selection of service provider for end-to-end

of 26 Bank of Baroda Addendum Dated – 18.01.2021

Selection of Service provider for End-to-end implementation of Universal Reconciliation System & Dispute Handling process for Digital Banking Channels & Products RFP

Reference Number: BCC: DB: DCOT:112:1117 Dated:10.12.2020

Clarification / Bank's replies to queries raised by bidders including pre-bid meeting

S.L Section Page No/RFP Term RFP Text Query Bank's Response

1 3- Scope of Work 7 The solution should be implemented at Bank,

and at the Bank’s discretion, at RRBs of Bank,

foreign subsidiaries and should cover all

existing branches / regional offices /

administrative offices

Request the bank to please confirm the

number of RRBs and foreign subsidiaries

Banks is currently having three RRB and eight

subsidiaries overseas

2 3- Scope of Work 7 Implementation will be at DC (Mumbai) and

DR at Hyderabad.

Day to operations pertaining to reconciliation

& dispute management is proposed to be run

by Bank’ subsidiary- Baroda Global Shared

Services (BGSS) from GIFT City Gandhinagar /

Baroda (PR site) and Mumbai (BCP Site) or any

other site as finalized

Request the bank to please confirm the DC

and DR site.

Implementation at any additional/ alternate

sites will be done at additional costs.

The Functionality of the system provided must be

WEB-Interface based wherein, Bank/BGSS can

perform the day to day operational activity from

any/all of its Operational Hub/s, within Bank and

BGSS Network.

3 3- Scope of Work 7 MIS Reports generation: The solution should

also generate data files as per the format

needed by Bank from time to time

Request the bank to please confirm or provide

the list of MIS bank is currently looking for.

MIS can be routine in nature for transaction count

on some specific parameters, report on reconcile

and unreconciled entries, customer dispute

related MIS in addition to any request sought

from the regulator, auditors and by the Bank to

monitor the operation / performance.

4 3- Scope of Work 8 Vendor must provide minimum 5 qualified fit

& proper technical resources verified by the

police, having graduation or diploma onsite

during office hours of the bank and in case of

exigencies the bank can request for extra

hours and night shifts/ 24X7.

Request the bank to please confirm the scope

of work of these resources.

Also, kindly confirm whether this comes under

the bidder’s scope of work as the operations

are envisaged to be managed by BGSS

Vendor is required to provide the initial

handholding and technical support for the

project. Minimum 5 qualified resources to carry

out operation including technical support



5 3- Scope of Work 9 There should be separate tracking of

complaints issuer / acquirer wise and also for

Banking Ombudsman complaints as well

We understand that BO complaints are

received directly through Banking

Ombudsman, Therefore request bank to

please reconsider this clause.


the bidder’s scope of work as the operations

are envisaged to be managed by

BGSS.

The package should support the functionality for

resolution of causes related to Banking

Ombudsman viz., providing necessary reports /

activity log on the transactions and supporting

documents.

6 4. Technical and

Functional

Specifications

4- BBPS (Bharat Bill

payment Systems)

13 Input files from NPCI need to match with

Bank’s CBS file, and accordingly need to

generate reports for successful and

exceptional transactions. Generation of

reversal vouchers for failed txn, and refund

voucher received from aggregator and

settlement voucher on T+1 basis. Bank GL

(Pool account) tally on daily basis

Request bank to please confirm the number

of Aggregators currently bank is engaged

with

Details will be shared with the

successful bidder

7 4. Technical and

Functional

Specifications

6- Internet Banking+B9

14 Preparation of reversal vouchers for failed

txn, and refund voucher received from

aggregator and settlement voucher on T+1

basis. GL (Bank Pool account) tally on daily

basis

Request bank to please confirm the number

of Aggregators currently bank is engaged

with

Details will be shared with the

successful bidder

8 4. Technical and

Functional

Specifications

7- Fraud Monitoring and

Management System

14 Fraud Monitoring and Management System Usually this is done by fraud monitoring tool.

Request the bank to exclude this from the

RFP, else, explain the kind of reports

expected.

Minimum report and alerts as per the Bank

requirement must be provided from Recon

system viz Major number of chargeback raised on

a particular card / ATMs etc.,

9 4. Technical and

Functional

Specifications

8- Reconciliation OF

Entries IN NOSTRO AND

MIRROR Account

15 Reconciliation OF Entries IN NOSTRO AND

MIRROR Account

It is assumed that the scope is limited to

reconciling & generating match and

unmatched reports, and force match option

for the user to manually reconcile exception

cases. GL entries generation outside scope.

Kindly confirm

Reconciliation of settlement account with Other

Bank and treasury. Like of Bank of America

account in case of VISA.



10 4. Technical and

Functional

Specifications

9- Baroda FasTag (NETC)

15 Dispute and Claim Management and

reconciliation of chargeback. Coordinating

with Agents & service providers for resolving

customer claims and recon mismatches.

Operations teams can co-ordinate with the

service providers and Agents and will need

Bank's intervention for escalations / follow

with Agents and Service providers.


the bidders scope of work as the operations

are envisaged to be managed by BGSS.

Bidder is required to provide the data/MIS

11 4. Technical and

Functional

Specifications

11- MIS Reports and

Decision Making system

16 ATM performance report This report may be from the switch / ATM

monitoring system. Recon application may

only have transaction details and hence may

not be able to provide the ATM performance

report.

ATM performance report as part of MIS based of

the input files from Bank

12 4. Technical and

Functional

Specifications

11- MIS Reports and


16 Card Base report as per card management

system

Card base is generally not part of Recon

solution. Request bank to confirm the

requirement.

MIS report based on BIN level, MCC & network wise

transactions etc. and card activities.

13 4. Technical and

Functional

Specifications

11- MIS Reports and


16 Monthly ATM deploying reports Generate

Periodical reports as per requirement

Is this the number of ATMs added in the

Recon system for the month. If not, kindly

provide more information.

To be a part of MIS based on the transaction

data.

14 4. Technical and

Functional

Specifications

12- Dispute

Management

17 Validation of transaction from database Request bank to elaborate the requirement Should be part of MIS report based on difference

parameters, like BIN, MCC Code etc.

15 4. Technical and

Functional

Specifications

12- Dispute

Management

17 Age wise break up for all pending payments

for merchant.

Merchant Payments and Merchant-acquirer

transaction reconciliation is part of another

business entity, so kindly confirm if this was

intended to be part of the scope? If yes,

please provide more clarity on the number of

merchants and merchant settlement process

and volumes.

Should be part of MIS report based on difference

parameters, like BIN, MCC Code / network wise

etc.



16 4. Technical and

Functional

Specifications

16- Cash In ATM”

Reconciliation

19 Automated Cash forecasting for ATM and

cash Recyclers

This is usually part of Monitoring tool,

request bank to exclude this requirement,

else, Request bank to elaborate the

requirement on this.

This should be a part of ATM Cash reconciliation

based on the input files from Bank and MSP

C3Rs.The system should capable of tally ATM

cash with ATM GL balance with c3r cbr report

from vendor/branch along with ATM counter

balance and admin balance . In absence of C3R,

system should able to tally ATM GL Balance

with admin balance and counter balance.

17 4. Technical and

Functional

Specifications

16- Cash In ATM”

Reconciliation

19 Cross verification of actual cash loaded and

Logical cash loaded

Request the bank to elaborate the

requirement, as the system will be capable of

generating report, whereas the CRA will have

to cross verify.

This should be a part of ATM Cash reconciliation

based on the input files from Bank and MSP

C3Rs.The system should capable of tally ATM

cash with ATM GL balance with c3r cbr report

from vendor/branch along with ATM counter

balance and admin balance . In absence of C3R,

system should able to tally ATM GL Balance

with admin balance and counter balance.

18 4. Technical and

Functional

Specifications

16- Cash In ATM”

Reconciliation

20 Verification of Billing & Income sharing of GST,

Partners Billing & Business Correspondent

(BC)

Request the bank to elaborate the

requirement

Reporting of MIS and availability of system for

generation of GST invoices and reconciliation of

inward invoices.

19 3. Scope of Work 9 As per recent directives of RBI & NPCI on

harmonization of TAT in redressal of customer

complaints for various digital banking

products, recon and dispute handling

application vendor has to support

even during holidays.

Bank to clarify what support is required over

the weekends

Vendor is required to provide the initial

handholding and technical support for the project

24X7.

20 Cash in ATM

Reconciliation

16 Automated Cash forecasting for ATM and

cash Recyclers

This is part of ATM monitoring and not

reconciliation activities. Request Bank to

exclude this from recon scope.

Based on the transaction volume of ATM and

dispensation activity carried out in a particular

ATM and CR.



21 Cash in ATM

Reconciliation

16 Maintenance and Generation for Cash

Balance Report, C3R

We understand Bank's MS vendors / branches

shall provide the C3R reports, bidder is

expected to extract data and provide the cash

balance tally report. Please clarify the system

support expected for generation of CBR / C3R

The system should capable of processing the

c3r cbr report from vendor/branch and

discrepancies if any to be highlighted through

alerts. In case of Absence of C3R , system

should capable of arriving tally cash with CBS

GL balance with ATM counter balance or

admin balance or both together.

22 Cash in ATM

Reconciliation

16 Reconciliation of cash management services

and agencies Exception report generation for

differences

CRA reconciliation is managed by the CRA

vendor / MS vendors, please clarify the scope

of cash management services and agencies

exception report

The system should capable of matching the

C3R with the switch balance, ATM GL Balance,

ATM machine/counter balance and

discrepancies if any be provided thought mail

alert and reports to vendor and bank such as

load to load

dispense and tally report etc.

23 Functional

Specifications

20 Reconciliation should be on the basis of ATM

GL EOD balances and other GL EOD balances

in CBS for each day.

We understand as per industry practice cash

balance tally is done from ATM EoD to ATM

EoD, Bank to clarify the expectation on ATM

GL EOD balance tally on daily basis.

Matching of ATM tally is on ATM EOD to EOD

and ATM CBS GL closing Balance should tally

with dispense, loading and other data on daily

basis in

recon system

24 9 26 The Contract with the selected vendor will be

valid for a period of 3 years (additional 2 years

extendable, on same term & conditions, as

per Bank’s discretion) from the contract date.

The contract will be deemed completed only

when all the items delivered by the Bank is

dispatched in good condition as per the

requirements of the contract executed

between the Bank and the Vendor.

Bidder requests that any extension beyond

the install three years will be based on

mutually agreed terms and conditions

between the successful bidder and the Bank.

Bank can negotiate for reduction of price

for extended period.



25 12 29 All submissions, including any accompanying

documents, will become the property of the

Bank. The Recipient shall be deemed to have

licensed, and granted all rights to, the Bank to

reproduce the whole or any portion of their

submission for the purpose of evaluation, to

disclose the contents of the submission to

other Recipients who have registered a

submission and to disclose and/or use the

contents of the submission as the basis for any

resulting RFP process, notwithstanding any

copyright or other intellectual property right

of the Recipient that may subsist in the

submission or accompanying documents.

Bidder would like to clarify that the Bid

submissions are made for the sole purpose of

evaluation of the Bidder w.r.t RFP and thus the

response may be used for the said purpose

and not otherwise.

The documents will be used for RFP process

only

26 15.1 41 Indemnity Bidder requests that the Indemnity obligation,

to the extent applicable (such as willful

misconduct, gross negligence, fraud, IPR

infringement, Confidentiality breach,

violation of applicable laws, etc) be agreed

upon by the Parties on mutual and identical

terms.

Successful bidder is required to execute the

Service Level Agreement, Non-Disclosure

Agreement (NDA) in the format approved by

Bank’s legal department.

27 51 Annexure 05–

Commercial Bid

General We understand that the place holders with

"XXX" need not be filled by the bidder during

the commercial submission, Request Bank to

Confirm.

Revised format is shared in the addendum

28 General General General - volumes Request Bank to share details of current

volumes and the projections estimated

during contract period

This will be discussed with successful Bidder



29 General General General Please confirm that the bank will be

providing/procuring the following based on

the specifications provided by the bidder

1.Hardware/Network Components/Firewall

2.Operating System

3. Database

4. Application Server(JVM software like

Weblogic,JBOSS)

5. WebServer

6. Other Ancillary Softwares like domain

name,SSL Certificates,Anti Virus,XDR etc

Bank will provide Hardware with required OS

after reviewing the Hardware specification shared

by the successful bidder

30 Annexure 05 -

Commercial Proposal

51 Detailed Specifications of all Hardware,

Operating software, Components etc. for the

above modules to be attached separately in

the Technical Bid

Request bank to confirm the following for the

bidder to arrive at the detailed specifications

1. Transaction Volumes to be considered

2.RTO to be considered

3. RPO to be considered

4. Maximum number of concurrent users

Tentative volume already mentioned in the RFP.

Other details will be shared with the successful

bidder.



31 6 2. Project Overview This Request for Proposal (RFP) has been

prepared solely for the purpose of enabling

Bank of Baroda (“the Bank”) to select a Bidder

for End-to-end implementation of Universal

Reconciliation System & Dispute Handling

process for Digital Banking Channels &

Products. The Bank wishes to put in place

Universal Reconciliation System & & Dispute

Handling Process, for all it’s digital banking

channels & Products with minimum uptime of

99.95%.

Towards this end, the Bank wishes to select a

competent vendor who will be able to deliver

/ implement the required solution and

integrate the same with the Banks’

applications of respective and that of RRBs. At

the bank’s discretion, vendor will also be

required to support Bank and RRBs in

integration of future solutions, which

Bank/RRBs are going to procure.

Request bank to provide the transaction

volumes & list of channels to be integrated

with the proposed reconciliation solution in

order to arrive at the required infra sizing.

Tentative volume and channels already mentioned

in the RFP.

32 6 2. Project Overview Bank proposes to manage reconciliation &

dispute resolution/ management process as

under

· Proposed bidder would implement

Universal Reconciliation & Dispute

Management System (Only Software) and

provide Onsite technical support for

managing desired uptime & implementing

change requests.

We request bank to confirm the number of

resources required by the bank per shift. Bank

is requested to provide the following details;

1. No of shifts required

2. No. of resources per shift required

Sucessful bidder is required to provide minimum

five resources as mentioned in the RFP. Bidder is

required to ensure to provide all technical and

initial handholding support to bank and

accordingly required to deploy to required

resources (subject to minimum 5 resources).



33 7 3. Scope of Work The Bank will arrange for, necessary servers,

hardware and applicable operating system to

install the solution at Bank Data Centre and

also should replicate at Disaster Recovery

Site, Hyderabad/ other major city in India. DC

and DR will function as Active / Passive. The

RTO and RPO requirement for DC DR

replication will be 15 minutes. Application

and database to have separate instance for

Bank and each RRB, foreign subsidiaries/

territory branches. Implementation will be at

DC (Mumbai) and DR at Hyderabad. These

locations, if changed, the solution be

implemented accordingly. Network

connectivity, security and other

infrastructure will be provided by the Bank.

Request bank to provide the no of instance

required for the application & DB.Request

bank to confirm if bank requires single servers

or application and DB with multiple instances

on the same.

Production & UAT at DC and DR

34 7 3. Scope of Work Day to operations pertaining to

reconciliation & dispute management is

proposed to be run by Bank’ subsidiary-

Baroda Global Shared Services (BGSS) from

GIFT City Gandhinagar / Baroa (PR site) and

Mumbai (BCP Site) or any other site as

finalized. Solution provider is expected to

provide adequate knowledge transfer (KT),

Training and operational guidelines to

designated bank-staff / BGSS staff / bank’s

subsidiary staff for data extraction,

conversion and uploading tasks, Report

Generation Software / Tools installed .The

Bank may provide a centralized location for

training or may ask the successful bidder to

give training at different centers required by

the Bank.

We request bank to provide the following

details for training needs;

1. Training batch size.

2. No. of Training sessions.

3. Bank to provide the trading infra as

required.

4. Training would be provided on train the

trainer basics.

Training will be ongoing as per the

requirement of the operational staff.



35 7 3. Scope of Work The Solution provider must ensure that the

solution provided is compatible to integrate

with Bank’s systems, especially the CBS,/

Switch which uses oracle database, Customer

Relationship Management (SIEBEL CRM)

complaint management module, Debit Card

Management System (DCMS) etc. Any

middleware if required for necessary

integration needs to be provided by the

bidder within the same quote given for entire

solution.

We request bank to provide the list of

solutions and technology stack of each

solution which bank expect bidder to

integrate with the proposed recon solutions.

Will be shared with the successful bidder

36 9 3. Scope of Work System integrator/ successful bidder will be

responsible for patching of OS and closing of

any Vulnerabilities in the Servers (i.e

Application, Data Base and all related servers)

as reported by the VAPT Audit of the

Information Security as per of Bank of

Baroda’s policy. Furthermore, the up

gradation of DBMS and any other software

being utilized by the Vendor would be the

responsibility of the Vendor.

Request bank to kindly consider point of up

gradation and other related activities as the

hardware db os etc would be provided by the

bank.

Bank will ensure upgradation and other related

activities of the Hardware / OS provided by the

Bank

37 9 3. Scope of Work At the end of contract period and / or as and

when desired by the Bank, Vendor has to

arrange for data / process reverse migration

to Bank or to new service provider, as & when

finalized by the Bank at free of cost

Request bank to provide more clarity on the

mentioned point.

Clarification due to complexity of solution and

DB in IPR structure of successful bidder, there

will be considerable time and cost involved in

transferring huge amounts of processed data

across channels totaling in excess of minimum

50TB which will take 3-6 months in conversion

to new vendor format. This needs to be a

chargeable service.

This point is related to handing over operation to

new vendor.

38 9 3. Scope of Work · Fully functional Hardware and Software

covering entire scope of the RFP should be

installed at Company designated location

within 30 days of issuance of work order


mentioned point as the required infra in DC &

DR would be provided by bank as per sizing

provided by the bidder.

Bank will provide Hardware with required

OS.



39 22 6. Stage 1 – Eligibility

cum Technical Bid, point

11

Bidder should not be partially or fully owned

/controlled/part of any financial institution or

any payment platform. The bidder must be a

non-Bank promoted entity”.

Request bank to remove the mentioned

clause.

Please clarify; Any payment platform?

Payment platform means, NFS, VISA, MasterCard

etc.



17

The bidder shouldn’t have any security

incident or information security incident

assigned to their hosted or deployed system

in last 3 years of operation. PCI-PA DSS

complaint.


mentioned point.

Bidder is required to undertak that their were no

information security incident was report on the

system deployed by them in last 3 years of

oeprations

41 23 6. Stage 1 – Eligibility cu Bidder should also have internal control and

audit measures in place. The Bidder should

have necessary data security protocols in

place to protect banks confidential data.

Request bank to provide more clartity on the

mentioned point.

Related to compliance of Data security and

certifications


Commercial Bid


number of transaction expected in a month

from desired channels to be integrated.

Current volumes of Debit Card transactions is

approximetly 40 lacs per day for debit card,

However outher channels may also be added as per

requirement which would be discussed with the

sucessful bidder.


Commercial Bid

Request bank to provide clarity on the

minimum commitment for the no. Of

transaction per month can 12 cr transation

can be taken as the minimum comitment from

the banks side.

This transaction volume is only for TCO calculation

purpose. The transaction volume may increase /

decrease during the contract period.

44 General Request bank to provide clartiy on the existing

setup for the reconcialtion activities carried

out by the bank with name of existing vendor

providing a recon services to the

bank.

These details will be shared with the successful

bidder.



45 21 6. Eligibility Criteria: Bidder or OEM should have experience of 3

years of deployment, monitoring and

management of reconciliation solution with a

large public/ private sector Bank, having

experience in India/abroad.

The solution offered must be already be

implemented in Private/Public Sector

Undertaking Bank in India or abroad having

minimum business mix of 4 lac crore as on

31st March, 2020.

Request Bank to clarify what bank mean by

business mix. There is mention of business

mix as on 31st March 2020 but there is no

mention since when it has to be considered.

The solution offered must be already in

implemented in Private / Public Sector


minimum business mix (Deposit + Advances)_of

Rs. 4 Lacs

Crore as on 31st March 2020.

46 6 3. Scope of Work The solution should be implemented at Bank,

and at the Bank’s discretion, at RRBs of Bank,

foreign subsidiaries and should cover all

existing branches / regional offices /

administrative offices.

Bank, BOB means ‘Bank of Baroda’ & its

associate / joint venture / subsidiaries

/RRBs/Amalgamated Banks.

Understanding is that the data from all of

Bank's associates will be provided in a single

format, i.e. Switch, core Banking, EJ etc. if

not, request bank to name the different

switch and core banking deployed at Bank's

associates to be supported


subsidiaries overseas having different CBS /

Switch.

47 7 3. Scope of Work Currently this RFP is only related to

procurement of solution for Debit Card

transaction and ATM / CR reconciliation

including dispute management, however the

same can be extended to other Digital

Products as and when desired by Bank

Digital products such as the IMPS, UPI AEPS,

BBPS, Internet Banking, ETC . are already

included in the RFP. Request bank to clarify

which other digital products Bank Plans to be

included in the scope

Can be extended to other Digital Products as and

when desired by Bank

48 10 4. Technical and

Functional

Specifications

Automated Vouching system for NFS, VISA,

and MasterCard, RuPay and all the other

network and products.

Request Bank to specify the complete list of

Networks/Interchanges and product to be

supported for Reconciliation

Mentioned in the RFP and addition will depend on

any change in financial ecosystem.

49 14 4. Technical and Functio System should be able to generate alert for

Issuer transaction if reported more than usual

in numbers.

System should be able to track transaction

with different Pos Entry Mode.

Fraud Monitoring is not part of

Reconciliation, Request Bank to remove the

FRM related requirements from the technical

and functional specification.

Minimum report and alerts as per the Bank

requirement must be provided from Recon

system




Functional

Specifications- 12.

Dispute Management

Collection of charge slip from Merchants for

chargeback Retrieval request and other

Dispute Received

This is part of the Merchant Management

system, where complete correspondence

with the merchant and tracking of merchant

response, recovery etc needs to be managed.

This is not part of the Recon's dispute

management system. Request Bank to

remove the same

This facility is required in for handling Dispute

transactions in the application


Functional

Specifications- 12.

Dispute Management

Age wise break up for all pending payments

for merchant

This is part of merchant management system.

Request Bank to clarify on the requirement

This is related to pending/unsettled issuer

transactions in case of Debit Card

52 6 Project Overview ; Page Proposed bidder would implement Universal

Reconciliation & Dispute Management

System (Only Software) and provide Onsite

technical support for managing desired

uptime & implementing change requests.

Please confirm that onsite support is

required from Application Support

perspective. Infrastructure support for the

Application is outside the scope of this RFP.

Vendor to support the operation with minimum

resources. The resource will be having technical skill

on the entire operations of the package and assist

in Trouble shooting / resolving the issues and

should function as L2 / L3 activity resolver.

However routine type of work will do done by Bank

/ BGSS team. Vendor is required to provide initial

onsite handholding / training support to train the

BGSS Staff.

53 7 Project Overview ; Page

No. 7

The Bank will arrange for, necessary servers,



also should replicate at Disaster Recovery Site,

Hyderabad/ other major city in India.

Please confirm that bidder has to give the

requirement of infrastructure deployment

(OS , DB etc..) and the required infrastructure

including the hardware and software will be

provisioned by Bank. Bidder has to only

provide the Recon solution.

Bank will provide Hardware with required

OS.


No. 8

The selected system integrator or bidder will

provide the Bank a complete solution for all

the modules including but not limited to

supply, installation of required hardware &

software.

Please confirm that scope of bidder is to

deploy the recon software only

Revised Clause : The selected system integrator or

bidder will provide the Bank a complete solution for

all the modules including but not limited to supply,

installation of required application & software.




No. 8

System integrator/ successful bidder will be

responsible for patching of OS and closing of

any Vulnerabilities in the Servers (i.e.

Application, Data Base and all related servers)

as reported by the VAPT Audit of the

Information Security as per of Bank of

Baroda’s policy. Furthermore, the up

gradation of DBMS and any other software

being utilized by the Vendor would be the

responsibility of the Vendor.

Please confirm that OS ,DB vulnerabilities will

be closed by Bank IT team as they will be

supporting the infrastructure. Bidder will be

responsible to give the input for the points

related to Applications or points impacting the

applicating functionality.

Vulnerabilities related to Infrastructure provided by

the Bank will be closed by the Bank.


No. 9

Fully functional Hardware and Software

covering entire scope of the RFP should be

installed at Company designated location

within 30 days of issuance of work order

Pls confirm that Hardware will be deployed

by Bank IT Team only.

Bank will provide Hardware with required OS

57 General General General Please confirm how many environments

(Like Production, DR , UAT ) are required by

Bank

Production & UAT at DC and DR

58 General General General Please share YoY growth so that bidder can

propose the requirements accordingly

YOY growth is around 20 % in case of debit card but

not constant. Transactions count which needs to be

considered is provided in the

Commercial bid.

59 General General General Request Bank to provide the following

volumetric details

No. of ATM/POS txn per day

No. of IMPS, UPI, BBPS, AEPS, internet

Banking transaction count per day

Data retention period

No. of users of the system

No. of concurrent users of the system

Approx. 40 lac Debit card transactions per day

Rest other products data would be provided as and

when added Data retention period as per

regulatory guidelines.

No. of users of the system around 9000

No. of concurrent users of the system

around 500

60 2 4. Pre–bid Meeting Date 23rd December 2020 (through Team

Meeting) – Vendors are required to send

their Mail IDs and other details required to

send Team Meeting invitations

Usually Bank allows 2 representatives from

the vendors to participate in the pre-bid

meetings. Hence we request the bank to

allow 2 representatives to attend the virtual

meeting.

Allowed



61 6 1. Introduction Our Bank is inviting Bids for “Selection of

Service provider for End-to-end

implementation of Universal Reconciliation

System & Dispute Handling process for Digital

Banking Channels & Products” in Bank of

Baroda. At the bank’s discretion, the same

would also need to be implemented at

Regional Rural Banks (RRBs) of Bank of Baroda

& foreign subsidiaries / territory branches on

an OPEX (operational expenditure) model.

Request the bank to advise the number of

RRBs sponsored by the Bank and its number of

foreign subsidiaries. Also advice how the data

will flow from banks foreign subsidiaries to

the proposed successful bidder system. Kindly

suggest the mechanism by which customer

disputes will be handled/resolved for the

customers of overseas subsidiaries.


subsidiaries overseas. Data will be provided

through SFTP/API. Customer disputes will be

handled / resolved by the BGSS / Bank team using

the application provided by the vendor.

62 7 3. Scope of Work Solution or bidder who directly can provide

the required solution- The solution should be

implemented at Bank, and at the Bank’s

discretion, at RRBs of Bank, foreign

subsidiaries and should cover all existing

branches / regional offices / administrative

offices. However, there may be increase in

the number of branches / offices as per the

business requirement / policies of the

Government (merger/ acquisition). Hence,

the same needs to be considered as part of

scope of work. Currently this RFP is only

related to procurement of solution for Debit

Card transaction and ATM / CR reconciliation




Request the bank to clarify what are the

channels of transactions will be initially

provided to the successful vendor. However

on the technical specification the bank has

stated reconciliation of various services such

as UPI, IMPS, AEPS, internet banking, etc.

If not all the channels initially, can the Bank

indicate the timeframe for providing the

transactions of the remaining channels.

Request the Bank to provide more clarity on

CR reconciliation.

We need clarifications on the following:

1) The projected volume of 12 crore

transactions per month is it inclusive of all

channels? If not, can the Bank indicate the

volume

2) This will help us in quoting in commercials

as well as sizing of the hardware.

First Bank will start this project with Debit Card

Recon and Grievance Handling and based on the

business requirement add other channels

during the contract period. The volume given in

the RFP is indicative volume and may increase /

decrease based on new channel inclusion,

business increase etc.



63 7 3. Scope of Work These locations, if changed, the solution be

implemented accordingly. Network

connectivity, security and other infrastructure

will be provided by the Bank.

Change in location will be at a cost to be borne

by Bank. This will be any change after the

initial implementation at the DC & DR. Also

advice where the initial activity will be

located.

The DC and DR location will be Mumbai &

Hyderabad. The Functionality of the system

provided must be WEB-Interface based wherein,

Bank/BGSS can perform the day to day

operational activity from any/all of its Operational

Hub/s, within Bank and BGSS Network.

64 7 3. Scope of Work MIS Reports generation: The solution should

also generate data files as per the format

needed by Bank from time to time

While basic reports will be provided as part of

the deliverables, additional and Adhoc

Reports will be chargeable following the

Change Request process

Bank will provide the details of report required with

the successful bidder and these reports are

required to be provided to bank without any

additional cost. Any further report required looking

to changing Business, regulatory, monitoring

requirement during the contract period is also

required to be provided without any additional cost

to Bank.

65 7 3. Scope of Work To provide details regarding Database

Design, Table Structure, Application

Programming Interface etc. so as to give the

Bank , sufficient insight on working of the

application or software. System should have

maximum automation and minimum human

intervention mechanism based on AI / ML /

Robotics etc.

Database Design Table structure are ISG IPR

and may not be able to share. Request Bank

to reconsider these points.

Moreover, as this is an OPEX model where

BGSS staff will operate the solution. At the

most we can handover the Raw data to the

bank.






However routine type of work will do done by Bank

/ BGSS team. Vendor is required to provide initial

onsite handholding / training support to train the

BGSS Staff.



66 7 3. Scope of Work Solution provider is expected to provide

adequate knowledge transfer (KT), Training

and operational guidelines to designated

bank-staff / BGSS staff / bank’s subsidiary staff

for data extraction, conversion and uploading

tasks, Report Generation Software

/ Tools installed .The Bank may provide a

centralized location for training or may ask the

successful bidder to give training at different

centers required by the Bank.

In case the training may be imparted outside

Mumbai, Gandhinagar / Baroda whether the

Bank will bear the cost of it.

No

67 7 3. Scope of Work The Solution provider must ensure that the

solution provided is compatible to integrate

with Bank’s systems, especially the CBS,/

Switch which uses oracle database, Customer

Relationship Management (SIEBEL CRM)

complaint management module, Debit Card

Management System (DCMS) etc. Any

middleware if required for necessary

integration needs to be provided by the

bidder within the same quote given for

entire solution.

Kindly clarify the following:

1. The dispute mechanism to be provided

by the successful bidder are to be integrated

with the Bank’s existing CRM.

2. The cost of middleware required may

be borne by the Bank.

Service provider to integrate its application of

Bank CRM and other applications, no additional

cost will be provided Bank will provide all required

Hardware, OS required for this.

68 10 4. Technical and Functio Features and Functional description

Sr. No.1 3 Way Reconciliation on the basis of

Switch, CBS and settlement files on T+1 basis

and submission of Reports

We usually provide reconciliation on T + 1

basis subject to availability of all correct data

to be provided by the bank. However in

some case there may be a cut-off time

differences in Switch, CBS and Network.

Reconcilaatio and settlement is required to be

done as per the Regulatory / Network / Bank

guideline.

69 19 Functional

Specifications

Note: Reconciliation should be on the basis

of ATM GL EOD balances and other GL EOD

balances in CBS for each day.

Whether the cash replenishment is

outsourced for all the ATMs of the bank. If so

the mode of receipt of C3R reports.

Some ATMs are also managed by Bank, C3R is

provided over email/SFTP

70 20 5. Evaluation process The Bank’s determination of a Bid’s

responsiveness is to be based on the contents

of the Bid itself, without recourse

to extrinsic evidence.

Request the bank to give clarity on this point. The data and facts given in the BID response would

be considered for evaluation



71 21 6. Stage 1 – Eligibility cu 4. Bidder or OEM should have experience of

3 years of deployment, monitoring and

management of reconciliation solution with a

large public/ private sector Bank, having

experience in India/abroad.

The solution offered must be already be

implemented in Private/Public Sector


minimum business mix of 4 lac crore as on

31st March, 2020.

Is the 3 years criteria, is it from the date of

purchase order or from the date of

implementation.

From date of PO

72 23 Note: At the end of contract period of 3/5 year, the

bidder must offer the solution to Bank, for

internal use for unlimited period at special

cost of INR 1.00/-

Request Bank to clarify if the cost of the

Application, IPR owned by the Proposed

Vendor, be paid to the Vendor through mutual

negotiations as the solution has been

customized to suit the Bank requirements.

Support, if any required by Bank for the

customized application should also be

chargeable, due to the complexity of the

solution.

Please clarify, during the course of

implementation there will be certain

requirements which the vendor might not

have and will have to tie up with a third party.

In this case what if the third party refuses to

share the solution / application, what will be

the penalty or the implication on this RFP.

Stand deleted appropriate decision will be taken at

the end of the contract period

73 23 Technical Criteria

Evaluation

3.Additional functionality (other than

covered in TFS) offering capability e.g.

rbotics/ Automation/ AI-ML etc.

We can provide Robotics/ Automation/ AI- ML

etc. which may attract separate commercials

which can be discussed with the

bank.

No additional cost will be paid by the Bank for

additional functionalities offered by the bidder.

74 23 Technical Criteria

Evaluation

Remaining 20 % based on of the following

broad evaluation parameters defined in this

section:

In the table, request the bank clarify the exact

weightage for each item as the total is coming

to 30% instead of 20 %.

Please check new RFP document



75 23 7. Stage 2 – Commercial Techno-Commercial Evaluation

c) The bidders who are qualifying as per the

technical evaluation criteria will only be

considered as eligible for commercial

evaluation.

d) Proposal with the lowest cost may be given

a financial score of 100 and other proposals

given financial scores that are inversely

proportional to their prices.

The proposal securing the highest combined

marks and ranked H-1 shall be recommended

for award of contract.

Clarification on whether the RFP will still be

valid in case of only one Bidder qualifies in

the Technical Evaluation. If valid, will the

Price specified in the TCO submitted with the

Commercial Bid be considered Final?

NO

76 24 7. Stage 2 –

Commercial Bid:

The bidder may quote the best competitive

price in the commercial bid as Bank may or

may not opt for Reverse Auction and in case

Bank does not opt for Reverse Auction, the

commercial bid submitted by you will be

opened to decide the L1 price.

The RFP stipulates techno commercial 80:20.

In the event the bidder is maximum marks

under technical guidelines and may not be L1

in the commercials. Request the bank to

clarify how they will evaluate under such a

scenario?

The bidder is selected based on Techno

Commercial evaluaton

77 25 Delivery Schedule The products and/or Systems and/or Services

covered under this invitation are to be

supplied, installed and commissioned within

the mentioned in RFP- 90 days.

90 days implementation period: Clarification

on whether the period of 90 days will be

calculated from date of PO

From the date of PO

78 25 Delivery Schedule Handholding for 3 month and data and

training

Request the bank to clarify whether the

handholding period for 3 months begin after

completion of 90 days of implementation

period or such date as Bank determines as

completion of installation and beginning of

hand-holding.

3 Month after implementation.



79 25 Right to Selection and R Bank has the right to award the work to one

agency or to more than one agency. Keeping

in view of the quantum of sample, sample

may be divided among the highest scorer

(H1) and the second highest scorer (H2)

segment wise. Work should be carried out at

L1 rate.

Request the bank to provide more clarity on

how the bank will distribute the work

between 2 vendors.

The vendor’s application are protected under

IPR which may pose problem in case the two

vendors are selected for such assignment.

Further this may also pose problem for

sharing the data and customer disputes.

As the bank has not spelt out the distribution

of work for more than vendor, then how the

vendor can be asked to match the L1 price.

For this work only one agency will be assigned the

work

80 34 14.4 Others The bidder shall undertake to provide

appropriate human as well as other

resources required, to execute the various

tasks assigned as part of the project, from

time to time.

Does it mean in additions to 5 technical staff

called for in the RFP or are we to provide

additional staff. If so suitable remunerations

be discussed.






However routine type of work will do done by BGSS,

Vendor to train the BGSS Staff.

81 45 Annexure 01 - Table of C 7 Performance Guarantee Performance Guarantee arises only for the

successful vendor. Does the bank mean that

vendor should type the format of the

Performance Guarantee to be enclosed in

the technical bid envelope?

Performance Guarantee has to be given by the

successful bidder

82 46 Annexure 02 - Bid Secur 2. We …………………………………… ……… ….

having our registered office at

……………………………………….(hereinafter called

the 'BIDDER') are offering security deposit of

Rs. /- (Rupees only) vide [demand draft / pay

order / issued by a scheduled/Commercial

bank] bearing No. dated [drawn on/ issued

by] (hereinafter referred to as “Bid Security”)

favoring ‘Bank of Baroda for consideration of

the Bid of the above mentioned Bidder.

The bank has stipulated that the vendors can

submit bid documents either with DD of 20

lakhs or by EMD guarantee. However this

clause is silent about the EMD guarantee.

Only declaration is required.




Commercial Bid

Maximum 90 days timeline for the Sr. 2

modules would be provided to bidder for

implementation.

Will the period of 90 days begin after

completion of 90 days implementation period

for ATM & Debit Card reconciliation

module?

90 Days from when requirement is raised.


Commercial Bid

6. Bank will provide Hardware with operating

software. Any other software required to run

the solution should be provided by the bidder.

Trust the Database license will be provided

by the Bank.

Any other software other than OS required to run

the application will be provided by bidder.

85 53 Annexure 07– Integrity Annexure 07– Integrity Pact Bank has not stipulated the amount of the

NON judicial stamp pare value for the

Integrity Pact. Can we submit as per the state

stamp duty act (which is Rs. 300/- for

Maharashtra State) or is it to be submitted

on vendors letter head.

It has to be on stamp paper as per the state stamp

duty act of maharashtra

86 61 Annexure 08– Service

Level

Penalty for delay resolution of defect Since the day to day operations will be carried

by BGSS staff, this clause needs to be

discussed with the successful bidder with

specific roles and responsibilities.

Only routine type of work will do done by BGSS,

Vendor to train the BGSS Staff.

87 7 Clause-3, Scope of Work Application and database to have separate

instance for Bank and each RRB, foreign

subsidiaries/ territory branches.

Implementation will be at DC (Mumbai) and

DR at Hyderabad.

Kindly specify the number of RRBs &

Subsidiaries; Also please clarify, whether

vendor has to create separate instances of

Application for each RRB/ subsidiary and

separate database will be provided by the

Bank?


subsidiaries overseas.

Database to be created as and when it is required.

88 7 Clause-3, Scope of

Work

The Solution involves Business Rules engine

(to enable configurability) Alerts Mechanisms

and MIS reporting based system integrated

with various organizational financial

transaction based Systems / Applications

We request the Bank to provide details of

bank's system which are expected to be

integrated.

Vendor is required to integrate his application with

Bank’s various applications like Core Baking, CRM,

SMS / Email gateway etc.

89 11 Clause-4, Technical and

Functional

Specifications, Point -2

GST calculation and invoices Requesting Bank to please elaborate on

scope/ requirement. What is required in this

part particularly in invoice?

Reporting of MIS and availability of system for

generation of GST invoices and reconciliation of

inward invoices.


Functional


Generating output files for successful txn,

failed txn, time lag txn, exceptional

transactions and preparing vouchers as

necessary.

Please clarify the time lag txn This should be the part of

reconciliation and MIS reporting


Functional


Honoring the payment messages sent by the

bank/Payment of draft issued by the bank

Please clarify; does bidder need ot authorise

payment?

This should be the part of





Functional


Case management with-in department and

outside department

Need more details on this requirement This should be the part of



Functional


Payment on account of interbank deals Need more details on this requirement This should be the part of



Functional


Age wise break up for all pending payments

for merchant

Please clarify; does desired solution need to

provide Merchant PoS (acquiring transaction)

settlement & recon?

This should be the part of reconciliation and MIS

reporting currently for Debit Card transactions


Functional


System should have capability to store and

Retrieve all the documents received from

different network and branches

Please clarify; Is this only realted to customer

disputes or any other documents also need to

be stored?

Related to all the data of reconciliation and dispute

96 38 Clause-15.6,

Majeure

Force Force Majeure Requested Changes:- the definition of Force

Majuere should also include events such as

pandemic, lockdown, quranatine restrictions

, epidemic, any act of state or Central

Government

The events will be as per standard legally used and

as per any additional guidelines by Government.

97 7 The Bank will arrange for, necessary servers,



also should replicate at Disaster Recovery Site,

Hyderabad/ other major city in India. DC and

DR will function as Active / Passive

Whether database will be provided by the

bank or needs to be quoted by bidder

Required hardware and OS will be provided by the

Bank

98 7 Currently this RFP is only related to

procurement of solution for Debit Card

transaction and ATM / CR reconciliation




What is Bank’s current transaction volume in

Recon?

Reference from commercial bid can be taken,

99 General How Bank will provide data to us from

Switch/ Server?

Data will be provided by SFTP, API,

Portals

100 General How many maximum transactions would be

considered to recommend hardware sizing?

For Debit Card

transactions per day.

aprox 40 lacs

101 23 Note: At the end of contract period of 3/5 year, the

bidder must offer the solution to Bank, for

Request Bank to clarify if the cost of the

Application, IPR owned by the Proposed

Stand deleted.


internal use for unlimited period at special

cost of INR 1.00/-

Vendor, be paid to the Vendor through mutual

negotiations as the solution has been

customized to suit the Bank requirements.

Support, if any required by Bank for the

customized application should also be

chargeable, due to the complexity of the

solution.

Please clarify, during the course of

implementation there will be certain

requirements which the vendor might not

have and will have to tie up with a third party.

In this case what if the third party refuses to

share the solution / application, what will be

the penalty or the implication on this RFP.



3

The Bidder should have a minimum annual

turnover of Rs. 100 crore per year during last

three financial years i.e., 2016-17, 2017-18,

2018-19.

Request bank to consider," The bidder should

have minimum annual turnover of Rs 100

Crore in at least two of the last three years i.e.,

2017-18, 2018-19, 2019-2020."

The bidder must be having annual turnover of Rs 100 crore in at least two of the last three years i.e., 2016-17, 2017-18, 2018-19.


Corrigendum cum Addendum dated 18.01.2021

RFP Reference Number: BCC: DB: DCOT:112:1117 Dated:10.12.2020 Selection of Service provider for End-to-end implementation of Universal Reconciliation System & Dispute Handling process for Digital Banking Channels & Products

We request reference to our captioned RFP Dated:10.12.2020 We give below necessary modifications/additions/deletions pertaining to various clauses contained in the captioned RFP. Please note that this Corrigendum cum Addendum forms integral part of the RFP. There are no changes in any other terms or conditions except as mentioned below. All other terms & conditions of the RFP/ Previous Corrigendum remain unchanged

S.No. Existing Clause Revised Clause

1 Last Date of Submission of RFP Response (Closing Date) Page2 of RFP Document

1st February 2021 at 3 PM

2 Eligibility Cum Technical Bid Opening Date , Page 2 of RFP Document

1st February 2021 at 4 PM

3 Bid Security (Earnest Money Deposit) - Rs. 20,00,000 - , Page 2 of RFP Document

Nil (Only Bid Security Declaration required)

4

14.3 Performance Guarantee The successful vendor shall provide a Performance Guarantee within 30 days from the date of receipt of the order or signing of the contract whichever is earlier in the format as provided in Annexure 06 to the extent of 10% of the total contract value (excluding Postal franking value) for the contract period plus 3 months and such other extended period as the Bank may decide for due performance of the project obligations. The guarantee should be of that of a scheduled commercial Bank or any nationalized bank, other than Bank of Baroda Page no 33 of RFP Document

The successful vendor shall provide a Performance Guarantee within 30 days from the date of receipt of the order or signing of the contract whichever is earlier in the format as provided in Annexure 06 to the extent of 3% of the total contract value (excluding Postal franking value) for the contract period plus 3 months and such other extended period as the Bank may decide for due performance of the project obligations. The guarantee should be of that of a scheduled commercial Bank or any nationalized bank, other than Bank of Baroda

5 Annexure-2 -Bid Security Letter

Revised Annexure-2 - Bid Securing Declaration Form, as enclosed

6 Annexure-3 Stands Deleted

7 Annexure 05–Commercial Bid Revised Annexure 05 - Commercial Bid ,as enclosed

Except the above changes (Pre-bid response and Corrigendum cum Addendum dated 18.01.2021) all other Terms of the RFP remains unchanged and all other modification sought by the bidders are not accepted by the Bank.


Annexure 02–Bid Securing Declaration Form Bid Securing Declaration Form

Date: ___________________ Tender No. _________________

To

Head- Digital Banking & Payment Business

Digital Banking & Payment Business Department,

Bank of Baroda, (Head Office)

1st Floor, Baroda Bhawan, Alkapuri Rd, Vishwas Colony, Baroda- 390007

We. The undersigned, declare that:

We understand that, according to your conditions, bids must be supported by a Bid Securing

Declaration.

We accept that we may be disqualified from bidding for any contract with you for a period of 3 year from the date of notification if we are in a breach of any obligation

under the bid conditions, because

We

a) have withdrawn/modified/amended, impairs or derogates from the tender, our Bid during the period of bid validity specified in the form of Bid; or

b) having been notified of the acceptance of our Bid by the purchaser during the period of bid validity (i) fail or refuse to execute the contract, if required, or (ii) fail or

refuse to furnish the Performance Security, in accordance with the Instructions to Bidders.

We understand this Bid Securing Declaration shall cease to be valid if we are not the successful Bidder, upon the receipt of your notification of the name of the successful

Bidder.

Signed: (insert signature of person whose name and capacity are shown)

in the capacity of (insert legal capacity of person signing the Bid Securing Declaration)

Name: (insert complete name of person signing he Bid Securing Declaration)

Duly authorized to sign the bid for an on behalf of (insert complete name of Bidder)

Dated on _____________ day of ___________________ (insert date of signing)

Corporate Seal (where appropriate)

(Note: In case of a Joint Venture, the Bid Securing Declaration must be in the name of all partners to the Joint Venture that submits the bid)


Annexure 05–Commercial Bid (Revised)

Description Slabs as per transaction volume per month

Amount in Paise(A)

Volume Per month is presumed at 12 Crore transactions(B)

Total cost in Rs.**(C=A*B)

Total cost of ownership (D=C*36)

Reconciliation Charge per transaction

Slab 1: Up to 4 Crore M** 4,00,00,000 D1

Slab 2: Above 4 Crore and Upto 8 Crore

N** 4,00,00,000

D2

Slab 3: Above 8 Crore and up to 12 crore and above

O** 4,00,00,000

D3

Total XXX 12,00,00,000 XXX XXX

Total Cost of ownership Total of (D1+D2+D3)

Please note – the cells wherein “XXX” is given needs to be kept blank by the bidder **e.g. if the reconciled transaction count for a given month is 14 crore, then the total cost should be calculated as follows:- Rs. (4 crore X M+4 crore X N +6 crore X O)/100 1. Sr.1 pertaining to ATM & Debit Card module is priority & mandatory. Modules pertaining to Sr. 2 IMPS/UPI/NEFT etc. is optional at bank’s discretion to avail. Maximum 90 days timeline for the Sr. 2 modules would be provided to bidder for implementation.

2. Detailed Specifications of all Hardware, Operating software, Components etc. for the above modules to be attached separately in the Technical Bid, supported by Technical Literature/Product Catalogues/Brochures, etc. This is Mandatory.

3. Price quoted should be excluding Sales tax, VAT, GST, Road Tax, Octroi etc. as applicable in respective State.

4. In case of discrepancy between figures and words, the amount in words shall prevail.

5. No increase in costs, duties, levies, taxes, charges, etc., irrespective of reasons (including exchange rate fluctuations, etc.) whatsoever, shall be admissible during the currency of the Contract.

6. Bank will provide Hardware with operating software. Any other software required to run the solution should be provided by the bidder.

Signature of Bidder: Name :

selection of service provider for end-to-end

Documents