RFP for implementation of Mobile Banking Solution (Ref … · RFP for implementation of Mobile Banking Solution ... Software: 60% payment of the ... re Specification

Pre-Bid Response: RFP for implementation of Mobile Banking Solution (Ref No. BCC/107/MBN/1 dated 24.03.2015) Page 1 of 42

RFP for implementation of Mobile Banking Solution (Ref No. BCC/107/MBN/1dated 24.03.2015)

Pre-Bid Queries, Responses and Corrigendum / Amendments

Sr. No. Page

# Point / Section # Clarification point as stated in the

tender document Queries by prospective bidders Bank's Response

1. 30

Annexure D: Functional / Technical Specifications, Point: 12

Any other platform to be specified Kindly share specific platform names.

Bidder is expected to list any other platform supported other than the ones mentioned in points 1 to 11 of Annexure D. The platforms which are popular in the industry are mentioned, if any other platform is supported by the solution then Bidder to specify the names.

2. 30


Any other type to be specified Kindly share specific type name(s)

Bidder is expected to list any other type supported than the ones mentioned in points 16 to 20 of Annexure D. The types which are popular in the industry are mentioned, if any other type of mobile banking is supported by the solution then Bidder to specify the names.

3. 31


Integration with any other specified Regulatory / Statutory bodies for data submission and monitoring.

Kindly provide specific list of the regulatory bodies.

Bank expects the proposed solution to integrate / interface with Government /Regulatory Authority or their specified system for data reporting/status updation etc. The interface would be either based on file upload (in a defined format) or web service based. Any regulatory / statutory changes in mobile banking/mobile payment systems during the contract period would be part of ATS and no separate charges would be payable.

4. 32


E-lobby / Multi-Function kiosk search with map

Kindly provide more details on E-Lobby and Kiosk.

Bidder to provide branch/ ATM/ kiosk/ lobby finder based on location/address/search string and show the position/direction to reach the place on map. Bank will share geo tagged locations of such sites with the successful bidder.

5. 32


Recharge using phone book numbers Kindly provide more details.

Proposed solution should provide feature for mobile recharge using the data entered by the customer and /or using a short-cut like phone number, nick name stored in the handset. Such short-cuts are useful for regular top-ups. The top-up would happen through


aggregator interface developed in the proposed solution. It would be part of ATS and no separate charges would be payable.

6. 33


Remote account opening process through mobile

Kindly provide more details.

Bidder should offer continual enhancements in the application. The application should incorporate account opening process as and when required by the bank. The details for data capture, its validation and updation to CBS system would be deliberated and shared with the successful bidder. The cost for such customization would be as per the agreed rate of technical support and agreement with bank at the time of development.

7. 33

Annexure D: Functional / Technical Specifications, Point: 108 / 109

e) Multi-function kiosk f) Web portal


Currently, bank has 3 options for mobile banking registration, 1) Through Branch, 2) ATM and 3) Internet Banking. Bidder should accept registration information coming from any other device be it a kiosk or web portal. The purpose is to provide multiple options to customers to register/activate mobile banking.

8. 35


Mention details regarding the interoperability of the product and the components which can be used by other applications.


Bidder is required to provide details regarding interoperability of the system. For example, IMPS interface of the proposed solution should be able to process transactions when the same data is captured through internet banking, branch system etc. and passed-on to the proposed system.

9. 37


Road map including features of export/import of mobile app for easier migration.


Bidder to provide option to import the data from any other system for example registered beneficiary data, biller data, earlier payment date etc. using a mutually agreed file format. This is required to minimize customer inconvenience and better acceptability of the proposed solution.

10. 37


Arrangement for content creation and advertisement for publicizing Bank’s Mobile Banking solution to the customers.


Bidder should engage with Bank to suggest options to popularize the application among customers. The scope includes only plans/ideas for promotion, campaign etc.


11. 50

Annexure L: Technical Evaluation Sheet, Point: 7

Support to regulatory/statutory websites for data submission/monitoring

Kindly provide specific list of the regulatory bodies

Same as point no.3 above.

12. 51

Annexure L: Technical Evaluation Sheet, Point: 26

Readiness to handle current statutory and regulatory requirements/enhancements

Kindly provide specific list of the regulatory bodies


13. 4

Section 1: Background, Introduction and Disclaimer, Point:1

The proposed solution will be hosted in Banks Data Centre (DC) with Disaster Recovery (DR) site.

Request Bank to specify the locations Banks Data Centre (DC) is at Mumbai and Disaster Recovery (DR) site is at Hyderabad.

14. 20

Section 5: Eligibility Criteria and Scope of Work, 5.1, Point 1

The bidder should be in the business of installation, integration, implementation and maintenance of mobile banking solution across Financial Institution/Banks in India and abroad with at least one such implementation in India on CAPEX model running successfully for one year or more in a Bank having more than 1000 branches

Request the bank to kindly relax this criteria.

Revised clause: The bidder should be in the business of installation, integration, implementation and maintenance of mobile banking solution across Financial Institution/Banks in India or abroad. The proposed solution developed by Original Solution Developer (OSD) should have at-least one enterprise-wide implementation on CAPEX model running successfully for one year or more in a Bank having more than 1000 branches in India. One bidder can submit only one bid. OSD can participate either directly or through a bidder in only one bid (OSD to provide undertaking as per Annexure N in favour of one bidder only). Bank may decide to reject all bids if more than one bid is received from one OSD or the bidder.

15. 21

Section 5: Eligibility Criteria and Scope of Work, 5.1, Point 12

Bidder’s offered solution should be PA-DSS certified and the development/support centre of the bidder should be audited.

Request the bank to relax the same.

Revised: Proposed solution should be PA-DSS certified and the development / support centre of the OSD should be audited by reputed system auditor/management consultant for adherence to processes, security and extant guidelines.

16. 24 Section 6: Payment Terms,

Hardware: 90% payment of the hardware components supplied by the

Request the bank to change the payment terms.

No change in RFP terms.


Support Services and Miscellaneous Terms/Requirements, Point: 2

vendor will be made on successful installation / testing of the hardware at Bank’s premises

17. 25

Section 6: Payment Terms, Support Services and Miscellaneous Terms/Requirements, Point: 5

Software: 60% payment of the software cost will be made on successful implementation of the solution, training and sharing of the details with Bank

Request the bank to change the payment terms.

No change in RFP terms.

18. 53 Annexure M: Hardware/Software Specification

Bank to please clarify if they would provide the leased line connectivity between DC & DR.

Bank has leased line connectivity between DC and DR sites.

19. 41 Section C TABLE - III Optional items (payable only if utilized)

Request bank to clarify if bank plans to extend the newly developed mBanking application and interfaces around the same or build completely new applications.

Bank is expecting a ready mobile banking platform for its retail customers. However, the same would be further enriched to meet growing customer & market requirements in a secured and phased manner. The platform is procured as an optional item for new development like application development, reports, MIS, data extraction etc. on requirement basis.

20. 31


M-Commerce - Restaurant reservation Whether BOB will bring the aggregator(Merchant) or Bidder need to provide the aggregator

Bank would bring such merchant aggregator and this proposed solution is required to interface with them for transaction/related information services. Bank may consider evaluating any such arrangement available with the selected bidder. However, it is not necessary for bank to accept all/any such arrangements. The cost for this customization would be as per the agreed rate of technical support and agreement with bank at the time of development.

21. 32


Purchase Gift card / Travel card Whether Bank is expecting Mobile Banking solution to be integrated with another Card Management System?

Expectation is to collect request/template based inputs with basic validation from customers using the mobile banking application. Details would be discussed with the selected bidder and it would be part of ATS and no separate charges would be payable.

22. 32 Annexure D: Functional /

Capability to support loyalty programs for customers

Whether Bank is having any loyalty management system or bidder will have

Bank expects related data/reports for analyzing impact of loyalty program in promoting


Technical Specifications, Point: 81

to provide loyalty management system in addition to the mobile banking solution?

registration/usage of mobile banking. Bank will arrange for such loyalty program.

23. 32


Integration with social media Please provide more information about this requirement.

Bank expects bidder to integrate the mobile application with related application. Specific social media application development is not in the scope of this RFP. Bank may evaluate any such application available with the selected bidder if and when required. However, procurement of the same would be exclusively at bank’s discretion. The cost for this customization would be as per the agreed rate of technical support and agreement with bank at the time of development.

24. 33


Remote access to view queues in nearby Branch/ATM before reaching the site

Please provide more information about this requirement.

Not an immediate requirement. Would be discussed with selected bidder, when required.

25. 33


Call back facility to engage with interested customers and provide data to CRM/Contact Centre system

Any specific CRM like Microsoft CRM or SAP CRM using in BOB to integrate with Mobile Banking Solution?

Bank has a CRM solution (CRM Oracle R12). The expectation here is to provide feed/data to the system in a specified format and provide information/response to the mobile banking customers. Details would be discussed with selected bidder. It would be part of ATS and no separate charges would be payable.

26. 33


Support for m-Commerce through NFC transactions.

Please provide information about the NFC transaction, whether Bank will be having tie-up with the merchant having NFC POS terminals?

Bank would like to enable NFC based payment transactions through the proposed mobile application. The specifications would be shared with the selected bidder when standards of an inter-operable system are finalized in the country. The cost of this customization would be as per the agreed rate of technical support and agreement with bank at the time of development.

27. 5

Section 1: Background, Introduction and Disclaimer

1.7 No Legal Relationship No binding legal relationship shall exist between any of the Respondents and the Bank until execution of a contract.

Bidder requests that the contents of the proposal be treated confidential.

No change in the RFP terms. Bank would take utmost care to maintain secrecy of the data/information provided by the bidders.


1.11 Acceptance of Terms Recipient shall, by responding to the Bank with a submission, be deemed to have accepted the terms of this document in totality without any condition whatsoever. 1.12 Liabilities of Bank This RFP is not an offer by the Bank, but an invitation for Vendor responses. No contractual obligation on behalf of the Bank whatsoever shall arise from the RFP process unless and until a formal contract is signed and executed by duly authorized officials of the Bank and the Vendors. 2.1. Registration of RFP Submission All submissions, including any accompanying documents, shall become the property of the Bank. Hence, submission of response to the RFP shall be deemed as Respondents’ license, and grant all rights to the Bank to reproduce the whole or any portion of their submission for the purpose of evaluation, notwithstanding any copyright or other intellectual property right that may subsist in the submission or accompanying documents. Annexure A - Covering Letter We agree to all the terms and conditions mentioned in the RFP.

28. 12 3.6. General Terms and Conditions

3.6.2 Execution of SLA/NDA: The Vendor shall execute the SLA and NDA within one month from the date of acceptance of Letter of Appointment

Bidder requests extension in time limit of 30 days for execution of SLA/NDA.

No change in the RFP terms



3.6.6 Adherence to Standards: The vendor should adhere to laws of the land and rules, regulations and guidelines issued by the various regulatory, statutory and Government authorities. The vendor should adhere to laws of the land and rules, regulations and guidelines issued by the various regulatory, statutory and Government authorities. The Bidder should provide a fully compliant system with latest certification/standards prevailing in the industry and ensure their time to time updation. Bank reserves the right to ascertain information from the banks and other institutions to which the bidders have rendered their services for execution of similar projects. Such feedbacks from high ranking officials would also form part of vendor selection and any strong adverse comment/action about product or service would make the bidder ineligible for further assessment/processing.

Bidder would like to clarify that Bidder will adhere to relevant and applicable local laws.

No change in the RFP terms.


3.6.8 Penalty & Liquidated Damages (LD): The Bidder shall perform its obligations under the agreement entered into with the Bank, in a professional manner

Bidder requests relaxation in Penalty clause.



Bank may impose penalty to the extent of damage to its any equipment, if the damage was due to the actions directly attributable to the staff of the bidder. If the bidder fails to maintain guaranteed uptime of 99.9% on quarterly basis then Bank may impose penalty as per below table stated in RFP


3.6.9 Indemnity: The successful bidder shall indemnify Bank and keep indemnified for against any loss or damage by executing an instrument to the effect on a Non-Judicial stamp paper that Bank may sustain on account of violation of patent, trademarks intellectual property rights, losses incurred due to malfunctioning of the proposed solution, interruption in use or unavailability of data, breach of confidentiality, by the employees of the successful bidder etc.

Bidder would like to clarify and requests that indemnification be made mutual and on mutually agreeable terms.


32. 15 & 17

3.6. General Terms and Conditions

3.6.10 Dispute Resolution All questions, disputes or differences arising under and out of, or in connection with the contract, shall be referred to sole Arbitrator appointed by Bank and the award of the arbitrator shall be final and binding on the parties. The arbitration and reconciliation act 1996 and revisions, if any, thereof, shall apply to the arbitration proceedings and the venue

Bidder would like to clarify that sole arbitrator shall be appointed upon mutual agreement.



of the arbitration shall be at Mumbai. 3.6.15. Governing Law and Disputes The Bid and subsequent Contract with the selected Bidder shall be governed in accordance with the Laws of India and shall be subject to the exclusive jurisdiction of Courts in Mumbai.

33.

13, 15 & 17

3.6. General Terms and Conditions

3.6.4 Substitution of Project Team Members 3.6.12. Consequences of Termination for Default 3.6.18. Cancellation of Contract and Compensation

Bidder requests addition and deletion in the clauses.



3.6.13. Confidentiality Bidder requests that the contents of the proposal be treated confidential.

No change in the RFP terms. Bank would take utmost care to maintain secrecy of the data/information provided by the bidders.


3.6.14. Limitation of Liability 1. The vendor’s aggregate liability in connection with obligations undertaken as a part of this Project whether arising under this project regardless of the form or nature of the action giving rise to such liability (whether in contract, tort or otherwise), shall be at actual. 2. Vendor’s liability in case of claims against the bank resulting from Willful Misconduct or Gross Negligence of the vendor , its employees and Subcontractors or from infringement of patents, trademarks, copyrights or such other Intellectual Property Rights or breach of confidentiality obligations shall be unlimited. 3. The bank shall not be held liable for and is absolved of any responsibility or

Bidder requests addition and deletion in the clause with capping of liability.



claim/litigation arising out of the use of any third party software or modules supplied by the vendor as part of this Agreement. In no event shall any Party be liable for any indirect, incidental or consequential damages or liability, under or in connection with or arising out of this Agreement or the hardware or the software delivered hereunder, howsoever such liability may arise.


3.6.20. Assignment: Neither the contract nor any rights granted under the contract shall be sold, leased, assigned, or otherwise transferred, in whole or in part, by the vendor, and any such attempted sale, lease, assignment or otherwise transfer shall be void and of no effect without the advance written consent of the Bank. If the Bidder undergoes a merger, amalgamation, takeover, consolidation, reconstruction, change of ownership, etc. The service level agreement executed with the bidder after award of purchase order shall be considered to be assigned to the new entity and such an act shall not affect the rights of the Bank under the executed service level agreement.

Bidder would like to clarify that any assignment by the Bidder shall not affect the Bidder’s rights to assign to any of its subsidiaries or in the event of any merger or acquisition of the BIDDER. In any such case a written notification will be provided to the Bank.



3.6.16. Limitation on promotion The vendor shall agree to make no reference to the Bank for the procurement of products and services

Bidder requests the Bank that this clause can be made mutual.



hereunder or the agreement in any literature, promotional material, brochures, sales presentation or the like without express prior written consent of the Bank.


3.6.22. Audit

Any audit will be cooperative of Bidder’s confidentiality and security restrictions and guidelines and on mutually agreed terms.

No change in the RFP terms. It is clarified that the Bidder is to submit certificate of audit, IS audit, VAPT (Vulnerability Assessment and Penetration Testing) for the proposed solution not older than 6 months of the date of RFP. Bank would also arrange for regular audit of the system and its usability any time in the contract period. Bidder to arrange for necessary and timely rectification of all observations. The rectification/updation would be covered as part of ATS and no extra cost would be payable.

39. 24

Section 5: Eligibility Criteria and Scope of Work

5.6. Acceptance Test

Bidder would like to clarify that any acceptance procedures be in accordance with mutually agreed acceptance criteria with due regard to the concept of deemed acceptance.


40. New clauses required to be included in the Contract

1) Limitation of Liability and exclusion of indirect damages from Liability 2) Non-solicitation 3) Intellectual Property Rights


41. New clauses required to be included in the Contract

The proposed terms and conditions of the formal contract will be subject to views and comments as acceptable to the parties.


42. 24

Section 6: Payment Terms, Support Services and Miscellaneous Terms/Requirements

No advance payment would be done against purchase order.

Bidder requests revision in clause with some percentage of advance payment.


43. 20 Eligibility Criteria Bidder should be CMM3 or above certified

Bidder requests clarification. Revised clause: Original solution developer (OSD) should be CMM3 or above certified.


44. 31


c) Monitor Term deposit accounts d) Access to loan account statement e) Access to loan account statement f) Access to credit card statement g) Mutual fund / Insurance statement h) Access to Demat statement


Access to TDR/Loan accounts will be through CBS, but other accounts will require interface with other host systems of the bank so we expect to have separate options for each account type. The details will be shared with the Successful bidder

45. 31


d) Request for TDS statement Kindly provide more details.

TDS interface will be similar to what bank has implemented through its internet banking portal. The application would redirect to the TRACES site after fetching PAN of the customer from Bank host. The integration details will be shared with the Successful bidder.

46. 32


d) Customer personalized amount format


Customer can personalize the amount figure with brackets for negative value, with / without thousand separator etc. As in android phones, phone numbers can be standardised using application twitch.

47. 33


s) Gamification features for listed services to provide an engaging experience to the user

What kind of competitive features expected in the solution?

The proposed solution should have engaging user interface and the bidder should be in readiness to discuss and deploy new trends in mobile applications and its user interface.

48. 30

Annexure D: Functional / Technical Specifications, Point 20

e) Browser Based Bidder requests clarification on the type of browser (PC Browser or Mobile Browser)

Mobile browser.

49. 31


e) Details of the third party software/middleware interfaced with the proposed application


It is clearly mentioned that where details are asked no response / score will be entered. Bank expects the Bidder to mention any other software / middleware / third party application required for their solution and factor the same in their offer including commercials. Bank will not accept any request for additional hardware/software and/or support for implementation of the solution.


50. 32


c) Customer personalized date / time format


Customer can personalize the date & time format in balance enquiry /statement. As in android phones, phone numbers can be standardised using application twitch.

51. 32


f) Customer originated grouping of default transactions

Kindly provide more details. Requirement is dropped.

52. 32


g) Customer personalized default beneficiary list


User can add, update and view the beneficiary list. The list can be fetched and updated in bank’s host using batch updation/instant web service based updation.

53. 32


h) Application support for multiple languages, primarily multilingual and support advertisement of banking product within the mobile banking application.

These are two different services if anyone is available will it be full rating "5" or half "2" or "0"

Application should support multiple languages including multilingual user interface. It should also support multilingual advertisements of banking product within the mobile banking application. Such advertisement content / creatives would be provided by the bank and bidder is only expected to arrange for the display in the application at relevant places. Rating pattern would be - If only one language is available then ‘0’, for bilingual ‘2’ and for more than two languages ‘5’

54. 32


i) Auto up-gradation of the Application as per OS version

Kindly provide more details. The requirement states OS version, if there is any upgrade of OS then application should upgrade, irrespective of device (smart / non-smart phones).

55. 32


k) Application capability to be refreshed to fetch details of


It is expected that the application should have inbuilt auto sync/ refresh capability, so that when a new mobile recharge / DTH operator or related payment schemes/offers are added then application should fetch the details from the application server without requiring the user to reinstall the application for any


such update.

56. 32


a) Universal transaction abilities - Mobile wallet

Kindly provide more details on integration with Third party solution

Bidder is expected to provide necessary interface to mobile wallet application as and when implemented by the bank. Mobile wallet application development is not in the scope of this RFP. The cost for this customization would be as per the agreed rate of technical support and agreement with bank at the time of development.

57. 32


b) Utility for Exchange market information


Solution to display the information. Exchange market relationship is not expected from the bidder. However, bidder may suggest a compatible solution for bank’s assessment. The cost for this customization would be as per the agreed rate of technical support and agreement with bank at the time of development.

58. 33


e) Communication enrichment though video calls.


Bidder is expected to provide interface with third party solution. Bidder may suggest a compatible solution for bank’s assessment. The cost for this customization would be as per the agreed rate of technical support and agreement with bank at the time of development.

59. 33


f) Customer education through product demo to promote adoption.

Who will bare the media cost for development of this Product demo and the media cost will be different basis bank’s requirement.

Bidder is expected to provide attractive presentation, flash demo, animated videos of registration process, activation and usage of various functionalities (separately in English, Hindi and 1 regional language) of the proposed solution in consultation with bank’s team. This will help bank’s customers to quickly adopt this new solution and use it effectively. Print/media or any other publicity is not in the scope.

60. 33


g) The product demo should be bilingual defining process flow for application download, activation and usage of menu options and services. The demo should be process specific.

Who will bare the media cost for development of this Product demo and the media cost will be different basis bank’s requirement.

Explained in the above point.


61. 33


h) Send money from mobile to friend’s account (using nick name, mail id or social media credentials etc.).

1. will the connectivity be with Bank's Email server 2. Bank provided Social media vendor/platform 3. SMS vendor platform 4.Is it banks responsibility to get the official api from the respective Social media site/brand

Bidder to offer: 1. Sending money to registered

account/beneficiary using the actual or nick name should be part of the solution.

2. Sending money using phonebook contact should be provided as part of the ATS.

3. Sending money using mail-id, social media or any other credentials should be customizable. This customization cost would be as per the agreed rate of technical support and agreement with bank at the time of development.

4. Bank will provide necessary access to mail server, sms gateway and arrange for interfacing details required for such interface.

62. 33


k) Cash withdrawal though ATM, OTP/PIN based authentication, allowing non-BOB customers to withdraw cash from any BOB ATM using mobile authentication/authorisation.

How is the OFF-us validation expected via Visa/Mastercard acquring, please share the off-us specifications for this requirement. We request bank to clarify this Point.

Bidder will have to interface with a third party application to enable mobile based authenticated request. Alternatively, an interface with bank’s switch to trigger an on-us transaction. Details would be discussed at the time of implementation. The cost for this customization would be as per the agreed rate of technical support and agreement with bank at the time of development.

63. 33


m) Supports customer to customize menus/icons, disable

Requested is a Hide feature or permanent disable for not required menus?

Customer would have option to hide selected options as local setting. Bank would have option to enable/disable options/menus/icons etc. at global level.

64. 33


n) Capability to push weather information and important


Bank expects support for push notifications including customer message, product information, weather information etc.

65. 30

Annexure D: Functional / Technical Specifications,

Mobile banking platform Please clarify whether bank would like to have solution developed using an enterprise mobility platform.

Bank intends to procure mobile banking solution independent of which platform is used at the back end but the solution should support all requirements and development activity as required in this RFP.


Point1

66. 30

Annexure D: Functional / Technical Specifications, Point22

Integration with existing systems Please clarify what type of integration is required?

Exact specification details will be shared with the successful bidder.

67. 31


National Payments Corporation of India (NPCI) for Immediate Payment Services (IMPS) transactions.

Please clarify what type of integration is required here.

Integration is required with IMPS gateway for routing transactions to NPCI. Standard specifications are already published by NPCI and bidder will have to provide support for any certification/re-certification as may be required.

68. 34

Annexure D: Functional / Technical Specifications

Security Please clarify whether mobile device management (MDM) is required or not.

Bank is expecting a secured system with latest industry standard security. The solution should be audited by a reputed agency/IS auditor/management consultant not earlier than 6 month of this RFP date. Bank will also arrange for an independent audit any time during the contract period and bidder to arrange for necessary rectification/updation as part of the ATS. Bidder providing advance security features would be preferred. Provide details as part of eligibility cum technical compatibility bid.

69. 36


Transaction log What will be the validity (purge) period ? As per Bank's archival policy, will be communicated to the successful bidder.

70. 37


Migration from existing mobile banking solution

Please share more details about existing platform

Bidder is expected to provide support to upload beneficiary data, transaction, audit log etc. in a mutually agreed format. This is required for increasing customer convenience and acceptability of this new solution.

71. 20 5.1. Eligibility Criteria, Point No.3

Bidder should have a minimum annual turnover of Rs. 25 crores during last three financial years. This must be individual company turnover and not of group / subsidiary companies

Bidder requests relaxation in this clause. No change in the RFP terms.



Bidder should have maintained Net Profit during last three financial yearsand will have to submit copies of the audited balance sheet along with the offer



Bidder should confirm to make the mobile banking platform operational within three months of date of placing order


74. 3 Last Date, Time and Place for receipts of offers

Bidder requests extension for submission of bid.

Revised dates mentioned below.

75. 28 Annexure-B – Eligibility Bid Template

Bidder should have implemented an enterprise wide mobile banking solution in Financial Institution(s) with online enquiry and transaction facility. The system should have interfaces with Core Banking system and other banking system for offering services to customers.

We request bank to please consider the parent company's/ Partner implementation of proposed solution.



Bidder should be Original Solution Developer (OSD) / Original Equipment Manufacturer (OEM) / Authorised Agent / Partner of the Solution offered

Bidder requests clarification on this clause.

Revised Clause: Bidder should be Original Solution Developer (OSD) / Original Equipment Manufacturer (OEM) of the Solution offered or agency authorized by the OSD to implement their solution on their behalf.

77. 31


Tie-up with third party service providers for Utility bill payment/m-commerce/value added services.

Will bank provide the bill payment aggregator?

Bidder should be able to interface with bill aggregator available/identified by bank. The interface details would be provided to the selected bidder. Bank may evaluate any arrangement already available with the bidder provided it offers more and prominent billers than available with bank. The selection discretion would be solely of the bank. The interface would be a part of the ATS and no separate charges would be payable.

78. 34 Security

a) Multi-factor authentication (Token / OTP / CAPTCHA / Security Question, etc.) Minimum two factor authentication

Will Bank allow mobile banking login for any mobile number or only register mobile number?

Only registered mobile number



Bidder should quote for OS and Database to meet the enterprise-wide requirement. The licenses should be procured in the name of the bank (provide details in the bid document).



Bidder needs to size, supply, commission and maintain the hardware and appropriate OS and Database for the application required as per the RFP.

How many Environment bank can expect from bidders?

Bank expects a multi-tier architecture viz. web, application and database servers with separate clusters (any of these three should not be fall back of other) for production environment at DC as well as DR sites. The DC DR would be one to one replica. UAT setup can have common application and database. The UAT setup is required only at DC. Storage would be provided by the bank and necessary interfacing cards/devices are mentioned in the hardware details. Bidder is required to include the interfacing card/device & drivers etc. in their proposal including commercial terms.



Will bank provide all Security Component required for the proposed solution (e.g. Firewall, SSL etc.)?

Network level security (firewall, SSL, antivirus, etc.) will be provided by the Bank. Operating system/ Database/ Application level security will have to be arranged by the Bidder and same will be validated by Bank’s security team. OS hardening and implementation of security profile would be in consultation with bank’s security team.

82. 28 Annexure - B Eligibility Bid Template

Bidder / OSD should have never been blacklisted/ debarred by any Public sector/Govt./ Bank or Financial institution in India or abroad.

Bidder requests relaxation in this clause.

Bidder / OSD should have never been blacklisted/ debarred by any Public sector/Govt./ Bank or Financial institution in India or abroad in last 3 years prior to the date of issuance of this RFP.

83. 8 RFP Submission Validity period

RFP responses must remain valid and open for evaluation according to RFP terms for a period of at least 180 days from time of RFP submission


84. 14 Penalty & Liquidated Damages

Bank may impose penalty to the extent of damage to its any equipment, if the damage was due to the actions directly attributable to the

Bidder requests clarification on this clause.

Damage to hardware equipment due to the actions directly attributable to the staff of the bidder, then bank may impose penalty on such damage.


staff of the bidder

85. New clauses Deemed Acceptance

Services and/or deliverables shall be deemed to be fully and finally accepted by Customer in the event when Customer has not submitted its acceptance or rejection response in writing to Bidder within 15 days from the date of installation/commissioning or when Customer uses the Deliverable in its business, whichever occurs earlier. Parties agree that Bidder shall have 15 days time to correct in case of any rejection by Client.

Not acceptable.

86. New clauses Site Not Ready

Customer hereby agrees to make the site ready as per the agreed specifications, within the agreed timelines. Customer agrees that Bidder shall not be in any manner be liable for any delay arising out of Customer's failure to make the site ready within the stipulated period, including but not limited to levy of liquidated damages for any delay in performance of Services under the terms of this Agreement.

Banks DC and DR sites are already operational. There are no other site specific requirements.

87. New clauses Transfer of risk and title

Bidder assumes that the title of ownership and risk of the goods supplied under this Contract is passed onto Customer on delivery of the material at the Customer location.

Not acceptable.

88. New clauses Termination

Either Party shall have the right to terminate this Agreement at any time: With Cause – in the event that the other party commits a material breach of the Agreement and fails to cure such default to the non-defaulting party’s reasonable satisfaction within thirty (30) days.

Not acceptable.


In the event of termination by owner, the Bidder shall be paid for the: 1. goods delivered 2. services rendered 3. work in progress 4. unpaid AMCs 5. third party orders in pipeline which cannot be cancelled despite Bidder's best efforts 6. unrecovered investments shall be paid by customer as per termination schedule till the date of termination.

89. New clauses Pass through Warranties

Since Bidder is acting as a reseller of third products, Bidder shall “pass-through” any and all warranties and indemnities received from the manufacturer or licensor of the products and, to the extent, granted by such manufacturer or licensor, the Customer shall be the beneficiary of such manufacturer’s or licensor’s warranties and indemnities. Further, it is clarified that Bidder shall not provide any additional warranties and indemnities with respect such products.

Not acceptable.

90. New clauses Exceptions to Indemnity

Exceptions to Indemnity (a) Bidder shall not have any liability to Customer under this Section to the extent that any infringement or claim thereof is attributable to: (1) the combination, operation or use of a Deliverable with equipment or software supplied by Customer where the Deliverable would not itself be infringing; (2) compliance with designs, specifications or instructions provided by Customer; (3) use of a Deliverable in an

Not acceptable.


application or environment for which it was not designed or contemplated under this Agreement; or (4) modifications of a Deliverable by anyone other than Bidder where the unmodified version of the Deliverable would not have been infringing. Bidder will completely satisfy its obligations hereunder if, after receiving notice of a claim, Bidder obtains for Customer the right to continue using such Deliverables as provided without infringement, or replace or modify such Deliverables so that they become non-infringing.

91. 30


Mobile Banking application platform Kindly provide more details.

Successful bidder has to provide support for troubleshooting and enhancements in the services during the contract period. Enhancement would include inclusion of all new browser/ handset/ devices/mobile platform OS coming in the market within 1 month of their launch and also new market/industry related functionalities.

92. 30


Support for the BREW platform Kindly provide more details. Revised: Brew, optional

93. 30

Annexure D: Functional / Technical Specifications Integration with existing systems

a) Core Banking solution (Finacle, current version 7.0.25) b) ATM switch (Base 24)

Please share the message specification format for integration.

Bank will provide the interfacing details to the successful bidder.

94. 31


Integration with third party service providers/software/middleware

Please share details for integration.

There would be both the possibilities like third party aggregators for bill payments etc. and direct API based interface for say NPCI, wallet solution etc. Proposed solution should support both requirements.


95. 33

Annexure D: Functional / Technical Specifications Registration and Download activity of mobile banking application

Registration method

Will the registration process involve an OTP mechanism - and is such a mechanism & system available currently within the bank?

Yes. Bank has SMS gateway and the access would be provided to selected bidder for SMS delivery.

96. 33

Annexure D: Functional / Technical Specifications Registration and Download activity of mobile banking application

Registration method

What is the registration mechanism for the mobile banking solution - 1 user only 1 device, 1 user - Multiple devices or Multiple users from 1 device allowed?

1 user only 1 device from security point of view.

97. 34

Annexure D: Functional / Technical Specifications Security

Ability to store access credentials in encrypted format in the user’s handset

What user credentials need to be stored in the user handset - userid / password or MPIN? Will these user credentials be used to log into the mobile app in an offline mode? What is the purge or archival policy for the on-device encrypted database?

Application password. No, GPRS connection will be checked and then user will be able to log on with the application password. For SMS, application password will be required to be entered by the user for login. The application password will be saved in the application database in the device as long as the application is installed on the device. If user changes the handset or reinstalls a fresh setup then new application password will get saved in the application database in the device.

98. 34


Ability to deny access to handset that does not meet industry standard.

Pls clarify ... Does this mean jailbreak or rooted device detection ?

Bidder to ensure ability and the same should be parameterized / customizable as per bank’s requirement.


99. 34


Mention any other security feature supported by the system with details and architecture of security components

Please elaborate on the security solutions required for the mobile banking solution.

As explained in point no. 68 above.

100. 35

Annexure D: Functional / Technical Specifications Scalability and Availability

No. of concurrent users the platform can support and handle requests in a second.

What is the active user base that will install & configure the mobile banking solution? What is the concurrent peak user concurrency during a given day and peak TPS to be supported on the mobile banking solution?

Bank is currently having 30 lakh registered users, of which around 5 lakhs are active. The total retail customer base is around 4 crores and growing. Bidder should size the solution for multi-fold increase in mobile banking customer’s y-o-y with adequate scalability for users and simultaneous requests.

101. 35


Capability of the proposed solution to push new Changes over the air without frequent uploading on App store of various platforms

Does the fix need to come from the public appstore as a version update or does the patch need to be delivered directly from the middleware mobility solution?

From both the sources.

102. 35


Solution capability to provide Force Update / Upgrade

Does the fix need to come from the public appstore as a version update or does the patch need to be delivered directly from the middleware mobility solution?

From both the sources.

103. 11 3.5.1

The bid security may be forfeited: i) If a bidder withdraws their bid during the period of bid validity; or ii) In case of a successful bidder, if the bidder fails: a) To sign the Contract within the stipulated time; or b) To furnish Performance Bank Guarantee within the stipulated time

Bidder requests changes in the clause. No change in the RFP terms.


and valid till the end of contract period plus three months

104. 12 3.5.3 Performance Bank Guarantee Bidder requests changes in the clause. No change in the RFP terms

105. 3.6.8 No claw back mechanism Bank should also propose claw back of penalty.


106. 26 Section 6

Payment terms for implementation services, AMC/ATS and post implementation support services have not been specified by bank. Also, payment should be made within 30 days from date of invoice.

Please provide payment terms for implementation services, AMC/ATS and post implementation support services.

New clause: Please refer Addendum to Section 5.7. Annual Maintenance Contract (AMC) / Annual Technical Support (ATS).

107. 42 Commercial Bid Template

Tax variations on TCO

We would like to clarify that taxes on the invoices should applicable as per the then prevailing tax laws and rates at the time of invoicing. Please confirm.

Bidder to quote the price inclusive of all taxes including service tax. The invoice submitted for payment should have clear break-up of all components including various taxes/levies, their rates, amount and related details.

108. 37


d) Availability of an export feature to backup App configuration data.

Our assumption is - new app to overwrite the existing app.

Backup is required to sync the settings created by the user for beneficiary grouping, transaction grouping, etc.

109. 50 Annexure L: Technical Evaluation Sheet

Self-learning Please provide details.

As explained in point no. 59 above. Bank expects bidder to provide a self learning tool in the form of demo, FAQ, context help etc. in the application as well.

110. 22 Middleware for integration

Middleware Which is the current middleware deployed by the bank

Bidder to provide details/specification of the middleware, implement and include cost in their offer.

111. 40 ATS for Software Licensing

Software licensing Does Bank have EA with MS , Oracle and any other OEM's. Please share details?

Bidder will have to provide enterprise wide license of all the software, in bank's name, for implementation of the solution.

112. 35 Contact Center Log-in, Annexure D

Pt. 148

Which is the contact center location and will it have connectivity to the BOB DC and DR? if yes, which type of connectivity internet/ PLS/VPN?

Bank has multiple contact centres and they are connected to DC/DR on dedicated links. The details will be shared with successful bidder.


113. 35 Pt. 141, Annex D Load Balancing instances Is vendor required to integrate with existing load balancers? If Yes, please provide detais of existing load balancers?

Bidder should include load balancing feature/devices/software in their proposal. The architecture/specification should be provided in the eligibility cum technical offer.

114. 39 Pt 199. Annex D Offsite resources Is bank of with Offsite support?

Bidder to provide implementation plan with details of resources provided for the implementation. An onsite resource will be required at Bank’s site for application maintenance, basic trouble shooting and support services. Bidder is required to state the offsite resources that will be deployed at Bidder’s location to provide support services for implementation of the application that fall out of the preview of the support capability of the onsite resources.


The Bidder should have necessary arrangement / agreement / certification with Google / Apple / Windows etc. for uploading the application on the respective stores.

Bidder requests clarification on this point.

Revised clause: The Bidder / OSD should have necessary arrangement / agreement / certification with Google / Apple / Windows etc. for uploading the application on the respective stores.

116. 45


Application platform support for native, hybrid-web, hybrid combination (hybrid with additional native UI and code capability) and mobile web app.

Please clarify.

Bidder’s proposed solution should provide application platform support for native and hybrid applications to meet requirement of diverse customer base.

All clarifications other than mentioned as part of ATS or customization would have to be provided as part of the solution at no extra cost to Bank.


Corrigendum/Amendments toRFP for implementation of Mobile Banking Solution (Ref No. BCC/107/MBN/1 dated 24.03.2015)

Sr. No. Page # Point / Section # Clarification point as stated in the tender document Revised clause / clarification after pre-bid queries

1. 20 Section 5: Eligibility Criteria and Scope of Work, 5.1, Point 1

The bidder should be in the business of installation, integration, implementation and maintenance of mobile banking solution across Financial Institution/Banks in India and abroad with at least one such implementation in India on CAPEX model running successfully for one year or more in a Bank having more than 1000 branches

The bidder should be in the business of installation, integration, implementation and maintenance of mobile banking solution across Financial Institution/Banks in India or abroad. The proposed solution developed by Original Solution Developer (OSD) should have at-least one enterprise-wide implementation on CAPEX model running successfully for one year or more in a Bank having more than 1000 branches in India. One bidder can submit only one bid. OSD can participate either directly or through a bidder in only one bid (OSD to provide undertaking as per Annexure N in favour of one bidder only). Bank may decide to reject all bids if more than one bid is received from one OSD or the bidder.

2. 21 Section 5: Eligibility Criteria and Scope of Work, 5.1, Point 12

Bidder’s offered solution should be PA-DSS certified and the development/support centre of the bidder should be audited.

Proposed solution should be PA-DSS certified and the development / support centre of the OSD should be audited by reputed system auditor/management consultant for adherence to processes, security and extant guidelines.

3. 41 Section C TABLE - III Optional items (payable only if utilized)

Bank is expecting a ready mobile banking platform for its retail customers. However, the same would be further enriched to meet growing customer & market requirements in a secured and phased manner. The platform is procured as an optional item for new development like application development, reports, MIS, data extraction etc. on requirement basis.

4. 18 3.6. General Terms and Conditions, 3.6.22

Audit

No change in the RFP terms. It is clarified that the Bidder is to submit certificate of audit, IS audit, VAPT (Vulnerability Assessment and Penetration Testing) for the proposed solution not older than 6 months of the date of RFP. Bank would also arrange for regular audit of the system and its usability any time in the contract period. Bidder to arrange for necessary and timely rectification of all observations. The rectification/updation would be covered as part of ATS and no extra cost would be payable.

5. 20 Eligibility Criteria Bidder should be CMM3 or above certified The Original solution developer should be CMM3 or above certified.


6. 32 Annexure D: Functional / Technical Specifications, Point 75

f) Customer originated grouping of default transactions Requirement is dropped.


h) Application support for multiple languages, primarily multilingual and support advertisement of banking product within the mobile banking application.

Application should support multiple languages including multilingual user interface. It should also support multilingual advertisements of banking product within the mobile banking application. Such advertisement content / creatives would be provided by the bank and bidder is only expected to arrange for the display in the application at relevant places.


h) Send money from mobile to friend’s account (using nick name, mail id or social media credentials etc.).

Send money from mobile to friend’s account (using nick name/registered beneficiary, phone book contact, email id or social media credentials/other details etc.). Bidder to offer:

1. Sending money to registered account/beneficiary using the actual or nick name should be part of the solution.

2. Sending money using phonebook contact should be provided as part of the ATS.

3. Sending money using mail-id, social media or any other credentials should be customizable. This customization cost would be as per the agreed rate of technical support and agreement with bank at the time of development.

4. Bank will provide necessary access to mail server, sms gateway and arrange for interfacing details required for such interface.


Bidder should have implemented an enterprise wide mobile banking solution in Financial Institution(s) with online enquiry and transaction facility. The system should have interfaces with Core Banking system and other banking system for offering services to customers.

The bidder should be in the business of installation, integration, implementation and maintenance of mobile banking solution across Financial Institution/Banks in India or abroad. The proposed solution developed by Original Solution Developer (OSD) should have at-least one enterprise-wide implementation on CAPEX model running successfully for one year or more in a Bank having more than 1000 branches in India. One bidder can submit only one bid. OSD can participate either directly or through a bidder in only one bid (OSD to provide undertaking as per Annexure N in favour of one


bidder only). Bank may decide to reject all bids if more than one bid is received from one OSD or the bidder.

10. 28 Annexure-B – Eligibility Bid

Template

Bidder should be Original Solution Developer (OSD) / Original Equipment Manufacturer (OEM) / Authorised Agent / Partner of the Solution offered.

Bidder should be Original Solution Developer (OSD) / Original Equipment Manufacturer (OEM) of the Solution offered or agency authorized by the OSD to implement their solution on their behalf.


Tie-up with third party service providers for Utility bill payment/m-commerce/value added services.

Bidder should be able to interface with bill aggregator available/identified by bank. The interface details would be provided to the selected bidder. Bank may evaluate any arrangement already available with the bidder provided it offers more and prominent billers than available with bank. The selection discretion would be solely of the bank. The interface would be a part of the ATS and no separate charges would be payable.


Bidder needs to size, supply, commission and maintain the hardware and appropriate OS and Database for the application required as per the RFP.

Bank expects a multi-tier architecture viz. web, application and database servers with separate clusters (any of these three should not be fall back of other) for production environment at DC as well as DR sites. The DC DR would be one to one replica. UAT setup can have common application and database. The UAT setup is required only at DC. Storage would be provided by the bank and necessary interfacing cards/devices are mentioned in the hardware details. Bidder is required to include the interfacing card/device & drivers etc. in their proposal including commercial terms.



Network level security (firewall, SSL, antivirus, etc.) will be provided by the Bank. Operating system/ Database/ Application level security will have to be arranged by the Bidder and same will be validated by Bank’s security team. OS hardening and implementation of security profile would be in consultation with bank’s security team.

14. 30 Annexure D: Functional/Technical Specifications, Point 9

Brew Brew, optional

15. 34 Annexure D: Functional / Technical Specifications Security

Ability to deny access to handset that does not meet industry standard.

Bidder to ensure ability and the same should be parameterized / customizable as per bank’s requirement.

16. 26 Section 6 Payment terms for implementation services, AMC/ATS and post implementation support services

New clause: Please refer Addendum to Section 5.7. Annual Maintenance Contract (AMC) / Annual Technical Support (ATS).


17. 42 Commercial Bid Template Tax variations on TCO

Bidder to quote the price inclusive of all taxes including service tax. The invoice submitted for payment should have clear break-up of all components including various taxes/levies, their rates, amount and related details.

18.

28

Annexure-B – Eligibility Bid Template

The Bidder should have necessary arrangement / agreement / certification with Google / Apple / Windows etc. for uploading the application on the respective stores.

The Bidder / OSD should have necessary arrangement / agreement / certification with Google / Apple / Windows etc. for uploading the application on the respective stores.


Feature to provide M-Passbook through the application wherein the customer can download a copy of the same locally depending on the storage capacity of the handset and facility to mark custom remarks on the transaction entries and categorize with an option to search later offline without internet connection.

Requirement is dropped.


Provision to provide an additional software package for reconciliation of IMPS transactions, Fund transfer transactions and M-Commerce (Mobile Recharge/Bill Payment/DTH Recharge, etc.) transactions.

Requirement is dropped.

21. 20

Section 5: Eligibility Criteria and Scope of Work, 5.1, Point 6 Annexure B: Eligibility Bid template

Bidder should have never been blacklisted/ debarred by any Public sector/Govt./ Bank or Financial institution in India or abroad. Bidder / OSD should have never been blacklisted/ debarred by any Public sector/Govt./ Bank or Financial institution in India or abroad.


22. 46 Annexure - I Supporting documents to be submitted: List to also include Annexure- N: Authorization letter from OSD authorizing the bidder to implement their solution on their behalf.

23. 3

Last Date, Time and Place for receipts of offers Date and Time of Eligibility cum Technical Bid opening

16-04-2015, 3 PM Transaction Banking Department Bank of Baroda Baroda Sun Tower, 7th floor, C-34, G-Block, Bandra-Kurla Complex, Bandra (East), Mumbai - 400 051 16-04-2015, 4 PM

18-04-2015 (Saturday) 3 PM Transaction Banking Department Bank of Baroda Baroda Sun Tower, 7th floor, C-34, G-Block, Bandra-Kurla Complex, Bandra (East), Mumbai - 400 051 18-04-2015, 4 PM

Apart from the above changes, we are providing clarifications/additional information for better understanding of our RFP requirements. These inputs are based on the pre-bid queries and the meeting held with prospective bidders.


Annexure-B – Eligibility Bid Template

We confirm having complied with all the prescribed eligibility criteria as under:

Eligibility Criteria Compliance (Yes/No)

Details of proof submitted detailed /specific doc to be submitted

Bidder should be a Company registered in India under Companies Act 1956

Certificate of Incorporation and Certificate of Commencement of Business

Bidder should have implemented an enterprise wide mobile banking solution in Financial Institution(s) with online enquiry and transaction facility. The system should have interfaces with Core Banking system and other banking system for offering services to customers. The mobile banking solution may or may not be same as the proposed solution.

Certificate from bidder Bank-wise/Organization wise list of Mobile Banking implementations as per format in Annexure C

The proposed solution developed by Original Solution Developer (OSD) should have at-least one enterprise-wide implementation on CAPEX model running successfully for one year or more in a Bank having more than 1000 branches in India. One bidder can submit only one bid. OSD can participate either directly or through a bidder in only one bid (OSD to provide undertaking as per Annexure N in favour of one bidder only). Bank may decide to reject all bids if more than one bid is received from one OSD or the bidder.

Certificate as per format in Annexure H

The bidder must enclose at least two reference letters from Head Office / Central Office of Commercial Bank (other than Bank of Baroda) having Mobile Banking solution operationalized. The letter should be in English on the letterhead of the bank and signed by an Executive of the rank of Deputy General Manager or above. In case bidder’s implementations are different than the proposed solution then similar reference letters are also required for the OSD for its proposed solution.

Certificate as per format in Annexure H

Bidder should have a minimum annual turnover of Rs. 25 crores during last three financial years.

Audited Balance sheet for last 3 years along with complete auditor’s certificate/qualifications.

Bidder should have net profit during last three financial years. Audited Balance sheet/P&L or certificate from Chartered Accountant.

Bidder should be Original Solution Developer (OSD) / Original Equipment Manufacturer (OEM) of the Solution offered or agency authorized by the OSD to implement their solution on their behalf.

Letter of Undertaking in case of direct bidding by OSD. Additional, Authorization letter from OSD stating Bidder as the sole representative of their solution for this RFP process in case of participation through a bidder as per Annexure N


Eligibility Criteria Compliance (Yes/No)

Details of proof submitted detailed /specific doc to be submitted

provided at the last page of this document.

Bidder/OSD should have its own development and technical support centre in India at least since last one year.

Self-declaration on company letter head mentioning the development and technical support team size to be submitted.

Bidder should have infrastructure to provide local, dedicated support for the entire contract period and as and when demanded by the bank.

Undertaking duly signed by the bidder.

Bidder should be an ISO certified company. Certificate copy duly signed by the bidder

Original Solution Developer (OSD)should be CMM3 or above certified Certificate copy duly signed by OSD.

Proposed solution should be PA-DSS certified and the development / support centre of the OSD should be audited by reputed system auditor/management consultant for adherence to processes, security and extant guidelines.

Certificate for such audits conducted (not older than six months from the date of RFP). Bidder to submit certificate of audit, IS audit, VAPT (Vulnerability Assessment and Penetration Testing) for the proposed solution.

The OSD / Bidder’s arrangement / agreement / certification with Google / Apple / Windows etc. for uploading the application on the respective stores.

Certificate copy duly signed by the OSD/bidder.


Undertaking / Affidavit duly signed by the OSD/bidder.

We enclose the following documents to support the above mentioned claims.

SIGNATURE

(Name & Designation) (Seal of the firm)


Addendum to Abbreviations and other clarifications

OSD – Original Solution Developer Company that has developed the solution/platform for mobile banking application. OEM – Original Equipment Manufacturer Company that is selling/reselling the hardware for implementation of this solution. Audit: Bank would undertake to carry out security audit, vulnerability assessment, usability audit etc. by in-house team, third party independent auditors or reputed management consultants at specified intervals with prior information to the successful bidder. The bidder to provide unconditional and complete support to carry out the audit and arrange for rectification/updation of the findings as part of the ATS at no cost to the bank. ATS: Annual Technical Support. In this RFP, the work would include version update/upgrade, bug fixing, updation to meet any regulatory/statutory changes, security alerts, audit observations, implementation and post implementation support etc.. As there is a provision for a qualified onsite resource, bidder to ensure specified third party integrations, data extraction, report/MIS customization, template based updation etc. The resource would work in close co-ordination with bank’s team for development and trouble free operations. These changes/updations are part of ATS and no additional cost would be payable to the selected bidder. Major customization, mentioned in the RFP, would not be part of the ATS and bank would pay for the same based on the agreed rate of technical support and the agreement with bank at the time of development. Revision to 3.6.8. Penalty & Liquidated Damages RFP: Notwithstanding Bank’s right to cancel the order, liquidated damages at 1% (one percent) of the undelivered portion of the order value per week will be charged for every week’s delay in the specified delivery schedule subject to a maximum of 10% of the value of the order value. Bank reserves its right to recover these amounts by any mode such as adjusting from any payments to be made by Bank to the Bidder. Liquidated damages will be calculated on per week basis. Revised: Notwithstanding Bank’s right to cancel the order, penalty at 1% (one percent) of the undelivered portion of the order value per week will be charged for every week’s delay in the specified delivery schedule subject to a maximum of 10% of the value of the order value. Bank reserves its right to recover these amounts by any mode such as adjusting from any payments to be made by Bank to the Bidder. Penalty will be calculated on per week basis. Revision to 3.6.9. Indemnity


RFP: The successful bidder shall indemnify Bank and keep indemnified for against any loss or damage by executing an instrument to the effect on a Non-Judicial stamp paper that Bank may sustain on account of violation of patent, trademarks intellectual property rights, losses incurred due to malfunctioning of the proposed solution, interruption in use or unavailability of data, breach of confidentiality, by the employees of the successful bidder etc. Revised: The successful bidder shall indemnify Bank and keep indemnified for against any loss or damage by executing an instrument to the effect on a Non-Judicial stamp paper that Bank may sustain on account of violation of patent, trademarks intellectual property rights, losses incurred due to malfunctioning of the proposed solution, interruption in use or unavailability of data, breach of confidentiality, any gross negligence by the employees of the successful bidder etc. Addendum to 3.6.22. Audit It is clarified that the Bidder is to submit certificate of audit, IS audit, VAPT (Vulnerability Assessment and Penetration Testing) for the proposed solution not older than 6 months of the date of RFP. Bank would also arrange for regular audit of the system and its usability any time in the contract period. Bidder to arrange for necessary and timely rectification of all observations. The rectification/updation would be covered as part of ATS and no extra cost would be payable. Revision to 5.1. Eligibility Criteria RFP: 1. The bidder should be in the business of installation, integration, implementation and maintenance of mobile banking solution across Financial

Institution/Banks in India and abroad with at least one such implementation in India on CAPEX model running successfully for one year or more in a Bank having more than 1000 branches.

2. Bidder should have never been blacklisted/debarred by Central/State Govt. Dept., Bank, Financial Institution or any other organization in India or abroad. 3. Bidder’s offered solution should be PA-DSS certified and the development/support centre of the bidder should be audited. 4. The Bidder should have necessary arrangement / agreement / certification with Google / Apple / Windows etc. for uploading the application on the

respective stores. 5. Bidder should be above CMM (Capability Maturity Model) 3 standards certified. Revised: 1. The bidder should be in the business of installation, integration, implementation and maintenance of mobile banking solution across Financial

Institution/Banks in India or abroad. The proposed solution developed by Original Solution Developer (OSD) should have at-least one enterprise-wide implementation on CAPEX model running successfully for one year or more in a Bank having more than 1000 branches in India. One bidder can submit only one bid. OSD can participate either directly or through a bidder in only one bid (OSD to provide undertaking as per Annexure N in favour of one bidder only). Bank may decide to reject all bids if more than one bid is received from one OSD or the bidder.

2. Bidder / OSD should have never been blacklisted/debarred by any Public sector/Govt./ Bank or Financial institution in India or abroad in last 3 years prior to the date of issuance of this RFP.


3. Proposed solution should be PA-DSS certified and the development / support centre of the OSD should be audited by reputed system auditor/management consultant for adherence to processes, security and extant guidelines.

4. The OSD / Bidder should have necessary arrangement / agreement / certification with Google / Apple / Windows etc. for uploading the application on the respective stores.

5. The Original solution developer should be CMM3 or above certified. Addendum to 5.2. Broad Scope of Work The scope of work of the proposed mobile banking solution is not restricted to only domestic operations but should extend to cover Bank’s domestic operations, Regional Rural banks(RRB’s), subsidiaries in India and branches, offices and subsidiaries in overseas centres. The requirement at RRB’s, subsidiaries, overseas centres are on need basis. Currently, bank proposes to include six overseas territories in addition to domestic operations. The hardware and application licensing requirement would be common with separate instances running for RRB’s, subsidiaries and overseas territories. Implementation cost for overseas territories would be payable separately which would also include the cost of customization as well.

Addendum to Section 5.7. Annual Maintenance Contract (AMC) / Annual Technical Support (ATS) 1. AMC/ATS for Hardware & Software and Support services will be paid once in every 6 month at the starting of the Half year. Revision to Section 6: Payment Terms, Support Services and Miscellaneous Terms/Requirements RFP: 1. Software: 60% payment of the software cost will be made on successful implementation of the solution, training and sharing of the details with Bank. 2. 30% payment of the software cost will be made after satisfactory working of solution for three months after successful implementation. 3. 10% payment of the software cost will be made after six months of successful implementation. Revised: 1. Software: 60% payment of the software cost will be made at the end of three months or earlier on successful implementation of the basic module of the

solution, testing, training and sharing of the details with Bank. 2. 30% payment of the software cost will be made after satisfactory working of solution after six months of successful implementation of the basic module

and complete implementation of the solution as per Bank’s requirement. 3. 10% payment of the software cost will be made after one year of successful implementation.

Addendum to Section 6: Payment Terms, Support Services and Miscellaneous Terms/Requirements Bank has procured duty free credit scrips under served from India scheme of Govt. of India issued by Directorate General of Foreign Trade. Duty free credit scrips can be utilized for imports/purchase of any capital goods etc., towards payment of Custom duty/Excise duty. Bank will issue the Duty free credit scrips to set off the custom duty/excise duty which must be acceptable to the bidder. While preparing the bills/invoices the custom duty/excise duty components, if


any, must be mentioned separately and the duty free credit scrips must be acceptable to the bidder towards payment of custom duty/excise duty. The Bidder is required to provide utilization details of scrips and return the original as and when requested by the Bank. Revision and addendum to Annexure M: Hardware/Software Specification

RFP: 1. Bidder needs to size, supply, commission and maintain the hardware and appropriate OS and Database for the application required as per the RFP.

2. Bidder should quote for OS and Database to meet the enterprise-wide requirement. The licenses should be procured in the name of the bank (provide

details in the bid document).

3. Bidder should ensure that the servers are configured for load balancing to be able to cater to multiple requests ranging from 150-200 with reasonable response time. Preference would be given to the Vendor committing to offer the lowest response time. Any deviation from the committed response time would attract penalty as per the terms of the SLA.

4. Storage and backup option should be external as per the solution proposed by the vendor. The bidder as part of technical proposal should provide a solution with external storage and external backup options. The proposal should clearly indicate the external storage capacity in detail. Bank would use the existing infrastructure for both external storage and backup hence the bidder need not quote these in their commercial proposal.

Revised:

1. Bidder needs to size, supply, commission and maintain the hardware and appropriate OS and Database for the application required as per the RFP. Bank expects a multi-tier architecture viz. web, application and database servers with separate clusters (any of these three should not be fall back of other) for production environment at DC as well as DR sites. The DC DR would be one to one replica. UAT setup can have common application and database. The UAT setup is required only at DC. Storage would be provided by the bank. Bidder is required to include the interfacing card/device & drivers etc. in their proposal including commercial terms

2. Bidder should quote for OS, Database and Application to meet the enterprise-wide requirement. The licenses should be procured in the name of the bank (provide details in the bid document). OS, database and application license should include bank’s domestic branches, offices, regional rural banks, subsidiaries and overseas offices, branches and subsidiaries. Network level security (firewall, SSL, antivirus, etc.) will be provided by the Bank. Operating system/ Database/ Application level security will have to be arranged by the Bidder and same will be validated by Bank’s security team. OS hardening and implementation of security profile would be in consultation with bank’s security team.

3. Bidder should ensure that the servers are configured for load balancing to be able to cater to multiple requests with adequate scalability for users and simultaneous requests with reasonable response time. Preference would be given to the Vendor committing to offer the lowest response time. Any deviation from the committed response time would attract penalty as per the terms of the SLA.

4. The bidder as part of technical proposal should provide a solution with external storage and backup options. The proposal should clearly indicate the storage capacity in detail. Bank would use its existing infrastructure for both external storage and backup hence the bidder need not quote these in their commercial proposal. For interfacing with bank’s storage system, HBA (Fiber Channel Card) will be required. Bidder to include cost of card/device, its drivers/software and arrange for interfacing in coordination with bank’s team. The associated cost will have to be included in the commercial offer of the bidder.


Basic Module of Mobile Banking to be developed and deployed within 3 months of acceptance of Purchase order:

Banking: 1) Account Balance Enquiry 2) Account Mini Statement 3) Fund Transfer Within Bank – Mobile to Mobile – Quick fund transfer (without Beneficiary registration)

– Beneficiary Registration/Deregistration / Enquiry – Beneficiary Payment – Mobile to Account – Quick fund transfer (without Beneficiary registration)

– Beneficiary Registration/Deregistration / Enquiry – Beneficiary Payment

Other Bank – NEFT – Beneficiary Registration/Deregistration / Enquiry – Beneficiary Payment – IFSC/Bank search

Other Bank – IMPS – 1) Fund transfer - to Mobile no. 2) Fund transfer - to Account no. 3) Fund transfer - to AADHAAR no. 4) IMPS Merchant Payment 5) Generate OTP 6) Generate / Retrieve / Cancel MMID 7) Registered IMPS – Mobile no., Account no. , AADHAAR no., Merchant

MCommerce: Mobile Recharge Other services: 1) Request for Stop Payment of Cheque 2) Cheque Status Enquiry 3) Interest Calculators 4) Transaction Log/History 5) Product information/promotion 6) Fetching Other Accounts of the Customer for linking 7) Configure/Update Email ID 8) Change Login Password 9) Change mPIN


10) Customer notification 11) ATM / Lobby locator 12) Context sensitive help 13) Application Status - Version no. , release no., release date, new release available indicator

Annexure E: Commercial Bid Template SECTION – A TABLE - I Cost of hardware and other software requirements (excluding application software) (Infrastructure is required for DC and DR sites, please quote right quantity) Hardware requirements Unit Rate Amount inclusive of taxes

1. Total cost of Hardware requirements for successful implementation of the solution as per the technical specifications/requirements/scope of work as mentioned in the RFP document.(Amount in Rupees) (Please provide detailed hardware configuration along with part number and item-wise break up)

Software requirements

2. Total cost of Operating System (OS) enterprise licenses required for the entire project. (Amount in Rupees) (Please provide details of the OS required)

3. Total Cost of Database Licenses required for successful implementation of the solution in Bank of Baroda, its RRB’s, subsidiaries, associates and six overseas territories (enterprise-wide license). (Amount in Rupees) (Please provide details of database required)

4. Total cost of any other software / middleware / servers required for successful implementation of the solution. (Amount in Rupees) (Please provide details)


5. AMC cost of Hardware, as % per year of cost specified in point no.1 above: 1

st year under warranty

2nd

year 6 % of Hardware cost 3

rd year 6% of Hardware cost

4th

year 8% of Hardware cost

6. a) ATS cost of Operating System, as % per year of cost specified in point no.2 above: 1st year under warranty 2nd , 3rd and 4th year at 6% of the cost of Operating System

b) ATS cost of Database, as % per year of cost specified in point no.3 above: 1st year under warranty 2nd , 3rd and 4th year at 6% of the cost of Database

7. ATS cost of other software licenses required for implementation of solution as specified in the RFP. 1st year under warranty 2nd , 3rd and 4th year at 6% of the cost specified in point no.4 above.

8. Cost for post implementation support: L2 Engineer onsite (full time, onsite for one year) (L2-Level2-middle level professional with necessary qualification, expertise in mobile applications development & support, and thorough knowledge of the proposed solution so as to support / troubleshoot the problem on-site within minimum possible time)

9. Any other cost for turnkey implementation, please specify the work as well.

Total [P]

Note: Bank is taking the commercials (Section-A) for hardware, operating system and database for implementation of the mobile banking solution for TCO. However, Bank may or may not procure hardware, operating system and/or database from the successful bidder. In such case the amount quoted for these items would not be payable. Also, in such scenario, the maintenance of the system would be the responsibility of the bank.


SECTION-B (Application Software) TABLE - II Sl. No. Item Rate Amount inclusive of taxes

1. License cost: All inclusive perpetual cost of mobile banking solution license at both sites DC and DR for Bank of Baroda and its RRBs, subsidiaries, associates and six overseas territories currently and others may be added at a later date(enterprise solution). The implementation at these entities would on based on bank’s requirement and schedule.

2. Implementation cost particulars: a) Installation, implementation and other related expenditure for

domestic operations for setting up of the Mobile Banking solution as per the technical specifications/requirements/scope of work, including selected data updation from existing system, training to the Bank staff , initial bug fixing, testing, customization to meet audit / usability audit observations.

b) Implementation cost of each territory including one time/pre-installation customization (rate to be quoted. The amount provided here would be for six territories for TCO purpose)

3. Annual Technical Support (ATS) for the mobile banking solution for domestic and overseas operations after free warranty period of One Year, as % per year of the application license cost specified above in point no.1 Second year @ 14% Third year @ 14% Fourth year @ 14% Subsequent years, if desired by Bank on mutually agreed terms

4. Technical support for post implementation development/ customization and new requirements (no. of man-days) Requirement of 75 man-days per year. First year would be for implementation, bug fixing and thus applicable only for 2

nd, 3

rd and 4

th year = 225 man days. Please note that

225 man days are included for TCO purposes however, bank would be paying as per the exact utilization at this rate.

Rate per man day X 225

Total [Q]

SECTION-C TABLE – III Optional items (payable only if utilized)


Sl. No. Item Amount inclusive of taxes

1. Development platform (for bank team to develop interfaces, reports, new mobile applications etc. with interface to the solution)

2. Advance technical training (2-3 weeks) to bank staff with complete architecture, design, development and product interfacing specification. With this training bank officials should be able to start developmental activities independently. This training can be organized at bank/company premises without any lodging/boarding requirements.

3. Refresher advance technical training (1 week every year) till contract period

Total [R]

Table - IV

TCO [P] + [Q] + [R] (in Rs.) (Figures) (Words)

Note: All quotes to be in INR with no linkage with foreign currency fluctuations, external /internal dependencies etc. and should be inclusive of all taxes. All clarifications other than mentioned as part of ATS or customization would have to be provided as part of the solution at no extra cost to Bank. Place: AUTHORISED SIGNATORY Date: Name: TOTAL COST OF OWNERSHIP (TCO):

1. TCO refers to the aggregate amounts payable by the Bank over the entire period of the contract

2. TCO shall encompass but not be limited to the following:

Cost of the product or services.

License fee (enterprise wide) including OS/Data Base/Application licenses

All existing taxes (including sales tax/VAT, service tax etc.), duties and levies. Break-up of tax type with details to be provided in the invoice.

Implementation and commissioning charges.

Comprehensive one year (Year 1) on-site warranty of the solution covering all components and services as specified in the RFP.

Annual Maintenance Charges for 3 years after completion of warranty as specified in the RFP document. The AMC would be comprehensive onsite

inclusive of hardware, software and support charges.


Training costs for the product/service as defined in RFP.

Any other cost expected by bidder for timely and efficient implementation of the project as specified in the RFP shall be included by the bidder.

Revision to Mandatory requirements:

Mandatory requirements

Proposed solution should support all types of handsets, for e.g. GSM, CDMA, USSD/NUUP, Android, Windows, Symbian, RIM based system etc. Attractive User Interface with optimised user inputs and multilingual support.

Proposed solution to work on varied communication modes and support GPRS, SMS, USSD and WAP based transactions.

Ready availability of basic module of mobile banking (as specified in the Addendum at page no.36) and Support for facilities like utility bill payments, tickets booking, m-commerce etc.

Solution must conform to all operation / security guidelines prescribed by the regulatory / statutory bodies such as RBI, TRAI, NPCI etc.

Offered solution should be PA-DSS compliant with a recent (not earlier than 6 months from the date of this RFP) security and usability audit.

Offered solution should have been designed on multi-layered architecture (Web & Application server, Database).

Solution to be completely color customised and branded as per banks specifications.

Administrator web portal/dashboard for accessing customer records and transaction query with proper risk mitigation measures and support to generate MIS/ report.

Availability of web portal for call logging/issue reporting with access to banks team for timely resolution and reporting.

Support for training, audit and testing.


Annexure- N: Authorization letter from OSD authorizing the bidder to implement their solution on their behalf

The General Manager Dated:

(Transaction Banking)

Bank of Baroda

Baroda Sun Tower, 7th floor

C-34, G-Block, Bandra-Kurla Complex Bandra (East)

Mumbai 400 051

Dear Sir,

Ref: RFP No. Dated for Implementation of Mobile Banking Solution in Bank of Baroda

We, M/s (Name of the OSD), who are the Original Solution Developer of (Name of the solution) do hereby

authorize M/s (Name of the Bidder) to submit bid, and if shortlisted, sign the contract with your bank for implementation of Our Solution as

per the specifications provided in the captioned bid document.

We duly authorize the said company to act on our behalf in fulfilling installation, technical support and maintenance obligations required by the contract.

We also state that our sole participation in this bid would be through the above said solution and the bidder. We will not be participating in this bid through

any other bidder.

We also undertake to provide any/all changes in our arrangement with the bidder to the bank in writing and against acknowledgement.

We hereby extend our full guarantee/warrantee as per the contract for the solution and services offered by the bidder for this bid.

We also undertake that in the event of the bidder failing to perform its obligations under the Contract for any reason whatsoever, we shall perform all the

pending obligations as if the contract were between the bank and us.

SIGNATURE of the Authorised signatory

(Name & Designation, seal of the OSD Company)

Documents

RFP for implementation of Mobile Banking Solution (Ref … · RFP for implementation of Mobile Banking Solution ... Software: 60% payment of the ... re Specification