, Main Road,

Surat - 395003, Gujarat

Date of SSCDL’s Response to Queries By 7th December, 2016

Price Bid Submission To be submitted online only on

https://smc.nprocure.com on or before 15th

December, 2016 up to 18:00 hrs.

Technical Bid Submission (in Hard

Copy) Filled-in Technical Bid along with

Bid Fee, EMD, Solvency Certificate and

other documents.

In sealed envelope, strictly by RPAD/Postal Speed

Post on or before 19th December, 2016 up to 18:00

hrs. to the

Chief Accountant, Surat Municipal Corporation,

Muglisara, Surat – 395003, Gujarat.

Date, Time and Venue for Opening

of Technical Bid

22nd December, 2016 Time 16:00 hrs.

Surat Municipal Corporation,

Mugalisarai,

Surat-395003, Gujarat

Date, Time and Venue for Opening

of Financial Bid

The technically qualified bidders will be notified with

the date and time of the Financial bid Opening.

Signing of Agreement Within 15 days from the date of issuance of LOA

mailto:[email protected]




2.12 TERMS OF LICENSE

(a) Selected Bidder shall undertake project on Built, Operate and Transfer basis.

(b) Selected Bidder shall invest in City Payment Card Project Infrastructure including all required

hardware and software and also undertake scope of work specified in in RFP during the License

Period.

(c) Selected Bidder shall operate, maintain, and manage the project during the License Period of 7

(seven) years commencing from the date of issuance of Project Acceptance/Go Live Certificate

for first Request Order. Provided in the event of earlier termination of the Contract, this period

shall be ending with the date of termination of the Contract (the “License Period/Contract

Period”).

(d) Authority shall issue separate Request Order specifying the quantities of Hardware to be

commissioned along with Project Site/SMC Premises for different services. For instance, separate

Request Order for different SMC services such as Library, Swimming Pool, City Civic Centers, etc.

shall be issued. For hardware units, over and above BoQ in Appendix 6 if requested in Request

Order, Authority shall pay/ adjust the charges of such devices based on charges specified in

detailed breakup by the bidder. Such request shall be in writing specifying number of hardware

units and locations in which it is to be supplied and implemented (“Request Order”). Request

Order shall be implemented within the Lead Time specified in Draft License Agreement.

(e) Authority shall provide the Selected Bidder with the access to the site and the necessary ground

level infrastructure such as space and electricity for the Selected Bidder’s equipment deployment

in Authority’s premises.

(f) The Bidder is required to quote the percentage (if any) of income generated from the co-

branded card based transactions in SMC Merchant Services such as BRTS, City Bus, Library, City

Civic centers, etc. which Authority shall share with Selected Bidder as per the Appendix-2

Financial Bid submitted online.

(g) The Bidder is expected not to charge any charges to citizens for card including personalization

(except for re-issuance in case of damaged/ lost card). It is preferred that bidder shall absorb

the cost of card personalization. In case card personalization charges cannot be borne by bidder,

same should be quoted to SSCDL as part of financial bid as per the Appendix-2 submitted online.

It is to be noted that the bidder cannot charge for card personalization any amount/any

additional amount other than the one mentioned in Appendix-2.

(h) The Bidder is expected to share revenue with the Authority, generated from the cobranded card

transactions from non-SMC eco-system. The bidder need to provide details of Revenue to be



shared with SSCDL for seven years along with NPV calculated using 10% rate of discounting

factor as part of financial bid as per Appendix-2 submitted online.

(i) The eligible and qualified Bidder scoring the highest total financial score shall be considered the

Selected Bidder as per the terms of this RFP.

(j) The payment to the Selected Bidder shall start after the issuance of Project Acceptance

Certificate. It is clarified that Payment of only those services shall start for which Smart Card Eco

system is implemented. For example, Payment for the card based transaction in Library shall

start only upon implementation of Smart Card Eco system in Library. Such Payment shall be

made on Monthly basis.

(k) The Revenue sharing by selected bidder to the Authority shall start from year 1 from the date

of signing of the agreement.

(l) Selected Bidder shall bear defect liability for its goods and services. It shall be free from defects

in the design, engineering, Materials, and workmanship that prevent the System and/or any of

its components from fulfilling the Technical and Functional Requirements specified in RFP.

Defect Liability Period for Hardware and software is 7 years.

(m) At the end of the License Period or earlier Termination of Contract due to Selected Bidder Event

of Default, the Selected Bidder shall transfer ownership of all Hardware, database, Standard third

party software Licenses, source code, APIs, customized software developed for City Payment

Card Project except its proprietary Hardware and Software to Authority at no cost to Authority.

(n) In case of Termination due to Selected Bidder’s Event of Default, the Authority shall have right;

(i) To forfeit the Performance Guarantee in full.

(ii) To appoint another Bidder.

In such case, the Selected Bidder shall not be obliged to pay any further share of gross revenue

generated from Non-SMC Merchant.

(o) Performance and fulfillment of its roles & responsibilities and obligations as per the provisions

specified in Draft License Agreement.

2.13 PENALTY

(a) In case of failure to complete the job in assigned time, a penalty would be imposed at the rate

of 0.02% per day for each day delay subject to maximum of 10% of the consideration of

Contract. In case of delay due to some genuine rationale, the GM (IT) of SSCDL may extend the

time limit if the same is requested in writing.

(b) In case the overall support of the bidder to the SSDCL is not found sufficient or satisfactory, the

same will also amount to failure and attract a penalty generally up to 10% of the consideration

of Contract. The penalty will be proportionate to the time period for which the support is not

found to be sufficient or satisfactory.



(c) In case the bidder fails to deliver service as depicted in the scope of work, penalty will be

imposed generally up to 10% of the consideration of contract depending upon the nature of

failure or the short-fall.

(d) In case the bidder fails to be compliant with SLAs and KPIs requirements at regular intervals as

mentioned in Section 4 of RFP Part-2, penalty will be imposed generally up to 10% of the

consideration of contract depending upon the nature of failure or the short-fall.

(e) The decision of CEO/Chairman of SSCDL will be final and binding in case of the percentage of

penalty to be applied, imposed in all the above cases to the bidder.

(f) In case of continued failure or short-falls from the established standard, the contract shall be

terminated and no payments will be made nor will any damages be paid to the bidder besides

forfeiting Security Deposit.

Note: Consideration of Contract to be derived based on the (rates and quantity specified in

the Appendix 6: BOQ) + (Appendix 2: NPV).

3. DOCUMENTS AND PRE-BID CONFERENCE

3.1 CLARIFICATION TO RFP DOCUMENTS

a) Bidders requiring any clarification on the RFP may notify the Authority in writing through email

at the address provided in Schedule of Bidding Process, Clause 2.11. They should send in their

queries on or before the date mentioned in the Schedule of Bidding Process specified in

Schedule of Bidding Process, Clause 2.11, in order to enable Authority to have adequate notice

of the said queries so that the same may be addressed at the Pre-Bid Meeting. The Authority

shall endeavour to respond to the queries at short span of time prior to Bid/Proposal Due Date.

The responses to queries will be sent to Bidders by the Authority.

The queries must be submitted in the following format only:

Request for Clarification

Name and Address of the

Organization submitting

query

Name and Position of

Person submitting

query

Contact Details of the

Organization / Authorized

Representative

Tel:

Mobile:

Fax:

Email:

Sr.

No

RFP Reference(s)

(Section, Page)

Content of RFP

requiring clarification

Points of clarification

required



b) The Authority shall endeavour to respond to the questions raised or clarifications sought by

the Bidders. However, the Authority reserves the right not to respond to any question or

provide any clarification, in its sole discretion, and nothing in this Clause shall be taken or read

as compelling or requiring the Authority to respond to any question or to provide any

clarification.

c) The Authority may also on its own motion, if deemed necessary, issue interpretations and

clarifications and amendment to all Bidders. All clarifications and interpretations issued by the

Authority shall be deemed to be part of the Bidding Documents. Verbal clarifications and

information given by Authority or its employees or representatives shall not in any way or

manner be binding on the Authority.

3.2 PRE-BID MEETING

a) A pre-bid meeting would be held at time and an address specified in Schedule of Bidding

Process, Clause 2.11. Bidders shall bear their own cost of attending any pre-bid conference.

b) During the course of pre-bid conference(s), the Bidders will be free to seek clarifications and

make suggestions for consideration of the Authority. The Authority shall endeavour to provide

clarifications and such further information as it may, in its sole discretion, consider appropriate

for facilitating a fair, transparent, and competitive Bidding Process.

c) Clarifications/responses would be shared by emailing the responses to Shortlisted Bidders as

per clause 3.1.

d) Non-attendance at the pre-bid conference shall not be a cause for disqualification of a Bidder.

However, terms and conditions of the Addendum(s) shall be legally binding on all the Bidders

irrespective of their attendance at the Pre-Bid Conference.

3.3 AMENDMENT OF BIDDING DOCUMENTS

a) At any time prior to the Proposal/Bid Due Date, the Authority may, for any reason, whether at

its own initiative or in response to clarifications requested by a Bidder, modify the RFP by the

issuance of Addenda/corrigendum. The same will form the part of the original bid documents

and shall override any contradicting effects in the original bid papers.

b) Any Addendum/Corrigendum issued hereunder will be made available on

https://smc.nprocure.com.




4. PREPARATION AND SUBMISSION OF PROPOSALS

4.1 LANGUAGE OF PROPOSAL

The proposals prepared by the bidder shall be in the English language. The related correspondence

and supporting documents in language other than English/Hindi/Gujarati must have its English

translation (which is to be duly attested by the bidder). For purposes of interpretation and

evaluation of the Proposal, the English translation shall govern.

4.2 PROPOSAL CURRENCY

Prices shall be expressed in Indian Rupees only.

4.3 FORMAT AND SIGNING OF PROPOSAL

a) The Bidder shall provide all the information sought under this RFP. The Authority will evaluate

only those Proposals that are received in the required formats and complete in all respects.

The Bidder shall prepare and submit the Technical Bid (together with originals/ copies of

Documents required to be submitted along therewith pursuant to this RFP) along with the EMD

and Bid Fee as per clause 4.4 (A).

The Price Bid must be submitted online. In case, the Price Bid is submitted physically which

leads to revelation of prices before the due date of opening of the Price Bid, the bid will be

disqualified.

b) The Technical Proposal and shall be typed or written in indelible ink and signed by the

authorized signatory of the Bidder who shall also initial each page, preferably in blue ink and

the signature of the authorized signatory shall bind the Bidder to the contract. In case of printed

and published documents, only the cover shall be initialed. All the alterations, omissions,

additions, or any other amendments made to the Proposal shall be initialed by the person(s)

signing the Proposal. Each page of the Proposal must be numbered at the right-hand top

corner.

c) The Proposal must be properly signed by the authorized signatory (the “Authorized Signatory”)

as the Bidder holding the power of Attorney. If possible, such Power of Attorney shall be

supported by a Board Resolution in favour of the person vesting power to the person signing the

Bid.



4.4 PROPOSAL SUBMISSION FORMAT & SEALING AND MARKING OF

PROPOSALS

a) The original of the EMD of the required value and in approved format as specified in clause 2.5

shall be sealed separately in an envelope on which the following shall be super scribed:

“Envelope 1 – EMD for RFP No.: SSCDL-CityPaymentCard-RFP-01-2016”

b) The Technical Proposal shall be sealed separately in an envelope on which the following shall

be super scribed:

“Envelope 2 – Technical Proposal for RFP No.: SSCDL-CityPaymentCard-RFP-01-2016”

The documents of Technical Proposal shall be as per the Appendix 1 of this RFP and should

comprise of all documents required to be submitted as per the said Appendix 1 respective Forms

1.1 to 1.12. The check list of Technical Proposal presented below:

Check list for documents - Technical Proposal

Sr.

No.

Appendix Particulars

1 DD/Banker’s Cheque of Rs. 18,000/- as Bid Fee (in separate envelop)

2 Appendix 1

Form -1.1

Covering Letter signed by authorized signatory of Bidder.

Constituent documents such as MOA, AOA, Certificate of

Incorporation, Partnership Deed, Service Tax Registration etc.

3 Appendix 1

Form -1.2 A

Authorization of signatory in the form of Board Resolution/ or Power of

Attorney (POA notarized and Applicable in case of bid not being signed by

the person directly authorized by the firm), as applicable.

4 Appendix 1

Form -1.2 B

Joint Bidding Agreement on Requisite Stamp Paper in case Bidder is a

Consortium

5 Appendix 1

Form –1.3

Particulars of the Bidders (in the formats given subsequently)

6 Appendix 1

Form –1.4

Financial Capability statement

7 Appendix 1

Form -1.5 A

Experience Statement along with client work order/ completion certificate

8 Appendix 1

Form -1.5 B

Performance Statement in a format provided in Form –1.5 B of Appendix 1

9 Appendix 1

Form -1.6

Project Execution Methodology in a format provided in Form –1.6 of

Appendix 1

10 Appendix 1

Form -1.7

Proposed equipment Data Sheets and Solution Datasheet along with

supporting documents.



11 Appendix 1

Form -1.8

Undertaking for information and document provided are true.

All Consortium Member should provide this undertaking

12 Appendix 1

Form -1.9

Anti-Blacklisting Certificate in the format attached.

All Consortium Member should provide Anti Blacklisting Certificate.

13 Appendix 1

Form -1.10

Non-Disclosure Agreement signed and submit to SSCDL

14 Appendix 1

Form -1.11

List of Subcontractor along with Product/services offered

15 Appendix 1

Form -1.12

Check-list for Technical proposal compliance to RFP requirements

16 Original RFP documents issued along with addendums/amendments

thereto, duly signed by the Bidder through its authorized signatory on all

pages.

17 The Lead Bidder should have its financial switch certified for operating

credit/debit/prepaid debit card acquiring and issuing in India:

Provide Evidences in terms of copy of certificate or any other document

18 The Bidder should have a payment acceptance infrastructure of at least

500 POS machines in Surat city limit at the time of submission:

Provide self-certification with list of merchants’ details

19 Appendix 6 The Bidder shall have to provide make and Models for each BOQ item

as part of technical proposal as per the format specified in Appendix-6.

c) Both the above stated envelopes, shall be place in a large envelope / outer envelope

containing above envelopes must be sealed and super scribed as per clause no. 2.6.1.

d) The Price Proposal (Appendix-2) must be submitted online.

e) The Bidders are required to submit its Proposal (i.e. Technical Proposal and Price Proposal) on

or before the due date as per Secion-2.6.1.

If the envelopes are not sealed and marked as instructed above, the Authority assumes no

responsibility for the misplacement or premature opening of the contents of the Proposal

submitted and consequent losses, if any, suffered by the Bidder. Proposals submitted by fax,

telex, telegram, or e-mail shall not be entertained and shall be rejected.

4.5 PROPOSAL DUE DATE

a) The last date and time of submission of the Proposals (the “Proposal Due Date/Bid Due

Date”) is specified in Schedule of Bidding Process Clause 2.11.

b) Proposals should be submitted on or before Proposal Due Date at the address specified in

Schedule of Bidding Process Clause 2.11 and in the manner and form as detailed in this RFP.



c) The Authority may, in its sole discretion, extend the Proposal Due Date by issuing an

Addendum uniformly for all Bidders as per clause 3.3. In such event, all rights and obligations

of Authority and Bidders previously subject to the earlier deadline will thereafter be subject to

the Proposal Due Date as extended. Any such change in the Proposal Due Date shall be in the

form of addenda and be made available on https://smc.nprocure.com.

4.6 LATE PROPOSALS

a) Proposals not reaching to the Authority on or before the specified time limit on the Proposal

Due Date will not be accepted.

b) Authority shall not be responsible for any postal delay or non-receipt / non-delivery of any

documents.

4.7 MODIFICATION AND WITHDRAWAL OF PROPOSALS

a) Proposal once filled in, submitted shall not be allowed to be withdrawn till the validity of

the bid remains in force or else the Earnest Money Deposit shall be liable for forfeiture.

b) Any alteration/ modification in the Proposal or additional information supplied subsequent

to the Proposal Due Date, unless the same has been expressly sought for by the Authority, shall

be disregarded.

4.8 FIRM PRICES

Prices quoted must be firm and final and shall not be subject to any upward modifications, on any

account whatsoever. The revenue share for the Authority quoted will be considered as final amount

payable to SMC by the selected bidder and shall not be subject to any downward modifications, on

any account whatsoever. Percentage of income generated from the co-branded card based

transactions in SMC Merchant Services which SMC/Authority shall share with Selected Bidder will

be final and shall not be subject to any upward modifications, on any account whatsoever. The

proposal prices shall be indicated in India Rupees (INR) only.

4.9 DOCUMENTS CONSTITUTING BID

Documents Constituting Bid are specified in clause 4.4.




C. PROPOSAL EVALUATION

5. PRE-QUALIFICATION & EVALUATION CRITERIA

5.1 PRE-QUALIFICATION CRITERIA / BASIC ELIGIBILITY CRITERIA

To be considered qualified for evaluation of Technical Proposal, each Bidder should meet pre-

qualification Criteria specified hereunder.

Sr.

No.

Pre-Qualification Criteria Proof Document Required

1 The Bidder must be a Nationalized Bank or

Scheduled Bank (included in the Second Schedule of

Reserve Bank of India (RBI) Act, 1934). In case of a

Consortium, the lead bidder should be a

Nationalized Bank or a Scheduled Bank.

Format to Share Bidder’s

Particulars as in Appendix 1

Form –1.3

2 The Lead Bidder should have Net worth of Rs. 1000 Cr.

as on 31st March, 2016.

Financial Capability Statement

as in Appendix 1 Form –1.4

3 The Lead Bidder should have its financial switch

certified for operating credit/debit/prepaid debit

card acquiring and issuing in India.

Provide Evidences in terms of

copy of certificate or any other

document

4 The Bidder proposed for the project must have the

experience of Contactless Smart Card design, supply

and operations.

Experience Statement as in

Appendix 1 Form – 1.5 A

5 The Lead Bidder should have a branch office or

Head Office in Surat.

Format to Share Bidder’s

Particulars as in Appendix 1

Form –1.3

6 The Bidder should have a payment acceptance

infrastructure of at least 500 POS machines in Surat

city limit at the time of submission.

Provide self-certification with

list of merchants’ details

7 The Lead Bidder or any of the consortium partners

should not be blacklisted by Government Agency in

India or abroad, or proved to have indulged in serious

fraudulent practices by a Court of Law or an

independent Commission of Inquiry in India or abroad

at the time of submission of the bid.

Format for Declaration by the

bidder for not being

Blacklisted / Debarred/

Terminated as in Appendix 1

Form – 1.9



If such instance shall be found by Authority during bid

process or period thereafter, then Authority at its sole

discretion may reject the Bidder or terminate the

Contract.

5.2 TECHNICAL EVALUATION PARAMETERS

To be considered qualified for opening of Price Proposal, each Bidder should meet Technical

Proposal Evaluation Criteria specified hereunder.

# Criteria Maximum

Marks

1. Experience in Smart card based payment solution project for Transit

system/Toll Solution/ City wide payment solutions/any other project for

which the Bidder has undertaken (either implemented or in process of

implementation) Card Services either as a single Bidder or along with its

Technical Partner (Card Hosting/ Clearing House Solution / establishing Top

up facilities through Banking Channels /and acted as a Co- Branded Partners

and /or have retail merchants)

- One project – 10 marks

- Every additional project (max 2 projects) – 5 marks

20

2. Number of cards issued in in Smart card based payment solution project for

Transit system/Toll Solution/ City wide payment solutions/any other project

for which the Bidder has undertaken (either implemented or in process of

implementation) Card Services either as a single Bidder or along with its

Technical Partner (Card Hosting/ Clearing House Solution / establishing Top

up facilities through Banking Channels /and acted as a Co- Branded Partners

and /or have retail merchants)

- For 1,00,000 cards issued – 10 marks

- For every additional 1,00,000 cards (max 2,00,000 cards) – 5 marks

each

20

3. Average daily volume (count) of Card/ mobile based financial transactions (in

number) in Smart card based payment solution project for Transit system/Toll

Solution/ City wide payment solutions/any other project for which the Bidder

has undertaken (either implemented or in process of implementation) Card

Services either as a single Bidder or along with its Technical Partner (Card

Hosting/ Clearing House Solution / establishing Top up facilities through

Banking Channels /and acted as a Co- Branded Partners and /or have retail

merchants)

20



- For 20,000 transactions – 10 marks

- Every additional 10,000 transactions (max 20,000 transactions) – 5

marks

4. Loyalty and adoption plan in Surat

- Existing customer base in Surat (in numbers) – up to 4 marks

o Bidder with maximum number will get 4 marks and pro-rated for

others (formula given by: Nbid1 * 4 / Nmax1)

- Existing PoS volume in Surat – up to 4 marks



- Existing Loyalty partners present in Surat – up to 2 marks



Where, Nbid1,2,3 is the respective number for the considered bidder and Nmax1,2,3

is the maximum respective number of all the bidders

10

5. Experience in Multiple instruments (minimum 2) for same purpose (pre-paid,

debit, credit, mobile)

- For 1 projects – 3 marks

- For any additional project (max 2 projects) – 1 marks each

5

6. Experience in co-branded loyalty cards

- For 3 projects – 3 marks

- For any additional project (max 2 projects) – 1 mark each

5

7. Project Understanding and Approach

Each bidder to come up with a presentation covering (but not limited) aspects

as per Table-5.2.1 as below.

20

Minimum Qualification for Financial bid opening – 70 marks

The Total Technical Score of any bidder would be an arithmetic sum of scores obtained by the bidder

for each of the parameter indicated above. The minimum total technical score required shall be 70%

to become eligible for opening of the Financial Proposal.

In case of JV or consortium, combined technical experience would be considered. Sub-contracting

will not be considered as eligible experience.

The Bidders are permitted to take credit from their Parent/ Subsidiary / Sister Concern for meeting

the Technical Evaluation Criteria provided meeting following conditions:

(a) In case a bidder is relying on qualifications of subsidiary/parent/sister concern firm for being

considered for determination of compliance/meeting requirement with regards to the



Technical Proposal Evaluation Criteria, then under such circumstances, the bidder shall clearly

indicate, with supporting documentation, the relationship between the bidder and the entity

whose qualifications it is seeking to rely upon.

(b) The bidder, if a subsidiary of another company, may claim such qualification only if the parent

company has a more than 50% shareholding in it. Similarly, a bidder may claim such

qualification from its subsidiary only if it has a more than 50% shareholding in the subsidiary.

(c) Finally, a bidder may claim credit from a sister concern only if the parent company holds a

more than 50% shareholding in both the bidding company and sister concern. If the firms

are not in the nature of companies, then the determination of the relationship would be

based on possessing a controlling stake. If bidding firm is a partnership firm, then

determination of relationship is based percentage of profit sharing. In such case, more than

50% of profit-sharing shall be considered eligible for claiming credit from Parent (Parent firm

or common partners holds more than 50% profit sharing in bidding firm) / Subsidiary

(Bidding firm or common partners holds more than 50% profit sharing in subsidiary firm) /

Sister Concern (Parent firm holds more than 50% profit sharing in both bidding firm and

sister concern firm).

Additional Consortium Criteria

A Consortium shall be eligible and qualified for consideration subject to meeting the additional

conditions set out in hereunder.

a) Number of members in a consortium shall not exceed 2 (Two).

b) Members of the Consortium together must meet Qualification Criteria specified in Clause 5.

c) Each Member of consortium must meet Eligibility Criteria set forth in Appendix 1 Form-1.8

and Appendix 1 Form-1.9 individually.

d) A Bidding Consortium is required to nominate a Lead Member. The Lead Member shall be

authorised to sign the Proposal on behalf of the Consortium and do all deeds and acts on

behalf of the Consortium. The nomination should be supported by a Power of Attorney in

favour of the Lead Member as per format at Annexure 1 Form –1.2 A.

e) An entity cannot be a member of more than one bidding Consortiums. An individual firm

applying as a single Bidder cannot at the same time be member of any other Consortium

bidding under this RFP.

f) The Bidder bidding as Consortium shall provide a Joint Bidding Agreement between the

consortium members as per Annexure 1 Form –1.2 B.

The Bidders will be required to provide a Solution Overview through brief Writeup /

Presentation in written form not exceeding broadly 5000 words.



Contents of such write up / Presentation should broadly correspond with the following:

Table 5.2.1: Project Understanding and Approach

# Particulars

1 Understanding of the project and need requirements of SMC through followings

Overall understanding of system requirement with workflow explaining how the

proposed solution would meet the SMC requirement.

Solution & Proposed Architecture for Smart Card Eco System including product and

software selection criteria, integration mechanism and MIS.

Banking Services (i.e. specifically the payment gateway, net banking) to be hosted on

globally accepted certification for information security/SSL

2 Project Management Plan, Work Plan including tie up with capable Technical

Partner

3 USP of proposal in terms of followings

Approach in increasing penetration of City Payment Card Project through loyalty

program and other innovations – Marketing Plan

Innovation in Technology, Design

Existence in Surat in terms of customer base, PoS volume, loyalty brand associations

4 Timelines

5 Project Risk Identification and Mitigation Strategies

6 Relevant Experience highlighting Open Loop projects, Number of cards issued, volume

of transactions and usage of multiple instruments in transport/ ULB/ non-banking

services.

Eligible Bidders will be required to make a technical presentation on Project Understanding &

Approach, for which intimation would be sent in advance.

The above is required to ensure that a workable solution is proposed. SMC reserves the right

to call the bidder for any clarifications/discussions regarding the solution and suggest binding

changes in the solution if it feels such solution deviates majorly from its needs and purposes.

5.3 EVALUATION OF PRICE PROPOSAL

a) The Price Proposal of only Qualified Bidders passing the Responsiveness Test specified in clause

6.2, and meeting the Technical Proposal Evaluation Criteria specified in clause 5.1, shall be

opened. The Price Proposal opening process is specified in clause 6.3.

b) Bidders are required to quote online followings as per Price Proposal format provided in

Appendix-2:



i) Percentage of income generated from the co-branded card based transactions in SMC

Merchant Services which SMC/Authority shall share with Selected Bidder.

Score 1 – The Bidders shall be given Financial Score based on transactional charges

charged to SMC, Card personalization charges (if any). Minimum bid value across all the

financial bids opened will be used to convert scores to a linear scale for each of the

parameters.

ii) Score 2 – In case bidder is proposing a revenue sharing with SMC then the NPV of the

revenue will be converted to a linear scale to award financial score.

Total Financial Score will be calculated as sum total of two-third of score 1 and one-third of score

2.

An example is illustrated below:

Parameters Weightage

(%)

Company

1

Company

2

Company

3

1. Per transaction charges (%) T w1 50.00% 1.50 0.50 0.00

X = Score based on linear scale for

minimum value given as 100

X = 100 – 60T

10.00 70.00 100.00

2. Per card personalization charges P w2 50.00% 0.00 50.00 100.00

Y = Score based on linear scale for

minimum value given as 100

Y = 100 – P

100.00 50.00 0.00

Score 1 = w1*X + w2*Y 55.00 60.00 50.00

Parameters Company 1 Company 2 Company 3

NPV offered to SMC in Cr. N (INR) 100 125 0

Score 2 = Nbid * 100 / Nmax 80 100 0

Total Financial Score Company 1 Company 2 Company 3

Total Financial Score = 2/3*(Score 1) +

1/3*(Score 2)

63.33 73.33 33.33

c) The Bidder scoring the highest total financial score shall be considered as Lowest Bidder/

Selected Bidder and considered for award after following due process as per clause d)

hereunder. In case of two bidders scoring same total financial scores, a closed bid will be

requested.

d) The Authority shall determine the responsiveness of Price Proposal of Bidder determined to be

Lowest in relation to the Market rate or Authority’s Internal Estimate or Good Industry Practice.



In case the Price Proposal of the Lowest Bidder is found seriously unbalanced by Authority in

relation to the market rate or its internal estimate or Good Industry Practice, the Authority shall

be entitled to solicit, at its sole discretion, detailed price analysis for any or all items specified

in Price Proposal, from the Lowest and/or all Bidders to demonstrate the internal consistency

of those prices. In case of the Price Proposal of the Lowest Bidder, which is unrealistically lower

or higher than internal estimate or market rate or Good Industry Practice and which could not

be substantiated satisfactorily by the bidder, may be rejected as non-responsive.

e) There is no capital expenditure expected for SMC and potentially zero transactional charges.

Bidder should come up with innovative engagement model to cover the entire system building

exercise, associated running costs, manpower costs and all equipment and card costs. In

addition to this, Bidder is also expected to cover the annual maintenance contract for a period

of seven years including enhancement related work. The real operating expense for SMC will

only kick-in after seven years if the contract is not extended and SMC decides to hand over the

operations to another bidder.

6. EVALUATION PROCESS

6.1 OPENING OF TECHNICAL BID/PROPOSAL

(i) The Authority shall open the Technical Proposals received to this RFP, at time, date and Place

specified in Clause 2.11.

(ii) The Authority will subsequently examine and evaluate Technical Proposals in accordance with

the provisions set out hereunder in clause 6.2.

6.2 EVALUATION OF TECHNICAL BID/PROPOSAL

The Bidders shall be required to submit documents as listed in this RFP document as per clause 4.4

along with supporting documents. The Authority shall examine and evaluate the Technical Bids as

per the evaluation steps specified below:

a) Test of Responsiveness for EMD, Timely and proper Submission

1) Prior to evaluation of Technical Proposals (i.e. Technical Proposal Evaluation Criteria),

the Authority shall determine whether each Bid/Proposal is responsive to the

requirements of the RFP. A Bid/proposal shall be considered responsive only if:

(i) It is submitted by the Bidders fulfilling the pre-qualification criteria.

(ii) It is received as per the format specified in RFP and prior to Proposal Date and

time.



(iii) Technical and Financial Proposal along with the supporting documents are

received through RPAD/Speed Post only.

(iv) It is signed, sealed, and marked as specified in clause 4.3 and 4.4

(v) It contains all the information, Appendices, documents and Authorizations in

accordance with clause 4.4

(vi) It contains three separate sealed and marked envelopes for EMD, Technical

Proposal and Financial Bid.

(vii) It contains the EMD as per the amount, in formats and Validity Period as specified

in RFP.

(viii) It does not contain any condition.

(ix) It is not non-responsive in terms hereof and any other conditions specified

elsewhere in RFP.

2) The Authority reserves the right to reject any Proposal which is non-responsive and no

request for alteration, modification, substitution, or withdrawal shall be entertained by

the Authority in respect of such Proposal.

3) Evaluation of Technical Proposal Criteria of only those Bidders shall be carried out

whose Bids/proposals determined to be responsive.

b) Assessment of Technical Proposal Evaluation Criteria

1) The Bidder must meet Technical Proposal Evaluation Criteria specified in clause 5.1.

2) Evaluation of Price Proposal of only those Bidders meeting the Technical Evaluation

Criteria as above (1) shall be carried out.

6.3 OPENING OF FINANCIAL BID

(i) The Financial Bid must be submitted online at https://smc.nprocure.com. The Financial Bid, if

submitted physically will lead to rejection of the bid.

(ii) The Price Proposal of only the Bidders determined to be Responsive and meeting the Technical

Proposal Criteria in accordance with Clause 6.2, is declared “Technically Qualified Bidders”, shall

be opened in the presence of such of the Bidders and/or their authorized representatives who

choose to attend.

(iii) The Authority shall evaluate Price Proposal in accordance with the provision set forth in clause

5.3.




6.4 CLARIFICATION OF BIDS AND REQUEST FOR ADDITIONAL/ MISSING

INFORMATION

To facilitate evaluation of Proposals, the Authority may, at its sole discretion, seek

clarifications/documents/missing information in writing from any Bidder regarding its Proposal. The

request for clarification or submission of information and the response shall be in writing. If the

response from the Bidder is not received by the Authority before the expiration of the deadline

prescribed in the written request, the Authority reserves the right to proceed with evaluation process

at the total risk and cost of the Bidder.

6.5 VERIFICATION AND DISQUALIFICATION

(i) The Authority reserves the right to verify all statements, information and documents submitted

by the Bidder in response to the RFP and the Bidder shall, when so required by the Authority,

make available all such information, evidence and documents as may be necessary for such

verification. Any such verification or lack of such verification, by the Authority shall not relieve

the Bidder of its obligations or liabilities hereunder nor will it affect any rights of the Authority

there under.

(ii) The Authority reserves the right to reject any Proposal and appropriate the EMD if:

1) At any time, a material misrepresentation in terms of misleading or false representation

is made or uncovered, or

2) Bidder or its parents/subsidiary/sister concerned from whom it is taking credit for

meeting Qualification Criteria is blacklisted/barred by any Government Agency in India

or abroad.

3) The Bidder does not provide, within the time specified by the Authority, the supplemental

information sought by the Authority for evaluation of the Proposal.

4) In case of fraudulent Bid/proposal and involved in fraudulent and corrupt practice as per

RFP Clause 8.

5) A Bidder makes an effort to influence Authority in its decisions on Evaluation

process/Selection process.

6) While evaluating the Proposal, if it comes To Authority’s knowledge expressly or implied,

that some Bidders may have compounded in any manner whatsoever or otherwise joined

to form an alliance resulting in distorting competitive price discovery or delaying the

processing of proposal.

7) Record of poor performance such as abandoning the work, rescinding of contract for

which the reasons are attributable to the non-performance of the Bidder, consistent

history of litigation awarded against the applicant or financial failure due to bankruptcy.

8) A bidder who submits or participates in more than one Bid/ Proposal under this RFP.



Such misrepresentation/ improper response/blacklisting/record of poor performance shall lead

to the disqualification of the Bidder. If such disqualification / rejection occurs after the

Bids/Proposals have been opened and the Selected Bidder gets disqualified / rejected, then the

Authority reserves the right to:

a) invite the remaining Bidders to submit their Bids/proposals, or

b) take any such measure as may be deemed fit in the sole discretion of the Authority,

including annulment of the Bidding Process.

(iii) In case it is found during the evaluation of Proposals or at any time before signing of the

Contract or after its execution and during the period of subsistence thereof, that one or more

of the prequalification/eligibility criteria/ conditions have not been met by the Bidder, or the

Bidder has made material misrepresentation or has given any materially incorrect or false

information, the Bidder shall be disqualified forthwith if not yet appointed as the Selected Bidder

either by issue of the LOA or entering into of the Contract, and if the Successful Bidder has

already been issued the LOA or has entered into the Contract, as the case may be, the same

shall, notwithstanding anything to the contrary contained therein or in this RFP, be liable to be

terminated, by a communication in writing by the Authority to the Successful Bidder or the

Selected Bidder , as the case may be, without the Authority being liable in any manner

whatsoever to the Successful Bidder or the Selected Bidder. In such an event, the Authority shall

be entitled to forfeit and appropriate the EMD or Performance Guarantee, as the case may be,

without prejudice to any other right or remedy that may be available to the Authority under the

RFP and/or the Contract.

6.6 CONTACTS DURING PROPOSAL EVALUATION

Proposals shall be deemed to be under consideration immediately after they are opened and until

such time the Authority makes official intimation of award/ rejection to the Bidders. While the Bids

are under consideration, Bidders and/ or their representatives or other interested parties are advised

to refrain, save and except as required under the Bidding Documents, from contacting by any

means, the Authority and/ or their employees/representatives on matters related to the Bids under

consideration.

6.7 CORRESPONDENCE WITH BIDDER

Save and except as provided in this RFP, the Authority shall not entertain any correspondence with

any Bidder in relation to acceptance or rejection of any Bid/Proposal.



6.8 CONFIDENTIALITY

Information relating to the examination, clarification, evaluation, and recommendation for the

Bidders shall not be disclosed to any person who is not officially concerned with the process or is

not a retained professional advisor advising the Authority in relation to, or matters arising out of, or

concerning the Bidding Process. The Authority will treat all information, submitted as part of the

Proposal, in confidence and will require all those who have access to such material to treat the same

in confidence. The Authority may not divulge any such information unless it is directed to do so by

any statutory entity that has the power under law to require its disclosure or is to enforce or assert

any right or privilege of the statutory entity and/ or the Authority or as may be required by law or

in connection with any legal process.

7. APPOINTMENT OF SELECTED BIDDER AND SIGNING OF

AGREEMENT

7.1 SELECTION OF BIDDER

Subject to the provisions of clause 5 and clause 6, the Bidder whose Bid is

- adjudged as responsive in terms of clause 6.2(a)

- meeting the Technical Proposal Evaluation Criteria as per clause 5.1 and clause 6.2(b) and

- whose Price Proposal offered, on evaluation as per clause 5.3 has been determined to be

Lowest and responsive as per clause 5.2(d),

shall be considered as the “Selected Bidder” for award of work after following due process including

negotiation.

7.2 NOTIFICATION OF AWARD

a) Prior to expiry of the Proposal Validity Period, Authority shall notify the Selected Bidder(s) as

the Successful Bidder through letter that its/their Bid has/have been accepted (the “Successful

Bidder(s)”). This letter (“Letter of Award”/ “LOA”) shall be issued, in duplicate and shall specify

the sum which the Authority shall pay to the Successful Bidder and sum that the Successful

Bidder shall pay to Authority in consideration of City Payment Card Project scope as per the

terms of Contract.

b) Successful Bidder shall, within 7 (seven) days of the receipt of the LOA, sign and return the

duplicate copy of the LOA in acknowledgement thereof. In the event the duplicate copy of the

LOA duly signed by the Successful Bidder is not received by the stipulated date, the Authority

may, unless it consents to extension of time for submission thereof, appropriate the Earnest

Money Deposit of such Bidder as damages on account of failure of the Successful Bidder to



acknowledge the LOA, and the next Technically Qualified Bidders having determined Second

Lowest may be considered at sole discretion of Authority.

7.3 SIGNING OF LICENSE AGREEMENT

a) After acknowledgement of the LOA as aforesaid by the Successful Bidder, it shall cause the

Successful Bidder, subject to furnishing the Performance Guarantee and Consortium

Agreement as per clause 7.4 and 7.5, to execute/sign the Agreement within fourteen (14) days

from the date of LOA. The Successful Bidder shall not be entitled to seek any deviation,

modification or amendment in the Draft License Agreement.

b) The Draft copy of License Agreement is specified in Appendix 5.

c) The Successful Bidder shall get correct amount of Stamp Duty adjudicated, at Surat in

accordance with applicable law, and submit the same in two copies duly stamped and executed

within fourteen (14) days from the dispatch of Letter of Award. The Authority shall return one

copy duly sealed and signed as a token of acceptance of the Contract. Stamp Duty, and any

other charges as may be levied under applicable law, shall be paid by the Successful Bidder.

7.4 PERFORMANCE GUARANTEE

a) The Successful Bidder shall furnish Performance Guarantee to Authority for securing the due

and faithful performance of its obligations under the City Payment Card Project Agreement, on

or before the date of signing of Agreement (the “Execution Date”), an unconditional and

irrevocable bank guarantee for amount of Rs. 1,50,00,000 (Rupees One Crore Fifty Lakhs) in

favour of the “Surat Smart City Development Limited”, from any of Approved Banks to

Authority as per format provided in respect thereof in Appendix 4 (“Performance Guarantee”).

b) The Selected Bidder (after the signing of Agreement the Successful Bidder shall be termed as the

“Selected Bidder”) shall maintain a valid and binding Performance Guarantee for a period of

three months after the expiry of the Contract Period (“Validity Period”).

c) If the Bidder, fails to furnish the Performance Guarantee, it shall be lawful for the Authority to

forfeit the EMD and cancel the contract or any part thereof.

d) The Authority shall be entitled to forfeit and appropriate the amount of the Performance

Guarantee in whole or in part:



i) In the event the Authority requires to recover any sum due and payable to it by the Selected

Bidder including but not limited to Damages; and which the Selected Bidder has failed to pay

in relation thereof; and

ii) In relation to Selected Bidder’s Event of Default in accordance with the terms contained in

the Agreement.

e) At any time during the Validity Period, the Performance Guarantee has either been partially or

completely been encashed by the Authority in accordance with the provision of the License

Agreement. The Selected Bidder shall within 15 (fifteen) days of such encashment either

replenish, or provide a fresh Performance Guarantee, as the case may be, failing which the

Authority shall be entitled to terminate this Agreement.

f) At the end of the License Period, the Performance Guarantee shall be returned to the Selected

Bidder without any interest, subject to any deductions which may be made by the Authority in

respect of any outstanding dues under the terms of the License Agreement.

7.5 ANNULMENT OF AWARD

Failure of the Successful Bidder to submission of Performance Guarantee and signing of Agreement

as per RFP terms and any other requirements and /or the provisions of RFP and the License

Agreement shall constitute sufficient grounds for the annulment of the award and forfeiture of the

Earnest Money Deposit.

7.6 TAX LIABILITY

(a) The rates quoted online in Price Proposal Appendix-2 shall be exclusive of Service Tax but

inclusive of any other directly or indirectly applicable taxes. Service Tax as applicable shall be

payable by the Authority to the Selected Bidder based on invoice raised and on submitting the

evidence of payment of such Service Tax. Any deviations due to change in the rate of directly

applicable taxes and duties except Service Tax would be Liability of the Selected Bidder.

(b) The Authority shall be entitled to deduct tax at source as may be applicable. The TDS

certificate(s) shall be submitted as per the due date specified in the Income Tax Act.

8. MISCELLANEOUS

8.1 FRAUDULANT AND CORRUPT PRACTICES

a) The Bidders and their respective officers, employees, agents, and advisers shall observe the

highest standard of ethics during the Bidding Process and subsequent to the issue of the LOA



and during the subsistence of the Contract. Notwithstanding anything to the contrary contained

herein, or in the LOA or the Contract, the Authority may reject a Bid, withdraw the LOA, or

terminate the Contract, without being liable in any manner whatsoever to the Bidder, if it

determines that the Bidder or as the case may be, has, directly or indirectly or through an agent,

engaged in corrupt practice, fraudulent practice, coercive practice, undesirable practice or

restrictive practice in the Bidding Process. In such an event, the Authority shall be entitled to

forfeit and appropriate the EMD or Performance Guarantee, as the case may be, without

prejudice to any other right or remedy that may be available to the Authority under the Bidding

Documents and/ or the Contract, or otherwise. In case of cancellation of Contract, if already

awarded, Authority shall be entitled to recover from the Bidder the amount of any loss arising

from such cancellation in accordance with provisions of RFP Document.

b) Without prejudice to the rights of the Authority under sub Clause (a) hereinabove and the rights

and remedies which the Authority may have under the LOA or the Contract or otherwise if a

Bidder or Selected Bidder as the case may be, is found by the Authority to have directly or

indirectly or through an agent, engaged or indulged in any corrupt practice, fraudulent practice,

coercive practice, undesirable practice or restrictive practice during the Bidding Process, or after

the issue of the LOA or the execution of the Contract and/or otherwise, such Bidder or Selected

Bidder shall not be eligible to participate in any tender or RFP issued by the Authority during a

period of 2 (two) years from the date such Bidder or Selected Bidder as the case may be, is found

by the Authority to have directly or indirectly or through an agent, engaged or indulged in any

corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive

practices, as the case may be.

c) For the purposes of this Clause 8, the following terms shall have the meaning hereinafter

respectively assigned to them:

(i) “corrupt practice” means (i) the offering, giving, receiving, or soliciting, directly or

indirectly, of anything of value to influence the actions of any person connected with the

Bidding Process (for avoidance of doubt, offering of employment to or employing or

engaging in any manner whatsoever, directly or indirectly, any official of the Authority who

is or has been associated in any manner, directly or indirectly, with the Bidding Process or

the LOA or has dealt with matters concerning the Contract or arising there from, before or

after the execution thereof, at any time prior to the expiry of one year from the date such

official resigns or retires from or otherwise ceases to be in the service of the Authority, shall

be deemed to constitute influencing the actions of a person connected with the Bidding

Process); or (ii) engaging in any manner whatsoever, whether during the Bidding Process

or after the issue of the LOA or after the execution of the Contract, any person in respect

of any matter relating to the Project or the LOA or the Contract or otherwise, who at any

time has been or is a legal, financial or technical adviser of the Authority in relation to any

matter concerning the Project;



(ii) “fraudulent practice” means a misrepresentation or omission of facts or suppression of

facts or disclosure of incomplete facts, in order to influence the Bidding Process;

(iii) “coercive practice” means impairing or harming, or threatening to impair or harm, directly

or indirectly, any person or property to influence any person’s participation or action in the

Bidding Process;

(iv) “undesirable practice” means (i) establishing contact with any person connected with or

employed or engaged by the Authority with the objective of canvassing, lobbying or in any

manner influencing or attempting to influence the Bidding Process; or (ii) having a Conflict

of Interest; and

(v) “restrictive practice” means forming a cartel or arriving at any understanding or

arrangement among Bidders with the objective of restricting or manipulating a full and fair

competition in the Bidding Process.

8.2 OTHERS

a) The Bidding Process shall be governed by, and construed in accordance with, the laws of India

and the Courts at Surat shall have exclusive jurisdiction over all disputes arising under, pursuant

to and/ or in connection with the Bidding Process.

b) The Authority, in its sole discretion and without incurring any obligation or liability, reserves the

right, at any time, to;

(i) Suspend and/ or cancel the Bidding Process and/ or amend and/ or supplement the

Bidding Process or modify the dates or other terms and conditions relating thereto;

(ii) consult with any Bidder in order to receive clarification or further information;

(iii) retain any information and/ or evidence submitted to the Authority by, on behalf of,

and/ or in relation to any Bidder; and/ or

(iv) Independently verify, disqualify, reject and/ or accept any and all submissions or other

information and/ or evidence submitted by or on behalf of any Bidder.

c) It shall be deemed that by submitting the Proposal , the Bidder agrees and releases the

Authority, its employees, agents and advisers, irrevocably, unconditionally, fully and finally from

any and all liability for claims, losses, damages, costs, expenses or liabilities in any way related

to or arising from the exercise of any rights and/ or performance of any obligations hereunder,

pursuant hereto and/ or in connection with the Bidding Process and waives, to the fullest extent



permitted by applicable laws, any and all rights and/or claims it may have in this respect, whether

actual or contingent, whether present or in future.

d) Nothing contained in the RFP shall be construed or interpreted as constituting a partnership

between the Parties. Neither Party shall have any authority to bind the other in any manner

whatsoever.

e) The Selected Bidder shall be deemed to be acting as an independent contractor of Authority

and shall not be deemed an agent, legal representative, joint venture, or partner of Authority.

Neither party is authorized to bind the other to any obligation, affirmation, or commitment with

respect to any other person or entity.



D. FORMATS FOR TECHNICAL PROPOSAL



Appendix 1: CONTENTS AND FORMATS FOR TECHNICAL PROPOSALS

Form –1.1 : Covering Letter

(On letterhead of the Bidder, including full postal address, telephone, fax, email, addresses)

Date………………….

To,

General Manager (IT),



Muglisara, Main Road, Surat - 395003, Gujarat

Dear Sir,

1. Being duly authorized to represent and act on behalf of ………………….…….. (hereinafter “the

Bidder”), and having reviewed and fully understood all the information provided in the RFP

document, the undersigned hereby applies as a Bidder for the “RFP for Selection of FI for

Open Loop Smart Card Common City Payment System” Project.

2. Attached to this letter are certified copies of original documents defining:

(a) Incorporation as per the Companies Act along with Memorandum and Article of

Association, sales tax registration whichever is applicable.

(b) The Bidder’s principal place of business; and

(c) The place of incorporation; or the place of registration (or Income Tax registration).

(e) Required Earnest Money Deposit and Bid/RFP fees as specified in RFP and all

documents as specified in RFP in respective envelopes.

(f) Price Proposal online through https://smc.nprocure.com.

3. SSCDL and its authorized representatives are hereby authorized to conduct any inquiries

or investigations to verify the statements, documents, and information submitted in

connection with this application, and to seek clarification from client(s) regarding any

technical aspects hereof by way of letters or otherwise from any such institutions, in order

to verify statements and information provided in this application, or with regard to our

resources, experience, and competence.

4. This application is made in the full understanding that:

(a) Our Proposal and any information submitted at the time of bidding will be subject

to verification by SSCDL;

(b) SSCDL reserves the right to reject or accept any application, cancel the

qualification/Bid process, and reject all applications; and




(c) SSCDL shall not be liable for any such actions as at (b) above and shall be under no

obligation to inform us of the grounds for the same.

5. We confirm that in the event our bid is successful resulting in award of contract, the same

will be:

(a) Signed so as to legally bind all the concerned jointly and severally; and

(b) Submitted with a consortium agreement providing the joint and several liabilities of

all partners/Consortium members in the event contract is awarded to us.

6. We confirm that we agree with the terms and conditions provided in RFP. The Proposal

submitted by us shall be valid for a period of Proposal Validity Period specified in RFP.

7. The Earnest Money Deposit of INR 20,00,000/- (Rs. Twenty Lakh) in the form of the Demand

draft

OR

50% amount shall be in the form of Demand Draft and 50 % amount shall be in the form

of Bank guarantee of any nationalized / scheduled banks with validity of 180 days beyond

the original validity period for the bid.

8. The undersigned declares that the statements made and the information provided in the

duly completed application is complete, true and correct in every detail.

Signature of Authorized Signatory (with official seal)

Name:

Designation:

Address:

Telephone & Fax:

E-mail address:

For and on behalf of (name of Consortium)



Form –1.2 A : Format for Power of Attorney for Signing of the Proposal

(On a Stamp Paper of appropriate value)

(Applicable in case of bid not being signed by the person directly authorized by Board of the firm. In

the latter case, please provide a copy of the relevant Board Resolution signed by Company Secretary/

Director authorizing the Signatory.)

Dated:

To,





Dear Sir,

REF: RFP No. SSCDL-CityPaymentCard-RFP-01-2016

<Bidder’s name> ____________________________ hereby authorizes <Designated

Representative’s name> ____________________________ to act as a representative of <Bidder’s

name> ____________________________ for the following activities vide its Board Resolution/ Power

of Attorney attached herewith.

To attend all meetings with Surat Smart City Development Limited or other entities associated

with this project for Surat Municipal Corporation and to discuss, negotiate, finalize and sign any

bid or agreement and contract related to RFP for selection of Financial Institution for providing

Smart Card Based Eco System for unified city payments including Mobility, Recreational And

Amusement Areas of SMC, Municipal Bills, Utility Payments, Retail and other payments within

Surat City and subsequent Contract.

Yours faithfully,

<Signature of appropriate authority of the Bidder >

Name of appropriate authority of the Bidder:

<Signature and name of the Designated Representative of the Bidder for acceptance of this

Power of Attorney>

For

<Name of Bidder > Encl: Board Authorization

Notarised



Form –1.2 B : Joint Bidding Agreement

The Bidder shall be required to submit Joint Bidding Agreement on Requisite Stamp Paper in case

Bidder is a Consortium. Such Agreement shall specify followings

(i) Clearly outline the proposed roles and responsibilities, if any, of each member;

(ii) Include a statement to the effect that all members of the Consortium shall be liable jointly and

severally for all obligations/Scope of Work in relation to the Project.

(iii) The role and responsibility of any member must be commensurate with the technical/financial

capabilities that such member is contributing towards meeting the qualification criteria. Each

consortium member is liable to contribute resources in terms of knowledge, skills, and trained

manpower commensurate with its role and responsibilities.

(iv) No change in composition of the Consortium shall be permitted during the Bidding Process and

during the Contract Period, in case the Project is awarded to the Consortium.



Form –1.3 : Format to Share Bidder’s Particulars

Sr.

No.

Description Details (to be filled by the

responder to the RPF)

1 Name of the Financial Institution

2 Official address

3 Phone No. and Fax No.

4 Corporate Headquarters Address

5 Phone No. and Fax No.

6 Web Site Address

7 Details of Financial Institution’s Registration (Please

enclose copy of the financial institution registration

document)

8 Name of Registration Authority

9 Registration Number and Year of Registration

10 Sales Tax /VAT registration No.

11 Permanent Account Number (PAN)

12 Financial Institution’s Revenue for last 3 years (Year

wise)

13 Financial Institution’s Profitability for the last 3 years

(Year wise)

14 Registration details under the Companies Act 1956

15 No. of years of operation in India

16 Locations and addresses of offices in Gujarat

17 Locations, addresses and contact details of offices in

Surat

Please submit the relevant proofs for all the details mentioned above along with your Bid response.



Contact Details of officials for future correspondence regarding the bid process:

Details Authorised Signatory Contact Person

Name

Title

Financial

Institution Address

Phone

Mobile

Fax

E-mail



Form –1.4 : Financial Capability Statement

{On Statutory Auditor’s letterhead}

I hereby declare that I have scrutinized and audited the financial statement of M/s________________.

Networth* and Turnover* of the bidder (name of the Bidder) as on 31st March, 2016 / 31st December,

2015 as per Audited statement is as follows:

Financial year Networth (INR Crore) Turnover (INR Crore)

2015-16

2014-15

2013-14

*To be provided from latest available Audited statement

__________________

(Signed and Sealed by the statutory auditor)

Enclosure:

(1) Copy of latest available Audited annual reports for last three years as applicable or as per Financial

Year/Calendar Year followed by the bidder firm.



Form –1.5 A: Experience Statement

[Project Title]

(Attach separate sheet for each project)

A. Project Brief

B. Client (Name & Address)

C. Cost of the Project

D. Duration & period of the Project (including months since go-live)

E. Role & responsibility of the organization

F. Whether Project executed by forming Joint venture or Consortium with other organization (In

case of consortium provide share in consortium)

G. Other features of the Project

(details such as number of city-wide payment services catered, number of retail merchants, co-

branded partners, loyalty program, Top-Up Channels, PCI DSS Compliant payment, Central

Clearing House, Card Management System etc.)

H. Country in which it executed

I. Number of cards issued

J. Multiple instruments used for same purpose (prepaid, debit, credit, mobile etc.)

Enclosure:

Completion Certificates /Project Acceptance Certificate/ Purchase Order or Work Order duly

authenticated by the respective client be furnished.



Form –1.5 B : Performance Statement

(Provide self-certification with supporting documents for each component)

A. Existing customer base in Surat (in numbers)

B. Existing PoS volume in Surat

C. Existing Loyalty partners present in Surat

D. Number of cards issued in Smart card based payment solution project for Transit system/Toll

Solution/ City wide payment solutions/any other project for which the Bidder has undertaken

(either implemented or in process of implementation) Card Services either as a single Bidder or

along with its Technical Partner (Card Hosting/ Clearing House Solution / establishing Top up

facilities through Banking Channels /and acted as a Co- Branded Partners and /or have retail

merchants)

E. Average daily volume of Card/ mobile based financial transactions (in number) in cards issued

in in Smart card based payment solution project for Transit system/Toll Solution/ City wide

payment solutions/any other project for which the Bidder has undertaken (either implemented

or in process of implementation) Card Services either as a single Bidder or along with its

Technical Partner (Card Hosting/ Clearing House Solution / establishing Top up facilities through

Banking Channels /and acted as a Co- Branded Partners and /or have retail merchants)

<Signature of appropriate authority of the Bidder>

Name of appropriate authority of the Bidder:



Form –1.6 : Project execution Methodology

(Detailed Write up and presentation)

The technical proposal should explain the solution proposed by the Bidder and should highlight its

salient features (if any).

Sr.

No.

Content of Solution Overview

1 Understanding of the project and need requirements of SMC through followings

Overall understanding of system requirement with workflow explaining how the

proposed solution would meet the SMC requirement.

Solution & Proposed Architecture for Smart Card Eco System including product and

software selection criteria, integration mechanism and MIS.

Banking Services (i.e. specifically the payment gateway, net banking) to be hosted on

globally accepted certification for information security/SSL

2 Project Management Plan, Work Plan including tie up with capable Technical

Partner

3 USP of proposal in terms of followings

Approach in increasing penetration of City Payment Card Project through loyalty

program and other innovations - Marketing Plan

Innovation in Technology, Design

Existence in Surat in terms of customer base, PoS volume, loyalty brand associations

4 Timelines

5 Project Risk Identification and Mitigation Strategies

6 Relevant Experience highlighting Open Loop projects, Number of cards issued, volume

of transactions and usage of multiple instruments in transport/ ULB/ non-banking

services

Supporting Documents for Technical and Project Management Evaluation Criteria should be

submitted.



Form –1.7 : Format for Proposed Equipment/Solution Data Sheets

Sr.

No.

Proposed Equipment/Solution Documents Remarks

(If any)

1. Name of Product/ Solution offered

2. Name of OEM

3. Model with Detailed Technical

Datasheets /Manufacturer’s

Authorisation

Data Sheets

4. Quality Assurance Details of the Bidders

internal quality assurance

activities and international

certifications received

5. Roles & Responsibility of proposed

Product/ Solution



Form –1.8 : Undertaking

It is certified that the information furnished here in and as per the document submitted is true

and correct and nothing has been concealed or tampered with. We have gone through all the

conditions of tender and is liable to any punitive action for furnishing false information /

documents.

Dated this _____ day of ____________________ 201_.

Signature

(Company Seal)

__________________

In the capacity of duly authorized to sign bids for and on behalf of:

Signed by

Authorized Signatory with designation



Form –1.9 : Format for Declaration by the bidder for not being Blacklisted / Debarred

{To be submitted on a 100-rupee stamp paper by single bidder / both members of consortium

separately}

Anti-Blacklisting Affidavit

I M/s. ………………………, (the names and addresses of the registered office) and our

Parent/Subsidiary/Sister concern from which we have under taken credit for meeting the

Technical Proposal Evaluation Criteria hereby certify and confirm that our company(ies) is(are)

not black-listed / debarred by any of the Government or Public Sector Units in India or abroad

as on the date of the submission of the tender.

We further confirm that we are aware that our Proposal for the captioned Project would be liable

for rejection in case any material misrepresentation is made or discovered with regard to the

requirements of this RFP at any stage of the Bidding Process or thereafter during the agreement

period. Dated this ……………………..Day of …………………., 201_

Name of the Bidder

Signature of the Authorized person

Name of the Authorized Person



Form –1.10 : Non-Disclosure Agreement

{To be given on the Company’s Letter Head}

WHEREAS, we, _______________________________________________________________, having Registered Office

at __________________________________, hereinafter referred to as the Bidder, are agreeable to provide City

Payment Card Project services to SSCDL, having its office at 115, Smart City Cell, Surat Municipal

Corporation - Head Quarter, Muglisara, Main Road, Surat - 395003, Gujarat hereinafter referred to as

the AUTHORITY and,

WHEREAS, the Bidder understands that the information regarding the AUTHORITY’s card business

shared by the AUTHORITY in their Request for Proposal is confidential and/or proprietary to the

AUTHORITY, and

WHEREAS, the Bidder understands that in the course of submission of the offer for End To End

Management of Open Loop Smart Card Common City Payment System Project implementation

and/or in the aftermath thereof, it may be necessary that the Bidder may perform certain jobs/duties

on the Authority’s properties and/or have access to certain plans, documents, approvals or information

of the Authority; NOW THEREFORE, in consideration of the foregoing, the Bidder agrees to all of the

following conditions, in order to induce the AUTHORITY to grant the Bidder specific access to the

AUTHORITY’s property/information. The Bidder will not publish or disclose to others, nor, use in any

services that the Bidder performs for others, any confidential or proprietary information belonging to

the AUTHORITY, unless the Bidder has first obtained the AUTHORITY’s written authorization to do so.

The Bidder agrees that notes, specifications, designs, memoranda and other data shared by the

AUTHORITY or, prepared or produced by the Bidder for the purpose of submitting the offer to the

AUTHORITY for the said solution, will not be disclosed to during or subsequent to submission of the

offer to the AUTHORITY, to anyone outside the AUTHORITY.

The Bidder shall not, without the AUTHORITY’s written consent, disclose the contents of this Request

for Proposal (Bid) or any provision thereof, or any specification, plan, pattern, sample or information

(to be) furnished by or on behalf of the AUTHORITY in connection therewith, to any person(s) other

than those employed/engaged by the Bidder for the purpose of submitting the offer to the Authority

and/or for the performance of the Contract in the aftermath. Disclosure to any employed/engaged

person(s) shall be made in confidence and shall extend only so far as necessary for the purposes of

such performance.

Date: Signature with Seal :

Name :

Designation :



Form –1.11 : List of Subcontractor

Sr. No. Role Name of

Subcontractor

Product/ Services

offered

Responsibility

*Contact details of sub-contractor shall be provided



Form –1.12 : Check-list for Technical proposal compliance to RFP requirements

Sr.

No.

Requirements covered in Technical Proposal Y / N

1 Blank card procurement

2 Card pre-personalizer

3 Card personalizer

4 Card Management System

5 Mobile application development

6 Wallet Software

7 Courier and logistics

8 Card loading

9 Helpdesk

10 Online payment gateway

11 UID E-KYC Interface

12 Loyalty, Fraud, and Risk Management

13 PoS/ Validator provision

14 Central Clearing House

15 Reconciliation and Settlement back office

16 Dispute resolution

17 DR & BCP

18 Merchant Management

19 Customization of validators

20 SMC- domain integration, MIS, and Dashboard

21 Field training and maintenance

22 Hardware Management

23 Consumables

24 Admin console for SMC to define charges



CONTENTS AND FORMAT OF

PRICE PROPOSAL



Appendix 2: CONTENT AND FORMAT OF PRICE PROPOSAL

[Note: Must be submitted online, not to be sent physically]

Date………………….

To,





Subject: Submission of Price Proposal for RFP for selection of financial institution for providing smart

card based Eco System for unified city payments including mobility, recreational and

amusement areas of SMC, municipal bills, utility payments, retail and other payments within

Surat city

Dear Sir,

I/We, the undersigned Bidder, have read and examined in detail all the bidding documents in respect

of selection of financial institution for providing smart card based Eco System for unified city payments

including mobility, recreational and amusement areas of SMC, municipal bills, utility payments, retail

and other payments within Surat city.

We fully understand and agree to the scope of work, our roles and responsibilities, obligations, risks

involved and terms and conditions specified in RFP documents. I/We undertake to design,

development, implementation, operation, maintenance, and management of the project on Built,

Operate and Transfer basis as per the terms of the RFP. Following is our financial offer for undertaking

this project.

Percentage of income generated from the co-branded card based transactions in SMC Merchant

Services which SSCDL/Authority shall share with Selected Bidder.

Table-A: Transaction Cost to be paid by SSCDL & Cost of Card Personalization (if any)

Parameter Quote of the Bidder

Percentage of income generated from the co-branded card

based transactions in SMC Merchant Services which

SSCDL/Authority shall share with Selected Bidder (%)

<to be filled online only>

Per card personalization charges (INR) <to be filled online only>



Table-B: Revenue Share by the Bidder to SSCDL

Revenue Year <to be filled online only>

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7

Revenue share for the Authority Rt

(INR) {for t=1 to 7}

Total Revenue share with Authority

over license period (INR)

Rt {for t=1 to 7}

NPV (INR) = Rt/(1+i)t] {for t=1 to 7}

Notes:

a) The rate of discounting factor (i) shall be 10% for determination of NPV and all amounts should

be in INR.

b) The rates quoted online in Price Proposal Appendix-2 shall be exclusive of Service Tax but

inclusive of any other directly or indirectly applicable taxes. Service Tax as applicable shall be

payable by the Authority to the Selected Bidder based on invoice raised and on submitting the

evidence of payment of such Service Tax. Any deviations due to change in the rate of directly

applicable taxes and duties except Service Tax would be Liability of the Selected Bidder.

c) The Authority shall be entitled to deduct tax at source as may be applicable. The TDS

certificate(s) shall be submitted as per the due date specified in the Income Tax Act.

d) Evaluation of Price Proposal shall be carried out as per the method specified in clause 5.3.

e) Selected Bidder shall have to provide revenue model as per direction of the Authority.

f) Either Party shall make Payment quarterly as per the terms specified in Draft License

Agreement.

g) The revenue share for the Authority Rt (INR) quoted in the above format will be considered as

final amount payable to SMC by the selected bidder irrespective of actual revenue generated

by the selected bidder.

Thanking you.

Yours faithfully,

Name and Signature of the Authorised Person

Seal:



Address and contact number:

Appendix 3: PROFORMA OF BANK GUARANTEE FOR EARNEST MONEY DEPOSIT1

{On bank’s letterhead with adhesive stamp}

To,





This Deed of Guarantee is made on this ______day of __________, 201_ at ________________ by

__________________ an Approved Bank within the meaning of the Reserve Bank of India Act and

constituted under the Banking Companies Acquisition and Transfer of Undertakings Act, 1970/1980

and having its Head Office/Registered Office at _______________ and a Branch Office at ______________,

(hereinafter referred to as “the Bank” or “the Guarantor”, which expression shall unless it be repugnant

to the subject or context hereof be deemed to include its successors and assigns) in favour of “Surat

Smart City Development Limited” having its Office at __________(hereinafter referred to as “SSCDL”

which expression shall unless it be repugnant to the subject or context hereof be deemed to include

its successors and assigns).

WHEREAS, the SSCDL undertook the process of competitive bidding in order to select the most

desirable firm/company for_______________(RFP Name), for which purpose SSCDL issued a Request for

Proposal (“RFP”) document inviting Bids from the Bidders;

WHEREAS, _______________(name of Bidder) (hereinafter called “the Bidder”) has submitted his Bid dated

_______________ (date) for the execution of the Works (hereinafter called “the Bid”).

In the event of any breach or non-performance of the following terms and conditions contained in the

RFP document:

(1) If the Bidder withdraws or modifies his Bid during the period of Proposal Validity specified in

the RFP; or

(2) If the Bidder refuses to accept the correction of errors in his Proposal; or

(3) If the Bidder submits a conditional Proposal which would affect unfairly the competitive

provision of other Bidders who submitted substantially responsive Bids and/or is not accepted

by SSCDL, or

1 Issued by Nationalized / Scheduled Indian Banks only.



(4) If the Bidder, having been notified of the acceptance of his Proposal by the SSCDL during the

period of Bid validity and the bidder fails or refuses to execute the Agreement in accordance

with the RFP documents;

The Guarantor agrees absolutely, irrevocably and unconditionally guarantees and undertakes to pay

to SSCDL a sum of Indian Rupees ________ (Rupees__________________) without any protest or demur and

upon receipt of first written demand from SSCDL, without having to substantiate his demand, provided

that in his demand SSCDL will note that the amount claimed by it is due to it owing to the occurrence

of any one or more of the conditions, specifying the occurred condition or conditions.

This Guarantee will remain in force up to and including the date 180 days after the date of expiration

of the Bid Validity (i.e. 360 days from Proposal Due Date) or as it may be extended by the bidder on a

written request by SSCDL, notice of which extension(s) to the Bank is hereby waived. Any demand in

respect of this Guarantee should reach the Bank not later than the above date.

The jurisdiction in relation to this Guarantee shall be the Courts at Surat and Indian Law shall be

applicable.

The claim in respect of this Bank Guarantee shall be admissible at any of our Surat Branches.

IN WITNESS WHEREOF the Guarantor has executed this Guarantee on this _______ day of

_______________and year first herein above written.

Signed and delivered by the above named

________________Bank by its Authorized

Signatory as authorized by Board Resolution

passed on ______/

Power of Attorney dated […………]

________________

Authorized Signatory

Name:

Designation:

In the presence of:

1.

2.



Appendix 4: PERFORMANCE GUARANTEE PROFORMA OF BANK GUARANTEE FOR PERFORMANCE GUARANTEE2

(On Bank’s Letterhead with Adhesive Stamp)

To,





1. KNOW ALL MEN by these presents that we ____________________ of

____________________(Name and address of Bank) having our registered office at _________________

(hereinafter called “the bank”) are bound unto Surat Smart City Development Limited (SSCDL)

(hereinafter called “the Owner”) in the sum of INR ---------- (Rupees ----------------- only) for which

payment will and truly to be made to the said Owner, the Bank binds itself, its successors and

assigns by these present.

2. Whereas a Letter of Acceptance No. ___________ dated _______ has been issued by Surat Smart City

Development Limited (SSCDL), to ........................... (NAME OF SERVICE) (Hereinafter called “the City

Payment Card Project Selected Bidder”) for execution of the City Payment Card Project.

3. AND WHEREAS the City Payment Card Project Selected Bidder is required to furnish a Bank

Guarantee for the sum of INR__________) towards Performance Guarantee for the said City Payment

Card Project.

4. AND WHEREAS__________________ (Name of Bank) have, at the request of the City Payment Card

Project Selected Bidder, agreed to give this guarantee as hereinafter contained without demur.

5. We further agree as follows:

(a) That the guarantee hereinbefore contained shall not be affected by any change in the constitution

of our Bank or in the constitution of the City Payment Card Project Selected Bidder.

(b) That any account settled between the SSCDL and the Selected Bidder shall be conclusive evidence

against us of the amount due hereunder and shall not be questioned by us.

(c) That this guarantee commences from the date hereof and shall remain in force for a period of

______ days.

(d) That the expression ‘the City Payment Card Project Selected Bidder/Selected Bidder and the Bank’

herein used shall, unless such an interpretation is repugnant to the subject or context, include their

respective successor and assigns.

2 Issued by Nationalized / Scheduled Indian Banks only.



6. The Conditions on this obligation are:

(i) If the City Payment Card Project Selected Bidder fails or refuses to enter into the License Agreement

within the time limit specified in the Letter of Acceptance.

(ii) If the Selected Bidder fails to perform its obligations under the License Agreement to be entered

into between SSCDL and the Selected Bidder pursuant to issuance of Letter of Acceptance by

SSCDL to Selected Bidder.

We undertake to immediately pay to the SSCDL in Surat the above amount upon receipt of its first

written demand, without the SSCDL having to substantiate his demand provided that in its demand,

the SSCDL will note that the amount claimed by it is due to it owing to the occurrence of any one or

more of the conditions (i) & (ii) mentioned above, specifying the occurred condition or conditions.

SIGNATURE OF THE WITNESS

NAME OF THE WITNESS

________________________,

ADDRESS OF THE WITNESS

________________________

SIGNATURE OF AUTHORIZED OFFICIAL OF THE BANK

NAME OF OFFICIAL______________________

DESIGNATION__________________________

STAMP/SEAL OF THE BANK



Appendix 5: LICENSE AGREEMENT

This agreement made on the <Day> day of <Month, Year> between the GM (IT) of the Surat Smart

City Development Limited, Muglisara, Surat 395003 (hereinafter called the “Authority”) of the FIRST

PART and ______________________________________________________________________ (Name of Bidder) having

its registered office at __________________________________________________ (Address of the company where

registered) (hereinafter called “Successful Bidder” of the SECOND PART) through < Name of

Authorized Representative>, < Designation > empowered to sign and execute the agreement as the

SECOND PART which shall include successors assigns.

Whereas the FIRST PART the Authority is desirous in view of a tender (bid) notice no. SSCDL-

CityPaymentCard-RFP-01-2016 that the services/equipments/devices as per the financial quote in the

proposal submitted by the bidder should be provided by the SECOND PART. <<Approving



authority>> of the Authority by its resolution no. <> dated <> has accepted a tender of the Successful

Bidder for the work of City Payment Card Project for the sum of Rs. <> + Service Tax for a period of 7

years with this agreement for < > percentage of income generated from the co-branded card based

transactions in SMC Merchant Services and Per card personalization charges of INR _____.

SECOND PART agrees to share _____________ (INR) total revenue with FIRST PART the Authority over

license period of 7 years as submitted in Financial Proposal.

AND WHEREAS the work has been awarded to the SECOND PART vide letter <>, dated <>.

AND WHEREAS the SECOND PART has agreed for City Payment Card Project vide its bid.

Now this agreement witnesseth as follows:

1. The following documents shall be deemed to form part and be read and considered as part of

this agreement. viz

a. The said Request for Proposal – SSCDL-CityPaymentCard-RFP-01-2016 of the FIRST PART.

b. Addendum & Corrigendum to the RFP (if any)

c. Technical and Financial Proposal submitted by the SECOND PART

d. LOA issued by FIRST PART

e. Non-Disclosure Agreements

2. In this agreement, words and expressions shall have the same meaning as are respectively

assigned to them in the tender papers hereinabove referred to.

3. The SECOND PART will deliver the Scope of Work/Services as detailed in the RFP SSCDL-

CityPaymentCard-RFP-01-2016.

4. In consideration of the payments to be made by the Authority, the FIRST PART to the Successful

Bidder, the SECOND PART as hereby covenants with the Authority to provide services and

deliverables in conformity to the bid documents referred as per the RFP. In case of failure of the

Successful Bidder to deliver the products/services, the Authority is authorized to get the work

done from third party at the cost and risk of the SECOND PART.

5. The Authority and the Successful Bidder shall make payments to either party in accordance with

the provisions of the Request for Proposal. All other terms and conditions shall be as per the RFP.

6. The contract shall be governed by the Laws in India and shall be subject to the Jurisdiction of

Surat.

IN WITNESS WHEREOF the parties mentioned hereinbefore cause this agreement to be signed and

hereunto set their respective hands and seals through their authorized representatives on the day,

month and year first above written at SURAT.



In presence of:

1. Witness _______________________

Name _______________________

2. Witness _______________________

Name _______________________

For and on behalf of

(< Name >)

Designation of Authorized Representative

Surat Smart City Development Limited

_______________

(< Name >)


Surat Smart City Development Limited

1. Witness _______________________

Name _______________________

2. Witness _______________________

Name _______________________

For and on behalf of

Successful Bidder

_______________

(< Name >)


Sealed with the Common Seal of the Surat Smart City Development Limited in the presence of

1. ______________________

2. ______________________

Authorized Persons of SSCDL



Appendix 6: BILL OF QUANTITIES [Note: Must be submitted online, not to be sent physically]

This section comprises of Bill of Quantities required in each service area. The Bidder shall have to

provide rates, make and Models for each BOQ item in separate envelope along with Originals of

Technical Proposal.

For BRTS and City Bus, following validators/ PoS are being installed by AFC vendor. Bidder needs to

update the kernel and get it certified in coordination with AFC vendor. Below are the number of

validators and PoS being installed at BRTS and city bus:

Sr.

No.

Item No. of Units

1 Point of Sell Machines at BRT Bus Stations (POS) 171

2 Station card validator for access barriers to be installed on flap gates/barrier

at BRT Bus stations – Hardware Component

342

3 ETM Handheld/ETM with printer for barcoded ticket issuance and reader,

Valuators for smartcard readers for City Buses

440

4 Pole based Entry/Exit Smart Card Validator for City Buses -Hardware

Component

400

For other use cases, i.e. SMC city center, One-time payments like in Science Center etc., pay & park

facilities and membership based use cases like Library, Swimming Pool, it would be Bidder’s

responsibility to provide PoS/ Validators. Also, for the period of contract, Bidder would be responsible

to integrate the validators for any new developments of SMC services within the scope of current

contract.

Card readers, printers and POS machines need to be installed for the services provided by SMC located

in various parts of Surat. Over the years, the total number of units providing these services is expected

to grow taking various factors into account. Based on this assumption, cost quoted by Bidder in BOQ

would be considered by Authority for any additional quantities over and above mentioned in BOQ as

and when requested by Authority through Request Order. Hardware supplies to services like hawkers,

hotels, shops and malls, and auto-rickshaws is outside SMC purview.

Card forecasting is done based on the assumption that growth rates will be different for different years

based on the adoption cycle of the market. This considers that in the initial two years, there will be

early adopters (assumed 0.1% of the population in 2016) willing to try the new service while the service

itself may face some hiccups and hence market will see a slow growth rate. While for 3-5 years, there

will be a steep growth and for the 6th and 7th year, the market will tend to saturate with still a small

growth rate as the population will have risen by then. Bidder may come up with its own forecasting

model for computation of its financial bid.



7-year Plan

Year Year 1

(2017)

Year 2

(2018)

Year 3

(2019)

Year 4

(2020)

Year 5

(2021)

Year 6

(2022)

Year 7

(2023)

People possessing

personalized card

29,314 58,628 2,53,618 10,97,119 21,94,237 24,13,661 26,55,028

Card growth projection

Note: Projections above for personalized cards are based on a combination of linear and non-linear

models and may not match the actual figures.

Total Combined Bills of Quantities for Open Loop Smart Card Common City Payment Project

The Bidder shall have to provide rates, make and Models for each BOQ item along with O&M

costs for year-1 to year-7 online only. It is to be noted that rates of the BoQ items shall not be

taken in Price Proposal Evaluation, but will be considered at a later stage when additional

requisition has to be given by the Authority. The specifications of the BOQ items need to be

attached with Appendix 6.



BOQ Items [Note: Must be submitted online, not to be sent physically]

Sr.

No.

Item Make/ Model Qty Rate

per

unit

(Rs.)

Tax

(Rs.)

Amount

(Rs.)

O&M Cost in INR (inclusive of Taxes)

Year

1

Year

2

Year

3

Year

4

Year

5

Year

6

Year

7

Hardware Items

1 POS machines with

functionality to pay,

to map & read SMC

domain system info.

to/from card and to

top-up card

175

2 Wireless POS

machines (with

battery backup) with

functionality to pay

250

3 Turnstile with

validator at Entry and

Exit gates of

“members only” Pool

Area

30

4 EMV Compliant

Smart Cards

6,00,000

Software items

1 Card Management

System

1

2 Clearing House

Solution

1

3 Web portal - Internet

Payment Gateway

1



4 Payment Wallet/

Mobile Recharge

1

5 Integration with SMC

domain systems, MIS

and Dashboard,

biometric/ iris readers

1

6 Integration of FI’s

command centre with

SMC command and

control centre

1

7 Admin console for

SMC to define

charges or concession

groups

1

8 Validators/ acquiring

terminals software

components

1

9 Security/Firewall, DR/

BCP, etc.

1

Notes:

1. Apart from the above stated quantity, necessary infrastructure as per Clause No. 1.6.5 at approx. 1000 service delivery touch points

outside SMC environment to be setup by the selected bidder.

2. The printing facility including consumables must be provided by the bidder at every POS terminal either incorporated in validator or

attached printer for ticket issuance and receipt generation. The BOQ for such items needs to be provided by the bidder.

3. Any other item specified in RFP Part 2 and not mentioned in herein above shall also be considered as part of Bills of Quantities. The

Bidder shall have to mention rates of such line items separately in the online price bid form.

4. It is to be noted that rates of the BoQ Hardware items (EMV Compliant Smart Cards excluded) and O&M shall not be taken in Price

Proposal Evaluation. These rates will be used for additional quantities over and above mentioned herein as and when requested by

Authority through Request Order. However, no separate Request Orders will be issued for ‘EMV Compliant Smart cards’ and ‘POS

machines for add value, card issuance and Ticket issuance’ by the Authority and it is solely Selected Bidder’s responsibility to issue

more cards in future and develop the Smart Card Eco System.

Selection of Financial Institution for Providing Smart Card Based Eco System for

Unified City Payments Including Mobility, Recreational and Amusement Areas of

SMC, Municipal Bills, Utility Payments, Retail and Other Payments within Surat City

PART 2 – SCOPE OF SERVICES AND TECHNICAL SPECIFICATIONS

RFP No.: SSCDL-CityPaymentCard-RFP-01-2016 Last date (deadline) for online Price Bid Submission: 15.12.2016 Last date (deadline) for Technical Bid Submission: 19.12.2016

RFP for Selection of Financial Institution for Open Loop Smart Card Common City Payments System

Invited by

Surat Smart City Development Limited 115, Smart City Cell, Surat Municipal Corporation,

Muglisara, Main Road, Surat – 395003, Gujarat


SURAT SMART CITY DEVELOPMENT LTD. Page 1 of 79

EXECUTIVE SUMMARY Surat Municipal Corporation (SMC) has a unique vision to empower residents and visitors of

Surat city to look at a new paradigm of payment and identification. The project which was

trialed earlier now is gaining momentum and under the ‘Smart Cities’ initiative from

government of India, SMC wishes to showcase this project to the nation. The project named

‘City Payment Card’ is a unified payment and identification mechanism riding on the popularity

of contactless card technology. It aims to simplify the life for all residents and visitors of the

city by addressing common issues such as lack of proper change while making payments, high

queuing times at public places to access amenities and the need to carry multiple cards for

identification, membership etc.

The Co-branded card itself would be available in two broad categories –Prepaid card and debit

/ credit card. The prepaid cards can be non-personalized general cards or personalized cards.

Further, there should be flexibility to ensure targeted benefits for groups such as students,

senior citizens, Economic Weaker Section (EWS), SMC employees, tourists or other concession

groups as defined by SMC from time to time. The card once issued would contain all pertinent

information related to the cardholder and permit them to use the card for making payments

and establishing identity and membership status at select facilities along with provision of

mobile wallet for cashless electronic transfer and for card to card transfer using mobile wallet.

SMC also envisages concepts like cashback and rewards to accelerate the acceptance of these

cards in the city.

To provide the best of services to the residents and visitors, SMC wants to attract the best of

talent from leading financial institutions who have rich experience in running similar initiatives.

The implementation plans hence would be tendered and the party which meets all relevant

requirements with the highest total financial score would be awarded the contract. The parties

who respond to the RFP are expected to manage the entire program end-to-end including

supply of manpower, related equipment such as printers, access control gates etc.

In the entire City Payment Card ecosystem, SMC is at the core of the structure as service

provider. The Financial Institution along with their technology/ consortium partner(s) (if any)

would act as card issuer and reload agent and would be the party which responds and wins

this tender, referred to as FI throughout this document. IBM functioning as the Project

Management Consultant (PMC) is the third and final member of the ecosystem. The

Automated Fare Collection System (AFCS) for BRTS and city buses have been awarded to NEC

Corporation and will be considered within SMC scope for this document.



TABLE OF CONTENTS

EXECUTIVE SUMMARY ........................................................................................................ 1

TABLE OF CONTENTS .......................................................................................................... 2

TABLE OF FIGURES ............................................................................................................... 4

1 INTRODUCTION ................................................................................................................. 5

2 CITY PAYMENT CARD ECOSYSTEM .............................................................................. 6

2.1 OVERARCHING PRINCIPLES ...................................................................................................................... 6

2.2 AS- IS SITUATION ASSESSMENT ............................................................................................................... 8

2.3 TO-BE SITUATION ASSESSMENT .............................................................................................................. 8

3 FUNCTIONAL SPECIFICATIONS ................................................................................... 11

3.1 INITIAL ROLL-OUT AND ADOPTION .................................................................................................... 12

3.2 TYPES OF CARDS AVAILABLE FOR CITIZENS ..................................................................................... 13

3.3 VALIDATORS/POS TERMINAL TYPES .................................................................................................. 16

3.4 USAGE POINTS ........................................................................................................................................... 17

3.4.1 Unique Financial Applications ............................................................................................ 17

3.4.2 One-time entrance fee / charges ...................................................................................... 17

3.4.3 Merchant Financial Use Cases ............................................................................................ 18

3.4.4 Validation/Authentication only ......................................................................................... 18

3.4.5 Non-Functional Requirements ............................................................................................ 19

3.4.6 Card Data Migration Requirements ................................................................................. 20

3.4.7 Scope of Work/Roles and Responsibilities ................................................................... 20

4 KPIS AND MIS REQUIREMENTS .................................................................................. 24

4.1 KEY PERFORMANCE INDICATORS ........................................................................................................ 24

4.2 SERVICE LEVEL AGREEMENTS ............................................................................................................... 26

4.3 MIS REQUIREMENTS ................................................................................................................................ 26

5 TECHNICAL SOLUTION .................................................................................................. 27

5.1 REFERENCE SYSTEM ARCHITECTURE ................................................................................................... 29

5.2 NETWORK & INFRASTRUCTURE REQUIREMENTS ........................................................................... 30

5.3 INTEGRATION REQUIREMENTS WITH OTHER SYSTEM ................................................................... 32

6 PROJECT IMPACT ............................................................................................................ 33

6.1 SOCIAL .......................................................................................................................................................... 33

6.2 ECONOMIC .................................................................................................................................................. 34

6.3 ENVIRONMENTAL ...................................................................................................................................... 34

7 ENDING NOTES ................................................................................................................ 35

APPENDIX I ........................................................................................................................... 36

APPENDIX I.I - CARD ISSUANCE PROCESS .............................................................................................. 36

APPENDIX I.II - CARD LOADING PROCESS .............................................................................................. 40

APPENDIX I.III - AUTHENTICATION USAGE PROCESS ......................................................................... 43

APPENDIX I.IV - PAY AND ACCESS USAGE PROCESS .......................................................................... 45



APPENDIX I.V - BRTS CASH LOAD USAGE PROCESS .......................................................................... 48

APPENDIX I.VI - BRTS USAGE PROCESS ................................................................................................. 51

APPENDIX I.VII - PAY ONLY USAGE PROCESS ...................................................................................... 54

APPENDIX I.VIII - MEMBERSHIP USAGE PROCESS ............................................................................... 57

APPENDIX I.IX - TRANSPORT USAGE PROCESS ..................................................................................... 60

APPENDIX I.X - MOBILE USAGE (W I-F I) PROCESS .............................................................................. 63

APPENDIX I.XI - MOBILE VALIDATOR USAGE PROCESS D IAGRAM ................................................ 66

APPENDIX I.XII - CASHBACK SCENARIO PROCESS D IAGRAM .......................................................... 69

APPENDIX I.XIII – RETAIL PAYMENT PROCESS D IAGRAM ................................................................. 72

APPENDIX I.XIV – REFUND SCENARIO PROCESS D IAGRAM ............................................................. 75



TABLE OF FIGURES FIGURE 1 - A SIMPLE CONTACTLESS CARD AND READER 5

FIGURE 2 - OVERARCHING PRINCIPLES 6

FIGURE 3 - ECOSYSTEM 7

FIGURE 4 - LIFECYCLE OF CARD USAGE FOR CITIZENS 11

FIGURE 5 - ADOPTION LIFECYCLE 12

FIGURE 6 - CITY PAYMENT CARD FRONT DESIGN 13

FIGURE 7 - GENERAL CITY PAYMENT CARD (GRAY IN COLOR) 14

FIGURE 8 - PERSONALIZED CITY PAYMENT CARD 15

FIGURE 9 - READERS AND VALIDATORS TYPES 16

FIGURE 10 - CITY PAYMENT CARD REFERENCE SYSTEM ARCHITECTURE 29

FIGURE 11 - CITY PAYMENT CARD INTEGRATION COMPONENTS 32

FIGURE 12 - SOCIAL IMPACT OF DIGITAL CURRENCY 33

FIGURE 13 - ECONOMIC IMPACT OF DIGITAL CURRENCY 34

FIGURE 14 - ENVIRONMENTAL IMPACT OF DIGITAL CURRENCY 34

FIGURE 15 - PHASED APPROACH 35

FIGURE 16 - CARD ISSUANCE PROCESS 36

FIGURE 17 - CARD LOADING PROCESS DIAGRAM 40

FIGURE 18 - AUTHENTICATION USAGE PROCESS DIAGRAM 43

FIGURE 19 - PAY AND ACCESS USAGE PROCESS DIAGRAM 45

FIGURE 20 - BRTS CASH LOAD USAGE PROCESS DIAGRAM 48

FIGURE 21 - BRTS USAGE PROCESS DIAGRAM 51

FIGURE 22 - PAY ONLY USAGE PROCESS DIAGRAM 54

FIGURE 23 - MEMBERSHIP USAGE PROCESS DIAGRAM 57

FIGURE 24 - TRANSPORT USAGE PROCESS DIAGRAM 60

FIGURE 25 - MOBILE USAGE (WI-FI) PROCESS DIAGRAM 63

FIGURE 26 - MOBILE VALIDATOR USAGE PROCESS DIAGRAM 66

FIGURE 27 - CASHBACK SCENARIO PROCESS DIAGRAM 69

FIGURE 28 - RETAIL PAYMENT PROCESS DIAGRAM 72

FIGURE 29 - REFUND SCENARIO PROCESS DIAGRAM 75



1 INTRODUCTION Surat Municipal Corporation (referred to as SMC henceforth), has a unique vision of digitizing

their city-wide services. Payment digitization is one of the first and most important steps

involved in empowering their citizens to experience world-class facilities where the said

payment instrument can be used in multiple locations. The system is envisaged to bring

significant ease to citizens by way of paying electronically using a smart card for all city services

including transport, municipal services like library, swimming pool, community hall,

entertainment and amusement park, parking, bill payments, utility payments, etc.

The overarching idea of the City Payment Card is to use a single payment instrument for all

city-wide services. This would also facilitate to integrate mobility systems across the city with

other services.

The end-to-end ecosystem associated with City Payment Card is captured and the key entities

and processes associated with the program are documented. The City Payment Card would

work at designated touch points in conjunction with a contactless card reader. When the

customer waves the card at the reader, the transaction is performed in a matter of a few

seconds and this would help prevent queuing up at the usage points.

Figure 1 - A simple contactless card and reader

The concept of City Payment Card is ‘EMV based open loop payment cards’ which are

interoperable owning to widespread usage and reliability of EMV standards.

The underlying specifications for the card would be EMV-compliant cards on ISO

14443/ISO18092/ISO7816 standards.



2 CITY PAYMENT CARD ECOSYSTEM

2.1 Overarching Principles

Figure 2 - Overarching Principles

By opting for an open loop payment processing, the cards will become cash accessible, the

card holder may be able to access funds through an ATM or at a PoS (Point of Sale). Multi-

purpose cards may be anonymous or personalized. It simplifies the purchasing processes with

minimum credit risk to the card holder.

1) Interoperability - Being open standard based, the cards can be used across all transit

modes along with other municipal services like tax payments, library/ swimming pool

membership, one-time entrance fees, etc. These are solutions where cards are issued

to card holders by multiple issuing entities and are accepted at multiple locations not

necessarily belonging to SMC only. The solution provides interoperability amongst the

members who subscribe to this solution and becomes a part of the payment network.

2) No loss to personalized card holders if the card is lost as the value is also stored on

server if customer reports the loss on time to financial institution to block the card.

3) The cards are provided free of cost to customers without any recurring monthly or

annual charges.



4) The eco system to include Prepaid Cards, co-branded debit/credit card, mobile wallets

and NFC enabled mobile payments, thus future-proofing the solution.

5) With RuPay as the preferred scheme, the solution to be compatible with UPI, Aadhar

linked payments and National Mobility Card initiatives.

6) Higher transaction limits as regulated by RBI or any other regulating agency norms

based on the type of.

The following diagram illustrates the City Payment Card ecosystem and the various players

involved in it.

Figure 3 - Ecosystem

SMC intends to tender out the entire system to a qualified financial institution. The operating

model involved is ‘Build – Operate – Transfer’. The selected vendor would be entirely

responsible for running the program with a SMC appointed PMC to oversee the operations

and manage the evolutionary progress of the ecosystem. The FI shall design, develop and

maintain the open loop smart card top-up channels and e-payment services. The FI shall

design, develop and be responsible for the maintenance and management of required

systems.

It is envisaged that the rollout of the cards and associated services would be staggered to gain

a steady and confident approach amongst card users. Financial Institution envisaged will be

responsible for activities mentioned under its purview.



2.2 As-is situation assessment

As of October, 2016, the ecosystem for smart cards does not exists as the tendering process is

still in works. SMC has decided to go for the open loop card system consistent with MoUD

approach towards National Mobility Card system. The AFCS contract has been awarded to NEC

Corporation which will be responsible to develop the AFCS ecosystem at SMC BRTS and city

bus.

2.3 To-be situation assessment

The following are the processes defined for the City Payment Card ecosystem:

I. Card Issuance

The customer can request for a new card. This is the first step where the customer

approaches the designated City Payment Card issuance outlet and applies for the card.

General cards are issued without personalization at FI outlets, retail outlets and BRTS

terminals. Personalized cards to be issued by FI from both SMC premises as well self-

managed outlets. FI to capture details as per standard KYC norms and will also capture

other information as finalized by SMC like property tenement ID, library membership

number, swimming pool membership number, etc. for personalized cards as and when

required. All the personalized cards need to be mandatorily linked to Aadhar card (UID/

KYC). Only one personalized card to be issued per customer. Lost/ Damage cases need to

be handled by FI as per its standard practices for reissuing of personalized cards. The

manpower for such tasks would be managed by FI.

II. Card Loading

This is the process which defines how customer loads money into the card by approaching

loading points (operated by FI/its affiliates or SMC/SMC affiliates). The manpower for such

tasks would be managed by FI or SMC/SMC affiliates.

III. Authentication Usage

When required, one of the use cases for the City Payment Card is authentication like

attendance in SMC premises. The FI will enable storing the employee number on the card

and will provide necessary access mechanism so that the attendance devices to be placed

by SMC can read the employee no. while card is tapped.

IV. Pay and Access Usage

This process deals with customers using facilities like Aquarium or Science Centers and

paying for the same with their City Payment Cards.

V. BRTS Cash Load Usage



This process is different from what is mentioned in (ii) because here the cash is collected

by BRTS employees (SMC) and not FI/retailers. This cash needs to be accounted for at the

backend with FI.

VI. BRTS Usage

One of the use cases where the process flow relies on validators procured from AFC vendor.

The centralized FI software would need to communicate with these validators. The

certification of these validators would be a joint responsibility of FI along with AFC vendor.

FI should comply with the business rules set by AFCS.

VII. Pay Only Usage

This process exists in scenarios where only payments are made without the need for any

doors to be opened or entries and exits to be recorded. Typical scenario is payment of

taxes/bills at civic centers.

VIII. Membership Usage

This process is mainly for pre-paid membership services such as library, swimming pools,

etc.

IX. Transport Usage

This business process would be defined by AFCS service provider and the FI’s system

should integrate with AFCS. Typical use case scenario is a city bus which does not have a

regulated path like BRTS.

X. Mobile Usage (Wi-Fi)

This process pertains to users who want Wi-Fi access codes and can pay for the same using

City Payment Cards/e-wallet.

XI. Mobile Validator Usage

This process is for enforcement agents appointed by SMC who have a mobile device to

check the card for usage at designated spots and levy fines should a situation arise.

XII. Cashback Scenario

This process defines the cashback scenario where customers get money back into their

cards. Similar to cashback scenario, loyalty points to be accumulated in card account of

the customer.

XIII. Retail Payment

This process defines end-user availing cash-free shopping service using City Payment Card.

XIV. Refund Scenario



This process defines end-user returns his card and wants to get the amount refunded to

him in his card linked bank account/cash.

These process flows have been discussed in detail in Appendix-I to serve as guidance to FI.

Implemented process flows should be flexible to incorporate changing business requirements.

The principal point to be noted are as follows:

1) Authorized financial institution will be responsible for issuing the personalized City

Payment Cards. Financial institution will develop, operate and maintain card

management system to cover card procurement, card pre-personalization,

personalization, issuance, dispatch & delivery.

2) Financial Institution to be also responsible for supplying general cards (non-

personalized) to the people in Surat. These cards would be available at various touch-

points in the city. Additionally, financial institution to ensure that these cards are

present at all BRTS terminals along with other major PoS in Surat. This would ensure

widespread adoption of the ecosystem.

3) Financial institution to be responsible for cash management, reconciliation and

settlement activities, provision, and customization of validators. Customization of

validators to be done by FI jointly with the AFCS service provider.

4) Financial institution to be central and focal point for all activities/card operations – both

payment and non-payment transactions. Financial institution will be responsible to

develop an authentication mechanism and maintaining MIS for all non-payment

transactions and extend access to non-financial transactions data to SMC for its

employee attendance record or any other purpose as and when asked by SMC.

5) Financial institution to be responsible for developing the retail ecosystem for City

Payment Card at a healthy pace. FI will be responsible to take decisions related to

declaration of loyalty programs and various schemes for City Payment Card on time-

to-time basis throughout the contract period.

6) The financial institution will also deploy their resources in the project as required. This

includes managing helpdesk for card issuance, dispatch and delivery, field training,

hardware management, fraud and dispute management.



3 FUNCTIONAL SPECIFICATIONS The City Payment Card initiative aims to provide the citizens of Surat with an easy to use

payment instrument with the convenience of “tap and go”. The underlying technology being

considered is contactless smart card. At the same time, the City Payment Card initiative intends

to include mobile wallets, NFC enabled smartphones and co-branded contactless cards which

ride on popular schemes such as RuPay (preferred), MasterCard and Visa.

The illustration below shows the concept at a high level:

Figure 4 - Lifecycle of card usage for citizens

Financial Institution will be the primary issuer of the card in association with other relevant

stakeholders as detailed in the document. Financial institute will be responsible for card

management system and it will be backbone of all activities associated with payment activities

within SMC limits.

The last but most important point for the City Payment Card/wallet/co-branded cards is that

personalized cards would only be issued to citizens who are already enrolled in government

of India’s UID initiative. In other words, the personalized card would only be issued to

customers who currently possess a valid Aadhaar card.

Customers who do not have an Aadhaar card (UID) would have to use a general card (non-

personalized) or apply for the Aadhar card at SMC/designated government department.

Use card at SMC facilities such as

transport and public ameneties;

as well as PoS terminals across

Surat

Check the balance through available mechanisms

Load/Relaod/ card with cash

using designated channels



3.1 Initial roll-out and adoption The City Payment Card project is expected to be a build-operate-transfer model awarded to

the most deserving vendor. Once the vendor completes the build and goes live, customers

would start getting on-boarded on the new platform. The graph below depicts the scenario

for adoption.

Figure 5 - Adoption Lifecycle

The expected coverage at the end of 5 years from the launch is around 85% of the households

in Surat City. This pertains only to personalized cards for family members in the households.

General cards would be issued by FI in parallel. The expected growth rate of card adoption is

expected to overtake the population growth rate during the ‘steep progress’ phase.

1-2 years 3-5 years >6 Years



3.2 Types of cards available for citizens

The City Payment Card and the add-ons such as mobile wallets, NFC enabled mobile phones

and co-branded debit and credit cards would be available in the following flavors to the

citizens of Surat. A possible construct of the card is given below along with the basic elements,

to be finalized by FI with SMC:

Figure 6 - City Payment Card front design

A – Type of card placeholder

C – Name of the cardholder (N/A for general

cards)

E – Contactless card symbol

G – Banking partner logo

B – Card No. of the cardholder

D – Card expiry MM/YY

F – Photograph of cardholder (N/A for general

cards)

H – SMC logo

The length of card number for all City Payment Cards will be defined by FI. The number scheme

should have provision to segregate City Payment Card users.

The back of the card which includes magnetic stripe will be designed by the financial institution

as per their standard practices like terms and conditions, customer service call, toll free

number, etc. and submitted to SMC for approval.

A

B

C D

E

F

G

H



General/ Non-Personalized Cards:

a) On-Spot cards

These cards are issued to temporary residents of

Surat who wish to access some of the common

facilities such as public transport and parking

infrastructure within the city. Complete list of services

accessible by City Payment Cards and support for

various cards would be documented in section 4.4 of

this document.

The primary difference between the general and

other cards is that the general card is not

personalized for any individual and can be issued

instantly at the designated outlets in Surat City.

For the <CATEGORY> entry, ON-SPOT will be printed

in this card.

Figure 7 - General City Payment Card

(Gray in color)

b) Tourist Cards

Specialized general cards are also being envisaged where a variant would be available for

tourists/visitors. These cards are issued to tourists and temporary visitors of Surat who wish to

access SMC services, public transport and parking infrastructure. CMS system should be able

to handle card validity for a daily/weekly cards issued to visitors and also able to support

bundled offers like 2 visit to science museum, 3-day pass for BRT and city bus, one visit to

nature park, one visit to amusement park for an assumed bundled value of 500. To promote

tourist cards in Surat aligned with Gujarat Tourism objective, financial institution has to come

up with combo offers and marketing schemes in accordance with guidance from SMC.

For the <CATEGORY> entry, TOURIST will be printed in this card.



Personalized Cards:

a) Standard cards

The standard card and three other cards detailed

below come under the category of “personalized

cards”. These cards cannot be issued instantly to

the customer. Instead, the customer data is

captured at the touch-points and the citizens

would receive the cards after a pre-defined period

of time.

The standard cards are issued to citizens who are

above the age of 18. These cards would serve as a

general card and most of the services would be

availed by the cardholders at the prescribed rates.

For the <CATEGORY> entry, STANDARD will be

printed in this card.

Figure 8 - Personalized City Payment Card

b) Child/Youth Cards

These cards are issued to residents of Surat who are below the age of 18. The holders of this

card would be eligible for certain special prices at all the available access points. This will

ensure that once the cardholder turns 18, they would be prompted to acquire an adult card

from FI touch points. For the <CATEGORY> entry, CHILD/YOUTH will be printed in this card.

c) Senior Cards

These cards are issued to residents of Surat who are above the age of 60. This card would give

the cardholders special rates at most of the touch points including buses, public libraries, and

venues such as science centers, etc. For the <CATEGORY> entry, SENIOR will be printed in this

card.

d) Concession Cards

These cards are issued to residents of Surat who meet a certain criterion such as ‘Lower Income

group’. The aim of this card would be to bring social inclusion for the cardholders along with

the ability to offer differential pricing on a regular basis. This card can also be issued to

especially-abled citizens. For the <CATEGORY> entry, CONCESSION will be printed in this card.

Further, there should be algorithms embedded to ensure targeted benefits for groups such as

students, senior citizens, EWS, SMC employees, tourists or other concession groups as defined

by SMC from time to time.

Note: All personalized cards to be issued subsequent to standard KYC by bank along with

Aadhaar authentication. Aadhaar authentication will also help determine the age of the

applicant to check eligibility for issuance of Child/Youth Card or Senior Card.



3.3 Validators/PoS Terminal types

Figure 9 - Readers and Validators types

Standalone PoS Swipe & Dip/ PoS machines for add value, card issuance

Traditional PoS terminal which can have swipe and dip functionality for EMV cards. Connects

to bank switch via mobile data or landline telephone (modem based). Can be loaded with

custom applications for supporting non-payment transactions similar to loyalty points enquiry,

etc.

Contactless PoS

The bank to issue a three-in-one POS to accept contactless payments in addition to contact

and Magstripe modes. However, in certain situations, only contactless payments make it more

efficient to handle transactions (limit for PIN-less transactions is INR 2000 per RBI). Battery

operated PoS have to be used. These are used for ticketing in city bus, nature park, science

museum and can be extended to auto rickshaws and taxis too.

Contactless Gate

These validators would sit on turnstiles for public transport and one time entrance fee

payments like Science Centre, Nature Park, Aquarium, etc. The validators to have provision to

read QR-code based tickets along with City Payment Cards.

Integrated PoS – Swipe & Dip

These do not require separate key-in of amount on PoS as the amount would flow directly

from billing software to machine. They can also be used for non-financial transactions such as

library and swimming pool. Turnaround time is lot quicker here. May accept contact,

Contactless and Magstripe transactions.



3.4 Usage Points

The usage points are classified into the following categories:

- Unique Financial Applications

- One-Time Entrance fee

- Merchant Financial Use Cases

- Validation/Authentication only

3.4.1 UNIQUE FINANCIAL APPLICATIONS

Sr.

No.

Type of Application / Location Cards permitted

1 Library and swimming pool

membership

Personalized only

2 BRTS Both personalized and general cards

3 Multi-level Parking &

other Pay & Parks

Both personalized and general cards

4 City Bus Both personalized and general cards

5 City Civic Centre, Integrated

Ward Office, Mobile Van & Field

Payment Collection

Both personalized and general cards

6 Affordable Housing Personalized cards

The process diagrams for these applications will be in accordance to Appendix-I.

3.4.2 ONE-TIME ENTRANCE FEE / CHARGES

Sr.

No.


1 Gardens Both personalized and general cards

2 Nature Park Both personalized and general cards

3 Gopitalav Both personalized and general cards

4 Science Centre Both personalized and general cards

5 Water Sports Both personalized and general cards

6 Auditorium Both personalized and general cards

7 Aquarium Both personalized and general cards

8 Amusement Park Both personalized and general cards

9 Surat Wi-Fi Personalized cards

10 Hospitals and Urban Health

Centres Both personalized and general cards



The process diagrams for these applications will be in accordance to Appendix-I. Swimming

pool can have a ‘pay-as-you-use’ model or a membership based model. Both should be

accommodated in the card management system of the financial institution.

3.4.3 MERCHANT FINANCIAL USE CASES

Sr.

No.


1 Hotels Both personalized and general cards

2 Hawkers Both personalized and general cards

3 Shops & Malls Both personalized and general cards

4 Auto-Rickshaw Both personalized and general cards

The process diagrams for these applications will be in accordance to Appendix I. The given list

is extendible to include more use cases in future.

3.4.4 VALIDATION/AUTHENTICATION ONLY

Sr.

No.


1 SMC Employees Personalized only

2 School Teacher Personalized only

3 SAFAL Personalized only

4 Anganwadi Personalized only

The process diagrams for these applications will be in accordance to Appendix I.



3.4.5 NON-FUNCTIONAL REQUIREMENTS

The card management system of FI should be able to sustain the Non-functional Requirements

like:

3.4.5.1 Security Requirement

• All security breach detections shall be confidential, and accessible only to users of the

appropriate class and reported immediately to SMC.

• The system security shall provide features to maintain data integrity, including error

checking, error monitoring, error handling and encryption.

• Validator-to-Smart Card communication shall be secured using multiple security keys and

layers of information protection or encryption to mitigate risk against the possibility of

being “hacked” or read by an unauthorized device. Vendor to provide information on

proposed security methods in their Proposal submission.

3.4.5.2 System Resilience

• All equipment like Readers / Validators, ETMs, etc. should be reliable.

• Mean time between failures (MTBF) in operational hours

Minimum MTBF for On-board equipment

o Validator - 10000 hours

o Electronic Ticketing Machine (including printer) - 7000 hours

o POS terminal - 7000 hours

• Service Support

o Maximum time for providing support at site - 2 hours

o Mean time to repair (MTTR) for all equipment - max up to 2 hours after which

the equipment has to be replaced from the buffer stock.

o Buffer Stock for all devices to be maintained at 10-12% of the requirements.

3.4.5.3 System Monitoring Requirement

• FI shall implement all necessary tools to monitor SLA parameters and generate reports

(example availability, performance, downtime, usage, etc.) accordingly accessible to

authorized SMC users.

• The system should be able to generate all types of reports which will be used to track

status of Deployment, Technical and Operational SLA including parameters like

Correctness of deployment, Capacity of Application, Transfer of transactions, etc. for

monitoring of SLA.

• Application should have a web console which can be displayed in SMC command center

(SMAC) and can be used by SMC operators for monitoring actions taken by FI on incidents.

• The FI should provide the following helpdesk performance monitoring reports:

a) Details of Calls logged on weekly, monthly or any other duration as specified by SMC

b) Numeric and graphical representation of calls logged at Helpdesk



3.4.6 CARD DATA MIGRATION REQUIREMENTS

A very important aspect which needs to be fulfilled by FI is Card Data Migration. Since the

tendering process is expected to take time, AFCS intends to kick-start the project with QR code

tickets or passes. Once the FI is identified and awarded the contract, they are expected to

migrate the existing data from AFCS onto the new platform and issue the new City Payment

Cards so that the experience is seamless for the customers.

3.4.7 SCOPE OF WORK/ROLES AND RESPONSIBILITIES

3.4.7.1 Roles and Responsibilities of Financial Institution will include:

The roles & responsibility of FI will be inclusive but not limited to the following. The FI will be

required to carry out all activities and perform roles & responsibility to meet the objective of

the Open Loop Smart Card Common City Payment System.

3.4.7.1.1 Contactless EMV complaint Card Issuance:

Card Procurement, pre-personalize, personalize

o The card should be complaint with ISO standards (like ISO 14443/ISO 18092/ISO

7816/ISO 10373) as per RBI guidelines for smart card, debit card, credit card in

terms of dimensions, resistance, etc.

o SMC to approve the card design before proceeding to printing by FI

Issue cards as per FI’s KYC Norms

o Linking of Aadhar card with personalized card

o FI has to collect tenement ID, library membership ID, swimming pool membership

ID with card application or at a later date for mapping

o Personalized cards with nomenclature for different types such as senior citizen,

Adult, Youth, Concession cards, EWS, SMC employees, etc. or other concession

groups as defined by SMC from time to time

o Non-Personalized cards for general users and tourists

o FI must automatically issue new cards on change of card type

o FI to offer its existing customers in Surat to upgrade to City Payment Cards

Card courier and dispatch

o FI shall undertake supply/distribution of City Payment Card to all designated

locations.

o FI shall make provisions for delivery of the personalized cards to the individuals at

their doorstep.

o FI should maintain City Payment Cards in a secure location and with security

guidelines as per PCI guidelines and EMV guidelines (MasterCard, Visa and RuPay

standard for key management, personalization etc. should be followed).

3.4.7.1.2 Card Loading:



Cash loading through cash, ATM, online transfer through various channels

Mobile App based wallet with Auto top-up feature

Provide facility to automate top-up of card from any bank account in case of low balance

Card-to-card mobile/online transfer

Financial Institution (FI) to tie-up with retailers for loading points

3.4.7.1.3 Hardware provisioning:

Provide necessary hardware for all required applications:

o The service delivery points (approximately 1000+) shall be located at various

locations across the city. The purpose of providing such touch points is to ensure

that all services mentioned as part of this RFP can be availed by citizens at a

walkable distance of not more than 500 metres

o Payments – standard PoS transactions through SMC amenities such as Civic

Centers, Science Museum, Nature Park, Gardens, online, etc.

o BRTS and city bus validators to be provided by AFC vendor, FI to develop L2 kernel

application followed by certification of devices jointly with AFCS service provider

to ensure seamless transaction processing

o Non-Payment – Identification, attendance, membership details such as library, SMC

offices and swimming pool

Certify devices, cards, etc. as per EMV and PCI-DSS standards

3.4.7.1.4 Merchant Management:

FI to ensure retailers display City Payment Card symbol prominently

FI will facilitate following through retailers:

o Card loading and issue cards as per given process (in case of general cards)

o For personalize cards acceptance new forms from customer and submit to FI

o Activation of new cards as per FI’s norms

o Bill payments

o FI to maintain inventory of prepaid general cards

o Cash withdraw from card at any PoS

o Help end users / customers about use of cards

3.4.7.1.5 Card Management System:

Manage the entire smart card life cycle management of open standards card

specifications, card applications, payment scheme, card account management and card

transactions

o FI to maintain entire life cycle indicative activities of City Payment Card such as

Issuance, Activation/Deactivation, Blockage, Blacklisting, Decommissioning,

Re-load /Reuse, Lost/Found, etc.

FI to ensure inter-operability of cards across all use cases as mentioned in section 3.4

FI to provide exclusive Intellectual Property Rights (IPR) of City Payment Card data

format and standards to SMC

For any non-financial transaction, bank gateway will communicate with SMC API for

authorization and authentication



3.4.7.1.6 Cash Management:

Cash management for field loading points (on behalf of the FI)

FI shall collect the cash at SMC Premises at the end of the day and/or the amount received

from card based transactions and deposit into SMC’s Merchant account on T+2 day

(settlement). Where ‘T’ is date on which money collected

3.4.7.1.7 Reconciliation and Settlement:

Account maintenance – Pool account, Merchant accounts, etc.

Perform transaction clearing, reconciliation, and settlement for all participants in the eco

system

Regular reporting on behalf of FI on agreed parameters

Central Clearing House (CCH)

o CCH should track and account the fare deduction based on unique identification

of Smartcard

o FI shall settle all the transactions done up to 11:00 PM daily. The share of

transactions so settled shall be transferred to account of SMC Merchants in T+2

day

o CCH should auto share or upload MIS all payment scroll done by City Payment Card

commuter to AFCS system

o CCH should calculate and transfer the SMC revenue share on non-SMC payment

transaction charges

3.4.7.1.8 Non-payment Usage:

FI to ensure all non-payment use cases are met and necessary integration with SMC

domain systems are completed

SMC may appoint 3rd party agency to certify the data formats and standards used by

FI for terminal interface

3.4.7.1.9 Marketing, Loyalty, fraud and risk Management:

Marketing Activities

o Marketing and promotions of card - to come up with innovative marketing

strategies time-to-time and expedite adoption of cards across Surat city

o FI should market Co-branded card with IEC materials through multiple channels

such as (web adds, FM, radio, TV, Posters, brochures) with FI own cost

Provide risk, fraud and dispute/chargeback capabilities including KEY management

Provide Loyalty management capabilities (co-branded with SMC)

3.4.7.1.10 Helpdesk and Dispute Management:

Provide central toll-free helpdesk/ IVRS to handle customer grievances

Helpdesk/customer care management

o Provide City Payment Card dedicated card customer support over Phone, Internet

and at bank branch level for card issuance, renewal, refunds, customer and

merchant account management and customer support with payment gateway and

authentication services as per RBI requirements

o FI to maintain separate helpdesk /call center to handle calls of SMC



3.4.7.1.11 Admin console for SMC:

Admin console for SMC to define charges or concession groups

To access MIS reports as defined in section 4.3

SMC foresees the need for implementing changes during the contract period (e.g.

generation of new MIS reports, provision to upload additional formats, modify

reconciliation logic, etc.). This may also include incorporation of new modes of

payment along with the current modes of payment. FI to provide the above with no

additional cost to SMC

3.4.7.1.12 Field Training, Hardware maintenance and consumables:

FI should have a local technical team set-up in Surat for operations and support.

Provide training to retailers in Gujarati/ Hindi/ English for citizen-friendly operations

Arrange for field training and maintenance of the validators/PoS Terminals

FI should provide training material and user manuals on usage of Smart card validator,

Ticket vending machines and Ticket Value machines

FI should provide training on the FI related MIS report and fund reconciliation

Manage hardware on field including requests for adding new hardware

Manage consumables such as printer role and spares in case of faults in the machine

3.4.7.1.13 SMS and e-mail gateway:

Manage email/SMS for citizens and merchants

Check balance through SMS

3.4.7.1.14 e-Payment gateway, Mobile application and web-portal, wallet software:

Augment wallet to the prepaid instruments

Provide an e-payment gateway and portal for self-service and loading

Mobile application (Android/iOS/Windows) connected to mobile wallet to be developed

for all user services like secure QR based tickets, app based payments for parking, etc.

Supports standard Internet security including, but not limited to Digital Certificates,

Various levels of encryption, Secure Socket Layers (SSL), Secure Hypertext Transfer Protocol

(HTTPS)

3.4.7.1.15 Data Recovery and Business Continuity Plan

3.4.7.1.16 Integration with SMC’s domain system, command centre:

Provide MIS integration points for SMC

Provide APIs for mobile apps and web applications for public

Facilitate integration between with SMAC (SMC Command Center) and MIS dashboard

requirements

3.4.7.2 Roles and Responsibilities of SMC

Provide manpower to all its management outlets like civic center, zoo, library



SMC APIs will communicate with respective domain systems eg. LMS to verify the

membership validity mapped to tapped City Payment Card

With help of MIS and alerts provided by FI, SMC to configure use cases on SMAC center

Domain services and respective IT applications like LMS, Property Tax, ITMS, AFCS

SMC to ensure necessary infrastructure development and reliable network connectivity for

validators/ PoS within SMC premises to connect with FI ecosystem

AFC vendor to provide validators on bus terminals, city bus, BRTS, etc.

3.4.7.3 Exit Management

The exit process would start at the beginning of the last two quarters of seventh year (i.e. from

the date of signing of the contract) in case contract is not extended further. At the beginning

of the last quarter of the end of the contract period or in the event of termination of contract,

the FI is required to provide necessary handholding and transition support, which shall include

but not limited to, conducting detailed walkthrough and demos/drills for FI Services system,

project documentation, etc., and addressing the queries/clarifications of new FI selected by

SMC.

The incumbent FI shall prepare proper books of accounts for all transactions and specifically

provide clear details of pending to be fund transfer. FI shall also deposit the cash collected

and amount of transaction settled to SMC.

FI shall provide support in terms of smooth handing over of database. The ownership of the

data generated upon usage of the system, at any point of time during the contract or expiry

or termination of the contract, shall vest with SMC. At the end of the License Period or earlier

Termination of Contract due to FI Event of Default, the FI shall transfer ownership of all

Hardware, database, Standard third party software Licenses, source code, APIs, customized

software developed for City Payment Card Project except its proprietary Hardware and

Software to Authority at no cost to Authority.

During the contract period, the FI shall ensure that all the documentation including policies,

procedures, etc. are kept up to date and the same are handed over to SMC during the Exit

management process.

4 KPIS AND MIS REQUIREMENTS The FI who is awarded the contract will be measured on certain KPIs and SLAs. This is to ensure

that they are accountable for their tasks and only get compensated if their work is of high

quality and bears maximum efficiency. Some basic parameters in KPI and SLA are mentioned

below.

4.1 Key Performance Indicators Below are KPIs which can be finalized with the successful FI in consultation with SSCDL. Critical

KPIs can have back-to-back measurements and successive lapses can lead to financial penalty

for the FI.



No. Performance Indicator Below

Acceptable

Levels

At

Acceptable

Levels

Above

Acceptable

Levels

1 Customer Satisfaction Index <=70% 70-90% =>90%

2 Logistical errors in card

personalization (wrong

dispatch)

>4.00% 1.00-4.00% <1.00%

3 Incorrect/Failed

personalization – Citizen

Inconvenience

>2% 0.2%-2% <0.2%

4 Card validators/readers not

accepting cards

>1% occurrences

in a calendar

month

0.2%-1% <0.2%

5 Errors in cashback/reward

point calculations and

reporting to SMC

>0.5% of

monthly

throughput

0.1%-0.5% <0.1%

6 Percentage of cards issued

within agreed hours of

completing the card

application process

<=90% 90-95% >=95%

Reporting at regular intervals has to be made available by successful FI for SMC monitoring

using automated tools to calculate the total penalties arising due to non-compliance of the

SLA.

How KPIs would be measured?

No. Performance Indicator Measurement Methods

1 Customer Satisfaction Index

At every customer touch point, a customer

feedback needs to be recorded. The solution for

this would be provided by the FI and discussed

with SMC. In parallel, SMC may conduct

independent customer survey.

2

Logistical errors in card

personalization (wrong

dispatch)

Customer complaints system would pass the

information to the KPI measurement system.

3

Incorrect/Failed

personalization – Citizen

Inconvenience

If the wrong card is printed by FI, count of reprints

need to be captured. Sum total of such reprints can

be used to monitor incorrect personalization.

4 Card validators/readers not

accepting cards

Based on customer complaints, this information

should be fed into the KPI measurement system.

5

Errors in cashback/reward

point calculations and

reporting to SMC

Recon reports and verification mechanisms

deployed.

6 Percentage of cards issued

within agreed hours of Card issuance reports and customer complaints



completing the card

application process

4.2 Service Level Agreements The FI shall develop an SLA and KPI Measurement and Monitoring System (SMMS) for

measuring and reporting the SLAs and KPIs. All SLA and KPI measurement and calculation of

penalties shall be automated. Manual intervention for measurement of SLAs and KPIs shall be

after prior approval of SMC.

Severity and service/enhancement levels will be defined after freezing the process flows and

application complexity by successful FI in agreement with SSCDL.

4.3 MIS requirements Apart from the financial reconciliation reports which need to be generated by the system every

day at a pre-agreed cut-off time, the card management system of FI should be able to generate

all of the below items on an ad-hoc as well as a real-time basis for a given date range apart

from standard periods like Today, This Week, Last Week, This Month, Last Month, This Quarter,

Last Quarter, Month to date, year to date, launch to date.

1. How many people applied for cards with categorical breakup

2. How many people successfully cleared e-KYC

3. How many people did not clear e-KYC

4. PoS terminal wise reports

a. Applications

b. Foot falls

c. Collections

d. Revenue generated

e. Attendance/staff position

f. Warning on low or no stationary, consumables etc.

5. How many cards per category issued

a. Adult

b. Youth/children

c. Senior citizen

d. Concession

e. How many General/Tourist cards are being issued by all participating outlets?

6. How many cards are loaded with cash

a. Cash position in bank – reconciled as of n-1 day

b. Shortfall if any

7. How many cards are dormant (with cash loaded) for

a. 1 month

b. 3 months

c. 6 months

d. 9 months

8. How many cards are being used for cash transactions - outlet information



9. How many cards are being used at SMC for non-payment use cases - e.g. library, etc.

10. How many online top-ups are being done

11. How many customers have linked their Savings bank account to the card account

12. How many customers availed auto top-up facility and top-up patterns as per amount

and mode of payment

13. User demographics and popular travel destination

14. Most travelled routes and peak hours in BRTS, city bus

15. The FI website shall provide MIS view of Bank Statements without any limitation on

the period

16. MIS Dashboard - The Bank shall provide MIS dashboard displaying the following

a. Closing Balance in each Account

b. Amount eligible to be withdrawn

c. No. of Transactions + Value of transactions (mode-wise) for last 7 days

d. No. of EMDs refunded + total value for last 7 days

e. Status of Payment Scrolls

Note: These are not exhaustive. Provisions should be kept to fulfill ad-hoc report requests

from SMC.

5 TECHNICAL SOLUTION The entire City Payment Card system (shown in the next section) would be managed by

financial institution. This system is a combination of application and database layers which is

accessed by all users of the system through standard web-browsers. It would be the pivotal

part of the eco-system and centrally communicate to all the parties involved. On one end of

the spectrum, there would be the cardholders who would approach validators/card readers in

various form factors. These validators/readers would communicate through one or more

mediums to the financial institution. On the other end, FI will communicate to all parties as

required such as Unique Identity Database (UID), SMAC, E-mail and SMS gateways, AFCS, etc.

The financial institution may have following core modules within itself which deal with specific

functionality. Necessary audit trail to be maintained. Some of the most important ones are:

1) User rights management: This module would maintain a repository of all users and manage

their credentials, complexity of passwords, expiry dates of such passwords and also maintain

their access privileges.

2) Card validation: This module would perform various types of card authentication for both

payment and non-payment transaction categories. The validators would primarily

communicate with this module and get a response on the next state accordingly. This module

would have an integrated fraud and risk management module which would work on defined

business rules to ensure that social miscreants do not game the system.



3) Printing services: This pertains to the card personalization (both exterior and interior) before

it can be sent to the customer. The input for this stage is a pre-personalized card and the

output is a finished card which has the customer’s photograph, card number, validity date and

Name. Though the module is present in the FI, it may be accessed at a remote printing site

where bulk printing is carried out.

4) Courier & Logistics module: Customers can get cards home-delivered free of charge. This

module would give a tracking feature which can be accessed by anyone who has access to the

web portal.

5) Supply Chain module: The sourcing of cards, maintaining inventory and predicting the

demand for future procurement are all handled by this module. This module would work on

analysis of past data and have a manual override feature to ensure that only adequate

quantities of supplies such as blank cards, printer parts etc. are ordered and maintained. This

will also take care of auto-invoicing, payments to vendors and all related processes.

6) Security key management module: All smart card keys are maintained in this secure module

and can only be retrieved by key custodians. The module will manage a pair of custodians. In

this case, the two parties could be one each from FI and one from SMC/ AFC vendor as

designated.

7) Customer care module: This is solely responsible for handling all customer queries and

tracking their grievances. This is accessible both by customers and helpdesk agents.



5.1 Reference System architecture

Legends: -

Financial Institution

Figure 10 - City Payment Card reference system architecture

Notes:

1. UID/FI’s e-KYC interface is used during card application process as well as attendance

process for validation

2. All services will reside on financial institute’s server. Even in case of cloud solutions, the

physical location of cloud servers should lie within geographical boundaries of India

and should not be accessible from outside India.

3. Entire technology ecosystem will have a primary server (database, application server

and webserver) as well as secondary server. FI will be in clustered environment where

data synchronization will happen at real-time. In addition to clustered environment

there will be Disaster recovery site.

Web/Mobile/Tablet



4. Above is a reference system architecture for FI. FI should detail out the system

architecture it would incorporate to meet RFP requirements.

5.2 Network & Infrastructure requirements

SSCDL would evaluate the responses and select a qualified vendor who would then be awarded

the contract. In the response stage, the vendor would come up with a comprehensive

application architecture and solution.

Since the network and infrastructure designs will vary from one vendor solution to another,

the requirements cannot be defined now. The optimum selection would depend on various

factors such as total cost of ownership, robustness of the solution architecture and previous

implementation track record.

The proposed solution should have all adequate failsafe mechanisms so that it does not cause

inconvenience to the users of City Payment Cards. At no point, should users experience issues

due to network and infrastructure failure. Below are general expectations from system w.r.t.

network and infrastructure.

Infrastructure Requirements

• The solution hardware and software architecture should be able to meet the

requirements to process 500 concurrent transactions per second initially, and vertically

scalable up to 2000 with an expected growth of 20% every year.

• System should be capable of expanding and scaling up to 20% with additional deployment

of required hardware and necessary amendments to software for smooth operation of City

Payment Card system.

• Server uptime more than 99.98%.

• Guarantee more than 99% availability of services.

• Sufficient data storage to maintain six months’ transaction data and eighteen months’

summarized reports available on-line for analysis, reporting and investigation.

• Three years’ complete data Backup to be available onsite.

• System shall support 1200-1500 concurrent users, readers / validators for total services

with at least 30% scalability.

Performance Requirements

The proposed system shall meet the following essential performance specifications:

a) Speed of Operation (Maximum times allowed)

Speed of Providing Service to Commuters

• Point of Sale Terminals (providing a non-registered SMART CARD across the counter) – 1

min per customer

• All types of readers for reading / writing from/to the card & capturing a transaction – 1 s

• Electronic Ticketing Machine for capturing a transaction and print out the ticket – 1 s

• Printer to print out the ticket/receipt – 4 s



Speed of Transfer of Transactions and Important Data

• From POS terminal to backend & vice-versa - Maximum 1 sec after a transaction is made

on either side (in the quickest possible setting)

• From Validator to backend and vice-versa - less than 1 min after a transaction is made on

either side (in the quickest possible setting)

• From backend, transfer of information like fare tables, blacklist, etc. to validators, ETMs,

POS terminals – within 15 min of initiating this transfer of data from backend

Speed of Generation of MIS reports

• Maximum time after ‘firing’ a report to the time of report generation – 30 sec to 90 sec

(depending on the size of report)

Additionally, the network and infrastructure requirements to meet the functional and non-

functional requirements are stated in section 3.4.5.



5.3 Integration requirements with other system

Figure 11 - City Payment Card Integration Components

The concept of City Payment Card revolves heavily around communications between various

disparate systems offered/provided by third parties. The diagram above shows the integration

touch points in detail. Some of them are internal to SMC (SMAC Center, MIS reports, Citizen

Web Console/Mobile App) whilst others are clearly offered by third parties (like UID, FI, E-mail

and SMS)

Solution integration would follow common published protocols for most of the systems. Once

the details emerge, SMC and FI will decide upon the communication mechanism and protocol

and the same would have to be implemented by FI Consortium.

Note: Integration of FI / validator with domain systems would be responsibility of FI during the

operation period of 7 years. In case the domain systems are changed, the integration support

would be provided by the financial institution as and when required.



6 PROJECT IMPACT A project with the far-reaching effects such as City Payment Card initiative will have impact on

various parts of the socio-economic fabric. A move towards digital currency has seen

tremendous advantages in the developed countries where such a concept is stable and in

mainstream approach. The road to adoption would not be very smooth, but once a critical

mass is achieved, the system would become self-sustaining. There are three primary areas

where impact would be seen. Both the positives and negatives in each case are assessed.

6.1 Social

Figure 12 - Social impact of digital currency

Will embody a strong civic sense such as queuing, punctuality etc.

Increased usage of public amenities

Positive sentiments through word of mouth

Slower acceptance

Steep learning and educating curve

Initial drop in usage of public amenities

Po

stiv

e So

cial

Imp

act

Po

ten

tial negative

social im

pact



6.2 Economic

Figure 13 - Economic impact of digital currency

6.3 Environmental

Figure 14 - Environmental impact of digital currency

Cost effective transactions and Turn around times

Greater throughput as compared to cash

Cost of 'change' eliminated

Quicker access to funds -prepaid system

Acceptance penetration will be high as card accepted in already installed PoS & ATMs

Customers may be reluctant to park funds in card account

Po

stiv

e Ec

on

om

ical

Imp

act

Po

tential n

egative econ

om

ical imp

act

In the long run, Surat will consume fewer currency notes and coins

e-ticketing will avoid less papers being wasted

Cash transporation will reduce resulting in savings

Card is made of plastic and would need proper disposal or can be polutant

Initial issuance process would need some paper work and logistics such as courier which adds to carbon footprint - but it is one-time

Standard cards and visitor cards may need to be eco-friendly if dumped by users after a few uses

Po

siti

ve E

nvi

ron

men

tal I

mp

act

Po

tential n

egative enviro

nm

ental im

pact



7 ENDING NOTES With absolute clarity on the approach vis-à-vis tendering the entire gamut of services to

financial institution, SMC would like to take a phased approach.

Figure 15 - Phased approach

In the first phase, SMC and Financial Institution will launch a limited pilot to ensure that the

cards are issued and start reaching customers. Then as part of phase 1, since BRTS & City Bus

AFCS is already work in progress with pilot implementation using QR-based ticketing planned,

these cards to be used in all BRTS terminals and city buses. The maximum expected timeline

for pilot implementation is 2 months and Phase-1 completion is 6 months from signing

of agreement.

In second phase, the FI is expected to cover all other use cases for SMC services. The maximum

expected timeline for Phase-2 completion is 12 months from signing of agreement.

The usage of cards at non-SMC services including merchant payments in retail outlet

environment will be developed by financial institution in parallel along both the phases and

comes under FI’s purview.

The application’ security policy should be aligned to standard industry practices and RBI or

any applicable regulating agency’s guidelines. Both application and the underlying

infrastructure operations/physical environments should employ security frameworks that span

multiple standards, including the ISO 27000 family of standards, NIST 800, and others.

The security framework is recommended to be based on ISO 27001/27018 which would enable

FI to meet or exceed security standards and implementation guidelines. ISO 27001 defines

how to implement, monitor, maintain, and continually improve the Information Security

Management System (ISMS).

The underlying information security policy is also recommended to be aligned with ISO 27002.

ISO 27002 is not a certification but provides a suggested set of suitable controls for the

Information Security Management System.

FI is on boarded and starts card procurement and developing the system

FI covers all BRTS terminals, city buses and develops retail environment

FI covers all SMC services and expands retail environment



APPENDIX I

Appendix I.I - Card Issuance Process

Figure 16 - Card Issuance Process



Step no. Description Participants

1. Start of process

1.1. Customer Want to Purchase

City Payment Card

The card issuance process starts with the need of the customer to possess a City

Payment Card.

End-User

1.2. Online The application for card issuance can be done via online or offline methods.

One is 'self-service model' where the customer fills a card application form online via

web / mobile. Also, he has to upload a passport size coloured photograph with white

background onto the application. The other is the 'outlet model' where the customer

submits hard copy of application at the outlet.

1.3. Personalize On receipt of application, the retailer has the option to issue personalized or non-

personalized / general card basis application.

2. Application Phase

2.1. End-user submits online

application

Before taking up the process, he must ensure that he possesses Aadhar Card for

identification purpose. Else, he can apply for Aadhar Card at the Surat Municipal

Corporation. The customer fills an online application and submits the form.

End-User

2.2. Select Type of Card On the basis of application, the retailer chooses to issue personalized cards as adult,

child / youth, senior, or concession card.

Retailers

2.3. Submit hard copy of form The retailer submits hard copy of form to the FI for the issuance process. Retailers

2.4. Select Type of Card For non-personalized or general cards, the same will be treated as an Adult card. Retailers

3. Prep Phase

3.1. Form is verified and

validated by user online

It is the responsibility of user to verify and validate the details entered by him in the

online form. SMC or FI shall take no responsibility whatsoever in factual errors.

End-User

3.2. Retailer sends form to FI for

personalization

The cards are pre-personalized according to different Card types like non-personalized

and personalized. FI receives the hard copy of form from the retailer.

FI



3.3. Vendor Receives KYC or

Authentication details & updates

form

The KYC or authentication details submitted by the customer is received by the vendor

for updating the form.

Retailers

4. Processing Phase

4.1. Online Aadhar KYC / FI's KYC

as per norms done

The customer needs to do e-KYC or FI's KYC as per norms for personalized card. FI

4.2. FI Authorizes the user After successful validation of KYC, the FI authorizes the customer. Else, a failure message

is sent to the customer.

FI

4.3. FI Provides receipt to end

user

The customer is given receipt of successful authorization to the customer for his records. FI

4.4. FI Selects Card Type as per

request

FI validates the form submitted and select card type. FI

4.5. FI Performs KYC as per its

process

FI performs KYC as per standard norms for personalization. FI

4.6. Retailer Issues required card The FI has to maintain monthly stock of cards with the retailer. Retailers

5. Cards Personalized

5.1. FI Application sends Card

creation request

In the personalization stage, the FI application sends card creation request to card

personalization team.

FI

5.2. Cards personalized per

orders from FO

As per orders from Front Office, cards are personalized at Back Office with card type,

name of the card holder, card number, logos and card validity. The other card details to

be printed on the card are as per SMC's and FI's discussions.

FI

5.3. Cards ready for

personalization as per input

provided in the form

The personalization includes writing the internal memory of the card with the customer's

data including Aadhar number, coloured photo on white background and KYC data by

the personalization team. The hardware and software data is aligned and the card is

ready for despatch.

FI



6. Card delivered to customer

6.1. Card received by FI Courier The printed cards are received at the FI's despatch team for courier to the customer. FI

6.2. Cards delivered to customer The ready cards can be collected by the customer at his doorstep through FI's courier. FI

6.3. Customer must activate the

card

As per FI's described process, customer has to visit the nearest FI or retailer to activate

the card.

End-User

6.4. Customer has the active City

Payment Card!

Customer can now load the card as per defined rules. End-User

Note: End of the day issuance and activation log count is required to be displayed on a dashboard for SMC analysis. Option has to be given to

citizen to put any another mobile number also for verification when doing Aadhar verification. FI to follow government mandate to store all

customer data in servers located within India only.



Appendix I.II - Card Loading Process

Figure 17 - Card loading process diagram




1. Low Balance / Empty Card

1.1. Customer with New Card or

Low Balance Card will start top

up process

Once a customer receives a new card, he needs to load the card. Also, in case of low

balance, the customer needs to load the card for further usage. The maximum top-up

limit is as per defined rules.

Customer

1.2. Top-Up The customer has the option to do manual top-up or automatic top-up. The automatic

top-up is as per standing instructions given to the FI.

1.3. Choice of re-load In manual top-up, the customer has the option to go for online or offline methods.

2. Card Loading Initialization

2.1. Customer takes new / old

card to Retail outlet

For initialization of card loading, in manual offline process, the customer needs to visit

any retail outlet with the card.

Customer

2.2. Customer provides blank

card and cash to agent

The customer needs to hand over his card and cash to the retailer to load his card with

respective amount. Here, it is to be noted that the customer has only payment via cash

option at the retailer.

Customer

2.3. Customer logs on to portal For online loading of card, the customer needs to log into the app portal or website. Customer

2.4. Customer enters card

number and selects FI gateway

On the portal, the customer enters his card details, the amount of recharge required

and the FI's gateway for payment.

Customer

2.5. Auto Top Up Request will be

sent to FI

The customer has to give one-time standing instruction to the FI to activate auto top

up his card.

Automatic

Card Top-Up

2.6. Customer to set Auto top up

amount (One time)

The amount of top-up the customer wishes to activate can be chosen by the customer

as per options given by the FI.

Customer

3. Card Loaded

3.1. Retailer will receive card and

count cash

In the card loading stage, the retailer counts and confirms the cash amount received

from the customer along with card.

Retail Loading

Point

3.2. Retailer will access system

and load card with amount

FI's validator is accessed by the retailer to write the card with the given cash amount. Retail Loading

Point



3.3. Retailer will generate receipt A receipt of the same transaction is generated by the retailer through a validator for

the customer.

Retail Loading

Point

3.4. Retail vendor system sends

Top Up info to FI

The given transaction details are synced by the vendor system to the FI. Retail Loading

Point

3.5. Gateway redirection to FI of

choice

The payment gateway of the card is redirected to any FI of choice of customer. Customer

3.6. Card successful loading

message sent to Card User

If the card gets loaded successfully, a message is sent by the FI portal to the customer.

If the transaction fails, a failed transaction message is displayed and the user tries

again.

Customer

3.7. Card loaded upon next touch

on validator

The updated balance on FI server is synced with the card and written on it upon next

touch on validator.

Customer

3.8. System will Top up Amount

and message will be sent to user

Automatic card top-up system will top up the asked amount from the customer's FI

account and transaction message will be sent to the customer.

Automatic

Card Top-Up

4. Cash position settled

4.1. Loaded card & receipt

collected by customer

Upon syncing of retail vendor system and FI, customer collects the loaded card and

transaction receipt from the retailer.

Customer

4.2. Reconciles the cash position

and verifies with report

Retailer counts the cash in hand and matches it with the report generated to check for

any discrepancies.

Retail Loading

Point

4.3. FI receives cash amount from

all retailers & verifies

FI receives the cash amount from all retailers and verifies the transactions as per

standards.

FI

4.4. Cash Position settled with FI

and FI Transfer amount to card

account

As per FI's standards, cash position is settled by the FI system and FI transfers amount

to card account.

Automatic

Card Top-Up



Appendix I.III - Authentication Usage Process

Figure 18 - Authentication Usage process diagram




1. Approach

1.1. Customer taps card on

reader

The readers are placed at the entrance of services provided by SMC where authentication

is required for entrance. The customer needs to tap his card on the reader to enter the

premises.

Customer

2. Analyze

2.1. Machine reads card

number

The card reader machine reads the card number stored in the contactless card. Card Reader

Machine

2.2. Validates card against

info

The authentication server checks the card number against the information stored in its

database and validates the same.

Authentication

Server

2.3. May prompt for further

authentication

If further authentication is required, the same is prompted by the server to the customer

through the card reader machine. For example, at some service areas, biometric

verification may be required at future stage.

Card Reader

Machine

2.4. Customer provides

fingerprint/iris

When prompted by the card reader machine, the customer provides his fingerprint to the

scanner machine or does his iris scanning for the system to process.

Customer

2.5. Validate against template

stored at UID / FI

The online template is the e-KYC data of Aadhar database or the through FI server. The

authentication server matches the biometric data credentials against an online stored

template database.

Authentication

Server

2.6. Valid Authorization? Authorization check is done and validation success or failure result is prompted by the

authentication server.

2.7. Access or Attendance The authorization message is passed on to the Access Control system and the Attendance

system as required.

3. Authenticate

3.1. Pass message to open

door/turnstile etc.

For a successful validation, the Access Control system gives the instruction to open the

door/turnstile, display green light signal or buzzer for the customer.

If there is a validation failure, a failure message is prompted for the customer with a red

light signal or buzzer.

Access Control

SW/HW

3.2. Record attendance with

timestamp

Attendance along with timestamp is recorded by Attendance System upon entrance of the

customer in the SMC service premise.

Attendance

System



Appendix I.IV - Pay and Access Usage Process

Figure 19 - Pay and Access usage process diagram




1. Pre-Approach

1.1. Accompanied? When the customer approaches an SMC premise, there are two possibilities: either he

is alone or he brings guest(s)/family member(s) and requests the ticket operator at the

premise to let them all enter on his card only.

2. Unaccompanied Approach

2.1. Customer taps card to gain

access to site

If the customer is alone, he taps his card against a card reader installed at the turnstile

gate entrance of the premise.

Customer

3. Accompanied Approach

3.1. Customer go to Kiosk or

Operator and requests for

additional tickets

If the customer is accompanied by someone, he requests the ticket operator additional

tickets to be issued on his card only. This helps in the convenience of those whom he

accompanies and also other people standing in that queue.

Customer

3.2. Operator accept cash or taps

card for payment & issues

additional tickets

Ticket operator takes the card from the customer and taps it on the card reader to

deduct the amount for him as well as his companions. A barcode/additional tickets

is/are generated and handed over to the customer which contains access for his

companions.

Operator /

Kiosk

3.3. Customer taps card for self

to gain access to site

At the turnstile access gate, the customer taps his own card and gets access. Turnstile

Access Gate

4. Validate access

4.1. Paid versus non-paid At the turnstile gate access, the customer can pay the amount upfront using cash or

choose to use his card for payment.

4.2. Card Reader validates card

balance and deducts fee

If the customer chooses to pay the amount using his City Payment Card, the

authentication server validates card balance and deducts the amount from his card. The

balance is written on the card using the card reader.

Authentication

Server

4.3. Parallel Gateway On successful deduction of payment fees, at the front end, the customer is granted

access. And on the back end, authentication server interacts with FI.



4.4. Accompanied show barcode

/ Ticket for access

If the payment has already been done by the customer, the accompanied just need to

show the barcode/tickets to get access at the turnstile access gate at the front end.

While at the backend, information is passed on to FI server.

4.5. Card reader Validates Access

information

For the accompanied, FI server records payment of fees amount. Authentication

Server

5. Entry granted

5.1. Customer is granted access

to premises

The turnstile access gate opens for the customer and his accompanied. No further

gates are then present for them.

Turnstile

Access Gate

6. Reconcile

6.1. Operator reconciles cash

position for the day

For cash payments done by customers, the operator reconciles cash position at the end

of day and matches it with transaction records report.

Turnstile

Access Gate

7. Settle

7.1. Transfer money to merchant

from pool account

At FI, settlement is done end of the day where it transfers amounts from pool accounts

of customers to the merchant which here is the service provided by SMC.

FI

7.2. Operator submits cash to

central location

The collected cash is then submitted to a central location of SMC by the operator. Turnstile

Access Gate

8. End The operator is free from his duty. All records are updated in FI systems and

settlements are done in FI.



Appendix I.V - BRTS Cash Load Usage Process

Figure 20 - BRTS Cash Load usage process diagram




1. Empty Card

1.1. Customer takes new card to

BRTS outlet

For offline loading of card, the customer needs to visit the outlet installed at various

BRTS stations in Surat.

Customer

2. Card Loading Initialization

2.1. Customer provides card and

cash to agent

The customer needs to hand over his City Payment Card and cash to the agent to load

his card with desired amount subject to a maximum as per rules.

Customer

3. Card Loaded

3.1. BRTS agent will receive card

and count cash

The BRTS agent receives the card and the cash from the customer. He confirms the

cash amount.

BRTS Loading

Point

3.2. Agent will access PoS

terminal and load card

PoS terminal is accessed by the agent to write the card with the given cash amount. BRTS Loading

Point

3.3. Balance will be updated in

card account

The given transaction details are synced by the PoS terminal with the FI system at

specified intervals.

BRTS Loading

Point

3.4. Agent will generate Receipt A receipt of the same transaction is generated by the agent through a validator. BRTS Loading

Point

4. Cash position settled

4.1. Loaded card & receipt

collected by customer

Upon settlement of cash position, customer collects the loaded cash and cash receipt

from the BRTS agent.

Customer

4.2. BRTS Agent generates daily

cash report

At the BRTS loading point, the agent generates a daily cash report end-of-day to check

all the transactions that happened.

BRTS Loading

Point

4.3. Reconciles cash position and

verifies with report

He counts the cash in hand and matches it with the report generated to check for any

discrepancies to complete his duty for the day.

BRTS Loading

Point

4.4. FI receives the cash amount

& verifies

EOD FI receives the cash amount from all BRTS agents and verifies the transactions. FI



4.5. FI credits amount to Pool

account

Now, FI loads individual pool accounts of services for such transactions to complete the

transactions for the day.

FI



Appendix I.VI - BRTS Usage Process

Figure 21 - BRTS Usage Process Diagram




1. Start

2. Need to travel

2.1. Customer taps card at

station boarding bus

For using the BRTS, the customer taps his card against a card reader installed at the

entrance of the boarding bus station.

BRTS IN

3. Alighting Point

3.1. AFCS records time, station id

& blocks max fare amount

AFCS records time, station ID and blocks full fare amount from his card from boarding

point till last stop after validating cash present in his card.

Else, a failure message is prompted that he has insufficient cash to travel. For this, card

loading points are also installed at all BRTS stations for convenience of passengers.

AFCS

3.2. Turnstile opens enabling

customer into bus

Turnstile access gate opens for the customer to enter the bus. BRTS IN

4. Departure Point

4.1. Customer Exits from Bus At the desired exit point, a customer may or may not exit the bus.

4.2. Customer taps card at exit

before leaving station

When the customer wants to end his journey, he taps his card at the card reader again

at the leaving station.

BRTS OUT

5. Fare Calculated

5.1. AFCS records time, station id

& recovers fare

For calculation of fare for the journey, AFCS records time, station ID and unblocks all

the amount on his card minus the fare amount.

AFCS

5.2. Parallel Gateway At the front end, the customer can now head towards the turnstile access gate. While

at the back end, AFCS interacts with FI.

5.3. Turnstile opened for

customer to leave station

The customer can now leave the bus safely when the turnstile gate opens for him. BRTS OUT

5.4. As per Schema penalty is

charged to Card account

If the customer does not exit the bus at his departure point, a penalty is charged to the

card account in addition to the fare amount.

AFCS



6. Reconcile

6.1. AFCS syncs with card

account on all information

AFCS syncs with card account server for all the information retrieved from the card and

also time, station ID and fare deducted from the customer.

AFCS

7. Transmit

7.1. AFCS also syncs with FI pool

account for cash reconciliation

While at the same time, AFCS also syncs with FI server for cash transaction. FI

8. Settle

8.1. FI transfers amount from

pool account to BRTS account

FI checks the transactions that happened and transfers respective amounts from pool

accounts in name of individual customers (card holders) to BRTS account of SMC to

complete settlement at the end of the day.

FI

9. End



Appendix I.VII - Pay Only Usage Process

Figure 22 - Pay Only Usage Process Diagram




1. Start

2. Payment Intent

2.1. Customer approaches

payment point

For pay only usage, customer approaches payment points installed on premises entry

gates.

Customer

2.2. Connected/Mobile The payment points can be connected where the touch point is connected to a tablet /

PC via wired network. Or, it can be mobile where it is installed wirelessly.

3. Card Presentment

3.1. E.g. Civic Center Card given

at counter for pay

The connected payment point includes civic center card given at the counter for

payment.

Payment Point

3.2. Multi-level Parking & other

Pay & Park Attendant taps card

on reader

The mobile payment point example is where pay and park attendant taps customer

card on a reader.

Payment Point

4. Card Acceptance

4.1. Necessary amount deducted

from card via (PC)

When a card is accepted at a connected payment point, the necessary amount is

deducted from card via a PC / tablet. Payment can also be done in cash. If the required

amount is not present on the card account, an insufficient funds message is prompted

and the customer is requested to top up his card. For his convenience, card loading

points are also present on the service area.

Payment Point

4.2. Amount deducted and

receipt given to customer

Receipt is given to the customer upon successful payment made for his records. Payment Point

5. Services provided

5.1. Parallel Gateway After successful deduction of amount from the customer card, at the front end, a signal

goes to receipt generation, and at the back end, validator interacts with CMS.



5.2. Receipt for service provided For financial transaction made, a receipt is provided to the customer by the payment

point operator.

Payment Point

5.3. Parallel Gateway At the front end, the customer can now enter the premise. And on the back end,

payment point interacts with FI.

5.4. Access to parking granted by

attendant

The attendant allows the customer to park his vehicle in the parking area. Payment Point

6. Reconcile

6.1. Recon done by FI between

card account, pool account and

utility account of SMC

At the end of the day, reconciliation is done by FI between all individual card accounts,

all pool accounts and all utility accounts of SMC.

FI

7. Settle

7.1. FI settles between merchant

& pool account

FI checks all the financial transactions made in the day and does settlements between

merchants and pool accounts in name of individual customers.

FI

8. End



Appendix I.VIII - Membership Usage Process

Figure 23 - Membership Usage Process Diagram




1. Approach

1.1. Customer visits library or

swimming pool

Customer visits SMC service premises where membership is desired. Eg. Library,

swimming pool

Customer

1.2. Attended At some premises, an operator will be present where a connected system is present.

While for mobile connection, presence of operator is not mandatory where card reader

is installed at the entry gate.

2. Analyze

2.1. E.g. Swimming Pool - Card

read

The card reader machine at the entry reads the card number stored in the contactless

card.

Card Reader

2.2. FI server verifies access The FI server checks the card number against the information stored in its database

and validates the same.

FI

2.3. E.g. Library LMS For attended system, an operator sits with a connected system like Library

Management System (LMS) to accept card from the customer.

Local System

2.4. Connected Validator reads

the card

A connected validator reads the card and sends information to LMS to retrieve data of

the customer stored in it. Eg. Previous books issued, books returned, pending books,

discounts to be given, any dues left, etc.

Card Reader

2.5. Authenticate and

membership verified with FI

System

Current information retrieved from customer card is synced with FI system at the back

end from LMS.

FI

3. Authenticate LMS gives authentication to the customer.

3.1. Access granted or denied -

Turnstile

Access is granted or denied based on the information received from FI system and

manual verification.

Card Reader

3.2. Access granted FI system verifies membership details of the customer, updates its card account records

and sends back information to LMS.

Card Reader



Note: Swimming pool process mentioned above assumes that it is completely automated. The access is enabled using a turnstile and an operator

can be positioned at the pool to assist in case the card does not opens the turnstile for any reason.



Appendix I.IX - Transport Usage Process

Below is a possible process flow diagram which FI needs to confirm with AFCS service provider during implementation based on business rules

defined within AFCS.

Figure 24 - Transport Usage Process Diagram




1. Pre-Approach

1.1. Wants to use transportation

services

In this stage, a customer who wants to use transportation service boards it. Customer

1.2. Accompanied? When the customer approaches for transport usage, there are two possibilities: either

he is alone or he is accompanied by someone and requests the ticket operator at the

premise to let them all enter on his card only.

2. Unaccompanied Approach

2.1. Conductor issues ticket after

tapping card

The conductor issues a ticket to the customer based on his boarding point A to his

alightment point B. The machine has built-in fare system and a ticket printer which

works as a receipt for the customer. The machine deducts the fare amount from the

card when the customer taps his card on it.

Ticket

Operator

3. Accompanied Approach

3.1. Customer requests x tickets If the customer is accompanied by someone, he requests the ticket operator additional

tickets to be issued on his card only. This helps in the convenience of those whom he

accompanies and also other people in the transport vehicle.

Ticket

Operator

3.2. Conductor taps card for

payment & issues tickets

Ticket operator takes the card from the customer and taps it on the card reader to

deduct the amount for him as well as those who accompany him based on his

alightment point seen on his machine and exit point told by the customer. The built-in

fare system calculates the fare and deducts the fare amount for all of these passengers

from the customer's card upon tapping on it.

Ticket

Operator

4. Validate access

4.1. Parallel Gateway At the front end, customer ticketing is done while at the back end ticket operator

machine interacts with FI server.

5. Reconcile



5.1. FI server reconciles entries

for all pay and merchants

At end of the day, FI server reconciles all the financial transactions for the day for all

pay and merchants.

FI

6. Settle


from pool account

FI checks the transactions that happened and transfers respective amounts from

individual card accounts to merchant to complete all settlements for the day.

FI

7. End



Appendix I.X - Mobile Usage (Wi-Fi) Process

Figure 25 - Mobile Usage (Wi-Fi) Process Diagram




1. Pre-Approach

1.1. Wants to pay for SMC wi-fi

usage on ISP portal

For S-WiFi access, customer selects wifi and logs into portal using his mobile number.

This enables him to get an OTP from ISP authentication server for confirmation.

Customer

1.2 Provides payment option

using City Payment Card

One of the payment options for customer to be given by ISP is through wallet of City

Payment Card account.

Internet

Service

Provider

2. Validate access

2.1. Validates card balance and

deducts fee

FI’s server validates the card account details and also its balance, deducts required fees

from it and sends a message to the customer mobile.

For initial 30 minutes, the wi-fi access is free. While for further usage, a fixed amount is

to be deducted on a per hour basis as per pre-defined rules of ISP.

FI

2.2. Parallel Gateway At the front end, customer is sent a message from ISP. While at the back end, ISP

interacts with FI server for financial transaction made.

2.3. FI server updates records

and send message to user

FI server receives transaction details from the authentication server and updates its

records at the end of the day. It also sends a message to the customer for the

transaction.

FI

3. Wifi Access given

3.1. Customer receives SMS on

his registered mobile

A confirmation SMS is sent to customer for the transaction made and his internet

usage validity. The internet will be switched off for him from authentication server

when the validity expires.

Customer

4. Reconcile

4.1. FI reconciles entries for all

pay and merchants

At the end of the day, FI reconciles all the financial transactions for the day from all pay

and merchants.

FI



5. Settle


from card holder account


individual card accounts to merchants to complete settlements for the day.

FI

6. End

Note: This model above is contingent upon SMC's arrangement with Reliance Jio Telecom or another equivalent internet service provider.



Appendix I.XI - Mobile Validator Usage Process Diagram

Figure 26 - Mobile Validator Usage Process Diagram




1. Beginning

1.1. Intent to check customer

randomly in bus

This provision is made to check customer randomly in bus for having tickets with him

at all times at the current bus and also having paid for previous transactions made by

him.

Enforcement

Officer

2. Prompt to Validate

2.1. Prompts customer to show

City Payment Card

The enforcement officer asks customer to hand over his City Payment Card. The City

Payment Cards stores last 10 financial transactions. However, this information is to be

sent to FI server to check for previous records also.

Enforcement

Officer

2.2. Customer shows the card to

EO

Customer hands over his card to the EO. Customer

3. Validation performed

3.1. EO taps card on mobile

validator

EO taps the card on a mobile validator which retrieves all information stored in the

card.

Enforcement

Officer

3.2. Validator validates additional

information if required

Validator system also checks for any additional information if required of the customer

from FI server.

Card Validator

4. Customer informed

4.1. Validation OK The validation check by FI server sends message back to the card validator.

4.2. Card returned to Customer

after positive verification

If the validation is OK, the customer is handed over the card back from EO. Enforcement

Officer

4.3. Fine collection details

updated on Card database

However, if the validation fails, FI updates its records of the customer in card account

database.

Card Validator

5. Fine Collection

5.1. Customer levied fine per

BRTS rules with receipt

Usage of bus without a valid ticket is a crime and the customer is levied fine as per

BRTS rules with receipt upon payment.

Customer



5.2. EO collects fine from card or

cash

The customer has the option to pay the fine amount using his card or through cash. Enforcement

Officer

5.3. Parallel Gateway At the front end, the customer is returned the card after payment of fine. At the back

end, card validator system interacts with FI.

5.4. FI updated on fine collection

amount on card database

FI updates its record on the financial transaction made in customer's card account. FI

6. Reconcile

6.1. FI reconciles the fine position

for card transactions

At the end of the day, FI reconciles all the financial transactions for the day from all

buses.

FI

7. Settle

7.1. FI settles accounts

respectively with BRTS / SMC and

card account


individual card accounts to bus account to complete settlements for the day.

FI

Note: The enforcement officers will be sent at SMC’s discretion to cover its other premises also. Fine calculation will be dependent on rules decide

by SMC for that premise.



Appendix I.XII - Cashback Scenario Process Diagram

Figure 27 - Cashback Scenario Process Diagram




1. Declaration

1.1. SMC declares Cashback

scheme

To promote usage of City Payment Card and its various services, FI & SMC in

consultation with each other, declare various innovative cashback schemes for citizens.

SMC

2. Calculation

2.1. FI calculates CB for eligible

customers

FI calculates cashback for eligible customers on a pre-defined frequency and set of

cashback rules set with discussion with SMC.

FI

3. Validation

3.1. Validates details and process

the cashback

FI verifies details from its financial records and starts the cashback process. FI

4. Processing

4.1. FI does fund transfer from CB

account to card account

FI checks its records and transfers the amount from cashback account to individual card

holder account.

FI

5. Acknowledgment

5.1. FI sends updates to SMC After successful transfer of amounts in the accounts, FI sends updates to Surat

Municipal Corporation to declare update for citizens.

FI

6. Reverse Sync

6.1. FI synchronizes account info

and updates accounts

FI updates its records that the list of customers have received the amounts. FI

7. Communication

7.1. FI sent SMS notification to

customers for cash back credits

are completed to their card

An SMS is sent to all the customers in the eligible list that they have received cashback

from SMC in their City Payment Card.

FI



7.2. Customer receives SMS Customer receives SMS in his registered mobile number. Customer

8. Credit

8.1. Customer can verify cash

balance on card account

When customer checks the cash balance on his card account, he sees the updated

balance!

Customer



Appendix I.XIII – Retail Payment Process Diagram

Figure 28 - Retail Payment Process Diagram




1. Start of process

1.1. Customer wants to purchase

some goods

Retail payment process starts with customer want to purchase goods. End-User

1.2. Online The retail mode can be chosen online.

2. Shopping and Cart update

2.1. Customer select goods using

mobile app or online store and

add them to cart

Using a mobile portal or a website, the customer selects goods and adds them to his

cart before checkout and payment.

End-User

2.2. Select goods At the retailer end, if the customer chooses offline mode for payment, he needs to

select the goods.

Retailers

2.3. Merchant calculate amount Based on the items selected by customer, merchant calculates the amount to be paid. Retailers

3. Payment

3.1. Process payment using City

Payment Card

The customer can pay using various options like net FIing, credit/debit card, e-wallets,

etc. This flow explains the process payment using City Payment Card.

End-User

3.2. Customer Payment using

card

The customer can pay using cash or card. Here, he presents his City Payment Card to

the merchant.

Retailers

3.3. Retailer accept card and

process payment

The retailer accepts the City Payment Card at his PoS terminal and processes the

payment by typing in the amount to the terminal.

Retailers

3.4. FI check balance and

authorize payment

Before authorizing the payment, the customer validates the amount he is paying for his

assurance.

FI

4. Processing Phase

4.1. Exclusive Gateway In the processing stage, either the card has sufficient balance or not. If sufficient

balance is not available in the card, the transaction fails and a message pops up in the

PoS terminal. The customer is asked for another mode of payment or to top-up his City

Payment Card balance.



4.2. Online Gateway accept card

verify balance

If the card has sufficient balance, the online payment gateway processes further. FI

4.3. FI Authorizes the payment FI authorizes the payment after validation of account details. FI

4.4. Web /application provide

payment receipt to customer

After successful fund transfer, a payment receipt is provided to the customer. FI

4.5. Retailer provide receipt to

customer

Retailer gives the items and the payment receipt to the customer for his records. Retailers

5. Account reconciliation

5.1. Online merchant send

statement to FI for payment

In the reconciliation stage, merchant sends statement to FI for payment. FI

5.2. All Accounts that is customer

card, merchant, FI pool account

are reconcile

The given accounts reconciliation is done by the FI. Settlements are validated. FI

6. Settlement completed

6.1. FI credit the amount to

merchants account

FI does required settlements. FI

6.2. End User receives goods The retail payment journey is completed for the customer and he walks away with the

goods and the cash receipt.

End-User



Appendix I.XIV – Refund Scenario Process Diagram

Figure 29 - Refund Scenario Process Diagram




1. Declaration

1.1. Wants to return the card and

get refund

In this scenario, the customer goes to the FI outlet to return the card to get a refund.

This may happen when the customer no longer wishes to avail City Payment Card

benefits due to personal / business reasons.

Customer

2. Calculation

2.1. Calculates refund for

customer

The FI agent accepts the card. FI calculates refund for customer based on the amount

on the card, the security deposit and deductions if any.

FI

3. Validation

3.1. Validates details and process

the refund

The calculated amount is validated and the refund is processed. FI

4. Processing

4.1. Does fund transfer from card

a/c to linked customer a/c or

cash settlement

The FI does necessary settlements for the customer. The card account balance is

transferred to the linked FI savings account of customer if any, or through cash

settlement.

FI

5. Acknowledgment

5.1. Sends updates to SMC After successful transfer of amounts in the accounts or via cash, FI sends updates to

Surat Municipal Corporation.

FI

6. Reverse Sync

6.1. Synchronizes account info

and updates accounts

FI updates its records for the customer after he has received the balance amount. FI

7. Communication



7.1. Sends SMS notification to

customer for refund credit

An SMS is sent to the customer in the eligible list that he has received refund from FI in

their savings account or cash.

FI

7.2. Receives SMS Customer receives SMS in his registered mobile number. Customer

8. Credit

8.1. Can verify cash balance on

his linked savings account or

cash received

When customer checks the cash balance on his linked savings FI account, he sees the

updated balance. Or, he checks the cash amount received from the FI agent and refund

process gets over for him.

Customer

This page has been left blank intentionally.