The Nainital Bank Ltd.

Transcription

1 Request for Proposal Appointment of a Consulting Partner for Design, Build, Launch and Post-launch services for an end-to-end Digital Venture Set The Nainital Bank Ltd. CIN No. U UR1922 PLC Regd. Office: G.B. Pant Road, Nainital Uttarakhand RFP No. 01/NTB/ Date: August 03, 2017

2 Appointment of a Consulting Partner and Implementation Firm for Design, Build, Launch, and Post-launch services for an end- to- end Digital Venture Set Key Information on the RFP Response Submission Particulars Timeline 1 RFP Issuance Date August 3, 2017 (Thursday) 2 RFP Co-ordinator Dr. Hemant Adarkar Telephone id Address for Proposal Submission digitalventure@nainitalbank.co.in 3 Last Date of Written request for August 7, 2017 (Monday) Clarifications Before the Pre-bid Meeting 4 Date, Time & Venue of the Pre bid Meeting 5 Last Date of Submission of RFP Response (Closing Date) 6 Eligibility Cum Technical Proposal Opening Date 7 Application Money INR 50,000 8 Proposal Security (Earnest Money Deposit or EMD) RFP coordinator C/o Regional Manager, The Nainital Bank Limited, IInd Floor, 33 Panchkuian Road, New Delhi, Pin August 9, 2017, PM (Wednesday) Regional Manager, The Nainital Bank Limited, IInd floor, 33 Panchkuian Road, New Delhi August 23, 2017 (Wednesday) 4:00 PM August 23, :15 pm (Wednesday) Regional Office, The Nainital Bank Limited, IInd Floor, 33 Panchkuian Road, New Delhi Pin INR 25 lakh Table 1. Key Information Page 2 of 55

3 Definition of Terms used in the RFP: Following terms are used in the document interchangeably to mean: 1. Bank or Nainital Bank means The Nainital Bank Limited 2. RFP means the Request for Proposal document. 3. Bidder/ Respondent/ Recipient means interested and eligible applicants responding to this RFP. 4. Proposal/ Bid/ Tender means Response to the RFP Document. 5. Personnel/ Resources means professionals and support staff provided by the Bidder. 6. Contract or Agreement means the Contract signed by the Parties and all the attached documents and the Appendices, consequent to the completion of the proceedings as per the RFP. 7. Day means calendar day. 8. Scheduled Bank means a bank which is listed in the Second Schedule of the Reserve Bank of India Act, Successful/ Selected Bidder/ Organization means the Bidder selected as the successful Bidder by the Bank in accordance with this RFP. Confidentiality This document is meant for the specific use by the Company / person/s interested to participate in the RFP process. This document in its entirety is subject to Copyright Laws. Nainital Bank expects the Bidders or any person acting on behalf of the Bidders strictly adhere to the instructions given in the document and maintain confidentiality of information. The Bidders will be held responsible for any misuse of information contained in the document, and are liable to be prosecuted by the Bank, in the event that such a circumstance is brought to the notice of the Bank. By downloading the document, the interested party is subject to confidentiality clauses. Page 3 of 55

4 Contents 1 Introduction Introduction and Disclaimer Information Provided Disclaimer Costs Borne by Respondents Recipient Obligation to Inform Itself Evaluation of Offers Errors and Omissions Terms of the RFP Response RFP Response Submission Application Money Registration of RFP Response RFP Validity period Appointment period Communication on the RFP Notification Disqualification Language Formats of Bids Timeframe RFP Response Submission Details Pre Bid Queries: Format for Technical Proposal Envelope 3: Financial Proposal Earnest Money Deposit Financial Proposal Terms of Reference Introduction and Project Overview Purpose Scope Opening of Technical Proposal Preliminary Scrutiny Technical Evaluation Techno-Financial evaluation criteria Technical Proposal evaluation criteria Terms and conditions General...24 Page 4 of 55

5 4.1.1 General Terms Rules for Responding to this RFP Price Bids Normalization of bids Others Other RFP Requirements Contract Commitment Partnering with Other Firms: General Terms and Conditions Dispute Resolution Governing Laws Notices and other Communication Force Majeure Assignment Waiver Confidentiality Termination Publicity Solicitation of Employees Inspection of Records Compliance with Laws Indemnity Corrupt and Fraudulent Practices Violation of Terms Authorized Signatory Service Level Agreement and Non-Disclosure Agreement Right to Reject Bids Limitation of Liability Third party software Deviations and assumptions Disclaimer...41 Annexure 1 Technical Proposal Covering Letter...42 Annexure 3 Partner Capabilities...45 Annexure 4 Approach & Methodology...46 Annexure 5 Proposed list of Key personnel...47 Annexure 6 Financial Proposal Format...48 Annexure 7 Undertaking Annexure 8 Conformity with Hardcopy Letter...50 Annexure 9 Conformity Letter...51 Page 5 of 55

6 Annexure 10 - Bid Security Format...52 Annexure 11 Letter of Authorization to Bid...53 Annexure 12 Support SLAs...54 Annexure 13- Format for RFP Queries.. 55 Page 6 of 55

7 1 Introduction 1.1 Introduction and Disclaimer This Request for Proposal (RFP) document has been prepared solely for the purpose of enabling Nainital Bank ( the Bank ) to appoint a Consulting Partner for Design, Build, Launch, and Post-launch services for an end-toend Digital Venture Set. The RFP document is not recommendation, offer or invitation to enter into a contract, agreement or any other arrangement, in respect of the services. The provision of the services is subject to observance of selection process and appropriate documentation being agreed between the Bank and any successful Bidder as identified by the Bank, after completion of the selection process as detailed in this RFP document. The RFP document is intended solely for the information of the party to whom it is issued ( the Recipient or the Respondent ) and no other person or organization. Nainital Bank hereby invites responses from renowned Bidders for Appointment of a Consulting Partner for the Digital Venture. 1.2 Information Provided The RFP document contains statements derived from information that is believed to be true and reliable at the date obtained but does not purport to provide all the information that may be necessary or desirable to enable an intending contracting party to determine whether or not to enter into a contract or arrangement with the Bank in relation to the provision of services. Neither the Bank nor any of its directors, officers, employees, agents, principals, representative, contractors, or advisers gives any representation or warranty (whether oral or written), express or implied as to the accuracy, updating or completeness of any writings, information or statement given or made in this RFP document. 1.3 Disclaimer Subject to any law to the contrary, and to the maximum extent permitted by law, the Bank and its directors, officers, employees, contractors, representatives, agents, and advisers disclaim all liability from any loss, claim, expense (including, without limitation, any legal fees, costs, charges, demands, actions, liabilities, expenses or disbursements incurred therein or incidental thereto) or damage, (whether foreseeable or not) ( Losses ) suffered by any person acting on or refraining from acting because of any presumptions or information (whether oral or written and whether express or implied), including forecasts, statements, estimates, or projections contained in this RFP document or conduct ancillary to it whether or not the Losses arise in connection with any ignorance, negligence, inattention, casualness, disregard, omission, default, lack of care, immature information, falsification or misrepresentation on the part of the Bank or any of its directors, officers, employees, contractors, representatives, agents, or advisers. 1.4 Costs Borne by Respondents All costs and expenses (whether in terms of time or money) incurred by the Recipient/ Respondent in any way associated with the development, preparation and submission of responses, including but not limited to attendance at meetings, discussions, demonstrations, etc. and providing any additional information required by the Bank, will be borne entirely and exclusively by the Recipient/ Respondent. 1.5 Recipient Obligation to Inform Itself The Recipient must apply its own care and conduct its own investigation and analysis regarding any information contained in the RFP document and the meaning and impact of that information. Page 7 of 55

8 1.6 Evaluation of Offers Each Recipient acknowledges and accepts that the Bank may, in its sole and absolute discretion, apply whatever criteria it deems appropriate in the selection of Partner, not limited to those selection criteria set out in this RFP document. The issuance of RFP document is merely an invitation to offer and must not be construed as any agreement or contract or arrangement nor would it be construed as any investigation or review carried out by a Recipient. The Recipient unconditionally acknowledges by submitting its response to this RFP document that it has not relied on any idea, information, statement, representation, or warranty given in this RFP document. 1.7 Errors and Omissions Each Recipient should notify the Bank of any error, fault, omission, or discrepancy found in this RFP document but not later than last date of receiving clarifications as specified in (Table 1: key information). Page 8 of 55

9 2 Terms of the RFP Response 2.1 RFP Response Submission Application Money Application Money as mentioned in Key Information on the RFP Response Submission by way of Demand Draft / Bankers Cheque favouring The Nainital Bank Ltd., payable at Delhi, which is non-refundable, must be submitted separately along with RFP response. The Bank may, at its discretion, reject any Bidders where application money has not been furnished with the RFP response. 2.2 Registration of RFP Response Registration of RFP response will be effected by the Bank by making an entry in a separate register kept for the purpose upon the Bank receiving the RFP response in the above manner. The registration must contain all documents, information, and details required by this RFP. If the submission to this RFP does not include all the documents and information required or is incomplete or submission is through , the RFP is liable to be summarily rejected. All submissions, including any supporting documents, (excluding Bidder s intellectual property in such submissions) will become the property of the Bank and the recipient shall be deemed to have licensed, and granted all rights to, the Bank to reproduce the whole or any portion of their submission for the sole purpose of evaluation of this RFP. 2.3 RFP Validity period RFP responses must remain valid and open for evaluation according to their terms for a period of at least 90 days from the RFP opening date. 2.4 Appointment period The eligible bidders after the evaluation process would be appointed with the Bank for a period of 18 Months to begin with. This will be extendable potentially on a monthly basis if and as needed, from the date of appointment at the mutual agreement of the parties capped at a total of 24 months. 2.5 Communication on the RFP Bidders/Recipients are required to direct all communication and questions if any relating to the RFP in writing to the address specified and as per the timelines specified. The Respondent must communicate all queries / clarifications in writing on or before last date of receiving request for clarification as per details given in the RFP. The Bank will try to reply, without any obligation in respect thereof, every reasonable query raised by the Respondents in the manner specified. Any changes to the RFP will be communicated as Addendum to the RFP and will be published on Banks website under tenders section only. However, the Bank will not answer any communication initiated by the Respondents beyond the dates provided in Key Information on the RFP Response Submission. However, the Bank may in its absolute discretion seek, but under no obligation to seek, additional information or material from any Respondents after the RFP closes and all such information and material provided must be taken to form part of that Respondent s response. Respondents should invariably provide details of their address as any clarifications required by the Bank against the response to the RFP will only be communicated to the Respondent via . If Bank in its sole and Page 9 of 55

10 absolute discretion deems that the originator of the query will gain an advantage by a response to a question, then Bank reserves the right to communicate such response to all Respondents. The Bank may in its absolute discretion engage in discussion or negotiation with any Respondent (or simultaneously with more than one Respondent) after the RFP closes to improve or clarify any response. 2.6 Notification The Bank will notify all the Respondents in writing as soon as practicable post completion of the RFP Evaluation on the outcome of the process. The Bank is not obliged to provide any reasons for any such acceptance or rejection. 2.7 Disqualification Any form of canvassing/lobbying/influence will result in disqualification at the sole discretion of the Bank. 2.8 Language The RFP response prepared by the Bidders, as well as all correspondence and documents relating to the RFP exchanged by the Bidders and the Bank and supporting documents and printed literature shall be in the English language only. 2.9 Formats of Bids The respondents should use the formats prescribed by the Bank in submission of the RFP Response. The Bank reserves the right to ascertain information from the banks and other institutions to which the Bidders have rendered their services for execution of similar projects Timeframe The timeframe provided at the start of this document (Table 1: Key information) is for the overall selection process. The Bank reserves the right to vary this timeframe at its absolute and sole discretion and without providing any notice/intimation or reasons thereof. Changes to the timeframe will be relayed to the affected Respondents during the process. The time schedule will be strictly followed. Interested parties are expected to adhere to these timelines. However, the Bank reserves the right to change the aforementioned timelines RFP Response Submission Details Eligibility & Technical Proposals shall be submitted in a Master envelope super scribing: ELIGIBILITY CUM TECHNICAL PROPOSAL FOR THE NAINITAL BANK REQUEST FOR PROPOSAL FOR APPOINTMENT OF A CONSULTING PARTNER FOR DESIGN, BUILD, LAUNCH, AND POST-LAUNCH SERVICES FOR AN END TO END DIGITAL VENTURE SET UP SUBMITTED BY. on the top of the sub-envelope containing the Eligibility Bid. BIDDER DETAILS should be provided on the main envelope as well as sub envelopes which include: CONTACT PERSON NAME: ADDRESS: CONTACT NUMBER: The sub-envelope should also have the Application Money Demand Draft and the EMD as specified. This envelope should also have the CD of the Technical Proposal submission. Page 10 of 55

11 The RFP response document should be submitted to the Bank in duplicate in hard copies i.e. two sets of envelope (One containing original and the other having the duplicate set) clearly mentioning ORIGINAL / DUPLICATE as applicable in each envelope set. In case of any discrepancy, the ORIGINAL will be treated as the final for the purpose of evaluation of the Technical Proposal. ELIGIBILITY CRITERIA S. No Eligibility Criteria Support Documents to be submitted 1 The Bidder should be registered under the Companies Act 2013 (or erstwhile Companies Act 1956) or a partnership firm registered under LLP Act, It should not be Individual / Proprietary Firm/ HUF etc. 2 The Bidder should have been operating in India for the last five years. 3 The Bidder s sales turnover generated globally during each of the last three financial years (as per the last published Balance sheet, , and ), should be at least INR 500 crore 4 The Bidder should be a profit making entity over the past three years in India 5 The Bidder should have never been blacklisted or disqualified or barred by any Regulator/ PSB/ PSU/ Bank/ Government Entity in India 6 The Bidder should have completed at least 3 Digital Banking Setup or Transformation assignments. At least one of these should be in the lead role for a Greenfield Digital Bank set up in India or overseas. Where digital banking refers to Bank setup / transformation with digital customer interactions and digital operations primarily in a straight through manner that helps a business achieve fundamentally different economics. Mere implementation of internet banking/ mobile banking solutions will not qualify as Digital Certified copy of the Certificate of Incorporation issued by the Registrar of Companies/ Partnership Deed in case of Partnerships and Certificate of Commencement of business issued by the Registrar of Companies (For Companies) and relevant Incorporation/ Registration Certificate of RoC (For LLPs). Certificate of Incorporation, Selfdeclaration, PAN, TAN, GST Registration and any other related/ supporting document for the Bidder. Certified copies of Audited Financial Statements or certificate from Auditors providing the revenue/ income details for the last 3 years for the Bidder. Certified copies of Audited Financial Statements (and Annual Reports, if applicable) for the last three financial years for the Bidder A self-declaration on the Bidder's letter head and it must read as: We confirm that our Company/ firm does not have any pecuniary liability nor any judicial proceedings or any restraint restricting us in fulfilling the Bidder services. Bidder must provide a minimum of 3 client references and case studies Page 11 of 55

12 S. No Eligibility Criteria Support Documents to be submitted Banking credentials. Work should include both business consulting / digital design and technology implementation. The Bank reserves the right to decide whether a given credential meets the digital banking definition or not 7 The Bidder along with firm(s) associated with the Bidder for the purpose of this Bid should have capabilities in all of the following areas specified below: Business Consulting Technology Consulting (Strategy, Enterprise Architecture, Core systems selection, Application / Infrastructure Consulting, setting up a project management office) Brand Design Branch Design Digital Marketing and Content Creation System Integration and Application Development User Experience and Visual Design Analytics Mobility 8 The Bidder to provide information that any of its subsidiary or associate or holding company or companies having common director/s or companies in the same group of promoters/management or partnership firms/llps having common partners has not participated in the bid process. 9 The Bidder to provide an undertaking on his letter head that all the technical features highlighted as part of Technical Scope are covered in totality in the proposal submitted by the bidder. Completed Annexure 3 with Case Studies Analyst rankings, reports, evidence of thought leadership via publications and / or other reports etc. Letter of confirmation (self certified letter signed by authorized official of the bidder) Letter of confirmation from bidder. Eligibility Criteria Only Bidding firms that fulfill all the eligibility criteria as mentioned above (Table 2: Eligibility Criteria) are eligible to participate in this Bid. The Bidder should submit their responses along with documentary evidence and self-declaration, as required for the above eligibility criteria. Proposals of those bidders, who do not fulfill all the eligibility criteria as stated in full, will be summarily rejected. Bidding firms fulfilling the eligibility criteria as laid out above will proceed to the next stage of the Technical Evaluation. The Bank s discretion on Eligibility Criteria is final. ENVELOPE 1: (Eligibility Criteria): The requisite certificates and documents supporting the eligibility criterion should be submitted in Envelope 1 separately to the Bank address as specified. Page 12 of 55

13 2.12 Pre Bid Queries: The Bidders should carefully examine, understand the scope and terms and conditions of the RFP and may seek clarifications, if required. The bidders in all such cases, seek clarification in writing in advance, in the same serial order of the RFP by mentioning the relevant Page number and clause number of the RFP the format for this should be as per Annexure 13. All communications regarding points requiring clarifications on doubts, if any, shall be given in writing to the RFP coordinator by the intending bidders before the timelines specified Format for Technical Proposal The Technical Proposal should be made in an organized, structured and neat manner. Brochures/ leaflets should not be submitted in loose form. The suggested format for submission of the Technical Proposal is as follows: Technical Proposal Covering Letter (As per Annexure 1) Eligibility criteria (As per Annexure 2) Bidder Capabilities (As per Annexure 3) Detailed Activities and expected Manpower to be deployed (As per Table 1 in section 3.3 Scope) System Implementation and Application Development Details (Table 2 in section 3.3 Scope) Approach and Methodology (As per Annexure 4) Proposed list of Key personnel (As per Annexure 5) Undertaking (As per Annexure 7) Conformity with Hardcopy Letter (As per Annexure 9) ENVELOPE 2: Technical Proposal - 2 Copies i.e. (Hard Copy and Soft Copy) The Technical proposal should be submitted in the form of one hard copy and one soft copy. Hard Copy should be placed in a sealed envelope super-scribed as TECHNICAL PROPOSAL. Soft Copy should be submitted in a CD in a sealed envelope marked SOFT COPY OF TECHNICAL PROPOSAL. These two sealed envelopes must be placed in a single sealed envelope super-scribed as Technical Bid for Request for Proposal for Appointment of a Consulting partner for Design, Build, Launch, and Post-launch services for an end to end Digital venture set up The Technical Proposal should be complete in all respects and should contain all information as specified in the RFP, with the exception of the Financial Proposal. The Technical Proposal should not contain any price information; any firms disclosing the Financial Proposal information in the Technical Proposal will be summarily rejected. Two copies of the Technical Proposal should be submitted (both in one closed envelope to the Bank (One each marked as Hard Copy and Soft Copy). The Technical Proposal should indicate the ideas, solutions and processes suggested in Scope of Engagement. All the relevant pages of the proposal are to be numbered and signed by an authorized signatory on behalf of the Bidding firm. The number should be a unique serial number across the document. The Bidder should provide documentary evidence of the authorised signatory for the purpose of this RFP. The RFP response shall be in the English language only. The contact name, ID and telephone numbers (mobile & landline) of the Bidding firm shall also be indicated on the sealed cover. EMD (DD) and Application Money (DD) should be placed in the original Technical Proposal submitted to the Bank. Page 13 of 55

14 2.14 Envelope 3: Financial Proposal The Financial Proposal needs to be provided in the template provided in Annexure 6. Financial proposal should be submitted in the form of one hard copy. Hard Copy should be placed in a sealed envelope super-scribed as FINANCIAL PROPOSAL for Request for Proposal for Appointment of a Consulting Partner for Design, Build, Launch, and Post-launch services for end to end Digital venture set up. The Financial Proposal and Technical Proposals must be submitted separately in different envelopes. It is reiterated that that if any envelope is found to contain both Technical and Financial Proposals, such offers will be rejected by the Bank. Offer should not be conditional in any manner; any conditional Financial Proposal responses shall be rejected by the Bank. The THREE SEPARATE sealed envelopes containing the Eligibility Criteria (as per Annexure 2 and Annexure 3), Technical Proposal, Financial Proposal must be submitted in three separate covers to the Bank directly as under: ENVELOPE-1: Eligibility Criteria as per Annexure 2 and Annexure 3 ENVELOPE-2: Technical Proposal: (2 Copies i.e. Hard Copy and Soft Copy) Each of the above set of the Proposal must be labelled with the following information: 1. Eligibility Criteria /Technical/ Financial Proposal as applicable 2. RFP Reference Number and Date 3. Name of the Bidding firm 4. Whether Original/ Duplicate ENVELOPE-3: Financial Proposal (1 Hard Copy) A copy of the RFP along with the addendum duly putting the seal and signature on all the pages of the document for having noted contents and testifying conformance of the terms and conditions. IMPORTANT POINTS TO BE NOTED a) The sealed bid envelopes should be delivered to the RFP Coordinator at the postal address mentioned in the point Key Information on the RFP Response Submission. The Bank has defined an RFP coordinator to manage the bid process on behalf of the Bank. b) All the queries and communication must be addressed to the RFP coordinator from the Bank. c) All envelopes should be securely sealed and stamped. Any discrepancy between the original & duplicate, the original document will prevail. d) All correspondence must be provided in writing and addressed to the RFP coordinator at the address provided in the point Key Information on the RFP Response Submission. e) Only one submission of the RFP response by each Respondent will be permitted. In case there are multiple submissions by the same organization, the first submission will be treated as final by the Bank for the purpose of evaluation of responses. All responses would be deemed to be irrevocable offers/proposals from the Respondent and may if accepted by the Bank form part of the final contract between the Bank and selected Respondent. f) Unsigned responses would be treated as incomplete and are liable to be rejected. Page 14 of 55

15 2.15 Earnest Money Deposit The Bidder will have to submit the Earnest Money Deposit (EMD Bid Security) while submitting their bid at the rate stipulated by the Bank in the section on Key Information on the RFP Response Submission. The Earnest Money Deposit is required to protect the Bank against the risk of Bidder s conduct. The Earnest Money Deposit shall be denominated in Indian Rupees only and shall be in the form of a Demand Draft favouring The Nainital Bank Ltd. payable at, Delhi or a Bank guarantee (BG) of an equal amount issued by any by any scheduled commercial bank located in India (other than The Nainital Bank Ltd.), which is valid for 8 months (as per Annexure 10). Bidder will be required to furnish another Bank guarantee for EMD should the bidding process extend beyond the validity of the BG provided. Any bid not secured in accordance with the above will be rejected by The Nainital Bank Ltd. as non-responsive. The earnest money deposit of a Bidder may be forfeited or the Bank guarantee in lieu of EMD may be invoked by the Bank if the Bidder withdraws its bid during the bid validity period. Unsuccessful Bidders who have not been selected The EMD will be returned by the Bank within two weeks from closure of selection process. Successful Bid Winner The selected Bidder s Earnest Money Deposit will be returned when a performance bank guarantee of 10% of the contract value will be submitted by the selected Bidder Financial Proposal The Financial Proposal should contain all relevant price information and should not contradict the Technical Proposal in any manner. There should be no hidden costs for items quoted. The offer must be made in Indian Rupees only and the offer should be excluding taxes which will be reimbursed on actuals by the Bank, if any. Other expected charges can be included in the bid amount. The Bank is not responsible for the arithmetical accuracy of the bid. The Bidders will have to ensure all calculations are accurate. The Bank at any point in time for reasons whatsoever is not responsible for any assumptions made by the Bidder in any other document except the Proposal document. The Bank at a later date will not accept any plea of the Bidder or changes in the Financial offer for any such assumptions. Page 15 of 55

16 3 Terms of Reference 3.1 Introduction and Project Overview The Nainital Bank Limited was established in the year 1922 with the objective to cater banking needs of the people of the region. In the year 1973, Reserve Bank of India directed Bank of Baroda, a premier nationalized Bank, to manage the affairs of the Nainital Bank Limited. In keeping with its mission and vision of To emerge as a customer centric National Bank & become the most preferred Bank for its product, services, technology, efficiency & financials, Nainital Bank wants to leverage the power of digital to develop new best in class digital offerings. Digital venture consists of online sales and service in a straight through manner and / or digital paperless branches. Nainital Bank desires to appoint a Consulting Partner to help design, build and operationalize the Digital Venture. 3.2 Purpose Given the increasing importance of Digital, the Bank wishes to develop digital offerings and go to market at speed. Digital venture consists of online sales and service in a straight through manner and / or digital paperless branches. It is therefore seeking a competent Consulting Partner to support the Bank with design, implement, launch, and post launch services for a digital venture. The Bank, for this purpose, invites proposals from competent Firms who are interested in participating in this RFP and must fulfill the eligibility criteria mentioned under Annexure 2 and also in a position to comply with the technical requirement mentioned and submit the required proposal as per the RFP. Apart from the above the Firm must also agree to all our terms & conditions mentioned under this RFP. 3.3 Scope The scope of the program is for the selected Bidder to provide support for the Bank for launch and post launch services for a period of 18 months extendable by another 6 months to a total not exceeding 24 months. The Bidder is expected to follow a collaborative stage gated approach for the development of the offerings. At each stage the deliverables for subsequent phases will be mutually decided based on Bank s evolving strategy. Launch o o o Build, Test and Launch the first test version / offering in 9 months (as defined in Business Consulting phase) Build, Test and Launch the second version / offering in 12 months (as defined in Business Consulting phase) Build Test and Launch the third version / offering in 15 months (as defined in Business Consulting phase) While each offering / version will focus on specific deliverables, the final version / offering will be expected to o Be omni-channel including web, mobile, handheld devices, outdoor, digital and social media o Cover all interaction requirements including sales and service for products for Customer, Employees and BCs / Partners Page 16 of 55

17 The final offering / version is expected to cover a range of product offered and/or distributed by the Bank including Assets, Liabilities, Payments, and Wealth (Insurance, MF etc.) Post Launch Services o Product and Application Enhancement Quarterly releases post launch o Provide ongoing support from start to month 18 for Business tracking and developing + implementing strategies to achieve business results Digital marketing and content Analytics Social Media listening, responding and publishing Application Support including the core system Bank will provide the following o Technology All required HW, SW and Network for the project Ready Environments till OS layer on premise Instance for Core Banking L1 Application and End User Support Provide and Manage Infra, OS and DB. The Bidder may suggest cloud based solutions for systems apart from the Core Banking Service Management & Monitoring tools o Advertising / media planning support and execution Table 1 Activities under scope Category Scope Item PMO Overall Project Management Business Strategy Value Proposition Business Model and Business Plan Customer, Employee and Management Journeys Process, Policies and SOPs Business Consulting Operating Model Design Operating Model Implementation Support Go To Market Strategy Launch Plan Brand support, if any Strategy and development Physical layout designs where required Post Launch Tracking and Optimization Technology Consulting Technology Strategy and Core systems selection and implementation Enterprise Architecture - Business, Application, Data, Technology, Network, Infra, Deployment (including cloud), etc. Page 17 of 55

18 Category Scope Item Information Security Strategy, Security Blueprint, Security Deployment Architecture, Security Governance and Operating Model Business Continuity Management Framework including Business Impact Analysis, Risk Assessment, Business Continuity and Disaster Recovery Plans Advice on sizing for Development, Testing, Production, DR and any other environments required Develop Application Blueprint Development approach and methodology Track utilization and adjustments required in sizing Architecture and Application Blueprint assessment and improvement Content Strategy Digital Marketing and Content Rich interactive content including videos, interactive calculators, infographics, interactive charts and graphs etc. SEM/SEO services Social Media listening, responding and publishing Click stream analytics and content optimization /SMS/Other Outbound and Social Media Campaign Design User Experience and Visual Design System Integration and Application Development including Mobility Information Architecture Wireframes and Responsive Design Visual Design Requirements including integrations and interfaces from Bank / surround systems Core System customization and implementation, Mobile/Net Banking Application Development and System Integration, Carry out PoCs as and when necessary Design and Implementation would span all key components for Bank except enterprise applications like HRMS and would include: - Customer Experience Platform across channels including Web, Mobile, Doorstep, BC etc. with appropriate Content Management System - DMS and Workflow Enablers - Data, Analytics and MIS self-serve tool - Customer Relationship Management - Customer Servicing solution - Loan Origination and Loan Management Systems - Core Banking implementation - Service oriented platform with appropriate interfacing capabilities with traditional and Fintech partners Page 18 of 55

19 Category Scope Item - Regulatory Reporting - Risk and Fraud - Financial Accounting - Treasury - Budgeting, Planning, Profitability - External Integration like UPI, Aadhar etc. Implement system monitoring tools Information Security Elements Implement Security Framework and Architecture which comprise of the following elements: 1. Physical Segregation of Militarized and Demilitarized zones using two different set of redundant next generation firewalls 2. Network Intrusion Detection/Prevention Systems 3. SSL and VPN 4. Virtualization Security 5. Host Intrusion Prevention System 6. Protection against Virus, Malware, Spyware, Ransomware 7. Data Loss Prevention 8. Data Encryption (Origin, in transit, at rest) 9. Database Activity Monitoring 10. File Integrity Monitoring 11. Web Application Firewalls 12. Protection against slow and volumetric DDoS attacks 13. Centralized Identity and Access Management 14. Single Sign On 15. Directory Server 16. Privileged Accounts Management 17. Governance, Risk Management, and Compliance Management Platform (GRC) 18. Security Operations as-a-service a. Security Incident and Event Management b. Global Threat Intelligence c. Threat Management d. Protection against internal and external attacks (cyber attacks) The Security solutions mentioned above would have to be implemented across on premise and cloud landscape whereas the SI Bidder takes care of both implementation and PMO for on premise landscape. For the cloud landscape, the Cloud Service Provider takes care of implementation and SI Bidder can take care of the PMO. Testing including SIT, Load / Performance Testing, Usability Testing, Security Testing, UAT support Enhancements based on user feedback Page 19 of 55

20 Category Scope Item SLAs as per Annexure 12 Application Support L2 and above core system L2 support and above Batch Jobs execution (EoD, BoD) Reporting / MIS including Regulatory reports (estimated currently at 200) Models for Prospect Analytics for driving acquisition Analytics Models for Customer Analytics for driving upsell/cross-sell Models for Customer Analytics for driving activity and engagement Models for Fraud and Risk Process and Enablement for consumption of Analytics Documentation Provide SoPs, user manuals and technical documentation of all systems Evaluation process 3.4 Opening of Technical Proposal Technical Proposals received within the prescribed date and time will be opened in the presence of bidding firm or its authorized representatives who choose to attend the opening of the offer on the date and time specified in this RFP document. The Bidding firm or its authorized representative having photo identification, present shall sign a register of attendance. The representative has to submit an authority letter duly signed by the bidding firm, authorizing him to represent and attend the Bid opening on behalf of bidding firm. 3.5 Preliminary Scrutiny The Bank will scrutinize the offers received to determine whether they are complete and as per RFP requirement, whether technical documentation as asked for and required, to evaluate the offer has been submitted, whether the documents have been properly signed and whether items are offered as per the RFP requirements. Eligible Responses will undergo detailed technical evaluation including presentation by bidders. 3.6 Technical Evaluation Eligible proposals received by the Bank will be technically evaluated to arrive at the technical scoring as per the scoring methodology specified below under the TECHNICAL PROPOSAL EVALUATION CRITERIA. The Bank will inform the date, time and venue of presentation to the Bidder. The Bids which are securing the technical score of 70 or more marks out of a total of 100 marks are considered as technically qualified and only those technically qualified Bids will be further processed to find Highest scoring Bidder as per evaluation methodology under TECHNO FINANCIAL EVALUATION CRITERIA. A list of Key personnel to be deployed for the project to be furnished with details of Name, Age, Qualification and Experience in Annexure 06. Page 20 of 55

21 3.7 Techno-Financial evaluation criteria This will be a techno Financial evaluation and accordingly the Technical evaluation will have 70% weightage and Financial evaluation shall have 30% weightage. These weightages shall be taken into consideration for arriving at the Successful Bidding firm. The evaluation methodologies vis-à-vis the weightages are as under: To be calculated for all technically qualified Bidder firms using the following formula: S = (T / THigh x 70) +(CLow/C x 30) Where: Technically qualified Bidder = Bidder scoring at least 70% in technical evaluation, and in case only single Bidder qualifies Bank will proceed with Financial assessment of such bid S = Score of the Bidder Firm T = Technical score of the Bidder firm THigh = Highest Technical score among the Bidder firms C = Quote as provided by the Bidder firm (please refer to Annexure 6 Financial Proposal) C Low = Lowest Quote of C among the Bidder firm The Bidder firm securing the highest score becomes the successful Bidder firm. For example There are three bidders A, B and C. Technical score will be arrived at treating the marks of the Bidder scoring the highest marks (A) in Technical evaluation as 100. Technical score for other bidders (B, C, etc.) will be computed using the formula Marks of B / Marks of highest scorer A*100. Similarly, Financial Score of all technically cleared bidders will be arrived at taking the cost quoted by L1 Bidder i.e., the lowest quote from all technically qualified Bidder (say C) as 100. Marks for other bidders will be calculated using the formula Financial Score = Cost of L1 Bidder / Cost quoted by Bidder * 100. A Combined score will be arrived at, taking into account both marks scored through Technical Proposal evaluation and the nominal Financial quotes with a weightage of 70% for the Technical Proposal and 30% for the Financial Proposal as described below. The combined score is arrived at by adding Technical Score and Financial Score. The successful Bidder will be the one who has highest Combined Score. Table 2. Combined score example S r. N o. Bidd er Techni cal Evalu ation mark s (T) Nominal Bid Price in INR(C) Technical Score Financial Score Combined Score (out of100) 1 A /95*70= /71*30= = B /95*70= /65*30= = C /95*70= /60*30= = 96.3 In the above example, Bidder C with the highest score becomes the highest Bidder Page 21 of 55

22 3.8 Technical Proposal evaluation criteria Based on the details submitted by the Bidding firms in the Technical Proposal and the presentation made by them before the Selection Committee of the Bank, the Technical Evaluation of the eligible Bidding firms will be carried out as furnished below: S. No Overall criteria Weightage 1 Experience and evidence of digital capabilities in the Banking and Financial services (BFSI) space including business strategy focused on evolving business models, digital design including system architecture, mobility, security, technology implementation, analytics, digital marketing and content. 30% Bidders are expected to provide a) Evidence of experience in similar projects in India and / or overseas including client case studies and references. Weightage will be given to the number of projects done in India and overseas on Digital banking setup or transformational assignments. Weightage will also be given to the number of projects done in a lead role in the set up of a Digital Bank in India or oversees. b) Analyst and other independent third party reports Bank reserves the right to undertake independent reference check for purpose of evaluation 2 Approach & Methodology including the Go To Market roadmap for the end to end Digital Venture Set Understanding of the bank s scope and objectives in setting up the digital venture, choice of consumer segment, go to market plan, scalable tech stack in keeping with business objectives, approach to building the right customer proposition and acquisition and estimation of required resources, all building up to the business and execution plan will be evaluated by the bank under this criteria. 3 Suitability of team especially members that will play lead roles in the development of business strategy, user value proposition, platform and system design, technology implementation and marketing strategy Well rounded experience, especially of key personnel on projects of similar scale and the width and depth of skills and experience in the core team working on this venture will be evaluated by the bank under this criteria. 4 Execution capabilities including detailed project plan, and milestones, and the deliverables for each Phase 25% 25% 20% A clear plan detailing deliverables and milestones in the work plan will be evaluated by the bank. Track record on prior projects of similar scale and complexity will and Inputs obtained through reference checks would also be factored in for evaluation against this criteria Total 100% During evaluation of the proposals received from the Respondents, the Bank, at its discretion, may ask the Bidder for clarification in respect of its proposal. The request for clarification and the response shall be in writing, and no change in the substance of the tender shall be sought, offered, or permitted. The Bank reserves the right to accept or reject any proposal without assigning any reason thereof. The decision of the Bank shall Page 22 of 55

23 be final and binding on all the Bidders to this document and the Bank will not entertain any correspondence in this regard. Page 23 of 55

24 4 Terms and conditions 4.1 General General Terms The Bank expects the Bidder to adhere to the terms of this RFP and would not accept any deviations to the same. The Bank expects that the Bidder appointed under the RFP shall have the single point responsibility for fulfilling all obligations and providing all deliverables and services required by Bank. Unless expressly overridden by the specific agreement to be entered into between the Bank and the Bidder, the RFP shall be the governing document for arrangement between the Bank and the Bidder. Unless agreed to specifically by the Bank in writing for any changes to the RFP issued, the Bidder responses would not be incorporated automatically in the RFP Rules for Responding to this RFP All responses received after the due date/time as mentioned in advertisement would be considered late and would be liable to be rejected. All responses should be in English language. All responses by the Bidder to this RFP shall be binding on such Bidder for a period of 90 days after opening of the bids All bid responses would be deemed to be irrevocable offers/proposals from the Bidders and may be accepted by the Bank to form part of final contract between the Bank and the selected Bidder/s. Unsigned responses would be treated as incomplete and are liable to be rejected. The bids once submitted cannot be withdrawn / modified after the last date for submission of the bids unless specifically permitted by the Bank. In case, due to unavoidable circumstances, the Bank does not award the contract within three months from the last date of the submission of the bids, and there is a possibility to award the same within a short duration, the Bidder would have the choice to maintain the EMD or Bank guarantee in lieu of EMD with the Bank or to withdraw the bid and obtain the security provided. The Bidder may modify or withdraw its offer after submission, provided that, the Bank prior to the closing date and time receives a written notice of the modification or withdrawal prescribed for submission of offers. No offer can be modified or withdrawn by the Bidder subsequent to the closing date and time for submission of the offers. It is mandatory to submit duly filled in details in the formats provided along with this document. The Bank reserves the right not to allow / permit changes in the technical requirements and not to evaluate the offer in case of non-submission of the technical details in the required format or partial submission of technical details. In case of discrepancy in soft copy and hard copy of the bids, the Bidders agree that Bank can consider Original hard copy as final and it will be binding on the Bidder. The Bank in this case may also reject the offer outright. Except in case, where the information provided under this Bid document is found to be inaccurate, Bidder at no point in time can excuse themselves from any claims by the Bank whatsoever for their deviations (unless agreed by the Bank in writing) in confirming to the terms and conditions and other schedules as mentioned in the RFP circulated by the Bank. Unless agreed by the Bank in writing, Bidder shall be fully responsible for deviations to the terms & conditions etc. as proposed in the RFP. Page 24 of 55

25 If related parties (as defined below) submit two or more bids, then both /all bids submitted by related parties are liable to be rejected at any stage at the Bank s discretion a) Bids submitted by the holding company and its subsidiary b) Bids submitted by two or more companies having common director/s c) Bids submitted by two or more Limited Liability Partnership (LLP) firms having common partners d) Bids submitted by two or more companies in the same group of promoters/ management e) Any other bid in the sole discretion of the Bank is in the nature of multiple bids Price Bids The Bidder firm is expected to quote Price in Indian Rupees for the services exclusive of all applicable taxes. Other charges like estimates of travel and accommodation should be stated as part of the price bid. The Bank will pay GST (both, Central and the State of project delivery), as per the rate applicable at the time of making payment. The TDS amount at prevailing rate and work contract tax etc. shall be deducted from the Bidder firm payments. Certificate of deduction shall be handed over to the Bidder. The Bidder firm shall take into account all conditions and difficulties that may be encountered during the course of assignment, while quoting the rate Normalization of bids The Bank will go through a process of technical evaluation and normalization of the bids to the extent possible and feasible to ensure that vendors are more or less on the same technical ground. After the normalization process, if the Bank feels that any of the bids needs to be normalized and that such normalization has a bearing on the price bids; the Bank may at its discretion ask all the technically short-listed vendors to resubmit the technical bids and commercial bids once again for scrutiny. The Bank can repeat this normalization process at every stage of technical submission or till the Bank is satisfied. The vendors agree that they have no reservation or objection to the normalization process and all the technically short listed vendors will, by responding to this RFP, agree to participate in the normalization process and extend their co-operation to the Bank during this process. The vendors, by submitting the response to this RFP, agree to the process and conditions of the normalization process Others Responses to this RFP should not be construed as an obligation on the part of the Bank to award a purchase contract for any services or combination of services. Failure of the Bank to select a Bidder shall not result in any claim whatsoever against the Bank. The Bank reserves the right to reject any or all bids in part or in full, without assigning any reason whatsoever. By submitting a proposal, the Bidder agrees to promptly contract with the Bank for work awarded to the Bidder. Failure on the part of the awarded Bidder to execute a valid contract with the Bank will relieve the Bank of any obligation to the Bidder, and a different Bidder may be selected based on the selection process. The terms and conditions as specified in the RFP and addendums thereafter are final and binding on all the Bidders. In the event the Bidder is not willing to accept the terms and conditions of the Bank, the Bidder may be disqualified. Any additional or different terms and conditions proposed by the Bidder would be rejected unless expressly assented to in writing by the Bank and accepted by the Bank in writing. The Bidder must strictly adhere to the delivery dates or lead times identified in their proposal and as agreed by the Bank. Failure to meet these delivery dates, unless it is due to reasons not entirely attributable to the Bidder, may constitute a material breach of the Bidder s performance. In the event that the Bank is forced to Page 25 of 55