REQUEST FOR PROPOSAL (RFP) FOR SELECTION OF … 01-2016-17... · ATM Automated Teller Machine ......

Canara Bank, Marketing & RR Wing, HO – RFP 01/2016-17 dated 17/12/2016 of 127

REQUEST FOR PROPOSAL (RFP)

FOR

“SELECTION OF VENDOR FOR SETTING UP & MANAGEMENT OF CALLCENTER OPERATIONS ON FULLY OUTSOURCED MODEL”

Issued by: CANARA BANKMCRM SECTIONMARKETING & RR WINGHEAD OFFICE113-1 JC ROADBENGALURU 560002EMAIL: [email protected]


Bid Details in Brief

Sl. No. General Details Details

1. RFP No. and Date RFP 01/2016-17 dated 17/12/2016

2. Brief Description of the RFPSelection of Vendor for Setting up andManagement of Call CenterOperations on fully Outsourced Model

3. Bank’s Address for Communicationand Submission of Tender

MCRM Section, Marketing & RR Wing,Head Office,3rd Floor, Jeevan Prakash Building,113-1, J C Road, Bengaluru -560002Tel - 080-22538529, 22538530Email: [email protected]

4. Mode of Tender Offline

5. Tender Type Open

6. Type of Tender Supply & Service

7. Bidding Type Indigenous

8. Consortium Not Allowed

9. Download Tender Document Allowed Online

10. Purchaser Location Pan India

KEY DATES

11. Date of Issue of RFP 17/12/2016, Saturday

12.Last Date and time for Submission ofPre Bid Queries(Via E-Mail, Hard Copies)

30/12/2016, Friday upto 5:00 PM

13. Date of Pre Bid Meeting and Time 04/01/2017, Wednesday at 3:00 PM

14. Pre Bid Meeting (Location)

Conference Hall,5th Floor,Canara Bank Head Office Annexe,113/1, J C Road, Bengaluru - 560002

15. Date of Replies to Pre Bid Queries 10/01/2017, Tuesday

16.Last Date and Time of Submission ofPhysical Bids

30/01/2017, Monday upto 3:00 PM

17.Date and time of Opening of Part A-Conformity to Eligibility Criteria.

30/01/2017, Monday, 3:30 PM

18.Date and time of Opening of Part-B-Technical Proposal.

Will be intimated at a later date

19. Date and time of opening of Price Bid Will be intimated at a later date

20. No. of Envelopes to be submitted Three Envelops:1. Eligibility Conformity, Integrity Pact,


EMD & Application Fee.2. Technical Proposal.3. Price Bid.All the above three envelops should beenclosed in a Master Envelop.

21. Application Fees (Non-Refundable)

Rs. 25,000/- in the form of DemandDraft in favour of Canara Bank,payable at Bengaluru (Non-refundable).

22. Earnest Money Deposit(Refundable) Rs. 40,00,000/- (Forty Lakh Only)

This document can be downloaded from Bank’s websitehttp://www.canarabank.com/english/announcements/tenders/


DISCLAIMER

The information contained in this Request for Proposal (“RFP”) document orinformation provided subsequently to bidders or applicants whether verbally or indocumentary form by or on behalf of Canara Bank (or Bank), is provided to thebidder(s) on the terms and conditions set out in this RFP document and all otherterms and conditions subject to which such information is provided. This RFPdocument is not an agreement and is not an offer or invitation by Canara Bank to anyparties other than the applicants who are qualified to submit the bids (hereinafterindividually and collectively referred to as “Bidder” or “Bidders” respectively). Thepurpose of this RFP is to provide the Bidders with information to assist theformulation of their proposals. This RFP does not claim to contain all the informationeach Bidder requires. Each Bidder may conduct its own independent investigationsand analysis and is free to check the accuracy, reliability and completeness of theinformation in this RFP. Canara Bank makes no representation or warranty and shallincur no liability under any law, statute, rules or regulations as to the accuracy,reliability or completeness of this RFP. The information contained in the RFPdocument is selective and is subject to updating, expansion, revision and amendment.It does not purport to contain all the information that a Bidder requires. Canara Bankdoes not undertake to provide any Bidder with access to any additional information orto update the information in the RFP document or to correct any inaccuracies therein,which may become apparent.

Canara Bank reserves the right of discretion to change, modify, add to or alter any orall of the provisions of this RFP and/or the bidding process, without assigning anyreasons whatsoever. Such change will be published on the Bank's Website(www.canarabank.com/english/announcements/tenders/) and it will become partand parcel of RFP.

Canara Bank in its absolute discretion, but without being under any obligation to doso, update, amend or supplement the information in this RFP. Canara Bank reservesthe right to reject any or all the request for proposals received in response to this RFPdocument at any stage without assigning any reason whatsoever. The decision ofCanara Bank shall be final, conclusive and binding on all the parties.


Abbreviations used in this Document:

Abbreviation ExpansionACD Automatic Call DistributorAHT Average Handling Time or Average Call ResolutionALPS Application for Loan Processing SystemAM Assistant ManagerAMC Annual Maintenance ContractATM Automated Teller MachineATS Aggregate Technical ScoreBPO Business Process OutsourcingCBS Core Banking Solution/Centralized Banking SolutionCCTV Closed Circuit TelevisionCOPC (HPMT) COPC®High Performance Management Techniques Training

CPGRS Canara Public Grievance Redressal SystemCRM Customer Relationship ManagementCSA Customer Service AssociateCTI Computer Telephony InterfaceDND Do Not DisturbDNIS Dialed Number Identification SequenceDR Disaster RecoveryEMI Equated Monthly InstallmentFCR First Call ResolutionFDs Fixed DepositsFTE Full Time EquivalentFTR First Time ResolutionH1 Bidder obtaining highest score in Techno-Commercial EvaluationHNI High Networth IndividualHR Human ResourcesIBA Indian Banks AssociationINR Indian RupeeIVR Interactive Voice ResponseKPI Key Performance IndicatorKYC Know Your CustomerMIS Management Information SystemNAV Net Asset ValueNEFT National Electronic Funds TransferNPV Net Present ValueNRI Non Resident IndianPBG Performance Bank GuaranteePPF Public Provident FundPRI Primary Rate InterfaceQ & A Questions and AnswersRBI Reserve Bank of IndiaRDs Recurring DepositsRFP Request for ProposalRTGS Real Time Gross SettlementSLA Service Level AgreementSME Small & Medium Enterprise


SMS Short Message ServiceSr. CSA Senior Customer Service AssociateTL Team LeaderTPIN Telephone Personal Identification NumberTRAI Telecom Regulatory Authority of IndiaUPS Uninterrupted Power SupplyUSB Universal Serial BusVendor Vendor is one who responds to this RFP documentWAN Wide Area Network


Table of Contents

1. INTRODUCTION .......................................................................................................................... 10

1.1. About Canara Bank...................................................................................................................... 101.2. Definitions...................................................................................................................................... 101.3. Details about Existing Call Center.......................................................................................... 111.4. Objective of Present RFP............................................................................................................ 121.5. Eligibility Criteria.......................................................................................................................... 13

2. PROJECT SCOPE .......................................................................................................................... 16

2.1. Proposed Model of the new Call Centers to be implemented and maintained. .... 162.2. Scope of Work ............................................................................................................................... 172.3. Setting up the New Centers ..................................................................................................... 272.4. Service Requirements................................................................................................................. 352.5. Governance and Management ............................................................................................... 392.6. Reports............................................................................................................................................. 39

3. BID PROCESS ............................................................................................................................... 40

3.1. Bid Document ............................................................................................................................... 403.2. Application Money ...................................................................................................................... 403.3. Cost................................................................................................................................................... 403.4. Earnest Money Deposit (EMD)/Bank Guarantee In Lieu Of EMD:............................... 403.5. Clarification to RFP and Pre-Bid Queries: ............................................................................. 413.6. Pre-Bid meeting:........................................................................................................................... 413.7. Amendment to the Bidding Document: .............................................................................. 423.8. Bid System Offer........................................................................................................................... 423.9. Preparation of Bids:..................................................................................................................... 423.10. Cost & Currency: .......................................................................................................................... 443.11. Erasures or Alterations:.............................................................................................................. 443.12. Assumptions/Presumptions/Modifications:...................................................................... 443.13. Submission of Bids: ..................................................................................................................... 453.14. Late Response to RFP .................................................................................................................. 463.15. Bid Opening: .................................................................................................................................. 46

4. SELECTION OF BIDDER .............................................................................................................. 47

4.1. Preliminary Scrutiny: .................................................................................................................. 474.2. Clarification of Offers:................................................................................................................ 474.3. Evaluation of Bids: ....................................................................................................................... 474.4. Intimation to Qualified/Successful Bidders: ...................................................................... 474.5. Correction of Error in Price Bid: ............................................................................................... 484.6. Techno Commercial Evaluation and Determination of H1: .......................................... 484.7. Proposal Ownership:................................................................................................................... 494.8. Acceptance of Offer: ................................................................................................................... 49

5. TERMS & STIPULATIONS .......................................................................................................... 51

5.1. Pricing Terms................................................................................................................................. 515.2. Service Level Agreement (SLA) Compliance and Penalties............................................. 525.3. Key Performance Indicator (KPI) Parameters...................................................................... 575.4. Engagement of Associates/Subsidiaries/Third Parties................................................... 595.5. Performance Guarantee and Security Deposit .................................................................. 595.6. Indemnity ....................................................................................................................................... 595.7. Effective Date:............................................................................................................................... 60


5.8. Project Execution: ........................................................................................................................ 605.9. Information Provided ................................................................................................................. 615.10. Confidentiality .............................................................................................................................. 615.11. Vendor… .......................................................................................................................................... 615.12. Questions & Clarifications........................................................................................................ 615.13. Disclaimer....................................................................................................................................... 625.14. Cost Borne by Bidders................................................................................................................. 625.15. No Legal Relationship................................................................................................................. 625.16. No Bidder's obligation to information.................................................................................. 625.17. Errors & Omissions...................................................................................................................... 625.18. Acceptance of Terms................................................................................................................... 625.19. Code of conduct............................................................................................................................ 635.20. Notification.................................................................................................................................... 635.21. Responsibility of Vendor for Bank’s Property ..................................................................... 635.22. Disqualification ............................................................................................................................ 635.23. No outsourcing by Vendor........................................................................................................ 635.24. Acts of CSAs / Sr. CSAs................................................................................................................ 635.25. Access to Outsiders ..................................................................................................................... 635.26. Evaluation of Offers .................................................................................................................... 635.27. Non-disclosure.............................................................................................................................. 645.28. Inspection & Audit....................................................................................................................... 655.29. Force Majeure................................................................................................................................ 665.30. Intellectual Property Rights:..................................................................................................... 665.31. Publicity........................................................................................................................................... 675.32. Amendments................................................................................................................................. 675.33. Assignment.................................................................................................................................... 675.34. Captions and headings .............................................................................................................. 675.35. Contractual Commitment ........................................................................................................ 685.36. Execution of Agreement: .......................................................................................................... 685.37. General Contract Agreement Conditions:........................................................................... 685.38. General Order Terms: ................................................................................................................. 685.39. Cancellation of contract and compensation ...................................................................... 695.40. Applicable law and jurisdictions of court ............................................................................ 695.41. Resolution of Disputes and Arbitration clause .................................................................. 695.42. Negligence: .................................................................................................................................... 705.43. Responsibility for Completeness ............................................................................................ 705.44. Responsibilities of the Bidder. ................................................................................................. 705.45. Corrupt and Fraudulent Practices .......................................................................................... 715.46. Integrity Pact ................................................................................................................................. 715.47. Modification/Cancellation of RFP: ......................................................................................... 72

ANNEXURE-1 ............................................................................................................................................. 73ANNEXURE-2 ............................................................................................................................................. 75ANNEXURE-3 ............................................................................................................................................. 77ANNEXURE-5 ............................................................................................................................................. 81ANNEXURE-6 ............................................................................................................................................. 82ANNEXURE-7 ............................................................................................................................................. 83ANNEXURE-8 ............................................................................................................................................. 84ANNEXURE – 8A ....................................................................................................................................... 85ANNEXURE – 8B........................................................................................................................................ 87ANNEXURE – 8C ....................................................................................................................................... 89ANNEXURE – 8D....................................................................................................................................... 95ANNEXURE – 8E........................................................................................................................................ 97ANNEXURE-9 ............................................................................................................................................. 98ANNEXURE–10.......................................................................................................................................... 99ANNEXURE-11.........................................................................................................................................100


ANNEXURE-12.........................................................................................................................................101ANNEXURE-13.........................................................................................................................................102ANNEXURE 14 .........................................................................................................................................103ANNEXURE 15 .........................................................................................................................................104

APPENDIX –A...........................................................................................................................................106APPENDIX-B .............................................................................................................................................107APPENDIX-C .............................................................................................................................................108APPENDIX-D.............................................................................................................................................109APPENDIX-E..............................................................................................................................................110APPENDIX-F..............................................................................................................................................113APPENDIX-G.............................................................................................................................................114APPENDIX - H...........................................................................................................................................122


1. INTRODUCTION

1.1. About Canara Bank

1.1.1. CANARA BANK, a body Corporate and a premier Public Sector Bank established in theyear 1906 and nationalized under the Banking Companies (Acquisition and Transferof Undertakings) Act, 1970 is having its Head Office at #112, J C Road, Bengaluru-560002. The Bank is having pan India presence of more than 5800+ branches, 118Regional Offices and 21 Circle Offices spread across the country. The Bank is workingon Core Banking System using Flexcube solutions.

1.1.2. A strong advocator of technology adoption, Bank intends to provide excellentBanking services of global standards to all its customers through its variouscustomer touch points – i.e., Branches and various Alternative Delivery Channels likeATMs, Internet Banking, Mobile Banking, Tele-Banking (IVR), Call Centre, Kiosks etc.

1.1.3. In addition to the regular Banking facilities, Bank also extends a variety of otherservices like Cash Management Service, Insurance, Mutual Funds, and Dematservices to its customers.

1.1.4. Along with Branches functioning on Core Banking System, Bank has set up alternatedelivery channels like ATMs, Internet Banking facility, Tele Banking facility, MobileBanking facility, Mobile Wallets, SMS alerts, etc. for providing technology basedadvanced customer service with access to Banking facility without time barriers andphysical visit to Branches. All types of alternate delivery channel Systems areseamlessly integrated with the Core Banking systems, confirming to applicable ITSecurity norms.

1.1.5. Bank has 10000+ ATMs across the country – all the ATMs are connected to theBank’s own Base 24 ATM Switch, which in turn, is integrated with Core BankingSystems. All the ATMs of the Bank accept VISA, Master and RuPay cards.

1.2. Definitions

1.2.1. ‘Bank’ means unless excluded by and repugnant context or the meaning thereof,shall mean ‘Canara Bank’, described in more detail in paragraph 1 above and whichhas invited bids under this Request for Proposal and shall be deemed to include itsuccessors and permitted assigns.

1.2.2. ‘RFP’ means this Request for Proposal prepared by Canara Bank for Selection ofservice provider for delivery of Call Centre Solution.

1.2.3. ‘Bidder’ means a vendor submitting the proposal in response to this RFP.

1.2.4. ‘Contract’ means the agreement signed by successful bidder and the Bank at theconclusion of bidding process, wherever required.

1.2.5. ‘Proposal’ means that Technical/Financial proposal including any documentssubmitted by the bidder as per the formats prescribed in the RFP.


1.2.6. ‘Successful Bidder’/’H1 Bidder’ means the Bidder who secures the highest as per theevaluation criteria after conclusion of the bidding process including the reverseauction, if any, subject to compliance to all the Terms and Conditions of the RFP, etc.

1.2.7. ‘Agent’ means Customer Service Associate (CSA) or Sr. Customer Service Associate(Sr. CSA) used interchangeably in this document. For the purpose of this RFP, Agentalso means Full Time Equivalent (FTE) logging for an aggregate 182 hours in a monthand the payment terms will be based on such number of FTEs employed and servicerendered.

1.3. Details about Existing Call Center

1.3.1. Bank established its own Call Centre during March 2008 at Bengaluru to providecustomer service through Inter-active Voice Response System (IVRS) as well asCustomer Service Agents ("CSA").

1.3.2. The software / hardware and other required infrastructure is provided by the Bank.The Call centre’s application is also seamlessly interfaced with Core BankingSolution. The management of Call Centre activities is presently outsourced to M/sCanbank Computer Services Ltd. (CCSL), a subsidiary of the Bank, which providesmanpower resources to Bank’s Call Centre. Currently, the Bank's Call Centre isoperating with a capacity of 100 work stations and is connected by three Toll FreeNumbers (& one Toll Number is exclusively catering to Global Card related queriesand NRI Customers).

1.3.3. Both, the IVR system and the Agents are capable of providing response in multiplelanguages (English, Hindi and six other Indian regional languages (Kannada, Telugu,Tamil, Malayalam, Bengali & Marathi)) as per choice of the customer.

1.3.4. Current Scope of services of Existing Call Centre

1.3.4.1. The call center at Bengaluru is operating with a capacity of 100 seats.

1.3.4.2. The current scope of services of the Bank’s Existing Call Centre includes Inboundcalls, Outbound calls, IVR functions and Online chat service.

a. Inbound calls are received for:

Product information to customers / General public: Deposit products, Loanproducts, Credit Cards, Depository Services, Interest Rate, Service Charges etc.

Account related information to customers: Balance enquiry, Transactiondetails, Interest earned/ paid, TDS, Standing instruction etc.

Service request: Statement of accounts, TDS certificate, Interest certificate,Internet & Mobile Banking related request (User id, Password not received),Debit card not received etc. Such requests are sent to Branches/Sections forresolution.

Facility of balance enquiry over missed call is also available.


b. Outbound dialer facility is being utilized:

As a recovery tool for reminding the customer for overdues in Retail Loanaccounts.

For onboard calling in respect of newly opened Housing Loan accounts.

Calling back product request leads received from various channels for furtherfollow up.

Financial Inclusion calls

c. IVR system:

The Bank currently supports the following functions directly via IVR through CustomerID and T-PIN authentication, viz. Balance Enquiry, Transaction Enquiry, Mini-statement.

d. Complaints

Complaints received at Call Centre are entered in CPGRS Package by the CSAs forfurther follow up by Customer Service Section of the Bank for final resolution.

e. Online Chat Facility

The Call Centre currently handles the online chat facility available on the Bank’scorporate website.

1.4. Objective of Present RFP

1.4.1. The Bank intends to expand its Call Centre capacity from the present level of 100Agents to 400 Agents in a phased manner, so as to enhance its capability to handlemore calls and provide more services through this channel. The Bank aims atexpanding the scope of services through inbound/outbound calls, IVR self servicefunctions and online chat facility to our existing and prospective customers.

1.4.2. The expansion plans include setting up of two call centers on fully outsourced modelat the following centres. The scope of the RFP including functionalities/services to beextended and modalities for setting up of these call centers is furnished in detail inthe subsequent sections/paras.

One call centre at Bengaluru. On satisfactory commissioning of new call centreat Bengaluru, the Bank may discontinue the existing call centre at Bengaluru.The timing of discontinuation of the existing call center shall be at thediscretion of the Bank.

The second call centre, in one of the centers as mentioned in para 2.3.1.2.

1.4.3. Such new call centers set up would be on a fully outsourced model, wherein theentire infrastructure required for setting up, implementing and maintaining the new


call centres, including but not limited to, hardware, software, connectivity withrequired band width, premises, various equipments, power requirement, furniture,security, insurance and all other infrastructural needs and complete manpowerrequirement would be provided by the Selected Vendor to deliver services as per thespecific scope outlined in this document. The Bank would provide only Toll Free andTolled numbers including PRI lines from telecom operators and actual meteredTelecom charges for Inbound/Outbound Calls.

1.4.4. These centers would expand the scope of our inbound/outbound services, IVRfunctions and online chat facility to perform several new activities such as handlingservice requests, specialized services for different group of customers such as HNI,NRI, etc. and handle Tele-marketing of our products to existing as well as newcustomers.

1.4.5. In this context, the Bank invites bids from prospective vendors for setting up andmanagement of the Call Centres with state-of-art facilities for handling inboundcalls that land at the Call Centers, outbound activities and other services asmentioned in the scope of this RFP. These Call Centres shall be setup and maintainedon fully outsourced model at vendor premises with all required infrastructure viz.,technology including IVR & CRM, manpower and Connectivity with adequatebandwidth supplied, implemented and maintained by selected vendor only.

1.4.6. This Request for Proposal document (“RFP”) has been prepared solely to enableCanara Bank (“Bank”) in the selection of a suitable organization for setting up &management of Call Centre operations on fully outsourced model. The selected“Vendor” must be able to commit the resources necessary and as required by theBank.

1.4.7. This RFP document is not a recommendation, offer or invitation to enter into acontract, agreement or other arrangement in respect of the Call Centre services. Theprovisions of the Call Centre services are subject to appropriate documentation(signing of Contract) being agreed between “Canara Bank” and the selected Vendorfor the purpose.

1.5. Eligibility Criteria

Only those Vendors who qualify the Eligibility Criteria mentioned below may respond.Sl.

No. Criteria Documents to be submitted

1. The bidder must be a Public/Private LimitedCompany registered in India under theCompanies Act, 1956 and should have beenin operation for at least 5 years as on31.03.2016. In case the current vendorCompany is the result of a merger /acquisition, at least one of the mergedcompanies should have been in operationfor at least 5 years as on 31.03.2016.

Copy of Certificate ofIncorporation and Certificate ofCommencement of business incase of Public Limited Company orCertificate of incorporation incase Private Limited Company,issued by the Registrar ofCompanies.


Sl.No. Criteria Documents to be submitted

2. The bidder or its wholly owned subsidiarywhich is providing BPO/Call Centre servicesmust be profitable and have operatingprofit from its Call Centre Operations basedin India during any two of the last threefinancial years, i.e., 2013-14, 2014-15 and2015-16 audited figures

Copies of audited balance sheetsand Profit & Loss statements forthe last three financial years (i.e.audited statements for 2013-14,2014-15 and 2015-16) should besubmitted along with the offer. Inthe event that profit is notpublically reported for the Indiancall centre operations of thevendor / its subsidiary, acertificate to this effect from aChartered Accountant should beprovided.

3. The bidder or its wholly owned subsidiaryproviding BPO/Call Centre services musthave registered itself with Department ofTelecommunication (DoT) / TRAI.

Bidder to submit DOT/TRAIcertificate for locations/ centres.

4. The bidder should not have beenblacklisted/suspended/barred fromoperations by any Regulatory/Statutoryauthorities for any violations / non-compliances during the last 3 years. If abidder chooses not to disclose any suchissue, and the same comes to Bank’s noticeat a later date, the Bank will be free torevoke any contract entered with thevendor at its discretion.

Self Declaration from the bidderto be submitted.

The certification/declaration bythe bidder shall be on the bidder’sletter head duly signed byauthorized signatory/power ofattorney holder.

5. The bidder or its wholly owned subsidiaryproviding BPO/Call Centre services shouldbe operating with an aggregate of at least3,000 Full Time Equivalents (FTEs) for itsCall Centre Voice Operations based in Indiacatering to Domestic/International Clients,with a minimum of 50% of FTEs catering toDomestic Clients during last financial year,i.e. 2015-16.

Please provide letter from client/LOI/ Agreement with the client tothis effect.

6. The Clientele of the bidder or its whollyowned subsidiary must include at least onereputed Scheduled Commercial Bank(Indian / Foreign Bank, operating in India)with total annual business (Deposits +Advances) exceeding Rs.1.5 lakh croreduring the last financial year, i.e. 2015-16for whom the vendor has set up a CallCentre of at least 150 FTEs. Alternatively,the bidder should have a Call Centre of at

Please provide letter from client/LOI/ Agreement



least 300 FTEs for a single IndianPSU/Government Organization or 500 FTEsfor a single client.

7. The bidder should have obtained ISO/IEC27001:2013 certification.

Bidder to submit Certificate.

8. Bidder’s yearly gross revenue from callcentre voice operations based in Indiashould be minimum of Rs. 50/- crore duringlast three financial years, i.e. FY 2013-14,2014-15 and 2015-16.

Copies of audited balance sheetsand Profit & Loss statements forthe last three financial years (i.e.for 2013-14, 2014-15 and 2015-16) or letter from CharteredAccountant should be submittedalong with the offer.

9. As per Central Vigilance Commission (CVC)directives, it is required that Bidders/Suppliers / Contractors observe thehighest standard of ethics during theprocurement and execution of suchcontracts in pursuance of this policy.Further, all bidders to submit an “IntegrityPact” as per Appendix G on non judicialstamp paper of requisite value.

Bidder to sign & submit the“Integrity Pact” as per Appendix Gon non judicial stamp paper of Rs.200/-


2. PROJECT SCOPE

2.1. Proposed Model of the new Call Centers to be implemented and maintained.

2.1.1. There are several changes in customer needs and interactions today with Bank,strongly influenced by external environment such as social media, smart phones,advertising, etc. These changes are pre-empting Companies/Banks to evaluatemigrations from traditional Banking to newer digital channels to stay constantly intouch with the customer and at the same time control Banks’ operating costs andoffer Banking facilities without any time barriers and without visiting the Branches.Given that the number of channels that the customer uses today is increasing,digital channels with new offerings and capabilities is the only way to servechanging customer needs of our Bank at affordable costs.

2.1.2. Therefore, to remain relevant and competitive to our customers, our Bank hasembarked on a journey to improve digital Banking services. As part of strengtheningits digital offerings, it aims at establishing state of art call centers that provideseveral facilities being offered at branches, on call to its customers. The Bank intendsthe new call centers set up, to not just perform inbound activities of current services,but also to become a key channel for marketing new products/services, launch ofnew services/products, sales and recovery interactions over the period of thecontract.

2.1.3. The Vendor selected through this RFP shall set up the state of the art call centers attwo locations as specified hereunder.

One in Bangalore with an initial capacity of 150 FTEs

The other with an initial capacity of 100 FTEs, in one of the centers asmentioned in para 2.3.1.2.

2.1.4. The Bank has plans to ramp up the number of FTEs upto 400 at the above locationsdepending upon the review and requirement, as mentioned in para 2.3.2.1.However, Bank is at liberty to amend the ramp up plan in terms of the number ofFTEs or its timing depending upon review and requirement. The payment shall bemade for actual number of FTEs deployed as per Bank’s requirement. Bank shall alsohave discretion to choose one more location for the numbers to be ramped up as permutual discussions within the price bid quoted for the “Other Location” selected inthe initial phase.

2.1.5. The centers set up by the Vendor would perform both inbound and outboundfunctions, Self service functions through IVR, Customer Segmentation, Online Chat,Other channels and new initiatives as per the scope of work mentioned under item2.2 of this RFP.

2.1.6. The Call centers to be made operational by outsourced vendor would includeadvanced functionalities such as Co-browse facilities, Social Media, SMS, Bulk E-mailetc. to be implemented in a phased manner depending on the Bank’s plan in thefuture to provide a seamless digital experience to the customer. The said advancedfunctionalities are not envisaged for the first phase of implementation. The Bankmay decide to implement the same at a future date at its discretion and the sameshall be as per mutually agreed terms and conditions.


2.1.7. The centers that would be set up by the Vendor would be on a completelyoutsourced model with the Vendor bringing in all the necessary infrastructure,complete manpower, total hardware and software (CRM, IVR, Middleware etc.) thatis required to run the contact center with the scope of work as mentioned in thisdocument. The Vendor shall integrate their software with that of the Bank’s existingsoftware to seamlessly integrate data and provide an omni-channel experience tothe customers. The Vendor shall also provide a middle ware to facilitate integrationof Vendor's software to Bank's software.

2.1.8. The Technology of the Vendor would include Customer Relationship Managementsoftware (CRM) that shall facilitate Agents to answer customer queries and recordservice requests for further processing by the Bank. Such CRM should facilitatefulfillment of service requests placed by the customer with a customer service agentthrough proper workflow management i.e. through a customer request resolutionmodule that can be used by the Branches and Wings to fulfill / complete suchrequests.

2.1.9. The Request for Proposal includes scope of work and the other requirements of theBank to establish new call centers on outsourced model at two locations i.e one inBangalore and the other in any one of the centers as mentioned on para 2.3.1.2 thatwould facilitate and offer a holistic experience to the customers of our Bank.

2.2. Scope of Work

2.2.1. The scope of functions/work/solutions to be covered by the selected vendor for theCall Centres to be set up can be broadly classified into the following categories:

a. Inbound callsb. Outbound callsc. Self service functions through IVRd. Customer Segmentatione. Email and Chat based servicesf. Other Channels & New initiatives

2.2.2. The subsequent sections describe envisaged scope of services. However, the Bank isopen to refinement to this scope based on Vendor interaction at the pre-bid meetingat the sole discretion of the Bank. The scope of services will hence be finalized at thepre-bid meeting.

2.2.3. Inbound Calls

The following table indicates an illustrative (not exhaustive) list of functions to becovered under inbound calls:

S.No Category Descriptiona. General

enquiries onProducts &services of theBank and third-party products

An indicative list of products on which general oraccount related queries are expected to be received,is: Deposits & Advances Demat /OLT accounts


sold & servicedby the Bank

Loyalty & Rewards program RTGS/NEFT All Card Products (Credit Cards/Debit Cards/Gift

Cards/ International Travel Prepaid Cards etc.) Associate party products such as Insurance,

Mutual funds, Savings Bonds, PPF, PensionScheme, Senior Citizen’s Saving Schemes, CashManagement Services and other services availablein the Bank Any other new products launched by the Bank

The types of account related queries expected to bereceived include balance outstanding, maturityamount of FD, maturity date of FD, cheques creditedor debited, loan outstanding, payments due, interestdebited, etc.

Enquiries can also be expected on last transactionsinformation made through any channel of the Banksuch as Internet Banking, Mobile Banking, ATM,Branch, etc.

General product queries would need to be captured inthe Centralized Lead Management System to beprovided by the Vendor.

Balance enquiry and other services over missed call.

b. Account basedEnquiries

Account related inquiries include providinginformation about Account Balance, Details oftransactions, Status of Account, Chequebook issue,Rate of Interest, Loan instalments/EMI information,Maturity or Overdue data relating to Term Deposits,etc.

c. Account basedRequests

The types of service requests expected to be receivedinclude Cheque book issue, Statements/Pass books ofany accounts, Remittances.

It shall include statement request for loans, Interestcertificate issues, schedule of payments along withEMI and Principal, etc. for various loan relatedproducts.

Queries on earlier service requests would also need tobe handled.

All service requests would have to be recorded andmade seamlessly available to the respective branch /processing centers / wings for processing of suchrequests through a web based service requestmodule.

d. Complaints Complaints may be expected on any of the Bank'sproducts.

All complaints / feedback / suggestions from


customers and non-customers would need to berecorded in the Canara Public Grievance RedressalSystem (CPGRS).

Queries on earlier complaints also need to behandled.

e. Support servicesonInternet &Mobile Banking

All queries related to Internet & Mobile Bankingincluding

o account opening status,o account lockout problems,o funds reversal issues,o issuance and reset of user ID and passwordo registration for SMS / email alertso mobile Banking activation / registrationo registration for utility bill payment facility etc.

would need to be handled

Customers might also need to be handheld andguided through the entire processes of Internet andMobile Banking registration & usage.

f. Card relatedservices

Call Center should perform the following card relatedservices:

o Hot-listing of all cards (Debit & CreditCards/International Travel Prepaid Cards)

o New card issuance requests & relatedgrievances

o Generation / Re-generation of PINo Statement for Credit card spendo Grievances on wrong debits to card

account / failed transactions done onlinethrough Credit Card/Debit Card etc.

g. ATMRelatedFunctionalities

ATM Service related queries All ATM related complaints including non-disbursal of

cash would need to be recorded and handledappropriately by forwarding it to concerneddepartment and recording them on the platform /software provided by the Bank or brought by thevendor.

Card hot-listing and complaints related to wrongfultransactions.

Call logging for down ATMs with concerned vendor.

h. ATM/E-Lounge/BranchLocator

The Call Centre should be able to provide the locationof ATM/E-Lounge/Branch from the Bank’s data base.

i. Marketing The call centre Agents would need to be completelywell versed with Bank's product information so as to


be able to pitch to customers calling for enquiries e.g.knowledge of Bank’s products/services, Interest ratesand corresponding ones of competitor Banks etc.

All Agents shall be well versed with Bank’s technologyproducts and Alternate Delivery Channels.

The products that would be pitched to the customerscould be universal like "product of the day" whichshall be designed by the Bank or customized based onpredictive intelligence generated for the differentcustomers for the Bank.

The call centre Agents should be trained to deal withqueries related to new products launched by otherBanks and how Bank's products stock up againstthem if need be. However, these calls can be handledby supervisors rather than Agents at the discretion ofthe vendor.

j.HNI/ NRIaccounts

All above listed functions and services would also need tobe provided for NRI/ HNI accounts on specialized basis ifneed be.

2.2.4. Outbound Calls

2.2.4.1. Bank shall initially begin its pan India outbound calling activity mainly with softrecovery for overdues from customers having retail loans with the Bank, onboardcalling in respect of newly opened retail loans, Financial Inclusion calls and callingmissed call users and other leads for product information and any other service.

2.2.4.2. The scope of outbound activities will be further expanded to all the processes andservices including telemarketing / telesales, depending upon the maturity ofCall Centre and Bank’s readiness.

2.2.4.3. An indicative (not exhaustive) list of the functions to be covered under outboundcalls is given below:

Sl.No Category Descriptiona. Marketing

functionsincluding crosssell and up-sell

The Bank conducts several sales campaigns forpromotion of new / existing products from time totime. The Bank also runs marketing campaigns forenhancing brand equity and product awarenessamong target audience. The Call Centre will berequired to assist the Bank in its endeavours bymaking outbound calls to customers and non-customers, to execute the following functions:

Cross-selling & up-selling of Bank's products tocustomers.

Popularizing sales promotional offers such asspecial interest rates, waiver of charges, freebies,etc. to customers.


Popularizing Bank's products to new customers. During the above process, any leads arising out of

dialogue with customers and non-customers wouldneed to be recorded in the Centralized LeadManagement System to be provided by the Vendor.

The CSAs are expected to be fluent with the Bank'sproduct information like interest rates, loan TurnAround Times (TATs), collaterals etc. Also, they mustbe aware of salient product features as compared toother Banks’ products so as to enable better selling.

The call center CRM should be capable of generatingsmart customer analytics to help the agent on thecall. It should show the product list currently availedby the calling customers and product list which canbe cross sold to the customers based on smartanalytics generated from previous interactions ofthe customer with the Bank.

b. LeadProcessing

The Call Centre to perform the following functions: Preliminary lead validation – verification of

number, name, purpose, etc. Fixing of appointment and assist in fulfilment of

the lead generated. Assistance in lead escalation and follow up for

different businesses of the Bank such as RetailLoans and Advances, SME business, Agriculture,Retail deposit customers, Other Retail productssuch as Insurance, Mutual funds, Credit cardsetc.

The call center should also systematically captureleads through various Alternate Delivery Channels(ADCs) which would then be validated and verifiedand passed on to the respective wings / branches forfulfilment.

c. Onboarding The call center should also do the following functions toonboard new customers to the Canara Bank ecosystem:

Welcome calling to Retail & SME loan customers. Welcome calling to Retail Deposit customers. Activation of Alternate Banking channel for Retail

Loan and Deposit customers. Feedback calling post three months or the case

may be of new customers to ensure that they aresuccessfully on-boarded.

d. Soft Recovery The Bank may consider to use the Call Centre for recoveryof its overdue loans, in which case, the Call Centre will berequired to execute the functions, given below: Make soft reminder calls to customers on the overdue


loans. Make follow-up calls to customers and coordinate

with recovery agents (if any).

e. CustomerSatisfactionSurvey

The Bank will use the Call center to conduct customersatisfaction survey across various services provided bythe Bank including call center services. This can beconducted through calling of customers or through theIVRS or through an automated SMS at the discretion ofthe Bank

f. Others The Bank will also utilize the services of Call Centre forthe following adhoc purposes: Data verification to ensure the correctness of

existing customer details. Follow up on KYC submission for new

customers. Call back to premium customers. Make calls to customers with dormant accounts. Make calls to customers whose calls got

disconnected due to technical / operationalsnag.

Call back to customers trying to activateInternet/Mobile Banking but abandoned theprocess due to various reasons.

Call back to customers who have responded tothe First Time Resolution.

Calling Bank's Branches/Offices to conveyinformation about new initiatives.

Calls relating to Financial Inclusion initiatives ofthe Bank

Calls for marketing of Tech Products

2.2.5. IVR – Integrated Voice Response

2.2.5.1. Apart from the Agent staffed contact centre, the Bank also has a self servicechannel mainly in the form of IVR. The Vendor will be required to continue tosupport all functions that the Bank currently supports on its IVR which includes thefollowing:1. Balance enquiry2. Mini-statement3. Product Information & Interest Rates

2.2.5.2. The IVR system deployed by the vendor should have capabilities to authenticateuser based on T-PIN or Debit Card / Credit Card and PIN combination or any otherparameter decided by the Bank. For this purpose, the vendor shall develop andprovide a T-PIN application.


2.2.5.3. Additionally, the Bank would require the following services to be deployed on theIVR provided by the vendor:

Request for Debit card issuance Generation / re-generation of Debit Card PIN Cheque book issuance Blocking of Cards (Debit Card / Credit Card /International Travel Card) with OTP Blocking of account with OTP Stop cheque request Registering of SMS facility through registered mobile Registration for Debit Card loyalty program Funds transfer to “Intra-Bank” accounts Utility Bill Payments registration Tax Payments Donations Credit Card Payments Credit Card PIN generation / re-generation Feedback request Activation of Mobile Banking

2.2.5.4. The IVR technology deployed should support all services mentioned aboveincluding change requests for the above mentioned functionalities without anyadditional cost.

2.2.5.5. The Vendor should be able to configure important messages/advertisements freeof cost on IVR / waiting period of the call. The content and time period for suchmessages/advertisements shall be decided by the Bank. Bank would provide scriptfor such messages/ advertisements to be configured on the IVR.

2.2.5.6. Additionally, the Bank might require more services / functionalities to be deployedon the IVR. The vendor should be able to implement such additional functionalitieson the IVR, as required by the Bank, on mutually agreed terms & conditions.

2.2.6. Email and Chat based services

2.2.6.1. The vendor shall provide chat solution as part of this proposal and extend the sameto required number of agents. The chat functionality shall be integrated into theBank’s Website. To begin with, chat facility shall be extended to 20 Agents and thesame may be increased or decreased as per the discretion of the Bank.

2.2.6.2. The vendor shall handle only emails related to the calls for which the Bank shall extendits email platform. The Bank may decide to implement Bulk email facility at a laterstage which shall be as per mutually agreed terms & conditions.

2.2.7. Segmentation

2.2.7.1. Calls from the segments mentioned below would need to be attended by moreexperienced, multi- skilled and suitably trained agents: HNI Customers Corporate / SME Customers


NRI Customers Internet and Mobile Banking Customers Calls received from Hotlines placed in Branches – may be introduced in future Any other segment which the Bank decides to add in future

2.2.7.2. The Bank requires Sr. CSAs i.e. more experienced and better rated Agents to beattending calls related to these specific customers. Currently the call centre has aseparate line for HNI & NRI customers. The Bank also has a separate line for StateLevel Bankers Committee (SLBC) for Kerala. The new call centre vendor is requiredto continue this facility in future. The Bank may also introduce additional Toll FreeNumber which the vendor has to integrate the same with existing IVR.

2.2.7.3. The vendor would also be expected to route calls to the respective Agentsdepending on caller identification through T-PIN or call from registered mobile orany other means for existing customers who call the general toll-free number1800-425-0018. Such systems to identify callers should be developed by theVendor to extract relevant information from the Bank's existing CBS when thecustomer calls the call centre.

2.2.8. New initiatives at Call Centre

2.2.8.1. The Bank at its discretion might propose to implement the following newinitiatives at the Call Centre in future: Setting up of Call Centre for Regional Rural Banks (RRBs) sponsored by the Bank Any other project undertaken by the Bank in future

2.2.9. IVR Structure and Call flow

2.2.9.1. The Vendor selected to run the Call Centre on outsourced model will be required todesign the IVR tree structure in consultation and with the approval of the Bank. TheIVR deployed by the vendor shall be built as per the requirement of the Bank andhosted at Bank’s location. The IVR shall be enabled to receive calls directly from thetelecom service provider at the respective centers without the need for outbounddialing for transfer of calls between the two locations. Necessary infrastructuresuch as ACD, CTI, Call Logger etc. shall be made available at both the centers for calllogging/recording at the respective centers. The Bank shall take the responsibilityof initial routing of calls at the telecom service provider level received on the tollfree number to both the locations as per the discretion of the Bank. The vendorshall make available the necessary infrastructure for further routing of callsbetween both centers as maybe necessary to facilitate transfer of calls betweenthe two locations. The vendor shall be responsible for providing the connectivitywith required bandwidth for further routing of calls post IVR.

2.2.9.2. The Bank may suggest changes and customization in IVR tree structure from timeto time, pertaining to the functionalities as mentioned in clause 2.2.5.3, which theVendor will be required to execute within 7 working days free of cost. In the eventthat the changes/service requests are complex in nature, the execution time will bemutually agreed upon. The initial IVR flow implemented by the vendor should becapable of being scaled up to support increase in ports as well as functionalitiesrequired by the Bank and no incremental cost would be borne by the Bank for thesechanges.


2.2.10. Customer Relationship Management (CRM)

2.2.10.1. The Vendor shall deploy their own Customer Relationship Management (CRM)software, which will be customized as per the Bank’s requirement. The CRM andT-Pin applications shall be hosted at Bank’s DC and DR locations which are atBengaluru and Mumbai respectively. Vendor to provide the necessaryinfrastructure i.e Servers, routers, switches, connectivity etc. The CRM should beable to support all functionalities / scope of work that are expected to beperformed in the call center as discussed above. The CRM should be capable ofproviding all details of the customer based on the caller information from theACD and provide contextual information during calls to provide a more effectiveresponse by the CSAs.

2.2.10.2. The proposed CRM should support the CSA with the right tools and informationto interact with the customers effectively and handle/wrap calls within theshortest response time. It should have a clear seamless workflow capable ofmaking tasks more objective for the CSA. The CRM should include state of the artarchitecture to include futuristic initiatives such as the ability to provide customeranalytics and other assistance to the Agent. It should also facilitate assignment ofcustomer requests to respective wings / branches / central processing units/other offices of Bank.

2.2.10.3. The vendor being solution provider under OPEX model, should undertake needbased enhancements/upgrades to the CRM software from time to time tosupport the functionalities as envisaged in this RFP without any additional cost.

2.2.10.4. Key functionalities expected from the CRM brought by the vendor shall include:

1. Relevant screen pop-ups to the agents along with the details of previous callsduring the last 30 days, on the Agent’s desktop on the basis of previousinteractions through CTI, DNIS (Dialed number identification sequence), etc.

2. SMS, Email, Fax and Web based lodging of queries, web chats & resolution

3. Announcement of call queue waiting time for all customers. Call queuewaiting time is the waiting time in Automatic Call Distributor (ACD) queueafter pressing prescribed digit to talk to the Agent but before being answeredby the Agent.

4. Premium Customers Line: Option for HNI / specific customer groups to requestfor a call back by agents in case the waiting time exceeds 20 seconds, such thatin case such customer wishes to stop waiting and registers for the said option,an announcement will be played to customer that an Agent will call him backshortly. Thereafter, an Agent will make an outbound call to the customer. Themaximum call back time will be as defined by the Bank from time to time.

5. Option to transfer a call to relevant IVR or Agent without disconnection of thecall in case a call meant for one segment, lands on to the Agent of anothersegment.


6. Ability to be integrated with other relevant systems of the Bank to facilitateauthentication of customer, processing of transactions and enhance customerexperience.

7. CRM brought by the vendor should facilitate fulfillment of service requestsplaced by the customer with a call centre Agent through proper workflowmanagement i.e. through a customer request resolution module.

a. This module can be either a part of the CRM or a separate independentmodule.

b. A web based access of this module should be provided to our branches /sections to view and fulfill the service requests, complaints, queriesrecorded by the CSAs on behalf of customers.

c. The Bank / wing / processing center should be able to identify requestsassigned to them and update status of completion of such requests.

d. The CSA in turn should be able to indicate the status of such request tothe customer, if requested.

2.2.10.5. All Agents should capture/log details of each call in the CRM system, whichshould be stored in the server provided by the Vendor and made available to BankOfficials for verification. The integration with the Bank software will be solelywith the purpose of enabling authentication and access based on customerinformation. When the Bank upgrades its existing version of the CBS, the CRMshould be able to seamlessly integrate with the new upgraded CBS of the Bank.For all such additional integrations, the commercials will be on mutually agreedterms and conditions.

2.2.11. Integration with Bank’s back-end applications

2.2.11.1. The Vendor selected to run the Call Centres will be required to carry outintegration with multiple applications used by the Bank.

2.2.11.2. In the first phase, the Vendor has to undertake integration/interface with thefollowing systems/applications of the Bank without any additional cost.

Core Banking System: The Bank presently uses Flexcube of M/s OFSS with IBMas Service integrator.

ATM Switch: The Bank is presently using Base 24 ATM Switch All Alternate Delivery Channels such as Internet Banking, Mobile Banking,

Debit/Credit/International /Prepaid Card Management systems, Cash DepositMachine.

SMS servers, Demat operations, Loan Processing System (ALPS/LOS), PPF,Complaints/CPGRS, CHIP, e-payment of taxes and Pension package.

Data Warehouse – Bank is in the process of implementing enterprise wideData Warehouse through M/s Wipro Ltd as system integrator for integratingall customer related data from various sources. The vendor shall integrate hissystems with the Data Warehouse for cross flow of information, whenlaunched by the Bank without any additional cost.

2.2.11.3. The above systems are maintained by different vendors and some packagesdeveloped in house by Bank. The vendor has to coordinate and liaison with therespective source vendors to provide seamless integration and factor the cost forabove integrations. Bank shall facilitate interaction/meeting with the sourcevendors.


2.2.11.4. The vendor shall develop and provide Customer Request Resolution modulewhich shall be used to fulfill the service requests/queries raised by customersreceived at Call Centre. A web based version of the same should be madeaccessible to each of the Bank’s branches and the Vendor shall perform such otherintegration that is required to enable such access to the branches. Access to CRMis not envisaged for all branch users. The Vendor will also perform suchintegration with sub systems including Cheque book request package, Debit Cardpackage, Credit Card package, Prepaid Card package, International Card packageand other alternative delivery channels of the Bank etc. to facilitate single view ofall requests placed by customers. Customer Request Resolution module shall beprovided as a separate independent package/module which shall interface withthe CRM.

2.2.11.5. While such required software shall be implemented by the vendor, vendor shouldrecommend a highly secure model, agreeable by the Bank to ensure utmost datasecurity of customer data. These integrations will be solely with the purpose ofenabling authentication access based on customer information.

2.2.11.6. Integration with new systems introduced by the Bank if required should besupported by the vendor and the commercials for the same shall be as permutually agreed terms and conditions. The vendor being the solution providershould undertake necessary upgradation/ enhancements to call center softwaresolution during the period of contract, free of cost.

2.2.11.7. The Bidder should work closely with M/s IBM India Pvt Ltd., (the existing SystemIntegrator for CBS), M/s Oracle (CBS Flexcube provider), M/s FSS maintaining(ATM Switch) and other various existing vendors supporting various deliverychannels and other packages of the Bank or such other new vendors the Bankmay bring in for supporting the above systems/delivery channels/packages forinterfacing the Call Center system with the aforementioned Bank's back-endsystems.

2.3. Setting up the New Centers

2.3.1. Plan for Locations

2.3.1.1. The Selected Vendor has to set-up the new call centres on fully Outsourced modelwith all resources at two locations i.e one in Bangalore and the other in any one ofthe centers as mentioned in para 2.3.1.2 as per the scope of work of this RFP. Thevendor shall specify the exact location of call centre (other location) at theappropriate place provided in the Price Bid as per Annexure 15. Bids submittedwith other than the specified locations or Bids without specifying any location areliable to be rejected.

2.3.1.2. The vendor shall setup the other call center (apart from Bengaluru) at any one ofthe following locations:

Ahmedabad Bhopal Bhubaneshwar Chandigarh Delhi, including National Capital Region (NCR)


Jaipur Karnal Kolkata Lucknow Mumbai, including Mumbai Metropolitan Region (MMR) Patna Pune Ranchi

2.3.1.3. The vendor shall integrate both the call centers to offer a common experience tothe customers.

2.3.1.4. Bank shall also have discretion to choose one more location for the numbers to beramped up as per mutual discussions within the price bid quoted for the “OtherLocation” selected in the initial phase.

2.3.1.5. The Call Centre should commence operations within 4 months from the date ofexecution of agreement by the successful vendor.

2.3.1.6. The call volumes that will be handled by the different call centers would bedynamic and will be revised from time to time depending on call volumes,performance of the vendor on SLAs and KPIs as well as customer feedback.However, any changes in call volumes to be handled will be intimated well inadvance by the Bank to the centers and concerns, if any would be appropriatelyaddressed by the Bank. The Bank reserves the final right to determine the callvolumes between the different centers that would be set up.

2.3.2. Capacity

2.3.2.1. Initial Capacity for the centers shall be 150 at Bengaluru and 100 at the otherLocation. The Bank has plans to ramp up the overall capacity of FTEs to 400including the initial deployment as per the ramp up plan indicated below:

Timelines Bengaluru Other LocationInitial Capacity 150 100

During 1st year of OperationsAdditional 100 dependingupon review/requirement

During 2nd year of Operations Additional 50 dependingupon review/requirement

2.3.2.2. Bank is at liberty to amend the ramp up plan in terms of the number of FTEs or itstiming depending upon review and requirement. If need be, Bank may call uponthe vendor for ramping up earlier than proposed; vendor should be able to rampup as per Bank’s request at 3 months’ notice. Continuous engagement of rampedup FTEs shall be subject to review and requirements of the Bank. Bank shall alsohave discretion to choose one more location for the numbers to be ramped up asper mutual discussions within the price bid quoted for the “Other Location”selected in the initial phase. The payment shall be made for actual number ofFTEs deployed as per Bank’s requirement.


2.3.2.3. The premises and other infrastructure facilities should be state of the art andhave capacity for quick scalability to higher volume of calls as per requirements ofthe Bank in view of integration of several functions and new initiatives to beundertaken at the Call Centre.

2.3.3. Business Continuity and Disaster Recovery Plan

2.3.3.1. It is reiterated here that Bank would like to operate atleast two locations at anypoint of time as a measure to limit operational risk and ensure continuedcustomer service, i.e., one location is a disaster recovery (DR) unit to the other orvice-versa. Both the centers will be functioning concurrently and in case of anyexigencies, one center shall act as DR to the other.

2.3.3.2. The Vendor has to develop, establish and demonstrate robust framework fordocumenting, maintaining and testing Business Continuity and recovery plan. TheDR plan of the call center should be reviewed from time to time when newcenters come up and the vendor should submit changes to the businesscontinuity plan appropriately.

2.3.4. Transition plan

2.3.4.1. The Vendor will be required to provide a Transition Plan to be approved by theBank for establishing the Call Centres with all required services. The existing all-India Toll Free Numbers/tolled numbers of the Bank shall continue to be used bythe vendor.

2.3.4.2. The vendor shall migrate the data from existing operational CRM to the proposedCRM deployed by vendor. The information to be migrated would include completedata including call recordings/ logs, list of open transactions such as servicerequests, issues, leads etc. The vendor shall be responsible for closing all the opentransactions and provide seamless services to the Bank’s customer.

2.3.5. Data Integration

2.3.5.1. Vendor also, shall carryout any integration which might be required for smoothand seamless functioning of the proposed call centers. Vendor would need tointegrate their CRM with Bank’s systems such that information flows smoothlybetween Vendor and the Bank.

2.3.5.2. The vendor on-boarded should also ensure that the data integration is completeacross all locations of the call center which would be the Bengaluru centre andone another center as mentioned in para 2.3.1.2.

2.3.6. Period of Contract

2.3.6.1. The contractual period will be 3 years 4 months from the date of execution of theagreement. The contract period is inclusive of 4 months period envisaged forsetting up, migration and operationalization of the call centers. The contract maybe extended for a further period of 2 years at the same locations on the sameterms and conditions. However, there is no binding on the Bank to necessarilyextend the contract with the selected Vendor and the Bank is at liberty to engage


a new vendor through a fresh RFP. Further, the Bank may also examine renewingthe contract with the selected vendor after completion of said 5 years at thediscretion of the Bank on mutually agreed terms and conditions or float a freshRFP.

2.3.6.2. Initially, the functioning of call centre will be comprehensively reviewed once in amonth consisting of top management committee to be constituted for thispurpose by the Bank. Post first six months of operations, the performance shall bereviewed once a month at the local center level and once a quarter at the apexlevel. The quarter for this purpose would mean the periods January – March, April-June, July-September and October-December and quarterly review shall takeplace in the months of April, July, October and January every year respectively.

2.3.6.3. In case, during reviews of the performance of Call Centre by the Bank beforeexpiry of Contract, the Bank decides to terminate the relationship on any count,the Bank may do so by giving a notice for a period of 3 months to the Vendor.

2.3.6.4. In this case, the Vendor would need to ensure smooth transition to a new Vendorand will be bound by the contract to stay at the same rates until the Bank deemscomplete transition even if it takes more than three months. In case the Vendordecides to terminate the relationship with the Bank, they will give a minimumnotice for a period of 9 months to the Bank.

2.3.6.5. Also, in both cases, the Vendor shall be contractually bound to stay on at samerates until smooth transition to a new Vendor is achieved – all processes and callshave been successfully migrated to the new Vendor’s sites. The Vendor shouldalso provide documentation of all processes and manuals to facilitate knowledgetransfer and smooth transition to the new Vendor or to the Bank. Any significantdip in service levels during transition/notice period i.e. drop in key SLA parameterssuch as wait time, call drop percentage, call quality score etc. shall lead toinvocation of Performance Bank Guarantee by the Bank.

2.3.7. Penalty for delayed implementation

2.3.7.1. The proposed call centers shall commence operations within 4 months from thedate of execution of agreement.

2.3.7.2. The successful bidder must strictly adhere to the delivery dates as indicated inthis RFP for operationalization of the proposed call centers. Failure to meet thedelivery dates, unless it is due to reasons entirely attributable to the Bank, mayconstitute a material breach of the Bidder’s performance.

2.3.7.3. As a deterrent for delays during implementation, Bank shall levy penalties fordelays attributable to the successful bidder. The reasons like non-familiarity withthe site conditions, Bank applications and/ or existing IT infrastructure will not beconsidered as a reason for delay.


2.3.7.4. Penalty based on following table will be levied for delay in meeting the deliverydate.

Delay PenaltyUpto 2 Weeks 0.5% of projected outflow for 1st year2 – 4 Weeks 1% of projected outflow for 1st year4 – 6 Weeks 1.5% of projected outflow for 1st year6 – 8 Weeks 2% of projected outflow for 1st year>8 Weeks 3% of projected outflow for 1st year

2.3.7.5. A cap of 3% of the Projected Outflow would be reserved as penalties against anydelay in meeting milestones.

2.3.8. Call Centre Infrastructure to be provided by the vendor

2.3.8.1. The infrastructure refers to the physical facilities such as premises, furniture,hardware, software, and arrangement for connectivity to Bank’s data sources forsmooth operations of the Call Centre. The Vendor apart from manpower willprovide the complete infrastructure as indicated in Para 2.3.9. Further, themaintenance of equipment, subscriptions to software/application licenses,antivirus, insurance, technical support for infrastructure will also be the soleresponsibility of the Vendor.

2.3.8.2. Further, the vendor shall also provide the rights to use the software deployedincluding the CRM, IVR, call flow etc. to the customer service agents. Further, themaintenance of such software / hardware provided shall also be the soleresponsibility of the Vendor.

2.3.9. Vendor will provide:

The Vendor will put in place state of the art infrastructure required for the dailyfunctioning of the call centre in his locations including:

2.3.9.1. Premises, Furniture and Amenities:

2.3.9.1.1. The Vendor will be responsible for providing premises, infrastructure andfacilities duly equipped with power, lighting, network connectivity, securitysystems etc. with arrangements towards AMC, repairs/replacements incidentalthereof. Provision must be made for adequate seating for Customer ServiceAssociates ("CSAs"), Team Leaders, Assistant Managers, Trainers and othersupport staff with proper lighting, air conditioning etc. to ensure sufficient andproper working space to all personnel deployed at the Call Center. This is alsoinclusive of providing cabins and workstations etc. at no extra cost for the Bankemployees and/or employees of associates/subsidiaries/third party agenciesthat bank may deploy in the proposed call center for administrative andmonitoring purposes.

2.3.9.1.2. The premises of the call center at both the locations shall be on ownership/leasebasis. If the premises is on a lease basis, the lease shall be valid for the entirecontract period. However premises held on sub lease is not permissible. Theselected vendor shall submit the proof of ownership/lease deed of the premises.


The selected vendor should also furnish the details like address of the premises,area of the premises, the layouts and other facilities provided. These shall havethe approval of the Bank.

2.3.9.1.3. Other basic facilities like water, toilets, canteen, lockers etc. should also beprovided. Adequate training facilities should also be provided includingavailability of proper rooms with whiteboards, projectors and other appliances.There should also be a provision of CCTV cameras at the site, the feed fromwhich would be provided in the rooms of the Bank officials.

2.3.9.2. Hardware, Software, Connectivity facilities:

2.3.9.2.1. The Vendor will be responsible for all the hardware, software and connectivityfacilities required for smooth operation of a call centre. This includes:

Complete hardware and software for CSAs (e.g virtualized desktops,headphones, Servers that will host the data etc),

Necessary CRM & Middleware required for integration. IVR application with Server, CTI Solution including ACD, Dialler, Voice Logger,

Disaster Recovery Solutions, etc. Vendor should provide top notch ACD capable of national load balancing and

automatic routing or rerouting of calls between different centres. All contemporary state of the art Business Intelligence Tools including but not

limited to Automatic Roster Workforce Management Tool, Call Back Managerwith Dialler, Voice Mail module (not only on IVR but for all Agents across allservices), Barging & Online Reports & Management Dashboards for Bank.

The Vendor is obligated to provide new Business Intelligence (BI) Tools andtheir updates at any time during the contract if the Bank so desires at no extracost. Bank requires web based reporting of all SLAs and KPIs, call volumediagnostic which shall include the type of calls, their volume, queries thatcannot be resolved etc . Additionally, the vendor should provide tools that cantransfer leads from inbound calls to outbound calls for outbound telemarketing. Few reporting tools that can be used are Jasper report, pentahoreport designer, report server for graphic reports etc.

Other basic infrastructure such as cabling, firewalls for security etc. Connectivity with required bandwidth including routers, switches etc. to

connect the proposed Call center locations to the Bank’s DC and DR, tofacilitate seamless connectivity for data access and call routing between thelocations after IVR disposition as required.

The solution proposed by the vendor shall be made PCI DSS and PA DSScompliant, as per Bank’s / regulatory requirement in future without anyadditional cost.

Dedicated resource at Bank’s DC / DR and call center locations as may berequired for maintenance of hardware, software, troubleshooting etc.

2.3.9.2.2. The above list is not exhaustive and the Vendor needs to provide completeinfrastructure to meet Bank’s requirements as per the Scope of Work. The Bankwill only provide facilities as detailed in para 2.3.10.

2.3.9.2.3. The Vendor should completely own the infrastructure, at all points without anycapital or operational cost implications for the Bank. The Bank will not be


responsible for payment of any AMC, Insurance etc. for any equipment providedby the vendor. Also, the Vendor should provide for all HR related processes forthe call centre employees and the Bank shall not have any responsibility towardsthis.

2.3.9.2.4. The technical quality and standards of all the hardware and software will needto be finalized in consultation with the Bank to ensure that it meets the qualitystandards as expected by the Bank.

2.3.9.2.5. The vendor shall provide a read only access to all tools/solutions (includingcapabilities of live call barging) used by the vendor to the Bank’s designated staffat its call center as well as the Bank’s Head Office.

2.3.9.2.6. The following considerations need to be taken for supply of Hardware at Bank’slocation:

The vendor must ensure that no hardware equipment, for which “End-of-Sale”/ “End of Life” has been declared, is offered as part of this RFP response.The hardware or software supplied should not have “End-of-Support”,mandated by the respective OEM, within five years from date of installation ofhardware or software. The vendor will have to provide replacement of suchequipment, within the duration of contract, at no additional cost to the Bank.

All the hardware and software to be supplied must be IPv4 & IPv6 compliantwherever applicable

In the event that the hardware equipment proposed in the solution andsupplied by the vendor are not operational owing to compatibility problem inthe IT environment or other technical issues, the vendor will have to replacethe equipment at no extra cost to the Bank.

In the event that the solution provided is not able to meet the performancestandards specified in the RFP, at the time of going live, the vendor will berequired to augment/ upgrade the hardware & software components in thesolution to ensure that the performance requirements are met. The additionalhardware equipment & software shall be provided by the successful bidder at noextra cost to the Bank.

The successful bidder shall provide complete documentation (including relatedlegal documentation) of all the hardware components provided. Thedocuments at a minimum should include hard copies (two sets each) and softcopy to be supplied along with relevant application licenses and associatedsolution software of the following:

Technical manuals/ data sheets. Installation guides. User manuals. System administrator manuals. Toolkit guides and Troubleshooting guides.


2.3.10. Bank will provide:

2.3.10.1. The Bank will provide only the following facilities: Toll Free and Tolled numbers including PRI lines from telecom operators. Actual metered Telecom charges for Inbound/Outbound Calls on actual

would be borne by Bank.

2.3.10.2. The vendor shall directly coordinate with the telecom operator for any supportrelated to Toll Free/Tolled/PRI lines. Any increment in the requirement ofinfrastructure due to increase in volumes or due to adherence to SLAs etc. shall besolely borne by the vendor at no incremental / additional cost to the Bank. Onlyadditional PRI lines, if required, shall be procured by the Bank.

2.3.11. Role of Bank’s Staff Members in Managerial Positions

2.3.11.1. The Bank requires the Vendor to deploy the manpower resources required forrunning the Call Centre. However, the Bank will deploy its officers and/oremployees of associates/subsidiaries/third party agencies in the proposed callcenters for administrative and monitoring purposes. The number of suchemployees deputed at the vendor's site at any point of time will be of the order of2-4 for each location and the exact details shall be shared with the selectedbidder. The decision of the Bank will be final in this matter.

2.3.11.2. The Bank shall also put in place a mechanism of timed and un-timed visits by itssenior officers.

2.3.11.3. The Bank officials shall barge the calls on a daily basis. For this purpose,administration level permissions to access all sub-systems/ servers (including IVR,CRM, ACD) to monitor and generate reports including those required for cross-verification of SLAs and related payments will be provided by the Vendor. TheBank may also deploy tools to monitor performance of various systems to rule outany possibility of tampering with data likely to affect billing by the Vendor.Vendor shall also provide uninterrupted support to the Bank’s QualityManagement Team.

2.3.12. Call Centre Timings

2.3.12.1. The Call Centre shall operate for 24 hours on all seven days in a week andtherefore the Call Centre will be available to customers on all 365 days.

2.3.12.2. The CSAs, Sr. CSAs, Team Leaders and Managers are required to be availableduring this period of time. Transportation for Agents, etc., will be theresponsibility of the Vendor.

2.3.13. Languages

2.3.13.1. The Call Centre shall provide services under eight languages – Hindi, English,Tamil, Malayalam, Telugu, Kannada, Marathi and Bengali. Apart from this, theVendor should however be capable of providing such services in other regionallanguages within a period of 2 months if required by the Bank. The Agentallocation among languages will be decided based on call history and experience.Bank reserves the right to seek extension of services for selected regionallanguages in future.


2.4. Service Requirements

2.4.1. Manpower Profile

2.4.1.1. Customer Service Associates (CSAs)

The profile of the CSAs should be as follows:

Mix of Graduates & Undergraduates – Minimum qualification is 12th passed.Not more than 50% can be undergraduates.

Able to speak, read and write in Hindi and English, and if required otherregional languages.

Able to communicate confidently and politely, with good speaking skills. Experience of at least 6 months in a Call Centre, or in direct selling/

telemarketing in the service industry. However fresh candidates can beconsidered subject to cap (Not more than 40% can be fresh candidates).

Awareness on Banking and Bank's products

2.4.1.2. Senior Customer Service Associates (Sr. CSAs)

The profile of the Sr. CSAs should be as follows:

Must be a Graduate or equivalent. Able to speak, read and write in Hindi and English, and if required other

regional languages. Able to communicate confidently and politely, with good speaking skills. Experience of at least 1 year in a Call Centre, in direct selling/ telemarketing in

the service industry (Fresh candidates CANNOT be considered). Awareness on Banking and Bank's products. Detailed knowledge of intricacies of Banks products and how they compare

against competitors.

2.4.1.3. Team Leaders (TL)

The profile of the Team Leaders should be as follows: Must be a Graduate or equivalent. Must have undergone training on lines of COPC (HPMT) or similar training. Able to speak, read and write in Hindi and English, and if required other

regional languages. Able to communicate confidently and politely, with good speaking skills. Experience of at least 3 years in a Call Centre, or in direct selling/ telemarketing

in the service industry (Fresh candidates CANNOT be considered). Experience in coaching and developing skills of people . Effective problem-solving and decision-making skills. Knowledge of Bank's products & processes along with detailed knowledge of

Bank products, their uniqueness, comparison to competitors etc.


2.4.1.4. Assistant Managers (AM)

The profile of Assistant Managers should be as follows: Must be a Graduate or equivalent. Must have undergone training on lines of COPC (HPMT) or similar training. Able to speak, read and write in Hindi and English. Able to communicate confidently and politely, with good speaking skills. Experience of at least 4 years in a Call Centre, or in direct selling/ telemarketing

in the service industry (Fresh candidates CANNOT be considered). Experience in coaching and developing skills of people. Effective problem-solving and decision-making skills. Complete knowledge of Bank's products & processes.

2.4.1.5. Trainers

Ratio of trainers to Agents should be maintained as per industry standard. Anindicative ratio of trainers to FTEs is 1:35 to 1:40. There should be a minimum of 1trainer at any point of time on the site.

The profile of the trainers should be as follows:

Must be a Graduate or equivalent. Experience / knowledge of Bank's products & processes. Experience of at least two years in training in the field of soft skills and

communications.

2.4.1.6. Ratio of CSAs, Sr. CSAs, TLs and AMs

The criteria for providing CSAs, Sr. CSAs, TLs and AMs are as follows:

1 Sr. CSA for every 2 CSA (The CSA should not be reporting to a Sr. CSA; A Sr.CSA should be a better and more experienced CSA who handles priority calls orcalls involving complicated queries or up sell / cross-sell as mentioned in scopeof services)

1 Team Leader for every 15 CSAs / Sr. CSAs 1 AM for every 100 CSAs / Sr. CSAs.

2.4.1.7. There should be a promotional process within CSAs so as to ensure that bettercandidates are incentivized. e.g. CSA to TL etc. Also, CSAs trained/employed onBank's account cannot be shifted to other accounts without explicit prior approvalof Bank.

2.4.1.8. It is clarified here that the Bank shall not make any additional payment in respectof Team Leaders, Assistant Managers, Trainers etc. deployed by the Vendor fortaking escalations, supervision and control of CSAs on the floor.

2.4.2. Training

2.4.2.1. The Vendor in consultation with the Bank, shall design capsule training programsfor different products and also prepare a quarterly calendar to provide training toall resources on the systems and procedures laid down by the Bank, as appearing


in this document, but not limited to the provisions herein. The training will coverthe following:

Communication and Soft Skills training Proposed Call Centre processes Technology Products and services of the Bank The behavioral and cultural expectations of Bank from a professional Customer

Service Associate Information security and its relevance and importance to the customers Knowledge of Banking systems, operational procedures, and KYC norms Documentation and formalities required for availing various products and

services of the Bank. Customer Service and Citizen Charter

2.4.2.2. An Induction Training of at least 21 days viz., 4 days for communication and softskill, 14 days for products and services of the Bank and 3 days for buddy up, willneed to be imparted to all newly recruited Agents. However, since the Bank willkeep modifying its products and services, and keep introducing new products andcampaigns, the Vendor will put in place a training system to ensure continuousupdating of knowledge, processes and skills.

2.4.2.3. Each CSA will be cross trained about different activities for a minimum period of 1day every month. They will be treated on duty for the day they remain on training.

2.4.2.4. The Bank, at its discretion, may additionally interview the newly recruited Agentsbefore their deployment on the floor. In case Bank feels that the performance isnot adequate, the Agent shall have to repeat the required training process or bereplaced with suitable Agent as defined above at no cost to the Bank.

2.4.2.5. The actual requirement of training may be assessed while setting up the CallCentres and will be advised by the Bank. However, the training infrastructurewould need to be made available in the premises by the Vendor. While the Bankwill support training efforts by providing its faculty and training the trainers ofthe vendor on Banking operations and processes from time to time, the Vendorwill be required to bring in necessary faculty support for the training of the CSAs.

2.4.3. Due diligence on employees before appointment & Staff Retention Program

2.4.3.1. The vendor should put in place adequate & verifiable process for conducting duediligence on its employees prior to their appointment by way of verifications oftheir academic/other credentials with reference to original certificates issued byschools/colleges/universities/other statutory authorities, obtaining & verifying atleast two respectable references, verification of details of previous employmentetc.

2.4.3.2. The Vendor will put in place systems to ensure that the resources are not changedfrequently for internal reasons. Suitable motivational efforts and incentives maybe provided to the Agents and senior staff so that attrition rate is kept at theminimum level. If the attrition rate rises to above 8%, the Bank can suggestpolicies which will need to be implemented by Vendor to reduce attrition.


2.4.4. Assessment & Remedial Action

2.4.4.1. The Vendor will put in place evaluation systems to continuously evaluate theperformance of its resources. A 'Quality Score' may be generated for all Agents ondaily basis and put up to the Bank on weekly basis. The parameters for 'QualityScore' will include time duration for various functions, number of calls handled,number of leads generated, fatal / technical error, etc. The Bank and Vendor mayjointly decide on the benchmarks for Quality Score and the Vendor will agree tomaintain only those Agents who qualify the “Quality Score” criteria as decidedabove for audit/inspection.

2.4.4.2. The Bank reserves the right to seek replacement of any Agent /staff whoseperformance / conduct is not satisfactory or their continuation affects thereputation of the Bank. In all such cases, the bidder shall replace the resourcewithout any additional cost.

2.4.5. Quality Management

2.4.5.1. Vendor will deploy an exclusive quality management team who will continuouslyaudit the systems and procedures of the Call Centres. This team will also suggestsystems to improve the ratings against SLA parameters. The Vendor will presentinformation about its internal audit and quality assurance practices in all areas ofoperations, including human resources in periodical review meetings. The Bank’sresources including RBI officials may inspect / audit the Call Centre facility anytime with or without notice to the Vendor and the Vendor shall extend allnecessary support and make available necessary data/records relating to CallCentre.

2.4.6. Industrial relations and discipline

2.4.6.1. The Vendor will put in place appropriate disciplinary procedures and ensurecongenial industrial relations with its employees. Bank shall not intervene in anyof the industrial disputes between the Call Centre employees and management,nor Canara Bank be drawn under any circumstances in such industrial disputes.The employees of the Vendor will never be considered as employees (fulltime orpart-time or contractual) of the Bank under any circumstances. The employees ofthe Vendor will never claim any right to employment in the Bank irrespective oftheir status of employment with Vendor. The Vendor shall be responsible for allthe acts/omissions/commissions of the Agents and the management staffdeployed on the site.

2.4.7. Remuneration/Facilities to employees of Vendor

2.4.7.1. The Bank will have no obligation to pay any remuneration, reimbursements orincentives to employees or staff of the Vendor. All the payments due to themshall be paid only by the Vendor. Further, basic amenities / facilities such asprovision of water, toilets, etc. will also be made available by the Vendor for useby all the employees of Vendor at no costs.


2.4.8. Insurance Coverage

2.4.8.1. The Bank will not be liable for any damage/loss to assets, resources andmanpower deployed by the Vendor for Call Centre operations. Vendor shallprocure all Insurance policies to include requisite insurance coverage as applicableincluding but not limited to Comprehensive general liability insurance and /orthird party accident insurance to safeguard any eventuality while the employeesof the Vendor are on duty.

2.4.9. Compliance to labour laws

2.4.9.1. The Vendor shall be responsible for compliance of all laws, rules, regulations andordinances applicable in respect of its employees, sub-contractors and Agents(including but not limited to Minimum Wages Act, Provident Fund laws,Workmen Compensation Act etc.). The Vendor shall establish and maintain allproper records including, but not limited to, accounting records required by anylaw, code, practice or corporate policy applicable to their line of activity from timeto time, including records and returns as applicable under labour legislations. TheVendor shall indemnify the Bank against any claims made by any statutoryauthorities regarding the non compliance of any of the related laws from time totime.

2.4.10. Prevention of Harassment to Women Employees at workplace

2.4.10.1. The Vendor shall adhere to provide protection against sexual harassment ofwomen at workplace and put in place appropriate procedures for the preventionand redressal of complaints relating to sexual harassment and for mattersconnected therewith or incidental thereto as per the extant laws. The Vendorshall indemnify the Bank against any claims made by any employee in all suchmatters.

2.5. Governance and Management

2.5.1. The Vendor will comply with all applicable policies of the Bank, including but notlimited to the Bank’s Privacy Policy, Information Security Policy, Code ofConduct/Ethics, RBI guidelines on outsourcing and the Do-Not-Call policies and thepolicies and regulations issued by any Regulatory Authorities including TRAI, IBA, RBIetc.

2.6. Reports

2.6.1. The Vendor shall generate standard reports including reports to verify KPI & SLAparameters. In addition, they should also be capable of generating customizedreports / MIS as per the Bank’s requirement. Reports should also be available in webenabled format & should be configurable to be e-mailed to a defined mailing list.

2.6.2. The report format shall be flexible and shall be available either in xls, txt or anyother user-friendly structure including graphics depending on the request of theBank from time to time.


3. BID PROCESS

3.1. Bid Document

3.1.1. This document can be downloaded from Bank’s websitehttp://canarabank.com/english/announcements/tenders/

3.2. Application Money

3.2.1. The Vendor will pay, along with responses, an Application Money of Rs. 25, 000/-(Rupees Twenty Five Thousand only). The application money shall be paid byDemand Draft drawn in favour of “Canara Bank – Application Money for Call Centre”payable at Bengaluru. The application money is non-refundable.

3.3. Cost

3.3.1. The Bidder shall bear all costs associated with the preparation and submission of theBid and Bank will not be responsible for the costs, regardless of the conduct oroutcome of the bidding process. The Bank is not liable for any cost incurred by theBidder in replying to this RFP. It is also clarified that no binding relationship willexist between any of the respondents and the Bank until the execution of thecontract.

3.4. Earnest Money Deposit (EMD)/Bank Guarantee In Lieu Of EMD:

3.4.1. The bidder shall furnish Non interest earning Earnest Money Deposit (EMD) ofRs.40,00,000/- (Rupees Forty Lakh Only) by way of Demand Draft drawn on anyscheduled commercial Bank in favour of “Canara Bank”, payable at Bengaluru andshould be kept along with the Part-A - Conformity to Eligibility Criteria.

3.4.2. In lieu of EMD, Bank Gaurantee can also be submitted from a scheduled commercialBank as per Appendix – E. The Bank Guarantee should be valid for a minimum periodof 6 months from the last date for submission of offer with a claim period of further3 months from the last day of the validity of the Guarantee. Submission of EMD inother than Part A - Conformity to Eligibility Criteria Envelope is liable to berejected on grounds of non submission of EMD.

3.4.3. The EMD (DD/Bank Guarantee in lieu of EMD) of the Bidders not qualified underEligibility/Technical Evaluation will be returned within 15 days after opening thePrice Bid of the technically qualified bidders. The EMD of other bidder will bereturned upon the selected bidder accepting the order and furnishing theperformance guarantee.

3.4.4. The EMD may be forfeited/ Bank Guarantee may be invoked: If the bidder withdraws or amends the bid during the period of bid validity

specified in this document.

If the selected bidder fails to accept the purchase order within 7 days or fails tosign the contract or fails to furnish performance guarantee in accordance withthe terms of the RFP.

The Vendor violates any of the provisions of the terms and conditions of thisRFP Specifications.


3.5. Clarification to RFP and Pre-Bid Queries:

3.5.1. The bidder should carefully examine and understand the specifications, terms andconditions of the RFP and may seek clarifications, if required. The bidders in all suchcases, seek clarification in writing in the same serial order of that of the RFP bymentioning the relevant page number and clause number of the RFP as per formatprovided under APPENDIX-F.

3.5.2. All communications regarding points requiring clarifications and any doubts shall begiven in writing to the Deputy General Manager, Marketing & RR Wing, Canara BankHead Office, 3rd Floor, Jeevan Prakash Building, 113-1, J C Road, Bengaluru -560002by the intending bidders before 5:00 PM on 30/12/2016 (Friday).

3.5.3. The Bidder may also seek clarification as mentioned above by sending email to id:[email protected] on or before 5:00 PM on 30/12/2016 (Friday).

3.5.4. No oral or individual consultation shall be entertained.

3.6. Pre-Bid meeting:

3.6.1. A pre-bid meeting of the intending bidders will be held as scheduled below to clarifyany point/doubt raised by them in respect of this RFP.

Date Day Time Venue04/01/2017 Wednesday 3:00 PM Conference Hall,

5th Floor,Canara Bank Head OfficeAnnexe,113/1, J C Road, Bengaluru -560002

3.6.2. No separate communication will be sent for this meeting. If the meeting date isdeclared as a holiday under NI Act by the Government subsequent to issuance ofRFP, the next working day will be deemed to be the pre-bid meeting day. Authorizedrepresentatives of interested bidders shall be present during the scheduled time. Inthis connection, Bank will allow a maximum of 2 representatives from each Bidderto participate in the pre-bid meeting.

3.6.3. Bank has the discretion to consider any other queries raised by the Bidder’srepresentative during the pre-bid meeting.

3.6.4. Bank will have liberty to invite its technical consultant or any outside agency,wherever necessary, to be present in the pre-bid meeting to reply to the technicalqueries of the Bidders in the meeting.

3.6.5. The Bank will consolidate all the written queries and any further queries during thepre-bid meeting and the replies for the queries shall be made available in the Bank’swebsite and no individual correspondence shall be made. The clarification of theBank in response to the queries raised by the Bidder/s, and any otherclarification/amendments/corrigendum furnished thereof will become part andparcel of the RFP and it will be binding on the Bidders.

3.6.6. Non receipt of reply to the queries raised by any of the Bidders shall not be acceptedas a valid reason for non submission of Bid. In addition, non reply to any query maynot be deemed that the version of the Bidder as reflected in the query has beenaccepted by the Bank.


3.7. Amendment to the Bidding Document:

3.7.1. At any time prior to deadline for submission of Bids, the Bank, for any reason,whether, at its own initiative or in response to a clarification requested byprospective bidder, may modify the bidding document, by amendment.

3.7.2. Notification of amendments will be made available on the Bank’s website (i.e.www.canarabank.com) and will be binding on all Bidders and no separatecommunication will be issued in this regard.

3.7.3. In order to allow prospective Bidders reasonable time in which to take theamendment into account in preparing their bids, the Bank, at its discretion, mayextend the deadline for a reasonable period as decided by the Bank for thesubmission of Bids.

3.8. Bid System Offer

3.8.1. The response to the present tender will be submitted by way of Two Bid systemcomprising of Technical Bid (Part A & Part B) & Price Bid (Part C) as detailed below:

3.8.2. Part A-Eligibility Conformity:

Indicating their compliance to Eligibility Criteria. The format for submission ofConformity to Eligibility Criteria is as per Annexure 3.

3.8.3. Part B-Technical Proposal

Indicating the response to the Technical and Functional requirement specificationfor providing Call Center Services. The format for submission of Technical Proposal isas per Annexures 8, 8A, 8B, 8C, 8D, 8E, 9, 10, 11, 12, 13.

3.8.4. Part C-Price Bid

Furnishing all relevant information as required as per Price bid. The format forsubmission of Price bid is as per Annexure 14, 15.

3.9. Preparation of Bids:

3.9.1. The Bid shall be typed in English language with font size of 12 in indelible ink andshall be signed by the Bidder or a person or persons duly authorized to bind theBidder to the Contract. The person or persons signing the Bids shall initial all pagesof the Bids, except for un-amended printed literature.

3.9.2. Part A-Eligibility Conformity

3.9.2.1. The following documents need to be submitted as part of Part A-EligibilityConformity

a) Checklist as per Annexure 1b) Vendor’s Profile as per Annexure 2c) Conformity to Eligibity Criteria as per Annexure 3d) Relevant documents in support of Eligibility Criteriae) Bid Covering letter as per Annexure 4


f) Reference site details as per ANNEXURE-5.g) Non-Disclosure Agreement as per ANNEXURE-6h) Integrity Pact as per Appendix G on non judicial stamp paper of Rs. 200/-i) Application Money (DD)j) Earnest Money Deposit (DD / Bank Guarantee)

3.9.2.2. All the above documents should be duly signed by authorized signatory, seriallynumbered, placed in one envelope and superscribed as: “Part A - Conformity toEligibility Criteria – Response to RFP 01/2016-17 dated 17/12/2016 floated byCanara Bank for Selection of Vendor for Setting up & Management of CallCenter Operations on Fully Outsourced Model.” The envelope should alsocontain the name and address of the bidding firm/company.

3.9.3. Part B-Technical Proposal

3.9.3.1. The following documents need to be submitted as part of the Technical Proposal:

a. Duly filled in Annexure 8, 8A, 8B, 8C, 8D, 8E, 9, 10 & 11. Vendor should notdeviate from the format. Please note that if the Vendor does not appropriatelyfill up the requisite columns, Bank will not be in a position to evaluate thisproposal, and might lead to disqualification at this stage

b. A letter of undertaking on Vendor’s letter head as per Annexures 12, 13 signedby authorized employee that all documents and information provided thereinare valid for at least 180 days (6 months) from the date of opening of price bidand related to independent audit function respectively.

c. Masked Price Bid as per Annexure 15 must be attached in Technical Offer andprice information should be masked / covered.

3.9.3.2. If prices are disclosed in the masked Price Bid submitted as part of the TechnicalProposal, the bid shall be liable to be disqualified by the Bank. Technical Proposalwithout masked Price Bid will be liable for rejection.

3.9.3.3. All the above documents should be duly signed by authorized signatory, seriallynumbered, placed in one envelope and superscribed as: “Part B - TechnicalProposal – Response to RFP 01/2016-17 dated 17/12/2016 floated by CanaraBank for Selection of Vendor for Setting up & Management of Call CenterOperations on Fully Outsourced Model ". The envelope should also contain thename and address of the bidding firm/company.

3.9.4. Part C-Price Bid

3.9.4.1. As part of Price Bid, the Vendor needs to submit a duly filled in Annexure 14 & 15.

3.9.4.2. The price quoted in the Annexure 15 would be final and the Vendor will agree toprovide the required services as detailed in this RFP document, failing which Bankwould forfeit the Earnest Money Deposit.

3.9.4.3. The Price Bid shall be valid for 180 days from the date of opening of price bid. Anyrevision of Price Bid is NOT possible after the same is submitted to the Bank.


3.9.4.4. Any Response without “Price Bid” will not be taken for evaluation at all and will berejected at Stage A only.

3.9.4.5. Annexure 14, 15 should be duly signed by authorized signatory, placed in oneenvelope and superscribed as: “Part C - Price Bid – Response to RFP 01/2016-17dated 17/12/2016 floated by Canara Bank for Selection of Vendor for Settingup & Management of Call Center Operations on Fully Outsourced Model ". Theenvelope should also contain the name and address of the bidding firm/company.

3.9.4.6. The three parts as stated above, should be placed in three separate envelopessuperscribed as stated above and properly closed and sealed. Thereafter, all thethree envelopes shall be placed inside another envelope and properly closed andsealed. The final envelope should be superscribed as “Offer for Selection ofVendor for Setting up & Management of Call Center Operations on FullyOutsourced Model to Canara Bank in response to RFP 01/2016-17 dated17/12/2016” (includes separately sealed ‘Conformity to Eligibility Criteria’,‘Technical Proposal’ and ‘Price Bid’) on the top of the envelope.

3.9.4.7. All the envelopes shall bear the name and complete postal address of the bidder aswell as the addressee, namely the Deputy General Manager, Canara Bank,Marketing & RR Wing, 3rd Floor, Jeevan Prakash Building, 113-1, J C Road,Bengaluru – 560002.

3.9.4.8. All the pages of Bid including brochures should be made in an organized,structured, and neat manner. Brochures / leaflets etc. should not be submitted inloose form. All the pages of the submitted bids should be paginated with Name,Seal and Signature of the Authorized Signatory. Bids with erasing / overwriting /cutting or without authentication will be liable for rejection. Authorization letterfor signing the Bid documents duly signed by Company’s Authorized signatoryshould be submitted.

3.10. Cost & Currency:

3.10.1. The Offer must be made in Indian Rupees only as per the Price Bid as inAnnexure15

3.11. Erasures or Alterations:

3.11.1. The Offers containing erasures or alterations or overwriting will not be considered.There should be no hand-written material, corrections or alterations in the offer.Technical details must be completely filled in. Correct technical information of theproduct being offered must be filled in. Filling up of the information using termssuch as “OK”, “accepted”, “noted”, “as given in brochure/manual” is not acceptable.The Bank may treat such Offers as not adhering to the tender guidelines and asunacceptable.

3.12. Assumptions/Presumptions/Modifications:

3.12.1. The Bank would like to expressly state that any assumption, presumptions,modifications, terms, conditions, deviation etc., which the bidder includes in anypart of the Bidder’s response to this RFP, will not be taken into account either forthe purpose of evaluation or at a later stage, unless such assumptions,presumptions, modifications, terms, conditions deviations etc., have been accepted


by the Bank and communicated to the bidder in writing. The Bidder at a later datecannot make any plea of having specified any assumption, terms, conditions,deviation etc. in the Bidder’s response to this RFP document. No offer can bemodified or withdrawn by a Bidder after submission of Bid/s.

3.13. Submission of Bids:

3.13.1. The Name and address of the Bidder, RFP No. and Due Date of the RFP are to bespecifically mentioned on the Top of the envelope containing Bid. The bid/sproperly superscribed in the manner prescribed in earlier clauses of this RFP shouldbe deposited in the Tender Box at the Place, Venue, Date and Time mentionedbelow:

Last Date ofsubmission of

Bid

Day Time Venue

30/01/2017 Monday Upto3.00 PM

Canara Bank Head Office Annexe,MCRM Section,Marketing & RR Wing3rd Floor, Jeevan Prakash Building,113-1, J C Road, Bengaluru-560002.

3.13.2. If the last day of submission of bids is declared as a holiday under NI Act by theGovernment subsequent to issuance of RFP, the next working day will be deemedto be the last day for submission of the RFP. The Bid/s which is/are deposited afterthe said date and time shall not be considered. No offer will be accepted directly.

3.13.3. If envelopes containing bid documents, including the outer envelope is not sealedand marked in the prescribed manner, the Bank will assume no responsibility forthe bid’s misplacement or premature opening.

3.13.4. The following officials will facilitate in bid related queries and make arrangementsfor deposit of bid documents.

First Official Alternate Official

Ms. Renuka GSenior ManagerCanara BankMCRM Section, Marketing & RR Wing,3rd Floor, Jeevan Prakash Building,113-1, J C Road,Bengaluru – 560 002.Tel – 080 22538529/30

Mr. P VenugopalAssistant General ManagerCanara BankMCRM Section, Marketing & RR Wing,3rd Floor, Jeevan Prakash Building,113-1, J C Road,Bengaluru – 560 002.Tel – 080 22538527

3.13.5. In case bid documents are too bulky to be placed inside the tender box,arrangements will be made by the above mentioned officials to receive the tender.However, Bidder should reach the venue before the date and time stipulatedabove.


3.14. Late Response to RFP

3.14.1. The Responses to RFP should be received before the time and date mentioned inthe Schedule on Page 2 of this document, failing which the Responses will not beaccepted.

3.15. Bid Opening:

3.15.1. The Part A- Conformity to Eligibility Criteria shall be opened in the presence ofthe Bidder’s representative/s who may choose to attend the bid opening as perfollowing schedule.

Bid Opening Date Day Time Venue30/01/2017 Monday 3.30 PM Conference Hall, 5th Floor,

Canara Bank, Head Office Annexe,113-1, J C Road, Bengaluru - 560002

3.15.2. Bidder’s representative may be present in the place and venue well in time alongwith an authorization letter in hand for each bid opening under this RFP, as per theformat (ANNEXURE–7) enclosed.

3.15.3. Note: Authorisation letter should be carried in person and shall not be placedinside any of the bid covers.

3.15.4. Attendance of all the representatives of the Bidders who are present at bid openingwill be taken in a register against Name, Name of the Company and with fullsignature.

3.15.5. The Bidders may note that no further notice will be given in this regard. Further, incase the Bank does not function on the aforesaid date due to unforeseencircumstances or holiday then the bid will be accepted up to 3.00 PM on the nextworking day and bids will be opened at 3:30 PM at the same venue on the sameday.

3.15.6. The following details will be announced at the time of bid opening:

Bidders name

Submission or non submission of DD for Application Money and EMD (DD/Bank Guarantee in lieu of EMD) (In case of PART-A- Conformity to EligibilityCriteria).

Such other details as the Bank at its discretion may consider appropriate.

3.15.7. If any of the Bidders or all Bidders who submitted the tender are not present duringthe specified date and time of opening, it will be deemed that such Bidder is notinterested to participate in the opening of the Bid/s and the Bank at its discretionwill proceed further with opening of the Part A - Conformity to Eligibility Criteria intheir absence.

3.15.8. The Part A- Conformity to Eligibility Criteria submitted by the bidder will beevaluated based on the eligibility criteria stipulated. The Part B-Technical Proposalof only those bidders who qualified in Part A- Conformity to Eligibility Criteriawill be opened with due communication by the Bank.

3.15.9. The Price Bid of only those bidders who qualify in Part B-Technical Proposal will beopened for evaluation.


4. SELECTION OF BIDDER

4.1. Preliminary Scrutiny:

4.1.1. The Bank will scrutinize the Bid/s received to determine whether they are completein all respects as per the requirement of RFP, whether the documents have beenproperly signed, whether items are offered as per RFP requirements and whethertechnical documentation as required to evaluate the offer has been submitted.

4.1.2. Prior to detailed evaluation, the Bank will determine the substantial responsivenessof each Bid to the bidding document. Substantial responsiveness means that the bidconforms to all terms and conditions, scope of work and technical specifications andbidding document is submitted without any deviations.

4.2. Clarification of Offers:

4.2.1. During the process of scrutiny, evaluation and comparison of offers, the Bank may,at its discretion, seek clarifications from all the bidders/any of the bidders on theoffer made by them. The bidder has to respond to the Bank and submit the relevantproof / supporting documents required against clarifications, if applicable. Therequest for such clarifications and the Bidders response will necessarily be in writingand it should be submitted within the time frame stipulated by the Bank.

4.2.2. The Bank may, at its discretion, waive any minor non-conformity or any minorirregularity in the offer. Bank’s decision with regard to ‘minor non-conformity’ isfinal and the waiver shall be binding on all the Bidders and the Bank reserves theright for such waivers.

4.3. Evaluation of Bids:

4.3.1. The Bank will evaluate the bid submitted by the bidders under this RFP as per theEvaluation Formats mentioned in this RFP. The Part-A Conformity to EligibilityCriteria submitted by the bidder will be evaluated based on Clause 1.5 of RFP. ThePart B-Technical Proposal of only those Bidders who qualified in Part A- Conformityto Eligibility Criteria, will be opened with due communication by the Bank. The PriceBid of only those Bidders who qualified in Part B- Technical Proposal will be reckonedfor evaluation purpose.

4.3.2. Only Bidder with a technical score equal to or more than 70% of the technicalevaluation score (as per APPENDIX-H) will be progressed to the commercial stage.

4.3.3. The Bid will be evaluated by a Committee of officers of the Bank. If warranted, theBank may engage the services of external consultants for evaluation of the bid. It isBank's discretion to decide at the relevant point of time.

4.4. Intimation to Qualified/Successful Bidders:

4.4.1. The Bank will prepare a list of technically qualified bidders on the basis of evaluationof Technical Proposal and the names of qualified bidders would be announced onthe Bank’s Website. Price Bids of only qualified bidders shall be opened. Final list ofthe bidders (H1, H2, H3….etc) will be announced as indicated above. No separateintimation will be sent to successful Bidder.


4.5. Correction of Error in Price Bid:

4.5.1. Bank reserves the right to correct any arithmetical errors furnished in the Price Bid. Ifany such errors are noticed it will be rectified on the following basis:

Bank may waive off any minor non-conformity or irregularity in a bid, whichdoes not constitute a material deviation.

If there is discrepancy between the unit price and total price (which is obtainedby multiplying the unit price by the quantity), the unit price shall prevail andthe total price shall be corrected accordingly.

If there is discrepancy between percentage and amount, the amountcalculated on percentage basis will prevail.

If there is discrepancy in the total arrived in Price Bid (addition, subtraction,multiplication, division and carryover of amount from one page to another),correct total will be arrived by the Bank and the same will prevail over the totalfurnished in the Price Bid.

If there is a discrepancy between words and figures, the rate/ amount in wordsshall prevail, unless the amount expressed in words is related to anarithmetical error in which case, the amount in figures will prevail, subject tothe above two provisions.

If the Bidder does not accept the correction of errors, the bid will be rejected.

4.6. Techno Commercial Evaluation and Determination of H1:

4.6.1. “Net Present Value (NPV) method shall be adopted to determine the total cost foreach vendor on the basis of the prices quoted in Annexure 15”. The NPV shall becalculated as per the formula given below:

C(1 + r)

n

Where ‘C’ is the Total Cost for each year

‘r’ is the Bank’s one year MCLR prevailing at the time of evaluation

‘n’ is the no. of years i.e. n=1,2,3,4,5 for year 1,2,3,4,5 respectively

4.6.2. The Total Cost of Operations (TCO) for a vendor shall be the sum of Total Cost for 3years at Bengaluru Center and Total Cost for 3 years at Other Location as mentionedin Annexure-15

4.6.3. Techno-Commercial Score shall be calculated as follows

T TCOLOW

Techno-Commercial Score = ----------- x WtTECH + ------------- x WtCOMM

THIGH TCO


T = Technical Score of VendorTHIGH = Highest Technical Score among respondentsWtTECH = Weightage for Technical ScoreTCOLOW = Lowest Total Cost of Operations among respondentsTCO = Total Cost of Operations of VendorWtCOMM = Weightage for Commercial (TCO)

The weightage for Technical Score and Commercial shall be 70% and 30% respectively.NPV of Total Cost of operations shall be utilized in the above evaluation.

4.6.4. The H1 bidder shall be determined on the basis of the Techno-Commercial Score.Vendor with the highest Techno-Commercial Score shall be declared as H1.

4.6.5. However, the Bank does not bind itself to accept the H1 bid or any Bid and reservesthe right to reject any or all bids at any point of time prior to the order withoutassigning any reasons whatsoever.

4.6.6. The Bank reserves the right to re-tender without assigning any reasons whatsoever.The Bank shall not incur any liability to the affected Bidder(s) on account of suchrejection. Bank shall not be obliged to inform the affected Bidder(s) of the groundsfor the Bank's rejection.

4.6.7. The Bank reserves the right to modify any terms, conditions and specifications of theRFP and Bank reserves the right to obtain revised price bids from the Bidders withregard to change in RFP clauses. The Bank reserves the right to accept any bid inwhole or in part.

4.7. Proposal Ownership:

4.7.1. The proposal and all supporting documentation submitted by the Bidder shallbecome the property of the Bank. As the Bidder’s proposal is central to theevaluation and selection process, it is important that, the bidder carefully preparesthe proposal as per the prescribed format only. Under no circumstance, the formatcan be changed, altered or modified. Bidders must provide categorical and factualreplies to specific questions. Bidders may provide additional technical literaturerelating to their proposal, but in a separate Annexure. Correct and current technicaldetails must me completely filled in. The Appendices/ Annexures to this RFP shallform integral part of the RFP.

4.8. Acceptance of Offer:

4.8.1. The Bank reserves its right to reject any or all the offers without assigning anyreason thereof whatsoever.

4.8.2. The Bank will not be obliged to meet and have discussions with any Bidder and/ orto entertain any representations in this regard.

4.8.3. The bids received and accepted will be evaluated by the Bank to ascertain the bestand lowest bid in the interest of the Bank. However, the Bank does not bind itself toaccept the lowest or any Bid and reserves the right to reject any or all bids at anypoint of time prior to the order without assigning any reasons whatsoever. The Bankreserves the right to re-tender the RFP with or without modifications.


4.8.4. The Bidder including those, whose tender is not accepted shall not be entitled toclaim any costs, charges, damages and expenses of and incidental to or incurred byhim through or in connection with his submission of tenders, even though the Bankmay elect to modify/withdraw the tender.

4.8.5. The selected bidders shall submit the acceptance of the order within 7 days from thedate of receipt of the order. No conditional or qualified acceptance shall bepermitted. The effective date for start of provisional contract with the SelectedBidders shall be the date of signing of agreement by the bidders.

4.8.6. Bank reserves its right to consider at its sole discretion the late acceptance of theorder by selected Bidder.

4.8.7. The period of contract shall commence from the date of signing of agreement by theselected vendor.


5. TERMS & STIPULATIONS

5.1. Pricing Terms

5.1.1. The pricing terms shall be as under:-

Pricing component Pricing metric1. Actual number of FTEs deployed for

In-bound/Outbound calls, chatservices and other functionalities

Price per FTE per month*

*These prices include the entire scope of work including all infrastructure, IT andmaintenance charges as stated in this document in the aforesaid sections.

5.1.2. The Vendor shall quote the price as per Annexure 15 for the number of FTEs for eachyear separately for all the 3 years. 6 price quotes have to be quoted by the Vendorsas per Annexure 15.

5.1.3. The price quoted is inclusive of premises, infrastructure, hardware, software andconnectivity supplied by the vendor as required under the scope of the RFP and theBank shall not consider any payment over and above the price which is payable asper the pricing matrix in the form of rate per FTE.

5.1.4. The Price offered to the Bank must be in Indian Rupees and inclusive ofDuties/Insurance/Freight/charges of road permit but exclusive of Service Tax whichis payable by the Bank as applicable from time to time. The payment made by theBank shall be subject to deduction of penalties, if any, and statutory deductions suchas TDS etc. Prices quoted must be firm till the completion of the contract.

5.1.5. For Inbound Calls

5.1.5.1. The expected call inflow is approximately around 30,000 calls per day including IVRdisposition, in the first year of operations.

5.1.5.2. This capacity is currently forecasted capacity and Vendor must continue to providesupport and maintain service levels throughout contract period irrespective ofactual capacity.

5.1.6. Price per FTE per month

5.1.6.1. The Bank proposes to have - 50 FTEs for outbound calls in the first year of theVendor operations. The Vendor, however, should be in a position to scale up thenumber of seats within 3 weeks at the request of the Bank.

5.1.6.2. The Vendor is required to quote a price for one FTE for Inbound / Outbound /ChatServices equivalent to 182 login hours. The Vendor might deploy any number ofshifts of any duration of hours. However, Bank shall consider the total logged induration of agents in a month and divide the same by 182 to arrive at the numberof agents.


5.1.6.3. Please note that an FTE is defined as an Agent occupying a work station, deployedat any point in time when the Call Centre is up. (FTE does not include other staffmembers - quality teams, TLs, managers, support staff members, security staff, ITexperts, etc). Billability for the agent shall be only after the successful completionof the induction training and deployment at the call center.

5.1.7. Invoicing and payment terms

5.1.7.1. The payment shall be released on monthly basis. Three copies of the monthlyinvoice should be submitted within 30 days from the end of each month. This shallalso include all supporting documents on the basis of which the invoice has beenprepared including (but not limited to) the following:

Total number of FTEs actually deployed Performance report on all SLAs and KPIs and calculation of applicable penalties

(if any) Any other documents as applicable, as may be demanded by the Bank to

ascertain the genuineness or accuracy of billing

5.1.7.2. The payment for the invoice received along with all stipulated supportingdocuments shall be done within 6 weeks of bill receipt date.

5.1.7.3. Further, in relation to payment,

Bank will not pay any advance.

Bidder will be single point of contact for the Bank for any issues/problemrelated to Call Centre functioning provided / maintained by him.

The payments will be released centrally by the Bank at Bengaluru throughNEFT / RTGS after deducting TDS, Penalty/Liquidated Damages if any, and theSelected Bidder has to provide necessary Bank Details like Account No., Bank’sName with Branch, IFSC Code etc.

5.1.7.4. The vendor will also provide complete break-up of inbound call timings includingtime spent at IVR so as to facilitate tallying of bills received by Bank from telecomservice provider.

5.1.7.5. The Bank may engage any of its Associates/Subsidiaries or an external agency toexamine the reports submitted by the vendor and to calculate the relevantpenalties and finalize the bill payment.

5.2. Service Level Agreement (SLA) Compliance and Penalties

5.2.1. The Vendor shall be responsible for deployment of systems that would capture allMIS and data regarding the call center that would be requested by the Bank. Anynew MIS requirements by the Bank shall be carried out and met within 15 days andany exceptions to be mutually agreed. The Key SLAs that need to be captured by thesystems and the related compliance clauses are as under:


5.2.1.1. System Availability

Availability is defined as the amount of time, if a customer had called; his call wouldhave been attended to by an Agent at the call centre. It excludes any and every formof downtime which might prevent a caller's call from being answered.

Objective To ensure that the period in which no customer could havebeen serviced is not more than 0.3% of the total period.

Definition This is measured as Total down time minutes / Totalminutes in a month. For example, if there were 2 hours inJuly when a customer's call could not have been answered,availability will be[100- {120/ (31days x 24 hours x 60 minutes)}x 100]=99.73%

Data Capture System availability should be captured by the IT systems atthe Call Centre. Period of non-availability should be clearlysplit by causes i.e. power failure, network downtime,telecom link failure, manpower failure, hardware downtimeetc.

Measurement Interval DailyReporting Period Monthly

Service LevelSl.No.

System availability valuefor month

Penalty

1 >= 99.75% Nil2 > 99% but < 99.75% 1% of monthly billed amount3 >= 98% but < 99% 2% of monthly billed amount4 < 98% 4% of monthly billed amount5 <95% 7% of monthly billed amount6 <90% 10% of monthly billed amount

5.2.1.2. Call Queue Waiting Time

Objective To ensure that more than 90% of calls requesting to speakwith an Agent are attended to within 30 seconds

Definition This is measured as the waiting time in Automatic CallDistributor (ACD) queue after pressing prescribed digit totalk to the Agent but before being answered by the Agent.

Data Capture This will be captured from the time the customer has keyedthe relevant number in the IVR option menu, for speaking toan Agent.

Measurement Interval DailyReporting Period MonthlyService LevelS.No.

Percentage of calls attended Penalty

1 > 90% calls attended within 30seconds

Nil

2 <90% calls attended within 30seconds

5% of monthly billed amount


5.2.1.3. Call abandonment rate (on ACD)

Objective To ensure that no more than 3% of calls requesting foran Agent go unattended.

Definition This is measured as: Number of calls abandoned onACD/Number of calls which reached ACD

Data Capture The number of calls requesting for agents and thenumber of calls which are answered by the agents,both, would need to be captured

Measurement Interval DailyReporting Period MonthlyService LevelS. No Percentage of calls abandoned Penalty1 < 3% Nil2 Between 3%-5% 1% of monthly bill value3 Between 5%-8% 3% of monthly bill value4 >8% 5% of monthly bill value

5.2.1.4. Call abandonment rate (on IVR)

Objective To ensure that no more than 2% of calls on IVR getabandoned without execution of a single function. This SLAwill also help to ensure that menus/content on IVR areappropriately designed so that it does not take too long forthe customers to be self-serviced through IVR

Definition This is measured as: Number of calls which were abandonedon IVR without execution of a single function/ Number ofcalls which reached IVR

Data Capture The number of calls that reached IVR and the number ofcalls which were abandoned on IVR without execution of asingle function, both, would need to be captured.

Measurement Interval DailyReporting Period MonthlyService LevelS. No Percentage of calls abandoned Penalty1 <2% Nil2 Between 2%-5% 1% of monthly bill value3 >5% 2% of monthly bill value

5.2.1.5. Call Quality Score

Objective To measure the quality of calls being handled by the agents andensure that certain standards are adhered to during the calls withrespect to quality of information provided, diction, language,politeness etc.

Definition This is measured by scoring a random sample of calls on pre-defined parameters that would be shared with the Bank at anappropriate time.

Data Capture The Call Centre needs to have a call logging facility to record allthe different calls that have been handled by the agents. A


random sample of these calls will then be graded by Vendoragainst pre-decided parameters that would be agreed upon. Atleast 50 calls per day shall be audited and should cover all agentsat least once in a week.

MeasurementInterval

Daily

Reporting Period Monthly

Service LevelS.No. Score on Call quality Penalty1 > 85% Nil2 Between 80% to 85% 5% of monthly billed value3 Between 75% to 80% 7.5% of monthly billed value4 < 75% 10% of monthly billed value

5.2.1.6. First Time Resolution

Objective To ensure that issues are resolved first time in the Call Centre.Definition This is measured as: Number of calls in which issue was resolved in

the first call itself/Number of calls for which an SMS was sent totest for FTR.

Data Capture An SMS will be sent to a random sample of customers. For e.g.every 5th customer who calls. This sample shall be dynamicallydefined by the Bank. Through this SMS, the customer will berequested to confirm whether his/her issue was resolved or not, towhich the customer will respond with either a 'Yes' or 'No'.In case the customer does not respond to the SMS, it will beassumed that the issue has been resolved.In case the customer responds with a 'No', an outbound call will bemade to the respective customer in order to resolve their issue.Once the issue has been resolved, it will be updated accordingly onVendor's CRM.

MeasurementInterval

Daily

ReportingPeriod

Monthly

Service LevelS. No. % of calls resolved first time Penalty1 >95% Nil2 Between 95% to 90% 2% of monthly billed value3 Between 85% to 90% 5% of monthly billed value4 < 85% 10% of monthly billed value

5.2.1.7. Short Logins for outbound calls

Objective To ensure the ordered number of Agents are provided byVendor for outbound calling on each day.


Definition This is measured by tracking the total number of Agentswho are present at the Call Centre on each day.

Measurement Interval DailyReporting Period DailyService LevelS No. % of total Agents present on

any dayPenalty

1 > 99% Nil2 Between 90% to 99% 2% of daily billed value3 Between 80% to 90% 5% of daily billed value4 Between 70% to 80% 10% of daily billed value5 Between 50% to 70% 15% of daily billed value6 < 50% 20% of daily billed value

5.2.1.8. Percentage of calls that fail to connect to call centre due to limitedinfrastructure provided by vendor

Objective To measure the % of callers that fail to connect to callcentre.

Definition This is measured as % of calls getting rejected at BSNLswitch directly connected to the Call Centre due to limitedinfrastructure provided by the Vendors or fault in someelement of the Call Centre, averaged over the month.

Data Capture The Vendors will carry out daily reconciliation afterobtaining report from all connecting BSNL switches and theCall Centre system. Reconciled figures for all days in amonth will be added up to arrive at monthly call failurefigure.

Measurement Interval DailyReporting Period MonthlyService LevelS No. % of calls that failed to connect

to call centrePenalty

1 <1 % Nil2 Between 1% to 3% 1% of daily billed value3 Between 3% to 5% 3% of daily billed value4 > 5% 5% of daily billed value

5.2.1.9. Penalty for man-power requirements

Bank will also levy penalty in case the manpower profiles are not maintained as perBank's requirement specified in Sec 2.4.1 or ratio of team structure is not maintainedas given in this document. The penalty structure shall be of 2 types:

1) The personnel do not meet the minimum qualifications as laid out by Bankfor their designation/profile.

For assessing this requirement, the Bank may conduct periodic sample checks ofthe Agents at any time of the month. If any personnel are found to be not


qualified, during the sample check, as per Bank’s guidelines, 1% of the monthlyamount payable for that month will be deducted. If more than 20% of thepersonnel are found to be not meeting the criteria during the sample check, 5% ofthe monthly amount payable for that month will be deducted.

2) The ratio of the team structure must be maintained as laid out by the Bank

If the number of Sr. CSAs is short by more than 10 at any point of time duringthe month, 1% of the monthly amount payable for that month will bededucted. If the number is short by more than 30, 3% of the monthly amountpayable for that month will be deducted and if the number is short by morethan 50, 5% of the monthly amount payable for that month will be deducted.

If the number of TLs & AMs is short by more than 1 from the numberstipulated as per Bank's required ratios, 1% of the monthly amount payable forthat month will be deducted. If this number is short by more than 5, 3% of theamount payable for that month shall be deducted.

These penalties may be relaxed during the initial set-up period of the callcentre i.e. the application of these penalties shall begin after three months ofimplementation.

5.2.1.10. Reporting Tool to calculate Performance Parameters

Vendor will provide a relevant tool to calculate performance parameters, the resultsof which may be vetted by the Bank independently. In case, any inaccuracy is found inthe results of the tool for any parameter, the Bank may consider levying maximumpenalty for that parameter. The Bank is at liberty to evolve an independent reviewmethodology for the same.

5.2.1.11. Overall Penalty:

The overall cap on monthly penalty of all SLAs shall be levied up to a maximum of 10%of monthly bill amount. However, if the maximum penalty limit is reachedcontinuously for 2 billing months, then the penalty for the third month shall be leviedat actuals or 25% of the monthly billed amount whichever is lower. To encouragebetter performance, the cap on monthly penalty shall be restored to 10% of themonthly billing amount if there is improvement in the performance under SLAparameters in the subsequent months.

The method for calculating penalty shall be as under:

While calculating penalty for the current month, the penalties levied for the previous2 months shall be considered and if they are at maximum limit of 10% of monthly billamount, then the penalty cap shall be increased to 25% of monthly bill amount andthe penalty shall be levied at actuals or 25% of monthly bill amount whichever islower.

5.3. Key Performance Indicator (KPI) Parameters

5.3.1. Similar to SLAs defined in the above sections, there are other critical performanceparameters that shall be tracked on a regular basis to evaluate the Call Centreperformance. The Bank reserves the right to include any of these KPIs as part of theSLAs from a future date in consultation with the Vendor.


5.3.2. Unlike SLAs, these KPIs shall not be linked to commercial penalties, but the Vendor isexpected to maintain and ensure that its performance on these parameters isacceptable. In the quarterly review meetings, the Bank and Vendor shall jointly takedecisions regarding acceptable performance, on different KPIs. The Bank may alsodecide on additional KPIs that would need to be monitored by the vendor and suchadditional KPIs will be provided by the vendor and monitored without any extracharges.

5.3.2.1. IVRS Efficiency (% of calls disposed of successfully at IVR)

Objective To measure % of calls that are successfully disposed off bythe IVR System. This is to track if appropriate capacity ofIVR ports and quality of content is in place to achieveminimum successful disposal rate at IVR.

Definition This is measured as: Number of calls satisfactorilydisposed off at IVR / Total number of calls reaching IVR.The calls considered disposed off at the IVR are the callsthat are ended at a defined level in the IVR menu andwhich do not request for talking to the operator.

Data Capture The number of calls satisfactorily disposed off at IVR andthe total number of calls reaching IVR, both, would needto be captured

Measurement Interval DailyReporting Period MonthlyDesired Level >33%

5.3.2.2. Average time taken for a customer to be disposed off at IVR

Objective It is a measure to ensure that the IVR menus/content isappropriately designed so that it does not take too long for thecustomers to be self- serviced through IVR.

Definition This is measured as the time it takes for the customers to besuccessfully serviced by IVR on calls where customer does notask for an operator.

Data Capture This is measured from the time the customer reaches IVR tothe time the customer is successfully disposed off from IVR(only for those calls in which the customer chooses to beserviced from IVR itself by keying in the required menu optionand does not request to speak with an agent).

MeasurementInterval

Daily

Reporting Period MonthlyDesired level > 90% calls to be disposed off within 45 seconds to final service

button press5.3.2.3. Call handling efficiency of agents managing outbound calls:

Objective To measure the efficiency of agents in making outbound calls.Definition This KPI measures the efficiency of operators in making

outbound calls in terms of average: Number of calls made by an agent per day Talk time taken to complete calls


MeasurementInterval

Daily

Reporting Period MonthlyDesired Level >125 completed calls per agent

5.4. Engagement of Associates/Subsidiaries/Third Parties

5.4.1. Bank may, at its discretion, engage any of its Associates/Subsidiaries or any thirdparty agencies for the purpose of monitoring the call center.

5.4.2. The Bank may depute employees of its associates/subsidiaries or third partyagencies to the call center premises in lieu of the employees of the Bank asmentioned in para 2.3.11.1

5.4.3. Bank may also engage the associate/subsidiary or third party agency to monitor andreview the SLAs, KPIs and other performance indicators and process the invoicessubmitted to the Bank.

5.4.4. The Bank shall evolve the necessary process flows in this connection, if suchassociates/subsidiaries or third party agencies are engaged.

5.4.5. The decision of the Bank shall be final in this regard.

5.5. Performance Guarantee and Security Deposit

5.5.1. The selected bidder should submit a Security Deposit / Performance Guarantee forRs. 2 Crore (Rupees Two Crore only), within 30 days from the date of acceptance ofthe Order.

5.5.2. Security Deposit/Performance Bank Guarantee should be submitted by way of DDdrawn on Canara Bank payable at Bengaluru OR Bank Guarantee may be obtainedfrom any of the Scheduled Banks (other than Canara Bank). The format of PBG is asrequired by the Bank as in Appendix D.

5.5.3. Security Deposit/Performance Bank Guarantee should be valid for the period of thecontract i.e. 3 years 4 months and shall be retained till the completion of contractperiod. The guarantee should also contain a claim period of Three months from thelast date of validity.

5.5.4. In case of due extension of the Contract, the validity period of the Performance BankGuarantee should be got extended by the Vendor. The Bank reserves the right toinvoke the Bank guarantee incase the bidder fails to extend the guarantee.

5.5.5. The security deposit / Bank guarantee will be returned to the bidder on completionof Contract Period.

5.5.6. The Bank shall invoke the Bank guarantee or adjust the security deposit before theexpiry of validity, if work is not completed or if the selected bidder fails to completethe obligations under this RFP. The Bank may resort to similar action in case thepenalties imposed by the Bank in this document are not sufficiently covered fromregular payments. The Bank shall notify the selected bidder in writing beforeinvoking the Bank guarantee / adjusting the security deposit.

5.6. Indemnity

5.6.1. The Vendor shall agree fully and effectually to indemnify, defend and hold harmlessthe Bank and its officers, directors, employees, representatives, agents, and assigns(“Indemnified”) at its own expenses against the Losses suffered or incurred by theBank as a result of any negligent or fraudulent act or omission by it and itsemployees, in breach of any of its obligations contained or referred to in proposedAgreement.


5.6.2. In addition, the Vendor shall also agree to indemnify in full and hold harmless theBank against the Losses claimed, made or incurred against the Bank arising out of orin connection with the performance or discharge of Vendor’s obligations and dutiesunder this proposed Agreement or in respect of any Losses sustained or suffered byany third party, otherwise than by the Bank's gross negligence or willful misconduct.The Vendor understands, acknowledges and agrees that this provision is the essenceof the contract and, consequently, Vendor desires to provide the Bank (beingindemnified) with specific contractual assurance of each Indemnifier's rights to fullindemnification against any proceedings.

5.6.3. If indemnification claim involves litigations from third party then theindemnification by Vendor shall be subject to:

a) The Bank having provided written notice within reasonable period of timeabout the event;

b) Subject to Applicable Laws, the Bank will provide to Vendor an opportunity todefend;

c) Bank reasonably cooperating with Vendor for defense of a third party claim;and

d) The Bank restricted from giving any press release that results in compromise ofVendor's defense of the indemnification.

5.7. Effective Date:

5.7.1. The selected vendor shall accept the purchase order within 7 days from the date ofreceipt of order.

5.7.2. The selected vendor shall also execute a stamped “Contract Agreement/ServiceLevel Agreement”, with the Bank. A draft of the said contract containing terms andconditions as per RFP shall be provided by the Bank. The said contract/agreementshall be executed within 30 days from the date of acceptance of the Order at thetime and place indicated by the Bank. Failure to execute the Contract Agreementmakes the EMD liable for forfeiture at the discretion of the Bank and also rejectionof the selected Bidder.

5.7.3. The Contract Agreement shall include all terms, conditions and specifications of RFPand also the Price, as agreed finally after Bid evaluation and negotiation.

5.7.4. The effective date shall be date of signing of agreement by the selected bidder. Thebidder shall submit the acceptance of the order within seven days from the date ofreceipt of order.

5.7.5. The Bank reserves the right to consider the late acceptance of the order/agreementat its discretion.

5.8. Project Execution:

5.8.1. The Bank and the selected bidder shall nominate a Project Manager eachimmediately on acceptance of the order, who shall be the single point of contact forthe project at Bengaluru. However, for escalation purpose, details of other personsshall also be given. The project managers nominated by the bidders should haveprior experience in implementing similar project. Project Kick-Off meeting shouldhappen within 7 days from the date of acceptance of purchase order.


5.9. Information Provided

5.9.1. This RFP document contains statements derived from information that is believed tobe reliable at the date obtained but does not purport to provide all of theinformation that may be necessary or desirable to enable an intending Vendor todetermine whether or not to enter into a contract or arrangement with Canara Bankin relation to the provision of Call Centre services. Neither Canara Bank nor any of itsdirectors, employees, agents, contractors, or advisers gives any representation orwarranty, express or implied as to the accuracy or completeness of any informationor statement given or made in this RFP document.

5.10. Confidentiality

5.10.1. The RFP document is confidential and is not to be reproduced, transmitted, ormade available by the Vendor to any other party. The RFP document is provided tothe Vendor on the basis of the undertaking of confidentiality given by the Vendorto Canara Bank. The Bank reserves the right to update or revise the RFP documentor any part of it prior to opening of responses by the Vendors. Bank shall providethe revised RFP document, if any, to all the short-listed Vendors of RFP, throughappropriate mode of communication. Bank shall also consider providing additionaltime to submit the responses to RFP. The Vendor acknowledges that any suchrevised or amended document is received subject to the same terms and conditionsas this original and subject to the same confidentiality undertaking.

5.11. Vendor

5.11.1. The RFP document is intended solely for the information of the party to whom it isissued (“the Vendor”) and no other person or organization.

5.12. Questions & Clarifications

5.12.1. The bidder will not disclose or discuss the contents of the RFP document with anyofficer, employee, consultant, director, agent, or other person associated oraffiliated in any way with Canara Bank or any of its customers, suppliers, or agentswithout the prior written consent of Canara Bank, except to the extent providedherein below of this RFP document. Vendors are required to direct allcommunications related to this RFP, to the Nominated Point of Contact person, i.e.The Deputy General Manager, Canara Bank, Marketing & CRM Section, Marketingand Retail Resources Wing, Head Office Annexe, 113-1, Jeevan Prakash Building, J CRoad, Bengaluru - 560002. Email-id for correspondence [email protected].

5.12.2. All queries relating to the RFP, technical or otherwise, must be submitted inwriting/email only within the specified time to the above nominated Point ofContact. The Bank will answer all communications initiated by bidders as per thetime frame mentioned in Bid Details at page 2 of this Document. However, theBank may in its absolute discretion seek additional information or material fromany Vendor after the time frame for submission of Response to RFP. Vendorsshould provide details of their email addresses.

5.12.3. Response to any query raised through nominated Point of Contact person, will onlybe provided to the bidders via email and/or on the website of the Bank. If the Bankin its absolute discretion deems that the originator of the question will gain anadvantage by a response to a question, the Bank reserves the right to communicatesuch response to all bidders.


5.12.4. The Bank reserves the right not to communicate certain information forclarifications sought by the bidder if the Bank finds that it is against the interests ofthe Bank.

5.12.5. The Bank may in its absolute discretion engage in discussion with any bidder (orsimultaneously with more than one bidder) after the Response closes to improve orclarify any response.

5.13. Disclaimer

5.13.1. Subject to any law to the contrary, and to the maximum extent permitted by law,Canara Bank and its officers, directors, employees, contractors, agents, and advisersdisclaim all liability from any loss or damage (whether foreseeable or not) sufferedby any person acting on or refraining from acting because of any informationincluding forecasts, statements, estimates, or projections contained in this RFPdocument or conduct ancillary to it whether or not the loss or damage arises inconnection with any negligence, omission, default, lack of care ormisrepresentation on it.

5.14. Cost Borne by Bidders

5.14.1. All costs and expenses incurred by bidders in any way associated with thedevelopment, preparation, and submission of responses, including but not limitedto attendance at meetings, discussions, demonstrations, etc. and providing anyadditional information required by Canara Bank, will be borne entirely andexclusively by the Vendors.

5.15. No Legal Relationship

5.15.1. No binding legal relationship will exist between any of the bidders and CanaraBank until execution of a contractual agreement.

5.16. No Bidder's obligation to information

5.16.1. The bidders will use their own resources to conduct any enquiry to carry out theirown analysis regarding any information contained in the RFP document and drawmeaning of that information for their satisfaction and use.

5.17. Errors & Omissions

5.17.1. Each bidder should notify Canara Bank of any error, omission, or discrepancy foundin this RFP document, not later to the date of closing for submission of RFPresponse.

5.18. Acceptance of Terms

5.18.1. A bidder will, by submitting the Bid/Proposal in response to this RFP documentshall be deemed to have accepted all the terms and conditions of this document.


5.19. Code of conduct

5.19.1. It is the objective of the Bank to obtain the best services possible by giving fair andimpartial consideration to all Vendors invited to accept RFP for submittingResponse to RFP. Every potential Vendor will be considered on fair and equal basis.

5.20. Notification

5.20.1. Bank will notify Vendors in writing about the outcome of their RFP evaluationprocess, including acceptance/rejection of the Bid. The Bank is not obliged toprovide any reasons for such acceptance or rejection.

5.21. Responsibility of Vendor for Bank’s Property

5.21.1. Vendor shall take due care of Bank’s equipment, if any, provided by the Bank at CallCentre premises or at Bank’s DC & DR centers and shall be responsible for any lossor damage caused to the Bank’s property/items due to their negligence. TheVendor will not use the above mentioned items / facilities for any other purposeexcept in accordance with the direction of the Bank. Further, the Vendor or theirstaff will not get any claim or right like tenancy or otherwise over theitems/infrastructure of Bank by merely utilizing the same during the givenassignment.

5.22. Disqualification

5.22.1. Any form of canvassing/lobbying/influence regarding short listing, status etc. willbe regarded as disqualification.

5.23. No outsourcing by Vendor

5.23.1. The selected Vendor will undertake to provide the Call Centre services required inthis RFP to the Bank and will not outsource or subcontract any or all of the servicesbeing offered to Bank to any company or to a company fully / partly owned by theVendor, except with the written consent of the Bank.

5.24. Acts of CSAs / Sr. CSAs

5.24.1. The vendor shall solely be responsible for all acts of omissions / commissions madeby all the CSAs/ Sr. CSAs.

5.25. Access to Outsiders

5.25.1. The Vendor shall not provide access to any systems, data, infrastructure orpremises to any unauthorized/outside persons/entities without the writtenconsent of the Bank.

5.26. Evaluation of Offers

5.26.1. Each bidder acknowledges and accepts that Canara Bank may in its absolutediscretion apply whatever criteria it deems appropriate in the selection of Vendorto submit a response including, but not limited to, those selection criteria set out in


this RFP document. Bank has no obligation to make public the detailed results, ofthe RFP evaluations, the reasons for selection of Vendor, reasons why a specifiedVendor was not selected, or the name of the final Vendor.

5.27. Non-disclosure

5.27.1. All Bank’s product and process details, documents, data, applications, software,systems, papers, statements and business/customer information (hereinafterreferred to as 'Confidential Information') which may be communicated to or cometo the knowledge of Vendor and/or its employees during the course of dischargingtheir obligations shall be treated as absolutely confidential and Vendor and itsemployees shall keep the same secret and confidential and not disclose the same,in whole or in part to any third party without the prior written permission of Banknor shall use or allow to be used any information other than as may be necessaryfor the due performance by Vendor of its obligations. Vendor shall indemnify andkeep Bank indemnified safe and harmless at all times against all or anyconsequences arising out of any breach of this undertaking regarding ConfidentialInformation by Vendor and/or its employees and shall immediately reimburse andpay to Bank on demand all damages, loss, cost, expenses or any charges that Bankmay sustain suffer, incur or pay in connection therewith.

5.27.2. It is clarified that “Confidential Information” means any and all information that isor has been received by the Vendor (Receiving Party) from the Bank (DisclosingParty) and that (a)relates to the Disclosing Party and (b) is designated by theDisclosing Party as being confidential or is disclosed in circumstances where theReceiving Party would reasonably understand that the disclosed information wouldbe confidential (c) is prepared or performed by or on behalf of the Disclosing Partyby its employees, officers, directors, agent, representatives or consultants. Inmaintaining confidentiality, the Receiving Party on receiving the confidentialinformation and material agrees and warrants that it shall take at least the samedegree of care in safeguarding such confidential information and materials as ittakes for its own confidential information of like importance and such degree ofcare shall be at least, what reasonably calculated to prevent such inadvertentdisclosure.

5.27.3. Also, keep the confidential information and confidential materials and any copiesthereof secure and in such a way so as to prevent unauthorized access by any thirdParty. The Receiving Party, who receives the confidential information and thematerials, agrees that on receipt of a written demand from the Disclosing Party,they will immediately return all written confidential information and materials andall copies thereof provided to and which is in Receiving Party's possession or underits custody and control. The Receiving Party to the extent practicable, immediatelydestroy all analyses, compilation, notes studies memoranda or other documentsprepared by it and the same contain, reflect or derive from confidential informationrelating to the Disclosing Party. The Receiving party immediately expunge anyconfidential information, word processor or other device in its possession or underits custody & control and thereafter furnish a Certificate signed by the Authorizedperson confirming that to the best of his/her knowledge, information and belief,having made all proper enquiries and the requirement of confidentiality aspect hasbeen complied with.


5.27.4. The restrictions mentioned hereinabove shall not apply to:

a) Any information that publicly available at the time of its disclosure orbecome publicly available following disclosure (other than as a result ofdisclosure by the disclosing Party contrary to the terms of this document) orany information which is independently developed by the Receiving Partyor acquired from a third party to the extent it is acquired with the validright to disclose the same.

b) Any disclosure required by law or by any court of competent jurisdiction,the rules and regulations of any recognized stock exchange or any enquiryor investigation by any government, statutory or regulatory body which islawfully entitled to require any such disclosure provided that, so far as it islawful and practical to do so prior to such disclosures, the Receiving Partyshall promptly notify the Disclosing Party of such requirement with a viewto providing the Disclosing Party an opportunity to obtain a protectiveorder or to contest the disclosure or otherwise agree to the timing andcontent of such disclosure.

c) The confidential information and material and all copies thereof, inwhatsoever form shall at all the times remain the property of the DisclosingParty and disclosure hereunder shall not confer on the Receiving Party anyrights whatsoever beyond those contained in this document. Theconfidentiality obligations shall survive the expiry or termination of theproposed Agreement between the Bank and Vendor.

5.27.5. This clause shall survive the termination or expiry of the agreement.

5.28. Inspection & Audit

5.28.1. All activities as per the scope of the RFP under or in course of execution or executedin pursuance of the Contract shall be at all times be open and accessible to theinspection and supervision of the officials of the Bank in charge of the work or anyConsultant of the Bank and the inspecting officials from statutory authorities suchas Central Vigilance Commission.

5.28.2. Bank reserves the right to conduct an audit/ ongoing audit of the services providedby Vendor. The Bank shall be given access to all books, records and informationrelevant to the outsourced activity available with the vendor. Further, requisiteaudit trails and logs for administrative activities should be retained and accessibleto the Bank.

5.28.3. Vendor shall provide the Bank with the right to conduct audits on the vendorwhether by its internal or external auditors, or by external specialists appointed toact on its behalf and to obtain copies of any audit or review reports and findingsmade on the vendor in conjunction with the services performed for the Bank.

5.28.4. Vendor should allow the Reserve Bank of India (RBI) or persons authorized by it toaccess Bank documents, records or transaction or any other information given to,stored or processed by Vendor within a reasonable time failing which Vendor willbe liable to pay any charges/ penalty levied by RBI.


5.28.5. Vendor should recognize the right of the Reserve Bank to cause an inspection to bemade of the vendor and its books and account by one or more of its officers oremployees or other persons. Vendor should allow the Reserve Bank of India (RBI) toconduct audit or inspection of its Books and account with regard to Bank’sdocuments by one or more RBI officials or employees or other persons dulyauthorized by RBI.

5.28.6. Vendor should implement Information Security Policy of the Bank, as amendedfrom time to time, for its call centre operations. Bank reserves the right to conductInformation Security Audit of call centre operations of the Vendor at periodicintervals.

5.29. Force Majeure

5.29.1. Should either party be prevented from performing any of its obligations under thisproposal by reason of any cause beyond its reasonable control, the time forperformance shall be extended until the operation or such cause has ceased,provided the party affected gives prompt notice to the other of any such factors orinability to perform, resumes performance as soon as such factors disappear or arecircumvented.

5.29.2. If under this clause either party is excused performance of any obligation for acontinuous period of 90 days, then the other party may at any time hereafter whilesuch performance continues to be excused, terminate this agreement withoutliability, by notice in writing to the other.

5.29.3. "Force Majeure Event" means any event due to any cause beyond the reasonablecontrol of the Party, including, without limitation, unavailability of anycommunication system, sabotage, fire, flood, explosion, acts of God, civilcommotion, strikes or industrial action of any kind, riots, insurrection, war or actsof government.

5.30. Intellectual Property Rights:

5.30.1. Bidder warrants that the inputs provided shall not infringe upon any third partyintellectual property rights, including copyrights, patents and other intellectualproperty rights of any nature whatsoever. Bidder warrants that the deliverablesshall not infringe upon any third party intellectual property rights, includingcopyrights, patents and other intellectual property rights of any naturewhatsoever. The bidder should ensure that the Hardware and Software supplied tothe Bank shall not infringe the third party intellectual property rights, if any. Thebidder has to ensure that third party rights are not infringed even in case ofequipment /software supplied on behalf of consortium as bidder.

5.30.2. In the event that the Deliverables become the subject of claim of violation orinfringement of a third party’s intellectual property rights, bidder shall at its choiceand expense: [a] procure for Bank the right to continue to use such deliverables; [b]replace or modify such deliverables to make them non-infringing, provided that thesame function is performed by the replacement or modified deliverables as theinfringing deliverables; or [c] if the rights to use cannot be procured or thedeliverables cannot be replaced or modified, accept the return of the deliverablesand reimburse Bank for any amounts paid to bidder for such deliverables, along


with the replacement costs incurred by Bank for procuring an equivalentequipment in addition to the penalties levied by Bank. However, Bank shall notbear any kind of expense, charge, fees or any kind of costs in this regard.Notwithstanding the remedies contained herein, the bidder shall be responsible forpayment of penalties in case service levels are not met because of inability of theBank to use the proposed solution.

5.30.3. The indemnification obligation stated in this clause apply only in the event that theindemnified party provides the indemnifying party prompt written notice of suchclaims, grants the indemnifying party sole authority to defend, manage, negotiateor settle such claims and makes available all reasonable assistance in defendingthe claims [at the expenses of the indemnifying party]. Notwithstanding theforegoing, neither party is authorized to agree to any settlement or compromise orthe like which would require that the indemnified party make any payment or bearany other substantive obligation without the prior written consent of theindemnified party. The indemnification obligation stated in this clause reflects theentire liability of the parties for the matters addressed thereby.

5.30.4. The bidder acknowledges that business logics, work flows, delegation and decisionmaking processes of Bank are of business sensitive nature and shall not bedisclosed/referred to other clients, agents or distributors of Hardware/Software.

5.31. Publicity

5.31.1. Vendor, either by itself or through its group companies or Associates, shall not usethe name and/or trademark/logo of Bank, in any sales or marketing publication oradvertisement or in any other manner without the explicit written permission ofthe Bank.

5.32. Amendments

5.32.1. Any provision of contract may be amended or waived, if and only if suchamendment or waiver is in writing and signed., in the case of an amendment byeach Party, or in the case of a waiver, by the Party against whom the waiver is to beeffective, without any prejudice to the Bank’s rights under this RFP.

5.33. Assignment

5.33.1. Selected Vendor shall not assign, in whole or in part, the benefits or obligations ofcontract to any other person without the prior written consent of the Bank, suchconsent not to be unreasonably withheld. Bank may assign any of its rights andobligations to any of its Affiliates without prior consent of Vendor.

5.33.2. If the Bank undergoes a merger, amalgamation, take-over, consolidation,reconstruction, change of ownership etc., this RFP shall be considered to beassigned to the new entity and such an act shall not affect the rights of the Vendorunder this RFP.

5.34. Captions and headings

5.34.1. The captions and headings in this RFP are for convenience only and are notintended to be full or accurate descriptions of the contents thereof. They shall not


be deemed to be part of this RFP and in no way define, limit, extend or describe thescope or intent of any provisions hereof.

5.35. Contractual Commitment

5.35.1. Should the bidder be an Award Vendor, the contents of its Response to RFP,including any material submitted in the Response to RFP, may on mutual consentbe incorporated by reference or integrated as obligations in the formal Servicecontract and / or Service Level Agreement (SLA), to be drafted by Bank.

5.36. Execution of Agreement:

5.37. General Contract Agreement Conditions:

5.37.1. All remedies of either Bank or Bidder under the Agreement whether providedherein or conferred by statute, civil law, common law, custom, or trade usage, arecumulative and not alternative may be enforced successively or concurrently.

5.37.2. If any provision of Agreement or the application thereof to any person or Party[Bank/Bidder] is or becomes invalid or unenforceable or prohibited by law to anyextent, this Agreement shall be considered divisible as to such provision, and suchprovision alone shall be inoperative to such extent and the remainder of theAgreement shall be valid and binding as though such provision had not beenincluded. Further, the Parties [Bank and Bidder] shall endeavor to replace suchinvalid, unenforceable or illegal provision by one that is valid, enforceable, and legaland achieve substantially the same economic effect as the provision sought to bereplaced.

5.37.3. None of the provisions of Agreement shall be deemed to constitute a partnershipbetween the Parties [Bank and Bidder] and neither Party [Bank nor Bidder] shallhave any right or authority to bind the other as the other’s agent or representativeand no Party shall be deemed to be the agent of the other in any way.

5.37.4. Agreement shall not be intended and shall not be construed to confer on anyperson other than the Parties [Bank and Bidder] hereto, any rights or remediesherein.

5.37.5. Agreement shall be executed in English language in 1 (one) original, the Bankreceiving the duly signed original and bidder receiving the duly attested photocopy.Contract/Service Level Agreement (SLAs) and Non disclosure Agreement (NDA) willhave to be executed with the Bank with uptime guarantee clause for allinstallations.

5.38. General Order Terms:

5.38.1. Normally, the Order will be placed on the successful bidder as per the details givenin the bid document. But, if there is any change in name/address/constitution ofthe bidding Firm/Company at any time from the date of bid document, the sameshall be informed by the bidders to the Bank immediately. This shall be supportedwith necessary documentary proof or Court orders, if any. Further, if the biddingFirm/Company is undergoing any re-organisation/restructuring/merger/demerger


and on account such a change the Firm/Company is no longer performing theoriginal line of business, the same shall be informed to the Bank. There shall not beany delay in this regard. The decision of the Bank to place orders or otherwiseunder such situation shall rests with the Bank and the decision of the Bank is final.

5.39. Cancellation of contract and compensation

5.39.1. The Bank reserves the right to cancel the contract of a shortlisted Vendor at anytime by assigning appropriate reasons and recover expenditure incurred by theBank in the event of one or more of the following conditions:

a) Non submission of acceptance of order within 7 days of orderb) Excessive delay in execution of order placed by the Bankc) The selected Vendor commits a breach of any of the terms and conditions of

the RFP/SLA.d) The selected Vendor becomes insolvent or goes into liquidation voluntarily or

otherwise.e) The progress regarding execution of the contract, made by the selected Vendor

is found to be unsatisfactoryf) If the selected Vendor fails to complete the due performance of the contract in

accordance with the agreed terms and conditionsg) An attachment is levied or continues to be levied for a period of 7 days upon

effects of the tender.h) Non Submission of Performance Bank Guarantee within the stipulated time

limits

5.39.2. In addition to the cancellation of purchase order, the Bank reserves its right toinvoke the Bank Guarantee or foreclose the Security Deposit given by the biddertowards non-performance/non-compliance of the terms and conditions of thecontract, to appropriate towards damages.

5.39.3. The Bank is not liable to pay any compensation to the affected vendor for suchcancellation / foreclosure of the contract.

5.40. Applicable law and jurisdictions of court

5.40.1. The Contract with the selected Vendor shall be governed in accordance with theLaws of India for the time being in force and will be subject to the exclusivejurisdiction of Courts at Bengaluru (with the exclusion of all other Courts).

5.41. Resolution of Disputes and Arbitration clause

5.41.1. The Bank and the Vendor shall make every effort to resolve any disagreement ordispute amicably, arising in connection with the Contract, by direct and informalnegotiation between the designated Officer of the Bank for Call Centre anddesignated representative of the Vendor.

5.41.2. If designated Officer of the Bank for Call Centre and representative of Vendor areunable to resolve the dispute within reasonable period as deemed fit by the Bank,they shall immediately escalate the dispute to the senior authorized personnel


designated by the Bank and Vendor respectively. If even elapse of reasonableperiod as deemed fit by the Bank, after the commencement of such negotiations,both the parties are unable to resolve contractual dispute amicably, Bank can referthe dispute or disagreement to formal arbitration by appointing Arbitrators: onearbitrator to be nominated by the Bank and other to be nominated by the selectedvendor. Both the arbitrators shall nominate third arbitrator i.e. principal arbitratorunder the provisions of Indian Arbitration & Conciliation Act, 1996. The decision ofthe said arbitrators shall be final and binding on the parties. The arbitration will bein English. The venue for such Arbitration shall be Bengaluru.

5.42. Negligence:

5.42.1. In connection with the work or contravention of the provisions of General Terms, ifthe selected bidder neglects to execute the work with due diligence or expeditionor refuses or neglects to comply with any reasonable order given to him in writingby the Bank, in such eventuality, the Bank may after giving notice in writing to theselected bidder calling upon him to make good the failure, neglect or contraventioncomplained of, within such times as may be deemed reasonable and in default ofthe said notice, the Bank shall have the right to cancel the Contract holding theselected bidder liable for the damages that the Bank may sustain in this behalf.Thereafter, the Bank may make good the failure at the risk and cost of the selectedbidder.

5.43. Responsibility for Completeness

5.43.1. The bidder shall ensure that the Solution provided meets all the technical andfunctional requirements as envisaged in the scope of the RFP. The bidder isrequired to customize the software/develop interface as per Bank’s requirementeither at Bank’s site or at off site.

5.43.2. The bidder shall deliver, install the equipment and port the software, customizeand arrange for user acceptance test at bidder’s cost as per accepted timeschedules. The bidder is liable for penalties levied by Bank for any deviation in thisregard. The bidder shall provide for all tools, testing instruments, drivers,consumables required to install, customize and test the software without anyfurther charge, expense and cost to Bank.

5.44. Responsibilities of the Bidder.

5.44.1. By submitting a signed bid/response to this RFP the Bidder certifies that:

The Bidder has arrived at the prices in its bid without agreement with anyother bidder of this RFP for the purpose of restricting competition.

The prices in the bid have not been disclosed and shall not be disclosed to anyother bidder of this RFP.

No attempt by the Bidder to induce any other bidder to submit or not tosubmit a bid for restricting competition has occurred.

The staff entrusted shall always maintain the decorum and dignity. The Bankshall not be responsible for any untoward incidents attributed to the staffentrusted to carry out this solution/services.


5.45. Corrupt and Fraudulent Practices

5.45.1. As per Central Vigilance Commission (CVC) directives, it is required that Bidders/Suppliers / Contractors observe the highest standard of ethics during theprocurement and execution of such contracts in pursuance of this policy.

5.45.2. "Corrupt Practice" means the offering, giving, receiving or soliciting of anything ofvalues to influence the action of an official in the procurement process or incontract execution.

5.45.3. "Fraudulent Practice" means a misrepresentation of facts in order to influence aprocurement process or the execution of contract to the detriment of the Bank andincludes collusive practice among bidders (prior to or after bid submission)designed to establish bid prices at artificial non-competitive levels and to deprivethe Bank of the benefits of free and open competition.

5.45.4. The Bank reserves the right to reject a proposal for award if it determines that thebidder recommended for award has engaged in corrupt or fraudulent practices incompeting for the contract in question.

5.45.5. The Bank reserves the right to declare a firm ineligible, either indefinitely or for astated period of time, to be awarded a contract if at any time it determines that thefirm has engaged in corrupt or fraudulent practices in competing for or inexecuting the contract. The decision of Bank in determining the above aspects willbe final and binding on the all the Bidders. No Bidder shall contact through anymeans of communication the Bank or any of its employees on any matter relatingto its Bid, from the time of Bid opening to the time the contract is awarded. If thebidder wishes to bring additional information to the notice of the Bank, it may doso in writing.

5.46. Integrity Pact

5.46.1. As per Central Vigilance Commission (CVC) directives, it is required that Bidders/Suppliers / Contractors observe the highest standard of ethics during theprocurement and execution of such contracts in pursuance of this policy. Further,all bidders need to submit an “Integrity Pact” as per Appendix G on non judicialstamp paper of Rs. 200/-. As per the above pact, an Independent External Monitor(IEM) shall be nominated by the Bank.

5.46.2. The name, address and contact details of IEMs nominated for the Bank is furnishedbelow

Sri. Dilip Mavinkurve,A1/3, Dattaprasad Co-op Hsg. Society,10th Main, 12th Cross,Malleswaram,Bengaluru : 560003.Email:[email protected]

Sri.Hari Santosh Kumar,No.C-71, Pushpanjali,Vikas Marg Extension,New Delhi:110092.Email:[email protected]


5.47. Modification/Cancellation of RFP:

5.47.1. The Bank reserves the right to modify/cancel/re-tender the RFP without assigningany reasons whatsoever. The Bank shall not incur any liability to the affectedbidder(s) on account of such rejection. Bank shall not be obliged to inform theaffected bidder(s) of the grounds for the Bank's rejection/cancellation.

DEPUTY GENERAL MANAGER


ANNEXURE-1

Checklist

ANNEXURES & APPENDICES (To be submitted with Part A- conformity to eligibilitycriteria)

No DESCRIPTIONTick

appropriatebox

1 Checklist YES/NO

2 Vendor’s Profile YES/NO

3 Eligibility Criteria Declaration YES/NO

4 Bid Covering Letter Format YES/NO

5 Reference Site Details YES/NO

6 Non-Disclosure Agreement YES/NO

-- DD for Application Money YES/NO

D EMD / Bank Guarantee in lieu of EMD YES/NO

GIntergrity Pact as per Appendix G on non judicial stamp paper ofRs. 200/-

YES/NO

ANNEXURES (To be submitted with Part B-Technical Proposal)

8 Technical Bid Covering Letter Format YES/NO

8A – 8E Technical proposal YES/NO

9 Compliance Statement YES/NO

10 Undertaking Letter pertaining to Taxes and TDS YES/NO

11 Escalation Matrix YES/NO

12 Undertaking letter regarding the validity period of the documentsYES/NO

13 Undertaking letter regarding Independent Audit FunctionYES/NO

15 Masked Price Bid YES/NO

ANNEXURES (To be submitted with Part-C -Price Bid)

14 Covering Letter for Price Bid YES/NO

15 Price Bid YES/NO

Vendor has to verify the checkpoints and ensure accuracy of the same before submission of the bid.

Checked for accuracy

DateSignature with SealName :Designation :


Sl.No.

Annexure-1: Other Clauses

VendorResponse

[Tickappropriate

box]

Page No.at which

detailsare

enclosed

1. Whether Cost of the Tender document (Demand Draftpayable at Bengaluru) is submitted along with the Part A-Conformity to Eligibility Criteria?

YES/NO

2. Whether EMD / Bank guarantee Submitted in the Part A-Conformity to Eligibility Criteria?

YES/NO

3. Whether the Bid is authenticated by authorized person? Copyof Power of Attorney or Authorization letter from thecompany authorizing the person to sign the bid document tobe submitted in Part A-Conformity to Eligibility Criteria.

YES/NO

4. Whether Call log in Procedure, Preventive and Breakdown/Corrective Maintenance is provided?

YES/NO

5. Whether all pages are authenticated with signature and seal(Full signature to be affixed and not initials).Erasures /Overwriting / Cutting / Corrections authenticatedCertification / Undertaking is authenticated?

YES/NO

6. Whether address of Office on which order has to be placed isindicated in ANNEXURE-2

YES/NO

7. Whether ensured that, the separately sealed envelopescontaining Part A-Conformity to Eligibility Criteria, Part B-Technical Proposal and Part C-Price Bid for SELECTION OFVENDOR FOR SETTING UP & MANAGEMENT OF CALLCENTRE OPERATIONS ON FULLY OUTSOURCED MODEL areplaced and sealed in another big envelope super scribed asper RFP instructions. The Name of the Bidder and Due date ofthe RFP is specified on the top of the envelope.

YES/NO

8. Whether ensured Indexing of all Documents submitted withpage numbers?

YES/NO

9. Whether replica of Price Bid (Masked price bid) as per Bill ofMaterial is submitted in Technical-Part-B.

YES/NO

Vendor has to verify the above checklist and ensure accuracy of the same before submission of the bid.

Checked for accuracy



ANNEXURE-2

Vendor’s ProfileSl.No

Particulars Details

A Company Profile

1. Name of the Bidder /Firm / Company

2. Constitution

3. Date of Establishment/Incorporation

4.

Address (Order to be placed on which Office)

Registered Office

Corporate Office

5.

Telephone No

FAX No

E-mail Address

Website

6.

Turnover.

2013-2014

2014-2015

2015-2016

7.

Domestic Customer Base (Number and address ofPublic/Private Sector Scheduled commercial Bank) whereCall Centre operation has been implemented and iscurrently running successfully.

Copy of related purchase orders to be enclosed forevidence.

8.

Our PAN number for Income Tax is ------

We are registered with the Sales Tax/Service Taxauthorities and our registration numbers are asfollows.

Sales Tax/VAT Registration Number is -------

Service Tax Registration Number is ---------

Bank Details

Name and Style of Bank Account

Name of the Bank and Branch address

Account Number

RTGS / NEFT Code

9Please indicate whether any Bankruptcy / winding upproceedings initiated against the bidder or its tie-uppartner at any point in time?


Whether any of the accounts of the bidder has beendeclared as NPA by any Bank/Financial Institutions

10

Total Call Centre related project implemented in Bankingsector in India.

Copy of the related purchase orders to be enclosed forjustification


[Note: These details should be on the letter head of Bidder and should be signedby an Authorized Signatory with Name and Seal of the Company]


ANNEXURE-3Eligibility Criteria Declaration

(To be given on the Company’s Letter Head)

The Deputy General ManagerCanara BankMCRM SectionMarketing & RR Wing, Head Office113-1 J C RoadBengaluru 560002

SUB: RFP for “SELECTION OF VENDOR FOR SETTING UP & MANAGEMENT OF CALL CENTREOPERATIONS ON FULLY OUTSOURCED MODEL”

Ref: Your RFP 01/2016-17 dated 17/12/2016

We have carefully gone through the contents of the above referred RFP andfurnish the following information relating to Eligibility Criteria.


1. The bidder must be a Public/Private LimitedCompany registered in India under theCompanies Act, 1956 and should have beenin operation for at least 5 years as on31.03.2016. In case the current vendorCompany is the result of a merger /acquisition, at least one of the mergedcompanies should have been in operationfor at least 5 years as on 31.03.2016.

Copy of Certificate ofIncorporation and Certificate ofCommencement of business incase of Public Limited Company orCertificate of incorporation incase Private Limited Company,issued by the Registrar ofCompanies.

2. The bidder or its wholly owned subsidiarywhich is providing BPO/Call Centre servicesmust be profitable and have operatingprofit from its Call Centre Operations basedin India during any two of the last threefinancial years, i.e., 2013-14, 2014-15 and2015-16 audited figures

Copies of audited balance sheetsand Profit & Loss statements forthe last three financial years (i.e.audited statements for 2013-14,2014-15 and 2015-16) should besubmitted along with the offer. Inthe event that profit is notpublically reported for the Indiancall centre operations of thevendor / its subsidiary, acertificate to this effect from aChartered Accountant should beprovided.

3. The bidder or its wholly owned subsidiaryproviding BPO/Call Centre services musthave registered itself with Department ofTelecommunication (DoT) / TRAI.

Bidder to submit DOT/TRAIcertificate for locations/ centres.



4. The bidder should not have beenblacklisted/suspended/barred fromoperations by any Regulatory/Statutoryauthorities for any violations / non-compliances during the last 3 years. If abidder chooses not to disclose any suchissue, and the same comes to Bank’s noticeat a later date, the Bank will be free torevoke any contract entered with thevendor at its discretion.

Self Declaration from the bidderto be submitted.

The certification/declaration bythe bidder shall be on the bidder’sletter head duly signed byauthorized signatory/power ofattorney holder.

5. The bidder or its wholly owned subsidiaryproviding BPO/Call Centre services shouldbe operating with an aggregate of at least3,000 Full Time Equivalents (FTEs) for itsCall Centre Voice Operations based in Indiacatering to Domestic/International Clients,with a minimum of 50% of FTEs catering toDomestic Clients during last financial year,i.e. 2015-16.

Please provide letter from client/LOI/ Agreement with the client tothis effect.

6. The Clientele of the bidder or its whollyowned subsidiary must include at least onereputed Scheduled Commercial Bank(Indian / Foreign Bank, operating in India)with total annual business (Deposits +Advances) exceeding Rs.1.5 lakh croreduring the last financial year, i.e. 2015-16for whom the vendor has set up a CallCentre of at least 150 FTEs. Alternatively,the bidder should have a Call Centre of atleast 300 FTEs for a single IndianPSU/Government Organization or 500 FTEsfor a single client.

Please provide letter from client/LOI/ Agreement

7. The bidder should have obtained ISO/IEC27001:2013 certification.

Bidder to submit Certificate.

8. Bidder’s yearly gross revenue from callcentre voice operations based in Indiashould be minimum of Rs. 50/- crore duringlast three financial years, i.e. FY 2013-14,2014-15 and 2015-16.

Copies of audited balance sheetsand Profit & Loss statements forthe last three financial years (i.e.for 2013-14, 2014-15 and 2015-16) or letter from CharteredAccountant should be submittedalong with the offer.

9. As per Central Vigilance Commission (CVC)directives, it is required that Bidders/Suppliers / Contractors observe thehighest standard of ethics during the

Bidder to sign & submit the“Integrity Pact” as per Appendix Gon non judicial stamp paper of Rs.200/-



procurement and execution of suchcontracts in pursuance of this policy.Further, all bidders to submit an “IntegrityPact” as per Appendix G on non judicialstamp paper of requisite value.

We confirm that the information furnished above is true and correct. We alsonote that, if there are any inconsistencies in the information furnished above,the bid is liable for rejection.

Date:Signature with SealName :Designation :


ANNEXURE-4

Bid Covering letter format(To be given on the Company’s Letter Head)

Reference No: Date:

The Deputy General ManagerCanara BankMCRM SectionMarketing & RR Wing, Head Office113-1, J C RoadBengaluru 560002

Dear Sir,

SUB: RFP for “SELECTION OF VENDOR FOR SETTING UP AND MANAGEMENT OF CALL CENTREOPEARATIONS ON FULLY OUTSOURCED MODEL”Ref: Your RFP 01/2016-17 dated 17/12/2016Having examined the tender document including all Annexures the receipt of which ishereby duly acknowledged, we, the undersigned, offer to provide the CALL CENTRESERVICES ON FULLY OUTSOURCED MODEL in conformity with the said tender inaccordance with the schedule of prices indicated in the commercial offer and madepart of this offer.

If our offer is accepted, we are ready to provide the solution within 4 months as perthe purchase order.

If our offer is accepted, we undertake to provide Technical consultancy / Servicesupport / Guidance for the devices supplied as per the above referred RFP, during the3 years 4 months contract period and also during subsequent extended period ofcontract if any.

We enclose a Demand Draft /Bank Guarantee in lieu of EMD for Rs. 40,00,000/-(Rupees Forty Lakh only) in favor of Canara Bank as EMD and Application money forRs. 25,000/- (Rupees Twenty Five Thousand Only) in the form of Demand Draft infavor of Canara Bank, payable at Bengaluru (Non-refundable).

We agree to abide by this offer till 180 days from the date of opening of Price Bid andfor such further period as mutually agreed between the Bank and successful bidder,and agreed to in writing by the bidder. We also agree to keep the Earnest MoneyDeposit/Bank Guarantee in lieu of EMD during the entire validity period of the tender.However if we withdraw our offer within the said validity period, you shall have theright to forfeit the EMD/invoke the Bank Guarantee in lieu of EMD, without referenceto us. We agree to abide by and fulfil all the terms and conditions of the tender and indefault thereof, to forfeit and pay to you or your successors, or authorized nomineessuch sums of money as are stipulated in the conditions contained in tender togetherwith the return acceptance of the contract.We enclose a list of clients in India (giving their full addresses) where we haveestablished the Call Centre.

We accept all the Instructions, Technical Specifications, Terms and Conditions andScope of Work of the subject RFP.

We understand that the Bank is not bound to accept the lowest/H1 or any offer theBank may receive without assigning any reason whatsoever.



ANNEXURE-5

Reference Site Details

Sl.No.

Name of Implementation/Client

1. Successful establishment of Call Centre forBank. The following details may be givenBank wise

2. Bank’s Contact details:Name Designation Mobile numberEmail

3. Volume handled for Inbound calls,Outbound calls, abandonment rate etc. perday for the client (submit latest month’sinvoice paid by respective scheduledcommercial Banks, clearly stating thevolume of Inbound calls, outbound Calls,Abandonment rate) .

4. Time taken for implementation.

5. Whether Canara Bank can contact referencesite to seek further information.



ANNEXURE-6

Non-Disclosure Agreement(To be given on the Company’s Letter Head)

WHEREAS, we,_______________________________________________________________,having Registered Office at __________________________________, hereinafterreferred to as the Bidder, are agreeable to provide Call Centre solutions to CanaraBank, having its registered office at 112, J C Road Bengaluru 560002, hereinafterreferred to as the BANK and,

WHEREAS, the Bidder understands that the information regarding the Bank’s CallCentre Services shared by the BANK in their Request for Proposal is confidentialand/or proprietary to the BANK, and

WHEREAS, the Bidder understands that in the course of submission of the offer forproviding the solution of “CALL CENTER SERVICES ON FULLY OUTSOURCED MODEL”and/or in the aftermath thereof, it may be necessary that the Bidder may performcertain jobs/duties on the Banks properties and/or have access to certain plans,documents, approvals or information of the BANK; NOW THEREFORE, in considerationof the foregoing, the Bidder agrees to all of the following conditions, in order toinduce the BANK to grant the Bidder specific access to the BANK’sproperty/information. The Bidder will not publish or disclose to others, nor, use in anyservices that the Bidder performs for others, any confidential or proprietaryinformation belonging to the BANK, unless the Bidder has first obtained the BANK’swritten authorization to do so.

The Bidder agrees that notes, specifications, designs, memoranda and other datashared by the BANK or, prepared or produced by the Bidder for the purpose ofsubmitting the offer to the BANK for the said solution, will not be disclosed to duringor subsequent to submission of the offer to the BANK, to anyone outside the BANK.

The Bidder shall not, without the Bank’s written consent, disclose the contents of thisRequest for Proposal (Bid) or any provision thereof, or any specification, plan, pattern,sample or information (to be) furnished by or on behalf of the BANK in connectiontherewith, to any person(s) other than those employed/engaged by the Bidder for thepurpose of submitting the offer to the BANK and/or for the performance of theContract in the aftermath. Disclosure to any employed/engaged person(s) shall bemade in confidence and shall extend only so far as necessary for the purposes of suchperformance.



ANNEXURE-7

Authorization letter format

(To be presented by the authorized person at the time of Technical / Price Bid Openingon the letter head of Bidder and should be signed by an Authorized Signatory withName and Seal of the Company)

Ref No: Date:

The Deputy General ManagerCanara BankMCRM SectionMarketing & RR Wing, Head Office113-1, J C RoadBengaluru 560002

Dear Sir,SUB: RFP for “SELECTION OF VENDOR FOR SETTING UP & MANAGEMENT OF CALLCENTRE OPERATIONS ON FULLY OUTSOURCED MODEL”.


This has reference to your above RFP.

Mr./Miss. ________________________________________is hereby authorized toattend the bid opening of the above RFP on _________________ on behalf of ourorganization.

The specimen signature is attested below:

_________________________________Specimen Signature of Representative_________________________________

Signature of Authorizing Authority

_________________________________Name & Designation of Authorizing Authority

NOTE: This Authorization letter is to be carried in person and shall not be placedinside any of the bid covers.


ANNEXURE-8Technical Bid Covering letter Format

(To be given on the Company’s Letter Head)

The Deputy General ManagerCanara BankMCRM SectionMarketing & RR Wing, Head Office113-1 J C RoadBengaluru 560002

SUB: RFP for “SELECTION OF VENDOR SETTING UP & MANAGEMENT OF CALL CENTREOPERATIONS ON FULLY OUTSOURCED MODEL”


We have carefully gone through the contents of the above referred RFP and furnishthe following information relating to Technical Bid/Specification.

Sl. No. Particulars Details to be furnished bythe Bidder

a) Name of the Bidder

b) E-mail address of contact persons

c) Details of:Description of business and businessbackgroundService profile & Client profile

d) Details of similar assignments executedby the bidder during the last three yearsin India( Name of the Bank, time taken forexecution of the assignments anddocumentary proof from the Bank are tobe furnished)

Date Signature with SealName :Designation :


TECHNICAL PROPOSAL

ANNEXURE – 8A

1. Please provide details of the profile of your top management, in the tablebelow:

Top Management Profile CMD/MD Director I Director II Director IIITop Management Profile CMD/MD Director I Director II Director III

Name

Qualifications

Professional experience

Experience in Call centre /BPO industry (No. of years,and description ofexperience)

2. Please provide details of your business profile, in the table below:Break up of business revenues

CriteriaNo. ofYears

No. ofSeats

Break up of Business Revenues

2013-14 2014-15 2015-161. Sector

Public-Sector Banks (India)

Private Banks (India)

International Banks

Financial services

Telecom

Retail

Manufacturing

E-governanceAny other, please specify2. Within India - territory

wiseNorthSouthEastWest

Please state your Nasscom Rank

CriteriaNo. ofYears


No. ofSeats 2010-11 2011-123. Please provide details of your management practices and procedures, in the

table below:F3.A Financial Management Practices1. Share-holding pattern2. What are your capital funding practices?3. What are your funds flow management practices?4. Who is your primary Banker? (name, branch)3.B Marketing Management Practices1. What is your customer creation and retention practices?

2.What are the standards set by you on business ethics interms of customer service deliverables?

3.C HR Policies and Practices

1.What are your high level recruitment and retentionpolicies?

2. Please provide a brief note on sources of recruitment

3.What are your high level HR development policies andstrategies?

Policies and Practices


ANNEXURE – 8B

Please provide a description of the proposed technical solution based on RFPrequirements, including the following:

1. Please provide details of your ability to provide services on an outsourcedmodel and to manage transition, in the table below :

Please provide a detailed project plan for implementation of Call Centre servicesincluding dependencies at various stages and integration various systems of theBank with call center systems such as CTI, CRM, etc. Please ensure this confirmswith the Bank's requirements as stated in the RFP.Please indicate the proposed timelines and the strategy to meet such timelinescommitted and requirements from Canara Bank to meet such timelines

Please provide details of your experience in operating on an outsourced modelas required by the Bank with other clients

Please confirm that you will be able to provide all premises, furniture, amenities,hardware, software, IT tools, and other facilities

Please provide architecture of how the implementation will be carried on forextending the software infrastructure to the existing Call Centre at Bengaluru.

2. Please provide a complete overview of the CRM including the following:

1. Capabilities of the CRM to support the call center scope2. Workflow of the CRM to support service requests raised by the customer3. Architecture of the web based access to branches to enable fulfillment of

these service requests and the requirements to support the same frombranches

4. Ability of the CRM to make customer segmentation5. Outbound lead management abilities of the CRM6. Key dashboards from CRM on SLA , KPIs provided

3. Outbound contact center strategy:

1. What will be the strategy to maximize sales and recovery throughthe outbound set up? What specific initiatives have you taken inthe past / propose to take to ensure maximum throughput?

2. The vendor needs to elaborate on proposed sales & recoveryapproach to achieve best-in-class outcomes.

Tools and methodologies for training agents on sales & recoveryprocesses

Calling strategies to maximize contactability Strategies to maximize lead generation, sales closure and

collection on call. Key requirements from Canara Bank to achieve the above


4. Inbound contact center strategy:

4.A Service Strategy1. What is the proposed strategy for ensuring best in class

customer service strategy? What specific initiatives have youtaken in the past / propose to take.

2. Tools and methodologies for training agents on serviceprocesses.

3. Calling strategies to minimize hold time, maximize FTR,handling peak volumes.

4. Key requirements from Canara Bank to achieve the above.

4.B Sales to service strategy1. What will be the strategy to maximize sales through the

inbound set up? What specific initiatives have you taken inthe past / propose to take to ensure maximum throughput?

2. The vendor needs to elaborate on proposed sales approach toachieve best-in-class outcomes

3. Strategies to maximize lead generation and sales closure oncall

4. Key requirements from Canara Bank to achieve the above


ANNEXURE – 8C

1. Please provide details of your dedicated practice areas and corecompetencies, in the table below:

Number of seats

S.No. Processes

Number of Seats

Voice Email Live-Chat

WebService

Anyother

1. Inbound order-taking

2. Lead creation

3. Service request registration

4. Complaint registration

5. Recovery / collection

6. Inbound cross selling and up selling

7. Outbound Tele-marketing

8. Follow-up of leads - appointment fixing,product offer

9. KYC verification

10. Customer satisfaction survey

11. Market research - Tele-interview

12. Any other processes - please specify

2. Please provide details of your language capabilities, in the table below:

What are the languages youare handling?

Number ofseats

SinceWhen?

What are the training materials usedby you for a regional language?

Language-1

Language-2

Language-3

Language-4

3. Please provide details of your Banking industry specific skill sets, in the tablebelow:

AnyS.No.

Process No.ofseats

Experience(No. ofyears)

Functionscovered

Unique features of thefunctions

1. General and account relatedqueries on products &services of the Bank & third-party products

2. Execution of basic Bankingservices and transactions

3. Service Requests


4. Complaints

5. Queries on Internet& MobileBanking

6. ATM complaints

7. ATM/Branch Locator

8. Outbound – Tele-Marketing

9. Outbound – recovery/collection

10. Others – please specify

Please confirm that you have capability to provide all functions required by the Bank

4. Please provide details of specific compliance requirements of the Call Centre,if any?

5. Please provide details of your technical expertise including design andimplementation of indigenous software /hardware / systems developed toprovide Call Centre services, in the tables below:

5.A Information Technology / Software requirements

Tools Nameof tool Owner

IntegrationAspects for

the Bank

CurrentNo. ofUsers

Client for whichsuch

implementationhas been done

CRM

Connector

HR managementsystemsPerformance appraisalsystemsQuality managementtoolsBusiness intelligencetools

Other tools

5.B Software Platforms

Area of expertise Team sizeExperience

No. of years Industry

Give a brief account on each of the above software platform, the customisation specifically ifany done for the client and how did the above mentioned team handle such specific customerrequests. Past experience of implementing can be mentioned as required.


5.C Technical Requirements

Configurationspecifications

SuggestedMake

PCs – configuration

Other infrastructure for the agent /team leaderworkstation

Software support – CTI

Software support – dialler and logger

Software support – CRM

Telecom infrastructure

Any specific software tools /accelerators required

Any other

5.D Physical Infrastructure

Workstations - dimensions & furniture

Air-conditioning, lighting, rest rooms, lockers

Physical security arrangements - CCTV, access control

Any other

6. Please provide details of your ability to provide data security, in the tablesbelow:

6.A Security Initiatives and Personnel

Do you take a non-disclosure agreement? From whom and how far is itenforceable?

What are your formal disciplinary action procedures in case of security breach?

Explain your employee reference checking process

Do you conduct training sessions on data security and how?

Are you adapting ISO 27001 security practices or any other security practices?Please specify

6.B Security Initiatives – Data/IT/Software

What are the fire-walls used by you?

What are the measures for security for PCs, and coping devices?

How do you prevent use / installation of unauthorized software?

What are the security measures taken while giving internet, email facilities toemployees, to ensure data-security?


6.C Security Initiatives – Physical Infrastructure

What are your physical security measures? Give an account on access cardsystems, circuit TV and monitoring, etc.How are you ensuring security while sub-contracting / outsourcing services to athird- party vendor?

7. Please provide details of your current human resources managementpractices, in the tables below:

7.A Recruitment and Retention

Current recruitment and sourcing processes

Annual attrition (%) for agents

Annual attrition (%) for Team Leaders

Measures taken to prevent / reduce attrition

7.B Training, Development and Career Planning

PARAMETER Do youcurrently

provide this?(Yes/No)

If yes,mention

frequency atwhich it isprovided

Any otherdetails

Communication and soft skills training

Proposed Call Centre processes

Products and services of the Bank

Behavioral and cultural expectations of Bankfrom a professional agentInformation security and their relevance andimportance to the customersKnowledge of Banking systems, operationalprocedures, KYC norms etc.Documentation and formalities required foravailing various products & services of BankCustomer service and citizen charter

8. Please provide details of all Service Level Agreement (SLA) parametersenforced by your current clients (preferably Banking clients) as well as yourcompliance so far to these, in the table below:

Service level agreements Compliance duringCLIENT – 1 Desired Level by Client

(No penalty imposed)2013-14 2014-15 2015-16

System UptimeCall abandonment rate (on ACD)

Call abandonment rate (on IVR)

Call queue waiting time


First call resolution rate

IVR efficiency(% calls disposed off at IVR)Average time taken to be disposedoff at IVR

% of calls that fail to connect to callcentre due to limited infrastructureprovided by vendorAny other SLAs, please specify

Service level agreements Compliance during

CLIENT – 2 Desired Level by Client(No penalty imposed)

2013-14 2014-15 2015-16





IVR efficiency(% calls disposed off at IVR)Average time taken to be disposedoff at IVR% of calls that fail to connect to callcentre due to limited infrastructureprovided by vendorAny other SLAs, please specify

CLIENT – 3 Desired Level by Client(No penalty imposed)

2013-14 2014-15 2015-16





IVR efficiency(% calls disposed off at IVR)Average time taken to be disposedoff at IVR

% of calls that fail to connect to callcentre due to limited infrastructureprovided by vendorAny other SLAs, please specify


9. Please provide details of your reporting capabilities, in the table below:

Reports Ability to provide BIreports

Ability to customizereports as per requirement

of Bank

Ability to provide theBank with directaccess to these

reportsSLAs & KPIs

InvoicesOther Reports

10. Please describe the profile of the proposed operational team for the Bank, inthe table below:

Members Number BPOExperience

BankingExperience

Qualifications/Certifications

Any otherInformation?

Operations ManagerProgram ManagerAdministration TeamTechnical TeamQuality TeamHR TeamAudit TeamAny other, please specify

11. Please provide at least 2 references from whom the Bank can obtain anopinion

Reference I Reference IIName of the CompanyContact personContact detailsProcesses handledShare of revenue / turnover from thereference


ANNEXURE – 8D

Table 1

Details of Banking clients – Provide details of all- Indian Public Sector Banks,Private Sector Banks and International Banks

Name of the Bank Total Business ofthe Bank

No of FTEdeployed

FY 2014-15

No of FTEdeployed

FY 2015-16

Table 2

Details of clients with billing more than 2 cr per annum

Name of theClient

Total Business ofthe Bank

No of FTEdeployed

FY 2014-15

No of FTEdeployed

FY 2015-16

Table 3

Please provide split of operating profit from Indian voice call center operationsand other operations / businesses if any.

Particulars 2012-13 2013-14 2014-15 2015-16Operating profitfrom Call centeroperations

Operating profitfrom Otheroperations

Table 4

Please provide a summary of the capabilities channel wise for all your clients(atleast 80% of the total number of seats under each capability should beincluded)

Inbound

S. No. Client NameNumber of seats

Voice Email Live-Chat

WebService

Anyother


Table 5Please provide the details of total inbound calls handled per day

No. of clients Total no. of inbound callshandled per day

Table 6Please provide the details of total outbound handled per day

No. of clients Total no. of outboundcalls handled per day

Conversion rate ofoutbound calls

Table 7Please provide the details of types of services offered for e.g fulfillment etc andthe total seats allotted for the service

S.No. Type of Service Number of seats

Table 8

S.No Name of client No. of seats for softrecovery service

Monetary annualimpact for the client


ANNEXURE – 8E

1. Please provide details, in the table below, of the locations of your existing CallCenters for the Bank to conduct site visit(s)

No. Location AddressNo.Of

Seats

AppropriateTime-band

for visit

Processhandled

Contactdetails(Contact

person& telephone

numbers)

1

2

3


ANNEXURE-9

COMPLIANCE STATEMENT(To be given on the Company’s Letter Head)

SUB: RFP for “SELECTION OF VENDOR FOR SETTING UP & MANAGEMENT OF CALLCENTRE OPERATIONS ON FULLY OUTSOURCED MODEL”


1. Having examined Request for Proposal including all response templates, thereceipt of which is hereby duly acknowledged, we, the undersigned, offer toprovide the end to end service for the Bank in conformity with the said RFP and inaccordance with our proposal and the schedule of Prices indicated in the Price Bidand made part of this bid.

2. If our Bid is accepted, we undertake to carry out the assignment as per laid downparameters.

3. We confirm that this offer is valid for six months from the date of opening ofprice bid

4. This Bid, together with your written acceptance thereof and your notification ofaward, shall constitute a binding Contract upon us.

5. We undertake that in competing for and if the award is made to us, in executingthe subject Contract, we will strictly observe the laws against fraud andcorruption in force in India namely “Prevention of Corruption Act 1988”

6. We agree that the Bank is not bound to accept the lowest/H1 or any Bid that theBank may receive.

7. We have not been barred / black listed by any regulatory / statutory authority andwe have required approval to be appointed as a Vendor to provide the service toBank. ??

8. We shall observe confidentiality of all the information passed on to us in courseof the tendering process and shall not use the information for any other purposethan the current tender.

9. We certify that we have provided all the information requested by the Bank in theformat requested for. We also understand that the Bank has the exclusive right toreject this Offer in case the Bank is of the opinion that the required information isnot provided or is provided in different format.

10. The Vendor represents and warrants that all necessary approvals, permissionsand authorizations have been obtained to submit this response to the RFP.

Date Signature with SealName :Designation :


ANNEXURE–10

Undertaking Letter pertaining to Taxes and TDS(To be given on the Company’s Letter Head)

We understand that Bank shall be placing Order to the Selected Bidder exclusive oftaxes only and that all applicable Taxes like Service Tax will be paid at actual atprevailing rate against production of invoice / bills.

We understand that Bank shall be deducting TDS as per the applicable laws for thepayment made to Vendor.

We are agreeable to the payment schedule as per “Payment Terms” of the RFP.



ANNEXURE-11

ESCALATION MATRIX

Name of the Company:Delivery Related Issues:

Sl No Name Designation FullOfficeAddress

PhoneNo.

MobileNo.

Fax Emailaddress

First LevelContactSecond levelcontact (Ifresponse notreceived in 24Hours)Regional/ZonalHead (Ifresponse notrecd in 48Hours)Country Head(If responsenot recd inOne week)

Service Related Issues:Sl No Name Designation Full

OfficeAddress

PhoneNo.

MobileNo.

Fax Emailaddress

First LevelContactSecond levelcontact (Ifresponse notreceived in 4Hours)Regional/ZonalHead (Ifresponse notrecd in 24Hours)Country Head(If responsenot recd in 48Hours)

Any change in designation, substitution will be informed by us immediately.

Date Signature (with Seal) :Name :Designation :


ANNEXURE-12

Undertaking Letter regarding Validity of Documents and Information(To be given on the Company’s Letter Head)

In respect of the proposal submitted by us in response to the RFP 01/2016-17 dated17/12/2016 floated by Canara Bank for Selection of Vendor for Setting up andManagement of Call Center Operations on Fully Outsourced Model, we herebyundertake that all documents and information provided by us in the proposal arevalid for at least 180 days (6 months) from the date of opening of price bid.



ANNEXURE-13

Undertaking regarding Independent Audit Function(To be given on the Company’s Letter Head)


REF: Your RFP 01/2016-17 dated 17/12/2016

We confirm that the company/entity has implemented sound business andaccounting policies consistent with applicable accounting standards andregulatory/statutory guidelines.

We further confirm that we have and independent audit function in place. We alsoundertake to update such audit / business policies and practices from time to timeowing to changes/modifications in accounting norms & regulatory/statutoryprovisions.



ANNEXURE 14

Covering letter format for Price Bid

[Note: This Covering letter should be on the letter head of Bidder and should besigned by an Authorised Signatory with Name and Seal of the Company]

Reference No :

Date :

ToThe Deputy General ManagerCanara BankMCRM SectionMarketing & RR Wing. Head Office113-1 J C RoadBengaluru 560002Karnataka

Dear Sir,



We thank you for providing us an opportunity to participate in the subject RFP. Pleasefind our commercial offer as per ANNEXURE- 15 Price Bid format of the subject RFPalong with this covering letter.

We also confirm that we are agreeable to the payment schedule mentioned in thesubject RFP.



ANNEXURE 15(To be given on the Company’s Letter Head)

Price BidThe Deputy General ManagerCanara BankMarketing & RR Wing, Head Office113-1, Jeevan Prakash BuildingHead Office, J C Road,Bengaluru-560002

Dear Sir,

REF: Response to RFP 01/2016-17 dated 17/12/2016 - Call Centre services for Canara Bank

Price Bid for Setting up Call Centre at: Bengaluru

S. No Particulars Year1 Year2 Year3

1 Initial No. of FTEs (A) 150 200 225

2 Cost per FTE per month (P) P1 P2 P3

3 Total Yearly Cost C= AxPx12 C1 C2 C3

4 Total Cost for 3 Years (TC1) = C1+C2+C3

Price Bid for Setting up Call Centre at: _____________ (Specify Location)

S. No Particulars Year1 Year2 Year3

1 Initial No. of FTEs (A) 100 150 175

2 Cost per FTE per month (P) P1 P2 P3

3 Total Yearly Cost C= AxPx12 C1 C2 C3

10 Total Cost for 3 Years (TC2) = C1+C2+C3

Total Cost of Ownership (TCO) = ________________ (TC1+TC2)

We agree that the number of FTE mentioned above are indicative only and will beused only to determine Total Cost of Operations. The Bank reserves the right to scaleup / down FTEs at any of the two locations as per Banks requirements.

Net Present Value (NPV) of the Total Cost of Ownership (TCO) shall be calculatedbased on the prices quoted by the vendors.

We certify that all the components quoted above include cost of all activities andprices quoted are all in compliance with the terms stipulated in the RFP 01/2016-17dated 17/12/2016.

We also confirm that we agree to all the terms and conditions mentioned in this RFP01/2016-17 dated 17/12/2016.Place: Signature:Date:

Name: Business Address:


Notes to Annexure -15

1. These details should be on the letter head of Bidder and each & every pageshould be signed by an Authorised Signatory with Name and Seal of theCompany.

2. The rate quoted shall be exclusive of Taxes. Applicable taxes shall be paid bythe Bank at actuals at prevailing rate.

3. Do not change the structure of the format nor add any extra items.4. No counter condition/assumption in response to Price Bid will be accepted.

Bank has a right to reject such bid.


APPENDIX –A

Instructions to be noted while preparing/submitting Part A- Conformity toEligibility Criteria

The Proposal should be made in an organized, structured, and neat manner.Brochures / leaflets etc. should not be submitted in loose form. All the pages of thesubmitted bids should be filed and paginated (serially numbered) with seal andsignature of the authorized signatory.

1) Index of all the document submitted with page numbers.

2) Cost of Tender document by way of DD payable at Bengaluru.

3) Earnest Money Deposit (EMD)/Bank Guarantee in lieu of EMD.

4) Power of Attorney / Authorisation letter signed by the Competent Authority withthe seal of the bidder’s company / firm in the name of the person signing thetender documents.

5) Checklist of annexure to be submitted by Vendor as per Annexure 1.

6) Profile of the Company / Firm as per ANNEXURE-2.

7) Documentary Proof in support of the Eligibility criteria declaration as perANNEXURE-3.

8) Bid Covering letter as per ANNEXURE-4.

9) Reference site details as per ANNEXURE-5.

10)Non-Disclosure agreement as per ANNEXURE-6.


APPENDIX-B

Instructions to be noted while preparing/submitting Part B- TechnicalProposal

The Technical Proposal should be made in an organized, structured, and neat manner.Brochures / leaflets etc. should not be submitted in loose form. All the pages of thesubmitted bids should be filed and paginated (serially numbered) with seal andsignature of the authorized signatory. Technical Offer for this RFP shall be made asunder:

1) Index of all the document submitted with page numbers.

2) Technical Bid Covering letter as per ANNEXURE-8.

3) Technical Specification/Product Features – as per ANNEXURE–8A, 8B, 8C, 8D& 8E.

4) Compliance Table. This table must cover bidder’s response to all theTechnical Specification, terms and conditions and Scope of Work specifiedin the offer document (Terms and Conditions) as per ANNEXURE-9.

5) Undertaking letter by the bidder as per ANNEXURE-10.

6) Escalation Matrix as per ANNEXURE-11.

7) Undertaking letter by the bidder regarding validity period of the documents asper ANNEXURE-12

8) Undertaking letter by the bidder regarding independent audit function as perANNEXURE-13

9) Masked Price Bid with prices masked as per Annexure -15

10) A detailed list of the other Infrastructure required and any other precautions tobe undertaken should be given in detail along with the Technical Proposal.


APPENDIX-C

Instruction to be noted while preparing/submitting Part C-Price Bid

The Price Bid should be made in an organized, structured, and neat manner. Brochures/ leaflets etc. should not be submitted in loose form. All the pages of the submittedbids should be filed and paginated (serially numbered) with seal and signature of theauthorized signatory.

The suggested format for submission of commercial Offer for this RFP is as follows:

1. Bidder's Covering letter as per ANNEXURE-14

2. Commercial Version as per ANNEXURE-15


APPENDIX-DBank Guarantee Format for Earnest Money Deposit

To

The Deputy General ManagerCanara BankMCRM SectionMarketing & RR Wing, Head Office113-1 J C RoadBengaluru 560002Karnataka

WHEREAS ______________________________(Name of Tenderer) (hereinafter called"the Tenderer" has submitted its tender dated _______________________ (Date) forthe establishment of (Name of Contract)_____________ _______(hereinafter called"the Tender") in favor of ______________________hereinafter called the "Beneficiary";KNOW ALL MEN by these presents that we, _________(name of the issuing Bank), a bodycorporate constituted under the _______________________having its Head Office at__________________amongst others a branch/office at ________________(hereinafter called "the Bank" are bound unto the Beneficiary for the sum ofRs_______________(Rupees________________________________________only) forwhich payment well and truly to be made to the said Beneficiary, the Bank binds itself, itssuccessors and assigns by these presents;THE CONDITIONS of this obligation are:(a) If the Tenderer withdraws its Tender during the period of Tender validity specified in

the Tender; or

(b) If the Tenderer having been notified of the acceptance of his Tender by theBeneficiary during the period of Tender validity;

(i) fails or refuses to execute the Agreement, if required; or

(ii) fails or refuses to furnish the performance security, in accordance withclauses/conditions of RFP/Contract.

We undertake to pay to the Beneficiary up to the above amount upon receipt of his firstwritten demand without the Beneficiary having to substantiate his demand, providedthat in his demand the Beneficiary will note that the amount claimed by him is due tohim owing to the occurrence of one or both of the two conditions, specifying theoccurred condition or conditions.

Notwithstanding anything contained hereini) Our liability under this Bank Guarantee shall not exceed Rs.__________ (Rupees

________________________________only)ii) This Bank Guarantee is valid up to ________________ andiii) 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 orbefore ______________________ (mention period of guarantee as found underclause (ii) above plus claim period).

Dated _________________day of ________________________2017.SIGNATURE & SEAL OF THE BANK


APPENDIX-EProforma of Bank Guarantee for Contract Performance

(To be submitted on Non-Judicial stamp paper of appropriate value Purchased in thename of the issuing Bank)To:

The Deputy General ManagerCanara BankMCRM SectionMarketing & RR Wing, Head Office113-1 J C RoadBengaluru 560002Karnataka

WHEREAS (Name and address of M/s XXXX Ltd (hereinafter referred to as “theCONTRACTOR”) has undertaken to provide the services of Call Centre Operations onFully Outsourced Model and also includes documentation related to establishmentof Delivery of Call Centre solution as per their Contract dated _______________withyou (hereinafter referred to as “the CONTRACT” )

AND WHEREAS in terms of the Conditions as stipulated in the Contract, theCONTRACTOR is required to furnish, a Bank Guarantee by way of PerformanceGuarantee, issued by a Scheduled Bank in India, in your favor, as per Clause ________of the CONTRACT, to secure due and satisfactory compliance of the obligations by theCONTRACTOR on their part, in accordance with the CONTRACT, (which guarantee ishereinafter called as “the PERFORMANCE GUARANTEE)”

AND WHEREAS the CONTRACTOR has approached us, (Name of the issuing Bank) forproviding the PERFORMANCE GUARANTEE,AND WHEREAS in consideration of the fact that the CONTRACTOR is our valuedconstituent and the fact that he has entered into the CONTRACT with you, WE (Nameof the Bank) having our Registered Office at, ______________and local office at__________,India have agreed to issue the PERFORMANCE GUARANTEE,

THEREFORE WE (Name of the issuing Bank) through our local office at _________India furnish you the PERFORMANCE GUARANTEE in manner hereinafter containedand agree with you as follows:

We (Name of the issuing Bank), undertake to indemnify you and keep youindemnified from time to time to the extent of Rs__________ (Rupees___________)against any loss or damage caused to or suffered by or that may be caused to orsuffered by you on account of any breach or breaches on the part of the CONTRACTORof any of the terms and conditions contained in the Contract and in the event of theCONTRACTOR default or defaults in carrying out any of the work or discharging anyobligation in relation thereto under the CONTRACT or otherwise in the observanceand performance of any of the terms and conditions relating thereto in accordancewith the true intent and meaning thereof, we shall forthwith on demand pay to yousuch sum or sums not exceeding the sum of Rs__________(Rupees____________________) may be claimed by you on account of breach on thepart of the CONTRACTOR of their obligations in terms of the CONTRACT.


Notwithstanding anything to the contrary we agree that your decision as to whetherthe CONTRACTOR has made any such default or defaults and the amount or amountsto which you are entitled by reasons thereof will be binding on us and we shall not beentitled to ask you to establish your claim or claims under Performance Guarantee butwill pay the same forthwith on your demand without any protest or demur.

This Performance Guarantee shall continue and hold good until it is released by youon the application by the CONTRACTOR after expiry of the relative guarantee periodof the Contract and after the CONTRACTOR had discharged all his obligations underthe Contract and produced a certificate of due completion of the work under theContract and submitted a “No Demand Certificate” provided always that theguarantee shall in no event remain in force after the day of___________ withoutprejudice to your claim or claims arisen and demanded from or otherwise notified tous in writing before the expiry of three months from the said date which will beenforceable against us notwithstanding that the same is or are enforced after the saiddate.

Should it be necessary to extend Performance Guarantee on account of any reasonwhatsoever, we undertake to extend the period of Performance Guarantee on yourrequest under intimation to the CONTRACTOR till such time as may be required byyou. Your decision in this respect shall be final and binding on us.

You will have the fullest liberty without affecting Performance Guarantee from timeto time to vary any of the terms and conditions of the Contract or extend the time ofperformance of the Contract or to postpone any time or from time to time any of yourrights or powers against the CONTRACTOR and either to enforce or forbear to enforceany of the terms and conditions of the Contract and we shall not be released from ourliability under Performance Guarantee by the exercise of your liberty with reference tomatters aforesaid or by reason of any time being given to the CONTRACTOR or anyother forbearance, act, or omission on your part of or any indulgence by you to theCONTRACTOR or by any variation or modification of the Contract or any other act,matter or things whatsoever which under law relating to sureties, would but for theprovisions hereof have the effect of so releasing us from our liability hereunderprovided always that nothing herein contained will enlarge our liability hereunderbeyond the limit of Rs_________ (Rupees______________) as aforesaid or extendthe period of the guarantee beyond the said day of __________ unless expresslyagreed to by us in writing.

The Performance Guarantee shall not in any way be affected by your taking or givingup any securities from the CONTRACTOR or any other person, firm or company on itsbehalf or by the winding up, dissolution, insolvency or death as the case may be of theCONTRACTOR.

In order to give full effect to the guarantee herein contained, you shall be entitled toact as if we were your principal debtors in respect of all your claims against theCONTRACTOR hereby guaranteed by us as aforesaid and we hereby expressly waive allour rights of surety ship and other rights, if any, which are in any way inconsistentwith any of the provisions of Performance Guarantee.


Subject to the maximum limit of our liability as aforesaid, Performance Guaranteewill cover all your claim or claims against the CONTRACTOR from time to time arisingout of or in relation to the Contract and in respect of which your claim in writing islodged on us before expiry of three months from the date of expiry of PerformanceGuarantee.

Any notice by way of demand or otherwise hereunder may be sent by special courier,telex, fax or registered post to our local address as aforesaid and if sent by post it shallbe deemed to have been given when the same has been posted.

The Performance Guarantee and the powers and provisions herein contained are inaddition to and not by way of limitation of or substitution for any other guarantee orguarantees heretofore given to you by us (whether jointly with others or alone) andnow existing un-cancelled and that Performance Guarantee is not intended to andshall not revoke or limit such guarantee or guarantees.

The Performance Guarantee shall not be affected by any change in the constitution ofthe CONTRACTOR or us nor shall it be affected by any change in your constitution orby any amalgamation or absorption thereof or therewith but will endure to thebenefit of and be available to and be enforceable by the absorbing or amalgamatedcompany or concern.

The Performance Guarantee shall come into force from the date of its execution andshall not be revoked by us any time during its currency without your previous consentin writing.

We further agree and undertake to pay you the amount demanded by you in writingirrespective of any dispute or controversy between you and the CONTRACTOR.

Notwithstanding anything contained hereini. Our liability under this guarantee shall not exceed Rs.____________

(Rupees______________________only)ii. This guarantee shall be valid upto __________ and ;iii. We are liable to pay the guaranteed amount or any part thereof under

this guarantee only and only if you serve upon us a written claim ordemand at Bengaluru on or before ________________ (mention periodof the guarantee as found under clause ii. above plus claim period).

iv.We have the power to issue Performance Guarantee in your favour by statute and theundersigned has full power to execute Performance Guarantee under the Power ofAttorney to him by the Bank.

Dated this ________________ day of ___________________ 2017.

For and on behalf of___________________ BRANCH MANAGER SEAL ADDRESS PLACE


APPENDIX-F

Format for Sending Pre-Bid Queries

Sr.No.

PageNo. of

RFPClause No Original RFP Clause Bidder’s Query

1

2

3

4

5


APPENDIX-G

PRE CONTRACT INTEGRITY PACT

1. GENERAL1.1. This pre-bid contract Agreement (herein after called the Integrity Pact) is made on-

_____ day of the month 20____ , between, the Canara Bank, a body corporateconstituted under Banking Companies (Acquisition and transfer of undertakings), Act1970 having its Head office at 112, J.C. Road, Bangalore 560 002, with branchesspread over India and abroad (hereinafter referred to as BUYER which expression shallinclude its successors and assigns) acting through Shri________________ ,(Designation of the officer) representing _________ _________________, ofthe BUYER, of the FIRST PART

AND

M/s.________________represented by Shri ____________Chief ExecutiveOfficer/Authorised Signatory (hereinafter called the"BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER", which expression shall meanand include, unless the context otherwise requires, his successors and permittedassigns), of the SECOND PART

1.2. WHEREAS the BUYER proposes to procure (Name of the Stores/Equiprnent/ltem)/engage the services and the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER iswilling to offer/has offered the stores/services and

1.3. WHEREAS the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER is a privatecompany/ public company/Government undertaking/ partnership/ LLP/registeredexport agency/service provider, duly constituted in accordance with the relevantlaw governing its formation/incorporation/constitution and the BUYER is a bodycorporate constituted under Banking Companies (Acquisition and transfer ofundertakings), Act 1970.

1.4. WHERAS the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER has clearlyunderstood that the signing of this agreement is an essential pre-requisite forparticipation in the bidding process in respect of Stores/Equipment/ltems/Servicesproposed to be procured by the BUYER and also understood that this agreementwould be effective from the stage of invitation of bids till the complete execution ofthe agreement and beyond as provided in clause 13 and the breach of this agreementdetected or found at any stage of the procurement process shall result into rejectionof the bid and cancellation of contract renderingBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER liable for damages andreplacement costs incurred by the BUYER.

2. NOW, THEREFORE, the BUYER and the BIDDER/SELLER/CONTRACTOR/SERVICEPROVIDER agree to enter into this pre-contract integrity agreement, hereinafterreferred to as Integrity Pact, which shall form part and parcel of RFP as also thecontract agreement if contracted with BIDDER, in the event that the BIDDER turns outto be successful bidder, and it is intended through this agreement to avoid all formsof corruption by following a system that is fair, transparent and free from any


influence/prejudiced dealings prior to, during and subsequent to the Contract to beentered into with a view to:-

2.1. Enabling the BUYER to obtain the desired Stores/Equipment/Work/Service/Materialsat a competitive price in conformity with the defined specifications by avoiding thehigh cost and the distortionary impact of corruption on public procurement, and

2.2. Enabling BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER/SERVICE PROVIDER torefrain from bribing or indulging in any corrupt practices in order to secure thecontract, by providing assurance to them that the BUYER shall not be influenced inany way by the bribery or corrupt practices emanating from or resorted to by theircompetitors and that all procurements shall be free from any blemish or stain ofcorruption and the BUYER stays committed to prevent corruption, in any form, byits officials by following transparent procedures.

The parties hereto hereby agree to enter into this integrity Pact and agree as follows:

3. COMMITMENTS OF THE BUYERThe BUYER commits itself to the following:-

3.1. The BUYER represents that all officials of the BUYER, connected whetherdirectly or indirectly with the procurement process are duty bound by rules andregulations governing their service terms and conditions not to demand, takepromise for or accept, directly or through intermediaries, any bribe, consideration,gift, reward, favour or any material or immaterial benefit or any other advantagefrom the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER either for themselves orfor any person, organization or third party related to the contract in exchange foran advantage in the bidding process, bid evaluation, contracting orimplementation process related to the contract.

3.2. The BUYER will, during the pre-contract stage, treat allBIDDERS/SELLERS/CONTRACTORS/SERVICE PROVIDERS alike, and will provide to allBIDDERS/SELLERS/CONTRACTORS/SERVICE PROVIDERS the same information andwill not provide any such information to any particularBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER which could afford an advantage tothat particular BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER in comparison tothe other BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDERS.

3.3. The BUYER shall report to the appropriate Government Regulators/Authoritiesany attempted or completed breaches of the above commitments as well as anysubstantial suspicion of such a breach, as and when the same is considered necessaryto comply with the law in force in this regard.

In case any such preceding misconduct on the part of such official(s) is reported bythe BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER to the BUYER with the fulland verifiable facts and the same is prima facie found to be correct by the BUYER,necessary disciplinary proceedings, or any other action as deemed fit, includingcriminal proceedings may be initiated by the BUYER and such a person shallhe debarred from further dealings related to the contract process. In such a case,while an enquiry is being conducted by the BUYER, the proceedings under the contractwould not be stalled.


4. COMMITMENTS OF BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDERSThe BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER commits itself to take allmeasures necessary to prevent corrupt practices, unfair means and illegal activitiesduring any stage of its bid or during any pre-contract or post-contract stage in orderto secure the contract or in furtherance to secure it and in particular commit itself tothe following:-

4.1. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER will not offer, directly orthrough intermediaries, any bribe, gift, consideration, reward, favour, any materialor immaterial benefit or other advantage, commission, fees, brokerage orinducement to any official of the BUYER, connected directly or indirectly with thebiding process, or to any person, organization or third party related to the contractin exchange for any advantage in the bidding, evaluation, contracting andimplementation of the contract.

4.2. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER further undertakes that ithas not given, offered or promised to give, directly or indirectly any bribe, gift,consideration, reward, favour, any material or immaterial benefit or otheradvantage, commission, fees, brokerage, or inducement to any official of the BUYERor otherwise for procuring the Contract or for forbearing to do or for having doneany act in relation to the obtaining or execution of the contract or any othercontract with the BUYER or for showing or forbearing to show favour or disfavour toany person in relation to the contract or any other contract with the BUYER.

4.3. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER further confirms and declaresto the BUYER that the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER is theoriginal Manufacturer/Integrator/Authorized government sponsored export entity ofthe stores/Authorised Service Provider having necessary authorizations, intellectualproperty rights and approvals from the intellectual property right owners of suchmaterials/services and has not engaged any individual or firm or company whetherIndian or foreign to intercede, facilitate or in any way to recommend to the BUYERor any of its functionaries, whether officially or unofficially to the award of thecontract to the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER, nor has anyamount been paid, promised or intended to be paid to any such individual, firm orcompany in respect of any such intercession, facilitation or recommendation.

4.4. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER, either while presenting thebid or during pre-contract negotiations or before signing the contract, shall discloseany payment he has made, is committed to or intends to make to officials of theBUYER or their family members, agents, brokers or any other intermediaries inconnection with the contract and the details of services agreed upon for suchpayments.

4.5. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER will not collude with otherparties interested in the contract to impair the transparency, fairness and progressof the bidding process, bid evaluation, contracting and implementation of thecontract.

4.6. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER will not accept any advantagein exchange for any corrupt practice, unfair means and illegal activities emanatingfrom other competitors or from anyone else.


4.7. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER shall not use improperly, forpurpose of competition or personal gain, or pass on to others, any informationprovided by the BUYER as part of the business relationship, regarding plans,technical proposal and business details, including information contained in anyelectronic data carrier. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER alsoundertakes to exercise due and adequate care lest any such information isdivulged.

4.8. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER commits to refrain fromgiving any complaint directly or through any other manner without supporting it withfull and verifiable facts.

4.9. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER shall not instigate or cause toinstigate any third person to commit any of the acts mentioned above.

5. PREVIOUS TRANSGRESSION5.1. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER declares that no

previous transgression occurred in the last three years immediately before signing ofthis Integrity Pact with any other company in any country in respect of any corruptpractices envisaged hereunder or with any Public Sector Bank, Public SectorEnterprise/Undertaking in India or any Government Department in India that couldjustify BIDDER's exclusion from the tender process.

5.2. If the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER makes incorrect statementon this subject, BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER can be disqualifiedfrom the tender/bid process or the contract, if already awarded, can be terminated forsuch reason.

6. EARNEST MONEY (SECURITY DEPOSIT)6.1. Every BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER while submitting

commercial bid, shall deposit an amount as specified in RFP/Tender Documents asEarnest Money/Security, Deposit, with the BUYER through any of the instrumentsas detailed in the tender documents.

6.2. The Earnest Money/Security Deposit shall be valid for a period till the completeconclusion of the contractual obligations or for such period as mentioned inRFP/Contract , including warranty period, whichever is later to the completesatisfaction of BUYER.

6.3. In the case of successful BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER, a clausewould also be incorporated in the Article pertaining to Performance Bond in thePurchase Contract that the provisions of Sanctions for violation shall be applicablefor forfeiture of Performance Bond in case of a decision by the BUYER to forfeit thesame without assigning any reason for imposing sanction for violation of this Pact.

6.4. No interest shall be payable by the BUYER to theBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER on Earnest Money/SecurityDeposit for the period of its currency.


7. SANCTIONS FOR VIOLATIONS7.1. Any breach of the provisions herein contained by the BIDDER/SELLER

/CONTRACTOR/SERVICE PROVIDER or any one employed by it or acting on its behalf(whether with or without the knowledge of theBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER shall entitle the BUYER to take allor any one of the following actions, wherever required:-(i) To immediately call off the pre contract negotiations without assigningany reason or giving any compensation to the BIDDER/SELLER/CONTRACTOR/SERVICEPROVIDER. However, the proceedings with the otherBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER(s) would continue.(ii) To forfeit fully or partially the Earnest Money Deposit (in pre-contract stage)and/or Security Deposit/Performance Bond (after the contract is signed), asdecided by the BUYER and the BUYER shall not be required to assign anyreason therefor.(iii) To immediately cancel the contract, if already signed, without giving anycompensation to the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER.(iv) To recover all sums already paid by the BUYER, and in case of the IndianBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER with interest thereon at 2%higher than the prevailing Prime Lending Rate of (Name ofthe Bank/Financial Institution) while in case of aBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER from a country other than Indiawith Interest thereon at 2% higher than the LIBOR. If any outstanding payment isdue to the BIDDER/SELLER /CONTRACTOR from the BUYER in connection withany other contract such outstanding payment could also be utilized to recover theaforesaid sum and interest. The BUYER shall also be entitled to recover thereplacement costs from BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER .(v) To encash the advance bank guarantee and performancebond/warranty bond, if furnished by theBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER, in order to recover the payments,already made by the BUYER, along with interest.(vi) To cancel all or any other contracts with the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER and the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER shall be liable to pay compensation for any lossor damage to the BUYER resulting from such cancellation/rescission and the BUYERshall be entitled to deduct the amount so payable from the money(s) dueto the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER.(vii) To debar the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER fromparticipating in future bidding processes of the BUYER for a minimum period offive years, which may be further extended at the discretion of the BUYER.(viii) To recover all sums paid in violation of this Pact byBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER(s) to any middlemen or agent orbroker with a view to securing the contract.(ix) In cases where irrevocable Letters of Credit have been received in respect ofany contract signed by the BUYER with the BIDDER/SELLER/CONTRACTOR/SERVICEPROVIDER, the same shall not be opened.(x) Forfeiture of The Performance Bond in case of a decision by the BUYER to forfeitthe same without assigning any reason for imposing sanction for violation of thisPact.(xi) The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER shall not lend to orborrow any money from or enter into any monetary dealings or transactions,directly or indirectly, with any employee of the BUYER, and if he does so, the BUYER


shall be entitled forthwith to rescind the contract and all other contractswith the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER. The BIDDER/SELLER/CONTRACTOR shall be liable to pay compensation for any loss or damage to theBUYER resulting from such rescission and the BUYER shall be entitled to deductthe amount so payable from the money(s) due to theBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER.

7.2. The BUYER will be entitled to take all or any of the actions mentioned at para 7.1 (i) to(xi) of this Pact, also in the event of commission by the BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER or anyone employed by it or acting on itsbehalf (whether with or without the knowledge of the BIDDER), of an offence asdefined In Chapter IX of the Indian Penal code, 1860 or Prevention of Corruption Act,1988 or any other statute enacted for prevention of corruption.

7.3. The decision of the BUYER to the effect that a breach of the provisions of thispact has been committed by the BIDDER/SELLER/ CONTRACTOR shall be finaland conclusive on the BIDDER/SELLER /CONTRACTOR. However, theBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER can approach the IndependentExternal Monitor(s) appointed for the purposes of this Pact.

8. FALL CLAUSE8.1. The BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER undertakes that it has not

supplied/is not supplying similar product/systems or subsystems/services at a pricelower than that offered in the present bid to any other Bank or PSU or GovernmentDepartment or to any other organization/entity whether or not constituted under anylaw and if it is found at any stage that similar product/systems or subsystems/services was supplied by the BIDDER/SELLER/CONTRACTOR/SERVICEPROVIDER to any other Bank or PSU or Government Department or to any otherorganization/entity whether or not constituted under any law, at a lower price, thenthat very price, with due allowance for elapsed time, will be applicable to thepresent case and the difference in the cost would he refunded by theBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER to the BUYER, if the contract hasalready been concluded.

9. INDEPENDENT EXTERNAL MONITORS9.1. The BUYER has appointed two Independent External Monitors (hereinafter referred to

as Monitors) for this Pact in accordance with the recommendations and guidelinesissued by Central Vigilance Commission.

9.2. The task of the Monitors shall be to review independently and objectively, whetherand to what extent the parties comply with the obligations under this Pact.

9.3. The Monitors shall not be subject to instructions by the representatives of the partiesand perform their functions neutrally and independently.

9.4. Both the parties accept that the Monitors have the right to access all thedocuments relating to the project/procurement, including minutes ofmeetings. The Monitors shall on receipt of any complaint arising out of tenderingprocess jointly examine such complaint, look into the records while conducting theinvestigation and submit their joint recommendations and views to the Management


and Chief Executive of the BUYER. The MONITORS may also send their report directlyto the CVO and the commission, in case of suspicion of serious irregularities.

9.5. As soon as any event or incident of violation of this Pact is noticed by Monitors, orMonitors have reason to believe, a violation of this Pact, they will so inform theManagement of the BUYER.

9.6. The BIDDER(s) accepts that the Monitors have the right to access without restrictionto all Project /Procurement documentation of the BUYER including that provided bythe BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER. TheBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER will also grant the Monitors, upontheir request and demonstration of a valid interest, unrestricted and unconditionalaccess to his documentation pertaining to the project for which the RFP/Tender isbeing /has been submitted by BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER. Thesame is applicable to Subcontractors. The Monitors shall be under contractualobligation to treat the information and documents of the BIDDER/Subcontractors( )with confidentiality.

9.7. The BUYER will provide to the Monitors sufficient information about all meetingsamong the parties related to the Project provided such meetings could have anImpact on the contractual relations between the parties. The parties may offer to theMonitors the option to participate in such meetings.

9.8. The Monitors will submit a written report to the BUYER at the earliest from thedate of reference or intimation to him by theBUYER/BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER and submit proposals forcorrecting problematic situations.

10. FACILITATION OF INVESTIGATIONIn case of any allegation of violation of any provisions of this Pact orpayment of commission, the BUYER or its agencies shall be entitled to examine allthe documents including the Books of Accounts of theBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER and theBIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER shall provide necessaryinformation of the relevant documents and shall extend all possible help for thepurpose of such examination,

11. LAW AND PLACE OF JURISDICTIONThis Pact is subject to Indian Law and the place of jurisdiction is Bangalore.

12. OTHER LEGAL ACTIONS

The actions stipulated in this Integrity Pact are without prejudice to any other legalaction that may follow in accordance with the provisions of the any other law in forcerelating to any civil or criminal proceedings.

13. VALIDITY

13.1. The validity of this Integrity Pact shall be from the date of its signing andextend up to 5 years or such longer period as mentioned in RFP/Contract or thecomplete execution of the contract to the satisfaction of the BUYER whichever is later.


In case BIDDER/SELLER/CONTRACTOR/SERVICE PROVIDER is unsuccessful, thisIntegrity Pact shall expire after six months from the date of the signing of thecontract.

13.2. If one or several provisions of this Pact turn out to be invalid; the remainder of thisPact shall remain valid. In such case, the parties will strive to come to an agreement totheir original intentions.

14. The parties hereby sign this Integrity Pact at ............ on ...................

BUYER BIDDERName of the Officer CHIEF EXECUTIVE OFFICER/AUTHORISEDSIGNATORYDesignationName of WingCanara Bank

Witness Witness1) 1)

2) 2)


APPENDIX - H

Technical Evaluation scoring template

Vendor Name:

I. Detailed Evaluation of DocumentDirections:

1. The scoring for Type 'A' parameters will be based on the quality of responseprovided by the Vendor.

2. The scoring for Type 'B' parameters will be done as per the matrix indicated underscoring pattern.

3. The scoring for Type ‘C’ parameters will be done as per exact score allocated.

The scoring will be based on documents submitted by the vendor with respect to thequestions as under:

S No Particulars Score Scoring Pattern Type

1 Number of clients 10

Number of Banking/financial services clientin India with business more than 1.5 lakhcrores

4 (Bidder's Value/Highestvalue across allreceived bids) *

Parameter weight

B

No of international Banking clients for whomcall center services are provided through an offshore model

3 (Bidder'sValue/Highest value

across all received bids)* Parameter weight

B

No of call center contracts with billing morethan Rs. 2 crores per annum


Parameter weight

B

2 Employee strength 8

No of agents operating under call center voiceoperations based in India during the lastfinancial year


across all receivedbids) * Parameter

weight

B

No of agents operating under Banking & FI callcenter voice operations


Parameter weight

B

Less than 7% agent attrition on a monthlybasis

2 Parameter Weight -[{(Bidder's Value -

Lowest value across allreceived

bids)/Lowest valueacross all received bids}

* Parameter weight]

B


S No Particulars Score Scoring Pattern Type3 Years of existence 5

No of years the call center operations are inexistence



B

Operating Profit of at least Rs. 5 crores fromIndian Voice Call Centre operations in all threefinancial year 2013-14, 2014-15, 2015-16



weight

B

4 Inbound Strength 7

No. of seats in other channels besides voice forinbound queries



B

Number of inbound calls handled per day


Parameter weight

B

5

NASSCOM ranking during last financial year

1 Parameter Weight -[{(Bidder's Value -

Lowest value acrossall received bids)/Lowest value across allreceived bids} *Parameter weight]

B

6 Outbound strength 7

Number of outbound calls handled per day



weight

B

Conversion rate of outbound calls (overall)



B

Number of employees in other servicesprovided along with outbound service likesales fulfillment etc



weight

B

7 Capability and experience in providingdifferentiated services to premium customersegments, as required by Bank

2 Based on quality ofresponse provided

A

8 SLA Adherence 7

Capability of producing BI reports to measureall SLAs and providing direct access to thesereports to the Bank through CRM

2 Based on quality ofresponse provided

A



At least 5 of 8 SLAs required by the Bank areimplemented by 1 or more client(s) of theVendor



weight

B

Number of clients for whom the Vendorcomplies with 5 or more of the SLAs requiredby the Bank



B

9 Quality of agents and training capabilities 5

Is the certification required by the Bankcurrently supported by Vendor?

Experience and capabilities in providingagents with specific requirements asindicated by the Bank

Structured training and agentdevelopment program in place for othercontact center projects - quote examplesand processes

Infrastructure for onsite and offsitetrainings

Number of dedicated trainers for differentkinds of trainings e.g. soft skills, languageproficiency , IT training, etc

Specific training for differentrequirements mentioned by this RFP suchas inbound calls, other channels, recovery,outbound calls, etc

5

Based on quality ofresponse provided

A

10 Operational Team: 5

The capability of the proposed teamincluding Program Manager; OperationsManager; Application Developers; TechnicalLead/IT Team; Quality Team; Audit Team; HRTeam; Training Team; Administration Team;Security Team; Specialists, specifically onbelow parameters:

Total years of experience; Educational qualifications; Relevant certifications In case of technical lead, total years

experience in developing Call Centresolutions for CRM & telephonysolution.

5


A



11 Transition management 3

Robustness and timeline of the transitionplan proposedExperience and past record in modifying theexisting Call Centre systems from the Bank /another Vendor through a systematicmigration plan and within stipulated time

3


A

12 Proposed Location for Second Center 5 Based on theLocation

C

Ahmedabad, Delhi, Kolkata, Mumbai, Pune 5

Bhopal, Bhubaneshwar, Chandigarh, Jaipur,Lucknow, Patna, Ranchi

3

Karnal 2

13 Technical Expertise: 10

Experience in designing and implementing alarge scale integrated CRM, IVR, CTI, VoiceLogger etc. in India/ outside IndiaHas Vendor got its own CRM or has partneredwith CRM providersCapability of CRM to : Enable marketing and sales

management for outbound calls Provide 360 degree customer view and

allow customer segmentation Provide analytical dashboards for SLAs,

KPIs and provide e-mail/ SMS escalationsfor critical events

Provide web based access to branches onthe different requests placed by ourcustomer

Provide complete log of all customerinteractions through various channelsand provide analytics of customer needsto agents

Software development team and theircapabilities with respect to customisation ofsoftware to suit Bank's needsOverall assessment of the technology of thevendor including hardware, software forvarious processes in the contact center etc.Security, backup and data practices used bythe Vendor to manage client data

10


A

Grand Total 75


II. Vendor Presentations

S. No. Parameters Score

Alignment of the solution being proposed with the requirements ofthe Bank

Does the vendor display clear understanding of the Bank'srequirements?

Does the vendor demonstrate beyond any doubt ability todeliver on all requirements?

Is the vendor able to provide crisp and clear answers toquestions asked with strong content?

Is the vendor proactive to provide innovative solutions forcapabilities required by the Bank?

Does the vendor have experience of performing similarfunctions in other clients?

15

Grand Total 15

III. Site Visits

S. No. Parameters MaxMarks

Comments MarksObtained

1

Successful demonstration ofproposed solution, specifically:

Technologies used - hardware,software, applications, telecomexpertise

Security, backup and data practices

Quality of premises and amenities

Functioning of different channels

Scope of services covered: Inboundcalls, Outbound calls, IVR

Design of IVR flows

Competence of agents andrecruiting

Quality management of agents

Training facilities and resources

Monitoring and reporting of SLAs

Invoices produced (specially forprice per connect minute model)

Reports produced for client

Has Vendor got its own CRM

10

Grand Total: 10


Vendor Score sheet

Score

Vendor's Score in Technical Evaluation – I /75

Vendor's Score in Presentation Evaluation – II /15

Vendor's Score in Site Visits – III /10

Vendor's Combined technical score /100

REQUEST FOR PROPOSAL (RFP) FOR SELECTION OF … 01-2016-17... · ATM Automated Teller Machine ......

Documents

Transcript of REQUEST FOR PROPOSAL (RFP) FOR SELECTION OF … 01-2016-17... · ATM Automated Teller Machine ......