business intelligence in banking

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UNION BANK OF INDIA

REQUEST FOR PROPOSAL (RFP)

ENTERPRISE DATA WAREHOUSE, OPERATIONAL and Analytical CRM SOLUTION

Commencement of issue of RFPs : 24.02.2011 1100 Hours Pre – bid conference : 03.03.2011 1500 Hours Last date for receipt of Clarifications : 11.03.2011 1500 Hours Last date for receipt of Responses : 08.04.2011 1600 Hours Opening the technical proposals : 08.04.2011 1605 Hours Fees for RFP document (non-refundable) : Rs. 25,000 Bid Security : Rs. 200.00 lakhs

NOTE: This document contains 299 pages including this cover page.

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Table of Contents

1 INTRODUCTION........................................................................ 5 2 GLOSSARY.............................................................................. 7 3 SCOPE OF WORK...................................................................... 9

3.1. Project Team Structure........................................................15 3.2. Details of Applications in Scope ..............................................17

4 ELIGIBILITY CRITERIA .............................................................. 20 5 EARNEST MONEY DEPOSIT ........................................................ 25 6 COST OF RFP ........................................................................ 26 7 WORK CRITERIA ..................................................................... 27 8 PROJECT REQUIREMENTS ......................................................... 28

8.1. Functional Requirements ......................................................28 8.2. Technical Requirement ........................................................42 8.3. Proposed Data Warehouse Environment.....................................44 8.4. Security...........................................................................45 8.5. Hardware Requirements .......................................................46 8.6. Number of Users ................................................................48 8.7. Network Requirements.........................................................48 8.8. Backup and Recovery...........................................................48 8.9. Platform installation and administration ...................................49 8.10. Updates & Upgrades..........................................................49 8.11. Disaster Recovery .............................................................49 8.12. Redundancy and High Availability..........................................49 8.13. Warranty Service..............................................................50 8.14. Onsite Support ................................................................52 8.15. Data governance ..............................................................54 8.16. Deliverables....................................................................54 8.17. Environment Set-up and configuration ....................................57 8.18. Team Requirements for UBI.................................................57 8.19. Training.........................................................................57 8.20. History Data and Archival ...................................................58

9 BID GUIDELINES ..................................................................... 59 9.1. Response to RFP.................................................................59 9.2. Technical Offer..................................................................60 9.3. Benchmarking Results for the EDW ..........................................62 9.4. Purchase Preference for PSUs ................................................62 9.5. Indicative Commercial Offer ..................................................62 9.6. Reverse Auction .................................................................63 9.7. Consortium Bids .................................................................64 9.8. Multiple Bids .....................................................................65 9.9. Clarifications of RFP............................................................65 9.10. Amendment to RFP ...........................................................65 9.11. Right to Alter Quantities.....................................................66

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9.12. No Commitment to Accept Lowest or Any Tender.......................66 9.13. RFP Ownership ................................................................66 9.14. Proposal Ownership...........................................................67 9.15. Confidentiality ................................................................67 9.16. Governing Law and Disputes ................................................67 9.17. Language of the Bid ..........................................................67 9.18. Presentation ...................................................................68 9.19. Price composition.............................................................68 9.20. Price Freezing / Repeat Orders ............................................69 9.21. Alterations or Erasures.......................................................69 9.22. Offer Validity Period .........................................................70 9.23. Teaming Agreement ..........................................................70 9.24. Evaluation Process............................................................71 9.25. Evaluation Matrix .............................................................71 9.26. Timelines for the Project Implementation ...............................87 9.27. Sizing Information for Data and Users .....................................89 9.28. Payment Terms................................................................92 9.29. Liquidated Damages ..........................................................95 9.30. Resolution of Disputes .......................................................97 9.31. Force Majeure Clause ........................................................98 9.32. Limitation of Liability ........................................................98 9.33. Response Submission .........................................................98

10 TERMS AND CONDITIONS OF THE CONTRACT ...............................100 10.1. Definitions ................................................................... 100 10.2. Interpretation ............................................................... 100 10.3. Conditions.................................................................... 101

11 APPENDIX 1 – LIST OF APPLICATIONS ........................................104 12 APPENDIX 2 – FUNCTIONAL REQUIREMENTS ................................109 13 ANNEXURE A – COVERING LETTER ............................................145 14 ANNEXURE B – SI/PSP PROFILE.................................................147 15 ANNEXURE C – DOCUMENTS FOR ELIGIBILITY CRITERIA...................148 16 ANNEXURE D – REFERENCES....................................................158

16.1. Reference Details ........................................................... 158 16.2. Accompanying Proof for the Reference ................................. 160

17 ANNEXURE E – BIO-DATA........................................................161 18 ANNEXURE F – TECHNICAL ARCHITECTURE..................................162 19 ANNEXURE G – INDICATIVE COMMERCIAL OFFER ...........................163 20 ANNEXURE H – FUNCTIONAL REQUIREMENTS MATRIX FOR EVALUATION 195

20.1. EDW Requirements ......................................................... 195 21 ANNEXURE I – FORM OF SELF AFFIDAVIT/ DECLARATION ................201 22 ANNEXURE J – LIST OF SOFTWARE / HARDWARE...........................202 23 ANNEXURE K – SOLUTION DETAILS/TECHNICAL SPECIFICATIONS .......203

23.1. EDW Features................................................................ 203 23.2. CRM Features ................................................................ 230 23.3. Platform installation and administration ............................... 257

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23.4. Warranty Services........................................................... 257 24 ANNEXURE L – IMPLEMENTATION METHODOLOGY .........................258 25 ANNEXURE M – PROJECT PLAN AND SCHEDULE ............................259 26 ANNEXURE N – TEAM COMPOSITION AND TASK ASSIGNMENT ............260 27 ANNEXURE O – BANK GUARANTEE FOR EMD ................................261 28 ANNEXURE P - BUSINESS RULES FOR REVERSE AUCTION .................264

28.1. Exhibit A – Compliance Statement ....................................... 273 28.2. Exhibit B – Letter of Authority for Participation in Reverse Auction 275

29 ANNEXURE Q – PSP PARTNERSHIP DETAILS..................................277 30 ANNEXURE R – DOCUMENTS FOR EVALUATION CRITERIA.................279 31 ANNEXURE S - PRODUCT LICENSING ..........................................298 32 ANNEXURE T - UNDERTAKING..................................................299

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1 Introduction

Union Bank of India (hereinafter referred to as ‘the Bank’) is firmly committed

to consolidating and maintaining its identity as a leading, innovative

commercial Bank, with a proactive approach to address the changing needs of

the society. This has resulted in a wide gamut of products and services, made

available to its valuable clientele in catering to the smallest of their needs.

It is one of the pioneer public sector banks, which launched Core Banking

Solution in 2002. Under this solution umbrella, all Branches and 2500+ ATMs of

the Bank have been networked, with online Tele-banking and Internet banking

facility made available to all its Core Banking Customers; individual as well as

corporate. The Bank has recently also launched it Mobile Banking Facility.

Regular banking services apart, the customer can also avail of a variety of

other value-added services like Cash Management Service, Insurance, Mutual

Funds and Demat.

Union bank of India, having its registered office in Mumbai, has more than 3054

branches and extension counters which are spread across various geographic

locations in the country.

Union Bank of India, a Public Sector Bank, invites offers from reputed System

Integrators (SI) / Principle Solution Provider (PSP) for supply of hardware,

software, implementation and support services for the following:

1. Enterprise-wide Data Warehouse (EDW) solution

2. Operational and Analytical Customer Relationship Management (CRM)

System

3. Data Quality Solution

4. Data Mining Solution

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The Project will involve supply, development/configuration, customization,

installation, implementation, integration and maintenance of all of the above

mentioned systems.

This RFP is not an offer by Union Bank of India, but an invitation to receive

response from eligible System Integrators/PSPs. No contractual obligation

whatsoever shall arise from the RFP process unless and until a formal contract

is signed and executed by duly authorized officers of Union Bank of India with

the SIs.

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2 Glossary

Sr. No. Acronym Description

1. ALM Asset Liability Management

2. AMC Annual Maintenance Cost

3. AML Anti Money Laundering

4. ATM Automated Teller Machine

5. ATS Annual Technical Support

6. BI Business Intelligence

7. BFSI Banking, Financial Services & Insurance

8. BRD Business Requirement Document

9. CDC Change Data Capture

10. CO Commercial Offer

11. CASA Current Account Savings Account

12. CBS Core Banking System

13. CRM Customer Relationship Management

14. CRR Credit Reserve Ratio

15. DIT Department of Information Technology

16. DR Disaster Recovery

17. EAI Enterprise Application Integration

18. ED Executive Director

19. EDW Enterprise-wide Data warehouse

20. EMD Earnest Money Deposit

21. ETL Extract Transform Load

22. FK/ PK Foreign Key/ Primary Key

23. GUI Graphical User Interface

24. IBD International Business Department

25. IPO Initial Public Offer

26. IPR Intellectual Property Rights

27. ISO International Standard Organization

28. IT Information Technology

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Sr. No. Acronym Description

29. LAS Lending Automation System

30. LC Letter of Credit

31. LG Letter of Guarantee 32. LAN Local Area Network

33. LDM Logical Data Model

34. MCMR Monthly Credit Monitoring Report

35. MDM Master Data Management

36. MIS Management Information System

37. NPA Non Performing Asset

38. OLAP On-line Analytical Processing

39. OS Operating System

40. PE Preliminary Eligibility

41. P&L Profit & Loss

42. PMML Predictive Model Markup Language

43. RAROC Risk Adjusted Return on Capital

44. RFP Request For Proposal

45. RO Regional Office

46. SLA Service Level Agreement

47. SME Small Medium Enterprise

48. MFTP Matched Fund Transfer Pricing Solution

49. SLR Statutory Liquidity Ratio

50. SRS System Requirement Specification

51. TAT Turn Around Time

52. TB Terabyte

53. TO Technical Offer

54. TCO Total Cost Of Ownership

55. TPC Transaction Processing Counsel

56. UAT User Acceptance Testing

57. UBI Union Bank of India

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3 Scope of Work The scope of this project is to provide the bank, an end-to-end solution for an

Enterprise Data Warehousing (EDW) solution along with Operational and

Analytical CRM, Data Quality and Data Mining solutions. The vendor would be

required to design, size, supply, deploy and manage the entire setup which

would be inclusive of the hardware, software, network, support services, AMC,

training, etc.

This RFP has been specifically designed not to restrict the scope of the

response but is an attempt to elicit the best and most feasible solution in the

marketplace.

The scope of the bid shall include the supply, delivery, installation,

support/services during transition, customization, integration, migration,

monitoring, testing, training, acceptance, documentation, warranty support

and post warranty maintenance support, if contracted, for all the solution

components including the hardware and software required for the fulfillment of

the scope below. The SI would also have to provide consultancy services to set

up a data governance cell within the Bank and establish processes for day-to-

day operations for the same.

The Scope/ Inclusions of the project include the following:

1. EDW

The Bank, proposes to create a central repository for all its analytical and non-

statutory reporting requirements as well as providing data feeds to their

current MIS and statutory reporting applications. The Bank would like to

integrate all its key source systems into the Enterprise Data Warehouse. This

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would allow the Bank to enhance their data accountability and allow for a

conformed reporting mechanism.

The details for the individual sub-systems are as below:

EDW

The EDW is expected to be the single point source for all the current and future

analytical applications within UBI. The data stored within the EDW could be in

either structured or unstructured formats. The list of applications is provided in

Appendix 1. These include applications such as the Core Banking, Anti-Money

Laundering application, Asset and Liability Management tools and the Credit

Risk Calculator from Reveleus, MFTP, EAI and DMS, CIBIL and an Operational

Risk Management solution. The proposed solution must define a roadmap for

the migration of the current interfaces for these applications to the EDW as

well as cater to any additional applications that the Bank might acquire in the

course of this project. The EDW must be developed using an Industry Data

Model as the base. The EDW must have the ability to maintain required data

fields to generate regulatory returns for RBI.

The Operational and Analytical CRM and Data Mining tools recommended as

components of this project must be fully integrated with the EDW. It is

expected that the EDW would be the single repository for all the master data

for customer, product and channel to be used by the CRM as well as be the

source system for other downstream analytical applications such as FTP, Risk

Calculators, Data Mining, MIS application, etc.

The EDW can be the source as well as the target for some of the analytical

applications and the solution must cater to ensure this feedback loop is

completed. E.g. the data set to enable the Mining tool to create the Customer

Segmentation must be sourced directly from the EDW and the corresponding

Segment assigned to the individual customer must be written back into the

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EDW for analytical purposes thereby completing the feedback loop of the

system.

The EDW design must be flexible enough to allow integration with any

application that the Bank implements in future. The selected SI will be

responsible for carrying out all the required activities, including day to day

operational activities, to achieve the scope mentioned above during the entire

project period.

ETL

The incremental data to be loaded into the EDW from the individual source

applications must be using transaction logs wherever the application can

support the same, hence a change data capture (CDC) solution must be

provided as part of the overall solution proposed for the ETL sub-system. The

data to be loaded into the EDW from all applications must be transformed,

cleansed, massaged, standardized and/or aggregated prior to actual loading

into the EDW using an ETL tool. The business rules to be applied for this must

be defined by the SI and will be validated by the Bank. The interfaces and/or

adaptors to the various source and target applications must be provided as part

of the overall solution. The selected SI has to design, configure the ETL. The

day to day data extraction and subsequent loading in the EDW solution will be

the responsibility of the selected SI.

Reporting / Business Intelligence

The Bank would like the solution proposed by the SI to generate 700 standard

/complex analytical reports across the project using a standard OLAP tool with

complete personalization abilities including ability to select the widgets and

chart types for an individual user. In addition the Bank might require the

vendor to re-develop up to a maximum of 100 MIS reports based on the

Functional requirements defined in Phase 1. The reports and analytics will be

disseminated using the Bank’s internal portal. The OLAP tool must be

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integrated with the Bank’s intranet portal and provide for single sign on

capabilities. All Business Intelligence and analytics related requirements will be

accessed by the users through the portal only. The Bank also requires the

capability for publishing as well as subscribing to the standard reports which

can then be sent to the requestor in a pre-defined format. The Solution should

also provide the ability for the Bank’s personnel to create dynamic reports as

well as customize the standard reports. The selected SI will be responsible for

carrying out all the required activities, including day to day operational

activities, to achieve the scope mentioned above during the entire project

period.

2. Data Quality

The Bank has taken an initiative to carry out an extensive data cleansing

activity to develop the quality of their customer data. This would enable the

Bank to know its customers better and enhance the overall customer

experience when interacting with any of the bank’s touch points. The Bank

would like the ETL tool to be tightly integrated with the Data Quality tool.

The Bank seeks to:

• Standardize and cleanse their Source System Data prior to storing it in the

EDW

• De-duplicate the customers across the various applications and assign a

single customer id, to get a single view of the customer’s relationship with

the Bank across all the Products and assess their total wallet share.

• Enrich customer details with data from various applications.

• Create households to enable more effective targeted marketing

The selected SI will be responsible for carrying out all the required activities,

including day to day operational activities, to achieve the scope mentioned

above during the entire project period.

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3. Customer Relationship Management

UBI has recently implemented a Lead Management System and a Call Center

solution. The Bank would like to implement an Operational and Analytical CRM

solution as part of this project, and weave the current applications with the

proposed solution to provide an end-to-end customer view. The Bank would like

to be able to realize a 360° view of their customers and enhance the over-all

experience for customer interactions with the Bank. The proposed solution

must encompass all the three existing lines of business within the Bank, i.e.

Retail, Corporate and Wealth Management business segments. The CRM solution

must be able to integrate with the Bank’s core banking system and the EDW.

The CRM solution should have an integrated complaint management system,

which allows registration of complaints at multiple touch points, and allows

routing, resolution and tracking of complaints centrally.




4. Data Mining

With the implementation of the EDW project, UBI would like to extend their

capabilities to enable Statistical and Mathematical Modeling. This would allow

the Bank to take strategic decisions through forecasting, profitability analysis,

predictive modeling, customer segmentation, fraud detection, stress testing

and portfolio management among others. The Bank would like the SI to provide

them initially with three implemented models / applications (including the

consulting required for building the models), i.e. for Customer Life Time Value,

Product Market Basket Analysis and Portfolio Management for Corporate and

HNI customer, as a part of this project.

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5. Hardware & Databases

The vendor will provide the hardware, database and all environmental software

required to support the EDW software as defined in the scope of the overall

solution above, for the entire duration of the project implementation,

warranty and post warranty period.




6. Future Enhancements of the overall solution

The vendor will be responsible for integrating any future applications with the

overall solution using the prescribed Change Management process. The change

management process to be followed will be defined as part of the overall

implementation approach with the selected vendor.




7. Performance Monitoring Software

The selected SI should provide suitable monitoring software along with the

required hardware for monitoring the performance of all the hardware and

software components including storage supplied and should provide desired

performance reports to the Bank on a daily basis.

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8. Backup Software

The selected SI should provide suitable backup solution along with the required

hardware for taking backups as mentioned in section number 8.8.




3.1. Project Team Structure

Steering Committee

The purpose of the Steering Committee is to meet periodically – typically

monthly to discuss the overall status of the project. Any issues that affect the

project from a scope, timing, resource, cost standpoint or that cannot be

resolved at the work team level or requires bank-wide / inter-department

agreement should be discussed and resolved by the Steering Committee. The

overall responsibility of this committee is to maintain and set policy and

direction for the project.

The members from the SI and PSP must be kept to absolute bare minimum

comprising officials of senior management who will be able to take decisions on

pertinent points. This will ensure that the steering committee conducts

business in an efficient and timely manner. The steering committee would be

enhanced if required.

The steering committee must consist of members from the Lead bidder, EDW

and CRM PSP. Members from all other consortium members, and PSPs other

than EDW and CRM will be invited as required by the Agenda for the meeting.

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Project Committee

This committee will be made up of representatives of UBI, the PSP and the SI.

The committee will be responsible for monitoring the status of the project,

resolving issues and ensure adherence to the time-lines. The Project

Committee will make all decisions with respect to the implementation of the

project. It can, however, escalate the matter to the Steering Committee if

need be.

Operational Committee for day to day affairs

This committee will be made up of representatives of UBI, the SI and the PSP.

The committee will be responsible for monitoring the status of the EDW

solution, resolving issues and ensure adherence to the time-lines. The

Operational Committee will make all decisions with respect to the support of

the solution. It should consult the respective application owners if the need

arises, especially in case of version upgrades of the solution components itself.

It will also be responsible for monitoring the addition of new applications to

the solution. It can, however, escalate the matter to the Steering Committee if

need be.

SI’s Obligations with respect to PSP

The SI shall have teaming agreement with PSP to ensure that services are

supported during the period of implementation and post-implementation

period.

The SI will provide for at least one resource from each of the solution

components from the individual PSPs, as a part of the implementation team for

the entire duration of the implementation of the project.

Designated representative from SI and PSP shall be available for all Project

Steering and operations committee meetings.

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The SI will also provide one PSP certified resource for each solution component

as part of the Warranty and Post-Warranty Support and Facility management

teams to ensure smooth running of these activities.

3.2. Details of Applications in Scope

The following is an indicative list of application packages presently used which

need to be integrated. Please also refer to Appendix 1 for complete list of

applications.

1. CIBIL: Customer data fetched from CIBIL.

2. OLTAS: In-house developed package with MS SQL database. Collects direct

taxes for sending to the Government on a daily basis.

3. EASIEST: In-house developed package with MS SQL 2000 database. Collects

excise duty and service tax and sends them to the Government on a daily

basis.

4. STASS: In-house developed package with MS SQL 2000 database. Collects

VAT, CST and State and Government taxes and sends them to the

Government on a daily basis.

5. Internet Banking: Developed by M/s Infosys with MS SQL 2005 database.

6. AMLOCK: AMLock from M/s 3i Infotech with SQL as database. Used for

compliance of KYC-AML norms. Getting Alerts for Transactions and

Generation of STR, CTR, etc.

7. Mpay: Is the Mobile payment system developed by M/s FSS

8. LAS: Lending Automation System from M/s Sysarc Informatix and Crisil with

M/s Wipro as integrator and Oracle 9G as database. Used for Loan

Processing, Monitoring, Scoring and Rating, NPA Manager, MIS.

9. Finacle v7.0.18 (CBS): This is the Core Banking Application for Indian

Operations from M/s Infosys. The database is Oracle 9.2.0.8 version. All the

account level transactions are to be posted in this application.

10. Kastle: Developed by M/s 3i Infotech and is in use for Treasury. The

database is Oracle 9i.

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11. ALM: Pinnacle from M/s 3i Infotech. Software solution for Asset Liability

Management providing the regulatory reporting framework.

12. Union Parivar: This is purchased from PeopleSoft and customized by TCS and

uses DB2 database. It is HRMS based product covering maximum HR

applications.

13. A1 – A4 Package: In-house developed package used for loans and advance –

Assets classification, Provisioning, Reports generation for – MIS, BSR.

14. REVELEUS: This is purchased from M/s I-Flex Solutions Ltd and uses Oracle

database. Used for Basel II Credit Risk Capital Calculation under

Standardized Approach.

15. CMS: Developed by M/s Laser Soft Infosystems using Oracle database to take

care of collection needs of corporate clients.

16. GL / GLDE: In-house developed package with custom database for posting

day to day vouchers passed at co –processing-generating GL for verification

purpose.

17. Write Off: In-house developed package with custom database. Details of

Advances related accounts written off during the year for submission to RBI

are maintained.

18. LMS: Purchased from M/s Sun Smart Technologies and uses MS SQL Server

2005 database. Used for classification and assignment of the leads to

different crms and maintaining status of it

19. MIS: Developed and customized by M/s HCL Infotech with MS SQL as

database.

20. Finacle v7.4.5 (Foreign Branches): This is the Core Banking Application for

Overseas operation from M/s Infosys. The database is Oracle 10 G. All the

account level transactions pertaining to overseas transactions are to be

posted in this application.

21. DEMAT: DPSecure from M/s CMC

22. MFTP: Oracle OFSA

23. Credit Card: Outsourced to M/s FIS

24. Call Center: Developed by M/s Spanco with SQL as database.

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25. Document Management System – Monadic solution from M/s. Newgen

26. EAI Application – IBM WebSphere application with DB2 as database.

27. Bullion Trades – Vendor Selection in progress.

28. Base 24 – ATM Switch

29. NEFT – Logica solution

30. RTGS – Logica solution

31. View Wise – Scorp Enterprise Outsourcing using SQL 2000 as database

32. Channel Finance Solution and

33. 15 in-house developed applications.

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4 Eligibility Criteria The Lead SI can participate by proposing a solution of multiple or single PSP(s)

however, the Lead SI can only submit one bid.

The PSP can also participate directly, in which case they will be considered as

both, SI and PSP and therefore must meet the eligibility criteria of both the SI

and PSP for that particular solution component.

The PSP for the EDW Database or Data-warehouse Appliance (entire EDW

solution) can participate with at most three Lead SI.

Other than the EDW solution PSP, all other technology partners or PSPs of other

components can submit multiple bids as part of more than one consortium.

The consortium for the purpose of this RFP is defined as under:

The Lead SI can only tie up with other hardware, software and application

providers to perform specific functions of this RFP. The SI can form a

consortium with at most two other members if required. Any other required

partnership with other PSPs should be on a back-to-back basis and a

Manufacturer’s Authorization Form (MAF) must be provided as part of the

response to this RFP.

The MAF for the EDW Database or Data-warehouse Appliance (entire EDW

solution) PSP must specifically mention the names of the SIs who have been

authorized by the PSP to quote his solution not exceeding 3 SIs. In case any MAF

from the EDW PSP is found without this information the entire solution will be

rejected.

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In case the EDW Database or Data-warehouse Appliance (entire EDW solution) is

proposed by more than three SIs, all the proposals quoting the same EDW

solution will be summarily rejected.

The SI will however frontend the consortium and take overall responsibility for

all the deliverables in respect of all the partners in the consortium.

Please also refer to Section 9.6, for further details.

Refer to Annexure C for the list of documents to be submitted in support of the

experience cited for the Eligibility Criteria.

The term “SI” in the criteria below refers to the Lead Bidder / Consortium

Leader.

The term “Consortium member” or “CM” refers to the members who are part

of the consortium bidding for the project and are executing the specific

solution component.

References of only those members executing the particular solution component

will be considered for eligibility and evaluation. The bidder / consortium

member/PSP offering the particular solution component needs to satisfy all the

eligibility criteria for that solution component.

All proofs need to be for the actual usage of the tool. Documentation for the

rated capacity will not be accepted. All data volumes/users must be on the

production environment only.

Experience gained by doing sub-contracting work and/or by providing man-

power (body shopping) will not be considered as valid experience.

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All data volumes mentioned pertains to the current environment as on the date

of the release of the RFP.

LEAD SYSTEM INTEGRATOR AND ALL CONSORTIUM MEMBERS

i. The SI and all members of the consortium must be companies incorporated

in India and operating for the past 5 years.

ii. The SI must have minimum global annual turnover of Rs. 300.00 Crores for

each of the last three (3) audited financial statements. The SI should have

been in net profits in each of those 3 years.

iii. SI / Consortium Member must have been in business of Implementation as

per the following criteria:

1. Enterprise Data Warehouse Solutions (including ETL and BI Tool)- Last 3

years - Only SI

2. CRM Solutions - Last 3 years – SI / CM

3. Data Quality Solutions – Last 3 years - SI / CM

4. Data Mining Solutions – Last 3 years – Only SI

For each of the above, the dates must be calculated as of the date of

release of the RFP document.

iv. SI/ Consortium Member must have supported an EDW solution for at least

one customer for at least two out of the last three years as of the date of

release of the RFP document.

v. The SI must have implemented the proposed EDW solution and proposed ETL

solution for at least 2 large customers (Annual turnover greater than Rs. 300

crores for non banking organizations and Business Mix of Rs. 1 Lakh crores

for banks) in any of the last three financial years. For both the references,

the ETL solution must have extracted data from at least 5 Source systems

one of which must be a transactional system. The systems must be clearly

mentioned.

vi. The SI / Consortium Member must have implemented the proposed Data

Quality solution.

vii. The SI must have implemented the proposed BI solution.

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viii. The SI must have implemented the proposed Data Mining solution.

ix. The SI / Consortium Member must have implemented an Operational CRM

solution for at least 2 large customers (Annual turnover greater than Rs. 300

crores for non banking organizations and Business Mix of Rs. 1 Lakh crores

for banks). At least one of the references must have customer records of 1

million and above and 1 reference must be provided where there are a

minimum of 300 users of the solution.

x. The SI / Consortium Member must have implemented the proposed

Analytical CRM solution.

xi. The SI must have implemented an Enterprise Data Warehousing project of

the size of 5 TB and above on the proposed solution for at least two

customers, one of which must be from the BFSI sector. (The size 5 TB

mentioned above should be the size of raw data).

xii. The SI and all Consortium Members should have a support centre in India.

xiii. The SI and all Consortium Members should provide a self declaration stating

that the vendor has not been blacklisted by Government of India or any

Public Sector Undertaking of the Government of India.

PRINCIPAL SOLUTION PROVIDER (PSP)

In case there are more than one PSP participating, owing to the different

components comprising the solution, each of the PSP, must individually fulfill

the Eligibility Criteria, except where the same is specific to a particular

solution component only. Only the following PSP need to provide the details for

Eligibility Criteria:

a. ETL

b. Business Intelligence

c. EDW Database or Data-warehouse Appliance

d. Data Quality

e. Data Mining

f. Operational CRM

g. Analytical CRM

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i. The PSP should be an incorporated company in India for the last 3 years as

of the date of release of the RFP.

ii. The PSP should have a global annual turnover of Rs. 300.00 Crores for each

of the last three (3) audited financial statements. The PSP should have been

in net profits in each of those 3 years.

iii. Reference of at least three BFSI customers, at least one of which must be

for an Indian customer where the proposed solution i.e. EDW on the

proposed hardware platform, were implemented based on the following

criteria – Raw Data size is at least 5 TB and number of users of the Data

warehouse are more than 100

iv. Reference of at least two customers at least one of which must be for an

Indian customer where the proposed Operational CRM solution was

implemented based on the following criteria: No. of Customers must be

greater than 1 million and number of users of the CRM application is at least

300.

v. The proposed solution must be implemented in at least one customer for

each of the following components

a. Proposed Data Mining Solution

b. Proposed Analytical CRM Solution

vi. All the above given PSP partners must have a support center in India.

vii. All the PSP must provide a self declaration stating that the vendor has not

been blacklisted by Government of India or any Public Sector Undertaking of

the Government of India.

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5 Earnest Money Deposit

The Earnest Money Deposit (EMD) for this project is Rs. 200.00 Lakhs. The EMD

can either be in the form of a demand draft or pay order favoring Union Bank

of India, payable in Mumbai or a Bank Guarantee valid for a period of 1 year

from the date of the RFP submission. No interest will be payable on the EMD.

EMD furnished by all unsuccessful bidders will be returned on the completion of

the bid process.

The EMD of the successful bidder shall be refunded after furnishing a

Performance Bank Guarantee from a scheduled commercial bank valid for the

entire implementation of the project plus 3 months, i.e. for 24 months. In case

the project gets extended owing to unforeseen circumstances, then the

Performance Guarantee must be extended for the requisite duration. The

format of the Performance Bank Guarantee will be provided by the Bank to the

successful bidder and needs to be executed at the start of the project.

EMD will be forfeited, if the bidder withdraws or amends, impairs or derogates

from the bid in any respect within the period of validity of the bid. If the

successful bidder fails to furnish the required performance security then the

EMD furnished will be forfeited. The EMD will be forfeited if the selected SI

refuses to accept assignment or having accepted the assignment, fails to carry

out his obligations mentioned therein.

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6 Cost of RFP

The cost of the RFP is Rs. 25,000.00 payable by way of a demand draft / pay

order favoring Union Bank of India, payable in Mumbai. The amount is non-

refundable.

The RFP documents can be downloaded from UBI’s Website and the cost of RFP

should be deposited at the time of submitting the responses.

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7 Work Criteria

The selected SI shall work from UBI premises at the below address:

Union Bank of India Technology Centre, Department of Information Technology, Shri Adi Shankaracharya Marg, Opp. Powai Lake, Powai, Mumbai – 400 072 UBI may change the location to another location in Mumbai. UBI shall provide

the workspace for the number of people whom the SI shall designate for this

project.

The SI is required to mention, as part of the response to this RFP, the total

number of workstations required and any additional requirements that they

might have in terms of Networking requirements, bank personnel time, etc. for

each phase individually.

No other portable media / storage devices such as USB drive, hard disks, etc.

shall be permitted in the work area. The SI shall not carry in part or whole any

customer data belonging to UBI out of the UBI premises.

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8 Project Requirements

This section deals with the proposed project requirements at Union Bank of

India.

8.1. Functional Requirements

EDW Functional Requirements

There was a study conducted to collate the reporting and analytical needs of

all departments across the Bank.

Please refer to Appendix 2 for the Department-wise Functional Requirements

break-up.

CRM Functional Requirements

The Bank would like to implement an Operational and Analytical CRM solution

to provide the Bank with a 360° view of the customer and effectively manage

campaigns using the tool. The Bank is looking at implementation of operational

and analytical CRM across Retail Banking, Corporate Banking and Wealth

Management sectors.

The scope of work for CRM includes the following functionalities and features.

1. Integrated View of Customer

Customer Profile

The CRM solution should be able to provide an integrated all-round view of all

the relationships of the customers with the bank, such as financial e.g. fixed

deposits, savings accounts, current accounts, etc.; non-financial e.g. Demat

account, third party products purchased, etc. and also the information

regarding the following:

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• Customer account type (e.g., individual, joint-account, corporate, SME,

etc.)

• List of active financial accounts

• List of service requests

• Alerts and warnings

• Campaign history, etc.

The CRM solution should be able to provide the ability to identify and

authenticate the customer with information such as his PAN number, Aadhar

number, date of birth, his mother's maiden name, etc. for all interactions

which involve sales and service transactions.

Customer Relations

• The solution should be able to identify and capture key relationships for a

customer in a hierarchical format with the provision to display the

customer’s relationships with other entities.

• The solution should be able to identify and capture key relationships at a

household level with all associated financial accounts, opportunities,

service requests and campaigns related to individuals within the same

household.

• The solution should allow capture of other Banking Arrangements that the

customer has with competing banks.

• The solution must allow the defining of the workflow for customer

complaint resolution, e.g. direct the customer complaint to the respective

branches, allow RO to monitor the complaint resolution status by branch,

etc.

• Customer Attrition and the reasons for the same

Customer Segment Management

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• The tool should be able to define and maintain the customer segment

information such as customer lifetime value (i.e. the expected/projected

value of the customer in his lifetime in terms of profitability w.r.t. the Bank

products, customer wallet share, etc.), customer profitability, customer

demographics, customer psychographics (the variables of which keep on

changing frequently), wallet share, etc. for all customers to enable a

comprehensive understanding of the customers and hence more profitable

customer relationships.

• Define and maintain detailed segment information for high-valued bank

customers for stronger campaigns and improved relationships with them.

Prospect Customer Profile

• The solution should be able to maintain individual or company institutions

bank customers who have been identified by the Bank as potential target

customers, whom may not have any previous contact to the organization.

• The solution should have the ability to maintain trends of customer values /

profitability, and identify and suggest necessary corrections to the

marketing plan or overall customer strategy.

• Customer Value Analysis: The tool should have the ability to maintain

various strategic measurements per customer segment or individual / group

customer level, e.g. Customer value / profitability, share of wallet, etc.

• Corporate Account Profile: The solution should be able to maintain and view

the account profile information of the customer, such as the account type,

name, status, contact information (primary and communication addresses),

business profile, investor profile, credit rating, industry classification etc.

Complaint Management System

An integrated complaint management system, which allows registration of

complaints at multiple touch points, and allows routing, resolution and tracking

of complaints centrally.

• Complaint MASTER LIST

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o This will consist of complaints categorized as per bank’s requirements,

with key variables, which can be defined and modified, such as

turnaround time (SLA), complaint handling person/department, etc.

• Interface

o Multiple interfaces will be required for various stages of the complaint

handling process

o Complaint registration will be possible through multiple channels,

requiring different interfaces and modes of first response to customer

Branch / email or letter to central office – will require standard

interface for complaint entry and generation of complaint ID which

will be provided to customer at branch or via a telephone call / email

Call centre – interface will be part of call centre CRM to enter

inbound complaints and provide complaint ID over phone

Online (website) – customer friendly interface, which will allow easy

web based registration of complaint and on-screen generation of

complaint ID. First response via automated email / SMS

Mobile banking – interface on mobile banking application for

complaint registration, with SMS to be used as mode of first response

o Fulfillment / resolution module will allow branch employees or

complaint resolution teams to view complaints to be handled by them,

allowing follow up of complaints (with comments etc.) to closure of

complaints.

o Central monitoring interface will allow tracking of all complaints

centrally, including flagging of complaints crossing predefined TAT, and

escalation of complaints etc.

o Complaint tracking module for customer will be a web based interface to

check complaint status (via complaint ID), e.g. registered, allocated to

solutions team, in process, closed etc.

o Feedback interface will allow for outbound calling as a means of

collecting feedback on complaint resolution process from customers

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o Analysis tool will allow for analysis of trends, spurts in complaints, by

category, type etc.

• Logics for routing of complaints to appropriate handlers / departments for

resolution

o Routing of complaints will be done based on pre-defined logics as per

complaint category, point of origination of complaint etc. System must

also allow re-routing of complaints manually.

• Feedback module

o This will allow for automated feedback capabilities (via SMS or email) as

well as inputs from telephonic feedback on complaints. This will be used

for performance tracking of customer grievance cell.

2. Sales

Sales Process Management

• The solution should be able to provide systematic sales models and

workflow processes with the ability to predefine the process steps across

services, product types, channels and account types, etc. to ensure the

staff executes the sales in an orderly way.

• The solution should be able to support standard or proprietary sales process

methodologies.

• The solution should be able to predefine the business process steps for

multiple types of sales processes, such as by service / product type, by

account type, etc.

• The solution should have the ability to suggest alternative offers or in

addition to the one requested by customer / prospect, within the defined

sales process.

• The solution should enable the cross-sell / up-sell additional product and

services based on customer / prospect characteristics and needs, within the

defined sales process.

• The solution should enable calculation of incentives by individual CRM

Representative.

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Lead and Opportunity

• The Bank already has an LMS tool. It is proposed that the CRM would require

to be integrated with this existing LMS solution.

• The tool should be able to track leads and opportunities spanning the entire

lifecycle from creation through closing, following a systematic sales

process. Some key parameters to be captured are referral source, sales

revenue, products offered, desired budget amount, quotes and proposals

prepared.

• The tool should have the ability to monitor leads and opportunities to

provide automatic alert, escalation or reassignment if the employee who

owns those leads / opportunities does not follow-up within a prescribed

time frame.

• The tool should be able to configure different escalation levels depending

on the nature of the lead / service request / customer segment.

• The tools should allow capture of the history of products offered and the

reasons for their rejection/acceptance.

• The tool should allow capture of leads for third party product sales.

• The solution should be able to report on the opportunities by account

geography, products type, revenue, margin, industry, marketing campaign,

lead source, status, lost opportunities and their associated reasons, close

rates and salesperson productivity, etc.

• The tool should be able to qualify leads using standardized methods and

processes.

• The solution should have the ability to compare a campaign / lead with

actual sales.

• The tool should be able to query and review opportunity by various

parameters like account, geography, product type, revenue margin etc.

• The tool should be able to select / update opportunity status and

probability of win.

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• The tool should be able to capture and track information regarding lost

opportunity, such as lost reason, competitor information, etc.

• The tool should be able to track leads against orders to provide a view of

close rates and salesperson productivity.

• The tool should be able to compare a campaign / lead's result in CRM

system with the actual sales in the banking systems.

Product and Account Management

• The solution should support financial-specific products for both consumer

and corporate banking customers, including deposits, loans, credit cards,

wealth management, investment products and insurance, etc.

• The solution should have the ability to define the product information and

details, including product line, product key features, product fees and

rates, product conditions, product comparison, pricing, image, literatures.

• The tool should have the Message Broadcasting feature for any kind of alert

or information to be circulated.

o Need Analysis

• Should provide buyer-value and customer need assessment functionality

that help the Bank employee to determine customer needs such as simple

qualifying questions to determine which product might be best suitable for

the customer and highly complex scripted discovery sessions involved in a

formal credit or loan planning conversation.

• It should have the ability to recommend a product along with a product

search function to the employee / customer with all the relevant product

information.

o Financial Calculator

• Should provide ability for sales agents to pre-qualify and assess the

customer prior to the application process.

• Provide pre-built financial calculator to perform what if analysis for

mortgage, loan payment, interest, etc.

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• Provide pre-built Financial Calculator for Bank Loan agents to calculate and

compare the various repayment criteria.

• Allow customization of rules if required for the Financial Calculator.

o Financial Accounts

• The tool should provide the Bank with a graphical interface that allows sales

agents to view financial account information; create new accounts across

products and access information related to the existing financial accounts,

including the related contacts, notes, opportunities, etc.

• The tool should be able to create and maintain hierarchical account

relationships.

• The solution should offer automated, pre-filled and online applications for

banking products, including deposits, loan, credit card, wealth management

and insurance, etc. Sales Agents can create online customer applications

for different types of Bank products.

• The solution should have the feature to assess, qualify and rank an

application.

• It should provide ability for administrator to define or modify and

coordinate the sequence of screens / tasks required for application process

for each of the Bank products.

o Team and Guided Selling

• Should give multiple people access to information regarding particular

opportunities, accounts, and contacts, lead info, quotes, proposals,

presentations, and a history of activities.

• Should be able to support guided interactive customer selling via a series of

questionnaire (Questions & Answers) related to the customer needs and

product preferences, as well as illustrating the tradeoffs between the

offers.

o Pipeline Management

• Should be able to track the complete sales pipeline and run analysis using

multi dimensions of criteria to aggregate or cut-and-dice the pipeline data,

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such as individual opportunity, customer / customer segment, channel,

sales agent / team / branch / whole sales organization.

o Territory/ Team/ Assignment Management

• Should be able to define the hierarchical sales team structure, such as one

based on territory, industry etc.

o Forecasting

• The solution should have the ability to report revenue, from multi-

dimensions, preserve snapshots of historical revenue data for trend analysis,

and maintain various versions.

• It should have the ability to select "in forecast" opportunities and ability to

track forecast revision history and calculate net changes between different

revisions.

o Quota and Compensation

• Should provide ability to maintain quota using top-down distribution at

team or organization level to roll it to the individual.

• Should provide ability to maintain quota measurements in compensation

plan, based on various sales dimensions.

• Should provide ability to maintain compensation plan for different sales

entities based on parameterized criteria.

3. Marketing & Campaign

Marketing Management

• Should be able to provide a centralized view on all the marketing programs

and activities across channels already conducted in the past (historical

ones), currently in progress and planned for future.

o Campaign Management

• This should include entirely automated campaign capabilities, including for

list management, segmentation, design, product offers, scripts and

literature, response, event detection, data mining, etc.

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• The solution should be able to organize, track and maintain all the

components of marketing campaigns including customer segment, offers,

channels, campaign results / status, campaign schedule / recurrence,

campaign statistics, etc.

• It should have a graphical campaign design tool to flexibly plan and design

campaigns that are multi-phase (e.g., Web Offer / email Offer ->

Telemarketing -> eNews Letter, etc.), across multiple channels.

• It should have a graphical tool with parameter driven interface to create

and modify calling scripts, and define documents associated with the

campaigns.

• It should be able to maintain and view offers belonging to an organization

department (e.g. Retail banking or Corporate banking), a particular product

group (e.g. Deposits, Loans, Investment, etc), a particular product (e.g.

Time Deposit).

• It should have synchronized and consistent network connectivity amongst

the Bank and the sales agents for all on-going campaigns and follow-ups.

• It should have a user-friendly and efficient follow-up technology.

4. CRM Service

Service Request Management

• The tool should have the ability to categorize service request, according to

service request type, status, priority, etc.

• The solution should enable the Bank service staff to create financial-specific

service requests, including regarding the account balance, account balance

history, account transaction inquiry, account transaction history, account

authorization rules, etc.

• It should provide the entire management and tracking processes for service

request under a customer.

Financial Accounts

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• Should enable Bank service staff to view customer's financial account

information, such as loan and credit card accounts, including the related

account profile, balance history, transaction details, notes, service

requests, contact information across all the accounts held by the customer.

• The solution should allow the Bank service staff to use the financial account

information to handle common service requests, such as inquiries about

current account balances, past transactions, and interaction history.

• The solution should enable the Bank service staff to automatically generate

service requests based on the type of account and associate those requests

with the primary contact and financial account.

Accounts Services

• The solution should support service transaction for the Bank’s products like

loans, credit cards, deposits etc.

• The solution should support online transaction history enquiry.

Collection Management

• The tool should provide a collection summary for collection agents to view

and learn more about the customer's financial accounts, payment history,

and information related to the delinquent account.

• The solution should provide a collection summary for collection agents to

view and learn more about the customer's financial accounts, payment

history, and information related to the delinquent account.

Up-Selling & Cross-Selling

• It should have the ability to integrate Service, Sales and Marketing

operations of the CRM system

• It should provide Alert Message capability to prompt the service staff any

up-selling and cross-selling opportunities when servicing customers

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• It should provide a user front-end enabling customer interaction, sales and

service transaction at a physical location, typically a retail branch or

customer interaction centre

5. Multi Channel Integration

• The solution should have the ability to serve the customer through various

channels such as Branch, Internet, Mobile, and Email etc. It should be an

integrated experience for the staff and the customer.

• It should also provide features like knowledge database, message

broadcasting, search tool, help, etc.

• It should provide the ability to do activity management, business process

definition, event and time triggered processes.

• It should have security and access control, audit trail, meta data

management.

• It should have the ability to synchronize data between the mobile device

and the centralized server, using low communication bandwidth even in the

event of interrupted communication.

• It should support online real-time integration of the CRM solution with the

Bank’s Internet Banking portal.

• It should be able to deliver broadcast messages to individual, group of

people, or to the entire call center, and support multiple languages,

entities and currencies.

6. Corporate Banking

• Should provide the user single 360° view of the Customer summarizing its

respective banking account information, requests, opportunities etc.

• Should provide to users, all related information of products and services for

effective sales management to a corporate customer

• Should enable the Bank to monitor the process flow and give appropriate

message alerts

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• Provide all analytics and reporting required for effective management of

corporate accounts

7. Wealth Management:

• The tool should provide the Bank with a complete and consolidated view of

all client interactions including household information.

• Should be able to intelligently provide solutions for the customer to the

Bank’s sales person based on the customer profile and investment data

available.

• Should provide ad hoc reports, dashboards to allow user to analyze and

segment their segment client base.

• The solution should be able to support user driven query and report on

database records. Typically it will include an "end user layer" on top of the

database architecture to allow user defining query and report using business

meta data; Message Broadcasting and Alerts

8. Reporting and Analytics:

The tool should provide with the following functionalities for reporting and

analytics.

• Integrated Analytics: The solution should be able to provide the front-end

sales, service or marketing user with integrated access to advanced

analytical CRM functionalities

• Sales Analysis and Reporting: The solution should be able to real-time

measure actual performance to date versus quota and forecast, by the

various dimensions such as sales and region hierarchies, customer, customer

segment, product, channel, industry, limit, exposure, campaigns, time

period, etc.

• Service Analysis and Reporting: The solution should be able to provide

analysis and reporting facilities for service requests performed by customer

service level average lead times, volumes using dimensions such as sales

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and region hierarchies, customer, customer segment, product, channel,

industry, limit, exposure, campaigns, time period, etc.

• Marketing and Analysis Reporting: The solution should be able to analyze

and track key marketing metrics such as leads converted, campaign revenue

generated using dimensions such as customer, customer segment, product,

channel, industry, limit, exposure, time period, Rank offers by response

rate, revenue, lead generated, etc.

• Customer Interaction Data Integration: the solution should have the ability

to provide data mapping templates to integrate with Operational CRM

system's customer interaction data model

• OLAP Analysis: the solution should allow users to slice and dice, add, delete

dimensions, drill down on various data elements, maintain hierarchical

relationships

• Ad hoc and stored query: The solution should be able to support user driven

query and report on database records, pre-defined queries.

• Decision Support: The solution should be able to provide out-of-box analysis

/ report / management dashboard for the banking subject areas like

balances, exposures, campaigns, sales, industry/market analytics,. Set

decision or threshold criteria.

• Batch Reporting: The solution should be able to support batch reporting

with the provision of customizable report template, report scheduling, and

open report formats. It should support batch distribution through hardcopy,

softcopy, emails.

• Graphical reports: The tool should allow online graphical formats to enable

faster and better understanding of a scenario.

• Information distribution: The solution should be able to support distribution

of reports to end users via various channels.

• The reports must be accessed by the Users using the Bank’s intranet Portal.

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Data Cleansing

UBI’s objectives of implementing a Data Quality solution are:

• Provide data standardization across the Bank

• Cleanse the data as per defined business rules

• Store cleansed and de-duplicated customer data within the Enterprise Data

Warehouse

• Assign households to the customer data

• Define a unique customer id which allows a 360 degree view of the

customer

• Integration with the Bank’s existing data dictionary

• All data loaded into the EDW must be passed by the Data Quality tool

Data Mining

UBI’s objectives of implementing a Data Mining solution are:

• Define the statistical model for the following functionalities and implement

the same

• Customer Life Time Value

• Product Market Basket Analysis

• Portfolio Management for Corporate and HNI customer

8.2. Technical Requirement

Overview

Appendix 1 provides the complete list of applications that the Bank would like

to include into the scope of this RFP. The list also includes those systems which

are not currently implemented in the Bank but are expected to be available by

the time the implementation of this RFP begins. The following applications,

MIS, CIBIL, Reveleus, ALM, AMLOC, MFTP and Account level profitability

calculators and Call Center will be downstream from the EDW and the

suggested solution needs to incorporate the interfaces both to and from the

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EDW for these applications. Apart from these, UBI would be implementing

other solutions such as Operational Risk, Market Risk among others. UBI

requires all these future applications also to be integrated with the EDW. The

nature of interaction with the EDW (source/target) has also been specified in

Appendix 1.

Network Environment

The current network environment of Union Bank of India is as shown below:

Currently there are 2664 branches connected on MPLS and 320 branches

connected on Lease Line (LL) and 230 branches through VSAT.

Existing applications - Data Volumes

Please refer to Appendix 1 for further details.

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8.3. Proposed Data Warehouse Environment

Conceptual Architecture

UBI would like to build an enterprise wide data warehouse (EDW) of clean &

consistent data which provides Batch reporting, Ad-hoc querying, Strategic,

Tactical and Event-driven decision making to a cross functional group of

Operational, Managerial and Executive users from a single, centralized, mission

critical and up-to-date copy of its enterprise data.

High Level Conceptual Architecture*

The data warehouse architecture must provide support for the following

guiding principles:

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1. Follow the concept of centralized data warehouse to ensure data

standardization and accuracy across all the applications

2. The proposed solution must support Batch as well as near real – time data

refreshes

3. The Customer master data must be stored in the EDW and shared by all

other applications to ensure that there is no redundancy of information.

4. The solution must provide the capability to allow users to view

comprehensive granular data as well as highly summarized executive

dashboards.

5. Provide high user concurrency, capability for Any Query, Any time, Any

Place, Any business area & Any System.

6. Support the down-stream applications such as ALM, AML, Risk Calculators &

Lead Management system and also provide extracts to meet CIBIL

requirements.

7. Support executive dashboards, managed automated supporting and On-

Demand querying and reporting.

8. The proposed solution must be built on the foundation pan industry logical

data models allowing data conformity across applications.

9. The key components of the architecture are – Extraction, Transformation

and Loading (henceforth referred to as ETL) Subsystem, Data Quality

subsystem, Logical Data Model subsystem, Data base subsystem, Analytical

Application subsystem, Data Mining subsystem.

8.4. Security

UBI needs to control the data accessibility and commands that can be executed

by a user, according to their status and privileges. All access needs to be

provided via personal identification and authentication. The system rights will

be defined as per the role hierarchy within UBI. All users will need to register

to be able to use the EDW. Access to the system must be through secured

passwords. Logging of users accessing the system and monitoring of online

activity needs to be provided as part of the solution. The Bank would like to

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maintain audit trails for addition, deletion and correction made by the user

using the Metadata Repository. In addition the Bank would also like to allow for

user permissions to be set by work area (or folder).

8.5. Hardware Requirements

SI(s) are required to provide for the detailed configuration of the proposed

Development, Test, Production and DR server environments as per the

requirements mentioned. The SI(s) are required to provide the configuration

details for an initial 8.5 TB raw data increasing at a compounded rate of 30%

per year for 7 years. For each of the individual subsystems, (ETL Server, OLAP

Server, Data Mining Server, etc), SI(s) need to provide the details separately in

their respective sections as per the format given in Annexure K – Solution

Details/Technical Specifications.

The recommendations for the hardware should consider the following:

1. The recommended hardware should have high reliability, fault tolerance,

redundancy and high availability.

2. There should be no single point of failure in the hardware.

3. The proposed hardware must be for the entire 7 year duration as per the

sizing requirements defined in Section 9.26.

4. Clustering of the application and database servers

5. The hardware and software proposed as part of the solution must, at a

minimum, cater to the peak load requirements* in terms of ETL loading

times and BI access which are defined as follows:

a. CBS EoD is usually after 1 am and SoD is 8 am. However, the EoD is

extended to 4 am at the time of month-endings. Hence the loading

window would be from 4 am to 8 am only.

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b. The peak load for reporting purposes will be on Fridays, Saturdays and

Mondays as well as the entire first week of every month.

6. The recommended hardware and software should support the EDW

requirements for a period of 7 years post the acceptance of the solution in

each phase.

7. The Bank has more than 3 Crores customer accounts.

8. The Bank has more than 35,000 credit card holders.

9. The customer accounts are expected to grow at 30% every year.

10. The transactions are expected to grow at the rate of 30% every year from

the current volume of 30 lakh transactions per day.

11. The raw-data sizing is as provided in Section 9.26

12. The phasing of the project as per section 9.25

13. The SI has to guarantee a minimum uptime of 99.0% and should be ready to

execute Service Level Agreement (SLA) for the same. The uptime shall be

computed on a monthly basis. For every 1% downtime (for both Peak and

Off Peak hours) in a month, there shall be a penalty of 1% of the AMC / ATS,

where the downtime cannot be more than 3 hours in a day. If uptime goes

below 90%, then no AMC / ATS will be paid for that particular month.

14. There can be no multiple failures in a single day and the mean time

between failures (taken over a period of 6 months) should be a week.

15. In case the peak load on the servers is exceeded more than twice in a

month even when the transactions volumes are well within the projected

volumes, the SI will provide one man-month of ETL support to the Bank free

of charge as penalty for exceeding the peak load.

16. Application and Database servers should be vertically scalable whereas Web

Servers must be horizontally scalable and must be capable of incremental

expansion to meet the growth requirements of the Bank as defined above.

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17. The specified servers must be current/ recent in the OEM’s product line and

must be fully supported by the OEM for the duration of the project and for

the warranty and post warranty.

18. Servers must support all the standard driver supports.

19. The server configuration proposed by the bidder should have upgrade

capability in terms of processors, memory, disk storage, etc. without

disrupting the systems and users.

20. While proposing the actual storage specifications, the sizing and parameters

should be taken into consideration and specification must be provided by

the bidder based on the application, architecture & the storing volume

requirement. Also the proposed storage solution should be scalable to meet

the sizing and the growth requirements.

8.6. Number of Users

For details about the types of users, Please refer to Section 9.26.

8.7. Network Requirements

Please provide the details of the network requirements for the proposed

solution.

8.8. Backup and Recovery

1. The proposed solution must include capabilities to backup all data and

metadata across all the sub systems of the proposed solution

2. The proposed solution should provide mechanism for incremental and full

backups with zero down time

3. The proposed solution should provide Support for replicating data onto

remote sites

4. The proposed solution should provide monthly validation of database

backup. Service includes restoration of database from backup media and

validation that all database components are present and not defective. An

electronic report of the results is provided at completion of validation

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5. The proposed solution must support mirrored devices

6. The time window available for backup will be between 10 pm and 2 am

7. The full backup must be taken at the end of the week, whereas incremental

backups must be taken every day. At any given point in time at least two

full backups and a week of incremental backups must be maintained.

8.9. Platform installation and administration

Please refer to Annexure K – Section 23.3 for details related to Platform

installation and administration.

8.10. Updates & Upgrades

Given that the data warehouse solution will consist of a number of software

components, it is expected that over the project duration of the solution,

improvements, additions and enhancements to functionality will occur. An

update is a bug fix or patch for the software. An upgrade is a major change or

software release. An upgrade can also be an increase in system capacity based

on an increased amount of data, activity, or storage.

8.11. Disaster Recovery

The solution provided by SI for the EDW/BI and Operational CRM must support

Disaster Recovery plans as follows:

1. Allow fail over to a Hot Site

2. Provide architecture and design for Disaster Recovery

3. SI must detail out any licensing information related to Disaster Recovery

design

4. Provide Active-Passive Disaster Recovery

8.12. Redundancy and High Availability

The system should be configured in high available mode as suggested in this

document. Servers will be configured in clustered mode. Further, at Database

level, Servers will be clustered both at Operating System and RDBMS. The

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entire system should be configured in such a way that there should not be any

single point of failure. SI has to quote for all the hardware peripherals and

software required. The system can also be monitored from single monitoring

workstation. All the servers (DB/APP/WEB) at the Data Center shall have

Gigabit Ethernet LAN (or higher) connectivity. However, there will be a private

Gigabit Ethernet LAN (or higher) between Servers.

The production should have database in cluster 1+1, application server n+1,

web server n+1). The SI will have to set up the DR site which must be capable

of handling 100% of the load of that of production. DR will be used only when

primary is not available.

8.13. Warranty Service

The SI must support the solution implemented under the contract for the entire

Solution stack provided, i.e. Hardware and all Software components as defined

below.

Hardware

Warranty will be for a period of 1 year. Warranty support for each of the

hardware components will start from the date of UAT sign-off and deployment

on the production environment of the respective application component

implementation. The post warranty AMC period will be for 6 years and will

start after the warranty period is over.

Software and Database

ATS support must be provided for a period of 7 years post the installation and

sign-off date of UAT sign-off and deployment on the production environment of

the respective application component. The ATS for each application (software

and database) will be calculated separately. In case the ATS starts from the

first day of the date of delivery, the SI will have to absorb the cost up to such

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time that the installation and UAT sign-off on the production environment has

been completed.

The services offered as part of the warranty and post-warranty support must be

in conformance with the specifications supplied in the Technical Specification.

During this period, the SI will be responsible for the patch updation / bug fixing

/ replacement / support of all software supplied under this tender.

The SI has to ensure the following:

1. Provide proper documentation that confirms 24x7x365 on-site support for

the solution provided. A suitable Helpdesk and Service Centre must be

established to ensure high level of service. UBI will provide necessary office

accommodation for this Help-Desk.

2. Undertake immediate bug fix actions in the event of software failure

causing an interruption of operation of the Host Centre and/or Branch

systems as per the response / resolution times defined in Table A. During

the event of any failure (software /hardware /network /etc), the solution

should continue to function seamlessly.

3. Notify about all the detected software errors and correct them in the

shortest possible time.

4. The SI will be responsible for notification of new versions / releases of all

the provided software including the environmental and support software

and supervise their implementation in mutually agreed deadlines.

5. Enter into the obligation that in the event any of the PSP releases a new

version of software, and the Bank is using one of the previous versions, PSP

would provide the full scope of services to the version used by UBI for a

period of at least 7 years from the go-live date. In case the PSP refuses to

support the version used by UBI for the full 7 year period, the SI must

provide the Bank with version upgrade and implement the same at no

additional cost to the Bank.

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6. Service records must be maintained at the Helpdesk for software warranty

support. In addition, calls to the Helpdesk must be tracked including the

disposition and subsequent resolution of problem. These records are to be

reviewed monthly with the Bank.

7. The software service must be conducted in a manner not compromising the

security and integrity of Bank's data and not compromising the quality of

operation of UBI, particularly the services rendered to customers.

8. Support the Bank in integrating any new applications using the ETL Solution

to the EDW and provide support in extending the model and creating

analytics / reports from the same.

9. Conduct DR drills in conjunction with the Bank.

Table A: Service Response & Resolution Time

Warranty Period Post-Warranty Period Issue Classification Response

Time Resolution

Time Response

Time Resolution

Time

Severity 1 0.5 hours 2.5 hours 0.5 hours 2.5 hours

Severity 2 1 hour 6 hours 1 hour 6 hours

Severity 3 2 hours 12 hours 2 hours 12 hours

Severity 1: Any issue which results in either the users not being able to use the

system or loss of data resulting in breakdown in the normal functioning of the

Bank

Severity 2: Any issue which results in the system failure but there is an

immediate work around available or any issue resulting in an impact on the

performance of the system.

Severity 3: Any bug or issue which does not impact normal functioning of the

system.

8.14. Onsite Support

The SI will provide onsite operational and technical support for the hardware

and solution during the entire period of the project including warranty and post

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warranty periods starting from go-live. The vendor should get the consent of

the Bank for the on-site engineers prior to their posting. The services to be

provided are as follows:

• L2 and L3 level technical support for data loading, back-ups, application

and data maintenance, etc.

o 2 engineers will be deployed during the business hours and one engineer

during non-business hours for the first year

o 1 engineer will be deployed during the business hours and two engineers

during non-business hours from the second year onwards

o UBI may change the deployment combination as per requirements.

• The operational support staff should have onsite support experience for the

EDW, BI, CRM, Data Quality and Data Mining solutions.

o 2 engineers for EDW solution

o 1 engineer for BI solution

o 1 engineer for the Operational CRM solution

o 1 engineer for the Analytical CRM solution

o 1 engineer for the Data Quality solution

o 1 engineer for the Data Mining solution

o 1 engineer for the hardware maintenance

• The scope for the on-site engineers will include configuration changes,

version up-gradations (EDW and source and target applications),

performance monitoring, trouble shooting, patch installation, running of

batch processes, database tuning, and liaison with PSP for various support

issues, taking periodic backup of the database, query generation, etc.

• Providing UBI with daily hardware utilization reports and alerting UBI in

case of any performance issues or hardware upgradation requirements

Note: The threshold will be mutually defined at the time of the

requirements gathering phase.

• Routing the transactions through the backup system in case the primary

system fails

• Switching to the DR site in case of system failure

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• Support for integrating any applications that need to be interfaced with the

EDW in future

The Service Response and Resolution time for the onsite support services are as

per Table A.

The Bank will place an order for the software, database, hardware, services

and support based on actual requirements only.

8.15. Data governance

Please provide the framework to be adopted for managing the quality,

consistency, reliability, usability, security, data integrity and availability of the

solution.

8.16. Deliverables

1. Project Management

a. Comprehensive Project Management Plan for each phase of the Project

must be provided prior to the inception of the phase. It should include

the following processes and timelines:

• Project Implementation Schedule

• Requirements Management Process

• Quality Management Plan

• Change Management Process

• Release Management Process

• Quality Control/Testing plan

• Documentation Management Process

• Project Communication Plan

b. Weekly Progress Reports

c. Dashboards to track milestones and Issue Logs

d. Risk Assessment Plan

e. Knowledge Transfer Plan

f. Governance Structure for the Project

2. Solution Implementation

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All the components proposed as part of the solution stack should be

commercially available products and shouldn’t require any ground level

development. The components should be backed by Product Road Map and

Support Guarantee for at least Implementation period + 7 years from the date

of the release of the RFP document.

a. Implementation and customization of the following software tools to

address all functional areas as defined in the RFP.

• Data Cleansing and Data Dictionary

• Operational CRM

• Analytical CRM

• Enterprise data warehouse

• OLAP

• Data Mining

b. Documentation Requirements

The SI must deliver at the minimum documentation on the following for

each solution implementation:

• Business Requirements Document

• Detailed functional and technical scope document

• System Requirement Specification

• Solution Architecture

• Detailed Logical Design Document and Data Dictionary

• Strategy for Data Migration

• Strategy Document for Testing, Training and Acceptance

• Detailed Physical Design Document

• Source code and customization documentation

• Integration Testing Plan

• System Performance Benchmarks

• Metadata Repository

• User Acceptance Reports

• Maintenance Document

• Configuration and User Manuals

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• Training Plan

• User Training Manuals

• Licenses for all the software components

• Application Documentation: The following minimum documentation (hard

copy and soft copy) for all the proposed software applications/ hardware

components must be made available in English.

1. General functional description

2. Set up and installation guide

3. User guide including:

a. Screen layouts

b. Report layouts

c. Transaction processing rules

d. Operation authorization descriptions

e. Error correction procedure descriptions

4. System administrator guide including:

a. Data base administration guide

b. Data backup guide

c. System security and access guide

d. System audit trail guide

e. Glossary of terms

• Meta Data Management and Maintenance Documentation

• 700 BI reports to meet the analytical requirements of the Bank

• Data Feeds for downstream applications such as AML, ALM, MIS, CIBIL,

MFTP, Risk and Profitability Calculators, etc. defined in Appendix 1.

• ETL and scheduling routines for data extraction and loading for all the

source and target systems defined in Appendix 1.

• Integration of all solutions as defined by the overall reference architecture

• Specify more if any

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8.17. Environment Set-up and configuration

Detailed documentation on system setup and configuration of the User

Acceptance Test (UAT), production, development and testing environments

configurations and the Backup and Restore procedures for each of these

environments. Also provide detailed documentation on fallback/disaster

recovery procedures and shifting back to normal production.

8.18. Team Requirements for UBI

Please provide the details of the team structure required to be provided by

UBI, for each individual Solution Component, by the phase of the project. Also,

indicate the required resources to support the solution for the warranty and

post warranty support.

8.19. Training

The SI should provide training to personnel identified by UBI on functional,

operational and administration of Enterprise Data Warehouse and CRM solution.

The administrative training program has to be provided to 50 officers of UBI in

at least 2 batches not exceeding 25 officers each and the application training

has to be provided to 50 officers of UBI in at least 2 batches not exceeding 25

officers each.

1. The SI should also provide the following trainings (for a maximum of 50

personnel per training):

a. End - User Training

b. System Administration Training

c. Top Management Training

d. Version upgrade Trainings

e. Project Implementation

2. The training program should be of required duration and with a batch size

as mutually agreed by UBI and the SI.

3. Training should include training aids such as online tutorials, hard copies

and soft copies of the manuals, etc.

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4. The SI should provide detailed training plan for this purpose.

8.20. History Data and Archival

At any given point in time 10 years of historic data must be maintained in the

Data warehouse to allow for regulatory requirements. Users must be allowed to

query historic data.

Data will be archived on a rolling basis to ensure that there is no loss of data. It

must be possible to restore the archived data for specific queries by the

regulators / users.

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9 Bid Guidelines 9.1. Response to RFP

Two Part Offer

SI should submit their offer in two parts, the Technical Offer (TO) and the

Indicative Commercial Offer (ICO). Both the offers must be submitted at the

same time but in two separate sealed covers super scribing “TECHNICAL BID

FOR EDW/BI and CRM Solution” on the top of the cover of TO and “INDICATIVE

COMMERCIAL BID FOR EDW/BI and CRM Solution” on the top of the cover of the

ICO. Both, the TO and ICO, must be submitted in SEPARATE SEALED COVERS.

The SI should also submit the soft copy of the complete technical bid in MS-

Word 2007 format on a CD, super scribing "SOFT COPY OF TECHNICAL BID FOR

EDW/BI and CRM Solution” along with the technical bid. The SI must not furnish

the softcopy of the price bid. In case of any discrepancy between the soft copy

and the hard copy of the technical bid the latter would be treated as the

authorized version.

An authorized representative of the SI must sign the proposals submitted to

UBI. Proposals must also indicate the respective individuals authorized to

answer and commit on behalf of the SI with respect to proposal clarifications

and negotiations. All pages of the proposal should have the SIs stamp and

initials of the authorized representative.

Neither the transmission of the RFP to a prospective SI nor acceptance of a

reply shall imply any obligation or commitment on the part of UBI.

Documentary proof must be submitted for all the claims made by the SI.

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UBI reserves the right to accept / reject any or all offers submitted in response

to this RFP without assigning any reason whatsoever.

A pre-bid meeting will be held as per the date and time mentioned on the Page

no. 1 of this document at the above address.

9.2. Technical Offer

The Technical offer (TO) should be complete in all respects and contain all

information asked for in this document. It should not contain any price

information. However TO should confirm that all required rates have been

quoted in indicative commercial offer (CO), without showing the actual

amounts in the TO.

The documents provided for the Eligibility Criteria must be separated in a

standalone file.

It is mandatory to submit all the details in the prescribed formats duly filled in,

along with the offer.

The Bank, at its discretion, may not evaluate a TO in case of non-submission or

partial submission of technical details.

The technical offer must be submitted in an organized and structured manner

and all pages must be numbered and an index provided. No brochures/leaflets

etc. should be submitted.

The TO should comprise of following:

1. Covering letter (Annexure A)

2. SI / PSP Profile – to be provided for each individual bidder in the consortium

(Annexure B)

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3. Documents for Eligibility Criteria (Annexure C)

4. References (Annexure D) duly filled in with photocopies of required

certificates / documents / proof should be attached.

5. Bio Data with qualifications and experience of IT professionals who are on

the permanent rolls of the organization and who have on-site

implementation experience who will be assigned for this project. The Bank

has the final say in accepting any submitted bio-data (Annexure E).

6. Technical Architecture (Annexure F)

7. Format of Indicative Commercial Offer duly filled in without the pricing

information (Annexure G)

8. Compliance with Functional Requirements Matrix for Evaluation Criteria

(Annexure H) and Self Declaration

9. Form of Self Affidavit / Declaration (Annexure I)

10. List of proposed Software /Hardware (Annexure J)

11. Proposed Solution Product Details (Annexure K) and Self Declaration

12. Detailed methodologies / processes to be followed solution (Annexure L)

13. Comprehensive Project Plan and Schedules (Annexure M)

14. Team composition and task assignment for the proposed assignment

(Annexure N)

15. EMD for Rs. 2 Crores in the form of either Demand Draft or Bank Guarantee

(Annexure O)

16. PSP Partnership Details and Letter for PSP Support (Annexure Q)

17. Documents for Evaluation Criteria (Annexure R)

18. Product Licensing forms (Annexure S)

19. Undertaking to provide additional Hardware and Software at no additional

cost to the Bank in case the proposed hardware does not meet the Banks

requirements for the full duration of the Project (Annexure T)

20. Exhibit A and B for Reverse Auction

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9.3. Benchmarking Results for the EDW

All the SI’s selected after the Technical Evaluation will be required to perform

a benchmark/ lab test with the proposed hardware and database solution

which will be arranged at the SI’s cost and will be conducted at the Vendor’s

labs . Only those SIs who meet the stipulated benchmarks will be selected for

further evaluation. The submitted reports must be certified by a certified

auditor who has audited at least 2 other benchmarks in the past. The

benchmark must be performed for data volumes, no. of users, query mix,

concurrency projected for end of year 1 of the project. The expected QphH

must be at least 100,000. Please refer to Section 9.26 for query benchmarking.

The benchmark must be conducted using the data provided by the Bank. The

Bank reserves the right to disqualify any proposal that fails to meet the

expected QphH set above. The benchmark must be performed in the presence

of the bank’s representatives.

9.4. Purchase Preference for PSUs

The policy of Government of India (issued from time to time) for purchase

preference for Public Sector will be followed.

Where State / Central Government Departments or PSUs participate in the

tender and are in a position to meet the requirements, purchase may be made

from them after taking into consideration the Government guidelines in respect

of such purchases.

9.5. Indicative Commercial Offer

The complete price schedule should be submitted only in the Indicative

Commercial Offer as per Annexure G.

Please note: Not to change the format of the Indicative Commercial Offer.

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The Bank shall use this indicative commercial bid for the purpose of deciding

start bid for Reverse Auction or alternatively the Bank may decide the start bid

without referring to the Indicative Commercial.

Price must be quoted only in Indian Rupees. The price quoted must contain the

basic price and all applicable taxes, duties, levies, charges etc. separately as

per Annexure G.

9.6. Reverse Auction

For finalization of the most competitive offer, the Bank will conduct ‘Reverse

auction’. The detailed procedure and Business rules for the Reverse auction are

given as per Annexure I and are also available on Bank’s website. The

technically qualified bidders will be shortlisted and they will be allowed to

participate in the Reverse auction process that will be conducted by an Auction

company authorized by Bank. The Bank will deal with only the Lead SI in case

of a consortium bid.

Specific rules for this particular event viz., date and time, start price, bid

decrement value, duration of event etc. shall be informed by the Auction

Company to the shortlisted bidders before the event.

The L-1 bidder will be decided through Reverse Auction only. The L-1 bidder

emerging at the end of the Reverse Auction process shall be required to submit

the break-up of his Final price (last bid price) again in Annexure G.

Failure or refusal to offer the services/goods at the price committed through

Reverse Auction shall result in forfeit of the EMD to Bank.

In the entire process, decision taken by Union Bank of India is final. The

consultancy services will commence upon acceptance of Purchase order by

System Integrator/Lead SI in case of consortium. Union Bank reserves the right

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to reject any or all proposals and cancel the process at any point of time till

Purchase order is released. Similarly, the Bank reserves the right not to

include any SI in the final short-list.

9.7. Consortium Bids

The SI can only tie up with other hardware, software and application providers

to perform specific functions of this RFP. The SI can form a consortium with at

most two other members if required. Any other required partnership with other

PSPs should be on a Back to Back basis and a MAF must be provided as part of

the response for the same. The SI will however frontend the consortium and

take overall responsibility for all the deliverables in respect of all the partners

in the consortium.

All the individual members of the consortium must sign a teaming agreement.

The teaming agreement should clearly specify the SI and the individual

‘members’ with their roles, responsibilities, and authorities clearly defined

with respect to this RFP and the proposed duration of the engagement only.

Any change/deviation in roles and responsibilities or consortium of the

consortium without prior intimation and approval of UBI after the award of

contract will be taken as non-performance. UBI in such circumstances have the

right to terminate the Contract which will result in invocation of the

Performance Bank Guarantee. The teaming agreement will have to be

submitted by the finalized vendor only and must be as per the RFP terms and

conditions. The same will be considered to be a part of the final agreement

that will be signed and executed between the Bank and the finally selected

vendor.

UBI shall enter into an agreement (including all commercial and payment

terms) with the SI only, for the duration of the Contract period for various

Services defined in the “Scope of Work”. The SI has to provide services for the

implementation of the EDW, ETL, BI and Data Mining solution apart from at

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least one more component listed out in Section 3 Scope of Work. Every

consortium member should provide at least one complete component from the

list of components mentioned in Section 3.

9.8. Multiple Bids

• The SI/ Lead SI in a consortium can submit only one bid.

• The PSP for EDW Database or Data-warehouse Appliance can participate

with at most three lead SIs.

• Technology partners or PSPs of other components can submit multiple

bids as part of more than one consortium.

9.9. Clarifications of RFP

Queries / clarifications will not be entertained over the phone. All queries and

clarifications must be sought in writing or sent to the email-IDs:

[email protected] as per the dates provided in the covering

sheet. No in-person meetings to seek clarifications will be entertained.

SI is requested to collate and submit all the queries together to seek

clarifications / responses from UBI clearly stating the section and Page number

of the RFP to which the query refers. The SI should ensure that all the queries

and clarifications are communicated in writing as per the dates provided in the

covering sheet. Any query sent after the last date for submission of queries will

not be entertained. SI is requested to indicate only one e-mail ID, to which the

clarifications and other communications can be sent.

9.10. Amendment to RFP

At any time prior to the opening of the technical bids, UBI may, for any reason,

either suo moto or arising out of queries of the SIs, amend the RFP document

and publish the same on UBI’s website.

UBI may amend any of the RFP terms, which would be communicated /

indicated on the website. The amendment so carried out will be binding on all

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the SIs. It will be assumed that amendments contained in such addendums have

been taken into consideration by the SIs in their offers.

At any time prior to the opening of the indicative commercial bids, UBI may

seek resubmission of the proposals as per UBI’s requirements. In such case, the

SI should resubmit the proposals as per UBI’s requirements and such

resubmitted proposals should remain valid for a period of 1 year from date of

such resubmission of the proposal. The EMD provided will need to be

correspondingly modified.

9.11. Right to Alter Quantities

The Bank reserves the rights to alter quantities, revise/modify all or any of the

specifications, delete some items specified in this offer, when finalizing its

requirements.

The Bank will place an order for the software, hardware, services and support

based on actual requirements only.

9.12. No Commitment to Accept Lowest or Any Tender

the Bank shall be under no obligation to accept the lowest or any other offer

received in response to this tender notice and shall be entitled to reject any or

all tenders without assigning any reason whatsoever.

9.13. RFP Ownership

The RFP and all supporting documentation are the sole property of Union Bank

and should NOT be redistributed without prior written consent of Union Bank.

Violation of this would be a breach of trust and may, inter-alia cause the SI(s)

to be irrevocably disqualified.

The aforementioned material must be returned to Union Bank when submitting

the proposal, or upon request however, SI(s) can retain one copy for reference.

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9.14. Proposal Ownership

The proposal and all supporting documentation submitted by the SI(s) shall

become the property of the Bank.

The proposal and documentation may be retained, returned or destroyed as the

Bank decides.

9.15. Confidentiality

This document contains information confidential and proprietary to the Bank.

Additionally, the SI(s) will be exposed by virtue of the contracted activities to

the internal business information of the Bank. Disclosures of receipt of this RFP

or any part of the aforementioned information to parties not directly involved

in providing the services requested could result in the disqualification of the

SI(s), premature termination of the contract, or legal action against the SI(s)

for breach of trust.

Selected SI will have to sign a legal non-disclosure agreement with the Bank

before starting the project.

9.16. Governing Law and Disputes

The Bid and the subsequent Contract with the selected Bidder shall be

governed in accordance with the Laws of India and will be subject to the

exclusive jurisdiction of Courts in Mumbai.

9.17. Language of the Bid

The language of the bid response and any communication with the Bank must

be in written English only. Supporting documents provided with the RFP

response can be in another language so long as it is accompanied by an

attested translation in English, in which case for purposes of evaluation of the

bids, the English translation will govern.

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9.18. Presentation

Eligible bidders are required to make presentations to supplement their bids.

The Bank will schedule presentation at the time and locations. Failure of a

bidder to complete a schedule oral presentation to the Bank may result in the

rejection of that SI’s proposal. The presentation should include the

implementation workflow, process methodology and timelines for completion

of the project.

9.19. Price composition

The Charges/fees quoted should be only in Indian rupees only. The

Charges/fees shall be on a fixed price basis and should not be linked to the

Foreign exchange.

Prices shall be inclusive of all costs and taxes to be charged. Taxes, duty,

service taxes, Govt. charges or any hidden cost should be mentioned

specifically. During the offer validity and subsequent contract period, the SI

will absorb any upward revision of prices, custom, taxes (excluding service

tax), Govt. duties and pass on the benefit to UBI in case of downward revision

of Govt. taxes, levies, etc. ATS charges and other maintenance expenses as

applicable should also be mentioned in the offer. Any upward / downward

change in Service Tax will be to the account of Bank. But for TCO purpose, the

bidders should quote with the existing service tax rates. Octroi / Road tax, if

any will be paid extra as per the actuals. The total price should include all the

components mentioned in the Indicative Commercial offer as mentioned in

Annexure G.

Where the Bank will be paying for systems or services beyond the first 12

months any known or possible changes in price must be included for the 2nd

year onwards

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In the event of third – party software products being incorporated in or forming

part of the solution in any form, the SI shall warrant that the software has been

procured by the SI under valid licenses from the relevant IPR owners of such

software and have a legal right to use such software.

Unit license cost for database, application software, Operating system and

environmental software etc. will be arrived by dividing the total cost of

component by number licenses provided for that component.

Cost for PSP implementation support for all the solution component must be

mentioned as a separate line item in the Bill of Material.

The prices agreed upon shall be inclusive of transportation and insurance of all

the equipments i.e., on CIF basis till the time of installation and commissioning

at the respective designated locations.

9.20. Price Freezing / Repeat Orders

The price finalized shall remain frozen/ valid for the entire duration of the

project i.e. implementation, warranty and post-warranty period.

Bank reserves the right to place repeat orders for any of the items at the same

price. No price variation should be asked for relating to increases in customs

duty, excise tax, foreign currency price variation, etc within the minimum

frozen period. However, any reduction in prices due to the principal reducing

the prices, reduction in duties, taxes etc., by the Govt., shall be passed on to

the Bank.

9.21. Alterations or Erasures

All details must be completely filled up. The corrections or alterations, if any

should be authenticated.

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In case the corrections/alterations are not properly authenticated, the offer

will be rejected.

9.22. Offer Validity Period

The offer should remain valid for a period of at least 1 year from the date of

the submission of offer.

9.23. Teaming Agreement

In case of consortium bid, the SI must submit a letter from all the partners

confirming their participation in the bid and agreeing to the conditions of the

RFP and agreement to support the project implementation and subsequent

Warranty and Post-warranty period for the project. The letter should clearly

specify the “SI” and its partners with their roles, responsibility and authority

clearly mentioned.

Any change or divergence in the roles or responsibility after the award of

contract by the SI shall be taken, as non-performance of the contract and UBI

will have the right to terminate the contract at its discretion, which will result

in the forfeiture of EMD.

The actual teaming agreement must be provided to the Bank at the time of

Indicative Commercial Bid Opening. In case there is any divergence from the

conditions defined in the RFP, the Bank reserves the right to reject the bid and

forfeiture of the EMD.

After the project period is over i.e. Implementation plus 1 year warranty plus 6

years of post warranty AMC, the Bank reserves the right to contract separately

with any of the consortium members. It should be mentioned in the teaming

agreement.

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9.24. Evaluation Process

The Technical offers submitted by the SI(s) will be evaluated only if they fulfill

the eligibility criteria as per Section 4. The evaluation process for short listing

of SI(s) will be based on the evaluation matrix given below in section 9.24.

The Evaluation Matrix has been split as follows

1. Enterprise Data Warehouse Solution including ETL and BI, Data Quality

Solution and Data Mining Solution

2. CRM Solution – Operational and Analytical CRM

The SI must qualify for each of these separately. Only those SI(s) who obtain a

minimum of 75% marks or more in each of these sections will be invited to

participate in the reverse auction process. Refer to Annexure R for the list of

documents to be submitted for the evaluation process.

Under clause 9 of the EDW evaluation matrix, the vendor should score minimum

75% marks in each of the sections namely Technical Architecture of the overall

solution, EDW and CRM sections. The decision of the Bank in this regard shall

be final.

9.25. Evaluation Matrix

Only references of the member implementing the particular solution

component will be considered for evaluation purposes.

Enterprise Data Warehouse Solution

Sr. No. Criteria Description Rules of Rewarding Marks Maximum

Marks

1 Technical and Functional Requirements 400

1.1

Technical Requirements - The marks will be based on the proposed solution for EDW / ETL / BI/ Data Quality and Data Mining meeting the technical requirements as specified in Annexure K – Solution Details/Technical Specifications for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K.

275

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The final marks will be allotted only based on the Bank’s reference visit and demonstration of the product during the Technical Presentation. The SI must qualify this criterion, by scoring a minimum score of 80%.

1.2

Functional Requirements - The marks will be based on the solution meeting the functional requirements of the Bank defined in meeting the functional requirements as specified in Appendix 2 -Functional Requirements for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K. The final marks will be allotted only based on the Bank’s reference visit and demonstration of the product during the Technical Presentation. The SI must qualify this criterion, by scoring a minimum score of 70%.

125

2. Implementation Experience – SI 300

2.1

Number of consecutive years the Lead Bidder has provided Enterprise Data Warehouse solution services

15 marks for 3 years and 5 marks for every additional year more than 3 years.

30

>3 Clients 35

3 Clients 25 2.2

References where Lead Bidder has implemented the proposed Enterprise Data warehouse and ETL solution.

2 Clients 15

35

More than 3 40

3 Clients 30

2.3

References where Lead Bidder has implemented an Enterprise Data Warehouse solution with raw Data volumes > 5 TB. The references must be for in production data only.

2 Clients 20

40

More than 5 30

5 Clients 25

4 Clients 20

2.4 References where Lead Bidder has implemented the proposed BI solution

3 Client 15

35

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2 additional marks will be awarded for every implementation in India (Max of 5 marks to be assigned).

More than 3 10

3 Clients 7

2 Clients 5

2.5

References where Lead Bidder has implemented the proposed Data Mining solution


15

More than 3 20

3 Clients 15

2 Clients 10

2.6

Number of customers under Consortium Member where post implementation support has been provided for Data Quality for the last 2 years


25

More than 3 20

3 Clients 15

2 Clients 10

2.7

Number of customers under Lead Bidder where post implementation support for EDW and Data Mining for the last 2 years has been provided


25

More than 1 25 2.8 References where Lead Bidder has implemented and 1 Client 20

50

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implemented and integrated the proposed EDW solution with a Core Banking Solution (CBS)

3 additional marks will be awarded for every implementation in India (Max of 5 marks to be assigned) Additional 20 marks will be allotted if the CBS integrated with was Infosys Finacle

More than 1 40

1 Client 35

2.9

References where Lead Bidder has implemented the proposed Logical Data Model in the BFSI sector. The model implemented must be for an Enterprise Data Warehouse solution only.


45

3 Implementation Experience – PSP 260

3.1

Number of EDW solution installations provided by the PSP in the last three years

5 marks for every installation (Max of 20 marks) 20

More than 3 25

3 Clients 20

3.2

References where PSP’s EDW solution has been implemented

10 additional marks will be awarded for every BFSI implementation (Max of 25 marks to be assigned).

50

> 2 Clients 25

2 Clients 20

3.3 References where the proposed Data Mining solution has been implemented. 1 Client 15

30

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3 additional marks will be awarded for every implementation in BFSI sector (Max of 5 marks to be assigned)

> 2 Clients 17

2 Clients 12

1 Client 7

3.4

References where proposed solution for Data Quality solution has been implemented.

1 additional marks will be awarded for every implementation in India (Max of 3 marks to be assigned)

20

> 3 Clients 45

2-3 Clients 40

One Clients 35

3.5

References where the proposed BI (including dashboards) solution has been implemented

2 additional marks will be awarded for every implementation India (Max of 5 marks to be assigned).

50

> 2 Clients 5

One Clients 3

3.6

References where the proposed CDC solution has been implemented.

3 additional marks will be awarded for every implementation where Finacle was one of the Source applications for a BFSI customer (Max of 5 marks to be assigned).

10

> 2 Clients 6

2 Clients 4

3.7 References where the proposed ETL solution has been implemented One Clients 3

20

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2 additional marks will be awarded for every implementation in India for Finacle (Max of 4 marks to be assigned).

5 additional marks will be awarded for every BFSI customer (Max of 10 marks to be assigned).

3.8

Audited or Published benchmarks for proposed solution on the proposed hardware configuration 10 TB and QpPH > 50000

Audited or published report 60

4 SI Resources 40

31 or more 40

26 – 30 35

21 - 25 30

16 – 20 25

4.1

Number of Implementation experts & Consultants available in India with the SI having more than 2 years of on-site implementation experience in the proposed solution components. Please provide breakup across the different components.

11 - 15 20

40

5 Commercial Strength & viability of the SI 100

Rs.551cr or more 100

Rs.501cr to Rs.550cr 90



Rs.351cr to Rs. 400cr 60

5.1

Business Turnover of the SI for the last three years (Number of years to calculate the average will be taken as per the actual number of years in business)


100

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Reference Evaluation - The reference sites proposed must at a minimum comply with the following: 1. At least one site should be a location where the SI is providing Support and Maintenance service for an EDW solution 1. At least one site must be a location where the SI has implemented the EDW solution and the Data Mining solution.

6

Note: The reference feedback will be evaluated and if needed, a reference visit might be undertaken for verification by UBI officials.

The marks will be based on the feedback received from two reference sites as specified in the below mentioned matrix. Bank will request feedback through mail from these reference sites. The average of both the feedback on different parameters will be taken for technical evaluation. If one of reference site does not respond, the values for the parameters requested in the feedback will be taken as ZERO.

100

Implemented in time 25

Implemented with permissible delay 15 6.1

Adhering to the implementation time lines fixed by Customer

Implemented with Delay 5

25

Fully met 25

Partial 15 6.2

Application meeting the functional requirements of the Bank

Minimal 5

25

6.3 Post Implementation Support Excellent 25 25

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Good 20

Satisfactory 15

Poor 5

Excellent 25

Good 20

Satisfactory 15

6.4 Project Management

Poor 5

25

Marks will be assigned by an internal committee based on the following criteria:

Expertise in Domain

Resources in the banking domain - Depth of experience, nature of projects executed with similar scope

10

7 Presentation and evaluation by internal committee

Project Work Plan

Proposed Work Schedule and adherence to the timelines defined by UBI

10

100

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Logical data model demonstration

Subject Areas covered by the model, Ease of customizing to UBI’s requirements, India localization, Whether the model is a Banking industry model

10

Similar Integrations

Has the company executed similar EDW projects – Variety of source systems, nature of subject areas implemented, etc.

10

Expertise on Tool

No of resources available in India, projects executed using the tool, center of excellence / dedicated practice, IP generated

10

Relevance of case studies

Similarity with UBI, approach for problem solving etc

10

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Solution Completeness

Adherence to the technical and functional scope as defined in the RFP

10

Resources for Project

Availability of resources who have worked on similar projects for Banks

10

Finacle and Treasury Systems Expertise

Experience of integrating with Finacle and Treasury applications as source or target applications

10

Ability to leverage past experience for EDW implementations

Strategy to interact with the source/target application developers

10

Marks will be assigned by an internal committee based on the proposed solution architecture and how the vendor proposes to integrate all the different solution components. Metadata Capture and Standardization across the proposed solution components

10

8

Overall Technical Architecture and Integration across all solution components

Master data Standardization across proposed components

10

100

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Security Considerations for the proposed solution

15

Provision for Backup and Recovery

5

Provision for Data Archival and historic data maintenance

5

Integration of the overall solution components to ensure effective administration of the solution

15

Availability of System Administration Tools

10

Availability of Performance Monitoring tools as part of proposed solution

10

Solution Scalability 10

Solution Manageability 10

Total 1400 CRM Solution

Sr. No.

Criteria Description Rules of Rewarding Marks Maximum

Marks

1.

Requirement - The marks will be based on the proposed solution for CRM including Operational and Analytical CRM solutions meeting the technical requirements as specified in Annexure K – Solution Details/Technical

350

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Specifications for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K. The final marks will be allotted only based on the Bank’s reference visit and demonstration of the product during the Technical Presentation.

2. Implementation Experience – SI 240

10 marks for 5 years and

2.1

Number of consecutive years the Consortium Member has provided CRM implementation services

10 marks for every additional year more than 5 years (Max of 20 marks to be assigned)

30

More than 5 40

5 Clients 35

4 Clients 30

3 Clients 25 2.2

References where Consortium Member has implemented Operational CRM components.

3 additional marks will be awarded for every implementation India (Max of 10 marks to be assigned)

50

> 3 Clients 30

3 Clients 25

2 Clients 20

2.3

References where SI has implemented an Operational CRM solution for a BFSI customer with number of users > 500. The references must be for in production sites only.

One Clients 15

30

More than 3 35

3 Clients 30

2 Clients 25 2.4

References where SI has integrated the proposed Operational CRM solution with the proposed EDW solution

One Clients 20

35

2.5 References where h

More than 3 35 45

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3 Clients 20

2 Clients 20

SI has implemented the proposed Analytical CRM solution 3 additional marks will be awarded

for every implementation India (Max of 10 marks to be assigned).

> 2 Clients 30

2 Clients 25

2.6

Number of Customers under SI’s post implementation support for Operational CRM for the last 2 years

One Client 20

30

> 2 Clients 20

2 Clients 15

2.7

Number of Customers under SI’s post implementation support for Analytical CRM for the last 2 years

One Client 10

20

3. Implementation Experience – PSP 120

10 marks for 5 years

3.1

Number of consecutive years the PSP has provided Operational CRM Solutions

5 additional marks for every additional year more than 5 years (Max of 30 marks to be assigned)

40

More than 5 30

5 Clients 25

4 Clients 20

3 Clients 15

2 Clients 10 3.2

References where PSP’s Operational solution has been implemented in a BFSI customer.

2 additional marks will be awarded for every implementation India (Max of 10 marks to be assigned).

40

3.3 References where h d

> 2 Clients 25 40

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2 Clients 20 the proposed Analytical CRM solution has been implemented in a BFSI customer.


4 SI Resources 40

31 or more 40

26 – 30 30

21 - 25 20

16 – 20 10

4.1

Number of Implementation experts & Consultants available in India with the SI having more than 2 years of experience in the proposed solution components. Please provide breakup across the different components.

11 - 15 5

40

5 Commercial Strength & viability of the SI 100

Rs.551cr or more 100




Rs.351cr to Rs. 400cr 40

5.1

Business Turnover of the SI for the last three years (Number of years to calculate the average will be taken as per the actual number of years in business) Rs.300cr to Rs.350cr 25

100

6

Reference Evaluation - The reference sites proposed must at a minimum comply with the following:

The marks will be based on the feedback received from two reference sites, on implementation adhering to time schedule, meeting the functional requirements and post implementation support in those Banks as specified in the

100

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1. At least one site should be a location where the SI is providing Support and Maintenance service 2. At least one site must be a location where the SI has implemented the Operational and Analytical CRM both.

Note: The reference feedback will be evaluated and if needed, a reference visit might be undertaken for verification by UBI officials.

below mentioned matrix. Bank will request feedback through mail from these reference sites. The average of both the feedback on different parameters will be taken for technical evaluation. If one of UBIs which is given as reference site does not respond, the values for the parameters requested in the feedback will be taken as ZERO.

Implemented in time 25

Implemented with permissible delay 15

6.1

Adhering to the implementation time lines fixed by Customer

Implemented with Delay 5

25

Fully met 25

Partial 15 6.2

Application meeting the functional requirements of the Bank

Minimal 5

25

6.3 Post Implementation S t

Excellent 25 25

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Good 20

Satisfactory 15

Support

Poor 10

Excellent 10

Good 7

Satisfactory 3

6.4 Project Management

Poor 0

25

Marks will be assigned by an internal committee based on the following criteria:

Expertise in Domain

Resources in the banking domain - Depth of experience, nature of projects executed with similar scope

10

Project Work Plan

Proposed Work Schedule and adherence to the timelines defined by UBI

15

7 Presentation and evaluation by internal committee

Operational and Analytical CRM Tool Demonstration

Demonstration of the tool and the extent of coverage of the out-of the box functionality provided by the tool

20

100

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Expertise on Tool

No of resources available in India, projects executed using the tool, center of excellence / dedicated practice, IP generated

10

Relevance of case studies

Similarity with UBI, approach for problem solving etc

15

Solution Completeness

Adherence to the technical and functional scope as defined in the RFP

15

Ability to leverage past experience for Operational and Analytical implementations

Ability to leverage past experience for Operational and Analytical implementations in terms of analytics and customizations

15

Total 1050 9.26. Timelines for the Project Implementation

The implementation of this project is planned to be in three phases

Phase Activity Duration of Activity

Define and validate functional and technical requirements across the Bank I

Develop the Enterprise Data Model for all the verticals within the Bank

6 months

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Conduct Source System Study

Sign-off from the Bank for BRD, SRS and LDM Design

EDW Design and Implementation based on the design defined in Phase I

Extract Data from Finacle, LAS, Credit Card, Union Parivar and Kastle and load into the EDW based on the mapping with the Data model

Integration of all current downstream applications currently using Finacle data as defined in Appendix 1 – List of Applications, i.e. MIS, CIBIL, ALM, AML, MFTP etc.

BI environment development and integration with UBI’s Intranet portal.

II

300 reports created with complete personalization available to allow users to modify the reports as per their individual requirements. In addition up to 100 MIS reports might need to be re-developed based on the requirements specified as part of Phase 1

6 months

EDW Design and Implementation for all other source systems not part of Phase 2 and defined in Appendix 1 – List of Applications

III

Integration of all downstream applications which have not specifically mentioned as part of Phase 1 and are defined in Appendix 1 – List of Applications

9 months

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Extension of BI Environment

Additional 400 reports created with facility for complete personalization available to allow users to modify the reports as per their individual requirements.

Operational CRM Implementation

Integration of Operational CRM with EDW

Analytical CRM Implementation and Integration with EDW and Operational CRM as required

Data Mining Solution and Implementation of 3 models and Integration with EDW

The vendor must propose the methodology that they propose to follow and how

the structuring of the different activities within each of the 3 phases will be

completed. The above phasing is a suggested phasing and the vendor can

recommend another approach as per their Project Methodology. However, the

Bank reserves the right to accept / reject the suggested approach.

9.27. Sizing Information for Data and Users

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7

Data Volumes 8 10.5 13.5 17.5 23 30 40

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(TB)

Total no. of Users accessing the EDW 820 1325 2525 3700 5300 6550 7050 a. User Licenses –Dashboard 200 350 625 900 1250 1500 1500

b. User Licenses – Power 400 625 1250 1750 2500 3000 3000

c. User Licenses – Report Writers 20 50 50 50 50 50 50 d. User Licenses –Standard Users 200 300 600 1000 1500 2000 2500

No. of Queries per day (within the 8 business working hours. The peak load of 75% will be within 2 hours) These queries would include those fired by the downstream application on the

10000 – 11500

11500-13000

13000 – 14500

14500- 16000

16000 - 20000

16000 - 20000

16000 - 20000

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Data Warehouse

Query Mix % (Simple / Medium / Complex)*

50 / 30 / 20

30 /40 /30

30 /40 /30

30 /40 /30

30 /40 /30

30 /40 /30

30 /40 /30

No. of Concurrent Users 60 80 100 150 200 300 300

*Simple Query: Query with 1 or 2 tables join with Primary Index select

condition on a base of 100,000 records with 10,000 records in the query results.

At least 90% queries to complete within 5-6 Seconds with 20 concurrent

submitted queries on DW Server.

*Medium Query: Query with 2 to 3 table joins with interim spool file of 100,000

rows with sort & group by function and 100,000 rows in query results. At least

90% queries to complete within 150-180 Seconds with 20 concurrent submitted

queries on DW Server.

*Complex Query: Query with more than 3 tables joins with interim spool file of

100,000 rows with sort & group by function and query results with 100,000 rows

in query results. At least 90% queries to complete within 1200-1500 Seconds

with 20 concurrent submitted queries on DW Server.

The different types of users are defined as under

Executive User The Executive Users are the top management level users, who view the reports/dashboards in order to get the picture of the overall performance of the department/ organization.

Power User The Power users are those who require the reports for further analysis and reporting

Standard User The users who will be receiving published reports and not be able to modify the reports, but can do standard slice–dice on the data.

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9.28. Payment Terms

The terms of payment will be as follows:

HARDWARE (including all required environmental software and database):

The delivery and installation of all hardware required for the Phase I and II

must be completed by end of Phase I. Additional hardware required for Phase

III must be delivered and installed by UAT sign-off of Phase II.

Hardware for Phase I and Phase II:

50% of the cost on delivery of hardware

20% of the cost on installation of hardware

20% of the cost on Phase II UAT sign off

10% of the cost after completion of warranty period (or against a Bank

Guarantee for the equivalent amount and valid for the entire warranty

period)

Warranty starts from the date of UAT sign-off for Phase II

AMC will start after completion of Warranty

Hardware for Phase III (the delivery of the hardware required for Phase III

should be completed by UAT sign-off of Phase II itself):

50% of the cost on delivery of hardware

20% of the cost on installation of hardware

20% of the cost on Phase III UAT Sign off



period)

Warranty starts from the date of UAT sign-off for Phase III

AMC starts after completion of Warranty

Incremental hardware:

65% of the cost on Delivery

25% of the cost on installation

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period)

Warranty starts from the date of UAT sign-off

AMC starts after completion of Warranty

Refresh for Incremental Hardware

The Bank would like the vendor to provide incremental hardware in Year 2 and

Year 4 after Phase III UAT sign-off.

Vendor must provide details for the refresh policy to be adopted for the refresh

of hardware in years 2 and 4.

The Bank may at its discretion decide to exercise the option of either post-

poning or pre-purchasing the defined hardware as per their requirements

within the given overall project duration.

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Milestone Reached Payment (% of Total Cost components)

For Software(including all databases and application software) and Services

Phase I Sign-off

15% of the total contract value for all software

and services excluding AMC, ATS and on-site

support charges

Phase II completion



support charges

Phase III completion



support charges

1 year from the date of sign-off

of Phase II



support charges

1 year from the date of sign-off

of Phase III



support charges

Cost of Incremental software

after Phase III as defined by the

requirements in

90% on Delivery, installation and migration if

required and 10% will be paid after 1 year is

completed. The delivery period for all such

procurement will be 4 weeks and installation

and migration if any will need to happen

within a week of delivery, failing which

Liquidated Damages as specified in Section

9.29 will be levied.

AMC

Actual amount as per the BoM will be paid

yearly in arrears. The payment can be made in

advance against a Bank guarantee for a single

quarter only

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Note: In case the ATS starts from the first day of the date of delivery, the SI

will have to absorb the cost up to such time that the installation and UAT sign-

off (corresponding phase) on the production environment has been completed.

For support services:

Payment for on-site support charges will be paid quarterly in arrears

General Conditions:

• No advance payment will be made prior to the start of the implementation.

• All applicable taxes and duties will be deducted at source as per applicable

laws.

• Any penalties / liquidated damages imposed on the SI for non-performance

will be deducted from the payment as deemed necessary.

9.29. Liquidated Damages

If the SI fails to deliver any or all of the Service(s) / Systems or perform the

Services within the time period(s) specified in the Contract / Agreement, UBI

shall, without prejudice to its other rights and remedies under and in

accordance with the Contract / Agreement, levy Liquidated Damages (LD) from

payments due to the vendor. For calculation of LD,

During Implementation:

1. The contract price for calculation of LD is TCO excluding AMC/ATS

charges and on-site support charges.

2. The overall LD during implementation will be to a maximum of 10% of

the contract value.

3. LD for delay in completion of the Service(s) for each week of delay

beyond the scheduled completion date or part thereof, will be a sum

equivalent to 0.5% of Contract price per week. In case of undue delay

beyond a period of 15 days unless otherwise waived by the UBI, UBI may

consider termination of the Contract.

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4. In case of incremental hardware, delay in delivery will attract LD of 1%

per week of the cost subject to maximum of 10% of the cost of the

incremental hardware.

5. If the OEM refuses to support the Hardware/Software model supplied to

Bank for the entire period of 7 years, the SI must upgrade with latest

model at no additional cost to Bank.

6. Part of week will be considered as full week.

7. For the purpose of liquidated damages scheduled completion date will

be taken as date of issuance of acceptance certificate / commissioning.

8. This would be in addition to any penalties levied on account of the

system not meeting the defined service levels.

9. The Bank will use the hardware delivery schedule and project schedule

provided by the SI as part of the RFP response for applying the Liquidity

Damages clauses.

10. UBI reserves the right to recover by any other method. Bank can deduct

the amount of liquidated damages from any money belonging to the SI in

its hands (which includes UBI’s right to claim such amount against SI's

Performance Bank Guarantee) or which may become due to the SI.

11. Any such recovery or liquidated damages shall not in any way relieve the

SI from any of its obligations to complete the works / service(s) or from

any other obligations and liabilities under the Contract/Agreement.

12. Bank reserves the right to condone the delay, if it is not attributable to

the SI.

Post Implementation:

1. A penalty of Rs. 10000 shall be charged per hour for non-conformance

with the Service Response and resolution Time table as specified in

above point No. 8.13.

2. In case the PSP refuses to support the version used by UBI for the full 7

year period, the SI must provide the Bank with a version upgrade and

implement the same at no additional cost to the Bank. Failure of doing

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the same may force the Bank to forfeit the Bank Guarantee and may

terminate the contract.

3. In case the peak load on the servers is exceeded more than twice in a

month even when the transactions volumes are well within the projected

volumes, the SI will provide one man-month of ETL support to the Bank

free of charge as penalty for exceeding the peak load.

4. In case the system is down continuously for more than 3 hours a day, an

additional penalty of Rs. 10,000/- will be levied.

5. In case of multiple failures in a single day, additional penalty of Rs.

10,000/- will be levied per failure.

6. If the monthly uptime of 99% is not met, for every 1% cumulative

downtime, 1% of AMC/ATS charges for one month (both for hardware and

software) will be levied as penalty.

7. If the uptime goes below 90% in a particular month, no AMC/ATS charges

will be paid for that month.

9.30. Resolution of Disputes

All disputes and differences of any kind, whatsoever, between the SI and the

Bank, arising out of or in relation to the construction, meaning, operation or

effect of the Contract, shall be settled amicably by the Steering Committee. If

after thirty days from the commencement of such informal negotiations, Union

Bank of India and the Bidder are unable to resolve amicably a contract dispute;

either party may require that the dispute be referred for resolution by formal

arbitration.

All questions, disputes or differences arising under and out of, or in connection

with the contract, shall be referred to two Arbitrators: one Arbitrator to be

nominated by the Bank and the other to be nominated by the SI. In the case of

the said Arbitrators not agreeing, then the matter will be referred to an umpire

to be appointed by the Arbitrators in writing before proceeding with the

reference. The award of the Arbitrators, and in the event of their not agreeing,

the award of the Umpire appointed by them shall be final and binding on the

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parties. The arbitration and conciliation act 1996 shall apply to the arbitration

proceedings and the venue for arbitration shall be at Mumbai, India. In case the

SI would like to exit the project, the same shall be taken up by the Arbitration

process.

9.31. Force Majeure Clause

There shall be no liability or responsibility, on the part of both the Bank and

the SI(s) providing the implementation services for EDW, CRM - Operational &

Analytical and Data Mining, for the consequences arising out of the interruption

of the business acts of God, Riots, Civil commotion, Insurrections, Wars or any

other causes beyond their control or by any strikes or lock outs.

Any such interruption due to Force Majeure should be informed by the SI(s) to

the Bank in writing within two days of such event.

9.32. Limitation of Liability

Vendor’s aggregate liability under the contract shall be limited to a maximum

of the Contract value. This limit shall not apply to third party claims for 1) IP

infringement indemnity; 2) bodily injury (including death) and damage to real

property and tangible personal property caused by vendor’s gross negligence.

For the purpose of this section, Contract value at any given point of time,

means the aggregate value of the purchase orders placed by Bank on the

vendor that gave rise to claim, under this tender. Vendor shall not be liable for

any indirect, incidental or special damages under the agreement/ purchase

order.

9.33. Response Submission

Interested SI(s) are requested to submit their offers in three parts – Preliminary

Eligibility, Technical Offer & Indicative Commercial Offer. All the parts must be

submitted at the same time giving full particulars as per the prescribed formats

in separate sealed covers duly super-scribed “Preliminary Eligibility for EDW

and CRM Implementation”, "Technical Offer for EDW and CRM Implementation”

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and "Indicative Commercial Offer for EDW and CRM Implementation” and hand

delivered at the following address:

The General Manager, Department of Information Technology, Union Bank of India, Technology Centre, Adi Shankaracharya Marg, Opp. Powai Lake, Andheri - East, Mumbai 400072

The Technical offers and Indicative Commercial offers must be accompanied by

RFP document fees of Rs. 25,000.00, if not already paid, and Earnest Money

Deposit of Rs. 200.00 lakhs.

No offers received after the specified time and date will be entertained. Offers

sent through courier/post will not be considered. In case of the designated day

being declared to be a public holiday, the same may be extended to next

working day with same timings.

The SI(s) should also submit a soft copy of their technical offer document in

MS-Word 2000 and PDF formats on a CD, clearly titled “Soft Copy of Technical

Offer for SI for EDW” along with their offers. In case of any discrepancy

between the soft copy and the hard copy of the offers the hard copy would be

treated as the Authorized Version.

Documentary proof must be submitted for all the claims made by the SI.

The Bank reserves the right to accept/reject any or all offers submitted in

response to this RFP without assigning any reason whatsoever.

The technical offers will be opened as per the date and time mentioned on the

Page no. 1 of this document at the above address. The representatives of the

SI(s) are requested to be present for the opening of the technical offers. No

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separate intimation will be given in this regard to the SI(s). Only one

representative of the SI will be allowed.

10 Terms and Conditions of the Contract No assumptions or deviations to the terms and conditions laid down in the RFP

will be permitted. The response of the SI has to comply with all terms and

conditions specified in the RFP.

10.1. Definitions

In the Contract, the following terms shall have the following meanings and shall

be interpreted accordingly:

a. "Union Bank of India" or “The Purchaser” or “UBI” or “UBI” means Union

Bank of India.

b. "The Contract" means the agreement to be entered into between Union

Bank of India and the Bidder as recorded in the contract form duly signed

by the Parties, including all annexure, schedules, exhibits, supplements,

appendices, amendments, revisions, notations and modifications thereof

to provide / carry out the Services of SI, supply and implementation of

customized software and as indicated / spelt out in SECTION 3 - Scope of

Work.

c. ‘Bidder’ or ‘SI’ means any person / persons / firm / company / lead

member of the Consortium, etc., who has submitted bid to UBI and shall

include its authorized representatives and successors.

d. Project Period refers to the entire period of the project, i.e. 7 years

including implementation and maintenance period.

10.2. Interpretation

In this Agreement, unless otherwise specified:

a. The clauses heading are purely for convenient reference(s) and do not form

part of this Agreement;

b. A reference to a clause number is a reference to all of its sub-clauses;

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c. A reference to a clause, sub-clause or section is a reference to a clause,

sub-clause or section of this Agreement, including any amendments or

modifications to the same throughout the course of this Agreement being

valid;

d. A word in the singular form encompasses the plural and a word in the plural

form encompasses the singular;

e. A word indicating a gender encompasses any other gender as well;

f. A mention to a person refers to any partnership or corporate body thereof,

if applicable;

g. Any time period (E.g. Last 3 years) must be in relation to the date of

release of the RFP, unless specified otherwise.

10.3. Conditions

a. All services to be provided by the SI will be in a central location based in

Mumbai only. If required, UBI may change the location with prior intimation

to all concerned stake holders.

b. Media must be provided for all software components including database,

application and environmental software and Operating System to the Bank.

c. The SI’s representatives will not carry any media with them to/from Bank

during project implementation. The final contract with the SI will contain

non-disclosure clauses to maintain data confidentiality of the bank.

d. Upon completion of the project, all data pertaining to this project shall be

handed over to UBI by the SI and the same permanently erased from the SI’s

machines before moving out of UBI’s premises.

e. All decisions made by Union Bank of India with respect to the RFP will be

considered as final and no claims by any SI will be entertained

subsequently.

f. On any issue or area of material concern in respect of the bid not

specifically dealt within these Business Rules, the decision of UBI shall be

final and binding on all concerned.

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g. The bidder shall not subcontract or permit anyone other than its personnel

to perform any of the work, service or other performance required of the

bidder under the contract without the prior written consent of UBI.

h. The SI participating in the tender process should submit a certificate from

Principal Solution Provider for their onsite participation till completion of

the solution component implementation. The onsite participation must also

cover any future need that might arise as a part of the solution

implementation e.g. integration with other solution components, etc.

i. The rules concerning multiple bids by SI/PSP will be as mentioned in section

9.7 Multiple Bids.

j. The proposed solution must be platform independent, i.e. at a minimum

support all Operating Systems used by the Bank i.e. Windows platforms, Red

Hat Linux, Sun Solaris, AIX, HP Solaris and HP UNIX.

k. If a third party claims that the product provided by the SI to UBI, infringes

on the party’s patent or copyright, the SI will defend UBI against that claim

at its own expense and pay all costs, damages and attorney’s fees that a

court finally awards. UBI will be allowed to either use the same product or

the SI will provide UBI with equivalent product functionality at no extra cost

to the Bank.

l. The Bank reserves the right to request the SI to provide additional

documentary proof for any claims made in the proposal.

m. Any customization/process developed by the SI for the purpose of the

project shall be considered the property of the Bank and cannot be used by

the SI without the consent of UBI.

n. All scripts developed by the SI for the EDW project will be made available to

the Bank in an open format with proper documentation without any

restrictions on its use by UBI or any payment considerations.

o. The Bank can, at its discretion terminate the contract, if the service of the

SI is found to be deficient or the SI has violated any condition specified in

the RFP or the subsequent contract.

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p. The SI will need to furnish a performance bank guarantee of 25% of the TCO

of the project excluding AMC/ATS and on-site support charges at the start

of the project valid for a period of one year after go-live of Phase 3 and it

should be renewed annually for the entire duration of the project. The

format for the same will be provided by the Bank to the selected SI.

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11 Appendix 1 – List of Applications

Sr. No Name Of The Application

Current Hardware / Software Configuration

Database Current Size (MB)

Frequency of Updating DB

Average Growth Rate of Data in Terms of Size (Monthly in MB except where specified otherwise)

Whether Source or Target or both from the EDW for incremental loads

1 CIBIL Intel Xeon , 2 GB, 147 GB Foxpro

100 Monthly 50 Target

2

OLTAS – Online Tax Accounting System

Intel Xeon Dual Core, 2 GB RAM, 36 GB X2 SATA HDD Expandable Up to 3 More HDDs Windows 2003 SE

300 Daily 100 Source

3

EASIEST – Electronic Accounting System for Excise and Service Tax



4

STASS – Sales Tax Accounting System Software


150 MB – New Delhi, MUMBAI – 3 GB, Raipur – 10 MB

Daily 150 Source

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5 Internet Banking

Database Server : 4GB RAM + Storage

40

Daily, As per transaction in bank

5% Source

6 AMLOCK (Anti Money Laundering)

1 Database Server, 1 App Server, External Storage, 5 Workstations Win 2003 Server

90000 Daily 8000 - 10000 Target

7 Mpay (Mobile Payment System)

(Hardware & Database is at SI(s) place Chennai)

Source

8 LAS (Lending Automation Solution)

Windows 2003 ,Tomcat, Websphere, Oracle 9i

Source

9 Finacle (CBS)

Enterprise Risk-IB Servers 2300 MHz 64 dual Core CPU in App Server, 32 CPU in DB AIX, Finacle

7 TB Daily 50 GB Source

10 Kastle

Win 2000 Server with 4 GB Memory 2 node cluster Kastle

30000 Online 250 Source

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11

ALM Software (PINNACLE) version 2.7 (Downstream application for the EDW)

IBM X 460 8-way Xeon Server populated with 4 CPUs Xeon MP3.0+ GHz, 1M L2 Cache,8 MB L3 Cache. Memory- 8 GB ECC DDR2 SDRAM, Hard Disk 2 units of 73GB 15000 RPM SAS HDD, Storage IBM DS 4300 HDD 8*142GB Ultra 320 Fibre channel hot swappable Power Builder 6.0

20 GB Fortnightly 1000 Both

12 Union Parivar PeopleSoft 300000 Daily 4000 - 5000 Source

13

A1-A4 Package (Finance Planning & Support serv Div-Central Accts Dept.)

HP9000 UNIX Server MF COBOL, Unix

9000 Quarterly 2500 Source

14 REVELEUS IBM AIX 5.3 Server Oracle 10g

Quarterly 4000 Both

15 CMS Compaq alpha server HP unix


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16

GL/GLDE(Finance Planning & Support serv Div-Central Accts Dept.)

HP9000 UNIX Server MF COBOL


17

WRITE OFF (Finance Planning & Support serv Div-Central Accts Dept.)

HP9000 UNIX Server MF COBOL

1000 Yearly 200 Source

18 LMS (Lead Management System)

Intel Xeon ,4 GB, 147 GB 200 Both

19 Management Information System (MIS)

MSSQL server 2005, Business Intelligence Studio, .NET framework 2.0

7 GB Weekly, Monthly 5 GB Both

20 Finacle – For Foreign branches

Enterprise Risk-IB Servers 2300 MHz 64 dual Core CPU in App Server, 32 CPU in DB AIX, Finacle

Source

Additional applications to be integrated with the EDW Solution

21 DeMAT Source

22 MFTP Both

23 Call Center Both

24 VIGL, Credit Cards Source

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25 Operational and Analytical CRM Application (to be implemented by the SI as part of this project) Both

26 Tele-banking Source

27 Wealth Management Source

28 Portfolio Management Source

29 Financial Inclusion-Fino Both

30 Rating Assessment Management System Both

31 Operations Risk Management Target

32 Derivatives Source

33 Data Mining Solution (to be implemented by the SI as part of this project) Both

34 Bullion Trades Source

35 Document Management System Source

36 Channel Finance Source

37 Base24 ATM Switch Source

38 View Wise Source

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12 Appendix 2 – Functional Requirements

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Subject Area Description

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1

Account Related Information

Analysis based on Account Information of the Customer to better understand Customer Behavior. Sample Analytics are: 1. No of Accounts Opened in a given time period, 2. Trends in Monthly Account Balances, 3. Accounts Closures and Reasons for the same, 4. Movement in Accounts, 5. Cost of servicing the Account, Depletion, 6. Ticket Size, 7. Interest Rate Analysis, 8. Account Tenor, 9. Overdue and Outstanding Account Analysis, 10. Dormant Accounts, 11. Blocked Accounts, 12. Revenue from each account and maintenance costs; 13. Review and Renewal of Accounts; 14. Direct and Indirect Tax Payment Analysis 15. Loan Takeover Analysis 16. Processing Fees

X X X X X X X X

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17. Employee accounts 18. Rejected Account Applications and reasons for the same 19. Agri Debt Waiver & Debt Relief Status 20. Restructuring, Re-phasing, Rescheduling of the A/Cs - The information regarding Amount, Date, Present status of a/c, Recovery and adjustment of a/cs 21 Profile of borrowers 22. Maturity profile of Loans 23. Loan Products 24. Sectoral Analysis of loans 25. Large Exposure 26. Loans in arrears 27. Related Party Lending 28. Collateral Management

2

Customer Segmentation and Profiling

Using Standard OLAP and Mining techniques, perform 1. Customer Segmentation and Analytics based on Demographics such as race, age, income, caste, sub-caste, educational attainment, employment status, customer behavior, etc; 2. Geographical Analysis, 3. Customer Life Cycle Analysis, 4. Customer Preference and Behavior Analytics, etc. 5. Land Holding 6 A ti it b d l i

X X X X X X X

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6. Activity based analysis 7. Means of borrower 8. Agri Land Holding wise separation of Agri advances i.e. Marginal Farmers, Small Farmers and Others 9. Activity wise segmentation of Agri advances i.e. crop loan, minor irrigation, farm mechanization, horticulture plantation etc.

3 Product Analysis

Using Standard OLAP and Mining techniques, perform analytics on the 1. Product Profitability, 2. Product Performance vis-a-vis targets, 3. Product Pricing, 4. Product Cannibalization, 5. Product Leaders and Laggards Analysis, 6. Geographical Distribution of Products, 7. Product wise Disbursement and cumulative outstanding under the category, Sanction limit, repayment, undisbursed amount, interest rate charged 8. Product Bundling

X X X X X X X

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4 Competitive Analysis

Comparison with the performance of public sector unit banks, private banks, peer banks and foreign banks w.r.t 1. market share, 2. profitability, 3. Wallet sizing, 4. Potential Share, 5. Industry share, 6. growth in numbers and volumes; 7. Competitive analysis on parameters such as a. profit, b. expenses, c. advances, d. deposits; 8. Performance analysis on Domestic and International business 9. Comparison with competitors 10. Comparison with competitors in terms of customer promise relating to deliverables such as statements of account, cheque book issue, outstation credit, duplicate DD issued etc. 11. Performance of the treasury department of UBI vis-à-vis market in terms of profitability 12. Product Features and Charges

X X X X X X X X X

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13. Customer Segment Targeted 14. Market Reports 15. Products and Facilities offered 16. Reach of Branch Network 17. Center wise Competitive Analysis based on RBI data

5 Channel Analysis

1. Channel Profitability, 2. Channel Performance across the different channels available to UBI Customers vis-a-vis targets, 3. Customer Channel preferences, 4. Channel availability, 5. Channel Management reports, 6. Analysis on Opening / Closure / Relocation of Channels 7. Channel cannibalization, 8. Channel capacity and idle time, 9. Resource allocation by Channel, 10. Customer Profiles using alternate channels such as Internet Banking, Telebanking, SMS Banking, Credit cards, ATM 11. Transaction patterns 12. Inter-Branch Performance by Product Analysis, 13. Peer and non-peer Banks in the Vicinity, etc.

X X X X X X X X

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6 NPA Analysis

1. Delinquency ratio branch-wise, 2. Defaulters, 3. Outstanding Analysis, 4. last stock statement; 5. NPA concentration by industry segment, activity 6. geographies, 7. product, 8. top 20 (80%) NPAs; 9. NPAs by Business Class / Legal Status / Loan Class, 10. Ticket Size; 11. Outstanding NPAs; 12. New slippages and up-gradations; 13. NPA movements 14. Age wise NPA 15. Quick mortality (<1, 1-2, 2-3 yrs) - No of Accounts 16. NPA under takeover (productwise/ genderwise) analysis 17. Recovery under NPA accounts 18. Quarterly list of NPA accounts with outstanding of Rs.25.00 lakhs. 19. NPA under unsecured advances - By facility

X X X X X X X X X X

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6a

Restructured Account Analysis

1. Account and Amount 2. Current Account status 3. Slippages 4. Movement to NPA 5. Recovery under restructured account 6. Accounts adjusted Secured vs. unsecured analysis 7. Amount Outstanding before and after re-structuring, Sacrifice

X

7 Personnel/Staff Analysis

1. Contribution of Staff to Branch Performance, 2. Performance of Staff, 3. Staff Productivity, 4. Training and skill levels 5. Appraisal Report (CRs) 6. Underwriter and Loan reviewer performance analysis based on delinquency , profile of customers, sanctioned amount, products underwritten 7. Reimbursement of a. Medical Aid expenses b. Hospitalization expenses c. Leave fare expense d. Conveyance expense e. Cleaning expense f. Newspaper expense g. Entertainment expense h. School fees i. Health check up expense

X X X X X X

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j. Travelling expense

8 Attrition analysis

1. Closure of Accounts and the reasons for the same; 2. Migration Analysis; 3. Closure by repayment/ settlement/ upgradation/ legal 4. Quick Mortality of Accounts (<1 yr, 1-2 yr,2-3 yrs)

X X X X X X X

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9

Customer Relationship Optimization

1. Customer grievances; 2. Cost of servicing the Customer, 3. SLAs for Customer Request Resolution, 4. Customer Requests Analysis, 5. Customer Interactions by individual Channel, 6. Customer Profitability, 7. no. of customers having ATMs cards, 8. e-banking, SMS, Mobile, Pre-paid Cards, RTGS, ECS 9. Demat facility, 10. credit cards; 11. Top 20 (80%) relationships by value (total earnings); 12. Total Wallet share ; 13. Number of Products and Accounts; 14. Total value of relationship; 15. Repeat orders for individual customers etc.; 16. Extent of adoption of Insurance coverage features under products offered by UBI 17. Details of Personal Accident Insurance cover for UGC holders i.e. Premium paid, Validity etc.

X X X X X X X

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Campaigns, Cross-sell, and Up-Sell

1. Campaign Analysis, 2. Acquisition Cost, 3. Product Positioning, 4. lead management; 5. Location-wise analysis; 6. Analysis of cross-sell and up-sell by Geography / Channel / Customer Profiles /Customer Segments, etc. 7. Captive Client Analysis for Government Business to cross-sell Tax services 8. Cross-sell opportunity to Customers paying Direct and Indirect Tax 9. Amount Sanctioned, No of Accounts sourced, amount disbursed under the campaign

X X X X X

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11 Interest Income analysis

1. Interest income on Advances 2. Interest income on Investments 3. Other interest income; 4. Interest paid on deposits 5. Other interest paid 6. Non interest income - Vertical wise 7. Value of Relationship based on Interest Income; 8. Product Pricing based on Loss / write off 9. Margin Analysis for Risk Premium 10. Commission Income Analysis 11. % of return and Advances Available (Comparative Interest Rate Analysis) 12. Interest Income earned vis-a-vis targets set) 13. Yield on Income 14. Int. on Agril Advances, Processing fees 15. Sundry Deposits and Suspense Accounts 16. Retail and Non-Retail income for computation of segment reporting 17. Premature withdrawal of deposits 18. Pre payment of loans

X X X X X X X X X

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12

Risk Adjusted Return on Capital (RAROC)

Return on risk weighted capital allocated for individual accounts. Fund and Non-Fund based Unavailed Limits Expected Loss Cost of Funds Transaction Cost

X X X X

13

Monitoring the Credit Status

1. MCMR – Monthly credit Monitoring Report from branches covering overdue positions, 2. status of documentations, date of document and expiry date 3. security creation, 4. turnover in accounts etc. 5. Amount sanctioned vs. Amount Disbursed vs. Amount Repaid 6. Overdue Position - Amount - Time 7. Account Status from last renewal and reason of renewal (Avl from LAS) 8. Unserviced Interest since date 9. No of days in excess in a month 10. Max amount of excess given 11. Stock Audit

X X X

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12. Last Date of Inspection 13. Date of Credit Process Audit

14 Liquidity Management

Periodic (Daily/Monthly) cash inflow and outflow based on disbursals, repayments Liquidity analysis

X X X X X

15 Trend Analysis

1. Segment-wise movement of advances and deposits 2. Segment wise trend analysis based on previous performance 3. Sales / Product analysis based on previous year volume 4. Geographical Segment–wise performance analysis 5. Industry Comparison using CRISIL and CMIE data 6. Premature closure of short

X X X X

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term loans 7. Age wise distribution of short term loans 8. Trigger for renewal of facilities in next 3 months by organisational hierarchy

16 Portfolio Analysis

1. Key ratios on the basis of advances, deposits, assets and liabilities 2. CD Ratios - Advances and deposits 3. New borrowal accounts sanctioned under CR 6 to CR 8 4. Unsecured advances and guarantees - Short Term loans repayable within 6 months, exposure and interest rate 5. Credit growth, fresh disburser and date(CC, OD, Demand Loan, TL, etc)

X X X X X X X

17 Deposit / Credit Movement

Growth in large deposits (corporate / retail), position of renewal of loan facilities sanctioned at various levels (RO, FGMO, CO).

X X X X

18 Concessions in recovery

Formula based analysis X X X

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19 Exposure Analysis

1. Exposure to sensitive sectors on weekly basis 2. Bank’s exposure to sensitive sectors vis-à-vis exposure norms stipulated as per the loan policy 3. Exposure Concentration by Industry, promoter, group ,sector, geography Capital Markets, Top Exposures (Fund and Non-Fund) 4. Section 92 - Compliance with RBI norms, exposure should be less than 30 % of Company's paid-up capital 5. Section 10 - Compliance with RBI norms, exposure to NBFCs should be less than 10% of Bank's paid up capital 6. Compliance with RBI norms, exposure to single scheme of VC fund should be less than 10% of corpus) 7. NBFC, BSR - commercial, real estate by limits 8. Total exposure (Corp + Treasury) 9. Secured vs. non-secured exposure 10. Collateral (Bank's share) coverage analysis 11. Single Party Exposure

X X X X X X

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20

Pre-proposal TAT & Conversion ratios

1. Monitoring the Turnaround time for processing the proposal within prescribed time frame, conversion ratio of proposals sanctioned at all levels (RO, FGMO, CO) 2. Turnaround Time for processing of loan proposals, coordination with outsourced agencies for verification and processing of data 3. Turnaround time from sanction to disbursal

X X X X X

21 Branch Analysis

1. Current deposits in business banking branches 2. Period on period growth on deposits, 3. business banking branch profitability, 4. new connections, business acquisition report, 5. NPA position, 6. Branch wise customer issuing cheque for: a. Investment in mutual funds, Insurance companies both life and non-life, real estate, vehicles, etc. 7. Branch performance vis-a-vis target

X X

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22 Overdue accounts

1. Age-wise and amount-wise analysis of accounts due 2. Stock statements 3. Renewal

X X X

23 Letter of Guarantee

1. Sector wise demand analysis 2. Trends for Invocation of Guarantees 3. Status of Devolvement 4. Status of Repayment after devolvement

X X

24 Letter of Credit

1. Commodity wise import/export Devolvement of Letters of Credit by customer, product 2. Trends for Invocation of LC 3. Status of Devolvement 4. Status of Repayment after devolvement

X X

25 Channel Finance

1. SI/Supplier/Dealer Finance, Sector wise Bill Discounts Channel Finance Portfolio and Revenue 2. Trends for Overdues 3. Agewise Analysis

X

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26 Correspondent Banking

1. Segment wise exposure 2. Region-wise volume and value of cash management business with different correspondent banks 3. Percentage of fees paid as commission by different correspondent banks 4. Customer profitability 5. Geographical analysis 6. Industry size information of market of cash management services Product information 7. Extent of spread of Correspondent Banking channels 8. Business Volumes to and from Correspondent Banks / Business Correspondents like FINO

X

27 Merchant Banking

1. Issue management 2. Bankers to issue 3. Interest / Dividend payment 4. Bank underwriter 5. Trend Analysis of Funds payout by day (1st day requirements, 2nd day requirements, etc.) of the issue based on the channel of payments such as RTGS / NEFT / ECS etc. 6. Post issue analysis of total funds paid out

X X X X X X X

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28 Currency Chest

1. Cash Balances Maintained at Currency Chest 2. Total holdings 3. Currency chest holdings as multiples of total holdings and balances held at Branches under the particular Currency Chest 3. Quality of cash counterfeit notes etc. 4. Total Volumes and Fee Income generated by selling currency bundles to other Banks 5. Vault and Bin Analysis 6. Sorted and Unsorted Note Analysis 7. Monitoring of Debit and Credit by Branches into Currency Chest 8. Analysis on ATM Fit / Soiled / RE-circulation Notes 9. Currency Movement Forecast

X

29 Alternate Channels

1. % of transaction from different alternate channels 2. Rollout of ATM network; Area Profiling for setting up new ATMs 3. TAT for delivery of ATM, e-banking kits Launch of POS terminals

X

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30 Government Business

1. Revenue Collection Analysis for Government Business 2. Non-Fee Based Government Business Analysis 3. Average Business (Deposits) 4. Amount of Tax collected 5. Total Revenues 6. Segmentation of Customers 7. Period-wise growth of fee income from government business 8. Profitability 9. NRE GS Analysis 10. Resources Mobilized

X

31 Pension Account Details

1. Information on money transacted to pension accounts 2. Incremental growth in pensioners’ account 3. Shortfalls in growth of pension accounts 4. Product portfolio analysis of Pensioner;

X

32 Bank Guarantees

Bank Guarantees invoked by customer, beneficiary X X

33

POS (Point of Sale) usage

POS wise analysis of turnover and revenue generated X

34 Analysis on Advances

1. Analysis on advances for pre-shipment and post-shipment, Overdue report

X X

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and Deposits

2. Average Advances and Average Deposits

35 Comparison analysis

On the basis of statutory & basic reports, the comparison analysis is done

X

36 Tracking of Audit Rating

1. Movement of Audit Ratings to check performance X

37

Risk profile of business units

1. Carry out risk assessment of business units and assign risk rating for the sake of Risk Based Audit 2. Internal rating calculations for investment instruments, customers, counterparty banks Rating Distribution, etc. 3. Data as per Risk Profile Template

X X X

38

Management of concurrent audit

1. Review of concurrent audit reports and matching the findings with internal audit reports 2. No of special reports submitted and closed 3. No of Flash reports submitted and closed 4. No of CORs submitted for Regular/ Concurrent/ Statutory /RBI audits

X

39 Ratio Analysis

Key ratios on the basis of advances, deposits, assets and X X

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liabilities

40 NPV analysis Increase or decrease in NPV X

41 Cash Flow Analysis

1. Analysis on inflow and outflow of cash 2. Idle Cash Analysis Doorstep Banking Analysis for High Value Customers

X

42 Forecast analysis Forecasting the Cash Flows X X

43 Cost Analysis

Analysis of various components of costs (e.g. wages, overheads etc.) as percentage of total cost and benchmark these against competition

X

44 Share prices of the Bank

Movements of share prices and transactions volumes during the financial year, EPS, P/E ratio etc.

X

45 Analysis of Fixed Assets

Detailed Analysis of Fixed Assets and Replacement costs X

46

Coordination with external support agencies

Details of solicitors with whom the various legal cases of the Bank are filed or pending; and fees paid to them, no. of decreed accounts, effectiveness of enforcement agencies

X

47 Cash recovery analysis

Under Settlement (OTS) Analysis and Other than OTS Recovery Analysis for Towards Running

X X

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Ledger , towards Prudential Write-Off (PWO) and towards Dummy Ledger;

48 Duration analysis

1. Time taken to act on the NPA, based on total amount outstanding Duration 2. Period based analysis for Treasury Products - Duration of Investment Portfolio 3. Duration analysis for all assets and Liabilities 4. Repricing date for all assets and liabilities

X X X

49 Account Recovery analysis

1. On the basis of account written off, recovery performance; number of cases from which recovery has been possible 2. the total amount recovered; 3. the number of compromise proposals received; 4. the amount collected through the compromise proposals; 5. the number of notices given in a period;

X X

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50

Case Analysis (Legal services division

1. Advocate wise no. of cases, 2. branch wise cases, 3. Age/period of filing the cases registered, 4. amount-wise claim, 5. date of decree/ judgment, 6. closure of litigation, 7. No. of Cases in Civil and Tribunal courts 8. No. of Cases raised through Consumer forum 9. No. of Cases under the Bank Ombudsman 10. No. of Cases against the Bank in the Civil court 11. Disciplinary cases

X X

51 Pendency Analysis

Age-wise classification of suits pending and corresponding values thereof

X X

52

Legal cases lost by the Bank

Legal cases lost by the Bank and the reasons thereof., with the objective of strengthening the processes of the Bank

X X

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53 Employee Analysis

1. Analysis on staff/employee based on age, experience, grade/designation, location, education, gender, caste, no. of years of service, etc.; 2. Analysis based on region-wise or department-wise number of resources available; 3. Analysis based on performance; (station/ location wise data is required) 4. Analysis on Assets and Liabilities of Staff 5. Analysis on Travel Details 6. Quarterly - List of staff accounts in which the credit turnover is more than Rs. 50,000/- p/m. 7. Annual - List of staff who visits foreign countries during the calendar year as per every December.

X X X

54

Region-wise staff- training

Region-wise analysis on staff trainings conducted based on the attendance, ratings, feedback etc.

X X X

55 Labor Issues

Based on information available on labor issues and union affiliations and solution for the same is analyzed and settled

X X X

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56

Grade-wise allocation of Benefits

1. Benefits on college fee ward off, benefits to dependents 2. Reimbursement, 3. hospitalization, health schemes, medical 4. holiday home occupancy, perks like quarters, car etc 5. festive advance, scholarships 6. LFC, Canteen subsidy etc.

X X X

57

Employee churn and satisfaction

1. Profile of employees leaving the Bank for new opportunities; 2. grievance analysis for employees.

X X X

58

Import/Export / Remittances Analysis

On the basis of commodity, branch wise, region-wise, sector-wise and Branch category wise.

X

59 Profitability Analysis

1. Profitability on the basis of customer, market, correspondent banking, revenue share; 2. industry/ sector

X X X X X

60 Ticket Size

1. Analysis on the average ticket size of single transaction approved to be processed through merchant account ; 2. Performance of loans based on ticket size

X X X X

61 Fee Income

Fee based income analysis such as exchange transactions, X X X X

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analysis commission, brokerage etc.

62

Origination of Remittances

Analysis based of origination of remittances based on account reconciliation, positive payment service, visa corporate credit cards, wire transfer services, reasons for remittances

X

64 Nostro accounts

1. Services charges paid to corresponding banks for nostro accounts of the Bank; 2. effective management of nostro accounts in terms of reports from corresponding banks and ensuring good value

X

65 Vostro accounts

Turnover and revenue from vostro accounts maintained by the Bank

X

66 Ancillary services

Turnover and revenue from miscellaneous services such as remittances (including Travelers’ Cheques, Demand Drafts etc.)

X

67 Defaulters analysis Product wise defaulters analysis X X X

68 Performance analysis

Monthly, Annual overall performance analysis for total disbursement and cumulative outstanding for Retail Lending

X X

69 Loan Products

Analysis on current bank customers having accounts or taken loan from other banks

X X X

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70

Re-payment related analysis

Analysis on loans re-payment, application cycle, interest to be charged, class of customers under re-payment category

X X X

71

Portfolio performance based on customer profiles

Conduct of loan portfolio (in terms of prompt servicing, delinquency) for customer segments-geography, demography, profession-wise

X X X

72 Credit Risks Analysis

1. Management of the credit risks and calculation of capital charge for credit risks based on risk weighted assets as per Standardized Approach 2. PD , EAD and LGD on a yearly basis for advanced approach 3. Amount under maturity for each facility 4. Credit Rating Movement 5. Stress Testing 6. Effective maturity in each credit facility

X X

73 Operational Risks

1. Managing the operational risks and calculation of capital charge for operational risk; 2. Stress testing analysis 3. Identification of loss arising from failures of people, processes, and systems in order to identify control failures and strengthen these accordingly

X X

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4. No. of Transactions by Computer Terminal

74

Asset Liability Management

1. Analysis based on regulatory reporting of asset & liability matching for Gap analysis on the basis of liquidity and interest rate sensitivity; 2. Analysis to examine the sensitivity of the market value, changes in the interest rates and suggesting alternative methods ; 3. Analysis on the possible future events by considering the possible outcomes. This analysis helps the Bank in improving the decision making by considering various outcomes and their implications; Value at Risk analysis on specific portfolio of financial assets, specified probability and specified time horizon 4. Product Pricing 5. Behavioural data on non maturing assets and liabilities

X X

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75 Market Risks

1. Management of Market risks and calculation of capital charge for market risks; 2. Calculation of Market Risk for arriving at capital charge for market risk as per RBI and the Bank’s internal guidelines Residual maturity bucketing/ Time bucket based apportioning of marketing risks 3. Geography and Counterparty Risk 4. Credit Rating Movement - Migration of Risks 5. Impact of change in Interest Rate on product and portfolio

X X X

76 ICAAP, Raroc analysis

1. Analysis on ICAAP (Internal capital Adequacy Assessment Process) and Risk Adjusted Return on Capital analysis for measuring financial performance. 2. Stress testing/ RAROC analysis

X X

77

Credit default for retail assets, in coordination with retail lending departme

Identification of various defaults in case of retail assets and the various dimensions of such assets e.g. ticket size, customer class (to be segregated on the basis of dimensions such as income, profession, age, location etc.)

X

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nt

78

Enterprise Risk Management

Overall risk profile of the organization as assessed from the various risk dimensions of the Bank

X

79

Risk Based Profiling of Business Units and Branches

Risk profile of individual business units based on parameters such as business volume and value, nature of business (e.g. large corporate or retail), key audit findings etc.

X X X

80 Yield of SME Portfolio

Total revenue earned from SME accounts (Interest and Other Income)

X

81 Growth in SME Credit

1. Period on period growth of SME credit portfolio, position of renewal of loan facilities sanctioned at various levels (RO, FGMO, CO). 2. Growth in SARAL / SME Branches

X

82

Incremental Business/Revenue from Special Cluster

Cluster-wise growth of business and profit over defined periods, trend analysis based on business generated during previous quarters/ months of business forecast

X

of 299

Sr. No.


Pers

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Ban

king

A

nd O

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ndin

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Larg

e Co

rpor

ate

SME

Risk

Man

agem

ent

Inte

rnat

iona

l Bu

sine

ss

Trea

sury

CFO

& S

uppo

rt

Serv

ices

Tr

ansa

ctio

n Ba

nkin

g

Aud

it &

Insp

ecti

on

Rura

l And

Agr

i-Ba

nkin

g D

epar

tmen

t H

uman

Res

ourc

e

CRLD

Fina

nce

& P

lann

ing

Vigi

lanc

e

schemes

83 Net worth analysis

Net worth analysis of borrowers, partners, Directors, proprietor etc.

X X

84 Market Analysis

Analysis on Debt, equity, forex and liquidity markets X X

85 Trading performance

Performance of trading based on pre-defined parameters X X

86

Portfolio Valuation, instrument profitability

1. Risks and returns and capital from the diverse investments, 2. Profitability of the individual instruments, 3. price variation per basis point, 4. balance sheet schedule 5. Portfolio Composition - Held to Maturity (HTM), Held for Trading (HFT), Available for Sale (AFS)

X X

87 CRR, SLR Report on CRR and SLR maintenance X X X

88 VaR analysis

Value at Risk analysis on specific portfolio of financial assets, specified probability and specified time horizon

X X

89 Hedge Effectiveness

Analysis on evaluating fair value changes in a derivative that are not perfectly correlated with the fair value or variable cash flow

X

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Sr. No.


Pers

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SME

Risk

Man

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ent

Inte

rnat

iona

l Bu

sine

ss

Trea

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& S

uppo

rt

Serv

ices

Tr

ansa

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n Ba

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g

Aud

it &

Insp

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on

Rura

l And

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i-Ba

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epar

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t H

uman

Res

ourc

e

CRLD

Fina

nce

& P

lann

ing

Vigi

lanc

e

changes of the hedged item reported in current earnings

90

Transfer price between the trading desks

1. Analysis to pricing of contributions (assets, tangible, intangible, services and funds), the typical market mechanisms that establish prices for transactions with the organization, cross border transactions, third parties etc. ; 2. Analysis of cost of funds for arriving at Transfer Prices for raising deposits, and making advances

X X

91 Yield analysis

1. Analysis on future interest rate change and economic activity. 2. Yield on investment analysis 3. Average outstanding 4. Interest Income

X X X X

92

Borrowing and lending analysis

Analysis based on the cost of borrowing and lending activities of the bank

X X

93 Fraud Analysis

1. Analysis of frauds depending on their nature (e.g. conversion, misappropriation of cash etc.)-this can be done in coordination with the operational risk department; 2. Analysis of complaints

X X

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Sr. No.


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e Co

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ate

SME

Risk

Man

agem

ent

Inte

rnat

iona

l Bu

sine

ss

Trea

sury

CFO

& S

uppo

rt

Serv

ices

Tr

ansa

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n Ba

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Aud

it &

Insp

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on

Rura

l And

Agr

i-Ba

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t H

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Res

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CRLD

Fina

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& P

lann

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Vigi

lanc

e

received based on their nature, geographies, and specific person against whom compliant has been made, if any.

94 Line of Business Analysis

1. Gross income by business line 2. Volume 3. Yield 4. Profitability as per Basel II requirements

X

95 Gold Position Analysis

1. Position of gold; 2. statement of stock of gold consignments 3. Turnover 4. Profitability 5. Interest on Gold Loan

X

96 Transaction Analysis

1. Profile of customers carrying out transactions in excess of INR 10 lakhs

X X X X X

97 Interest Rate Futures

X X

98 Currency Derivatives

1. MTM loss to customers 2. Swap Books 3. MTM of swap values date matching 4. Currency for underlying forward rate agreement 5. Holding Period of security

X X

99 Dealerwise profitabili

X

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Sr. No.


Pers

onal

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e Co

rpor

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SME

Risk

Man

agem

ent

Inte

rnat

iona

l Bu

sine

ss

Trea

sury

CFO

& S

uppo

rt

Serv

ices

Tr

ansa

ctio

n Ba

nkin

g

Aud

it &

Insp

ecti

on

Rura

l And

Agr

i-Ba

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g D

epar

tmen

t H

uman

Res

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CRLD

Fina

nce

& P

lann

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Vigi

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e

profitability Analysis

100 Amortization of Securities

X

101 Revenue Leakage

Outstanding / Recoveries / Waived X X X

102 Interest Expense

1. Interest on Deposit 2. Operating Expenses X X

103 Monthly Profitability

1. Cost of Deposit 2. Fluctuations 3. Interest Provisions for Advances and Deposits 4. Yield on Advances

X X X

104 Branch Performance

1. Branch Performance against Regional Performance by Advances and Deposits

X X X

105 BSR Reports BSR Reports 1-7 X X X

106 Salary Details

Promotions, Increments, loss of pay, demotions, punishments X

107 Terminal Pay

PF, Gratuity, Leave encashments, arrears X

108 Incentives Performance based incentives X

109 Concession Analysis

1. Concession in Applicable rate 2. Waiver of fees X X X

of 299

Sr. No.


Pers

onal

Ban

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s

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ion

Larg

e Co

rpor

ate

SME

Risk

Man

agem

ent

Inte

rnat

iona

l Bu

sine

ss

Trea

sury

CFO

& S

uppo

rt

Serv

ices

Tr

ansa

ctio

n Ba

nkin

g

Aud

it &

Insp

ecti

on

Rura

l And

Agr

i-Ba

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epar

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t H

uman

Res

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CRLD

Fina

nce

& P

lann

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Vigi

lanc

e

110 Outsourced Activities

1. Details of outsourced activity 2. Details of service provider 3. Reason/ Justification for outsourcing 4. Approval authority 5. Complaints against SP 6. Breach of contract/ privacy by SP

X

111 Complaints

1. Nature/ detail of complaints 2. Amount involved X

112 Penalties/ Damages / Fines

1. Delegated authority for approval 2. Reason for the penalty / fine/ damage

X

113 FTP

1. Account level data on all assets and liabilities 2. Repricing pattern wise 3. Maturity wise

X

114

Ability to maintain RBI required data fields to generate XBRL instance documents

RBI Returns X X X X X X X X X X X X X X X

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13 Annexure A – Covering Letter

Format of letter to the Bank on the SI’s letterhead

Union Bank of India

Technology Centre, 4th Floor,

Department of Information Technology,

Shri Adi Shankaracharya Marg,

Opp. Powai Lake, Powai,

Mumbai – 400 072

Dear Sir,

Subject: Response to RFP for implementation of EDW/BI and CRM Solution

1. With reference to the RFP, having examined and understood the instructions,

terms and conditions forming part of the RFP, we hereby enclose our offer for the

implementation of EDW/BI and CRM Solution covering all the business areas of the

bank.

2. We acknowledge having received the following addenda to the bid document:

Addendum No. Dated

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3. We agree and undertake that if our proposal is accepted, we shall provide the

services comprised in the contract within the timeframe specified, starting from

the date of receipt of notification of award from Union Bank of India.

4. We understand that the Bank is not bound to accept the offer and that the

Bank has the right to reject the offer without assigning any reasons whatsoever.

5. If the software, hardware, licenses sizing provided falls short of the projected

growth rate for the duration of the project as mentioned in the RFP, we will

provide the additional required software, hardware, licenses, etc free of cost to

the Bank and will also pay a penalty of 1% of the total cost of the additional

software, hardware, license, etc to the Bank at every instance of under sizing.

6. We confirm that the offer is in conformity with the terms and conditions as

mentioned in RFP and it shall remain valid for 1 year from the last date of the

acceptance of this bid.

7. The details of the Bid Cost / EMD are as follows:

Particulars DD No. / BG No. Issuing Bank Amount

Bid Cost

EMD

Yours Faithfully,

Authorized Signatories

(Name & Designation, Seal of the firm)

of 299

14 Annexure B – SI/PSP Profile

Sr. No. Description Details Document

attached as proof 1) Name of the Company/Organization

2)

Constitution (Individual / Sole- Proprietorship/ Partnership/ Private Ltd/ Public Ltd/ Trust/ Government owned)

3) Date of Incorporation / Year of commencing operation

4) Corporate Office Address 5) Mumbai Office Address 6) Name of Contact Person 7) Phone Number of Contact Person 8) Mobile Number of Contact Person 9) Fax Number 10) Email Address

11) Names and Addresses of Directors/ Promoters

12) Details of Organizational Structure

13) Turnover for the year 2007-2008 (Rs. Crores)

14) Profit of the year 2007-2008 (Rs. Crores)

15) Turnover of the year 2008-2009 (Rs. Crores)


17) Turnover of the year 2009-2010 (Rs. Crores)


of 299

15 Annexure C – Documents for Eligibility Criteria

Documents that are submitted as supporting documentary proof for the Eligibility Criteria will be considered final. Any subsequent documents submitted will not be accepted by UBI or considered for the eligibility criteria. Also, the SI/Consortium Member cannot submit any new references which were not a part of the original RFP in response to any clarifications sought by the Bank.

• If the SI/Consortium Member is submitting a case study as documentary evidence, only published, named case studies will be accepted which clearly state the scope of the project, name of the tool(s) used, name of the customer and role of the SI/Consortium Member.

• The documentary proof submitted as reference by the SI/Consortium Member should clearly state the scope of the project, name of the tool(s) used, name of the customer and role of the SI.

• None of the references provided should be of a project where the project was outsourced to the SI/Consortium Member by a 3rd party SI.

• None of the references provided should be of a project where the SI/Consortium Member has only provided Resource Augmentation

• All the documents submitted as documentary evidence for the Eligibility Criteria should be in English. Documents which are not in English should be duly translated and authenticated by an authorized entity and submitted.

• Documents submitted as documentary evidence for the Eligibility Criteria shouldn’t contradict the findings of the Technical Evaluation or Reference Site visit.

* The SI has to provide documentary proof for the actual capacity of the tool. Documentation for the rated capacity will not be accepted.

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*All data volumes/users must be on the production environment only.

*All data volumes mentioned pertain to the current environment as on the date of the release of the RFP.

Sr. No. Eligibility Criteria Documents

Requested SI / Consortium Member/ PSP Requested From

Details Ref Page No.

Remarks Document Provided by SI / Consortium Member/ PSP

1

The SI and all members of the consortium must be companies incorporated in India and operating for the past 5 years

Letter of Incorporation

SI

Year 1

Year 2 2

The SI must have minimum global annual turnover of Rs. 300.00 Crores for each of the last three (3) audited financial statements. The SI should have been in net profits in each of those 3 years.

Certified/ Audited P & L and Balance Sheets for last 3 years as on date of release of the RFP.

SI

Year 3

(Please attach P & L statements and Balance Sheets signed by the auditor for each year)

3

SI / Consortium Member must have been in business of Software Implementation as per the following criteria: 1. Enterprise Data Warehouse S l i (i l di ETL d BI

Letter awarding contract/ memo/ copies of i i

SI / Consortium Member

Reference 1 Customer Name

(Add more references as required)

of 299

Sr. No. Eligibility Criteria Documents Requested

SI / Consortium Member/ PSP Requested From



Date of Documentary Evidence

Please highlight the scope in the documents

Solutions (including ETL and BI Tool)‐ Last 3 years ‐ Only SI 2.CRM Solutions ‐ Last 3 years – SI / CM 3.Data Quality Solutions – Last 3 years ‐ SI / CM 4.Data Mining Solutions – Last 3 years – Only SI For each of the above, the dates must be calculated as of the date of release of the RFP document.

invoice to prove the experience

Brief Scope

SI / CM Reference 1 Customer Name




Brief Scope

4 SI/ Consortium Member must have supported an EDW solution for at least one customer for at least two out of the last three years as of the date of release of the RFP document.

Letter awarding contract/ memo/ copies of invoice to prove the experience

Start Date of Support

of 299





End Date of Support





5

The SI must have implemented the proposed EDW solution and proposed ETL solution for at least 2 large customers (Annual turnover greater than Rs. 300 crores for non banking organizations and Business Mix of Rs. 1 Lakh crores for banks) in any of the last three financial years. For both the references, the ETL solution must have extracted data from at least 5 Source systems one of which must be a transactional system. The systems should be clearly mentioned.


SI

Brief Scope



6

The SI / Consortium Member must have implemented the proposed Data Quality solution





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experience Brief Scope





7

The SI must have implemented the proposed BI solution.


SI

Brief Scope





8

The SI must have implemented the proposed Data Mining


SI

Brief Scope

9

The SI / Consortium Member must have implemented an Operational CRM solution for at least 2 large customers (Annual turnover greater

Letter awarding contract/ memo/




of 299







customers (Annual turnover greater than Rs. 300 crores for non banking organizations and Business Mix of Rs. 1 Lakh crores for banks). At least one of the references must have customer records of 1 million and above and 1 reference must be provided where there are a minimum of 300 users of the solution.

memo/ copies of invoice to prove the experience

Member

Brief Scope





10

The SI / Consortium Member must have implemented the proposed Analytical CRM solution.



Brief Scope

11 The SI must have implemented an Enterprise Data Warehousing project of the size of 5 TB and above

th d l ti f t

Letter awarding contract/

/

SI / Consortium M b



of 299







on the proposed solution for at least two customers, one of which must be from the BFSI sector. (The size 5 TB mentioned above should be the size of raw data).

memo/ copies of invoice to prove the experience

Member

Data Volume

12

The SI and all Consortium Members should have a support centre in India.

Declaration with address of the support center on company’s letterhead with seal / Self signed affidavit


13

The SI and all Consortium Members should provide a self declaration stating that the vendor has not been blacklisted by Government of India or any Public Sector Undertaking of the Government of India.

Declaration on company’s letterhead with seal / Self signed affidavit


1

The PSP should be an incorporated company in India for the last 3 years as of the date of release of the RFP.

Letter of Incorporation

All PSP

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Year 1

Year 2 2

The PSP should have an annual global turnover of Rs. 300.00 Crores for each of the last three (3) audited financial statements, The PSP should have been in net profits in each of those 3 years.

Certified/ Audited P & L and Balance Sheets for last 3 years.

All PSP

Year 3

(Please attach P & L statements and Balance Sheets signed by the auditor for each year)





3

Reference of at least three BFSI customers, at least one of which must be for an Indian customer where the proposed solution i.e. EDW on the proposed hardware platform, were implemented based on the following criteria – Raw Data size is at least 5 TB and number of users of the Data warehouse are more than 100


EDW PSP

Brief Scope

of 299









4

Reference of at least two customers at least one of which must be for an Indian customer where the proposed Operational CRM solution was implemented based on the following criteria: No. of Customers must be greater than 1 million and number of users of the CRM application are at least 300.


CRM PSP

Brief Scope





5

The proposed solution must be implemented in at least one customer for each of the following components a. Proposed Data Mining Solution b. Proposed Analytical CRM Solution


PSP

Brief Scope

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6

All the above given PSP partners must have a support center in India.


All PSP

7

All the PSP must provide a self declaration stating that the vendor has not been blacklisted by Government of India or any Public Sector Undertaking of the Government of India.


All PSP

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16 Annexure D – References 16.1. Reference Details

All references that are submitted must be necessarily where the vendor has been

awarded the contract at least a year prior to the 31st Jan, 2011. Please provide

references details in the format defined below:

Particulars Response

Name of the Organization

Country of Operation

Whether a bank or a financial

institution

Address of the Organization

Annual Turnover of the

Organization for the Financial

Year 2009- 2010

Date of commencement of Project

Date of completion of Project

Scope of Work for Solution

Component: EDW/ BI, Operational

and Analytical CRM

Scope of the project, role of the

company; whether end-to-end or

for a particular module Number

and Names of subject areas / lines

of Business, Number and type of

source systems covered.

Deliverables submitted

Number of concurrent users and

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Particulars Response

the geographical spread of the

implementation

Average Team size for the entire

project (Please mention the

names and roles of all the other

third parties involved in case of

consortium)

Person-months effort and

calendar-time of completion,

period of project spread and cost

of the project

Name of the contact person for

reference

Phone number of the contact

person

Mobile number of the contact

person

E-Mail id of the contact person

Documents submitted as proof

of 299

16.2. Accompanying Proof for the Reference

All references must be accompanied by a customer letter on their letterhead,

in the following format:

Union Bank of India





Mumbai – 400 072

Dear Sir,

Subject: Certificate for Proof of Work done by Vendor

This is to certify that M/s. _____________________________________ has

implemented/currently implementing the

_____________________________________ solution using the

_____________________________________ technologies since

____________________, 20__.

Yours Faithfully,

Authorized Signatories

(Name & Designation, Seal of the firm)

of 299

17 Annexure E – Bio-Data Bio Data with qualifications and relevant experience of IT professionals who are on

the permanent rolls of the organization

1. Core Team Members

Please provide a detailed resume of the core team members in the format

specified below and indicate if they are Banking or IT professionals. Please restrict

the resume to be one page long.

1 Name of Staff 2 Proposed Position 3 Education 4 Experience Profile

Industry: Service Line: Project: Duration: Organization: Project Description: Role: Technical Environment:

2. Summary details of other members

Employee Name Designation

No. of Years with SI

Proposed Position

Projects (Only

Customer Name)

of 299

18 Annexure F – Technical Architecture

Please provide a detailed Technical Architecture clearly indicating the proposed

components.

of 299

19 Annexure G – Indicative Commercial Offer Note:

• The commercial offer will give all relevant price information and will quote

prices only in Indian Rupees.

• The Indicative Commercial Offer should be given in the above format only.

• The CO should not contradict the TO in any manner.

• There should be no conditions mentioned in the Indicative Commercial Offer.

• The Indicative Commercial Offer will not include cost of travel outside India for

reference site visits, benchmarking, etc. if required. Such travel, if necessary,

will be sanctioned by the Bank separately on case to case basis

Format of Indicative Commercial offer duly filled in but without the price

information.

Indicative Commercial Offer

To

The General Manager,


Union Bank of India,

Technology Centre

Adi Shankaracharya Marg,

Opp. Powai Lake,

Andheri - East

Mumbai – 400 072

of 299

Sir,

Subject: Cost of providing the services of EDW, CRM - Operational & Analytical,

Data Mining, Data Cleansing and Training.

The total cost of ownership of EDW, CRM - Operational & Analytical, Data Mining,

Data Cleansing, maintaining the same throughout the project period and Training

will be Rs. ---- (Rupees---------------------only.) for the entire solution to be

rendered by us as per the scope.

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The Make, version, Unit Cost and License details for Software:

EDW ‐ Make, Version & Unit Cost – Software

Sr. No. Component Item

Component OEM Name

Per Unit Cost

Make & Version

License Type provided to UBI Number of Licenses

Year 1

Year 2

Year 3

Year 4

Year 5

Year 6

Year7

Software Components

1

Operating system with all utilities, tools & required compilers

2 DBMS (Specific Data warehouse edition)

3 ETL (including any adaptors provided)

4 CDC 5 Data Quality 6 Logical Data Model

7 Business Intelligence and Analytical Tools

8 Metadata Repository and tool

9

Performance Monitoring & Tuning Tools

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10 Software Development Life Cycle Tools

11

Any Other Software to meet the Desired Solution

12 Application Server 13 Web Server 14 Backup and Recovery

15 Performance monitoring software

16 Disaster Recovery 17 Data Modeling Tools

18 Any other (Please specify)

Operational CRM ‐ Make, Version & Unit Cost ‐ Software


Component OEM Name

Per Unit Cost

Make & Version


Year 1

Year 2

Year 3

Year 4

Year 5

Year 6

Year 7

Software Components

1


2 DBMS 3 Operational CRM

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4


5

Software Development Life Cycle Tools

6


7 Application Server 8 Web Server 9 Disaster Recovery

10 Backup and Recovery


Data Mining ‐ Make, Version & Unit Cost – Software


Component OEM Name

Per Unit Cost

Make & Version



Software Components

1


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2 DBMS

3 Data Mining Tool

4 Application / Model Cost


6


Analytical CRM ‐ Make, Version & Unit Cost – Software


Component OEM Name

Per Unit Cost

Make & Version


Year 1

Year 2

Year 3

Year 4

Year 5

Year 6

Year 7

Software Components

1


2 DBMS

3 Analytical CRM Tool



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Make, Version and Unit Cost for Hardware Components

EDW ‐ Make, Version and License


Component OEM Name

Per Unit Cost

Make & Version Number of Hardware Components

Year 1

Year 2

Year 3

Year 4

Year 5

Year 6

Year 7

Hardware Components for entire proposed solution

1 Servers 2 Storage Solution

3 Disaster Recovery Site for EDW

4 Data Backup and archival

5 Any Other (Please specify)

Operational CRM ‐ Make, Version and License


Component OEM Name

Per Unit Cost


Year 1

Year 2

Year 3

Year 4

Year 5

Year 6

Year 7

Year 8

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4 Performance monitoring solution

5 Disaster Recovery site


Data Mining ‐ Make, Version and License


Component OEM Name

Per Unit Cost







of 299

Analytical CRM ‐ Make, Version and License


Component OEM Name

Per Unit Cost


Year 1

Year 2

Year 3

Year 4

Year 5

Year 6

Year 7





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Costs for each Solution Component

EDW Cost Sheet

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Sr. No. Component

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

ToCo

A]


1 Servers

2 Storage Solution

3

Disaster Recovery Site for EDW


5

Any Other (Please specify)

Total Hardware Cost (1)

B] Software Components

1


of 299

EDW Cost Sheet


Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

ToCo

2

DBMS (Specific Data warehouse edition)

3

ETL (including any adaptors provided)

4 CDC

5 Data Quality

6 Logical Data Model

7

Business Intelligence and Analytical Tools

8

Metadata Repository and tool

11


12


13


14 Application Server

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EDW Cost Sheet


Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

ToCo

15 Web Server


17 Disaster Recovery

18 Data Modeling Tools

19


Total Software Cost (2)

C] Services

1 Implementation Cost

2

Person month rate for Implementation

3

PSP Personnel Cost for the implementation of each of the Components provided

a ETL

b BI / Dashboards

c Database

d Any Other (Please

of 299

EDW Cost Sheet


Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

ToCo

specify)

Total Services Cost (3)

D] Training Cost (4)

E]

Annual Maintenance Cost

Hardware AMC Cost (including Operating System and any environmental software required)

Annual Support & Subscription (Software) Cost

Annual Support & Subscription (Database)

Annual Maintenance Service Cost

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EDW Cost Sheet


Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

ToCo

Person month rate for Annual Maintenance services

Total Annual Maintenance Cost (5)

Total cost for EDW Solution (1+2+3+4+5)

Operational CRM Cost Sheet


Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

ToCo

A]


1 Servers

2 Storage Solution

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4 Disaster Recovery site

5




1


2 DBMS

3 Operational CRM

4


5


6


7 Application Server

8 Web Server

9 Disaster

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Recovery


11



C] Services


2


3 PSP Personnel



E]


Hardware AMC Cost (including Operating System and any environmental software)

Annual Support & Subscription (Software)

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Cost

Annual Support & Subscription (Database) Cost




Total cost for Operational CRM Solution (1+2+3+4+5)

Data Mining Cost Sheet


Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

ToCo

of 299

A]


1 Servers

2 Storage Solution


4




1


2 DBMS

3 Data Mining Tool

4 Application / Model Cost


6


of 299


C] Services


2


3 PSP Personnel



E]





of 299




Total cost for Data Mining Solution (1+2+3+4+5)

Analytical CRM Cost Sheet


Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

ToCo

A]


1 Servers

2 Storage Solution

of 299


4




1


2 DBMS

3 Analytical CRM Tool


5



C] Services


2


3 PSP Personnel


D] Training

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Cost(4)

E]








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Total cost for Analytical CRM Solution (1+2+3+4+5)

AMC Charges Name of the Hardware

Component

Base Cost

Rate of AMC


Qua

ntity

Total A

MC

Base

Cost

Taxes

Total AMC

Qua

ntity

Total A

MC

Taxes

Total A

MC

Qua

ntity

Total A

MC

Taxes

Total A

MC

Qua

ntity

Total A

MC

Taxes

Total A

MC

Qua

ntity

Total A

MC

Taxes

Total A

MC

Qua

ntity

Total A

MC

Taxes

Total A

MC

Qua

ntity

Total A

MC

Taxes

Total A

MC

This table has to be submitted duly filled in for each application component separately. These figures should be

copied into the columns of the respective applications’ tables.

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ATS Charges Name of the Software

Component

Base Cost

Rate of ATS


Qua

ntity

Total A

MC

Taxes

Total A

TS

Qua

ntity

Total A

MC

Taxes

Total A

TS

Qua

ntity

Total A

MC

Taxes

Total A

TS

Qua

ntity

Total A

MC

Taxes

Total A

TS

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ntity

Total A

MC

Taxes

Total A

TS

Qua

ntity

Total A

MC

Taxes

Total A

TS

Qua

ntity

Total A

MC

Taxes

Total A

TS



PSP Support Charges During Implementation Name of the Application

Base Rate for 1 PSP Engineer

Number of Engineers Provided

Total Base Rate Taxes Total Cost

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SI Support Charges During Post‐implementation Name of the Application

Base Rate for 1 Engineer

Number of Engineers Provided

Total Base Rate Taxes Total Cost



Man-Month Rate Calculation for TCO

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The below provided man-month rates will be added and the consolidated figure multiplied by 6 months to derive

the total cost. The amount thus derived will be added to the TCO as provided by the vendor to derive the overall

TCO for the project.

Role Description Rate per man-month Cost for 6 months

Unit

Base

rate

Tax Total

unit

Cost

Base

cost

Tax Total

Cost

Application

Specialist

The proposed application specialist

should adapt the proposed application to

UBI's needs and will be involved

throughout the project, and work to align

the application’s functionality to support

the current business processes

Business Analyst

The primary roles of the business analyst

will be to understand UBI’s business

processes and gather business

requirements and work with the team in

defining the functional specifications and

preparing detailed schematics of

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transaction and business flow.

When the proposed solution is

implemented, the business analyst will

work with the application specialists and

developers to translate business

requirements into capabilities that the

solution can provide. The business analyst

should also work with the quality

assurance lead to plan and implement

procedures to ensure that the

implemented solution satisfies UBI's

requirements.

Data Modeler

The data modeler is responsible for

defining the design and the relationships

between data structures in the form of

various models. The data modeler should

have a deep understanding of the Banking

industry and modeling best practices.

Data Quality

Specialist

The data quality specialist shall perform

the following functions:

· Provides expertise in data quality for

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system implementations and in risk and

controls

· Performs root cause analysis of data

issues

· Designs data quality tests and

specifications

· Designs, develops, and implements the

security and controls environment for

interfaces and data migration

· Ensures that one-time and ongoing

interfaces process data correctly

Database

Administrator

The database administrator (DBA) will be

responsible for the environmental aspects

of a database

Developer

The primary role of a developer is to build

and unit test custom components of newly

created or upgraded programs

/reports/etc.

Information

Steward

The information steward defines data

governance policies and advises

information owners and information

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managers on the implementation of those

policies. The information steward

supports the process for defining data

processes and standards. They develop

and monitor control policies for

information and serve as overall

coordinators for enterprise information

delivery efforts.

Integration

Architect

The integration architect is responsible

for designing and implementing the

strategy that allows applications to share

processes and data.

Project Manager

The project manager has the authority to

run the project on a day-to-day basis on

behalf of the project board, within

established constraints. The role of the

project manager is to verify that the

project produces the required

deliverables at the required standard of

quality, within the specified constraints

of time and cost, and to achieve the

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potential benefits defined in the business

case.

Quality Assurance

Lead

The primary role of the quality assurance

(QA) lead is to manage the quality

assurance process and the team

responsible for its implementation

Subject Matter

Expert

The subject matter expert (SME) will

provide expertise on the Banking specific

business area based on extensive prior

experience he or she has in that

particular area.

Technical Architect

The technical architect should be

responsible for planning and managing the

transformation of the existing systems

infrastructure into one that thoroughly

supports the requirements. This architect

understands the existing infrastructure

and comprehends the vision of the

proposed solution to ensure it is as per

the proposed technical specifications.

Testing Manager The testing manager directs and

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coordinates testing activities

Total

Consolidated Costs

Total Consolidated cost per solution component


Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

Total Cost

Base Cost Taxes

TotaCost

1 EDW Solution

2 Operational CRM

3 Analytical CRM

4 Data Mining

5

Total consolidated 6 man-months rate as defined below XX XX XX XX XX XX XX XX XX XX XX XX XX XX XX

TCO

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Please note that in case there are multiple entries against a particular line item for any of the above tables,

details for each of these entries should be shown separately. For e.g. if there are two types of servers to be

used for EDW, details of each of these servers should be given separately.

** Software Sizing - The Bank would like to have a comprehensive enterprise license for all the proposed

components. However, if there is a special case to cap the number of licenses based on number of users,

processors, etc. the provided licenses must satisfy the requirements as projected in the RFP by the Bank.

We understand that:

• UBI reserves the right to accept any bid, and to annul the bid process and reject all bids at any time prior to

award of contract without thereby incurring any liability to the affected SI(s)/ Bidder(s) or any obligation to

inform the affected SI(s)/ Bidder(s) of the grounds for action.

• Any decision in these regards by UBI shall be final, conclusive and binding on the SI(s) / Bidder(s).

We also agree that our offer can be rejected without assigning any reason and there is no obligation for the Bank

to accept any offer.

Authorized Signatory

(With Seal)

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20 Annexure H – Functional Requirements Matrix

for Evaluation

20.1. EDW Requirements

Each functional requirement carries maximum of 4 marks. The total marks will be

deduced to 125 as defined in the Evaluation Matrix.

The following requirements are mandatory and wherever the functionality is not

readily available the vendor has to provide a declaration that all the requirements

will be met through customization.

Marks Description (Available / Not Available)

0 Analytics Not Available

4 Analytics readily available

Sr. No. Subject Area Availability (Y/N)

Response

1 Account Related Information

2 Customer Segmentation and Profiling

3 Product Analysis

4 Competitive Analysis

5 Channel Analysis

6 NPA Analysis

6a Restructured Account Analysis

7 Personnel/Staff Analysis

8 Attrition analysis

9 Customer Relationship Optimization

10 Campaigns, Cross-sell, and Up-Sell

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11 Interest Income analysis

12 Risk Adjusted Return on Capital (RAROC)

13 Monitoring the Credit Status

14 Liquidity Management

15 Trend Analysis

16 Portfolio Analysis

17 Deposit / Credit Movement

18 Concessions in recovery

19 Exposure Analysis

20 Pre-proposal TAT & Conversion ratios

21 Branch Analysis

22 Overdue accounts

23 Letter of Guarantee

24 Letter of Credit

25 Channel Finance

26 Correspondent Banking

27 Merchant Banking

28 Currency Chest

29 Alternate Channels

30 Government Business

31 Pension Account Details

32 Bank Guarantees

33 POS (Point of Sale) usage

34 Analysis on Advances and Deposits

35 Comparison analysis

36 Tracking of Audit Rating

37 Risk profile of business units

38 Management of concurrent audit

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39 Ratio Analysis

40 NPV analysis

41 Cash Flow Analysis

42 Forecast analysis

43 Cost Analysis

44 Share prices of the Bank

45 Analysis of Fixed Assets

46 Coordination with external support agencies

47 Cash recovery analysis

48 Duration analysis

49 Account Recovery analysis

50 Case Analysis (Legal services division

51 Pendency Analysis

52 Legal cases lost by the Bank

53 Employee Analysis

54 Region-wise staff- training

55 Labor Issues

56 Grade-wise allocation of Benefits

57 Employee churn and satisfaction

58 Import/Export / Remittances Analysis

59 Profitability Analysis

60 Ticket Size

61 Fee Income analysis

62 Origination of Remittances

64 Nostro accounts

65 Vostro accounts

66 Ancillary services

67 Defaulters analysis

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68 Performance analysis

69 Loan Products

70 Re-payment related analysis

71 Portfolio performance based on customer profiles

72 Credit Risks Analysis

73 Operational Risks

74 Asset Liability Management

75 Market Risks

76 ICAAP, Raroc analysis

77 Credit default for retail assets, in coordination with retail lending department

78 Enterprise Risk Management

79 Risk Based Profiling of Business Units and Branches

80 Yield of SME Portfolio

81 Growth in SME Credit

82 Incremental Business/Revenue from Special Cluster schemes

83 Net worth analysis

84 Market Analysis

85 Trading performance

86 Portfolio Valuation, instrument profitability

87 CRR, SLR

88 VaR analysis

89 Hedge Effectiveness

90 Transfer price between the trading desks

91 Yield analysis

92 Borrowing and lending analysis

93 Fraud Analysis

94 Line of Business Analysis

95 Gold Position Analysis

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96 Transaction Analysis

97 Interest Rate Futures

98 Currency Derivatives

99 Dealerwise profitability Analysis

100 Amortization of Securities

101 Revenue Leakage

102 Interest Expense

103 Monthly Profitability

104 Branch Performance

105 BSR Reports

106 Salary Details

107 Terminal Pay

108 Incentives

109 Concession Analysis

110 Outsourced Activities

111 Complaints

112 Penalties/ Damages / Fines

113 Funds Transfer Pricing

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Declaration

[To Be Submitted on Agency’s/Firm’s/Company’s Letter Head Only]

We, M/s____________________________________, understand that all the

functional requirements mentioned above are mandatory. If the solution provided

by us does not meet some of the above requirements, the same will be met

through customization/configuration during the implementation. We reiterate that

all the functional requirements mentioned above will be met either through the

proposed application or through subsequent customization/configuration.

AUTHORISED SIGNATORY

(WITH SEAL)

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21 Annexure I – Form of Self Affidavit/ Declaration [To Be Submitted on Agency’s/Firm’s/Company’s Letter Head Only]

We, M/s____________________________________, are the bidders for providing

services for “EDW/BI and CRM Solution”.

We hereby declare that our Firm/Company does not have any inquiries or

investigations threatened, commenced or pending against us, by any regulatory or

statutory or investigative body/agency or any lending institutions, nor do we have

any pecuniary liability or judicial proceedings against us.

We further declare that in case the Bank finds that our averments are not true or

are and incorrect, the Bank can initiate necessary action against us, as deemed fit.


(WITH SEAL)

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22 Annexure J – List of Software / Hardware

Please provide a list of all hardware and software included in your proposed

architecture.

The details must include:

a. Type (software/hardware)

b. Name

c. Description

d. Version/model number

e. Release date

f. Next update/release date

g. Licensing terms

h. Size/capacity (in case of hardware)

i. Warranty status

j. Support and maintenance status

k. Provider

l. Optional/included in solution (details of adaptors provided wherever

applicable)

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23 Annexure K – Solution Details/Technical

Specifications The following requirements are mandatory and wherever the functionality is not

readily available the vendor has to provide a declaration that all the requirements

will be met through customization.

23.1. EDW Features

Please fill up the following section using the guidelines provided below.

Marks Description

0 Feature Not Available

4 Required feature readily available

Solution Features: Please mention if the feature is available with the proposed

version or is it an add-on component. Please also mention in case all the requested

functionalities are not available in the web version of the product, wherever

applicable.

Sr. No.

Description Availability (Y/N)

Response

ETL 7% of total marks 1 Analyzing data quality of source data e.g. Check

simple duplicates (ID, name), Check field contents (length), Check entries of (mandatory) fields, Check references of duplicates (missing or wrong data)

2 Check data for duplication 3 Data Standardization and conversion based on a

defined data dictionary

4 Transform / Mapping Functionality 5 Error Handling Features. How is load failure

handled and if any rollback facility is available.

6 Splitting data into multi targets 7 Traceability Features

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Sr. No.


Response

8 Metadata capability, conformance with standards. Can the metadata be shared with any OLAP tool, without any additional custom metadata repository development?

9 Is the ETL tool scalable to support the bank’s raw data size of 5000 GB scalable to 10000GB, without degradation of ETL performance or requiring awkward database or platform swaps?

10 Analyzing data quality after conversion e.g. Check field-lengths / Check tables / with dependencies of other fields / without dependencies of other fields

11 History Load Capability 12 Ability to manage trickle feed 13 Does the solution support reading of Logs for

Incremental Loading

14 Hierarchy Construction 15 Stress & Load utilities 16 Back-up Features 17 Access Security Features 18 Auditing Capability 19 Scheduling Capability 20 Parallel Loading Capability 21 Is the solution portable to any RDBMS and not be

dependent on the use of facilities specific to a particular RDBMS (i.e. triggers, non-standard data types, stored procedures, etc.)?

22 Does the solution allow for external objects to be imported into the solution (i.e. UML, DDL, etc )?

23 Does the solution support Data-type conversion (e.g. integer to real)

24 Does the solution support Standard numerical operations (e.g. +, *, round, etc.)

25 Does the solution support Character and string manipulation

26 Does the solution support Static and dynamic table cross-referencing

27 Does the solution support Assigning system variables (e.g. system date, SQL error code, ISA qualifier) to fields and elements

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Sr. No.


Response

28 Does the solution support Passing data through cross-reference tables

29 Does the solution support Robust SQL functionality, including select, fetch, commit, roll-back, and stored procedure calls

30 Does the solution support Sequential file I/O operations

31 Does the solution support User exits 32 Load time Window optimization Features

33 Real Time DW features 34 Integration with Enterprise Middleware tools /

Enterprise Middleware capability in ETL tools itself.

35 Web Service Support 36 Is there any special feature available for

managing of data timestamp of loads from flat files?

37 Ability to handle Change Data Capture 38 Operating environments supported and inter-

operability- Hardware Platform supported, various types of data sources supported

39 Should be able to take care of Incremental and bulk loading of data from the source systems in near real-time environment.

40 Ability to render itself to multi-developer functionality and work with any kind of source systems.

41 Scalable for additional source systems 42 Standard Transformation libraries

43 Ability to define user defined transformations

44 Ability of the solution to demonstrate performance and scalability for 100 million transactions per day.

45 GUI Interface 46 Support ETL jobs across clusters 47 Ability to track Data Lineage 48 Can the tool handle a logical record in a file

spanning multiple physical records?

49 How do you support data cleansing, data profiling and de-duplication?

50 Can data be pivot transformed?

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Sr. No.


Response

51 Can the tool be integrated with other Applications /Databases?

52 Can data objects be designed using the Tool? 53 Is the proposed tool platform independent 54 Does not have any limitation in extracting data

from different databases / operating systems

55 Is there out-of-the-box support for Slowly Changing Dimensions?

56 Can macros be defined to simplify ETL task definitions?

57 Does the tool have any limitations in terms of which databases it supports for extraction as well as loading?

58 Ability to both interpret (as a source) and create (as a target) XML structures

59 Can interpret and create industry-standard message formats such as EDI, SWIFT, etc.

60 Has the ability to access semi-structured and unstructured data, such as e-mail, Web sites, office productivity tools, content repositories and rich media (audio, video)

61 Team-based development capabilities such as version control and collaboration

62 Interoperability with other integration tools and applications, via certified interfaces and robust APIs

63 Availability of tool training in India

64 Availability of Computer Based training material

Data Quality 5% of total marks 1 Does the system connect to various data sources

natively and via ODBC?

2 Does the system help in structure discoveries such as frequency and pattern distribution, data discoveries?

3 Is the Data Quality tool tightly integrated with the ETL tool?

4 Does the system provide data statistics? 5 Does the system provide metadata validations

and statistics?

6 Can the system identify data scarcity?

7 Can the system identify outliers and percentiles?

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Sr. No.


Response

8 Does the system allow identifications on range and domain checks?

9 Does the system help in relationship discoveries? 10 Does the system identify referential integrity

(pk/fk relationship) analysis?

11 Does the system identify redundant data analysis?

12 Does the system provide report visualization? 13 Can the system perform the data quality

functionalities without creating a copy of the data in a proprietary/external format?

14 Does the system enable application of flexible business rules for validations?

15 Does the profiling report enable drill through to source level information?

16 Does the system ensure data standardization?

17 Is the system capable of ensuring uniform data value representation?

18 Can the system correct mistakes in spellings, inconsistencies, casings and abbreviations?

19 Can the system standardize data values?

20 Are there pre-built libraries for standardization of INDIA specific data?

21 Does the system enable parsing of data into atomic level information for better matching?

22 Does the system have intelligent logic to identify various INDIA data columns?

23 Does the system have the capability to run parsing on various data columns?

24 Does the system split the INDIA data columns to granular level information for better matching?

25 Does the system have the capability to cluster records?

26 Does the system have intuitive, flexible rules to identify duplicates?

27 Does the system have intuitive, flexible rules to identify households?

28 Does the system provide fuzzy logic to induce tolerance during matching?

29 Does the system use the parsed data to provide flexible matching criteria?

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Sr. No.


Response

30 Does the system use scoring algorithms?

31 Does the system have the capability to merge the records into a gold standard?

32 Does the system have options for manual/automatic merging of clustered records?

33 Does the system enable defining of rules for record and/or field selections during the merging process?

34 Does the system have the capability to enrich data from internal data sources?

35 Does the system have the capability to enrich data from external/third party data sources?

36 Does the system provide audit trails? 37 Does the system have the capability to set

alerts?

38 Does the system enable enforcing data governance rules?

39 Can we create customized rules to validate and audit operational processes?

40 Can we understand and refine mission-critical processes by logging exceptions and violations?

41 Can the system invoke events to correct the data?

42 Does the solution have INDIA specific vocabulary libraries?

43 Does the solution have INDIA specific grammar rule libraries?

44 Does the solution have INDIA specific phonetics libraries?

45 Does the solution have INDIA specific standardization rules and libraries?

46 Does the solution have INDIA specific regular expression libraries?

47 Does the solution have rules to identify individuals and organization from the customer

48 Does the solution have intelligent logic for INDIA names, addresses, phone numbers, national ID, passport number and other identification proof documents and demographic details?

49 Is the solution extendable to enterprise wide data integration capabilities?

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Sr. No.


Response

50 Is the solution extendable and/integrated to querying & reporting modules across enterprise?

51 Is the solution extendable and/integrated to analytical solutions across enterprise?

52 Is the solution easy to use and manage? (no coding)

53 Does the solution have scheduling capabilities? 54 Is there an intuitive, GUI driven implementation

tool?

55 Has the ability to use third party provided data dictionaries

56 Has the ability to import external data dictionaries provided in open format, such as .csv, .txt, etc.

57 Ability to update the data dictionary based on learnings from UBI data?

58 Availability of tool training in India 59 Availability of Computer Based training material

Logical Data Model 7% of total marks 1 Support for ‘ Atomic / 3NF’ as well as

summarized data

2 Customized model for the banking industry 3 LDM is in open format i.e. ability to customize

the Data Model as per Bank's requirements post project duration without having to take any services from the SI

4 Ability to support large volumes of detailed historical data for long periods of time

5 Scalability to extend Subject Areas in future 6 Ability to support the Single view of the

Customer across the Bank’s business lines

7 Easily customizable to suit the Indian Regulatory requirements

8 Be application neutral 9 Support all the Business Lines across the Bank 10 Ease of understanding for a Business User

11 Basel II Compliance 12 IFRS Compliance 13 Availability of tool training in India

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Sr. No.


Response


15 LDM has accelerators / templates available to map the data model to standard downstream packages for Risk Calculators , Profitability Engine and ALM?

16 LDM can be read/modified using standard Data Modeling tools

OLAP / BI /Dashboard 7% of total marks 1. Ability to Drill (down / through) 2. Ability to slice and dice the data as per end

user's requirements

3. Ability to Filter at the time of report creation as well as by consumer

4. Ability to Sort the data 5. Color Coded flag values 6. Export data to excel 7. Ability for manipulation of data cells e.g. adjust

column widths, change text attributes (font size, style, color), justify text and numbers, change number formats

8. Ability to merge spreadsheet data with the DW by the end users

9. Limit the data displayed on the graph 10. Graphing capabilities 11. Create time period comparison calculations 12. Ability to perform cumulative calculations like,

subtotals and grand totals, rolling sum, moving averages etc. (please mention what is available)

13. Ability to create derived cells based on formulas (e.g., regression or contributing factors analysis)

14. Integrated graphing and charting capabilities with multiple interdependent reports and charts on the same report

Saving reports and queries with the drill levels by end users

15. Portal Support 16. Personalization Features across reports and

dashboards giving users complete flexibility to modify the reports as per their requirements.

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Sr. No.


Response

17. Re-use calculations across reports

18. Operating environments supported and inter-operability- Hardware Platform supported, various types of data sources supported

19. Support for push technology 20. Integration capability with data modeling tools 21. MOLAP and ROLAP supports 22. Access control – row and column level role based

access control in reports.

23. Metadata capability, conformance with standards and integration with ETL Tools

24. Scheduling, maintenance, Process Chaining capabilities

25. Do all BI tools (e.g. ad-hoc query, dashboard, OLAP) share the same query engine?

26. Do all the tools (e.g. query, dashboard, OLAP) have a single engine for both formatting and rendering?

27. Abiltiy to render summarized graphical representation of the data represented as a chart, gauge, stop light without programming?

28. Ability to provide a color coded summary indicating the state of a particular metric compared to a goal or threshold target without programming?

29. Ability for end users to build their own metrics using a wizard (or similar) to create a metric calculation?

30. Ability to integrate multiple data sets in one dashboad including both relational and multidimensional data?

31. Ablity to provide system alerts on multiple metrics using pre-defined business rules

32. Ability to drill from dashboard down to report

33. Availability of software routines that detect real time changes in data or receive events from other sources without polling?

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Sr. No.


Response

34. The solution is aggregate aware, i.e. is able to automatically direct the query to the most recently created aggregates and summary tables

35. Ability to monitor user queries and performance

36. Ability to cache frequently used queries

37. Ability to provide web based ad-hoc query report development capabilities?

38. Ability to convert ad-hoc queries into standard queries for use by all users

39. The SDK exposes the following functionality via web services: run new queries or reports, and perform analysis on a time or event basis?

40. The SDK exposes the following functionality via web services: print reports, include reports in a portal, pass parameters to reports that will be run and deliver URLs back to the calling applications for the location of new reports?

41. The SDK exposes the following functionality via web services: create, copy and delete report or analysis objects?

42. The SDK exposes the following functionality via web services: add users, change security settings and monitor/manage performance?

43. The SDK enables data to be read/ loaded via a web service?

44. Provides ODBC / JDBC and Flat File support

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Sr. No.


Response

45. Can build reports from bringing together data from both a historical DW and an operational transaction system?

46. Can provide run time parameters as input to the business rules?

47. Administration, Security and Auditing – e.g. Ability to "kill" a query from the server, monitor who is on the system, reports and query execution run times, auditing support, background Processing , system usage statistics, reports broadcasting / notification (MAPI, other APIs).

48. Ability to define security at the report and data level

49. . Supports row and cell level security 50. Supports mobile devices as output devices 51. Ability to publish reports as .pdf / html pages

through a portal/mobile devices

52. No constraint on the data size / umber of columns in a report

53. Platform independent 54. Can collate data across multiple data sources,

which could be on different databases/ flat files

55. No constraint on the number of dimensions that can be used per report

56. Availability of tool training in India

57. Availability of Computer Based training material

Database 10% of total marks

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Sr. No.


Response

1 Various Join Support 2 Star Schema Support 3 Ability to support 3NF 4 Partitioning Capabilities 5 Bit-map indexing Capabilities 6 Aggregation management 7 Support/integration with other ETL tools

8 Support/integration with other front-end/OLAP tools

9 Bulk data loads 10 Unconditional parallel data loads

11 Support for Procedural SQL and tools available for usage of the same

12 Database Trigger Features using Business Rules

13 Stored Procedure Features 14 Development Language Support 15 Referential Integrity Constraint Support

16 Data type Extensibility 17 Row Level Locking 18 Active Data Warehousing features

19 Data consistency or reliability 20 Parallel Query Operations 21 Optimization Features 22 Partitioning method 23 Backup and Recovery Downtime 24 Automated Backup and Recovery Features

25 Does your database support 100% online backup?

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Sr. No.


Response

26 Does your database support selective restore of a single table?

27 Does your database support workload / query / user prioritization?

28 Security features 29 Share Data Pass 30 Shared SQL 31 Clustering support on various OS environments

32 Operating environments supported and inter-operability- Hardware Platform supported, various types of data sources supported

33 Administrative Features – please provide a brief list with the features that would differentiate your product

34 Shared Nothing Architecture 35 Scalability of data volumes 36 Automatic expansion support without unloading/

re-loading of data

37 Limitations for no. of columns in table / index, no. of joins, data file size, data type sizes page/ block size, no. of CPUs, database size, no. of concurrent users, amount of addressable memory

38 Does your database support 100% online backup?

39 Does your database support selective restore of a single table?

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Sr. No.


Response

40 Does your DBMS cover both the Authenticating and Auditing Aspects of the Security?

41 Does your database support workload / query / user prioritization?

42 Platform independent 43 Availability of tool training in India


Data Mining 5% of total marks 1 Provides data cleaning features prior to modeling A Detect multi-dimensional outliers with leading-

edge robust methods

B Missing value handling features e.g. drop, replace, impute and last observation carried forward

C Detect and repair missing values with variance-preserving methods

2 Has features for reduction of dimensionality of data

3 Has features for data import and export from and to different file formats (please provide the formats) and/or databases

4 Platform independent 5 Ability to defined parameters for search routines

(including automatic trials of different parameter sets, if available)

6 Provides Meta-learning models (where output of one modeling algorithm is the input to another modeling algorithm)

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Sr. No.


Response

7 Parametric statistical and machine learning data mining algorithms

8 Internal scripting language and customization options

9 Availability of neural net models and features e.g. Multi-layer perception, Resilient Propagation, Quick Propagation etc and number of hidden layers and nodes per layer allowed.

10 Creation of various combinations and transforms of existing variables for inclusion in the analysis as derived predictor variables. Features for availability of macro functions for the same.

11 Availability of coincidence (or "confusion") matrix for binary output, from which precision and recall values can be calculated

12 Has features for model results interpretation and evaluation

13 Has features of the graphical programming interface provided by the data mining tool.

14 Supports clustering based on similar attributes 15 Supports mining for Associations

16 Supports ability to find Sequential patterns

17 Supports Classification Models such as decision models,

18 Supports predictive modeling 19 Supports time-series forecasting

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Sr. No.


Response

20 Supports descriptive statistics such as mean, median, range, min, max, std deviation?

21 Supports statistical comparisons using statistical capabilities (e.g. t-test, F-test, Chi-Square test)?

22 Supports time series data

23 Ability to determine which objects can be expected to co-occur with other objects

24 Can the tool parse unstructured content to create structured data elements that can be used for further analysis?

25 Does the tool support building and applying models within the datawarehouse without extracting the data to a separate engine?

26 Can the tool generate scores in batch mode?

27 Conformance with Predictive Model Markup Language (PMML) and the version of PMML to which conformance is available

28 Features to publish web-ready graphics and reports

29 Features for multivariate analysis techniques like principal component analysis, ARIMA, SARIMA, GARCH etc.

30 Features for level of change-tracking for multi-user collaboration

31 Text Mining Capability on structured and unstructured data

32 Time Series Analysis Capabilities

33 Provides Visualization Features in at least the following categories A Trellis graphics to quickly show structure of high

dimension data

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Sr. No.


Response

B Types of 1-D Charts, 2-D Charts and 3-D charts e.g. Scatterplot, Boxplot, Strip plot, Quantile-Quantile, Surface plot, Cloud Plot etc.

C Hexagonal Binning charts to view relationships between variables of very large data sets

D Multivariate charts e.g. Scatterplot matrix, Parallel plot etc.

E Time series charts e.g. Line plot, High-Low plot, Stacked bar plot etc.



Metadata Management 5% of total marks 1 Ability to provide Business Definitions for all data

elements in the EDW to remove any ambiguity about the semantic meaning of any data element when used by a business user.

2 Ability to capture all structural metadata across the entire proposed solution architecture in a metadata repository. This includes all definitions (data dictionaries) for source system extracts and cleansing, Staging and data models (logical & physical), Sourcing and Integration ETL job designs (including transformation business rules) and Report designs.

3 Ability to provide data lineage capabilities that trace data appearing in reports / outputs through the various layers of the EDW architecture back to the source, including transformations applied to the data.

4 The Metadata solution must be able to store data across all the components of the EDW such as ETL, BI, Data Mining, etc. and the CRM solution

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5 The Metadata solution must be able to support querying and reporting functionality for the users to access the data stored in the repository

6 Ability to provide structural metadata and linkages between individual elements to provide impact analysis capabilities i.e. If a source system attribute is modified or deleted, impact analysis can be performed to understand definitively what the impact is on the EDW and what needs to be changed as a result.

7 Ability to capture all process (run-time) metadata for all ETL processes for control and reconciliation purposes.

8 Ability to maintain audit trails for addition, deletion and correction made by the user using the Metadata Repository.

9 Ability to publish all metadata captured to different users based on their access rights



Security 7% of total marks 1 Does the solution allow the administrator to

control access at the application level?

2 Does the solution allow authorized users to change previously entered data with changes captured in audit trail?

3 Does the solution generate audit trails for all systems activities and reports/queries generated and allow system admin to enable/disable audit trail on selected transactions?

4

Does the solution allow access to any component on a read-only, read-write or execute level?

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5 Does the system centrally manage all user information, credentials and permission (e.g. user name, address, password, phone number, email address, language, role, title, organization unit, etc.) in a Lightweight Directory Access Protocol (LDAP) system – version 3 or higher?

6 Does the solution have support for the following authentication modes:

A Client authentication B Source authentication (i.e. application-to-

application)

8 Does the system allow an access lock out state (i.e. for a configurable time period), upon which the system automatically releases the lock in case of failure to authenticate successfully after a pre-determined number of times?

9 Does the solution support remote access capability through secured channels (i.e. VPN, CITRIX, etc.)?

10 Does the solution preserve message/ data integrity and provide evidence that transaction data is not accidentally or maliciously modified, altered, or destroyed while in transit or in storage?

11 Does the solution have a secured message store?

12 The solution must allow control over the data accessibility and commands that can be executed by a user, according to their status and privileges.

13 The solution must ensure that all access is provided via personal identification and authentication only. Access to the system must be through secured passwords.

14 Ability to define the system rights as per the role hierarchy within UBI.

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15 Ability to allow users to register to consume the reports

16 Logging of users accessing the system and monitoring of online activity.

17 Does the system support industry based security and directory schemes (i.e. LDAP, PKI, SSL, Digital Certificates, Digital Signatures, etc.)?

18 Does the solution use encryption when transmitting passwords over the network?

19 Does the solution enable strict control of access to program source code and associated items (such as designs, specifications, verification plans and validation plans)?

20 Solution allows defining enforceable roles for development

21 Solution allows defining of enforceable roles for operations (session execution)

22 Solution allows defining enforceable roles for administration

23 Solution allows defining user permissions to be set by work area (or folder)/ report/ data set

24 Does your EDW solution provide appropriate security at the RDBMS level to protect data from unauthorized personnel?

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25 The solution provides safeguards to prevent accidental or malicious changes to data or software?

26 The solution provides flexibility of security administration and implementation?

27 The solution provides security against accidental table drops

28 The solution provides object level security

System Administration 5% of total marks 1 Performance Monitoring 2 System Monitoring The proposed solution should have the provision

for automating routine administrative tasks or scheduled events.

The proposed solution should have administration capabilities such as Managing access, deletions, and workflow activities for reporting, analysis, and compliance purposes.

3 Audit Trailing, tracking 4 Transactional tracking 5 Version control support Performance Monitoring 8% of total marks 1 Does the system provide performance monitoring

tools to proactively identify and notify system administrators of performance degradations?

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2 Does the solution have facilities to allow for performance troubleshooting, bottleneck identification, as also the ability to trace and measure performance at the interface and component level?

3 Does the proposed solution provide performance, utilization, load etc related reports and statistics.

4 Does the system dynamically allocate resources for higher-priority services from lower-priority services?

5 Does the solution provide performance tools for all aspects of performance tuning, which includes but is not limited to alerts, collecting, analyzing, configuring, and testing performance?

6 Does the solution support different testing environments such as load test, stress test and regression test, and simulation for end-to-end performance testing?

7 Does the solution design and utilize load balancing and fail-over techniques to prevent performance degradation as a result of extra loads and to provide additional reliability?

8 Does the solution have any inherent solution requirements on the number of interfaces, data formats, fields, etc.?

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9 Does the solution support standard optimization techniques (e.g. caching query results, support for various indexing techniques, parallel processing, support the creating of relational views, support partitioning techniques, etc.)?

10 Does the solution have the capacity to manage parallel loading?

11 Does the solution have the capability to allow data loading as well as creation/viewing of reports simultaneously

Manageability 5% of total marks 1 Is the solution modular, with components that

can be independently installed and updated?

2 Can the solution be managed from a single central point?

3 Does the solution have the ability to integrate with any third party management software/ tools for systems administration?

4 Does the solution include the ability to monitor the enterprise data warehouse as a whole, gathering detailed statistics, message queues, job failures, scheduled outages, etc.?

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5 Does the solution provide the option to translate system error messages into predefined formats and made available as a standard configurable message output type in response to defined system attributes, to support error handling and management by third-party systems management utilities?

6 Does the solution support detailed tracking/ audit facilities?

7 Does the solution support change management and configuration management tools?

8 Does the solution support parameterized record retention mechanism appropriate to a banking environment such as duration of record retention, data to be managed, etc.?

9 Does the solution support a consistent logging framework

Overall Solution Scalability 7% of total marks 1 Does the solution have the scalability to deal

with increased transaction volumes?

2 Does the solution have the scalability to deal with increased number of source applications?

3 Does the solution have the scalability to deal with increased number of users?

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4 Does the solution support active-active clustering and load-balancing capabilities?

5 Does the solution have the scalability to support additional subject areas, additional lines of business, etc.

Overall Solution Architecture 7% of total marks 1 Follow the concept of centralized data

warehouse to ensure data standardization and accuracy across all the applications

2 Does the product support multi-level priority allocation for critical data extraction processes from different data sources? Can the system react dynamically in case of any deadlocks, etc.?

3 The proposed solution must support Batch as well as near real – time data refreshes

4 The solution must provide the capability to allow users to view comprehensive granular data as well as highly summarized executive dashboards.

5 Provide high user concurrency, capability for Any Query, Any time, Any Place, Any business area & Any System

6 Support the down-stream applications such as ALM, AML, Risk and Profitability Calculators& Lead Management system and also provide extracts to meet CIBIL requirements.

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7 Support executive dashboards, managed automated supporting and On-Demand querying and reporting.

8 The proposed solution must be built on the foundation pan industry logical data models allowing data conformity across applications

9 The key components of the architecture are – Extraction, Transformation and Loading (henceforth referred to as ETL) Subsystem, Data Quality subsystem, Logical Data Model subsystem, Data base subsystem, Analytical Application subsystem, Data Mining subsystem.

10 The Master data must be shared between the EDW and CRM systems to ensure that there is no loss of customer information.

11 There should be no single point of failure

Hardware 10% of total marks 1 Proposed Hardware has High Reliability, fault

tolerance, redundancy intelligent load balancing, and high availability.

2 Ability to cluster the application and database servers where required

3 Application and DB servers should be vertically scalable and must be capable of incremental expansion to meet the growth requirements

4 Unix/Linux based 5 Can the system support SAN if required

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6 Does the proposed solution have independent storage management and support for different RAID levels

7 Does the proposed solution support Intensive I/O

8 Does the proposed solution support Multiprocessing capability

9 Does the proposed solution support Parallel processing capability

10 Can data be shared between the database and backup to allow for seamless querying?

11 Does your solution archive the SQL that created the tables and the data itself?

12 Does the proposed solution protect against run-away queries in which a query causes system resources to be fully consumed?

13 Does the proposed solution support the use of upper-bound time limits on the time a query executes? If so, can the end-users establish their own time limits?

14 Does your solution run on other platforms than the one that is proposed?

15 Does the solution support seamless transfer to a scaled-up hardware configuration (e.g. a new server with new/additional processors).

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16 The server configuration proposed has upgrade capability in terms of processors, memory, disk storage, etc. without disrupting the systems and users.

Backup and Recovery 5% of total marks 1 The proposed solution must include capabilities

to backup all data and metadata across all the sub systems of the proposed solution

2 The proposed solution provide mechanism for incremental and full backups with zero down time

3 The proposed solution should provide Support for replicating data onto remote sites

4 The proposed solution should provide monthly validation of database backup. Service includes restoration of database from backup media and validation that all database components are present and not defective. An electronic report of the results is provided at completion of validation

5 The proposed solution must support mirrored devices

23.2. CRM Features

Scale Description

0 Feature Not Available

4 Required feature readily available

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Product Features: Please mention if the feature is available with the proposed

version or is it an add-on component. Please also mention in case all the requested

functionalities are not available in the web version of the product, wherever

applicable.

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Operational and Analytical CRM Application 38% of total marks 1.

Availability of industry specific model for Banking

2.

Ability to support multiple channels (Branches / Telephone / SMS / Internet / Email / ATMs)

3.

Ability to provide CRM for Retail, Corporate and Wealth Management customers of the Bank.

4.

Provides the following functionality for the Sales Process Management:

a Provide systematic sales models and workflow processes with the ability to predefine the process steps across services, product types, channels, account types.

b Support standard or proprietary sales methodologies.

c Ability to suggest alternative offers to the one requested by customer / prospect.

d Ability to cross-sell / up-sell products and services.

5 Lead and Opportunity Management Tracking

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a Ability to track leads and opportunities spanning the entire lifecycle from creation through closing. Some key parameters to be captured are Referral source, sales revenue, products offered, desired budget amount, quotes and proposals prepared

b Ability to report on opportunities by account geography, products type, revenue, margin, industry, marketing campaign, lead source, status, lost opportunities and their associated reasons, close rates and salesperson productivity, etc.

c Ability to compare a campaign / lead with actual sales.

6 Support financial-specific products for both consumer and corporate banking customers, including deposits, loans, credit cards, wealth management, investment products and insurance, etc.

7 Ability to define the product information and details, including product line, product key features, product fees and rates, product conditions, product comparison, pricing, image, literatures

8 Ability to provide buyer-value and customer need assessment functionality that help the Bank employee to determine customer needs, including:

a simple qualifying questions to determine which product might be best suitable for the customer

b highly complex scripted discovery sessions involved in a formal credit or loan planning conversation

c Ability of the system to recommend a product along with a product search function to the employee / customer with all the relevant product information

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9 Provide Bank with a graphical interface that allows sales agents to view financial account information; create new accounts across products and access information related to the existing financial accounts, including the related contacts, notes, opportunities, etc

10 Ability to create and maintain hierarchical account relationships

11 Provide support to automated and online applications for banking products, including deposits, loan, credit card, wealth management and insurance, etc. Sales Agents can create online customer applications for different types of Bank products.

12 Provide application assessment functionality to qualify or rank the application.

13 Provide ability for administrator to define or modify and coordinate the sequence of screens / tasks required for application process for each of the Bank products

14 Ability to automatically generate prefilled application forms

15 Provide the ability to track trailing documents for applications across all product lines and send reminders to the Bank agents accordingly for follow up.

16 Provide visual editor to configure and generate standard scripts for sales agents to use in their various sales stages, including prospecting, qualifying and selling.

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17 Give multiple people across to different banking entities of Bank group access to information regarding particular opportunities, accounts, and contacts, lead info, quotes, proposals, presentations, and a history of activities.

18 Ability to track the complete sales pipeline and run analysis using multi dimensions of criteria to aggregate or cut-and-dice the pipeline data, such as individual opportunity, customer / customer segment, channel, sales agent / team / branch / whole sales organization.

19 Guided Selling 20 Ability to define the hierarchical sales team

structure, on the basis of territory, department, division/branch, teams, team members, industry, customer and account, monetary values of an order / deal, etc.

21 Ability to report revenue, from multi-dimensions, by account or product, opportunity, employee, organization unit or project, over a time period (monthly, quarterly or yearly).

22 Ability to preserve snapshots of historical revenue data for analysis, and ability to monitor revenue trends, shortfalls and increments.

23 Ability to select "in forecast" opportunities and ability to track forecast revision history and calculate net changes between different revisions.

24 Ability to maintain compensation plan for different sales entities based on parameterized criteria.

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25 Ability to provide a centralized view on all the marketing programs and activities across channels already conducted in the past (historical ones), currently in progress and planned for future.

26 Ability to organize, track and maintain all the components of marketing campaigns including customer segment, offers, channels, campaign results / status, campaign schedule / recurrence, campaign statistics, etc.

27 Ability to automate the entire campaign management process.

28 Ability to associate marketing target prospects with a campaign, either through standard queries within the application UI, or by performing upload / import from an external data source / third-party plug-ins.

29 Ability to assign/distribute call list to branch sales reps and call center agents based on their skill sets

30 Ability to define, save and load campaign customer segments interfacing with external data sources.

31 Ability to use graphical campaign design tool to flexibly plan and design campaigns that are multi-phase (e.g., Web Offer / email Offer -> Telemarketing -> eNews Letter, etc.), across multiple channels.

32 Ability to define campaign type (e.g., retention, acquisition, promotion, etc), the products offered the effective dates of the campaign, objective, etc.

33 Ability to bundle several products into a product offer package

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34 Ability to maintain and view offers belonging to an organization department (e.g. Retail banking or Corporate banking), a particular product group (e.g. Deposits, Loans, Investment), a particular product (e.g. Time Deposit).

35 Ability to create and associate calling script with a campaign to guide agents through customer/prospect interactions to ensure the quality of calls, prevent data entry errors, and guarantee consistent telemarketing campaign execution

36 Provide graphical tool with parameter driven interface to create and modify calling scripts, and define documents associated with the campaigns

37 Ability to provide design tool to enable Marketing users to target customers or prospects by creating personalized web and email content including personalized web offer, personalized email offer, dynamic email Newsletter

38 Ability to capture customer response to a given marketing campaign and analyze the overall returns relative to cost, by a salesperson or sales team or the entire campaign execution channels.

39 Ability to keep track of the status of each campaign call, such as complete, no answer, call back later, not interest, etc.

40 Ability to detect & trigger Marketing Events from Database customer behavioral change based on the average transaction, customer inactivity and significant customer events (e.g. anniversary etc.)

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41 Ability to set event detection routines, define, test and populate event rules, automate events and define execution frequency, populate event history and plan & prioritize customer communications to maximize value while balancing delivery capacity & response likelihood through the use of optimization algorithms with constraints and goals.

42 Ability to access multiple data sources such as promotion history, customer offer, channel, time data

43 Flexible rule definitions for, offers, channels, segments, capacity constraints, mutual exclusivity, conflict resolution, customer preferences

44 Prioritization of customer segments, offers and channels using ranks, ratings and scores

45 Ability to update event hierarchy 46 Ability to identify key model drivers and

patterns, for example with entropy or chi-squared rankings

47 Ability to build, test and apply mining models

48 Ability to develop test & validate data sets as well as perform sampling

49 Ability to provide reports on Mining results

50 Ability to identify, test & validate events 51 Ability to provide single workbench for

modeling

52 Mobile Sales & Service and Synchronization capability

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53 Ability for Bank service staff to create public or personal notes about the service request. Users can create public notes that everyone with access to the service record can see, or they can create personal notes that only they can see.

54 Ability to provide the entire management and tracking processes for service request under a customer registering (by service agent or by customer himself), routing (between different service staff), escalating (between different levels of the organization), and closure of customer service requests.

55 Supports service request originated from multiple interaction channels (including inbound and outbound call center, sales front-end, fax, web channel, etc.).

56 Ability to capture service request details including requester contact information, service request description, date/time resolution needed, special instructions/comments, service request status, type of service request, activities and interaction involved or planned, reply channel preference, etc.

57 Ability to route service requests among different service staff/ agents /supervisors, among call center / back end agents or among Sales / Marketing / Service teams based on territory, department, division/branch, teams, team members, industry, customer and account

58 Ability to view / track communications and activities associated with a service request.

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59 Ability to notify corresponding persons and follow up the activity when the request status is changed.

60 Ability to categorize service request, according to service request type, status, priority, etc.

61 Ability for the Bank service staff to use the financial account information to handle common service requests, such as inquiries about current account balances, past transactions, and interaction history

62 Ability for the Bank service staff to automatically generate service requests based on the type of account and associate those requests with the primary contact and financial account.

63 Support service transactions for all banking products such as loans, deposits, credit cards, wealth management investment products, insurance, etc.

64 Support online account balances / holding enquiry for banking products, including online transaction history enquiry within a certain limit, e.g. last 10 transactions, or up to today's transactions, etc. for banking products

65 Ability for Bank service staff to create financial-specific service requests, including regarding the account balance, account balance history, account transaction inquiry, account transaction history. account authorization rules, etc.

66 Provide capabilities to perform collections function

67 Ability for Bank to keep track of the customers who are delinquent or are unable to make payment by a specified date.

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68 Ability for Bank to query and create lists of delinquent accounts based on the number of days the account has been delinquent

69 Ability for Bank to assign these delinquent accounts to the agents for collections follow up

70 Provide a collection summary for collection agents to view and learn more about the customer's financial accounts, payment history, and information related to the delinquent account

71 Ability for Bank to develop and execute collections campaign

72 Ability for Bank to capture the customer's promise to pay and take appropriate follow-up action.

73 Provide visual editor to configure and generate script of questions, execution steps and information exchanges for agents use in their various service stages, including service Investigation, conversations and solutions.

74 Mobile Sales & Service and Synchronization capability

75 Ability to integrate Service, Sales and Marketing operations of the CRM system, such as cross-selling and up-selling opportunities when serving an inbound request

76 Provides Alert Message capability to prompt the service staff any up-selling and cross-selling opportunities when servicing customers

77 Ability to capture referral for successful up-selling and cross-selling.

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78 Ability to provide a user front-end enabling customer interaction, sales and service transaction at a physical location, typically a retail branch or customer interaction centre.

79 Ability to synchronize data between the mobile device and the centralized server, using low communication bandwidth even in the event of interrupted communication.

80 Ability to integrate CRM data such as account ID, caller reference ID, caller phone number, service request ID, etc. with CTI/IVR.

81 Ability to provide or integrate with fax server to manage inbound and outbound fax communications.

82 Ability to integrate CRM application with mail servers such as MS Outlook, IBM Lotus Notes, etc. to allow sending emails from within the CRM application.

83 Ability to support online real-time integration of the CRM solution with the Bank’s Internet Banking portal.

84 Provide diary and scheduling tool to enable appointment scheduling, creation of To-do lists and activity plans and carry out follow-ups.

85 Provides user friendly capability for defining broadcast messages and triggering the actual delivery of the broadcasting messages. The messages can either appear as a rolling message in a 'ticker" or can be popped up in a message box for agents to view

86 Ability to deliver broadcast messages to individual, group of people, or to the entire call center.

87 Ability to perform key word search (wild-card search).

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88 Ability to support multiple languages, entities and currencies.

89 Provide a visual rule designer to facilitate user definition and ability to view and administer business policies and workflows in the CRM system.

90 Ability to carry out manual or configurable, rule-based automatic assignment of service requests to the most appropriate agents

91 Ability to model business process flow including approvals, handoffs and data gathering using intuitive, graphical modeling tools.

92 Provide the ability to have a multiple work flows based upon criteria within a sales opportunity or service request

93 Provide GUI based Facility for designing, implementing and executing time-based and event-triggered business.

94 Displays and allow access to all credit applications for a company in the list (regardless of their status).

95 Provides corporate customer data detail /history – Address etc. as well as captures different profiles such as Financial, Market, and Management etc. Provides data model and documentation for customer information.

96 Ability to provide users with an appropriate view of the entire Organization contact history. This includes all interaction between the Bank and the Corporate Customer regardless of the channel used.

97 Allows attachment of multiple documents of any type at the organization level.

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98 Allows the creation of the processing flow of a credit application and captures information such as limit, maturity date, description, collateral, etc.

99 Allows manual as well as automated trigger-based status changes.

100 Allow user to define Securities and attach literature to each security.

101 Allow users to view and track existing Customer Holdings

102 Allow users to capture customer interest in a certain security.

103 Ability to provide tools to integrate market data, news, order management, and portfolio management applications to provide a comprehensive customer management desktop

104 Ability to provide the following for Reporting and analytics:

a Integrated analytics to the front-end sales staff, services or marketing users

b Sales analysis – Measure actual performance versus planned and forecast using dimensions such as sales and region hierarchies, customer, customer segment, product, channel, industry, limit, exposure, campaigns, time period, etc. Sales profitability, campaign profitability, trend analysis.

c Service Analysis - Provide details for service requests performed by customer service level average lead times, volumes using dimensions such as sales and region hierarchies, customer, customer segment, product, channel, industry, limit, exposure, campaigns, time period, etc.

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105 Ability to provide data mapping templates to integrate with Operational CRM system's customer interaction data model, such as opportunities and activities, service request, sales stage and pipeline, etc.

106 Ability to provide batch reports, dashboards, ad hoc and stored query-based reports, graphical reports.

107 Ability to support increasing number of OLTP users access

108 Ability to distribute job streams (e.g., ETL batch, report generation, long-running OLAP query, etc.) among multiple servers to leverage resources on different servers to handle increasing data volume

109 Provide industry standard programming languages (e.g., Java, C, etc) to build customized program logic.

110 Support enterprise DBMS platforms for information storage such as Oracle, DB2 UDB, Microsoft SQL Server

111 Territory / Team / Assignment Management

a Sales Forecasting per layer allowed. b Need Analysis c Access Financial Accounts Information at

the channel

d Financial Applications 112 Provides the following functionality for the

Services Management Process

a Supports service requests originated from multiple interaction channels (including inbound and outbound call center, sales front-end, fax, web channel, SMS, ATM, etc.)

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b Support service transactions for the different banking products such as deposits, loans, credit cards, wealth management, investment products, cash management, Insurance Account Services

c Provide capabilities to perform collections function

d Scripting e Provides Alert Message capability to prompt

the service staff of any up-selling and cross-selling opportunities when servicing customers

113 Provides the following functionality for the Marketing and Campaign Management Process

a Ability to run multi-step and multi-channel campaigns

b Ability to organize, track and maintain all the components of a marketing campaign including the responses without any manual intervention

c Ability to carry out Campaign Segmentation and manage Campaign Lists across multiple campaigns

d Ease of Campaign Design using GUI e Create Campaign Scripts and Literature f Run Personalized Campaign g Ability to detect & trigger Marketing Events

based on customer behavior, significant events, etc.

h Campaign Optimization i Ability to integrate the CRM tool with the

Data Mining tool

114 Provide a Consolidated View of All Client Interactions

115 Provides the following functionality for the Reporting and analytics

a Integrated Analytics

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b Sales Analysis and Reporting c Service Analysis and Reporting d Marketing Analysis and Reporting e Customer Interaction Data Integration f OLAP Analysis g Ad Hoc and Stored Query h Decision Support i Batch Reporting j Graphical Reports k information Distribution 116 Ability to have an integrated view across all

customer relationships (financial e.g. fixed deposits, savings accounts, current accounts, etc.; non-financial e.g. Demat account, third party products purchased, etc.; campaign history and current campaigns, product applications, service requests, sales opportunities being pursued, etc.); channel and other communication preferences;

117 The ability to identify and authenticate the customer with information such as his PAN number, date of birth, his mother's maiden name, etc for all interactions which involve sales and service transactions.

118 Ability to maintain contact information, such as:

a name, identity, title, responsibility, phone numbers, fax numbers, contact address, e-mail addresses

b Contact reason (e.g. responding to a campaign)

c Salesperson's Notes 119 Ability to categorize contact, such as,

employee, partner, personal, etc., by picking from a configurable drop-down list.

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a provide 360-degree view of the customer in one screen, including customer details, financial accounts, financial applications, service requests, any important alerts, etc

120 Ability to mark a contact as "personal" and not share his information with other sales / service agents.

121 Ability to link contact to accounts and / or opportunities in M:M relationship.

122 Provide a complete history of the multi-channel interactions with the customer across all interaction channels including face to face interaction, inbound and outbound calls, email, fax, internet, etc.

123 Loyalty management & Marketing application should be pre-integrated

124 Message Broadcasting feature 125 Ability to maintain and view a bank

customer's relationships with other customers in the bank, e.g. spouse of, employer of, employee of, son of, etc.; Ability to identify and capture key relationships for a customer in a graphical tree to provide a graphical representation of a customer's relationships.

126 Ability to define and maintain the Customer segment information such as customer lifetime value, customer profitability, customer demographics, customer psychographics, wallet share, etc.

127 Ability to generate automated phone- and e-mail prospect lists for campaign purposes.

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128 Ability to maintain and view account profile information, such as account type, name, status, contact information (primary and communication addresses), business profile, investor profile, credit rating, industry classification etc.

129 Ability to define an Account Plan with defined targets and objectives such as target account balances, target wallet shares, etc.

Security 10% of total marks 1 Does the solution allow the administrator to

control access at the application level?

2 Does the solution allow authorized users to change previously entered data with changes captured in audit trail?

3 Does the solution generate audit trails for all systems activities and reports/queries generated and allow system admin to enable/disable audit trail on selected transactions?

4 Does the solution allow access to any component on a read-only, read-write or execute level?

5 Does the system centrally manage all user information, credentials and permission (e.g. user name, address, password, phone number, email address, language, role, title, organization unit, etc.) in a Lightweight Directory Access Protocol (LDAP) system – version 3 or higher?

6 Does the solution have support for the following authentication modes:

a Client authentication b Source authentication (i.e. application-to-

application)

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8 Does the system allow an access lock out state (i.e. for a configurable time period), upon which the system automatically releases the lock in case of failure to authenticate successfully after a pre-determined number of times?

9 Does the solution support remote access capability through secured channels (i.e. VPN, CITRIX, etc.)?

10 Does the solution preserve message/ data integrity and provide evidence that transaction data is not accidentally or maliciously modified, altered, or destroyed while in transit or in storage?

11 Does the solution have a secured message store?

12 The solution must allow control over the data accessibility and commands that can be executed by a user, according to their status and privileges.

13 The solution must ensure that all access is provided via personal identification and authentication only. Access to the system must be through secured passwords.

14 Ability to define the system rights as per the role hierarchy within UBI.

15 Ability to allow users to register to consume the reports

16 Logging of users accessing the system and monitoring of online activity.

17 Does the system support industry based security and directory schemes (i.e. LDAP, PKI, SSL, Digital Certificates, Digital Signatures, etc.)?

18 Does the solution use encryption when transmitting passwords over the network?

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19 Does the solution enable strict control of access to program source code and associated items (such as designs, specifications, verification plans and validation plans)?

20 Solution allows defining enforceable roles for development

21 Solution allows defining of enforceable roles for operations (session execution)

22 Solution allows defining enforceable roles for administration

23 Solution allows defining user permissions to be set by work area (or folder)/ report/ data set

24 Does your CRM solution provide appropriate security at the RDBMS level to protect data from unauthorized personnel?

25 The solution provides safeguards to prevent accidental or malicious changes to data or software?

26 The solution provides flexibility of security administration and implementation?

27 The solution provides security against accidental table drops

28 The solution provides object level security

System Administration 10% of total marks 1 Performance Monitoring 2 System Monitoring 3 The proposed solution should have the

provision for automating routine administrative tasks or scheduled events.

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4 The proposed solution should have administration capabilities such as Managing access, deletions, and workflow activities for reporting, analysis, and compliance purposes.

5 Audit Trailing, tracking 6 Transactional tracking 7 Version control support

Performance Monitoring 10% of total marks 1 Does the system provide performance

monitoring tools to proactively identify and notify system administrators of performance degradations?

2 Does the solution have facilities to allow for performance troubleshooting, bottleneck identification, as also the ability to trace and measure performance at the interface and component level?

3 Does the proposed solution provide performance, utilization, load etc related reports and statistics.

4 Does the system dynamically allocate resources for higher-priority services from lower-priority services?

5 Does the solution provide performance tools for all aspects of performance tuning, which includes but is not limited to alerts, collecting, analyzing, configuring, and testing performance?

6 Does the solution support different testing environments such as load test, stress test and regression test, and simulation for end-to-end performance testing?

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7 Does the solution design and utilize load balancing and fail-over techniques to prevent performance degradation as a result of extra loads and to provide additional reliability?

8 Does the solution have any inherent solution requirements on the number of interfaces, data formats, fields, etc.?

9 Does the solution support standard optimization techniques (e.g. caching query results, support for various indexing techniques, parallel processing, support the creating of relational views, support partitioning techniques, etc.)?

10 Does the solution have the capacity to manage parallel loading?

11 Does the solution have the capability to allow data loading as well as creation/viewing of reports simultaneously

Manageability 7% of total marks 1 Is the solution modular, with components

that can be independently installed and updated?

2 Can the solution be managed from a single central point?

3 Does the solution have the ability to integrate with any third party management software/ tools for systems administration?

4 Does the solution include the ability to monitor the enterprise data warehouse as a whole, gathering detailed statistics, message queues, job failures, scheduled outages, etc.?

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5 Does the solution provide the option to translate system error messages into predefined formats and made available as a standard configurable message output type in response to defined system attributes, to support error handling and management by third-party systems management utilities?

6 Does the solution support detailed tracking/ audit facilities?

7 Does the solution support change management and configuration management tools?

8 Does the solution support parameterized record retention mechanism appropriate to a banking environment such as duration of record retention, data to be managed, etc.?

9 Does the solution support a consistent logging framework

Overall Solution Scalability 10% of total marks 1 Does the solution have the scalability to

deal with increased transaction volumes?

2 Does the solution have the scalability to deal with increased number of source applications?

3 Does the solution have the scalability to deal with increased number of users?

4 Does the solution support active-active clustering and load-balancing capabilities?

5 Does the solution have the scalability to support additional subject areas, additional lines of business, etc.

Hardware 10% of total marks

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1 Proposed Hardware has High Reliability, fault tolerance, redundancy intelligent load balancing, and high availability.

2 Ability to cluster the application and database servers where required

3 Application and DB servers should be vertically scalable and must be capable of incremental expansion to meet the growth requirements

4 Unix/Linux based 5 Can the system support SAN if required 6 Does the proposed solution have

independent storage management and support for different RAID levels

7 Does the proposed solution support Intensive I/O

8 Does the proposed solution support Multiprocessing capability

9 Does the proposed solution support Parallel processing capability

10 Does your solution run on other platforms than the one that is proposed?

11 Does the solution support seamless transfer to a scaled-up hardware configuration (e.g. a new server with new/additional processors).

12 The server configuration proposed has upgrade capability in terms of processors, memory, disk storage, etc. without disrupting the systems and users.

Backup and Recovery 5% of total marks 1 The proposed solution must include

capabilities to backup all data and metadata across all the sub systems of the proposed solution

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2 The proposed solution provide mechanism for incremental and full backups with zero down time

3 The proposed solution should provide Support for replicating data onto remote sites

4 The proposed solution should provide monthly validation of database backup. Service includes restoration of database from backup media and validation that all database components are present and not defective. An electronic report of the results is provided at completion of validation

5 The proposed solution must support mirrored devices

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Declaration

[To Be Submitted on Agency’s/Firm’s/Company’s Letter Head Only]

We, M/s____________________________________, understand that all the

technical requirements mentioned above are mandatory. If the solution provided

by us does not meet some of the above requirements, the same will be met

through customization during the implementation. We reiterate that all the

technical requirements mentioned above will be met either through the proposed

application or through subsequent customization.


(WITH SEAL)

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23.3. Platform installation and administration

The below points need to be described in detail and a write up for each of these

points needs to be provided as part of Annexure K.

1. Describe the platform system requirements for each component of the solution.

2. Are there specific requirements for web-based clients?

3. How does this solution function in a geographically distributed environment? Is

it client/server, two-tier, three-tier architecture, or some combination?

4. Explain how non-web based clients are distributed to end-user desktops. How

is software upgrades distributed to the end-users?

5. List the administrative functions included in your product.

6. How do administrators detect when the product requires additional resources?

7. How are any changes in front-end screens (existing/new) deployed across the

users on the network?

8. Does the product support multi-level priority allocation for critical data

extraction processes from different data sources? Can the system react

dynamically in case of any deadlocks, etc.?

9. Is any proprietary tool being used by the SI?

23.4. Warranty Services

The SI(s) must submit as part of their proposal a detailed plan including required

manpower to support the supplied Hardware and Software. The required

manpower provided must ensure compliance with the requirements specified in

Table C. Manpower can be changed only with an advance approval from the Bank.

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24 Annexure L – Implementation Methodology

Please provide details of the methodology to be used for the Enterprise Data

Warehouse Solution Implementation including a list of the deliverables to be

submitted to the Bank.

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25 Annexure M – Project Plan and Schedule

Please provide details of the project plan clearly stating the project milestones.

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26 Annexure N – Team Composition and Task

Assignment Please provide details of the team composition and the individual task assignments

for the Enterprise Middleware Solution Implementation. Please also provide details

of the Staff required from the Bank and the roles to be played by these

individuals.

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27 Annexure O – Bank Guarantee For EMD Date:

Format of Bank Guarantee To

Union Bank of India 239, Vidhan Bhavan Marg, Nariman Point, Mumbai 400021 Dear Sirs,

In response to your invitation to respond to your reference no. ________________

Addressed to M/s __________________ having their registered office at _____________

(hereinafter called the ‘Vendor’) wish to respond to the said Request for Proposal (RFP)

for self and other associated vendors and submit the proposal for the turnkey solution for

development, installation, integration, implementation and maintenance of a Enterprise

Data Warehouse, Operational CRM and Analytical CRM and to provide training and initial

handholding as listed in the RFP document.

Whereas the ‘Vendor’ has submitted the proposal in response to RFP, we, the

____________ Bank having our head office ________________ hereby irrevocably

guarantee an amount of Rs. 200.00 lakhs (Rupees Two Hundred Lakhs only) as bid security

as required to be submitted by the ‘Vendor’ 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 Vendor withdraws his proposal during the period of the proposal validity; or

2) If the Vendor, 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

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contract in accordance with the Terms and Conditions of the RFP or the terms and

conditions mutually agreed subsequently.

We undertake to pay immediately on demand to Union Bank of India the said

amount of Rupees Two Hundred lakhs 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 Union Bank of India which shall be

conclusive and binding on us irrespective of any dispute or difference raised by the

vendor.

Notwithstanding anything contained herein:

1) Our liability under this Bank guarantee shall not exceed Rs. 200.00 lakhs s

(Rupees Two hundred lakhs only).

2) This Bank guarantee will be valid up to __________________; and 1 month

of Claim period thereof

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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28 Annexure P - Business Rules for Reverse Auction Applicability:

a. Reverse Auctions are carried out under the framework of rules that are

called Business Rules.

b. All SI(s) participating in Reverse Auction shall understand/accept and give

an undertaking for compliance with the same to the Bank in the prescribed

format Exhibit-A.

c. Any SI not willing to submit such an undertaking shall be disqualified for

further participation in respect of the procurement in question.

Eligibility:

a. Only SI(s) who are technically qualified and who submit the prescribed

undertaking to the Bank alone can participate in Reverse Auction relevant

to the procurement for which RFP is floated.

Compliance/Confirmation from SI(s):

a. The SI(s) participating in Reverse Auction shall submit the following duly

signed by the same Competent Authority who signs the offer documents in

response to the RFP:

b. Acceptance of Business Rules for Reverse Auction and undertaking as per

format in Exhibit-A.

c. Agreement between service provider and SI. (The service provider prior to

announcement of Reverse Auction will give this format.)

d. Letter of authority authorizing the name/s of official/s to take part in

Reverse Auction as per format in Exhibit-B.

Training:

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a. The Bank will facilitate training for participation in Reverse Auction either

on its own or through the service provider for the Reverse Auction.

b. Where necessary, the Bank/service provider may also conduct a ‘mock

reverse auction’ to familiarize the SI(s) with Reverse Auction process.

c. Any SI/bidder not participating in training and/or ‘mock reverse auction’

shall do so at his own risk and it shall not be open for him to make any

complaint/grievance later.

Total Cost of Ownership (TCO):

a. TCO refers to the aggregate amounts payable by the Bank for transfer of

ownership.

b. TCO shall encompass but not be limited to the following:

1. Cost of the equipment/product or services.

2. License fee (Corporate or user specific as defined in RFP) including

OS/Data Base/Application licenses).

3. All existing taxes (including sales tax/VAT, service tax etc.), duties and

levies

4. Installation and commissioning charges, if any

5. The prices should include the comprehensive on site warranty

maintenance of the equipments covering all components, services, and

visits to the concerned offices as specified in the RFP.

6. Annual Maintenance Charges for the period as specified in the RFP.

7. Transportation and Forwarding charges to respective sites

8. Training costs for the product/service/equipment if and as defined in

RFP.

9. Service Level Agreement (SLA) costs as defined in RFP for applicable

period.

10. Facility Management/infrastructure support costs as defined in RFP.

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11. Insurance to cover the equipment for and from transit period till

installation

c. The TCO shall be arrived at after deducting ‘buy back’ costs involved and

if/as defined in the RFP. TCO, however, shall not include variables of

octroi and entry tax. These shall be paid as per actual and on production of

receipts. However, the Bank shall pay no penalties in respect of octroi or

entry tax and the SI shall bear such expenses.

Date/Time for Training:

a. The Venue, Date, Time etc. for training in Reverse Auction shall be advised

at the appropriate time.

b. The Bank shall endeavor to fix such Date/Time at mutual convenience to

the SI/s, service provider and the Bank.

c. No request for postponement/fixing of Training Date/Time shall be

entertained which in the sole view and discretion of the Bank might result

in any avoidable delay to either the Reverse Auction or the whole process of

selection of SI.

Date/Time of Reverse Auction:

a. The Date and Time of commencement of Reverse Auction as also Duration

of ‘Reverse Auction Time’ shall be communicated at least 7 working Days

prior to such auction Date.

b. Any force majeure or other condition leading to postponement of auction

shall entitle the Bank to postponement of auction even after

communication, but, the Bank shall be obliged to communicate to all

participating SI(s) the ‘Postponement’ prior to commencement of such

‘Reverse Auction’.

Conduct of Reverse Auction:

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a. The Reverse Auction shall be conducted on a specific web portal meant for

this purpose.

b. The Reverse Auction may be conducted by the Bank itself or through a

service provider specifically identified/appointed/empanelled by the Bank.

Service Provider’s Role & Responsibilities:

a. In all Reverse Auctions conducted by the Bank through a Service Provider,

the Bank shall enter into a separate agreement clearly detailing the role

and responsibilities of the service provider hosting the web portal for the

Reverse Auction.

b. For creating necessary obligations and rights, the service provider will also

enter into an agreement with each SI as per a format designed by him for

this purpose. The Bank shall resolve any points/issues concerning such

agreement of SI and service provider.

c. While a Service Level Agreement (SLA) by the Bank with the service

provider is an arrangement for smooth and fair conduct of the Reverse

Auction, the Bank shall be directly responsible to SI(s) for fair and

transparent conduct of Reverse Auction.

d. The service provider at the end of each Reverse Auction shall provide the

Bank with all details of the bids and reports of reverse auction.

e. The service provider shall also archive the data pertaining to the Reverse

Auction for a minimum period of 3 years.

Training and Auction:

a. Service provider / auctioneer are responsible for conduct of adequate

training to all technically qualified bidders representing the reverse auction

and bidding process.

b. Each SI / bidder shall participate in the training at his / their own cost.

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c. Wherever it is considered necessary and asked by the bidders or as decided

by the auctioneer or by Bank a mock auction may also be conducted for the

benefit of all concerned.

d. Authorized representatives of the bidders named in the authorization letter

given by the SI (Exhibit-B) shall be given unique user name, password by the

service provider / auctioneer.

e. Each bidder shall change the password and edit the information in the

registration page after receipt of initial password.

f. All the bids made from the login ID given to bidder shall ipso-facto be

considered bid made by the SI / bidder, whom login ID and password were

assigned by the service provider / auctioneer.

g. Any bid once made through registered login ID / password by the SI / bidder

cannot be cancelled. The bidder, in other words, is bound to sell the

“Offering” as per the RFP at the bid price of TCO.

h. Every successive bid by the bidder / SI being decremented bidding shall

replace the earlier bid automatically and the final bid as per the time and

log-in ID shall prevail over the earlier bids.

i. The Bank shall conduct the reverse auction as per the Standard English

reverse auction, that is, no two bids can have identical price from two

different SI(s). In other words, there shall never be a “Tie” in bids.

Proxy Bid:

a. A proxy bid is one where SI can submit the lowest bid amount by him in

strict confidence to the system directly. This obviates the need for him

participating in the bidding process until other bidders decrementally reach

the proxy bid amount.

b. When proxy bid amount is reached, the SI has an option to revise the proxy

bid amount or he can prefer to start participating in bidding process.

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c. Since it is an English auction with no ties, two SI(s) submitting identical

proxy bid amount and succeeding in auction simultaneously does not arise.

d. During training, the issue of proxy bidding will be clarified in detail by the

service provider.

Transparency in Bids:

a. All bidders will be able to view during the auction time the current lowest

price in portal. Bidder shall be able to view not only the lowest bid but

also the last bid made by him at any point of time during the auction time.

Masking of Names:

a. Names of bidders/ SI(s) shall be anonymously masked in the Reverse Auction

process and SI(s) will be given suitable dummy names.

b. After completion of Reverse Auction, the service provider / auctioneer shall

submit a report to the Bank with all details of bid and the original names of

the bidders as also the L1 bidder with his / their original names.

Start Price:

a. Bank shall determine the start price either on its own or through asking for

information of price band on TCO from each SI at appropriate time during or

at the conclusion of technical evaluation. Based on the price band so

informed by SI(s), Bank would determine the start price for reverse auction.

Decremented Bid Value:

a. The SI(s) shall be able to bid only at a specified decrement value and not

at any other fractions. The Bid decrement value shall be Rs 7500/- or 0.25%

of the Start price of the Reverse Auction, whichever is higher.

b. The bid decrement value shall be rounded off to the nearest thousands of

rupees.

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c. For the sake of convenience of SI(s), the web portal shall display the next

possible decremental value of bid. It is not, however, obligatory on the

part of SI(s) to bid at the next immediate lower level only. (That is, bids

can be even at 2 or 3 lower levels than the immediate lower level.)

Copy of Business Rules:

a. The Bank shall supply copy of the Business rules to any SI(s) / bidders,

wishing to participate in the reverse auction. An authorized representative

of the SI shall make such request in writing to the Bank.

d. The Bank shall also handover a copy of the Business Rules with a covering

letter duly signed by an authorized signatory of the Bank.

e. For any dispute concerning the Business Rules, the hard copy of Business

Rules supplied by the Bank for the reference of reverse auction process will

alone be considered final and binding.

Splitting of Orders:

a. If any RFP specifically authorizes splitting of orders for the sake of reducing

dependency on single source of supply or provision of service, Bank is

entitled to split the order in the order and as provided in RFP.

b. While splitting the order, Bank shall specify the maximum quantum for L1,

L2 etc. in RFP.

c. In case L2 SI is not willing to supply at L1 price, Bank shall call L3, L4 etc. in

order to arrive at the split quantum to be awarded.

d. The Bank shall also be entitled to award the contract to L2, L3 or L4 etc.

bidders in the event of L1 bidder backing out to honour the commitment, or

for that matter not in a position to supply the offering as per RFP.

Reverse Auction Process:

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a. In order to reduce the time involved in the procurement process, Bank shall

be entitled to complete the entire procurement process through a single

Reverse Auction. For this purpose, Bank shall do all it can to award the

contract to L1 bidder or in the circumstances where awarding of contract

may have to be done to the L2, L3 bidder as provided for in the RFP.

b. The Bank shall however, be entitled to cancel the procurement of Reverse

Auction process, if in its view procurement or reverse auction process

cannot be conducted in a fair manner and / or in the interest of the Bank.

c. The successful SI shall be obliged to provide a Bill of Material at the last bid

price at the close of auction.

Expenditure on Reverse Auction:

a. All expenses of reverse auction shall be borne by the Bank.

b. SI(s), however, shall attend the training or mock auction at their own cost.

Changes in Business Rules:

a. Any change in Business Rules as may become emergent and based on the

experience gained shall be made only by a Committee of Senior / Top

executives of the Bank.

b. Any / all changes made in Business Rules shall be uploaded in the Website

immediately.

c. If any reverse auction process has commenced and a change is made in

Business Rules, it shall be informed immediately to each SI/ bidder and his

concurrence to / acceptance of the change shall be obtained in writing by

the Bank.

Don’ts Applicable to the Bidder/SI:

a. No SI shall involve himself / itself or any of his / its representatives in any

price manipulation directly or indirectly with other bidders. If any such

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practice comes to the notice, Bank shall disqualify the SI / bidders

concerned from the reverse auction process.

b. Bidder shall not disclose details of his bids or any other details concerning

Reverse Auction process of the Bank to any other third party without

specific permission in writing from the Bank.

c. Neither Bank nor service provider / auctioneer can be held responsible for

consequential damages such as no power supply, system problem, inability

to use the system, loss of electronic information, power interruptions, UPS

failure, etc. (Bank shall, however, entertain any such issues of

interruptions, problems with open mind and fair degree of transparency in

the process before deciding to stop or extend the auction.)

Grievances Redressal:

a. Any aggrieved SI / bidder through Reverse Auction process can make

complaint in writing within 48 hours of the Reverse Auction to the Chief

Compliance Officer of the Bank.

b. The Chief Compliance Officer along with the Chief Law Officer of the Bank

and Chief of Audit Dept. shall give personal hearing to the aggrieved bidder

/ SI and decide upon the complaint / grievance.

c. Decision of the Grievance Redressal Committee shall be binding on the Bank

as well as on all SI(s) participating in the Reverse Auction.

Errors and Omissions:

a. On any issue or area of material concern respecting Reverse Auction not

specifically dealt with in these Business Rules, the decision of the Bank shall

be final and binding on all concerned.

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28.1. Exhibit A – Compliance Statement

(To be submitted by all the SI(s) participating in Reverse Auction)

Union Bank of India





Mumbai – 400 072

DECLARATION

We ______________________ (name of the company) hereby confirm having

submitted our bid for participating in Bank’s RFP dated _________ for providing

services of ____________.

We also confirm having read the terms of RFP as well as the Business Rules relating

to the Reverse Auction for this RFP process.

We hereby undertake and agree to abide by all the terms and conditions stipulated

by Union Bank of India in the RFP document including all Annexure and the

Business Rules for Reverse Auction.

We shall participate in the on-line auction conducted by _______________ Ltd.

(auction Company) and submit our commercial bid. We shall also abide by the

procedures prescribed for online auction by the auction company.

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We, hereby confirm that we will honour the Bids placed by us during the auction

process, failing which we shall forfeit the EMD. We also understand that the Bank

may debar us from participating in future tenders.

We confirm having nominated Mr. ________________, designated as

______________ of our company to participate in the Reverse Auction on behalf of

the company. We undertake that the company shall be bound by the bids made by

him in Reverse Auction.

We undertake to submit the confirmation of last bid price by us to the auction

company/Bank within 48 working hours of the completion of event. We also

undertake to submit the Bill of Materials for the TCO (Total Cost of Ownership) in

terms of RFP.

Signature with company seal

Company/ Organisation

Designation within Company / Organisation

Address of Company / Organisation

Date:

Name of Authorized Representative: _______________________

Signature of Authorized Representative: ____________________

Verified above signature

Signature of Competent Authority: ______________

Date: _________________

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28.2. Exhibit B – Letter of Authority for Participation in Reverse Auction

To,

Union Bank of India





Mumbai – 400 072

We ______________________ (name of the company) have submitted our bid for

participating in Bank’s RFP dated _________ for providing services of

____________.

We also confirm having read and understood the terms of RFP as well as the

Business Rules relating to the Reverse Auction for this RFP process.

As per the terms of RFP and Business rules, we nominate Mr. ______________,

designated as ______________ of our company to participate in the Reverse

Auction.

We accordingly authorize Bank and / or the Auction Company to issue user ID and

password to the above named official of the company.

Both Bank and the auction company shall contact the above named official for any

and all matters relating to the Reverse Auction.

We, hereby confirm that we will honor the Bids placed by Mr. __________ on

behalf of the company in the auction process, failing which Bank will forfeit the

EMD. We agree and understand that the Bank may debar us from participating in

future tenders for any such failure on our part.

Signature with company seal

Name –

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Company/Organization–

Designation within Company / Organization –

Address of Company / Organization –

Date:

Name of Authorized Representative: _______________________

Designation of Authorized Representative: ___________________

Signature of Authorized Representative: ____________________

Verified by: __________________________________

Signature of Verifying Authority: __________________________

Date: ____________

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29 Annexure Q – PSP Partnership Details Please provide an OEM Authorization form for each OEM Partnership formed in

case the OEM is not a part of the consortium.

Name of Partner

Product Name

Type of Partnership

No. of years of partnership with the PSP in India

No. of projects in the space in India, where the product has been implemented by the Lead Bidder

EDW 1. 2. 3. 4. Operational CRM

1.

2. 3. 4. Analytical CRM

1.

2. Data Quality 1. 2. Data Mining 1. 2.

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30 Annexure R – Documents for Evaluation Criteria

• If the SI/Consortium Member is submitting a case study as documentary evidence, only published and named case studies will be accepted which clearly state the scope of the project, name of the tool(s) used, name of the customer and role of the SI/Consortium Member.

• The documentary proof submitted as reference by the SI/Consortium Member should clearly state the scope of the project, name of the tool(s) used, name of the customer and role of the SI/Consortium Member.

• None of the references provided should be of a project where the project was outsourced to the SI/Consortium Member by a 3rd party SI.

• None of the references provided should be of a project where the SI/Consortium Member has only provided Resource Augmentation.

• All the documents submitted as documentary evidence for the Evaluation Criteria should be in English. Documents which are not in English should be duly translated and authenticated by an authorized entity and submitted.

• The SI/Consortium Member should provide a list of at least two Reference Sites. At least two of these reference sites should be in India. UBI reserves the right to choose any one reference site from the list provided by the SI/Consortium Member.

• Documents submitted as documentary evidence for the Evaluation Criteria shouldn’t contradict the findings of the Technical Evaluation or Reference Site visit.

• During the technical evaluation, if any claims made by the SI/Consortium Member are found to be false which in turn effects the eligibility of the proposal, the Bank has the right to re-visit the eligibility criteria and reject the proposal on that basis. The SI/Consortium Member will not be given a chance to submit any alternate documentation or reference site visit at that time.

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• Please provide the matrix provided in Section 9.25 and clearly state the name of the reference to be considered for the particular clause.

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Enterprise Data Warehouse Solution Sr. No.

Documents Requested


Remarks Supporting Document Provided by SI /Consortium Member / PSP

1 Technical and Functional Requirements

1.1 Technical Requirements - The marks will be based on the proposed solution for EDW / ETL / BI/ Data Quality and Data Mining meeting the technical requirements as specified in Annexure K – Solution Details/Technical Specifications for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K. The final marks will be allotted only based on the Bank’s reference visit and demonstration of the product during the Technical Presentation. The SI must qualify this criterion, by scoring a minimum score of 75%.

Annexure K – Solution Details/Technical Specifications

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Sr. No.

Documents Requested



1.3 Functional Requirements - The marks will be based on the solution meeting the functional requirements of the Bank defined in meeting the functional requirements as specified in Appendix 2 -Functional Requirements for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K. The final marks will be allotted only based on the Bank’s reference visit and demonstration of the product during the Technical Presentation. The SI must qualify this criterion, by scoring a minimum score of 70%.

2 Implementation Experience – SI 2.1 Number of consecutive years the

Lead Bidder has provided Enterprise Data Warehouse solution services

Declaration on company’s letterhead with seal.

Self Signed Affidavit

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Sr. No.

Documents Requested







2.2 References where Lead Bidder has implemented the proposed Enterprise Data warehouse and ETL solution.


Brief Scope





2.3 References where Lead Bidder has implemented an Enterprise Data Warehouse solution with raw Data volumes > 5 TB. The references must be for in production data only.


Brief Scope

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Sr. No.

Documents Requested







2.4 References where Lead Bidder has implemented the proposed BI solution


Brief Scope





2.5 References where Lead Bidder has implemented the proposed Data Mining solution


Brief Scope

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Documents Requested



2.6 Number of customers under Consortium Member where post implementation support has been provided for Data Quality for the last 2 years



2.7 Number of customers under Lead Bidder where post implementation support for EDW and Data Mining for the last 2 years has been provided



2.8 References where Lead Bidder has implemented and integrated the proposed EDW solution with a Core Banking Solution

Letter awarding contract/ memo/ copies



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Sr. No.

Documents Requested





of invoice to prove the experience

Brief Scope





Brief Scope

2.9 References where Lead Bidder has implemented the proposed Logical Data Model in the BFSI sector. The model implemented must be for an Enterprise Data Warehouse solution only.




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Sr. No.

Documents Requested



Brief Scope

3 Implementation Experience – PSP 3.1 Number of EDW solution

installations provided by the PSP in the last three years







3.2 References where PSP’s EDW solution has been implemented


Brief Scope

3.3 References where the proposed Data Mining solution has been implemented.

Letter awarding contract/ memo/ copies of invoice to



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Sr. No.

Documents Requested






Brief Scope





3.4 References where proposed solution for Data Quality solution has been implemented.


Brief Scope

3.5 References where the proposed BI (including dashboards) solution has been implemented

Letter awarding contract/ memo/ copies



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Sr. No.

Documents Requested






Brief Scope





3.6 References where the proposed CDC solution has been implemented.


Brief Scope



3.7 References where the proposed ETL solution has been implemented




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Sr. No.

Documents Requested



Brief Scope

3.8 Audited or Published benchmarks for proposed solution on the proposed hardware configuration 10 TB and QpPH > 50000

Audited or Published Report.

4 SI Resources 4.1 Number of Implementation

experts & Consultants available in India with the SI having more than 2 years of on-site implementation experience in the proposed solution components. Please provide breakup across the different components.



5 Commercial Strength and Viability of the SI 5.1 Business Turnover of the SI for

the last three years (Number of years to calculate the average will be taken as per the actual

Certified/ Audited P & L and Balance Sheets for last

(Please attach P & L statements and Balance

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Sr. No.

Documents Requested



will be taken as per the actual number of years in business)

Sheets for last 3 years.

and Balance Sheets signed by the auditor for each year)

6 Reference Evaluation 7 Presentation and Evaluation by Internal Committee 8 Overall Technical Architecture and Integration across all solution components CRM Solution

Sr. No.

Evaluation Criteria Documents Requested


Remarks Supporting Document Provided by SI / PSP

1 Requirement - The marks will be based on the proposed solution for CRM including Operational and Analytical CRM solutions meeting the technical requirements as specified in Annexure K – Solution

Completed Annexure K – Solution Details/Technical Specifications

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Details/Technical Specifications for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K. The final marks will be allotted only based on the Bank’s reference visit and demonstration of the product during the Technical Presentation.

2 Implementation Experience – SI 2.1 Number of consecutive years the

Consortium Member has provided CRM implementation services







2.2 References where Consortium Member has implemented Operational CRM components.


Brief Scope

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2.3 References where SI has implemented an Operational CRM solution for a BFSI customer with number of users > 500. The references must be for in production sites only.


Brief Scope





2.4 References where SI has integrated the proposed Operational CRM solution with the proposed EDW solution


Brief Scope

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2.5 References where SI has implemented the proposed Analytical CRM solution


Brief Scope

2.6 Number of Customers under SI’s post implementation support for Operational CRM for the last 2 years



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2.6 Number of Customers under SI’s post implementation support for Analytical CRM for the last 2 years



3 Implementation Experience – PSP 3.1 Number of consecutive years the

PSP has provided Operational CRM Solutions





3.2 References where PSP’s Operational solution has been implemented in a BFSI customer.




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Brief Scope





3.3 References where the proposed Analytical CRM solution has been implemented in a BFSI customer.


Brief Scope

4 SI Resources 4.1 Number of Implementation

experts & Consultants available in India with the SI having more than 2 years of experience in the proposed solution components. Please provide breakup across the different components.



5 Commercial Strength & viability of the consortium Member implementing CRM

P&L and Balance Sheet for the last 3 years

6 Reference Evaluation

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7 Presentation and Evaluation by Internal Committee

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31 Annexure S - Product Licensing

Please provide the comprehensive list of software components / modules which

will be a part of the overall solution stack along with their functionality and

license type in the table provided below.

Software Component / Module

Functionality License Type

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32 Annexure T - Undertaking

Undertaking

We have sized the proposed Hardware, Database and Application licenses based on

the terms defined in the RFP. However, if the same fails to achieve the required

performance as defined, we agree to supply additional hardware, database

licences, software licences and support to meet the performance requirements as

defined in the RFP at no incremental cost to the Bank.

Yours faithfully,

(Authorized signatory)