IDBI Bank Ltd. Alternate Channels & Cards Department, 13 th Floor, IDBI Tower, WTC Complex, Cuffe Parade, Mumbai

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1 IDBI Bank Ltd. Alternate Channels & Cards Department, 13 th Floor, IDBI Tower, WTC Complex, Cuffe Parade, Mumbai Corrigendum to notice inviting tenders Ref. No. IDBI Bank Ltd /ATM-MSP/2013 dt. Jan 2, 2013 for Outsourcing of ATM Managed Services. IDBI Bank Ltd. had invited tender for Outsourcing of ATM Managed Services vide notices under reference. In terms of the notices, a pre-bid meeting of the prospective bidders was held on Jan 14, On the basis of the pre-bid queries received from prospective bidders and the discussions thereat, the following clauses/terms of the notices are modified /revised:- Srl. No pg 6 Clause reference & page no pg pg Pg 11 Existing clause The Bidder shall furnish EMD, as part of its bid security as mentioned in document control sheet by way of demand draft or pay order in favour of IDBI Bank Limited payable at Mumbai. The Bidder s facilities should be ISO27001 certified Loading and Unloading of cash in the ATM by cassette swap method or add cash method whichever Bank decides. At present Bank is following add cash method. At any point of contract period, Bank may decide to change the loading process to cassette swap method. Bidder should adopt new process without any cost to Bank. Cash Replenishment Services can be outsourced to accredited / reputed Cash-in-Transit (CIT) agencies with the consent of the Modified/Revised clause The Bidder shall furnish EMD, as part of its bid security as mentioned in document control sheet by way of demand draft or pay order in favour of IDBI Bank Limited payable at Mumbai or in the form of bank guarantee issued by a scheduled commercial bank valid for 180 days from the date of submission of bids in favour of IDBI Bank Ltd as per annexure 24. The Bidder s facilities should be ISO27001 or PCI DSS or ISO9001:2008 certified. Loading and Unloading of cash in the ATM by add cash method. At any point of contract period, Bank may decide to change the loading process to cassette swap method on mutually agreed terms. Cash Replenishment Services can be outsourced to accredited / reputed Cashin-Transit (CIT) agencies with the consent of the Bank. The Bidder will be

2 Pg Pg Pg 18 Bank. The Bidder will be responsible for Service Level Agreement (SLA) for the CIT vendor. The replenishment process, inter alia, includes receiving cash from a designated centre/ branch/ currency chest of the Bank, doing TIA activities at ATM, performing End of Day (EOD) daily and furnishing reconciled CBR(Cash Balance Report) /Journal rolls/ cheques collected/cash deposited at ATMs on daily basis and various MIS reports (like daily settlement report, Fortnightly cash forecast report, Discrepancy Reports, Monthly total Cash Report vault wise, cash indent report ATM wise etc) as required by the Bank. Bidder has to arrange for retrieval of images/footages captured on CCTV and will submit to Bank as and when required without any extra cost. Bidder has to deliver the image(s) within 12 hours whenever Bank Demands. Realign lights at the sites to ensure that the images are clear and sharp enough to recognize the identity of the person performing the Transaction. Bidder has to ensure that the success rate of EJ pulling is at least 98% on T+1 basis and 100% on T+2 basis. Centralized content distribution to all ATMS within 24 Hours after Bank provides creative, new/additional ATM screen sets & audio files etc and provides details of Successful and unsuccessful upload of the same in ATM. In case it is not possible to distribute the screens through centralized 2 responsible for Service Level Agreement (SLA) for the CIT vendor. The replenishment process, inter alia, includes receiving cash from a designated centre/branch/currency chest of the Bank, doing TIA activities at ATM, performing End of Day (EOD) daily and furnishing reconciled CBR (Cash Balance Report) /Journal rolls/ cheques collected/cash deposited at ATM machines and cheque to be collected from cheque drop box (CDB) on daily basis and submitted to the designated branch. The bidder should also submit various MIS reports (like daily settlement report, Fortnightly cash forecast report, Discrepancy Reports, Monthly total Cash Report vault wise, cash indent report ATM wise etc) as required by the Bank. In case of out location i.e. IDBI Bank s base branch more than 40 KM. From ATM site, the EOD/TIA activity can be performed at the time of cash loading provided EOD and clearance of cheques and deposits etc should be done at least thrice a week in these locations. Bidder has to arrange for retrieval of images/footages captured on pin hole ATM camera & CCTV and will submit to the Bank as and when required without any extra cost. Bidder has to deliver the image(s) within 3 days whenever Bank Demands. Bidder to ensure Re-align lights at the sites to ensure that the images are clear and sharp enough to recognize the identity of the person performing the Transaction. Bidder has to ensure that the success rate of EJ pulling is at least 97% on T+1 basis and 100% on T+3 basis. Centralized content distribution to all ATMS within 4 days after Bank provides creative, new/additional ATM screen sets & audio files etc and provides details of Successful and unsuccessful upload of the same in ATM. In case it is not possible to distribute the screens through centralized mode due to size of files or

3 Pg Pg Pg 30 mode due to size of files or any other issue, the Bidder should update the same by sending engineer onsite without any cost to Bank. As and when required as per site requirements, Bidder should undertake activities on chargeable basis (Bidder to take 3 competitive quotes for the activity and assign the work to the vendor who have the lowest quote) as regards deinstallation, packing, shifting and re-installation of AC, UPS, Batteries, VSAT and other associated equipments at some other location within the same city or outside the city. The reinstallation of ATM, UPS, ACs, VSAT,CCTV etc should be a part of AMC. The Bidder shall submit the original invoices of the subvendors with a certificate about completion of activities. Bank will take suitable insurance for shifting of the assets. Payment Terms Bills raised by the Bidder would be paid by Bank on receipt of advice/confirmation/satisfactory services rendered, from respective controlling centres/branches where services have been rendered. The bills pertaining to each month, for all services rendered during each month, shall be submitted to Alternate Channels at Corporate office of the Bank within 15 days of the succeeding month. Payment will be processed within a week's time subject to the scrutiny of the bills. IDBI Bank Ltd. reserves the right to cancel the contract placed on the selected Bidder and recover expenditure incurred by IDBI Bank Ltd. and compensation under the following circumstances: - 3 any other issue, the Bidder should update the same by sending engineer onsite without any cost to Bank. In case, Bank require to change the full screen set of ATMs or full set for additional language, then Bank will bear the cost of same on mutually agreed terms wherein onsite visit by the ATM engineer is required. As and when required as per site requirements, Bidder should undertake activities on chargeable basis (Bidder to take 3 competitive quotes for the activity and assign the work to the vendor who have the lowest quote) as regards de-installation, packing, shifting and re-installation of AC, UPS, Batteries, VSAT and other associated equipments at some other location within the same city or outside the city. The re-commissioning of ATM, UPS, ACs, VSAT, CCTV etc should be a part of AMC. The Bidder shall submit the original invoices of the sub-vendors with a certificate about completion of activities. Bank will take suitable insurance for shifting of the assets. Payment Terms The bills pertaining to each month, for all services rendered during each month, shall be submitted to Alternate Channels at Corporate office of the Bank within 15 days of the succeeding month. Payment will be processed within 10 working days subject to the scrutiny of the bills. IDBI Bank Ltd. reserves the right to cancel the contract placed on the selected Bidder with three months notice and recover expenditure incurred by IDBI Bank Ltd. and compensation under the following circumstances: -

4 Pg Pg Pg Pg 35 The Bank reserves the right to carry out inspection and audit by a team of Bank officials of the Bidder s facilities. The Bidder shall provide unrestricted access to its premises and records being maintained with regard to the job being performed as per its contract with the Bank, to the authorized personnel of the Bank / its auditors (internal and external)/ any statutory / regulatory authority / authorized personnel from RBI to carry out any kind of process of audit in the presence of representatives of the Bidder, at any point of time by giving advance notice. The following penalties will be applicable during the contract period. The Bidder shall be eligible for relaxation in penalties related to ATM downtime during the initial period of 1 month from the date of signing of the Contract and will be Nil during this period. Housekeeping/Site management:- The Bidder shall ensure activity cycle for housekeeping & cleaning services for minimum of 2 times per day at each ATM site on daily basis, failing which 250 /- per ATM per instance will be charged. If the service is not provided continuously for 3 days and ATM site is found dirty/not clean or lights are fused etc, the maximum penalty on account of the above shall be 100% of the monthly charges of housekeeping payable for that ATM. Cash Services:- No ATM should be cash-out at any point of time. In case of cashoutage in an ATM, the Bidder will be Rs. 2,000/- per instance per ATM. Also if Cheque/ Cash deposit envelope clearance activity is not completed daily at 4 The Bank reserves the right to carry out inspection and audit by a team of Bank officials of the Bidder s facilities. The Bidder shall provide access to its premises and records being maintained with regard to the job being performed as per its contract with the Bank, to the authorized personnel of the Bank / its auditors (internal and external)/ any statutory / regulatory authority / authorized personnel from RBI to carry out any kind of process of audit in the presence of representatives of the Bidder, at any point of time by giving advance notice. The following penalties will be applicable during the contract period. The Bidder shall be eligible for relaxation in penalties related to ATM downtime during the initial period of two months from the date of award of the Contract and will be Nil during this period. The overall penalties shall not exceed the total overall monthly amount payable to the bidder. Housekeeping/Site management:- The Bidder shall ensure activity cycle for housekeeping & cleaning services for minimum of 2 times per day at each ATM site on daily basis, failing which 100 /- per ATM per instance per day will be charged. Cash Services:- No ATM should be cash-out at any point of time. In case of cash-outage in an ATM, the Bidder will be Rs. 500/- per instance per ATM and per day. Also if Cheque/ Cash deposit envelope clearance activity is not completed daily at EOD, then a penalty

5 Pg Pg Pg 35 EOD, then a penalty of Rs. 1,000/- per day per ATM will be charged and also the Bidder should reimburse to the Bank the actual damages on account of non submission of cheques/ non submission of cash deposit envelopes including shortage of cash reported in the envelops. Penalty for non-supply of consumables/ Low quality consumables:- Penalty of Rs.500/- per day per ATM will be deducted towards non-supply of consumables as reported by the branches/cit. In case the Bidder supplies lowquality consumables in the ATM and the ATM vendor reports that the functioning of the ATM machine is problematic due to low-quality consumables utilized in the ATM, the bank will impose a Rs. 500/- for each ATM per instance Penalty under EJ Pulling services and EJ Reconciliation:- Bidder has to ensure that the success rate of EJ pulling is at least 98% on T+1 basis and 100% on T+2 basis. In case of non submission of 100% EJ on T+2 basis, Bank will charge a penalty of Rs 5000/- per instance. Further, in case of any claims of the cardholder by the Bank in the event of non availability of EJ and EJ reconciliation, the Bank will recover the amount of transaction claimed from the Bidder. Penalty for ATM Camera Images/CCTV footages:- Bidder should provide images/footages in case of disputed transactions/ or as and when required by the Bank. If Bidder is unable to do so for any reason, the Bidder will be liable to pay the disputed amount plus costs incurred by the Bank towards satisfaction of the disputed amount. If Bidder is unable to 5 of Rs. 500/- per day per ATM will be charged and also the Bidder should reimburse to the Bank the actual damages on account of non submission of cheques/ non submission of cash deposit envelopes including shortage of cash reported in the envelops. Penalty for non-supply of consumables/ Low quality consumables:- Penalty of Rs.200/- per day per ATM will be deducted towards non-supply of consumables as reported by the branches/cit. In case the Bidder supplies low-quality consumables in the ATM and if it is reported that the functioning of the ATM machine is problematic due to low-quality consumables utilized in the ATM, the bank will impose a Rs. 200/- for each ATM per instance per day till the consumables are replaced. Penalty under EJ Pulling services and EJ Reconciliation:- Bidder has to ensure that the success rate of EJ pulling is at least 97% on T+1 basis and 100% on T+3 basis. In case of non submission of 100% EJ on T+3 basis, Bank will charge a penalty of Rs 100/- per day per ATM. Further, in case of any claims of the cardholder by the Bank in the event of non availability of EJ and EJ reconciliation, the Bank will recover the amount from bidder claimed by the cardholder.. Penalty for ATM Camera Images/CCTV footages:- Bidder should provide images/footages in case of disputed transactions/ or as and when required by the Bank. If Bidder is unable to do so for any reason, the Bidder will be liable to pay the disputed amount plus costs incurred by the Bank towards satisfaction of the disputed amount. If Bidder is unable to provide images within 3 days then a penalty of Rs.500 /- will be charged.

6 Pg Annex 3, srl no 1 Pg Annex 8, srl. no 2, Pg 45 provide images within 48 hours then a penalty of Rs.500 /- will be charged. Penalty For AC If AC is non operational or not giving adequate cooling for 24 hrs then a penalty of Rs. 500/- will be charged per instance. If the AC problem is not rectified for more than 5 days then a penalty of Rs. 1,000 /- will be levied per instance in addition to the above. Loading and Unloading of cash in the ATM by cassette swap method or add cash method whichever Bank decides Ensure that the success rate of EJ pulling is at least 98% on on T+1 basis and 100% on T+2 basis. Penalty For AC If AC is non operational or not giving adequate cooling for 72 hrs then a penalty of Rs. 200/- will be charged per instance. If the AC problem is not rectified within above period then a penalty of Rs. 100 /- will be levied per day per ATM in addition to the above. Loading and Unloading of cash in the ATM by add cash method. At any point of contract period, Bank may decide to change the loading process to cassette swap method on mutually agreed terms. Ensure that the success rate of EJ pulling is at least 97% on T+1 basis and 100% on T+3 basis. The modification/ revised clauses mentioned above will supersede the relevant clauses mentioned in the RFP document. All other terms and conditions, specifications, requirements etc contained in the RFP remain unchanged. Mumbai Jan 16, 2013 Sd/- General Manager Alternate Channels & Cards IDBI Bank Ltd 6

7 ANNEXURE -24 BANK GUARANTEE FOR EARNEST MONEY DEPOSIT Bank Guarantee No. Bank Guarantee Amount Expiry Date : Claim Amount Account GUARANTEE FOR SECURING THE PAYMENT OF EARNEST MONEY DEPOSIT THIS GUARANTEE AGREEMENT executed at this day of Two Thousand and thirteen BY: Bank, a body corporate constituted under Banking Companies (Acquisition and Transfer of Undertakings) Act, 1970/1980, having its Registered Office at, and a Branch Office at (hereinafter referred to as the Guarantor, which expression shall, unless it be repugnant to the subject, meaning, or context thereof, include its successors and assigns) IN FAVOUR OF: IDBI BANK LTD, a company registered under the Companies Act, 1956 (1 of 1956) and a banking company within the meaning of Section 5 (c) of the Banking Regulation Act, 1949 (10 of 1949) and having its registered office at IDBI Tower, 7

8 WTC Complex, Cuffe Parade, Mumbai (hereinafter referred to as Bank which expression shall unless it be repugnant to the subject, meaning or context thereof, be deemed to mean and include its successors and assigns), 1. WHEREAS the Bank, had called for the bids for Outsourcing of ATM Managed Services and in terms thereof the Bidders are required to deposit with the Bank, earnest money deposit of Rs 50,00,000 (Rs. Fifty lakhs) or furnish bank guarantee of an equivalent amount in the form and manner satisfactory to the Bank along with the Bid Documents. 2. AND WHEREAS pursuant the above, M/s.. (the Bidder) also proposes to participate in the Bid and in lieu of depositing the demand draft/pay order for Rs 50,00,000 (Rs. Fifty lakhs) towards earnest money deposit, desires to furnish an unconditional and irrevocable bank guarantee, for the aforesaid purpose from a bank acceptable to the Bank in accordance with the terms of the Bid Documents. 3. AND WHEREAS the Bidder has accordingly agreed to provide an unconditional and irrevocable bank guarantee towards payment of earnest money deposit in fulfillment of the terms of the Bid Documents. 4. AND WHEREAS at the request of the Bidder, the Guarantor has agreed to guarantee the Bank, payment of the earnest money deposit of Rs 50,00,000 (Rs. Fifty lakhs) and also the due and faithful observance and performance of the terms of the Bid as detailed in the Bid Documents. NOW THEREFORE THIS AGREEMENT WITNESSETH AS FOLLOWS: In consideration of the Bank agreeing to accept a bank guarantee in lieu of actual deposit of demand draft/pay order towards earnest money deposit along with the Bid Documents submitted by the Bidder to the Bank for scrutiny and processing, the Guarantor hereby unconditionally, absolutely and irrevocably guarantees to the Bank as follows: 8

9 1. The Guarantor hereby guarantees and undertakes to pay, on demand, to the Bank at its office at Mumbai forthwith, the earnest money deposit of Rupees Rs 50,00,000 (Rs. Fifty lakhs) or any part thereof, as the case may be, as aforesaid due to the Bank from the Bidder, towards any loss, costs, damages, etc. suffered by the Bank on account of the Bidder s failure to fulfill the terms of the earnest money deposit and/or the due and faithful observance and performance of all the terms of the Bid, at any time upto without any demur, reservation, contest, recourse or protest or without any reference to the Bidder. Any such demand or claim made by the Bank, on the Guarantor shall be final, conclusive and binding notwithstanding any difference or any dispute between the Bank and the Bidder or any dispute between the Bank and the Bidder pending before any Court, Tribunal, Arbitrator, or any other authority. 2. The Guarantor agrees and undertakes not to revoke this Guarantee during the currency of these presents, without the previous written consent of the Bank and further agrees that the Guarantee herein contained shall continue to be enforceable until and unless it is discharged earlier by the Bank, in writing. 3. The Bank shall be the sole judge to decide whether the Bidder has failed to fulfill any terms and conditions of the earnest money deposit and/or the terms of the Bid and on account of the said failure what amount has become payable by the Bidder to the Bank under this Guarantee. The decision of the Bank in this behalf shall be final, conclusive and binding on the Guarantor and the Guarantor shall not be entitled to demand the Bank to establish its claim under this Guarantee but shall pay the sums demanded without any objection, whatsoever. 4. To give effect to this Guarantee, the Bank, may act as though the Guarantor was the principal debtor to the Bank. 5. The liability of the Guarantor, under this Guarantee shall not be affected by 9

10 i) any change in the constitution or winding up of the Bidder or any absorption, merger or amalgamation of the Bidder with any other Company, Corporation or concern; or ii) any change in the management of the Bidder or takeover of the management of the Bidder by the Government or by any other authority; or iii) acquisition or nationalisation of the Bidder and/or of any of its undertaking(s) pursuant to any law; or iv) any change in the constitution of the Bank or v) any change in the set up of the Guarantor which may be by way of change in the constitution, winding up, voluntary or otherwise, absorption, merger or amalgamation or otherwise; or vi) the absence or deficiency of powers on the part of the Guarantor to give Guarantees and/or Indemnities or any irregularity in the exercise of such powers. 6. Notwithstanding anything contained hereinabove, the liability of the Guarantor hereunder shall not exceed Rupees This Guarantee will expire on. Any demand or claim under this Guarantee must be received by the Guarantor by and if no such demand or claim has been received by the Guarantor by the date mentioned as aforesaid, then all the rights of the Bank under this Guarantee shall cease. 7. For all purposes connected with this Guarantee and in respect of all disputes and differences under or in respect of these presents or arising there from, the courts of Bombay city/ Mumbai city, where the Bank has its Head Office, shall alone have jurisdiction to the exclusion of all other courts. IN WITNESS WHEREOF the Guarantor has caused these presents to be executed on the day, month and year first hereinabove written as hereinafter appearing. 10

11 SIGNED AND DELIVERED BY the within named Guarantor,, by the hand of Shri., its authorised official. * authorization to be furnished * An amount is to be inserted by Bank or Financial Institution representing the amount of the earnest money deposit. 11