Request for Proposal (RFP) for Supply, Implementation ... · are also required to submit required documents through e-tendering portal. Both the submission have to be completed before

RFP for Supply, Implementation & Maintenance of EFRM System

Tender Ref: HO/ITD/ 1045 /2018 dated: 04/08/2018 Page - 1

Request for Proposal (RFP) for Supply, Implementation & Maintenance of

Enterprise Fraud Risk Management System

Tender Ref: HO/ITD/1045/2018 dated: 04/08/2018



Table of Contents

1. Introduction & Disclaimer ................................................................................................................ 4

2. Invitation for Bids .............................................................................................................................. 4

3. Scope of Work ................................................................................................................................ 6

4. General Solution Requirement ................................................................................................. 10

5. Facility Management & Monitoring Teams............................................................................. 14

6. Project Reporting ......................................................................................................................... 15

7. Supply of EFRM Application and License: ............................................................................ 16

8. Implementation & Customizations ........................................................................................... 16

9. Integration with other Systems................................................................................................. 16

10. Training....................................................................................................................................... 17

11. Environmental Setup & Configuration ................................................................................ 18

12. Deliverables ............................................................................................................................... 18

13. Support ....................................................................................................................................... 19

14. Minimum Qualification Criteria ............................................................................................. 20

15. Instruction to Bidders ................................................................................................................. 23

16. Determination of L1 Bidder ................................................................................................... 29

17. No Negotiation ........................................................................................................................ 30

18. Short-listing of Bidders ........................................................................................................... 30

20. Technical Evaluation Criteria ................................................................................................ 30

21. Term & Conditions of Contract ............................................................................................. 31

21.8 Warranty .................................................................................................................................. 34

21.9 SLA for Software Support & Third Party Tools, if in use: .................................................. 35

21.9.5 Penalty for delay in delivery & installation ................................................................... 36

21.10 Annual Maintenance Contract: ......................................................................................... 37

21.11 Guarantees on System Up-Time ...................................................................................... 37

21.14 Technical Documentation .............................................................................................. 37

21.16 Indemnity ............................................................................................................................ 37

21.17 Publicity................................................................................................................................ 38

21.18 Limitation of Liability: .......................................................................................................... 38

21.20 Cooperation for WAN connectivity ................................................................................... 39



21.21 Guarantees .......................................................................................................................... 39

21.22 Performance Security: ....................................................................................................... 39

21.23 Force Majeure ..................................................................................................................... 40

21.24 Intellectual Property Rights ............................................................................................... 40

21.26 Liquidated Damage - As cover under section Penalties – Section- 20.9 to 20.11 ..... 42

22. Requirement of Items (Technical Specification) & Scope of Work .................................. 42

22.1 Functional & Technical Specifications ................................................................................. 42

23. Solution Architecture and Adherence ............................................................................. 67

24. Scalability & Performance .................................................................................................. 68

25. Proposed Solution Implementation Approach .............................................................. 69

26. Past Experience & Analyst Rating ................................................................................... 69

27. Architectural and other requirement details ........................................................................ 70

28. Total Cost of Ownership (TCO) Format - As specified in Annexure for Commercial Bid

format. .................................................................................................................................................. 71

29. Annexures ................................................................................................................................... 72

Annexure – A Bidders information (Details filled in this form must be accompanied by

sufficient documentary evidence, in order to verify the correctness of the information). .......... 72

Annexure – B Technical Compliance Matrix................................................................................... 74

Annexure – C Deviation Statement - Technical Deviation Statement ......................................... 75

Annexure – D - Commercial Bid ....................................................................................................... 76

Annexure – E - Checklist for Product Documentation ................................................................... 78

Annexure – F - Offer cover letter...................................................................................................... 79

Annexure – G Skill and personnel chart of Service provider ........................................................ 80

Annexure– Manufacturer’s Authorization Form (MAF).................................................................. 81

Annexure – H ...................................................................................................................................... 82

Details of Track Record (Past /Current Installations) of the product offered as part of this

tender ................................................................................................................................................... 82

Annexure – I - Details of Service Centers ....................................................................................... 83

Annexure – J Terms and conditions compliance table. ................................................................ 84

Annexure – K FORMAT OF BANK GUARANTEE (BG) FOR BID SECURITY. ........................ 85

Annexure – L Integrity Pact............................................................................................................... 86



1. Introduction & Disclaimer

Dena Bank intends to build an enterprise fraud risk management solution with the real time/ near real time/ offline capability with the following objectives:

Fraud alerts Fraud Prevention Anti-Fraud Strategy Periodic Assessment of fraud risk Fraud risk training and awareness

This Request for Proposal (RFP) document has been prepared solely for the purpose of enabling Dena Bank (“the Bank”) to select a vendor for Supply, Implementation & Maintenance of Enterprise Fraud Risk Management (EFRM) System. The RFP document is not recommendation, offer or invitation to enter into a contract, agreement or any other arrangement, in respect of the services. The provision of the services is subject to observance of selection process and appropriate documentation being agreed between the Bank and any successful vendor as identified by the Bank, after completion of the selection process as detailed in this document.

2. Invitation for Bids

2.1 Dena Bank invites sealed bids from eligible bidders for the supply, installation, commissioning and maintenance of Enterprise Fraud Risk Management System.

2.2 Interested eligible bidders may obtain further information from the office of Dena Bank, Information Technology Department, Dena Bhawan-B, Patel Estate Road, Behind Telephone Exchange, Jogeshwari (w), Mumbai 400102.

2.3 The Bid Document is to be downloaded from the Website. The non-refundable fees for downloaded document must be deposited before the last date & time of sale of bidding document as tabulated below. No hardcopy of the bid document will provided.

2.4 Bid Amount should be credited to the Dena Bank Account Details mentioned in the table before Last Date & Time of Bid submission. Payment Transaction reference details should be submitted along with technical Offer bid submission.

2.5 The Bid Details are as follows :

SNo Item Description

1. Bid reference Tender Ref: HO/ITD/ 1045 /2018

2. Date of commencement of sale of Bidding Documents

04/08/2018

3. Prebid meeting 13/08/2018 1500hrs

4. Place of Pre-bid Meeting Dena Bank Information Technology Department, Dena Bhawan-A, Patel Estate Road, Behind Telephone Exchange Jogeshwari (w), Mumbai 400102.

5. Last date for sale of Bidding 03/09/2018 1500hrs



Documents

6. Last Date & Time for Submission of Bids

03/09/2018 1500Hrs

7. Date and time of opening of Eligibility & Technical Bids

03/09/2018 1530Hrs

8. Place of submission & opening of Bids

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

9. Address for communication As above Sr.No.8. Tel : 26767080/7161 [email protected]

10. Price of Bid Document Rs.10,000/-

11. Bank Account Details in which Bid Amount to be credited

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

12. Mode of Tender E-tender as well as Physical Submission

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

Document and must be delivered at the above office on or before specified date

and time indicated above.

2.7 Bid submission will be through e-Tendering process as well as Hardcopy. Bidders are also required to submit required documents through e-tendering portal. Both the submission have to be completed before the last date of submission of offers.

2.8 Bidders have to submit the EMD to the above address on or before the last date of submission of offers.

2.9 Bids will be opened by the Bank officials on the specified date and time in the presence of the bidder’s representatives.

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

the proposal during pre-bid meeting. If the Bank is not satisfied with technical

specifications and the feasibility of the technical offers submitted by any bidder,

the commercial offers of that bidder will not be opened. Technically disqualified

offers will not be taken up for further process and no discussions / interface will be

granted to such bidders.

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

offers without assigning any reasons there for.

DY. GENERAL MANAGER (IT)

DENA BANK, HO, MUMBAI.

mailto:[email protected]



3. Scope of Work

3.1 Successful bidders need to Supply, Implementation and Maintenance of

Enterprise Fraud Risk Management System.

3.2 The system broadly covers the following.

The bidder should propose Suitable tools for Analytics, Alert management, Rules Management, Workflow management, Real time/online/Offline availability mode, audit trail, reporting & dash boarding and any other component / module required for an Enterprise Fraud Risk Management solution. The Vendor is required to supply, configure, customize, maintain and support solution for EFRMS. The scope of work would include design, supply, implementation, customization, integration, testing, documentation, training, and maintenance support for a period of 5 years from the date of contract signing. The proposed solution should be implemented at Bank's premise along with DR. ` The EFRMS product solution will provide enterprise wide fraud detection and prevention covering the risks associated with the below mentioned list of channels and applications under online and/or offline mode. The solution should cover prevention and detection of frauds at different process stages of the below mentioned applications and channels for all types of transactions such as card present, card not present, financial and non-financial transaction etc.

A. Online Mode: - The Fraud detection is to be done on real time basis. Real time

monitoring and taking action on transactions pertains to following products: - i. All Internet based Banking Products. ii. All Mobile / handheld device based Banking products (viz. Mobile Banking, TAB

Banking, UPI, Wallet etc) iii. ATM iv. All types of Cards such as Credit card, Debit card, prepaid cards, wallets etc. v. POS (Point of Sale) vi. Cash Deposit machines / Cash Recyclers vii. Internet Payment Gateway and E-commerce Transactions viii. FI (Financial Inclusion) Gateway ix. IVR (Interactive voice response) x. Aadhaar based authentication transactions (both on-line / batch mode)

B. Offline Mode: - The Fraud detection is done post facto and the decision should not have any impact on the in-flight transaction. Offline monitoring/Near Real Time alert management and taking action on transactions pertains to following channels / products:



I. Core Banking

a) All Deposit Products

b) Loans

i. Corporate Loans

ii. Retail Loans

iii. MSME Loans

iv. Agriculture/Priority Sector Finance

v. Internal Funds Transfer

c) Remittances (NEFT, RTGS, SWIFT Domestic)

d) Forex Business including SWIFT transactions, inward / outward

remittances

II. Other Banking Products

i. Service Branch (Cheque Processing/ECS Processing) Operations

ii. Cash Management System and Channel Financing

iii. Financial Inclusion Banking

III. Internal Frauds (Employee Initiated/Involvement). System shall also be able to generate alerts required as part of Off-Site Surveillance.

C. Bank Systems

The Bidder is expected to integrate the solution with the existing transactional and other systems deployed by the Bank without impacting the performance of the source systems. The major systems deployed for various channels are as under: -

i) Finacle Core Banking Software ii) Customer On-Boarding and life cycle iii) Internet Banking based applications iv) ATM Switch v) Mobile based Banking Solutions vi) POS Switch vii) Channel Financing viii) Customer Accounts opening (On-line / Process flow based / across the

branches / Loan Processing) Proposed Solution should be able to integrate with different channels and their supportive internal systems such as E.g. ATM/ Debit/ Prepaid/ Virtual card, POS, CBS system, AML solution, Online Banking products and services, other software relating to products and services offered (Assets, Liabilities), Branch Banking etc., and also support external systems like CIBIL, CERSAI, ECGC, MCA, Income Tax Dept, Willful Defaulters, Bank Serious Irregularities Data as per requirement of the Bank for Fraud risk management.



D. Product Capabilities: The proposed solution should support high disk IOPS (Input Output Operations per Second) to meet the banks requirement in terms of performance. Proposed software should support open modular architecture proving following broad level capabilities: o Detection & Rule Engine o Scoring o Analytics o Data Management o BI (Business Intelligence) & Reporting o Integration & Interface o Integrated Fraud Management o Bank should be able use the transaction data gathered as part of FRMS for running

business analytics E. Brief FRMS Solution requirement for Internet and Mobile Banking products:

The proposed solution should be able to integrate with the existing internet and mobile banking products to monitor Internet and mobile banking based product transactions. Solution should also support new versions of the same.

The proposed solution should monitor and detect frauds for all pre-login, login and

post login related transactions. The proposed solution should support advanced IP geo-location capability to detect

IP Country, IP City, Proxy IP and zone hopping. The proposed solution should be able to integrate with the authentication system of

different channels. The proposed solution should not require any download or installation by the end

user and should support all types of browser and operating systems environments on all devices e.g. Personal Computers / Laptops / Smart phones/ TABs / other devices.

Solution should have capability to build and re-factor dynamic e-banking user behavior profiles including but not limited to:

a. Preferred Country b. Preferred City c. Preferred IP d. Preferred ISP e. Preferred Device f. Preferred Payee g. Average Daily/Weekly/Monthly Funds Transfer amount / frequency by payee /

biller



h. Preferred Transaction hour i. Proposed solution should support IPV6 addressing.

F. Real-Time Fraud Prevention for Payment Card transactions

i) The proposed solution should be able to combat both card present and card not present frauds in real-time.

ii) The proposed solution should be able to directly integrate with switch to monitor Debit card transactions across ATM, POS and E-Commerce channels on real time. The proposed solution should support payment card fraud prevention against skimming, counterfeit cards, lost and stolen cards, Mass card compromise, sudden surge and anomalous behavior, zone hopping.

iii) The solution should have the flexibility to create scenarios and models with minimal efforts as and when required for debit cards and credit cards.

iv) The proposed solution should have capability to detect common point of compromise (CPC) for compromised ATM, POS, and Merchants. Proposed Solution should be able to detect merchants/ATMs with common point of compromise (CPC) and be able to add these entities into blacklists.

v) Proposed Solution should support out of the box behaviour profiles including but not limited to: Card holder profiles Preferred ATM machines Preferred Merchants Preferred Merchant Category Codes preferred Country /City Preferred Transaction hour for ATM, POS, E-Commerce Preferred Currency for purchase-Average Daily/ Weekly/ Monthly/ Quarterly /

Season based transaction amount by channel (for domestic and international transactions)

Average Daily/Weekly/Monthly/Quarterly/Season based transaction frequency by channel (for domestic and international transactions)

vi) Proposed Solution should support to set threshold limit for all cards that have not been used for international transactions in the past.

vii) Proposed Solution should provide pre-packaged scenarios and predictive scoring modeling techniques to detect and prevent traditional and emerging fraud attacks like velocity checks, data breach and mass card compromise, zone hopping, customer state change and unusual transactions, sudden surge deviating from usual card holder or merchant profile, cross channel frauds, overseas card compromise and watch lists monitoring.

viii)Proposed Solution should support concept of dynamic and static daily limit for transactions to contain the risk in the event of card misuse.

ix) Proposed system should look for anomalous activity in customer accounts. It should detect behavior associated with a fraudulent transaction. Updated customer contact information is critical for quickly verifying the legitimacy of transactions or stopping fraud.

G. Additionally, the vendor will be responsible for

o The end to end Implementation of the solution (EFRMS) including integration with various systems to meet the requirement of Detection, Monitoring and Prevention of the Fraud



o The end to end software development life cycle of the EFRM Solution o Customization, parameterization and implementation of application software and

solutions o Hand-over successfully either to the bank or any vendor appointed by the bank

at the end of the agreed upon contract period o The services offered in contract period must be in conformance with the

specifications supplied in the Technical Specification. During this period, the vendor will be responsible for the patch application / bug fixing / support of all software supplied under this project.

4. General Solution Requirement 4.1. Bank intends to implement enterprise wide fraud risk management solution

covering core banking and delivery channels. 4.2. The proposed solution should be able to comply with various RBI and other

regulatory guidelines related to electronic payments. 4.3. Implementation of the FRMS solution should be completed within 12 months of

the acceptance of order in a phased manner. 4.4. Vendor should advise the bank for upgrades /changes in the security

infrastructure of the Bank against evolving threats and responsibilities. 4.5. The vendor should install, integrate and customize proposed solution with Bank’s

existing Core banking System (Finacle), Internet banking application products, Mobile Banking application products, Bank’s ATM switch, Bank's credit card processing system, Debit cards and other transaction systems/ delivery channels etc. without hampering the routine operations of the bank. The bidder should accomplish the job in coordination with existing System Integrator of the CBS and Internet Banking solution and other applications. Also, the proposed solution should support new versions of all the applications.

4.6. Vendor will integrate different channels/systems existing and introduced in the Bank within contract period in the Enterprise Fraud Risk management (EFRM) Solution without any license cost.

4.7. Bidder should build required interfaces, if any, for delivery channels and CBS at no extra cost.

4.8. Bank should be able to configure their own rules within the EFRM solution without dependency on vendors/OEM at no extra cost

4.9. The proposed solution should also be able to identify and prevent fraudulent transactions which are linked to non-monetary transaction such as ATM pin change, address/mobile no. change request, balance enquiry, etc.

4.10. The solution should support balancing the ratio false positive/negative ratio to reach manageable thresholds, by way of using out of box analytics capabilities. Analytics Capabilities need to be reviewed/ calibrated periodically.

4.11. Proposed Solution should provide risk score model which shall identify activities in the account that shall score the increase in the risk parameter and provide alerts

4.12. Multicurrency and Multiple time zones; addition Multifunction self-service channels, Wallet and other payments

4.13. The system should be capable of managing Fraud risks proactively and also



should be able to prevent the Fraud risks at the detection stage itself. 4.14. The system should be capable of generating any levels of dashboards and MIS to

meet the requirements of individual user / Unit level / Management level / Product & Process level / all demographic level / All outlier levels / All regulatory reporting levels.

4.15. The proposed solution should provide the capability to detect, discover, prevent and investigate the frauds in real time not only restricted to only one channel but across all the channels mentioned i.e. CBS, ATM, Internet Banking ,Mobile banking products, Credit Card and POS.

4.16. Solution should integrate with automated interactive outbound call based alerts facility on 24X7 basis to intimate and confirm with customer in case of high risk transactions.

4.17. Solution should integrate with automated interactive SMS based alert facility on 24X7 basis to intimate and confirm with customer in case of high risk transactions.

4.18. The vendor should take care of all aspects of Installation on existing set-up, De-Installation, Configuration, Re-configuration, enhancements, updates, upgrades, problem analysis, on–site, as well as off-site support to ensure smooth operations during and post implementation till end of contract period.

4.19. Vendor will have to ensure the troubleshooting in all forms like technical, administrative and customer related issues etc.

4.20. The proposed solution should be able to monitor and detect frauds in real-time for all channels and near real time for CBS.

4.21. The proposed solution should have the capability for cross-channel fraud monitoring and prevention.

4.22. The bidder should also build a dedicated infrastructure for development/testing. 4.23. The proposed solution should provide robust fraud detection and risk scoring

capabilities using following approach but not limited: 4.24. Advanced rule/scenario based detection 4.25. Dynamic Behavior Profiling and anomaly detection 4.26. Machine Learning based Predictive Scoring capabilities 4.27. The proposed solution should have the flexibility to create scenarios with minimal

efforts as and when required for multiple products and channels. 4.28. The proposed solution should provide web based scenario authoring tool to

configure new fraud schemes as and when required. 4.29. The proposed solution should allow configuring various business policies like

approve/decline/challenge/hold transaction based on the fraud risk score. 4.30. The EFRM solution should provide open APIs so that the Bank’s different

applications can be integrated with the EFRM solution. 4.31. The proposed solution should support watch list management for various black

lists and white lists. 4.32. The proposed solution should provide complete evidences for why a transaction

was declined/hold by the fraud management system. 4.33. The proposed solution should provide complete audit trail. 4.34. The proposed solution should support built-in maker checker functionality to

ensure dual commit to critical system changes.



4.35. The proposed solution should provide MIS dashboard and reports for tracking fraud cases, investigators‟ performance and system performance.

4.36. Vendor will have to ensure the troubleshooting in all forms like technical, administrative and customer related issues etc.

4.37. The FRMS solution must provide open APIs for integration with different applications of the Bank and its customers.

4.38. The FRMS should support online/ real-time comprehensive and customizable management dashboard.

4.39. The FRMS solution should provide audit trails and logs of all its functions/processes.

4.40. The Vendor should provide diagrammatic/ pictorial representations for complete details of the hardware, software and network architecture of the solution offered, including the project plan for going live.

4.41. The Vendor shall do proactive monitoring and capacity planning at regular intervals and advise the Bank about the software upgrades. However, there should not be any additional cost to the Bank for any hardware or software upgrade during the contract period as the Bank may use existing IT infrastructure or procure separately the required infrastructure based on the sizing proposed by the Vendor. As part of the technical solution, the Vendor must provide the complete IT infrastructure details like Server, Operating System, Database, Storage Capacity and other related requirements.

4.42. The Vendor should provide a separate Test & Development/ Passive DR also. 4.43. For every software including any third party software before software/ service

become operational, the Vendor must provide scope of work, user manuals, installation manuals, operation manuals, design documents, process documents, technical manuals, functional specification, software requirement specification, system configuration documents, system/ database administrative documents, debugging/ diagnostics documents, test procedures and any other documents etc.

4.44. The Vendor, at the minimum, should provide documentation on the following for the implementation under EFRMS: 1. Business Requirements Document 2. Detailed functional and technical scope document 3. Functional Requirement Specification Manual 4. Solution Architecture 5. Proposed Project Plan 6. Strategy Document for Testing, Training and Acceptance 7. Customization documentation 8. Integration Testing Plan 9. Test Specifications 10. User Acceptance Reports 11. Configuration and User Manuals 12. Training Plan 13. User Training Manuals 14. Licenses for all the software components 15. Detailed Mapping Details



16. Interfaces 17. Case & Alert Creation 18. User Defined variables 19. The Vendor should also provide documents related to Review Records/ Test

Bug Reports/ Root Cause Analysis Report, list of all product components, list of all dependent/ external modules and list of all documents related to traceability of the product as and when applicable. The Vendor should also provide the MIS reports as per requirement of the Bank. Any level/version changes and/or clarification or corrections or modifications in the above-mentioned documentation should be supplied by the Vendor to the Bank free of cost in timely manner.

20. The Bidder is required to provide the complete documentation for EFRMS which must include but not limited to: System Requirement Specification, Business Requirement Specifications, Installation and Implementation Guide, User Manual, Administration Guide, Hardening Document, System and Application Architecture, Operations Guide and Standard Operating Procedure.

4.45. The Vendor must provide FRMS Services to enrich/enhance each document with additional meta-data fields to ensure end-to-end audit trail and tracking.

4.46. All the patches/fixes, version upgrades of all the software components released by the Principal OEM during the contract period should be provided at no extra cost. The Vendor should ensure implementation of all the patches/ fixes and version upgrades in the production environment to the latest version during the contract period.

4.47. If the Bank desires to upgrade to higher version of database or hardware, the Vendor shall be required to comply with the Banks requirement during the contract period. The EFRM solution should support the database and hardware version which are supported by OEM. The Bank will take care of hardware and data/base upgrade activity. The Vendor has to ensure that the application should be compatible with hardware and database etc. without any additional cost. Solution should be compatible to Oracle database.

4.48. System integration testing will be followed by user acceptance testing, plan for which has to be submitted by the vendor to the Bank. The UAT includes Functional tests, Resilience tests, Operational tests, Load tests etc. The Bank staff/ third Party vendor designated by the Bank will carry out the functional testing. The Vendor should carry out other testing like resiliency / load etc. and submit the result log for all testing to the Bank.

4.49. If there is any core banking system upgrade during the contract period, then it is the Vendor’s responsibility to ensure that the integration with the upgraded core banking system is provided without affecting the normal course of business.

4.50. The EFRMS solution / software developed or customized should follow a standard development process to ensure that it meets functional, security, performance & regulatory requirements of the Bank.

4.51. None of the tools/software/utilities/solutions proposed should be open source. Any bid submitted with open source tools/software/utilities/solutions will be summarily rejected.



4.52. The Vendor should comply with Bank’s IS Security policy in key concern areas relevant to the RFP. Some of the key areas are as under:

4.53. Responsibilities for data and application privacy and confidentiality 4.54. Responsibilities on system and software access control and administration 4.55. Custodial responsibilities for data, software, hardware and other assets of the

Bank being managed by or assigned to the Vendor 4.56. Physical Security of the facilities, wherever required to be provided by the vendor 4.57. Physical and logical separation from other customers of the Vendor, wherever

required to be provided by the vendor 4.58. Incident response and reporting procedures 4.59. Data Encryption 4.60. Security requirement of the Bank will be shared with the successful vendor. 4.61. Backup System: The Vendor will be responsible for Backup of application and the

database as per the requirement of the Bank. Bank will provide required backup tools.

4.62. The bidder should right size the solution to meet the requirements provided in this RFP for the contract period of 5 years. In case the RFP requirements are not met, then the selected bidder has to provide additional components required to meet the RFP requirements, at no additional cost to the bank

5. Facility Management & Monitoring Teams

Bank will have Monitoring and Management Teams comprising of Bank & Vendor

Team for handling day to day operations.

Bidders need to provide approximate number of on-site resources in order to meet the

service level agreements mentioned in this RFP. Bidders should mention number of

resources required for managing the EFRMS in the Bill of Material.

Resource

Type

No. of

Shifts

Working Days Activity

L2 3 24*7 basis 365 days Monitoring & Management of EFRMS.

If Bidder feels additional number of resource required beyond the minimum ratio to

meet the SLA terms, bidder can propose additional resources. However, bidder has to

mention these numbers in masked commercial offer and the cost mentioned will be

part of TCO.

After awarding the contract, if Bank wants additional resources the price quoted for L2

will be considered for placing order. However, If bidder requires to put additional

resources beyond the resources mentioned in proposal to meet SLA it will be at cost of

Bidder.



The cost of the resources as provided in the Final commercial bill of materials shall be

considered as fixed for the term of the project and the bank may procure additional

resources at the cost not necessarily as per the above mentioned ratio.

No additional resources shall be added to the project without the bank‘s explicit

approval.

All the resource must be at SI/OEMs payroll but must have the required qualifications

and experience. In case of exception prior explicit approval of Bank would be required.

Shift: 8 Hours a day

a. Bank reserves the right to conduct interviews of the proposed team members for FMS.

b. In case of absence of any of the resource person, standby manpower may be provided by the vendor. If Bank is not satisfied with the performance of the standby personnel, Bank may not accept such standby manpower and in such cases, charges on actual basis of manpower support will be deducted from the vendor subject to adherence of SLA conditions. The above details are only indicative figures and may undergo change as per the requirement of the Bank from time to time.

c. Per Man day charges (for the purpose of deduction on account of absence) = Charges per man year/ (12X Number of working days in a month).

Roles &Educational Qualification for Onsite Engineer:-

L2 Engineer-

Will be responsible for Incident Validation, Incident Analysis, Solution Recommendation, Resolve Escalations, Tool admin, Maintain Knowledge base, Escalation point for issues resolution, Patch implementation, Rule base Management, General Administration, Scheduling/Performing Scans , Submission Scan reports, Resolve user queries, running systems at DC & DR & cut-over operations.

Day to Day configuration of rules/application.

Should be BE/B.Tech/MTech with minimum 2 years of experience in the field of EFRM solutions.

The resource must also have a valid certification for EFRM system proposed.

Above mentioned Project Personnel must have undergone in Know your Employee

process thoroughly and bidder has to submit the undertaking. It will be bidder’s

responsibility to get the NDA signed by such resources and submit to the Bank.

6. Project Reporting

A weekly progress report shall be submitted. Also the Vendor/Bidder shall report on



items by exception or that require urgent action. Monthly Project Execution Committee meetings will be held at Dena Bank premises. The Vendor/Bidder is required to provide a report on the following:

Progress against the Project Management Plan

Status of all open issues

Ad-hoc requests for information will be assessed promptly by the Vendor/Bidder and a delivery date will be given. The Vendor/Bidder shall deliver the required information within the agreed time frame.

7. Supply of EFRM Application and License:

The Bank requires enterprise license of EFRM Software and hence, bidders are

required to quote their price for enterprise license only.

The Bank proposes to procure Enterprise wide license for the EFRM application Software. There shall not be any restrictions like number of branches installations, site/center, clients, processors etc. There should not be any licensing restriction for access / usage by all or any of the Bank branches, regional offices, CPUs, RPUs / Offices of the Bank. Administrative and user level training on software should be part of the solution.

8. Implementation & Customizations

8.1 Installation & configuration of various components and functionalities of EFRM. 8.2 Pre-deployment study and gap analysis. 8.3 Customization in EFRM system as per the RFP functionality requirements, 8.4 Change requirements resulting in Regulatory guidelines / review, Bank’s Internal

/External Audit and its compliance, Bank policy changes. 8.5 Integration with Internal and External Systems. 8.6 Bidder to provide support for UAT. On UAT acceptance, the system shall be made

live 8.7 Provide support for Go Live. 8.8 Perform Stress Testing and Performance Tuning on EFRM application and

database, 8.9 Project hand-over at the end of the agreed period.

9. Integration with other Systems

The integration is proposed in phases:

Phase 1 – Offline detection on Deposits, Loans, Service Branch operations, Cash Management System

Phase 2 – Net banking, Mobile banking, ATM transactions, Cards, remittances, Forex business



Phase 3 – Internal frauds, Cash Deposit machines / Cash Recyclers, Internet Payment Gateway and E-commerce Transactions, FI (Financial Inclusion) Gateway, IVR (Interactive voice response) Aadhaar based authentication transactions (both on-line / batch mode)

Bank may decide initially to configure the system for monitoring and subsequently switch to preventive mode for all the channels.

10. Implementation Timeline

Phase 1 – 6 months from the date of contract



11. Training

11.1 Functional Training:

1. Setup of the Software 2. Interfacing & Parameterization 3. All functionalities & features 4. Report generation 5. Uploads 6. User Management and Auditing Techniques 7. All other aspects of EFRM required for smooth Operation and maintenance

of EFRM software 8. Top executive awareness program 9. Refresher’s training – Once in a year or as & when system is upgraded.

11.2 Technical Training:

1. Installation and configurations of EFRM (including all functionalities and

requirements) along with all third party software 2. Management and Administration of EFRM 3. Backup & Recovery Operations 4. Report writing/designing 5. Patches Testing and deployment practice 6. Troubleshooting 7. Management of Database 8. Data Dictionaries 9. All other aspects required for smooth implementation and maintenance of

EFRM software. The Vendor/Bidder shall provide user training to optimal number of personnel identified by Dena Bank on functional & operational aspects of the entire EFRM. The Vendor/Bidder shall provide hands on training as per the User Training Plan. Dena Bank will measure the effectiveness after the completion of the training.



Training shall be of required duration, with a batch size as mutually agreed by the Dena Bank and Vendor/Bidder. Training deliverables shall be:

User Training Plan

Training Material in English On receipt of each deliverable, Dena Bank will review each deliverable within agreed time frame.

12. Environmental Setup & Configuration

Successful Bidder to provide Detailed documentation on system set up & configuration of UAT, Production (DC),Fallback (DR) and Near- DR (if any) environments. Also provide documentation on detailed procedure for switching to fall back mode in case of disaster/system down time and again switching back to normal production set up once systems are made available. DR Drill shall be conducted quarterly or as per the Bank requirements during the contract period.

13. Deliverables

Project Management Plan – The comprehensive Project Management Plan should include the following processes/procedures and time lines: a) Enterprise wide EFRM application b) Project implementation Schedule

The project implementation schedule can be redrawn /revised, if required, based on mutually agreed terms and conditions between bank and Vendor.

Requirements Management process

Change Management Requirement

Quality control /Testing Plan

Documentation Management process

Progress Reporting and distribution process c) Product customization, implementation and Migration of Archival and Signature

Systems. d) Comprehensive System Configuration, Customization and testing documentation

referred below, shall be delivered to Dena Bank on commencement of the User Acceptance Testing (UAT) following the correction of any “Non Compliances".

Software Executable

Customized Software Source Code

Logical Data Base Design and Data Dictionary

The technical design document including i. Solution Architecture Overview ii. Logical & Physical Data Base Design iii. System Interfaces design iv. Development Tools, API



v. System Performance Benchmarks (response times, etc.) vi. Persistency of the Network Connection for remote and dial-up users.

e) Application set-up & Configuration Manual

System configuration / set up parameters documentation

Documentation for Master data set up, product types mapping

Existing Data migration documentation f) Documentation for Validation /calibration tools g) Details of methodology for validation, parameters, data processing etc. h) User Manual for the entire EFRM processes.

EFRM Technical Manual

EFRM Administration Manual

EFRM User Manual

EFRM Security Manual i) Test cases for User Acceptance Testing (UAT) j) Implementation, configuration of EFRM application at Data centre & DR Site. k) System Administration Manual l) A copy of the source code of the application customized for Dena Bank shall be

handed over to the Bank. A copy of all subsequent updates to the source code shall also be handed over to Dena Bank after the release/Go Live.

14. Support

a) System Maintenance & Support services will include the following activities. b) Provide support in setting up Production, Disaster Recovery, Near-DR (if any),

Development and Test Environments. c) Post-implementation on-site support for 5 year from Go Live date and further support

as mentioned in Service Scope. The on-site support can be extended on the same rates during the contract, extended contract period with maximum of 5% of additional costs post initial contract period.

d) Software requests for Change shall be handled in the following manner.

Software changes/upgrades as regards to any statutory requirements or any

other requirement of RBI / NPCI should be provided by the Vendor/Bidder at the

earliest without any additional cost during the contract period.

End user specific functionality change or enhancement requests shall be

assessed and impact analysis shall be performed by the Vendor/Bidder.

The Change Impact on schedule for implementation & efforts shall be agreed

between Dena Bank & Vendor/Bidder on case-to-case basis.

Vendor shall be compensated for change requests implementation as per the

mutually agreed man-day efforts estimated.

The Vendor shall provide technical and functional support for the proposed

EFRM and shall have overall responsibility of the performance, functionality and

operation of the EFRM system.



15. Minimum Qualification Criteria

The bidder meeting the General Eligibility Criteria will be considered for technical evaluation. Non-compliance to any of these criteria would result in outright rejection of the Bidder’s proposal. The Bidder is expected to provide proof for each of the points for eligibility evaluation. The proof provided must be in line with the details mentioned in “General Eligibility criteria compliance” Eligibility Evaluation Details. Any credential detail mentioned in “General Eligibility criteria compliance” and not accompanied by relevant proof documents will not be considered for evaluation. All credential letters should be appropriately bound, labelled and segregated in the respective areas. There is no restriction on the number of credentials a Bidder can provide. The decision of the Bank would be final and binding on all the Bidders to this document. The Bank may accept or reject an offer without assigning any reason what so ever. 1. For EFRM Solution/OEM

SNo Criteria Proof

Compliance (Y/N)

1 The EFRM Solution should have been implemented/under implementation in at least one Scheduled/Commercial /Public Sector Banks in India having business mix of minimum INR 1 lac crore as of last financial year (Business mix is Total assets + Total Deposits) Proposed EFRM Solution should be from a single OEM covering all channels mentioned as part of the scope

Copy of the customer letter and published financial data of the bank Bidder & OEM Self-Declaration as a part of Covering letter

2 Solution should have been implemented/under implementation in minimum 3 of the following areas: 1. Online Banking 2. Customer Screening including KYC 3. Debit Card 4. Cheque 5. Internal fraud detection 6. Application fraud

Copy of customer reference letter / Work Completion certificate confirming the channels used

3 The core Fraud Management solution OEM’s organization should have a global minimum turnover of INR Two Hundred Crores per annum in IT (information technology) products, services and implementation during the past 3

In case last financial year i.e. 2017-18 annual reports are not audited, bidder must submit previous three financial years audited

2017-18: 2016-17: 2015-16:



financial years: 2015-16, 2016-17 and 2017-18.

annual reports.

4 The proposed solution should be a part of Category Leaders of Chartis RiskTech Quadrant® for Enterprise Fraud Technology Solutions for the year 2017.

Copy Chartis Risktech report

2. For Bidder

Sno Criteria Proof

Compliance (Y/N)

5

The Bidder should be a Company registered in India under the companies Act 1956 / 2013 and operating for 5 years as on the date of RFP

Copy of Certificate of Incorporation and Certificate of commencement of Business (in case of Public Ltd Company) issued by the Registrar of Companies.

6 Bidder should not have been blacklisted by any Government organization/PSU/ PSB during the last three years

Self-Declaration as a part of Covering letter

7

The annual turnover/ revenue of Bidder should not be less than Rs. 100 Crs during the past 3 financial years (FY 2017-18, 2016-17,2015-16)

i. Certified / Audited P & L and Balance Sheets for last 3 financial years (FY 2017-18, 2016-17,2015-16) ii. Certificate from the Chartered Accountant mentioning the Global IT Annual Turnover of last 3 financial years (FY 2017-18,2016-17, 2015-16)

2017-18: 2016-17: 2015-16:

8

The Bidder must have positive net worth during the last 3 financial years (FY 2017-18, 2016-17,2015-16)

Copy of certified/ audited profit and loss statement and Balance sheet for the last 3 financial years 2017-18, 2016-17,2015-16 to be submitted as a proof

2017-18: 2016-17: 2015-16:



by the bidder indicating the positive net worth of Bidder

9 The Bidder and their OEMs whose software is proposed to be supplied to the Bank must have presence in India and should be able to support the project in Mumbai, India during the contract period Self-Declaration

10 The bidder should be at least ISO 9001:2015, ISO/IEC 27001:2013 & ITIL Certified Company

Latest audit surveillance report of ISO certification to be submitted

11 The bidder should be an OEM / or should have implemented / under implementation of the proposed EFRM solution in one commercial Bank in India with business mix of Rs. 1 Lac Crore+.

Copy of PO & Work Completion Certificate.

12 Bidder should be in the business of development or implementation, supply and maintenance of Risk based solutions / EFRMS for at least five (5) years as on the date of issue of this RFP.

Self – Declaration and Work Order copies to be submitted

Yes/No

13. The bidder should have experience in

interfacing EFRM solution with multiple

delivery channels

Self- Declaration

giving name of Bank/s

with which delivery

channel interface has

been done and copy

of Letter from relevant

Banks to be

submitted.

Yes/No

14. Bidder should have all necessary

licenses, permissions, consents, NOCs,

approvals as required under law for

carrying out its business

Copy of relevant

Documents to be

submitted

Yes/No



16. Instruction to Bidders

16.1 Amendment to RFP Contents

At any time prior to the last date for bid-submission, the Bank may, for any reason, whether at its own initiative or in response to clarification(s) requested by a prospective bidder, modify the RFP contents by amendment. Amendment will be notified in writing on Bank’s website or by e-mail to all the prospective bidders and will be binding on bidders. The Bank shall not be liable for any communication gap. In order to provide prospective bidders, reasonable time to take the amendment into account for preparation of their bid, the Bank may, at its discretion, extend the last date for bid submission.

16.2 Two Bid System Offer:

Separate offers (Eligibility, Technical & Commercial) must be submitted at the same

time, giving full particulars properly spiral bound and page number in separate sealed

envelopes at the Bank’s address given below, on or before time and date specified.

16.3 Bid Security/EMD: Earnest Money Deposit shall be made by the Bidder as under

for the bids submitted.

Tender Description EMD Amount in Rs.

Request for Proposal (RFP) for Supply, Implementation &

Maintenance of Enterprise Fraud Risk Management System

(Tender Ref: HO/ITD/1045/2018 dated: 04/08/2018)

50,00,000

16.3.1 The bidder shall furnish its bid security as under: -

a. A Demand Draft issued by nationalized bank/ scheduled commercial bank in favour

of “Dena Bank” or

b. A Bank Guarantee of nationalized bank/ scheduled commercial bank with validity of 180 days plus 30 days for claim period.

Bank’s address

Dy. General Manger ( IT ) Dena Bank , Information Technology Department, Dena Bhawan-A, Patel Estate, Jogeshwari (w) , Mumbai 400102



16.3.2 Unsuccessful Bidder’s bid security will be discharged or returned as promptly as possible after the expiration of the period of bid validity prescribed & for successful Bidder against Performance Bank Guarantee.

16.3.3 The bid security may be forfeited: a. If the bidder withdraws its bid during the period of bid validity specified by the Bank.

b. In case the information submitted by the bidder supporting its eligibility claim is found to be false

c. In case of the successful bidder, if the bidder fails to:

sign the contract

furnish performance security

16.4 Submission of Bid Document

16.4.1 All the envelopes must be super-scribed with the following information:

Type of Offer (Technical or Commercial)

Bid Reference Number

Due Date

Name of Bidder with contact details 16.4.2 ENVELOPE-I ( Eligibility Compliance) : (in sealed envelope) Eligibility compliance offer should contain the relevant document required for verification of Eligibility compliance of the bidder. If bidder is not eligible as per eligibility criteria, Bank may not evaluate the technical offer of the bidder. 16.4.3 ENVELOPE-II (Technical Offer): (in sealed envelope)

The Technical Offer (T.O) should be complete in all respects and contain all information asked for, except prices. The T.O. should include all items asked for in Requirement of Items (ROI). The T.O. should not contain any price information. The T.O. should be complete to indicate that all products and services asked for are quoted. For example, the Technical Offer should mention that AMC charges are included in the Commercial Offer, without mentioning the actual amounts in the T.O. 16.4.4 ENVELOPE-III (Commercial Offer): (in separate sealed envelope) The Commercial Offer (C.O) should give all relevant prices information and should not contradict the T.O. in any manner. The C.O. should be complete in all respects and contain all necessary information. C.O. which is incomplete is liable for rejection. 16.4.5 These three envelopes containing the Eligibility Compliance, Technical and

Commercial Offer should be separately submitted. Please note that if any envelope is found to contain technical and commercial then that offer will be rejected summarily.



16.4.6 All pages must be numbered Page x of yy (eg. Page 12 of 30) and signed by (initials) the Authorized Signatory along with Company Seal.

16.4.7 Bidders have to submit soft copy of the Eligibility Compliance and Technical offer

in CD/DVD/Pen Drive in PDF format. 16.4.8 All the documents submitted will become the property of the Bank.

16.5 Schedule of Items under Procurement

Tender No. Tender Description

Tender Ref: HO/ITD/1045/2018 dated: 04/08/2018

Request for Proposal (RFP) for Supply,

Implementation & Maintenance of

Enterprise Fraud Risk Management System

16.6 Terms and Conditions:

Terms and conditions for bidders who participate in the offer for quotes are specified in the section called “Terms and Conditions of Contract (TCC)”. These terms and conditions will be binding on all the bidders. These terms and conditions will also form a part of the purchase order, to be issued to the successful bidder(s) on the outcome of the offer process.

16.7 Non-transferable offer:

This offer document is not transferable. Only the party, who has purchased this offer, is entitled to quote.

16.8 Pre bid Meeting:

There will be a meeting with all the bidders, as specified earlier at Dena Bank, Information Technology Department, Dena Bhawan-A, Patel Estate, Jogeshwari (w), Mumbai 400102, to address any queries in connection with the document. It is essential that all clarifications / queries be submitted to Dena Bank one day before scheduled pre-bid meeting at above mentioned Email id. The bidders who have purchased the Bidding Documents will be allowed to attend the Pre-bid meeting. Queries to be submitted strictly as per the format given at Annexure –O in excel format. All the queries to be send to [email protected].

16.9 Reply to Query:

The purchaser’s response to the above queries will be sent to all prospective Bidders who have purchased the Bidding Documents by E-mail or publishing the changes in tender section of the Bank’s website. All the communication from Bank’s side will be done through e-mail only. Hence you are advised to provide a valid e-mail id while procuring the bid document. Reply of pre-bid queries, addendum, corrigendum will also be published on tender section of Bank’s website ( https://www.denabank.com)

16.10 Offer validity Period:

The offer should hold good for a period of 180 days from the date of the opening of offer. Bank can place repeat order at the same rate as per purchase order for part or all

mailto:[email protected]

https://www.denabank.com/



the items quoted in the tender documents within a period of 6 months from the issue of Purchase Order.

16.11 Address of Communication:

Offers should be addressed to the address given in Section-I.

16.12 Modification and Withdrawal of Offers:

The bidder may modify or withdraw its offer after its submission, provided that written notice of the modification or withdrawal is received by Dena Bank prior to the closing date and time prescribed for submission of offers. No offer can be modified or withdrawn by the bidder, subsequent to the closing date and time for submission of offers. No fees or expenses will be refunded.

16.13 Preliminary Scrutiny

Dena Bank will scrutinize the offers to determine whether they are complete, whether any errors have been made in the offer, whether required documentation has been furnished, whether the documents have been properly signed, and whether items are quoted as per the schedule. Dena Bank may, at its discretion, waive any minor non-conformity or any minor irregularity in an offer. This shall be binding on all bidders and Dena Bank reserves the right for such waivers.

16.14 Clarification of Offers

To assist in the scrutiny, evaluation and comparison of offers, Dena Bank may, at its discretion, ask some or all the bidders for clarification of their offer. The request for such clarifications and the response will necessarily be in writing and no change in the price or substance of the bid shall be sought, offered or permitted.

16.15 No Commitment to Accept Lowest or Any Offer

Dena Bank shall be under no obligation to accept the lowest or any other offer received in response to this offer notice and shall be entitled to reject any or all offers including those received late or incomplete, offers without assigning any reason whatsoever. Dena Bank reserves the right to make any changes in the terms and conditions of purchase that will be informed to all bidders. Dena Bank will not be obliged to meet and have discussions with any bidder, and/or to listen to any representations.



16.16 Documentation

The following information should be furnished along with the technical offer by means of printed technical brochures as per checklist provided. 1) Make and model numbers of all the software items quoted for

2) Specifications of all modules asked along with technical specifications table.

3) Version number in case of software. It is required to indicate if the software requires any particular version of the operating system for compatibility.

4) Software(s), which will be supplied free, and the ones that will be charged for, should be clearly indicated. Restrictions on software usage, if any, should also be mentioned.

16.17 Submission of Technical Details

It is mandatory to provide the technical details in the exact format of Technical Details column given in the technical specifications. The offer may not be evaluated by Dena Bank in case of non-adherence to the format or partial submission of technical details as per the format given in the offer. Dena Bank shall not allow/permit changes in the technical specifications after it is submitted. The relevant product information brand and model number offered, printed product brochure, technical specification sheets etc. should be submitted along with the offer. Failure to submit this information along with the offer may result in disqualification.

16.18 Make, Models & Part numbers of the equipment

It is necessary to provide make, model and part numbers of all equipment and their sub components as asked in the technical specification. The offer may not be evaluated and/or will be liable for rejection in case of non-submission or partial submission of make, model and part numbers of the items offered. Please note that substituting this information by just brand name is not enough.

16.19 Format of Eligibility Offer: Eligibility Compliance sheet covers the following

information-Annexure-N

16.20 Format for Technical Offer

The Technical offer must be made in an organized, structured and neat manner. Brochures/leaflets etc. should not be submitted in loose form. The format for submission of technical offer is as follows:



1) Index

2) Technical Offer with Specifications.

3) Technical Deviation Statement Annexure

4) Checklist as per Annexure

5) Covering letter. This should be as per Annexure

6) Details of the bidder, as per Annexure

7) Manufacturer’s Authorization Form (if applicable) as per Annexure

8) Details of installation (past/current), as per Annexure

9) Details of support centers as per Annexure

10) Terms and Conditions Compliance Table. As per Annexure

11) Technical Documentation (Product Brochures, leaflets, manuals etc.). An index of technical documentation submitted with the offer must be enclosed.

12) Software details.

13) Bidder’s Financial Details (audited balance sheets etc.) and other supporting documents, as asked in the offer document

16.21 Format for Commercial Offer

The Commercial offer must not contradict the technical offer in any way. The suggested format for submission of Commercial offer is as follows: a) Index

b) Covering letter

c) Commercial Version of Bill of Materials and Price Schedule. This must contain all price information, including Annual Maintenance and Support details. It must be in format specified as Annexure- Commercial Bid

d) A statement that the bidder complies with Payment schedule and penalties given in the offer.

16.22 Erasures or Alterations

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

16.23 Locations of Installation

This offer is being floated by the Head office of Dena Bank .The equipments being procured through this offer shall be installed and commissioned by the bidder, at Dena Bank Data Center at Mumbai/Navi Mumbai & Bangaluru. Necessary road permits and



way bills required for transportation and delivery of all the equipment should be arranged by the bidder.

16.24 Costs & Currency

16.24.1 The cost must be indicated as Fixed Price in Indian Rupees only, including the

following:

a. Cost of the equipment/hardware, software licenses, implementation and

maintenance is for a period of 5 years. b. Comprehensive warranty and AMC(Annual Maintenance Contract) as specified in

TCO(Total Cost of Ownership). c. The price offered to the Bank must be in Indian Rupees, inclusive of all presently

applicable taxes and duties. Any new taxes/ increase in taxes introduced by Govt. / State Govt./ Municipal Corporation or local bodies which is subject matter of the contract, if it is a liability of Bank shall be borne by the Bank and shall become payable by the Bank on production of documentary proof by the bidder.

d. If the Government brings in any changes to the tax structure resulting in reduction of the cost, the benefit arising out of such reduction or changes or abolition shall be passed on to the Bank. The price should be mentioned in terms of the amount payable by Bank as per the pricing structure for all the services indicating the break-up of each item as per bill of materials. However, any item not mentioned in the bill of material but necessary to complete the project will be the sole responsibility of the bidder and will be deemed to have been included in the price.

e. Prices, which are not quoted as above, can be rejected. The Bank reserves its right to reject any bid submitted with an adjustable price quotation.

17. Determination of L1 Bidder

17.1 The Bank will open the technical bids on the stipulated day in the presence of authorized representatives of the bidders. The technical bid will be opened first and evaluated for technical requirements as per the stipulations.

17.2 L1 bidder will be selected on the basis of the Total cost of ownership (TCO) criteria quoted in the reverse auction. The bidder who has quoted lowest TCO would be declared as L1 bidder.

17.3 All technically qualified Bidders would participate in the reverse auction through the e-tendering process. The bidder has to participate in the e-tendering process adopted by the Bank and comply with the procedure mentioned in the e-tendering process prescribed by the Vendor appointed by the Bank for e-tendering.

17.4 Bank will open the commercial offer of all the technically qualified Bidders before the reverse auction process to arrive at the opening price (start price) for the Reverse Auction. However there would be no compulsion on the part of the Bank to accept these prices as Bench Mark for determining the Start Bid price and the Bank may at its discretion use any other process / methodology to determine the Start Bid Price without having to disclose the basis to the Bidders.

17.5 The commercial bids of unsuccessful bidders at the technical stage will be returned to them unopened against their acknowledgement.



18. No Negotiation

18.1 It is absolutely essential for the bidders to quote the lowest price at the time of making the offer in their own interest, as Dena Bank will not enter into any price negotiations.

18.2 No Bidder shall contact the Bank on any matter relating to its offer, from the time of offer opening to the time the Contract is awarded. Any effort by a bidder to influence the Bank in its decision on offer evaluation, comparison or contract award decisions may result in the rejection of the Bidder’s offer.

19. Short-listing of Bidders

19.1 Dena Bank will prepare a list of technically qualifying bidders and only technically qualified will be allowed to participate commercial evaluation. Bank at its discretion may disqualify any bidder based on its past experience with such bidders in execution of any previously awarded contracts.

19.2 Dena Bank will evaluate and compare the offers which have been determined to be substantially responsive. The Bank’s evaluation of offers will take into account, in addition to the quoted one or more of the following factors as specified: a. Delivery schedule offered in the bid;

b. Deviation in payment schedule;

c. The cost of customization, components, spare parts and service;

d. The availability of spare parts and after-sales services for the equipment / system offered in the bid in Purchaser’s country;

e. The projected operating and maintenance costs during the life of the equipment / product;

f. The performance and productivity of the system / equipment offered; and/or

g. The track record of the after sales support of the bidder if he is an existing vendor of the bank.

h. Other specific criteria indicated in the Bid Data Sheet and/or in the Technical Specifications.

20. Right to Alter Quantities

Dena Bank reserves the right to issue Purchase Order in phases or to alter the

quantities specified in the offer. Dena Bank also reserves the right to delete one or more

items from the list of items specified in offer.

21. Technical Evaluation Criteria

Sl. No. Functional & Technical Evaluation Phase Score

1 Functional & Technical specifications compliance 20

2 Solution Presentation & Demonstration ( to be shared separately with qualified bidders) 40

3 Solution Architecture, Scalability, Performance & Implementation Approach 10

4 Past Experience 10

5 Analyst Rating 20

TOTAL 100



22. Term & Conditions of Contract

22.1 Technical Inspection and Performance Evaluation

Dena Bank reserves its right to carry out a technical inspection and performance

evaluation (benchmarking) of equipment and solution offered by short-listed bidders.

22.2 Payment Terms

Dena Bank will make payment as follows: a) Software Licenses

1) 20% of the total cost on delivery of Software Licenses plus 100% of GST (wherever applicable) at actuals. The required documents to be provided along with original invoice (Original delivery Challans dully stamped and signed by the Bank Official)

2) 40% of the total cost after Phase I go-live sign off from Bank. Go Live Sign Off in the form of Acceptance Test should be signed by both Bank’s identified Project Manager & vendor representative.

3) 40% of the total cost after complete go-live sign off from Bank. Go Live Sign Off in the form of Acceptance Test should be signed by both Bank’s identified Project Manager & vendor representative.

b) Implementation Cost (OTC)

1) 40% after Phase I go- live sign off from Bank. Go Live Sign Off in the form of Acceptance Test should be signed by both Bank’s identified Project Manager & vendor representative.

2) 40% after Phase II go- live sign off from Bank. Go Live Sign Off in the form of Acceptance Test should be signed by both Bank’s identified Project Manager & vendor representative.

3) 20% after Phase III go- live sign off from Bank. Go Live Sign Off in the form of Acceptance Test should be signed by both Bank’s identified Project Manager & vendor representative.

b) AMC / ATS – Payable yearly in advance c) FMS : Monthly in areas

d) Onsite Support Charges There shall be no escalation in the prices once the prices are fixed and agreed to by the Bank and the vendor. Payment will be released by IT Dept., as per above payment terms on submission of mentioned supporting documents. The support fee will be payable monthly in arrears.



22.3 Delivery, Installation and Commissioning

22.3.1 The Bidder shall be responsible for delivery, installation, commissioning and

integration of the equipment ordered with the existing systems of the Bank &

other applications (where ever applicable) to make them fully operational at no

additional charges as and when required time to time. The bidder will provide

necessary support for hardware/software settings for successful

porting/installation of application software into the equipment ordered.

22.3.2 Insurance cover including Transit insurance till delivery of equipment to the

destination and indemnity to Bank against any loss. Insurance should cover

period up to installation of the equipment.

22.3.3 The Bidder shall ensure for application

Stage Phase of the project Duration

1 Delivery of licences and SRS

30 days from the date of Purchase Order

2 System Requirement Gathering, Customization, System Configuration / Customization / Handover for User Acceptance Testing (UAT)

60 days from the Completion of Stage-1 or 90 days from the date of Purchase order, whichever is earlier

3 Integration with CBS & Other Delivery Channels

60 days from the Completion of Stage-2 or 150 days from the date of Purchase order, whichever is earlier

4 Rules based configuration 60 days from the Completion of Stage-3 or 210 days from the date of Purchase order, whichever is earlier

5 Issue of Acceptance Certificate

60 days from the completion of Stage-4 or 270 days from the date of purchase order, on Satisfactory “Go live” as per Stage-4 ( refer note 2 given below)

22.4 Order Cancellation

22.4.1 The Bank reserves its right to cancel the order in the event of one or more of the following situations, that are not occasioned due to reasons solely and directly attributable to the Bank alone

a. Delay in implementation of services as specified in the scope of this document

beyond the specified period and after cure period.



b. Serious discrepancy in the quality of service / hardware / software expected during

the implementation, rollout and subsequent maintenance process.

c. In the case of any violation of the terms of the RFP, Contract, Secrecy or persistent

default in complying with the terms of Service Agreement

d. At any stage, any representation or particulars furnished by bidder are found to be

incorrect or false

e. In case any major shareholder or stakeholder is found to have been engaged in

activities which are criminal in nature in his own country or any proceedings for

declaring him as insolvent for winding up are pending or initiated.

f. In case successful bidder fails to furnish proof back liaising entered with OEM for

hardware and software for the entire period of contract.

22.4.2 The Bank’s decision on the matter will be final and binding on the bidder.

However the Bank shall provide a notice the bidder in case of any breach/non-

performance with cure period of 30 days to rectify to breach.

22.4.3 The bidder would also be required to compensate the Bank for any direct loss

incurred by the Bank due to the cancellation of the contract and any additional

expenditure to be incurred by the Bank to appoint any other bidder.

22.4.4 Upon cancellation of contract/completion of period of service, the bidder should

handover the peaceful legal possession of all the services provided as per the

scope of the contract along with the licenses therewith and obtains discharge

from the Bank. The Bank also reserves the right to assign or allot or award the

contract to any third party upon cancellation of the availed services.

22.5 Inter-working of Equipment/Hardware, Software & Services

22.5.1 The bidder must integrate all the hardware, software components supplied by

him with existing or to be supplied hardware, software components to make the

system integrated and fully functional. It will be bidder’s responsibility to locate

the exact nature of the problem/fault(s) and rectify the same. Under no

circumstances will a problem/fault be blamed on the application software/ other

systems without sufficient cause and justification.

22.5.2 The bidder must also take necessary steps to install all the software

components supplied by him on the hardware and software supplied. Moreover,

any relevant software patches that are required to be applied to the system

software to make it compatible with supplied hardware / software must be

identified and installed from time to time during the warranty and AMC period.



22.6 Acceptance Tests

22.6.1 At the discretion of bank, acceptance tests will be conducted by the bidder at the

site in the presence of the officials of Dena Bank and/or its nominated

consultants. The tests will check for trouble-free operation apart from physical

verification and testing. There shall not be any additional charges payable by

Dena Bank for carrying out this acceptance test. Dena Bank will take over the

system on successful completion of the above acceptance test. An average

uptime of 99.5% for duration of test period shall be considered as satisfactory.

22.6.2 In the event of hardware and software failing to pass the acceptance test, a

period not exceeding two days will be given to rectify the defect and clear the

acceptance tests, failing which the bank reserves the right to get the equipment

replaced by the supplier at no extra cost to Bank

22.7 Drivers & Manuals

The equipment/Hardware, Software will have to be supplied with the complete and legal

documentation of hardware/software, all subsystems, operating systems, system

software, software drivers and manuals as applicable. The bidder shall supply operation

and maintenance manuals together with drawings of goods and equipment’s built.

These shall be in such details as will enable the bank to operate, maintain, adjust and

repair all parts as stated above.

22.8 Warranty

22.8.1 Warranty supplied for the system shall be 12 months from the date of complete

acceptance.

22.8.2 The offer must include a minimum comprehensive on-site warranty and support

for period specified in TCO from the date of installation and acceptance of the

solution by the Bank including all software, database, patches, updates and

licenses. Warranty support has to be provided through OEM / Bidder.

22.8.3 The OEM or bidder from time to time has to inform the Updates/Upgrades/New

releases/New versions released for software licenses supplied to Bank. The

bidder must ensure that all such Updates/Upgrades/New releases/New versions

and version migrations, as and when released during the term of warranty /

AMC should be notified to the Bank by bidder/OEM.

22.8.4 The Bidder shall ensure that the warranty complies with the agreed technical

standards, security requirements, operating procedures, and recovery

procedures

22.8.5 The warranty period shall start from date of acceptance. Free maintenance

services shall be provided by the supplier during the period of warranty. The



Bidder shall, in addition, comply with the performance guarantee specified under

the contract. If, for reasons attributable to the Bidder, these guarantees are not

attained in whole or in part, the Bidder shall make such changes,

modifications and/ or additions to the Goods or any part thereof as may be

necessary in order to attain the contractual guarantees specified in the

contract at its own cost and expense and to carry out further performance.

22.9 SLA for Software Support & Third Party Tools, if in use:

22.9.1 Any software bug identified by Bank/ OEM/Bidder needs to be fixed within the

stipulated time depending upon the criticality of the issue.

22.9.2 Problem/Issue/Defect: This should be defined as any flaw within the software

system which does not allow the end user to perform its regular operations as

per the specifications / operational guidelines /functionality requirements in a

stipulated timeframe.

22.9.3 Any problems/Issues/defects reported by Users should be categorized based on

severity as follows:

22.9.3.1 Critical: When the System Operation is stopped/ halted.

22.9.3.2 High: When the System Operation is stopped/ halted or system

malfunctioning but for the same the workaround is available.

22.9.3.3 Low: Minor irritants during operations.

22.9.4 For delay in service delivery during warranty and AMC period

The EFRM system has to be up and running for at least 97% of the time. The EFRM is

deemed to be up, if the users are able to log into the system and are able to fully

execute all the functionalities of the system. The uptime shall be computed on a

monthly basis.



For every 1% reduction of uptime from the standard mentioned above during a month,

there shall be a penalty of 1% of the ATS For every 1% of the downtime up to an

uptime of 92%.

Breach of Service levels consistently on part of the vendor may lead to invocation of

Clause for “Termination for Default”.

Penalty amount will not exceed 10% of the invoice value for the specified invoice period.

Penalties for non- compliance of Service Level requirements during warranty period will

be recovered from the first AMC Invoice.

22.9.5 Penalty for delay in delivery & installation

22.9.5.1 Bank may issue multiple indents exceeding up to six months from issuance of

purchase order for delivery of various hardware/software at different locations.

22.9.5.2 If the bidder fails to deliver and/or install all the equipment ordered within the

stipulated time schedule or by the date extended by Dena Bank, it is a condition

precedent that the validity of Bank guarantee shall be extended by further period

as required by Dena Bank before the expiry of the original bank guarantee.

Failure to do so will be treated as breach of contract. In such an event Dena

Bank reserves its right to foreclose the bank guarantee

22.9.5.3 If the Bidder fails to deliver any or all of the Systems or install the same within

the time period(s) specified in the Contract, Purchaser shall, without prejudice to

its other rights and remedies under and in accordance with the Contract, deduct

from the Contract price, as liquidated damages. For any delay in delivery,

installation and commissioning of the material/hardware/software, Dena Bank will

charge the penalty @1% per week on delayed part.

Part of the week will be treated as full week for this purpose. Bank reserves the right to

recover these amounts by any mode such as adjusting from any payments to be made

by the bank to the bidder.

22.9.6 Upper cap for all the penalties will be 10% of the PO value. In case of undue

delay beyond a cure period of 2 months unless otherwise waived by the

Purchaser, Purchaser in its discretion may consider termination of the Contract. If

total penalty exceeds 10% of the PO value, EMD may be revoked or order may

be cancelled.

22.9.7 The Bank will not arrange for any Road Permits/Sales Tax clearance for delivery

of hardware/software and the bidder will have to make own arrangements for

delivery of hardware/software to the locations. Bank will provide necessary help

like arrangement of Sales Tax document to be attested by the bank.



22.10 Annual Maintenance Contract:

22.10.1 The offer must give commitment to provide maintenance at the price quoted

in TCO from the date of expiry of warranty. The bidder must give commitment to

provide AMC for the hardware / system supplied for smooth operation.

22.10.2 Dena Bank will pay AMC charges on yearly basis subject to satisfactory

services rendered, on receipt of bank guarantee for AMC amount for one year

from the date of completion of warranty period. Dena Bank will pay AMC in

advance per year on receipt of bank guarantee.

22.10.3 During the AMC period the vendor should update the software and also

provide any new versions released as part of Annual Maintenance Contract.

22.10.4 The vendor undertakes and guarantees on Response time during the period

of warranty and AMC with the Bank is in force.

22.10.5 However Bank will have option to avail direct support from OEM for the AMC

and may not avail the AMC services of bidder.

22.11 Guarantees on System Up-Time

The combined Up-Time of the hardware and software provided by the vendor should

provide continuous and guaranteed level of service and functionality as defined in this

document (except the down-time due to the power supply failure or failure due to any

external reasons). The vendor undertakes and guarantees a system Up-Time of 97%

yearly during the period of warranty and AMC with the Bank is in force.

22.12 Preventive Maintenance

The Bidder will carry out preventive and corrective maintenance activities to ensure that

all hardware / Software, related components and software perform without defect or

interruption for ensuring the uptime guarantee mentioned above in every three months.

22.13 Technical Documentation

The technical documentation involving detailed instruction for operation and

maintenance is to be delivered with every unit of the equipment / system supplied. The

language of the documentation should be English.

22.14 Indemnity

The Service Provider shall indemnify, protect and save the Bank against all claims, and losses, costs, damages, expenses, action, suits and other proceedings resulting from: (i) infringement of any patent, trademarks, copyrights etc. or such other statutory infringements under any laws including the Copyright Act, 1957 or Information



Technology Act 2000 in respect of deliverables/ Services supplied by Service Provider to the Bank; (ii) death and/or bodily injury caused by employees of the Service Provider. However, (i) the Service Provider will have sole control of the defense and all related

settlement negotiations; (ii) the Bank will provide the Service Provider with the

assistance, information and authority reasonably necessary to perform the above; and

(iii) the Bank will not make any statements or comments or representations about the

claim without the prior written consent of the Service Provider, except where the Bank is

required by any authority/regulator to make a comment/ statement/ representation.

Indemnity would be limited to court or arbitration awarded damages and shall exclude

indirect, consequential and incidental damages.

The Bidder shall not indemnify the Bank for:

a. Any loss of profits, revenue, contracts, or anticipated savings or any consequential or

indirect loss or damage however caused, provided that the claims against customers,

users and service providers of the Bank would be considered as a “direct” claim.

22.15 Publicity

Any publicity by the bidder in which the name of Bank is to be used should be done only

with the explicit written permission of bank. The bidder should not disclose the technical

/ commercials offered to the bank and also the terms & conditions to any other third

party without prior written permission of Bank.

22.16 Limitation of Liability:

Notwithstanding anything to the contrary in this Agreement, the Service Provider‟s aggregate liability under this Agreement regardless of the form or nature of action giving rise to such liability (whether in contract, tort or otherwise), shall be at actual and limited to the total value of the Agreement. Further, the Service Provider‟s liability in case of claims against the Bank resulting from Willful Misconduct or Gross Negligence of the Service Provider, its employees and subcontractors or from infringement of patents, trademarks, copyrights or such other intellectual property rights shall be unlimited. “Willful Misconduct” means where a Party intentionally causes actual harm upon the other Party and does not involve error or mistake in any form. “Gross Negligence” means a serious disregard to an obvious risk. The Bank shall not be held liable for and is absolved of any responsibility or claim/litigation arising out of the use of any third party software or modules if supplied by the Service Provider as part of this Agreement, provided that Bank uses the software/modules in accordance with the terms and conditions provided by the applicable licensor or the Service Provider.



In no event shall either Party be liable for any indirect, incidental or consequential damages or liability, loss of business, revenues, goodwill or profits, under or in connection with or arising out of this Agreement or the hardware or the software delivered hereunder, howsoever such liability may arise.

Subject to aggregate liability limit mentioned in first para of this Clause (Limitation of

Liability), the Service Provider shall be liable for penalties / damages for any deviation /

mal-functioning of the application/customization/system which does not perform as per

the scope of application/ customization /system accepted by the Bank based on the

approach finalized mutually with the Service Provider.

22.17 Interconnectivity with Bank’s existing equipment

It is bidder’s responsibility to establish interconnectivity with other equipment of the

Bank where required by Bank and where technically possible and where it is within

scope of this tender.

22.18 Cooperation for WAN connectivity

The bidder will undertake to provide all necessary help to connect the equipment on

LAN and WAN of the Bank.

22.19 Guarantees

Bidder should guarantee that all components are new. In the case of software, the

bidder should guarantee that the software supplied to Dena Bank is licensed and legally

obtained. All hardware and software must be supplied with their original and complete

printed documentation.

22.20 Performance Security:

The Service Provider shall provide performance bank guarantee from a nationalized Bank/scheduled commercial bank, in the form and manner provided by the Bank, equivalent to (10)% ten percent of contract value. The bank guarantee shall be valid for one year, and two month claim period thereafter. Performance bank guarantee shall be renewed on an annual basis, prior to the expiry of the then valid bank guarantee, during the term of the Agreement. The value of the renewed bank guarantee would be (10)% ten percent of the remaining contract value, which will be determined by deducting the amounts paid till such date from the initial contract value. If the Service Provider fails to renew the bank guarantee within the validity period, the

Bank shall be entitled to invoke the bank guarantee. The Bank shall also have the right

to invoke the bank guarantee in the event of non-performance of obligation or failure to



meet terms of this Agreement by the Service Provider. Any invocation of the bank

guarantee by the Bank shall be only after the Bank has provided a written notice of

breach to the Service Provider and the Service Provider has failed to cure such breach

within a period of (30) thirty days after receipt of such notice.

22.21 Force Majeure

The bidder shall not be liable for forfeiture of its performance security, liquidated

damages or termination for default, if and to the extent that it’s delay in performance or

other failure to perform its obligations under the contract is the result of an event of

force Majeure. For purposes of this Clause, "Force Majeure" means an event beyond

the control of the Bidder and not involving the bidder's fault or negligence and not

foreseeable. Such events may include, but are not limited to AEFRM of purchaser in its

sovereign capacity wars or revolutions, fires, floods, epidemics, quarantine restrictions

and fright embargoes.

If a Force Majeure situation arises, the Bidder shall promptly notify Dena Bank in writing

of such conditions and the cause thereof within twenty calendar days. Unless otherwise

directed by Dena Bank in writing, the Bidder shall continue to perform it’s obligations

under the Contract as far as it is reasonably practical, and shall seek all reasonable

alternative means for performance not prevented by the Force Majeure event.

In such a case, the time for performance shall be extended by a period(s) not less than

the duration of such delay. If the duration of delay continues beyond a period of three

months, Dena Bank and the bidder shall hold consultations with each other in an

endeavor to find a solution to the problem.

Notwithstanding above, the decision of Dena Bank shall be final and binding on the

bidder.

22.22 Intellectual Property Rights

The bidder represents that it has obtained appropriate rights to provide the deliverables

upon the terms and conditions contained in this contract. The Bank agrees and

acknowledges that save as expressly provided in this contract, all Intellectual Property

Rights in relation to the Software and Documentation and any adaptations, translations

and derivative works thereof whether protectable as a copyright, trade mark, patent,

trade secret design or otherwise, provided by the Bidder during, in connection with or in

relation to fulfilling its obligations under this contract belong to and shall remain a

property of the Bidder or its licensor. The Bank shall own all Intellectual Property Rights

in all software and other materials (excluding any Bidder or third party products

including any modifications, enhancements or customization made thereto) produced



exclusively for the Bank by the Bidder pursuant to the project including any adaptations,

translations, derivative works and improvements that are developed by the Bidder,

specifically and exclusively for the Bank, whether protectable as a copyright, trademark,

patent, trade secret and design or otherwise. The ownership of all Intellectual Property

Rights in any information or materials provided to the Bidder by the Bank shall remain

vested in the Bank. The ownership of all Intellectual Property Rights for any Bank

customer information or materials provided to the Bidder by the Bank shall remain

vested in the Bank.

The Bidder represents that a separate agreement is required to be entered into by the

Bank with Third-party bidder either for statutory or proprietary reasons, notwithstanding

the Bidder’s obligations for performance. The Bank shall enter into a separate

Confirmation of License Agreement with the OEM of the software, as per the format

provided by the Bank, wherein the Bank is being granted a license to use the hardware

and Software solely in the manner set out herein.

During the Term of this Project and, if applicable, during the Reserve Transition Period,

Bank grants Bidder a right to use at no cost or charge the Software licensed to the

Bank, solely for the purpose of providing the Services. The Bidder shall be responsible

for obtaining all necessary authorizations and consent from third party licensors of

Software used by Bidder in performing its obligations under this Project. If a third

party’s claim endangers or disrupts the Bank’s use of the Software, the Bidder shall at

no further expense, charge, fees or costs to the Bank, (i) obtain a license so that the

Bank may continue use of the Software in accordance with the terms of this Agreement

and the license agreement; or (ii) modify the Software without affecting the functionality

of the Software in any manner so as to avoid the infringement; or (iii) replace the

Software with a compatible, functionally equivalent and non-infringing product.

22.23 Resolution of Disputes & Arbitration

Dena Bank and the bidder shall make every effort to resolve amicably, by direct informal

negotiation, any disagreement or dispute arising between them under or in connection

with the contract. If after thirty days from the commencement of such informal

negotiations, Dena Bank and the Bidder have been unable to resolve amicably a

contract dispute; either party may require that the dispute be referred for resolution by

formal arbitration.

All questions, disputes or differences arising under and out of, or in connection with the

contract, shall be referred to two Arbitrators: one Arbitrator to be nominated by Dena

Bank and the other to be nominated by the Bidder. In the case of the said Arbitrators not



agreeing, then the matter will be referred to an umpire to be appointed by the Arbitrators

in writing before proceeding with the reference. The award of the Arbitrators, and in the

event of their not agreeing, the award of the Umpire appointed by them shall be final

and binding on the parties. The arbitration and reconciliation act 1996 shall apply to the

arbitration proceedings and the venue of the arbitration shall be Mumbai. Any litigation

under this bid, contract will be subject to Mumbai jurisdiction.

22.24 Liquidated Damage - As cover under section Penalties – Section- 21.9 to 21.11

23. Requirement of Items (Technical Specification) & Scope of Work

23.1 Functional & Technical Specifications

The weightage for this section is 20 marks. The total scores arrived will be scaled

according to the total marks allotted for this Sub section. Bidder to submit self-score

card for the requirements

Sl. No. Section

1A System Requirements

1B Detection & Rule Engine

1C Alert Management

1D Reporting & Analytics

The Response for each of the line items under each functional head should be as per

the table below.

Compliance Description Score

S Standard feature - Readily available in the solution 5

C

Customization required. Customization possible within the same solution without adding 3rd party components and completion within the stipulated timelines

3

X Not Available in the solution 0

1A. System Requirements

Sr. No. System Requirements Mandatory Compliance Remarks

1 FRMS must have 24 by 7 support including incident management

2 The timing of planned outage windows should be configurable and randomized




3

FRMS must be recoverable. This includes back-ups, DR, contingency, support arrangements and appropriate recovery/restart points

4 FRMS must be scalable without rewriting the application or redesign of the infrastructure

Y

5 FRMS must be compliant with Information Security Policy

The solution should have ready interfaces for the following:

6 ISO 8583/ISO 20022/Existing XML Messages

7 ISO 8583 based Advice message (0120/220/420 message from Switch)

8 ISO 8583 based Financial (0200)/400 / Authorization (0100) message from Switch

9

Support uploads of XML and other files/messages such as txt/ASCII/CSV/other standard and proprietary formats including formats from Clearing and Settlement and Dispute Management System

PERFORMANCE/PROCESSING TIME

10 Maximum transaction response time for online scoring should be ≤ 200 milliseconds

Y

11

Reports / rule simulations, concurrent usage by various users of entities should not have any impact on performance

TECHNICAL/SYSTEM

12

The solution should be capable of handling Peak TPS load at 100% real time decisioning (including non-financial transactions)

Y




13

Technically scalable architecture to scale to add new channels or users (Ability to scale seamlessly, without changing core architecture)

Y

14

The product architecture should provide for N-tier capability based on SOA architecture with vertical as well as horizontal scaling possible

15 High Availability of core systems: The solution should have high availability

16

Scalability: The system should provide horizontal, vertical and linear scalability without inherent bottle necks and core design changes

17

Extensibility: The solution should promote extensibility thereby allowing the bank to enhance key components with minimal changes and disruptions and improving re-usability

18

Ease of Maintenance: The solution should be modular and configurable for ease of change management and maintenance while providing the flexibility of accommodating new generation application

19

Industry Standards Compliance: The application should support established industry standards like ISO 8583, ISO 20022, https, XML

20 Fault-Tolerance: The solution should have a fault-tolerant design

21 Configurability: The system should be configurable and parameterized

22 High Capacity and Throughput: The solution should have high

Y




throughput and capacity; a solution capable of achieving a throughput of minimum 5,000 TPS, with the ability to scale up further to meet future requirements to 10,000 TPS (BIDDER TO PROVIDE OEM’S BENCHMARK DOCUMENTS FOR PEAK TPS, MAXIMUM SUSTAINED TPS AND RESPONSE TIME FOR 100% OF TRANSACTIONS)

23 The system should support a RPO of zero and RTO of near zero

24

Integration Capability: The application should be able to support various payment channels as per the market requirements

25

Platform Independence: The solution should not be constrained to a single Hardware Platform or Operating System

26

Modular Structure: The application architecture should be modular (enable plug and play) to eliminate any development/ enhancement limitations and also for load balancing and fault tolerance

27

New Product Roll-outs: Ability to quickly and easily develop and implement new produEFRM in Payments area

28

Monitoring Capability: The solution must have adequate real-time application monitoring capabilities with dashboards

29

Online Transaction Processing and reporting/analysis should ideally be separate to ensure that there are no performance issues




30

Log all the transactions passing through the FRM (Request and Response) including the application messages and communication messages without impacting on the performance at peak load condition. Each transaction must be uniquely identifiable by a unique transaction Id in the system.

31

Comprehensive GUI Based Monitoring, Management and reporting of channels and respective devices, interchange connections, queue status, status of all the internal components of FRM indicating service interruptions etc. (including user defined criterion for generating alerts such as email, SMS, call).

32

Audit Trail of all changes made in the application, system Parameter, user role changes etc. with details like user name, IP address, date and time, module name etc.

33 Solution should be highly available with load balancing configuration.

34

Auto purging and daily archival of transaction data without performance loss with proper checks and controls.

35 Ability to configure new rules and parameters on the FRM without stopping services.

Y

36

Ability to add transaction types with minimal configuration changes. Bank intends to launch additional transactions (existing and new in the current markets); FRM should be highly

Y




configurable to support the same.

37 Functionalities/expected volume/any customization should not have impact on performance.

38 Support defining and adding business logic through scripting or parameter configuration.

39

The system should maintain a record of users who have accessed the system resources and actions performed along with security violations (if any).

40

The user rights on the system should be definable up to file/ table/ pages in the file level so that a user can perform only those tasks, which are assigned to him. There should be support for providing different types of rights like read only, write, modify, delete, execute etc.

41 All the file/data transfers from/to FRM should be in secured manner.

42

Stand-in processing and Store and Forward (SAF) facility. Explain what are the flexibilities provided for Stand-in processing.

43

The solution should automatically synchronize the time in an online manner with the time source of the bank.

44

The solution should provide native access to Industry leading RDBMS like ORACLE, DB2, SQL Server, Sybase, MYSQL and appliances like Netezza, Teradata,Exadata etc.




45

The solution should directly interface with source systems like ATM Switch, Internet Banking solution, Mobile Banking solution, Card authorization system for real time fraud prevention. In such channels, core banking components should not be involved in the critical path.

Y

Total Marks out of 225 (45*5)

1B. Detection & Rule Engine

Sr. No.

Requirements Mandatory

Compliance Remarks

1

Capability to support rule development following stages like authoring, testing, production, deactivation and deletion

Y

2 Capability to restrict modification of rules in the production stage

Y

3

Capability to support holding area for seasonal rules and follow the approval cycle for deactivation and activation of rules

4 Capability to assign rules authored to different business units

5 Capability of generating alerts on any different entity types defined by the customer

6

Capability of writing single rule for multiple kind of transactions/channels to monitor cross channel frauds.

Y

7

Capability to offer a user interface to author new rules in a guided manner that assists in modelling complex business logics that involves multiple conditions and



Sr. No.


Compliance Remarks

their interrelationships

8 Capability of using the values of a customer defined segment in the transaction by the rules.

9

Capability to allow users to choose variables through drag and drop functionality in completion of authoring of rules

Y

10 Capability to allow exploration of variables to assist in determining thresholds

11

Capability of visual classification of the existing transactions in the historical database during rule writing. It will show also how many transactions will satisfy the conditions of the new rule for every change in the rule dynamically.

Y

12

Capability to define actions (For Example generate alert and show the message text specific to the rule that is matched) during authoring of rules

13

Capability of rules engine to author rules based on non- monetary events (with or without a monetary transaction occurring) Non-monetary events include items such as: Address change, Phone number change, Check request, Balance Enquiry, PIN Change

Y

14

Capability of the rules engine in defining various variable on different keys (e.g. customer, Card number, POS) and these variable values can be calculated/summarized by the user defined variable rules.

Y

15 Rules engine should be capable of defining lookback periods for certain timeframe and take



Sr. No.


Compliance Remarks

decisions based on these variable values.

16

Capability of rules engine to calculate distance between two geographical locations / Time zones to observe anomalies

Y

17 Capability of using the nested "if-else" and logical, arithmetical functions in the rules.

18

Capability of deployment of new rules in live system within few seconds and during the deployment throughput should not suffer

Y

19 Capability to define the queue in which the alerts needs to be published

20 Capability to define authorization rules such as approve, verify, refer, decline, exclude or pickup.

21

Capability of populating any variable values in the response message by customer written rules

22 Capability to define user defined variables before execution of authorization of transactions

23 Capability of prioritize the rules by its execution order (e.g. pre, main and post rules)

24

Capability of writing dependent rules i.e. dependent rule at first will check whether the base rule has been fired.

25

Capability of a using a list of blacklisted/whitelisted entities in rules to approve/decline a transaction in realtime and also create an alert

26 Capability of creating/editing the list used by the rules by the analyst during alert servicing



Sr. No.


Compliance Remarks

27 Capability of editing the list used by the realtime rules in runtime without any system restart

28

Capability to invoke mandatory approval before sending the rules to the production environment through the user interface

Y

29 Capability to offer version controls during the rule development

30 Ability to search the rules in the application based on keywords

31 Ability to provide printer friendly version of the rules for documentation

32

System to provide the list of transaction types (Based on type of account, type of activity, type of channel, type of authentication, type of customer) against which the rules can be configured. System to also provide the ability to add new transaction types (like UPI, AEPS etc.) from the front-end screens

Y

33

Capability to export/import rules from one environment to another environment along with the user defined variables (if any)

34

Capability to test the rules from transaction repository maintained by the application and publish reports on the basis of metrics that are chosen in estimation of fraud detection rate or investigator workload

Y

35

Rules engine should have the capability to run estimation of the new rules over historical transactions and can show the false positives /efficacy of the new rule before moving to production

Y



Sr. No.


Compliance Remarks

36

Capability of deployment of tested rules into the live production where the performance of the testing phase rule can be compared with the existing decision maker rule without impacting the production environment

37

Capability to flagging transactions in the rule testing process that are not fraudulent, fraudulent, transaction passed after blocking of cards etc. and publish reports that specifies fraud count, fraud count based on type, False positive rates, Detection Rates, Daily volumes, Referred count.

38

Vendor will integrate different channels/systems existing and introduced in the Bank within contract period in the Enterprise Fraud Risk management (EFRM) Solution without any license cost.

Y

39

Banks should be able to configure their own rules within the EFRM solution without dependency on vendors/OEM at no extra cost

Y


1C. Alert Management

Sr. No.


Compliance Remarks

1 The solution must provide the ability to search for alerts and to work on alerts

2

The alert management module must support an investigator to create a manual alert or search for alerts and assign it to himself/herself and also alerts



Sr. No.


Compliance Remarks

being assigned to the investigator based on pre-defined queues

3 The investigator should be able to identify the mode of alert assignment

4

The investigator should be able to search for an alert based on contact number, alert ID, customer name, phone number etc.

5

Solution must support having multiple queues for alert management and support prioritization of queues

Y

6

The alert management interface should be able to display all the alerts for the account, the demographic data, alert data and transactional data and previous alerts that were worked on this account. Overall the relevant information around the alert should be presented to the investigator through the alert investigator interface

7 The investigator should be able to apply memos on alerts using the alert management interface

8

There should be customizable memo templates available for the investigator to re-use across multiple alerts

9 The investigator should be able to place card/account blocks using the alert management interface

10 The investigator should be able create manual alerts using the alert management interface

11

The investigator should be able to verify customer information like date of birth, mobile number, address etc. using the alert management interface.

Y



Sr. No.


Compliance Remarks

12

The investigator should be able to create a new alert out of the transactions presented in any existing alert. New alert can be at a different level like original alert was at customer level but during investigation it was realized that fraudulent transactions have happened only on the debit card, then investigator should be able to create a new alert at debit card level for the fraudulent transactions

Y

13

The investigator should be able to pause the alert investigation session and return to the same alert

14

The investigator should be able to update information on the alert since the time they started working on the it. Updated information could be in form of new transactions done or changes in demographic information

15

The investigator should be able to receive and view messages with details like sender, content of message, date and time at which message was sent. There should be no limit to the number of messages the investigator can receive. The messages should be organized in one section of the screen for the investigator to read them at once

16 The investigator screen should have the following sections:

17 Entity section which should list all the alerts, current and historical against an entity

18 Contact section which should contain the demographic information about the contact



Sr. No.


Compliance Remarks

19 Demographic section which should display the customer specific demographic details

20 Verification section which provides customer specified information about owner

21

Related contacts section which should show which contacts (with or without alerts) in the system are related to the entity investigator is working or viewing

22 Transaction section which should display the available transaction for the alerted entity

23 The investigator should be able to reschedule an alert for a later time as needed

24 The investigator should be able to reroute an alert to a different queue

25

The investigator should be able to specify reason code whenever there is a confirmed fraud identified

26 The investigator should be able to take following possible actions on an alert

27 Leave a message at home

28 Leave a message at work

29 Leave a message on a mobile phone

30 No action can be taken to contact the person because the screens contain invalid contact information

31 Request the bank's system to send a letter

32 Request the bank's system to send an e-mail

33 Request the bank's system to send an SMS message

34 The solution must support search functionalities for the investigator to be able to search from the front

Y



Sr. No.


Compliance Remarks

end on contact number, alert ID or any demographic fields

35

The solution must allow the investigator to see and explore historical transactions associated with the input field from the front end. This should help identify the trends in flash frauds where time to respond to a situation is of prime importance

Y

36 Capability of searching the alerts based on demographic details, contact details etc.

37 Capability of opening a manual alert once an inbound call from customer arrived to the bank

38 Capability of checking alerts on the related entities (e.g. card number or account number of a customer)

39 Capability of configuring the transaction grid showing the list of related transactions for an alert

40

Capability of fetching the real-time demographics from banking system while the analyst serves an alert

41 Capability of IVR integration with alert management

42

Capability of configuring auto response queue, where the alerts inside the queue will get auto served by SMS, mail etc.

43 Capability of routing an alert to a different queue

44 Capability of checking out multiple alerts at the same time by the same user

45

Capability of all alerts on any entity and all its related entities will be served by a single analyst at the same point of time



Sr. No.


Compliance Remarks

46

Capability of analyst to enter required data from transactions into list which can be configured to use in a rule.

47 Capability to generate bulk alerts based on a batch file feeding to the system

48 Capability of closing/modifying bulk alerts generated by an ineffective rule

49

Capability of changing priority of the queues of alerts and it should be effective in runtime immediately without any restart

50 Solution should have the ability to set default fields and values on screens based on case type

51

Solution should create an audit record containing the identification of the user, a timestamp, and date when actions are performed to a case that may be provided to management, an examiner, or regulating agency

52 Solution should provide a free form text comments box on working case screens

53 The user should be able to resurface an alert at a later date and time

Administrative Requirements

55

The solution must provide an integrated interface to take care of the administrative tasks needed to be done to maintain the solution

56

The solution must support to create, modify, or delete rule domain for rule writers and groups and teams for fraud analysts



Sr. No.


Compliance Remarks

57

There should be an interface to manage and organize rules which should also provide the snapshot of count of alert management and fulfilment submission errors encountered by the alert management component and enables the administrator to resubmit these failures

58

The solution must support sending messages to the investigator or group of investigators that are defined in the system by authorized users. The messages sent should be available to the investigator in the alert management interface

59 The solution must provide set of pre-defined reports that the authorized user can run

60 Following reports must be available out of the box:

61 Report which provides a snapshot of the calling floor productivity for a specified time period

62 Agent Time Analysis Report which provides information about fraud investigator productivity

63

Fraud Detection Report which provides a summary of the savings realized and the percentage of an entity’s credit line that was saved from potential fraud exposure

64

Individual Call History Report which provides relevant alert information that can be used for auditing purposes

65

Fraud Summary Report which determines the effectiveness of each queue by measuring the number of detected frauds in each queue by fraud type.



Sr. No.


Compliance Remarks

66

Work Unit Fraud Summary Report which provides insight into the work that is being done by fraud investigators and the effectiveness of the fraud analysts at resolving alerts

67 Available Inventory Report which provides strategy volume for each hour increment

68 New Alerts Scheduled Report which summarizes the newly scheduled alert information

69 Fraud Queue False Positives Report which provides the queue activity for a specified time frame.

70 Solution should provide different access rights for different users

71

System should provide the flexibility to send notifications to the intended users on assignment of any activity

Alert Optimization

72

Solution should support optimization of rules/alerts through efficiency metrics like false positive rates and effectiveness metrics like detection rate

Y

73

Solution should have ability to alert when the false positive rate or the detection rate breaches a particular threshold

74

Rule optimization should be supported both by threshold optimization and variable introduction

Y

75 Solution should support dashboard for rule administration to identify the rules that need optimization

76

Solution should maintain complete audit trail on changes made to the rules like date-time of change, user id of change etc.

Y



Sr. No.


Compliance Remarks


1D. Reporting & Analytics

Sr. No.


Compliance Remarks

1

The solution must streamline the data mining process to create accurate predictive and descriptive analytical modes using vast amounts of data

2

The solution must provide a GUI driven modeling component to enable both analytics team and business analysts easily interpret the data mining process. The users should be able to develop analytical models without having to manually code.

Y

3

The solution must support automation of scoring new data and provides complete scoring code for all stages of model development.

Y

4

The solution must provide assessment features that can compare models to identify the ones that produce the best lift and overall ROI. The solution should automatically compare the performance of different modeling techniques applied and recommend the best fit model for the data

5

The solution must support text mining capabilities to analyze unstructured textual data from e-mails, news articles, web pages etc.

Y

6

The solution must support analyzing volumes of unstructured text, determine which terms are more relevant than others and understand common themes in the document collection

Y

7 The solution must support re-use of models as templates to be used for other projects or by other users



Sr. No.


Compliance Remarks

8

The solution must support linear and logistic regression techniques, with stepwise, forward and backward selection feature configurable

9

Cluster analysis to detect suspicious behavior by the subject of investigation. This suspicious behavior can be in comparison with self or with a similar peer group. This should enable detection of un-known fraud patterns in the system resulting in increased detection rates.

Y

10

Following clustering techniques must be available out of box - hierarchical clustering, disjoint clustering and non-parametric clustering

11

User must be presented with variable segment profile plots showing the distribution of the inputs and other factors within each cluster

12 Solution should be able to convert data into a set of interconnected linked objects that can be visualized as a network of effects

Y

13 Solution should be able to generate cluster scores for data reduction and segmentation

14

The solution should have an easy to use modeling interface which supports creation, validation and deployment of advanced analytical models. The solution should also support regular monitoring and re-calibration of the models in production

15 The solution should provide capability to combine model predictions to form a potentially better model

16 Display multiple results in one window to help better evaluate model performance.

17 Creation of “confusion” matrix for binary output

18

The solution should have the ability to use In-Memory Analytics to enable users to conduct Fast, Thorough Analysis on data from different data sources across the Enterprise

19

The solution should be able to analyze large volumes of data and generate visualizations on the fly, without any performance degradation



Sr. No.


Compliance Remarks

20

The solution should enable different types of users on all available data without the need to Subset / sample / create multiple views of data by use of in-memory technology

21

The offering should have integrated modules for in-memory analytics comprising data preparation, visualization and administration

22

The solution should provide Self-Service platform without the need to build a semantic metadata layer for End users, thus reducing dependency on IT

23 The solution should provide a user friendly, web based, drag and drop interface for data preparation

Y

24

The solution should visually prepare data for analysis, including joining tables, defining custom calculated columns and creating custom expressions for data tables available in-memory

25 The solution should provide capability to leverage and build star schema data models in Memory

26

The solution should allow data to be accessed from any industry standard data source using native connectors and load the same in Memory

27 The solution should provide the capability to search for data tables available in Memory

28 The solution should provide the capability to upload data from a spreadsheet in to memory for analysis

29

The solution should provide self-service analytics on data in-memory without the need to create a semantic metadata layer prior to exploration, thus reducing dependency for end users

30 The solution should allow data load jobs to be scheduled to automate the process of loading data into memory

31 The solution should be compatible with both Windows and Linux operating systems

The solution should provide the following capabilities for Analytics using In-Memory technology



Sr. No.


Compliance Remarks

32 The solution should provide capability to consume stored processes

33

The solution should support animations of graphs of bubbles ranging in sequential and automatic way basis the animation variable

34 The solution should provide Scalability and High Performance leveraging cost-effective architecture

35

The solution should have the ability to be configured on commodity hardware which gives the scalability and brings down upfront capital investments for an organization

36 The solution should have the ability to compress data

37

The solution should provide Geographical map views (Chloropeths, custom conditional highlighting) to provide a quick understanding of geospatial data

38

The solution should allow users to change queries by selecting items to be displayed from a sidebar or dynamically filtering and grouping

39 The solution should allow 'On-the-fly' hierarchy creation for adding drill-down capabilities to visualizations and reports

40

The solution should provide capabilities to Slice and dice multidimensional data by applying filters on any level of a hierarchy

41 The solution should provide capabilities to Drill up and down through hierarchies, or expand and collapse entire levels

42

The solution should provide a data acquisition wizard for previewing, filtering or sampling data prior to creating visualizations or reports

43 The solution should provide users the capability to save and share their analysis as exploration, report, or PDF

44 The solution should provide the capability to export data to Excel and CSV/TSV document formats

45 The solution should be capable of read and write of comments on reports to aid in collaboration



Sr. No.


Compliance Remarks

46 The solution is capable of emailing a report link with comments to others

47 The solution should allow users to Capture screenshots and share comments with others

48

The solution should provide progressive filters. This refers to cascading relation between filter controls in the report body with bi-directional filter support i.e., each linked filter control acts as a source as well as target for other prompts

49 The solution should provide collaboration support with Annotation on Tablet

50 The solution should allow users to Receive Alerts

51 The solution should provide a thumbnail view of recent and favorite items to select and open

52

The solution should provide precision layout capabilities provide flexibility in report layout and design Eg: Stack or group items, use send-to-back or bring-to-the front capabilities, and more

53

The solution should provide filtering and selection capabilities to reports with easy-to-integrate common action elements such as radio buttons, drop-down/combination boxes, check boxes and sliders

54

The solution should provide Percentage of Records as part of Filtering and Result Data set giving a purview of the amount of data being Analyzed

55 Capability to calculate new data items on the fly from existing data items using expressions

56

The solution should support distribution of Reports and Dashboards to iPad and Android devices. The Native App should be freely available for iPad on iTunes App Store and for Android devices on Google Play

Y

57

The solution should allow the analysis / explorations / reports based on in-memory data to be pushed for offline viewing to mobile devices

Y

58 The solution should have the ability for Interactive report viewing for information consumers on iPad and Android devices

Y



Sr. No.


Compliance Remarks

59

Reports and Dashboards access on iPad and Android devices should be using a native application which helps leverage most popular gestures and capabilities, including zoom, swipe, etc., to optimize ease of use and user engagement

Y

60

The solution should support same dashboard / report created on Web to be accessed from iPad and Android devices without requiring any redesign

Y

61 The solution should allow users to securely view reports on mobile devices while online or offline

Y

62 The solution should be able to create the required management dashboards and reports required by management

Y

63 The solution should allow user controlled rendering of visualizations

64 The solution should allow preview of sub-expression

65 The solutions should have the capability to custom colors across reports and sessions

66 The solutions should have the capability to link stored processes

67 The solution should be capable of applying filters on aggregated variables

68 The solution should have the functionality of applying global prompts

69 The solution should be capable of Parameterized Calculations / Display Rules / Filters / Ranks

70

For optimal utilization of screen space available the solution should have the functionality of assigning prompts/visualizations to containers & the ability to have pop-up visualizations

71 The solution should be capable to schedule & distribute reports/dashboards

72 The solution should have both simple & advance variable aggregation options

73 The solution should support viewing Reports and Dashboards in Office solutions



Sr. No.


Compliance Remarks

74 The solution should support Outlook Integration with full interactive reports, gadget panes

75 The solution should support SharePoint Integration with full interactive reports

76 The solution should support Excel integration with ability to leverage native Excel charts


Total Marks out of 1180 = B1 = Bidder score (Sum of Table A + Sum of Table B + Sum

of Table C+ Sum of Table D)

Weightage to 20 = B1*20/1180



24. Solution Architecture and Adherence

The Bank evaluation committee based on the Bidders technical proposal, interactions,

presentations during evaluation and the understanding of the solution architecture

proposed would score the bidders. A maximum of 10 marks is allocated to this section.

The total marks obtained as per “Solution Architecture and Adherence” would be

proportioned to 10 marks and the final score would be arrived for this section for each

bidder.

Based on the scoring table below, the marks obtained by the Bidder out of 20 would be proportioned to 10 marks. The allocations of marks for each of the line item are as follows:

Criteria Score

Non Adherence/Partial Adherence 0

Complete Adherence 10

Sl. No.

Criteria Score

1 EFRMS solution design 5

2 Providing adequately sized Test, Development & Training (30% of production) as per the RFP guidelines

5

3 Adherence to passive DRC guidelines in terms of 100% sizing compared to DC

5

4 Proposed Solution Architecture Write-up and integration with Existing Source System and Solutions along with Detailed Project Plan

5

TOTAL 20



25. Solution Architecture, Scalability, Performance & Implementation Approach

The Bank evaluation committee based on the Bidders technical proposal, interactions,

presentations during evaluation and the understanding of the proposed solution

architecture, scalability, performance and implementation approach would score the

bidders. A maximum of 10 marks is allocated to this section. The total marks obtained

as would be proportioned to 10 marks and the final score would be arrived for this

section for each bidder.

i) Solution Architecture

Based on the scoring table below, the total marks obtained by the Bidder out of 20 would be proportioned to 10 marks. The allocations of marks for each of the line item are as follows:

Sl. No.

Criteria Score

1 EFRMS solution design 5

2 Providing adequately sized Test, Development & Training (30% of production) as per the RFP guidelines

5

3 Adherence to passive DRC guidelines in terms of 100% sizing compared to DC

5

4 Proposed Solution Architecture Write-up and integration with Existing Source System and Solutions along with Detailed Project Plan

5

Scalability & Performance

ii) Scalability & Performance

The evaluation for this section will be based on the documentary evidence provided by the EFRM solution OEM mainly on the ability to scale on 2 major factors and not restricted to:

1. Throughput 2. Response Time

The bidder is to provide benchmarking documents in this regard. The benchmark should have been done in the scenario where at least 100 million transactions are primed. The benchmarking document should detail the following on which benchmarking was done:

System Architecture

Server Components



Database

System Configuration (Including user variables, rules, alert generation volume, etc considered)

The solution will be scored on its ability to achieve the following

S. No. Parameters Score

1 Achieve peak TPS of at least 5000

10 2 Sustained Peak TPS of at least 4000

3 100% transactions having a responsive time of 50ms or less

iii) Proposed Solution Implementation Approach

The scoring will be based on the Bidder’s technical presentation. The Evaluation Committee decided by the bank would be scoring the presentation made by the bidders at Bank’s premises across the areas laid out in the table below. The Bidders must cover in the presentation include the following:

Technical Presentation on Proposed Solution Score

IT architecture and approach & methodology 20

Execution Competency (Solution Accelerators, Functional & Technical Competency)

20

Project Governance and Project Team 10

TOTAL 50

26. Past Experience


according to the total marks allotted for this Sub section.

List of Major Customers in India where the OEM Enterprise Fraud Risk Management Solution Is Implemented/Under Implementation

Number of Customer Sites Implemented/Under Implementation Score

1 Site 10

2 Sites 20

3 Sites or More 30

TOTAL 30



Analyst Rating


according to the total marks allotted for this Sub section.

Scoring for Chartis RiskTech 100 Listing for 2018 Following marks will be given while evaluating the proposed solution

20 marks will be awarded if the OEM of proposed solution is listed in top 25.

15 marks will be awarded if the OEM of proposed solution is listed in between 26 to 50.



Bidder has to provide their response/compliance to all the points mentioned in

Functional/ Technical requirement and should complied to at least 80%

requirement points. However, bidder has to deliver all the requirements

mentioned in Functional/Technical requirement by way of standard functionality/

customization/not available.

27. Architectural and other requirement details

Systems Architecture

Standardization of Operating systems

The following broad guidelines will be followed (while evaluating the Application

Solution)

i. Open Systems and platforms, to enable addition of new systems and modules in

the future

ii. Commonly used, industry standard and popular platforms, so as to ensure long-

time support

System to have thick as well as thin client modules (i.e. Web based application as well

as Client PC based architecture.)



Hardware and Database Architecture

The Bidder has to provide the required sizing for server, storage, system software and

other devices required for implementation of EFRM as per the volume provided in the

document.

i. Currently, a Centralized Banking System has been deployed in Dena Bank, to

handle its Core Banking functionality. Dena Bank would like to continue with this

broadly centralized architecture.

ii. The main server and the central database will be located at the System hub

(central site). To maintain minimum turnaround times (during times of network

failure or in case of central server going down) for critical branches, it is

necessary that the data pertaining to individual branches or processing centres is

immediately available at the branch or the processing centre database.

The main central server will have a fall back / backup / disaster recovery server, located

at a different site other than the Central hub.

Bidder to provide configuration proposed for UAT/Test/Dev as part of technical offer.

Bank may normalize the hardware for evaluation purpose. Licenses for operating

system, database and middleware licenses will be provided by the Bank.

Further bidder to provide hardware, software required for production/DR/NDR with HA.

Bank will provide required hardware for for production/DR/NDR.

28. Total Cost of Ownership (TCO) Format -

As specified in Annexure for Commercial Bid format.



29. Annexures

Annexure – A Bidders information (Details filled in this form must be accompanied by

sufficient documentary evidence, in order to verify the correctness of the information).

ORGANISATION PROFILE ((Include in Eligibility Bid Only – Not to be included in

Commercial Bid)

Sl. Item Details

1 Name of Company

2 Postal Address

3 Telephone/Mobile and Fax numbers

4 Constitution of the Company

5 Name and designation of the person authorized to

make commitments to the Dena Bank

6 Email Address

7 Year of commencement of Business

8 Turnover of the company

(not of group)

2014-15

2015-16

2016-17

2017-18

9 Profit of the company

(not of group)

2014-15

2015-16



2016-17

2017-18

10 Goods and Services Tax Number.

11 Income Tax Number( PAN No)

12 Whether direct OEM or authorized System Integrator

13 Name and Address of OEM

14 Location of OEM facilities

15 Brief Description of facilities for development,

testing and quality assurance

16 Brief Description of after sales service

Facilities available with the bidder Please fill up

Annexure G also.

17 Names and addresses of the principal bankers with

whom major credit facilities (fund / non-fund) are

being enjoyed (Also mention names of the banks in

consortium, names of the contact officials of the

bank, phone & fax numbers etc.)

Note: Please support the above facts with documentary evidence. Please also attach:

i. Audited Final Accounts of the last 3 years

ii. Certificate of Financial Soundness from Bankers

iii. Income-tax Clearance Certificate (Certificate latest) (including PAN details)

iv. GST Certificate (Certificate latest).

v. Referral Letters from Clients mentioned above.

Signature of Bidder: _________________

Name : _________________

Business address : _________________

Place :

Date :



Annexure – B Technical Compliance Matrix

Technical compliance matrix should contain compliance of technical specification sheet

mentioned for each item under procurement for which bidder has participated in the bid

(please refer section 21).



Annexure – C Deviation Statement - Technical Deviation Statement

The following are the particulars of deviations from the requirements of the tender

specifications -

Item No. Deviation(Yes/No) Full description of deviation

(including justification)

The system configuration/technical specifications furnished in the bidding document

shall prevail over those of any others document forming a part of our bid except only to

the extent of deviations furnished in this statement.

Dated - Signature and seal of the

Manufacturer/Bidder

Note: Where there is no deviation, the statement should be returned duly signed with

an endorsement indicating “No Deviations”



Annexure – D - Commercial Bid

The broad components required for implementation is as given below. Table – 1: One Time Implementation Cost (Approximate EFRM Solution Software

License and Hardware at DC & DR)

S.No. Description Count Unit Rate Taxes Cost

A B C D=A*(B+C)

1 Enterprise License Cost

2 Implementation cost

3 ATS (Annual Technical Support for 4 years)

4 Onsite Support Charges#

5 Hardware for UAT/Test/Dev$

6 Database (If applicable as mentioned below)

Any other charges

TCO <SUM OF

ABOVE>

#Single Shift (L2 resource) on all business days during the 5 years of contract. Onsite

support starts from first go-live date.

$ Bidder to provide configuration proposed for UAT/Test/Dev as part of technical offer.

Bank may normalize the hardware for evaluation purpose. Further bidder to provide

hardware, software required for production/DR/NDR with HA. Bank will provide required

hardware for for production/DR/NDR.

Total Cost of Ownership for 5 years TCO=

Amount in Word TCO = Rs………………..…………………………………………..

Note:-

1. Oracle Database is preferred. Any bidder proposing database other than Oracle database, should mentioned the same as a separate line item for the TCO calculation.

2. In case of discrepancy between the total price and unit price, the unit price shall prevail.

3. Although bidders are required to quote various cost-items for the indicated quantity, the actual payment to the selected bidder would be reckoned on actual quantity ordered.

4. In case of discrepancy between amount in words and in figures, the amount in words would be considered right.

5. All the prices given above should be in INR and inclusive of all taxes. 6. Bank will deduct applicable TDS, if any, as per the law of the land.



7. The Quantity mentioned here is approximate and Bank reserves the right to alter the quantity as per its requirement.

8. Further, we confirm that we will abide by all the terms and conditions mentioned in the Request for Proposal document.

9. Under contract, Bank releases dispatch request as per the branch / offices requirement through-out the financial year.

10. Initial contract will be signed for a period of 5 years, the same can be extended for a period of 3 years on the same rates.

11. Throughout the contract period successful bidder to provide details of project manager for monitoring the project execution.

12. Taxes will be paid at actual. Any new taxes/ increase in taxes introduced by

Govt. / State Govt./ Municipal Corporation or local bodies which is subject matter

of the contract, if it is a liability of Bank shall be borne by the Bank and shall

become payable by the Bank on production of documentary proof by the bidder.

Place:

Date: Seal & Signature of the bidder



Annexure – E - Checklist for Product Documentation

Note:

1. Bidders are required to provide printed documentation for the items as per

schedule of requirement.

2. Availability of adequate, correct and relevant technical documentation is

essential for evaluation of any offer.

3. Bidders are requested to provide original copies of the documentation. In

case the original copies are not available, bidders can provide clear

readable photocopies.

4. Bidder may add any other documentation, which will support their offer.

5. Also attach List of all the optional items for which brochure/literature is

submitted.



Annexure – F - Offer cover letter

Date: ____________________________________

Offer Reference No.:________________________________________

To:

_____________

_____________

Having examined the offer documents including all Annexure the receipt of which is

hereby duly acknowledged, we, the undersigned, offer to supply and deliver

________________________________________ (Description of equipment and

Services) in conformity with the said offer documents in accordance with the Schedule

of Prices indicated in the commercial offer and made part of this offer.

If our offer is accepted, we undertake to commence delivery as specified in this bid and

to complete delivery, installation and commissioning of all the equipment as specified in

the Contract.

If our offer is accepted, we will obtain the guarantee of a nationalized bank for a sum of

10% of the Contract Price for the due performance of the Contract.

We agree to abide by this offer till 180 days from the date of offer opening and our offer

shall remain binding upon us and may be accepted by the Bank any time before the

expiration of that period.

Until a formal contract is prepared and executed, this offer, together with the Bank’s

written acceptance thereof and the Bank’s notification of award, shall constitute a

binding contract between us.

We understand that the Bank is neither bound to accept the lowest or any offer the

Bank may receive, nor to give any reasons for rejection.

Dated this ______ day of _________2018

Signature: ______________________________________

(In the Capacity of :) ________________________________

Duly authorized to sign the offer for and on behalf of

_______________________________________________



Annexure – G Skill and personnel chart of Service provider

City/Lo

cation

Postal

Address,

Telephone,

Fax, E-Mail,

Mobile No.

and Contact

Details of

Support

Personnel

Office Working Hours

(Please mention whether

the Support Agency is

Owned or Franchisee

arrangement)

Number of Service

Engineers capable

of supporting the

Services being

offered



Annexure– H: Manufacturer’s Authorization Form (MAF)

(This format has to be issued by OEM on their Letter Head issued by authorized

Operational office and duly signed by authorized signatory. The date of the issuance of

the letter by the OEM should be after the first date of sale of document.)

Dated:

To

Deputy General Manager

Dena Bank

Dear Sir,

We hereby certify that M/S_____________________ having their office at

______________ certified reseller of ________ software for the last ________ years

and having requisite trained and certified manpower of _________(OEM Product Name,

Version No), has ______number of installations & support experience.

Further, we hereby certify that M/S____________________________ is entitled to

participate in the tender process for procurement and submit bids.

We hereby undertake that the software will be available & supplied during the currency

of the empanelment of 5 years or equivalent/higher software would be supplied.

We hereby confirm that above mentioned company will be purchasing software support

for 5 years.

In case M/s______________________________ fails to deliver the services, we will

facilitate your engagement with another ___________ authorized service partner to

provide services or we OEM will extend direct support in case we fail to identify

alternate service provider with requisite experience.

Further, we confirm that the undersigned is authorized to issue this letter.

Yours faithfully,

(Name, Designation, Address, Phone Number of the Authorized Signatory with

Company Seal)



Annexure – I

Details of Track Record (Past /Current Installations) of the product offered as part

of this tender

Name of the Bidder ___________________________________________

Service Name of the Location Client

Pl. specify no. of Similar Installation

Date of completion of delivery as per contract as well as Actual

Contact person Name Tel. No. Fax No. Address

Date of completion of delivery

As per contract

Actual



Annexure – J - Details of Service Centers

S.

No

Place

Own or

Franchise

Postal

Address

Contact

numbers

Servic

e

Faciliti

es

availab

le

(Descri

be)

Number

of service

engineer

s

Spare Parts

Stock (in case

of no stock at

the centre, pl.

mention no. of

days require

to receive it

from your

factory)

1 …

2 …

3 …

4 …

5 …

6 …

7 …

… ..



Annexure – K Terms and conditions compliance table.

Terms and Conditions Compliance Table in the following format. This table must cover bidder’s response to all the terms and conditions specified in the bid document. Where there is no deviation, the statement should mention no Deviation in the respective column.

Term No Short Description of term

Complied (Yes/No)

Detailed explanation about deviation, if not complied

1

To

Last



Annexure – L FORMAT OF BANK GUARANTEE (BG) FOR BID SECURITY.

To : Dena Bank , Mumbai. WHEREAS _________________________ (hereinafter called "the Bidder") has submitted its bid dated_____2018 for the supply of________ ___________________(hereinafter called "the Bid" ). KNOW ALL MEN by these presents that WE____________________ of ____________ having our registered office at______________ (hereinafter called "the Bank") are bound unto Dena Bank (hereinafter called "the Purchaser") in the sum of___________ for which payment well and truly to be made to the said purchaser, the Bank binds itself, its successors and assigns by these presents. Sealed with the common seal of the said Bank this _____ day of_______ , 2018. THE CONDITIONS of this obligation are: 1) If the Bidder withdraws its Bid during the period of bid validity specified by the Bidder

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

during the period of bid validity : a) fails or refuses to execute the Contract Form if required; or b) fails or refuses to furnish the Performance Security, in accordance with the

Instruction to Bidders; We undertake to pay the Purchaser up to the above amount upon receipt of its first written demand, without the Purchaser having to substantiate its demand, provided that in its demand the purchaser will note that the amount claimed by it is due it owing to the occurrence of one or both of the two conditions, specified the occurred condition or conditions. This guarantee will remain in force up to and including 45 days after the period of the bid validity i.e. up to_______(mention date of expiry which should be a minimum of bid validity + 45 days), and any demand in respect thereof should reach the Bank not later than the above date. Place: SEAL Code No. SIGNATURE.



Annexure – M Integrity Pact (to be printed on Rs. 200/- Non Judicial Stamp paper)

Dena Bank hereinafter referred to as “The Principal”

And

_________________________________________________ hereinafter referred to as

“The

Bidder/Contractor”

Preamble

The Principal intends to award under laid down organizational procedures, contact

against RFP

No…………………………………………………………………………………………… For

………………………………………… The Principal values full compliance with all relevant laws of the land, rules, regulation, economic use of resources and of fairness/transparency in its relations with its Bidder (s) and/or Contractor(s).

In order to achieve these goals, the Principal will appoint an Independent External

Monitor (IEM), who will monitor the tender process and the execution of the contract for

compliance with the principle mentioned above.

Section- 1- Commitments of the Principal

The principal commits itself to take all measures necessary to prevent corruption and to

observe the following principles:-

a) No employee of the Principle, personally or through family members, will in

connection with the tender for, or the execution of a contract, demand, take a

promise for or accept, for self or third person, any material or immaterial benefit

which the person is not legally entitled to.

b) The Principal will, during the tender process treat all Bidders(S) with equality and

reason. The Principle will in particular, before and during the tender process, provide

to all Bidder(s) the same information and will not provide to any Bidder(s)

confidential/additional information through which the Bidders (s) could obtain an

advantage in relation to the tender process or the contract execution.

c) The Principle will exclude from the process all known prejudiced persons.

2. If the Principal obtains information on the conduct of any of its employees which

is a criminal offence under the IPC/PC Act, or if there be a substantive suspicion in this

regard, the Principal will inform the Chief Vigilance Officer and in addition can initiate

disciplinary actions.



Section- 2- Commitments of the Bidder(s)/contractor(s)

1. The Bidder(s)/Contractor(s) commit themselves to take all measures necessary to

prevent corruption. He commits himself to observe the following principles during his

participation in the tender process and during the contract execution.

a) The Bidder(s)/Contractor(s) will not, directly or through any other person or firm,

offer, promi8se or give to any of the Principal’s employees involved in the tender

process or the execution of the contract or to any third person any material or other

benefit which he/she is not legally entitle to, in order to obtain in exchange any kind

whatsoever during the tender process or during the execution of the contract.

b) The Bidder(s)/Contractor(s) will not enter with other Bidders into any undisclosed

agreement or understanding, whether formal or informal. This applies in particulars

to prices, specifications, certifications, subsidiary contract submission or non

submission of bids or any other actions to restrict competitiveness or to introduce

cartelization in the bidding process.

c) The Bidder(s)/Contractor(s) will not commit any offense under the relevant Anti-

Corruption Law of India, further the Bidder(s)/Contractor(s) will not use improperly,

for purpose of competition or personal gain, or pass on to others, any information or

document provided by the Principal as part of the business relationship, regarding

plans, technical proposals and business details, including information contained or

transmitted electronically.

d) The Bidder(s)/Contractor(s) of foreign origin shall disclose the name and address of

the Agents/ representatives in India, if any. Similarly the Bidder(s)/Contractor(s) of

the Indian Nationality shall furnish the name and address of the foreign principals or

associates if any. All the payments made to the Indian agent/representative have to

be in Indian Rupees only.

e) The Bidder(s)/Contractor(s) will, when presenting his bid, disclose any and all

payments he has made, is committed to or intends to make to agents, brokers or

any other intermediaries in connection with the award of the contract.

2. The Bidder(s)/Contractor(s) will not instigate third person to commit offense outlined

above or be an accessory to such offences.

3. The word “he/his” would include an individual or a partnership or a consortium,

which is a party to this agreement.

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

If the Bidder(s)/Contractor(s), before award or during execution has committed a

transgression through a violation of section-2 above or in any other form such as to put

his reliability or credibility in question, the Principal is entitled to disqualify the

Bidder(s)/Contractor(s) from the tender process and take appropriate action.



Section 4-Compensation for damages

a) If the principal has disqualified the bidder(s)/Contractor(s) from the tender process

prior to the award according to section 3, the principal is entitled to demand and

recover the damages equivalent to earnest Money Deposit/Bid Security.

b) If the Principal has terminated the contract according to section 3,or if the principal is

entitled to terminate the contract according to section 3,or if the Principal is entitled

to demand and recover from the Bidder/Contractor liquidated damages of the

contract value or amount equivalent to performance bank guarantee.

Section 5-Previouse transgression

a) The Bidder/Contractor declares that no previous transgression occurred in the last 3

year with any other company in India and outside conforming to the TII‟s anti-

corruption approach including public sectors enterprise in India that could justify his

exclusion from the tender process.

If the bidder/contractor makes incorrect statement on this subject, he can be disqualified

from the tender process and appropriate action can be taken. Section 6- Equal

treatment of all Bidder/contractors.

a The principal will enter into agreements with identical conditions as this one with

all bidders and contractors.

b The principal will disqualify from the tender process all bidders/Contractors who

do not sign this Pact or violate its provisions.

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

If the principal obtains knowledge of the conduct a Bidder, Contractor, Subcontractor or

of an employee or representative or an associate of a Bidder, Contractor or

Subcontractor which constitutes corruption, or if the principal has substantive suspicion

in this regard, the Principal will inform the same to the Chief Vigilance Officer of Dena

Bank.

Section 8- Independent external monitor/ monitors.

1. The Principal appoints competent and credible Independent external monitor/

monitors for this Pact. The task of the Monitor is to review independently and

objectively whether and to what extent the parties comply with obligations under this

agreement.

2. The monitor is not subject to instructions by the representatives of the parties and

performs his functions neutrally and independently. It will be obligatory for him to

treat the information and documents of the Bidders/Contractors as confidential. He

reports to the Dena Bank.



3. The Bidder(s)/Contractor(s) accepts that the Monitor has the right to access without

restriction to all Project documentation of the Principal including that provided by the

Contactor. The Contractor will also grant the monitor, upon his request and

demonstration of a valid interest, unrestricted and unconditional access to his project

documentation .The same is applicable

to Subcontractors also .The Monitor is under contractual obligation to treat the

information and documents of the

Bidder(s)/Contractor(s)/Subcontractor(s) as confidential.

4. The Principal will provide to the Monitor sufficient information about all meetings

among the parties related to the project provided such meetings could have an

impact on the contractual relations between the principal and the Bidder/Contractor.

The parties offer to the Monitor the option to participate in such meetings.

5. As soon as the Monitor notices or believes to notice a violation of this agreement, he

will so inform the Management of the principal and request the managements and

can in this regard submit non-binding recommendation. Beyond this, the monitor has

no right to demand form the parties that they act in a specific manner, refrain from

action or tolerate action.

6. The monitor will submit a written report to Dena Bank within 8 weeks from the date

of reference or intimation to him by the principal and should the occasion arise,

submit proposals for correcting problematic situations.

7. If the monitor has reported to the Dena Bank, a substantiated suspicion of an

offence under relevant IPC/PC Act, and Dena Bank has not, within the reasonable

time taken visible action to proceed against such offence or reported it to the Chief

Vigilance Officer, the monitor may also transmit this information directly to the

central vigilance commissioner.

8. The word “Monitor‟ would include both singular and plural.

Section 9- Pact Duration

This Pact begins when both parties have legally signed it. It for the contractor 12

months after the last payment under the contract, and for all other bidders 6 months

after the contract has been awarded. If any claim is made/lodged during this time, the

same shall be binding and continue to be valid despite the lapse of this pact as

specified above, unless it is discharged/determined by Dena Bank.

Section 10- Other provisions

1. The agreement is subject to Indian Law. Place of performance jurisdiction is the

Registered Office of the principal, i.e., Mumbai.

2. Changes and supplements as well as termination notices need to be made in

writing. Side agreements have not been made.



3. If the bidder contractor is a partnership consortium, this agreement must be signed

by all partners or consortium members.

4. Should one or several provisions of this agreement turn out to be invalid, the

remainder of this agreement remains valid. In this case, the parties will strive to

come to an agreement to their original intentions.

5. In the event of any contradiction between the integrity Pact and its Annexures, the

Clause in the integrity Pact will prevail.

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

(Office Seal) (Office Seal)

Place…………

Date………….

Witness 1:

(Name & Address) __________________________________________________

___________________________________________________

Witness 2:

(Name & Address)___________________________________________________

____________________________________________________



Annexure-N: Eligibility Compliance Sheet

SNo Criteria Proof

Compliance (Y/N)

1 The EFRM Solution should have been implemented/under implementation in at least one Scheduled/Commercial /Public Sector Banks in India having business mix of minimum INR 1 lac crore as of last financial year (Business mix is Total assets + Total Deposits) Proposed EFRM Solution should be from a single OEM covering all channels mentioned as part of the scope

Copy of the customer letter and published financial data of the bank Bidder & OEM Self-Declaration as a part of Covering letter

2 Solution should have been implemented/under implementation in minimum 3 of the following areas: 1. Online Banking 2. Customer Screening 3. Debit Card 4. Cheque 5. Internal fraud detection 6. Application fraud

Copy of customer reference letter / Work Completion certificate confirming the channels used

3 The core Fraud Management solution OEM’s organization should have a global minimum turnover of INR Two Hundred Crores per annum in IT (information technology) products, services and implementation during the past 3 financial years: 2015-16, 2016-17 and 2017-18.

In case last financial year i.e. 2017-18 annual reports are not audited, bidder must submit previous three financial years audited annual reports.

2017-18: 2016-17: 2015-16:

4 The proposed solution should be a part of Category Leaders of Chartis RiskTech Quadrant® for Enterprise Fraud Technology Solutions for the year 2017.

Copy Chartis Risktech report



3. For Bidder

Sno Criteria Proof

Compliance (Y/N)

5

The Bidder should be a Company registered in India under the companies Act 1956 / 2013 and operating for 5 years as on the date of RFP

Copy of Certificate of Incorporation and Certificate of commencement of Business (in case of Public Ltd Company) issued by the Registrar of Companies.

6 Bidder should not have been blacklisted by any Government organization/PSU/ PSB during the last three years

Self-Declaration as a part of Covering letter

7

The annual turnover/ revenue of Bidder should not be less than Rs. 100 Crs during the past 3 financial years (FY 2017-18, 2016-17,2015-16)

i. Certified / Audited P & L and Balance Sheets for last 3 financial years (FY 2017-18, 2016-17,2015-16) ii. Certificate from the Chartered Accountant mentioning the Global IT Annual Turnover of last 3 financial years (FY 2017-18,2016-17, 2015-16)

2017-18: 2016-17: 2015-16:

8

The Bidder must have positive net worth during the last 3 financial years (FY 2017-18, 2016-17,2015-16)

Copy of certified/ audited profit and loss statement and Balance sheet for the last 3 financial years 2017-18, 2016-17,2015-16 to be submitted as a proof by the bidder indicating the positive net worth of Bidder

2017-18: 2016-17: 2015-16:

9 The Bidder and their OEMs whose software is proposed to be supplied to the Bank must have presence in India and should be able to support the project in Mumbai, India during the contract period Self-Declaration



10 The bidder should be at least ISO 9001:2015, ISO/IEC 27001:2013 & ITIL Certified Company

Latest audit surveillance report of ISO certification to be submitted

11 The bidder should be an OEM / or should have implementing experience of the EFRM solution in one commercial Bank in India with business mix of Rs. 1 Lac Crore+. It is mandatory for OEM review the during implementation and certify the same. Certification shall cover entire project life cycle till project sign-off.

Copy of PO & Work Completion Certificate.

12 Bidder should be in the business of development or implementation, supply and maintenance of Risk based solutions / EFRMS for at least five (5) years as on the date of issue of this RFP.

Self – Declaration and Work Order copies to be submitted

Yes/No

13. The bidder should have experience in

interfacing EFRM solution with multiple

delivery channels

Self- Declaration

giving name of Bank/s

with which delivery

channel interface has

been done and copy

of Letter from relevant

Banks to be

submitted.

Yes/No

14. Bidder should have all necessary

licenses, permissions, consents, NOCs,

approvals as required under law for

carrying out its business

Copy of relevant

Documents to be

submitted

Yes/No



Annexure- O : Format for Pre-bid queries (in excel format)

S. No. RFP Clause Page no RFP Text Query



Annexure-O: List of documents to be submitted/uploaded

S. No Details required Annexure

Eligibility Offer (Should cover Annexure-M: Eligibility Compliance Sheet)

Sealed envelope and online upload

1. Covering letter Annexure – F

2. Tender Fee Rs. 10,000/-

3. EMD/Bid Security Rs. 50,00,000/- DD/PBG as per Annexure – L

4. Integrity Pact Annexure -M

5. Bidders information Annexure – A

Eligibility of OEM

6 Eligibility point-1: Copy of the customer letter and published financial data of the bank Bidder & OEM Self-Declaration as a part of Covering letter

7 Eligibility point-2: Copy of customer reference letter / Work Completion certificate confirming the channels used

8 Eligibility point-3: Certified / Audited P & L and Balance Sheets for last 3 financial years (FY 2017-18, 2016-17, 2015-16)

9 Eligibility point-4: Copy Chartis Risktech report

Eligibility of Bidder

10 Eligibility point-5: Certificate of Incorporation

11 Eligibility point-6: Self-Declaration for non-blacklisting as a part of Covering letter

12 Eligibility point-7: Certified / Audited P & L and Balance Sheets for last 3 financial years (FY 2017-18, 2016-17,2015-16) and Certificate from the Chartered Accountant mentioning the Global IT Annual Turnover of last 3 financial years (FY 2017-18,2016-17, 2015-16)

13 Eligibility point-8: Certificate from the Chartered Accountant mentioning the Global IT Annual Turnover of last 3 financial years (FY 2017-18,2016-17, 2015-16)

14 Eligibility point-9: Self-Declaration for presence in Mumbai, India

15 Eligibility point-10: Latest audit surveillance report of ISO certification to be submitted

16 Eligibility point-11: Copy of PO & Work Completion Certificate.

17 Eligibility point-12: Self – Declaration and Work Order copies to be submitted

18 Eligibility point-13: Self- Declaration giving name of Bank/s with which delivery channel interface has been done and copy of Letter from relevant Banks to be submitted.

19 Eligibility point-14: Copy of relevant Documents to be submitted

20 Any other document required for eligibility compliance Annexure-N



Technical Offer Sealed envelope and online upload

1 Covering letter Annexure – F

2 Index

3 Technical Offer with Specifications Annexure – B Technical Compliance Matrix

As mentioned in Section-23,24,25,26,27

4 Technical Deviation Statement Annexure – C Deviation Statement - Technical Deviation Statement

5 Checklist Annexure – E

6 Bidders information Annexure – A

7 Details of installation (past/current) Annexure – H

8 Details of support centers Annexure – J

9 Terms and Conditions Compliance Table. Annexure – K

10 Technical Documentation (Product Brochures, leaflets, manuals, scope details etc.).

An index of technical documentation submitted with the offer must be enclosed.

11 Software details.

12 Skill and personnel chart of Service provider Annexure – G

13 Manufacturer’s Authorization Form (MAF) Annexure– H

14 Solution Document Bidder format

15 Project implementation document/approach Bidder format

16 Bidder presentation Bidder format

17. Any other relevant documents Bidder format

RFP Document, pre-bid replies and corrigendums (Sealed & signed on all pages)

As per Format.



Commercial Offer

1 Covering letter Annexure – F

2 Commercial Version of Bill of Materials and Price Schedule Annexure – D

3 A statement that the bidder complies with Payment schedule and penalties given in the offer Self-declaration