Statestreet RFP

State Street Employee Transport Operations
REQUEST FOR PROPOSAL
(RFP)
State Street Employee Transport Technology Enablement for Bangalore, Mumbai and Hyderabad
Date Issued: 25th May, 2018 Proposal Submission Deadline: 1st June, 2018
E Mail ID: ALingaraj@StateStreet.com
Information Classification: Limited Access

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Contents
Contents 2
1. Overview 3
1.1. Purpose of this RFP 3
1.2. Company Overview 3
1.3. Key Objectives 3
1.4. Instructions on RFP 4
1.5. Confidentiality and Use of Information 4
1.6. Collusive RFP Declaration 5
1.7. Acknowledgement 5
1.8. Proposal Submission 5
1.9. Questions and Clarifications: 5
1.10. Proposal Checklist 5
1.11. Schedule of Activities 5
1.12. Service Award Policy Statement/Disclaimer 6
1.13. Evaluation Criteria 6
1.14. Modification or Termination of RFP Process 7
1.15. RFP Compliance 7
1.16. Proposal Preparation Costs 7
1.17. Late Proposal 7
1.18. RFP validity 8
1.19. Contract Duration: 8
1.20. Restrictions on Contacts: 8
1.21. Sub-Contracting: 8
2. Scope of Services 9
3. Proposal Response 15
3.1 Proposal requirements 15
Schedule-1 State Street Requirement 16
Schedule-2 – Commercial Proposal 23
Annexure 1 – RFP Submission Form 26
Annexure-2 – Company Overview & Suggested Transport Operating Plan 27
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1. Overview
1.1.Purpose of this RFP
By means of this RFP, State Street is seeking a proposal for its Employee Transport Solution at Bangalore,
Mumbai and Hyderabad. Objective of the engagement is to deploy the Service Provider’s Employee
Transportation Solution to manage employee transportation services run by Transport Vendors identified
by State Street, on behalf of State Street
The proposal should explicitly cover in details the following:
a. Overall best optimal technology solution to run transport operations at competitive price.
b. Service Level Agreements and MIS reporting.
c. Capabilities and plan to meet the objectives of this RFP.
d. 100% Statutory compliance on abiding with local laws and legislations including - manpower,
vehicles and Security.
The standards / deliverables have to be best in class and as per market best practices.
State Street seeks comprehensive proposals from Service Providers, believed to have the capability and
capacity to meet the State Street’s Employee Transport Solution requirement. This RFP provides
information on State Street and the Services required, and also the instructions for the preparation and
submission of a proposal to provide Employee Transport Solutions.
All respondents to this RFP (“vendors”) should note that all services in relation to rights and opportunities,
shall be exclusively reserved by State Street.
1.2.Company Overview
State Street Corporation, known as State Street, is an American worldwide financial services company.
State Street was founded in 1792 and is the second oldest financial institution in the United States of
America. It is one of the largest asset management companies in the world with $2.45 trillion (USD) under
management and $28 trillion (USD) under custody and administration, which represents 11% of the world's
total financial assets.
State Street is a Fortune 500 company with headquarters at One Lincoln Street in Boston and has offices in
30 countries around the world including India. At the G20, State Street was adjudged one of the 29 top
systemic financial institutions in the world too crucial to fail, which were deemed critically important to the
health of the Global Economy [2].
1.3.Key Objectives
Amongst the key vendor selection criteria is the ability of the vendor to satisfy the following State Street
Critical to Quality (CTQ) requirements:
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a. Cost: Provide a cost effective, comfortable, safe and secure transport system to State Street
employees traveling to and from the office
b. Compliance: The service provider is expected to adhere to State Street’s policy, standard operating
procedures and compliance requirements. The supplier is expected to set up a periodic MIS reporting
(including incident handling) and review mechanism to demonstrate the same.
c. Best in Class Transport Operations – (Process, technology & expertize): Ensure seamless
transport services to State Street employees to meet business objectives of its client/ customer .A
high level of Demonstrable and Verifiable technology and operational expertise, standard operating
procedures User Management /back room operations/allocation/routing/tracking/helpdesk/security
compliance and billing) and experience in managing Employee Transport of similar magnitude.
d. Best Practices: Ability to continuously deliver cost benefits (Industry comparison- Benchmarking),
100% compliance, Operational efficiency ability to continuously delivering by implementing
innovative solutions and industry best practices.
e. SLA based service delivery –The vendor will be measured qualitatively and quantitatively through
the usage of Service Level Agreements (SLAs), Key performance Indicators (KPIs). The SLAs and
KPIs shall be agreed during the contract negotiation process. Rewards and penalties based on
monthly performance score card.
f. The staff dedicated to this account may comprise of new hires or existing staff. All resources will
need to be trained by the vendors to use the technology solution to ensure employee transport is
managed as per the best standards in the industry.
1.4.Instructions on RFP
No contract of any kind will exist or deemed to arise between State Street and any service provider by (a)
submitting a response to this RFP, or (b) the selection of any supplier by State Street for further negotiations.
The Service provider will provide acceptance to respond on this RFP to Mr. Ajay Lingaraj per the date
mentioned in section 1.7.
1.5.Confidentiality and Use of Information

All information provided in this RFP is confidential and proprietary to State Street and is disclosed solely
for the purpose of allowing Service Provider to prepare a Proposal. All such information should be treated
as confidential material. Further, such information shall not be disclosed to any third party except a
subcontractor or partner specifically approved in writing by State Street.
In case a service provider chooses not to respond to the RFP at any time, the Service Provider will still be
required to treat the contents of this RFP and all information supplied by State Street as confidential. The
Service Provider shall also either destroy or return to State Street all documentation that has been provided
as part of this process.
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1.6.Collusive RFP Declaration

The Bidder declares:
• That the proposal is a bona fide submission, intended to be competitive and that no fixing, adjustment
of rates and or conditions has been entered into by contract, word of mouth or any other
correspondence which would involve the aforementioned actions either before, during or after the
proposal is submitted for consideration, with any person, association, company or corporation.
• That no incentive has been offered, received or agreed with any party to withdraw from the bidding
process.
• That no incentive has been offered, received or agreed with any party linked with State Street India
or any of its subsidiaries to swing favour in the bidding process.
1.7.Acknowledgement
The Vendor is required to acknowledge the receipt of this Request for Proposal (RFP) with undertaking of
the terms & conditions of RFP through an acceptance email with subject “Accept to participate in State
Street Employee Transportation RFP” to ALingaraj@StateStreet.com on or before 26th May 2018 by
8:00 PM.
1.8.Proposal Submission
Service Provider’s complete proposal and responses should cover various aspects per section 3.1 and submit
the proposal on or before 30th May 2018, 12:00 pm through email for which an email id has been shared by
State Street sourcing team.
1.9.Questions and Clarifications:

All questions or requests for clarification from potential bidders regarding this RFP must be submitted in
writing, via email to the State Street India contact below. Any query / clarification pertaining to the RFP
needs to be submitted to ALingaraj@StateStreet.com on or before 28th May 2018 by 8:00 PM with
subject line with subject line, “Query on State Street Employee Transportation (Vendor Name)”.
1.10. Proposal Checklist

Please complete the proposal checklist provided at the end and return it with your completed response as
per mentioned timelines. This will enable us to verify that we have received all of your materials.
1.11. Schedule of Activities

S.no Activity Planned Date Mode of Communication
Distribute RFP to selected Service Email
1 25-May-2018
Providers
Acceptance to respond to the RFP Email
2 26-May-2018
and demonstrations
Service Provider Questions & Email
3 28-May-2018
Clarifications

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30-May-2018 Courier + Email

4 Proposal Submission Deadline
12:00 PM
Proposal Discussion & Face to Face
5 04-June-2018
Negotiations
6 Best Offer Submission 12-June-2018 Courier + Email
7 Service Provider Selection 15-June-2018 Email
Letter of Engagement / Mail To be updated by State Email
8
Confirmation Street
To be updated by State Face to Face
9 Agreement signoff
Street
1.12. Service Award Policy Statement/Disclaimer

This RFP does not commit State Street India to any specific course of action. The issuance of this RFP does
not bind State Street India to accept any proposal, in whole or in part, whether or not it includes the lowest
bid even if the criteria described in the RFP are met, nor does it bind any of the members of State Street
India to provide any explanation or reason for its decision to accept or reject any proposal. Moreover, while
it is the intention of State Street India to enter negotiations with the selected Service Provider or Service
Providers, the fact that State Street India has given notice of acceptance to a Service provider does not bind
State Street India to purchase any good or service from such a Service provider.
All RFPs and related materials submitted shall become the property of State Street India, which reserves the
right, at its sole discretion, to reject or request modification of any or all RFPs, and use without limitations
or liability any and/or all ideas from the RFPs.
State Street India reserves the right to accept any proposal which is most advantageous to State Street,
irrespective of lowest cost offered by any bidder. However, service provider is free to suggest any additional
suggestions to reduce total cost of operations for employee transport services.
Following submissions of the proposals, additional meetings and presentations between all parties to clarify
details in the proposal documents will be required; these will be arranged at the discretion of State Street
India
1.13. Evaluation Criteria

State Street’s evaluation criteria will focus on specific areas. These areas include but are not limited to the
following key criteria:
1. The ability to best meet State Street’s requirements specified in Section 2 and the total cost of
services
2. Documented success with existing customers including State Street
3. Prior experience in corporate transport services
4. Overall clarity and quality of RFP response
5. Financial strength as demonstrated by the “Financial Statement”
6. Employee Registration
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7. Employee Transport Scheduling/ Employee Routing

8. Trip Execution/ Tracking
9. Billing
10. Safety/ Security/ Compliance
11. Employee self-service
12. Administration
13. Security
14. Privacy
*It is imperative that service provider should have the capability for integrating or upgrading their
technology with State Street’s systems.
1.14. Modification or Termination of RFP Process

State Street India reserves the right to, in its sole discretion, discontinue, amend, supplement, or otherwise
change this RFP. The Initiative, the process used for evaluation, and the expected timeline at any stage and
for any reason, and makes no commitments, implied or otherwise, that this process will result in a business
transaction/contract of any kind with any Service Providers.
1.15. RFP Compliance

All bids must be submitted in the format requested in this RFP. Failure to provide any information requested
will result in disqualification. State Street India reserves the right to request additional information if
clarification is needed.
In order to facilitate evaluation of RFPs, the Bidder must address each item of the RFP in the order in which
it appears and in the format described in clause 3.1. In addressing each item, the Bidder shall answer all
questions, as well as respond to all requests for information, specifications, quotations, etc.
Any exceptions to the terms and conditions or any additions, which Vendor may wish to include in the RFP,
should be made in writing and included in the form of an attachment to the applicable Section in the RFP.
1.16. Proposal Preparation Costs

Service Provider will be responsible for all costs it incurs in connection with this RFP process (including
but not limited to Proposal preparation, personnel time, travel-related costs, and other expenses) and any
subsequent agreement negotiations.
1.17. Late Proposal

Proposals must be submitted by May 29th, 2018 by 12:00 PM. It is solely the responsibility of each
transport vendor to ensure that its proposal is delivered at the proper time and to the specified person.
Proposals which, for any reason, are not delivered will not be considered at State Street’s sole discretion.
Late proposals may not be accepted and may be returned to the transport vendor unopened.

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1.18. RFP validity

The Information submitted must remain open for acceptance for a minimum period of six months from the
Submissions date and thereafter until withdrawn by notice in writing. Confirmation of this must be stated
in the proposal. Please note that your proposal as submitted will be considered your best proposal.
1.19. Contract Duration:

State Street does not bind itself to accept any RFP response. State Street reserves the right to accept all or
part of any RFP response. State Street reserves the right to let none, one or more contracts in connection
with this RFP. Unless otherwise stated, State Street gives no assurance that any contract let in connection
with this enquiry will be exclusive.
1.20. Restrictions on Contacts:

All contacts concerning this RFP in any respect must be made in writing, email only, unless otherwise
advised. Any contact with other State Street India personnel or agency working with State Street India on
this project will be a violation of this process and will serve to disqualify your proposal.
1.21. Sub-Contracting:
The Contracting shall not be allowed to assign or subcontract to any person firm, company or entity
whatsoever and shall not sub-contract any of the Service Provider’s duties and obligations hereunder
whatsoever without the prior consent in writing of State Street India, which State Street India will at its
discretion grant withhold or grant subject to conditions.

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2. Scope of Services
a) The Service Provider will provide Employee Transport Solution as given herein below at the
following State Street sites:
Site Address
4th Floor, Campus 8A, RMZ Eco World, Devarabeesanahalli, Bangalore
Bangalore – Eco World
560103, India
3rd Floor, B Block, RMZ Infinity | Old Madras Road | Bangalore 560016,
Bangalore – Infinity
India
2nd, 3rd 4th 5th and 6th Floor, Salarpuria Sattva Knowledge City
Hyderabad
Cyberabad Knowledge City ,Hyderabad 500081, India
One BKC Building, A Wing - 1201, 12th Floor, C-Block 66,Bandra Kurla
Mumbai
Complex, Bandra (East), Mumbai - 400051, India
b) The Service Provider shall ensure the service delivery as per attached SLA’s in Annexure-3
c) Service Provider shall ensure that all operational, compliance & safety guidelines are adhered to as
shared by State Street as per Schedule-1
The scope of work covered by this RFP is provided below. It primarily deals with providing transport
solution for State Street employees, including but not limited to the following:
• Employee Scheduling through App

• Routing and Cab allocation through
• Trip execution- tracking and monitoring through app and fixed devices
• Automated Billing
• MIS (Data capturing and reporting)
• Maintenance of compliance tracker
Current volume estimation and operation inputs given below:
• No of operational days per month. – Monday to Friday 100 % usage. The lean staffing (less than
2%) on SATURDAY & SUNDAY and subject to change in future.
• Staffing during Indian / foreign holidays.
• Travel time should not exceed 120 minutes for 1st pick up and last drop
• Maximum distance between nodal and employee residence should not exceed 1 Km
Bangalore
Description Hyderabad Mumbai
Eco World RMZ Infinity
Daily Avg. Unique
~1500 ~200 375+ 400+
users (Mon-Fri)

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Operating Model -
Nodal Nodal Nodal Nodal
Day
Operating Model - Home Home
Home pick/drop Home pick/drop
Night pick/drop pick/drop
4+1 Seater
4+1 Seater 4+1 Seater 4+1 Seater
Fleet Mix 7+1 Seater
7+1 Seater 7+1 Seater 7+1 Seater
12+1 Seater
• Refer to the below attached file for site-wise data points:

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1. Scope of maintenance and support

1.1 Support and maintenance will include the necessary assistance required to ensure the smooth
implementation and operation of the software, in operation at State Street facilities.
1.2 This activity therefore includes, but is not limited to, the following services:
• Installation of operating software and database server application
• Hosting of application on cloud
• Software implementation and setup as per the State Street guidelines
• Software look and feel to be as per the brand guidelines
• “Bug fixes”, problem debugging and Root Cause Analysis.
• User training, re-training and hand holding.
• Assistance in disaster recovery and business continuity.
• Assistance in database maintenance, archive and purge.
• Major amendments post production will be treated as customization and will attract a cost; however
minor tweaks and changes associated with business rules will be carried out.
• Remote e-mail and/or telephone support by Automation Vendor;
• Site visits, as required, by Automation Vendor/ State Street;
2. Contingency Plan & Support

Service Provider needs to have a proper contingency plan to ensure smooth functioning of the software and
in case of any system outage the back-up plan needs to be initiated within 1 hour of communication with
minimal impact on the regular operations.
The Service Provider shall prepare a Business continuity plan (BCP), for situation that may result in the
difficulty or inability on the part of the Service Provider to perform services, within 30 (Thirty) days of the
date of this agreement. Such BCP plan will be made available for State Street’s review and will broadly
address the following objectives:
• Identify issues and problems that could potentially disrupt the Service Provider’s ability to provide
services in both the short and long term;
• Develop, maintain and document containment measures that mitigate the risk of service disruptions
resulting from these issues and problems, which would include but not be restricted to
communication and transportation plans;

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• Develop and maintain BCP procedures for (i) the declaration of an emergency, (ii) notification and
escalation both within the Service Provider and to State Street, and an annual management review
and approval of the BCP Plan.
• During the emergency situation, we should have some proper backup plan in place from vendor side,
so that it will not impact our operations.
• Service Provider will provide support during BCP testing and all the disaster scenarios.
3. Monitoring Responsibility
Except as otherwise directed by State Street, the Service Provider agrees to meet with State Street, on a
monthly basis, for the purpose of reviewing the service provided by Service Provider pursuant to the
requirements of the Agreement. The Service Provider shall submit a quarterly report to State Street which
shall include, but not be limited to, the following information;
• Status report on services provided during the month, identifying, in particular, any performance
standards not met; and any other information requested by State Street.
• The Service Provider agrees to meet with State Street on a quarterly basis to review all aspects of
the service provided and / or any other matters of mutual interest to the Service Provider and State
Street.
• Notwithstanding the provisions as set forth in clause III (A) and (B) above, the Service Provider
agrees to meet with State Street at any time at the request of State Street to review the services
provided by Service Provider.
4. Periodic Assistance as part of the Agreement required

• Routing system backups.
• Periodic checking of the quality of the backups.
• Documented system management procedures to help protect information in the event of an error or
malfunction of the software.
• Change-control process to help track changes to the base system. This must start during the
Implementation and must be active for every subsequent change that is made. The change control
process must cover the operating system, database, and application environments.

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5. Pre-requisites
The following are the necessary pre-requisites which must be made available to Support personnel from
Service Provider before any Implementation support or maintenance activity can be provided:
• Valid signed support contract and payment as per the agreed terms;
• Administrative level access to the application server and the database server; and
• Remote access to the servers in case the same are not located at the local facility.
6. Limitations
Support and maintenance service provided under this contract are limited to the following:
• In-person, Email and telephonic support
• All support and maintenance will be provided either from the offices of Service Provider or from
the State Street facility with the help of resources in their office
Service Provider should be ready to provide on-site physical support post such request from State Street at
any point based on mutually agreed schedule.
7. Governance
Three main levels of contact and interaction are envisioned between the Vendor and State Street.
• Tactical review – Day to day interaction and exchange of information described in the service
definition documents
• Operational review – Interaction between the vendor’s “Account manager” and “Service delivery
manager” with the State Street management team, in respect of review of performance, identifying
and managing improvement prospects, specifying and agreeing changes to the agreement
• Strategic review – Senior management representatives from the vendor and State Street oversee the
performance of the contract and relationship and consider its direction and strategic development.
There will also be a process for escalation of issues through these levels, where they cannot be resolved at
the lower level. The following are some of the key processes and principles by which this governance and
service management would operate:
• The vendor will provide regular service reporting in specified formats and with the frequency,
required by the State Street’s management team
• There will be regular service review meetings between State Street representatives and the vendor

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• Any service performance issues reported by State Street will be subject to structured problem
resolution and escalation processes
• Service credits for failure to achieve expected performance levels against a set of Service levels and
Key Performance Indicators (KPIs) will be agreed and incorporated in the Agreement
• An approved Change Request will be required in advance for any change to the services or a
chargeable event
Provision of a non-interrupted service is one of State Street’s key requirements. Business continuity
planning and support will be developed, regularly reviewed and maintained up to date.
8. Privacy and Data Protection

(a) “Personal Information” means any information provided by State Street or collected by Supplier in
connection with this SOW
(i) That identifies or can be used to identify, contact, or locate the person to whom such
information pertains; or
(ii) From which identification or contact information of an individual person can be derived.
Personal Information includes, but is not limited to: name, address, phone number, fax number, e-
mail address, social security number or other government-issued identifier, and credit card
information. Additionally, if any other information (e.g., a personal profile, unique identifier,
biometric information, and/or IP address) is associated or combined with Personal Information, then
such information is also Personal Information.
(b) If Supplier collects or accesses any Personal Information as part of performing the Services, Supplier
agrees to comply with all applicable requirements provided by State Street.

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3. Proposal Response
This RFP is covering State Street’s Employee Transport Services in Bangalore. During the tenure of the
contract, State Street reserves the right to add or delete locations to the ones mentioned above.
3.1 Proposal requirements

State Street is seeking, from the service provider a solution based on their experience and expertise, which
is innovative and meaningful for providing a comprehensive transport solution for State Street.
Service Provider shall submit the complete proposal including each section in the table given below:
Section Topics Mode of submission

Annexure 1 – To be signed and duly stamped,
1 RFP Submission Form
scanned and submitted along with RFP document
Company Overview & Suggested
2 As per attached in Annexure 2
Transport Operating Plan
3 Transition Plan Use your own format
5 Commercial Proposal As per Schedule 2 (Cost Proposal)
Service Provider shall submit the each document in the table given below:
1. PAN ID card copy

2. GSTIN Numbers and GST registration copies
3. Certificate of Incorporation, Memorandum of Association, Articles of Association (equivalent
if you are a proprietary or partnership concern)
4. Audited three year balance sheets (2015-16, 16-17, 17-18)
5. One passport size photograph of each Director with their local contact numbers and addresses
6. Quote on your official letterhead. The letterhead must have a landline number, GST and PAN
numbers mentioned.
7. A cover letter (on company letterhead) from the proprietor/director of your company or
business. Authorized signatories must have the authority to bind the contents of the proposal
8. Name of key contacts for this submission and their contact numbers
9. Bank details and Cancelled cheque

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Schedule-1 State Street Requirement
Technical Requirements
Service Provider has represented that, it has the required skill set and tools to perform services related to
installation, tracking and maintenance of the Transport Automation services and based on such
representation, Microsoft has agreed to avail the services of the Service Provider, who has accepted the
same and has agreed to cover the below detailed objectives and scope:
Service Provider will need to provide Transport Automation Services to Microsoft Premises as defined in
the agreement. The Services shall be rendered by using the below given tools:
A. Hardware -
1. Android touch screen device including charging unit: The hardware would be used to provide e-Trip
sheet, Employee boarding/alighting update, real time tracking, enabling panic alarm and other
security alerts described in the subsequent sections. Devices will also include screen guard and
phone back case.
2. Servers: The Amazon EC2: SUSE® shall be used for data storage and communication purpose and
for facilitating all key features of transport operations like scheduling, routing, billing, tracking etc.
Detailed feature set is covered in subsequent sections.
B. Software -
Employee Transportation Solution (ETS): The Primary functionality of ETS is as follows:

1. Employee Registration
2. Employee Transport Scheduling
3. Employee Routing
4. Trip Execution/ Tracking
5. Billing
6. Safety/ Security/ Compliance
7. Employee self-service
8. Other Requirements
9. Administration
10. Security
11. Privacy
12. BCP

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1 Employee Registration
a Registration through web link/ email
b Geo-coding of employee home address through employee application
c Employee mobile app download link through email (Automated) after registration
d Verification of geo-coding with the employee through auto triggered mailers/ app alerts
2 Employee Transport Scheduling

i. Employee scheduling through application/ web based interfaces
ii. Scheduling possibility for six month period
iii. Configurable cut-off interval for transport scheduling
iv. Adhoc request workflow to be available with a manager approval
v Scheduling app with multiple roles/ permissions (Employee/ Managers/ Leadership team/
Airport transfer requests)
vi Manager mapped with all his/ her reportees
vii Manager to have permission to schedule all his reportees
viii. Approvals/ scheduling/ etc. to be web & mobile app based (Email based requests and
workflows to be avoided as much as possible)
ix. Blocking of scheduling functionality for employees for cases of multiple no-shows and
cancellations after cut-off times
x Un-blocking of functionality based on manager's approval
xi Feature flexibility to request a pick up / drop at any address dynamically for every trip
3 Employee Routing
i. Automatic routing based on the schedules for a given shift based on the transport policy inputs
(Configurable to routing based on Cost Optimization and/or Employee Satisfaction and/or
Geo-coding
ii. Flexibility to remove and add employees to a particular trip
iii. Flexibility to change the sequencing of planned employees for a trip
iv. Fair cab allocation possibility enabled by a view of no. of kms allocated so far for specific cab
vendor/ vehicle in that month
v. Cab allocation only for cabs deployed and available in current inventory
vi. Integration with compliance module such that any cases of driver/ vehicle non-compliance
would not be allocated trips
vii. Automatic trip sheet generation and pushing of digital trip sheets to drivers devices for pick-
ups and drops

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viii. Pushing of cab and driver details to employee devices through email/ app alert/ sms alert
ix. Automatic trip reminders for employees before a preset time through email/ app alert/ sms alert
x. Auto identification of back to back trips
xiii. Solution to analyze trip data and suggest the optimal fleet mix to improve seat utilization
xiv. Possibility for dynamic cab sharing/ pooling and instant routing through driver device
xv Optimal nodal transport route creation based on employee locations scatter
4 Trip Execution/ Tracking

i. In case of pick-ups, the employees should receive proximity alerts based on a preset radius
around the geo-coded home location
ii. Pick-up co-ordination should happen directly between employee and drivers with a calling
facility through their apps at both ends. (Call receiver to receive masked numbers of callers)
iii. Two way communicators interface (Radio/ GSM based) on vehicles for communication in
instances of emergencies, for PA announcements, etc.
iv. Sign-in/ off of employees through RFID reader/ employee app/ driver app
v. In case of drops, vehicle location information such as parking lot no., building no., MLCP
level, etc. to be pushed to employee through email/ SMS/ App alert
vi. Adding of employees to trips in real time by transport admin
vii. Flexibility to change the sequencing of planned employees for a trip
viii. Back to back allocation of drops with pickups to save on vehicle utilization
ix. Electronic attendance for driver, employee and Escort
x. IVR facility to be provided wherein employee can call and inquire about vehicle details and
location or speak to help desk executive
xi. Auto SMS/mail notification to employee for trip detail
xii. Accurate distance (KM) capturing through GPS
xiii. Speed alert with audio in the cab and notification in the transport desk
xiv. Tracking of the cabs in the premises
xv In case of pick-ups, the employees should receive cab arrival alerts based on geo-coded home
location
xvi Rash driving sensors in vehicles
5 Billing
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i. Ability to support pro-rated and multiple model billing - km based, trip based, grid based,
hybrid model, package based
ii. Billing reconciliation and audit module supporting two levels of audit based on role
permissions
iii. Support for paying out the miscellaneous costs - Parking fees, Toll taxes, etc.
iv. Support for driver/ cab vendor incentive payouts for achieving KPIs
v. Support for deducting penalties in instances of loss/ damage of tech hardware installed in
vehicles, non-compliance to SLAs, KPIs and non-adherence to contractual terms
vi. Paper less trip sheets. Saving paper and storage space supporting GPS device, Driver smart
phone and normal phone and Automatic trip sheet generation and pushing of digital trip sheets
to drivers devices for pick-ups and drops
vii Ability to merge duty/billing in case of replacement cab
viii. Ability to generate final invoice directly through the tool.
6 Safety/ Security/ Compliance

i. Auto alerts for employee safety:
§ Geo-location violation alert
§ Travel time violation alert
§ Device unreachable alert
§ Vehicle stoppage alert
§ Over speeding alert
Arrival time violation
iii. Hot link for tracking women traveling single
iv. Ability to raise an alert if device doesn’t contact for some time
v. Security personnel requirements to be estimated beforehand (12/ 24 hrs.) and the requirement
to be intimated to security managers thru auto mailers
vi Required security personnel buffer estimate to be provided to security managers
vii. Compliance tracker for all documents required for drivers/ cabs along with other requirements
such as fire extinguishers, seat belts, first aid kits, etc.
viii. Tablet based app for personnel to conduct physical checks based on checklists
ix. SOS signaling through panic button/ alarm on vehicles/ employee app/ driver app
x. Integration with compliance module such that any cases of driver/ vehicle non-compliance
would not be allocated trips
xi. Induction document compliance checklist tracking tool
xi. Vehicle and Driver Document Library with auto notification for expiry due alert to configured
set of emails

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xii. Vehicle usage tracking and maintenance schedule alert
xiii. Last mile security system with PIN verification
xv AC on/off detection
xvi Airbag sensor
xviii Real-time driver rash driving pattern analyzer for sudden braking, sudden accelerating, taking
sharp turns, etc.
xix Tablet based app for personnel to conduct physical checks based on checklists
xx Fuel monitoring
xxi High engine temperature alarm
xxii Backup battery
xxiii Hard Acceleration
xxiv Sudden Braking
xxv engine diagnostic
xxvi battery condition
xxvii emission control
xxviii over revving
xxix seatbelt on/off time
xxx odometre reading
7 Employee self-service
i. Feedback/ incident reporting and escalation through App/ email/ calls
ii. Availability of all important emergency contacts (Transport helpdesk, Security Operations
Centre, etc.) on the employee app for quick reference
iii. Provision to rate drivers on a trip-by-trip basis and Auto E-Mail to predefined mail ids on
submission of comment by the user
iv. Ability to update shifts and geo-codes through employee application

Page 20 of 36
8 Other Requirements
i. MIS reporting - daily/ weekly/ monthly basis with graphical dashboards for management team
as per required parameters
ii. Reporting to cover the operational aspects such as trips per day, kms driven per day, cab wise,
vendor wise, etc.
iii. The information system to have the complete comprehensive details of all drivers
iv. Multiple drivers should be able to be mapped to a single vehicle in case of 24 hours operation
of the cabs
v. Availability of complete transport user base information with start date and stop date (in case
of exits)
vi. Sign-off violation alerts in real-time and reports to be available for past data
vii. Current available cab inventory should made visible for routers on the cab allocation page
along with information such as trips performed, kms driven, for that day and month. Complete
compliance to be marked positive for proceeding with cab allocation.
viii. Manual override permission to be given to certain defined roles
x. Central driver background platform to see profile history for employees and transport team-
Both App and web based
a Security personnel database to be available and a GUI for security managers to be available for
asssigning the security escorts for required trips
b In case of cancellations/ changes to security requirements, a workflow to be in place to update
the security managers (via email/ sms alerts) about the change in requirements
c Auto vendor allocation/ cab allocation
d Central dashboard for all locations
e Car pool platform
f Ad hoc trip clubbing with regular trips if possible
g Route Replay
h Over The Air firmware updates
i Bluetooth enabled sign in
9 Administration
i. Audit trails for all schedule logins/logouts and changes made.
iv. Configurable maximum deviation distance as per company policy
v. task of scheduling/routing and assigning delegation to another employee

Page 21 of 36
Additional
Risk
Features
10 Security
i. Ability to intergrade with SSO systems (Single sign on)
11 Privacy
i. Controller should ensure that the processor cannot engage another processor without prior
specific authorization from the controller.
ii. Privacy by Design:
A. The persons authorized to process the personal data have committed themselves to
confidentiality or are under an appropriate statutory obligation of confidentiality with the
ability to demonstrate the compliance
B. takes all measures to ensure security for processing interms of need to know, data
encryption on transit, PII storage.
C. assists in fulfilling their obligation to respond to requests for exercising the data subject's
rights including not limited to right to audit.
12 BCP
i. Business Continuity support- HSB Redundnacy without business disruption, 24X7 Tech
Support, Defined RTO/RPO.
Learning and Development

1. Service Provider would be responsible to ensure that all users as identified by State Street are trained
in all aspects to conduct the operation
2. Service Provider would also be responsible to provide support to transport helpdesk for any doubts
or clarification raised by any personnel on behalf of State Street for the period of one year from the
date of completion of installation as agreed with State Street.
Post Implementation support

1. Service Provider would be responsible to ensure that bugs or operation failure post implementation
either with software or hardware are resolved as per the provisions of this contract
2. Service Provider would be responsible for providing free updates for features in the scope of SoW
3. Service Provider would also be responsible to provide all new modules, mobile apps, facility,
service, update, extension launched post implementation with regards to employee transport solution
till such time that the contract is valid.
Miscellaneous terms
• All the device lost and/or theft must be informed to Automation Vendor
• Cost of device lost or damaged will be reimbursed by State Street
• State Street will utilize the Services of the Vendor in the manner envisaged under this Agreement
• State Street shall not
a) decompile, disassemble, or reverse engineer any portion of the Software
Page 22 of 36
b) modify, prepare derivative works of the Software, or

c) permit third parties to use the Software without the prior written consent of the Vendor;
• It shall obtain or maintain, for purposes of the Services, the consent of persons who are registered
on the “Do Not Disturb” list under the Telecom Commercial Communication Customer Preference
Regulations, 2010 (including the 13th Amendment issued by the TRAI) or any amendments thereto,
to be contacted by the Vendor.
• State Street acknowledges that:
a) The Services in no way substitute the operational due diligence such as conducting regular
background checks on cab vendors and drivers to be undertaken by the Customer for ensuring
physical security of its employees and other beneficiaries of the Services;
The Vendor has the right to monitor, peruse, and analyze the communication i.e. number masked calling
service between the contractors or sub-contractors, i.e. cab drivers, of the Customer and the beneficiary of
the Services for future troubleshooting purpose.
Schedule-2 – Commercial Proposal
Please submit the full commercial proposal document, indicating the scope of the Vendor’s full proposal
and completing all relevant fields

Page 23 of 36
a) Prices must be fixed for a minimum period of 3 years (“Initial Period”) from the date of signature
of any relevant agreement.
b) Pricing must be shown exclusive of all applicable taxes. Any charges which are subject to taxes
should be clearly specified.
c) Pricing must be in INR.
Insert other relevant pricing principle
A. Costing details
Vendor =>
Hardware Procurement model OPEX (INR) CAPEX (INR)

GPS tracking unit
HARDWARE
Driver mobile
RFID reader
RFID card/ patch
Panic button
MANPOWE IMPLEMENTAT COMMUNICATI SOFTWAR
Software package with upgrades and

support
E
Annual increment rate

SIM card – GPS device
SIM card – driver mobile
ONS
SMS alerts
IVR call charges

Implementation fees per city
ION
Hardware maintenance (per

instance)
Time to go-live
Helpdesk and IVR Monitoring

R

Page 24 of 36
B. Key assumptions
C. Terms and Conditions
• State Street shall follow 'reverse service tax methodology' as applicable

• Taxes Extra as Applicable
• Exit clause: State Street retains the right to terminate the agreement by providing 1 month notice
• Billing Cycle shall be MONTHLY.
• Billing methodology for monthly billing - Monthly bill will be prepared on the cumulative kms run
• All payments under this RFP will be payable in Indian Rupees and will be subject to tax/any other
statutory deductions at source as applicable.
• Payment shall be made within 30 days from the date of submission.
• Submission of Invoices
a) For Invoices submitted for the period 1st to 15th of the month, to be submitted by 20th of the month
or the next working day.
b) For Invoices submitted for the period 16th to 30th/31st of the month, to be submitted by 5th of the
subsequent month or the next working day.
• Service Provider shall be entitled to payments basis on the SLA’s Performance.
• All invoices/bills must be produced with requisite supporting document.
Page 25 of 36
• State Street would not have any liability for payments in case invoices are not submitted within one
month of Service rendered.
• Service Provider will not be entitled to any other payment of any nature whatsoever.
• GST will be applicable as per the guidelines.
Annexure 1 – RFP Submission Form

Page 26 of 36
State Street
Telephone No:
E mail: ALingaraj@StateStreet.com
Date: ………………..
ATTENTION: Mr. Ajay Lingaraj
FROM: ____________________________________________
DATE: _____________________________________________
We agree and undertake, that should a contract be awarded we would be prepared to provide the services
subject to in accordance with State Street India’s Contractual documentation as set out in:
1. Scope of Services as per Clause 2

2. State Street Requirement in Schedule-1
3. Commercial Proposal Schedule-2
4. Company Overview & Suggested Transport Operating Plan in Annexure 2
5. SLAs, KPIs and Penalties in Annexure 3
We also confirm that all costs and expenses whatsoever contingent upon and necessary for the supply of the
requisite resources and the proper execution of the Services are included in our submission.
We agree that this submission shall remain valid for acceptance for a period of 1 year. We also understand
that via this invitation to submit the requested information, State Street India is inviting proposals for the
provision of services detailed above and in doing so is undertaking an analysis of this market and its
competitive environment, and are therefore not bound thereof to take any further action based on this
analysis or to pay any expenses incurred in its preparation.
SIGNED: ________________________________________________________________
PRINTED NAME: _________________________________________________________
POSITION: _____________________________________________________________
E-MAIL: ________________________________________________________________
NAME OF COMPANY: ____________________________________________________
Annexure-2 – Company Overview, Features & Client Feedback
This section should include details of the proposed services in terms of process / activities to be carried

Page 27 of 36
out, compliance with requirements, unique selling points, available options and assumptions made if
any, the vendor should include:
Brief background of the company -

Regd. Address
Owner name -
Fiscal Year Total Revenue (INR Crores)

2017 - 18
2016 - 17
2015 - 16
1. Describe proposed organization structure for the contract and explain the working of the proposed structure
and escalation mechanism.
2. Indicate the overall structure, the nature of personnel (for e.g. Quality managers, supervisors etc.), roles
and responsibility
and the approximate number at each level along with deployment time commitment at each level.
3. List down names and their proposed position within Vendor’s organization for delivery of services to
State Street (both on site and off site resources should be included).
4. Provide an escalation matrix with phone numbers and Email

IDs
Phone
Escalation level – Bangalore Name Designation Email ID
number
Level 1
Level 2

Page 28 of 36
Level 3
5. Provide detailed resumes of key individuals who would be responsible for the project delivery and
operations support
6. Provide an overview of the organization structure with clear indication of the following:
• The roles of all employee levels

• Number of employees at each level
Average Brief
Location Number of
Years of description of
FTEs
Experience skill sets
Bangalore
Mumbai
Hyderabad
B. Feature Specficiations
Please fill up the attached sheet marking Yes or No for availability of features
Feature List.xlsx
C. Client details
Elaborate your experience in managing critical environments for other similar facilities
Provide a summary of clients and critical environment managed.
Provide details and experience of resources that will be responsible for managing such an environment
Enter the client details as mentioned below :
Client 1 Client 2 Client 3
1 Name
2 Location
3 Number of Users

Page 29 of 36
4 Number of transport users
Shift Transport cabs -

Airport Transfers -
Types of operations (Enter Spot rentals cabs -
5 Yes / No)
Shift Transport cabs -
Airport Transfers -
Spot rentals cabs -
6 Number of locations
Number of site/offices (All 4 seaters -
7 locations) 7 seaters -
8 Duration of Operations
Peak Shift Time –
Number of Users –
9 Peak Shifts Details Number of Routes -
Level of automation(End to
End or individual modules if
1 any. Please list down the
1 individual modules)
1
2 Number of transport vendors
1
3 Name of contact person
1
4 Contact number
D. Key assumptions

Page 30 of 36
Annexure-3 – Issue Resolution and Service Level Agreements
Issue Resolution
Issue Reporting Procedures
In order that Automation Vendor may provide the highest possible level of service to resolve an issue, in a
timely and appropriate fashion, it is essential that State Street observe the correct procedures in respect to
reporting an issue. This section describes the procedures relating to the reporting of support calls to
Automation Vendor.
Request Reporting
Request may be reported to Automation Vendor using the following contact information:
• First Level Contact – Email / Phone

• Second Level Contact – Email / Phone
Note: If staff from the Support Services group is not immediately available to answer the email/telephone,
a call back should be received within one hour of placing the service call during the hours of support covered
by this Agreement.
In order to respond to a fault call in a timely and appropriate fashion, when placing a request, State Street
will be asked for the following information:
Page 31 of 36
• Name of person reporting the fault

• Name of person to be contacted on site (if different from above)
• Telephone number/extension of site contact (if after hours, ensure that the number provided
is accessible)
• System(s) affected
• Brief description of the fault symptoms
• Priority of call required
On placing a request, Automation Vendor’s Support Services group will allocate/E-mail a unique tracking
number which will be given to State Street and this should be quoted on any future communication regarding
the fault.
Automation Vendor’s Support Services group should be used as a central contact point for issue progression
and escalation.
Issue Closure
When the issue has been resolved, the request will be closed on Automation Vendor’s request tracking system and
State Street will be informed of the following:
• The time and date the request was closed by Automation Vendor
• A brief description of the action taken
Issue Priorities and Response
A system of issue priorities is used by Automation Vendor. However, the default used is as follows:
• Priority (P1) Critical: A Priority ONE issue is system faults where there is a major impact
on normal operation of the system. Automation Vendor will immediately begin work on a
P1 issue, with the immediate goal of restoring normal operation to the system via a fault
correction or a satisfactory work-around.
• Priority (P2) Urgent: Priority TWO is used for system faults where normal system operation
is affected to some degree and a satisfactory work-around is not available. Automation
Vendor will use best endeavors to respond to the issue in the times stated in Response Times
section of this document. In most cases, it is normal for Automation Vendor to respond in
faster times than those stated
• Priority (P3) Standard: Priority THREE is used for system faults where a fault was
detected, but normal operation is not affected. For software related issues, this priority allows
for work to be scheduled as part of a planned maintenance update (sprint release).
• Priority (P4) Enhancement Or Minor Operation Issues: Priority FOUR is used when an
enhancement request is made for potential modifications to Supported Product
Refer the following table for more clarity on issue categorization and resolution times

Page 32 of 36
Priority Issue Description Recomm Initial Estimati Resoluti

ended response on on time
mode of response
commun
ication
P1 – Accessibility of ETS (accessibility implies not able to Phone/ 30 2 hours 4 hours
Critical see the home page) In-person minutes
• More than 10% of the transport team members are not
able to access the URL or any module from multiple
terminals or workplaces
• More than 10% of the employees or SPOCs are not
able to access the URL or any module and mark the
schedule
Able to access the URL but the business critical

functionality (affecting the revenue of State Street) or
module is not working/accessible
• Unable to route the employees for multiple shifts,
because of the inaccessibly of the routing module
• Unable to track 50% of the active cabs in system or
more than 10% of the cabs with single woman
employee
P2 – Accessibility of ETS (accessibility means not able to Phone/ 2 hours 8 hours 24 hours
Urgent see the home page) In-person
• Less than 10% and more than 5% of the transport
team members are not able to access the URL from
multiple terminals or workplaces
• Less than 10% and more than 5% of the employees
or SPOCs are not able to access the URL and mark
the schedule
• More than 50% of total planned employees for the
day did not receive the pickup SMS
• Unable to receive the panic alert from multiple
active devices
• Unable to close the billing because of the pending
billing issues for multiple cabs. Any billing issue is
by default a P3 and may be escalated to P2 if the
billing cycle end date is closer or passed
• System latency hampering the quick access to
various modules but not hampering the business
critical tasks
• More than 5% of electronic trip-sheets are not
downloaded on the devices
• Unable to access, view or download a BA report
• Suspected discrepancy in the billing data of one or
few trips
P3- Software Phone/ 1 3 30

Standar • Suspected discrepancy in the data of a BA report Email business business business
d • KMs are not captured for one or more trips for day days days
multiple cabs in a day or multiple days
• Fewer than 5% of electronic trip-sheets are not
downloaded on the devices

Page 33 of 36
• Any backend support for bulk data upload e.g. roster

data, employee data, permission change, cab data
• Any backend support to gather some data for State
Street consumption which is not readily available
P4 – Software Email 2 5 Issue

Minor • Enhancement request to any feature, functionality, business business dependen
report, SMS text, report format, UX look and feel etc. days days t
which is not the part of agreed product SoW
• New feature requires which is not the part of agreed
product SoW
• Efficiency level or performance levels of any tracking
feature/application which require an investment from
Automation Vendor and is not the part of product
SoW
• Any backend support request or a task which can be
performed by the user (cases where training of the
user is not done or a new user has joined the team)
Note:
• Automation Vendor will use its best efforts to achieve the target resolution times shown in the
table below. Resolutions may involve a “workaround” to an issue that will allow continued use
of the affected component. However, workaround shall not impact employee interface
substantially
• The response targets are for the Support Services group to return a call to State Street’s support
contact to start diagnosis of the problem
• Initial Response is when a ticket is opened and acknowledged by help desk staff.
• Estimation Response is when the user that logged the ticket is informed of an estimated
resolution time.
• Resolution is the point at which the problem is resolved either at the root or given a work
around and the application function is returned to a usable and available state.
24X7 Critical Incident support -

Critical Incident Support for Severity 1 incidents need to be available for 365 days a year and 24 hours per
day. This service will also be available during holidays observed by Service Provider. There need to be a
specific SPOC contact details from Service Provider to address Severity 1 incidents.
Escalation Procedures
Automation Vendor will use all reasonable endeavors to ensure that calls are cleared within the specified
timescales detailed herewith. In the event that calls remain outstanding beyond the agreed times, Automation

Page 34 of 36
Vendor’s Support staff will escalate the call to Senior Management at Automation Vendor, who will contact
his counterpart within State Street’s organization to agree a course of action to be taken.
Level Software Hardware
Level 1 • •
Level 2
Level 3 • •
Level 4 •
Note: Automation Vendor will notify State Street if it is apparent that resolution of a call may result
in a protracted timescale. Automation Vendor may also escalate calls of a repetitive nature. State
Street may escalate any call at any time should they deem it to be appropriate in any specific instance.
Resolution Service Levels and Service Credits
Type Measurement Service credit
P 1 resolution P 1 problem resolved in over 4 hours. 10% of monthly fee (Software usage
fees +device rent+ Device
Maintenance cost) per instance
P 2 Resolution Less than 95% of P 2 problems are 3% of monthly fee (Software usage
resolved in 24 hours. fees +device rent+ Device
Maintenance cost) per instance
P 3 Resolution Less than 95% of P 3 problems are 1% of monthly software usage fee
resolved as per SLA
P 4 Resolution Less than 95% of P 4 problems are 1% of monthly software usage fee
resolved as per SLA
Response/Estimate Less than 95% of Initial Response, 1% of monthly software usage fee
Estimation Response times are met.

Page 35 of 36
Maximum Problem If there are problems older than 60 Mutually decided

ageing days.
Device Maintenance
Automation Vendor’s representative will visit State Street (based on device complaint calls) on a mutually
agreed day every week. During this visit Automation Vendor will be responsible to diagnose device issues
raised by the vendor and State Street. Further, Automation Vendor would be responsible to document all
the asset brought/removed from State Street premises
Response targets
All hardware requests will firstly fall in P3 category issue as defined in the this agreement
Request type First response Resolution
New device provision 1 business day Less than 20 devices – Maximum

7 business days
More than 20 device – Maximum
30 working days
New Charger provision 1 business day Less than 20 devices – Maximum

7 business days
More than 20 device – Maximum
30 working days
Faulty device replacement 1 business day Maximum 3 business days,

depends on volume
Faulty charger replacement 1 business day Maximum 3 business days,
depends on volume

Page 36 of 36

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State Street Employee Transport Operations

REQUEST FOR PROPOSAL

E Mail ID: ALingaraj@StateStreet.com

Information Classification: Limited Access

1.5.Confidentiality and Use of Information

1.6.Collusive RFP Declaration

1.9.Questions and Clarifications:

1.10. Proposal Checklist

1.11. Schedule of Activities

Information Classification: Limited Access

30-May-2018 Courier + Email

1.12. Service Award Policy Statement/Disclaimer

1.13. Evaluation Criteria

7. Employee Transport Scheduling/ Employee Routing

1.14. Modification or Termination of RFP Process

1.15. RFP Compliance

1.16. Proposal Preparation Costs

1.17. Late Proposal

Information Classification: Limited Access

1.18. RFP validity

1.19. Contract Duration:

1.20. Restrictions on Contacts:

Information Classification: Limited Access

• Employee Scheduling through App

Current volume estimation and operation inputs given below:

Information Classification: Limited Access

• Refer to the below attached file for site-wise data points:

Information Classification: Limited Access

1. Scope of maintenance and support

2. Contingency Plan & Support

Information Classification: Limited Access

4. Periodic Assistance as part of the Agreement required

Information Classification: Limited Access

Information Classification: Limited Access

8. Privacy and Data Protection

Information Classification: Limited Access

3.1 Proposal requirements

Section Topics Mode of submission

5 Commercial Proposal As per Schedule 2 (Cost Proposal)

1. PAN ID card copy

Information Classification: Limited Access

Schedule-1 State Street Requirement

Employee Transportation Solution (ETS): The Primary functionality of ETS is as follows:

Information Classification: Limited Access

2 Employee Transport Scheduling

ii. Scheduling possibility for six month period

iii. Configurable cut-off interval for transport scheduling

iv. Adhoc request workflow to be available with a manager approval

iii. Flexibility to change the sequencing of planned employees for a trip

Information Classification: Limited Access

x. Auto identification of back to back trips

xv Optimal nodal transport route creation based on employee locations scatter

4 Trip Execution/ Tracking

vii. Flexibility to change the sequencing of planned employees for a trip

ix. Electronic attendance for driver, employee and Escort

xii. Accurate distance (KM) capturing through GPS

xiv. Tracking of the cabs in the premises

viii. Ability to generate final invoice directly through the tool.

6 Safety/ Security/ Compliance

Information Classification: Limited Access

xii. Vehicle usage tracking and maintenance schedule alert

xiii. Last mile security system with PIN verification

xvi Airbag sensor

xxi High engine temperature alarm