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TENDER NOTICE FOR DEPLOYMENT OF TECHNOLOGY BASED INTELLIGENT

VOICE RECORDING

SME bank intends to deploy on premises technology based intelligent voice recording (IVR)

system at its head office to provide effective and efficient services to its banking customers.

Accordingly, the bank invites sealed bids from reputed firms/service provider for provision and

deployment of IVR system to support its customers in PIN generation and resetting with one

agent seat in 24x7.

Companies/firms who are registered with income tax and sales tax department and Active on Tax

Payers list of FBR are eligible for provision of services. TORs and other terms & conditions can

be downloaded from Public Tender Section of PPRA website (www.ppra.org.pk ) and tender

section of SME Bank’s website (www.smebank.org )

Last date for submission of sealed tenders is 19.12.2019 up to 11.00 am and will be opened on

the same day at 11.30 am in the presence of bidders who wish to attend.

.

Tariq Mahmood Cheema

Head Services Division,

SME Bank Ltd,

Head Office, 56-F, Nazimuddin Road,

Blue Area, Islamabad.

Ph.9217000 UAN # 111 11 00 11

Mobile No. 0300-8676741

Email: tcheema @smebank.org

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Organization Name : SME Bank Ltd.

Address : 56-F, Nazim-ud-din Road, F/6/1, Blue Area

City : Islamabad

Tel No. : 051-9217000

Fax No. : 051-9217001

Receipt No : Xxxxx

Tender No : SME-201909

Description : Provision and Deployment of technology based intelligent

voice recording (IVR)

Advertisement Date : 04.12.2019

Closing Date : 19.12.2019

Closing Time : 11.00 am

Opening Time : 11.30 am

Estimated Cost : Rs.4.00 million

Tender Documents : Attached

Tender Nature : National

Earnest Money : Rs.30,000/-

Bid Validity : 90 days

Remarks :

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Tender Document

Provision and Deployment of technology based intelligent voice recording (IVR)

A brief introduction of SME Bank Ltd

SME Bank Limited (the Bank) is a public limited company incorporated on October 30, 2001

under the repealed Companies Ordinance, 1984 having its registered office at 56-, Nazim-ud-Din

Road, F-6/1, Blue Area, Islamabad. The Government of Pakistan is the major Shareholder of the

bank.

The bank has a network of 13 branches located in following cities.

1. Islamabad

2. Lahore

3. Karachi

4. Gujranwala

5. Faisalabad

6. Peshawar

7. Sialkot

8. Rawalpindi

9. Quetta

The Bank is a Scheduled Commercial Bank engaged in the business of banking with the primary

objective to support and develop Small and Medium Enterprises (SME) sector in Pakistan by

providing necessary financial assistance and business support service on sustainable basis

1 Invitation to bid

SME bank intends to deploy on premises technology based intelligent voice recording

(IVR) system at its head office to provide effective and efficient services to its banking

customers. Accordingly, the bank invites sealed bids from reputed firms/service provider

for provision and deployment of IVR system to support its customers in PIN generation

and resetting with one agent seat in 24x7. Scope of Work & Technical Specification

are mentioned in Annexure-A-1

2 Language of the Bids The bids prepared by the Tenderer and all correspondence and documents relating to the

bids exchanged by the Tenderer, shall be written in English or Urdu language, provided

that any printed literature furnished by the Tenderer may be written in another language

so long as accompanied by an English translation in which case, for purposes of

interpretation of the bid, the English translation shall govern.

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3 Earnest Money

Earnest money of Rs.30,000/- in the shape of call deposit / demand draft / pay order in

the name of SME Bank Ltd. shall be submitted by the bidders at the time of submission

of the bids, Earnest money of unsuccessful bidders shall be returned after selection of

company/firm.

4 Form of Bid (Procedure of Bidding)

As per PPRA Rule No. 36 (b) i.e. Single stage – two envelope procedure which

includes that -

(i) The bid shall comprise a single package containing two separate envelopes. Each

envelope shall contain separately the financial proposal and the technical

proposal;

(ii) The envelopes shall be marked as “FINANCIAL PROPOSAL” and

“TECHNICAL PROPOSAL” in bold and legible letters to avoid confusion;

(iii) Initially, only the envelope marked “TECHNICAL PROPOSAL” shall be opened;

(iv) The envelope marked as “FINANCIAL PROPOSAL” shall be retained in the

custody of the bank without being opened;

(v) The Bank shall evaluate the technical proposal as per tender document including

attached criteria, without reference to the price and reject any proposal which

does not conform to the specified requirements;

(vi) The financial proposals of bids shall be opened publicly at a time, date and venue

announced, which shall be communicated to the qualified bidders separately.

5 Instructions to bidders

General Instructions:

i. Income Tax, Sales Tax and all other applicable taxes shall be deducted in

accordance with the law.

ii. The bid should be valid for a period of 90 days from the date of opening. SME Bank Ltd

will not be responsible for any delay in submission of bids via mail or courier.

iii. Proposal shall contain no interlineations or overwriting. Any alteration and modification

in tender documents will not be allowed.

iv. Technical Bids will be opened on the same day i.e on 19.12.2019 at 11.30 am in the

presence of the Purchase Committee & those bidders or their representatives who wish to

attend. Only one individual per firm/company can attend.

v. In case of any tender where unit rate of any item/items appear unrealistic, such tender

offer will be considered as unbalanced and in case the bidder is unable to provide

satisfactory explanation such a tender is liable to be disqualified and rejected.

vi. All bids received after dead line mentioned in tender notice shall be rejected and returned

unopened to Bidder.

vii. On the basis of evaluation, the successful bidder will be informed accordingly. Letter of

acceptance /intent will be issued only to successful bidder including terms & conditions.

Once accepted, the parties shall enter into a contract by signing agreement.

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viii. SME Bank Ltd reserve the right to reject any or all bids as per PPRA Rule No. 33

(Rejection of bids)

ix. Bids once submitted cannot be withdrawn. If a bidder withdraws from the bidding pro-

cess after submission of bid the Bank reserves the right to forfeit the earnest money.

x. Bidder shall be responsible to treat this Tender Document and information

gathered during bidding process as “Private” and “Strictly Confidential”. The

bidder shall not publish or disclose any information concerning the task without seeking

special written permission of SME Bank Limited.

xi. Any bidder submitting incomplete information may be disqualified from the

bidding process.

xii. Any bidder submitting false, incorrect or inaccurate information may be

automatically disqualified from the bidding process.

xiii. Any effort by the bidder to influence SME Bank Ltd., directly or indirectly may result in

the rejection of the bidder's offer.

xiv. Pages of every section of the bid must be numbered and signed & stamped by the Bidders

nominated authorized signatory.

xv. The Bank will not be responsible for any costs or expenses incurred by bidders in

connection with the preparation or delivery of bids.

xvi. The proposal without earnest money will not be entertained and rejected

straightaway.

xvii Bidder must submit an affidavit that the:

a) Bidder/Company/Firm has never adjudged an insolvent services/

advisory/consultancy.

b) Bidder/Company/Firm or its directors/partners or individuals have never

been declared bankrupt by any court of law.

c) Bidder/Firm has never been blacklisted or involved in litigation with any

client/ organization/government/semi-government/autonomous body.

d) Bidder/Company/Firm its directors/partners or individual always fulfilled/

obeyed execution of degree or order of any court decree never been

dissatisfied against them.

e) Bidder/Company/Firm its directors/partners or individuals have not been

convicted of a financial crime, banking frauds mortgage frauds, forgery,

embezzlement, cheque frauds, credit cards frauds, etc.

f) Bidder/Company meets the financial integrity requirement as per

applicable Laws & Regulations.

6 SECURITY FORFEITURE:

Bid Security may be forfeited after opening of bid in following conditions.

i. The bidder withdraw his bid during the period of its validity.

ii. The successful bidder fail to sign or deviate from any clause of the

contract and/or Service Level Agreement, violate any clause of the

bidding document and purchase order or the successful bidder fail to fulfill

the contractual obligations.

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7 OPENING OF BID

i. During evaluation of bids, SME Bank may at its discretion, ask a bidder for clarification

of bid. The request for clarification and response shall be in writing and no change in the

prices of bid shall be offered or permitted.

ii. In case of arithmetical errors between unit price and total price, obtained by multiplying

the unit price and quantity, the unit price shall prevail and total price shall be corrected. If

the bidder does not accept the correction his/her bid will be rejected.

iii. SME Bank may waive any minor informality, non-conformity or irregularity in bid which

does not constitute a material deviation, provided such waiver does not prejudice or affect

the relative ranking of any bidder.

iv. SME Bank will determine whether each bid is substantially responsive to the bidding

documents. A substantially responsive bid is one which conforms to all terms & condi-

tions, technical specifications of bidding documents without any deviation.

v. If the bid is not substantially responsive it will be rejected. However, Bank may consider

the bid proposal having any minor discrepancy which is not affecting whole evaluation

criteria for healthy competition.

8 Clarification for Tender

In case clarification is needed to the meaning of any portion of the technical

specification, vendor may contact Mr.Qaiser Numan at Phone # 051-9206731 during

office hours.

9 Acceptance of Bids

The bidder with the lowest evaluated bid, if not in conflict with any other law, rules,

regulations of the Federal Government and the Bank`s policy , shall be awarded the

procurement contract, within the original or extended period of bid validity.

10 TAX

Quoted rates must be inclusive of all applicable taxes.

11 Confidentiality

All bids submitted to SME Bank and subsequent correspondence and discussion shall be

kept confidential and will not be revealed directly or indirectly to any other party, except

in the case of any government query by department/ organizations monitoring Banks and

the Federal Government.

12 Closing Date

The last date for receipt of bids is 19.12.2019 by 11.00 AM . Bids will be opened on the

same day at 11.30 AM at SME Bank Head Office , 56-F, Nazim uddin Road, F-6/1 ,Blue

Area, Islamabad, in the presence of those bidders who may wish to attend.

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13 Bid Submission

The Bid proposal should be submitted as follows:

Single package containing two separate envelops. Each envelop contains separately the

financial proposal and a technical proposal” along with certificate as per attachment

The Sealed Envelope containing the Technical Proposal should be clearly marked as:

Volume-I Technical Proposal for Provisioning and Deployment of technology based

intelligent voice recording (IVR)

Tariq Mahmood Cheema

Head Services Division, SME Bank Ltd.

Head Office, 56-F, Nazimuddin Road,

Blue Area, Islamabad.

Ph.051-9217000 UAN # 111 11 00 11

Mobile No. 0300-8676741

Name of Bidder: __________________

The Sealed Envelope containing the financial proposal should be clearly marked as:

Volume-II Financial Proposal for Provisioning and Deployment of technology based

intelligent voice recording (IVR

Tariq Mahmood Cheema

Head Services Division, SME Bank Ltd.

Head Office, 56-F, Nazimuddin Road,

Blue Area, Islamabad.

Ph.051-9217000 UAN # 111 11 00 11

Mobile No. 0300-8676741

Name of Bidder: __________________

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Certificate

I/We agree to abide by the terms and conditions of the Tender and Mr./Ms. …………….….. is

authorised by I/we to sign the Tender for and on behalf of M/S ……(NAME OF FIRM IN

BLOCK CAPITALS).

Signature and Designation of the Authorised Official…………………….

Signature & Name of Authorizing Official/Executive: ………………

Designation: …………….

Complete Address of the Company/Firm:

_____________________________________________________________________________

Fax No: ________________________ Telephone No.: _____________________________

Witness:-

1. ____________________ 2. ________________________

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Annexure A-1

SCOPE OF WORK

SME bank intends to deploy on premises technology based intelligent voice recording (IVR)

system at its head office to provide effective and efficient services to its banking customers.

SME bank initially require the IVR system to support its customers in PIN generation and

resetting with one agent seat in 24x7.

Vendors are required to provide complete solution including integration with SME Bank`s Middle

Ware switch (Hosted Model). The solution provider is required to include all costs of hardware

including workstations & monitoring screens, software, communication devices, and integration

with our Middle Ware switch (hosted Model) including the API fees of the Middleware switch in

the proposal. However, SME bank shall facilitate the bidder in its interaction with our

middleware switch vendor. The solution should be flexible enough to not only meet the current

requirements of SME bank but also be able, when required in future, to provide standard

features like.

Accounts Summary.

Transfer of Funds.

Customer Services Requests.

Enquires.

Bill payments.

The proposal must include cost of at least 1 year of maintenance and support. The bidder

should also quote the support and maintenance charges for successive period along with draft

SLA to be executed after expiry of warranty.

SME Bank shall evaluate the technical proposal based on the criteria given in Annexure-B and

will reject proposal that do not conform to the criteria given in Annex B. Vendors are required to

attach the requisite information as per Annexure-B

Financial proposal of only those organizations shall be opened that conforms to the mandatory

requirements and prerequisites given in Annexure-B

Bids that qualify as per criteria given above shall be considered for final selection by SME Bank.

Delivery is required within Four to Six Weeks of the purchase order/signing of the agreement

between SME Bank and the approved vendor.

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Annexure-B

EVALUATION CRITERIA :

# Description Submitted

Yes/No

General Requirements

1. Name and Designation of the Person Authorized to sign the bid

documents and make Commitments to the Bank

2. National Tax and Sales Tax Registration Certificates attached

3. Proof of the last two assessed Income Tax Returns submitted

4. Earnest Money attached

Company/Solution Profile.

5. Company Profile attached

6. Bidders have provided IVR system to a commercial Bank with operation

period equal or greater than 1 year (Reference letter with contact details

attached)

7. Clients’ reference letters attached. (Client Satisfaction)

8. Bank Statement for the period January 01, 2019 to 31-Sep-2019 is

attached

9. A Statement detailing financial strength attached (Financial Strength) that

confirms that Firm`s financial health is satisfactory.

10. Solution provider is the developer, authorized distributor / partner of

the IVR system. (Please attaché certificate or other evidence)

11. Details specification of IVR system is attached herewith. Along with

implementation plan and schedule.

12. Debit card PIN change/first time set option available and process flow

diagram attached.

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13. Debit card PIN reset option is available and process flow diagram

attached.

14. Deactivation of Debit Card option is available and process flow

diagram attached.

15. System is scalable for fund transfer, cheque book request,

remittance instruments, debit card request, statement requests,

mobile top-ups.

16. Automated customer feedback on recorded line included.

17. Application has the capability to support replication of data at the

bank’s backup site for disaster recovery.

18. Data Backup and archiving facility is available.

19. End to End encryption of data transmission.

20. Bank defined password expiry and log out option.

21. Centralized system administration.

22. One window support model.

23. Flexibility to incorporate new features.

24. Access control administration

25. Supports strong passwords

26. Confidential Data stored is encrypted in the platform

Database.

27. Standard algorithms like 3DES, AES with RSA supported.

28. Solution maintains detailed transaction logs to enable processing au-

dit trails to be reconstructed in the event of any disputes or errors.

29. The retention period of logs is parameterized.

30. Access to logs is restricted by role-based permissions

31. Security safeguards are implemented to protect the information from unau-

thorized modification or destruction.

32. System facilitates in maintaining a log of the reasons for unsuccessful transac-

tions.

33. Call history and online call monitoring facility.

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34. Granular level administrative controls.

35. Complete MIS reporting along with graphs and relevant charts with capa-

bility to measure performance on quality, productivity and attendance.

36. Dashboard for All Financial & NON financial Transactions

37. Call and Complaint Tracking

Compliance

38. Solution is compliant to SBP’s guidelines. (To be reviewed by Operations

in terms of Purchase Committee Suggestion)

Costs

39. a Cost of Integration with SME bank`s Middle Ware switch provider is in-

cluded in the proposal including middle ware switch providers integration

fee.

40. Cost of complete solution including hardware, software, communication

devices included.

41. Cost of training to SME bank administrators and users included.

Service Level Agreement

42. Price for support and maintenance charges after expiry of warranty period

attached.

43. Draft SLA attached along with price.

Warranty, Preventive Maintenance and Backup.

44. Warranty and support period for the IVR system quoted is not less than

one (01) Year.

45. Periodic preventive maintenance / service schedule is provided.

46. Bidders should also provide a backup plan with the bid.