Request for Proposal (RFP) For Implementation and ...bankofbaroda.com/download/TR-0003194226_Loyalty.pdfRFP for Implementation and Management of Bank’s Loyalty Program ... Request

RFP for Implementation and Management of Bank’s Loyalty Program

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Bank of Baroda, Transaction Banking Department, Mumbai – 400051

Request for Proposal (RFP)

For

Implementation and Management of

Bank’s Loyalty Program

Bank of Baroda

Transaction Banking Department

7th Floor, Baroda Sun Tower

C-34, G-Block, Bandra-Kurla Complex

Bandra (East), Mumbai - 400051

RFP Reference Number: BCC:TBD:BUSPROM:107:01 Dated:25/06/2015


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Table of Contents

Section I: GENERAL DETAILS .................................................................................................................... 3

Document Control Sheet ..................................................................................................................... 3

Disclaimer ........................................................................................................................................... 4

Abbreviations ...................................................................................................................................... 5

Section II: INTRODUCTION........................................................................................................................... 6

Section III: DETAILS ABOUT THE BID PROCESS ........................................................................................ 20

Section IV: SELECTION OF BIDDER .......................................................................................................... 29

Section V: TERMS & STIPULATIONS ........................................................................................................ 40

Section VI: GENERAL CONDITIONS ......................................................................................................... 48

Section VII: ANNEXURES ........................................................................................................................ 56

Annexure 1: Checklist ........................................................................................................................ 56

Annexure 2: Eligibility Criteria Declaration ......................................................................................... 58

Annexure 3: Certificate of Recognition Format .................................................................................. 61

Annexure 4: Bid Cover Letter Format ................................................................................................. 62

Annexure 5: Authorization Letter Format .......................................................................................... 64

Annexure 6: Bidder Information ........................................................................................................ 65

Annexure 7: Non-Disclosure Agreement Format ................................................................................ 67

Annexure 8: Track Record and Experience ......................................................................................... 67

Annexure 9: General and Technical Details ........................................................................................ 68

Annexure 10: Compliance Statement ................................................................................................. 73

Annexure 11: Escalation Matrix ......................................................................................................... 74

Annexure 12: Commercial Bid Cover Letter Format ........................................................................... 74

Annexure 13: Commercial Bid- Bill of Material ................................................................................... 75

Section VIII: APPENDICES ....................................................................................................................... 77

Appendix 1: Instructions for preparing/submitting Part A-Eligibility cum Technical Proposal………..…..77

Appendix2: Instructions for preparing/submitting Technical Bid ........................................................ 78

Appendix 3: Instructions to be noted while preparing/submitting Part B-Commercial Bid .................. 79

Appendix 4: Format of Bank Guarantee for Earnest Money Deposit ................................................... 80

Appendix 5: Format of Bank Guarantee for Contract Performance..................................................... 82


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Section I: GENERAL DETAILS

Document Control Sheet

RFP Reference Number BCC/TBD/BUS.PROM/107/01

Availability of RFP document on Bank’s website for downloading

25.06.2015

Last date of submission of any query / reporting any error.

06.07.2015, 5 PM

Date, Time and Venue of Pre-bid meeting

13.07.2015, 3 PM Transaction Banking Department Bank of Baroda Baroda Sun Tower, 7th floor, C-34, G-Block, Bandra-Kurla Complex, Bandra (East) Mumbai - 400 051

Last Date, Time and Place for receipts of offers

21.07.2015, 3 PM Transaction Banking Department Bank of Baroda Baroda Sun Tower, 7th floor, C-34, G-Block, Bandra-Kurla Complex, Bandra (East) Mumbai - 400 051

Date and Time of Eligibility cum Technical Bid opening

24.07.2015, 3 PM

Announcement of qualifiers and opening of commercial bid

28.07.2015, 12 noon

Address for Communication

Chief Manager (Business Promotion) Transaction Banking Department Bank of Baroda Baroda Sun Tower, 7th floor, C-34, G-Block, Bandra-Kurla Complex, Bandra (East) Mumbai - 400051

Email ID [email protected]

Website and Link http://www.bankofbaroda.com http://www.bankofbaroda.com/tenders.asp

Note: The above dates are tentative and subject to change without any prior notice or intimation. Bidders should check website www.bankofbaroda.com for any changes / addendums to the above dates and/or any other changes to this RFP. Bidders to confirm with Bank the time & venue -1- day prior to any of the above scheduled event.

Eligibility cum Technical bid will be opened in the presence of the Bidder’s representatives who choose to attend the opening of eligibility cum technical bid. No separate communication shall be sent in this regard.

Commercial bid will be opened in the presence of the Bidder’s representatives who are technically qualified. This RFP document is not transferable. If a holiday is declared on the dates mentioned above, the Bids shall

be received / opened on the next working day at the same time specified and at the same venue unless

communicated otherwise.


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Disclaimer

The information contained in this Request for Proposal document (“RFP”) or information provided

subsequently to the applicants whether verbally or in documentary form by or on behalf of Bank of

Baroda (“BOB/ Bank”), is provided to the Bidder(s) on the terms and conditions set out in this RFP and

all other terms and conditions subject to which such information is provided. This RFP document is not

an agreement and is neither an offer nor an invitation by Bank of Baroda. This RFP is to invite proposals

from the applicants, who are qualified to submit the Bids (“Bidders”). The purpose of this RFP is to

provide the Bidder(s) with information to assist them in formulation of their proposals (the Bids). This

RFP does not claim to contain all the information each Bidder may require. Each Bidder should, at its

own costs without any right to claim reimbursement / refund etc., conduct its own independent

investigation and analysis and is free to check the accuracy, reliability and completeness of the

information in this RFP and wherever felt necessary may obtain independent advice. Bank makes no

representation or warranty and shall incur no liability under any law, statute, rules or regulations as to

the accuracy, reliability or completeness of this RFP.

The information contained in the RFP document is selective and is subject to updation, modification,

expansion, revision and amendment. Bank of Baroda does not undertake to provide any Bidder with

access to any additional information or to update the information in the RFP or to correct any

inaccuracies therein, which may become apparent. Bank reserves the right of discretion to change,

modify, add to or alter any or all of the provisions of this RFP and/or the Bidding process, without

assigning any reasons whatsoever. Such change(s) will be intimated/may be made available to all

Bidders or can be accessed in website of Bank of Baroda. Any information contained in this document

will be superseded by any later written information on the same subject made available to all Bidder(s)

by the Bank.

Bank of Baroda may in its absolute discretion, but without being under any obligation to do so, update,

amend or supplement the information in this RFP.

Information provided in this RFP is on a wide range of matters, some of which may depend upon

interpretation of law. The information given is not intended to be an exhaustive account of statutory

requirements and should not be regarded as a complete or authoritative statement of law. Bank of

Baroda does not own any responsibility for the accuracy or otherwise for any interpretation or opinion


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on law expressed herein. Further, the Bank also does not accept liability of any nature whether resulting

from negligence or otherwise howsoever caused arising from reliance of any Bidder upon the

statements contained in this RFP.

Bank of Baroda reserves the right to reject any or all proposals/ Bids received in response to this RFP at

any stage without assigning any reason whatsoever and without being liable for any loss/injury that

Bidder might suffer due to such reason. The decision of the Bank shall be final, conclusive and binding

on all the parties/ Bidders directly or indirectly connected with the Bidding process.

Abbreviations

DR Disaster Recovery

DTH Direct To Home

EMD Earnest Money Deposit

FY Financial Year

INR Indian Rupees

MIS Management Information System

PCI-DSS Payment Card Industry – Data Security Standard

PSU Public Sector Undertaking

RFP Request For Proposal

SSL Secure Socket Layer

TDS Tax Deducted at Source

VAT Value Added Tax

ADC Alternate Delivery Channel


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Section II: INTRODUCTION

2.1 About the Bank

Bank of Baroda is one of the largest Public Sector Banks in India and has international operations in

25 other countries. In India, Bank of Baroda has wide network of 5200+ branches and 8000+ ATMs.

Bank has active 2.25 crore debit card holders. Bank of Baroda is known as India’s International Bank

and has a reputation of being at the forefront in the usage of technology. 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 including Internet Banking, Mobile Banking, Kiosk etc. Bank of

Baroda is also having more than 150 Self Service Lobbies which is being created for providing

superior banking experience to its customers.

2.2 Definitions

a. ‘Bank’ means unless excluded by and repugnant context or the meaning thereof, shall mean ‘Bank

of Baroda’, described in more detail in paragraph 2.1 above and which has invited Bids under this

Request for Proposal and shall be deemed to include its successor and permitted assignee

b. ‘RFP’ means Request for Proposal for Selection of Bidder for “RFP for Implementation and

Management of Bank’s Loyalty Program”

c. ‘Bidder’ means a Bidder submitting the proposal in response of RFP

d. ‘Contract’ means the agreement signed by successful Bidder and the Bank at the conclusion of

Bidding process, wherever required

e. ‘Successful Bidder’ means the Bidder whose Commercial Bid is accepted by the Bank

f. ‘Solution’ means end to end Implementation of Loyalty Program in the Bank as per this RFP

g. ‘Proposal’ means the Eligibility cum Technical bid and the Commercial bid as per the formats

prescribed in the RFP

h. ‘Loyalty Program’ would include but not limited to increasing activation and usage of ADC

transactions, Debit Card, Internet Banking, Mobile Banking, Account Operations etc.


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2.3 About the RFP

Bank wishes to engage a Bidder for Implementation and End-To-End Management of Bank’s Loyalty

Program on a hosted model (where the complete infrastructure is installed and maintained at secured

premises of the bidder). Bidder would be connected to Bank’s Data Centre on dedicated leased line

network with adequate backup/redundancy. It is bidder’s responsibility to provide required leased lines

to connect bank’s Data Centre and DR Centre. Bank would be providing the data for processing to the

bidder at mutually accepted format, frequency and security. In connection to this, Bank invites sealed

offers (‘Eligibility cum Technical Proposal/Bid’ and ‘Commercial Proposal/Bid’) for selection of Bidder

who would also help bank in identifying specific target segments and designing customized loyalty

solutions as per Bank’s requirement and in compliance with the Terms & Conditions, Specifications and

Scope of Work described in this document.

The RFP document is not a recommendation, offer or invitation to enter into a contract agreement or

any other arrangement in respect of the services. The provision of the services is subject to observance

of selection process and appropriate documentation being agreed between the Bank and successful

Bidder as identified by the Bank after completion of the selection process.

2.4 Objective of the RFP

Bank intends to select a Bidder who can conceptualize, design, implement and manage end to end

customer loyalty and rewards program for Bank’s customers. Bank’s objective behind running a loyalty

program is to influence customer behavior in a desired way beneficial to the Bank. Towards this

objective, the Bank wishes to incentivize its customers through its loyalty program.

Bidder should be able to manage end to end loyalty program which includes identifying target segment,

designing customized loyalty solution, sourcing of merchant discount offers, their effective

communication and carrying out the accrual and redemption of loyalty points, among others.

2.5 Eligibility Criteria

Only the Bidders who qualify on each and all of the below mentioned criteria would be qualified to

submit the Bid and will be evaluated as per details provided further in this document. Every Bidder will

have to provide full details, and attach documentary evidence wherever applicable, on each of the

following requirements:


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S. No. Eligibility Criteria Documents Required

1. Bidder should be a company incorporated in

India and should have been in operation for a

period of at-least 3 years in India as on date of

the RFP.

Certified copy of Certificate of

Incorporation in case of a private limited

company and Certificate of

Commencement of Business in case of a

public limited company.

2. Bidder should have at least two years

expertise and experience in Implementation

and Management of Loyalty Program for at-

least 1 Commercial Bank/ Public Sector Bank.

If not for Bank then for any company (in India)

where they are carrying out complete loyalty

program and issuing at least Rs. 2 Crore worth

of points per year for past 2 years.

Bidder should submit a certificate issued

by the respective Bank or Business Units or

Company for the same. The certificate

should be as per ANNEXURE-3 of this RFP

3. Bidder should not be partially or fully owned

/controlled/part of any financial institution or

any payment platform

Declaration to this effect has to be

submitted by the Bidder.

4. All infrastructures including hardware

pertaining to Bank’s loyalty program are to be

housed in India.

Copy of documentary proof to be

submitted

5. Bidder should be PCI-DSS certified or

compliant & under certification process which

should complete within one year from the

date of acceptance of purchase order for this

RFP.

Copy of PCI-DSS certificate / compliance

document with certification roadmap to be

submitted.

6. Bidder should have both primary Data Center

and DR center with full back up arrangement.

The facilities should be ISO 27001 certified and

recently audited.

Copy of certificates to the effect should be

submitted.

7. Bidder should have a stable and scalable Declaration to this effect has to be


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loyalty technology platform with access to

source code, so that any changes required by

the Bank can be carried out expressly.


8. Bidder should have provided, for at least 1

Commercial Bank/ Public Sector Bank/other

company in India, a dedicated interactive SSL

secure online website for loyalty rewards

program which enables customers to register,

inquire about loyalty points and request for

redemptions.

Bidder should submit the documentary

evidence of the same as part of its Bid.

9. Bidder must initially have the capability of

managing and maintaining a minimum of 25

million customer accounts at the time of

submission of this RFP and should be able to

ramp-up the capacity further in future as per

bank’s requirement.

Proof to this effect has to be submitted by

the Bidder

10. Bidder should have the capability of

processing around 3 Million transactions per

month towards posting loyalty points at the

time of submission of this RFP and should be

able to ramp-up the capacity further in future

as per bank’s usage.

Proof to this effect has to be submitted by

the Bidder

11. Bidder should have necessary infrastructure

for providing timely support and attending to

customer queries, grievances and any dispute

arising out of the loyalty program.

A declaration to this effect has to be


12. Bidder should have a turnover of Rs. 5 Crore

or more per year with positive net worth

during previous 3 financial years.

Audited financial statements for the

previous 3 years to be submitted.

13. Bidder should have the capability of providing Proof to this effect has to be submitted by


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accelerated point accruals on transactions at

Partner Merchant outlets with an existing

network of at least 2000 Merchant Outlets.

the Bidder.

14. Bidder should not have been blacklisted by

any Govt./ Govt. Agency /Bank(s) /Financial

Institutions in India or overseas in the last

three years.

Bidder has to submit self-certification on its

letterhead.

2.6 Requirement details

Bank intends to avail services to conceptualize, design, implement and manage end-to-end customer

loyalty and rewards program. Other functionalities required under the Management of Loyalty Program

for Bank’s Customers are as follows:

a. Design, develop and customize complete infrastructure to enable a comprehensive loyalty program

which can cater to multiple channels, varying customer segment and market driven campaigns on a

hosted platform (where the complete infrastructure is installed and maintained at a secured

premises of the bidder).

b. Bidder would be connected to Bank’s Data Centre and Disaster Recovery Centre on a dedicated

leased line network with adequate backup/redundancy. Bank would be providing the data for

processing to the bidder at mutually accepted format, frequency and security.

c. Setting up required infrastructure including intranet web portal for Management of Loyalty Program

for Bank’s Customers.

d. Setting up of support functional activities like MIS report generation, providing support to

customers, etc.

e. Data Transfer between systems in an encrypted and secured manner. Sensitive data like card details

should be shown in one way encrypted format in all systems of the Bidder/sub-contractor. Bidder to

arrange for lease line connectivity (of adequate bandwidth and redundancy) between bank’s data

centre in Mumbai and disaster recovery centre at Hyderabad to their data centre and disaster

recovery centre.

f. Bidder to include cost of all software licenses for the entire project period across all channels

enabled by the bank for the said loyalty program.


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g. Agreement will be for a minimum period of 3 years with further extension on yearly basis based on

satisfactory performance of the Bidder at the sole discretion of the Bank.

h. Bank at its sole discretion, at any point of time during the contract period, may choose to

add/remove other alternate banking channels to the scope of the existing loyalty program and the

associated contract based on the performance of the Bidder.

2.7 Scope of Work

2.7.1 Program Design

a. Bidder should be able to conceptualize, design, implement and manage Customer Loyalty and

Rewards Program for Bank’s Customers and target segments as specified by the Bank including

designing customized loyalty solutions as and when felt necessary by the Bank

b. Bidder should have comprehensive solution to manage Bank’s Loyalty Program for Customers. It

should have all aspects of management including creating and maintaining customer profiles,

sourcing merchant tie-ups for offers, carrying out the accrual and redemption of loyalty points.

c. Bidder should be capable of launching, implementing and maintaining various campaign as part of

the overall Program

2.7.2 Reward Points Management

a. Point Accrual rules

Bidder should define and implement configurable rules for how base points are awarded based

on characteristics of transactional data fed into the loyalty solution, customer profiles, tiers and

different product base

b. Point Expiry rules

The loyalty solution should set all points awarded to expire at the appropriate point in time &

should expire unredeemed points from customer accounts at the configured frequency

The loyalty solution should also support revocation of the expired loyalty points in exceptional

situations.

c. Tier Structure

Bidder should be able to design multi-level customer tier engine:

o The first tiers of customers should be designed for different products as defined and

implemented by the Bank from time to time


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o The subsequent levels of tier should be defined for different categories within the same

product

Bidder should be able to club points across channels and enable customer to redeem the same

using online/offline channels. Necessary bifurcation needs to be provided to the customer for

information.

Bidder to arrange for complete accounting, reconciliation and provide regular confirmation to

bank. Bank may arrange to audit the same.

Any third party/vendor payment, shipping of products and related customer issues would have

to be handled by the bidder. Bank will not be responsible for any such issues.

Bidder should be able to design a customer tier engine which permits user-definable tier

structure and real-time, automated movement between tiers upon passing qualification criteria

d. Point Redemption rules

Configurable rules for redemption of reward points for products & services including partners

with an option for cash back, discounts, redemption of points against Bank’s fee/charges etc.

Rules should be configured in case of reversal or cancellation of reward points

e. Renewals

Bidder should be able to assign relevant new period and correct tier automatically when

customer is due for renewal or downgrade or upgrade of the loyalty solution

f. Personalized offers

Bidder solution should analyze member behavior based on the financial transactions and other

behaviors that he/she displays and subsequently make personalized offers to customers that

could range from attractive discounts on Banking or non-Banking related products

Special offers during festival seasons should be sent to customers. e.g. Special Reward Points for

purchase of specified products, value or volume of transaction or for purchase from specified

merchants etc.

2.7.3 Technology Platform:

a. Processing Capacity

Bidder should be able to process transaction volume of the Bank (across multiple channels) and

any incremental rise in the transactions volume in future

b. Algorithms


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The solution should have the ability to apply all rules & logic that loyalty managers at Bank

desire. Ex: - Top 100 people in a certain variant of debit card who maintain a certain balance

with the Bank will be communicated a desired offer from a merchant that could not be offered

to others of same variant

A provision to manually upload loyalty points on adhoc basis for certain non-transaction related

reward points. E.g. Awarding additional reward points to customers for download of mobile app

for transactions

In case of upgrading or downgrading of customer account the necessary calculation and

adjustment for the reward points should be done by the proposed solution.

Solution should also be able to provide for reversal of loyalty points in case of cancellation of a

transaction

c. Intelligence

The solution should have the ability to produce models when fed with algorithms and data by

loyalty managers. These models should be easily readable, easy to navigate, easy to modify, and

be easily sharable with others if so desired

d. Bidder should enable the customer to redeem rewards from different platforms such as Mobile,

Internet and any other new/innovative technology platform etc. as proposed by bank.

e. Bidder should be able to provide loyalty reward points to Bank’s customers for transactions on POS

terminals and for e-commerce and any other channels as decided by the Bank

f. Bidder should be able to provide a secured website for customers to check their status of reward

points, know about the redemption plan, offers available and request for redemption in a secured

and convenient manner.

Note: Bidder should follow all relevant Regulatory/TRAI guidelines while contacting customers through

SMS/ calls.

2.7.4 Customer Management

a. On-boarding

Bidders system should integrate with the Banks’ database to get customer related data to

onboard the customers

b. Hot-listed or blocked accounts


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Customers whose accounts have either been hot-listed or blocked for any reason by the Bank

should be barred from the loyalty reward scheme. Bank can apply discretion if required.

c. Transfer of Points

In case of migration of points to another tier depending on upgrading or downgrading of

customer account the necessary adjustment calculation should be done by the solution.

In case of add-on cards the points should be available for redemption only to the primary card

holder

d. Closure of Account

The loyalty scheme should cease to exist if the customer closes account with the Bank

Should maintain a dedicated call center set up (dedicated toll free number) to handle inbound/

outbound customer calls for Loyalty Program management, redemption, accrual and any other

issues or feedback from the customers. All the charges will be borne by the successful Bidder.

TAT should be defined to respond to customer query as per the Banks guidelines

At any given point of time, basis the call volume, Bank can request for additional call centre

agents. Charges for additional call centre agents will be borne by the successful bidder.

Grievance Management is to be done by successful bidder

Bidder’s call center interface should provide any information required by the Bank

2.7.5 Interactive Portal

Bidder will build, deploy and manage an online interactive secured website portal. The features of the

portal are described below:

a. Design

Should be aligned in spirit to the Bank’s brand, be user friendly, modifiable with smooth

navigation etc.

b. Traffic Management

The website should have the ability to handle traffic smoothly with a rich customer experience

c. Language Support

The website should be navigable by members/customers in English & Hindi

d. Features

A link on the Bank’s Customer Web Module should be provided to the Bidders website in case

the customers wish to redeem their points. This trigger should log out the customer from Bank’s


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Customer Web Module and redirect him to Bidder’s website customized for the respective

customer.

Features such as Login, Logout, Data View, Detailed Point Statement, Forgot Password, History,

Grievance Request Status etc. should be made available to member.

e. Management

Web Site coding should be flexible to incorporate changes to customer interface for promoting

and managing campaigns & for any other purposes as and when required by the Bank or with

the approval of Bank

f. Security

Privacy & Secure Storage of Customer Profile/Data is of paramount importance and should be

maintained effectively & efficiently for the entire contract period including extended period also

if any.

2.7.6 Redemption

Bidder will design rewards catalogue in spirit with Bank’s brand philosophy and target

audiences. All designs must be according to the Bank’s specifications and approved by the Bank

Bidder has to design the catalogue with Rich, Smooth & User friendly navigation

Bidder has to create content such that customers experiencing first time redemption have

sufficient options, should cater to varying taste of members from varying geographies of India,

and should be exhaustive to offer an enticing attraction to members to redeem from

Bidder should ensure enriching customer experience with products that shall cater to all

spectrum of spends to reflect the desires & ambitions of members with different behaviors,

personality and spends

a. Redemption Fulfillment:

Bidder has to create and maintain a dedicated interactive secure online website for the loyalty

rewards program with SSL Layer, which enables customers to register, inquire and request

redemptions

Bidder should offer attractive redemption options to customers which could include the

following. The list is not exhaustive but indicative and the Bidder may include more options. Any

addition or deletion of the redemption options should be done at Bank’s discretion.

o Gift Vouchers/ Gift Cards


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o Merchandise

o Redemption for Real Time Movie Ticket

o Redemption for Real Time Bus Ticket

o Redemption for Real Time Mobile recharge

o Redemption for Real Time DTH recharge

o Redemption for Real Time in-store redemption

o Redemption for Grocery

o Redemption for Charity Products

o Redemption for various subscriptions

Bidder should have the capability of providing the facility to customers for converting the loyalty

points to air-miles of national and international airlines

Bidder should be able to manage the entire redemption process from sourcing to shipping of the

goods to the customer address

Customer should be provided with tracking number to track the progress of his /her shipment

online and SMS alerts for the same should be provided

Bidder should ensure an efficient and effective delivery of gift redeemed by user within

timelines defined by the Bank

Bidders should ensure the quality/brand of the products and services offered to Bank’s

customers as a part of redemption should be as per Bank’s guidelines

2.7.7 Partner Network Management

a. Set-up Partners

Bidder will create the network of Merchant Establishments and partners where bank’s customer

can enjoy special discounts, vouchers & privileges, and accelerated accrual of loyalty points

Bidder will continuously add more partner organizations to enhance the reward and redemption

appeal of the program

Bidder should add partners for different target segments keeping in view the customer profile

and characteristics

Bidder should create / onboard partners onto the Program for earn / burn / earn & burn

participation with required profile information such as Category, Sub category, Stores, Key

person contact, Store code, MID / TID details etc.


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b. Earn Rules

Configure / setup earn rules for specific partners at partner level, store level, category level1

c. Burn Rules

Burn rules for specific partners at Partner level, category level should be configured and the

setup should be created by the Bidder

Logic for burning points based on various methodologies – e.g.: FIFO should be defined by the

Bidder

d. Reports

Reports at Category level /Partner Level / Store level or combination specified by banks team.

2.7.8 Reporting & Analytics

Bidder should provide all reports, MIS, analytics etc. as desired by the Bank, in the requested format at

any required periodicity or as and when required by the Bank. The indicative list of reports is as follows:

Monthly report on customers’ profile created, report on accrual data in cardholders’ accounts –

Differentiated contribution from Bank and bidder.

Monthly report on the number of redemption requests, the number of redemptions serviced,

statement of lapsed points.

Quarterly report on redemption requests received but not redeemed

Monthly list of cardholders who redeem points & nature of redemption

Monthly breakup of points accrued, redeemed and lapsed, as per the specifications by the Bank

Program Analytics

Insights into the program for better decision management and campaign management

Identify the next best action

Appropriate customer segmentation etc.

Any other report requested by Bank from time to time without any extra cost to the Bank.

Bidder shall also provide audit trail of points earned and redeemed by Bank customers.

Any other report/data requested by bank to fine-tune the program, analysis or reporting.

1Category’ refers to Merchant Category, e.g. departmental stores, grocery, electronics, etc.

‘Partner’ refers to any merchant establishment having a tie-up with the Bidder for the Loyalty Program ‘Store’ refers to any specific store location of a Partner in case of multi-store partners, e.g. departmental store chains


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Successful Bidder will give a panel to Bank to view and extract details of points accrued and redeemed

by Bank’s customers.

2.7.9 Marketing, Creative development and Campaign Management

a. Conducting basic research for understanding customer spending behavior. Appropriate analytics on

transactional data will have to be done for identifying customer base for campaigns

b. Designing, printing & dispatch of publicity material like poster, leaflet etc. to help the Bank carry out

promotions with Loyalty program feature. The creative’s should be provided to the Bank so that

they can advertise the same on their own website and/or print and digital media. All the creative’s

to be designed in spirit with Bank’s brand philosophy and target audiences and approved by Bank.

c. All design and print of catalogues for campaigns should be managed by the Bidder.

d. Bidder to help bank to design campaign based on their past experience, market requirement etc.

e. Bidder has to provide on-line demo of the program details, redemption process and its usage and

benefits.

f. Digital Marketing of the program – Deploys regular email and SMS communications to the identified

customers to create awareness, timely offers, redemption, Bank Reward points statement etc.

g. Launch various campaigns especially during festive season to accelerate spends of Bank cardholders.

h. Provide information on latest trends in managing loyalty programs across diverse industries

i. Study and report the impact of the campaigns/ strategies implemented by it. A detailed report on

each campaign as well as a monthly, quarterly and yearly report will have to be provided to gauge

campaign performance

j. Bank at any time can request revamp of the loyalty portal and other design changes in all the

marketing collaterals/publicity material. This should be done at no extra cost to the Bank.

2.7.10 Database

a. Migration

Existing reward point’s data of the Bank if any, to be migrated to the proposed solution. The

migration activity will be sole responsibility of the successful Bidder.

b. Storage

Should have the capacity to effectively and efficiently store the data about the customer,

transactions history, campaign record, response to a certain campaign, etc.


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The Bidder should use a stable and secured solution and maintain all sensitive data as per

security protocols of the Bank.

c. Back-Up

Bidder should maintain Bank’s data in secured dedicated servers and should have Disaster

Recovery Site.

Bidder should submit Business Continuity Plan (BCP) to the Bank with timelines for recovery and

renew availability of the services to customers.

d. Software/Hardware Upgrades

Program Management should be smooth which should factor hardware/software maintenance

(scheduled or otherwise), network, support related dependencies to ensure system availability

and convenience to customers.

All the software used by the Bidder should be licensed software.

2.7.11 Fraud Detection

a. Bidder shall also provide audit trail of points earned and redeemed by Bank Customers

Audit trail of member activity within the proposed software e.g. changes to addresses etc.

Audit trail should be accessible from outside of the proposed software and should be available

to the Bank on request

Provision for Audit information to be fed back to Bank

Provision for maintaining audit trail information for member journeys/ transactions/ channels

for a period of 1 year

b. Bidder should have automated fraud detection alerts, reports and triggers driving consequential

actions

2.7.12 Extension of the Program:

a. Bidder should have capability of extending the Bank’s Loyalty Program by adding channels to the

existing Debit card, Internet Banking, Mobile Banking, ADC usage etc. and/or specified

action/behavior.


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Section III: DETAILS ABOUT THE BID PROCESS

3.1 Due Diligence

Bidder is expected to examine all instructions, forms, terms and specifications in this RFP. Bid shall

deem to have submitted after careful study and examination of this RFP with full understanding of its

implications. Each Bidder should, at its own costs, without any right to claim reimbursement, conduct its

own investigations, analysis and should check the accuracy, reliability and completeness of the

information in this RFP and wherever felt necessary obtain independent advice. The Bid should be

precise, complete and in the prescribed format as per the requirement of this RFP. Failure to furnish all

information required by this RFP or submission of a Bid not responsive to this RFP in each and every

respect will be at the Bidder’s risk and may result in rejection of the Bid for which Bank shall not be held

responsible. Any decision taken by Bank as to the completeness of the Bid or rejection of any / all Bid(s)

shall be final, conclusive and binding upon the Bidder(s) and shall not be questioned / challenged by the

Bidder(s).

3.2 Participation Methodology

In this RFP either the Indian Agent on behalf of the Principal or the Principal itself can Bid but both

cannot Bid simultaneously for the same solution. If an agent Bids on behalf of the Principal, the same

agent shall not submit a Bid on behalf of another Principal for this RFP. The principal Bidder should

assume responsibility on behalf of the Agent for providing end-to-end solution i.e., technology,

personnel, financial and any other infrastructure that would be required to meet intent of this RFP.

3.3 Bid Document and Cost

a. This document can be downloaded from Bank’s website: (www.Bankofbaroda.com) or obtained

from bank’s contact person (address provided on page 3 above) and for that the Bidders should pay

the non-refundable RFP document fee of INR 10,000 (Rupees Ten Thousand only) in Demand Draft /

Banker’s Cheque drawn on any scheduled Commercial Bank (except Bank of Baroda) in favor of

Bank of Baroda, payable at Mumbai and submit the same along with “ Eligibility cum Technical

Proposal”. Submission of the cost of the Bid document in any other form/place is liable for rejection

on grounds of non-payment of the cost of the Bid document.

b. Bidder shall bear all costs associated with the preparation and submission of the Bid and the Bank

will not be responsible for the costs, regardless the conduct or outcome of the Bidding process. The


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Bank is not liable for any cost incurred by the Bidder in replying to this RFP. It is also clarified that no

binding relationship will exist between any of the respondents and the Bank until the execution of

the contract.

3.4 Clarification to RFP and Pre-Bid queries

a. Bidder should carefully examine and understand the specifications, terms and conditions of the RFP

and may seek clarifications, if required by writing the same serial order of that of the RFP and

mentioning the relevant page number and clause number of the RFP.

b. All communications regarding points requiring clarifications and any doubts shall be given in writing

to the Address for Communication mentioned on page 3 above.

c. No oral or individual consultation shall be entertained/accepted

3.5 Pre-Bid Meeting

a. A pre-Bid meeting of the intending Bidders will be held as per schedule specified above to clarify any

point/doubt raised by them in respect of this RFP.

No separate communication will be sent for this meeting. If the meeting date is declared as a

holiday under NI Act by the Government subsequent to issuance of RFP, the next working day will

be deemed to be the pre-bid meeting day. Authorized representatives of interested Bidders shall be

present during the meeting at the scheduled time. In this connection, Bank will allow a maximum of

2 representatives from each Bidder to participate in the pre-bid meeting, and that too only when

each of them has an Authorization letter as per ANNEXURE-5 of this RFP.

b. Bank has the discretion to consider any other queries raised by the Bidder’s representative during

the pre-bid meeting.

c. Bank will have liberty to invite its technical representative or any outside agency, wherever

necessary, to be present in the pre-bid meeting to reply to the technical queries of the Bidders in

the meeting.

d. Bank will consolidate all the written queries and any further queries during the pre-bid meeting and

the replies for the queries shall be made available on the Bank’s website and no individual

correspondence shall be made. The clarification of the Bank in response to the queries raised by the

Bidder/s, and any other clarification/amendments/corrigendum furnished thereof will become part

and parcel of the RFP and it will be binding on all the Bidders. It may, however, be noted that non-


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receipt of reply to the queries raised by any of the Bidders shall not be accepted as a valid reason for

non-submission of the Bid. In addition, non-reply to any query of the Bidder by the Bank may not

mean that the version of the Bidder as reflected in the query has been accepted by the Bank.

3.6 Amendment to the Bidding Document

a. At any time prior to deadline for submission of Bids, the Bank, for any reason, whether, at its own

initiative or in response to a clarification requested by prospective Bidder, may modify the Bidding

document, by amendment

b. Notification of amendments will be made available on the Bank’s website(www.Bankofbaroda.com)

and will be binding on all Bidders and no separate communication will be issued in this regard

c. In order to allow prospective Bidders reasonable time in which to take the amendment into account

in preparing their Bids, the Bank, at its discretion, may extend the deadline for a reasonable period

as decided by the Bank for the submission of Bids

3.7 Mode of Submission of Bids

Each Bid submission shall have the following 2 (two) parts:

a. Part A- Eligibility cum Technical Proposal: Indicating Bidder’s compliance to the Eligibility Criteria

and Technical Capability. The format for submission is as per APPENDIX-1 and for Technical and

Functional Requirement Specifications the format for submission is as per APPENDIX-2.

b. Part B-Commercial Proposal: Furnishing all relevant information as required in ANNEXURE-13. The

format for submission of Commercial Bid is as per APPENDIX-3.

3.8 Preparation of Bids

a. One Set of bid documents (paper copies) containing Eligibility cum Technical proposal and

Commercial proposal (each of these being enclosed in separate sealed labeled envelopes); one

(1) electronic copy (Microsoft Office 2003/2007 on CD) and one (1) electronic copy (Adobe .pdf

non-editable / password protected on CD) must be supplied to the Bank in master sealed

envelope. 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 shall be given precedence and will form the

basis of evaluation and final selection. However, in case of non submission of any hard copy

document, if the same is found submitted in the soft-copy, Bank reserves right to accept the

same at its sole discretion.


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b. On-time submission of responses is strongly encouraged and recommended. Submissions after

the lodgment deadline shall be documented by the Bank and may be considered and

evaluated/rejected at the absolute discretion of the Bank. However, the Bank has no obligation

to accept or act on any reason for a late response.

The Bank has no liability to any Respondent who lodges a late submission for any reason

whatsoever including RFP responses taken to be late only because of another condition of

responding.

c. The Bid shall be typed in English language with a font size of 12 in indelible ink and shall be

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

The person or persons signing the Bids shall sign with their initial on all pages of the Bids, except

for un-amended printed literature and put full signature on eligibility criteria, technical and

commercial proposals.

d. The two parts of the Bid, as stated above in section 3.7, should be placed in two separate

envelopes each one super-scribed with ‘Eligibility cum Technical Proposal‘ and ‘Commercial

Proposal’ and properly closed and sealed. Thereafter, both the envelopes shall be placed inside

another envelope and properly closed and sealed. The final envelope should be super-scribed as

“Proposal for Selection of Bidder for Implementation and End-to-End Management of Bank’s

Loyalty Program” in response to RFP (BCC:TBD:BUSPROM:107:) dated (25/06/2015)” on the

top of the envelope.

e. All the pages of Bid including Brochures should be made in an organized, structured, and neat

manner. Brochures/ leaflets etc. should not be submitted in loose form. All the pages of the

submitted Bids should be paginated with Name, Seal and Signature of the Authorized

Signatories. Bids with erasing/ overwriting/cutting and without authentication will be liable for

rejection. Authorization letter, for signing the Bid documents, duly signed by the Company’s

Authorized signatory should also be submitted.

f. All the envelopes shall bear the name and complete postal address of the Bidder as well as the

bank’s addressee as specified in page no. 3 above.

g. Part A- Eligibility cum Technical Proposal:


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Before submitting the Bid, the Bidders should ensure that they conform to the eligibility criteria

as stated in the paragraph 2.5 of the RFP. Only after satisfying themselves of the eligibility,

should the Bidders submit the Proposal.

The Conformity to Eligibility Criteria as per ANNEXURE-2 among others, must contain Demand

Draft/Banker’s Cheque towards the cost of the Bid document as stated in paragraph3.3 above

and EMD/Bank Guarantee in lieu of EMD as per APPENDIX-4 of this document. The Conformity

to Eligibility Criteria should be complete in all respects and must contain all information sought

as per APPENDIX-1.

Technical Proposal should be submitted as per the instructions contained in APPENDIX-2.

Relevant technical details and documentation should be provided along with Technical Proposal.

The proposal may not be evaluated and may be rejected by the Bank without any further

reference in case of non-adherence to the format or partial submission of Technical information

as per the format given in the offer.

If the proposal of the Bidder is different from the requirement/ scope furnished in the RFP, the

Bidder has to substantiate the same in detail there as on for such deviations. The Bank shall not

allow/ permit changes in the technical specifications once it is submitted.

The Technical Proposal should be complete in all respects including Masked Bill of Material

without containing any price information.

After ensuring the above, the document should be placed inside a separate envelope and sealed

and super-scribed on the top of the cover as “Eligibility cum Technical for Selection of Bidder

for Implementation and Management of Bank’s Loyalty Program”.

h. Part B-Commercial Proposal:

Commercial Bid is to be sealed in a separate envelope and super-scribed on the top of the cover

as “Commercial Proposal for Selection of Bidder for Implementation and Management of

Bank’s Loyalty Program”.

Commercial Bid shall be submitted as per terms and conditions of RFP on prices. The

Commercial Bid should give all relevant price information as per ANNEXURE-13. Any deviations

from the Commercial Bid/ non submission of prices as per the format shall make the Bid liable

for rejection.


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Under no circumstances the Commercial Bid should be kept in Part-A covers. The placement of

Commercial Bid with Part A documents or its mention anywhere else will make the bid liable

for rejection.

The bill of material must be attached in the Technical as well as the Commercial Proposal. The

format will be identical for both, except that the Technical Proposal should not contain any price

information (with prices masked). Technical Proposal without masked Commercials will be liable

for rejection. Any changes in the Commercial Bid format may render the Bid liable for rejection.

Bidder must take care in filling price information in the Commercial Bid, to ensure that there are

free from any typographical or arithmetical error. All fields must be filled up correctly.

Commercial Bids that is incomplete or conditional are liable to be rejected.

3.9 Earnest Money Deposit (EMD)

a. Bidder shall furnish a non interest earning Earnest Money Deposit (EMD) of INR 6,00,000/- (Rupees

six lacs only) by way of Demand Draft / Bank Guarantee drawn on any scheduled Bank other than

Bank of Baroda in favor of Bank of Baroda, payable at Mumbai. The Demand Draft / Bank

Guarantee should be kept along with the Part A.

b. In case the EMD is submitted in the form of Bank Guarantee the same should be valid for the

minimum period of 3 months from the last date for submission of offer. The format for submission

of EMD in the form of Bank Guarantee is as per APPENDIX-4

c. Submission of EMD in other than Part A: Eligibility cum Technical Proposal envelope is liable to be

rejected on grounds of non-submission of EMD.

d. The EMD of Bidders not qualified under Part A will be returned within 30 days after opening the

Commercial Bid of the technically qualified Bidders. The EMD of other Bidders will be returned upon

the successful Bidder accepting the order and furnishing the performance guarantee.

e. The EMD may be forfeited/ Bank Guarantee may be invoked:

If the Bidder withdraws or amends the Bid during the period of Bid validity specified in this

document

If the successful Bidder fails to accept the purchase order within 7 days or fails to sign the

contract or fails to furnish performance guarantee in accordance with the terms of the RFP.


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3.10 Documentation

Technical information in the form of Brochures/ Manuals/ CD etc. of the most current and updated

version available in English must be submitted in support of the Technical Bid made, without any

additional charges to the Bank. The Bank is at liberty to reproduce part / all the documents and printed

material produced by the Bidder in relation to the RFP for its own use.

3.11 Costs & Currency

Proposal must be made in Indian Rupees only as per Bill of Material (ANNEXURE-13).

3.12 Erasures or Alterations

Proposals containing erasures or alterations or over writings will not be considered. There should be no

hand-written material, corrections, alterations or over writings in the offer. Technical details must be

completely filled in. Correct technical information of the product being offered must be filled in. Filling

up of the information using terms such as “OK”, “accepted”, “noted”, “as given in brochure/manual” is

not acceptable. The Bank may treat such Proposals as not adhering to the RFP guidelines and as

unacceptable.

3.13 Assumptions/Presumptions/Modifications

Bank would like to expressly state that any assumption, modifications, terms, conditions, deviation etc.,

which the Bidder includes in any part of the Bidder’s response to this RFP, will not be taken into account

either for the purpose of evaluation or at a later stage, unless such assumptions, modifications, terms,

conditions deviations etc., have been accepted by the Bank and communicated to the Bidder in writing.

Bidder at a later date cannot make any plea of having specified any assumption, modifications, terms,

conditions, deviation etc. in the Bidder’s response to this RFP. No offer can be modified or withdrawn by

a Bidder after submission of Bid/s.

3.14 Submission of Bids

a. Name and address of the Bidder, RFP No. and Due Date of the RFP are to be specifically mentioned

on the Top of the envelope containing the Bid.

b. Bidder shall indicate the name of the officials, company email id, contact numbers, official mailing

address, place and fax number to which all correspondences shall be sent by the Bank.


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c. Any Bid received by the Bank after the last date for receipt of Bids prescribed above will be rejected

and/ or returned unopened to the Bidder. Any decision in this regard by the Bank shall be final,

conclusive and binding on the Bidder.

d. If the last day of submission of Bids is declared as a holiday under NI Act by the Government

subsequent to issuance of RFP, the next working day will be deemed to be the last day for

submission of the RFP. The Bid/s which is/are deposited after the said date and time shall not be

considered.

e. Bids sent through post/courier will not be accepted/ evaluated.

f. If envelopes containing Bid documents, including the outer envelope is not sealed and marked in the

prescribed manner, the Bank will assume no responsibility for the Bid’s misplacement or premature

opening.

g. Completed bids are to be submitted as per the schedule date & time and to the Official specified on

page no. 3 above.

3.15 Modification and Withdrawal of Bids

a. Bidder may modify or withdraw its Bid after the Bid's submission, provided that written notice of the

modification or withdrawal is received by Bank of Baroda prior to the last date prescribed for

submission of Bids

b. Bidder should submit its modified Bid in wholesome as a replacement of its previous bid

c. Bidder's modification or withdrawal notice shall be prepared, sealed, marked and dispatched in

accordance with the provisions of this document

d. No bid shall be modified subsequent to the last date for receipt of Bids

e. No bid shall be withdrawn in the interval between the last date for receipt of Bids and the expiry of

the Bid Validity Period specified. Withdrawal of a Bid during this interval may result in the forfeiture

of Bid Security

3.16 Opening of Bids

a. The Eligibility cum Technical Proposal Bid shall be opened in the presence of the Bidder’s

representative/s who choose to attend the Bid opening as per the schedule specified :

Bidder’s representative may be present in the place and venue well in time along with an

authorization letter in hand for each Bid opening under this RFP, as per the format (ANNEXURE–5)

enclosed.


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Note: Authorization letter should be carried in person and shall not be placed inside any of the Bid

covers.

b. Attendance of all the representatives of the Bidders who are present at the Bid opening will be

taken in a register against Name, Name of the Company and with full signature

c. Bidders may note that no further notice will be given in this regard. Further, in case the Bank does

not function on the aforesaid date due to unforeseen circumstances or the date being declared as a

holiday then the Bid will be accepted up to 3.00 PM on the next working day.

d. The following details will be announced at the time of Bid opening.

Bidders name

Presence or absence of cost of the bid document and bid security (at the time of Technical Bid

opening)

Consolidated commercials quoted by the selected bidders (at the time of Commercial Bid

opening). It may be noted that any request for cost comparison/bifurcation or any granular

details of other bidders would not be entertained.

Any other detail which Bank at its discretion may consider appropriate

e. If any of the Bidder or all Bidders who submitted the RFP are not present during the specified date,

time and venue of opening, it will be deemed that such Bidder is not interested to participate in the

opening of the Bid/s and the Bank at its discretion will proceed further with opening of the Part A in

their absence.

f. The Commercial Bid of only those Bidders who qualified in Part A will be reckoned for further

evaluation.


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Section IV: SELECTION OF BIDDER

4.1 Preliminary Examination

a. Bank will examine the Bids to determine whether they are complete, whether required Bid Security

has been furnished, whether the Bid Documents have been properly signed, whether

documentation as required to evaluate the offer has been submitted and whether the Bids are

generally in order.

b. Prior to a detailed evaluation, Bank will determine the responsiveness of each Bid to the Bidding

document. Responsiveness means that the Bid conforms to all terms and conditions of the Eligibility

Criteria and bidding document is submitted without any material deviations.

c. A bid determined as not substantially responsive will be rejected by the Bank and may not

subsequently be made responsive by the Bidder by correction of the nonconformity. Any decision in

this regard by the Bank shall be final, conclusive and binding on the Bidder.

4.2 Clarification of Proposals

a. During the process of scrutiny, evaluation and comparison of the proposals, the Bank may, at its

discretion, seek clarifications/additional information from all / any of the Bidders on the offer made

by them. Bidder has to respond to the Bank and submit the relevant proof/supporting documents

required against clarifications, if applicable. The request for such clarifications and the Bidders

response will necessarily be in writing and it should be submitted within the time frame stipulated

by the Bank.

b. Bank may, at its discretion, waive any minor non-conformity or any minor irregularity in the offer.

Bank’s decision with regard to ‘minor non-conformity’ is final and the waiver shall be binding on all

the Bidders and Bank reserves the right for such waivers.

4.3 Bid Evaluation Criteria

a. Bank will evaluate the Bid submitted by the Bidders under this RFP. The Part-A will be opened on the

same day. The Part B-Commercial Bid of only those Bidders who qualified in Part A- Technical

Proposal will be reckoned for opening.

b. The Technical Proposal submitted by the Bidder will be evaluated as per the criteria specified in the

Paragraph-4.4 of the RFP.


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c. Bank reserves the right to modify/ amend the evaluation process at any time during the Bid process,

without assigning any reason, whatsoever, and without any requirement of intimating the Bidders of

any such change. Any time during the process of evaluation, Bank may seek specific clarifications

from any or all Bidders. Any decision in this regard by the Bank shall be final, conclusive and binding

on all the Bidders.

d. Bid will be evaluated by a Committee of Officers/Executives of the Bank. If warranted, the Bank may

engage services of external agency/consultant for evaluation of the bid. It is Bank's discretion to

decide at the relevant point of time.

e. At the sole discretion and determination of the Bank, it may add any other relevant criteria for

evaluating the proposals received in response to this Bid Document.

f. On completion of evaluation process of commercial Bids, the contract will be awarded to the Bidder

who has quoted the lowest cost (TCO). Bidders in their own interest should quote most competitive

rates.

g. Bank reserves the right to reject the lowest commercial bid, if it finds the same as unreasonable.

4.4 Technical Bid Evaluation Criteria

Sr.

No. Evaluation Parameter

Max

Marks Scoring Criteria

1

Experience in managing end-to-end loyalty

programs2 for Commercial

Banks/Public Sector Banks/large company

in any other industry or sector in India.

Bidder to provide proof from all Banks/

companies in the format as specified in

Annexure – 3

20

20 marks: Equal to or more than 4

scheduled Commercial Banks/Public

Sector Banks in India.

20 marks: Equal to or more than 4

major commercial entities in India with

nationwide presence and large

customer base for regular reward

distribution.

2Definition of End-to-End Loyalty Program Management - The Company should have conceptualized, designed and

implemented the loyalty program. The company should be managing accrual of points, redemption of points, refund of points, activation of customers at loyalty portal, managing online interactive loyalty portal, redemption logistics, accelerated partner network, call centre operations, analytics and digital communications etc.


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10 marks: Equal to or More than 1 but

less than 4 scheduled Commercial

Banks/ Public Sector Banks in India.

10 marks: Equal to or more than 1 but

less than 4 major commercial entities

in India with nationwide presence and

large customer base for regular reward

distribution.

05 marks: Company in any Other

Industry/sector or smaller

implementation.

2

Stable and Scalable Loyalty Technology

platform with capability to carry out

customizations as per Bank requirements

expeditiously.

10

10 marks: Proprietary/Owned

technology platform with source

code i.e. no external dependency on

any customization / changes

05 marks: Third party technology

platform on hosted/ shared model or

dependency on third party for changes

/customization as per banks

requirements from time to time.

3 Number of Customer Loyalty Accounts

managed 05

05 marks:>= 25million accounts

04 marks:15-25 million accounts

03 marks:10-15 million accounts

01 mark:0-10 million accounts

4

Number of Banking/Non-Banking channels

managed from amongst the following list:

i. Debit cards

05

05 marks: 6 or more channels

04 marks: 4-5 Bank channels

02 marks: 2-3 Bank channels


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ii. Credit cards

iii. Internet Banking

iv. Mobile Banking

v. On-us ATM transactions

vi. ADC Usage

vii. Growth of low cost deposit

viii. Growth of retail loan products

01 mark: 1 Bank channel

5 Ability to support multiple languages on

the program portal of the Bank. 02

02 marks: Currently support >=2

languages on the Program portal

0 marks: Not supporting languages

other than English on the program

portal

6

Ability to support multiple tiers with

differentiated accrual rates, lapses and

redemption options

03

03 marks: Currently support tiers with


redemption options

0 marks: Not supporting all the above

features

7

Capability of providing multiple options for

customers to redeem their loyalty points

across various redemption categories.3

10 10 marks: Currently providing

redemption across 12 or more

3The redemption categories are defined as follows:

1. Merchandize 2. Mobile Recharge 3. DTH Recharge 4. Ticket Bookings 5. Movie Ticket Bookings 6. Bus Ticket Bookings 7. In-store Redemption 8. Gift vouchers/Gift Cards 9. Charity 10. Utility Bill Payments 11. Hotel bookings 12. Experiential Products


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categories

07 marks: Currently providing

redemption across8 to 11 categories


redemption across 2 to 7 categories


redemption across less than 2

categories

8

Capability to provide customers the option

to redeem their loyalty points across all the

redemption categories as defined below

through a mobile application

03


redemption across 6 or more

categories through Mobile Application



through Mobile Application



through Mobile Application


redemption across less than 2

categories through Mobile Application

9

Ability to provide customers the option to

redeem their loyalty points in-store across

high number of outlets

07

07 marks: Ability to provide instant

redemption at the stores through

2000+ Outlets

05 mark: Ability to provide instant

redemption at the stores through

1000+ Outlets

13. Grocery


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0 marks: No ability or less than 1000

stores to provide instant redemption at

the stores.

10 Ability to manage redemption using points

as well as other payment options 02

02 marks: Currently manage

redemption using Points + Bank’s other

electronic payment channels for

payment of balance amount

01 marks: Only support payment upto

redemption of points

11 Ability to manage redemption of loyalty

points through the IVR channel 02

02 marks: Currently manage

redemption through IVR channel

0 marks: Not supporting redemption

through the IVR channel

12

Ability to support multiple vendors per

redemption service and scalable

integration of redemption services

03

03 marks: Currently support >=2

vendors per redemption service

0 marks: Not supporting multiple

vendors per redemption service

13

Fully integrated communication

management to send e-mail/ SMS and

customized campaigns at every step of the

loyalty program process

03

03 marks: Currently provide integrated

communication management

0 marks: Not supporting integrated

communication management or

providing standalone communication

14 Data Security: Certification for PCI-DSS

standards 10

10 marks: If PCI-DSS certified

5 marks: If compliant with the PCI-DSS

standards and confirming to provide

complete roadmap for becoming PCI-


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DSS certified company by 31st March

2016

0 marks: If not compliant with the PCI-

DSS standards

15

Demonstration of in-depth understanding

of the Bank requirements through the

technical proposal supplemented by

Presentation, Demonstration & interactions

using actual users /clients (where the

solution is implemented by the bidder).

15 Subjective Evaluation

Total 100

Note:

Only India experience would be taken into account as part of the evaluation.

Bidder is required to provide documentary evidence for each of the above criteria and the same

would be required on the client’s letter head in case of credentials.

Any claim not supported by documents/reference or thoroughly demonstrated during

presentation would not be considered for awarding points. Moreover, any claim in the eligibility

and/ or technical proposal, which impacts implementation, and not substantiated may result in

disqualification of the bidder.

4.5 Commercial Bid Evaluation Criteria

a. Only those Bidders who score 80% (80 marks out of 100) or above in the Technical Evaluation round

will be short-listed for Commercial Evaluation. The Commercial Bids of such short-listed Bidders shall

be opened with due communication by the Bank

b. Bank at its sole discretion may lower the qualifying criteria. The broad methodology adopted is -

In case only one participant gets 80% or more score, then the next highest scoring bidder may

also be selected for commercial evaluation at the sole discretion of the Bank.


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In case none of the participant bidders scores 80% score or more, the commercial bid of only

top 2 bidders on the basis of technical and functional assessment may be opened at the sole

discretion of the Bank.

The difference between top two bidders should not be more than 5%.

Bids scoring less than 70% marks will be disqualified.

c. Bidder shall provide the commercial Bid as per the format provided in ANNEXURE-12 & 13 covering

the following details:

One-time program set-up cost (A)

Admin fee per point awarded (B) (Charges per transaction. Value of only those transactions on

which loyalty points are generated will be considered)

Customer support call center agent charges (monthly charges for 1 agent) (C) For TCO

computation purpose, we would take 5 agent’s services.

Duration of the program period (P). In the context of current RFP it is taken at 36 months.

Current spend of bank’s debit card on POS & eCommerce (S). For the purpose of TCO

computation, it is taken at INR 200 crore per month.

Any other charges proposed by the bidder for efficient working of the program for the entire

contract period (D).

d. The commercial offer quoted by the Bidder as per the prescribed format shall be summarized as

follows:

TCO for the Contract Period will be calculated as follows:

TCO = A + B*P*S + C*P*5 + D

TCO is the expected outgo of bank, towards said loyalty program, for the total duration of the

program. The successful Bidder will be the one who has the lowest TCO

4.6 Intimation to Qualified/Successful Bidders

a. Only shortlisted Bidders will be informed to participate in the commercial bid opening process.

4.7 Correction of Error in the Commercial Bid

Bank reserves the right to correct any arithmetical errors furnished in the Commercial Bid. If any such

errors are noticed it will be rectified on the following basis:


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a. Bank may waive off any minor infirmity or non-conformity or irregularity in a Bid, which does not

constitute a material deviation.

b. If there is discrepancy between the unit price and total price (which is obtained by multiplying the

unit price by the quantity), the unit price shall prevail and the total price shall be corrected

accordingly.

c. If there is discrepancy in the total arrived at Bill of Material (addition, subtraction, multiplication,

division and carryover of amount from one page to another), correct total will be arrived at by the

Bank and the same shall prevail over the total furnished in the Bill of Material.

d. If there is a discrepancy between words and figures, the rate/ amount in words shall prevail, unless

the amount expressed in words is related to an arithmetical error in which case, the amount in

figures will prevail, subject to the above two provisions.

e. If the Bidder does not accept the correction of errors, the Bid will be rejected.

4.8 Bid Validity Period

a. The Offer submitted and the prices quoted therein shall be valid for 90 days from the date of

opening of Commercial Bid. Bid valid for any shorter period shall be rejected by the Bank.

4.9 Proposal Ownership

a. The proposal and all supporting documentation submitted by the Bidder shall become the property

of the Bank.

b. As the Bidder’s proposal is central to the evaluation and selection process, it is important that, the

Bidder carefully prepares the proposal as per the prescribed format only.

c. Under no circumstances, can the format be changed, altered or modified.

d. Bidders must provide categorical and factual replies to specific questions. Bidders may provide

additional technical literature relating to their proposal but in a separate Annexure. Correct and

current technical details must me completely filled in. The Appendices/Annexure to this RFP shall

form integral part of the RFP.

4.10 Project Ownership

a. If the Bidder is engaging any third party in executing the project, details thereof shall be furnished.

The Bidder shall detail the responsibilities of such third parties involved and also submit a letter of


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undertaking from the parties mentioning their consent and assurance for satisfactory performance

of the project.

b. The Bidder must specify any and all relationships with third parties in respect of the ownership,

which are relevant to this RFP.

c. Ownership letter by the Bidder to be submitted (Under taking letter by the Bidder taking the full

ownership of the project execution in case third party also involved in project execution. The Bidder

shall also submit the ownership certificate issued by the third party clearly mentioning the extent of

ownership)

d. Bidder to be the single point of contact for bank and would be responsible for all the action/support

offered by their partners/associates for the works associated with this RFP.

4.11 Acceptance of Offer

a. The Bank reserves its right to reject any or all the offers without assigning any reason thereof

whatsoever.

b. The Bank will not be obliged to meet and have discussions with any Bidder and/ or to entertain any

representations in this regard.

c. The bids received and accepted will be evaluated by the Bank to ascertain the lowest Bid in the

interest of the Bank. However, the Bank does not bind itself to accept the lowest or any Bid and

reserves the right to reject any or all bids at any point of time prior to the order without assigning

any reasons whatsoever.

d. The Bank reserves the right to re-tender the RFP with or without modification.

e. Bidder including those, whose bids are not accepted shall not be entitled any costs, charges,

damages and expenses of and incidental to or incurred by him through or in connection with his

submission of tenders, even though the Bank may elect to modify/withdraw the tender.

4.12 Award of Contract

a. The contract shall be awarded and the order shall be placed on selected Bidder who has offered the

lowest commercial to the bank for the entire project.

b. Bidder whose Commercial Bid is accepted by the Bank will be referred to as the successful Bidder

and Bank will notify the name of the successful Bidder on its web site on completion of the process


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c. Bank shall release the order either in full or in part or place more than one order towards the

contract based on project plan.

d. Successful Bidder shall submit the acceptance of the order within 3 working days from the date of

receipt of the order. No conditional or qualified acceptance shall be permitted. The effective date

for start of provisional contract with the successful Bidder shall be the date of acceptance of the

order by the Bidder. Bank reserves its right to consider at its sole discretion the late acceptance of

the order by successful Bidder.

4.13 Documentation Format

a. All documents will be handed over in requisite copies, signed, legible, neatly and robustly bound on

A-4 size, good-quality paper.

b. Soft copies of all the documents properly encrypted in MS Word /MS Excel/PDF format also to be

submitted in CDs/DVDs along with the hard copies.

c. All documents shall be in English.


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Section V: TERMS & STIPULATIONS

5.1 Effective Date

The effective date shall be date of acceptance of the Letter of Intent (LOI)/ order by the successful

Bidder. However, the Bidder shall submit the acceptance of the LOI/ order within 3 working days from

the date of receipt of LOI/order. The Bank reserves right to consider the late acceptance of the

LOI/order, if any, at its discretion.

5.2 Execution of Agreement

a. Within 21 days from the date of acceptance of the Order, the successful Bidder shall sign a stamped

“Contract Agreement” with the Bank at the time, place and in the format prescribed by the Bank.

Failure to execute the Contract Agreement makes the EMD liable for forfeiture at the discretion of

the Bank and also rejection of the successful Bidder.

b. The Contract Agreement shall include all terms, conditions and specifications of the RFP and also the

Commercial Bid and Price, as agreed finally after Bid evaluation and negotiation if necessary. The

Contract shall be executed in English language in one original, the Bank receiving the duly signed

Original and the successful Bidder receiving the photocopy. The contract shall be valid till all

contractual obligations are fulfilled.

c. Bidder will also have to sign a Non Disclosure Agreement, as per bank’s format, for the entire

contract period and thereafter.

5.3 Fixed Price

The prices quoted in the response will be fixed for the period of the contract. The price should be

inclusive of all taxes and only service tax, if any will be paid by the Bank at actual on production of

original receipts.

5.4 Expenses

It may be noted that Bank will not pay any amount/expenses/charges/fees/traveling expenses/boarding

expenses/lodging/ expenses/conveyance expenses/ out of pocket expenses other than the "Agreed

Price" to the selected bidder.


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5.5 Time Schedule

The service start up time from the date of agreement shall be 15 days.

Training:

a. Bidder shall provide onsite training for one week (pre roll-out) to the Staff of Bank and Contact

Centers along with the manuals for users/administrators of the portal.

b. The training should cover complete details for usage of the application, maintenance of solution

hosted, usage of Administrator web portal with customer search details, MIS/reports generated,

configuration of volume and velocity check, define limits, alerts / push notification including hands-

on tips for basic troubleshooting.

c. In the event of version update and enhancements in services of the application, complete

documentation with training on usage/trouble shooting will be provided by the Vendor at no extra

cost.

d. Bidder would have to arrange for a comprehensive technical training to banks team for a period of

two weeks which would include application architecture, interfacing details for new/third party

products.

5.6 Liquidated Damages

a. For any delay in launch of Bank’s Loyalty program by the stipulated date, a penalty@ INR 5000/- per

day will be charged.

b. Bank will impose liquidity damage, of INR 10000/- (Rupees ten thousand only) per day or part

thereof, for delay in not adhering to the time schedules for commitments under each contract.

c. If the successful 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 a suitable amount as deemed reasonable by the Bank as Liquidated

Damage for nonperformance.

d. The liquidity damage shall be deducted/ recovered by the Bank from any money due or becoming

due to the Bidder under this purchase contract or may be recovered by invoking of Bank Guarantees

or otherwise from Bidder or from any other amount payable to the Bidder in respect of other

Orders.


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e. All the above LDs are independent of each other and are applicable separately and concurrently.

Overall cap for penalties under this clause will be 10% of the contract value of the respective

assignment.

f. LD is not applicable for the reasons attributable to the Bank and/or Force Majeure. However, it is

the responsibility/onus of the Bidder to prove that the delay is attributed to the Bank and/or Force

Majeure. The Bidder shall submit the proof authenticated by the Bidder and Bank's official that the

delay is attributed to the Bank and Force Majeure at the earliest or at the time of requesting

payment

5.7 Penalty

The penalties shall be levied in respect of following activities:

a. Enrollment: A penalty of INR 1000 will be applied for every complaint arising out of incorrect

enrollment or any other issue related to enrollment of the cardholder for loyalty reward program.

b. Accrual: A penalty of INR 1000 will be applied for every complaint related to incorrect accrual of

reward points of the cardholder for loyalty reward program.

c. Redemption:

Movie ticket, Merchandise, Mobile Recharge and Bus Ticket are mandatory in any given

instance. At any given time the number of categories in the redemption basket must not be

below 4. A penalty of INR 2000 per day will be applied for every such day when the number of

categories was below 4.

The points utilized from member account for redemption must match with the published point.

For any complaint related to wrong point deduction and redemption points, a penalty of INR

5000 per complaint will be applied.

Every complaint related to delivery or customer service like online mobile recharge, air/ movie/

bus ticket booking, refund at a merchant store etc. will attract a penalty of INR 5000 per

complaint.

If at any given time number of products goes below 700 it would lead to monetary penalty of Rs.

5000.


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5.8 Pricing & Payments

a. Price offered to the Bank must be in Indian Rupees and all inclusive (including taxes, levies etc.)

except service tax as applicable.

b. No escalation in price quoted is permitted for any reason whatsoever. Prices quoted must be firm till

the completion of the contract including warranty period.

c. From the date of placing the order till the delivery of the product/solution/certification, if any

changes are brought in the duties such as excise/customs etc., by the Government resulting in

reduction of the cost of the systems, the benefit arising out of such reduction shall be passed on to

the Bank.

d. Applicable Service Tax will be paid at actual. If there is any delay in delivery of the solution ordered

on account of the Bidder, then any increase in tax rate has to be borne by the Bidder. However if

any decrease in the tax rates, then the taxes at actual will be paid.

e. The payments will be released only on acceptance of the order and on submission of contract

performance guarantee as per paragraph 5.10

5.9 Payment Terms

a. Bidder must accept the payment terms proposed by the Bank. The financial Bid submitted by the

Bidder in the RFP must be in conformity with the payment terms proposed by the Bank. Any

deviation from the proposed payment terms would not be accepted. The Bank shall have the right

to withhold any payment due to the Bidder, in case of delays or defaults on the part of the Bidder.

Such withholding of payment shall not amount to a default on the part of the Bank.

b. All the payments to the Successful Bidder shall be subject to the performance of the Services to the

satisfaction of the Bank for this purpose.

c. Payment shall be released on production of invoices and other documents, if any. Penalties/

liquidated damages, if any, shall be deducted from the invoice value.

d. Please note that Acceptance Report duly signed by Bank officials of the user group should be

submitted in originals while claiming payment in respect of orders placed. The Bidder shall strictly

follow the format of Bank and submit the same. The acceptance report format will be provided to

the successful Bidders only.

e. The payments will be released/ accepted only through electronics transfer and the Successful Bidder

has to provide necessary Bank Details like Account No., Bank’s Name with Branch, IFSC Code etc.


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5.10 Security Deposit/ Performance Bank Guarantee

a. Successful Bidder should submit a Security Deposit/ Performance Guarantee of 10% of the total

project cost (TCO) within 15 days from the date of acceptance of the Order.

b. If the Security Deposit/Performance Guarantee is not submitted within the time stipulated above, a

penalty of INR 5000/- for each completed calendar week of delay or part thereof will be deducted

from the payment or from any other payments for the delay in submission of Bank Guarantee. The

total penalty under this clause shall be restricted to maximum of INR 50,000/-.

c. Security Deposit should be submitted by way of DD drawn on Bank of Baroda payable at Mumbai/

Bank Guarantee from any of the Scheduled Banks (Other than Bank of Baroda) as per the Bank’s

format (APPENDIX-5).

d. Security Deposit/Performance Bank Guarantee should be valid for 36 Months from the date of

acceptance of order and shall be retained till the completion of contract period. The guarantee

should also contain a claim period of Three months from the last date of validity.

e. The successful Bidder shall be responsible for extending the validity date and claim period of the

Bank guarantees as and when it is due, on account of incompletion /extension of the project and

warranty period.

f. The security deposit/ Bank guarantee will be returned to the Bidder on completion of Warranty

Period.

g. The Bank shall invoke the Bank guarantee before the expiry of validity, if work is not completed and

the guarantee is not extended, or if the successful Bidder fails to complete his obligations under the

contract. The Bank shall notify the successful Bidder in writing before invoking the Bank guarantee.

5.11 Order Cancellation/ Termination of Contract

The Bank reserves the right to cancel the contract of the successful Bidder and recover expenditure

incurred by the Bank on the following circumstances:

a. Successful Bidder commits a breach of any of the terms and conditions of the Bid/contract.

b. Bidder goes into liquidation voluntarily or otherwise.

c. The progress regarding execution of the contract, made by the successful Bidder is found to be

unsatisfactory.

d. If deductions on account of Liquidated Damages exceeds more than 10 % of the total contract value.


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e. If found blacklisted by any Govt. Department/ PSU/ other Banks/ CERT-In, during the course of

contracted period.

f. In addition to the cancellation of purchase order, the Bank reserves the right to recover any dues

payable by the successful Bidder from any amount outstanding to the credit of the successful

Bidder, including the pending bills and/or invoking Bank Guarantee or foreclose the Security

Deposit, if any, under this contract.

g. Bank shall serve the notice of termination to the Bidder 30 days prior, of its intention to terminate

services.

h. Redemption of the already accrued points will be carried on by the terminated agency/ Bidder as

per the Bank’s directions.

5.12 Terms & Conditions

a. Adherence to Terms and Conditions

Bidders who wish to submit responses to this RFP should note that they should abide (in true intent

and spirit) by all the terms and conditions contained in the RFP. If the responses contain any

extraneous conditions put in by respondents, such responses may be disqualified and may not be

considered for the selection process.

b. Professionalism

Bidder should provide professional, objective and impartial advice at all times and hold the Bank’s

interest paramount and should observe the highest standard of ethics, values, and code of conduct,

honesty and integrity while executing the assignment.

c. Adherence to Standards

Bidder should adhere approved standards in the process and delivered goods. The Bank reserves the

right to ascertain information from other Banks and institutions to which the Bidders have rendered

their services for execution of similar projects.

d. Expenses

It may be noted that Bank will not pay any amount/ expenses/ charges/ fees/ traveling expenses/

boarding expenses/ lodging expenses/ conveyance expenses/out of pocket expenses other than the

“Agreed Price”.

e. Single Point Of Contact


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The successful Bidder has to provide details of Project Manager viz. name, designation, address, e-

mail address, telephone/mobile no., fax no. etc. who would be responsible for complete co-

ordination, efficient and timely completion of the work as expected and specified in the RFP.

f. Authorized Signatory

The successful Bidder shall indicate the authorized signatories who can discuss and correspond with

the Bank, with regard to the obligations under the contract. The successful Bidder shall submit at

the time of signing the contract, a certified copy of the resolution of their Board, authenticated by

Company Secretary/Director, 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.

g. Non Payment of Agreed Price

If any of the items/activities as mentioned in the price Bid and as mentioned in ANNEXURE-13 are

not taken up by the Bank during the course of this assignment, the Bank will not pay the contracted

agreed price quoted/agreed by the successful Bidder in the Price Bid against such activity/item.

h. Employer-Employee Relationship

Bidder or any of its holding/subsidiary/joint-venture/affiliate / group/ client companies or any of

their employees/ officers/ staff/ personnel representatives/agents shall not, under any

circumstances, be deemed to have any employer-employee relationship with the Bank or any of its

employees/officers/staff/representatives/ personnel/agents.

i. Vicarious Liability

Bidder shall be the principal employer of the employees, agents, contractors, subcontractors etc.,

engaged by the Bidder and shall be vicariously liable for all the acts, deeds, matters or things, of

such persons whether the same is within the scope of power or outside the scope of power, vested

under the contract. No right of any employment in the Bank shall accrue or arise, by virtue of

engagement of employees, agents, contractors, subcontractors etc., by the Bidder, for any

assignment under the contract. All remuneration, claims, wages dues etc., of such employees,

agents, contractors, subcontractors etc., of the Bidder shall be paid by the Bidder alone and the

Bank shall not have any direct or indirect liability or obligation, to pay any charges, claims or wages

of any of the Bidder’s employees, agents, contractors, subcontractors etc. The Bidder shall agree to

hold the Bank, its successors, assigns and administrators fully indemnified, and harmless against loss


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or liability, claims, actions or proceedings, if any, whatsoever nature that may arise or caused to the

Bank through the action of Bidder’s employees, agents, contractors, subcontractors etc.

j. Cancellation Of Contract and Compensation

The Bank reserves the right to cancel the contract of the successful Bidder and recover

expenditure incurred by the Bank in any of the following circumstances. The Bank would provide

30 days’ notice to rectify any breach/ unsatisfactory progress. If the issues are not addressed to

the satisfaction of bank then bank can initiate steps to cancel the contract.

The successful Bidder commits a breach of any of the terms and conditions of the Bid/contract.

Bidder becomes insolvent or 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 successful Bidder is found to be

unsatisfactory.

If the successful Bidder fails to complete the due performance of the contract in accordance

with the agreed terms and conditions.

After the award of the contract, if the successful 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

successful Bidder is bound to make good the additional expenditure, which the Bank may have

to incur to carry out for the execution of the balance of the contract. This clause is also

applicable, if for any reason, the contract is cancelled.

The Bank reserves the right to recover any dues payable by the successful Bidder from any

amount outstanding to the credit of the successful Bidder, including the pending bills and/or

invoking Bank Guarantee/Security Deposit, if any, under this contract.


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Section VI: GENERAL CONDITIONS

6.1 Intellectual Property Rights

a. Bidder warrants that the inputs provided /deliverables shall not infringe upon any third party

intellectual property rights, including copyrights, patents and other intellectual property rights of

any nature whatsoever.

b. In the event that the deliverables become the subject of claim of violation or infringement of a third

party’s intellectual property rights, Bidder shall at its choice and expense: [a] procure for Bank the

right to continue to use such deliverables; [b]replace or modify such deliverables to make them non-

infringing, provided that the same function is performed by the replacement or modified

deliverables as the infringing deliverables; or [c] if the rights to use cannot be procured or the

deliverables cannot be replaced or modified, accept the return of the deliverables and reimburse

Bank for any amounts paid to Bidder for such deliverables, along with the replacement costs

incurred by Bank for procuring an equivalent equipment in addition to the penalties levied by Bank.

However, Bank shall not bear any kind of expense, charge, fees or any kind of costs in this regard.

Notwithstanding the remedies contained herein, the Bidder shall be responsible for payment of

penalties in case service levels are not met because of inability of the Bank to use the proposed

solution.

c. The indemnification obligation stated in this clause apply only in the event that the indemnified

party provides the indemnifying party prompt written notice of such claims, grants the indemnifying

party sole authority to defend, manage, negotiate or settle such claims and makes available all

reasonable assistance in defending the claims [at the expenses of the indemnifying party].

Notwithstanding the foregoing, neither party is authorized to agree to any settlement or

compromise or the like which would require that the indemnified party make any payment or bear

any other substantive obligation without the prior written consent of the indemnified party. The

indemnification obligation stated in this clause reflects the entire liability of the parties for the

matters addressed thereby.

d. Bidder acknowledges that business logics, work flows, delegation and decision-making processes of

Bank are of business sensitive nature and shall not be disclosed/referred to other clients, agents or

distributors.


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6.2 Roles & Responsibility during Project Implementation

a. All tools, tackles, testing instruments, consumables, etc., as required during all operations such as

testing, commissioning maintenance shall be provided by the Bidder at no extra cost to the Bank for

completing the scope of work as per this RFP.

b. The successful Bidder shall take all steps to ensure safety of Bidder’s and the Bank’s personnel

during execution of the contract and also be liable for any consequences due to omission or act of

the successful Bidder or theirs sub-bidders.

c. In case any damage of Bank’s property during execution of work is attributable to the Bidder, Bidder

has to replace the damaged property at his own cost.

6.3 Indemnity

a. Bidder shall keep and hold the Bank indemnified and harmless from time to time and at all times

against all actions, proceedings, claims, suits, liabilities (including statutory liability), penalties,

demands, charges, costs (including legal costs) and expenses, damages, losses and any other

expenses which may be caused to or suffered by or made or taken against the Bank arising out of:

The breach, default or non-performance of undertakings, warranties, covenants or obligations

by the Bidder;

Any contravention or non-compliance with any applicable laws, regulations, rules, statutory or

legal requirements by the Bidder;

b. Further, the Bidder shall indemnify, protect and save the Bank against all claims, losses, costs,

damages, expenses, action suits and other proceedings, resulting from infringement of any law

pertaining to patent, trademarks, copyrights etc. or such other statutory infringements in respect of

PCI-DSS & PA-DSS supplied by them.

c. All indemnities shall survive notwithstanding expiry or termination of the contract and Bidder shall

continue to be liable under the indemnities.

d. Bidder’s aggregate liability shall be subject to an overall limit of the total Cost of the project.

e. The limits specified above said clause shall not apply to claims made by the Bank/third parties in

case of infringement of Intellectual property rights or for claims relating to the loss of damage to

real property and tangible personal property and for bodily injury or death and in these cases the

liability will be unlimited.


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6.4 Inspection of Records

Bank at its discretion may verify the accounts and records or appoint third party for verification

including an auditor for audit of records, systems, process, Data centre & Data Repository

arrangements, including Hardware, Software/solution provided to the Bank under the RFP and the

Bidder shall extend all cooperation in this regard.

6.5 Assignment

a. Bidders shall not assign to any one, in whole or in part, its obligations to perform under the

RFP/contract, except with the Bank’s prior written consent.

b. If the Bidder undergoes a merger, amalgamation, take-over, consolidation, reconstruction, change

of ownership etc., the new entity would complete the obligations of the bank under this RFP as if

the arrangement was between bank and the new entity.

6.6 Publicity

Any publicity by the Bidder in which the name of the Bank is to be used will be done only with the

explicit written permission of the Bank.

6.7 Confidentiality and Non-Disclosure/SLA

Bidder shall take all necessary precautions to ensure that all confidential information is treated as

confidential and not disclosed or used other than for the purpose of project execution. Bidder shall

suitably defend, indemnify Bank for any loss/damage suffered by Bank on account of and to the extent

of any disclosure of the confidential information. The Bidder shall furnish an undertaking as given in

ANNEXURE-7.No media release, public announcement or any other reference to the RFP or any program

there under shall be made without the written consent from the Bank. Reproduction of this RFP,

without the prior written consent of the Bank, by photographic, electronic or other means is strictly

prohibited.

The successful vendor shall execute (a) a Service Level Agreement (SLA), which would include all the

services and terms and conditions of the services to be extended as detailed herein and any other

conditions as may be prescribed by the Bank; and (b) Non-disclosure Agreement (NDA). The Vendor shall

execute the SLA and NDA within 21 days from the date of acceptance of Letter of Appointment. The

contract shall be executed by the authorized signatory of the Vendor. A power of attorney to that effect


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shall be submitted by the successful bidders.

6.8 Amendments to the Order

Once the Order is placed on Bidder, no amendments or modifications of Order and no waiver off any of

the terms or conditions hereof shall be valid or binding unless made in writing.

6.9 General Contract Agreement Conditions

a. Neither Bank nor Bidder shall assign any rights or obligations herein without obtaining the prior

consent of the other Party.

b. No forbearance, indulgence, relaxation or inaction by any Party [Bank or Bidder] at any time to

require the performance of any provision of Agreement shall in any way affect, diminish, or

prejudice the right of such Party to require the performance of that or any other provision of

Agreement.

c. No waiver or acquiescence of any breach, or any continuing or subsequent breach of any provision

of Agreement shall be construed as a waiver of any right under or arising out of Agreement or an

acquiescence to or recognition of any right and/or any position other than that expressly stipulated

in the Agreement.

d. All remedies of either Bank or Bidder under the Agreement whether provided herein or conferred

by statute, civil law, common law, custom, or trade usage, are cumulative and not alternative may

be enforced successively or concurrently.

e. If any provision of Agreement or the application thereof to any person or Party [Bank/Bidder] is or

becomes invalid or unenforceable or prohibited by law to any extent, this Agreement shall be

considered divisible as to such provision, and such provision alone shall be inoperative to such

extent and the remainder of the Agreement shall be valid and binding as though such provision had

not been included. Further, the Parties [Bank and Bidder] shall endeavor to replace such invalid,

unenforceable or illegal provision by one that is valid, enforceable, and legal and achieve

substantially the same economic effect as the provision sought to be replaced.

f. If during the term of Agreement, the performance in whole or in part by either Party[Bank/Bidder]

of any obligations under the Agreement is prevented or delayed by reason of war, destructive act of

public enemy, civil commotion, sabotage, fires, floods, explosions, epidemic, quarantine restrictions,

strikes, lock-outs, or acts of god(hereinafter referred to individually as an “Event” the notice of

happening of which shall be given by either Party to the other within seven days of the date of


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occurrence of such Event), neither Party [Bank nor Bidder] shall be entitled to terminate this

Agreement nor have any claim for damages against the other by reason only of such non-

performance or delay in performance.

g. None of the provisions of Agreement shall be deemed to constitute a partnership between the

Parties [Bank and Bidder] and neither Party [Bank nor Bidder] shall have any right or authority to

bind the other as the other’s agent or representative and no Party shall be deemed to be the agent

of the other in any way.

h. Agreement shall not be intended and shall not be construed to confer on any person other than the

Parties [Bank and Bidder] hereto, any rights or remedies herein.

6.10 Negligence

In connection with the work or contravenes the provisions of General Terms, if the successful Bidder

neglects to execute the work with due diligence or expedition or refuses or neglects to comply with any

reasonable order given to him in writing by the Bank, in such eventuality, the Bank may after giving

notice in writing to the successful Bidder calling upon him to make good the failure, neglect or

contravention complained of, within such times as may be deemed reasonable and in default of the said

notice, the Bank shall have the right to cancel the Contract holding the successful Bidder liable for the

damages that the Bank may sustain in this behalf. Thereafter, the Bank may make good the failure at the

risk and cost of the successful Bidder.

6.11 Responsibility for Completeness

a. Bidder shall ensure that the Solution provided [Software/Middleware etc.] meets all the technical

and functional requirements as envisaged in the scope of the RFP

b. Any supplies and services which might not have been specifically mentioned in this RFP but are

necessary for installation, testing, commissioning, performance or completeness of the order, shall

be provided / made available as per the time schedule for smooth and efficient operation and

maintenance of the system under Indian condition.

c. Bidder shall be responsible for any discrepancies, errors and omissions in the drawings or other

information submitted by him irrespective of whether these have been approved, reviewed or

otherwise accepted by the Bank or not. Bidder shall take all corrective measures arising out of


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discrepancies, error and omission in drawings and other information as mentioned above within the

time schedule and without extra cost to the Bank.

6.12 Responsibilities of the Bidder

By submitting a signed Bid/response to this RFP the Bidder certifies that:

a. Bidder represents and acknowledges to the Bank that it possesses necessary experience, expertise

and ability to undertake and fulfill its obligations, under all phases involved in the performance of

the provisions of this RFP. The Bidder represents that all solution provided in response to this RFP

shall meet the proposed Bidder solution requirements. The Bidder shall be required to

independently arrive at a solution, which is suitable for the Bank, after taking into consideration the

effort estimated for implementation of the same. If any services, functions or responsibilities not

specifically described in this RFP are an inherent, necessary or customary part of the deliverables or

services and are required for proper performance or provision of the deliverables or services in

accordance with this RFP, they shall be deemed to be included within the scope of the deliverables

or services, as if such services, functions or responsibilities were specifically required and described

in this RFP and shall be provided by the Bidder at no additional cost to the Bank. The Bidder also

acknowledges that the Bank relies on this statement of fact, therefore neither accepting

responsibility for, nor relieving the Bidder of responsibility for the performance of all provisions and

terms and conditions of this RFP, the Bank expects the Bidder to fulfill all the terms and conditions

of this RFP.

6.13 Force Majeure

a. Bidder shall not be liable for default or non-performance of the obligations under the contract, if

such default or non-performance of the obligations under this contract is caused by any reason or

circumstances or occurrences beyond the control of the Bidder, i.e. Force Majeure.

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

Bidder, due to or as a result of or caused by acts of God, wars, insurrections, riots, earth quake and

fire, events not foreseeable but does not include any fault or negligence or carelessness on the part

of the Bidder, resulting in such a situation.

c. In the event of any such intervening Force Majeure, the Bidder shall notify the Bank in writing of

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


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directed by the Bank, the Bidder shall continue to perform / render / discharge other obligations as

far as they can reasonably be attended / fulfilled and shall seek all reasonable alternative means for

performance affected by the Event of Force Majeure.

d. In such a case, the time for performance shall be extended by a period (s) not less than the duration

of such delay. If the duration of delay continues beyond a period of three months, the Bank and the

Bidder shall hold consultations with each other in an endeavor to find a solution to the problem.

Notwithstanding above, the decision of the Bank shall be final and binding on the Bidder.

6.14 Corrupt and Fraudulent Practices

a. As per Central Vigilance Commission (CVC) directives, it is required that Bidders/ Suppliers/

Contractors observe the highest standard of ethics during the procurement and execution of such

contracts in pursuance of this policy.

b. "Corrupt Practice" means the offering, giving, receiving or soliciting of anything of values to

influence the action of an official in the procurement process or in contract execution AND

c. "Fraudulent Practice" means a misrepresentation of facts in order to influence a procurement

process or the execution of contract to the detriment of the Bank and includes collusive practice

among bidders (prior to or after Bid submission) designed to establish Bid prices at artificial non-

competitive levels and to deprive the Bank of the benefits of free and open competition.

d. The Bank reserves the right to reject a proposal for award if it determines that the Bidder

recommended for award has engaged in corrupt or fraudulent practices in competing for the

contract in question.

e. The Bank reserves the right to declare a firm ineligible, either indefinitely or for a stated period of

time, to be awarded a contract if at any time it determines that the firm has engaged in corrupt or

fraudulent practices in competing for or in executing the contract.

6.15 Resolution of Disputes

All disputes and differences of any kind whatsoever, arising out of or in connection with this Offer or in

the discharge of any obligation arising under this Offer (whether during the course of execution of the

order or after completion and whether beyond or after termination, abandonment or breach of the

Agreement) shall be resolved amicably. In case of failure to resolve the disputes and differences

amicably the matter may be referred to a sole arbitrator appointed by bank after issuance of 30 days’


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notice in writing to the other party clearly setting out there in the specific disputes. The provisions of the

Indian Arbitration and Conciliation Act, 1996, shall govern the arbitration. The venue of arbitration shall

be Mumbai, INDIA.

6.16 Modification/Cancellation of RFP

Bank reserves the right to modify/cancel/re-tender without assigning any reasons whatsoever. The Bank

shall not incur any liability to the affected Bidder(s) on account of such rejection. Bank shall not be

obliged to inform the affected Bidder(s) of the grounds for the Bank's rejection.

6.17 Jurisdiction of the Court

All disputes and controversies between Bank and Bidder shall be subject to the exclusive jurisdiction of

the courts in Mumbai and the parties agree to submit themselves to the jurisdiction of such court this

RFP/contract agreement shall be governed by the laws of India.


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Section VII: ANNEXURES

Annexure 1: Checklist

Bidders to verify the checkpoints and ensure accuracy of the same before submission of the Bid

Sno Bidder Response

(Y/N)

Page Number of

Details

ANNEXURES (To be submitted with Part A- Eligibility cum Technical Proposal)

1 Eligibility Criteria Declaration

2 Certificate of Recognition

3 Bid Cover Letter

4 Authorization Letter

5 Bidder Information

6 Non-Disclosure Agreement

7 Track Record and Experience of End-to-End Management of Loyalty Programs

8 General and Technical Details

9 Compliance Statement

10 Undertaking Letter Format

ANNEXURES (To be submitted with Part B- Commercial Bid)

11 Commercial Bid Cover Letter

12 Commercial Bid- Bill of Material

ANNEXURES (Other Clauses)

13 Whether Cost of the RFP document (Demand Draft/Bankers Cheque payable at Mumbai) is submitted along with the Part A- Eligibility cum Technical Proposal?

14 Whether EMD/ Bank guarantee Submitted in the Part A- Eligibility cum Technical Proposal?

15 Whether the Bid is authenticated by authorized person? Copy of Power of Attorney or Authorization letter from company authorizing the person to sign the Bid document to be submitted in Part A-Eligibility cum Technical Proposal.

16 Whether all pages are authenticated with signature and seal? (Full signature to be affixed and not initials). Are the Erasures/ Overwriting/ Cutting/ Corrections/ Certification/ Undertaking authenticated?

17 Whether address of Office on which order has to be placed is indicated in Annexure-6?

18 Whether ensured that, the separately sealed envelopes containing Part A- Eligibility cum Technical Proposal, Part B-Commercial Bid for Selection of Bidder for implementation and End To End Management of Bank’s Loyalty Program are placed and sealed in another big envelope super scribed as per RFP


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instructions? The name of the Bidder, RFP No. and due date of the RFP is specified on the top of the envelope.

19 Whether replica of price Bid is enclosed in Part A-Technical Proposal masking the price?

20 Whether Price Bid as per Bill of Material is submitted in Part B- Commercial Bid?

Date: Signature with Seal :

Name :

Designation :


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Annexure 2: Eligibility Criteria Declaration

The General Manager Bank of Baroda Transaction Banking Department Baroda Sun Tower,7th Floor,C-34 G-Block, Bandra-Kurla Complex Bandra-East Mumbai-400051.

Dear Sir,

Re. : RFP for Implementation and Management of Bank’s Loyalty Program - RFP (RFP no.) Dated (Date)

We have carefully gone through the contents of the above referred RFP and furnish the following

information relating to Eligibility Criteria.

SNo Eligibility Criteria Bidder Response

Supporting Documents Attached

1.

Bidder should be a company incorporated in India

and should have been in operation for a period of at-

least 3 years in India as on date of the RFP.

2.

Bidder should have at least two years expertise and

experience in providing Implementation and

Management of Loyalty Program for at-least 1

Commercial Bank/ Public Sector Bank. If not for Bank

then for any company (in India) where they are

carrying out complete loyalty program and issuing at

least Rs. 2 Cr worth of points per year for past 2

years.

3.

Bidder should not be partially or fully owned

/controlled/part of any financial institution or any

payment platform

4. All infrastructure including hardware pertaining to


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Bank’s loyalty program are to be housed in India

5.

Bidder should be PCI-DSS certified or compliant &

under certification process which should complete

within one year from the date of acceptance of the

order.

6.

Bidder should have both primary Data Center and DR

center with full back up arrangement. The facilities

should be ISO 27001 certified and recently audited.

7.

Bidder should have a stable and scalable loyalty

technology platform with access to source code, so

that any changes required by the Bank can be carried

out expressly.

8.

Bidder should have provided, for atleast 1

Commercial Bank/ Public Sector Bank/other company

in India, a dedicated interactive SSL secure online

website for loyalty rewards program which enables

customers to register, inquire about loyalty points

and request for redemption.

9.

Bidder must initially have the capability of managing

and maintaining a minimum of 25 million customer

accounts at the time of submission of this RFP and

should be able to ramp-up the capacity further in

future as per bank’s requirement.

10.

Bidder should have the capability of processing

around 3 million transactions per month towards

posting loyalty points at the time of the submission of

RFP and should be able to ramp up the capacity

further in future as per bank’s usage.


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11.

Bidder should have necessary infrastructure for

providing timely support and attending to customer

queries, grievances and any dispute arising out of the

loyalty program.

12.

Bidder should have a loyalty program turnover of Rs.

5 Crore or more per year with positive net worth

during previous 3 financial years.

13.

Bidder should have the capability of providing

accelerated point accruals on transactions at Partner

Merchant outlets with an existing network of at least

2000 Merchant Outlets.

14.

Bidder should not have been blacklisted by any Govt.

/ Govt. Agency /Bank(s) / Financial Institutions in

India or overseas in the last three years.


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Annexure 3: Certificate of Recognition Format

Date:

The General Manager Bank of Baroda Transaction Banking Department Baroda Sun Tower,7th Floor,C-34, G-Block,Bandra-Kurla Complex, Bandra-East Mumbai-400051

Dear Sir/Madam,

Re.: Certificate of Recognition

This is to certify that M/s[Bidder Company’s Name] is managing [Bank/Industry company’s

Name][Portfolio] Loyalty Program – [Loyalty Program Name]. [Bidder Company’s Name] is running the

program since [Date].

[Bidder Company’s Name]runs an end-to-end loyalty program for [Bank/Industry company’s

Name]which includes registration of the customers, maintaining customer profiles, accrual of loyalty

points, redemption of loyalty points, online loyalty portal management, customer communication, call

centre management and analytics etc.

[Bank/Industry company’s Name] has [Portfolio size] growing at [Portfolio growth rate] per month

with [Transactions on Portfolio] per month.

We are satisfied with the services rendered by [Bidder Company’s Name].

For [Bank/Industry company’s Name]

[Name of the Authorized Person]

[Designation of the Authorized Person]


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Annexure 4: Bid Cover Letter Format

Reference No: Date:

The General Manager Bank of Baroda Transaction Banking Department Baroda Sun Tower,7th Floor,C-34, G-Block,Bandra-Kurla Complex, Bandra-East Mumbai-400051.

Dear Sir,

Re.: RFP for Implementation and Management of Bank’s Loyalty Program - RFP (RFP no.) Dated (Date)

Having examined the RFP document including all Annexures/ Appendices the receipt of which is hereby

duly acknowledged. We, the undersigned, offer to provide the services in conformity with the said RFP

for the sum mentioned in the Price Bid and made part of this Bid.

If our offer is accepted, we undertake to submit the Performance Guarantee as stipulated in the RFP and

sign Service Level Agreement and Non-Disclosure Agreement with the Bank.

If our offer is accepted, we undertake to implement End-to-End Loyalty Program for Bank of Baroda for

its account holders as specified in the terms and conditions of this RFP.

We confirm that we have not been blacklisted by any Govt. Department/ PSU or Banks or otherwise not

involved in any such incident with any concern whatsoever, where the job undertaken/ performed and

conduct has been questioned by any authority, which may lead to legal action.

We enclose a Demand Draft/Bank Guarantee towards EMD for INR 6,00,000/- in favor of Bank of

Baroda.

We agree to abide by this offer, valid for 180 days from the date of opening of commercial Bid, and the

price, valid for 36 months from the date of finalizing the Bidder, and for such further period as mutually

agreed between the Bank and successful Bidder, and agreed to in writing by the Bidder. We also agree

to keep the Earnest Money Deposit/Bank Guarantee in lieu of EMD during the entire validity period of

the tender. However if we withdraw our offer within the said validity period, you shall have the right to

forfeit the EMD/invoke the Bank Guarantee, without reference to us. We agree to abide by and fulfill all


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terms and conditions of the RFP and in default thereof, to forfeit and pay to you or your successors, or

authorized nominees such sums of money as are stipulated in the conditions contained in the RFP

together with the return acceptance of the contract.

We confirm that we have not made any changes in the RFP documents, except for filling in appropriate

columns.

We accept all the Instructions, Terms and Conditions and Scope of Work of the said RFP.

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

without assigning any reason whatsoever.


Name :

Designation :


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Annexure 5: Authorization Letter Format

(To be presented by the authorized person at the time of Technical/ Commercial Bid Opening on the letter head of Bidder and should be signed by an Authorized Signatory with Name and Seal of the Company)

Date:

The General Manager Bank of Baroda Transaction Banking Department Baroda Sun Tower,7th Floor,C-34, G-Block,Bandra-Kurla Complex, Bandra-East Mumbai-400051.

Dear Sir,

Re. RFP for Implementation and Management of Bank’s Loyalty Program - RFP (RFP no.) Dated (Date)

This has reference to your above said RFP.

Mr /Miss /Mrs. ________________________________________is hereby authorized to attend the Bid

opening of the above RFP on _________________ on behalf of our organization.

The specimen signature is attested below:

_________________________________

Specimen Signature of Representative

_________________________________

Signature of Authorizing Authority

_________________________________

Name & Designation of Authorizing Authority

NOTE: This Authorization letter is to be carried in person and shall not be placed inside any of the Bid

covers.


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Annexure 6: Bidder Information

Please provide information in the following format for the Bidder and all sub-contractors and other

agencies employed/proposed to be employed for providing field level services and activities

subcontracted/outsourced.

SNo Particulars Details

1 General Information

1.1 Company’s Name

1.2 Date of Establishment/ Incorporation

1.3 Nature of Activity

1.4 Holding company or parent company (if any)

1.5 Company Address

1.5.1 Registered Office

1.5.2 Corporate Office

1.6

Telephone no.

Fax No.

E-mail Address

Website

1.7 Years in Business

1.8 Key person(s) with contact details

2 Financial Information4

2.1 Annual Turnover for 2013-14



3 Staff

3.1 Total number of employees

3.2

Break-up of employees

- Sales - Administrative - Technical - Implementation

4Bidders will submit Audited Balance Sheets for the past three years


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4 Other Details

4.1

Details of the similar assignments on hand as on date.(Name of the Bank, stage of project etc.,)

Documentary proof such as work order or letter from the client to be furnished

4.2 Any special qualifications


Name :

Designation :

Bidder should provide detailed responses for each of the above items along with documentary proofs.

[Note: These details should be on the letter head of Bidder and should be signed by an Authorized

Signatory with Name and Seal of the Company]


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Annexure 7: Non-Disclosure Agreement Format – As per bank’s standard approved format

which would be provided to selected bidder. Bidder will not be allowed to make

amendment in the said document.

Annexure 8: Track Record and Experience

Details of Track Record and Experience in managing end-to-end loyalty programs:

SNo Name of the Client Contact person’s Name, Tel No. and Address

Services Provided

Date: Signature with seal :

Name :

Designation :


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Annexure 9: General and Technical Details

A. Loyalty Program Management Center Details

SNo Item Bidder response

Supporting

Documents

Attached

1 Management Centre operational since

2

No. of Loyalty Accounts the

Management Centre is designed to

support

3

No. of own employees dedicated for

each major service at the

Management Centre

- Domain Management

- Program Management

- Redemption Processes

- Marketing & merchant tie-ups

- Database management & MIS

activities

4 Brief details of the organization of

field level operations

5

Number of merchant tie-ups already

available which can be brought to the

Bank

6 No. of cities covered under merchant

tie-ups

7 No. of redemption centers (in addition

to online) in the country


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B. Details of Solutions Used for the Loyalty Program Management Center

SNo Item Bidder Response Declaration Provided

1 Does the Company own the

Management Centre?

2

Ability to support tiers with


redemptions.

3 Ability to support accelerated points

for special promotional offers.

4 Ability to support merchant partners

each paying different rate per point.

5

Integrated account management

synchronized with redeemed & lapsed

points, differentiated by partners and

members.

6

Ability to support multiple vendors

per redemption service and scalable

integration of redemption services.

7 Ability to provide complete audit trails

of points earned and redeemed.

8

Fully integrated collateral

management to track

correspondences.

9 Fully integrated communication

management including e-mail/ SMS

10

Whether Company has Proprietary

Technology Platform with source

code.


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C. Details about the Data Security System

SNo Requirements Bidder Response Supporting Documents

Provided

1

Firewall and Intrusion Detection

System with fully integrated Internet

security (bidder to confirm

implementation of latest security

setup and its regular upgradation)

2 Virus protection, detection &

maintenance of virus definitions.

3

Information Security Management

System using best practices available

in industry

- Application Platform – Data transfer

between client and server

- Data communication and

integration with third party

applications using Service-oriented

Architecture (SOA)

- SSL VPN for remote connectivity

and management

4

Logging for account management,

privilege changes, user activity,

configuration changes etc.

5

Adequate redundancy and back up (or

DR site) to support uninterrupted

services.

6

Compliance to PCI-DSS standards.

Bidder should be PCIDSS compliant. If

not, then company should present a

complete roadmap for becoming a

PCIDSS certified company and get the

certification by 31st Mar 2016.


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D. Other Technical Details

SNo Item Details and Supporting Documents

1 Data Centre and DR Site

2 Uptime capability and standard recovery time

3 Account handling capacity (current and peak)

4 Transactions processing per sec (current and peak)

5 Storage capacity (in TBs)

6 On-line secure English interactive portal (Hindi portal

can be provided within 6 months)

E. Details of National Tie-ups

Tie-ups with brands having pan-India presence

SNo Name of the Establishment/ Brand Nature of tie-up

F. Details of Regional Tie-ups

Tie-ups with brands/ merchants confined locally or regionally

SNo Name of the Establishment/ Brand Nature of tie-up


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G. Break-up of Categories for Redemption

SNo Category Number of tie-ups

H. Contact Center/ Help Desk System

SNo Requirements Bidder Response Supporting

Documents Provided

1

Single point of contact for Bank’s customers

for help, checks on status of account,

redemptions, etc. with proactive problem

resolution.

2 Toll free telephone number with no. of lines.

3 No. of persons employed

4 Multilingual (min. English & Hindi) capability

5 TAT to address & solve the issue (max.)

6 Escalation matrix and process


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Annexure 10: Compliance Statement

Reference no. Date The General Manager Bank of Baroda Transaction Banking Department Baroda Sun Tower,7th Floor,C-34, G-Block,Bandra-Kurla Complex, Bandra-East Mumbai-400051

Dear Sir,

Re. RFP Implementation and Management of Bank’s Loyalty Program - RFP (RFP No) Dated (Date)

We understand that any deviations mentioned elsewhere in the bid will not be considered and

evaluated by the Bank. We also agree that the Bank reserves its right to reject the bid, if the bid is not

submitted in proper format as per subject RFP.

Compliance Description Compliance

(Yes/No) Remarks/ Deviations

Terms and

Conditions

We hereby undertake and agree to

abide by all the terms and

conditions including all

ANNEXUREs, corrigendum(s) etc.

stipulated by the Bank in this RFP.

Scope of

Work As detailed in the RFP document

(If left blank it will be construed that there is no deviation from the specifications given above)

Signature with Seal :

Name :

Designation :


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Annexure 11: Escalation Matrix – To be provided by the selected bidder before the start of the

project

Annexure 12: Commercial Bid Cover Letter Format

[Note: This Covering letter should be on the letter head of Bidder and should be signed by an Authorized

Signatory with Name and Seal of the Company]

Reference No: Date:

The General Manager Bank of Baroda Transaction Banking Department Baroda Sun Tower,7th Floor,C-34, G-Block,Bandra-Kurla Complex, Bandra-East Mumbai-400051

Dear Sir,

Re. RFP Implementation and Management of Bank’s Loyalty Program - RFP (RFP No) Dated (Date)

We thank you for providing us an opportunity to participate in the above said RFP. Please find our

commercial offer as per ANNEXURE-13 Commercial Bid- Bill of Material along with this covering letter.

We confirm that there would not be any additional cost/component towards implementation and

management of loyalty program as required by the bank in this RFP. In case of any additional cost, we

agree to bear the cost completely.

We also confirm that we are agreeable to the payment schedule mentioned in this RFP.

Signature with Seal :

Name :

Designation :


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Annexure 13: Commercial Bid- Bill of Material

SNo Item Description Rate in Rs. Total amount in Rs.

1 One time program set-up cost

in Rs. (A)

--

2 Admin fee per point awarded (Charges

per transaction. Value of only those

transactions on which loyalty points

are generated will be considered) (B)

--

3 Customer Support - Call Center Agent

Charges (monthly for 1 agent) - For

TCO computation purpose, we would

take 5 agent’s services for the entire

project duration (C)

Duration of the program period (P) in

the context of current RFP it is taken as

36 months

--

4 Current spend of bank’s debit card on

POS & eCommerce (S). For the purpose

of TCO computation, it is taken at INR

200 crore per month.

-- --

5 Any other charges proposed by the

bidder which is not specifically mention

or required for efficient working of the

program for the entire contract period

(D)

--

TCO = A + B*P*S + C*P*5 + D

TCO is the expected outgo of bank, towards said loyalty program, for the total duration of the program.

Note :

1. TCO is inclusive of all taxes, levies or charges applicable. Bank will only pay service tax extra, as applicable, on production of original receipt.

2. TCO refers to the aggregate amounts payable by the Bank over the entire period of the contract.


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3. TCO shall encompass but not be limited to the following:

Cost of the product or services.

License fee (enterprise wide)

All existing taxes (including sales tax/VAT, duties, levies etc. except service tax which would be

payable on actual on production of original receipts.). The invoice submitted for payment

should have clear break-up of all components including various taxes/levies, their rates, amount

and related details.

Implementation and commissioning charges.

Training costs for the product/service as defined in RFP.

Any other cost expected by bidder for timely and efficient implementation of the project as

specified in the RFP shall be included by the bidder.


Name :

Designation :


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Section VIII: APPENDICES

Appendix 1: Instructions for preparing/submitting Part A- Eligibility cum Technical Proposal

The proposal should be made in an organized, structured, and neat manner. Brochures/leaflets etc.

should not be submitted in loose form. All the pages of the submitted bids should be filed and paginated

(serially numbered) with seal and signature of the authorized signatory. Following is the list of

instructions to be followed while preparing the Bid document.

a. Index of all the documents submitted with page numbers.

b. Cost of RFP document by way of DD payable at Mumbai.

c. Earnest Money Deposit (EMD)/Bank Guarantee in lieu of EMD as per APPENDIX-5.

d. Power of Attorney/ Authorization letter signed by the Competent Authority with the seal of the

Bidder’s company/ firm in the name of the person signing the documents.

e. Documentary proof in support of the Eligibility Criteria as per Annexure-2.

f. Certificate of Recognition from client banks as per Annexure-3.

g. Bidder's Covering letter as per Annexure-4.

h. Profile of the Company/ Firm as per Annexure-6.

i. Write up on the work experience/ expertise in managing Loyalty Programs.

j. Track record of Loyalty Programs that are being managed across the country covering name and

addresses of major clients and email ids, telephone numbers (landline and mobile no), fax numbers

of their contact executives etc.

k. Bidders to furnish the details of their existing Offices/ Branches/service centers supporting the

Loyalty Program.


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Appendix 2: Instructions for preparing/submitting - Technical Bid

The Technical Bid should be made in an organized, structured, and neat manner. Brochures/ leaflets etc.

should not be submitted in loose form. All the pages of the submitted bids should be filed and paginated

(serially numbered) with seal and signature of the authorized signatory. Technical Offer for this RFP shall

be made as under:

a. Index of all the documents submitted with page numbers.

b. Track Record as per Annexure-8.

c. Compliance Table. This table must cover bidder’s response to all the Technical Specification, terms

and conditions and Scope of Work specified in the offer document (Terms and Conditions) as per

Annexure-9 & 10.

d. Sample Commercial Bid with masked bid price as per Annexure-13.

e. Ownership letter by the bidder. (Undertaking letter by the bidder taking the ownership of the

project execution).

f. Undertaking letter by the bidder for providing technical Advisory, service Support and guidance

during contract period.

g. Bidder should submit an undertaking letter that they will provide necessary software with latest

version and any third party licenses with latest version required for the implementation of the

Solution. The charges for the above should be factored in Commercial Bid, otherwise the Bid is liable

for rejection. Changes in the Commercial Bid by the bidder will also be liable for rejection.

h. All the software used by the bidder should be licensed software.

i. Technical Documentation (including product brochures, leaflets, manuals, drawings).

j. A detailed list of the other infrastructure required and any other precautions to be undertaken

should be described in detail along with the Technical Proposal.


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Appendix 3: Instructions to be noted while preparing/submitting Part B-Commercial Bid

The Commercial Bid should be made in an organized, structured, and neat manner. Brochures/ leaflets

etc., should not be submitted in loose form. All the pages of the submitted bids should be filed and

paginated (serially numbered) with seal and signature of the authorized signatory.

The suggested format for submission of commercial bid document for this RFP is as follows:

a. Bidder's Covering Letter as per Annexure-12.

b. Commercial Bid with details as per Annexure-13.


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Appendix 4: Format of Bank Guarantee for Earnest Money Deposit (Final draft to be provided to selected bidder after vetting from bank’s legal team)

…………………………….………………

…………………………………………...

…………………………………………...

WHEREAS _____________________________(Name of Bidder) (hereinafter called "the Bidder" has

submitted its tender dated _______________________ (Date) for the execution of (Name of

Contract)___________________________________________(hereinafter called "the Tender") in favor

of _________________________hereinafter called the "Beneficiary";

KNOW ALL MEN by these presents that we, ________(name of the issuing Bank), a body corporate

constituted under the ___________________________________having its Head Office

at__________________amongst others a branch/office at ________________ (hereinafter called "the

Bank" are bound unto the Beneficiary for the sum of

INR_________(Rupees________________________________________only) for which payment well

and truly to be made to the said Beneficiary, the Bank binds itself, its successors and assigns by these

presents;

THE CONDITIONS of this obligation are:

a) If the Bidder withdraws its Tender during the period of Tender validity specified in the Tender; or

b) If the Bidder having been notified of the acceptance of his Tender by the Beneficiary during the

period of Tender validity;

(i) fails or refuses to execute the Agreement, if required; or

(ii) fails or refuses to furnish the performance security, in accordance with clause ___________ of

conditions of Contract.

We undertake to pay to the Beneficiary up to the above amount upon receipt of his first written demand

without the Beneficiary having to substantiate his demand, provided that in his demand the Beneficiary

will note that the amount claimed by him is due to him owing to the occurrence of one or both of the

two conditions, specifying the occurred condition or conditions.


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Notwithstanding anything contained herein

i) Our liability under this Bank Guarantee shall not exceed INR__________ (Rupees

________________________________only)

ii) This Bank Guarantee is valid up to ________________ and

iii) We are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee only

and only if you serve upon us a written claim or demand on or before

______________________ (mention period of guarantee as found under clause (ii) above plus

claim period)

Dated _________________day of ________________________2015.

SIGNATURE & SEAL OF THE BANK


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Appendix 5: Format of Bank Guarantee for Contract Performance (Final draft to be provided to selected bidder after vetting from bank’s legal team)

(To be submitted on Non-Judicial stamp paper of appropriate value Purchased in the name of the issuing

Bank)

The General Manager Bank of Baroda Transaction Banking Department Baroda Sun Tower,7th Floor,C-34, G-Block, Bandra-Kurla Complex, Bandra-East Mumbai-400051

WHEREAS (Name and address of M/s ___________ (hereinafter referred to as “the CONTRACTOR”) has

undertaken to supply, transportation, transit insurance, local delivery, storage and installation insurance

up to Acceptance by the Bank, Acceptance testing and also includes documentation, warranty, annual

maintenance, if contracted, and training or demo of your personnel related to : RFP

IMPLEMENTATION AND MANAGEMENT OF BANK OF BARODA LOYALTY PROGRAM as per their Contract

dated _______________with you (hereinafter referred to as “the CONTRACT”)

AND WHEREAS in terms of the Conditions as stipulated in the Contract, the CONTRACTOR is required to

furnish, a Bank Guarantee by way of Performance Guarantee, issued by a Scheduled Bank in India, in

your favor, as per Clause ______ of the CONTRACT, to secure due and satisfactory compliance of the

obligations by the CONTRACTOR on their part, in accordance with the CONTRACT, (which guarantee is

hereinafter called as “the PERFORMANCE GUARANTEE)”

AND WHEREAS the CONTRACTOR has approached us, (Name of the issuing Bank) for providing the

PERFORMANCE GUARANTEE,

AND WHEREAS in consideration of the fact that the CONTRACTOR is our valued constituent and the fact

that he has entered into the CONTRACT with you, WE (Name of the Bank) having our Registered Office

at, ______________and local office at __________, India have agreed to issue the PERFORMANCE

GUARANTEE,THEREFORE WE (Name of the issuing Bank) through our local office at _________ India

furnish you the PERFORMANCE GUARANTEE in manner hereinafter contained and agree with you as

follows:


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We (Name of the issuing Bank), undertake to indemnify you and keep you indemnified from time to

time to the extent of INR__________ (Rupees___________) an amount equivalent to 10% of the

Contract Price against any loss or damage caused to or suffered by or that may be caused to or suffered

by you on account of any breach or breaches on the part of the CONTRACTOR of any of the terms and

conditions contained in the Contract and in the event of the CONTRACTOR default or defaults in carrying

out any of the work or discharging any obligation in relation thereto under the CONTRACT or otherwise

in the observance and performance of any of the terms and conditions relating thereto in accordance

with the true intent and meaning thereof, we shall forthwith on demand pay to you such sum or sums

not exceeding the sum of INR__________ (Rupees____________________) may be claimed by you on

account of breach on the part of the CONTRACTOR of their obligations in terms of the CONTRACT.

Notwithstanding anything to the contrary we agree that your decision as to whether the CONTRACTOR

has made any such default or defaults and the amount or amounts to which you are entitled by reasons

thereof will be binding on us and we shall not be entitled to ask you to establish your claim or claims

under Performance Guarantee but will pay the same forthwith on your demand without any protest or

demur.

This Performance Guarantee shall continue and hold good until it is released by you on the application

by the CONTRACTOR after expiry of the relative guarantee period of the Contract and after the

CONTRACTOR had discharged all his obligations under the Contract and produced a certificate of due

completion of the work under the Contract and submitted a “No Demand Certificate” provided always

that the guarantee shall in no event remain in force after the day of___________ without prejudice to

your claim or claims arisen and demanded from or otherwise notified to us in writing before the expiry

of three months from the said date which will be enforceable against us notwithstanding that the same

is or are enforced after the said date.

Should it be necessary to extend Performance Guarantee on account of any reason whatsoever, we

undertake to extend the period of Performance Guarantee on your request under intimation to the

CONTRACTOR till such time as may be required by you. Your decision in this respect shall be final and

binding on us.


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You will have the fullest liberty without affecting Performance Guarantee from time to time to vary any

of the terms and conditions of the Contract or extend the time of performance of the Contract or to

postpone any time or from time to time any of your rights or powers against the CONTRACTOR and

either to enforce or forbear to enforce any of the terms and conditions of the Contract and we shall not

be released from our liability under Performance Guarantee by the exercise of your liberty with

reference to matters aforesaid or by reason of any time being given to the CONTRACTOR or any other

forbearance, act, or omission on your part of or any indulgence by you to the CONTRACTOR or by any

variation or modification of the Contract or any other act, matter or things whatsoever which under law

relating to sureties, would but for the provisions hereof have the effect of so releasing us from our

liability hereunder provided always that nothing herein contained will enlarge our liability hereunder

beyond the limit of INR_________ (Rupees______________) as aforesaid or extend the period of the

guarantee beyond the said day of __________ unless expressly agreed to by us in writing.

The Performance Guarantee shall not in any way be affected by your taking or giving up any securities

from the CONTRACTOR or any other person, firm or company on its behalf or by the winding up,

dissolution, insolvency or death as the case may be of the CONTRACTOR.

In order to give full effect to the guarantee herein contained, you shall be entitled to act as if we were

your principal debtors in respect of all your claims against the CONTRACTOR hereby guaranteed by us as

aforesaid and we hereby expressly waive all our rights of surety ship and other rights, if any, which are

in any way inconsistent with any of the provisions of Performance Guarantee.

Subject to the maximum limit of our liability as aforesaid, Performance Guarantee will cover all your

claim or claims against the CONTRACTOR from time to time arising out of or in relation to the Contract

and in respect of which your claim in writing is lodged on us before expiry of three months from the

date of expiry of Performance Guarantee.

Any notice by way of demand or otherwise hereunder may be sent by special courier, telex, fax or

registered post to our local address as aforesaid and if sent by post it shall be deemed to have been

given when the same has been posted.

The Performance Guarantee and the powers and provisions herein contained are in addition to and not

by way of limitation of or substitution for any other guarantee or guarantees heretofore given to you by


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us (whether jointly with others or alone) and now existing un-cancelled and that Performance

Guarantee is not intended to and shall not revoke or limit such guarantee or guarantees.

The Performance Guarantee shall not be affected by any change in the constitution of the CONTRACTOR

or us nor shall it be affected by any change in your constitution or by any amalgamation or absorption

thereof or therewith but will endure to the benefit of and be available to and be enforceable by the

absorbing or amalgamated company or concern.

The Performance Guarantee shall come into force from the date of its execution and shall not be

revoked by us any time during its currency without your previous consent in writing.

We further agree and undertake to pay you the amount demanded by you in writing irrespective of any

dispute or controversy between you and the CONTRACTOR.

Notwithstanding anything contained herein

i. Our liability under this guarantee shall not exceed INR___________________

(Rupees______________________only)

ii. This guarantee shall be valid upto __________ and;

iii. We are liable to pay the guaranteed amount or any part thereof under this guarantee only and

only if you serve upon us a written claim or demand at Bangalore on or before

________________ (mention period of the guarantee as found under clause ii. above plus claim

period).

We have the power to issue Performance Guarantee in your favor by statute and the undersigned has

full power to execute Performance Guarantee under the Power of Attorney to him by the Bank.

Dated this ________________ day of ___________________ 2015.

For and on behalf of

___________________ BRANCH MANAGER SEAL ADDRESS PLACE