Request for Proposal For Outsourcing of ATM Managed services, ATM site construction Bank of Baroda e-business Department 7 th Floor, Baroda Sun Tower C-34, G-Block, Bandra Kurla Complex Bandra (East), Mumbai - 400051 RFP Reference Number: BCC/EB/103/ATM/110 Dated 14 th February, 2011
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Request for Proposal
For
Outsourcing of ATM Managed services,
ATM site construction
Bank of Baroda
e-business Department
7th
Floor, Baroda Sun Tower
C-34, G-Block, Bandra Kurla Complex
Bandra (East), Mumbai - 400051
RFP Reference Number: BCC/EB/103/ATM/110
Dated 14th
February, 2011
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 2
Important Dates
# Particulars Date and Time lines
1 Issuance of RFP Document By Bank 14th
February 2011
2 Last date of submission of any query and reporting any error 25th
February 2011 5:00 PM
3 Pre-bid Meeting Date 28th
February 2011 3:00 PM
4 Last date of Submission of BIDs 7th
March 2011 3:00 PM
5 Opening of Eligibility Bid 7th
March 2011 4:00 PM
6 Opening of Technical Bid 11th
March 2011 4:00 PM
7 Announcement of Technical Qualifiers and Opening of Commercial Bid 1st
April 2011 3:00 PM
N.B: The above dates are tentative and subjected to change without any prior notice or intimation. Bidders are requested
to confirm date, time & venue -1- day prior to any event.
Important Clarifications:
1. ‘Bank’ means ‘Bank of Baroda’
2. ‘ATMs’ means Bank of Baroda’s ATMs.
3. ‘Vendor’ means the respondent to the RFP document.
4. ‘RFP’ means this Request for Proposal document.
5. ‘Recipient’ or ‘Respondent’ or ‘Bidder’ means to whom the RFP document is issued by the Bank.
6. ‘Nominal Price’ Total rationalized cost Quoted by the Bidder.
7. ‘Offer’ means response to RFP document submitted by Recipient to the Bank
This document is meant for the specific use by the Company / person(s) interested to participate in the current
Tendering process. This document in its entirety is subject to Copyright Laws. Bank of Baroda expects the Bidders or
any person acting on behalf of the Bidders strictly adhere to the instructions given in the document and maintain
confidentiality of information. The Bidders will be held responsible for any misuse of information contained in the
document, and liable to be prosecuted by the Bank In the event that such a circumstance is brought to the notice of
the Bank. By downloading the document, the interested party is subject to confidentiality clauses.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 3
Table of Content
Section A: Introduction and Disclaimer................................................................................................... Page-4
Section B: Lodgement of RFP Submission................................................................................................ Page-6
Contact Person from Respondent/Bidder in case of need. Tel No:
S. No Reference from RFP Section (If
From RFP)
Question/Issue Bank’s Comments
Volume &
Section Ref
Page No
1
2
3
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 8
Bank shall try to respond to all the queries raised by the vendors. However Bank reserves the right
of not responding to any query, if Bank feels that the same is not required to be answered.
The Bank will not answer any communication initiated by Respondents -4- business days prior to the
date of Pre-bid meeting. However, the Bank may in its absolute discretion seek additional
information or material from any Respondents after the RFP closes and all such information and
material provided must be taken to form part of that Respondent’s response.
The Bank may in its absolute discretion engage in discussion or negotiation with any Respondent (or
simultaneously with more than one Respondent) after the RFP closes to improve or clarify any
response.
B.6 Notification
The Bank will notify Respondents in writing as (soon as practicable) about the outcome of its RFP
submission including if the Respondent’s submission has been rejected. The Bank is not obliged to
provide any reasons for any such rejection.
B.7 Submission of Bids
The bids shall be in three parts viz.
(a) Eligibility Proposal;
(b) Technical Proposal; and
(c) Commercial Proposal.
Each proposal – Eligibility, Technical and Commercial Proposals - shall be submitted in separate sealed
envelopes super-scribing “Eligibility proposal for ATM Managed Services & ATM Site Construction”,
“Technical proposal for ATM Managed Services & ATM Site Construction” and “Commercial proposal
for ATM Managed Services & ATM Site Construction” on top of the respective envelopes containing
eligibility, technical and commercial bid. These separate sealed envelopes should be put together in the
sealed master envelope super-scribing “PROPOSAL FOR ATM Managed Services & ATM Site
Construction”.
All the Envelopes (inside the Master Envelope) should have the following information:
1. Name of the Bidder :
2. Type of offer : eligibility/technical/commercial
3. Date of submission:
Please note that in following cases Bank may reject the Bids from the Vendor:
I. Submission of Bid after the Time stipulated in this RFP Document.
II. Misleading / incomplete information.
III. Bid submission without firms Name.
IV. Price information other than ‘Commercial Bid envelop’.
V. Improper Drafts / Banker’s Cheque for RFP Document Fee.
VI. Submission of improper Documentation.
VII. Envelopes are not in order as directed in this document.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 9
B.8 Opening of Bids:
Opening of Bids shall be strictly as per schedule under this RFP and no request for change in date
shall be entertained. However, Bank reserves the right to Change the date and time of the Schedule
of Outsourcing under unavoidable circumstances, if any.
The Eligibility Proposal will be opened and evaluated first for determining the eligibility of each Bidder. Only
those Bidders who meet the minimum eligibility conditions will have their Technical Proposals opened and
evaluated next.
Technical Bid will be opened only if the Bidder is found Qualified as per Eligibility Criteria as per stipulation of
this RFP document.
Commercial Proposal shall be opened only for the short-listed Bidders who have secured the cut-off mark of
70% in the Technical Proposal evaluation process.
This being a project /program for ATM Managed Services & ATM Site Construction, impacting the Bank’s
vital services to its customers as such no compromise can be afforded, only those Bidders will qualify in the
Technical Proposal evaluation who secure a minimum of 70% score in the technical evaluation. The technical
bids shall be evaluated on the basis of
(a) Submissions made by Bidders in their response to this RFP as per the response template given.
(b) Site visits and demonstration of fulfillment of requirements as given in this RFP to the Bank’s
evaluation team;
(c) Oral/PPT presentation made by the Bidders
Thus, Commercial bids will be opened only for those Bidders who secure a minimum of 70% score in technical
evaluation. The final selection of the Vendor will be based on techno-commercial evaluation criteria, as per
details given below.
In case only one participant Bidder gets 70% or more marks, then next highest scoring Bidder will also be
selected for commercial evaluation. In case none of the participant Bidders scores 70% or more marks in the
Technical Evaluation, the commercial bid of only top 2 Bidders on the basis of technical evaluation will be
opened and the one having the “least price” will be invited for further negotiation of the contract.
The Technical Proposal shall contain the technical proposal to the requirement of the Bank as per the
response template given in Section F, Para-F.1
A copy of the Commercial Proposal template masking the prices is to be submitted along with the Technical
Proposal.
The Commercial Proposal shall be submitted as per Section-F
The eligibility proposal shall be organized and submitted as per the following sequence:
a) Table of Contents (list of documents enclosed)
b) Eligibility proposal as per template given.
c) All copies of certificates, documentary proofs etc.
The technical proposal shall be organized and submitted as per the following sequence:
a) Table of Contents (list of documents enclosed)
b) Technical proposal as per Checklist given in Section-F in hard copy.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 10
c) A CD containing soft copy of the technical proposal in MS Word/Excel 2003
d) A CD containing soft copy of the technical proposal in Adobe pdf
e) Masked commercials as per commercial template given.
All the relevant pages of the proposals (except literatures, datasheets and brochures) are to be numbered
and be signed by authorized signatory on behalf of the Bidder. The number should be a unique running serial
no. across the entire document.
The Bidder has to submit a soft copy of the respective components (Eligibility, Technical and Commercial) of
the proposal in CDs/DVDs in the respective sealed folders/envelops in MS Office 2003 format AND Adobe pdf
format. It should be noted that in case of any discrepancy in information submitted by the Bidder in hard-
copy and soft-copy, the hard-copy will be given precedence. However, in case of non-submission of any hard
copy document, if the same is found submitted in the soft-copy, Bank of Baroda reserves right to accept the
same at its discretion.
B.9 Bid Security, Cost of RFP, Performance Bank Guarantee:
B.9.1 BID SECURITY:
A) The Bidder shall furnish, as part of its bid, a bid security for an amount of Rs 1,00,00,000/= (Rupees
One Crore Only) in the form of a Bank Guarantee issued by a reputed Scheduled Commercial Bank in
India(except Bank Of Baroda ) in the format enclosed and valid for-3-months from the last date of
submission of the Commercial bid . The Bid Security should be enclosed in original with the "Eligibility
Bid".
B) The successful Bidder's bid security will be discharged upon the Bidders signing the contract &
furnishing the performance security. Unsuccessful Bidder's bid security will be returned as promptly as
possible, but not later than 30 days after the declaration of the successful Bidder.
C) The bid security may be forfeited/Bank Guarantee shall be invoked:
(i) If a Bidder withdraws its bid during the period of bid validity; or
(ii) In case of a successful Bidder, if the Bidder fails:
a) To sign the Contract within the stipulated time: or
b) To furnish Performance Security within the stipulated time and valid till the end of warranty
period.
B.9.2 COST OF RFP:
A complete set of Bidding documents may be purchased / submitted by any of eligible Vendors from this
office upon payment of a non refundable fee of Rs. 50,000/- (Rupees Fifty Thousand Only), in the form of a
Demand Draft / Banker’s Cheque in favour of Bank of Baroda payable at Mumbai. The same is available on
our Bank’s website, www.bankofbaroda.com and can be downloaded from the website. In case the Bid
document is downloaded from the website, the price of Bidding document will have to be handed over
separately along with a non refundable Demand Draft / Banker’s Cheque for Rs. 50,000/- in favour of Bank
of Baroda payable at Mumbai at the time of submission of the Bid.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 11
The Bids shall be addressed and submitted to:
The General Manager
(e-Business, CMS, NRI Services & BPR)
Bank of Baroda
Baroda Sun Tower
C-34, G-Block, Bandra-Kurla Complex
Bandra (East)
Mumbai 400 051
The bids (arranged as mentioned above) are to be submitted at the 7th floor of the Baroda Sun Tower Dept.
of e-Business, with appropriate labels, at the above address before the due date & time as specified. The bid
submitted anywhere else is liable to be rejected.
It may be noted that all queries, clarifications, questions etc., relating to this RFP, technical or otherwise,
must be in writing only and should be to the nominated point of contact.
Bidders should provide their e-mail address in their queries without fail.
The Bidder will submit an undertaking specifying that the Bidder has obtained all necessary statutory and
obligatory permission to carry out project works, if any.
The proposal should be prepared in English in MS Word format. The e-mail address and phone/fax numbers
of the Bidder should also be indicated on the sealed cover.
Formats of Bids: The Bidders should strictly use the formats prescribed by the Bank in the RFP for submitting
the eligibility bid; the technical and the commercial bid.
B.9.3 Performance Bank Guarantee:
Successful Vendor also has to furnish a Performance bank guarantee of Rs. 10,00,00,000/- (Ten Crores
Only)in addition to the bid security (EMD)/, issued by any reputed Scheduled Commercial Bank in India (other
than Bank of Baroda) in favour of Bank of Baroda. Performance bank guarantee has to remain valid up to 3
months after the expiry of the contract. In case of extension of contract the successful Vendor has to extend
the Bank guarantee for the extended period (exceeding three months of the currency of contract) as per
stipulation in the SLA.
B.10 General Terms and Conditions
B.10.1 Adherence to Terms and Conditions:
The Bidders who wish to submit responses to this RFP should note that they should abide by all the terms
and conditions contained in the RFP. If the responses contain any extraneous conditions put in by the
respondents, such responses may be disqualified and may not be considered for the selection process.
B.10.2 Execution of SLA/NDA:
The Vendor will execute (a) a Service Level Agreement, which would include all the services and terms and
conditions of the services to be extended as detailed herein and as may be prescribed by the Bank; and (b)
Non-disclosure Agreement. The Vendor will execute the SLA and NDA within one month from the date of
acceptance of Letter of Appointment.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 12
B.10.3 Other terms and conditions:
Bank of Baroda reserves the right to:
• Reject any and all responses received in response to the RFP
• Waive or Change any formalities, irregularities, or inconsistencies in proposal format delivery
• Extend the time for submission of all proposals
• Select the most responsive Bidder (in case no Bidder satisfies the eligibility criteria in totality)
• Select the next most responsive Bidder if negotiations with the Bidder of choice fail to result in an
agreement within a specified time frame.
• Share the information/ clarifications provided in response to RFP by any Bidder, with any other
Bidder(s) /others, in any form.
• Cancel the RFP/Tender at any stage, without assigning any reason whatsoever.
B.10.4 Substitution of Project Team Members: During the assignment, the substitution of key staff identified for the assignment will not be allowed
unless such substitution becomes unavoidable to overcome the undue delay or that such changes are
critical to meet the obligation. In such circumstances, the Vendor can do so only with the concurrence of
the Bank by providing other staff of same level of qualifications and expertise. If the Bank is not satisfied
with the substitution, the Bank reserves the right to terminate the contract and recover whatever
payments made by the Bank to the Vendor during the course of this assignment besides claiming an
amount, equal to the contract value as liquidated damages. However, the Bank reserves the right to insist
the Vendor to replace any team member with another (with the qualifications and expertise as required
by the Bank) during the course of assignment.
B.11 Professionalism: The Vendor should provide professional, objective and impartial advice at all times and hold the Bank’s
interests paramount and should observe the highest standard of ethics while executing the assignment.
B.12 Adherence to Standards: The Vendor should adhere to laws of the land and rules, regulations and guidelines prescribed by various
regulatory, statutory and Government authorities
B.13. The Bank or other regulatory authorities reserves the right to conduct an audit / ongoing audit of the
services provided by the Vendor.
B.14 The Bank reserves the right to ascertain information from the banks and other institutions to which the
Bidders have rendered their services for execution of similar projects.
B.15 Expenses:
It may be noted that the Bank will not pay any amount/expenses / charges / fees / travelling expenses /
boarding expenses / lodging expenses / conveyance expenses / out of pocket expenses.
B.16 The bid should contain the resource planning proposed to be deployed for the project which includes,
inter-alia, the number of personnel, skill profile of each personnel, duration etc.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 13
B.17 Terms of Payment: The Vendor’s fees will be paid in the mutually agreed manner for each item/activity which is described
in the Commercial Proposal
B.18 (a) Penalty and Liquidated Damages :
The selected Vendor/service provider (other than the existing Vendor service provider, if selected) shall
commence take-over of the existing network of Bank’s ATMs within three weeks of the signing of the
contract and shall complete the complete take-over of the entire network / all ATMs within a maximum
period of 8 to 10 weeks from the date of commencement of take-over. For the transition period, the
Vendor/service provider shall commence services as detailed in this RFP from the date of take-over of
each ATM. For any delay in delivery and commissioning beyond 8/10 weeks + three weeks from the date
of Purchase Order issued by the Bank, the Bank reserves the right to charge Penalty at the rate of 0.5 %
of the cost of the Contract price of the services per week subject to a maximum of 10% of the Total Cost
of the Contract price of the services.
However, if there is delay beyond the above period and/or amendments thereon, due to reasons
attributable to the Bank and / or the out-going Vendor/service provider, such period will be exempted
from computation of delay for the purpose of Penalty and Liquidated Damages. The Vendor shall have to
produce document showing "Reasons for delay to commence / completion of work" from the
representatives of Bank of Baroda and to undertake to complete the take-over work within next one
week of confirmation of readiness by the Bank. This, however, does not preclude the Bank from invoking
the Performance Guarantee, if warranted, as per the terms of this RFP.
If the selected Bidder fails to complete the due performance of the contract in accordance to the
specifications and conditions agreed during the final contract negotiation, the Bank reserves the right
either to cancel the contract or to accept performance already made by the Bidder. The Bank reserves
the right to recover an amount as deemed reasonable by the Bank as Liquidated Damages for non-
performance.
Both the above Penalty and Liquidated Damages are independent of each other and are applicable
separately and concurrently.
B.18 (b) Force Majeure:
In case the selected Bidder is prevented from performing any of his obligations under this proposal by
reason of any cause beyond its reasonable control, such as fire, earthquake, riot, strike, war etc. the time
for performance shall be extended until the operation or such cause has ceased, provided the party
affected gives prompt notice any such factors or inability to perform, resumes performance as soon as
such factors disappear or are circumvented. If under this clause the Bidder is excused performance of
any obligation for a continuous period of ninety (90) days, then the Bank may at any time hereafter while
such performance continues to be excused, terminate this agreement without liability, by notice in
writing to the other
Liquidity Damages is not applicable for reasons attributable to the Bank and Force Majeure.
B.19 Indemnity: The Bidder shall indemnify, protect and save the Bank against all claims, losses, damages, costs,
expenses, action suits and other proceedings, resulting from infringement of any patent, trade
marks, copyrights etc. by the Bidder. The Bidder shall always remain liable to the Bank for any
losses suffered by the Bank due to any technical error and negligence or fault on the part of the
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 14
Bidder and the Bidder also indemnifies the Bank for the same in respect of the hardware and
software supplied by him by executing an instrument to the effect on a Non-Judicial stamp paper
that Bank may sustain on account of violation of patent, trademarks etc. by the Bidders.
B.20 Authorised Signatory: The selected Bidder shall indicate the authorized signatories who can discuss and correspond with the
Bank, with regard to the obligations under the contract.
The selected Bidder shall submit at the time of signing the contract, a certified copy of the extract of the
resolution of their Board, authenticated by Company Secretary, authorizing an official or officials of the
company or a Power of Attorney copy to discuss, sign agreements/contracts with the Bank. The Bidder
shall furnish proof of signature identification for above purposes as required by the Bank.
B.21 (a) Applicable Laws and Jurisdiction of court: The Contract with the selected Bidder shall be governed in accordance with the Laws of India for the time
being in force and will be subject to the exclusive jurisdiction of Courts at Mumbai (with the exclusion of
all other Courts).
(b) Arbitration:
In the event of a dispute or difference of any nature whatsoever between Bank and the
Bidder during the course of the assignment arising as a result of this proposal, the same will
be settled through the process of arbitration conducted by a sole Arbitrator appointed by the
Bank. Arbitration will be carried out at Bank's office that placed the order. The provisions
of Arbitration and Conciliation Act 1996 shall apply to the Arbitration proceeding.
B.22 Cancellation of Contract and Compensation:
The Bank reserves the right to cancel the contract of the selected Bidder and recover expenditure
incurred by the Bank on the following circumstances:
• The selected Bidder commits a breach of any of the terms and conditions of the bid/contract.
• The Bidder goes into liquidation voluntarily or otherwise.
• An attachment is levied or continues to be levied for a period of 7 days upon effects of the bid.
• The progress regarding execution of the contract, made by the selected Bidder is found to be
unsatisfactory.
• If deductions on account of Penalty exceeds more than 10% of the total contract price.
After the award of the contract, if the selected Bidder does not perform satisfactorily or delays execution
of the contract, the Bank reserves the right to get the balance contract executed by another party of its
choice by giving one month’s notice for the same. In this event, the selected Bidder is bound to make
good the additional expenditure, which the Bank may have to incur to carry out bidding process for the
execution of the balance of the contract. This clause is applicable, if for any reason, the contract is
cancelled.
The Bank reserves the right to recover any dues payable by the selected Bidder from any amount
outstanding to the credit of the selected Bidder, including the pending bills and/or invoking Bank
Guarantee, if any, under this contract or any other contract/order.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
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B.23 Non Payment of vendor Charges/Fees: If any of the items/activities as mentioned in the price bid are not taken up by the Bank during the
course of this assignment, the Bank will not pay the vendor fees/charges quoted by the Vendor in the
Price Bid against such activity/item.
B.24 Assignment: Neither the contract nor any rights granted under the contract may be sold, leased, assigned, or
otherwise transferred, in whole or in part, by the Vendor, and any such attempted sale, lease,
assignment or otherwise transfer shall be void and of no effect without the advance written consent of
the Bank.
B.25 Subcontracting: The Vendor shall not subcontract or permit anyone other than its personnel to perform any of the work,
service or other performance required of the Vendor under the contract without the prior written
consent of the Bank.
B.26 Vendor’s Selection/Evaluation Process:
The evaluation/selection process will be done with combination of eligibility, technical competence and
commercial aspects as detailed here below.
Step 1 –
Eligibility Evaluation:( Step 1 will be to ascertain the eligibility of the Vendor/service provider/system
integrator / lead Bidder to bid for the project. )
Bidders who fulfil all parameters of eligibility criteria as per Annexure III will be qualified for technical
evaluation.
Step 2 –
Technical Evaluation: The evaluation of functional and technical capabilities of the Bidders of this RFP will
be completed in this step. The technical proposals only will be subjected for evaluation at this stage. The
Bidders scoring less than 70% marks (cut-off score) in the technical evaluation shall not be considered for
further selection process. Once the evaluation of technical proposals is completed, the Bidders who score
the prescribed cut-off(70%) score or more will only be short listed. In case, none of the participating
Bidders qualify on technical criteria and reach or exceed the cut-off score of 70%, then the Bank, at its
sole discretion, may qualify two Bidders on the basis of the top 2 scores, subject to the condition that
the score difference between the 2 top scorers is not exceeding 5%.
Step 3 –
Commercial Proposal Evaluation: The best and firm price should only be quoted (as per the format
enclosed).
a) The Vendor is requested to quote in Indian Rupees (‘INR’) only . Bids in currencies other than INR
would not be considered.
b) The prices and other terms offered by Vendors must be firm for an acceptance period of 180 days
from the last date of opening the commercial bid.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 16
The prices quoted by the Vendor shall EXCLUDE all costs such as Government levies, service tax, any
other taxes, VAT, cess, excise and custom duties or similar taxes or duties etc. that need to be incurred.
The prices quoted will also include transportation to respective sites, installation and insurance till
completion of the acceptance by the Bank
Thus, Prices should be quoted excluding all taxes- only base prices be mentioned, however Bank will reimburse CST, VAT, octroi etc. etc. on actual basis after submission of the
Bill.
VAT and Service Tax are payable extra as per Invoice submitted by Vendor.
The commercial proposals of technically short listed Bidders will then be opened and evaluated for
completeness. If the commercial quote is incomplete either for not providing quote for all required
components or omitting to provide quote for a sub-component, it will be presumed that the
component(s) / sub-component will be provided without any additional cost to the Bank. The Bank may,
however, in its absolute discretion disqualify a Bidder whose commercial quote is found to be
incomplete. If it is found at any stage (before or after selection) that there is a calculation (addition,
subtraction, multiplication or division) mistake, then the final totalled price, notwithstanding the mistake,
will be considered as the offer price for evaluation. However, the price payable will be the lower of the
“correct total” and “incorrect total”.
Example A, if the price quoted is as under:
Component A: Rs. 1000/-
Component B: Rs. 0589/-
Component C: Rs. 2350/-
Total: Rs. 4939/-
In this example, Rs. 4939/- will be taken for evaluation. However, the price payable shall be Rs. 3939/-
Example B, if the price quoted is as under:
Component A: Rs. 1000/-
Component B: Rs. 0589/-
Component C: Rs. 2350/-
Total: Rs. 2939/-
In this example, the price taken for evaluation will be Rs. 2939/-. However, the price payable will also be
Rs. 2939/- only
Various stages of technical evaluation are presented below:
1. Paper evaluation based on response
2. Demo of tools(s), services – actual demonstration of tools(s) and not just PPT presentations
3. Site visits to Bidder’s locations where solution is already functional/implemented, including DC/DR,
call centre, operations centre etc.
4. Oral presentations and clarifications given to Bank’s evaluation team
5. Arriving at the final score on technical proposal
At the sole discretion and determination of the Bank, the Bank may add any other relevant criteria for
evaluating the proposals received in response to this RFP.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
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Bank may, at its sole discretion, decide to seek more information from the respondents in order to normalize
the bids. However, respondents will be notified separately, if such normalization exercise as part of the
technical evaluation is resorted to.
B.27 Commercial Bid Evaluation Criteria
It may be noted that commercial bids will be subjected to following evaluation process.
Based on the technical evaluation criteria, each Bidder will be given certain marks. Only those Bidders scoring
70% (70 marks out of 100) or above in the technical evaluation will be short-listed for commercial evaluation.
In case none of the participant Bidders scores 70% or more marks in the Technical Evaluation, the commercial
bid of only top 2 Bidders on the basis of technical evaluation will be opened and the one having the “least
price” will be invited for further negotiation of the contract.
Nominal quote provided by the Bidder will be discounted as per the formula given below. A comprehensive
“Score (S)” will be arrived at after considering the nominal commercial quote and the marks obtained in
technical evaluation with relative weights of 30% for commercials and 70% for technical proposal. The Bidder
with the highest score will be declared successful:
B.28 Computation Methodology for arriving at “Least Price / Least Quote”:
1. Cut - Off score for technical bid will be (70% marks or the top 2 scorers in case none of the Bidders
reaches the cut-off)
2. “Score (S)” will be computed for all Bidders having technical score of 70% or more
3. In case there is only one Bidder having technical score of 70% or more, the next highest technical
scorer will be considered subject to the fact that the inter se score difference does not exceed 5%. In
case, no Bidder is having score of 70%, or more Bank may, at its discretion, take up 2 top scoring
Bidders, having technical score difference not exceeding 5%, on technical evaluation and compute
the “Score” as per the table below
Bank will give 70% weightage to technical score while comparing the commercial quote. The procedure is as
under:
A ’Score (S)’ will be calculated for all qualified Bidders using the following formula:\
Where C stands for nominal price quoted, CLow stands for the price quote of the lowest nominal bid. T stands
for technical evaluation score and THigh stands for the score of the technically highest Bidder. X is equal to 0.3.
Example:
S.No. Bidder Technical
Evaluation
Marks
(T)
Nominal
Bid Price
(C)
(CLow / C) *
0.30
(rounding to
four decimal
points)
(T / THigh) *
0.70
(rounding to
four decimal
points)
Score (S)
(rounding
to four
decimal
points)
1 ABC 95 75 0.7867 *
0.30= 0.2360
1.00 * 0.70 =
0.70
0.9360
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 18
2 XYZ 87 65 0.9077 *
0.30=
0.2723
0.9158* 0.70
= 0.6411
0.9134
3 UVW 85 59 1.00 * 0.30=
0.30
0.8947 * 0.70
= 0.6263
0.9263
In the above example, ABC, with the highest score, known as, “least price” becomes the successful Bidder
Bank of Baroda reserves the right to negotiate the price with the finally short listed Bidder before awarding
the contract. It may be noted that Bank will not entertain any price negotiations with any other Bidder, till
the Least Price Bidder declines to accept the offer.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 19
Section C: Back ground, Existing ATM infrastructure & Future plans
C.1 Background Bank of Baroda is one of the largest Public Sector Banks in India and has international operations in 26 other
countries. In India, the Bank consists of a branch network of more than 3300 branches. Bank of Baroda is
known as India’s International Bank and has a reputation of being at the forefront in the usage of cutting
edge technologies. While Bank has a vast network of Branches, Bank’s operations are fully automated and
the customers of the Bank avail of various alternate channels of delivery.
C.2 Existing Infrastructure:
Bank has deployed an ATM/POS switch Base24 at its Data Centre . The Switch software is supplied and
managed by M/s Financial Services Solutions Ltd, through its system Integrator M/s Hewlett Packard India
Sales Pvt. Ltd.
Bank has already installed around 1500+ networked ATMs connected to Base24 Switch. All ATMs are
connected either through Leased Line or through VSAT. Currently, M/S Diebold Systems Pvt. Ltd. is providing
Managed Services for Bank’s ATMs similar in scope to the services being desired in the current RFP.
Presently all branches across the country are issuing Debit cards for its customers and Bank intends to further
expand the reach of Debit card and deployment of additional onsite and offsite ATMs.
Bank is presently issuing VISA Electron Debit cards. Bank may also avail of other interchange agency besides
VISA electron in future. Debit card has enabled the customers of the Bank to use the ATM network of the
Bank for Cash withdrawals besides purchases on Point of Sale (POS) terminals / online purchases at various
VISA & MasterCard merchant locations. The ATM network of the Bank is also being used by customers of
other Banks for cash withdrawal and other services as agreed with NFS of NPCI.
All the ATMs of the Bank provide a number of services besides Cash withdrawal. The services delivered
through Bank’s ATMs to its Debit Card holders include:
(a) Depositing School/Institutional Fees
(b) Registering Mobile Numbers
(c) Registering for Mobile Banking services
N B : The services mentioned as above are illustrative - not exhaustive.
Bank plans to introduce many more services to be delivered through its network of ATMs, such as Mobile
Top-up, Payment of Direct Taxes , NEFT etc. etc.
The Base 24 switch is connected to VISA and MasterCard networks, as well as National Financial Switch (NFS).
Bank has tied up with VISA for issuance of Debit Cards and is soon launching Mastercard/Maestro debit cards
For acquiring business, it has tied up with both VISA and MasterCard.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 20
Presently the operations of the Debit Card business are being handled through a fully owned subsidiary of
the Bank known as BOBCARDS Ltd., which has its own network for Credit card and is having gateway for both
VISA and MASTERCARDS. However, in future Bank may have its own/other service provider/agency for Debit
card transaction processing/management.
Currently, the managed services for Bank’s ATMs are outsourced to a service provider, namely Diebold
Systems Pvt. Ltd. The current contract will come to an end in the near future whereupon the successful
Bidder/respondent under this RFP will take over the Managed services of the currently deployed ATMs in
addition to providing managed services for the ATMs to be deployed during the currency of the agreement
arrived at pursuant to this RFP, as per detailed scope of work given in this RFP and finally agreed upon with
the finally selected service provider.
C.3 Future plans:
- Bank of Baroda Plans to expand number of ATMs/CDs around 4350+ by next 2 financial years as
under:-.
o Bank plans to install additional 1000 ATMs in off-site locations through OPEX model.
o Bank plans to deploy another 1750+ ATMs largely at on-site (Bank’s Branches) locations
under its ownership (On Zero-warranty Basis).
- Bank may upgrade all / some of the ATMs to Biometric ATMs by end of March-2012.
- Bank is planning to start issuing Chip based cards shortly, and may customize the ATMs accordingly.
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 21
Section D: Scope of Work
The broad scope of work under this RFP comprises of : -
D.1 Managed Services for existing and future ATMs, Network & Sites
a) Loading and un-loading of cash in the ATM by cassette swap method or add cash method, which
ever the bank decides.
b) Transportation of cash from nodal offices of the bank to ATM sites and vice versa.
c) Monitoring of cash in ATMs and optimization of idle cash holding so that at no time cash in an
ATM exceeds two times the average/peak cash dispensed per day for most of the ATMs (more
than 90% of ATMs) based on previous three months’ cash dispensing record except for festival
seasons or extended holidays when it can go up to three times. The optimisation has also to
ensure that no ATM is allowed to go dry at any time
d) Scheduling of cash delivery, Cash Management and forecasting etc
e) Cash EOD - minimum twice a week
f) Take-over of the self loading (by Bank) ATMs, if Bank desires
g) Cash verification by Bank as per Bank’s requirements – periodically and surprise
h) Real-time Alerts on low-cash/cash-out positions to Bank
i) Providing reports like:
i) Daily settlement report (T+1 basis).
ii) Fortnightly Cash Fore cast reports.
iii) Discrepancy Reports.
iv) Monthly Total Cash Report (vault-wise).
v) Cash Order report (ATM wise).
j) Reconciliation and settlement report for replenished and idle cash should be provided on a daily
basis.
k) The vaults should be equipped with cash sorting machines. The Vendor has to ensure that the
loaded notes in ATMs are ATM fit currency.
l) The Vendor has to submit soft copies of daily settlement file post monthly basis.
Note:
All statutory guidelines with regarding to cash replenishment should be followed by the service provider. In case of
Forged Currency Note or shortage of cash, the Vendor has to indemnify the Bank immediately unconditionally.
a) Receipt of services requests / complaints on 24 x 7 basis from Bank or Bank’s customers/ATM
users through web portal as well as through call centre
b) Clearing of receipt, journal and statement paper jams
c) Clearing card, envelope and currency jams
d) Remote management of ATMs and its parts
e) Remote management of electrical and Air-conditioning
D.1.1 Cash Services
D.1.2 First Line Maintenance of ATMs
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 22
f) Basic remedial maintenance
g) Basic preventive maintenance once a month
h) Rectification of site related problems (e.g.: Electrical problems, environmental conditions)
i) Checking and clearing of media-transports
j) General cleaning of ATM exterior, CRT/LCD screens, fascia.
a) Preventive maintenance once in every three months
b) Implementation of Hardware level Configuational Changes, wherever required/necessitated
c) Supply and installation of original (OEM make only) spare parts, wherever required, to take care of
breakdowns and natural wear and tear or aging of ATMs without any extra cost to Bank. If required
Bank shall provide the age, model & Make of ATMs.
d) Remote diagnostics of ATMs and its parts.
e) Vendor to provide 24 X 7 specialized Technical staff all necessary tools / systems/knowledge base
to help filed for quick resolution.
Note:
- The Vendor is expected to take full fledged responsibility of the ATM (both hardware&
software). Bank shall not pay any charges for fixing/replacing any spare parts for what so ever
reason. This comprehensive ATM AMC is also applicable for currency cassettes. Vendor has
to ensure cassettes are replaced with original cassettes
- Please note any ATM purchased by the Bank during the currency of Contract shall be on ‘0’
Warranty basis, the successful bidder has to manage and maintain all such ATMs.
- The Agents. Updates, Patches (or any other software component) etc. shall be provided by
the Bank through OEM.
D.1.4 Comprehensive AMC & maintenance of network equipment at off-site locations: The successful
Vendor has to enter into a comprehensive Annual Maintenance Contract with the Bank for existing
network equipments installed in VSAT ATMs. No extra charges shall be paid by the Bank during the
tenure of contract for maintenance of existing network equipments at offsite locations as well as the
new offsite network equipments to be installed.
a) Vendor has to ensure that all DVR installed in Bank’s ATM are working perfectly and has to take
necessary preventive maintenance in this regard.
b) Vendor will make efforts to retrieve images captured on Digital Video Recorder through online
pulling mechanism and will submit to Bank whenever requested. If in case the online pulling is not
possible, the vender engineer to visit the site and retrieve as per retrieval request given by the Bank
and submit the same to the Bank on CD for without any extra cost.
c) Vendor to provide online image retrieval software and image viewing software without any extra
cost.
D.1.3 Second Line Maintenance of ATMs
D.1.5 DVR Monitoring, archival and retrieval of video images:
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 23
d) Vendor has to ensure that DVR images are stored in ATMs on first-in-first-out basis at least for six
months.
e) Vendor has to deliver the image(s) within -12- hours whenever Bank Demands.
f) Realign lights at the sites to ensure that the images are clear and sharp enough to recognise the
identify of the person performing the Transaction.
The successful Vendor has to enter into a comprehensive Annual Maintenance Contract with the Bank for
existing AC and UPS installed (including replacement of batteries) in ATM sites. Vendor has to ensure all ACs
and UPS are in operational condition for 24X7X365. No extra charges shall be paid by the Bank during the
tenure of contract for any maintenance activity, Repairs, replacement of spares etc. etc. for existing AC and
UPS, what so ever.
a) Checking and fixing of door alignment, re-adjustment, greasing of roller shutters whenever required.
b) Checking of Access locks and resetting/re-aligning (if required).
c) Deep cleaning of ATM site including Signage on monthly Basis.
d) Replacement of Sun films of the Glass portion whenever required by the Bank.
e) Half yearly pest control & anti-rodent measures.
f) Replacement of Fuse lighting equipments.
g) Replacement of Broken Glass Pieces, Tiles, etc.
h) Fixing of minor or major cracks of plaster, wall and ceiling of the sites.
i) Both preventive and remedial measures for corrosion of metal equipments, walls etc.
j) Full / partial painting work if required.
k) Complete maintenance of Look and feel of the ATM sites etc. etc.
l) PM of the entire site i.e. earthing, power supply, stabilizer / isolation transformer be installed in case
of high and frequent power fluctuations.
The successful Vendor has to take full responsibility of pulling Electronic Journals from ATMs and archival of
the same at least for a period of -6- months. The Vendor has to provide the Electronic journals to Bank’s
reconciliation team on T+1 basis. The Vendor has to also provide Journal Prints (JP Rolls ) to the Base
Branch on weekly basis or whenever requested by the Bank.
Note:
- Vendor has to ensure that the success rate of EJ pulling is at least 98% on daily basis and 100% on T+1 basis.
- Bank may demand for EJs to be stored in encrypted format, with a sole private key to the Bank.
D.1.6 Comprehensive AMC for ACs & UPS:
D.1.7 Maintenance and housekeeping of ATM sites
D.1.8 Pulling of Electronic Journals and archival
F RFP for – Outsourcing ATM Managed Services and ATM Site Construction
Bank of Baroda, e-Business Department, Mumbai - 400051 Page 24
a) Centralized content distribution to all ATMS within -24- Hours after Bank provides creative, and
provides details of Successful and unsuccessful upload of creative in ATM. Bank may request for such
distribution on ‘Group of ATM’ basis.
b) Replenishment of the following:
• Receipt printer paper*.
• Journal printer paper.
• Printer ribbons, ink cartridges.
c) Replenishment of Leaflets, forms, customer notices or educative or posters, advertisement flyers etc.
d) Remove damaged, distorted Leaflets, forms, customer notices or educative or posters, advertisement
flyers etc. From the ATM sites / display Racks.
e) Ensuring advertisement materials are uniformly distributed and available to all the ATMs. Placing
demand in case the advertisement material is exhausted.
f) Remove outdated advertisement material as demanded by the Bank.
*The receipt printer paper shall be supplied and installed by the vendor as per Banks Branding Guidelines. Bank
reserves the right to change the entire or part of the format and the advertisement printed in the back of the receipt
printer paper within- 30- days prior notice.
a)Supply of Access card reader, Access controller, Electro-magnetic door strike, Egrus switch &
Cables.
b)Providing and fixing in position ply paneling (without wooden skeleton framing) in 12 mm plywood
with 1.0 mm laminate of approved shade and make, in plumb, line and level complete as directed.
Ply to be of IS 303, BWR grade. Suitable cut out to be made in pillar for fixing access lock switch.
Conduiting to be done with 25mm PVC flexible pipe above the ceiling and routed from server point to
the access pillar.
c) Installation of access locks in existing ATM sites as desired by Bank.
a) Moving/tilting of machine for removing existing leveling screws.
b) Drilling 8”-10” holes in the existing flooring using concrete drill bits. Hammering metal sleeves in
these holes.
c) Repositioning the machines over the existing markings. Putting in Anchor fasteners - min. 6” long
anchor fasteners, preferably of Fischer make.
d) Applying resin adhesive (Araldite) over the finished bolt positions for improved bonding.