Bank Of India Head Office Card Products Department Mumbai CARD RFP_DEC16.pdf · Head Office Card Products Department Mumbai ... Head Office, Card Products Department, ......

Tender No. BOI: CPD: DEBIT: 2016-17/005 dated 07/12/2016 07swss07070707/12/2DDDD20/07/2016

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Bank Of India Head Office

Card Products Department Mumbai

BIDDING DOCUMENT

BID FOR

Outsourcing of “End to End” Debit Card

Personalization and collaterals for Magstripe-cum-EMV Chip Cards and Contact less Cards

Ref: BOI:CPD:DEBIT CARDS: 2016-17/005

Dated: 07/12/2016


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CONTENTS

PART DESCRIPTION

1. INVITATION TO BID (ITB)

2. INSTRUCTIONS FOR BIDDERS (IFB)

3. TERMS & CONDITIONS OF CONTRACT (TCC)

4. FUNCTIONAL SPECIFICATIONS & DELIVERABLES (FSD)

5. SCOPE OF THE WORK

6. PRICE, TIME AND PAYMENT SCHEDULE

7. BID FORMS

8. PRESCRIBED FORMATS

It is hereby clarified that the Bid/ response to the RFP should be submitted in the exact format given herein without making any changes/alterations to the RFP document. Any change/alteration made to the RFP document by the participant would make his Bid/ response to the RFP void and the same shall be liable to be rejected by the Bank without further going to the merits of the tender. It is also clarified that in case of any difference/change between Bid/ response to the RFP document submitted by the participant and the RFP document maintained by Bank of India (Bank), would be considered as authentic and binding on the participant.


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Bank of India Head Office, Card Products Department, Star House-II, 1st Floor, C-4, “G” Block

Bandra-Kurla Complex, Bandra(East) Mumbai 400 051

Tender No. BOI: CPD: DEBIT CARDS:2016-17/005 Dated:07/12/2016

Project: Outsourcing of Magstripe-cum-EMV Debit Card Personalization with Plastic, Chip and Collaterals (services of second vendor).

PART – 1: INVITATION TO BID (ITB)

BANK OF INDIA invites wax sealed Bids from eligible Bidders having relevant work experience for taking up “End-to-End” Magstripe-cum-EMV Debit Card Personalization, plastic, chip and collaterals as well as other related Back Office Operations for issuance of EMV Chip Cards and contact less cards (other than DCMS). This RFP is for second vendor due to increase in card volume. However, Bank may require services of two vendors-L1 & L2 under this RFP depending upon the volume wherein L2 will be matching commercials of L1.

1. The bidder who will participate in the bid process are required to fulfill all the eligible criteria as mentioned in Para No.-3, PART – 2: GENERAL INFORMATION/ ELIGIBILITY CRITERIA AND INSTRUCTIONS FOR BIDDERS (IFB)

2. Availability of Forms:

The RFP is downloadable from the Website of the Bank. However a cost of Rs25,000/- (non-refundable) is to be submitted in the form of pay order/demand draft favoring “Bank of India, RFP for Debit Card Personalization” payable at Mumbai at the time of submission of the proposal at the following address: Bank of India , Head Office, Card Products Department, Star House-II, 1st Floor, C-4, “G” Block Bandra-Kurla Complex, Bandra (East), Mumbai 400 051

3. The time schedule is as under:

a. Date of availability of Bid documents on the Web site

07/12/2016

b. Last date for submission of pre-bid queries

17/12/2016

c. Date time and Place for Pre-bid meeting/discussion

29/12/2016 at 3.00 pm

Bank Of India Head Office, Card Products Department,

Star House-II, 1st Floor, C-4, “G” Block Bandra-Kurla Complex, Bandra(East) Mumbai 400 051


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d. Last date for submission of Bids 07/01/2017 up to 16.00 (4.00 pm) Bids submitted after the date and time mentioned above will not be opened.

e. Date , t i m e and Place of Opening of Technical Bid

17/01/2017 at 15.00 hours (3.00pm) Bank Of India Head Office, Card Products Department, Star House-II, 1st Floor, C-4, “G” Block

Bandra-Kurla Complex, Bandra(East)

Mumbai 400 051 f. Place, Date and Time of opening of Financial Bid

Bank shall notify the bidders whose technical Bid has been considered acceptable by the Bank indicating the date, time and place for opening of the financial bids in the presence of short listed bidders.

g. Cost of Bid Documents INR 25000/- (Rupees Twenty Five Thousand only) (Non-refundable) By means of a Pay Order or DD only favoring “Bank of India, RFP for Debit Card Personalization”, payable at Mumbai.

h. Address for communication Deputy General Manager Bank of India Head Office, Card Products Department Star House-II, 1st Floor, C-4, “G” Block Bandra-Kurla Complex, Bandra(East) Mumbai 400 051 Phone : 022-61319452

022-61312932 Email :[email protected]

[email protected] [email protected] Website: www.bankofindia.com

i. Earnest Money Deposit The bid document should be accompanied by earnest money deposit of Rs 10,00,000.00 (Rupees Ten lacs in the form of demand draft / pay order in favor of the bank of India payable at Mumbai. EMD shall be taken by way of demand draft/pay order only.

j. Bid Document Availability Bidding document to be downloaded from the Bank’s website

k. Performance Guarantee

Successful Bidder will be required to submit Performance Guarantee of Rs 1,00,00,000.00 (Rupees One Crores only) , valid up to the contract period plus six months.

4. Tenders are being called on Two Covers Bid system of tendering, consisting of ‘TECHNICAL BID’ and ‘FINANCIAL BID’.

5. All Bids must be accompanied by a Bid security as specified in the Bid document and must be delivered at the above address before the date and time indicated above.

6. Bank of India reserves the right to accept or reject in part or full any or all the bids

mailto:[email protected]

mailto:[email protected]

http://www.bankofindia.com/


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without assigning any reasons.

7. Our Existing Card personalization Vendor M/S Madras Security Printers is not eligible to participate in this bid, because Bank wants to outsource the activity from two/three different vendors.


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PART – 2: GENERAL INFORMATION/ ELIGIBILITY CRITERIA AND INSTRUCTIONS FOR BIDDERS (IFB)

1. General Information

1.1 Bank of India has arrangement with VISA International, MASTER CARD Global and National Payment Corporation of India (NPCI) for issuing Debit Cards (Magstripe as well as EMV Cards). Presently the Bank is having a card base of more than 360 lakhs.

1.2 At present Bank of India is issuing/renewing different variants of master, VISA, a n d Rupay cards, for Bank of India and its affiliated Regional Rural Banks (RRB) as personalized (with the name of the card holder embossed on the card / non-personalized (name of the card holder not embossed on the card) and the bidder should be prepared to issue any new cards for different scheme as and when required by the Bank. No additional cost will be given for development of any new product, during the contract period. Cards may or may not be Aadhar enabled as per Bank’s requirement. These Cards will be EMV Cards only.

1.3 The successful bidder will be required to develop the system to receive

Card Embo file data from the Bank or Bank’s outsourced DCMS vendor on daily/ multiple times in a day. The Embo file provided shall have details of Card Perso only without any direct linkage with PIN. The branches shall issue Instapins in all cases.

1.4 The card application data shared by the Bank with the vendor on daily basis/ with multiple cut-off options, as per Bank’s requirements. These data will be downloaded by the vendor on daily basis at their location for Card Personalization and Pin Printing.

1.5 Vendor will also be required to send separate file to Bank’s FINACLE

system for updating the Card issuance status on daily basis. Bank would require the file in a specified format which would be shared by the Bank. The entry in Finacle shall be undertaken by the Bank only.

1.6 Vendor will be responsible for providing application tracking system to

Branches, i n tie up with the courier co/ India Post, so that Branches themselves can track the status (up to the delivery level). The successful

bidder shall be required to provide the details of dispatches made to our Data Centre in a specific format giving details of card no., date of dispatch, AWB no. and courier service/postal Dept name. Further details shall be discussed with the successful bidder.

2. Requirements and Specifications:

2.1 All our branches and all the Branches of each sponsored RRBs operate

under a single Core Banking Solution separately for their own Bank. We intend to issue E M V c h i p Debit Cards to all our Bank as well as RRB eligible customers, and new customers by way of Welcome Kit (in affiliation with Master Card/Visa or Rupay). In addition the


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selected Service provider will also have to process Non Personalized Cards i.e. Ready Kits (under Master card/ Visa or Rupay affiliation), which will be activated subsequently. All the cards will be Magstripe-cum EMV chip cards.

It is proposed to avail the services on “ End to End”. EMV Debit card Personal i zat ion Activity and related Back Office functions, including Plastic a n d C h i p procurement, Card personalization, procuring and printing of the collaterals, stuffing and handing over to Courier Company/ India post as per Bank directions. Bidder will be required to arrange for dispatch of the Cards/Pins through Postal Dept/Courier service. The cost will be borne by the Bank for dispatch charges. The requirement and specifications are detailed in Part 4 – Functional Specifications and Deliverables.

2.2 The Data files for Card Personalization will be sent to the Service Provider

for card production. The Data flow will be as under :

2.3 All Data files are sent to Service providers for card production by our Bank/ Vendor with multiple cut-offs, on a single day. The Service Provider shall receive the files in their system, prepare the cards and Pins and then dispatch the EMV Debit cards to the respective branches and PIN mailers to the customers or together (As per bank’s request Pins pertaining to the card holders of the Branches of a particular zone may be required to be dispatched in a single lot to the respective Zonal office, Vendor’s system should be required to print the pins in zone wise group) in an inactive form, as advised by the Bank from time to time. This file transmission may be once or multiple times in a day as per Bank’s choice. Bank issues two types of cards:1) Ready kits- They have the Pins with them and need not be given separately,2) Personalized cards- For them Insta pins are given separately by the branch. Bank provides Instapins which can be used by any of the branches and for this purpose, bulk printing and dispatching of Instapins by vendor will be required.

2.4 The generation of PIN/ insta-pin mailers and dispatch to Cardholders or to zonal

offices/Branches as advised by the Bank from time to time, will be taking place from either Bank’s or Vendor’s premises. The Service Provider is required to make their own arrangements for necessary infrastructure / manpower etc., for this purpose. PIN data will be provided by the Bank’s DCMS partner. PIN printing will be done at bank’s premises.

2.5 i) Service Provider must provide dedicated staf f at our of f ice to at tend

Branch/Customer quer ies, regarding status of the card/Pin request . One dedicated staf f wi l l be required at the Bank premises to provide the repl ies to quer ies/maintaining of MIS.

iii. Selected Vendor will be required to prepare file as per Bank’s requirement for updating card issue with dispatch details, and for sending SMS after card dispatch and hand over the same to the Bank or vendor identified by the Bank for sending SMS alerts. This file sending may be in batch mode for card dispatch. Card vendor does not send the SMSs. It is done by the DCMS vendor/Bank.


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3. Eligibility Criteria of Bidder

3.1 The Bidder -

i) Should own the operating system for cards, developed by them, and should

be a VISA, MASTER CARD and NPCI(RUPAY) certified card personalization

bureau/agency having thorough knowledge of various aspects of EMV Debit

card personalization and operations. If any other Card Schemes comes in future,

and Bank intends to issue their cards, bidder will get them certified with that

scheme also at their own Cost, as per requirement of the Bank.

ii) Should have at least Five years’ experience in managing entire C a r d

Personalization operations of Debit Cards two public sector Banks Debit cum

ATM cards VISA / MASTER CARD /RUPAY schemes. Bidder will also be

required to have experience of minimum two years for card personalization

and management of EMV cards, with in the overall experience of Five years, will

be eligible to participate in the bid.

Or,

Should be presently handling at least one Crore card (out of which minimum

10.00 lacs EMV chip cards) issuance annually in aggregate for all the banks

together. The year will be 12 months prior to the date of application for RFP.

Total EMV chip cards, issued by the bidder since inception should be

minimum 20.00 lacs.

iii) Bank will not bear any cost for registration and certification with

VISA/MasterCard/NPCI and/or any other schemes in future.

iv) The Bidder must have capability and infrastructure to generate at least 30,000

cards or more per day for the Bank, however the Bank will be under no obligation

to commit any minimum volume of business. In case Bank’s requirement

increases, bidder should have the capacity to increase the infrastructure,

maximum within three months for catering Bank requirements.

v) Should have been registered as third party service provider with MasterCard,

VISA and Rupay for EMV Debit Card Personalization for at least three reputed

bank (out of which at least two should be a public sector Bank).

vi) Should be presently handling at least one crore card (out of which minimum 10.00

lacs EMV Chip Cards) issuance annually in aggregate for all the banks together.

The year will be 12 months prior to the date of application for RFP. Total EMV

chip cards, issued by the bidder since inception should be minimum 20.00 lacs.

vii) The Bidder should have minimum annual turnover of ` 50.00 Crore during the past

two Financial Years. Bidder should be profit earning for the past three years

and should have adequate liquidity to handle the business.

viii) The Bidder should not have any past reported/recorded incident of any breach


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of security or data compromise, notified by the Bank/ IBA/ MasterCard/Visa/NPCI/ RBI or

any other authorities during the past three years in India.

ix) The Bidder should not have been blacklisted by any Bank/ Financial Institutions/

RBI/ Bank Association or any other Authority in India.

x) The Bidder should not have been defaulter to any Bank, RBI or any other

organization.

xi) The Bidder should have capacity to launch any new type of the card or incorporate any additional feature in their system as per RBI/ IBA/GOI directives or Bank of India requirements, whether mandatory or not. xii) The bidder should have PCIDSS version 3.0 compliant card generation and

processing center, hosted/ co-hosted at a minimum tier-II data center. Application used by the bidder should be PADSS latest version compliant. In case Master, Visa and Rupay Compliances are already in place there is no need of separate PCIDSS/PADSS compliance.

xiii) Should have an existing Business continuity Plan and Disaster Recovery Site with

proven real-time replication, with separate MasterCard MIP & Visa VAP facilities at DR site or with necessary tie-up with other Banks / Institution and communication setup.

xiv) The Bidder should be able to provide end-to-end offsite solutions for Debit card

personalization operations under outsourced model, as specified in scope of work given in this RFP, from their premises in India. Further, Bidder should provide access of host system at any location as required by the Bank.

xv) The Bidder should be capable of issuing EMV compliant chip card with Magistrate, with

experience of at least two years for issuing EMV Cards as on the date of the Bidding. The Bidder should be certified for issuance of EMV cards, with VISA/Master Card and NPCI and will get themselves certified with any other agency coming in future.

xvi) The Bidder should have a successful PCI-DSS compliance certificate for the

operation and Data Center for the current and two previous consecutive years, with latest version 3.0 . In case Master, Visa and Rupay Compliances are already in place there is no need of separate PCIDSS/PADSS compliance.

4. Cost of Bidding Document The RFP is downloadable from the Website of the Bank. The interested respondents may download the bidding document from the website of Bank of India: www.bankofindia.com. Cost of RFP is Rs 25,000/- (Rupees Twenty Five Thousand only) ,which is non-refundable is to be submitted in the form of pay order/demand draft favoring “Bank of India, RFP for Debit Card Personalization” payable at Mumbai at the time of submission of the proposal at Bank of India Head Office, Card Products Department, Star House-II, 1st Floor, C-4, “G” Block, Bandra-Kurla Complex, Bandra(East) Mumbai 400 051. The bidder shall bear all costs associated with the preparation and submission of the bid, and the Bank will in no case be responsible or liable for these costs, regardless of the conduct or outcome of the bidding process. Unsuccessful bidder’s bids will not be returned.

5. Contents of Bid Document


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5.1 The services required, bidding procedures, and contract terms are prescribed in the Bid document. The Bid Document includes the following:

5.1 a) Part – 1: Invitation to Bid (ITB) 5.2 b) Part – 2: General Information/Eligibility Criteria and Instruction for of the

Bidder (IFB) 5.2 c) P a r t – 3: Part 3 - Terms and Conditions of Contract (TCC) 5.2 d) P a r t – 4: Functional Specifications and Deliverables (FSD) 5.2 e) Part -- 5 Scope of the work. 5.2 f) Part – 6: Price, Time and Payment Schedule 5.2 g) P a r t – 7: Bid Forms 5.2 h) P a r t – 8: Prescribed Formats

5.2 The Bidder is expected to examine all instructions, forms, terms and conditions and specifications in the Bid Document. Failure to furnish all information required by the Bid Document or to submit a Bid, not substantially responsive to the Bid Document in any respect will be at the Bidder’s risk and may result in the rejection of the Bid. 5.3 The bidder shall not, without the Bank’s prior written consent, make use of any document or information enumerated in IFB clause 5.1 except for purposes of performing the Contract.

6. Clarification of Bid Document

A prospective Bidder requiring any clarification of the Bid Document may notify the Bank in writing or through e-mail at the address indicated in ITB. However, Bank reserves the right not to reply all the mails received from the bidders except for the important points generally raised by all the bidders or as it deemed fit.

7. Amendment of Bid Document

7.1 At any time prior to the deadline for submission of bids, the Bank, for any reason , whatsoever , at its own initiative or in response to a clarification requested by a prospective bidder, may modify any term or condition of the Bid document by an amendment. Such amendments will be put on the website.

7.2 In order to allow prospective bidders reasonable time in which to take the amendment into account in preparing their bids, the Bank, at its sole discretion, may extend the deadline for the submission of bids. Such extension will be notified on the website. 8. Bid Form The Bidder shall complete all the columns of Bid Forms and the Price Schedule furnished in the Bid Document.

9. Bid Prices

9.1 Prices quoted by the Bidder shall remain fixed during the Contract period and shall not be subject to any variation on any account, including exchange rate fluctuations, changes in taxes, duties, levies, charges etc. A Bid submitted with an adjustable price quotation will be treated as non-responsive and will be rejected. However if the cost of the Inputs are reduced by more than 20% or the market price of the product is reduced by more than 20%, Bank will have the right to re-negotiate the rates, after giving three months’ notice to the vendor. 9.2 Prices should be quoted both in words and figures. In case of any discrepancy in amount quoted in words and figures the lower price o f t h e t w o amount quoted will be


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considered as bid price, if bidder will not accept the same, bid will be rejected and bid security will be forfeited.

10. Bid Currencies

Bids are to be quoted in Indian Rupees only.

11. Bid Security

The Bidder shall furnish, as part of its Bid, a Bid security of R s 10,00,000/- (Rupees Ten lacs only ). The Bid security shall be interest free, in Indian Rupees and shall be in one of the following forms:

11. i Banker’s Cheque / Demand Draft favoring “Bank of India” drawn on any nationalized bank or private bank acceptable to Bank of India, payable in Mumbai.

Any bid not accompanied by the Bid security as mentioned above, will be rejected by the Bank, as non-responsive.

Unsuccessful bidder’s bid security will be discharged or returned as promptly as possible but in any case within 60 (sixty) days from the date of expiry of the period of bid validity prescribed by the Bank.

Interest is not payable on the bid amount.

The successful bidder’s bid security will be discharged upon after the bidder signing the Contract.

11. ii The bid security shall be forfeited in the following events:

If a bidder withdraws their bid during the period of bid validity specified by the bidder on the bid form

OR

If a bidder makes any statement or encloses any document which turns out to be false / incorrect at a later date

OR

In the case of a successful bidder, if the bidder fails to sign the Contract within the stipulated period.

12. Period of Validity of Bids

12.i. Bid shall remain valid for a period of 180 (one hundred eighty) days from the date of opening of the technical bid. The Bank shall reject a bid valid for a shorter period as non-responsive.

12.ii. In exceptional circumstances, the Bank may solicit the Bidders’ consent to an extension of the period of validity. The request and the responses thereto shall be made in writing. The Bid security provided shall also be suitably extended. A Bidder may refuse the request without forfeiting its Bid security. 13. Signing and Submission of Bid

13.i Participation in the bidding process implies participant’s consent to all the terms and conditions and other requirements contained in any part of the bid document.

13. ii The Bid shall be typed or written in indelible ink and shall be signed by the Bidder or person or persons duly authorized to bind the Bidder to the Contract. The person or


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persons signing the Bids shall initial all pages of the Bids.

13. iii Any alterations, interlineations, erasures, or overwriting shall be valid only if they are authenticated by full signature of the person signing the Bids.

13. iv. Each bid should be submitted in two parts, as mentioned below:

A. Technical Bid

And

B. Commercial Bid. The bidder shall wax seal the “Technical Bid” and “Commercial Bid” in two

separate envelopes. The envelope containing Technical Bid shall be marked “TECHNICAL BID for Outsourcing of EMV Debit Card Personalization”. The envelope containing Financial Bid shall be marked “COMMERCIAL BID for Outsourcing of EMV Debit Card Personalization”

The two bids shall be put in a third outer envelope and wax sealed. This envelope shall bear the legend “Bid for Outsourcing of EMV Debit Card Personalization”.

All the three Bid envelopes shall bear Bank’s address given in section 4 of Part

1 (ITB) and each should bear the Bidder’s name and full address.

Any bid envelope not bearing the prescribed legends or Bidder’s and Bank’s

name and address will render the bid invalid.

If the envelopes are not sealed and marked, the Bank will assume no responsibility for the Bid’s misplacement or premature opening.

14. A: Documents to be put in Envelope containing Technical Bid are:

1. Bid Form in the format provided in Part 6 of this Bid Document.

2. Additional Information on Company’s letterhead as per specimen provided in Part 7 – Form 3, of this document.

3. Copy of the un-expired, certification from VISA/ MASTER CARD International and NPCI as per item 3.1.of Part–2.

4. A bank-wise summary of ATM / Debit Card personalized during the last 5 years for magstripe cards and past two years for EMV cards, incorporating following details:

Names of the Banks Number of ATM and Debit Cards, EMV chip cards handled so far with

Bank wise and year-wise break-up (separate figures for ATM and Debit cards), with average monthly volume

Details of other services provided with respect to the Debit Card management

5. Undertaking to:

a. Deposit the necessary registration fees with the Bank for registration with MasterCard, VISA and NPCI to be a third party service provider to the Bank

b. Pay necessary renewal fee to the Bank for the Registration with


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MasterCard/VISA/NPCI to be a third party service provider to the Bank.

c. Comply with all such mandates as prescribed by MasterCard , VISA and NPCI from time to time to be a third party service provider to the Bank

d. Execute all such necessary agreements/ documents as prescribed by MasterCard ,VISA and NPCI from time to time to be a third party service provider

6. Referral Letters from the client Banks clearly stating the nature of jobs handled by the bidder for the Bank and Name of the contact person at these Banks with Designation, Postal Address, Contact Phone and Fax numbers, E-Mail IDs, etc.

7. Addresses of the Centers where infrastructure facilities exist should be furnished. Centre-wise detailed list of make, model, year of manufacture of equipment / machinery with installed capacity in terms of number of Cards that could be processed per day as well as operating system(s), RDBMS(s) and application software should also be furnished, to the extent available, with the technical bid. In any case full details would be required to be furnished before execution of contract. A relevant document or self-certification furnishing the card personalization capability with regards to eligibility term should also be furnished.

The Bank reserves right to inspect such installation/s while evaluating the Technical Bid. The Bidder has to bear all the cost for such inspections.

8. Details of disaster recovery / business continuity plan of the company and address of the alternate site for data storage and set-up is to be provided by the bidder as a separate annexure.

9. Proposal Form (FORM 1 in Part – 7) completed and duly signed by the Bidder.

10. Bid Security of R s 10,00,000/- (Indian Rupees T e n l a c s only) as per item 11

of Part – 2.

11. Details of the subcontracting should be provided if any of the processes involved in Card management, is sub-contracted to other service provider.

12. Any other document bidder wishes to produce in support of the facts in the bid submitted by it.

Note: i. Any Technical Bid not containing any of the above documents will be rejected. ii. Any Technical Bid containing any price information will be rejected.

B. Envelope containing Financial Bid should have the following documents:

1. Bid Form in the format provided in Part 6 of this Bid Document.

2. Price Schedule – Part 5.

15 .Deadline for Submission of Bids

15.i Proposals must be received by the Bank at the address specified in section 4


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of ITB, not later than 1600 hours (4.00P.M) on 07/01/2017

15.ii Bidders submitting the bids through postal / Courier services should ensure that the bids are received in Bank’s office well before the deadline set for the same.

15.iii The Bank may, at its discretion, extend this deadline for the submission of Bids by amending the Bid Documents, in which case, all rights and obligations of the Bank and Bidders previously subject to the deadline will thereafter be subject to the deadline as extended.

16. Late Receipt of Bids

Any Bid received by the Bank after the prescribed deadline for submission of Bids, will be rejected and returned unopened to the Bidder.

17. Modification and Withdrawal of Bids

17.i The Bidder may modify or withdraw their Bid, provided they send a written notice of the modification, and including substitution or withdrawal of the Bids and it is received by the Bank, before the deadline prescribed for submission of Bids.

17..i i The Bidder’s modification or withdrawal notice shall be prepared, sealed, marked and dispatched to the Bank in the same way of the bid to the address mentioned in Bank’s address given in section 4 of Part 1 (ITB) and each should bear the Bidder’s name and full address.

17.iii No Bid shall be modified after the deadline for submission of Bids.

17.iv No Bid shall be withdrawn in the interval between the deadline for submission of Bids and the expiry of the period of Bid validity specified by the Bidder on the Bid Form. Withdrawal of a Bid during this interval shall result in the forfeiture of its Bid security.

18. Opening of Bids by the Bank

18.i The Bank will open all Technical bids in the presence of Bidders’ representatives who choose to attend, at the time, on the date, and at the place specified in ITB.

18.ii The Bidders’ names, bid modifications or withdrawals and the presence or absence of requisite bid security and such other details as the Bank at its discretion may consider appropriate, will be announced at the time of opening of bids. No bid shall be rejected at this stage, except for late bids, which shall be returned unopened to the Bidder.

18.iii Bids (and modifications sent) that are not opened at Bid Opening shall not be considered further for evaluation, irrespective of the circumstances. Withdrawn bids will be returned unopened to the Bidders.

19. Preliminary Examination

19.i The Bank will examine the Bids to determine whether they are complete, required security has been furnished, the documents have been properly signed, and the Bids are generally in order. Bids signed by agents shall be treated as non- responsive.

19.ii The Bank may waive at its sole discretion any minor infirmity, nonconformity, 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. Bank’s decision in this respect shall be final and binding on all the bidders.


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19.iii Prior to the detailed evaluation, the Bank will determine the substantial responsiveness of each Bid to the Bid Document. For purposes of these Clauses, a substantially responsive Bid is one that conforms to all the terms and conditions of the Bid Document without material deviations. Deviations from, or objections or reservations to critical provisions, such as those concerning Bid Security, Applicable Law and Qualification Criteria will be deemed to be a material deviation. 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.

19.iv If a Bid is not substantially responsive, it will be rejected by the Bank and may not subsequently be made responsive by the Bidder by correction of the nonconformity.

19.v Only those bidders whose technical bids have been found substantially responsive would be intimated by the Bank about their responsiveness.

19.vi Financial Bids would then be opened in the presence of the technically responsive bidders’ representatives on a specified date and time to be intimated to the respective bidders.

20. Clarification of Bids

During evaluation of the Bids, the Bank, at its discretion, may ask the Bidder for clarification of its Bid. The request for clarification and the response shall be in writing, and no change in the prices or substance of the Bid shall be sought, offered, or permitted.

21. Opening of Financial Bids

After evaluation of Technical Bid, Bank shall notify the Bidders whose Technical Bid has been considered acceptable by the Bank indicating the date, time and place for opening of the financial Bids in the presence of Short listed bidders.

22. Evaluation and Comparison of Financial Bids

22.i The Bank will evaluate and compare the Financial Bids that have been determined to be substantially responsive.

22.ii If there is a discrepancy between words and figurers, the lower price o f the two will prevail. If the bidder does not accept the lower price ,its bid will be rejected, and its bid security shall be forfeited.

22.iii The Bank’s evaluation of a Financial Bid will take into account, in addition to the Bid price quoted, one or more of the following factors:

deviations in time specified for rendering each of the services covered under the bid;

deviations in payment schedule from that specified;

other specific criteria indicated in the Bid and / or in the Technical Specifications

For factors retained in the bid, one or more of the following quantification

methods will be applied:

1. Deviations in Time Schedule (Part 5):

Services covered under this document are to be rendered within the time


Page No. 17

specified for each activity; Penalty @ 5% % of the bid price per day up to 2 days and 10% per day after two days delay will be added for bids offering delayed services. No credit shall be given for early performance.

2. Deviations in Payment Schedule (Part 5):

If the bid deviates from the payment schedule prescribed in the Financial Bid and if such deviation is considered acceptable to the Bank, the bid will be evaluated by calculating notional interest earned @ 15% p.a. on estimated monthly payment for any early payment involved in the terms outlined in the bid as compared to those stipulated in the bid document and proportionately apportioned to the prices.

23. Contacting the Bank

23.i No bidder shall contact the Bank on any matter relating to its bid, from the time of

opening of bid to the time the contract is awarded.

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

comparison or contract award, shall result in disqualification of the Bidder.

24. Notification of Award

24.i Prior to expiry of the period of Bid validity, the Bank will notify the

successful Bidder in writing or by e- Mail and or by Fax that their Bid has been

accepted.

24.ii The notification of award will constitute the formation of the Contract.

24.iii Upon the successful Bidder’s signing the contract, the Bank will promptly

notify each unsuccessful Bidder and will discharge its Bid security.

25. Signing of Contract

25.i After notifying the successful Bidder that its Bid has been accepted, the Bank will send the Bidder the Contract Form incorporating all agreements between the parties.

25.ii Within fifteen (15) days of receipt of the Contract Form, the successful Bidder shall sign and date the Contract and return it to the Bank.

25.iii Failure of the successful Bidder to comply with the requirement of Clause a b o v e shall constitute sufficient grounds for the annulment of the award and forfeiture of the Bid security, in which event; the Bank may make the award to the next lowest evaluated Bidder or call for new Bids.

26. The RFP would bind neither the Bank in any contract nor it is an offer of an assignment/contract. The Bank reserves the right to accept any bid/ proposal or reject any or all the bids/ proposals received in response to the RFP and to cancel the entire process at any time prior to award of the assignment/contract, without thereby incurring any liability to the affected respondent/s.

27. Successful bidders will be required to furnish performance security of R s 1,00,00,000.00 (Rupees One Crore Only), to be annually renewable so that it

will be valid for the entire Contract period ,in the form of Bank Guarantee of a public sector Bank/ reputed private sector/ foreign Bank as per the Banks requirement at the time execution of SLA.

Note: Not withstanding anything said above, the Bank reserves the right to reject / award the contract to any vendor or cancel the entire process


Page No. 18

without assigning reasons thereto.


Page No. 19

Part 3 - Terms and Conditions of Contract (TCC) This part postulates, in broad terms, the conditions of contract. Nuances shall be the subject matter of discussions and consultation between the Bank and the successful bidder and points emerging out of such consultation shall form part of the SLA.

1. Definitions

In this Contract, the following terms shall be interpreted as indicated:

1.1 “The Bank” means Bank of India, including its Head Office, Zonal Offices, Training Centre, Branches and other establishments of Bank of India, who will be outsourcing ATM / Debit Card Personalization and related services;

1.2 “CPD” means Card Products Department

1.3 “The Service Provider” means the successful Bidder.

1.4 “The Contract” and “The Agreement” both mean the Service Level

Agreement (SLA) which will be entered into between the Bank and the successful bidder

1.5 “The Contract Price” means the price payable to the Service Provider by

the Bank under the Agreement for the full and proper performance of its obligations

1.6 “Services” means all the functions related to Debit card personalization

and PIN generation including data entry, scanning, data processing, stuffing the envelopes, dispatch, record maintaining, providing MIS and other information as required by the Bank or any statutory authority including Reserve Bank of India and Government of India or any State Government etc.; These pertain to DCMS and not card printing.

1.7 “ITB” means Invitation to Bid (Part – 1 of this document)

1.8 “IFB” means Instructions for Bidders (Part – 2 of this document)

1.9 “TCC” means the Terms and Conditions of Contract (Part – 3 of this

document)

1.10 “FSD” means the Functional Specifications and Deliverables (Part – 4 of this document)

1.11 “Price Schedule” means Price, Time and Payment schedule (Part – 5

of this document).

Bid Document means this document consisting of 7 parts viz., (i) ITB, (ii) IFB, (iii) TCC, (iv) FSD, (v) Scope of the Work (vi) Price , time and payment Schedule (vii) Bid forms (viii) Prescribed Formats.

2. Use of Contract Documents and Information

2.1 The Bidder shall not, without the Bank’s prior written consent, disclose the


Page No. 20

Agreement, or any provision thereof, or any specification, plan, drawing, pattern, sample, specimen or information furnished by or on behalf of the 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 and shall extend only so far that may be necessary for purpose of such performance.

2.2 Any document, other than the Agreement itself, enumerated in IFB clause 5.1 shall remain the property of the Bank and shall be returned (in all copies) to the Bank on completion of the Service Provider’s performance under the Agreement, if so required by the Bank.

3. Payment

3.1 Payment shall be made in Indian Rupees, on monthly basis in the first week of every month for the services rendered during the previous month as per the Agreement on submission of commercial invoices.

4. Prices

4.1 Monies payable to the Service Provider as quoted in the Price Schedule shall be firm and not subject to adjustment during performance of the Contract, irrespective of reasons whatsoever, including exchange rate fluctuations, changes in taxes, duties, levies, charges, etc. All prices will be valid during the currency of the Agreement. However if the cost of the Inputs are reduced by more than 20% or the market price of the product is reduced by more than 20%, Bank will have the right to re-negotiate the rates, after giving three months’ notice to the vendor.

5. Penalty for non-adherence to the Time Schedule

5.1 If the successful Bidder fails to deliver or perform the Services as stipulated in the Contract, Bank of India shall, without prejudice to its other remedies available under the RFP/Contract, deduct as liquidated damages as under :

5.2 For delays up to 2 days: 20% of particular activity for billing amount for the succeeding month.

5.3 For delays beyond 2 days: 40% of particular activity for the billing amount for the succeeding month until satisfactory performance is ensured. Bank of India reserves all the rights to levy the penalties under the Contract in case satisfactory services are not restored. Bank is entitled to withhold or deduct liquidated damages from the price under the Contract or any other amount, which is due to Bidder from this Contact, or any other Contract.

6. Agreement Period

6.1 The Bank proposes to enter into an Agreement with the Service Provider for an initial period of Five years, with options to further extend the same on yearly basis (maximum two such extensions) for availing the services specified in Part 4 – Functional Specifications and Deliverables of this bid document and Part-5- Scope of the work.

7. Assignment

7.1 The Service Provider shall not assign to any third party, in whole or in part of their obligations to perform under the Contract, except with the


Page No. 21

Bank’s prior written consent.

8. Subcontracts:

8.1 The Service Provider should advise the Bank in writing about all the subcontracts that have been already awarded with complete details such as the activity, function, agency with whom they entered into sub contract, period of contract, etc.

8.2 The Service Provider shall attach a certified copy of the agreement of the subcontract already entered into with each of the agencies/ firms/ companies to the Bank.

8.3 In case the service provider intends to enter into sub contract regarding any activity or function during the currency of the contract, they should inform the Bank in writing the activity and or functions for which they want to enter into subcontract for prior approval.

8.4 The service provider has to submit a copy of the agreement of the subcontract to the Bank for prior approval.

8.5 Any subcontract that has already been entered into or to be entered into by the service provider shall not relieve the Service Provider from any liability or obligation under the Agreement.

8.6 All Subcontracts already entered into or to be entered into by the service provider must comply with the provisions of TCC.

9. Out sourcing

9.1 The Bidder should notify in the bid document the activities and or functions that they have already outsourced or propose to outsource in the technical bid document and the names of the agencies/ companies with complete details such as the activity, function, agency with whom they entered into for outsourcing, period of contract, etc.

9.2 The Service Provider shall attach a certified copy of the agreement of the outsourcing already entered into with each of the agencies/ firms/ companies to the Bank.

9.3 In case the service provider intends to enter into outsource regarding any activity or function during the currency of the contract, they should inform the Bank in writing the activity and or functions for which they want to outsource for prior approval.

9.4 The service provider has to submit a copy of the agreement of the outsourcing to the Bank for prior approval.

9.5 Any outsourcing activity that has already been entered into or to be entered into by the service provider shall not relieve the Service Provider from any liability or obligation under the Agreement.

9.6 All outsourcing already entered into or to be entered into by the service provider must comply with the provisions of TCC.

10. Force Majeure

10.1 Notwithstanding the provisions of TCC, the Service Provider shall not be liable for any penalties as per clause 5 above, for default if and to the extent that its delay in performance or other failure to perform its obligations under the Agreement is the result of an event of Force Majeure,

10.2 For the purposes of this clause, “Force Majeure” means an event


Page No. 22

beyond the control of the Service Provider and not involving the Service Provider’s fault or negligence and not foreseeable like earthquakes, epidemics, war, fire, revolution, riots, natural disaster, acts of God.

10.3 If a Force Majeure situation arises, the Service Provider shall promptly notify the Bank in writing of such condition and the cause thereof. Unless otherwise directed by the Bank in writing, the Service Provider shall continue to perform its obligations under the Agreement as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event.

11. Taxes and Duties

11.1 Service Provider will be entirely responsible for all applicable levies, charges, license fees, royalties etc., except the service tax (if applicable) payable as per the existing laws, in connection with Services Outsourced by the Bank.

12. Income / Corporate Taxes in India:

12.1 The Service Provider shall be liable to pay all corporate tax, income tax and any other tax that shall be levied according to the laws and regulations applicable from time to time in India. The Bank’s liability is restricted to the payment of charges to the Service Provider as per SLA.

12.2 Wherever the laws and regulations require deduction of any taxes at the source of payment, the Bank shall effect such deductions from the payment due to the Service Provider. The Bank shall remit such monies to the competent authority and furnish certificate of deduction as provided in the relevant law under which such deductions are made.

12.3 The Service Provider’s staff, personnel and labor will be liable to pay personal income taxes in India in respect of such of their salaries and wages as are chargeable under the laws and regulations for the time being in force, and the Service Provider shall perform such duties in regard to such deductions thereof as may be imposed on him by such laws and regulations.

13. Service Provider Integrity:

13.1 The service provider shall use / procure only properly licensed software for carrying out its obligations under the agreement.

13.2 The Service Provider is responsible for and obliged to conduct all contracted activities in accordance with the agreement using state-of-the-art machinery and economic principles and exercising all means available to achieve the performance specified in the agreement.

14. Service Provider’s obligations:

14.1 The Service Provider is obliged to work closely with the Bank’s staff, act within its own authority and abide by directives issued by the Bank in executing the contract / the Agreement. The Service Provider shall follow industry ‘Best Practices’.

14.2 The Service Provider will abide by the job safety measures prevalent in India and will free the Bank from all demands or responsibilities arising from accidents or loss of life, the cause of which is the Service Provider’s


Page No. 23

negligence. The Service Provider will pay all indemnities arising from such incidents and will not hold the Bank responsible or obligated.

14.3 The Service Provider is responsible for managing the activities of its personnel or sub-contracted personnel and will hold itself responsible for any misdemeanors, and Bank shall not be responsible for the conduct of Service Provider’s employees or they shall not be treated as employed by the Bank directly or indirectly under any circumstances.

14.4 Cardholder data is a valuable asset and property of the Bank. Under no circumstances shall the Service Provider disclose, publish, part with, sell or make it available to any other third party, except its own employees who are required to handle this information in the normal course of their duties. Service Provider shall allow access to such employees to only that portion of the data, which is required by them to discharge their duties. It is obligatory for the Service Provider to ensure complete confidentiality by its employees. Suitable clauses will be incorporated in the SLA governing maintenance of confidentiality and secrecy of cardholder data made available to and resting with the service provider.

14.5 Service Provider shall enter into a detailed Service Level Agreement (SLA) valid for Five years covering all “Terms and Conditions of Contract” and the provisions in the section “Instructions for Bidders” and such other terms and conditions as may be considered necessary and appropriate.

14.6 Service Provider will allow the authorized officials of the Bank to inspect the card personalization bureau (whether managed by them or outsourced), any of its offices or any other manufacturing set-ups or establishments, and any records pertaining to the work mentioned in SLA during office hours with prior notice.

14.7 Service Provider will be responsible for arranging secured transmission of

Card related data files from various centers as per PCI-DSS norms, transmission of data to the Switch, receiving and submitting various MIS reports etc. The transmission of data shall be on SFTP mode only.

14.8 Service Provider shall promptly provide any information relating to the

outsourced work as may be required by the Bank from time to time.

14.9 Service Provider shall provide to the Bank two sets of milestone backup of entire database on DAT tapes at the end of every month. The data required shall pertain to the cards printed and dispatched by the vendor as per the Embo files.

14.10 Service Provider should have a well-defined business continuity and disaster recovery plan in place. Details of such plans should be provided in the bid.

14.11 The Service Provider shall give an undertaking to comply with and abide all byelaws, rules, policies, operating guidelines and procedures and mandates laid down by Master Card , VISA and NPCI regulations from time to time.

14.12 In case Service Provider has to be registered under Master Card/ VISA/

NPCI as third party service provider to the Bank, it agrees that such registration shall be facilitated through the Bank and the fee for such


Page No. 24

registration and its renewals shall be borne by the Service provider. 14.13 Service Provider shall execute all such necessary agreements/

documents as prescribed by Master Card ,VISA and NPCI from time to time.

14.14 Wherever any mandate of MasterCard, VISA and NPCI requires the

Bank to abide by such mandate and requires incurring expenditure solely on account of the Service Provider rendering their services to the Bank, the Service Provider has to reimburse such amounts to the Bank from time to time. Under no circumstances the Bank will incur any expenditure other than the price amount quoted by the successful bidder whether to secure any registration, license or any other requirement stipulated by MasterCard/VISA/NPCI or any Payment Card Industry norms or any statutory authority solely to secure the services of the Service provider. All such expenses need to be reimbursed to the Bank by the Service Provider in case the Bank pays the same on behalf of the Service provider.

14.15 Service Provider should furnish the necessary information in required format to the call center as frequently as required. 14.16 Service provider should get the activities and or functions audited from time

to time as per the requirements of the Bank, VISA and Master Card, NPCI and Reserve bank of India or any other agencies required by Bank. Cost of such audit should be borne by the service provider throughout the period of agreement.

14.17 Where the Bank is required to indemnify MasterCard/VISA/NPCI for any

action/omission/commission on the part of the Service Provider and/or his agent and the Bank is required to indemnify the loss to MC/VISA/NPCI, the Service Provider, in turn, indemnifies the Bank against such eventualities and makes good the loss to the Bank. The Service Provider will also be liable for any Civil or Criminal proceedings against the Bank by any third party aggrieved for deficiencies in service that are attributable to the Service Provider

15. Patent Rights:

In the event of any claim asserted by a third party of infringement of copyright, patent, trademark, industrial design rights, etc., arising from the use of the hardware / software in India by the Service Provider in fulfilment of its obligations under the contract, the Service Provider shall act expeditiously to extinguish such claim. If the Service Provider fails to comply and the Bank is required to pay compensation to a third party resulting from such infringement, the Service Provider shall be liable to compensate the Bank for all such payments made including all expenses, court costs and lawyer fees etc. The Service Provider shall indemnify and keep the Bank indemnified in this connection. The Bank will give notice of any such claim to the Service Provider without delay and Service Provider


Page No. 25

shall reimburse such monies expeditiously.

16. PIN related Work

16.1 The work of PIN generation, PIN mailer Printing and dispatching it to the Branches or as advised by the Bank from time to time(either directly to the customer or through identified offices in bulk) should be carried out by the Service Provider from the Bank’s Premises. Bank will make arrangement for the necessary space required for the purpose (for installation of HSM and sitting of Service Provider’s staff), if it is to be printed at Bank’s premises. However if Insta-Pins are printed at Bank’s premises and dispatched to service provider’s premises for being stuffed with the cards (in Insta-Pins we are sending Card and Pin together in an inactive form), dispatch of Insta-Pin from HSM site to card stuffing site will be the responsibility of the service Provider and Bank will not pay any charges for that (presently we are working with Insta-Pins only for personalized cards as well as ready kits). Service Provider will be fully responsible for the integrity and antecedents of their staff. Service Provider will be responsible to adhere to PCI-DSS norms in the Pin Printing area. The Bank will reimburse the courier charges or postages on actual basis (or pay directly to courier co.). Courier agency shall be appointed by the Bank. Service Provider should use Hardware Security Module (HSM) for PIN generation. Accordingly the bidder should provide necessary infrastructure to take care of this activity. Selected Service Provider will be responsible for stuffing of these Pin mailers individually or in separate packets as per Bank’s requirement and hand them over to Courier Company. Keep a record of such dispatches and will hand it over to the Bank. Pin generation is done by the DCMS vendor. The responsibi l i ty of the Perso vendor is of PIN print ing (once the PIN data is shared by the DCMS/Bank) at the Bank’s premises and dispatch the PINs to the zones/branches and to their own print i ng si te for stuf f ing in Ready ki ts/Welcome ki ts. If the Bank decides to send pins through any other electronic modes and the system of Pin printing is discontinued, bank will give only one month’s notice to the service Provider and service provider will not be entitled for any compensation on this issue. In case of discontinuation of the Physical PINs, providing PIN to customer in electronic form shall be done by the Bank.

16.2 Mode and means of dispatch of the Debit Cards and the PIN mailers will be at the sole discretion of the Bank. The Bank may decide to engage the services of Indian Postal authority and or courier service as they deem fit. Bank will have the discretion to change the mode and means of dispatch of the debit cards and the PIN mailers and Bank’s decision will be binding upon the service provider.

17. Welcome Kits and Non Personalized Cards

17.1 The Bank is providing Welcome Kits to the new customers along with

Cheque books etc. Service Provider shall personalize cards, from the data received in which the account numbers of the prospective customers will be printed in the cards and hand it over to the concerned department of the bank, as per the request received from the bank.


Page No. 26

17.2 Non Personalized Card: The Service Provider shall maintain sufficient stock of Non Personalized card to be dispatched to Zones as per their request.

18. Blank Plastics and Stationery requirements:

18.1 The bank has decided to outsource Card Personalization, End to End. The Service Provider shall be required to place order for plastics, chip and collaterals, maintain sufficient stock of blank plastics/ collaterals for at least 75 days consumption to meet out any disruptions in supply. The Service Provider shall be required to make arrangements for safe keeping of the plastic and collaterals in their premises as per the standards laid down by VISA International MASTER CARD Global and NPCI in this regard .Service provider should maintain proper records. Bank reserves the right to inspect such records periodically.

18.2 The Service Provider shall also arrange to print and maintain sufficient

stock of stationery (minimum for 75 days consumption), as listed in Part 4 – group G

19. Software, Hardware, Peripherals and other infrastructure

19.1 All the operating systems, application software, hardware, printers, other peripherals, security modules like HSM, any other equipment needed for encryption and decryption of data, dial up connections or any other infrastructure required for transmission of data files – required for Debit Card Personalization and other related work – in a secure way between Bank’s establishments and Service Provider’s premises, envelopes, PIN mailers and anything else required for meeting Service Provider’s obligations – except the courier charges as above and office space for PIN generation and PIN mailer printing – shall be the sole responsibility of the Bidder. If bidder expects anything else other than the courier charges on actual basis and office space to be provided by the Bank, such requirement must be made clear in the bid. Bank may at its sole discretion agree or disagree to provide for these requirements.

19.2 Bank’s decision shall be final. Should the Bank decide against such a

request, it shall be Service Provider’s responsibility to provide such requirement at no extra cost to the Bank.

20 Existing Card Database This data base will be with the Bank, and Bank will use this for card renewal etc. All renewals for existing magstripe cards into EMV cards shall be undertaken as and when the cards are due or otherwise latest by Sept’18 as per guidelines of RBI.

21 Resolution of Disputes

21.1 The Bank and the Service Provider shall make every effort to resolve any


Page No. 27

disagreement or dispute arising between them under or in connection with the SLA amicably by direct informal negotiation.

21.2 If, after 30 (thirty) days from the commencement of such informal

negotiations, the Bank and the Service Provider have been unable to resolve any dispute amicably, either party may request that the dispute be referred for resolution to the formal mechanisms specified below.

21.3 The dispute resolution mechanism to be applied shall be as follows:

21.4 In case of dispute or difference arising between the Bank and a Service

Provider relating to any matter arising out of or connected with the agreement to be entered into, such disputes or difference shall be settled in accordance with the Arbitration and Conciliation Act, 1996. The arbitration tribunal shall consist of one arbitrator, who will be appointed by the Bank and the Service Provider. In case of failure of the Bank and the Service Provider to reach upon a consensus within a period of 30 days for the appointment of the Arbitrator, the matter shall be referred to the Hon. Chief Justice of High Court of Bombay for nominating the Arbitrator.

21.5 Arbitration proceedings shall be held at Mumbai, India, and the language of

the arbitration proceedings and that of all documents and communications between the parties shall be English.

21.6 The decision of the Arbitrator shall be final and binding upon both parties.

21.7 The cost and expenses of Arbitration proceedings will be paid as

determined by the arbitration tribunal. The expenses incurred by each party in connection with the preparation, presentation, etc., of its proceedings shall be borne by the party concerned. However the fees and the expenses paid to the Arbitrator shall be borne and shared equally by the Bank and the Service Provider.

22 Termination

The agreement with the service provider shall be valid for a period of Five years (with option to further extend the same for two more years). However the same can be terminated by Service Provider after giving minimum 6 months’ notice, during this period service provider will extend all the co-operation to the Bank for migration of the activity to new vendor, if due to any unavoidable circumstances this migration exercise could not be completed within that stipulated six months, Service Provider will not unilaterally disrupt the activity and will further extend this service at no extra cost so that Bank will be able to migrate to new vendor without affecting it’s customer services. Bank will have the right to terminate the contract by giving 3 months’ notice to the Service Provider. T h e 3 m o n t h n o t i c e i s b e i n g s t i p u l a t e d t o e x h a u s t t h e e x i s t i n g s t o c k o f c a r d s a n d c o l l a t e r a l s h e l d b y t h e s u c c e s s f u l v e n d o r . Terms and conditions of such a termination shall be mentioned in the agreement separately.

23. Additional Commercials for any new Development: Bank will not pay any


Page No. 28

additional commercials, for any new development, related with any new product (this additional development cost will be covered by the payment for additional business volume of that new product). Any new development within the existing products or features will be payable after mutual negotiation, however, while quoting the rates vendor will discount the savings , which will accrue to them by reducing/redeployment of existing manpower or any other resources. The new development refers to modification required for card production only.Bank may ask the vendor to stuff any other promotion leaflet/s with the cards/pin mailers. Cost of these leaflets and its dispatch to vendor’s premises will be Bank’s responsibility; however stuffing will be done by vendor, without any additional cost.

24. Bank will not pay any additional fee for development/ migration of existing products/features. It will be responsibility of the new vendor to develop and provide existing Products/features. 25. Governing Language

The governing language of the Bid and subsequent Contract and the Agreement shall be English.

26. Notices

The following shall be the address of the Bank for serving the notice;

Bank’s address for notice purposes:

The Deputy General Manager, Bank of India, Head Office, Card Products Department, Star House-II, First Floor C-4, Block “G” Bandra-Kurla Complex Bandra (East) Mumbai-400051

Suppliers address for notice purposes (To be filled in by the Supplier)

A notice shall be effective when delivered before or on the stipulated last date of notice.


Page No. 29

27. Applicable Law

The Contract shall be interpreted in accordance with the laws of the Union of India and the Service Provider shall agree to submit to the courts under whose exclusive jurisdiction the Head Office of the Bank falls.

28. Bank’s Right to Accept or Reject Any Bid

a. The Bank reserves the right to accept or reject any or all the bids received in response to the ITB without assigning any reasons, and to cancel the entire process at any time prior to awarding of contract at its sole discretion, without incurring any liability to the bidders.

b. The Bank shall neither be bound to offer any reasons for such

acceptance/ rejection nor entertain any correspondence with the unsuccessful bidders in this matter.

29. MIS Reports: Service Provider will be liable to submit required Periodical MIS reports to the Bank as per Banks requirement at no extra cost, there system should be capable of generating such reports, accurately and quickly. 30. New Initiatives/requirements:

Service Provider will be liable for any new development as required by the

regulator (RBI) or GOI/ IBA or any other statutory body in the country, at

free of cost i.e. without additional charges to the bank. However if Bank

requires any new development for improving the efficiency of the system,,

commercial for such extension of the activities will be decided as per

mutual negotiation. since these developments will be statutory in nature

and will have to be carried out with in the stipulated time frame, Vendor will

not withheld these developments for commercial finalization, which will be

carried on simultaneously. Perso vendor shall be liable for any new

development with regard to card manufacturing only.

31. Disclaimer

The ITB shall neither bind the Bank in any contract nor is it an offer of a contract.


Page No. 30

Part 4: Functional Specifications and Deliverables (FSD) This part provides, in broader terms, the requirements of the Bank. Detailed procedural aspects for various activities shall be finalized by the Service Provider in consultation with the Bank.

The solution should support all of the following variants of Cards:

Personalized card with UID, Arthia code etc. as per Banks requirement

Non personalized card

Personalized card ( account number )

In addition to the above list as per the Banks’ requirement (any new product /card scheme) should not result in major change / customization, and should be feasible to be handled through configuration/parameter change.

In case if any of the card schemes come with additional information in the track details for card preparation, service provider should do the necessary changes without any additional cost.

Group – A: Personalization of New Cards (from Data Files)

Receiving Card Holder details (Data Files) from our Data Centre at the

defined intervals

Sending acknowledgement for the data file received to the Bank team Receiving the data files for indent printing / embossing / encoding of cards

(with CVV1 and discretionary track data), sending files to Bank for uploading data in FINACLE& printing of PIN mailer.

Sending accepted and rejected data, back to CBS, so that Branch officials

can be in a position to know the status of their request.

Sending data pertaining to cards dispatched to CBS for sending SMS to customers.

MIS report regarding branch wise daily card data received ( total request ,

accepted and prepared , in case rejected ,reason for rejection ) needs to be

sent to individual branches by an automatic mail after uploading the same in

card management system

Service provider should provide utility using which branches can send the

photos and prepare photo cards centrally. They needs to have proper

mechanism to map the photo of the customer with his account number

properly .( photo will be coming on separate channel , card details will be

thru CBS ). As of now we are not having any photo cards issuance. In case

the same is to be implemented in future, the selected vendor shall be

required to provide the utility.

Indent Printing / Embossing / encoding of / Debit Cards

Printing (color with Bank’s logo and with or without photo of the card) of

forwarding letter, including cost of the paper to cardholder as per Bank

provided sample.


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Pasting of Debit Card to the welcome letter BY AUTOMATIC MODE ONLY.

Supply of window envelope – size: 229 mm X 114 mm, 90 GSM paper,

MULTIPLE color printing as per approved design.

Stuffing of welcome letter, terms and conditions, brochure, card paper pouch

and any other promotional/publicity material supplied by the Bank (ONLY

STUFFING, cost of these leaflets for promotion/publicity will be borne

by the Bank)with the card in window envelopes with inserts.

Dispatching the customer wise envelopes, in center wise lots, to our Offices in various centers with printed packing lists in duplicate as well as soft copy through e-Mail. Packing lists to mention the Reference Number of data files sent by the branch / Zone.

Branch wise lists of card request received and cards rejected or pending

needs to be updated in CBS as per the CBS format (where the data could not

be processed for any reason) also mail to be sent to branches (l i s t of

rejected data pertaining to that Branch only) and consolidated list to Zones

(pertaining to that zone only) and CPD as aforesaid mentioning the reason for

rejection/ delay. Any rejection at vendors end is required to be advised to bank.

Integration and uploading Card dispatch status with Bank’s FINACLE system,

on daily basis, so that Branches may know the application status.

Printing and Dispatching PIN Mailers to customers along with list of the PIN

Mailers sent marked to respective branches (proforma to be approved by

us). Dispatching Insta-Pins with the cards.

Permitted time for dispatch of cards from the date of receipt of data – 2 working days

Group – B: Personalization of New Cards (from Application Forms)

Indent Printing / Embossing / encoding of ATM / EMV Debit Cards

Cover printing of forwarding letter to cardholder.

Pasting of Debit Card to the forwarding letter BY AUTOMATIC MODE ONLY. Supply of window envelope – size: 229 mm X 114 mm, 90 GSM paper,

MULTIPLE color printing as per approved design.



STUFFING, cost of these leaflets for promotion/publicity will be borne by

the Bank) with the card in window envelopes with inserts.

Dispatching the customer wise envelopes, in center wise lots, to our Offices in

various centers with printed packing lists in duplicate as well as soft copy

through e-mail. Packing lists to mention the Reference Number of data

files sent by the branch / Zone.

Branch wise lists of Rejected Cards (where the data could not be processed


Page No. 32

for any reason) to be sent to Branches / respective ZO and CPD as aforesaid

mentioning the


Page No. 33

reason for rejection.

Printing and Dispatching PIN Mailers to customers/ branches along with list

of the PIN Mailers sent marked to respective branches (proforma to be

approved by us).

Permitted time for dispatch of cards from the date of receipt of applications – 2 working days

Group – C: PIN Generation at Card Holder’s Request

Receiving requests through our branches / Offices

Generation of new PIN and printing of PIN Mailer.

Dispatching the PIN Mailers to branch / card holders’ addresses as per Bank’s

requirements, in an envelope of appropriate size, 70 GSM paper, single

color printing as per approved design ( with prominent Master Card/ VISA/

RUPAY Logo in color on the front side). PIN mailer not to be folded.

Aforesaid is DCMS activity.

Permitted time for dispatch of PIN mailers from the date of receipt of request – 1 working days

Group – D: Re-Issuance/ Renewal of Cards

Receiving requests replacement of cards reported Lost / Stolen/ captured or

which are found to be defective / damaged. It is DCMS activity.

Receiving data for cards falling due for renewal (wi th flag for those cards

not to be renewed) process these requests and dispatch renewal cards to

Branches as per Bank’s request. It is DCMS activity.

Indent Printing / Embossing / encoding of Debit Cards

Printing of forwarding letter to cardholder.

Sticking of Debit Card to the forwarding letter BY AUTOMATIC MODE ONLY.

Supply of window envelope – size: 229 mm X 114 mm, 90 GSM paper, MULTIPLE color printing as per approved design.



STUFFING, cost of these leaflets for promotion/publicity will be borne

by the Bank)with the card in window envelopes with inserts.

Dispatching the envelopes to the Offices with printed packing lists in duplicate

as well as soft copy through e-mail. Packing lists to mention the Reference

Number of letters sent by the branch / Zone.

Printing and Dispatching PIN Mailers to customers/branches along with list of

the PIN Mailers sent marked to respective branches (proforma to be approved

by us).

Others:

Vendors” system should have capability to accept the request for card

delivery to either parent Branch or any other Branch (if card holder has


Page No. 34

shifted to new location but still maintains the account at old place) or at the

residential address of the card holder.

Vendor will be required to update the card status with FINACLE on daily

basis, so that Branches will be able to know the status of the card. The

successful bidder shall be required to provide the details of the dispatches

made to our Data center in a specific format giving details of card no., date

of dispatch and AWB no. .

Permitted time for dispatch of cards from the date of receipt of request – 2 working days Note: for all the above items group a, b, c, d, data will be sent to the vendor in batch mode trough DCMS system in the specified format and at the frequency as per Bank choice. Vendor has to keep their system ready for accepting the same.

Group E: Other Issues Providing M.I.S. Reports to the Bank regarding all above mentioned

activities in Electronic as well as printed form at periodical intervals as

stipulated by the Bank from time to time, in addition to banks requirement,

Reports are required for regulator and card schemes. Bank reserves the right

to change the format and or periodicity of the reports / data or request

additional reports / data any time. Any additional information required by the

Bank at any unscheduled time should be generated and supplied.

Providing information to the proposed call center in prescribed format as

frequently as required.

The Service Provider shall arrange to place order and procure sufficient

stock of blank plastics/Chip from approved Visa / MasterCard / NPCI

manufacturers plus other collaterals. The Service Provider shall maintain

sufficient stock of required Collaterals (stationery) as under:

1. Specification of Card

Plastics For Chip Cards

Generic Requirement of Magstripe & EMV cards

Card – Physical Specs

• Compliant to ISO/IEC 7816 Standards

• Physical Card ID1 Format

• Compliant to Banking EMV Standards

• 100% PVC Plastic

• Contact Plates as per ISO 7816-2 Standards

Contact Chip Specifications

Compliant to ISO 7816 Standards


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Protocol T = 0 & T = 1

•

Java Card standards compliant – 2.2.1 or above

Global Platform compliant – 2.2.1 or above

Enabled with EMV scheme applications

RSA capabilities

Security module enabled in the chip for applications

o DES & 3DES

o SEED

Microprocessor based IC Card with Memory – 16KB EEPROM minimum 8 bit CPU

RAM 6 KB

Secure Hardware Crypto Coprocessor

RSA/ECC,3DES/3KTDES,AES

Common Criteria (EAL): EAL5+ (hardware)

Memory secure encryption for RAM, ROM and EEPROM

Counter Measures against side channel attacks (SPA & DPA)

Write Endurance 300000 cycles

Data retention > 10 years

Unique ID for each chip

Operating system should be hard masked on ROM

Java 2.2.x or higher

Global platform 2.1.x or higher version

EMV Authentications methods supported DDA/CDA

Support for EMV financial applications using chip and pin

RUPAY

Capacity to support EMV compliant RUPAY Cards, when Rupay

specifications for chip based cards NPCI

• M/Chip Advance

• J/Smart

• qPBOC D/C

Express PA

Magstripe Cards

Magnetic Stripe: HICO 2750 Orested

ISO standards for Encoding, location of Track 1,2 & 3

2. Forwarding / Welcome Letter

Paper size and Quality: 100 GSM Ballarpur Super Sunshine Paper Printing: Four Color on Both sides. Printing on both side in Hindi and English. Over printing would be the responsibility of the service provider. Since overprinting is to be done on these letters, the placement of various spaces and boxes has to be precise.

3. Terms and Conditions for Debit Cards


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Open size: 22.5” x 9” and folded five times Folded Size: 9” x3.75” Paper: 60 GSM super white Cream wove paper of Ballarpur/West Coast /AVM Both sides printing in Hindi and English in one color.

4. Brochure /Leaflet pertaining to Debit Card

Operations Size : 7” x 8.5” in two folds Paper: 130 GSM – Sinar Art Paper in two folds Four color Printing on front and back

5. Paper Pouch

Pouch Size: 88MM x 58MM Paper Size: 170 GSM Sinnar Mass Art Paper with Lamination. Printing: Four Color Printing as per specimen. Artwork will be provided by the bank.

Printing on the forwarding letter would be the responsibility of the service

provider. Any other inserts / flyers will be provided by the Bank.

Service provider will procure the PIN Mailer Stationery at its cost. Broad

specifications for Pin Mailer stationery are as under

o Paper Quality : 1st copy on 60 GSM paper o 2nd and 3rd copies on 70 GSM paper o Type : Carbonless (Chemical coated) o Size : 9” X 3.67” X 3 parts o Printing : In Black and white with prominent

colored VISA/Master Card/ NPCI logo on the front side (Specimen shall be supplied by the Bank)

In addition the Service Provider shall arrange to place order sufficient stock of

packing envelopes, suitable for packing Debit Cards and Pin Mailers to Branches. Presently the bank is using the following types of envelopes:

1. White Cloth line Folding Size 12” x 10” + 1” fold

2. White Cloth line Folding Size 16” x 10" + 1.5” fold

90 GSM Maphilto paper with superfine cloth with Banks logo, name department name and address in Hindi and English

3. Reinforced waterproof envelope 10” x 10.5” with 2.5” Flap with Banks logo,

name department name and address in Hindi and English.

4. Laminated Envelopes Size 11” x 5” x 1.5” Flap

Paper: 80 GSM Ballarpur/ West Coast / Andhra / Sirpur ledger paper with good quality lamination inside.

Courier Charges for card and PIN dispatch will be borne by the Bank.

Please note that the same should not be included in costing schedule in Part-

5.


Page No. 37

Services of the Courier agency to be engaged will be the sole discretion of the

Bank. However, service provider shall be solely responsible for prompt

delivery of the cards and PIN mailers to the Courier Agency and or to the

Indian Postal Service as the case may be as directed by the bank. The

bidder shall keep track / status of delivery of cards, pin mailers etc. to the

addressee so as to ensure prompt delivery at the ultimate addressee.

As both the ATM Cards and Debit Cards would be in circulation, the service

provider has to procure Software capable of issuing cards with multiple BINs

/ Multiple PAN Structures with CVV1 and discretionary track data encoded on

the tracks. It pertains to DCMS/CBS.

Wherever a data file emanating from the branch contains some defective

records which cannot be processed, the valid records in that file have to be

processed and the individual branch (containing records of that Branch only)

has to be advised by e-mail about the status of the defective records promptly

to enable them to re-submit the files after rectifying the defective records.

The service provider should promptly reply to the queries from the branches /

controlling offices by fastest means/mode of communication such as E Mail/

Fax.

The service provider has to enter into a Service Level Agreement with the Bank.

The service provider shall give an undertaking to comply with all VISA and

MASTER CARD/NPCI regulations and renew certification of the card

personalization bureau from time to time as prescribed by VISA , MASTER

CARD and NPCI, at its own cost, throughout the period of contract.

The Service provider should get the activities and or functions audited from

time to time as per the requirements of the Bank, VISA, Master Card, NPCI,

Reserve Bank of India or any other statutory body. Cost of such audit should

be borne by the service provider throughout the period of agreement.


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Part- 5. Scope of the Work

1. Acquire t h e d a t a f r o m B a n k and store them in their system, till

personalization activity is over. 2. Deploy complete hardware and software with adequate capacity, in their

premises, for carrying out the required activity. Premises as well as entire set up will be PCIDSS certified. If they outsource some of the activity, same will be applicable to their vendors also (where ever necessary).

3. Their work will be “End to End” except DCMS, this include following job:

i. Receive ADS / reverse ADS files sent by the Bank for new card/ Ready kits/

Welcome kits/ re-pin/ Insta-Pins in batch mode at a frequency decided by the Bank, in a secure SFTP format. (If their system needs any development for integration with Bank’s file format, it will be bidder’s responsibility to do the required development at their cost). Send acknowledgement back to the Bank. ADS files(Account data structure) are the files shared by our DC to DCMS vendor who in turn shares the EMBO files with the Perso vendor through SFTP.

ii. Process these files, for generating files for indent printing / embossing / encoding of cards (with CVV1 and discretionary track data), uploading data in switch & printing of PIN mailer. if any request is to be rejected due to any reason, system will sent branch wise rejection list to different branches with consolidated rejection list to Bank’s Head Office. Any development for integration with the Bank’s existing switch will be bidder’s responsibility. Bank will only facilitate this process, but will not share any cost if incurred by the bidder.

iii. Service provider should provide a utility using which branches can send the photos and prepare photo cards centrally. They need to have proper mechanism to map the photo of the customer with his account number properly. (Photo will be coming on separate channel, card details will be thru CBS)

iv. Indent Printing / Embossing / encoding of / Debit Cards. v. Card personalization including cost of the plastic as per Bank specification

and requirements. Art work will be supplied by the Bank with Bank’s logo, hologram etc. For photo cards, photo and/or signature of the card holder will be supplied by the Bank. For co-branded cards, additional logo and other details if any will be required to be incorporated as per Bank’s requirements. For Aadhar enabled cards Aadhar number will also be placed on the card.

vi. Pin generation and pin mailer printing on carbonless paper as per the specifications given in Part 4: Functional Specifications and Deliverables (FSD) ,including cost of the paper and window envelope, and dispatching PIN Mailers to customers/ branches along with list of the PIN Mailers sent marked to respective branches (proforma to be approved by us). Dispatching Insta-Pins with the cards as well buffer stock of Insta-Pins to Zonal Offices/ Branches.

vii. Printing (color, with Bank’s logo and /or one more logo and with or without photo of the card holder), welcome letter to cardholder, brochure and terms and conditions (including cost of paper). Specification given in Part 4: Functional Specifications and Deliverables (FSD)


Page No. 39

viii. Pasting of ATM / Debit Card to the welcome letter BY AUTOMATIC MODE ONLY.

ix. Supply of window envelope – size: 229 mm X 114 mm, 90 GSM paper, MULTIPLE color printing as per approved design.

x. Stuffing of welcome letter, terms and conditions, brochure, card paper pouch and any other promotional/publicity material supplied by the Bank (ONLY STUFFING, cost of these leaflets for promotion/publicity will be borne by the Bank) with the card in window envelopes with inserts.

xi. Dispatching the customer wise envelopes, in center wise lots, to our Offices in various centers with printed packing lists in duplicate as well as soft copy through e-mail. Packing lists to mention the Reference Number of data files sent by the branch / Zone.

xii. Branch wise lists of card application accepted and rejected needs to be updated in CBS as per the CBS format (where the data could not be processed for any reason) also mail to be sent to branches (list of rejected data pertaining to that Branch only) and consolidated list to Zones (pertaining to that zone only) and CPD as aforesaid mentioning the reason for rejection.

xiii. Integration and uploading card dispatch status with Bank’s FINACLE, on daily basis, so that Branches may know the application status.

xiv. Generation of Data Files for uploading in Switch and transmitting the same to the Switch location. PIN Mailers to be released only after receiving confirmation from the Switch that data has been uploaded in the switch.

4. Addition / Deletion of Secondary Accounts

Receiving applications from our branches / offices (hard copies or

through CBS system)

Data entry and Processing Applications received for addition / deletion of Secondary Accounts up to five additional accounts to the Cards already issued on a Primary Account.

Changing of existing primary account i.e. charge account to new secondary accounts

Generation of Data Files for uploading in Switch and transmitting the same to the Switch, location. Fresh PIN Mailers not to be generated in case of addition / deletion of Secondary Accounts.

Sending confirmation to the Cardholder.

5. Hot-listing of unissued (not handed over to customer / Cancellation of Cards

i. Receiving intimations from branches (hard copies) / Receiving intimation

over telephone. ii. Hot-listing / Cancellation of Cards in the Data Base iii. Generation of Data Files for uploading in Switch and forwarding the same to

the Switch, location. iv. Confirmation regarding hot-listing to be sent to account holders.


Page No. 40

6. Re-Issuance / Renewal of the expired cards.

i. Receiving requests from Card Products Dept. / Data Centre for

replacement of cards reported Lost / Stolen/ captured or which are found to be defective / damaged and re-generate the card and dispatch the same with similar collaterals in the similar manner as per new cards.

ii. Bank will share data pertaining to renewal of expired cards (this data will be shared two months in advance). Vendor will be required to process these requests and issue replacement cards along with the new cards and dispatch them to respective branches.

7. Other Issues

i. Providing M.I.S. Reports to the Bank regarding all above mentioned activities as per Bank required format and frequencies.:

ii..Data required in TTUM file format for the following

new cards issued ---Magstirpe, EMV Insta- pin generated Re-issuance of cards Replacement card

Dormant account --card issuance, address change, mobile number change etc. Linking of the accounts

Stock details on the following: Insta- pin Stationary White plastics with/without chip Printed plastics

iii.Banks team should have access to view the above details online .

Branch wise stock details on above items, scheme wise Ready kit Welcome kit stock Insta- pin stock

iv. In Electronic as well as printed form at periodical intervals as stipulated

by the Bank from time to time, in addition to banks requirement, reports if any required for regulator or any statutory body. Bank reserves the right to change the format and or periodicity of the reports / data or request additional reports / data any time. Any additional information required by the Bank at any unscheduled time should be generated and supplied.

v. Providing information to the Bank’s call center in prescribed format as frequently as required.

vi. The Service Provider shall arrange to place order for sufficient stock of blank plastics from approved Visa / MasterCard / NPCI manufacturers (at


Page No. 41

least for minimum 75 days stock). The Service Provider shall print and maintain sufficient stock of required Collaterals (stationery) as per the

Specification given in Part 4: Functional Specifications and Deliverables (FSD).

vii. The Service Provider will be required, to supply sufficient stock of the Ready Kits (at least for two months stock) in advance to various zones, Will be required to maintain buffer stock for at least one month’s requirement at their end to ensure un-interrupted supply of the Ready kits to the Zones/Branches. Service Provider will be required to take zone wise monthly data of ready kits issued and will replenish them to zones, even without their request, every month.


Page No. 42

Part – 6: Price, Time and Payment Schedule

(to be submitted with the Financial Bid)

(INCLUDE IN A SEPARATE CLOSED AND WAX SEALED COVER AND SUPERSCRIBE CLEARLY. OTHERWISE OFFERS ARE LIABLE TO BE REJECTED)

1. Price Schedule: Please quote for the following:

All inclusive per Card/PIN/Plastics/ Inserts / envelopes/ Occasion Charges in INR (Please mention in figures and words)

Activity

Estimated number of Cards per day

Charges per Card/ per Pin

Total Cost

In f igures In figures In words

1 New Debit Card Issue / renewals and replacements ( including Ready Kits and Welcome Kits)– from soft copy of data:

i. For Chip

Cards(EMV)

20000

`

Quarterly Volume of the cards up to ***

1. Up to 15 lacs

`

2. Above 15 lacs and up to 20 lacs

`

3. Above 20 lacs `

2 Re-issuance of ATM / Debit Card from soft copy

150 `

3 Pin Printing/ Insta Pin Printing 20000 `

4 Additional Cost for Photo Cards/ Cards with additional logo/ signature or details such as Aadhar No. etc.

5000

`

TOTAL COST (1 to 4) `

*** Volume of the cards will be taken on quarterly basis (January to March/

April to June/July to September and October to December), and accordingly adjustments will be made in the next month’s bill of that quarter.

Rates quoted above will be exclusive of Vat/ Service tax applicable if any. All other taxes will be inclusive.

(for deciding the successful bidder rates on the first slab i.e. upto 1500000 Magstripe-cum EMV Chip cards per quarter will be taken into consideration, how ever successful bidder on the basis of first slab will be required to match the lowest rates quoted by other bidders in case other bidders has quoted lower rates than him on other slabs/ Activity). The same shall be as per RFP,however to match the lowest rate quoted by other bidder the bank shall negotiate with the

successful bidder for the other slabs and the bank’s decision shall be

final.


Page No. 43

Part:5-A: Time Schedule

Activity: Please see Part 4 Functional specifications Deliverables

Maximum no. of working days

Issuing new/ renewed cards from data files with photo 3

Issuing card without photo 2

PIN generation at card holder’s request 2 Instapin( in Bulk) 3

Non personalized cards(in Bulk) 5

Issuance of Replacement cards 2

2. Payment Schedule:

Payment shall be made to the bidders in Indian Rupees, on monthly basis in the first week of every month for the services rendered during the previous month as per the contract. Bidder should specify the payment schedule expected by it. Even if the bidders agree to the proposed schedule, they should mention it in this part. If this part is kept blank, it shall be presumed that the bidder consents to the payment schedule as proposed.

3. Penalty for Delay in the services: penalty @ 5% per day up to two days and after that 10% per day, beyond the agreed time schedule and recover the same from the amount payable to the Service Provider pertaining to the delayed portion (each item) of the activity. Notes:

a. Please quote strictly as per the format above.

b. No other Costs / Charges (whether One-time or recurring) will be admissible other than those mentioned above or mentioned specifically by the bidder.

c. Payments will be made on monthly basis from a central point

d. Service Provider should sign a detailed Agreement with the Bank incorporating

all the relevant aspects of Outsourcing like Role - Responsibilities, commitment on Time Schedules, Pricing, Validity etc. at the time of award of Contract.

e. Rates quoted above should be valid for entire contract period, however subject to negotiation if the Bank feels that Cost of inputs have been reduced by 20 % or market price of product is reduced by 20% or more.

f. Delivery time and penalty for delay as mentioned above is acceptable to us.

Date: (Signature) Place Authorized signatory with Company Seal

***********


Page No. 44

Part – 7: BID Formats

BID FORM (for Financial Bid)

(To be included with Financial Bid only, not to be included in Technical Bid)

Date: _____________

To,

The Deputy General Manager, Bank of India, Head Office, Card Products Department, Star House-II, First Floor

C-4, Block “G” Bandra-Kurla Complex Bandra (East) Mumbai-400051

Dear Sir,

Having examined the Bid Documents (RFP Ref.No.BOI:CPD:DEBIT CARDS:2016-17/005 dated 0 7 / 1 2 / 2 0 1 6 ), the receipt of which is hereby duly acknowledged, we, the undersigned, offer to render the services in conformity with the said Bid documents for the sums as may be ascertained in accordance with the Price, Time and payment Schedule attached herewith and made part of this Bid.

We undertake, if our Bid is accepted, to render the services in accordance with the time schedule specified in Price, Time and Payment Schedule.

We agree to abide by the Bid and the rates quoted therein for the orders awarded by the Bank up to the period prescribed in the Bid, which shall remain binding upon us.

Until a formal contract is prepared and executed, this Bid, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us.

We shall give an undertaking to comply with and abide all byelaws, rules, policies, operating guidelines and procedures and mandates laid down by MASTER CARD and VISA/ NPCI regulations from time to time

We are to be registered under Master Card/ VISA /NPCI as third party service provider to the Bank and we agree that such registration shall be facilitated through the Bank and the fee for such registration and its renewals shall be borne by us.

We shall execute all such necessary agreements/ documents as prescribed by Master Card ,VISA and NPCI from time to time.

We shall outsource the Personalization and Card Printing activities to only such agency/ Company who are already accredited with Master Card ,VISA and NPCI and their permission/ license is in force as on the date of submission of the bid. We further agree that all charges pertaining to such registration and renewals of the Personalization Agency/ Bureau shall be settled by us or the Agency (Bureau) as per the terms of the Contract between us during the currency of contract and SLA.

We undertake to comply with all VISA , MASTER CARD and NPCI regulations and renew and keep current certification of the card personalization bureau/agency valid from time to time as prescribed by VISA ,MASTER CARD and NPCI, at our own cost, throughout the

period of contract.


Page No. 45

We further undertake that wherever any mandate of MasterCard, VISA or NPCI requires the Bank to abide by such mandate and requires incurring expenditure solely on account of us rendering our services to the Bank, we shall reimburse such amounts to the Bank from time to time. Under no circumstances the Bank will incur any expenditure other than the price amount quoted by us in the financial bids and accepted by the Bank whether to secure any registration, license or any other requirement stipulated by MasterCard/VISA and NPCI or any Payment Card Industry norms or any statutory authority solely to secure our services as your Service provider. Such expenses will be reimbursed to the Bank in all cases where the Bank pays the same on behalf of us.

We also undertake that where the Bank is required to indemnify MasterCard/VISA/ NPCI for any action/omission/commission on the part of us and/or our agents and the Bank is required to indemnify the loss to MC/VISA/NPCI, We, in turn, indemnifies the Bank against such eventualities and makes good the loss to the Bank. We also acknowledge that we will also be liable for any Civil or Criminal proceedings against the Bank by any third party aggrieved for deficiencies in service that are attributable to us and/or to our agents.

We declare that we have not made any alterations/changes whatsoever in the BID Document which is downloaded from the Website of the Bank and we are fully aware that in the event of any change, the Bid document maintained at the Bank will be treated as authentic and binding and the Bid/Proposal submitted by us will be liable to be rejected by the Bank in the event of any alteration made in the Bid document.

We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”.

We understand that you are not bound to accept the lowest or any Bid you may receive.

Dated this………..day of ……… 2016.

(Signature) (in the capacity of)

Duly authorized to sign Bid for an on behalf of


Page No. 46

Part-8 --BID FORM (for Technical Bid) (To be included in Technical Bid only, not to be included in Financial Bid)

To:

Date:

The Deputy General Manager, Bank of India, Head Office, Card Products Department,

Star House-II, First Floor C-4, Block “G” Bandra-Kurla Complex Bandra (East) Mumbai-400051

Dear Sir,

Having examined the Bid Documents (RFP Ref.No.BOI:CPD:DEBIT CARDS:2016-17/005 dated 07/12/2016) the receipt of which is hereby duly acknowledged, we the undersigned, offer to render the services in conformity with the said Bid document.

We undertake, if our Bid is accepted, to render the services in accordance with the time schedule specified in Price, Time and Payment Schedule.

Until a formal contract is prepared and executed, this Bid, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us.

We shall give an undertaking to comply with and abide all byelaws, rules, policies, operating guidelines and procedures and mandates laid down by MASTER CARD, VISA, NPCI regulations from time to time

We are to be registered under Master Card/ VISA as third party service provider to the Bank and we agree that such registration shall be facilitated through the Bank and the fee for such registration and its renewals shall be borne by us.

We shall execute all such necessary agreements/ documents as prescribed by Master Card, VISA and NPCI from time to time.

We shall outsource the Personalization and Card Printing activities to only such agency/ Company who are already accredited with Master Card, VISA, NPCI and their permission/ license is in force as on the date of submission of the bid. We further agree that all charges pertaining to such registration and renewals of the Personalization Agency/ Bureau shall be settled by us or the Agency (Bureau) as per the terms of the Contract between us during the currency of contract and SLA.

We undertake to comply with all VISA, MASTER CARD and NPCI regulations and renew and keep current certification of the card personalization bureau/agency valid from time to time as prescribed by VISA, MASTER CARD


Page No. 47

and NPCI, at our own cost, throughout the period of contract.


Page No. 48

We further undertake that wherever any mandate of MasterCard ,VISA or NPCI requires the Bank to abide by such mandate and requires incurring expenditure solely on account of us rendering our services to the Bank, we shall reimburse such amounts to the Bank from time to time. Under no circumstances the Bank will incur any expenditure other than the price amount quoted by us in the financial bids and accepted by the Bank whether to secure any registration, license or any other requirement stipulated by MasterCard/VISA/NPCI or any Payment Card Industry norms or any statutory authority solely to secure our services as your Service provider. Such expenses will be reimbursed to the Bank in all cases where the Bank pays the same on behalf of us

We also undertake that where the Bank is required to indemnify MasterCard/VISA/NPCI for any action/omission/commission on the part of us and/or our agents and the Bank is required to indemnify the loss to MC/VISA/NPCI, We, in turn, indemnifies the Bank against such eventualities and makes good the loss to the Bank. We also acknowledge that we will also be liable for any Civil or Criminal proceedings against the Bank by any third party aggrieved for deficiencies in service that are attributable to us and/or to our agents


We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”.

We understand that you are not bound to accept the lowest or any Bid you may receive.

Dated this………..day of ………… 2016.

(signature) (in the capacity of)

Duly authorized to sign Bid for an on behalf of


Page No. 49

Annexure-I

Prescribed Formats PROPOSAL FORM (To be included in Technical Proposal Envelope)

To: The Dy.General Manager, Bank of India, Head Office, Card Products Department, Star House-II, First Floor C-4, Block”G”

Date..............................

Bandra-Kurla Complex Bandra (East) Mumbai-400051

Dear Sir, Re: Request for Proposal for Outsourcing of

Debit Card Personalization

We the undersigned offer to provide services for the above-mentioned project in accordance with your Bid document No. BOI:CPD:DEBIT CARDS:2016-17/005 dated 07/12/2016, hereby submit our bid, which includes the Technical Bid, and a Financial Bid in separate wax sealed envelopes.

We undertake not to withdraw our bid during the bid validity period as specified in clause 12.1 of part-2 i.e. Up to 180 days from the date of opening of the technical bid.

We undertake, if our bid is accepted, to enter into a detailed Service Level Agreement with the Bank incorporating all relevant aspects of Outsourcing Role - Responsibilities, Delivery Schedules, Pricing, Validity, etc. at the time of Award of Contract.

We agree to abide by the terms of our bid and the rates quoted therein. We agree to comply with all the clauses in Instructions for Bidders (Part – 2) and Terms and Conditions of the Contract (Part – 3) contained in your bid document.

Until a formal Agreement is prepared and executed, this Proposal, together with your written acceptance thereof and your notification of award, shall constitute a binding Contract between us.



Page No. 50

We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”. We understand that you are not bound to accept the lowest or any Proposal you may receive. Dated this ....... day of ....... 2016 (Signature) (In the capacity of) Duly authorized to sign Proposal for and on behalf of ----------------------------------------------------------------- ------------------------------------------------------------------


Page No. 51

Annexure-II

Offer Covering Letter --To be included with Technical Bid-- Date: ________ 20— To, The deputy General manager Bank Of India

Head Office, Card Products Department

Star House-II, Plot No.C-4, G-Block, 6th Floor , Bandra-Kurla Complex Bandra (E), Mumbai 400 051 Sir, Sub: Your RFP for “Debit Card Personalization under End to End Outsourced model” Ref No. ------------------------------------ With reference to the above RFP, having examined understood and accepted the instructions including all Annexures, terms and conditions forming part of the Bid, we hereby enclose our offer for providing services for Debit Card Personalization under End to End outsourced model as mentioned in the RFP document forming Technical as well as Commercial Bids being parts of the above referred Bid.

In the event of acceptance of our Technical as well as Commercial Bids by the Bank we undertake to commence setting up the requisite infrastructure for delivering the services as per the contract orders.

In the event of our selection by the Bank for undertaking the activities as set out in this RFP document , we will submit a Performance Guarantee for a sum equivalent to Rs. 1,00,00,000.00 (Rupees One Crore only) for contract period and additional 180 days effective from the date of signing of the contract.

We agree to abide by the terms and conditions of this RFP. Until a formal contract is executed, this tender offer, together with the Bank’s written acceptance thereof and Bank’s notification of award, shall constitute a binding contract between us.

We understand and agree that the Bank is not bound to accept the lowest or any offer the Bank may receive.

We also certify that the information/data/particulars furnished in our bid are factually correct. We also accept that in the event of any information/data/particulars proving to be incorrect, Bank of India will have the right to disqualify us from the bid.


Page No. 52

We understand that Bank of India may reject any or all of the offers without assigning any reason whatsoever.

We agree that any decision of Bank of India with regard to disqualification and rejection of our bid / offers shall be final, conclusive and binding on us and we shall not seek any clarification/reason and/or raise any objection thereto.

We enclose the following: Demand Draft No. Dated for Rs 25,000/- (Rupees Twenty Five Thousand only) as Cost of RFP Document &

Demand Draft No. Dated for Rs10,00,000/-(Rupees Ten lacs only) as EMD . Demand Drafts are issued in favor of Bank of India. by……………………………………………………………………………..Bank …………………………Branch payable at Mumbai.

Dated:…………. 20

Signature: In the Capacity of: Duly authorized to sign the tender offer for and on behalf of Note: To be provided on the letterhead of the company


Page No. 53

Annexure-III

T o be submitted on the Bidder’s l letter he ad

To, The Deputy General Manager

Bank of India, Head Office, Card Products Department, Star House-II, First Floor C-4, Block “G” Bandra-Kurla Complex, Bandra (East) Mumbai-400051

Dear Sir,

Re: Outsourcing of Debit Card Personalization With reference to Tender No. BOI: CPD: DEBIT CARDS: 2015-16/005 dated 07/12/2016 we submit following additional information with our bid.

Information relating to the Company:

Name of the Company: ………………………………………………………………………

Constitution : ………………………………………………………………………

Registered Office : ………………………………………………………………………

………………………………………………………………………

Main Business : ………………………………………………………………………

Telephone Numbers : ………………………………………………………………………

Fax Numbers : ………………………………………………………………………

e-mail address : ………………………………………………………………………

Information relating to Contact Person:

Contact Person’s Name: ……………………………………………………………………

Designation : ………………………………………………………………………

Office Address : ………………………………………………………………………

……………………………………………………………………… Telephone Numbers :

……………………………………………………………………… Mobile Number :

………………………………………………………………………

Fax Numbers : ………………………………………………………………………


Page No. 54

e-mail address : ………………………………………………………………………

Documents submitted along with this *Technical Bid / *Financial Bid is as follows:

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

13.

14.

15.

17.

18.

19.

20.

Total Number documents enclosed in the *Technical / *Financial bid is: …………………….

Name: ……………………………………………… ………………………… (Authorized Signatory)

Designation: ……………………………………...

Place: ………………………………

Date: ……………………………….

* Retain one


Page No. 55

Annexure-IV

Details about the Bidder

--To be included with the Technical Bid-- S.No. Particulars Details

A. General Details 1. Name of The Bidder 2. Registered Office 3. Address of Communication 4. Telephone No.:

Fax N0.: Email ID:

5. Constitution of the Company 6. Details of the ownership 7. Nature of Present Activity 8. Name and designation of the officer

authorized to sign the papers on behalf of the bidder and make commitments to Bank of India.

9. Year of commencement of the business and number of years in business.

10. VAT/ Sales Tax/ Service Tax Registration No.

11. PAN No. 12. Brief Description of the facilities. B. Financial Details

1. Annual Turn Over i. FY 2013-14 ii. FY 2014-15 iii. FY 2015-16

2. Net Worth i. FY 2013-14 ii. FY20 14-15 iii. FY20 15-16

3. Net Profit i. FY 2013-14 ii. FY 2014-15 iii. FY 2015-16

C. Other Details 1. Total Number of the Employees (as

on 31.03.2016)

2. Major Clients and services offered to them

Name: Contact Details: 1. 2. 3. 4.


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3. Details of Quality Certifications

4. Number of Debit Cards processed during the past three years

i. 2013-14 ii. 2014-15 iii. 2015-16

5. Any Major failures of Internal system during the past three years

6. Got any award during the past three years

7. Other capabilities of the bidder

8. Details about the Card Processing and personalization set up.

9. System Architecture and scalability of the Hardware and software

10. Internal/External Audit system

11. Disaster recovery system and Business Continuity Plan.

12. Security-System and Controls

13. Inventory Control Management

14. Call Centre Management

15. Any Other relevant Information

Where ever we shall provide services in liaison with any other third party, we undertake to take full responsibility to protect Bank’s interest and ensure that credit card issuance services under out sourced model will be provided un interrupted as per terms of the RFP.

Place: Signature:

Date: Seal :


Page No. 57

ANNEXURE-V

Bank Details --To be included with the technical bid—

1. Name Of The Bank

2. Address of the Bank

3. Contact Person

4. Telephone No.

5. Fax No e-mail

6. Over Draft/CC/Other fund – based Limit

7.

Bank Guarantee Limit

8. Remarks, if any

Corporate Authorization details.

Note: This statement has to be duly attested by the banker.

Signature: Signature:

Name of the Authorized Person: Name of the Authorized Person:

Designation: Designation:

Company Seal Banker Seal


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Annexure-VI

Eligibility Criteria for Bidders --To be included in Technical Bid--

The eligibility criteria for the Bidders of End-to-End Solution for Debit Card Personalization Business (Issuance) are as under:

S.No.

Particulars Yes/No

(supporting Papers)

1. Should own the operating system for cards, developed by them, and should be a VISA, MASTER CARD and NPCI (RUPAY) certified card personalization bureau/agency having thorough knowledge of various aspects of EMV Debit card personalization and operations. If any other Card Schemes comes in future, and Bank intends to issue their cards, bidder will get them certified with that scheme also at their own Cost, as per requirement of the Bank.

Yes/No

Copy of certificate from MasterCard/ Visa/NPCI.

Self-certificate for capability

2. Should have at least Five years’ experience in managing entire Card Personalization operations of Debit Cards of two public sector Banks under VISA / MASTER CARD /RUPAY schemes. Bidder will also be required to have experience of minimum two years for card personalization and management of EMV cards, with in the overall experience of Five years, will be eligible to participate in the bid.

OR

Should be presently handling at least one Crore card (out of which minimum 10.00 lacs EMV chip cards) issuance annually in aggregate for all the banks together. The year will be 12 months prior to the date of application for RFP. Total EMV chip cards, issued by the bidder since inception should be minimum 20.00 lacs.

Bank will not bear any cost for registration and certification with VISA/MasterCard/NPCI and/or any other schemes in future.

Yes/No

Certificate from respective Banks, with period since they are working.

3. The Bidder must have capability and infrastructure to generate at least 30,000 cards or more per day for the Bank, however the Bank will be under no obligation to commit any minimum volume of business. In case Bank’s requirement increases, bidder should have the

Yes/No

Self-Certificate, with details of Plant and Machinery and its capacity.


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capacity to increase the infrastructure, maximum within three months for catering Bank requirements.

4. Should have been registered as third party service provider with MasterCard and VISA for EMV Debit Card Personalization for at least three reputed bank (out of which at least two should be a public sector Bank).

Yes/No

Certificate from respective Banks.

5. The Bidder should have minimum annual turnover of ` 50.00 Crore during the past two Financial Years. Bidder should be profit earning for the past three years and should have adequate liquidity to handle the business.

Yes/No

Self-certified copy of audited Balance sheet and Profit & Loss statement for previous two years

6. The Bidder should not have any past reported/ recorded incident of any breach of security or data compromise, notified by the Bank/ IBA/ MasterCard/ Visa/NPCI/ RBI or any other authorities during the past three years in India.

Yes/No

Self-Declaration

7. The Bidder should not have been blacklisted by any Bank/ Financial Institutions/ RBI/ Bank Association or any other Authority in India.

Yes/No

Self-Declaration

8. The Bidder should not have been defaulter to any Bank, RBI or any other organization.

Yes/No

Self-Declaration

9. The Bidder should have capacity to launch any new type of the card or incorporate any additional feature in their system as per RBI/ IBA/GOI directives or Bank of India requirements, whether mandatory or not.

Yes/No

Self-Declaration

10. The bidder should have own centralized hosting and data processing facility and back office support system in India.

Yes/No

Self-Declaration, with details of Host system and back-office support system

11.

The bidder should have PCIDSS version 3.0 compliant card generation and processing center, hosted/ co-hosted at a minimum tier-II data center. Application used by the bidder should be PADSS latest version compliant.

Yes/No

PCIDSS/PADSS certificate

12.

Should have an existing Business continuity Plan and Disaster Recovery Site with proven real-time replication, with separate MasterCard MIP & Visa VAP facilities at DR site or with necessary tie-up with other Banks / Institution and communication setup.

Yes/No

Self-Declaration, with complete details of BCP.

13. The Bidder should be able to provide end-to-end offsite solutions for Debit card personalization operations under outsourced model, as specified in scope of work given in this RFP, from their premises in India. Further, Bidder should provide access of host system at any location as required by the Bank.

Yes/No

Self-Declaration

14. The Bidder should be capable of issuing EMV Yes/No


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compliant chip card with Magistrate, with experience of at least two years for issuing EMV Cards as on the date of the Bidding. The Bidder should be certified for issuance of EMV cards, with VISA/Master Card and NPCI and will get themselves certified with any other agency coming in future.

Self-Declaration, with certificate from respective Bank.

15. The Bidder should have a successful PCI-DSS compliance certificate for the operation and Data Center for the current and two previous consecutive years, with latest version 3.0

Yes/No

Copy of the certificate


Page No. 61

Annexure- VII

POWER OF ATTORNEY

(Power of Attorney for signing of bid) (On Stamp Paper of relevant value)

--To be included in Technical Bid Envelope—

Know all men by these presents, we ______________ (name of the company) do hereby appoint and authorize Mr. ______________ (full name and residential address) who is presently employed with us and holding the position of __________ as our attorney, to do in our name and on our behalf, all such acts, deeds and things necessary in connection with or incidental to our proposal for Debit Card Personalization services under outsourced model in response to the RFP (Request for Proposal) Reference No. BOI/CPD:DEBIT CARD/2016-17/005 dated 07/12/2016 by Bank of India (hereinafter referred to as Bank of India), including signing and submission of all documents and providing information/responses to Bank of India, in all matters in connection with our bid / offer. We hereby agree, declare and undertake that all the acts, deeds and things lawfully done by our said attorney shall be construed as acts, deeds and things done, performed and executed by us and we hereby agree to ratify all acts, deeds and things lawfully done by our said attorney pursuant to this Power of Attorney and that all acts, deeds and things done by our aforesaid attorney shall and shall always be deemed to have been done by us. Dated this _____ day of ____________________ 20

For

(Signature)

(Name, Designation and Address)

Accepted (Signature) (Name, Title and Address of the Attorney)

Date:

Note:

1. To be executed by the all members in case of a Consortium.

2. The mode of execution of the Power of Attorney should be in accordance with the procedure, if any, laid down by the applicable law and the charter documents of the executants and when it is so required the same should be under common seal affixed in accordance with the required procedure.

3. Also, wherever required, the Bidder should submit for verification the extract of the charter documents and documents such as a resolution/power of attorney in favor of the Person executing this Power of Attorney for the delegation of power hereunder on behalf of the Bidder.

In case the Application is signed by an authorized Director / Partner or Proprietor of the Applicant, a certified copy of the appropriate resolution / document conveying such authority may be enclosed in lieu of the Power of Attorney


Page No. 62

Annexure- VIII

Deed of Indemnity

This Deed of Indemnity executed at Mumbai on the ______ day of _______ by ________________________________________ (hereinafter referred to as “the Obligor” which expression shall unless it be repugnant to the context, subject or meaning thereof, shall be deemed to mean and include successors and permitted assigns); IN FAVOUR OF Bank Of India a banking company within the meaning of section 5 (c) of the Banking Regulation Act, 1949 having its Head Office at Star House, C-5, Block-G, Bandra-Kurla Complex, Mumbai-400051 (hereinafter referred to as “Bank of India” which expression shall, unless it be repugnant to the subject or context or meaning thereof, be deemed to mean and include its successors and assigns)

WHEREAS

(1) The Obligor has :

(a) Offered to Bank of India the Debit Card Personalization services under outsourced model (hereinafter referred to as “the Services”),. as per the specifications provided under Request for Proposal bearing Reference No. BOI/CPD: Debit Card/2016-17:005 dated 07/12/2016 (hereinafter referred to as “RFP /Bid Document”);

(b) Represented and warranted that they have all permissions, consents, approvals and license from all authorities, both regulatory / statutory and non-regulatory, for executing the Service(s) as stated in the Contract dated……… to Bank of India;

(c) Represented and warranted that the aforesaid Service(s) offered to Bank of India do not violate any provisions of the applicable laws, regulations or guidelines including laws relating to intellectual property rights, legal and environmental. In case there is any violation of any law, rules or regulation, which is capable of being remedied the same will be got remedied immediately during the implementation, maintenance and contract period to the satisfaction of Bank of India;

(d) Represented and warranted that they are authorized and legally eligible and otherwise entitled and competent to enter into such contract(s) with Bank of India;

(2) Bank of India, relying and based on the aforesaid representations and warranties of the Obligor, has agreed to avail the Service(s) of the Obligor on the terms and conditions contained in its Contract dated ____________________ (the Contract) with the Obligor;

(3) One of the conditions of the aforesaid Contract is that the Obligor is required to furnish an indemnity in favor of Bank of India indemnifying the latter against any loss, damages or claims arising out of any violations of the applicable laws, regulations, guidelines during the execution and rendering of its Service(s) to Bank of India, over the contract period as also for breach committed by the Obligor on account of misconduct, omission or negligence or otherwise by the Obligor.

(4) In pursuance thereof, the Obligor has agreed to furnish an indemnity in the form and manner and to the satisfaction of Bank of India as hereinafter appearing; NOW


Page No. 63

THIS DEED WITNESSETH AS UNDER: -

The words and expressions not specifically defined shall have the same meanings as are respectively assigned to them in the RFP/the Contract In consideration of Bank of India having agreed to award the aforesaid Service(s) / job to the Obligor, more particularly described and stated in the aforesaid Contract, the Obligor do hereby unconditionally, absolutely and irrevocably agree and undertake that: -

(1) The Obligor shall, at all times hereinafter, save and keep harmless and indemnified Bank of India, including its respective directors, officers, employees, agents and representatives and keep them indemnified from and against any claim, costs, charges, damages, demand, losses, liabilities or expenses of any nature and kind whatsoever and by whomsoever made in respect of the Contract and any loss or damage caused from and against all suits and other actions that may be instituted taken or preferred against Bank of India by whomsoever and all losses, damages, costs, charges and expenses that Bank may incur by reason of any claim made by any claimant for any reason whatsoever or by anybody claiming under them or otherwise for any losses, damages or claims arising out of all kinds of accidents, destruction, deliberate or otherwise, direct or indirect, from those arising out of violation of applicable laws including those relating to intellectual property rights, rules, regulations, guidelines and also from the environmental damages, if any, which may occur or result from the terms of the Contract.

(2) the Obligor shall, ensure that all the permissions, authorizations, consents and licenses are obtained and renewed from the local and/or municipal and/or governmental authorities, as may be required under the applicable laws, rules, regulations, guidelines, orders framed or issued by any appropriate authorities.

(3) The Obligor hereby indemnifies and keeps indemnified Bank of India including its respective directors, officers, employees, agents and representatives against any levies / penalties / claims / demands litigations, suits, actions, judgments, and or otherwise on account of any default and or breach and or otherwise in this regard.

(4) If any additional approval, consent or permission is required by the Obligor to execute and perform the Contract during the currency of the Contract, it shall procure the same and/or comply with the conditions stipulated by the concerned authorities without any delay.

(5) The obligations of the Obligor herein are irrevocable, absolute and unconditional, in each case irrespective of the value, genuineness, validity, regularity or enforceability of the aforesaid Contract or other agreement, or the insolvency, bankruptcy, reorganization, dissolution, liquidation or change in ownership of Bank of India or Obligor or any other circumstance whatsoever which might otherwise constitute a discharge or defense of an indemnifier.

(6) The obligations of the Obligor under this deed shall not be affected by any act, omission, matter or thing which, would reduce, release or prejudice the Obligor from any of the indemnified obligations under this indemnity or prejudice or diminish the indemnified obligations in whole or in part, including in law, equity or contract


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(whether or not known to it, or to Bank of India).

(7) This indemnity shall survive the Contract.

(8) Any notice, request or other communication to be given or made under this indemnity shall be in writing addressed to either party at the address stated in the aforesaid Contract and or as stated above.

(9) This indemnity and other non-contractual obligations arising out of this indemnity, shall be governed by, and construed in accordance with, the laws of India. The Obligor irrevocably and unconditionally agrees that any legal action, suit or proceedings arising out of or relating to this indemnity may be brought in the Courts/Tribunals at Mumbai. Final judgment against the Obligor in any such action, suit or proceeding shall be conclusive and may be enforced in any other jurisdiction, by suit on the judgment, a certified copy of which shall be conclusive evidence of the judgment, or in any other manner provided by law. By the execution of this indemnity, the Obligor irrevocably submits to the exclusive jurisdiction of such Court/Tribunal in any such action, suit or proceeding.

(10) Bank of India may assign or transfer all or any part of its interest herein to any other person. Obligor shall not assign or transfer any of its rights or obligations under this indemnity, except with the prior written consent of Bank of India. IN WITNESS WHEREOF the Obligor has signed these presents on the day, month and year first above written.

Signed and Delivered on behalf of

( ___________________)

by the hand of

(____________________________),

(the authorized official ) of the Obligor


Page No. 65

Annexure- IX

Performance Security

Bank Guarantee No. :

Bank Guarantee Amount :

Expiry Date :

Claim Amount Account :

GUARANTEE FOR PERFORMANCE OF CONTRACT

THIS GUARANTEE AGREEMENT executed at ___________ this ________ day of _____________ Two Thousand sixteen BY:

______________________ Bank, a body corporate constituted under _______________, having its Registered Office/ Head Office at ______________, and a Branch Office at _____________________________________________________ (hereinafter referred to as “the Guarantor”, which expression shall, unless it be repugnant to the subject, meaning or context thereof, be deemed to mean and include its successors and assigns) IN FAVOUR OF:

Bank of India, a banking company within the meaning of the Banking Regulation Act, 1949 and having its registered office at Star House, C-5, “G” Block Bandra-Kurla Complex , Bandra (East), Mumbai-400051(hereinafter referred to as “Bank of India” or “Bank” which expression shall unless it be repugnant to the subject, meaning or context thereof, be deemed to mean and include its successors and assigns).

WHEREAS, Bank of India through Request for Proposal bearing reference no. BOI/CPD:DEBIT CARD/2016-17/005 dated 07/12/2016 (hereinafter referred to as “RFP”) invited the bids for engagement of Bidder to undertake Debit Card Personalization services under outsourced model for Bank. M/s.……………………… have been appointed as the vendor (hereinafter referred to as "Vendor") and accordingly the Vendor and the Bank have entered into contract on ......................., as per the terms and conditions contained therein and in the bid document bearing reference no................. [hereinafter referred to as “the Contract"]. The Vendor has strictly agreed to abide with the terms of Contract and the said documents.

AND WHEREAS pursuant to the RFP, the Contract, and the other related documents (hereinafter collectively referred to as “the said documents”, the Bank has agreed to avail from …………………. and ……………………………. has agreed to provide to the Bank …………………. , more particularly described in the RFP (hereinafter collectively referred to as “the Service(s)”), subject to payment of the Contract price, as stated in the said documents and also subject to the terms, conditions, covenants, provisions and stipulations contained the said documents.

AND WHEREAS the Vendor has duly signed the said documents.

AND WHEREAS in terms of the Contract, the Vendor has agreed to provide the Service(s) and to procure an unconditional and irrevocable performance bank guarantee, in favor of the Bank, from a bank acceptable to the Bank for securing


Page No. 66

the faithful observance and performance by the Vendor of the terms, conditions, covenants, stipulations, provisions of the said documents. AND WHEREAS at the request of the Vendor, the Guarantor has agreed to guarantee the Bank, payment of Rs.………………………….. (Rupees .................................................. only) towards faithful observance and performance by the Vendor of the terms of the Contract and the said documents.

NOW THEREFORE THIS AGREEMENT WITNESSETH AS FOLLOWS:

In consideration of the above premises, the Guarantor hereby unconditionally, absolutely and irrevocably guarantees to the Bank as follows:

The Guarantor hereby guarantees and undertakes to pay, on demand, to the Bank at its office at Mumbai forthwith, the sum of Rs.……………………………………….or any part thereof, as the case may be, as aforesaid due to the Bank from the Vendor, towards any loss, costs, damages, etc. suffered by the Bank on account of default or breach of the Vendor in the faithful observance and performance of the terms, conditions, covenants, stipulations, provisions of the Contract and/or the said documents, without any demur, reservation, contest, recourse or protest or without any reference to the Vendor. Any such demand or claim made by the Bank, on the Guarantor shall be final, conclusive and binding, notwithstanding any difference or any dispute between the Bank and the Vendor or any dispute between the Bank and the Vendor pending before any Court, Tribunal, Arbitrator, or any other authority.

The Guarantor agrees and undertakes not to revoke this Guarantee during the currency of these presents/the said documents, without the previous written consent of the Bank and further agrees that the Guarantee herein contained shall continue to be enforceable until and unless it is discharged earlier by the Bank, in writing.

The Bank of India shall be the sole judge to decide whether the Vendor has failed to perform and/or observe the terms of the Contract or the said document or for providing the Services by the Vendor to the Bank, and on account of the said failure what amount has become payable by the Vendor to the Bank under this Guarantee. The decision of the Bank in this behalf shall be final, conclusive and binding on the Guarantor and the Guarantor shall not be entitled to demand the Bank to establish its claim under this Guarantee, but shall pay forthwith, the sums demanded, without any objection, whatsoever.

To give effect to this Guarantee, the Bank, may act as though the Guarantor was the principal debtor to the Bank.

The liability of the Guarantor, under this Guarantee shall not be affected by:

(a) Any change in the constitution or winding up of the Vendor or any absorption, merger or amalgamation of the Vendor with any other company, corporation or concern; or

(b) Any change in the management of the Vendor or takeover of the management of the Vendor by the Government or by any other authority; or

(c) Acquisition or nationalization of the Vendor and/or of any of its undertaking(s) pursuant to any law; or


Page No. 67

(d) Any change in the constitution of Bank of India / Vendor; or

(e) Any change in the setup of the Guarantor which may be by way of change in the constitution, winding up, voluntary or otherwise, absorption, merger or amalgamation or otherwise; or

(f) The absence or deficiency of powers on the part of the Guarantor to give Guarantees and/or Indemnities or any irregularity in the exercise of such powers.

(g) Any variance in the terms and conditions of the said documents.

Bank of India shall be at liberty to make any modification or otherwise vary or alter the said terms & conditions and / or rules or regulations concerning the said documents and the same will not in any way discharge or otherwise vitiate or affect this Guarantee. Notwithstanding anything contained hereinabove, the liability of the Guarantor hereunder shall not exceed the rupee equivalent of ………………………………………. (In words).

Any act or omission, time or indulgence granted by Bank of India to the Vendor and / or Guarantor if any will also not discharge this Guarantee or otherwise vitiate or affect or prejudice this Guarantee. The Guarantor shall on demand make the payment without set-off and free and clear of any deductions, charges, fees, or withholding of any nature presently or in the future imposed, levied, collected, withheld or assessed by the Government or any political subdivision or authority and therein and thereof.

The Guarantor confirms that a mere letter from Bank of India, that there has been a default/failure on the part of the Vendor in faithfully observing and performing the terms, conditions, covenants, stipulations, provisions, of the Contract/ the said documents, shall without any other or further proof be final, conclusive and binding on the Guarantor.

This Guarantee will expire on _______________(expiry date).

Any demand or claim under this Guarantee must be received by the Guarantor by ……(Date will be inclusive of six months claim period )

Notwithstanding anything to the contrary, the Guarantor hereby agree and undertake to extend the validity period of this guarantee for a further period as decided by Bank of India when such request is received at least 15 days before the expiry of validity period of the Guarantee.

This Guarantee shall be binding upon us and successors –in -interest and shall be irrevocable. For all purposes connected with this Guarantee and in respect of all disputes and differences under or in respect of these presents or arising there from the courts of Bombay city/ Mumbai city where the Bank has its Registered Office shall alone have jurisdiction to the exclusion of all other courts.

IN WITNESS WHEREOF the Guarantor has caused these presents to be executed on the day, month and year first herein above written as hereinafter appearing. SIGNED AND DELIVERED BY the within named Guarantor, ______________________, by the hand of Shri.__________, its authorized official.


Page No. 68

Annexure-X

Undertaking --To be included in Technical Bid Envelope--

It is certified that the information furnished here in and as per the document submitted is true and accurate and nothing has been concealed or tampered with. We have gone through all the conditions of bid and are liable to any punitive action for furnishing false information / documents.

Dated this _____ day of ______ 20.


Page No. 69

Annexure -XI

Non-Disclosure Agreement

This Non-Disclosure Agreement ("Agreement") is made on this_____ day of_______________, 20.

BETWEEN

Bank of India , a Public Sector Bank, having its Head Office at Star House, C-4 &5 ,G-Block , Bandra-Kurla Complex, Bandra-East, Mumbai-400051 (hereinafter called “Bank of India” which expression shall unless it be repugnant to the subject, context or meaning thereof shall be deemed to mean and include its successors and assigns) of the ONE PART;

AND

_____________________________ (Name of Bidder) of _______________ (please specify the registered office of the (Bidder) (hereinafter called “the Successful Bidder/ Successful Vendor” which expression shall unless it be repugnant to the subject, context or meaning thereof shall be deemed to mean and include its successors) of the OTHER PART;

Bank of India and Successful Vendor, wherever the context so permits, shall hereinafter collectively refer to as the “Parties” and individually as a “Party”. WHEREAS Bank of India vide its RFP No. BOI/CPD:DEBIT CARD/2016-17/005 dated 07/12/2016 had invited for the Bids from eligible Bidders for performing/delivering the Service(s).

The Successful Bidder after going through the RFP and being interested to perform/deliver the Service(s) participated in the bidding process and submitted its Bid.

WHEREAS the Successful Bidder had represented that it is engaged in the business of providing the Services and has all the requisite skills, expertise, experience and necessary facilitates for providing/ rendering/ delivering the Service(s) to Bank of India as required in the RFP, for Selection of Vendor for Credit Card Issuance under Outsourced Model

WHEREAS Bank of India, based upon the representation and warranties made by the Successful Bidder had entered/ will enter into a contract for the performance/delivery of Service(s) by the Successful Bidder.

.

WHEREAS, the Successful Bidder is aware and confirms that the information, data, technical specification and other documents made available in the RFP/ the Contract and thereafter regarding the Service(s) as furnished by the Bidder in their Request For Proposal or otherwise and all the Confidential Information under the RFP/the Contract is privileged and strictly confidential and/or proprietary to Bank of India,

NOW THEREFORE, in consideration of the foregoing, the Successful Bidder agrees to all of the following conditions, for Bank of India, to grant the Successful


Page No. 70

Bidder specific access to Bank’s property/information and other data.

In this Agreement, it is hereby agreed as under:

"Subsidiaries / Affiliates" means and includes the holding company, subsidiary and any other entity directly or indirectly "managed" or "controlled" by the Company/ Bank of India. The term "managed" or "controlled" shall include ability to appoint and remove majority of the directors, partners or the like in the entity by whatever name called.

The words and expressions not specifically defined shall have the same meanings as are respectively assigned to them in the RFP/the Contract.

a) The Parties agree that they shall hold in trust any Confidential Information received by either Party, under the Contract, and the strictest of confidence shall be maintained in respect of such Confidential Information. The Parties also agree and undertake to:

• maintain and use the Confidential Information only for the purposes of the

Contract and only as permitted herein;

• make copies as specifically authorized by the prior written consent of the other Party and with the same confidential or proprietary notices as may be printed or displayed on the original;

• Not, without the prior written consent of the disclosing Party, which consent the disclosing Party shall not be under any obligation to provide, disclose the Confidential Information to any third party, save and except to, restrict access and disclosure of Confidential Information to such of their employees, agents, vendors, and Vendors strictly on a "need to know" basis, to maintain confidentiality of the Confidential Information disclosed to them in accordance with this clause; and

• Treat Confidential Information as confidential for a period of Six (6) years from the date of receipt. In the event of earlier termination of this Contract, the Parties hereby agree to maintain the confidentiality of the Confidential Information for a further period of [two (2)] years from the date of such termination;

• Not at any time either during the continuance of this Agreement or upon

termination of this Agreement, publish or divulge either directly or indirectly to

any person, firm or company any Confidential Information;

• To keep the Confidential Information as strictly confidential;

This Agreement shall commence on the date of execution of this Agreement and treat Confidential Information as confidential for a period of Six years from the date of last such disclosure of the Confidential Information. In the event of earlier termination of this Agreement, the Parties hereby agree to maintain the confidentiality of the Confidential Information for a further period of two years from the date of such termination. Further, any term or provision of this Agreement that by its nature is intended to survive termination or expiration hereof will so survive and apply.

b) Confidential Information in oral form must be identified as confidential at the time of disclosure and confirmed as such in writing within 30 days of such


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disclosure. Confidential Information does not include information which:

• The recipient knew or had in its possession, prior to disclosure, without limitation on its confidentiality;

• Is independently developed by the recipient without breach of the Contract;

• Is the public domain;

• Is received from a third party not subject to the obligation of confidentiality with

respect to such information;

• Is released from confidentiality with the prior written consent of the other Party.

Provided that if receiving Party is required to disclose any Confidential Information by order of any court or regulatory authority, receiving Party will immediately upon receipt of such order intimate the disclosing Party of such order to enable the disclosing Party to challenge such order or to allow the disclosing Party a reasonable opportunity to seek an appropriate protective order or other means to protect the confidentiality of such Confidential Information; provided further that the disclosure in such case shall be only to the extent required by law and subject to consultations with the disclosing Party with view to agreeing to the timing and content of such disclosure.

The recipient shall have the burden of proving hereinabove are applicable to the information in the possession of the recipient.

c) Notwithstanding the foregoing, the Parties acknowledge that the nature of the Service(s) to be performed under this Contract may require the Successful Bidder’s personnel to be present on premises of Bank of India or may require the Successful Bidder’s personnel to have access to computer networks and databases of Bank of India while on or off premises of Bank of India. It is understood that it would be impractical for Bank of India to monitor all information made available to the Successful Bidder’s personnel under such circumstances and to provide notice to the Successful Bidder’s of the confidentiality of all such information. Therefore, the Successful Bidder agrees and undertakes that any technical or business or other information of Bank of India that the Successful Bidder’s personnel, or agents acquire while on Bank of India premises, or through access to Bank of India’s computer systems or databases while on or off Bank of India’s premises, shall be deemed Confidential Information.

d) Confidential Information shall at all times remain the sole and exclusive property of the disclosing party. Upon termination of the Contract, confidential information shall be returned to the disclosing Party or destroyed, if incapable of return. The destruction shall be witnessed and so recorded, in writing, by an authorized representative of each of the Parties. Nothing contained herein shall in any manner impair or affect rights of Bank of India in respect of the Confidential Information.

e) In the event that any of the Parties hereto becomes legally compelled to disclose any Confidential Information, such party shall give sufficient notice to the other Party to enable the other party to prevent or minimize to the extent possible, such disclosure. Neither Party shall disclose to a third party any Confidential


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Information or the contents of this Contract without the prior written consent of the other Party. The obligations of this Clause shall be satisfied by handling Confidential Information with the same degree of care, which the receiving Party applies to its own similar confidential information but in no event less than reasonable care. The obligations of this clause shall survive the expiration, cancellation or termination of this Contract.

f) The receiving Party acknowledges the confidential nature of Confidential Information and damage could result to the disclosing Party if the receiving Party breaches any provision of the agreement and agrees that, if the receiving Party or any of the directors, officers or employees should engage or cause or permit any other person to engage in any act in violation of any provision hereof, the disclosing Party may suffer immediate irreparable loss for which monetary compensation may not be adequate. The disclosing Party shall be entitled, in addition to such other remedies, damages & relief as may be available to it, to an injunction or similar relief prohibiting the receiving Party, its directors, officers etc. from engaging in any such act.

g) This Agreement shall be governed, interpreted and enforced in accordance with the laws of India.

h) The provisions hereunder shall survive termination of the Contract.

i) Any dispute arising out of or in relation to this Agreement shall be referred to arbitration by a sole arbitrator appointed by both the parties The arbitration shall be governed by the Arbitration and Conciliation Act 1996. Each Party shall pay and bear its own cost of arbitration. The Arbitration shall be held in the city of Mumbai and the arbitration proceedings shall be conducted in English language.

j) This document contains the entire agreement between the Parties with respect to the subject matter hereof. Any failure to enforce any provision of this Agreement shall not constitute a waiver thereof or of any other provision. This Agreement may not be amended, nor any obligation waived, except by a writing signed by both Parties hereto. If any part of this Agreement is found invalid or unenforceable, that part will be amended to achieve as nearly as possible the same economic and legal effect as the original provision and the remainder of this Agreement will remain in full force.

k) This Agreement shall bind and inure to the benefit of the Parties hereto and their successors and assigns. Neither Party can assign any of its rights or obligations under this Agreement without the prior written consent of the other Party.

Authorized Signatory

Name:

Designation:

Office Seal:

Place: