request for proposal for outsourcing of it infrastructure ... · pdf fileoutsourcing of...

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Outsourcing of IT-Infrastructure Managed Services

Tender Number: OBC/HO/DIT/RFP-ITMSP/74/2015

Date: 08.12.2015

Request for Proposal

For

Outsourcing of IT Infrastructure Managed Services

Oriental Bank of Commerce Department of Information Technology,

Plot No.5, Institutional Area, Sector-32, Gurgaon, Haryana – 122 001

Tel. no.: 0124-4126116, 4126169 Fax no.: 0124-4126212

E-Mail: [email protected] Website: www.obcindia.co.in

Date: 08.12.2015

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General Details

Department Name Department of Information Technology

Scope of Work

IT-Infrastructure Managed Services and supply, implementation and maintenance of EMS, Application Performance Management & Helpdesk Tools

Tender Details

Request for Proposal for Outsourcing of IT-

Infrastructure Managed Services

Tender No. OBC/HO/DIT/RFP-ITMSP/74/2015

Mode of Tender Online and Offline

Tender Type Open

Type of Contract Supply & Service

Bidding Type Indigenous

Consortium Not Allowed

Download Tender Documents

Document to be purchased from DIT, Corporate

office, OBC, Gurgaon

Purchaser Location Pan India

Key Dates

Document Purchase Start Date & Time 08.12.2015 from 10:00 am onwards

Document Purchase End Date & Time 22.12.2015 till 5:00 pm

Last Date & Time for receipt of pre-bid

queries via e-mail

14.12.2015 till 2:00 pm

The prospective bidders may e-mail their queries

and suggestions for any changes required to be

made in the bid document through e-mail on

[email protected] on or before the date specified

above.

The queries as per the prescribed format

provided in Form 11.

Pre-Bid Meeting Date/Time and Location

15.12.2015 at 11:30 am onwards

at Oriental Bank of Commerce, Department of

Information Technology, Corporate Office, Plot

No. 5, Sector 32, Gurgaon – 122001

Last Date & Time for Online Bid

Submission

23.12.2015 till 5:00 pm

Last Date & Time for Physical Bid 23.12.2015 till 5:00 pm

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Submission

Date & Time of Technical Bid Opening 24.12.2015 at 11:30 am onwards

Bid Validity Period (in days) As per tender document

Price validity and empanelment duration As per tender document

Documents to be submitted physically As per tender document

Tender Activity Configuration

Mode of appointment/Purchase Order Offline

Mode of Document fees payment Offline

Mode of EMD Payment Offline

Payment Details

Participation/Tender Fees (INR) (non-

refundable) ` 25,000/- (Rupees Twenty Five Thousand Only)

EMD Amount (INR) ` 50,00,000/- (Rupees Fifty Lakhs Only)

Performance Bank Guarantee (for Successful Bidder)

Eligibility Criteria As per RFP document

General Terms and Conditions

Other Details

1. The bidders must fulfill the eligibility criteria to

be able to bid.

2. The terms and conditions for the bidders who

participate in this RFP are specified in the

Section named “Terms and Conditions”.

Responding to this RFP and submission of the

bid by the Bidder will be deemed as consent from

the Bidder to all the terms and conditions

mentioned in this RFP document and the

contents of the RFP along with the

Annexure(s)/Appendices/Forms, clarifications

issued, if any, will be contractually binding on the

bidders. All these terms and conditions and the

contents of the RFP along with the

Annexure(s)/Appendices, clarifications issued will

form the part of the purchase orders/any resulting

contracts, to be issued to the successful bidder/s

from time to time as an outcome of this RFP

Process.

3. The EMD on account of participation fees

along with a physical copy of the tender offer

along with all supporting documents as stated in

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RFP must be received at the following address

as per the timelines mentioned above.

4. The main document of the RFP without the

annexures and forms can be downloaded from

the bank’s website. The Bank expects the

interested Bidders to collect the hardcopy of the

full RFP document including annexures and

forms from the Bank’s premises during the

business hours as per schedule. The interested

bidders are required to submit the Nonrefundable

Tender Document Fees as mentioned in the RFP

by way of Demand Draft drawn in favour of

‘Oriental Bank of Commerce’ and payable at

Gurgaon.

The Deputy General Manager (IT)

Oriental Bank of Commerce

Department of Information Technology

Corporate Office,

Plot No. 5, Sector 32, Gurgaon – 122 001

Phone: 0124 – 0124-4126116, 4126169

Other Details: E-mail: [email protected]

5. The responses/modifications made based on

the suggestions and clarifications of queries shall

be uploaded on the Bank’s corporate website

https://www.obcindia.co.in and

https://obc.eproc.in and shall be deemed to be

part of the RFP document.

6. The subject of the e-mail containing the bid

queries should be given as “Bid queries for RFP

Ref. No. OBC/HO/DIT/RFP-ITMSP/74/2015

7. No suggestions or queries shall be entertained

after the last date for receipt of queries via e-mail

as stated above.

Information for Online Participation

This Tender will follow e-Tendering process [e-bids] as under which will be conducted by

Bank’s authorized e-Tendering Service Provider M/s C1 India Pvt. Ltd. through Website

https://obc.eproc.in. Following activities will be conducted online through above website:

1. Submission of Technical Bid & Commercial Bid by the Vendor 2. Opening of Technical Bid & Commercial Bid by the Bank 3. Clarification, if any, sought by the Bank. 4. On-line evaluation by the Bank.

mailto:[email protected]

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Representatives of Vendors will be given training for e-Tendering by the Service Provider,

M/s C1 India Pvt. Ltd.

1. Bidders who wish to participate in online tenders will have to register with the website (https://obc.eproc.in) through the "Registration" link provided on the home page. Bidder will create login id & password on their own in registration process.

2. Following facilities shall be provided to registered bidders/ vendors by the service provider M/s C1 India Pvt. Ltd:

Training to the Vendor/Contractor for participating in the bids through e-tendering

Website.

24x7, 365 days call center support/ email/ phone/ fax/ chat / mobile etc. in all possible

medium.

Registration with the e-tendering website.

User Manual/ Training Kit to the Vendor/ Contractor.

Any no. of users of Vendor/ Contractor organization can take training on the e-

tendering system.

Bidder who wish to participate in this tender need to procure Digital Signature

Certificate (for Encryption) as per Information Technology Act-2000 using that they can

digitally sign their electronic bids. Bidders can procure the same from any of the CCA

approved certifying agencies, or they may contact M/s C1 India Pvt. Ltd. at below

mentioned address and they will assist them in procuring the same. Bidders who

already have a valid Digital Signature Certificate need not to procure the same. In case

bidders need any clarification regarding online participation, they can contact:

Help C1 India Pvt. Ltd

Plot No. 301, 1st Floor,

Udyog Vihar Phase - 2,

Gurgaon (India) – 122015

Tel: +91-124-4302000 Line: +91-124-4302030

Email : [email protected]

Website : http://www.c1india.com

Bidders who wish to participate in e-Tender need to fill data in predefined forms of RFP,

Technical, Price bid available in respective tender only.

Bidder should upload scanned copies of reference documents in support of their

eligibility of the bid and as per the instructions given in tender documents

After filling data in predefined forms bidders need to click on final submission link to submit their encrypted bid.

As part of online bid submission the documents to be uploaded are as follows:

1 Response against Eligibility Criteria

Form 9 Confirmation of Eligibility

2 Response as part of Technical Solution

Form 3: Compliance Certificate

Form 4: Proposed Bidder Profile


http://www.c1india.com/

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Form 5: Confirmation of Terms & Conditions

Form 6: Tender Offer Cover Letter

Form 7: Proposed Team Profile

Form 12: Bid Undertaking Letter

Form 13: Bill of Material (Masked)

Form 14: Integrity Pact

Form 15: Manufacturer Authorization Form

Form 16: Technical Bid Format

Annexure A1: Bidder’s Roles and Responsibility

Annexure A2: Minimum Technical Specification

Annexure A6: Tool and Technologies

Annexure A7: Proposed Deployment Architecture

Annexure A9: Proposed Resource Profile

Annexure A10: Bidder’s Capability Profile

Annexure A11: Submission Checklist

3 Response as part of Commercial Solution

Form 2: Commercial Compliance Certificate

Form 13- Bill of Material

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Definitions & Abbreviations

Acronym Full Form

RFP Request for Proposal

BG Bank Guarantee

DD Demand Draft

EMD Earnest Money Deposit

EMS Enterprise Management Solution encompassing all the modules and the related hardware and services.

OBC Oriental Bank of Commerce

IT Information Technology

ITMSP Information technology Managed Service Providers

DC/PDC Data Center/Primary Data Center

DR Disaster Recovery

NLS Near Line Site

WAN Wide Area Network

CBS Core Banking Solution

NOC Network Operations Center

SOC Security Operations Center

WAF Web-Access Firewall

LAN Local Area Network

SAN Storage Area Network

RTGS Real Time Gross Settlement

NEFT National Electronic Fund Transfer

SFMS Structured Financial Messaging System

OS Operating Systems

SOP Standard Operating Procedure

SLA Service Level Agreement

ARA At Risk Amount

PBG Performance Bank Guarantee

TB Technical Bid

CB Commercial Bid

CD Compact Disk

PSU Public Sector Undertaking

SCB Scheduled Commercial Bank

BFSI Banking, Financial Services & Insurance

PO Purchase Order

OEM Original Equipment Manufacturer

PDC Primary Data Center

IMAC Install, Move, Add and Change

RBI Reserve Bank of India

GOI Government of India

EMS Enterprise Management System

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Acronym Full Form

DIT Department of Information Technology

IBA Indian Bank’s Association

NHB National Housing Bank

AMG Application Monitoring Group

APM Application Performance Management

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Disclaimer

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. 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. While effort has been made to include all information and requirements of the Bank

with respect to the solution requested, this RFP does not claim to include all the information

each bidder may require. Each bidder should conduct its own investigation and analysis and

should check the accuracy, reliability and completeness of the information in this RFP and

wherever necessary obtain independent advice. The 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. The Bank may in its absolute discretion, but without

being under any obligation to do so, update, amend or supplement the information in this RFP

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Table of Contents

1 INVITATION FOR TENDER OFFER ........................................................................................................... 13

2 INTRODUCTION ..................................................................................................................................... 14

2.1 OBJECTIVE OF THE RFP DOCUMENT ............................................................................................................ 14 2.2 OVERVIEW OF SELECTION PROCESS .............................................................................................................. 15 2.3 SUBMISSION OF RESPONSES ....................................................................................................................... 15 2.4 STRUCTURE OF THE RFP ............................................................................................................................ 15

3 ELIGIBILITY CRITERIA ............................................................................................................................. 17

4 OVERVIEW OF CURRENT BANK’S IT LANDSCAPE .................................................................................... 21

5 SCOPE SUMMARY .................................................................................................................................. 23

5.1 VISION OF THE OUTSOURCING INITIATIVE ...................................................................................................... 23 5.2 STRATEGIC BENEFITS FOR BANK ................................................................................................................... 23 5.3 OVERVIEW OF SCOPE ................................................................................................................................ 24 5.4 GROUPING OF SCOPE ITEMS ....................................................................................................................... 27 5.5 INTEGRATION TOUCH POINTS WITH OUT OF SCOPE SERVICES ............................................................................. 30 5.6 SERVICE DELIVERY MODEL ......................................................................................................................... 31 5.7 GEOGRAPHICAL SCOPE .............................................................................................................................. 34 5.8 EMS, HELPDESK AND APPLICATION PERFORMANCE MANAGEMENT TOOLS ......................................................... 35

6 DETAILED SCOPE OF WORK ................................................................................................................... 36

6.1 ONE TIME ACTIVITIES................................................................................................................................ 36 6.2 ONGOING OPERATIONS ............................................................................................................................. 38 6.3 EMS, HELPDESK AND APPLICATION PERFORMANCE MANAGEMENT TOOLS ......................................................... 53 6.4 EXIT MANAGEMENT SERVICES .................................................................................................................... 57

7 PROJECT MANAGEMENT ....................................................................................................................... 59

7.1 PRINCIPLES OF GOVERNANCE...................................................................................................................... 59

8 SERVICE LEVELS ..................................................................................................................................... 69

8.1 SERVICE LEVEL AGREEMENT (SLA) AND TARGETS ........................................................................................... 69 8.2 SERVICE LEVEL TARGETS (POST-TRANSITION PHASE) ....................................................................................... 69 8.3 SERVICE LEVEL MEASUREMENT ................................................................................................................... 70 8.4 AT-RISK AMOUNT .................................................................................................................................... 70 8.5 SERVICE LEVEL PENALTIES .......................................................................................................................... 70 8.6 EXCEPTIONS ............................................................................................................................................ 70

9 BID - EVALUATION PROCESS .................................................................................................................. 72

9.1 OBJECTIVE OF THE EVALUATION PROCESS ..................................................................................................... 72 9.2 NORMALIZATION OF BIDS ........................................................................................................................... 72 9.3 TECHNICAL EVALUATION PROCESS ............................................................................................................... 73 9.4 COMMERCIAL BID EVALUATION .................................................................................................................. 76

10 TERMS AND CONDITIONS ...................................................................................................................... 78

10.1 GENERAL TERMS AND CONDITIONS .............................................................................................................. 78 10.2 APPLICATION ........................................................................................................................................... 78 10.3 STANDARDS ............................................................................................................................................ 78 10.4 GOVERNING LANGUAGE ............................................................................................................................ 79 10.5 APPLICABLE LAW ...................................................................................................................................... 79 10.6 NOTICE .................................................................................................................................................. 79

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10.7 RIGHT TO ALTER QUANTITIES ..................................................................................................................... 79 10.8 CONTRACT AGREEMENTS ........................................................................................................................... 79 10.9 USE OF CONTRACT DOCUMENTS AND EXECUTION .......................................................................................... 79 10.10 INDEMNITY ......................................................................................................................................... 80 10.11 CANCELLATION OF CONTRACT AND COMPENSATION ................................................................................... 80 10.12 EARNEST MONEY DEPOSIT .................................................................................................................... 80 10.13 PERFORMANCE BANK GUARANTEE .......................................................................................................... 81 10.14 RESOLUTION OF DISPUTES ..................................................................................................................... 82 10.15 DELAY’S IN BIDDER’S PERFORMANCE ....................................................................................................... 82 10.16 LIQUIDATED DAMAGES ......................................................................................................................... 82 10.17 FORCE MAJEURE ................................................................................................................................. 83 10.18 AUDITS .............................................................................................................................................. 84 10.19 PRICES ............................................................................................................................................... 84 10.20 EXCISE DUTY ....................................................................................................................................... 85 10.21 PROFESSIONAL FEES / CHARGES ............................................................................................................. 85 10.22 EXPENSES AND TAXES ........................................................................................................................... 85 10.23 NON-NEGOTIABILITY ON RFP ................................................................................................................. 85 10.24 ASSIGNMENT ...................................................................................................................................... 86 10.25 SUBCONTRACTING................................................................................................................................ 86 10.26 LIMITATION OF LIABILITY ....................................................................................................................... 86 10.27 CONTRACT PERIOD ............................................................................................................................... 86 10.28 DELAYS IN DESIGN, IMPLEMENTATION AND PERFORMANCE GUARANTEE ........................................................ 87 10.29 PUBLICITY ........................................................................................................................................... 87 10.30 PRIVACY AND SECURITY SAFEGUARDS ...................................................................................................... 87 10.31 CONFIDENTIALITY ................................................................................................................................. 88 10.32 ADHERENCE TO TERMS AND CONDITIONS ................................................................................................. 88 10.33 EXECUTION OF SLA / NDA .................................................................................................................... 88 10.34 SUCCESSFUL BIDDER’S PERSONNEL .......................................................................................................... 88 10.35 OTHER TERMS AND CONDITIONS ............................................................................................................ 89 10.36 SUBSTITUTE OF PROJECT TEAM MEMBERS ................................................................................................ 89 10.37 PROFESSIONALISM ............................................................................................................................... 89 10.38 INTEGRITY PACT................................................................................................................................... 89 10.39 ADHERENCE TO LAWS AND STANDARDS ................................................................................................... 90 10.40 AUTHORIZED SIGNATORY....................................................................................................................... 90 10.41 APPLICABLE LAWS AND JURISDICTIONS ..................................................................................................... 90 10.42 COLLUSIVE CONDUCT ........................................................................................................................... 90 10.43 UNLAWFUL INDUCEMENTS ..................................................................................................................... 91 10.44 CONFLICT OF INTEREST .......................................................................................................................... 91 10.45 EXIT MANAGEMENT ............................................................................................................................. 91 10.46 PROJECT TIMELINES .............................................................................................................................. 91 10.47 PAYMENT TERMS ................................................................................................................................. 93

11 INSTRUCTIONS TO BIDDERS ................................................................................................................... 97

11.1 BIDDING PROCESS .................................................................................................................................... 97 11.2 TECHNICAL BID ........................................................................................................................................ 97 11.3 COMMERCIAL BID .................................................................................................................................... 98 11.4 SUBMISSION OF BIDS ................................................................................................................................ 98 11.5 SEALING AND MARKING OF BID .................................................................................................................. 98 11.6 LATE BIDS ............................................................................................................................................... 99 11.7 OPENING OF BIDS .................................................................................................................................... 99 11.8 PROPOSAL MODIFICATION ....................................................................................................................... 100 11.9 CLARIFICATION OF BIDS ........................................................................................................................... 100 11.10 RESULT NOTIFICATION ........................................................................................................................ 100

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11.11 COST OF RESPONSES .......................................................................................................................... 100 11.12 RIGHT TO NEGOTIATE .......................................................................................................................... 100 11.13 PRECEDENCE OF DOCUMENTS .............................................................................................................. 101 11.14 EVALUATION CRITERIA ........................................................................................................................ 101 11.15 ADDRESS FOR COMMUNICATION .......................................................................................................... 102 11.16 NO COMMITMENT TO ACCEPT LOWEST OR ANY BID ................................................................................... 102 11.17 CORRECTION OF ERRORS ..................................................................................................................... 102 11.18 NON-TRANSFERABLE TENDER ............................................................................................................... 102 11.19 SOFT COPY OF TENDER DOCUMENT ...................................................................................................... 102 11.20 BID VALIDITY PERIOD .......................................................................................................................... 103 11.21 ADDENDA/CORRIGENDUM .................................................................................................................. 103 11.22 PRE BID MEETING ............................................................................................................................... 103 11.23 AWARD OF CONTRACT ........................................................................................................................ 103 11.24 REJECTION OF BIDS ............................................................................................................................ 104 11.25 AWARD OF CONTRACT ........................................................................................................................ 104 11.26 SIGNING OF CONTRACT ....................................................................................................................... 104 11.27 LEGAL COMPLIANCE ........................................................................................................................... 104 11.28 GOVERNING LAW AND RESOLUTION OF DISPUTE....................................................................................... 104 11.29 AMENDMENT TO CONTRACT ................................................................................................................ 105 11.30 CORRESPONDENCE AND NOTICES .......................................................................................................... 105

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1 Invitation for Tender Offer

Oriental Bank of Commerce (hereby referred to as “OBC” or “Bank”) invites sealed tenders

for Technical bid (offline as well as online) and Commercial bid (offline as well as online) from

suitable IT infrastructure managed service providers. In this RFP, the term “bidder / IT-

MSP/prospective bidder” refers to the bidder delivering products / services mentioned in this

RFP.

The prospective bidders are advised to note the following:

1. The Bank expects the interested Bidders to purchase the hardcopy of the complete RFP document including annexures and forms from the Bank’s premises during the business hours as per schedule. The interested bidder are required to submit the Nonrefundable Tender Document Fees of ` 25,000 (Rupees Twenty Five Thousand only) by way of demand draft from any Scheduled commercial bank in favour of ‘Oriental Bank of Commerce’ and payable at Gurgaon to receive the RFP document. The RFP document without the annexures & forms can be downloaded from the bank’s website.

2. Representatives of bidders who attend the pre-bid meeting are required to carry an authorization document from the company, an identity card for attending the meeting.

3. Bidders are required to submit bank guarantee drawn in favor of “Oriental Bank of Commerce” payable at Gurgaon, towards Earnest money Deposit (EMD) for `50, 00,000 (Rupees Fifty Lakh only). The Bank may accept bank guarantee in lieu of EMD for an equivalent amount valid for 210 days from the last date of bid submission and issued by any scheduled commercial bank acceptable to the Bank. Offers made without EMD will be rejected.

4. Technical Specifications, Bill of Material documents, Terms and Conditions and various formats for submitting the tender offer are described in the tender document and Annexure/forms.

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2 Introduction

Oriental Bank of Commerce, one of the leading public sector banks in India having its corporate office at Plot No. 5, Sector 32, Institutional Area, Gurgaon – 122001 (Haryana), India (hereafter referred to as “Bank” or “the Bank”) has national presence through over 2344 branches and 2570 ATMs (out of which 2175 are on-Site ATMs, 393 off-Site ATMs and 2 Mobile ATMs) spread across the country. Bank has its data center and near line site in Mumbai and DR site in New Delhi. The Bank has about 20 million customers served through 100% Core Banking branches spread across the country. Bank uses Information Technology in all spheres of its functioning by connecting all its Branches, Regional Offices, Regional Inspectorates, Corporate office and Data Centre by WAN.

2.1 Objective of the RFP Document

OBC has a state of the art IT infrastructure spread across data centre, near site and disaster

recovery centre. The bank is interested in engaging a capable service provider for

outsourcing of IT Infrastructure Managed Services. OBC is issuing this Request for Proposal

(“RFP”) for Outsourcing services of information technology (IT) infrastructure managed

services. The scope of work is described in detail in Section 6 – “Detailed Scope of Work”

of this RFP document. OBC seeks comprehensive proposals from "bidders" who have the

capabilities to meet OBC’s requirements and have a serious interest in providing the

services. This RFP provides information on OBC and the requested scope of work, and

instructions for the preparation and submission of the RFP Response by the bidder to

perform the scope of work.

OBC shall use this contract for managing IT infrastructure at DC, DR, NS and other location

specified in this RFP or any new ventures which OBC enters into.

The objectives of this Request for Proposal (RFP) are:

5. Scope Definition: To present the eligible bidders with understanding of OBC’s requirements for aiming for management of IT Infrastructure Services.

6. Background Information: Provide the background information on existing business applications, underpinning IT infrastructure and services provided to support the business functions and operations.

7. Proposal Request: To invite detailed proposals from bidders as per the objectives defined in this RFP and adhering to stipulated terms and conditions.

8. Bidder Selection: To shortlist bidders for comprehensive technical and commercial evaluations and award the contract to the selected bidder, taking into consideration evaluation parameters defined in this RFP.

The Successful Bidder shall be the single point of contact for all products and services offered, as described in the scope of work, and will be fully responsible for the overall delivery, project management and co-ordination with different stakeholders as specified in sections below. OBC management intends to complete the transition of in-scope infrastructure and services to the Successful Bidder within 4 months of release of Purchase order by the Bank.

The term of the Contract shall be for an initial period of 5 years, which may be extended by two year thereafter at mutually agreed terms and conditions (on an annual renewal basis) on or prior to the expiry of the term.

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2.2 Overview of Selection Process

The bidder selection process would comprise of the following stages:

1 Issue of RFP: Issue of Request for Proposal (RFP) document to bidders for outsourcing IT infrastructure managed services.

2 Pre-bid Meeting and Query Resolution: OBC shall conduct a workshop with bidders who express interest in the RFP if required by the bidders. The objective of these meetings would be to address queries from bidders and provide any further information, if required.

3 Issue of Addendum to RFP (if required): Issue of addendum (if required) to the original RFP. This will be based on the clarifications provided to the bidders on the queries received or any new requirements, terms and conditions which OBC may want to issue at a later stage.

4 Submission of response: Bidders will submit a response to the RFP as per the checklist and the format provided in the RFP. The response to the RFP from the bidder shall include both technical and commercial proposals.

5 Bidder response evaluation: During this stage, OBC will evaluate the responses to the RFP based on the criteria specified in Section 9: Bid-Evaluation Process.

6 Presentations: OBC shall call the bidders for formal presentations on the methodology and service model proposed.

7 OBC may raise certain clarifications during evaluation and the respective bidder should provide the response as per timelines defined in the RFP. The detailed evaluation will enable OBC to identify preferred bidder.

8 Award of Contract: The selected bidder would be awarded the contract for management of IT Infrastructure & Services.

2.3 Submission of Responses

For all matters pertaining to this RFP, the Contact officer would refer to:

The Deputy General Manager (IT) Oriental Bank of Commerce, Department of Information Technology, Plot No.5, Institutional Area, Sec.32, Gurgaon, Haryana-122001

Unless specifically stated in the RFP Response, it will be assumed by OBC that a bidder has fully understood and is in agreement with all the requirements and information contained in this RFP.

Note: Any commercial information shall not be shared through email.

2.4 Structure of the RFP

2.4.1 Master RFP:

This RFP document consists of the following information:

Issue of RFP Pre-Bid Meeting

Issue of Addendum

Submission of Response

Response Evaluation

Presentation by the

eligible bidders

Award of Contract

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1. Overview and scope of services to be provided by selected bidder including the scope

of work;

2. Technical and commercial evaluation methodology which shall be followed to select the

successful bidder; and

3. Terms and conditions for this RFP, subject to the Bank entering into a separate contract

after selecting the bidder, which shall detail the terms and conditions thereof.

2.4.2 Annexure and Forms Seeking Response for Evaluation

A detailed set of annexure and forms are provided to the bidder for formulation of responses.

These annexure would assist the bank in effectively normalizing the bidder’s response for

various areas including bidder’s qualification criteria, functional requirements, technical

requirements, proposed team strength, commercial proposals etc. The list of such annexure

and forms is provided in the table below:

Annexure Number Name of the Annexure

Annexure A1 Bidder's Roles & Responsibility

Annexure A1.1 Service Window across service category

Annexure A2 Minimum Technical Specification

Annexure A3 Inventory Details

Annexure A4 Service Level Agreements

Annexure A5 Reports

Annexure A6 Tool and Technologies

Annexure A7 Proposed Deployment Architecture

Annexure A8 Minimum Onsite Deployment

Annexure A9 Resource Profile

Annexure A10 Bidder’s capabilities

Annexure A11 Submission Checklist

Annexure A12 Existing Application Details

Form Number Name of the Form

Form 1 Performa for Bank Guarantee for EMD

Form 2 Commercial Compliance Certificate

Form 3 Compliance Certificate

Form 4 Proposed Bidder Profile

Form 5 Confirmation of Terms and Conditions

Form 6 Tender Offer Cover Letter

Form 7 Proposed Team Profile

Form 8 Performance Bank Guarantee Format


Form 10 NDA Format

Form 11 PreBid Query Format

Form 12 Bid Undertaking letter

Form 13 Bill of Material

Form 14 Integrity Pact

Form 15 Manufacturer’s authorization form

Form 16 Technical Bid Format

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3 Eligibility Criteria

The Bidder needs to comply with all the eligibility criteria mentioned below to be evaluated in

Eligibility bid evaluation phase. Non-compliance to any of these criteria would result in

outright rejection of the Bidder’s proposal. The Bidder is expected to provide proof for each

of the points for eligibility evaluation criteria. Any credential detail not accompanied by

required relevant proof documents will not be considered for evaluation. All credential letters

should be appropriately bound, labelled and segregated in the respective areas. There is no

restriction on the number of credentials a Bidder can provide.

The decision of the Bank would be final and binding on all the Bidders to this document.

OBC may accept or reject an offer without assigning any reason what so ever.

Criteria for Eligibility Compliance are given in below table:

S.

no Eligibility Criteria Requirements Supporting Documents Required

Financial and other Information required to be complied by the bidder.

1

The bidder should be a Government

Organization/ PSU/ or a Limited

Company/ Private Limited Company

under companies act in India

1. Certificate of Incorporation

2 The Company should have been in

existence for a minimum period of 5

years in India.

1. Certificate of Incorporation

3 The Company should have a

minimum turnover of Rs.1000

crores per annum during last two

financial years in India.

1. Audited financial statements for the

financial years 2013-14 and 2014-15

AND

2. CA Certificate for the said period.

4 The Company should be a profit

making entity with respect to

operations in India in the last

financial year, and, in at least one of

the two years preceding the last

financial year.


financial years 2012-13, 2013-14, 2014-15

AND

2. CA Certificate for the said period.

5 The Company should have a

minimum positive net worth of

Rs.200 crores in each of the last two

financial years in India.

Net worth is to be calculated as follows:

Capital Funds (Paid up equity capital + Paid

up preference shares + Free reserves) –

(Accumulated balance of loss + Balance of

deferred revenue expenditure + Other

intangible assets).


financial years 2013-14 and 2014-15

AND

2. CA Certificate for the said period. The CA

certificate provided in this regard should

be without any riders or qualification.

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S.


6 The bidder should have at least one

of the following accreditations /

certifications active as on the date of

this RFP. Viz. ISO 9001, SEI CMM

Level 5, or higher

1. Copy of the relevant certifications

7 The bidder should not have been

black-listed by OBC, any Public

Sector Bank, RBI/NHB or IBA. Bidder

must certify to that effect.

1. Self- Declaration

Bidder’s Experience

8 The bidder should have had

experience in managing and

monitoring the IT Infrastructure within

the Data Centre/Disaster Recovery

Site for ANY Core Banking Solution

encompassing the underlying

a.) Hardware (Server & Storage),

b.) Operating System and

c.) Database

for at least ONE Scheduled

Commercial Bank in India having

more than 1000 branches.

1. Relevant credential letters

OR

2. Purchase Order with the Bank’s

confirmation on having executed the PO to

satisfaction.


experience of providing L1 & L2

support for Finacle Core Banking,

Internet Banking (E-banking

application) and their associated

databases for at least ONE

Scheduled Commercial Bank in India

having more than 1000 branches.


OR



satisfaction.

10 The bidder should have experience in

setting up Enterprise Management

Solution for server monitoring,

network monitoring and storage

monitoring for the IT infrastructure in

a data center/disaster recovery site in

at least ONE scheduled commercial

bank in India having more than 1000

branches.

1. Relevant credential letters OR


confirmation on having executed the PO

to satisfaction.

The furnished documentary evidence should

clearly state the modules implemented.

11 The bidder must have its own

technology teams/ service line

internally in the organization for

providing support to the on-site team

in case of critical technical issues.

The bidder should have presence in

1. Self-Declaration along with the details of

the support centers in Mumbai/Navi

Mumbai and New Delhi/Gurgaon/Noida.

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S.


at least Mumbai/Navi Mumbai and

New Delhi/Gurgaon/Noida.


experience in manning a minimum

FIVE seater helpdesk for IT

infrastructure managed services

(server management, storage

management, network management)

in at least One Scheduled

Commercial bank in India having

more than 1000 branches.


OR



to satisfaction.

Enterprise Management Solution credentials to be met by Bidder or OEM Partner

13 The proposed Enterprise

Management Solution (EMS)

including Helpdesk Solution should

be from the same OEM.

1. Undertaking from the Manufacturer

AND

2. Manufacturer Authorization Form

14 The proposed Enterprise

Management Solution (EMS)

encompassing at least the server and

network management modules

should be LIVE in at least ONE

scheduled commercial bank in India

having more than 1000 branches.


OR



to satisfaction

Application Performance Management Solution to be met by Bidder or OEM partner

15 The proposed Application

Performance Monitoring Solution for

CBS & Internet Banking should be a

single solution suite from the same

OEM and should have been deployed

in at-least TWO scheduled

commercial banks in India having

more than 1000 branches, out of

which at-least one scheduled

commercial bank should have Finacle

as Core banking platform.

1. Undertaking from the OEM

AND

2. Relevant credential letters OR Purchase

Order with the Bank’s confirmation on

having executed the PO to satisfaction

16 The proposed Application

Performance Monitoring Solution

should be Live and monitoring for an

existing Finacle Banking environment

for at least ONE Scheduled

Commercial Bank in India.


OR



satisfaction

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S.


17 The proposed L1 (Monitoring) and L2

(Analysis & Remediation) support for

the proposed APM tools/services

should be provided by an

experienced independent third (3rd)

party which has the experience of

providing the APM L1 & L2 support in

at-least TWO scheduled commercial

banks in India having more than 1000

branches. Out of which at-least one

scheduled commercial bank should

have Finacle as core banking

platform.


OR



satisfaction

Note:

1. Bidders need to ensure compliance to all the eligibility criteria points.

2. Purchase orders without relevant organization confirmation through a credential letter

will not be considered as credentials.

3. Proposed application implementation experience need not be in the current product

version proposed.

4. Public Sector / scheduled commercial banks do not include regional rural banks and

cooperative banks.

5. Public sector / scheduled commercial banks refer to public sector / scheduled

commercial banks in India only.

6. The branches being considered in the criteria should be per Bank and not cumulative

across banks.

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4 Overview of Current Bank’s IT Landscape

The current IT landscape of Oriental Bank of Commerce can be broadly classified as per the

diagram below.

Applications:

The bank has several legacy as well as industry-standard applications managed either by

the bank or by a third party vendor. The indicative details of existing applications along with

location of hosting is mentioned in Annexure A12- Existing Application Details.

The primary data center and near location site is hosted at a co-located third-party Data

Centre in Mumbai and the disaster recovery site is hosted at a co-located third party location

in Delhi.

The bank’s CBS cell is located at New Delhi. The CBS cell is responsible to provide end to

end support for all application related incidents, patch management, application helpdesk

management etc. However L3 category issues are resolved by the product OEM vendor as

and when required. The CBS cell also acts as a centralized helpdesk for end-users.

Network Operations Center:

The network operations center is managed by M/s IBM India Private Limited. The NOC

management is based on a centralized model with resources located at the corporate office,

regional offices (34 locations), primary data center, DR-site, COPEC and CTS (Mumbai).

IBM is also responsible to manage WAN.

Security Operations Center:

The SOC is located in the primary data center and is managed by M/s HCL Comnet. The

main scope of work for M/s HCL Comnet is:

1. Web-access firewall management (WAF)

2. Antivirus management

3. Database access monitoring

4. Management of other security infrastructure

IT Infrastructure Management for DC/DR

1. There are on-site resources for operating system (OS) management and database

administration. Mostly, L1/L2 level resources are deployed on-site and L3 support is on-

call and on need basis.

2. The LAN network within the DC/DR/Near Site (up till server farm switch) is managed by

existing managed services provider

Current IT Landscape

Applications IT Infrastructure Network

Infrastructure Security

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3. Backup (independently at PDC and DR) is centralized for all servers hosted. Existing

managed services provider is responsible for taking the back up from PDC and DR.

4. The server and storage management services for various applications are provided by

multiple vendors. However, Wipro is responsible for managing the underlying

infrastructure and database administration of CBS application, Internet Banking

Application etc.

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5 Scope Summary

5.1 Vision of the outsourcing initiative

OBC seeks to appoint an experienced IT Managed Service Provider (IT-MSP) to manage the Bank’s IT Infrastructure, monitoring of services and related management and Implementation of EMS, Helpdesk and APM Tools. Hence the IT-MSP from a broad perspective will be responsible to offer the below services:

1. Maintain the desired service levels in IT Infrastructure service delivery;

2. Maintain the desired service levels in CBS, NEFT, RTGS, SFMS, Internet Banking etc. service delivery;

3. Continuously improve efficiency of IT service delivery;

4. Adopt a scalable model for IT service delivery and management;

5. Align the IT services to the Bank’s business objectives;

6. Increasingly contribute to OBC’s banking business and meeting bank’s objectives

7. Provide an efficient, rationalized and integrated set of IT services.

5.2 Strategic benefits for Bank

In addition to the vision of the outsourcing initiative and the fact that Bank sees the Bidder(s) as a vital component in delivering on key areas of their business and IT strategy, the following high level strategic objectives have been defined for the resulting outsourced agreement:

Objective Desired State

Relationship Type Strategic service relationship;

Proactive (efficiency, continuous improvement, innovation); and

Accountability for end user experience and SLA measurement.

Commercial Model Greater flexibility with demand (up and down);

Greater transparency (understand the elements of the service);

Simpler engagement model;

Organization

Aligned delivery organizations with clear roles and responsibilities;

Service delivery with access to the right skills and knowledge;

Service Levels

Tiered levels of service – standardized to best practice (proactively

managed);

Near real-time reporting;

Service performance forecasting; and

Automated monthly customer satisfaction surveys with reports and Service Level Reports

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Objective Desired State

Service and Technology

Clear parameters of service

Provide regular technology updates via joint workshops;

Hardware / Software agnostic;

5.3 Overview of Scope

Note: This section provides an executive summary of the scope of work for this RFP. The Bidders are requested to refer to the detailed Scope of Work section for all the detailed information.

The Bank wishes to appoint a Bidder to offer IT Infrastructure related services for the IT infrastructure encompassing servers, storage and other environmental software such as OS, DB for the underlying Business Applications. The Bidder is also required to provide L1 & L2 application support for the existing

1. Core Banking application- Finacle

2. NEFT,

3. RTGS,

4. SFMS

5. Internet Banking and

6. Email Application.

Further the Bidder is also required to provide ATS for Core Banking Application and Internet Banking Application from the OEM. The Bidder is also required to supply, implement and maintain the EMS, Helpdesk and application performance management tools.

This section outlines the requirement of OBC to be delivered by the IT-MSP in the arrangement. To facilitate bidder’s understanding of the scope of work, the scope has been divided into following key three categories. The brief coverage has been illuminated in the chart below

1. Scope outlining one time activities: This covers the activities/services that are expected to be undertaken by the Successful Bidder as part of transition-in/ taking the handover from the current service provider for managing the IT services for current and future systems

2. Scope outlining ongoing operations: This covers the activities/services that are expected to be provided by the IT-MSP on an ongoing basis (business as usual), throughout the tenure of this contract. As a part of the on-going operations, the bidder will have to provide Application Management Services for existing core banking, NEFT, RTGS, SFMS, internet banking and email applications. The Bidder is also required to provide ATS support for existing CBS & Internet Banking Application. The Bidder is also required to provide domain services which include server management, database management, network management (excluding bandwidth & WAN), storage management, backup and restore services and cross functional services for all the existing & future IT infrastructure at Bank’s DC/DR/NS,CBS Cell & HO as detailed in the latter section of this RFP. Geographical scope is also covered as a part of this scope category. The Bidder is also required to provide the helpdesk ticketing tools to the bank on a capex model. The tool will be leveraged to manage the ticket lifecycle for all the tickets raised by end users. The helpdesk tool should also have an online interface to

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enable end users to raise a self-ticket and should also have a knowledge management module. The EMS tools required to monitor and manage the infrastructure will be provided on a capex model to the bank. The application performance management tools will also be provided on capex model to the bank.

3. Exit Management Scope: This covers the scope of activities for the transition-out at the end of the outsourcing contract to the new service provider or in the event of premature termination of the contract. This includes key activities to be performed by IT-MSP for smooth transition during its exit or termination phase.

The IT MSP is required to provide the support services across the following logical layers for

the stated applications:

Layers Role & Responsibility

Core Banking, RTGS, NEFT, SFMS, email and Internet Banking Applications

The Bidder is required to provide the L1 & L2 application support for the existing Core banking, Internet Banking Applications, NEFT, RTGS, SFMS and email. The Bidder will also provide the ATS through OEM for the CBS & Internet Banking Application.

Other Business Applications and other Bank applications.

The Other Business Applications will be managed by Bank or its appointed application Vendors

Runtime To be maintained and managed by the ITMSP

Database To be maintained and managed by the ITMSP

Operating System To be maintained and managed by the ITMSP

Virtualization (if applicable)

To be maintained and managed by the ITMSP

Hardware To be maintained and managed by the ITMSP For AMC related issues the IT MSP will escalate the cases to the Bank’s appointed Vendor/OEM and follow-up on resolution & rectification.

Bidder provided EMS Tools

To be maintained and managed by the ITMSP

Bidder provided Application performance management Tools

The IT Infrastructure for APM will be maintained and managed by the ITMSP. The L1 and L2 support will be provided by the Independent third (3rd) party and the bidder needs to provide ATS support through the APM OEM.

Helpdesk Ticketing Tool

To be maintained and managed by the ITMSP. However Bank’s Application Monitoring Team will log tickets in the tool. It should also have an online interface wherein end user can log a self-ticket and should also have a built in/integrated knowledge management tool

.

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The diagram below provides a high level representation of the required scope of services:

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High Level Overview of the Scope of Services

5.4 Grouping of scope items

The Bank has identified logical groupings of scope items. The bidder is required to provide

all the services mentioned in groupings (except for scope exclusions). These logical

groupings are summarized as below:

Grouping Scope Items Scope Item Description

One Time Scope

Transition of IT infrastructure support (current systems) and CBS, Internet Banking, NEFT,RTGS,SFMS & email Application management Services

OBC recognizes that the transition process and its effectiveness will have a significant impact on success of the ongoing services. Thus, OBC has the following key objectives for transition: 1. Maintain steady and uninterrupted operation for all IT

services. 2. Maintain agreed service levels during transition from

OBC IT team and current Service Provider to the successful Bidder.

3. Successfully complete all transition activities within the agreed timeframe.

The transition shall be completed within 4 months from the date of release of PO by the bank. The bidder is required to propose a transition approach to have near zero risk and quick transition from the current state to the bidder managed state without any productivity loss or business downtime.

On-going services

Application Management Services

The Bidder is required to provide the Application Management Services for existing CBS- Finacle 7.0.25, Internet Banking Applications, RTGS, NEFT, SFMS and email.

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On-going services

Domain Services

OBC has identified number of domain services to support business operations. Domain Services are predominately responsible for the support, enhancement and overall operation of the IT Infrastructure- servers, storage systems, database, networks (excluding bandwidth & WAN) and backup & restore systems. This will require an all-encompassing approach to the management and administration, including but not limited to: 1. Database Management Services- provisioning,

maintenance and support of database hardware and software including relevant licensing;

2. Server Management Services- provisioning, maintenance and support of server hardware and software- including operating system, cluster software and other software/middleware/web service or agents installed on the server & relevant licensing;

3. Network Management Services (excluding bandwidth & WAN)- provisioning, maintenance and support of network hardware and software including relevant licensing at DC,DR and NS

4. Storage Management Services- provisioning, maintenance and management of storage and data, integrity of data, replication and adherence of RPO;

5. Backup and Restore Management Services- provisioning, maintenance and management of backup hardware and software, tape media restore services.

The domain services will encompass the support, enhancements and overall operations for the IT Infrastructure for critical and non-critical applications at DC, DRC, NS and other locations as defined in the RFP.

IT-MSP is expected to provide support for these domain services as per the defined scope and the corresponding SLAs. IT-MSP is expected to adhere to IT Service Management (ITSM) processes based on IT Infrastructure Library (ITILv3) framework (version 3) for all the services

On-going services

Cross Functional Services

The cross-functional services refer to the IT service management services required to be performed by the IT-MSP in order to effectively deliver the IT services required by OBC. These services will cut across domain services. The bidder is required to provide the following cross functional services: 1. Performance measurement and reporting 2. Incident Management and IT Infrastructure Support

Services 3. Asset and Configuration management 4. Change Management and Release Management 5. Service Level Management 6. Security Management 7. Patch Management

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8. Software License Management 9. Vendor Performance Management 10. IT service continuity and Disaster Recovery

IT-MSP is expected to adhere to IT Service Management (ITSM) processes based on IT Infrastructure Library (ITILv3) framework (version 3) for all the services

EMS, Application performance management tools & Helpdesk Tools

Implementation of EMS, Application performance management tools & Helpdesk Tools

The Bidder is required to procure and implement the EMS, application performance management & Helpdesk tools on a capex model. The licenses will be in the name of the bank. The bank will procure only the required servers, operating system, database licenses and augment existing storage to implement the tools. Any additional requirements needs to be procured by the bidder and should be factored in Form 13: Bill of Material.


Ongoing Maintenance and Support

The Bidder is required to provide ongoing maintenance & support of the EMS, application performance management tools & Helpdesk tools throughout the tenure of the contract. The Bidder is also required to adhere to the service levels.


AMC & ATS The bidder is required to provide AMC & ATS support for the implemented EMS, application performance management tools & Helpdesk tools.

One Time Scope

Handholding IT infrastructure for new systems

The bidder is expected to receive the hand-holding of IT infrastructure from the respective implementation partner as and when new applications are implemented. The hand-holding for the new applications/systems shall be taken by the operations team of IT-MSP. Any such handholding shall be completed within 30 days.

An indicative list of applications to be deployed in near future is as follows:

1. Loan Origination System

2. Document Management System

3. Integrated Risk Management Solution

4. Asset Liability Management Solution

5. Business Process Management Solution

6. Customer Relationship Management

7. Data Warehouse System and Business Intelligence

8. Automated DR Solution

9. Fraud Risk Management Solution

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10. Mobile Banking etc.

The Bidder is further required to manage the new IT Infrastructure. Post hand-holding, the bidder is also expected to provide domain Services and cross functional as defined in the RFP for the added IT Infrastructure

Exit Management Scope

Handover & Transition of Services

1. Bidder shall provide the Termination/Expiration Assistance regardless of the reason for termination or expiration. Six (6) months prior to the expiration of the Term, or upon Bidder’s receipt of notice of termination of this Agreement for any reason, or six (6) months prior to the cessation of any Service, and at OBC’s request, Bidder shall provide to OBC the staff and transition services necessary for OBC to effect an orderly transition to OBC or to a Third Party designated by OBC.

2. Bidder shall provide the necessary transition for the period of 6 months. However, this period of transition could vary depending on the need of OBC and the same shall be communicated to them.

Exit Management Scope

Documentation 1. During the contract period, the IT-MSP shall ensure that

all the documentation including diagrams, policies, procedures, asset registers, configuration documents, procurement documentation, original licenses and all other documents in relation to the works as per the agreed terms are kept up to date and all such documentation is handed over to OBC during the exit management process.

Scope Exclusions

Out of Scope The scope of outsourcing currently excludes the following: 1. End-user devices (desktops, laptops, printers, scanners,

mobiles etc.) 2. Application helpdesk – Application Monitoring Group and

application management except for CBS, Internet Banking application, NEFT,RTGS,SFMS, and email applications

3. Network bandwidth monitoring and management (WAN Level – NOC Services)

4. Information security services (Firewall Management, IPS etc. – SOC Services.)

In future, if Bank intends to extend the scope of services of IT-MSP, it may include any or all of the above services with additional cost mutually agreed between the Bank and IT-MSP.

5.5 Integration Touch points with out of scope services

Relationship Key Integration Points

End-user devices (desktops, laptops,

Ongoing Operations Services

1 User account and desktop configuration will be owned by the Desktop service provider; and

2 Services requiring user profile information will

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Relationship Key Integration Points

printers, scanners, mobiles etc.)

require integration between the IT MSP’s services (e.g. the authentication server for remote access and Active Directory). The central management and maintenance of Active Directory is in IT MSP’s scope.

Application helpdesk and application management-Application Monitoring Group (AMG)

Bidder Incident Management Process and IT Infrastructure support

1 Deployment of tools by the IT MSP; 2 Application Monitoring Group (AMG) will log

tickets in the helpdesk tool and will allocate the tickets raised for Infrastructure related issues to the bidder and AMG will also allocate tickets related to CBS ,Internet Banking, NEFT,RTGS, SFMS and email applications to the IT-MSP; and

3 IT-MSP will resolve all IT Infrastructure related tickets and CBS, RTGS, NEFT, SFMS, Internet Banking and email applications related tickets and provide L1, L2 support/resolution & update tickets. The ATS for in-scope applications and tools will be provided by the bidder through the application OEMs. The Bidder will raise ticket and coordinate with the respective OEMs for L3 support. The Bidder is also required to coordinate with Bank’s application service provider wherever required for successful resolution of issues/tickets

WAN Level NOC Services

DC,DR,NS Network Management Services

1 Quality of services to be provided across the DC,DR,NS network

2 Bidder is required to Liaise with WAN network service provider for any DC,DR,NS link failure/downtime

SOC Services Ongoing Operations Services

1 Bidder is required to ensure overall security across Servers, storage and DC,DR,NS LAN Networks

2 Coordinate with SOC vendor for any security alert, event, log correlation etc.

3 IT-MSP is required to adhere to the OBC’s policies & guidelines

5.6 Service Delivery Model

The following points describe the governance around the contractual relationships between

the various actors viz. OBC, Bidder, existing application vendors, other third party Vendors:

1. OBC has a direct contractual relationship with all the Application Vendors and existing

Third party Vendors such as the Hardware provider, DC/DR/NS Hosting service

provider, bandwidth service provider etc. The Bidder needs to provide ATS support

from CBS & internet banking OEMs to the bank.

2. The Bidder will be required to interact with them on behalf of the Bank with regards to

offering the services stated in the RFP. Further, details stated in the detailed scope

section.

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Chart below is a pictorial representation of the ‘Contractual Relationships’:

The following points describe the bank’s proposed Service Delivery Model for the scope of

this RFP-

1. The bank is envisaging to create an Application Monitoring Group (AMG) which

comprises of a pool of technical and functional resources of the Bank who are available

to handing problems faced by the end users. For calls/tickets being raised by the end

users which are specific to the IT MSP Scope, those tickets/calls will be forwarded to the

IT MSP for resolution.

2. The AMG will be the single point of contact for all end users.

3. AMG will allocate the tickets to IT-MSP for all IT-MSP in-scope related issues.

4. The bidder will provide L1 & L2 operations support. For AMC/ATS/L3 calls related

issues, the IT MSP will escalate the cases to the Bank’s appointed Vendor/OEM and

follow-up on resolution, rectification and closure. For CBS, Internet Banking, EMS &

Helpdesk tools’ ATS, the bidder needs to have back to back SLAs with the OEM in line

with the SLAs mentioned in the RFP.

5. The bidder is required to provide project management & governance for the scope of the

RFP throughout the tenure of the contract.

Chart below is a pictorial representation of the ‘Proposed Service Delivery Model’:

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The Bidder is required to provide a helpdesk ticketing tool, application performance management tool for CBS & Internet Banking and EMS tool to the bank. The Bank’s end users should be able to raise problem tickets/self-tickets using web based console and by calling/emailing the Application Monitoring Group. The ticketing tool should also have an inbuilt/integrated knowledge management tool. IT MSP will proactively monitor and manage the infrastructure using the EMS tools. The EMS tool should integrate with the ticketing tool. Note: The Bank currently has 15000 CBS users. The option of logging a ticket through mail and phone would be used only in the exceptional scenarios when the online ticketing console is not accessible to the CBS users. The AMG team will have at-least 20 users who will require admin access of Helpdesk tool. The bidder needs to factor additional licenses required for the bidder’s resources. The Bidder shall also be given access to the helpdesk tool. An indicative service delivery flow is represented in the diagram below:

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The Bidder is required to build a governance model based on these contractual relationship

and service delivery model and service delivery flow in order to facilitate high performance

and effective management in order to enable OBC to achieve its business objective.

5.7 Geographical Scope

The successful Bidder shall provide dedicated experienced and qualified onsite support resources at the DC/NLS/DR/OBC locations for managing the above operations. The Successful Bidder should ensure that the resources deployed, at DC, DR and other in scope locations, shall meet the RFP requirements and SLAs. For providing the services, Successful Bidder shall be allowed to access Bank’s infrastructure only through the Bank’s network. Access from any office of the IT-MSP or remote connectivity set-up outside the Bank’s network shall not be permitted in any circumstances.

The location of different sites is as follows:

Site Name City State

Primary Data Center (PDC) Mumbai Maharashtra

Disaster Recovery Site (DR) New Delhi Delhi

Near Line Site (NLS) Mumbai Maharashtra

Corporate Office (CO) Gurgaon Haryana

CBS Cell New Delhi Delhi

Note: If bank shifts any of the sites mentioned above (PDC/DR/NLS/CO) to a new location, the successful bidder shall provide respective services from the new location. The LAN management & end user management of CO and CBS cell is out of scope for the bidder

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5.8 EMS, Helpdesk and Application Performance Management Tools

Bidder has to identify the best fit tools considering the Bank’s assets, landscape and implementation cost. All these tools are to be procured, deployed on bank’s premises and maintained by the MSP.

The Licenses of the tools should be available for all required users from the Bank and in scope infrastructure & applications, for their current and future use. The licenses should be in the name of the bank. The EMS, APM and Helpdesk tools should be provided on a capex model to the bank. The bidder should factor all license cost in Form 13- Commercial Bill of Material.

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6 Detailed Scope of Work

6.1 One Time Activities

6.1.1 Transition of IT Infrastructure and existing CBS, Internet Banking, RTGS, NEFT, SFMS & email Support

6.1.1.1 Service Overview

Transition involves one-time activities required to transfer responsibility for the services, including processes, assets, facilities, technology and other knowledge to the bidder. The bidder is required to complete the transition within 4 months from the date of release of PO by the bank.

The bidder should ensure the smooth transfer of the services so as to continue to meet OBC’s business requirements in a way that minimizes unplanned business interruptions. The bidder will be responsible for planning, preparing and submitting a Transition Plan to OBC. Bidder will fully cooperate and work with any and all OBC’s Third Party Contractors/Vendors/Consultant in a manner that will result in a seamless transfer of Services, and such transfer of Services shall be in accordance with the Transition Plan.

During the Transition Period, bidder will be responsible for implementation of the Governance Model. Bidder will identify the suitable personnel for the roles defined under the governance structure for implementation. Bidder will also be responsible for appointing its representative members to the newly established governance forums.

Bidder will have the sole responsibility for implementation of the new Bidder’s delivery organization structure. All preparation and planning for such implementation must be completed during the Transition Period.

The bidder will explain how and when it will implement the transition activities, describe how it will transition Services from OBC’s current environment. The Bidder will include a project plan (“Transition Project Plan”) indicating the tasks, timeframes, resources, and responsibilities associated with the transition activities. MSP has to develop a detailed transition plan covering at least the following key areas:

Transition Schedules, Tasks and Activities

- Transition activities

- Operations and Support

- Maintenance

Resource Requirements

- Software Resources

- Hardware Resources

- Facilities

- Personnel

- Other Resources

Relationships to Bank’s other Teams / Projects

Management Controls

Reporting Procedures

Risks and Contingencies- Key Risks, issues, dependencies and mitigation plans.

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Transition Team Information

Transition Impact Statement

Review Process

Configuration Control

Plan Approval

Describe tools, methodologies and capabilities of the teams deployed for transition. All Bidders are required to ensure that their framework for transition of proposed services from OBC IT team/current Service Provider at a minimum should include the following phases and allied activities:

Service Requirements

Description

Initiation Kick off the transition based on the agreed transition plan

Planning This phase takes care of all the planning activities required for successful transition of services

Execution Execute the transition of services while ensuring near zero risk and no disruption to business

Closure Create all the transition documents and submit to the client for review and sign off and start off with MIS & SLA reporting.

6.1.1.2 Bidder’s Roles & Responsibility

Please refer to Annexure A1- Bidder’s Roles & Responsibilities. The Bidder is required to

comply with the roles & responsibilities for Transition Management services detailed in

Annexure A1- Bidder’s Roles & Responsibilities

6.1.2 Handholding of IT infrastructure for new systems


The bidder is expected to receive the hand-holding of IT infrastructure from the respective implementation partner as and when new systems/applications are implemented. The hand-holding for the new applications/systems shall be taken by the operations team of IT-MSP. Any such handholding shall be completed within 30 days.

An indicative list of applications to be deployed in near future is as follows:

1. Loan Origination System

2. Document Management System

3. Integrated Risk Management Solution

4. Asset Liability Management Solution

5. Business Process Management Solution

6. Customer Relationship Management

7. Data Warehouse System and Business Intelligence Solution

8. Automated DR Solution

9. Fraud Risk Management Solution

10. Mobile Banking etc.

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The Bidder is further required to manage the new IT Infrastructure. Post hand-holding, the

bidder is also expected to provide Ongoing Operations Services i.e. domain Services and

cross functional for the added IT Infrastructure and Exit Management services for the new

infrastructure.



comply with the roles & responsibilities for Handholding services detailed in Annexure A1-

Bidder’s Roles & Responsibilities

6.2 Ongoing Operations

This section of the On-Going Operations is broadly classified under three (3) categories of services that the IT MSP is required to offer.

1. Application Management Services

2. Domain Services

3. Cross Functional Services

Any other tools required by the IT-MSP for offer the services as per the RFP should be proposed and factored in the bill of material. The Bank requires the bidder to deploy an Enterprise Management solution on capex model, to monitor, measure and manage functional and operational requirements stated under this RFP. The bidder is required to provide the Helpdesk tool on a capex model to the bank. IT-MSP is required to provide hardware, storage, OS and database sizing required for the EMS, Helpdesk and application performance management tools. Bank will separately procure the server hardware, storage, OS and database for the tools. Please refer to Annexure A2 for technical requirements. While responding, the bidders shall submit the tool details as per Annexure A6. Note:

1. Device type, count and location wise breakup for in-scope equipment is included in

Annexure A3.

2. Detailed Roles and Responsibilities for ongoing operations is mentioned in Annexure A1

3. Service window for the services in scope is detailed in Annexure A1.1

4. The bidder is expected to provide requisite tools to track and measure the SLAs as a

service. This cost should be built-in the commercial proposal.

5. The successful bidder is required to provide an EMS and helpdesk tools to the bank on a

capex model. Refer to Annexure A2 for Minimum Technical Specifications

6. Successful bidder shall provide the sizing for the server, storage, operating system and

database required for deploying the required tool. The bank will procure the server, OS,

Database required for EMS, Helpdesk and application performance management tool

separately. The implementation & installation of servers & OS will be done by the bank,

however the bidder is required to install the database.

7. The business hours are 6 AM to 10 PM on any calendar day the Bank‘s branch is

operational. The Bidder however recognizes the fact that the branches will require to

work beyond the business hours and holidays on need basis.

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The Successful Bidder will also perform following as part of scope of ongoing support:

1 Adhere to IT Service Management (ITSM) processes aligned to ITIL framework for all the IT Services defined and managed;

2 Support current disaster recovery plan prepared by OBC for its key applications/ infrastructure servers.

3 Perform Installation, Move, Add and Change (IMAC) operations

4 Periodically evaluate infrastructure and IT Services to monitor their performance and submit the report to OBC;

5 Provide tools for automatic capturing of service levels without manual intervention;

6 Provide tools to capture the critical/normal alerts from all the components (Servers/Network device/Storage/etc.) using SNMP/Email etc.;

7 Provide tools to capture the hardware alerts from firmware of Servers/Network device/Storage/etc.; and

8 Continuously monitor and evolve the services to ensure operational/ process excellence, automation and efficiencies.

6.2.1 Application Management Services

6.2.1.1 Service overview

The IT MSP is required to provide application management services as per the defined

scope and the corresponding SLAs.

The IT MSP is required to provide application management services for the following

applications:

1. Core banking Application- Finacle 7.0.25

2. Internet Banking Application - Finacle e- Banking Solution version 11.0.8

3. RTGS,NEFT,SFMS v5.5.5

4. Email- Microsoft Exchange 2010

The bank may upgrade the applications during the tenure of the contract to new versions,

the bidder is required to support the existing & future versions of the above applications.

Support & Management of Middleware are also a part of bidder's scope.

The Bidder should be able to synchronize Application Management with IT infrastructure

management. Deliverables for Application support should include:

1. Performance Monitoring & Management of application.

2. Installation & configuration of application

3. High availability installation & configuration

4. Application Patch management and version control.

5. Capacity Management.

6. Deployment of objects in Application server.

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7. Trouble shooting Application server product related issues

8. Troubleshooting Patch Management.

9. Start, stop, and manage Application services.

10. Configure and manage Application Web server.

11. Configure and manage HTTP.

12. Configure and use monitoring tools provided for Application Server.

13. Un-installation

14. SIP & performance management.

15. Vendor management ( Logging a call with product Vendor and follow-up like oracle meta

link )

16. File Level Backup for Application Server

17. Backup & restoration management of application server.

18. User management

19. Support to known errors and problems

20. Monitor web / Application server availability

21. Perform quarterly DC – DR drills

22. Monitor alert notifications, checking for impending problems, triggering appropriate

actions.

23. Provide ATS support for CBS & Internet Banking Applications.

Bidder is expected to provide relevant reports for the previous month in the 1st week of

every month and same needs to be jointly reviewed by Bidder and Bank in next 3 working

days. The reports should be benchmarked against the Service Levels defined in Service

Level Agreement, and penalty should be calculated based on the level of deviation from

Service levels defined. The Bidder is required to submit the list of reports to track

performance on service levels for all managed services under scope of this tender.

6.2.1.2 Environment overview:

The IT MSP is required to provide application management services for the following

applications

Function Application

Core Banking Finacle 7.0.25

Internet Banking Finacle e-banking version 11.0.8

Email Microsoft Exchange 2010

Other Applications NEFT, RTGS and SFMS applications

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comply to the roles & responsibilities for Application Management Services detailed in


6.2.2 Domain Services

OBC has identified number of domain services to support business operations. IT-MSP is expected to provide support for these domain services as per the defined scope and the corresponding SLAs. The following table presents an overview of the services to be provided by IT-MSP under domain services, on an ongoing basis for the duration of the contract. IT-MSP is expected to adhere to IT Service Management (ITSM) processes based on IT Infrastructure Library (ITILv3) framework (version 3) for all the services:

Domain Services Description

Database Management The management of the provisioning, maintenance and support of database hardware and software as well as monitoring, access management, backup and recovery and ad hoc support

Server Management Services

Monitoring and management of computing platforms on which utilities and applications are hosted

Network Management Services

Monitoring and management of network infrastructure and its related services up to server farm & L3 switch level at DC, DR & NLS.

Storage Management Services

Monitoring and management of the enterprise storage environments within OBC. This also includes storage area networks (SANs) and storage on distributed file servers.

Backup and Restore Management Services

Management of backup facilities within OBC, including the mechanics of tape backup, such as storage management, tape collection for off-site storage, handover of tapes to bank’s resources for offsite tape storage and retrieval of tapes from Bank’s resources in the event that restoration of historical data is required. The Successful Bidder shall be responsible for taking centralized backups from PDC and DR for all the servers hosted at PDC, DR, NS, CBS cell, HO.

6.2.2.1 Database management:

6.2.2.1.1 Service Overview

The scope of the database management services includes all data and database

management activities on the production, non-production and disaster recovery

environments that will be included as part of this service. The expected database

management services can be further defined by the following high level service

requirements:

Service Requirements Description

Build, Installation Definition/Installation/Creation of databases with suitable hardening procedures as per bank's policy

Database Performance Fine tune and resolve performance issues through performance

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Management tuning and optimizations.

Database Capacity Management

Estimate & recommend database requirements based on performance and Business projections

Monitoring and administration

Provides the required operational support to monitor OBC database environments

Backup and restore Refers to the successful backup and restoration of the database instances as defined by OBC policy

Access management Management of the granting, removal, monitoring and editing of access rights allocated to the database environments

Database ad hoc support

Processes to perform database upgrades, performance tuning and repairing a database

DC and DR testing Create, Implement and validate database recovery solutions. Support during DR testing and during actual DR situations

6.2.2.1.2 Environment overview:

The OBC database environment is categorised into three areas. Bidder is required to

provide database administration and support for the database technology platforms

mentioned in Annexure A3- Existing Inventory Details.

6.2.2.1.3 Bidder’s Roles & Responsibility


comply to the roles & responsibilities for Database Management Services detailed in


6.2.2.2 Server management

6.2.2.2.1 Service overview

The expected server management services to be provided across can be defined by the

following high level service requirements:

Service Description

Installation and configuration services

Refers to the appropriate installation and configuration of the server environment as per industry best practice as well as Bank’s policy requirements.

Monitoring operations

Provides processes and procedures to monitor the server environment to ensure that the appropriate monitoring, reporting and maintenance activities occur.

Operating system support

Provides for operating systems and related software configurations. The service also consists of ongoing processes to maintain supplier supported operating platforms for preventive software maintenance Services. This includes services such as: 1) Software configuration management

2) Software upgrades and patch management

3) Software release management

4) Software optimization, tuning and preventative maintenance

Hardware support Provides the services and methodologies that will be used by the Bidder to support the bank’s server requirements. This service consists of the following components: 1) Hardware installation and configuration

2) Hardware environment support

3) Hardware preventative maintenance

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Service Description

4) Hardware refresh

Operating system security administration

Operating system security administration provides the processes to manage access to client assets at an operating system level. This security service provides the management of user logon ids and their access rights to system level resources, as well as maintaining server level security parameters and security product options. This section describes the various actions to be taken as part of the Security Administration Service, as well as what is needed on behalf of the client in order to provide these service levels.

System vulnerability management

Vulnerability management consists of preventative and detective services to identify vulnerabilities as they emerge; to prevent those vulnerabilities from affecting the in-scope systems; to detect when an in-scope system has been affected; and to cure those affected systems. Vulnerability management consists of both Vulnerability Alert management and Vulnerability Scanning processes. Vulnerability Alert management is the preventative process that collects known vulnerabilities and prioritises vulnerabilities based on associated risk.

Operating system security event logging

Operating system security event logging is a detective control that enables the recording of security events on system hosts based on preset parameters. The administrative tool’s logging function is enabled and the security events are retained in a record for future review.

Performance and capacity management

Consist of the support processes to collect, monitor, and analyse system performance information, for processor usage, input/output (I/O) throughput activity, disk usage, and memory usage

scheduling and monitoring

Scheduling and monitoring Process consists of those specific tasks associated with administering the automated scheduling system to provide the tools and processes necessary to support a scheduling and monitoring processing environment.

Failover management Provides for the recovery of the critical workload on the server environments in the event of an outage of primary server and / or a disaster. The bidder is required to prepare documentation of a written recovery plan for the server environments

6.2.2.2.2 Environment Overview

The Bidder is expected to support the entire OBC’s server environment listed in Annexure

A3- Inventory Details.



comply with the roles & responsibilities for Server Management services detailed in


6.2.2.3 Network Management Services:


The network management services refers to all processes, procedures, policies and activities required to be performed by the bidder in order to ensure that the final network services are provided in accordance to the service levels required by the bank. In several instances the services are implied as part of the end service required (e.g. capacity

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management as part of maintaining the network’s availability) and therefore the scope of services is not necessarily limited to what is only stated in this RFP. What has been provided rather states the types of services expected as part of managing the network environment. It is expected that the bidder would adopt relevant corporate and industry best practices in managing the required network services. The following are therefore high level definitions of the type of services required by the bank:

Service Description

Planning and design Management of the network design and planning process to ensure that the bank’s network operates in a secure, effective and sustainable manner.

Installation In accordance with the network design, the installation of network equipment across the DC,DR, Near Site, if required

Configuration Process of organizing and maintaining network information to streamline the process of maintenance, repair, expansion and upgrading.

End to end network monitoring Continuous monitoring of a DC, DR and Near Site network equipment for slow or failing components and notification to the network administrator(s) in cases of failure / outages.

Performance and capacity management

Process of determining the network resources required to provide higher availability, including unscheduled down time, and performance.

Security management Provision of the required security management controls across DC, DR & NS LAN: 1) Security policies and procedures for LAN

network technology and equipment;

2) Logical network perimeter access controls;

3) LAN access control (port level access);

4) Access authentication (domain access);

5) Roll-out, patch, vulnerability, upgrade and

maintain the network infrastructure and

relevant software in line with Bank’s security

policy and industry best practices; and

6) Physical security where network equipment is

deployed

Administration

Various operational tasks to ensure that the network runs smoothly and efficiently.

Fault management Detection, isolation and resolution of network issues and incidents to ensure that the network is operating at an optimum level.

Availability management Design, implementation, measurement and management of IT services to ensure the business requirements for availability are continuously met.

Maintenance Maintain the status of the current network


The Bidder is expected to support the entire OBC’s Network Environment at DC, DR and

NLS as listed in Annexure A3- Inventory Details.

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The scope of Networks Management is up-to switches. Please refer to Annexure A1-

Bidder’s Roles & Responsibilities. The Bidder is required to comply with the roles &

responsibilities for Network Management services detailed in Annexure A1- Bidder’s Roles &

Responsibilities

6.2.2.4 Storage Management Services:


Storage and data consists of a system managed storage strategy that enables all data to be managed individually and automatically by the system. Within the system managed storage environment are both online and removable storage media, commonly referred to as disks and tapes. OBC requirements for data availability, accessibility, performance, and retention can be accommodated at the data set level and used by the system managed storage environment to select the correct media.

The expected storage and data management services can be further defined by the

following high level service requirements:


Mirroring Includes the management of the SAN environment to ensure the availability, integrity and redundancy of OBC’s storage environment across DC,DR and Near Site

Configuration Process of organizing and maintaining storage information to streamline the process of maintenance, repair, expansion and upgrading.

End to end storage monitoring Continuous monitoring of a DC, DR and Near Site Storage Equipment notification to the administrator(s) in cases of failure / outages.

Archiving Assist in implementing and maintain OBC’s archive strategy as part of ensuring effective usage of storage resources.

Media management Management of the associated media and peripheral equipment used for data storage (e.g. tape management)

6.2.2.4.2 Environment overview

The Bidder is expected to support the OBC’s Storage Environment at DC, DR and NLS as

listed in Annexure A3- Inventory Details.



comply with the roles & responsibilities for Storage Management services detailed in


6.2.2.5 Backup and Restore Management Services

6.2.2.5.1 Service Overview:

The Bidder shall define data backup and recovery requirements. These requirements should cover the following at a minimum:

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1. Identify the data backup technique which best suits the needs of OBC for each

application / server

2. Install, configure, test and manage any tools that may be required for data backup and

recovery, such as those for writing the same data to multiple storage devices at the

same time

3. Restore data to the database, as appropriate while ensuring that there is no loss of

information / data.

4. Development of procedures and templates. Periodically conducting restoration drills,

recording the results and reporting the results to OBC.

5. Execute backup and recovery procedures

6. The IT MSP is required to handover the tapes to bank’s personal/3rd party who will vault

the tapes at offsite locations and retrieve tapes from bank’s resources when required.

7. Restore required files and data sets

8. Performing mock system failure and then data restoration drills on periodic basis


The Bidder is expected to support the OBC’s Backup Environment at DC and DR as listed in

Annexure A3- Inventory Details



comply with the roles & responsibilities for Backup and restore services detailed in Annexure

A1- Bidder’s Roles & Responsibilities

6.2.3 Cross Functional Services

Over and above the defined scope of services within the Domain Services, it is expected that the Bidder provide the IT support service management activities required to effectively manage the services required in a consistent, efficient and reliable manner and is able to meet the desired service levels. The Cross Functional Services are mentioned below:

Service Description

Performance measurement and reporting

Ensuring that appropriate performance measurement tools and processes are in place that can produce the required reporting on all IT services within the scope of the Bidder. The Bidder(s) will also be required to adopt a collaborative approach in order to ensure that end-to-end reporting can be achieved through consolidating the relevant reports.

Incident management and IT Infrastructure Support Services

Incident management refers to an unplanned interruption to an IT Service or a reduction in the Quality of Service. The objective of incident management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user.

The Bidder is expected to assume accountability for the resolution of incidents as part of the 1st line of support to be provided. All 2nd level support will be the Bidder’s responsibility. The Bidder should also take into account that a 24x7x365 support service is required. Bidder will raise tickets with respective OEMs for level 3 support.

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Service Description

Asset and Configuration management

Provision and management of the IT assets and inventory across the lifecycle from acquisition to disposal. An accurate record database of the OBC asset environment should be maintained on a daily basis and be made readily available to OBC for analysis and reporting.

Change Management and Release Management

Change Management will protect the production environment and its services. All changes to Configuration Items must be carried out in a planned and authorized manner. This includes identifying the specific Configuration Items and IT Services affected by the Change, deploying the Change, testing the Change on UAT environment, and having a roll back plan should the Change result in an unexpected state of the Service.

Release Management will take a holistic view of a Change to an IT service and to verify that all aspects of a Release, both technical and non-technical, are considered.

Service Level Management

Service Level Management will maintain and gradually improve business-aligned IT service quality through a constant cycle of agreeing, monitoring, reporting, and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service

Security Management

Security Management will ensure compliance to security policies, contractual requirements, regulatory/statutory requirements, and as expressed in the Service Levels

Patch Management

Provide patches management services for in-scope infrastructure at DC/DR/NS/HO/CBS cell

Software License Management

Manage compliance with all Software licenses by monitoring and auditing all Software use, regardless of financial responsibility for the Software.

Vendor Performance Management

Monitor and analyse the performance of each vendor (appointed by OBC) associated with and responsible for a part of the overall Technology Solution deployed by OBC

IT service continuity and Disaster Recovery

Supporting disaster recovery activities in scenario of a disaster and to keep the OBC disaster recovery plan up to date

6.2.3.1 Performance measurement and reporting


The service provider will be required to provide reports on a regular basis relating to the performance and quality of the IT services provided and the performance of the service being delivered.

It will be expected that the bidder shall be proactive in identifying opportunities for improvements in the delivery of the service.

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General Performance Management Assess and publish metrics on the quality of services being provided.

Architecture Assessment of CBS IT Infrastructure

The Vendor shall provide the following Services mentioned below as a part of the architecture assessment and provide the analysis report to the Bank. 1. Quarterly Performance Analysis for

systems

2. Biannual Storage Assessment Service

3. Biannual Backup Assessment Service

4. Quarterly Performance Analysis for

Database

The analysis report needs to be reviewed by the independent third party at no additional cost to the bank. The independent third party should have experience of performing hardware assessment for atleast 2 scheduled commercial banks with over 1000 branches in India

Reporting Provide Performance management reports to the bank as per the periodicity mentioned in the RFP or on the mutually agreed periodicity for reports wherein periodicity is not mentioned in the RFP.

The Bidder should use industry standard tools required for carrying out the activities

mentioned in Architecture Assessment of CBS infrastructure. Independent reputed third

party shall review based of the report submitted by Bidder. The independent third party

should have experience of performing hardware assessment for at-least 2 scheduled

commercial banks with over 1000 branches in India.

6.2.3.1.2 Bidder roles and responsibilities

The Bidder is required to perform the performance analysis of the in-scope CBS servers,

storage and Backup and database. The Servers and database performance assessment

needs to be done on a quarterly basis. The storage and back up assessment needs to be

done bi-annually.

The Bidder should perform deployment architecture review, caching and compression of

data at relevant components, identification of failure points and its impact on performance,

backup and storage policies, CPU/ Memory and disk utilization parameters, configuration

analysis, analysis of IO intensive activities etc. The detailed scope of performance

measurement is mentioned in Annexure A1- Bidder’s Roles & Responsibilities.

The Bidder is required to comply with the roles & responsibilities for Performance

measurement and reporting services detailed in Annexure A1- Bidder’s Roles &

Responsibilities

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6.2.3.2 Incident Management and IT Infrastructure Support Services


The Bidder should not only take precautions necessary to minimise damage from incidents

and malfunctions, but also monitor and document these incidents in detail with a view to

learn from them. The bidder should design and implement formal systems and procedures

for detecting and reporting incidents relating to exceptional situations in day-to-day

administration of the IT infrastructure. It should ensure that incidents are reported in time to

enable authorities to take appropriate corrective actions to avoid the recurrence of such

events in future.

The bidder is required to provide an IT Infrastructure Support Services to OBC’s Application Monitoring Group for any issues in domain, application management or cross functional services.

6.2.3.2.2 Bidder’s Roles & responsibilities


comply with the roles & responsibilities for Incident Management and Application Monitoring

Group (IT Infrastructure) Support Services detailed in Annexure A1- Bidder’s Roles &

Responsibilities

6.2.3.3 Asset and Configuration management


Asset services to provide operating system software and hardware asset management and

processes to meet business requirements. It also further provides inventory and

configuration management capabilities, maintenance management, hardware and software

pricing, financial and budgeting support for critical capital investment assets, and contract

compliance capabilities. The asset and configuration management will include of IT assets of

the bank deployed at corporate office, CBS cell, Primary Data Center, Disaster Recovery

Site and Near Site. The end user devices will be out of scope.



comply with the roles & responsibilities for Asset and Configuration Management Services

detailed in Annexure A1- Bidder’s Roles & Responsibilities

6.2.3.4 Change Management and Release Management:


As part of the change management process the bidder is expected to perform the following

activities:


Initial user request

1. In case of changes required to application software, the user shall submit the requirements to the OBC IT Team. The bidder must populate the ‘Change Requirement’ form.

2. The requirements could relate to changes required in the operational infrastructure to support new/existing requirements or frequent error messages indicating that some parts of the programs are incorrect.

3. The requirements could relate to additional features required to be built in the system or changes forced by the regulatory body as well as suggestions from the stakeholder

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community.

Approval of request

1. Once OBC provides the go ahead, the bidder along with the Bidder team, shall conduct a feasibility analysis

2. Subject to the outcome of the feasibility study, the request shall be forwarded to the relevant team.

3. An enterprise-wide, standard naming convention for each application’s change requests must be adopted by the Bidder. This naming convention should clearly and unambiguously highlight the respective application’s name, module name and the version number.

4. The Bidder, should collate the relevant information to assist OBC in analysing the Change Request based on the following:

Criticality and need for program change

Exploring new ways of getting the same functionality within the existing set up

Building workarounds

Effect on other modules/ menu options/ business process – Impact Analysis

Any possible effect on existing control procedures The Bidder shall formally provide its recommendations to OBC.

Documenting the changes

1. The Bidder shall maintain the documentation related to the IT infrastructure and accordingly make the necessary modifications/updates as and when changes are made to programs.

2. The Bidder must ensure that the user operating manual as well as system documentation is updated on a timely basis. The responsibility of maintaining the above documents is with the Bidder.



comply with the roles & responsibilities for Change and Release Management Services


6.2.3.5 Service Level Management


The objective of the Service Level Management process is to manage and maintain the

quality of IT services delivered to OBC’s end users. The process should also seek to

improve the quality of service delivered to the end users by reviewing the level of

performance achieved by the IT Help Desk.

The Bidder is expected to design and implement a Service Level Management process to

enable both the end user and the Vendors to have a clear understanding of the expected

level of delivered services by documenting these goals in formal documents.

The SI is expected to perform the following activities in relation to Service Level

Management with other IT processes:

1. Incident Management service assists Service Level Management by:

Monitoring and reporting on threshold breaches in agreements and notifying support officers when escalation and breach events occur

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Providing information on historical data and trends

Providing the interface with customers on the level of services provided

Recording escalation actions and activities to maintain the service commitment under an SLA with the customer.

2. Problem Management service assists Service Level Management by:

Identifying the underlying cause of incidents and problems to minimize their recurrence

Providing statistics, trends and historical data and assisting with Service Level Management reporting.

3. Change Management service assists Service Level Management by:

Providing information on the effect of changes on the IT infrastructure and the impact on service level targets before and after these changes are implemented

Tracking improvement in services since service levels are defined

4. Configuration Management service assists Service Level Management by:

Identifying the services affected by faulty configuration implementations

Identifying components/functions that combine to deliver a business function/service so that underlying agreements can be set up.



comply with the roles & responsibilities for Service Level Management Services detailed in


6.2.3.6 Security Management:


The Bidder must ensure that the ongoing operations adheres to OBC’s security policy. The

Bidder is expected to monitor and report any deviation from OBC’s policies for the complete

operations solution.

OBC’s policies are in line with global standards like ISO 27001. Audits will be conducted by

OBC (or by auditors and / or Consultants empanelled by OBC for the purpose.) Any findings

unearthed during these audits will have to be fixed by the bidder. The bidder is required to

ensure anti-virus scans and updates for the in scope infrastructure.

The Bidder shall define a standard operating environment for OBC’s IT infrastructure based

on OBC’s security policies. It shall also ensure that the required updates are performed as

necessary.



comply with the roles & responsibilities for Security Management Services detailed in


6.2.3.7 Patch Management


The Bidder will be responsible for implementing patch management for in-scope infrastructure at DC/DR/NS/HO/CBS cell. Bank is currently using IBM BigFix Patch tool for patch management. The bank will extend the patch management tool to the ITMSP to provide patch management services for in-scope infrastructure at DC/DR/NS/HO/CBS cell The Bidder shall ensure that installed software is available at consistent release levels.

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The Bidder shall perform system planning and design for patch management. Once this process is defined, Bidder shall configure the patch management set-up and test the patch management process. The Bidder shall develop the strategy for activation, including: 1. Which hardware must be activated first

2. Start times (e.g., nights and weekends when there is less line activity and less impact

on performance)

3. Assignment of attended and unattended nodes

4. Identification of hardware which do not get updated and developing a plan to update

the same.

5. Distribution of patches, services packs, reports etc.

Bidder shall take corrective action, as appropriate, for problems resulting from patch management (additions or upgrades) to facilitate application stability. Bidder shall monitor the asset management and software license management systems implemented at OBC. Patch Management for end user computer/laptops, branch network equipment and branch peripherals is out of scope for the IT-MSP. PS: The bank has procured a patch management tool. The bidder is not required to propose a patch management tool.

6.2.3.7.2 Bidder’s Roles & Responsibility:


comply with the roles & responsibilities for Patch Management Services detailed in Annexure

A1- Bidder’s Roles & Responsibilities

6.2.3.8 Software License Management:


The Bidder shall perform an inventory of software licenses as of a particular date. The

Bidder will develop and maintain a software license inventory data base which tracks:

1. Whether the license has been procured by the SI or by OBC

2. Whether the license comprises entitlement for software upgrades, enhancements,

refreshes, replacements, and maintenance

3. The authorized end users who have access to the Server resources

4. Expiry of licenses and contracts.

The bidder is required to provide software license management for all the software in the

bank’s IT landscape at DC, DR, NS, CBS Cell, Corporate Office. The end user devices at

these locations are out of scope for the ITMSP.

6.2.3.8.2 Bidder’s Role & Responsibility:


comply with the roles & responsibilities for Software License Management Services detailed

in Annexure A1- Bidder’s Roles & Responsibilities

6.2.3.9 Vendor Performance Management


The Bidder is expected to monitor and analyse the performance of each vendor (appointed

by OBC) associated with and responsible for a part of the overall Technology Solution

deployed by OBC. The objective is to improve operational efficiency, increase internal and

external customer satisfaction and optimize resource utilization.

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In order to formalize and monitor the Vendor review process, the Bidder is required to create

a comprehensive dashboard that covers key activities as per the roles and responsibilities

and pertinent Service Levels for each Vendor. This will enable OBC to understand the

degree of contractual compliance.

The Bidder is expected to monitor and track the Vendor activities. The Bidder should provide

regular updates to OBC on the activities being carried out by the Vendors. The Bidder

should inform OBC of any discrepancies observed between what was agreed upon and what

is delivered by the Vendor.

6.2.3.9.2 Bidder’s Role & Responsibility:


comply with the roles & responsibilities for Vendor Performance Management Services


6.2.3.10 IT service continuity and Disaster Recovery


The bidder is required to provide IT service continuity and disaster recovery services for

OBC production environments and their associated infrastructure. The bidder must

demonstrate that it will consistently meet or exceed OBC business continuity and disaster

recovery requirements.

6.2.3.10.2 Bidder Roles & Responsibility


comply with the roles & responsibilities for IT Continuity and Disaster Management services


6.3 EMS, Helpdesk and Application Performance Management Tools

Bidder has to identify the best fit tools considering the Bank’s assets, landscape and implementation cost. All these tools are to be designed, procured, deployed and maintained by the bidder. The tools solution has to be deployed in the bank's premises and needs to be monitored from the bank's premises. The EMS, Helpdesk & APM Solution should be deployed at DC & DR. The solution deployed at the DR would be from the perspective of monitoring and management of the DR

The Licenses of the tools should be available for all required users from the Bank and in scope infrastructure & applications, for their current and future use. The licenses should be perpetual and in the name of the bank. The EMS, Application Performance Management and Helpdesk tools should be provided on a capex model to the bank. The bidder should factor all license cost in Form 13- Commercial Bill of Material.

Further the Helpdesk, Application Performance Management & EMS tools OEMs are required to conduct an implementation review and highlight any gaps in the implementation of the tools.

All tools proposed by the bidder should be latest relevant products provided by the specific OEM (at the time of signing of contract). Bidder is expected to perform and report regular patch updates and releases on the tool.

The bidder is required to train the bank’s team on the operations & administration of the EMS & helpdesk tool.

The bidder is required to ensure that all tools are upgraded to the newer version of the tool along with the corresponding customization at least 6 months prior to the completion of

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either “End of Life” or “End of Support” of the tools without causing any business downtime and/ or service disruption.

The tools implementation vendor is expected to implement the proposed Application performance management, EMS & Helpdesk solution at Bank’s DC and DR locations and provide the ATS/AMC support for tools. RTO requirement for the tools has to be as per the numbers given in the below table. Expected RTO of the Tools is as below:

Applications RTO

Help Desk Tool 4 hours

EMS Tools 4 hours

Application Performance Management Tools

4 hours

6.3.1 EMS & Helpdesk Tools

The Bidder is required to also design size, supply, implement and maintain an Enterprise Management System (EMS) including the helpdesk solution. The EMS should be able to support the proposed hardware, applications and software components at DC, DR and NLS over the tenure of the contract. The EMS should be capable of providing early warning signals to the Bank on the Solution performance issues, and future infrastructure capacity augmentation. The EMS should also support single pane of glass visibility across multiple areas of monitoring.

The Bidder is required to design, supply, install, train, customize, test, implement, rollout and maintain the EMS application at the DC and DR as per the requirements of this RFP. The Bidder is expected to provide and implement an Enterprise Management Solution (EMS) encompassing the following functions:

1. Helpdesk/Service Desk

2. Configuration Management

3. Fault Management

4. Incident, Problem and Change Management

5. Asset Management - for all servers and network assets of the bank

6. Remote Control

7. SLA management & monitoring

8. Performance management

9. Monitoring Backup and Management

10. Event Management

11. Server, storage and other infrastructure management

12. Monitor network components of the LAN

13. Other modules as required by the Bidder to meet the requirements of the RFP

Furthermore, the EMS should cover the following functionality of

Management Portal and Enterprise Reporter: EMS should have in-built management portal, which would provide personalized intuitive information for both technical and business-focused administrators.

It should provide dynamic personalization that would allow administrators to set up a management portal that suits their unique needs. It should consolidate disparate data

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sources, querying, reporting and present them in a unified view that suits individual preferences. It should also provide filters that enable specified user groups to receive personalized event notifications.

Management portal should allow for near real time update of management data from sources such as network management, service level management, helpdesk, web management, application response, performance etc. as applicable. It should allow its users (like service customers, enterprise users, IT management etc.) to select what data they would want to see and how. It should consolidate management and status information to show the overall status from a high-level business perspective.

It should be possible to generate Real time and historical reports based on information gathered by various management modules. It must provide out of box as well as support adhoc reports. These should be publishable through management portal. It should have inbuilt provision for distributed data collection, analysis and reporting. It should also be possible to import data, to read and utilize, collected by other systems, log files or other sources of information.

It should be possible to define service incidents, identifying periods in which data is invalid for specific data collections. This should provide the ability to ignore collected data which is not to be included in the report production. For example, if a set of data collections are influenced by a power outage, which is not operations responsibility. It should be possible to define a service incident for this.

The proposed EMS solution should comply with the eligibility criteria as per Section 3 of the RFP and also with the requirements as stipulated in Annexure A2 – Minimum Technical Specifications. The Bidder is required to quote all the applicable prices of the various modules of the Enterprise Management System as detailed in the Form 13 – Bill of materials

The tools that could be selected by the bidder have to be amongst the industry leading tools for the relevant area in terms of volume of units deployed.

The bidder should factor in the Bank’s Infrastructure environment and Bank’s expected

growth for tool selection from capacity and scalability stand point.

The Helpdesk Tool should have an online option to raise a self-ticket by the bank’s end users and it should also have an inbuilt/integrated knowledge management tool. The Bank currently has 15,000 CBS users which may grow to 18000 users during the tenure of the contract. The bidder is required to provide at least the below mentioned licenses for the online self-ticket console at the branches:

S.no Category of

Branch Count of Branches

No of Self-ticket console

licenses required at

each branch

Total

1 Metro 493 4 1972

2 Urban 596 2 1192

3 Semi Urban 634 1 634

4 Rural 621 1 621

5 Regional Office 34 5 170

Total 2378 4598

The option of logging a ticket through mail and phone would be used only in the exceptional scenarios when the online ticketing console is not accessible to the CBS users. The AMG team will have at-least 20 users who will require admin access of Helpdesk tool. The bidder needs to factor additional licenses required for bidder’s resources.

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The bidder is also required to provide the sizing of the server hardware, Storage, OS and Databases required to install the helpdesk and EMS tool. Bank will procure the required server hardware, Storage, OS and Databases for the tools. Further the installation of servers, OS and augmentation of storage will be done by the bank. However the bidder needs to install the database. Any other software & hardware required by the bidder for EMS, helpdesk and APM tools needs to be procured and implemented by the bidder. The bidder is required to comply with the Annexure – A2 Minimum Technical Specifications for the Helpdesk and EMS Tools. The Bidder is also required to comply with the roles & responsibilities for EMS & helpdesk tools detailed in Annexure A1- Bidder’s Roles & Responsibilities

6.3.2 Application Performance Management Tools for CBS and Internet Banking Applications

The Bidder is further required to provide application performance management and

assurance tools for the CBS and internet banking application. The scope of the application

performance management and assurance services should include, but not limited, to the

following:

1. Preventive monitoring of Application

2. In the event of a critical Alert application experts would step in to carry out initial

analysis and hand over the observations for the respective teams to action the same to

prevent the event from happening.

3. Availability of senior level experts on On-Call Basis for critical alerts/incidents

4. Provide suggestive restoration/preventive advises as applicable to ensure stability of

the environment

5. APM should minimize the application downtime and provide visibility on batch

operations.

6. The APM and assurance services should provide the capability to have a deep dive

analysis of infra (Web, App, DB, OS & Storage) component even post alert and reduce

the MTTR on issues faced.

7. The proposed solution should provide support for in any other http or non-http

applications (ISO 8583 messages/ATM transaction) and should have the ability to add

environment specific custom KPI’s.

8. Application Performance Monitoring and Management software should deliver L1

support from an independent third (3rd) party for 24x7 Application Monitoring for

Availability, Alert Management, Software Administration, Service Reporting and

Incident Reporting.

9. The L2 support should be provided by an independent third (3rd) party for analysis,

remediation, software administration, reporting and incident analysis, troubleshooting

and alert analysis. The cost of the L1 & L2 resources should be factored in by the

bidder in the Form 13- Bill of material.

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10. The Bidder is required to comply to Annexure A2- Minimum Technical Specifications

for APM tools

The bidder is also required to provide the sizing of the server hardware, Storage, OS, Databases and required to install the Application Performance Management Tool. Bank will procure the required server hardware, Storage, OS and Databases for the tools. Further the installation of servers, OS and augmentation of storage will be done by the bank. However the bidder needs to install the database. Any other software & hardware required by the bidder for APM tools needs to be procured and implemented by the bidder. The bidder is required to comply with the Annexure – A2 Minimum Technical Specifications for the Application Performance Management. The Bidder is also required to comply with the roles & responsibilities for APM tools detailed in Annexure A1- Bidder’s Roles & Responsibilities

6.4 Exit Management Services

In addition to the requirements mentioned in RFP, the purpose of this section is to provide

details of bidder’s assistance during termination or expiration of contract and exit plan

strategy for the Bank. MSP also has to develop a detailed Exit Plan with-in 6 months of

signing of contract. After that, the exit plan has to be regularly reviewed and updated on a

half yearly basis.

6.4.1 Handover & Transition of Services


Following shall be covered as part of the Handover & Transition of Services at the end of contract period or in the event of termination:

1. If any other agency or service provider is selected by OBC for providing in-scope services, the IT-MSP selected through this RFP shall provide support for necessary handholding, transition, sharing of information and relevant documents and other related support to the complete satisfaction of OBC. In case if OBC observes the lack of willingness to manage transit/ sharing of information or lack of support from IT-MSP (selected through this RFP), OBC shall have absolute discretion to requisite penalties and deduct the amount from its billing or from performance bank guarantee.

2. IT-MSP shall provide the necessary transition for the period of 6 months. However, this period of transition could vary depending on the need of OBC and the same shall be communicated to them.

3. During transition phase, the Successful Bidder shall not change or remove their key resources at any locations to enable the successful transition. In case such instances, OBC will have right to penalize the Successful Bidder appropriately.

4. During transition phase, IT-MSP will deploy a dedicated Transition Manager to enable the successful transition.

5. During the exit management process, it is the responsibility of IT-MSP to address and rectify the problems identified with the IT infrastructure of OBC including installation/reinstallation of the system software, Databases etc. The Successful Bidder shall ensure that the infrastructure are handed over to OBC in an operational condition to the satisfaction of OBC.

6. The ownership of the assets (including soft and hard components existing and procured through this RFP) except for those which are taken as a service, at any point of time during the term of the contract or expiry of the Contract, shall rest with OBC. In addition, any information/ data gathered or generated by the Successful Bidder during the term of

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the contract would be the property of OBC and the same should be handed over to OBC in native format at the end or termination of the contract.

In case OBC decides to withdraw any services/components from the IT-MSP’s scope of

work during the contract period, the Successful Bidder has to facilitate the transition of that

service/components in compliance with above clauses.

6.4.1.2 Bidders Roles & Responsibility:


comply with the roles & responsibilities for Exit Management services detailed in Annexure

A1- Bidder’s Roles & Responsibilities.

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7 Project Management

Project Management activities will be carried out by bidder with support from the Bank as required. The Project Management Office will address the overall allocation of work packages and direct co-ordination of activities and portfolio governance. The Bidder should follow an industry standard Project Management methodology which has been agreed with the Bank.

The Bidder is expected to provide EMS to monitor and measure the SLAs. Detailed requirement related to such tools is mentioned in Annexure A2. Bidders are expected to deploy the tool during transition phase (refer to section 6.1.1). Tools should be deployed before the primary takeover is completed. It is expected that bidder should submit the activity wise timelines for Transition phase adhering to overall timelines mentioned in the RFP.

The Successful Bidder shall develop and implement a governance mechanism to institutionalize and effective approach towards planning and organizing, acquiring and implementing, delivering and supporting and monitoring service performance of the services deployed in OBC to support its business requirements and objectives.

7.1 Principles of Governance

For managing the operations effectively and meeting the contractual requirements and SLAs, OBC proposes to set-up governance mechanism with following principles. The Bidder will assist OBC by adhering to the below principles:

1. Bringing focus and discipline in governance mechanism;

2. Setting clear policies and procedures;

3. Strengthening ethics and accountability;

4. Continuous vigilance and adaptation;

5. Strong financial oversight;

6. Independent audits to bring more objectivity.

7. Strong quality checks

7.1.1 Indicative structure of governance set-up

The Successful Bidder is required to develop the framework and capacity for making and implementing decisions required to manage and control IT Infrastructure and services monitoring and management within the business. IT Governance scope shall encompass the structures, processes, responsibilities, decisions for operation of IT Infrastructure and services monitoring and management. The Successful Bidder shall be provided with OBC’s existing Policies/procedures/SOPs etc. which can be used to develop governance and Quality framework for IT services management in OBC.

The Successful Bidder should propose an organization structure with regard to governance of the Contract. An indicative organization structure is outlined below:

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Please note that this is an indicative organization structure. The Successful Bidder has to provide the details as per deployment chart as per the format specified in the Annexure A7.

7.1.2 Governance Structure

Governance Layer Governance Participants Responsibilities Review frequency

OBC Service Provider

Steering Committee

Executive Sponsor

Executive Sponsor

1. Define strategic objectives

2. Ensure continual executive

3. Performance reporting 4. Issue resolution (Final

escalation level)

Quarterly/ Semi Annually

Program Management

Head-IT (Infrastructure)

Program Manager

1. Account Management 2. Monitor service

delivery 3. Single point of contact

for issue escalation 4. Issue resolution

(Intermediate escalation)

Monthly

Operations Service Owners/

Service Delivery

1. Issue resolution and escalation

Ad-hoc

Executive Sponsor/ Steering

Commitee

Delivery Head

Program Manager

Service Desk/ Help Desk

Service Desk/Helpdesk

Team

Infrastructure in Charge

Server in Charge Backup & Storage

in Charge Network in Charge

Database Management in

Charge

Quality in Charge Vendor in charge Service Manager

CFS in Charge

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Governance Layer Governance Participants Responsibilities Review frequency

OBC Service Provider

Management Operations Managers

Managers 2. Manage people issues 3. Plan, track and review

SLAs 4. Plan and track time

lines

Weekly

Monthly

Quarterly

Project Manager-Tools

Lead for Tools Implementation

Project Manager Tools

1. Single point of contact for issue escalation

2. Issue resolution (Intermediate escalation)

3. Plan, track and review SLAs

4. Plan and track time lines

Ad-hoc

Weekly

Monthly

Quarterly

Note: A Project Manager maybe designated for managing special one-time projects.

7.1.3 Joint roles and responsibilities

The following list of roles gives an indication of the type of responsibilities and tasks allocated to those involved in this project.

Steering Committee

At this level, a joint governance forum of key OBC and service provider leadership would be established to confirm that the program is achieving the overall business objectives.

The steering committee shall be responsible for policy decisions essential to delivery of project outputs and the attainment of project outcomes. It is responsible for ensuring appropriate management of the Project components outlined in the contract. It acts as the final point for escalation of issues.

Steering Committee meetings would be conducted quarterly or semi-annually, as agreed upon by the parties.

7.1.4 Roles and responsibilities of IT-MSP

Roles and responsibilities of stakeholders from IT-MSP is expected to be as follows:

Service Provider Executive Sponsor

The Service Provider Executive Sponsor shall work with the OBC Executive Sponsor to build and grow the relationship between the parties. They shall also be the final point of escalation for all issues.

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Service Provider Delivery Head

The Service Provider Delivery Head will support the Service Provider Program Manager to ensure that the necessary resources are available to meet the objectives of the scope of work. The Delivery Head should also review the service level metrics along with the Program Manager and analyze ways to improve the services delivered. The Delivery Head should assist in coordinating between the various teams of bidder to deliver services to OBC. The Delivery Head should bring in learning from other contracts to improve the quality of services delivered to OBC. The Delivery Head will be a part of the steering committee and will also deal with any operational issues escalated by the Program Manager or Head IT of OBC. He will also be responsible for providing technology assistance to OBC and suggesting improvements/efficiencies/update/cost cutting initiative to OBC which includes: - To provide input on latest technology developments specifically in banking industry - Developing and employing a quality assurance program, subject to OBC approval, designed to promote performance of the Services at a high level of quality, focusing on measuring and improving reliability, speed, cost effectiveness, and customer satisfaction. A template can be agreed for the same to be assessed during steering committee meetings - Allowing OBC to perform audits that will focus on Service Provider's adherence to its quality assurance procedures and standards

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Service Provider Program Manager

The Service Provider Program Manager has accountability and responsibility for the scope of work and shall be a member of the steering committee. Program Manager has the delegated authority of the steering committee to assist with operations management and project management issues that arise outside the formal business of the steering committee. The responsibilities include:

Reviewing Reviewing and approving of performance related reports Reviewing business and technical proposals as submitted by OBC’s business sponsors and/or bidder personnel Considering and approving, where possible, operational and technical changes Conducting regular weekly/monthly reviews with the OBC in-charge Validation of the business and technical proposals from bidder for completeness and with reference to OBC context and IT outsourcing arrangement Review of contract annually for updation

Monitoring Monitoring service delivery and transition activities based on reporting and coordination with the Service Delivery team Monitoring progress of special projects

Management Seeking to resolve any issues escalated by Operations Management team Managing risks Coordinating with various teams among bidder for timely service and project delivery Managing resource /skills sets to be made available for sustenance and projects Managing the induction of resource upon approval from OBC

Process Improvement Identifying opportunities for process improvements

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Service Provider Deliver Manager and Project Manager Tools

Service Provider Delivery Manager has accountability and responsibility for the delivery of contracted services for the respective areas. The responsibilities include:

Serving as the point of contact to OBC for their area

Managing Managing risks in the projects Managing service delivery Implementing and managing changes

Resource Planning Review resource requirement based on sustenance and forecast plans Coordinate with bidder team to make available resources Escalation to OBC for increasing IT infrastructure and license requirement

Reviewing Review of process adherence for their respective areas assigned Preparing and reviewing status reports (including action plan with deadlines) as applicable Review the proactive monitoring reports Review of processes for identifying improvement areas Review and approval of updation of operational documents/training material

Monitoring Monitoring resolution of incidents and problems – timing & quality Monitoring assignment of resources for delivery

Coordinating Coordinating with the third party vendors Liaise with End users on specific issues/problems prior to escalation to OBC IT Coordinating and communicating day-to-day Service delivery issues with OBC IT Coordinating with various teams among bidder for timely service delivery

Reporting Adjusted SLAs reporting (including analysis and action plans where applicable)

Analysis Analyzing process violation with action plan & deadlines Performing problem management

Process Improvement Identifying opportunities for process improvements

7.1.5 Roles and responsibilities of stakeholders from OBC

Roles and responsibilities of the stakeholders from OBC is as follows:

OBC Executive Sponsor

The OBC project sponsor shall work with the bidder executive sponsor to build and grow the strategic relationship. They shall also be the final point of escalation. The executive sponsor lends support at senior levels and ensures that the necessary resources are available to the meet the objectives of engagement. Drive the initiatives to achieve holistic benefits as an organization.

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Project Manager

Project Manager has accountability and responsibility for the successful delivery from IT outsourcing partner and is member of the steering committee as well.

The responsibilities include:

Acting as a Single point of contact for issue escalations (Intermediate level) and will discuss any escalations with the Service Provider’s Delivery Head

Reviewing and Approving

Reviewing and approving IT initiatives to address business problems and opportunities

Reviewing special projects and the status

Reviewing and approving changes to key IT processes & project management structure supporting the scope

Review of contract annually for current updation

In Charge (Infrastructure)

Serve as an escalation point for the service and domain level in charge to discuss any issues relating to the specific domain. Stop clock related approval will be provided/ delegated by him.

Initiates new projects for service improvements/augmentations or new IT services.

In-Charge (services/ domains)

Serving as the primary point of contact to service provider’s Service Managers in the respective areas

Monitoring Monitoring of service delivery Monitoring critical deliverables and service levels Monitoring skills sets of resources to meet OBC engagement guidelines

Reviewing Reviewing activities against plans Reviewing and escalating operational problems and issues Reviewing and scheduling change requests in accordance with the change management procedures Reviewing the recommendations and suggestions made by Service Provider representatives relating to the services and initiating appropriate actions Reviewing operations on a monthly/weekly basis during reviews with the Service Provider’s Heads Reviewing and approving the training material provided by service provider Review of process adherence for their respective areas assigned Review of quality of solutions for incidents (Fortnightly meeting)

Review of processes for identifying improvement areas. Reviewing and recommending proposed resources induction in the

respective areas Reviewing and approving of operational and training documents

Coordination Coordinating and communicating day-to-day Service delivery issues with bidder’s Heads

Process Improvement Advising the program management on new opportunities and initiatives

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7.1.6 Responsibility Matrix

The responsibilities matrix given below defines the responsibilities of Successful Bidder and OBC. The table is indicative and not exhaustive. The responsibilities matrix shall be finalized during award of the Contract.

Sr. No

Description Responsibility

IT-MSP OBC

1 Assess requirements/needs of new hardware/software/ services/AMC/support augmentations

Yes No

2 Purchases of new hardware/software/services for new applications that the Bank wishes to deploy

No Yes

3 Follow up with vendors for procurement of IT infrastructure related purchases (e.g. server hardware, OS licenses, Firewall licenses)

Yes No

4 Management and maintenance of servers, network and storage as detailed in scope

(the Bank will share the AMC information with the IT MSP)

Yes No

5 Ensuring compliance with all laws, regulations, standards, policies and procedures that apply to the in scope activities to be performed by the Bidder.

Yes Yes

6 Development of IT security policies for OBC No Yes

7 Development and implementation of Standard Operating Procedures (SOPs), knowledge bases and guidelines document in line with OBC policies and with OBC’s policies and with OBC’s approval

Yes No

8 Updation of Standard Operating Procedures (SOPs), knowledge bases, and guidelines documents within 15 days of any major changes in IT infrastructure

Yes No

9 System documentation for all the data center components and any changes should be updated along with version control as and when required.

Yes No

10 New IT projects/initiatives Yes (Handholding Support)

Yes (Enablement for handholding)

11 Management of existing outsourcing/AMC arrangements (for IT infrastructure related devices/software/services, CBS, RTGS, NEFT, SFMS & Internet Banking Applications etc.)

Yes No

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Sr. No

Description Responsibility

12 Provision of working area and allied infrastructure (workstations, desk phones) for Successful Bidder’s service delivery team onsite

No Yes

13 Deployment of adequate and automated hardware, tools and technologies (onsite) required for enterprise monitoring and management of OBC’s IT infrastructure as per defined scope.

Yes No

7.1.7 Performance management and reporting

The Successful Bidder shall be required to report on the services offered to OBC on a periodic basis or as and when required by OBC. The Successful Bidder shall provide reports/ data that would include but not be limited to:

1. Performance report with respect to all service levels;

2. Report of the ongoing and planned changes performed;

3. Any ad-hoc report that may be required by OBC;

4. Periodic reports to governance committees; and

5. Quality adherence reports

These reports would compare the quality of service provided with the defined/target SLAs. The list of reporting, should at a minimum, include the reports mentioned in Annexure A5.

During transition, reporting and review of performance metrics shall be carried at mutually agreed frequency (to be decided along with Service Provider).

The template and any other reporting requirement shall be agreed on mutually.

In addition, the Successful Bidder will provide assistance to OBC for audit/compliance related requirements, including but not limited to:

1. Providing sample data as required within the timeline; and

2. Coordinating with other sites for providing data samples.

The ownership of audit/compliance related requirements shall remain with OBC.

7.1.8 Quality Assurance

Scope related to Quality Assurance (QA) shall include:

1. Developing and employing a quality assurance program, subject to OBC approval, designed to promote performance of the scope of work with a high level of quality, focusing on measuring and improving reliability, speed, cost effectiveness, and customer satisfaction.

2. Writing and maintaining procedures and measurements on all quality assurance activities associated with the work. Ensuring that the quality metrics and procedures employed are consistent with similar standards in OBC’s peer group and/or in the provision of similar professional services.

3. Ensuring compliance with a published quality assurance program, with adequate internal controls and verification activities.

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4. Conducting periodic quality audits of the work rendered.

5. Documenting audit findings and remediating non conformances within a stipulated time period. Allowing OBC to perform audits that will focus on the Successful Bidder’s adherence to its quality assurance procedures and standards; on the metrics gathered to support quality assurance activities; and on the Successful Bidder’s efforts to improve overall quality. The Successful Bidder will cooperate fully and assist OBC with any such audits.

7.1.9 Escalation Matrix

The illustrative escalation matrix to be followed for issue escalations is mentioned below:

Steering Committee Steering Committee

IT Head Program Manager

IT In-charge Service Delivery Manager

IT Domain & Service In-charge Service In-charge

Business User Service Engineer

Bidder OBC

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8 Service Levels

OBC intends to select the Successful Bidder who shall have common vision to deliver high quality of services to the users.

Definition of terms used in this section is as follows:

1. “Downtime” shall mean the time period for which the specified services/components with specified technical and service standards are not available to OBC’s users and excludes the scheduled outages planned in advance and the bandwidth link failures within SLA limits agreed with network service providers.

2. “Incident” refers to any event / abnormalities in the functioning of the equipment/ specified services that may lead to deterioration, disruption in normal operations of OBC’s services.

3. “Resolution Time” shall mean the time taken in resolving (diagnosing, troubleshooting and fixing) an incident after it has been reported at the helpdesk. The resolution time shall vary based on the category of the incident reported at the service desk. The category shall be defined and agreed between OBC and Service Provider.

Following are the requirements related to managing the service levels to be maintained in providing such services.

8.1 Service Level Agreement (SLA) and Targets

This section includes the SLAs which OBC requires the Successful Bidder to manage as key performance indicators for the scope of work. The objective of the SLA is to clearly define the levels of services to be delivered by the Successful Bidder to OBC for the duration of the contract.

The following section reflects the measurements to be used to track and report performance

on a regular basis. The targets shown in the following sections are for the period of contract

or its revision whichever is earlier.

8.2 Service Level Targets (Post-Transition Phase)

After completing the transition, the SLA targets for IT-MSP are mentioned in Annexure A4 –

“Service Level Agreements (SLAs)”. This phase will continue for the duration of the contract

unless terminated earlier.

Transition phase would be considered as set of one time activities to be performed by the

Successful Bidder for moving towards on-going steady state.

The SLAs for post-transition phase are grouped into three broad performance areas:

1. Domain Services

2. Cross Functional Services

3. Management Reporting and governance

Domain Services: This area pertains to output as a result of the services being provided.

Examples:

Server Uptime

Network Uptime (for in-scope components)

Average CPU utilization

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Cross Functional Services: This area pertains to measurement of services rendered by the

IT-MSP. Examples:

Incident Management: Call response and resolution

Problem management: percentage of problems fixed

Change & Release Management: Downtime for servicing

EMS Tools: This area pertains to measurement of adherence to timeline for tools

implementation and availability & performance of EMS tools

Management, Reporting and Governance: This area pertains to measurement of quality of

services being rendered. Penalties under this category are not related to At-risk amount.

Examples:

Asset Count Deviation

Resource availability

Report generation

8.3 Service Level Measurement

OBC has defined in-scope services and corresponding SLAs in Annexure A4. OBC shall evaluate the performance of the Successful Bidder on these SLAs compliance as per the periodicity defined.

The Successful Bidder shall provide, as part of monthly evaluation process, reports (as mentioned in Annexure A5) to verify the Successful Bidder’s performance and compliance with the SLAs. These reports are indicative and the bank can request additional reports at no additional cost to meet its requirements. Automated data capturing and reporting mechanism will be used for SLA reporting. The Successful Bidder will allow access to the monitoring/reporting tool to authorized user groups from OBC.

If the level of performance of Successful Bidder for a particular metric fails to meet the minimum service level for that metric, it will be considered as a Service Level Default.

Note: All service level penalties will be reconciled at the end of every period.

8.4 At-Risk Amount

The quarterly At-Risk Amount (‘ARA’) shall be 20% of the estimated quarterly payout of the respective quarter. Overall cap for penalties over the tenure of the contract will be 10% (ten per cent.) of the contract value

The onetime penalty for project initiation and transition closure shall not be subject to the limit specified above on the At-Risk Amount (‘ARA’).

8.5 Service Level Penalties

The Service Level Penalties has been detailed against each SLA. Please refer Annexure A4.

8.6 Exceptions

OBC shall not hold the Successful Bidder responsible for a failure to meet any Service Level if it is directly attributable to:

1. Execution of the disaster recovery plan/business continuity plan for an OBC declared disaster situation; and

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2. Any established inability of other third party vendor or service provider of OBC, to fulfill the requirements as per the contract.

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9 Bid - Evaluation Process

9.1 Objective of the Evaluation Process

The objective of the evaluation process is to evaluate the bids to select an effective and best

fit IT-MSP and EMS Tools at a competitive price. The evaluation by OBC will be undertaken

by an internal committee formed by OBC. OBC may consider recommendations made by

external experts/consultants on the evaluation. The decision of the committee shall be final.

OBC will scrutinize the offers to determine whether they are complete, whether any errors

have been made in the offer, whether required technical documentation has been furnished,

whether the documents have been properly signed, and whether items are quoted as per the

required format.

OBC may call for any clarifications/additional particulars required, if any, on the technical/

commercial bids submitted. The bidder has to submit the clarifications/ additional particulars

in writing within the specified date and time. The bidder’s offer may be disqualified, if the

clarifications/ additional particulars sought are not submitted within the specified date and

time.

OBC reserves the right to call for presentation/s, service model, on the features of the

solution offered etc., from the bidders based on the technical bids submitted by them. Based

upon the final technical scoring, short listing would be made of the eligible bidders for final

commercial evaluation.

The selection will be based on lowest commercial offer among the technically qualified

bidders (L1 based evaluation).

9.2 Normalization of bids

The Bank will go through a process of technical evaluation and normalization of the bids to the extent possible and feasible to ensure that bidders are more or less on the same technical ground. After the normalization process, if the Bank feels that any of the bids need to be normalized and that such normalization has a bearing on the commercial bid; the Bank may at its discretion ask all the technically shortlisted bidders to resubmit the updated technical and commercial bids once again for scrutiny. The Bank can repeat this normalization process at every stage of technical submission till the Bank is reasonably satisfied. The bidders agree that they have no reservation or objection to the normalization process and all the technically short listed bidders will, by responding to this RFP, agree to

participate in the normalization process and extend their co‐operation to the Bank during this process. The bidders, by submitting the response to this RFP, agree to the process and conditions of the normalization process. Any non-compliance to the normalization process may result in disqualification of the concerned bidder.

Bank may call for any clarifications/ additional particulars required, if any, on the technical/ commercial bids submitted. The bidder has to submit the clarifications/ additional particulars in writing within the specified date and time. The bidder’s offer may be disqualified, if the clarifications/ additional particulars sought are not submitted within the specified date and time. Bank reserves the right to call for presentation(s), product walkthroughs, on the features of the solution offered etc., from the bidders based on the technical bids submitted by them. OBC also reserves the right to conduct reference site visits at the bidder’s client

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sites. Based upon the final technical scoring, short listing would be made of the eligible bidders for final commercial bidding.

9.3 Technical Evaluation Process

Initially only the Technical Bids including eligibility bid will be opened and evaluated. All

technical bids will be evaluated and a technical score would be arrived at.

In second stage, only those bidders, who have qualified in the technical evaluation, shall be

invited for commercial evaluation

9.3.1 Preliminary Examination of Offers

The Bank will scrutinize the offers to determine their completeness (including signatures

from the relevant personnel), errors, omissions in the technical & commercial offers of

respective bidders. The Bank plans to, at its sole discretion, waive any minor non- conformity

or any minor deficiency in an offer. The Bank reserves the right for such waivers and the

Bank’s decision in the matter will be final.

9.3.2 Eligibility Bid Evaluation

OBC shall scrutinize the Eligibility bid submitted by the bidder. A thorough examination of

supporting documents to meet each eligibility criteria (section 3) shall be conducted to

determine the Eligible bidders. Bidders not complying with the eligibility criteria are liable to

be rejected and shall not be considered for Technical Evaluation.

The bidders complying with the eligibility criteria (mentioned in section 3) in entirety shall be

considered for technical evaluation.

9.3.3 Technical Bid Evaluation

The Technical Proposals of only those bidders shall be evaluated who have satisfied the

eligibility criteria bid.

OBC may seek clarifications from the any or each bidder as a part of technical evaluation. All

clarifications received by within stipulated time shall be considered for evaluation. In case a

clarification is not received within the stipulated time, the respective technical parameter

would be treated as non-compliant and decision to qualify the bidder shall be accordingly

taken by the bidder.

The proposal submitted by the bidders shall, therefore, be evaluated on the following criteria:

Parameter Weightage Maximum Score

Minimum Score

Compliance to Bidder’s Roles & Responsibilities

35% 350 300

EMS Tools, Helpdesk tools and Application Performance Management Tools proposed

15% 150 105

Bidder’s capability and experience Annexure A10

20% 200 140

Proposed Deployment & Quality of man-power

25% 250 175

Technical Presentation on Capability 5% 50 35

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Parameter Weightage Maximum Score

Minimum Score

and Service Model.

Total 100% 1000 755

Bidder should ensure that any critical noncompliance against Annexure A1-Bidder’s Roles and Responsibilities may lead to disqualification

Bidders scoring at-least the minimum score in the each section as mentioned

in the table above and an overall score of 755 marks or more will be declared

technically qualified.

S. No.

Technical Evaluation

Evaluation Approach

1 Compliance to Bidder’s Roles & Responsibilities Annexure A1

The Bidder is required to submit the compliance to Annexure A1- Bidder’s Roles and Responsibilities. (Maximum Marks 350) Note:

Deviations and non-conformance to requirements in the RFP shall be penalized

Bidder should ensure that they score at-least 300 marks in Annexure A1-Bidder’s Roles and Responsibilities and any critical noncompliance may lead to disqualification

Unreasonable scope limitations which defeat the purpose of this RFP shall lead to reduction in scores or even possibility of disqualification of the bidder. This will be at the sole discretion of the Bank

2 EMS Tools, helpdesk Tools and application performance management tools

Compliance to Minimum Technical Specifications of EMS Tools Annexure- A2 (50 marks).

Compliance to Minimum Technical Specifications of Helpdesk Tools Annexure- A2 (25 marks).

Compliance to Minimum Technical Specifications of Application Performance Management Tools Annexure- A2 (25 marks)

Past deployments of proposed EMS tool (Helpdesk, Server Management, Network Management, Storage Management, Database Management ,Backup Management, encompassing at least any 3 of the mentioned modules) and technologies in other banks

Three or more Scheduled Commercial Bank in India having more than 1000 branches - (25 Marks)

Two Scheduled Commercial Bank in India having more than 1000 branches – (15 Marks)

One Scheduled Commercial Bank Banks in India having more than 1000 branches (10 Marks)

Past deployments of proposed Application Performance Management Tools in other banks

Three or more Scheduled Commercial Bank in India having more than 1000 branches - (25 Marks)

Two Scheduled Commercial Bank in India having more than 1000 branches – (15 Marks)

Bidder is required to provide past deployment details in Annexure A10 and also share the relevant supporting document i.e. Relevant

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S. No.


Evaluation Approach

credential letters or Purchase Order with the Bank’s confirmation on having executed the PO to satisfaction Further bank may at its discretion ask for site visit for EMS & APM tools implementation sites. Unsatisfactory feedback in site visits may lead to disqualification or award of less marks.

3 Bidder’s capability and experience

The bidder’s capability and experience shall be determined on the basis of the information provided by the bidder in the bid document. Bidder shall be awarded marks for the depth and coverage of experience in public sector or commercial sector banks preferably in India.

Experience in providing IT infrastructure management services for any CBS (similar to the scope of this RFP) and L1 & L2 Support for Finacle CBS & E-Banking. (Maximum 100 marks)

Three Scheduled Commercial Banks in India having more than 1000 branches (100 marks)

Two Scheduled Commercial Banks in India having more than 1000 branches (75 marks)

One Scheduled Commercial Bank in India having more than 1000 branches (50 marks)

Experience in manning a minimum FIVE seater helpdesk for IT infrastructure managed services (Maximum 50 marks)




Experience in Database Management and Performance Fine tuning for Finacle (Maximum 50 marks)




Bidder is required to provide details in Annexure A10 and also share the relevant supporting document i.e. Relevant credential letters or Purchase Order with the Bank’s confirmation on having executed the PO to satisfaction

4 Proposed Deployment & Quality of man-power

Experience of the Proposed Program Manager/Service Delivery Manager (100 marks)

Should have >10 years of experience and should have experience of managing IT Infrastructure managed services (servers, storage, database, networks, backup & restore )engagements in at least three Scheduled Commercial Bank Banks in India having more than 1000 branches (100 marks)

Should have >10 years of experience and should have experience of managing IT Infrastructure managed services

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S. No.


Evaluation Approach

(servers, storage, database, networks, backup & restore )engagements in at least two Scheduled Commercial Bank Banks in India having more than 1000 branches (75 marks)

Should have >10 years of experience and should have experience of managing IT Infrastructure managed services (servers, storage, database, networks, backup & restore )engagements in at least one Scheduled Commercial Bank Banks in India having more than 1000 branches (50 marks)

Experience of the Proposed transition manager (75 marks)

should have experience of transitioning IT Infrastructure managed services (servers, storage, database, networks, backup & restore )engagements in at least three Scheduled Commercial Bank Banks in India having more than 1000 branches (75 marks)

should have experience of transitioning IT Infrastructure managed services (servers, storage, database, networks, backup & restore )engagements in at least two Scheduled Commercial Bank Banks in India having more than 1000 branches (50 marks)

should have experience of transitioning IT Infrastructure managed services (servers, storage, database, networks, backup & restore )engagements in at least one Scheduled Commercial Bank Banks in India having more than 1000 branches (25 marks)

Compliance to Annexure A9- Proposed Resource Profile (75 Marks)

Bidder is required to submit compliance to Annexure A9-Proposed Resource Profile. The bidder should note that non-compliance to the Annexure A9 may lead to disqualification

5 Technical Presentation on Capability and Service Delivery

Understanding of OBC business and Operating environment (10 Marks)

Demonstration of organization capability for the proposed initiative.(15 Marks)

Service Model demonstration (15 Marks)

Demonstration of value proposition offered in the bid which shall enable the success of the project. (10 Marks)

9.4 Commercial Bid Evaluation

The commercial bid of only those bidders shall be opened who have been technically

qualified on the basis of the technical proposal.

The bidder with the lowest commercial bid based on commercial submitted will be declared as Successful L1 Bidder and shall be considered for award of the contract.

9.4.1 Commercial Bid Evaluation Considerations

Commercial bid valuation shall be considered as below in case of any kind of discrepancy:

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1. If there is a discrepancy between words and figures, the amount in words shall prevail

2. If there is a discrepancy between percentage and amount, the amount calculated as

per the stipulated percentage basis shall prevail

3. Where there is a discrepancy between the unit rate and the line item total resulting

from multiplying the unit rate by the quantity, the unit rate will govern unless, in the

opinion of bank, there is an obvious error such as a misplacement of a decimal point, in

which case the line item total will prevail

4. Where there is a discrepancy between the amount mentioned in the bid and the line

item total present in the schedule of prices, the amount obtained on totalling the line

items in the Bill of Materials will prevail

5. The amount stated in the correction form, adjusted in accordance with the above

procedure, shall be considered as binding, unless it causes the overall price to rise, in

which case the bid price shall prevail

6. If there is a discrepancy in the total, the correct total shall be arrived at by bank

7. In case the bidder does not accept the correction of the errors as stated above, the bid

shall be rejected.

8. At the sole discretion and determination of the bank, the bank may add any other

relevant criteria for evaluating the proposals received in response to this RFP.

9. Bank may, at its sole discretion, decide to seek more information from the respondents

in order to normalize the bids. However, respondents will be notified separately, if such

normalization exercise as part of the technical evaluation is resorted to.

10. All liability related to non-compliance of this minimum wages requirement and any

other law will be responsibility of the bidder.

11. The highest technical bidder shall not automatically qualify for becoming selected

bidder and for award of contract by the bank.

12. The bank shall not incur any liability to the affected bidder on account of such rejection.

13. The bidder whose technical and commercial bid is accepted will be referred to as

“Selected Bidder” and the bank will notify the same to the selected bidder.

14. The final decision on the successful bidder will be taken by the bank. The

implementation of the project will commence upon signing of a contract between the

Bank and the selected bidder based on the evaluation.

15. If for some reason, negotiations with the successful bidder fail to result in an

agreement within a specified timeline, the bank reserves the right to award the contract

to the next most eligible bidder based on the evaluation scores and commercial prices

quoted.

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10 Terms and Conditions

10.1 General Terms and Conditions

The following are the general terms and conditions proposed to be included in the Contract.

The Bank reserves the right to add, delete, modify or alter all or any of these terms and

conditions in any manner, as deemed necessary before signing the final agreement. The

bidder, selected for the project, will have to enter into a contract agreement directly with the

Bank.

The contract agreement will contain various terms and conditions relating to payment,

delivery, installation and operationalization, training, commissioning and acceptance, support

during periods of warranty and maintenance, penalty due to delay in performance etc. All the

diagrams, drawings, specifications and other related literature and information, provided by

the bidder for the solution and agreed to by Bank, will also form part of the agreement.

The Successful Bidder must initiate work on the project on the very day after signing of the

contract. The bidder at his own expense will register the contract agreement by paying the

appropriate stamp duty. The first page of the contract agreement shall be on a stamp paper

of appropriate value.

The original bill/invoice for the services rendered must be furnished along with the prices

thereof, per the terms and conditions contained in this document.

Payment shall be made on the actual procurement. The Successful Bidder and the team

shall abide by the ISMS framework (ISO 27001:2005) of the Bank which includes Incident

Management, Change Management, Capacity Management, Configuration Management

etc.

10.2 Application

These conditions shall apply to the selection of an IT-infrastructure Managed Service

Provider initiated by the Bank.

For the purpose of the Purchase Agreement as well as for the purpose of the Tender

Document, the purchaser is:

Department of Information Technology Oriental Bank of Commerce, Department of Information Technology, Plot No.5, Institutional Area, Sec.32, Gurgaon, Haryana-122001

10.3 Standards

The services and other materials including all deliverables and reports under the contract

shall conform to the standards mentioned in this RFP as well as the Technical Bid submitted

by the bidder and/or agreed between Bank and the bidder, and when no applicable standard

is mentioned, the services / products / deliverables shall be supplied under the authoritative

and appropriate international standards of such services / products / deliverables and such

standards shall be the latest issued by the concerned institution/s.

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10.4 Governing Language

All correspondences and other documents pertaining to the contract shall be in English

10.5 Applicable Law

The Contract shall be governed and interpreted in accordance with laws in India.

10.6 Notice

Any notice given by one party to the other pursuant to the contract shall be sent to the other

party (per the address mentioned in the contract) in writing either by hand delivery or by

registered post or by courier and shall be deemed to be complete only on obtaining

acknowledgment thereof; or by telegram or by telex or by facsimile or by other electronic

media and in which case, the notice will be complete only on confirmation of receipt by the

receiver.

A notice shall be effective when delivered or on the notice’s effective date, whichever is later.

10.7 Right to Alter Quantities

Bank reserves the right to alter the requirements specified in the RFP. The Bank also

reserves the right to delete one or more items from the list of items specified in the RFP. The

Bank will inform all bidders about changes, if any.

The bidder agrees that Bank has no limit on the additions or deletions on the items for the

period of the contract. Further the bidder agrees that the prices quoted by the bidder would

be adjusted on prorate basis with such additions or deletions in quantities.

10.8 Contract Agreements

Any change made in any clause of the contract which shall modify the purview of the

contract within the validity and currency of the contract shall be deemed as an amendment.

Such an amendment can and will be made and be deemed legal only when the parties to the

contract provide their written consent about the amendment, subsequent to which the

amendment is duly signed by the parties and shall be construed as part of the contract. The

details of the procedure for amendment shall be as specified in the contract.

10.9 Use of Contract Documents and Execution

The bidder shall not, without Bank’s prior written consent, disclose the Contract or any

provision thereof, or any specification or information furnished by or on behalf of Bank in

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

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

confidence against Non-disclosure agreements completed prior to disclosure and disclosure

shall extend only so far as may be necessary for the purposes of such performance.

Any document, other than the Contract itself, shall remain the property of Bank and all

copies thereof shall be returned to Bank on termination of the Contract.

The bidder shall not, without Bank’s prior written consent, make use of any document or

information above except for the purposes of performing the Contract.

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10.10 Indemnity

The bidder shall, at its own cost and expenses, defend and indemnify the Bank against all

third-party claims including those of the infringement of Intellectual Property Rights, including

patent, trademark, copyright, trade secret or industrial design rights, arising from the

performance of the contract.

The bidder shall expeditiously meet any such claims and shall have full rights to defend itself

therefrom. If the Bank is required to pay compensation to a third party resulting from such

infringement, the Bidder will bear all expenses including legal fees.

Bank will give notice to the bidder of any such claim and shall provide reasonable assistance

to the bidder in disposing of the claim.

The bidder shall also be liable to indemnify the Bank, at its own cost and expenses, against

all losses / damages, which Bank may suffer on account of violation by the bidder of any or

all national / international trade laws, norms, standards, procedures etc. This liability shall

not ensue if such losses / damages are caused due to gross negligence or wilful misconduct

by the Bank or its employees.

10.11 Cancellation of Contract and Compensation

The Bank reserves the right to cancel the contract of the selected bidder and recover

expenditure incurred by the Bank on the following circumstances:

1. The selected bidder commits a breach of any of the terms and conditions of the contract.

2. The bidder goes into liquidation voluntarily or otherwise.

3. An attachment is levied or continues to be levied for 7 days upon effects of the bid.

4. The progress regarding execution of the contract by the bidder is unsatisfactory.

5. Deduction on account of liquidated damages exceeds 10% of the total contract price.

After the award of the contract, if the selected bidder does not perform satisfactorily or

delays execution of the contract, the bank may give a 30 days cure period. Thereafter, if the

selected bidder does not perform satisfactorily or delays execution of the contract, the Bank

reserves the right to get the balance contract executed by another party of its choice. In this

event, the selected bidder is bound to make good the additional expenditure, which the Bank

may have to incur to carry out the bidding process for the execution of the balance of the

contract. This clause is applicable if for any reason the contract is cancelled.

The Bank reserves the right to recover any dues payable by the selected bidder from any

amount outstanding to the credit of the selected bidder, including the pending bills and/or

invoking Bank Guarantee, if any, under this contract or any other contract/order.

10.12 Earnest Money Deposit

Prospective bidders are required to submit Bank Guarantee drawn in favor of “Oriental Bank

of Commerce” payable at Gurgaon, towards earnest money deposit (EMD) of `50,00,000

(Rupees Fifty lakhs only). The Bank may accept bank guarantee in lieu of EMD for an

equivalent amount valid for 210 days from the last date of bid submission and issued by any

scheduled commercial bank acceptable to the Bank. The Bank will not pay any interest on

the EMD.

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In case of a Bank Guarantee from a bank other than an Indian Public Sector Bank, prior

permission of the Bank is essential. The format of Bank Guarantee is enclosed in Form 1 –

Performa for Bank Guarantee for Earnest Money Deposit.

The EMD made by the bidder will be forfeited if:

1. The bidder withdraws his tender before processing of the same.

2. The bidder withdraws his tender after processing but before acceptance of the PO

issued by Bank.

3. The selected bidder withdraws his tender before furnishing an unconditional and

irrevocable Performance Bank Guarantee.

4. The bidder violates any of the provisions of the terms and conditions of this tender

specification.

The EMD will be refunded to:

1. The Successful Bidder, only after furnishing an unconditional and irrevocable

Performance Bank Guarantee (PBG) for 10% of the total project cost for 5 years and

valid for 66 months including claim period of 6 (six) months, validity starting from its date

of issuance. The PBG shall be submitted within 15 days of the PO issued from the Bank.

2. The Unsuccessful Bidder, only after acceptance of the PO by the selected bidder.

10.13 Performance Bank Guarantee

1. As mentioned above, the Successful Bidder will furnish an unconditional and irrevocable

Performance Bank Guarantee (PBG) for 10% of the total project cost for 5 years and

valid for 66 months including claim period of 6 (six) months, validity starting from its date

of issuance. The PBG shall be submitted within 15 days of the PO from the Bank.

2. The PBG shall be denominated in Indian Rupees. All charges whatsoever such as

premium; commission etc. with respect to the PBG shall be borne by the Successful

Bidder.

3. The PBG so applicable must be duly accompanied by a forwarding letter issued by the

issuing bank on the printed letterhead of the issuing bank. Such forwarding letter shall

state that the PBG has been signed by the lawfully constituted authority legally

competent to sign and execute such legal instruments. The executor (BG issuing Bank

Authorities) is required to mention the Power of Attorney number and date of execution

in his / her favor with authorization to sign the documents.

4. Each page of the PBG must bear the signature and seal of the BG issuing Bank and

PBG number.

5. In the event of the Successful Bidder being unable to service the contract for whatever

reason, Bank may provide a cure period of 30 days and thereafter invoke the PBG, if the

bidder is unable to service the contract for whatever reason

6. In the event of delays by Successful Bidder in implementation of project beyond the

schedules given in the RFP, the Bank may provide a cure period of 30 days and

thereafter invoke the PBG, if required.

7. Notwithstanding and without prejudice to any rights whatsoever of the Bank under the

contract in the matter, the proceeds of the PBG shall be payable to Bank as

compensation by the Successful Bidder for its failure to complete its obligations under

the contract. Bank shall notify the Successful Bidder in writing of the exercise of its right

to receive such compensation within 14 days, indicating the contractual obligation(s) for

which the Successful Bidder is in default.

8. The Bank shall also be entitled to make recoveries from the Successful Bidder's bills,

Performance Bank Guarantee, or any other amount due to him, the equivalent value of

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any payment made to him by the bank due to inadvertence, error, collusion,

misconstruction or misstatement.

9. The PBG may be discharged / returned by Bank upon being satisfied that there has been

due performance of the obligations of the Successful Bidder under the contract.

However, no interest shall be payable on the PBG.

10.14 Resolution of Disputes

The bids and any contract resulting therefrom shall be governed by and construed according

to Indian laws. All dispute or differences whatsoever arising between the selected bidder and

Bank out of or in relation to the construction, meaning and operation or effect of the

Contract, with the selected bidder, or breach thereof shall be settled amicably. If, however,

the parties are not able to resolve any dispute or difference aforementioned amicably, after

issuance of 30 days’ notice in writing to the other, clearly mentioning the nature of the

dispute / differences, to a single arbitrator, acceptable to both the parties, for initiation of

arbitration proceedings and settlement of the dispute/s and difference/s strictly under the

terms and conditions of the purchase contract, executed between Bank and the bidder. In

case the decision about the sole arbitrator is not acceptable to either party, the disputes /

differences shall be referred to joint arbitrators with one arbitrator to be nominated by each

party and the arbitrators shall also appoint a presiding arbitrator before the commencement

of the arbitration proceedings. The arbitration shall be governed by the provisions of the

Rules of Arbitration of the Indian Council of Arbitration under the exclusive jurisdiction of the

courts at Delhi, India.

The award shall be final and binding on both the parties and shall apply to the purchase

contract.

Work under the Contract shall be continued by the selected bidder during the arbitration

proceedings unless otherwise directed in writing by Bank unless the matter is such that the

work cannot possibly be continued until the decision of the arbitrator, as the case may be, is

obtained and save as those which are otherwise explicitly provided in the Contract, no

payment due or payable by Bank, to the bidder shall be withheld on account of the ongoing

arbitration proceedings, if any, unless it is the subject matter or one of the subject matters

thereof.

The venue of the arbitration shall be at Delhi, India under the exclusive jurisdiction of courts

in Delhi.

10.15 Delay’s in Bidder’s Performance

The bidder must strictly adhere to the implementation schedule, as specified in the purchase

contract, executed between the Parties for performance of the obligations, arising out of the

purchase contract and any delay in completion of the obligations by the bidder will enable

Bank to resort to any or all of the following:

1. Claiming Liquidated Damages

2. Termination of the purchase agreement fully or partly and claim liquidated damages.

3. Forfeiting of Earnest Money Deposit / Invoking EMD Bank Guarantee

10.16 Liquidated Damages

The Bank will consider the inability of the bidder to deliver services or install the equipment

within the specified time limit as a breach of contract and would entail the payment of

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Liquidated Damages on the part of the bidder. The liquidated damages represent an

estimate of the loss or damage that the Bank may have suffered due to delay in performance

of the obligations (relating to delivery, installation, operationalization, implementation,

training, acceptance, warranty, maintenance etc. of the proposed solution/services) by the

bidder.

Installation will be treated as incomplete in one / all of the following situations:

1. Non-delivery of any component or other services mentioned in the order

2. Non-delivery of supporting documentation

3. Delivery / availability, but no installation of the components and/or software

4. No integration

5. Non Completion of Transition within suggested timeline

6. System operational, but unsatisfactory to the Bank

Bank may at its option demand and recover from the Successful Bidder(s) an amount

equivalent to 1(one) percent of the undelivered portion of contract value for every week of

delay or part thereof, subject to a 10% of the overall contract value. Once the maximum is

reached, the Bank may consider termination of the contract. Similarly for delay in services,

Bank may at its option demand and recover from the Successful Bidder(s) an amount

equivalent to 1 (one) percent of the incomplete portion of services for every week of delay or

part thereof.

Further, the Bank also reserves the right to cancel the order and invoke the Bank

Guarantee/Performance Guarantees in case of inordinate delays in the delivery/ installation

of the equipment. Bank may provide a cure period of 30 days and thereafter foreclose the

bank guarantee without any notice. In the event of Bank agreeing to extend the date of

delivery at the request of Successful Bidder(s), it is a condition precedent that the validity of

Bank guarantee shall be extended by further period as required by Bank before the expiry of

the original bank guarantee. Failure to do so will be treated as breach of contract. In such an

event Bank, however, reserves its right to foreclose the bank guarantee.

10.17 Force Majeure

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

termination for default, if any to the extent that its delay in performance or other failure to

perform its obligations under the contract is the result of an event of Force Majeure.

For purposes of this Clause, “Force Majeure” means an event explicitly beyond the control of

the bidder and not involving the bidder’s fault or negligence and not foreseeable. Such

events may include Acts of God or of public enemy, acts of Government of India in their

sovereign capacity and war.

If a Force Majeure situation arises, the bidder shall promptly notify the Bank in writing of

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

directed by the Bank in writing, the bidder shall continue to perform his obligations under the

Contract as far as is reasonably practical, and shall seek all reasonable alternative means

for performance not prevented by the Force Majeure event. The Bidder shall promptly notify

the bank in writing on cessation of Force Majeure.

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

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

the Bank and the bidder shall hold discussions in an endeavor to find a solution to the

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

the bidder.

10.18 Audits

Bank can conduct any third party inspection / audit for any phase. The bidder must make all

necessary changes as mentioned by the results of these audits. Bank will incur the cost of

appointment of a third party for audit. The bidder must ensure that the findings of the audit

are successfully closed by the bidder within a mutually agreed timeline.

The Successful Bidder(s) shall allow the Bank, it’s authorized Personnel, its auditors

(internal and external) and/or other statutory authorities, and unrestricted right to inspect and

audit the operations and records directly related to the services. The Cost & Accounting

Records will be out of scope for the purpose of audit conducted by the bank. If the

Successful Bidder(s) is outsourcing any portion of the above activity, it will be the

responsibility of the Successful Bidder(s) to ensure that the authorities/officials as mentioned

above are allowed access to the places, systems, processes, records (expect Cost &

Accounting Records) etc. of the activity, for inspection and verification.

The Successful Bidder(s) shall keep complete and accurate records of all the operations in

connection with the activities, per prevalent best practices in the industry. All books, records

(except Cost & Accounting Records) and information relevant to the services shall be

preserved in isolation and be presented to the Bank or its designees for inspection as and

when demanded.

The Successful Bidder(s) should recognize the right of Reserve Bank of India (RBI) to cause

an inspection to be made of the Successful Bidder(s) / service provider and its books and

accounts by one or more of its officers or employees or other designated person.

10.19 Prices

The prices shall be quoted in Indian Rupees (INR) only upto 2 decimal places and shall not have any effect from variations / fluctuations of any other currency. The price charged by the bidder for the services performed to fulfill the scope of this RFP shall not vary from the contracted prices and shall remain valid for the contract period. No adjustment of the contract price shall be made on account of variation of costs of labor and materials or any other cost component affecting the total cost in fulfilling the obligations under the contract. The Contract price shall be the only payment, payable by the Purchaser to the bidder for completion of the contractual obligations by the bidder under the Contract, subject to the terms of payment specified in the Contract. The prices, once offered, must remain firm and must not be subject to escalation for any reason within the period of validity. The price would be inclusive of all applicable taxes under the Indian law like customs duty, excise duty, import taxes, freight, forwarding, insurance, delivery, etc. exclusive of only applicable Service Tax, VAT and Octroi / Entry Tax / equivalent local authority cess, which shall be paid / reimbursed on actual basis on production of bills. Any increase in these taxes will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank The entire benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be passed on to Bank.

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10.20 Excise Duty

The Excise/ Customs duty will, however, have to be mentioned separately in the invoice and

the Bank may set off the applicable excise / customs duty against duty-free credit scripts for

which bank is eligible under Chapter 3 of foreign trade policy.

10.21 Professional Fees / Charges

If any of the items / activities as mentioned in the price bid and as mentioned in Form 13 are

not taken up by the Bank during the course of this assignment, the Bank will not pay the

professional fees / charges quoted by the bidder in the Price Bid against such activity / item.

The Bank shall pay the professional fees, only on actual basis, for which services have been

availed in the contract period.

10.22 Expenses and Taxes

The prices shall be quoted in Indian Rupees (INR) only upto 2 decimal places and shall not have any effect from variations / fluctuations of any other currency. The price charged by the bidder for the services performed to fulfill the scope of this RFP shall not vary from the contracted prices and shall remain valid for the contract period. No adjustment of the contract price shall be made on account of variation of costs of labor and materials or any other cost component affecting the total cost in fulfilling the obligations under the contract. The Contract price shall be the only payment, payable by the Purchaser to the bidder for completion of the contractual obligations by the bidder under the Contract, subject to the terms of payment specified in the Contract. The prices, once offered, must remain firm and must not be subject to escalation for any reason within the period of validity. The price would be inclusive of all applicable taxes under the Indian law like customs duty, excise duty, import taxes, freight, forwarding, insurance, delivery, etc. but exclusive of only applicable Service Tax, VAT and Octroi / Entry Tax / equivalent local authority cess, which shall be paid / reimbursed on actual basis on production of bills. Any increase in these taxes will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank. The entire benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be passed on to Bank. The price quoted by the bidder should not change due to exchange rate fluctuations,

inflation, market conditions, increase in custom duty or excise tax. The bank will not pay any

out of pocket expense.

10.23 Non-negotiability on RFP

Bank is not responsible for any assumptions or judgments made by the bidders for arriving

at any type of sizing or costing. Bank at all times will benchmark the performance of the

bidder to the RFP documents circulated to the bidders and the expected service levels as

mentioned in these documents. In the event of any deviations from the requirements of

these documents, the Bidder must make the same available at no extra costs to Bank, in

order to achieve the desired service levels as well as meet the requirements of these

documents.

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All terms and conditions, payments schedules, time frame for implementation, and expected

service levels per this tender will remain unchanged unless explicitly communicated by the

Bank in writing to the bidder. The bidder shall at no point be entitled to excuse themselves

from any claims by Bank whatsoever for their deviations in conforming to the terms and

conditions, payments schedules, expected service levels, time frame for implementation etc.

as mentioned in this RFP.

The bidders shall adhere to the terms of this RFP and shall not deviate from the same.

10.24 Assignment

Neither the contract nor any rights granted under the contract may be sold, leased,

assigned, or otherwise transferred, in whole or in part, by the bidder, and any such

attempted sale, lease, assignment or otherwise transfer shall be void and of no effect without

the advance written consent of the Bank.

10.25 Subcontracting

The bidder shall not subcontract or permit anyone other than its personnel to perform any of

the work, service or other performance required of the bidder under the contract without the

prior written consent of the Bank. All the resources deployed by the bidder should be on the

bidder’s payroll.

10.26 Limitation of Liability

The aggregate liability of bidder in connection with this Agreement, the services provided by

bidder for the specific scope of work document, regardless of the form or nature of the action

giving rise to such liability (whether in contract, tort or otherwise) and including any and all

liability shall be limited to the overall contract value for 5 years (extendable for 2 years basis

annual renewal solely on bank’s discretion).

10.27 Contract Period

The contract period for providing IT Infrastructure Managed Services from the date of issuance of the PO, and will be valid for 5 years (extendable for 2 years on basis annual renewal on mutually agreed terms & conditions and cost). The Successful Bidder needs to execute a comprehensive, definitive Service Level Agreement (SLA) with the Bank covering all terms and conditions of this RFP. SLA will cover performance and availability of the solution deployed. The performance of the Successful Bidder shall be reviewed every quarter and the Bank reserves the right to terminate the contract at its sole discretion by giving three months’ notice without assigning any reasons.

Any offer falling short of the contract validity period is liable for rejection. Further Bank reserves the right to renew the contract after the expiry of the initial term extendable for 2 years on basis annual renewal on mutually agreed terms & conditions and cost

The Bank will enter into an agreement with Successful Bidder for the duration of the project.

The Bank reserves the right to terminate the contract, if the assignment is not proceeding in

accordance with the terms of contract by issuing a notice of three months.

1. Contract Continuity- The contract shall terminate only on explicit correspondence to that

effect. Until that time, Successful Bidder shall continue to provide the service at the

contracted price per the agreement. As and when the Bank decides to outsource the IT

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Infrastructure Managed Services to other vendor or change the current business model /

vendor, Successful Bidder has to coordinate for transition to the Bank’s new model

without causing disruption of the current Services at no extra cost to the Bank. The

transition out phase and the support required from Successful Bidder shall be

communicated to Successful Bidder six months before the transition starts. Bank shall

reserve right to revise the transition period. During transition period Successful Bidder

shall at least, but not limited to, provide support in terms of transition of assets and data,

training and knowledge transfer and any other type of support during the defined

transition period.

2. In event of bidder insolvency, contract termination, and any other Force Majeure

conditions, Successful Bidder shall continue to provide the service without causing

disruption of the services to customers of the Bank at no extra cost to the Bank.

3. Successful bidder agrees to ensure that all the items / products used for delivering

services to the Bank including all components are new and are using state of the art

technology. Successful bidder shall provide such proof of the new equipment (e.g. Copy

of invoice etc.) to the Bank. In case of software supplied with the system, Successful

Bidder shall ensure that the same is licensed and legally obtained with valid

documentation made available to the Bank. Successful bidder shall indemnify, protect

and save the Bank against all claims, losses, costs, damages, expenses, action, suits

and other proceedings, resulting from infringement of any patent, trademarks, copyrights

etc. or such other statutory infringements under the Copyrights Act, 1957 or IT Act 2008

or any Act in force at that time in respect of all the hardware, software and network

equipment or other systems supplied by bidder to the Bank from any source.

4. At all times during Transition / maintenance / business-as-usual running, selected bidder

needs to adhere to Banks’ required compliances vis-à-vis security, confidentiality,

integrity and availability and also any RBI guidelines on the same.

5. Vendor shall at least, but not limited to, provide support in terms of transition of assets

and data, training and knowledge transfer and any other support during the defined

transition period. There shall be no escalation of cost during the transition period.

10.28 Delays in Design, Implementation and Performance Guarantee

The bidder must strictly adhere to the project timeline schedule, for each assignment for

performance of the obligations arising out of the contract and any delay will enable the Bank

to resort to any or all of the following at sole discretion of the Bank.

1. Claiming Liquidated Damages

2. Termination of the agreement fully or partly

In addition to the termination of the agreement, the Bank reserves the right to appropriate

the damages by invoking the performance guarantee.

10.29 Publicity

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

with the explicit written permission of the Bank.

10.30 Privacy and Security Safeguards

The Successful Bidder shall not publish or disclose in any manner, without the Bank's prior

written consent, the details of any security safeguards designed, developed, or implemented

by the Successful Bidder under this contract or existing at any Bank location. The Successful

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Bidder shall develop procedures and implementation plans to ensure that IT resources

leaving the control of the assigned user (such as being reassigned, removed for repair,

replaced, or upgraded) are cleared of all Bank data and sensitive application software. The

Successful Bidder shall also ensure that all its employees and associated staff who are

involved in providing such security safeguards or part of it shall not publish or disclose in any

manner, without the Bank's prior written consent, the details of any security safeguards

designed, developed, or implemented by the Successful Bidder under this contract.

10.31 Confidentiality

This document contains information confidential and proprietary to the Bank. Additionally,

the bidder will be exposed by virtue of the contracted activities to internal business

information of the Bank, affiliates, and/or business partners. Disclosure of receipt of any part

of the aforementioned information to parties not directly involved in providing the services

requested could result in the disqualification of the bidder, premature termination of the

contract, or legal action against the bidder for breach of trust. The information provided /

which will be provided is solely for the purpose of undertaking the services effectively.

No news release, public announcement, or any other reference to this RFP or any program

there under shall be made without written consent of Bank. Reproduction of this RFP, by

photographic, electronic, or other means is strictly prohibited.

10.32 Adherence to Terms and Conditions

The bidders who wish to submit responses to this RFP should abide by all the terms and

conditions contained in the RFP. If the responses contain any extraneous conditions put in

by the respondents, such responses may be disqualified and may not be considered for the

selection process.

10.33 Execution of SLA / NDA

The bidder and Bank should execute (a) Service Level Agreement, which would include all

the service and terms and conditions of the services to be extended as detailed herein and

as may be prescribed by the Bank and (b) Non-disclosure Agreement. The bidder should

execute the SLA and NDA within one month from the date of acceptance of the Purchase

Order.

The NDA format is enclosed as Form 10 - NDA Format.

10.34 Successful Bidder’s Personnel

The Successful Bidder will agree, acknowledge and covenant that:

1. The personnel to be employed by the successful Bidder for carrying out the Works have and will continue to use all the skill, care and diligence reasonably to be expected of such suitably qualified and experienced personnel having regard to the value, scale, character and quality of the Works;

2. The personnel employed shall have the necessary qualifications and skill-sets as agreed to by OBC;

3. The Successful Bidder shall have necessary stand-by arrangements available in case of absence of personnel for leave or any other reason;

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4. In case of services of an existing employee of the Successful Bidder are withdrawn / terminated by the Successful Bidder, sufficient notice has to be given to OBC and a replacement of equivalent qualification should be deployed; and

5. OBC shall have the right to require the Successful Bidder to remove any of their personnel for misconduct or any other reason specified by OBC.

10.35 Other Terms and Conditions

Bank reserves the right to:-

1. Reject any and all responses received in response to the RFP

2. Waive or change any formalities, irregularities, or inconsistencies in proposal format

delivery

3. Negotiate any aspect of the proposal with any bidder and negotiate with more than one

bidder at one time

4. Extend the time for submission of all proposals

5. Select the most responsive bidder (in case no bidder satisfies the eligibility criteria in

totality)

6. Select the next most responsive bidder if negotiations with the bidder of choice fail to

result in an agreement within a specified time frame.

7. Share the information / clarifications provided in response to the RFP by any bidder, with

any other bidder(s) / others, in any form.

8. Cancel the RFP at any stage

9. Interview the personnel being deployed on the project

10. Conduct site visits of bidders related to proposed solution and facilities.

11. Take presentations on proposed solution of the bidders.

10.36 Substitute of Project Team Members

During the assignment, the substitution of key staff identified for the assignment will not be

allowed unless such substitution becomes unavoidable to overcome delay in implementation

or is critical to meet the obligation. In such circumstances, the bidder can do so only with the

concurrence of the Bank by providing other staff of the same level of qualifications and

expertise.

10.37 Professionalism

The bidder should provide professional, objective and impartial advice at all times and hold

the Bank’s interests paramount. It should observe the highest standard of ethics while

executing the assignment.

10.38 Integrity Pact

To ensure transparency, equity, and competitiveness and in compliance with the CVC

guidelines, this tender shall be covered under the Integrity Pact (IP) policy of the bank. The

pact essentially envisages an agreement between the prospective bidders/vendors and the

bank committing the persons/officials of both the parties, not to exercise any corrupt

influence on any aspect of the contract. The format of the agreement is enclosed in Form 14.

Signing of the IP with the bank would be one of the preliminary qualification for further

evaluation. In other words, entering into this pact would be one of the preliminary

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qualification for this tender and the pact shall be effective from the stage of invitation of bids

till the complete execution of the contract. Any vendor/bidder not signed the document or

refusing to sign shall be disqualified in the bidding process

The Integrity Pact envisages a panel of Independent External Monitors (IEMs) to review

independently and objectively, whether and to what extent parties have complied with their

obligation under the pact. The IEM has the right to access to all the project document.

Shri….. Shall be acting as the IEM for this contract/Tender. However, Bank at its sole

discretion reserves the right to change/name another IEM, which shall be notified latter

10.39 Adherence to Laws and Standards

The bidder should adhere to laws of land and rules, regulations and guidelines prescribed by

various regulatory, statutory and Government authorities.

Bidder must ensure that the EMS solution & IT-infrastructure managed services are

compliant to all existing regulatory guidelines of GOI / RBI and also adheres to requirements

of the IT Act 2000 (including amendments in IT Act 2008) and Payment and Settlement

Systems Act 2007 and amendments thereof. The bidder must submit a self-declaration to

this effect.

The Bank reserves the right to conduct an audit / ongoing audit of the services provided by

the bidder. The Bank reserves the right to ascertain information from the banks and other

institutions to which the bidders have rendered their services for execution of similar

projects.

10.40 Authorized Signatory

The selected bidder shall indicate the authorized signatories who can discuss and

correspond with the Bank, with regard to the obligations under the contract.

Requisite power of attorney/ board resolution authorizing the signatories of the bid to

respond to this RFP must be submitted along with the bid. The selected bidder shall submit

at the time of signing the contract, a certified copy of the extract of the resolution of its

Board, authenticated by Bank Secretary, authorizing an official or officials of the Bank or a

Power of Attorney copy to discuss or sign agreements/ contracts with the Bank. The bidder

shall furnish proof of signature identification for above purposes as required by the Bank.

10.41 Applicable laws and jurisdictions

The Contract with the selected bidder shall be governed in accordance with the laws of India

for the time being enforced and will be subject to the exclusive jurisdiction of Courts at Delhi

(with the exclusion of all other Courts).

10.42 Collusive Conduct

Bidders and their officers, employees, agents and advisers must not engage in any collusion, anti – competitive conduct or any other similar conduct with any other bidder or any other person in relation to the preparation or lodging of responses.

By submitting a signed proposal, the bidder certifies that:

1. It has arrived at the prices in its proposal without agreement or discussion with any other bidder of this RFP for the purpose of restricting competition.

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2. The prices in the proposal have not been disclosed and will not be disclosed to any other bidder of this RFP.

3. No attempt by the bidder to induce any other bidder to submit or not submit a proposal for restricting competition has occurred.

10.43 Unlawful inducements

A bidder and its respective officers, employees, agents or advisers must not have violated and must not violate any applicable laws regarding the offering of inducements in connection with the preparation of their response. Bidders and their representatives must not directly or indirectly attempt to unduly influence the outcome of the RFP process.

10.44 Conflict of Interest

The bidder shall disclose to the Bank in writing all actual and potential conflicts of interest

that exist, arise or may arise (either for the bidder or the bidder’s team) in the course of

performing the Service(s) as soon as practical after it becomes aware of that conflict.

10.45 Exit Management

The bidder shall promptly on the commencement of the exit management period supply to

the Bank or its nominated vendors the following:

1. Information relating to the current services rendered

2. Documentation relating to Intellectual Property Rights

The bidder shall provide uninterrupted services on existing terms till an alternate solution is

available.

Before the expiry of the exit management period, the current vendor shall deliver to the Bank

or its nominated vendor all new or updated materials from the categories set out in point (1)

above, and shall not retain any copies thereof, except that the current vendor shall be

permitted to retain one copy of such materials for archival purposes only.

Transfer of Agreements

On request by the Bank or its nominated vendor, the current vendor shall effect such

assignments, transfers, innovations, licenses and sub-licenses in favor of the Bank or its

nominated vendor, in relation to any equipment lease, maintenance or service provision

agreement between existing vendor and nominated vendor, and which are related to the

services and reasonably necessary for the carrying out of replacement services.

The Bank and its appointed nominees shall have the Right of Access to premises where the

assets are hosted or from where services are being provisioned.

10.46 Project Timelines

The Bidder is required to adhere to the project timelines mentioned below:

10.46.1 Onboarding of Resources

The Project & Team leads should be mobilized and on-boarded within 1 month from the

release of PO by the bank.

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The project team should be mobilized and on-boarded within 2 months from the release of

PO by the bank.

10.46.2 Pilot Tools Implementation

The bank will provide the required hardware & software for the implementation of tools within

1 month from release of PO by the bank.

All proposed tools should be deployed at DC and 80% of the SLA reports mentioned in

Annexure A5 generated within 4 months of release of PO by the bank.

10.46.3 Tools Implementation and sign off

All proposed tools should be deployed at DC and 100% of the SLA reports mentioned in

Annexure A5 generated within 5 months of release of PO by the bank.

The proposed tools should be deployed at DR within 6 months of release of PO by the bank.

10.46.4 Transition Period

Transition should be completed within 4 months of release of PO by the bank.

10.46.5 Ongoing Operations

IT-MSP will provide support as per the scope of the RFP till the tenure of the contract

S.no Milestones Activity Calendar Months

1 2 3 4 5 6 n….

1

On boarding of

Project & Team

Leads

The Project & Team leads

should be mobilized and

on-boarded within 1 month

from the release of PO by

the bank.

2 On boarding of

Project Team

The project team should be

mobilized and on-boarded

within 2 months from the

release of PO by the bank.

3 Pilot Tools

Implementation

All proposed tools should

be deployed at DC and

80% of the SLA reports

mentioned in Annexure A5

generated within 4 months

of release of PO by the

bank.

3

Tools

Implementation

Sign off at DC

All proposed tools should

be deployed at DC and

100% of the SLA reports

mentioned in Annexure A5

generated within 5 months


bank.

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S.no Milestones Activity Calendar Months

1 2 3 4 5 6 n….

4

Tools

Implementation

Sign off at DR

The proposed tools should

be deployed at DR within 6

months of release of PO by

the bank.

5 Transition

Transition should be

completed within 4months


bank.

6 Ongoing

Operations

The Bidder will provide the

ongoing operations support

till the tenure of the

contract

The Bidder should note that the installation of tools must not impact the functioning

of the Bank’s existing solutions

10.47 Payment Terms

The commercial bid submitted by the Bidder must be in conformity with the payment terms

proposed. Any deviation from the proposed payment terms would not be accepted. In case

of delays or defaults on the part of the Bidder, the Bank shall have the right to withhold

payment of the effected product and/or service due to the Bidder or withhold the payment of

the disputed amount, Such withholding of payment shall not amount to a default on the part

of the Bank.

The scope of work is divided in different areas and the payment would be linked to delivery,

acceptance and signoff by the respective Bank official of each area as explained below with

reference to the Form 13 – (Bill of materials).

The component wise payment will be as mentioned below:

10.47.1 Application Management Services

1. The annual amount to be paid towards application management services cost would be divided into 4 equal instalments, to be paid quarterly at the end of each quarter. The first quarter would begin after successful completion of the transition.

2. Quarterly pay-outs for ongoing Services will be made to successful bidder on the basis of resources and corresponding invoice raised for each quarter, adjusting the applicable penalties (as mentioned in Annexure A4).

3. The bidder is required to provision resources in the Form 13- Bill of Material. If in future, the bidder requires more resources, than mentioned in the bill of material, to manage the same scope of work for the mentioned applications or to adhere to the SLAs, then the bidder will provide the resources at no additional cost to the bank.

4. Any addition/reduction in the resources will be on pro-rata basis arrived from the existing

Bill of Material- Application Management Services cost.

5. Bidder should factor all costs including on-site deployment, Project Management, SLA adherence etc. while quoting in the Commercial Bill of Material.

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10.47.2 IT Infra Managed Services

1. The annual amount to be paid towards managed services cost would be divided into 4 equal instalments, to be paid quarterly at the end of each quarter. The first quarter would begin after successful completion of the transition.

2. Quarterly pay-outs for ongoing Services will be made to successful bidder on the basis of asset count, resources and corresponding invoice raised for each quarter, adjusting the applicable penalties(as mentioned in Annexure A4).

3. The bidder is required to provision resources in the Form 13- Bill of Material for the current quantity of infrastructure mentioned Annexure A3- Inventory Details. If, in future, the bidder requires more resources, than mentioned in the bill of material, to manage the same quantity of Infrastructure then the bidder will provide the resources at no additional cost to the bank.

4. Any addition/reduction in the infrastructure quantities will be on pro-rata basis arrived

from the existing Bill of Material- IT Infra Managed Services cost.

5. Bidder is expected to proxy all the services cost (as mentioned in scope of work e.g. database management, server management, storage management, helpdesk management, cross functional services etc.) in the Bill of Material (Refer Form 13).

6. Bidder should factor all costs including on-site deployment, Project Management, SLA adherence etc. while quoting in the Commercial Bill of Material.

10.47.3 EMS, APM & Helpdesk Solution

1. License Cost

40% of the license cost will be paid on delivery of licenses of helpdesk, APM and EMS

tools to the bank against a bank guarantee of the said amount. The bank guarantee

should be valid till 3 months from the date of sign off of tools by the bank.

50% of the license cost of helpdesk, APM and EMS tools will be paid after

successfully setting up of the tools and sign off by the bank

10% of the cost for helpdesk, APM and EMS licenses would be payable on

completion of 3 months from the date of successful setting up of the tools and sign

off by the bank

Any addition/reduction in the licenses will be on pro-rata basis arrived from the

existing Bill of Material- APM, Helpdesk & EMS Tools.

The license cost should not include the ATS cost.

2. ATS Cost

ATS cost will be paid yearly in advance

3. Implementation Cost

Implementation cost will be paid after 30 days of successful implementation and sign

off by the bank

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10.47.4 Performance Assessments

The payment linked to all items under Performance assessment would be Payable quarterly and bi-annually, as per the periodicity, in arrears for the following:

1. Quarterly Performance Analysis for systems

2. Quarterly Performance Analysis for Database

3. Half Yearly Storage Assessment Service

4. Half Yearly Storage Assessment Service

10.47.5 ATS Payment for CBS and Internet Banking

The annual amount to be paid towards ATS cost for CBS and E-banking would be paid yearly in advance.

Note:

1 Also, the payments for each quarter (as applicable) will be made only after the acceptance of the milestones and relevant activities / deliverables for that quarter. Any delay in achievement of the milestones or deliverables will result in further delay of the payment.

2 The bidder recognizes that all payments to the bidder under this RFP and subsequent agreement are linked to and dependent on successful achievement and acceptance of milestones / deliverables / activities set out in the Project Plan and therefore any delay in achievement of such milestones / deliverables / activities shall automatically result in delay of such corresponding payment.

3 The bidder is required to provision resources for the current quantity of infrastructure mentioned in the Bill of Material. If, in future, the bidder requires more resources, than mentioned in the bill of material, to manage the same quantity of Infrastructure then the bidder will provide the resources at no additional cost to the bank.

4 Any addition/reduction in the infrastructure quantities will be on pro-rata basis arrived from the existing Bill of Material.

5 The price would be inclusive of all applicable taxes under the Indian law like customs duty, excise duty, import taxes, freight, forwarding, insurance, delivery, etc. but exclusive of only applicable Service Tax, VAT and Octroi / Entry Tax / equivalent local authority cess, which shall be paid / reimbursed on actual basis on production of bills. Any increase in these taxes will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank The entire benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be passed on to Bank. The price quoted by the bidder should not change due to exchange rate fluctuations, inflation, market conditions, increase in custom duty or excise tax. The bank will not pay any out of pocket expense.

6 Any objection / dispute to the amounts invoiced in the bill shall be raised by the Bank within reasonable time from the date of receipt of the invoice. Upon settlement of disputes with respect to any disputed invoice(s), the Bank will make payment within thirty (30) Working Days of the settlement of such disputes. All out of pocket expenses, travelling, boarding and lodging expenses for the entire Term of this RFP and subsequent agreement is included in the amounts and the bidder shall not be entitled to charge any additional costs on account of any items or services or by way of any out of pocket expenses, including travel, boarding and lodging etc.

7 All the payments becoming due during each of the quarters of the contract period will be paid at the end of the respective quarter. The first quarter will be the transition period and

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thereafter the steady operations will start from the 2nd quarter. Any software/license procured by the bank the same will be paid as per the milestones achieved. For existing applications, ATS will be applicable from the date of end of existing ATS with the OEMs. For Helpdesk, EMS & APM tools the ATS will be applicable from the date of Go-live of the proposed solution.

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11 Instructions to Bidders

11.1 Bidding process

1. The bids in response to this RFP must be submitted in two parts:

a. ‘Technical Bid’ (TB) including Confirmation of Eligibility Criteria and

b. ‘Commercial Bid’ (CB).

2. The mode of submission of Confirmation of Eligibility Criteria, Technical Bid (TB) and Commercial Bid (CB) shall be both online and offline.

3. One copy each of the Technical Bid including Confirmation of Eligibility Criteria (with the EMD and RFP fee if applicable) must be submitted, giving full particulars in separate sealed envelopes at the Bank’s address mentioned in the RFP, on or before the schedule given above. All envelopes should be securely sealed and stamped. The hard copy of the bid document shall be treated as final in case of any discrepancy with the soft copy.

4. Bidders are permitted to submit only one Technical Bid and relevant Commercial Bid. More than one Technical and Commercial Bid should not be submitted.

5. Receipt of the bids shall be closed as mentioned in the bid schedule. Bids received after the scheduled closing time will not be accepted by the Bank under any circumstances.

6. Earnest Money Deposit must accompany all tender offers as specified in this tender document. EMD amount / Bank Guarantee in lieu of the same should accompany the Technical Bid.

7. All Schedules, Formats, Forms and Annexures should be stamped and signed by an authorized official of the bidder’s company.

8. The bidder is expected to examine all instructions, forms, terms and conditions and technical specifications in the bidding documents. Failure to furnish all information required by the bidding documents or submission of a bid not substantially responsive to the bidding documents in every respect will be at the bidder’s risk and may result in rejection of the bid.

9. No rows or columns of the tender should be left blank. Offers with insufficient information are liable to rejection.

10. The bid should contain no interlineations, erasures or over-writings except as necessary to correct errors made by the bidder. In such cases, the person/s signing the bid should initial such corrections.

11.2 Technical Bid

The Technical bid should be complete in all respects and contain all information asked for, except prices. The Technical Bid should be complete to indicate that all products and services asked for are quoted and should give all required information.

A masked copy of the original commercial offer should also be submitted with the technical bid, failing which the bid will be rejected. However, it should not contain price related information, failing which the bid will be rejected outright. The Technical Bid envelope should also include the CD containing the soft copy of the Technical bid with annexure and form. The bidder should provide a compliance statement for all the specifications of technical requirements against each item. In case any technical variance/ deviation is offered, the

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same must be highlighted along with the pros and cons stated in separate columns. The bank at its sole discretion may reject the bid with technical deviations/ variance. All relevant product information such as user manuals, technical specifications sheet etc. should be submitted along with the offer. Failure to submit this information along with the offer could result in disqualification of the bid. The Bank, at its discretion, may not evaluate a Technical Bid in case of non-submission or partial submission of technical details. It is mandatory to provide the technical details in the exact format of bidder’s information as explained above. The offer may not be evaluated by the bank in case of non-adherence to the format or non-submission/ partial submission of technical details per the format given in the tender. The bank will not permit changes in the technical specifications once submitted. The relevant information, printed brochure, technical specification sheets etc. should be submitted along with the offer. Failure to submit this information along with the offer could result in disqualification

11.3 Commercial Bid

The Commercial bid should be submitted online as well as in physical only per Form 13 (Commercial Bill of Material) and should be without any conditions. In case there is a deviation required by the bidder on the Commercial bid format, the same should be intimated to the Bank in writing before the last date for submission of queries. The Bank reserves the right to accept or reject the alternate commercial bid format proposed by the bidder.

11.4 Submission of Bids

The Bank expects the bidders to carefully examine all instructions, terms and conditions mentioned in this RFP document before submitting its unconditional compliance as part of the RFP. Failure to furnish all information required or submission of an RFP not substantially responsive to the RFP in every respect will be at the bidder’s risk and may result in the rejection of its response.

In addition, the bid in the online mode shall be submitted by the bidder at Bank’s e-Tendering portal https://obc.eproc.in.

11.5 Sealing and Marking of Bid

1. Sealed Envelope A (EMD)

Sealed envelope containing EMD / Bank Guarantee thereof and labelled accordingly

2. Sealed Envelope B (Confirmation of Eligibility Criteria) should contain:


Supporting documents for Form 9 Confirmation of Eligibility Criteria

3. Sealed Envelope C (Technical Bid) should contain:

Formats and supporting documents for the Technical Bid


Annexure A2- Minimum Technical Specification

Annexure A6- Tools & Technologies Proposed

Annexure A7- Proposed Deployment Architecture

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Annexure A9-Resource Profiles

Annexure A10-Bidder’s Capabilities

Form 3- Compliance certificate

Form 4- Proposed Bidder Profile

Form 5- Confirmation of Terms & Conditions

Form 6- Tender Offer Cover Letter

Form 12- Bid Undertaking Letter

Form 13- Masked Bill of Material

Form 14- Integrity Pact

Form 15- Manufacturer Authorization Form

Form 16- Technical Bid Format

In case the bank has releases corrigendum for annexures & forms, then the bidder should consider and submit the forms/annexures published in the latest corrigendum.

3. Sealed Envelope B and C should be placed inside a master Sealed Envelope D and should be marked as Technical Bid.

4. Sealed Envelope E (Commercial Bid) should contain

Form 2 Commercial Compliance Certificate

Form 13- Bill of Material

5. Envelopes A, B, C,D and E should have the following inscriptions:

Top left corner: Contents

Top right corner: Bid Reference Number and Due Date

Centre: Address of Bank as stated below

Bottom left corner: Name, address, contact number and e-mail ID of bidder

Bids duly sealed should be submitted at the below address on or before the last Date and Time for bid submission. Department of Information Technology, Corporate Office, Plot No. 5, Sector 32, Gurgaon – 122001

Any other mode of submission, e.g. by courier, fax, e-mail etc. will not be accepted.

11.6 Late Bids

Any bid received after the due date and time for receipts of bids as prescribed in this RFP will be rejected and returned unopened to the bidder.

11.7 Opening of Bids

Bids received within the prescribed closing date and time will be opened in presence of bidders’ representatives who choose to attend the opening of the tender on the specified date and time as mentioned earlier in the tender document. The bidder’s representatives present shall sign a register of attendance and minutes and they should be authorized by their respective companies to do so. A copy of the authorization letter should be brought for

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the bank to verify. The bids shall be opened in 2 phases. In Phase 1, technical bid including the Confirmation of Eligibility Criteria shall be opened per the schedule given in the RFP in presence of the bidder(s) who choose to attend the meeting at a pre-specified date and time, and sign a register evidencing their attendance. However, the Technical Bid will be evaluated only for the bidders who satisfy all the eligibility criteria. In Phase 2, Commercial Bids of only bidders who meet the Technical Evaluation cut-off shall be opened in the presence of bidders’ representatives who choose to attend, at the time, on the date, and at the place that will be communicated to them The bidders’ representatives who are present shall sign a register evidencing their attendance. . Bank would notify the technically qualified bidders about the date and time of opening the commercial bids. The bidders’ names, bid modifications or withdrawals, bid prices, discounts, and the presence or absence of the requisite bid security and such other details as the Bank, at its discretion, may consider appropriate, will be announced at the Commercial Bid opening. Bank reserves the right to take the services of any one or more external agencies for total evaluation of the proposal submitted by the bidder. However, the final decisive parameters would be at the sole discretion of the Bank and the Bank is not liable to disclose either the criteria or the evaluation report/reasoning to the bidder(s).

11.8 Proposal Modification

No additions or changes to any bidder's proposal will be allowed after the deadline for

bidders to submit their proposals, unless such modification is specifically requested by OBC.

11.9 Clarification of Bids

During the bid evaluation, the Bank may, at its discretion, ask the bidders for clarifications with respect to their bids. 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. Bank has the right to disqualify the bidder(s) whose clarifications are found not suitable for the requirement according to the scope of the work.

11.10 Result Notification

All bidders will be communicated of any decision made with respect to their RFP response as soon as practical. OBC will not be obliged to provide reasons for acceptance/ rejection of any response.

11.11 Cost of Responses

OBC will not be liable for any costs or expenses incurred by the bidders arising in any way from the preparation and submission of the RFP response and any matter concerning the RFP is to be at the bidder’s sole risk, cost and expense.

11.12 Right to negotiate

OBC may negotiate (prior to or following the Closing Date) with one or more bidders and enter into an agreement with a bidder at its sole discretion without any obligation to provide any reasons in relation to the same to the other bidders. The Bank at its discretion may negotiate with the L1 bidder.

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11.13 Precedence of Documents

1. If there is any discrepancy the hard copy of the bid document shall be treated as final in case of any discrepancy with the soft copy.

2. These terms and conditions of this RFP will prevail over any further terms that the bidder may include in its response or otherwise provide to OBC, and any such further terms will be of no force or effect.

11.14 Evaluation Criteria

11.14.1 General Evaluation Criteria

Bank will scrutinize the offers to determine whether they are complete, any errors have been made in the offer, required technical documentation has been furnished, documents have been properly signed, items are quoted as per the schedule, eligibility criteria have been met, required EMD has been furnished and the bid(s) is/are generally in order. Correction of errors shall be done by the Bank as detailed in the clause “Corrections of Errors” of this RFP. If the bidder does not accept the correction of the errors, its bid will be rejected, and its bid security may be forfeited. The Bank may waive any minor informality, non-conformity, or irregularity in a bid which does not constitute a material deviation, provided such waiver does not prejudice or affect the relative ranking of any bidder. Prior to the detailed evaluation, the Bank will determine the substantial responsiveness of each bid to the bidding documents. For purposes of these Clauses, a substantially responsive bid is one that conforms to all the terms and conditions of the Bidding Documents without material deviations. Bank reserves the right to visit any site and/or take presentations of the bidders, as part of the evaluation in accordance with the responses given for the identified requirements. This entire exercise has to be carried out by the bidders at their own cost.

11.14.2 Eligibility Criteria

Only bidders who fulfil the eligibility criteria mentioned in Section 3 (‘Eligibility Criteria’) of this RFP document will be eligible for technical evaluation.

11.14.3 Technical bid evaluation Criteria

Bidders who meet the eligibility criteria will be evaluated in accordance with the criteria mentioned in Section 9.3 (‘Technical Evaluation Process’) of this RFP document.

11.14.4 Commercial bid evaluation Criteria

The commercial bid evaluation will be carried out only for bidders who qualify the technical bid evaluation. The bidder with the lowest commercials will be declared successful L1 bidder and shall be considered for award of the Contract, the details of which are stated in Section 9.4 – Commercial Evaluation Process.

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11.15 Address for Communication

Point of Contact:

Deputy General Manager (IT)

Address:

Oriental Bank of Commerce,

Department of Information Technology,

Plot No.5, Institutional Area, Sec.32,

Gurgaon, Haryana-122001

Email Id:

[email protected]

11.16 No commitment to accept lowest or any bid

The Bank shall be under no obligation to accept the lowest or any other offer received in response to this tender notice and shall be entitled to reject any or all offers including those received late or incomplete. Bank reserves the right to make changes in the terms and conditions of purchase. Bank will be under no obligation to have discussions with any bidder, and/or entertain any representation.

11.17 Correction of Errors

Bidders are advised to exercise greatest care in entering the pricing figures. No corrigenda or requests for prices to be corrected will be entertained after the bids are opened. If there are any corrections in the bid document, the authorized signatory should initial them all, failing which the figures for such item shall not be considered. Discrepancies in bids will be corrected as follows:

1. Where there is a discrepancy between the amounts in figures and in words, the amount in words shall prevail

2. Where there is a discrepancy between the unit rate and the line item total resulting from multiplying the unit rate by the quantity, the unit rate will govern unless, in the opinion of Bank, there is an obvious error such as a misplacement of a decimal point, in which case the line item total will prevail

3. Where there is a discrepancy between the amount mentioned in the bid and the line item total present in the schedule of prices, the amount obtained on totaling the line items in the Bill of Materials will prevail

4. The amount stated in the correction form, adjusted in accordance with the above procedure, shall be considered as binding, unless it causes the overall price to rise, in which case the bid price shall prevail

5. Based on the Bank’s requirements as listed in this document, the bidder should identify and offer the best-suited solution / bill of material for the product that would meet the Bank’s requirements and quote for the same.

11.18 Non-Transferable Tender

This tender document is not transferable. Only the bidder who has purchased this tender form is entitled to quote.

11.19 Soft Copy of Tender Document

The soft copy of the tender document will be made available on the Bank’s website. The softcopy of the tender document will not consist of the annexures and forms. The bidders


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who are interest to participate in the tender are required to purchase the hardcopy of the complete RFP document including the annexures and forms from the bank’s DIT, Corporate Office, Gurgaon. The bidders are required to pay the non-refundable fee of ` 25,000/- by

way of a demand draft in favour of the Bank payable at Gurgaon. The bidder is advised to check the contents of the downloaded copy for correctness against the printed copy of the tender document. The printed copy of the tender document shall be treated as correct and final, in case of any errors or discrepancies in the soft copy.

11.20 Bid validity period

The offer should hold good for a period of 180 days from the last date of bid submission.

11.21 Addenda/Corrigendum

1. OBC may issue an Addendum/Corrigendum from time to time and at any time prior to the Closing Date.

2. An Addendum/Corrigendum may be issued to clarify the RFP or to effect modifications to the RFP, including the Scope of Work and SLAs. Each Addendum/Corrigendum will be issued to all bidders and upon issue will form part of this RFP.

3. Receipt of an Addendum/Corrigendum must be acknowledged by the bidder through e-mail to the OBC RFP Contacts.

4. To the extent there is any inconsistency between an Addendum/Corrigendum and this RFP, the Addendum/Corrigendum will prevail and if between two or more Addenda/Corrigendum, the last issued Addendum/Corrigendum will prevail.

11.22 Pre bid meeting

For clarification of doubts of the bidders on issues related to this RFP, the Bank intends to hold a Pre-Bid Meeting on the date and time as indicated in the RFP. For any clarification with respect to this RFP, the bidder may send an email to [email protected]. The format to be used for seeking clarification is mentioned in Form 11 (Pre-bid Query Format). It may be noted that all queries, clarifications, questions etc., relating to this RFP, technical or otherwise, must be in writing only and should be to the designated e-mail ID as stated earlier. Written requests for clarification may be submitted to the Bank as per the schedule mentioned in the RFP document prior to pre-bid meeting and clarifications for such queries shall be provided by Bank or its representative in the meeting. It may be noted that no queries of any bidder shall be entertained after the last date for submission of queries via e-mail. Only two authorized representatives of the bidders who have purchased the RFP will be allowed to attend the meeting. Bank may or may not respond to all the queries of the bidder.

11.23 Award of Contract

OBC reserves the sole right to reject or accept any and all quotations, whether solicited or unsolicited, or to negotiate separately with any Bidder in any manner deemed necessary at its sole discretion. This right includes award of a contract for only part of the scope of work. OBC reserves the right to waive infirmities and minor irregularities in RFP Responses received and to accept any portion of a response or all items bid or to accept modifications to any RFP Response. The bank may award the contract to a single vendor or award only a part of the scope to a vendor.

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11.24 Rejection of Bids

The Bank reserves the right to reject any or all the bids or scrap the bidding process at any stage without assigning any reason. The Earnest Money Deposits in such event will be returned by the Bank. However, the participation fee will not be refunded.

11.25 Award of Contract

Following evaluation, a contract may be awarded to the bidder whose bid meets the requirements of this RFP and provides the best value to the Bank from both a techno-functional and commercial point of view. The Bank reserves the right to award the contract in whole or in part. The acceptance of the bid, subject to contract, will be communicated by way of placing a purchase order in writing at the address supplied by the bidder in the bid document. Any change of address of the bidder should therefore be notified promptly to the Deputy General Manager (IT) at the address given in this RFP.

11.26 Signing of Contract

The Successful Bidder (s) shall be required to enter into a contract with Bank, within thirty (30) days of the award of the work or within such extended period, as may be specified by Bank. The Contract will be based on this RFP document, Purchase Order and the corrigendum. However, if any new Terms & conditions are proposed by the bank, the same shall be discussed & mutually agreed. However the terms and conditions of purchase order and RFP shall constitute a binding contract till such a contract is issued.

11.27 Legal Compliance

1. The Successful Bidder hereto agrees that it shall comply with all applicable union, state and local laws, ordinances, regulations and codes in performing its obligations hereunder, including the procurement of license, permits and certificates and payment of taxes where required. If at any time during the term of this agreement, the Bank is informed or information comes to the Bank's attention that the Successful bidder is or may be in violation of any law, ordinance, regulation, or code (or if it is so decreed or adjudged by any court, tribunal or other authority), the Bank shall be entitled to terminate this agreement with immediate effect.

2. The Successful bidder shall maintain all proper records, particularly but without limitation accounting records, required by any law, code, practice or corporate policy applicable to it from time to time including records, returns and applicable documents under the Labor Legislation.

3. The Successful bidder shall ensure payment of minimum wages to persons engaged by it as fixed from time to time under the Minimum Wages Act, 1948. In case the same is not paid, the liability under the act shall solely rest with the Successful Bidder.

11.28 Governing Law and resolution of dispute

All disputes or differences whatsoever arising between the parties out of or in relation to the construction meaning and operation or effect of the Contract / Tender Documents or breach thereof shall be settled amicably. If, however, the parties are not able to solve them amicably, the same shall be settled by arbitration in accordance with the applicable national laws, and the award made in pursuance thereof shall be binding on the parties. Any appeal will be subject of the exclusive jurisdiction of courts at Delhi and the language of the arbitration proceedings and that of all documents and communication between the parties shall be in English.

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The laws applicable to this contract shall be the laws in force in New Delhi, India. The contract shall be governed by and interpreted in accordance with Indian law. The Successful Bidder(s) shall continue work under the Contract during the arbitration proceedings unless otherwise directed in writing by the Bank or unless the matter is such that the work cannot possibly be continued until the decision of the arbiter, as the case may be, is obtained. The venue of the arbitration shall be in Delhi.

11.29 Amendment to Contract

No variation in or modification of the conditions of the contract shall be made except by written amendment signed by the parties.

11.30 Correspondence and Notices

Any correspondence or notice from one party to another under the terms of the contract shall be served by Fax or by hand and confirmed in writing to the party’s address. A notice shall be effective from the date when delivered.