Oriental Bank of Commerce

Transcription

1 Tender Number: OBC/HO/DIT/RFP-ITMSP/74/2015 Date: Request for Proposal For Outsourcing of IT Infrastructure Managed Services Oriental Bank of Commerce Department of Information Technology, Plot No.5, Institutional Area, Sector-32, Gurgaon, Haryana Tel. no.: , Fax no.: Website: Date: Page 1 of 105

2 General Details Department Name Scope of Work Tender Details Tender No. Mode of Tender Tender Type Type of Contract Bidding Type Consortium Download Tender Documents Purchaser Location Department of Information Technology IT-Infrastructure Managed Services and supply, implementation and maintenance of EMS, Application Performance Management & Helpdesk Tools Request for Proposal for Outsourcing of IT- Infrastructure Managed Services OBC/HO/DIT/RFP-ITMSP/74/2015 Online and Offline Open Supply & Service Indigenous Not Allowed Document to be purchased from DIT, Corporate office, OBC, Gurgaon Pan India Key Dates Document Purchase Start Date & Time Document Purchase End Date & Time from 10:00 am onwards till 5:00 pm till 2:00 pm The prospective bidders may their queries and suggestions for any changes required to be made in the bid document through on on or before the date specified above. Last Date & Time for receipt of pre-bid queries via The queries as per the prescribed format provided in Form at 11:30 am onwards Pre-Bid Meeting Date/Time and Location Last Date & Time for Online Bid Submission Last Date & Time for Physical Bid at Oriental Bank of Commerce, Department of Information Technology, Corporate Office, Plot No. 5, Sector 32, Gurgaon till 5:00 pm till 5:00 pm Page 2 of 105

3 Submission Date & Time of Technical Bid Opening Bid Validity Period (in days) Price validity and empanelment duration Documents to be submitted physically at 11:30 am onwards As per tender document As per tender document As per tender document Tender Activity Configuration Mode of appointment/purchase Order Mode of Document fees payment Mode of EMD Payment Offline Offline Offline Payment Details Participation/Tender Fees (INR) (nonrefundable) EMD Amount (INR) ` 25,000/- (Rupees Twenty Five Thousand Only) ` 50,00,000/- (Rupees Fifty Lakhs Only) Performance Bank Guarantee (for Successful Bidder) Eligibility Criteria General Terms and Conditions Other Details As per RFP document 1. The bidders must fulfill the eligibility criteria to be able to bid. 2. The terms and conditions for the bidders who participate in this RFP are specified in the Section named Terms and Conditions. Responding to this RFP and submission of the bid by the Bidder will be deemed as consent from the Bidder to all the terms and conditions mentioned in this RFP document and the contents of the RFP along with the Annexure(s)/Appendices/Forms, clarifications issued, if any, will be contractually binding on the bidders. All these terms and conditions and the contents of the RFP along with the Annexure(s)/Appendices, clarifications issued will form the part of the purchase orders/any resulting contracts, to be issued to the successful bidder/s from time to time as an outcome of this RFP Process. 3. The EMD on account of participation fees along with a physical copy of the tender offer along with all supporting documents as stated in Page 3 of 105

4 RFP must be received at the following address as per the timelines mentioned above. 4. The main document of the RFP without the annexures and forms can be downloaded from the bank s website. The Bank expects the interested Bidders to collect the hardcopy of the full RFP document including annexures and forms from the Bank s premises during the business hours as per schedule. The interested bidders are required to submit the Nonrefundable Tender Document Fees as mentioned in the RFP by way of Demand Draft drawn in favour of Oriental Bank of Commerce and payable at Gurgaon. The Deputy General Manager (IT) Oriental Bank of Commerce Department of Information Technology Corporate Office, Plot No. 5, Sector 32, Gurgaon Phone: , Other Details: [email protected] 5. The responses/modifications made based on the suggestions and clarifications of queries shall be uploaded on the Bank s corporate website and and shall be deemed to be part of the RFP document. 6. The subject of the containing the bid queries should be given as Bid queries for RFP Ref. No. OBC/HO/DIT/RFP-ITMSP/74/ No suggestions or queries shall be entertained after the last date for receipt of queries via as stated above. Information for Online Participation This Tender will follow e-tendering process [e-bids] as under which will be conducted by Bank s authorized e-tendering Service Provider M/s C1 India Pvt. Ltd. through Website Following activities will be conducted online through above website: 1. Submission of Technical Bid & Commercial Bid by the Vendor 2. Opening of Technical Bid & Commercial Bid by the Bank 3. Clarification, if any, sought by the Bank. 4. On-line evaluation by the Bank. Page 4 of 105

5 Representatives of Vendors will be given training for e-tendering by the Service Provider, M/s C1 India Pvt. Ltd. 1. Bidders who wish to participate in online tenders will have to register with the website ( through the "Registration" link provided on the home page. Bidder will create login id & password on their own in registration process. 2. Following facilities shall be provided to registered bidders/ vendors by the service provider M/s C1 India Pvt. Ltd: Training to the Vendor/Contractor for participating in the bids through e-tendering Website. 24x7, 365 days call center support/ / phone/ fax/ chat / mobile etc. in all possible medium. Registration with the e-tendering website. User Manual/ Training Kit to the Vendor/ Contractor. Any no. of users of Vendor/ Contractor organization can take training on the e- tendering system. Bidder who wish to participate in this tender need to procure Digital Signature Certificate (for Encryption) as per Information Technology Act-2000 using that they can digitally sign their electronic bids. Bidders can procure the same from any of the CCA approved certifying agencies, or they may contact M/s C1 India Pvt. Ltd. at below mentioned address and they will assist them in procuring the same. Bidders who already have a valid Digital Signature Certificate need not to procure the same. In case bidders need any clarification regarding online participation, they can contact: Help C1 India Pvt. Ltd Plot No. 301, 1 st Floor, Udyog Vihar Phase - 2, Gurgaon (India) Tel: Line: [email protected] Website : Bidders who wish to participate in e-tender need to fill data in predefined forms of RFP, Technical, Price bid available in respective tender only. Bidder should upload scanned copies of reference documents in support of their eligibility of the bid and as per the instructions given in tender documents After filling data in predefined forms bidders need to click on final submission link to submit their encrypted bid. As part of online bid submission the documents to be uploaded are as follows: 1 Response against Eligibility Criteria Form 9 Confirmation of Eligibility 2 Response as part of Technical Solution Form 3: Compliance Certificate Form 4: Proposed Bidder Profile Page 5 of 105

6 Form 5: Confirmation of Terms & Conditions Form 6: Tender Offer Cover Letter Form 7: Proposed Team Profile Form 12: Bid Undertaking Letter Form 13: Bill of Material (Masked) Form 14: Integrity Pact Form 15: Manufacturer Authorization Form Form 16: Technical Bid Format Annexure A1: Bidder s Roles and Responsibility Annexure A2: Minimum Technical Specification Annexure A6: Tool and Technologies Annexure A7: Proposed Deployment Architecture Annexure A9: Proposed Resource Profile Annexure A10: Bidder s Capability Profile Annexure A11: Submission Checklist 3 Response as part of Commercial Solution Form 2: Commercial Compliance Certificate Form 13- Bill of Material Page 6 of 105

7 Definitions & Abbreviations Acronym RFP BG DD EMD EMS OBC IT ITMSP DC/PDC DR NLS WAN CBS NOC SOC WAF LAN SAN RTGS NEFT SFMS OS SOP SLA ARA PBG TB CB CD PSU SCB BFSI PO OEM PDC IMAC RBI GOI EMS Full Form Request for Proposal Bank Guarantee Demand Draft Earnest Money Deposit Enterprise Management Solution encompassing all the modules and the related hardware and services. Oriental Bank of Commerce Information Technology Information technology Managed Service Providers Data Center/Primary Data Center Disaster Recovery Near Line Site Wide Area Network Core Banking Solution Network Operations Center Security Operations Center Web-Access Firewall Local Area Network Storage Area Network Real Time Gross Settlement National Electronic Fund Transfer Structured Financial Messaging System Operating Systems Standard Operating Procedure Service Level Agreement At Risk Amount Performance Bank Guarantee Technical Bid Commercial Bid Compact Disk Public Sector Undertaking Scheduled Commercial Bank Banking, Financial Services & Insurance Purchase Order Original Equipment Manufacturer Primary Data Center Install, Move, Add and Change Reserve Bank of India Government of India Enterprise Management System Page 7 of 105

8 Acronym DIT IBA NHB AMG APM Full Form Department of Information Technology Indian Bank s Association National Housing Bank Application Monitoring Group Application Performance Management Page 8 of 105

9 Disclaimer The information contained in this RFP document or any information provided subsequently to bidder(s) whether verbally or in documentary form by or on behalf of the Bank is provided to the bidder(s) on the terms and conditions set out in this RFP document and all other terms and conditions subject to which such information is provided. This RFP is neither an agreement nor an offer and is only an invitation by Bank to the interested parties for submission of bids. The purpose of this RFP is to provide the bidder(s) with information to assist the formulation of their proposals. While effort has been made to include all information and requirements of the Bank with respect to the solution requested, this RFP does not claim to include all the information each bidder may require. Each bidder should conduct its own investigation and analysis and should check the accuracy, reliability and completeness of the information in this RFP and wherever necessary obtain independent advice. The Bank makes no representation or warranty and shall incur no liability under any law, statute, rules or regulations as to the accuracy, reliability or completeness of this RFP. The Bank may in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP Page 9 of 105

10 Table of Contents 1 INVITATION FOR TENDER OFFER INTRODUCTION OBJECTIVE OF THE RFP DOCUMENT OVERVIEW OF SELECTION PROCESS SUBMISSION OF RESPONSES STRUCTURE OF THE RFP ELIGIBILITY CRITERIA OVERVIEW OF CURRENT BANK S IT LANDSCAPE SCOPE SUMMARY VISION OF THE OUTSOURCING INITIATIVE STRATEGIC BENEFITS FOR BANK OVERVIEW OF SCOPE GROUPING OF SCOPE ITEMS INTEGRATION TOUCH POINTS WITH OUT OF SCOPE SERVICES SERVICE DELIVERY MODEL GEOGRAPHICAL SCOPE EMS, HELPDESK AND APPLICATION PERFORMANCE MANAGEMENT TOOLS DETAILED SCOPE OF WORK ONE TIME ACTIVITIES ONGOING OPERATIONS EMS, HELPDESK AND APPLICATION PERFORMANCE MANAGEMENT TOOLS EXIT MANAGEMENT SERVICES PROJECT MANAGEMENT PRINCIPLES OF GOVERNANCE SERVICE LEVELS SERVICE LEVEL AGREEMENT (SLA) AND TARGETS SERVICE LEVEL TARGETS (POST-TRANSITION PHASE) SERVICE LEVEL MEASUREMENT AT-RISK AMOUNT SERVICE LEVEL PENALTIES EXCEPTIONS BID - EVALUATION PROCESS OBJECTIVE OF THE EVALUATION PROCESS NORMALIZATION OF BIDS TECHNICAL EVALUATION PROCESS COMMERCIAL BID EVALUATION TERMS AND CONDITIONS GENERAL TERMS AND CONDITIONS APPLICATION STANDARDS GOVERNING LANGUAGE APPLICABLE LAW NOTICE Page 10 of 105

11 10.7 RIGHT TO ALTER QUANTITIES CONTRACT AGREEMENTS USE OF CONTRACT DOCUMENTS AND EXECUTION INDEMNITY CANCELLATION OF CONTRACT AND COMPENSATION EARNEST MONEY DEPOSIT PERFORMANCE BANK GUARANTEE RESOLUTION OF DISPUTES DELAY S IN BIDDER S PERFORMANCE LIQUIDATED DAMAGES FORCE MAJEURE AUDITS PRICES EXCISE DUTY PROFESSIONAL FEES / CHARGES EXPENSES AND TAXES NON-NEGOTIABILITY ON RFP ASSIGNMENT SUBCONTRACTING LIMITATION OF LIABILITY CONTRACT PERIOD DELAYS IN DESIGN, IMPLEMENTATION AND PERFORMANCE GUARANTEE PUBLICITY PRIVACY AND SECURITY SAFEGUARDS CONFIDENTIALITY ADHERENCE TO TERMS AND CONDITIONS EXECUTION OF SLA / NDA SUCCESSFUL BIDDER S PERSONNEL OTHER TERMS AND CONDITIONS SUBSTITUTE OF PROJECT TEAM MEMBERS PROFESSIONALISM INTEGRITY PACT ADHERENCE TO LAWS AND STANDARDS AUTHORIZED SIGNATORY APPLICABLE LAWS AND JURISDICTIONS COLLUSIVE CONDUCT UNLAWFUL INDUCEMENTS CONFLICT OF INTEREST EXIT MANAGEMENT PROJECT TIMELINES PAYMENT TERMS INSTRUCTIONS TO BIDDERS BIDDING PROCESS TECHNICAL BID COMMERCIAL BID SUBMISSION OF BIDS SEALING AND MARKING OF BID LATE BIDS OPENING OF BIDS PROPOSAL MODIFICATION CLARIFICATION OF BIDS RESULT NOTIFICATION Page 11 of 105

12 11.11 COST OF RESPONSES RIGHT TO NEGOTIATE PRECEDENCE OF DOCUMENTS EVALUATION CRITERIA ADDRESS FOR COMMUNICATION NO COMMITMENT TO ACCEPT LOWEST OR ANY BID CORRECTION OF ERRORS NON-TRANSFERABLE TENDER SOFT COPY OF TENDER DOCUMENT BID VALIDITY PERIOD ADDENDA/CORRIGENDUM PRE BID MEETING AWARD OF CONTRACT REJECTION OF BIDS AWARD OF CONTRACT SIGNING OF CONTRACT LEGAL COMPLIANCE GOVERNING LAW AND RESOLUTION OF DISPUTE AMENDMENT TO CONTRACT CORRESPONDENCE AND NOTICES Page 12 of 105

13 1 Invitation for Tender Offer Oriental Bank of Commerce (hereby referred to as OBC or Bank ) invites sealed tenders for Technical bid (offline as well as online) and Commercial bid (offline as well as online) from suitable IT infrastructure managed service providers. In this RFP, the term bidder / IT- MSP/prospective bidder refers to the bidder delivering products / services mentioned in this RFP. The prospective bidders are advised to note the following: 1. The Bank expects the interested Bidders to purchase the hardcopy of the complete RFP document including annexures and forms from the Bank s premises during the business hours as per schedule. The interested bidder are required to submit the Nonrefundable Tender Document Fees of ` 25,000 (Rupees Twenty Five Thousand only) by way of demand draft from any Scheduled commercial bank in favour of Oriental Bank of Commerce and payable at Gurgaon to receive the RFP document. The RFP document without the annexures & forms can be downloaded from the bank s website. 2. Representatives of bidders who attend the pre-bid meeting are required to carry an authorization document from the company, an identity card for attending the meeting. 3. Bidders are required to submit bank guarantee drawn in favor of Oriental Bank of Commerce payable at Gurgaon, towards Earnest money Deposit (EMD) for `50, 00,000 (Rupees Fifty Lakh only). The Bank may accept bank guarantee in lieu of EMD for an equivalent amount valid for 210 days from the last date of bid submission and issued by any scheduled commercial bank acceptable to the Bank. Offers made without EMD will be rejected. 4. Technical Specifications, Bill of Material documents, Terms and Conditions and various formats for submitting the tender offer are described in the tender document and Annexure/forms. Page 13 of 105

14 2 Introduction Oriental Bank of Commerce, one of the leading public sector banks in India having its corporate office at Plot No. 5, Sector 32, Institutional Area, Gurgaon (Haryana), India (hereafter referred to as Bank or the Bank ) has national presence through over 2344 branches and 2570 ATMs (out of which 2175 are on-site ATMs, 393 off-site ATMs and 2 Mobile ATMs) spread across the country. Bank has its data center and near line site in Mumbai and DR site in New Delhi. The Bank has about 20 million customers served through 100% Core Banking branches spread across the country. Bank uses Information Technology in all spheres of its functioning by connecting all its Branches, Regional Offices, Regional Inspectorates, Corporate office and Data Centre by WAN. 2.1 Objective of the RFP Document OBC has a state of the art IT infrastructure spread across data centre, near site and disaster recovery centre. The bank is interested in engaging a capable service provider for outsourcing of IT Infrastructure Managed Services. OBC is issuing this Request for Proposal ( RFP ) for Outsourcing services of information technology (IT) infrastructure managed services. The scope of work is described in detail in Section 6 Detailed Scope of Work of this RFP document. OBC seeks comprehensive proposals from "bidders" who have the capabilities to meet OBC s requirements and have a serious interest in providing the services. This RFP provides information on OBC and the requested scope of work, and instructions for the preparation and submission of the RFP Response by the bidder to perform the scope of work. OBC shall use this contract for managing IT infrastructure at DC, DR, NS and other location specified in this RFP or any new ventures which OBC enters into. The objectives of this Request for Proposal (RFP) are: 5. Scope Definition: To present the eligible bidders with understanding of OBC s requirements for aiming for management of IT Infrastructure Services. 6. Background Information: Provide the background information on existing business applications, underpinning IT infrastructure and services provided to support the business functions and operations. 7. Proposal Request: To invite detailed proposals from bidders as per the objectives defined in this RFP and adhering to stipulated terms and conditions. 8. Bidder Selection: To shortlist bidders for comprehensive technical and commercial evaluations and award the contract to the selected bidder, taking into consideration evaluation parameters defined in this RFP. The Successful Bidder shall be the single point of contact for all products and services offered, as described in the scope of work, and will be fully responsible for the overall delivery, project management and co-ordination with different stakeholders as specified in sections below. OBC management intends to complete the transition of in-scope infrastructure and services to the Successful Bidder within 4 months of release of Purchase order by the Bank. The term of the Contract shall be for an initial period of 5 years, which may be extended by two year thereafter at mutually agreed terms and conditions (on an annual renewal basis) on or prior to the expiry of the term. Page 14 of 105

15 2.2 Overview of Selection Process The bidder selection process would comprise of the following stages: Issue of RFP Pre-Bid Meeting Issue of Addendum Submission of Response Response Evaluation Presentation by the eligible bidders Award of Contract 1 Issue of RFP: Issue of Request for Proposal (RFP) document to bidders for outsourcing IT infrastructure managed services. 2 Pre-bid Meeting and Query Resolution: OBC shall conduct a workshop with bidders who express interest in the RFP if required by the bidders. The objective of these meetings would be to address queries from bidders and provide any further information, if required. 3 Issue of Addendum to RFP (if required): Issue of addendum (if required) to the original RFP. This will be based on the clarifications provided to the bidders on the queries received or any new requirements, terms and conditions which OBC may want to issue at a later stage. 4 Submission of response: Bidders will submit a response to the RFP as per the checklist and the format provided in the RFP. The response to the RFP from the bidder shall include both technical and commercial proposals. 5 Bidder response evaluation: During this stage, OBC will evaluate the responses to the RFP based on the criteria specified in Section 9: Bid-Evaluation Process. 6 Presentations: OBC shall call the bidders for formal presentations on the methodology and service model proposed. 7 OBC may raise certain clarifications during evaluation and the respective bidder should provide the response as per timelines defined in the RFP. The detailed evaluation will enable OBC to identify preferred bidder. 8 Award of Contract: The selected bidder would be awarded the contract for management of IT Infrastructure & Services. 2.3 Submission of Responses For all matters pertaining to this RFP, the Contact officer would refer to: The Deputy General Manager (IT) Oriental Bank of Commerce, Department of Information Technology, Plot No.5, Institutional Area, Sec.32, Gurgaon, Haryana Unless specifically stated in the RFP Response, it will be assumed by OBC that a bidder has fully understood and is in agreement with all the requirements and information contained in this RFP. Note: Any commercial information shall not be shared through Structure of the RFP Master RFP: This RFP document consists of the following information: Page 15 of 105

16 1. Overview and scope of services to be provided by selected bidder including the scope of work; 2. Technical and commercial evaluation methodology which shall be followed to select the successful bidder; and 3. Terms and conditions for this RFP, subject to the Bank entering into a separate contract after selecting the bidder, which shall detail the terms and conditions thereof Annexure and Forms Seeking Response for Evaluation A detailed set of annexure and forms are provided to the bidder for formulation of responses. These annexure would assist the bank in effectively normalizing the bidder s response for various areas including bidder s qualification criteria, functional requirements, technical requirements, proposed team strength, commercial proposals etc. The list of such annexure and forms is provided in the table below: Annexure Number Annexure A1 Annexure A1.1 Annexure A2 Annexure A3 Annexure A4 Annexure A5 Annexure A6 Annexure A7 Annexure A8 Annexure A9 Annexure A10 Annexure A11 Annexure A12 Form Number Form 1 Form 2 Form 3 Form 4 Form 5 Form 6 Form 7 Form 8 Form 9 Form 10 Form 11 Form 12 Form 13 Form 14 Form 15 Form 16 Name of the Annexure Bidder's Roles & Responsibility Service Window across service category Minimum Technical Specification Inventory Details Service Level Agreements Reports Tool and Technologies Proposed Deployment Architecture Minimum Onsite Deployment Resource Profile Bidder s capabilities Submission Checklist Existing Application Details Name of the Form Performa for Bank Guarantee for EMD Commercial Compliance Certificate Compliance Certificate Proposed Bidder Profile Confirmation of Terms and Conditions Tender Offer Cover Letter Proposed Team Profile Performance Bank Guarantee Format Confirmation of Eligibility NDA Format PreBid Query Format Bid Undertaking letter Bill of Material Integrity Pact Manufacturer s authorization form Technical Bid Format Page 16 of 105

17 3 Eligibility Criteria The Bidder needs to comply with all the eligibility criteria mentioned below to be evaluated in Eligibility bid evaluation phase. Non-compliance to any of these criteria would result in outright rejection of the Bidder s proposal. The Bidder is expected to provide proof for each of the points for eligibility evaluation criteria. Any credential detail not accompanied by required relevant proof documents will not be considered for evaluation. All credential letters should be appropriately bound, labelled and segregated in the respective areas. There is no restriction on the number of credentials a Bidder can provide. The decision of the Bank would be final and binding on all the Bidders to this document. OBC may accept or reject an offer without assigning any reason what so ever. Criteria for Eligibility Compliance are given in below table: S. no 1 Eligibility Criteria Requirements Supporting Documents Required Financial and other Information required to be complied by the bidder. The bidder should be a Government 1. Certificate of Incorporation Organization/ PSU/ or a Limited Company/ Private Limited Company under companies act in India 2 The Company should have been in existence for a minimum period of 5 years in India. 3 The Company should have a minimum turnover of Rs.1000 crores per annum during last two financial years in India. 4 The Company should be a profit making entity with respect to operations in India in the last financial year, and, in at least one of the two years preceding the last financial year. 5 The Company should have a minimum positive net worth of Rs.200 crores in each of the last two financial years in India. 1. Certificate of Incorporation 1. Audited financial statements for the financial years and AND 2. CA Certificate for the said period. 1. Audited financial statements for the financial years , , AND 2. CA Certificate for the said period. Net worth is to be calculated as follows: Capital Funds (Paid up equity capital + Paid up preference shares + Free reserves) (Accumulated balance of loss + Balance of deferred revenue expenditure + Other intangible assets). 1. Audited financial statements for the financial years and AND 2. CA Certificate for the said period. The CA certificate provided in this regard should be without any riders or qualification. Page 17 of 105

18 S. no Eligibility Criteria Requirements 6 The bidder should have at least one of the following accreditations / certifications active as on the date of this RFP. Viz. ISO 9001, SEI CMM Level 5, or higher 7 The bidder should not have been black-listed by OBC, any Public Sector Bank, RBI/NHB or IBA. Bidder must certify to that effect. Bidder s Experience 8 The bidder should have had experience in managing and monitoring the IT Infrastructure within the Data Centre/Disaster Recovery Site for ANY Core Banking Solution encompassing the underlying a.) Hardware (Server & Storage), b.) Operating System and c.) Database for at least ONE Scheduled Commercial Bank in India having more than 1000 branches. 9 The bidder should have had experience of providing L1 & L2 support for Finacle Core Banking, Internet Banking (E-banking application) and their associated databases for at least ONE Scheduled Commercial Bank in India having more than 1000 branches. 10 The bidder should have experience in setting up Enterprise Management Solution for server monitoring, network monitoring and storage monitoring for the IT infrastructure in a data center/disaster recovery site in at least ONE scheduled commercial bank in India having more than 1000 branches. 11 The bidder must have its own technology teams/ service line internally in the organization for providing support to the on-site team in case of critical technical issues. The bidder should have presence in Supporting Documents Required 1. Copy of the relevant certifications 1. Self- Declaration 1. Relevant credential letters OR 2. Purchase Order with the Bank s confirmation on having executed the PO to satisfaction. 1. Relevant credential letters OR 2. Purchase Order with the Bank s confirmation on having executed the PO to satisfaction. 1. Relevant credential letters OR 2. Purchase Order with the Bank s confirmation on having executed the PO to satisfaction. The furnished documentary evidence should clearly state the modules implemented. 1. Self-Declaration along with the details of the support centers in Mumbai/Navi Mumbai and New Delhi/Gurgaon/Noida. Page 18 of 105

19 S. no Eligibility Criteria Requirements at least Mumbai/Navi Mumbai and New Delhi/Gurgaon/Noida. Outsourcing of IT-Infrastructure Managed Services Supporting Documents Required 12 The bidder should have had experience in manning a minimum FIVE seater helpdesk for IT infrastructure managed services (server management, storage management, network management) in at least One Scheduled Commercial bank in India having more than 1000 branches. 1. Relevant credential letters OR 2. Purchase Order with the Bank s confirmation on having executed the PO to satisfaction. Enterprise Management Solution credentials to be met by Bidder or OEM Partner 13 The proposed Enterprise 1. Undertaking from the Manufacturer Management Solution (EMS) AND including Helpdesk Solution should 2. Manufacturer Authorization Form be from the same OEM. 14 The proposed Enterprise Management Solution (EMS) encompassing at least the server and network management modules should be LIVE in at least ONE scheduled commercial bank in India having more than 1000 branches. 1. Relevant credential letters OR 2. Purchase Order with the Bank s confirmation on having executed the PO to satisfaction Application Performance Management Solution to be met by Bidder or OEM partner 15 The proposed Application 1. Undertaking from the OEM Performance Monitoring Solution for AND CBS & Internet Banking should be a single solution suite from the same OEM and should have been deployed 2. Relevant credential letters OR Purchase Order with the Bank s confirmation on having executed the PO to satisfaction in at-least TWO scheduled commercial banks in India having more than 1000 branches, out of which at-least one scheduled commercial bank should have Finacle as Core banking platform. 16 The proposed Application Performance Monitoring Solution should be Live and monitoring for an existing Finacle Banking environment for at least ONE Scheduled Commercial Bank in India. 1. Relevant credential letters OR 2. Purchase Order with the Bank s confirmation on having executed the PO to satisfaction Page 19 of 105

20 S. Eligibility Criteria Requirements no 17 The proposed L1 (Monitoring) and L2 (Analysis & Remediation) support for the proposed APM tools/services should be provided by an experienced independent third (3rd) party which has the experience of providing the APM L1 & L2 support in at-least TWO scheduled commercial banks in India having more than 1000 branches. Out of which at-least one scheduled commercial bank should have Finacle as core banking platform. OR Supporting Documents Required 1. Relevant credential letters 2. Purchase Order with the Bank s confirmation on having executed the PO to satisfaction Note: 1. Bidders need to ensure compliance to all the eligibility criteria points. 2. Purchase orders without relevant organization confirmation through a credential letter will not be considered as credentials. 3. Proposed application implementation experience need not be in the current product version proposed. 4. Public Sector / scheduled commercial banks do not include regional rural banks and cooperative banks. 5. Public sector / scheduled commercial banks refer to public sector / scheduled commercial banks in India only. 6. The branches being considered in the criteria should be per Bank and not cumulative across banks. Page 20 of 105

21 4 Overview of Current Bank s IT Landscape Outsourcing of IT-Infrastructure Managed Services The current IT landscape of Oriental Bank of Commerce can be broadly classified as per the diagram below. Current IT Landscape Applications IT Infrastructure Network Infrastructure Security Applications: The bank has several legacy as well as industry-standard applications managed either by the bank or by a third party vendor. The indicative details of existing applications along with location of hosting is mentioned in Annexure A12- Existing Application Details. The primary data center and near location site is hosted at a co-located third-party Data Centre in Mumbai and the disaster recovery site is hosted at a co-located third party location in Delhi. The bank s CBS cell is located at New Delhi. The CBS cell is responsible to provide end to end support for all application related incidents, patch management, application helpdesk management etc. However L3 category issues are resolved by the product OEM vendor as and when required. The CBS cell also acts as a centralized helpdesk for end-users. Network Operations Center: The network operations center is managed by M/s IBM India Private Limited. The NOC management is based on a centralized model with resources located at the corporate office, regional offices (34 locations), primary data center, DR-site, COPEC and CTS (Mumbai). IBM is also responsible to manage WAN. Security Operations Center: The SOC is located in the primary data center and is managed by M/s HCL Comnet. The main scope of work for M/s HCL Comnet is: 1. Web-access firewall management (WAF) 2. Antivirus management 3. Database access monitoring 4. Management of other security infrastructure IT Infrastructure Management for DC/DR 1. There are on-site resources for operating system (OS) management and database administration. Mostly, L1/L2 level resources are deployed on-site and L3 support is oncall and on need basis. 2. The LAN network within the DC/DR/Near Site (up till server farm switch) is managed by existing managed services provider Page 21 of 105

22 3. Backup (independently at PDC and DR) is centralized for all servers hosted. Existing managed services provider is responsible for taking the back up from PDC and DR. 4. The server and storage management services for various applications are provided by multiple vendors. However, Wipro is responsible for managing the underlying infrastructure and database administration of CBS application, Internet Banking Application etc. Page 22 of 105

23 5 Scope Summary 5.1 Vision of the outsourcing initiative OBC seeks to appoint an experienced IT Managed Service Provider (IT-MSP) to manage the Bank s IT Infrastructure, monitoring of services and related management and Implementation of EMS, Helpdesk and APM Tools. Hence the IT-MSP from a broad perspective will be responsible to offer the below services: 1. Maintain the desired service levels in IT Infrastructure service delivery; 2. Maintain the desired service levels in CBS, NEFT, RTGS, SFMS, Internet Banking etc. service delivery; 3. Continuously improve efficiency of IT service delivery; 4. Adopt a scalable model for IT service delivery and management; 5. Align the IT services to the Bank s business objectives; 6. Increasingly contribute to OBC s banking business and meeting bank s objectives 7. Provide an efficient, rationalized and integrated set of IT services. 5.2 Strategic benefits for Bank In addition to the vision of the outsourcing initiative and the fact that Bank sees the Bidder(s) as a vital component in delivering on key areas of their business and IT strategy, the following high level strategic objectives have been defined for the resulting outsourced agreement: Objective Desired State Relationship Type Strategic service relationship; Proactive (efficiency, continuous improvement, innovation); and Accountability for end user experience and SLA measurement. Commercial Model Greater flexibility with demand (up and down); Organization Service Levels Greater transparency (understand the elements of the service); Simpler engagement model; Aligned delivery organizations with clear roles and responsibilities; Service delivery with access to the right skills and knowledge; Tiered levels of service standardized to best practice (proactively managed); Near real-time reporting; Service performance forecasting; and Automated monthly customer satisfaction surveys with reports and Service Level Reports Page 23 of 105

24 Objective Service Technology and Desired State Clear parameters of service Provide regular technology updates via joint workshops; Hardware / Software agnostic; 5.3 Overview of Scope Note: This section provides an executive summary of the scope of work for this RFP. The Bidders are requested to refer to the detailed Scope of Work section for all the detailed information. The Bank wishes to appoint a Bidder to offer IT Infrastructure related services for the IT infrastructure encompassing servers, storage and other environmental software such as OS, DB for the underlying Business Applications. The Bidder is also required to provide L1 & L2 application support for the existing 1. Core Banking application- Finacle 2. NEFT, 3. RTGS, 4. SFMS 5. Internet Banking and 6. Application. Further the Bidder is also required to provide ATS for Core Banking Application and Internet Banking Application from the OEM. The Bidder is also required to supply, implement and maintain the EMS, Helpdesk and application performance management tools. This section outlines the requirement of OBC to be delivered by the IT-MSP in the arrangement. To facilitate bidder s understanding of the scope of work, the scope has been divided into following key three categories. The brief coverage has been illuminated in the chart below 1. Scope outlining one time activities: This covers the activities/services that are expected to be undertaken by the Successful Bidder as part of transition-in/ taking the handover from the current service provider for managing the IT services for current and future systems 2. Scope outlining ongoing operations: This covers the activities/services that are expected to be provided by the IT-MSP on an ongoing basis (business as usual), throughout the tenure of this contract. As a part of the on-going operations, the bidder will have to provide Application Management Services for existing core banking, NEFT, RTGS, SFMS, internet banking and applications. The Bidder is also required to provide ATS support for existing CBS & Internet Banking Application. The Bidder is also required to provide domain services which include server management, database management, network management (excluding bandwidth & WAN), storage management, backup and restore services and cross functional services for all the existing & future IT infrastructure at Bank s DC/DR/NS,CBS Cell & HO as detailed in the latter section of this RFP. Geographical scope is also covered as a part of this scope category. The Bidder is also required to provide the helpdesk ticketing tools to the bank on a capex model. The tool will be leveraged to manage the ticket lifecycle for all the tickets raised by end users. The helpdesk tool should also have an online interface to Page 24 of 105

25 enable end users to raise a self-ticket and should also have a knowledge management module. The EMS tools required to monitor and manage the infrastructure will be provided on a capex model to the bank. The application performance management tools will also be provided on capex model to the bank. 3. Exit Management Scope: This covers the scope of activities for the transition-out at the end of the outsourcing contract to the new service provider or in the event of premature termination of the contract. This includes key activities to be performed by IT-MSP for smooth transition during its exit or termination phase. The IT MSP is required to provide the support services across the following logical layers for the stated applications: Layers Core Banking, RTGS, NEFT, SFMS, and Internet Banking Applications Other Business Applications and other Bank applications. Runtime Database Operating System Virtualization (if applicable) Hardware Bidder provided EMS Tools Bidder provided Application performance management Tools Helpdesk Ticketing Tool Role & Responsibility The Bidder is required to provide the L1 & L2 application support for the existing Core banking, Internet Banking Applications, NEFT, RTGS, SFMS and . The Bidder will also provide the ATS through OEM for the CBS & Internet Banking Application. The Other Business Applications will be managed by Bank or its appointed application Vendors To be maintained and managed by the ITMSP To be maintained and managed by the ITMSP To be maintained and managed by the ITMSP To be maintained and managed by the ITMSP To be maintained and managed by the ITMSP For AMC related issues the IT MSP will escalate the cases to the Bank s appointed Vendor/OEM and follow-up on resolution & rectification. To be maintained and managed by the ITMSP The IT Infrastructure for APM will be maintained and managed by the ITMSP. The L1 and L2 support will be provided by the Independent third (3 rd ) party and the bidder needs to provide ATS support through the APM OEM. To be maintained and managed by the ITMSP. However Bank s Application Monitoring Team will log tickets in the tool. It should also have an online interface wherein end user can log a self-ticket and should also have a built in/integrated knowledge management tool. Page 25 of 105

26 The diagram below provides a high level representation of the required scope of services: Page 26 of 105

27 High Level Overview of the Scope of Services 5.4 Grouping of scope items The Bank has identified logical groupings of scope items. The bidder is required to provide all the services mentioned in groupings (except for scope exclusions). These logical groupings are summarized as below: Grouping Scope Items Scope Item Description One Time Transition of IT Scope infrastructure support (current On-going services systems) and CBS, Internet Banking, NEFT,RTGS,S FMS & Application management Services Application Management Services OBC recognizes that the transition process and its effectiveness will have a significant impact on success of the ongoing services. Thus, OBC has the following key objectives for transition: 1. Maintain steady and uninterrupted operation for all IT services. 2. Maintain agreed service levels during transition from OBC IT team and current Service Provider to the successful Bidder. 3. Successfully complete all transition activities within the agreed timeframe. The transition shall be completed within 4 months from the date of release of PO by the bank. The bidder is required to propose a transition approach to have near zero risk and quick transition from the current state to the bidder managed state without any productivity loss or business downtime. The Bidder is required to provide the Application Management Services for existing CBS- Finacle , Internet Banking Applications, RTGS, NEFT, SFMS and . Page 27 of 105

28 On-going services Outsourcing of IT-Infrastructure Managed Services Grouping Scope Items Scope Item Description Domain Services OBC has identified number of domain services to support business operations. Domain Services are predominately responsible for the support, enhancement and overall operation of the IT Infrastructure- servers, storage systems, database, networks (excluding bandwidth & WAN) and backup & restore systems. This will require an all-encompassing approach to the management and administration, including but not limited to: 1. Database Management Services- provisioning, maintenance and support of database hardware and software including relevant licensing; 2. Server Management Services- provisioning, maintenance and support of server hardware and software- including operating system, cluster software and other software/middleware/web service or agents installed on the server & relevant licensing; 3. Network Management Services (excluding bandwidth & WAN)- provisioning, maintenance and support of network hardware and software including relevant licensing at DC,DR and NS 4. Storage Management Services- provisioning, maintenance and management of storage and data, integrity of data, replication and adherence of RPO; 5. Backup and Restore Management Servicesprovisioning, maintenance and management of backup hardware and software, tape media restore services. The domain services will encompass the support, enhancements and overall operations for the IT Infrastructure for critical and non-critical applications at DC, DRC, NS and other locations as defined in the RFP. IT-MSP is expected to provide support for these domain services as per the defined scope and the corresponding SLAs. On-going services Cross Functional Services IT-MSP is expected to adhere to IT Service Management (ITSM) processes based on IT Infrastructure Library (ITILv3) framework (version 3) for all the services The cross-functional services refer to the IT service management services required to be performed by the IT- MSP in order to effectively deliver the IT services required by OBC. These services will cut across domain services. The bidder is required to provide the following cross functional services: 1. Performance measurement and reporting 2. Incident Management and IT Infrastructure Support Services 3. Asset and Configuration management 4. Change Management and Release Management 5. Service Level Management 6. Security Management 7. Patch Management Page 28 of 105

29 Grouping Scope Items Scope Item Description 8. Software License Management 9. Vendor Performance Management 10. IT service continuity and Disaster Recovery EMS, Application performance management tools & Helpdesk Tools EMS, Application performance management tools & Helpdesk Tools EMS, Application performance management tools & Helpdesk Tools One Time Scope Implementatio n of EMS, Application performance management tools & Helpdesk Tools Ongoing Maintenance and Support AMC & ATS Handholding IT infrastructure for new systems IT-MSP is expected to adhere to IT Service Management (ITSM) processes based on IT Infrastructure Library (ITILv3) framework (version 3) for all the services The Bidder is required to procure and implement the EMS, application performance management & Helpdesk tools on a capex model. The licenses will be in the name of the bank. The bank will procure only the required servers, operating system, database licenses and augment existing storage to implement the tools. Any additional requirements needs to be procured by the bidder and should be factored in Form 13: Bill of Material. The Bidder is required to provide ongoing maintenance & support of the EMS, application performance management tools & Helpdesk tools throughout the tenure of the contract. The Bidder is also required to adhere to the service levels. The bidder is required to provide AMC & ATS support for the implemented EMS, application performance management tools & Helpdesk tools. The bidder is expected to receive the hand-holding of IT infrastructure from the respective implementation partner as and when new applications are implemented. The handholding for the new applications/systems shall be taken by the operations team of IT-MSP. Any such handholding shall be completed within 30 days. An indicative list of applications to be deployed in near future is as follows: 1. Loan Origination System 2. Document Management System 3. Integrated Risk Management Solution 4. Asset Liability Management Solution 5. Business Process Management Solution 6. Customer Relationship Management 7. Data Warehouse System and Business Intelligence 8. Automated DR Solution 9. Fraud Risk Management Solution Page 29 of 105

30 Grouping Scope Items Scope Item Description 10. Mobile Banking etc. Exit Management Scope Exit Management Scope Scope Exclusions Handover Transition Services & of Documentation Out of Scope The Bidder is further required to manage the new IT Infrastructure. Post hand-holding, the bidder is also expected to provide domain Services and cross functional as defined in the RFP for the added IT Infrastructure 1. Bidder shall provide the Termination/Expiration Assistance regardless of the reason for termination or expiration. Six (6) months prior to the expiration of the Term, or upon Bidder s receipt of notice of termination of this Agreement for any reason, or six (6) months prior to the cessation of any Service, and at OBC s request, Bidder shall provide to OBC the staff and transition services necessary for OBC to effect an orderly transition to OBC or to a Third Party designated by OBC. 2. Bidder shall provide the necessary transition for the period of 6 months. However, this period of transition could vary depending on the need of OBC and the same shall be communicated to them. 1. During the contract period, the IT-MSP shall ensure that all the documentation including diagrams, policies, procedures, asset registers, configuration documents, procurement documentation, original licenses and all other documents in relation to the works as per the agreed terms are kept up to date and all such documentation is handed over to OBC during the exit management process. The scope of outsourcing currently excludes the following: 1. End-user devices (desktops, laptops, printers, scanners, mobiles etc.) 2. Application helpdesk Application Monitoring Group and application management except for CBS, Internet Banking application, NEFT,RTGS,SFMS, and applications 3. Network bandwidth monitoring and management (WAN Level NOC Services) 4. Information security services (Firewall Management, IPS etc. SOC Services.) In future, if Bank intends to extend the scope of services of IT-MSP, it may include any or all of the above services with additional cost mutually agreed between the Bank and IT- MSP. 5.5 Integration Touch points with out of scope services End-user devices (desktops, laptops, Relationship Ongoing Services Operations Key Integration Points 1 User account and desktop configuration will be owned by the Desktop service provider; and 2 Services requiring user profile information will Page 30 of 105

31 printers, scanners, mobiles etc.) Application helpdesk and application management- Application Monitoring Group (AMG) WAN Level NOC Services Relationship Bidder Incident Management Process and IT Infrastructure support DC,DR,NS Network Management Services SOC Services Ongoing Operations Services Key Integration Points require integration between the IT MSP s services (e.g. the authentication server for remote access and Active Directory). The central management and maintenance of Active Directory is in IT MSP s scope. 1 Deployment of tools by the IT MSP; 2 Application Monitoring Group (AMG) will log tickets in the helpdesk tool and will allocate the tickets raised for Infrastructure related issues to the bidder and AMG will also allocate tickets related to CBS,Internet Banking, NEFT,RTGS, SFMS and applications to the IT-MSP; and 3 IT-MSP will resolve all IT Infrastructure related tickets and CBS, RTGS, NEFT, SFMS, Internet Banking and applications related tickets and provide L1, L2 support/resolution & update tickets. The ATS for in-scope applications and tools will be provided by the bidder through the application OEMs. The Bidder will raise ticket and coordinate with the respective OEMs for L3 support. The Bidder is also required to coordinate with Bank s application service provider wherever required for successful resolution of issues/tickets 1 Quality of services to be provided across the DC,DR,NS network 2 Bidder is required to Liaise with WAN network service provider for any DC,DR,NS link failure/downtime 1 Bidder is required to ensure overall security across Servers, storage and DC,DR,NS LAN Networks 2 Coordinate with SOC vendor for any security alert, event, log correlation etc. 3 IT-MSP is required to adhere to the OBC s policies & guidelines 5.6 Service Delivery Model The following points describe the governance around the contractual relationships between the various actors viz. OBC, Bidder, existing application vendors, other third party Vendors: 1. OBC has a direct contractual relationship with all the Application Vendors and existing Third party Vendors such as the Hardware provider, DC/DR/NS Hosting service provider, bandwidth service provider etc. The Bidder needs to provide ATS support from CBS & internet banking OEMs to the bank. 2. The Bidder will be required to interact with them on behalf of the Bank with regards to offering the services stated in the RFP. Further, details stated in the detailed scope section. Page 31 of 105

32 Chart below is a pictorial representation of the Contractual Relationships : The following points describe the bank s proposed Service Delivery Model for the scope of this RFP- 1. The bank is envisaging to create an Application Monitoring Group (AMG) which comprises of a pool of technical and functional resources of the Bank who are available to handing problems faced by the end users. For calls/tickets being raised by the end users which are specific to the IT MSP Scope, those tickets/calls will be forwarded to the IT MSP for resolution. 2. The AMG will be the single point of contact for all end users. 3. AMG will allocate the tickets to IT-MSP for all IT-MSP in-scope related issues. 4. The bidder will provide L1 & L2 operations support. For AMC/ATS/L3 calls related issues, the IT MSP will escalate the cases to the Bank s appointed Vendor/OEM and follow-up on resolution, rectification and closure. For CBS, Internet Banking, EMS & Helpdesk tools ATS, the bidder needs to have back to back SLAs with the OEM in line with the SLAs mentioned in the RFP. 5. The bidder is required to provide project management & governance for the scope of the RFP throughout the tenure of the contract. Chart below is a pictorial representation of the Proposed Service Delivery Model : Page 32 of 105

33 The Bidder is required to provide a helpdesk ticketing tool, application performance management tool for CBS & Internet Banking and EMS tool to the bank. The Bank s end users should be able to raise problem tickets/self-tickets using web based console and by calling/ ing the Application Monitoring Group. The ticketing tool should also have an inbuilt/integrated knowledge management tool. IT MSP will proactively monitor and manage the infrastructure using the EMS tools. The EMS tool should integrate with the ticketing tool. Note: The Bank currently has CBS users. The option of logging a ticket through mail and phone would be used only in the exceptional scenarios when the online ticketing console is not accessible to the CBS users. The AMG team will have at-least 20 users who will require admin access of Helpdesk tool. The bidder needs to factor additional licenses required for the bidder s resources. The Bidder shall also be given access to the helpdesk tool. An indicative service delivery flow is represented in the diagram below: Page 33 of 105

34 The Bidder is required to build a governance model based on these contractual relationship and service delivery model and service delivery flow in order to facilitate high performance and effective management in order to enable OBC to achieve its business objective. 5.7 Geographical Scope The successful Bidder shall provide dedicated experienced and qualified onsite support resources at the DC/NLS/DR/OBC locations for managing the above operations. The Successful Bidder should ensure that the resources deployed, at DC, DR and other in scope locations, shall meet the RFP requirements and SLAs. For providing the services, Successful Bidder shall be allowed to access Bank s infrastructure only through the Bank s network. Access from any office of the IT-MSP or remote connectivity set-up outside the Bank s network shall not be permitted in any circumstances. The location of different sites is as follows: Site Name City State Primary Data Center (PDC) Mumbai Maharashtra Disaster Recovery Site (DR) New Delhi Delhi Near Line Site (NLS) Mumbai Maharashtra Corporate Office (CO) Gurgaon Haryana CBS Cell New Delhi Delhi Note: If bank shifts any of the sites mentioned above (PDC/DR/NLS/CO) to a new location, the successful bidder shall provide respective services from the new location. The LAN management & end user management of CO and CBS cell is out of scope for the bidder Page 34 of 105

35 5.8 EMS, Helpdesk and Application Performance Management Tools Bidder has to identify the best fit tools considering the Bank s assets, landscape and implementation cost. All these tools are to be procured, deployed on bank s premises and maintained by the MSP. The Licenses of the tools should be available for all required users from the Bank and in scope infrastructure & applications, for their current and future use. The licenses should be in the name of the bank. The EMS, APM and Helpdesk tools should be provided on a capex model to the bank. The bidder should factor all license cost in Form 13- Commercial Bill of Material. Page 35 of 105

36 6 Detailed Scope of Work 6.1 One Time Activities Transition of IT Infrastructure and existing CBS, Internet Banking, RTGS, NEFT, SFMS & Support Service Overview Transition involves one-time activities required to transfer responsibility for the services, including processes, assets, facilities, technology and other knowledge to the bidder. The bidder is required to complete the transition within 4 months from the date of release of PO by the bank. The bidder should ensure the smooth transfer of the services so as to continue to meet OBC s business requirements in a way that minimizes unplanned business interruptions. The bidder will be responsible for planning, preparing and submitting a Transition Plan to OBC. Bidder will fully cooperate and work with any and all OBC s Third Party Contractors/Vendors/Consultant in a manner that will result in a seamless transfer of Services, and such transfer of Services shall be in accordance with the Transition Plan. During the Transition Period, bidder will be responsible for implementation of the Governance Model. Bidder will identify the suitable personnel for the roles defined under the governance structure for implementation. Bidder will also be responsible for appointing its representative members to the newly established governance forums. Bidder will have the sole responsibility for implementation of the new Bidder s delivery organization structure. All preparation and planning for such implementation must be completed during the Transition Period. The bidder will explain how and when it will implement the transition activities, describe how it will transition Services from OBC s current environment. The Bidder will include a project plan ( Transition Project Plan ) indicating the tasks, timeframes, resources, and responsibilities associated with the transition activities. MSP has to develop a detailed transition plan covering at least the following key areas: Transition Schedules, Tasks and Activities - Transition activities - Operations and Support - Maintenance Resource Requirements - Software Resources - Hardware Resources - Facilities - Personnel - Other Resources Relationships to Bank s other Teams / Projects Management Controls Reporting Procedures Risks and Contingencies- Key Risks, issues, dependencies and mitigation plans. Page 36 of 105

37 Transition Team Information Transition Impact Statement Review Process Configuration Control Plan Approval Describe tools, methodologies and capabilities of the teams deployed for transition. All Bidders are required to ensure that their framework for transition of proposed services from OBC IT team/current Service Provider at a minimum should include the following phases and allied activities: Service Requirements Initiation Planning Execution Closure Description Kick off the transition based on the agreed transition plan This phase takes care of all the planning activities required for successful transition of services Execute the transition of services while ensuring near zero risk and no disruption to business Create all the transition documents and submit to the client for review and sign off and start off with MIS & SLA reporting Bidder s Roles & Responsibility Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Transition Management services detailed in Annexure A1- Bidder s Roles & Responsibilities Handholding of IT infrastructure for new systems Service Overview The bidder is expected to receive the hand-holding of IT infrastructure from the respective implementation partner as and when new systems/applications are implemented. The handholding for the new applications/systems shall be taken by the operations team of IT-MSP. Any such handholding shall be completed within 30 days. An indicative list of applications to be deployed in near future is as follows: 1. Loan Origination System 2. Document Management System 3. Integrated Risk Management Solution 4. Asset Liability Management Solution 5. Business Process Management Solution 6. Customer Relationship Management 7. Data Warehouse System and Business Intelligence Solution 8. Automated DR Solution 9. Fraud Risk Management Solution 10. Mobile Banking etc. Page 37 of 105

38 The Bidder is further required to manage the new IT Infrastructure. Post hand-holding, the bidder is also expected to provide Ongoing Operations Services i.e. domain Services and cross functional for the added IT Infrastructure and Exit Management services for the new infrastructure Bidder s Roles & Responsibility Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Handholding services detailed in Annexure A1- Bidder s Roles & Responsibilities 6.2 Ongoing Operations This section of the On-Going Operations is broadly classified under three (3) categories of services that the IT MSP is required to offer. 1. Application Management Services 2. Domain Services 3. Cross Functional Services Any other tools required by the IT-MSP for offer the services as per the RFP should be proposed and factored in the bill of material. The Bank requires the bidder to deploy an Enterprise Management solution on capex model, to monitor, measure and manage functional and operational requirements stated under this RFP. The bidder is required to provide the Helpdesk tool on a capex model to the bank. IT- MSP is required to provide hardware, storage, OS and database sizing required for the EMS, Helpdesk and application performance management tools. Bank will separately procure the server hardware, storage, OS and database for the tools. Please refer to Annexure A2 for technical requirements. While responding, the bidders shall submit the tool details as per Annexure A6. Note: 1. Device type, count and location wise breakup for in-scope equipment is included in Annexure A3. 2. Detailed Roles and Responsibilities for ongoing operations is mentioned in Annexure A1 3. Service window for the services in scope is detailed in Annexure A The bidder is expected to provide requisite tools to track and measure the SLAs as a service. This cost should be built-in the commercial proposal. 5. The successful bidder is required to provide an EMS and helpdesk tools to the bank on a capex model. Refer to Annexure A2 for Minimum Technical Specifications 6. Successful bidder shall provide the sizing for the server, storage, operating system and database required for deploying the required tool. The bank will procure the server, OS, Database required for EMS, Helpdesk and application performance management tool separately. The implementation & installation of servers & OS will be done by the bank, however the bidder is required to install the database. 7. The business hours are 6 AM to 10 PM on any calendar day the Bank s branch is operational. The Bidder however recognizes the fact that the branches will require to work beyond the business hours and holidays on need basis. Page 38 of 105

39 The Successful Bidder will also perform following as part of scope of ongoing support: 1 Adhere to IT Service Management (ITSM) processes aligned to ITIL framework for all the IT Services defined and managed; 2 Support current disaster recovery plan prepared by OBC for its key applications/ infrastructure servers. 3 Perform Installation, Move, Add and Change (IMAC) operations 4 Periodically evaluate infrastructure and IT Services to monitor their performance and submit the report to OBC; 5 Provide tools for automatic capturing of service levels without manual intervention; 6 Provide tools to capture the critical/normal alerts from all the components (Servers/Network device/storage/etc.) using SNMP/ etc.; 7 Provide tools to capture the hardware alerts from firmware of Servers/Network device/storage/etc.; and 8 Continuously monitor and evolve the services to ensure operational/ process excellence, automation and efficiencies Application Management Services Service overview The IT MSP is required to provide application management services as per the defined scope and the corresponding SLAs. The IT MSP is required to provide application management services for the following applications: 1. Core banking Application- Finacle Internet Banking Application - Finacle e- Banking Solution version RTGS,NEFT,SFMS v Microsoft Exchange 2010 The bank may upgrade the applications during the tenure of the contract to new versions, the bidder is required to support the existing & future versions of the above applications. Support & Management of Middleware are also a part of bidder's scope. The Bidder should be able to synchronize Application Management with IT infrastructure management. Deliverables for Application support should include: 1. Performance Monitoring & Management of application. 2. Installation & configuration of application 3. High availability installation & configuration 4. Application Patch management and version control. 5. Capacity Management. 6. Deployment of objects in Application server. Page 39 of 105

40 7. Trouble shooting Application server product related issues 8. Troubleshooting Patch Management. 9. Start, stop, and manage Application services. 10. Configure and manage Application Web server. 11. Configure and manage HTTP. Outsourcing of IT-Infrastructure Managed Services 12. Configure and use monitoring tools provided for Application Server. 13. Un-installation 14. SIP & performance management. 15. Vendor management ( Logging a call with product Vendor and follow-up like oracle meta link ) 16. File Level Backup for Application Server 17. Backup & restoration management of application server. 18. User management 19. Support to known errors and problems 20. Monitor web / Application server availability 21. Perform quarterly DC DR drills 22. Monitor alert notifications, checking for impending problems, triggering appropriate actions. 23. Provide ATS support for CBS & Internet Banking Applications. Bidder is expected to provide relevant reports for the previous month in the 1st week of every month and same needs to be jointly reviewed by Bidder and Bank in next 3 working days. The reports should be benchmarked against the Service Levels defined in Service Level Agreement, and penalty should be calculated based on the level of deviation from Service levels defined. The Bidder is required to submit the list of reports to track performance on service levels for all managed services under scope of this tender Environment overview: The IT MSP is required to provide application management services for the following applications Function Application Core Banking Finacle Internet Banking Finacle e-banking version Microsoft Exchange 2010 Other Applications NEFT, RTGS and SFMS applications Page 40 of 105

41 Bidder s Roles & Responsibility Outsourcing of IT-Infrastructure Managed Services Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply to the roles & responsibilities for Application Management Services detailed in Annexure A1- Bidder s Roles & Responsibilities Domain Services OBC has identified number of domain services to support business operations. IT-MSP is expected to provide support for these domain services as per the defined scope and the corresponding SLAs. The following table presents an overview of the services to be provided by IT-MSP under domain services, on an ongoing basis for the duration of the contract. IT-MSP is expected to adhere to IT Service Management (ITSM) processes based on IT Infrastructure Library (ITILv3) framework (version 3) for all the services: Domain Services Database Management Server Management Services Network Management Services Storage Management Services Backup and Restore Management Services Description The management of the provisioning, maintenance and support of database hardware and software as well as monitoring, access management, backup and recovery and ad hoc support Monitoring and management of computing platforms on which utilities and applications are hosted Monitoring and management of network infrastructure and its related services up to server farm & L3 switch level at DC, DR & NLS. Monitoring and management of the enterprise storage environments within OBC. This also includes storage area networks (SANs) and storage on distributed file servers. Management of backup facilities within OBC, including the mechanics of tape backup, such as storage management, tape collection for off-site storage, handover of tapes to bank s resources for offsite tape storage and retrieval of tapes from Bank s resources in the event that restoration of historical data is required Database management: Service Overview The Successful Bidder shall be responsible for taking centralized backups from PDC and DR for all the servers hosted at PDC, DR, NS, CBS cell, HO. The scope of the database management services includes all data and database management activities on the production, non-production and disaster recovery environments that will be included as part of this service. The expected database management services can be further defined by the following high level service requirements: Service Requirements Description Build, Installation Definition/Installation/Creation of databases with suitable hardening procedures as per bank's policy Database Performance Fine tune and resolve performance issues through performance Page 41 of 105

42 Service Requirements Management Database Capacity Management Monitoring and administration Backup and restore Access management Database ad hoc support DC and DR testing Description tuning and optimizations. Estimate & recommend database requirements based on performance and Business projections Provides the required operational support to monitor OBC database environments Refers to the successful backup and restoration of the database instances as defined by OBC policy Management of the granting, removal, monitoring and editing of access rights allocated to the database environments Processes to perform database upgrades, performance tuning and repairing a database Create, Implement and validate database recovery solutions. Support during DR testing and during actual DR situations Environment overview: The OBC database environment is categorised into three areas. Bidder is required to provide database administration and support for the database technology platforms mentioned in Annexure A3- Existing Inventory Details Bidder s Roles & Responsibility Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply to the roles & responsibilities for Database Management Services detailed in Annexure A1- Bidder s Roles & Responsibilities Server management Service overview The expected server management services to be provided across can be defined by the following high level service requirements: Service Installation configuration services Monitoring operations Operating support Hardware support and system Description Refers to the appropriate installation and configuration of the server environment as per industry best practice as well as Bank s policy requirements. Provides processes and procedures to monitor the server environment to ensure that the appropriate monitoring, reporting and maintenance activities occur. Provides for operating systems and related software configurations. The service also consists of ongoing processes to maintain supplier supported operating platforms for preventive software maintenance Services. This includes services such as: 1) Software configuration management 2) Software upgrades and patch management 3) Software release management 4) Software optimization, tuning and preventative maintenance Provides the services and methodologies that will be used by the Bidder to support the bank s server requirements. This service consists of the following components: 1) Hardware installation and configuration 2) Hardware environment support 3) Hardware preventative maintenance Page 42 of 105

43 Service Operating system security administration System vulnerability management Operating security logging Performance capacity management scheduling monitoring system event and and Failover management Description 4) Hardware refresh Operating system security administration provides the processes to manage access to client assets at an operating system level. This security service provides the management of user logon ids and their access rights to system level resources, as well as maintaining server level security parameters and security product options. This section describes the various actions to be taken as part of the Security Administration Service, as well as what is needed on behalf of the client in order to provide these service levels. Vulnerability management consists of preventative and detective services to identify vulnerabilities as they emerge; to prevent those vulnerabilities from affecting the in-scope systems; to detect when an in-scope system has been affected; and to cure those affected systems. Vulnerability management consists of both Vulnerability Alert management and Vulnerability Scanning processes. Vulnerability Alert management is the preventative process that collects known vulnerabilities and prioritises vulnerabilities based on associated risk. Operating system security event logging is a detective control that enables the recording of security events on system hosts based on preset parameters. The administrative tool s logging function is enabled and the security events are retained in a record for future review. Consist of the support processes to collect, monitor, and analyse system performance information, for processor usage, input/output (I/O) throughput activity, disk usage, and memory usage Scheduling and monitoring Process consists of those specific tasks associated with administering the automated scheduling system to provide the tools and processes necessary to support a scheduling and monitoring processing environment. Provides for the recovery of the critical workload on the server environments in the event of an outage of primary server and / or a disaster. The bidder is required to prepare documentation of a written recovery plan for the server environments Environment Overview The Bidder is expected to support the entire OBC s server environment listed in Annexure A3- Inventory Details Bidder s Roles & Responsibility Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Server Management services detailed in Annexure A1- Bidder s Roles & Responsibilities Network Management Services: Service Overview The network management services refers to all processes, procedures, policies and activities required to be performed by the bidder in order to ensure that the final network services are provided in accordance to the service levels required by the bank. In several instances the services are implied as part of the end service required (e.g. capacity Page 43 of 105

44 management as part of maintaining the network s availability) and therefore the scope of services is not necessarily limited to what is only stated in this RFP. What has been provided rather states the types of services expected as part of managing the network environment. It is expected that the bidder would adopt relevant corporate and industry best practices in managing the required network services. The following are therefore high level definitions of the type of services required by the bank: Service Description Planning and design Management of the network design and planning process to ensure that the bank s network operates in a secure, effective and sustainable manner. Installation In accordance with the network design, the installation of network equipment across the DC,DR, Near Site, if required Configuration Process of organizing and maintaining network information to streamline the process of maintenance, repair, expansion and upgrading. End to end network monitoring Continuous monitoring of a DC, DR and Near Site network equipment for slow or failing components and notification to the network administrator(s) in cases of failure / outages. Performance and capacity Process of determining the network resources management required to provide higher availability, including unscheduled down time, and performance. Security management Provision of the required security management controls across DC, DR & NS LAN: 1) Security policies and procedures for LAN network technology and equipment; 2) Logical network perimeter access controls; 3) LAN access control (port level access); 4) Access authentication (domain access); 5) Roll-out, patch, vulnerability, upgrade and maintain the network infrastructure and relevant software in line with Bank s security policy and industry best practices; and 6) Physical security where network equipment is deployed Administration Various operational tasks to ensure that the network runs smoothly and efficiently. Fault management Detection, isolation and resolution of network issues and incidents to ensure that the network is operating at an optimum level. Availability management Design, implementation, measurement and management of IT services to ensure the business requirements for availability are continuously met. Maintenance Maintain the status of the current network Environment Overview The Bidder is expected to support the entire OBC s Network Environment at DC, DR and NLS as listed in Annexure A3- Inventory Details. Page 44 of 105

45 Bidder s Roles & Responsibility Outsourcing of IT-Infrastructure Managed Services The scope of Networks Management is up-to switches. Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Network Management services detailed in Annexure A1- Bidder s Roles & Responsibilities Storage Management Services: Service Overview Storage and data consists of a system managed storage strategy that enables all data to be managed individually and automatically by the system. Within the system managed storage environment are both online and removable storage media, commonly referred to as disks and tapes. OBC requirements for data availability, accessibility, performance, and retention can be accommodated at the data set level and used by the system managed storage environment to select the correct media. The expected storage and data management services can be further defined by the following high level service requirements: Service Requirements Description Mirroring Includes the management of the SAN environment to ensure the availability, integrity and redundancy of OBC s storage environment across DC,DR and Near Site Configuration Process of organizing and maintaining storage information to streamline the process of maintenance, repair, expansion and upgrading. End to end storage monitoring Continuous monitoring of a DC, DR and Near Site Storage Equipment notification to the administrator(s) in cases of failure / outages. Archiving Assist in implementing and maintain OBC s archive strategy as part of ensuring effective usage of storage resources. Media management Management of the associated media and peripheral equipment used for data storage (e.g. tape management) Environment overview The Bidder is expected to support the OBC s Storage Environment at DC, DR and NLS as listed in Annexure A3- Inventory Details Bidder s Roles & Responsibility Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Storage Management services detailed in Annexure A1- Bidder s Roles & Responsibilities Backup and Restore Management Services Service Overview: The Bidder shall define data backup and recovery requirements. These requirements should cover the following at a minimum: Page 45 of 105

46 1. Identify the data backup technique which best suits the needs of OBC for each application / server 2. Install, configure, test and manage any tools that may be required for data backup and recovery, such as those for writing the same data to multiple storage devices at the same time 3. Restore data to the database, as appropriate while ensuring that there is no loss of information / data. 4. Development of procedures and templates. Periodically conducting restoration drills, recording the results and reporting the results to OBC. 5. Execute backup and recovery procedures 6. The IT MSP is required to handover the tapes to bank s personal/3 rd party who will vault the tapes at offsite locations and retrieve tapes from bank s resources when required. 7. Restore required files and data sets 8. Performing mock system failure and then data restoration drills on periodic basis Environment Overview The Bidder is expected to support the OBC s Backup Environment at DC and DR as listed in Annexure A3- Inventory Details Bidder s Roles & Responsibility Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Backup and restore services detailed in Annexure A1- Bidder s Roles & Responsibilities Cross Functional Services Over and above the defined scope of services within the Domain Services, it is expected that the Bidder provide the IT support service management activities required to effectively manage the services required in a consistent, efficient and reliable manner and is able to meet the desired service levels. The Cross Functional Services are mentioned below: Service Performance measurement and reporting Description Ensuring that appropriate performance measurement tools and processes are in place that can produce the required reporting on all IT services within the scope of the Bidder. The Bidder(s) will also be required to adopt a collaborative approach in order to ensure that end-to-end reporting can be achieved through consolidating the relevant reports. Incident management and IT Infrastructure Support Services Incident management refers to an unplanned interruption to an IT Service or a reduction in the Quality of Service. The objective of incident management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user. The Bidder is expected to assume accountability for the resolution of incidents as part of the 1st line of support to be provided. All 2nd level support will be the Bidder s responsibility. The Bidder should also take into account that a 24x7x365 support service is required. Bidder will raise tickets with respective OEMs for level 3 support. Page 46 of 105

47 Service Asset and Configuration management Change Management and Release Management Description Provision and management of the IT assets and inventory across the lifecycle from acquisition to disposal. An accurate record database of the OBC asset environment should be maintained on a daily basis and be made readily available to OBC for analysis and reporting. Change Management will protect the production environment and its services. All changes to Configuration Items must be carried out in a planned and authorized manner. This includes identifying the specific Configuration Items and IT Services affected by the Change, deploying the Change, testing the Change on UAT environment, and having a roll back plan should the Change result in an unexpected state of the Service. Release Management will take a holistic view of a Change to an IT service and to verify that all aspects of a Release, both technical and nontechnical, are considered. Service Level Management Security Management Patch Management Software License Management Vendor Performance Management IT service continuity and Disaster Recovery Service Level Management will maintain and gradually improve businessaligned IT service quality through a constant cycle of agreeing, monitoring, reporting, and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service Security Management will ensure compliance to security policies, contractual requirements, regulatory/statutory requirements, and as expressed in the Service Levels Provide patches management services for in-scope infrastructure at DC/DR/NS/HO/CBS cell Manage compliance with all Software licenses by monitoring and auditing all Software use, regardless of financial responsibility for the Software. Monitor and analyse the performance of each vendor (appointed by OBC) associated with and responsible for a part of the overall Technology Solution deployed by OBC Supporting disaster recovery activities in scenario of a disaster and to keep the OBC disaster recovery plan up to date Performance measurement and reporting Service Overview: The service provider will be required to provide reports on a regular basis relating to the performance and quality of the IT services provided and the performance of the service being delivered. It will be expected that the bidder shall be proactive in identifying opportunities for improvements in the delivery of the service. Page 47 of 105

48 Service Requirements General Performance Management Architecture Assessment of CBS IT Infrastructure Reporting Description Assess and publish metrics on the quality of services being provided. The Vendor shall provide the following Services mentioned below as a part of the architecture assessment and provide the analysis report to the Bank. 1. Quarterly Performance Analysis for systems 2. Biannual Storage Assessment Service 3. Biannual Backup Assessment Service 4. Quarterly Performance Analysis for Database The analysis report needs to be reviewed by the independent third party at no additional cost to the bank. The independent third party should have experience of performing hardware assessment for atleast 2 scheduled commercial banks with over 1000 branches in India Provide Performance management reports to the bank as per the periodicity mentioned in the RFP or on the mutually agreed periodicity for reports wherein periodicity is not mentioned in the RFP. The Bidder should use industry standard tools required for carrying out the activities mentioned in Architecture Assessment of CBS infrastructure. Independent reputed third party shall review based of the report submitted by Bidder. The independent third party should have experience of performing hardware assessment for at-least 2 scheduled commercial banks with over 1000 branches in India Bidder roles and responsibilities The Bidder is required to perform the performance analysis of the in-scope CBS servers, storage and Backup and database. The Servers and database performance assessment needs to be done on a quarterly basis. The storage and back up assessment needs to be done bi-annually. The Bidder should perform deployment architecture review, caching and compression of data at relevant components, identification of failure points and its impact on performance, backup and storage policies, CPU/ Memory and disk utilization parameters, configuration analysis, analysis of IO intensive activities etc. The detailed scope of performance measurement is mentioned in Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Performance measurement and reporting services detailed in Annexure A1- Bidder s Roles & Responsibilities Page 48 of 105

49 Incident Management and IT Infrastructure Support Services Service Overview The Bidder should not only take precautions necessary to minimise damage from incidents and malfunctions, but also monitor and document these incidents in detail with a view to learn from them. The bidder should design and implement formal systems and procedures for detecting and reporting incidents relating to exceptional situations in day-to-day administration of the IT infrastructure. It should ensure that incidents are reported in time to enable authorities to take appropriate corrective actions to avoid the recurrence of such events in future. The bidder is required to provide an IT Infrastructure Support Services to OBC s Application Monitoring Group for any issues in domain, application management or cross functional services Bidder s Roles & responsibilities Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Incident Management and Application Monitoring Group (IT Infrastructure) Support Services detailed in Annexure A1- Bidder s Roles & Responsibilities Asset and Configuration management Service Overview Asset services to provide operating system software and hardware asset management and processes to meet business requirements. It also further provides inventory and configuration management capabilities, maintenance management, hardware and software pricing, financial and budgeting support for critical capital investment assets, and contract compliance capabilities. The asset and configuration management will include of IT assets of the bank deployed at corporate office, CBS cell, Primary Data Center, Disaster Recovery Site and Near Site. The end user devices will be out of scope Bidder roles and responsibilities Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Asset and Configuration Management Services detailed in Annexure A1- Bidder s Roles & Responsibilities Change Management and Release Management: Service Overview: As part of the change management process the bidder is expected to perform the following activities: Service Requirements Initial user request Description 1. In case of changes required to application software, the user shall submit the requirements to the OBC IT Team. The bidder must populate the Change Requirement form. 2. The requirements could relate to changes required in the operational infrastructure to support new/existing requirements or frequent error messages indicating that some parts of the programs are incorrect. 3. The requirements could relate to additional features required to be built in the system or changes forced by the regulatory body as well as suggestions from the stakeholder Page 49 of 105

50 Service Requirements Approval of request Documenting the changes Description community. 1. Once OBC provides the go ahead, the bidder along with the Bidder team, shall conduct a feasibility analysis 2. Subject to the outcome of the feasibility study, the request shall be forwarded to the relevant team. 3. An enterprise-wide, standard naming convention for each application s change requests must be adopted by the Bidder. This naming convention should clearly and unambiguously highlight the respective application s name, module name and the version number. 4. The Bidder, should collate the relevant information to assist OBC in analysing the Change Request based on the following: Criticality and need for program change Exploring new ways of getting the same functionality within the existing set up Building workarounds Effect on other modules/ menu options/ business process Impact Analysis Any possible effect on existing control procedures The Bidder shall formally provide its recommendations to OBC. 1. The Bidder shall maintain the documentation related to the IT infrastructure and accordingly make the necessary modifications/updates as and when changes are made to programs. 2. The Bidder must ensure that the user operating manual as well as system documentation is updated on a timely basis. The responsibility of maintaining the above documents is with the Bidder Bidder s Roles & Responsibility Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Change and Release Management Services detailed in Annexure A1- Bidder s Roles & Responsibilities Service Level Management Service Overview: The objective of the Service Level Management process is to manage and maintain the quality of IT services delivered to OBC s end users. The process should also seek to improve the quality of service delivered to the end users by reviewing the level of performance achieved by the IT Help Desk. The Bidder is expected to design and implement a Service Level Management process to enable both the end user and the Vendors to have a clear understanding of the expected level of delivered services by documenting these goals in formal documents. The SI is expected to perform the following activities in relation to Service Level Management with other IT processes: 1. Incident Management service assists Service Level Management by: Monitoring and reporting on threshold breaches in agreements and notifying support officers when escalation and breach events occur Page 50 of 105

51 Providing information on historical data and trends Providing the interface with customers on the level of services provided Recording escalation actions and activities to maintain the service commitment under an SLA with the customer. 2. Problem Management service assists Service Level Management by: Identifying the underlying cause of incidents and problems to minimize their recurrence Providing statistics, trends and historical data and assisting with Service Level Management reporting. 3. Change Management service assists Service Level Management by: Providing information on the effect of changes on the IT infrastructure and the impact on service level targets before and after these changes are implemented Tracking improvement in services since service levels are defined 4. Configuration Management service assists Service Level Management by: Identifying the services affected by faulty configuration implementations Identifying components/functions that combine to deliver function/service so that underlying agreements can be set up. a business Bidder roles and responsibilities Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Service Level Management Services detailed in Annexure A1- Bidder s Roles & Responsibilities Security Management: Service Overview The Bidder must ensure that the ongoing operations adheres to OBC s security policy. The Bidder is expected to monitor and report any deviation from OBC s policies for the complete operations solution. OBC s policies are in line with global standards like ISO Audits will be conducted by OBC (or by auditors and / or Consultants empanelled by OBC for the purpose.) Any findings unearthed during these audits will have to be fixed by the bidder. The bidder is required to ensure anti-virus scans and updates for the in scope infrastructure. The Bidder shall define a standard operating environment for OBC s IT infrastructure based on OBC s security policies. It shall also ensure that the required updates are performed as necessary Bidder roles and responsibilities Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Security Management Services detailed in Annexure A1- Bidder s Roles & Responsibilities Patch Management Service Overview: The Bidder will be responsible for implementing patch management for in-scope infrastructure at DC/DR/NS/HO/CBS cell. Bank is currently using IBM BigFix Patch tool for patch management. The bank will extend the patch management tool to the ITMSP to provide patch management services for in-scope infrastructure at DC/DR/NS/HO/CBS cell The Bidder shall ensure that installed software is available at consistent release levels. Page 51 of 105

52 The Bidder shall perform system planning and design for patch management. Once this process is defined, Bidder shall configure the patch management set-up and test the patch management process. The Bidder shall develop the strategy for activation, including: 1. Which hardware must be activated first 2. Start times (e.g., nights and weekends when there is less line activity and less impact on performance) 3. Assignment of attended and unattended nodes 4. Identification of hardware which do not get updated and developing a plan to update the same. 5. Distribution of patches, services packs, reports etc. Bidder shall take corrective action, as appropriate, for problems resulting from patch management (additions or upgrades) to facilitate application stability. Bidder shall monitor the asset management and software license management systems implemented at OBC. Patch Management for end user computer/laptops, branch network equipment and branch peripherals is out of scope for the IT-MSP. PS: The bank has procured a patch management tool. The bidder is not required to propose a patch management tool Bidder s Roles & Responsibility: Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Patch Management Services detailed in Annexure A1- Bidder s Roles & Responsibilities Software License Management: Service Overview: The Bidder shall perform an inventory of software licenses as of a particular date. The Bidder will develop and maintain a software license inventory data base which tracks: 1. Whether the license has been procured by the SI or by OBC 2. Whether the license comprises entitlement for software upgrades, enhancements, refreshes, replacements, and maintenance 3. The authorized end users who have access to the Server resources 4. Expiry of licenses and contracts. The bidder is required to provide software license management for all the software in the bank s IT landscape at DC, DR, NS, CBS Cell, Corporate Office. The end user devices at these locations are out of scope for the ITMSP Bidder s Role & Responsibility: Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Software License Management Services detailed in Annexure A1- Bidder s Roles & Responsibilities Vendor Performance Management Service Overview: The Bidder is expected to monitor and analyse the performance of each vendor (appointed by OBC) associated with and responsible for a part of the overall Technology Solution deployed by OBC. The objective is to improve operational efficiency, increase internal and external customer satisfaction and optimize resource utilization. Page 52 of 105

53 In order to formalize and monitor the Vendor review process, the Bidder is required to create a comprehensive dashboard that covers key activities as per the roles and responsibilities and pertinent Service Levels for each Vendor. This will enable OBC to understand the degree of contractual compliance. The Bidder is expected to monitor and track the Vendor activities. The Bidder should provide regular updates to OBC on the activities being carried out by the Vendors. The Bidder should inform OBC of any discrepancies observed between what was agreed upon and what is delivered by the Vendor Bidder s Role & Responsibility: Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Vendor Performance Management Services detailed in Annexure A1- Bidder s Roles & Responsibilities IT service continuity and Disaster Recovery Service Overview The bidder is required to provide IT service continuity and disaster recovery services for OBC production environments and their associated infrastructure. The bidder must demonstrate that it will consistently meet or exceed OBC business continuity and disaster recovery requirements Bidder Roles & Responsibility Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for IT Continuity and Disaster Management services detailed in Annexure A1- Bidder s Roles & Responsibilities 6.3 EMS, Helpdesk and Application Performance Management Tools Bidder has to identify the best fit tools considering the Bank s assets, landscape and implementation cost. All these tools are to be designed, procured, deployed and maintained by the bidder. The tools solution has to be deployed in the bank's premises and needs to be monitored from the bank's premises. The EMS, Helpdesk & APM Solution should be deployed at DC & DR. The solution deployed at the DR would be from the perspective of monitoring and management of the DR The Licenses of the tools should be available for all required users from the Bank and in scope infrastructure & applications, for their current and future use. The licenses should be perpetual and in the name of the bank. The EMS, Application Performance Management and Helpdesk tools should be provided on a capex model to the bank. The bidder should factor all license cost in Form 13- Commercial Bill of Material. Further the Helpdesk, Application Performance Management & EMS tools OEMs are required to conduct an implementation review and highlight any gaps in the implementation of the tools. All tools proposed by the bidder should be latest relevant products provided by the specific OEM (at the time of signing of contract). Bidder is expected to perform and report regular patch updates and releases on the tool. The bidder is required to train the bank s team on the operations & administration of the EMS & helpdesk tool. The bidder is required to ensure that all tools are upgraded to the newer version of the tool along with the corresponding customization at least 6 months prior to the completion of Page 53 of 105

54 either End of Life or End of Support of the tools without causing any business downtime and/ or service disruption. The tools implementation vendor is expected to implement the proposed Application performance management, EMS & Helpdesk solution at Bank s DC and DR locations and provide the ATS/AMC support for tools. RTO requirement for the tools has to be as per the numbers given in the below table. Expected RTO of the Tools is as below: Applications Help Desk Tool EMS Tools Application Performance Management Tools RTO 4 hours 4 hours 4 hours EMS & Helpdesk Tools The Bidder is required to also design size, supply, implement and maintain an Enterprise Management System (EMS) including the helpdesk solution. The EMS should be able to support the proposed hardware, applications and software components at DC, DR and NLS over the tenure of the contract. The EMS should be capable of providing early warning signals to the Bank on the Solution performance issues, and future infrastructure capacity augmentation. The EMS should also support single pane of glass visibility across multiple areas of monitoring. The Bidder is required to design, supply, install, train, customize, test, implement, rollout and maintain the EMS application at the DC and DR as per the requirements of this RFP. The Bidder is expected to provide and implement an Enterprise Management Solution (EMS) encompassing the following functions: 1. Helpdesk/Service Desk 2. Configuration Management 3. Fault Management 4. Incident, Problem and Change Management 5. Asset Management - for all servers and network assets of the bank 6. Remote Control 7. SLA management & monitoring 8. Performance management 9. Monitoring Backup and Management 10. Event Management 11. Server, storage and other infrastructure management 12. Monitor network components of the LAN 13. Other modules as required by the Bidder to meet the requirements of the RFP Furthermore, the EMS should cover the following functionality of Management Portal and Enterprise Reporter: EMS should have in-built management portal, which would provide personalized intuitive information for both technical and business-focused administrators. It should provide dynamic personalization that would allow administrators to set up a management portal that suits their unique needs. It should consolidate disparate data Page 54 of 105

55 sources, querying, reporting and present them in a unified view that suits individual preferences. It should also provide filters that enable specified user groups to receive personalized event notifications. Management portal should allow for near real time update of management data from sources such as network management, service level management, helpdesk, web management, application response, performance etc. as applicable. It should allow its users (like service customers, enterprise users, IT management etc.) to select what data they would want to see and how. It should consolidate management and status information to show the overall status from a high-level business perspective. It should be possible to generate Real time and historical reports based on information gathered by various management modules. It must provide out of box as well as support adhoc reports. These should be publishable through management portal. It should have inbuilt provision for distributed data collection, analysis and reporting. It should also be possible to import data, to read and utilize, collected by other systems, log files or other sources of information. It should be possible to define service incidents, identifying periods in which data is invalid for specific data collections. This should provide the ability to ignore collected data which is not to be included in the report production. For example, if a set of data collections are influenced by a power outage, which is not operations responsibility. It should be possible to define a service incident for this. The proposed EMS solution should comply with the eligibility criteria as per Section 3 of the RFP and also with the requirements as stipulated in Annexure A2 Minimum Technical Specifications. The Bidder is required to quote all the applicable prices of the various modules of the Enterprise Management System as detailed in the Form 13 Bill of materials The tools that could be selected by the bidder have to be amongst the industry leading tools for the relevant area in terms of volume of units deployed. The bidder should factor in the Bank s Infrastructure environment and Bank s expected growth for tool selection from capacity and scalability stand point. The Helpdesk Tool should have an online option to raise a self-ticket by the bank s end users and it should also have an inbuilt/integrated knowledge management tool. The Bank currently has 15,000 CBS users which may grow to users during the tenure of the contract. The bidder is required to provide at least the below mentioned licenses for the online self-ticket console at the branches: S.no Category of Branch Count of Branches No of Selfticket console licenses required at each branch 1 Metro Urban Semi Urban Rural Regional Office Total Total The option of logging a ticket through mail and phone would be used only in the exceptional scenarios when the online ticketing console is not accessible to the CBS users. The AMG team will have at-least 20 users who will require admin access of Helpdesk tool. The bidder needs to factor additional licenses required for bidder s resources. Page 55 of 105

56 The bidder is also required to provide the sizing of the server hardware, Storage, OS and Databases required to install the helpdesk and EMS tool. Bank will procure the required server hardware, Storage, OS and Databases for the tools. Further the installation of servers, OS and augmentation of storage will be done by the bank. However the bidder needs to install the database. Any other software & hardware required by the bidder for EMS, helpdesk and APM tools needs to be procured and implemented by the bidder. The bidder is required to comply with the Annexure A2 Minimum Technical Specifications for the Helpdesk and EMS Tools. The Bidder is also required to comply with the roles & responsibilities for EMS & helpdesk tools detailed in Annexure A1- Bidder s Roles & Responsibilities Application Performance Management Tools for CBS and Internet Banking Applications The Bidder is further required to provide application performance management and assurance tools for the CBS and internet banking application. The scope of the application performance management and assurance services should include, but not limited, to the following: 1. Preventive monitoring of Application 2. In the event of a critical Alert application experts would step in to carry out initial analysis and hand over the observations for the respective teams to action the same to prevent the event from happening. 3. Availability of senior level experts on On-Call Basis for critical alerts/incidents 4. Provide suggestive restoration/preventive advises as applicable to ensure stability of the environment 5. APM should minimize the application downtime and provide visibility on batch operations. 6. The APM and assurance services should provide the capability to have a deep dive analysis of infra (Web, App, DB, OS & Storage) component even post alert and reduce the MTTR on issues faced. 7. The proposed solution should provide support for in any other http or non-http applications (ISO 8583 messages/atm transaction) and should have the ability to add environment specific custom KPI s. 8. Application Performance Monitoring and Management software should deliver L1 support from an independent third (3 rd ) party for 24x7 Application Monitoring for Availability, Alert Management, Software Administration, Service Reporting and Incident Reporting. 9. The L2 support should be provided by an independent third (3 rd ) party for analysis, remediation, software administration, reporting and incident analysis, troubleshooting and alert analysis. The cost of the L1 & L2 resources should be factored in by the bidder in the Form 13- Bill of material. Page 56 of 105

57 10. The Bidder is required to comply to Annexure A2- Minimum Technical Specifications for APM tools The bidder is also required to provide the sizing of the server hardware, Storage, OS, Databases and required to install the Application Performance Management Tool. Bank will procure the required server hardware, Storage, OS and Databases for the tools. Further the installation of servers, OS and augmentation of storage will be done by the bank. However the bidder needs to install the database. Any other software & hardware required by the bidder for APM tools needs to be procured and implemented by the bidder. The bidder is required to comply with the Annexure A2 Minimum Technical Specifications for the Application Performance Management. The Bidder is also required to comply with the roles & responsibilities for APM tools detailed in Annexure A1- Bidder s Roles & Responsibilities 6.4 Exit Management Services In addition to the requirements mentioned in RFP, the purpose of this section is to provide details of bidder s assistance during termination or expiration of contract and exit plan strategy for the Bank. MSP also has to develop a detailed Exit Plan with-in 6 months of signing of contract. After that, the exit plan has to be regularly reviewed and updated on a half yearly basis Handover & Transition of Services Service Overview Following shall be covered as part of the Handover & Transition of Services at the end of contract period or in the event of termination: 1. If any other agency or service provider is selected by OBC for providing in-scope services, the IT-MSP selected through this RFP shall provide support for necessary handholding, transition, sharing of information and relevant documents and other related support to the complete satisfaction of OBC. In case if OBC observes the lack of willingness to manage transit/ sharing of information or lack of support from IT-MSP (selected through this RFP), OBC shall have absolute discretion to requisite penalties and deduct the amount from its billing or from performance bank guarantee. 2. IT-MSP shall provide the necessary transition for the period of 6 months. However, this period of transition could vary depending on the need of OBC and the same shall be communicated to them. 3. During transition phase, the Successful Bidder shall not change or remove their key resources at any locations to enable the successful transition. In case such instances, OBC will have right to penalize the Successful Bidder appropriately. 4. During transition phase, IT-MSP will deploy a dedicated Transition Manager to enable the successful transition. 5. During the exit management process, it is the responsibility of IT-MSP to address and rectify the problems identified with the IT infrastructure of OBC including installation/reinstallation of the system software, Databases etc. The Successful Bidder shall ensure that the infrastructure are handed over to OBC in an operational condition to the satisfaction of OBC. 6. The ownership of the assets (including soft and hard components existing and procured through this RFP) except for those which are taken as a service, at any point of time during the term of the contract or expiry of the Contract, shall rest with OBC. In addition, any information/ data gathered or generated by the Successful Bidder during the term of Page 57 of 105

58 the contract would be the property of OBC and the same should be handed over to OBC in native format at the end or termination of the contract. In case OBC decides to withdraw any services/components from the IT-MSP s scope of work during the contract period, the Successful Bidder has to facilitate the transition of that service/components in compliance with above clauses Bidders Roles & Responsibility: Please refer to Annexure A1- Bidder s Roles & Responsibilities. The Bidder is required to comply with the roles & responsibilities for Exit Management services detailed in Annexure A1- Bidder s Roles & Responsibilities. Page 58 of 105

59 7 Project Management Project Management activities will be carried out by bidder with support from the Bank as required. The Project Management Office will address the overall allocation of work packages and direct co-ordination of activities and portfolio governance. The Bidder should follow an industry standard Project Management methodology which has been agreed with the Bank. The Bidder is expected to provide EMS to monitor and measure the SLAs. Detailed requirement related to such tools is mentioned in Annexure A2. Bidders are expected to deploy the tool during transition phase (refer to section 6.1.1). Tools should be deployed before the primary takeover is completed. It is expected that bidder should submit the activity wise timelines for Transition phase adhering to overall timelines mentioned in the RFP. The Successful Bidder shall develop and implement a governance mechanism to institutionalize and effective approach towards planning and organizing, acquiring and implementing, delivering and supporting and monitoring service performance of the services deployed in OBC to support its business requirements and objectives. 7.1 Principles of Governance For managing the operations effectively and meeting the contractual requirements and SLAs, OBC proposes to set-up governance mechanism with following principles. The Bidder will assist OBC by adhering to the below principles: 1. Bringing focus and discipline in governance mechanism; 2. Setting clear policies and procedures; 3. Strengthening ethics and accountability; 4. Continuous vigilance and adaptation; 5. Strong financial oversight; 6. Independent audits to bring more objectivity. 7. Strong quality checks Indicative structure of governance set-up The Successful Bidder is required to develop the framework and capacity for making and implementing decisions required to manage and control IT Infrastructure and services monitoring and management within the business. IT Governance scope shall encompass the structures, processes, responsibilities, decisions for operation of IT Infrastructure and services monitoring and management. The Successful Bidder shall be provided with OBC s existing Policies/procedures/SOPs etc. which can be used to develop governance and Quality framework for IT services management in OBC. The Successful Bidder should propose an organization structure with regard to governance of the Contract. An indicative organization structure is outlined below: Page 59 of 105

60 Executive Sponsor/ Steering Commitee Delivery Head Program Manager Service Desk/ Help Desk Infrastructure in Charge Quality in Charge Vendor in charge Service Manager Service Desk/Helpdesk Team Server in Charge Backup & Storage in Charge Network in Charge Database Management in Charge CFS in Charge Please note that this is an indicative organization structure. The Successful Bidder has to provide the details as per deployment chart as per the format specified in the Annexure A Governance Structure Governance Layer Governance Participants Responsibilities Review frequency OBC Service Provider Steering Committee Executive Sponsor Executive Sponsor 1. Define strategic objectives 2. Ensure continual executive 3. Performance reporting 4. Issue resolution (Final escalation level) Quarterly/ Semi Annually Program Management Head-IT (Infrastructur e) Program Manager 1. Account Management 2. Monitor service delivery 3. Single point of contact for issue escalation 4. Issue resolution (Intermediate escalation) Monthly Operations Service Owners/ Service Delivery 1. Issue resolution and escalation Ad-hoc Page 60 of 105

61 Governance Layer Governance Participants Responsibilities Review frequency OBC Service Provider Management Project Tools Manager- Operations Managers Lead for Tools Implementati on Managers Project Manager Tools 2. Manage people issues 3. Plan, track and review SLAs 4. Plan and track time lines 1. Single point of contact for issue escalation 2. Issue resolution (Intermediate escalation) 3. Plan, track and review SLAs 4. Plan and track time lines Weekly Monthly Quarterly Ad-hoc Weekly Monthly Quarterly Note: A Project Manager maybe designated for managing special one-time projects Joint roles and responsibilities The following list of roles gives an indication of the type of responsibilities and tasks allocated to those involved in this project. Steering Committee At this level, a joint governance forum of key OBC and service provider leadership would be established to confirm that the program is achieving the overall business objectives. The steering committee shall be responsible for policy decisions essential to delivery of project outputs and the attainment of project outcomes. It is responsible for ensuring appropriate management of the Project components outlined in the contract. It acts as the final point for escalation of issues. Steering Committee meetings would be conducted quarterly or semi-annually, as agreed upon by the parties Roles and responsibilities of IT-MSP Roles and responsibilities of stakeholders from IT-MSP is expected to be as follows: Service Provider Executive Sponsor The Service Provider Executive Sponsor shall work with the OBC Executive Sponsor to build and grow the relationship between the parties. They shall also be the final point of escalation for all issues. Page 61 of 105

62 Service Provider Delivery Head The Service Provider Delivery Head will support the Service Provider Program Manager to ensure that the necessary resources are available to meet the objectives of the scope of work. The Delivery Head should also review the service level metrics along with the Program Manager and analyze ways to improve the services delivered. The Delivery Head should assist in coordinating between the various teams of bidder to deliver services to OBC. The Delivery Head should bring in learning from other contracts to improve the quality of services delivered to OBC. The Delivery Head will be a part of the steering committee and will also deal with any operational issues escalated by the Program Manager or Head IT of OBC. He will also be responsible for providing technology assistance to OBC and suggesting improvements/efficiencies/update/cost cutting initiative to OBC which includes: - To provide input on latest technology developments specifically in banking industry - Developing and employing a quality assurance program, subject to OBC approval, designed to promote performance of the Services at a high level of quality, focusing on measuring and improving reliability, speed, cost effectiveness, and customer satisfaction. A template can be agreed for the same to be assessed during steering committee meetings - Allowing OBC to perform audits that will focus on Service Provider's adherence to its quality assurance procedures and standards Page 62 of 105

63 Service Provider Program Manager The Service Provider Program Manager has accountability and responsibility for the scope of work and shall be a member of the steering committee. Program Manager has the delegated authority of the steering committee to assist with operations management and project management issues that arise outside the formal business of the steering committee. The responsibilities include: Reviewing Reviewing and approving of performance related reports Reviewing business and technical proposals as submitted by OBC s business sponsors and/or bidder personnel Considering and approving, where possible, operational and technical changes Conducting regular weekly/monthly reviews with the OBC in-charge Validation of the business and technical proposals from bidder for completeness and with reference to OBC context and IT outsourcing arrangement Review of contract annually for updation Monitoring Monitoring service delivery and transition activities based on reporting and coordination with the Service Delivery team Monitoring progress of special projects Management Seeking to resolve any issues escalated by Operations Management team Managing risks Coordinating with various teams among bidder for timely service and project delivery Managing resource /skills sets to be made available for sustenance and projects Managing the induction of resource upon approval from OBC Process Improvement Identifying opportunities for process improvements Page 63 of 105

64 Service Provider Deliver Manager and Project Manager Tools Service Provider Delivery Manager has accountability and responsibility for the delivery of contracted services for the respective areas. The responsibilities include: Serving as the point of contact to OBC for their area Managing Managing risks in the projects Managing service delivery Implementing and managing changes Resource Planning Review resource requirement based on sustenance and forecast plans Coordinate with bidder team to make available resources Escalation to OBC for increasing IT infrastructure and license requirement Reviewing Review of process adherence for their respective areas assigned Preparing and reviewing status reports (including action plan with deadlines) as applicable Review the proactive monitoring reports Review of processes for identifying improvement areas Review and approval of updation of operational documents/training material Monitoring Monitoring resolution of incidents and problems timing & quality Monitoring assignment of resources for delivery Coordinating Coordinating with the third party vendors Liaise with End users on specific issues/problems prior to escalation to OBC IT Coordinating and communicating day-to-day Service delivery issues with OBC IT Coordinating with various teams among bidder for timely service delivery Reporting Adjusted SLAs reporting (including analysis and action plans where applicable) Analysis Analyzing process violation with action plan & deadlines Performing problem management Process Improvement Identifying opportunities for process improvements Roles and responsibilities of stakeholders from OBC Roles and responsibilities of the stakeholders from OBC is as follows: OBC Executive Sponsor The OBC project sponsor shall work with the bidder executive sponsor to build and grow the strategic relationship. They shall also be the final point of escalation. The executive sponsor lends support at senior levels and ensures that the necessary resources are available to the meet the objectives of engagement. Drive the initiatives to achieve holistic benefits as an organization. Page 64 of 105

65 Project Manager In Charge (Infrastruc ture) Project Manager has accountability and responsibility for the successful delivery from IT outsourcing partner and is member of the steering committee as well. The responsibilities include: Acting as a Single point of contact for issue escalations (Intermediate level) and will discuss any escalations with the Service Provider s Delivery Head Reviewing and Approving Reviewing and approving IT initiatives to address business problems and opportunities Reviewing special projects and the status Reviewing and approving changes to key IT processes & project management structure supporting the scope Review of contract annually for current updation Serve as an escalation point for the service and domain level in charge to discuss any issues relating to the specific domain. Stop clock related approval will be provided/ delegated by him. Initiates new projects for service improvements/augmentations or new IT services. In-Charge (services/ domains) Serving as the primary point of contact to service provider s Service Managers in the respective areas Monitoring Monitoring of service delivery Monitoring critical deliverables and service levels Monitoring skills sets of resources to meet OBC engagement guidelines Reviewing Reviewing activities against plans Reviewing and escalating operational problems and issues Reviewing and scheduling change requests in accordance with the change management procedures Reviewing the recommendations and suggestions made by Service Provider representatives relating to the services and initiating appropriate actions Reviewing operations on a monthly/weekly basis during reviews with the Service Provider s Heads Reviewing and approving the training material provided by service provider Review of process adherence for their respective areas assigned Review of quality of solutions for incidents (Fortnightly meeting) Review of processes for identifying improvement areas. Reviewing and recommending proposed resources induction in the respective areas Reviewing and approving of operational and training documents Coordination Coordinating and communicating day-to-day Service delivery issues with bidder s Heads Process Improvement Advising the program management on new opportunities and initiatives Page 65 of 105

66 Sr. No Responsibility Matrix The responsibilities matrix given below defines the responsibilities of Successful Bidder and OBC. The table is indicative and not exhaustive. The responsibilities matrix shall be finalized during award of the Contract. Description Responsibility 1 Assess requirements/needs of new hardware/software/ services/amc/support augmentations 2 Purchases of new hardware/software/services for new applications that the Bank wishes to deploy 3 Follow up with vendors for procurement of IT infrastructure related purchases (e.g. server hardware, OS licenses, Firewall licenses) 4 Management and maintenance of servers, network and storage as detailed in scope (the Bank will share the AMC information with the IT MSP) 5 Ensuring compliance with all laws, regulations, standards, policies and procedures that apply to the in scope activities to be performed by the Bidder. IT-MSP Yes No Yes Yes Yes OBC No Yes No No Yes 6 Development of IT security policies for OBC No Yes 7 Development and implementation of Standard Operating Procedures (SOPs), knowledge bases and guidelines document in line with OBC policies and with OBC s policies and with OBC s approval 8 Updation of Standard Operating Procedures (SOPs), knowledge bases, and guidelines documents within 15 days of any major changes in IT infrastructure 9 System documentation for all the data center components and any changes should be updated along with version control as and when required. Yes Yes Yes No No No 10 New IT projects/initiatives Yes (Handholdi ng Support) 11 Management of existing outsourcing/amc arrangements (for IT infrastructure related devices/software/services, CBS, RTGS, NEFT, SFMS & Internet Banking Applications etc.) Yes Yes (Enablemen t for handholding ) No Page 66 of 105

67 Sr. No Description Outsourcing of IT-Infrastructure Managed Services Responsibility 12 Provision of working area and allied infrastructure (workstations, desk phones) for Successful Bidder s service delivery team onsite 13 Deployment of adequate and automated hardware, tools and technologies (onsite) required for enterprise monitoring and management of OBC s IT infrastructure as per defined scope. No Yes Yes No Performance management and reporting The Successful Bidder shall be required to report on the services offered to OBC on a periodic basis or as and when required by OBC. The Successful Bidder shall provide reports/ data that would include but not be limited to: 1. Performance report with respect to all service levels; 2. Report of the ongoing and planned changes performed; 3. Any ad-hoc report that may be required by OBC; 4. Periodic reports to governance committees; and 5. Quality adherence reports These reports would compare the quality of service provided with the defined/target SLAs. The list of reporting, should at a minimum, include the reports mentioned in Annexure A5. During transition, reporting and review of performance metrics shall be carried at mutually agreed frequency (to be decided along with Service Provider). The template and any other reporting requirement shall be agreed on mutually. In addition, the Successful Bidder will provide assistance to OBC for audit/compliance related requirements, including but not limited to: 1. Providing sample data as required within the timeline; and 2. Coordinating with other sites for providing data samples. The ownership of audit/compliance related requirements shall remain with OBC Quality Assurance Scope related to Quality Assurance (QA) shall include: 1. Developing and employing a quality assurance program, subject to OBC approval, designed to promote performance of the scope of work with a high level of quality, focusing on measuring and improving reliability, speed, cost effectiveness, and customer satisfaction. 2. Writing and maintaining procedures and measurements on all quality assurance activities associated with the work. Ensuring that the quality metrics and procedures employed are consistent with similar standards in OBC s peer group and/or in the provision of similar professional services. 3. Ensuring compliance with a published quality assurance program, with adequate internal controls and verification activities. Page 67 of 105

68 4. Conducting periodic quality audits of the work rendered. Outsourcing of IT-Infrastructure Managed Services 5. Documenting audit findings and remediating non conformances within a stipulated time period. Allowing OBC to perform audits that will focus on the Successful Bidder s adherence to its quality assurance procedures and standards; on the metrics gathered to support quality assurance activities; and on the Successful Bidder s efforts to improve overall quality. The Successful Bidder will cooperate fully and assist OBC with any such audits Escalation Matrix The illustrative escalation matrix to be followed for issue escalations is mentioned below: OBC Bidder Steering Committee IT Head Steering Committee Program Manager IT In-charge IT Domain & Service In-charge Business User Service Delivery Manager Service In-charge Service Engineer Page 68 of 105

69 8 Service Levels OBC intends to select the Successful Bidder who shall have common vision to deliver high quality of services to the users. Definition of terms used in this section is as follows: 1. Downtime shall mean the time period for which the specified services/components with specified technical and service standards are not available to OBC s users and excludes the scheduled outages planned in advance and the bandwidth link failures within SLA limits agreed with network service providers. 2. Incident refers to any event / abnormalities in the functioning of the equipment/ specified services that may lead to deterioration, disruption in normal operations of OBC s services. 3. Resolution Time shall mean the time taken in resolving (diagnosing, troubleshooting and fixing) an incident after it has been reported at the helpdesk. The resolution time shall vary based on the category of the incident reported at the service desk. The category shall be defined and agreed between OBC and Service Provider. Following are the requirements related to managing the service levels to be maintained in providing such services. 8.1 Service Level Agreement (SLA) and Targets This section includes the SLAs which OBC requires the Successful Bidder to manage as key performance indicators for the scope of work. The objective of the SLA is to clearly define the levels of services to be delivered by the Successful Bidder to OBC for the duration of the contract. The following section reflects the measurements to be used to track and report performance on a regular basis. The targets shown in the following sections are for the period of contract or its revision whichever is earlier. 8.2 Service Level Targets (Post-Transition Phase) After completing the transition, the SLA targets for IT-MSP are mentioned in Annexure A4 Service Level Agreements (SLAs). This phase will continue for the duration of the contract unless terminated earlier. Transition phase would be considered as set of one time activities to be performed by the Successful Bidder for moving towards on-going steady state. The SLAs for post-transition phase are grouped into three broad performance areas: 1. Domain Services 2. Cross Functional Services 3. Management Reporting and governance Domain Services: This area pertains to output as a result of the services being provided. Examples: Server Uptime Network Uptime (for in-scope components) Average CPU utilization Page 69 of 105

70 Cross Functional Services: This area pertains to measurement of services rendered by the IT-MSP. Examples: Incident Management: Call response and resolution Problem management: percentage of problems fixed Change & Release Management: Downtime for servicing EMS Tools: This area pertains to measurement of adherence to timeline for tools implementation and availability & performance of EMS tools Management, Reporting and Governance: This area pertains to measurement of quality of services being rendered. Penalties under this category are not related to At-risk amount. Examples: Asset Count Deviation Resource availability Report generation 8.3 Service Level Measurement OBC has defined in-scope services and corresponding SLAs in Annexure A4. OBC shall evaluate the performance of the Successful Bidder on these SLAs compliance as per the periodicity defined. The Successful Bidder shall provide, as part of monthly evaluation process, reports (as mentioned in Annexure A5) to verify the Successful Bidder s performance and compliance with the SLAs. These reports are indicative and the bank can request additional reports at no additional cost to meet its requirements. Automated data capturing and reporting mechanism will be used for SLA reporting. The Successful Bidder will allow access to the monitoring/reporting tool to authorized user groups from OBC. If the level of performance of Successful Bidder for a particular metric fails to meet the minimum service level for that metric, it will be considered as a Service Level Default. Note: All service level penalties will be reconciled at the end of every period. 8.4 At-Risk Amount The quarterly At-Risk Amount ( ARA ) shall be 20% of the estimated quarterly payout of the respective quarter. Overall cap for penalties over the tenure of the contract will be 10% (ten per cent.) of the contract value The onetime penalty for project initiation and transition closure shall not be subject to the limit specified above on the At-Risk Amount ( ARA ). 8.5 Service Level Penalties The Service Level Penalties has been detailed against each SLA. Please refer Annexure A Exceptions OBC shall not hold the Successful Bidder responsible for a failure to meet any Service Level if it is directly attributable to: 1. Execution of the disaster recovery plan/business continuity plan for an OBC declared disaster situation; and Page 70 of 105

71 2. Any established inability of other third party vendor or service provider of OBC, to fulfill the requirements as per the contract. Page 71 of 105

72 9 Bid - Evaluation Process 9.1 Objective of the Evaluation Process The objective of the evaluation process is to evaluate the bids to select an effective and best fit IT-MSP and EMS Tools at a competitive price. The evaluation by OBC will be undertaken by an internal committee formed by OBC. OBC may consider recommendations made by external experts/consultants on the evaluation. The decision of the committee shall be final. OBC will scrutinize the offers to determine whether they are complete, whether any errors have been made in the offer, whether required technical documentation has been furnished, whether the documents have been properly signed, and whether items are quoted as per the required format. OBC may call for any clarifications/additional particulars required, if any, on the technical/ commercial bids submitted. The bidder has to submit the clarifications/ additional particulars in writing within the specified date and time. The bidder s offer may be disqualified, if the clarifications/ additional particulars sought are not submitted within the specified date and time. OBC reserves the right to call for presentation/s, service model, on the features of the solution offered etc., from the bidders based on the technical bids submitted by them. Based upon the final technical scoring, short listing would be made of the eligible bidders for final commercial evaluation. The selection will be based on lowest commercial offer among the technically qualified bidders (L1 based evaluation). 9.2 Normalization of bids The Bank will go through a process of technical evaluation and normalization of the bids to the extent possible and feasible to ensure that bidders are more or less on the same technical ground. After the normalization process, if the Bank feels that any of the bids need to be normalized and that such normalization has a bearing on the commercial bid; the Bank may at its discretion ask all the technically shortlisted bidders to resubmit the updated technical and commercial bids once again for scrutiny. The Bank can repeat this normalization process at every stage of technical submission till the Bank is reasonably satisfied. The bidders agree that they have no reservation or objection to the normalization process and all the technically short listed bidders will, by responding to this RFP, agree to participate in the normalization process and extend their co operation to the Bank during this process. The bidders, by submitting the response to this RFP, agree to the process and conditions of the normalization process. Any non-compliance to the normalization process may result in disqualification of the concerned bidder. Bank may call for any clarifications/ additional particulars required, if any, on the technical/ commercial bids submitted. The bidder has to submit the clarifications/ additional particulars in writing within the specified date and time. The bidder s offer may be disqualified, if the clarifications/ additional particulars sought are not submitted within the specified date and time. Bank reserves the right to call for presentation(s), product walkthroughs, on the features of the solution offered etc., from the bidders based on the technical bids submitted by them. OBC also reserves the right to conduct reference site visits at the bidder s client Page 72 of 105

73 sites. Based upon the final technical scoring, short listing would be made of the eligible bidders for final commercial bidding. 9.3 Technical Evaluation Process Initially only the Technical Bids including eligibility bid will be opened and evaluated. All technical bids will be evaluated and a technical score would be arrived at. In second stage, only those bidders, who have qualified in the technical evaluation, shall be invited for commercial evaluation Preliminary Examination of Offers The Bank will scrutinize the offers to determine their completeness (including signatures from the relevant personnel), errors, omissions in the technical & commercial offers of respective bidders. The Bank plans to, at its sole discretion, waive any minor non- conformity or any minor deficiency in an offer. The Bank reserves the right for such waivers and the Bank s decision in the matter will be final Eligibility Bid Evaluation OBC shall scrutinize the Eligibility bid submitted by the bidder. A thorough examination of supporting documents to meet each eligibility criteria (section 3) shall be conducted to determine the Eligible bidders. Bidders not complying with the eligibility criteria are liable to be rejected and shall not be considered for Technical Evaluation. The bidders complying with the eligibility criteria (mentioned in section 3) in entirety shall be considered for technical evaluation Technical Bid Evaluation The Technical Proposals of only those bidders shall be evaluated who have satisfied the eligibility criteria bid. OBC may seek clarifications from the any or each bidder as a part of technical evaluation. All clarifications received by within stipulated time shall be considered for evaluation. In case a clarification is not received within the stipulated time, the respective technical parameter would be treated as non-compliant and decision to qualify the bidder shall be accordingly taken by the bidder. The proposal submitted by the bidders shall, therefore, be evaluated on the following criteria: Parameter Weightage Maximum Score Minimum Score Compliance to Bidder s Roles & 35% Responsibilities EMS Tools, Helpdesk tools and 15% Application Performance Management Tools proposed Bidder s capability and experience 20% Annexure A10 Proposed Deployment & Quality of 25% man-power Technical Presentation on Capability 5% Page 73 of 105

74 Parameter Weightage Maximum Score Minimum Score and Service Model. Total 100% Bidder should ensure that any critical noncompliance against Annexure A1-Bidder s Roles and Responsibilities may lead to disqualification Bidders scoring at-least the minimum score in the each section as mentioned in the table above and an overall score of 755 marks or more will be declared technically qualified. S. No. Technical Evaluation 1 Compliance to Bidder s Roles & Responsibilities Annexure A1 2 EMS Tools, helpdesk Tools and application performance management tools Evaluation Approach The Bidder is required to submit the compliance to Annexure A1- Bidder s Roles and Responsibilities. (Maximum Marks 350) Note: Deviations and non-conformance to requirements in the RFP shall be penalized Bidder should ensure that they score at-least 300 marks in Annexure A1-Bidder s Roles and Responsibilities and any critical noncompliance may lead to disqualification Unreasonable scope limitations which defeat the purpose of this RFP shall lead to reduction in scores or even possibility of disqualification of the bidder. This will be at the sole discretion of the Bank Compliance to Minimum Technical Specifications of EMS Tools Annexure- A2 (50 marks). Compliance to Minimum Technical Specifications of Helpdesk Tools Annexure- A2 (25 marks). Compliance to Minimum Technical Specifications of Application Performance Management Tools Annexure- A2 (25 marks) Past deployments of proposed EMS tool (Helpdesk, Server Management, Network Management, Storage Management, Database Management,Backup Management, encompassing at least any 3 of the mentioned modules) and technologies in other banks Three or more Scheduled Commercial Bank in India having more than 1000 branches - (25 Marks) Two Scheduled Commercial Bank in India having more than 1000 branches (15 Marks) One Scheduled Commercial Bank Banks in India having more than 1000 branches (10 Marks) Past deployments of proposed Application Performance Management Tools in other banks Three or more Scheduled Commercial Bank in India having more than 1000 branches - (25 Marks) Two Scheduled Commercial Bank in India having more than 1000 branches (15 Marks) Bidder is required to provide past deployment details in Annexure A10 and also share the relevant supporting document i.e. Relevant Page 74 of 105

75 S. No. Technical Evaluation Evaluation Approach Outsourcing of IT-Infrastructure Managed Services credential letters or Purchase Order with the Bank s confirmation on having executed the PO to satisfaction 3 Bidder s capability experience and Further bank may at its discretion ask for site visit for EMS & APM tools implementation sites. Unsatisfactory feedback in site visits may lead to disqualification or award of less marks. The bidder s capability and experience shall be determined on the basis of the information provided by the bidder in the bid document. Bidder shall be awarded marks for the depth and coverage of experience in public sector or commercial sector banks preferably in India. Experience in providing IT infrastructure management services for any CBS (similar to the scope of this RFP) and L1 & L2 Support for Finacle CBS & E-Banking. (Maximum 100 marks) Three Scheduled Commercial Banks in India having more than 1000 branches (100 marks) Two Scheduled Commercial Banks in India having more than 1000 branches (75 marks) One Scheduled Commercial Bank in India having more than 1000 branches (50 marks) Experience in manning a minimum FIVE seater helpdesk for IT infrastructure managed services (Maximum 50 marks) Three Scheduled Commercial Banks in India having more than 1000 branches (50 marks) Two Scheduled Commercial Banks in India having more than 1000 branches (35 marks) One Scheduled Commercial Bank in India having more than 1000 branches (20 marks) Experience in Database Management and Performance Fine tuning for Finacle (Maximum 50 marks) Three Scheduled Commercial Banks in India having more than 1000 branches (50 marks) Two Scheduled Commercial Banks in India having more than 1000 branches (35 marks) One Scheduled Commercial Bank in India having more than 1000 branches (20 marks) Bidder is required to provide details in Annexure A10 and also share the relevant supporting document i.e. Relevant credential letters or Purchase Order with the Bank s confirmation on having executed the PO to satisfaction 4 Proposed Deployment & Quality of manpower Experience of the Proposed Program Manager/Service Delivery Manager (100 marks) Should have >10 years of experience and should have experience of managing IT Infrastructure managed services (servers, storage, database, networks, backup & restore )engagements in at least three Scheduled Commercial Bank Banks in India having more than 1000 branches (100 marks) Should have >10 years of experience and should have experience of managing IT Infrastructure managed services Page 75 of 105

76 S. No. Technical Evaluation Evaluation Approach Outsourcing of IT-Infrastructure Managed Services (servers, storage, database, networks, backup & restore )engagements in at least two Scheduled Commercial Bank Banks in India having more than 1000 branches (75 marks) Should have >10 years of experience and should have experience of managing IT Infrastructure managed services (servers, storage, database, networks, backup & restore )engagements in at least one Scheduled Commercial Bank Banks in India having more than 1000 branches (50 marks) Experience of the Proposed transition manager (75 marks) should have experience of transitioning IT Infrastructure managed services (servers, storage, database, networks, backup & restore )engagements in at least three Scheduled Commercial Bank Banks in India having more than 1000 branches (75 marks) should have experience of transitioning IT Infrastructure managed services (servers, storage, database, networks, backup & restore )engagements in at least two Scheduled Commercial Bank Banks in India having more than 1000 branches (50 marks) should have experience of transitioning IT Infrastructure managed services (servers, storage, database, networks, backup & restore )engagements in at least one Scheduled Commercial Bank Banks in India having more than 1000 branches (25 marks) Compliance to Annexure A9- Proposed Resource Profile (75 Marks) 5 Technical Presentation on Capability and Service Delivery Bidder is required to submit compliance to Annexure A9-Proposed Resource Profile. The bidder should note that non-compliance to the Annexure A9 may lead to disqualification Understanding of OBC business and Operating environment (10 Marks) Demonstration of organization capability for the proposed initiative.(15 Marks) Service Model demonstration (15 Marks) Demonstration of value proposition offered in the bid which shall enable the success of the project. (10 Marks) 9.4 Commercial Bid Evaluation The commercial bid of only those bidders shall be opened who have been technically qualified on the basis of the technical proposal. The bidder with the lowest commercial bid based on commercial submitted will be declared as Successful L1 Bidder and shall be considered for award of the contract Commercial Bid Evaluation Considerations Commercial bid valuation shall be considered as below in case of any kind of discrepancy: Page 76 of 105

77 1. If there is a discrepancy between words and figures, the amount in words shall prevail 2. If there is a discrepancy between percentage and amount, the amount calculated as per the stipulated percentage basis shall prevail 3. Where there is a discrepancy between the unit rate and the line item total resulting from multiplying the unit rate by the quantity, the unit rate will govern unless, in the opinion of bank, there is an obvious error such as a misplacement of a decimal point, in which case the line item total will prevail 4. Where there is a discrepancy between the amount mentioned in the bid and the line item total present in the schedule of prices, the amount obtained on totalling the line items in the Bill of Materials will prevail 5. The amount stated in the correction form, adjusted in accordance with the above procedure, shall be considered as binding, unless it causes the overall price to rise, in which case the bid price shall prevail 6. If there is a discrepancy in the total, the correct total shall be arrived at by bank 7. In case the bidder does not accept the correction of the errors as stated above, the bid shall be rejected. 8. At the sole discretion and determination of the bank, the bank may add any other relevant criteria for evaluating the proposals received in response to this RFP. 9. Bank may, at its sole discretion, decide to seek more information from the respondents in order to normalize the bids. However, respondents will be notified separately, if such normalization exercise as part of the technical evaluation is resorted to. 10. All liability related to non-compliance of this minimum wages requirement and any other law will be responsibility of the bidder. 11. The highest technical bidder shall not automatically qualify for becoming selected bidder and for award of contract by the bank. 12. The bank shall not incur any liability to the affected bidder on account of such rejection. 13. The bidder whose technical and commercial bid is accepted will be referred to as Selected Bidder and the bank will notify the same to the selected bidder. 14. The final decision on the successful bidder will be taken by the bank. The implementation of the project will commence upon signing of a contract between the Bank and the selected bidder based on the evaluation. 15. If for some reason, negotiations with the successful bidder fail to result in an agreement within a specified timeline, the bank reserves the right to award the contract to the next most eligible bidder based on the evaluation scores and commercial prices quoted. Page 77 of 105

78 10 Terms and Conditions 10.1 General Terms and Conditions The following are the general terms and conditions proposed to be included in the Contract. The Bank reserves the right to add, delete, modify or alter all or any of these terms and conditions in any manner, as deemed necessary before signing the final agreement. The bidder, selected for the project, will have to enter into a contract agreement directly with the Bank. The contract agreement will contain various terms and conditions relating to payment, delivery, installation and operationalization, training, commissioning and acceptance, support during periods of warranty and maintenance, penalty due to delay in performance etc. All the diagrams, drawings, specifications and other related literature and information, provided by the bidder for the solution and agreed to by Bank, will also form part of the agreement. The Successful Bidder must initiate work on the project on the very day after signing of the contract. The bidder at his own expense will register the contract agreement by paying the appropriate stamp duty. The first page of the contract agreement shall be on a stamp paper of appropriate value. The original bill/invoice for the services rendered must be furnished along with the prices thereof, per the terms and conditions contained in this document. Payment shall be made on the actual procurement. The Successful Bidder and the team shall abide by the ISMS framework (ISO 27001:2005) of the Bank which includes Incident Management, Change Management, Capacity Management, Configuration Management etc Application These conditions shall apply to the selection of an IT-infrastructure Managed Service Provider initiated by the Bank. For the purpose of the Purchase Agreement as well as for the purpose of the Tender Document, the purchaser is: Department of Information Technology Oriental Bank of Commerce, Department of Information Technology, Plot No.5, Institutional Area, Sec.32, Gurgaon, Haryana Standards The services and other materials including all deliverables and reports under the contract shall conform to the standards mentioned in this RFP as well as the Technical Bid submitted by the bidder and/or agreed between Bank and the bidder, and when no applicable standard is mentioned, the services / products / deliverables shall be supplied under the authoritative and appropriate international standards of such services / products / deliverables and such standards shall be the latest issued by the concerned institution/s. Page 78 of 105

79 10.4 Governing Language All correspondences and other documents pertaining to the contract shall be in English 10.5 Applicable Law The Contract shall be governed and interpreted in accordance with laws in India Notice Any notice given by one party to the other pursuant to the contract shall be sent to the other party (per the address mentioned in the contract) in writing either by hand delivery or by registered post or by courier and shall be deemed to be complete only on obtaining acknowledgment thereof; or by telegram or by telex or by facsimile or by other electronic media and in which case, the notice will be complete only on confirmation of receipt by the receiver. A notice shall be effective when delivered or on the notice s effective date, whichever is later Right to Alter Quantities Bank reserves the right to alter the requirements specified in the RFP. The Bank also reserves the right to delete one or more items from the list of items specified in the RFP. The Bank will inform all bidders about changes, if any. The bidder agrees that Bank has no limit on the additions or deletions on the items for the period of the contract. Further the bidder agrees that the prices quoted by the bidder would be adjusted on prorate basis with such additions or deletions in quantities Contract Agreements Any change made in any clause of the contract which shall modify the purview of the contract within the validity and currency of the contract shall be deemed as an amendment. Such an amendment can and will be made and be deemed legal only when the parties to the contract provide their written consent about the amendment, subsequent to which the amendment is duly signed by the parties and shall be construed as part of the contract. The details of the procedure for amendment shall be as specified in the contract Use of Contract Documents and Execution The bidder shall not, without Bank s prior written consent, disclose the Contract or any provision thereof, or any specification or information furnished by or on behalf of Bank in connection therewith, to any person other than a person employed by the bidder in the performance of the Contract. Disclosure to any such employed person shall be made in confidence against Non-disclosure agreements completed prior to disclosure and disclosure shall extend only so far as may be necessary for the purposes of such performance. Any document, other than the Contract itself, shall remain the property of Bank and all copies thereof shall be returned to Bank on termination of the Contract. The bidder shall not, without Bank s prior written consent, make use of any document or information above except for the purposes of performing the Contract. Page 79 of 105

80 10.10 Indemnity The bidder shall, at its own cost and expenses, defend and indemnify the Bank against all third-party claims including those of the infringement of Intellectual Property Rights, including patent, trademark, copyright, trade secret or industrial design rights, arising from the performance of the contract. The bidder shall expeditiously meet any such claims and shall have full rights to defend itself therefrom. If the Bank is required to pay compensation to a third party resulting from such infringement, the Bidder will bear all expenses including legal fees. Bank will give notice to the bidder of any such claim and shall provide reasonable assistance to the bidder in disposing of the claim. The bidder shall also be liable to indemnify the Bank, at its own cost and expenses, against all losses / damages, which Bank may suffer on account of violation by the bidder of any or all national / international trade laws, norms, standards, procedures etc. This liability shall not ensue if such losses / damages are caused due to gross negligence or wilful misconduct by the Bank or its employees Cancellation of Contract and Compensation The Bank reserves the right to cancel the contract of the selected bidder and recover expenditure incurred by the Bank on the following circumstances: 1. The selected bidder commits a breach of any of the terms and conditions of the contract. 2. The bidder goes into liquidation voluntarily or otherwise. 3. An attachment is levied or continues to be levied for 7 days upon effects of the bid. 4. The progress regarding execution of the contract by the bidder is unsatisfactory. 5. Deduction on account of liquidated damages exceeds 10% of the total contract price. After the award of the contract, if the selected bidder does not perform satisfactorily or delays execution of the contract, the bank may give a 30 days cure period. Thereafter, if the selected bidder does not perform satisfactorily or delays execution of the contract, the Bank reserves the right to get the balance contract executed by another party of its choice. In this event, the selected bidder is bound to make good the additional expenditure, which the Bank may have to incur to carry out the bidding process for the execution of the balance of the contract. This clause is applicable if for any reason the contract is cancelled. The Bank reserves the right to recover any dues payable by the selected bidder from any amount outstanding to the credit of the selected bidder, including the pending bills and/or invoking Bank Guarantee, if any, under this contract or any other contract/order Earnest Money Deposit Prospective bidders are required to submit Bank Guarantee drawn in favor of Oriental Bank of Commerce payable at Gurgaon, towards earnest money deposit (EMD) of `50,00,000 (Rupees Fifty lakhs only). The Bank may accept bank guarantee in lieu of EMD for an equivalent amount valid for 210 days from the last date of bid submission and issued by any scheduled commercial bank acceptable to the Bank. The Bank will not pay any interest on the EMD. Page 80 of 105

81 In case of a Bank Guarantee from a bank other than an Indian Public Sector Bank, prior permission of the Bank is essential. The format of Bank Guarantee is enclosed in Form 1 Performa for Bank Guarantee for Earnest Money Deposit. The EMD made by the bidder will be forfeited if: 1. The bidder withdraws his tender before processing of the same. 2. The bidder withdraws his tender after processing but before acceptance of the PO issued by Bank. 3. The selected bidder withdraws his tender before furnishing an unconditional and irrevocable Performance Bank Guarantee. 4. The bidder violates any of the provisions of the terms and conditions of this tender specification. The EMD will be refunded to: 1. The Successful Bidder, only after furnishing an unconditional and irrevocable Performance Bank Guarantee (PBG) for 10% of the total project cost for 5 years and valid for 66 months including claim period of 6 (six) months, validity starting from its date of issuance. The PBG shall be submitted within 15 days of the PO issued from the Bank. 2. The Unsuccessful Bidder, only after acceptance of the PO by the selected bidder Performance Bank Guarantee 1. As mentioned above, the Successful Bidder will furnish an unconditional and irrevocable Performance Bank Guarantee (PBG) for 10% of the total project cost for 5 years and valid for 66 months including claim period of 6 (six) months, validity starting from its date of issuance. The PBG shall be submitted within 15 days of the PO from the Bank. 2. The PBG shall be denominated in Indian Rupees. All charges whatsoever such as premium; commission etc. with respect to the PBG shall be borne by the Successful Bidder. 3. The PBG so applicable must be duly accompanied by a forwarding letter issued by the issuing bank on the printed letterhead of the issuing bank. Such forwarding letter shall state that the PBG has been signed by the lawfully constituted authority legally competent to sign and execute such legal instruments. The executor (BG issuing Bank Authorities) is required to mention the Power of Attorney number and date of execution in his / her favor with authorization to sign the documents. 4. Each page of the PBG must bear the signature and seal of the BG issuing Bank and PBG number. 5. In the event of the Successful Bidder being unable to service the contract for whatever reason, Bank may provide a cure period of 30 days and thereafter invoke the PBG, if the bidder is unable to service the contract for whatever reason 6. In the event of delays by Successful Bidder in implementation of project beyond the schedules given in the RFP, the Bank may provide a cure period of 30 days and thereafter invoke the PBG, if required. 7. Notwithstanding and without prejudice to any rights whatsoever of the Bank under the contract in the matter, the proceeds of the PBG shall be payable to Bank as compensation by the Successful Bidder for its failure to complete its obligations under the contract. Bank shall notify the Successful Bidder in writing of the exercise of its right to receive such compensation within 14 days, indicating the contractual obligation(s) for which the Successful Bidder is in default. 8. The Bank shall also be entitled to make recoveries from the Successful Bidder's bills, Performance Bank Guarantee, or any other amount due to him, the equivalent value of Page 81 of 105

82 any payment made to him by the bank due to inadvertence, error, collusion, misconstruction or misstatement. 9. The PBG may be discharged / returned by Bank upon being satisfied that there has been due performance of the obligations of the Successful Bidder under the contract. However, no interest shall be payable on the PBG Resolution of Disputes The bids and any contract resulting therefrom shall be governed by and construed according to Indian laws. All dispute or differences whatsoever arising between the selected bidder and Bank out of or in relation to the construction, meaning and operation or effect of the Contract, with the selected bidder, or breach thereof shall be settled amicably. If, however, the parties are not able to resolve any dispute or difference aforementioned amicably, after issuance of 30 days notice in writing to the other, clearly mentioning the nature of the dispute / differences, to a single arbitrator, acceptable to both the parties, for initiation of arbitration proceedings and settlement of the dispute/s and difference/s strictly under the terms and conditions of the purchase contract, executed between Bank and the bidder. In case the decision about the sole arbitrator is not acceptable to either party, the disputes / differences shall be referred to joint arbitrators with one arbitrator to be nominated by each party and the arbitrators shall also appoint a presiding arbitrator before the commencement of the arbitration proceedings. The arbitration shall be governed by the provisions of the Rules of Arbitration of the Indian Council of Arbitration under the exclusive jurisdiction of the courts at Delhi, India. The award shall be final and binding on both the parties and shall apply to the purchase contract. Work under the Contract shall be continued by the selected bidder during the arbitration proceedings unless otherwise directed in writing by Bank unless the matter is such that the work cannot possibly be continued until the decision of the arbitrator, as the case may be, is obtained and save as those which are otherwise explicitly provided in the Contract, no payment due or payable by Bank, to the bidder shall be withheld on account of the ongoing arbitration proceedings, if any, unless it is the subject matter or one of the subject matters thereof. The venue of the arbitration shall be at Delhi, India under the exclusive jurisdiction of courts in Delhi Delay s in Bidder s Performance The bidder must strictly adhere to the implementation schedule, as specified in the purchase contract, executed between the Parties for performance of the obligations, arising out of the purchase contract and any delay in completion of the obligations by the bidder will enable Bank to resort to any or all of the following: 1. Claiming Liquidated Damages 2. Termination of the purchase agreement fully or partly and claim liquidated damages. 3. Forfeiting of Earnest Money Deposit / Invoking EMD Bank Guarantee Liquidated Damages The Bank will consider the inability of the bidder to deliver services or install the equipment within the specified time limit as a breach of contract and would entail the payment of Page 82 of 105

83 Liquidated Damages on the part of the bidder. The liquidated damages represent an estimate of the loss or damage that the Bank may have suffered due to delay in performance of the obligations (relating to delivery, installation, operationalization, implementation, training, acceptance, warranty, maintenance etc. of the proposed solution/services) by the bidder. Installation will be treated as incomplete in one / all of the following situations: 1. Non-delivery of any component or other services mentioned in the order 2. Non-delivery of supporting documentation 3. Delivery / availability, but no installation of the components and/or software 4. No integration 5. Non Completion of Transition within suggested timeline 6. System operational, but unsatisfactory to the Bank Bank may at its option demand and recover from the Successful Bidder(s) an amount equivalent to 1(one) percent of the undelivered portion of contract value for every week of delay or part thereof, subject to a 10% of the overall contract value. Once the maximum is reached, the Bank may consider termination of the contract. Similarly for delay in services, Bank may at its option demand and recover from the Successful Bidder(s) an amount equivalent to 1 (one) percent of the incomplete portion of services for every week of delay or part thereof. Further, the Bank also reserves the right to cancel the order and invoke the Bank Guarantee/Performance Guarantees in case of inordinate delays in the delivery/ installation of the equipment. Bank may provide a cure period of 30 days and thereafter foreclose the bank guarantee without any notice. In the event of Bank agreeing to extend the date of delivery at the request of Successful Bidder(s), it is a condition precedent that the validity of Bank guarantee shall be extended by further period as required by Bank before the expiry of the original bank guarantee. Failure to do so will be treated as breach of contract. In such an event Bank, however, reserves its right to foreclose the bank guarantee Force Majeure The bidder shall not be liable for forfeiture of its performance security, liquidated damages or termination for default, if any to the extent that its delay in performance or other failure to perform its obligations under the contract is the result of an event of Force Majeure. For purposes of this Clause, Force Majeure means an event explicitly beyond the control of the bidder and not involving the bidder s fault or negligence and not foreseeable. Such events may include Acts of God or of public enemy, acts of Government of India in their sovereign capacity and war. If a Force Majeure situation arises, the bidder shall promptly notify the Bank in writing of such conditions and the cause thereof within fifteen calendar days. Unless otherwise directed by the Bank in writing, the bidder shall continue to perform his obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event. The Bidder shall promptly notify the bank in writing on cessation of Force Majeure. In such a case the time for performance shall be extended by a period(s) not less than the duration of such delay. If the duration of delay continues beyond a period of three months, the Bank and the bidder shall hold discussions in an endeavor to find a solution to the Page 83 of 105

84 problem. Notwithstanding the above, the decision of the Bank shall be final and binding on the bidder Audits Bank can conduct any third party inspection / audit for any phase. The bidder must make all necessary changes as mentioned by the results of these audits. Bank will incur the cost of appointment of a third party for audit. The bidder must ensure that the findings of the audit are successfully closed by the bidder within a mutually agreed timeline. The Successful Bidder(s) shall allow the Bank, it s authorized Personnel, its auditors (internal and external) and/or other statutory authorities, and unrestricted right to inspect and audit the operations and records directly related to the services. The Cost & Accounting Records will be out of scope for the purpose of audit conducted by the bank. If the Successful Bidder(s) is outsourcing any portion of the above activity, it will be the responsibility of the Successful Bidder(s) to ensure that the authorities/officials as mentioned above are allowed access to the places, systems, processes, records (expect Cost & Accounting Records) etc. of the activity, for inspection and verification. The Successful Bidder(s) shall keep complete and accurate records of all the operations in connection with the activities, per prevalent best practices in the industry. All books, records (except Cost & Accounting Records) and information relevant to the services shall be preserved in isolation and be presented to the Bank or its designees for inspection as and when demanded. The Successful Bidder(s) should recognize the right of Reserve Bank of India (RBI) to cause an inspection to be made of the Successful Bidder(s) / service provider and its books and accounts by one or more of its officers or employees or other designated person Prices The prices shall be quoted in Indian Rupees (INR) only upto 2 decimal places and shall not have any effect from variations / fluctuations of any other currency. The price charged by the bidder for the services performed to fulfill the scope of this RFP shall not vary from the contracted prices and shall remain valid for the contract period. No adjustment of the contract price shall be made on account of variation of costs of labor and materials or any other cost component affecting the total cost in fulfilling the obligations under the contract. The Contract price shall be the only payment, payable by the Purchaser to the bidder for completion of the contractual obligations by the bidder under the Contract, subject to the terms of payment specified in the Contract. The prices, once offered, must remain firm and must not be subject to escalation for any reason within the period of validity. The price would be inclusive of all applicable taxes under the Indian law like customs duty, excise duty, import taxes, freight, forwarding, insurance, delivery, etc. exclusive of only applicable Service Tax, VAT and Octroi / Entry Tax / equivalent local authority cess, which shall be paid / reimbursed on actual basis on production of bills. Any increase in these taxes will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank The entire benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be passed on to Bank. Page 84 of 105

85 10.20 Excise Duty The Excise/ Customs duty will, however, have to be mentioned separately in the invoice and the Bank may set off the applicable excise / customs duty against duty-free credit scripts for which bank is eligible under Chapter 3 of foreign trade policy Professional Fees / Charges If any of the items / activities as mentioned in the price bid and as mentioned in Form 13 are not taken up by the Bank during the course of this assignment, the Bank will not pay the professional fees / charges quoted by the bidder in the Price Bid against such activity / item. The Bank shall pay the professional fees, only on actual basis, for which services have been availed in the contract period Expenses and Taxes The prices shall be quoted in Indian Rupees (INR) only upto 2 decimal places and shall not have any effect from variations / fluctuations of any other currency. The price charged by the bidder for the services performed to fulfill the scope of this RFP shall not vary from the contracted prices and shall remain valid for the contract period. No adjustment of the contract price shall be made on account of variation of costs of labor and materials or any other cost component affecting the total cost in fulfilling the obligations under the contract. The Contract price shall be the only payment, payable by the Purchaser to the bidder for completion of the contractual obligations by the bidder under the Contract, subject to the terms of payment specified in the Contract. The prices, once offered, must remain firm and must not be subject to escalation for any reason within the period of validity. The price would be inclusive of all applicable taxes under the Indian law like customs duty, excise duty, import taxes, freight, forwarding, insurance, delivery, etc. but exclusive of only applicable Service Tax, VAT and Octroi / Entry Tax / equivalent local authority cess, which shall be paid / reimbursed on actual basis on production of bills. Any increase in these taxes will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank. The entire benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be passed on to Bank. The price quoted by the bidder should not change due to exchange rate fluctuations, inflation, market conditions, increase in custom duty or excise tax. The bank will not pay any out of pocket expense Non-negotiability on RFP Bank is not responsible for any assumptions or judgments made by the bidders for arriving at any type of sizing or costing. Bank at all times will benchmark the performance of the bidder to the RFP documents circulated to the bidders and the expected service levels as mentioned in these documents. In the event of any deviations from the requirements of these documents, the Bidder must make the same available at no extra costs to Bank, in order to achieve the desired service levels as well as meet the requirements of these documents. Page 85 of 105

86 All terms and conditions, payments schedules, time frame for implementation, and expected service levels per this tender will remain unchanged unless explicitly communicated by the Bank in writing to the bidder. The bidder shall at no point be entitled to excuse themselves from any claims by Bank whatsoever for their deviations in conforming to the terms and conditions, payments schedules, expected service levels, time frame for implementation etc. as mentioned in this RFP. The bidders shall adhere to the terms of this RFP and shall not deviate from the same Assignment Neither the contract nor any rights granted under the contract may be sold, leased, assigned, or otherwise transferred, in whole or in part, by the bidder, and any such attempted sale, lease, assignment or otherwise transfer shall be void and of no effect without the advance written consent of the Bank Subcontracting The bidder shall not subcontract or permit anyone other than its personnel to perform any of the work, service or other performance required of the bidder under the contract without the prior written consent of the Bank. All the resources deployed by the bidder should be on the bidder s payroll Limitation of Liability The aggregate liability of bidder in connection with this Agreement, the services provided by bidder for the specific scope of work document, regardless of the form or nature of the action giving rise to such liability (whether in contract, tort or otherwise) and including any and all liability shall be limited to the overall contract value for 5 years (extendable for 2 years basis annual renewal solely on bank s discretion) Contract Period The contract period for providing IT Infrastructure Managed Services from the date of issuance of the PO, and will be valid for 5 years (extendable for 2 years on basis annual renewal on mutually agreed terms & conditions and cost). The Successful Bidder needs to execute a comprehensive, definitive Service Level Agreement (SLA) with the Bank covering all terms and conditions of this RFP. SLA will cover performance and availability of the solution deployed. The performance of the Successful Bidder shall be reviewed every quarter and the Bank reserves the right to terminate the contract at its sole discretion by giving three months notice without assigning any reasons. Any offer falling short of the contract validity period is liable for rejection. Further Bank reserves the right to renew the contract after the expiry of the initial term extendable for 2 years on basis annual renewal on mutually agreed terms & conditions and cost The Bank will enter into an agreement with Successful Bidder for the duration of the project. The Bank reserves the right to terminate the contract, if the assignment is not proceeding in accordance with the terms of contract by issuing a notice of three months. 1. Contract Continuity- The contract shall terminate only on explicit correspondence to that effect. Until that time, Successful Bidder shall continue to provide the service at the contracted price per the agreement. As and when the Bank decides to outsource the IT Page 86 of 105

87 Infrastructure Managed Services to other vendor or change the current business model / vendor, Successful Bidder has to coordinate for transition to the Bank s new model without causing disruption of the current Services at no extra cost to the Bank. The transition out phase and the support required from Successful Bidder shall be communicated to Successful Bidder six months before the transition starts. Bank shall reserve right to revise the transition period. During transition period Successful Bidder shall at least, but not limited to, provide support in terms of transition of assets and data, training and knowledge transfer and any other type of support during the defined transition period. 2. In event of bidder insolvency, contract termination, and any other Force Majeure conditions, Successful Bidder shall continue to provide the service without causing disruption of the services to customers of the Bank at no extra cost to the Bank. 3. Successful bidder agrees to ensure that all the items / products used for delivering services to the Bank including all components are new and are using state of the art technology. Successful bidder shall provide such proof of the new equipment (e.g. Copy of invoice etc.) to the Bank. In case of software supplied with the system, Successful Bidder shall ensure that the same is licensed and legally obtained with valid documentation made available to the Bank. Successful bidder shall indemnify, protect and save the Bank against all claims, losses, costs, damages, expenses, action, suits and other proceedings, resulting from infringement of any patent, trademarks, copyrights etc. or such other statutory infringements under the Copyrights Act, 1957 or IT Act 2008 or any Act in force at that time in respect of all the hardware, software and network equipment or other systems supplied by bidder to the Bank from any source. 4. At all times during Transition / maintenance / business-as-usual running, selected bidder needs to adhere to Banks required compliances vis-à-vis security, confidentiality, integrity and availability and also any RBI guidelines on the same. 5. Vendor shall at least, but not limited to, provide support in terms of transition of assets and data, training and knowledge transfer and any other support during the defined transition period. There shall be no escalation of cost during the transition period Delays in Design, Implementation and Performance Guarantee The bidder must strictly adhere to the project timeline schedule, for each assignment for performance of the obligations arising out of the contract and any delay will enable the Bank to resort to any or all of the following at sole discretion of the Bank. 1. Claiming Liquidated Damages 2. Termination of the agreement fully or partly In addition to the termination of the agreement, the Bank reserves the right to appropriate the damages by invoking the performance guarantee Publicity Any publicity by the bidder in which the name of the Bank is to be used should be done only with the explicit written permission of the Bank Privacy and Security Safeguards The Successful Bidder shall not publish or disclose in any manner, without the Bank's prior written consent, the details of any security safeguards designed, developed, or implemented by the Successful Bidder under this contract or existing at any Bank location. The Successful Page 87 of 105

88 Bidder shall develop procedures and implementation plans to ensure that IT resources leaving the control of the assigned user (such as being reassigned, removed for repair, replaced, or upgraded) are cleared of all Bank data and sensitive application software. The Successful Bidder shall also ensure that all its employees and associated staff who are involved in providing such security safeguards or part of it shall not publish or disclose in any manner, without the Bank's prior written consent, the details of any security safeguards designed, developed, or implemented by the Successful Bidder under this contract Confidentiality This document contains information confidential and proprietary to the Bank. Additionally, the bidder will be exposed by virtue of the contracted activities to internal business information of the Bank, affiliates, and/or business partners. Disclosure of receipt of any part of the aforementioned information to parties not directly involved in providing the services requested could result in the disqualification of the bidder, premature termination of the contract, or legal action against the bidder for breach of trust. The information provided / which will be provided is solely for the purpose of undertaking the services effectively. No news release, public announcement, or any other reference to this RFP or any program there under shall be made without written consent of Bank. Reproduction of this RFP, by photographic, electronic, or other means is strictly prohibited Adherence to Terms and Conditions The bidders who wish to submit responses to this RFP should abide by all the terms and conditions contained in the RFP. If the responses contain any extraneous conditions put in by the respondents, such responses may be disqualified and may not be considered for the selection process Execution of SLA / NDA The bidder and Bank should execute (a) Service Level Agreement, which would include all the service and terms and conditions of the services to be extended as detailed herein and as may be prescribed by the Bank and (b) Non-disclosure Agreement. The bidder should execute the SLA and NDA within one month from the date of acceptance of the Purchase Order. The NDA format is enclosed as Form 10 - NDA Format Successful Bidder s Personnel The Successful Bidder will agree, acknowledge and covenant that: 1. The personnel to be employed by the successful Bidder for carrying out the Works have and will continue to use all the skill, care and diligence reasonably to be expected of such suitably qualified and experienced personnel having regard to the value, scale, character and quality of the Works; 2. The personnel employed shall have the necessary qualifications and skill-sets as agreed to by OBC; 3. The Successful Bidder shall have necessary stand-by arrangements available in case of absence of personnel for leave or any other reason; Page 88 of 105

89 4. In case of services of an existing employee of the Successful Bidder are withdrawn / terminated by the Successful Bidder, sufficient notice has to be given to OBC and a replacement of equivalent qualification should be deployed; and 5. OBC shall have the right to require the Successful Bidder to remove any of their personnel for misconduct or any other reason specified by OBC Other Terms and Conditions Bank reserves the right to:- 1. Reject any and all responses received in response to the RFP 2. Waive or change any formalities, irregularities, or inconsistencies in proposal format delivery 3. Negotiate any aspect of the proposal with any bidder and negotiate with more than one bidder at one time 4. Extend the time for submission of all proposals 5. Select the most responsive bidder (in case no bidder satisfies the eligibility criteria in totality) 6. Select the next most responsive bidder if negotiations with the bidder of choice fail to result in an agreement within a specified time frame. 7. Share the information / clarifications provided in response to the RFP by any bidder, with any other bidder(s) / others, in any form. 8. Cancel the RFP at any stage 9. Interview the personnel being deployed on the project 10. Conduct site visits of bidders related to proposed solution and facilities. 11. Take presentations on proposed solution of the bidders Substitute of Project Team Members During the assignment, the substitution of key staff identified for the assignment will not be allowed unless such substitution becomes unavoidable to overcome delay in implementation or is critical to meet the obligation. In such circumstances, the bidder can do so only with the concurrence of the Bank by providing other staff of the same level of qualifications and expertise Professionalism The bidder should provide professional, objective and impartial advice at all times and hold the Bank s interests paramount. It should observe the highest standard of ethics while executing the assignment Integrity Pact To ensure transparency, equity, and competitiveness and in compliance with the CVC guidelines, this tender shall be covered under the Integrity Pact (IP) policy of the bank. The pact essentially envisages an agreement between the prospective bidders/vendors and the bank committing the persons/officials of both the parties, not to exercise any corrupt influence on any aspect of the contract. The format of the agreement is enclosed in Form 14. Signing of the IP with the bank would be one of the preliminary qualification for further evaluation. In other words, entering into this pact would be one of the preliminary Page 89 of 105

90 qualification for this tender and the pact shall be effective from the stage of invitation of bids till the complete execution of the contract. Any vendor/bidder not signed the document or refusing to sign shall be disqualified in the bidding process The Integrity Pact envisages a panel of Independent External Monitors (IEMs) to review independently and objectively, whether and to what extent parties have complied with their obligation under the pact. The IEM has the right to access to all the project document. Shri.. Shall be acting as the IEM for this contract/tender. However, Bank at its sole discretion reserves the right to change/name another IEM, which shall be notified latter Adherence to Laws and Standards The bidder should adhere to laws of land and rules, regulations and guidelines prescribed by various regulatory, statutory and Government authorities. Bidder must ensure that the EMS solution & IT-infrastructure managed services are compliant to all existing regulatory guidelines of GOI / RBI and also adheres to requirements of the IT Act 2000 (including amendments in IT Act 2008) and Payment and Settlement Systems Act 2007 and amendments thereof. The bidder must submit a self-declaration to this effect. The Bank reserves the right to conduct an audit / ongoing audit of the services provided by the bidder. The Bank reserves the right to ascertain information from the banks and other institutions to which the bidders have rendered their services for execution of similar projects Authorized Signatory The selected bidder shall indicate the authorized signatories who can discuss and correspond with the Bank, with regard to the obligations under the contract. Requisite power of attorney/ board resolution authorizing the signatories of the bid to respond to this RFP must be submitted along with the bid. The selected bidder shall submit at the time of signing the contract, a certified copy of the extract of the resolution of its Board, authenticated by Bank Secretary, authorizing an official or officials of the Bank or a Power of Attorney copy to discuss or sign agreements/ contracts with the Bank. The bidder shall furnish proof of signature identification for above purposes as required by the Bank Applicable laws and jurisdictions The Contract with the selected bidder shall be governed in accordance with the laws of India for the time being enforced and will be subject to the exclusive jurisdiction of Courts at Delhi (with the exclusion of all other Courts) Collusive Conduct Bidders and their officers, employees, agents and advisers must not engage in any collusion, anti competitive conduct or any other similar conduct with any other bidder or any other person in relation to the preparation or lodging of responses. By submitting a signed proposal, the bidder certifies that: 1. It has arrived at the prices in its proposal without agreement or discussion with any other bidder of this RFP for the purpose of restricting competition. Page 90 of 105

91 2. The prices in the proposal have not been disclosed and will not be disclosed to any other bidder of this RFP. 3. No attempt by the bidder to induce any other bidder to submit or not submit a proposal for restricting competition has occurred Unlawful inducements A bidder and its respective officers, employees, agents or advisers must not have violated and must not violate any applicable laws regarding the offering of inducements in connection with the preparation of their response. Bidders and their representatives must not directly or indirectly attempt to unduly influence the outcome of the RFP process Conflict of Interest The bidder shall disclose to the Bank in writing all actual and potential conflicts of interest that exist, arise or may arise (either for the bidder or the bidder s team) in the course of performing the Service(s) as soon as practical after it becomes aware of that conflict Exit Management The bidder shall promptly on the commencement of the exit management period supply to the Bank or its nominated vendors the following: 1. Information relating to the current services rendered 2. Documentation relating to Intellectual Property Rights The bidder shall provide uninterrupted services on existing terms till an alternate solution is available. Before the expiry of the exit management period, the current vendor shall deliver to the Bank or its nominated vendor all new or updated materials from the categories set out in point (1) above, and shall not retain any copies thereof, except that the current vendor shall be permitted to retain one copy of such materials for archival purposes only. Transfer of Agreements On request by the Bank or its nominated vendor, the current vendor shall effect such assignments, transfers, innovations, licenses and sub-licenses in favor of the Bank or its nominated vendor, in relation to any equipment lease, maintenance or service provision agreement between existing vendor and nominated vendor, and which are related to the services and reasonably necessary for the carrying out of replacement services. The Bank and its appointed nominees shall have the Right of Access to premises where the assets are hosted or from where services are being provisioned Project Timelines The Bidder is required to adhere to the project timelines mentioned below: Onboarding of Resources The Project & Team leads should be mobilized and on-boarded within 1 month from the release of PO by the bank. Page 91 of 105

92 The project team should be mobilized and on-boarded within 2 months from the release of PO by the bank Pilot Tools Implementation The bank will provide the required hardware & software for the implementation of tools within 1 month from release of PO by the bank. All proposed tools should be deployed at DC and 80% of the SLA reports mentioned in Annexure A5 generated within 4 months of release of PO by the bank Tools Implementation and sign off All proposed tools should be deployed at DC and 100% of the SLA reports mentioned in Annexure A5 generated within 5 months of release of PO by the bank. The proposed tools should be deployed at DR within 6 months of release of PO by the bank Transition Period Transition should be completed within 4 months of release of PO by the bank Ongoing Operations IT-MSP will provide support as per the scope of the RFP till the tenure of the contract S.no Milestones Activity Calendar Months On boarding of Project & Team Leads On boarding of Project Team Pilot Tools Implementation Tools Implementation Sign off at DC The Project & Team leads should be mobilized and on-boarded within 1 month from the release of PO by the bank. The project team should be mobilized and on-boarded within 2 months from the release of PO by the bank. All proposed tools should be deployed at DC and 80% of the SLA reports mentioned in Annexure A5 generated within 4 months of release of PO by the bank. All proposed tools should be deployed at DC and 100% of the SLA reports mentioned in Annexure A5 generated within 5 months of release of PO by the bank n. Page 92 of 105

93 S.no Milestones Activity Calendar Months 4 Tools Implementation Sign off at DR 5 Transition 6 Ongoing Operations The proposed tools should be deployed at DR within 6 months of release of PO by the bank. Transition should be completed within 4months of release of PO by the bank. The Bidder will provide the ongoing operations support till the tenure of the contract n. The Bidder should note that the installation of tools must not impact the functioning of the Bank s existing solutions Payment Terms The commercial bid submitted by the Bidder must be in conformity with the payment terms proposed. Any deviation from the proposed payment terms would not be accepted. In case of delays or defaults on the part of the Bidder, the Bank shall have the right to withhold payment of the effected product and/or service due to the Bidder or withhold the payment of the disputed amount, Such withholding of payment shall not amount to a default on the part of the Bank. The scope of work is divided in different areas and the payment would be linked to delivery, acceptance and signoff by the respective Bank official of each area as explained below with reference to the Form 13 (Bill of materials). The component wise payment will be as mentioned below: Application Management Services 1. The annual amount to be paid towards application management services cost would be divided into 4 equal instalments, to be paid quarterly at the end of each quarter. The first quarter would begin after successful completion of the transition. 2. Quarterly pay-outs for ongoing Services will be made to successful bidder on the basis of resources and corresponding invoice raised for each quarter, adjusting the applicable penalties (as mentioned in Annexure A4). 3. The bidder is required to provision resources in the Form 13- Bill of Material. If in future, the bidder requires more resources, than mentioned in the bill of material, to manage the same scope of work for the mentioned applications or to adhere to the SLAs, then the bidder will provide the resources at no additional cost to the bank. 4. Any addition/reduction in the resources will be on pro-rata basis arrived from the existing Bill of Material- Application Management Services cost. 5. Bidder should factor all costs including on-site deployment, Project Management, SLA adherence etc. while quoting in the Commercial Bill of Material. Page 93 of 105

94 IT Infra Managed Services 1. The annual amount to be paid towards managed services cost would be divided into 4 equal instalments, to be paid quarterly at the end of each quarter. The first quarter would begin after successful completion of the transition. 2. Quarterly pay-outs for ongoing Services will be made to successful bidder on the basis of asset count, resources and corresponding invoice raised for each quarter, adjusting the applicable penalties(as mentioned in Annexure A4). 3. The bidder is required to provision resources in the Form 13- Bill of Material for the current quantity of infrastructure mentioned Annexure A3- Inventory Details. If, in future, the bidder requires more resources, than mentioned in the bill of material, to manage the same quantity of Infrastructure then the bidder will provide the resources at no additional cost to the bank. 4. Any addition/reduction in the infrastructure quantities will be on pro-rata basis arrived from the existing Bill of Material- IT Infra Managed Services cost. 5. Bidder is expected to proxy all the services cost (as mentioned in scope of work e.g. database management, server management, storage management, helpdesk management, cross functional services etc.) in the Bill of Material (Refer Form 13). 6. Bidder should factor all costs including on-site deployment, Project Management, SLA adherence etc. while quoting in the Commercial Bill of Material EMS, APM & Helpdesk Solution 1. License Cost 40% of the license cost will be paid on delivery of licenses of helpdesk, APM and EMS tools to the bank against a bank guarantee of the said amount. The bank guarantee should be valid till 3 months from the date of sign off of tools by the bank. 50% of the license cost of helpdesk, APM and EMS tools will be paid after successfully setting up of the tools and sign off by the bank 10% of the cost for helpdesk, APM and EMS licenses would be payable on completion of 3 months from the date of successful setting up of the tools and sign off by the bank Any addition/reduction in the licenses will be on pro-rata basis arrived from the existing Bill of Material- APM, Helpdesk & EMS Tools. The license cost should not include the ATS cost. 2. ATS Cost ATS cost will be paid yearly in advance 3. Implementation Cost Implementation cost will be paid after 30 days of successful implementation and sign off by the bank Page 94 of 105

95 Performance Assessments The payment linked to all items under Performance assessment would be Payable quarterly and bi-annually, as per the periodicity, in arrears for the following: 1. Quarterly Performance Analysis for systems 2. Quarterly Performance Analysis for Database 3. Half Yearly Storage Assessment Service 4. Half Yearly Storage Assessment Service ATS Payment for CBS and Internet Banking The annual amount to be paid towards ATS cost for CBS and E-banking would be paid yearly in advance. Note: 1 Also, the payments for each quarter (as applicable) will be made only after the acceptance of the milestones and relevant activities / deliverables for that quarter. Any delay in achievement of the milestones or deliverables will result in further delay of the payment. 2 The bidder recognizes that all payments to the bidder under this RFP and subsequent agreement are linked to and dependent on successful achievement and acceptance of milestones / deliverables / activities set out in the Project Plan and therefore any delay in achievement of such milestones / deliverables / activities shall automatically result in delay of such corresponding payment. 3 The bidder is required to provision resources for the current quantity of infrastructure mentioned in the Bill of Material. If, in future, the bidder requires more resources, than mentioned in the bill of material, to manage the same quantity of Infrastructure then the bidder will provide the resources at no additional cost to the bank. 4 Any addition/reduction in the infrastructure quantities will be on pro-rata basis arrived from the existing Bill of Material. 5 The price would be inclusive of all applicable taxes under the Indian law like customs duty, excise duty, import taxes, freight, forwarding, insurance, delivery, etc. but exclusive of only applicable Service Tax, VAT and Octroi / Entry Tax / equivalent local authority cess, which shall be paid / reimbursed on actual basis on production of bills. Any increase in these taxes will be paid in actuals by the bank or any new tax introduced by the government will also be paid by the bank The entire benefits / advantages, arising out of fall in prices, taxes, duties or any other reason, must be passed on to Bank. The price quoted by the bidder should not change due to exchange rate fluctuations, inflation, market conditions, increase in custom duty or excise tax. The bank will not pay any out of pocket expense. 6 Any objection / dispute to the amounts invoiced in the bill shall be raised by the Bank within reasonable time from the date of receipt of the invoice. Upon settlement of disputes with respect to any disputed invoice(s), the Bank will make payment within thirty (30) Working Days of the settlement of such disputes. All out of pocket expenses, travelling, boarding and lodging expenses for the entire Term of this RFP and subsequent agreement is included in the amounts and the bidder shall not be entitled to charge any additional costs on account of any items or services or by way of any out of pocket expenses, including travel, boarding and lodging etc. 7 All the payments becoming due during each of the quarters of the contract period will be paid at the end of the respective quarter. The first quarter will be the transition period and Page 95 of 105

96 thereafter the steady operations will start from the 2 nd quarter. Any software/license procured by the bank the same will be paid as per the milestones achieved. For existing applications, ATS will be applicable from the date of end of existing ATS with the OEMs. For Helpdesk, EMS & APM tools the ATS will be applicable from the date of Go-live of the proposed solution. Page 96 of 105

97 11 Instructions to Bidders 11.1 Bidding process 1. The bids in response to this RFP must be submitted in two parts: a. Technical Bid (TB) including Confirmation of Eligibility Criteria and b. Commercial Bid (CB). 2. The mode of submission of Confirmation of Eligibility Criteria, Technical Bid (TB) and Commercial Bid (CB) shall be both online and offline. 3. One copy each of the Technical Bid including Confirmation of Eligibility Criteria (with the EMD and RFP fee if applicable) must be submitted, giving full particulars in separate sealed envelopes at the Bank s address mentioned in the RFP, on or before the schedule given above. All envelopes should be securely sealed and stamped. The hard copy of the bid document shall be treated as final in case of any discrepancy with the soft copy. 4. Bidders are permitted to submit only one Technical Bid and relevant Commercial Bid. More than one Technical and Commercial Bid should not be submitted. 5. Receipt of the bids shall be closed as mentioned in the bid schedule. Bids received after the scheduled closing time will not be accepted by the Bank under any circumstances. 6. Earnest Money Deposit must accompany all tender offers as specified in this tender document. EMD amount / Bank Guarantee in lieu of the same should accompany the Technical Bid. 7. All Schedules, Formats, Forms and Annexures should be stamped and signed by an authorized official of the bidder s company. 8. The bidder is expected to examine all instructions, forms, terms and conditions and technical specifications in the bidding documents. Failure to furnish all information required by the bidding documents or submission of a bid not substantially responsive to the bidding documents in every respect will be at the bidder s risk and may result in rejection of the bid. 9. No rows or columns of the tender should be left blank. Offers with insufficient information are liable to rejection. 10. The bid should contain no interlineations, erasures or over-writings except as necessary to correct errors made by the bidder. In such cases, the person/s signing the bid should initial such corrections Technical Bid The Technical bid should be complete in all respects and contain all information asked for, except prices. The Technical Bid should be complete to indicate that all products and services asked for are quoted and should give all required information. A masked copy of the original commercial offer should also be submitted with the technical bid, failing which the bid will be rejected. However, it should not contain price related information, failing which the bid will be rejected outright. The Technical Bid envelope should also include the CD containing the soft copy of the Technical bid with annexure and form. The bidder should provide a compliance statement for all the specifications of technical requirements against each item. In case any technical variance/ deviation is offered, the Page 97 of 105

98 same must be highlighted along with the pros and cons stated in separate columns. The bank at its sole discretion may reject the bid with technical deviations/ variance. All relevant product information such as user manuals, technical specifications sheet etc. should be submitted along with the offer. Failure to submit this information along with the offer could result in disqualification of the bid. The Bank, at its discretion, may not evaluate a Technical Bid in case of non-submission or partial submission of technical details. It is mandatory to provide the technical details in the exact format of bidder s information as explained above. The offer may not be evaluated by the bank in case of non-adherence to the format or non-submission/ partial submission of technical details per the format given in the tender. The bank will not permit changes in the technical specifications once submitted. The relevant information, printed brochure, technical specification sheets etc. should be submitted along with the offer. Failure to submit this information along with the offer could result in disqualification 11.3 Commercial Bid The Commercial bid should be submitted online as well as in physical only per Form 13 (Commercial Bill of Material) and should be without any conditions. In case there is a deviation required by the bidder on the Commercial bid format, the same should be intimated to the Bank in writing before the last date for submission of queries. The Bank reserves the right to accept or reject the alternate commercial bid format proposed by the bidder Submission of Bids The Bank expects the bidders to carefully examine all instructions, terms and conditions mentioned in this RFP document before submitting its unconditional compliance as part of the RFP. Failure to furnish all information required or submission of an RFP not substantially responsive to the RFP in every respect will be at the bidder s risk and may result in the rejection of its response. In addition, the bid in the online mode shall be submitted by the bidder at Bank s e-tendering portal Sealing and Marking of Bid 1. Sealed Envelope A (EMD) Sealed envelope containing EMD / Bank Guarantee thereof and labelled accordingly 2. Sealed Envelope B (Confirmation of Eligibility Criteria) should contain: Form 9 Confirmation of Eligibility Supporting documents for Form 9 Confirmation of Eligibility Criteria 3. Sealed Envelope C (Technical Bid) should contain: Formats and supporting documents for the Technical Bid Annexure A1- Bidder s Roles & Responsibilities Annexure A2- Minimum Technical Specification Annexure A6- Tools & Technologies Proposed Annexure A7- Proposed Deployment Architecture Page 98 of 105

99 Annexure A9-Resource Profiles Annexure A10-Bidder s Capabilities Form 3- Compliance certificate Form 4- Proposed Bidder Profile Form 5- Confirmation of Terms & Conditions Form 6- Tender Offer Cover Letter Form 12- Bid Undertaking Letter Form 13- Masked Bill of Material Form 14- Integrity Pact Form 15- Manufacturer Authorization Form Form 16- Technical Bid Format Outsourcing of IT-Infrastructure Managed Services In case the bank has releases corrigendum for annexures & forms, then the bidder should consider and submit the forms/annexures published in the latest corrigendum. 3. Sealed Envelope B and C should be placed inside a master Sealed Envelope D and should be marked as Technical Bid. 4. Sealed Envelope E (Commercial Bid) should contain Form 2 Commercial Compliance Certificate Form 13- Bill of Material 5. Envelopes A, B, C,D and E should have the following inscriptions: Top left corner: Contents Top right corner: Bid Reference Number and Due Date Centre: Address of Bank as stated below Bottom left corner: Name, address, contact number and ID of bidder Bids duly sealed should be submitted at the below address on or before the last Date and Time for bid submission. Department of Information Technology, Corporate Office, Plot No. 5, Sector 32, Gurgaon Any other mode of submission, e.g. by courier, fax, etc. will not be accepted Late Bids Any bid received after the due date and time for receipts of bids as prescribed in this RFP will be rejected and returned unopened to the bidder Opening of Bids Bids received within the prescribed closing date and time will be opened in presence of bidders representatives who choose to attend the opening of the tender on the specified date and time as mentioned earlier in the tender document. The bidder s representatives present shall sign a register of attendance and minutes and they should be authorized by their respective companies to do so. A copy of the authorization letter should be brought for Page 99 of 105

100 the bank to verify. The bids shall be opened in 2 phases. In Phase 1, technical bid including the Confirmation of Eligibility Criteria shall be opened per the schedule given in the RFP in presence of the bidder(s) who choose to attend the meeting at a pre-specified date and time, and sign a register evidencing their attendance. However, the Technical Bid will be evaluated only for the bidders who satisfy all the eligibility criteria. In Phase 2, Commercial Bids of only bidders who meet the Technical Evaluation cut-off shall be opened in the presence of bidders representatives who choose to attend, at the time, on the date, and at the place that will be communicated to them The bidders representatives who are present shall sign a register evidencing their attendance.. Bank would notify the technically qualified bidders about the date and time of opening the commercial bids. The bidders names, bid modifications or withdrawals, bid prices, discounts, and the presence or absence of the requisite bid security and such other details as the Bank, at its discretion, may consider appropriate, will be announced at the Commercial Bid opening. Bank reserves the right to take the services of any one or more external agencies for total evaluation of the proposal submitted by the bidder. However, the final decisive parameters would be at the sole discretion of the Bank and the Bank is not liable to disclose either the criteria or the evaluation report/reasoning to the bidder(s) Proposal Modification No additions or changes to any bidder's proposal will be allowed after the deadline for bidders to submit their proposals, unless such modification is specifically requested by OBC Clarification of Bids During the bid evaluation, the Bank may, at its discretion, ask the bidders for clarifications with respect to their bids. The request for clarification and the response shall be in writing, and no change in the price or substance of the bid shall be sought, offered or permitted. Bank has the right to disqualify the bidder(s) whose clarifications are found not suitable for the requirement according to the scope of the work Result Notification All bidders will be communicated of any decision made with respect to their RFP response as soon as practical. OBC will not be obliged to provide reasons for acceptance/ rejection of any response Cost of Responses OBC will not be liable for any costs or expenses incurred by the bidders arising in any way from the preparation and submission of the RFP response and any matter concerning the RFP is to be at the bidder s sole risk, cost and expense Right to negotiate OBC may negotiate (prior to or following the Closing Date) with one or more bidders and enter into an agreement with a bidder at its sole discretion without any obligation to provide any reasons in relation to the same to the other bidders. The Bank at its discretion may negotiate with the L1 bidder. Page 100 of 105

101 11.13 Precedence of Documents 1. If there is any discrepancy the hard copy of the bid document shall be treated as final in case of any discrepancy with the soft copy. 2. These terms and conditions of this RFP will prevail over any further terms that the bidder may include in its response or otherwise provide to OBC, and any such further terms will be of no force or effect Evaluation Criteria General Evaluation Criteria Bank will scrutinize the offers to determine whether they are complete, any errors have been made in the offer, required technical documentation has been furnished, documents have been properly signed, items are quoted as per the schedule, eligibility criteria have been met, required EMD has been furnished and the bid(s) is/are generally in order. Correction of errors shall be done by the Bank as detailed in the clause Corrections of Errors of this RFP. If the bidder does not accept the correction of the errors, its bid will be rejected, and its bid security may be forfeited. The Bank may waive any minor informality, non-conformity, or irregularity in a bid which does not constitute a material deviation, provided such waiver does not prejudice or affect the relative ranking of any bidder. Prior to the detailed evaluation, the Bank will determine the substantial responsiveness of each bid to the bidding documents. For purposes of these Clauses, a substantially responsive bid is one that conforms to all the terms and conditions of the Bidding Documents without material deviations. Bank reserves the right to visit any site and/or take presentations of the bidders, as part of the evaluation in accordance with the responses given for the identified requirements. This entire exercise has to be carried out by the bidders at their own cost Eligibility Criteria Only bidders who fulfil the eligibility criteria mentioned in Section 3 ( Eligibility Criteria ) of this RFP document will be eligible for technical evaluation Technical bid evaluation Criteria Bidders who meet the eligibility criteria will be evaluated in accordance with the criteria mentioned in Section 9.3 ( Technical Evaluation Process ) of this RFP document Commercial bid evaluation Criteria The commercial bid evaluation will be carried out only for bidders who qualify the technical bid evaluation. The bidder with the lowest commercials will be declared successful L1 bidder and shall be considered for award of the Contract, the details of which are stated in Section 9.4 Commercial Evaluation Process. Page 101 of 105

102 11.15 Address for Communication Point of Contact: Address: Deputy General Manager (IT) Oriental Bank of Commerce, Department of Information Technology, Plot No.5, Institutional Area, Sec.32, Id: Gurgaon, Haryana No commitment to accept lowest or any bid The Bank shall be under no obligation to accept the lowest or any other offer received in response to this tender notice and shall be entitled to reject any or all offers including those received late or incomplete. Bank reserves the right to make changes in the terms and conditions of purchase. Bank will be under no obligation to have discussions with any bidder, and/or entertain any representation Correction of Errors Bidders are advised to exercise greatest care in entering the pricing figures. No corrigenda or requests for prices to be corrected will be entertained after the bids are opened. If there are any corrections in the bid document, the authorized signatory should initial them all, failing which the figures for such item shall not be considered. Discrepancies in bids will be corrected as follows: 1. Where there is a discrepancy between the amounts in figures and in words, the amount in words shall prevail 2. Where there is a discrepancy between the unit rate and the line item total resulting from multiplying the unit rate by the quantity, the unit rate will govern unless, in the opinion of Bank, there is an obvious error such as a misplacement of a decimal point, in which case the line item total will prevail 3. Where there is a discrepancy between the amount mentioned in the bid and the line item total present in the schedule of prices, the amount obtained on totaling the line items in the Bill of Materials will prevail 4. The amount stated in the correction form, adjusted in accordance with the above procedure, shall be considered as binding, unless it causes the overall price to rise, in which case the bid price shall prevail 5. Based on the Bank s requirements as listed in this document, the bidder should identify and offer the best-suited solution / bill of material for the product that would meet the Bank s requirements and quote for the same Non-Transferable Tender This tender document is not transferable. Only the bidder who has purchased this tender form is entitled to quote Soft Copy of Tender Document The soft copy of the tender document will be made available on the Bank s website. The softcopy of the tender document will not consist of the annexures and forms. The bidders Page 102 of 105

103 who are interest to participate in the tender are required to purchase the hardcopy of the complete RFP document including the annexures and forms from the bank s DIT, Corporate Office, Gurgaon. The bidders are required to pay the non-refundable fee of ` 25,000/- by way of a demand draft in favour of the Bank payable at Gurgaon. The bidder is advised to check the contents of the downloaded copy for correctness against the printed copy of the tender document. The printed copy of the tender document shall be treated as correct and final, in case of any errors or discrepancies in the soft copy Bid validity period The offer should hold good for a period of 180 days from the last date of bid submission Addenda/Corrigendum 1. OBC may issue an Addendum/Corrigendum from time to time and at any time prior to the Closing Date. 2. An Addendum/Corrigendum may be issued to clarify the RFP or to effect modifications to the RFP, including the Scope of Work and SLAs. Each Addendum/Corrigendum will be issued to all bidders and upon issue will form part of this RFP. 3. Receipt of an Addendum/Corrigendum must be acknowledged by the bidder through e- mail to the OBC RFP Contacts. 4. To the extent there is any inconsistency between an Addendum/Corrigendum and this RFP, the Addendum/Corrigendum will prevail and if between two or more Addenda/Corrigendum, the last issued Addendum/Corrigendum will prevail Pre bid meeting For clarification of doubts of the bidders on issues related to this RFP, the Bank intends to hold a Pre-Bid Meeting on the date and time as indicated in the RFP. For any clarification with respect to this RFP, the bidder may send an to [email protected]. The format to be used for seeking clarification is mentioned in Form 11 (Pre-bid Query Format). It may be noted that all queries, clarifications, questions etc., relating to this RFP, technical or otherwise, must be in writing only and should be to the designated ID as stated earlier. Written requests for clarification may be submitted to the Bank as per the schedule mentioned in the RFP document prior to pre-bid meeting and clarifications for such queries shall be provided by Bank or its representative in the meeting. It may be noted that no queries of any bidder shall be entertained after the last date for submission of queries via e- mail. Only two authorized representatives of the bidders who have purchased the RFP will be allowed to attend the meeting. Bank may or may not respond to all the queries of the bidder Award of Contract OBC reserves the sole right to reject or accept any and all quotations, whether solicited or unsolicited, or to negotiate separately with any Bidder in any manner deemed necessary at its sole discretion. This right includes award of a contract for only part of the scope of work. OBC reserves the right to waive infirmities and minor irregularities in RFP Responses received and to accept any portion of a response or all items bid or to accept modifications to any RFP Response. The bank may award the contract to a single vendor or award only a part of the scope to a vendor. Page 103 of 105

104 11.24 Rejection of Bids The Bank reserves the right to reject any or all the bids or scrap the bidding process at any stage without assigning any reason. The Earnest Money Deposits in such event will be returned by the Bank. However, the participation fee will not be refunded Award of Contract Following evaluation, a contract may be awarded to the bidder whose bid meets the requirements of this RFP and provides the best value to the Bank from both a technofunctional and commercial point of view. The Bank reserves the right to award the contract in whole or in part. The acceptance of the bid, subject to contract, will be communicated by way of placing a purchase order in writing at the address supplied by the bidder in the bid document. Any change of address of the bidder should therefore be notified promptly to the Deputy General Manager (IT) at the address given in this RFP Signing of Contract The Successful Bidder (s) shall be required to enter into a contract with Bank, within thirty (30) days of the award of the work or within such extended period, as may be specified by Bank. The Contract will be based on this RFP document, Purchase Order and the corrigendum. However, if any new Terms & conditions are proposed by the bank, the same shall be discussed & mutually agreed. However the terms and conditions of purchase order and RFP shall constitute a binding contract till such a contract is issued Legal Compliance 1. The Successful Bidder hereto agrees that it shall comply with all applicable union, state and local laws, ordinances, regulations and codes in performing its obligations hereunder, including the procurement of license, permits and certificates and payment of taxes where required. If at any time during the term of this agreement, the Bank is informed or information comes to the Bank's attention that the Successful bidder is or may be in violation of any law, ordinance, regulation, or code (or if it is so decreed or adjudged by any court, tribunal or other authority), the Bank shall be entitled to terminate this agreement with immediate effect. 2. The Successful bidder shall maintain all proper records, particularly but without limitation accounting records, required by any law, code, practice or corporate policy applicable to it from time to time including records, returns and applicable documents under the Labor Legislation. 3. The Successful bidder shall ensure payment of minimum wages to persons engaged by it as fixed from time to time under the Minimum Wages Act, In case the same is not paid, the liability under the act shall solely rest with the Successful Bidder Governing Law and resolution of dispute All disputes or differences whatsoever arising between the parties out of or in relation to the construction meaning and operation or effect of the Contract / Tender Documents or breach thereof shall be settled amicably. If, however, the parties are not able to solve them amicably, the same shall be settled by arbitration in accordance with the applicable national laws, and the award made in pursuance thereof shall be binding on the parties. Any appeal will be subject of the exclusive jurisdiction of courts at Delhi and the language of the arbitration proceedings and that of all documents and communication between the parties shall be in English. Page 104 of 105

105 The laws applicable to this contract shall be the laws in force in New Delhi, India. The contract shall be governed by and interpreted in accordance with Indian law. The Successful Bidder(s) shall continue work under the Contract during the arbitration proceedings unless otherwise directed in writing by the Bank or unless the matter is such that the work cannot possibly be continued until the decision of the arbiter, as the case may be, is obtained. The venue of the arbitration shall be in Delhi Amendment to Contract No variation in or modification of the conditions of the contract shall be made except by written amendment signed by the parties Correspondence and Notices Any correspondence or notice from one party to another under the terms of the contract shall be served by Fax or by hand and confirmed in writing to the party s address. A notice shall be effective from the date when delivered. Page 105 of 105