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BPCL CRFQ No : 1000194247
1
RETAIL TECHNOLOGY CENTRE BHARAT PETROLEUM CORPORATION LIMITED
‘A’ INSTALLATION, SEWREE FORT ROAD SEWREE (E),
MUMBAI-400015
TENDER FOR
LOYALTY PROGRAM AND MANAGEMENT
CRFQ NO: 1000194247
DUE ON: 22nd
November 2013 15.00Hrs IST
BPCL CRFQ No : 1000194247
2
Section Description Page No
I Introduction 6
II Bid Qualification Criteria 9
III Scope of Work 14
IV Execution Timelines 28
V Service Level Agreement (SLA) 29
VI Price Bid 71
VII Payment Terms/Schedule 88
VIII Special Terms & Conditions 90
IX General Terms & Conditions 98
X Annexure 123
BPCL CRFQ No : 1000194247
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Basic Information of Tender
Sr. No. Title Details /timelines
1 Title LOYALTY PROGRAM AND MANAGEMENT
2 Type of Tender Public
3 Bid Type Two part bid(Technical and commercial)
4 Evaluation Criteria L1 basis.
5 Tender releasing Date 25th October 2013
6 Submission of
queries/clarifications
6th November 2013 17.00 Hrs
7 Pre Bid Meeting Date
and Time
15th November 2013 10.30 Hrs to 16.30 Hrs
8 Tender submission
Date and Time
22nd November 2013 15.00 Hrs
9 Technical bid open
date and time
22nd November 2013 15.30 Hrs
10 Proof Of Concept 9th December 2013 to 21st December 2013
11 Technical Evaluation 23rd December 2013 to 31st December 2013
12 Commercial Bid
opening
After 3rd January 2014
13 Tender Description This is a tender for development / customization and
implementation of BPCL Loyalty Programs including
deployment of EDCs (on rental basis), field services
and AMC of Loyalty solution.
14 Currency Type Indian Rupees (INR)
15 EMD Rs. 10,00,000/- ( Rupees Ten Lakhs only )
16 Validity of offer 120 days from due date, unless extended
BPCL CRFQ No : 1000194247
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TENDER NOTICE
BHARAT PETROLEUM CORPORATION LIMITED
NOTICE INVITING TENDER
For
LOYALTY PROGRAM AND MANAGEMENT
Tender Reference No: - CRFQ No: 1000194247
Bharat Petroleum Corporation Limited (BPCL), invites bids under two parts bid (Technical and
commercial) from capable Domestic bidders for solution for BPCL Loyalty Programs - SmartFleet &
PetroBonus programs of Retail SBU.
Broad scope of work:
1. To Customize / develop a software to run BPCL flagship loyalty programs-SmartFleet & Petro
Bonus(as per specifications listed in this tender)
2. Software solution should include a Host application, EDC terminal application, member
enrolment module, Card personalization application, Web portal etc. and related
communication capabilities between these entities.(Web portal and Host application should
have roles defined for customer/Dealers/DSAs, Smart care centers, call center and different
BPCL users.)
3. The Loyalty and/or Prepaid instrument will primarily be ‘PIN’ enabled magstrip card. Provision
to introduce other technology platforms like RFId, NFC tags and smartcard.
4. Solution should also have provision to accept Mobile number under OTP scheme as a
substitute to cards.
5. All transactions should be online and secured with PIN authentication and encrypted using
Hardware security module (HSM).
6. Migration of relevant existing data to the new program.
7. Feasibility of utilizing the existing cards in the new program-to be jointly explored with BPCL.
8. Provide suitable makes/models of EDC terminals on rental basis and extend field services for
deployment and maintenance of these EDCs.
9. Provide internet based multi acquirer EPS with option for PSTN based connectivity where
other modes of internet such as CDMA / GPRS / Broadband / Vsat are not available. (The
solution should have been certified by major acquiring banks)
10. Integrate the Host with BPCL ERP, automation solution, Credit partners and other major
business partners.
BPCL CRFQ No : 1000194247
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11. Develop field support services module as integral part of host to manage field complaints
along with relevant MIS.
12. Undertake complete card fulfilment activity including procurement of suitable blank cards (as
per spec), processing of application forms, printing / personalization, dispatch and MIS.
13. Handle Customer Grievance/Feedback management including web portal, postal mail and
National toll free call center for BPCL loyalty programs.
14. Structure the data table to enable / facilitate input for transactional and predictive analytics
and marketing promotions efficacy measurement solution / software.
BPCL CRFQ No : 1000194247
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Section I
Introduction
1.1 About BPCL
Bharat Petroleum Corporation Ltd. (BPCL) is the 2nd largest oil marketing company in the country.
BPCL is one of the Fortune 500 Companies in the country with ranking of 290th and declared as a
“Navratna” by the Government of India. BPCL’s Retail Business Unit is the largest amongst its 6
Business Units accounting for 60% of its turnover of Rs. 2, 40,000 Crores and having about 21%
marketing share in India. BPCL infrastructure today possess of strategic network of more than 11000
retail outlets across the country.
BPCL fostering customer relationship
At Bharat Petroleum Corporation Limited (BPCL), we understand customers need and relentlessly
work towards fulfilling them, working consciously towards providing added value in fuel and non-fuel
areas. The Corporation has pioneered offerings in Indian Petroleum retailing space that have bridged
need gaps of its customers, Loyalty is one such attempt to foster and reward relationships. With its
customer centric initiatives leveraging information technology for both its reach and results, Bharat
Petroleum has in fact revolutionized the fuel retailing business with the nation’s first ever SmartCard
solution in the Oil & Gas sector.
Recognizing the needs of our customers to make life more convenient and rewarding, BPCL was a
pioneer in introducing a loyalty-cum-rewards program, PetroBonus in India. Equipped with Smart
Card Technology, the PetroBonus program combines convenience in payment along with an inbuilt
rewards program with reward points “Petromiles” every time the customer fuels. To cater to large
Fleet Owners , SmartFleet program was launched offering convenience, security and a host of
privileges such as cashless transactions, vehicle tracking, credit option and Cash Management
System. At the time of launch, the programme had just one variant - Petro Card which was designed
to cater to the needs of the individual motorists.
PetroBonus & SmartFleet:
Over the last 11 years, the programme has grown multi fold and the turnover during the last year was
over Rs. 18,000, Crores. BPCL has its Loyalty Program spread across geographies and demography
in the country at over 5000 Retail outlets and serving over 4 million members with a sale that is
garnering 13% of its Fuel volume through loyal customers.
PetroBonus
The ubiquitous ‘PetroBonus’ program is the first of BPCL’s loyalty program offerings to the Indian
consumer. The program today marks its presence in over 75 Indian cities. Today with a member
base of over 1 million, the program provides for a turnover of over Rs 2400/- Crores to BPCL.
BPCL CRFQ No : 1000194247
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When a customer becomes a member of the ‘PetroBonus Programme’, a smart card is assigned,
branded as ‘Petro Card’. The card is a chip based card designed in a CUG (closed user group) mode
to ensure that while cash was transacted, it also provided security to members. ‘Petro Card’ has to be
pre-loaded with cash for the purchase of fuel, lubricants and FMCG items from its ‘In & Out’ Stores
(convenience store offering of BPCL) at select BPCL outlets in select cities. The member earns
reward points on all purchases which can be redeemed for exciting rewards.
SmartFleet
After the launch of its popular program ‘Petro Bonus’ BPCL observed that there was a very
specific need of a dedicated program for Fleet Owners. Today, a ‘SmartFleet’ member (targeted
to be a fleet owner) has the convenience of managing their fleet operations, with comfort of
security.
Facilitating the members with ‘Cashless Transactions’ the other facilities in the program are:
1. Cash Management System
2. MIS reports
3. Rewards for the members
4. Customer segmentation.
5. Credit Option
1.4 Business need:
The loyalty program has been so active, so passionate, so fast changing, and so heavily relied-
upon by BPCL to drive member retention, competitive differentiation, engagement and advocacy.
These 12 years of running the program has made BPCL use vast experience and knowledge to
dwell on various aspects of the program like -Metrics and Analysis, Business Operations,
Reporting and Accountability, Branding, Customer Retention and Acquisition, E-mail strategies,
Deployment of new Technologies, Understanding consumer attitudes and perceptions, Marketing
relevance & Customer feedback.
After a decade of service the Indian consumer is on the edge of its ‘Life Cycle’, that requires a
push. More mature markets from the west have brought in new loyalty formats that the Indian
market is experimenting to scale on to the new platform. BPCL needs to explore a new evolution
path for the program that the members should cherish.
The PetroBonus and SmartFleet programs have also seen tremendous growth over the recent
past. It’s therefore imperative that such large programmers be managed well to keep pace with
the changing demands of the customer. This prompts us to look at services and use of
outsourced specialized agencies for redeveloping & managing the loyalty programme.
Business objective:
The program is currently operating on a hybrid model where components are outsourced while a part
is managed in house. However even in the outsourced components there are multiple stake-holders.
The responsibilities of service providers overlap leading to accountability gaps leaving scope for
BPCL CRFQ No : 1000194247
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improvement in the service levels. BPCL’s endeavor in fostering loyalty covering various features of
the programme, operation, Metrics and Analysis, Business Operations, Reporting and Accountability,
Branding, Customer Retention and Acquisition, E-mail strategies, Deployment of new Technologies,
Understanding consumer attitudes and perceptions, Marketing relevance & Customer feedback.
BPCL as its larger objective intends to focus on areas of marketing, customer understanding and
business development. Moving in this direction BPCL wants to outsource management of the entire
back end system for the Petro Card and SmartFleet programs. The outsourcing model will involve
end to end responsibility with Service Provider for host/POST application and its AMC and EDC
deployment and field services. The service provider will be given due authorities and freedom to run
the system along with BPCL staff and deliver desirable service levels. BPCL will however lay down
guiding principles of security, information confidentiality, accessibility and interface with other Vendors
like Wipro, Oracle, and others, who have primary relationship with BPCL.
BPCL CRFQ No : 1000194247
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Section II
Bid Qualification Criteria:
The Bidder (solution provider) should fulfill the following criteria.
In case, bidder is a Group Company, credential of Parent/Group companies shall be considered to
establish the Bid qualification criteria.
Group companies are defined as under:
1. Group Company - Parent Company and Direct Subsidiaries
If the Parent Company directly holds 51% or more of the equity share capital in their subsidiary
companies, then such subsidiary companies are called direct subsidiaries and shall be
considered as part of group companies.
2. Group Company - Parent Company and Indirect Subsidiaries
If 100% subsidiary of the Parent Company holds 100 % of the equity share capital in their
subsidiary companies (including 100 % subsidiary companies), then such subsidiary
companies are called indirect subsidiaries and shall be considered as part of group
companies.
Documents required from bidders including group companies in support of criteria stated above:
1. Letter from parent / subsidiary company giving details of holding.
2. Company Profile - Audited Annual Accounts for last 3 years and Income tax Clearance
Certificates
3. Certification of incorporation, Memorandum of Association (MOA) and Articles of Association
(AOA).
The bidder is responsible for fulfilling all services throughout the contract period.
2.1 Criteria 1: Capability and Capacity:
2.1.1 Similar work experience:
a. In case the bidder is loyalty software supplier –
i. Should have experience of developing and managing the backend operations of
a payment card program in any of the last 7 financial years of any major
retailing/banking organizations having at least two million cards. The said
program should have had prepaid/payment/loyalty solution with preloading and
reloading functionality.
BPCL CRFQ No : 1000194247
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ii. should have handled minimum 0.15 million transactions per day on an average in
any of the month during last 12 months period ending on due date of bid
submission. Transactions referred here include any transaction of
Loyalty/sale/reload/recharge/credit-debit etc.
iii. Should have developed payment/loyalty applications on minimum two makes of
EDC/POST platforms belonging to different manufacturers used in India during
last 2 years.
b. In case the bidder is service provider –
i. should have experience of deployment and rendering field services for minimum
10,000 POST and/or 4000 Merchants for processing loyalty / prepaid / credit /
debit cards in the field. Should also state their ability to scale up to 20,000 POST
and/or 6500 Merchants in batches with a notice of 3 months.
ii. Should have experience of sourcing and personalization of at least 1 lakh cards
per annum. Should also state their ability to scale upto 2 lakh cards per annum.
iii. Should submit a Performance Certificate from any major client. In the event the
bidder is a registered vendor with BPCL/currently rendering service to BPCL,
Performance certificate from respective BPCL function will need to be submitted.
In case the bidder is Loyalty Software supplier, then bidder has to partner with service provider
to meet all the qualification criteria as defined in section 2.1.1.b.
In case the bidder is service provider, then bidder has to partner with Loyalty Software supplier
to meet all the qualification criteria as defined in section 2.1.1.a.
In case the bidder is Loyalty Software supplier and also service provider, then bidder has to
meet all the criteria mentioned above under point 2.1.1 a and 2.1.1b
2.1.2 Documentary proof:
1) Copy of work order/Purchase order / Contract Agreement clearly showing scope and
duration of work for the relevant period.
2) Certificates/ letter of completion and satisfactory performance from the end customer with
the contact details of customers in support of above mentioned requirements in 2.1.1.
3) Any other document/declaration as desired to support and establish conformity of the bid
qualification criteria..
BPCL CRFQ No : 1000194247
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2.2 Criteria 2: Financial Capability:
2.2.1 Turn over:
The bidder should have achieved a minimum average Annual financial turnover of Rs.20
Crores during the last three financial years (2010-11, 2011-12 & 2012-13). (In case the
financial statements are in currency other than INR, the equivalent INR value as on end date
of the concerned financial year shall be considered for the purpose of evaluation as per
above criteria.).[E.g. For concerned financial/calendar year is. Jan 2010 to Dec 2010, the
exchange rate available in ‘RBI website’ for 31st Dec 2010 shall be considered. In case the
end date is a Holiday, exchange rate of immediate previous working day shall be considered
to arrive at the Turn Over in INR].
2.2.2 Financial Net worth:
Net worth is defined as total assets minus total liabilities. Net worth of the vendor or its
holding company should be positive in the last financial year (2012-13)
2.2.3 Documentary proof required for 2.2.1 and 2.2.2 above:
Copies of audited balance sheets and Profit & Loss Accounts for the financial years 2010-11,
2011-12 & 2012-13.
2.3 Criteria 3: PAN India presence for field services.
Bidder (Loyalty software supplier or service provider) should have PAN India presence and
established support network to cover BPCL retail outlet network.
1. Should have capacity to service minimum 75 cities/ towns to start with and scalable to
120 to 150 in 6 months time, through themselves or partner offices..(list of BPCL
desired locations where vendor should have branch office/resident engineer –
ANNEXURE -XI )
Presence is defined as branch office or service center or resident engineer of bidder or
partner..
2.3.1. Documentary proof required:
a) Declaration in support of point 1 above and letter from customer clearly mentioning the
place of work.
b) Agreement copy of franchisees incase areas (state/city) are not covered by the bidder
directly.
BPCL CRFQ No : 1000194247
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Note:
1. Declarations should be drawn on company letter head duly signed and stamped by authorized
signatory.
2. Non fulfillment of any criterion mentioned above will lead to rejection of bid.
Security of Bid
1. Earnest Money Deposit (EMD)
1. Bidder has to submit EMD of Rs 10 Lakhs. Registered vendor of BPCL should also submit
EMD as mentioned above.
2. EMD of successful bidder would be converted to security deposit till Performance Bank
Guarantee is submitted.
3. EMD of unsuccessful bidder shall be returned in total after tender finalization.
4. Non submission of EMD shall lead to disqualification without any prior notice.
5. No interest is payable on the amount of EMD, so deposited.
2. Performance Bank Guarantee:
Performance Bank Guarantee for 10 % of total value of contract shall be submitted by the
successful bidder within 21 days from the date of award of contract. The same shall be valid till
the entire duration of the contract with an invocation period of six months thereafter.
TECHNICAL EVALUATION CRITERION
Proof of Concept - Use cases (UC)
All scenarios should be demonstrated on Magnetic-strip/Chip card and show the impact on the
host. Functionality is important. Look and feel can be of vendor’s choice
1. UC1. Create a card account in the host
a. both personalized, non-personalized
b. define denomination, expiry date/period of the card
c. min/max limit of the card
d. pool multiple cards to one customer
2. UC2. Load the central card account with X amount…
BPCL CRFQ No : 1000194247
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3. UC3. Demonstrate an online transaction for y amount where y<x with
a. Velocity checks (max number of transactions exceed within a day/month/quarter,
max transaction amount for card/terminal)
4. UC4. Demonstrate an online transaction for y amount where y>x
5. UC5. In UC3, award loyalty points based on fixed value and percentage of transaction amount.
The value of fixed/percentage can be specified differently for different tier (gold, silver etc)
of card, store, day/time of month/week, SKU etc.
6. UC6. Demonstrate hot listing of a card and declining of a transaction on hot listed card
7. UC7. Upgrade the application with two new features (not parameter based change) while the
terminal is settling as part of routine process, not as a special upgrade activity.
8. UC8. Redeem the loyalty points against an offer
User enters either the points to be redeemed or the offer (the equivalent points for the offer
is redeemed)
9. UC9. Void transaction (Load, sale,)
10. UC10. Customer portal available for login, viewing tx history/update profile, change
password
11. UC11. Admin portal and Reporting
Capability to Porting the application on to Existing Infrastructure
1. Host final software in Oracle 11G database and application server weblogic suite 11G
2. Host the final software in Sun Solaris 10/11
Capability of remote terminal management (version)
Remote management of EDC for application version upgrades,parameters and any other
upgrades.
BPCL CRFQ No : 1000194247
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SECTION III
SCOPE OF WORK
Bidder`s Scope of Work
The successful bidder has to formulate a solution for BPCL existing loyalty programs –
Smartfleet/PetroBonus, migration of Data to new architecture. The software should enable existing
Smartfleet/PetroBonus/Tata Motor loyalty customer transactions at BPCL retail outlets. Scope
includes providing EDCs on rental basis with field support. (EDC provision with and without network).
The following major steps envisaged in the contract:
1. Project Blue print preparation( requirement document)
2. Software Customization /development/UAT,
3. Migration of existing system to New system,
4. PAN India Field implementation at approx 5000 RO sites to begin with.,
5. Post-Implementation Support both at host end and field level
6. Handing over of documented source-code.
7. Manualisation of complete technical and Operational aspects of the program.
Key Instructions
1) The successful “bidder” or Loyalty Program Manager (LPM) shall submit a complete process
document for existing Smartfleet/PetroBonus Loyalty programs & Partner Loyalty program(TML)
with improvements and additional features including the risks associated and means to mitigate
the same. BPCL shall approve this document and bidder will make changes without any cost.
2) BPCL’s existing hardware at the production site at Mumbai and disaster recovery site at the Gr.
Noida to be made use in the new program. Solution to be developed necessarily to run on existing
database/application server --Oracle 11G and Oracle 10g/weblogic application. The servers which
shall be used for this software are SUN servers T series and M series at production site. Complete
details of hardware and system software are mentioned in ANNEXURE I In the application design
the current Oracle Licenses has to be used, no additional licenses shall be provided by BPCL.
3) The system shall have all the transactions online, however an alternate facility based on time
interval and proper authorization should be available to cater to customer in case connectivity is
not available for long time. The customer should not suffer due to connectivity issues at the RO.
BPCL CRFQ No : 1000194247
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4) Bidder should have a Frame work already developed which can be further customized /changed
to suit BPCL requirement. The same should be demonstrated during POC. Software so
developed/customized will be the property of BPCL with full rights on source code.
5) There will be a service level agreement to be entered in to covering various deliverables.
6) Audit findings to be mitigated in the new program by the successful bidder.
Detailed Scope of Work
The detailed scope of work under each module is given hereunder:
1 Finalization of requirement document (Blueprint)
A blueprint for the proposed development/ customization should cover the following aspects.
1.1. Design of the BPCL Loyalty programs - “PetroBonus” & “SmartFleet” and Joint Venture pure
loyalty program. (Refer ANNEXURE II for existing program details and ANNEXURE VII for key
features of the program.)
1.2. Design of the Integration of the above program with Retail
Automation/CRIND/POS/In&Out/Cr& Dr banking applications for multiple banks/LPG &
LUBES SBU’s requirements.
1.3. Functional Specification for the development.
1.4. Identified risks and their mitigation measures.
1.5. Migration plan without disruption in business continuity. Contingency plan for each
module/phase is mandatory.
1.6. The testing should include Unit level testing, End-to-end testing and User Acceptance test.
1.7. Post-migration plan of sustenance covering the areas of host, field services,card
personalization and Customer Grievance / Feedback management.
2. Software Customization/Development
2.1. Host hardware and software platform
2.1.1. The solution offered should be portable on the existing hardware of SUN servers of
T5240/M4000/M3000 on Solaris 10 or later versions,if any and database of Oracle 11g
BPCL CRFQ No : 1000194247
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with application server Weblogic. (Refer ANNEXURE I for full details of hardware
landscape).
2.1.2. Support for Log shipping to Disaster Recovery server using Oracle Data Guard.
2.1.3. Support to existing Microsoft exchange server/firewall/network infrastructure.
2.2. EDC/POST hardware and software
2.2.1. The proposed solution should be EDC and card agnostic. Initially to be made
compatible at least on two different makes (manufacturers) of terminals (portability on
different models of the designated makes of EDCs) which are being quoted and offered in
this tender.
2.2.2. Securing necessary SDK /Kernel details, licenses for all the makes and models of EDCs
is in the scope of the vendor. These SDKs/Kernel details and associated licenses should
be transferable to BPCL in the event BPCL desires so.
2.2.3. The EDC application should have such a structure that it can be made portable on
additional EDC makes other than what was offered by Vendor and/or CRIND at later date
on chargeable basis if required. The SDK and relevant documentation for CRIND will be
provided by BPCL when required.
2.2.4. Customer identification / Greeting and customized offering - Solution should be able to
identify select customer segment in the forecourt through a suitable technology (like RFID,
smart-tag, barcodes) provision for customized dynamic offerings. Infrastructure for
greeting and display shall be provided by BPCL.
2.2.5. Create a provision to recharge the loyalty card by swiping a credit card under one sale
transaction.
2.2.6. Provision of suitable EDC/PC based application to be made available in case BPCL
want to award promotional points of various partners based on sale transactions at
partner premise to enable such activity. (This arrangement is aimed at enhancing
Petromiles/reward point earning capacity of member through other program partners.)
2.2.7. The award of loyalty points should be administered either with physical user card or by
capturing registered mobile number or any other parameter that can be introduced.
2.2.8. The terminal application is should be developed on open source programming
language like C/C++/Java.
2.2.9. Auto transactions batch settlement with comprehensive monitoring mechanism, In the
event of non settlement for specified period, system should block such EDC for further
use and generate alerts and mailers to respective stake holders.
2.2.10. Transaction time desirable – User card transaction: maximum 10 seconds, batch
settlement: maximum 2 minutes.
BPCL CRFQ No : 1000194247
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2.2.11. Remote management of terminal application for upgrades and patches.
2.3. Communication and network.
2.3.1. Support and operate a robust communication network comprising of all possible modes
between POST and HOST, between servers for transaction processing.
2.3.2. Should support and have a suitable local dial up network for data transfer through digital
RAS/digital NAC as and where required. (Local telephone charges of the phone
line/CDMA/GPRS rentals if any will be borne by ME)
2.4. Ownership & Knowledge management
2.4.1. Ownership rights of source code of complete solutions that are developed and
customized for BPCL need to be transferred to BPCL prior to commencing
administration of the same.
2.4.2. Ownership rights of source code of developed solutions will deemed to be
property of BPCL during the contract period.
2.4.3. At the end of the contract ownership right of the source code along with all the
development carried during the contract will remain with BPCL.Vendor to execute
necessary documents.
2.4.4. Knowledge transfer with the documents listed in ANNEXURE VIII related to the
development of solution to be submitted along with the source code as per the
schedule.
2.4.5. Bidder shall establish a robust comprehensive software configuration
management (SCM ) setup at BPCL for the task of tracking and controlling changes
in the software, If something goes wrong, SCM should determine what was changed
and who changed it. If a configuration is working well, it should provide a mechanism
to apply across associated BPCL hosts.
2.5. Web portal/HOST
2.5.1. Development of Smartfleet/PetroBonus website with role based login
feature for the needs of BPCL role holders, customers, dealers, direct selling
agents, call centre, program service providers,Reward manager and marketing
agencies to manage the program.
2.5.2. Solution should have a robust web interface for
customers/associates/credit partners/service providers/call centres /SBUs for
customer / EDC complaint call management & monitoring etc.
2.5.3. Data security and integrity of transactions should be of highest standards
and should meet the existing banking industry norms/ policies and upgradable in
future.
2.5.4. Fuel rate updation by an auto program as and when price revision takes
place.
BPCL CRFQ No : 1000194247
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2.5.5. Develop a suitable Web application for the loyalty programs, accessible
through internet and BPCL LAN. Content/data should be always in
synchronization with system database with minimum time lag.
2.5.6. Develop a module to meet the requirements of Direct Selling Agents. Such
module shall have login in access to system via internet. Module includes login
based MIS and alerts.
2.5.7. Develop a module to meet the requirements of Smart Care centre. Such
module shall have login in access to system via internet. Module includes login
based MIS and alerts.
2.5.8. Develop a module for EDC complaint management. Such module shall
have login in access to system via internet. Module includes login based MIS and
alerts.
2.5.9. Provision to integrate/interface BROMA for EDC Complaint management if
required.
2.5.10. System designed to support the archiving of the old data. Necessary
policies for archiving data would be shared by BPCL.
2.5.11. Solution should have the interface with the modules mentioned below:-
1. SMS gateway.
2. Online CMS recharge through banking partners
3. Mobile -payments
4. Reward manager
5. Card personalization application
6. SAP
2.6. Cash/Credit and Recharge
2.6.1. Recharge Modes: Multiple modes of payments viz. Cash, Credit & Debit cards/
RTGS/NEFT/Payment gateway /Net banking/bank to bank transfer/Credit
partners/NBFCs/Bank etc.
2.6.2. Instrument for physical cash recharge/reload can be any one card from the account or
registered mobile number.
2.6.3. Solution should support seamless integration with credit partners (currently
M/s.Sundaram Finance Limited, Ashokleyland Finance Limited and HDFC) and provision
to add more partners in future.
2.7. Reward Management
2.7.1. Develop an on-line / web based loyalty point redemption process. This should include
automation of backend accounting procedure to eliminate manual intervention. The front
end process of point redemption should support POST, Laptop / PC and mobile devices.
BPCL CRFQ No : 1000194247
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Each stage of the redemption process should trigger necessary communication to
customer/BPCL stakeholders and/or any other agencies in future.
2.7.2. Develop a feature to support dynamic award/reward, based on various parameters that
may emerge out in future. To start with current development can be on
Recency/frequency/Monetary/multipoint fuelling/CMS transactions etc.
2.7.3. Built-in robust logic for customer categorization and additional reward based on various
parameters like business volumes / usage / longevity or any other parameters added
future. Periodic update of such categorization at DB level and trigger necessary
communication / alerts to customer and BPCL roll holders - through mail, SMS, Web page
pop ups.
2.7.4. A paperless reward voucher for In house reward items to be introduced. The equivalent
amount for the redeemed value to be credited in the customers account at the
backend.The amount so credited should be identifiable and not attract accrual /award
petromiles further. .
2.7.5. Reward management module should have a provision to support and have interface
with e-commerce application for end to end reward redemption transaction.(BPCL will tie
up with one or multiple e commerce web sites in due course of time.)
2.8. Reports/Alerts
2.8.1. Reports : Daily /monthly /quarterly /Adhoc and exception reports listed in ANNEXURE X
and any other reports as envisaged later.
2.8.2. Alerts: System governance and control system with appropriate alerts and mitigate with
pro-active measures.
2.9. Exception Management - To develop a foolproof exception management and corrective
mechanism covering major areas of operations/process listed below:-
1) Reload/Sales(low/abnormal and clandestine)
2) EDC operations
3) Transaction processing
4) Payment receivable/payables
5) Ledgers
6) Rewards
7) Petromiles accounting
8) Network related
9) Inventory
10) Card fulfillment related
11) Call centre operations
12) Any other not mentioned above.
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2.10. Integration
2.10.1. Solution should be able to integrate the front end module with Retail automation,
banking partners for credit/Debit card transactions, , credit partners and any pure loyalty
program of other corporate. However the level of integration would be specified during
blueprint preparation.
2.10.2. Seamless integration of solution and its data, transactions with all the
modules/service providers as under:-
1. SAP – Posting of financial transactions. at designated times
2. Business intelligence tool
3. Intranet GUI (BPCL LAN)
4. Internet GUI
5. Credit partners solution/data base
6. Loyalty partners solution/data base
7. Banking partners(multi-bankers)
8. Call center operations.
9. External reward management solution provider(s)
10. Dealers, customers and large operators/corporate houses
11. Compatibility with In &Out/ Automation/LPG/I &C customer data base
12. Analytics tool/external analytic service provider
13. BPCL first initiative
14. E-commerce sites .(for burning of loyalty points).
15. Internet payment gateways and other payment modes.
3. Member Enrolment Management /Card processing:
1. To develop/customise, a complete end to end member enrolment module which should include
1. An on-line enrolment facility through Web.
2. Physical application form processing
2. End to end enrolment module to necessarily have following features apart from general features:
1. Receipt/tracking of application forms
2. Data entry(error free data entry through Optical character Recognition-OCR)
3. Sequential numbering of customer accounts/card numbers for different programs
4. Proper identification flags for customer relationships
5. Capture complete customer data in the profile as per the existing application forms and
make provision for increasing the fields to capture maximum data such as goods
carried, routes travelled etc.(The data so collected and compiled will be tabulated at the
data base level for deriving meaningful insights and trends)
6. Robust card personalisation and printing mechanism.
7. Dispatch and tracking mechanism at each level including return to originating location.
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8. Suitable MIS and alert mechanism to all the stake holders(BPCL
offices/Customer/courier/call center,Web etc.)
9. Robust end to end tracking mechanism covering the activity of receipt of application to
delivery/acknowledgement of receipt of card by customer.
10. Provision to support on-site member enrolment campaigns and instant carding through
instant card printer- BPCL is currently owning Evolis(Pebble model)..(both off-line and
on-line facility,)
11. To have a facility of creating Instant card kit with necessary control mechanisms.
12. The module support replacement/additional requests and tracking of all such issuances.
13. Maker/checker feature.
14. Enrolment fee accounting, reconciliation and interlocking arrangement
15. Seamless integration with National toll free call centre/Web portal.
16. Robust PIN management and administration.
17. Trail and traceability for certain critical fields
18. Inventory management for stocks of card and card collaterals with suitable MIS and
alerts.
19. Solution should address KYC norms and related document management system.
20. To keep provision for Aadhaar card information and/or any other linkage/identification
as may arise..
21. Medium of user card would be would be primarily PIN enabled Mag strip car.
22. Smart Card and/or contactless cards/tags will also to be provisioned.
23. Development of personalization module, procurement of blank cards personalization
and dispatch of cards fall in the scope of successful bidder.
24. Cards shall conform to ISO 7816 standard or equivalent standards of the industry.
Necessary artwork will be provided by BPCL. Card Specifications are indicated in the
ANNEXURE XII.
25. Estimated card requirement is indicated in the Price bid.
26. Create exclusive environment for Testing of cards and card transactions.
4. POST/EDC Management
1. Transaction devise would be primarily POST/EDC Terminal for Mag strip, Smart Card
and/or contactless cards/tags.
2. Supply of EDC on monthly rental basis for 36 months for the use of BPCL/BPCL
dealers/merchants, business associates and other partners if any for their loyalty card
transactions, multibank credit/debit card transactions, retail automation transactions and
bill printing, partner loyalty transactions and any other card/non card transactions that are
possible on EDC.
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3. Supply of EDC includes procurement, deployment, breakdown/preventive maintenance,
cost of spares/peripherals etc.
4. EDC specifications are indicated in the ANNEXURE IX and they are applicable for
minimum two manufacturer makes.
5. Estimated requirement of EDCs,all makes/models put together would be 20,000 per month
to be deployed on Pan India basis as per the list that will be shared by BPCL. The
requirement may go up to 23000 in due course of time.
6. A buffer stock of minimum 5% of EDC base should be available at all times during the
contract period at each of the vendors hub,which is subjected to cross check by BPCL at
its discretion on any working day.
7. Necessary back to back service level agreement with OEM of EDC supplier is essential for
repair maintenance for throughout the contract period.
8. All EDC terminals that are installed to be insured for theft,fire,riots,damage etc.at ME
premises during the contract period. Insurance charges will be reimbursed on actual
basis.Necessary paper work related to preferring claim will have to be undertaken by
Vendor. The POST should have all relevant certifications to be deployed in fuel stations as
per the Indian laws.
9. POST has to support multi-banking transactions and routing.
10. POST should have adequate memory to host all the existing programs ie Petro
Bonus/SmartFleet/partner loyalty/automation PAD application/Banking application with a
provision for co- riding coalition programs and any other programs in future.
11. POST should be able to identify the variant of the card such as BPCL Loyalty cards,Cr/Dr
banking cards,Partner card etc. and invoke suitable application on its own.No manual
navigation/selection required (eg : SmartFleet card should invoke BPCL loyalty
application,TML card invoke TML application and Credit/Debit card should invoke Banking
application)
12. POST should have multi color display with wide screen and support all modes of
connectivity (PSTN, Vsat, Broadband CDMA,GPRS and other modes of communication). It
should also support all wireless modes.
13. All the transactions should PIN authenticated. PIN should be issued and managed by Host
, the communication between POST and HOST should be encrypted and managed by
HSM.PIN should be numeric between 4 to 12 digits.
14. Also, there can be policies around PIN/PAN/track data to achieve higher level of security
such as
a. Force PIN change prior to first use.
b. Force PIN change every 60 days.(optional)
c. Use only PCI PED to capture PIN so that like other loyalty program where pin is
captured in clear text and sent across, this PED captured pin will be an encrypted
pin block like normal bank transaction and cannot be deciphered. It can only be
verified by using authorized BPCL HSM.
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d. Track 2 or PAN as well should be encrypted so that it could not be deciphered
using authorized BPCL HSM.
e. The PIN, PAN and track data should be authenticated online through HSM
f. HSM shall be provided by BPCL, however till BPCL procure the HSM facility of
the bidder shall be used.
5. Customer Grievance / Feedback management:
1.VOICE CALL CENTER MANAGEMENT:
To provide a 24X7, a National Toll Free call centre facility, as per the broad requirements given
below:
1. Language support: 7 languages(English,Hindi,Bangla and 4 Southern state languages-
Telugu/Tamil/Kannada & Malayalam.)
2. Call traffic: To support min20incoming calls at any given time during peak hours scalable in
future. Estimated monthly incoming call traffic:Max.45,000 &outgoing calls: 5,000.(scalable
up to 60,000 incoming and 8000 outgoing calls per month)
3. Dedicated/shared work stations.
4. Abandoned call rate:max2%
5. Robust and latest technology IVR set up, CTI for call center management
6. Web based screens, MIS, alerts, call status, tracking of various types of calls, escalations, analysis etc. as per BPCL requirement.
7. Location of Call centre: Municipal limits of Mumbai/Navi Mumbai/Thane.(an extension arrangement for handling Southern state calls is allowed)Tracking and identification of dropped calls for call back if need be.Additional features that have evolved in the industry to be adapted.
8. To liaise with BSNL to retain/integrate with the existing toll free number.(in case the same is not possible, the bidder must apply for a Toll Free Number on BPCL’s name from a BPCL specified serviceprovider and get it installed on behalf of BPCL. The costs and deposits will be reimbursed by BPCL.
9. Coordination regarding installation, routing, mapping, trouble shooting of the toll free numbers during the contract period shall be handled by the bidder. Any document/ letter in this regard will be issued by BPCL.
10. Co-ordinate with service provider to shift and use of existing ISDN lines for the call centre and card perso activity for connectivity purpose. The fixed charges & recurring charges would be reimbursed against proof of payment on monthly basis.
11. Receive inbound voice calls; enter details in Web portal designed for this purpose and provide suitable solutions based on the data available in the GUI access.
12. Initiate outbound calls for marketing campaigns and specific promotional offers as advised by BPCL.
13. Provide inhouse training to VCC executives periodically, as mutually. 14. Generate Daily / Weekly / Monthly VCC statistics reports to BPCL.
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15. Recording 100% inbound as well out‐ bound calls for audit trail for six months &retrieving & making available the data as & when required by BPCL.
16. Calling back the customers from the data available from reward redemption requests and any other modes as advised by BPCL.
17. Updating data base from various sources as advised by BPCL from time to time on web‐ site /designated GUI screens.
18. BPCL. Provide additional seats (upto 3) within 20 days from the date of written request by BPCL at same agreed rates, terms & conditions
2.Handling P.O.Box
1. Handling all inbound Postal queries, maintaining log, ensuring closure of complaints received within 3 days of receipt of complaints where no follow up is required and 7 days where follow up is required.
2. Ensuring effective follow up and closure. 3. Managing the P.O. Box - arranging receipt of mail from P.O Box on weekly basis. 4. Renewing the contract of P.O. Box on time with India Post. 5. MIS on in bound postal queries as decided by BPCL.
3.Handling Web based feedback &email queries for the program.
1. Handling inbound emails and ensuring closure of complaints received within 3 days of receipt of complaints where no follow up is required and 7 days where follow up is required. Ensuring effective follow up and closure.
2. Submitting weekly report (on 1st day of the following week) and monthly report (on 1st day of the following month), analytics and suggestions for improvements for lowering customer complaints.
3. Weekly Customer Service JSR (on 1st day of the following week) 4. Weekly Report on Category wise complaints (Email+ Postal) (on 1st day of the following week) 5. Weekly Open cases report (on 1st day of the following week) 6. Monthly complaint response time analysis (on 1st day of the following month)
6. Project Monitoring and hand holding:
A loyalty Program Manager (LPM) should be assigned to execute the complete project.
1. The LPM is responsible for the execution and delivery of the project. He will closely work
with BPCL project team for the successful completion of project milestones as below.
a. Preparation of blueprint.
b. Customization of software.
c. Thorough testing of all modules.
d. Migration plan of POST and HOST system.
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e. Pilot at 100 sites.
f. Complete roll out plan.
2. The timelines for end-to-end completion of project is 10 months from date of award of
contract.
3. A complete project plan with timelines for above milestones to be submitted to BPCL
once PO/LOI is awarded to bidder which can be changed later as per mutual
understanding. However BPCL decision shall prevail.
4. LPM has to ensure that development is being done in line with specifications which are
approved by BPCL.
5. Periodic review meetings shall be held with BPCL role holders.
6. LPM will ensure smooth transfer of knowledge of the application to BPCL team and field
users.
7. LPM will ensure the preparation and handing over of all manuals associated with the
project like unit-testing & UAT manual / training manual/system manual/user (operations)
manual.
7. Migration of existing system to New system
1. Migration should be seamless with zero downtime and no disturbance to existing
operations.
2. Customers should be able to transact with the existing cards on the new application with
the same security features and credentials.
3. Existing customer transaction database in total must be made available in the new
platform..
4. Bidder should have a provision to immediately address customer complaints (if any),
during the migration phase.
5. The customer login credentials should not change on the new website.
6. Bidder is responsible for the clean data and removal of dependencies with old
system/application within stipulated time.
7. When new and old application co-exists during transition phase, there should be a
mechanism to synchronize the relevant databases on real-time. (e.g. Ledger)
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8. Bidder should ensure that all transactions are happening as per business logic.
9. The daily SAP posting for settling dealer outstanding should happen as per the existing
process.
10. BPCL loyalty partner applications should be seamlessly migrated with zero downtime.
11. Bidder should ensure correctness of customer statements / financial statements /
exceptional statements during the transition phase.
12. Bidder should ensure all B2B, B2C data exchange and processing happen seamlessly
during the transition phase.
13. Cards Hotlist Management should be synchronized in old and new applications.
14. Bidder is responsible for the reconciliation of customer balances / dealer outstanding /
banking transaction (CMS recharges) and credit transactions during the transition phase.
15. Data integrity should be maintained at the completion of migration activity, the data should
match with that of SAP, Loyalty BI, banking partners, credit partners and customers
accounts
8. Implementation at all sites Pan India :
1. LPM to ensure successful completion of UAT and pilot implementation at 25 locations as
per SLA and balance 75 locations thereafter.
2. As defined in the scope of work the transaction should not take more than 25 seconds in
the retail outlet. The settlement process should not take more than 5 minutes.
3. After successful completion of 100 pilot sites, the balance sites will be taken up for roll out
as per the Roll out plan.
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9. Existing Smartcard Basic Operation
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SECTION IV
EXECUTION TIMELINES
Sr. No Activity Timeline
1 Preparation of Blueprint (Scope Document) in
consultation with BPCL team.. 4 weeks from date of LOI
2 Finalization and approval of Blueprint
document by BPCL
2 weeks, from date of submission of
Blueprint.
3 Development and customization of the
solution.
17 weeks from the date of approval
of Blueprint.
4 Solution Testing including Integration. 6 weeks
5 Piloting the program to commence at 100
sites. 4 weeks
6 National Roll out to commence In 2 weeks from date of approval.
7 Completion of National roll out in balance
RO's(approx.5000ROs) 8 weeks from date of approval
8 All source code testing / workability / technical
training of BPCL at BPCL premises 3 weeks
9 Training and handholding of BPCL team of 25
at BPCL premises 2 weeks
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SECTION V
SERVICE LEVEL AGREEMENT (SLA) -Draft only.
(To be finalised and signed before the commencement of job)
This section defines host related specific service requirements.
The Service Requirements are categorised/structured as follows
1. Managed Technical Services – 24X7 Help Desk 2. Application Services 3. Database Management and Administration 4. OS and Server Management 5. Disaster Recovery and Business Continuity 6. Security Management 7. Reports Management 8. Performance / Review
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1 Managed Technical Services – Help Desk
1.A Technical help desk Set Up
Set up,24X7 Technical Help desk to support/facilitate smooth running of applications-covering the following:
1. Transaction processing and management 2. Web portal 3. Report server related 4. Exception management 5. User interface related etc.
Escalations/interaction would be primarily come from following users
1. Technical calls received from the field (viz, Petrol Pump Owners, Field Force)
2. Calls from / to third party service providers (like Oracle, Wipro, etc.)
3. Calls from / to BPCL teams (viz, Network IIS team, Retail IS team)
4. Calls from / to BPCL Management (viz, Program manager from BPCL, Retail IT Head)
5. Unresolved calls at national call center may get escalated.
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1.B 24X7 Help Desk Services – General Service Requirements
Following are certain general service level requirements (that are, non-specific to type of problem/issue/service request) that the Vendor needs to fulfill.
Section Services/Activities
1.B.1
The help desk members should be technically qualified and
competent to understand the business / transaction processes and
help addressing issues [Please see further sections of the SLA to
understand the job requirements of the Help Desk Member]
1.B.2
Vendor must support the volume of calls outlined above and should
describe their approach to managing increased volumes of calls as
more services and systems are delivered and supported
1.B.3
Logging of calls should not be restricted to the telephone, with
alternatives such as email, intranet, etc. being made available.
Vendor should describe their proposed process, including any
elements of the process which will be automated through appropriate
workflow
1.B.4 Call logging should be done at all times, and any communication
through the Help Desk should be documented and logged
1.B.5
Vendor must manage calls from receipt through to closure,
maintaining communication with all parties involved, including the
customer and any internal or external referral groups involved (if
any). First time fix should be the target at all times
1.B.6 Vendor should describe their process for managing, scheduling and
deploying support staff to resolve service issues
1.B.7 Vendor must implement a Configuration Management Process
1.B.8
Vendor should describe their Configuration Management Process
ensuring that:
- all IT assets required for the delivery of services, irrespective of
ownership, are accounted for;
- accurate information is available to support the Service
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Management process;
- there is a sound basis for Incident, Change and Release
Management
1.B.9 Vendors must maintain an asset register for all hardware and
software supported within the contract
1.B.10
Vendor must implement a formal Incident Management Process and
should describe their proposed Incident Management Process which
will ensure:
- the best use of resources to support the business;
- the development and maintenance of meaningful records relating to
Incidents; &
- the development and application of a consistent approach to all
Incidents reported
Section Services/Activities
1.B.11
Help desk member should perform the Diagnosis of calls to define
their Priority and Classification within 15 minutes from the time of
receiving the call [See Sections 1.C and 1.D) and log accordingly
1.B.12 Vendor must provide the contact details of all the people involved
across several levels of escalation [See Section 1.E]
1.B.13 Call received at the Help Desk should be picked up in the first two
rings
1.B.14 Maximum hold time for a consumer should be 2 Minutes
1.B.15 The after call wrap up time for logging in the description of the call,
etc. should not be more than 1 minute
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1.C Priority of Calls (Service Requests) at Help Desk
BPCL has established a system for prioritizing service problems based on severity of the problem
reported. Below is a guideline for defined priorities:
Priority Explanation and Examples
0
Total Out of Service Condition
- No Network availability
- Connection down with no alternate route
- CMS service not available
- Online Transaction getting declined
- Transaction / Batch Settlement not happening
- Customer web portal not accessible.
1
Service Outage with Alternate connection available
- Network connection down with alternate route
available
- Partial out of service
- POST Software corruption
- POST Hardware Corruption, etc.
- City specific Issues
- ROC Corruption
2
Service Available but with slow response
- Internet connection slow
- Network (VSAT, RF link, etc.) connection slow
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- Poor response of Customer web portal
3
Non-service affecting
- Application enhancement, development,
- Documentation
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1.D Classification of Calls (Service Requests) at Help Desk
The type of calls received at Call Center can be of four types as mentioned in the Table below.
However, the current arrangement may change depending upon the change in scope in future. If any
change in scope happens, the same will be communicated to the Vendor 15 days prior to the
implementation.
Service Request (SR) Type Nature of Action required
0
Calls which require coordination with other parties (for
e.g., BPCL Retail IS Team, BPCL IIS Network Team,
3rd Party Vendors, etc.)
1 Calls which can be solved over the phone with some
due diligence done at the Host, Database, etc.
2
Calls which can be solved over the phone and should
have ideally been solved at the Customer Call Center
level
3 Calls which require application development,
enhancement, bug fixing, etc.
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1.E Escalation Levels
The escalation matrix for each Call (Service Request) type is described below. Please note that this is
indicative in nature, any suggestions from the Vendor are welcome and the final procedure would be
mutually agreed upon. Contact details of all the people involved across levels of escalation needs to
be provided by the Vendor.
Also, the escalations to BPCL team would happen at two levels:
First Level of escalation within BPCL for each category of problem Overall Single point of contact (Program Manager) of BPCL
The same would be defined by BPCL in the following format:
Category of
problem
First Level of escalation
within BPCL
People from BPCL who need to know
about the Service Request
1 2
Host Application
Development and
Maintenance
OS and Server
Administration
Database
Administration and
Maintenance
Network and
Security
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Note – Time durations mentioned in the matrix at each level are the average durations within which
appropriate action needs to be taken, else automatic escalation should happen to the next level
1.E.1 Service Request Type 0 - Calls which require coordination with other parties (for e.g., BPCL
IIS Team, 3rd Party Vendors, etc.)
Note - T (SLA) represents the time as per the SLA of the concerned party. For e.g., with Wipro we
have Gold Support, according to which they should be onsite within 2 hours of calling them, so in this
case T (SLA) is 2 hours
Also, note that the BPCL’s corresponding Level B point of contact (to be defined by BPCL needs to
be informed (through SMS, Call and Email) in 15 Minutes in case of Priority 0 and Priority 1 Service
Requests
Escalation
Level
Responsibility Center Priority 0 Priority 1 Priority 2 Priority 3
Level A
Help Desk Team
Member / On-site
Team Member
5 Min 20 Min 45 Min 1 Hour
Level B On-site Team Lead 10 Min 45 Min 1.5 Hours 2 Hours
Level C
The overall single
point contact of the
Vendor
30 Min 1.5 Hours 3 Hours 4 Hours
Level D The single point
contact of BPCL 30 Min
T (SLA) + 2
Hours
T (SLA) +
As needed
T (SLA) +
As
Needed
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1.E.2 Service Request Type 1 - Calls which can be solved over the phone with some due diligence
done at the Host, Database, etc.
Also, note that the BPCL’s corresponding Level B point of contact (to be defined by BPCL) needs to
be informed (through SMS, Call and Email) in 15 Minutes in case of Priority 0 and Priority 1 Service
Requests
1.E.3 Service Request Type 2 - Calls which can be solved over the phone and should have ideally
been solved at the Customer Call Center
Also, note that the BPCL’s corresponding Level B point of contact (to be defined by BPCL) needs to
be informed (through SMS, Call and Email) in 15 Minutes in case of Priority 0 and Priority 1 Service
Requests
Escalation
Level
Responsibility Center Priority 0 Priority 1 Priority 2 Priority 3
Level A
Help Desk Team
Member / On-site
Team Member
15 Min 30 Min 1 Hour 2 Hours
Level B On-site Team Lead 45 Min 1 Hour 2 Hours As Needed
Level C
The overall single
point contact of the
Vendor
2 Hours 4 Hours 6 Hours As Needed
Level D The single point
contact of BPCL 4 Hours 8 Hours 12 Hours 16 Hours
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Also, note that the BPCL’s corresponding Level B point of contact (to be defined by BPCL) needs to
be informed (through SMS, Call and Email) in 15 Minutes in case of Priority 0 and Priority 1 Service
Requests
Escalation
Level
Responsibility Center Priority 0 Priority 1 Priority 2 Priority 3
Level A
Help Desk Team
Member / On-site
Team Member
15 Min 30 Min 45 Min 1 Hour
Level B On-site Team Lead 1 Hour 1.5 Hours 3 Hours 4 Hours
Level C
The overall single
point contact of the
Vendor
2 Hour 4 Hours 8 Hours 12 Hours
Level D The single point
contact of BPCL 4 Hours 8 Hours 16 Hours 1 Day
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1.E.4 Service Request Type 3 - Calls which require application development, enhancement, bug
fixing, etc.
Escalation
Level
Responsibility Center Priority 0 Priority 1 Priority 2 Priority 3
Level A
Help Desk Team
Member / On-site
Team Member
1 Hour 4 Hours 2 Days 4 Days
Level B On-site Team Lead 2 Hours 16 Hours 4 Days 8 Days
Level C
The overall single
point contact of the
Vendor
6 Hours 1 Day 6 Days 15 Days
Level D
The overall single
point contact of
BPCL
T (SLA) + 4
Hours
T (SLA) + 1
Day
T (SLA) +
As needed
T (SLA) +
As
Needed
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1.F 24X7 Help Desk Services – Service Levels for Requests which require Self-Manning or
Coordination with the Vendor’s Data Center team
This section defines SLAs for calls which are taken care of by the Help Desk members, either by the
call receiver himself or in coordination with her other team members maintaining the Host application,
Database, etc. at the Data Center
Section Services/Activities
1.F.1 Receive the call at Level A [See Section 1.E for escalation levels] and log the
call
1.F.2 Take steps towards corrective action / information provision and maintain the
log
1.F.3 Perform Manual / Automatic Escalation as per the escalation procedure
defined in Section 1.E
1.F.4 Close the call and maintain the log
1.F.5 Follow appropriate change control procedures when making modifications to
resolve Service Requests
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1.G 24X7 Help Desk Services – Coordination with Other Parties
This section defines SLAs for calls which involves issues to be resolved by parties other than the
Vendor – namely, the party which has signed the AMC for SUN servers with BPCL (WIPRO), BPCL’s
Information System Team, Network and Terminal - are taken care of by the Help Desk members,
either by the call receiver herself or in coordination with her other team members maintaining the
Host application, Database, etc. at the Data Center
Section Services/Activities
1.G.1 Coordination with BPCL Retail IS or Network Team
1.G.1.1 Receive the call at Level A and log the call
1.G.1.2 Email and call the concerned point of contact in the IS Team
1.G.1.3 Follow up with the IS team to check if the defined process is being followed at
their end to resolve the issue or not. Maintain a log of all follow ups
1.G.1.4
If the IS team is not meeting its SLAs, escalate the issue to the single point of
contact of the BPCL Retail IS Team (to be defined by BPCL) with proper
evidence that the case is pending at IS Team's end
1.G.1.5
In case of any dispute with respect to the ownership of the Service Request,
the same needs to be amicably decided between the Single Point of Contacts
from both the teams
1.G.1.6 Close the call and maintain the log
1.G.2 Coordination with the service provider of Oracle Hardware and Software.
1.G.2.1 Familiarization with the AMC Terms and Conditions with service provider
1.G.2.2 Issue a Service Request Number and log the details upon calling the
concerned point of contact of service provider
1.G.2.3 Follow up with service provider to check if the defined process is being
followed at their end to resolve the issue or not. Maintain a log of all follow ups
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1.G.2.4
If the service provider team is not meeting its SLAs, escalate the issue to the
single point of contact of the BPCL (to be defined by BPCL) with proper
evidence that the case is pending at service provider end
1.G.2.5 In case of any dispute with respect to the ownership of the Service Request,
the same will be decided by the Single Point of Contact of BPCL
1.G.2.6 Close the call and maintain the log
1.G.3 Coordination with the Operations Team of BPCL
1.G.3.1 Familiarization with the roles and responsibilities of the Operations team of
BPCL
1.G.3.2 Issue a Service Request Number and log the details upon calling / intimating
the concerned point of contact of the BPCL team
1.G.3.3 Follow up with the Operations Team to check if the defined process is being
followed at their end to resolve the issue or not. Maintain a log of all follow ups
1.G.3.4
If the Operations team is not meeting its SLAs, escalate the issue to the single
point of contact of the BPCL (to be defined by BPCL) with proper evidence
that the case is pending at Operation Team’s end
1.G.3.5 In case of any dispute with respect to the ownership of the Service Request,
the same will be decided by the Single Point of Contact of BPCL
1.G.3.6 Close the call and maintain the log
2 Application Services – Development and Support
This section delineates the service levels with respect to development and support of the appropriate
application software.
Section Services/Activities
2.A Management
2.A.1 Provide a central Point of contact for application related services
BPCL CRFQ No : 1000194247
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2.A.2
Coordinate the approval and prioritization of break fix, minor
patches, bug fix or patches, Minor Enhancements, minor
configurations, minor upgrades, and any new reports with BPCL
counterpart
2.A.3 Collect performance statistics for monthly meetings
2.A.4 Ensure conformance with BPCL's IT Strategy
2.A.5 Prioritize issues received by the help desk and other sources
2.A.6 Determine and proactively manage business risks associated
with service delivery
2.A.7 Perform resource management (performance reviews,
management, hiring, etc.)
2.A.8 Support BPCL’s business processes through joint planning
2.A.9 Recommend third party technology platform that best meets
BPCL business needs and expense/Service Level expectations
2.A.10 Release Planning
2.A.11 Update Training Materials
2.A.12 Schedule Team work efforts to meet Service Levels and
complete work activities
2.B Problem Resolution & Escalation
2.B.1 Accept Service Requests of Type 1 that come from the Help
Desk
2.B.2 Diagnose and resolve the problem, once done notify the Help
desk electronically by maintaining the log
2.B.3 Engage BPCL IS Team and other service organizations, when
required, to resolve Service Request Types 0 and 1
2.B.4 Follow appropriate change control procedures when making
modifications to resolve Problem Tickets
2.C Application Support & Development
BPCL CRFQ No : 1000194247
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2.C.1 Review Issues in the Call Tracking System
2.C.2
Perform User Maintenance tasks of License availability check,
create Application access account, and assign access rights. All
access rights need to be approved and authorized by BPCL
2.C.3 Provide “How do I?” support to Help Desk for Service Request
Type 1
2.C.4 Prepare functional/technical specifications for break fix or repair
of application to rectify design defects against specifications
2.C.5 Perform Root Cause Analysis
2.C.6
Prepare functional/technical specifications for minor
configurations and minor upgrades and make them available to
BPCL
2.C.7 Apply minor software patches, perform minor configuration
changes
2.C.8 Coding: Analysis, planning, design, code and install applications
enhancements and Upgrades
2.C.9 Provide BPCL open issues report and help prioritize
2.C.10 Develop and publish a release schedule for the Application and
associated components
2.C.11 Execute releases to published schedule
2.C.12 Integrate test and sign off on final solution for break-fix, minor
enhancement, or upgrade
2.C.13 Migrate to QA system using appropriate processes and
procedures
2.C.14 Test all affected business application transactions post-
development and prior to official QA testing
2.C.15 Perform QA testing and sign off on all Application releases and
report pushes
BPCL CRFQ No : 1000194247
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2.C.16
Create and maintain Application Documentation (Functional and
Technical) for changes in Application as implemented and make
the same available to BPCL
2.C.17 Test all affected business application transactions in the QA
system
2.C.18 Test and apply software releases (i.e. hot fixes, service packs)
from application Vendors for supported Applications
2.C.19 Support and maintain the integrity of the Application Test, QA,
and Production environments
2.C.20 Arrange QA testing by BPCL, as per the latter’s schedule
2.C.21 Maintain and support Application monitoring tools
2.D Application Development and Maintenance – POS Terminal
Application
2.D.1 Hotlisting Parameter file in the application needs to be generated
twice in a week
2.D.2 The application should be fine tuned as batch settlement time
depends on this application tuning
2.D.3 Blocked cards of customers should be handled by the terminal
(POS) application accurately
2.D.4 Each time there is a change in terminal application the same
should be populated on the terminal without manual intervention
2.E Application Development and Maintenance – Host ISO Server
Application
2.E.1 No mismatch in the log of data exchanged between the terminal
application and ISO host
2.E.2 ISO log should be available to the user in GUI form
2.E.3 Status of all the batches hit at host should be made available
2.E.4 No customer should be able to transact more than his balance
and should not be awarded more petromiles than deserved.
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2.E.5 Application needs to check faults like Customer balances
becoming negative
2.E.6 Information on payable receivable should be available for
immediate action.
2.E.7 Any card that is blocked / hotlisted should not be able to transact
2.E.8
All data, which needs to be uploaded in SAP (to be defined by
BPCL) should be automatically populated and no manual
interventions should be required
2.E.9 Customer should not be able to redeem points more than eligible
loyalty points.
2.F Application Development and Maintenance – GUI (Intranet /
Internet)
2.F.1 Comprehensive User manual should be available
2.F.2 Comprehensive System manual needs to be developed and
updated
2.F.3 All security features should be built in the application
2.F.4 User management module should be available for access profile
changes
2.F.5 Application should be thoroughly tested for Internal Errors and
proper error messages should pop up instead of system failures
2.F.6 A log on online users need to be maintained and should be
accessible to the authorized persons (defined by BPCL)
2.F.7 Performance tuning of the application should be done on regular
basis as Database will increase day by day.
2.F.8 A log on the downtime of the GUI should be available
2.F.9 Modules used by partners are extremely critical and should be
accessible anytime and work on a stand alone basis
2.F.10 Customer should be informed in advance the non availability of
the pages
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2.G Application Development and Maintenance – PIN Unblocking /
Personalization
2.G.1 Application user manual and system manual should be made
available
2.G.2 The Access to this application at the territory should be given
after taking proper permission of IT incharge
2.G.3 Full security features should be built in this application
2.G.4 A log on online users need to be maintained and should be
accessible to the authorized persons (defined by BPCL)
2.H Application Development and Maintenance – SMS Server
2.H.1 Provide a liaison to coordinate with BPCL Retail IS team and
monitor the system uptime and downtime
2.H.2 Escalate issues with the single point BPCL (to be provided by
BPCL) in case of any issues
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3 Database Management Service
The following section describes the overall requirements for Database Management Service to be
provided for Oracle database application sustenance and management at BPCL Data Center and to
meet the service norms as defined. The service would also include ongoing database tuning for better
performance. The database being used is Oracle 11g and Application Server Oracle 10g
AS/Weblogic
Section Services/Activities
3.1 Identify and apply database technology patches as required
3.2 Perform and monitor database availability
3.3 Monitor and request scheduled database backups
3.4 Perform database system recovery
3.5 Perform database monitoring and tuning
3.6 Maintain space availability for users
3.7 Perform daily database maintenance activities
3.8
Maintain availability of the production system and all supporting
systems including development, patching, testing, and
preproduction environments
3.9 Schedule and request changes to infrastructure if required by
database (e.g. Operating patches)
3.10 Upgrade technology executables and coordinate compatibility with
technical system and hardware administrator
3.11 Perform long-term capacity planning
3.12 Create documentation of database structures
3.13 Update and maintain database documentation
3.14 Install and upgrade DBMS Vendor Software
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3.15 Configure and maintain DBMS instances
3.16 Allocate disk space to tablespace / dbspace
3.17 Configure and schedule backup and recovery tools.
3.18 Implement recovery media retention procedures
3.19 Configure DBMS monitoring tool
3.20 Own technical support relationship with Vendors
3.21 Adjust DBMS configuration parameters
3.22 Recommend database reorganization strategies
3.23 Owns DBMS administrator user-id and is accountable for its use
(e.g. user-ID’s "Oracle")
3.24 Define, document, maintain and publish DBMS configuration
guidelines and standards
3.25 Configure DBMS options such as "parallel server"
3.26 Configure DBMS data replication service for high availability
3.27 Define, document, maintain, and publish standard retention
procedures for recovery media
3.28 Define, document, and publish standard monitoring tool alerts
3.29 Database Administrator should be Oracle Certified Professional
3.30 All User access rights need to be authorized by the BPCL Retail
IS team
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4. OS and Server Administration
The services will cover all designated Solaris servers deployed. BPCL has the cover of Premium
support covering Oracle hardware.
The following section describes the overall requirements for OS and Server Administration:
Section Services/Activities
4.1 Perform security management – Configuring Account policy, Access
rights, and Password control
4.2 Schedule and execute jobs
4.3 Schedule and optimize the services running on the server
4.4 Monitor and Check for crash dumps/panics
4.5 Conduct OS performance tuning along with Vendor
4.6 Verify system logs and periodically clean up log files
4.7 Perform application of patches/ system upgrade along with the
Vendor
4.8 All User access rights need to be authorized by the BPCL Retail IS
team
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5 Disaster Recovery and Business Continuity
Vendor must provide Disaster Recovery management and contingency planning for specific systems,
to agreed service levels and in accordance with the Disaster Recovery and Business Continuity
requirements of BPCL.
The following section describes the overall requirements for OS and Server Administration:
Section Services/Activities
5.1
The online hot swapping process should happen with a writable
snapshot of production database that is refreshed at a limit to be
mutually agreed upon by BPCL and the Vendor
5.2 Schedule and perform regular tests on the efficacy of the DR and BC
arrangements
5.3 Schedule and coordinate testing by BPCL / external party
5.4 Take regular back ups of the data and store the same at defined
locations (to be provided by BPCL)
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6 Security Management
BPCL is committed to the maintenance of high levels of security and Vendors will be required to
demonstrate that their approach to Security Management is driven by adherence to widely accepted
standards applicable to the health delivery environment.
In their responses, Vendors will be required to satisfy the following general requirements:
Section Services/Activities
6.A Audit
6.A.1
If Vendor has not already had a security audit performed by mutually
agreed upon third party, BPCL will conduct an initial security audit of
Vendor’s security controls that are designated by Vendor to be used
in provision of the Services under the Agreement. This initial audit will
be scheduled at a mutually agreeable time and will determine the
state of security and readiness within Vendor’s environment. Prior to
Vendor accessing, gathering, storing, or processing BPCL data,
Vendor will resolve any issues identified through the initial security
audit as mutually agreed upon by the parties
6.A.2
If Vendor has had a security audit performed by an industry
recognized third party as mutually agreed upon by the parties, then
the requirements of Section 6.A.1 will be waived and the following
obligations will apply:
Prior to Vendor accessing, gathering, storing, or processing BPCL
data, Vendor will provide BPCL with the scope and results of the most
recent security audit performed by that third party. The scope of this
audit must include the proposed BPCL-related environment and its
compliance with BPCL’s requirements shall be determined by BPCL
BPCL CRFQ No : 1000194247
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in its sole discretion
6.A.3
During the term of the Agreement, BPCL reserves the right to
periodically audit the infrastructure designated by Vendor to be used
in provision of Services under the Agreement to ensure compliance
with the requirements of this Exhibit. Non-intrusive network audits,
such as TCP port scans, may be performed randomly without prior
notice.
More intrusive network and physical audits may be conducted by
BPCL with 24 hours notice during the term of the Agreement. This
type of audit will be conducted as and when required.
If during the term of the Agreement Vendor has had periodic audits
performed by a mutually agreed upon third party, Vendor will provide
BPCL with results of such periodic audits
6.A.4
Code Audits: A web code review is the audit of web code, including
Java, etc., for the explicit purposes of detection and remediation of
security vulnerabilities. If Vendor has completed a web code review,
then Vendor will disclose to BPCL who completed the review, the
results of the review, and what remediation activity has taken place. If
a web code review has not been completed, Vendor will disclose
when such an activity is planned
6.A.5
Audit After an Incident: If a breach of security incident occurs
involving a Vendor facility or Vendor’s systems, BPCL may suspend
or terminate Vendor’s access to BPCL and it will conduct a security
audit
6.A.6
BPCL Results and Vendor Response: BPCL will provide Vendor with
detailed results of any audit performed by BPCL. Vendor will be
granted thirty (30) days to resolve any issues BPCL has identified
through an audit. Once the identified issues have been resolved,
BPCL may also conduct a security audit to ensure the completion of
the resolution. Vendor’s failure to resolve issues identified through
audits as set forth above may be deemed by BPCL to be a material
breach of the Agreement resulting in BPCL terminating the
BPCL CRFQ No : 1000194247
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Agreement without penalty or other termination charge to BPCL
6.A.7 Services provided to BPCL by the Vendor should be BS15000
certified
6.A.8 Vendor should have accreditations from Independent Bodies such as
ISO 9001
6.A.9 Services offered to BPCL should be maintained using SAS 70 audit
standards
6.B Security Incidents and Response
6.B.1
Notification and Timing: Notwithstanding any other legal obligations
Vendor may have, Vendor agrees to immediately notify BPCL in
writing upon Vendor’s discovery of a breach of security of its systems
where BPCL’s data or materials containing Personally Identifiable
Information, including but not limited to BPCL Users’ IDs or
passwords (collectively “PII”), have been acquired by an unauthorized
person or Vendor reasonably believes that such a breach of security
may have occurred. Vendor will also provide immediate feedback to
BPCL about any impact this possible or actual breach may or will
have on BPCL or its user community. In accordance with its
obligations under this Section 6.B.1, Vendor will use commercially
reasonable efforts to notify BPCL of the possible or actual security
breach no more than thirty (30) minutes after detecting the possible or
actual breach. Notwithstanding the foregoing, in no circumstances will
more than one (1) hour pass between Vendor detecting a security
breach and BPCL being notified
6.B.2
BPCL Security Resources: During the term of the Agreement, BPCL
may, upon mutual agreement with Vendor, provide resources from its
security group to assist with an identified security breach
6.B.3
BPCL Environment Isolation: Vendor will either immediately disable
functionality of the application or isolate and safeguard the BPCL data
should a security issue be identified. BPCL reserves the right to
require Vendor to isolate its databases/servers/networks if it appears
that BPCL customer information is being compromised by the security
breach
6.B.4 Vendor Response: Vendor’s failure to resolve security breach issues
as set forth above may be deemed by BPCL to be a material breach
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of the Agreement resulting in BPCL terminating the Agreement
without penalty or other termination charge to BPCL
6.C Physical Security
6.C.1 Access Disclosure: Upon written request from BPCL, Vendor will
disclose list of authorized personnel who have access to the
environment hosting the application for BPCL
6.C.2 Background Check: Upon written request from BPCL, Vendor will
provide BPCL with documentation regarding its background check
procedures
6.D Host and Web Security
6.D.1
Upon written request from BPCL, Vendor will provide BPCL with the
following information, all of which shall be considered the Vendor’s
Confidential Information:
(a) How and to what extent the hosts (Unix, etc.) comprising the
BPCL infrastructure have been hardened against attack
(b) Hardening documentation for Computer Aided Instruction (CAI), if
available
(c) A list of current patches on hosts, including host Operating System
patches, web servers, databases, and any other material application
(d) Policy for applying patches and identifying and mitigating security
vulnerabilities
(e) Processes for monitoring the integrity and availability of BPCL
related hosts
(f) Information on their password policy for the BPCL infrastructure,
including minimum password length, password generation guidelines,
and how often passwords are changed
(g) Information on the account management process, for all accounts
Vendor is responsible for. This will include information on how an
account is created, how account information is transmitted back to the
user, and how accounts are terminated when no longer needed
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6.D.2
Upon written request from BPCL, Vendor will provide BPCL with the
following information:
(a) Specific configuration files for any servers and associated support
functions, such as databases
(b) What technologies are used in which general component(s) of the
Vendor architecture
(c) Identity of the computer programming language that the
application back-end is written in (i.e. C++, J2EE, etc.)
(d) Process for performing security Quality Assurance testing for the
application. For example, testing of authentication, authorization, and
accounting functions, as well as any other activity designed to
validate the security architecture
6.E Data Security
6.E.1 Storage of BPCL Personally Identifiable Information (PII) Data:
Vendor will ensure that BPCL Confidential Data will be stored in
encrypted format
6.E.2 Authorized Access: During the term of the Agreement, BPCL data will
only be handled by a defined and authorized group of Vendor
personnel
6.E.3
Data Deletion and Destruction: Once the Agreement terminates or
expires, or BPCL data is no longer required for the purposes of the
Agreement, BPCL data will be immediately removed from the
Vendor’s environment. Thereafter, all media used to store BPCL data
will be cleaned using industry best practices or destroyed
7. Report Management
Section Services/Activities
7.1
Except for the Ad hoc reports, all others need to be generated
automatically and made accessible to the intended recipients at the
designed time level
7.2 Coordinate with the Administrator(s) (to be defined by BPCL) for access
rights, view rights and other report related queries
7.3 Technical Design, data extraction, data validation and display format
BPCL CRFQ No : 1000194247
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Section Services/Activities
needs to be maintained for all reports as suggested by the Administrator
7.4 Troubleshoot exceptions in report generation, data validation, etc.
Report creation and presentation is an essential activity of the Vendor to help BPCL monitor the
performance of its operations. This section delineates the broad types of reports that the Vendor
needs to generate:
System Related – These reports would be required to check the health of the servers, applications,
CPU usage, etc.
Terminal – These reports would be required to check the performance of POS terminals, Settlement
status, application versions, list of Terminals not settling, etc.
Merchant Related – These would be merchant centric reports which would give data on parameters
like sales of merchants, fastest growing (in Rs. Sales) of all the merchants, merchants with
decreasing sale, etc.
Customer Related – These would be customer centric reports which would give data on customer
centric parameters like number of customers in different slabs of petrol consumption, customer
redemption patterns, etc.
Exceptions – These reports would provide data on exceptions happening because of customer
behavior, system behavior, terminal behavior, etc.
Operations Support– These reports would be required to support the operational activities of HQ
team and external program partners.
Ad hoc – These reports will be developed to satisfy ad hoc data requirements coming from various
stakeholders of the program.
8 Performances / Review
Following are the requirements from the Vendors for this section:
8.1 Target Service Levels
This section describes the target service levels calculated monthly (excluding the exceptions referred
to in Section 8.4) and the penalties attached on digressing from the same.
BPCL CRFQ No : 1000194247
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Section Services Target Penalties
8.1.A
Host
Application
Availability
(Uptime)
99.5% on 24X7
basis
For server uptime less than 99.95% the following
formula would be used to calculate the penalty:
Monthly rate of Vendor’s Application
maintenance services
* (No. of hrs. the application was down)
/ (30 * 24)
8.1.B Database
Availability
(Uptime)
99.5% on 24X7
basis
For database server uptime less than 99.5% the
following formula would be used to calculate the
penalty:
Monthly rate of Vendor’s Database Server
maintenance services
* (No. of hrs. the DB server was down)
/ (30 * 24)
8.1.C Audit (by
BPCL / third
party)
100%
Conformance
Every Non-Conformance will have to be remedied by the Vendor within 30 days of the audit
Once the identified issues have been resolved, BPCL may also conduct a security audit to ensure the completion of the resolution. Vendor’s failure to resolve issues identified through audits as set would result in withholding of any payments to be made to the Vendor and the same may be deemed by BPCL to be a material breach of the Agreement resulting in BPCL terminating the Agreement without penalty or other termination charge to BPCL
8.1.D Financial
Losses on
account of
security
breach /
malfunction of
application
software/proc
ess/ system
failure / any
activity that
Vendor is
responsible
for
Rs. Zero. There
should be no
such financial
loss
Any financial loss on account of such issues will
be charged to the Vendor
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8.1.E Help Desk –
Service
Request
Closure
95% of all
Priority 0 and
Priority 1 Service
Requests should
be closed /
appropriate
action taken
within Level B.
The same would
be calculated on
a monthly basis.
For any slippages by more than one
month per financial quarter would result
in deduction of 5% of the monthly
maintenance fees for all the months in
the quarter where the SLA is not met
8.1.E Application
Development
/
Enhancement
/ Regression
Testing (by
Vendor)
From the date of
approved
Change Request
(on the basis of
estimates
provided by
Vendor) to the
closure as per
gating criteria of
BPCL (including
functional
specifications,
technical
specifications,
code documents,
regression
testing)
Any slippages in meeting the gating
criteria beyond estimated and approved
date will be charged through the
following formula:
Fees for the enhancement or
development
/ (Total number of days as estimated and
approved)
* (Total number of slippage days)
8.1.F User
Acceptance
Test
Should get
accepted in the
first testing as
per documented
Change Request
Any rework would be at Vendor’s own
cost. Also, penalty would be calculated
through the following formula:
Fees for the enhancement or
development
/ (Total number of days as estimated and
approved)
* (Total number of slippage days)
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Note 1: “System Unavailability” is a condition whereby the service is unavailable due to
hardware or hosting environment failure OR sustained packet loss in excess of 50% within the
provider hosting facilities for at least fifteen consecutive minutes due to a failure of the provider to
provide hosting services during such period. System Outage does not include packet loss that does
not exceed 50% or network failure due to scheduled maintenance. System Outage also does not
include exceptions referred to in Section 8.4.
Note 2: Gating Criteria would be defined by BPCL.
8.2 Performance Review
Performance monitoring will be carried out at Service Review meetings to be held on a quarterly or
monthly basis. Quarterly or monthly reports shall be provided by the Vendor. These reports will detail
Application service availability, number of faults per quarter or month, number of application
enhancements on time, number of missing target dates, mean time to resolve different priority calls
and different types of service requests, number of times Priority 0 and Priority 1 service requests
were not solved / appropriate action taken at Level B, etc.
Additional meetings may be instigated at the request of either party. Representatives from BPCL and
the Vendor shall be in attendance. The frequency of these meetings shall be subject to agreement
with BPCL.
8.3 Penalties in Transition Period
These penalties will not be applicable in case of the Transition Period. Further, conditions for
Penalties can be added or modified at the sole discretion of BPCL.
8.4 Availability and Fault Response Exceptions
This section lists the situations in which no penalties will be awarded or no action will be taken
against the Vendor:
Section Availability and Fault Response Exceptions
8.4.1 Where service interruption has been caused by deliberate, accidental or
negligent interference to Vendor’s equipment by BPCL employees
8.4.2 Where BPCL undertakes planned works, which require or cause disruption to
Vendor’s equipment supporting the service
8.4.3 Whereby a request by BPCL to make changes to the services, the service is
interrupted in order to accommodate said request
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8.4.4 Any circumstance or event (Force Majeure) beyond the reasonable control of
Vendor or BPCL
8.4.5 Any Planned Outage
TERMINALS
Sr.
No.
Activity Scope of work/Services Responsibili
ty
Penalty
1.1 Installatio
n of
EDCs.
Following are the time lines for
installation of POST on approval by
BPCL.
1) 10 days for Local Retail Outlets.
2) 15 days for outstation Retail
outlets.
No. of days calculated from date of
approval by BPCL
Each installation should be followed by a
Test/Live transaction and/or settlement.
New installation of POST is not a paid
activity.
VENDOR to provide appropriate input in
the proposed module /BROMA for
tracking of installation.
BROMA to function as an interface for
logging and closing the Installation
requests. Service provider’s applications
if any to be integrated with BROMA at
their own cost.
Any revision/up gradation in BROMA will
be carried out by BPCL as and when
applicable and necessary training will be
imparted.
VENDOR/
BPCL
BPCL
Responsibili
ty to provide
BROMA
application
to Dealers
and regional
engineers/H
Q will rest
with BPCL.
Penalty for installations
beyond TAT(Turn around
time)
- Rs.100/- per
day.Penalties not applicable
for Non- Vendor reasons.
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1.2
De-
installatio
n
Following are the time lines for de-
installation of terminals on receipt of
request from BPCL is
1) 5 days for Local Retail outlets.
2) 7 days for outstation Retail
outlets.
No. of days calculated from date of
request by BPCL.
De-installation of POST is not a paid
activity.
In case of any exception, the same
should be notified to BPCL on a case to
case basis for due consideration.
Weekly reports on installation & de-
installation to be sent to BPCL HQ.
Monthly Transaction
processing fee shall not be
paid for the de-installed
terminals beyond TAT.
Penalties not applicable for
Non- Vendor reasons.
De-installations pending
due to BPCL/BPCL’s R.O,
Vendor needs to intimate
BPCL on case to case
basis, for their further
action. In such
cases,Vendor can continue
to bill the transaction
processing fee till the time
the terminals are
de-installed.
Weekly.
1.3
Complaint
resolution
Dealers will log terminal related
complaint calls through the proposed
module or BROMA seeking resolution.
Service provider to have a system of first
resolution on remote basis. Also create a
knowledge base for trouble shooting
covering the frequently occurring
common complaints and same should be
available in the proposed module for
viewing by dealers/BPCL field officers.
The proposed module or BROMA to
function as an interface for complaint call
management which includes – logging,
resolution, and tracking. Vendor
proprietary applications (if any) to be
integrated with the above said module.
Responsibili
ty to provide
BROMA
application
to Dealers
and regional
engineers/H
Q will rest
with BPCL.
Dispute if
any over the
TAT shall
Penalty of Rs.100/- per day
per terminal beyond TAT
for number of days of
terminal being down.
Exceptions :
All Force majeure
conditions like earthquakes,
floods, riots, acts of
terrorism.
For all cases mentioned
above; the penalties will not
be applicable.
BPCL CRFQ No : 1000194247
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TATs:
New terminal Models
1) Local retail outlets : 24 hrs
2) Outstation Retail outlets: 72 hrs
3) High selling select Outstation
retail outlets : 36 hrs
List of High selling select outstation ROs
will be provided by BPCL on Quarterly
basis.
Calls received / logged after 6.00 PM will
be considered on next day for TAT
computation.
Complaint call related to Hardware,
software, Settlement, HOST and network
(exclusive of dealer /BPCL provided
network) fall in the scope of service
provider.
In case of network related calls where
network is provided by
ME/BPCLresolution should be on best
effort basis.
be
considered
based on
the input
available on
the
proposed
module
/BROMA
For Exceptional cases
where the Complaint
resolution exceeds
stipulated TAT, exemption
from levying penalties can
be considered only upon
suitable justification.
However BPCL decision is
binding and final.
1.4 Migration New Terminals (Migration) fully loaded
with all the relevant applications-
Loyalty/Retail automation/Credit/Debit
multi banking application/TML
application and pure loyalty application
and/or any other application in future, to
be deployed as per BPCL’s advice.
Detailed procedure will be given by
BPCL.
BPCL to
specify roll
out plan and
priorities for
attending
the same.
Vendor to
ensure
Migration
within TAT.
TAT: To cover 1500 RO
sites in 30 days
(irrespective of
no. of POSTs/applications)
Penalty :Rs 100/- per site
per day beyond TAT.
Penalty not applicable for
Non-Vendor reasons.
1.5 POST
Hardware/
Applicatio
n version
rolls out.
Roll out of new POST/revised or new
applications(s) where physical visit is
involved.
Detailed roll out procedure will be given
BPCL to
provide the
roll out plan
and
priorities.
TAT: To cover 1500
RO sites in 30
days (irrespective of
no. of POSTs/applications)
Penalty: Rs 100/- per site
BPCL CRFQ No : 1000194247
65
by BPCL prior to taking up the exercise.
Following are not paid activities:
1) First time deployment of POST
with necessary application by
successful bidder.
2) Remote management of
application/POST.
Vendor to
ensure roll
out within
TAT.
per day beyond TAT.
Penalty not applicable for
Non-Vendor reasons.
2 Consuma
ble
Supplies
Paper Rolls to be supplied on pro active
basis as per the allocation provided by
BPCL HQ. No excess supply unless it is
authorized by BPCL
Vendor to take enough care with respect
to Quality of consumable supplied.
All consumables to be billed on the basis
of no. of roll supplied.
Paper roll specification may change as
per the POST model.
Quality of
printed
charge slip
is largely
dependent
on following
conditions:
Excessive
solvent in
atmosphere,
humidity
exposure to
Sun, high
temperature
/ battery
charge
level,
storage &
printing at
dealer’s
premises.
Vendor
would not
be
responsible
for quality
problems
due to
adverse
storage
/running
conditions
Delivery – Paper Rolls to be
delivered by 10th of every
month. In case of delay in
supplying the same, penalty
of Rs 50/- for each incident
of delayed delivery will be
applicable.
BPCL will conduct random
quality control checks on
the paper quality and actual
delivery to merchants.
In case of substandard
/poor quality the same
should be replaced by
Vendor free of cost.
Dealer wise Paper roll
allocation data will be
provided by BPCL before
28th of previous month. In
case of delay by BPCL,
equivalent grace period will
be considered.
BPCL CRFQ No : 1000194247
66
at dealer’s
premises.
3
Inventory
Managem
ent
Service Provider to maintain a minimum
5% inventory of installed base as a
backup/rotatable at each of branch office
throughout the contract period.
Inventory should include POST
/Battery/adapter and other peripherals.
Service provider to declare the
compliance on monthly basis which may
be physically verified by BPCL.
Vendor
Penalty of Rs.1000 per
each of the default in a
month per hub location.
4 Insurance
of
Terminals
Vendor to insure all the installed
terminals for fire, theft ,robbery ,damage
etc.
VENDOR Consequences arising out
of default would be solely
on vendor’s account.
5
Lost/Dam
aged
POSTs
For lost POSTs BPCL Dealer / BPCL will
lodge a complaint with the police &
provide a copy of the FIR to Vendor. The
FIR to contain Merchant Name; Model
Name; Terminal ID In the case of both
lost and broken terminals Vendor
to claim loss value from the insurance
company. In case the claim is rejected
by Insurance company due to
inadmissible reasons, the depreciated
cost of equipment shall be billed to
BPCL. Such bills to be supported by
necessary documents/evidence.
VENDOR /
BPCL
6.1 Network
Uptime
applicable
for vendor
provided
network.
Vendor to maintain sufficient redundant
links to offer a network uptime of 99.0%
on a quarterly basis. However at any
point of time the network outage should
not exceed more than 2 hours in a day.
Such outage excludes all Force majeure
conditions like earthquakes, floods, riots,
acts of terrorism.
Beyond the downtime of
agreed TAT i.e. 1%
measured as a summation
of individual POP level,
there shall be penalty of Rs.
1000/-per hour on
quarterly basis . The same
needs to be derived from
the weekly MIS. (Shared
with BPCL) with cumulative
quarterly refreshing effect.
BPCL CRFQ No : 1000194247
67
6.2 Network
Ports Vendor to provide two local dial-up
number primary and secondary from 2
different PSTN providers and minimum
one port of RAS / Digital NAC or any
other equivalent network mode per 60
terminals or part thereof at each POP to
enable terminals to connect to host
quickly. Bandwidth to be provided at
minimum 14.4 kbps per port at each
POP.
7.1 Security
on Vendor
network
The POST with the RO dials out on a
PSTN to a local POP into a RAS/ digital
NAC Box which is Vendor owned – there
is no security on the PSTN Dial up. The
connectivity to the RAS/ digital NAC
should have authentication facility.
The Data communication between the
BPCL host and the POST should be
secured using minimum 128 bit
encryption standard.
Vendor to install an Intrusion Prevention
System (IPS) at the Vendor Data Centre
to prevent data hackers from getting into
the network. The Vendor data Centre
and Network complies with the AIS
security Standards and Compliance of
MasterCard/ Visa.
Vendor to provide the necessary
infrastructure for disaster management
to manage the single point of failure and
Force majeure conditions like
earthquakes, floods, riots, acts of
terrorism.
7.2 Breach of
Security/
Process
Violation
In case there is a breach of security or
the security process, is not followed and
it is proven that the breach is due to
Vendor / Vendor associates/ partners
then and only in such cases, Vendor
Service
Provider /
BPCL
BPCL CRFQ No : 1000194247
68
shall indemnify BPCL to the extent of
loss or consequence that is attributable
to this breach. This will be done on case
to case basis.
Customer Service:
a)Respons
e to email
queries:
Vendor to respond (not auto response)
within 3 working days post receipt of
the complaint. Compliance:100%
BPCL to
provide
campaign
details at
least 5
working
days before
the actual
starting date
of promotion
Rs.1 per email sent after
deadline
b)
Response
to postal
queries
7 working days of receipt of email/data
Compliance:100%
Rs.1 per mail sent after
deadline
c)
Response
to BPCL
HQ queries
2 working days of receipt of email/data
Compliance:100%
Rs. 150 penalty per query if
query results are provided
after the deadline.
d) Monthly
review
meeting
Presentation on Complaints status by
10th of the following month.
If not presented every
month, deduction of Rs.
2000 on Customer Service
fees
e)
Customer
Service
JSR +
Category
wise
complaints
Customer Service JSR + Category wise
complaints report every week by
Monday.
If sent after deadline then
Rs. 2000 off on Customer
Service fees.
BPCL CRFQ No : 1000194247
69
Cards
Across the
Shelf
[CATS]
1. Pre – personalization of Cards to be made as per file provided by BPCL. – maximum of 1000 cards per day
2. Master file to be maintained at Vendor HO
3. Reconcile Cards dispatches
Campaigns managed by Vendor Manpower
1. Dispatch pre-personalized cards to Vendor Regions as per BPCL’s instructions.
2. Manpower at select BPCL ROs/campaign locations to be provided by Vendor for campaign duration.
3. Data entry should be on line.
4. At the end of each campaign, card reconciliation statement to be submitted to BPCL HQ within 7 working days. Unused cards have to be returned to Vendor HO under clear intimation to BPCL HQ.
5. All filled application forms to be sent to Vendor HO for scanning and record keeping.
BPCL /
Vendor
Vendor
Penalty of Rs. 1000 per
location per incident where
Vendor is not able to
provide manpower at the
designated location.
For any error in the data
entry of application Vendor
to rectify the same at their
HO without any payment.
For Errors BPCL to deduct
an amount of Rs 11/- per
incorrect profile updation.
Absenteeism of Vendor
Manpower without prior
permission of local BPCL
office, attracts a penalty of
Rs.500/- per day.
Campaigns managed through BPCL Manpower
1. Dispatch pre-personalized cards to Vendor Regions as per BPCL’s instructions.
2. 2 days prior intimation will be given to Vendor.
3. Installation of Hardware (Pc and Printer) and Software and necessary assistance in case of break down by Vendor.
4. Impart necessary training to designated BPCL representative/s who would be manning each
BPCL/Vend
or
Penalty of Rs.500/- per day
for delayed Set-up/training.
In case of delay in attending
break-downs of CATS
campaign set up a penalty
of Rs. 200/- per day is
leviable.
BPCL CRFQ No : 1000194247
70
enrollment desk.
5. At the end of each campaign, card reconciliation statement to be submitted to BPCL HQ within 7 working days. Unused cards have to be returned to Vendor HO under clear intimation to BPCL HQ.
All filled up application forms to be sent
to Vendor HO for scanning and storage.
BPCL CRFQ No : 1000194247
71
SECTION VI
PRICE BID
Price Bid under Tender No: 1000194247
Instructions to the bidders for filling price bid
1. The bidders are requested to read the tender documents carefully and understand the scope of
work before submitting quote.
2. The commercial bid shall be opened only for those who qualify in technical bid evaluation.
3. The sum of part I to Part VII will be considered as total price bid value.
4. Price should be quoted only in Indian Rupees (INR).Price quoted in words will prevail over
figure. In case of revision in taxes, the applicable taxes will apply.
5. Each sheet to be signed with rubber stamp.
Summary of Price Bid
Part Description Total Value (incl
of taxes)
Total Value (incl of taxes) in words
I Supply of Software
II Back end operations
Management
III Change Management
BPCL CRFQ No : 1000194247
72
IVa POST/EDC & Filed Services.
IVb Physical Roll out charges
IVc Security Management and
Encryption
V Consumables
VI Member Enrolment
management & card
processing.
VII Customer Grievance and
Feedback management
Part
I
Supply of Software
Sr.
No
Price Item (C1) Unit (C2) Unit
Rate
(C3)
Estimated
QTY (C4)
Total Value
Exclusive
of taxes
(Rs.)
Taxes as
applicable
(C6 )
Total Value
inclusive of
taxes(Rs. )
(C7= C5+C6)
BPCL CRFQ No : 1000194247
73
(C5=C3*C4)
A One Time
development
/customization of
complete loyalty
application
solution for
POST/Host/Web
as defined in
scope of
work.(POST
application
should be
portable on 2
makes of EDCs
of different
manufacturers)
Lumpsum 1
B Development
and
customization of
Multi banking
credit/debit
solution with
integration to
loyalty program.
(Min 3 major
banks including
HDFC being the
current acquiring
bank)
Lumpsum 1
C Transfer of
ownership with
all source code
as defined in
scope of work
Lumpsum 1
BPCL CRFQ No : 1000194247
74
D Cost of a
dedicated
qualified Project
manager for
Project
Management till
completion of
Pilot.
Lumpsum 1
Sub Total (
PART - I) Sum of
C7
Sub Total (
PART - I) Sum of
C7 in words
Part
II
Back end operations Management
Back end operations executive (as per scope document) with min qualification BE/MCA
/equivalent. To work at BPCL Tech Centre, Mumbai on 3 shift routa on 24*7 basis. The
estimated no of resources mentioned is indicative and is at the discretion of BPCL
Sr.
No
Price
Item (C1)
Unit (C2) Unit
Rate
(C3)
Estimate
d no. of
resource
s (C4)
No of
month
s (C5)
Total Value
Exclusive of
taxes (Rs.)
(C6=C3*C4*C5
)
Taxes as
applicabl
e (C7 )
Total
Value
inclusive
of
taxes(Rs
) (C8=
C7+C6)
1 Back end
operation
executive
- rate for
first year
per
executiv
e per
month
8 12
BPCL CRFQ No : 1000194247
75
2 Back end
operation
executive
- rate for
second
year
per
executiv
e per
month
8 12
3 Back end
operation
executive
- rate for
third year
per
executiv
e per
month
8 12
4 Supply of
additional
resource
on
demand
per
executiv
e per
month
1 1
Sub Total
( PART -
II) Sum of
C7
Sub Total
( PART -
II) Sum of
C7 in
words
Part
III
Change Management
Changes / developments in all the applications of the program during AMC period as and when
required.
Sr.
No
Price Item (C1) Unit (C2) Unit
Rate
(C3)
Estimated
QTY (C4)
Total Value
Exclusive of
taxes (Rs.)
Taxes as
applicable
(C6 )
Total
Value
inclusive
BPCL CRFQ No : 1000194247
76
(C5=C3*C4) of
taxes(Rs. )
(C7=
C5+C6)
1 Developer cost
for first year
per
developer
per day
1
2 Developer cost
for Second year
per
developer
per day
1
3 Developer cost
for third year
per
developer
per day
1
Sub Total
( PART - III)
Sum of C7
Sub Total
( PART - III)
Sum of C7 in
words
Pa
rt
IVa
POST/EDC & Filed Services.
Providing POST on Rental basis. Rental includes first time installation along with all applications
, field visits as and when required, maintenance and support. (Ref tender document for POST
specs). Scope includes deployment and maintenance of loyalty application, multi-acquiring
credit/debit application, retail automation application, partner loyalty programs (TML) and
enablement of transactions from all the applications to their respective central servers/bank
switches as per regulatory norms. The estimated quantity of POST is indicative and is at the
discretion of BPCL.
BPCL CRFQ No : 1000194247
77
Sr.
No
Price Item (C1) Unit (C2) Unit
Rat
e
(C3)
Estimat
ed qty
(C4)
No of
month
s (C5)
Total
Value
Exclusive
of taxes
(Rs.)
(C6=C3*C4
*C5)
Taxes
as
applica
ble (C7
)
Total
Value
inclusive
of
taxes(Rs)
(C8=
C6+C7)
1 High End Model
EDC-
(Manufacturer/OEM
- 1)
Per
terminal
per
month
2700 36
2 Regular Model
EDC-
(Manufacturer/OEM
- 1)
Per
terminal
per
month
12600 36
3 Basic Model EDC-
(Manufacturer/OEM
- 1)
Per
terminal
per
month
2700 36
4 High End Model
EDC-
(Manufacturer/OEM
- 2)
Per
terminal
per
month
300 36
5 Regular Model
EDC-
(Manufacturer/OEM
- 2)
Per
terminal
per
month
1400 36
6 Basic Model EDC-
(Manufacturer/OEM
- 2)
Per
terminal
per
month
300 36
7 Cost of providing
suitable local dial
up network for data
transfer through
SNC/RAS/digital
Per
terminal
per
month
6000 36
BPCL CRFQ No : 1000194247
78
NAC as and where
required. (Local
telephone charges
of the phone line
will be borne by
ME)
8 Support and
maintenance of any
new application(s)
in future
Per
terminal
per
month
per
applicatio
n
20000 18
Note: BPCL reserves the right to seek deployment of both or one make(s) of EDCs. Quantities
mentioned are indicative in nature and interchangeable. Rates quoted for 2nd make of model will
not form part of total tender value for evaluation of lowest bid.
POST manufacturer year to be 2013 or above
Sub Total
( PART - IVa)
Sum of C8
Sub Total
( PART - IVa)
Sum of C8 in
words
Part
IV b
Physical Roll out charges.
Roll out charges for POST hardware and/or applications (excluding new installation) wherever
physical visit is involved. The estimated quantity mentioned is indicative and is at the
discretion of BPCL
BPCL CRFQ No : 1000194247
79
Sr.
No
Price Item
(C1)
Unit
(C2)
Unit
Rate
(C3)
Estimated
no of RO
(C4)
Estimated
no. of
visits (C5)
Total Value
Exclusive of
taxes (Rs.)
(C6=C3*C4*C5)
Taxes as
applicable
(C7 )
Total
Value
inclusive
of
taxes(Rs.)
(C8=
C6+C7)
1 Local
Retail
Outlets :
within
50km
radius of
office /
sub-office
/resident
engineer
of the
vendor.
Per
site
3000 2
2 Outstation
Retail
Outlets :
above
50km
radius of
office /
sub-office
/resident
engineer
of the
vendor.
Per
site
3000 2
Sub Total
( PART-
IVb)
Sum of C8
Sub Total
BPCL CRFQ No : 1000194247
80
( PART -
IVb) Sum
of C8 in
words
Part
IV c
Security Management and Encryption
Providing Hardware Security Module (HSM) services for encrypting the transaction and its
relevant components. The estimated quantity mentioned is indicative and is at the
discretion of BPCL
Sr.
No
Price Item
(C1)
Unit
(C2)
Unit
Rat
e
(C3)
Estimat
ed qty
(C4)
No of
month
s (C5)
Total Value
Exclusive
of taxes
(Rs.)
(C6=C3*C4
*C5)
Taxes
as
applica
ble
(C7 )
Total Value
inclusive of
taxes(Rs. ) (C8=
C7+C6)
1 Hardware
Security
Module (HSM)
services for
encrypting the
transaction
and its
relevant
components.
The bidder to
encrypt the
data between
the terminal
and HSM and
forward the
same to the
loyalty host at
BPCL data
centre through
BPCL's lease
Per
termi
nal
per
mont
h
20000 36
BPCL CRFQ No : 1000194247
81
lines.
Sub Total
( PART - IVc)
Sum of C8
Sub Total
( PART - IVc)
Sum of C8 in
words
Part
V
Consumables
Supply of Thermal Paper Rolls on monthly basis as indented by BPCL as per the specs. Rolls to be
delivered at ME site.Quote should include cost of the product and delivery charges. The estimated
quantity mentioned is indicative and is at the discretion of BPCL
Sr.
No
Price Item
(C1)
Unit
(C2)
Unit
Rate
(C3)
Estimate
d QTY
(C4)
No of
month
s (C5)
Total Value
Exclusive of
taxes (Rs.)
(C6=C3*C4*
C5)
Taxes
as
applica
ble (C7
)
Total Value
inclusive of
taxes (Rs. )
(C8= C6+C7)
Supply of
Paper roll
to
designated
Retail
outlets as
per specs
Per
Roll
50000 36
Sub Total
( PART -
V) Sum of
BPCL CRFQ No : 1000194247
82
C8
Sub Total
( PART -
V) Sum of
C8 in
words
Pa
rt
VI
Member Enrolment managenent & card processing.
Supply of blank cards as per specs, processing of physical/web application forms/requests in the
perso module,personalisation & dispatch of cards,MIS and replying card related email queries if
any.Artwork will be provided by BPCL.Courier services should be jointly finalised by BPCL &
vendor and charges will be reimbursed on actual basis on submission of bill. The estimated
quantity mentioned is indicative and is at the discretion of BPCL
Sr.
No
Price Item (C1) Unit
(C2)
Unit
Rate
(C3)
Estima
ted
QTY
(C4)
No
of
Year
s
(C5)
Total Value
Exclusive of
taxes (Rs.)
(C6=C3*C4*
C5)
Taxes
as
applica
ble (C7
)
Total
Value
inclusive
of
taxes(Rs.)
(C8=C6+C7
)
Supply of Mag strip cards
(ref ANNEXURE XII) with
pre-printed art work of 3
to 4 variations.(1st year:8
Lakhs,there after
2.5lakhs each year)
Per
card
13Lakh
s
-
Supply of Open Java chip
cards (ref ANNEXURE
XII),with pre-printed art
work of 3 to 4 variations
on demand.(optional for
Per
card
3.5Lak
hs
-
BPCL CRFQ No : 1000194247
83
BPCL)
Supply of smart
tags/contactless cards
with memory of min 512
bits for identification.
Per
Card
10000
-
SmartFleet:Creation of
new account including
processing of
physical/web application
form,data entry,scanning
of application form and
record keeping.
Per
acco
unt
8,000 3
SmartFleet(Mag strip
card):Issuance of New /
additional /
Replacement card
under the already created
account- includes
personalisation, limit
setting & item selection if
any and
dispatch.(dispatch is
exclusive of courier cost)
Per
card
30000 3
SmartFleet(Chip
card):Issuance of
New/additional/Replace
ment card under the
already created account-
includes personalisation,
limit setting & item
selection if any and
dispatch.(dispatch is
exclusive of courier cost)
Per
card
30000 2
PetroCard:Creation of
new account including
processing of
Per
acco
30000 3
BPCL CRFQ No : 1000194247
84
physical/web application
form,data entry,scanning
of application form and
record keeping.
unt
PetroCardt(Magstrip
card): Issuance of
New/Replacement card-
includes personalisation
and dispatch.(dispatch is
exclusive of courier cost)
Per
card
35000 3
Instant
card(FleetQuick)- cost
of processing of pre-
personalised card kits
and updation of profiles
at later date.(exclusive of
cost of card & collaterals)
Per
card
150000 3
Instant card(PetroFast)-
cost of processing of
pre-personalised card
kits and updation of
profiles at later
date.(exclusive of cost of
card & collaterals)
Per
card
20000 3
Cards across
table:Processing of
cards at campaign
sites(local) in the market
place with 1
manpower(job includes
installation of Instant
carding ,processing of
application
forms,personalisation
and printing of cards etc.)
Per
day
1000 3
BPCL CRFQ No : 1000194247
85
Cards across
table:Processing of
cards at campaign
sites(Outstation) in the
market place with 1
manpower(job includes
installation of Instant
carding ,processing of
application
forms,personalisation
and printing of cards etc.)
Per
day
800 3
Cards across table-
support Local
campaign without man
power:Installation and
initialisation of Instant
card machine for
processing of cards at
campaign sites.(Man
power for installation/de-
intallation visits)
Per
visit
1000 3
Cards across table-
support Outstation
campaign without man
power:Installation and
initialisation of Instant
card machine for
processing of cards at
campaign sites.(Man
power for installation/de-
intallation visits)
Per
visit
500 3
Re-Carding of existing
cards(Petro/SmartFleet)
One time
exercise:Processing of
cards using the existing
host data and
disptach.MIS.(exclusive
Per
card
7Lakhs -
BPCL CRFQ No : 1000194247
86
of cost of card and
couriercharges)
Sub Total ( PART - VI)
Sum of C8
Sub Total ( PART - VI)
Sum of C8 in words
Part
VII
Customer Greivance and Feedback management
To set up and mangae Voice call center, handling of
Postal/Web/E-mail queries as per the scope.
The estimated quantity mentioned is indicative and is at the
discretion of BPCL
Sr.
No
Price Item
(C1)
Unit
(C2)
Unit
Rate
(C3)
Estimat
ed QTY
(C4)
No of
Month
s (C5)
Total Value
Exclusive of
taxes (Rs.)
(C6=C3*C4*
C5)
Taxes
as
applica
ble (C7
)
Total Value
inclusive of
taxes(Rs. ) (C8=
C6+C7)
1 Voice call
center
management
charges
Per
month
1 36
2 Incoming call
handling
charges
Per
call
40000 36
3 Outgoing call
handling
Per
call
1000 36
BPCL CRFQ No : 1000194247
87
charges
4 Web based
complaint call
handling
charges
Per
month
1 36
5 Postal
complaint
handling
charges
Per
month
1 36
Sub Total
( PART - VII)
Sum of C8
Sub Total
( PART - VII)
Sum of C8 in
words
BPCL CRFQ No : 1000194247
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SECTION VII
PAYMENT TERMS/SCHEDULE
Sr. No Activity/Milestone
Proportion of bid value for payment Payment Schedule
1 Preparation and finalization of blue print ( program requirement document)
10 % of finalized Bid value under Part I-A
Onetime payment after approval by BPCL
2 Development , Customization of software and successful completion of UAT for all modules
20 % of finalized Bid value under Part I-A
Three equal instalments of duration indicated by the Tenderer for the activity.
3 Successful implementation of the application on 100 sites
15 % of finalized Bid value under Part I-A
Onetime payment upon successful completion of the activity and sign-off.
4 Completion of migration to new application and pan India rollout of EDCs.
45 % of finalized Bid value under Part I-A and 80 % of finalized Bid value under Part I-B
Onetime payment upon successful completion of the activity and sign-off.
5 Succesful completion of project and handing over to operation team.
10 % of finalized Bid value under Part I-A and 100% of finalized Bid value under Part1-D
6 Handing over and taking over of source code ( includes source code testing / workability / training BPCL Team/Documentation) .
80 %of finalized Bid value under Part 1-C
BPCL team will test and release the payment after 1 month of handing over.
7 Successful completion 6 months of operation .
20 % of finalized Bid value under Part 1-B
6 First revision or addition of feature or 6 months from handing over and taking over of source code whichever is earlier
10 % of finalized Bid value under Part 1-C
8 Success implementation of 1st revision or 12 months of handing over of source code, subjected to satisfactory performance of overall loyalty application.
10 % of finalized Bid value under Part 1-C
9 Software Annual Maintenance Charges (AMC) Cost for Resources working at BPCL site. @ No of Person working X Man Month rate, charges of Call centre
Monthly –completion of month
by 25th of next month for the previous month subjected to submission of bill / performance.
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management, field service and card fulfilment, HSM and others
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SECTION VIII
Special Terms and conditions for Bidders
Instructions to Bidders:
1.0 The bidder shall bear all costs associated with the preparation and submission of the bid
Inclusive of associated POC activity. BPCL will not be responsible or liable for these
costs, regardless of the conduct or outcome of the bidding process.
2.0 Bidder is requested to submit their bids taking full notice of all the technical /
commercial specifications, terms and conditions, forms & attachments to this tender.
3.0 This RFP is not an offer by BPCL, but an invitation to receive responses from eligible
interested firms .No contractual obligation whatsoever shall arise from the RFP process
unless and until a formal contract is signed and executed between BPCL and the
bidder(s) concerned. BPCL reserves the right not to proceed with the tender process at
any stage without assigning any reason.
4.0 CONFIDENTIALITY
Information relating to the RFP or its contents including examination, clarification and
comparison of the RFP, shall not be disclosed to any persons not officially concerned
with such process either internal to the Vendor or external agencies, at any time of the
process. Undue use of confidential information related to the process by any firm may result in
rejection of its RFP application and blacklisting.
5.0 Submission of Tenders:
5.1 The tender documents will be available on www.bharatpetroleum.in and www.eprocure.gov.in
5.2 BPCL is not responsible for non submission of the tender document by the bidder for any
reasons.
5.3 The bidder should ensure that all documents mentioned in the ANNEXURE XIII (Checklist)
have to be submitted along with the tender in the same sequential order.
5.4 The Integrity Pact document format given in ANNEXURE VI to be duly filled, signed
along with witness signatures to be given along with tender papers. Non submission of the
same would be rejected..
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5.5 The original DD/ Banker’s cheque of the EMD amount should be submitted to BPCL by
the due date & time. Non submission of the same would result in the rejection of the
bid. BPCL shall not be responsible for delay in receipt of original DD/ Banker’s cheque/
of the EMD amount due to any reason whatsoever. Non submission of EMD shall lead to
disqualification of the tender without prior notice.
5.6 The EMD in the form of Demand draft / Banker’s cheque is to be submitted at the following
address:
Ch. Manager Database (Retail )
Retail Technology Centre
Bharat Petroleum Corporation Limited ,
Gr. Floor Amenities Block
Sewree fort Road, Sewree (East)
Mumbai – 400 015.
e-mail: [email protected]
Contact No: 022-24176011
6.0 Bid Security or Earnest Money Deposit:
6.1 EMD for Rs. 10,00,000 /- by way of bankers cheque/pay order/demand draft from a
scheduled bank (but not a cooperative bank) as notified by Reserve Bank of India ,Bankers’
cheque / pay order / demand draft / bank guarantee should be in favour of M/s. Bharat
Petroleum Corporation Limited payable at Mumbai. In other words, EMD for tender responses
with from any Co-operative Bank will not be accepted even if it is a Scheduled Bank.
In case the EMD is given from a Co-operative Bank or a non-scheduled bank notified by
RBI, the offer will be rejected. Cheques, Money Orders, Cash etc will not be accepted.
EMD of unsuccessful bidders will be refunded only after finalization of order without any
interest.
6.2 EMD money should be enclosed in a separate envelope duly super-scribed with tender
reference number stating EMD and sent to the BPCL so as to reach on or before the due date
and time of submission of tender response.
6.3 Linking with earlier transactions/adjustments with pending bills, or any other amount
payable by BPCL is not allowed.
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6.4 EMD shall be forfeited in the event of:
a) Withdrawal of offers during the validity period of the offer as mentioned elsewhere in the
document
b) Non-acceptance of order when placed.
c) Non-confirmation of acceptance of orders within the stipulated time after start date.
d) Any unilateral revision made by the bidder during the validity period of the offer.
e) Non-execution of the document after acceptance of the contract due to any dispute of the
bidders or for any reason whatsoever.
7.0 Due Date for Submission of Tender :
The due date for the submission of bid is 22nd November 2013 at 1500 Hours.
The duly filled tender document should be dropped in the tender box kept at the following
address
Ch. Manager Database (Retail ) Retail Technology Centre Bharat Petroleum Corporation Limited , Gr. Floor Amenities Block Sewree fort Road, Sewree (East) Mumbai – 400 015.
The bid submitted after the due date and time (22nd November 2013 1500 Hours) closing of
tenders or not in prescribed format shall be rejected.
8.0 Pre-bid meeting
8.1 The pre-bid meeting is scheduled to be held on 15th November 2013 at 1500 Hours 10.30
Hrs to 16.30 Hrs IST at Retail Technology Center, Sewree
8.2 Attendees from bidding organizations should bring along authority letters for attending
the pre -bid meeting. Maximum of two authorized personnel from each bidder shall be
allowed to participate in the pre-bid meeting.
8.3 The clarifications to the queries, as sought during pre-bid meeting, shall be posted
online on the websites www.bharatpetroleum.in and www.eprocure.gov.in .The bidders
should check / download the same. It shall not be BPCL’s responsibility to separately
inform / intimate each individual bidder.
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8.4 Bidders should post their queries to [email protected], clearly giving
reference to the section, sub-section, clause no., heading & page no. of the tender
document. These queries will be addressed during the prebid meeting.
9.0 Validity of offer
The offers submitted by the bidders shall be valid at least for a period of 120 days from the due
date for submission of tender. In case of any extensions to the due date, if advised by
BPCL, the validity period of 120 days will be counted from the extended due date. For
successful bidder, offer shall remain valid till complete execution of the order
10.0 Resolutions of discrepancy in the tender document
10.1 In case of any discrepancies / conflicts / error / contradictions in various sections of the
tender enquiry, clarifications may be obtained from the personnel as mentioned
previously. The clarifications so provided will be final and binding.
10.2 In all the cases of disputes / conflicts / contradictions, BPCL’s decision / interpretation will be
final and binding.
10.3 In this tender enquiry the terms “tender” and “bid” have been used interchangeably and
means the documents submitted by a person or authority for carrying out the work. Similarly
the terms “Tenderer” and “Bidder” have also been used interchangeably and mean a
person or authority who submits the tender offering to carry out the work as per the
terms and conditions.
10.4 For the purpose of this tender enquiry the terms “Purchase Order” “Order” “ agreement” if
used anywhere in the tender enquiry shall mean and form a part of the “Contract”
11.0 Due Diligence
11.1 The required scope of work has been captured in the bid document to facilitate
bidders understanding for submitting the tender. The bidder is expected to replicate the
present program including additional features so as to continue the business
operations, as was existing prior to this tender.
11.2 Notwithstanding this, before quoting for the RFQ, the bidder may carryout Due Diligence
process on their own for detailed assessment of the loyalty program’s requirements, if
required. For this purpose, bidder can visit BPCL with prior intimation. No claim of
whatsoever nature with respect to insufficiency or inaccuracy of data given in bid document
will be allowed post finalization of order.
11.3 Bidder shall maintain confidentiality and must not divulge or make known in any
manner to any parties any information gathered during this tendering process without
the express written consent of BPCL.
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12.0 Back-to-back Agreement
In case the bidder is not having certain capabilities/expertise of what is sought in the tender,
can still participate in the tender provided the bidder has prior agreement and arrangement
with those parties having relevant capabilities/expertise.Such agreement should be with not
more than 2 parties and should have been entered into before the due date of tender
submission. Needless to mention, such arrangement should have back to back agreement with
the third party service provider and should hold throughout the contract period.
Any service issues arising out of such arrangement will be in the domain of the successful
bidder and BPCL will not have any responsibility towards the third party activities/performance.
List of parties proposed to be engaged to be furnished along with the bid, as per the format
enclosed.
13.0 BID EVALUATION
13.1 Bid Qualification Criteria
Bids not complying to the Bid qualification criteria given in Section II shall be
summarily rejected & no further technical evaluation of such bids shall be carried out.
13.2 Technical evaluation with POC
Bids of only those who qualify under BQC will be considered for technical evaluation.
In order to assist in the examination, evaluation and comparison of Bids, BPCL may at its
discretion ask the Bidder for a clarification regarding its Bid. The clarification shall be given
in writing, but no change in the price bid shall be sought, offered or permitted. However,
while giving a clarification, a Bidder may offer a higher specification or model without
any impact on Financial Bid to be opened subsequently.
The above qualified bidders will have to demonstrate all User Cases as listed in the section
II, Proof of Concept (POC). Any bidder failed to demonstrate any one / all of the User cases
shall be technically disqualified. POC has to be at bidder’s own cost and infrastructure and
will be at Technology Centre, Sewree.
BPCL reserves the right to complete the technical evaluation based on the details
furnished along with the techno commercial bid, without seeking any further /
additional information.
13.3 Price bids of technically qualified bidders will only be opened and considered for price bid
evaluation.
13.4 Bids will be evaluated based on the total landed cost quoted by the bidders including
taxes , levies and duties to determine lowest quoted bid.(i.e. cost to BPCL)
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13.5 Price bids should be unconditional; mention of any conditions in price bid will lead to
disqualification of the bid..Revision in the prices quoted by the bidder will not be allowed
during evaluation of bids.
13.6 Tenders will be evaluated based on the prices quoted as per the terms and conditions of
tender document.
13.7 Hardware Security Management (HSM) for PIN authentication- per terminal charges shall be
optional; the same may not be taken in overall to decide on lowest bid.
14.0 GENERAL
14.1 Tender should be typed and Corrections / alterations should be avoided. Corrections /
alterations, if any, should be signed in full by the bidder with date.
14.2 Bidder should quote the rate in figures as well as in words in the space provided in the Price
Bid Format. However, prices quoted in word shall prevail over figures
14.3 The language for the tender document and all communications/documentation will be
English. For documents submitted in any other language, Certified English translation shall
also be submitted, in which case, for the purpose of interpretation of the bid, the English
translation shall govern.
14.4 Bidders who are enlisted in BPCL`s / PSU black list / holiday list will not be considered for
this tender.
15.0 PROPOSAL FORMS AND FORMATS
There are various forms that need to be submitted along with the bid. Similarly,
formats for various items like Bank Guarantee, Integrity Pact etc., have been given as
ANNEXURES. Please refer checklist given as ANNEXURE XIII.
16.0 CAUTION AND DISCLAIMER
16.1 Transfer of Bid document by the bidder is not permitted.
16.2 Bidder shall be responsible for obtaining and verifying all necessary data and
information as required by him.
16.3 BPCL shall not be responsible for the accuracy or completeness of bidder’s own
interpretations of tender documents.
16.4 BPCL reserves the right to accept or reject any/all tender(s) in whole or in part without
assigning any reason whatsoever.
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17.0 TAXES and DUTIES
The quoted prices shall include all applicable taxes, duties like excise and customs, statutory
levies etc., except Service Tax, which should be quoted separately. Bidder shall understand
the nature of the job completely and get himself acquainted with the taxes and duties that are
applicable as on bid due date. No claims shall be permitted at a later date on omission
of taxes and duties.
18.0 UNSOLICITED POST BID MODIFICATION
Bidders are advised to quote strictly as per terms and conditions of the Bidding
Document and not to stipulate any deviation / exceptions. Once quoted, the bidders shall
not make any subsequent price changes, whether resulting or arising out of any technical
/ commercial clarifications sought/allowed on any deviations or exceptions mentioned in the
bid unless discussed and agreed by BPCL in writing.
19.0 DETERMINATION OF RESPONSIVENESS
19.1 Prior to the financial evaluation of bids, BPCL will determine whether each bid is substantially
responsive to the requirements of the Bidding Document.
19.2 For the purpose of this Clause, a substantially responsive bid is one which conforms to all
the terms and conditions and specifications of the Bidding Document without material
deviation or reservation. A material deviation or reservation is one which affects in
any substantial way the scope, quality, or performance of the works or which limits in
any substantial way, inconsistent with the Bidding Document, the BPCL’s rights or
Bidder’s obligation under the Contract and retention of which deviation or reservation would
affect unfairly the competitive position of other bidders presenting substantially
responsive bids.
19.3 If a bid is not substantially responsive to the requirements of the Bidding Document, it may
be rejected by BPCL. Such rejection will be intimated to the Bidder.
20.0 Responsibility of successful bidder During Contract Period
The successful bidder to handover the source code along with relevant documentation (as per
ANNEXURE VIII) and impart training required to BPCL staff for knowledge transfer.
The successful bidder shall undertake new developments in host and terminal applications as
and when required which includes bug fixing, patch deployment and upgrades.
During the AMC period any revision/changes/additions to source code either by BPCL or the
bidder, either case bidder is responsible to check /vet / incorporate in the live version and
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maintain the source code standard and version integrity. Bidder shall have suitable resources to
carry out such activities.
Vendor shall render service for the smooth transition of the programe/solution to the incumbent
on the event of completion/foreclosure of the contract.
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SECTION IX
GENERAL TERMS AND CONDITIONS
The following conditions shall be applicable for all procurement unless specifically mentioned
in the Special Purchase Conditions.
INDEX
1. DEFINITIONS
2. REFERENCE FOR DOCUMENTATION
3. RIGHT OF OWNER TO ACCEPT OR REJECT TENDER
4. LANGUAGE OF BID
5. PRICE
6. TAXES AND DUTIES
7. INSPECTION
8. SHIPPING
9. INDIAN AGENT COMMISSION
10. ORDER AWARD / EVALUATION CRITERIA
11. CONFIRMATION OF ORDER
12. PAYMENT TERMS
13. GUARANTEE/WARRANTY
14. PERFORMANCE BANK GUARANTEE
15. PACKING & MARKING
16. DELIVERY
17. UNLOADING AND STACKING
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18. TRANSIT INSURANCE
19. VALIDITY OF OFFER
20. DELIVERY DATES AND PRICE REDUCTION SCHEDULE
21. RISK PURCHASE CLAUSE
22. FORCE MAJEURE CLAUSE
23. ARBITRATION CLAUSE
24. INTEGRITY PACT (IP)
25. RECOVERY OF SUMS DUE
26. CONFIDENTIALITY OF TECHNICAL INFORMATION
27. PATENTS & ROYALTIES
28. LIABILITY CLAUSE
29. COMPLIANCE OF REGULATIONS
30. REJECTION, REMOVAL OF REJECTED GOODS AND REPLACEMENT
31. NON-WAIVER
32. NEW & UNUSED MATERIAL
33. PURCHASE PREFERENCE CLAUSE
34. CANCELLATION
35. ANTI –COMPETITIVE AGREEMENTS/ABUSE OF DOMINANT POSITION
36. ASSIGNMENT
37. GOVERNING LAW
38. AMENDMENT
39. SPECIAL PURCHASE CONDITIONS
40 NOTICES
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1. DEFINITIONS:
The following expressions used in these terms and conditions and in the purchase order shall
have the meaning indicated against each of these:
1.1.OWNER: Owner means Bharat Petroleum Corporation Limited (a Government of India
enterprise), a Company incorporated in India having its registered office at Bharat Bhavan, 4 &
6 Currimbhoy Road, Ballard Estate, Mumbai 400038 and shall include its successors and
assigns (hereafter called BPCL as a short form).
1.2. VENDOR: Vendor means the person, firm or the Company / Corporation to whom this
Request for quotation (RFQ)/purchase order is issued and shall include its successors and
assigns.
1.3.INSPECTOR: Person/agency deputed by BPCL for carrying out inspection, checking/testing of
items ordered and for certifying the items conforming to the purchase order specifications..
1.4. GOODS / MATERIALS: means any of the articles, materials, machinery, equipments,
supplies, drawing, data and other property and all services including but not limited to design,
delivery, installation, inspection, testing and commissioning specified or required to complete
the order.
1.5. SITE / LOCATION: means any Site where BHARAT PETROLEUM CORPORATION LTD.
desires to receive materials any where in India as mentioned in RFQ.
1.6. “RATE CONTRACT” means the agreement for supply of goods/ materials between Owner
and Vendor, for a fixed period of time (i.e till validity of Rate Contract, with no commitment of
contractual quantity) on mutually agreed terms and conditions. The actual supply of goods/
materials shall take place only on issue of separate purchase orders for required quantity as
and when required by Owner.
1.7. “FIRM PROCUREMENT” means the agreement between the parties for mutually agreed
terms and conditions with commitment of Quantity Ordered.
2. REFERENCE FOR DOCUMENTATION:
2.1.The number and date of Collective Request for Quotation (CRFQ) must appear on all
correspondence before finalization of Rate Contract / Purchase Order.
2.2. After finalization of Contract / Purchase Order: The number and date of Rate Contract /
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Purchase Order must appear on all correspondence, drawings, invoices, dispatch advices,
(including shipping documents if applicable) packing list and on any documents or papers
connected with this order.
2.3.In the case of imports, the relevant particulars of the import Licence shall be duly indicated in the
invoice and shipping documents as well as on the packages or consignments.
3. RIGHT OF OWNER TO ACCEPT OR REJECT TENDER:
The right to accept the tender will rest with the Owner.
4. LANGUAGE:
The Bid and all supporting documentation and all correspondence whatsoever exchanged by
Vendor and Owner, shall be in English language only.
5. Price:
Unless otherwise agreed to the terms of the RFQ, price shall be :
Firm and no escalation will be entertained on any ground, except on the ground of statutory
levies applicable on the tendered items.
6. TAXES AND DUTIES:
All vendors shall have VAT / CST/GST/Service tax registration in the concerned State and
vendor shall quote their TIN number in the quotation.
6.1. EXCISE DUTY:
6.1.1.Excise duty extra as applicable at the time of delivery within scheduled delivery period will
be payable by BPCL against documentary evidence. Vendor shall mention in their offer, the
percentage of excise duty applicable at present. Any upward variation in excise duty rates,
beyond the contractual delivery period, shall be to vendor’s account.
6.1.2. In case Excise Duty is not applicable at present: Excise duty due to change in turnover is
not payable. If applicable in future, the same will be borne by vendor.
6.1.3. Owner shall take CENVAT Credit on the material supplied for both excise duty and cess
component and accordingly Excise duty / Cess should be quoted separately wherever
applicable.
Vendor shall ask the transporter of the goods to hand over the copy of excise invoice
(transporter’s copy) at the time of delivery of goods at owner’s site.
6.2. SALES TAX / VAT/GST:
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6.2.1. Sales Tax as applicable at the time of delivery within scheduled delivery period will be
payable by BPCL. Vendor shall give details of local sales tax and/or central sales tax currently
applicable in their offer. The rates applicable for “CST without form C”, “CST with form C" and
“VAT” shall be clearly indicated.
6.2.2. Input VAT Credit may be claimed by BPCL, wherever applicable. Vendor shall submit the
TAX invoice.
6.3 Service tax:
All vendors shall have service tax registration wherever applicable. BPCL may also claim
CENVAT Credit on service tax. The vendor should quote service tax separately, if applicable.
Vendor shall submit the TAX invoice. Vendor is required to furnish serially numbered and
signed invoice / bill / challan containing the following details:
a) Name, address and registration number of the service provider
b) Name and address of person receiving taxable service
c) Description, classification and value of taxable service provided
d) Service Tax Payable
6.4 FREIGHT AND OCTROI:
6.4.1 Freight: Firm freight charges to be quoted as indicated in the Tender documents. Freight
shall be payable after receipt of the Material(s) at the site, unless otherwise specified.
6.4.2. Octroi and entry taxes, if any, shall be invoiced separately and shall be reimbursed by
BPCL at actual after receipt of the Material(s) at the Site against the submission of original
documentary evidence for proof of payment of the related Octroi and entry taxes, as the case
may be.
6.5. NEW STATUTORY LEVIES:
All new statutory levies leviable on sale of finished goods to owner , if applicable are payable
extra by BPCL against documentary proof, within the contractual delivery period.
6.6 Variation in Taxes/Duties
Any increase/decrease in all the above mentioned statutory levies on the date of delivery
during the scheduled delivery period on finished materials will be on BPCL's account. Any
upward variation in statutory levies after contractual delivery date shall be to vendor’s account.
6.7 Income Tax (Withholding tax)
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In the case of availment of services from Non Resident Vendors who are claiming benefits
offered under the Double Taxation Avoidance Agreements signed by India with the
Government of the other country (i.e the country of the Vendor), such Non Resident Vendors
are required to provide the Tax Residency Certificates at the time of submission of Bid
documents. The Tax Residency Certificates shall contain the following details:
a) Name of Vendor (assessee);
b) Status (Individual, Company, firm etc.) of assessee;
c ) Nationality (in case of individual);
d) Country or specified territory of incorporation or registration (in case of others);
e) Assessee’s tax identification number in the country or specified territory of residence or
in case no such number, then, a unique number on the basis of which the person is
identified by the Government of the country or the specified territory;
f) Residential status for the purpose of tax;
g) Period for which the certificate is applicable; and
h) Address of the applicant for the period for which the certificate is applicable.
The Tax Residency Certificate shall be duly verified by the Government of the Country or the
specified territory of the assessee of which the assessee claims to be a resident for the
purposes of tax.
7. INSPECTION:
7.1. Materials shall be inspected by BPCL approved third party inspection agency if applicable
before dispatch of materials. However, arranging and providing inspection facilities is entirely
vendor’s responsibility and in no way shall affect the delivery schedule.
7.2. Scope of Inspection shall be as per RFQ. Our registered third party inspection agencies are
SGS / GLISPL / IRS / DNV / LRIS / EIL / TATA Projects / PDIL / ULIPL / RITES LTD / ITSIPL
as amended time to time unless otherwise specified in the Special Purchase Conditions.
7.3. Unless otherwise specified, the inspection shall be carried out as per the relevant
standards/scope of inspection provided alongwith the Tender Enquiry/Purchase Order.
7.4. BPCL may, at its own expense, have its representative(s) witness any test or inspection. In
order to enable BPCL’s representative(s) to witness the tests/inspections. BPCL will advise the
Vendor in advance whether it intends to have its representative(s) be present at any of the
inspections.
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7.5. Even if the inspection and tests are fully carried out, the Vendor shall not be absolved from its
responsibilities to ensure that the Material(s), raw materials, components and other inputs are
supplied strictly to conform and comply with all the requirements of the Contract at all stages,
whether during manufacture and fabrication, or at the time of Delivery as on arrival at site and
after its erection or start up or consumption, and during the defect liability period. The
inspections and tests are merely intended to prima-facie satisfy BPCL that the Material(s) and
the parts and components comply with the requirements of the Contract. The Vendor’s
responsibility shall also not be anywise reduced or discharged because BPCL or BPCL’s
representative(s) or Inspector(s) shall have examined, commented on the Vendor’s drawings
or specifications or shall have witnessed the tests or required any chemical or physical or other
tests or shall have stamped or approved or certified any Material(s).
7.6. Although material approved by the Inspector(s), if on testing and inspection after receipt of the
Material(s) at the location, any Material(s) are found not to be in strict conformity with the
contractual requirements or specifications, BPCL shall have the right to reject the same and
hold the Vendor liable for non-performance of the Contract.
8. SHIPPING:
8.1 SEA SHIPMENT:
All shipment of materials shall be made by first class direct vessels, through the chartering
wing, Ministry of Surface Transport as per procedure detailed hereunder. The Foreign Supplier
shall arrange with Vessels Owners or Forwarding Agents for proper storage of the entire Cargo
intended for the project in a specific manner so as to facilitate and to avoid any over carriage at
the port of discharge. All shipment shall be under deck unless carriage on deck is unavoidable.
The bills of lading should be made out in favour of `Bharat Petroleum Corporation Ltd. or
order'.
All columns in the body of the Bill of Lading namely marks and nos., material description,
weight particulars etc., should be uniform and accurate and such statements should be uniform
in all the shipping documents. The freight particulars should mention the basis of freight
tonnage, heavy lift charges, if any, surcharge, discount etc. clearly and separately. The net
total freight payable shall be shown at the bottom.
SHIPPING DOCUMENTS:
All documents viz. Bill of Lading, invoices, packing list, freight memos, country of origin
certificates, test certificate, drawings and catalogues should be in English language.
In addition of the bill of lading which should be obtained in three stamped original plus as many
copies as required, invoices, packing list, freight memos,(if the freight particulars are not
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shown in the bills of lading), country of origin certificate, test / composition certificate, shall be
made out against each shipment in as many number of copies as shown below.
The bill of lading, invoice and packing list specifically shall show uniformly the mark and
numbers, contents case wise, country of origin, consignees name, port of destination and all
other particulars as indicated under clause 2. The invoice shall show the unit rates and net
total F.O.B. prices. Items packed separately should also be invoiced and the value shown
accordingly. Packing list must show apart from other particulars actual contents in each case,
net and gross weights and dimensions, and the total number of packages. All documents
should be duly signed by the Vendor's authorized representatives.
In the case of FOB orders, Shipping arrangements shall be made by the Chartering Wing of
the Ministry of Surface Transport, New Delhi through their respective forwarding agents. The
names and addresses of forwarding agents shall be as per Special Purchase Conditions.
Supplier shall furnish to the respective agents the full details of consignments such as outside
dimension, weights (both gross and net) No of packages, technical description and drawings,
name of supplier, ports of loading, etc. 6 weeks notice shall be given by the supplier to enable
the concerned agency to arrange shipping space.
The bill of lading shall indicate the following:
Shipper : Government of India
Consignee : Bharat Petroleum Corporation Ltd.
In case of supplies from USA, Export Licenses, if any required from the American Authorities
shall be obtained by the U.S. Suppliers. If need be assistance for obtaining such export
licenses would be available from India Supply Mission at Washington.
8.2 AIRSHIPMENT :
In case of Air shipment, the materials shall be shipped through freight consolidator (approved
by us). The airway bill shall be made out in favour of BHARAT PETROLEUM CORPORATION
LTD.
TRANSMISSION OF SHIPPING DOCUMENTS:
Foreign Supplier shall obtain the shipping documents in seven complete sets including three
original stamped copies of the Bill of Lading as quickly as possible after the shipment is made,
and airmail as shown below so that they are received at least three weeks before the Vessels
arrival. Foreign Supplier shall be fully responsible or any delay and / or demurrage in clearance
of the consignment at the port due to delay in transmittal of the shipping documents.
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If in terms of letter or otherwise, the complete original set of documents are required to be sent
to BPCL through Bank the distribution indicated below will confine to copies of documents
only minus originals.
Documents BPCL (Mumbai)
Bill of Lading 4 (including 1 original)
Invoice 4
Packing List 4
Freight Memo 4
Country of Origin Certificate 4
Third party inspection certificate 4
Drawing 4
Catalogue 4
Invoice of Third Party 4
for inspection charges whenever applicable.
9. INDIAN AGENT COMMISSION :
Any offer through Indian agents will be considered only after authorization mentioning them as
Indian agents, is received from Vendor. Indian agents commission if applicable will be payable
only in Indian currency. Indian agents should be registered with Directorate General of
Supplies and Disposals, Government of India and agency commission will be payable only
after registration with DGS&D, New Delhi.
10. ORDER AWARD / EVALUATION CRITERIA:
Unless otherwise specified, Order award criteria will be on lowest quote landed price basis.
Landed price will be summation of Basic Price, Packing & Forwarding Charges, Excise Duty,
Sales Tax, Freight, Inspection, Octroi, Supervision of Installation & Commissioning and other
taxes & levies, loading etc, if any, reduced by cenvat /vat credit as applicable.
11. CONFIRMATION OF ORDER:
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The vendor shall acknowledge the receipt of the purchase order within 10 days of mailing the
same. The vendor shall sign, stamp the acknowledgement copy of the purchase order and
return the same to BPCL.
12. PAYMENT TERMS:
12.1. Unless otherwise specified, 100% payment shall be made within 30 days from date of
receipt and acceptance of materials at Site against submission of Performance Bank
Guarantee (PBG) for 10% of basic order value if PBG is applicable for the tender.
12.2. In the case of imports, payment will be made on submission of original documents directly to
Owner (Telegraphic Transfer-TT) or through Bank (Cash against documents-CAD) or through
irrevocable Letter of Credit.
12.3. Unless otherwise mentioned, the specified documents (All documents listed below (one
original and two copies)) should be submitted to originator of P.O. (the name and contact
details of whom are given in PO) and payments for dispatches will be made by the originator of
Purchase Order :
a) Invoice
b) Excise invoice
c) The Lorry Receipt of the consignment
d) Packing list for the consignment
e) Third Party Inspector’s Certificate covering the invoiced Material(s)/ Release Note,
wherever applicable
f) Manufacturers Test/Composition Certificate, wherever applicable
g) Drawing(s)/Catalogue(s) covering the Material(s), wherever applicable
h) Guarantee/Warranty Certificate(s), wherever applicable.
i) Original Receipt for Octroi / other statutory levies as applicable.
j) Performance Bank Guarantee as applicable.
13. GUARANTEE/WARRANTY:
13.1. Materials shall be guaranteed against manufacturing defects, materials, workmanship and
design for a period of 12 months from the date of commissioning or 18 months from the date
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of dispatch whichever is earlier. Warranty for replacement of material / accessories should be
provided free of charges at our premises. The above guarantee/warranty will be without
prejudice to the certificate of inspection or material receipt note issued by us in respect of the
materials.
13.2. All the materials including components and sub contracted items should be guaranteed by
the vendor within the warranty period mentioned above. In the event of any defect in the
material, the vendor will replace / repair the material at BPCL’s concerned location at
vendor’s risk and cost on due notice.
13.3. In case, vendor does not replace / repair the material on due notice, rejected material will be
sent to the vendor on “Freight to pay” basis for free replacement. Material after rectification
of defects shall be dispatched by the vendor on “Freight Paid” basis. Alternatively, BPCL
reserves the right to have the material repaired / replaced at the locations concerned, at the
vendor’s risk, cost and responsibility.
13.4. The Vendor shall provide similar warrantee on the parts, components, fittings, accessories
etc. so repaired and / or replaced.
14. PERFORMANCE BANK GUARANTEES:
14.1. Vendor will have to provide Performance Bank Guarantee for 10% of the basic value of
purchase order unless otherwise specified. This bank guarantee shall be valid (shall remain
in force) for guarantee period (as mentioned in the guarantee clause), with an invocation
period of six months thereafter. The Performance Bank Guarantee shall be given on a non-
judicial stamp paper of appropriate value (currently Rs 100). PBG format is as per
ANNEXURE III.
In case, PBG is not provided by the Vendor, 10% of the basic value shall be retained in lieu
of PBG, till the expiry of guarantee and claim period.
In the case of imports, the Supplier shall furnish the Performance Bank Guarantee (as per
ANNEXURE III) through the following :
a) Branches of Indian scheduled banks operating in their Country.
b) Foreign bank operating in their Country which is counter guaranteed by branches of
Indian scheduled banks operating in their Country/India.
c) Indian branches of foreign banks.
d) Foreign bank operating in their Country counter guaranteed by their Indian branch
However, in respect of c) and d) above, the Indian branch of foreign banks should be
recognized as scheduled bank by Reserve Bank of India.
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14.2. If Vendor wants to submit the PBG at Contract level to avoid multiple number of PBG (i.e.
PBG issued against every purchase/call off order) then the validity of PBG will be
calculated as mentioned below :
14.2.1. Validity of PBG = Rate Contract Issue Date (Start Date of Rate Contract) + Rate Contract
Period (validity of Rate Contract) + Contractual Delivery Period of material + Contractual
Guarantee period + 6 month (for invocation / Claim).
15. PACKING & MARKING:
15.1 PACKING:
15.1.1 Packing shall withstand the hazards normally encountered with the means of transport for
the goods of this purchase order including loading and unloading operation both by crane
and by pushing off.
In the case of imports, all equipments / materials shall be suitably packed in weather
proof, seaworthy packing for ocean transport under tropical conditions and for rail or road
or other appropriate transport in India. The packing shall be strong and efficient enough
to ensure safe preservance upto the final point of destination.
Raw/Solid wood packaging material of imported items has to be appropriately treated &
marked as per International Standard of Phytosanitary Measures (ISPM-15") for material
originating from the contracting countries to the International Plant Protection Convention
or the members of Food & Agriculture Organization. Material from non-contracting parties
would have to be accompanied by a phytosanitary certificate of the treatment endorsed.
The Custom Officer at Indian Port shall not release the material without appropriate
compliance of the above provisions w.e.f. 01.11.2004.
15.1.2 The packing specification incorporated herein are supplementary to the internal and
external packing methods and standards as per current general rules of J.R.A. Good
Tariff Part-I. All packaging shall be done in such a manner as to reduce volume as much
as possible.
15.1.3 Fragile articles should be packed with special packing materials depending on the type of
Materials and the packing shall bear the words "HANDLE WITH CARE GLASS FRAGILE,
DON'T ROLL THIS END UP. THIS END DOWN," to be indicated by arrow.
15.1.4 Chemicals in powder form, catalyst, refractories and like materials etc. shall be packed in
drums, cans and tins only. However, Catalyst may be supplied in Jumbo bags.
15.1.5 The hazardous materials shall be packed in accordance with the applicable rules,
regulations and tariff of all cognizant Government Authorities and other Governing bodies.
It shall be the responsibility of the seller of hazardous materials to designate the material
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as hazardous and to identify each material by its proper commodity name and its
hazardous material class code.
15.1.6 All packages requiring handling by crane should have sufficient space at appropriate place
to put sling of suitable dia (strength). Iron/Steel angle should be provided at the place
where sling marking are made to avoid damage to package/ equipment while lifting.
15.1.7 Item shipped in bundles must be securely tied with steel wire or strapping. Steel reinforcing
rods, bars, pipes, structural members etc. shall be bundled in uniform lengths and the
weight shall be within the breaking strength of the securing wire or strapping.
In the case of imports, for bundles the shipping marks shall be embossed on metal or
similar tag and wired securely on each end.
15.1.8 All delicate surface on equipment/materials should be carefully protected and printed with
protective paint/compound and wrapped to prevent rusting and damage.
15.1.9 All mechanical and electrical equipment and other heavy articles shall be securely fastened
to the case bottom and shall be blocked and braced to avoid any displacement/shifting
during transit.
15.1.10 Attachments and spare parts of equipment and all small pieces shall be packed
separately in wooden cases with adequate protection inside the case and wherever
possible should be sent along with the main equipment. Each item shall be suitably
tagged with identification of main equipment, item denomination and reference number of
respective assembly drawing. Each item of steel structure and furnaces shall be identified
with two erection markings with minimum lettering height of 15mm. Such markings will be
followed by the collection numbers in indelible ink/paint. A copy of the packing list shall
accompany the materials in each package.
15.1.11 All protrusions shall be suitably protected by providing a cover comprising of tightly bolted
wooden disc on the flanges. All nozzles, holes and openings and also all delicate
surfaces shall be carefully protected against damage and bad weather. All manufactured
surfaces shall be painted with rust proof paint.
In the case of imports, for bulk uniform material when packed in several cases,
progressive serial numbers shall be indicated on each case.
15.1.12 Wherever required, equipment/materials instruments shall be enveloped in polythene
bags containing silica gel or similar dehydrating compound.
15.1.13 pipes shall be packed as under:
a. Upto 50mm NB in wooden cases/crates.
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b. Above 50mm NB and up to 100mm NB in bundles and should be strapped at minimum
three places.
c. Above 100mm NB in loose.
15.1.14 Pipes and tubes of stainless steel, copper etc. shall be packed in wooden cases
irrespective of their sizes.
15.1.15 Pipes with threaded or flanged ends shall be protected with suitable caps covers, before
packing.
In the case of imports, all pipes and sheets shall be marked with strips bearing
progressive no.
15.1.16 Detailed packing list in waterproof envelope shall be inserted in the package together with
equipment/materials. One copy of the detailed packing list shall be fastened outside of the
package in waterproof envelope and covered by metal cover.
15.1.17 The supplier shall be held liable for all damages or breakages to the goods due to the
defective or insufficient packing as well as for corrosion due to insufficient protection.
15.1.18 Packaged equipment or materials showing damage defects or shortages resulting from
improper packaging materials or packing procedures or having concealed damages or
shortages, at the time of unpacking shall be to the supplier’s account.
All packages which require special handling and transport should have their Centers of
Gravity and the points at which they may be slung or gripped clearly indicated and
marked “ATTENTION SPECIAL LOAD HANDLE WITH CARE” both in English/Hindi
Languages.
In the case of imports, a distinct color splash in say red black around each package crate
/ bundle shall be given for identification.
15.1.19 Along with the packed material, supplier should attach material list, manuals/instructions
and also the Inspection certificate/release note, wherever applicable.
15.2. MARKING :
The following details to be written on the side face of packing:
a) Purchase Order Number
b) Vendor Name
c) Batch no with Manufacturing date
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d) Procedure (in brief) for handling
e) Date of dispatch etc.
15.3 IMPORTED ITEMS:
On three sides of the packages, the following marks shall appear, clearly visible, with indelible
paint and on Vendor's care and expenses.
BHARAT PETROLEUM CORPORATION LIMITED
(With detailed address as given in Special Purchase Conditions)
From :
To : Bharat Petroleum Corpn. Ltd.
(With detailed address as given in Special Purchase Conditions)
Order no. Rev. no.
Item :
Equipment Nomenclature :
Net weight : Kgs.
Gross weight : Kgs.
Case No. of Total cases :
Dimensions :
Import Licence No.
NOTE:
Marking shall be bold - minimum letter height 5 cm. For every order and every shipment,
packages must be marked with serial progressive numbering.
Top heavy containers shall be so marked either Top Heavy or Heavy Ends.
When packing material is clean and light colored, a dark black stencil paint shall be
acceptable. However, where packaging material is soiled or dark, a coat of flat zinc white paint
shall be applied and allowed to dry before applying the specific markings.
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In case of large equipments like vessels, heat exchangers, etc. the envelope containing the
documents shall be fastened inside a shell connection, with an identifying arrow sign
"documents" using indelible paint.
16. DELIVERY:
16.1. Unless otherwise mentioned, Vendor is requested to quote their best delivery schedule
from the date of receipt of Purchase order.
16.2. Time being the essence of this contract, the delivery mentioned in the purchase order shall
be strictly adhered to and no variation shall be permitted except with prior authorization in
writing from the Owner. Goods should be delivered, securely packed and in good order and
condition, at the place of delivery and within the time specified in the purchase order for
their delivery.
16.3. The contractual delivery period is inclusive of all the lead time for engineering / procurement
of raw material, the manufacturing, inspection / testing, packing, transportation or any other
activity whatsoever required to be accomplished for affecting the delivery at the required
delivery point.
16.4. Unless otherwise specified, Material(s) shall not be dispatched without prior inspection
and/or testing and Release Order/Material(s) Acceptance Certificate issued by the
Inspector(s).
16.5. BPCL shall have the right to advise any change in dispatch point or destination in respect
of any Material(s). Any extra expenditure incurred by the Vendor on this account supported
by satisfactory documentary evidence, will be reimbursed to the Vendor by BPCL.
17. UNLOADING AND STACKING:
Unloading and stacking will be arranged by BPCL. The Vendor shall send BPCL information of
the proposed consignment well in advance by telegram/fax/e-mail/courier to enable BPCL to
take necessary action.
18. TRANSIT INSURANCE:
Unless otherwise mentioned,
18.1. Transit Insurance shall be covered by the Vendor.
18.2 In the case of imports, insurance against all marine and transit risk shall be covered under
the Owner's marine policy. However, the Vendor shall ensure that in effecting shipments
clear bill of lading are obtained and the carrier's responsibility is fully retained on the
Carriers so that the consignee's interests are fully secured and are in no way jeopardized.
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18.2. The Vendor shall send BPCL information of the proposed consignment well in advance by
telegram/fax/e-mail/courier to enable BPCL to take necessary action for the transit
insurance of the consignment. Any failure by the Vendor to do so shall place the
consignment at the Vendor’s risk.
18.3. In the case of imports, as soon as any shipment is made, the Foreign Supplier shall send
advance information by way of Telex message to Bharat Petroleum Corporation Ltd., (with
detailed address as given in Special Purchase Conditions) giving particulars of the
shipments, vessels name, port of shipment, bill of lading number and date, total FOB and
freight value.
19 VALIDITY OF OFFER:
The rates quoted against this tender shall be valid for a period of 120 Days from the date of
opening of the tender unless otherwise specified in the Special Purchase Conditions.
20. DELIVERY DATES AND PRICE REDUCTION SCHEDULE :
20.1. The time and date of Delivery of Material(s) as stipulated in the Contract shall be adhered
to on the clear understanding that the Price(s) of the Material(s) has/have been fixed with
reference to the said Delivery date(s).
20.2. If any delay is anticipated by the Vendor in the delivery of the Material(s) or any of them
beyond the stipulated date(s) of Delivery, the Vendor shall forthwith inform BPCL in writing
of such anticipated delay and of the steps being taken by the Vendor to remove or reduce
the anticipated delay, and shall promptly keep BPCL informed of all subsequent
developments.
20.3. The delivery period quoted must be realistic & specific. The inability of successful Vendors
to execute orders in accordance with the agreed delivery schedule will entitle BPCL, at its
options, to :
20.3.1. Accept delayed delivery at prices reduced by a sum equivalent to half percent (0.5%) of
the basic value of any goods not delivered for every week of delay or part thereof, limited to
a maximum of 5% of the total basic order value. LR date will be considered as delivery
completion date for calculation of price reduction in the case of ex works contract. Date of
receipt of materials at owners premises shall be considered for calculation of price
reduction for F.O.R destination contract.
In the case of imports, the contractual delivery date shall be considered from the date of
Letter of Credit (L/C) or the date of L/C amendment because of Buyer’s fault plus one week
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(to take care of transit time for receipt of L/c) plus the delivery schedule as indicated by the
vendors.
In case of the shipment taking place on “Cash against documents”, the contractual delivery
shall be taken from the date of purchase order plus one week (to take care of transit time
for receipt of order) plus delivery period.
Further the date of B/L or House airway bill shall be considered to find out the delay with
respect to contractual delivery date. In case of FOB shipments if the vessel is not available
then the intimation by vendors regarding readiness of the goods for the shipment shall be
considered for calculating the delay if any. So vendor shall inform the readiness of material
for shipment on FOB (Free on Board)basis / FCA (Free on Carrier) basis.
20.3.2. Cancel the order in part or full and purchase such cancelled quantities from elsewhere on
account at the risk and cost of the vendor, without prejudice to its right under 20.3.1 above
in respect of goods delivered.
21. RISK PURCHASE CLAUSE:
BPCL reserves the right to curtail or cancel the order either in full or part thereof if the vendor
fails to comply with the delivery schedule and other terms & conditions of the order. BPCL also
reserves the right to procure the same or similar materials/equipment through other sources at
vendor's entire risk, cost and consequences. Further, the vendor agrees that in case of
procurement by the owner from other sources the differential amount paid by the owner shall
be on account of the vendor together with any interest and other costs accrued thereon for
such procurement.
22. FORCE MAJEURE CLAUSE:
(A) Definition: The term “Force Majeure” means any event or circumstance or combination
of events or circumstances that affects the performance by the vendor of its obligations
pursuant to the terms of this Agreement (including by preventing, hindering or delaying such
performance), but only if and to the extent that such events and circumstances are not within
the vendor’s reasonable control and were not reasonably foreseeable and the effects of which
the vendor could not have prevented or overcome by acting as a Reasonable and Prudent
person or, by the exercise of reasonable skill and care. Force Majeure events and
circumstances shall in any event include the following events and circumstances to the
extent they or their consequences satisfy the requirements set forth above in this
Clause:
(a) the effect of any element or other act of God, including any storm, flood, drought,
lightning, earthquake, tidal wave, tsunami, cyclone or other natural disaster;
(b) fire, accident, loss or breakage of facilities or equipment, structural collapse or
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explosion;
(c) epidemic, plague or quarantine;
(d) air crash, shipwreck, or train wreck;
(e) acts of war (whether declared or undeclared), sabotage, terrorism or act of public
enemy (including the acts of any independent unit or individual engaged in activities in
furtherance of a programme of irregular warfare), acts of belligerence of foreign
enemies (whether declared or undeclared), blockades, embargoes, civil disturbance,
revolution, rebellion or insurrection, exercise of military or usurped power, or any
attempt at usurpation of power;
(f) radioactive contamination or ionizing radiation;
(B) Notice and Reporting:
(a) The Vendor shall as soon as reasonably practicable after the date of commencement of the event of force Majeure, but in any event no later than two (7) days after such commencement date, notify BPCL in writing of such event of Force Majeure and provide the following information:
i. reasonably full particulars of the event or circumstance of Force Majeure and the
extent to which any obligation will be prevented or delayed;
ii. such date of commencement and an estimate of the period of time required to
enable the vendor to resume full performance of its obligations; and
iii. all relevant information relating to the Force Majeure and full details of the
measures the vendor is taking to overcome or circumvent such Force Majeure.
(b) The Vendor shall, throughout the period during which it is prevented from performing,
or delayed in the performance of, its obligations under this Agreement, upon request,
give or procure access to examine the scene of the Force Majeure including such
information, facilities and sites as the other Party may reasonably request in
connection with such event. Access to any facilities or sites shall be at the risk and
cost of the Party requesting such information and access.
(C) Mitigation Responsibility:
(a) The Vendor shall use all reasonable endeavours, acting as a Reasonable and Prudent
Person, to circumvent or overcome any event or circumstance of Force Majeure as
expeditiously as possible, and relief under this Clause shall cease to be available to
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the Vendor claiming Force Majeure if it fails to use such reasonable endeavours
during or following any such event of Force Majeure.
(b) The Vendor shall have the burden of proving that the circumstances constitute valid
grounds of Force Majeure under this Clause and that it has exercised reasonable
diligence efforts to remedy the cause of any alleged Force Majeure.
(c) The Vendor shall notify BPCL when the Force Majeure has terminated or abated to an
extent which permits resumption of performance to occur and shall resume
performance as expeditiously as possible after such termination or abatement.
(D) Consequences of Force Majeure. Provided that the Vendor has complied and continues
to comply with the obligations of this Clause and subject to the further provisions:
(a) the obligations of the Parties under this Agreement to the extent performance thereof
is prevented or impeded by the event of Force Majeure shall be suspended and the
Parties shall not be liable for the non-performance thereof for the duration of the
period of Force Majeure; and
(b) the time period(s) for the performance of the obligations of the Parties under this
Agreement to the extent performance thereof is prevented or impeded by the event of
Force Majeure shall be extended for the duration of the relevant period of Force
Majeure except as provided herein.
(E) Force Majeure Events Exceeding 60 Days
If an event or series of events (alone or in combination) of Force Majeure occur, and
continue for a period in excess of 60 consecutive days, then BPCL shall have the right
to terminate this agreement, whereupon the Parties shall meet to mitigate the
impediments caused by the Force Majeure event.
23. ARBITRATION CLAUSE :
23.1. Any dispute or difference of any nature whatsoever, any claim, cross-claim, counter-claim
or set off of BPCL/Vendor against omission or on account of any of the parties hereto
arising out of or in relation to this Contract shall be referred to the Sole Arbitration of
Director(Marketing) / Director (HR) / Director (R) of BPCL as the case may be or to some
officer of BPCL who may be nominated by them.
23.2. In the event the Arbitrator being unable or refusing to act for any reason whatsoever, the
said Directors of BPCL shall designate another person to act as an Arbitrator in accordance
with the terms of the said Contract/Agreement. The Arbitrator newly appointed shall be
entitled to proceed with the reference from the point at which it was left by his predecessor.
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23.3. It is known to the parties herein that the Arbitrator appointed hereunder is an employee of
the Corporation and may be Share holder of the Corporation.
23.4. The award of the Arbitrator so appointed shall be final, conclusive and binding on all the
parties to the contract and the law applicable to arbitration proceedings will be the
Arbitration and Conciliation Act, 1996 or any other enactment in replacement thereof.
23.5. The language of the proceedings will be in English and the place of proceedings will be
Mumbai.
23.6. The parties hereby agree that the Courts in the city of Mumbai alone shall have jurisdiction
to entertain any application or other proceedings in respect of anything arising under this
Agreement and any Award or Awards made by the Sole Arbitrator hereunder shall be filed,
if required, in the concerned Courts in the City of Mumbai alone.
24. INTEGRITY PACT (IP) :
Vendors are requested to sign & return our pre-signed IP document provided as ANNEXURE
VI. This document is essential & binding. Vendor's failure to return the IP document duly
signed along with Bid Document may result in the bid not being considered for further
evaluation.
25. RECOVERY OF SUMS DUE :
Whenever, any claim against vendor for payment of a sum of money arises out of or under the
contract, the owner shall be entitled to recover such sums from any sum then due or when at
any time thereafter may become due from the vendor under this or any other contract with the
owner and should this sum be not sufficient to cover the recoverable amount of claim(s), the
vendor shall pay to BPCL on demand the balance remaining due.
26. CONFIDENTIALITY OF TECHNICAL INFORMATION :
Drawing, specifications and details shall be the property of the BPCL and shall be returned by
the Vendor on demand. The Vendor shall not make use of drawing and specifications for any
purpose at any time save and except for the purpose of BPCL. The Vendor shall not disclose
the technical information furnished to or organized by the Vendor under or by virtue of or as a
result of the implementation of the Purchase Order to any person, firm or body or corporate
authority and shall make all endeavors to ensure that the technical information is kept
CONFIDENTIAL. The technical information imparted and supplied to the vendor by BPCL shall
at all time remain the absolute property of BPCL. Imparting of any confidential information by
the Vendor will be breach of contract.
27. PATENTS & ROYALTIES :
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The vendor shall fully indemnify BPCL and users of materials specified herein/supplied at all
times, against any action, claim or demand, costs and expenses, arising from or incurred by
reasons of any infringement or alleged infringement of any patent, registered design,
trademark or name, copy right or any other protected rights in respect of any materials
supplied or any arrangement, system or method of using, fixing or working used by the vendor.
In the event of any claim or demand being made or action sought against BPCL in respect of
any of the aforesaid matter, the vendor shall be notified thereof immediately and the vendor
shall at his/its own expense with (if necessary) the assistance of BPCL (whose all expense
shall be reimbursed by the vendor) conduct all negotiations for the settlement of the same
and/or litigation which may arise thereof.
28. LIABILITY CLAUSE:
In case where it is necessary for employees or representatives of the Vendor to go upon the
premises of owner, vendor agrees to assume the responsibility for the proper conduct of such
employees/representatives while on said premises and to comply with all applicable
Workmen's Compensation Law and other applicable Government Regulations and Ordinances
and all plant rules and regulations particularly in regard to safety precautions and fire hazards.
If this order requires vendor to furnish labour at site, such vendor's workmen or employees
shall under no circumstances be deemed to be in owner's employment and vendor shall hold
himself responsible for any claim or claims which they or their heirs, dependent or personal
representatives, may have or make, for damages or compensation for anything done or
committed to be done, in the course of carrying out the work covered by the purchase order,
whether arising at owner's premises or elsewhere and agrees to indemnify the owner against
any such claims, if made against the owner and all costs of proceedings, suit or actions which
owner may incur or sustain in respect of the same.
29. COMPLIANCE OF REGULATIONS:
Vendor warrants that all goods/Materials covered by this order have been produced, sold,
dispatched, delivered and furnished in strict compliance with all applicable laws, regulations,
labour agreement, working condition and technical codes and statutory requirements as
applicable from time to time. The vendor shall ensure compliance with the above and shall
indemnify owner against any actions, damages, costs and expenses of any failure to comply
as aforesaid.
30. REJECTION, REMOVAL OF REJECTED GOODS AND REPLACEMENT:
In case the testing and inspection at any stage by inspectors reveal that the equipment,
materials and workmanship do not comply with specification and requirements, the same shall
be removed by the vendor at his/its own expense and risk, within the time allowed by the
owner. The owner shall be at liberty to dispose off such rejected goods in such manner as he
may think appropriate. In the event the vendor fails to remove the rejected goods within the
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period as aforesaid, all expenses incurred by the owner for such disposal shall be to the
account of the vendor. The freight paid by the owner, if any, on the inward journey of the
rejected materials shall be reimbursed by the vendor to the owner before the rejected materials
are removed by the vendor. The vendor will have to proceed with the replacement of the
equipment or part of equipment without claiming any extra payment if so required by the
owner. The time taken for replacement in such event will not be added to the contractual
delivery period.
31. NON-WAIVER:
Failure of the Owner to insist upon any of the terms or conditions incorporated in the Purchase
Order or failure or delay to exercise any rights or remedies herein, or by law or failure to
properly notify Vendor in the event of breach, or the acceptance of or payment of any goods
hereunder or approval of design shall not release the Vendor and shall not be deemed a
waiver of any right of the Owner to insist upon the strict performance thereof or of any of its or
their rights or remedies as to any such goods regardless of when such goods are shipped,
received or accepted nor shall any purported oral modification or revision of the order by BPCL
act as waiver of the terms hereof. Any waiver to be effective must be in writing. Any lone
incident of waiver of any condition of this agreement by BPCL shall not be considered as a
continuous waiver or waiver for other condition by BPCL.
32. NEW & UNUSED MATERIAL:
All the material supplied by the vendor shall be branded new, unused and of recent
manufacture.
33. PURCHASE PREFERENCE CLAUSE:
Owner reserves its right to allow Public Sector Enterprises (Central/State), purchase
preference as admissible/applicable from time to time under the existing Govt. policy.
Purchase preference to a PSE shall be decided based on the price quoted by PSE as
compared to L1 Vendor at the time of evaluation of the price bid.
Owner reserves its right to allow Micro and Small Enterprises (MSEs) and MSEs owned by
Scheduled Caste (SC) or the Scheduled tribe (ST) entrepreneurs, purchase preference as
admissible/applicable from time to time under the existing Govt. policy. Purchase preference to
a MSE and a MSE owned by SC/ST entrepreneurs shall be decided based on the price quoted
by the said MSEs as compared to L1 Vendor at the time of evaluation of the price bid.
34. CANCELLATION:
34.1. BPCL reserves the right to cancel the contract/purchase order or any part thereof through
a written notice to the vendor if.
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34.1.1. The vendor fails to comply with the terms of this purchase order/contract.
34.1.2. The vendor becomes bankrupt or goes into liquidation.
34.1.3. The vendor fails to deliver the goods on time and/or replace the rejected goods promptly.
34.1.4. The vendor makes a general assignment for the benefit of creditors.
34.1.5. A receiver is appointed for any of the property owned by the vendor.
34.2. Upon receipt of the said cancellation notice, the vendor shall discontinue all work on the
purchase order matters connected with it. BPCL in that event will be entitled to procure
the requirement in the open market and recover excess payment over the vendor's
agreed price if any, from the vendor and also reserving to itself the right to forfeit the
security deposit if any, made by the vendor against the contract. The vendor is aware that
the said goods are required by BPCL for the ultimate purpose of materials production and
that non-delivery may cause loss of production and consequently loss of profit to the
BPCL. In this-event of BPCL exercising the option to claim damages for non delivery
other than by way of difference between the market price and the contract price, the
vendor shall pay to BPCL, fair compensation to be agreed upon between BPCL and the
vendor. The provision of this clause shall not prejudice the right of BPCL from invoking
the provisions of price reduction clause mentioned in 20.3.1 as aforesaid.
35. ANTI –COMPETITIVE AGREEMENTS/ABUSE OF DOMINANT POSITION:
The Competition Act, 2002 as amended by the Competition (Amendment) Act, 2007 (the Act),
prohibits anti- competitive practices and aims at fostering competition and at protecting Indian
markets against anti- competitive practices by enterprises. The Act prohibits anti- competitive
agreements, abuse of dominant position by enterprises, and regulates combinations
(consisting of acquisition, acquiring of control and M&A) wherever such agreements, abuse or
combination causes, or is likely to cause, appreciable adverse effect on competition in markets
in India. BPCL reserves the right to approach the Competition Commission established under
the Act of Parliament and file information relating to anti-competitive agreements and abuse of
dominant position. If such a situation arises, then Vendors are bound by the decision of the
Competitive Commission and also subject to penalty and other provisions of the Competition
Act.
36. ASSIGNMENT
The Vendor can / does not have any right to assign his rights and obligations under these
general purchase conditions without the prior written approval of BPCL.
37. GOVERNING LAW
These General Purchase Conditions shall be governed by the Laws of India.
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38. AMENDMENT
Any amendment to these General Purchase Conditions can be made only in writing and
with the mutual consent of the parties to these conditions.
39. SPECIAL PURCHASE CONDITIONS
In case of a conflict between the clauses, terms and conditions of General Purchase
Conditions and Special Purchase condition, the clauses, terms and conditions of Special
Purchase Condition will have an overriding effect over General Purchase Conditions and the
same shall be applicable.
40. NOTICES
Any notices to be given hereunder by a Party to the other shall be in English and delivered by
hand or sent by courier or facsimile to the other Party at the address or facsimile number
stated below or such other address or number as may be notified by the relevant Party from
time to time.
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ENCLOSURES SECTION X
LIST OF ANNEXURES
1 Annexure I Details of Hardware and System Software of Backend setup
2 Annexure II Existing Loyalty program details
3 Annexure III Performance Bank Guarantee Format
4 Annexure IV Arbitration
5 Annexure V Non –Disclosure Agreement (NDA)
6 Annexure VI Integrity Pact
7 Annexure VII Important feature of Existing Program
8 Annexure VIII Knowledge Transfer Documents and Agreements
9 Annexure IX POST specifications
10 Annexure X Type of Reports
11 Annexure XI List of Vendor Branch offices/Residence engineer presence
12 Annexure XII Loyalty Card Specifications
13 Annexure XIII Checklist
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ANNEXURE I
BPCL – Existing Hardware / Database/Application server
PRIMARY Data Centre SERVER DETAILS
1) Sun Enterprise T5240*2
a. 2 x 1.4 GHz 8 Core Ultrapsarc T2+ Processor (Each core supporting 8 threads. Total
8x8x2=128 threads visible through OS)
b. 64 GB RAM
c. 6 x 300 GB SAS HDDs.
d. 4 x Gigabit Ethernet Ports onboard.
e. 2 x Quad Gigabit Ethernet PCI Card.
f. 2x 8 GBPS Dual-Port FC HBAs.
Virtualization details in T5240s are as below:
Hostname (T5240 *2) Purpose Core Memory (GB)
diamond1 Production db 6 24
diamond2 Production db 6 24
diamonda1 Production AS 5 20
diamonda2 Production AS 5 20
emeraldapp1 Web AS (Active) 4 16
emeraldapp2 Web AS(Passive) 4 16
3) Sun Enterprise M4000 (BDF1114055)
a. 1 x 2.5 GHz Quad CPU board with each having 4-core (2-Threads) SPARC64-VII
Processor.
b. 64 GB RAM
c. 2 x 300 GB SAS HDDs.
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d. 2 x Gigabit Ethernet Ports onboard.
e. 1 x Quad Gigabit Ethernet PCI Card.
f. 3 x 8 GBPS Single-Port FC HBAs.
Server/Domain Purpose Hostname core Memory
(GB)
M4000 (Domain0-pearl
zone)
Report DB pearl.bpcl.com 4(assigned
to the zone)
32
M4000
(Domain1-emerald2-
zone)
Passive Web DB emerald2.bpcl.com 2 (assigned to
the zone)
32
* Emerald2.bpcl.com is passive node of emerald1.bpcl.com
3) Sun Enterprise M3000 (PX61118012)
a. 1 x 2.7 Ghz 4-core (2-Threads) SPARC64-VII system board.
b. 32 GB RAM
c. 2 x 300 GB SAS HDDs.
d. 4 x Gigabit Ethernet Ports onboard.
e. 2 x 8 GBPS Single-Port FC HBAs.
4) EMC Clarion CX4-120 SAN storage (CKM0010701243)
a. 2 controllers, each controller consisting of 2 GB Cache, 2 Back-end ports for drive
connectivity, and 4 front-end 4 GBPS ports for host-connectivity.
b. This gives total 4 GB Cache, 4 ports for host-connectivity.
c. Total 14 drive trays, holding 8 drives of 300GB
Server Hostname Purpose Core Memory (GB)
M3000 emerald1.bpcl.com Global zone 4 32
M3000 emerald1-zone Active Web DB 2 32
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5) 2* Brocade 300 SAN Switch (ALJ2509G0MY & ALJ2509G0MZ)
a. 24 ports.
b. All ports activated through licenses.
6) SL-24 Tape library
a. The SL-24 tape library has one 4gb drive.
b. It has 24 slots, 12 each on the left and right magazine.
c. LTO-4 cartridges have been supplied to be used for the backup
7) SUN V240
2CPU 8GB RAM
8) SUN V480
2CPU 4GB RAM
9) SUN 3510
Disaster Recovery (DR) SERVER DETAILS
Server Purpose CPU Memory GB
SUN V240 HTTP Proxy 2 4
SUN V490 Standby DB 2 16
SUN V240 Standby AS 2 8
EMC CLARiiON CX4-300 DR storage
SL-24 Tape library
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Architecture diagram:
Database
Oracle 11G
Application Server
Weblogic suite 11 G
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ANNEXURE II
BPCL Current Loyalty Program
Purpose of the Document
The purpose of this document is to describe the Current Loyalty application, other associated
applications and its processes in brief,. This has been prepared based current functional/business
activities.
Abbreviations and Definitions
This section will explain some of the terms and abbreviations used in this document so as to facilitate
the reader in comprehending the terminology used in the document.
Sr. No Abbreviation Description
1 BPCL Bharat Petroleum Corporation Limited
2 POST Point of Sales Terminal
3 SAM Security Access Module
4 EOD End of day
5 ROC Receipt of Count
6 CMS Central Cash Management System
7 CUG Closed User Group
8 PIN Personal Identification Number
9 PAN Personal Account Number
10 PUK PIN Unblocking Key
11 DES / 3DES Digital Encryption Standard / Triple DES
12 PSTN Public Switched Telephone Network
13 GUI Graphical User Interface
14 PCt Personalization Centre
15 CAP file Card Applet file
Host Processes
The Host is the hub of all storage, processing and entire program management. It shall be the main
powerhouse of controlling various components of the Loyalty Card program. Some of the primary
activities in the Host shall be:
Transaction Schema Management
Transaction Schema is a set of business rules applicable to a particular type of transaction. All
schemes/promotions of BPCL Petro Card Program shall be handled using the concept of
Transaction Schemas.
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For example, one Transaction Schema can be created for awarding 5% of Sale amount as
loyalty points on SALE of petrol. This schema can then be assigned to a set of POSTs.
Whenever any such POST settles with the Host, the latest Transaction Schema will be
downloaded on it. Thus all future schemes can be configured at the Host and conveniently
downloaded to the POST. Schemas can be assigned to individual POST or even to a group of
POST belonging to a particular Merchant, Region or territory.
There shall be two interfaces for schema management, one for creating / modifying a schema
and the other for allocating/de-allocating a Schema to/from a POST.
Terminal Parameters Management
Terminal parameters are changeable parameters that can be defined for a POST. The
behavior of a POST can be controlled through these parameters. For example, “Settlement
Time” is a parameter which can be set to 12 hours for one POST and 24 hours for another
POST. Based on this parameter, the POST will prompt the batch settlement after 12 or 24
hours respectively. These parameters shall be configurable at the Host and changes
downloaded to the respective POST at the time of settlement.
An interface shall be provided to edit the values of the parameters for a POST. When a POST
registers, all the parameter values specific to that POST get downloaded. In case no specific
parameters are defined for a POST, a list of default parameters defined at the Host shall be
downloaded on the POST. The parameters can be changed at any time, even after
registration. For example, if the footer message is changed for a specific duration, the changed
parameter gets downloaded to the POST at the time of settlement and the new value in the
footer is printed.
Hotlisting Management
Hotlisting is a process in which Customer Card is marked with a flag so that no further
transaction can be performed on it.(Has 2 variants-Permanent & temporary hot listing)
On the other hand, de-hotlisting is the process of removing the flag from any hotlisted card.
Whereas, the hotlist process prevents the usage of a card, de-hotlisting enables the Customer
to use the disabled card again.
Hotlisting of cards can be done for:
User Cards
SAM Cards
Following is the process for User Card hotlisting:
Customer calls up the Issuer and makes a request for card hotlisting.
The request is entered into the System through GUI.
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At the end of the day, when Merchant connects to the Host for settlement, all the
new hotlisted cards are downloaded and saved in the hot list file at the Point Of Sale
terminal.
In case, card is hotlisted and then dehotlisted before being sent, the hotlist will not
be sent.
During settlement, first hotlisted cards are downloaded, then de-hotlisted cards are
downloaded and only then the transactions are transferred from POS to host.
If any hot listed card comes to the terminal for transaction, it checks if the card id is
present in the hot list file. If the hot list type is Temporary, the terminal simply
declines the transaction. If on the other hand the card is hot listed permanently, the
card is physically blocked by the terminal so that it cannot be activated again.
User Card Hotlisting
The Hotlist on the POS terminal will be maintained for last 90 days (number of days is configurable by
the system administrator). The advantage of maintaining only 3 months hotlisted data is to reduce the
size of the Hotlist file on the POS to minimum. It will provide more space on POS for transaction
storage. It will also help in time reduction when a POS is registered for the first time (quick hotlist
loading on POS as the size is restricted to only 3 months). Whenever, a Customer visits the Merchant
outlet to use the card and the Hotlist data for the card is available on the POS, the Hotlist flag on the
card will be marked. At the end of the day, POS will send the transaction to Host – informing that the
card has been marked (hotlist flag on card) as hotlisted, Host will subsequently send the request for
deletion of the card from POS (all POS terminals) hotlist file. This will also help to reduce the size of
the hotlist file on the POS terminals. Customer will not be able to use the card unless it is de-hotlisted
through a request on host.
SAM Card Hotlisting
SAM can be hotlisted under following circumstances:
The Merchant reports the host of the stolen or damaged SAM card.
Merchant gets unregistered from the scheme, and then SAM Issued to the Merchant for
some specific period is marked as hotlisted.
Note: Issuer may mark any SAM as hotlisted as it deems fit. This can be done if some foul play is
suspected and Issuer wants to stall the usage of SAM for the time being.
When any terminal with hotlisted SAM connects to Host for settlement and the SAM id is downloaded
as hot listed SAM, the terminal blocks the SAM When the SAM is blocked, no further transaction is
allowed in the terminal. Only the settlement is allowed so that the old transactions can be sent to
Host.
De-hotlist (Reactivation)
This process describes the De-hotlist synchronization in a smart-card system. Customer calls up
BPCL and reports that he has found his lost card. BPCL Host runs the De-hotlisting process. At EOD,
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the Terminal downloads the latest de-hotlisted entries. Following shall be the process for de-hotlisting
a card:
Customer calls up the Issuer and makes a request for card de-hotlisting.
Host records the reasons for de-hotlisting the card.
The card ID is marked as de-hotlisted at the Host end.
At the end of the day, when a Merchant connects to the Host for settlement, all new
hotlisted cards and then de-hotlisted cards are downloaded on the Point Of Sale terminal.
The terminal removes the cards entry from the hot list file.
Note:
1. If a card is hotlisted and also de-hotlisted before hot list parameter is sent to POST, the record will
not get transmitted to POST..
2. Only the Temporary hot listed cards can be de-hotlisted.
Services Management
Services include items and other services provided to the Customers at the retail outlets. Items are
the products being sold at BPCL retail outlets like petrol, diesel, lubes etc. And other services are
Reload, Enrolment, Complaint, Fund transfer etc. Services can be allowed or disallowed to/from a
POST. An interface shall be provided through which Services can be added/modified and can be
allowed or disallowed to a POST. This change shall be done at the Host and the information is
downloaded to the concerned POST on settling.
Profile Management
Interface shall be provided to maintain (add/modify) details of various entities involved in the program.
These entities shall be:
Customer
There shall be an interface by which a Customer profile can be added or modified in the system. The
profile captures information like mailing address, corporate information, number of cards etc. The
Card Member information is stored in the database and can be altered using this interface.
Corporate
Corporates are the Customers who own or manage a fleet of vehicles. There can be sub transporters
under a Corporate who manage the vehicles owned by a Corporate. There shall be an interface
enabling the operator to add sub transporters for a Corporate Customer, to add the number of
vehicles, to provide limits on the fleet (user) cards and to generate reports on the usage of fleet (user)
cards, to issue duplicate cards in case of loss or damage. Loyalty points are awarded and Customers
can redeem them later.
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Merchant / SAM
An interface shall be provided for adding or modifying Merchant profile. In the profile, Merchant’s
name, phone number, location etc is captured so that area wise reports can be generated. If a
Merchant has a SAP account, the SAP ID is also captured in his profile. After creation of Merchant,
SAMs can be created under his profile. SAM can be grouped in different categories like Admin, City,
Highway etc. A SAM can be issued physically only after its profile is created in the Host.
Administrator
An administrator’s role shall be given special privileges to carry out the following tasks:
Hotlist Management
Upcoming Customer luring schemes
Promotional schemes
Fleet Schemes for Corporate Customers
User Management
Add missing transactions
Coupon printing
Recharging fleet limits
Note: Administrators can be created through the Server’s Management Console.
Cards and Card Limits
When a Card Member profile is created, User Cards can be added for that Card Member. An
interface shall be provided to add new User Cards and maintain their profile containing Card name,
Vehicle Registration number, Cash/Credit option etc.
Petrocards (Cards for individual Customers) do not have any limits. Card limits can be only for Fleet
Cards. An interface is provided for defining various limits/parameters a Fleet Card.
These limits are written on the Fleet Card during its personalization.
Four types of limits can be defined for FleetCard:
Unlimited
Unlimited means there is no limits. One can have a Fleet Card for any amount for any or all of
the products or services.
Umbrella Limit
Under this kind of limit, one amount is specified and the Customer can use all or any one of the
BPCL services for this kind of amount. For example, the Customer can buy Petrol for Rs.5000
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and buy lubricant for Rs.3000 and can spend rest Rs.2000 on some other BPCL product or
service.
Item-wise Limit
This limit has been defined so that a card can use a certain amount for a specific product only.
Allowed Services
Allowed services are the list of services specified by the Fleet Card owner for a Card. This
restricts the cardholders to purchase of these selected services only, with that Card.
Regions/ Business Areas
BPCL has 4 major business areas. Every business area contains multiple territories. When a
Merchant is created, a business area and territory code is selected for him. On the basis of this
information, reports can be generated to retrieve data on Sale or Reload of cards.
Manual Batch Creation
This interface shall be provided to manually create a batch or enter transactions in the Host database.
Customer Database Management
Entities
Accounts
Account is a generic term which is used to refer to any entity that performs transactions in the
Petrocard system. Account can be of following types:
Customer/Corporate
An entity that gets enrolled to the Petrocard program for availing Petrocard or Fleet card is
called a Customer. In case of Petrocard, a Customer is an individual while in case of Fleet card
it is a Corporate e.g. an owner of a fleet of trucks, taxis etc.
Subtransporter
Subtransporter is basically small corporate who works under an existing Corporate in the
system. So a Corporate can have one or many Subtransporter under him
Vehicle
A Corporate or Subtransporter has multiple vehicles under him. Each vehicle is considered to
be one account in the system. For each vehicle, a card is issued.
Merchant
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A Merchant is an entity, which is responsible for making the Petro/ Fleet Card transactions for
BPCL Customers - using the Terminal.
SAM Card
The Security Access Module (SAM) Card is a security card for POST. It contains the issuer
keys and the Merchant profile. It is present inside the POST and is used to authenticate User
Cards as well as store and process transactions.
Petro Card/ Fleet Card
Petrocard is a smart card, using which one can do cashless transactions for purchasing
fuel/lubricants/In & Out items etc. at BPCL Retail outlets. Petrocard is essentially a pre-paid
card and is meant for individuals who want to avail convenience of prepayment. The user has
to load money on this card before it can be used for making purchases at BPCL retail outlets. It
is also being referred to as User Card - in this document. Fleet cards can have credit option or
central Cash (CMS) option in addition to the normal prepaid facility.
Schemes
A scheme is a reward that is given to a Petro/ Fleet Card user. Various schemes are formed for BPCL
Customers; for example, in the Loyalty scheme they are rewarded for their loyalty.
Services
A Service is an item or service that is provided to Customers at BPCL retail outlets. Items are the
products being sold at retail outlets like petrol, diesel, lubes etc. And services include Reload,
Enrolment, Complaint, Fund transfer etc.
Transaction type
The Petrocard system supports different types of transaction in POST. Each transaction type has its
own definition and business rules attached to them. At the time of installation of the system,
Transaction types are defined. Then transaction schemas are defined for each type of transaction.
When those schemas get downloaded to the POST, that type of transactions can be performed at
that POST
Currency
Currency is an entity which suggests the mode of payment for performing transactions using a Petro/
Fleet Card. There are four types of currencies defined in the system. They are Cash, Credit, Loyalty
and Cash Management System (CMS)
Hotlist
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Hotlist is a list of accounts (SAM, User cards, Customers, Corporate Customers, Fleet Vehicles)
disabled from performing any transaction. For example, if loss of a card is reported, it is hotlisted on
request on the Host. When such a card is presented at any POST, it will be marked as Blocked. Upon
getting blocked the card cannot be used on any POST. Hotlist is of temporary and permanent nature.
Terminal Parameters
Terminal parameters are list of parameters that control the behavior of a POST. These parameters
are configurable at the Host and then downloaded to the POST during Registration or Batch
Settlement. Downloadable Terminal Parameters provide a powerful mechanism to remotely control
the behavior of a POST from the Host.
Transaction Processing
Different types of transactions that are supported by the system Transactions are done and stored
offline at the Terminal and are sent to the Server in batches. Each transaction at the Terminal is
identified by its Receipt of Count (ROC), which starts from 1 for a batch. Terminals are allowed to
perform transactions offline until they exceed the defined limit of maximum transactions, maximum
amount or maximum time. On reaching the maximum limit, the Terminal sends the details of all
transactions to the host. This process is known as Settlement.
Settlement
To begin with, the Terminal sends its identity (Terminal No) and the Batch No. to the Host. Host
verifies with the database if this Terminal is trying to settle the Batch for the first time or it had tried
earlier and terminated abnormally. If no previous entry is found, the host stores this information in the
Settlements table and sends “Terminal 0 (zero)” as response. Each row of this table corresponds to
one settlement from Terminal identified by a unique settlement ID. On the contrary, if the entry for this
batch is already found in the database, the Host returns the information on the last transaction that it
had received.
Once the Terminal and Batch identification is over, the Terminal sends the transaction data for that
batch one by one. If the Terminal tries to settle the batch for the first time, it receives ‘0’ from Host
and therefore starts sending transactions beginning from ‘1’. And if it had already sent transactions till
ROC = x in the previous attempt, it sends all transactions starting from x+1 in the current batch.
Transaction data received at the Host is in a predefined XML format. The Host verifies if the
transaction data is complete and satisfies the predefined format. If it is found in an invalid format,
Host rejects the transaction and prompts the Terminal to send the data again. Else, the transaction
data is stored in the Raw Transactions table and a response code is sent to the terminal. Thus, the
Host receives and verifies all the transactions for the batch. Once all the transactions are sent to the
Host, the Terminal finally sends the summary of the batch. On receiving the summary, Host verifies
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all the transactions of the batch against it. If the transactions match with the summary, the batch is
marked complete and it’s processing starts. But in case of a mismatch, the Host rejects the whole
batch and asks the Terminal to resend the missing transactions (only). For a mismatch in the amount,
all the transactions for the batch are requested again. These exceptional cases are taken care of
automatically without manual intervention.
When a batch is marked complete, each transaction of the batch is processed based on its type. In
the first step, all the relevant data of a transaction is extracted from XML, validated and stored in a
table. In the next step, amount is calculated for different entities and their ledger is updated in the
LEDGER table. A ledger is maintained for all the accounts and is updated instantaneously.
For special type of transactions, the data processing will be as follows:
Sale
When a sale transaction is processed, the transaction amount is debited from the ledger balance and
the real balance sent by the Terminal is used to update the Real balance in the Ledger. Sale
transactions can be of three types:
1. Offline Sale
2. Online Sale
3. CMS Online Sale
Offline Sale Transactions
In case of Offline sale transactions, all the transaction details are loaded at the Host end at the time of
Settlement. No extra processing is required for these types of transactions.
Online Sale Transactions
For these kinds of transactions, all the transaction details are loaded at the Host at the time of
transaction and at the time of Settlement. Both the details are matched and if they do not match, the
details at the transaction time are replaced by the latest details loaded at the Settlement time. The
ledger is updated only after the Settlement. The transaction amount is debited form the Card balance
in the ledger.
CMS Online Sale Transactions
This is a special sale transaction, in which, transaction amount is debited from the Fleet Owner’s
account and not Card account. Therefore this transaction needs to be processed immediately.
Whenever the transaction is done, it comes to the Host, gets processed and ledger is updated.
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Owner’s account is debited by the transaction amount. Same transaction details also come at the
time of settlement and if a mismatch occurs, earlier processing is undone i.e. the owner’s account is
credited by the transaction amount and the transaction detail is replaced by new transaction details.
Hence, new details are processed.
Petro Enrollment
Petro enrollment refers to applying for a Petro Card by filling out an application form at a BPCL outlet.
Fleet Enrollment
Fleet Enrollment refers to applying for a Corporate Card where a Corporate Customer fills out the
Number of vehicles he/she has and the number of people who will be using these Fleet cards.
Inventory
Inventory refers to the inventory of gifts, which are a part of various schemes. For example, a scheme
can enable a Customer to be entitled to a gift of 10 parker pens on buying a product during the
specified period.
Complaint
Terminals provided at the BPCL outlets also have a feature of filing a complaint if a Customer is not
happy with a Merchant. Predefined complaints can be lodged from the Terminal, which are forwarded
to the Host and an action can be taken on them.
Loyalty Award
From time to time, BPCL would award his Customers for their loyalty. These awards are given in the
form of loyalty points which can be redeemed later. Every time a Customer makes a transaction using
the Petro/Fleet Card, ledger table is updated with the loyalty points awarded.
Loyalty Redeem
When a Customer requests for loyalty redemption against an Item ID, the Inventory table gets
updated at the Host end. Ledger table in the database is also updated.
CMS Recharge
When a fleet card owner or a corporate Customer puts money in his account it is called CMS
Recharge. It is an online transaction. For this type of transaction, ledger is not updated. Ledger is
updated only at the time of settlement. If ledger details for a transaction do not match with the details
arrived at the time of settlement, these details are overwritten with the latest settlement details.
Tracking
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Tracking of vehicle is done depending upon the usage of cards at various locations. When a
transporter makes a transaction using the Fleet card at a certain location, the details are sent to the
Host informing of the location of the transporter. These details are updated in the database.
Void
If any wrong entry is made while performing a transaction, it is cancelled and considered void. When
a void transaction comes, all the earlier transactions roll back. So both the transactions would not
appear in the report.
Utilities
Not implemented yet
Reload
When a Reload transaction is processed, the transaction amount is credited in the ledger balance
and the real balance sent by the Terminal is used to update the Real balance in the Ledger. Reload
transactions can be of three types:
Offline Reload
Online Reload
CMS Online Reload
Offline Reload Transactions
In case of Offline reload transactions, all the transaction details are loaded at the Host end at the time
of Settlement. No extra processing is required for these types of transactions.
Online Reload Transactions
For these kinds of transactions, all the transaction details are loaded at the Host at the time of
transaction and at the time of Settlement. Both the details are matched and if they do not match, the
details at the transaction time are replaced by the latest details loaded at the Settlement time. The
ledger is updated only after the Settlement. The transaction amount is credited form the Card balance
in the ledger.
CMS Online Reload Transactions
For these types of transactions, when some amount is reloaded (or credited) on a transporter’s card,
it is debited from its parent (i.e. Fleet owner’s or Corporate Customer’s) account.
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Report Generation
The Report Server’s functionality is to generate reports from the data that has come from the
Database at the Production Server end.
Three types of reports are generated for information review:
1. Daily
2. Monthly and
3. Ad-Hoc
Daily Reports
Daily reports have been further divided into various kinds of reports:
Monthly
Monthly reports generated are of the following types:
1. Customer Statement / Vehicle Analysis
2. Corporate Statement
3. MIS Report
4. Multi-Xpec Master
Ad- Hoc Reports
In addition to the Daily and Monthly Reports there are many reports that are generated on ad hoc
demands. Few of ad hoc reports are as below:
1. Customer statement for a particular Customer for a specific period
2. Details of transactions done at a Terminal for a particular batch or for a particular day
3. Details of the batches that were deleted from the terminal manually
4. Business area wise total sale amount for a specific period
5. Business area/ territory wise total number of Customers registered for a specific period
6. Number of cards hot listed / de hot listed in a specific period of time.
BPCL Web Based Application
The Web based application provides role-based access. The people at the BPCL end, who have
been divided into various groups, interface this application. An Operator or an Administrator gets
access to a particular page to perform functions - only if their group has the permission to do so.
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Application Access
For logging on, the web application prompts for User credentials.
After validating the credentials, the Home page appears providing the access to various other
modules of the applications. These modules are accessed using the corresponding tabs:
Home (Login), Customer, Corporate, Merchant, Admin, Config, Search and Logout
The Home page also enables a User to change the password.
Configuration:
The Configuration module provides options to configure the following:
Region Master, Service Master, Transaction Scheme Manager, Transaction Schema, Parameter
Master, and Event Master
Region Master
The Region Master screen provides the functionality to add mandatory region details when this new
region starts providing BPCL services. The Region Master screen enables BPCL to add the details of
a new region (which does not exist in the database already) where it has just started providing
services.
Service Master
On the addition of new services to the existing services, BPCL uses the Service Master screens to
add those services in the database. The Service Master screen provides options to add new services
and edit the existing services.
The Add a New Service screen provides the functionality of adding all the details pertaining to a new
service in the database for Merchants use.
The Edit an Existing Service screen provides the functionality of editing the existing Service details.
The operator can select the service name and edit the corresponding details.
Transaction Scheme Manager
This page provides the options to configure Transaction Schemas by accounts as well as by setting
criteria. The Transaction schemes could be sale of Petrol, Diesel, Various kinds of enrolments,
Reward schemes and so on.
Transaction Scheme Manager -> Configure by Account
This page provides options to choose a scheme name and specify the Account ID to configure it for.
For example, it could be for a Merchant, Customer or a Corporate Customer.
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Transaction Scheme Manager -> Configure by Criteria
This page provides options to configure criteria by selecting SAM Category and Merchant specific
details.
Transaction Schema
This page provides options to define new schemas and edit the existing ones.
Transaction Schema -> Define a New Transaction Schema
This page enables to define a new Transaction Schema. The new Transaction schema is defined by
selecting a Transaction type and specifying the Implementation and Expiry dates. This page leads to
another page to configure Services and Currencies for the new Schema.
Transaction-> Configure Services and Currencies
This page enables to select the Service details and currency details for the new schema. The Service
details entails selecting which kind of services are provided for the selected transaction type.
Note: Currency details refer to the payment modes for the services availed.
Transaction Schema-> Configure Limits
This page provides options to configure the minimum and maximum limits for the new Transaction.
Transaction Schema -> Configure Follow Up Transactions
This page enables to configure follow up transactions for new Schema. Currently, Follow Up
transactions are of two types: Customer Bonus and Merchant Share. The option to select the
payment mode for these transactions is also configured on this page.
Three other options provide by this page are:
1. Add/Edit Slabs
For any Follow Up transaction, slabs can be added or edited. A slab has the following features:
1. Min Amount: The min amount of slab.
2. Max Amount: The max amount of slab.
3. Constant Amt: The Constant amount for follow-up transaction.
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4. Factor Amount*: The percentage amount of main transaction amount.
If the main transaction amount falls within this slab then the follow-up amount is calculated
accordingly. Maximum of 5 slabs can be added to a follow-up.
2. Add/Edit Events
Events can also be attached to a follow-up. If the main transaction falls within the specified Event
period then the corresponding points defined are added to the follow-up amount. Max of 5 events can
be added to a follow-up.
3. Hot time zones
Hot time zones are also defined for follow-ups. If the main transaction falls within the specified time
zone then the corresponding amount attached is added to the follow up amount. Hot Time Zones has
the following features:
Month of year: Month for the hot-time – it can be defined for all the months
Day of Week: Any day of the week
Date of Month: Any date or every day of the month
Start Time: Start time of the Hot-time
End Time: End time of the Hot-time
If the main transaction falls within the defined Hot-time then the follow-up amount is calculated
according to following property of Hot-time:
Constant Amt: The Constant amount for follow-up transaction.
Factor Amount*: The percentage amount of main transaction amount
Maximum of 5 hot-time zones can be added to a follow up transaction
Choose Parameter
This page provides the options to select parameters and update them.
Event Master
This page provides options to add and edit events.
Event Master -> Add a New Event
This page prompts to enter a name for the new event and the period till which it will be valid. Some
bonus points are associated with it, which can be availed by the Customers during the specified time
period.
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Event Master-> Edit Existing Events
This page enables the users to edit the details of an existing event.
Admin
The Admin tab provides options to be accessed only by the Administrator.
The Administrator manages the following:
Hot list Management, Customer Scheme, Promotional Scheme, Fleet Scheme, Feel Limits Recharge,
Coupon Print, and Add Missing Transactions
Hot List Management
The Hot List Management page provides links for hot listing an account and editing existing hot list
accounts.
Hotlist Management -> Hotlist Account
Hot listing an account requires inputting mandatory information pertaining to the account. A success
message notifies of the hotlisting of the account.
Hotlist Management -> Edit existing Hotlist Account
Account ID is entered and a query is performed to validate the details. The results are displayed to
enable the editing of the hot listed account.
Customer Scheme
The page enables the administrator to create a new scheme.
Promotional Scheme
Promotional schemes are formulated to lure more Customers into purchasing BPCL products.
Fleet Scheme
This page provides an option to formulate fleet schemes. A valid Scheme No. and Scheme Name are
entered to develop the new scheme. A success message notifies of the formulation of the new
scheme.
Fleet Limit Recharge
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The fleet limit for a Corporate Customer can be recharged using this option. Entering a valid
Corporate ID (FO01000000010) having the Credit facility with the specified limit displays a success
message notifying that the transaction has been done.
Coupon Print
This page provides options to print coupons for a range of Card IDs or print directly from an uploaded
file.
Coupon Print -> Print from Uploaded File
File format not known yet
Print for Range
Entering a valid range of Card ID’s that is active and clicking on Print button displays a file download
dialog box for saving the loyalty points for the range of card specified here.
Add Missing Transactions
This page provides an option to add a missing transaction from the Batch Summary. The SAM Card
ID, Batch ID and ROC No is the mandatory information that must be specified.
Merchant
The Merchant tab provides various options to manage the Merchant details. The options are:
Merchant Profile, SAM Card Status, Issue SAM Card, SAM Card Approval, SAM Label Print,
Transaction History, Merchant Collection, Terminal Parameters, Manual Batch Delete and
Charge-Sheet Entry.
Merchant Profile
The Merchant Profile page provides links to add, edit and view Merchant details:
Merchant Profile-> Add a New Merchant
On entering all the mandatory details on this page saving them displays a success message screen
with a new Merchant Id (ME0000006001).
Merchant Profile -> Edit Merchant
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This page enables you to perform a search for a Merchant by specifying the Merchant ID. After
verifying the ID, corresponding details are displayed.
Merchant Profile -> View
Searching for a Merchant ID displays the pertaining details to view.
SAM Card Status
To find out the SAM Card Status for a Merchant requires Merchant’s ID. On performing a search for
the Merchant ID, all the SAM IDs for this Merchant are displayed. The user can select the SAM Card
ID to view the SAM Card details. The SAM card details can be edited and updated followed by a
success message.
Issue SAM card
The Issue SAM Card page prompts to enter a Merchant ID. A search is performed for the Merchant
ID and after verifying the details of the Merchant a success message is displayed with a SAM ID.
SAM Card Approval
This page provides options to enter the Operator’s name and the time period during which he/she
would have issued the cards. The Cards displayed are approved.
SAM Label Print
This page enables the Operators to specify a date to check on which SAM Cards were issued on this
date.
Transaction History
This page provides options to view the transaction History of a Merchant whose Merchant ID or SAM
ID has been provided. To narrow down the search, a time period can also be specified.
Merchant Collection
This page enables the Users to download a file which contains the collection details from a Merchant.
Terminal Parameters
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The Terminal Parameters page prompts for a valid Merchant ID and SAM Account No. After
validating the same, the Terminal Parameters page is displayed. This page enables the Users to
enter or update the Terminal parameters.
Corporate
The Corporate tab provides options to mage details of all the corporate Customers and their
vehicles. This tab displays a page providing the following options:
Corporate Profile, Add Sub Transporter, Corporate Vehicles, Fleet Card Vehicles, Fleet Card Report,
Loyalty Redeem and Loyalty Award.
Corporate Profile
The Corporate Profile page provides links to select among adding, editing or viewing Corporate
Customer details.
Corporate Profile -> Add a new Corporate
This page prompts to input mandatory information specific to the Fleet Operators (Corporate
Customers). Adding the details displays a success message screen with a Fleet Operator ID
(FO01000000020) generated by the system. The Fleet Operator ID generated is used for editing and
viewing Fleet Operator (Corporate Customers) records and performing all other operations specific to
Fleet Operators.
Corporate Profile -> Edit existing Corporate Profile
Based on the valid information (Corporate Id and Company Name) entered on this page, the search
is performed on the Fleet Operators and the Corporate Profile details the specific Corporate ID are
displayed to edit.
Corporate Profile -> View existing Corporate Profile
This page prompts for mandatory information specific to a Corporate Customer and after validating
the input displays the results to view.
Reward Redemption Process
PetroBonus:
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1. Member redeems Petromiles for the desired reward by swiping and inputting certain
information on terminal and the transaction is online.(Reward items are pre designed and
configured on the host/EDC)
2. The data received at host in batch mode.
3. Host generates the redemption file 3 times a week.
4. Host generates another set of exception reports clearly indicating the cases of negative
Petromiles if any to enable us to drop such case from PO.
SmartFleet:
1. Member registers the redemption request through physical RRF(Reward Request Form) or
online , except for fuel redemption.
2. RFSM authorizes the RRF for redemption to be carried out by HQ. FO is to be made trusted
by RFSM in case of an online redemption for 1st time. Subsequent redemptions are automatic
as the customer initializes on Web.
On successful redemption, redeemed PM are reduced from the a/c balance. Redeemed value
of the PM is accounted on quarterly basis by Finance.
3. Host generates another set of exception reports clearly indicating the cases of negative
Petromiles if any to enable us to drop such case from PO.
4. HQ processes the redemption request in the GUI and places the PO on vendor
PART 2:
Add Sub Transporter
Entering valid mandatory details (Customer ID (Fleet Operator ID), Sub Transporter Code and
Details) and clicking on Add button displays a success message with Sub Transporter ID (Fleet
Partner ID: FP01000000020).
Corporate Vehicles
Clicking on this link displays a screen with links to Add, Edit and View corporate profiles. Entering all
the mandatory details with Parent Account Id as the Corporate ID (Fleet Operator ID) and clicking on
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Add button displays a success message with a Fleet Vehicle ID (FV0100000020). This Fleet Vehicle
ID is used to edit and view the fleet vehicle records in the system.
Corporate Vehicles -> Add Corporate Vehicle
Clicking on this link displays a screen with links to add corporate profiles.
Corporate Vehicles-> Edit existing vehicle
On entering the mandatory parameters, Corporate Vehicle ID and Parent Account ID (Corporate or
Fleet Operator ID), validation is performed and search results are displayed for editing.
Corporate Profile -> View Corporate Profile
On entering the valid parameters values for Corporate Vehicle ID and Parent Account ID (Corporate
or Fleet Operator ID), verifications is performed and search results are displayed for viewing.
Fleet Card Values
The Fleet Card Values page prompts for Fleet Vehicle Account ID. A search is performed on this
Fleet Vehicle Account ID and a page to assign limits to this vehicle is displayed. The user of the Fleet
Vehicle is assigned various kinds of usage limits. The user can have an unlimited usage of the items
selected from list or can have limits defined for the selected items. Some users can be assigned
Umbrella limit, which is a global limit and can be availed on all the selected items.
Fleet Card Report
The page enables to enter a valid range of Corporate ID’s and to generate a report. The report can be
saved in the desired location.
Loyalty Redeem
Entering a valid Corporate ID and clicking on Get Loyalty points button shows the Loyalty points to be
redeemed for this ID. The owner can redeem the points by writing directly to BPCL and BPCL informs
them of what all items they can have as gifts.
Loyalty Award
If BPCL wants to reward some Fleet Owner for some reasons, they bestow them with a gift or some
points.
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Customer
The Customer module enables to manage Petro card Customer details. The Customer tab displays a
page with the following options:
Customer Profile, Customer Approval, Duplicate Card, Transaction History, Card Print, Edit Check
Print and Customer Offline Entry
Customer Profile
This page provides links to Add, Edit and View a Customer’s profile.
Customer Profile -> Add a new Customer Profile
Clicking this link displays a page with various input fields and buttons to save the details. When the
user tries to save the details, a confirmation message is displayed prompting the user to commit the
details if he/she wants to save them. On the successful creation of a Customer’s account, a message
is displayed with the new Customer ID. This Customer ID is a unique identifier for a Customer; and is
used for editing and viewing Customer details.
Customer Profile -> Edit an Existing Customer
Clicking this link displays a page with various input fields and buttons to save the details. When the
user tries to save the details, a confirmation message is displayed prompting the user to commit the
details if he/she wants to save them. On the successful creation of a Customer’s account, a message
is displayed with the new Customer ID. This Customer ID is a unique identifier for a Customer; and is
used for editing and viewing Customer details.
Customer Profile -> View Customer Profile
This page enables the users to search for a Customer by entering the mandatory details (Customer
ID and Card Name). The application verifies the details with the ones existing in the Database and
displays the pertaining details.
Customer Approval
The Customer Approval page provides search options to search for a Customer to approve. The User
can read through the details displayed and approve them. A Success message is displayed to
suggest that the selected Customer has been approved.
Duplicate Card
The Duplicate Card page also provides you options to search for a Customer by inputting the
mandatory information (Customer ID and Card Account ID).the old card is hotlisted and against the
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Customer ID duplicate card is issued. A success message is shown to notify that a Duplicate card
has been issued.
Transaction History
The Transaction History page enables to search for the transaction history of a particular Customer
by specifying the Customer ID or Card ID.
Card Print
The Card Print page enables the selection of options to write Welcome Letter or print Cards or for
Label Printing for the selected Customers.
Edit Check Print
This page enables the Operators to recheck the data entered.
Customer Offline Entry
Offline Customer Entry – Sometimes, when there are too many entries required to add new
Customers, all the entries can be made in a .txt file in a specified format. This file is later uploaded to
save all those entries in the database. All the added Customers are approved from the GUI only.
BPCL – Partner Loyalty Business Process – Magnetic Swipe Card
The magnetic swipe card application should be made for multiple partners. The partners can be
deleted added based on configuration /parameter tables. This application shall be used for the loyalty
business partner. There could be the possibility that MOU with partner may remain for limited period
and after that it may end. We should be able to remove this partner from the tables easily. The
application should be such that it should not be partner oriented. The addition and deletion of partner
should not evoke changes in the application. The application roll out is costly affair which should not
be done by change /addition/deletion of partner. The partner table should exist in terminal and
changes should be downloaded at the time of settlement.
This application should be separately with no relationship with the existing loyalty application. At the
server level also this application will have its own tables and database which will not have any
relationship with the existing loyalty database instance. As of now BPCL-PARTNER Motors is the
partner with we are starting this application.
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Terminal Application
Magnetic cards of Partner and BPCL are swiped at BPCL outlet. Transactions are to be processed
online
There will be four checks at the EDC level for the current partner BPCL-partner Motors
If first two characters are for the partners identification to be checked from configuration table
1. 1st Character identifies the Partner ( 3 for BPCL-PARTNER)
2. 2nd Character identifies the Type of program of partner ( 1 & 2 for BPCL-PARTNER)
3. Every card should satisfy the Luhn formula
4. Terminal application should also check the expiry date of the card from the current date.
5. Card hot listing checking should be done from a hot listing table.
If any of the above conditions are not met decline the transaction with message “Card Not
Authorized”
Once Cards satisfy these four checks, it will push all the transaction to Server level
At server it should check the daily limit defined for that particular card from another table for
Partner/type of program.
If daily limit is consumed the message should be shown as “Daily Limit Over- Trx Decline” and
the transaction should be declined. Similar check should also be introduced for monthly limit
checking.
The limit of no of transactions in a day (00.00 Hrs to 24.00 Hrs ) per card also to be checked from a
Config table.
If daily limit is consumed the message should be shown as “No. of Trx limit exceeds- Trx
Decline” and the transaction should be declined.
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At the BPCL level, all points gets converted into BPCL Petro Miles based on the mapping table of
product purchased value and PM calculation. The PM will be based on the product purchased by the
customer.
The exception provision is to be made to check if customer is the BPCL-Loyalty member then no PM
to be awarded. If the card is in Hotlist table no PM should be awarded. This should be checked from
the tables available.
The online data should have following data in the table.
Printing Slip
Each transaction should trigger printing of the slip mentioning
Merchant name/ Terminal ID/Batch No/ROC no
Name of product / Amount Purchased
Incorporate date and time stamp which is from host.
Print sipe count for the day, mentioned on the charge slip.
Version No of Software
Configurable Message from server: Thanks for Fuelling At BPCL Retail Outlet
Settlement
The batch should be settled with following condition parameterized in a table. The settlement should
be auto for following parameter.
If transactions have reached the count 75*
If the time gap between last transaction and current time is more than12 Hrs or 24 hrs depending on
the terminal limit as Rs. 75 K or 150K respectively.
The settlement should also pass the parameter of changes in partner table on the terminal. In case
any partner is added or deleted the same information should flow to terminal.
The settlement and transaction should be supported by all modes of communication e.g.
RAS/SNC/NAC/VSAT/INTERNET
‘*’ from Config table.
There should be one settlement for all the transactions on that terminal.
Recreation of data
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Since data will come online, in case there is crash on terminal side data should be created from the
online data on server. There should be facility to recreate data from the server and post.
Void
There should be facility available to void a transaction as per the best practice.
Performance
The time of transaction should not exceed 15 seconds from command to end.
The settlement should not take more than 5 minutes from command to end.
Technical
The Java code on the server should J2e 1.5 compatible with Weblogic 11G and Oracle 10g also
which will be phased out soon. The database will be Oracle 11g.
Care has to be taken for any incomplete transaction. In case of any failure from terminal to server link
the transaction should be taken only complete. Incomplete transactions have to be rejected with
proper message to the customer. The software should have this intelligent built. The charge slip
should not be printed in case of incomplete transactions.
The table structure and database design can be made by bidder to the best of their expertise in
consideration with BPCL. The files which will come from partner and update will be following
a) Every third day the daily settlement data of Petromiles awarded and owner card no
update.(B2B)
b) Quarterly data of redemption by the customers out of BPCL Petromiles earned.(B2B)
The proposed B2B will be developed by BPCL after bidder decides the table structure and database
design.
Back End Activity – At BPCL
The transaction data of all the accumulations done every day will be sent to Partner in flat file by B2B
interface.
The partner will send back the file with ACTUAL PM rewarded based on the profile of customer and
their card hot listing status. The change in PM rewarded will have the remark column reason of
change. The BPCL shall pay to BPCL-partner on the actual redemption of PM by BPCL-PARTNER,
this settlement at present is decided to be done on Quarterly basis, the redemption file will come
quarterly from partner and the same will be updated in BPCL server database. There will be proper
checks on the file transfer, the file sent and received will be tracked, checked for validity in the B2B
interface.
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The information transactions which are not qualified is sent back to BPCL in as status file for the
same flat file. There is addition of field in the reverse file with the reason of rejection. In the reverse
file owner card number will also come from the partner, which will enable us to get accumulation at
owner card level.
Accumulation of points done through different products of BPCL will be get calculated by logic which
is maintained with BPCL. BPCL will just upload the transaction as per the data provided for the
products for the Points accumulated
By using BPCL-partner Delight cards (chassis) BPCL-PARTNER Delight members would be eligible
to earn point for all products available at BPCL outlet like Diesel, Lubes, and CNG etc.
Petro miles will be different for different products but value of Petro miles remain constant
BPCL-PARTNER Delight members should be allowed to earn points on IN and OUT stores
It was proposed by BPCL that both IT and business process should be designed to prevent misuse of
card. Following steps were discussed and suggested,
Daily and Monthly consumption caps depending on vehicle type for diesel
No. of transactions allowed in a day
Unique logic at EDC level to reject card transactions
The details of same would be documented in process document, MOU and T&C.
BPCL-PARTNER should debar a customer from earning the Petromiles, if the customer is a member
in SmartFleet. BPCL will confirm the activity level of such customers upon receipt of such information
from BPCL-PARTNER.
BPCL-PARTNER would share its entire key accounts data with BPCL.
BPCL/BPCL-PARTNER will identify common members and provide their membership details for
BPCL-PARTNER to maintain in Siebel system to avoid duplication of points
BPCL will push all transaction data to BPCL-PARTNER including those having BPCL points but
members with BPCL Fleet card will be flagged and their Petro miles will be update as zero BPCL-
partner points.( if a SmartFleet member does not use the fleet card and uses the BPCL-partner card,
then the customer should be given the benefits of BPCL points on BPCL-partner card)
BPCL program members would not be allowed to earn points on Delight/Emperor membership (As
explained above)
BPCL team to convey on the vendor code they would like to use with BPCL-PARTNER for all
financial transactions
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Back End Activity- At BPCL-PARTNER
BPCL-PARTNER has a process set to capture BPCL membership on its enrollments form.
Necessary developments in CRM would ensure points earned are not duplicated
The petro miles will show as a reference in Siebel for handling member queries if any.
BPCL-PARTNER would share data of its loyalty members performing exceptionally well on BPCL
front with BPCL for them to offer members their program.(Need more clarification)
Data would be shared in a predefined format which would be shared by BPCL team. The same would
have field like Terminal ID, Terminal location, date, time, product etc.
BPCL-PARTNER CRM team to propose a template on details they would require or confirm once the
format shared by BPCL
The data would be shared daily basis at a predefined time
Format of the File will be text and as of now it is decided that file will be push through FTP access
The updated file after changed data will be pushed back to BPCL. BPCL will simply replace existing
records
If Card Number changed in case of renewal or loss of cards, it has no impact at BPCL end, but
BPCL-partner has to merge the transaction happened with the old card number at BPCL end with the
new card number allotted.
BPCL would share all points earned by members in form of petro miles.
The BPCL-PARTNER IT team would have to convert the same to BPCL-PARTNER points basis the
conversion factor that will be provided by BPCL as per MOU
The realization of liability will only happen against actual redemptions
The reconciliation of accounts will be done by the team either on a monthly or quarterly basis
BPCL petro miles would lapse with the same frequency as BPCL-PARTNER points i.e. 2 years (e.g.
the points earned in FY 13 will laps on 01/04/2014, with 3 months grace period)
BPCL-PARTNER to confirm to BPCL on vendor code they would like to use with BPCL for all
financial transactions
All customer issues will be dealt with by BPCL-PARTNER motors being their program and members
and the process and T&C should contain the same explicitly
Process
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Card Issuance / Operations
The card will be issued by BPCL-PARTNER motors the design of the card shall be decided by mutual
consent of BPCL/BPCL-PARTNER Motors as per MOU. The card layout and any changes in the card
layout, if any, have to be incorporated by BPCL-PARTNER so that card can be recognized as
BPCL/BPCL-PARTNER with complete security. Card should have compulsorily pin which will enable
the secured usage of the card In case Pin is blocked by entering more than 3 times wrong pin , the
call centre of BPCL-PARTNER has to be contacted for new pin. All card related issues will be
resolved by BPCL-PARTNER through their card operations and call centre like card hotlisting,
replacement of card, issuance or any other issue with card. The helpline is also provided by BPCL-
PARTNER motors to the customers.
Loyalty execution of BPCL/BPCL-PARTNER
BPCL will develop the terminal and host application to accept the card on the loyalty terminal as a
separate application . The card issued by BPCL-PARTNER has to be swiped at loyalty terminals
when customer comes to BPCL retail outlet to purchase fuel or their products. The fuel to be
activated on the card will be configurable . The card swiped will have following features.
Card has to be authenticated at the terminals in BPCL retail outlet.
Customer will get only loyalty points based on the product purchased.
This will be a pure loyalty program, no financial transaction of money.
The transaction will be online, there will not be any offline transaction.
There will be limit on award of points for the amount of fuel purchased daily/monthly (this was not
discussed earlier)
Apart from the daily monthly limit it will have an umbrella limit on the amount.
The new application of terminal & host will be separate and will not have any linkage with the current
loyalty program
The data of transaction like terminal id/batch id, amount, date/time of transaction, Merchant code,
loyalty points awarded ETC will get stored on the BPCL server.
The data shall be sent to BPCL-PARTNER on regular interval thru B2B interface scheduled in cron.
IF the data is not going in any of the exchange then it should go in the next exchange and so on.
The data shall be again authenticated at BPCL-PARTNER server using the profile data where final
points will be arrived based on profile data like card is hotlisted or not , the settlement data shall be
generated by BPCL-PARTNER at their end after data validation and send the invoice to BPCL
supported by the data.
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The points rewarded at POS (No display of the points at POS) and points rewarded by Jv partner will
be returned and stored in DB.
The card hotlist/de-hotlist data shall be sent to BPCL in the B2B communication for use at anytime
At BPCL host customer profile data will not be maintained( It is better, if BPCL-PARTNER is sharing
the profile data and maintained at our end for next EIGHT years, which will enable us to target these
customers, if they are no more a member in BPCL-PARTNER programme) .
There should be option on card to void any transaction fully.
Server Level
The transactions should confirm to ISO standard and EMV certified.
The database for this application has to be maintained separately with no linkage to current loyalty
tables
Each transaction should confirm the data authenticity at the server.
Some mechanism should be built to decline the transaction at terminal in case data on server is not
proper.
The JV partner master should be maintained at server in configurable mode so that later any partner
addition should be a just configurable job.
Every hour (frequency shall be decided later) the transaction should be accumulated and sent to JV
partner server thru B2B interface
A confirmation from the JV partner server should come that the data is reached accurately
This exchange can happen as many as 24 times in a day.
Proper tracking to be kept for the data sent to avoid duplication of data.
Every day basis a report need to be generated on the
BPCL-PARTNER need to provide the redemption file with card and the parent ID to verify the same at
our end.
The logic for aging of the Petromiles should be built up along with the issuance to enable us to inform
BPCL-PARTNER about lapsing of the same.
Date/ Rewarded point/ Rewards as per JV Partner / Difference/
Few more reports as per user requirement….
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Card Personalisation
BPCL application is a suite of applications interacting with each other facilitating a
transaction process.
Card Issuance
The Card Issuance application involves issuance of Master Card, SAM Card, User Card,
Unblocking, Fund Transfer and Refund. The Card Issuance application issues various
cards ( Magnetic / Smartchip card) for the terminal as well as for the users after
authenticating them. Card authentication involves authenticating various keys which are
matched against some parameters in the application. Key Management system has to be
specifically implemented for the security reasons required for the application success in
line with available highest security standard.
Key Management System
Key management is required for the following:
1. At the time of issuing new cards for security purpose
2. At the time of validating a card
The Key Management system necessitates that the keys be provided through a secure
Master Card. The security implementation on java Master Card is done as per the highest
available security standard with the approval of BPCL authority. The security features
implemented on the Master card include:
1. PIN Verification: It prompts the user to input the right PIN for authentication
2. Expiry: The expiry of the Master card on the specified date terminates the usage of
Master card
3. Usage Counter: This counter limits the total number of User or Terminal cards that
can be issued using any Master card.
Note: The PIN, Expiry Date and the Usage Counter on the Master card can be changed
using an Admin Master Key in presence of cross function team authorizing the activity.
When the Usage Counter expires on the Master card, Admin key is used to change the
Counter.
Security Features:
1. User cards are protected with a PIN which is mandatory to perform any transaction.
The PIN can be changed at any time as requested by the card holder
2. SAM (Terminal) cards are again protected by PIN which can be changed as desired
by the card holder
3. All the keys are stored on the cards to provide maximum security to the card to avoid
fraud . These Card Keys cannot be read/ tampered or deleted by an external entity.
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4. All important keys should be stored at loyalty server, with a adequate security to
ensure that none of the external/unauthorized entity could read /tamper or delete the
info.
5. Injection of required keys shall be done on any card only through the loyalty server.
6. All the security keys are used during Authentication, Validation while performing a
transaction on the card.
7. A comprehensive secured log has to be maintained for audit/investigation and
analysis purpose. These logs should have access restriction, cannot be read/
tampered with or deleted by an external/unauthorized entity.
Issuance of Master Card
BPCL Master Keys, SAM card applet and KMCs, ZMKs keys are stored on the Master
card. These keys are used while personalizing a User card or SAM card. The keys from the
Master card are read in a secure way and injected on to the User/SAM card.
MasterCardPerso
This application enables the creation and personalization of the Master card. It is a
standalone PC application which interacts with the Card Reader and card. Since Master
card is a java card, a customized java card applet (cap file) is required to load on to the
Master card. This Master card applet is loaded first on the Master card followed by all other
keys.
Perso application allows the card issuer to perform several card specific operations. The
master card / SAM card / user card has to be initiated through central server, with trace,
risk analysis and proactive risk mitigation module. The integration between perso
application and central server for extraction of card data and keys shall be done through
secured web services. The server shall maintain a list of whitlisting IP address from which
perso application can be invoked for better control and security apart from the centralized
role based authentication.
Issuance of SAM Card
SAM card (Terminal card) is a security module card for terminal. The SAM card is a java
card placed inside the Terminal. SAM card contains a SAM card applet, security keys, and
other SAM card specific information. The SAM card should hold the required keys for
authenticating user cards. The SAM card should be personalized with expiry date .
Issuance of User Card
The Card Issuance application provides a GUI for issuance and personalization of the
cards. The application fetches the information from the backend, initializes the card and
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writes the customer specific information on it and finally updates the account status and
other information at the backend.
Important Features of the CARD PERSO GUI:
1. Read
This option enables the Card Issuer to read the data on the physical card and display
the common basic information from card to screen.
2. Fleet Items Reallocation
Fleet operators are allowed to change their fleet vehicles limits. Once the limits are
decided they are updated at the backend. The Fleet Items Reallocation option in the
application enables the Card Issuer to reallocate the new limits to the vehicle card. In
this case, the old limits from the card are erased. (This option is valid only for fleet card.)
Card Personalisation
BPCL application is a suite of applications interacting with each other facilitating a
transaction process.
Card Issuance
The Card Issuance application involves issuance of Master Card, SAM Card, User Card,
Unblocking, Fund Transfer and Refund. The Card Issuance application issues various
cards (Magnetic strip / Smartchip card) for the terminal as well as for the users after
authenticating them. Card authentication involves authenticating various keys which are
matched against some parameters in the application. Key Management system has to be
specifically implemented for the security reasons required for the application success in line
with available highest security standard.
Key Management System
Key management is required for the following:
1. At the time of issuing new cards for security purpose
2. At the time of validating a card
The Key Management system necessitates that the keys be provided through a secure
Master Card. The security implementation on java Master Card is done as per the highest
available security standard with the approval of BPCL authority. The security features
implemented on the Master card include:
1. PIN Verification: It prompts the user to input the right PIN for authentication
2. Expiry: The expiry of the Master card on the specified date terminates the usage of
Master card
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3. Usage Counter: This counter limits the total number of User or Terminal cards that
can be issued using any Master card.
Note: The PIN, Expiry Date and the Usage Counter on the Master card can be changed
using an Admin Master Key in presence of cross function team authorizing the activity .
When the Usage Counter expires on the Master card, Admin key is used to change the
Counter.
Security Features:
1. User cards are protected with a PIN which is mandatory to perform any transaction.
The PIN can be changed at any time as requested by the card holder
2. SAM (Terminal) cards are again protected by PIN which can be changed as desired
by the card holder
3. All the keys are stored on the cards to provide maximum security to the card to avoid
fraud. These Card Keys cannot be read/ tampered or deleted by an external entity.
4. All important keys should be stored at loyalty server, with a adequate security to
ensure that none of the external/unauthorized entity could read /tamper or delete the
info.
5. Injection of required keys shall be done on any card only through the loyalty server.
6. All the security keys are used during Authentication, Validation while performing a
transaction on the card.
7. A comprehensive secured log has to be maintained for audit/investigation and
analysis purpose. These logs should have access restriction, cannot be read/
tampered with or deleted by an external/unauthorized entity.
Issuance of Master Card
BPCL Master Keys, SAM card applet and KMCs, ZMKs keys are stored on the Master
card. These keys are used while personalizing a User card or SAM card. The keys from the
Master card are read in a secure way and injected on to the User/SAM card.
MasterCardPerso
This application enables the creation and personalization of the Master card. It is a
standalone PC application which interacts with the Card Reader and card. Since Master
card is a java card, a customized java card applet (cap file) is required to load on to the
Master card. This Master card applet is loaded first on the Master card followed by all other
keys.
Perso application allows the card issuer to perform several card specific operations. The
master card / SAM card / user card has to be initiated through central server , with
trace , risk analysis and proactive risk mitigation module. The integration between perso
application and central server for extraction of card data and keys shall be done through
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secured web services. The server shall maintain a list of whitlisting IP address from which
perso application can be invoked for better control and security apart from the centralized
role based authentication.
Issuance of SAM Card
SAM card (Terminal card) is a security module card for terminal. The SAM card is a java
card placed inside the Terminal. SAM card contains a SAM card applet, security keys, and
other SAM card specific information. The SAM card should hold the required keys for
authenticating user cards. The SAM card should be personalized with expiry date.
Issuance of User Card
The Card Issuance application provides a GUI for issuance and personalization of the
cards. The application fetches the information from the backend, initializes the card and
writes the customer specific information on it and finally updates the account status and
other information at the backend.
Important Features of the CARD PERSO GUI:
1. Read
This option enables the Card Issuer to read the data on the physical card and display
the common basic information from card to screen.
2. Fleet Items Reallocation
Fleet operators are allowed to change their fleet vehicles limits. Once the limits are
decided they are updated at the backend. The Fleet Items Reallocation option in the
application enables the Card Issuer to reallocate the new limits to the vehicle card. In
this case, the old limits from the card are erased. (This option is valid only for fleet card.)
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ANNEXURE III
On Rs. 100/- Stamp Paper
BANK GUARANTEE
1. In consideration of Bharat Petroleum Corporation Limited having its registered office at Bharat
Bhavan 4&6 Currimbhoy Road, Ballard Estate, Mumbai 400001 (hereinafter called “BPCL”)
having entered into a _____________ Agreement dated ___________ (hereinafter called
“contract”, which expression shall include all the amendments agreed to between BPCL and
Host Manager, thereto) with M/s ___________ having its registered Office at
_________________ (hereinafter referred to as “Host Manager”, which expression unless
repugnant to the context or meaning thereof include all its successors, administrators,
executors and assigns) appointing him as SMART CARD HOST MANAGER and Host
Manager shall furnish to BPCL a bank guarantee (hereinafter referred to as “Guarantee”)
towards its obligations as provided in the Contract for in Indian Rupees for the performance of
its obligations under the Contract.
2. We _______ (name of Bank) (hereinafter referred to as “Bank” which expression unless
repugnant to the context or meaning thereof include all its successors, administrators,
executors and assigns) having its registered office at _____________ do hereby guarantee
and undertake to pay immediately on the first demand in writing and any / all money(s) to the
extent of Indian Rs. ___________ (in figures) and (Indian Rupees _________ in words)
without any demur, reservation, contest or protest and / or without any reference to the Host
Manager. Any such demand made by BPCL on the Bank by serving a written notice shall be
conclusive and binding, without any proof, on the Bank as regards the amount due and
payable, notwithstanding any dispute(s) pending before any Court, Tribunal, Arbitrator, Sole
Expert, Conciliator or any other authority and /or any other matter or thing whatsoever, as
liability under these presents being absolute and unequivocal. We agree that the guarantee
herein contained shall be irrevocable and shall continue to be enforceable until it is discharged
by BPCL in writing. This guarantees shall not be determined, discharged or affected by the
liquidation, winding up, dissolution or insolvency of the host manager and shall remain valid,
binding, and operative against the Bank.
3. The Bank also agree that BPCL at its option shall be entitled to enforce this Guarantee against
the Bank as a principal debtor, in the first instance, without proceeding against the
……………… Host Manager and not withstanding any security or other guarantee that BPCL
may have in relation to the Host Manager’s liabilities.
4. The Bank further agrees that BPCL shall have fullest liberty without our consent and without
affecting in any manner our obligations hereunder to vary any of the terms and conditions of
the said Contract or to extend time of performance by the said Host Manager from time to time
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or to postpone for any time or from time to time exercise of any of the powers vested in BPCL
against the said Host Manager and to forebear or enforce ay of the terms and conditions
relating to the said agreement and we shall not be relieved from our liability by reason of any
such variation, or extension being granted to the said Host Manager or for any forbearance act
or omission on the part of the BPCL or any indulgence by BPCL to the said Host Manager or
any such matter or thing whatsoever which under the law relating to sureties would, but for this
provision, have effect of so relieving us.
5. The Bank further agree that the Guarantee herein contained shall remain in full force during
the period that is taken for the performance of the Contract and all dues of BPCL under or by
virtue of this Service Contract have been fully paid and its claim satisfied or discharged or till
BPCL discharges this guarantee in writing, whichever is earlier.
6. This Guarantee shall not be discharged or by any change in our constitution, in the constitution
of Contract or that of the Host Manager.
7. The Bank confirms that this Guarantee has been issued with observance of appropriate laws
of the country of issue.
8. The Bank also agree that this Guarantee shall be governed and construed in accordance with
Indian Laws and subject to the exclusive jurisdiction of Indian courts at ……………….. India.
9. Notwithstanding any thing contained hereinabove, our liabilities under this Guarantee is limited
to Indian Rupees……………………………… (in figures) Indian Rupees…………………. (in
words) and our guarantee shall remain in force upto and including sixty (60) days after the
expiry date / extended date. Any claim under this Guarantee must be received before the
expiry of sixty (60) days or before the expiry of sixty (60) days from the extended date, if any.
If no such claim has been received by us within sixty (60) days after the said date/extended
date BPCL’s right under this will cease. However, if such a claim has been received by us
within and up to sixty (60) days after the said date/extended date, all BPCL’s rights under this
Guarantee shall be valid and shall not cease until we have satisfied that claim.
In witness “hereof, the Bank through its authorized officers has set its hand and stamp on this
day of 2006 at.
The seal of…………………………was hereto duly affixed by ………………………this day
of……………………….200 in accordance with its bye-laws and this guarantee was duly
signed by and as signed by…………………and …………………………..as required by the said
bye-laws.
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ANNEXURE IV
ARBITRATION
(a) Any dispute or difference of any nature whatsoever any claim, Gross-claim, or set off the
Corporation against the Vendor of regarding any right, liability, act, omission or account of any of
the parties hereto arising out or in relation to this agreement shall be referred to the Sole Arbitration of
the Director (Marketing) of the Corporation of to an Officer of the Corporation who may be nominated
by the Director (Marketing). The Vendor will not be entitled to raise any objection to any such
arbitrator on the ground that the arbitrator is an Officer of the Corporation or that he has dealt with the
matters to which the contract relates or that in the course of his duties as an Officer of the
Corporation he had expressed views on all or any other matters in dispute or difference. In the event
of arbitrator to whom the matter is originally referred being transferred or vacating his office for being
unable to act for any reason, the Director (Marketing) as aforesaid at the time of such transfer,
vacation of office of inability to act may in the discretion of the Director (Marketing) designate another
person to act as arbitrator in accordance with the terms of the agreement to the end and intent that
the original Arbitrator shall be entitled to continue the arbitration proceedings notwithstanding his
transfer or vacation of office as an Officer of the Corporation if the Director (Marketing) does not
designate another persons to act as arbitrator on such transfer, vacation of office or inability of
original arbitrator. Such persons shall be entitled to proceed with the reference from than the Director
(Marketing) or a person nominated by such Director (Marketing) of the Corporation as aforesaid shall
act as arbitrator hereunder. The award of the arbitrator so appointed shall be final conclusive and
binding on all parties to the agreement subject to the provisions of the Arbitration Act. 1940 or any
statutory modification or reenactment thereof and the rules made there under for the time being in
force shall apply to the arbitration proceeding under this clause.
(b) The shall be in writing and published by the Arbitrator within two years after entering upon the
reference or within such extended time not exceeding further twelve months as the sole Arbitrator
shall be a writing under his own hands appoint. The parties here to shall be deemed to have
irrevocably given their consent to the Arbitrator to make and publish the award within the period
referred to herein above and shall not be entitled to raise any objection or protest there to under any
circumstances whatsoever.
(c) The arbitrator shall have power to order and direct either of the parties to abide by, observe and
perform all such directions as the arbitrator may thin fit having regard to the matters in difference i.e.
dispute before him. The arbitrator shall have all summary powers and may take such evidence oral
and/or documentary, as the arbitrator in his absolute discretion thinks fit and shall be entitled to
exercise all powers under the Indian Arbitration Act. 1940, including admission of any affidavit as
evidence concerning the matter in difference i.e. dispute before him.
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(d) The parties against whom the arbitration proceedings have been initiated, that is to say,
Respondents in the proceedings, shall be entitled to prefer a cross-claim, counter-claim or set off
before the Arbitrator in respect of any matter in issue arising out of or in relation to the Agreement
without seeking a formal reference of arbitration to the Director (Marketing) for such Counter-claim or
set off and the Arbitrator shall be entitled to consider and deal with the same as if the matter arising
therefore has been referred to him originally and deemed to form part of the reference made by the
Director (Marketing).
(e) The arbitrator shall be at liberty to appoint, if necessary any accountant or engineer or other
technical person to assist him, and to act by the opinion so taken.
(f) The arbitrator shall have power to make one or more awards whether interim or otherwise in
respect of the dispute and difference and in particular will be entitled to make separate awards in
respect of claims or cross-claims of the parties.
(g) The arbitrator shall be entitled to direct any of the parties to pay the costs of the other party in
such manner and to such extent as the arbitrator may in his discretion determine and shall also be
entitled to require one or both the parties to deposit funds in such proportion to meet the arbitrators
expenses whenever called upon to do so
(h) The parties hereby agree that the courts in BPCL of Mumbai..........................alone shall have
jurisdiction of entertain any application or other proceedings in respect of anything arising under this
agreement and any award or awards made by the sole arbitrator hereunder shall be filed in the
concerned courts in BPCL of Mumbai only.
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ANNEXURE V
NON DISCLOSURE AGREEMENT
This Confidentiality Agreement ("Agreement") is entered into on this the 7th day of March 2008 by
and between:
Bharat Petroleum Corporation Ltd., (“BPCL”), a company incorporated under the Companies Act,
1913 and having its Registered office at Bharat Bhavan, Ballard Estate, Mumbai, (which expression
shall unless repugnant to the context thereof mean and include its successors and assigns);
AND
M/s XXXXXXX Pvt. Ltd., (“XXXXX”), a company incorporated under the provision of the companies
act 1956 and having its Registered office at ……………………………………………………………..,
(which expression shall unless repugnant to the context thereof mean and include its successors and
assigns);
RECITALS:
WHEREAS BPCL and XXXXXXXX (hereinafter individually referred to as the “party” or collectively as
the “Parties”) have entered into an agreement dated …………. (hereinafter referred to as Said
Agreement) for managing the Loyalty Card Program called “PetroBonus” & “SmartFleet” of Bharat
Petroleum.
WHEREAS, each party has agreed that, subject to the terms and conditions of this Agreement, it will
maintain in confidence any and all such confidential and proprietary information of the other as may
be disclosed to it by the other during the term hereof; and will not, either directly or indirectly, on its
behalf or on behalf of others, solicit for employment or hire, or attempt to solicit for employment or
hire, any employee of the other party.
NOW IT IS HEREBY AGREED AS FOLLOWS:
1. The Parties agree to execute this Agreement and be bound by the terms and conditions hereof
as a precondition to the proposed negotiations and discussions between the Parties in relation
to the Purpose.
DEFINITIONS
2. In this Agreement, the following terms shall have the meaning ascribed thereto as given below:
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(a) "Confidential Information" shall mean all information, know-how, ideas, designs,
documents, concepts, technology, manufacturing processes, industrial, marketing,
commercial knowledge, and other materials of a confidential nature and includes but is
not limited to, information of a commercial, technical or financial nature which contains
amongst other matters, trade secrets, know- how, patent and ancillary information and
other proprietary or confidential information, regardless of form, format, media including
without limitation written or oral, and also includes those communicated or obtained
through meetings, documents, correspondence or inspection of tangible items, facilities
or inspection at any site or place including without limitation:
i) research, development or technical information, confidential and proprietary
information on products, intellectual property rights;
ii) business plans, operations or systems, financial and trading positions;
iii) details of customers, suppliers, debtors or creditors;
iv) information relating to the officers, directors or employees of the Disclosing Party
and its Related Corporations;
v) marketing information, brochures, printed matter, rates and rate tables;
vi) details of the Disclosing Party's telecommunication network.
vii) formulae, patterns, compilations, programmes, devices, methods, techniques, or
processes, that derive independent economic value, actual or potential, from not
being generally known to the public,
viii) all agreements and contracts
ix) all documents relating to litigations and disputes.
(b) "Related Corporation" means a company which is the holding company or subsidiary
of either Party or a company which shares a common holding company with either
Party. The words "holding company" and "subsidiary" shall have the same meanings as
given to them in the Companies Act, 1956.
SCOPE
3. Except as otherwise provided in this Agreement, the Receiving Party shall keep confidential
all Confidential Information of the Disclosing Party which:
(a) is disclosed, communicated or delivered to the Receiving Party in furtherance to the
Purpose for which the Parties are entering into negotiations/discussions;
(b) comes to the Receiving Party's knowledge or into the Receiving Party's possession in
connection with negotiations/discussions towards the Purpose.
irrespective whether such Confidential Information is received before or after the date of this
Agreement.
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OBLIGATIONS OF PARTIES:
Except as otherwise provided in this Agreement, neither Party shall disclose to any other person the
status, terms, conditions or other facts concerning the negotiations/discussions as contemplated
between the Parties in terms hereof.
4. The Receiving Party shall not use or copy the Confidential Information of the Disclosing Party
except in connection with the Purpose and as both Parties may agree in writing from time to
time.
5. In the event of the Receiving Party visiting any of the facilities of the Disclosing Party, the
Receiving Party undertakes that any further Confidential Information which may come to its
knowledge as a result of any such visit and any Confidential Information relating to plant and
equipment which may be seen at such facilities, the methods of operation thereof and the
various applications thereof shall be kept strictly confidential and that any such Confidential
Information will not be divulged to any third party and will not be made use of in any way,
(whether for its benefit or that of any third party) except in connection with the Receiving
Party's negotiations with the Disclosing Party in terms hereof.
6. Except as otherwise provided in this Agreement, the Receiving Party shall not disclose or
communicate, cause to be disclosed or communicated or otherwise make available
Confidential Information to any third party other than:
(a) the Receiving Party's directors, officers, employees, or representatives to whom
disclosure is necessary for the purpose of negotiations/discussions;
(b) the Receiving Party's professional adviser only to the extent necessary for that adviser
to advice or protect the rights of the Receiving Party under this Agreement;
(c) the Receiving Party's appointed financial adviser or appointed banker only to extent
necessary for the financial adviser or appointed banker to provide financial advice
and/or financial services to the Receiving Party.
(each an "Authorised Person", and collectively, the "Authorised Persons").
7. The Receiving Party hereby agrees to advise the Authorised Person(s) that they are obligated
to protect the Disclosing Party's Confidential Information in a manner consistent with this
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Agreement. The Receiving Party may disclose some or all of the Confidential Information to
the Authorised Person(s) provided that prior to such disclosure, the Receiving Party shall
obtain and provide to the Disclosing Party a written undertaking in favour of the Disclosing
Party from the Authorised Person(s) to comply with the terms of this Agreement as if the
Authorised Person(s) is a party hereto. In any event, the Receiving Party shall remain liable for
any disclosure by the Authorised Person(s) to any other person.
8. A Receiving Party may disclose Confidential Information to a Related Corporation to the extent
necessary to adopt and implement the Purpose or any part thereof, subject to the Related
Corporation under-taking to comply with obligations equivalent to those of a Receiving Party,
as contained in this Agreement.
PUBLIC ANNOUNCEMENTS
9. Save as provided in this Agreement, no news releases, public announcements or any other
form of publicity concerning this Agreement or the terms of this Agreement shall be conducted
or released by either Party without the prior written consent of the other Party.
EXCLUSION
10. The Receiving Party's obligations hereunder, shall not apply to Confidential Information if the
same is:
(a) in or enters the public domain, other than by breach by the Receiving Party or any of its
Authorised Person(s) or
(b) known to the Receiving Party on a non-confidential basis prior to disclosure under this
Agreement, at the time of first receipt, or thereafter becomes known to the Receiving
Party or any of its Authorised Person(s) without similar restrictions from a source other
than the Disclosing Party, as evidenced by written records, or
(c) is or has been developed independently by the Receiving Party without reference to or
reliance on the Disclosing Party's Confidential Information.
MODE OF DISCLOSURE
12. Except as otherwise provided in this Agreement, a Receiving Party may not disclose the
Confidential Information of the Disclosing Party except in the following circumstances:
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(a) the disclosure is authorised in writing by the Disclosing Party to the extent as so
authorized;
(b) the disclosure is made pursuant to a directive or order of a Government entity or
statutory authority or any Judicial or governmental agency provided however that the
Receiving Party shall promptly notify the Disclosing Party so as to enable the Disclosing
Party to seek a protective order or other appropriate remedy;
(c) the disclosure is made pursuant to any applicable laws, rules or regulations or direction
of statutory or regulatory authority or stock exchange or order of a relevant court of law.
13. The Receiving Party shall inform in writing, the Disclosing Party, of any disclosures made to
third parties under Clause 12 b, prior to any such disclosure.
14. A Receiving Party shall exercise no lesser security or degree of care than that Party applies to
its own Confidential Information of an equivalent nature, but in any event not less than the
degree of care which a reasonable person with knowledge of the confidential nature of the
information would exercise.
15. Confidential Information provided by one Party to the other Party is provided for the benefit of
that Party only and shall be used solely for the purposes for which it was disclosed.
INJUNCTIVE RELEIF
16. Each Party acknowledges that a breach of this Agreement by one Party may cause the other
Party irreparable damage for which monetary damages would not be an adequate remedy.
Accordingly, in addition to other remedies that may be available, a Party may seek injunctive
relief against such a breach or threatened breach.
RETURN OF CONFIDENTIAL INFORMATION
17. Unless agreed to otherwise between the Parties, all written Confidential Information or any part
thereof or copies thereof (including, without limitation, information incorporated in computer
software or held in electronic storage media) together with any analyses, compilations, studies,
reports or other documents or materials prepared by the Receiving Party or on its behalf which
reflect or are prepared from any of the Confidential Information provided by the Disclosing
Party shall be returned to the Disclosing Party or destroyed by the Receiving Party, when
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requested by the Disclosing Party at any time, or when the Receiving Party's need for such
information has ended or when this Agreement expires or is terminated, whichever is earlier
provided however, the Receiving Party and/or its Authorised Persons shall retain such portions
of Confidential Information as are mandatorily required for the purpose of compliance with
applicable laws and regulations. In the event of destruction, the Receiving Party shall certify in
writing to the Disclosing Party within thirty (30) days that such destruction has been
accomplished. The Receiving Party shall make no further use of such Confidential Information
nor retain such Confidential Information in any form whatsoever.
TERM AND TERMINATION
18. This Agreement shall be effective and binding from the date of execution and will continue until
and unless terminated in accordance with clause 19 herein.
19. This Agreement shall terminate upon the occurrence of the earlier of the following events:
(a) the execution of binding arrangements between the Parties in pursuance of the
Purpose;
(b) by written agreement between the Parties;
(c) when either Party notifies the other in writing electing to discontinue the negotiations
and discussions in respect of the purpose;
20. Notwithstanding the termination of this Agreement, the obligation to maintain confidentiality of
the Confidential Information provided hereof and the undertakings and obligations in this
Agreement shall continue for a period terminating on the later to occur of:
a) 2 years from the date of termination of this Agreement;
b) 3 years from the date on which the Confidential Information is disclosed.
MISCELLANEOUS
21. Nothing contained in this Agreement shall be deemed to grant to the Receiving Party either
directly or by implication, any right, by license or otherwise, under any patent(s), patent
applications, copyrights or other intellectual property rights with respect to any Confidential
Information of the Disclosing Party nor shall this Agreement grant either Party any rights
whatsoever in or to the other Party’s Confidential Information, except the limited right to use
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and review the Confidential Information as necessary to explore and carry out the proposed
Purpose between the Parties.
22. Nothing contained in this Agreement shall be construed as:
a) requiring the Disclosing Party to disclose to the Receiving Party any particular
information;
b) creating any warranties of any kind in connection with any particular information;
c) soliciting any business or business changes or incurring any obligations of any kind not
specified herein.
Notwithstanding anything contained in this Agreement, the Receiving Party agrees to
indemnify the Disclosing Party for any loss or damage suffered due to any breach by it of its
obligations under this Agreement. Damages shall include all costs, expenses and attorney’s
fees incurred by the Disclosing Party in the enforcement of this Agreement
23. This Agreement is not intended to constitute, create, give effect to, or otherwise recognize a
joint venture, partnership or formal business entity of any kind and the rights and obligations of
the Parties shall be limited to those expressed set forth herein. Any exchange of Confidential
Information under this Agreement shall not be deemed as constituting any offer, acceptance,
or promise of any further contract or amendment to any contract which may exist between the
Parties. Nothing herein shall be construed as providing for the sharing of profits or losses
arising out of the efforts or either or both Parties. Each Party shall act as an independent
contractor and not as an agent of the other Party for any purpose whatsoever and no Party
shall have any authority to bind the other Party.
24. This Agreement contains the entire understanding between the Parties with respect to the
safeguarding of said Confidential Information and supersedes all prior communications and
understandings with respect thereto. No waiver, alteration, modification, or amendment shall
be binding or effective for any purpose whatsoever unless and until reduced to writing and
executed by authorized representatives of the Parties.
25. The rights, powers and remedies provided in this Agreement are cumulative and do not
exclude the rights or remedies provided by law and equity independently of this Agreement.
26. This Agreement shall be governed and construed in all respects in accordance with the laws of
India.
27. It is irrevocably agreed that the Courts at Mumbai shall have exclusive jurisdiction to settle any
dispute which may arise out of or in connection with this Agreement and that accordingly any
BPCL CRFQ No : 1000194247
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suit, action or proceeding arising out of or in connection with this Agreement shall be brought
in such Court and that the Parties hereby submit to the exclusive Jurisdiction of such Court.
Each representative of the Parties executing this Agreement represents that he/she has the authority
to enter into this Agreement and caused it to be effective as of the date first written above.
IN WITNESS WHEREOF THIS AGREEMENT was entered into the day and year first above written.
SIGNED for and on behalf of SIGNED for and on behalf of
M/s Bharat Petroleum Corporation Limited M/s .
Name: Name:
Title: GM ( IT & BI) Title:
WITNESSES
1. 2.
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ANNEXURE VI
INTEGRITY PACT (IP)
BIDDERS ARE REQUESTED TO SEND THE DULY SIGNED/STAMPED INTEGRITY PACT
(ALONG WITH SIGNATURES OF TWO WITNESSES) IN ORIGINAL IN THE EMD ENVELOPE.
INTEGRITY PACT
Between
Bharat Petroleum Corporation Limited (BPCL) hereinafter referred to as "The Principal",
And
The vendor whose authorized signatory has digitally signed this pact hereinafter referred to as
"The Bidder/Contractor/Supplier"
Preamble
The Principal intends to award, under laid down organization procedures, contract/s
for.............................................................................................................. The Principal values full
compliance with all relevant laws and regulations, and the principles of economic use of
resources, and of fairness and transparency in its relations with its Bidder/s, Contractor/s and
Supplier/s.
In order to achieve these goals, the Principal cooperates with the renowned international Non-
Governmental Organisation "Transparency international" (TI). Following TI's national and
international experience, the Principal will appoint an Independent External Monitor who will
monitor the tender process and the execution of the contract for compliance with the principles
mentioned above.
Section 1 - Commitments of the Principal
(1)The Principal commits itself to take all measures necessary to prevent Corruption and to
observe the following principles:
(a) No employee of the Principal, personally or through family members, will in connection
with the tender, or the execution of the contract, demand, take a promise for or accept,
for himself/herself or third person, any material or immaterial benefit which he/she is not
legally entitled to.
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(b) The Principal will, during the tender process, treat all Bidders with equity and reason.
The Principal will, in particular, before and during the tender process, provide to all
Bidders the same information and will not provide to any Bidder confidential / additional
information through which the Bidder could obtain an advantage in relation to the tender
process or the contract execution.
(c) The Principal will exclude from the process all known prejudiced persons.
(2) If the Principal obtains information on the conduct of any of its employees which is a criminal
offence under the relevant Anti-Corruption Laws of India, or if there be a substantive
suspicion in this regard, the Principal will inform its Vigilance Office and in addition can
initiate disciplinary actions.
Section 2 - Commitments of the Bidder / Contractor/Supplier
(1) The Bidder / Contractor/Supplier commits itself to take all measures necessary to prevent
corruption. He commits himself to observe the following principles during his participation
in the tender process and during the contract execution.
(a) The Bidder / Contractor/Supplier will not, directly or through any other person or firm,
offer, promise or give to any of the Principal's employees involved in the tender process
or the execution of the contract or to any third person, any material or immaterial benefit
which he/she is not legally entitled to, in order to obtain in exchange, any advantage of
any kind whatsoever during the tender process or during the execution of the contract.
(b) The Bidder / Contractor/Supplier will not enter with other Bidders into any undisclosed
agreement or understanding, whether formal or informal. This applies in particular to
prices, specifications, certifications, subsidiary contracts, submission or non-submission
of bids or any other actions to restrict competitiveness or to introduce cartelisation in the
bidding process.
(c) The Bidder / Contractor/ Supplier will not commit any offence under the relevant Anti-
Corruption Laws of India; further the Bidder / Contractor/Supplier will not use improperly,
for purposes of competition or personal gain, or pass on to others, any information or
document provided by the Principal as part of the business relationship, regarding plans,
technical proposals and business details, including information contained or transmitted
electronically.
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(d) The Bidder / Contractor/ Supplier will, when presenting his bid, disclose any and all
payments he has made, is committed to, or intends to make to agents, brokers or any
other intermediaries in connection with the award of the contract.
(2) The Bidder / Contractor/ Supplier will not instigate third persons to commit offences outlined
above or be an accessory to such offences.
Section 3 - Disqualification from tender process and exclusion from future contracts
If the Bidder, before contract award, has committed a transgression through a Violation of
Section 2 or in any other form such as to put his reliability or credibility as Bidder into question,
the Principal is entitled to disqualify the Bidder from the tender process or to terminate the
contract, if already signed, for such reason.
(1) If the Bidder/ Contractor/ Supplier has committed a transgression through a violation of
Section 2 such as to put his reliability or credibility into question, the Principal is also entitled
to exclude the Bidder / Contractor/Supplier from future contract award processes. The
imposition and duration of the exclusion will be determined by the severity of the
transgression. The severity will be determined by the circumstances of the case, in particular
the number of transgressions, the position of the transgressors within the company hierarchy
of the Bidder and the amount of the damage. The exclusion will be imposed for a minimum of
6 months and maximum of 3 years.
(2) A transgression is considered to have occurred if the Principal after due consideration of the
available evidences, concludes that no reasonable doubt is possible.
(3) The Bidder accepts and undertakes to respect and uphold the Principal's absolute right to
resort to and impose such exclusion and further accepts and undertakes not to challenge or
question such exclusion on any ground, including the lack of any hearing before the decision
to resort to such exclusion is taken. This undertaking is given freely and after obtaining
independent legal advice.
(4) If the Bidder / Contractor/Supplier can prove that he has restored / recouped the damage
caused by him and has installed a suitable corruption prevention system, the Principal may
revoke the exclusion prematurely.
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Section 4 - Compensation for Damages
a) No employee of the Principal, personally or through family members, will in connection
with the tender, or the execution of the contract, demand, take a promise for or accept,
for himself/herself or third person, any material or immaterial benefit which he/she is not
legally entitled to.
b) The Principal will, during the tender process, treat all Bidders with equity and reason. The
Principal will, in particular, before and during the tender process, provide to all Bidders the
same information and will not provide to any Bidder confidential / additional information
through which the Bidder could obtain an advantage in relation to the tender process or the
contract execution.
(2) If the Principal has terminated the contract according to Section 3, or if the Principal is
entitled to terminate the contract according to Section 3, the Principal shall be entitled to
demand and recover from the Contractor/Supplier liquidated damages equivalent to Security
Deposit / Performance Bank Guarantee.
(3) The Bidder agrees and undertakes to pay the said amounts without protest or demur subject
only to condition that if the Bidder / Contractor/Supplier can prove and establish that the
exclusion of the Bidder from the tender process or the termination of the contract after the
contract award has caused no damage or less damage than the amount of the liquidated
damages, the Bidder / Contractor/Supplier shall compensate the Principal only to the extent
of the damage in the amount proved.
Section 5 - Previous Transgression
(1) The Bidder declares that no previous transgression occurred in the last 3 years with any
other Company in any country conforming to the TI approach or with any other Public Sector
Enterprise in India that could justify his exclusion from the tender process.
(2) If the Bidder makes incorrect statement on this subject, he can be disqualified from the
tender process or the contract, if already awarded, can be terminated for such reason.
Section 6 - Equal treatment of all Bidders / Contractors/ Suppliers/ Subcontractors
(1) The Bidder/Contractor/Supplier undertakes to demand from all subcontractors a commitment
in conformity with this Integrity Pact, and to submit it to the Principal before contract signing.
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(2) The Principal will enter into agreements with identical conditions as this one with all Bidders,
Contractors/Suppliers and Subcontractors.
(3) The Principal will disqualify from the tender process all Bidders who do not sign this Pact or
violate its provisions.
Section 7 – Punitive Action (Criminal charges) against violating Bidders / Contractors /
Suppliers/Subcontractors
If the Principal obtains knowledge of conduct of a Bidder, Contractor, Supplier or Subcontractor, or of
an employee or a representative or an associate of a Bidder, Contractor, Supplier or Subcontractor
which constitutes corruption, or if the Principal has substantive suspicion in this regard, the Principal
will inform the Vigilance Office.
Section 8 - Independent External Monitors /Monitors (to be decided by the chairperson of
Principal)
(1) The Principal has appointed competent and credible Independent External Monitors for
this Pact.
The principal has nominated _______________and ____________as external
independent Monitor(s) for the purpose of administrations of this Pact.
The task of the Monitor is to review independently and objectively, whether and to what
extent the parties comply with the obligations under this agreement.
(2) The Monitor is not subject to instructions by the representatives of the parties and performs
his functions neutrally and independently. He reports to the Chairperson of the Board of the
Principal.
(3) The Bidder/Contractor/Supplier accepts that the Monitor has the right to access without
restriction to all Project documentation of the Principal including that provided by the
Bidder/Contractor/Supplier. The Bidder/Contractor/Supplier will also grant the Monitor, upon
his request and demonstration of a valid interest, unrestricted and unconditional access to
this project documentation. The same is applicable to Subcontractors. The Monitor is under
contractual obligation to treat the information and documents of the
Bidder/Contractor/Supplier/ Subcontractor with confidentially.
(4) The Principal will provide to the Monitor sufficient information about all meetings among the
parties related to the Project provided such meetings could have an impact on the
contractual relations between the Principal and the Bidder/Contractor/Supplier. The parties
offer to the Monitor the option to participate in such meetings.
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(5) As soon as the Monitor notices, or believes to notice, a violation of this agreement, he will so
inform the Management of the Principal and request the Management to discontinue or heal
the violation, or to take other relevant action. The Monitor can in this regard submit non-
binding recommendation. Beyond this, the Monitor has no right to demand from the parties
that they act in a specific manner, refrain from action or tolerate action. However, the
Independent External Monitor shall give an opportunity to the Bidder/Contractor/Supplier to
present its case before making its recommendations to the Principal.
(6) The Monitor will submit a written report to the Chairperson of the Board of the Principal within
8 to 10 weeks from the date of reference or intimation to him by the 'Principal' and, should
the occasion arise, submit proposals for correcting problematic situations.
(7) If the Monitor has reported to the Chairperson of the Board a substantiated suspicion of an
offence under relevant Anti-Corruption Laws of India, and the Chairperson has not, within
reasonable time, taken visible action to proceed against such offence or reported it to the
Vigilance Office, the Monitor may also transmit this information directly to the Central
Vigilance Commissioner, Government of India.
(8) The word 'Monitor' would include both singular and plural.
Section 9 - Pact Duration
This Pact begins when both parties have legally signed it. It expires for the Contractor/Supplier
12 months after the last payment under the respective contract, and for all other Bidders 6
months after the contract has been awarded.
If any claim is made / lodged during this time, the same shall be binding and continue to be valid
despite the lapse of this pact as specified above, unless it is discharged / determined by
Chairperson of the Principal.
Section 10 - Other provisions
(1) This agreement is subject to Indian Law. Place of performance and jurisdiction is the
Registered Office of the Principal, i.e. Mumbai. The Arbitration clause provided in the main
tender document / contract shall not be applicable for any issue / dispute arising under
Integrity Pact.
(2) Changes and supplements as well as termination notices need to be made in writing. Side
agreements have not been made.
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(3) If the Bidder/Contractor/Supplier is a partnership or a consortium, this agreement must be
signed by all partners or consortium members.
(4) Should one or several provisions of this agreement turn out to be invalid, the remainder of
this agreement remains valid. In this case, the parties will strive to come to an agreement to
their original intentions.
----------------------- --------------------------------
For the Principal For the Bidder/Contractor/
Supplier
Place MUMBAI Witness 1 : ………………
(Signature/Name/Address)
Date................... Witness 2 : ………………
(Signature/Name/Address)
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ANNEXURE VII
Important Features of Existing Program
1) Cash Management System – Money is available in central account for customer, multiple cards
belonging to same customer can transact by debiting the central account. Provision for voiding the
transaction.
2) Customer’s cards transact as per limit defined on each card. Limits can be monthly, daily and
adhock. Limit can be set thru web/SMS/Mobile apps.
3) Terminals can run campaign selectively depending on the region, territory and even customer like
birthday bonus points.
4) Rewarding the customer based on recencency / monetary / frequency in the forecourt.
5) Transaction processing with each transaction confirmation between post and host. Any breaking
in between is resorted from the same point.
6) Web based redemption online and through transaction by card swipe.
7) Terminal complaints thru transactions.
8) Availability of the separate pouch for sale on “rewards”.
9) Recharging of card from Retail outlet – collecting money at Retail Outlet.
10) Role based web authorization for various transactions. Maker and checker concept on web for
authorizing transactions which have financial bearing..
11) Categorization of customer based on the business rule defined and awarding of reward points
based on category on quarterly / monthly sale
12) Selection of network with priority depending upon the availability of network in that area.
13) Hotlisting management- card hotlisted do not transact after 24 Hrs
14) In forecourt no transaction is taking more than 25 seconds, except settlement which takes less
than 5 minutes.
15) Any transaction can be voided and its associated transaction like Petromiles reversal also
happens.
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ANNEXURE VIII
Knowledge transfer/Handholding
The entire source code of loyalty engine along with associated peripheral application developed for
BPCL loyalty application shall be handed over to BPCL , The solution provider shall ensure that the
source codes follows best coding and inline documentation standard for ease of maintenance of
application and source code. The following documents shall be handed over to BPCL on quarterly
basis however in case of major changes same shall be deposited to BPCL immediately.
1. Functional Specs
2. SRS (Systems Requirement Specifications)
3. Data/Business Flow Diagrams
4. Source Code of all application modules along with software design document.
5. Application development/coding standard document.
6. Version control management document.
7. Application maintenance manual.
8. Data Dictionary
9. Event Tables
10. Entity Relationship Diagrams
11. Test plan (Black Box, White Box)
12. Implementation setup manual and User manual
13. Technical Manuals with description of XML & tables used
14. Successful bidder shall provide following details along with complete rights and perpetual
license to use the following:
Card Details like card layout, track details, Embossing File Details,
cryptographic keys, chip application, specifications and logic
PIN Details such as PIN generation method, keys etc.
ANNEXURE IX
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EDC Specifications (minimum desirable):
Description Basic Model Regular Model Hi End Model
Formfactor Desktop Handheld,Portable Handheld,Portable
Body Unbreakable under
normal operational
conditions
Unbreakable under normal
operational conditions
Unbreakable under normal
operational conditions
Processor Min.32-bit, minimum
600 MHz,Speed
should be min 400
MIPS.should
support multi
application
scenario.Equipment
should not hang in
multi application
scenario
Min.32-bit, minimum 600
MHz,Speed should be min 400
MIPS,should support multi
application scenario.Equipment
should not hang in multi
application scenario.
Min.32-bit, minimum 600
MHz,Speed should be min 400
MIPS,should support multi
application scenario.Equipment
should not hang in multi
application scenario.
Memory RAM Min 16MB or higher Min 16MB or higher Min 16MB or higher
Memory Flash Min.16MB or higher Min.16MB or higher Min.16MB or higher
Communication
mode
Dialup
Modem,Ethernet &
/or GPRS
Dialup
Modem,Ethernet,Bluetooth,WIFI
& GPRS
Dialup
Modem,Ethernet,Bluetooth,WIFI
& GPRS
Card Reader Smart Card (ISO
7816)
Magstrip Card-Track
1,2,3,Bi-directional.
Smart Card (ISO 7816)
Magstrip Card Track 1,2,3,Bi-
directional.
Smart Card (ISO 7816)
Magstrip Card-Track 1,2,3,Bi-
directional.
Contactless NFC / RFID.Pay
pass,VISA wave
certified.(conform to ISO14443
Type A/B, 13.56 MHz)
Display 128x64
monochrome backlit
Min.128x64 colour
backlit.(desired:240X320 Color
(min 3.5"screen))
Min 240X320 Color (min
3.5"screen)TFT.
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Keyboard Min 16 keys+3
Function keys
Min 16 keys+Function
keys,(QWERTY is preferable)
Min 16 keys+Function
keys(QWERTY is preferable)
Thermal Printer Inbuilt, min 18lps
with graphic
capability
Inbuilt, min 18lps with graphic
capability
Inbuilt, min 30lps with graphic
capability
Battery NA Li-ion,2000 mAh,To support
printing of 800 to1000 tickets in
a day under one time
charging.Equipment should be
functional on direct power with
&without battery.
Li-ion,2000 mAh,To support
printing of 800 to 1000 tickets in
a day under one time
charging.Equipment should be
functional on direct power with
&without battery
Connectivity RS232,RS485,
USB, LAN
RS232,RS485, USB, LAN,
Bluetooth/Wifi/GPRS(At least
one USB port should be
powered)
RS232,RS485, USB, LAN,
Bluetooth / Wifi/GPRS,(At least
one USB port should be
powered)
Line Item
Selection
Directly from keys.
E.g. selecting line
No 2 on display by
directly pressing key
2 rather than
scrolling down to
line No 2 and then
pressing enter
Directly from keys. E.g.
selecting line No 2 on display by
directly pressing key 2 rather
than scrolling down to line No 2
and then pressing enter
Directly from keys. E.g.
selecting line No 2 on display by
directly pressing key 2 rather
than scrolling down to line No 2
and then pressing enter
Operating
Temperature
upto 50 o C upto 50 o C upto 50 o C
Storage
Temperature
upto 55 o C upto 55 o C upto 55 o C
Operating
Humidity
85% non
condensing
85% non condensing 85% non condensing
Ruggedness Protection from
Rain, Dust, Liquid,
1.0 m or higher drop
safety
Protection from Rain, Dust,
Liquid, 1.0 m or higher drop
safety
Protection from Rain, Dust,
Liquid, 1.0 m or higher drop
safety
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Unique device
number
Each device will
have a unique
terminal ID.
Each device will have a unique
terminal ID.
Each device will have a unique
terminal ID.
Certification All the EDC terminals should meet the current EMV / PCI and other banking norms
(e.g. RBI mandate) as prevalent on the date of submission of the bid. E.g. EMV 1 / 2,
PCI PED etc.EDC models withBluetooth/WiFi/GPRS features should have approval
from competent authority- PESO as applicable for use in Petroleum Retail
outlets.Obtaining such certificate/approval from PESO is the responsibility of
Successful vendor and same should be submitted before undertaking EDC roll out.
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ANNEXURE X
Report Generation The Report Server’s functionality is to generate reports from the data that has come from the Database at the Production Server end. Three types of reports are generated for information review:
Daily
Monthly and
Ad-Hoc
5.1 Daily Reports
Daily reports have been further divided into various kinds of reports:
Daily Reports Format Description
Merchants Payable/ Merchant Receivable (MPMR)
Pipe Delimited txt file
These reports display the net amount payable by all the BPCL Merchants and the net amount receivable by the Merchants.
Merchant Payable for SAP
Pipe Delimited txt file
These reports display the net amount payable by BPCL Merchants who are enrolled to perform transactions for the SAP system.
Merchant Receivable for SAP
Pipe Delimited txt file
These reports display the net amount receivable by BPCL Merchants who have performed transactions for the SAP system.
Merchant Payable for Highway
Pipe Delimited txt file
These reports display the net amount payable by BPCL Merchants with outlets located on a Highway
Merchant Receivable for Highway
Pipe Delimited txt file
These reports display the net amount receivable by BPCL Merchants with outlets located on a Highway
Merchant Payable for City
Pipe Delimited txt file
These reports display the net amount payable by BPCL Merchants with outlets located in a city
Merchant Receivable Pipe These reports display the net
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for City Delimited txt file
amount receivable by BPCL Merchants in city area.
SAP Detail Text file which is compatible with the SAP system
These reports detail the net payable/ receivable amount for all Merchants enrolled in SAP system. The Report is uploaded to the SAP system
SAP Summary Text file which is compatible with the SAP system
These reports show a summary of net payable/ receivable amount for all Merchants enrolled in SAP system. Summary is verified with the SAP details. But these reports are not uploaded to the SAP system
Batch Quality Pipe Delimited txt file
In these types of reports, count of transactions in a batch and count sent by the terminal in Batch Summary and the comparison (true / false) between the two. These reports are of three types.
1. All the batches
2. Batches with only True status
3. Batches with only False status
Tata Finance Pipe Delimited txt file
These reports display the transactions performed by the fleet cards whose Credit partner is Tata Finance
Ashok Leyland Pipe Delimited txt file
These reports display the transactions performed by the fleet cards whose Credit partner is Ashok Leyland
Reliance Pipe Delimited txt file
These reports display the transactions performed by the fleet cards whose Credit partner is Reliance
HDFC Bank Pipe Delimited txt file
These reports display CMS recharge done through HDFC
M-Xpec Pipe Delimited txt file
These reports display details of transactions performed for all the credit partners
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Exception Pipe Delimited txt file
Exception reports are of many types:
Batch Exception
Merchant Not Settling
Open Batch
High Transaction Amount
Only Sale Amount
Only Reload Amount
Balance Mismatch Report
- Batch Exception Pipe Delimited txt file
For these reports, batch amount is matched with the Summary of the batch and exceptions are reported
- Merchant Not Settling Pipe Delimited txt file
These reports are generated to figure out which Merchants have not settled for the defined number of days.
- Open Batch Pipe Delimited txt file
This report displays the batches whose status is “Open”. If even a single transaction has not been processed in a batch, its status remains as “Open”.
- High Transaction Amount
Pipe Delimited txt file
This report displays all the transactions performed beyond a specified amount of transaction
- Only Sale Amount Pipe Delimited txt file
If a batch shows all the transactions showing only Sale, it suggests a fraud. These fraud details are reported in these reports
- Only Reload Amount Pipe Delimited txt file
If a batch shows all the transactions showing only Reload, it suggests a fraud. These fraud details are reported in these reports
- Balance Mismatch Report
Pipe Delimited txt file
This report details the imbalance occurred between Database balance and Card balance
Complaint Report Pipe Delimited txt
This report got generated every after 6 hours, tells about how many
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file complaints logged from terminal during last 6 hours.
System verification for smart fleet & BI server
Pipe Delimited txt file
This report generated to check the sync of transaction for smart fleet & BI server.
Fleet tracking report Pipe Delimited txt file
This report got generated for all fleet tracking transactions for last one day.
FOCMS Check report Pipe Delimited txt file
This report got generated to check the sync of CMS balance from ledger & as per transaction.
SMS alert report NA This report got generated as a alert on mobile level, it consist of several alerts like daily report checking, settlement count etc.
SAP posting details Pipe Delimited txt file
This report got generated after the successful posting of SAP document details.
Online Redemption Report
Pipe Delimited txt file
This report contains online redemption which was carried out through fleet operator login.
Indus Report Pipe Delimited txt file
This report contains transaction & limit details for Indus telecom customer.
CMS Recharge Report Pipe Delimited txt file
This report contains CMS recharge done through BPCL finance team
Fleet SMS alert NA This is a alert report for fleet platinum customers.
Unposted SAP doc report
Pipe Delimited txt file
This report got generated when any of SAP doc got missed to get upload in SAP.
Talk time Daily Report Pipe Delimited txt file
This report contains the loyalty redemption transaction against mobile recharge
5.2 Monthly
Monthly reports generated are of the following types:
Customer Statement for platinum & gold customers
Vehicle Analysis
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Corporate Statement
Direm Report
Following are few :
Direm Reports
Smart Fleet PDF statement
Both Corporate and Vehicle Reports (Monthly). Also available criteria wise.
SmartFleet Text statement
Both Corporate and Vehicle Reports (Monthly). Also available criteria wise
Fleet Operator Details
MPMR OPEN (for OPEN Batches)
CMS Transactions (GUI/TERMINAL)
Merchant Wise Sales
1.3. Ad- Hoc Reports
In addition to the Daily and Monthly Reports there are many reports that are generated on ad hoc demands. Few of ad hoc reports are as below:
Customer statement for a particular Customer for a specific period
Details of transactions done at a Terminal for a particular batch or for a particular day
Details of the batches that were deleted from the terminal manually
Business area wise total sale amount for a specific period
Business area/ territory wise total number of Customers registered for a specific period
Number of cards hot listed / de hot listed in a specific period of time.
1.4. Quarterly Reports
Customer Statement for silver customer.
Various finance reports
a) Customerwise quaterwise opening –closing.
b) Customerwise quaterwise petromiles earned & redeemed details.
c) Customerwise quaterwise cash & cms details.
d) Customerwise itemwise petromiles redemption details.
e) Customerwise quaterwise petromiles expiry details.
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ANNEXURE-XI
Tentative List of BPCL desired vendors branch office locations:
Rank City State/Territory
1 Anantapur Andhra Pradesh
2 Guntur Andhra Pradesh
3 Hyderabad Andhra Pradesh
4 Kadapa Andhra Pradesh
5 Kakinada/Rajahmundry Andhra Pradesh
6 Karimnagar Andhra Pradesh
7 Kurnool Andhra Pradesh
8 Nellore Andhra Pradesh
9 Nizamabad Andhra Pradesh
10 Ramagundam Andhra Pradesh
11 Tirupati Andhra Pradesh
12 Vijayawada Andhra Pradesh
13 Visakhapatnam Andhra Pradesh
14 Srikakulam Andhra Pradesh
15 Warangal Andhra Pradesh
16 Guwahati Assam
17 Arrah Bihar
18 Begusarai Bihar
19 Bhagalpur Bihar
20 Bihar Sharif Bihar
21 Darbhanga Bihar
22 Gaya Bihar
23 Katihar Bihar
24 Muzaffarpur Bihar
25 Patna Bihar
26 Purnia Bihar
27 Chandigarh Chandigarh
28 Bhilai Chhattisgarh
29 Bilaspur Chhattisgarh
30 Durg Chhattisgarh
31 Korba Chhattisgarh
32 Raipur Chhattisgarh
33 Delhi Delhi
34 Karawal Nagar Delhi
35 Kirari Suleman Nagar Delhi
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36 New Delhi Delhi
37 Ahmedabad Gujarat
38 Bhavnagar Gujarat
39 Jamnagar Gujarat
40 Rajkot Gujarat
41 Surat Gujarat
42 Vadodara Gujarat
43 Faridabad Haryana
44 Gurgaon Haryana
45 Hisar Haryana
46 Karnal Haryana
47 Panipat Haryana
48 Rohtak Haryana
49 Sonipat Haryana
50 Jammu Jammu and Kashmir
51 Srinagar Jammu and Kashmir
52 Bokaro Jharkhand
53 Dhanbad Jharkhand
54 Jamshedpur Jharkhand
55 Mango Jharkhand
56 Ranchi Jharkhand
57 Bangalore Karnataka
58 Belgaum Karnataka
59 Bellary Karnataka
60 Bijapur Karnataka
61 Davanagere Karnataka
62 Gulbarga Karnataka
63 Hubballi-Dharwad Karnataka
64 Mangalore Karnataka
65 Mysore Karnataka
66 Raichur Karnataka
67 Shimoga Karnataka
68 Tumkur Karnataka
69 Kochi (Cochin) Kerala
70 Kollam (Quilon) Kerala
71 Kozhikode (Calicut) Kerala
72 Thrissur Kerala
73 Trivandrum Kerala
74 Bhopal Madhya Pradesh
75 Gwalior Madhya Pradesh
76 Indore Madhya Pradesh
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77 Jabalpur Madhya Pradesh
78 Ratlam Madhya Pradesh
79 Satna Madhya Pradesh
80 Ahmednagar Maharashtra
81 Akola Maharashtra
82 Amravati Maharashtra
83 Aurangabad Maharashtra
84 Jalgaon Maharashtra
85 Jalna Maharashtra
86 Kolhapur Maharashtra
87 Latur Maharashtra
88 Mumbai Maharashtra
89 Nagpur Maharashtra
90 Nashik Maharashtra
91 Navi Mumbai Maharashtra
92 Pune Maharashtra
93 Solapur Maharashtra
94 Thane Maharashtra
95 Imphal Manipur
96 Aizawl Mizoram
97 Bhubaneswar Orissa
98 Brahmapur Orissa
99 Cuttack Orissa
100 Rourkela Orissa
101 Ozhukarai Puducherry
102 Puducherry Puducherry
103 Amritsar Punjab
104 Bathinda Punjab
105 Jalandhar Punjab
106 Ludhiana Punjab
107 Patiala Punjab
108 Alwar Rajasthan
109 Ajmer Rajasthan
110 Bikaner Rajasthan
111 Jaipur Rajasthan
112 Jodhpur Rajasthan
113 Kota Rajasthan
114 Udaipur Rajasthan
115 Ambattur Tamil Nadu
116 Avadi Tamil Nadu
117 Chennai Tamil Nadu
118 Coimbatore Tamil Nadu
119 Madurai Tamil Nadu
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120 Nagercoil Tamil Nadu
121 Salem Tamil Nadu
122 Thanjavur Tamil Nadu
123 Thoothukudi Tamil Nadu
124 Tiruchirappalli Tamil Nadu
125 Tirunelveli Tamil Nadu
126 Tirupur Tamil Nadu
127 Tiruvottiyur Tamil Nadu
128 Agartala Tripura
129 Agra Uttar Pradesh
130 Aligarh Uttar Pradesh
131 Allahabad Uttar Pradesh
132 Bareilly Uttar Pradesh
133 Bulandshahr Uttar Pradesh
134 Etawah Uttar Pradesh
135 Farrukhabad Uttar Pradesh
136 Firozabad Uttar Pradesh
137 Ghaziabad Uttar Pradesh
138 Gorakhpur Uttar Pradesh
139 Hapur Uttar Pradesh
140 Jhansi Uttar Pradesh
141 Kanpur Uttar Pradesh
142 Loni Uttar Pradesh
143 Lucknow Uttar Pradesh
144 Mathura Uttar Pradesh
145 Mau Uttar Pradesh
146 Meerut Uttar Pradesh
147 Mirzapur Uttar Pradesh
148 Moradabad Uttar Pradesh
149 Muzaffarnagar Uttar Pradesh
150 Noida Uttar Pradesh
151 Rampur Uttar Pradesh
152 Saharanpur Uttar Pradesh
153 Shahjahanpur Uttar Pradesh
154 Varanasi Uttar Pradesh
155 Dehradun Uttarakhand
156 Haridwar Uttarakhand
157 Asansol West Bengal
158 Bally West Bengal
159 Baranagar West Bengal
160 Barasat West Bengal
161 Bardhaman West Bengal
162 Bhatpara West Bengal
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163 Durgapur West Bengal
164 Gopalpur West Bengal
165 Howrah West Bengal
166 Kamarhati West Bengal
167 Kolkata West Bengal
168 Kulti West Bengal
169 Maheshtala West Bengal
170 North Dumdum West Bengal
171 Panihati West Bengal
172 Rajpur Sonarpur West Bengal
173 Siliguri West Bengal
174 South Dumdum West Bengal
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ANNEXURE XII
Card Specification
Magstrip card specs
1. Off-set printing on non-photo loyalty card in 4 colours in front and 4 colours in back. 2. Hi-CO (2750 OE)Track1/ 2/3 Magnetic stripe. 3. Material: PVC—0.76 mm (laminated). 4. Size: 866 mm x 54 mm 5. Compliance: ISO 7816 &7811.
Smartcard specs:
1. Compliance:ISO 7816 2. Material: PVC- 0.76 mm Laminated 3. Capacity: min 8kb 4. Java card 2.1.0 5. Triple DES Alogirithm 6. Open platform
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ANNEXURE XIII
CHECKLIST
BIDDER PROFILE
1.1 Company Profile of Bidder, Partner Company profile(if any). □ 1.2 Letter from Parent Company / subsidiary company giving details of holding(if any) □
1.3 Copy of Agreement between Bidder and Partners(if any) □
1.4 Certification of incorporation, Memorandum of Association (MOA) and Articles of Association (AOA).
□
FINANCIAL STATUS 2.1 Copies of audited balance sheets and Profit & Loss Accounts for the financial years
2010-11, 2011-12 & 2012-13. □
2.2 Annual Report of Bidder □
2.3 Income tax Clearance Certificates □
2.4 Proof of positive Annual Net worth in the last financial year (2012-13)
PROOF OF SOFTWARE DEVELOPMENT & BACKEND MANAGEMENT
3.1 Proof for Backend Management of payment card program having 2 million cards base in any of the last 7 financial years.
□
3.2 Proof for Experience of handling min 0.15 million transactions per day. □
3.3 Proof for development experience on minimum 2 different manufacturer of POST for card transaction processing.
□
3.4 Proof of software development experience in the field of card based prepaid/payment/loyalty solution in any of the last 7 financial years of any major retailing/banking organizations
□
PROOF OF PAN INDIA SERVICE CAPABILITY
4.1 Proof for Experience of deployment and field service of 10000 POST and/or 4000 Merchants for processing loyalty / prepaid / credit / debit cards in the field
□
4.2 Experience of sourcing and personalization of at least 1 lakh cards per annum, stating the ability to scale upto 2 lakh cards per annum.
□
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NOTE: All the documents listed are to be submitted in the same sequence
4.3 Document to support PAN India Presence of the bidder/ service partner □
4.4 Make and model of terminals proposed to be supplied by bidder with detailed specification and supporting document to adhering to the Standard specified.
□
4.5 Agreement copy of franchisees incase areas (state/city) are not covered by the bidder directly.
□
POST H/W SPECIFICATIONS & ALL SOFTWARE 5.1 Proposed POST specifications with make and model with supporting documents
adhering to standards as specified in POST specification annexure IX □
5.2 Documents of proposed software with process and flow. □ OTHER LEGAL DOCUMENTS
6.1 Integrity Pact (To be signed and stamped) □ 6.2 Arbitration (To be signed and stamped ) □
6.3 General terms and condition (To be signed and stamped ) □ 6.4 Special term (To be signed and stamped ) □
6.5 EMD □ PRICE BID 7 Price Bid (should be enclosed in separate envelope and sealed) □