Punjab Sind Bank PDF

Punjab & Sind Bank RFP for Selection for Vendor for Setting Up
& Maintenance of Omni Channel Digital

Banking Solution
REQUEST FOR PROPOSAL (RFP)
FOR
SELECTION OF VENDOR FOR SETTING UP & MAINTENANCE OF OMNI

CHANNEL DIGITAL BANKING SOLUTION
Tender No.: PSB/HOIT/RFP/131/2018-19
DATED 12/04/2019
PUNJAB & SIND BANK

Second Floor, IT Department
Plot Number 151, Sector 44,
Gurugram, 122003
This document is the property of Punjab and Sind Bank. It may not be copied, distributed or recorded on
any medium, electronic or otherwise, without written permission thereof. The use of the contents of this
document, even by the authorized personnel/ agencies for any purpose other than the purpose specified
herein, is strictly prohibited and shall amount to copyright violation and thus, shall be punishable under
the Indian Law.
Banking Solution
Definitions/ Acronyms of major terms/ abbreviations used in this document

S.No. Acronym/ Terms Used Definition
1. ADC Application Delivery Controller
2. ADF Automated Data Flow
3. AMC Annual Maintenance Cost
4. API Application Programming Interface
5. ATM Automated Teller Machine
6. ATS Annual Technical Support
7. Bank Punjab and Sind Bank
8. BCP Business Continuity Plan
9. BHIM Bharat Interface for Money
10. BOD Beginning of Day
11. BG Bank Guarantee
12. BPD Business Process Design
13. CBS Core Banking System
14. CBT Computer based Training
15. CO Commercial Offer/ Commercial Bid/ Price Bid
16. CD Compact Disk
17. CMMI Capability Maturity Model Integration
18. CPSMS Central Plan Scheme Monitoring System
19. CR Change Request
20. CRM Customer Relationship Management
21. CVC Central Vigilance Commission
22. D2D Disk to Disk
23. DBMS Database Management System
24. DB Database
25. DC Data Centre
26. DR/ DRC/DRS Disaster Recovery Centre
27. EIS Executive Information System
28. EMD Earnest Money Deposit
29. EMS Enterprise Monitoring System
30. EOD End of Day
31. FCIP Fibre Channel Over IP
32. FI Financial Inclusion
33. Finacle Core Banking Application software used in bank
34. FM Facilities Management
35. FRSM Functional Requirements Specifications Manual
36. GBM Government Business Module
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37. GUI Graphical User Interface
38. GST Goods & Service Tax
39. HA High Availability
40. HLD High Level Design
41. HO Head Office
42. HSM Hardware Security Module
43. IBA Indian Bank’s Association
44. INR Indian Rupee
45. IPR Intellectual Property Right
46. IT Information Technology
47. IS Audit Information Security Audit
48. ISO International Organization for Standards
49. ISSP Information Systems Security Policies
50. LAN Local Area Network
51. LD Liquidated Damages
52. LLD Low Level Design
53. LTO Linear Tape- Open
54. KRI Key Risk Indicators
55. KYC Know Your Customer
56. KPI Key Performance Indicators
57. MADP Mobile Application Development Platform
58. MIS Management Information System
59. MTBF Mean Time Between Failures
60. Near DR/ NDR/ NLS Near Disaster Recovery Centre
61. NEFT National Electronic Fund Transfer
62. NPA Non-Performing Assets
63. NPCI National Payment Corporation of India
64. OEM Original Equipment Manufacturer
65. OLTP Online Transaction Processing
66. OS Operating System
67. OTP One Time Password
68. PBG Performance Bank Guarantee
69. PDF Portable Document Format
70. PKI Public Key Infrastructure
71. PFMS Public Financial Management System
72. PMO Project Management Office
73. PO Purchase Order
74. PSB Punjab & Sind Bank
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75. PSE Public Sector Enterprise
76. PSU Public Sector Undertaking
77. RAID Redundant Array of Independent Disk
78. RBI Reserve Bank of India
79. RCA Root cause analysis
80. RDBMS Relational Database Management System
81. RFP Request for Proposal
82. RPO Recovery Point Objective
83. RTGS Real Time Gross Settlement
84. RTO Recovery Time Objective
85. SAN Storage Area Network
86. SIT System Integration Testing
87. SLA Service Level Agreement
88. SOA Service Oriented Architecture
89. SOAP Simple Object Access Protocol
90. SRS System Requirement Study
91. TOR Top of the Rack
92. TCO Total Cost of Ownership
93. TDS Tax Deductible at Source
94. TRAI Telecom Regulatory Authority of India
95. UAT User Acceptance Testing
96. UI User Interface
97. UX User Experience
98. VAPT Vulnerability Assessment & Penetration Testing
99. WAN Wide Area Network
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TABLE OF CONTENT
1 Contents
1 INVITATION FOR TENDER OFFERS ........................................................9
1.1 COST OF TENDER DOCUMENT ..............................................................................................................................9
2 KEY INFORMATION ....................................................................................11

3 STRUCTURE OF THE RFP ..........................................................................13
4 INTRODUCTION ...........................................................................................14
4.1. OVERVIEW .....................................................................................................................................................14
4.2. PROJECT OBJECTIVE .........................................................................................................................................14
4.3. EXISTING IT SET-UP .........................................................................................................................................14
5 ELIGIBILITY CRITERIA.............................................................................16
6 SCOPE SUMMARY........................................................................................20
6.1 SOLUTION DESIGN ..................................................................................................................................................20
6.1.1 End-to-end Architecture .............................................................................................................................20
6.1.2 24 X 7 X 365 Availability .............................................................................................................................20
6.1.3 Laison with existing & Future Vendors/ OEMs ...........................................................................................20
6.1.4 Multi-Lingual ..............................................................................................................................................21
6.1.5 Manuals/ Documentation ..........................................................................................................................21
6.1.6 Integration of Existing & Future Infrastructure ..........................................................................................21
6.2 GROWTH PROJECTIONS FOR THIS RFP ........................................................................................................................22
7 DETAILED SCOPE OF WORK ...................................................................23

7.1 SUPPLY OF SOFTWARE LICENSES ................................................................................................................................24
7.2 HARDWARE REQUIREMENT ......................................................................................................................................24
7.3 DETAILED REQUIREMENT GATHERING.........................................................................................................................28
7.4 CUSTOMIZATION ....................................................................................................................................................29
7.5 GAP IDENTIFICATION & RESOLUTION ..........................................................................................................................30
7.6 INTERFACE & INTEGRATION REQUIREMENTS ................................................................................................................30
7.6.1 Design Specifications .............................................................................................................................30
7.7 MIGRATION...........................................................................................................................................................31
7.8 SYSTEM INTEGRATION TESTING .................................................................................................................................32
7.9 EXTERNAL AGENCY FOR UAT & AUDIT .......................................................................................................................32
7.10 OTHER IN-SCOPE SERVICES.....................................................................................................................................35
7.11 DR & NDR SETUP ................................................................................................................................................36
7.12 TRAINING ............................................................................................................................................................36
7.13 GO-LIVE .............................................................................................................................................................37
7.14 OEM SCOPE .......................................................................................................................................................37
7.15 PROJECT MANAGEMENT & MONITORING IMPLEMENTATION SERVICES ...........................................................................38
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7.16 FACILITIES MANAGEMENT AND AMC/ ATS...............................................................................................................39

7.16.1 Facilities Management Services Requirements ........................................................................................40
7.16.2. OS/Server/Hardware Management categorized under Incident, Problem and Performance
Management Services .........................................................................................................................................42
7.17 PROJECT TIMELINE ................................................................................................................................................50
7.17.1 Project Review..........................................................................................................................................51
8 TERMS AND CONDITIONS ........................................................................52

8.1 TERMS OF ASSIGNMENT ...................................................................................................................................52
8.2 AMENDMENT OF THE BIDDING DOCUMENTS ........................................................................................................52
8.3 CONFIDENTIALITY OF THE BID DOCUMENT ...........................................................................................................52
8.4 DOCUMENTS CONSISTING THE BID .....................................................................................................................52
8.5 EARNEST MONEY DEPOSIT (EMD) .....................................................................................................................53
8.6 ADHERENCE TO TERMS AND CONDITIONS ............................................................................................................54
8.7 EXECUTION OF AGREEMENTS/NDA ....................................................................................................................54
8.8 SUBSTITUTION OF PROJECT TEAM MEMBERS ........................................................................................................54
8.9 PROFESSIONALISM...........................................................................................................................................54
8.10 EXPENSES ......................................................................................................................................................54
8.11 PERFORMANCE BANK GUARANTEE .....................................................................................................................55
8.12 SINGLE POINT OF CONTACT ...............................................................................................................................55
8.13 APPLICABLE LAW AND JURISDICTION OF COURT.....................................................................................................55
8.14 LIQUIDATED DAMAGES (LD) .............................................................................................................................55
8.15 INSURANCE- INSURANCE OBLIGATIONS OF THE VENDOR .........................................................................................56
8.16 FORCE MAJEURE .............................................................................................................................................56
8.17 AUTHORIZED SIGNATORY ..................................................................................................................................57
8.18 INDEMNITY ....................................................................................................................................................57
8.19 ASSIGNMENT..................................................................................................................................................58
8.20 NO EMPLOYER – EMPLOYEE RELATIONSHIP ..........................................................................................................58
8.21 VENDOR’S LIABILITY .........................................................................................................................................58
8.22 INTELLECTUAL PROPERTY RIGHTS .......................................................................................................................58
8.23 SUBCONTRACTING ...........................................................................................................................................59
8.24 CANCELLATION OF CONTRACT ............................................................................................................................59
8.25 DISPUTE RESOLUTION ......................................................................................................................................60
8.26 OWNERSHIP OF DELIVERABLES ...........................................................................................................................60
8.27 EXIT MANAGEMENT ........................................................................................................................................61
8.28 CONTRACT PERIOD ..........................................................................................................................................61
8.29 TITLE OF OWNERSHIP .......................................................................................................................................61
8.30 INTEGRITY PACT ..............................................................................................................................................61
8.31 PAYMENT TERMS ............................................................................................................................................62
8.32 AMALGAMATION ............................................................................................................................................64
8.33 ERASURES OF ALTERATION ................................................................................................................................64
8.34 RIGHT TO ACCEPT ANY BID AND TO REJECT ANY OR ALL BIDS / CANCELLATION OF TENDER PROCESS ..............................64
8.35 SOFT COPY OF TENDER DOCUMENT .....................................................................................................................65
8.36 AWARDING OF PURCHASE ORDER ......................................................................................................................65
8.37 DISASTER RECOVERY AND BUSINESS CONTINUITY PLAN ..........................................................................................65
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8.38 COMPLIANCE WITH STATUTORY AND REGULATORY PROVISIONS ...............................................................................65

8.39 LEGAL COMPLIANCE.........................................................................................................................................65
8.40 CONFLICT OF INTEREST .....................................................................................................................................66
8.41 PUBLICITY ......................................................................................................................................................66
8.42 CONFIDENTIALITY ............................................................................................................................................66
8.43 TERMINATION ................................................................................................................................................67
8.44 JURISDICTION .................................................................................................................................................69
8.45 NOTICES ........................................................................................................................................................69
8.46 SECURITY .......................................................................................................................................................69
9 GENERAL INSTRUCTIONS ........................................................................70

9.1 REGISTRATION OF RFP RESPONSE ......................................................................................................................70
9.2 REQUEST FOR ADDITIONAL INFORMATION............................................................................................................70
9.3 PRE-BID MEETING ..........................................................................................................................................70
9.4 DISQUALIFICATION ..........................................................................................................................................71
9.5 LANGUAGE OF BID...........................................................................................................................................71
9.6 PERIOD OF VALIDITY OF BIDS .............................................................................................................................71
9.7 ERRORS AND OMISSIONS ..................................................................................................................................71
9.8 AMENDMENT OF BIDDING DOCUMENTS ..............................................................................................................71
9.9 AUTHORIZATION TO BID ...................................................................................................................................71
9.10 RECIPIENT OBLIGATION TO INFORM ITSELF ............................................................................................................72
9.11 COST BORNE BY THE RESPONDENT ......................................................................................................................72
9.12 NO LEGAL RELATIONSHIP ..................................................................................................................................72
9.13 TWO BID SYSTEM ............................................................................................................................................72
9.14 ACCEPTANCE TO TERMS ...................................................................................................................................73
9.15 SUBMISSION TO BANK ......................................................................................................................................73
9.16 LATE BIDS ......................................................................................................................................................75
9.17 MODIFICATION AND WITHDRAWAL OF BID ..........................................................................................................75
9.18 BID OPENING .................................................................................................................................................75
10 EVALUATION PROCESS .............................................................................77

10.1 OBJECTIVE OF THE EVALUATION PROCESS ............................................................................................................77
10.2 NORMALIZATION OF BIDS ..................................................................................................................................77
10.3 PRELIMINARY EXAMINATION OF OFFERS ..............................................................................................................78
10.4 ELIGIBILITY EVALUATION PROCESS ......................................................................................................................78
10.5 TECHNICAL EVALUATION PROCESS ......................................................................................................................78
10.6 CLARIFICATION OF BIDS ....................................................................................................................................78
10.7 TECHNICAL BID EVALUATION CRITERIA ................................................................................................................79
10.8 COMMERCIAL EVALUATION PROCESS ..................................................................................................................82
10.9 FINAL EVALUATION – WEIGHTED TECHNO-COMMERCIAL EVALUATION......................................................................86
10.10 KEY GUIDELINES:.............................................................................................................................................87
10.11 SEALING AND MARKING OF BIDS ........................................................................................................................88
11 ADDITIONAL INSTRUCTIONS FOR BIDDERS .....................................89
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11.1 GENERAL INSTRUCTIONS ...................................................................................................................................89

11.1.1 11.1.1 Nature of Bid ..........................................................................................................................89
11.1.2 11.1.2 Information Ownership...........................................................................................................89
11.1.3 11.1.3 Security Configuration, Monitoring and Audit........................................................................89
12 SERVICE LEVELS & PENALTIES ............................................................91

PENALTIES ..................................................................................................................................................................99
AT-RISK AMOUNT ........................................................................................................................................................99
13 ANNEXURE & APPENDIX ........................................................................100

13.1 APPENDIX ....................................................................................................................................................100
13.1.1 Appendix 1A: Functional Specifications ...........................................................................................100
13.1.2 Appendix 1B: Technical Specifications .............................................................................................101
13.1.3 Appendix 2: Commercial Bill of Material .........................................................................................102
13.2 ANNEXURES .................................................................................................................................................103
13.2.1 Annexure 1: Bank Guarantee Form .................................................................................................103
13.2.2 Annexure 2: Technical Proposal Format ..........................................................................................105
13.2.3 Annexure 3: Commercial Compliance Certificate ............................................................................107
13.2.4 Annexure 4: Compliance Certificate ................................................................................................108
13.2.5 Annexure 5: Proposed Agency Profile ..............................................................................................109
13.2.6 Annexure 6: Confirmation of Terms & Condition.............................................................................110
13.2.7 Annexure 7: Tender Offer Cover Letter ............................................................................................111
13.2.8 Annexure 8: Submission Checklist....................................................................................................112
13.2.9 Annexure 9: Pre-bid query format ...................................................................................................113
13.2.10 Annexure 10: Confirmation of Eligibility ..........................................................................................114
13.2.11 Annexure 11: Proposed Team Profile ..............................................................................................118
13.2.12 Annexure 12: NDA Format ...............................................................................................................120
13.2.13 Annexure 13: Performance Bank Guarantee Format ......................................................................125
13.2.14 Annexure 14: Contract Form Format ...............................................................................................128
13.2.15 Annexure 15: Integrity Pact .............................................................................................................132
13.2.16 Annexure 16: Manufacturer’s Authorization Form..........................................................................139
13.2.17 Annexure 17: Sizing Adequacy Letter ..............................................................................................140
13.2.18 Annexure 18: Application Integrity Statement ................................................................................141
13.2.19 Annexure 19: Declaration for Bug Free Software ............................................................................142
13.2.20 Annexure 20: Undertaking for Back-Lining ......................................................................................143
13.2.21 Annexure 21: Compliance for Reverse Auction ................................................................................144
13.2.22 Annexure 22: Letter of Authority for Participating in Reverse Auction ...........................................146
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1 Invitation for Tender Offers

Punjab & Sind Bank (PSB) invites sealed tender offers (Technical bid and commercial bid) from eligible,
reputed companies for Selection of Vendor for Setting Up & Maintenance of Omni Channel Digital Banking
Solution.
In this RFP, the term bidder/prospective bidder refers to the bidder participating for delivering
product/services mentioned in the scope of work.
Complete set of tender documents may be purchased by eligible bidders on payment of a non-refundable
fee of Rs. 30,000 (Rupees Thirty Thousand only) by demand draft in favour of “Punjab & Sind Bank”
payable at “New Delhi” The bank reserves the right to reject any or all offers without assigning any reason.
Please Note:
 The prospective bidder needs to purchase the tender document from the Bank and is invited to attend
the pre-bid meeting at Punjab & Sind Bank Office, Plot No.151, Sector-44, Gurugram. In case the
prospective bidder downloads.
 All costs and expenses (whether in terms of time or material or money) incurred by the Recipient/
Bidder in any way associated with the development, preparation and submission of responses,
including but not limited to attendance at meetings, discussions, demonstrations, etc. and providing
any additional information required by the Bank, will be borne entirely and exclusively by the Bidder.
 Bidders are required to submit a Bank Guarantee towards Earnest Money Deposit (EMD) for Rs.
70,00,000 (Rupees Seventy Lakhs only) valid for 180 days from the date of submission of the bid. Offers
made without EMD will be rejected. The Bank will only accept Bank Guarantee in lieu of EMD for an
equivalent amount issued by any scheduled commercial bank acceptable to Punjab & Sind Bank. The
Bank Guarantee should be valid for 180 days from the date of submission of the offer. The format of
Bank Guarantee Format is enclosed as Annexure-1.
 EMD in the form of Bank Guarantee must accompany all tender offers as specified in this tender
document. EMD in the form of Bank Guarantee should not be included with Technical or Commercial
bid. It should be in separate cover to be handed over to the Bank. For more details on EMD please
refer to ‘Earnest Money Deposit’ Section 8.5
 Tender offers will be opened in the presence of the bidder’s representatives who choose to attend
the opening of tender on the specified date, time and place.
 Technical Specifications, Bill of Material document, Terms and Conditions and various formats and pro
forma for submitting the tender offer are described in the tender document and Annexure
1.1 Cost of Tender Document

The tender document may be downloaded from the Bank’s official website www.psbindia.com. The
bidder is required to submit a non-refundable fee as mentioned in Section 2- Key Information in the form
of Demand Draft in favor of PUNJAB & SIND BANK, payable at New Delhi, failing which the bid of the
concerned bidder will be rejected. It may be noted that amount will not be refunded to any prospective
bidder under any circumstances including cancellation of RFP.
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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. This RFP does not claim to contain all the information each bidder
may require. Each Bidder should conduct its own investigations and analysis and should check the
accuracy, reliability and completeness of the information in this RFP and obtain independent advice,
wherever necessary. 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. Bank may
in its absolute discretion, but without being under any obligation to do so, update, amend or
supplement the information in this RFP.
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2 Key Information
The following is an indicative timeframe for the overall process. PSB reserves the right to vary this
timeframe at its absolute and sole discretion and without providing any notice/intimation or reasons
thereof. Changes to the timeframe will be communicated to the affected Respondents during the process.
Particulars Details
Tender Number PSB/HOIT/RFP/131/2018-19
Tender Title Selection of Vendor for Setting Up & Maintenance of
Omni Channel Digital Banking Solution
Price of Tender Copy Rs. 30,000 (Rupees Thirty Thousand only)
*All MSEs having registration as per provisions of the

Public Procurement Policy for Micro and Small
Enterprises i.e. District Industries Centre (DIC) or Khadi
and Village Industries Commission (KVIC) or Khadi and
Industries Board (KVIB) or Coir Board or National Small
Industries Commission (NSIC) or directorate of
Handicrafts and Handlooms or Udyog Aadhaar
Memorandum or any other body specified by Ministry
of MSME and Start-ups (recognised by DIPP) are
exempted from submission of Tender Fee and EMD
only. Relevant certificates should be submitted by the
bidder in this regard to avail exemption.
Bid Security Deposit (EMD) Rs. 70,00,000 (Rupees Seventy lakhs only)
*All MSEs having registration as per provisions of the

Public Procurement Policy for Micro and Small
Enterprises i.e. District Industries Centre (DIC) or Khadi
and Village Industries Commission (KVIC) or Khadi and
Industries Board (KVIB) or Coir Board or National Small
Industries Commission (NSIC) or directorate of
Handicrafts and Handlooms or Udyog Aadhaar
Memorandum or any other body specified by Ministry
of MSME and Start-ups (recognised by DIPP) are
exempted from submission of Tender Fee and EMD
only. Relevant certificates should be submitted by the
bidder in this regard to avail exemption.
Date of Publishing of RFP on Bank’s website 12/04/2019
(www.psbindia.com)
Last Date for Submission of Pre-Bid Query 18/04/2019 15:00 HOURS (queries must be mailed to
hoit.tenders@psb.co.in only)
Pre-bid Meeting 22/04/2019 15:00 HOURS
Bid submission last date and time 06/05/2019 14:00 HOURS
Eligibility cum Technical bid opening date 06/05/2019 15:00 HOURS
and time
Date of Technical presentation To be notified later.
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Particulars Details
Commercial Bid opening Date and Time To be notified later
Date & Time of Reverse Auction To be notified later
Place of Opening of Bids Punjab & Sind Bank
Second Floor,
IT Department,
Plot No.151, Sector-44,Gurugram- 122003
Contact Persons for any clarifications/ Mr. Manoj Kumar (Asst. General Manager)
Submission of Bids
Contact Numbers +91-9811728292
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3 Structure of the RFP

 An overview of services to be provided by the selected Bidder;
 An overview of the solution architecture, software, hardware and facilities management services
required from the Bidder;
 The technical and commercial evaluation methodology which shall be followed to select the successful
Bidder and;
 The terms and conditions to which this RFP and the Bidder responses shall be subject to PSB shall
enter into a separate contract after selecting the bidder, which shall detail the terms and conditions.
A detailed set of annexure is provided to the bidder for formulation of responses for evaluation covering
sections such as functional requirements, technical requirements, solution architecture requirements,
proposed team fitment/ strength, training the Bank’s personnel, etc. The list of such annexure is provided
in the table below.
Bid Formats attached in this document
Annexure Reference Content
Annexure- 1 Bank Guarantee Form
Annexure- 2 Technical Proposal Format
Annexure- 3 Commercial Compliance Certificate
Annexure- 4 Compliance Certificate
Annexure- 5 Proposed Agency Profile
Annexure- 6 Confirmation of Terms & Condition
Annexure- 7 Tender Offer Cover Letter
Annexure- 8 Submission Checklist
Annexure- 9 Pre-bid query format
Annexure- 10 Confirmation of Eligibility
Annexure- 11 Proposed Team Profile
Annexure- 12 NDA Format
Annexure- 13 Performance Bank Guarantee Format
Annexure -14 Contract Form
Annexure- 15 Integrity Pact
Annexure-16 Manufacturer’s Authorization Form
Annexure-17 Sizing Adequacy Letter
Annexure-18 Application Integrity Statement
Annexure- 19 Declaration for Bug Free Software
Annexure- 20 Undertaking for Back-Lining
Annexure- 21 Compliance for Reverse Auction
Annexure- 22 Letter of Authority for participating in Reverse Auction
Appendix- 1A Functional Specifications
Appendix- 1B Technical Specifications
Appendix- 2 Commercial Bill of Material
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4 Introduction
4.1. Overview
Punjab & Sind Bank (hereon referred to as ‘PSB’ or the ‘Bank’) is a major Public Sector bank in Northern
India. The Bank's Head Office is in Rajendra Place, New Delhi.
The Bank has a national presence through a widespread network of 1514 branches all networked under
Centralized banking Solution on Finacle. It also has a network of more than 1206 ATM(s) spread across
the country including onsite and offsite ATMs as well. With more than 110 years of customer services, the
Bank has a large satisfied clientele throughout the country. For enhancing customer convenience levels
and overall inter-branch efficiency, the bank has been a frontrunner in implementing various IT enabled
products. Bank has already launched various delivery channels such as Internet Banking, Mobile Banking,
and ATMs.
4.2. Project Objective

Bank, through this tender has outlined its vision for selection of Vendor for Setting up & maintenance of
Omni Channel Digital Banking Solution.
With the changes of the brand promotion style, local business dynamics, the shifts of customer
requirements in the market and competition, it has become imperative for the Bank to enhance its Online
presence. PSB recognizes that this is an extensive undertaking and therefore, it would want the Bidder to
understand its vision and understand that this project is not just outsourcing but is transformation of
business enablement through technology.
Punjab & Sind Bank invites sealed tenders from technically and commercially competitive bidders for the
said activities. The Bidder and OEM should be a well-qualified to implement and manage the end-to-end
initiative.
The bidder shall be responsible for implementation of the solution End to End.
Bank during the period of the contract, based on its technical and functional requirements can add
additional third party applications and interfaces.
Bidder should also ensure that all regulatory requirements as on date and any other systemic changes or
new requirements necessitated out of Ministry/other regulatory bodies or other requirements of the Bank
between the date of the RFP as well as rollout are made available from day 1.
4.3. Existing IT Set-up

S.No. Application Details
1 Core Banking System Finacle Version 7.0.25
2 ATM FSS
3 Mobile Banking including IMPS FSS, Version 3.0.6
4 Internet Banking Infosys, Version 6.2.3
5 Treasury Intellect, Version 1.0.0
6 Cheque Truncation System NCR
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S.No. Application Details

7 EMS BMC
8 Asset Liability Management Suryasoft, Version 1.7.3
9 MIS ADF Nelito, Version 1
10 Anti-Money Laundering Infrasoft, Version 4.1
11 Data Archival Solution Virmati, Version 3.0.0
12 GBM Accel Frontline, Version 2.8
13 RTGS/ NEFT Managed by Bank
14 UPI ATOM Technologies Ltd.
15 IMPS FSS
16 BBPS Billdesk
17 CPSMS/ PFMS Intelliswift Software
18 cKYC Adroit Corporate Services
19 FI & BHIM Aadhaar Pay TCS
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5 Eligibility Criteria
Bank is looking for eligible bidders for selecting a Vendor for Setting up & Maintenance of Omni Channel
Digital Banking Solution.
Only those Bidders who fulfil the following criteria are eligible to respond to the RFP. Offers received from
Bidders who do not fulfil any of the following eligibility criteria are liable for rejection.
If required, bidder may utilize participating entities to provide part of the scope of work. However, bidder
will be responsible for delivering the end to end solution. Bidder shall also be the single point of contact
and solely responsible for the implementation, integration, support and maintenance for the entire
project. Bidder will be solely responsible for ensuring adherence to the Service Levels, terms & condition
and Service Quality for each of the deliverables executed.
The bidder must fulfil the criteria mentioned in the table below in order to bid for this RFP:
S.No. Eligibility Criteria Supporting Documents

Bidder’s Experience
1. The bidder should be a Government Organization/ Certificate of Incorporation
PSU/ PSE /Public/ Private Limited Company under
companies Act, 1956 India or later.
2. The Bidder should have been in operation for at Certificate of Incorporation
least 5 years as on as on date of bid submission.
3. The Bidder should have an annual turnover of INR Copies of Annual Reports in case of
100 Cr. for each of the past three financial years i.e. listed companies and copies of audited
2015-16, 2016-17 & 2017-18 from its IT operations balance sheets and P&L statements in
in India case of others.
AND
CA Certificate
4. The bidder should have a positive net-worth in any Copies of Annual Reports in case of
two out of last three financial years i.e. 2015-16, listed companies and copies of audited
2016-17, 2017-18 balance sheets and P&L statements in
case of others.
AND
CA Certificate
5. The Bidder should not have been blacklisted at the Self-Declaration on Bidder’s
time of submission of the bid by any regulator / Letterhead signed by the authorized
statutory body/ any government department/ PSU/ signatory
PSE/Financial Institution or banks in India.
6. The bidder should be an OEM or a certified or Manufacturer’s Authorization Form
authorized agent/ reseller/ partner of the solution
offered
7. The bidder must be CMMI level 5 Certified Copy of certification
Company and the certificate should be valid as on
date of bid submission
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8. The Bidder should have experience of For Domestic Credentials:
implementing and managing any Internet Banking For completed projects: Relevant
or Mobile Banking for at least one Scheduled Credential Letter from the client or PO/
Commercial Bank in India having a total business of Contract Copy along with Sign off from
1,00,000 cr the client
OR
For on-going projects: PO/ Contract
The Bidder should have experience of copy
implementing and managing any Internet Banking And
or Mobile Banking for at least one Bank abroad
having a total business of more than 1,00,000 cr Self-Declaration on Bidder’s
Letterhead signed by the board
Only completed/ On-going/ initiated projects authorized signatory confirming the
would be considered for evaluation total business of the client
For Foreign Credentials:
Self-Declaration on Bidder’s
authorized signatory/ Company
Secretary
OEM’s Experience
1. The OEM should have presence in India for least Certificate of Incorporation
last 5 years as on as on date of bid submission.
2. OEM’s Omni-Channel Digital Banking Product For Implemented projects: Relevant
should have been implemented in at least one Credential Letter from the client or PO/
Scheduled Commercial Bank in India having more Contract Copy along with Sign off from
than 1500 branches and 15,00,000 users the client
OR
And
OEM’s Internet and Mobile Banking Product should
have been implemented and live in at least one Self-Declaration on Bidder’s
Scheduled Commercial Banks in India having more Letterhead signed by the board
than 1500 branches and 15,00,000 users authorized signatory confirming the
total number of users
3. The proposed UPI Solution should have been For completed projects: Relevant
implemented in at least one scheduled commercial Credential Letter from the client or PO/
bank in India with more than 1500 branches Contract Copy along with Sign off from
the client
4. The proposed IMPS Solution should have been For completed projects: Relevant
implemented in at least one scheduled commercial Credential Letter from the client or PO/
bank in India with more than 1500 branches
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Contract Copy along with Sign off from
the client
5. External testing agency should have experience of For Domestic Credentials:
functional testing & data migration in areas of Relevant Credential Letter from the
Internet & Mobile Banking/ Omni-Channel Banking client Or Copy of Purchase Order/
for one scheduled commercial Bank in India or a Contract
Bank Abroad, having a total business of 1,00,000 cr And
authorized signatory confirming the
total business of the client
Self-Declaration on OEM’s Letterhead
signed by the board authorized
signatory/ Company Secretary
Note:
 Attested photocopies of all relevant documents / certificates should be submitted as proof in support
of the claims made. The bidder should provide relevant additional information wherever required in
the eligibility criteria. The Bank reserves the right to verify /evaluate the claims made by The Bidder
independently. Any decision of The Bank in this regard shall be final, conclusive and binding upon the
Bidder.
 Scheduled commercial banks do not include small finance banks, payment banks, regional rural banks
and cooperative banks.
 Either the Indian agent on behalf of the Principal/OEM or Principal/OEM itself can bid but both cannot
bid simultaneously for the same solution.
 In case of business transfer where bidder has acquired a Business from an entity (“Seller”), work
experience credentials of the Seller in relation to the acquired Business may be considered.
 In-case of corporate restructuring the earlier entity’s incorporation certificate, financial statements,
Credentials, etc. may be considered.
 If an agent submits a bid on behalf of the Principal/ OEM, the same agent shall not submit a bid on
behalf of another Principal/ OEM for the same solution.
 Proposed solution need not be the proposed version of the solution
 Bidder is required to propose a product with inbuilt framework of extension and not a framework to
build digital banking capabilities.
 Branches mean bank branches only and exclude extension counters, satellite offices, part-shifted
branches, ultra-small branches, specialized branches and banking correspondents.
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6 Scope Summary
The online environment of Punjab & Sind Bank started to evolve with the introduction of Internet Banking
services and Mobile Banking services, details of which are highlighted in Section 4.3: Existing IT Set-up.
This RFP is solely for the purpose of Selection of Vendor for Setting up & Maintenance of Omni Channel
Digital Banking Solution to provide seamless multi-channel banking experience to PSB’s customers. The
proposed solution should comprise of the following:
1. Mobile Application Development Platform (MADP)
2. Internet Banking
 Retail Customers
 Corporate Customers
3. Mobile Banking
 Retail Customers
 Corporate Customers
4. Integrated Omni-Channel banking solution that provides at least both Internet & Mobile Banking
Services. Solution should also have wearables as touchpoints. Wearables as a digital channel offered
by the Banks to its customers to perform simple operations on the go. The omni-channel should have
capabilities to integrate other channels.
5. Unified Payment Interface (UPI)
6. Immediate Payment Service (IMPS)
7. Hardware and software required for successful implementation and Go-live of the solution.
The existing Online Banking tools (Retail Internet Banking, Corporate Internet Banking, Retail Mobile
Banking and Corporate Mobile Banking) should be redeveloped according to the Functional & Technical
Specifications highlighted in Appendix 1: Functional & Technical Specifications.
6.1 Solution Design
The Bank requires the solution architecture to have the following:
6.1.1 End-to-end Architecture
The Solution should have a compatible end to end IT architecture covering
1. End to end solution architecture
2. End to end integration architecture
3. End to end implementation architecture
6.1.2 24 X 7 X 365 Availability
The solutions’ design and deployment architecture should be such that the system is available to users 24
X 7 throughout the year without any down-time even during OLTP, daily, monthly or annual closings,
system maintenance, backups, report generation, MIS generation, and running of batch processes.
6.1.3 Laison with existing & Future Vendors/ OEMs
The bidder is required to liaise with the vendors of all existing and future applications, interfaces, delivery
channel and network management of the Bank, other applications/utilities, interfaces and hardware
implementation. Bidder is expected to take the responsibility of managing all the applications, interfaces,
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infrastructure and coordinate with the bank’s vendors to meet required SLAs in addition to providing
facility management support.
6.1.4 Multi-Lingual
The solution should have multi-lingual capability for UI (English, Hindi, Punjabi, Gujarati, Marathi, Tamil,
Telegu, Malayalam, Odia, Bengali, Assamese and Kannada). The functionality should be provided as per
regulatory guidelines. The solution should go live with English & Hind language. The bidder is required to
submit a timeline for go-live of the aforesaid languages.
6.1.5 Manuals/ Documentation
Bidder has to provide soft and hard copies of user manuals, system administration manuals and system
manuals and manuals for all functionalities available/ customized in the proposed solution.
Bidder has to follow leading industry practice and standards for documentation for the entire system
development life cycle. The documents and manuals should be kept up to date with proper version control
during the entire contract period. Bank may require the bidder to deliver the following documents in hard
and soft copy to Bank during development and implementation of the solution.
1. Detailed System Requirements Specification Document
2. High Level architecture document
3. Customization retro fitment document
4. Techno-functional risks and mitigation document
5. Functionality traceability matrix which would provide details on the interdependence of technical
components for the realization of a functionality
6. High Level Design document
7. Low Level Design document
8. Data migration strategy document
9. Interface strategy document
10. Test cases with results during UAT, SIT and any other test cases
11. Deployment plan document
12. Change management methodology document
13. Security guide
14. User management guide
15. Release notes
16. Impact matrix
6.1.6 Integration of Existing & Future Infrastructure
The bidder shall ensure seamless integration of the Omni-Channel Digital Banking Solution with Finacle 7
& Finacle 10 and other existing applications/utilities, network, security, platform and storage
infrastructure in the Bank’s Data Center Site and Disaster Recovery Site etc. Bidder shall also be
responsible for integration of newer peripheral applications that may be taken up during the tenure of
this project. Any interface taken up after the SRS Sign-off of the omni-channel application will be taken up
on mutually agreed change request basis.
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6.2 Growth Projections for this RFP

Parameter 2018-19 2019-20 2020-21 2021-22 2022-23 2023-24
Internet & Mobile 13,70,000 16,44,000 19,72,800 23,67,360 28,40,832 34,08,998
Banking Users
**Note
Bidder is required to provide licenses for 25 lakhs Retail -Internet, Mobile Omni Channel & MADP, 1 lakh
for wearable Users and 20,000 Corporate-Internet, Mobile, Omni Channel, MADP Users. For additional
requirements, bank will take licenses as per the rate card mentioned in the Bill of Material.
Hardware, OS, DB should be sized to support up to 40 Lakh Internet, Mobile and Omni Channel users (Retail
& Corporate).
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7 Detailed Scope of Work

The Bidder is required to supply, configure, customize, maintain and support Omni Channel Digital
Banking Solution, which includes but is not limited to:
1. Supply, installation, customization/ development and maintenance of the required Omni-channel
digital banking solution (all relevant application(s)/ software license(s)) and hardware & software.
2. Provide interfaces required to integrate the solution with other banking systems and applications
3. Provide complete testing and required training to identified trainers (on train the trainer module) and core
team
4. Provide hand-holding support during roll-out
The proposed Omni Channel Digital Banking Solution should broadly cover the following features other
than the detailed functionalities provided in Appendix 1: Functional & Technical Specifications.
1. Seamless Integration between Internet & Mobile Banking Platform
2. Seamless integration with Wearables
3. Provision to Integrate to other channels as defined by the Bank
4. Solution should have a stable environment, clean and modern design that meets the latest UX and UI
trends
5. The web-based solutions needs to be built on a single code base that automatically adjusts to screen
sizes, performs effectively on desktop (including wide screens), laptop, mobile, and tablet across all
operating systems and multiple browsers.
6. The color palette used in the design phase should be based on the corporate colors of the Bank.
7. The solution should have multi-lingual interface
8. The solution should be intuitive, well-organized, aesthetically pleasing, visually compelling and
representation of the excellence that our clients expect from PSB
9. Simple user interface that is easy to navigate
10. All pages should have print version
11. The solution should follow the “3 clicks” rule, i.e. the user should be able to reach any specific piece
in not more than 3 clicks
12. Bidder should ensure encryption of data at rest and data in motion
13. The solution must be viewable on multiple platforms, resolutions and browsers
14. The solution should deliver a consistent and delightful Customer Experience
15. It is the responsibility of the Bidder to maintain the transaction logs as per the guidelines issued by
RBI.
16. Bidder is required to integrate proposed solution with Finacle 7.0.25 which works only on ISO 8583.
Bidder is required to propose a suitable methodology for integration with Finacle 7.0.25 on ISO 8583.
Further, the bidder is also required to integrate the proposed solution with Finacle 10.x as and when
upgraded by the Bank.
17. The solution must comply with all the Operative Guidelines for Mobile & Internet Banking
Transactions in India issued by RBI, NPCI and any other regulatory body with any further guidelines
and mandates issued for Mobile & Internet Banking Transactions.
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18. Bidder is free to decide the zero data loss methodology either through Host Based replication or
storage based replication or hybrid which will ensure bank to experience zero RPO and RTO of 15
mins. Bidder has to ensure that replication is performed for both database and application.
7.1 Supply of Software Licenses
The bidder shall supply a complete Omni Channel Digital Banking solution to meet the functional and
technical specifications as mentioned in Appendix 1.
The following considerations must be taken for supply of software:
 All software envisaged is required to be on-premises software licensed to PSB

 The software supplied must be the latest version of the software supplied by the OEM.
 Beta versions of any software shall not be accepted.
 The bidder shall ensure that the software licenses supplied in its bid adequately cover the needs of
PSB as per the requirements in this RFP.
 The bidder must consider the disaster recovery environment while proposing the software licenses.
 The successful bidder should provide comprehensive ATS for proposed solution, including other
software, associated modules and services required to meet the requirements in the RFP.
 The support for the solution should include the following:
o All minor version upgrades during the period of contract at no extra cost to the Bank
o Program updates, patches, fixes and critical security alerts as required
o Documentation updates
o 24*7*365 Support for the solution to meet the Service Levels
o The Bidder must conform to a response & resolution time aligned to service levels defined in
Section 12
 The proposed Application version should not become End of Support for the entire contract duration.
7.2 Hardware Requirement
Bidder is required to size, supply, design, commission and maintain hardware, OS, DB as well as all
software required for the proposed applications that should be as per the contract duration mentioned
in RFP document for all environments, i.e. DC, DR and Non-Production (Test, Development & Training).
The bidder is required to provide the necessary hardware to operationalize the complete omni-channel
digital banking solution.
Bidder should consider high availability at all three layers. Web layer and Application layer should be load
balanced in Active- Active at DC and DRC and database layer can be proposed in active-passive. The
architecture at disaster recovery centre should be a 100% replica of primary data center.
The hardware details must include:
 Server and Storage (usable capacity and RAID) requirement

 Production Environment (Web, Application, Database, Middleware etc.) at DC and DRC
 Development Environment at DC
 Test & Training Environment at DC
 Fiber channel SAN Switch with hardware level redundancy at DC, DR and Near DR
 Any other hardware component required as part of the solution
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The bidder shall propose hardware (only from the sizing perspective) such that at any point in time during
the contract period, the average CPU utilization should not exceed 70% at the primary data center. Bidder
is required to submit a sizing adequacy letter from the OEMs of the solutions. Hardware, OS, DB should
be sized to support up to 40 Lakh Internet, Mobile and Omni Channel users (Retail & Corporate).
Bidder will have to deploy hardware resources at DC and DR as per the project plan. Hardware technology
proposed by the bidder should be based on the latest offerings by the respective OEMs.
The hardware should be of enterprise class, best of breed, tested and stable release of OEM.
The proposed servers should comply with the minimum specifications provided as part of Appendix 1B-
Technical Specifications.
The server should be fault-resilient with the most comprehensive features and functionality that ensures
maximum system uptime.
Vertical and horizontal scalability should be two important requirements for these servers as well.
Bidder should arrive at the sizing independently keeping growth roadmap in consideration and get the
same validated from the Solution OEM. Also, during the contract period, growth of the bank should be
considered and thus, the hardware proposed should have enough CPUs, memory and storage available to
accommodate the predicted sizing required.
Bidder is required to proposed replication techniques (Adhering to the SLA) for the following:
1. DC and Near DR synchronous replication
2. DC and DR asynchronous replication
Bidder needs to provide the detailed configuration of the proposed Hardware (Test, Dev and Training,
Production and DR) environments. Bidder shall submit Appendix 2: Commercial Bill of Materials filled in
with details in the description column. For bank to plan the hosting area, bidders have to provide the
space required in DC and DRC in per square feet.
 Space Requirements
 Power requirements
All hardware (required for interface, staging, Web Server, development and training server, and related
hardware components) and system software components required for the project, must be included in
the bill of Material of the Bidder. In case, Bidder fails to do so and the project demands additional
components at a later stage, then Bidder will have to provide additional components at no additional cost
to the bank. DB audit trail should be enabled across all environments and bidder is required to size the
hardware accordingly.
As per the architecture there are 4 copies of databases required at DC. Prod, Dev, QA / UAT / Sandbox,
Training with a performance neutral volume clones for each of the workloads and a full volume copy.
These copies shall have incremental updates. Other than that there shall four more point in time copies
for immediate rollback every 15 mins interval and for continuous data protection for 12 hours so
effectively 48 copies in preceding 12 hours. Other than that there will D2D backups available which shall
take restoration time window of equivalent time of backup window from D2D solution to production
storage.
The proposed hardware should not be End of Sale as on date of submission of bid and should not be End
of Support for the entire contract duration. In the event if the proposed hardware and software reached
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end of support during the period of contract, in such case the Bidder is required to replace the end of
support hardware/ software with equivalent or higher capacity hardware/software at no additional cost
to the Bank.
Bidder can consider Logical separation/ Virtualization for production and non-production environment at
compute and storage level. The bidder should note that the production and non-production environment
should be physically separate. The licenses should be provided to meet the requirements of the contract,
during the period of contract.
The Bidder can propose the latest version of industry leading RDBMS software.
Bidder is required to perform the following activities other than the ones called out as part of
Responsibility Matrix below:
 Installation/ Creation/ Re-Installation of databases with suitable hardening procedures as per Bank’s
policy.
 Fine tune and resolve performance issues through performance tuning and optimizations.
 Provides the required operational support to monitor the proposed applications database
environments
 Refers to the successful backup and restoration of the database instances as defined by PSB policy
 Management of the granting, removal, monitoring and editing of access rights allocated to the
database and application environments based on the Bank’s direction and approval
 Processes to perform database upgrades, performance tuning and repairing a database (if required)
 Create, Implement and validate database recovery solutions. Support during DR testing and during
actual DR situations
The Bidder should provide all hardware systems, Backup Solution, Backup Server, D2D (at DC) and Tape
Library.
1. The tape library offered should be of modular design to allow configuration, and addition of capacity
to increase performance. Offered Tape Drives in the Tape Library should be LTO7/8
2. The proposed Tape Library should be offered with redundant power supplies and cooling fans.
3. Offered tape library/ tape drives in the library should have a minimum of two redundant connections
to SAN switches.
4. The Management console/interface of the proposed tape library shall provide the following
functionalities:
 Manage Tape Drives and Cartridges
Responsibility Matrix
The responsibility of Hardware of the Bidder/ Consortium Partner (CP) is as below:
Sl. No. Activity Activity Owner
1. Hardware Design (HLD and LLD) Bidder / CP
2. Supply of Hardware Bidder / CP
3. Installation of Hardware Bidder / CP
4. Supply of OS Bidder / CP
5. Supply of Application Server Bidder / CP
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Sl. No. Activity Activity Owner

6. Supply of Webserver Bidder / CP
7. Supply of Database License Bidder / CP
8. Supply Middleware and/or SOA layer, if required Bidder / CP
9. Supply of API Gateway Bidder / CP
10. Installation of OS and utility software (Operating System, Bidder / CP
Application Server, Webserver and Database)
11. Transit Insurance and extended insurance of hardware - till Bidder / CP
installation and acceptance
12. Training and handholding of hardware installation, housekeeping Bidder / CP
and management
13. System Integration Testing Bidder / CP
rd
14. UAT and Data migration Audit 3 Party proposed
by the Bidder
15. Conformity / compliance in case of identification of any non- Bidder / CP
compliance identified by the bank during installation.
16. Documentation for delivered hardware and necessary installation Bidder / CP
to be provided to the Bank
17. Management, Maintenance and Support of all supplied hardware Bidder / CP
equipment(s) and software components
18. Preventive maintenance of Hardware supplied and implemented Bidder / CP
19. Periodic patch, script, release etc. update of firmware, Operating Bidder / CP
System, Application Server, Webserver, Database, software for
hardware management etc.
20. Periodic audit including IS audit & Cyber Security audit Bank
rd
21. VAPT 3 Party proposed
by the Bidder
22. Audit conformity / compliance Bidder / CP
*In case of DB related findings co-ordinate with Bank for assistance
/ support required, if any. *Bank
23. SLA report generation and submission Bidder / CP
24. SLA dispute identification and resolution Bidder / CP
25. SLA Conformity review post submission of SLA Compliance report Bank
by bidder
26. Reverse transition upon early termination or end of contract Bidder / CP
27. Supply, implementation, customization, parameterization, Bidder / CP
maintenance, management and support
Also, the indicative list of hardware and application instances are given as below:
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Sl. No. Solution DC DRC (% of HA

DC)
1. OMNI channel Server Yes 100%
2. Virtualization platform for above servers Yes 100%
3. OMNI Channel Storage (Flash Storage) with encryption Yes 100%
(3DES 256 bit)
4. SAN Switch and FCIP router (if required) Yes 100%
5. Backup Solution Yes 100%
6. Tape Library Yes 100% At DC
7. OS License Yes 100% and
8. Application Server License Yes 100% DRC
9. Web Server License Yes 100% both
10. API gateway Yes 100%
11. Middleware (if any for the purpose implementation of the Yes 100%
Omni-channel solution and its integration with Finacle)
12. Application Delivery Controller / Server Load Balancer for Yes 100%
Web and Application Instances
13. Production Instances Yes 100%
14. Development and customization instances
No
15. User acceptance testing / Sandbox instances Only at 20% of
16. Product walkthrough, Training and handholding instances DRC Prod
17. Intermittent arrangement of migration instances
Bidder to note that Virtualization is allowed to be done in all the instances however bidder should keep
the following restriction in mind:
The virtualization should be implemented in such a way so that there is no single point of failure, in case
of one instance / node is deployed in server 1 then the second instance / node of the same environment
of the solution should not be deployed in the same physical server.
Example: Assuming the proposed solution requires two web nodes say Web01 and Web02 and have three
Production servers SRVPRD01, SRVPRD02 and SRVPRD03 with virtualization implemented; if Web01 node
is deployed in SRVPRD01, then Web02 node is not allowed to be configured in SRVPRD01, it is to be
configured either in SRVPRD02 or SRVPRD03.
7.3 Detailed Requirement Gathering
The Bidder will conduct a detailed requirement study to develop a Software Requirement Specification
(SRS) which would cover all the functionalities which would be offered to the bank. The functional
requirements will also include all functional requirements mentioned in Appendix 1A. The SRS will be
handed to the bank for review and additions. All additional suggestions given by the bank will also be
added to SRS by the Bidder and followed by sign-off from the Bank.
Bidder will provide all functionalities mentioned in the SRS document. The Bidder will implement the
Omni-Channel Digital Banking solution with all software to meet functional requirements of FRSM. The
implemented solution will be tested thoroughly. The customization by Bidder to bridge the gaps will be
included in the price bid and the bank shall not be responsible for any additional cost. Bidder should also
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cover additional functionalities like bug fixing, gaps/problems found during testing and gaps against
functionalities in Appendix 1A.
7.4 Customization
 The Bidder is expected to undertake a detailed current system and procedures assessment for the
Solution. The Bidder is expected to document the current state assessment and get the same
reviewed and approved by the bank.
 The Bidder needs to provide all statutory and regulatory reports as required by the regulatory
institutions. The Bank will not pay any additional customization costs either for gaps observed as given
above and/or gaps observed for statutory or regulatory reports as required by the Bank.
 The Bidder is expected to provide a resolution to all gaps observed during Functional Requirement,
Product Demonstration, Current Systems Study, Training, User Acceptance Testing (UAT), Business
Process Definition (BPD) and subsequent roll out for all the proposed solutions. The cost of
customization should be included as part of Appendix 2- Commercial Bill of Material.
 The Bidder will have to ensure that the software provided as part of the Solution project meets all the
requirements described in detail in the functional and technical requirements and to carry out all
customizations or development work as maybe required by the Bank at no additional license charge/
fees/ expenses. The Bidder will have to provide all the MIS reports as per the requirements of the
Bank.
 The Bidder will have to carry out all the customization related work at the premises of the Bank. The
customization work can be carried at off-site after taking banks approval in case the customization
cannot be carried out at the Bank premises. The Bank will have to be a party to the Functional
Requirements Specifications sign-off, UAT, UAT sign-off, Installation sign-off and Implementation sign
off.
 The Bidder will have to install and commission the software for customization and support UAT as per
Project Plan failing which the Bidder will have to be liable to pay the Bank the applicable penalty for
delay. The Bidder will have to provide all tools, testing instruments, drivers, consumables, etc.
required to install and customize and test the software.
 The Bidder will have to document and submit to the Bank all the testing activities, procedures and
results.
 The Bidder is required to ensure that the software provides interfaces to the other existing application
systems and solutions. Applications and solutions implemented by the bank in future will be
interfaced/ integrated at per Man-day cost, as stated in the Appendix 2: Commercial Bill of Material.
 The Bidder will have to provide the Bank weekly progress reports on the bugs/problems
reported/points taken up with schedule of date of reporting, date of resolving, and status for all kind
of bugs and problems whether reported by bank or Bidder staff.
 Customizations would be both with respect to the proposed solution and interfaces that the Bank
proposes to implement through the selected Bidder.
 The Bank may require the Bidder to address additional requirements that are other than the
following:
o Bug fixes
o Gaps found during base version testing
 Additional Software Customizations and Enhancements that would be provided based on future
requirements at additional costs shall not attract ATS / AMC.
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7.5 Gap Identification & Resolution

 The Bidder will provide the Bank with the gap identification report along with the necessary solutions
to overcome the gaps and the time frames.
 The Bidder will ensure that all gaps identified at the time of system testing will be immediately
resolved.
 The Bidder will ensure that gaps pointed out by the audit and inspection teams, statutory and
regulatory bodies, consultants or any other third party agency engaged by the Bank will be
immediately resolved.
 The Bidder shall resolve gaps by proposing a suitable work around or customizing the proposed
solution by way of modifications/enhancements, as necessary, to the proposed software solution.
 The Bidder shall provide all statutory, regulatory and ad hoc MIS (Management Information System)
reports as required by the Bank in the desired format during the initial phase of customization process.
 The Bidder shall provide for all subsequent changes to reports as suggested by the statutory and
regulatory bodies from time to time immediately to the Bank at no additional cost to the Bank during
the contract period.
 The Bidder will give adequate time to the Bank for reviewing the gap report
 The Bidder will incorporate all the suggestions made by the Bank to the gap report.
 The Bidder will ensure that they have the necessary infrastructure and people in place to resolve all
the gaps within the time lines agreed, for the implementation and roll out.
 The cost of all customizations as mentioned above is required to be included in the price bid and the
Bank will not make any additional costs for such effort till project goes live. While costing the
customization effort required, the Bidder should exclude the effort required from the Bank.
 The Bidder is expected to document all gaps observed by the Bank at various stages of implementation
including their solution and monitor and track the status of the same throughout the implementation
7.6 Interface & Integration Requirements
Bank may implement solutions in future. The bidder is required to integrate with the existing and future
applications, APM tool, online reconciliation solution, security solutions, etc. that are identified till the
time of SRS Sign-off. The OTP generated is to be secured through HSM. HSM Infrastructure should be in
HA at DC and DR.
The Solution should be integrated with PKI Solution and login server provided by the bank.
The Bidder is required to integrate and interface with BBPS Solution procured by the bank. Bank has BBPS
Solution from RBI, the functionalities which are mentioned in Appendix 1A: Functional has to be provided
by the bidder as part of the solution i.e. fetch & pay, Setting Standing Instruction, Addition of Billers etc.
7.6.1 Design Specifications
The proposed solution should have stable environment, clean and modern design that meets latest UX &
UI trends. The proposal should include the complete designs solution for the corporate and retail Internet,
Mobile Banking, market place etc. The following is an inclusive but not necessarily exhaustive list of the
requirements, desired features, and deliverables for the Design Phase:
 Conduct necessary user research and usability testing throughout the life of the project to achieve
objectives.
 Create design according to the world-class standards;
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 Propose minimum of 3 (three) unique design options for the home/login page and templates that
correlate with PSB’s style and will be used throughout the application
 Use intuitive, well organized, aesthetically pleasing, visually compelling design that represents
excellence that PSB’s clients expect from PSB;
 Successfully utilize the latest web/mobile trends and techniques to attract technologically proficient
users without alienating users who feel more comfortable with traditional methods of browsing.
The design shall refine the information infrastructure, which will:
 Prioritize content;
 Simplify discoverability
 Provide the best UX to users.
7.7 Migration
Migration is primarily concerned with the transfer of data from the source system to the target system.
This section broadly describes the scope for Migration from existing source systems to the proposed
Omni- Channel platform. The overview of the Bidder’s tasks is as follows:
1. Data Mapping between the existing Internet and Mobile banking application vs the Omni Channel
platform
2. Transform and load the data into the proposed Omni-Channel Digital banking platform
3. Perform data cleansing and removing data insufficiency while migrating
4. Provide consistency check on the data loaded into the proposed solution and confirm that there is no
data loss or error of data values
5. Bank’s obligation is to enable extraction of data from the existing application in an agreed format
Responsibility Matrix
Responsibility Vendor Bank
Document the migration approach and strategy (Migration and Transition) for R P
customer data held in existing channels
Document the migration approach for customer authentication credentials and R P
process for first login
Providing the data to be migrated R R
Migration of Transaction Data, Profile data comprising of User Credentials etc. R P
Data gap analysis, data validation and enrichment R P
Executing the migration utilities on the data R P
Resolving any inconsistencies in the data R R
Validating the correctness of the data R R
Validating the correctness of the converted data R R
rd
**Report for data migration audit to be submitted by 3 Party agency
Sign-off on completion of the task P R
Fallback/ Rollback Plan and Effort Required for performing Fallback/ Rollback R P
**R- Responsible
**P- Participant
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Approach
Data Migration for Digital Channels is an intensive operation including migration of transaction related
data, user credential data including customer identifier, key user contact information, token mapping,
user rights/ privileges and access control, channel limits, favorites and payees/ beneficiaries.
Based on the design philosophy between the legacy and the proposed applications and the resultant
complexities, PSB may opt not to migrate some of the above data (for security information like user rights/
privileges and access control) but create it afresh in the new application. Bidder to ensure that other data
is migrated smoothly.
The most important area related to migration other than transaction data in digital self-service channels
are User Credentials for authentication, as it has a direct impact on the customers of the Bank and require
their participation to some level. This is also a key aspect of change management and communication that
the bidder is required to look into.
For the purpose of this RFP, Bidders are required to submit a detailed Migration Approach document as
part of the Technical Bid detailing out the following:
 Overall Migration Plan

 Migration Approach for each application
 Migration Approach including but not limited to Transaction Data, Profile data comprising of User
Credentials etc.
 Schedule of Migration for each activity/ application
 In case of discrepancy in data, Bidder will provide a dashboard wherein the customer wise
confirmation on the required data done by Branches will be reflected.
 Fall back/ roll back plan in case of any Disaster. Fall back/ roll back plan in case of any Disaster. In
case of fall Back/Roll Back required in the event of unsuccessful migration/issues in the migrated
application(s), the bidder is required to roll back/fall back to the previously stable
version/platform/framework (reverse migration) at no additional cost to the Bank post approval/
confirmation from the bank.
 Dependencies/ Preparation/ Readiness required from the Bank
It is advisable to the Bidder to propose an approach which will minimize the change.
7.8 System Integration Testing

It is the responsibility of the Bidder to conduct SIT and unit testing prior to UAT.
7.9 External Agency for UAT & Audit
Testing
Bidder has to engage an external testing agency during the implementation stages. The external testing
agency and bidder will completely be responsible for end-to-end UAT and data migration audit.
Data testing on pre & post migration state of data is part of the scope. Testing agency will have to report
on field level variances, if any.
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Based on the contents of the RFP, the testing agency will be required to arrive at Test Methodology in
consultation with the bank, based on a standard which is suitable for the Bank and perform UAT on behalf
of the Bank. The external testing agency will completely be responsible for end-to-end UAT.
Vulnerability Assessment Penetration Testing (VAPT) to be conducted quarterly or as specified by the
regulatory authority/ Bank is also part of the scope of the CERT-IN empaneled testing agency.
Information Security Audit to be conducted quarterly or as specified by the regulatory authority/ Bank is
also part of the scope of the CERT-IN empaneled testing agency. However, the testing agency has to
ensure that the IS Audit is conducted before the Go-Live and all observations are closed.
Bidder needs to note that training need is to be conducted by the bidder manually.
External Agency will be responsible for performing the below activities:
1. Development of suitable testing methodology/ testing strategy document
2. Development of test cases in consultation with the Bank. Bidder has to provide already prepared test
cases to bank (not less than 200, negative & Positive) which bank may approve/ modify before
execution.
3. Development of test calendars.
4. Execution of all the test cases.
5. Development of entry and exit criteria for testing.
6. Development of detailed test scripts in UAT environment.
7. Train Bank’s team in test script development and testing methodology.
8. Test application software for functionality, operational convenience, security and controls. This will
also include positive and negative cases for each type.
9. Testing will be done on LAN as well as WAN environment including HO, ZO and Branches, as desired
by the Bank.
10. Record test results against the test cases tested.
11. The testing should also ensure conformity to:
 All customized menus and reports are working as per expectations.
 All customized Interfaces are working as per expectations.
 All functionalities are working properly as per the SRS document provided by the Bidder.
 Product Demonstration cases prepared by the Bank
 Gaps identified
 Interface testing with all types of transactions pertaining to that interface.
12. Point out gaps, errors, bugs during testing.
13. Document the gaps, errors and bugs observed during testing.
14. Maintain a track of errors, bugs and customization requests and their resolutions’.
15. Explain bugs, errors and gaps to the Bank and application vendors.
16. Follow up with Application vendor for fix or patch.
17. Re-test the gaps, errors and bugs after rectification.
18. Assist in Sign – off on the customization
19. Assist in Sign – off on user acceptance test.
20. Submit all documents on methodology, strategy, test cases, test documentation, customization
requests, solution etc. to the Bank.
21. Conduct unit testing, integration testing of the entire functionality of the solution.
22. External testing agency and the bidder together will be responsible for end-to-end testing and UAT
activities within scheduled timelines.
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23. Testing must include test cases on calculation and application of charges, EOD / BOD, interest
application, batch job execution, month end / half year end and yearly EOD / BOD, demand generation
response time etc.
24. All testing will be carried out with resources provided by the External agency in coordination with the
bank.
25. Acceptance testing shall broadly cover the testing of functionalities, migrated data (pre and post
migration), and all interfaces to verify that the proposed solution conforms to the business & technical
requirements and Gap analysis Report, Bandwidth and response time.
26. Bidder must fix the bugs, carry out necessary rectifications and deliver patches/version towards
changes which would be reported by external agency and the bank.
27. Bank shall accept the application software only after critical or major Bugs are fixed and are ready for
production Implementation.
Data Migration Audit
Bidder shall be required to engage a third party to recommend the audit methodology and tools, which is
suitable for Bank and audit the Data Migration as per timelines of the project implementation. The
external testing agency will completely responsible for end-to-end UAT and data migration audit.
Bidder has to carry out Data Migration Audit based on the recommended audit methodology.
The Bidder shall perform the following audit checks:
Data integrity checks: Pre-migration and post-migration data sets should be compared for data integrity
issues. Data integrity checks should check the following data parameters:
1. Raw data integrity
2. Business rules
3. Log Tables
4. Configuration/ Parameterization table
To ensure that the data in the new migrated environment qualifies the integrity and reliability tests and
in case any errors or mistakes are identified, suitable counter measures are taken by Migration team for
mitigating their impact.
1. Identify the critical fields (up to 50) to be validated from the field in source system based on the
experience of other migrations.
2. Business rules verification.
3. 100% of Configuration/parameterization table should be verified.
4. Vendor is expected to verify log tables and highlight various error logs if any, post migration.
5. To provide an assurance that 100% data for critical fields has been properly identified and accurately
and completely migrated to relevant data fields in the target system by understanding and validating
the migration controls, performing independent verification of Data migrations
6. Review back-up procedure so as to ensure SI will provide assurance of availability of data under
conversion ensuring that and not limited to that the data is backed up before migration for future
reference or any emergency that may arise out of data migration process.
7. Assessment of reliability of the financial data/ other critical data files
8. Comparison of pre-migration and post-migration data for checking integrity issues.
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Deliverables of data migration audit

1. Data migration audit strategy.
2. Migration process review report
3. Field wise Exceptions reports (pre & post)
4. Final compliance report, post migration.
External testing agency and the bidder will be responsible for end-to-end UAT and Data Migration audit
activities.
7.10 Other In-Scope Services
1. There shall be stabilization period of 30 days post go-live of Omni-Channel digital banking solution.
During this period, the successful bidder is expected to provide hand-holding services to the business
team.
2. The successful bidder is expected to ensure that all functionalities as mentioned in Appendix 1-
Functional & Technical Specifications are made available to PSB.
3. The Successful bidder is expected to ensure that all statutory and regulatory changes till the SRS
Signoff is incorporated in the solution at no additional cost to the bank. However, any changes post
SRS Signoff will be on CR basis based on the rates provided in the bill of material.
4. The successful bidder is expected to carry out a requirement study for the functionalities and services
required by PSB, to gain understanding of the business requirements.
5. Bidder must note that it shall not be permitted to change the proposed OEM Solution after submission
of bid. Bidder must also note that it shall not be permitted to quote any options of solution/OEM.
Failure to adhere to this clause will attract disqualification of the bid / contract as well as invoke
related damage clauses as specified in Terms and Conditions.
6. The successful bidder must provide for separate production (at DC and DR), testing and training
environments.
7. The successful bidder is expected to customize the screens, design and layout of the solution
depending on the requirements of the bank, at no additional cost to the bank till SRS sign off
8. The successful bidder is expected to customize the solution based on the requirements of bank.
9. The successful bidder is expected to support the bank in the installation, implementation, rollout and
maintenance of Omni- Channel Digital Banking solution.
10. The successful bidder would be expected to manage, maintain and monitor the solution for the period
of the contract.
11. Bidder/ 3rd party testing agency is required to factor in mobile devices of various form factors for
testing of solution.
12. The successful bidder is responsible to impart requisite training as per Section 7.12.
13. The selected bidder has to ensure the seamless switching of all the services to Disaster Recovery (DR)
site during DR drill as and when decided by Bank or in case of non- availability of primary/ DC site.
14. The bidder needs to mention any other security feature supported by the system with details and
architecture of the security components.
15. The Bidder is required to make changes in the Solution including software, procedure and operations
as required by regulators from time to time to comply with any new rules of Indian Law, RBI, IBA,
TRAI, Govt. of India, NPCI guidelines and other Regulator body for Omni-Channel digital banking
solution, as per Point 3 mentioned above.
16. The Bidder should ensure continual security of the software/solution. Any development activity for
incorporating security measures should be a part of the ATS.
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17. The hosting Space, Power arrangement, Server racks shall be provided by the Bank at DC and DRC.
18. Bank is in the process of procuring a Computer based training (CBT) tool separately and it is the
responsibility of the bidder to assist the Bank and Bank’s CBT vendor in content creation. Also, bidder
is required to provide assistance annually for content creation.
It is the responsibility of the successful bidder to resolve any deficiency identified in the performance of
the Omni-Channel Digital Banking solution, as observed during the acceptance test. This includes
replacement of some or all equipment at no additional cost to the Bank, to ensure that the solution meets
the requirements of the Bank as envisaged in the RFP.
7.11 DR & NDR Setup

1. Bidder has to ensure that DR & NDR setup is ready on the date of Go Live of Omni-Channel Digital
Banking Solution
2. Bidder should make necessary setup to enable the DR & NDR within the agreed time lines.
3. Bidder should carry out the deployment of the application in DC and DR, Mock, UAT as applicable.
4. To ensure proper rollback, bidder has to ensure that the old setup at all the locations is As –IS as per
the agreed timelines during migration strategy formulation.
7.12 Training
 OEM is required to mandatorily provide user training to optimal number of personnel identified by
PSB on functional and operational aspects of the entire omni-channel digital banking solution.
However, it is the responsibility of the Bidder to conduct annual refresher training.
 Types of training:
o Executive Training
o Core Team- Functional
o Core Team- Technical & Administrative
 Training schedule will be as follows:
S.No. Training Type No. of days No. of batches No. of trainees
per batch per batch
(Working days)
1 Executive Training 5 1 10
2 Core Team Training- Functional 5 1 10
3 Core Team Training- Technical & 5 1 10
Administrative
4 Annual Refresher Training 3 1 10
**Each batch should accommodate additional 20%of resources over and above the limit prescribed
 At the end of each training session, an evaluation test needs to be conducted to ascertain the
effectiveness of the training.
 Training deliverables shall be
o User Training Plan
o Training Material (in English)
o User Manuals including customizations specifically done for the bank.
On receipt of each deliverable, PSB will review each deliverable within agreed time frame. It is also the
responsibility of the Bank to identify and ensure attendance of appropriate personnel.
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7.13 Go-Live
1. Bidder has to provision for adequate no. of L1 and L2 resources and ensure that they are well-versed
with Bank specific solution functionalities, integration and customizations throughout the contract
period.
2. Go-live shall be considered as complete when the application usage is tested and signed off by the
bank.
7.14 OEM Scope
For being committed to the success of the project and take ownership during the actual implementation,
it is the responsibility of the bidder to ensure requisite support from the OEM for various aspects of project
including hardware sizing, detailed requirement gathering, configuration, customization, performance
tuning, implementation support, setting up of production and test environment. The Bidder shall assess
the requirement of professional services from OEM(s) for all components of the solution, and provision for
requisite support as part of Appendix 2- Commercial Bill of Material.
Bidder must provision for qualified personnel to ensure highest standards during implementation phase.
OEM’s involvement for omni-channel digital banking should be minimum 10% of the onsite
implementation effort being proposed by the bidder during the implementation. Below mentioned
activities are to be mandatorily be done by the product OEM.
S.No. Deliverable Application OEM Responsibility
1 Hardware Sizing OEM to provide and validate the sizing sheet according to the
projections provided by the bank and submitted by the Bidder.
Bidder is required to submit the Sizing Adequacy letter from the
Application OEMs (MADP, UPI, IMPS, Internet Banking, Mobile
Banking and Omni Channel Platform) as per Annexure 17
2 Project Plan OEM to review the Project plan submitted by the Bidder
3 Training OEM has to mandatorily provide training to the Core team
(Functional and Technical & Administrative).
It is also the responsibility of the OEM to provide training manuals
to each participant. All training material should be in English and
should include customizations specifically done for PSB. However,
it is the responsibility of the Bidder to arrange and manage the
training schedules.
4 SRS Document OEM to validate the SRS document submitted by the Bidder
5 HLD/ LLD Bidder to take inputs from the OEM and provide LLD & HLD
documents to the bank. However, it is the responsibility of the
OEM to review and recommend a methodology to achieve best
performance.
The same needs to be implemented upon sign-off on the
documents by the Bank.
6 Data Migration OEM to validate the Data Migration Approach prepared by the
Strategy Bidder which should broadly include the approach for customer
data held in existing channel application, approach for customer
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S.No. Deliverable Application OEM Responsibility

authentication credentials and process for first login, template
formats in which data is required from legacy systems, execution of
migration utilities on the data and resolving the issue for any
inconsistency in the data.
7 SIT & UAT OEM to assist in SIT and UAT
8 Base Product Patches OEM to provide all patches related to Product, Customizations and
Interfaces within the agreed timelines.
OEM to reconcile the product and other patches provided to the
Bank in a manner that the same is available on Day 1 to the Bank.
9 Go-Live OEM to assist in having hygiene factors in place for checks and
closures of SIT/ UAT/ correctness of data. OEM should be available
during the Go-live period to address any bugs raised during the go-
live phase.
10 Status Reports OEM till implementation closure is required to be a part of the
status calls from an application point of view to provide timelines
for bug closures. The OEM Involvement is required during the
project review meeting throughout the implementation period
11 Documentation OEM to share the following:
 Product manuals
 Technical manuals
 Data Dictionary of the Product
7.15 Project Management & Monitoring Implementation Services
The bidder is required to project manage the entire implementation and Go-live of Omni-Channel Digital
Banking Solution. The bidder is expected to provide expert project management resources to hand hold
the Bank throughout the project management life cycle and define an effective IT Governance mechanism
for the bank.
As part of the project management exercise, the bidder is expected to:
1. Setup the project management office and framework comprising of:
 Project charter formulation
 Project risk analysis
 Assistance in project management and project elivery team identification and resourcing
 Change management procedures
 Project planning and detailing
 Project quality management procedures
 Employ a formal project methodology on all projects undertaken with the level of detail and
control scaled appropriately to the magnitude of the project effort and adhere to all project
management processes and procedures
2. Project Manage the following phases of the project :
 Current State assessment
 Business parameterization
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 Gap analysis and Customization

 User Acceptance testing
 Data migration
 Rollout
3. Closure of issues pending for resolution
4. Measure the progress made in the implementation of the project
5. Track customization and gaps
6. Monitor closure of gaps and customizations as per delivery schedules
7. Provide regular updates to the steering committee and board as required by the Bank
8. Participate in all technical and functional discussions relating to the projects
9. The bidder is required to project manage the Go-Live and provide executive reports.
7.16 Facilities Management and AMC/ ATS
The Bidder will be single point of contact and responsible for AMC, ATS, guarantees & warrantees for
all, components, hardware, software, etc. the products and solutions proposed by the Bidder by way of
this RFP should come with warranty as provided by the respective OEMs. Thereafter, the Bidder should
provide AMC/ATS for these products and solutions (a warranty of 3 Years for Hardware and 1 Year for
Software). Also, the facilities management function should be carried out from the Bank’s premises. The
bidder must note that the managed services as a part of facilities management should be available
for all environments viz., Production and Non-Production. Bidder to note:
a. Hardware Warranty starts post acceptance of the hardware. The period of warranty is three years.
The AMC hardware shall begin post completion of warranty.
b. Warranties pertaining to Software / Applications starts post UAT signoff of the solution with the
period of warranty as one year. ATS for Software/ Application shall begin post Completion of
Warranty.
c. Warranty pertaining to Database systems, OS & Other peripheral software shall begin post
deployment of licenses in production. ATS for Database systems, OS & Other peripheral software shall
begin post Completion of Warranty.
d. During FM period, Bidder will be responsible for:
i. Overall maintenance and working of the Solution
ii. Bug fixing and delivery of patches/ version changes effected
iii. Creating knowledge repository for the bugs identified, resolution mechanism, version
upgrade, future upgrade etc. of Application software, OS, Hardware etc.
iv. Provision should be available for version control and restoring the old versions if required by
the Bank
v. Enhancement, modifications, customization, patches, upgrades due to statutory, regulatory,
industry, changes till the SRS Signoff will be provided at no additional cost to the bank. During
FM period, if due to any statuary and regulatory requirement, system requires any
enhancement due to which there is major impact on sizing, then required procurement and
delivery of hardware and software will be on mutually agreed terms and conditions. However,
bidder has to provide all the services on CR basis to the Bank.
vi. Providing the sizing for anti-virus software, the Bank will provide the required anti-virus.
vii. Configuration changes, version up-gradations, performance monitoring, trouble shooting,
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patch installation, running of batch processes, database tuning, replacement / support,

technical support for application and data maintenance, , recovery, query generation and
management etc. of all software supplied under this RFP document.
viii. Bug fixing should be undertaken in the event of software failure causing an interruption of
operation of the proposed application as per the response / resolution times defined by Bank.
In case of any software /hardware /network failure, the solution should continue to function
seamlessly.
ix. All the detected software errors must be notified and corrected, as per the agreed timelines
x. Support the Bank in integrating any new applications to the proposed applications
xi. Provide Bank with weekly hardware utilization/performance monitoring reports and alert the
Bank in case of any performance issues by suggesting future capacity planning
xii. The operational support staff should have onsite support experience for the proposed
applications
xiii. Conduct DR drills in conjunction with the Bank’s policies/procedures
xiv. Routing the transactions through backup system in case the primary system fails Switching to
the DR site in case of system failure
xv. Service records and calls to helpdesk must be maintained and tracked for support, which
will be reviewed monthly by the bank
e. Software/ Applications Delivery must coincide with the delivery of the Hardware.
Bidder has to deploy competent resources for the team to provide necessary maintenance and support
as per the requirements of the Bank. Bidder has to deploy adequate resources to ensure that the systems
are up and customer services are not impacted. To ensure that the SLAs are met, the Bidder if required
will need to deploy additional resources during the contract period including implementation schedule
without any additional cost to the Bank. Bank has the right to interview and reject resources deployed by
the Bidder.
Bidder has to also ensure availability of OEM resources spanning across all phases of implementation
including Project Preparation, Solution Design, Configuration & Customization, Integration, UAT and
Training. Adequate OEM support for post implementation services should be factored in by the Bidder as
part of Appendix 2- Commercial Bill of Material.
Bidder has to submit the team profiles as per Annexure 11 – Proposed Team Profile comprising of a
dedicated Project Manager, Solution Architect and L1 & L2 resources.
Kick-off meeting shall happen within 15 days after the execution of the contract.
The successful bidder shall not change any member of the project team during the course of the project
without written consent from bank.
7.16.1 Facilities Management Services Requirements
As a part of FMS the Bidder shall provide services relating to maintenance and support of hardware,
software and other peripherals. Below is the list of the services required by the Bank. The list is
however, not limited to these services. Also, the Bidder shall consider and envisage all services that
will be required in the maintenance of these facilities and the management of these services will
be provided for all offices and branches of the Bank. The services must meet the service levels
mentioned in the RFP document.
 Coordination of warranty repair or replacement service for Hardware and process warranty claims,
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as applicable. If the equipment are required to be taken outside the Bank premises, the cost of
transportation and other related costs will be borne by the Bidder.
 Coordinating and scheduling maintenance activities with the End User and appropriate support
functions of the Bank (e.g. network support, facilities support, etc.)
 Maintain documentation on the status of Hardware in the process of being repaired
 Services including requirement analysis, assisting the Bank in hardware and system software
platform acquisition, testing, verification, and installation. The Bidder accepts that these services
allow access to business critical software and also agrees that services provided include
implementation and maintenance of the hardware as well as installation of the licensed software/
licenses provided by the Bank
 Hardware maintenance services including preventive Hardware support, preventive maintenance,
corrective maintenance to remedy a problem, and scheduled maintenance required to maintain
the Hardware in accordance with manufacturers' specifications and warranties
 Provide maintenance data, as reasonably requested by the Bank, to support replacement / refresh
scheduling
 Provide a single-point-of-contact to End Users for the resolution of Hardware related problems or to
request an equipment upgrade or consultation. If the Hardware supplied by the Bidder is to
be replaced permanently, then the Bidder shall replace the equipment of same
Make/Model/configuration or of higher configuration.
 Provide support and assistance, as required, to operational and software problems related to the
proposed solutions
 Update, or provide the information required for the Bank to update the asset details
 Track and report observed Mean Time Between Failures (MTBF) for Hardware
 Backup, remove, protect, and restore programs, data and removable storage media in a machine
prior to presenting the machine for service
Note: The Bank will not be liable to pay any additional charges in respect of any sort of maintenance
required during the tenure of the contract.
The activities (not exhaustive) that are expected to be provided by the Bidder have been listed below:
Activity Details
1. Server Management at DC and DR  Support of server operating system, system management
software and operating system utilities, including minor
upgrades (such as release upgrade)
 Provision of maintenance service, performance
maintenance, health check and trend reports
 Managing system IDs, domain structure, OS security and
OS configuration
 Define and Manage print queues
 Administer file system directory distribution and
replication
 Manage SOAPs and maintain logs
 Maintain processes
 Comply with banks IT policies
 Support migration activities
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Activity Details
 Coordinate any change in proposed infrastructure at
Bank’s location (Existing & Future)
 Create, maintain and provide all appropriate project
plans, project timelines, cost estimates, technical
specifications, management documentation and
management reporting in a format that is acceptable to
bank.
2. Server Operations – Incident  Determining scope of the problem
Management  Managing the incident through service restoration
 Validating severity classification of the problem
 Facilitating Service Recovery Team meeting
 Escalating the issue as required
 Conducting Root Cause Analysis
 Preparing restoration plans
3. Server Operations – System  Monitor all proposed hardware and software
Operations:  Administer and/or execute Service processes and
procedures
 Perform basic problem determination on systems and
components managed by Bidder which include:
 Hardware, System Software and Network problems
 Evaluate planned changes to server/appliance
environment and advise requirements to support such
changes
 Monitor status of system processes
 Monitor and respond to system/hardware alerts and
events, application alerts and application file system
space issues
 Monitor and maintain system error logs
 Perform required batch setup activities (ad hoc requests)
4. Server Planning  Configuration Management
 Performance Management
 Capacity Management
5. Storage Infrastructure Installation  File Management
and Maintenance at DC and DR  Manage non-root application file systems including
modifying file system sizes
 Storage Environment Management including SAN Switch
and device configurations Management, and storage
arrays and tape libraries configuration
7.16.2. OS/Server/Hardware Management categorized under Incident, Problem and Performance
Management Services
Bidder needs to provide below mentioned services but should not limit itself to this list:
 Account administration
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 Performance, Incident and Problem Management

 Monthly / Fortnightly call analysis
 Device rights control
 Monitoring service availability, resource usage i.e., CPU, memory, disk space usage
 Preparation of Preventive Maintenance Checklist, Root cause analysis and Capacity report
 Updating knowledge base, Service pack, patch and Antivirus definition
 OS Hardening
 Troubleshooting system alerts with knowledge base
 Closure of incidents
 DC/DRC failure testing Half Yearly along with the Bank where the operations will be carried out from
DRC site
 Liaise with Bank’s Vendors for escalation
 Audit of administrator accounts and log file archives
 Testing of backup tapes for data reliability, patches and service packs
 Patch Implementation
 Configuring backup jobs
 Log analysis and monitoring
 Rotation of Log file
 Restoration Drill
 Adherence to backup schedule and troubleshooting backup failures
System Administration Services
Activity Details
1. Client account maintenance  Creating users, groups, user accounts
 Disabling user accounts
 Modifying user accounts, etc. on the system
 Review and approve processes
2. File / system / application access  Maintaining file and directory permissions on OS
management  Application access management like creating user
accounts at application level
 Access management
 Assigning application access
 Setting application passwords, user lockout, etc.
3. Security monitoring and  Monitor physical security
investigation  Assess risks on a particular system OS environment and
user needs
 Monitor any security issues pertaining to the proposed
applications and hardware
 Monitor attacks, bad bugs programmed threats
 Track logins, logouts, command runs
 Perform security audits, etc.
4. Performance optimization and  Monitor health and performance of the proposed
reporting hardware
 Conduct root cause analysis
 Error detection and correction
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Activity Details
 Troubleshooting and client support, etc.
5. Backup File Retention  Creating backup schedule
 Performing backups and restoring files
 Storing backups, Bidder should take backups for the
entire period of FM.
Service Desk & Managed Services
Bidder must ensure that the resources proposed for the helpdesk have adequate past experience in
the relevant areas of support. Also, reports should be provided that effectively summarize and
communicate the performance and compliance with service levels defined in the Bank’s service level
agreement (SLA) with the Bidder. It is the responsibility of the Bidder to right size the resources to meet
the SLAs.
It is the responsibility of the bank to provide necessary seating space, furnishing, desktops, and
electrical connections for the same along with PSTN telephones with STD facility etc. Bank also reserves
the right to interview and reject resources if they do not have the necessary skill set to be staffed for
providing support.
Bank also has the right to audit the production, development and test systems including desktops,
laptops for data security, at any time. Also, the bank can reject resources if they do not have the
necessary skill set to be staffed for providing support. The Bank will have the ability to directly generate
standard and ad hoc reports as needed.
The Bidder service desk should have the following features/functionalities:
 Liaison with third party vendors

 Should act as a Single Point of Contact for all services
 Should encompass Helpdesk, Asset Management and Vendor Management
 An interface for other functions in IT Services Continuity Management like maintenance, software
licenses, Service Level Management, Availability Management
Should be available 24 hours a day, 365 days a year
 Providing telephonic and/or electronic mechanisms for problem reporting requests for service,
and status updates
 Routing of non-Bidder supported actions to the banks team or banks designated team within 15
minutes after acknowledgement receipt of the trouble ticket
 Log Tickets on behalf of users calling service desk over phone with the correct category, severity,
problem description, user information
 Call logging and routing to the appropriate support team or respective parties in case of issues
pertaining to third party vendors
 Notifying users/customers of problem status and resolution as per the defined SLA
 Monitoring systems to proactively determine, diagnose, and resolve problems
 Receive incidents, service requests, queries , change requests from End Users and IT through one of
the agreed modes for communication
 Escalate issues/ tickets which are going beyond service levels
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 Escalate customer complaints to appropriate management staff for further action

 Track all issues and send status updates on the progress
 Prepare MIS for the tickets
 Extract agreed and ad-hoc reports and send it to concerned Bank officials
 Maintain up-to-date information on the SLA matrix, Severity and categorization matrix
 Bidder to ensure that banks provided (Existing and Future) EMS Tools and Helpdesk tools are fully
integrated with all the solution proposed in the RFP to ensure smooth functioning.
L1 & L2 Service desk levels would be setup at the Bank’s Project Office/DC/DR or any other location as
per bank’s requirements.
All Onsite Resource of the Bidder are required to carry their Company ID card at all times within the bank’s
premise.
Level 1 (L1) Support
Role & Responsibility Description
L1 1. Serve as IT Service desk front-end for all users
2. Categorization of requests
3. Functional clarification/ work around to be provided by Level 1 support
itself
4. Provide the timeframe for providing solution resolution
5. Logging bug and reporting for further processing
6. Provide telephonic and/ or electronic mechanisms for problem
reporting requests and for service and status updates
Bidder 1. Provide for L1 helpdesk at Bank’s Project Office/DC/DR
2. Provide for L1 support for all activities and services that are part of
the scope
3. Resolution should be provided on a pro-active basis
4. Ensure that the methodology proposed for addressing and resolving
problems is aligned to the required and defined service levels
5. Factor in all necessary costs as part of Appendix 2- Commercial Bill of
Material
Bank 1. Provide 1 supervisor and/or 1 support personnel
2. Can change the locations of helpdesks at its discretion
Level 2 (L2) Support
L2 1. Should cover entire management and support of the solution
2. To act upon the tickets routed from Level 1
3. To assess cause of the issue and accordingly resolve the same within
the timelines
4. Resolve the call within stipulated timeframe as defined in SLA by
coordinating with the L1 team if required
5. Provide the timeframe for providing solution resolution
6. Updating status, resolution or workaround and date of resolution and
informing Bank about the same in terms of timely report submission
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7. Track problems from initial call to restore to service
8. Prepare a root cause analysis document with the resolutions provided
for major issues
9. Rectify any corruption in the software
10. Support and maintain all interfaces to the proposed solution and other
solutions part of this scope document
11. Modifications to existing scripts, reports
12. Present to Bank management on critical issues reported, resolved,
solution provided and suggested recommendations or leading practices
as and when asked by the Bank or on a monthly basis, whichever is
earlier
13. Support DR drills
14. Routing the transactions through the backup system in case the primary
system fails
15. Support for integrating any applications that need to be interfaced with
the proposed solution in the future
Bidder 1. Provide for L2 helpdesk at Bank’s Project Office/DC/DR
2. Provide for L2 support for all activities and services that are part of the
scope
3. Ensure that proficient and professional personnel are put to handle L2
Support
4. Resolution should be provided on a pro-active basis
5. Ensure that the methodology proposed for addressing and resolving
problems is aligned to the required and defined service levels
6. Factor in all necessary costs as part of Appendix 2- Commercial Bill of
Material
Bank 1. Bank will evaluate the resource for day to day operations and/or
implementation skills and if found that the resource is not meeting the
tasks required to be fulfilled by the resource the bank may ask the
bidder to replace the resource.
Application Management
Criteria Service Description
Service Required  Installation, configuration and Un-installation/ re-installation of
application
 Processing Change request
 Bug fixing
 Data & Code Migration and Uploading
 Incident and problem management
 24*7 Performance Monitoring & Management of application
 Application Patch management and version control
 DR setup creation and DR management including DR synchronization, DR
drill, etc.
 Perform quarterly DC – DR drills
 Performance Management & Adherence to SLA
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Criteria Service Description

 Support to know errors and problems
 Monitor alert notifications, checking for impending problems, triggering
appropriate actions.
Bidder’s Responsibility  Provide Application Management services to manage omni-channel
digital banking solution
 Provide relevant reports for the previous month in the 1st week of
every month and review it with the Bank in next 3 working days
 Compliance reports against the Service Levels defined in RFP and
calculate the Penalty and Liquidated Damages based on the level of
deviation from Service levels defined
 Submit the list of reports to track performance on service levels for all
managed services under scope of this RFP
Operations Management
 The management system should produce standard reports that are to be provided to the bank
 Server performance metrics shall include processor utilization, hard drive space utilization, and other
critical operating system needs including buffer space or swap space
 Ensure that the entire solution including IT infrastructure of the Bank to be provided as part of this
RFP shall comply with Security Policy of the Bank as approved by the competent authority,
 Review the security policies, procedures and guidelines of the Bank for effectiveness and
recommend improvements; identify and implement protection requirements for operating system
and application resources
 Monitor the health status and utilization of all the propose servers, storage and other hardware.
Patch Management
This includes activities such as rollout planning and obtaining Sign-off for Patch release implementation.
The Bidder also needs to communicate, prepare and train the team for Patch implementation. Patch
Release, distribution and installation should be taken care of. Compliance & Adherence to Security Control
Points should be as communicated by the Bank. Bidder should apply necessary updates within 7 working
days of it being tested in the bank’s environment.
Bidder’s Performance Metrics and Management
 Bidder’s performance will be monitored and recorded for the entire contract duration. Performance
assessment comprises of Delivery of services, Compliance with service levels, Availability of services
within established timelines and Customer satisfaction ratings. It also includes complete and
satisfactory resolution of any contractual discrepancies other than those resulting from Acts of
God.
 Reports on performance of services must be created and distributed to the Bank's management in
an agreed upon electronic format. Reports must be published on all functions, including
performance and the measurement of the Bidder’s actual performance against the required service
levels.
 It will not be the responsibility of the bank to resolve issues between Bidder's personnel and any
sub-contractors retained by the Bidder
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Warranty
S.No. Term Description
1 Warranty Terms  The products & services offered must include
comprehensive on-site warranty as provided by the OEM
including all software, hardware, parts, media, patches,
updates and licenses.
 Bidder is required to provide staggered hardware depending
on the volumetric defined in the RFP and associated
software and applications. Thus, the warranty and
subsequent AMC/ATS of the components will begin as per
the phased delivery.
 Warranty must comply with the agreed Technical
Standards, Security Requirements, Operating Procedures
and Recovery Procedures
 No parts or/and accessories of the systems should be
excluded from such warranty
 If the bank buys any other supplemental hardware from a
third party and installs it within these machines under
intimation to the Vendor, then the warranty should not
become void. However, the warranty will not apply to such
supplemental hardware items installed.
2 Bidder’s Responsibility  Warranty in respect of proper design, quality and
workmanship of all hardware, equipment, accessories etc.
during the manufacturing period
 Maintenance of the systems and repair /replace at the
installed site, at no charge to the Bank
 An inventory must be maintained to include the registered
hardware warranties and software licenses existing as of
the Start Date and the warranties and licenses for
hardware and software including license renewal dates that
are either procured through the Bidder or procured by the
Bank with notification to the Bidder for inclusion in such
data base
 Performing warranty and license registration, if any, with
the appropriate manufacturer, for hardware and software
that are either procured through the Bidder or procured by
the bank with notification to the Bidder for inclusion in such
database
 Monitor warranties to check adherence to preventive and
repair maintenance terms and conditions
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 Reports related to hardware leases and warranties and
software licenses must be provided to the bank
 Maintenance of data regarding entitlement for software
upgrades, enhancements, refreshes, replacements and
maintenance
 Provision of technical information for preparation and
implementation of budgets and cost benefit analysis
3 In case of Failure/  Protection should be available for : Diagnostic for
Breakdown identification, Protection of data entered, Recovery / restart
facilities and Backup facilities
 The equipment should be repaired at site, if possible
 However, if the equipment is taken for repairs outside the
Bank, a substitute should be provided and data should be
transferred to the substitute machine besides creating back-
up in one of the systems at the Bank’s office. Also, the data
from the machine should be swiped off. The cost for
transportation will be borne by the Bidder.
4 Mean Time Between  In case of any equipment having hardware failure on four or
Failures (MTBF) more occasions in a period of less than three months or
six times in a period of less than twelve months during
the warranty period, then Bidder will have to replace it by an
equivalent or higher-level new equipment
 The cost of the new equipment will be borne by the Bidder
 If the new equipment supplied is priced lower than the
price at which the original item was supplied, the differential
cost should be refunded to the Bank
 Bank reserves the right to charge a penalty for any delay
caused in making available the replacement and repaired
equipment for inspection or in delivery of equipment or for
commissioning of the systems or for acceptance tests /checks
on per site basis
5 Additional Requirements  A quarterly Preventive Maintenance (PM), including
cleaning of interior and exterior, of all hardware and
testing for virus, if any, should be carried out by the Bidder
 Maintenance of proper records at each site for such PM is
also the Bidder’s responsibility
 In case the Bidder fails to provide the above requirements,
the warranty period will be extended by the period of delay
in PM
 For implementing different versions of Application Software,
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if adjustments /change in the configuration are to be made
in base memory, the same should be carried out by the
Vendor as a part of warranty
 No extra cost should be charged from the bank if the
Operating System or additional copies of Operating
System are required to be installed/reinstalled/un-
installed
 The Bidder shall provide or develop with the assistance of
Bank- Technical Standards, Security Requirements,
Operating Procedures and Recovery Procedures
 Perform an inventory of warranties and licenses in place as
of the Start Date. Billing of licensing will only commence
after installation of hardware.
 OEM warranty should be in line with the RFP requirements
& SLA will be acceptable.
Asset Tracking
 Bidder to identify, track, and report IT assets provided by the Bidder at DC and DR, including hardware
and software
 A periodic physical inventory and audits in accordance with the guidelines specified must be
performed and assistance should also be provided in resolving any discrepancies
Asset Moves (Relocation)
Bank during the contract period may shift its co-location centre. Bidder is required to coordinate with the
new co-location vendor to ensure that the services are not hampered and the system is up and running
from the new centre as provided by the Bank. Bidder to note that hardware movement from the existing
co-location centre will be done by the bank’s team. Bidder is only required to coordinate and ensure that
the system is up and running from the new co-location centre.
Escrow Mechanism
The Bank and the Vendor shall agree to appoint an escrow agent to provide escrow mechanism for the
deposit of the source code of any customization done on Commercial off the shelf software products
supplied/ procured by the Vendor to the Bank in order to protect its interests in an eventual situation.
The Bank and the Vendor shall enter into a tripartite escrow agreement with the designated escrow agent,
which will set out, inter alia, the events of the release of the source code and the obligations of the escrow
agent. Costs for the Escrow will be borne by the Vendor.
7.17 Project Timeline

The Selected Bidder shall be responsible for overall implementation and rollout of omni-channel digital
banking solutions required under this RFP and also must agree to the time duration specified. If the
BIDDER fails to do so within the stipulated time schedule or by the date extended by the Bank, it will
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be a breach of contract. In such case, the Bank would be entitled to charge a penalty as specified in
this RFP.
The time period required for the completion of activities is mentioned below:
Activity Duration (T + Months)

Hardware & Software Delivery T+ 1.5 months
Hardware, OS & DB Installation T+ 3 months
SRS Finalization & Sign-off by Bank T+ 3 months
SIT & UAT T+ 7 months
Sign-off and Go-Live of the Solution T+ 9 months
**i.e. Go-Live with at least English and Hindi language
Go-Live of the Multi-Lingual features T+12 months
**T is the date of signing of Contract
7.17.1 Project Review

The progress in the project implementation of Omni-Channel Digital Banking Solution will be closely
monitored and reviewed periodically by the following committees:
S. No. Description Frequency

1 Project Working Group Meeting Weekly/ Fortnightly
3 Steering Committee Monthly/ Quarterly
The members of the three committees will be finalized after selection of the bidder for the project.
Escalation Matrix
The bank as well as the Bidder will decide an escalation matrix to resolve any issues that may crop up
during project period. Both the bank and system integrator shall inform the names of the persons,
designation, Email ids and their telephone numbers for the escalation matrix to be effective.
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8 Terms and Conditions

The following are the general terms and conditions proposed to be included in the Contract. PSB 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 PSB. The
contract agreement will contain various terms and conditions relating to payment, delivery, installation
and commencement of operations, 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 PSB, will also form a part of the agreement.
Bidders not complying with the terms and conditions of the RFP are liable to be rejected.
The successful bidder must initiate work on the project within 15 days of execution of the contract.
The first page of the contract agreement shall be on a stamp paper of appropriate value.
The bill for the services rendered must be furnished along with the prices thereof, as per the terms and
conditions contained in this document.
Payment shall be made on the actual procurement however the commercial evaluation shall be on the
Total Cost of Ownership (TCO).
General Terms and Conditions
8.1 Terms of Assignment

The selected Bidder should perform activities as mentioned in “Scope of Work Section 6. However, if for
any reason the work is not completed as per the requirements of the RFP within the stipulated time the
bank will impose Liquidated damages as per Section 8.14 and penalty as per the section 12.
8.2 Amendment of the Bidding Documents

At any time prior to the deadline for submission of bids, the Bank, for any reason, whether at its own
initiative or in response to a clarification requested by a prospective Bidder, may modify the Bidding
Documents by amendment. All prospective Bidders may check Bank’s web site for amendments and it will
be binding on them.
Bank may, at its discretion, extend the last date for bid-submission.
Bank reserves the right to scrap the tender at any stage without assigning any reason.
8.3 Confidentiality of the Bid Document

The Bidder, irrespective of his/her participation in the bidding process, shall treat the details of the
documents as secret and confidential.
8.4 Documents Consisting the Bid

The Bid prepared by the Bidder shall comprise the following components:
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Technical Bid – Part I of the bid document. The Bidder shall furnish as part of its technical bid, documents
establishing the bidder’s eligibility to bid and its qualifications to perform the Contract. As part of its
technical bid, the bidder should submit documents agreeing to the bid’s terms and conditions. The
documentary evidence of the Bidder’s qualifications to perform the Contract if its bid is accepted, shall
establish to the Bank’s satisfaction:
 that, the Bidder has the financial and technical capability necessary to perform the Contract;
 that, the Bidder meets the qualification requirements
 Bid document as per format enclosed in Annexure
 Bid security (Earnest Money Deposit)
 Bid Amount (Cost of RFP)
 Duly Signed and Stamped RFP Document with Corresponding corrigendum/addendums
The Bank may, at its discretion, reject any bid document not accompanied by the above.
8.5 Earnest Money Deposit (EMD)

Non-submission of Earnest Money Deposit as mentioned in Key-Information will lead to outright rejection
of the offer. The EMD is to be submitted in the shape of Financial Bank Guarantee from any Scheduled
Commercial Bank valid for minimum 180 Days from the date of Bid Submission Date.
EMD of unsuccessful Bidders will be returned to them on completion of the procurement process. The
EMD of successful Bidder(s) will be returned within 30 days on submission of Performance Bank
Guarantee.
a. The Earnest Money Deposit may be forfeited under the following circumstances:
b. If the Bidder withdraws its bid during the period of bid validity (180 days from the date of opening
of the technical bid).
c. If the Bidder makes any statement or encloses any form which turns out to be false, incorrect
and/or misleading at any time prior to signing of contract and/or conceals or suppresses material
information; and / or
d. In case of the successful Bidder, if the Bidder fails:
 To honour submitted bid
 To sign the contract in the form and manner to the satisfaction of the Bank.
 To furnish performance Bank Guarantee in the form and manner to the satisfaction of the
Bank.
 To sign the contract and submit the Performance Bank Guarantee within 21 days of issuance
of Purchase Order. Bank reserves the right to revoke the Bank Guarantee in case of non-
submission of PBG within the stipulated timeline.
*All MSEs having registration as per provisions of the Public Procurement Policy for Micro and Small
Enterprises i.e. District Industries Centre (DIC) or Khadi and Village Industries Commission (KVIC) or Khadi
and Industries Board (KVIB) or Coir Board or National Small Industries Commission (NSIC) or directorate of
Handicrafts and Handlooms or Udyog Aadhaar Memorandum or any other body specified by Ministry of
MSME and Start-ups (recognised by DIPP) are exempted from submission of Tender Fee and EMD only.
Relevant certificates should be submitted by the bidder in this regard to avail exemption.
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8.6 Adherence to Terms and Conditions

The Bidders who wish to submit responses to this RFP should note that they should abide (in true intent
and spirit) 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.
8.7 Execution of Agreements/NDA

The selected bidder shall execute Non-Disclosure Agreement (NDA) on the draft suggested by the Bank.
As the selected bidder will have access to the data/information of the Bank while implementing the
project as per defined scope under RFP, the Bank will require the selected bidder to sign a non-disclosure
agreement along with the Contract in the NDA format (Annexure 12-NDA Format) provided by the Bank,
undertaking not to disclose or part with any information relating to the Bank and its data to any person
or persons, as may come into possession of the selected bidder during course of the implementation and
security integration. All expenses and costs for execution of the Contract/Agreement and NDA shall be
borne by the successful Bidder. The conditions stipulated in the NDA shall be strictly adhered to and any
breach / violation thereof will entail termination of the Contract without prejudice to the other rights of
the Bank including recovery of liquidated damages as specified in this RFP or NDA.
8.8 Substitution of Project Team Members

During the assignment, the substitution of key staff identified for the assignment will not be allowed
unless such substitution becomes unavoidable to overcome the undue delay or that such changes are
critical to meet the obligation. In such circumstances, the Selected Bidder, as the case may be, can do so
only with the prior written concurrence of the Bank and by providing the replacement staff of the same
level of qualifications and competence. If the Bank is not satisfied with the substitution, the Bank reserves
the right insist the bidder to replace the resource. Further, the Bank reserves the unconditional right to
insist the Selected Bidder to replace any team member with another (with the qualifications and
competence as required by the Bank) during the course of assignment pursuant to this RFP. Bank may
allow any such substitution of key staff only with its written consent with similar experience and expertise.
8.9 Professionalism
The Selected Bidder should provide professional, objective and impartial advice at all times and hold the
Bank’s interest paramount and should observe the highest standard of ethics, values, and code of conduct,
honesty and integrity while executing the assignment.
8.10 Expenses
It may be noted that Bank will not pay any additional amount/expenses / charges / fees / traveling
expenses / boarding expenses / lodging expenses / conveyance expenses / out of pocket expenses etc.
other than the amount mentioned in the award of the contract.
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8.11 Performance Bank Guarantee

Within the period prescribed under Annexure 13- Performance Bank Guarantee Format from Date of
signing of Contract, the Bidder or its Consortium Partner shall furnish to the Bank, the Performance
Security for an amount of 10% of Contract value which would be valid for the six months post Contract
Period. PBG will remain valid for the entire contract period including claim period of 6 months. In the
event of the Successful Bidder being unable to service the contract for whatever reason, Bank Shall
provide a cure period of 30 days and thereafter invoke the PBG, if the bidder is unable to service the
contract for whatever reason The proceeds of the performance security shall be payable to the Bank as
compensation for any loss resulting from the Bidder’s failure to complete its obligations under the
Contract.
 The Performance Security shall be denominated in Indian Rupees and shall be by way of Bank
Guarantee issued by a Scheduled / Nationalized bank in India (other than Punjab & Sind Bank),
acceptable to the bank in the Format.
 The performance security will be discharged by the Bank and returned to the Bidder after 30 days
following the date of completion of the Bidder’s performance obligations under the contract.
 In the event of any contract amendment, the Bidder shall, within 30 days after receipt of such
amendment, furnish the amendment to the performance security, rendering the same valid for the
duration of the contract as amended.
8.12 Single Point of Contact

The selected Bidder has to provide details of single point of contact viz. name, designation, address, e-
mail address, telephone/mobile no., fax no. etc.
8.13 Applicable Law and Jurisdiction of Court

The Contract with the selected bidder shall be governed in accordance with the Laws of India for the time
being in force and as amended from time to time and will be subject to the exclusive jurisdiction of Courts
at New Delhi.
8.14 Liquidated Damages (LD)

The Bank will consider the inability of Bidder to deliver or install the equipment within the specified time
limit, as a breach of contract and would entail the payment of Liquidation Damages on the part of Bidder.
The liquidation 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 Omni-Channel Solution) by
Bidder and is applicable only if the delay is solely attributable to Bidder.
Installation will be treated as incomplete in one/all of the following situations:
 Non-delivery of any component or other services mentioned in the order

 Non-delivery of supporting documentation
 Delivery/Availability, but no installation of the components and/or software
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 Ill-integration
 System operational, but unsatisfactory to the Bank
If Bidder fails to deliver any or all of the Goods or perform the Services within the time period(s) specified
in this RFP, the Bank shall, without prejudice to its other remedies under the RFP, deduct from the Total
Project Value, as liquidated damages, a sum equivalent to 0.50% of the complete contract amount until
actual delivery or performance, per week or part thereof (3 days will be treated as a week); and the
maximum deduction is 10% of the Total Project Value. Once the maximum is reached, the Bank may
consider termination of the contract.
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 Bidder, 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 this RFP. In such an event Bank,
however, reserves its right to foreclose the Performance Bank Guarantee.
8.15 Insurance- Insurance Obligations of the Vendor

The equipment (software etc.) supplied under the contract shall be fully insured by the successful Vendor
against loss or damage incidental to manufacture or acquisition, transportation, storage, delivery and
installation. The insurance shall be obtained by the Vendor naming PSB as the beneficiary, for an amount
equal to 100% of the invoiced value of the goods on “all risks" basis. The period of insurance shall be up
to the date the supplies are accepted and the rights of the property are transferred to Bank. The successful
bidder shall ensure that the insurance policy is in force and make necessary arrangement for renewal of
the policy whenever required.
Should any loss or damage occur, the selected Bidder shall: ‐
i. initiate and pursue claim till settlement; and
ii. Promptly make arrangements for repair and / or replacement of any damaged item irrespective of
settlement of claim by the underwriters.
The Vendor shall not hold the Bank responsible for rejection of the insurance claims of the Vendor by the
insurer.
The Vendors’ obligation to maintain insurance coverage hereunder shall be in addition to, and not in lieu
of, the Vendors’ other obligations hereunder, and the Vendor’s liability to the Bank shall not be limited to
the amount of coverage required hereunder. All the disputes arising out of or in connection with the
agreement shall be deemed to have arisen in Delhi. Only the courts/s in Delhi shall have the jurisdiction
to determine the same to the exclusion of all other courts’.
8.16 Force Majeure

Neither Party will be liable for any delay or failure to perform its obligations, if the delay or failure has
resulted from circumstances beyond its reasonable control, including but not limited to, act of God or
governmental act, political instability, epidemic, pandemic, flood, fire, explosion, accident, civil
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commotion, war, computer viruses, industrial dispute, labour unrest and any other occurrence of the kind
listed above, which is not reasonably within the control of the affected party.
Each Party agrees to give to the other a written notice as soon as reasonably possible on becoming aware
of an event of force majeure and such notice shall contain details of the circumstances giving rise to the
event of force majeure.
If the event of force majeure continues for a period of more than 30 consecutive days then either party
may have the option to terminate the Agreement upon written notice of such termination to the other
party.
8.17 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. The selected bidder shall submit at the time of
signing the contract, a certified copy of the resolution of their Board, authenticated by Company
Secretary/Director, authorizing an official or officials of the company or a Power of Attorney copy to
discuss, sign agreements/contracts with the Bank. The bidder shall furnish proof of signature identification
for above purposes as required by the Bank.
8.18 Indemnity
Bidder shall indemnify, protect and save the Bank and hold the Bank harmless from and against all claims,
losses, costs, damages, expenses, action suits and other proceedings, (including reasonable attorney fees),
relating to or resulting directly from (i) an act or omission of Bidder , its employees, its agents, or
employees of the consortium in the performance of the services provided under this RFP, (ii) breach of
any of the terms of this RFP or breach of any representation or warranty by Bidder , (iii) use of the allocated
site and or facility provided by Bidder, the overall liability for (i), (ii) and (iii) of this clause shall be subject
to limit agreed between the parties (iv) infringement of any patent, trademarks, copyrights etc. or such
other statutory infringements in respect of all components used to facilitate and to fulfill the scope of the
site requirement (v) Bidder shall further indemnify the Bank against any loss or damage arising out of loss
of data subject to the limit agreed between the parties, claims of infringement of third-party copyright,
patents, or other intellectual property, and third-party claims on the Bank for malfunctioning of the
equipment/s providing facility to Bank’s equipments at all points of time, provided however that in each
of the above instances (i) the Bank notifies Bidder in writing immediately on aware of such claim, (ii) Bidder
has sole control of defense and all related settlement negotiations, (iii) the Bank provides Bidder with the
assistance, information and authority reasonably necessary to perform the above, and (iv) the Bank does
not make any statement or comments or representations about the claim without prior written consent
of Bidder, except under due process of law or order of the court. It is clarified that the Bidder shall in no
event enter into a settlement, compromise or make any statement (including failure to take appropriate
steps) that may be detrimental to the Bank’s (and/or its customers, users and Bidder’s) rights, interest
and reputation. Bidder shall indemnify the Bank and undertake to keep the Bank fully saved and
indemnified against any loss, action or claim arising out of or in respect tor, misconduct, fraud,
misbehavior.
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Bidder should indemnify the Bank (including its employees, directors or representatives) from and against
claims, losses, and liabilities arising from:
 Death or personal injury caused by the negligence of the indemnifying party, its personnel or its
subcontractors.
 Breach of any of its obligations under Confidentiality.
 IP Infringement.
8.19 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 selected Bidder without advance written consent of the Bank and
any such sale, lease, assignment or transfer otherwise made by the selected Bidder shall be void and of
no effect.
8.20 No Employer – Employee Relationship

The selected Bidder or any of its holding/subsidiary/joint-venture/ affiliate / group / client companies or
any of their employees / officers / staff / personnel / representatives/agents shall not, under any
circumstances, be deemed to have any employer-employee relationship with the Bank or any of its
employees/officers/ staff/representatives/ personnel/agents.
8.21 Vendor’s Liability

Bidder’s aggregate liability in connection with obligations undertaken as a part of the RFP regardless of
the form or nature of the action giving rise to such liability (whether in contract, tort or otherwise), shall
be at actual and limited to the Total Order Value. Bidder’s liability in case of claims against the Bank
resulting from Willful Misconduct or Gross Negligence of Bidder, its employees and Subcontractors or
from infringement of patents, trademarks, copyrights or such other Intellectual Property Rights or breach
of confidentiality obligations shall be unlimited. Bank shall not be held liable for and is absolved of any
responsibility or claim / litigation arising out of the use of any third party software or modules supplied
by Bidder as part of procurement under the RFP. Bidder not to be liable for any indirect, special or
consequential damages or for any loss of revenue or anticipated profits or lost business. Except for
payments under the RFP, under no circumstances Bank shall be liable to the selected Bidder for direct,
indirect, incidental, consequential, special or exemplary damages arising from termination of the RFP,
even if Punjab and Sind Bank has been advised of the possibility of such damages, such as, but not limited
to, loss of revenue or anticipated profits or lost business. It is expressly agreed between the Parties that
for any event giving rise to a claim, which is attributable to the Bidder, Bank shall have the right to make
a claim (including claims for indemnification under the procurement in this RFP).
8.22 Intellectual Property Rights

Each Party shall always retain the exclusive ownership to its Pre-existing Material.
All Intellectual Property Rights in the Deliverables (excluding Pre-existing Material or third party software,
which shall be dealt with in accordance with the terms of any license agreement relating to that software)
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shall be owned by Bank. In the event that any of the Deliverables or work product do not qualify as works
made for hire, Bidder hereby assigns to Bank, all rights, title and interest in and to the Deliverables or
work product and all Intellectual Property Rights therein.
Notwithstanding the above, any intellectual property developed by a Party that is a derivative work of any
pre-existing materials will be treated the same as pre-existing material and the developer of the derivative
work will assign all right and title in and to the derivative work to the owner of the pre-existing material.
Residuals. The term "Residuals" shall mean information and knowledge in intangible form, which is
retained in the memory of personnel who have had access to such information or knowledge while
providing Services, including concepts, know-how, and techniques. There is no restriction on the use of
the residual knowledge by personnel upon completion of their assignment with the Bank
Other than as agreed herein, nothing herein shall cause or imply any sale, license (except as expressly
provided herein), or transfer of proprietary rights of or in any software or products (including third party)
from one party to the other party with respect to work product, Deliverables or Services agreed under
this RFP. Other than as agreed herein, nothing herein shall cause or imply any sale, license (except as
expressly provided herein), or transfer of proprietary rights of or in any software or products (including
third party) from one party to the other party with respect to work product, Deliverables or Services
agreed under this RFP.
8.23 Subcontracting
Selected Bidder may subcontract or permit anyone other than its personnel to supply and maintain the
hardware, OS, Peripheral Applications and its maintenance and is required under the contract. Bidder
shall be the single point of contact and solely responsible for the supply, installation, implementation,
integration, support and maintenance for the entire project that includes the hardware offered by the
other Sub- Contracting members. However, Bidder will be solely responsible for ensuring adherence to
the Service Levels, terms & condition and Service Quality for each of the deliverables executed by bidder
and its sub-contractor(s).
Bidder shall not sub-contract for any part of the RFP scope other than for the supply and maintenance of
Hardware.
8.24 Cancellation of Contract

The Bank reserves its right to cancel the entire / unexecuted part of the Purchase Order (after providing
a cure period of 30 days and thereafter providing a 30 days’ notice period) by assigning appropriate
reasons in the event of one or more of the following conditions:
 Delay in delivery beyond the specified period for delivery.
 Delay in installation, customization and implementation beyond the specified period.
 Serious discrepancy noticed during the reference checks.
 Repetitive software/ hardware failures/ poor service after the delivery and/or live-run but before the
warranty period expiration.
 Breach of confidential information of the Bank by the vendor.
 In addition to the cancellation of purchase order, the Bank reserves the right to foreclose the Bank
Guarantee given by the supplier against the advance payment to appropriate the damages.
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 In the event of termination for whatsoever reason, the Vendor shall be paid up to the stage of products
delivered and services rendered as per the payment terms defined in the RFP till the point of
termination after deducting SLA penalty/Liquidated damages, if any.
8.25 Dispute Resolution

1. Bank and bidder shall make every effort to resolve amicably, by direct informal negotiation between
the respective project directors of Bank and the bidder, any disagreement or dispute arising between
them under or in connection with the contract.
2. If Bank project director and bidder project director are unable to resolve the dispute after thirty days
from the commencement of such informal negotiations, they shall immediately escalate the dispute
to the senior authorized personnel designated by the bidder and Bank, respectively.
3. If after thirty days from the commencement of such negotiations between the senior authorized
personnel designated by the bidder and Bank, Bank and the bidder have been unable to resolve
contractual dispute amicably, either party may require that the dispute be referred for resolution
through formal arbitration.
4. All questions, disputes or differences arising under and out of, or in connection with the contract or
carrying out of the work whether during the progress of the work or after the completion and whether
before or after the determination, abandonment or breach of the contract shall be referred to
arbitration by a sole Arbitrator: acceptable to both parties OR the number of arbitrators shall be three,
with each side to the dispute being entitled to appoint one arbitrator. The two arbitrators appointed
by the parties shall appoint a third arbitrator shall act as the chairman of the proceedings. The award
of the arbitrator shall be final and binding on the parties. The Arbitration and Reconciliation Act, 1996
or any statutory modification thereof shall apply to the arbitration proceedings and the venue of the
arbitration shall be Delhi.
5. If a notice has to be sent to either of the parties following the signing of the contract, it has to be in
writing and shall be first transmitted by facsimile transmission by postage prepaid registered post
with acknowledgement due or by a reputed courier service, in the manner as elected by the Party
giving such notice. All notices shall be deemed to have been validly given on (i) the business date
immediately after the date of transmission with confirmed answer back, if transmitted by facsimile
transmission, or (ii) the expiry of five days after posting if sent by registered post with A.D., or (iii) the
business date of receipt, if sent by courier.
6. This tender document shall be governed and construed in accordance with the laws of India. The
courts of Delhi alone and no other courts shall be entitled to entertain and try any dispute or matter
relating to or arising out of this tender document. Notwithstanding the above, the Bank shall have the
right to initiate appropriate proceedings before any court of appropriate jurisdiction, should it find it
expedient to do so.
8.26 Ownership of Deliverables

All the deliverables as per scope of this RFP will become the property of Punjab & Sind Bank, provided,
however, there will not no transfer of ownership of the bidder’s intellectual property rights contained in
such deliverable. However, any customization done specifically for the bank by the bidder during the
tenure of the contract will be the intellectual property of the bank.
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8.27 Exit Management

Purpose
 Transfer of Assets
 Cooperation and Provision of Information
The existing vendor will promptly on the commencement of the exit management period supply to the
Bank or its nominated vendors the following:
 Information relating to the current IT Set up at the Bank, and reports
 Documentation relating to Intellectual Property Rights
 All other data relevant to the solution and confidential information
Before the expiry of the exit management period, the current vendor shall deliver to the Bank or its
nominated vendor all new or up-dated 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.
Before the expiry of the exit management period, unless otherwise provided under the contract, The Bank
or its nominated vendor shall deliver to the existing vendor all forms of vendor confidential information
Transfer of certain Agreements
On request by the Bank or its nominated vendor, the current vendor shall effect such assignments,
transfers, innovations, licenses and sub-licenses in favour 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.
8.28 Contract Period

The contract period will commence from the date of acceptance of the PO, and will be valid for 5 years
(extendable for 2 years on basis annual renewal on mutually agreed terms & conditions.
8.29 Title of Ownership

The Title of ownership and risk of goods supplied under this contract will be passed on to the bank on
delivery of the material at the banks location. However Bidder is required to provide insurance in in-line
with the RFP.
8.30 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 Annexure 15-Integrity Pact.
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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 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 CVC approved Independent External Monitor (IEM) for the Bank and his contact details are as under:
Name Address Contact Number
Sh. Ratan Kishore Bajaj Flat 801, Tower 2,
Vipul Belmonte Ph: +91-9818156262
Golf Course Road
Sector-53, Gurugram- 122002 Email: rkbajaj@gmail.com
Haryana (NCR), India
8.31 Payment Terms

The term of the contract will be five (5) years. The Bidder must accept the payment terms proposed by
the Bank as proposed in this section.
The scope of work is divided in different areas and the payment would be linked to delivery and
acceptance. All/any payments will be made subject to LD / penalty / compliance of Service Levels defined
in the RFP document.
Procedure for claiming payments:
The Bidder’s requests for payment shall be made to the Bank in writing accompanied by Original Invoice
detailing the systems, software delivered, installed and accepted by the bank.
The invoices and other documents are to be duly authenticated by Bidder.
On receiving each payment, the Bidder shall submit a stamped receipt for the payment received including
TDS. The payment after deducting applicable TDS will be released by the Bank. All payments will be made
only by electronic transfer of funds either by NEFT or RTGS. The Bidder therefore has to furnish the bank
account number to where the funds have to be transferred for effecting payments.
Payments as per the schedule given below will be released only on acceptance of the order and on signing
the agreement/contract by the selected bidder and also on submission of performance guarantee through
Bank Guarantee as per Annexure 13.
Deliverable % of Payment Criteria
Software Cost 70% Delivery of applications and submission of invoice with Proof
of Delivery and other documents of the supplied solution.
Bank may at its discretion verify the details before releasing
the payment.
15% Installation of License Software
5% Successful SRS sign off by the bank
5% Successful completion of customization of the module
5% UAT Sign-off from the Bank
Hardware Cost 75% Delivery of Hardware
25% Installation, Commissioning and Acceptance of Hardware
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Deliverable % of Payment Criteria

Database System, OS 75% Delivery of License
and Peripheral 25% Successful Implementation of Database System, OS and
Installation Peripheral Installation
Implementation Cost 40% Successful sign off of SRS document by the bank.
for Omni Channel 25% Successful completion of customization of the module
25% UAT Signoff from the Bank
10% On successful release to production & acceptance by the
bank with English & Hindi Language.
10% Go-Live of the Solution with all other specified languages
External Testing 25% Test Case preparation
25% 1st Iteration
25% 2nd Iteration
25% UAT Sign off by the Bank
Data Migration Audit, 25% Submission of data migration audit approach
VAPT and IS Audit 50% Submission of draft data migration audit report
25% Submission of final data migration audit report
AMC/ ATS Annually in AMC/ ATS shall commence on completion of warranty
advance period
FM- Manpower Monthly in The payment will paid in arrears at the end of every month
arrear
Training In arrear Will be paid in arrears on Completion of respective training
and submission of feedback by participants to the bank
Other Cost In arrear Will be paid in arrears on Completion of respective services.
Note: Successful Completion refers to the sign off from the Bank
The Bank shall pay each undisputed invoice raised in accordance with this RFP and subsequent agreement,
within thirty (30) Days after its receipt unless otherwise mutually agreed in writing, provided that such
invoice is dated after such amount have become due and payable under this RFP and subsequent
agreement.
Any objection / dispute to the amounts invoiced in the bill or any other component of the bill shall be
raised by the Bank within 21 days from the date of receipt of the invoice, only in exceptional circumstances
will bank raise a dispute beyond 21 days. The Bidder is required to provide the clarification on the disputes
within 14 days of dispute being highlighted by the bank. In case of Disagreement/dispute between bank
and the bidder exists even after receiving the clarifications such disputed can be dealt as per contract
provisions.
Upon settlement of disputes with respect to any disputed invoice(s), the Bank will make payment within
thirty (30) Days of the settlement of such disputes.
All out of pocket expenses, traveling, 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
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additional costs on account of any items or services or by way of any out of pocket expenses, including
travel, boarding and lodging etc.
The price would be inclusive of all applicable taxes under the Indian law like customs duty, freight,
forwarding, insurance, delivery, etc. but exclusive of only applicable GST, which shall be paid / reimbursed
on actual basis on production of bills with GSTIN. Any increase in GST 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. The bank will not pay any out of pocket expense
8.32 Amalgamation
If the Bank undergoes an amalgamation, take-over, consolidation, reconstruction, merger, change of
ownership etc., this RFP shall be considered to be assigned to the new entity and such an act shall not
affect the rights and obligations of the Vendor under this RFP.
8.33 Erasures of Alteration

The Bid should contain no alterations, erasures or overwriting except as necessary to correct errors made
by the Bidder, in which case corrections should be duly stamped and initialled / authenticated by the
person/(s) signing the Bid. The Bidder is expected to examine all instructions, forms, terms and
specifications in the bidding documents. Failure to furnish all information required by the bidding
documents or submission of bid not substantially/conclusively responsive to the bidding documents in
every respect will be at the Bidders risk and may result in rejection of the bid.
8.34 Right to Accept Any Bid and To Reject Any or All Bids / Cancellation of Tender
Process
The Bank reserves the right to accept or reject in part or full any or all offers without assigning any reason
thereof even after issuance of letter of Intent. Any decision of Punjab & Sind Bank in this regard shall be
final, conclusive and binding upon the bidders. The Bank reserves the right to accept or reject any Bid in
part or in full, and to annul the Bidding process and reject all Bids at any time prior to contract award,
without thereby incurring any liability to the affected Bidder or Bidders or any obligation to inform the
affected Bidder or Bidders of the grounds for Bank’s action. During any stage of evaluation process, if it is
found that the bidder does not meet the eligibility criteria or has submitted false /incorrect information
the bid will be summarily rejected by the Bank and no further correspondence would be entertained in
this regard. Bank further reserves the right to amend, rescind, reissue or cancel this RFP and all
amendments will be advised to the Bidder and such amendments will be binding upon them. The Bank
also reserves its right to accept, reject or cancel any or all responses to this RFP without assigning any
reason whatsoever. Further please note that the bank would be under no obligation to acquire any or all
the items proposed. No contractual obligation whatsoever shall arise from the RFP process unless and
until a formal contract is signed and executed by duly authorized officials of Punjab & Sind Bank and the
bidder.
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8.35 Soft copy of tender document

The soft copy of the tender document will be made available on the Bank’s website https://psbindia.com.
However, the Bank shall not be held responsible in any way, for any errors / omissions /mistakes in the
downloaded copy.
8.36 Awarding of Purchase Order

Following techno-commercial evaluation, Purchase Order 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 techno-functional and
commercial point of view.
The Bank reserves the right to award the Purchase order in whole or in part. The acceptance of the bid
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
Assistant General Manager (IT) at the address given in this RFP. The terms and conditions of purchase
order and RFP shall constitute a binding contract.
8.37 Disaster Recovery and Business Continuity Plan

The proposed system must be capable of and compatible for Disaster Recovery & Business Continuity plan
Implementation as and when required by Bank. The selected vendor should highlight the provisions for
disaster recovery and show that the application facilitates disaster recovery.
8.38 Compliance with Statutory and Regulatory Provisions

It shall be the sole responsibility of the Vendor to comply with all statutory, regulatory & Law of Land and
provisions while delivering the services mentioned in this RFP. All suggested changes due to changes in
Changes in Govt. Rule, Changes by Regulators shall be done without extra cost to the Bank, till SRS Sign-
off. All subsequent changes can be on mutually agreed change request basis.
8.39 Legal Compliance

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
licenses, permits and certificates and payment of taxes where required. If at any time during the term of
the 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 the agreement with
immediate effect.
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 Labour Legislation.
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, 1948. In case the same is not paid, the liability under the act
shall solely rest with the successful bidder.
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8.40 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.
8.41 Publicity
Any publicity by the vendor in which the name of the Bank is to be used will be done only with the explicit
written permission of the Bank.
8.42 Confidentiality
The RFP document is confidential and is not to be disclosed, reproduced, transmitted, or made available
by the Recipient to any other person. The RFP document is provided to the Recipient on the basis of the
undertaking of confidentiality given by the Recipient to Bank. Bank may update or revise the RFP
document or any part of it. The Recipient acknowledges that any such revised or amended document is
received subject to the same confidentiality undertaking. The Recipient will not disclose or discuss the
contents of the RFP document with any officer, employee, consultant, director, agent, or other person
associated or affiliated in any way with Bank or any of its customers or suppliers without the prior written
consent of Bank.
This tender document contains information proprietary to Bank. Each recipient is entrusted to maintain
its confidentiality. It should be disclosed only to those employees involved in preparing the requested
responses. The information contained in the tender document may not be reproduced in whole or in part
without the express permission of Bank. Disclosure of any such sensitive information to parties not
involved in the supply of contracted services will be treated as breach of trust and could invite legal action.
This will also mean termination of the contract and disqualification of the said bidder.
Responses received become the property of Bank and cannot be returned. Responses will not be used
and shared with third party for any means. Information provided by each bidder will be held in confidence,
and will be used for the sole purpose of evaluating a potential business relationship with the bidder.
“Confidential Information” means any and all information that is or has been received by the “Receiving
Party”) “Disclosing Party” and that:
1. The Party receiving Confidential Information (“Receiving Party”) hereby undertakes to Party disclosing
Confidential Information (“Disclosing Party”) as under:
a. to maintain the confidentiality of the Confidential Information;
b. to use the Confidential Information only for the purpose of carrying out its obligations under this RFP;
c. not to disclose the Confidential Information to any person or make use of or take advantage of the
Confidential Information for any purpose other than as specifically permitted by this RFP;
d. to take all steps necessary to ensure that the Confidential Information is kept confidential and to
maintain proper and secure custody of all Confidential Information;
e. not to copy the Confidential Information or permit the copying of the Confidential Information in any
form other than as permitted by this RFP;
f. upon request, to return the Confidential Information to the Disclosing Party’s, together with any
copies of the Confidential Information, and not to make use of the Confidential Information in any
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manner so as to obtain any benefit, right or privilege for itself or for any other person that would not
have been available but for it having access to the Confidential Information.
2. Receiving Party may disclose the Confidential Information to any of its officer, employee, agent,
assignee, sub-contractor who has a specific need for access to the Confidential Information, but only
to the extent that such disclosure is necessary in order to provide Services under this RFP and that
such person is bound by obligations of confidentiality.
3. In the event Receiving Party shall disclose the information as stated in clause above, Receiving Party
shall:
a. keep a record of all copies provided and make that record available to the Disclosing Party’s on
request;
b. take all precautions to ensure that the copies are protected from unauthorized access or damage;
c. ensure that the copies are returned to Receiving Party or, in the case of copies stored or reproduced
other than in a physical form, expunged, if (i) request is made by the Disclosing Party or (ii) upon
completion of the tasks for which the Confidential Information was provided.
4. The obligations of confidentiality under this RFP shall not extend to information that:
a. is public knowledge, other than as a result of a breach of this RFP;
b. is already known to Receiving Party at the time of disclosure;
c. is obtained by Receiving Party from a third party who has a lawful right to disclose it;
d. Receiving Party is required to disclose by law, regulation, rule, act or order of any governmental
authority or agency, provided that notice is promptly delivered to the Disclosing Party in order to
provide an opportunity to seek a protective order or other similar order with respect to such
Confidential Information. If the Disclosing Party seeks a protective order or other remedy, the
Receiving Party shall promptly co-operate with and reasonably assist the Disclosing Party in such
efforts. If the Disclosing Party fails to obtain a protective order or waives compliance with the relevant
portions of this RFP, the Receiving Party in consultation with the Disclosing Party, discloses to the
requesting entity only the minimum Confidential Information required to be disclosed in order to
comply with the request
e. has been, is being or later is independently developed by Disclosing Party without use of or resort to
the Confidential Information.
5. Return of Confidential Information: On the termination or expiry of the Agreement, whichever is
earlier or at the Disclosing Party’s request during the tenure of the Agreement, all Confidential
Information and material supplied by the Disclosing Party granted hereunder shall be destroyed or
returned to the Disclosing Party and Receiving Party shall hand over to the Disclosing Party, a letter
confirming the destruction of the Confidential Information.
6. The confidentiality obligations under this RFP shall be valid for a period of 3 years from the date of
disclosure of the Confidential Information.
8.43 Termination
1. Bank shall be entitled to terminate the agreement with the bidder at any time by giving ninety (90)
days prior written notice to the bidder.
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2. The Bank shall be entitled to terminate the agreement at any time by giving at least 30 days notice if:
a. The bidder breaches its obligations under the tender document or the subsequent agreement and
if the breach is not cured within 30 days from the date of notice.
b. The bidder (i) has a winding up order made against it; or (ii) has a receiver appointed over all or
substantial assets; or (iii) is or becomes unable to pay its debts as they become due; or (iv) enters
into any arrangement or composition with or for the benefit of its creditors; or (v) passes a
resolution for its voluntary winding up or dissolution or if it is dissolved.
3. The bidder shall have right to terminate only in the event of winding up of Bank.
Effect of Termination
1. Bank shall pay Bidder all fees for Services performed by Bidder till the effective date of termination of
the Agreement
2. Reverse transition mechanism would be activated in the event of cancellation of the Agreement or
exit by the parties or 6 months prior to expiry of the Agreement. Bidder should perform a reverse
transition mechanism to the Bank or its selected vendor. The reverse transition mechanism would be
over a period of 6 months post the completion of the 90 day notice period to facilitate an orderly
transfer of services to the Bank or to an alternative 3rd party / vendor nominated by the Bank. Where
the Bank elects to transfer the responsibility for service delivery to a number of vendors Bank will
nominate Bidder who will be responsible for all dealings with Bidder regarding the delivery of the
reverse transition services.
3. The reverse transition services to be provided by Bidder shall include the following:
 Bidder shall suitably and adequately train the Bank’s or its designated team for fully and
effectively manning, operating and maintaining the data center.
 Bidder shall provide adequate documentation thereof.
 Bidder shall jointly manage the data center with the bank or designated team for a reasonable
period of time
 Bidder shall assist the bank in relocation of disaster recovery site facility, if desired by the Bank.
4. Knowledge transfer: Bidder shall provide such necessary information, documentation to the Bank or
its designee, for the effective management and maintenance of the Deliverables under this RFP.
Bidder shall provide documentation (in English) in electronic form where available or otherwise a
single hardcopy of all existing procedures, policies and programs required to support the Services.
Such documentation will be subject to the limitations imposed by Bidder’s Intellectual Property Rights
of this RFP.
5. Warranties: All the warranties held by or in the name of the Bidder shall be assigned or transferred
as-is, in the name of the Bank. Bidder shall execute any and all such documents as may be necessary
in this regard.
6. The parties shall return confidential information and will sign off and acknowledge the return of such
confidential information.
7. Bidder shall provide all other services as may be agreed by the parties in connection with the reverse
transition services. However, in case any other services, in addition to the above are needed, the same
shall be scoped and priced.
8. Bidder recognizes that considering the enormity of the assignment, the transition services listed
herein are only indicative in nature and Bidder agrees to provide all assistance and services required
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for fully and effectively transitioning the services provided by Bidder under the scope, upon
termination or expiration thereof, for any reason whatsoever.
9. During which Bidder would transfer all knowledge, knowhow and other things necessary for the Bank
or new vendor to take over and continue to manage the services. Bidder agrees that the reverse
transition mechanism and support during reverse transition will not be compromised or affected for
reasons whatsoever be for cancellation or exist of the parties.
10. The Bank shall have the sole and absolute discretion to decide whether proper reverse transition
mechanism over a period of 6 months, has been complied with. In the event of the conflict not being
resolved, the conflict will be resolved through Arbitration.
11. The Bank and Bidder shall together prepare the Reverse Transition Plan. However, the Bank shall have
the sole decision to ascertain whether such Plan has been complied with.
12. Bidder agrees that in the event of cancellation or exit or expiry of the Agreement it would extend all
necessary support to the Bank or its selected vendors as would be required in the event of the shifting
of the site
13. Provisions of this RFP which will survive any such termination or expiration shall include
Confidentiality, Warranty, Intellectual Property Rights, Indemnity, and Limitation of Liability.
8.44 Jurisdiction
The jurisdiction of the courts shall be in New Delhi.
8.45 Notices
Notice or other communications given or required to be given under the contract shall be in writing and
shall be faxed/e-mailed followed by hand-delivery with acknowledgement thereof, or transmitted by pre-
paid registered post or courier.
Any notice or other communication shall be deemed to have been validly given on date of delivery if hand
delivered & if sent by registered post than on expiry of seven days from the date of posting.
8.46 Security
For all solution(s), application(s), software(s), hardware/ networking component(s) and security
component(s) that the bidder provides as part of the requirements of this RFP, the bidder is requested to
ensure that adequate controls and governance are implemented. Audit trail and logs of the corresponding
solution and/or application and/or software and/or hardware and/or networking components and/or
security components must be logged, reported, monitored and made available to the bank for further
analysis. The transfer of audit trail and logs, of the in-scope components mentioned above, to Bank’s
Security Operations Center or to Bank’s custodian, may be fulfilled on real time basis or store & forward
basis, as decided by the bank.
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9 General Instructions
9.1 Registration of RFP Response
Registration of RFP response will be affected by the Bank by making an entry in a separate register kept
for the purpose upon Bank receiving the RFP response in the above manner. The registration must contain
all documents, information, and details required by this RFP. The submission should be in the format
outlined in this RFP and should be submitted only through hand delivery. If the submission to this RFP
does not include all the documents and information required or is incomplete or submission is through
Fax mode, the RFP is liable to be summarily rejected. All submissions, including any accompanying
documents, will become the property of Bank. The Recipient shall be deemed to have licensed, and
granted all rights to the Bank to reproduce the whole or any portion of their submission for the purpose
of evaluation, to disclose the contents of the submission to other Recipients who have registered a
submission and to disclose and/or use the contents of the submission as the basis for any resulting RFP
process, notwithstanding any copyright or other intellectual property right of the Recipient that may
subsist in the submission or accompanying documents.
RFP responses will remain valid and open for evaluation for a period of at least six (6) months from the
RFP closing date.
9.2 Request for Additional Information

Recipients/ Bidders are required to direct all communications for any clarification related to this RFP, to
the designated Bank officials and must communicate the same in writing in 7 days prior to the pre-bid
meeting scheduled date. All queries relating to the RFP, technical or otherwise, must be in writing only.
The Bank will try to reply, without any obligation in respect thereof, every reasonable query raised by the
Recipients in the manner specified.
However, the Bank will not answer any communication reaching the bank later than the timeline
mentioned in Section 2: Key Information.
The Bank may in its absolute discretion seek, but under no obligation to seek, additional information or
material from any Bidders after the RFP closes and all such information and material provided must be
taken to form part of that Bidder’s response. Bidders should invariably provide details of their email
addresses as responses to queries will be provided to all Bidders via email.
The Bank may in its sole and absolute discretion engage in discussion with any Bidder (or simultaneously
with more than one Bidder) after the RFP closes to clarify any response.
9.3 Pre-Bid Meeting

The Bank plans to hold a pre-bid meeting on the timeline mentioned in Section 2: Key Information at the
address specified in Bid details under introduction note to bring utmost clarity on the scope of work and
terms of the RFP being floated. The Bidders are expected to use the platform to have all their queries
answered.
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Interested Bidders will be allowed to participate in the Pre-Bid meeting. Also, bank will allow a maximum
of 2 representatives from each Bidder (including OEM partners) to participate in the pre-bid meeting.
Bidders are requested to send their queries relating to RFP to our office by e-mail, well in advance so that
the same could be discussed during the Pre-Bid meeting with interested Bidders.
Non-attendance at the Pre-bid Meeting will not be a cause for disqualification of a Bidder.
The Bank will have liberty to invite its technical consultant or any outside agency, wherever necessary, to
be present in the pre-bid meeting to reply to the technical queries of the Bidders in the meeting.
9.4 Disqualification
Any form of canvassing/ lobbying/ influence/ query regarding short listing, status etc. will result in a
disqualification.
9.5 Language of Bid

The language of the bid response and any communication with the Bank must be in written English only.
Supporting documents provided with the RFP response can be in another language so long as it is
accompanied by an attested translation in English, in which case, for purpose of evaluation of the bids,
the English translation will govern.
9.6 Period of Validity of Bids

Bids should remain valid for the period of at least six (6) months from the last date for submission of bid
prescribed by the Bank. A bid valid for a shorter period shall be rejected by the Bank as non-responsive.
In case the last date of submission of bids is extended, the Bidder shall ensure that validity of bid is
reckoned from modified date for submission.
9.7 Errors and Omissions

Each Recipient should notify the Bank of any error, fault, omission, or discrepancy found in this RFP
document but not later than five business days prior to the due date for lodgment of Response to RFP.
9.8 Amendment of Bidding Documents

Any time prior to the last date for bid-submission, the Bank may, for any reason, whether at its own
initiative or in response to clarification(s) sought from the prospective Bidders, modify the RFP contents/
covenants by amendment. Clarification /amendment, if any, will be notified on Bank’s website. No
individual communication would be made in this respect.
9.9 Authorization to Bid

The proposal/ bid being submitted would be binding on the Bidder. As such, it is necessary that authorized
personnel of the firm or organization sign the bid documents. The designated personnel should be
authorized by a senior official of the organization having authority.
1. All pages of the bid, shall be initialed by the person or persons signing the bid
2. Bid form shall be signed in full & official seal affixed.
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3. Any inter-lineation, erasure or overwriting shall be valid only if they are initialed by the person or
persons signing the Bid.
4. All such initials shall be supported by a rubber stamp impression of the Bidder’s firm.
The proposal must be accompanied with an undertaking letter duly signed by the designated personnel
providing a bid commitment. The letter should also indicate the complete name and designation of the
designated personnel.
In case the principal Bidder authorizes his business partners/ authorize distributors to bid on his behalf, a
separate authorization letter with a commitment to fulfill the terms of the RFP should be submitted.
Necessary resolutions/authority available should be enclosed.
9.10 Recipient obligation to inform itself

The Recipient must apply its own care and conduct its own investigation and analysis regarding any
information contained in the RFP document and the meaning and impact of that information.
9.11 Cost borne by the Respondent

All costs and expenses (whether in terms of time or money) incurred by the Recipient / Respondent in any
way associated with the development, preparation and submission of responses, including but not limited
to attendance at meetings, discussions, demonstrations, etc. and providing any additional information
required by Bank, will be borne entirely and exclusively by the Recipient / Respondent. Stamp duty that
may be incurred towards entering into agreement with the successful bidder for awarding the contract
will be borne entirely by the successful bidder.
9.12 No Legal Relationship

No binding legal relationship will exist between any of the Recipients / Respondents and the Bank until
execution of a contractual agreement to the full satisfaction of the Bank.
9.13 Two Bid System

1. The Bid Proposal being submitted would be binding on the Bidder. As such it is necessary that
authorized personnel of the firm or organization must sign and stamp all pages of the Bid. The
designated personnel should be authorized by a senior official of the Organization having such
authority to do so. The Xerox copy of necessary Original Resolutions/ Authority/ Power of Attorney
having authority to authorize the person to submit Bid Documents, on behalf of the Company shall be
enclosed. The proposal must be accompanied with an undertaking letter duly signed by the
designated personnel providing a Bid commitment. The letter should also indicate the complete name
and designation of the designated personnel.
2. The bidder shall submit his response to the present tender separately in two parts – “The Technical
Bid” and “Commercial Bid”. Technical Bid will contain product specifications / response to functional
and technical specifications whereas Commercial bid will contain the pricing information as per the
Bill of Material given in the RFP. In the first stage, only the Technical Bids shall be opened and
evaluated as per the criterion determined by the Bank. Those bidders satisfying the technical
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requirements as determined by the Bank in its absolute discretion shall be short-listed for opening
their commercial bid. The bidder is required to submit soft copy of the Technical bid in a CD.
3. The Bank reserves the right to accept or not to accept any bid or to reject a particular bid at its sole
discretion without assigning any reason whatsoever.
4. Bid documents shall be submitted in a single sealed envelope, including Demand Draft towards cost
of RFP, Bid Security (EMD) in the form of Bank Guarantee and other required documents as mentioned
in the tender and a separate sealed envelope containing commercial bid Price, duly super-scribing the
envelope with the reference of this RFP, due date, name of the Bidder with contact details, Offer
reference number etc. Bid document should be duly filed and all the pages of Bid including Brochures
should be made in an organized, structured, and neat manner. Brochures / leaflets etc. should not be
submitted in loose form. All the pages of the submitted Bid Documents should be serially numbered
with the Bidder’s seal duly affixed with the Signature and Stamp of the Authorized Signatory on each
page. Documentary proof, wherever required, in terms of the RFP shall be enclosed.
9.14 Acceptance to Terms

A Recipient will, by responding to the Bank’s RFP document, be deemed to have accepted the terms as
stated in this RFP document.
9.15 Submission to Bank

The RFP response documents should be submitted in paper copies - hard bound in two sets (Original Set
and Duplicate Set) and each set should contain one copy of the following:
1. ENVELOPE – I: Eligibility Criteria:

Separate envelopes with superscriptions as “Eligibility Criteria” should be included within the overall
Envelope. The Bidder should submit the following:
a. The sheet mentioning compliance/ non-compliance to all the eligibility criteria specifications with
remarks and other requirements given in Annexure:10 Confirmation of Eligibility
b. All the proofs required for eligibility criteria as mentioned in Annexure:10 Confirmation of Eligibility
c. A softcopy of the above along with supporting document in a CD.
2. ENVELOPE – II: Technical Bid :

Bid Document cost and Bid Security: Separate envelopes with superscriptions as “Bid document cost and
Bid Security” should be included within the overall Envelope. The Bidder should submit the following:
a. Cost of Application/ Bid Document
b. Bid Security (Earnest Money Deposit) and
c. Technical Bid
d. A softcopy of the above along with supporting document in a CD
Technical Bid: Separate envelopes with superscriptions as “Technical Bid and Masked Commercial Bid”
should be included within the Envelope II.
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a. Technical Bid
b. Masked Commercial Bid
The Bidder should submit compliance / non-compliance to all the specifications with remarks and other
requirements given in the Bid Document and Scope of Work.
The Technical Bid should be complete in all respects and contain all information asked for, except
commercial prices. The Technical Bid should include all items asked for in bid document. The technical
offer should contain a Masked Bill of Material. The Bidders should note that the technical offer should
not contain any price information. The Technical Offer should be complete and indicate that all products
and services asked for are quoted. The Bidder should enclose a copy of the Masked Commercial Bid (as
per the format provided in Appendix 2-Commercial Bill of Material) as per price schedule without the
prices (please put ‘X’ mark wherever prices are quoted) along with other bid documents for evaluation
purpose. In addition to submitting the hard copies, the Bid Formats dully filled, supporting documents and
bid documents should be submitted in CD in pdf format.
3. ENVELOPE – III: Commercial Bid:

The Price Bid document should give all relevant price information and should not contradict the Technical
Offer in any manner. Please note that if any envelope is found to contain both technical and commercial
bid together, that bid will be rejected summarily. Commercial Bid should be submitted in hardcopy only
and no softcopy of commercial bid is required.
Commercial Bid Containing the following at least the following documents

1. Annexure 3- Commercial Compliance Certificate
2. Annexure 21- Compliance for Reverse Auction
3. Annexure 22- Letter of Authority for Participating in Reverse Auction
4. Appendix 2- Commercial Bill of Material
The three envelopes should be put together in an envelope to constitute one set. Each set should be
packed in an envelope
The proposal should be prepared in English in MS Word/Excel format.
The details required in the Annexure shall also be enclosed. The Bank may reject any proposal not
containing all the requirements called for in various Annexure.
The bidders who do not qualify as per eligibility criteria will not be considered for Technical evaluation.
The Technical Proposals of only those bidders shall be evaluated who have satisfied the eligibility criteria
bid. PSB 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 Bank.
Prices quoted by the Bidder shall be fixed during the Bidder’s performance of the Contract and shall not
be subject to variation on any account, including exchange rate fluctuations, changes in taxes, duties,
levies, charges etc. A Bid submitted with an adjustable price quotation will be treated as nonresponsive
and will be rejected.
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Paper copies of RFP response as mentioned above along with Demand Draft for Rs. 30,000 (Rupees Thirty
Thousand only) towards Application Money (which shall be non-refundable) and Rs. 70,00,000 (Rupees
Seventy Lakhs only) towards Earnest Money Deposit & one electronic copy (in standard readable format
on CD) of Technical Bid must be submitted to Bank at the following address.
Name: Mr. Manoj Kumar
Address: Punjab & Sind Bank,
Second Floor, IT Department,
Gurugram- 122003
Tel No: +91-9811728292
E-mail ID: hoit.tenders@psb.co.in
The sealed bid envelopes as mentioned above should be delivered to Mr. Manoj Kumar (AGM IT) IT Dept,
Bank House at the address given above. The bidders who do not qualify as per eligibility criteria will not
be considered for Technical evaluation. A bidder not found eligible under Technical Bid will not be
considered for techno-commercial evaluation.
Any other mode of submission, e.g. by courier, fax, e-mail etc. will not be accepted
9.16 Late Bids

Any bid received after the due date and time for receipts of bids as prescribed in the Key Information of
the RFP will be rejected and returned unopened to the Bidder.
9.17 Modification and Withdrawal of Bid

 The Bidder may modify or withdraw its bid after the bid’s submission, provided that written notice of
the modification including substitution or withdrawal of the bids is received by the Bank prior to the
deadline prescribed for submission of bids.
 The Bidder’s modification or withdrawal notice shall be prepared, sealed, marked and dispatched in
accordance with the provisions as mentioned in this RFP. A withdrawal notice may also be sent by
fax/e-mail but followed by a signed confirmation copy, postmarked not later than the deadline for
submission of bids.
 No bid can be modified subsequent to the deadline for submission of Bids
 No bid can be withdrawn in the interval between the deadline for submission of bids and the expiry
of the period of Bid validity specified by the Bidder on the Bid Form. Withdrawal of the bid during this
interval shall result in forfeiture of Bid security.
 The modification of the bid mentioning the clause being modified will be considered as an integral
part of the original bid and the relevant modifications shall be considered for bid evaluation process.
9.18 Bid Opening

1. The Bank will open only the Eligibility Cum Technical Bids as per the schedule mentioned in this RFP.
The Commercial Bid of only technically qualified bidders will be opened on a later date subsequent to
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the technical evaluation. The Bank will notify the date and time for Commercial Bid Opening to the
technically qualified bidders.
2. Attendance of all the authorized representatives of the bidders who are present at Bid Opening will
be taken in a register against name of the representative, name of the company/bidder and with full
signature of the representative.
3. Each Bid will be numbered serially, signed and dated by the Officers of the Bank except printed
literature, brochure and reports.
4. The following deta/ils will be announced at the bid opening:
a. Bidder’s name,
b. Bid Modifications or withdrawals, if any.
c. Technical Details (in case of Technical bid opening),
d. Submission or non-submission of Bid Security (in case of Technical bid opening) and
such other details as the Bank, at its discretion, may consider appropriate.
5. Alterations in the bids, if any, made by the bidders should be signed legibly to make it perfectly clear
that such alterations were present on the bids at the time of opening of the Bids. It would be ensured
that alterations are signed by the bidder/company’s executive who has signed the bid or by the
bidder/company’s representative authorised by the executive who has signed the bid.
6. An “on the spot statement” giving details of the bids opened and other particulars as read out during
the opening of the bids will be prepared which will then be signed by all the bidders/representatives
and bank officers present at the time of opening of bids.
7. Bids (and modifications sent pursuant to Clause – 9.17 of Section 9) that are not opened and read out
at Bid opening shall not be considered further for evaluation, irrespective of the circumstances. Such
Bids will be returned unopened to the Bidders.
8. Commercial Bids of those bidders who fail to technically qualify will be returned unopened to the
concerned bidders.
9. 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.
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10 Evaluation Process
10.1 Objective of the Evaluation Process
The objective of the evaluation process is to evaluate the bids to select an effective and best fit solution
at a competitive price. The evaluation by PSB will be undertaken by an Internal Committee formed by the
Bank. The bank may consider recommendations made by External Experts/Consultants on the evaluation.
The decision of the committee shall be final.
The Bank 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 schedule. The Bank plans
to, at its discretion, waive any minor non- conformity or any minor deficiency in an offer. This shall be
binding on all Bidders and the Bank reserves the right for such waivers and the Bank’s decision in the
matter will be final.
Each Recipient acknowledges and accepts that the Bank may, in its sole and absolute discretion, apply
whatever criteria it deems appropriate in the selection of organizations, not limited to those selection
criteria set out in this RFP document. The issuance of RFP document is merely an invitation to offer and
must not be construed as any agreement or contract or arrangement nor would it be construed as any
investigation or review carried out by a Recipient. The Recipient unconditionally acknowledges by
submitting its response to this RFP document that it has not relied on any idea, information, statement,
representation, or warranty given in this RFP document.
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. PSB also reserves the right to conduct Reference Site Visits at
the bidder’s client sites. Based upon the final technical scoring, short listing would be made of the eligible
bidders for final commercial bidding.
Through this Request for Proposal, Bank aims to select a Bidder/ application provider who would
undertake the designing and implementation of the required solution. The Bidder shall be entrusted with
end to end responsibility for the execution of the project under the scope of this RFP. The Bidder is
expected to commit for the delivery of services with performance levels set out in this RFP with a Service
Level Agreement.
10.2 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 needs 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 technical and commercial bids once again for scrutiny. The Bank can
repeat this normalization process at every stage of technical submission or till the Bank is 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
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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.
10.3 Preliminary Examination of Offers

1. The Bank will examine the Bids to determine whether they are complete, required formats have been
furnished, the documents have been properly signed, and the Bids are generally in order.
2. The Bank may, at its discretion, waive any minor infirmity, non-conformity, or irregularity in a Bid,
which does not constitute a material deviation.
3. The Bank will first examine whether the Bid and the Bidder is eligible in terms of Eligibility Criteria.
The bids not meeting the Minimum Eligibility Criteria shall not be considered for further evaluation.
4. Prior to technical evaluation, the Bank will determine the responsiveness of each Bid to the Bidding
Document. For purposes of these Clauses, a responsive Bid is one, which conforms to all the terms
and conditions of the Bidding Document without material deviations. Deviations from, or objections
or reservations to critical provisions, such as those concerning Bid Security, Applicable Law, Bank
Guarantee, Eligibility Criteria, will be deemed to be a material deviation.
5. The Bank’s determination of a Bid’s responsiveness will be based on the contents of the Bid itself,
without recourse to extrinsic evidence.
6. If a Bid is not responsive, it will be rejected by the Bank and may not subsequently be made responsive
by the Bidder by correction of the non-conformity.
10.4 Eligibility Evaluation Process

Bank shall scrutinize the Eligibility bid submitted by the bidder. A thorough examination of supporting
documents to meet each eligibility criteria (Section 5) 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 bidder meeting the Eligibility Criteria as per Section 5 will be considered for technical evaluation. Any
credential/supporting detail mentioned in “Section 5-Eligbility Criteria” and not accompanied by 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.
10.5 Technical Evaluation Process

The Technical Proposals of only those bidders shall be evaluated who have satisfied the eligibility criteria
bid. All technical bids will be evaluated and a technical score would be arrived at.
PSB 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 Bank.
10.6 Clarification of bids

To assist in the scrutiny, evaluation and comparison of offers/bids, The Bank may, at its sole discretion,
ask some or all bidders for clarification of their offer/bid. The request for such clarifications and the
response will necessarily be in writing and no change in the price or substance of the bid shall be sought,
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offered or permitted. Any decision of The Bank in this regard shall be final, conclusive and binding on the
bidder.
The bidder shall notify the Bank in writing of all subcontracts awarded under the contract if not already
specified in his bid. Such notification, in his original bid or later, shall not relieve the bidder from any
liability or obligation under the contract. The Bank reserves rights to accept such arrangement or reject
the proposal outright. Proof of such contracts should be submitted to the Bank.
10.7 Technical Bid Evaluation Criteria

The technical bid submitted by the Bidder will be evaluated only if they fulfill the eligibility criteria. The
technical bid evaluation will be done on a total score of 1000. The proposal evaluation will be based on
the evaluation matrix consisting of the following parameters.
S. No. Evaluation Criteria Maximum Minimum Minimum

Marks Marks Passing
Percentage
1. Functional Specifications 300 270 90%
2. Technical Specifications 200 200 100%
3. Bidder & OEM’s Capability and Experience 200 150 75%
4. Technical Presentation 100 80 80%
5. Product Demonstration 200 160 80%
Total 1000 860 86%
Bidders scoring at least the minimum score in each section mentioned in the table above and an overall
score of 860 marks or more will be declared technically qualified.
The bidders scoring less than 860 marks (cut-off score) out of 1000 marks in the technical evaluation shall
not be considered for further selection process and their offers will be dropped at this stage. Bidders
should score minimum as mentioned in the above table.
In case none of the participating bidders qualify on technical criteria by reaching or exceeding the cut off
score of 86%, then the bank, at its sole discretion, may relax the cut-off score to a lower value, which, in
any case, shall not fall below 75%. In case at-least two participants have not scored 75%, then the Bank
reserves the right to cancel and go for retendering process. However, this would be at the sole discretion
of the Bank.
If only one bidder qualifies, Bank at its discretion may select bidders with the top two technical scores for
final evaluation process. Bank, at its discretion, may choose to open the commercial bid of the only bidder
who qualifies. Bank at its discretion may reject the proposal of the Bidder without giving any reason
whatsoever, if in Bank’s opinion, the Solution Sizing was not made appropriately to meet the performance
criteria as stipulated by Bank.
The evaluation of technical proposals, among other things, will be based on the following:
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S.No. Technical Evaluation Evaluation Methodology

1 Functional Specifications The Bidder is required to submit the compliance for Functional
Max. Marks- 300 marks Specifications. Bidders should score 90% in Compliance to
Functional Specifications (Appendix 1A).
Marks would be awarded as:
Status Marks
Standardized Product (S) 10
Customization (C) 5
The total marks of the Appendix will be scaled down on a scale
of 300 marks
2 Technical Specifications The Bidder is required to submit the compliance for Technical
Max. Marks- 200 marks Specifications. Bidders must score 100% in Compliance to
Technical Specifications (Appendix 1B).
Marks would be awarded as:
Status Marks
Yes (Y) 10
No (N) 0
The total marks of the Appendix will be scaled down on a scale

of 200 marks
3 Bidder & OEM’s Capability Bidder’s Experience
and Experience The Bidder should have experience of implementing and
Max. Marks- 200 marks managing any Internet Banking or Mobile Banking for at least
one or more Scheduled Commercial Banks in India having a
total business of more than 1,00,000 cr
or
The Bidder should have experience of implementing and
managing any Internet Banking or Mobile Banking for at least
one or more Banks abroad having a total business of more
than 1,00,000 cr (50 marks)
- Only completed/ On-going/ initiated projects would be
considered for evaluation
Supporting Document
For Domestic Credentials:
For completed projects: Relevant Credential Letter from the
client or PO/ Contract Copy along with Sign off from the client
For on-going projects: PO/ Contract copy
And
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Self-Declaration on Bidder’s Letterhead signed by the board
authorized signatory confirming the total business of the
client
authorized signatory/ Company Secretary
OEM’s Experience
OEM’s Omni-Channel Digital Banking Product should have
been implemented in Scheduled Commercial Bank(s) in India
having more than 1500 branches and 15,00,000 customers
Four or more credentials (150 marks)
Three credentials (100 marks)
Two credentials (75 marks)
One credential (50 marks)
**80% of the marks will be given in case additional credentials
are from foreign Banks with a customer base of more than
20,00,000 users. However, at least one credential has to
mandatorily be of India.
OR
OEM’s Internet and Mobile Banking Solution should have
been implemented in at least one Scheduled Commercial
Bank in India having more than 1500 branches and 15,00,000
customers
Four or more credentials (150 marks)
Three credentials (100 marks)
Two credentials (75 marks)
One credential (50 marks)
**80% of the marks will be given in case additional credentials
are from foreign Banks with a customer base of more than
20,00,000 users. However, at least one credential has to
mandatorily be of India.
Supporting Document
For Domestic Credentials:
For completed projects: Relevant Credential Letter from the
client or PO/ Contract Copy along with Sign off from the client
And
authorized signatory confirming the total number of users
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authorized signatory/ Company Secretary
Supporting Document
Self-Declaration on Bidder’s Letterhead certified by the HR
4 Technical Presentation All eligible bidders will be required to make presentations. The
Max. Marks- 100 marks bank will schedule presentations and the time and location
will be communicated to the bidders. Failure of a bidder to
complete a scheduled presentation to the bank may result in
rejection of the proposal.
5 Product Demonstration All eligible bidders will be required to showcase the overall
Max. Marks- 200 marks solution proposed. The bank will schedule product
demonstration and the time and location will be
communicated to the bidders. Failure of a bidder to complete
a scheduled product demonstration to the bank may result in
rejection of the proposal.
10.8 Commercial Evaluation Process

The commercial bid of only those bidders shall be opened who have been technically qualified on the
basis of the technical proposal. Bank will notify the date and time for Commercial opening to the
technically qualified bidders and for further participating in the online Reverse Auction.
The envelope containing the Commercial offers of only those Bidders, who are short-listed after technical
evaluation, would be opened. The format for quoting commercial bid set out in Appendix 2-Commercial
Bill of Material. The commercial offer should consist of comprehensive Cost for required solution.
Bidder must provide detailed cost breakdown, for each and every categories mentioned in the commercial
bid.
The Bank will determine whether the Commercial Bids are complete, unqualified and unconditional. The
technically qualified bidders will be required to participate in the reverse auction. Omissions, if any, in
costing any item shall not entitle the firm to be compensated and the liability to fulfil its obligations as per
the Scope of the RFP within the total quoted price shall be that of the Bidder.
The lowest Commercial Bid (CB) will be given a financial score (Sf) of 100 points. The financial scores of
other Bids will be computed as follows:
Sf = 100 x CB /F
(F = amount of Commercial Bid)
Commercial Bid Evaluation Considerations
Commercial bid valuation shall be considered as below in case of any kind of discrepancy:
1. If there is a discrepancy between words and figures, the amount in words shall prevail
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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 totaling 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 bank shall not incur any liability to the affected bidder on account of such rejection.
12. The selected bidder shall provide the revised TCO and the revised break-up of the cost post Reverse
Auction
13. The commercials will be calculated till two decimal points only. If the third decimal point is greater
than .005 the same shall be scaled up else it shall be scaled down to arrive at two decimal points. Bank
will make similar treatment for 4th or subsequent decimal point to finally arrive at two decimal points
only.
Reverse Auction
The Bank shall conduct the reverse auction on total cost of project and the price so obtained after closure
of Reverse Auction shall be taken into account for Commercial Evaluation. Bidders have to submit final
itemized price to the Bank within 48 hours of closure of Reverse Auction process.
In case any technically qualified bidder does not take part in reverse auction, then he will not be
considered for commercial evaluation.
The procedure of reverse auction will be notified to the shortlisted bidders separately.
All eligible bidders must have a valid digital signature to participate in the online reverse auction.
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Bidder to note that only those bidders who participate and submit a bid(s) in the Reverse Auction shall be
considered for further evaluation, i.e. declaration of H1. However, in case no bidder participates, Bank
reserves the right to conduct a re-reverse auction.
Business Rules for Reverse Auctions
Applicability
Reverse auctions are carried out under the framework of rules that are called Business Rules.
1. All bidders participating in reverse auction shall understand/accept and give an undertaking for compliance
with the same to the Bank in the prescribed format “Annexure 21: Compliance for Reverse Auction” and
“Annexure 22: Letter of Authority for participating in Reverse Auction”.
2. Any bidder not willing to submit such an undertaking shall be disqualified for further participation in the e-
procurement process in question.
Compliance/Confirmation from Bidder
The bidders participating in reverse auction shall submit the following document(s) duly signed by the
same Competent Authority who signs the offer document in response to the RFP:
1. Acceptance of Business Rules for Reverse Auction and undertaking as per format in Annexure 21:
Compliance for Reverse Auction and Annexure 22: Letter of Authority for participating in Reverse
Auction.
Training to bidders
1. The Bank will facilitate training for participation in reverse auction either on its own or through the service
provider for the reverse auction.
2. On request where necessary, the Bank/service provider may also conduct a ‘mock reverse auction’ to
familiarize the bidders with reverse auction process.
3. Any bidder not participating in training and/or ‘mock reverse auction’ shall do so at his own risk and it shall
not be open for him to make any request / complaint / grievance later.
4. Each bidder shall participate in the training at his / their own cost.
5. The venue, date, time etc. for training in reverse auction shall be advised at the appropriate time.
6. No request for postponement/fixing of training date/time shall be entertained which in the sole view and
discretion of the Bank might result in any avoidable delay to either the Reverse Auction or the whole process
of selection of bidder.
Date/time of reverse auction
1. The date and time of commencement of reverse auction as also duration of ‘Reverse Auction Time’ shall be
communicated at least 4 working Days prior to such auction date.
2. Any force majeure or other condition leading to postponement of auction shall entitle the Bank to
postponement of auction even after communication, but the Bank shall be obliged to communicate to all
participating bidders the ‘postponement’ prior to commencement of such ‘Reverse Auction’.
Conduct of Reverse Auction
1. The reverse auction shall be conducted on a specific web portal meant for this purpose.
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2. The reverse auction may be conducted by the bank itself or through a service provider specifically
identified/appointed/ empanelled by the bank.
Transparency in Bids
All bidders will be able to view during the auction time the current lowest price in portal. Bidder shall be
able to view not only the lowest bid but also the last bid made by him at any point of time during the
auction time.
Masking of Names
1. Names of bidders shall be masked in the Reverse Auction process and bidders will be given suitable dummy
names.
2. After completion of Reverse Auction, the service provider / auctioneer shall submit a report to the Bank
with all details of bid and the original names of the bidders as also the L1 bidder with his / their original
names.
Start Price
Reverse Auction process shall commence at and after electronically loading the “START-UP PRICE” on the
basis of lowest TCO arrived at after evaluation of commercial bids or lesser than the lowest TCO arrived
as evaluated by the Bank.
Decremented Bid Value
1. The bidders shall be able to bid only at a specified decrement value or multiple thereof and not at any other
fractions. The Bid decrement value for each line item or for composite value shall be decided by the
Competent Authority depending upon the nature and the value of equipment being procured.
2. For the sake of convenience of bidders, the web portal shall display the next possible decremented value of
bid. It is not, however, obligatory on the part of bidders to bid at the next immediate lower level only. (That
is, bids can be even at 2 or 3 lower levels than the immediate lower level.)
Reverse Auction Process
1. In order to reduce the time involved in the procurement process, Bank shall be entitled to complete the
entire procurement process through a single Reverse Auction or in multiple Reverse Auctions by splitting
the items of bill of material in different lots.
2. The Bank shall however, be entitled to cancel the Reverse Auction process, if in its view procurement or
Reverse Auction process cannot be conducted in a fair manner and / or in the interest of the Bank.
3. The successful bidder shall be obliged to provide a Bill of Material at the last bid price at the close of auction.
Changes in Business Rules
1. Any change in Business Rules as may become emergent and based on the experience gained may be made
by the Bank.
2. Any/all changes made in Business Rules shall be uploaded in the Website of the Bank
https://www.psbindia.com/ immediately.
3. If any reverse auction process has commenced and a change is made in Business Rules, it shall be informed
immediately to each bidder participating in the Reverse Auction and his concurrence to/ acceptance of the
change shall be obtained in writing by the Bank.
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Don’ts applicable to the Bidders

1. No bidder shall involve himself/ itself or any of his/ its representatives in any price manipulation directly or
indirectly with other bidders. If any such practice comes to the notice, Bank shall disqualify the bidders
concerned from the e-Procurement process.
2. Bidder shall not disclose details of his bids or any other details concerning Reverse Auction process of the
Bank to any other third party without specific permission in writing from the Bank.
3. Neither Bank nor service provider/ auctioneer can be held responsible for consequential damages such as
no power supply, system problem, inability to use the system, Loss of electronic information, power
interruptions, UPS failure, etc. at bidders’ place. (Bank shall, however, entertain any such issues of
interruptions, problems with open mind and fair degree of transparency in the process before deciding to
stop or extend the auction.)
Errors and Omissions
On any issue or area of material concern respecting e-Procurement not specifically dealt with in these
Business Rules, the decision of the bank shall be final and binding on all concerned.
10.9 Final Evaluation – Weighted Techno-Commercial Evaluation

The Proposals will be finally ranked according to their combined Technical Score(s) and Financial Score
(post Reverse Auction) as follows:
S = ST x Tw + SF x Fw
Where S is the combined score, and Tw and Fw are weights assigned to Technical Proposal and Financial
Proposal that shall be 0.40 and 0.60 respectively. ST and SF will be calculated for individual bidders, as per
description mentioned in Section 10.7 and 10.8 respectively.
Bidder with the highest Final score shall be considered for award of the Contract.
For example:
Three vendors namely A, B and C participated in the bid process and their technical score are as under:
A=70, B=75, C= 90
After converting them into percentile, we get
ST for A= (70/90)*100 = 77.77
ST for B= (75/90)*100= 83.33
ST for C= (90/90)*100=100
The Final prices (post Reverse Auction) of the Vendors are as under:
A= Rs. 8000, B= Rs. 9000, C= Rs. 10000
The final cost (post e-reverse auction, in this case if it is Rs 8000) quoted by the bidders converted into
percentile score shall be as under:
SF for A = (8000/8000)*100 = 100
SF for B= (8000/9000)*100 = 89
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SF for C= (8000/10000)*100 = 80
As the weightage for technical parameter and cost are Tw = 40% and Fw = 60% respectively, the final
scores shall be calculated as under:
S for A= (77.77*0.4) + (100*0.6) = 91.10
S for B= (83.33*0.4) + (89*0.6) = 86.73
S for C= (100*0.4) + (80*0.6) = 88
Hence, the offer of ‘A’ (being highest score) would be considered and the contract shall be awarded to ‘A’
at Rs. 8000 being the final price quoted by A.
Note:
1. The bank will at its own discretion decide to either –
 Open commercial bids in front of the bidders after the technical evaluation is complete, and
calculate the TCO, Or
 The highest technical bidder shall not automatically qualify for becoming selected bidder and for
award of contract by the bank.
2. The Successful Applicant shall be the first ranked Applicant (having the highest combined score). The
final decision on the successful bidder will be taken by the bank. The implementation of the project
will commence upon acceptance of purchase order and signing of Contract by the selected bidder.
3. If for some reason, the successful bidder fails to execute an agreement within a specified timeline, the
bank reserves the right to award the contract to the next most eligible bidder based on the final
evaluation scope of technical evaluation scores and commercial prices quoted during the reverse
auction.
4. In case of a tie of Total Score between two or more bidders, the Bid with higher technical score would
be chosen as the successful Bidder.
5. The bank will calculate the scores up to two decimal points only. If the third decimal point is greater
than .005 the same shall be scaled up else it shall be scaled down to arrive at two decimal points.
10.10 Key Guidelines:

1. Bidder’s proposal should strictly conform to the specifications.
2. Proposals not conforming to the specifications will be rejected subject to the Bank’s discretion. Any
incomplete or ambiguous terms / conditions / quotes may result in disqualification of the offer at
bank’s discretion. The Bidder has to offer specific remarks for technical requirements and clearly
confirm compliance. Any comments on technical requirements should be clearly informed in Remarks
column.
3. Comments on other terms prescribed by the Bank are to be provided in a separate section in Technical
Bid. The Bank is not bound to evaluate the deviations mentioned at any other section of the bid.
4. For supplementary information a separate sheet should be used.
5. All pages should be numbered (like 1/xxx, 2/xxx where xxx is last page number of Bid document) and
signed under the company seal.
6. Technical Bid documents are to be properly hard bound.
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7. Punjab & Sind Bank reserves the right to reject any or all proposals. Similarly, it reserves the right not
to include any vendor in the final short-list.
10.11 Sealing and Marking of Bids

1. The Bidder has to submit 2 copies of the response and a soft copy of the complete technical Bid and
Eligibility Criteria in Microsoft Office / Open Office format on a Compact Disc (CD) super-scribing “Soft
Copy of Technical Bid and Eligibility Criteria against PSB/HOIT/RFP/131/2018-19 DATED
12/04/2019” along with the technical bid. The Bidder will not furnish the softcopy of the commercial
bid.
2. The Bidder shall seal the envelopes containing “Envelope – I: Eligibility Criteria”, “Envelope – II:
Technical Bid” and “Envelope – III: Commercial Bid” separately and the three envelopes shall be
enclosed and sealed in a SINGLE OUTER ENVELOPE marked as
“ORIGINAL: Selection of Vendor for Setting Up & Maintenance of Omni Channel Digital Banking
Solution -FINAL BID”
3. The inner and outer envelopes shall:
a) be addressed to the Bank at the address given; and
b) bear the following in separate envelopes
i. “Selection of Vendor for Setting Up & Maintenance of Omni Channel Digital Banking
Solution -Eligibility Criteria”
ii. “Selection of Vendor for Setting Up & Maintenance of Omni Channel Digital Banking
Solution - Technical Bid”,
iii. “Selection of Vendor for Setting Up & Maintenance of Omni Channel Digital Banking
Solution - Commercial Bid ”,
c) All envelopes should indicate on the cover the name and address of the Bidder.
4. If the outer envelope is not sealed and marked, the Bank will assume no responsibility for the bid’s
misplacement or premature opening.
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11 Additional Instructions for Bidders

11.1 General Instructions
11.1.1 11.1.1 Nature of Bid
a) Bids will be permitted only from a single entity.
b) Consortium is allowed for Supply, Installation and Maintenance of Hardware, OS and Peripheral
Applications only. However, in case the lead bidder forms a consortium, the single point of contact
for bank will be the lead bidder. Lead bidder will be responsible for the successful execution of the
RFP/ Contract.
11.1.2 11.1.2 Information Ownership

All information processed, stored, or transmitted by successful Bidder equipment belongs to the Bank. By
having the responsibility to maintain the equipment, the Bidder does not acquire implicit access rights to
the information or rights to redistribute the information. The Bidder understands that civil, criminal, or
administrative penalties may apply for failure to protect information appropriately.
Any information considered sensitive by the bank must be protected by the successful Bidder from
unauthorized disclosure, modification or access. The bank’s decision will be final.
Types of sensitive information that will be found on Bank system’s which the Bidder plans to support or
have access to include, but are not limited to: Information subject to special statutory protection, legal
actions, disciplinary actions, complaints, IT security, pending cases, civil and criminal investigations, etc.
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 Bidder or
existing at any of the Bank location. The Bidder will have to 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
Bidder will have to also ensure that all subcontractors 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 Bidder or
existing at any Bank location.
11.1.3 11.1.3 Security Configuration, Monitoring and Audit

The baseline security configuration of Operating System, Database, Web server and all other applications
to be done by the bidder, according to the industry best practices.
Compliance with security best practices may be monitored by periodic computer security audits
performed by or on behalf of the Bank. The periodicity of these audits will be decided at the discretion of
the Bank. Periodicity for Regulatory Audits would be required as per the rules and guidelines laid down
by the regulator or as required by the regulator. These audit plan to include, but are not limited to, a
review of: access and authorization procedures, physical security controls, input/output controls, DB
controls, backup and recovery procedures, network security controls and program change controls.
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To the extent that the Bank deems it necessary to carry out a program of inspection and audit to safeguard
against threats and hazards to the confidentiality, integrity, and availability of data, the Bidder shall afford
the Bank’s representatives access to the Bidder’s facilities, installations, technical resources, operations,
documentation, records, databases and personnel. The Bidder must provide the Bank access to various
monitoring and performance measurement systems (both manual and automated). The Bank has the right
to get the monitoring and performance measurement systems (both manual and automated) audited
without prior approval / notice to the Bidder.
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12 Service Levels & Penalties

Bank 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 Bank and excludes the scheduled outages planned
in advance and the bandwidth link failures
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 Banks’ services.
3. “Resolution Time” shall mean the time taken in resolving (diagnosing, trouble shooting 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 Bank and Service Provider.
4. "Scheduled operation time" means the scheduled operating hours of the System for the month. All
planned downtime on the system would be deducted from the total operation time for the month to
give the scheduled operation time, i.e. 24x7x365.
5. "Solution downtime" subject to the SLA, means accumulated time during which the Solution is not
available to the Bank’s users or customers due to in-scope system, and measured from the time the
Bank and/or its customers log a call with the Bidder help desk of the failure or the failure is known to
the Bidder from the availability measurement tools to the time when the System is returned to proper
operation. Any denial of service to the Bank users and Bank customers would also account as “System
downtime”
6. 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.
7. Uptime will be computed based on availability of the applications to the Bank’s users irrespective of
availability of servers either individual servers/clusters.
8. Typical Resolution time will be applicable if systems are not available to the Bank’s users and
customers and there is a denial of service.
9. Following are the requirements related to managing the service levels to be maintained in providing
such services:
10. Bidder to note that all SLAs will be applicable 3 months post Go-Live onwards.
Service Level Agreement and Targets
This section includes the SLAs which Bank 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 Bank 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 contractor its revision whichever
is earlier.
Service Level Availability is to be measured and reported on a monthly basis by bidder and will be validated
by PSB.
System Availability is defined as:
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{(Scheduled Operation Time – System Downtime)/ (Scheduled Operation Time)} * 100%

Service Level Measurement
1. Bank has defined in-scope services in the RFP and corresponding SLAs below. Bank shall evaluate the
performance of the Successful Bidder on these SLAs compliance as per the periodicity defined.
2. The Successful Bidder shall provide, as part of monthly evaluation process, reports to verify the
Successful Bidder’s performance and compliance with the SLAs. Data capturing and reporting
mechanism will be used for SLA reporting. The bidder has to leverage existing tools or any other tool
proposed by the Bank to monitor and manage the Solution.
3. 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.
4. The Bidder shall provide SLA Report on monthly basis and a review shall be conducted based on this
report. A monthly report shall be provided to the Bank at the end of every month containing the
summary of all incidents reported and associated Bidder performance measurement for that period.
Performance measurements would be accessed through audits or reports, as appropriate to be
provided by the Bidder.
Level Classifications
Level Function/ Technology Typical Resolution Time
Severity 1 1. No user can access the Business system or; During business hours:
2. Any problem due to which 100 or more users cannot 2 hours
access the Business system. During Non-Business
3. Interruption making any functionality inaccessible hours: 4 hours
services availability or unavailability or a severe
impact on of any reports which is urgently required
for compliance purpose. There is no possible
alternative.
Severity 2 1. Any problem due to which 10 to 99 users cannot During business hours:
access the Business system or; 4 hours
2. Any incident which is classified under “Severity 1” During Non-Business
for which an acceptable (by Bank) workaround has hours: 6 hours
been provided
Severity 3 1. All other residuary business not defined under During business hours:
“Severity 1” and “Severity 2”or; 6 hours
2. Any incident which is classified under “Severity During Non-Business
2”for which an acceptable (by Bank) workaround hours: 8 hours
has been provided or;
3. Any problem due to which 1 to 9 users cannot
access the Business system
Application Availability
Services Description Calculation Periodicity MSL Penalty
Solution Availability of (Total uptime Monthly 99.90% For every 0.5% or
Availability Solution to users in a month)/ part thereof drop
(maximum in service levels
time in a month penalty will be 1%
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- scheduled of the Facilities
downtime Management
Cost for the
month
The Calculation of
penalty will
happen based
monthly
performance data
as received
Bug Resolution
Bug Reporting Bidder shall ensure Manually Monthly 100% Penalty of INR
that all bugs through 1,000 will be
reported by the various levied for every
users / testing communication 15 minutes delay
team shall be duly channels or part thereof
logged and
assigned a unique
ID for reference
purposes. Users
shall be informed
about the
reference ID
maximum within
15 minutes from
recording the
complaint
Bug Resolution Bidder shall ensure NA Monthly Per Penalty of INR
that all bugs Instance 10,000 will be
reported by the levied for every
users / testing day delay or part
team as agreed thereof
with the Bank and
resolved
maximum within 7
calendar days. The
reference ID post
resolution should
be closed in
concurrence with
the Bank
Application Helpdesk Services
Incident logging Bidder shall ensure Manually Monthly 100% Penalty of INR
that all incidents through 1,000 will be
reported by the various levied for every
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users / testing communication 30 minutes delay
team shall be duly channels or part thereof
logged and
assigned to
respective third
party vendors with
a unique ID for
reference
purposes. Users
shall be informed
about the
reference ID
maximum within
30 minutes from
recording the
complaint
Performance Measurement
Hardware Hardware EMS/ Helpdesk Monthly Per Penalty of INR 5,000
Utilization utilization for OLTP instance will be levied for
should not exceed every such instance
70% for more than
10 minutes
continuously in a
day.
*Incident—Each
incident is defined
as utilization
crossing the 70%
threshold for
continuous 10
minutes window in
a day.
Storage The storage EMS/ Helpdesk Monthly Per Penalty of INR 5,000
Utilization utilization should instance will be levied for
not exceed 90% at every 1% increase in
any given point of storage beyond 90%
time space utilization
Batch In the event of Manual Monthly Per Penalty of INR 1,000
Processing erroneously batch Identification Instance will be levied for
uploads due to fault every such instance
solely attributable
to the bidder
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Application Bidder shall Manual Audit Monthly Per Penalty of INR
Patch implement program Instance 10,000 will be levied
Management updates, patches, for every week’s
fixes and critical delay beyond six
security alerts months
within six months of
the release by OEM
Cross Functional
Services Service Description Calculation Periodic MSL Penalty
Measurement ity
Incident Incident This Service Call Tickets Monthly Severity Business
Management resolution Level per month 1: 99% hours-
Services within targets measures the resolved For ever
number of all within the 0.5% drop
category calls/ timelines in service
incidents per divided by level or
month that the total part
get resolved number of thereof,
within the call tickets Penalty
response time per month shall be
& resolution Severity 1: 0.5% of the
time defined During monthly
divided by the business FM Cost
total number hours- Within
of calls that 2 hrs Non-
get logged Business
During non- Hours
business For ever
hours- Within 1% drop in
4 hrs service
level or
part
thereof,
Penalty
shall be
0.5% of the
monthly
FM Cost
Severity 2: Severity Business
During 2: 98% hours-
business For ever
hours- Within 0.5% drop
4 hrs in service
level or
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Measurement ity
During non- part
business thereof,
hours- Within Penalty
6 hrs shall be
0.25% of
the
monthly
FM Cost
Non-
Business
Hours
For ever
1% drop in
service
level or
part
thereof,
Penalty
shall be
0.25% of
the
monthly
FM Cost
Severity 3: Severity Business
During 3: 97% hours-
business For ever
hours- Within 1% drop in
6 hrs service
level or
During non- part
business thereof,
hours- Within Penalty
8 hrs shall be
0.25% of
the
monthly
FM Cost
Non-
Business
Hours
For ever
1% drop in
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Measurement ity
service
level or
part
thereof,
Penalty
shall be
0.25% of
the
monthly
FM Cost
Change & Change Measure of Dividing the Monthly 99% For each
Release Request successfully total number 0.5% drop
Management Resolution- implementing of successful in service
Services Successful – change closure of level or
closure management change part
(as per request thereof,
mutually tickets by the penalty
agreed total number shall be
timelines) of change INR 2,500
request
tickets raised
in the
Helpdesk
IT Service Reliability Measure of No of times Yearly 99% Penalty
Continuity & successfully DR plan is shall be
Disaster testing of DR tested in a INR 50,000
Recovery plan (plans are year (as per for each
Services tested as per Bank’s policy) default
Bank’s policy).
Management, Reporting and Governance
Service SLA Measurement SLA Penalty Remarks
Details
Report Adherence to delivery of SLA 100% The SLA reports to The indicative
Generation report be shared with the list of required
bank by 7th of reports is
every month. mentioned in
For each default the RFP. However,
penalty of INR 10,000 PSB may add or
per week or part remove reports
thereof may be as at its
charged to the bidder discretion.
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Service SLA Measurement SLA Penalty Remarks

Details
Staff Yearly 1 change in the Project 100% More than 1 change
transition Manager or Service delivery in the proposed
period manager is allowed Program Manager or
(Handover Service delivery
period) manager would lead
to penalty of INR
5,000 for each default
Resource Attendance for support No of days Penalty shall be INR
Availability personnel, L1 and L2 below 2,500 for every 2%
engineers. (covers all the minimum default or part
locations) Minimum attendanc thereof below the
attendance level on any day is e level agreed threshold
90% of agreed deployment.
Testing (UAT Phase)
Severity classification during UAT phase is mentioned below:
Severity Definition
Critical For UAT: Fatal Errors like General Protection Fault, system hangs and testing
cannot proceed till error is fixed
High For UAT: Serious Program behavior inconsistent to functional requirements, or
data rendered inconsistent and testing cannot proceed in that area till error is
fixed
Medium For UAT: Minor errors to be corrected, but testing can proceed with work
around solutions
Low For UAT: Suggestions/ Comments. Improves user-interface or functionality.
General remarks not necessarily meant for improvement
The Bidder understands that the testing agency will deliver their testing services in accordance with the
Project timeline detailed in Section 7.17 “Project Timeline”. In order to achieve the satisfactory and timely
results and execution, the Bidder will have to ensure the adequacy and experience of the testing resources
that will be allocated to the Omni-Channel Digital Banking Solution testing project to the full satisfaction
of the Bank. In case of breach of the above by the Bidder, the Bank shall impose penalty equivalent to a
sum of one half of one percent (0.5%) of the cost of the testing agency per calendar week or part thereof,
of delay till all the obligations of the Bidder are met.
Audit Gaps
Item Issue Resolution Period Penalty Amount
Categorization
High Within 1 Month 15,000 per issue per day post the
resolution period till the issue/gap
Audit Gaps closure date
Resolution Medium Within 2 Months 10,000 per issue per day post the
closure date
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Item Issue Resolution Period Penalty Amount

Categorization
Low Within 3 Months 5,000 per issue per day post the
closure date
**Bidder is required to submit the compliance document confirming that the identified gaps have been
closed.
Penalties
Implementation Penalty
The selected bidder must adhere to the timelines as stated in the RFP. Delay in successful implementation
of the solution within the stipulated timelines shall attract penalty
In case, Bidder has not implemented the solution within the stipulated timelines, the bidder shall be liable
to pay a penalty of equivalent to 1 (one) percent of the implementation cost of the respective solution for
every week of delay or part thereof.
For the purpose of this RFP, the total of penalties as per SLA and the Liquidated damages will be subject
to a maximum of 10% of the overall contract value.
At-Risk Amount
The monthly At-Risk Amount (‘ARA’) shall be 10% of the estimated monthly payout of the respective
month. Overall cap for penalties as per SLA and the Liquidated damages over the tenure of the contract
will be 10% (ten per cent.) of the contract value.
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13 Annexure & Appendix

13.1 Appendix
Appendix 1: Functional & Technical Specifications
13.1.1 Appendix 1A: Functional Specifications

The format for Appendix 1A: Functional Specifications will be provided with the hardcopy of the RFP
document to the interested bidders who purchase the RFP document upon paying the Tender Document
fee.
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13.1.2 Appendix 1B: Technical Specifications

The format for Appendix 1B: Technical Specifications will be provided with the hardcopy of the RFP
fee.
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13.1.3 Appendix 2: Commercial Bill of Material

The format for Appendix 2: Commercial Bill of Material will be provided with the hardcopy of the RFP
fee.
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13.2 Annexures
13.2.1 Annexure 1: Bank Guarantee Form
BANK GUARANTEE (BG) FOR EARNEST MONEY DEPOSIT (EMD)
(ON A NON-JUDICIAL STAMP PAPER OF RS. 100.00)
Guarantee for Payment of Earnest Money/Security Deposit Bank Guarantee no.:
Date:
Period of Bank Guarantee:
Amount of Bank Guarantee: Rs.
To,
Punjab & Sind Bank,
Gurugram- 122003
WHEREAS (hereinafter called “the Bidder”) has submitted its bid dated (date of
submission of bid) for Selection of Vendor for Setting Up & Maintenance of Omni Channel Digital Banking
Solution response to Punjab & Sind Bank’s Request for Proposal (RFP) No. PSB/HOIT/RFP/131/2018-19
(hereinafter called “the Bid”).
KNOW ALL PEOPLE by these presents t h a t WE (name of bank) having our registered office at
(address of bank) (hereinafter called “the Bank”) are bound unto Punjab & Sind Bank
(hereinafter called “the Beneficiary”) in the sum of R s . /- (Rupees
Only) for which payment will and truly to be made to the said Beneficiary, the Bank binds itself, its
successors and assigns by these presents. Sealed with the common seal of the said Bank this day of
20__.
THE CONDITIONS of this obligation are:

1. If the Bidder withdraws its Bid during the period of bid validity specified by the Bidder on the Bid
Form; or
2. If the Bidder, having been notified of the acceptance of its bid by the Beneficiary and the bidder
during the period of bid validity :
a. fails or refuses to execute the Contract Form if required; or
b. fails or refuses to perform, in accordance with the Terms and Conditions of the RFP or
Contract; or
c. fails or refuses to furnish the Performance Security, in accordance with the Terms and
Conditions of the RFP or Contract;
We undertake to pay the Beneficiary up to the above amount upon receipt of its first written demand,
without the Beneficiary having to substantiate its demand, provided that in its demand the beneficiary
will note that the amount claimed by it is due to it owing to the occurrence of one or both of the two
conditions, specifying the occurred condition or conditions.
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This guarantee will remain in force up to and including 180 days after the period of the bid validity i.e.
up to (mention date of expiry which should be a minimum of bid validity = 180 days), and
any demand in respect thereof should reach the Bank not later than the above date.
Notwithstanding any other term contained herein:
a) this guarantee shall be valid only up to (Insert Guarantee End
Date) whereupon it shall automatically expire irrespective of whether the original guarantee is
returned to the Bank or not; and
b) the total liability of Bank under this guarantee shall be limited to Rs. (Rupees
___________________________________________only)
Place:
SEAL
Code No.
SIGNATURE.
NOTE: BIDDER SHOULD ENSURE THAT THE SEAL & CODE NO. OF THE SIGNATORY IS PUT BY THE BANKERS,
BEFORE SUBMISSION OF BG.
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13.2.2 Annexure 2: Technical Proposal Format

Particulars to be provided by the bidder in the technical proposal – RFP Reference no.
PSB/HOIT/RFP/131/2018-19
Sr. No. Particulars Response from the bidder

1 Name of the bidder
2 Year of establishment and constitution
Certified copy of “Partnership Deed” or
“Certificate of Incorporation” should be
submitted as the case may be.
3 Location of Registered office /Corporate office
and address
4 Mailing address of the bidder
5 Names and designations of the persons
authorized to make commitments to the Bank
6 Telephone and fax numbers of contact
persons
7 E-mail addresses of contact persons
8 Details of :
Description of business and business
background
Service Profile & client profile
Domestic & International presence
Alliance and joint ventures
9 Turnover of the bidder
Year 2015–16
Year 2016-17
Year 2017-18
Documentary proofs are to be enclosed
10 Net Profit (after taxes) of the bidder
Year 2015-16
Year 2016-17
Year 2017-18
11 Net Worth of the bidder
Year 2015-16
Year 2016-17
Year 2017-18
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Sr. No. Particulars Response from the bidder

12 Details of the similar assignments executed by
the bidder during the last two years (Name of
the Bank, time taken for execution of the
assignment and documentary proofs from the
Bank are to be furnished)
13 Details of inputs, infrastructure requirements
required by the bidder to execute this
assignment.
14 Details of the bidder’s proposed
methodology/approach for providing services
to the Bank with specific reference to the scope
of work.
Declaration:
1. We confirm that we will abide by all the terms and conditions contained in the RFP.
2. We hereby unconditionally accept that Bank can at its absolute discretion apply whatever criteria it
deems appropriate, not just limiting to those criteria set out in the RFP, in short listing of bidders.
3. All the details mentioned by us are true and correct and if Bank observes any misrepresentation of
facts on any matter at any stage, Bank has the absolute right to reject the proposal and disqualify us
from the selection process.
4. We confirm that this response, for the purpose of short-listing, is valid for a period of 180 days, from
the date fixed for bid opening.
5. We confirm that we have noted the contents of the RFP and have ensured that there is no deviation
in filing our response to the RFP and that the Bank will have the right to disqualify us in case of any
such deviations.
(Signature)
(Name of Authorized Signatory)
(Designation)
(Date)
Place:
(Name and address of the bidder)
(Company Seal)
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13.2.3 Annexure 3: Commercial Compliance Certificate

RFP No: PSB/HOIT/RFP/131/2018-19 Date:
Punjab & Sind Bank,

Gurugram- 122003
Dear Sir,
Having examined the Bidding Documents the receipt of which is hereby duly acknowledged, we, the
undersigned, offer to supply and work as vendors as mentioned in the RFP document & in conformity with
the said bidding documents for the same.
I / We undertake that the prices are in conformity with the specifications prescribed.
I / We agree to abide by this bid for a period of 180 days from the date fixed for bid opening and it shall
remain binding upon us and may be accepted by the Bank, any time before the expiry of that period.
Until a formal contract is prepared and executed, this bid, together with your written acceptance thereof
and your notification of award shall constitute a binding Contract between us.
I / We understand that you are not bound to accept the lowest or any bid you may receive.
I / We agree to the terms & conditions mentioned in the Tender document.
Terms & Conditions:
The fee quoted shall cover components and services on a fixed price basis inclusive of all applicable taxes
under the Indian law like customs duty, freight, forwarding, insurance, delivery, etc. but exclusive of only
applicable GST, which shall be paid / reimbursed on actual basis on production of bills with GSTIN. Any
increase in GST 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, and increase in custom duty. The bank will not pay any out
of pocket expense.
(Signature)
(Designation)
(Date)
Place:
(Company Seal)
**Note: Vendor will work as per the timings of the Bank
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13.2.4 Annexure 4: Compliance Certificate

To, Date:
Punjab & Sind Bank,
Gurugram- 122003
Dear Sir,
Ref: - RFP no. PSB/HOIT/RFP/131/2018-19 for Selection of Vendor for Setting Up & Maintenance of Omni
Channel Digital Banking Solution
1. Having examined the RFP including all annexure, the receipt of which is hereby duly acknowledged,
we, the undersigned offer to provide the services in conformance to the said RFP and in accordance
with our proposal and the schedule of Prices indicated in the Price Bid and made part of this RFP.
2. We confirm that this offer is valid for 180 days from the date fixed for opening of bids.
4. This Bid, together with your written acceptance thereof and your notification of award, shall
constitute a binding Contract between us.
5. We undertake that in competing for and if the award is made to us, in executing the subject Contract,
we will strictly observe the laws against fraud and corruption in force in India namely “Prevention of
Corruption Act 1988”.
6. We agree that the Bank is not bound to accept the lowest or any Bid that the Bank may receive.
7. We and the proposed OEM solution provider are not blacklisted at the time of submission of the bid
by any regulator / statutory body/ any government department/ PSU/ PSE or banks in India.
Dated
(Signature)
(Designation)
(Date)
Place:
(Company Seal)
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13.2.5 Annexure 5: Proposed Agency Profile

Sr. No. Particulars Bidder Response
1 Names and designations of the persons authorized to
make commitments to the Bank (including mobile
number and email ID)
2 No. of years of experience providing services covered
within the RFP
Sr. No. Name of Bank where the vendor was associated for Duration of association with the
similar type of services Bank
1
2
3
4
We hereby confirm that the information provided by us is true and to the Best of our Knowledge.
(Signature)
(Designation)
(Date)
Place:
(Company Seal)
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13.2.6 Annexure 6: Confirmation of Terms & Condition

Punjab & Sind Bank,
Gurugram- 122003
Dear Sir,
Sub: Request for Proposal for Selection of Vendor for Setting Up & Maintenance of Omni Channel Digital
Banking Solution
Further to our proposal dated ______________, in response to the Request for Selection of Vendor for
Setting Up & Maintenance of Omni Channel Digital Banking Solution (hereinafter referred to as “RFP”)
issued by Punjab & Sind Bank (PSB) we hereby covenant, warrant and confirm as follows:
We hereby agree to comply with all the terms and conditions / stipulations as contained in the RFP and
the related addendums and other documents including the changes made to the original tender
documents issued by PSB. PSB is not bound by any other extraneous matters or deviations, even if
mentioned by us elsewhere either in our proposal or any subsequent deviations sought by us, whether
orally or in writing, and the Bank’s decision not to accept any such extraneous conditions and deviations
will be final and binding on us.
Yours faithfully,
(Signature)
(Designation)
(Date)
Place:
(Company Seal)
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13.2.7 Annexure 7: Tender Offer Cover Letter

RFP Reference No.: PSB/HOIT/RFP/131/2018-19 Date:
To,
Punjab & Sind Bank,
Gurugram- 122003
Dear Sir,
Having examined the tender documents including all annexure the receipt of which is hereby duly
acknowledged, we, the undersigned, offer to provide Selection of Vendor for Setting Up & maintenance
of Omni Channel Digital Banking Solution to Bank as mentioned in RFP document in conformity with the
said tender documents, and in accordance with the Commercial bid and made part of this tender.
We understand that the RFP provides generic specifications about all the items and it has not been
prepared keeping in view, any specific bidder.
If our tender offer is accepted, we shall obtain the guarantee of a bank for a sum equal to 10% of the
Contract Price for the due performance of the Contract.
We agree to abide by this tender offer for 180 days from the date of tender opening and our offer shall
remain binding upon us and may be accepted by the Bank any time before the expiration of that period.
Until a formal contract is prepared and executed, this tender offer, together with the Bank’s written
acceptance thereof and the Bank’s notification of award, shall constitute a binding contract between us.
We understand that the Bank is not bound to accept the lowest or any offer the Bank may receive. Dated
this __________________day of __________, 20
Signature: __________________________________
In the Capacity of :- ________________________________ duly authorized to sign the tender offer for
and on behalf of
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13.2.8 Annexure 8: Submission Checklist

The bidder has to ensure that the following have been submitted as a part of the RFP submission process.
Failure to provide any of the documents as detailed below could lead to the disqualification of the
bidder from the bid.
The following files need to be completed
Functional Specification Document Submitted (Bidder)
Appendix 1A- Functional Specifications
Appendix 1B- Technical Specifications
Formats
The following Letters and Formats need to be submitted.
Letter / Format Submitted (Bidder)
Annexure 2: Technical Proposal Format
Annexure 4: Compliance Certificate
Annexure 5: Proposed Agency Profile
Annexure 6: Confirmation of Terms & Condition
Annexure 7: Tender Offer Cover Letter
Annexure 8: Submission Checklist
Annexure 10: Confirmation of Eligibility
Annexure 11 :Proposed Team Profile
Annexure 15: Integrity Pact
Annexure 16: Manufacturer’s Authorization Form
Annexure 17: Sizing Adequacy Letter
Annexure 18: Application Integrity Statement
Annexure 19: Declaration for Bug Free Software
Annexure 20: Undertaking for Back-Lining
Submission Checklist for Commercial Bid Documents

The following documents need to be provided by the Bidder for the Commercial Bid in a separately
sealed cover.
Commercial Bid Documents Submitted

(Bidder)
Annexure 3: Commercial Compliance Certificate
Annexure 21: Compliance for Reverse Auction
Annexure 22: Letter of Authority for participating in Reverse Auction
Appendix 2: Commercial Bill of Material
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13.2.9 Annexure 9: Pre-bid query format

Bidder’s request for Clarification - to be submitted before the last date mentioned in the RFP for
submitting the pre-bid queries
If, bidder, desiring to respond to RFP, require any clarifications on the points mentioned in the RFP may
communicate with Punjab & Sind Bank (PSB) using the following format.
All questions received before deadline specified in the RFP will be formally responded to and
questions/points of clarification and the responses will be circulated to all participating bidder if required.
The source (identity) of the bidder seeking points of clarification will not be revealed. Alternatively, PSB
may at its discretion, answer all such queries in the Pre-bid meeting.
Pre Bid Query Format
Query RFP Section RFP Page Number RFP Excerpt Query Description/
Reference (point number) Clarification sought
No
Name and signature of authorized person issuing this request for clarification
Signature/Date
Official designation
1. In case of multiple queries, the contact details need not be repeated and only the details in the pre-
bid query format (table provided above) are to be furnished for the subsequent queries.
2. The queries should be submitted in a spreadsheet using the same column headings specified in the
table above, preferably in MS Excel file format.
3. Please indicate the preferred method and address for reply.
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13.2.10Annexure 10: Confirmation of Eligibility

S.No. Eligibility Criteria Supporting Documents Compliance
(Yes/ No)
Bidder’s Experience
1. The bidder should be a Government Certificate of Incorporation
Organization/ PSU/ PSE /Public/ Private
Limited Company under companies Act,
1956 India or later.
2. The Bidder should have been in Certificate of Incorporation
operation for at least 5 years as on as on
date of bid submission.
3. The Bidder should have an annual Copies of Annual Reports in case
turnover of INR 100 Cr. for each of the of listed companies and copies of
past three financial years i.e. 2015-16, audited balance sheets and P&L
2016-17 & 2017-18 from its IT operations statements in case of others.
in India AND
CA Certificate
4. The bidder should have a positive net- Copies of Annual Reports in case
worth in any two out of last three of listed companies and copies of
financial years i.e. 2015-16, 2016-17, audited balance sheets and P&L
2017-18 statements in case of others.
AND
CA Certificate
5. The Bidder should not have been Self-Declaration on Bidder’s
blacklisted at the time of submission of Letterhead signed by the
the bid by any regulator / statutory body/ authorized signatory
any government department/ PSU/
PSE/Financial Institution or banks in
India.
6. The bidder should be an OEM or a Manufacturer’s Authorization
certified or authorized agent/ reseller/ Form
partner of the solution offered
7. The bidder must be CMMI level 5 Copy of certification
Certified Company and the certificate
should be valid as on date of bid
submission
8. The Bidder should have experience of For Domestic Credentials:
implementing and managing any Internet For completed projects: Relevant
Banking or Mobile Banking for at least Credential Letter from the client
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(Yes/ No)
one Scheduled Commercial Bank in India or PO/ Contract Copy along with
having a total business of 1,00,000 cr Sign off from the client
OR
For on-going projects: PO/
The Bidder should have experience of Contract copy
implementing and managing any Internet And
Banking or Mobile Banking for at least
one Bank abroad having a total business Self-Declaration on Bidder’s
of more than 1,00,000 cr Letterhead signed by the board
authorized signatory confirming
Only completed/ On-going/ initiated the total business of the client
projects would be considered for
evaluation For Foreign Credentials:
Secretary
OEM’s Experience
1. The OEM should have presence in India Certificate of Incorporation
for least last 5 years as on as on date of
bid submission.
2. OEM’s Omni-Channel Digital Banking For Implemented projects:
Product should have been implemented Relevant Credential Letter from
in at least one Scheduled Commercial the client or PO/ Contract Copy
Bank in India having more than 1500 along with Sign off from the
branches and 15,00,000 users client
OR
And
OEM’s Internet and Mobile Banking
Product should have been implemented Self-Declaration on Bidder’s
and live in at least one Scheduled Letterhead signed by the board
Commercial Banks in India having more authorized signatory confirming
than 1500 branches and 15,00,000 users the total number of users
3. The proposed UPI Solution should have For completed projects: Relevant
been implemented in at least one Credential Letter from the client
scheduled commercial bank in India with or PO/ Contract Copy along with
more than 1500 branches Sign off from the client
4. The proposed IMPS Solution should have For completed projects: Relevant
been implemented in at least one Credential Letter from the client
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(Yes/ No)
scheduled commercial bank in India with or PO/ Contract Copy along with
more than 1500 branches Sign off from the client
5. External testing agency should have For Domestic Credentials:

experience of functional testing & data Relevant Credential Letter from
migration in areas of Internet & Mobile the client Or Copy of Purchase
Banking/ Omni-Channel Banking for one Order/ Contract
scheduled commercial Bank in India or a And
Bank Abroad, having a total business of
1,00,000 cr
authorized signatory confirming
the total business of the client
Self-Declaration on OEM’s
Secretary
Note:
 Attested photocopies of all relevant documents / certificates should be submitted as proof in support
of the claims made. The bidder should provide relevant additional information wherever required in
the eligibility criteria. The Bank reserves the right to verify /evaluate the claims made by The Bidder
independently. Any decision of The Bank in this regard shall be final, conclusive and binding upon the
Bidder.
 Scheduled commercial banks do not include small finance banks, payment banks, regional rural banks
and cooperative banks.
 Either the Indian agent on behalf of the Principal/OEM or Principal/OEM itself can bid but both cannot
bid simultaneously for the same solution.
 In case of business transfer where bidder has acquired a Business from an entity (“Seller”), work
experience credentials of the Seller in relation to the acquired Business may be considered.
 In-case of corporate restructuring the earlier entity’s incorporation certificate, financial statements,
Credentials, etc. may be considered.
 If an agent submits a bid on behalf of the Principal/ OEM, the same agent shall not submit a bid on
behalf of another Principal/ OEM for the same solution.
 Proposed solution need not be the proposed version of the solution
 Bidder is required to propose a product with inbuilt framework of extension and not a framework to
build digital banking capabilities.
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 Branches mean bank branches only and exclude extension counters, satellite offices, part-shifted
branches, ultra-small branches, specialized branches and banking correspondents.
(Signature)
(Designation)
(Date)
Place:
(Company Seal)
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13.2.11Annexure 11: Proposed Team Profile

(RFP# PSB/HOIT/RFP/131/2018-19)
The resource deployed for the project should adhere to resource qualification guidelines stated below:
S.No. Resource Qualification Compliance

1 Project Director Should have an overall experience >10 years in Project
Management/ Implementation. Experience should
include project management/ implementation of any
one Omni-Channel Digital Banking/ Internet Banking/
Mobile Banking project in one or more scheduled
commercial bank in India having more than 1000
branches and a total business of more than 1,00,000
cr or abroad having a total business of more than
1,00,000 cr.
2 Solution Architect Should have an overall experience >8 years as Solution
Architect. Experience should include design &
architecture of any one Omni-Channel Digital Banking/
Internet Banking/ Mobile Banking project in one or
more scheduled commercial bank in India having more
than 1000 branches and a total business of more than
1,00,000 cr or abroad having a total business of more
than 1,00,000 cr.
3 Project Should have >3 years of relevant experience in PMO in
Management one or more scheduled commercial bank in India
Resource having more than 1000 branches and a total business
of more than 1,00,000 cr or abroad having a total
business of more than 1,00,000 cr.
4 L1  Diploma / Engineering Graduate / Science
Graduate. If a science graduate is proposed,
he/she should have passed with a first division.
 Good Communication (written/Oral)
 Willing to work in 24X7 environment
 Should have at least 2 years of relevant experience
 Should have worked in 1 similar project of Internet
Banking/ Mobile Banking/ Omni- Channel Digital
Banking as L1
5 L2  Diploma / Engineering Graduate / Science
Graduate. If a science graduate is proposed,
he/she should have passed with a first division.
 Good Communication (written/Oral)
 Willing to work in 24X7 environment
 Should have at least 5 years of relevant experience
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S.No. Resource Qualification Compliance

 Should have worked in 2 similar project of Internet
Banking/ Mobile Banking/ Omni- Channel Digital
Banking as L2
**Supporting Documents: Self-Declaration on Bidder’s Letterhead signed by the authorized signatory
(Signature)
(Designation)
(Date)
Place:
(Company Seal)
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13.2.12Annexure 12: NDA Format

(On Rs.100 Non-Judicial stamp paper)
This Non-Disclosure Agreement made and entered into at…………………. This …………………..day of…………..20
BY AND BETWEEN
………………………………… …………………….., a company incorporated under the Companies Act, 1956 having its
registered office at ….………. (Hereinafter referred to as the Vendor which expression unless repugnant to
the context or meaning thereof be deemed to include its permitted successors) of the ONE PART;
AND
Punjab & Sind Bank, a body corporate, established under the Banking Companies (Acquisition and Transfer
of Undertakings) Act 1970 and having its Head Office at 21, Rajendra Place, New Delhi 110008 (hereinafter
referred to as “Bank” which expression shall unless it be repugnant to the subject, meaning or context
thereof, be deemed to mean and include its successors and assigns) of the OTHER PART.
The Vendor and Punjab & Sind Bank are hereinafter collectively referred to as “the Parties” and
individually as “the Party”
WHEREAS:
1. Punjab & Sind Bank is engaged in the business of providing financial services to its customers and intends
to Select Vendor for Setting Up & Maintenance of Omni Channel Digital Banking Solution
2. In the course of such assignment, it is anticipated that Punjab & Sind Bank or any of its officers, employees,
officials, representatives or agents may disclose, or deliver, to the Vendor some Confidential Information
(as hereinafter defined), to enable the Vendor to carry out the aforesaid Implementation assignment (
hereinafter referred to as " the Purpose").
3. The Vendor is aware and confirms that all information, data and other documents made available in the
RFP/Bid Documents/Agreement /Contract or in connection with the Services rendered by the Vendor are
confidential information and are privileged and strictly confidential and or proprietary of Punjab & Sind
Bank. The Vendor undertakes to safeguard and protect such confidential information as may be received
from Punjab & Sind Bank.
NOW, THEREFORE THIS AGREEMENT WITNESSED THAT in consideration of the above premises and the
Punjab & Sind Bank granting the Vendor and or his agents, representatives to have specific access to
Punjab & Sind Bank property / information and other data it is hereby agreed by and between the parties
hereto as follows:
1. Confidential Information:
(i) “Confidential Information” means all information disclosed/furnished by Punjab & Sind Bank to the
Vendor whether orally, in writing or in electronic, magnetic or other form for the limited purpose of
enabling the Vendor to carry out the proposed Implementation assignment, and shall mean and include
data, documents and information or any copy, abstract, extract, sample, note or module thereof, explicitly
designated as "Confidential"; Provided the oral information is set forth in writing and marked
"Confidential" within seven (7) days of such oral disclosure.
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(ii) The Vendor may use the Confidential Information solely for and in connection with the Purpose and shall
not use the Confidential Information or any part thereof for any reason other than the Purpose stated
above.
Confidential Information in oral form must be identified as confidential at the time of disclosure and
confirmed as such in writing within seven (7) days of such disclosure. Confidential Information does not
include information which:
(a) is or subsequently becomes legally and publicly available without breach of this Agreement by either
party,
(b) was rightfully in the possession of the Vendor without any obligation of confidentiality prior to
receiving it from Punjab & Sind Bank,
(c) was rightfully obtained by the Vendor from a source other than Punjab & Sind Bank without any
obligation of confidentiality,
(d) was developed by for the Vendor independently and without reference to any Confidential
Information and such independent development can be shown by documentary evidence, or is/was
disclosed pursuant to an order of a court or governmental agency as so required by such order,
provided that the Vendor shall, unless prohibited by law or regulation, promptly notify Punjab & Sind
Bank of such order and afford Punjab & Sind Bank the opportunity to seek appropriate protective
order relating to such disclosure.
(e) the recipient knew or had in its possession, prior to disclosure, without limitation on its
confidentiality;
(f) is released from confidentiality with the prior written consent of the other party.
The recipient shall have the burden of proving hereinabove are applicable to the information in the
possession of the recipient. Confidential Information shall at all times remain the sole and exclusive
property of the disclosing party. Upon termination of this Agreement, Confidential Information shall be
returned to the disclosing party or destroyed, if incapable of return. The destruction shall be witnessed
and so recorded, in writing, by an authorized representative of each of the parties.
Nothing contained herein shall in any manner impair or affect rights of Punjab & Sind Bank in respect of
the Confidential Information.
In the event that any of the Parties hereto becomes legally compelled to disclose any Confidential
Information, such Party shall give sufficient notice to the other party to enable the other Party to prevent
or minimize to the extent possible, such disclosure. Neither party shall disclose to a third party any
Confidential Information or the contents of this Agreement without the prior written consent of the other
party. The obligations of this Clause shall be satisfied by handling Confidential Information with the same
degree of care, which the receiving party applies to its own similar confidential information but in no
event less than reasonable care.
The obligations of this clause shall survive the expiration, cancellation or termination of this Agreement
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2. Non-disclosure: The Vendor shall not commercially use or disclose any Confidential Information or any
materials derived there from to any other person or entity other than persons in the direct employment
of the Vendor who have a need to have access to and knowledge of the Confidential Information solely
for the Purpose authorized above. The Vendor shall take appropriate measures by instruction and written
agreement prior to disclosure to such employees to assure against unauthorized use or disclosure. The
Vendor may disclose Confidential Information to others only if the Vendor has executed a Non-Disclosure
Agreement with the other party to whom it is disclosed that contains terms and conditions that are no
less restrictive than these presents and the Vendor agrees to notify Punjab & Sind Bank immediately if it
learns of any use or disclosure of the Confidential Information in violation of terms of this Agreement.
Notwithstanding the marking and identification requirements above, the following categories of
information shall be treated as Confidential Information under this Agreement irrespective of whether it
is marked or identified as confidential:
a) Information regarding Punjab & Sind Bank and any of its Affiliates, customers and their accounts
(“Customer Information”). For purposes of this Agreement, Affiliate means a business entity now or
hereafter controlled by, controlling or under common control. Control exists when an entity owns or
controls more than 10% of the outstanding shares or securities representing the right to vote for the
election of directors or other managing authority of another entity; or
b) any aspect of Punjab & Sind Bank's business that is protected by patent, copyright, trademark, trade
secret or other similar intellectual property right; or
c) business processes and procedures; or
d) current and future business plans; or
e) personnel information; or
f) Financial information.
3. Publications: The Vendor shall not make news releases, public announcements, give interviews,
issue or publish advertisements or publicize in any other manner whatsoever in connection with this
Agreement, the contents / provisions thereof, other information relating to this Agreement, the Purpose,
the Confidential Information or other matter of this Agreement, without the prior written approval of
Punjab & Sind Bank.
4. Term: This Agreement shall be effective from the date hereof and shall continue till expiration of
the Purpose or termination of this Agreement by Punjab & Sind Bank, whichever is earlier. The Vendor
hereby agrees and undertakes to Punjab & Sind Bank that immediately on termination of this Agreement
it would forthwith cease using the Confidential Information and further promptly return or destroy, under
information to Punjab & Sind Bank, all information received by it from Punjab & Sind Bank for the Purpose,
whether marked Confidential or otherwise, and whether in written, graphic or other tangible form and all
copies, abstracts, extracts, samples, notes or modules thereof. The Vendor further agree and undertake
to Punjab & Sind Bank to certify in writing upon request of Punjab & Sind Bank that the obligations set
forth in this Agreement have been complied with.
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Any provisions of this Agreement which by their nature extend beyond its termination shall continue to
be binding and applicable without limit in point in time except and until such information enters the public
domain
5. Title and Proprietary Rights: Notwithstanding the disclosure of any Confidential Information by
Punjab & Sind Bank to the Vendor, the title and all intellectual property and proprietary rights in the
Confidential Information shall remain with Punjab & Sind Bank.
6. Remedies: The Vendor acknowledges the confidential nature of Confidential Information and that
damage could result to Punjab & Sind Bank if the Vendor breaches any provision of this Agreement and
agrees that, if it or any of its directors, officers or employees should engage or cause or permit any other
person to engage in any act in violation of any provision hereof, Punjab & Sind Bank may suffer immediate
irreparable loss for which monetary compensation may not be adequate. Punjab & Sind Bank shall be
entitled, in addition to other remedies for damages & relief as may be available to it, to an injunction or
similar relief prohibiting the
Vendor, its directors, officers etc. from engaging in any such act which constitutes or results in breach of
any of the covenants of this Agreement.
Any claim for relief to Punjab & Sind Bank shall include Punjab & Sind Bank's costs and expenses of
enforcement (including the attorney's fees).
7. Entire Agreement, Amendment and Assignment: This Agreement constitutes the entire
agreement between the Parties relating to the matters discussed herein and supersedes any and all prior
oral discussions and / or written correspondence or agreements between the Parties. This Agreement
may be amended or modified only with the mutual written consent of the Parties. Neither this Agreement
nor any right granted hereunder shall be assignable or otherwise transferable.
8. Governing Law: The provisions of this Agreement shall be governed by the laws of India and the
competent court at Bangalore shall have exclusive jurisdiction in relation thereto even though other
Courts in India may also have similar jurisdictions.
9. Indemnity: The Vendor shall defend, indemnify and hold harmless Punjab & Sind Bank, its
affiliates, subsidiaries, successors, assigns, and their respective officers, directors and employees, at all
times, from and against any and all claims, demands, damages, assertions of liability whether civil,
criminal, tortuous or of any nature whatsoever, arising out of or pertaining to or resulting from any breach
of representations and warranties made by the Vendor. and/or breach of any provisions of this
Agreement, including but not limited to any claim from third party pursuant to any act or omission of the
Vendor, in the course of discharge of its obligations under this Agreement.
10. General: The Vendor shall not reverse - engineer, decompile, disassemble or otherwise interfere
with any software disclosed hereunder.
All Confidential Information is provided “as is”. In no event shall the Punjab & Sind Bank be liable for the
inaccuracy or incompleteness of the Confidential Information. None of the Confidential Information
disclosed by Punjab & Sind Bank constitutes any representation, warranty, assurance, guarantee or
inducement with respect to the fitness of such Confidential Information for any particular purpose.
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Punjab & Sind Bank discloses the Confidential Information without any representation or warranty,
whether express, implied or otherwise, on truthfulness, accuracy, completeness, lawfulness,
merchantability, fitness for a particular purpose, title, non-infringement, or anything else.
11. Waiver: A waiver (whether express or implied) by Punjab & Sind Bank of any of the provisions of
this Agreement, or of any breach or default by the Vendor in performing any of the provisions hereof,
shall not constitute a continuing waiver and such waiver shall not prevent Punjab & Sind Bank from
subsequently enforcing any of the subsequent breach or default by the Vendor under any of the provisions
of this Agreement.
In witness whereof, the Parties hereto have executed these presents the day, month and year first herein
above written.
For and on behalf of ------------- Ltd. For and on behalf of Punjab & Sind Bank
() ()
(Designation) (Designation)
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13.2.13Annexure 13: Performance Bank Guarantee Format

(ON A NON-JUDICIAL STAMP PAPER OF RS. 100.00)
Bank Guarantee No.

Bank Guarantee Amount
Expiry Date
Claim Period
Account
GUARANTEE FOR PERFORMANCE OF CONTRACT/AGREEMENT
THIS GUARANTEE AGREEMENT executed at ________ day of_____________ Two Thousand
___________
BY :
______________________ Bank, a body corporate constituted under _______________, having its
Registered Office/ Head Office at ______________, and a Branch Office
at_____________________________________________________
(Hereinafter referred to as “the Guarantor”, which expression shall, unless it be repugnant to the
subject, meaning or context thereof, be deemed to mean and include its successors and assigns)
IN FAVOUR OF:
Punjab & Sind Bank, a body corporate, established under the Banking Companies (Acquisition and Transfer
of Undertakings) Act 1970 and having its Registered Office at 21, Rajendra Place, New Delhi 110008
(hereinafter referred to as “Bank” which expression shall unless it be repugnant to the subject, meaning
or context thereof, be deemed to mean and include its successors and assigns),
WHEREAS Bank had called for the bids for Selection of Vendor for Setting Up & Maintenance of Omni
Channel Digital Banking Solution and for the purposes M/s……………………… have been appointed as the
Vendor (hereinafter referred to as "Vendor") and accordingly has entered into Contract / Agreement on
……….. (Agreement) with Bank subject to the terms and conditions contained in the said documents and
the Vendor has duly confirmed the same.
AND WHEREAS pursuant to the Bid Documents, the Agreement, and the other related documents
(hereinafter collectively referred to as “the said documents”, the Bank has agreed to avail from
M/s……………………. and M/s……………………………. has agreed to provide to the Bank, the Services / Systems
and other required applications, more particularly described in the Schedule/Annexure to the said
documents (hereinafter collectively referred to as “the Services”), subject to payment of the contract price
as stated in the said documents and also subject to the terms, conditions, covenants, provisions and
stipulations contained the said documents.
AND WHEREAS the Vendor has duly signed the said documents.
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AND WHEREAS in terms of the said documents, inter alia, the Vendor is required to procure an
unconditional and irrevocable performance Bank guarantee, in favour of the Bank, from a Bank
acceptable to the Bank for a sum of Rs…………………
(Rupees…………………………………………………….. Only) being 10% of the total contract value for the faithful
observance and performance by the Vendor of the terms, conditions, covenants, stipulations, provisions
of the Agreement /the said documents.
AND WHEREAS at the request of the Vendor, the Guarantor has agreed to issue the
Guarantee in favour of the Bank for a sum of Rs. ………… (Rupees………………………………………………..Only)

being the 10% of the total Contract value
AND WHEREAS at the request of the Vendor, the Guarantor has agreed to guarantee the Bank that the
Vendor shall faithfully observed and performed of the terms of the said documents
NOW THEREFORE THIS AGREEMENT WITNESSETH AS FOLLOWS:

In consideration of the above premises, the Guarantor hereby unconditionally, absolutely and
irrevocably guarantees to the Bank as follows:
(1) The guarantor hereby agree and guarantee that the Vendor shall faithfully observed and
performed all the terms and conditions stipulated in the Contract/Agreement and the said documents.
(2) The Guarantor hereby guarantees and undertakes to pay, on demand and without demur,
reservation, contest, recourse or protest or without any reference to the Vendor, to the Bank at its office
at Bangalore forthwith, and all monies payable by the Vendor to the extent of
Rs.………………………………………. against any loss, costs, damages, etc. suffered by the Bank on account of
default of the Vendor in the faithful observance and performance of the terms, conditions, covenants,
stipulations, provisions of the Agreement / said documents, without any demur, reservation, contest,
recourse or protest or without any reference to the Vendor. Any such demand or claim made by the Bank,
on the Guarantor shall be final, conclusive and binding notwithstanding any difference or any dispute
between the Bank and the Vendor or any dispute between the Bank and the Vendor pending before any
Court, Tribunal, Arbitrator, or any other authority.
(3) The Guarantor agrees and undertakes not to revoke this Guarantee during the currency of these
presents, without the previous written consent of the Bank and further agrees that the Guarantee herein
contained shall continue to be enforceable until and unless it is discharged earlier by the Bank, in writing.
(4) The Bank shall be the sole judge to decide whether the Vendor has failed to perform the terms of
the Agreement / said documents for providing the Services by the Vendor to the Bank, and on account of
the said failure what amount has become payable by the Vendor to the Bank under this Guarantee. The
decision of the Bank in this behalf shall be final, conclusive and binding on the Guarantor and the
Guarantor shall not be entitled to demand the Bank to establish its claim under this Guarantee but shall
pay the sums demanded without any objection, whatsoever.
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(5) To give effect to this guarantee, the Guarantor will be deemed to be the Principal Debtor to the Bank.
(6) The liability of the Guarantor, under this Guarantee shall not be affected by
(a) any change in the constitution or winding up of the Vendor or any absorption, merger or
(b) amalgamation of the Vendor with any other company, corporation or concern; or
(c) any change in the management of the Vendor or takeover of the management of the
Vendor by the Government or by any other authority; or
(a) acquisition or rationalization of the Vendor and/or of any of its undertaking(s) pursuant to any law;
or
(b) any change in the constitution of Bank / Vendor; or
(c) any change in the setup of the Guarantor which may be by way of change in the constitution,
(d) winding up, voluntary or otherwise, absorption, merger or amalgamation or otherwise; or the
absence or deficiency of powers on the part of the Guarantor to give Guarantees and/or
Indemnities or any irregularity in the exercise of such powers.
(7) This guarantee will remain in force up to 66 months from the date of signing the contract.
(8) Notwithstanding anything contained in this Guarantee, the Guarantor hereby agrees and undertakes
to extend the validity period of this guarantee for a further period as may be requested by the Bank,
from time to time.
(9) This guarantee shall be binding upon us and successors -in -interest and shall be irrevocable.
(10) For all purposes connected with this Guarantee and in respect of all disputes and differences under
or in respect of these presents or arising there from the courts of New Delhi where the Bank has its
Head Office shall alone have jurisdiction to the exclusion of all other courts.
(11) Notwithstanding anything contained herein above
I. Our liability under this Bank Guarantee shall not exceed Rs ……………. (Rupees ………………………..
only)
II. This Bank Guarantee shall be valid up to…………….
III. We are liable to pay the guaranteed amount or any part thereof under this Bank Guarantee only
and only if you serve on us a written claim or demand on or before ………………… (mention validity
period + claim period)
IN WITNESS WHEREOF the Guarantor has caused these presents to be executed on the day, month and
year first herein above written as hereinafter appearing.
SIGNED AND DELIVERED BY

the within named Guarantor,
______________________,
by the hand of Shri.__________, its authorized official.
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13.2.14Annexure 14: Contract Form Format

(ON A NON-JUDICIAL STAMP PAPER OF APPROPRIATE VALUE)
THIS MASTER AGREEMENT is made on this day of _________2019, at _______________:
PARTIES TO THE AGREEMENT:
1. PUNJAB & SIND BANK, a body corporate constituted under the Banking Companies (Acquisition and
Transfer of Undertakings) Act, 1980 and also an existing company within the meaning and scope of
the Companies Act, 1956 and having its head office at 21, Rajendra Place, New Delhi – 110008, India
(hereinafter referred to as the Bank, which expression shall unless it be repugnant to the meaning
thereof mean and include its successors and assigns); and
2. ____________, a company incorporated under the _____ Act, 19____ and having its registered office
at ________________________________________, __________, India (hereinafter referred to as
the Vendor, which expression shall unless it be repugnant to the meaning thereof mean and include
its successors and permitted assigns).
In this Agreement (as defined later), the Bank and the Vendor shall be referred to as Parties when the
reference is to all of them together and shall be referred to as a Party when reference is to one of them.
Background:
1. Punjab & Sind Bank (hereon referred to as ‘PSB’ or the ‘Bank’) is a major Public Sector bank in Northern
India. The Bank's Head Office is in Rajendra Place, New Delhi.
2. The Bank has a national presence through a widespread network of 1514 branches all networked
under Centralized banking Solution on Finacle. It also has a network of more than 1206 ATM(s) spread
across the country including onsite and offsite ATMs as well. With more than 110 years of customer
services, the Bank has a large satisfied clientele throughout the country. For enhancing customer
convenience levels and overall inter-branch efficiency, the bank has been a frontrunner in
implementing various IT enabled products.
3. In the recent years, with the liberalization of financial system, use of technology, increased
competition for business from banks/ FIs, introduction of global standards for risk management, etc.,
Reserve Bank of India (RBI) has suitably made need based changes in the risk management practices
in the banking system. The Bank has also adopted improved risk management practices by introducing
systems, structures, etc., in respect of credit risk management and market risk management.
4. The Vendor has represented to the Bank that it fully satisfies the eligibility criterion for a vendor as
set out in the RFP and that it has sufficient knowledge, expertise and competency in the
implementation of the proposed applications (as defined later) as per the provisions of the RFP. The
Vendor has further represented that it has appropriate human capital and other resources required
to execute various tasks assigned as a part of the Project (as defined later) by the Bank from time to
time and to undertake its obligations under this Agreement in providing the Services (as defined later)
and Deliverables (as defined later). Furthermore, the Vendor acknowledges that based on the above
and other representations and the Response (as defined later), the Bank has selected the Vendor for
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awarding the contract as per the terms of RFP and as set out in this Agreement.
5. The Parties are accordingly, executing this Agreement for the purpose of recording the terms as
agreed between them, as set out hereunder.
NOW THEREFORE, IN CONSIDERATION OF THE FOREGOING AND THE MUTUAL COVENANTS AND
PROMISES CONTAINED HEREIN AND OTHER GOOD AND VALUABLE CONSIDERATION THE RECEIPT AND
ADEQUACY OF WHICH IS HEREBY ACKNOWLEDGED, THE PARTIES INTENDING TO BE BOUND LEGALLY,
AGREE AS FOLLOWS:
Definitions and Interpretations

Definitions
1. In this Agreement, the capitalized words and expressions shall have the meaning provided next to
them (unless the context otherwise requires) below and shall be accordingly construed for the
purposes of this Agreement:
2. Agreement shall mean this Master Agreement along with all its Schedules, Annexure, and Appendices
to this Agreement and any mutually agreed Change Orders hereto;
3. Bank shall have a meaning set forth for the term in the title Clause;
4. Branch of PSB shall mean the current and future branches, locations of the Bank, Controlling Offices
where any banking or banking support activity is undertaken;
5. Operational Hours for the purpose of service standards would be as per the Section 12 Service Level
& Penalties.
6. DC shall mean the data center of the Bank;
7. Deliverables shall mean and include as defined in Section 6 and Section 7 as per the terms of this
Agreement;
8. DRC shall mean the Data Recovery Centre of the Bank
9. Force Majeure event as mentioned in RFP Section 8.16
10. Hardware shall mean the hardware pertaining to the Project(if any) to be provided by the Vendor
and all other hardware specified in this Agreement and more specifically in Appendix 2 titled
COMMERCIAL BILL OF MATERIAL hereunder and transferred to the Bank in terms of this Agreement;
11. Parties shall have a meaning set forth for the term in the title Clause;
12. Party shall have a meaning set forth for the term in the title Clause;
13. Project shall mean the entire assignment as envisaged under this Agreement pursuant to which the
Vendor shall provide the Deliverables and the Services to the Bank;
14. Project Manager shall mean a person designated by each Party who shall be responsible for
coordination of the entire Project;
15. Purchase Order shall mean the purchase order, dated XX, issued by the Bank to the Vendor pursuant
to the RFP;
16. Response means the responses submitted against the RFP by the Vendor;
17. The maintenance for the services would be as per the Section 6 and Section 7
18. Services shall mean the services rendered by the Vendor with respect to the Deliverables and services,
in accordance with the terms of this Agreement;
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19. SL or Service Levels shall mean expected service levels as defined in Section 12 titled Service Levels &
Penalties, to this Agreement;
20. Software shall mean the Application specified in this Agreement and hereunder and licensed/
transferred to the Bank in terms of this Agreement;
21. Specifications shall mean the minimum requirements required to be ensured by the Vendor with
respect to the Services and the Deliverables as set out in this Agreement;
22. Vendor shall have a meaning set forth for the term in the title Clause;
23. The words and expressions defined elsewhere in this Agreement (other than as provided above) shall
have the meaning provided to them there and shall be accordingly be construed for the purposes of
this Agreement.
24. <other definitions as per the RFP>
Rules of Interpretations
In this Agreement (unless the context requires otherwise):
1. References to the singular includes a reference to the plural and vice versa, and reference to any
gender includes a reference to all other genders;
2. References to statutory provisions shall be construed as meaning and including references also to
any amendment or re-enactment (whether before or after the date of this Agreement) for the
time being in force and to all statutory instruments or orders made pursuant to statutory provisions;
3. The recitals (contained under the heading ‘Background’ above) form a part of this Agreement and
shall be binding on the Parties to this Agreement and in the event of any conflict in interpretation
between the contents of the recitals (contained under the heading ‘Background’ above) and the main
body of the Agreement (excluding the recitals contained under heading ‘Background’ above), the
contents of the main body of the Agreement (excluding the recitals contained under the heading
‘Background’ above) shall prevail;
4. References to Clauses, Schedules, Annexure, Appendices and Exhibits are the references to the
clauses, schedules, annexure, appendices and exhibits to this Agreement;
5. The headings are for reference only and their meaning shall be avoided to interpret the terms of this
Agreement;
6. The generic terms and expressions used and not defined under this Agreement shall be construed in
a manner that aids in the general construct of this Agreement and shall be understood in the parlance
of the industry of the Parties and such interpretation shall be given to them, which a reasonable man
of prudence engaged in such industry would construe them to be;
7. The Annexure and Appendices are the part of this Agreement. They primarily contain technical data
and shall be read to give effect to the main body of this Agreement. In the event any provision of the
Annexure or Appendices are found to be contrary to the terms of the main body of the Agreement,
then the main body of the Agreement shall be given precedence to in construction;
8. In the event of any contradiction or conflict between (i) the provisions of the latest Addendum so far
as the scope of Services shall prevail to the extent of any contradictions with the previous Addendums;
(ii) any aspect of the RFP, Addendums, the RFP Normalization Letter and the Purchase Order, then the
latest of these documents to the extent of the modification shall prevail and take precedence over
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the previous ones; (iii) the Agreement and any aspect of the RFP, Addendums and the Purchase Order,
then the provisions of the Agreement shall take precedence over the other documents; (iv) should
there be any contradiction between any document and Appendix 2 titled COMMERCIAL BILL OF
MATERIAL, then the quantities, description of goods and payment flows as provided in Appendix 2
titled COMMERCIAL BILL OF MATERIAL shall prevail. However, any items as requested in the RFP or
any of its Addendums and not provided in the Appendix 2 titled COMMERCIAL BILL OF MATERIAL,
such items shall be provided at no additional cost to the Bank;
In the interpretation of this Agreement, no rule of construction applies to the disadvantage of one Party
on the basis that that Party put forward or drafted (or procured the drafting of) this Agreement or any
provision in it.
Existing IT Set-up
<as per the RFP Section 4.3>
Scope of Work
<as per the RFP Section 6, Section 7 and Section 11>
Terms and Conditions

< as per the RFP Section 8 and any other terms set out in the RFP>
SLA
< as per the RFP Section 12>
Price Schedule:
<as per the RFP Appendix 2: Commercial Bill of Material Quoted by the Bidder>
Annexure and Appendix

This Agreement shall be read along with the following Schedules, Annexure and Appendices, which shall
form an integral part of this Agreement:
RFP and ADDENDUMS
Annexure
Annexures
Appendix
Appendix 1A: Functional Specifications
Appendix 1B: Technical Specifications
Appendix 2: Commercial Bill of Material
Signed, sealed and Delivered by the
Said ________________________ (For the Vendor) in presence of _____________________

Signed, sealed and Delivered by the
Said ________________________ (For the Bank) in presence of ______________________
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13.2.15Annexure 15: Integrity Pact

(On Non-Judicial stamp paper of requisite value)
PRE CONTRACT INTEGRITY PACT
This pre-bid pre contract Agreement (hereinafter called the integrity pact is made on day
of the month of ______________ 201__, between, on one hand, Punjab and Sind Bank, acting
through Shri ____________________ , __________________, Punjab and Sind Bank, Government
of India Undertaking (hereinafter called the “BUYER” which expression shall mean and include, unless
the context otherwise requires, his successors in office and assigns) of the first part
and
M/s _____________________represented by Shri_______________________, authorized signatory
of M/s ________________________ (hereinafter called the “BIDDER/SELLER” which expression shall
mean and include, unless the context otherwise requires, his successors and permitted assigns) of the
second part .
WHEREAS the BUYER proposes to procure (Name of the Store /Equipment /item and the BIDDER
/SELLER is willing to offer /has offered the store and
WHEREAS the BIDDER is a private company/public company/Government/ undertaking/partnership/
registered export agency, constituted in accordance with the relevant law in the matter and the BUYER
is a Government of India, PSU Bank.
Now, THEREFORE,
To avoid all forms of corruption by following a system that is fair , transparent and free from any
influence /prejudiced dealings prior to, during and subsequent to the currency of the contract to be
entered into with a view to:-
Enabling the BUYER to obtain the desired said store/equipment at a competitive price in conformity
with the defined specifications by avoiding the high cost and the distortionary impact of corruption
on public procurement, and
Enabling the BIDDERS to abstain from bribing or indulging in any corrupt practice in order to secure
the contract by providing assurance to them that their competitors will also abstain from bribing and
other corrupt practices and the BUYER will commit to prevent corruption, in any form, by its officials
by following transparent procedures .
The parties hereby agree to enter into this integrity pact and agree as follows:-
1. Commitments of the BUYER
1.1 The BUYER undertakes that no official of the BUYER, connected directly or indirectly with the contract,
will demand, take a promise for or accept directly or accept, directly or through intermediaries, any
bribe, consideration, gift, reward favor or any material or immaterial benefit or any other advantage
from the BIDDER, either for themselves or for any person, organization or third party related to the
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contract in exchange for an advantage in the bidding process, bid evaluation contracting or
implementation process related to the contract.
1.2 The BUYER will, during the pre- contract stage treat all BIDDERs alike, and will provide to all BIDDERs
the same information and will not provide any such information to any particular BIDDER which
could afford an advantage to that particular BIDDER in comparison to other BIDDERs.
1.3 All the officials of the BUYER will report to the appropriate Government office any attempted or
completed breaches of the above commitment as well as any substantial suspicion of such a breach.
2. In case any such preceding misconduct on the part of such official (s) is reported by the BIDDER to the
BUYER with full and verifiable facts and the same is prima facie found to be correct by the BUYER,
necessary disciplinary proceedings, or any other action as deemed fit including criminal proceedings
may be initiated by the BUYER and such a person shall be debarred from further dealings related to
the contract process. In such a case while an enquiry is being conducted by the BUYER the proceedings
under the contract would not be stalled.
3. Commitment of BIDDERS
The BIDDERs commit itself to all take all measures necessary to prevent corrupt practices, unfair means
and illegal activates during any stage of its bid or during any pre-contract or post- contract stage in
order to secure the contract or in furtherance to secure it and in particular commit itself to the
following:-
3.1 The BIDDER will not offer, directly or through intermediaries, any bribe, gift, consideration, reward,
favor, any material or immaterial benefit or other advantage, commission, fees, brokerage or
inducement to any official of the BUYER, connected directly or indirectly with the bidding process, or to
any person, organization or third party related to the contract in exchange for any advantage in the
bidding, evaluation contracting and implementation of the contract.
3.2 The BIDDER further undertakes that it has not given, offered or promised to give, directly or indirectly
any bribe, gift, consideration, reward, favor, any material benefit or other advantage commission
fees, brokerage or inducement to any official of the BUYER or otherwise in procuring the contract
forbearing to do or having done any act in relation to the obtaining or execution of the contract or any
other contract with the Government for showing or for bearing to show favor or disfavor to any person
in relation to the contract or any other contract with the Government.
3.3 BIDDERs shall disclose the name and address of agents and representatives and Indian BIDDERs shall
disclose their foreign principals or associates.
3.4 BIDDERs shall disclose the payment to be made by them to agents/brokerage or any other intermediary,
in connection with this bid/contract.
3.5 The BIDDER further confirms and declares to the BUYER that the BIDDER is the original
manufacturer/integrator/authorized Government sponsored export entity of the defense stores and
has not engaged any individual or firm or company whether Indian or foreign to intercede, facilitate or
in any way to recommend to the BUYER or any of its functionaries, whether officially or unofficially to
the award of the contract to the BIDDER, nor has such any amount been paid promised or intended to
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be paid to any such Individual, firm or company in respect of any such intercession, facilitation or
recommendation.
3.6 The BIDDER, either while presenting the bid or during pre- contract negotiations or before signing the
contract shall disclose any payment he has made, is committed to or intends to make to officials of the
BUYER or their family members agents, brokers or any other intermediaries in connection with the
contract details or/and the services agreed upon for such payments.
3.7 The bidder will not collude with other parties interested in the contract to impair the transparency,
fairness and progress of the bidding process, bid evaluation contracting and implementation of the
contract.
3.8 The BIDDER will not accept any advantage in exchange for any corrupt practice, unfair means and illegal
activities.
3.9 The BIDDER shall not use improperly, for purposes of competition or personal gain, or pass on to other,
any information provided by the BUYER as part of the business deal, relationship regarding plans,
technical proposals and business details, including information contained in any electronic data carrier.
The BIDDER also undertakes to exercise due and adequate care lest any such information is divulged.
3.10 The BIDDER commits to refrain from giving any complaint directly or through any other manner
without supporting it with full and verifiable facts.
3.11 The BIDDER shall not instigate or cause to instigate any third person to commit any of the action
mentioned above.
3.12 The BIDDER will not, directly or through any other person or firm, offer, promise or give to any of
the Principal’s employees involved in the tender process or the execution of the contract or to any third
person any material or other benefit which he/she is not legally entitled to, in order to obtain in
exchange any kind of favour whatsoever during the tender process or during the execution of the
contract.
4. Previous Transgression
4.1 The BIDDER declares that no previous transgression occurred in the last three year immediately before
signing of this integrity pact, with any other company in any country in respect of any corrupt practices
envisaged hereunder or with any public sector enterprise in India or any government Department in
India that justify BIDDER’S exclusion from the tender process.
4.2 The BIDDER agrees that if it makes incorrect statement on this subject, BIDDER can be disqualified from
the tender propose or the contract, if already awarded. Can be terminated for such reason.
5. Earnest money (security deposit )
5.1 While submitting commercial bid, the BIDDER shall deposit an amount______ (as specified in RFP) as
Earnest money/security, with the BUYER through any of the following instruments:-
(i) A confirmed guarantee by an Indian nationalized bank, promising payment of the guaranteed sum to
the BUYER on demand within three working days without any demur whatsoever and without seeking
any reasons whatsoever .the demand for payment by the BUYER shall be treated as conclusive proof
of payment.
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(ii) Any other mode or through any other instrument (to be specified in the RFP).
5.2 The Earnest money / Security deposit shall be valid up to a period of Bid validity plus 45 days or the
complete conclusion of the contractual obligations to the complete satisfaction of both the BIDDER and
the BUYER, including warranty period, whichever is later.
5.3 In case of the successful BIDDER a clause would also be incorporated in the article pertaining to
performance bond in the purchase contract that the provisions of sanction for violation shall be
applicable for, forfeiture of performance bond in case of a decision by the BUYER to forfeit the same
without assigning any reason for imposing sanction for violation of this pact.
5.4 No interest shall be payable by the BUYER to the BIDDER on Earnest Money/Security Deposit for the
period of its currency.
6. Sanctions for violations
6.1 Any breach of the aforesaid provisions by the BIDDER or any one Employed by it or acting on its behalf
(whether with or without the knowledge of the BIDDER) shall entitle the BUYER to take all or any one
of the following actions, wherever required:
(i) To immediately call off the pre contract negotiations without assigning any reason or giving any
compensation to the BIDDER. However, the proceeding with the other BIDDER(s) would continue.
(ii) The Earnest Money Deposit (in pre-contract stage) and/or Security Deposit /Performance bond (after
the contract is signed shall stand forfeited either fully or partially, as decided by the BUYER and the
BUYER shall not be required to assign any reason therefore.
(iii) To immediately cancel the contract, if already signed, without giving any compensation to the
BIDDER.
(iv) To recover all sum already paid by the BUYER, and in case of an Indian BIDDER with interest thereon
at 2% higher than the prevailing prime lending rate of State Bank of India, while in case of a BIDDER
from a country other than India with interest thereon at 2% higher than the LIBOR . If any outstanding
payment is due to the BIDDER from the BUYER in outstanding payment could also be utilized to
recover the aforesaid sum and interest.
(v) To encase the advance bank guarantee and performance bond / warranty bond, if furnished
by the BIDDER in order to recover the payments, already made by the BIDDER, along with interest.
(vi) To cancel all or any other contracts with the BIDDER, the BIDDER shall be liable to pay compensation
for any loss or damage to the BUYER resulting from such cancellation/ rescission and the BUYER shall
be entitled to deduct the amount so payable from the money (s) due to the BIDDER.
(vii) To debar the BIDDER from participating in future bidding processes of the Government of India for a
minimum period of five year, which may be further extended at the discretion of the Buyer
(viii) To recover all sum paid in violation of this pact by bidder (s) to any middleman or agent or broker
with a view to securing the contract.
(ix) In case where irrevocable letters of credit have been received in respect of any contract signed by
the BUYER with the BIDDER, the same shall not be opened.
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(x) Forfeiture of performance bond in case of a decision by the BUYER to forfeit the same without
assigning any reason for imposing sanction for violation of this pact.
6.2 The BUYER will be entitled to take all or any of the actions mentioned at Para 6.1(i) to (x) of this pact
also on the commission by the BIDDER or any one employed by it or acting on its behalf (whether with
or without the knowledge of the BIDDER), of an offence as defined in chapter IX of the Indian penal
code, 1860 or prevention of corruption.
6.3 The decision of the BUYER to the effect that breach of the provisions of this pact has been committed
by the BIDDER shall be final and conclusive on the BIDDER. However, the BIDDER can approach the
independent monitor (s) appointed for the purpose of this pact.
7. Fall Clause
The BIDDER undertakes that it shall not supply identical solution(s)(For Department of Information
Technology)/ products/ services (for other departments) in comparable business circumstances at a price
lower than that offered in the present bid in respect of any other Scheduled Commercial Bank in India and
if it is found that within one year after the signing of contract that identical solution(s) is supplied by the
BIDDER to any other Scheduled Commercial Bank in India at a lower price, with due allowance for elapsed
time, will be applicable to the present case and the difference in the cost would be refunded by the
BIDDER to the BUYER, if the contract has already been concluded.
8. Independent Monitors
8.1 The BUYER has appointed Independent Monitor for this pact in consolation with the Central Vigilance
Commission.
8.2 The task of the Monitors shall be to review Independent and objectively, whether and to what extent
the parties comply with the obligations under this pact.
8.3 The Monitors shall not be subject to instruction by the representatives of the parties and perform their
functions neutrally and independently.
8.4 Both the parties accept that the Monitors have the access all the documents relating to the
project/procurement, including minutes of meeting.
8.5 As soon as the monitor notice, or has reason to believe, a violation of this pact, he will so inform the
Authority designated by the BUYER.
8.6 The BIDDER (s) accepts that the Monitor has the right to access without restriction to all project
documentation of the BUYER including that provided by the BIDDER. The BIDDER will also grant the
monitor, upon his request and demonstration of a valid interest, unrestricted and unconditional access
to his project documentation. The same is applicable to subcontractors. The monitor shall be under
contractual obligation to treat the information and documents of the BIDDER/subcontractor(s) with
confidentiality.
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8.7 The BIDDER will provide to the Monitor sufficient information about all meetings among the parties
related to the project provided such meetings could have an impact on the contractual relations
between the parties the parties will offer to the monitor the option to participate in such meetings.
8.8 The monitor will submit a written report to the designated Authority of BUYER / Secretary in the
Department/ within 8 to 10 weeks from the date of reference or intimation to him by the BUYER /
BIDDER and, should the occasion arise, submit proposals for correcting problematic situations.
9. Facilitation of Investigation
In case of any allegation of violation of any provision of this pact or payment of commission, the BUYER
or its agencies shall be entitled to examine all the documents including the Books of Accounts of the
BIDDER and the BIDDER shall provide necessary information and documents in English and shall extend
all possible help for the purpose of such examination.
10. Law and place of jurisdiction
This Pact is subject to Indian Law. The place of performance and jurisdiction is the seat of the
BUYER.
11. Other Legal Actions
The actions stipulated in this Integrity pact are without prejudice to any other legal action that may
follow in accordance with provisions of the extent law in force relating to any civil or criminal
proceedings.
12. Validity
12.1 The validity of this Integrity Pact shall be from date of this signing and extend up to 5 years or the
complete execution of the contract to the satisfaction of both the BUYER and the BIDDER/SELLER, including
warranty period, whichever is later, In case BIDDER is unsuccessful, this Integrity Pact shall expire after six
months from the date of the signing of the contract.
12.2 Should one or several provisions of this Pact turn out to be invalid, the reminder of this Pact shall remain
valid. In this case, the parties will strive to come to an agreement to their original intentions.
13. The BIDDER undertakes that he shall not approach the Court while representing the matter to External
Independent Monitors (IEMs) and he will await their decision in the matter within a time ceiling of 90
days.
14. Tender Clause for 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.
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Signing of IP with Bank would be one of the preliminary qualification for further evaluation. In other
words, entering into this pact would be one of the preliminary 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.
15. The parties hereby sign this Integrity Pact at _________ on ________
BUYER BIDDER
Name of the Officer Name of the Signatory

Authorized Signatory Authorized Signatory
Designation Designation
Punjab and Sind Bank <<Company>>
Witness Witness
1. _______________________ 1. ______________________
2. _______________________ 2. ______________________
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13.2.16Annexure 16: Manufacturer’s Authorization Form

Solution OEM(s), i.e. MADP, UPI, IMPS, Internet Banking, Mobile Banking and Omni Channel Solution are
required to submit the Manufacturer’s Authorization Form duly signed by OEM’s authorized signatory on
OEM’s letterhead.
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13.2.17Annexure 17: Sizing Adequacy Letter

(On OEMs Letter Head)
RFP Reference No: PSB/HOIT/RFP/131/2018-19 Date:

To,
Punjab & Sind Bank,
Gurugram- 122003
Ref: - RFP for Selection of Vendor for Setting Up & Maintenance of Omni Channel Digital Banking
Solution
Dear Sir,
We who are established and reputable manufacturers/ producers of ________________________ having

factories/ development facilities at (address of factory/ facility) have reviewed the sizing submitted by the
Bidder.
We confirm that the sizing provided is adequate and will meet the requirements of the Bank as stated in
the RFP.
We also confirm that the proposed Infrastructure is compatible with the proposed solution.
(Signature)
(Designation)
(Date)
Place:
(Name and address of the OEM)
(Company Seal)
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13.2.18Annexure 18: Application Integrity Statement

To,
Punjab & Sind Bank,
Gurugram- 122003
Solution
Dear Sir,
We assure the applications being implemented as part of Scope of Work of the RFP are free of any obvious
bugs, malware and free of any covert channels in the code (of the version of the application being
delivered).
(Signature)
(Designation)
(Date)
Place:
(Company Seal)
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13.2.19Annexure 19: Declaration for Bug Free Software


To,
Punjab & Sind Bank,
Gurugram- 122003
Solution
Dear Sir,
1. To the best of our knowledge, our __________________(Name of solution/ Product) supplied and
implemented at Punjab & Sind Bank is free from bug/ embedded malicious/ fraudulent code/ Malware/
covert channel in the code.
2. We have addressed and fixed the following issues based on OWASP (Open Web Application Security
Project):-
a) Prevention of SQL Injection
b) Prevention of Cross Site Scripting
c) Prevention of Cross site request Forgery
d) Session Management
(Signature)
(Designation)
(Date)
Place:
(Company Seal)
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13.2.20Annexure 20: Undertaking for Back-Lining

(On bidder’s letterhead)
To, Date:
Punjab & Sind Bank,
Gurugram- 122003
Dear Sir,
Ref: - RFP no. PSB/HOIT/RFP/131/2018-19 for Selection of Vendor for Setting Up & Maintenance of Omni
This is to confirm that we M/S………………………………………………. who is bidding in your RFP will backline the
support for Omni-Channel Digital Banking Solution for complete Contract duration with M/s
_________________________Original Equipment Manufacturer (OEM) of ____________________
within 30 days of issuance of Purchase Order from PSB.
(Signature)
(Designation)
(Date)
Place:
(Company Seal)
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13.2.21Annexure 21: Compliance for Reverse Auction

Punjab & Sind Bank
Second Floor
IT Department
Gurugram, 122003
Dear Sir,
Ref: - RFP no. PSB/HOIT/RFP/131/2018-19 for Selection of vendor for Setting Up & Maintenance of Omni
We ______________________ (name of the company) hereby confirm having submitted our bid for
participating in Bank’s RFP dated _________ for _______________.
1. We also confirm having read the terms of RFP as well as the Business Rules relating to the Reverse Auction
for this RFP process.
2. We hereby undertake and agree to abide by all the terms and conditions stipulated by Punjab & Sind Bank
in the RFP document including all annexures and the Business Rules for Reverse Auction.
3. We shall participate in the on-line auction conducted by M/s C1 India Private Limited (Auctioneer Company)
and submit our commercial bid. We shall also abide by the procedures prescribed for online auction by the
auctioneer company.
4. We, hereby confirm that we will honour the Bids placed by us during the auction process, failing which we
shall forfeit the Earnest Money Deposit. We also understand that the bank may debar us from participating
in future tenders.
5. We confirm having nominated Mr. ________________, designated as ______________ of our company to
participate in the Reverse Auction on behalf of the company. We undertake that the company shall be
bound by the bids made by him in Reverse Auction.
6. We accordingly authorize Bank and/ or the reverse auction company to issue user ID and password to the
above named official of the company.
7. Both Bank and the auction company shall contact the above named official for any and all matters relating
to the Reverse Auction.
8. We, hereby confirm that we will honour the Bids placed by Mr. __________ on behalf of the company in
the auction process, failing which we will forfeit the EMD. We agree and understand that the bank may
debar us from participating in future tenders for any such failure on our part.
9. We undertake to submit the confirmation of last bid price by us to the auction company/Bank within 48
working hours of the completion of event. We also undertake to submit the Bill of Materials for the TCO
(Total Cost of Ownership) in terms of RFP.
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(Signature)
(Designation)
(Date)
Place:
(Company Seal)
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13.2.22Annexure 22: Letter of Authority for Participating in Reverse Auction

Punjab & Sind Bank
Second Floor
IT Department
Gurugram, 122003
Dear Sir,
Ref: - RFP no. PSB/HOIT/RFP/131/2018-19 for Selection of vendor for Setting Up & Maintenance of Omni
1. We _____________________ (name of the Company) have submitted our bid for participating in
Bank’s RFP dated _________________ for procurement of _______________ .
2. We also confirm having read and understood the terms of the RFP as well as the business rules relating
to the Reverse Auction for this RFP process.
3. As per the terms of RFP and Business Rules, we nominate Mr. __________________, designated as
______________________ of our company to participate in the Reverse Auction.
4. We accordingly authorize Bank and/ or the Auction Company to issue user ID and password to the
above names official of the company.
5. Both Bank and the auction company shall contact the above names official for any and all matters
relating to the Reverse Auction.
6. We, hereby confirm that we will honor the Bids placed by Mr. __________________ on behalf of the
company in the auction process, failing which we will forfeit the EMD. We agree and understand that
the Bank may debar us from participating in future tenders for any such failure on our part.
(Signature)
(Designation)
(Date)
Place:
(Company Seal)
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Punjab & Sind Bank RFP for Selection for Vendor for Setting Up

& Maintenance of Omni Channel Digital

REQUEST FOR PROPOSAL (RFP)

SELECTION OF VENDOR FOR SETTING UP & MAINTENANCE OF OMNI

Tender No.: PSB/HOIT/RFP/131/2018-19

PUNJAB & SIND BANK

Definitions/ Acronyms of major terms/ abbreviations used in this document

S.No. Acronym/ Terms Used Definition

S.No. Acronym/ Terms Used Definition

2 KEY INFORMATION ....................................................................................11

7 DETAILED SCOPE OF WORK ...................................................................23

7.16 FACILITIES MANAGEMENT AND AMC/ ATS...............................................................................................................39

8 TERMS AND CONDITIONS ........................................................................52

8.38 COMPLIANCE WITH STATUTORY AND REGULATORY PROVISIONS ...............................................................................65

9 GENERAL INSTRUCTIONS ........................................................................70

10 EVALUATION PROCESS .............................................................................77

11 ADDITIONAL INSTRUCTIONS FOR BIDDERS .....................................89

11.1 GENERAL INSTRUCTIONS ...................................................................................................................................89

12 SERVICE LEVELS & PENALTIES ............................................................91

13 ANNEXURE & APPENDIX ........................................................................100

1 Invitation for Tender Offers

1.1 Cost of Tender Document

*All MSEs having registration as per provisions of the

*All MSEs having registration as per provisions of the

3 Structure of the RFP

4.2. Project Objective

4.3. Existing IT Set-up

S.No. Application Details

S.No. Eligibility Criteria Supporting Documents

S.No. Eligibility Criteria Supporting Documents

S.No. Eligibility Criteria Supporting Documents

6.2 Growth Projections for this RFP

7 Detailed Scope of Work

 All software envisaged is required to be on-premises software licensed to PSB

 Server and Storage (usable capacity and RAID) requirement

Sl. No. Activity Activity Owner

Sl. No. Solution DC DRC (% of HA

7.5 Gap Identification & Resolution

 Overall Migration Plan

7.8 System Integration Testing

Deliverables of data migration audit

7.11 DR & NDR Setup

S.No. Deliverable Application OEM Responsibility

 Gap analysis and Customization

patch installation, running of batch processes, database tuning, replacement / support,

 Performance, Incident and Problem Management

 Liaison with third party vendors

 Escalate customer complaints to appropriate management staff for further action

Role & Responsibility Description

Criteria Service Description

S.No. Term Description

S.No. Term Description

7.17 Project Timeline

Activity Duration (T + Months)

7.17.1 Project Review

S. No. Description Frequency

8 Terms and Conditions

General Terms and Conditions

8.1 Terms of Assignment

8.2 Amendment of the Bidding Documents

8.3 Confidentiality of the Bid Document

8.4 Documents Consisting the Bid

8.5 Earnest Money Deposit (EMD)