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REQUEST FOR PROPOSAL

FOR OUTSOURCING OF

INSTALLATION AND MANAGED SERVICES

FOR 4356 CASH DISPENSERS

IN

THE STATES OF BIHAR & JHARKHAND

Index

Part 1 - Request for Proposal (RFP) page 2

Part 2 - Disclaimer page 4

Part 3 - Eligibility Criteria page 5

Part 4 - Terms and Conditions of Contract (TCC) page 7

Part 5 - Scope of Work page 28

Part 6 - Technical & Functional Specifications (TFS) page 44

Part 7 - Price Bid page 51

Part 8 - Other Forms and Annexure page 52

Annexure – 1 Breakup of Bank-wise requirement page 71

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PART 1: REQUEST FOR PROPOSAL

This Request for Proposal (RFP) is part of an All – India tender for installation of 4356

Cash Dispensers (CDs) for the period upto 31.03.2014 on a totally outsourced model

for the geographical cluster of the states of Bihar & Jharkhand. This RFP is being

issued on behalf of all public sector banks. However, Co-operative banks etc, as may

be decided by the Consortium managing the bid process in the area, will also be

eligible for availing the outsourced services at the same rate subject to them fulfilling

the necessary Regulatory / operational requirements.

1.2 The term “Bank” in this RFP is to be used loosely for the Consortium of Banks,

consisting of Bank of Baroda, IDBI Bank , Corporation Bank, State Bank of India,

and Allahabad Bank issuing this RFP. The selected vendor will have to enter into

separate agreement with each of the individual banks placing orders.

1.3 The tender will remain valid for orders placed till 31.03.2014. Individual Banks

may issue additional requirement by exchange of letter with the vendor if their

rollout is completed within the aforesaid validity period.

1.4 The rollout of the initial requirements, for 2012-13, indicated by the Banks

under this RFP will be phased and the vendors are expected to comply to the

following schedule :-

- At least 25% in the first Quarter after the signing of the Agreement

- 40% in the second Quarter

- 25% in the third Quarter

- the remaining 10% positively by the end of the fourth Quarter.

Any requirements for CDs after the initial order would have to be installed and made

operational within a period of 3 months, from the date of the order.

1.5 Schedule

Date of release of Request for Proposal 22.02.2012

Last Date and Time for Receipt of Bids 13.03.2012 (12:30 pm)

Date & time for opening of Conformity to Eligibility Criteria

13.03.2012 (03:30 pm)

Date & Time of opening of Technical Bids 14.03.2012 (3.00 pm)

Date, Time & Place of opening of Price Bids for Technically Qualified Bidders

16.03.2012 (12.00pm) at the address given at 4.3.1 page 7

Contact Person Mr. P K Bhatnagar DGM ( E Business) Ph 66983071

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1.6 Bank reserves the right to change the dates, timings mentioned above or

elsewhere mentioned in the RFP, which will be communicated by placing the same as

corrigendum under Tender section on Bank’s web-site.

PART 2: DISCLAIMER

a) The information contained in this RFP document or any information provided

subsequently to Bidder(s) whether verbally or in documentary form by or on

behalf of the Bank, is provided to the Bidder(s) on the terms and conditions

set out in this RFP document and all other terms and conditions subject to

which such information is provided.

b) This RFP is neither an agreement nor an offer and is only an invitation by Bank

to the interested parties for submission of bids. The purpose of this RFP is to

provide the Bidder(s) with information to assist the formulation of their

proposals. This RFP does not claim to contain all the information each bidder

may require. Each Bidder should conduct its own investigations and analysis

and should check the accuracy, reliability and completeness of the information

in this RFP and where necessary obtain independent advice. Bank makes no

representation or warranty and shall incur no liability under any law, statute,

rules or regulations as to the accuracy, reliability or completeness of this RFP.

Bank may in its absolute discretion, but without being under any obligation to

do so, update, amend or supplement the information in this RFP.

c) This is not an offer by the Bank but only an invitation to bid in the selection

process initiated by the Bank. No contractual obligation whatsoever shall arise

from the RFP process until a formal contract is executed by the duly

authorised signatory of the Bank and the Bidder.

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PART 3 ELIGIBILITY CRITERIA

Sl.No. Criteria Documents to be submitted

1. Bidder should be a registered company

in India under Companies Act 1956 and

should have been in operation for at

least two years as on date of RFP.

Copy of the Certificate of

Incorporation and Certificate of

Commencement of Business.

2. Original Equipment Manufacturers of

ATMs / their authorized distributors/

agents in India with at least 1000

installations in India as on the date of

this RFP in the last two years, with

firmed up arrangements with providers

of Managed Services

OR

Bidders or wholly owning parent

company who have experience in

Managed and other allied Services and

have managed at least 1000 ATMs in

India in the last two years.

OR

Bidders who have experience of

managing at least 500 ATMs in India

outsourced in the last two years.

(All the CDs proposed to be installed

should be manufactured/assembled in

India within 6 months from the date of

award of tender).

Supported by documentary

evidence and also copies of the

Service Contracts wherever

entered. (Bidders who have

not firmed up arrangements

with other vendors / sub-

contractors will not be

considered). Letter from the

concerned organization

confirming successful

implementation of ATM

project with them to be

submitted with following

details:

Name of the client

Number of Locations

Type of Model

Scope of Project

Name of the person who can

be referred to from Clients’

side, with Name,

Designation, Postal Address,

Phone and Fax numbers, E-

Mail Ids, etc., (Attach copies

of purchase orders)

The bank reserves the right to

inspect such installations while

evaluating the Technical Bid.

3. Bidders or the company with whom

Bidder have firmed up arrangements

for Managed Services must have a

Managed Services Centre operational

in India and must be performing

managed services of ATMs including

Supported by documentary

evidence and also copies of the

Service Contracts wherever

entered.

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but not limited to 24 X 7 monitoring,

call escalation, FLM, SLM, replacing

consumables, housekeeping, EJ pulling,

cash forecasting and cash replacement

etc. for at least 1000 ATMs as on date

of this RFP.

4. Bidder or its wholly owning Parent

Company should have maintained

Positive Net Worth / Net Profit during

the last two financial years, i.e. 2009-

10 and 2010-11.

Audited Financial statements

to be submitted. Self certified

copy of financial statement for

2010-11, if yet to be audited.

5. Minimum annual turnover out of ATM-

related Indian operations should not

be less than Rs. 20 crores in the last

financial year as per audited financial

statements.

Audited Financial statements to

be submitted.

6. Bidder should have a disaster recovery

centre and business continuation plan

in place.

Documentary Proof with copy of

Plan.

7. Bidder should also have internal

control and audit measures in place.

Audit report from external auditor

must be submitted as a proof.

Copy of latest Audit Report.

8. Bidder should not have been

blacklisted by any PSU Bank / IBA/RBI

during the last five years.

Note : Consortium of bidders may participate in the tender. However, the leader of

the Consortium should satisfy the Eligibility Criteria laid down and would enter into

agreement with the bank. The liability for execution of the contract awarded will

be with the leader of the Consortium.

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PART 4 : TERMS AND CONDITIONS OF CONTRACT

4.1 Selection of Sites

4.1.1 The CDs are to be rolled out at Urban, Semi-Urban and Rural locations as per

the requirements of each bank. Sites may further be classified based on population.

4.1.2 Site for Off-site CDs in areas desired by the Bank should be finalized in its

entirety by the vendor. However, the vendor should seek bank’s approval of the link

branch (for cash replenishment purposes), which in normal course will be advised by

the bank within a week.

4.1.3 Site for On-site CDs would be provided by the respective banks.

4.1.4 If the vendor desires to shift any off-site CD to other location, he may do so

with the prior approval of the Bank, which, in normal course, will not be withheld.

However, the bank will not reimburse the shifting charges.

4.1.5 In case, Bank desires to shift the site, it will bear the cost of shifting.

4.2 Period of Contract

4.2.1 The Bidder should commit to provide the outsourced services detailed in this

document for a minimum period of 7 years. A certificate to this commitment should

form part of the Technical proposal.

4.2.2 The Banks may take over the CD, UPS, ACs and VSAT at an aggregate value of Rs. 1,000/- per site plus taxes at the end of the contract period. Taxes related to transfer of fixed assets, if any, will be paid by the Bank separately.

4.2.3 In case of the takeover

a) The Vendor should maintain proper records at its office for all the assets

dedicated to the Bank’s ATM network. The Bank reserves the right to audit

such fixed assets register through its internal/external auditors.

b) The site, for all practical purposes, belongs to the Bank. The vendor will,

therefore, not transfer or sale or surrender or vacate the site or enter into

any contract or order with any other bank/entity for the site without Bank’s

permission. The bank will also have the first right of refusal for the site before

the vendor discontinues or terminates the agreement with the Bank.

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c) Upon expiry of the contract period, the Vendor should make all efforts in

transferring/assigning the rights under lease/rental Agreements executed

between the Vendor and the respective landlords of all off-site CD locations.

d) Upon conclusion of the contract period/termination of the contract, the

Vendor will be responsible to provide a smooth transition plan including all

efforts to transfer/assignment of service contracts for continuation of

services of (i) caretaker (ii) cash management (iii) Maintenance of ATM, UPS,

AC, VSAT and other equipments (iv) Maintenance & Upkeep of ATM Sites etc.

4.3 Bid Document Availability and Cost of Bidding

4.3.1 Bid document availability

The Bidding Document may be obtained from the Bank as under or downloaded

from Bank’s Website www.bankofbaroda.com and the bid should be submitted on

or before the due date and time brought out in the bidding document at the address

given below:

The Deputy General Manager

E Business Department

Bank of Baroda Baroda Corporate Centre 7th Floor, Baroda Sun Tower, C- 34 G-Block Bandra Kurla Complex Mumbai 400 051

Fax 022 6698 1591

Bidders should note that all the information required by the Bank in RFP needs to be

provided. Incomplete information may lead to non-selection.

4.3.2 Cost of Bidding

A non refundable bid amount of Rs. 50,000/- to be paid by means of a demand draft

/ pay order favouring the Bank payable at Mumbai being cost of Bid document. The

amount will not be refunded to any prospective bidder under any circumstances

including cancellation of RFP or procurement process at any stage. If bid is

downloaded from website, the cost of the bid may be paid in a separate envelope

while submitting the Bid. Bids are liable to be rejected if the Bid Amount demand

draft / pay order is not received.

The Bidder shall bear all costs associated with the preparation and submission of its

Bid and the Bank will in no case be responsible or liable for these costs, regardless of

the conduct or outcome of the Bidding process.

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4.4 Format and Signing of Bid

4.4.1 Each bid shall be submitted in the following 3 (three) parts :

a. Part I - Conformity to Eligibility Criteria

b. Part II - Technical Proposal

c. Part III - Price Bid

The three parts should be in three separate covers, each superscribed with the name

of the Project as well as “Conformity to Eligibility Criteria”, “Technical Proposal” and

“Price Bid” as the case may be.

4.4.2 The Bid shall be typed or written in indelible ink and shall be signed by the

Bidder or a person or persons duly authorized to bind the Bidder to the Contract.

The person or persons signing the Bids shall initial all pages of the Bids, except for

un-amended printed literature.

4.4.3 Any inter-lineation, erasures or overwriting shall be valid only if they are

initialled by the person signing the Bids. The Bank reserves the right to reject bids

not conforming to above

4.5 Documents Comprising the Bid

4.5.1 The envelope containing the “Conformity to Eligibility Criteria” should

contain the following:

a. Point-wise compliance to the requirements as mentioned in Eligibility

Criteria in Part – 3 of this RFP.

b. All supportive documents evidencing conformity to each eligibility

criteria.

4.5.2 Envelope comprising the Technical Proposal should contain the following :

a. Vendor Organization Details as per Format 8.3

b. Conformity to compliance of Broad Scope of Work mentioned in Part 5 (in

Format 8.8 - Please ensure to cover all sub-clauses in compliance chart)

c. Conformity to compliance of Eligibility Criteria mentioned in Part 3 ( in

Format 8.2 - Please ensure to cover all sub-clauses in compliance chart)

d. Conformity to compliance of Technical and Functional Specifications (TFS)

mentioned in Part 6 (in Format 8.10 - Please ensure to cover all sub-

clauses in compliance chart)

e. Offer Letter as per Format 8.1 and duly signed by the Bidder.

f. Non-Disclosure Agreement as per Format 8.6

g. Bid Security deposit (refundable) of Rs. 1.00 crore (Rupees one crore only).

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h. Manufacturer’s Authorization form as per Format 8.9 wherever applicable

i. Format 8.5 regarding Service Support Details during contract period.

j. A full description of the Technical Solution and its compliance which

should provide an acceptable solution as described in PART 6 Technical &

Functional Specifications in the form of literature, drawing and data

While submitting the Technical Bid, literature on the software / hardware if any,

should be segregated and kept together in one section / lot. The other papers like

Bid Security, Forms as mentioned above etc., should form the main section and

should be submitted in one lot, separate from the section containing literature and

annual accounts.

Any Technical Proposal not containing the above will be rejected. The Technical

Proposal should not contain any price information, such proposal will be rejected.

4.5.3 Documents comprising Price Bid Envelope should be prepared as per the

Format in Part 7 as furnished in the Bidding documents duly signed by the Bidder

and completed. Price bids containing any deviations or similar clauses will be

summarily rejected.

4.5.4 The Bidder shall submit all three (Conformity to Eligibility Criteria, Technical

Proposal and Price Bid) Envelopes simultaneously to the Bank at the address given

above in Clause 4.3.1. Bids are liable to be rejected if only one (i.e. Technical Proposal

or Price Proposal) is received.

4.5.5 Please note to submit the non refundable bid amount of Rs. 50,000/- by

means of a demand draft/pay order in a separate envelope while submitting the Bid.

Bids are liable to be rejected if the same is not received.

4.6 Content of Bidding Document

4.6.1 The products required, Bidding procedures, and contract terms are

prescribed in the Bidding Documents. The Bidding Documents include:

Part 1 - Request for Proposal (RFP)

Part 2 - Disclaimer

Part 3 - Eligibility Criteria

Part 4 - Terms and Conditions of Contract (TCC)

Part 5 - Scope of Work for CD outsourcing services

Part 6 - Technical & Functional Specifications (TFS)

Part 7 - Price Bid

Part 8 - Other Forms and Annexure

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4.6.2 The bidder is expected to examine all instructions, forms, terms and

specifications in the RFP. Failure to furnish all information required or to submit a

Bid not substantially responsive to the in every respect will be at the Bidder’s risk

and may result in the rejection of the Bid.

4.7 Amendment of Bidding Document

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

reason, whether, at its own initiative or in response to a clarification requested by a

prospective Bidder, may modify the Bidding Document, by amendment.

4.7.2 Notification of amendments will be put up on the Bank’s Website and will be

binding on all Bidders.

4.7.3 In order to allow prospective Bidders reasonable time in which to take the

amendment into account in preparing their Bids, the Bank, at its discretion, may

extend the deadline for a reasonable period as decided by the Bank for the

submission of Bids.

4.8 Bid Prices

4.8.1 The prices indicated in the Price Schedule shall be entered in the following

manner:

a) The total price quoted should be inclusive of applicable taxes, duties,

levies, charges, Road Entry Tax, Octroi etc., as also cost of incidental

services such as transportation, insurance etc. but exclusive of Service

Tax payable to Government Authorities.

b) Price quoted in the Price Schedule as per the Format in Part 7 shall be

valid for a minimum period of Contract Period (i.e. 7 years) from the

date of issue of work order.

4.8.2. Prices quoted by the Bidder shall be fixed during the period of the Contract

and shall not be subject to variation on any account, including exchange rate

fluctuations, changes in taxes, duties, levies, charges etc. A Bid submitted with an

adjustable price quotation will be treated as non-responsive and will be rejected. In

case of any new tax on the services rendered by the vendor being introduced

subsequently, the cost will be borne by the Bank.

4.9 Bid Currency

Bids are to be quoted in Indian Rupees only.

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4.10 Bid Security

4.10.1 The Bid Security amount is Rs. 1.00 crore (Rs. One crore only).

4.10.2 The Bidder shall furnish, as part of its Bid, a Bid security amounting to Rs.

1.00 crore (Format 8.13). The Bid security is required to protect the Bank against the

risk of Bidder’s conduct, which would warrant the security’s forfeiture.

4.10.3 The Bid security shall be denominated in Indian Rupees and shall be the

form of a Bank guarantee issued by another Public Sector / Private Sector Bank in

India, acceptable to the Bank, in the form as per Format 8.11 provided in the Bid,

valid for forty-five (45) days beyond the validity of the Bid.

4.10.4 Any Bid not secured, as above, will be rejected by the Bank, as non-

responsive.

4.10.5 Unsuccessful bidders’ Bid Security will be discharged or returned as promptly

as possible, but not later than sixty (60) days after the expiration of the period of Bid

validity.

4.10.6 The successful Bidder’s Bid security will be discharged upon the Bidder

signing the Contract as per Format 8.10 and furnishing the Bank Guarantee as per

Format 8.11.

4.10.7 The Bid security may be forfeited:

a) if a Bidder withdraws or amends its Bid during the period of Bid validity

specified by the Bidder on the Bid Form; or

b) if a Bidder makes any statement or encloses any form which turns out to

be false/incorrect at any time prior to signing of Contract; or

c) in the case of a successful Bidder, if the Bidder fails;

(i) to sign the Contract; or

(ii) to furnish Bank Guarantee,

4.11 Period of Validity of Bids

4.11.1 Bids shall remain valid for 180 days from the date of opening of the Bid. A

Bid valid for a shorter period may be rejected by the Bank as non-responsive.

4.11.2 In exceptional circumstances, the Bank may seek the Bidders’ consent for

extension of the period of validity. The request and the responses thereto shall be

made in writing. The Bid security provided shall also be suitably extended. A Bidder

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may refuse the request without forfeiting its Bid security.

4.12 Sealing and Marking of Bids

4.12.1 The Bidders’ shall seal one envelope each of “Conformity to Eligibility

Criteria”, “Technical Bid” and “Price Bid” and the three envelopes shall be enclosed

and sealed in one outer envelope. The Bidder should additionally submit soft copies

of the Technical Bid documents & Specifications in the form of CD separately. The

inner and outer envelopes shall bear the Project Name as under:

For Conformity to Eligibility Criteria : "Installation of 4356 CDs in Bihar & Jharkhand

– Eligibility Criteria Ref: RFP dated 22.02.2012”

For Technical Bid : "Installation of 4356 CDs in Bihar & Jharkhand – Technical Bid

Ref: RFP dated 22.02.2012”

The Technical Bid should contain following (separately for each geographical area):

a. Offer Letter as per Format 8.1

b. Non-Disclosure agreement 8.6

c. Bank Guarantee / Demand Draft for cost of Bid for amount of Rs.50,000/-

d. BG / Demand Draft for Bid Security for amount of Rs.1.00 crore.

e. Bidder Organisation details as per format 8.3 along with enclosures for

the information requested therein.

f. Track Record of past operations as per Format 8.4.

g. Technical Specification of CDs as per Part- 6 of this RFP.

h. Certificate of Single Point Responsibility for all Sub-contracts for

installation of CDS and Managed Services (Format 8.7).

i. Undertaking of Scope of Work (Format 8.8)

j. Manufacturer’s Authorisation (Form 8.9)

k. Any other document for the information required as per the terms of RFP.

For Price Bid : Installation of 4356 CDs in Bihar & Jharkhand – Commercial Bid

Ref: RFP dated 22.02.2012”

The Price Bid should be as per Part – 7. All envelopes should indicate on the cover

the name and address, contact person name, telephone, mobile, e-mail of the

Bidder, address.

4.12.2 If the outer envelope is not sealed and marked, the Bank will assume no

responsibility for the Bid’s misplacement or premature opening.

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4.13 Deadline for Submission of Bids

4.13.1 Bids should be received by the Bank at the address specified, no later than

the date and time specified in the Invitation to Bid. Any Bid received after the

deadline for submission of Bids prescribed, will be rejected and returned unopened

to the Bidder.

4.13.2 The Bank may, at its discretion, extend this deadline for the submission of

Bids by amending the Bid Documents, in which case, all rights and obligations of the

Bank and Bidders previously subject to the deadline will thereafter be subject to the

deadline as extended.

4.14 Opening of Technical Bid

4.14.1 Technical Bids will be opened in the presence of authorized representatives

of the bidders.

4.14.2 The Bidders’ names, withdrawals and the presence or absence of requisite

Bid Security and such other details as the Bank, at its discretion, may consider

appropriate, will be announced at the time of Technical Bid opening. No bid shall be

rejected at bid opening, except for late bids, which shall be returned unopened to

the Bidder.

4.15 Preliminary Examination

4.15.1 The Bank will examine the Bids to determine whether they are complete,

required formats have been furnished, the documents have been properly signed,

and the Bids are generally in order.

4.15.2 The Bank may, at its discretion, waive any minor infirmity, non-conformity,

or irregularity in a Bid, which does not constitute a material deviation.

4.15.3 The Bank will first examine whether the Bid and the Bidder is eligible in

terms of Part 3 – Eligibility Criteria.

4.15.4 Prior to technical evaluation, the Bank will determine the responsiveness of

each Bid to the Bidding Document. For purposes of these Clauses, a responsive Bid is

one, which conforms to all the terms and conditions of the Bidding Document

without material deviations. Deviations from, or objections or reservations to critical

provisions, such as those concerning Bid Security, Applicable Law, Bank Guarantee,

Eligibility Criteria, Insurance, AMC and Force Majeure will be deemed to be a

22.02.2012 of 74

material deviation.

4.15.5 The Bank’s determination of a Bid’s responsiveness will be based on the

contents of the Bid itself, without recourse to extrinsic evidence.

4.15.6 If a Bid is not responsive, it will be rejected by the Bank and may not

subsequently be made responsive by the Bidder by correction of the non-conformity.

4.16 Technical Evaluation

4.16.1 Bids of only those Bidders who have been found to be in conformity of the

eligibility terms and conditions during the preliminary evaluation would be taken up

by the Bank for further detailed evaluation. The Bidders who do not meet the

eligibility criteria and all terms during preliminary examination will not be taken up

for further evaluation.

4.16.2 The Bank may use the services of external consultants for technical

evaluation.

4.16.3 The Bank reserves the right to evaluate the bids on technical & functional

parameters including visit to inspect live site/s of the bidder and witness demos of

the system and verify functionalities, response times, etc. The technical bids will be

evaluated inter alia on the basis of the following key criteria:

a) Certifications for the CD from the Vendor of the Banks’ ATM Switches.

b) Ability of the proposed CDs to meet functional requirements outlined in

this document.

c) Compliance with technical specifications laid down in the RFP.

d) Bidder /subcontractor's support facilities.

e) Project management capabilities of the Bidder.

f) Project management capabilities of the subcontractors, agents and

partners of the Bidder.

g) Bidder and his subcontractor's experience / expertise with respect to the

scope of work laid down in the RFP.

h) Availability of Managed Services Centre with a DR setup owned by the

Bidder / sub-contractor and its capacity to take additional ATMs.

4.16.4 Bidders who fulfil all qualifications mentioned in Part 3 of Eligibility Criteria

of this RFP are eligible to participate in this tender process.

4.16.5 Bank will evaluate the technical and functional specification of all the

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equipments quoted by the Bidder.

4.16.6 Bank reserves the right to waive any of the Technical and Functional

Specification during technical evaluation if in the Bank’s Opinion it is found to be

minor/deviation or acceptable deviation.

4.16.7 During evaluation of the Bids, the Bank at its discretion may ask a bidder for

clarification of its bid. The request for clarification and the response shall be in

writing, and no change in the price or substance of the bid shall be sought, offered or

permitted.

4.16.8 Bidders may be called to give presentation of their solutions with its

capabilities at their own cost, which will be taken into account for technical

evaluation of the Bidders.

4.17 Opening of Price Bids

4.17.1 Price bids submitted by only those Bidders whose bids are evaluated by the

Bank as technically responsive will be opened. The commercial bids of all bidders not

found eligible as per the requirements of this RFP will be returned to them

unopened against acknowledgement.

4.17.2 The Bidders shortlisted / evaluated for opening of the Price Bids will be

informed of the date / time / Venue of opening of price bids.

4.17.3 The L1 will be decided on the basis of the price quoted as per Part : 7 – “Price

Bid” of this RFP. The bidder should quote rates for financial transactions only. Failure

to do so will lead to disqualification of the bidder. The bank will not pay for non-

financial transactions. However, individual banks may offer value added services at

the CDs and negotiate the rate for those functionalities separately.

4.18 Contacting the Bank

4.18.1 No Bidder shall contact the Bank on any matter relating to its Bid, from the

time of opening of Price Bid to the time the Contract is awarded.

4.18.2 Any effort by a Bidder to influence the Bank in its decisions on Bid evaluation,

Bid comparison or contract award may result in the rejection of the Bidder’s Bid,

including forfeiture of the Bid Money.

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4.19 Award of Contract Criteria

4.19.1 The Bank will award the Contract to the successful Bidder who has been

determined to qualify to perform the Contract satisfactorily, and whose Bid has been

determined to be responsive, and is the lowest evaluated Bid.

4.19.2 All the Price bids would be arranged in ascending order and the L1 Bidder

would be identified as one whose bid has been evaluated to be the lowest.

4.19.3 No vendor can have more than 7 successful Bids across the country.

4.20 Bank’s right To Accept Any Bid and to reject any or All Bids

4.20.1 The Bank reserves the right to accept or reject any Bid /offer received in part

or in full, and to cancel the Bidding process and reject all Bids at any time prior to

contract of award, without thereby incurring any liability to the affected or Bidder or

Bidders or any obligation to inform the affected Bidder or Bidders of the grounds for

the Bank’s action.

4.20.2 Banks reserves the right to reject any Bid on security and other considerations

without assigning any reason.

4.20.3 Bank reserves the right to cancel the entire Bidding/procurement process at

any stage without assigning any reason whatsoever.

4.21 Notification of Award

4.21.1 Prior to expiration of the period of Bid validity, the Bank will notify the

successful Bidder/s in writing or by e-mail, that its Bid has been accepted.

4.21.2 The notification of award will constitute the formation of the Contract.

4.21.3 Upon notification of award to the L1 Bidder, the Bank will promptly notify

each unsuccessful Bidder and will discharge its Bid security.

4.21.4 After identification of L1 Bidder / multiple Bidders, each participating Bank

will follow its internal procedure for necessary approvals and thereafter proceed

with notification of award to L1 / Multiple Bidders as the case may be.

4.21.5 If the bidder is already L1 vendor in 7 Bids / Geographical clusters, he will not

be notified as successful in further Bids / geographical clusters.

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4.22 Order

The order will be placed exclusively with the L-1 bidder. In case the Bank decides to

terminate the contract (please refer to clause 4.38), the entire / unexecuted part of

Purchase Order will be offered to the L-2 bidder provided the L-2 bidder is willing to

match the L-1 price. If, however, the L-2 bidder is not willing to match the L-1 price,

the order will be cancelled and fresh tender floated by the Bank.

4.23 Signing of Contract

4.23.1 At the same time as the Bank notifies the successful Bidder that its’ Bid has

been accepted, the Bank will send the Bidder the Contract Form as per Format 8.10.

4.23.2 Within 15 days from the date of receipt of the Form of contract, the

successful Bidder shall sign and date the Contract and return it to the Bank.

4.24 Bank Guarantee

4.24.1 The selected vendor will be required to submit to each participating bank a

Bank Guarantee for an amount calculated @ Rs.10000/- per CD for the entire

contract period in the required format within 21 days from the Date of receipt of

notification of Contract. The Guarantee will be discharged by the bank on

satisfactory completion of the vendor’s obligations.

4.24.2 The proceeds of the Bank Guarantee shall be payable to the Bank as

compensation for any loss resulting from the Vendor’s failure to complete its

obligations under the Contract.

4.24.3 The Bank Guarantee shall be denominated in Indian Rupees and shall be

issued by a Scheduled Commercial Bank in India (other than the concerned bank),

acceptable to the Bank in the Format 8.11.

4.24.4 Failure of the successful Bidder to sign the contract and return it to the Bank

within 21 days from the date of award of contract shall constitute sufficient grounds

for the annulment of the award and forfeiture of the Bid security.

4.25 Publicity

Any publicity by the Vendor in which the name of the Bank is to be used will be done

only with the explicit written permission of the Bank.

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4.26 Advertisement

The successful bidders will be entitled to display, in the ATM room and on the ATM

screen, publicity material of Public Sector Banks or financial institutions which are

approved and regulated by entities like RBI, SEBI, IRDA, PFRDA etc. However, the

Bank can utilise the ATM screens for displaying its own products (to the extent of

33% of the available time). The exterior shall be devoted to the standard etc. as per

the specification of the Bank.

4.27 Insurance

It is the sole responsibility of the Vendor to obtaining adequate insurance cover for

the CDs and accessories, UPS, AC and other infrastructure deployed, Cash in transit,

Cash in the CDs and Cash held in Vault of the CMA. The Vendor is responsible to

reimburse the Bank the loss of Cash in transit, cash held in Vault of CMA without

waiting for settlement of Insurance claim.

4.28 Service Level Agreement

The selected Vendor shall enter into Service Level Agreement, containing all the

Terms and Conditions of this tender including confidentiality, non-disclosure and

penalty clauses, with the Bank for a period of 7 years.

4.29 Use of Contract Documents and Information

4.29.1 The Vendor shall not, without the Bank’s prior written consent, disclose the

Contract, or any provision thereof, or any specification, plan, drawing, pattern,

sample or information furnished by or on behalf of the Bank in connection

therewith, to any person other than a person employed by the Vendor in the

performance of the Contract. Disclosure to any such employed person shall be made

in confidence and shall extend only as far as may be necessary for purposes of such

performance.

4.29.2 The Vendor shall not, without the Bank’s prior written consent, make use of

any document or information for purposes of performing the Contract.

4.29.3 Any document, other than the Contract itself, shall remain the property of

the Bank and shall be returned (in all copies) to the Bank on completion of the

Vendor’s performance under the Contract, if so required by the Bank.

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4.29.4 The successful Bidders shall submit a non-disclosure agreement as per Format

8.6 on non-judicial stamp paper of appropriate value before signing the contract.

4.30 Patent Rights

In the event of any claim asserted by a third party of infringement of copyright,

patent, trademark, industrial design rights, etc., arising from the use of the Goods or

any part thereof in India, the Vendor shall act expeditiously to extinguish such claim.

If the Vendor fails to comply and the Bank is required to pay compensation to a third

party resulting from such infringement, the Vendor shall be responsible for the

compensation to claimant including all expenses, court costs and lawyer fees. The

Bank will give notice to the Vendor of such claim, if it is made, without delay. The

Vendor shall indemnify the Bank against all third party claims.

4.31 Inspection

4.31.1 The Bank reserves the right to carry out inspection by a team of Bank

officials, of any of the existing live installations of the Vendor referred to in the

Technical Bid or demand a demonstration of the solution proposed on a

representative model in bidder’s office.

4.31.2 Nothing stated hereinabove shall in any way release the Vendor any

obligations under this contract.

4.32 Uptime Calculation

4.32.1 Uptime is calculated as accessibility / availability of the CDs for all types

of transactions (list of transactions mentioned in technical specifications) supported

on the CD. Availability should be for the end customer and the customer should be

able to perform all transactions (financial & non-financial) that are supported on the

CD including generation of the receipt on completion of transaction, dispensing of

cash of all denomination for which ATM is configured.

4.32.2 Availability of ATM Delivery Channel is of critical importance to the bank and

therefore, it requires uptime availability, as detailed below, for each CD for a

calendar month (excluding the month in which the CD is installed):

4.32.3 The vendor will maintain a minimum uptime for CDs as detailed below:

Urban centres (where overnight vaulting facility [OVF] is available) - 97%

Urban centres (where OVF is not available) - 96%

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Semi-urban & Rural centres - 95%

4.32.4 For the purpose of calculation of Uptime, the Bank will treat CD as “Up” if

successful transactions are taking place reported in ATM Switch including business

declines on cash withdrawals such as insufficient balance and wrong PIN entries but

excluding suspected transactions.

4.32.5 Successful Transactions

i. The Transaction will be treated as Successful, in case of transaction hitting

the Switch but Cash dispensation/acceptance failure causes due to the

reasons attributable to the Bank.

ii. The Transaction will be treated as Unsuccessful in case of transaction hitting

the Switch but Cash dispensation/acceptance failure causes due to the

reasons attributable to the Vendor.

4.32.6 The following will be Standard Exclusions while calculating availability:

i. A maximum of 10 hours per month for performance of Supervisory duties

and Preventive Maintenance

ii. Actual downtime due to Cash Out on account of non-supply of cash by

the Bank.

iii. Actual downtime on account of ATM Switch downtime

iv. Force Majeure cases

v. Non availability of connectivity for onsite ATMs

vi. Core Banking Solution Host outages

vii. Rural CDs going down between 9 pm to 7 am

viii. Any other cause attributable to Bank’s infrastructure

For example, if the month has 30 days i.e. 720 hours, 10 hours will be deducted for

Supervisory Time and Preventive Maintenance (assuming that there is zero

downtime on account of non-supply of cash and the non-operation of Switch). Of the

remaining 710 hours, the bidder has to ensure that the downtime does not exceed

the limits specified in Clause 4.35.3 above.

4.32.7 Penalties

For failure to ensure minimum availability per CD calculated on monthly basis, the

penalty will be levied as under:

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Availability Urban with OVF Urban without OVF Semi-Urban & Rural

below 97% 3%

below 96% 5% 3%

below 95% 7% 5% 3%

below 94% 10% 7% 5%

below 93% 12% 10% 7%

below 92% 15% 12% 10%

below 91% 17% 15% 12%

below 90% 20% 17% 15%

For example, if the monthly bill for a particular CD in an Urban area with Overnight

Vaulting Facility is Rs.20,000/- and the availability of the machine is 92.67%, it incurs

a penalty to 12%. Accordingly, 12% of Rs.20000/-, i.e. Rs.2400/-, will be deducted for

this particular bill.

4.32.8 Other Penalties

a. The Vendor shall be charged penalty for Cash outs in any CD due to his lapse

at the rate of Rs. 1,000/- per instance, per day. There will be no exclusions

(other than standard exclusions) in this regard. This penalty will be

concurrent with other penalties and the vendor will be required to pay only

the amount which is higher.

b. Whenever the vendor is required to produce DVSS images in case of disputed

transactions but is unable to do so for any reason, the vendor will be liable to

pay the disputed amount.

c. In case of Preventive Maintenance not being carried out once in quarter

and/or Pest Control/Anti-rodent measures not being carried out once in a

year, a penalty of Rs. 500/- per instance per site will be levied.

d. The Vendor will ensure to respond to Maintenance Service calls within the

response times as set out below:

i. For severe defects resulting in CD being completely non-operational

Within 2 hours within municipal city limit

Within 4 hours beyond municipal city limits but upto 30 kms

Within 6 hours beyond 30 km of the municipal limits

ii. For operational defects in CDs which are still functional and usable

Within 4 hours within municipal city limit

Within 6 hours beyond municipal city limits but upto 30 kms

Within 8 hours beyond 30 km of the municipal limits

iii. For failures which are not critical

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Within 1 day within municipal city limit

Within 2 days beyond municipal city limits but upto 100 kms

Within 4 days beyond 100 kms of the municipal limits

e. The Vendor will be given compensation/credit in the event of ATM Switch

downtime of beyond 1 hour per month. The compensation/credit will be

calculated pro rata based on the no. of daily average transactions of previous

month for which invoice is raised by the Vendor.

4.32.9 For each of the downtime, there should be a base data, which captures the

date and time of non-availability (the start date and time and also end date and time

for each non-available reason). Reports should be generated automatically from the

data based on scheduled tool. In cases of disputes on uptime, Bank will share its

downtime details and Bank’s decision will be final.

4.33 Operationalising the Services

4.33.1 The Vendor shall be responsible for operationalising all the services

stipulated under this RFP within 6 weeks from the date of purchase order. The

Vendor shall operationalise the CDs in a phased manner in consultation with the

Bank.

4.33.2 Any delay in implementation / operationalisation beyond the target date will

attract a penalty of Rs. 2,000/- per day per CD for number of days of delay.

4.33.3 The CD will be commissioned after the successful testing of the following On-

Us/Off-Us transactions along with successful functioning of the DVSS: (i) Cash

Withdrawal, (ii) Cash Acceptance, (iii) PIN change, (iv) Balance Enquiry.

4.33.4 The vendor is required to supply the CDs with the specifications as detailed in

the Part 6 of this RFP. However, if all specifications are not readily available, the

vendor may

i. Roll out CDs with UL-291 compliant safes, which must be UL-291 certified

within 6 months from the date of awarding the contract

ii. Roll out CDs with 2 currency cassettes in rural area which must be upgraded

to 4 cassettes within 6 months from the date of awarding the contract.

iii. Rollout CDs without Single Note Acceptor (SNA) which must be made

available within 9 months from the date of awarding the contract.

The bank will, however, levy a penalty @ Rs.1000/- per month per CD for default of

each of the above stipulations separately, e.g. If CDs are rolled out without all the

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three requirements, the vendor will be liable for a penalty of Rs.2000/- per CD per

month from the 6th month onwards for the default for (i) and (ii), and Rs.3000/- per

CD per month from the 9th month onwards for all three stipulations.

There may be such vendors who fail to adhere to such stipulations beyond the

stipulated period. All such vendors will be debarred from future contracts.

4.34 Termination of Contract

4.34.1 The Consortium of banks reserves the right to cancel the entire / unexecuted

part of Purchase Order at any time by without assigning appropriate reasons in the

event of one or more of the following conditions:

a) Non-satisfactory performance of the Vendor during implementation and

operation.

b) Failure to integrate / implement the project as per the requirements of

the Bank.

c) Serious discrepancies noted in the implementation of the project.

d) Breaches in the terms and conditions of the Order.

e) The average availability in three consecutive months of all the CDs taken

together is less than 90%.

f) The vendor or his contractors are found to be indulging in unfair

practices/committing frauds.

g) The general maintenance of the sites and equipment is poor and there is

no improvement despite bringing it to the notice of the vendor.

h) The vendor repeatedly defaults in payments of site rent, electricity and

communication bills, statutory dues, other subcontractors, etc.

i) The Bank suffers a reputation loss on account of any activity of the

vendor.

j) The vendor becomes bankrupt / insolvent. In this event, termination will

be without compensation to the Bidder, provided that such termination

will not prejudice or affect any right of action or remedy which has

accrued or will accrue thereafter to the Bank.

4.34.2 In addition to the cancellation of purchase order, the Bank reserves its right

to invoke the Bank Guarantee given by the bidder.

4.34.3 In case of breach of contract on part of the Vendor or the Bank, the affected

party shall serve notice of breach on the other party. The party committing the

breach shall, within 90 days of service of such notice take adequate steps to remedy

the breach, failing which the affected party may enforce performance in accordance

with applicable clauses of the Agreement.

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4.34.4 Upon breach of contract and after the expiry of the notice period, if the

Vendor fails to improve the performance and/or, does not take steps to remedy the

breach, the Bank will be compelled to initiate takeover of assets. Under such

circumstances following will be applicable:

a) The value payable by the Bank to the Vendor will be depreciated amount

of the fixed assets like CD machine, UPS, AC, VSAT, etc. as on the date of

notice. The applicable rate of depreciation would be @20% p.a. for the

invoice value of fixed assets inclusive of taxes, calculated on straight line

method. (However, the Vendor may apply its own depreciation rate and

method for maintaining its books of accounts internally).

b) All other clauses (b) to (e) mentioned in 4.38.1 above are applicable in

case of breach of contract also.

4.35 Review Meeting

The participating banks together will hold a review meeting for each geographical

cluster with the authorized representatives of the selected vendor periodically to

review the project implementation and operation. In case of non satisfactory

performance (refer to 4.34.1 above), the successful bidder will be given time till the

next review to improve the performance. If the Consortium is not still satisfied with

the performance, bank reserves the right to terminate the contract, invoke the

performance bank guarantee given by the vendor and award the remaining order to

the L2 bidder provided he is willing to match the L-1 price. Performance reviews will

be conducted at District level also by the identified local coordinator.

4.36 Force Majeure

4.36.1 The Vendor or the Bank shall not be liable for default or non-performance of

the obligations under the contract, if such default or non-performance of the

obligations under this contract is caused by any reason or circumstances or

occurrences beyond the control of the Vendor or the bank, i.e. Force Majeure. For

the purpose of this clause, “Force Majeure” shall mean an event beyond the control

of the parties, due to or as a result of or caused by act of God, wars, insurrections,

riots, earth quake and fire, revolutions, floods, epidemics, quarantine restrictions,

trade embargos, declared general strikes in relevant industries, satellite failure, act

of Govt. of India, events not foreseeable but does not include any fault or negligence

or carelessness on the part of the parties, resulting in such a situation. In the event

of any such intervening Force Majeure, either party shall notify the other in writing

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of such circumstances and the cause thereof immediately within five calendar days.

Unless otherwise directed by the Bank, the Vendor shall continue to

perform/render/discharge other obligations as far as they can reasonably be

attended/fulfilled and shall seek all reasonable alternative means for performance

affected by the Event of Force Majeure.

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

less than the duration of such delay. If the duration of delay continues beyond a

period of 180 days , the Bank and the Vendor shall hold consultations with each

other in an endeavor to find a solution to the problem. Notwithstanding above, the

decision of the Bank shall be final and binding on the Vendor.

4.37 Jurisdiction

All disputes would be subject to Indian laws and jurisdiction, and settled at courts in

Mumbai.

4.38 Audit

The vendor shall allow the Bank, its authorised personnel, its auditors (internal and

external), authorised personnel from RBI / other regulatory & statutory authorities,

and grant unrestricted right to inspect and audit the operations and records directly

related to the services. In case any of the services are further outsourced/assigned/

subcontracted to other vendors, it will be the responsibility of the vendor to ensure

that the authorities / officials as mentioned above are allowed access to all the

related places, including that of CMAs’ vaults, for inspection and verification.

4.39 Indemnity

4.39.1 The Vendor shall indemnify, protect and save the Bank against all claims,

losses, costs, damages, expenses, action suits and other proceedings, resulting from

any actions of the employees or sub-contractors, agents of the Vendor.

4.39.2 The Vendor shall indemnify, protect and save the Bank against all claims,

losses, costs, damages, expenses, action suits and other proceedings, resulting from

infringement of any law pertaining to patent, trademarks, copyrights etc. or such

other statutory infringements in respect of all hardware and software used by them.

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4.40 Compliance with Statutory and Regulatory Provisions

It shall be the sole responsibility of the Vendor to comply with all statutory and

regulatory provisions while delivering the services mentioned in this RFP.

4.41 Taxes and Duties

4.41.1 The Vendor shall be entirely responsible for all applicable taxes, duties, levies,

charges, license fees, road permits, etc. in connection with delivery of products at

site including incidental services and commissioning.

4.41.2 The vendor must also ensure that all applicable laws framed by the Central

Government, State Government and Local Bodies, including payment of applicable

minimum Wages and all laws pertaining to contract employees/ labour laws are

complied with while providing caretaker services. The vendor may have to execute

an indemnity bond in favour of the Bank in this regard.

4.41.3 Providing clarifications/particulars/documents etc. to the appropriate tax

authorities for assessment of tax, compliance with labour and other laws, etc will be

the responsibility of the vendor at his cost.

4.41.4 Tax deduction at Source - Wherever the laws and regulations require

deduction of such taxes at the source of payment, the Bank shall effect such

deductions from the payment due to the Vendor. The remittance of amounts so

deducted and issuance of certificate for such deductions shall be made by the Bank

as per the laws and regulations in force. Nothing in the Contract shall relieve the

Vendor from his responsibility to pay any tax that may be levied in India on income

and profits made by the Vendor in respect of this contract.

4.42 Payment Terms

Payment will be made by the Bank on monthly basis in arrears on aggregated basis

within 20 days on submission of invoices by the Vendor along with the monthly

downtime reports and muster rolls.

4.43 Minimum Guarantee

The bank will pay a minimum guarantee amount of Rs. 10,000/- per month, per CD

for an initial period of 6 (six) months including the amount payable for the

transactions put on the ATM.

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4.44 Other Equipment

The bank reserves the right to install other equipment at the site to take care of

value-added services, e.g. payment of taxes, bills, etc., being currently handled by

bank’s ATMs and CDs.

4.45 Caretaker Service

Caretakers Services will be optional. Individual banks may, however, ask the

vendor to provide this Service at identified sites for which they will negotiate the

rate for Caretaker Services with the vendor separately.

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PART 5 : SCOPE OF WORK FOR CD OUTSOURCING SERVICES

5.1 Cash Dispenser (CD) procurement, installation and maintenance

a) Bidder is responsible for procurement, installation and maintenance of CDs

as per the Technical Specifications mentioned Part 6 of this RFP document.

b) Bidder should provide all new CDs (not refurbished) with biometric

functionality.

c) The CDs should be maintained by the Bidder / Vendor for the contract period

of not less than 7 years. The AMC shall be carried out by OEM or its

authorized dealers for a period not less than 7 years.

d) CDs deployed should comply with RBI, IBA, EMV, NPCI/NFS guidelines. If any

new guidelines are issued by these organisations, the bidder/vendor shall

arrange for its compliance / upgradation and bear the cost for the same.

5.2 Centralized Electronic Journal (EJ) Pulling / software distribution

5.2.1 Electronic Journal (EJ)

a) The ATMs / CDs deployed should be compatible with the EJ pulling software

agents such as Tranxit/SDMS/Radia/Infobase etc.and /or with any other EJ

pulling agent that may be deployed from time to time. Agent installation on

ATMs / CDs as may be required from time to time will be the responsibility of

the bidder / vendor and will be done free of cost i.e. without any cost to the

Bank.

b) The Vendor should have the facility to extract the Electronic Journals of all

the transactions in each of the ATMs, to a centralized location /Server.

c) The vendor has to provide EJ on T+1 basis for reconciliation purposes to bank

in the format desired by reconciliation software of the bank.

d) ATM-wise EJs should be stored in the EJ server of the Vendor at a centralized

location for minimum period of 6 months. Bidder to ensure EJ pulling from

the ATM at specified time as per Bank/vendor's specifications. ATM-Wise EJs

pulled are to be spooled separately and pushed to the designated server on

daily basis. ATM-wise EJ data should be made available for a minimum period

of twelve months. The EJ data may be purged by the Bidder after seeking

confirmation of the Bank, after taking necessary Backup and handing over

this backup to Bank’s Team.

e) EJ pulling should be done on daily basis and sent to banks’ designated servers

on T+1 basis.

f) The Vendor should provide EJ viewer facility to the Bank.

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g) In case of settlement of any claim of the Cardholder by the Bank in the event

of non-availability of EJ for the same, the Bank reserves the right to recover

the amount of transaction claim from the Vendor.

h) The process of extracting and sending EJ to Bank’s DC:

i. The EJ’s will be pulled each day between 00:00 Hrs and 07:00 Hrs. for

the previous day through automated schedules configured for daily EJ

pulling at the server.

ii. The EJ’s which cannot be retrieved through the automated schedules

shall be retrieved & delivered to the Bank on next day before 1.00 pm.

iii. Customer transactions will take precedence over the EJ pulling

process and if a transaction occurs while EJ is being pulled the EJ

process will be stopped to complete the transaction. The remaining

part of the EJ will be pulled after the transaction is completed.

5.2.2 Content Management

a) Vendor should provide Software and Screen distribution from central

location to different CDs rolled out under the tender to facilitate individual

configuration and screen displays.

b) Facility for remote loading of CD screens and Software distribution should be

available including provision of software for such facilities and the activity

should be carried out by the bidder/vendor free of cost. The Bank will not

provide any software/agent for the same nor pay for these agents separately.

c) The CD screen will only be used for display of publicity material of Bank or

financial institutions which are approved and regulated by entities like RBI,

SEBI, IRDA, PFRDA etc. (Subject to compliance with regulatory guidelines).

However, the Bank can utilise the ATM screens for displaying its own

products (to the extent of 33% of the available time).

d) The screen distribution should be platform independent – should support

Windows XP operating system normally installed on Banks CDs.

e) The system adopted should be capable of distributing screens at CDs running

on VSATs, leased lines, CDMA, RF, Wifi etc.

f) The solution should support PCX, GIF, MPEG, FLC, FLI and other audio / video

file formats.

g) The solution should be capable of centralized distribution of screen at

scheduled and ad hoc basis.

h) The solution should be capable of centralized distribution of software

upgrades and patches to the CDs.

i) The solution should be capable of centralized distribution of antivirus patches

to the CDs.

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j) The solution should be capable of distributing screens at specified number of

CDs.

k) The solution should be capable of performing rollback if the ATM needs to be

brought to the previous state.

l) All necessary hardware / software etc. shall be provided by the bidder for

screen distribution.

m) The connectivity with back up arrangement between the managed center of

the bidder and Bank’s Data Center and DR Site shall be provided by the

Bidder at no extra cost to the Bank.

n) The bidder shall provide the MIS/Reports confirming the download.

5.3 Networking for connectivity of CDs

5.3.1 Switching

Switching of ATMs will be the responsibility of respective Banks.

5.3.2 On-site CDs

Networking of On-site ATMs to ATM Switch at Bank’s DC and DR site will be provided

by the Bank through branch LAN Switch and router. The necessary LAN Cabling for

the purpose will be done by the Bank.

5.3.3 Off-site CDs

a. All the Off-site CDs should be networked by the bidder / vendor to Banks

ATM Switch hosted at participating banks’ Data Centre DR locations.

b. The vendor should provide reliable and uninterrupted connectivity for offsite

CDs. Using leased line / CDMA (minimum 9 kbps)/ VSAT (minimum 6 kbps).

Newer technologies like WiMax, 3G etc. will also be acceptable subject to the

clearance from Bank’s Information Security Department.

c. Bidder should also arrange for VSAT backhaul (Bharti Airtel, HECL, HCL

Comnet, etc.), 3G, Wimax, CDMA backhauls for connecting to the Bank’s ATM

Switch and DR.

d. Leased circuits for backhaul links shall not be shared with any other

customer.

e. The backhaul link each between Networks service provider’s Hub/NOC, to

banks’ Data Centres and Disaster Recovery Centres should be configured with

end to end IP Sec, 3DES. Managed Services center of the Bidder also need to

be connected to banks’ Data Centres and Disaster Recovery Centres for

monitoring purpose.

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f. A backup link of 2 mbps or higher to the Primary Backhaul links from a

different service provider with end-to-end IP Sec/3DES or any higher version

should also be provided by the Service Provider.

g. Bidder should provide, install and maintain routers and/or other network

equipments at Bank’s Data Centres and Disaster Recovery Centres and at the

vendor’s Hub/NOC. This should be done in consultation with banks’

Networking Departments.

h. The Vendor should allocate dedicated IP addressing scheme in co-ordination

with Bank’s Networking Department/ System integrator of the Bank.

i. The proposed networking plan with all technology details should be enclosed

to the Technical Bid.

j. The Vendor is required to undertake all the up-gradation / installation of

Operating System patches as and when required. The Vendor should ensure

that their network equipments installed at Bank’s DC and DRC are on dual

power supply.

k. The Network should adhere to the following security aspects:

i. Strong Authentication( authentication )

ii. IPSec tunnel for the traffic from CD to banks’ Data Centres and

Disaster Recovery Centres, as advised by the bank to ensure data

confidentiality.

iii. Segregation of proposed network from other customers. If total

physical segregation is not feasible, network level access controls

including firewalls and router based access control should be

implemented to ensure that there is adequate logical separation

between the different systems/networks at the Hub/NOC.

l. The Bank reserves the right to conduct post-implementation audits of the

Network to ensure that the security controls are in place.

m. The Vendor should carry out necessary configuration changes in their

network, if in future the Bank decides to carry out design modification and/or

application modification to the Banks’ ATM network, including modification

for the security policy implementation. The cost of such configuration

modifications should be entirely borne by the Vendor.

n. Bidder should have clear Disaster Recovery and Business Continuity Plan and

the details of the same should be furnished.

5.4 Site Implementation Services (SIS)

5.4.1 The On-site CDs will be installed at the Bank’s branch locations. The Bank will

provide the following:

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a) Site will be provided by the Bank i.e. room with shutter.

b) The electricity connection upto the ATM room.

c) Payment of site rental

d) Separate sub-meter for electricity supply

e) Networking arrangements including LAN Cabling.

f) Expenses for On-site CD relocation (if desired by the Bank).

5.4.2 In case of any specific site, where the bank wants to set up a CD but the

vendor is reluctant on account of very high rental (i.e. above Rs.5000/- for Rural

centres, above Rs. 8000/- for Semi-Urban centres and above Rs.12000/- for other

centres), the rental for such site will be paid by the bank and payment to the

vendor will be as per the per transaction rates for on-site CDs.

5.4.3 Site Work Specifications

Bidder would be responsible for Site preparation and electric work as per the

following specifications (the colour scheme will, however, be bank-specific):

Item Description

1. FLOORING

Providing and fixing of 2' x 2’’ Vitrified ……… colour anti-skid tiles for flooring (only).

Laying of Tiles for steps and Raisers depending on the site conditions.

2. FALSE CEILING

Providing and fixing exposed 'T' section suspended from the ceiling, including

necessary framework for the Armstrong type False ceiling.

5. PAINTING

Providing & applying 2 coats of enamel paint to the existing Rolling Shutters.

4. FIXED GLAZING

Providing and fixing external fixed glazing comprising of 10 mm Modifloat, Saint

Gobain, Asahi make clear glass covered with 100 mm x 50 mm aluminum sections

and clip with ……… colour mat finish powder coated (need transparent froster film

on glass).

5. MAIN DOOR

Providing and fixing polycarbonate door comprising of 2" x 2" vertical member and

top member, 50 mm x 150 mm top & bottom member, aluminum of Jindal make,

black powder coated, floor spring of Indus, Everite, Opel make, clip sections, 8mm

clear Modifloat/ Saint Gobain glass. Aluminium sections with groove for vertical,

top and bottom members to house wool/ rubber weather strip.

22.02.2012 of 74

6. PANELLING

Panelling at entrance and walls to 7ft. / 8 ft. height made of 2" x 2" Aluminum box

section with 5mm ISO Aluminum Composite Panel.

Exterior Panelling of shutter with 4 mm Aluminum Composite Sheet with trap door

and all accessories.

7. PARTITION

Providing and fixing of 2"x2" Aluminum Box Section partition with 5 mm Aluminum

Composite panel / sheet lapped on front side and back side (only where backroom

is available) with 8 MM thick plywood finished with ……….. colour enamel paint.

Providing and fixing of flush Door with teak wood louvers, and necessary

accessories

8. EXTERNAL CCTV CAMERA

All sites must be provided with a high resolution external CCTV camera capable of

capturing identifiable images. It should be located at a secure, hidden spot to

record all events within the site but should not be positioned so as cover the Pin

Pad. It should be capable of providing Time Stamp.

9. GROUTING

Drilling 10”-12” holes in the flooring and hammering metal sleeves in these holes.

Putting in Anchor fasteners - min. 8” long anchor fasteners, preferably of Fischer

make. Applying resin adhesive (Araldite) over the finished bolt positions for

improved bonding.

Note : Colour schemes will be bank-specific.

Electrical work specification

Item Description

8. ELECTRICALS

Flame Retardant Low Smoke (FRLS) wires of (Finolex/R.R.Kablr/Anchor/Havell’s

/Polycab) make are to be used.

4.0 sq. mm wires are to be provided from main supply and air-conditioner

(wherever installed) power supply, with earth wires of size 2.5 sq mm. 2 Nos Metal

clad with 20A MCB for Aircons

2.5 sq mm wires are to be provided for UPS supply circuits, lighting circuits and

board light supply with 1.50sq. mm. earth wire. 20 Amps metal clad plug and

socket DB is to be provided for input and output supply of UPS

22.02.2012 of 74

15A Cable tops, cables for input and output to and from UPS Unit.2 Nos. Metal clad

with 20A MCB for UPS input and Output,

Providing and fixing modular type switches/ sockets of make Legard, Mossaic/ M.K

India wrap around/ Schneider Electric Cllpsal/ Anchor – Ave, Woods / Havell’s –

Crab Tree. 6 Nos light points comprising of 6A Single switch for CFL and LED lights,

9. MAIN CABLING

Providing & laying of 10 Sq. mm. UG cable from ATM main DB to panel board.

10. EARTHING

Supply & installation of 500x500x5mm copper plate earthing with 2.5 m long

500mm dia 'B' class G.I. Pipe with No. 8 copper wire from the bottom of pipe to top

clamp and perforated holes, cast iron funnel with wire gaize on top of watering

arrangement, electrode buried alternative layers of Salt/Charcoal providing double

clamp arrangement on top using fastened to the earth electrode with suitable

brass bolt & nut as required including masonry chamber construction. P/f of 6 Sq

mm PVC insulated copper wire with proper conducting from earth pit to UPS.

11. DATA CABLING

Finolex 4 pair Cat - 6 Cable wiring with I / O socket in PVC pipe with proper

conduiting. Additional Cat 6 cable is required on same root as backup.

VSAT Cable Conduiting :- Cable to be conduit in flexible pipe with proper clamping

from ODU to IDU

12. SIGNAGE & LOLLIPOP

Vinyl made of appropriate size for the site

13 .ACCESSORIES

Chair-1 No good quality / branded plastic chairs with handles for Security guard,;

Ready make light blue colour plastic Dust Bin -1 No for waste papers

Soft Board for displaying notices- 1 no, 12 mm thick soft board covered with 25

mm X 25 mm teakwood frame covered with blue coloured carpet cloth

Writing Glass -1 No, Brochure Holder -1 No.

Fire Extinguisher-1 No.,2 kg. ABC type

Burglar Alarm- 1 No,

Door Matt 1 nos.

a. The vendor is required to install and maintain UPS with minimum 4 hours

battery backup. At all locations or where electricity availability is erratic, battery

backup should be 8 hours is required. However, it is responsibility of the Vendor to

22.02.2012 of 74

arrange for uninterrupted power supply for ATM functioning. In areas where there is

load shedding, the Vendor should arrange for alternate Power supply arrangements

like Diesel Generator set, solar power, etc. to maintain the prescribed uptime per

CD. UPS units should be SNMP enabled for Centralized Monitoring and control

purpose.

b. The vendor must ensure ambient environment for the machines.

c. At least 33% of the CDs (to be decided by each bank) have to be enabled for

the visually challenged and the physically challenged as per RBI instructions. The

CD must be suitable for wheel chair based operation / for the visually challenged

and a ramp should be made at as part of SIS at sites identified by banks.

d. The bank may undertake a quality test check of not more than 10%

randomly selected sites by its own or external auditors of its choice to ascertain

adherence to the technical specifications (both civil and electrical) at the cost of

the vendor. In case of non-adherence in a few cases, the vendor will be required to

regularize the position within a period of 90 days. In case of failure to do so or in

case of general non-adherence of the technical specifications, bank may consider

termination of the agreement as detailed in Clause 4.34 of this RFP.

5.4.4 Off- Site CDs

Bidder/Vendor shall conduct site identification exercise and offer suitable site in the

vicinity of locations desired by the Bank. Bidder/ Vendor would be responsible for

the following:

a. The site should be at the ground floor and on the main road at the prominent

locations like corporate outlets, market places, malls, etc.

b. The area of site shall be 70 - 100 sq ft. suitable for installation of CD

c. Site should be accessible round the clock. However, exceptions would be made

in case of certain establishments where public access is prohibited after certain

time only with prior permission of the Bank.

d. Bank will indicate broad area of the centre, name of District, etc. The Bank’s

prior approval is not required to be obtained by the Vendor.

e. The Vendor will, however, seek confirmation about the bank’s link branch for

Cash Replenishment which, in normal course, will be advised within one week by

the concerned Regional Office.

f. The Vendor should enter into lease agreement/ownership for the site, roof

rights in case of VSAT installation/solar panel installation where new ATMs /CDs

are proposed to be installed.

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g. Vendor is responsible for timely payment of Rent, electricity bills, all applicable

taxes, lease deed expenses and any other expenses.

h. Obtaining all statutory approvals from the landlords and municipal and

concerned authorities.

i. Installation and maintenance of UPS with minimum 4 hours battery backup. At

locations or where electricity availability is erratic, battery backup should be 8

hours is required. However, it is responsibility of the Vendor to arrange for

uninterrupted power supply for ATM functioning. In areas where there is load

shedding, the Vendor should arrange for alternate Power supply arrangements

like DG set, solar power, etc.

j. Site preparation as per the specifications given in 5.4.3 above.

k. Bank’s prior approval is required to be obtained, in case the Vendor desires to

relocate any of the CDs for reasons other than request from the Bank at his own

cost.

l. Any licenses/authorizations required for installation of ATM at selected site shall

be arranged by Bank in the name of the Bank.

m. The vendor must ensure ambient environment for the machines.

5.4 Site Maintenance and Cleaning services

a) The Vendor should ensure maintenance of ambience of ATM site. The site should

be stain free, dust free. Vendor should undertake the following site maintenance

activities:

i. Cleaning and mopping the entire site twice in a day.

ii. Cleaning includes flooring, glass door, laminates, ceiling, ATM

machine, AC fins, dusting the other fixtures in ATM room.

iii. Electrical and lighting maintenance like replacing lights, tubes, bulbs,

holders, electrical switches, starters, chokes, etc. as and when

required. The problems with the lights including replacements are

rectified within 4 hours.

iv. All lights within the CD room and outside like Backlit signage, Glow

sign boards and all other lights are functioning at all times.

v. Conducting earthing checks

vi. General maintenance of UPS, AC units, flooring, ceiling, Leakage /

Seepage, Signage repairs/replacements, replacement & maintenance

of Door closures, lights, etc..

vii. Preventive Maintenance at least once in a quarter under advice to the

bank.

viii. Pest control services at least once in a year

ix. Replenishing posters, stickers as and when required as when required

by the Bank and provided the Bank.

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b) Bank officials will inspect the site a least once in a month. The vendor should

repair / replace the defective / non-functioning furniture, fittings and equipment

within two days of the official communication to the Vendor.

c) The Vendor and/or his equipment suppliers/agents/partners should have

presence in major cities/district headquarters with support offices and spare

part supply depots.

d) The Vendor and/or his equipment suppliers/agents/partners should have

adequate number of engineers and trained personnel to ensure quick

resolutions and minimum downtime.

5.5 Caretaker Services (Optional)

In case, Caretaker Services are opted for by any bank, the vendor must ensure that

a) smartly uniformed, alert and attentive personnel is present 24x7x365 at the

site.

b) The caretaker engaged should be able to provide minimum guidance to the

Cardholders.

c) a policy is in place for engaging caretakers including background check.

d) all applicable laws framed by the Central Government, State Government and

Local Bodies, including payment of applicable minimum wages and all laws

pertaining to contract employees/ labour laws are complied with while

providing caretaker services. The vendor may have to execute an indemnity

bond in favour of the Bank in this regard.

If the Vendor proposes to engage services of other agencies, full details of all

contractors parties to be enclosed.

5.7 Incident Management (IM) Services

5.7.1 Bank will be responsible for providing Switch Data Feed to the Bidder for the

purpose of managing the CDs deployed by the Vendor.

5.7.2 Bidder should provide connection between the Managed Services Centre and

ATM switch with high level security standards like network connectivity through

IPSEC / 3DES dedicated servers located at Bidder’s end to remotely run special

commands, firewall / De Militarized zone (DMZ) and other IP security methods

22.02.2012 of 74

5.8 Central Help Desk for ATM fault reporting and queries

a) Bidder should provide a help desk that provides single point of contact

manned by expert personnel for all service teams / managing multiple parties

involved in resolving ATM uptime related problems.

b) The Central help desk should be customized to cater to the Bank’s

requirements, which eliminates any process duplication. In addition the

successful bidder would be expected to have a service centre with dedicated

telephone number in each of the districts in the geography for which they are

implementing the contract.

c) Bidder should install a dedicated telephone number with multiple lines to

support the load of incoming calls without rejection and receive all service

requests via that number.

d) Bidder should ensure the highest level of availability of each CD terminal and

entire ATM Network through Help Desk Services.

e) Single, integrated view of the network of the ATMs should be provided by

Bidder to know the status of each ATM. Any discrepancy noticed must be

rectified immediately in coordination with switch vendor and any third party

vendor involved

f) A web-based application with reporting tool should be made available to the

Bank’s ATM Dept. for monitoring performance of the ATM network.

g) The Vendor should maintain complete confidentiality in the matters related

to CD as they deal with the financial / customer data pertaining to the Bank.

5.9 FLM Services

5.9.1 The Vendor should attend to the following matters as are standard FLM

Services calls:

a) Clearing Paper Jam of JP roll and Receipt Printer roll

b) Removal or clearing of currency jams and captured cards.

c) Supply and Replenishment of consumables such as JP Paper, Receipt

paper, etc. without any quantitative limit.

d) Site maintenance, maintaining environmental conditions and Cleaning

work as mentioned above in para 5.6 of Scope of Work

e) Machine resets, CIT caused errors and other reasonable requests.

f) Replacement of defective LAN cables

g) Taking backup of camera images (of all three camera mentioned in

Technical Specifications) on monthly basis on a suitable backup media

and handing over the same to the controlling office.

h) Maintaining proper register of the backup taken for DVSS with

acknowledgement from Controlling Office and handover of backup to

22.02.2012 of 74

Controlling Office.

a) Bidder under FLM services should replenish the consumable like paper for

receipt printer and Journal Print and printer ribbon without any

quantitative limit.

b) If Thermal Paper used for Receipt / JP, it should have the quality to retain

the print at least for one year period.

5.9.2 Vendor should provide FLM services on 24 X 7 X 365 basis.

5.9.3 Preventive Maintenance should be conducted once in a quarter to ensure

that the ATM is maintained in good operating condition and the report should be

submitted to the Controlling Office concerned. Preventive Maintenance may be

scheduled at a time convenient Bank i.e. it should not affect the customer service.

5.10 Cash Replenishment Services (CRS)

5.10.1 Under this service, the Bidder should undertake replenishment of adequate

cash as often as necessary to ensure that the service at the ATM is not disrupted on

account of cash outage etc. The replenishment process, inter alia, would include

receiving cash from a designated Currency Chest/cash branch of the Bank,

conducting the ADMIN transaction at ATM,

performing End of Day (EOD) and

furnishing detailed MIS as required by the Bank and

any other activity related to the process.

5.10.2 Cash Management Services include monitoring and managing the availability

of Cash in the network of ATMs. The Vendor may undertake Cash Management

Services or authorize a third party Cash Management Agency (CMA) for the same.

Vendor should obtain prior approval of the Bank before appointing any agency as

CMA. Copies of the agreements entered into by the Service Provider with their CMA

agencies shall be made available with the bank. The Vendor will, however, act as

single point of contact for cash collection even if the cash related activities are

outsourced to third party i.e. CMA.

5.10.3 Online Cash Balances shall be provided by the Bank to Vendor regularly

through switch feed.

a) Vendor should conduct Cash forecasting exercise for CDs rolled out under

this tender of the Bank, based on analysis of the Cash dispensation pattern of

ATMs and suggesting limits for replenishment and its periodicity to the Bank

and managing special events and seasonal requirements.

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b) Bidder should send cash Indent to the cash branch by Day “0” (Day prior to

the cash is required to be supplied by the Bank to the CMA) for Vaulting of

Cash and Replenishment of cash.

5.10.4 Cash Replenishment and related Services

a) Bank is responsible for providing ATM FIT cash for replenishing the CDs.

b) The Bank will designate Braches called as Link Branch for providing Cash for

replenishing the CDs.

c) Vendor / CMA should pick up Cash from branches designated by the Bank.

d) Cash issues by the Bank should be used only for replenishment of bank’s CDs.

e) The Vendor shall be fully responsible for the actions and integrity of the

persons employed to carry out the function of cash replenishment.

f) The CMA should have Cash Vaulting facility and use secure armored cash

vehicles for pickup and delivery

g) The amount of cash picked up and replenished during a day must be squared

off during the next working day in the absence of vaulting facility, and

residual amount if any, must be deposited with the bank.

h) Bidder / Vendor should submit duly attested photo list, signatures of the

custodians and signatures of the authorized signatories to the cash issuing

Branch under its covering letter to the Cash Branch

i) CMA should perform End of Day (EOD) operation and generate Cash Balance

Report (CBR) which should be submitted to the Bank on T+1 basis. The CBR

should contain the following:

Opening Cash

Cash replenished

Cash Dispensed

Overage

Shortage

Cash in the Vaults of Service Provider or their agents.

Cash in the Divert Bin,

Closing Cash

EOD Time

j) CMA should perform physical ATM Cash Balancing on each occasion of Cash

Replenishment.

k) Cash replenishment details should sent to ATM cell at Bank’s DC on T basis

i.e immediately upon loading the cash in ATM and consolidated CBR report

needs to be submitted on T+ 1 Basis to the Bank.

l) These Reports shall be submitted on a daily basis in respect of each CD. The

Service Provider would also be required to submit a Comprehensive Cash

Reconciliation CBR on a daily basis.

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m) Upon reconciliation, if any difference is observed, the Bank’s reconciliation

team will intimate the same to the Vendor.

n) The Vendor should attend the same within 3 working days of reporting the

difference. If the service provider does not respond by the 3rd working day,

the difference amount will be recovered from the Service Provider on 4th

working day.

o) The Vendor should submit any other report that may be required by the Bank

from time to time.

p) CMA should undertake updating of Transaction Journal through Admin Cards.

q) CMA should handover JP rolls to the respective Cash Branch

r) CMA should collect captured cards from the ATM locations (wherever

applicable) and delivering them to the respective Cash branches of the Bank

for which a register shall be maintained by the Bank

s) CMA clear Reject bin / divert bin

t) Cash Indent will be prepared by Vendor & sent to the CMA Agency as well as

to Bank

u) Forecasting of Cash requirement for ATM should be based on past dispense

and average dispense of that ATM. However Cash indent/ replenishment at

an ATM should not exceed the quantum of cash envisaged to be required for

maximum upto 2 days and holidays.

v) Cash indent will be raised by Vendor on Day “0” by 4:00pm via e-mail on daily

basis except Sundays/Public/National Holidays. (Day “0” is a day on which the

indent is sent to Bank, Day “1” is a next working day of cash collection and

replenishment). Subsequently, cash will be given by Bank on day “01”during

the banking hours as agreed upon between the cash branch and the CMA.

w) Vaulting facility is mandatory at all locations where ten or more ATMs/CDs

are functioning. At all other centres, vaulting facility is not mandatory if not

available already. At all such centres, cash should be indented, collected,

replenished in CDs and surplus cash deposited back on the dame day.

x) Bidder should ensure that the Overnight Vaulting limits are not breached and

a daily monitoring is done as per the cash limit set by the Bank.

y) Bidder should to produce detail indent hard copy while obtaining cash from

Bank. Subsequently Vendor will provide Cash withdrawal Slip / Cheque to

Bank for posting necessary entries.

z) Vendor/CMA should count the Cash and also flip through the bundles before

accepting the Cash from Cash Branch.

aa) The Vendor shall be liable for any shortage of cash and counterfeit notes

found in the CD. Any such shortage must be made good by the Vendor within

4 working days.

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bb) Vendor should provide Vault Declaration to the Bank on regular basis.

Whenever a new vault is added the same will be inspected and approved by

the Bank.

cc) Bank reserves the right to conduct surprise inspection .of the Cash in Vault of

the Vendor/ CMA.

5.10.5 Takeover of existing ATMs

The prospective bidders would be under obligation to take over the operation and

maintenance services of ATMs which are now owned and operated by the Banks at

60% of the cost per transaction subject to the ATMs being in operation for less than

seven years with the same terms and conditions.

5.11 Security

The vendor will be primarily responsible of security of CDs and should use the latest

tools and gadgets to curb potential frauds.

5.12 Insurance

a) The Vendor should ensure that the entire cash of the Bank handled by it in

the vault/in transit/in CD is adequately insured with the bank as beneficiary.

b) Insurance value should be as per the actual value of cash being handled at

each Vault location and or in Transit or in CD.

c) Vendor should submit a copy of Cash insurance cover to the Bank.

d) In case of any cash Loss, the Vendor should reimburse the loss amount to the

Bank immediately, without waiting for settlement of Insurance claim.

e) The vendor will be required to furnish a Bank Guarantee as per Format 8.12

for a to be calculated @ Rs.25,000/- per CD for securing its obligations in

respect of vault loss and transit loss while providing the Cash Replenishment

Services in accordance with the terms of the Agreement. Such Bank

Guarantee is required to be valid till the validity of Agreement. In the event

of failure on the part of the vendor to pay for cash losses as per the terms

and conditions, the Bank shall be entitled to invoke the guarantee.

5.13 Compliance of Statutory and other responsibility

a) The Vendor should ensure that statutory, regulatory and all other guidelines

are complied with respect to the cash in transit and held in vaulting and

loaded in ATM /CD.

b) It shall be the sole responsibility of the Vendor to obtain required licences,

permissions etc from local or any other authority for cash transit or vaulting.

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c) Any penalty charged to the Bank for non compliance with any guideline or for

non obtainment of required permissions, licenses by the Vendor will be

reimbursed by the Vendor to the bank.

d) In the event of seizure of Bank’s cash for non compliance of any guidelines or

non obtainment of required licenses, permissions etc by the Vendor, all costs

incurred for release of bank’s cash will be borne by the Vendor.

5.14 MIS Report

The vendor is required to submit the following MIS Reports:

Sl.No. Report Description

Daily

1. Cash Out Report CDs down due to cash out situation

2. cash indent for all CDs for cash replenishment

To be submitted to Link branches

3. Consolidated correct & certified CBR To be submitted to Link branches

4. EJ Report Status of CD-wise EJ pulled

Monthly

4. Consolidated Exception Report Consolidated list of CDs which were out-of-service for more than 4 hours with downtime break up and reasons

5. Network Performance Report Performance of Managed Services with stress on call logging and escalations

6. Availability Report Availability trend analysis, causes of downtime, chronic CDs, action plan for improving availability

7. Consolidated Cash Out Report with cause and TAT(Turn-around-time) analysis

Monthly with ATM ID, Date and reasons

8. Any other report As and when required

PART 6 : TECHNICAL & FUNCTIONAL SPECIFICATIONS (TFS)

The vendor is required to supply the CDs with the specifications detailed below.

However, if all specifications are not readily available in the various models on offer,

the vendor may roll out CDs with different specifications for a period of first 6

months by which time the vendor should have the upgrades available. After the

expiry of the first 6 months, the vendor is expected to fulfill the specifications in all

the machines supplied earlier as well.

22.02.2012 of 74

A. RURAL AND SEMI-URBAN CDs

Sl.No. Features Yes/ No

(Remarks)

1 Processor

1.1 Low power processor – Equivalent to Atom or Celeron

1.2 RAM: 512 MB DDR2

1.3 2 x160 GB HDD providing data redundancy

1.4 Linux/Windows OS

1.5 Voice guidance support in local language with internal

speakers and head phone jack

1.6 OS hardening

2 Currency Chest

2.1 UL 291 Certified (or Vendor to get Certificate within 6 months

from date of awarding the contract failing which Bank will

levy a penalty of Rs. 1000/- per month per CD) Secure Chest

to be chosen by banks based on whether they would deploy

outside or not.

2.2 Dual combination Electronic lock (Optional – Dynamic

combination lock)

2.3 Alarm sensors for chest open status while sending

signal/messages to Switch/Management Centre

3 Dispenser

3.1 Friction / Vacuum pick technology

3.2 Dispense up to 40 notes per transaction

3.3 Dispense ATM fit notes

3.4 Indication of proper insertion of cassettes, if cassettes are

removable

3.5 Double Pick Module with 4 cassettes configuration (Vendor

may deploy machines with 2 cassettes also but the machine

must be upgraded to 4 cassettes within 6 months, failing

which banks will levy a penalty of Rs. 1000/- per month per

CD)

3.6 Divert cassette bin

3.7 Cassettes in ATM should hold minimum of 2500 new notes

each

3.8 Capable of dispensing Rs.50/-, Rs./100/-, Rs.500/- and

Rs.1000/- notes. All cassettes should be capable of dispensing

all Notes.

3.9 Dispense 4 or more notes per second

22.02.2012 of 74


(Remarks)

4 CASH ACCEPTOR (If Single Note Acceptor is not available

Vendors will be allowed time period of 9 months to develop

and install this facility, otherwise Bank will levy a penalty of

Rs. 1000/- per month per CD)

4.1 Single-note acceptor (piece-wise acceptor), to accept

denominations Rs. 50 to Rs. 1000, of teller grade

4.2 Traceability of currency pieces to specific transactions

4.3 Deposit cassette capacity(Divert cassette bin can be used for

it): 1000 pieces

4.4 The note acceptor should be capable of detecting

fake/counterfeit notes

5 Hybrid Dip Reader for Smart Card and Magnetic Stripe

5.1 Dip Smart Card Reader with capability to read track 1 & 2

5.2 EMV Version 4.0 or later, as certified for Smart Card

6 Customer Interface on ATM

6.1 Colour LCD 7” or higher

6.2 Rugged spill proof Triple DES enabled keyboard with

polycarbonate tactile / Stainless Steel (EPP pin pads) keys. EPP

Keypad to be PCI version 1.3 or later compliant. Braille keys.

6.3 Function keys support.

6.4 Trilingual Screen Support

6.5 PIN and finger print authentication (UIDAI compliant) as and

when it comes

7 Security

7.1 Capable of supporting Remote key Management -- DES

7.2 Triple DES with encryption / verification / validation software.

8 Integrated ATM Surveillance Solution

8.1 Solution must be capable of capturing image of the person. The

camera should be internal to ATM.

8.2 Solution should be able to store the images in a digital format

for minimum 3 months at an average of 300 transactions per

day.

8.3 Solution must be able to capture & stamp the transaction

information on the images.

8.4 The solution must have a search facility to locate an

image/event by date & time, card no., transaction reference

no. and ATM ID

8.5 The solution must be capable of being monitored from a

22.02.2012 of 74


(Remarks)

central location

8.6 The solution must not degrade the performance of ATM, e.g.

speed of normal transaction

8.7 The hardware should be integrated within the ATM

9 Software Agent

9.1 The ATM should be capable of supporting third party software

for eJ pulling services and software upgrades/distribution

should be possible.

10 Connectivity

10.1 Should have Network Interface Card 10/100 Mbps with

Ethernet.

10.2 Should connect to the existing Switches using NDC or DDC

device handler. As and when BIS comes up with an alternate

Indian standard device handler, the vendor must provide

upgrade to this standard free of charge for banks and switch

providers.

10.3 ATM must support TCP/IP

11 Others

Journal Printer

11.1 36/40 column Graphic Thermal printer to print audit trail as per

Bank’s requirement

11.2 Electronic journal to be also written on ATM hard disk. The

solution should include a EJ viewer.

11.3 Support centralized EJ Pulling

11.4 Low media warning for all items viz. bills, journal roll, consumer

printer roll etc.

Receipt Printer

11.5 Minimum 40 column Graphic Thermal Receipt printer.

11.6 Low media warning for all items viz. bills, consumer printer roll

etc.

11.7 Printing of Receipt should be in Local language also(Trilingual)

12 Transactions to be made available

12.1 Cash withdrawal- both inter and intra bank

12.2 Cash acceptance

12.3 PIN Change

12.4 Balance enquiry

13 Optional Transactions (other value-added services may

evolve)

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(Remarks)

13.1 Mobile top-up

13.2 Bill payments (Utility, fees, insurance premium etc.) (Intra-

bank)

13.3 Mini statement for last 10 transactions

13.4 Fund transfer

13.5 Register for mobile banking

13.6 Request for cheque books

13.7 Request for statement

13.8 Mobile based money withdrawal

14 Other features

14.1 Operational in a wide range of 10 to 45o C temperature and

humidity conditions from 10 to 90 RH. The vendor must ensure

ambient environment for the machines.

14.2 Energy saving features. ATM should draw under 60W peak

power and 15W idle power. (Vendor to Pay Electricity Charges

at On site ATM also)

15 INTEGRATED SOLAR UPS SYSTEM

Should work for 325 days a year with an average of 300

transactions in semi-urban and 200 transaction (all kinds of

transactions) in rural areas in a day and must work for at least

16 hours in a day using solar power alone (i.e. without any grid

power). In some exceptional sites, where sunshine availability

may be very poor, the above may not be insisted upon and

alternate solutions may be worked out by banks.

Note : There should be no restrictive tool/software which would prevent the Bank

from maintaining the machine through any service provider of its choice.

B. URBAN CDs

Sl.No. Features

1 Processor

1.1 Low power processor – Equivalent to Atom or Celeron

1.2 RAM: 512 MB DDR2

1.3 2 x160 GB HDD providing data redundancy

1.4 Linux/Windows OS

1.5 Voice guidance support with internal speakers and head

22.02.2012 of 74

Sl.No. Features

phone jack

1.6 OS hardening

2 Currency Chest

2.1 UL 291 Certified (or Vendor to Get Certificate within 6

months from date of awarding the contract failing which

Bank will levy a penalty of Rs. 1000/- per month per CD)

Secure Chest to be chosen by banks based on whether they

would deploy outside or not.

2.2 Dual combination Electronic lock (Optional – Dynamic

combination lock)

2.3 Alarm sensors for chest open status while sending

signal/messages to Switch/Management Centre

3 Dispenser

3.1 Friction / Vacuum pick technology

3.2 Dispense up to 40 notes per transactions

3.3 Dispense ATM fit notes

3.4 Indication of proper insertion of cassettes, if cassettes are

removable

3.5 Four-Pick Module with 4 cassettes configuration

3.6 Divert cassette bin

3.7 Cassettes in ATM should hold minimum of 2500 new notes

each

3.8 Capable of dispensing Rs.50/-, Rs./100/-, Rs.500/- and

Rs.1000/- notes. All cassettes should be capable of dispensing

all Notes.

3.9 Dispense 4 or more notes per second

4 CASH ACCEPTOR (If Single Note Acceptor is not available

Vendors will be allowed time period of 9 months to develop

and install this facility, otherwise Bank will levy a penalty of

Rs. 1000/- per month per CD)

4.1 Single-note acceptor, to accept denominations Rs. 50 to Rs.

1000, of teller grade

4.2 Traceability of currency pieces to specific transactions

4.3 Deposit cassette capacity (Divert cassette bin can be used for

it): 1000 pieces

4.4 The note acceptor should be capable of detecting

fake/counterfeit notes

5 Hybrid Dip Reader for Smart Card and Magnetic Stripe

5.1 Dip Smart Card Reader with capability to read track 1 & 2

22.02.2012 of 74

Sl.No. Features

5.2 EMV Version 4.0 or later, as certified for Smart Card

5.3 Software /firmware/license for using smart card on ATM

6 Customer Interface on ATM

6.1 Colour LCD 7” or higher

6.2 Rugged spill proof Triple DES enabled keyboard with

polycarbonate tactile /stainless Steel (EPP pin pads) keys. EPP

Keypad to be PCI version 1.3 or later compliant. Braille keys

6.3 Function keys support.

6.4 Trilingual Screen Support

6.5 Vandal screen with Privacy filter (optional-to be decided by

banks)

6.6 PIN and finger print authentication (UIDAI compliant) as and

when it comes

7 Security

7.1 Capable of supporting Remote key Management -- DES

7.2 Triple DES chip with encryption / verification / validation

software. Should support AES without any additional

hardware

8 Integrated ATM Surveillance Solution

8.1 Solution must be capable of capturing image of the person

The camera should be internal to ATM

8.2 Solution should be able to store the images in a digital format

for minimum 3 months at an average of 300 transactions per

day.

8.3 Solution must be able to capture & stamp the transaction

information on the images.

8.4 The solution must have a search facility to locate an

image/event by date & time, card no., transaction reference

no. and ATM ID

8.5 The solution must be capable of being monitored from a

central location

8.6 The solution must not degrade the performance of ATM, e.g.

speed of normal transaction

8.7 The hardware should be integrated within the ATM

9 Software Agent

9.1 The ATM should be capable of supporting third party software

for eJ pulling services and provide software up-

gradation/distribution.

10 Connectivity:

22.02.2012 of 74

Sl.No. Features

10.1 Should have Network Interface Card 10/100 Mbps

10.2

Should connect to the existing Switches using NDC or DDC

device handler. As and when BIS comes up with an alternate

Indian standard device handler, the vendor must provide

upgrade to this standard free of charge for banks and switch

providers.

10.3 ATM must support TCP/IP

11 Others

Journal Printer

11.1 36/40 column Graphic Thermal printer to print audit trail as

per Bank’s requirement

11.2 Electronic journal to be also written on ATM hard disk. The

solution should include a EJ viewer.

11.3 Support centralized EJ Pulling

11.4 Low media warning for all items viz. bills, journal roll,

consumer printer roll etc.

Receipt Printer

11.5 Minimum 40 column Graphic Thermal Receipt printer.

11.6 Low media warning for all items viz. bills, consumer printer roll

etc.

11.7 Printing of Receipt should be in Local language also(Trilingual)

12 Transactions to be made available

12.1 Cash withdrawal- both inter and intra bank

12.2 Cash acceptance

12.3 PIN Change

12.4 Balance enquiry

13 Optional Transactions (other value-added services may

evolve)

13.1 Mobile top-up

13.2 Bill payments (Utility, fees, insurance premium etc.) (Intra-

bank)

13.3 Mini statement for last 10 transactions

13.4 Fund transfer

13.5 Register for mobile banking

13.6 Request for cheque books

13.7 Request for statement

13.8 Mobile based money withdrawal

14 Other features

22.02.2012 of 74

Sl.No. Features

14.1 Should be operational in a wide range of 10 to 45o C

temperature and humidity conditions from 10 to 90 RH.

14.2 Energy saving features. ATM should consume under 100W

peak power. (Vendor to Pay Electricity Charges at On-site ATM

also)

15 SOLAR UPS SYSTEM (Mandatory where space is available)

15.1 Should be able to work 325 days a year supporting 300

transactions (including all kinds of transactions) a day and

work for at least 16 hours in a day using solar power alone

without grid power.

Note : There should be no restrictive tool/software which would prevent the Bank

from maintaining the machine through any service provider of its choice.

22.02.2012 of 74

PART 7 : PRICE BID

Bidders should quote prices in the following format:

Particulars Rate per transaction (Rs.)

Successful Cash Transaction for an Onsite CD

Note:

i. The price quoted should be inclusive of all applicable taxes/cess (except

Service Tax which will be paid by the Bank) and will not change due to

exchange fluctuations, inflation, market conditions, etc.

ii. The rate quoted should be for entire contract period of 7 years.

iii. Bidders to note that 140% of the contracted rate will be paid for Off-site CDs

as mentioned under Clause 5.4.1 of this RFP.

iv. Bidders to note that Bank will not pay for non-financial transactions.

v. Financial Transactions mean transactions involving Cash, i.e. both

withdrawals and deposits, for Cardholder(s).

vi. All transactions other than cash withdrawal/deposit such as balance enquiry,

PIN change, mini statement, utility bill payment, tax payment, etc. would be

treated as Non-financial transactions.

vii. The Bank will pay for actual number of successful financial transactions (per

ATM) reported in ATM Switch including business declines on cash

withdrawals such as insufficient balance and wrong PIN entries but excluding

suspected transactions.

viii. Bids submitted with counter-conditions/assumptions will be rejected.

ix. Bidder must submit Price Bid for all CDs irrespective of the proposed

(population group-wise) locations.

x. Any Price Bid not in conformity with the above format or incomplete in any

respect will be rejected / disqualified by the Bank.

22.02.2012 of 74

PART 8 - FORMS AND ANNEXURES

Format 8.1

OFFER LETTER

(to be included in Technical Bid Envelope)

Date : ……………………………

To,

………………………………………………………….

………………………………………………………….

………………………………………………………….

………………………………………………………….

Sir / Madam,

Outsourcing of CD installation and Managed Services for CDs

Ref: Your RFP dated: .

Having examined the captioned tender document Documents, the receipt of which is

hereby duly acknowledged, we, the undersigned, offer to provide CD installation and

ATM Managed services in conformity with the captioned RFP and at the prices

offered as per the Price bid and is made part of the bid / this offer.

While submitting this bid, we certify that:

Prices in its bid have been arrived without agreement with any other bidder

of this RFP for the purpose of restricting competition.

The prices in the bid have not been disclosed and will not be disclosed to any

other bidder of this RFP.

We have not induced nor attempted to induce any other bidder to submit or

not submit a bid for restricting competition.

We undertake, if our Bid is accepted, to provide CDs and ATM Managed services

solution in accordance with the scope, specifications and delivery schedule specified

in the RFP document.

If our Bid is accepted, we will obtain the guarantee of a reputed Bank for the due

performance of the Contract, for an amount calculated @ Rs.10000/- per CD in the

form prescribed by the Bank.

22.02.2012 of 74

We agree to abide by the Bid and the rates quoted therein for the contract / order

awarded by the Bank up to seven years period from date of contract / Service Level

Agreement, which shall remain binding upon us.

We agree that the rates will remain valid for the period of the contract during which

individual banks may issue additional requirement by exchange of letter if their

rollout is completed within the aforesaid validity period.

Until a formal contract is prepared and executed, this Proposal, together with your

written acceptance thereof and your notification, shall constitute a binding contract

between us.

We undertake that, in competing for (and, if the award is made to us, in executing)

the above contract, we will strictly observe the laws against fraud and corruption in

force in India namely “Prevention of Corruption Act 1988”.

We understand that Bank is not bound to accept the lowest or any Bid that may be

received.

We also certify that we have not been blacklisted by any PSU Bank/IBA/RBI during

the last five years.

Dated this ....... day of ............................ 2011

_________________________________ ________________________________

(Signature) (Name) (In the capacity of)

Duly authorised to sign Bid for and on behalf of

_________________________________

22.02.2012 of 74

Format 8.2

Conformity To Eligibility Criteria (Part – I)

(Please attach documentary evidence of compliance)

Sl. No.

Eligibility Criteria Compliance (Y/N)

1. Bidder should be a registered company in India under Companies Act 1956 and should have been in operation for a period at least two years as on date of RFP.

2 Original Equipment Manufacturers of ATMs / their authorized distributors/ agents in India with at least 1000 installations in India as on the date of this RFP in the last 2 years, with firmed up arrangements with providers of Managed Services.

OR Bidders or wholly owning parent company who have experience in Managed and other allied Services and have managed at least 1000 ATMs in India in the last two years.

OR Bidders who have experience of managing at least 500 ATMs in India outsourced in the last two years. (All the CDs proposed to be installed should be manufactured/ assembled in India within 6 months from the date of award of tender).

3 Bidders or the company with whom Bidder have firmed up arrangements for Managed Services must have a Managed Services Centre operational in India and must be performing managed services of ATMs including but not limited to 24 X 7 monitoring, call escalation, FLM, SLM, replacing consumables, housekeeping, EJ pulling, cash forecasting and cash replacement etc. for at least 1000 ATMs as on date of this RFP.

4 Bidder or its wholly owned parent company should have maintained Positive Net Worth / Net Profit during the last two financial years, i.e. 2009-10 & 2010-11.

5 Minimum annual turnover out of ATM-related Indian operations should not be less than Rs. 20 crores in the last financial year as per audited financial statements.

6 Bidder should have a disaster recovery centre and business continuation plan in place.

7 Bidder should also have internal control and audit measures in place. Audit report from external auditor must be submitted as a proof.

8 Bidder should not have been blacklisted by any PSU Bank / IBA/RBI during the last five years.

22.02.2012 of 74

Format 8.3

Bidder Organization Details

Details filled in this form must be accompanied by sufficient documentary evidence,

in order to facilitate the Bank to verify the correctness of the information.

Sl.No Item Details

1. General Details

1.1 Name of Company

1.2 Postal Address

1.3 Telephone, mobile, Website address and Fax numbers

1.4 Constitution of the Company

1.5 Nature of activity

1.6 Details of ownership

1.7 Holding company or parent company

1.8 Key persons with contact details

1.9 Name and designation of the person authorized to make commitments to the Bank

1.10 Email Address

1.11 Date of Incorporation in India, commencement of Business & Years in the line of Business

Enclose Copy of Certificate of Incorporation

1.12 Sales Tax/VAT Number Enclose Sales Tax / VAT registration copy

1.13 Income Tax Number Enclose Company’s PAN Card copy and the latest Income-tax Clearance letter

1.14 No. of Engineer on roll who are familiar with offering ATM managed services

1.14 Brief description of facilities of the organization for undertaking the services

2. Financial Details

2.1 Annual Turnover (2009-10) Total Turnover Out of which: ATM Outsourced Services Of which: ATM Managed Services

Copy of Audited Balance Sheet/ Annual report

2.2 Annual Turnover (2010-11) Total Turnover Out Of which: ATM Outsourced Services Of which: ATM Managed Services

Copy of Audited Balance Sheet/ Annual report

3. Operational Details

3.1 Names of the Banks to whom the Bidder provides ATM Outsourced Services with Number of ATMs

Enclose reference letters from the Banks concerned with details of no. of years the Service is provided by the Bidder, Nature of the

22.02.2012 of 74

Service and no. of ATMs managed.

3.2 Place of Managed Services Centre: Owned or sourced: Operational since: How many ATMs being handled: How many no. of ATMs capable of handling:

3.3 Details of Managed Services Disaster Recovery Site

3.4 Number of Service Centres: No. of owned support Centres If not owned, what are the arrangements for providing support

3.5 Whether blacklisted for deficiency in services by any Public Sector Bank in the past and if so, the year:

3.6 Locations of Financial Transaction Switch Managed in in India (owned or resourced, please specify with Switch Vendor’s name)

3.7 Place of Call Centre/Help Desk managed How many seats proposed for the Bank If Call Centre not available, what is the alternate arrangement

3.8 Whether certification is obtained for IST Switch for the make and model of Cash Dispensers

Enclose copy of the certificate

3.9 Names of subcontractors for Site Implementation Service (SIS) with whom agreement is in place

3.10 No. of sites these SIS subcontracts have prepared

3.11 Names of Cash Management agencies undertaking Cash Replenishment with whom agreement is in place

3.12 No. of UPS Vendors who have supplied UPS and with whom AMC agreements are in place Names of Make of UPS deployed at ATMs Names of UPS Vendors who have supplied UPS and with whom AMC agreements are in place and Make and details of models of UPS deployed at ATMs

22.02.2012 of 74

Format 8.4

Track Record of Past Operations

Name of the Vendor ___________________________________________

Service Offered Sl.

Name of the Client No of ATMs being

serviced

Period of service

(in years)

Contact person of

the Client with Name, Tel. No.,

Fax No., Address From To

ATM Supply, Installation and Commissioning

1

2

3

Site Implementation

Services

1

2

3

ATM Cash Monitoring and

Forecasting

1

2

3

ATM Cash Replenishment

Services

1

2

3

FLM Services 1

2

3

ATM Network Monitoring

1

2

3

Consumable Management

1

2

3

Software Distribution

1

2

3

EJ Pulling 1

2

3

SLM Services 1

2

3

22.02.2012 of 74

Format 8.5

Service Support Details

City / District

Location

Postal Address,

Telephone, Fax, E-

Mail and Contact

Details of Support

Personnel

Number of Hardware/

Software Engineers

capable of supporting

the Solution being

offered

Own

Franchisee/

Support Centres

22.02.2012 of 74

Format 8.6

NON-DISCLOSURE AGREEMENT WHEREAS, we, ___________________________________, having Registered Office at __________________________________, hereinafter referred to as the COMPANY, are agreeable to execute Outsourcing of CD installation and Managed Services for ………………… Cash Dispensers for ……………………………., having its registered office ………………………………………., hereinafter referred to as the BANK and, WHEREAS, the COMPANY understands that the information regarding the Bank’s ATM Network shared by the BANK in their Request for Proposal is confidential and/or proprietary to the BANK, and WHEREAS, the COMPANY understands that in the course of submission of the offer for the said Outsourcing of ATM installation and ATM Managed Services for ……. Cash Dispensers and/or in the aftermath thereof, it may be necessary that the COMPANY may perform certain jobs/duties on the Bank’s properties and/or have access to certain plans, documents, approvals or information of the BANK; NOW THEREFORE, in consideration of the foregoing, the COMPANY agrees to all of the following conditions, in order to induce the BANK to grant the COMPANY specific access to the BANK’s property/information: The COMPANY will not publish or disclose to others, nor, use in any services that the COMPANY performs for others, any confidential or proprietary information belonging to the BANK, unless the COMPANY has first obtained the BANK’s written authorisation to do so; The COMPANY agrees that notes, specifications, designs, memoranda and other data shared by the BANK or, prepared or produced by the COMPANY for the purpose of submitting the offer to the BANK for the said Outsourcing of ATM installation and ATM Managed Services for …… Cash Dispensers, will not be disclosed to during or subsequent to submission of the offer to the BANK, to anyone outside the BANK The COMPANY shall not, without the BANK’s written consent, disclose the contents of this Request for Proposal (Bid) or any provision thereof, or any specification, plan, pattern, sample or information (to be) furnished by or on behalf of the BANK in connection therewith, to any person(s) other than those employed/engaged by the COMPANY for the purpose of submitting the offer to the BANK and/or for the performance of the Contract in the aftermath. Disclosure to any employed/engaged person(s) shall be made in confidence and shall extend only so far as necessary for the purposes of such performance. Authorised Signatory Name: Designation: Office Seal:

22.02.2012 of 74

Format 8.7

Certificate of Single Point Responsibility for all Sub-contracts

To:

……………………………………………………………

……………………………………………………………

…………………………………………………………..

…………………………………………………………..

Sir / Madam,

Outsourcing of ATM installation and ATM Managed Services for CDs


We hereby certify that:

1. The systems offered and/or other services or solution of another service

provider or subcontractor and the solution proposed by us will operate

effectively on the system proposed by us.

2. We further confirm that we accept full responsibility for its successful

operation.

3. We further undertake that we will be only single point of contact for any/all

purpose.

4. We further submit that we do have a back to back agreement with all the

vendors / subcontractors. We further submit that required uptime, agreement

to provide necessary support (including contract period for a minimum period

of 7 years) is available. We enclose documentary proof copy of agreement

with the subcontractors or service providers.

Dated this ....... day of ............................ 20__

_________________________________ ________________________________

(signature) (in the capacity of)

Duly authorized to sign Proposal for and on behalf of

_________________________________

Note: The certificate is applicable if bidder offers the products / services through

other service provider / subcontractor.

22.02.2012 of 74

Format 8.8

Undertaking for Scope of Work

Date : ……………………………

To,

………………………………………………………….

………………………………………………………….

………………………………………………………….

Sir / Madam,

Outsourcing of ATM installation and ATM Managed Services for CDs


1. We certify that we have carefully examined the Scope of Work stipulated in Part

5 of the captioned RFP floated by you

2. We commit to provide services of installation and managed services for ……….

Cash Dispensers for a minimum period of 7 years.

3. We hereby undertake to deliver services in its entirety as per the Scope

stipulated inter-alia under following descriptions:-

a) CD procurement, installation and maintenance

b) Centralised Electronic Journal pulling

c) Centralised Software and screen distribution

d) Networking for connectivity of Off-site CDs

e) Site Implementation Services

f) Site maintenanace and cleaning services

g) Caretaker Services (optional)

h) Incident Management Services and Monitoring of ATMs

i) Centralised Help Desk

j) First Level Maintenance

k) Second Level Maintenance

l) Cash Replenishment and related services

m) MIS Report generation

4. However the above undertaking is with following exceptions (Please specify the

area of scope which the Bidder will not be able deliver as per RFP requirement)

(signature)

(in the capacity of)

Duly authorized to sign Proposal for and on behalf of __________________________

22.02.2012 of 74

Format 8.9

MANUFACTURERS' AUTHORIZATION FORM

No. Date: …………………

To:

Dear Sir,

Ref: Your RFP Dated: .

We who are established and reputable

manufacturers of ________________________ having factories / development

facilities at (address of factory / facility) do hereby authorise M/s

___________________ (Name and address of Agent) to submit a Bid, and sign the

contract with you against the above Bid Invitation.

We hereby extend our full guarantee and warranty for the Solution, Products and

services offered by the above firm against this Bid Invitation. We also undertake to

provide any or all of the following materials, notifications, and information

pertaining to the Products manufactured or distributed by the Supplier :

a) Such Products as the Bank may opt to purchase from the Supplier, provided,

that this option shall not relieve the Supplier of any warranty obligations

under the Contract; and

b) in the event of termination of production of such Products:

i. advance notification to the Bank of the pending termination, in sufficient

time to permit the Bank to procure needed requirements; and

ii. following such termination, furnishing at no cost to the Bank, the

blueprints, design documents, operations manuals, standards, source

codes and specifications of the Products, if requested.

We duly authorise the said firm to act on our behalf in fulfilling all installations,

Technical support and maintenance obligations required by the contract.

Yours faithfully,

(Name)

(Name of Manufacturer)

22.02.2012 of 74

Note : This letter of authority should be on the letterhead of the manufacturer and

should be signed by a person competent and having the power of attorney to bind

the manufacturer. The Bidder in its Bid should include it.

Format 8.10

CONTRACT FORM

THIS AGREEMENT made the .......day of.................................., 20__. Between

.......................... (Name of Bank) (hereinafter called "the Bank") of the one part and

..................... (Name of Vendor) of ......................... (City and Country of Bidder)

(hereinafter called "the Vendor") of the other part :

WHEREAS the Bank invited Bids for Outsourcing of CD installation and ATM Managed

Services and has accepted a Bid of the vendor for installation of ……… Cash

Dispensers and ATM Managed Services in the sum of .............................. (Contract

Price in Words and Figures) (hereinafter called "the Contract Price").

NOW THIS AGREEMENT WITNESSETH AS FOLLOWS:

1. In this Agreement words and expressions shall have the same meanings as

are respectively assigned to them in the Conditions of Contract referred to.

2. The following documents of Bid No.: ……………………………. Dated: ………………….

shall be deemed to form and be read and construed as part of this Agreement,

viz.:

a) Request for Proposal (RFP)

b) Terms and Conditions of Contract (TCC)

c) Scope of Work

d) Technical & Functional Specifications (TFS)

e) Bid Form and Other Formats (BF)

f) Price Schedules

g) Bank's Notification of Award;

3. In consideration of the payments to be made by the Bank to the Vendor, the

Vendor hereby covenants with the Bank to provide the Services and maintain

the uptime therein, in conformity in all respects with the provisions of the

Contract.

4. The Bank hereby covenants to pay the Vendor in consideration of the

provision of the Services and Uptime therein, the Contract Price or such other

22.02.2012 of 74

sum as may become payable under the provisions of the Contract at the times

and in the manner prescribed by the Contract.

5. Brief particulars of the Deliverables and Services which shall be supplied /

provided by the Vendor are as under:

Sl.No. Description of Deliverables & Services No. of CDs TOTAL PRICE (Rs.)

TOTAL VALUE: (Rs.)

DELIVERY SCHEDULE:

IN WITNESS whereof the parties hereto have caused this Agreement to be executed

in accordance with their respective laws the day and year first above written.

Signed, Sealed and Delivered by the

said ..................................................... (For the Bank)

in the presence of:.......................................

Signed, Sealed and Delivered by the

said ..................................................... (For the Vendor)

in the presence of:.......................................

22.02.2012 of 74

Format 8.11

BANK GUARANTEE

This Guarantee is made at ………………. on this ………………………, 2011 by …………………,

having its Registered / Head Office at ………………………………… (hereinafter called the

“Bank”, which expression shall, unless repugnant to the context or meaning

thereof, shall mean and include, its successors and assigns) in favour of

………………………….. a body corporate constituted under ……………………………….

having its Corporate Center at ………………………………………… (hereinafter called “the

Bank”, which expression shall, unless repugnant to the context or meaning thereof,

shall include its successors and assigns)

WHEREAS ………………………………, a company registered under the Companies

Act, 1956, having its Registered Office at …………………………………………… (hereinafter

called ……………., which expression shall, unless repugnant to the context or

meaning thereof, shall mean and include its successors and assigns) has accepted

Purchase Order No…………………………. dated ………………………, issued by the Bank

(“Order”) pursuant to an offer made by ………………………. dated ………………….. to

deploy ……….. CDs, SIS, Managed and Other Services” and whereas …………………….

has agreed to make provision of ……….. CDs, SIS, Managed Services and Other

Services to …………….. as set out in the Agreement dated ……… entered between the

Bank and ……………………….

AND WHEREAS, the Bank has agreed to avail the services of ………… CDs which are

to be installed by …………… .

AND WHEREAS, in accordance with terms and conditions of the Order and

Agreement dated ………………….. (hereinafter referred to as “Agreement”),

………………. is required to furnish a Bank Guarantee for a sum of Rs.

……………………………………. only) for due performance of their obligations as regard to

provision of ………. CD, SIS, Managed and Other Services to the Bank, guaranteeing

payment of the said amount of Rs. ……………………………… only to the Bank, if

……………….. fails to fulfill its obligations under the Order and Agreement in respect

of such services. Such Bank Guarantee is required to be valid for a total period of

60 months plus 3 months claim period. In the event of failure, on the part of

…………………………, to fulfill its commitments / obligations in respect of availing the

services of …………. CDs, SIS, Managed Services and Other Services under the Order

and Agreement the Bank shall be entitled to invoke the Guarantee.

22.02.2012 of 74

AND WHEREAS, the Bank, at the request of ……………………….. , agreed to issue

on behalf of …………………… , Guarantee as above, for Rs. ……………………………… only).

NOW THIS GUARANTEE WISTNESSETH THAT

l. (a) In consideration of the Bank having agreed to entrust …………………….. for

availing the ATM services through ………….. CDs, SIS, Managed and Other Services,

we, the ……………….……., hereby unconditionally and irrevocably guarantee that

………………. shall fulfill its commitments and obligations in respect of such Services

under the Order and Agreement and in the event of ………………… failing to perform

/ fulfill its commitments / obligations in respect of such Services under the Order

and Agreement, we, the ……………………………………, shall on demand(s), from time to

time from the Bank, without protest or demur or without reference to

…………………… and not withstanding any contestation or existence of any dispute

whatsoever between …………………… and the Bank, pay the Bank forthwith the sums

so demanded by the Bank in each of the demands, subject to a cumulative

maximum amount of Rs. …………………………………. only)

(b) Any notice / communication / demand from …………….. to the effect that

…………………. has failed to fulfill its commitments / obligations in respect of such

Services under the Order and Agreement shall be conclusive, final & binding on the

Bank and shall not be questioned by the Bank in or outside the court, tribunal,

authority or arbitration as the case may be.

2. We, ………., HEREBY FURTHER AGREE & DECLARE THAT:

(a) Any neglect or forbearance on the part of the Bank to ……………… or any

indulgence of any kind shown by the Bank to ………………. or any change in the

terms and conditions of the said Order and Agreement shall not, in any way,

release or discharge the Bank from its liabilities under this guarantee.

(b) This Guarantee herein contained shall be distinct and independent and shall

be enforceable against the Bank, not withstanding any Guarantee or Security now

or hereinafter held by the Bank at its discretion.

(c) This Guarantee shall not be affected by any infirmity or absence or

irregularity in the exercise of this Guaranteeing by and / or on behalf of the Bank

or by merger or amalgamation or any change in the Constitution or name of the

Bank.

22.02.2012 of 74

(d) This guarantee shall not be affected by any change in the constitution of the

Bankor …………………. or winding up / liquidation of ……………., whether voluntary or

otherwise.

(e) This guarantee shall be a continuing guarantee during its validity period to

the extent of cumulative maximum amount mentioned herein.

(f) Notwithstanding anything contained herein above:

(i) The Bank’s overall liability under this Bank Guarantee shall not exceed

Rs. ………………………………………. only);

(ii) This Bank Guarantee shall be valid for a total period of 36 months (i.e.

upto …………………………………) plus 3 months claim period (i.e. upto

………………………;

(iii) The Bank is liable to pay the guaranteed amount or any part thereof

under this Bank Guarantee only and only if SBI serves the Bank claim

or demand on or before ………………...

(iv) The Bank has, under its constitution, powers to give this guarantee and

Shri …………………………………. (signatories) Official(s) / Manager(s) of the

Bank who has / have signed this guarantee has / have powers to do

so.

IN WITNESS WHEREOF the Bank has caused these presents to be signed at the place

and on the date, month and year first hereinabove written through its duly

authorised official.

Signed and Delivered )

__________________ )

22.02.2012 of 74

Format 8.12

(BANK GUARANTEE FOR CASH REPLENISHMENT SERVICES)

This Guarantee is made at Mumbai on this ……….. day of …………………………….. 2011 by ……………………. Bank having its registered / head office at …………………………………, India (hereinafter called the “XXX” which expression shall unless repugnant to the context or meaning thereof shall mean and include its successors & assigns) in favour of ..............................., a body corporate constituted under .................................. and having its Corporate Centre at .............................................. (hereinafter called the “Bank” which expression shall unless repugnant to the context or meaning thereof shall mean and includes its successors and assigns) having its Central Office at Mumbai.

WHEREAS ……………….. having its registered office at ………………………………….. and its corporate office at …………………………………………….. (hereinafter called the “………….” which expression shall unless repugnant to the context or meaning thereof shall mean and include its successors, subcontractors and assigns) has entered into Agreement for ATM Services dated ………………………… with the Bank (hereinafter referred to as the Agreement) whereby ……….. has agreed to provide ATMs services pursuant to Agreement dated ……………………….

AND WHEREAS under the Agreement, ………………… has, inter-alia, agreed to provide Cash Replenishment Services upon the terms and conditions stated in the Agreement titled as “Cash Replenishment ”.

AND WHEREAS in accordance with the Agreement, ……………. is required to furnish a Bank Guarantee for the sum of Rs. ………………………… (Rupees ……………………………….) securing its obligations in respect of vault loss and transit loss while providing the Cash Replenishment Services in accordance with the terms of of the Agreement. Such Bank Guarantee is required to be valid till the validity of Agreement i.e. till ………………. In the event of failure on the part of ………………. to pay for cash losses as per the terms and conditions, the Bank shall be entitled to invoke the guarantee.

AND WHEREAS the Bank at the request of …………………… agreed to issue in favour of SBI this guarantee for Rs. ……………………………. (Rupees …………………………………………. only).

IN CONSIDERATION OF THE ABOVE PREMISES

1. (a) We ……XXX……. Bank shall on written demand(s) from time to time from the Bank stating that the amount claimed is due by way of cash loss suffered by the Bank without protest or demur or without reference to ………. and notwithstanding any contestation or existence of any dispute whatsoever between ……………….. and the Bank, pay to the Bank forthwith the sums so demanded by SBI in each of its

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demands, not exceeding an aggregate amount of Rs. ………………………….. (Rupees …………………………………….. only).

(b) Any notice / communication / demand from the Bank to the effect that there has been failure on the part of ….……………… to fulfill its obligations to pay for the Cash Loss under the Appendix - G of the Agreement shall be conclusive, final and binding on the Bank and shall not be questioned by the Bank, in or outside the court, tribunal, authority or arbitration as the case may be.

(c) This guarantee shall be a continuing guarantee valid till ……………………………

2. We, ………XXX…….. Bank , HEREBY FURTHER AGREE & DECLARE THAT:

(a) Any neglect or forbearance on the part of the Bank to ………………… or any indulgence of any kind shown by SBI or any change in the terms & conditions of the said Agreement shall not in any way release or discharge the Bank from its liabilities under this guarantee.

(b) This guarantee herein contained shall be distinct and independent and shall be enforceable against the Bank, notwithstanding any other Guarantee or Security now or hereinafter held by SBI at its discretion.

(c) This guarantee shall not be affected by any infirmity or absence or irregularity in the exercise of the guaranteeing powers by or on behalf of the Bank or by merger or amalgamation or any change in the constitution or name of the Bank or ………………..

(d) This guarantee shall not be affected by any change in the constitution of the Bank or …………………. or winding up / liquidation of ……………….., whether voluntary or otherwise. (e) This guarantee shall be a continuing guarantee during its validity period to the extent of cumulative maximum amount mentioned herein.

(f) Notwithstanding anything contained herein:

(i) Bank’s liability under this Bank Guarantee shall not exceed Rs. ……………………… (Rupees …………………………………………………. only)

(ii) This Bank Guarantee shall be valid upto ………………………………………plus 3 months claim period.(i.e. up to………); and

(iii) The Bank is liable to pay the guaranteed amount or any part thereof under this Bank Guarantee only and only if the Bank serves upon the Bank a written claim or demand on or before ………………………………….;

(iv) The Bank has under its constitution, powers to give this guarantee and Shri ………………………………………. (signatories) officials/managers of the Bank who has/have signed this guarantee has/have powers to do so.

IN WITNESS WHEREOF THE BANK has caused these presents to be signed at the place & on the date, month & year first herein above written through its duly authorised official.

Signed and Delivered

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Bank , Mumbai

Format 8.13

BID SECURITY FORM

Whereas........................... (hereinafter called “the Bidder”) has submitted its Bid

dated...................... (date of submission of Bid) for the supply of.................................

(name and/or description of the Products/system) (hereinafter called “the Bid”).

KNOW ALL PEOPLE by these presents that WE..................... (name of bank)

of.................. (name of country), having our registered office at.................. (address

of bank) (hereinafter called “the Bank”), are bound unto ………………. (hereinafter

called “the Purchaser”) in the sum of _______________________for which payment

well and truly to be made to the said Purchaser, the Bank binds itself, its successors,

and assigns by these presents. Sealed with the Common Seal of the said Bank this

____ day of _________ .

THE CONDITIONS of this obligation are:

1. If the Bidder withdraws its Bid during the period of Bid validity specified by the

Bidder on the Bid Form; or

2. If the Bidder, having been notified of the acceptance of its Bid by the Purchaser

during the period of Bid validity:

(a) fails or refuses to execute the Contract Form if required; or

(b) fails or refuses to furnish the performance guarantee, in accordance with

the Instruction to Bidders.

We undertake to pay the Purchaser up to the above amount upon receipt of its first

written demand, without the Purchaser having to substantiate its demand, provided

that in its demand the Purchaser will note that the amount claimed by it is due to it,

owing to the occurrence of one or both of the two conditions, specifying the

occurred condition or conditions.

This guarantee will remain in force up to and including forty five (45) days after the

period of the Bid validity, i.e. up to ________, and any demand in respect thereof

should reach the Bank not later than the above date.

...................................

(Signature of the Bidder’s Bank)

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Note: Presence of restrictive clauses in the Bid Security Form such as suit filed

clause/clause requiring the Bank to initiate action to enforce the claim etc. will

render the Bid non-responsive.

ANNEXURE – 1

BANK-WISE REQUIREMENTS

BANK Sl No

State / UT

ATMs Reqd During 2012-2013

ATMs Reqd During 2013-2014

Grand Total

Urban Semi-Urban

Rural Urban Semi-Urban

Rural

ALLAHABAD BANK

Bihar 34 14 2 40 15 5 110

Jharkhand 22 11 3 27 8 4 75

TOTAL 56 25 5 67 23 9 185

P&S

Bihar

4 2 0 7 0 0 13

Jharkhand

4 0 0 5 0 0 9

TOTAL 8 2 0 12 0 0 22

UNITED

Bihar

5 1 9 6 10 0 31

Jharkhand

4 4 8 6 5 8 35

TOTAL 9 5 17 12 15 8 66

BOB

Bihar

20 10 8 18 10 8 74

Jharkhand

7 6 3 10 7 5 38

TOTAL 27 16 11 28 17 13 112

BOM

Bihar 3 0 0 3 0 0 6

Jharkhand 3 0 0 3 0 0 6

TOTAL 6 0 0 6 0 0 12

BOI

Bihar 36 40 30 38 39 27 210

Jharkhand 35 33 54 29 25 40 216

TOTAL 71 73 84 67 64 67 426

CANARA

Bihar 10 15 15 15 10 15 80

Jharkhand 10 15 15 10 15 15 80

TOTAL 20 30 30 25 25 30 160

CENTRAL

Bihar

30 15 15 30 15 15 120

Jharkhand

10 20 10 10 20 10 80

TOTAL 40 35 25 40 35 25 200

CORPORATION

Bihar

55 21 15 7 6 2 106

Jharkhand

38 18 11 6 4 2 79

TOTAL 93 39 26 13 10 4 185

DENA

Bihar

7 2 0 8 1 1 19

Jharkhand

4 0 0 3 0 1 8

TOTAL 11 2 0 11 1 2 27

IDBI

Bihar 36 12 2 32 13 2 97

Jharkhand 20 13 0 12 7 0 52

TOTAL 56 25 2 44 20 2 149

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PNB

Bihar

15 13 26 17 15 29 115

Jharkhand

5 3 1 6 3 1 19

TOTAL 20 16 27 23 18 30 134

INDIAN

Bihar

6 3 0 4 2 0 15

Jharkhand

2 0 0 3 1 0 6

TOTAL 8 3 0 7 3 0 21

IOB

Bihar

12 13 2 3 5 2 37

Jharkhand

6 7 2 2 5 22

TOTAL 18 20 4 5 10 2 59

OBC

Bihar 5 3 0 4 3 1

16

Jharkhand 2 1 0 2 2 0

7

TOTAL 7 4 0 6 5 1 23

UCO

Bihar 10 10 7 10 10 8 55

Jharkhand 5 4 1 5 4 2 21

TOTAL 15 14 8 15 14 10 76

UNION

Bihar

12 8 7 13 9 6 55

Jharkhand

7 10 8 12 10 10 57

TOTAL 19 18 15 25 19 16 112

VIJAYA

Bihar

5 1 0 3 0 0 9

Jharkhand

5 1 0 4 0 0 10

TOTAL 10 2 0 7 0 0 19

SYNDICATE

Bihar

13 5 5 20 10 5 58

Jharkhand

10 10 5 20 10 5 60

TOTAL 23 15 10 40 20 10 118

ANDHRA

Bihar

0 0 0 0 0 0 0

Jharkhand

0 0 0 0 0 0 0

TOTAL 0 0 0 0 0 0 0

SBI

Bihar

250 150 125 250 150 125 1050

Jharkhand

200 150 125 200 150 125 950

TOTAL 450 300 250 450 300 250 2000

SBBJ

Bihar

0 0 0 3 0 0 3

Jharkhand

1 1 0 0 0 0 2

TOTAL 1 1 0 3 0 0 5

SBH

Bihar

0 0 0 0 0 0 0

Jharkhand

0 0 0 0 0 0 0

TOTAL 0 0 0 0 0 0 0

SBM

Bihar

0 0 0 0 0 0 0

Jharkhand

0 0 0 0 0 0 0

TOTAL 0 0 0 0 0 0 0

SBT

Bihar

0 0 0 0 0 0 0

Jharkhand

0 0 0 0 0 0 0

TOTAL 0 0 0 0 0 0 0

SBP

Bihar 0 0 0 0 0 0 0

Jharkhand

0 0 0 0 0 0 0

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TOTAL 0 0 0 0 0 0 0

Grand Total 968 645 514 906 599 479 4111

RRBs

BOI Jharkhand 1 2 7 1 2 7 20

SBI Jharkhand 0 17 0 0 30 47

CBI Bihar 6 37 0 0 5 30 78

PNB Bihar 11 15 34 4 10 26 100

Grand Total 986 716 555 911 616 572 4356