idbi bank ltd rfp for os vendor · 2019-12-16 · wtc complex, cuffe parade, colaba, mumbai-400 005...

IDBI BANK LTD RFP For OS Vendor

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IDBI BANK LIMITED

Website: www.idbibank.in

CIN No: L65190MH2004GOI148838

PRE-QUALIFICATION OF AGENCIES FOR SELECTION OF OUTSOURCING VENDOR TO PROVIDE COLLECTION

(PICK-UP) & SUBMISSION (DROP) SERVICES FOR RE-CREATION OF DOCUMENTS

Applications are invited for Pre-qualification of Agencies to provide collection (pick-up) & submission (drop)

services for re-creation of documents of branches in the state of Delhi, NCR (covering districts of Ghaziabad, Noida

& Gautam Buddha Nagar in Uttar Pradesh; districts of Gurgaon, Faridabad, Palwal & Mewat in Haryana) and

Rajasthan. Interested agencies having expertise/significant experience in the above field & having all the required licenses may apply with supporting documents. The last date for receipt of applications shall be 31.12.2019

upto 3:00 PM. Performa and other details can be downloaded from Bank’s website at www.idbibank.in under

Notices & Tenders. Any further Addenda/ Corrigenda/ Extension of Dates/ Clarification/ Responses to applicants

queries shall only be posted at Bank’s website www.idbibank.in and no separate notification shall be issued in

newspaper.

New Delhi Sd/- December 17, 2019 FCGM, Delhi Zone

आईडीबीआई ब�क �ल�मटेड Website: www.idbibank.in

CIN No: L65190MH2004GOI148838

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व,डर के चयन के �लए एजेि1सय� क! पवू3 यो4यता 5नधा3रण

आईडीबीआई ब9क क! :द;ल


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Bid to be submitted (dropped) personally by authorized representative of the respective Bidder.

REQUEST FOR PROPOSAL (RFP) DOCUMENT

REQUEST FOR SELECTION OF OUTSOURCING VENDOR TO PROVIDE COLLECTION (PICK-UP) & SUBMISSION(DROP) SERVICES FOR RE-CREATION OF DOCUMENTS Bid document may be downloaded from Bank’s Website www.idbibank.in

Date of commencement of issue of bidding documents - To be uploaded on www.idbibank.in

17.12.2019

Cost of Physical copy of bidding document (Non-Refundable)

Rs. 1000/- (Rupees One Thousand Only) in the form of demand draft/ pay order (Non refundable) from an Indian scheduled bank in favor of ‘IDBI Bank Limited’, payable at Par.

Earnest Money Deposit (EMD) Rs.1,00,000/- (Rs. One Lakh Only)

Last date for submission of pre-bid queries (only through e-mails)

23.12.2019

E-mail address: [email protected]

[email protected]

[email protected]

[email protected]

Date and place of Pre bid meeting 24.12.2019 at 15.00 hrs

IDBI Bank Ltd. Zonal Office, Second Floor, 51/3, Desh Bandhu Gupta Road, Opposite Khalsa College, Karol Bagh, Delhi - 110005

Last date of the submission of Bid 31.12.2019 at 15.00 hrs


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Place of submission of bid envelop Bids in sealed envelope to be dropped into tender box kept at IDBI Bank Ltd. Zonal Office, Second Floor, 51/3, Desh Bandhu Gupta Road, Opposite Khalsa College, Karol Bagh, Delhi - 110005

Date & Time of opening of Technical bids 31.12.2019 at 15.30 hrs

Date & Time of opening of Financial bids Will be commuinicated to technically qualified vendors later.

Note: 1) This Document is not transfereable;

2) If a holiday is declared on the dates mentioned above, the bids shall be received

/opened on the next working day at the same time specified above.

3) No queries will be entertained after the date & time mentioned in this schedule.

4) This bid document has 114 pages.

5) If any bidder qualifies under MSME category – NSIC and Udyog Aadhar Memorandum, RFP document shall be given free of cost as well as exempted from payment of EMD, on submission of requisite supporting certificates.


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DISCLAIMER

The sole purpose of this Request for Proposal (RFP) is to assist IDBI Bank Ltd. (IDBI Bank) for selection of Outsourcing Vendor (“OS Vendor”) to carry out re-creation of Account Opening Form (“AOF”) , Know Your Customer (“KYC”) related documents collection (pick-up) and submission(Drop) services between IDBI Bank Customer and respective branches of IDBI Bank. The information contained in this RFP document or information provided subsequently to the bidder (s) or applicant whether verbally or in documentary form, by or on behalf of IDBI Bank is provided to the bidder(s) on the terms and conditions set out in this RFP document and all other terms and conditions, subject to which such information is provided. The RFP is not an agreement and is not an offer or invitation to offer by IDBI Bank to any parties, other than the applicants who are qualified to submit the bids (“Bidders” or “OS Vendor”). The purpose of this RFP is to provide the Bidder (s) with information to assist the formulation of their proposal. This RFP does not claim to contain all the information, which each Bidder may require. Each Bidder should conduct its own investigation and analysis and should check the accuracy, reliability and completeness of the information in this RFP and wherever necessary obtain independent advice. IDBI Bank makes no representation or warranty and shall incur no liability under any law, statute, rules or regulations as to the accuracy, reliability or completeness of this RFP. The information contained in the RFP document is selective and is subject to updating, expansion, revision and amendment. It does not, and does not purport to contain all the information that a Bidder may require. IDBI Bank does not undertake to provide any Bidder with access to any additional information or to update the information in the RFP document or to correct any inaccuracies therein, which may become apparent. IDBI Bank reserves the right of discretion to change, modify, add to or alter any or all of the provisions of this RFP and/or the bidding process at any time, without assigning any reasons whatsoever. Such change will be intimated to all Bidders. Any information contained in this document will be superseded by any later written information on the same subject made available to all recipients by IDBI Bank. IDBI Bank may in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP. It may be noted that notice regarding corrigenda, addendums, amendments, time-extensions, clarifications, response to Bidders’ queries etc., if any to RFP, will not be published through any advertisement in newspapers or any other media. Prospective Bidders shall regularly visit Bank’s website, www.idbibank.in for any changes / development in relation to this RFP. Bids not satisfying


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the procedure prescribed in the tender document will be treated as invalid and rejected summarily. IDBI Bank reserves the right to reject any or all the bids /proposals received in response to this RFP at any stage without assigning any reason whatsoever. The decision of IDBI Bank shall be final, conclusive and binding on all the parties.


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SECTION I INVITATION FOR BID

Table of Contents

1 Background………………………………………………………………………7 2 Guidelines for submitting bids ………………………………………………. 7 3. Bid Security Value /Earnest Money deposit……………………...………….8 4 Pre-Qualification for OS vendors……….……………………………………...9 5. Eligibility Criteria……………………………………………………………..... 10 6. Brief Scope of Work……………………………………… ………..…………...14 7. General Instructions………………………………………………………….....14


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1. Background

1.1. IDBI Bank Limited , a company registered under the Companies Act, 1956 (1 of 1956) and a company within the meaning of Section 2(20) of the Companies Act, 2013(18 of 2013) and a Banking company within the meaning of Section 5 (c) of the Banking Regulation Act, 1949 (10 of 1949) and having its registered office at IDBI Tower, WTC Complex, Cuffe Parade, Colaba, Mumbai-400 005 in the State of Maharashtra (hereinafter referred to as IDBI Bank or the Bank).

1.2 IDBI Bank is notified as a scheduled bank by the Reserve Bank of India (RBI) under the

Reserve Bank of India Act, 1934. RBI has categorized IDBI Bank under a private sector bank. IDBI Bank is engaged in banking business.

2. Guidelines for submitting bids 2.1 Purpose

IDBI Bank Ltd. Zonal Office, Second Floor, 51/3, Desh Bandhu Gupta Road, Opposite Khalsa College, Karol Bagh, Delhi – 110005 requires re-creation of AOF and supporting KYC documents collection (pick-up) and submission (drop) services between IDBI Bank customers and respective IDBI Bank branches in the States of Delhi, NCR (covering districts of Ghaziabad, Noida & Gautam Buddha Nagar in Uttar Pradesh; districts of Gurgaon, Faridabad, Palwal & Mewat in Haryana) and Rajasthan, as per Section IV of Bid document. (hereinafter referred to as “Services” or “OS Services”)

The Services are required at locations (as per requirement) across the IDBI Delhi Zone, where IDBI Bank’s Branches/offices/establishments are presently located (as described in Para 5 of Section V of the Bid document). At present, no OS Vendors have been deployed in IDBI Bank. As on the date of this RFP, IDBI Bank has initiated the current tender process with a view to select a fresh set of OS Vendors for the IDBI branches/units located in Delhi Zone in accordance with the provision laid down in this RFP.

2.2 Instructions to OS Vendors

Interested OS Vendors/Bidders are advised to study the Bid Document carefully. Submission of Bid shall be deemed to have been done after careful study and examination of the Bid Document with full understanding of its implications. Sealed offers prepared in accordance with the procedures enumerated in Section II of the Bid


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Document should be submitted to IDBI Bank not later than the date and time laid down, at the address mentioned in table given above at page no.1 as a Place of submission.

2.3 Amendment of RFP

IDBI Bank reserves the sole right for including any addendum or issuing any corrigendum to this RFP or Bid process at any stage of the RFP. The Bidders shall not claim as a right for requiring IDBI Bank to do the aforesaid. At any time, IDBI Bank Delhi Zonal Office may, for any reason whatsoever, whether at its own initiative or in response to a clarification requested by prospective Bidders, modify this RFP. All prospective Bidders who have received this RFP, shall be notified of the amendment on the IDBI Bank official website, and all such amendments are binding on them. If required, in order to allow prospective Bidders reasonable time in which to take the amendment into account in preparing their Bids, IDBI Bank Delhi Zonal Office reserves the rights to extend the deadline for the submission of Bids. However no request from the Bidder, shall be binding on IDBI Bank. IDBI Bank’s Delhi Zonal Office decision shall be final, conclusive and binding on all the Bidders.

2.4 Expected time for starting the Service(s)

The OS Vendors are expected to provide the requisite Service(s) within a period of seven days of written intimation from IDBI Bank Delhi Zonal Office or such time as may be permitted by IDBI Bank. The OS Vendors should be ready with its persons, supervisory and other supporting staff within this period so that there will not be any disruption in the services and the Bank’s business continuity is ensured. In case the OS Vendor is not been able to takeover all required services at all required locations in this time period or extension if any, granted at the discretion of IDBI Bank, shall be entitled to terminate the agreement and shall not be bound to take any Services from that OS Vendor concerned and /or reallocate the Services.

3. Bid Security Value/ Earnest Money Deposit(EMD) 3.1 A Bid Security of amount Rs. 1,00,000/- (Rupees One Lakh only) per bidder by way of

Demand Draft or Pay Order in favour of IDBI Bank Limited payable at Par, must


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accompany and be attached outside the sealed envelope of the Technical bid. Any technical bid not accompanied by EMD as mentioned above, shall be summarily rejected by IDBI Bank, without any further correspondence.

3.2 The Bid Security shall not bear any interest and the same will be refunded to the successful OS Vendor(s) on completion of all legal documents including the submission of the Performance Bank Guarantee In case of unsuccessful bidder(s), the bid security amount will be refunded within 90 (Ninety) days from the last date of completion of the entire RFP/Bid process.

It is clarified that the Bid Security will not bear any interest whatsoever and this Bid security amount shall be forfeited if :

(3.2.1) Bidder withdraws his bid during the bid validity period; or

(3.2.2) Bidder makes any statement or encloses any form which turns out to be false, incorrect

and/or misleading at any time prior to signing of contract and/or conceals or

suppresses material information; or

(3.2.3) Successful Bidder fails to sign the contract or furnish performance security and other

guarantee(s)/security in the form and manner to the satisfaction of IDBI Bank, as

mentioned in the Bid Documents; or

(3.2.4) Any evasion, avoidance, refusal or delay on the part of the Successful Bidder to sign

and execute the order/ purchase order/ service order or any document, as may be

required by IDBI Bank in case the Bid is accepted.

4. Pre-Qualification for OS Vendors 4.1 The prospective OS Vendors should fulfill the respective pre-qualifications (Eligibility

Criteria) mentioned below; otherwise their bids will not be considered valid for the bid evaluation process and will be forthwith rejected. The interested OS Vendor should submit all the supporting documents and in the absence thereof the bid is liable to be rejected.

4.2 Each Bidder should bid for providing all the Service(s) for each Category as defined in the scope of work, annexed with the Bid (Section IV) of Bid document.

4.3 Bids submitted in consortium will be rejected without assigning any reasons whatsoever.


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5. Eligibility Criteria

Sr. No.

Parameters Eligibility Criteria Documents Required

1. Existence

(A) The Bidder may be an individual/partnership firm/LLP/company or any other body corporate in the line of business for providing OS Services, in terms of para 2.1 above, for at least THREE year. (B) The bidder should have registered an annual billing / annual turnover of not less than Rs.5.0 Lac from the aforesaid services during each of the last three financial years ending FY 2018-19 (If audited financials for FY 2017-18 are not available at the time of bidding, participants may provide provisional financial duly certified by auditors.)

(A) Constitutional Documents; (B) Certificate of commencement of business / incorporation/ other eligible entities applicable documents. (C) Audited Balance Sheet of the last three financial years and Unaudited Financial Statement for the year 2019-20 duly certified by Chartered Accountant incase audited for 2019-20- is not available. (D) Certified copy of latest Memorandum of Association and Articles of Association, in case of bidder is a company.

2 Strength The Bidder should have had minimum 100 employees on its rolls as on March 31, 2019

Self-declaration /Certificate from the head of Bidder’s organization.

3 Presence The company should have a presence in at least 10 locations across the IDBI Delhi Zone i.e., the States of Delhi, NCR (covering districts of Ghaziabad, Noida & Gautam Buddha Nagar in Uttar Pradesh; districts of Gurgaon, Faridabad, Palwal & Mewat in Haryana) and Rajasthan.

Certificate from the head of the Bidder’s organization attesting the list of branches.

4 Clientele The Bidder should be providing similar services specified in para 2.1 ibid to at least one bank/subsidiary of a Bank/ insurance company during the last two financial years.

Copy of letter of engagement for services from Bank / Insurance company.


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5 Infrastructure The Bidder should possess the execution capabilities to address documents collections(pick-up) , deleivery(drop) and submission(deposit) at all the locations detailed in Section IV of the bid document. The bidder should have the capability and infrastructure to make resources available at a stated location within a maximum period of SEVEN DAYS from the date of receiving intimation from the Bank.

A Declaration from Bidder certifiying that OS vendor shall provide all infrastructure facilities, within stipulated time at all location as required by the Bank.

6 IT platform The Company should possess facility for online attendance posting / central salary processing facility.

Self-declaration / Certificate by Bidder that it is having website and application for online attendance can be operated.

7 Negative List The Bidder should not have been put in negative list by IBA/any public sector bank/ Government organization/ regulatory/statutory body or any of its clients for breach of applicable laws /violation of regulatory prescriptions or breach /deficiency of services.

Self-declaration / Certificate from Bidder.

8 Litigation Certification on litigations against the service provider.

Certificate from Bidder in line with format given in Section V.

9 Integrity Pact The Bidder should submit pre-contract Intergrity Pact.

The Bidder is required to submit duly executed pre-contract Intergrity pact in line with format given in Section V.

10 Solvency Certificate

Certificate of Financial Soundness from Bankers

The Certificate of Financial Soundness from Bankers should be in the form of “Solvency Certificate” from the Bank for an amount of


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Rs.100 lakhs.

11 Profit and Turnover

The Bidder should have earned Net profit and Turnover which should have been generally in the increasing trends in last three Financial years

Copies of Audited Annual Report alongwith Directors’s report and Auditors report for the last three financial years.

12 MSME If any bidder qualifies under MSME category – NSIC and Udyog Aadhar Memorandum, RFP document is given free of cost and is exempted from payment of EMD, on submission of requisite certificates.

Relevant certificate issued by competent authority has to be submitted.

5.1 In addition to above-mentioned requirements, the OS Vendor should also possess the following:

5.1.1 The OS Vendor’s organization should be manned by professionals adequately trained and the organization structure should comprise of a centralized help desk, taxation and labour law consultants, account managers, recruiters and other support staff to enable the OS Vendor to execute and perform the job and work assignment of such nature and magnitude. The manpower being deployed for this project should have necessary experience, expertise & relevant knowledge about all the aspects of document handling, delivery(drop), collection(pick-up) and submission and should be registered as a staff/employee of OS Vendor. In case back office support is required to be given at offsite location (other than Bank's premises), OS Vendor should be ready to provide these services at its own / third party location.

OS Vendor must have registration/s / licenses as per legal / regulatory requirements applicable in various States.

5.1.2 The OS Vendor shall have good name, standing and professional reputation for, performing similar job/ assignment and should not be on the defaulter’s list of RBI / other regulator/Indian Banks Association/other statutory/regulatory body/ authority. In addition, they should not have defaulted in providing similar services with IDBI Bank or any other bank. Satisfactory service certificates should be produced from two of their existing major clients, which should be current in nature.

5.1.3 The OS Vendor should have proper presence for providing OS Services in locations covering all of the branches of IDBI Bank as listed in Para 5 of Section V and should be


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able to undertake the services for all existing and new locations (as per future requirement) of the Bank for which the Bid is submitted. OS Vendor shall have a representative/ supervisor available in majority of the locations where the Bank is having its Regional Offices.

5.1.4 Service (s)

The OS Vendor should have adequate staff to provide uninterrupted and continued service during the period of Contract. The OS Vendor should have supervisory staff to review performance of persons deployed at IDBI Bank and take remedial action for not meeting performance criteria. If the person deployed to provide these services remains absent, a suitable replacement should be provided to ensure continuity of the services. The associates and other staff should be given/wear tamper proof photo identity cards issued by the OS Vendor and wear prescribed uniforms, if any.

The OS Vendor should be aware of the sensitivity and confidentiality of the documents handled by them while providing Services and ensure to have made similar back to back confidentiality arrangements with its staff / personnel engaged by them to provide Services to the Bank.

5.1.5 Relevant documentary evidence(s), satisfactory certificates, licenses/ authorization under applicable law including but not limited to certificates from the auditors / statutory auditors, income-tax, sales tax and Goods and Service Tax (GST) returns for the above should be produced along with the Bid. IDBI Bank’s Officials will inspect the existing offices and infrastructure facilities of the Bidders, who are prima facie found to be technically qualified based on the documents submitted along with the Technical bid, to assess the capability of the vendor for rendering the Service(s). The inspection will be carried out by at least two representatives of IDBI Bank’s ZonalOffice at locations as may be decided by IDBI Bank at its sole discretion. IDBI Bank Zonal Office shall intimate the Bidder the program for inspection, before the commencement of such inspection, and the Bidder shall provide all assistance that may be required for carrying out the inspection. In case the facilities are not found to be adequate as per submissions in the bid or if the Bidder fails to provide the assistance sought for carrying out the inspection, IDBI Bank Zonal Office reserves the right to disqualify the OS Vendor from further participation in the bidding process and this would result in the forfeiture of the Security Deposit. Technical qualification would be subject to satisfactory inspection as given above.

5.1.6 The OS Vendor should complete the “Organization Profile” format in Section V of the Bid document and submit the relevant document(s) along with the Bid documents.

5.1.7 The OS Vendor should not be owned or controlled by any Director or officer / employee of the Bank or their relatives having the same meaning as assigned under


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the Companies Act, 2013. A declaration to this effect should be submitted along with the bid.

5.1.8 Since the Bank would have to serve notice period (in a phased manner) to the existing OS Vendor(s) before terminating the extant Agreement with them, the OS Vendor selected through this RFP will be given the resource requirements after completion of the notice period given to existing OS Vendor and Bank's decision in this regard will be final, conclusive and binding on the selected OS Vendor.

6. Brief Scope of Work 6.1 OS Vendor is required to collect the prefilled /blank account opening forms from

branches and visit the customer to complete the AOF with collection of KYC and supporting documents. After collection of AOF and other required documents , the OS Vendor shall submit the same to concerned branch, as per the specifications and timelines given by the branches. OS Vendor should render said support services by way of placing their staff at the facilities/locations of the Bank, with an assurance of efficient, prompt and safe Service/s with utmost honesty, integrity, security, accuracy, efficiency and secrecy.

6.2 The selected OS Vendor/s should allocate dedicated Relationship Managers for the Zone consisting States of Delhi, NCR (covering districts of Ghaziabad, Noida & Gautam Buddha Nagar in Uttar Pradesh; districts of Gurgaon, Faridabad, Palwal & Mewat in Haryana) for IDBI Bank within 15 days of the award of the Contract who would be the Specific Point Contact (SPC) for the Bank regarding OS Services from the selected vendor.

6.3 OS Vendors have to ensure that the verification of the antecedents of the persons/staff deployed by them from their ex-employer, local police authority, and also carry out KYC related to identity and address of such persons/staff. OS Vendors have to also ensure that they possess the requisite technical/educational qualifications and experience for rendering the requisite services to IDBI Bank to the satisfaction of IDBI Bank. IDBI Bank will not reimburse any separate recruitment charges or verification charges of any nature.

6.4 The invoice/ bills raised and the details thereof for the Services rendered will be audited by third party (if necessary) to have error free payments.

6.5 The detailed scope of work is given in Section IV of the Bid Document.

7 General Instructions


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7.1 A “Two Bid” process will be followed. The Request for proposal by OS Vendor will

have to submit both Technical and Financial Bids in separate envelopes. The Technical Bid envelope may be super-scribed as "Providing Marketing and Back Office Support Services to IDBI Bank Ltd-TECHNICAL BID" with name & full address, contact numbers of the Service provider/ OS Vendor. Similarly on the envelope containing Financial Bid, it should be super-scribed "FINANCIAL BID"- “Do Not Open with Technical Bid” and should have Name and Full address, contact numbers of the Service provider/ OS Vendor. No indications pertaining to price or financial or commercial terms should be made on the envelopes. The Financial Bid will be opened only of, those OS Vendor(s) who are technically qualified. Both the envelopes are to be put in a master envelope super-scribed as “Request for Selection as OS Vendor for Providing Marketing and Back office Support Services to IDBI Bank Ltd". It should also have Name, Full Address, E-mail ID and contact no. of two dealing officials of the bidder specifically for this RFP.

7.2 At present, IDBI Bank has around 150 branches / offices / establishments spread across the Delhi Zone and approximately 27821 accounts to be recreated. Based on the above, selected OS Vendors will have to provide OS services by deploying approximately TEN persons per branch (for current FY 2019-20) to deliver the services satisfactorily. Bidding will be for the entire Delhi Zone of IDBI Bank as a whole at the locations as specified; however, the numbers will be split among the vendors who qualify through the bidding process and accept the counter offer at the rates accepted by L1 (lowest bidder) at a ratio of 40%, 30% and 30% of the total requirement. There will accordingly be a panel of 3 qualified vendors and the criteria/basis for empanelment will be their strength/ratings on the parameters as evaluated in the Technical Bids. However, in case only 2 vendors qualify and accept the counter offer the distribution of numbers will be 60% and 40%. In case of only 1 vendor, Bank will go for fresh RFP process to avoid reliance on only one vendor in line with Bank’s business continuity plan. IDBI Bank may, for administrative convenience, allocate an entire location/city/ region / State to an OS Vendor, without prejudicing the allocation numbers or category of locations, to the extent possible, in the larger interest of efficient services to IDBI Bank. The allocation of requirement/distribution of quantity among the selected OS Vendor (s) would be done as per the sub activity to be carried out and Bank's decision in this regard will be final, conclusive and binding on OS Vendor (s).

7.3 All the bids must be accompanied by a bid security /EMD as specified in the Bid documents and must be put in the drop box meant for the purpose only by a


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responsible and duly authorized person carrying photo identity of the OS Vendor , at the address mentioned in table given above at page no.1 as a Place of submission.

7.4 IDBI Bank reserves the right to accept or reject, in part or full, any or all the bids without assigning any reason whatsoever. IDBI Bank may decide not to avail services from any OS Vendor as a consequence of this RFP for providing OS Services and the Bank's decision in this regard will be final, conclusive and binding on OS Vendor (s).

7.5 Decision as to any arithmetical error manifest or otherwise in the bid documents shall be decided at the sole discretion of IDBI Bank and shall be binding on the OS Vendor.The Bidders must submit an Undertaking cum Affidavit duly signed by the authorized signatory that all the terms & conditions of this RFP are acceptable to them.

7.6 IDBI Bank reserves the right to re-issue /re-commence the entire bid process in case of any anomaly, irregularity or discrepancy in regard thereof. Any decision of IDBI Bank in this regard shall be final, conclusive and binding on the Bidder. Any attempt to visit or meet Top management officials of the Bank after issue of public notice and till finalization of the RFP, it shall be construed by the Bank as an unlawful attempt by the prospective bidder to IDBI Bank, to influence the RFP/ Bid process and may invite disqualification from bidding/ punitive action. Only one authorized representative of each bidder would be permitted to visit for submitting the RFP Document/ or when called by the Bank.

7.7 IDBI Bank reserves the sole right for including any addendum/ issuing corrigendum to this entire bid process. The Bidders shall not claim as a right for requiring IDBI Bank to do the aforesaid. At any time before the deadline for submission of bids / offers, IDBI Bank may, for any reason, whether at its own initiative or otherwise, modify this RFP / Bid Document. All prospective bidders who have received this RFP shall be notified of the amendment in writing by e-mail or fax or post, and modifications, if any, will be made available as addendum / corrigendum on the Internet and all such amendments shall be binding on all of them. If required, in order to allow prospective bidders reasonable time, in which to take the amendment into account, in preparing their bids, IDBI Bank reserves the right to extend the deadline for the submission of bids. However, no request from the bidder, shall be binding on IDBI Bank for the same.

7.8 Before bidding, the OS Vendors are requested to carefully examine the bidding documents and the terms and conditions of the contract, and if there appears to be any ambiguity and/or discrepancy between any of the bidding documents they should forthwith refer the matter to IDBI Bank for necessary clarification and in any case the Bank’s interpretation to any of the clause shall be final and conclusive.


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7.9 Interested OS Vendors may seek and obtain further information/clarification by sending email at [email protected]; [email protected]; [email protected] & [email protected] .

7.10 Bidding documents may be submitted as under:

7.10.1 Date of availability of bidding documents

Bid documents would be available for downloading from IDBI Bank’s website (i.e. www.idbibank.in) during the period between 17.12.2019 to 30.12.2019

7.10.2 Cost of Physical copy of bidding document (Non-Refundable)

Rs. 1000/- (Rupees One Thousand only) in the form of demand draft/ pay order (Non refundable) from an Indian scheduled bank in favor of ‘IDBI Bank Limited’, payable at Delhi.

7.10.3 Date of Pre bid meeting 24.12.2019 at 15.00 hrs

7.10.4 Last date of the submission of Bid 31.12.2019 by 15.00 hrs

7.10.5 Date & time of opening of Technical Bids

31.12.2019 at 15.30 hrs

7.10.6 Place of submission bid envelop IDBI Bank Limited, Second Floor, 51/3, Desh Bandhu Gupta Road, Opp Khalsa College, Karol Bagh, Delhi-110005

7.10.7 Inspection of Vendor sites by IDBI Bank officials as part of technical evaluation process will be done during this period.

01.01.2020 / 02.01.2020

7.10.8 Bidders found successful in technical bids will be suitably informed by

04.01.2020

7.10.9 Financial Bid Opening date Will be communicated to technically qualified vendors later

7.10.10 Earnest Money Deposit (EMD) Rs.100000/- (Rs. One Lakh Only)


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SECTION II

GENERAL INSTRUCTIONS TO THE OUTSOURCING VENDOR (OS Vendor)

Table of Contents

1 Procedure for submission of Bids .................................................................... 19 2 Clarification of Bid document .......................................................................... 21 3 Language of Bids ............................................................................................... 22 4 Documents comprising the Bids ...................................................................... 22 5 Bid prices: ........................................................................................................... 23 6 Firm prices ......................................................................................................... 23 7 Discount ............................................................................................................. 23 8 OS vendor qualification .................................................................................... 24 9 Bid validity period ............................................................................................ 24 10 Format and Signing of Bid ................................................................................ 25 11 Revelation of Prices ........................................................................................... 25 12 Local conditions................................................................................................. 26 13 Last date for receipt of Bids .............................................................................. 26 14 Late Bids ............................................................................................................. 26 15 Modification and Withdrawal of Bids ............................................................. 26 16 Address for correspondence ............................................................................ 27 17 Opening of Bids ................................................................................................. 27 18 Clarifications ...................................................................................................... 27 19 Preliminary examination .................................................................................. 28 20 Contacting the IDBI ........................................................................................... 28 21 Post qualification ............................................................................................... 28 22 Bid evaluation criteria (BEC) ............................................................................ 29 23 Evaluation of Technical Service(s) Bids ........................................................... 29 24 Evaluation of Financial Bids ............................................................................. 31 25 IDBI's right to accept any Bid and to reject any or all Bids ............................ 31 26 Acceptance of Bid……………… ……………… …………………………….32 27 Signing of contract……………………………… ……………………………… 32 28 Performance Security/ Performance Bank Guarantee..……………..……….32 29 Pre Contract Integrity Pact………………………………………………………33


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1. Procedure for submission of Bids:

1.1 General: IDBI Bank proposes to engage competent, qualified and experienced agencies

to TO PROVIDE RE-CREATION OF ACCOUNT OPENING FORM AND SUPPORTING DOCUMENTS COLLECTION(PICK-UP) AND SUBMISSION(DROP) SERVICES BETWEEN IDBI CUSTOMERS AND RESPECTIVE IDBI BRANCHES.

1.2 Interested OS Vendor(s) should submit a summary of the Service(s) rendered/implemented for various other clients. This information must be enclosed with the technical Bid (as per the format given in Section V of the Bid document). Scope of the service(s) rendered / implemented and centers/cities where service(s) are provided to be furnished.

1.3 The Bid shall contain the full name, address, telephone number (mobile and landline),

fax number and E-mail ID of OS Vendor (one full time Director and one VP/GM) for facilitating communications including notices to be given to the OS Vendor in connection with the Bid transaction. Any communication from IDBI Bank Limited by any of the above modes of communication shall be treated as official communication and duly acted upon by the respective OS Vendor.

1.4 As mentioned in clause 5 Section I, Referral letter(s) from at least two existing clients

(at least one should be a bank/subsidiary of Bank or insurance company) to be submitted along with a “Satisfactory Certificate” relating to no default in services from the client.

1.5 The OS Vendor shall complete in all respects, form(s) annexed to the Bid documents,

quote the rates, furnish the information called for therein, and (sign and date each of the documents in the relevant space provided) therein for the purpose. The OS Vendor shall initial each page of the Bid document.

1.6 The Bid shall be signed by a person or persons duly authorized by the OS Vendor with

signature duly attested by the authorized signatories of the OS Vendor. In the case of a body corporate, the Bid shall be signed by the duly authorized officers and supported by internal corporate authorizations. The OS Vendor shall sign on each page of the bid documents.

1.8 The Bid form and the documents attached to it shall not be detached or removed one

from the other and no alteration (s) or mutilation (s) (other than filling in all the blank spaces) shall be made in any of the Bid documents attached thereto. Any alterations or


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changes to the entries in the attached documents shall be made by a separate covering letter, in the absence of which it shall be rejected. Any decision in this regard by IDBI Bank shall be final, conclusive, and binding on the OS Vendor.

1.9 The OS Vendor shall bear all costs for the preparation and submission of the Bid

document. IDBI Bank shall not be responsible or liable for reimbursing/compensating these costs, regardless of the conduct or outcome of the Bidding process including cancellation and abandonment of the Bidding process.

1.10 Bid documents can be down loaded from the Internet site

http://www.idbibank.in/notices.asp However, if the prospective bidder desires to have a physical copy of the bid document, the same can be obtained at IDBI Bank, AGM – Zonal Office. For this purpose, the Bidder needs to submit a DD/PO for Rs. 1000/- (Non refundable) favoring "IDBI Bank Ltd", payable at resecptive IDBI Zone towards the cost of bid document. Further, at the time of submission, an undertaking cum affidavit should be given by the Bidders that they have not modified any part of the RFP/ Bid document.

1.11 The Bid shall be accompanied by Bid security deposit / EMD as specified in Section I.

Bids not accompanied by the Bid Security deposit /EMD shall be forthwith rejected. 1.12 The OS Vendor, irrespective of his/her participation in the Bidding process, shall treat

the details of the documents as secret and strictly confidential. 1.13 IDBI Bank reserves the right to adjust arithmetical or other errors in the Bid, in the

manner in which IDBI Bank considers appropriate or deem fit. Any adjustments so made by IDBI Bank shall be informed to the OS Vendor, if IDBI Bank makes an offer to accept his Bid. The final decision as to any error manifest or otherwise shall be at the sole discretion of IDBI Bank and be binding on the OS Vendor.

1.14 The OS Vendor shall submit their offers strictly in accordance with the terms and

conditions of the Bid document. Any Bid, which stipulates conditions at variance with the terms and conditions given in the Bid documents, shall be rejected forthwith. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

1.15 A Screening Committee constituted for the purpose of selection of the OS Vendor

would evaluate Technical Bids to qualify the OS Vendors and only those OS Vendors who qualify may be required to make a detailed presentation to the Screening


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Committee, if need be, for further evaluation. The Financial Bids of the finally qualified and short listed OS Vendors would be opened in their presence or their authorized representatives wishing to be present. No intimation would be sent to the unsuccessful OS Vendors.

1.16 Each Bid document shall be properly super-scribed as “Technical” or “Financial” Bid

as the case may be and submitted simultaneously in separate sealed envelopes. Both the envelopes are to be put in a master envelope superscribed "Request for Selection as OS VENDORS / VENDOR for Providing Marketing and Back office Support Services to IDBI Bank Ltd".

1.17 IDBI Bank is not bound to accept the lowest or any Bid and has the right to reject any

or all Bids without assigning any reason whatsoever. IDBI Bank also reserves the right to re-issue / re-commence the Bid process. Any decision in this regard by IDBI Bank shall be final, conclusive, and binding on the OS Vendor.

1.18 The Technical Bid shall contain no financial / commercial details. However a blank

copy (Performa of Financial Bid) of the Financial Bid should be enclosed with the corresponding Technical Bid with the price column of the price Bid format blanked out. A tick mark shall be provided against each item of the price Bid format to indicate that there is a quote against this item in the Financial Bid. Offers with Technical Bid containing prices shall be rejected outright. Any decision in this regard by IDBI Bank shall be final, conclusive, and binding on the OS Vendor.

1.19 The OS Vendor is expected to examine and follow all instructions, forms, terms &

conditions, and scope of work in the Bid Document. Failure to furnish information complete in all respects sought in the Bid Document or submission of a Bid not substantially responsive to the Bid Document in every respect will be at the OS Vendor's risk and may result in the rejection of the Bid by IDBI Bank. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

1.20 The OS Vendor shall prepare the Bid based on details provided in the Bid documents.

It must be clearly understood that the list of locations is intended to give the OS Vendor an idea about the scale and magnitude of the work and are not in any way exhaustive and guaranteed by IDBI Bank.

2. Clarification of Bid document

A prospective OS Vendor requiring any clarification on the Bid Document may notify IDBI Bank in writing at the email/mailing address indicated in Section I. IDBI Bank


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will respond in writing, to any request for clarification of the Bid Document, received not later than the dates prescribed in Section I of this Bid Document.

Language of Bids

The Bid prepared by the OS Vendor, as well as all correspondence and documents relating to the Bid exchanged by the OS Vendor and IDBI Bank with supporting documents and printed literature shall be in English only.

4. Documents comprising the Bids

4.1 The Bid prepared by the OS Vendor shall comprise of the following components: The Technical Bid should comprise of the following:

Technical Bid Checklist

1 OS Vendor Eligibility Proof (documents to be attached as per the requirement)

2 Technical Bid Form (refer Section V)

3 Organization Profile (refer Section V)

4 Infrastructure confirmation – for the zone chosen (refer Section V)

5 Details of Scope of work with scales response–(refer Section IV)

6 OS Vendor Client’s details (refer Section V)

7 Details of Insurance cover already available with OS Vendor to cover IDBI Bank Operations –Fidelity & Others.

8 Confirmation of OS Vendors for signing Service Agreement and accepting Terms & Conditions mentioned therein (refer Section III)

9 Proforma of Financial Bid (refer Section V)

10 Bank Details (refer Section V)

11 Bid security in the form of Pay order/DD

12 Requisite Power of Attorney/Board Resolution authenticating/authorizing the signatories of the Bid Document (Refer Section V)

13 Undertaking cum affidavit from OS Vendor that its name does not appear in any “Caution” list of RBI/ IBA or any other regulatory body for OS activity, they have not modified any part of the tender/ bid document downloaded from the website and confirming the correctness of the information (Refer Section V).


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4.2 The Financial Bid should comprise of the following:

Financial Bid Checklist

1 Price Bid Form (refer Section V)

2 Financial Bid (refer Section V)

(Submit all documents signed by authorized person (s)/Directors)

5. Bid prices

5.1 The OS Vendor shall indicate the rates for the service(s) it proposes to provide under the Contract.

5.2 The price percentage (with maximum two decimals) quoted should be written both in

words and figures. In case of any discrepancy, the price/percentage mentioned in words will be treated as correct and will be relied upon.

5.3 The rates quoted must be all inclusive. The Service Tax/Goods and Service Tax, if

applicable will be paid extra. Other applicable tax, if any would be deducted at source,

as per prevailing rates. 5.4 In the absence of above information a Bid may be considered incomplete and

summarily rejected. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

5.5 OS Vendor shall provide the required service(s) strictly in accordance with the

requirements under the Scope of Work of the Bid document and it shall be the responsibility of the OS Vendor to fully meet all the requirements of the Bid document.

6. Firm prices

Rates quoted must be firm and final (with no re-openers) and shall not be subject to any upward modifications, on any account whatsoever. The Bid rates shall be indicated as percentage of CTC / reimbursable compensation. (A Bid submitted with an adjustable percentage quote will be treated as non-responsive and shall be rejected forthwith). Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

7 Discount


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7.1 The OS Vendors are advised not to indicate any separate discount. Discount(s), if any, should be merged with the quoted rates / percentages. Discount of any type, indicated separately, will not be taken into account for evaluation purpose. However, in the event such an offer, without considering discount, is found to be the lowest, IDBI Bank, at its discretion, shall avail such discount at the time of award of contract.

7.2 After the acceptance of the Technical Bids of the short listed OS Vendors, but before the

opening of the Financial Bids, IDBI Bank, may offer the short listed OS Vendors option to indicate the discounts offered, if any, on the Financial Bids. The final rates quoted by the OS Vendor will be the rates so indicated in the Financial Bids less the discount offered.

8. OS Vendor qualification 8.1 The term "OS Vendor" as used in the Bid documents shall mean the one who has

signed the Bid Form. The OS Vendor may be either the Principal Officer or his duly authorized representative, in which case he / she shall submit a certificate of authority. All certificates and documents (including any clarifications sought and any subsequent correspondence) received hereby, shall, as far as possible, be furnished and signed by the representative and the principal.

8.2 It is further clarified that the individual signing the Bid or other documents on behalf

of a firm or a company in connection with the Bid must certify whether he/she signs as: (i) constituted attorney of the firm, or (ii) the principal officer or his duly authorized representative if it is a company

8.3 The OS Vendor shall sign its Bid with the exact name of the firm to whom the contract is to be issued. The Bid shall be properly signed and sealed by duly authorized officer of the OS Vendor’s organization.

8.4 The OS Vendor shall clearly indicate their legal constitution and the person signing the

Bid shall state his capacity and also source of his ability to bind the OS Vendor. 8.5 The power or authorization, or any other document consisting of adequate proof of the

ability of the signatory to bind the OS Vendor shall be annexed to the Bid. IDBI Bank may reject outright any Bid not supported by adequate proof of the signatory’s authority and internal corporate authorizations.

9. Bid validity period


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9.1 Bids should be valid for 90 (ninety) days from the last date of submission. A Bid valid for a shorter period may be rejected by the IDBI Bank as non-responsive. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

9.2 In exceptional circumstances, IDBI Bank may solicit the OS Vendor's consent to an

extension of the period of validity. The request and the responses thereto shall be made in writing (or by email). The validity of Bid security provided shall also be suitably extended. An OS Vendor may refuse the request without forfeiting its Bid security. An OS Vendor granting the request will not be required nor permitted to modify its Bid. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

10. Format and Signing of Bid 10.1 The copy of the Bid should be complete document and should be bound as a volume. It

shall be typed / printed on one side only with page numbers and appropriately flagged and contain the list of contents with page numbers. The Bid shall be properly signed by the OS Vendor or a person or persons duly authorized to bind the OS Vendor to the Contract.

10.2 The Bid shall contain no interlineations, erasures or overwriting except as

necessary to correct errors made by the OS Vendor, in which case such corrections shall be initialed by the person or persons signing the Bid.

10.3 Each page should be stamped and initialed by authorized signatory. The OS Vendors

shall seal the Bid document envelope properly. If the outer cover of the Bid is not sealed and marked, IDBI Bank will assume no responsibility for the misplacement of the Bids or premature opening.

10.4 Any deficiency in documentation may result in the rejection of the Bid. The decision in

this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor. 11. Revelation of prices

Rates in any form or for any reason should not be revealed before opening the Financial Bid, failing which the offer shall be liable to be rejected. If price change is envisaged due to any clarification(s), revised Bid in a separate sealed cover shall be submitted with prior written permission of IDBI Bank, before the last date of submission of Bid.


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12. Local conditions

12.1 It will be imperative on each OS Vendor to (i) fully acquaint himself with the local environment and prevailing conditions and other factors including local legal framework, which would have effect on the performance of the contract and / or the cost and or execution of the contract as described in the Bidding documents. IDBI Bank shall not entertain any request for clarification from the OS Vendor regarding such local conditions.

12.2 It is the responsibility of the OS Vendor that such factors have properly been

investigated and considered while submitting the Bid proposals and that no claim whatsoever including those for financial adjustment to the contract awarded under the Bidding documents will be entertained by IDBI Bank and that neither any change in the time schedule of the contract nor any financial adjustments arising thereof shall be permitted by IDBI Bank on account of failure of the OS Vendor to appraise themselves of local laws / conditions.

13. Last date for receipt of Bids 13.1 Bids will be received by IDBI Bank as per the date /time & at the address specified

under Section I. No request for extension of last date of submission would be entertained.

13.2 In the event of the specified date for the receipt of Bids being declared a holiday for IDBI Bank, the Bids will be received up to the appointed time on the succeeding working day.

14. Late Bids

Any Bid received by IDBI Bank after the last date for receipt of Bids prescribed by the IDBI Bank, will be rejected forthwith and / or returned unopened to the OS Vendor. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

15. Modification and Withdrawal of Bids 15.1 The OS Vendor may modify or withdraw its Bid after the Bid's submission, provided

that written notice of the modification or withdrawal is received by IDBI Bank prior to the last date prescribed for submission of Bids.


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15.2 The OS Vendor should submit its modified Bid in whole as a replacement of its revious Bid.

15.3 The OS Vendor's modification or withdrawal notice shall be prepared, sealed, marked

and dispatched strictly in accordance with the provisions of this document. 15.4 No Bid may be modified subsequent to the last date for receipt of Bids. 15.5 No Bid may be withdrawn in the interval between the last date for receipt of Bids and

the expiry of the Bid validity period specified by the OS Vendor in the Bid. Withdrawal of a Bid during this interval may result in the OS Vendor’s forfeiture of Bid security furnished by the OS Vendor.

16. Address for correspondence

The OS Vendor shall designate the official mailing address, place and Fax number to which all correspondence shall be sent by IDBI Bank.

17. Opening of Bids 17.1 On the basis of information furnished in the Technical Bid, OS Vendors will be

qualified for Technical Bid evaluation. The Bids of OS Vendors, who do not qualify at this stage, will not be taken up for further evaluation, and the sealed Financial Bids of such OS Vendors will be returned unopened forthwith.

17.2 Bids of only technically qualified OS Vendors will be taken up for further evaluation. 17.3 IDBI Bank will open the Bids, in the presence of the representatives of the OS Vendors

who choose to attend, at the designated time, date and place. 17.4 The OS Vendors' names, modifications, Bid withdrawals and the presence or absence

of the requisite Bid Security and such other details as IDBI Bank, at its discretion, may consider appropriate or deem fit will be announced at the Bid opening.

18. Clarifications

When deemed necessary, IDBI Bank may seek clarifications on any aspect from the OS Vendor. However, that would not entitle the OS Vendor to change or cause any change in the substance of the Bid submitted or price quoted.


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19. Preliminary examination

19.1 IDBI Bank will examine the Bids to determine whether they are complete, whether any computational / arithmetical errors have been made, whether required Bid Security has been furnished, whether the documents have been properly signed and supporting documents annexed thereto, and whether the Bids are generally in order.

19.2 If there is a discrepancy between words and figures, the amount in words will prevail. 19.3 A Bid determined as not substantially responsive will be rejected by IDBI Bank and

may not subsequently be made responsive by the OS Vendor by correction of the nonconformity. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

19.4 IDBI Bank may waive any minor defect or nonconformity or irregularity in a Bid,

which does not constitute a material deviation, provided such waiver, does not prejudice or affect the relative ranking of any OS Vendor.

20. Contacting IDBI Bank 20.1 No OS Vendor shall contact IDBI Bank on any matter relating to its Bid, from the time

of the Bid opening till the time the contract/ Bid is awarded.

20.2 Any effort by a OS Vendor to influence the Bid evaluation, Bid comparison or contract / Bid award decisions may result in forthwith rejection of the OS Vendor’s Bid.

21. Post qualification

21.1 IDBI Bank will determine to its satisfaction whether the OS Vendor selected as having submitted the best evaluated responsive Bid is qualified to satisfactorily perform the Contract. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

21.2 This determination will take into account the OS Vendor's financial, technical,

implementation and post-implementation capabilities. It will be based upon an examination of the documentary evidence submitted by the OS Vendor.

21.3 An affirmative determination will be a pre requisite for award of the contract/ Bid to

the OS Vendor. A negative determination will result in rejection of the OS Vendor's


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Bid, in which event, IDBI Bank will proceed to the next best-evaluated Bid to make a similar determination of that OS Vendor's capabilities to perform satisfactorily. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

22. Bid Evaluation Criteria (BEC) 22.1 To meet IDBI Bank’s requirements, as spelt out in the Bid Document, the selected OS

Vendor must have the requisite experience in providing Service(s) 22.2 IDBI reserves the right to modify the evaluation process at any time during the Bid

process, without assigning any reason whatsoever, and without any requirement of intimating the OS Vendors of any such change at any time during the process of evaluation. IDBI Bank may seek specific clarifications from any or all OS Vendors wherever deemed necessary during the process of evaluation. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

23. Evaluation of Technical Service(s) Bids 23.1 The Technical Bid will be evaluated as per the scaling criteria i.e:

a) Provision of Services -refer Service matrix (as below) b) Network coverage -refer Location list (Section V) c) Infrastructure availability -refer Infrastructure matrix (Section V)

at their location d) Existing clientele / Employee -refer Location list (Section V)

Strength e) Profit & Turnover - refer Organization profile

23.2 The Technical Bid will be evaluated as follows a) Provision of Service(s) as mentioned in the scope of Service(s) (Section IV) –

Scales Matrix

Scale Description

2 Service is readily available.

1 The OS Vendor needs not more than one week to start the services


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For qualifying in the Technical Bid, the OS Vendor must score either ‘2’ or ‘1’.

The said table lists the scale, which should be used to gauge the response of OS Vendor on the availability of Service(s) as mentioned in Section IV – under Scope of work. The OS Vendors should provide their response in the “Scales Response” column as per the scales matrix for each activity mentioned in the scope of Service(s) Please note

In no case can the OS Vendor - exclude any service for a Category of services, mentioned in the Service Matrix below. - exclude any city / location (both existing and proposed) for the Category of services. SERVICE MATRIX

Provision of Service

List of Services Scales Response

Recruitment Facilities minimum 10 person per branch locations.

Legal Compliance Capabilities

Infrastructure to provide online Support

Supporting staff / Facilities to provide other administrative support to the Branches / Locations of the Bank

b) Network coverage – would be gauged as per the confirmation received from OS Vendors in the Infrastructure confirmation / location wise list (refer Section V)

c) Infrastructure- would be gauged as per the infrastructure made available in line with the requirements at the locations - (Section V) d) Existing Clientele / Employee Strength - would be gauged as per the confirmation received from OS Vendors in the Clientele Details / Employee strength as notified (refer Section V)


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23.3 Process for Technical evaluation a) As mentioned at Para 24.1 the Technical Bid will be evaluated as per the scaling criteria i.e:

- Provision of Services - Network coverage - Infrastructure availability - Existing clientele / Employee strength - Profit & Turnover

b) In respect of the Bidders found to have prima facie qualified based on a) and b) above, inspection will be conducted by two representatives of IDBI Bank at locations as to be decided by IDBI Bank at its sole discretion. IDBI Bank shall intimate the Bidder the programme for inspection, before the commencement of such inspection, and the Bidder shall provide all assistance that may be required for carrying out the inspection. In case of the facilities are not found to be as per submissions in the bid or if the Bidder fails to provide the assistance sought for carrying out the inspection, the Bidder will be disqualified. The Bidder, whose infrastructure is found inadequate on inspection, will be disqualified. 24. Evaluation of Financial Bids 24.1 Financial Bids of the OS Vendors, who are technically qualified, shall be opened. IDBI

Bank shall however not bind itself to accept the best Bid or any Bid and reserves the right to accept any Bid, wholly or in part.

24.2 Following points would be considered at the time of evaluation of the financial Bid

submitted by an OS Vendor.

The Financial Bid submitted by OS Vendor would be evaluated only on the basis of quote given in percentage terms and the percentage quoted will accordingly be considered for determining L1.

OS Vendors have to quote their best rate across the (in the OS Vendors quote column) (Section V – 3 : Financial Bid Form)

OS Vendor has to ensure that the quotes for the items marked as “Mandatory-M & Option -O” should not be left blank / un-updated else the Bid may be rejected. However quotes mentioned in the Mandatory “M” cell will be considered for final Bid evaluation.

25. IDBI Bank’s right to accept any Bid and to reject any or all Bids


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25.1 IDBI Bank reserves the right to accept any Bid, to annul the Bid process and reject all

Bids at any time prior to award of contract/Bid, without thereby incurring any liability to the affected OS Vendor(s) or any obligation to inform the affected OS Vendor(s) of the grounds for IDBI Bank's action.

25.2 IDBI Bank reserves the right to award contract to one or more than one of the OS

Vendors. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

25.3 In the event of any two or more OS Vendors offering lowest identical financial Bids,

decision with regard to determining the lowest OS Vendor would be based on any of the said OS Vendors revising their financial Bids downwards.

26. Acceptance of Bid

Prior to the expiry of the period of Bid validity, IDBI Bank will notify the successful OS Vendor in writing, the counter offer / acceptance of the Bid.

27. Signing of contract 27.1 After IDBI Bank notifies the successful OS Vendor that its Bid has been accepted, the

OS Vendor should sign the Contract/ Service Agreement (given in Section III). 27.2 The successful OS Vendor shall sign the Service Agreement within 10 days of receipt

of notification of award of contract/Bid. 28. Performance Security/ Performance Bank Guarantee(PBG)

28.1 Within 10 days of the receipt of acceptance by IDBI Bank, the successful OS Vendor

shall furnish a Performance Bank Guarantee for an amount of Rs. 1 lakh (Rupees One Lakh only).

28.2 The Performance Security shall be denominated in Indian Rupees and shall be by way

of a bank guarantee issued by scheduled commercial bank.

28.3 The proceeds of the Performance Security shall be payable to IDBI Bank as compensation for any loss or damage resulting from the failure of OS Vendors to complete its obligations under and in accordance with the Contract/ Service


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Agreement or deductions on account of the penalties imposed by IDBI Bank as against the sub-standard /delayed/interrupted servcies and other similar shortcomings as stated in the Servcie Agreement without prejudice to any other right of the Bank under Contract, lwa or equity.

28.4 The Performance Bank Guarantee should be valid upto three months beyond the end

of ‘Service(s) Contract period’ as defined in Section III of the Contract, and shall be renewed within two (2) weeks before its expiry, if required. In case the performance guarantee amount reduces from the initial deposit due to penal deductions etc., it shall be made up /replenished back to the initial amount deposited within two (2) weeks of such penal deduction being effected.

28.5 Failure of the successful OS Vendor to comply with the requirement of the

Performance Bank Guarantee/ Performance Security shall constitute sufficient grounds for the annulment of the award and forfeiture of the Bid Security, in which event the IDBI Bank may award the Contract to the next best evaluated OS Vendor or call for new bids. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the OS Vendor.

28.6 The Performance Guarantee will be discharged by IDBI Bank and returned to the OS

Vendor after 90 days from the successful completion of contract.

29. Pre Contract Integrity Pact

29.1. The Bidder shall submit Integrity Pact (IP) along with the technical Bid in the format provided in Section V (11) of the RFP. Integrity Pact is an agreement between the prospective Bidders and the Bank committing the persons/officials of both the parties not to exercise any corrupt influence on any aspect of the Contract. Any violation of the terms of Integrity Pact would entail disqualification of the Bidders and exclusion from future business dealings. The Integrity Pact begins when both parties have legally signed it. Integrity Pact with the successful bidder(s) will be valid till 12 months after the last payment made under the Contract. Integrity Pact with the unsuccessful bidders will be valid 6 months after the Contract is awarded to the successful Bidder.

29.2. The Bank has appointed Shri. S. Srinivasan, IAS (Retd.) (M-9483536100/ E-mail- [email protected]) and Shri. Ajai Kumar, ex-CMD, Corporation Bank (M-9619272893/ [email protected]) as Independent External Monitor (IEM). The Bidders having grievances, if any, in the tendering process, may approach the IEM for redressal of their complaints.


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SECTION III

GENERAL TERMS & CONDITIONS (SERVICE AGREEMENT) (to be signed between IDBI Bank & the successful Bidder)

AGREEMENT

THIS AGREEMENT made at this day of Two Thousand

and_______

BETWEEN

M/s [ •], a company within the meaning of the Companies Act, 2013 and having its registered office at [ •] (hereinafter referred to as "the OS Vendor" which expression shall unless it be repugnant to the subject, context or meaning thereof shall be deemed to mean and include its successors and permitted assigns) of the ONE PART AND IDBI BANK LIMITED, a company registered under the Companies Act, 1956 (1 of 1956) and a company within the meaning of Section 2(20) of the Companies Act, 2013 and a “banking company” within the meaning of Section 5 (c) of the Banking Regulation Act, 1949 and having its registered office at IDBI Tower, WTC Complex, Cuffe Parade, Mumbai – 400 005 (hereinafter referred AND IDBI Zonal Office, 2nd floor, 51/3, Desh Bandhu Gupta Road, Opp Khalsa College, Karol Bagh Delhi-110005 to as "IDBI Bank" which expression shall unless it be repugnant to the subject, context or meaning thereof shall be deemed to mean and include its successors and assigns) of the OTHER PART

Each of the parties mentioned above are hereinafter collectively referred to as "Parties" and individually as a "Party" WHEREAS,

1. IDBI Bank being desirous of improving its customer service intends to avail the Services as hereinafter defined, and for that purpose had floated a Bid Document/ RFP Ref NO. ______ dated ________for selection as outsourcing vendor to provide re-


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creation of Account Opening Form ( AOF) and supporting Know Your Customer (KYC) documents collection(pick-up) and submission(drop) services between IDBI Bank customers and respective IDBI Bank branches.

2. The OS Vendor who is engaged in the business of providing the Services participated

in the Bid and being successful Bidder desires to provide the Services to IDBI Bank. 3. The OS Vendor has represented to IDBI Bank that it has necessary and requisite

experience and expertise to offer the Services to IDBI Bank and that in terms of its constitutional documents i.e. __________________, the OS Vendor has the power to provide the Services.

4. IDBI Bank has accepted the OS Vendor's Bid dated [ •] and has communicated its acceptance vide its communication (email/letter) dated [ •].

5. As a pre-condition to pursue the above, the Parties are desirous of setting out the

understanding and arrangement between the Parties with respect to the Services and have accordingly, agreed to enter into this Agreement.

NOW, THEREFORE, in consideration of the mutual agreements herein contained and other good and valuable consideration, the receipt and sufficiency whereof hereby acknowledged, the Parties hereto agree as follows:

1 1.1 DEFINITIONS

For the purposes of this Agreement, the following terms shall have the meanings set out below.

"Applicable Laws" means, with respect to any Person, all laws, statutes, rules, regulations, orders, writs, processes, decrees, injunctions, judgments, or awards of an arbitrator, a court or any other governmental authority, and all governmental authorisations binding upon or applicable to such Person or to any of its properties or assets.

"Confidential Information" means, (i) IDBI Bank standard/special security procedures and systems at various locations; (ii) technical or business information or material not covered in (i); (iii) proprietary or internal information related to customers / constituents / products or services of IDBI Bank including, financial information, process / flow charts, information related the Services, business and contractual relationships, information the Parties provide regarding third parties; (iv) information


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disclosed/ documents recieved pursuant to this Agreement and (v) all such other information which by its nature or the circumstances of its disclosure is confidential. "Agreement/Contract" means this agreement and all documents attached hereto. “Applicable Permits” or “Permits” means any waiver, exemptions, building, variance, franchise, permit, authorizations, approval, license or similar order of or from any Central or State, provincial, municipal, regional, environmental or other governmental entity, instrumentality, agency, authority, court, regulatory body or other body having jurisdiction over all or any part of the Services to be performed pursuant to the terms of this Agreement. “Fees” means, the amount payable by IDBI Bank to the OS Vendor for the Services rendered by the OS Vendor and as detailed in Annexure B.

"Good Industry Practice" means the exercise of degree of skill, diligence and prudence which is expected from a highly skilled, experienced and internationally recognized and reputed OS Vendor engaged in the same type of undertaking as OS Vendor under similar circumstances and acting generally in accordance with the prevailing laws, rules, regulations, codes and industry standards. "Key Personnel" means those of OS Vendor's personnel identified as such by IDBI Bank.

"Person" means any natural person, firm, corporation, company, voluntary association (incorporated or otherwise), partnership, joint venture, trust, limited organization, unlimited organization, or other entity.

"Services" to provide re-creation of AOF and supporting KYC documents collection(pick-up) and submission(drop) services between IDBI Bank customers and respective IDBI Bank branches and matters related to or incidental to the foregoing, under this Agreement as described in Annexure A to this Agreement / Section IV of RFP document.

"Term" shall have the meaning ascribed to it in Clause 13.1 1.2 INTERPRETATION In construing this Agreement


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1.2.1 Time is the essence in the performance of the Parties’ respective obligations. If any time period specified herein is extended, such extended time shall also be of the essence; Abovementioned RFP/Bid Document shall be read and construed as interal part of this Agreement. 1.2.2 Unless the context otherwise requires, words importing the singular shall include the plural and the vice versa; 1.2.3 Clause, headings are for reference only and shall not affect the construction or interpretation of this Agreement; 1.2.4 References to Recitals, Clauses, Exhibits, Annexures and Schedules are references to Recitals, Clauses, Exhibits, Annexures and Schedules of and to this Agreement; 1.2.5 Whenever the context so demands the references to a Party to this Agreement includes references to its successors or assigns (immediate or otherwise if so provided in the description of the Parties) of that party and reference to agreements shall include reference to all the amendments thereto by whatever manner; 1.2.6 Reference to any Applicable Law includes a reference to such Applicable Laws as amended or re-enacted from time to time, and any rule or regulation promulgated there under; and 1.2.7 The terms “herein”, “hereof”, “hereto”, hereunder and words of similar purport refer to this Agreement as a whole.

2 SCOPE OF SERVICES TO BE PERFORMED AND OR RENDERED

2.1.1 Scope of Services

The OS Vendor shall provide all Services including supervision, assistance, guidance, etc, more particularly detailed in the Annexure A to this Agreement; and shall perform all operations and assignments and render all services as may be necessary and incidental to fulfill its obligations under this Agreement. The OS Vendor shall render the Services to the best of its ability and in accordance with Good Industry Practice. Further, all Services necessary and required to satisfactorily fulfill its obligations under this Agreement, shall be deemed to be included in the scope of Services (Annexure A


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to this Agreement) of the OS Vendor. The OS Vendor is committed to using its knowledge, secured control & management system and information database for the purpose and shall provide IDBI Bank access to the OS Vendor’s knowledge database during the term of Agreement. The OS Vendor shall facilitate tapping of its pool of employees, consultants, advisors and analyst during the tenure of the Agreement as may be required. 2.1.2 In rendering the Services to the IDBI Bank, OS Vendor warrants that:

i. It shall observe the best service quality standards and ensure that OS Vendor renders its obligations to the satisfaction of the IDBI Bank.

ii. Engage requisite number of personnel/Key Personnel for rendering the Services in an efficient and timely manner.

iii. It shall provide adequately qualified, trained and experienced personnel/KeyPersonnel to provide uninterrupted and continued Services during the period of contract.

iv. It shall meet the various deadlines and standards as more particularlymentioned in Annexure A to this Agreement.

v. It shall discuss and review its progress, on a regular basis as and whenrequired by the Bank.

vi. It shall extend Services during validity period of the Agreement. vii. It shall comply with all Applicable Laws in connection with the Services.

viii. All personnel/Key Personnel deployed by OS Vendor to IDBI Bank shallcarry identity card provided by the OS Vendor.

ix. It shall provide and render Services, at all times, as per the Good IndustryPractice and abide by the Applicable Laws.

x. It shall maintain utmost confidentiality of the Confidential Information. xi. It shall comply all Applicable Laws /Applicable Permits including

provisions of labour laws, which are applicable to OS Vendor or personnel/Key Personnel deployed by them and shall be solely responsible for liabilities arising out of such compliance, non –compliance or implementation or non-implementation.

2.1.3 If the nature of the Services to be rendered by OS Vendor require the personnel/Key Personnel to enter the premises of the IDBI Bank, OS Vendor shall:

i. Ensure that the personnel/Key Personnel follow and comply with the instructions (oral or written or both) issued by the IDBI Bank to the OS Vendor or to personnel/Key Personnel from time to time in this regard.


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ii. Use the area specifically allotted to OS Vendor for rendering the Services and performing its obligations under this Agreement.

iii. Ensure that the personnel/Key Personnel observe all security guidelines of iv. the IDBI Bank from time to time. v. Keep the fixtures, fittings, equipment and documents and properties of the

vi. IDBI Bank installed at area allotted to OS Vendor, clean and in good condition

vii. and shall not inflict any damage whatsoever to these assets of the IDBI Bank.

2.1.4 OS Vendor and its personnel/ Key Personnel shall comply with all of the IDBI Bank's standards / security procedures at such locations and shall deal promptly and courteously with the customers, employees, agents of the Bank. 2.1.5 Observe and perform all such additional conditions, covenants, undertakings that may be made from time to time by the IDBI Bank in its sole discretion.

2.2 Related Documentation

The OS Vendor will maintain and provide all necessary documentation, registers and records in connection with the performance of Services and other related documents including for complying with Applicable Law or any statutory requirements.

3 PAYMENT OF FEES

3.1 Invoicing

(a) IDBI Bank shall pay the Fees to the OS Vendor upon receipt of the OS Vendor’s invoice(s), raised in accordance with the Billing and Payment Methodology set out in Annexure B.

(b) OS Vendor shall submit its invoice(s) and supporting documents in both soft

and hard copy to the Corporate office of IDBI Bank addressed to the General Manager of the respective Department where the services are provided.

(c) IDBI Bank and OS Vendor shall mutually agree and fix the payment cycle based

on which OS Vendor will make payment towards salar