request for proposal for outsourcing of atm managed ... · f rfp for – outsourcing atm managed...

Request for Proposal

For

Outsourcing of ATM Managed services,

ATM site construction

Bank of Baroda

e-business Department

7th

Floor, Baroda Sun Tower

C-34, G-Block, Bandra Kurla Complex

Bandra (East), Mumbai - 400051

RFP Reference Number: BCC/EB/103/ATM/110

Dated 14th

February, 2011

F RFP for – Outsourcing ATM Managed Services and ATM Site Construction

Bank of Baroda, e-Business Department, Mumbai - 400051

Important Dates

# Particulars Date and Time lines

1 Issuance of RFP Document By Bank 14th

February 2011

2 Last date of submission of any query and reporting any error 25th

February 2011 5:00 PM

3 Pre-bid Meeting Date 28th

February 2011 3:00 PM

4 Last date of Submission of BIDs 7th

March 2011 3:00 PM

5 Opening of Eligibility Bid 7th

March 2011 4:00 PM

6 Opening of Technical Bid 11th

March 2011 4:00 PM

7 Announcement of Technical Qualifiers and Opening of Commercial Bid 1st

April 2011 3:00 PM

N.B: The above dates are tentative and subjected to change without any prior notice or intimation. Bidders are requested

to confirm date, time & venue -1- day prior to any event.

Important Clarifications:

1. ‘Bank’ means ‘Bank of Baroda’

2. ‘ATMs’ means Bank of Baroda’s ATMs.

3. ‘Vendor’ means the respondent to the RFP document.

4. ‘RFP’ means this Request for Proposal document.

5. ‘Recipient’ or ‘Respondent’ or ‘Bidder’ means to whom the RFP document is issued by the Bank.

6. ‘Nominal Price’ Total rationalized cost Quoted by the Bidder.

7. ‘Offer’ means response to RFP document submitted by Recipient to the Bank

This document is meant for the specific use by the Company / person(s) interested to participate in the current

Tendering process. This document in its entirety is subject to Copyright Laws. Bank of Baroda expects the Bidders or

any person acting on behalf of the Bidders strictly adhere to the instructions given in the document and maintain

confidentiality of information. The Bidders will be held responsible for any misuse of information contained in the

document, and liable to be prosecuted by the Bank In the event that such a circumstance is brought to the notice of

the Bank. By downloading the document, the interested party is subject to confidentiality clauses.



Table of Content

Section A: Introduction and Disclaimer................................................................................................... Page-4

Section B: Lodgement of RFP Submission................................................................................................ Page-6

Section C: Back ground, Existing ATM infrastructure & Future plans....................................................... Page-19

Section D: Scope of Work......................................................................................................................... Page-21

Section E: Payment Terms, Penalty Metrics & Rewards......................................................................... Page-35

Section-F: Checklist, Annexure and Appendices..................................................................................... Page- 38



Section A: Introduction and Disclaimer

This request for proposal document (‘RFP document’ or RFP) has been prepared solely for the purpose of

enabling Bank of Baroda (‘Bank’) to select a Vendor/service provider for ATM Managed services and ATM

Site Construction for exiting ATMs and all ATMs to be deployed by Bank in future, as desired by the Bank.

The tenure of contract shall be for a period of -5- Years and the tenure of contract can be extendable on

mutual terms. The RFP document is not a recommendation, offer or invitation to enter into a contract.

Information Provided:

The RFP document contains statements derived from information believed to be reliable at the date

obtained; but does not purport to provide all of the information that may be necessary or desirable

to enable the Respondent to determine whether or not to enter into a contract or arrangement

with the Bank in relation to the scope of RFP. Neither the Bank nor any of its employees, agents,

contractors, or advisers gives any representation or warranty, express or implied, as to the accuracy

or completeness of any information or statement given or made in this RFP document.

Recipients

The RFP document is intended for the information of the party (ies) to whom it is issued (“the

Recipient” or “the Respondent”) and no other person or organisation.

Confidentiality

The RFP document is confidential and is not to be reproduced, transmitted, or made available by the

Recipient to any other party without the Bank’s express written permission. The RFP document is

provided to the Recipient on the basis of the undertaking of confidentiality given by the Recipient to

the Bank. The Bank may update or revise the RFP document or any part of it. The Recipient

acknowledges that any such revised or amended document is received subject to the same terms

and conditions as this original and subject to the same confidentiality undertaking.

Disclaimer

Subject to any law to the contrary, and to the maximum extent permitted by law, the Bank and its

officers, employees, contractors, agents, and advisers disclaim all liability from any loss or damage

(whether foreseeable or not) suffered by any person acting on or refraining from acting because of

any information including forecasts, statements, estimates, or projections contained in this RFP

document or conduct ancillary to it whether or not the loss or damage arises in connection with any

negligence, omission, default, lack of care or misrepresentation on the part of the Bank or any of its

officers, employees, contractors, agents, or advisers.

The Bank and its officers, employees, contractors, agents and advisers disclaim any liability,

pecuniary or otherwise that may accrue or arise from any loss or damage (whether foreseeable or

not) suffered by any person acting on or refraining from acting due to the information contained

herein and/or by virtue of copying, adopting, reproducing, any of the material which may be the



copyright material or any other Intellectual Property of a third party who may claim ownership of

the same.

Costs Borne by Respondents

All costs and expenses incurred by Respondents in any way associated with the development,

preparation, and submission of responses, including but not limited to attendance at meetings,

discussions, etc. and providing any additional information required by the Bank, will be borne

entirely and exclusively by the Respondent.

No Legal Relationship

No binding legal relationship will exist between any of the proponents and the Bank until execution

of a contract.

Recipients’ Obligation to Inform Itself

It is the Recipient’s responsibility to conduct any necessary investigation and analysis regarding any

information contained in the RFP document and the meaning and impact of that information.

Evaluation of Offers

Indicative selection criteria have been specified in Para B.26 of this document. However, as a

condition of responding, each Recipient acknowledges and accepts that the Bank in its absolute

discretion may apply whatever selection criteria it deems appropriate in the selection of the

organisation.

Errors and Omissions

Each Recipient should notify the Bank of any error, omission, or discrepancy found in this RFP

document. Notification should be made to the address found in Section B.5 Requests for

Information.

Acceptance of Terms

A Recipient will, by responding to the Bank with a submission, be deemed to have accepted the

terms of this Introduction and Disclaimer.



Section B: Lodgement of RFP Submission B.1 Lodgement of RFP Submission

RFP Submission Closing Date

RFP responses must be submitted by parties listed below not later than at 3.00 p.m. (Indian

Standard Time – GMT +5:30) by 7th

day the March, 2011.

RFP Submission Details

B.1.2 RFP responses must be submitted as follows:

Two (2) paper copies, one (1) electronic copy (Microsoft Office 2003 on CD) and one (1) electronic

copy (Adobe .pdf on CD) of all submissions must be supplied to Bank of Baroda RFP Evaluation Team

in sealed envelope superscripted “Bank of Baroda –RFP Evaluation Team – ATM Managed

Services” and addressed to:

General Manager (e-business, CMS, NRI Services & BPR)

Bank of Baroda

Baroda Sun Tower


Bandra (East)

MUMBAI - 400 051

In ALL cases:

Copies of the RFP responses must be submitted before the aforementioned closing time

mentioned above.

Faxed or emailed copies of any submission are not acceptable and will be rejected by the Bank.

All separate copies of RFP submission and attachments must be provided in sealed envelopes or

satchels marked confidential.

All pages of the Offers needs to contain page number (in ‘Page No. 1 of X’ format), Seal and Sign

of the appropriate authority.

B.2 Registration of RFP Submission

Upon the receipt of a submission, the Bank will register the RFP response. Only complete

submissions will be registered. Incomplete or partial submissions will not be accepted.

All submissions, including any accompanying documents, will become the property of the Bank.

Hence, submission of response to the RFP will be deemed as Respondents’ license, and grant all

rights to the Bank to reproduce the whole or any portion of their submission for the purpose of

evaluation, notwithstanding any copyright or other intellectual property right that may subsist in the

submission or accompanying documents.



B.3 Late RFP Submission Policy

On-time submission of responses is strongly encouraged and recommended. RFP submissions

lodged after the lodgement deadline will be documented by the Bank and may be considered and

evaluated by the evaluation team at the absolute discretion of the Bank. However, the Bank has no

obligation to accept or act on any reason for a late RFP response.

The Bank has no liability to any Respondent who lodges a late RFP submission for any reason

whatsoever including RFP responses taken to be late only because of another condition of

responding.

Respondents are to provide detailed evidence to substantiate the reasons for a late RFP submission.

B.4 RFP Submission Validity Period

RFP responses must remain valid and open for evaluation, according to their terms, for a period of

at least six (6) calendar months from the time the RFP closes on the deadline for lodgement of RFP

submissions.

B.5 Requests For Information / Clarification

Respondents are required to direct all communications related to this RFP to:

General Manager (e-business, CMS, NRI Services & BPR)

Bank of Baroda

Baroda Sun Tower


Bandra (East)

MUMBAI - 400 051

All questions relating to the RFP, technical or otherwise, must be addressed to the above addresses.

Interpersonal communications will not be entered into and a Respondent will be disqualified if

attempting to enter into such communications. All queries/clarifications requested must be

addressed in the following format only in MS-EXCEL 97-2003 work book format. The queries needs

to be e-mailed as an attachment to:

[email protected] / [email protected]

Format of Request for Clarifications

Name of the Respondent/Bidder: Mobile No:

Date:

Contact Person from Respondent/Bidder in case of need. Tel No:

S. No Reference from RFP Section (If

From RFP)

Question/Issue Bank’s Comments

Volume &

Section Ref

Page No

1

2

3



Bank shall try to respond to all the queries raised by the vendors. However Bank reserves the right

of not responding to any query, if Bank feels that the same is not required to be answered.

The Bank will not answer any communication initiated by Respondents -4- business days prior to the

date of Pre-bid meeting. However, the Bank may in its absolute discretion seek additional

information or material from any Respondents after the RFP closes and all such information and

material provided must be taken to form part of that Respondent’s response.

The Bank may in its absolute discretion engage in discussion or negotiation with any Respondent (or

simultaneously with more than one Respondent) after the RFP closes to improve or clarify any

response.

B.6 Notification

The Bank will notify Respondents in writing as (soon as practicable) about the outcome of its RFP

submission including if the Respondent’s submission has been rejected. The Bank is not obliged to

provide any reasons for any such rejection.

B.7 Submission of Bids

The bids shall be in three parts viz.

(a) Eligibility Proposal;

(b) Technical Proposal; and

(c) Commercial Proposal.

Each proposal – Eligibility, Technical and Commercial Proposals - shall be submitted in separate sealed

envelopes super-scribing “Eligibility proposal for ATM Managed Services & ATM Site Construction”,

“Technical proposal for ATM Managed Services & ATM Site Construction” and “Commercial proposal

for ATM Managed Services & ATM Site Construction” on top of the respective envelopes containing

eligibility, technical and commercial bid. These separate sealed envelopes should be put together in the

sealed master envelope super-scribing “PROPOSAL FOR ATM Managed Services & ATM Site

Construction”.

All the Envelopes (inside the Master Envelope) should have the following information:

1. Name of the Bidder :

2. Type of offer : eligibility/technical/commercial

3. Date of submission:

Please note that in following cases Bank may reject the Bids from the Vendor:

I. Submission of Bid after the Time stipulated in this RFP Document.

II. Misleading / incomplete information.

III. Bid submission without firms Name.

IV. Price information other than ‘Commercial Bid envelop’.

V. Improper Drafts / Banker’s Cheque for RFP Document Fee.

VI. Submission of improper Documentation.

VII. Envelopes are not in order as directed in this document.



B.8 Opening of Bids:

Opening of Bids shall be strictly as per schedule under this RFP and no request for change in date

shall be entertained. However, Bank reserves the right to Change the date and time of the Schedule

of Outsourcing under unavoidable circumstances, if any.

The Eligibility Proposal will be opened and evaluated first for determining the eligibility of each Bidder. Only

those Bidders who meet the minimum eligibility conditions will have their Technical Proposals opened and

evaluated next.

Technical Bid will be opened only if the Bidder is found Qualified as per Eligibility Criteria as per stipulation of

this RFP document.

Commercial Proposal shall be opened only for the short-listed Bidders who have secured the cut-off mark of

70% in the Technical Proposal evaluation process.

This being a project /program for ATM Managed Services & ATM Site Construction, impacting the Bank’s

vital services to its customers as such no compromise can be afforded, only those Bidders will qualify in the

Technical Proposal evaluation who secure a minimum of 70% score in the technical evaluation. The technical

bids shall be evaluated on the basis of

(a) Submissions made by Bidders in their response to this RFP as per the response template given.

(b) Site visits and demonstration of fulfillment of requirements as given in this RFP to the Bank’s

evaluation team;

(c) Oral/PPT presentation made by the Bidders

Thus, Commercial bids will be opened only for those Bidders who secure a minimum of 70% score in technical

evaluation. The final selection of the Vendor will be based on techno-commercial evaluation criteria, as per

details given below.

In case only one participant Bidder gets 70% or more marks, then next highest scoring Bidder will also be

selected for commercial evaluation. In case none of the participant Bidders scores 70% or more marks in the

Technical Evaluation, the commercial bid of only top 2 Bidders on the basis of technical evaluation will be

opened and the one having the “least price” will be invited for further negotiation of the contract.

The Technical Proposal shall contain the technical proposal to the requirement of the Bank as per the

response template given in Section F, Para-F.1

A copy of the Commercial Proposal template masking the prices is to be submitted along with the Technical

Proposal.

The Commercial Proposal shall be submitted as per Section-F

The eligibility proposal shall be organized and submitted as per the following sequence:

a) Table of Contents (list of documents enclosed)

b) Eligibility proposal as per template given.

c) All copies of certificates, documentary proofs etc.

The technical proposal shall be organized and submitted as per the following sequence:

a) Table of Contents (list of documents enclosed)

b) Technical proposal as per Checklist given in Section-F in hard copy.



c) A CD containing soft copy of the technical proposal in MS Word/Excel 2003

d) A CD containing soft copy of the technical proposal in Adobe pdf

e) Masked commercials as per commercial template given.

All the relevant pages of the proposals (except literatures, datasheets and brochures) are to be numbered

and be signed by authorized signatory on behalf of the Bidder. The number should be a unique running serial

no. across the entire document.

The Bidder has to submit a soft copy of the respective components (Eligibility, Technical and Commercial) of

the proposal in CDs/DVDs in the respective sealed folders/envelops in MS Office 2003 format AND Adobe pdf

format. It should be noted that in case of any discrepancy in information submitted by the Bidder in hard-

copy and soft-copy, the hard-copy will be given precedence. However, in case of non-submission of any hard

copy document, if the same is found submitted in the soft-copy, Bank of Baroda reserves right to accept the

same at its discretion.

B.9 Bid Security, Cost of RFP, Performance Bank Guarantee:

B.9.1 BID SECURITY:

A) The Bidder shall furnish, as part of its bid, a bid security for an amount of Rs 1,00,00,000/= (Rupees

One Crore Only) in the form of a Bank Guarantee issued by a reputed Scheduled Commercial Bank in

India(except Bank Of Baroda ) in the format enclosed and valid for-3-months from the last date of

submission of the Commercial bid . The Bid Security should be enclosed in original with the "Eligibility

Bid".

B) The successful Bidder's bid security will be discharged upon the Bidders signing the contract &

furnishing the performance security. Unsuccessful Bidder's bid security will be returned as promptly as

possible, but not later than 30 days after the declaration of the successful Bidder.

C) The bid security may be forfeited/Bank Guarantee shall be invoked:

(i) If a Bidder withdraws its bid during the period of bid validity; or

(ii) In case of a successful Bidder, if the Bidder fails:

a) To sign the Contract within the stipulated time: or

b) To furnish Performance Security within the stipulated time and valid till the end of warranty

period.

B.9.2 COST OF RFP:

A complete set of Bidding documents may be purchased / submitted by any of eligible Vendors from this

office upon payment of a non refundable fee of Rs. 50,000/- (Rupees Fifty Thousand Only), in the form of a

Demand Draft / Banker’s Cheque in favour of Bank of Baroda payable at Mumbai. The same is available on

our Bank’s website, www.bankofbaroda.com and can be downloaded from the website. In case the Bid

document is downloaded from the website, the price of Bidding document will have to be handed over

separately along with a non refundable Demand Draft / Banker’s Cheque for Rs. 50,000/- in favour of Bank

of Baroda payable at Mumbai at the time of submission of the Bid.



The Bids shall be addressed and submitted to:

The General Manager

(e-Business, CMS, NRI Services & BPR)

Bank of Baroda

Baroda Sun Tower

C-34, G-Block, Bandra-Kurla Complex

Bandra (East)

Mumbai 400 051

The bids (arranged as mentioned above) are to be submitted at the 7th floor of the Baroda Sun Tower Dept.

of e-Business, with appropriate labels, at the above address before the due date & time as specified. The bid

submitted anywhere else is liable to be rejected.

It may be noted that all queries, clarifications, questions etc., relating to this RFP, technical or otherwise,

must be in writing only and should be to the nominated point of contact.

Bidders should provide their e-mail address in their queries without fail.

The Bidder will submit an undertaking specifying that the Bidder has obtained all necessary statutory and

obligatory permission to carry out project works, if any.

The proposal should be prepared in English in MS Word format. The e-mail address and phone/fax numbers

of the Bidder should also be indicated on the sealed cover.

Formats of Bids: The Bidders should strictly use the formats prescribed by the Bank in the RFP for submitting

the eligibility bid; the technical and the commercial bid.

B.9.3 Performance Bank Guarantee:

Successful Vendor also has to furnish a Performance bank guarantee of Rs. 10,00,00,000/- (Ten Crores

Only)in addition to the bid security (EMD)/, issued by any reputed Scheduled Commercial Bank in India (other

than Bank of Baroda) in favour of Bank of Baroda. Performance bank guarantee has to remain valid up to 3

months after the expiry of the contract. In case of extension of contract the successful Vendor has to extend

the Bank guarantee for the extended period (exceeding three months of the currency of contract) as per

stipulation in the SLA.

B.10 General Terms and Conditions

B.10.1 Adherence to Terms and Conditions:

The Bidders who wish to submit responses to this RFP should note that they should abide by all the terms

and conditions contained in the RFP. If the responses contain any extraneous conditions put in by the

respondents, such responses may be disqualified and may not be considered for the selection process.

B.10.2 Execution of SLA/NDA:

The Vendor will execute (a) a Service Level Agreement, which would include all the services and terms and

conditions of the services to be extended as detailed herein and as may be prescribed by the Bank; and (b)

Non-disclosure Agreement. The Vendor will execute the SLA and NDA within one month from the date of

acceptance of Letter of Appointment.



B.10.3 Other terms and conditions:

Bank of Baroda reserves the right to:

• Reject any and all responses received in response to the RFP

• Waive or Change any formalities, irregularities, or inconsistencies in proposal format delivery

• Extend the time for submission of all proposals

• Select the most responsive Bidder (in case no Bidder satisfies the eligibility criteria in totality)

• Select the next most responsive Bidder if negotiations with the Bidder of choice fail to result in an

agreement within a specified time frame.

• Share the information/ clarifications provided in response to RFP by any Bidder, with any other

Bidder(s) /others, in any form.

• Cancel the RFP/Tender at any stage, without assigning any reason whatsoever.

B.10.4 Substitution of Project Team Members: During the assignment, the substitution of key staff identified for the assignment will not be allowed

unless such substitution becomes unavoidable to overcome the undue delay or that such changes are

critical to meet the obligation. In such circumstances, the Vendor can do so only with the concurrence of

the Bank by providing other staff of same level of qualifications and expertise. If the Bank is not satisfied

with the substitution, the Bank reserves the right to terminate the contract and recover whatever

payments made by the Bank to the Vendor during the course of this assignment besides claiming an

amount, equal to the contract value as liquidated damages. However, the Bank reserves the right to insist

the Vendor to replace any team member with another (with the qualifications and expertise as required

by the Bank) during the course of assignment.

B.11 Professionalism: The Vendor should provide professional, objective and impartial advice at all times and hold the Bank’s

interests paramount and should observe the highest standard of ethics while executing the assignment.

B.12 Adherence to Standards: The Vendor should adhere to laws of the land and rules, regulations and guidelines prescribed by various

regulatory, statutory and Government authorities

B.13. The Bank or other regulatory authorities reserves the right to conduct an audit / ongoing audit of the

services provided by the Vendor.

B.14 The Bank reserves the right to ascertain information from the banks and other institutions to which the

Bidders have rendered their services for execution of similar projects.

B.15 Expenses:

It may be noted that the Bank will not pay any amount/expenses / charges / fees / travelling expenses /

boarding expenses / lodging expenses / conveyance expenses / out of pocket expenses.

B.16 The bid should contain the resource planning proposed to be deployed for the project which includes,

inter-alia, the number of personnel, skill profile of each personnel, duration etc.



B.17 Terms of Payment: The Vendor’s fees will be paid in the mutually agreed manner for each item/activity which is described

in the Commercial Proposal

B.18 (a) Penalty and Liquidated Damages :

The selected Vendor/service provider (other than the existing Vendor service provider, if selected) shall

commence take-over of the existing network of Bank’s ATMs within three weeks of the signing of the

contract and shall complete the complete take-over of the entire network / all ATMs within a maximum

period of 8 to 10 weeks from the date of commencement of take-over. For the transition period, the

Vendor/service provider shall commence services as detailed in this RFP from the date of take-over of

each ATM. For any delay in delivery and commissioning beyond 8/10 weeks + three weeks from the date

of Purchase Order issued by the Bank, the Bank reserves the right to charge Penalty at the rate of 0.5 %

of the cost of the Contract price of the services per week subject to a maximum of 10% of the Total Cost

of the Contract price of the services.

However, if there is delay beyond the above period and/or amendments thereon, due to reasons

attributable to the Bank and / or the out-going Vendor/service provider, such period will be exempted

from computation of delay for the purpose of Penalty and Liquidated Damages. The Vendor shall have to

produce document showing "Reasons for delay to commence / completion of work" from the

representatives of Bank of Baroda and to undertake to complete the take-over work within next one

week of confirmation of readiness by the Bank. This, however, does not preclude the Bank from invoking

the Performance Guarantee, if warranted, as per the terms of this RFP.

If the selected Bidder fails to complete the due performance of the contract in accordance to the

specifications and conditions agreed during the final contract negotiation, the Bank reserves the right

either to cancel the contract or to accept performance already made by the Bidder. The Bank reserves

the right to recover an amount as deemed reasonable by the Bank as Liquidated Damages for non-

performance.

Both the above Penalty and Liquidated Damages are independent of each other and are applicable

separately and concurrently.

B.18 (b) Force Majeure:

In case the selected Bidder is prevented from performing any of his obligations under this proposal by

reason of any cause beyond its reasonable control, such as fire, earthquake, riot, strike, war etc. the time

for performance shall be extended until the operation or such cause has ceased, provided the party

affected gives prompt notice any such factors or inability to perform, resumes performance as soon as

such factors disappear or are circumvented. If under this clause the Bidder is excused performance of

any obligation for a continuous period of ninety (90) days, then the Bank may at any time hereafter while

such performance continues to be excused, terminate this agreement without liability, by notice in

writing to the other

Liquidity Damages is not applicable for reasons attributable to the Bank and Force Majeure.

B.19 Indemnity: The Bidder shall indemnify, protect and save the Bank against all claims, losses, damages, costs,

expenses, action suits and other proceedings, resulting from infringement of any patent, trade

marks, copyrights etc. by the Bidder. The Bidder shall always remain liable to the Bank for any

losses suffered by the Bank due to any technical error and negligence or fault on the part of the



Bidder and the Bidder also indemnifies the Bank for the same in respect of the hardware and

software supplied by him by executing an instrument to the effect on a Non-Judicial stamp paper

that Bank may sustain on account of violation of patent, trademarks etc. by the Bidders.

B.20 Authorised Signatory: The selected Bidder shall indicate the authorized signatories who can discuss and correspond with the

Bank, with regard to the obligations under the contract.

The selected Bidder shall submit at the time of signing the contract, a certified copy of the extract of the

resolution of their Board, authenticated by Company Secretary, authorizing an official or officials of the

company or a Power of Attorney copy to discuss, sign agreements/contracts with the Bank. The Bidder

shall furnish proof of signature identification for above purposes as required by the Bank.

B.21 (a) Applicable Laws and Jurisdiction of court: The Contract with the selected Bidder shall be governed in accordance with the Laws of India for the time

being in force and will be subject to the exclusive jurisdiction of Courts at Mumbai (with the exclusion of

all other Courts).

(b) Arbitration:

In the event of a dispute or difference of any nature whatsoever between Bank and the

Bidder during the course of the assignment arising as a result of this proposal, the same will

be settled through the process of arbitration conducted by a sole Arbitrator appointed by the

Bank. Arbitration will be carried out at Bank's office that placed the order. The provisions

of Arbitration and Conciliation Act 1996 shall apply to the Arbitration proceeding.

B.22 Cancellation of Contract and Compensation:

The Bank reserves the right to cancel the contract of the selected Bidder and recover expenditure

incurred by the Bank on the following circumstances:

• The selected Bidder commits a breach of any of the terms and conditions of the bid/contract.

• The Bidder goes into liquidation voluntarily or otherwise.

• An attachment is levied or continues to be levied for a period of 7 days upon effects of the bid.

• The progress regarding execution of the contract, made by the selected Bidder is found to be

unsatisfactory.

• If deductions on account of Penalty exceeds more than 10% of the total contract price.

After the award of the contract, if the selected Bidder does not perform satisfactorily or delays execution

of the contract, the Bank reserves the right to get the balance contract executed by another party of its

choice by giving one month’s notice for the same. In this event, the selected Bidder is bound to make

good the additional expenditure, which the Bank may have to incur to carry out bidding process for the

execution of the balance of the contract. This clause is applicable, if for any reason, the contract is

cancelled.

The Bank reserves the right to recover any dues payable by the selected Bidder from any amount

outstanding to the credit of the selected Bidder, including the pending bills and/or invoking Bank

Guarantee, if any, under this contract or any other contract/order.



B.23 Non Payment of vendor Charges/Fees: If any of the items/activities as mentioned in the price bid are not taken up by the Bank during the

course of this assignment, the Bank will not pay the vendor fees/charges quoted by the Vendor in the

Price Bid against such activity/item.

B.24 Assignment: Neither the contract nor any rights granted under the contract may be sold, leased, assigned, or

otherwise transferred, in whole or in part, by the Vendor, and any such attempted sale, lease,

assignment or otherwise transfer shall be void and of no effect without the advance written consent of

the Bank.

B.25 Subcontracting: The Vendor shall not subcontract or permit anyone other than its personnel to perform any of the work,

service or other performance required of the Vendor under the contract without the prior written

consent of the Bank.

B.26 Vendor’s Selection/Evaluation Process:

The evaluation/selection process will be done with combination of eligibility, technical competence and

commercial aspects as detailed here below.

Step 1 –

Eligibility Evaluation:( Step 1 will be to ascertain the eligibility of the Vendor/service provider/system

integrator / lead Bidder to bid for the project. )

Bidders who fulfil all parameters of eligibility criteria as per Annexure III will be qualified for technical

evaluation.

Step 2 –

Technical Evaluation: The evaluation of functional and technical capabilities of the Bidders of this RFP will

be completed in this step. The technical proposals only will be subjected for evaluation at this stage. The

Bidders scoring less than 70% marks (cut-off score) in the technical evaluation shall not be considered for

further selection process. Once the evaluation of technical proposals is completed, the Bidders who score

the prescribed cut-off(70%) score or more will only be short listed. In case, none of the participating

Bidders qualify on technical criteria and reach or exceed the cut-off score of 70%, then the Bank, at its

sole discretion, may qualify two Bidders on the basis of the top 2 scores, subject to the condition that

the score difference between the 2 top scorers is not exceeding 5%.

Step 3 –

Commercial Proposal Evaluation: The best and firm price should only be quoted (as per the format

enclosed).

a) The Vendor is requested to quote in Indian Rupees (‘INR’) only . Bids in currencies other than INR

would not be considered.

b) The prices and other terms offered by Vendors must be firm for an acceptance period of 180 days

from the last date of opening the commercial bid.



The prices quoted by the Vendor shall EXCLUDE all costs such as Government levies, service tax, any

other taxes, VAT, cess, excise and custom duties or similar taxes or duties etc. that need to be incurred.

The prices quoted will also include transportation to respective sites, installation and insurance till

completion of the acceptance by the Bank

Thus, Prices should be quoted excluding all taxes- only base prices be mentioned, however Bank will reimburse CST, VAT, octroi etc. etc. on actual basis after submission of the

Bill.

VAT and Service Tax are payable extra as per Invoice submitted by Vendor.

The commercial proposals of technically short listed Bidders will then be opened and evaluated for

completeness. If the commercial quote is incomplete either for not providing quote for all required

components or omitting to provide quote for a sub-component, it will be presumed that the

component(s) / sub-component will be provided without any additional cost to the Bank. The Bank may,

however, in its absolute discretion disqualify a Bidder whose commercial quote is found to be

incomplete. If it is found at any stage (before or after selection) that there is a calculation (addition,

subtraction, multiplication or division) mistake, then the final totalled price, notwithstanding the mistake,

will be considered as the offer price for evaluation. However, the price payable will be the lower of the

“correct total” and “incorrect total”.

Example A, if the price quoted is as under:

Component A: Rs. 1000/-

Component B: Rs. 0589/-

Component C: Rs. 2350/-

Total: Rs. 4939/-

In this example, Rs. 4939/- will be taken for evaluation. However, the price payable shall be Rs. 3939/-

Example B, if the price quoted is as under:

Component A: Rs. 1000/-

Component B: Rs. 0589/-

Component C: Rs. 2350/-

Total: Rs. 2939/-

In this example, the price taken for evaluation will be Rs. 2939/-. However, the price payable will also be

Rs. 2939/- only

Various stages of technical evaluation are presented below:

1. Paper evaluation based on response

2. Demo of tools(s), services – actual demonstration of tools(s) and not just PPT presentations

3. Site visits to Bidder’s locations where solution is already functional/implemented, including DC/DR,

call centre, operations centre etc.

4. Oral presentations and clarifications given to Bank’s evaluation team

5. Arriving at the final score on technical proposal

At the sole discretion and determination of the Bank, the Bank may add any other relevant criteria for

evaluating the proposals received in response to this RFP.



Bank may, at its sole discretion, decide to seek more information from the respondents in order to normalize

the bids. However, respondents will be notified separately, if such normalization exercise as part of the

technical evaluation is resorted to.

B.27 Commercial Bid Evaluation Criteria

It may be noted that commercial bids will be subjected to following evaluation process.

Based on the technical evaluation criteria, each Bidder will be given certain marks. Only those Bidders scoring

70% (70 marks out of 100) or above in the technical evaluation will be short-listed for commercial evaluation.

In case none of the participant Bidders scores 70% or more marks in the Technical Evaluation, the commercial

bid of only top 2 Bidders on the basis of technical evaluation will be opened and the one having the “least

price” will be invited for further negotiation of the contract.

Nominal quote provided by the Bidder will be discounted as per the formula given below. A comprehensive

“Score (S)” will be arrived at after considering the nominal commercial quote and the marks obtained in

technical evaluation with relative weights of 30% for commercials and 70% for technical proposal. The Bidder

with the highest score will be declared successful:

B.28 Computation Methodology for arriving at “Least Price / Least Quote”:

1. Cut - Off score for technical bid will be (70% marks or the top 2 scorers in case none of the Bidders

reaches the cut-off)

2. “Score (S)” will be computed for all Bidders having technical score of 70% or more

3. In case there is only one Bidder having technical score of 70% or more, the next highest technical

scorer will be considered subject to the fact that the inter se score difference does not exceed 5%. In

case, no Bidder is having score of 70%, or more Bank may, at its discretion, take up 2 top scoring

Bidders, having technical score difference not exceeding 5%, on technical evaluation and compute

the “Score” as per the table below

Bank will give 70% weightage to technical score while comparing the commercial quote. The procedure is as

under:

A ’Score (S)’ will be calculated for all qualified Bidders using the following formula:\

Where C stands for nominal price quoted, CLow stands for the price quote of the lowest nominal bid. T stands

for technical evaluation score and THigh stands for the score of the technically highest Bidder. X is equal to 0.3.

Example:

S.No. Bidder Technical

Evaluation

Marks

(T)

Nominal

Bid Price

(C)

(CLow / C) *

0.30

(rounding to

four decimal

points)

(T / THigh) *

0.70

(rounding to

four decimal

points)

Score (S)

(rounding

to four

decimal

points)

1 ABC 95 75 0.7867 *

0.30= 0.2360

1.00 * 0.70 =

0.70

0.9360



2 XYZ 87 65 0.9077 *

0.30=

0.2723

0.9158* 0.70

= 0.6411

0.9134

3 UVW 85 59 1.00 * 0.30=

0.30

0.8947 * 0.70

= 0.6263

0.9263

In the above example, ABC, with the highest score, known as, “least price” becomes the successful Bidder

Bank of Baroda reserves the right to negotiate the price with the finally short listed Bidder before awarding

the contract. It may be noted that Bank will not entertain any price negotiations with any other Bidder, till

the Least Price Bidder declines to accept the offer.



Section C: Back ground, Existing ATM infrastructure & Future plans

C.1 Background Bank of Baroda is one of the largest Public Sector Banks in India and has international operations in 26 other

countries. In India, the Bank consists of a branch network of more than 3300 branches. Bank of Baroda is

known as India’s International Bank and has a reputation of being at the forefront in the usage of cutting

edge technologies. While Bank has a vast network of Branches, Bank’s operations are fully automated and

the customers of the Bank avail of various alternate channels of delivery.

C.2 Existing Infrastructure:

Bank has deployed an ATM/POS switch Base24 at its Data Centre . The Switch software is supplied and

managed by M/s Financial Services Solutions Ltd, through its system Integrator M/s Hewlett Packard India

Sales Pvt. Ltd.

Bank has already installed around 1500+ networked ATMs connected to Base24 Switch. All ATMs are

connected either through Leased Line or through VSAT. Currently, M/S Diebold Systems Pvt. Ltd. is providing

Managed Services for Bank’s ATMs similar in scope to the services being desired in the current RFP.

Presently all branches across the country are issuing Debit cards for its customers and Bank intends to further

expand the reach of Debit card and deployment of additional onsite and offsite ATMs.

Bank is presently issuing VISA Electron Debit cards. Bank may also avail of other interchange agency besides

VISA electron in future. Debit card has enabled the customers of the Bank to use the ATM network of the

Bank for Cash withdrawals besides purchases on Point of Sale (POS) terminals / online purchases at various

VISA & MasterCard merchant locations. The ATM network of the Bank is also being used by customers of

other Banks for cash withdrawal and other services as agreed with NFS of NPCI.

All the ATMs of the Bank provide a number of services besides Cash withdrawal. The services delivered

through Bank’s ATMs to its Debit Card holders include:

(a) Depositing School/Institutional Fees

(b) Registering Mobile Numbers

(c) Registering for Mobile Banking services

N B : The services mentioned as above are illustrative - not exhaustive.

Bank plans to introduce many more services to be delivered through its network of ATMs, such as Mobile

Top-up, Payment of Direct Taxes , NEFT etc. etc.

The Base 24 switch is connected to VISA and MasterCard networks, as well as National Financial Switch (NFS).

Bank has tied up with VISA for issuance of Debit Cards and is soon launching Mastercard/Maestro debit cards

For acquiring business, it has tied up with both VISA and MasterCard.



Presently the operations of the Debit Card business are being handled through a fully owned subsidiary of

the Bank known as BOBCARDS Ltd., which has its own network for Credit card and is having gateway for both

VISA and MASTERCARDS. However, in future Bank may have its own/other service provider/agency for Debit

card transaction processing/management.

Currently, the managed services for Bank’s ATMs are outsourced to a service provider, namely Diebold

Systems Pvt. Ltd. The current contract will come to an end in the near future whereupon the successful

Bidder/respondent under this RFP will take over the Managed services of the currently deployed ATMs in

addition to providing managed services for the ATMs to be deployed during the currency of the agreement

arrived at pursuant to this RFP, as per detailed scope of work given in this RFP and finally agreed upon with

the finally selected service provider.

C.3 Future plans:

- Bank of Baroda Plans to expand number of ATMs/CDs around 4350+ by next 2 financial years as

under:-.

o Bank plans to install additional 1000 ATMs in off-site locations through OPEX model.

o Bank plans to deploy another 1750+ ATMs largely at on-site (Bank’s Branches) locations

under its ownership (On Zero-warranty Basis).

- Bank may upgrade all / some of the ATMs to Biometric ATMs by end of March-2012.

- Bank is planning to start issuing Chip based cards shortly, and may customize the ATMs accordingly.



Section D: Scope of Work

The broad scope of work under this RFP comprises of : -

D.1 Managed Services for existing and future ATMs, Network & Sites

a) Loading and un-loading of cash in the ATM by cassette swap method or add cash method, which

ever the bank decides.

b) Transportation of cash from nodal offices of the bank to ATM sites and vice versa.

c) Monitoring of cash in ATMs and optimization of idle cash holding so that at no time cash in an

ATM exceeds two times the average/peak cash dispensed per day for most of the ATMs (more

than 90% of ATMs) based on previous three months’ cash dispensing record except for festival

seasons or extended holidays when it can go up to three times. The optimisation has also to

ensure that no ATM is allowed to go dry at any time

d) Scheduling of cash delivery, Cash Management and forecasting etc

e) Cash EOD - minimum twice a week

f) Take-over of the self loading (by Bank) ATMs, if Bank desires

g) Cash verification by Bank as per Bank’s requirements – periodically and surprise

h) Real-time Alerts on low-cash/cash-out positions to Bank

i) Providing reports like:

i) Daily settlement report (T+1 basis).

ii) Fortnightly Cash Fore cast reports.

iii) Discrepancy Reports.

iv) Monthly Total Cash Report (vault-wise).

v) Cash Order report (ATM wise).

j) Reconciliation and settlement report for replenished and idle cash should be provided on a daily

basis.

k) The vaults should be equipped with cash sorting machines. The Vendor has to ensure that the

loaded notes in ATMs are ATM fit currency.

l) The Vendor has to submit soft copies of daily settlement file post monthly basis.

Note:

All statutory guidelines with regarding to cash replenishment should be followed by the service provider. In case of

Forged Currency Note or shortage of cash, the Vendor has to indemnify the Bank immediately unconditionally.

a) Receipt of services requests / complaints on 24 x 7 basis from Bank or Bank’s customers/ATM

users through web portal as well as through call centre

b) Clearing of receipt, journal and statement paper jams

c) Clearing card, envelope and currency jams

d) Remote management of ATMs and its parts

e) Remote management of electrical and Air-conditioning

D.1.1 Cash Services

D.1.2 First Line Maintenance of ATMs



f) Basic remedial maintenance

g) Basic preventive maintenance once a month

h) Rectification of site related problems (e.g.: Electrical problems, environmental conditions)

i) Checking and clearing of media-transports

j) General cleaning of ATM exterior, CRT/LCD screens, fascia.

a) Preventive maintenance once in every three months

b) Implementation of Hardware level Configuational Changes, wherever required/necessitated

c) Supply and installation of original (OEM make only) spare parts, wherever required, to take care of

breakdowns and natural wear and tear or aging of ATMs without any extra cost to Bank. If required

Bank shall provide the age, model & Make of ATMs.

d) Remote diagnostics of ATMs and its parts.

e) Vendor to provide 24 X 7 specialized Technical staff all necessary tools / systems/knowledge base

to help filed for quick resolution.

Note:

- The Vendor is expected to take full fledged responsibility of the ATM (both hardware&

software). Bank shall not pay any charges for fixing/replacing any spare parts for what so ever

reason. This comprehensive ATM AMC is also applicable for currency cassettes. Vendor has

to ensure cassettes are replaced with original cassettes

- Please note any ATM purchased by the Bank during the currency of Contract shall be on ‘0’

Warranty basis, the successful bidder has to manage and maintain all such ATMs.

- The Agents. Updates, Patches (or any other software component) etc. shall be provided by

the Bank through OEM.

D.1.4 Comprehensive AMC & maintenance of network equipment at off-site locations: The successful

Vendor has to enter into a comprehensive Annual Maintenance Contract with the Bank for existing

network equipments installed in VSAT ATMs. No extra charges shall be paid by the Bank during the

tenure of contract for maintenance of existing network equipments at offsite locations as well as the

new offsite network equipments to be installed.

a) Vendor has to ensure that all DVR installed in Bank’s ATM are working perfectly and has to take

necessary preventive maintenance in this regard.

b) Vendor will make efforts to retrieve images captured on Digital Video Recorder through online

pulling mechanism and will submit to Bank whenever requested. If in case the online pulling is not

possible, the vender engineer to visit the site and retrieve as per retrieval request given by the Bank

and submit the same to the Bank on CD for without any extra cost.

c) Vendor to provide online image retrieval software and image viewing software without any extra

cost.

D.1.3 Second Line Maintenance of ATMs

D.1.5 DVR Monitoring, archival and retrieval of video images:



d) Vendor has to ensure that DVR images are stored in ATMs on first-in-first-out basis at least for six

months.

e) Vendor has to deliver the image(s) within -12- hours whenever Bank Demands.

f) Realign lights at the sites to ensure that the images are clear and sharp enough to recognise the

identify of the person performing the Transaction.

The successful Vendor has to enter into a comprehensive Annual Maintenance Contract with the Bank for

existing AC and UPS installed (including replacement of batteries) in ATM sites. Vendor has to ensure all ACs

and UPS are in operational condition for 24X7X365. No extra charges shall be paid by the Bank during the

tenure of contract for any maintenance activity, Repairs, replacement of spares etc. etc. for existing AC and

UPS, what so ever.

a) Checking and fixing of door alignment, re-adjustment, greasing of roller shutters whenever required.

b) Checking of Access locks and resetting/re-aligning (if required).

c) Deep cleaning of ATM site including Signage on monthly Basis.

d) Replacement of Sun films of the Glass portion whenever required by the Bank.

e) Half yearly pest control & anti-rodent measures.

f) Replacement of Fuse lighting equipments.

g) Replacement of Broken Glass Pieces, Tiles, etc.

h) Fixing of minor or major cracks of plaster, wall and ceiling of the sites.

i) Both preventive and remedial measures for corrosion of metal equipments, walls etc.

j) Full / partial painting work if required.

k) Complete maintenance of Look and feel of the ATM sites etc. etc.

l) PM of the entire site i.e. earthing, power supply, stabilizer / isolation transformer be installed in case

of high and frequent power fluctuations.

The successful Vendor has to take full responsibility of pulling Electronic Journals from ATMs and archival of

the same at least for a period of -6- months. The Vendor has to provide the Electronic journals to Bank’s

reconciliation team on T+1 basis. The Vendor has to also provide Journal Prints (JP Rolls ) to the Base

Branch on weekly basis or whenever requested by the Bank.

Note:

- Vendor has to ensure that the success rate of EJ pulling is at least 98% on daily basis and 100% on T+1 basis.

- Bank may demand for EJs to be stored in encrypted format, with a sole private key to the Bank.

D.1.6 Comprehensive AMC for ACs & UPS:

D.1.7 Maintenance and housekeeping of ATM sites

D.1.8 Pulling of Electronic Journals and archival



a) Centralized content distribution to all ATMS within -24- Hours after Bank provides creative, and

provides details of Successful and unsuccessful upload of creative in ATM. Bank may request for such

distribution on ‘Group of ATM’ basis.

b) Replenishment of the following:

• Receipt printer paper*.

• Journal printer paper.

• Printer ribbons, ink cartridges.

c) Replenishment of Leaflets, forms, customer notices or educative or posters, advertisement flyers etc.

d) Remove damaged, distorted Leaflets, forms, customer notices or educative or posters, advertisement

flyers etc. From the ATM sites / display Racks.

e) Ensuring advertisement materials are uniformly distributed and available to all the ATMs. Placing

demand in case the advertisement material is exhausted.

f) Remove outdated advertisement material as demanded by the Bank.

*The receipt printer paper shall be supplied and installed by the vendor as per Banks Branding Guidelines. Bank

reserves the right to change the entire or part of the format and the advertisement printed in the back of the receipt

printer paper within- 30- days prior notice.

a)Supply of Access card reader, Access controller, Electro-magnetic door strike, Egrus switch &

Cables.

b)Providing and fixing in position ply paneling (without wooden skeleton framing) in 12 mm plywood

with 1.0 mm laminate of approved shade and make, in plumb, line and level complete as directed.

Ply to be of IS 303, BWR grade. Suitable cut out to be made in pillar for fixing access lock switch.

Conduiting to be done with 25mm PVC flexible pipe above the ceiling and routed from server point to

the access pillar.

c) Installation of access locks in existing ATM sites as desired by Bank.

a) Moving/tilting of machine for removing existing leveling screws.

b) Drilling 8”-10” holes in the existing flooring using concrete drill bits. Hammering metal sleeves in

these holes.

c) Repositioning the machines over the existing markings. Putting in Anchor fasteners - min. 6” long

anchor fasteners, preferably of Fischer make.

d) Applying resin adhesive (Araldite) over the finished bolt positions for improved bonding.

e) Repairing broke tiles, if any.

D.1.9 Content distribution, Replenishment & maintenance of Bank’s promotional literature/help guides etc

D.1.10 Installation and maintenance/AMC of Access Locks

D.1.11 Grouting of existing ATMs, wherever required or desired by Bank



a. De-installation of ATM, AC, UPS, VSAT and other associated equipment.

b. Acquiring Road Permits or any other statutory permission for shifting.

c. Payment of Octroi, Book Tax etc. (shall be reimbursed in actual)

d. Packing of ATM, AC, UPS, VSAT and other associated equipment.

e. Transportation and insurance of ATM, AC, UPS, VSAT and other associated equipment to the new

location.

f. Unpacking of ATM, AC, UPS, VSAT and other associated equipment once received on designated site

(New location).

g. Re-installation of ATM, AC, UPS, VSAT and other associated equipment, ensuring connectivity and

test that the ATM is in working condition.

Note:

The total Transportation process should be completed within -14- working days.

a) The Vendor to provide 24 X 7 support for incidence Management (Specify tool/software and provide

complete details).

b) Deliver system to provide automated fault detection and resolution.

c) Deliver system to do automatic dispatching to avoid delays. Automated Text messages to filed

engineers.

d) Deliver system to do automatic escalation in case of unresolved problems.

e) Ensure end user Uptime of 98% (8:00 AM – 12:00PM) and 95% uptime (12:01 AM – 7:59 AM) uptime

(except Planned Down time for Cash) of ATMs during the month.

f) To provide all reports of ATM down time related reports as desired by Bank.

g) Proactive management of ATMs and other devices.

h) Carry out remote resolution before actual dispatch.

i) Analyse machine performance and suggest improvement on monthly basis.

j) The Vendor has to ensure that all software patches and agents have been installed for activities like

EJ pulling, hardware monitoring etc.

k) Provide real time monitoring tool through which Bank can monitor the over all status and health of

ATMs, the real-time monitoring tool provided needs to be interactive and should be capable of

displaying detailed ATM details, Ticket status, capturing comments from Bank officials (Only central

level), dependency status etc. etc.

l) The vendor has to Provide any ATM downtime / SLA report as desired by Bank within -2- working

days.

Note:

- Bank shall not bear any cost of customization;

- Bank shall provide Traps, daily cash reports etc. on exiting format only. Any further customization has to be

done by the successful Bidder at Bidder’s own cost.

D.1.12 Shifting of ATMs & related equipment

D.1.13 Online real-time access to ATM monitoring by Bank:



The successful Vendor through its partners or sub-contractors has to

provide caretaker services as listed by the Bank. The Vendor has to take complete responsibility of the

following:

a) The Caretaker should always remain present at the site during his shift.

b) The Caretaker should be alert and attentive at all times when on duty.

c) Should ensure that the site is clean, electrical fittings are working and switched off when not

required, should ensure brochure racks are filled with brochures –in short, should take care of the

ATM site.

d) Should notify appropriate agency as and when required to replace bulbs, etc. or advise Management

Centre, Bank branch to which ATM is attached (or Base / concern Branch in case of offsite ATMs) or

any other officer designated by Bank.

e) The care taker should ensure that the Site is clean.

f) Should be dressed in uniform and should wear the name badge.

g) Should have minimum education – 10th passed.

h) Ensure that the care taker is not wearing shady uniform and displays proper behaviour with customer

is courteous.

i) Caretaker’s Age must be within 21 years to 45 years.

j) Vendor should have recruitment policy for caretakers including background check. The Vendor shall

not employ Contract Labour for caretakers.

k) The caretaker should be given necessary security training in method /modes of preventing burglaries

/attempts and raising alarms.

l) Maintain discreet internal surveillance of ATM.

m) Ensure cleanliness of glass surfaces.

n) Assistance to the customer like filling up forms (only if customer desires) excluding helping with

withdrawals or operating of ATMs on behalf of the customer.

o) Reporting of Technical snags.

p) Call police station, fire service, Branch Manager Etc. in case of emergencies.

q) Ensure that the ATM site is safe guarded.

r) Regularly watering of the earthing station.

Note:

- Bank shall provide list of ATMs where such services are required, how many shifts required, and

timing of Shifts etc .to the successful Bidders

-The Vendor has to under take full responsibility for compliance of all statute and regulations

including but not limited to Labour Laws (like minimum wages, hours of duty etc).

- Vendor has to provide the copies of Police Verification report for caretakers within -14- days from

the day of deployment of care-taker in any site.

D.1.14 Caretaker services (optional):



D.1.14.1: Patrolling Care Taker (optional):

Bank may ask the successful Bidder to deploy patrolling Care Takers where regular caretaker has not

deployed. The Scope of work under such services shall be as under:

a) -3- Times visit during a day to the sites assigned to him (after every eight hours).

b) Ensure the ATM site is clean.

c) Ensure the ATM is up and operational.

d) Reporting of Technical snags to the appropriate authority, if found any.

e) Call police station, fire service, Branch Manager Etc. in case of emergencies.

-Note:

- The selected Bidder r has to maintain a visit register to keep record of such visits, which shall be

verified by the Concerned Branch officials after every -3- days.

D.2 Site Implementation Services for new sites

The successful Bidder has to undertake full responsibility of ATM site erection, scope of work under this line

items are as follows:

A) ATM site:

I STANDARD ITEMS Specification

a) Tiles

450mm x 450mm OR approximate 600mm x 600mm vitrified

tiled flooring with 100mm skirting of Johnson/Bell/Naveen

Ceramics or equivalent make. Fixing in cement mortar 1: 5,

complete with cutting and joints filling. (Johnson - Atlanata, Bell -

MGCL 44, Naveen - Pearilino ).

b) False Ceiling Metal false ceiling, False Ceiling with finishing of joints, cutouts

to accommodate light fixtures.

c) Wall Construction Providing and Making 115mm thick brick wall in plumb and line,

cement mortar 1:4 including raking and curing complete.

d) Sand plaster 12 mm thick sand plaster in cement mortar 1:4 including curing,

in line and level.

e) Plaster of Paris Providing and applying Plaster of Paris punning of average

thickness 5mm on plastered wall surface in line and level.

f) Aircon Louvers P and F 150mm powder coated aluminium louvers of approved

color.

g) Main door - with anti-shatter film -

with customized door handle.

Providing and fixing Poly-carbonated door laminated with clear

anti-shatter film on one side comprising of approximate 150 mm

bottom and middle member, approximate 85mm top and

vertical members, aluminum Black powder coated members,

floor spring of Hemco, Everite, Hyper or ISI approved make, clip

sections, , providing and fixing color customized door handle to

fit on Door.



h) Wooden partition

Providing and fixing wooden partition comprising of 12 mm

plywood of make Century, Anchor or Greenply on both sides,

50mm x 50mm hardwood section , 600mm c/c both ways, fog

grey laminate of make Century, Formica or Euro 1.0 mm on one

side and enamel paint on other side, partition to accommodate

aircon Louvers, provision for exhaust fan, grooves, to be made as

per customized design. Ply to be of IS 303, BWR grade( For

internal work only ). Partition above false ceiling will be covered

with 12mm ply on the visible side. The rates for this portion will

be charged at 50% of the agreed rate.

i) Wooden flush door – 600mm x

2050mm

Providing and fixing wooden door frame with 30-32 mm thick

solid core flush door ( Both side commercial ), hot pressed,

grade with teakwood lipping patti, SS hinges - 3 nos., one dead

lock, finished with Fog Grey laminate 1.0 mm on one side and

other side with enamel paint.

j) Demolition of brick walls/ flooring

Demolition of existing single brick walls/ tiling including disposal

of rubbish

k) Wall Construction

Providing and Making 230mm thick brick-wall in plumb and line,

cement mortar 1:6 including raking with sand plaster 12 mm

thick in cement mortar 1:4 on both the sides with curing

complete, plaster to be rough finished if necessary for doing

POP.

l) Black Granite Flooring / front entrance

side walls

Jet Black Granite slab 18-20mm thick for flooring. Fixing in

cement mortar 1: 5, complete with cutting and joints filling.

m) Panelling with enamel paint.

Providing and fixing Aluminum Composite Panel (ACP)

comprising of 50mm x 50mm hardwood frame work, 12 mm

with trap door with magnetic catch / tower bolt arrangement,

finished with enamel paint. Ply to be IS 303, BWR Grade (For

inside work), Ply to be IS 710 Grade (For external work exposed

to atmosphere). (Trap door to be given only if the above item is

used for shutter covering outside the ATM center.)

n) Enamel paint Providing and applying three coats of 1st quality Enamel paint

including scraping the surface clean.

o) External fixed glazing

Providing and fixing external fixed glazing comprising of 8 mm

Modifloat, Saint Gobain, Asahi make clear glass with top, bottom

and vertical frame comprising of black powder coated aluminum

members, glass to be laminated with clear antishatter film on

one side. Approximate 100mm top & bottom member,

approximate 100mm vertical members.

p) Lighting in porch area Providing and fixing recessed, 2 x 18W PL .



q) External paving Providing and fixing chequered paving tiles in cement mortar 1:5

in line and level

r) Panelling with 1.0 mm laminate

Providing and fixing in position ply panelling with hardwood

framing of 50mm x 38mm section at 600mm c/c both ways, 12

mm plywood with 1.0 mm laminate of approved shade and

make, in plumb, line and level complete as directed. Ply to be of

IS 303, BWR grade. Panelling above false ceiling will be covered

with 12mm ply without laminate.

s) Electric main switch Providing and fixing of main switch 63 Amps. 415 volt T.P.N. with

HRC fuses. (Make CPL, L&T or ISI).

t) Moulding on granite/ marble Making half round moulding on granite/ marble with polish.

u) Greasing of shutter Greasing of shutter.

v) Conducting for earthing Providing and fixing 10 SWG copper earthling wire with

conducting.

w) Plastic Paint Providing and Fixing plastic paint of Asian /Nerolac/ ICI / JNN

with surface preparation, primer and putty complete.

x) Signage Wiring

Providing & fixing of 3 x 4 mm & copper flexible wire & PVC

conducting of ISI make complete with all accessories like saddles,

bends etc.

y) Connectivity for the VSAT / lease lines

Providing & fixing of 40 mm PVC conduit of ISI make with

saddling complete for connectivity from dish antennae on the

roof top to the ATM.

z) CFL

Providing & Fixing recessed mounting luminaire with

approximate mirror optics with 4 x 18W Fluorescent lamps,

fixture make Philips, Wipro, Opelite, Crompton, Clipsal, Bajaj

Fluorescent Lamp of Surya, Bajaj, Crompton, Philips make. The

size of the fixture as per the manufacturers standards. Copper

Ballast.

Aa) CFL Providing & Fixing Fluorescent lamp of 40W of Bajaj, Philips,

Clipsal, Wipro, Opelite, Crompton make. Copper Ballast.



Ab) Electricals with UPS cabling

Providing and Fixing, MK, CPL, Anchor, Crabtree Havells, Clipsal

make switches/ sockets, wires of Anchor, Crabtree havells,

Finolex, Polyplast, Polycab, Pagoda make , 5/15 A 6 pin socket

with 16 A switch - 9 points comprising as ATM - 2 nos, NIU - 2

nos, one each for Monitor, Camera, Text interface, Card Access

and Spare power point, 4 nos. Metal clad with 20A MCB - 2 each

for Aircons & UPS input and output, 4 nos. light points

comprising of 6A Single switch for Tubelights, spotlights, signage,

internal earthing with 1/18 earthing wire, 4 mm2 - 3 core cable

for aircons, and 1.5 mm2 wire for light points, 3 phase 4 Way

Distribution box of MDS, Crabtree Havells, Indo Krupp, Indo

Asian make with 4 Pole ELCB 63 A 300 mA, appropriate nos. of

20 - 30 A SP MCBs, 40A 2 pole MCB - 1 nos, MCB makes all the

wiring to be in PVC conduit with proper saddling and bends

wherever necessary. For UPS - Providing and Fixing SPN DB with

appropriate MCBs, 2 nos. 15 A tops, cables for input and output

to and from UPS.

Ac) Earthing station

300 x 300 x 3 mm Copper plate earthing stations with earthing

resistance less than 2 ohm including watering PVC/ GI pipe with

funnel, excavation in soft murrum and backfilling, salt and coal

filling linlayers, 254mm x 254mm masonry chamber with sand

plaster, RCC or cast iron lid, earthing connectivity to be in 10SWG

copper wire in PVC conduit from bottom of the pit to the existing

ground level, complete.

II FIXED COMPONENTS Specification

a) Stabilizer for AC 4 KVA voltage stabilizer of ISI mark

b) Chair 1 no. Reputed make plastic chair (ISI marked) with handles for

security guard

c) Fire extinguishers 5 kg. capacity CO2 gas type Fire extinguisher of Minimax ,

Ceasefire or New age make

d) Visual Merchandising

Designer level customized branded Information Panel, Writing

ledge, Cheque deposit box ; 16 swg cr imported metal, die

pressed with powder coat , duco of ral / dupont make, pp

coating for protection against uv light and for scratch resistance;

50x8 csk mirror cap wooden threaded metal screw.

e) Customized ATM Guide, wall mounted Customized ATM guide with digital printing and wall mounted

on studs.

f) Customized Sticker set Color Customized user stickers for ATM input / output devices ,

access lock / release bell, entrance door.

g) Customized Designer strip Customized designer strip ( to house VSS camera wherever

necessary ), stud mounted.

h) Magnetic Fan P and F 152mm magnetic fan



i) Poster Frames - Wall Hung

2 sheets of 914mm x 610mm clear acrylic (poster to be

sandwitched in between). Outer sheet is 5 mm thick and

bevelled crystal edge polished for 19mm at 8-10 degrees on all

sides in the front. Rear sheet is 5 mm thick flat.

j) Storage Shelf

Providing and fixing two numbers of wooden storage shelves of

approximate size 533mm x 610mm OR one shelf of 610mm

width x 1220mm length comprising of 18mm wooden ply

finished with laminate on all six sides, supported on wooden

frame, provision of wire managers,

III Optional Items Specification

a) Gypsum panelling. P and F in position 12mm thick Gypsum sheet on one side with

GI frame section in line and level.

b) Gypsum partition

P and F in position 12mm Gypsum Partition comprising of

Gypsum sheet on both sides of partition with GI frame section in

line and level.

c) Red Granite Red Black Granite slab 18-20mm thick for flooring. Fixing in

cement mortar 1: 5, complete with cutting and joints filling.

d) Rolling shutter P & F rolling shutter of 20 guage MS sheet, including floor locks,

guide rail, first quality enamel paint colour X072.

e) Air conditioners Window 1.5 T window A.Cs of Voltas/LG/Carrier/Amtrex/Hitachi/Samsung

make.

f) Window aircon installation window aircon installation

g) Window A.C. Frame P/ F window aircon frame of stone or hardwood.

h) Storage Cabinet

Wooden Storage Cabinet made with ply, on all four sides, 4

shelves inside with wire manager slots, finished with enamel

paint in interior and 1.0 mm laminate finish on exterior,

appropriate slots to be made for air circulation on either sides,

approximate size 610mm x 762mm x 1524mm, Size of cabinet

and nos. of shelves subject to size of UPS, batteries and NIU.

i) Fabrication work for porch

construction.

Providing and making porch comprising of 50 x 50 x 6 mm ISMA

framed structure with anchor fasteners bolted to the main

structure. The measurement shall be for the total surface area

of the porch. Length x ( Top + Front + Bottom ) .

j) P.C.C. 1:3:6 Providing and doing Plain Cement Concrete of 100mm thickness

including curing.

k) Wiring for Lollypop 2 core - 4mm2 copper flexible cable of approved ISI make.

l) Glazed tiles on dado Providing and fixing ceramic glazed tiles of 300 x 200 mm on

dado up to a height of ________.

m) M.S. Grill. P and F of MS grill comprising of 12mm MS square bars at

230mm c/c both ways , finished with enamel paint.



n) Connectivity for the VSAT / leaselines

Providing & fixing of 40 mm PVC conduit of ISI make with

saddling complete for connectivity from dish antennae on the

roof top to the ATM beyond 10 r.mtrs.

o) 5/15 Power point Providing & Fixing power point of 5/15 A with switch and wiring.

(Within ATM center)

p) External fixed glass glazing full height 12mm modifloat glass

q) Wooden box over fixed glazing 2x2 teakwood frame with 12mm plywood finish with enamel

paint

r) Bank logo Stainless steel make on back of ATM wall

s) Lighting wiring for 12 no points p/f 2 nos spot wall mounted fluorescent

light

t) Poster frame small 610mm x 457mm with acrylic sheets

u) Main cabling 4 core 4mm2 copper cable

B) Air conditioning

Item Preferred Specifications

Air conditioners Split (including piping) 1.5T High Wall Split A.Cs with time device, cordless remote of reputed

make . Copper, drain pipe length up to 3 Rmt.

Split aircon installation Installation of indoor blower units and outdoor condenser units.

Timer for Air conditioners Providing and installation of Switch timer for alternate operation

between 2 aircon units.

Caging for aircon condenser units P and F M.S. Caging duly painted with enamel paint.

Aircon extra piping Copper, drain piping with power cable, if more than 3mt

Stabilizer for AC 4 KVA voltage stabilizer of ISI mark

C) Signage:

Quality Specifications for “Back-lit” –

Item Specifications

Fascia Flexible substrate – The properties are given in Table 1.

Graphics to be computer-cut with translucent cast vinyl matching the Pantone Ref.No.1655C.-

Properties as per Table 2.

Sign

Cabinet

MS Box from 25mm x 25mm 18 swg MS square pipes along with 25mm x 25mm 18 swg MS

stiffeners. The frame to be covered with 1.5 mm thick Aluminum sheet powder-coated (orange)

on outer side for top, bottom, & sides, and 26 G GI sheet (painted from inside) for back panel,

with drip cap.

Tensioning Aluminum extrusion – Milliken tensioning system with rubber gasket

Electrical 1 tube light for every 0.37sqmt along the length of the sign Tube light overlap must be minimum

75 mm to prevent dark spots All electrical to be Philips make



Table 1 - Physical Properties (Flex Substrate)

Property Metric Units (Range)

Service Temperature Change -25* to + 70 * C

Light Transmission (opacity) 25 % (Minimum)

Tensile strength (minimum)

Tear weft

Tear Warp

Tensile Weft

Tensile Wrap

16.0 kg / cm

18.0 kg / cm

27.0 kg / cm

27.0 kg / cm

Weight 785 gr / metre square

Characteristics Substrate Polyester scrim embedded in a white-pigmented vinyl

Thickness 23 to 28 mils

Table 2 - (Translucent cast vinyl)

Property

Metric Units

Tensile Strength

Applied Shrinkage

Service temperature range

0.8 kg / cm at 22*C

0.5 mm

-40*c to +75*C

Adhesion Characteristics

Adhesion (acrylic and uncoated, clear

polycarbonate)

0.7 kg / cm

ONLY 3 M materials is to be used, i.e.

Flexible substrate : 3 M Panagraphics – II

Vinyl : 3 M Scotchcal translluscent vinyl – 3630-44

Color: Orange - Pantone 1655 C

A) Power Conditioning Equipments

Item Specification

UPS with batteries

2KVA UPS of reputed make with 4 hours battery backup on full load

(Does not include bypassing equipment like servo stabilizer and isolation

transformer).

UPS SNMP Card to enable remote monitoring

Voltage stabilizer for UPS

(as per requirement) Voltage stabilizer of reputed make of required capacity

Isolation Transformer

(as per requirement) Isolation transformer of reputed make



E) UPS:

Topology - On-Line (Standalone UPS with single set Battery Bank)

Technology – IGBT

Redundancy - Redundant capability with optional automatic redundant switch

Input Voltage - Single Phase Input 230V, Range - -30% to +21%

Input Frequency - Frequency Range - 45 - 65Hz Autosensing

Output Voltage - Single / Three Phase Output , Range - 220 - 230VAC, Regulation - +/- 1% Static, 5% for Dynamic Loads

Output Frequency - Frequency Range - 50 Hz, Frequency Regulation - +/- 0.1% synchronized to battery

Output Wave Form - Pure Sinusoidal

Crest Factor < 3:01

Overload ratings - 105% infinite.

Transfer Time (with Full Load) - < 0ms

Bypass – Automatic

Noise Level - < 50dB

Efficiency - Overall at Full Load - 92% Minm.

Power Factor - 0.7 pf for 2 KVA

Indication - Input Mains ON, System Overload, Battery Low, Mains Fail, Inverter Fault,

Inverter Trip, Battery Trip, Load on Battery, Load on Bypass

Alarm - Battery Low, InverterON(Mains Fail), Inverter Fault

Metering - Output Voltage , Output Current

Interface - DOS/Unix/Netware/Windows with necessary H/W and S/W

Power Management software to be compatible with Windows 98/NT/2000/XP, Novel Netware, Sun Solaris

Linux.

Battery - SMF Batteries with Back-up time upto 4 Hrs.with suitable Rack to house Batteries

(Pls specify no. of batteries & its V/AH rating in each category)

Battery Make - Rocket / Panasonic / Exide / Hitachi / CSB / Amar Raja(Johnson Control)

Warranty – Two Year On-Site on UPS and Two Year On-site on Batteries.

Certification/ Approvals - International Std. Certifications viz. UL /CE/ TUV / ERTL

Safety - IEC 60950, EN 50091-1-1 , UL 1778

LED - On line, On battery, Overload, Fault, Replace battery and bypass operation

Audible Alarms - On battery, Low battery, Overload etc

Remote Monitoring/power Mgmt facility -Internal SNMP Card(Provision) for monitoring thru web remotely.

Other Features - Graceful server shutdown, Paging / email facility. Real time graphical display of power

UPS Status,. Access should be password protected with MD5 authentication security. Should integrate

with popular NMS like IBM Tivoli, HP Open View, TNG Unicentre etc.

Capability to add management cards (remote management, additional ports, temp/humidity monitor)

Should be able to do a Cold Start

Note:

- The site construction shall be considered to be completed only after obtaining certificate from the Bank’s

Architect.

- Any deviation from the above specification is subjected to the prior approval of the Bank.

- No Site AMC shall be paid by the Bank for the first -12- months after the site construction is completed.

- Vendor has to ensure all the Items supplied during the Site construction are new.

- The Vendor has to undertake a feasibility test before construction of site and shall suggest the Bank to install

insulation transformer, stabilizer etc. during commissioning of the site. Bank shall not bear any additional

expenses incurred due to voltage fluctuation or any other power issues after commissioning of the site.



Section-E: Payment Terms, Penalty Metrics & Rewards

E.1: Payment Terms

Item Payment Term Payment Authority

Caretaker Services. Post monthly Basis Central Office.

Cash Services. Post monthly Basis Central Office.

First Line Maintenance. Post monthly Basis Central Office.

Second Line Maintenance (Comprehensive

ATM AMC).

Post half-yearly Basis Concerned Regional

Office.

Consumable Replenishment & Management

Services.

Post monthly Basis Concerned Regional

Office.

Incidence Management Services. Post monthly Basis Central Office.

DVR Monitoring and Archival of images. Post monthly Basis Central Office.

Comprehensive AMC for AC and UPS. Post half-yearly Basis Concerned Regional

Office.

Comprehensive AMC for ATM sites. Post half-yearly Basis Concerned Regional

Office.

Comprehensive AMC for Network

Equipments (only offsite VSAT ATMs).

Post monthly Basis Concerned Regional

Office.

Network Connectivity for VSAT ATMs. Post half-yearly Basis Concerned Regional

Office.

Pulling of Electronic Journals (EJ) and

Archival.

Post half-yearly Basis Central Office.

Content Distribution & Replenishment of

Advertisement Materials.

Post yearly Central Office.

Grouting of ATMs. After submission of bill with

Branch / Regions Office’s

installation Certificate.

Central Office.

Material Supply and Site Commissioning. 70% - After Commissioning

30% - Architect’s Certificate.

Concerned Regional

Office.

Supply and Installation of Access lock. After submission of bill with

Branch / Regions Office’s

installation Certificate.

Central Office.

Equipment Shifting Submission of Bill. Concerned Regional

Office.

E.2 Penalty Matrix:

E.2.1) Penalty for Delay in starting of services:

For any delay in starting services more than -24- hrs for any reason, Bank of Baroda will charge penalty

@ Rs. 1,000 per day or part thereof. The bank may consider cancellation of order for delay more than

stipulated period.



E.2.2) Penalty for Down Time:

For Managed Services, graded penalty rates will be applicable as per the downtime percentage and

penalty charges will be applicable as follows and the same shall be assessed and charged on monthly

basis and shall be monitored for each ATM.

For computation of uptime end user uptime/availability shall be taken in to consideration (except for

Bank’s planned downtime)

• Clause -1

ATM Downtime Penalty deduction criterion

ATM available for customers below 50% 100% full month Charges on CASH, SLM, FLM, VSAT, AC & UPS

AMC.

ATM available for customers above 50% but below and

equal to 80% 50% full month Charges on CASH, SLM, FLM, AC & UPS AMC.







• Clause -2

Continuous down time of any ATM for more then -8- hrs shall attract a penalty of Rs. 10,000/- per

day. This clause supersedes clause-1.

• Clause-3

Over and Above to clause-1 & 2, any incidence of more than 40% ATMs of any particular city shall

attract a penalty of Rs. 20,000/- per incidence.

Note:

- VSAT AMC deduction applicable only if site is on VSAT.

- In addition to the above penalty, for each Cash-out Incidence for what so ever reason, penalty at the rate of Rs.

5,000 per incidence will be charged.

E.2.2) Penalty for Delay in ATM site construction:

Vendor has to under take full responsibility for commissioning sites within -20- working days after receipt

such order from the Bank. The Vendor has to do a detailed feasibility study prior to site construction. And has

to come out with the best feasible and cost effective option. Any delay for such activity shall attract penalty

of Rs. 20,000 per day form the 21st

day onwards from issuance of written order.

E.2.3) Penalty for non compliance to other services is listed below:

Sr. Service Type Measure Expected compliance level Penalty for non-compliance

1 Care taker Absenteeism 100% a) If not found at site for more than 2

hours, then 1 day’s salary would be

charged



b) If found absent for more than 1 day

then 50% of monthly care taker’s

service price will be charged in that

month

c) If the care taker is absent for more

than 7 days then 100% of monthly care

taker’s service price will be charged in

that month

d) Misbehavior with customer, on duty

alcohol influence, smoking inside the

ATM cabin anti social activity, allowing

access to ATM cabin to un-authorized

personals, accepting / demanding /

soliciting undue gratifications from

customers etc. will attract a penalty of

Rs. 10,000/- per incidence. If reports are

being found very frequent Bank may

terminate the CT services of the

particular site.

e) Shabby uniform or no uniform,

indecent appearance etc. shall attract a

penalty of Rs. 1000 per incidence.

2 AMC for AC Working condition Resolution within -24-hrs. of

call logged

Rs 500 per day from the 2nd day

onwards from the day of call logging for

the first 7 days. Rs. 2000 form 8th

day

onwards.

3 AMC for UPS Working condition Resolution within 1 day of call

logged

Rs 1000 per day from the 2nd day

onwards from the day of call logging for

the first 7 days. Rs. 3000 form 8th

day

onwards.

4 AMC for Site Look and feel 100% a) Rs. 1000 per incident if found

shabby/unclean or unwanted

material in the any visual part of the

ATM site (includes signage).

b) Rs. 1000 per week till Vendor fixes

up Broken or discolored Tiles / Glass

piece/ wall Plaster or ceiling, door

alignment problems, tore sun films,

Corrosion in the metal parts *

c) Un-replaced fuse lighting

equipments shall also attract a

penalty of Rs. 1000 per incidence.

5 Consumables Availability 100% Rs 1000 will be charged for each

incident of consumable not available

within -2- hours(If a complained

received from a customer or bank

official)

6 DVR Availability 100% Flat Rs. 25,000 shall be charged if the

Vendor fails to provide any DVR image

(within -6- months) Bank asks for.



7 EJ / JP Availability 100% Flat Rs. 25,000 shall be charged if the

Vendor fails to provide EJ or JP of any

particular Transaction (for transactions

within -6- months) Bank asks for.

Penalty can go up to 50,000 if fails to

provide both.

*Not applicable for fist -2- months after singing the contract.

E.3) SLA Rewards:

- 50% of the Penalties shall be refunded if all terms are achieved as defined in SLA

stipulations for Next -3- consecutive months . (for that ATM)

- Remaining 50% of the Penalties shall be refunded if all terms are achieved as defined in

SLA stipulations for Next -3- succeeding months for that ATM (ie, from 4th

months onwards)



Section-F: Checklist, Annexure and Appendices

F.1 Check List of Envelopes

Sr.

No. Section Heading Proforma Given

Eligibility Bid envelope to contain the following

1. Vendor’s profile Appendix –IV(C)

2. Compliance Certificate Appendix - I

3. List of Service Centers / Channel Partners Annexure - II

4. Compliance with Eligibility Criteria Annexure - III

5. All supportive Document as per Annexure III & IV Annexure - IV

6. Demand Draft for Application Money -

7. Bank Guarantee for Bid Security from a Reputed Bank Appendix - II

8. Soft copies of all the Items as listed above (Sr. No. 1 – 7) Bidder to Provide

1. Cover Letter Appendix -III

2. Executive Summary Bidder to Provide

3. Detailed Profile Appendix –IV(A)

4. Detailed Experience Appendix –IV(B)

5. Technical Expertise of The Bidder Appendix –IV(C)

6. Infrastructure of the Bidder Appendix –IV(D to G)

7. Bidder Management / Project management Capabilities Appendix –IV(H)

8. Migration Strategy Appendix –IV(I)

9. Track Record of the Bidder and It’s subcontractors Annexure V (A & B)

10. All supporting document (as per Sr N0. 3-8, wherever required) Bidder to Provide

11. Commercial Bid Format without amounts (Masked) Commercial Bid format

Part-1, Part-2 & Part-3

12. Soft copies of all the Items as listed above (Sr. No. 1-11) Bidder to Provide

1. Commercial Bid with amounts

Commercial Bid format

Part-1, Part-2, Part-3 &

Part-4

2. Soft copy of the commercial Bid in Excel Sheet(Ms-2003 *.xls format) Bidder to Provide



Annexure-I

F.2 Company Profile

Details filled in this form must be accompanied by sufficient documentary evidence, in order to verify the

correctness of the information.

S. No Item Details

Document Submitted

(Please mention section and

page number and highlight the

key attribute)

1 Name of Company

2 Postal Address

3 Physical address of the Main office

4 Telephone and Fax numbers

5 Constitution of the Company :

Company Registration Number

(Please submit Registration Certificate)

6 Name and designation of the person authorized to

make commitments to the Bank of Baroda

7 Mobile, Telephone, Email Address of the person

authorized to make commitments

8

Whether any of the family members of Directors/

Majority share holder/ Authorized signatory working

with Bank of Baroda

If yes, please

provide

details.

9 Year of commencement of Business

10 Sales Tax Number

11 Income Tax Number/PAN Number

12 Brief Description of after sales service facilities

available with the Firm

13 Income Tax Clearance Certificate

14 Copies of Income Tax Returns filed during

Last -3- years.

15 Copies of the Audited Balance sheet and Profit & Loss

Accounts of last -3- years (With audit report)

16

Average turnover of last -3- year’s period from ATM

business. (Please submit auditor certificate if not clear

from Audited balance sheet.



Appendix -I

[Company letter Head]

To,

General Manager Date:

(E-Business, Cash Management, NRI services & BPR)

Bank of Baroda

7th

Floor, Baroda Sun Tower

C-34, G-block, BKC Complex

Bandra (E), Mumbai 400 051

Dear Sir,

Re: COMPLIANCE CERTIFICATE for RFP No....... Dated..........

A) Having examined the Request for Proposal (RFP) the receipt of which is hereby duly acknowledged, we,

the undersigned offer to provide the desired services for ATMs in conformity with the said RFP and in

accordance with our proposal and the schedule of Prices indicated in the Price Bid and made part of this

bid.

B) If our Bid is accepted, we undertake the full responsibility of managing all ATMs listed by the Bank under

the scope of work as mentioned in the RFP document.

C) We confirm that, this offer is valid for a minimum period of 180 days from the last date for submission of

RFP to the Bank.(RFP closing date)

D) This Bid, together with your written acceptance thereof and your notification of award, shall constitute a

binding Contract between us.

E) We undertake that in competing for and if the award is made to us, in executing the subject Contract, we

will strictly observe the laws against fraud and corruption in force in India namely “Prevention of

Corruption Act, 1988” and that using any type of influence shall be a disqualification for participating in

the bidding process.

F) We agree that the Bank may alter the quantity of services mentioned in the RFP document.

G) We understand that Bank of Baroda reserves all rights to discontinue the contract in case of any

irregularities or delay in services, misrepresentation of profile or other un-lawful activity in connection

with this outsourcing.

H) We hereby declare that we have not been barred/black-listed by any regulatory / statutory authority and

we have the necessary powers and all statutory approvals required, permissions, licenses and certificates

to be appointed as a service provider and the same are still valid and subsisting.

I) In case our Bid is accepted then we shall allow Reserve Bank of India or their representatives

to inspect our record pertaining to the services to be provided to the Bank under this RFP.

Seal & Signature of the competent Authority:

Name:

Designation:

Date:



F.3 Details of Service Centers

Annexure II

Name of the Vendor_____________________________________________

# City Own or

Franchise

Postal

Address

Contact

numbers

Brief

Description

No. of

Engineer

Avg. Response

Time

1

2

3

4

5

6

7

…



F.4 Template for Submitting Eligibility Bid: Annexure-III

# Eligibility Criteria Document to Furnish Document Details

1

Vendor should be managing at least 1500 ATMs in India

under Managed Services contract (for entire scope of work

as contained in this RFP ) for at least last one year (from

the date of issuance of this RFP Document) for one or more

Banks. Put- together.

Credential Letter from Banks

Required on their letter head

Section No –

Page No –

(Please highlight the key

attribute using a colored

highlighting Pen)

2 The Vendor must have successfully commissioned at least

-500- ATM sites in India.



Section No –

Page No –



highlighting Pen)

3

The Vendor should have 24X7 ATM support center in India

with help line number and Managed Services infrastructure

pan-India in at least 80% of all the major centers* to provide

24x7 supports. Vendor should be able to provide support to

Bank’s ATMs at all the locations within India.

Completed Annexure IV Section No –

Page No –

4

The Vendor should be a registered company in India and

should have minimum turnover of Rs. 50 Crores for each of

the previous 3 years as per the Audited Financial Statements.

Audited Financial Statements

(Along with audit report) for

the financial years

2007-08, 2008-09, 2009-10

Section No –

Page No –



highlighting Pen)

5 The Vendor must have made cash profits for last three

financial years.

Audited Financial Statements

for the financial years

2007-08, 2008-09, 2009-10

Section No –

Page No –



highlighting Pen)

6 The Vendor should have its own 24X7 Remote Management

Center in India.

Vendor to provide details of

the location and to facilitate

visit of Bank officials to the

site.

Section No –

Page No –

7

The Vendor must have an ATM monitoring system which will

be provided to the Bank to monitor the functionalities of the

ATM from the Bank’s central office and from its Regional

offices

ATM Monitoring system:

User manual containing

screen shots of the solution

to be provided

Section No –

Page No –

8

The Vendor should have an operational DR site in India

(apart from DC site also in India ) and a Business Continuity

plan (BCP) in place to ensure that the Bank’s data is not lost

or Bank’s operations are not effected in case of any disaster.

DR site: Vendor to provide

details of the location and

facilitate visit of bank

officials to the site.

BCP: Copy of BCP to be

attached

Section No –

Page No –

*Major Centers: 1.Mumbai 2.Delhi 3.Ahmedabad 4.Chennai 5.Baroda 6.Kolkata 7.Pune 8.Bangalore 9.Lucknow 10.Surat

11.Hyderabad 12.Jaipur 13.Kanpur 14.Varanasi 15.Ghaziabad 16.Indore 17.Agra 18.Allahabad 19.Nagpur 20.Bareilly 21.Bhopal,

22.Rajkot 23.Bharuch 24.Gurgaon 25.Ajmer 26.Aligarh 27.Bhubaneshwar 28.Jamnagar 29.Jamshedpur 30.Noida 31.Patna 32. Raipur

33.Thane 34.Bulsar 35.Dehradun 36.Faridabad 37.Jodhpur 38.Kota 39.Ludhiana 40.Meerut



Annexure IV

# List of Major Centers Service Center?

(Yes / No)

Details of Service Center

(Postal Address, Contract Number and Number of Service Engineer)

1 Mumbai

2 Delhi

3 Ahmedabad

4 Chennai

5 Baroda

6 Kolkata

7 Lucknow

8 Surat

9 Pune

10 Bangalore

11 Hyderabad

12 Jaipur

13 Kanpur

14 Varanasi

15 Ghaziabad

16 Agra

17 Allahabad

18 Indore

19 Nagpur

20 Bareilly

21 Bhopal

22 Rajkot

23 Gurgaon

24 Bharuch

25 Meerut

26 Ajmer

27 Aligarh

28 Bhubaneshwar

29 Jamnagar

30 Jamshedpur

31 Noida

32 Patna

33 Raipur

34 Guwahati

35 Bulsar

36 Dehradun

37 Faridabad

38 Jodhpur

39 Kota

40 Ludhiana

Note: If the Bidder has more then one Service Center in any of the cities listed above they may specify with serial Number

a,b,c…



Appendix -II

F.5 Format for Bid security Bank Guarantee

TO,

GENERAL MANAGER

(E-BUSINESS, CASH MANAGEMENT, NRI SERVICES & BPR)

BANK OF BARODA

BARODA CORPORATE CENTRE

C-26, G BLOCK, BANDRA KURLA COMPLEX

MUMBAI-400051

1. M/S ______________________, HAVING ITS REGISTERED OFFICE NO ___________________(HEREIN AFTER REFERRED AS 'THE VENDOR')

___________, THE VENDOR HAS INTER -ALIA AGREED TO FURNISH A BANK GUARANTEE FROM A SCHEDULED BANK FOR RS 10000000 (RUPEES ONE

CRORE ONLY) AS SECURITY FOR COMPLIANCE WITH THE VENDOR’S OBLIGATION IN ACCORDANCE WITH STIPULATION OF RFP NO_____________

DATED________________ (SUBJECTED TO AWARD OF CONTRACT AND RECEIPT OF PURCHASE ORDER) .

2. ON REQUEST OF VENDOR WE _______________________ (HEREINAFTER CALLED THE BANK) DO HEREBY UNDERTAKE TO PAY TO YOU AN AMOUNT

NOT EXCEEDING 1,00,00,000 (RUPEES ONE CRORE ONLY) AGAINST ANY NON-COMPLIANCE WITH CONDITIONS CONTAINED IN THE PURCHASE ORDER AND

SUPPLY AGREEMENT.

3. WE ___________ (ISSUING BANK) _______ UNDERTAKE TO PAY THE AMOUNTS DUE AND PAYABLE UNDER THIS GUARANTEE WITHOUT ANY DEMUR,

MERELY ON A DEMAND FROM YOU STATING THAT THE AMOUNT CLAIMED IS DUE BY WAY OF LOSS OR DAMAGE CAUSED TO OR THAT WOULD BE

CAUSED TO OR SUFFERED BY YOU BY REASONS OF ANY BRANCH BY THE SAID VENDOR OF ANY OF THE TERMS OR CONDITIONS CONTAINED IN THE RFP BY

REASON OF THE VENDORS FAILURE TO PERFORM THE TERMS THEREOF. ANY SUCH DEMAND ON US DURING THE CURRENCY SHALL BE CONCLUSIVE AS

REGARDS THE AMOUNT DUE AND PAYABLE BY US UNDER THIS GUARANTEE. HOWEVER, OUR LIABILITY UNDER THIS GUARANTEE SHALL BE RESTRICTED

TO AN AMOUNT NOT EXCEEDING RS. 10000000 (RUPEES ONE CRORE ONLY).

4. ANY NOTICE BY WAY OF DEMAND OR OTHERWISE HEREUNDER MAY BE SENT BY COURIER, OR REGISTERED POST TO OUR LOCAL ADDRESS AND IF

SEND ACCORDINGLY IT SHOULD BE RECEIVED AND DULY AND ACKNOWLEDGED BY THE BANK ON OR BEFORE THE EXPIRY DATE OF THE GUARANTEE.

5. WE _________________ FURTHER AGREE THAT THE GUARANTEE HEREIN CONTAINED SHALL REMAIN IN FORCE DURING THE PERIOD THAT WOULD

BE TAKEN FOR THE PERFORMANCE OF THE SAID OBLIGATION AND THAT IT SHALL CONTINUE TO BE ENFORCEABLE TILL SATISFACTORY COMPLIANCE OF

THE TERMS AND CONDITIONS THEREOF BY THE VENDOR OR TILL YOU CERTIFIES THAT THE TERMS AND CONDITIONS OF THE SAID RFP HAVE BEEN FULLY

AND PROPERLY CARRIED OUT BY THE SAID VENDOR AND ACCORDINGLY DISCHARGE THE GUARANTEE OR TILL EXPIRY DATE WHICHEVER IS EARLIER.

6. THIS BANK GUARANTEE SHALL REMAIN IN OPERATION FROM THE DATE OF ISSUE AND WE SHALL NOT REVOKE THIS GUARANTEE DURING THE

CURRENCY EXCEPT WITH YOUR PREVIOUS CONSENT IN WRITING. YOU MAY ENFORCE YOUR RIGHTS PURSUANT TO THS GUARANTEE IN ANY COURT OR

TRIBUNAL IN ACCORDANCE WITH LAWS OF INDIA.

7. WE _______________ FURTHER AGREE WITH YOU, THAT YOU SHALL HAVE THE FULLEST LIBERTY WITHOUT OUR CONSENT AND WITHOUT AFFECTING

IN ANY MANNER OUR OBLIGATION HEREUNDER TO VERY ANY OF THE TERMS AND CONDITIONS OF THE SAID RFP OR TO EXTEND TIME OF

PERFORMANCE BY THE SAID VENDOR FROM TIME TO TIME OR TO POSTPONE FOR ANY TIME OR FROM TIME TO ANY OF THE POWER EXERCISABLE BY

YOU AGAINST THE SAID VENDOR AND TO FORBEAR OR ENFORCE ANY OF THE TERMS AND CONDITIONS RELATING TO THE SAID PURCHASE ORDER

/SUPPLY AGREEMENT AND WE SHALL NOT BE RELIEVED FROM OUR LIABILITY BY REASON OF ANY SUCH VARIATION OR EXTENSION BEING GRANTED TO

THE SAID VENDOR OR FOR ANY FORBEARANCE, ACT OR OMISSION ON YOUR PART OR ANY INDULGENCE BY YOU TO THE SAID VENDOR.

8. THE BANK GUARANTEE SHALL NOT IN ANY WAY BE AFFECTED BY YOUR TAKING OR GIVING UP ANY SECURITIES FROM THE VENDOR OR ANY OTHER

PERSON, FIRM OR COMPANY ON ITS BEHALF OR BY THE WINDING UP, DISSOLUTION, INSOLVENCY OR AS THE CASE MAY BE OF THE VENDOR.

9. THE BANK GUARANTEE SHALL NOT BE AFFECTED BY ANY CHANGE IN OUR CONSTITUTION OR OF THE VENDOR NOR SHALL IT BE AFFECTED BY ANY

CHANGE IN YOUR CONSTITUTION OR BY ANY AMALGAMATION OR ABSORPTION BUT WILL ENSURE TO THE BENEFTIT OF AND BE AVAILABLE TO AND BE

ENFORCEABLE BY THE ABSORBING OR AMALGAMATING COMPANY OR CONCERN TILL EXPIRY DATE.

10. WE HAVE THE POWER TO ISSUE THIS BANK GUARANTEE IN YOU FAVOUR AND THE UNDERSIGNED HAS FULL POWER TO EXECUTE THIS BANK GUARANTEE UNDER THE POWER OF

ATTORNEY DATED ____ISSUED BY OUR ___________.

NOT WITH STANDING ANYTHING CONTAINED HEREIN

1. OUR LIABILITY UNDER THIS BANK GUARANTEE SHALL NOT EXCEED RS 10000000 (RUPEES ONE CRORE ONLY).

2. THIS BANK GUARANTEE SHALL BE VALID UP TO _____________________; AND

3. WE ARE LIABLE TO PAY THE GUARANTEED AMOUNT OR ANY PART THEREOF UNDER THIS BANK GUARANTEE ONLY AND ONLY IF YOU SERVE UPON US A WRITTEN CLAIM OR

DEMAND ON OR BEFORE ______________________.



Appendix -III

[Company Letter Head]

F.6 Cover Letter for Technical Proposal

Date

To,

General Manager, (E-Business, Cash Management, NRI services & BPR))

Bank of Baroda,

7th floor, Baroda Sun Tower

G-34, Bandra Kurla Complex,

Bandra (East), Mumbai 400 051

Dear Sir,

1. Having examined the RFP Document, the receipt of which is hereby duly acknowledged, we, the undersigned offer to

supply, deliver, implement and commission ALL the items mentioned in the ‘Request for Proposal’ and the other

schedules of requirements and services for your Bank in conformity with the said RFP Documents in accordance with the

schedule of Prices indicated in the Price Bid and made part of this Offer.

2. We agree to abide by this Offer for 180 days from date of (Commercial Bid) opening and our Offer shall remain binding

on us and may be accepted by the Bank any time before expiry of the offer.

3. This Bid, together with your written acceptance thereof and your notification of award, shall constitute a binding

Contract between us.

4. a) We undertake that in competing for and if the award is made to us, in executing the subject Contract, we will strictly

observe the laws against fraud and corruption in force in India namely “Prevention of Corruption Act 1988”.

b) Commission or gratuities, if any paid or to be paid by us to agents relating to this Bid and to Contract execution,

if we are awarded the Contract are listed below.

i. Name and Address of the Agent

ii. Amount and Currency in which Commission paid / payable

iii. Purpose of payment of Commission (If commission is not paid / not payable indicate the same here)

5. We agree that the Bank is not bound to accept the lowest or any Bid the Bank may receive.

6. We certify that we have provided all the information requested by the Bank in the format requested for. We also

understand that the Bank has the exclusive right to reject this offer in case the Bank is of the opinion that the required

information is not provided or is provided in a different format.

Dated this…………………………………..by ……………………….20

Authorised Signatory

(Name: Contact Person, Phone No., Fax, E-mail)

(This letter should be on the letterhead of the Vendor duly signed by an authorized signatory)



F.7 Profile: Appendix –IV(A)

Parameters

Remarks

of the

Vendor

Document

Details

1 Date of Incorporation of bidder company

2 Date of Commencement of Business of bidder company

3 Date of First ATM MS Contract in India of bidder company

4 Total Revenue of bidder company in 2007-08



7 Total revenue of bidder company for nine months of 2010-11

8 Percentage of Revenue of bidder company from ATM MS in 2007-08



11 Percentage of Revenue of bidder company from ATM MS in the current year

12 Cash Profit of bidder company in 2007-08



15 Projected Cash Profit of bidder company in 2010-11

16 Net Profit / (Loss) of bidder company 2007-08



19 Projected Net Profit of bidder company 2010-11

20 Number of ATMs under MS 2007-08



23 Number of ATMs under MS as on date of response

24 Total Head Count of bidder company 2007-08



27 Total Head Count of bidder company as on date of response

28 Number of Permanent Employees in India of bidder company 2007-08



31 Number of Permanent Employees in India of bidder company as on date of response

32 Head of Operations in India (attach Bio Data)

33 Accounts Manager proposed for BoB (attach Bio Data)

34 Company structure (attach a write-up)

35 Operations Certifications obtained, if any



Appendix –IV (B)

F.8 Experience:

Questionnaire Answer Supportive Document Attachment Details

1. Currently Rendering incidence

Management services for how many

ATMs?



Section No –

Page No –

(Please highlight

the key attribute

using a colored

highlighting Pen)

2. Currently Rendering Cash services to

how many ATMs?

-do- -do-

3 Currently rendering DVR services to how

many ATMs?

-do- -do-

4 How many make of ATMs (in last 5

years) have been managed by the Bidder?

-do- -do-

5. Currently rendering SLM services to

how many ATMs?

-do- -do-

6. Currently rendering Site maintenance

services to how many ATMs?

-do- -do-

7. How many ATM sites have been

commissioned by the Bidder?

-do- -do-

8. Installation and Monitoring of VSAT

connectivity to how many ATMs?

-do- -do-

9. Bidder holds AMC for AC and UPS to

how many ATMs?

-do- -do-

10.Rendering EJ pulling services to how

many ATMs?

-do- -do-

11. Number of Year in ATM managed

services business?

Certificate of incorporation/

Memorandum of association. -do-



Appendix –IV(C)

F.9 Technical Expertise

Requirement Remarks/ Comments/ Write-

ups/Documentation Details

Loading & Unloading of Cash in ATMs by -

- Cassette swap method

- Add Cash method

Transportation of cash from nodal offices of Bank to ATM sites

Monitoring of Cash in ATMs:

- Whether CRA will do or bidder will do

Optimization of Cash in ATMs

- Maximum Cash holding with no cash out incident (99% of the time)

Cash delivery scheduling - give a write-up

Cash EOD - minimum twice a week

Take over of self loading ATMs

Cash verification by Bank as per Bank’s requirements – periodically and surprise

Real-time Alerts on low-cash/cash-out positions to Bank

Receipt of services requests / complaints on 24 x 7 basis from Bank or Bank’s

customers/ATM users through

-Web

- Call Centre

Clearing of receipt, journal and statement paper jams

Clearing card, envelope and currency jams

Remote management of ATMs and its parts - give details of tools/software package used

Remote management of electrical and Air-conditioning - give details of tools/software

package used

Basic remedial maintenance - state periodicity

Basic preventive maintenance once a month

Rectification of site related problems (e.g.: Electrical problems, environmental conditions)

Checking and clearing of media transports

Preventive maintenance once in every three months

Implementation of Engineering Changes, wherever required/necessitated

Supply and installation of original spare parts, wherever required, to take care of

breakdowns and natural wear and tear or aging of ATMs without any extra cost to Bank. If

required Bank shall provide the age, model & Make of ATMs.

Remote diagnostics of ATMs and its parts - give details of tools/software package used

Number of Technically trained manpower available centre-wise

OEM spares

Hot spares available centre-wise

Number of ATMs make-wise under MS

Do you have agreements with OEMs (in case of OEM bidders - other OEMs)

Details of agreements with OEMs

Remote diagnostics client tested for which makes of ATMs

100% Success rate of EJ pulling on (T+1) Basis



Scheduler for EJ

Archival of EJ

Retrieval of images

Schedule check for Image quality

Monitoring of the Health of DVR

Image archival

Monitoring of AC and UPS



Appendix –IV (D)

F.9 Infrastructure Available:

- Project/ Account Manager Details:

S. No Item Details

1 Name of project Manger who shall be the single point of contact for the Bank

2 Office Address, Mobile Number

3 Email Address of the Manager

4 Telephone and Fax numbers

5 Association with the Bidder (in years)

6 Qualification

7 Industry Experience (in years)

8 Brief Career Graph of the Project Manager

8 Reference of other accounts handled by the PM

9 CTC for the PM

10 Bidders Employee Retention policy for the PM

11 Replacement Policy

* Please provide subjective evidence (e.g. Employee ID card, Salary Slip etc. etc.) for each Item along with Page/ Section

Number on the details column.

Appendix –IV (E)

- Details of Team dedicated for the Account:

S. No Item Details

1 Name of Team Leader (TL)

2 Contact Details of TL

3 Size of the Team

2 Average Age of the team

3 Average duration of association with the Bidder

4 Average industry Experience

5 Bidder’s Detailed Employee Retention policies



Appendix –IV(F)

Diagnostic Tools: Remarks & Exception,

if any

Are trouble tickets generated automatically?

Are trouble tickets closed automatically?

Is system capable of giving automated commands to the ATM?

Is system capable of tracking & capturing online incident updates?

Is the system capable of generating tickets with detailed description of the problem on a particular

module with the reason of failure?

Is system capable of automated dispatch via email and confirm the delivery of the message

through acknowledgement process?

Is system capable of automated dispatch via SMS and populate acknowledgement details in the

trouble ticket automatically?

Is system capable of automated dispatch IVR voice call and get the acknowledgement from the

customer?

Is system capable of automated dispatch via or fax for the problem ticket?

Is IVR Enquiry available in the system?

(Customer calls the Monitoring system and enters the ATM ID, the system then provides the

current status of the machine)

Does system automatically generates cash out tickets?

Can repeated / chronic faults be tracked?

Can ticket be classified based on the problem severity?

Is separate network monitoring tool available?

Can network fluctuations be easily tracked?

Can SLM Call be logged automatically using the monitoring tool with the field support Centre?

Can single denomination low / out can be tracked?

Is system capable of sending automated escalation via email to the respective actionable team and

update in the trouble ticket comments automatically?

Is system capable of sending automated escalation via SMS to the respective actionable team and

update in the trouble ticket comments automatically?

Is system capable of sending SMS updates for any incident even after call closure?

Is system DR setup available and is working?

Is there any Scheduled replication of production database to DR Servers?

Are the systems and tools compatible with Base 24 Switch and other make ATM’s?

Whether the management centre has managed the ATM’s connected to the Base 24 switch?

Is the monitoring system connected the ATM Switch through high level of security standards like

network connectivity through IPSEC/ 3DES etc?

Personnel can access /operate form any facility / Office?

Which mode does the DR Site operates?

Can single integrated view of the network is provided by the service provider to know the status of

the each ATM?

Are all Services offered by the Bidder comply to PCIDSS & PADS



Appendix –IV(G)

Managed Center Infrastructure Remarks &

Exception, if any

What is the Seating Capacity and how many ATM’s can be managed?

Does the facility have multiple Input Power Feeders?

Does the facility have High availability UPS systems?

Is the facility has UPS systems working in Parallel Redundant mode?

Do the UPS cater to the full load in AUTO in the event of failure of other UPS systems without any

break at the output giving 100% redundancy? If yes, live demonstration required.

Does the facility have Back-up Generators?

Are the Back-up Generators tested monthly with full load? If yes provide reports?

Does the facility have Redundant WAN connectivity?

Are you having multiple wan service providers?

Are different vendors connected via optical fiber links to achieve vendor, hardware and network

redundancy?

Are the incident Management systems & networking devices housed in a highly available and

redundant specialized premise?

Does the facility have Redundant LAN set-up?

Does the facility have Multi-vendor Telecom Connectivity?

Primary & Secondary Telecom vendors are same?

Does the PBX capable of automatic switching over to alternate telephone vendors upon primary line

failure?

Does the facility have 100 telephone lines?

Does the facility have Call Management System (CMS)?

Did the facility ever experience fire/fatal accidents?

Was there any affect on operations? If yes how long?

Was the facility affected at the time of 26th July rains 2005?

Was the facility restored in 8hrs?

Are separate facilities available for Systems & people?

Is Access Control System available in facility?

Is Employee credentials verified by reputed security agencies prior to recruitment?

Does the facility have Fire Alarm and Suppression? How frequently the mock drills are done?

Does the facility have Public Addressing and Auto Dialer systems?

Does the facility have Rodent Control?

Does the facility have Disaster recovery arrangements? If yes what is the time frame?

Does the service provider have a backup server for the production server?

Does the service provider have a dedicated Customer Interface server?

Does the service provider have a backup Customer Interface server?

Does the service provider uses terminal server?

Does the service provider have a backup server for the production terminal server?



Appendix –IV(H)

F.10 Management / Project Management Capabilities:

� Provide detailed strategy / Work-outs/ Documentation etc. along with Elaborate proposal for each

section and sub-section of the Following:

I. Cash Management.

- Vault Management.

-Vendor Management.

- Shortages Management.

-Heavy Dispense Management.

-Cash Optimization.

II. Management of spare parts.

- Contract details with OEM.

- Geographical details for spare parts stocking.

- List of Spares which shall be stocked for immediate replacement.

III. Site Implementation / Maintenance.

- SIS partner/sub-contractor details, if sub-contracted.

- Detailed workflow with time lines.

- Purchase policy of cement, Tiles, electrical equipments etc. etc, if not sub contracted.

IV. AMC management for AC & UPS.

- Contract details with Vendor / Manufacturer.

- Emergency Handling.

V. Management of Care Takers.

- Vendor Management.

- Review methodology for enforcing Labour Laws.

- Service quality monitoring.



Appendix –IV(I)

� Provide detailed strategy / Work-outs/ Documentation etc. along with Elaborate proposal for each

section and sub-section of the Following:

F.11 Migration Strategy:

- Cash Takeover Methodologies.

- Network Transition (Provide along with proposed network architecture, back-up link details etc.).

- Transition for Incidence Management.

- Interfacing with Switch-monitoring tool, if required.

- Times frame for migration of entire set of ATMs ( Please provide detailed table with indicating proper

time frame)

- Methodology for retrieval & Archival of old EJ data / DVR images /ATM logs etc.



Annexure V (A)

F.12 Track Record

A) Name of the Bidder ___________________________________________

Name of the Client ATM supplied/ Services Offered Contract Validity

(Active / Expired)

Contact person

(Name/Desig/Tel./email/ Address) Service Quantity

1

2

3

4

….

(Please provide reference of at least two customers)

Annexure V (B)

B) Name of the Sub-contractor ___________________________________________

Name of the Client ATM supplied/ Services Offered Contract Validity

(Active / Expired)

Contact person

(Name/Desig/Tel./email/ Address) Service Quantity

1

2

3

4

….

(Please provide details of all sub-contractors who shall be outsourced or planed to be outsourced for carrying out the project)



F.13 Structure for Oral /PPT Presentation:

Please Note:

- The Bank shall intimate the Bidders -48- Hours prior to the scheduled Presentation, No request for change in

date & time shall be entertained.

- In case of delay in presentation Bank at it’s discretion may reject the Bidder for participating in the presentation

and shall be put ‘0’ Marks in presentation.

Topic Allotted Timeline

i) Brief Details of the Bidder 5 Min

iii) Migration & implementation methodology

20 Min

- Cash migration & implementation

- Plans for Incidence Management

- Caretaker Management Plans

- Site implementation Plans

- VSAT Networking migration & implementation plans

- Vendor Management plans

- Cash shortages Management

iv) Plans for AMC Management

5 Min - Plans for AC, UPS, Site and VSAT AMC

- Partnership details with AC UPS Vendors/manufacturers

v) MS center:

15 Min

- Call handling capability and dispatch process

- Graphical presentation of a Ticket lifecycle

- Monitoring software details

vi) Escalation Matrix

10 Min - Structure

- Technologies to support the Matrix

- Best Practices

v) Question Answers 5 Min



F.14 Commercial Bid Format –Part1

* Please quote for one shift only. If Bank demands for more then one shifts the payment shall be made after the

multiplying the quote by number of shifts Shift may be day/Night depending upon Bank’s requirement.

Item Description under Managed services Quantity#

Price for: per ATM/month Total

Cash Management 3000

First Line Maintenance of ATMs 3000

Second Line maintenance of ATMs 3000

Comprehensive AMC & maintenance of

network equipment at off-site locations

1000

Consumable replenishment 3000

DVR Monitoring, archival and retrieval of

video images

3000

Comprehensive AMC for Acs & UPS 3000

Maintenance and housekeeping of ATM

sites

3000

Pulling of Electronic Journals and archival 3000

Content Distribution & Replenishment of

Advertisement Material

3000

Incidence Management 3000

Care Taker Services* 2500

Patrolling Caretaker 500

Band width Charges for offsite ATMs 1000

Total of Part1




Item Description Quantity# Unit Rate/Unit Total

1 Tiles 10 Sqmt

2 False Ceiling 10 Sqmt

3 Wall Construction 10 Sqmt

4 Sand plaster 20 Sqmt

5 Plaster of Paris 30 Sqmt

6 Aircon Louvers 0.6 Sqmt

7 Main door - with anti-shatter film - with

customized door handle.

2.5 Sqmt

8 Wooden partition 9 Sqmt

9 Wooden flush door – 600mm x 2050mm 1 Nos

10 Demolition of brick walls/ flooring 1 Sqmt

11 Wall Construction 5 Sqmt

12 Black Granite Flooring / front entrance

side walls

6 Sqmt

13 Panelling with enamel paint. 8 Sqmt

14 Enamel paint 20 Sqmt

15 External fixed glazing 6 Sqmt

16 Lighting in porch area 3 Nos

17 External paving 5 Sqmt

18 Panelling with 1.0 mm laminate 10 Sqmt

19 Electric main switch 1 Nos

20 Moulding on granite/ marble 3 RMt

21 Greasing of shutter 1 Nos

22 Conducting for earthing 10 RMt

23 Plastic Paint 1 Sqmt

24 Signage (including wiring, back-lit etc. etc.) 10 RMt

25 Connectivity for the VSAT / leaselines 10 RMt

26 18w CFL 4 Nos

27 40w CFL 1 Nos

28 Electricals with UPS cabling 1 Nos

29 Earthing station 1 Nos

30 Stabilizer for AC 1 Nos

31 Chair 1 Nos

32 Fire extinguishers 1 Nos

33 Visual Merchandising 1 Set

34 Customized ATM Guide, wall mounted 1 Set

35 Customized Sticker set 1 Set

36 Customized Designer strip 1 Set

37 Magnetic Fan 1 Nos

38 Poster Frames - Wall Hung 1 Nos

39 Storage Shelf 1 Nos




40 Gypsum panelling. 1 Sqmt

41 Gypsum partition 1 Sqmt

42 Red Granite 1 Sqmt

43 Rolling shutter 10 Sqmt

44 Air conditioners Window 2 Nos

45 Window aircon installation 2 Nos

46 Window A.C. Frame 2 Nos

47 Storage Cabinet 1 Nos

48 Fabrication work for porch construction. 10 Sqmt

49 P.C.C. 1:3:6 1 C.mt

50 Wiring for Lollypop 1 Rmt

51 Glazed tiles on dado 1 Sqmt

52 M.S. Grill. 1 Sqmt

53 Split AC 2 Nos

54 UPS 1 Nos

55 Voltage Stabilizer for UPS 1 Nos

56 Insulation Transformers 1 Nos

57 Labour Cost - -

58 Project Management Cost - -

59 5/15 Power Point 1 Nos

60 Wooden Box over Fixed Glassing 1 Sqmt

61 Bank Logo 1 Nos

62 Lighting 2 Set

63 Poster Frame(Small) 1 Nos.

64 Main Cabling 30 RMt

65 Timer For AC 2 Nos

66 Caging for Air Conditioner 1 Nos

67 Voltage Stabilizer for UPS 1 Nos

68 Any other Item

Part 2 Total:

Item Description under Managed services Quantity# Cost Per Item Total Cost

Grouting of ATMs 1000

Supply of access lock 3000

Installation of Access lock 3000

Shifting of ATM 200

Shifting of AC & UPS 200

Shifting of VSAT 150

Total Part 3:




Commercial Amount Quoted

(A)

Quantity#

(B)

Number of Months

(C)

Total

T = (A)X(B)X(C)

Part-1 -60-

Part-2 1500

Part-3

Grand Total:

# These quantities mentioned above are projected only for the purpose of Evaluation of the bids. However, Bank

reserves the right to alter the quantities as per Bank’s requirement.

#################################### End of Document ###################################