Ocrm Ba

Andhra Bank
(A Government of India Undertaking)

Head office, Hyderabad
Reference No: 666/35/2015-16/RFP/34
Date: 22/12/2015
Request For Proposal for implementation

and maintenance of Enterprise Operational
Customer Relationship Management
(OCRM) and Business Analytics (BA)
application.
This document is the property of Andhra Bank. It may not be copied, distributed or recorded
on any medium, electronic or otherwise, without written permission thereof. The use of the
contents of this document, even by the authorized personnel / agencies for any purpose other
than the purpose specified herein, is strictly prohibited and shall amount to copyright
violation and thus, shall be punishable under the Indian Law.
Andhra Bank
RFP for implementation and maintenance of OCRM and BA application
Dec 2015
BIDDETAILS
Sr.
Subject
No.
RFP Ref. Number & Date
1
Last Date for receipt of Queries
2
3
4
5
6
Pre bid meeting
Date/time
No. 666/35/2015-16/RFP/34
dt. 22/12/2015
30/12/2015 at 05.00 PM
05/01/2016 at 11.00 AM
Last Date for Banks response to

09/01/2016
Queries
Last date for receipt of Bidding
20/01/2016 at 03.00 PM
Documents
Date & Time of Opening of Technical
20/01/2016 at 03.30 PM
Bid*
1. Sri V Srinivasa Rao,
Dy. General Manager,
Dept. of Information Technology,
Andhra Bank, D Block, III Floor,
Cyber Gateway, Hitec City, Madhapur,
Hyderabad 500081
Phone No: 040-23122335;
Venue / Address for Prebid meeting,
submission of Bid & Place of Opening 2. Sri Jude George,
of Bids
Chief Manager,
Andhra Bank, D Block, III Floor,
Cyber Gateway, Hitech City, Madhapur,
Hyderabad 500081
Phone No: 040-23122239;
Fax Number: 040-23122261
Website address
www.andhrabank.in
E-mailaddress for communication
srinivasarao@andhrabank.co.in
10
11
R F P Fee
E M D Amount
Rs.20,000/Rs.25,00,000/-
jude.george@andhrabank.co.in
*Technical bid will be opened in the presence of the authorized representative of the bidders.
Only one representative will be allowed to represent the Company.
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Andhra Bank
Dec 2015
Contents
1
Background
1.1
1.2
Bank profile
About this Request for Proposal (RFP)
1
1
Scope of work
2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
2.9
Scope
Operational Customer Relationship Management (OCRM):
Business Analytics:
Hardware, software, database and storage:
Implementation of DR facility
Facility Management.
Warranty and AMC support
Training for Bank Team:
Security
3
3
6
11
13
14
15
15
16
Service Levels and Penalties
18
3.1
3.2
3.3
3.4
3.5
Purpose and Objectives of SLA

Penalties due to downtime
Penalties for delayed delivery
Penalties for delayed implementation of the project
Penalties if the hardware is not sized as per the requirement.
18
18
18
19
19
Pricing
20
4.1
4.2
4.3
4.4
Price composition
Price validity
No price alterations
Payment Terms
20
20
20
21
Eligibility criteria
22
5.1
5.2
Right to change criteria

Eligibility of Bidders
22
22
Preparation of Bids
23
6.1
6.2
6.3
6.4
6.5
6.6
Technical Bid Organization and Formats

Documents required as part of bidders profile
Documents required as part of Technical proposal
Cost of Bid documents
Earnest Money Deposit
Commercial Bid
23
23
23
23
24
24
Evaluation of Bids
25
7.1
7.2
7.3
Evaluation process
Technical Bid evaluation
Commercial evaluation
25
25
26
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Bid submission
27
8.1
8.2
8.3
8.4
8.5
8.6
8.7
8.8
8.9
8.10
8.11
8.12
8.13
8.14
8.15
8.16
Cost of Bid
Earnest Money Deposit (EMD)
General terms of Bid submission
Two stage bidding process
Sealing and marking of Bids
Commercial bid
Bid submission
Clarification of tender documents
Amendments to tender documents
Correction of errors
Confidentiality
Indemnification
Bidders Liability
Notification of award
Signing of contract
Other terms and conditions
27
27
27
29
29
30
30
31
31
31
32
32
32
33
33
33
General terms and conditions
34
9.1
9.2
9.3
9.4
9.5
9.6
9.7
9.8
9.9
9.10
9.11
9.12
9.13
9.14
9.15
9.16
9.17
9.18
9.19
Performance Guarantee
Procedure for claiming payments
Rights of the Bank
Instructions to the Bidder
Demonstration/Presentation
Project documentation
Force Majeure
Arbitration
Applicable law and jurisdiction of court
Defect liability
Notices
Access for audit
Exit option and contract re-negotiation
Sensitive information
Security
Termination of the Contract & Compensation
Taxes and Duties
Integrity Pact
Confidentiality of the Document
34
34
35
35
36
36
36
36
37
37
37
37
38
38
38
39
39
39
40
10
Annexure 1 Compliance Certificate
41
11
Annexure 2 Bidder Constitution and Contact Profile
42
12
Annexure 3 Financial Details of the Company
43
13
Annexure 4 Bidders Support Centre at Hyderabad
44
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14
Annexure 5 Credentials: Projects handled by bidder
45
15
Annexure 6 Eligibility Criteria
46
16
Annexure 7 Technical Specification
47
17
Annexure 8 - Query Format
51
18
Annexure 9 - Non Disclosure Agreement Format
52
19
Application Integrity statement from OEM
54
20
Annexure 10 - Format of Bank Guarantee (for EMD)
55
21
Annexure 11 - Technical Evaluation Procedure
56
22
Annexure 12 PRE CONTRACT INTEGRITY PACT
57
23
Form 1 - Commercial Bidundertaking letter
64
24
Form 2 Commercial Bid: Format for Submitting Pricing Bid 1
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Tables
Table 2-1: Minimum deployment of engineers ..............................................................
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Andhra Bank
Dec 2015
Background
1.1
Bank profile
1.1.1
Andhra Bank, a body constituted under Banking Companies Acquisition and Transfer
of Undertakings Act 1980 has its Head Office at 5-9-11, Dr. PattabhiBhavan, Saifabad,
Hyderabad-500004. Its Department of Information Technology is located at 3rd Floor,
D Block, Cyber Gateway, Madhapur, Hyderabad-500081, India.
1.1.2
Andhra Bank (http://www.andhrabank.in) has its history parallel to Indias freedom

struggle and was founded by an eminent freedom fighter and a multi-faceted genius,
Dr. Bhogaraju Pattabhi Seetharamayya. Bank was registered on 20th November 1923
and commenced its operations on 28th November 1923. Bank was nationalized on 15th
April 1980 and is presently a Public Sector Bank.
1.1.3
Andhra Bank is hereinafter called Bank which term or expression unless excluded by
or repugnant to the context or the meaning thereof, shall be deemed to include its
successors and permitted assigns herein after called Andhra Bank or Bank or
bank, issues this Request For Proposal, hereinafter called RFP.
1.2
About this Request for Proposal (RFP)
1.2.1
This Request for Proposal is issued for inviting proposals (Technical and Commercial
Bids) for implementation and maintenance of Customer Relationship Management and
Business Analytics application. The Request for Proposal (RFP) document is now
being issued to enable vendors to submit their response to the Bank for the
empanelment process.
1.2.2
A vendor submitting the proposal in response to this RFP shall hereinafter be referred
to as Bidder / System Integrator (SI) interchangeably.
1.2.3
The RFP document is neither an offer letter nor a legal contract, but an invitation for
offers / responses. No contractual obligation on behalf of Andhra Bank whatsoever
shall arise from the RFP process unless and until a formal contract is signed and
executed by duly authorized officers of Andhra Bank and the bidder.
1.2.4
The Bank further reserves the right to accept or reject the total proposal or part thereof
based on its own evaluation of the offers received, or on the basis of stability,
capabilities, track records, reputation among users and other similar credentials of a
vendor. When the Bank makes any such rejection, the Bank will not be bound to give
any reason and / or justification in this regard to the vendor.
1.2.5
All offers of the bidders shall be unconditional and once accepted whether with or
without modifications by the Bank shall be binding between the Bank and such Bidder.
1.2.6
However, this is a binding document between Bank and respondents till the completion
of selection process and notification of award and till a contract is signed between Bank
and the Vendor in the process in case both parties initiate and expedite certain actions
pending the execution of a contract.
1.2.7
The Bank may modify any / all of the terms of this RFP and shall be entitled to award
the contract to a selected bidder with / without modification of any conditions contained
herein.
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Dec 2015
1.2.8
This RFP document is structured in such a way that the Bidders fully understand and
acquaint themselves with the requirements of the Bank.
1.2.9
While this section is a Preface to the entire document, the following sections are
meaningfully segregated for better understanding of the document. The section
headings or any other headings do not have any contractual sequence and the
submission of responses to RFP should be based on total understanding of the
document.
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Andhra Bank
Dec 2015
Scope of work
2.1
Scope
2.1.1
This document constitutes a formal Request for Proposal (RFP) for defining the scope of work for
implementation and maintenance of Operational Customer Relationship Management and
Business Analytics application at Banks Data Centre (DC) at Hyderabad.
2.1.2
The scope of the work includes Supply, delivery, installation, support/services during data
enrichment, customization, integration, testing, training, acceptance, documentation, warranty
support and post warranty maintenance support for the Operational Customer Relationship
Management and Business Analytics solution.
2.1.3
This is an end to end project and the all the items required for making the application operational
should be considered by the bidder, even if the same is not explicitly mentioned in this RFP
document.
2.2
2.2.1
Bank proposes to have Operational CRM which will be used by users at Head Office / Zonal
Office / Circle Office / branches / Call Centre and business analytics shall be used by the users at
the Head Office/Zonal Office.
2.2.2
The successful SI will prepare a System Requirement Specification (SRS) document after
undertaking a thorough study of the systems and practices followed in various operations of the
Bank. The SI will submit the SRS document to the Bank for its approval within two months from
date of issuance of the purchase order.
2.2.3
The SI will be responsible for developing suitable interface for data collection from Core Banking
System (Finacle), other surrounding application like Internet Banking, Mobile Banking, Credit
Card, ATM Switch, GBM, MIS, LAPS, Public Grievance Redressal System (PGRS), HRMS,
Insurance, Mutual Funds etc. The CRM should then provide a single consolidated view of banks
data. It is expected that the CRM would be the single repository for all the master data for customer
and all the required Banks applications will be fully integrated with the CRM solution.
2.2.4
The CRM Solution should support all the business segments of the Bank, viz., Retail banking
(covering Deposits, loans, cards, third party products), NRI services, Small and Mid corporate,
Alternate Channels, Government business, Demat Services, Investment and Insurance products
etc. The solution should be able to cater to the requirement of the customer for all the product
segments offered by the Bank.
2.2.5
The CRM should build a database about customers that describes relationships in sufficient detail
so that management, staff can directly access information, match customer needs with product
plans and offerings, know what other products a customer had purchased, and so forth.
2.2.6
Assisting the organization to improve telesales, account, and sales management by optimizing
information shared by multiple employees, and streamlining existing processes.
2.2.7
Allowing the formation of individualized relationships with customers, with the aim of improving
customer satisfaction, maximizing profits and customer loyalty; identifying the most profitable
customers and providing them the highest level of service.
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2.2.8
Providing employees with the information and processes necessary to know their customers,
understand and identify customer needs and effectively build relationships between the bank and
its customer base.
2.2.9
The SI can propose the CRM solution based on an established CRM platform that has
implementations in the Banking and Financial Services Sector in India.
360 Degree Customer View

2.2.10
The solution should have the ability to provide a comprehensive 360 view of the Customer in
one screen.
2.2.11
The total product holding (liabilities, assets, credit card, insurance) with account number should
be made available.
2.2.12
It should provide details of all Activities of the customer (both historical and planned).
2.2.13
List of e-channel status (Internet Banking usage, ATM Chanel Usage, Mobile Banking usage
etc.)
2.2.14
List of new sales in progress (Current lead progress etc)
2.2.15
List of complaints and service requests with status. It should have details of all pending and
resolved Service Requests & Complaints.
2.2.16
Drill down on customer to see the details.
2.2.17
Demographic Profile information of the customers like age, gender, marital status, nationality
(NRI), education, job, state, income, etc.).
2.2.18
Ability to maintain Customer Segment information including segment and segment attributes,
estimating Wallet Share including account details with other banks etc. The details with other
banks can be obtained by integrating with CIBIL. Integration with CIBIL is also in the scope of
work of the SI.
2.2.19
Provide the ability to search the customer with advanced search function on fields such as his
customer identification number, name, date of birth etc., for all interactions which involve sales
and service transactions.
2.2.20
Ability to maintain individuals or corporate customers who have been identified by the bank as
prospects or potential target customers, who may not have any previous business with the bank.
2.2.21
Ability to convert a Lead into a Customer without re-entering the customer information captured
during the prospecting stage.
2.2.22
The application should be configured to fetch / load all customer / Account and transaction
information from different application based on client id/contract/application number.
2.2.23
The application should be able to capture spending pattern of the customer and should be able to
suggest new as well as next best products and services to him/her..
2.2.24
The application should be configured to improve the up-selling and/or cross-selling, which are
right now time consuming since users need to go to different applications / website for speedy
promotions. View of Customer relationships with others within the CRM system Graphical
indication of customer profile completeness and ability to provide users with quick access to
capture additional customer data through the system.
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Dec 2015
2.2.25
Ability to the banks administrators to define the various profile completeness measures from
time to time based on banks marketing strategy.
2.2.26
Ability of the product to categorize the contact association type (i.e. employee, partner, customer,
vendors etc.) by picking from a drop down list
2.2.27
Ability to do data validations (like 10 digits in a mobile number, email, PAN number.)
2.2.28
For corporate customers, supports business plan tracking, the system should be able to capture
their financial reports.
2.2.29
System provides the ability to attach financial statements of corporate customers.
Complaints Management
2.2.30
The solution should have ability to log and track complaints through their lifecycle.
2.2.31
The solution should have ability to capture service request including Service Request
category/types, Service Request sub-category/sub-types (including validation), Service Request
severity, Service request description, Requestor information (Name, department, phone number).
2.2.32
The CRM solution should integrate with the IVR of Call Centre and the SI should make available
necessary API for integration.
2.2.33
Ability to convert audio signal data of the customer phone calls into text documents so that
meaningful predictive analytics can be performed on that data as well as the on the transactional
and demographic data of customers thereby performing churn modeling better.
2.2.34
The solution should have ability to easily implement best practice complaints-handling
processes. Automatic rule based assignment of cases based on type of complaint, product,
department and skill.
2.2.35
Tracking of complaints and activities in real-time, from initial capture through to closure.
2.2.36
Enforcement of compliance to best-practice processes same as above. Drives cases through to

completion using workflow, alerting and escalation.
.
2.2.37
Ability to track complaints and define TAT (Turn Around Time) for each step of resolution. The
solution should be able to maintain an Integrated knowledge base.
2.2.38
Ability to automate the banks complaint handling procedures, providing pre-defined steps and
responsibilities to aid the overall process.
2.2.39
Ability for management to analyse complaints by category, status, department, assignee, date
raised, criticality, etc.
2.2.40
Bank has existing PGRS ( Public Grievance Redressal system). All the complaint logged on
PGRS should be brought to this system through upload of data.
Lead / Product Sales Management

2.2.41
Ability to capture the leads through various channels like Call center, Branch, Email, SMS,
Website, Social Networking sites etc. Ability to track all information of leads from creation to
closing using a systematic sales process.
2.2.42
Ability to distribute and assign leads based on analytics and rules to branches / Zonal Offices.
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2.2.43
Ability to monitor leads to provide automatic alert, escalation or reassignment if the users who
own that leads do not take action within a specified time frame.
2.2.44
Ability to define TAT (Turn Around time) for different stages of lead processing
2.2.45
Automatically flag leads if already escalated to allow supervisors to see how many leads were
actioned.
2.2.46
Ability to have full visibility on the progress/stages of different leads Ability for the users to
know the number of days since the last stage change of a lead.
2.2.47
Ability to support the creation of product knowledge base that can be used by users.
2.2.48
Ability to provide support for setting up communication templates to be used by users.
2.2.49
Ability to send reminders or notifications if a lead has breached the TAT for stage transitions.
2.2.50
Ability to capture lead win loss reasons in the system
2.2.51
Ability to support the definition of different processes for retail leads and corporate leads.
2.2.52
Ability to support pre-configured lead related reports.
2.2.53
Ability to provide the managers with dashboards that provide them an overview of their teams
performance.
2.2.54
Ability to support query builder for any ad hoc reporting requirement
2.2.55
Ability to reconcile the leads with the core systems once a lead is closed.
2.2.56
Ability to support quick queries that can provide the user with the list of leads that are ready for
reconciliation
2.2.57
Ability to send SMS/email alerts to customers if need be during process Transition
2.2.58
All these business requirements necessitate seamless integration of OCRM product the business
analytic product in order to accomplish bi-directional flow of information about customers'
transactions and interactions in order to derive full ROI from this initiative.
2.3
Business Analytics:
2.3.1
The bidder has to implement the analytics models by going through a detailed step by step
process of analytics implementation. These includes detailed requirement gathering, technical
design, data preparation, data quality, model development, model validation, model testing,
model deployment, model recalibration, modeling process visualization, go-live and information
delivery. The SIis also required to provide a hand-holding of the analytical models by providing
requisite training and support. Training is to be provided by SI to the Bank Team.
2.3.2
As part of the overall scope, the functional capability specifications are broken down into the
following areas.
Requirement Gathering
2.3.3
The bidder has to Interact with business teams, gather, and finalize functional requirements for
each of the analytical areas and models identified.
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2.3.4
Formulate analytical problems and hypothesis based on business and process insights.
Incorporate global best practices while defining requirements
2.3.5
Document business processes to identify key steps where analytics could be embedded
2.3.6
Perform detailed systems analysis and undertake data discovery and prepare data requirements
document.
2.3.7
The current functional requirements are from Personal banking, home loan, NRI business, Midcorporate group, SME, Agriculture, liability products, Insurance products, mutual funds etc.
There may be additional requirements and this will be informed to theSI identified. Based on
the roadmap SIwill gather requirement from different departments during each phase.
Building the model

2.3.8
Data Preparation includes, Loading data from identified sources in the analytical data mart and
prepare data for supporting analytical and statistical model implementation. Variable selection,
derivation and validation
2.3.9
Model Building includes Selection of probable models, verify model assumptions and selection
of estimation methods. Develop information delivery framework leveraging analytical reports,
dashboards, and alerts.
2.3.10
During the requirement gathering and model building phase, the bidder should dedicate a subject
matter expert with a minimum of 15 years experience in banking industry and sufficient exposure
to Business analytics to interact with various departments at Bank Head office Hyderabad and
complete the task to the satisfaction of the departments. Apart from SME, the SI must also deploy
an analytics expert, with a minimum of 5 years experience in entire analytics and who is well
versed with entire gamut of analytics including, descriptive, predictive and prescriptive analytics.
Validate & Deploy

2.3.11
Validate model and check goodness of fit (MAPE, MSE, Silhouette Index, Confusion matrix,
AUC, ROC, Lift Curves) based on defined framework. Test other aspects (Unit Testing, , UAT,
Post-Deployment testing, QA testing).Document validation and testing criteria and steps which
includes providing statistical insights of analysis results
2.3.12
Modification/ Recalibration includes fixing bugs found during testing. Modify solution based on
user feedback and Subsequent testing of revised solutions.
Deployment
2.3.13
The SI must follow the CRISP-DM methodology throughout the project for all business
problems.
Handover and Support

2.3.14
All relevant codes, manuals testing documentation to be handed over to Bank team. The bidder
should provide post implementation support to the Banks Analytics team for 5 years.
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2.3.15
The SIhas to submit a detailed project management plan at the start of the project and at regular
intervals should send status reports. The frequency of the status reports and status meetings will
be as per discretion of the bank.
Reporting Requirements
2.3.16
The SIhas to develop reports (ad-hoc, analytical, tabular, dashboards, and alerts) as an
information delivery mechanism to the business users. Results generated will be made available
to the users based on their roles and needs. The layout and format of the reports should be in a
form consumable by the information consumers and as approved by the Bank. The users should
also be able to do basic activities such as sorting, filtering, slicing, dicing and drill down. All
these functionalities and the ones mentioned below should enabled on mobile devices including
Tablets, iPads, smart phones etc in order to achieve roaming facility for BI, which results in
anytime-anywhere descriptive analytics.
2.3.17
SIis expected to build types of reports including but not limited to the following:
a. Ad-hoc Reports:Users will be able to perform ad-hoc analysis represented through customised ad-hoc reports for
decision making by top management. These are users who have business knowledge and
technical knowhow. SImay also be expected to do ad-hoc analysis.
b. Analytical Dashboards
Dashboards will be built based on the business requirement. These will be essentially targeted
towards top management. There should also be functionality to drill down on a metric (to a
separate dashboard or to a separate report) to analyse the cause of a particular event/trend. This
movement between dashboard layers should be smooth. The data for the dashboard may be
refreshed automatically/ on-demand.
c. Simple Reports
These are simple tabular reports. These are required to show detail level data in easily
consumable formats. These are typically used by junior/middle management.
d. Alerts
Alerts must be generated at specific events based on business requirements including but not
limited to turn-around time breach alert, ideal/non allocated lead alerts, Sales target alerts, risk
benchmark breaches, exposure breaches, fraud alerts.
The reports/dashboards should have standard options including but not limited to export to
word/excel, printing options, email options.
The areas for which analytics model needs to be build as part of this RFP is given below:
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Sl
No.
1
2.3.18
Analytic domain
Target
List
Marketing
Brief description
Easily define target list using analytics which supports natural
language to select desired criteria of customer base without
the support of IT. To review and refine query to achieve
desired target list and the saved target list can be associated
with multiple different campaigns.
For externally acquired list, support data import for list of
prospect data to be associated with relevant campaign.
Support data cleansing to define simple rules for duplicate
detection. Support multiple types of target lists.
To create segments based on activities of past marketing
campaigns, past responses of prospects. To create control
groups within segments.
2 Customer Retention
Analytics: Churn
Prediction
Customer Churn Prediction is a customer retention strategy

where the potential bad customers are profiled and
segmented. Facilitates the understanding of the characteristics
and purchasing patterns of current customers in order to focus
marketing efforts on subgroups with similar needs.
3 Cross Sell Analytics:

Improving product
cross-holding ratio
Identifying the potential segments for cross sell opportunities,

setting up the optimum incentive schemes for realizing the
opportunity. This shall help in increasing the cross-holding
ratio of products both inter and intra asset/liability classes.
Next Best Product Recommendation: Analyze alternative
product propositions that lead to the highest acceptance by
customers in order to increase share of customer spends
Analyze Demographics, Channel Usage, Profitability, Buying
Patterns and classify customer in segments. Various
campaigns could be designed to focus on various types of
segments.
4 Behavioral
Analytics: Customer
Segmentation &
Profiling
5 Up sell Analytics
Identifying up sell opportunities based on customers buying

behavior and patterns and appetite to buy more units of same
product or value of same service
6 Delinquency
management:
Default/NPA
Analysis
Post mortem analysis on default/NPA cause, factoring it back

into the default calculation model, identifying the risk
buckets across customer segments and asset class. This is
more impactful when augmented by external data such as
market data and competition data. Parameters pertaining to
detection of early warning signals and industry-related
external data may be used as inputs for the model.
Customers are classified on the basis of loyalty so that
differential service can be offered to different kind of
customers; Customer lifetime value is predicting value of all
future relationships with a customer. RFM analysis should be
carried out in order to estimate customer life time value.
7 Customer Life Time

Value and Customer
Loyalty
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8 Product Penetration:
Market Basket
Analysis
Using analytics to identify product penetration across

dimensions such as; geography, product groups, customer
base, channels, etc.
9 Campaign
Performance
Analytics: Campaign
Efficiency
Identifying return on marketing and campaign activities.

Using analytics for allocating marketing/campaign spends on
efforts and calculating profitability of each campaigns
10 Channel
Performance &
Profitability
11 Customer
Acquisition
Scorecard Prioritization
Identify the channels that provide maximum profits by

product, location etc. Appropriate cost to be allocated to each
channel of customer touch points such as; email, SMS,
branch walk-in, partner, call center, etc. to measure
profitability
Application scorecard for potential/new customers and initial
relationship build up metrics. Segmentation for prioritization,
based on acquisition cost and expected revenue streams
12 Branch Performance
& Profitability
Analyzing performance of branches to focus on branches

which are more profitable and channelize efforts on branches
which are less profitable to identify reasons for poor
performance and benchmarking with other branches
13 Customer
Profitability
Identify the customers that provide maximum profits by

product, location, department, and geographic detail. Cross
sell/ up sell model can be linked to this model to generate
leads for more opportunities
Linear Optimizing model to predict daily cash requirement
for the branch subject to service level and operational
constraints, using either past data or trend analysis.
14 ATM and Branch

Cash Optimization
15 Product Profitability
16 Win Back Modeling
Product Profitability Analytics; Appropriate Cost allocation

to each product. Also using analytics for evaluating
performance vs. budget.
Customer dormancy analysis and identifying potential target
segment for acquiring lost customers
17 Concentration /
Exposure
Management
(Simulation)
Cluster analysis for assessing and reducing the concentration

risk, identifying the diversification needs across portfolios,
Single Name vs. Sectorial Concentration analysis.
18 Spend Analytics (for

cards business)
Based on past spends using analytics to identify areas of

customer spends and using the output to strategize
association with third party products i.e. product design and
strategizing business opportunities for brand tie-up
collaborations
Branch / ATM Location Optimization by using customers
and channel partners behavior patterns and identifying
potential target strategies for business. Channel Analytics
could be used as a source for strategic planning.
19 ATM and Branch

Locations
Optimization
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20 Loan Collection
analytics
Based on the collection pattern of the various loans, analytics

needs to derived
Further requirements will be taken at the man day rate finalized during this tender.
General Requirements
2.3.19
The proposed OCRM solution shall be the central access point for all customer interactions and
relationships.
2.3.20
The proposed OCRM and BA solution must support multiple devices such as desktops and
tablets/ ipads and accessible anytime, anywhere. It should be accessible through standard web
browsers.
2.3.21
The OCRM and BA application should be accessible through the WAN of bank as well as
through internet. Further the application should be accessible on branches have 64 Kbps MPLS
links. Suitable fine tuning to be carried out the web page, so that the bandwidth required is very
low.
2.3.22
The solution must allow easy access to data, functionality and provide an easy user experience
to help to enhance productivity.
2.3.23
The OCRM solution must allow users to track phone calls (calls landing in call centre), letters
(Letter tacking system), email messages, Grievance systems (PGRS) and other information
relating to customers in one place.
2.3.24
The OCRM solution must track and manage correspondences simply and seamlessly by
evaluating the incoming messages and automatically matching them with appropriate
conversation.
2.3.25
The Operational CRM and Business Analytics should be tightly integrated. Further, OCRM and
BA preferably should use the same database.
2.3.26
The SI should also arrange for integration of OCRM with Finacle Core Banking application. The
customization required at Finacle end will be taken care by Bank.
2.3.27
The OCRM and BA system should provide ability to export data to and from spreadsheets like
Microsoft Excel.
2.3.28
The SI will undertake to incorporate changes/modifications in software solution warranted on

account of revision in the Govt. /RBI/ any other statutory body guidelines/rules during the
warranty period at no additional cost to the Bank. In case of minor changes the same should be
carried out by the bidder without any additional cost. However in case major changes, the same
will done through Change Request route at agreed man day rates.
2.3.29
All the licenses supplied for OCRM and BA should be perpetual based on the number of users.
2.3.30
The SI should arrange OEM engineers onsite during the deployment and customization of the
solution.
2.4
Hardware, software, database and storage:
2.4.1
The bidder needs to supply, install and configure all the required Servers, application software,
Operating system, database, SAN switch, Storage, Tape library, backup software, rack ( 600 x
1000)etc for implementing CRM and BA application. Bank prefers to have Open Source software
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and database wherever feasible. In the case of open source software the following are mandatorily
required:
Intellectual Property (IP) built around the Open Source Software by the SI/OEM. In such
cases, the patent number and other details should be provided to the bank. EULA should
be signed with the bank
Tech support to be provided for the Open Source Software
2.4.2
The same database should be used for both OCRM and BA. The application should have a three
tier architecture. The web and application layer can be on the same server and database should
be on a separate server. For enabling application access through internet separate webserver
needs to be placed on DMZ. All the servers should be provided in high availability mode i.e in
active passive mode. Further all the equipment should have dual power supply and all the
required cables for connecting the equipment should be supplied by the bidder.
2.4.3
The indicative diagram is given below:
Intenet
Web
Servers
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Database
Web/App
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2.4.4
The bidder can do the sizing based on the following information:

1. CBS database size
2. LAPS database size
3. GBM database size
4. ADF database size
5. Internet Banking database size
6. Mobile Banking database size
7. Credit Card database size
8. Number of Bank customers
9. Average no. of transactions per day
10. Number of concurrent Operational CRM users
11. Number of concurrent Analytical CRM users
12. Number of concurrent Business Analytics user
: 13 TB
: 100 GB
: 150 GB
: 4 TB
: 1.3 TB
: 500 GB
: 500 GB
: 3,69,04,046
: 42,80,770
: 300
: 10
: 10
2.4.5
All the required data from the above mentioned databases needs to brought to the new storage
proposed by the bidder.
2.4.6
The hardware should be sized considering a year on year growth of 10%.
2.4.7
The bidder must also ensure that the hardware resources utilization should not exceed 70% at
any point of time for five years from the date of signing of contract. In case the utilization exceeds
the above level, the bidder must provide additional hardware without any additional cost to the
Bank.
2.4.8
The hardware supplied should have a minimum of 30 % headroom for future upgrade.
2.4.9
A detailed hardware sizing document needs to be submitted as part of the Technical bid giving
the following details
Make and model for servers with CPU, RAM and HDD details etc
Make and model of the Storage with usable capacity, RAID configuration details etc
Make and model of SAN switch, backup software etc
Letter from the OEM of the software confirming that the hardware sizing is as per
industry best practice.
On evaluation if it is found that the hardware is undersized, such bids will be rejected.
2.4.10
Bank has an existing enterprise agreement with Microsoft. If the SI quotes for Microsoft
software, and if the enterprise agreement rates are lower than the rate quoted by the SI, then bank
has the right to procure such softwares under enterprise agreement.
2.5
Implementation of DR facility
2.5.1
DR implementation is not envisaged immediately, however Bank may go for DR implementation

as and when the requirement arises.
2.5.2
The bidder has to quote for the hardware and software required at DR facility as an optional item.
The price quoted should be valid during the contract period.
2.5.3
The DR setup will be implemented in Banks existing DR facility at Chennai.
2.5.4
The hardware quoted for DR should be of equivalent capacity as that of the hardware at DC.
2.5.5
The charges quoted for DR setup will be included in the overall TCO.
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2.6
Facility Management.
2.6.1
SI should deploy one engineer for application support at Head Office as per the details given
below:
Table 2-1: Minimum deployment of resources
Sl
No
Resource Category
Level
Application support
Operational Customer
Relationship
Management - General
shift - 10.AM to 6.00
PM 6 days a week
L2
Application support
Business Analytics General shift - 10.AM to
6.00 PM 6 days a week
Number of
Experience
resources
(minimum)
L2
Should be a BE/B-Tech/MCA/M.ScComputers with minimum 3years

experience on OCRM etc.
Should be Bachelor / Masters

degree in Statistics, with minimum 3
years experience on Business
Analytics etc.
2.6.2
Bank at its discretion may conduct an interview of the onsite engineer / resource proposed to be
deployed. Prior notice of one month needs to be provided if any of the existing engineer /resource
is leaving the project. Also, suitable replacement is to be deployed and the knowledge transfer
should happen, to the satisfaction of the bank, before the existing engineer /resource leave the
project.
2.6.3
The engineers of the successful bidder should be onboard once the setup is ready.
2.6.4
The required desktop and seating space for the FM engineers will be arranged by bank.
2.6.5
The scope of Facility Management will cover

Maintenance of software including Backup of the Systems supplied by the SI.
Server Monitoring, application maintenance and Administration.
Configuring/ re-configuring the end-to-end solution whenever required as per the
requirements of the Bank.
Maintenance and trouble shooting of Software supplied by the SI including patch &
vulnerability management as per banks requirement, version upgrades of Application
Software, Hardening of the operating system/application software & other software
components installed for the solution. Implementation of security Policy, configuring storage
and backup devices & backup policies etc as per the requirement of the bank.
Follow Change Management and configuration controls as per banks policy. Assessing
impact of change on the security & implement after obtaining permission from bank
Providing support to the users.
Maintaining reports wrt SLA/ uptime guaranteed and submission of reports on Monthly basis
as per requirement of the bank.
Scheduling and taking backup of the entire setup.
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2.7
Warranty and AMC support
2.7.1
Warranty:
The hardware and software supplied shall carry a minimum 12 months Comprehensive on-site
warranty covering total equipment from the date of installation. Warranty terms & conditions
shall cover the total equipment, including spare replacements along with OS, changes to be done
in configuration as per bank requirement, system software etc procured from the SI, with
maintenance (Minimum 24x7 support) calls logged by FAX, email, telephone and onsite support.
Warranty terms shall also cover the task of configuring/re-configuring the equipment, other
hardware/software resources, Operating System Hardening, Performance tuning, Loading &
configuring operating system updates, integrating with the other hardware procured by the bank
and any other tasks related to Hardware & System Software Management. In the case of
authorized/ channel partners, Warranty shall also include the cost for the back to back
arrangement with OEM for maintenance of spares, providing support services, updates, if any
required. Proof of back to back support agreement with the OEM for the equipment needs to be
submitted while claiming the payment. Terms of Service Level Agreement, if any, are to be
specified. Besides general warranty support, critical support details should be furnished. The
successful bidder shall be agreeable to enter in to Service Level Agreement with the Bank
covering Warranty & AMC terms and conditions. Besides the above, the bidder shall extend the
warranty terms & conditions, if any available by default or extended by OEM, with the product
from OEM.
2.7.2
Annual Maintenance Contractor (AMC):

AMC charges (Comprehensive On-site inclusive of all taxes as on date) for the hardware and
software should be clearly mentioned. Annual maintenance contract terms & conditions shall
cover the total equipment including spare replacements along with changes to be done in
configuration as per bank requirement, OS, other system software etc procured from the SI with
maintenance (Minimum 24x7 support) calls logged by FAX, email, telephone and onsite support
& minimum of 4 Preventive Maintenance calls during the year as per the requirement of the bank.
Annual maintenance Contract terms shall also cover the task of configuring/re-configuring the
system, other hardware/software resources, Operating System Hardening, Loading of the other
system software procured either from the bidder, Performance tuning, server updates, Loading &
configuring operating system updates, integrating with the other hardware procured by the bank
and any other tasks related to Hardware & System Software Management. In the case of
authorized/ channel partners, AMC shall also include the cost for the back to back arrangement
with OEM for maintenance of spares, providing support services, updates (if any required) for
providing AMC support for period not less than 7 years after expiry of warranty period. Proof of
back to back support agreement with the OEM for the equipment needs to be submitted while
claiming the AMC payment.
2.8
Training for Bank Team:
2.8.1
The bidder shall provide adequate training to the Bank team stationed at DIT Hyderabad on the
implementation and usage of the system.
2.8.2
The scope of the training shall include the following:
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User training:
1) User training on Operation CRM for two days. The minimum number of participants will be
20.
2) Trainers training on Operational CRM for two days. The minimum number of participants
will be 5.
3) User training on BA for five days. The minimum number of participants will be 10.
4) The training should be carried out on Bank premises at Hyderabad.
5) Bank will only arrange for the venue. All the required training material , manuals should be
arranged by the bidder.
Customization training:
1) Customization training for IT staff on OCRM for five days. The minimum number of
participants will be 5.
2) Customization training for IT staff on BA for five days. The minimum number of participants
will be 5.
3) In the customization training all the aspects to be covered including mapping between the
business problems and the data mining tasks, so as to enable bank team to take up
customizations independently.
4) The training should be carried out on Bank premises at Hyderabad.
5) Bank will only arrange for the venue. All the required training material should be arranged by
the bidder.
2.9
Security
2.9.1
The Bidder should implement security and privacy framework in line with ISO 27001 and as per
other legal and regulatory requirements.
2.9.2
The application should be configured such that the access to the customer information must
support user level authentication and access rights
2.9.3
The application should be configured to enforce role-based access based on users, groups, roles,
etc. The application should be configured to setup users, groups, roles, and their permissions.
2.9.4
The application should be configured to manage and provide access control to different
applications so that not all users should be able to access all the applications
2.9.5
The application should be implemented to delegate some additional functionality at the user
level, e.g.: change password functionality should be given to user.
2.9.6
Bidder should ensure that there is a complete security from unauthorized access and misuse of the
system. The operating system and other software supplied should be hardened as per the
recommendations of the OEM/bank policy.
2.9.7
Bidder should maintain audit trail that includes the following, at a minimum:
Every user activity
All changes in the server such as creation of user, change of permissions/services. Server
configuration etc.
Administrator Activities.
2.9.8
Bidder should ensure that any modifications and deletions to the audit log and any such attempts
should also be logged.
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2.9.9
The bidder should extend necessary support for integration of the solution to SIEM tool.
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Service Levels and Penalties
3.1
Purpose and Objectives of SLA
3.1.1
Bank expects that the Bidder shall be bound by the Service Levels described in this document.
3.1.2
Bank intends to enter into a Service Levels Agreement with the Bidder in order to provide
complete utility of the enhanced service that could be provided to the esteemed clientele of Bank.
3.1.3
The Bidder shall have to enter into an agreement with Bank for the maintenance of CRM and BA
infrastructure uptime.
3.1.4
The SLA will be reviewed on a quarterly basis.
3.2
Penalties due to downtime
3.2.1
The bidder shall guarantee 99.50 % uptime for the infrastructure setup and application. The
Bidder shall be liable for liquidated damages for uptime maintained below 99.50% in every month
for either CRM or BA.
3.2.2
If failure of any component leads to Business downtime more than thrice within a span of six
months, then the Bidder is expected to replace the component or equipment at Bidders own cost.
3.2.3
The applicable penalties would be the same irrespective of the root cause. The following will be
penalty applicable monthly during which uptime is observed on lower side i.e.,
Uptime of 99.50% or above: No penalty
Uptime 99.50% to 99.00%: 0.1 % of TCO
Uptime 99.00% to 98.50%: 0.2 % of TCO
Uptime 98.50% to 98.00%: 0.3 % of TCO
and so on and so forth
3.2.4
The penalty will be deducted from any of the payment due for the SI.
3.2.5
The penalty is capped at 10 % of the TCO.
3.3
Penalties for delayed delivery
3.3.1
The bidder should ensure that the entire hardware / software is delivered within 6 weeks from the
date of purchase order.
3.3.2
Bank reserves the right to charge penalty for delayed deliveries at the rate of 0.50% of the TCO
per week without prejudice to its other rights, if not delivered as per the agreed terms & conditions
of delivery schedule as per Bid submitted. The penalty may be increased to 1% per week for the
delay beyond 2 weeks from the stipulated delivery date. The penalty is capped at 10 % of the Total
Cost of Ownership (TCO) of the Project..
3.3.3
In case of delay from Banks side, the SI should provide documentary proof for the same. Bank
reserves its right to recover these amounts by any mode such as adjusting from any payments to
be made by the Bank to the SI.
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3.4
Penalties for delayed implementation of the project
3.4.1
The Bidder is expected to complete the responsibilities that have been assigned on time.
3.4.2
The bidder should ensure that the project implementation at DC is completed within 6 months
from the date of Purchase order / signing of contract.
3.4.3
As a deterrent for delay, Bank would levy penalties for delays attributable to the Bidder.
Notwithstanding the Bank s right to cancel the order, liquidated damages at 0.5 % of TCO of the
Project Cost will be charged for every week delay in implementation subject to a maximum of
10 % of the value of the Project.
3.5
Penalties if the hardware is not sized as per the requirement.
3.5.1
The bidder must also ensure that the hardware resources utilization should not exceed 70% at
any point of time for five years from the date of signing of contract. In case the utilization exceeds
the above level, the bidder must provide additional hardware without any additional cost to the
Bank.
3.5.2
If the required upgrade is not carried out by the bidder bank has the right to carry out the upgrade
and recover the expenditure from any of the payments due to bidder.
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Pricing
4.1
4.1.1
Price composition
The price quoted should be in Indian Rupees on a fixed price basis and should include the
following:
One time charges for Installation, Commissioning of setups.
Cost of Hardware and associated software
AMC charge for Hardware and software
Facility Management Charges
4.1.2
The solution provided should be complete and no other costs will be entertained.
4.1.3
All tools, tackles, testing instruments, consumables, vehicles, transportation, boarding, etc., as
required for commissioning / maintenance /patch updation etc., shall be provided by the Bidder at
no extra cost to the Bank for completing the scope of work as per this RFP.
4.1.4
Prices quoted should include all taxes, duties, service taxes and levies excepting Octroi/entry tax,
which will be paid at actual.
4.1.5
The quantities indicated in the price bid are approximate and the payment will be made on actual.
4.1.6
The format for prices is given as Form 2 and the bidders should strictly adhere to the format
provided.
4.1.7
Prices shall be inclusive of all costs to be charged and segregated into onetime costs and recurring
costs, taking care of the end to end solution. Taxes, duty, service taxes, Govt charges or any hidden
cost should be mentioned specifically.
4.1.8
In case the equipment is to be imported, the SIis required to do all such processes like customs
clearance etc., without involving the Andhra Bank in any manner at any stage. It will be the
responsibility of the SIto abide by all the statutory requirements like payment of all taxes, duties
etc., without any reference to the Bank. Andhra Bank accepts no responsibility or liability in this
regard.
4.2
Price validity
4.2.1
The price finalized shall remain valid for a period of five year from the date of such finalization.
4.2.2
The AMC quoted should be valid for entire contract period and bank will not entertain any upward
revision of AMC charges during the contract period.
4.3
4.3.1
No price alterations
All details must be completely filled up. The corrections or alterations, if any should be
authenticated. In the case of the corrections/alteration are not properly authenticated, the offer
shall become liable for rejection at the discretion of Bank.
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4.4
Payment Terms
4.4.1
Banks standard payment terms are only applicable. No advance will be paid against the Purchase
order.
4.4.2
The terms of payment will be as follows:
50 % of the cost of the hardware will be paid against proof of delivery of equipment and
40 % on installation and the final 10% against submission of performance Bank
Guarantee.
In the case of software 90 % on delivery & installation and 10% against submission of
performance Bank Guarantee.
In the case of a situation where the SI could not install the equipments procured due to
problem of site not ready for a period of one month from the date of delivery and beyond,
75% of the cost of equipment will be paid against delivery subject to production of
invoice, delivery challan and other documents showing proof of site not ready with a
letter of confirmation stating that the installation will be done under PO terms as & when
required by the bank.
The Cost of implementation will be paid after completion of implementation and signing
the acceptance & GO LIVE of the project.
The Facility Management Charges will be paid quarterly in arrears.
AMC / ATS charges will be paid yearly in advance.
4.4.3
Bank will not consider any other payment terms even if it is mentioned in the offer letter.
4.4.4
Invoices should be clear, legible, site/location wise and activity wise. Invoices raised otherwise
will be summarily rejected. Amounts pertaining to different sites/locations/activities should not
be clubbed together.
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Eligibility criteria
5.1
Right to change criteria
5.1.1
Firms meeting the eligibility criteria as described in the following sections will be considered for
evaluation.
5.1.2
The Bank reserves the right to change or relax the eligibility criteria to ensure inclusivity.
5.2
Eligibility of Bidders
5.2.1
The bidder should be a government organization/ Public sector unit/ Partnership firm / Limited
Company/ Private Limited Company having its Registered Office in India. Relevant documents
of the same are to be submitted.
5.2.2
The Company should have been registered in India and in existence for a minimum period of five
years.
5.2.3
The Company should be a manufacturer of the equipments or as an authorized channel partner/

authorized dealer for the equipment quoted during the last 2 years.
5.2.4
The OEM/authorized channel partner/dealership certification should be in force for the current
financial year. (enclose copy of letter from OEM as per enclosed format, if the bidder is channel
partner or dealer).
5.2.5
The bidder must have prior experience in implementation of Customer Relationship Management
(CRM) and Business Analytics (BA) in at least one private sector/ public sector bank during the
last three years. Reference sites of implementation along with the reference letters have to be
provided with details of implementation.
5.2.6
The Annual Turnover shall not be less than Rs.50 Crores for the last 3 years and the net worth of
the Company shall not be less than Rs.5 Crore for the last three years.
5.2.7
The bidder should have made profits in the past 3 years (FY ending March 2013 - FY ending
March 2015). The relevant documents including Balance Sheet/Profit and Loss
Account/Certificate from Statutory Auditors certifying the financials are to be submitted as part
of the proposal. In case the bidder company is having loss for any year out of the last 3 years, a
confirmation is to be given that the current net worth is Rs.5.0 Crores and above and bank may
consider such bids after duly evaluating the financial strengths of the company.
5.2.8
The OEM or its Indian agent on behalf of the OEM can bid but both cannot bid simultaneously
for OCRM cum BA solution in the tender.
5.2.9
The bidder must not have been black listed by any Government organization or Govt. agency or
Banks in India. (A self-declaration signed by the authorized Signatory to be enclosed).
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Preparation of Bids
6.1
Technical Bid Organization and Formats
6.1.1
6.2
6.2.1
Technical Bid is to be prepared in a structured manner with proper organization of documents.

Only relevant product literature is to be enclosed with due mapping in appropriate section of the
document. There should be a table of contents with numbering covering all documents including
product literature. Bank may not evaluate incomplete / unorganized bids.
Documents required as part of bidders profile

This section covers mandatory requirements as part of Technical Bid to be submitted by the
Bidder. The Bidder has to understand the entire requirement and offer a comprehensive Technical
Bid. Technical Bid should contain following documents:
Bidders covering letter for the proposal
Authorisation for Signatory
Bidder Profile in format in Annexure
Financial Indicators of the bidder in format supported by audited annual financial
statements for the years 2014-15, 2013-14 and 2012-13. In case 2014-15 financial
statements are not audited, provisional statements certified by the auditor to be submitted.
In such case audited financial statement for 2011-12 also to be submitted.
Compliance Certificate
Statement showing Bidders eligibility criteria
Credentials from existing clients covering OCRM / BA implementation
Team Strength
Non-disclosure agreement
6.3
Documents required as part of Technical proposal

Design document for the implementation and maintenance of OCRM and BA application.
Project Plan with timelines for implementation
Masked Commercial Bid
All the documents included in this RFP from Annexure 1 to Annexure 11
6.4
Cost of Bid documents

Demand Draft covering cost of bid.
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6.5
Earnest Money Deposit

Demand Draft / Bank Guarantee in lieu of Demand Draft covering Earnest Money / Bid
Security amount
6.6
Commercial Bid
6.6.1
The Commercial Bid should be prepared strictly in sync with the Technical Bid without
contradictions. The items which are included in Technical Bid and not quoted with appropriate
price in Commercial Bid are deemed as included without additional price impact.
6.6.2
The Commercial Bid Form in Annexure (Form 1 & Form 2) should be enclosed.
6.6.3
The Commercial Bid with contradictions, conditional offers will be liable for disqualification.
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Evaluation of Bids
7.1
Evaluation process
7.1.1
The evaluation process will be a two step process. The evaluation of the technical proposal will
be conducted first. The details of the technical evaluation criteria are provided in subsequent
sections.
7.1.2
The bidders who have qualified based on the technical evaluation will be considered for evaluation
of their commercial proposal. The details of commercial evaluation criteria are given in section
7.3.
7.2
Technical Bid evaluation
7.2.1
The maximum score in the technical evaluation is 100.
7.2.2
Bidders are required to score a minimum of 75 in the technical evaluation to be considered for
commercial evaluation.
7.2.3
The bids will be technically evaluated based on the data provided by the Bidder as a part of the
response in addition to all the assertions provided.
7.2.4
The bids received and accepted will be evaluated by the Bank to ascertain the best suited for the
bank and the lowest bid in the interest of the Bank basing on bidders response to the eligibility
criteria, scope, and technical requirement specifications as detailed in this document.
7.2.5
The Bank expects the responses that explain clearly the deliverables offered in terms of a fully
secured, reliable and professionally managed OCRM and BA setup to ensure confidentiality,
integrity and availability of data at all times, cost effectiveness and overall benefit to the Bank.
7.2.6
The bidder has to comply with various terms and conditions of RFP.
7.2.7
In response to this RFP, Bank expects sufficient information especially in the matter of experience
of the service provider in handling incidents of disasters due to natural calamities and strike, riot,
commotion, etc., for business continuity.
7.2.8
The bidder shall cover in his response full scope, requirements and deliverables as per the RFP
and also to meet the intent of the RFP, whether or not explicitly mentioned in the RFP.
7.2.9
Setting of Evaluation criteria for short-listing of Bidders, final selection of selected bidder will be
entirely at the discretion of the Bank. The decision of the Bank in this regard will be final and in
this connection no correspondence will be entertained.
7.2.10
The Bank may call for a presentation either at the time of technical evaluation or at any time before
opening commercial bids to satisfy itself about the capabilities of the Bidder etc. The Bank may
however call the Bidder to present either once or more than once depending on the need.
7.2.11
The Bank will carry out a reference site visit, where the bidder has already deployed the solution
as part of technical evaluation. Bidders has to arrange necessary permissions for the same.
7.2.12
The bank shall communicate by means of post or courier or telephone or fax or e-mail or telex,
etc., the venue, date and time of the product demonstration to the bidder separately. Each bidder
will be given adequate time for full presentation. The bank reserves the right to give additional
time for the demonstration and also to call for additional demonstration for any or all bids.
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7.2.13
It is to be understood clearly by the bidders that the selection process requires them to have
adequate expertise in implementing OCRM and BA application.
7.2.14
If a bidder does not come up with the presentation when called for, it will be construed that bidder
is not interested in the project and the bid shall stand disqualified.
7.2.15
Bidder has to show the capabilities of the services to meet all the requirements specified in this
document.
7.2.16
No request for change in date / time shall be entertained after communication by the bank.
7.2.17
The Technical Bid shall contain the details of the bidder in terms of previous experiences, design
document etc.
7.2.18
Bank may at its discretion choose to interact with references furnished in the proposal and the
bidder needs to obtain their consent before hand for an independent enquiry by the Bank.
7.2.19
The Technical scoring sheet and various other submissions in the Technical Bid will be suitably
evaluated to arrive at over all Technical bid score.
7.2.20
The procedure for Technical Evaluation is provided in Annexure 11.
7.3
Commercial evaluation
7.3.1
The bidders who are eligible based on the technical evaluation will only be considered for opening
of commercial bids and evaluation of commercial proposal there on.
7.3.2
The Bank shall scrutinize the commercial bids and normalize the same if found necessary before
comparing the bids. The Commercial Bid will be evaluated based on the Cost that has been
proposed by the Bidder in the Commercial Bid. The commercial bid will be evaluated based on
total cost of availing the Services for a period five years.
7.3.3
The Technically Qualified bidder with the lowest Commercial Bid after scrutiny and
normalization would be declared as L1.
7.3.4
In case of a tie between two or more Bidders for considering L1, the Bid with higher technical
score would be chosen at the discretion of the Bank
7.3.5
The L1 bidder shall not automatically qualify for becoming selected Bidder and for award of
contract by the bank. If the Bank opines that there is a need for negotiation of charges, Bank may
call the bidder for negotiation.
7.3.6
The Bidder whose commercial bid is accepted will be referred to as Selected Bidder and the
Bank will notify the name of the Selected Bidder.
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Bid submission
8.1
Cost of Bid
8.1.1
8.2
The Bidder is required to submit a Demand Draft amounting to Rs.20,000/- in favour of Andhra
Bank along with the bid. This is to be submitted in a separate envelope along with the Bid
response. This amount is not refundable.
Earnest Money Deposit (EMD)
8.2.1
The Bidder is required to deposit a sum of Rs.25,00,000/- Rupees Twenty five lakh only in the
form of a Demand Draft / Bankers Cheque / Pay order in favour of Andhra Bank payable at
Hyderabad as Earnest Money Deposit. The bidder may however submit a Bank Guarantee for 180
days issued by a Scheduled Commercial Bank in lieu of EMD by way of Demand Draft / BC /
The format of Bank Guarantee is provided.
8.2.2
This is to be submitted as part of the Technical Proposal.
8.2.3
No interest will be paid on the EMD.
8.2.4
The EMD (bid Security) / Bank Guarantee of successful Bidder shall be refunded after furnishing
performance Guarantee as required by the Bank.
8.2.5
EMDs / Bank Guarantees furnished by all unsuccessful Bidders will be returned on the expiration
of the bid validity / finalization of successful Bidder, whichever is earlier.
8.2.6
The EMD made by the bidder will be forfeited if:

The bidder withdraws his bid before opening of the bids.
The bidder withdraws his bid after opening of the bids but before acceptance of Letter
of Intent or Purchase Order.
The selected bidder withdraws his bid / proposal before furnishing an unconditional and
irrevocable Performance Bank Guarantee.
The bidder violates any of the provisions of the terms and conditions of the RFP in the
process of evaluation and upto submission of Performance Bank Guarantee.
8.2.7
Failure to accept the order by the Selected Bidder within seven days from the date of receipt of
the order makes the EMD liable for forfeiture at the discretion of Bank. However Bank reserves
its right to consider at its sole discretion the late acceptance of the order by selected Bidder.
8.2.8
Failure to submit the Performance Guarantee with in stipulated period from the date of execution
of the contract makes the EMD liable for forfeiture. In such instance, Bank at its discretion may
cancel the order placed on the selected Bidder without giving any notice.
8.2.9
The Performance Bank Guarantee is to be furnished for a sum equivalent to 10% of the
Contractual value covering the entire contractual period.
8.3
8.3.1
General terms of Bid submission

The offers should be made strictly as per the formats enclosed.
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8.3.2
The Bidder should bear all the costs associated with the preparation and submission of their bid
and Bank will in no case be responsible or liable for these costs, regardless of the conduct or
outcome of the bidding process.
8.3.3
Two copies of the bid are to be submitted, one in original and the other in copy.
8.3.4
The bid should be signed by the Bidder or any person duly authorized to bind the bidder to the
contract. The signatory should give a declaration and through authenticated documentary evidence
establish that the person is empowered to sign the tender documents and bind the bidder. All pages
of the tender documents except brochures if any are to be signed by the authorized signatory.
8.3.5
The offers submitted to Bank should preferably not bear any corrections, alterations, over writings
and additions. In such cases, the persons signing the bid should initial such corrections.
8.3.6
The Bidder is expected to examine all instructions, forms, terms and conditions and technical
specifications in the Bidding Documents. Failure to furnish all information required by the
Bidding Documents or submission of a bid not substantially responsive to the Bidding Documents
in every respect will be at the Bidders risk and may result in rejection of the bid.
8.3.7
No columns of the tender should be left blank. Offers with insufficient information and Offers
which do not strictly comply with the stipulations given above, are liable for rejection.
8.3.8
Bank may accept or reject, in full or in part, any or all the offers, without assigning any reason
whatsoever.
8.3.9
The bids will be opened in the presence of authorized representatives of the bidders. However,
the representative of the bidder has to produce an authorization letter from the bidder to represent
them at the time of opening of Technical/Commercial bids. Only One representative will be
allowed to represent any bidder. In case the bidders representative does not present at the time
of opening of bids, the quotations/bids will still be opened at the scheduled time at the sole
discretion of the Bank.
8.3.10
The bidder must use the entire information furnished in the RFP including scope, detailed
requirements of audit of application and other terms and conditions, while submitting the
response.
8.3.11
All responses should be in English language only. All responses by the Bidders to this RFP
document shall be binding on such Bidders for a period of 180 days from the date of opening the
Technical Bid.
8.3.12
All responses including commercial and technical bids would be deemed to be irrevocable offers
/ proposals from the Bidders and may, if accepted by Bank, form part of the final contact between
Bank and Bidder.
8.3.13
Bidders are advised to attach a letter from an authorized signatory attesting the veracity of the
information provided in the response.
8.3.14
Any technical or commercial bid submitted cannot be withdrawn / modified after the closing date
and time for submission of the bid offers unless specifically permitted by Bank. However, the
Bidder may modify or withdraw its offer after submission provided that, Bank, prior to the closing
date and time receives a written notice of modification or withdrawal.
8.3.15
Bank concludes that everything as mentioned in the RFP documents circulated to the Bidders and
responded by the Bidders have been quoted for by the Bidders and there shall be no extra cost
associated with the same other than the cost quoted by the Bidder. The component prices quoted
by the bidders shall be binding for any additional component procurement as needed by the Bank
within the ambit of the scope of work including any extensions to the same. The component prices
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should be rational and in line with the overall prices quoted. Any irrational pricing of components
can lead to disqualification of the bid.
8.3.16
In the event, Bank has not asked for the quotes for alternative prices and the Bidder furnishes the
alternative quotes in the Bidders financial bids, the higher of the quotes shall be taken for
evaluating the bids. However, payment by Bank shall be made for the lowest quote.
8.3.17
The original and all copies of bids shall be typed or printed in a clear typeface. Copies may be
good quality photocopies of the original. An accompanying letter is required, signed by an
authorized signatory of the Bidder, committing the bidder to the contents of the original response.
8.4
Two stage bidding process
8.4.1
For the purpose of selection of the SI, a two-stage bidding process will be followed.
8.4.2
The response to the present tender is to be submitted in two parts, i.e. the Technical Bid and the
Commercial Bid. The bidders will have to submit the Technical Bid separately from the
Commercial Bid.
8.4.3
The bidder has to submit their response in hardcopy and softcopy in Microsoft Office document
formats for Technical Bid and Commercial Bid.
8.4.4
The Technical Bid will contain the exhaustive and comprehensive details of approach,
methodologies to be followed, assertions, documents and any other collateral the Bidder would
want to submit to the Bank.
8.4.5
The Commercial Bid will contain the pricing information alone.
8.4.6
The Technical Bid should NOT contain any pricing or commercial information at all. Any bids
violating this will be summarily rejected and the bids shall be disqualified from further evaluation.
8.4.7
In the first stage, only the Technical Bids will be opened and evaluated. Those bidders satisfying
the technical requirements of the solution, as determined by Andhra Bank and as per the
requirements/specifications and the terms and conditions of this document, shall be short-listed.
8.4.8
Under the second stage, the Commercial Bids of bidders which have been short-listed earlier on
the basis of evaluation of their Technical Bids, will only be opened.
8.4.9
Bank may call for any clarifications/ additional particulars required, if any, on the technical/
commercial bids submitted. The bidder has to submit the clarifications/ additional particulars in
writing within the specified date and time. The bidders offer will be disqualified, if the
clarifications/ additional particulars sought are not submitted within the specified date and time.
8.4.10
Bank reserves the right to call for a presentation on the features etc., from the short-listed bidders
based on the technical bids submitted by them to make an evaluation.
8.4.11
Bidders must acquaint themselves fully with the conditions of the bids. No plea of insufficient
information will be entertained at any time.
8.5
8.5.1
Sealing and marking of Bids

The offer should be submitted in two separate sealed covers containing Technical (Technical Bid)
and Commercial (Commercial Bid) Proposals.
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8.5.2
The sealed covers containing the Technical offer and the Commercial offer should in turn be put
in a sealed outer envelope to be super-scribed as Technical and Commercial offers for
implementation and maintenance of CRM and BA application.
8.5.3
The envelope containing Technical Offer should include only Bidders Profile (as per enclosed
format), Relevant Technical Bid Forms and Standard Printed Technical Literature/Brochure etc.,
for the bid.
8.5.4
The envelope containing Commercial Offer should include only the commercial quote for RFP
for implementation and maintenance of OCRM and BA applicationoffered (as per the formats
enclosed). Bidder to note that no other information other than the price should be furnished along
with this offer.
8.6
Commercial bid
8.6.1
The commercial bid should be enclosed in a separate sealed envelope. Cost figures should be
presented separately for each of the line item mentioned as per Form 2 Commercial bid.
8.6.2
The Bidder has to quote in Indian Rupees only and bids in currencies other than INR would not
be considered.
8.6.3
The prices and other terms offered by Bidders must be in force for a period of 180 days from the
date of opening of the commercial bid.
8.6.4
All costs should be for door delivery are inclusive of all taxes, duties, charges and levies of State
or Central Governments, as applicable, at the date of signing the Agreement and subject to
deduction of all statutory deductions applicable, if any. The benefits realized by Bidder due to
lower rates of taxes, duties, charges and levies shall be passed on by Bidder to Bank.
8.6.5
Any additional expenses incurred by the Bidder due to increase in taxation, duties, charges and
levies, the same shall be reimbursed to the Bidder on production of satisfactory proof.
8.6.6
The Bidder has to include all costs like Travel, Lodging & Boarding, Local Travel expenses, etc
incurred during the entire period of contract.
8.6.7
The prices quoted by the Bidders shall include all costs such as Taxes, Service Taxes, VAT,
Levies, Cess, Insurance, etc., that need to be incurred.
8.7
Bid submission
8.7.1
Bidders are not permitted to submit more than one bid.
8.7.2
The cost of bidding and submission of the bids is entirely the responsibility of the Bidders,
regardless of the conduct or outcome of the tendering process.
8.7.3
Bids sealed in accordance with the Instructions to bidders should be delivered as mentioned in the
Bid schedule. Bids may be sent by registered post or hand delivery, so as to be received at the
address given below in contact details in the tender schedule.
8.7.4
Receipt of the bids shall be closed as mentioned in bid schedule. Bids received after the scheduled
time will not be accepted by the Bank under any circumstances.
8.7.5
The technical bids will be opened as mentioned in bid schedule.
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8.7.6
Bank will not be responsible for any delay due to postal service or any other means.
8.7.7
The bidders or their authorized representatives shall be present at the time of the opening of the
technical bid. Only one person per bidder will be allowed to be present at the time of the opening
the technical bids.
8.8
Clarification of tender documents
8.8.1
Written requests for clarification may be submitted to the Bank prior to the date mentioned for the
submission of pre-bid queries and clarifications for such queries shall be provided by the Bank in
the pre-bid meeting.
8.8.2
Form should preferably be emailed to the Bank or provided by softcopy in either event hardcopy
confirmations are to be submitted with the Bid documents.
8.8.3
The queries and clarifications wherever necessary shall be placed in Banks web-site under
Tenders column.
8.9
Amendments to tender documents
8.9.1
Amendments to the Tender Document may be issued by the Bank for any reason, whether at its
own initiative or in response to a clarification requested by a prospective bidder, prior to the
deadline for the submission of bids.
8.9.2
The amendments will be posted on Banks web site and will be binding on all the bidders.
8.9.3
From the date of issue, amendments to Terms and Conditions shall be deemed to form an integral
part of the RFP.
8.9.4
Further, in order to provide, prospective Bidders, reasonable time to take the amendment into
account in preparing their bid, the Bank may, at its discretion extend the deadline for submission
of bids.
8.10
Correction of errors
8.10.1
Arithmetic errors in the Bids submitted shall be treated as follows:
8.10.2
Where there is a discrepancy between the unit rate and the line item total resulting from
multiplying the unit rate by the quantity, the unit rate will govern unless, in the opinion of the
Bank, there is obviously a gross error such as a misplacement of a decimal point, in which case
the line item total will govern.
8.10.3
If a mismatch in the arithmetical accuracy is observed while adding the unit cost and taxes then
the line item cost will be calculated by bank based on the unit cost and taxes quoted by bidder at
actual.
8.10.4
Where there is a discrepancy between the amount mentioned in the bid and the line item total
present in the Commercial Bid, the amount obtained on totalling the line items in the Commercial
Bid will govern.
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8.11
Confidentiality
8.11.1
Bidder agrees that all information gathered from the Bank including oral enquires, letters,
documents, emails, presentations, interactions, technical documentation, discussions with Banks
service providers and documents gathered from Banks service providers etc. related to the Banks
business and other information identified as confidential by the Andhra Bank are confidential
information of Bank.
8.11.2
Unauthorized disclosure of any such confidential information will amount to breach of contractual
terms and in such cases Bank may pre-maturely terminate the contract and initiate any legal action
as deemed fit.
8.12
Indemnification
8.12.1
The Bidder shall, at their own cost and expenses, defend and indemnify the Bank against all thirdparty claims including those of the infringement of Intellectual Property Rights, including patent,
trademark, copyright, trade secret or industrial design rights, arising from use of the Products or
any part thereof in India.
8.12.2
The Bidder shall expeditiously meet any such claims and shall have full rights to defend itself
there from. If the Bank is required to pay compensation to a third party resulting from such
infringement, the Bidder shall be fully responsible therefore, including all expenses and court and
legal fees.
8.12.3
The Bidder shall also be liable to indemnify the Bank, at its own cost and expenses, against all
losses/damages, which the Bank may suffer on account of violation by the Bidder of any or all
national/international trade laws, norms, standards, procedures etc.
8.12.4
The bidder shall always keep indemnified and hold Bank harmless from and against any and all
damages, losses, liabilities, claims, actions, costs and expenses (including attorneys fees) relating
to, resulting directly or indirectly from or in any way arising out of any claim, suit or proceeding
brought against Bank by a third party as a result of non-compliance with Laws in force default
in obtaining consents, permissions, approvals, licenses, etc as may be necessary or required for
this project or for the conduct of their own business under any applicable Law, Government
Regulation/Guidelines, Cancellation of Order.
8.13
Bidders Liability
8.13.1
The bidders aggregate liability in connection with obligations, undertaken as a part of this project
regardless of the form or nature of the action giving rise to such liability, shall be limited to the
Total Cost of Ownership (TCO) of the project. The bidders liability in case of third party claims
against the Bank resulting from breach of confidentiality , Willful Misconduct or Gross
Negligence of the bidder, its employees and subcontractors or from third party claims resulting
from infringement of patents, trademarks, copyrights or such other Intellectual Property Rights
shall be unlimited.
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8.14
Notification of award
8.14.1
The acceptance of a bid will be communicated in writing at the address supplied by the Bidder in
the bid response. Any change of address of the Bidder, should therefore be promptly notified to
the Dy General Manager, Department of Information Technology, Andhra Bank, 3 rd Floor, DBlock, Cyber Gateway, Hitec City, Hyderabad.
8.15
Signing of contract
8.15.1
The Bidder shall be required to enter into a contract with Andhra Bank, within 15 days of the
award of the tender or within such extended period, at the discretion of the Bank.
8.16
Other terms and conditions
8.16.1
This RFP document is the property of the Bank and this cannot be copied or used in any other
manner except for the purpose of responding to this tender notice or without written permission
from the Bank.
8.16.2
All the documents submitted along with bids shall also become the property of the Bank and
retained by the Bank unless otherwise specifically mentioned.
8.16.3
The bidder should mention whether he is having any contractual obligation presently with the
Bank, its status and any conflict of interest has arisen in such contractual obligation.
8.16.4
The implementation methodology and business processes in the implementation of the Project
will form the property of the Bank except for those for which Intellectual Property Rights are
already established.
8.16.5
Selected bidder has to undertake not to hire, solicit, or accept solicitation for their employees
directly involved in this contract during the period of the contract and one year thereafter, except
as the parties may agree on a case by case basis.
8.16.6
Besides penal provisions, Bank reserves the right to terminate the contract, if the work is not
progressing according to the agreed project plans and when the delay is attributable to the Bidder
either directly or indirectly due to the failure of Proper Project Management.
8.16.7
Penal Provisions and right of termination is, however, subject to Force Majeure situation to be
defined in the agreement.
8.16.8
The proposal and all supporting documentation submitted by the bidder shall become the property
of Bank unless the Bank agrees to the bidders specific request, in writing, that the proposal
and documentation be returned or destroyed.
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General terms and conditions
9.1
Performance Guarantee
9.1.1
Within 21 days of the issue of purchase order the selected bidder must submit a performance
guarantee equivalent to 10 % of the Total Contract value. The bank guarantee shall be kept valid
till completion of contract period. The guarantee shall contain a claim period of three months
from the last date of validity.
9.1.2
In case the selected bidder fails to submit performance guarantee within the time stipulated above,
the bank at its discretion may cancel the order placed on the selected Bidder without giving any
notice.
9.1.3
Thereafter the Bank shall be at liberty to proceed with procurement from the other technically
qualified Bidders within the purview of the same RFP by calling for fresh commercial quotes
from the technically short listed Bidders. In such an event, the initially selected bidder stands
disqualified for further participating in the subject Bid.
9.1.4
The selected bidder shall be responsible for extending the validity date and claim period of all the
bank guarantees as and when it is due on account of incompletion contract.
9.1.5
The bank shall invoke the guarantee before expiry of validity, if the services rendered by the
selected bidders are not satisfactory and not as per the terms of the contract and SLAs. The bank
shall notify the selected bidder in writing before invoking the guarantee.
9.1.6
The performance guarantee will be discharged by bank and will be returned to the selected bidder
thirty days after expiry of contract period.
9.2
Procedure for claiming payments
9.2.1
The Selected Bidders requests for payment shall be made to the Bank in writing accompanied by
Original Invoice detailing the Services offered, date of commencement of the service etc. The
invoice should be raised proactively deducting applicable penalty if any.
9.2.2
The payments shall be made within 30 days of valid claims that are supported by invoice,
acceptance and upon fulfillment of other conditions stipulated in the contract. The invoices and
other documents are to be duly authenticated by selected bidder. The payment is subject to
deduction of TDS and Liquidated Damages wherever applicable.
9.2.3
On receiving each payment, the selected bidder shall submit a stamped receipt for the payment
received including TDS. The payment after deducting applicable TDS will be released centrally
from DIT, Cyber Gateway, Madhapur, Hyderabad.
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9.3
Rights of the Bank
9.3.1
The Bank reserves the right to reject any or all bids at any point of time prior to placing the order
without assigning any reasons whatsoever.
9.3.2
The bank reserves the right to re-tender. The bank shall not incur any liability to the affected
bidder (s) on account of such rejection. Bank shall not be obliged to inform the affected bidder
(s) of the grounds for the Banks rejection. The bank reserves the right to modify any technical
requirements specifications within the overall scope of the RFP.
9.3.3
Bank reserves the right to obtain revised commercials from the bidders with regard to changes in
RFP clauses or if the Bank is not satisfied with the prices offered.
9.3.4
The bank reserves the right to release order, part order or more than one order within the overall
contract.
9.3.5
The bank reserves the right to modify the bill of material at any point of time before opening of
the commercial bid. The Bank reserves the right to alter the number of locations specified in the
tender, and to delete/substitute items from the ones specified in tender. The Bank also reserves
the right to spread the total order over different phases. Bank may also place order for various
services in addition to the quantities mentioned in this tender at the same terms and conditions
including the cost agreed upon.
9.3.6
This RFP for all intents and purposes is final. However, Bank reserves the right to bring about
any changes in requirements within the overall scope and the same will be communicated to the
Bidder(s) well before time so as to allow the Bidder(s) to prepare and submit their response.
9.3.7
The Bank reserves the right to call for presentation/demonstration for any or all bids.
9.4
Instructions to the Bidder
9.4.1
The selected Bidder shall take all steps to ensure safety of their and the banks personnel during
execution of the contract and also be liable for any consequences due to omission or act of the
selected bidder.
9.4.2
The selected bidder shall also ensure cleanliness of the site during the tenure of the contract.
9.4.3
The Bidder shall be fully responsible for providing and maintenance of services as per the Terms
of this RFP.
9.4.4
The Bidder shall specify in the bid, the responsibilities of the Bank during the execution of
contract.
9.4.5
If any further infrastructure of hardware is required to meet the performance criteria of the bank
as stated in the RFP during the tenure of the project would be at the cost of the selected bidder.
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9.5
Demonstration/Presentation
9.5.1
The selected bidder shall own the responsibility to present that the services offered are as per the
specification/performance stipulated in this RFP and as committed by the selected bidder, either
at site or in his works without any extra cost to the Bank. However the Bank will bear the
traveling, boarding and lodging cost related to its own personnel.
9.5.2
Intent of RFP: The selected bidder shall provide all required services as per the intent to this RFP,
whether or not explicitly mentioned in this RFP, to ensure the intent of specification,
completeness, operability, interoperability, maintainability and upgradability of the services.
9.6
Project documentation
9.6.1
Wherever applicable the selected bidder shall submit the relevant test certificate/guarantee
Certificate/licences along with the supplies, installation and acceptance, as applicable.
9.7
Force Majeure
9.7.1
Force Majeure is herein defined as any cause, which is beyond the control of the selected Bidder
or the Bank as the case may be which they could not foresee or with a reasonable amount of
diligence could not have been foreseen and which substantially affect the performance of the
Contract, such as:
9.7.2
Acts of any Government only, including but not limited to war, declared or undeclared, priorities,
quarantines and embargoes. Force Majeure also include natural calamities arising out of floods,
earthquakes, cyclone, etc, and other acts like terrorists attacks, vandalism etc.
9.7.3
Provided either party shall within ten (10) days from the occurrence of such a cause notify the
other in writing of such causes. The selected bidder or the bank shall not be liable for delays in
performing their obligations resulting from any Force Majeure cause as referred to and/or defined
above.
9.8
Arbitration
9.8.1
All disputes or differences between the parties shall be resolved amicably. If amicable settlement
is not possible, then such disputes and differences shall be resolved through an Arbitrator mutually
agreed upon between the parties. If the parties cannot agree upon an Arbitrator, then both the
Selected Bidder and Bank shall appoint one Arbitrator each, and both the Arbitrators jointly shall
appoint a third Arbitrator. The decision of the majority of the arbitrators shall be final and binding
on the parties. The arbitrators shall give a reasoned Award. The Arbitration Proceeding shall be
governed by the provisions of the Arbitration Conciliation Act, 1996
9.8.2
Work under the Contract shall be continued by the selected bidder during the arbitration
proceedings unless otherwise directed in writing by the Bank unless the matter is such that the
works cannot possibly be continued until the decision of the arbitrator or of the umpire, as the
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case may be is obtained and save as those which are otherwise explicitly provided in the Contract,
no payment due or payable by the Bank, to the selected bidder shall be withheld on account of the
ongoing proceedings, if any, unless it is the subject matter or one of the subject matter thereof.
9.8.3
The venue of the arbitration shall be at Hyderabad, India.
9.9
Applicable law and jurisdiction of court
9.9.1
The Contract with the selected bidder shall be governed in accordance with the Laws of India for
the time being enforced and will be subject to the exclusive jurisdiction of Courts at Hyderabad
(with the exclusion of all other courts)
9.10
Defect liability
9.10.1
In case the service offered is not in accordance with the requirement, and/or do not achieve the
guaranteed performance as specified herein the selected bidder shall forthwith replace/provide
such service at no extra cost to the bank without prejudice to the other remedies as may be
available to the bank under the contract.
9.11
Notices
9.11.1
Notice or other communications given or required to be given under the Contract shall be in
writing and shall be hand-delivered with acknowledgement thereof, or transmitted by registered
post, or by facsimile, provided that where such notice is sent by facsimile, a confirmation copy
shall be sent by registered post within ten days of the transmission by facsimile, to the address of
the receiving party by the other in writing, provided such change of address has been notified at
least fifteen days prior to the date on which such notice has been given under the terms of the
contract.
9.11.2
Any notice or other communications shall be deemed to have validly given on date of delivery if
hand-delivered; if sent by registered post, then on the expiration of seven days from the date of
posting; and if transmitted by facsimile, then on the next business date after the date of
transmission.
9.12
Access for audit
9.12.1
The Bank may periodically conduct Audit either by internal auditors or by external auditors in
respect of security/network access and authorization controls and procedures, and other
product/services provided by the selected bidder. The selected bidder, as the request of the bank,
shall provide access to the banks auditors in this regard whenever and wherever required.
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9.13
Exit option and contract re-negotiation
9.13.1
The Bank reserves the right to cancel the purchase order and terminate the contract in the event
of happening of one or more of the following conditions:
Failure of the selected bidder to accept the order within the time stipulated.
Delay/failure in executing the contract Agreement.
Failure to furnish the performance guarantee within 21 days after issuing the Purchase
order
Failure to maintain guaranteed uptime
Breach of terms and conditions of the contract.
9.13.2
The cancellation of the purchase order will be, besides the banks right to invoke performance
guarantee or without prejudice to its rights to initiate any other action as the bank may deem fit.
The Bank shall be the sole judge to decide about the happening of one or more of the conditions
mentioned above.
9.13.3
However, during all such times of disagreement, when contract is terminated, the bank shall make
alternative arrangements within a period of 6 months and till an alternative arrangement is made
the selected bidder shall render all the services and support as agreed as per the original terms of
contract.
9.13.4
However, the bank shall pay to the bidder amount due to him towards the product and services
already provided/rendered as per the contract. Such payment shall be subject to other terms and
conditions of RFP like LD etc.
9.13.5
Not, withstanding what is stated above, the cancellation of the purchase order will be besides the
banks right to invoke performance guarantee or without prejudice to its rights to initiate any other
action as the bank may deem fit.
9.14
Sensitive information
9.14.1
Any confidential business related or sensitive information which the selected bidder comes across
during the implementation of the project shall not be divulged/disclosed to anyone without the
prior consent of the bank. If the information is so divulged, that may cause loss to the Bank, the
Bank will have the right to invoke the performance guarantee with or without any notice to the
Bidder.
9.15
Security
9.15.1
The proposed services to be provided by the selected bidder must comply with the various
Guidelines issued by the Bank and RBI from time to time.
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9.16
Termination of the Contract & Compensation
9.16.1
The Bank reserves the right to cancel the contract placed on the selected bidder and recover
expenditure incurred by the Bank in the following circumstances:
The selected bidder commits a breach of any of the terms and conditions of the bid.
The selected bidder goes in to liquidation/insolvency voluntarily or otherwise.
An attachment is levied or continues to be levied for a period of 7 days upon the effects
of the bid.
9.16.2
Bank also has the right to cancel a portion of the contract by giving 3 months advance notice, if
the bank is not satisfied by the service offered by the bidder.
9.16.3
However, the bank shall pay to the bidder amount due to him towards the product and services
already provided/rendered as per the contract. Such payment shall be subject to other terms and
conditions of RFP like LD etc.
9.17
Taxes and Duties
9.17.1
The price quoted shall be inclusive of all taxes and duties. However, all taxes and duties as
applicable shall be indicated separately in the commercial bid only. However, the prices, Taxes
and duties etc, quoted shall be taken into account for the purpose of arriving at L1.
9.17.2
Any increase in Taxes/Duties at actual shall be paid by the bank on production of proof by the
bidder. Any decrease in Taxes and duties etc shall be passed on to the bank by the selected bidder.
9.17.3
The selected bidder shall be solely responsible for arranging the foreign exchange release and
import license or any materials, components, bought out items that may be required to be imported
for the purpose of performing the work under this RFP and accordingly the bid prices shall include
all the customs, import duties, levies, license fee etc., payable by the selected bidder on imported
items and Bank is not liable in this regard whatsoever.
9.17.4
Any certificate required to be submitted by the Bank in case of acquiring encryption hardware or
software shall be explicitly specified in the technical bid by the selected bidder
9.18
Integrity Pact
9.18.1
Bank believes in total transparency, integrity and accountability in its functioning. As per the
directions of CVC, Bank proposes to execute Integrity Pact with the bidder focused on enhancing
transparency in its business transactions, contracts and procurement processes.
9.18.2
The bidder shall submit the bid/tender along with the Integrity Pact, as per Annexure XII on a
non-judicial stamp paper of 100/- along with the bid/tender document, duly signed on all pages
and the details filled in properly. All pages of the Integrity Pact shall be signed by the same
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signatory who signs the bid document and has the authority on behalf of the C.E.O of the company
he represents.
9.18.3
The non-judicial stamp papers are to be purchased in the name of the Bidder or Bank and the date
of purchase should not be earlier than six months of date of execution.
9.18.4
The acceptance of Integrity Pact shall be unconditional and the bidder must not change any
contents of the Integrity Pact. If the contents of the Integrity Pact is changed by the bidder, the
bid will be rejected.
9.18.5
The bidder shall submit the Integrity Pact duly signed by the person(s) signing the bid. Bidders
are required to clearly indicate the name and designation of the signatory (ies) as well as the name
and address of the witnesses.
9.18.6
If the Bidder is a partnership or a consortium, the Integrity Pact shall be signed by all the partners
or consortium members.
9.18.7
9.18.7 The signed Integrity Pact should be enclosed with the technical offer of the bid only. Bids
received without the signed Integrity Pact and/or without details filled in shall be rejected.
9.19
Confidentiality of the Document
9.19.1
This document is meant for the exclusive purpose of bidding as per the specifications, terms and
conditions and scope indicated and shall not be transferred, reproduced or otherwise used for
purposes other than for which it is specifically issued.
(V Srinivasa Rao)
Dy. General Manager
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10
Annexure 1 Compliance Certificate

To,
The Deputy General Manager,
Andhra Bank,
Department of Information Technology,
D Block, Right Wing, 3rd Floor,
Cyber Gateway, Hitec City,
Hyderabad 500 081
Dear Sir,
RFP Ref no. No: 666/35/2015-16/RFP/34 dated 22/12/2015.
Subject: Declaration and Acceptance of Terms and Conditions and Confirmation of offer
The details submitted in the this document are true and correct to the best of our knowledge and
if it is proved otherwise at any stage of execution of the contract, Andhra Bank has the right to
summarily reject the proposal and disqualify us form the process.
We confirm having understood the entire bid process, contents of RFP with all its terms and
conditions and undertake to abide by the terms and conditions. We have also understood that the
Bank may add, alter, modify the terms and conditions and post the required information in its
web-site under Tenders column and all such additions, modifications, alterations will form part
of the RFP.
We hereby acknowledge and confirm having accepted that the Bank can at its absolute discretion
apply whatever criteria it deems appropriate and fit, not just limiting to those criteria set out in
the RFP, in short listing of bidders.
We confirm having met all the criteria set out for Bidders eligibility including financial
soundness. We also confirm that we are not blacklisted by any Government organization or Govt.
agency or Banks in India There is no legal action against our organization for any cause in any
legal jurisdiction which will impose restrictions to the ability of the Bidder in carrying out its
obligations under this RFP.
We confirm and warrant that key project personnel to be deployed in this project have been
sufficiently involved in similar projects in the past.
Authorized Signatory with Seal
Date:
Place:
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11
Annexure 2 Bidder Constitution and Contact Profile

Company Profile
1. Name of the Company:
2. Address of Registered Office / Head Office:
3. Phone Number (with STD Code):
4. Fax Number:
5. E-mail id:
6. Constitution (Public Ltd Co., / Pvt Ltd Co. / Partnership/ Proprietary Concern
etc.):
7. Date of Establishment:
8. Name of Chief Executive:
9. Name of Local Contact Person and Phone No at Hyderabad:
10. Location of Factory, if applicable:
11. Line of Activity:
12. Date from which the product offered in the tender are marketed:
13. Products Developed / Serviced (Attach product literature)
14. Details of Quality Certifications Obtained for the Company & its Products, such
as ISO-9001:2000 etc. (attach Photostat copies).
15. Total Number of Employees:
Authorized Signatory with Seal

Date:
Place:
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Annexure 3 Financial Details of the Company

(To be included in Technical Bid Envelope)
(In Rs in Lakhs)
Audited (A) / Provisional (P)
2012-13
(A)
2013-14
(A)
2014-15
(A/P)
Paid up Capital
Tangible Net Worth
Total Assets
Total Sales (net of excise)
PBDIT
Profit after Tax
Attach annual reports / duly audited financial statements for the latest three financial years.
Date:
Signature of Authorized Official with Seal
Place:
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Annexure 4 Bidders Support Centre at Hyderabad

Number of Offices within Andhra Pradesh:
Number of Offices within Rest of India:
Total Number of Offices:
Furnish information about Support Centers at Hyderabad and Chennai
Sl.
No.
City /
State
Date:
Address
Name of
Person
No. Of Qualified
In-charge Support Engineers &
and
their qualifications
Phone No
Whether adequate
trained Manpower,
knowledge base & stock
of spares available for
support
Place:
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14
Annexure 5 Credentials: Projects handled by bidder

(Multiple sheets to be used to provide reference site details)
Details of CRM / BA projects implemented andmaintained by the Bidder

REFERENCE SITE
DETAILS:
Organization details
Contact person details with
address, phone numbers (Land /
Hand), email id.
Details of the project
Broad outline of architecture
Platform details
Date:
Place:
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15
Annexure 6 Eligibility Criteria

S
No
5.2.1.
1
5.2.2.
2
5.2.3.
3
5.2.4.
4
5.2.5.8
5.2.6.
5.2.7.
9
5.2.8.
10
Pre-qualification Criteria
Compliance
(yes/No)
The bidder should be a government organization/ Public sector unit/

Partnership firm / Limited Company/ Private Limited Company having
its Registered Office in India. Relevant documents of the same are to be
submitted.
The Company should have been registered in India and in existence for
a minimum period of five years. Proof needs to be submitted.
The Company should be a manufacturer of the equipments or an
authorised channel partner/ authorized dealer for the equipment quoted
during the last 2 years. Proof needs to be submitted.
The OEM/authorized channel partner/dealership certification should be
in force for the current financial year. (enclose copy of letter from OEM
as per enclosed format, if the bidder is channel partner or dealer).
The bidder must have prior experience in implementation of Customer
Relationship Management (CRM) and Business Analytics (BA) in at
least one private sector / public sector bank during the last three years.
Reference sites of implementation along with the reference letters have
to be provided with details of implementation.
Annual Sales Turnover not less than Rs. 50 Crore for last 3 years
(Provide figures in Crores )
2012 - 2013
2013 - 2014
2014 - 2015
Net worth not less than Rs.5 Crore for last 3 years (Provide figures in
Crores)
2012 - 2013
2013 - 2014
2014 - 2015
Shall be Earning Profit for the last Three Years (Provide figures in
Crores)
2012 - 2013
2013 - 2014
2014 - 2015
In case the bidder company is having loss for any year out of the last 3
years, a confirmation is to be given that the current net worth is 5 crore
and above and bank may consider such bids after duly evaluating the
financial strengths of the company.
The OEM or its Indian agent on behalf of the OEM can bid but both
cannot bid simultaneously for CRM cum BA solution in the tender
The bidder must not have been black listed by any Government
organization or Govt. agency or Banks in India. (A self-declaration
signed by the authorized Signatory to be enclosed)..
Date:
Place:
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16
Annexure 7 Technical Specification

Sl.
No
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
Specification
Compliance
Y/N
360 Degree Customer View

The solution should have the ability to provide a comprehensive 360 view of
the Customer in one screen.
The total product holding (liabilities, assets, credit card, insurance) with
account number should be made available.
It should provide details of all Activities (both historical and planned).
List of e-channel status (Internet Banking, ATM Chanel Usage, Mobile
Banking etc.)
List of new sales in progress (Current lead progress etc)
List of complaints and service requests with status. It should have details of
all pending and resolved Service Requests & Complaints.
Drill down on customer to see the details.
Demographic Profile information of the Customers like age, gender, marriage
status, nationality (NRI), state, income, etc.).
Ability to maintain Customer Segment information including segment and
segment attributes, Wallet Share etc.
Provide the ability to search the customer with advanced search function on
fields such as his customer identification number, name, date of birth etc., for
all interactions which involve sales and service transactions.
Ability to maintain individuals or corporate customers who have been
identified by the bank as prospects or potential target customers, who may
not have any previous business with the bank.
Ability to convert a Lead into a Customer without re-entering the customer
information captured during the prospecting stage.
The application should be configured to fetch / load all customer / Account
and transaction information from different application based on client
id/contract/application number.
The application should be configured to improve the up-selling and/or crossselling, which are right now time consuming since users need to go to
different applications / website for speedy promotions.
View of Customer relationships with others within the CRM system
Graphical indication of customer profile completeness and ability to provide
users with quick access to capture additional customer data through the
system.
Ability to the banks administrators to define the various profile
completeness measures from time to time based on banks marketing
strategy.
Ability of the product to categorize the contact association type (i.e.
employee, partner, customer, vendors etc.) by picking from a drop down list
Ability to do data validations (like 10 digits in a mobile number, email, PAN
number.)
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20
1
2
4
5
6
7
8
9
2
3
4
5
6
7
8
9
For corporate customers, supports business plan tracking, the system should
be able to capture their financial reports.
System provides the ability to attach financial statements of corporate
customers.
Complaints Management
The solution should have ability to log and track complaints through their
lifecycle.
The solution should have ability to capture service request including Service
Request category/types, Service Request sub-category/sub-types (including
validation), Service Request severity, Service request description, Requestor
information (Name, department, phone number).
The solution should have ability to easily implement best practice
complaints-handling processes. Automatic rule based assignment of cases
based on type of complaint, product, department and skill.
Tracking of complaints and activities in real-time, from initial capture
through to closure.
Enforcement of compliance to best-practice processes same as above. Drives
cases through to completion using workflow, alerting and escalation.
Ability to track complaints and define TAT (Turn Around Time) for each
step of resolution. The solution should be able to maintain an Integrated
knowledge base.
Ability to automate the banks complaint handling procedures, providing predefined steps and responsibilities to aid the overall process.
Ability for management to analyse complaints by category, status,
department, assignee, date raised, criticality, etc.
Bank has existing PGRS ( Public Grievance Redressal system). All the
complaint logged on PGRS should be brought to this system through upload
of data.
Lead / Product Sales Management
Ability to capture the leads through various channels like Call center, Branch,
Email, SMS, Website, Social Networking sites etc. Ability to track all
information of leads from creation to closing using a systematic sales
process.
Ability to distribute and assign leads based on rules to branches / Zonal
Offices.
Ability to monitor leads to provide automatic alert, escalation or
reassignment if the users who own that leads do not take action within a
specified time frame.
Ability to define TAT (Turn Around time) for different stages of lead
processing
Automatically flag leads if already escalated to allow supervisors to see how
many leads were actioned.
Ability to have full visibility on the progress/stages of different leads
Ability for the users to know the number of days since the last stage change
of a lead.
Ability to support the creation of product knowledge base that can be used by
users.
Ability to provide support for setting up communication templates to be used
by users.
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10
11
12
13
14
15
16
17
18
Ability to send reminders or notifications if a lead has breached the TAT for
stage transitions.
Ability to capture lead win loss reasons in the system
Ability to support the definition of different processes for retail leads and
corporate leads.
Ability to support pre-configured lead related reports.
Ability to provide the managers with dashboards that provide them an
overview of their teams performance.
Ability to support query builder for any ad hoc reporting requirement
Ability to reconcile the leads with the core systems once a lead is closed.
Ability to support quick queries that can provide the user with the list of leads
that are ready for reconciliation
Ability to send SMS/email alerts to customers if need be during process
Transition
Business Analytics:
Sl. Specification
No
Compliance
Y/N
Requirement Gathering
3
4
5
The bidder has to Interact with business teams, gather, and finalize
functional requirements for each of the analytical areas and models
identified.
Formulate analytical problems and hypothesis based on business and
process insights. Incorporate global best practices while defining
requirements
Document business processes to identify key steps where analytics
could be embedded
Perform detailed systems analysis and undertake data discovery and
prepare data requirements document.
The current functional requirements are from Personal banking, home
loan, NRI business, Mid-corporate group, SME, Agriculture etc. There
may be additional requirements and this will be informed to
theSIidentified. Based on the roadmap SIwill gather requirement from
different departments during each phase.
Building the model
Data Preparation includes, Loading data from identified sources in the

analytical data mart and prepare data for supporting analytical and
statistical model implementation. Variable selection, derivation and
validation
Model Building includes Selection of probable models, verify model
assumptions and selection of estimation methods. Develop information
delivery framework leveraging analytical reports, dashboards, and
alerts.
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During the requirement gathering and model building phase, the bidder
should dedicate a subject matter expert with a minimum of 15 years
experience in banking industry and sufficient exposure on Business
analytics to interact with various departments at Bank Head office
Hyderabad and complete the task to the satisfaction of the
departments.
Validate & Deploy
Validate model and check goodness of fit (ROC, Lift Curves) based on
defined framework. Test other aspects (Unit Testing, , UAT, PostDeployment testing, QA testing).Document validation and testing
criteria and steps which includes providing statistical insights of
analysis results
Modification/ Recalibration includes fixing bugs found during testing.
Modify solution based on user feedback and Subsequent testing of
revised solutions
Handover and Support
All relevant codes, manuals testing documentation to be handed over

to Bank team. The bidder should provide post implementation support
to the Banks Analytics team for 5 years.
The SIhas to submit a detailed project management plan at the start of
the project and at regular intervals should send status reports. The
frequency of the status reports and status meetings will be as per
discretion of the bank.
Reporting Requirements
The bidder has to develop reports (ad-hoc, analytical, tabular,

dashboards, and alerts) as an information delivery mechanism to the
business users. Results generated will be made available to the users
based on their roles and needs. The layout and format of the reports
should be in a form consumable by the information consumers and as
approved by the Bank. The users should also be able to do basic
activities such as sorting, filtering, slicing, dicing and drill down.
Date:
Place:
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Annexure 8 - Query Format

RFP for implementation and maintenance of
CRM and BA application
To be emailed to:
Name of Organization
submitting request
Request for Clarification
Assistant General Manager

email id given in the schedule
Name & position of person
submitting request
Full formal address of the

organization including phone,
fax and email points of contact
Tel:
Fax:
Email:
Section / Page No.
Date:
RFP Terms
Query description
Place:
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Annexure 9 - Non Disclosure Agreement Format
(To be included in Technical Bid)

Strictly Private and Confidential
To,
The General Manager,
Andhra Bank,
Cyber Gateway, HitecCity,
Hyderabad.
Dear Sir,
Date:
RFP ref no. No:666/35/2015-16/RFP/ dated 16/09/2015

Confidentiality Undertaking
We acknowledge that during the course of the Engagement for Implementation and maintenance
of CRM and BA applicationas per Bank's requirements and Providing Facility Management
services we shall have access to and be entrusted with Confidential Information. In this letter,
the phrase "Confidential Information" shall mean information (whether of a commercial,
technical, scientific, operational, administrative, financial, marketing, business, or intellectual
property nature or otherwise), whether oral or written, relating to Andhra Bank and its business
that is provided to us pursuant to this Agreement.
In consideration of the bank making Confidential Information available to us, we agree to the
terms set out below:
1. We shall treat all Confidential Information as strictly private and confidential and take all
steps necessary (including but not limited to those required by this Agreement) to
preserve such confidentiality.
2. We shall use the Confidential Information solely for the preparation of the Engagement
and not for any other purpose.
3. We shall not disclose any Confidential Information to any other person or firm.
4. We shall not disclose or divulge any of the Confidential Information directly or indirectly
to any other client of ours.
5. We shall seek the banks prior written consent to disclose the information, except in cases
where such disclosure is required by any rule or requirement of law or any regulatory
authority with which we are bound to comply
6. This Agreement shall not prohibit disclosure of Confidential Information:
i.
To our employees who need to know such Confidential Information to assist with
the Engagement and in the review processes
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ii.
To our professional advisers for the purposes of our seeking advice. Such
professional advisors will be informed of the need to keep the information
confidential.
7. This Agreement shall not apply to Confidential Information that:
i.
Is in the public domain at the time it is acquired by us
ii.
Enters the public domain after that, otherwise than as a result of unauthorized
disclosure by us
iii.
Is independently developed by us.
8. This Confidentiality Agreement shall continue for two years after the completion of the
engagement unless and to the extent that the bank may release it in writing.
9. We acknowledge that the Confidential Information will not form the basis of any contract
between the bank and us.
10. We warrant that we are acting as principal in this matter and not as agent or broker for
any person, company, or firm.
11. We acknowledge that no failure or delay by the bank in exercising any right, power, or
privilege under this Agreement shall operate as a waiver thereof, nor shall any single or
partial exercise thereof or the exercise of any other right, power, or privilege.
12. This Agreement shall be governed by and construed in accordance with Indian laws and
any dispute arising from it shall be subject to the exclusive jurisdiction of the Indian
courts.
We have read this Confidentiality Undertaking carefully and confirm our agreement with its
terms.
With kind regards
Yours sincerely
Authorised Signatory:
Name:
Title/position:
Date:
Company Seal:
Duly authorised for and on behalf of
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19

To,
Date:
The General Manager,

Andhra Bank,
Cyber Gateway, Hitec City,
Hyderabad.
Dear Sir,
RFP ref no. No: 666/35/2015-16/RFP/ dated 16/09/2015
This is to certify that the software ..is free of malware at the time of sale,
free of any obvious bugs, and free of any covert channels in the code (of the version of the
application being delivered as well as any subsequent versions/modifications done)
Yours sincerely
(Authorized Signature with company stamp)
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Annexure 10 - Format of Bank Guarantee (for EMD)

To
Andhra Bank
Block-D, III Floor, Cyber Gateway, Madhapur
Hyderabad.
Dear Sirs,
In response to your invitation to respond to your RFP reference No. ________________
, addressed to ___________________ having their registered office at _____________
(hereinafter called the Bidder) wish to respond to the said Request for Proposal (RFP)
for self and other associated Bidders and submit the proposal for implementation and maintenance
of CRM and BA applicationlisted in the RFP document.
Whereas the Bidder has submitted the proposal in response to RFP, we, the
____________ Bank having our head office ________________ hereby irrevocably
guarantee an amount of Rs. ______ Lakhs (Rupees ____________ only) as bid security
as required to be submitted by the Bidder as a condition for participation in the said
process of RFP.
The Bid security for which this guarantee is given is liable to be enforced/ invoked:
1) If the Bidder withdraws his proposal during the period of the proposal validity; or
2) If the Bidder, having been notified of the acceptance of its proposal by the Bank
during the period of the validity of the proposal fails or refuses to enter into the
contract in accordance with the Terms and Conditionsof the RFP or the terms and
conditions mutually agreed subsequently.
We undertake to pay immediately on demand to Andhra Bank the said amount of Rupees
________________ without any reservation, protest, demur, or recourse. The said
guarantee is liable to be invoked/ enforced on the happening of the contingencies as
mentioned above and also in the RFP document and we shall pay the amount on any
Demand made by Andhra Bank which shall be conclusive and binding on us irrespective
of any dispute or difference raised by the Bidder.
Notwithstanding anything contained herein:
1) Our liability under this Bank guarantee shall not exceed Rs. ________ Lakhs
(Rupees __________ only).
2) This Bank guarantee will be valid up to __________________; and
3) We are liable to pay the guarantee amount or any part thereof under this Bank
guarantee only upon service of a written claim or demand by you on or before
________________.
In witness whereof the Bank, through the authorized officer has sets its hand and stamp
on this _______________ day of __________________ at _________________.
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Annexure 11 - Technical Evaluation Procedure

The maximum score in the technical evaluation is 100 ( as given in the table - Scoring Pattern)
At a minimum, the following parameters will be considered for evaluation
Desktop evaluation for following components:
-
Reference details i.e.CRM and BA implementation experience.
Design document.
Support Team Strength.
Bidders are required to score a minimum of 75 in the technical evaluation to be considered for
The bidder shall provide references (including Referee names and contact details) and a
documented project management methodology in respect of major projects as stated.
The bids will be technically evaluated based on the data provided by the Bidder as a part of the
response in addition to all the assertions provided.
Scoring Pattern:
Scoring Parameter
Desktop evaluation Component I - based on the previous experience of the
bidder on implementation of CRM in private sector / public sector banks
Desktop evaluation Component II - based on the previous experience of the
bidder on implementation of BA in private sector / public sector banks
Desktop evaluation Component III - based on the design document
submitted by the bidder duly considering the scope of work.
Desktop evaluation Component IV - based on proposal
submitted by the Bidder duly considering the sizing of servers, storage,
SAN switch, tape library, rack etc
Bidders presentation
Reference site visit
Total
Marks
10
10
20
20
20
20
100
Total Technical Bid Score:

-
The total technical bid score would be sum of the scores obtained by the Bidder in each
of the above categories.
Only the bidders who qualify the technical evaluation criteria will be considered for
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Annexure 12 PRE CONTRACT INTEGRITY PACT
General
This pre-bid pre-contract Agreement (hereinafter called the Integrity Pact) is made
on____________ day of the month of _______________ 20__, between, on one hand,
Andhra Bank, a Government of India Undertakingconstituted under the Banking Companies
(Acquisition and Transfer of Undertakings) Act 1980 represented by Shri.
________________,
(Designation of the Officer), (hereinafter called the 'BUYER', which expression shall mean
and
include,
unless
the
context
otherwise
requires, his successors in office and assigns) of the First Part and M/s.
____________________ represented by Shri.___________________________, Chief
Executive Officer (hereinafter called the "BIDDER/SELLER" which expression shall
mean and include, unless the context otherwise requires, his successors and permitted
assigns) of the Second Part.
WHEREAS the 'BUYER' has invited bids for the ______________ and the BIDDER/SELLER
is submitting his bid for the same and
WHEREAS the BIDDER is a Private Limited company/Public Limited
company/Government
undertaking/registered
partnership firm/
constituted
in
accordance with the relevant law in the matter and the 'BUYER' is Andhra Bank.
NOW, THEREFORE,
To avoid all forms of corruption by following a system that is fair, transparent and free from any
influence/prejudiced dealings prior to, during and subsequent to the currency of the contract to be
entered into with a view to:Enabling
the
BUYER
to
obtain
the
desired said equipment/ services/
works at a competitive price in conformity with the defined specifications by avoiding the high
cost and the distortionary impact of corruption on public procurement, and
Enabling BIDDERS to abstain from bribing or indulging in any corrupt practice in order
to secure the contract by providing assurance to them that their competitors will also
abstain from bribing and other corrupt practices and the 'BUYER' will
commit to prevent corruption, in any form, by its officials by following transparent
procedures.
The parties hereto hereby agree to enter into this Integrity Pact and agree as follows:
Commitments of the 'BUYER'
1.1 The 'BUYER' undertakes that no official of the 'BUYER', connected directly or indirectly
with the contract, will demand, take a promise for or accept,
directly
or
through
intermediaries, any bribe, consideration, gift, reward, favor or any material or immaterial
benefit or any other advantage from the BIDDER, either for themselves or for any person,
organization or third party related
to the contract in exchange for an advantage in the bidding
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Andhra Bank
Dec 2015
process, bid evaluation, contracting or implementation process related to the contract.
1.2 The 'BUYER' will, during the pre-contract stage, treat all BIDDERS alike
and
will
provide to all BIDDERS the same information and will not provide any
such information to
any particular BIDDER which could afford an advantage to that
particular BIDDER in
comparison to other BIDDERS.
1.3 All the officials of the 'BUYER' will report to the appropriate Government office
any attempted or completed breaches of the above commitments as well as any
substantial suspicion of such a breach.
2.
In case any such preceding misconduct on the part of such official(s) is reported by
the BIDDER to the 'BUYER' with full and verifiable facts and the same
is
prima
facie found to be correct by the 'BUYER' necessary disciplinary proceedings, or any other
action as deemed fit, including criminal proceedings may be initiated by the 'BUYER' and
such a person shall be debarred from further dealings related-to the contract process. In such a
case while an enquiry is being conducted by the 'BUYER' the proceedings under the contract
would not be stalled.
Commitments of BIDDERS
3. The BIDDER commits itself to take all measures necessary to prevent corrupt practices,
unfair means and illegal activities during any stage of its bid or during any pre-contract or postcontract stage in order to secure the contract or in furtherance to secure it and in particular
commit itself to the following:3.1
The BIDDER will not offer, directly or through intermediaries, any bribe, gift,
consideration, reward, favor, any material or immaterial benefit or other
advantage, commission, fees, brokerage or inducement to any official of the
'BUYER' connected directly or indirectly with the bidding process, or
to any person, organization or third party related to the contract in exchange for
any advantage in the bidding, evaluation, contracting and implementation of the
contract.
3.2
The BIDDER further undertakes that it has not given, offered or promised to give,
directly or indirectly any bribe, gift, consideration, reward, favor, any material or immaterial
benefit or other advantage, commission, fees, brokerage or inducement to any official
of the 'BUYER' or otherwise in procuring the Contract or forbearing to do or having done
any act in relation to the obtaining or execution of the contract or any other contract with
the Government for showing or forbearing to show favor or disfavor to any person in relation to
the contract or any other contract with the Government.
3.3* BIDDERS shall disclose the name and address of agents and representatives and Indian
BIDDERS shall disclose their foreign principals or associates.
3.4* BIDDERS shall disclose the payments to be made by them to agents/brokers or
other intermediary, in connection with this bid/contract.
3.5* The BIDDER further confirms and declares to the 'BUYER' that the
not engaged any individual or firm or company whether Indian or foreign
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any
BIDDER has
to intercede,
58
Andhra Bank
Dec 2015
facilitate or in any way to recommend to the BUYER or any of its functionaries, whether
officially or unofficially to the award of the contract to the BIDDER, nor has any amount been
paid, promised or intended to be paid to
any such individual, firm or company in respect
of any such intercession,
facilitation or recommendation.
3.6
The BIDDER, either while presenting the bid or during pre-contract negotiations or
before signing the contract, shall disclose any payments he has made, is committed to or
intends to make to officials of the 'BUYER' or their family members, agents, brokers or any
other intermediaries in connection with the contract and the details of services agreed upon for
such payments.
3.7
The BIDDER will not collude with other parties interested in the contract to impair the
transparency, fairness and progress of the bidding process, bid evaluation, contracting and
implementation of the contract.
3.8
The BIDDER will not accept any advantage in exchange for any corrupt practice, unfair
means and illegal activities.
3.9
The BIDDER shall not use improperly, for purposes of competition or personal gain,
or pass on to others, any information provided by the 'BUYER' as part of the business
relationship, regarding plans, technical proposals and business details, including information
contained in any electronic data carrier. The BIDDER also undertakes to exercise due and
adequate care lest any such information is divulged.
3.10
The BIDDER commits to refrain from giving any complaint directly or through any
other manner without supporting it with full and verifiable facts.
3.11
The BIDDER shall not instigate or cause to instigate any third person to commit
any of the actions mentioned above.
3.12
If the BIDDER or any employee of the BIDDER or any person acting on behalf of
the BIDDER, either directly or indirectly, is a relative of any of the officers of the
'BUYER' or alternatively, if any relative of an officer of the 'BUYER'
has
financial interest/stake in the BIDDER's firm, the same shall be disclosed by the BIDDER at the
time of filing of tender.
The term 'relative' for this purpose would be as defined in Section 6 of the Companies Act
1956.
3.13
The BIDDER shall not lend to or borrow any money from or enter into any
monetary dealings or transactions, directly or indirectly, with any employee of the
'BUYER'.
4. Previous Transgression
4.1
The BIDDER declares that no previous transgression occurred in the last three years
immediately before signing of this Integrity Pact, with any other company in any country in
respect of any corrupt practices envisaged hereunder or with any Public Sector Enterprise in
India or any Government Department in India that could justify bidder's exclusion from the
tender process.
Confidential
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Andhra Bank
Dec 2015
4.2
The BIDDER agrees that if it makes incorrect statement on this subject, BIDDER can
be disqualified from the tender process or the contract, if already awarded, can be terminated
for such reason.
5. Earnest Money (Security Deposit)
5.1
While submitting commercial bid, the BIDDER shall deposit an amount ____ (to be
specified in Bid Document) as Earnest Money/Security Deposit, with the 'BUYER' through
any of the following instruments:
(i)
(ii)
(iii)
Bank Draft or a Pay Order in favor of _______

A confirmed guarantee by an Indian Nationalized Bank, promising
payment of the guaranteed sum to the 'BUYER' on demand within 3 working
days without any demur whatsoever and without seeking any reasons
whatsoever. The demand for payment by the 'BUYER' shall be treated as
conclusive proof of payment.
Any other mode or through any other instrument (to be specified in the Bid
Document).
5.2 The Earnest Money/Security Deposit shall be valid up to a period of ______ months or
the complete conclusion of the contractual obligations to the complete satisfaction of both the
BIDDER and the BUYER, including warranty period, whichever is later.
5.3In case of the successful BIDDER a clause would also be incorporated in the Article
pertaining to Performance Bond in the Purchase Contract that the provisions of Sanctions
for violation shall be applicable for forfeiture of Performance Bond in case of a decision
by the BUYER to forfeit the same without assigning any reason for imposing sanction for
violation of this Pact.
5.4 No interest shall be payable by the 'BUYER' to the BIDDER on Earnest Money/ Security
Deposit for the period of its currency.
6. Sanctions for Violations
6.1
Any breach of the aforesaid provisions by the BIDDER or any one employed by it or
acting on its behalf (whether with or without the knowledge of the BIDDER) shall entitle the
'BUYER' to take all or any one of the following actions, wherever required:(i) To immediately call off the pre contract negotiations without assigning any reason
or giving any compensation to the BIDDER. However, the proceedings with the other
BIDDER(s) would continue.
(ii) The Earnest Money Deposit
(in pre-contract stage) and/or Security
Deposit/Performance Bond (after the contract is signed) shall stand forfeited either
fully or partially, as decided by the 'BUYER' and the 'BUYER' shall not be required to
assign any reason therefore.
(iii) To immediately cancel the contract, if already signed, without giving any
compensation to the BIDDER.
Confidential
60
Andhra Bank
Dec 2015
(iv) To recover all sums already paid by the BUYER, and in case of an Indian
BIDDER with interest thereon at 2% higher than the prevailing Prime Lending
Rate of State Bank of India, while in case of a BIDDER from a country other than India
with interest thereon at 2% higher than the LIBOR. If any outstanding payment is
due to the BIDDER from the BUYER in connection with any other contract, such
outstanding payment could also be utilized to recover the aforesaid sum and interest.
(v) To encash the advance bank guarantee and performance bond/warranty bond, if
furnished by the BIDDER, in order to recover the payments, already made by the
BUYER, along with interest.
(vi) To cancel all or any other Contracts with the BIDDER. The BIDDER shall, be
liable to pay compensation for any loss or damage to the 'BUYER'
resulting from such cancellation/rescission and the 'BUYER' shall
be entitled to deduct the amount so payable from the money(s) due to the
BIDDER.
(vii)To debar the BIDDER from participating in future bidding processes of the
Government of India for a minimum period of five years, which may be further
extended at the discretion of the 'BUYER.
(viii) In cases where irrevocable Letters of Credit have been received in respect
of any contract signed by the BUYER with the BIDDER, the same shall not be
opened.
(ix) To recover all sums paid in violation of this Pact by BIDDER(s) to any
middleman or agent or broker with a view to securing the contract.
(x) Forfeiture of Performance Guarantee in case of a decision by the 'BUYER' to forfeit
the same without assigning any reason for imposing sanction for violation of this Pact.
6.2
The 'BUYER' will be entitled to take all or any of the actions mentioned at para
6.1(i) to (x) of this Pact also on the Commission by the BIDDER or any one employed
by it or acting on its behalf (whether with or without the knowledge of the BIDDER), of an
offence as defined in Chapter IX of the Indian Penal code, 1860 or Prevention of Corruption
Act, 1988 or any other statute enacted for prevention of corruption.
6.3
The decision of the 'BUYER' to the effect that a breach of the provisions of this
Pact has been committed by the BIDDER shall be final and conclusive on the BIDDER.
However, the BIDDER can approach the Independent Monitor(s) appointed for the
purposes of this Pact.
7. Fall Clause
7.1
The BIDDER undertakes that it has not supplied/is not supplying similar Product/
systems or subsystems at a price lower than that offered in the present bid in respect of any other
Ministry / Department of the Government of India or PSU and if it is found at any
stage that similar project was performed by the BIDDER to any other
Ministry/Department of the Government of India or a PSU at a lower price, then
that very price, with due allowance for elapsed time, will be applicable to the
present case and the difference in the cost would be refunded by the BIDDER to
Confidential
61
Andhra Bank
Dec 2015
the 'BUYER', if the contract has already been concluded.

8. Independent Monitors
8.1
The 'BUYER' shall appoint Independent Monitors (hereinafter referred to as
Monitors) for this Pact in consultation with the Central Vigilance Commission.
8.2
The task of the Monitors shall be to review independently and objectively,
whether and to what extent the parties comply with the obligations under this
Pact.
8.3
The Monitors shall not be subject to instructions by the representatives of the
parties and perform their functions neutrally and independently.
8.4
Both the parties accept that the Monitors have the right to access all the
documents relating to the project/procurement, including minutes of meetings.
8.5
As soon as the Monitor notices, or has reason to believe, a violation of this Pact,
he will so inform the Authority designated by the BUYER,
8.6
The BIDDER(s) accepts that the Monitor has the right to access without
restriction
to
all
Project
documentation
of
the
BUYER,
including
that provided by the BIDDER. The BIDDER will also grant the Monitor, upon
his request and demonstration of a valid interest, unrestricted and
unconditional access to his project documentation. The same is applicable to
Subcontractors. The Monitor shall be under contractual obligation to treat the
information
and
documents
of
the
BIDDER/Subcontractor(s)
with
confidentiality.
8.7
The BUYER 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 parties. The parties will offer to the Monitor the option
to
participate
in
such
meetings.
8.8
The Monitor will submit a written report to the designated Authority of BUYER
within 8 to 10 weeks from the date of reference or intimation to him by the BUYER/
BIDDER and, should the occasion arise, submit proposals for correcting problematic
situations.
9. Facilitation of Investigation
In case of any allegation of violation of any provisions of this pact or payment of
commission, the BUYER or its agencies shall be entitled to examine all the documents
including the Books of Accounts of the BIDDER and the BIDDER shall provide necessary
information and documents in English and shall extend all possible help for the purpose of such
examination.
10. Law and Place of Jurisdiction
This Pact is subject to Indian Law.' The place of performance and jurisdiction is the
seat of the BUYER
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Andhra Bank
Dec 2015
11. Other Legal Actions

The actions stipulated in this Integrity Pact are without prejudice to any other legal
action that may follow in accordance with the provisions of the extant law in force relating to
any civil or criminal proceedings.
12. Validity
12.1
The validity of this Integrity Pact shall be from date of its signing and extend
up to 5 years or the complete execution of the contract to the satisfaction of
both the BUYER and the BIDDER/SELLER, including warranty
period, whichever is later. In case BIDDER is unsuccessful, this Integrity Pact
shall expire after six months from the date of the signing of the contract.
12.2
Should one or several provisions of this Pact turn out to be invalid; the
remainder of this Pact shall remain valid. In this case, the parties will strive to come
to an agreement to their original intentions.
13. The parties hereby sign this Integrity Pact at Hyderabad on________
BUYER
BIDDER.
Name of the Officer.

OFFICER
Designation
Andhra Bank
CHIEF EXECUTIVE
Witness
1. ________________
2. _________________
Witness
1.___________________
2.___________________,
Confidential
63
Andhra Bank
Dec 2015
23
Form 1 - Commercial Bidundertaking letter

To:
Andhra Bank, DIT, HO
Hyderabad.
Date :
Dear Sir,
Reg: Request For Proposal for implementation and maintenance of CRM and BA
applicationas per Bank's requirements.
Having examined the Bidding Documents, the receipt of which is hereby duly
acknowledged, we, the undersigned, offer to carryout implementation and maintenance
of CRM and BA application, in conformity with the said Bidding documents for the sum
of .. (Rs.
) or such other
sums as may be ascertained in accordance with the Schedule of Prices attached herewith
and made part of this Bid.
We undertake, if our Bid is accepted, for implementation and maintenance of CRM and
BA applicationas specified in the Schedule of Requirements / purchase orders issued from
time to time.
If our Bid is accepted, we will obtain the guarantee of a bank in a sum equivalent to
prescribed percent of the each of Purchase Order Price, placed on us, for the due
performance of the Contract in the form prescribed by the Bank.
We agree to abide by the Bid and the rates quoted therein for the orders awarded by the
Bank up to the period prescribed in the Bid which shall remain binding upon us.
Until a formal contract is prepared and executed, this Bid, together with your written
acceptance thereof and your notification of award, shall constitute a binding Contract
between us.
We undertake that, in competing for (and, if the award is made to us, in executing) the
above contract, we will strictly observe the laws against fraud and corruption in force in
India namely "Prevention of Corruption Act 1988".
We understand that you are not bound to accept the lowest or any Bid you may receive.
Dated this Day of..2016.
(Authorised Signatory)
(Name, Designation, seal of the company)
Duly authorized to sign Bid for and on behalf of the company
Confidential
64
Andhra Bank
Dec 2015
24 Form 2 Commercial
Bid: Format for Submitting Pricing Bid
Hardware / Software and Implementation Charges
Qty
SL
N
O
Bank Ref code
Servers
SAN Switch
SAN Storage
Backup Software
Tape Library
Rack ( 600 x 1000 with dual

power sockets).
CRM application software
BA application software
Make
Model
(A)
Confidential
Unit price
excluding
taxes with
comprehens
ive onsite
warranty for
1 year
(Rs.)(B)
Unit price
including
taxes with
comprehens
ive onsite
warranty for
1 year
(Rs.).( C )
Comprehen
sive unit
onsite
AMC/ATS
for 4 years
including
taxes
( D ) (Rs.)
Total
Charges.
E = (C+D)
x A (Rs.)
Andhra Bank
Dec 2015
Operating systems required for

the entire setup
10
Database, middleware if any

required
11
Operational
licenses *
12
Business
licenses *
13
One
time
charges
14
Customization charges for CRM
man day
100
XXXX
15
Customization charges for BA
man day
100
XXXX
CRM
client
500
Analytics
client
50
implementation
Total Hardware, Software

and Implementation Charges
[A]
Confidential
Andhra Bank
Dec 2015
Facility Management charges :
Year 1
Sl.
No
Description
Qty
Application support
Operational Customer
Relationship
Management - General
shift - 10.AM to 6.00 PM
6 days a week
Year 2
Year 3
Year 4
Year 5
Charge
s
excludi
ng
taxes
Charge
s
includi
ng
taxes
Charge
s
excludi
ng
taxes
Charge
s
includi
ng
taxes
Charge
s
excludi
ng
taxes
Charge
s
excludi
ng
taxes
Charge
s
excludi
ng
taxes
Charge
s
includi
ng
taxes
Charge
s
excludi
ng
taxes
Charge
s
includi
ng
taxes
XXXX
XXXX
XXXX
XXXX
XXXX
XXXX
XXXX
XXXX
XXXX
XXXX
Total
charges
includi
ng
taxes
for five
years
(Rs.)
Tax %
Application support
Business Analytics General shift - 10.AM to
6.00 PM 6 days a week
Total Facility
Management charges
[B]
Confidential
XX
XXX
Andhra Bank
Dec 2015
Hardware / Software and Implementation Charges for DR Setup ( Optional item )
Qty
SL
N
O
Bank Ref code
Servers
SAN Switch
SAN Storage
Backup Software
Tape Library
Rack ( 600 x 1000 with dual

power sockets).
CRM application software
BA application software
Make
Model
(A)
Confidential
Unit price
excluding
taxes with
comprehens
ive onsite
warranty for
1 year
(Rs.)(B)
Unit price
including
taxes with
comprehens
ive onsite
warranty for
1 year
(Rs.).( C )
Comprehen
sive unit
onsite
AMC/ATS
for 4 years
including
taxes
( D ) (Rs.)
Total
Charges.
E = (C+D)
x A (Rs.)
Andhra Bank
Dec 2015
Operating systems required for

the entire setup
10
Database, middleware if any

required
11
One
time
charges
implementation
Total Hardware, Software

and Implementation Charges
DR setup [C]
Total Cost of Ownership TCO
Sl.
No
1
2
3
Description
Total charges
including taxes
Hardware, Software and Implementation

Charges [A]
Facility Management charges [B]
Hardware / Software and Implementation
Charges for DR Setup ( Optional item ) [C]
Total Cost of Ownership (TCO)
* The price quoted for the license should be valid for the next five years and bank will have the right to buy additional licenses as
per the requirement of the bank.
Confidential
Andhra Bank
Dec 2015
Optional Items:
Price
excluding
taxes with
warranty
for 1 year
(Rs.) (A)
SL
N
O
Bank Ref code
Operational CRM clients Enterprise license
Business Analytics client

Enterprise license
Price
including
taxes with
warranty for
1 year
(Rs.). ( B )
Comprehen
sive ATS
for 4 years
including
taxes
( C ) (Rs.)
Total
Charges.
D = (B+C)
(Rs.)
Total
Bidder to note that price bid should be submitted in this format only and all fields should be properly filled.
Date:
Place:
-: End of Document:-
Confidential

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Andhra Bank

(A Government of India Undertaking)

Request For Proposal for implementation

Pre bid meeting

Last Date for Banks response to

E-mailaddress for communication

Service Levels and Penalties

Purpose and Objectives of SLA

Right to change criteria

Technical Bid Organization and Formats

General terms and conditions

Annexure 1 Compliance Certificate

Annexure 2 Bidder Constitution and Contact Profile

Annexure 3 Financial Details of the Company

Annexure 4 Bidders Support Centre at Hyderabad

Annexure 5 Credentials: Projects handled by bidder

Annexure 6 Eligibility Criteria

Annexure 7 Technical Specification

Annexure 8 - Query Format

Annexure 9 - Non Disclosure Agreement Format

Application Integrity statement from OEM

Annexure 10 - Format of Bank Guarantee (for EMD)

Annexure 11 - Technical Evaluation Procedure

Annexure 12 PRE CONTRACT INTEGRITY PACT

Form 1 - Commercial Bidundertaking letter

Form 2 Commercial Bid: Format for Submitting Pricing Bid 1

Andhra Bank (http://www.andhrabank.in) has its history parallel to Indias freedom

About this Request for Proposal (RFP)

Operational Customer Relationship Management (OCRM):

360 Degree Customer View

List of new sales in progress (Current lead progress etc)

Drill down on customer to see the details.

System provides the ability to attach financial statements of corporate customers.

Enforcement of compliance to best-practice processes same as above. Drives cases through to

Lead / Product Sales Management

Ability to provide support for setting up communication templates to be used by users.

Ability to capture lead win loss reasons in the system

Ability to support pre-configured lead related reports.

Ability to support query builder for any ad hoc reporting requirement

Ability to send SMS/email alerts to customers if need be during process Transition

Building the model

Validate & Deploy

Handover and Support

Customer Churn Prediction is a customer retention strategy

3 Cross Sell Analytics:

Identifying the potential segments for cross sell opportunities,

Identifying up sell opportunities based on customers buying

Post mortem analysis on default/NPA cause, factoring it back

7 Customer Life Time

Using analytics to identify product penetration across

Identifying return on marketing and campaign activities.

Identify the channels that provide maximum profits by

Analyzing performance of branches to focus on branches

Identify the customers that provide maximum profits by

14 ATM and Branch

16 Win Back Modeling

Product Profitability Analytics; Appropriate Cost allocation

Cluster analysis for assessing and reducing the concentration

18 Spend Analytics (for

Based on past spends using analytics to identify areas of

19 ATM and Branch

Based on the collection pattern of the various loans, analytics

The SI will undertake to incorporate changes/modifications in software solution warranted on