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Selection of Financial Institution for Providing Smart Card Based Eco System for Unified
City Payments Including Mobility, Recreational and Amusement Areas of SMC, Municipal
Bills, Utility Payments, Retail and Other Payments within Surat City
PART 1 – INSTRUCTIONS TO BIDDERS SECTION AND DRAFT LICENSE AGREEMENT
RFP No.: SSCDL-CityPaymentCard-RFP-01-2016
Last date (deadline) for online Price Bid Submission: 15.12.2016
Last date (deadline) for Technical Bid Submission: 19.12.2016
Invited by
Surat Smart City Development Limited 115, Smart City Cell, Surat Municipal Corporation,
Muglisara, Main Road, Surat – 395003, Gujarat
RFP for Selection of Financial Institution for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 2 of 78
DISCLAIMER
This RFP is being issued by the Surat Smart City Development Limited (hereunder called
“Authority”/“SSCDL”) for inviting tenders to shortlist Financial Institutions for providing smart card based
eco system for unified city payments including mobility, recreational and amusement areas of SMC,
municipal bills, utility payments, retail and other payments within Surat City.
It is hereby clarified that this RFP is not an agreement and is not an offer or invitation by Authority to any
party hereunder. The purpose of this RFP is to provide the Bidder(s) with information to assist in the
formulation of their proposal submission. This RFP document does not purport to contain all the
information Bidders may require. This RFP document may not be appropriate for all persons, and it is not
possible for Authority to consider particular needs of each Bidder. Each Bidder should conduct its own
investigation and analysis, and should check the accuracy, reliability and completeness of information in
this RFP document and obtain independent advice from appropriate sources. Authority and their advisors
make no representation or warranty and shall incur no liability financial or otherwise under any law, statute,
rules or regulations or otherwise as to the accuracy, reliability or completeness of the RFP document.
The parties to whom this invitation is extended are not mandated under any agreement, made here, to bid.
Responding to this invitation will be their sole commercial decision. Such decision will entail risks,
responsibilities and rewards as described in this RFP. It is deemed that a party /institution choosing to
respond by way of a bid, in general, is accepting them.
Authority may in its absolute discretion, but without being under any obligation to do so, update, amend or
supplement the information in this RFP document.
The Authority reserves the right not to proceed with the selection process at any stage or to change the
process or procedure to be applied in a fair and transparent manner. It also reserves the right to decline to
discuss the process further with any party submitting a proposal/Bid. No reimbursement of cost of any type
shall be paid to persons, entities submitting a bid/proposal.
SSCDL shall not be responsible for any costs or expenses incurred by the Bidders in connection with the
preparation and delivery of bids, including costs and expenses related to visits to the sites. SSCDL reserves
the rights to cancel, terminate, change or modify this procurement process and/or requirements of bidding
stated in the RFP, without assigning any reason or providing any notice and without accepting any liability
for the same.
The Bidders would be selected based on the criteria mentioned in this RFP. Only the Price Proposal of
Qualified Bidders as per RFP terms would be opened. The date of opening of Price Proposal will be
communicated to qualified bidders later.
SURAT SMART CITY DEVELOPMENT LTD. Page 3 of 78
NOTICE INVITING REQUEST FOR PROPOSAL
Surat Smart City Development Limited (SSCDL)
115, Smart City Cell, Surat Municipal Corporation - Head Quarter,
Muglisara, Main Road, Surat - 395003, Gujarat.
Notice Inviting RFP for Selection of Financial Institution for
Open Loop Smart Card Common City Payments System
[RFP No.: SSCDL-CityPaymentCard-RFP-01-2016]
This RFP Document is being published by the Surat Smart City Development Ltd (SSCDL) for the
selection of financial institution for providing smart card based eco system for unified city
payments including mobility, recreational and amusement areas of SMC, municipal bills, utility
payments, retail and other payments within Surat city.
Bid Fee (Non-refundable) INR 18,000 (Eighteen Thousand Rupees Only) by
Demand Draft or Banker's Cheque
Date of Issue of the Bid Document 22/11/2016
Last date for Submission of Online
Queries
By e-mail to [email protected] on or before
29/11/2016 16:00 hrs
Date, Time and Venue of Pre-Bid
Meeting
01/12/2016 at 12:00 hrs at SMC-HQ, Muglisara, Main
Road, Surat - 395003, Gujarat
Price Bid Submission To be submitted online only on
https://smc.nprocure.com on or before 15/12/2016
up to 18:00 hrs
Technical Bid Submission (in Hard
Copy) Filled-in Technical Bid along
with Bid Fee, EMD, Solvency
Certificate and other documents.
In sealed envelope strictly by RPAD/Postal Speed
Post on or before 19/12/2016 up to 18:00 hrs. to the
ant, Surat Municipal Corporation, Muglisara, Surat –
395003, Gujarat.
Earnest Money Deposit (EMD) INR 20,00,000/- (Rupees Twenty Lakhs only)
RFP Document Availability https://smc.nprocure.com, http://suratsmartcity.com,
https://www.suratmunicipal.gov.in
The right to accept/reject any or all bid(s) received is reserved without assigning any reason
thereof.
General Manager (IT)
Surat Smart City Development Ltd.
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 4 of 78
TABLE OF CONTENTS DISCLAIMER ......................................................................................................................................................................... 2
NOTICE INVITING REQUEST FOR PROPOSAL ................................................................................................. 3
TABLE OF CONTENTS .................................................................................................................................................... 4
DEFINITIONS ....................................................................................................................................................................... 7
A. INTRODUCTION AND BACKGROUND ......................................................................................................... 10
1. INTRODUCTION ................................................................................................................................................ 10
1.1 ABOUT SURAT ................................................................................................................................................ 10
1.2 ABOUT SURAT MUNICIPAL CORPORATION ................................................................................ 10
1.3 ABOUT SURAT SMART CITY DEVELOPMENT LIMITED (SSCDL) ....................................... 11
1.4 INTRODUCTION TO THIS BID PROPOSAL..................................................................................... 11
1.5 VISION FOR CITY PAYMENT CARD ECO SYSTEM ..................................................................... 11
1.6 SCOPE OF WORK .......................................................................................................................................... 12
B. INSTRUCTION TO BIDDERS ............................................................................................................................... 18
2. GENERAL ................................................................................................................................................................ 18
2.1 BID AVAILABILITY & VALIDITY ............................................................................................................. 18
2.2 NUMBER OF PROPOSALS BY BIDDER .............................................................................................. 19
2.3 GOVERNING LAW AND JURISDICTION ........................................................................................... 19
2.4 AUTHORITY’S RIGHT TO ACCEPT AND REJECT ANY PROPOSALS OR ALL
PROPOSALS .............................................................................................................................................................. 19
2.5 EARNEST MONEY DEPOSIT (EMD) ..................................................................................................... 19
2.6 BRIEF DESCRIPTION .................................................................................................................................... 20
2.7 DUE DILIGENCE.............................................................................................................................................. 22
2.8 ACKNOWLEDGEMENT BY BIDDER...................................................................................................... 22
2.9 COST OF BIDDING ....................................................................................................................................... 22
2.10 BID FEE ............................................................................................................................................................. 23
2.11 SCHEDULE OF BIDDING PROCESS .................................................................................................. 23
2.12 TERMS OF LICENSE ................................................................................................................................... 24
2.13 PENALTY .......................................................................................................................................................... 25
3. DOCUMENTS AND PRE-BID CONFERENCE ...................................................................................... 26
3.1 CLARIFICATION TO RFP DOCUMENTS ............................................................................................ 26
3.2 PRE-BID MEETING ........................................................................................................................................ 27
3.3 AMENDMENT OF BIDDING DOCUMENTS ..................................................................................... 27
4. PREPARATION AND SUBMISSION OF PROPOSALS .................................................................... 28
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 5 of 78
4.1 LANGUAGE OF PROPOSAL ..................................................................................................................... 28
4.2 PROPOSAL CURRENCY .............................................................................................................................. 28
4.3 FORMAT AND SIGNING OF PROPOSAL ......................................................................................... 28
4.4 PROPOSAL SUBMISSION FORMAT & SEALING AND MARKING OF PROPOSALS 29
4.5 PROPOSAL DUE DATE ................................................................................................................................ 30
4.6 LATE PROPOSALS .................................................................................................................................... 31
4.7 MODIFICATION AND WITHDRAWAL OF PROPOSALS........................................................... 31
4.8 FIRM PRICES .................................................................................................................................................... 31
4.9 DOCUMENTS CONSTITUTING BID ..................................................................................................... 31
C. PROPOSAL EVALUATION..................................................................................................................................... 32
5. PRE-QUALIFICATION & EVALUATION CRITERIA .......................................................................... 32
5.1 PRE-QUALIFICATION CRITERIA / BASIC ELIGIBILITY CRITERIA ....................................... 32
5.2 TECHNICAL EVALUATION PARAMETERS ....................................................................................... 33
5.3 EVALUATION OF PRICE PROPOSAL .................................................................................................. 36
6. EVALUATION PROCESS ................................................................................................................................ 38
6.1 OPENING OF TECHNICAL BID/PROPOSAL ................................................................................... 38
6.2 EVALUATION OF TECHNICAL BID/PROPOSAL ........................................................................... 38
6.3 OPENING OF FINANCIAL BID ............................................................................................................... 39
6.4 CLARIFICATION OF BIDS AND REQUEST FOR ADDITIONAL/ MISSING
INFORMATION........................................................................................................................................................ 40
6.5 VERIFICATION AND DISQUALIFICATION....................................................................................... 40
6.6 CONTACTS DURING PROPOSAL EVALUATION .......................................................................... 41
6.7 CORRESPONDENCE WITH BIDDER .................................................................................................... 41
6.8 CONFIDENTIALITY ........................................................................................................................................ 42
7. APPOINTMENT OF SELECTED BIDDER AND SIGNING OF AGREEMENT ........................ 42
7.1 SELECTION OF BIDDER ............................................................................................................................. 42
7.2 NOTIFICATION OF AWARD .................................................................................................................... 42
7.3 SIGNING OF LICENSE AGREEMENT ................................................................................................... 43
7.4 PERFORMANCE GUARANTEE ................................................................................................................ 43
7.5 ANNULMENT OF AWARD ........................................................................................................................ 44
7.6 TAX LIABILITY.................................................................................................................................................. 44
8. MISCELLANEOUS .............................................................................................................................................. 44
8.1 FRAUDULANT AND CORRUPT PRACTICES ................................................................................... 44
8.2 OTHERS ............................................................................................................................................................... 46
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 6 of 78
D. FORMATS FOR TECHNICAL PROPOSAL ..................................................................................................... 48
Appendix 1: CONTENTS AND FORMATS FOR TECHNICAL PROPOSALS .................................................. 49
Form –1.1 : Covering Letter ................................................................................................................................... 49
Form –1.2 A : Format for Power of Attorney for Signing of the Proposal ........................................... 51
Form –1.2 B : Joint Bidding Agreement ............................................................................................................ 52
Form –1.3 : Format to Share Bidder’s Particulars .......................................................................................... 53
Form –1.4 : Financial Capability Statement ...................................................................................................... 55
Form –1.5 A: Experience Statement .................................................................................................................... 56
Form –1.5 B : Performance Statement ............................................................................................................... 57
Form –1.6 : Project execution Methodology ................................................................................................... 58
Form –1.7 : Format for Proposed Equipment/Solution Data Sheets...................................................... 59
Form –1.8 : Undertaking ......................................................................................................................................... 60
Form –1.9 : Format for Declaration by the bidder for not being Blacklisted / Debarred ............... 61
Form –1.10 : Non-Disclosure Agreement ......................................................................................................... 62
Form –1.11 : List of Subcontractor ...................................................................................................................... 63
Form –1.12 : Check-list for Technical proposal compliance to RFP requirements ........................... 64
Appendix 2: CONTENT AND FORMAT OF PRICE PROPOSAL ....................................................................... 66
Appendix 3: PROFORMA OF BANK GUARANTEE FOR EARNEST MONEY DEPOSIT ............................. 68
Appendix 4: PERFORMANCE GUARANTEE ........................................................................................................... 70
Appendix 5: LICENSE AGREEMENT ......................................................................................................................... 72
Appendix 6: BILL OF QUANTITIES ........................................................................................................................... 75
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 7 of 78
DEFINITIONS In this RFP, the following word (s), unless repugnant to the context or meaning thereof, shall have
the meaning(s) assigned to them herein below:
1. “SSCDL” or “Authority” means the Surat Smart City Development Limited and shall include its
authorized successors and assigns at all times.
2. “SMC” means Surat Municipal Corporation.
3. “SMC Premises” shall include BRTS Buses, BRTS Terminals, Library, Multilevel & Other Pay and
Park, City Bus, Civic City Centre, Integrated Ward Office, Gardens, Nature Park, Gopitalav, Science
Centre, Water Sports, Auditorium, Aquarium, Amusement Park, Surat Wi-Fi, Swimming Pool,
SMC offices, Mobile Van, SAFAL, Anganwadi, SMC owned Hospitals and Urban Health Centres.
4. “Bid/Proposal” means the proposal submitted by the Bidder(s) in response to this RFP in
accordance with the provisions hereof including Technical Proposal and Price Proposal along
with all other documents forming part and in support thereof as specified in this RFP.
5. “Bidder” means Bank led Consortium responding to the RFP.
6. “Earnest Money Deposit (EMD)” means Security furnished by the Bidder.
7. “Bid Process” means the process of selection of the Successful Bidder through competitive
bidding and includes submission of Proposals, scrutiny and evaluation of such Bids as set forth
in the RFP.
8. “Consortium” shall mean the group of legally constituted entities, who have come together to
participate in captioned project and have agreed to terms and Conditions of Consortium
Agreement as specified in this RFP for design, development, integration, implementation,
operation, maintenance, and management of City Payment Card Project, subject to the terms of
this RFP.
9. “Bus Stop/Bus Station/Bus Terminal” means a place earmarked on the route of buses where
buses stop for a short duration for passengers to board or disembark from the buses.
10. Completion Certificate/GO Live Certificate’ means the certificate issued by the Authority
upon successful installation and demonstration of all functionalities as specified in RFP of
Hardware and Software Units specified in Request Order. The Authority shall issue Go Live
Certificate separately for each Request Order.
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 8 of 78
11. “Deadline for Submission of Bids/ Proposal” or “Proposal Due Date /Bid Due Date” shall
mean the last date and time for receipt of Bids as set forth in ‘Invitation for Proposal’ of this RFP
or such other date / time as may be decided by SMC in its sole discretion and notified by
dissemination of requisite information.
12. “City Payment Card Project or “Project” refers to the design, development, procurement,
issuance, supply, integration, implementation, operation, maintenance and management of
unified payment and identification mechanism riding on the popularity of contactless card
technology.
13. “Agreement” means the legal agreement including, without limitation, any and all Appendix
thereto, which will be entered into between SSCDL and the Successful Bidder for to develop,
design, engineer, procure, install and maintain the City Payment Card Project during the
Contract Period. The Draft License Agreement is specified in Appendix-6 of this RFP. The terms
of this RFP, along with any subsequent amendments at any stage, shall become part of this
Agreement.
14. “Selected Bidder” shall mean the Bidder who has emerged as preferred bidder in terms of this
RFP and has been issued the Letter of Acceptance (LoA) by SSCDL and awarded the work under
this RFP.
15. “Lead Member” means the consortium member company nominated by all member
companies in case of a Consortium participating in and submitting the Bid who shall be
responsible for execution of the project and to furnish the Earnest Money Deposit and the
Performance Guarantee in case of award of the contract.
16. “Letter of Acceptance” or “LOA” means the letter issued by SSCDL to the Successful Bidder to
undertake and execute the City Payment Card Project in conformity with the terms and
conditions set forth in the RFP and any subsequent amendments thereof.
17. “Lead Time” shall mean the time specified by the Authority available for implementation of the
City Payment Card Project as per the provisions of License Agreement.
18. “Performance Guarantee” shall mean the Bank Guarantee furnished by a successful Bidder for
punctual and due performance of its duties as per terms and conditions of this RFP.
19. “City Payment Card Project implementation” or “Project Implementation” means
successful installation of hardware, software etc. as per the Request Order and Completion
Certificate/Go Live issued thereof by the Authority.
20. “RFP” or “Tender” shall mean this RFP document which comprises of the following sections:
Disclaimer, Instructions to Bidders, Draft License Agreement, Service Level Agreement, Forms of
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 9 of 78
Bid which include any applicable Appendix thereto and Scope of Services and Technical
Specification specified in Part-2 Scope of Services and Technical Specification Document.
21. Technical Proposal Evaluation Criteria shall have a meaning specified in clause 5.1 of this RFP
Part-1.
Any other term(s), not defined herein above but defined elsewhere in this RFP shall have the
meaning(s) ascribed to such term(s) therein and shall be deemed to have been included in this
Section.
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 10 of 78
A. INTRODUCTION AND BACKGROUND
1. INTRODUCTION
1.1 ABOUT SURAT
Located in western part of India in the state of Gujarat, Surat is referred as the silk city and the diamond
city. It has the most vibrant present and an equally varied heritage of the past. Surat is also known as
economic capital of Gujarat and is having one of the highest growth rates amongst Asian cities. As
per the Census 2011, it is the eighth largest city in the country with population of 4.48 million. On the
scale of population growth, Surat is the fastest growing city in Asia and holds 4th rank in the world. On
the economic front, Surat holds top most position with highest per house-hold income in the country.
Surat City has consistently maintained high GDP growth rate of 12 to 13% and high per capita income.
The economic base of Surat consists of large chemical and petrochemical and natural gas based
industries at Hazira established by leading industry houses such as ONGC, Reliance, ESSAR, and Shell.
Surat is the biggest centre of MMF (man-made fibre) in India. The overall annual turnover is around 5
billion rupees (approximately USD 82 million). There are over 800 cloth wholesalers in Surat. Surat
produces 9 million meters of fabric annually, which accounts for 60% of the total polyester cloth
production in India. Textile and apparel industries offer major employment in this region. Surat region
is a hub of diamond cutting and polishing industries. The city accounts for 90% of world and 99.9% of
India’s total rough diamond cutting and polishing. It also accounts for 90% of India’s total diamond
export.
Surat has practically zero percent unemployment rate and jobs are easier to get here due to very fast
development of various industries in and around Surat City. Surat continues to be a favourite place
for job seekers as people from all around the country flock in for business and jobs
Surat has also been selected as one of twenty Indian cities (in the first round of selection) to be
developed as a smart city under Smart Cities Mission.
1.2 ABOUT SURAT MUNICIPAL CORPORATION
Surat Municipal Corporation is a local self-government which has come into being under the Bombay
Provincial Municipal Act, 1949. It carries out all the obligatory functions and discretionary functions
entrusted by the BPMC Act, 1949. It became one of the first municipalities of India in 1852 AD, and a
municipal corporation in 1966.
Surat Municipal Corporation (SMC) has responded to the challenges of fastest population growth and
high speed economic development by adopting the best urban management practices. The
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 11 of 78
administration of SMC with the help of the people and elected members of the city has transformed
Surat to one of the cleanest cities of India. SMC has taken all necessary steps to make the city a better
place to live with all amenities. SMC has taken up many path breaking initiatives and these efforts
have been acknowledged at national and international level.
SMC has introduced a high-quality public transport through BRTS which has improved livability and
contributed to economic development. At present, in Surat city there are 121 city buses & 44 BRTS
buses in operation and work in progress for plying 72 BRTS buses and 575 City Buses within next
quarter. SMC has finalized Master plan for induction of 2000 city buses and 300 BRTS buses, in the
next 3 years. The current combined ridership of BRTS and City Bus is approx. 78,000 per day and is
expected to grow more than 400% as per the master plan.
SMC has prudent and professional financial management. CRISIL has assigned its corporate credit
rating of ‘CCR AA-’ to Surat Municipal Corporation (SMC) as part of mandate under JNNURM. The
rating was the highest for ULB and it reflects SMC’s healthy financial profile and prudent financial
management capability backed by efficient revenue collection. The annual budget for the FY 2016-17
of Surat Municipal Corporation is Rs. 5317 crore.
1.3 ABOUT SURAT SMART CITY DEVELOPMENT LIMITED (SSCDL)
As per the Government of India’s guidelines, Surat Municipal Corporation has formed a separate
Special Purpose Vehicle (SPV) as Surat Smart City Development Ltd. (SSCDL) for the implementation
of projects under the smart city mission for the city of Surat. This SPV shall carry end to end
responsibility for vendor selection, implementation and operationalization of various smart city
projects.
1.4 INTRODUCTION TO THIS BID PROPOSAL
SSSCDL intends to invite proposals through this RFP. The Technical Bid along with EMD & Bid Fee is
to be submitted in hardcopy whereas the Price Bid is to be submitted online on
https://smc.nprocure.com.
1.5 VISION FOR CITY PAYMENT CARD ECO SYSTEM
Surat Municipal Corporation (SMC) has a unique vision to empower residents and visitors of Surat city
to look at a new paradigm of payment and identification. The project which was trialed earlier now is
gaining momentum and under the ‘Smart Cities’ initiative from government of India. The project
named ‘City Payment Card’ is a unified payment and identification mechanism riding on the popularity
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 12 of 78
of contactless card technology. It aims to simplify the life for all residents and visitors of the city by
addressing common issues such as lack of proper change while making payments, high queuing times
at public places to access amenities and the need to carry multiple cards for identification, membership
etc.
The Co-branded card itself would be available in two broad categories –Prepaid card and debit / credit
card. The prepaid cards can be non-personalized general cards or personalized cards. Further, there
should be algorithms embedded to ensure targeted benefits for groups such as students, senior
citizens, EWS, SMC employees, tourists or other concession groups as defined by SMC from time to
time. The card once issued would contain all pertinent information related to the cardholder and
permit them to use the card for making payments and establishing identity and membership status at
select facilities along with provision of mobile wallet for cashless electronic transfer and for card to
card transfer. SMC also envisages concepts like cashback and rewards to accelerate the acceptance of
these cards in the city.
To provide the best of services to the residents and visitors, SMC wants to attract the best of talent
from leading financial institutions who have rich experience in running similar initiatives. The
implementation plans hence would be tendered and the party which meets all relevant requirements
with the highest total financial score would be awarded the contract. The parties who respond to the
RFP are expected to manage the entire program end-to-end including supply of manpower, related
equipment including printers, access control gates, etc.
The AFCS for BRTS and City bus has been awarded to NEC Corporation. IBM has been chosen as the
Project Management Consultant (PMC) by SMC for the project.
1.6 SCOPE OF WORK
The brief scope is specified below. Detailed scope is presented in Part 2: Scope of Services and
Technical Specifications Document of this RFP document. It is to be noted that the roles &
responsibility of FI will be inclusive but not limited to the following. The FI will be required to carry
out all activities and perform roles & responsibility to meet the objective of the Open Loop Smart
Card Common City Payment System. It is the responsibility of Bidder to abide by all RBI mandated
guidelines apart from any other government guidelines if any, over and above RFP mentioned terms
and conditions.
1.6.1 Design, Development, Procurement, Issuance, Supply, Integration, and Implementation
of City Payment Card Project
(i) Design, development, procurement, issuance, supply, integration, and implementation of Open
Loop EMV Compliant smart card based citywide common payment solution to following SMC
services:
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Services to be Covered Nodal Agency/ Department in SMC
Bus Rapid Transit System (BRTS) BRTS
City Bus Services Traffic
Library Municipal Library
Swimming Pool Housing
Gardens Public Parks and Garden, Zone Office
Nature Park Market
Pay and Park Traffic
City Civic Centre, Integrated Ward Offices,
Mobile Van & Field Payment Collection
Zone Offices
Gopitalav Housing
Science Center Science Center
Hospitals & Urban Health Centers Health
Water Sports Housing
Amusement Park Housing
Aquarium Market
Surat Wi-Fi Information Systems Department
SAFAL Urban Community Development (UCD)
Affordable Housing Scheme Affordable Housing
The above-mentioned services list is indicative and SMC may add/ remove any service to the above
list in future in consultation with the successful bidder.
It is to be noted that SMC has selected a Service Provider for AFCS for BRTS and City Bus
Services separately. The scope of Selected Bidder shall include card based services along with
L2 kernel application development followed by certification of devices by applicable agency
jointly with AFCS service provider.
The scope shall also include all custom clearance, handling, and inland transportation of all
Hardware/Software under this Contract, till the time the equipment is installed at Project site and
all tests completed.
The Bills of quantities required for above services are specified in Appendix 6.
(ii) The City Payment Card project shall comprise the Hardware and Software items specified
hereunder.
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Services Hardware
Library (2) - Co – branded personalized cards acting as membership cards
- POS machines with functionality to pay, to map & read
membership details to/from card and to top-up card
Swimming Pools (15) - Co – branded personalized cards acting as membership cards
- POS machines with functionality to pay, to map & read
membership details to/from card and to top-up card
- Turnstile with validator at Entry and Exit gates of “members only”
Pool Area
Gardens
(Botanical Garden, NFI)
- Co – branded Personalized/ Non Personalized cards
- POS machines with functionality to pay
Multi-level Parking &
other Pay & Parks (35)
- Co-branded Personalized/ Non Personalized cards
- POS machines with functionality to pay
City Civic Centers (19) - Co – branded Personalized/ Non Personalized cards
- POS machines with functionality to pay, to map & read SMC
domain system info. to/from card and to top-up card
Integrated Ward Office
(80)
- Co – branded Personalized/ Non Personalized cards
- POS machines with functionality to pay, to map & read SMC
domain system info. to/from card and to top-up card
Mobile Van - Co – branded cards
- POS machines with functionality to pay
Nature park - Co – branded Personalized/ Non Personalized cards
- POS machines with functionality to pay
Science Center - Co – branded Personalized/ Non Personalized cards
- POS machines with functionality to pay
Aquarium - Co – branded Personalized/ Non Personalized cards
- POS machines with functionality to pay
SMC Offices - Personalized cards for all SMC employees (17,000 approx.) and
Anganwadi
SAFAL - Surat Action for Augmenting Livelihood – Personalized cards for all
service providers in SAFAL to enable online card to card transfer
from service seekers
BRTS - Co-branded cards
- Personalized cards as pass
City Bus Services - Co-branded cards
- Personalized cards as pass
Affordable Housing
Scheme
- Personalized cards for all beneficiaries under affordable housing
scheme
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Field Payment Collection - Co – branded Personalized/ Non Personalized cards
- POS machines with functionality to pay
Gopitalav, Water Sports,
Amusement Park
- Co – branded Personalized/ Non Personalized cards
- POS machines with functionality to pay
Hospitals & UHCs - Co – branded Personalized/ Non Personalized cards
- POS machines with functionality to pay
Software across all services
• Card Management System
• Clearing House Solution Software
• Validators/ acquiring terminals software components
• Web portal with Internet Payment Gateway
• Payment Wallet /Mobile App
• Security/Firewall etc.
• Integration with SMC domain systems (where exist) like library management system,
access management system, property tax system, etc.
• Interface/ console to SMC to declare schemes to define charges or concession groups
• Grievance handling and customer support system
The Selected Bidder shall adhere to the detailed Scope of Work, Technical Specifications and
functionalities of each component of City Payment Card Project provided in Part 2 : Scope of
Services and Technical Specification Document of this RFP document.
(iii) Selected Bidder shall at its sole discretion undertake the implementation of City Payment Card
Project at following places outside the SMC frame work.
(a) Utility Payments such as Electricity, etc.
(b) Retail /merchant/Grocery outlets/ Hawkers/ Hotels/ Private Hospitals/ Shops & malls
(c) Other mobility vendors like auto rickshaws/ taxi
(iv) Selected Bidder will be responsible for installation, integration, initialization and startup of the
Hardware and software supplied by it.
(v) Selected Bidder will undertake Card Personalization Task.
(vi) Selected Bidder shall also ensure interoperability of Co-Branded Cards on water sports,
Gopitalav, Amusement Park and outside SMC network using the open standard common
specifications.
1.6.2 Providing Interfacing protocols, APIs of Card Management System, Central Clearing
House and Smart Cards for integration with Transit AFC
(i) Selected Bidder shall provide/share all required APIs and interfacing protocols of Card
Management System, Central Clearing House and Smart Cards to AFC vendor in order to
facilitate integration with Transit AFCS and other domain systems of SMC.
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(ii) AFC vendor shall undertake Integration Responsibilities with Selected Bidder’s Card
Management System, Central Clearing House, and Smart Cards whereas Selected Bidder shall
facilitate such integration by providing any support required apart from sharing of required APIs
and Interfacing Protocols.
(iii) Selected Bidder shall establish the real-time connectivity of AFC Data centers/Servers and
domain system servers with Bank’s Central Clearing House Servers /data centers for sending
details/information pertaining to card based transaction.
(iv) Selected Bidder shall have to ensure timely sending of transaction settlement data from its
Central Clearing House servers to AFC vendor’s servers residing in Control Center for
reconciliations of transactions settled. Bank shall undertake complete reconciliation
responsibilities.
(v) Necessary integration with AFCS provider’s mobile app for QR code based tickets.
1.6.3 Providing Interfacing protocols, APIs of Card Management System, Central Clearing
House and Smart Cards for integration with SMC domain systems
(i) Selected Bidder shall provide/share all required APIs and interfacing protocols of Card
Management System, Central Clearing House and Smart Cards to SMC domain system in order
to ensure all non-payment use cases are implemented.
(ii) Selected Bidder shall undertake Integration Responsibilities with SMC and shall facilitate such
integration by providing any support required apart from sharing of required APIs and
Interfacing Protocols.
(iii) Selected Bidder shall establish the real-time connectivity of SMC Data centers/Servers and
domain system servers with Selected Bidder’s Central Clearing House Servers /data centers for
sending details/information pertaining to card based transaction.
(iv) Selected Bidder shall have to ensure timely sending of transaction settlement data from its
Central Clearing House servers to SMC’s data servers for reconciliations of transactions settled.
Selected Bidder shall undertake complete reconciliation responsibilities.
1.6.4 Transaction settlement, Cash Collection and Deposit
(i) Selected Bidder shall undertake complete smart card based and cash based Transaction
settlement and reconciliation responsibilities.
(ii) Selected Bidder shall collect the cash at SMC Premises at the end of the day and/or the amount
received from card based transactions done up to 11:00 PM and deposit into SMC’s Merchant
account on T+2 day (settlement). Where ‘T’ is date on which money collected.
(iii) The Cash Collection timing shall be decided in mutual consultation between the parties based
on requirement of respective department.
(iv) The Cash Collection responsibility/business at SMC Service Points shall be transferred to the
Selected Bidder after successful implementation of City Payment Card Project in all services
including BRTS and City Bus (i.e. integration with AFCS). Up to this point, only City Payment
Card based transaction shall be routed through the Selected Bidder.
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(v) For any delay in settlement of daily cash collection/card based transaction to SMC Merchant’s
accounts beyond T+2 days, the Authority reserves the right to deduct the Damages as amount
by charging interest rates of 12% per annum for any additional period for which cash
settlement is delayed.
(vi) Selected Bidder shall undertake reconciliation of cash collected and transaction reported.
Selected Bidder shall have to provide explanation for any discrepancy found.
1.6.5 Establishing Marketing and Channels
(i) Selected Bidder shall set up approx. 1000 card recharging, dispensing and/or municipal bill
payment services through its network of service providers within the city limit. This could be set
up at stores, side stores, grocery stores where users shall avail all card recharging and dispensing
services such that citizens can find a PoS within 500 meters throughout the city limit. The
idea is to spread the availability and thereby maximizing the use of the City Payment Card and
it is expected that these touch points can be availed by citizens at a walkable distance across
the Surat city.
(ii) Setup of web-enabled and mobile-app based, card top-up with payment gateways and other
banking channels.
(iii) Offer mobile wallet for cashless electronic transfer.
(iv) Develop and integrate with existing loyalty programs to maximize the use of City Payment Cards.
1.6.6 Maintenance and Management of Smart Card Eco System during Contract Period
Selected Bidder shall maintain and manage all Hardware and Software forming part of the City
Payment Card Project during the Contract/License Period to ensure the availability of the Smart
Card Eco System in accordance with the provisions of the Scope of Services and Technical
Specification as per RFP, Service Levels specified in RFP and guidelines and specifications as may be
stipulated time to time by the Authority.
1.6.7 Setting up Operation and Maintenance of Central Clearing House and other required
central processing systems at its own locations during License Period
(i) The Selected Bidder shall set up central systems (to install and host the required hardware and
software of central system of City Payment Card Project) at its own locations and carry out
centralized monitoring and supervision of Operation, Maintenance, and Management of City
Payment Card Project during the License Period.
(ii) The scope shall include centralized monitoring and supervision of operation and functionality
of City Payment Card Project components (all hardware and software), handling ticketing related
queries from commuters through help desk/call center, providing detailed MIS reports and
other aspects as specified in RFP.
1.6.8 Ensuring resilience of City Payment Card Project
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(i) Selected Bidder shall ensure resilience of City Payment Card Project in case of any stoppages of
failure as per the scope, Technical Specifications and Functionalities specified in RFP.
(ii) Selected Bidder shall ensure smooth functioning of the system and make necessary provisions
for business continuity and uninterrupted functioning of the system.
1.6.9 Customer support to resolve Co-branded smart card users’ queries/issues
(i) Selected Bidder shall establish customer care/call center in Gujarati, English & Hindi to support
over, Phone, Internet for queries pertaining to card issuance, personalization, renewal, refunds,
card not working in Non-transit environment, recharge or deduction related queries, expiry of
cards customer account management and customer support with payment gateway.
(ii) Whereas AFC Service Provider shall resolve the queries pertaining to card not working in transit
system/deduction related queries in transit, the selected bidder to provide necessary support to
AFC service provider.
(iii) Selected Bidder, SMC and AFC Service Provider shall coordinate with each other to resolve the
cards related queries.
1.6.10 Training and handholding support to SMC’s Staff
(i) Selected Bidder shall organize workshop for Senior Management officers of SMC on City
Payment Card Project overview.
(ii) Selected Bidder shall train the staff of the SMC/SMC deployed staff/AFC team for fare collection
operations for SMC services. Such training shall include and not limited to loading, recharging,
card issuance and other activities as directed by the Authority.
B. INSTRUCTION TO BIDDERS
2. GENERAL
2.1 BID AVAILABILITY & VALIDITY
Blank bid documents can be downloaded from the web site https://smc.nprocure.com up to the
date and time mentioned in the Online RFP Notice SSCDL-CityPaymentCard-RFP-01-2016.
The proposal should be valid for acceptance for a minimum period of 180 days from the Bid Due
Date/Bid Submission Date (the “Proposal Validity Period”). If required, Authority may request the
bidder to have it extended for a further period. The request and the responses thereto shall be
made in writing. A Bidder agreeing to the request will not be required or permitted to modify his
Proposal but will be required to extend the validity of his EMD for the period of the extension, and
in compliance with Clause 2.5 in all respects.
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2.2 NUMBER OF PROPOSALS BY BIDDER
A bidder cannot be a member of more than one bidding consortium. An individual firm applying as
a single/lead bidder cannot at the same time be the member of any other consortium. No Bidder
shall submit more than one Proposal pursuant to this RFP. If a Bidder submits or participates in
more than one Proposal, such Proposals shall be disqualified.
2.3 GOVERNING LAW AND JURISDICTION
The Bidding Process shall be governed by, and construed in accordance with, the laws of India and
the Courts at Surat shall have exclusive jurisdiction over all disputes arising under, pursuant to
and/or in connection with the Bidding Process.
2.4 AUTHORITY’S RIGHT TO ACCEPT AND REJECT ANY PROPOSALS OR ALL
PROPOSALS
a) Authority reserves the right to accept or reject any Proposal and annul the bidding process/
Proposal Evaluation Process and reject any/all Proposals at any time, without thereby incurring
any liability to the affected bidder or bidders or any obligation to inform the affected bidder or
bidders of the ground for Authority’s action.
b) Without prejudice to the generality of Clause (a), the Authority reserves the right to reject any
Proposal/Bid if:
1) at any time, a material misrepresentation is made or discovered, or
2) The Bidder found to be in indulging in Fraudulent and Corrupt Practices as defined in this
RFP.
3) The Bidder does not provide, within the time specified by the Authority, the supplemental
information sought by the Authority for evaluation of the Proposal.
4) Bidder submitted conditional Proposal/Bid.
c) If such disqualification/ rejection occurs after the Proposals have been opened and the Selected
Bidder as per award criteria gets disqualified / rejected, then the Authority reserves the right to
consider the next best Preferred Bidder, or take any other measure as may be deemed fit in the
sole discretion of the Authority, including annulment of the Selection Process.
2.5 EARNEST MONEY DEPOSIT (EMD)
(a) Earnest Money Deposit (EMD) of amount Rs. 20,00,000 (Rupees Twenty Lakhs only) should
be paid in the form of Demand Draft of any nationalized / scheduled banks, payable at Surat
in the favour of the “Surat Smart City Development Limited”.
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OR
50% amount shall be in the form of Demand Draft and 50 % amount shall be in the form of
Bank guarantee of any nationalized / scheduled banks with validity of 180 days beyond the
original validity period for the bid.
(b) Any bid not accompanied with valid Earnest Money Deposit in the acceptable amount, form
and validity period will be summarily rejected by the Authority as being non-responsive and
bids of such Bidder shall not be evaluated further.
(c) No interest will be payable by the Authority on the Earnest Money Deposit.
(d) The EMD of unsuccessful Bidders will be returned by the Authority, without any Interest, as
promptly as possible on acceptance of the Proposal of the Selected Bidder or when the
Authority cancels the Bidding Process.
(e) The Selected Bidder’s EMD will be returned, without any interest, upon the Selected Bidder
signing the Agreement and furnishing the Security Deposit / Performance Guarantee in
accordance with the provision thereof.
(f) The EMD shall be forfeited and appropriated by the Authority as damages without prejudice
to any other right or remedy that may be available to the Authority hereunder or otherwise,
under the following conditions:
i. If a Bidder submits a non-responsive Proposal;
ii. If a Bidder engages in a corrupt practice, fraudulent practice, coercive practice, undesirable
practice, or restrictive practice as specified in Clause 8 of this RFP;
iii. If a Bidder withdraws its Proposal during the Proposal Validity Period as specified in this
RFP and as extended by mutual consent of the respective Bidder(s) and the Authority;
iv. In the case of Successful Bidder, if it fails within the specified time limit –
1) to sign and return the duplicate copy of LOA
2) to sign the Agreement within the time period specified by the Authority.
3) to furnish the Performance Guarantee along with the signed copy of LOA; or
4) In case the Successful Bidder, having signed the Contract, commits any breach thereof
prior to furnishing the Performance Guarantee.
2.6 BRIEF DESCRIPTION
2.6.1 BIDDING PROCESS
(a) The Authority invites proposal through e-tendering process.
(b) Submission of the Technical Bid
The “Technical Bid” shall be put in a large envelop having two separate envelopes containing
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Envelope-1: Bid documents, Addenda & Corrigendum if any, duly filled Technical Bid along
with all necessary supporting bid documents including solvency certificate and super scribed
as “Technical Bid”.
Envelope-2: Bid Fee and Earnest Money Deposit (EMD) and shall be super scribed as “Bid Fee
& EMD”
The large envelope / outer envelope containing above envelopes must be sealed and super scribed
and must be sent as under:
Details to be mentioned on sealed envelop
Tender Details
RFP No. SSCDL-CityPaymentCard-RFP-
01-2016
Selection of FI for Open Loop Smart Card
Common City Payments System
Last Submission Date: 19/12/2016
To,
The Chief Accountant,
Surat Municipal Corporation,
Mahanagar Seva Sadan,
Gordhandas Chokhawala Marg,
Muglisara, Surat - 395 003,
Gujarat, INDIA.
The bid documents must be sent strictly by Postal Speed Post or Registered Post AD only so as to
reach on or before 19th December, 2016 up to 18:00 hrs. Bids received in any other manner or mode
(like courier, in person, etc.) will not be considered. SMC won’t be responsible for postal delays.
(c) Submission of the PRICE BID
The price bid must be submitted online on https://smc.nprocure.com. It should not to be sent
physically, if submitted physically the bid shall be rejected.
2.6.2 BID EVALUATION
(a) In a first step, evaluation of Technical Proposal will be carried out as specified in Clause 6.2.
Based on Technical evaluation, the Financial Bids of only Bidders meeting the Responsiveness
Tests and Proposal Qualification criteria as specified in clause 5 and 6.2 shall be opened.
(b) The Bidder is required to quote the percentage (if any) of income generated from the co-
branded card based transactions in SMC Merchant Services such as BRTS, City Bus, Library, City
Civic centers, etc. which Authority shall share with Selected Bidder. The Bidder is expected not
to charge any charges to citizens for card including personalization (except for re-issuance in
case of damaged/ lost card). It is preferred that bidder shall absorb the cost of card
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personalization. In case card personalization charges cannot be borne by bidder, same should
be quoted to SSCDL as part of financial bid. The Bidder is expected to share revenue with the
Authority, generated from the cobranded card transactions from non-SMC eco-system. The
bidder need to provide details of Revenue to be shared with SSCDL for seven years along with
NPV calculated using 10% rate of discounting factor as part of financial bid submitted online as
per Appendix-2.
(c) The eligible and qualified Bidder scoring the highest total financial score in financial evaluation
shall be considered the Selected Bidder as per the terms of this RFP.
2.7 DUE DILIGENCE
The Bidders are encouraged to examine and familiarize themselves fully about the nature of
assignment, scope of work, all instructions, forms, terms and conditions of RFP, local conditions and
any other matter considered relevant by them before submitting the Bid by paying a visit to the
site, sending written queries to the Authority, and attending a Pre-Bid meeting.
2.8 ACKNOWLEDGEMENT BY BIDDER
a) It shall be deemed that by submitting the Bid, the Bidder has:
i made a complete and careful examination of the RFP
ii received all relevant information requested from the Authority;
iii accepted the risk of inadequacy, error or mistake in the information provided in the RFP
or furnished by or on behalf of the Authority relating to any of the matters referred to in
Clause 2.6 above; and
iv acknowledged that it does not have a Conflict of Interest
v agreed to be bound by the undertakings provided by it under and in terms hereof.
b) The Authority shall not be liable for any omission, mistake, or error in respect of or any of the
above or on account of any matter or thing arising out of or concerning or relating to the RFP
or the Bidding Process, including any error or mistake therein or in any information or data
given by the Authority.
2.9 COST OF BIDDING
All costs and expenses (whether in terms of time or money) incurred by the bidder in any way
associated with the development, preparation and submission of the Bid and bidder’s participation
in the Bid Process, including but not limited to attendance at meetings, discussions,
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demonstrations, etc. and providing any additional information required by Authority, will be borne
entirely and exclusively by the bidder.
2.10 BID FEE
All Bidders have to submit non-refundable Bid Fee of Rs. 18,000 (Rs Eighteen Thousand) by
Demand Draft or Banker's Cheque in favour of the “Surat Smart City Development Limited”
payable at Surat.
2.11 SCHEDULE OF BIDDING PROCESS
The Authority shall endeavor to adhere to the bidding schedule as specified in table below:
Date of Issue of the Bid Document 22nd November, 2016
Last date for Submission of Online
Queries
Bidders shall have to post queries by e-mail to
[email protected] with subject line ‘City Payment
Card Pre-Bid Queries <Bidder Name>’ on or before
29th November 2016, 16:00 hrs.
Date, Time and Venue of Pre-Bid
Meeting
1st December, 2016 at 12:00 hrs.
Pre-Bid Venue: Conference Hall, Surat Municipal
Corporation - Head Quarter, Muglisara, Main Road,
Surat - 395003, Gujarat
Date of SSCDL’s Response to Queries By 7th December, 2016
Price Bid Submission To be submitted online only on
https://smc.nprocure.com on or before 15th
December, 2016 up to 18:00 hrs.
Technical Bid Submission (in Hard
Copy) Filled-in Technical Bid along with
Bid Fee, EMD, Solvency Certificate and
other documents.
In sealed envelope, strictly by RPAD/Postal Speed
Post on or before 19th December, 2016 up to 18:00
hrs. to the
Chief Accountant, Surat Municipal Corporation,
Muglisara, Surat – 395003, Gujarat.
Date, Time and Venue for Opening
of Technical Bid
22nd December, 2016 Time 16:00 hrs.
Surat Municipal Corporation,
Mugalisarai,
Surat-395003, Gujarat
Date, Time and Venue for Opening
of Financial Bid
The technically qualified bidders will be notified with
the date and time of the Financial bid Opening.
Signing of Agreement Within 15 days from the date of issuance of LOA
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2.12 TERMS OF LICENSE
(a) Selected Bidder shall undertake project on Built, Operate and Transfer basis.
(b) Selected Bidder shall invest in City Payment Card Project Infrastructure including all required
hardware and software and also undertake scope of work specified in in RFP during the License
Period.
(c) Selected Bidder shall operate, maintain, and manage the project during the License Period of 7
(seven) years commencing from the date of issuance of Project Acceptance/Go Live Certificate
for first Request Order. Provided in the event of earlier termination of the Contract, this period
shall be ending with the date of termination of the Contract (the “License Period/Contract
Period”).
(d) Authority shall issue separate Request Order specifying the quantities of Hardware to be
commissioned along with Project Site/SMC Premises for different services. For instance, separate
Request Order for different SMC services such as Library, Swimming Pool, City Civic Centers, etc.
shall be issued. For hardware units, over and above BoQ in Appendix 6 if requested in Request
Order, Authority shall pay/ adjust the charges of such devices based on charges specified in
detailed breakup by the bidder. Such request shall be in writing specifying number of hardware
units and locations in which it is to be supplied and implemented (“Request Order”). Request
Order shall be implemented within the Lead Time specified in Draft License Agreement.
(e) Authority shall provide the Selected Bidder with the access to the site and the necessary ground
level infrastructure such as space and electricity for the Selected Bidder’s equipment deployment
in Authority’s premises.
(f) The Bidder is required to quote the percentage (if any) of income generated from the co-
branded card based transactions in SMC Merchant Services such as BRTS, City Bus, Library, City
Civic centers, etc. which Authority shall share with Selected Bidder as per the Appendix-2
Financial Bid submitted online.
(g) The Bidder is expected not to charge any charges to citizens for card including personalization
(except for re-issuance in case of damaged/ lost card). It is preferred that bidder shall absorb
the cost of card personalization. In case card personalization charges cannot be borne by bidder,
same should be quoted to SSCDL as part of financial bid as per the Appendix-2 submitted online.
It is to be noted that the bidder cannot charge for card personalization any amount/any
additional amount other than the one mentioned in Appendix-2.
(h) The Bidder is expected to share revenue with the Authority, generated from the cobranded card
transactions from non-SMC eco-system. The bidder need to provide details of Revenue to be
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shared with SSCDL for seven years along with NPV calculated using 10% rate of discounting
factor as part of financial bid as per Appendix-2 submitted online.
(i) The eligible and qualified Bidder scoring the highest total financial score shall be considered the
Selected Bidder as per the terms of this RFP.
(j) The payment to the Selected Bidder shall start after the issuance of Project Acceptance
Certificate. It is clarified that Payment of only those services shall start for which Smart Card Eco
system is implemented. For example, Payment for the card based transaction in Library shall
start only upon implementation of Smart Card Eco system in Library. Such Payment shall be
made on Monthly basis.
(k) The Revenue sharing by selected bidder to the Authority shall start from year 1 from the date
of signing of the agreement.
(l) Selected Bidder shall bear defect liability for its goods and services. It shall be free from defects
in the design, engineering, Materials, and workmanship that prevent the System and/or any of
its components from fulfilling the Technical and Functional Requirements specified in RFP.
Defect Liability Period for Hardware and software is 7 years.
(m) At the end of the License Period or earlier Termination of Contract due to Selected Bidder Event
of Default, the Selected Bidder shall transfer ownership of all Hardware, database, Standard third
party software Licenses, source code, APIs, customized software developed for City Payment
Card Project except its proprietary Hardware and Software to Authority at no cost to Authority.
(n) In case of Termination due to Selected Bidder’s Event of Default, the Authority shall have right;
(i) To forfeit the Performance Guarantee in full.
(ii) To appoint another Bidder.
In such case, the Selected Bidder shall not be obliged to pay any further share of gross revenue
generated from Non-SMC Merchant.
(o) Performance and fulfillment of its roles & responsibilities and obligations as per the provisions
specified in Draft License Agreement.
2.13 PENALTY
(a) In case of failure to complete the job in assigned time, a penalty would be imposed at the rate
of 0.02% per day for each day delay subject to maximum of 10% of the consideration of
Contract. In case of delay due to some genuine rationale, the GM (IT) of SSCDL may extend the
time limit if the same is requested in writing.
(b) In case the overall support of the bidder to the SSDCL is not found sufficient or satisfactory, the
same will also amount to failure and attract a penalty generally up to 10% of the consideration
of Contract. The penalty will be proportionate to the time period for which the support is not
found to be sufficient or satisfactory.
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(c) In case the bidder fails to deliver service as depicted in the scope of work, penalty will be
imposed generally up to 10% of the consideration of contract depending upon the nature of
failure or the short-fall.
(d) In case the bidder fails to be compliant with SLAs and KPIs requirements at regular intervals as
mentioned in Section 4 of RFP Part-2, penalty will be imposed generally up to 10% of the
consideration of contract depending upon the nature of failure or the short-fall.
(e) The decision of CEO/Chairman of SSCDL will be final and binding in case of the percentage of
penalty to be applied, imposed in all the above cases to the bidder.
(f) In case of continued failure or short-falls from the established standard, the contract shall be
terminated and no payments will be made nor will any damages be paid to the bidder besides
forfeiting Security Deposit.
Note: Consideration of Contract to be derived based on the (rates and quantity specified in
the Appendix 6: BOQ) + (Appendix 2: NPV).
3. DOCUMENTS AND PRE-BID CONFERENCE
3.1 CLARIFICATION TO RFP DOCUMENTS
a) Bidders requiring any clarification on the RFP may notify the Authority in writing through email
at the address provided in Schedule of Bidding Process, Clause 2.11. They should send in their
queries on or before the date mentioned in the Schedule of Bidding Process specified in
Schedule of Bidding Process, Clause 2.11, in order to enable Authority to have adequate notice
of the said queries so that the same may be addressed at the Pre-Bid Meeting. The Authority
shall endeavour to respond to the queries at short span of time prior to Bid/Proposal Due Date.
The responses to queries will be sent to Bidders by the Authority.
The queries must be submitted in the following format only:
Request for Clarification
Name and Address of the
Organization submitting
query
Name and Position of
Person submitting
query
Contact Details of the
Organization / Authorized
Representative
Tel:
Mobile:
Fax:
Email:
Sr.
No
RFP Reference(s)
(Section, Page)
Content of RFP
requiring clarification
Points of clarification
required
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b) The Authority shall endeavour to respond to the questions raised or clarifications sought by
the Bidders. However, the Authority reserves the right not to respond to any question or
provide any clarification, in its sole discretion, and nothing in this Clause shall be taken or read
as compelling or requiring the Authority to respond to any question or to provide any
clarification.
c) The Authority may also on its own motion, if deemed necessary, issue interpretations and
clarifications and amendment to all Bidders. All clarifications and interpretations issued by the
Authority shall be deemed to be part of the Bidding Documents. Verbal clarifications and
information given by Authority or its employees or representatives shall not in any way or
manner be binding on the Authority.
3.2 PRE-BID MEETING
a) A pre-bid meeting would be held at time and an address specified in Schedule of Bidding
Process, Clause 2.11. Bidders shall bear their own cost of attending any pre-bid conference.
b) During the course of pre-bid conference(s), the Bidders will be free to seek clarifications and
make suggestions for consideration of the Authority. The Authority shall endeavour to provide
clarifications and such further information as it may, in its sole discretion, consider appropriate
for facilitating a fair, transparent, and competitive Bidding Process.
c) Clarifications/responses would be shared by emailing the responses to Shortlisted Bidders as
per clause 3.1.
d) Non-attendance at the pre-bid conference shall not be a cause for disqualification of a Bidder.
However, terms and conditions of the Addendum(s) shall be legally binding on all the Bidders
irrespective of their attendance at the Pre-Bid Conference.
3.3 AMENDMENT OF BIDDING DOCUMENTS
a) At any time prior to the Proposal/Bid Due Date, the Authority may, for any reason, whether at
its own initiative or in response to clarifications requested by a Bidder, modify the RFP by the
issuance of Addenda/corrigendum. The same will form the part of the original bid documents
and shall override any contradicting effects in the original bid papers.
b) Any Addendum/Corrigendum issued hereunder will be made available on
https://smc.nprocure.com.
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4. PREPARATION AND SUBMISSION OF PROPOSALS
4.1 LANGUAGE OF PROPOSAL
The proposals prepared by the bidder shall be in the English language. The related correspondence
and supporting documents in language other than English/Hindi/Gujarati must have its English
translation (which is to be duly attested by the bidder). For purposes of interpretation and
evaluation of the Proposal, the English translation shall govern.
4.2 PROPOSAL CURRENCY
Prices shall be expressed in Indian Rupees only.
4.3 FORMAT AND SIGNING OF PROPOSAL
a) The Bidder shall provide all the information sought under this RFP. The Authority will evaluate
only those Proposals that are received in the required formats and complete in all respects.
The Bidder shall prepare and submit the Technical Bid (together with originals/ copies of
Documents required to be submitted along therewith pursuant to this RFP) along with the EMD
and Bid Fee as per clause 4.4 (A).
The Price Bid must be submitted online. In case, the Price Bid is submitted physically which
leads to revelation of prices before the due date of opening of the Price Bid, the bid will be
disqualified.
b) The Technical Proposal and shall be typed or written in indelible ink and signed by the
authorized signatory of the Bidder who shall also initial each page, preferably in blue ink and
the signature of the authorized signatory shall bind the Bidder to the contract. In case of printed
and published documents, only the cover shall be initialed. All the alterations, omissions,
additions, or any other amendments made to the Proposal shall be initialed by the person(s)
signing the Proposal. Each page of the Proposal must be numbered at the right-hand top
corner.
c) The Proposal must be properly signed by the authorized signatory (the “Authorized Signatory”)
as the Bidder holding the power of Attorney. If possible, such Power of Attorney shall be
supported by a Board Resolution in favour of the person vesting power to the person signing the
Bid.
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4.4 PROPOSAL SUBMISSION FORMAT & SEALING AND MARKING OF
PROPOSALS
a) The original of the EMD of the required value and in approved format as specified in clause 2.5
shall be sealed separately in an envelope on which the following shall be super scribed:
“Envelope 1 – EMD for RFP No.: SSCDL-CityPaymentCard-RFP-01-2016”
b) The Technical Proposal shall be sealed separately in an envelope on which the following shall
be super scribed:
“Envelope 2 – Technical Proposal for RFP No.: SSCDL-CityPaymentCard-RFP-01-2016”
The documents of Technical Proposal shall be as per the Appendix 1 of this RFP and should
comprise of all documents required to be submitted as per the said Appendix 1 respective Forms
1.1 to 1.12. The check list of Technical Proposal presented below:
Check list for documents - Technical Proposal
Sr.
No.
Appendix Particulars
1 DD/Banker’s Cheque of Rs. 18,000/- as Bid Fee (in separate envelop)
2 Appendix 1
Form -1.1
Covering Letter signed by authorized signatory of Bidder.
Constituent documents such as MOA, AOA, Certificate of
Incorporation, Partnership Deed, Service Tax Registration etc.
3 Appendix 1
Form -1.2 A
Authorization of signatory in the form of Board Resolution/ or Power of
Attorney (POA notarized and Applicable in case of bid not being signed by
the person directly authorized by the firm), as applicable.
4 Appendix 1
Form -1.2 B
Joint Bidding Agreement on Requisite Stamp Paper in case Bidder is a
Consortium
5 Appendix 1
Form –1.3
Particulars of the Bidders (in the formats given subsequently)
6 Appendix 1
Form –1.4
Financial Capability statement
7 Appendix 1
Form -1.5 A
Experience Statement along with client work order/ completion certificate
8 Appendix 1
Form -1.5 B
Performance Statement in a format provided in Form –1.5 B of Appendix 1
9 Appendix 1
Form -1.6
Project Execution Methodology in a format provided in Form –1.6 of
Appendix 1
10 Appendix 1
Form -1.7
Proposed equipment Data Sheets and Solution Datasheet along with
supporting documents.
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11 Appendix 1
Form -1.8
Undertaking for information and document provided are true.
All Consortium Member should provide this undertaking
12 Appendix 1
Form -1.9
Anti-Blacklisting Certificate in the format attached.
All Consortium Member should provide Anti Blacklisting Certificate.
13 Appendix 1
Form -1.10
Non-Disclosure Agreement signed and submit to SSCDL
14 Appendix 1
Form -1.11
List of Subcontractor along with Product/services offered
15 Appendix 1
Form -1.12
Check-list for Technical proposal compliance to RFP requirements
16 Original RFP documents issued along with addendums/amendments
thereto, duly signed by the Bidder through its authorized signatory on all
pages.
17 The Lead Bidder should have its financial switch certified for operating
credit/debit/prepaid debit card acquiring and issuing in India:
Provide Evidences in terms of copy of certificate or any other document
18 The Bidder should have a payment acceptance infrastructure of at least
500 POS machines in Surat city limit at the time of submission:
Provide self-certification with list of merchants’ details
19 Appendix 6 The Bidder shall have to provide make and Models for each BOQ item
as part of technical proposal as per the format specified in Appendix-6.
c) Both the above stated envelopes, shall be place in a large envelope / outer envelope
containing above envelopes must be sealed and super scribed as per clause no. 2.6.1.
d) The Price Proposal (Appendix-2) must be submitted online.
e) The Bidders are required to submit its Proposal (i.e. Technical Proposal and Price Proposal) on
or before the due date as per Secion-2.6.1.
If the envelopes are not sealed and marked as instructed above, the Authority assumes no
responsibility for the misplacement or premature opening of the contents of the Proposal
submitted and consequent losses, if any, suffered by the Bidder. Proposals submitted by fax,
telex, telegram, or e-mail shall not be entertained and shall be rejected.
4.5 PROPOSAL DUE DATE
a) The last date and time of submission of the Proposals (the “Proposal Due Date/Bid Due
Date”) is specified in Schedule of Bidding Process Clause 2.11.
b) Proposals should be submitted on or before Proposal Due Date at the address specified in
Schedule of Bidding Process Clause 2.11 and in the manner and form as detailed in this RFP.
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c) The Authority may, in its sole discretion, extend the Proposal Due Date by issuing an
Addendum uniformly for all Bidders as per clause 3.3. In such event, all rights and obligations
of Authority and Bidders previously subject to the earlier deadline will thereafter be subject to
the Proposal Due Date as extended. Any such change in the Proposal Due Date shall be in the
form of addenda and be made available on https://smc.nprocure.com.
4.6 LATE PROPOSALS
a) Proposals not reaching to the Authority on or before the specified time limit on the Proposal
Due Date will not be accepted.
b) Authority shall not be responsible for any postal delay or non-receipt / non-delivery of any
documents.
4.7 MODIFICATION AND WITHDRAWAL OF PROPOSALS
a) Proposal once filled in, submitted shall not be allowed to be withdrawn till the validity of
the bid remains in force or else the Earnest Money Deposit shall be liable for forfeiture.
b) Any alteration/ modification in the Proposal or additional information supplied subsequent
to the Proposal Due Date, unless the same has been expressly sought for by the Authority, shall
be disregarded.
4.8 FIRM PRICES
Prices quoted must be firm and final and shall not be subject to any upward modifications, on any
account whatsoever. The revenue share for the Authority quoted will be considered as final amount
payable to SMC by the selected bidder and shall not be subject to any downward modifications, on
any account whatsoever. Percentage of income generated from the co-branded card based
transactions in SMC Merchant Services which SMC/Authority shall share with Selected Bidder will
be final and shall not be subject to any upward modifications, on any account whatsoever. The
proposal prices shall be indicated in India Rupees (INR) only.
4.9 DOCUMENTS CONSTITUTING BID
Documents Constituting Bid are specified in clause 4.4.
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C. PROPOSAL EVALUATION
5. PRE-QUALIFICATION & EVALUATION CRITERIA
5.1 PRE-QUALIFICATION CRITERIA / BASIC ELIGIBILITY CRITERIA
To be considered qualified for evaluation of Technical Proposal, each Bidder should meet pre-
qualification Criteria specified hereunder.
Sr.
No.
Pre-Qualification Criteria Proof Document Required
1 The Bidder must be a Nationalized Bank or
Scheduled Bank (included in the Second Schedule of
Reserve Bank of India (RBI) Act, 1934). In case of a
Consortium, the lead bidder should be a
Nationalized Bank or a Scheduled Bank.
Format to Share Bidder’s
Particulars as in Appendix 1
Form –1.3
2 The Lead Bidder should have Net worth of Rs. 1000 Cr.
as on 31st March, 2016.
Financial Capability Statement
as in Appendix 1 Form –1.4
3 The Lead Bidder should have its financial switch
certified for operating credit/debit/prepaid debit
card acquiring and issuing in India.
Provide Evidences in terms of
copy of certificate or any other
document
4 The Bidder proposed for the project must have the
experience of Contactless Smart Card design, supply
and operations.
Experience Statement as in
Appendix 1 Form – 1.5 A
5 The Lead Bidder should have a branch office or
Head Office in Surat.
Format to Share Bidder’s
Particulars as in Appendix 1
Form –1.3
6 The Bidder should have a payment acceptance
infrastructure of at least 500 POS machines in Surat
city limit at the time of submission.
Provide self-certification with
list of merchants’ details
7 The Lead Bidder or any of the consortium partners
should not be blacklisted by Government Agency in
India or abroad, or proved to have indulged in serious
fraudulent practices by a Court of Law or an
independent Commission of Inquiry in India or abroad
at the time of submission of the bid.
Format for Declaration by the
bidder for not being
Blacklisted / Debarred/
Terminated as in Appendix 1
Form – 1.9
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If such instance shall be found by Authority during bid
process or period thereafter, then Authority at its sole
discretion may reject the Bidder or terminate the
Contract.
5.2 TECHNICAL EVALUATION PARAMETERS
To be considered qualified for opening of Price Proposal, each Bidder should meet Technical
Proposal Evaluation Criteria specified hereunder.
# Criteria Maximum
Marks
1. Experience in Smart card based payment solution project for Transit
system/Toll Solution/ City wide payment solutions/any other project for
which the Bidder has undertaken (either implemented or in process of
implementation) Card Services either as a single Bidder or along with its
Technical Partner (Card Hosting/ Clearing House Solution / establishing Top
up facilities through Banking Channels /and acted as a Co- Branded Partners
and /or have retail merchants)
- One project – 10 marks
- Every additional project (max 2 projects) – 5 marks
20
2. Number of cards issued in in Smart card based payment solution project for
Transit system/Toll Solution/ City wide payment solutions/any other project
for which the Bidder has undertaken (either implemented or in process of
implementation) Card Services either as a single Bidder or along with its
Technical Partner (Card Hosting/ Clearing House Solution / establishing Top
up facilities through Banking Channels /and acted as a Co- Branded Partners
and /or have retail merchants)
- For 1,00,000 cards issued – 10 marks
- For every additional 1,00,000 cards (max 2,00,000 cards) – 5 marks
each
20
3. Average daily volume (count) of Card/ mobile based financial transactions (in
number) in Smart card based payment solution project for Transit system/Toll
Solution/ City wide payment solutions/any other project for which the Bidder
has undertaken (either implemented or in process of implementation) Card
Services either as a single Bidder or along with its Technical Partner (Card
Hosting/ Clearing House Solution / establishing Top up facilities through
Banking Channels /and acted as a Co- Branded Partners and /or have retail
merchants)
20
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- For 20,000 transactions – 10 marks
- Every additional 10,000 transactions (max 20,000 transactions) – 5
marks
4. Loyalty and adoption plan in Surat
- Existing customer base in Surat (in numbers) – up to 4 marks
o Bidder with maximum number will get 4 marks and pro-rated for
others (formula given by: Nbid1 * 4 / Nmax1)
- Existing PoS volume in Surat – up to 4 marks
o Bidder with maximum number will get 4 marks and pro-rated for
others (formula given by: Nbid2 * 4 / Nmax2)
- Existing Loyalty partners present in Surat – up to 2 marks
o Bidder with maximum number will get 2 marks and pro-rated for
others (formula given by: Nbid3 * 2 / Nmax3)
Where, Nbid1,2,3 is the respective number for the considered bidder and Nmax1,2,3
is the maximum respective number of all the bidders
10
5. Experience in Multiple instruments (minimum 2) for same purpose (pre-paid,
debit, credit, mobile)
- For 1 projects – 3 marks
- For any additional project (max 2 projects) – 1 marks each
5
6. Experience in co-branded loyalty cards
- For 3 projects – 3 marks
- For any additional project (max 2 projects) – 1 mark each
5
7. Project Understanding and Approach
Each bidder to come up with a presentation covering (but not limited) aspects
as per Table-5.2.1 as below.
20
Minimum Qualification for Financial bid opening – 70 marks
The Total Technical Score of any bidder would be an arithmetic sum of scores obtained by the bidder
for each of the parameter indicated above. The minimum total technical score required shall be 70%
to become eligible for opening of the Financial Proposal.
In case of JV or consortium, combined technical experience would be considered. Sub-contracting
will not be considered as eligible experience.
The Bidders are permitted to take credit from their Parent/ Subsidiary / Sister Concern for meeting
the Technical Evaluation Criteria provided meeting following conditions:
(a) In case a bidder is relying on qualifications of subsidiary/parent/sister concern firm for being
considered for determination of compliance/meeting requirement with regards to the
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Technical Proposal Evaluation Criteria, then under such circumstances, the bidder shall clearly
indicate, with supporting documentation, the relationship between the bidder and the entity
whose qualifications it is seeking to rely upon.
(b) The bidder, if a subsidiary of another company, may claim such qualification only if the parent
company has a more than 50% shareholding in it. Similarly, a bidder may claim such
qualification from its subsidiary only if it has a more than 50% shareholding in the subsidiary.
(c) Finally, a bidder may claim credit from a sister concern only if the parent company holds a
more than 50% shareholding in both the bidding company and sister concern. If the firms
are not in the nature of companies, then the determination of the relationship would be
based on possessing a controlling stake. If bidding firm is a partnership firm, then
determination of relationship is based percentage of profit sharing. In such case, more than
50% of profit-sharing shall be considered eligible for claiming credit from Parent (Parent firm
or common partners holds more than 50% profit sharing in bidding firm) / Subsidiary
(Bidding firm or common partners holds more than 50% profit sharing in subsidiary firm) /
Sister Concern (Parent firm holds more than 50% profit sharing in both bidding firm and
sister concern firm).
Additional Consortium Criteria
A Consortium shall be eligible and qualified for consideration subject to meeting the additional
conditions set out in hereunder.
a) Number of members in a consortium shall not exceed 2 (Two).
b) Members of the Consortium together must meet Qualification Criteria specified in Clause 5.
c) Each Member of consortium must meet Eligibility Criteria set forth in Appendix 1 Form-1.8
and Appendix 1 Form-1.9 individually.
d) A Bidding Consortium is required to nominate a Lead Member. The Lead Member shall be
authorised to sign the Proposal on behalf of the Consortium and do all deeds and acts on
behalf of the Consortium. The nomination should be supported by a Power of Attorney in
favour of the Lead Member as per format at Annexure 1 Form –1.2 A.
e) An entity cannot be a member of more than one bidding Consortiums. An individual firm
applying as a single Bidder cannot at the same time be member of any other Consortium
bidding under this RFP.
f) The Bidder bidding as Consortium shall provide a Joint Bidding Agreement between the
consortium members as per Annexure 1 Form –1.2 B.
The Bidders will be required to provide a Solution Overview through brief Writeup /
Presentation in written form not exceeding broadly 5000 words.
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Contents of such write up / Presentation should broadly correspond with the following:
Table 5.2.1: Project Understanding and Approach
# Particulars
1 Understanding of the project and need requirements of SMC through followings
Overall understanding of system requirement with workflow explaining how the
proposed solution would meet the SMC requirement.
Solution & Proposed Architecture for Smart Card Eco System including product and
software selection criteria, integration mechanism and MIS.
Banking Services (i.e. specifically the payment gateway, net banking) to be hosted on
globally accepted certification for information security/SSL
2 Project Management Plan, Work Plan including tie up with capable Technical
Partner
3 USP of proposal in terms of followings
Approach in increasing penetration of City Payment Card Project through loyalty
program and other innovations – Marketing Plan
Innovation in Technology, Design
Existence in Surat in terms of customer base, PoS volume, loyalty brand associations
4 Timelines
5 Project Risk Identification and Mitigation Strategies
6 Relevant Experience highlighting Open Loop projects, Number of cards issued, volume
of transactions and usage of multiple instruments in transport/ ULB/ non-banking
services.
Eligible Bidders will be required to make a technical presentation on Project Understanding &
Approach, for which intimation would be sent in advance.
The above is required to ensure that a workable solution is proposed. SMC reserves the right
to call the bidder for any clarifications/discussions regarding the solution and suggest binding
changes in the solution if it feels such solution deviates majorly from its needs and purposes.
5.3 EVALUATION OF PRICE PROPOSAL
a) The Price Proposal of only Qualified Bidders passing the Responsiveness Test specified in clause
6.2, and meeting the Technical Proposal Evaluation Criteria specified in clause 5.1, shall be
opened. The Price Proposal opening process is specified in clause 6.3.
b) Bidders are required to quote online followings as per Price Proposal format provided in
Appendix-2:
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i) Percentage of income generated from the co-branded card based transactions in SMC
Merchant Services which SMC/Authority shall share with Selected Bidder.
Score 1 – The Bidders shall be given Financial Score based on transactional charges
charged to SMC, Card personalization charges (if any). Minimum bid value across all the
financial bids opened will be used to convert scores to a linear scale for each of the
parameters.
ii) Score 2 – In case bidder is proposing a revenue sharing with SMC then the NPV of the
revenue will be converted to a linear scale to award financial score.
Total Financial Score will be calculated as sum total of two-third of score 1 and one-third of score
2.
An example is illustrated below:
Parameters Weightage
(%)
Company
1
Company
2
Company
3
1. Per transaction charges (%) T w1 50.00% 1.50 0.50 0.00
X = Score based on linear scale for
minimum value given as 100
X = 100 – 60T
10.00 70.00 100.00
2. Per card personalization charges P w2 50.00% 0.00 50.00 100.00
Y = Score based on linear scale for
minimum value given as 100
Y = 100 – P
100.00 50.00 0.00
Score 1 = w1*X + w2*Y 55.00 60.00 50.00
Parameters Company 1 Company 2 Company 3
NPV offered to SMC in Cr. N (INR) 100 125 0
Score 2 = Nbid * 100 / Nmax 80 100 0
Total Financial Score Company 1 Company 2 Company 3
Total Financial Score = 2/3*(Score 1) +
1/3*(Score 2)
63.33 73.33 33.33
c) The Bidder scoring the highest total financial score shall be considered as Lowest Bidder/
Selected Bidder and considered for award after following due process as per clause d)
hereunder. In case of two bidders scoring same total financial scores, a closed bid will be
requested.
d) The Authority shall determine the responsiveness of Price Proposal of Bidder determined to be
Lowest in relation to the Market rate or Authority’s Internal Estimate or Good Industry Practice.
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In case the Price Proposal of the Lowest Bidder is found seriously unbalanced by Authority in
relation to the market rate or its internal estimate or Good Industry Practice, the Authority shall
be entitled to solicit, at its sole discretion, detailed price analysis for any or all items specified
in Price Proposal, from the Lowest and/or all Bidders to demonstrate the internal consistency
of those prices. In case of the Price Proposal of the Lowest Bidder, which is unrealistically lower
or higher than internal estimate or market rate or Good Industry Practice and which could not
be substantiated satisfactorily by the bidder, may be rejected as non-responsive.
e) There is no capital expenditure expected for SMC and potentially zero transactional charges.
Bidder should come up with innovative engagement model to cover the entire system building
exercise, associated running costs, manpower costs and all equipment and card costs. In
addition to this, Bidder is also expected to cover the annual maintenance contract for a period
of seven years including enhancement related work. The real operating expense for SMC will
only kick-in after seven years if the contract is not extended and SMC decides to hand over the
operations to another bidder.
6. EVALUATION PROCESS
6.1 OPENING OF TECHNICAL BID/PROPOSAL
(i) The Authority shall open the Technical Proposals received to this RFP, at time, date and Place
specified in Clause 2.11.
(ii) The Authority will subsequently examine and evaluate Technical Proposals in accordance with
the provisions set out hereunder in clause 6.2.
6.2 EVALUATION OF TECHNICAL BID/PROPOSAL
The Bidders shall be required to submit documents as listed in this RFP document as per clause 4.4
along with supporting documents. The Authority shall examine and evaluate the Technical Bids as
per the evaluation steps specified below:
a) Test of Responsiveness for EMD, Timely and proper Submission
1) Prior to evaluation of Technical Proposals (i.e. Technical Proposal Evaluation Criteria),
the Authority shall determine whether each Bid/Proposal is responsive to the
requirements of the RFP. A Bid/proposal shall be considered responsive only if:
(i) It is submitted by the Bidders fulfilling the pre-qualification criteria.
(ii) It is received as per the format specified in RFP and prior to Proposal Date and
time.
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(iii) Technical and Financial Proposal along with the supporting documents are
received through RPAD/Speed Post only.
(iv) It is signed, sealed, and marked as specified in clause 4.3 and 4.4
(v) It contains all the information, Appendices, documents and Authorizations in
accordance with clause 4.4
(vi) It contains three separate sealed and marked envelopes for EMD, Technical
Proposal and Financial Bid.
(vii) It contains the EMD as per the amount, in formats and Validity Period as specified
in RFP.
(viii) It does not contain any condition.
(ix) It is not non-responsive in terms hereof and any other conditions specified
elsewhere in RFP.
2) The Authority reserves the right to reject any Proposal which is non-responsive and no
request for alteration, modification, substitution, or withdrawal shall be entertained by
the Authority in respect of such Proposal.
3) Evaluation of Technical Proposal Criteria of only those Bidders shall be carried out
whose Bids/proposals determined to be responsive.
b) Assessment of Technical Proposal Evaluation Criteria
1) The Bidder must meet Technical Proposal Evaluation Criteria specified in clause 5.1.
2) Evaluation of Price Proposal of only those Bidders meeting the Technical Evaluation
Criteria as above (1) shall be carried out.
6.3 OPENING OF FINANCIAL BID
(i) The Financial Bid must be submitted online at https://smc.nprocure.com. The Financial Bid, if
submitted physically will lead to rejection of the bid.
(ii) The Price Proposal of only the Bidders determined to be Responsive and meeting the Technical
Proposal Criteria in accordance with Clause 6.2, is declared “Technically Qualified Bidders”, shall
be opened in the presence of such of the Bidders and/or their authorized representatives who
choose to attend.
(iii) The Authority shall evaluate Price Proposal in accordance with the provision set forth in clause
5.3.
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6.4 CLARIFICATION OF BIDS AND REQUEST FOR ADDITIONAL/ MISSING
INFORMATION
To facilitate evaluation of Proposals, the Authority may, at its sole discretion, seek
clarifications/documents/missing information in writing from any Bidder regarding its Proposal. The
request for clarification or submission of information and the response shall be in writing. If the
response from the Bidder is not received by the Authority before the expiration of the deadline
prescribed in the written request, the Authority reserves the right to proceed with evaluation process
at the total risk and cost of the Bidder.
6.5 VERIFICATION AND DISQUALIFICATION
(i) The Authority reserves the right to verify all statements, information and documents submitted
by the Bidder in response to the RFP and the Bidder shall, when so required by the Authority,
make available all such information, evidence and documents as may be necessary for such
verification. Any such verification or lack of such verification, by the Authority shall not relieve
the Bidder of its obligations or liabilities hereunder nor will it affect any rights of the Authority
there under.
(ii) The Authority reserves the right to reject any Proposal and appropriate the EMD if:
1) At any time, a material misrepresentation in terms of misleading or false representation
is made or uncovered, or
2) Bidder or its parents/subsidiary/sister concerned from whom it is taking credit for
meeting Qualification Criteria is blacklisted/barred by any Government Agency in India
or abroad.
3) The Bidder does not provide, within the time specified by the Authority, the supplemental
information sought by the Authority for evaluation of the Proposal.
4) In case of fraudulent Bid/proposal and involved in fraudulent and corrupt practice as per
RFP Clause 8.
5) A Bidder makes an effort to influence Authority in its decisions on Evaluation
process/Selection process.
6) While evaluating the Proposal, if it comes To Authority’s knowledge expressly or implied,
that some Bidders may have compounded in any manner whatsoever or otherwise joined
to form an alliance resulting in distorting competitive price discovery or delaying the
processing of proposal.
7) Record of poor performance such as abandoning the work, rescinding of contract for
which the reasons are attributable to the non-performance of the Bidder, consistent
history of litigation awarded against the applicant or financial failure due to bankruptcy.
8) A bidder who submits or participates in more than one Bid/ Proposal under this RFP.
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Such misrepresentation/ improper response/blacklisting/record of poor performance shall lead
to the disqualification of the Bidder. If such disqualification / rejection occurs after the
Bids/Proposals have been opened and the Selected Bidder gets disqualified / rejected, then the
Authority reserves the right to:
a) invite the remaining Bidders to submit their Bids/proposals, or
b) take any such measure as may be deemed fit in the sole discretion of the Authority,
including annulment of the Bidding Process.
(iii) In case it is found during the evaluation of Proposals or at any time before signing of the
Contract or after its execution and during the period of subsistence thereof, that one or more
of the prequalification/eligibility criteria/ conditions have not been met by the Bidder, or the
Bidder has made material misrepresentation or has given any materially incorrect or false
information, the Bidder shall be disqualified forthwith if not yet appointed as the Selected Bidder
either by issue of the LOA or entering into of the Contract, and if the Successful Bidder has
already been issued the LOA or has entered into the Contract, as the case may be, the same
shall, notwithstanding anything to the contrary contained therein or in this RFP, be liable to be
terminated, by a communication in writing by the Authority to the Successful Bidder or the
Selected Bidder , as the case may be, without the Authority being liable in any manner
whatsoever to the Successful Bidder or the Selected Bidder. In such an event, the Authority shall
be entitled to forfeit and appropriate the EMD or Performance Guarantee, as the case may be,
without prejudice to any other right or remedy that may be available to the Authority under the
RFP and/or the Contract.
6.6 CONTACTS DURING PROPOSAL EVALUATION
Proposals shall be deemed to be under consideration immediately after they are opened and until
such time the Authority makes official intimation of award/ rejection to the Bidders. While the Bids
are under consideration, Bidders and/ or their representatives or other interested parties are advised
to refrain, save and except as required under the Bidding Documents, from contacting by any
means, the Authority and/ or their employees/representatives on matters related to the Bids under
consideration.
6.7 CORRESPONDENCE WITH BIDDER
Save and except as provided in this RFP, the Authority shall not entertain any correspondence with
any Bidder in relation to acceptance or rejection of any Bid/Proposal.
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6.8 CONFIDENTIALITY
Information relating to the examination, clarification, evaluation, and recommendation for the
Bidders shall not be disclosed to any person who is not officially concerned with the process or is
not a retained professional advisor advising the Authority in relation to, or matters arising out of, or
concerning the Bidding Process. The Authority will treat all information, submitted as part of the
Proposal, in confidence and will require all those who have access to such material to treat the same
in confidence. The Authority may not divulge any such information unless it is directed to do so by
any statutory entity that has the power under law to require its disclosure or is to enforce or assert
any right or privilege of the statutory entity and/ or the Authority or as may be required by law or
in connection with any legal process.
7. APPOINTMENT OF SELECTED BIDDER AND SIGNING OF
AGREEMENT
7.1 SELECTION OF BIDDER
Subject to the provisions of clause 5 and clause 6, the Bidder whose Bid is
- adjudged as responsive in terms of clause 6.2(a)
- meeting the Technical Proposal Evaluation Criteria as per clause 5.1 and clause 6.2(b) and
- whose Price Proposal offered, on evaluation as per clause 5.3 has been determined to be
Lowest and responsive as per clause 5.2(d),
shall be considered as the “Selected Bidder” for award of work after following due process including
negotiation.
7.2 NOTIFICATION OF AWARD
a) Prior to expiry of the Proposal Validity Period, Authority shall notify the Selected Bidder(s) as
the Successful Bidder through letter that its/their Bid has/have been accepted (the “Successful
Bidder(s)”). This letter (“Letter of Award”/ “LOA”) shall be issued, in duplicate and shall specify
the sum which the Authority shall pay to the Successful Bidder and sum that the Successful
Bidder shall pay to Authority in consideration of City Payment Card Project scope as per the
terms of Contract.
b) Successful Bidder shall, within 7 (seven) days of the receipt of the LOA, sign and return the
duplicate copy of the LOA in acknowledgement thereof. In the event the duplicate copy of the
LOA duly signed by the Successful Bidder is not received by the stipulated date, the Authority
may, unless it consents to extension of time for submission thereof, appropriate the Earnest
Money Deposit of such Bidder as damages on account of failure of the Successful Bidder to
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acknowledge the LOA, and the next Technically Qualified Bidders having determined Second
Lowest may be considered at sole discretion of Authority.
7.3 SIGNING OF LICENSE AGREEMENT
a) After acknowledgement of the LOA as aforesaid by the Successful Bidder, it shall cause the
Successful Bidder, subject to furnishing the Performance Guarantee and Consortium
Agreement as per clause 7.4 and 7.5, to execute/sign the Agreement within fourteen (14) days
from the date of LOA. The Successful Bidder shall not be entitled to seek any deviation,
modification or amendment in the Draft License Agreement.
b) The Draft copy of License Agreement is specified in Appendix 5.
c) The Successful Bidder shall get correct amount of Stamp Duty adjudicated, at Surat in
accordance with applicable law, and submit the same in two copies duly stamped and executed
within fourteen (14) days from the dispatch of Letter of Award. The Authority shall return one
copy duly sealed and signed as a token of acceptance of the Contract. Stamp Duty, and any
other charges as may be levied under applicable law, shall be paid by the Successful Bidder.
7.4 PERFORMANCE GUARANTEE
a) The Successful Bidder shall furnish Performance Guarantee to Authority for securing the due
and faithful performance of its obligations under the City Payment Card Project Agreement, on
or before the date of signing of Agreement (the “Execution Date”), an unconditional and
irrevocable bank guarantee for amount of Rs. 1,50,00,000 (Rupees One Crore Fifty Lakhs) in
favour of the “Surat Smart City Development Limited”, from any of Approved Banks to
Authority as per format provided in respect thereof in Appendix 4 (“Performance Guarantee”).
b) The Selected Bidder (after the signing of Agreement the Successful Bidder shall be termed as the
“Selected Bidder”) shall maintain a valid and binding Performance Guarantee for a period of
three months after the expiry of the Contract Period (“Validity Period”).
c) If the Bidder, fails to furnish the Performance Guarantee, it shall be lawful for the Authority to
forfeit the EMD and cancel the contract or any part thereof.
d) The Authority shall be entitled to forfeit and appropriate the amount of the Performance
Guarantee in whole or in part:
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i) In the event the Authority requires to recover any sum due and payable to it by the Selected
Bidder including but not limited to Damages; and which the Selected Bidder has failed to pay
in relation thereof; and
ii) In relation to Selected Bidder’s Event of Default in accordance with the terms contained in
the Agreement.
e) At any time during the Validity Period, the Performance Guarantee has either been partially or
completely been encashed by the Authority in accordance with the provision of the License
Agreement. The Selected Bidder shall within 15 (fifteen) days of such encashment either
replenish, or provide a fresh Performance Guarantee, as the case may be, failing which the
Authority shall be entitled to terminate this Agreement.
f) At the end of the License Period, the Performance Guarantee shall be returned to the Selected
Bidder without any interest, subject to any deductions which may be made by the Authority in
respect of any outstanding dues under the terms of the License Agreement.
7.5 ANNULMENT OF AWARD
Failure of the Successful Bidder to submission of Performance Guarantee and signing of Agreement
as per RFP terms and any other requirements and /or the provisions of RFP and the License
Agreement shall constitute sufficient grounds for the annulment of the award and forfeiture of the
Earnest Money Deposit.
7.6 TAX LIABILITY
(a) The rates quoted online in Price Proposal Appendix-2 shall be exclusive of Service Tax but
inclusive of any other directly or indirectly applicable taxes. Service Tax as applicable shall be
payable by the Authority to the Selected Bidder based on invoice raised and on submitting the
evidence of payment of such Service Tax. Any deviations due to change in the rate of directly
applicable taxes and duties except Service Tax would be Liability of the Selected Bidder.
(b) The Authority shall be entitled to deduct tax at source as may be applicable. The TDS
certificate(s) shall be submitted as per the due date specified in the Income Tax Act.
8. MISCELLANEOUS
8.1 FRAUDULANT AND CORRUPT PRACTICES
a) The Bidders and their respective officers, employees, agents, and advisers shall observe the
highest standard of ethics during the Bidding Process and subsequent to the issue of the LOA
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and during the subsistence of the Contract. Notwithstanding anything to the contrary contained
herein, or in the LOA or the Contract, the Authority may reject a Bid, withdraw the LOA, or
terminate the Contract, without being liable in any manner whatsoever to the Bidder, if it
determines that the Bidder or as the case may be, has, directly or indirectly or through an agent,
engaged in corrupt practice, fraudulent practice, coercive practice, undesirable practice or
restrictive practice in the Bidding Process. In such an event, the Authority shall be entitled to
forfeit and appropriate the EMD or Performance Guarantee, as the case may be, without
prejudice to any other right or remedy that may be available to the Authority under the Bidding
Documents and/ or the Contract, or otherwise. In case of cancellation of Contract, if already
awarded, Authority shall be entitled to recover from the Bidder the amount of any loss arising
from such cancellation in accordance with provisions of RFP Document.
b) Without prejudice to the rights of the Authority under sub Clause (a) hereinabove and the rights
and remedies which the Authority may have under the LOA or the Contract or otherwise if a
Bidder or Selected Bidder as the case may be, is found by the Authority to have directly or
indirectly or through an agent, engaged or indulged in any corrupt practice, fraudulent practice,
coercive practice, undesirable practice or restrictive practice during the Bidding Process, or after
the issue of the LOA or the execution of the Contract and/or otherwise, such Bidder or Selected
Bidder shall not be eligible to participate in any tender or RFP issued by the Authority during a
period of 2 (two) years from the date such Bidder or Selected Bidder as the case may be, is found
by the Authority to have directly or indirectly or through an agent, engaged or indulged in any
corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive
practices, as the case may be.
c) For the purposes of this Clause 8, the following terms shall have the meaning hereinafter
respectively assigned to them:
(i) “corrupt practice” means (i) the offering, giving, receiving, or soliciting, directly or
indirectly, of anything of value to influence the actions of any person connected with the
Bidding Process (for avoidance of doubt, offering of employment to or employing or
engaging in any manner whatsoever, directly or indirectly, any official of the Authority who
is or has been associated in any manner, directly or indirectly, with the Bidding Process or
the LOA or has dealt with matters concerning the Contract or arising there from, before or
after the execution thereof, at any time prior to the expiry of one year from the date such
official resigns or retires from or otherwise ceases to be in the service of the Authority, shall
be deemed to constitute influencing the actions of a person connected with the Bidding
Process); or (ii) engaging in any manner whatsoever, whether during the Bidding Process
or after the issue of the LOA or after the execution of the Contract, any person in respect
of any matter relating to the Project or the LOA or the Contract or otherwise, who at any
time has been or is a legal, financial or technical adviser of the Authority in relation to any
matter concerning the Project;
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(ii) “fraudulent practice” means a misrepresentation or omission of facts or suppression of
facts or disclosure of incomplete facts, in order to influence the Bidding Process;
(iii) “coercive practice” means impairing or harming, or threatening to impair or harm, directly
or indirectly, any person or property to influence any person’s participation or action in the
Bidding Process;
(iv) “undesirable practice” means (i) establishing contact with any person connected with or
employed or engaged by the Authority with the objective of canvassing, lobbying or in any
manner influencing or attempting to influence the Bidding Process; or (ii) having a Conflict
of Interest; and
(v) “restrictive practice” means forming a cartel or arriving at any understanding or
arrangement among Bidders with the objective of restricting or manipulating a full and fair
competition in the Bidding Process.
8.2 OTHERS
a) The Bidding Process shall be governed by, and construed in accordance with, the laws of India
and the Courts at Surat shall have exclusive jurisdiction over all disputes arising under, pursuant
to and/ or in connection with the Bidding Process.
b) The Authority, in its sole discretion and without incurring any obligation or liability, reserves the
right, at any time, to;
(i) Suspend and/ or cancel the Bidding Process and/ or amend and/ or supplement the
Bidding Process or modify the dates or other terms and conditions relating thereto;
(ii) consult with any Bidder in order to receive clarification or further information;
(iii) retain any information and/ or evidence submitted to the Authority by, on behalf of,
and/ or in relation to any Bidder; and/ or
(iv) Independently verify, disqualify, reject and/ or accept any and all submissions or other
information and/ or evidence submitted by or on behalf of any Bidder.
c) It shall be deemed that by submitting the Proposal , the Bidder agrees and releases the
Authority, its employees, agents and advisers, irrevocably, unconditionally, fully and finally from
any and all liability for claims, losses, damages, costs, expenses or liabilities in any way related
to or arising from the exercise of any rights and/ or performance of any obligations hereunder,
pursuant hereto and/ or in connection with the Bidding Process and waives, to the fullest extent
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permitted by applicable laws, any and all rights and/or claims it may have in this respect, whether
actual or contingent, whether present or in future.
d) Nothing contained in the RFP shall be construed or interpreted as constituting a partnership
between the Parties. Neither Party shall have any authority to bind the other in any manner
whatsoever.
e) The Selected Bidder shall be deemed to be acting as an independent contractor of Authority
and shall not be deemed an agent, legal representative, joint venture, or partner of Authority.
Neither party is authorized to bind the other to any obligation, affirmation, or commitment with
respect to any other person or entity.
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D. FORMATS FOR TECHNICAL PROPOSAL
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Appendix 1: CONTENTS AND FORMATS FOR TECHNICAL PROPOSALS
Form –1.1 : Covering Letter
(On letterhead of the Bidder, including full postal address, telephone, fax, email, addresses)
Date………………….
To,
General Manager (IT),
Surat Smart City Development Limited (SSCDL)
115, Smart City Cell, Surat Municipal Corporation - Head Quarter,
Muglisara, Main Road, Surat - 395003, Gujarat
Dear Sir,
1. Being duly authorized to represent and act on behalf of ………………….…….. (hereinafter “the
Bidder”), and having reviewed and fully understood all the information provided in the RFP
document, the undersigned hereby applies as a Bidder for the “RFP for Selection of FI for
Open Loop Smart Card Common City Payment System” Project.
2. Attached to this letter are certified copies of original documents defining:
(a) Incorporation as per the Companies Act along with Memorandum and Article of
Association, sales tax registration whichever is applicable.
(b) The Bidder’s principal place of business; and
(c) The place of incorporation; or the place of registration (or Income Tax registration).
(e) Required Earnest Money Deposit and Bid/RFP fees as specified in RFP and all
documents as specified in RFP in respective envelopes.
(f) Price Proposal online through https://smc.nprocure.com.
3. SSCDL and its authorized representatives are hereby authorized to conduct any inquiries
or investigations to verify the statements, documents, and information submitted in
connection with this application, and to seek clarification from client(s) regarding any
technical aspects hereof by way of letters or otherwise from any such institutions, in order
to verify statements and information provided in this application, or with regard to our
resources, experience, and competence.
4. This application is made in the full understanding that:
(a) Our Proposal and any information submitted at the time of bidding will be subject
to verification by SSCDL;
(b) SSCDL reserves the right to reject or accept any application, cancel the
qualification/Bid process, and reject all applications; and
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(c) SSCDL shall not be liable for any such actions as at (b) above and shall be under no
obligation to inform us of the grounds for the same.
5. We confirm that in the event our bid is successful resulting in award of contract, the same
will be:
(a) Signed so as to legally bind all the concerned jointly and severally; and
(b) Submitted with a consortium agreement providing the joint and several liabilities of
all partners/Consortium members in the event contract is awarded to us.
6. We confirm that we agree with the terms and conditions provided in RFP. The Proposal
submitted by us shall be valid for a period of Proposal Validity Period specified in RFP.
7. The Earnest Money Deposit of INR 20,00,000/- (Rs. Twenty Lakh) in the form of the Demand
draft
OR
50% amount shall be in the form of Demand Draft and 50 % amount shall be in the form
of Bank guarantee of any nationalized / scheduled banks with validity of 180 days beyond
the original validity period for the bid.
8. The undersigned declares that the statements made and the information provided in the
duly completed application is complete, true and correct in every detail.
Signature of Authorized Signatory (with official seal)
Name:
Designation:
Address:
Telephone & Fax:
E-mail address:
For and on behalf of (name of Consortium)
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Form –1.2 A : Format for Power of Attorney for Signing of the Proposal
(On a Stamp Paper of appropriate value)
(Applicable in case of bid not being signed by the person directly authorized by Board of the firm. In
the latter case, please provide a copy of the relevant Board Resolution signed by Company Secretary/
Director authorizing the Signatory.)
Dated:
To,
General Manager (IT),
Surat Smart City Development Limited (SSCDL)
115, Smart City Cell, Surat Municipal Corporation - Head Quarter,
Muglisara, Main Road, Surat - 395003, Gujarat
Dear Sir,
REF: RFP No. SSCDL-CityPaymentCard-RFP-01-2016
<Bidder’s name> ____________________________ hereby authorizes <Designated
Representative’s name> ____________________________ to act as a representative of <Bidder’s
name> ____________________________ for the following activities vide its Board Resolution/ Power
of Attorney attached herewith.
To attend all meetings with Surat Smart City Development Limited or other entities associated
with this project for Surat Municipal Corporation and to discuss, negotiate, finalize and sign any
bid or agreement and contract related to RFP for selection of Financial Institution for providing
Smart Card Based Eco System for unified city payments including Mobility, Recreational And
Amusement Areas of SMC, Municipal Bills, Utility Payments, Retail and other payments within
Surat City and subsequent Contract.
Yours faithfully,
<Signature of appropriate authority of the Bidder >
Name of appropriate authority of the Bidder:
<Signature and name of the Designated Representative of the Bidder for acceptance of this
Power of Attorney>
For
<Name of Bidder > Encl: Board Authorization
Notarised
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Form –1.2 B : Joint Bidding Agreement
The Bidder shall be required to submit Joint Bidding Agreement on Requisite Stamp Paper in case
Bidder is a Consortium. Such Agreement shall specify followings
(i) Clearly outline the proposed roles and responsibilities, if any, of each member;
(ii) Include a statement to the effect that all members of the Consortium shall be liable jointly and
severally for all obligations/Scope of Work in relation to the Project.
(iii) The role and responsibility of any member must be commensurate with the technical/financial
capabilities that such member is contributing towards meeting the qualification criteria. Each
consortium member is liable to contribute resources in terms of knowledge, skills, and trained
manpower commensurate with its role and responsibilities.
(iv) No change in composition of the Consortium shall be permitted during the Bidding Process and
during the Contract Period, in case the Project is awarded to the Consortium.
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Form –1.3 : Format to Share Bidder’s Particulars
Sr.
No.
Description Details (to be filled by the
responder to the RPF)
1 Name of the Financial Institution
2 Official address
3 Phone No. and Fax No.
4 Corporate Headquarters Address
5 Phone No. and Fax No.
6 Web Site Address
7 Details of Financial Institution’s Registration (Please
enclose copy of the financial institution registration
document)
8 Name of Registration Authority
9 Registration Number and Year of Registration
10 Sales Tax /VAT registration No.
11 Permanent Account Number (PAN)
12 Financial Institution’s Revenue for last 3 years (Year
wise)
13 Financial Institution’s Profitability for the last 3 years
(Year wise)
14 Registration details under the Companies Act 1956
15 No. of years of operation in India
16 Locations and addresses of offices in Gujarat
17 Locations, addresses and contact details of offices in
Surat
Please submit the relevant proofs for all the details mentioned above along with your Bid response.
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Contact Details of officials for future correspondence regarding the bid process:
Details Authorised Signatory Contact Person
Name
Title
Financial
Institution Address
Phone
Mobile
Fax
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Form –1.4 : Financial Capability Statement
{On Statutory Auditor’s letterhead}
I hereby declare that I have scrutinized and audited the financial statement of M/s________________.
Networth* and Turnover* of the bidder (name of the Bidder) as on 31st March, 2016 / 31st December,
2015 as per Audited statement is as follows:
Financial year Networth (INR Crore) Turnover (INR Crore)
2015-16
2014-15
2013-14
*To be provided from latest available Audited statement
__________________
(Signed and Sealed by the statutory auditor)
Enclosure:
(1) Copy of latest available Audited annual reports for last three years as applicable or as per Financial
Year/Calendar Year followed by the bidder firm.
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Form –1.5 A: Experience Statement
[Project Title]
(Attach separate sheet for each project)
A. Project Brief
B. Client (Name & Address)
C. Cost of the Project
D. Duration & period of the Project (including months since go-live)
E. Role & responsibility of the organization
F. Whether Project executed by forming Joint venture or Consortium with other organization (In
case of consortium provide share in consortium)
G. Other features of the Project
(details such as number of city-wide payment services catered, number of retail merchants, co-
branded partners, loyalty program, Top-Up Channels, PCI DSS Compliant payment, Central
Clearing House, Card Management System etc.)
H. Country in which it executed
I. Number of cards issued
J. Multiple instruments used for same purpose (prepaid, debit, credit, mobile etc.)
Enclosure:
Completion Certificates /Project Acceptance Certificate/ Purchase Order or Work Order duly
authenticated by the respective client be furnished.
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Form –1.5 B : Performance Statement
(Provide self-certification with supporting documents for each component)
A. Existing customer base in Surat (in numbers)
B. Existing PoS volume in Surat
C. Existing Loyalty partners present in Surat
D. Number of cards issued in Smart card based payment solution project for Transit system/Toll
Solution/ City wide payment solutions/any other project for which the Bidder has undertaken
(either implemented or in process of implementation) Card Services either as a single Bidder or
along with its Technical Partner (Card Hosting/ Clearing House Solution / establishing Top up
facilities through Banking Channels /and acted as a Co- Branded Partners and /or have retail
merchants)
E. Average daily volume of Card/ mobile based financial transactions (in number) in cards issued
in in Smart card based payment solution project for Transit system/Toll Solution/ City wide
payment solutions/any other project for which the Bidder has undertaken (either implemented
or in process of implementation) Card Services either as a single Bidder or along with its
Technical Partner (Card Hosting/ Clearing House Solution / establishing Top up facilities through
Banking Channels /and acted as a Co- Branded Partners and /or have retail merchants)
<Signature of appropriate authority of the Bidder>
Name of appropriate authority of the Bidder:
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Form –1.6 : Project execution Methodology
(Detailed Write up and presentation)
The technical proposal should explain the solution proposed by the Bidder and should highlight its
salient features (if any).
Sr.
No.
Content of Solution Overview
1 Understanding of the project and need requirements of SMC through followings
Overall understanding of system requirement with workflow explaining how the
proposed solution would meet the SMC requirement.
Solution & Proposed Architecture for Smart Card Eco System including product and
software selection criteria, integration mechanism and MIS.
Banking Services (i.e. specifically the payment gateway, net banking) to be hosted on
globally accepted certification for information security/SSL
2 Project Management Plan, Work Plan including tie up with capable Technical
Partner
3 USP of proposal in terms of followings
Approach in increasing penetration of City Payment Card Project through loyalty
program and other innovations - Marketing Plan
Innovation in Technology, Design
Existence in Surat in terms of customer base, PoS volume, loyalty brand associations
4 Timelines
5 Project Risk Identification and Mitigation Strategies
6 Relevant Experience highlighting Open Loop projects, Number of cards issued, volume
of transactions and usage of multiple instruments in transport/ ULB/ non-banking
services
Supporting Documents for Technical and Project Management Evaluation Criteria should be
submitted.
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Form –1.7 : Format for Proposed Equipment/Solution Data Sheets
Sr.
No.
Proposed Equipment/Solution Documents Remarks
(If any)
1. Name of Product/ Solution offered
2. Name of OEM
3. Model with Detailed Technical
Datasheets /Manufacturer’s
Authorisation
Data Sheets
4. Quality Assurance Details of the Bidders
internal quality assurance
activities and international
certifications received
5. Roles & Responsibility of proposed
Product/ Solution
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Form –1.8 : Undertaking
It is certified that the information furnished here in and as per the document submitted is true
and correct and nothing has been concealed or tampered with. We have gone through all the
conditions of tender and is liable to any punitive action for furnishing false information /
documents.
Dated this _____ day of ____________________ 201_.
Signature
(Company Seal)
__________________
In the capacity of duly authorized to sign bids for and on behalf of:
Signed by
Authorized Signatory with designation
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Form –1.9 : Format for Declaration by the bidder for not being Blacklisted / Debarred
{To be submitted on a 100-rupee stamp paper by single bidder / both members of consortium
separately}
Anti-Blacklisting Affidavit
I M/s. ………………………, (the names and addresses of the registered office) and our
Parent/Subsidiary/Sister concern from which we have under taken credit for meeting the
Technical Proposal Evaluation Criteria hereby certify and confirm that our company(ies) is(are)
not black-listed / debarred by any of the Government or Public Sector Units in India or abroad
as on the date of the submission of the tender.
We further confirm that we are aware that our Proposal for the captioned Project would be liable
for rejection in case any material misrepresentation is made or discovered with regard to the
requirements of this RFP at any stage of the Bidding Process or thereafter during the agreement
period. Dated this ……………………..Day of …………………., 201_
Name of the Bidder
Signature of the Authorized person
Name of the Authorized Person
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Form –1.10 : Non-Disclosure Agreement
{To be given on the Company’s Letter Head}
WHEREAS, we, _______________________________________________________________, having Registered Office
at __________________________________, hereinafter referred to as the Bidder, are agreeable to provide City
Payment Card Project services to SSCDL, having its office at 115, Smart City Cell, Surat Municipal
Corporation - Head Quarter, Muglisara, Main Road, Surat - 395003, Gujarat hereinafter referred to as
the AUTHORITY and,
WHEREAS, the Bidder understands that the information regarding the AUTHORITY’s card business
shared by the AUTHORITY in their Request for Proposal is confidential and/or proprietary to the
AUTHORITY, and
WHEREAS, the Bidder understands that in the course of submission of the offer for End To End
Management of Open Loop Smart Card Common City Payment System Project implementation
and/or in the aftermath thereof, it may be necessary that the Bidder may perform certain jobs/duties
on the Authority’s properties and/or have access to certain plans, documents, approvals or information
of the Authority; NOW THEREFORE, in consideration of the foregoing, the Bidder agrees to all of the
following conditions, in order to induce the AUTHORITY to grant the Bidder specific access to the
AUTHORITY’s property/information. The Bidder will not publish or disclose to others, nor, use in any
services that the Bidder performs for others, any confidential or proprietary information belonging to
the AUTHORITY, unless the Bidder has first obtained the AUTHORITY’s written authorization to do so.
The Bidder agrees that notes, specifications, designs, memoranda and other data shared by the
AUTHORITY or, prepared or produced by the Bidder for the purpose of submitting the offer to the
AUTHORITY for the said solution, will not be disclosed to during or subsequent to submission of the
offer to the AUTHORITY, to anyone outside the AUTHORITY.
The Bidder shall not, without the AUTHORITY’s written consent, disclose the contents of this Request
for Proposal (Bid) or any provision thereof, or any specification, plan, pattern, sample or information
(to be) furnished by or on behalf of the AUTHORITY in connection therewith, to any person(s) other
than those employed/engaged by the Bidder for the purpose of submitting the offer to the Authority
and/or for the performance of the Contract in the aftermath. Disclosure to any employed/engaged
person(s) shall be made in confidence and shall extend only so far as necessary for the purposes of
such performance.
Date: Signature with Seal :
Name :
Designation :
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Form –1.11 : List of Subcontractor
Sr. No. Role Name of
Subcontractor
Product/ Services
offered
Responsibility
*Contact details of sub-contractor shall be provided
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Form –1.12 : Check-list for Technical proposal compliance to RFP requirements
Sr.
No.
Requirements covered in Technical Proposal Y / N
1 Blank card procurement
2 Card pre-personalizer
3 Card personalizer
4 Card Management System
5 Mobile application development
6 Wallet Software
7 Courier and logistics
8 Card loading
9 Helpdesk
10 Online payment gateway
11 UID E-KYC Interface
12 Loyalty, Fraud, and Risk Management
13 PoS/ Validator provision
14 Central Clearing House
15 Reconciliation and Settlement back office
16 Dispute resolution
17 DR & BCP
18 Merchant Management
19 Customization of validators
20 SMC- domain integration, MIS, and Dashboard
21 Field training and maintenance
22 Hardware Management
23 Consumables
24 Admin console for SMC to define charges
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CONTENTS AND FORMAT OF
PRICE PROPOSAL
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Appendix 2: CONTENT AND FORMAT OF PRICE PROPOSAL
[Note: Must be submitted online, not to be sent physically]
Date………………….
To,
General Manager (IT),
Surat Smart City Development Limited (SSCDL)
115, Smart City Cell, Surat Municipal Corporation - Head Quarter,
Muglisara, Main Road, Surat - 395003, Gujarat
Subject: Submission of Price Proposal for RFP for selection of financial institution for providing smart
card based Eco System for unified city payments including mobility, recreational and
amusement areas of SMC, municipal bills, utility payments, retail and other payments within
Surat city
Dear Sir,
I/We, the undersigned Bidder, have read and examined in detail all the bidding documents in respect
of selection of financial institution for providing smart card based Eco System for unified city payments
including mobility, recreational and amusement areas of SMC, municipal bills, utility payments, retail
and other payments within Surat city.
We fully understand and agree to the scope of work, our roles and responsibilities, obligations, risks
involved and terms and conditions specified in RFP documents. I/We undertake to design,
development, implementation, operation, maintenance, and management of the project on Built,
Operate and Transfer basis as per the terms of the RFP. Following is our financial offer for undertaking
this project.
Percentage of income generated from the co-branded card based transactions in SMC Merchant
Services which SSCDL/Authority shall share with Selected Bidder.
Table-A: Transaction Cost to be paid by SSCDL & Cost of Card Personalization (if any)
Parameter Quote of the Bidder
Percentage of income generated from the co-branded card
based transactions in SMC Merchant Services which
SSCDL/Authority shall share with Selected Bidder (%)
<to be filled online only>
Per card personalization charges (INR) <to be filled online only>
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 67 of 78
Table-B: Revenue Share by the Bidder to SSCDL
Revenue Year <to be filled online only>
Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7
Revenue share for the Authority Rt
(INR) {for t=1 to 7}
Total Revenue share with Authority
over license period (INR)
Rt {for t=1 to 7}
NPV (INR) = Rt/(1+i)t] {for t=1 to 7}
Notes:
a) The rate of discounting factor (i) shall be 10% for determination of NPV and all amounts should
be in INR.
b) The rates quoted online in Price Proposal Appendix-2 shall be exclusive of Service Tax but
inclusive of any other directly or indirectly applicable taxes. Service Tax as applicable shall be
payable by the Authority to the Selected Bidder based on invoice raised and on submitting the
evidence of payment of such Service Tax. Any deviations due to change in the rate of directly
applicable taxes and duties except Service Tax would be Liability of the Selected Bidder.
c) The Authority shall be entitled to deduct tax at source as may be applicable. The TDS
certificate(s) shall be submitted as per the due date specified in the Income Tax Act.
d) Evaluation of Price Proposal shall be carried out as per the method specified in clause 5.3.
e) Selected Bidder shall have to provide revenue model as per direction of the Authority.
f) Either Party shall make Payment quarterly as per the terms specified in Draft License
Agreement.
g) The revenue share for the Authority Rt (INR) quoted in the above format will be considered as
final amount payable to SMC by the selected bidder irrespective of actual revenue generated
by the selected bidder.
Thanking you.
Yours faithfully,
Name and Signature of the Authorised Person
Seal:
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 68 of 78
Address and contact number:
Appendix 3: PROFORMA OF BANK GUARANTEE FOR EARNEST MONEY DEPOSIT1
{On bank’s letterhead with adhesive stamp}
To,
General Manager (IT),
Surat Smart City Development Limited (SSCDL)
115, Smart City Cell, Surat Municipal Corporation - Head Quarter,
Muglisara, Main Road, Surat - 395003, Gujarat
This Deed of Guarantee is made on this ______day of __________, 201_ at ________________ by
__________________ an Approved Bank within the meaning of the Reserve Bank of India Act and
constituted under the Banking Companies Acquisition and Transfer of Undertakings Act, 1970/1980
and having its Head Office/Registered Office at _______________ and a Branch Office at ______________,
(hereinafter referred to as “the Bank” or “the Guarantor”, which expression shall unless it be repugnant
to the subject or context hereof be deemed to include its successors and assigns) in favour of “Surat
Smart City Development Limited” having its Office at __________(hereinafter referred to as “SSCDL”
which expression shall unless it be repugnant to the subject or context hereof be deemed to include
its successors and assigns).
WHEREAS, the SSCDL undertook the process of competitive bidding in order to select the most
desirable firm/company for_______________(RFP Name), for which purpose SSCDL issued a Request for
Proposal (“RFP”) document inviting Bids from the Bidders;
WHEREAS, _______________(name of Bidder) (hereinafter called “the Bidder”) has submitted his Bid dated
_______________ (date) for the execution of the Works (hereinafter called “the Bid”).
In the event of any breach or non-performance of the following terms and conditions contained in the
RFP document:
(1) If the Bidder withdraws or modifies his Bid during the period of Proposal Validity specified in
the RFP; or
(2) If the Bidder refuses to accept the correction of errors in his Proposal; or
(3) If the Bidder submits a conditional Proposal which would affect unfairly the competitive
provision of other Bidders who submitted substantially responsive Bids and/or is not accepted
by SSCDL, or
1 Issued by Nationalized / Scheduled Indian Banks only.
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 69 of 78
(4) If the Bidder, having been notified of the acceptance of his Proposal by the SSCDL during the
period of Bid validity and the bidder fails or refuses to execute the Agreement in accordance
with the RFP documents;
The Guarantor agrees absolutely, irrevocably and unconditionally guarantees and undertakes to pay
to SSCDL a sum of Indian Rupees ________ (Rupees__________________) without any protest or demur and
upon receipt of first written demand from SSCDL, without having to substantiate his demand, provided
that in his demand SSCDL will note that the amount claimed by it is due to it owing to the occurrence
of any one or more of the conditions, specifying the occurred condition or conditions.
This Guarantee will remain in force up to and including the date 180 days after the date of expiration
of the Bid Validity (i.e. 360 days from Proposal Due Date) or as it may be extended by the bidder on a
written request by SSCDL, notice of which extension(s) to the Bank is hereby waived. Any demand in
respect of this Guarantee should reach the Bank not later than the above date.
The jurisdiction in relation to this Guarantee shall be the Courts at Surat and Indian Law shall be
applicable.
The claim in respect of this Bank Guarantee shall be admissible at any of our Surat Branches.
IN WITNESS WHEREOF the Guarantor has executed this Guarantee on this _______ day of
_______________and year first herein above written.
Signed and delivered by the above named
________________Bank by its Authorized
Signatory as authorized by Board Resolution
passed on ______/
Power of Attorney dated […………]
________________
Authorized Signatory
Name:
Designation:
In the presence of:
1.
2.
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 70 of 78
Appendix 4: PERFORMANCE GUARANTEE PROFORMA OF BANK GUARANTEE FOR PERFORMANCE GUARANTEE2
(On Bank’s Letterhead with Adhesive Stamp)
To,
General Manager (IT),
Surat Smart City Development Limited (SSCDL)
115, Smart City Cell, Surat Municipal Corporation - Head Quarter,
Muglisara, Main Road, Surat - 395003, Gujarat
1. KNOW ALL MEN by these presents that we ____________________ of
____________________(Name and address of Bank) having our registered office at _________________
(hereinafter called “the bank”) are bound unto Surat Smart City Development Limited (SSCDL)
(hereinafter called “the Owner”) in the sum of INR ---------- (Rupees ----------------- only) for which
payment will and truly to be made to the said Owner, the Bank binds itself, its successors and
assigns by these present.
2. Whereas a Letter of Acceptance No. ___________ dated _______ has been issued by Surat Smart City
Development Limited (SSCDL), to ........................... (NAME OF SERVICE) (Hereinafter called “the City
Payment Card Project Selected Bidder”) for execution of the City Payment Card Project.
3. AND WHEREAS the City Payment Card Project Selected Bidder is required to furnish a Bank
Guarantee for the sum of INR__________) towards Performance Guarantee for the said City Payment
Card Project.
4. AND WHEREAS__________________ (Name of Bank) have, at the request of the City Payment Card
Project Selected Bidder, agreed to give this guarantee as hereinafter contained without demur.
5. We further agree as follows:
(a) That the guarantee hereinbefore contained shall not be affected by any change in the constitution
of our Bank or in the constitution of the City Payment Card Project Selected Bidder.
(b) That any account settled between the SSCDL and the Selected Bidder shall be conclusive evidence
against us of the amount due hereunder and shall not be questioned by us.
(c) That this guarantee commences from the date hereof and shall remain in force for a period of
______ days.
(d) That the expression ‘the City Payment Card Project Selected Bidder/Selected Bidder and the Bank’
herein used shall, unless such an interpretation is repugnant to the subject or context, include their
respective successor and assigns.
2 Issued by Nationalized / Scheduled Indian Banks only.
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 71 of 78
6. The Conditions on this obligation are:
(i) If the City Payment Card Project Selected Bidder fails or refuses to enter into the License Agreement
within the time limit specified in the Letter of Acceptance.
(ii) If the Selected Bidder fails to perform its obligations under the License Agreement to be entered
into between SSCDL and the Selected Bidder pursuant to issuance of Letter of Acceptance by
SSCDL to Selected Bidder.
We undertake to immediately pay to the SSCDL in Surat the above amount upon receipt of its first
written demand, without the SSCDL having to substantiate his demand provided that in its demand,
the SSCDL will note that the amount claimed by it is due to it owing to the occurrence of any one or
more of the conditions (i) & (ii) mentioned above, specifying the occurred condition or conditions.
SIGNATURE OF THE WITNESS
NAME OF THE WITNESS
________________________,
ADDRESS OF THE WITNESS
________________________
SIGNATURE OF AUTHORIZED OFFICIAL OF THE BANK
NAME OF OFFICIAL______________________
DESIGNATION__________________________
STAMP/SEAL OF THE BANK
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 72 of 78
Appendix 5: LICENSE AGREEMENT
This agreement made on the <Day> day of <Month, Year> between the GM (IT) of the Surat Smart
City Development Limited, Muglisara, Surat 395003 (hereinafter called the “Authority”) of the FIRST
PART and ______________________________________________________________________ (Name of Bidder) having
its registered office at __________________________________________________ (Address of the company where
registered) (hereinafter called “Successful Bidder” of the SECOND PART) through < Name of
Authorized Representative>, < Designation > empowered to sign and execute the agreement as the
SECOND PART which shall include successors assigns.
Whereas the FIRST PART the Authority is desirous in view of a tender (bid) notice no. SSCDL-
CityPaymentCard-RFP-01-2016 that the services/equipments/devices as per the financial quote in the
proposal submitted by the bidder should be provided by the SECOND PART. <<Approving
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 73 of 78
authority>> of the Authority by its resolution no. <> dated <> has accepted a tender of the Successful
Bidder for the work of City Payment Card Project for the sum of Rs. <> + Service Tax for a period of 7
years with this agreement for < > percentage of income generated from the co-branded card based
transactions in SMC Merchant Services and Per card personalization charges of INR _____.
SECOND PART agrees to share _____________ (INR) total revenue with FIRST PART the Authority over
license period of 7 years as submitted in Financial Proposal.
AND WHEREAS the work has been awarded to the SECOND PART vide letter <>, dated <>.
AND WHEREAS the SECOND PART has agreed for City Payment Card Project vide its bid.
Now this agreement witnesseth as follows:
1. The following documents shall be deemed to form part and be read and considered as part of
this agreement. viz
a. The said Request for Proposal – SSCDL-CityPaymentCard-RFP-01-2016 of the FIRST PART.
b. Addendum & Corrigendum to the RFP (if any)
c. Technical and Financial Proposal submitted by the SECOND PART
d. LOA issued by FIRST PART
e. Non-Disclosure Agreements
2. In this agreement, words and expressions shall have the same meaning as are respectively
assigned to them in the tender papers hereinabove referred to.
3. The SECOND PART will deliver the Scope of Work/Services as detailed in the RFP SSCDL-
CityPaymentCard-RFP-01-2016.
4. In consideration of the payments to be made by the Authority, the FIRST PART to the Successful
Bidder, the SECOND PART as hereby covenants with the Authority to provide services and
deliverables in conformity to the bid documents referred as per the RFP. In case of failure of the
Successful Bidder to deliver the products/services, the Authority is authorized to get the work
done from third party at the cost and risk of the SECOND PART.
5. The Authority and the Successful Bidder shall make payments to either party in accordance with
the provisions of the Request for Proposal. All other terms and conditions shall be as per the RFP.
6. The contract shall be governed by the Laws in India and shall be subject to the Jurisdiction of
Surat.
IN WITNESS WHEREOF the parties mentioned hereinbefore cause this agreement to be signed and
hereunto set their respective hands and seals through their authorized representatives on the day,
month and year first above written at SURAT.
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 74 of 78
In presence of:
1. Witness _______________________
Name _______________________
2. Witness _______________________
Name _______________________
For and on behalf of
(< Name >)
Designation of Authorized Representative
Surat Smart City Development Limited
_______________
(< Name >)
Designation of Authorized Representative
Surat Smart City Development Limited
1. Witness _______________________
Name _______________________
2. Witness _______________________
Name _______________________
For and on behalf of
Successful Bidder
_______________
(< Name >)
Designation of Authorized Representative
Sealed with the Common Seal of the Surat Smart City Development Limited in the presence of
1. ______________________
2. ______________________
Authorized Persons of SSCDL
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 75 of 78
Appendix 6: BILL OF QUANTITIES [Note: Must be submitted online, not to be sent physically]
This section comprises of Bill of Quantities required in each service area. The Bidder shall have to
provide rates, make and Models for each BOQ item in separate envelope along with Originals of
Technical Proposal.
For BRTS and City Bus, following validators/ PoS are being installed by AFC vendor. Bidder needs to
update the kernel and get it certified in coordination with AFC vendor. Below are the number of
validators and PoS being installed at BRTS and city bus:
Sr.
No.
Item No. of Units
1 Point of Sell Machines at BRT Bus Stations (POS) 171
2 Station card validator for access barriers to be installed on flap gates/barrier
at BRT Bus stations – Hardware Component
342
3 ETM Handheld/ETM with printer for barcoded ticket issuance and reader,
Valuators for smartcard readers for City Buses
440
4 Pole based Entry/Exit Smart Card Validator for City Buses -Hardware
Component
400
For other use cases, i.e. SMC city center, One-time payments like in Science Center etc., pay & park
facilities and membership based use cases like Library, Swimming Pool, it would be Bidder’s
responsibility to provide PoS/ Validators. Also, for the period of contract, Bidder would be responsible
to integrate the validators for any new developments of SMC services within the scope of current
contract.
Card readers, printers and POS machines need to be installed for the services provided by SMC located
in various parts of Surat. Over the years, the total number of units providing these services is expected
to grow taking various factors into account. Based on this assumption, cost quoted by Bidder in BOQ
would be considered by Authority for any additional quantities over and above mentioned in BOQ as
and when requested by Authority through Request Order. Hardware supplies to services like hawkers,
hotels, shops and malls, and auto-rickshaws is outside SMC purview.
Card forecasting is done based on the assumption that growth rates will be different for different years
based on the adoption cycle of the market. This considers that in the initial two years, there will be
early adopters (assumed 0.1% of the population in 2016) willing to try the new service while the service
itself may face some hiccups and hence market will see a slow growth rate. While for 3-5 years, there
will be a steep growth and for the 6th and 7th year, the market will tend to saturate with still a small
growth rate as the population will have risen by then. Bidder may come up with its own forecasting
model for computation of its financial bid.
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 76 of 78
7-year Plan
Year Year 1
(2017)
Year 2
(2018)
Year 3
(2019)
Year 4
(2020)
Year 5
(2021)
Year 6
(2022)
Year 7
(2023)
People possessing
personalized card
29,314 58,628 2,53,618 10,97,119 21,94,237 24,13,661 26,55,028
Card growth projection
Note: Projections above for personalized cards are based on a combination of linear and non-linear
models and may not match the actual figures.
Total Combined Bills of Quantities for Open Loop Smart Card Common City Payment Project
The Bidder shall have to provide rates, make and Models for each BOQ item along with O&M
costs for year-1 to year-7 online only. It is to be noted that rates of the BoQ items shall not be
taken in Price Proposal Evaluation, but will be considered at a later stage when additional
requisition has to be given by the Authority. The specifications of the BOQ items need to be
attached with Appendix 6.
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 77 of 78
BOQ Items [Note: Must be submitted online, not to be sent physically]
Sr.
No.
Item Make/ Model Qty Rate
per
unit
(Rs.)
Tax
(Rs.)
Amount
(Rs.)
O&M Cost in INR (inclusive of Taxes)
Year
1
Year
2
Year
3
Year
4
Year
5
Year
6
Year
7
Hardware Items
1 POS machines with
functionality to pay,
to map & read SMC
domain system info.
to/from card and to
top-up card
175
2 Wireless POS
machines (with
battery backup) with
functionality to pay
250
3 Turnstile with
validator at Entry and
Exit gates of
“members only” Pool
Area
30
4 EMV Compliant
Smart Cards
6,00,000
Software items
1 Card Management
System
1
2 Clearing House
Solution
1
3 Web portal - Internet
Payment Gateway
1
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 78 of 78
4 Payment Wallet/
Mobile Recharge
1
5 Integration with SMC
domain systems, MIS
and Dashboard,
biometric/ iris readers
1
6 Integration of FI’s
command centre with
SMC command and
control centre
1
7 Admin console for
SMC to define
charges or concession
groups
1
8 Validators/ acquiring
terminals software
components
1
9 Security/Firewall, DR/
BCP, etc.
1
Notes:
1. Apart from the above stated quantity, necessary infrastructure as per Clause No. 1.6.5 at approx. 1000 service delivery touch points
outside SMC environment to be setup by the selected bidder.
2. The printing facility including consumables must be provided by the bidder at every POS terminal either incorporated in validator or
attached printer for ticket issuance and receipt generation. The BOQ for such items needs to be provided by the bidder.
3. Any other item specified in RFP Part 2 and not mentioned in herein above shall also be considered as part of Bills of Quantities. The
Bidder shall have to mention rates of such line items separately in the online price bid form.
4. It is to be noted that rates of the BoQ Hardware items (EMV Compliant Smart Cards excluded) and O&M shall not be taken in Price
Proposal Evaluation. These rates will be used for additional quantities over and above mentioned herein as and when requested by
Authority through Request Order. However, no separate Request Orders will be issued for ‘EMV Compliant Smart cards’ and ‘POS
machines for add value, card issuance and Ticket issuance’ by the Authority and it is solely Selected Bidder’s responsibility to issue
more cards in future and develop the Smart Card Eco System.
Selection of Financial Institution for Providing Smart Card Based Eco System for
Unified City Payments Including Mobility, Recreational and Amusement Areas of
SMC, Municipal Bills, Utility Payments, Retail and Other Payments within Surat City
PART 2 – SCOPE OF SERVICES AND TECHNICAL SPECIFICATIONS
RFP No.: SSCDL-CityPaymentCard-RFP-01-2016 Last date (deadline) for online Price Bid Submission: 15.12.2016 Last date (deadline) for Technical Bid Submission: 19.12.2016
RFP for Selection of Financial Institution for Open Loop Smart Card Common City Payments System
Invited by
Surat Smart City Development Limited 115, Smart City Cell, Surat Municipal Corporation,
Muglisara, Main Road, Surat – 395003, Gujarat
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 1 of 79
EXECUTIVE SUMMARY Surat Municipal Corporation (SMC) has a unique vision to empower residents and visitors of
Surat city to look at a new paradigm of payment and identification. The project which was
trialed earlier now is gaining momentum and under the ‘Smart Cities’ initiative from
government of India, SMC wishes to showcase this project to the nation. The project named
‘City Payment Card’ is a unified payment and identification mechanism riding on the popularity
of contactless card technology. It aims to simplify the life for all residents and visitors of the
city by addressing common issues such as lack of proper change while making payments, high
queuing times at public places to access amenities and the need to carry multiple cards for
identification, membership etc.
The Co-branded card itself would be available in two broad categories –Prepaid card and debit
/ credit card. The prepaid cards can be non-personalized general cards or personalized cards.
Further, there should be flexibility to ensure targeted benefits for groups such as students,
senior citizens, Economic Weaker Section (EWS), SMC employees, tourists or other concession
groups as defined by SMC from time to time. The card once issued would contain all pertinent
information related to the cardholder and permit them to use the card for making payments
and establishing identity and membership status at select facilities along with provision of
mobile wallet for cashless electronic transfer and for card to card transfer using mobile wallet.
SMC also envisages concepts like cashback and rewards to accelerate the acceptance of these
cards in the city.
To provide the best of services to the residents and visitors, SMC wants to attract the best of
talent from leading financial institutions who have rich experience in running similar initiatives.
The implementation plans hence would be tendered and the party which meets all relevant
requirements with the highest total financial score would be awarded the contract. The parties
who respond to the RFP are expected to manage the entire program end-to-end including
supply of manpower, related equipment such as printers, access control gates etc.
In the entire City Payment Card ecosystem, SMC is at the core of the structure as service
provider. The Financial Institution along with their technology/ consortium partner(s) (if any)
would act as card issuer and reload agent and would be the party which responds and wins
this tender, referred to as FI throughout this document. IBM functioning as the Project
Management Consultant (PMC) is the third and final member of the ecosystem. The
Automated Fare Collection System (AFCS) for BRTS and city buses have been awarded to NEC
Corporation and will be considered within SMC scope for this document.
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 2 of 79
TABLE OF CONTENTS
EXECUTIVE SUMMARY ........................................................................................................ 1
TABLE OF CONTENTS .......................................................................................................... 2
TABLE OF FIGURES ............................................................................................................... 4
1 INTRODUCTION ................................................................................................................. 5
2 CITY PAYMENT CARD ECOSYSTEM .............................................................................. 6
2.1 OVERARCHING PRINCIPLES ...................................................................................................................... 6
2.2 AS- IS SITUATION ASSESSMENT ............................................................................................................... 8
2.3 TO-BE SITUATION ASSESSMENT .............................................................................................................. 8
3 FUNCTIONAL SPECIFICATIONS ................................................................................... 11
3.1 INITIAL ROLL-OUT AND ADOPTION .................................................................................................... 12
3.2 TYPES OF CARDS AVAILABLE FOR CITIZENS ..................................................................................... 13
3.3 VALIDATORS/POS TERMINAL TYPES .................................................................................................. 16
3.4 USAGE POINTS ........................................................................................................................................... 17
3.4.1 Unique Financial Applications ............................................................................................ 17
3.4.2 One-time entrance fee / charges ...................................................................................... 17
3.4.3 Merchant Financial Use Cases ............................................................................................ 18
3.4.4 Validation/Authentication only ......................................................................................... 18
3.4.5 Non-Functional Requirements ............................................................................................ 19
3.4.6 Card Data Migration Requirements ................................................................................. 20
3.4.7 Scope of Work/Roles and Responsibilities ................................................................... 20
4 KPIS AND MIS REQUIREMENTS .................................................................................. 24
4.1 KEY PERFORMANCE INDICATORS ........................................................................................................ 24
4.2 SERVICE LEVEL AGREEMENTS ............................................................................................................... 26
4.3 MIS REQUIREMENTS ................................................................................................................................ 26
5 TECHNICAL SOLUTION .................................................................................................. 27
5.1 REFERENCE SYSTEM ARCHITECTURE ................................................................................................... 29
5.2 NETWORK & INFRASTRUCTURE REQUIREMENTS ........................................................................... 30
5.3 INTEGRATION REQUIREMENTS WITH OTHER SYSTEM ................................................................... 32
6 PROJECT IMPACT ............................................................................................................ 33
6.1 SOCIAL .......................................................................................................................................................... 33
6.2 ECONOMIC .................................................................................................................................................. 34
6.3 ENVIRONMENTAL ...................................................................................................................................... 34
7 ENDING NOTES ................................................................................................................ 35
APPENDIX I ........................................................................................................................... 36
APPENDIX I.I - CARD ISSUANCE PROCESS .............................................................................................. 36
APPENDIX I.II - CARD LOADING PROCESS .............................................................................................. 40
APPENDIX I.III - AUTHENTICATION USAGE PROCESS ......................................................................... 43
APPENDIX I.IV - PAY AND ACCESS USAGE PROCESS .......................................................................... 45
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SURAT SMART CITY DEVELOPMENT LTD. Page 3 of 79
APPENDIX I.V - BRTS CASH LOAD USAGE PROCESS .......................................................................... 48
APPENDIX I.VI - BRTS USAGE PROCESS ................................................................................................. 51
APPENDIX I.VII - PAY ONLY USAGE PROCESS ...................................................................................... 54
APPENDIX I.VIII - MEMBERSHIP USAGE PROCESS ............................................................................... 57
APPENDIX I.IX - TRANSPORT USAGE PROCESS ..................................................................................... 60
APPENDIX I.X - MOBILE USAGE (W I-F I) PROCESS .............................................................................. 63
APPENDIX I.XI - MOBILE VALIDATOR USAGE PROCESS D IAGRAM ................................................ 66
APPENDIX I.XII - CASHBACK SCENARIO PROCESS D IAGRAM .......................................................... 69
APPENDIX I.XIII – RETAIL PAYMENT PROCESS D IAGRAM ................................................................. 72
APPENDIX I.XIV – REFUND SCENARIO PROCESS D IAGRAM ............................................................. 75
RFP for Selection of FI for Open Loop Smart Card Common City Payments System
SURAT SMART CITY DEVELOPMENT LTD. Page 4 of 79
TABLE OF FIGURES FIGURE 1 - A SIMPLE CONTACTLESS CARD AND READER 5
FIGURE 2 - OVERARCHING PRINCIPLES 6
FIGURE 3 - ECOSYSTEM 7
FIGURE 4 - LIFECYCLE OF CARD USAGE FOR CITIZENS 11
FIGURE 5 - ADOPTION LIFECYCLE 12
FIGURE 6 - CITY PAYMENT CARD FRONT DESIGN 13
FIGURE 7 - GENERAL CITY PAYMENT CARD (GRAY IN COLOR) 14
FIGURE 8 - PERSONALIZED CITY PAYMENT CARD 15
FIGURE 9 - READERS AND VALIDATORS TYPES 16
FIGURE 10 - CITY PAYMENT CARD REFERENCE SYSTEM ARCHITECTURE 29
FIGURE 11 - CITY PAYMENT CARD INTEGRATION COMPONENTS 32
FIGURE 12 - SOCIAL IMPACT OF DIGITAL CURRENCY 33
FIGURE 13 - ECONOMIC IMPACT OF DIGITAL CURRENCY 34
FIGURE 14 - ENVIRONMENTAL IMPACT OF DIGITAL CURRENCY 34
FIGURE 15 - PHASED APPROACH 35
FIGURE 16 - CARD ISSUANCE PROCESS 36
FIGURE 17 - CARD LOADING PROCESS DIAGRAM 40
FIGURE 18 - AUTHENTICATION USAGE PROCESS DIAGRAM 43
FIGURE 19 - PAY AND ACCESS USAGE PROCESS DIAGRAM 45
FIGURE 20 - BRTS CASH LOAD USAGE PROCESS DIAGRAM 48
FIGURE 21 - BRTS USAGE PROCESS DIAGRAM 51
FIGURE 22 - PAY ONLY USAGE PROCESS DIAGRAM 54
FIGURE 23 - MEMBERSHIP USAGE PROCESS DIAGRAM 57
FIGURE 24 - TRANSPORT USAGE PROCESS DIAGRAM 60
FIGURE 25 - MOBILE USAGE (WI-FI) PROCESS DIAGRAM 63
FIGURE 26 - MOBILE VALIDATOR USAGE PROCESS DIAGRAM 66
FIGURE 27 - CASHBACK SCENARIO PROCESS DIAGRAM 69
FIGURE 28 - RETAIL PAYMENT PROCESS DIAGRAM 72
FIGURE 29 - REFUND SCENARIO PROCESS DIAGRAM 75
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1 INTRODUCTION Surat Municipal Corporation (referred to as SMC henceforth), has a unique vision of digitizing
their city-wide services. Payment digitization is one of the first and most important steps
involved in empowering their citizens to experience world-class facilities where the said
payment instrument can be used in multiple locations. The system is envisaged to bring
significant ease to citizens by way of paying electronically using a smart card for all city services
including transport, municipal services like library, swimming pool, community hall,
entertainment and amusement park, parking, bill payments, utility payments, etc.
The overarching idea of the City Payment Card is to use a single payment instrument for all
city-wide services. This would also facilitate to integrate mobility systems across the city with
other services.
The end-to-end ecosystem associated with City Payment Card is captured and the key entities
and processes associated with the program are documented. The City Payment Card would
work at designated touch points in conjunction with a contactless card reader. When the
customer waves the card at the reader, the transaction is performed in a matter of a few
seconds and this would help prevent queuing up at the usage points.
Figure 1 - A simple contactless card and reader
The concept of City Payment Card is ‘EMV based open loop payment cards’ which are
interoperable owning to widespread usage and reliability of EMV standards.
The underlying specifications for the card would be EMV-compliant cards on ISO
14443/ISO18092/ISO7816 standards.
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2 CITY PAYMENT CARD ECOSYSTEM
2.1 Overarching Principles
Figure 2 - Overarching Principles
By opting for an open loop payment processing, the cards will become cash accessible, the
card holder may be able to access funds through an ATM or at a PoS (Point of Sale). Multi-
purpose cards may be anonymous or personalized. It simplifies the purchasing processes with
minimum credit risk to the card holder.
1) Interoperability - Being open standard based, the cards can be used across all transit
modes along with other municipal services like tax payments, library/ swimming pool
membership, one-time entrance fees, etc. These are solutions where cards are issued
to card holders by multiple issuing entities and are accepted at multiple locations not
necessarily belonging to SMC only. The solution provides interoperability amongst the
members who subscribe to this solution and becomes a part of the payment network.
2) No loss to personalized card holders if the card is lost as the value is also stored on
server if customer reports the loss on time to financial institution to block the card.
3) The cards are provided free of cost to customers without any recurring monthly or
annual charges.
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4) The eco system to include Prepaid Cards, co-branded debit/credit card, mobile wallets
and NFC enabled mobile payments, thus future-proofing the solution.
5) With RuPay as the preferred scheme, the solution to be compatible with UPI, Aadhar
linked payments and National Mobility Card initiatives.
6) Higher transaction limits as regulated by RBI or any other regulating agency norms
based on the type of.
The following diagram illustrates the City Payment Card ecosystem and the various players
involved in it.
Figure 3 - Ecosystem
SMC intends to tender out the entire system to a qualified financial institution. The operating
model involved is ‘Build – Operate – Transfer’. The selected vendor would be entirely
responsible for running the program with a SMC appointed PMC to oversee the operations
and manage the evolutionary progress of the ecosystem. The FI shall design, develop and
maintain the open loop smart card top-up channels and e-payment services. The FI shall
design, develop and be responsible for the maintenance and management of required
systems.
It is envisaged that the rollout of the cards and associated services would be staggered to gain
a steady and confident approach amongst card users. Financial Institution envisaged will be
responsible for activities mentioned under its purview.
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2.2 As-is situation assessment
As of October, 2016, the ecosystem for smart cards does not exists as the tendering process is
still in works. SMC has decided to go for the open loop card system consistent with MoUD
approach towards National Mobility Card system. The AFCS contract has been awarded to NEC
Corporation which will be responsible to develop the AFCS ecosystem at SMC BRTS and city
bus.
2.3 To-be situation assessment
The following are the processes defined for the City Payment Card ecosystem:
I. Card Issuance
The customer can request for a new card. This is the first step where the customer
approaches the designated City Payment Card issuance outlet and applies for the card.
General cards are issued without personalization at FI outlets, retail outlets and BRTS
terminals. Personalized cards to be issued by FI from both SMC premises as well self-
managed outlets. FI to capture details as per standard KYC norms and will also capture
other information as finalized by SMC like property tenement ID, library membership
number, swimming pool membership number, etc. for personalized cards as and when
required. All the personalized cards need to be mandatorily linked to Aadhar card (UID/
KYC). Only one personalized card to be issued per customer. Lost/ Damage cases need to
be handled by FI as per its standard practices for reissuing of personalized cards. The
manpower for such tasks would be managed by FI.
II. Card Loading
This is the process which defines how customer loads money into the card by approaching
loading points (operated by FI/its affiliates or SMC/SMC affiliates). The manpower for such
tasks would be managed by FI or SMC/SMC affiliates.
III. Authentication Usage
When required, one of the use cases for the City Payment Card is authentication like
attendance in SMC premises. The FI will enable storing the employee number on the card
and will provide necessary access mechanism so that the attendance devices to be placed
by SMC can read the employee no. while card is tapped.
IV. Pay and Access Usage
This process deals with customers using facilities like Aquarium or Science Centers and
paying for the same with their City Payment Cards.
V. BRTS Cash Load Usage
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This process is different from what is mentioned in (ii) because here the cash is collected
by BRTS employees (SMC) and not FI/retailers. This cash needs to be accounted for at the
backend with FI.
VI. BRTS Usage
One of the use cases where the process flow relies on validators procured from AFC vendor.
The centralized FI software would need to communicate with these validators. The
certification of these validators would be a joint responsibility of FI along with AFC vendor.
FI should comply with the business rules set by AFCS.
VII. Pay Only Usage
This process exists in scenarios where only payments are made without the need for any
doors to be opened or entries and exits to be recorded. Typical scenario is payment of
taxes/bills at civic centers.
VIII. Membership Usage
This process is mainly for pre-paid membership services such as library, swimming pools,
etc.
IX. Transport Usage
This business process would be defined by AFCS service provider and the FI’s system
should integrate with AFCS. Typical use case scenario is a city bus which does not have a
regulated path like BRTS.
X. Mobile Usage (Wi-Fi)
This process pertains to users who want Wi-Fi access codes and can pay for the same using
City Payment Cards/e-wallet.
XI. Mobile Validator Usage
This process is for enforcement agents appointed by SMC who have a mobile device to
check the card for usage at designated spots and levy fines should a situation arise.
XII. Cashback Scenario
This process defines the cashback scenario where customers get money back into their
cards. Similar to cashback scenario, loyalty points to be accumulated in card account of
the customer.
XIII. Retail Payment
This process defines end-user availing cash-free shopping service using City Payment Card.
XIV. Refund Scenario
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This process defines end-user returns his card and wants to get the amount refunded to
him in his card linked bank account/cash.
These process flows have been discussed in detail in Appendix-I to serve as guidance to FI.
Implemented process flows should be flexible to incorporate changing business requirements.
The principal point to be noted are as follows:
1) Authorized financial institution will be responsible for issuing the personalized City
Payment Cards. Financial institution will develop, operate and maintain card
management system to cover card procurement, card pre-personalization,
personalization, issuance, dispatch & delivery.
2) Financial Institution to be also responsible for supplying general cards (non-
personalized) to the people in Surat. These cards would be available at various touch-
points in the city. Additionally, financial institution to ensure that these cards are
present at all BRTS terminals along with other major PoS in Surat. This would ensure
widespread adoption of the ecosystem.
3) Financial institution to be responsible for cash management, reconciliation and
settlement activities, provision, and customization of validators. Customization of
validators to be done by FI jointly with the AFCS service provider.
4) Financial institution to be central and focal point for all activities/card operations – both
payment and non-payment transactions. Financial institution will be responsible to
develop an authentication mechanism and maintaining MIS for all non-payment
transactions and extend access to non-financial transactions data to SMC for its
employee attendance record or any other purpose as and when asked by SMC.
5) Financial institution to be responsible for developing the retail ecosystem for City
Payment Card at a healthy pace. FI will be responsible to take decisions related to
declaration of loyalty programs and various schemes for City Payment Card on time-
to-time basis throughout the contract period.
6) The financial institution will also deploy their resources in the project as required. This
includes managing helpdesk for card issuance, dispatch and delivery, field training,
hardware management, fraud and dispute management.
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3 FUNCTIONAL SPECIFICATIONS The City Payment Card initiative aims to provide the citizens of Surat with an easy to use
payment instrument with the convenience of “tap and go”. The underlying technology being
considered is contactless smart card. At the same time, the City Payment Card initiative intends
to include mobile wallets, NFC enabled smartphones and co-branded contactless cards which
ride on popular schemes such as RuPay (preferred), MasterCard and Visa.
The illustration below shows the concept at a high level:
Figure 4 - Lifecycle of card usage for citizens
Financial Institution will be the primary issuer of the card in association with other relevant
stakeholders as detailed in the document. Financial institute will be responsible for card
management system and it will be backbone of all activities associated with payment activities
within SMC limits.
The last but most important point for the City Payment Card/wallet/co-branded cards is that
personalized cards would only be issued to citizens who are already enrolled in government
of India’s UID initiative. In other words, the personalized card would only be issued to
customers who currently possess a valid Aadhaar card.
Customers who do not have an Aadhaar card (UID) would have to use a general card (non-
personalized) or apply for the Aadhar card at SMC/designated government department.
Use card at SMC facilities such as
transport and public ameneties;
as well as PoS terminals across
Surat
Check the balance through available mechanisms
Load/Relaod/ card with cash
using designated channels
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3.1 Initial roll-out and adoption The City Payment Card project is expected to be a build-operate-transfer model awarded to
the most deserving vendor. Once the vendor completes the build and goes live, customers
would start getting on-boarded on the new platform. The graph below depicts the scenario
for adoption.
Figure 5 - Adoption Lifecycle
The expected coverage at the end of 5 years from the launch is around 85% of the households
in Surat City. This pertains only to personalized cards for family members in the households.
General cards would be issued by FI in parallel. The expected growth rate of card adoption is
expected to overtake the population growth rate during the ‘steep progress’ phase.
1-2 years 3-5 years >6 Years
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3.2 Types of cards available for citizens
The City Payment Card and the add-ons such as mobile wallets, NFC enabled mobile phones
and co-branded debit and credit cards would be available in the following flavors to the
citizens of Surat. A possible construct of the card is given below along with the basic elements,
to be finalized by FI with SMC:
Figure 6 - City Payment Card front design
A – Type of card placeholder
C – Name of the cardholder (N/A for general
cards)
E – Contactless card symbol
G – Banking partner logo
B – Card No. of the cardholder
D – Card expiry MM/YY
F – Photograph of cardholder (N/A for general
cards)
H – SMC logo
The length of card number for all City Payment Cards will be defined by FI. The number scheme
should have provision to segregate City Payment Card users.
The back of the card which includes magnetic stripe will be designed by the financial institution
as per their standard practices like terms and conditions, customer service call, toll free
number, etc. and submitted to SMC for approval.
A
B
C D
E
F
G
H
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General/ Non-Personalized Cards:
a) On-Spot cards
These cards are issued to temporary residents of
Surat who wish to access some of the common
facilities such as public transport and parking
infrastructure within the city. Complete list of services
accessible by City Payment Cards and support for
various cards would be documented in section 4.4 of
this document.
The primary difference between the general and
other cards is that the general card is not
personalized for any individual and can be issued
instantly at the designated outlets in Surat City.
For the <CATEGORY> entry, ON-SPOT will be printed
in this card.
Figure 7 - General City Payment Card
(Gray in color)
b) Tourist Cards
Specialized general cards are also being envisaged where a variant would be available for
tourists/visitors. These cards are issued to tourists and temporary visitors of Surat who wish to
access SMC services, public transport and parking infrastructure. CMS system should be able
to handle card validity for a daily/weekly cards issued to visitors and also able to support
bundled offers like 2 visit to science museum, 3-day pass for BRT and city bus, one visit to
nature park, one visit to amusement park for an assumed bundled value of 500. To promote
tourist cards in Surat aligned with Gujarat Tourism objective, financial institution has to come
up with combo offers and marketing schemes in accordance with guidance from SMC.
For the <CATEGORY> entry, TOURIST will be printed in this card.
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Personalized Cards:
a) Standard cards
The standard card and three other cards detailed
below come under the category of “personalized
cards”. These cards cannot be issued instantly to
the customer. Instead, the customer data is
captured at the touch-points and the citizens
would receive the cards after a pre-defined period
of time.
The standard cards are issued to citizens who are
above the age of 18. These cards would serve as a
general card and most of the services would be
availed by the cardholders at the prescribed rates.
For the <CATEGORY> entry, STANDARD will be
printed in this card.
Figure 8 - Personalized City Payment Card
b) Child/Youth Cards
These cards are issued to residents of Surat who are below the age of 18. The holders of this
card would be eligible for certain special prices at all the available access points. This will
ensure that once the cardholder turns 18, they would be prompted to acquire an adult card
from FI touch points. For the <CATEGORY> entry, CHILD/YOUTH will be printed in this card.
c) Senior Cards
These cards are issued to residents of Surat who are above the age of 60. This card would give
the cardholders special rates at most of the touch points including buses, public libraries, and
venues such as science centers, etc. For the <CATEGORY> entry, SENIOR will be printed in this
card.
d) Concession Cards
These cards are issued to residents of Surat who meet a certain criterion such as ‘Lower Income
group’. The aim of this card would be to bring social inclusion for the cardholders along with
the ability to offer differential pricing on a regular basis. This card can also be issued to
especially-abled citizens. For the <CATEGORY> entry, CONCESSION will be printed in this card.
Further, there should be algorithms embedded to ensure targeted benefits for groups such as
students, senior citizens, EWS, SMC employees, tourists or other concession groups as defined
by SMC from time to time.
Note: All personalized cards to be issued subsequent to standard KYC by bank along with
Aadhaar authentication. Aadhaar authentication will also help determine the age of the
applicant to check eligibility for issuance of Child/Youth Card or Senior Card.
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3.3 Validators/PoS Terminal types
Figure 9 - Readers and Validators types
Standalone PoS Swipe & Dip/ PoS machines for add value, card issuance
Traditional PoS terminal which can have swipe and dip functionality for EMV cards. Connects
to bank switch via mobile data or landline telephone (modem based). Can be loaded with
custom applications for supporting non-payment transactions similar to loyalty points enquiry,
etc.
Contactless PoS
The bank to issue a three-in-one POS to accept contactless payments in addition to contact
and Magstripe modes. However, in certain situations, only contactless payments make it more
efficient to handle transactions (limit for PIN-less transactions is INR 2000 per RBI). Battery
operated PoS have to be used. These are used for ticketing in city bus, nature park, science
museum and can be extended to auto rickshaws and taxis too.
Contactless Gate
These validators would sit on turnstiles for public transport and one time entrance fee
payments like Science Centre, Nature Park, Aquarium, etc. The validators to have provision to
read QR-code based tickets along with City Payment Cards.
Integrated PoS – Swipe & Dip
These do not require separate key-in of amount on PoS as the amount would flow directly
from billing software to machine. They can also be used for non-financial transactions such as
library and swimming pool. Turnaround time is lot quicker here. May accept contact,
Contactless and Magstripe transactions.
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3.4 Usage Points
The usage points are classified into the following categories:
- Unique Financial Applications
- One-Time Entrance fee
- Merchant Financial Use Cases
- Validation/Authentication only
3.4.1 UNIQUE FINANCIAL APPLICATIONS
Sr.
No.
Type of Application / Location Cards permitted
1 Library and swimming pool
membership
Personalized only
2 BRTS Both personalized and general cards
3 Multi-level Parking &
other Pay & Parks
Both personalized and general cards
4 City Bus Both personalized and general cards
5 City Civic Centre, Integrated
Ward Office, Mobile Van & Field
Payment Collection
Both personalized and general cards
6 Affordable Housing Personalized cards
The process diagrams for these applications will be in accordance to Appendix-I.
3.4.2 ONE-TIME ENTRANCE FEE / CHARGES
Sr.
No.
Type of Application / Location Cards permitted
1 Gardens Both personalized and general cards
2 Nature Park Both personalized and general cards
3 Gopitalav Both personalized and general cards
4 Science Centre Both personalized and general cards
5 Water Sports Both personalized and general cards
6 Auditorium Both personalized and general cards
7 Aquarium Both personalized and general cards
8 Amusement Park Both personalized and general cards
9 Surat Wi-Fi Personalized cards
10 Hospitals and Urban Health
Centres Both personalized and general cards
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The process diagrams for these applications will be in accordance to Appendix-I. Swimming
pool can have a ‘pay-as-you-use’ model or a membership based model. Both should be
accommodated in the card management system of the financial institution.
3.4.3 MERCHANT FINANCIAL USE CASES
Sr.
No.
Type of Application / Location Cards permitted
1 Hotels Both personalized and general cards
2 Hawkers Both personalized and general cards
3 Shops & Malls Both personalized and general cards
4 Auto-Rickshaw Both personalized and general cards
The process diagrams for these applications will be in accordance to Appendix I. The given list
is extendible to include more use cases in future.
3.4.4 VALIDATION/AUTHENTICATION ONLY
Sr.
No.
Type of Application / Location Cards permitted
1 SMC Employees Personalized only
2 School Teacher Personalized only
3 SAFAL Personalized only
4 Anganwadi Personalized only
The process diagrams for these applications will be in accordance to Appendix I.
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3.4.5 NON-FUNCTIONAL REQUIREMENTS
The card management system of FI should be able to sustain the Non-functional Requirements
like:
3.4.5.1 Security Requirement
• All security breach detections shall be confidential, and accessible only to users of the
appropriate class and reported immediately to SMC.
• The system security shall provide features to maintain data integrity, including error
checking, error monitoring, error handling and encryption.
• Validator-to-Smart Card communication shall be secured using multiple security keys and
layers of information protection or encryption to mitigate risk against the possibility of
being “hacked” or read by an unauthorized device. Vendor to provide information on
proposed security methods in their Proposal submission.
3.4.5.2 System Resilience
• All equipment like Readers / Validators, ETMs, etc. should be reliable.
• Mean time between failures (MTBF) in operational hours
Minimum MTBF for On-board equipment
o Validator - 10000 hours
o Electronic Ticketing Machine (including printer) - 7000 hours
o POS terminal - 7000 hours
• Service Support
o Maximum time for providing support at site - 2 hours
o Mean time to repair (MTTR) for all equipment - max up to 2 hours after which
the equipment has to be replaced from the buffer stock.
o Buffer Stock for all devices to be maintained at 10-12% of the requirements.
3.4.5.3 System Monitoring Requirement
• FI shall implement all necessary tools to monitor SLA parameters and generate reports
(example availability, performance, downtime, usage, etc.) accordingly accessible to
authorized SMC users.
• The system should be able to generate all types of reports which will be used to track
status of Deployment, Technical and Operational SLA including parameters like
Correctness of deployment, Capacity of Application, Transfer of transactions, etc. for
monitoring of SLA.
• Application should have a web console which can be displayed in SMC command center
(SMAC) and can be used by SMC operators for monitoring actions taken by FI on incidents.
• The FI should provide the following helpdesk performance monitoring reports:
a) Details of Calls logged on weekly, monthly or any other duration as specified by SMC
b) Numeric and graphical representation of calls logged at Helpdesk
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3.4.6 CARD DATA MIGRATION REQUIREMENTS
A very important aspect which needs to be fulfilled by FI is Card Data Migration. Since the
tendering process is expected to take time, AFCS intends to kick-start the project with QR code
tickets or passes. Once the FI is identified and awarded the contract, they are expected to
migrate the existing data from AFCS onto the new platform and issue the new City Payment
Cards so that the experience is seamless for the customers.
3.4.7 SCOPE OF WORK/ROLES AND RESPONSIBILITIES
3.4.7.1 Roles and Responsibilities of Financial Institution will include:
The roles & responsibility of FI will be inclusive but not limited to the following. The FI will be
required to carry out all activities and perform roles & responsibility to meet the objective of
the Open Loop Smart Card Common City Payment System.
3.4.7.1.1 Contactless EMV complaint Card Issuance:
Card Procurement, pre-personalize, personalize
o The card should be complaint with ISO standards (like ISO 14443/ISO 18092/ISO
7816/ISO 10373) as per RBI guidelines for smart card, debit card, credit card in
terms of dimensions, resistance, etc.
o SMC to approve the card design before proceeding to printing by FI
Issue cards as per FI’s KYC Norms
o Linking of Aadhar card with personalized card
o FI has to collect tenement ID, library membership ID, swimming pool membership
ID with card application or at a later date for mapping
o Personalized cards with nomenclature for different types such as senior citizen,
Adult, Youth, Concession cards, EWS, SMC employees, etc. or other concession
groups as defined by SMC from time to time
o Non-Personalized cards for general users and tourists
o FI must automatically issue new cards on change of card type
o FI to offer its existing customers in Surat to upgrade to City Payment Cards
Card courier and dispatch
o FI shall undertake supply/distribution of City Payment Card to all designated
locations.
o FI shall make provisions for delivery of the personalized cards to the individuals at
their doorstep.
o FI should maintain City Payment Cards in a secure location and with security
guidelines as per PCI guidelines and EMV guidelines (MasterCard, Visa and RuPay
standard for key management, personalization etc. should be followed).
3.4.7.1.2 Card Loading:
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Cash loading through cash, ATM, online transfer through various channels
Mobile App based wallet with Auto top-up feature
Provide facility to automate top-up of card from any bank account in case of low balance
Card-to-card mobile/online transfer
Financial Institution (FI) to tie-up with retailers for loading points
3.4.7.1.3 Hardware provisioning:
Provide necessary hardware for all required applications:
o The service delivery points (approximately 1000+) shall be located at various
locations across the city. The purpose of providing such touch points is to ensure
that all services mentioned as part of this RFP can be availed by citizens at a
walkable distance of not more than 500 metres
o Payments – standard PoS transactions through SMC amenities such as Civic
Centers, Science Museum, Nature Park, Gardens, online, etc.
o BRTS and city bus validators to be provided by AFC vendor, FI to develop L2 kernel
application followed by certification of devices jointly with AFCS service provider
to ensure seamless transaction processing
o Non-Payment – Identification, attendance, membership details such as library, SMC
offices and swimming pool
Certify devices, cards, etc. as per EMV and PCI-DSS standards
3.4.7.1.4 Merchant Management:
FI to ensure retailers display City Payment Card symbol prominently
FI will facilitate following through retailers:
o Card loading and issue cards as per given process (in case of general cards)
o For personalize cards acceptance new forms from customer and submit to FI
o Activation of new cards as per FI’s norms
o Bill payments
o FI to maintain inventory of prepaid general cards
o Cash withdraw from card at any PoS
o Help end users / customers about use of cards
3.4.7.1.5 Card Management System:
Manage the entire smart card life cycle management of open standards card
specifications, card applications, payment scheme, card account management and card
transactions
o FI to maintain entire life cycle indicative activities of City Payment Card such as
Issuance, Activation/Deactivation, Blockage, Blacklisting, Decommissioning,
Re-load /Reuse, Lost/Found, etc.
FI to ensure inter-operability of cards across all use cases as mentioned in section 3.4
FI to provide exclusive Intellectual Property Rights (IPR) of City Payment Card data
format and standards to SMC
For any non-financial transaction, bank gateway will communicate with SMC API for
authorization and authentication
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3.4.7.1.6 Cash Management:
Cash management for field loading points (on behalf of the FI)
FI shall collect the cash at SMC Premises at the end of the day and/or the amount received
from card based transactions and deposit into SMC’s Merchant account on T+2 day
(settlement). Where ‘T’ is date on which money collected
3.4.7.1.7 Reconciliation and Settlement:
Account maintenance – Pool account, Merchant accounts, etc.
Perform transaction clearing, reconciliation, and settlement for all participants in the eco
system
Regular reporting on behalf of FI on agreed parameters
Central Clearing House (CCH)
o CCH should track and account the fare deduction based on unique identification
of Smartcard
o FI shall settle all the transactions done up to 11:00 PM daily. The share of
transactions so settled shall be transferred to account of SMC Merchants in T+2
day
o CCH should auto share or upload MIS all payment scroll done by City Payment Card
commuter to AFCS system
o CCH should calculate and transfer the SMC revenue share on non-SMC payment
transaction charges
3.4.7.1.8 Non-payment Usage:
FI to ensure all non-payment use cases are met and necessary integration with SMC
domain systems are completed
SMC may appoint 3rd party agency to certify the data formats and standards used by
FI for terminal interface
3.4.7.1.9 Marketing, Loyalty, fraud and risk Management:
Marketing Activities
o Marketing and promotions of card - to come up with innovative marketing
strategies time-to-time and expedite adoption of cards across Surat city
o FI should market Co-branded card with IEC materials through multiple channels
such as (web adds, FM, radio, TV, Posters, brochures) with FI own cost
Provide risk, fraud and dispute/chargeback capabilities including KEY management
Provide Loyalty management capabilities (co-branded with SMC)
3.4.7.1.10 Helpdesk and Dispute Management:
Provide central toll-free helpdesk/ IVRS to handle customer grievances
Helpdesk/customer care management
o Provide City Payment Card dedicated card customer support over Phone, Internet
and at bank branch level for card issuance, renewal, refunds, customer and
merchant account management and customer support with payment gateway and
authentication services as per RBI requirements
o FI to maintain separate helpdesk /call center to handle calls of SMC
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3.4.7.1.11 Admin console for SMC:
Admin console for SMC to define charges or concession groups
To access MIS reports as defined in section 4.3
SMC foresees the need for implementing changes during the contract period (e.g.
generation of new MIS reports, provision to upload additional formats, modify
reconciliation logic, etc.). This may also include incorporation of new modes of
payment along with the current modes of payment. FI to provide the above with no
additional cost to SMC
3.4.7.1.12 Field Training, Hardware maintenance and consumables:
FI should have a local technical team set-up in Surat for operations and support.
Provide training to retailers in Gujarati/ Hindi/ English for citizen-friendly operations
Arrange for field training and maintenance of the validators/PoS Terminals
FI should provide training material and user manuals on usage of Smart card validator,
Ticket vending machines and Ticket Value machines
FI should provide training on the FI related MIS report and fund reconciliation
Manage hardware on field including requests for adding new hardware
Manage consumables such as printer role and spares in case of faults in the machine
3.4.7.1.13 SMS and e-mail gateway:
Manage email/SMS for citizens and merchants
Check balance through SMS
3.4.7.1.14 e-Payment gateway, Mobile application and web-portal, wallet software:
Augment wallet to the prepaid instruments
Provide an e-payment gateway and portal for self-service and loading
Mobile application (Android/iOS/Windows) connected to mobile wallet to be developed
for all user services like secure QR based tickets, app based payments for parking, etc.
Supports standard Internet security including, but not limited to Digital Certificates,
Various levels of encryption, Secure Socket Layers (SSL), Secure Hypertext Transfer Protocol
(HTTPS)
3.4.7.1.15 Data Recovery and Business Continuity Plan
3.4.7.1.16 Integration with SMC’s domain system, command centre:
Provide MIS integration points for SMC
Provide APIs for mobile apps and web applications for public
Facilitate integration between with SMAC (SMC Command Center) and MIS dashboard
requirements
3.4.7.2 Roles and Responsibilities of SMC
Provide manpower to all its management outlets like civic center, zoo, library
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SMC APIs will communicate with respective domain systems eg. LMS to verify the
membership validity mapped to tapped City Payment Card
With help of MIS and alerts provided by FI, SMC to configure use cases on SMAC center
Domain services and respective IT applications like LMS, Property Tax, ITMS, AFCS
SMC to ensure necessary infrastructure development and reliable network connectivity for
validators/ PoS within SMC premises to connect with FI ecosystem
AFC vendor to provide validators on bus terminals, city bus, BRTS, etc.
3.4.7.3 Exit Management
The exit process would start at the beginning of the last two quarters of seventh year (i.e. from
the date of signing of the contract) in case contract is not extended further. At the beginning
of the last quarter of the end of the contract period or in the event of termination of contract,
the FI is required to provide necessary handholding and transition support, which shall include
but not limited to, conducting detailed walkthrough and demos/drills for FI Services system,
project documentation, etc., and addressing the queries/clarifications of new FI selected by
SMC.
The incumbent FI shall prepare proper books of accounts for all transactions and specifically
provide clear details of pending to be fund transfer. FI shall also deposit the cash collected
and amount of transaction settled to SMC.
FI shall provide support in terms of smooth handing over of database. The ownership of the
data generated upon usage of the system, at any point of time during the contract or expiry
or termination of the contract, shall vest with SMC. At the end of the License Period or earlier
Termination of Contract due to FI Event of Default, the FI shall transfer ownership of all
Hardware, database, Standard third party software Licenses, source code, APIs, customized
software developed for City Payment Card Project except its proprietary Hardware and
Software to Authority at no cost to Authority.
During the contract period, the FI shall ensure that all the documentation including policies,
procedures, etc. are kept up to date and the same are handed over to SMC during the Exit
management process.
4 KPIS AND MIS REQUIREMENTS The FI who is awarded the contract will be measured on certain KPIs and SLAs. This is to ensure
that they are accountable for their tasks and only get compensated if their work is of high
quality and bears maximum efficiency. Some basic parameters in KPI and SLA are mentioned
below.
4.1 Key Performance Indicators Below are KPIs which can be finalized with the successful FI in consultation with SSCDL. Critical
KPIs can have back-to-back measurements and successive lapses can lead to financial penalty
for the FI.
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No. Performance Indicator Below
Acceptable
Levels
At
Acceptable
Levels
Above
Acceptable
Levels
1 Customer Satisfaction Index <=70% 70-90% =>90%
2 Logistical errors in card
personalization (wrong
dispatch)
>4.00% 1.00-4.00% <1.00%
3 Incorrect/Failed
personalization – Citizen
Inconvenience
>2% 0.2%-2% <0.2%
4 Card validators/readers not
accepting cards
>1% occurrences
in a calendar
month
0.2%-1% <0.2%
5 Errors in cashback/reward
point calculations and
reporting to SMC
>0.5% of
monthly
throughput
0.1%-0.5% <0.1%
6 Percentage of cards issued
within agreed hours of
completing the card
application process
<=90% 90-95% >=95%
Reporting at regular intervals has to be made available by successful FI for SMC monitoring
using automated tools to calculate the total penalties arising due to non-compliance of the
SLA.
How KPIs would be measured?
No. Performance Indicator Measurement Methods
1 Customer Satisfaction Index
At every customer touch point, a customer
feedback needs to be recorded. The solution for
this would be provided by the FI and discussed
with SMC. In parallel, SMC may conduct
independent customer survey.
2
Logistical errors in card
personalization (wrong
dispatch)
Customer complaints system would pass the
information to the KPI measurement system.
3
Incorrect/Failed
personalization – Citizen
Inconvenience
If the wrong card is printed by FI, count of reprints
need to be captured. Sum total of such reprints can
be used to monitor incorrect personalization.
4 Card validators/readers not
accepting cards
Based on customer complaints, this information
should be fed into the KPI measurement system.
5
Errors in cashback/reward
point calculations and
reporting to SMC
Recon reports and verification mechanisms
deployed.
6 Percentage of cards issued
within agreed hours of Card issuance reports and customer complaints
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completing the card
application process
4.2 Service Level Agreements The FI shall develop an SLA and KPI Measurement and Monitoring System (SMMS) for
measuring and reporting the SLAs and KPIs. All SLA and KPI measurement and calculation of
penalties shall be automated. Manual intervention for measurement of SLAs and KPIs shall be
after prior approval of SMC.
Severity and service/enhancement levels will be defined after freezing the process flows and
application complexity by successful FI in agreement with SSCDL.
4.3 MIS requirements Apart from the financial reconciliation reports which need to be generated by the system every
day at a pre-agreed cut-off time, the card management system of FI should be able to generate
all of the below items on an ad-hoc as well as a real-time basis for a given date range apart
from standard periods like Today, This Week, Last Week, This Month, Last Month, This Quarter,
Last Quarter, Month to date, year to date, launch to date.
1. How many people applied for cards with categorical breakup
2. How many people successfully cleared e-KYC
3. How many people did not clear e-KYC
4. PoS terminal wise reports
a. Applications
b. Foot falls
c. Collections
d. Revenue generated
e. Attendance/staff position
f. Warning on low or no stationary, consumables etc.
5. How many cards per category issued
a. Adult
b. Youth/children
c. Senior citizen
d. Concession
e. How many General/Tourist cards are being issued by all participating outlets?
6. How many cards are loaded with cash
a. Cash position in bank – reconciled as of n-1 day
b. Shortfall if any
7. How many cards are dormant (with cash loaded) for
a. 1 month
b. 3 months
c. 6 months
d. 9 months
8. How many cards are being used for cash transactions - outlet information
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9. How many cards are being used at SMC for non-payment use cases - e.g. library, etc.
10. How many online top-ups are being done
11. How many customers have linked their Savings bank account to the card account
12. How many customers availed auto top-up facility and top-up patterns as per amount
and mode of payment
13. User demographics and popular travel destination
14. Most travelled routes and peak hours in BRTS, city bus
15. The FI website shall provide MIS view of Bank Statements without any limitation on
the period
16. MIS Dashboard - The Bank shall provide MIS dashboard displaying the following
a. Closing Balance in each Account
b. Amount eligible to be withdrawn
c. No. of Transactions + Value of transactions (mode-wise) for last 7 days
d. No. of EMDs refunded + total value for last 7 days
e. Status of Payment Scrolls
Note: These are not exhaustive. Provisions should be kept to fulfill ad-hoc report requests
from SMC.
5 TECHNICAL SOLUTION The entire City Payment Card system (shown in the next section) would be managed by
financial institution. This system is a combination of application and database layers which is
accessed by all users of the system through standard web-browsers. It would be the pivotal
part of the eco-system and centrally communicate to all the parties involved. On one end of
the spectrum, there would be the cardholders who would approach validators/card readers in
various form factors. These validators/readers would communicate through one or more
mediums to the financial institution. On the other end, FI will communicate to all parties as
required such as Unique Identity Database (UID), SMAC, E-mail and SMS gateways, AFCS, etc.
The financial institution may have following core modules within itself which deal with specific
functionality. Necessary audit trail to be maintained. Some of the most important ones are:
1) User rights management: This module would maintain a repository of all users and manage
their credentials, complexity of passwords, expiry dates of such passwords and also maintain
their access privileges.
2) Card validation: This module would perform various types of card authentication for both
payment and non-payment transaction categories. The validators would primarily
communicate with this module and get a response on the next state accordingly. This module
would have an integrated fraud and risk management module which would work on defined
business rules to ensure that social miscreants do not game the system.
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3) Printing services: This pertains to the card personalization (both exterior and interior) before
it can be sent to the customer. The input for this stage is a pre-personalized card and the
output is a finished card which has the customer’s photograph, card number, validity date and
Name. Though the module is present in the FI, it may be accessed at a remote printing site
where bulk printing is carried out.
4) Courier & Logistics module: Customers can get cards home-delivered free of charge. This
module would give a tracking feature which can be accessed by anyone who has access to the
web portal.
5) Supply Chain module: The sourcing of cards, maintaining inventory and predicting the
demand for future procurement are all handled by this module. This module would work on
analysis of past data and have a manual override feature to ensure that only adequate
quantities of supplies such as blank cards, printer parts etc. are ordered and maintained. This
will also take care of auto-invoicing, payments to vendors and all related processes.
6) Security key management module: All smart card keys are maintained in this secure module
and can only be retrieved by key custodians. The module will manage a pair of custodians. In
this case, the two parties could be one each from FI and one from SMC/ AFC vendor as
designated.
7) Customer care module: This is solely responsible for handling all customer queries and
tracking their grievances. This is accessible both by customers and helpdesk agents.
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5.1 Reference System architecture
Legends: -
Financial Institution
Figure 10 - City Payment Card reference system architecture
Notes:
1. UID/FI’s e-KYC interface is used during card application process as well as attendance
process for validation
2. All services will reside on financial institute’s server. Even in case of cloud solutions, the
physical location of cloud servers should lie within geographical boundaries of India
and should not be accessible from outside India.
3. Entire technology ecosystem will have a primary server (database, application server
and webserver) as well as secondary server. FI will be in clustered environment where
data synchronization will happen at real-time. In addition to clustered environment
there will be Disaster recovery site.
Web/Mobile/Tablet
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4. Above is a reference system architecture for FI. FI should detail out the system
architecture it would incorporate to meet RFP requirements.
5.2 Network & Infrastructure requirements
SSCDL would evaluate the responses and select a qualified vendor who would then be awarded
the contract. In the response stage, the vendor would come up with a comprehensive
application architecture and solution.
Since the network and infrastructure designs will vary from one vendor solution to another,
the requirements cannot be defined now. The optimum selection would depend on various
factors such as total cost of ownership, robustness of the solution architecture and previous
implementation track record.
The proposed solution should have all adequate failsafe mechanisms so that it does not cause
inconvenience to the users of City Payment Cards. At no point, should users experience issues
due to network and infrastructure failure. Below are general expectations from system w.r.t.
network and infrastructure.
Infrastructure Requirements
• The solution hardware and software architecture should be able to meet the
requirements to process 500 concurrent transactions per second initially, and vertically
scalable up to 2000 with an expected growth of 20% every year.
• System should be capable of expanding and scaling up to 20% with additional deployment
of required hardware and necessary amendments to software for smooth operation of City
Payment Card system.
• Server uptime more than 99.98%.
• Guarantee more than 99% availability of services.
• Sufficient data storage to maintain six months’ transaction data and eighteen months’
summarized reports available on-line for analysis, reporting and investigation.
• Three years’ complete data Backup to be available onsite.
• System shall support 1200-1500 concurrent users, readers / validators for total services
with at least 30% scalability.
Performance Requirements
The proposed system shall meet the following essential performance specifications:
a) Speed of Operation (Maximum times allowed)
Speed of Providing Service to Commuters
• Point of Sale Terminals (providing a non-registered SMART CARD across the counter) – 1
min per customer
• All types of readers for reading / writing from/to the card & capturing a transaction – 1 s
• Electronic Ticketing Machine for capturing a transaction and print out the ticket – 1 s
• Printer to print out the ticket/receipt – 4 s
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Speed of Transfer of Transactions and Important Data
• From POS terminal to backend & vice-versa - Maximum 1 sec after a transaction is made
on either side (in the quickest possible setting)
• From Validator to backend and vice-versa - less than 1 min after a transaction is made on
either side (in the quickest possible setting)
• From backend, transfer of information like fare tables, blacklist, etc. to validators, ETMs,
POS terminals – within 15 min of initiating this transfer of data from backend
Speed of Generation of MIS reports
• Maximum time after ‘firing’ a report to the time of report generation – 30 sec to 90 sec
(depending on the size of report)
Additionally, the network and infrastructure requirements to meet the functional and non-
functional requirements are stated in section 3.4.5.
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5.3 Integration requirements with other system
Figure 11 - City Payment Card Integration Components
The concept of City Payment Card revolves heavily around communications between various
disparate systems offered/provided by third parties. The diagram above shows the integration
touch points in detail. Some of them are internal to SMC (SMAC Center, MIS reports, Citizen
Web Console/Mobile App) whilst others are clearly offered by third parties (like UID, FI, E-mail
and SMS)
Solution integration would follow common published protocols for most of the systems. Once
the details emerge, SMC and FI will decide upon the communication mechanism and protocol
and the same would have to be implemented by FI Consortium.
Note: Integration of FI / validator with domain systems would be responsibility of FI during the
operation period of 7 years. In case the domain systems are changed, the integration support
would be provided by the financial institution as and when required.
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6 PROJECT IMPACT A project with the far-reaching effects such as City Payment Card initiative will have impact on
various parts of the socio-economic fabric. A move towards digital currency has seen
tremendous advantages in the developed countries where such a concept is stable and in
mainstream approach. The road to adoption would not be very smooth, but once a critical
mass is achieved, the system would become self-sustaining. There are three primary areas
where impact would be seen. Both the positives and negatives in each case are assessed.
6.1 Social
Figure 12 - Social impact of digital currency
Will embody a strong civic sense such as queuing, punctuality etc.
Increased usage of public amenities
Positive sentiments through word of mouth
Slower acceptance
Steep learning and educating curve
Initial drop in usage of public amenities
Po
stiv
e So
cial
Imp
act
Po
ten
tial negative
social im
pact
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6.2 Economic
Figure 13 - Economic impact of digital currency
6.3 Environmental
Figure 14 - Environmental impact of digital currency
Cost effective transactions and Turn around times
Greater throughput as compared to cash
Cost of 'change' eliminated
Quicker access to funds -prepaid system
Acceptance penetration will be high as card accepted in already installed PoS & ATMs
Customers may be reluctant to park funds in card account
Po
stiv
e Ec
on
om
ical
Imp
act
Po
tential n
egative econ
om
ical imp
act
In the long run, Surat will consume fewer currency notes and coins
e-ticketing will avoid less papers being wasted
Cash transporation will reduce resulting in savings
Card is made of plastic and would need proper disposal or can be polutant
Initial issuance process would need some paper work and logistics such as courier which adds to carbon footprint - but it is one-time
Standard cards and visitor cards may need to be eco-friendly if dumped by users after a few uses
Po
siti
ve E
nvi
ron
men
tal I
mp
act
Po
tential n
egative enviro
nm
ental im
pact
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7 ENDING NOTES With absolute clarity on the approach vis-à-vis tendering the entire gamut of services to
financial institution, SMC would like to take a phased approach.
Figure 15 - Phased approach
In the first phase, SMC and Financial Institution will launch a limited pilot to ensure that the
cards are issued and start reaching customers. Then as part of phase 1, since BRTS & City Bus
AFCS is already work in progress with pilot implementation using QR-based ticketing planned,
these cards to be used in all BRTS terminals and city buses. The maximum expected timeline
for pilot implementation is 2 months and Phase-1 completion is 6 months from signing
of agreement.
In second phase, the FI is expected to cover all other use cases for SMC services. The maximum
expected timeline for Phase-2 completion is 12 months from signing of agreement.
The usage of cards at non-SMC services including merchant payments in retail outlet
environment will be developed by financial institution in parallel along both the phases and
comes under FI’s purview.
The application’ security policy should be aligned to standard industry practices and RBI or
any applicable regulating agency’s guidelines. Both application and the underlying
infrastructure operations/physical environments should employ security frameworks that span
multiple standards, including the ISO 27000 family of standards, NIST 800, and others.
The security framework is recommended to be based on ISO 27001/27018 which would enable
FI to meet or exceed security standards and implementation guidelines. ISO 27001 defines
how to implement, monitor, maintain, and continually improve the Information Security
Management System (ISMS).
The underlying information security policy is also recommended to be aligned with ISO 27002.
ISO 27002 is not a certification but provides a suggested set of suitable controls for the
Information Security Management System.
FI is on boarded and starts card procurement and developing the system
FI covers all BRTS terminals, city buses and develops retail environment
FI covers all SMC services and expands retail environment
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APPENDIX I
Appendix I.I - Card Issuance Process
Figure 16 - Card Issuance Process
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Step no. Description Participants
1. Start of process
1.1. Customer Want to Purchase
City Payment Card
The card issuance process starts with the need of the customer to possess a City
Payment Card.
End-User
1.2. Online The application for card issuance can be done via online or offline methods.
One is 'self-service model' where the customer fills a card application form online via
web / mobile. Also, he has to upload a passport size coloured photograph with white
background onto the application. The other is the 'outlet model' where the customer
submits hard copy of application at the outlet.
1.3. Personalize On receipt of application, the retailer has the option to issue personalized or non-
personalized / general card basis application.
2. Application Phase
2.1. End-user submits online
application
Before taking up the process, he must ensure that he possesses Aadhar Card for
identification purpose. Else, he can apply for Aadhar Card at the Surat Municipal
Corporation. The customer fills an online application and submits the form.
End-User
2.2. Select Type of Card On the basis of application, the retailer chooses to issue personalized cards as adult,
child / youth, senior, or concession card.
Retailers
2.3. Submit hard copy of form The retailer submits hard copy of form to the FI for the issuance process. Retailers
2.4. Select Type of Card For non-personalized or general cards, the same will be treated as an Adult card. Retailers
3. Prep Phase
3.1. Form is verified and
validated by user online
It is the responsibility of user to verify and validate the details entered by him in the
online form. SMC or FI shall take no responsibility whatsoever in factual errors.
End-User
3.2. Retailer sends form to FI for
personalization
The cards are pre-personalized according to different Card types like non-personalized
and personalized. FI receives the hard copy of form from the retailer.
FI
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3.3. Vendor Receives KYC or
Authentication details & updates
form
The KYC or authentication details submitted by the customer is received by the vendor
for updating the form.
Retailers
4. Processing Phase
4.1. Online Aadhar KYC / FI's KYC
as per norms done
The customer needs to do e-KYC or FI's KYC as per norms for personalized card. FI
4.2. FI Authorizes the user After successful validation of KYC, the FI authorizes the customer. Else, a failure message
is sent to the customer.
FI
4.3. FI Provides receipt to end
user
The customer is given receipt of successful authorization to the customer for his records. FI
4.4. FI Selects Card Type as per
request
FI validates the form submitted and select card type. FI
4.5. FI Performs KYC as per its
process
FI performs KYC as per standard norms for personalization. FI
4.6. Retailer Issues required card The FI has to maintain monthly stock of cards with the retailer. Retailers
5. Cards Personalized
5.1. FI Application sends Card
creation request
In the personalization stage, the FI application sends card creation request to card
personalization team.
FI
5.2. Cards personalized per
orders from FO
As per orders from Front Office, cards are personalized at Back Office with card type,
name of the card holder, card number, logos and card validity. The other card details to
be printed on the card are as per SMC's and FI's discussions.
FI
5.3. Cards ready for
personalization as per input
provided in the form
The personalization includes writing the internal memory of the card with the customer's
data including Aadhar number, coloured photo on white background and KYC data by
the personalization team. The hardware and software data is aligned and the card is
ready for despatch.
FI
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6. Card delivered to customer
6.1. Card received by FI Courier The printed cards are received at the FI's despatch team for courier to the customer. FI
6.2. Cards delivered to customer The ready cards can be collected by the customer at his doorstep through FI's courier. FI
6.3. Customer must activate the
card
As per FI's described process, customer has to visit the nearest FI or retailer to activate
the card.
End-User
6.4. Customer has the active City
Payment Card!
Customer can now load the card as per defined rules. End-User
Note: End of the day issuance and activation log count is required to be displayed on a dashboard for SMC analysis. Option has to be given to
citizen to put any another mobile number also for verification when doing Aadhar verification. FI to follow government mandate to store all
customer data in servers located within India only.
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Appendix I.II - Card Loading Process
Figure 17 - Card loading process diagram
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Step no. Description Participants
1. Low Balance / Empty Card
1.1. Customer with New Card or
Low Balance Card will start top
up process
Once a customer receives a new card, he needs to load the card. Also, in case of low
balance, the customer needs to load the card for further usage. The maximum top-up
limit is as per defined rules.
Customer
1.2. Top-Up The customer has the option to do manual top-up or automatic top-up. The automatic
top-up is as per standing instructions given to the FI.
1.3. Choice of re-load In manual top-up, the customer has the option to go for online or offline methods.
2. Card Loading Initialization
2.1. Customer takes new / old
card to Retail outlet
For initialization of card loading, in manual offline process, the customer needs to visit
any retail outlet with the card.
Customer
2.2. Customer provides blank
card and cash to agent
The customer needs to hand over his card and cash to the retailer to load his card with
respective amount. Here, it is to be noted that the customer has only payment via cash
option at the retailer.
Customer
2.3. Customer logs on to portal For online loading of card, the customer needs to log into the app portal or website. Customer
2.4. Customer enters card
number and selects FI gateway
On the portal, the customer enters his card details, the amount of recharge required
and the FI's gateway for payment.
Customer
2.5. Auto Top Up Request will be
sent to FI
The customer has to give one-time standing instruction to the FI to activate auto top
up his card.
Automatic
Card Top-Up
2.6. Customer to set Auto top up
amount (One time)
The amount of top-up the customer wishes to activate can be chosen by the customer
as per options given by the FI.
Customer
3. Card Loaded
3.1. Retailer will receive card and
count cash
In the card loading stage, the retailer counts and confirms the cash amount received
from the customer along with card.
Retail Loading
Point
3.2. Retailer will access system
and load card with amount
FI's validator is accessed by the retailer to write the card with the given cash amount. Retail Loading
Point
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3.3. Retailer will generate receipt A receipt of the same transaction is generated by the retailer through a validator for
the customer.
Retail Loading
Point
3.4. Retail vendor system sends
Top Up info to FI
The given transaction details are synced by the vendor system to the FI. Retail Loading
Point
3.5. Gateway redirection to FI of
choice
The payment gateway of the card is redirected to any FI of choice of customer. Customer
3.6. Card successful loading
message sent to Card User
If the card gets loaded successfully, a message is sent by the FI portal to the customer.
If the transaction fails, a failed transaction message is displayed and the user tries
again.
Customer
3.7. Card loaded upon next touch
on validator
The updated balance on FI server is synced with the card and written on it upon next
touch on validator.
Customer
3.8. System will Top up Amount
and message will be sent to user
Automatic card top-up system will top up the asked amount from the customer's FI
account and transaction message will be sent to the customer.
Automatic
Card Top-Up
4. Cash position settled
4.1. Loaded card & receipt
collected by customer
Upon syncing of retail vendor system and FI, customer collects the loaded card and
transaction receipt from the retailer.
Customer
4.2. Reconciles the cash position
and verifies with report
Retailer counts the cash in hand and matches it with the report generated to check for
any discrepancies.
Retail Loading
Point
4.3. FI receives cash amount from
all retailers & verifies
FI receives the cash amount from all retailers and verifies the transactions as per
standards.
FI
4.4. Cash Position settled with FI
and FI Transfer amount to card
account
As per FI's standards, cash position is settled by the FI system and FI transfers amount
to card account.
Automatic
Card Top-Up
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Appendix I.III - Authentication Usage Process
Figure 18 - Authentication Usage process diagram
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Step no. Description Participants
1. Approach
1.1. Customer taps card on
reader
The readers are placed at the entrance of services provided by SMC where authentication
is required for entrance. The customer needs to tap his card on the reader to enter the
premises.
Customer
2. Analyze
2.1. Machine reads card
number
The card reader machine reads the card number stored in the contactless card. Card Reader
Machine
2.2. Validates card against
info
The authentication server checks the card number against the information stored in its
database and validates the same.
Authentication
Server
2.3. May prompt for further
authentication
If further authentication is required, the same is prompted by the server to the customer
through the card reader machine. For example, at some service areas, biometric
verification may be required at future stage.
Card Reader
Machine
2.4. Customer provides
fingerprint/iris
When prompted by the card reader machine, the customer provides his fingerprint to the
scanner machine or does his iris scanning for the system to process.
Customer
2.5. Validate against template
stored at UID / FI
The online template is the e-KYC data of Aadhar database or the through FI server. The
authentication server matches the biometric data credentials against an online stored
template database.
Authentication
Server
2.6. Valid Authorization? Authorization check is done and validation success or failure result is prompted by the
authentication server.
2.7. Access or Attendance The authorization message is passed on to the Access Control system and the Attendance
system as required.
3. Authenticate
3.1. Pass message to open
door/turnstile etc.
For a successful validation, the Access Control system gives the instruction to open the
door/turnstile, display green light signal or buzzer for the customer.
If there is a validation failure, a failure message is prompted for the customer with a red
light signal or buzzer.
Access Control
SW/HW
3.2. Record attendance with
timestamp
Attendance along with timestamp is recorded by Attendance System upon entrance of the
customer in the SMC service premise.
Attendance
System
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Appendix I.IV - Pay and Access Usage Process
Figure 19 - Pay and Access usage process diagram
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Step no. Description Participants
1. Pre-Approach
1.1. Accompanied? When the customer approaches an SMC premise, there are two possibilities: either he
is alone or he brings guest(s)/family member(s) and requests the ticket operator at the
premise to let them all enter on his card only.
2. Unaccompanied Approach
2.1. Customer taps card to gain
access to site
If the customer is alone, he taps his card against a card reader installed at the turnstile
gate entrance of the premise.
Customer
3. Accompanied Approach
3.1. Customer go to Kiosk or
Operator and requests for
additional tickets
If the customer is accompanied by someone, he requests the ticket operator additional
tickets to be issued on his card only. This helps in the convenience of those whom he
accompanies and also other people standing in that queue.
Customer
3.2. Operator accept cash or taps
card for payment & issues
additional tickets
Ticket operator takes the card from the customer and taps it on the card reader to
deduct the amount for him as well as his companions. A barcode/additional tickets
is/are generated and handed over to the customer which contains access for his
companions.
Operator /
Kiosk
3.3. Customer taps card for self
to gain access to site
At the turnstile access gate, the customer taps his own card and gets access. Turnstile
Access Gate
4. Validate access
4.1. Paid versus non-paid At the turnstile gate access, the customer can pay the amount upfront using cash or
choose to use his card for payment.
4.2. Card Reader validates card
balance and deducts fee
If the customer chooses to pay the amount using his City Payment Card, the
authentication server validates card balance and deducts the amount from his card. The
balance is written on the card using the card reader.
Authentication
Server
4.3. Parallel Gateway On successful deduction of payment fees, at the front end, the customer is granted
access. And on the back end, authentication server interacts with FI.
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4.4. Accompanied show barcode
/ Ticket for access
If the payment has already been done by the customer, the accompanied just need to
show the barcode/tickets to get access at the turnstile access gate at the front end.
While at the backend, information is passed on to FI server.
4.5. Card reader Validates Access
information
For the accompanied, FI server records payment of fees amount. Authentication
Server
5. Entry granted
5.1. Customer is granted access
to premises
The turnstile access gate opens for the customer and his accompanied. No further
gates are then present for them.
Turnstile
Access Gate
6. Reconcile
6.1. Operator reconciles cash
position for the day
For cash payments done by customers, the operator reconciles cash position at the end
of day and matches it with transaction records report.
Turnstile
Access Gate
7. Settle
7.1. Transfer money to merchant
from pool account
At FI, settlement is done end of the day where it transfers amounts from pool accounts
of customers to the merchant which here is the service provided by SMC.
FI
7.2. Operator submits cash to
central location
The collected cash is then submitted to a central location of SMC by the operator. Turnstile
Access Gate
8. End The operator is free from his duty. All records are updated in FI systems and
settlements are done in FI.
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Appendix I.V - BRTS Cash Load Usage Process
Figure 20 - BRTS Cash Load usage process diagram
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Step no. Description Participants
1. Empty Card
1.1. Customer takes new card to
BRTS outlet
For offline loading of card, the customer needs to visit the outlet installed at various
BRTS stations in Surat.
Customer
2. Card Loading Initialization
2.1. Customer provides card and
cash to agent
The customer needs to hand over his City Payment Card and cash to the agent to load
his card with desired amount subject to a maximum as per rules.
Customer
3. Card Loaded
3.1. BRTS agent will receive card
and count cash
The BRTS agent receives the card and the cash from the customer. He confirms the
cash amount.
BRTS Loading
Point
3.2. Agent will access PoS
terminal and load card
PoS terminal is accessed by the agent to write the card with the given cash amount. BRTS Loading
Point
3.3. Balance will be updated in
card account
The given transaction details are synced by the PoS terminal with the FI system at
specified intervals.
BRTS Loading
Point
3.4. Agent will generate Receipt A receipt of the same transaction is generated by the agent through a validator. BRTS Loading
Point
4. Cash position settled
4.1. Loaded card & receipt
collected by customer
Upon settlement of cash position, customer collects the loaded cash and cash receipt
from the BRTS agent.
Customer
4.2. BRTS Agent generates daily
cash report
At the BRTS loading point, the agent generates a daily cash report end-of-day to check
all the transactions that happened.
BRTS Loading
Point
4.3. Reconciles cash position and
verifies with report
He counts the cash in hand and matches it with the report generated to check for any
discrepancies to complete his duty for the day.
BRTS Loading
Point
4.4. FI receives the cash amount
& verifies
EOD FI receives the cash amount from all BRTS agents and verifies the transactions. FI
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4.5. FI credits amount to Pool
account
Now, FI loads individual pool accounts of services for such transactions to complete the
transactions for the day.
FI
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Appendix I.VI - BRTS Usage Process
Figure 21 - BRTS Usage Process Diagram
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Step no. Description Participants
1. Start
2. Need to travel
2.1. Customer taps card at
station boarding bus
For using the BRTS, the customer taps his card against a card reader installed at the
entrance of the boarding bus station.
BRTS IN
3. Alighting Point
3.1. AFCS records time, station id
& blocks max fare amount
AFCS records time, station ID and blocks full fare amount from his card from boarding
point till last stop after validating cash present in his card.
Else, a failure message is prompted that he has insufficient cash to travel. For this, card
loading points are also installed at all BRTS stations for convenience of passengers.
AFCS
3.2. Turnstile opens enabling
customer into bus
Turnstile access gate opens for the customer to enter the bus. BRTS IN
4. Departure Point
4.1. Customer Exits from Bus At the desired exit point, a customer may or may not exit the bus.
4.2. Customer taps card at exit
before leaving station
When the customer wants to end his journey, he taps his card at the card reader again
at the leaving station.
BRTS OUT
5. Fare Calculated
5.1. AFCS records time, station id
& recovers fare
For calculation of fare for the journey, AFCS records time, station ID and unblocks all
the amount on his card minus the fare amount.
AFCS
5.2. Parallel Gateway At the front end, the customer can now head towards the turnstile access gate. While
at the back end, AFCS interacts with FI.
5.3. Turnstile opened for
customer to leave station
The customer can now leave the bus safely when the turnstile gate opens for him. BRTS OUT
5.4. As per Schema penalty is
charged to Card account
If the customer does not exit the bus at his departure point, a penalty is charged to the
card account in addition to the fare amount.
AFCS
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6. Reconcile
6.1. AFCS syncs with card
account on all information
AFCS syncs with card account server for all the information retrieved from the card and
also time, station ID and fare deducted from the customer.
AFCS
7. Transmit
7.1. AFCS also syncs with FI pool
account for cash reconciliation
While at the same time, AFCS also syncs with FI server for cash transaction. FI
8. Settle
8.1. FI transfers amount from
pool account to BRTS account
FI checks the transactions that happened and transfers respective amounts from pool
accounts in name of individual customers (card holders) to BRTS account of SMC to
complete settlement at the end of the day.
FI
9. End
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Appendix I.VII - Pay Only Usage Process
Figure 22 - Pay Only Usage Process Diagram
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Step no. Description Participants
1. Start
2. Payment Intent
2.1. Customer approaches
payment point
For pay only usage, customer approaches payment points installed on premises entry
gates.
Customer
2.2. Connected/Mobile The payment points can be connected where the touch point is connected to a tablet /
PC via wired network. Or, it can be mobile where it is installed wirelessly.
3. Card Presentment
3.1. E.g. Civic Center Card given
at counter for pay
The connected payment point includes civic center card given at the counter for
payment.
Payment Point
3.2. Multi-level Parking & other
Pay & Park Attendant taps card
on reader
The mobile payment point example is where pay and park attendant taps customer
card on a reader.
Payment Point
4. Card Acceptance
4.1. Necessary amount deducted
from card via (PC)
When a card is accepted at a connected payment point, the necessary amount is
deducted from card via a PC / tablet. Payment can also be done in cash. If the required
amount is not present on the card account, an insufficient funds message is prompted
and the customer is requested to top up his card. For his convenience, card loading
points are also present on the service area.
Payment Point
4.2. Amount deducted and
receipt given to customer
Receipt is given to the customer upon successful payment made for his records. Payment Point
5. Services provided
5.1. Parallel Gateway After successful deduction of amount from the customer card, at the front end, a signal
goes to receipt generation, and at the back end, validator interacts with CMS.
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5.2. Receipt for service provided For financial transaction made, a receipt is provided to the customer by the payment
point operator.
Payment Point
5.3. Parallel Gateway At the front end, the customer can now enter the premise. And on the back end,
payment point interacts with FI.
5.4. Access to parking granted by
attendant
The attendant allows the customer to park his vehicle in the parking area. Payment Point
6. Reconcile
6.1. Recon done by FI between
card account, pool account and
utility account of SMC
At the end of the day, reconciliation is done by FI between all individual card accounts,
all pool accounts and all utility accounts of SMC.
FI
7. Settle
7.1. FI settles between merchant
& pool account
FI checks all the financial transactions made in the day and does settlements between
merchants and pool accounts in name of individual customers.
FI
8. End
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Appendix I.VIII - Membership Usage Process
Figure 23 - Membership Usage Process Diagram
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Step no. Description Participants
1. Approach
1.1. Customer visits library or
swimming pool
Customer visits SMC service premises where membership is desired. Eg. Library,
swimming pool
Customer
1.2. Attended At some premises, an operator will be present where a connected system is present.
While for mobile connection, presence of operator is not mandatory where card reader
is installed at the entry gate.
2. Analyze
2.1. E.g. Swimming Pool - Card
read
The card reader machine at the entry reads the card number stored in the contactless
card.
Card Reader
2.2. FI server verifies access The FI server checks the card number against the information stored in its database
and validates the same.
FI
2.3. E.g. Library LMS For attended system, an operator sits with a connected system like Library
Management System (LMS) to accept card from the customer.
Local System
2.4. Connected Validator reads
the card
A connected validator reads the card and sends information to LMS to retrieve data of
the customer stored in it. Eg. Previous books issued, books returned, pending books,
discounts to be given, any dues left, etc.
Card Reader
2.5. Authenticate and
membership verified with FI
System
Current information retrieved from customer card is synced with FI system at the back
end from LMS.
FI
3. Authenticate LMS gives authentication to the customer.
3.1. Access granted or denied -
Turnstile
Access is granted or denied based on the information received from FI system and
manual verification.
Card Reader
3.2. Access granted FI system verifies membership details of the customer, updates its card account records
and sends back information to LMS.
Card Reader
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Note: Swimming pool process mentioned above assumes that it is completely automated. The access is enabled using a turnstile and an operator
can be positioned at the pool to assist in case the card does not opens the turnstile for any reason.
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Appendix I.IX - Transport Usage Process
Below is a possible process flow diagram which FI needs to confirm with AFCS service provider during implementation based on business rules
defined within AFCS.
Figure 24 - Transport Usage Process Diagram
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Step no. Description Participants
1. Pre-Approach
1.1. Wants to use transportation
services
In this stage, a customer who wants to use transportation service boards it. Customer
1.2. Accompanied? When the customer approaches for transport usage, there are two possibilities: either
he is alone or he is accompanied by someone and requests the ticket operator at the
premise to let them all enter on his card only.
2. Unaccompanied Approach
2.1. Conductor issues ticket after
tapping card
The conductor issues a ticket to the customer based on his boarding point A to his
alightment point B. The machine has built-in fare system and a ticket printer which
works as a receipt for the customer. The machine deducts the fare amount from the
card when the customer taps his card on it.
Ticket
Operator
3. Accompanied Approach
3.1. Customer requests x tickets If the customer is accompanied by someone, he requests the ticket operator additional
tickets to be issued on his card only. This helps in the convenience of those whom he
accompanies and also other people in the transport vehicle.
Ticket
Operator
3.2. Conductor taps card for
payment & issues tickets
Ticket operator takes the card from the customer and taps it on the card reader to
deduct the amount for him as well as those who accompany him based on his
alightment point seen on his machine and exit point told by the customer. The built-in
fare system calculates the fare and deducts the fare amount for all of these passengers
from the customer's card upon tapping on it.
Ticket
Operator
4. Validate access
4.1. Parallel Gateway At the front end, customer ticketing is done while at the back end ticket operator
machine interacts with FI server.
5. Reconcile
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5.1. FI server reconciles entries
for all pay and merchants
At end of the day, FI server reconciles all the financial transactions for the day for all
pay and merchants.
FI
6. Settle
6.1. Transfer money to merchant
from pool account
FI checks the transactions that happened and transfers respective amounts from
individual card accounts to merchant to complete all settlements for the day.
FI
7. End
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Appendix I.X - Mobile Usage (Wi-Fi) Process
Figure 25 - Mobile Usage (Wi-Fi) Process Diagram
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Step no. Description Participants
1. Pre-Approach
1.1. Wants to pay for SMC wi-fi
usage on ISP portal
For S-WiFi access, customer selects wifi and logs into portal using his mobile number.
This enables him to get an OTP from ISP authentication server for confirmation.
Customer
1.2 Provides payment option
using City Payment Card
One of the payment options for customer to be given by ISP is through wallet of City
Payment Card account.
Internet
Service
Provider
2. Validate access
2.1. Validates card balance and
deducts fee
FI’s server validates the card account details and also its balance, deducts required fees
from it and sends a message to the customer mobile.
For initial 30 minutes, the wi-fi access is free. While for further usage, a fixed amount is
to be deducted on a per hour basis as per pre-defined rules of ISP.
FI
2.2. Parallel Gateway At the front end, customer is sent a message from ISP. While at the back end, ISP
interacts with FI server for financial transaction made.
2.3. FI server updates records
and send message to user
FI server receives transaction details from the authentication server and updates its
records at the end of the day. It also sends a message to the customer for the
transaction.
FI
3. Wifi Access given
3.1. Customer receives SMS on
his registered mobile
A confirmation SMS is sent to customer for the transaction made and his internet
usage validity. The internet will be switched off for him from authentication server
when the validity expires.
Customer
4. Reconcile
4.1. FI reconciles entries for all
pay and merchants
At the end of the day, FI reconciles all the financial transactions for the day from all pay
and merchants.
FI
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5. Settle
5.1. Transfer money to merchant
from card holder account
FI checks the transactions that happened and transfers respective amounts from
individual card accounts to merchants to complete settlements for the day.
FI
6. End
Note: This model above is contingent upon SMC's arrangement with Reliance Jio Telecom or another equivalent internet service provider.
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Appendix I.XI - Mobile Validator Usage Process Diagram
Figure 26 - Mobile Validator Usage Process Diagram
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Step no. Description Participants
1. Beginning
1.1. Intent to check customer
randomly in bus
This provision is made to check customer randomly in bus for having tickets with him
at all times at the current bus and also having paid for previous transactions made by
him.
Enforcement
Officer
2. Prompt to Validate
2.1. Prompts customer to show
City Payment Card
The enforcement officer asks customer to hand over his City Payment Card. The City
Payment Cards stores last 10 financial transactions. However, this information is to be
sent to FI server to check for previous records also.
Enforcement
Officer
2.2. Customer shows the card to
EO
Customer hands over his card to the EO. Customer
3. Validation performed
3.1. EO taps card on mobile
validator
EO taps the card on a mobile validator which retrieves all information stored in the
card.
Enforcement
Officer
3.2. Validator validates additional
information if required
Validator system also checks for any additional information if required of the customer
from FI server.
Card Validator
4. Customer informed
4.1. Validation OK The validation check by FI server sends message back to the card validator.
4.2. Card returned to Customer
after positive verification
If the validation is OK, the customer is handed over the card back from EO. Enforcement
Officer
4.3. Fine collection details
updated on Card database
However, if the validation fails, FI updates its records of the customer in card account
database.
Card Validator
5. Fine Collection
5.1. Customer levied fine per
BRTS rules with receipt
Usage of bus without a valid ticket is a crime and the customer is levied fine as per
BRTS rules with receipt upon payment.
Customer
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5.2. EO collects fine from card or
cash
The customer has the option to pay the fine amount using his card or through cash. Enforcement
Officer
5.3. Parallel Gateway At the front end, the customer is returned the card after payment of fine. At the back
end, card validator system interacts with FI.
5.4. FI updated on fine collection
amount on card database
FI updates its record on the financial transaction made in customer's card account. FI
6. Reconcile
6.1. FI reconciles the fine position
for card transactions
At the end of the day, FI reconciles all the financial transactions for the day from all
buses.
FI
7. Settle
7.1. FI settles accounts
respectively with BRTS / SMC and
card account
FI checks the transactions that happened and transfers respective amounts from
individual card accounts to bus account to complete settlements for the day.
FI
Note: The enforcement officers will be sent at SMC’s discretion to cover its other premises also. Fine calculation will be dependent on rules decide
by SMC for that premise.
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Appendix I.XII - Cashback Scenario Process Diagram
Figure 27 - Cashback Scenario Process Diagram
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Step no. Description Participants
1. Declaration
1.1. SMC declares Cashback
scheme
To promote usage of City Payment Card and its various services, FI & SMC in
consultation with each other, declare various innovative cashback schemes for citizens.
SMC
2. Calculation
2.1. FI calculates CB for eligible
customers
FI calculates cashback for eligible customers on a pre-defined frequency and set of
cashback rules set with discussion with SMC.
FI
3. Validation
3.1. Validates details and process
the cashback
FI verifies details from its financial records and starts the cashback process. FI
4. Processing
4.1. FI does fund transfer from CB
account to card account
FI checks its records and transfers the amount from cashback account to individual card
holder account.
FI
5. Acknowledgment
5.1. FI sends updates to SMC After successful transfer of amounts in the accounts, FI sends updates to Surat
Municipal Corporation to declare update for citizens.
FI
6. Reverse Sync
6.1. FI synchronizes account info
and updates accounts
FI updates its records that the list of customers have received the amounts. FI
7. Communication
7.1. FI sent SMS notification to
customers for cash back credits
are completed to their card
An SMS is sent to all the customers in the eligible list that they have received cashback
from SMC in their City Payment Card.
FI
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7.2. Customer receives SMS Customer receives SMS in his registered mobile number. Customer
8. Credit
8.1. Customer can verify cash
balance on card account
When customer checks the cash balance on his card account, he sees the updated
balance!
Customer
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Appendix I.XIII – Retail Payment Process Diagram
Figure 28 - Retail Payment Process Diagram
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Step no. Description Participants
1. Start of process
1.1. Customer wants to purchase
some goods
Retail payment process starts with customer want to purchase goods. End-User
1.2. Online The retail mode can be chosen online.
2. Shopping and Cart update
2.1. Customer select goods using
mobile app or online store and
add them to cart
Using a mobile portal or a website, the customer selects goods and adds them to his
cart before checkout and payment.
End-User
2.2. Select goods At the retailer end, if the customer chooses offline mode for payment, he needs to
select the goods.
Retailers
2.3. Merchant calculate amount Based on the items selected by customer, merchant calculates the amount to be paid. Retailers
3. Payment
3.1. Process payment using City
Payment Card
The customer can pay using various options like net FIing, credit/debit card, e-wallets,
etc. This flow explains the process payment using City Payment Card.
End-User
3.2. Customer Payment using
card
The customer can pay using cash or card. Here, he presents his City Payment Card to
the merchant.
Retailers
3.3. Retailer accept card and
process payment
The retailer accepts the City Payment Card at his PoS terminal and processes the
payment by typing in the amount to the terminal.
Retailers
3.4. FI check balance and
authorize payment
Before authorizing the payment, the customer validates the amount he is paying for his
assurance.
FI
4. Processing Phase
4.1. Exclusive Gateway In the processing stage, either the card has sufficient balance or not. If sufficient
balance is not available in the card, the transaction fails and a message pops up in the
PoS terminal. The customer is asked for another mode of payment or to top-up his City
Payment Card balance.
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4.2. Online Gateway accept card
verify balance
If the card has sufficient balance, the online payment gateway processes further. FI
4.3. FI Authorizes the payment FI authorizes the payment after validation of account details. FI
4.4. Web /application provide
payment receipt to customer
After successful fund transfer, a payment receipt is provided to the customer. FI
4.5. Retailer provide receipt to
customer
Retailer gives the items and the payment receipt to the customer for his records. Retailers
5. Account reconciliation
5.1. Online merchant send
statement to FI for payment
In the reconciliation stage, merchant sends statement to FI for payment. FI
5.2. All Accounts that is customer
card, merchant, FI pool account
are reconcile
The given accounts reconciliation is done by the FI. Settlements are validated. FI
6. Settlement completed
6.1. FI credit the amount to
merchants account
FI does required settlements. FI
6.2. End User receives goods The retail payment journey is completed for the customer and he walks away with the
goods and the cash receipt.
End-User
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Appendix I.XIV – Refund Scenario Process Diagram
Figure 29 - Refund Scenario Process Diagram
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Step no. Description Participants
1. Declaration
1.1. Wants to return the card and
get refund
In this scenario, the customer goes to the FI outlet to return the card to get a refund.
This may happen when the customer no longer wishes to avail City Payment Card
benefits due to personal / business reasons.
Customer
2. Calculation
2.1. Calculates refund for
customer
The FI agent accepts the card. FI calculates refund for customer based on the amount
on the card, the security deposit and deductions if any.
FI
3. Validation
3.1. Validates details and process
the refund
The calculated amount is validated and the refund is processed. FI
4. Processing
4.1. Does fund transfer from card
a/c to linked customer a/c or
cash settlement
The FI does necessary settlements for the customer. The card account balance is
transferred to the linked FI savings account of customer if any, or through cash
settlement.
FI
5. Acknowledgment
5.1. Sends updates to SMC After successful transfer of amounts in the accounts or via cash, FI sends updates to
Surat Municipal Corporation.
FI
6. Reverse Sync
6.1. Synchronizes account info
and updates accounts
FI updates its records for the customer after he has received the balance amount. FI
7. Communication
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7.1. Sends SMS notification to
customer for refund credit
An SMS is sent to the customer in the eligible list that he has received refund from FI in
their savings account or cash.
FI
7.2. Receives SMS Customer receives SMS in his registered mobile number. Customer
8. Credit
8.1. Can verify cash balance on
his linked savings account or
cash received
When customer checks the cash balance on his linked savings FI account, he sees the
updated balance. Or, he checks the cash amount received from the FI agent and refund
process gets over for him.
Customer