tender schedule for supply, … schedule mobile banking of sibl.pdf · tender schedule for supply,...

TENDER SCHEDULE FOR SUPPLY, CUSTOMIZATION,

INSTALLATION AND COMMISSIONING OF CENTRALIZED

MOBILE BANKING SOLUTION SYSTEM ALONG WITH

DISTRIBUTION CHANNEL MANAGEMENT & MOBILE

NETWORK CONNECTIVITY AND RELATED TRAINING FOR

MOBILE BANKING OPERATIONS OF SOCIAL ISLAMI BANK

LIMITED.

Information Technology Division (19th Floor)

Social Islami Bank Ltd., Corporate Office

90/1, Motijheel Commercial Area, Dhaka-1000, Bangladesh.

Telephone: +880-9612001122

Website : www.siblbd.com

RFP for Mobile Financial Services Social Islami Bank Ltd.

Schedule No: SIBL-IT-2014-02-SIBL_MBANKING of 41

CONFIDENTIALITY: This information is provided on the strict understanding that it is confidential and must be treated

by you as such. The information contained in this document may only be disclosed to those

members of your stuff on a need to know basis and you must ensure that they are made aware of

the confidential nature of the information. You must also use all reasonable endeavors to ensure

they keep such information confidential.

TABLE OF CONTENTS: 1. INTRODUCTION: ......................................................................................................................5

2. SERVICE DELIVERY CHANNELS: ........................................................................................5

3. ELIGIBILITY REQUIREMENTS FOR THE BIDDERS:………………………………….....6

4. FUNCTIONAL REQUIREMENTS: .......................................................................................... 8

4.1 Maintenance of Mobile Account ........................................................................................... 8

4.2 Mobile Banking Model ......................................................................................................... 9

4.3 Banking related information services through SMS PUSH PULL ....................................... 9

4.4 Mobile Banking ..................................................................................................................... 9

4.5 Customer Care Module for Call Centre .............................................................................. 12

4.6 Distribution Channel Management ..................................................................................... 13

4.7 Load/ Encashment Mobile Wallet Balance ......................................................................... 14

4.8 Commission and Fee Plan ................................................................................................... 15

4.9 Transaction Security .............................................................................................................16

4.10 Consumer Portal ................................................................................................................ 16

4.11 Agent Portal....................................................................................................................... 17

4.12 Merchant Portal ................................................................................................................. 17

4.13 Bank Officers’ Portal ........................................................................................................ 17

4.14 Admin Portal ..................................................................................................................... 18

4.15 3rd Party Interfaces ............................................................................................................ 18

4.16 Reporting ........................................................................................................................... 19

4.17 Compliance to the Central Bank Guidelines ..................................................................... 19

4.18 Audit facilities ................................................................................................................... 19

4.19 Profit bearing on Customer accounts (Scheme, MSD etc)................................................ 19



4.20 ATM withdrawal through PIN/Biometric of Mobile account. .......................................... 20

4.21 Ease of changing/implying Fee structure as required for different services ..................... 20

4.22 Option to input/configure new products like Scheme/any other in system....................... 20

4.23 Input of any new restriction on operation / lifting of such restrictions for both

regulatory/banks requirements. ................................................................................................. 20

5.TECHNICAL REQUIREMENTS: ............................................................................................ 21

5.1 System Architecture ............................................................................................................ 21

5.2 Environmental Platform ...................................................................................................... 21

5.3 User Interface ...................................................................................................................... 22

5.4 Hardware Requirements ...................................................................................................... 22

5.5 Software and support Software Requirements .................................................................... 22

5.6 Connectivity with Telecommunication System .................................................................. 22

5.7 Connectivity with Financial Organization Systems ............................................................ 22

5.8 Disaster Recovery & Business Continuity ...........................................................................23

5.9 Implementation Plan ........................................................................................................... 23

5.10 Report ................................................................................................................................ 24

5.11 Support .............................................................................................................................. 24

5.12 Call Center Support for Customers ................................................................................... 24

5.13 Warranty ............................................................................................................................ 24

5.14 Security Concerns ............................................................................................................. 24

5.15 Transaction processing capability ..................................................................................... 32

5.16 Number of Customer account support of the system ........................................................ 33

5.17 Call Center management ................................................................................................... 33

6. PRICING INFORMATION: .................................................................................................... 34

6.1 License Fee .......................................................................................................................... 34

6.2 Professional Service Fee ..................................................................................................... 34

6.3 Annual Maintenance Support Fee ....................................................................................... 34

6.4 Charge (i.e. MAN-DAY-RATE) for Additional Work ....................................................... 34

6.5 Other Costing Issues............................................................................................................ 34

7. GENERAL TERMS AND CONDITIONS: ............................................................................. 36

7.1 Bid Bond ............................................................................................................................. 36



7.2 Performance Bond ............................................................................................................... 36

7.3 Validity of Proposal ............................................................................................................ 36

7.4 Currency .............................................................................................................................. 36

7.5 Withholding Sales Tax ........................................................................................................ 36

7.6 Warranties ........................................................................................................................... 36

7.7 Installation ........................................................................................................................... 37

7.8 Training ............................................................................................................................... 37

7.9 Support Capabilities ............................................................................................................ 37

7.10 Service Level Agreement .................................................................................................. 38

7.11 Payment Terms and Condition .......................................................................................... 38

7.12 Communication ................................................................................................................. 38

7.13 Mode of Delivery and Address ......................................................................................... 39

7.14 Submission of Bid Documents .......................................................................................... 39

7.15 Opening of Technical Proposal ......................................................................................... 39

7.16 Pre-requisite Documents ................................................................................................... 39

7.17 Disqualification of RFP Response .................................................................................... 40

7.18 Amendment of bidding documents. .................................................................................. 41



1. INTRODUCTION:

Social Islami Bank Limited (SIBL), one of the well-recognized banks in Bangladesh intends to

implement a mobile banking system with the concept of Bank Led Model to enable banked and

un-banked consumers banking, payments and remittance using mobile phone in remote.

The Bank is requesting mobile banking system providers (i.e. Supplier) for quotation for

implementation and hosting of mobile banking platform that is able to meet the requirements

outlined in this document.

This RFP is designed for understanding suppliers’ features, limitations, capabilities,

enhancements and costs. In completing the RFP the suppliers are requested to complete in its

answers to each section.

This RFP does not in any way obligate SIBL to award a contract. SIBL reserves the right to

accept or, reject any or all proposals received or to terminate the RFP at its discretion. SIBL

decision in this regard will be final and all participants must abide by this rule. Furthermore

SIBL reserves the right to grant any part of the proposal (e.g. hardware, software, project

management) to separate suppliers.

2. SERVICE DELIVERY CHANNELS:

SIBL is intended to provide mobile banking services with 100% market coverage. Mobile

banking application must be complied with banking standard security. Bidder is advised to

submit complete documentation on the product support of following Input Output applications.

Failure to respond any item will be treated as non-compliant.

S/N Service

Delivery

Channels

Proposed system

support status

(Yes/No)

Deployment

experience

In Bangladesh

(Yes/No)

Project reference with

deployment experience

for financial transaction

2.1 STK

2.2 USSD

2.3 Java Menu

2.3 WAP

2.4 SMS

2.5 IVR

2.6 Internet



3. ELIGIBILITY REQUIREMENT FOR THE BIDDERS

The service provider will respond to the required eligibility criteria in the tabular format

presented in this section. Particular eligibility criteria can be fulfilled by presenting the related

documents demonstrating the eligibility. The reference (page number and section number) of the

presented document must be mentioned in the response column.

S/N Eligibility Criterion Required response from the

vendor

Response

(FC/NC)

Comments

1 The bidder should be a legal

entity and a registered company

that have not been prohibited by

Bangladeshi or international

court(s) to enter into contracts.

Should have at least 5 years’

experience in business.

Certificate of incorporation and

years of business as required Also,

a declaration that none of the

bidder has been prohibited by

Bangladeshi or international

court(s) to enter into contracts

should be furnished.

2 The bidder should have

own/representative office and

strong presence in Dhaka with

well-equipped service/support/

system up-gradation cell

manned by adequate qualified

technical personnel for maintain

and support of the proposed

system.

Proof of address of registered

office of all the participating

bidders should be submitted.

Floating or home address shall not

be considered as established

offices.

3 The bidder must

have experience in mBanking

services and past performance

on working as Service

Provider / Integrator in at

least 01 (One) schedule bank

in Bangladesh.

The vendor not having experience of

implementing mBanking services in

at least 1 (one) bank in Bangladesh

will not be considered as eligible.

Customer satisfaction certificates of

providing services must be

submitted.

4 The bidder of mBanking

Services must have own

switching / solution setup in

Bangladesh as an integrated

project including all relevant

equipments. There should have

tie up / agreements with the

solution providers to provide

the total solution, if the solution

is not developed in Bangladesh.

The bidder should submit proper

documents.



S/N Eligibility Criterion Required response from the

vendor

Response

(FC/NC)

Comments


agreements with the TELCOs,

Merchants, Utility Service

Providers, Agents & the

relevant organizations to

provide the total solution.


documents.


sufficient technical & business

expertise and adequate

knowledge in providing

mBanking services as a third

party solution provider /

integrator.

The bidder should submit

manpower list with their

expertise.

7 The bidder should have the

solution in which there are

sufficient user friendly options

& technical capabilities for

proper interfacing with the Core

Banking solution of the Bank.


documents.

8 The bidder should have support

service arrangement round the

clock with proper resources.


documents.

9 All types of paper / documents

should be serially numbered

and a clear indexing should be

incorporated and bear a

signature in each of those

documents.

A document with page numbers

and a proper index

10 3 years of IT related business

experience.

Work order or Client Certificate

for similar solution.

11 The bidder must be an assesses

under Income Tax Department

Proof of submitting tax return,

Income Tax Certificate and VAT

certificate in the latest fiscal year.

12 Business Forecasting ability. The Bidder must submit a 3 year

business forecasting plan along

with details of Distribution

channel and Business proposition

for SIBL.



4. FUNCTIONAL REQUIREMENTS:

Mobile Banking Application must be an individual and independent platform to perform mobile

financial services (MFS) which will keep the mobile account and transaction history of entire

stake holders. Bank may integrate the Mobile Banking Application with its CBS for adding on

suitable services under MFS.

Bidder is advised to response following items with either FC (fully compliant) or PC (partially

compliant) or NC (non-compliant). Bidder is also advised to provide necessary description

against individual function / item along with project reference. Failure to respond any item will

be treated as NC.

S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

4.1 Maintenance of

Mobile Account

Account Opening:

1. Customer can open a mobile

banking account in the system

by going to the agent or visiting

bank’s branch after completing

KYC and providing necessary

documents to the agent or the

bank branch concern person.

2. Immediately after registration

for the account with agent or

branch, customer will be able to

deposit money to the new

account.

3. Once the account has been

activated by the bank or the

back office after receiving and

vetting the KYC documents,

the system will send a SMS to

the customer confirming the

activation of the account.



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

4.2 Mobile Banking

Model

1. Proposed system must support

Bank Led Model.

2. Proposed system must support

mobile payment system.

3. Proposed system should be

able to link its mobile financial

services with those of other

banks for the convenience of

the users.

4.3 Banking related

information

services through

all channels like

SMS PUSH

PULL, USSD,

IVR, Java

menu, WAP etc.

1. Balance enquiry

2. Mini Statement

3. Last N transactions

4. Transaction alerts

5. Other info facility / facilities

4.4 Mobile Banking 1) Person-to-Person (P2P) payments

2) Person-to-Business(P2B) payments

a) Utility bill payments:

Bill Payment Services must be

supported.

System should be able to push

new bill to customer.

Auto-debit instruction must be

supported.

Interface to the billing system

must be supported.

Option to generate SMS to

customers reminding of next

bill payment alerts.



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

b) Merchant payments (i.e.

Person-to Merchant (P2M) to be

initiated by merchant and

authorized by customer)

Proposed system must

supportphysical merchant POS

devicewith recite printing

facilities,as well as Internet

Merchant

3) Business-to Person (B2P) payments

a) Salary disbursement,

b) Dividend and refund warrant

payments

c) Vendor payments

4) Person-to-Government (P2G)

payments

a) Tax payments.

b) Levy payments

4) Government to Person(G2P)

payments

a) Various disbursements of

pension/other benefits.

5) Mobile Account to Bank Account

A client should be able to

transfer funds from a mobile

banking account to a SIBL

Bank account with/without

visiting an agent/branch.

6) Bank Account to Mobile Account

A client of SIBL bank account

holder will be able to send fund

to customer Mobile Banking

account. A SMS notification

will be send to both sender and

receiver of the fund.



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

7) Mobile Re-charge

Client should be able to

recharge his mobile

balance by transferring

funds from the mobile

banking account using the

IVR/USSD/SMS/etc based

service.

8) Mobile Ticketing and Reservation

Services.

The system must be capable to

interface with the 3rd party

system for providing following

facilities:

- Booking seats (i.e. Air,

Bus, Train, Launch etc.)

- Room Check-in etc.

9)Inward Foreign Remittance(IFR)

Disbursement :

The system must be supported

following:

a) IFR must be delivered through

SIBL Wallet, Agent, ATM etc

in local currency.

b) The system must be capable of

real-time processing of AML,

on demand reporting for CFT

and all other central bank

instructions.

c) The system must be capable of

real-time notification to the

beneficiary during remittance

delivery.

d) The system must be capable of

real-time notification to the

sender/remitter

duringremittance delivery.



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

4.5

Customer Care

Module for Call

Centre

e) If any Inward remittance to an

unregistered number System

must have option to offer

unregistered beneficiary to

register his/her wallet.

f) During delivery at agent point

system must support

beneficiary authentication

through his/her mobile account

PIN.

g) Bank officer must have option

to generate delivery

performance report for

delivered, undelivered and

undeliverable remittances.

10) Institution Fee Payments:

Client should be able to make

various institution payments by

transferring funds from the mobile

wallet using the IVR / USSD /

SMS/etc. service.

System must have the customer care

portal which is for the internal users to

fulfill the customer enquiry regarding

MFS.

Customer Care:

a) Searching customers in the

system;

b) Blocking and unblocking of

customers;

c) Altering of customer status and

business rule impact;

d) Display of customer change

history.

e) Display of transactions.



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

f) Management of PINs including

resetting wrong PIN counter

and issuing new PIN to

customer.

g) Configuration of allowed and

disallowed transactions on a

customer level.

Merchant Care:

a) Blocking and unblocking of

Merchants

b) Generation of reports (number

of transactions per merchant,

number of merchants, etc.)

c) Clarifying of transaction errors

Marketing Capabilities/ Creating

Awareness

Mobile campaign

Email

4.6 Distribution

Channel

Management

a) Proposed system must support

at least two level hierarchies

(i.e. Dealer and Agent) in the

distribution channel. Bidder

with more level of hierarchies

will have added advantage.

b) The software must be able to

handle the change/replace of

distribution of hierarchy at any

point of time seamlessly.

c) Agent can be any other bank,

FI, MNO, NGO Distribution

company and any enterprise.

Agent will be arranged by the

bidder, selected by the Bank

and managed by the

Bidder.System must have

features to manage the agents.

d) Proposed system must have



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

option to define different

categories commission and fee

plan, different transaction limit

and allowed to perform

different level of activities.

e) System must have option to

charge fees and calculate

commission on real-time basis

during a transaction.

f) Dealer and Agent must have

option to track their transaction

at any time. They will also have

option to print parameterized

transaction reports, payment

reports etc.

g) Complete description on

distribution channel

management is required.

h) Bidder will be responsible to

maintain the distribution

channel (Distributor and Agent

Management). Please describe

your proposed system.

4.7 Load/

Encashment

Mobile Wallet

Balance

Load/ Reload Mobile Wallet Balance

(Cash-in)

a) Consumers will be allowed to

cash-in at agent location and

bank branches.

b) Banked consumers will be able

to transfer funds from his/her

preconfigured or linked SIBL

Bank account to mobile

account/ mobile wallet. There

must be an option for

transaction limit.



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

c) Each agent can have an account

with SIBL. Agents will be

allowed to transfer his/her

commission earning balance to

his/her SIBL Bank Account.

d) Complete description on Cash

in process is required.

Encashment Mobile Wallet balance

(Cash-out)

a) Consumers will be allowed to

cash-out at agent point, bank

branches and ATM.

b) Consumers will be allowed to

transfer money from mobile

wallet to their preconfigured /

pre-registered SIBL Bank

account.

c) Agents will be allowed to cash-

out through his/her SIBL Bank

account at bank branches.

d) Merchants are only allowed to

transfer money from mobile

wallet to their preconfigured /

pre-registered SIBL Bank

account.

e) Complete description on Cash-

out process is required.

4.8 Commission

and Fee Plan

a) Proposed mobile banking

system must have modules to

define different type of

commission and fee plan.

b) Unlimited number of

commission and fee plan is

desirable. Any commission and

fee plan can have multiple

brackets of transaction amount.

Fee or commission may be in

terms of percentage or fixed

amount or both.

c) Fee will be charged and debited

from customer account on real-

time basis.



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

d) Commission to the agent will

be calculated on real-time basis,

and accumulated and credited

to agents account.

4.9 Transaction

Security

a) Proposed system must have

banking standard security

checking mechanism.

b) Each cash-out transaction must

execute 2-Faction

Authentication i.e. Mobile

Number and PIN.

c) Transfer to other mobile wallet

or SIBL Bank account or bill

payment, should follow a

process where customer must

register the beneficiary with

his/her PIN.

d) During transaction customer

must authorize the same by

real-time PIN entry.

e) All communication for

transaction authorization and

some cases initiation must be

through 100% secured channel.

Encryption technology must be

used in the required cases.

f) Customer PIN will be used only

for authorizing transaction. This

PIN will be used for consumer

profit security.

4.10 Consumer

Portal

a) Consumers shall be allowed to

access the Consumer portal to

manage their profile, view and

print transaction records etc.

b) Consumer Portal will be in the

public domain and must be

secured.

c) Consumer will use their user

Mobile number for accessing

the Consumer Portal. There



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

should be a mobile account PIN

authentication process, please

describe how the process will

work.

4.11 Agent Portal

a) Agent Portal will be in the

public domain and allows

secured access only.

b) Agents shall be allowed to

access the Agent Portal to



c) Agent will use their user mobile

number for accessing the Agent

Portal. There should be a

mobile account PIN

authentication process, please

describe how the process will

work.

4.12 Merchant

Portal

a) Merchants shall be allowed to

access their Merchant Portal to



b) Merchant Portal will be in

public domain and allows

secured access only.

c) Merchant will use their user

mobile number for accessing

the Merchant Portal. There

should be a mobile account PIN

authentication process,Please

describe how the process

will work.

4.13 Bank Officers’

Portal

Bank Officers’ Portal is for the internal

users and within the private network.

Bank Officers, subject to the role



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

granted to him/ her, will be allowed to

perform some limited tasks like,

Dealer, Agent and Consumer

registration.

Authorization of Dealer, Agent

and Consumer registration.

Cash-in

Remittance Uploading

Remittance Authorization

Remittance Delivery

Bill File Uploading

Bill File Authorization

Government/ Corporate

Payment Uploading

Government/ Corporate

Payment Authorization

Consumer/ Agent Password

PIN reset

Consumer/ Agent account

locking and unlocking

Linking/ de-linking back

account, credit card and debit

cards.

Add/ remove friends and family

SIBL Bank account with

mobile wallet.

4.14 Admin Portal a) Admin Portal must be inside

the firewall and will be in

private domain

b) All administrative work will be

done through this portal.

c) Management of limits including

increase or decrease of daily,

monthly spending limits.

4.15

3rd Party

Interfaces

Following interfaces to the 3rd party

system need to be provided. Bidder

will be fully responsible for interfacing



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

development, implementation, testing

and commissioning.

a) Core Banking System - ISO

8583

b) ATM Switch – ISO8583

c) Visa PGW - ISO8583

d) USSD Gateway of MNO

e) SMS Gateway of MNO

f) IVR Gateway

g) Unlimited Merchants

h) Interface with GP, ROBI,

Banglalink, Teletalk, City Cell,

Airtel/any new integration.

4.16 Reporting Bidder should agree on providing all

required reports without additional

costs. Please submit list of following

category of reports;

a) Standard Reports;

b) Target Group Reports;

c) Ad-hoc Reports

4.17 Compliance to

the Central

Bank

Guidelines

Bidder should agree to customize the

solution to comply with central bank

requirements/MFS guidelines even

after Go-live till warranty period at free

of cost.

4.18 Audit facilities Auditing facilities for regulatory bodies

such as Bangladesh Bank, BTRC etc.

must be available in the platform

satisfying completely the need of any

auditing of the system and tracing of

transactions.

4.19 Profit bearing

on Customer

accounts

(Scheme, MSD

etc).

The software should be capable of

calculating and disbursement of profit

in various accounts.



S/N Functions /

Items

Details Response

(FC/PC/NC)

Comments

4.20 ATM

withdrawal

through

PIN/Biometric

of Mobile

account.

The software should be capable of

performing transaction through

ATM/POS of SIBL owned booths/

SIBL’s existing affiliated other 3rd

party vendors.

4.21 Ease of

changing/implyi

ng Fee structure

as required for

different

services.

4.22 Option to

input/configure

new products

like Scheme/any

other in system.

4.23 Input of any

new restriction

on operation /

lifting of such

restrictions for

both

regulatory/bank

s requirements.



5. TECHNICAL REQUIREMENTS:

Please response following items with either FC (Fully compliant) or PC (partially

compliant) or NC (non-compliant). Failure to respond any item will be treated as NC, non-

compliant.

S/N Requirements Details Response

(FC/PC/NC)

Comments

5.1 System

Architecture

Bidder should submit necessary

documents, diagrams and illustrations

having complete explanation of the

system architecture.

Bidder is requested to submit a

complete deployment diagram with all

interface requirements.

5.2 Environmental

Platform

a) Operating System (i.e. OS

Independent, of UNIX/LINUX

based, or combination of

UNIX/LINUX and Microsoft,

Microsoft Based)

b) Database (i.e. DB Independent,

or Oracle, Or DB2, or SQL or

Postgres)

c) Compatible database software

must support cluster in active-

active and Active-Passive

mode, database replication

server for disaster recovery,

business continuity with

seamless failover.

d) Application (System must

support both 32-bit and 64-bit

processors and operating

system).

e) Bidder must submit a complete

list of required hardware along

with 3rd Party software

requirements.

f) System Monitoring

Hardware requirements.




(FC/PC/NC)

Comments

5.3 User Interface

Some user interfaces like Consumer

Portal, Administrator Portal, Business

House/Enterprise, Merchant Portal and

Agent Portal must be web based

application.

5.4 Hardware

Requirements

All hardware requirements should be

listed along with specification for the

proposed software architecture. The

proposed hardware requirements have

to be justified with the capacity and

assumption of the volume of data and

proposed growth for at least 5 years

and shall be capable to accommodate

future expandability.

Hardware requirement should cover

Development

Testing

Production

DR site

Setup requirements

5.5 Software and

support Software

Requirements

Bidder shall provide required Mobile

Banking software ensuring legally

owned licensed versions by the bidder

as per applicable.

5.6 Connectivity with Telecommunication

System

Bidder shall provide APIs to connect

with any telecommunication system

including but not limited to

GSM/CDMA Mobile Operators and

PSTNs for ensuring to access point

availability to end-customers such as

SMS, USSD, WEB/WAP, Mobile

Applications, STK, IVR, Call Center

etc. There must be provisions to keep

redundant links to each individual

system.

5.7 Connectivity with

Financial

Organization

Systems

Bidder shall provide APIs to connect

with any financial organization system

including but not limited to core

banking applications, distributed




(FC/PC/NC)

Comments

banking applications, card systems,

ATM network, credit card network etc.

The provide APIs should be standard

and comply with banking and financial

standards including but not limited to

Core Banking APIs, ISO 8583 protocol

etc. There must be provisions to keep

redundant links to each individual

system.

5.8 Disaster

Recovery &

Business

Continuity

Bidder must ensure the proposed

system support to establishment of an

appropriate disaster recovery site.

Bidder must submit a detail disaster

recovery plan. Data of the system

should be stored in a SAN

environment. The disaster recovery

plan must include but not limited to the

following:

System should be capable to notify the

assigned administrators of Mobile

Banking Solution System via SMS

and/or email when the system fails to

provide any particular service to an

end-customer or system malfunctioning

occurs due to any problem.

System should be capable to maintain

the uptime of 100% using the disaster

recovery site. Mention all documents

describing the disaster recovery

planning.

5.9 Implementation

Plan

Bidder must submit detail

implementation plan divided into

different phases as per the given

schedule in this RFP. Implementation

plan will be finalized by the SIBL and

bidder after awarding of work order in

line with detailed planning.

The bidder will be penalized for

missing the accepted implementation

plan for missing any milestones or

activities without showing appropriate




(FC/PC/NC)

Comments

cause according to the applicable

penalty terms.

5.10 Report Bidder’s system must be capable in

providing all types of reporting

required by the connected stakeholders

of the platform including but not

limited to telecommunication

companies, financial organizations,

utility providers, merchants, retail

agents etc. All available reports in the

system must be listed and described in

the offer.

5.11 Support Bidder must maintain a 24x7 help desk

with adequate technical personnel and

infrastructure. Technical support staff

must ensure support and

troubleshooting so that the Mobile

Banking Solution system can have

24x7 uptime and availability for all

system, hardware and software setup.

Share the SLA (Service Level

Agreement) copy as an annexure the

offering including all applicable

support service fees from local and

foreign both.

5.12 Call Center

Support for

Customers

Bidder’s system must provide a call

Center Support interface/API for

providing necessary business and

technical support to the end-customers

of the system through an acceptable

Call Center technology.

5.13 Warranty The warranty and support period for

the Mobile Banking Platform should be

at least 1 (one) year. Warranty period

should be counted 1 year from the date

of successful implementation on all

phases.

5.14 Security

Concerns

Data Network Security:

Bank requires Data Network Security

which are as follows but not limited to:




(FC/PC/NC)

Comments

a) All communications between

customer, merchant server and

System Platform are required to

be encrypted. Sensitive

information should be stored in

encrypted format in the

database.

b) Please describe about data

alteration prevention during

data transmission.

c) Please describe about the

certificates are used by both the

merchant and the service

provider to securely

authenticate themselves to the

customer and to each other.

Database Security:

Bank requires Database Security which

are as follows but not limited to:

a) All PIN, Password and Wallet

information stored in the

database are required to be

encrypted and not visible to

anyone.

b) It should not be possible for

anyone to decrypt or access the

PIN/Password/Wallet

information.




(FC/PC/NC)

Comments

c) All data in the database should

be stored with two dates: Date

Creation and Date Last

Updated.

d) Only required options and

products shall be able to install.

e) Default database user accounts

shall be able to lock and set to

expired.

f) Default passwords shall be able

to change.

g) Only privileges that are

required to fulfill the specific

task shall be able to grant to the

DB accounts.

h) Administrative access should be

able to restrict within 4-eyes-

only.

Application Security:

Bank requires Application Security

which are as follows but not limited to:

a) Each account on the system

should have a related profile

defined according to the

business role description for

that particular profile. The

profile shall have the provision

to include an entry for user staff

ID which shall be mandatory to

fill.

b) A role based authority concept




(FC/PC/NC)

Comments

with different and configurable

authority profiles should be

supported.

c) Each account shall be protected

with a password separate from

the underlying Operating

System password and the

Database direct access

password.

d) The system shall have the

capability to

lock/deactivate/suspend or

delete accounts/user IDs either

manually or automatically

based on some predefined

actions/criteria.

e) The system shall have the

provision to define the period to

inactivity centrally.

f) The system shall have the

capability to add or restrict

menu and submenu options for

individual users.

g) Multiple logons from different

computers at the same time with

the same ID shall not be

allowed.

h) A notice shall be displayed

indicating that only authorized

user are allowed to access (this

notice shall be configurable by

the system administrator only).

i) The modes of access that shall

be defined with read, write,




(FC/PC/NC)

Comments

execute, create, delete, etc.

j) The system shall have an access

control mechanism to be able to

show which data

entities/transactions any

particular individuals may read,

modify or execute.

k) All user encryption methods

and algorithms should be

standard conform and use the

latest version and updated

crypto libraries.

l) The system shall perform

internal checks to ensure data

integrity.

m) Detailed documentation of the

MFS security features must be

submitted.

Password Security:

Bank requires Password Security which

are as follows but not limited to

a) All passwords shall be stored

encrypted and inaccessible by

normal users.

b) Passwords shall not be

transmitted in plaint format

over network.

c) Passwords shall not be written

in plaint format in log files.




(FC/PC/NC)

Comments

d) All passwords shall be at least 6

characters, combination of

uppercase, lowercase, numbers

and special characters to

comply with the ICT Guideline

of Bangladesh Bank.

e) The password shall not be

displayed in clear upon user

entry.

f) The system should provide a

password confirmation

procedure in order to avoid

password typing errors.

g) In case of temporary password

use the system shall force the

change of the temporary

password at the first log-on.

h) Accounts shall be locked after

certain number of unsuccessful

login attempts (i.e. maximum 3

consecutive times to comply

with the ICT Guideline of

Bangladesh Bank).

Expired password shall be able to

change by system administrators.

a) Users shall be required to enter

their password after certain

period of inactivity before

session.

b) System administrators shall not

be able to see passwords.

c) The system shall be able to

detect and block weak




(FC/PC/NC)

Comments

passwords.

d) The password shall not be the

User ID.

e) The password should not

include two identical successive

characters.

f) The system shall force the user

to change password after 30

days cycle to comply with the

ICT Guideline of Bangladesh

Bank.

g) The system shall prevent the

reuse of passwords that have

been used for a given User ID.

h) The system shall have the

provision for the user to change

his/her password anytime when

he/she is logged in.

The system administrator shall be able

to reset passwords.

Web Application Security.

Audit Log:

Bank requires to generate audit logs to

be kept and the amount of data should

be configured and able to:

a) Record User ID/ Administrator

ID, workstation and IP address.

b) Record date and time of event

or action.

c) Record the successful and

unsuccessful log-on and log-of

attempts.

d) Record the privileged

operations for all users

including system

administrators.

e) Track selected transactions.

f) Record all updates and changes




(FC/PC/NC)

Comments

in history.

g) Record every print-out / export

to certain predefined reports /

data entities.

h) Record all User ID locks.

Record any changes made in

configuration of audit log logs.

Monitoring and Alarms:

a) Monitoring of network services.

b) Monitoring of host resources

(processor load, disk and

memory usage, running

processes, log files, etc.).

c) Ability to define network host

hierarchy, allowing detection

and distinction between hosts

that are down and those that are

unreachable.

a) Contact notifications when

service or host problems occur

and get resolved (via email or

other user-defined method).

b) Ability to acknowledge

problems via the web interface.

c) Web interface for viewing

current networks status,

notification and problem

history, log file, etc.

d) Authorization scheme that

allows you restrict what users

can see and do from the web

interface.

All system-critical applications are

required to be monitored and tested

end-to-end by a watchdog monitoring

system every 10 minutes. The Period

should be changed dynamically. When

the watchdog will discover an error or

abnormal event by lunching a scenario,

it will inform to the Administrator.




(FC/PC/NC)

Comments

Administrator contacts can be informed

via different communication channels

such as:

Notification via E-mail;

Notification via SMS;

e) Tickets automatically created in

third-party ticketing system

Fraud Prevention:

a) Each transaction running on the

system shall have a unique

reference number. This

reference number will be sent to

the subscriber as a confirmation

for handling subscriber

requests.

b) The system should support an

interface for tracking

transactions using on or

combinations of the following:

Reference number;

Customer ID

Dealer ID

Agent ID

Protection against vulnerabilities:

Please describe about the key

vulnerabilities of Mobile Banking with

preventative measures.

5.15

Transaction

processing

capability

The Bidder must mention the

Transaction processing capability of

the proposed system. The proposed

system must be capable of handling

huge amount of Transaction per second

to serve the bulk mobile customers of

the bank.




(FC/PC/NC)

Comments

5.16

Number of

Customer

account support

of the system.

The Bidder must mention the number

of mobile accounts that the software

can support.

5.17 Call Center

management.

The Bidder must mention the total

technical architecture/requirements of

call center management, which may be

commissioned by the bank. The bank

may also decide to outsource the call

center services.



6. PRICING INFORMATION:

All costs (inclusive of Taxes and excluding VAT) must be expressed in local currency i.e. Taka.

Bidder is requested to submit financial offer for Mobile Banking System with the following

options. Please confirm that the proposal including all given prices are valid for at least 180 days.

S/N Requirements

Option – I:

Application

Purchase

Option – II

Revenue Sharing

Method (RSM)

6.1 License Fee

6.1.1 Software License Fee –One Time

6.1.2 Pay-as-you-go license price with different slab on

consumer numbers. This should cover each

component together or separately.

6.2 Professional Service Fee

6.2.1 Professional Service Fee- One Time Bidder must

quote all professional services for necessary

following events;

a) Customization

b) Integration

c) Deployment

d) Testing and commissioning of the system

e) Training

6.2.2 Professional Service Fee- Recurring

Please state whether any recurring professional

services fee apply for the proposed solution.

6.3 Annual Maintenance Support Fee

6.4 Charge (i.e. MAN-DAY-RATE) for Additional

Work

6.5 Other Costing Issues

Bidders are requested to add as require (for example

Hardware deployment, Network Connectivity

establishment cost (One Time) along with monthly

approximate rental cost etc.)

6.6.1 Bidder will be responsible to provide necessary third

party software along with the mobile banking

platform.



6.6.2 Bidder will be responsible to provide necessary

Hardware required or deploying mobile banking

platform which will be installed in the Bank’s Data

Centre (DC) and Disaster Recovery Site (DRS).

6.6.3 Bidder will be responsible to maintain connectivity

with all Mobile operators on behalf of the bank



7. GENERAL TERMS AND CONDITIONS:

7.1 Bid bond:

Taka 1,00,000 (Taka one Lac) only through Bank draft( i.e. PO or DD)/ Bank

Guarantee in favor of Social Islami Bank Limited having a validity of at least 1(

one) year has to be submitted as earnest money along with the bid documents in a

separate sealed envelope. If bidder fails to deliver, install, configure, implement

and commission the item as per terms and conditions of this schedule, the earnest

money shall be forfeited.

7.2 Performance Bond:

Bidder selected will have to submit a performance bond, in the shape of a bank

Draft (i.e. PO or DD)/ Bank Guarantee in favor of Social Islami Bank Limited.

Equivalent to 5% of the total cost of bid at the time of receiving of work order.

7.3 Validity of Proposal:

The bid should remain valid for a period of 6 months form the closing date of the

submission for the bid, However, the bidder are encouraged to offer a longer

period of validity for the bid.

7.4 Currency:

All currency in the proposal shall be quoted in Bangladesh Taka (BDT).

7.5 Withholding Sales Tax:

The bidder is hereby informed that the Government shall deduct tax at the rate

prescribe under the Tax Laws of Bangladesh, from all payments for services

rendered by any bidder who signs a contact with the Bank. The bidder will be

responsible for all taxes on transactions and/ or income. Which may be levied by

the bank, if the bidder is exempted from any specific taxes, then it is requested to

provide the relevant documents with the proposal.

7.6 Warranties:

The system should have warranty with the following manners:

7.6.1 1 Years Software support warranty

7.6.2 The bidder have to continue 5% Bank guarantee given as

Performance Bond for whole period of warranty

7.6.3 The Software Supplied should be through verifiable distribution

channel in Bangladesh

7.6.4 All management Software provided should have warranties for one

year against defects/bugs as well as updates



7.6.5 The bidder to be authorized Partner/Reseller, OF THE

OROGINAL MANUFACTURER.

7.7 Installation:

The bidder shall indicate the installation responsibility for the software.

7.8 Training:

The bidder shall indicate the training initiative to operate and maintain the

software with the following manner;

7.8.1 The VENDOR shall draw up a training program based on the project

requirements

7.8.2 Training shall be arranged for relevant users of Social Islami Bank

Limited.

7.8.3 A sufficient level of training shall be carried out.

7.8.4 The training will include both theoretical and hands-on exercises

7.8.5 The hands-on training shall be conducted during the installation,

configuration and integration phase

7.8.6 During the warranty period, of the VENDOR shall provide additional

training to additional employee(s) as need is determined by the

CLIENT at the installation site. No extra payment will be provided for

this training.

7.8.7 The VENDOR shall provide all reference manuals, booklets and other

materials required for training

7.9 Support Capabilities:

The support plan should cover following categories in detail:

7.9.1 Comprehensive Support plan (Level 1 “phone hotline support” and

Level 2 on call, onsite Support”, regular preventive maintenance and

fine tuning of the software) to be provided

7.9.2 Details of Support Experience of the deployment of same and nature

of the equipment

7.9.3 Staff Expertise

7.9.4 Any relevant Certifications

7.9.5 Technical Support Staff Location (Office Locations). Preference will

be given to the bidder with support staff located in Dhaka

7.9.6 Support experience of Bank projects



7.10 Service Level Agreement (SLA):

Bidder shall attach draft Service Level agreement (SLA) / Annual

Maintenance Contract (AMC) with the bid documents.

7.10.1 The bidder has to provide draft SLA/AMC to cover the warranty

period along with the bid documents.

7.10.2 SLA / AMC must include penalty, liability, indemnification, and

termination etc. clauses.

7.10.3 The bidder must agree to provide AMC for at least 3 (three) years

respectively after the warranty period is over. The AMC fees

(figure/percentage) for those 3 (three) years shall remain the same. The

bidder must mention the AMC fees (figure/percentage) along with the

bid documents.

7.10.4 All the terms and condition mentioned in the schedule shall remain in

force for the warranty as well as the AMC period. Warranty period

will start after successful installation, configuration, implementation,

testing and commissioning of the item. The AMC period will start

after the end of the warranty period.

7.11 Payment terms and conditions:

7.11.1 Option –I: Application Purchase

7.11.1.1 Purchase agreement will be signed off between the parties

at the time of issuance of work order

7.11.1.2 SIBL will made payment of 30% after onsite delivery of

the equipment. At the time of 1st payment installment,

SIBL will release the BID Bond.

7.11.1.3 2nd payment installment i.e. 30% will be made after

installation, testing and satisfactory commissioning of the

item.

7.11.1.4 3rd payment i.e. 30% will be made after 90 days from the

date of successful installation and training. SIBL will

continue to grip the Performance Bond as security for

warranty period.

7.11.2 Option – II Revenue Sharing Method (RSM)

7.11.2.1 Specific offer should be submitted by the bidder.

7.12 Communication:

Enquiries regarding this RFP shall be submitted in writing to:

The Senior Vice President

Social Islami Bank Limited

Information Technology Division

90/1, Motijheel, C/A, 19th Floor

Dhaka -1000, Bangladesh



7.13 Mode of delivery and address:

Bid documents shall be delivered by hand or courier so as to reach the address

given at section 7.12 by the last date for submission. PROPOSAL RECEIVED

BY FAX OR EMAIL SHALL NOT BE ACCEPTED.

7.14 Submission of bid documents:

The complete bid documents should be submitted by 4.00PM on 10th June,

2014 at the address given at 7.12

The bidder shall deliver two copies of the technical proposal, each copy being

physically separated, bound, sealed and labeled as “Technical Proposal”

(one master and one duplicate copy, labeled as such on their respective

envelopes). All two copies to be further bound in one envelope.

The financial proposal should be provided in a separate sealed envelope and

labeled as “Financial Proposal”. Please provide original brochures of

proposed item.

7.15 Opening of Technical Proposal:

The proposals submitted against the subject RFP will be opened on 10th June,

2014 at 4:15 PM in front of the purchase committee of SocialIslami Bank Limited

at the office of Deputy Managing Director. The Financial offer will be opened at a

later date, which will be notified earlier. Only Technically qualified offers will be

opened.

7.16 Pre-requisite Documents:

7.16.1 Corporate profile of the bidder with description of its competitive strength,

functions and services;

7.16.1.1 Market presence (i.e. Business experience on

mCommerce Application)

7.16.1.2 Status on technology transfer initiatives.

7.16.1.3 Years in operation of mCommerce Application;

7.16.1.4 Number of Installation;

7.16.1.5 Customer Reference list on mCommerce

Application

7.16.1.6 Support arrangement(s);

7.16.1.7 Availability of 24*7 Helpdesk

7.16.1.8 Online Support;

7.16.1.9 Priority based response time

7.16.1.10 Status of Human Resources i.e. number of key

technical staffs with their specialization on

mCommerce platform.



7.16.1.11 Availability of RnD setup for product

diversification.

7.16.1.12 Availability of Software testing setup for testing the

same before delivery to the customer.

7.16.2 Attested photocopy of Trade License;

7.16.3 Attested photocopy of TIN Certificate;

7.16.4 Attested photocopy of VAT Registration;

7.16.5 Attested photocopy of Incorporation Certificate;

7.16.6 Attested photocopy of Compliance Certificate (if any);

7.16.7 Current audited financial statements including a balance sheet, an

income statement, year-end financial statement as well as turnover

of the last 3 years ending December 31st of previous financial year;

7.16.8 Certification from principle vendor / Original System Developer;

7.16.9 The bidder shall be the single point of contact for SocialIslami

Bank Limited and shall be solely responsible for all maintenance,

warranties, up gradation and guarantees etc. offered by the original

system developer. An undertaking to this effect should be

submitted by the responder.

7.16.10 Detail implementation Plan and Schedule shall be submitted with

bid documents.

7.17 Disqualification of RFP response:

7.17.1 Non-compliance with the eligibility criteria;

7.17.2 The RFP response is not submitted with the documents as desired

through RFP;

7.17.3 Non-acceptance of complete Terms and Conditions of RFP;

7.17.4 During validity of the RFP response, or its extended period, if any,

the bidder increases its quoted price;

7.17.5 The RFP is received in incomplete form;

7.17.6 The RFP is received after last date or time;

7.17.7 Information submitted in the technical offer is found to be

misrepresented, incorrect or false, accidentally, unwittingly or

otherwise, at any time during the processing of the contract (no

matter at what phase) or during the tenure or the contract including

the extension period, if any;



7.18 Amendment of bidding documents

At any time prior to the deadline for submission of bids, the Bank

may, for any reason, whether at its own initiatives or in response to

a clarification requested by a prospective bidder, modify the

bidding documents by issuing addenda.

Any addenda thus issued shall be part of the bidding document,

and shall be communicated in writing to all purchasers of the

bidding documents. Prospective bidders shall acknowledge receipt

of each addendum by sending a letter to the Bank by its own

messenger within 3 days from the date of receiving the addenda.

Social Islami Bank Limited reserves the right to undertake a pre-qualification exercise of the

interested companies. The pre-qualification will be made using such criteria as company’s

capacity, experience and reference, financial and organizational strength and stability, technical

specifications and financial offer etc. The qualified companies will then be invited to participate

in the subsequent bidding exercise governed by the rules and procedures of SocialIslami Bank

Limited.