Ref: RFP/GITC/CRM/2016-17/325 Dated: 27.12.

2016

STATE BANK OF INDIA

REQUEST FOR PROPOSAL (RFP)

FOR
Engagement of
Business Transformation Specialist For
Customer Relationship Management &
Project IMPACT
For
State Bank Group

CRM DEPARTMENT,
STATE BANK GLOBAL IT CENTRE,
3rd FLOOR, KAPAS BHAWAN,
PLOT NO. 3A, SECTOR 10,
CBD BELAPUR,
NAVI MUMBAI-400614, MAHARASHTRA
Contact [email protected]
State Bank of India Engagement of Business Transformation Specialist For Customer Relationship Management & Project IMPACT for State Bank Group

Table of Contents
Table of Contents
1. Bid Details ........................................................................................................... 4
2. Overview ............................................................................................................. 5
3. Purpose ............................................................................................................... 5
4. Invitation .............................................................................................................. 5
5. RFP Terminology ................................................................................................ 5
6. Eligibility Criteria.................................................................................................. 6
7. Scope of Work..................................................................................................... 6
8. Disclaimer ......................................................................................................... 12
9. Performance Bank Guarantee (BG) .................................................................. 14
10. Bidding Document ............................................................................................. 14
11. Bidding Process ................................................................................................ 15
12. Preparation and Submission of Bids ................................................................. 16
13. Opening and Evaluation of Bids ........................................................................ 20
14. Award & Signing of Contract ............................................................................. 23
15. Subcontracting .................................................................................................. 24
16. Conflict of Interest ............................................................................................. 24
17. Patent Rights..................................................................................................... 26
18. Limitation of Liability .......................................................................................... 26
19. Powers to Vary or Omit Work ............................................................................ 27
20. No Waiver of Bank Rights or Successful Bidders Liability ................................ 27
21. Inspection, Quality Control and Audit ................................................................ 28
22. Cancellation of Contract .................................................................................... 28
23. Delays in the Consultants performance in successful implementation of the
project ...................................................................................................................... 28
24. Liquidated Damages ......................................................................................... 29
25. Termination for Default ...................................................................................... 29
26. Force Majeure ................................................................................................... 29
27. Termination for Insolvency ................................................................................ 30
28. Governing Law and Disputes (Applicable in case of successful bidder only) .... 30
29. Governing language .......................................................................................... 31
30. Governing Law .................................................................................................. 31
31. Notices .............................................................................................................. 31
32. Taxes and Duties .............................................................................................. 31
33. Consultants Obligation ..................................................................................... 32

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34. Services ............................................................................................................ 32

35. Transition Clause .............................................................................................. 32
36. Earnest Money Deposit (EMD).......................................................................... 32
37. Integrity Pact ..................................................................................................... 33
38. Terms & Conditions........................................................................................... 33
Annexure A .............................................................................................................. 35
Annexure B .............................................................................................................. 36
Annexure C .............................................................................................................. 40
Annexure D .............................................................................................................. 41
Annexure E .............................................................................................................. 42
Annexure F............................................................................................................... 45
Annexure G .............................................................................................................. 46
Annexure H .............................................................................................................. 47
Annexure I ................................................................................................................ 49
Annexure J ............................................................................................................... 51
Annexure K .............................................................................................................. 52
Annexure L ............................................................................................................... 53
Annexure M .............................................................................................................. 54
Exhibit: I ................................................................................................................... 55
Exhibit II ................................................................................................................... 56
Exhibit III ................................................................................................................ 57

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1. Bid Details
Sr.No. Particulars Details
1. Date of commencement Date: 27.12.2016
of Bidding Process
2. Last date and time for Date: 29.12.2016 by 3.00 p.m.
receipt of written queries
for clarification from
bidders
2 (a) Pre-Bid Meeting Date: 30.12.2016 Time: 11.00 a.m.
3. Last Date and Time for Date: 12.01.2017 Time: 03.00 p.m.
Bid Submission Any proposal received by SBI after this date and time will be
returned unopened to the bidder
4. Date and Time of Date: 12.01.2017 Time: 03.30 p.m.
Technical Bid Opening Representatives of Bidder may be present during opening of
Technical Bid. However, Technical Bids would be opened
even in the absence of any or all of the bidders representatives
5. Presentation cum To be scheduled and would be informed to the bidders.
Interview
(Date & Venue)
6. Place of Pre-Bid Meeting State Bank of India,
/ opening of Bids Global IT Centre,
CRM Department,
Conference Room,
3rd Floor, Kapas Bhawan,
Plot no. 3A, Sector 10,
CBD Belapur, Navi Mumbai 400614.
7. Address for Deputy General Manager (CRM),
communication (Bank) State Bank of India, Global IT Centre,
CRM Department,
3rd Floor, Kapas Bhawan,
Plot no. 3A, Sector 10,
CBD Belapur, Navi Mumbai 400614
Email: [email protected]
CC: [email protected], [email protected]
8. Bid Security/ Earnest Rs. 5,00,000/- (Rupees Five Lacs Only) in the form of Bank
Money Deposit (EMD) Guarantee as per Annexure I. EMD should be enclosed with
Technical Bid.
9. Bidder Contact Details Bidder to Provide following information:
1.Name of the Company
2.Contact Person
3.Mailing address with Pin Code
4.Telephone number and Fax number
5. Mobile Number
6. e-mail
10. Date of Commercial Bid On a subsequent date which will be communicated to such
Opening bidders who qualify in the Technical Bid. There may be a
reverse auction.

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State Bank of India Engagement of Business Transformation Specialist For Customer Relationship Management & Project IMPACT for State Bank Group

2. Overview
2.1 State Bank of India (SBI) is the largest Bank with a network of over 15,800+ branches
spread across India. The Bank has presence in 36 countries across the globe. The Bank
offers wide range of products and services to both Corporate and Retail Customers. The
Bank also has one of the largest networks of more than 51,500+ ATMs spread across
geographical locations. State Bank Group (SBG) comprising of SBI, Banking and Non-
Banking Subsidiaries and Joint Ventures is the largest financial conglomerate of India.

3. Purpose
3.1 SBI is requesting proposals for the engagement of a Business Transformation Specialist
(BTS) for a period of 18 (eighteen) months for consultation and project management
for the implementation of Customer Relationship Management (CRM) solution at SBI
(domestic, foreign branches/subsidiaries), Associate Banks, SBI Life Insurance Co.
Ltd. (SBI Life) and SBICAP Securities Ltd. (SSL), and implementation of IMPACT
User Interface, Master Data Management (MDM) solution and other solutions within
the SBG.
3.2 The Request for Proposal (RFP) is being floated by SBI. Bidders interested in
participating in this offer are required to respond to this document in detail and
communicate their eligibility and technical qualification information. The same will be
used in evaluating Bidders responses based on which final Bidder will be selected.

4. Invitation
4.1 The Bank invites Proposals (the Proposals) for selection of a Business
Transformation Specialist (the Consultant) who shall provide consultancy services in
conformity with the Scope of Work as defined in this RFP document.
4.2 The bidders desirous of taking up the project for supply of above services to SBI are
invited to submit their technical and commercial proposal in response to this RFP. The
criteria and the actual process of evaluation of the response to this RFP and subsequent
selection of the successful bidder will be entirely at Banks discretion. The applicants
should have the necessary experience, capability and expertise to perform as per the
scope of work adhering to Banks requirements/terms and conditions outlined in this
RFP.
4.3 This RFP is not an offer by SBI, but an invitation to receive responses from the Bidders.
No contractual obligation whatsoever shall arise from the RFP process unless and until
a formal contract is signed and executed by duly authorized official(s) of SBI with the
selected Bidder. The Bank also reserves the right to not select any of the Bidders as also
to stop the entire process of selection.

5. RFP Terminology
Definitions Throughout this RFP, unless inconsistent with the subject matter or context:
5.1 Bank - State Bank of India (Domestic, Foreign branches/subsidiaries) and five
Associate Banks (State Bank of Bikaner & Jaipur, State Bank of Travancore, State Bank
of Mysore, State Bank of Hyderabad and State Bank of Patiala) combined
5.2 SBI State Bank of India (Domestic, Foreign branches/subsidiaries)

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5.3 SBG State Bank Group, including SBI, Banking and Non-Banking Subsidiaries and
Joint Ventures in India and outside India and existing and future
branches/offices/subsidiaries/joint ventures, including mergers, in India and/or outside
India.
5.4 Applicant/Bidder An eligible entity/firm submitting a Proposal/Bid in response to this
RFP.
5.5 BTS Business Transformation Specialist
5.6 Consultant/Successful bidder Selected Bidder under this RFP.
5.7 Proposal/Bid the Bidders written reply or submission in response to this RFP.
5.8 RFP the request for proposal (this document) in its entirety, inclusive of any addition/
modification/ clarification/ amendment/ corrigendum that may be issued by the Bank.
5.9 Consultancy Service Consultancy Service means all services, scope of work and
deliverables to be provided by a Bidder as described in the RFP and include services
ancillary to the services and other obligation of the Consultant covered under the RFP.
5.10 Contract means the Contract signed by the Parties and all the attached documents and
the Appendices, consequent to the completion of the proceedings as per the RFP.
5.11 Day means calendar day.
5.12 Parties Party or Parties means the SBI or Service provider or both as the case may be.
5.13 Personnel means professionals and support staff provided by the Consultant.
5.14 Proposal means the Technical Proposal and Commercial Proposal.
5.15 Assignment / job means the work to be performed by the Consultant pursuant to the
Contract.
5.16 Terms of Reference (TOR) means the document included in the RFP which explains
the scope of work, activities, tasks to be performed.
5.17 Project Cost - Project cost would be the total consideration that the Bank has to pay in
accordance with the payment schedule to complete the consultancy service as per the
terms of the RFP/contract.
5.18 Man month cost means the blended cost for Senior, Middle, and Lower level
consultants which Bank has to pay to complete the consultancy services as per the terms
of the RFP/contract.
5.19 TOC means Total cost of Operation(s).

6. Eligibility Criteria
Bid is open to all Bidders who fulfil the complete eligibility criteria as per Annexure B.

7. Scope of Work
7.1 Introduction
State Bank Group comprising of SBI, Banking and Non-Banking Subsidiaries and Joint
Ventures is the largest financial conglomerate of India. Number of customer touch points
for SBI is the largest among banks in India. However, the Bank is not able to capitalize
on this reach. The sales and marketing processes today, are not co-ordinated and focused.
Also, there is very limited focus to engage customers on various social media platforms.
Hence, the Bank intends to completely digitize its disparate sales and marketing processes
by implementation of CRM and IMPACT Platform, through Project IMPACT.

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State Bank of India Engagement of Business Transformation Specialist For Customer Relationship Management & Project IMPACT for State Bank Group

Project IMPACT is envisaged to augment cross selling and cross servicing opportunities
at the group level. The objective of IMPACT is to enable any authorised employee,
business partner, agent or associate (group representative henceforth) of any of SBG to
sell any product of the Group and service any request, complaint of any group entity
subject to regulatory guidelines.
Key benefits targeted are improved lead conversion ratio, lower customer acquisition
costs, create a positive brand impact, lower time required for customer service and
facilitate efficient and quick decision making for management through analytics and
reporting to name a few. Also, SBG intends to improve cross selling and cross servicing
across the group by leveraging its vast network. For implementation of Project IMPACT,
SBI has already identified a System Integrator and various solutions viz. CRM, MDM,
etc. With this RFP, SBI intends to identify a consultant as a Business Transformation
Specialist (BTS) for providing necessary Technical and Functional resources who will
supervise the overall implementation of Project IMPACT for a period of (18) eighteen
months. The Bank on its discretion may extend the engagement up to a maximum of six
months, on the same terms and conditions.

7.2 Proposed Solutions to be implemented across SBG as part of CRM & Project
IMPACT

As a part of implementation of CRM and Project IMPACT, following solutions would

be implemented across State Bank Group (SBG) over a period of two years:

i. Implementation of CRM solution at SBI (domestic branches/offices, foreign

branches/offices/subsidiaries), Associate Banks, SBI Life Insurance Company Limited
(SBI Life) and SBICAP Securities Limited (SSL)
ii. Implementation of IMPACT User Interface and MDM solution within SBG.
iii. Implementation of Analytics
iv. Implementation of other related technical solutions within SBG including but not limited
to the following:
a) Disk to Disk backup solution
b) Application Monitoring
c) Network and Application Security User Control Platform
d) IT DR and IT Business Continuity Management Automation
e) Data Archival
f) Electronic Operations Manual and Compliance System
g) Data Migration Solution
h) Service Assurance and Service Management Solution
i) Application Change Control Solution
j) Database Activity Monitoring
k) Data Loss Prevention
l) Sanovi Cloud Continuity 6.0 Virtual Machine Image-Lifecycle Bundle
m) Sanovi Cloud Continuity 6.0 Virtual Machine Database-Lifecycle Bundle
n) Sanovi Cloud Continuity 6.0 Virtual Advanced Replication-Lifecycle Bundle
o) Sanovi Cloud Continuity Module 6.0 License for CCM, Master server in Hi
availability mode, Enterprise edition

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p) Vmware vSphere Enterprise Edition

q) Vmware vCentre Standard Edition
r) Oracle Virtual Machine License
s) Comm Vault Intelli Snap License for Net App
t) Net App Snap Vault License
u) HP Load Runner for Performance Testing.

7.3 Scope of Work

SBI invites RFP from eligible bidders who have the necessary experience, capability and
expertise to provide consultancy services for the successful and timely implementation of CRM
& IMPACT in the SBG. The bidder would play a key role in assisting the Banks CRM
Department in monitoring and managing the project objectives. The consultant selected
through this RFP process would be engaged as the Business Transformation Specialist (BTS)
for CRM & IMPACT and would formulate the strategy, business plan and target operating
model in consultation with the Bank. Further, the BTS is expected to implement the strategy,
business plan and target operating model in conjunction/coordination with the Technology
Vendor / System Integrator appointed by the Bank. As a part of the RFP, the BTS is to provide
technical and functional specialists for monitoring and management of CRM & IMPACT. The
BTS is required to manage the end to end implementation and go-live of CRM, MDM,
IMPACT Platform & other peripheral applications which are part of CRM & IMPACT project
for the SBG as mentioned in 7.2 above. The Bidder is to provide end-to-end implementation
assistance to the Bank with post implementation reviews and corrective action
recommendations thereof throughout the entire project management life cycle period.

7.3.1 Deliverables
The selected bidder is expected to perform the following scope for project
management and governance:
i. Set up the Project Management Office (PMO) and framework comprising of:
(a) Project Management Plan in line with Implementation Plan
(b) Schedule Management Plan
(c) Periodic reports for monitoring and management of the project milestones
(d) Coordinate and manage schedule variance, dispute resolutions, etc.
(e) Validation of low level plan submitted by the System Integrator, test plan and test
cases through on-premises dedicated resources.
(f) Validation of training plan and monitoring its execution
(g) Providing expert guidance to ensure compliance required for the project e.g.
regulatory
(h) Providing expert professionals who shall draft internal policies, procedures,
processes for all the applications listed in section 2.1 above, ensure their
implementation, also conduct a self-assessment after implementation to ascertain
gaps and arrange for remedial actions.
(i) Project Quality Management procedures
(j) Configuration Management Plan
(k) Communication Management Plan
(l) Action Tracker

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State Bank of India Engagement of Business Transformation Specialist For Customer Relationship Management & Project IMPACT for State Bank Group

(m) Problem and Issue Management Tracker

(n) Risk Management Plan
(o) Training and Change Management
(p) All other activities that are necessary to complete the project within the scheduled
timeline and budget.

ii. Apply the relevant project management practices necessary for implementation of
the project in a timely and cost effective manner.
iii. Provide stipulated number of skilled resources with expertise in the area of project
management with the required technical-functional skills and experience in
different solution components of the project.
iv. Provide assistance to the Bank throughout the entire life cycle of the project
implementation by managing and reviewing the following indicative project
management deliverables during various phases of the project:
a) Control Specification Document
b) Business Process Document
c) Gap Assessment Document
d) Customization Strategy Document
e) User Acceptance Test Plan
f) Performance Benchmarking Report for proposed solutions
g) Data Migration Strategy Document
h) Training Material
i) Acceptance testing of proposed IT infrastructure components at DC and DRC
of all the entities which are part of the implementation
v. Conduct periodic reviews to ensure performance monitoring and improvement on
the defined project plan, reporting framework.
vi. Highlight issues / gaps / concern areas during the periodic reviews to ensure
corrective action.
vii. Assist the Bank in managing implementation phases including but not limited to
Pilot Site Roll Out, Final Roll Out, Training, Performance Benchmarking etc.
viii. Assist the Bank in closure of issues pending for resolution and manage schedule
variance, dispute resolutions etc.
ix. Review the resolution provided by the Vendor and offer solutions to the Bank
based on the industry best practices
x. Review the progress made in the implementation of the project vis a vis the
timelines (review frequency shall be suggested by the Bank)
xi. Track customization and gaps
xii. Monitor closure of gaps and customizations as per the Implementation Schedule.
xiii. Provide regular updates to the Project Steering Committee and the Board, as and
when required by the Bank
xiv. Participate in all technical and functional discussions relating to the project
xv. Provide expert resources who will draft and finalize the Policies, Processes,
Standard Operating Procedures, etc. required for implementation of all above
solutions. The expert group will also be required to make presentation to various

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stakeholders. These documents are required to be finalized within timeframe

stipulated by the Bank.
xvi. Provide resources who will prepare the Risk and Control assessments for all the
solutions which are part of CRM & Impact and advise mitigation plan to take care
of new risks.
xvii. Validation of test plan and test cases submitted by the System Integrator and other
partner vendors.
xviii. Validation of training plan submitted by the System Integrator and facilitate the
Bank in monitoring of its execution.
xix. Review of user manuals and documentation etc. of solution providers and suggest
improvements.
xx. Review of implementation timelines provided by the vendors based on investment
requirement, business case impact and priorities.
xxi. Identify and prioritize features rollout and module development as part of each
phase.
xxii. Define phases of business launch and rollout in markets taking into consideration
the implementation roadmap.
xxiii. Establish phase wise milestones with specified success metrics and key strategic
initiatives during each phase.
xxiv. Certify that the functional requirements as mentioned in RFP have been complied
with.
xxv. All solutions proposed by vendors are required to be scrutinized from all aspects
including information security and provide expert advice on all questions
/observations of the Information Security Department/User Acceptance Testing
Department for resolution.
xxvi. Ensure necessary compliance required for the project, e.g., regulatory, internal
policies, etc.
xxvii. Submit periodic reports for monitoring and management of the project milestones.
xxviii. Assess the regulatory environment (SEBI, RBI, IRDA, PFRDA, etc. and various
ministries/Government departments, etc.) and analyse the key changes being
considered and their implications on the project.
xxix. Ensure adherence of the following:
a. Bank's IT and Information Security policies.
b. Compliance requirements of RBI and other regulators.
c. Compliance requirements as per standards such as ISO 27001, PCI DSS, ISO
22301, etc. as applicable.
d. Government regulations such as IT Act, NCIIPC, etc.
xxx. Carry out Quality Audit of the project deliverables.
xxxi. All other activities that are necessary to complete the project within the scheduled
timeline and budget.

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7.3.2 To provide competent resources as specialists for CRM & Project IMPACT
a) The Bank expects a minimum number of 15 member team (one Project Director,
seven Project Managers & seven Project Team members). The bidder may provide
for additional specialised resources as per their assessment of the SOW.
b) As a part of scope of this RFP, the Bidder needs to provide competent technical
and functional resources for supervising and managing overall implementation of
proposed solutions for a period of eighteen months. The Bank expects a team of at
least fifteen persons (one Project Director, minimum seven Project Managers and
minimum seven Project team members) who shall be required to work from SBI
premises during the contract period. The Bidder may assign additional resources,
if deemed necessary. In addition to the resources who are onsite, the bidder will be
required to depute expert resources to handle specific requirements, as the project
demands. The Project Managers should have experience in CRM, MDM, DLP, IT
Security, Networking and Analytics.
c) The resources would be required to monitor and manage the implementation of the
proposed solutions, which are part of CRM & Project Impact, within the SBG,
including but not limited to SBI, Associate Banks, SBI Life, SSL, etc.
d) The Consultant shall mobilise and demobilise its Professional Personnel and
Support Personnel with the concurrence of the Bank and shall maintain the time
sheet / attendance sheet of the working of all Personnel in the Project Management
Office. These time sheets / attendance sheets shall be made available to the Bank
as and when asked for and a copy of such record shall be submitted to the Bank at
the end of each calendar month.
e) The team composition submitted in response to this RFP shall remain the same and
will not be altered later in any manner. The Bank will not consider substitution of
professional staff during the Agreement period unless both parties to the
Agreement agree that undue delay makes such substitution unavoidable or for
reasons such as death or medical incapacity or if the professional staff has left the
organization. Any proposed substitute shall have equivalent or better qualifications
and experience than the original candidate and be submitted by the Consultant
within the period of time specified by the Bank. Such substitution shall only be
effected with prior written approval of the Bank.
f) Bank will evaluate the replacement and only if the Bank is satisfied will it accept
the change. Acceptance and rejection of any personal would be at the sole
discretion of the Bank and binding on the successful Bidder
g) The Bank shall have the unfettered right to seek any information from the
successful Bidder about such member of the team who is not available due to
reasons beyond the control of the Bidder.

7.3.3 Meetings
The Bank may review with the Consultant, any or all of the documents and advices
forming part of the Consultancy, in meetings and conferences which will be held at the
location(s) communicated by the Bank. Further, the Consultant may be required to
attend meetings and conferences with System Integrators or the Original Equipment
Manufacturers or other partners of SBI in the Project. Cost of

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travel/accommodation/boarding for visits to other locations in India, if any, would be

mutually agreed on a case to case basis and would be paid extra based on actuals. No
reimbursements for local travel to meetings in Mumbai/Navi Mumbai would be
payable.

7.3.4 Fee Structure & Payment Schedule

Fees will be linked to the deliverables and outcomes of the project as per below
structure:
i. 3% (three percent) of the contract value to be paid in arrears after every month
for 18 (eighteen) months
ii. 5% (five percent) on the on roll out of CRM Sales module across all the Circles
iii. 5% (five percent) on roll out of CRM Service module across all the Circles
iv. 5% (five percent) on roll out of CRM Marketing module across all the Circles
v. 5% (five percent) on roll out of CRM across all SBI Foreign Offices (all
modules)
vi. 5% (five percent) on roll out of CRM across SBI Life (all modules)
vii. 5% (five percent) on roll out of CRM across SSL (all modules)
viii. 5% (five percent) on roll out of MDM Solution across the SBG
ix. 5% (five percent) on roll out of Impact User Interface and other solutions across
the SBG
x. Final 6% (six percent) on successful and timely completion of the project
deliverables, submission of reports & policies, and full compliance of scope of
work of the consultancy to the satisfaction of the Bank.
Note: CRM solution modules would be deemed completed after roll out of all the sub-
modules of each of the modules. List of the sub-modules for each CRM module is
defined in Annexure B. The Banks decision in this regard would be final and binding
to the successful bidder.
7.3.5 Completion of Services
All the reports and outputs shall be compiled and submitted by the Consultant to the
Bank in soft form apart from the reports indicated in the Deliverables (section 7.3.1).
The reports and outputs shall remain the property of the Bank and shall not be used
for any purpose other than that intended under the S c o p e o f W o r k without
the permission of the Bank. The Consultancy shall stand completed on acceptance by
the Bank of all the Deliverables of the Consultant and successful and timely
completion of Project CRM & Impact to the satisfaction of the Bank. The Bank
shall issue a certificate to that effect. The Consultancy shall in any case be deemed
to be completed upon expiry of 18 (Eighteen) months from the effective d ate. The
Bank may, however, at its sole discretion extend the engagement up to a maximum
of six months, on the same terms and conditions.

8. Disclaimer
8.1 The information contained in this RFP document or information provided subsequently
to bidder(s) or applicant(s) whether verbally or in documentary form/ email issued for
the eligible and interested bidders, by or on behalf of State Bank of India, is provided
on the terms and conditions set out in this document and all other terms and conditions

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subject to which such information is provided. The purpose of this RFP document is to
provide the Bidder(s) with information to assist the formulation of their Proposals. This
RFP document does not purport to contain all the information that a Bidder may require.
This RFP document may not be complete in all respects, and it is not possible for the
Bank and their employees to consider the business / investment objectives, financial
situation and particular needs of each Bidder, who reads or uses this RFP document.
Each Bidder should conduct its own investigations and analysis and should check the
accuracy, reliability and completeness of the information in this RFP document and
wherever necessary they should obtain independent advice from appropriate sources.
The Bank may, in their absolute discretion, but without being under any obligation to
do so, update, amend or supplement the information in this RFP document.
8.2 The Bank, its employees and advisors make no representation or warranty and shall
have no liability to any person, including any Applicant or Bidder under any law,
statute, rules or regulations or tort, principles of restitution or unjust enrichment or
otherwise for any loss, damages, cost or expense which may arise from or be incurred
or suffered on account of anything contained in this RFP or otherwise, including the
accuracy, adequacy, correctness, completeness or reliability of the RFP and any
assessment, assumption, statement or information contained therein or deemed to form
part of this RFP or arising in any way for participation in this Bid Stage.
8.3 This RFP is neither an agreement nor an offer by the Bank, but an invitation for
responses to the issues pertaining to consultancy service by SBI as contained in Section-
7 of this document. No contractual obligation on behalf of the Bank, whatsoever, shall
arise from the RFP process unless and until a formal agreement is signed and executed
by duly authorized officers of the Bank and the finally selected Bidder. It may be noted
that issuance of RFP does not confer any right to be invited to participate further in the
implementation of CRM & Project Impact for State Bank Group, and the Bank shall
have unfettered rights and discretion in its decision regarding such matters and
finalisation or completion of further steps in respect of the RFP.
8.4 The Bidders, by accepting this document, agree that any information contained herein
may be superseded by any subsequent written information on the same subject made
available to the recipient or any of their respective officers or published in the Banks
website. It is also understood and agreed by the Bidder/s that decision of the Bank
regarding selection of the Bidder will be final and binding on all concerned. No
correspondence in this regard, verbal or written, will be entertained.
8.5 The Bank reserves the right to amend, modify, vary, add, delete, accept or cancel, in
part or full, any condition or specification of all proposals / orders / responses, without
assigning any reason thereof before evaluation of technical bids. Each Bidder shall be
entirely responsible for its own costs and expenses that are incurred while participating
in the RFP, presentations and contract negotiation processes.
8.6 The Bank reserves the right at the time of award of contract to increase or decrease, the
scope of work without any change in price, other terms and conditions.
8.7 Notwithstanding anything contained in the RFP Document, the Bank reserves the right
to accept or reject any response and to annul the process and reject all responses at any
time prior to execution of the agreement with the Bidder to whom the contract is finally

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awarded, 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 the Banks
decision.
8.8 The Bank reserves the right to cancel the entire process at any stage at its sole discretion
without assigning any reason thereof.
8.9 It shall be the duty and responsibility of the Bidders to ensure themselves about the
legal, statutory and regulatory authority, eligibility and other competency of them to
participate in this RFP and to provide any and all the services and deliverables under
the RFP to the Bank.
8.10 Subject to any law to the contrary, and to the maximum extent permitted by law, SBI
and its Directors, officers, employees, Consultants, agents, and advisors disclaim all
liability from any loss or damage suffered by any person acting or refraining from
acting because of any information including forecasts, statements, estimates, or
projections contained in this RFP document or conduct ancillary to it whether or not
the loss or damage arises in connection with any omission, default, lack of care or
misrepresentation on the part of SBI or any of its officers, employees, Consultants,
agents or advisors.

9. Performance Bank Guarantee (BG)

9.1 The selected bidder would be required to submit a Bank Guarantee to the Bank for an
amount equivalent to 10% of the Project Cost (amount payable to the consultant)
within 30 days from the selection of the successful bidder. The BG will be valid for
period of 18 (eighteen) months (with claim period of 03 (three) months after its expiry)
and such other extended period as the Bank may decide for due fulfilment of the project
obligations.
9.2 The BG should be issued by any scheduled commercial bank, other than SBI and its
Associate Banks. A format for BG is attached as per Annexure H.
9.3 The Performance Bank Guarantee is required to protect the interest of the Bank against
the risk of non-performance of the Consultant in respect of successful completion of
the contract which may warrant the invoking of BG, further, if any act of the Consultant
results in imposition of Liquidated Damages, the Bank reserves the right to invoke the
submitted Performance Bank Guarantee.

10. Bidding Document

10.1 Cost of Bidding: The Bidder shall bear all costs associated with the preparation and
submission of its bid including cost of presentation(s), etc. Bank will not be responsible
or liable for these costs, regardless of the conduct or outcome of the bidding process.
10.2 Content of Bidding Document
10.2.1 The bidding document provides overview of the requirements, bidding procedures and
contract terms. It includes Introduction, Instructions to Bidder, and Terms & Conditions
of Contract, Eligibility Criteria, Technical Bid and Commercial Bid. The bidder must
conduct its own investigation and analysis regarding any information contained in this
RFP document, its meaning and impact of that information.

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10.2.2 The Bidder is expected to examine all instructions, statements, terms and specifications
in the bidding document. Failure to furnish all information required by the bidding
documents or submission of bid not responsive to the bidding documents in every
respect will be at the Bidders risk and may result in rejection of its bid. SBI has made
considerable effort to ensure that accurate information is contained in this RFP and is
supplied solely as guidelines for Bidders. Furthermore, during the RFP process, SBI
has disclosed or will disclose in the RFP and corrigendum/addenda, available
information relevant to the Scope of Work to the extent, detail, and accuracy allowed
by prevailing circumstances. Nothing in this RFP or any addenda is intended to relieve
Bidders from forming their own opinions and conclusions in respect of the matters
addressed in this RFP or any addenda.
10.3 Clarifications& Amendments
10.3.1 If deemed necessary the Bank may seek clarifications on any aspect from the bidder.
However that would not entitle the bidder to change or cause any change in the
substances of the bid already submitted or the price quoted. The bidder may be asked
to give presentation for the purpose of clarification of the bid.
10.3.2 The Bidder requiring any clarification of the bidding documents may obtain the same
by submitting written queries on or before 29.12.2016 by 3.00 pm to
[email protected]. and cc to [email protected], [email protected]
in the excel Format furnished at Annexure L.
10.3.3 At any time prior to the deadline for submission of bids, SBI reserves the right to modify
the bidding document by amendment.
10.3.4 Any clarification issued by SBI will be in the form of an addendum/ corrigendum and
will be uploaded in SBIs website https://www.sbi.co.in. The amendment / corrigendum
will be binding on bidders. SBI, at its discretion, may extend the deadline for
submission of bids in order to allow prospective bidders a reasonable time to take the
amendment / corrigendum into account, or for any other reason.

11. Bidding Process

11.1 The bids shall be submitted in two separate sealed envelopes, one containing Technical
Bid and the other Indicative Commercial Bid, both to be submitted together in one
envelope. All details with the relevant information / documents / acceptance of all terms
and conditions strictly as described in this RFP will have to be submitted. In the first
stage, only TECHNICAL BID will be opened and evaluated. Bidders satisfying eligibility
criteria and agreeing to comply with all terms and conditions specified in this document
will be evaluated for technical specifications. The Bank reserves the right to determine
the parameters of the technical evaluation and modify the same at any stage.
11.2 The Bidder should be willing to participate in the online reverse auction to be conducted
by Banks authorized service provider on behalf of the Bank. Eligible bidders, if required,
will be trained by Banks authorized service provider for this purpose. Bidders should
also be willing to abide by the e-business rules for reverse auction framed by the Bank /
Authorised service provider. The details of e-business rules, processes and procedures
will be provided to the technically qualified bidders.

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11.3 While submitting the bid, the Bidder is required to comply with inter alia the following
CVC guidelines detailed in Circular No. 03/01/12 (No.12-02-6 CTE/SPI (I) 2 / 161730
dated 13.01.2012). Commission has decided that in all cases of procurement, the
following guidelines may be followed:
i. In a tender, either the bidder on behalf of the Principal or Principal itself can bid but
both cannot bid simultaneously for the same item/product in the same tender. The
reference of item/product in the CVC guidelines refer to the final solution that
bidders will deliver to the customer.
ii. If a bidder submits bid on behalf of the Principal, the same bidder shall not submit a
bid on behalf of another Principal in the same tender for the same item/product.

11.4 Presentation-cum-interview
The short listed bidders will be asked to make a presentation before the selection
committee of the Bank on the approach and methodology, time frame for various
activities, strengths of the bidders in implementation of the proposed activity/relevant
used cases in the Bank. The technical capability of the bidders shall clearly reflect
during the presentation-cum-interview. Bids of those bidders who fail to attend the
presentation-cum-interview and make the presentation would be eliminated from
selection process at the discretion of the Bank.

12. Preparation and Submission of Bids

12.1 The bids prepared by the bidder and all correspondence and documents relating to bids
exchanged by the bidder and purchaser must be written in English.

12.2 The Bidders must provide individual and factual replies to specific questions asked in
the RFP.

12.3 Technical bid

The Technical bid should comprise of one hard copy and one soft copy (Word format).
Hard copy of technical bid should be a complete document and placed in a sealed
envelope super-scribed as TECHNICAL BID. The soft copy of the technical bid
should be submitted on a CD sealed in an envelope marked as SOFT COPY OF
TECHNICAL BID. These two sealed envelopes should be placed in a single sealed
envelope superscripted as Technical Bid for Engagement of Business Transformation
Specialist for Customer Relationship Management & Project Impact for State Bank
Group.

The technical bid should consist of the following:

a) Earnest Money Deposit as specified in this document
b) A letter on Bidders letterhead mentioning:
i. Details of EMD submitted, technical competence and experience of the Bidder
ii. Certifying that the period of the validity of the bid is 180 days from the target
date of submission of bid

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iii. Confirming that the Bidder has quoted for all the items/services mentioned in
the bid in their commercial bid
iv. Supporting documents in respect of Eligibility Criteria as mentioned in Section
6 of this document.
c) Bidders information as per Annexure C on Bidders letter head
d) Certified copies of audited financial statements (and Annual reports, if applicable) for
the last three financial years (2015-16, 2014-15 and 2013-14)
e) Certificate from Bidders Statutory Auditors in original providing profit details for the
last three years, viz. 2015-16, 2014-15 and 2013-14.
f) A copy of board resolution or power of attorney showing that the signatory has been
duly authorized to sign the tender documents.
g) Response to all the points which will be considered for technical evaluation.
h) All other Annexures as applicable
i) Any other information considered relevant.

12.4 Indicative Commercial Bid

12.4.1 Bidder should submit indicative commercial bid as per Annexure F of the bid
document. Indicative Commercial Bid should comprise of one hard copy and one soft
copy (Word/Excel format). Hard copy of commercial bid should be a complete
document and placed in a sealed envelope super-scribed as INDICATIVE
COMMERCIAL BID. The soft copy of the commercial bid should be submitted on a
CD/DVD sealed in an envelope marked as SOFT COPY OF INDICATIVE
COMMERCIAL BID. These two sealed envelopes should be placed in a single sealed
envelope super scribed as Indicative Commercial Bid for Engagement of Business
Transformation Specialist for Customer Relationship Management & Project Impact
for State Bank Group.
12.4.2 It should contain the indicative commercial quote covering the total fees / cost for the
assignment. The bid should be for an overall amount for the entire project duration of
18 months.
12.4.3 The amount quoted should include all costs such as professional fees, consultancy fees,
travel expenses, lodging, boarding, administrative charges and all taxes/duties etc. Bank
will not reimburse any other expenses other than what is quoted in the commercial bid.
12.4.4 The financial proposal shall not include any conditions attached to it and any such
conditional financial proposal shall be liable for rejection. Payment will be made after
deducting Tax Deductible at Source as per applicable Tax Laws.
12.4.5 Man month cost (blended cost for Senior, Middle, Lower level consultants) may be
quoted as an optional item. However, this rate will not be considered for evaluation
purpose. Bank, at its discretion, may utilize the services of the consulting firm for other
related works at this rate, if such need arises.
12.4.6 The bids should be submitted in two separate envelopes one for Technical Bid (super
scribed as Technical bid for Engagement of Business Transformation Specialist for
Customer Relationship Management & Project Impact for State Bank Group) and
other for Commercial Bid super scribed as Indicative Commercial bid for Engagement
of Business Transformation Specialist for Customer Relationship Management &

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Project Impact for State Bank Group. Both the above mentioned envelops will be
sealed in an outer envelope which will bear the address of the Bank, RFP Notice
number, Consultancy name and the name and address of the Applicant. It shall bear on
top, the following: Do not open, except in presence of the Authorised Person of the
Bank. If the envelope is not sealed and marked as instructed above, the Bank assumes
no responsibility for the misplacement or premature opening of the contents of the
Proposal submitted and consequent losses, if any, suffered by the Applicant.

12.5 Bid Prices

The prices should be specified only in Indicative Commercial Bid and must not
be specified at any other place in the bid document. The quotes prices and taxes &
statutory levies such as Service Tax, VAT/ Central Sales Tax, Octroi, NMMC cess
etc. should be specified separately.

12.6 Revealing of Prices

The rates and/or prices in any form or for any reasons should not be disclosed in the
technical or other parts of the bid except in the commercial bid. Failure to do so
make the bid liable to be rejected. Before opening of commercial bid, if price
revision is envisaged by the bank, revised commercial bid may be required to be
submitted in a separate sealed envelope.

12.7 Validity of Bids

Bid shall remain valid for 180 days from the last date for submission of Bid. A bid
valid for shorter period is liable to be rejected. The bidder may require giving
consent for the extension of the period of validity of the bid beyond initial 180 days,
if so desired by the Bank in writing or by fax. Refusal to grant such consent would
result in rejection of bid without forfeiture of EMD. However, any extension of
validity of bids will not entitle the bidder to revise/modify the bid document.

12.8 Bid Integrity

Wilful misrepresentation of any fact within the Bid will lead to disqualification of
the bidder and the cancellation of the contract without prejudice to other actions
that Bank may take. Redistribution of the bid by the bidder or disclosure of any
information to third parties could result in disqualification of the bidder. All the
submission, including any accompanying documents, will become property of SBI.
The bidders shall be deemed to license, and grant all rights to SBI, to reproduce the
whole or any portion of their consultancy services for the purpose of evaluation, to
disclose the contents of submission to other bidders and to disclose and/or use the
contents of submission as the basis for RFP process.

12.9 Format and Signing of Bid

(1) The bidder should prepare submission matching the minimum eligibility criteria,
Technical Bid, Indicative Commercial Bid and other requested information.

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(2) All pages of the Bid document should be serially numbered and shall be signed by
the authorized person(s) only. The person(s) signing the bid shall sign all pages of
the bid and rubber stamp should be affixed on each page except for an un-amended
printed literature. The bidder should submit a copy of board resolution or power of
attorney showing that the signatory has been duly authorized to sign the tender
document.
(3) Any interlineations, erasures or overwriting shall be valid only if the person(s)
signing the bid sign(s) them.
(4) In case of any discrepancies between hard and soft copy, the hard copy will be
considered as base document.
(5) Bid should be typed and submitted on A4 size paper, spirally bound securely and in
serial order. Bidders responding to this RFP shall submit covering letter included
with the bid and compliance certification statement required for submission of a
proposal.

12.10 Last date of receipt of bids

The bid should be addressed to the Deputy General Manager (CRM) at following
address up to the time and date mentioned at Bid details (para 1):

Deputy General Manager (CRM)

State Bank of India, Global IT Centre,
CRM Department,
3rd Floor, Kapas Bhawan,
Plot no. 3 A, Sector 10,
CBD Belapur, Navi Mumbai 400614

In the event of the target date for the receipt of bids being declared as holiday for the
Bank, the bids will be received till the target time on the next working day. The Bank
may at its discretion extend the bid submission date. The modified target date & time
will be notified on the web site of the Bank.

12.11 Bid Currency

Prices shall be expressed in Indian National Rupees only.

12.12 Late Submission of bids

Any bid received by the Bank after target date and time prescribed at Bid details will
be rejected and /or returned unopened to the bidder at his risk and responsibility.

12.13 Withdrawal of Bids

No bid may be withdrawn in the interval between the deadline for submission of bids
and the expiration of period of bid validity.

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13. Opening and Evaluation of Bids

13.1 Opening of Technical Bid
All the Bids will be opened at the date, time & locations mentioned under the clause
Bid Details. The technical bids will be opened in the presence of representatives of the
bidders who choose to attend.
13.2 Evaluation Process
13.2.1 Preliminary examination
The bids will be examined by the Bank to determine whether they are complete and
whether required bid security has been furnished. A bid determined as not
substantially responsive will be rejected. The Bank may, at its discretion waive any
minor non conformity or irregularity in a bid which does not constitute a material
deviation.
After opening of the technical bids and preliminary examinations, only the
shortlisted candidates will be considered for opening of the commercial bid. The
bidders may be asked to make presentation of the solution/services offered by them.
Any effort on the part of bidder to influence bid evaluation process or award of
contract may result in the rejection of the bid.

13.2.2 Technical Evaluation Process

Detailed technical evaluation will include, scrutiny of minimum eligibility criteria
(as mentioned in Annexure B) and technical information submitted as per
Technical Bid format (Annexure D) and responsiveness to the Terms of Reference.
Criteria, sub-criteria and point system for evaluation to be followed as per
Annexure E
Bank may decide to seek more information from the bidders in order to normalize
the bids. In such cases, the bidders will be notified separately if such normalization
exercise is made part of the technical evaluation process.
Bids meeting the eligibility criteria and found qualified in the technical evaluation
shall be qualified for commercial bid opening & evaluation. The bidder should use
its tools/utilities/simulators to demonstrate the features laid in the RFP / evaluation
criteria.
Arriving at final score on technical proposal of the short listed companies/firms
after presentation-cum-interview.
While the technical score carries a weight of 70 percent, the commercial score
carries a weight of 30 percent. Based on the scoring stipulated in the table furnished
in Annexure E, bidders complying with the following would be considered for
Commercial Bid Evaluation Process:
Bidders achieving the minimum passing mark by each individual evaluation
parameter from Sr. No.1 (one) to 4 (four) as furnished in Annexure E
And
Bidders scoring a minimum of 75% (375 out of 500 marks) score based on the
detailed evaluation in Technical Proposal Evaluation.
Bidders scoring less than 75% mark (minimum cut-off score = 375) out of 500
marks in the technical evaluation after presentation-cum-interaction round, will not

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be considered for the selection process. Once the technical process is completed,
the bidders who score equal to or more than the minimum cut-off score will be
considered for commercial evaluation.

13.2.3 Commercial Evaluation

The commercial evaluation will be carried out only for those bidders who have
qualified in the Technical Evaluation. The format for quoting Indicative
Commercial Bid / Commercial Bid is set out in Annexure F. The commercial offer
should consist of comprehensive cost for required consultancy services. Bidder
must provide detailed cost breakdown, for each and every category mentioned in
the commercial bid.

13.2.4 Combined Techno-Commercial Evaluation

i. Bids will be evaluated as per Combined Quality Cum Cost Based System. The
Technical Bids will be allotted weightage of 70% while Commercial Bids will be
allotted weightage of 30%.
a. Indicative Commercial bids of only those bidders who qualify the technical
evaluation shall be opened. Indicative Commercial bids of the other bidders
shall not be opened and their Earnest Money Deposit shall be returned.
b. The bidders will have to submit the Indicative Commercial bid in the
attached format as specified in Annexure F. The Bidder is expected to
submit the Indicative Commercial bid inclusive of the applicable taxes.
c. The Bidder is expected to provide Total Cost of Operations (TCO) for the
purpose of commercial evaluation. TCO shall comprise the costs that Bidder
shall charge to the Bank for the duration of the contract, i.e. eighteen months
or any extension of the contract as deemed appropriate by the Bank..
d. The technical scores of the bidders who qualify technical evaluation shall
not be disclosed to the qualified bidders.
e. Bidders should provide indicative price only as there will be a Reverse
Auction
f. After opening of Indicative Commercial Bid, Bank will go for a Reverse
Auction. All technically qualified bidders will be notified to participate in
Reverse Auction process. Technically qualified bidders that choose not to
participate in the Reverse Auction process will be disqualified from entire
evaluation process
g. As part of the Reverse Auction process, Bidder shall provide commercials
for the resources as submitted by the Bidder in this RFP.
h. Post Reverse Auction, bidders need to submit the revised Commercial Bid
in the format specified in Appendix 2. This needs to be done within 48 (forty
eight) hours of completion of Reverse Auction.
i. On completion of Reverse Auction process, technically qualified Bidder
with the lowest Commercial Bid would be declared as CLOW.
j. The Technically Qualified Bidder with the highest technical score after
scrutiny and normalization would be declared as THIGH
k. The techno-commercial score shall be calculated as follows:
Total Score = (CLOW / C)*0.3 + (T / THIGH)*0.70.

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Here C and T are the commercial and technical scores of the respective
bidders.
For example: In a techno commercial evaluation weightage for technical
consideration is 70% and weightage for cost is 30%.
Three vendors namely A, B and C participated in the bid process and their
technical scores are as under:
A=60, (sixty), B=80 (eighty), C= 100 (hundred)
After converting them into percentile, we get
A= (60/100)*100 = 60 (sixty)
B= (80*100)*100= 80 (eighty)
C= (100/100)*100=100 (hundred)
The quoted prices for Vendor are as under:
A= INR 8000 (eight thousand), B= INR 9000 (nine thousand), C= INR10000
(ten thousand)
After e-reverse auction process, the final cost (lower cost quoted in e-reverse
auction or price bid, in this case its INR 8000) quoted by the bidders
converted into percentile score shall be as under:
A = (8000/8000)*100 = 100 (hundred)
B= (8000/9000)*100 = 89 (eighty nine)
C= (8000/10000)*100 = 80 (eighty)
As the weightage for technical parameter and cost are 70% and 30%
respectively, the final scores shall be calculated as under:
A= (60*0.7) + (100*0.3) = 72
B= (80*0.7) + (89*0.3) = 82.7
C= (100*0.7) + (80*0.3) = 94
Hence, C (being highest score) would be considered as the winner and
would be named as successful Bidder.
l. The contract/agreement will be based on bidders offer document with all its
enclosures, modifications arising out of clarifications, etc. and will include
Service Level Agreement (SLA) (furnished in Annexure K), project plan
phases & milestones and schedule, copies of all necessary documents,
licenses, certifications etc.
m. The Bank reserves the right to stipulate, at the time of finalization of the
contract, any other document(s) to be enclosed as a part of the final contract]
n. 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.
o. Bank will notify the name of the Successful Bidder.
p. Commercial bid evaluation shall be considered as below in case of any kind
of discrepancy:
i. If there is a discrepancy between words and figures, the amount in
words shall prevail
ii. If there is a discrepancy between percentage and amount, the amount
calculated as per the stipulated percentage basis shall prevail
iii. If there is discrepancy between unit price and total price, the unit
price shall prevail
iv. If there is a discrepancy in the total, the correct total shall be arrived

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at by Bank
v. In case the Bidder does not accept the correction of the errors as
stated above, the bid shall be rejected.

14. Award & Signing of Contract

14.1 Award of Consultancy (Purchase Order): After selection, a Purchase Order
(PO) shall be issued, in duplicate, by the Bank to the Successful Applicant / Bidder
and the Successful Applicant / Bidder shall, within 5 (five) days of the receipt of the
P O , sign and return the duplicate copy of the P O in acknowledgement thereof. In
the event the duplicate copy of the PO, duly signed by the Successful Applicant /
Bidder, is not received by the stipulated date, the Bank may, unless it consents to
extension of time for submission thereof, appropriate from the Bid Security of such
Applicant / Bidder, pre-estimated loss and damage suffered by the Bank on account of
failure of the Successful Applicant / Bidder to acknowledge the PO.
14.2 The successful bidder shall be required to enter into a contract/SLA with the Bank,
within 15 days of the award of the tender or within such extended period as may be
decided by the Bank along with the letter of acceptance, Performance Bank Guarantee
and other terms and conditions as may be determined by the Bank to be necessary for
the due performance of the work in accordance with the Bid and acceptance thereof.
14.3 Copy of Board Resolution or Power of Attorney showing that the signatory has been
duly authorized to sign the acceptance letter and contract should be submitted.
14.4 The Consultant shall commence the Services as envisaged in SOW within 5 (five)
days of the date of the Agreement, or such other date as may be mutually agreed. If
the Consultant fails to either sign the Agreement or commence the assignment within
the specified time, the Bid Security of the first ranked Applicant / Bidder shall be
forfeited and appropriated.
14.5 The contract/agreement will be based on bidders offer document with all its enclosures,
modifications arising out of negotiation /clarifications etc. and will include SLA,
project plan - phases& milestones and schedule, copies of all necessary documents,
licenses, certifications etc.
14.6 The Bank reserves the right to stipulate, at the time of finalization of the contract, any
other document(s) to be enclosed as a part of the final contract.
14.7 SBI and the selected bidder shall finalise the terms of contract to be executed through
mutual discussions. SBI shall have the right not to enter into the contract with the
Bidder if the Bidder is unable to provide the professional staff assured in the Technical
Proposal. In such an eventuality, SBI reserves the right to reject the proposal and
consider the next best respondent.
14.8 Proprietary data: All documents/information provided by the Bank or submitted by
an Applicant / Bidder to the Bank shall remain or become the property of the Bank.
Applicants / Bidders and the Consultant, as the case may be, are to treat all
information as strictly confidential. The Bank will not return any Proposal or any
information related thereto. All information collected, analysed, processed or in
whatever manner provided by the Consultant to the Bank in relation to the Consultancy
shall be the property of the Bank.
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15. Subcontracting
15.1 As per scope of the RFP, subcontracting is explicitly prohibited for the present RFP.

16. Conflict of Interest

16.1 An Applicant / Bidder shall not have a conflict of interest that may affect the Selection
Process or the Consultancy (the Conflict of Interest). Any Applicant / Bidder found
to have a Conflict of Interest shall be disqualified. In the event of disqualification, the Bank
shall forfeit and appropriate the Bid Security as mutually agreed towards genuine pre-
estimated compensation and damages payable to the Bank for, inter alia, the time,
cost and effort of the B a n k including consideration of such Applicants Proposal,
without prejudice to any other right or remedy that may be available to the Bank
hereunder or otherwise. It is further clarified that:

16.1.1 The Bank requires that the Consultant provides professional, objective, and
impartial advice and at all times holds the Banks interests paramount, avoids
conflicts with other assignments or its own interests, and acts without any
consideration for future work.

16.1.2 The Consultant shall not accept or engage in any assignment that would be in
conflict with its prior or current obligations to other clients, or that may place
it in a position of not being able to carry out the assignment in the best interests
of the Bank.

16.1.3 An Applicant / B i d d e r shall be deemed to have a Conflict of Interest

affecting the Selection Process, if:
Such Applicant or its Associate receives or has received any direct or
indirect subsidy or grant from any other Applicant or its Associate; or
A constituent of such Applicant is also a constituent of another Applicant;
or
Such Applicant has the same legal representative for purposes of this
Application as any other Applicant; or
Such Applicant has a relationship with another Applicant, directly or
through common third parties, that puts them in a position to have access
to each others information about, or to influence the Application of either
or each of the other Applicant; or
There would be conflict among the proposed project and other consulting
assignments of the Applicant (including its personnel and Sub-consultant)
and any s u b s i d i a r i e s or entities controlled by such Applicant or
having common controlling shareholders. The duties of the Consultant will
depend on the circumstances of each case. While providing consultancy
services to the Bank for this particular assignment, the Consultant shall not
take up any assignment that by its nature will result in conflict with the
present assignment; or

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A firm which has been engaged by the Bank to provide goods or works
or services for a project, and its Associates, will be disqualified from
providing consulting services for the same project save and except as
provided herein; conversely, a firm hired to provide consulting services for
the preparation or implementation of a project, and its Members or
Associates, will be disqualified from subsequently providing goods or
works or services related to the same project; or
the Applicant, its Member or Associate (or any constituent thereof), and the
bidder, if any, for the Project, its contractor(s) (s) or sub-contractor(s) (or
any constituent thereof) have common controlling shareholders or other
ownership interest; provided that this disqualification shall not apply in
cases where the direct or indirect shareholding or ownership interest of an
Applicant, its Member or Associate (or any shareholder thereof having a
shareholding of more than 5% (five per cent) of the paid up and subscribed
share capital of such Applicant, Member or Associate, as the case may
be,) in the bidder or Concessionaire, if any, or its contractor(s) or sub-
contractor(s) is less than 5% (five per cent) of the paid up and subscribed
share capital of such Applicant or its contractor (s) or sub-contractor (s); For
the purposes of this sub-clause (h), indirect shareholding shall be computed
in accordance with the provisions of sub-clause (a) above.
For purposes of this RFP, Associate means, in relation to the Applicant,
a person who controls, is controlled by, or is under the common control
with such Applicant (the Associate). As used in this definition, the
expression control means, with respect to a person which is a
company or corporation, the ownership, directly or indirectly, of more
than 50% (fifty per cent) of the voting shares of such person, and with
respect to a person which is not a company or corporation, the power
to direct the management and policies of such person by operation of law
or by contract.
An Applicant eventually appointed to provide Consultancy for this
Project, and its Associates, shall be disqualified from subsequently
providing goods or works or services related to the Project and any breach
of this obligation shall be construed as Conflict of Interest; provided that
the restriction herein shall not apply after a period of 5 (five) years from
the completion of this assignment or to consulting assignments granted by
banks/ lenders at any time; provided further that this restriction shall not
apply to consultancy/ advisory services performed for the B a n k in
continuation of this Consultancy or to any subsequent consultancy/ advisory
services performed for the Bank in accordance with the rules of the Bank.
For the avoidance of doubt, an entity affiliated with the Consultant shall
include a partner in the Consultants firm or a person who holds more
than 5% (five per cent) of the subscribed and paid up share capital of
the Consultant, as the case may be, and any Associate thereof.

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17. Patent Rights

17.1 For any licensed material used by the consultant for performing services or developing
study for the Bank, the consultant should have right to license for the outsourced
services or third party. Any license or Intellectual Property Rights (IPR) violation on
the part of Consultant / Sub-Consultant should not put the Bank at risk. The bank should
reserve the right to audit the license usage of the consultant.
17.2 The consultant shall, at their own expenses, defend and indemnify the Bank against all
third party claims or infringement of intellectual Property Right, including Patent,
trademark, copyright, trade secret or industrial design rights arising from use of the
products or any part thereof in India or abroad. In case of violation/infringement of
patent/trademark/copyright/ trade secret or industrial design, the consultant shall
immediately take appropriate steps for averting such violation/infringement.
17.3 The consultant shall expeditiously extinguish any such claims and shall have full rights
to defend it there from. If the Bank is required to pay compensation to a third party
resulting from such infringement, the consultant shall be fully responsible therefore,
including all expenses and court and legal fees.
17.4 The Bank will give notice to the consultant of any such claim without delay, provide
reasonable assistance to the consultant in disposing of the claim, and shall at no time
admit to any liability for or express any intent to settle the claim.
17.5 The Bank shall have absolute unqualified right title and ownership over all the
deliverables, solutions and other products/services delivered by the consultant
consequent to the completion of the project or among work done in accordance with
the contract. The study outputs shall remain the property of the Bank and shall not be
used for any purpose other than intended under the scope of work without the
permission of the Bank.

18. Limitation of Liability

18.1 For breach of any obligation mentioned in this agreement, subject to clause 18.3, in no
event Service Provider shall be liable for damages to the Bank arising under or in
connection with this Agreement for an amount exceeding the total Project Cost.
18.2 Service Provider will ensure Banks data confidentiality and shall be responsible for
liability arising in case of breach of any kind of security and/or leakage of confidential
customer/Banks related information to the extent of loss so caused.
18.3 The limitations set forth in Clauses 18.1 shall not apply with respect to:
(i) claims that are the subject of indemnification pursuant to Clause 8 (Intellectual
Property Rights);
(ii) damage(s) occasioned by the gross negligence or willful misconduct of
Service Provider;
(iii) damage(s) occasioned by Service Provider for breach of confidentiality
obligations mentioned under this agreement;
(iv) Loss/Damages suffered by the Bank due to Non-Compliance of Statutory or
Regulatory Guidelines by Service Provider;
(v) when a dispute is settled by the Court of Law in India.

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19. Powers to Vary or Omit Work

19.1 No alterations, amendments, omissions, additions, suspensions or variations of the
work (hereinafter referred to as variation) under the contract shall be made by the
successful bidder except as directed in writing by Bank. The Bank shall have full
powers, subject to the provision herein after contained, from time to time during the
execution of the contract, by notice in writing to instruct the successful bidder to make
any variation without prejudice to the contract. The finally selected bidders shall carry
out such variation and be bound by the same conditions as far as applicable as though
the said variations occurred in the contract documents. If any suggested variations
would, in the opinion of the finally selected bidders, if carried out, prevent him from
fulfilling any of his obligations under the contract, he shall notify Bank thereof in
writing with reasons for holding such opinion and Bank shall instruct the successful
bidder to make such other modified variation without prejudice to the contract. The
finally selected bidders shall carry out such variation and be bound by the same
conditions as far as applicable as though the said variations occurred in the contract
documents. If Bank confirms his instructions, the successful bidders obligations shall
be modified to such an extent as may be mutually agreed, if such variation is substantial
and involves considerable extra cost. Any agreed difference in cost occasioned by such
variation shall be added to or deducted from the contract price as the case may be.
19.2 In any case in which the successful bidder has received instructions from Bank as to
the requirement of carrying out the altered or additional substituted work which either
then or later on, will in the opinion of the finally selected bidders, involve a claim for
additional payments, such additional payments shall be mutually agreed in line with the
terms and conditions of the order.
19.3 If any change in the work is likely to result in reduction in cost, the parties shall agree
in writing so as to the extent of change in contract price, before the finally selected
bidder(s) proceeds with the change. In all the above cases, in the event of a
disagreement as to the reasonableness of the said sum, the decision of Bank shall
prevail.

20. No Waiver of Bank Rights or Successful Bidders Liability

20.1 Neither any payment sign-off by Bank, nor any payment by Bank for acceptance of the
whole or any part of the work, nor any extension of time, nor any possession taken by
Bank shall affect or prejudice the rights of Bank against the finally selected bidders, or
relieve the finally selected bidders of his obligations for the due performance of the
contract, or be interpreted as approval of the work done, or create liability in Bank to
pay for alterations/ amendments/ variations, or discharge the liability of the successful
bidder for the payment of damages whether due, ascertained, or certified or not or any
sum against the payment of which he is bound to indemnify Bank nor shall any such
certificate nor the acceptance by him of any such paid on account or otherwise affect
or prejudice the rights of the successful bidder against Bank.

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21. Inspection, Quality Control and Audit

21.1 It is agreed by and between the parties that the Service Provider shall get itself annually
audited by external empanelled Auditors appointed by the Bank/ inspecting official from
the Reserve Bank of India or any regulatory authority, covering the risk parameters
finalized by the Bank/ such auditors in the areas of products and services etc. provided to
the Bank and the Service Provider shall submit such certification by such Auditors to the
Bank. The Service Provider and or his / their outsourced agents / sub contractors (if
allowed by the Bank) shall facilitate the same. The Bank can make its expert assessment
on the efficiency and effectiveness of the security, control, risk management, governance
system and process created by the Service Provider. The Service Provider shall, whenever
required by such Auditors, furnish all relevant information, records/data to them. All costs
for such audit shall be borne by the Bank.
21.2 Where any deficiency has been observed during audit of the Service Provider on the risk
parameters finalized by the Bank or in the certification submitted by the Auditors, it is
agreed upon by the Service Provider that it shall correct/ resolve the same at the earliest
and shall provide all necessary documents related to resolution thereof and the auditor
shall further certify in respect of resolution of the deficiencies. It is also agreed that the
Service Provider shall provide certification of the auditor to the Bank regarding
compliance of the observations made by the auditors covering the respective risk
parameters against which such deficiencies observed.
21.3 Service Provider further agrees that whenever required by the Bank, it will furnish all
relevant information, records/data to such auditors and/or inspecting officials of the Bank/
Reserve Bank of India and or any regulatory authority required for conducting the audit.
The Bank reserves the right to call and/or retain for any relevant material information /
reports including audit or review reports undertaken by the Service Provider (e.g.,
financial, internal control and security reviews) and findings made on the Service
Provider in conjunction with the services provided to the Bank.

22. Cancellation of Contract

The Bank shall have the right to cancel the contract with the selected bidder at any time during
the contract period, by giving a written notice of at least 30 days, for any valid reason, including
but not limited to the following reasons:

a) Laxity in following security standards laid down by the Bank

b) Excessive delay in execution of orders placed by the Bank
c) Discrepancies / deviations in the agreed processes
d) Violation of terms & conditions stipulated in this RFP
e) Any other reason, which in the sole opinion of the Bank, is a ground for cancellation of
the contract.

23. Delays in the Consultants performance in successful implementation of the project

Delivery of the solution and performance of the services shall be made by the consultant in
accordance with the time schedule, technical specification, scope of the project and other terms
& conditions as specified in the RFP/Contract. Any delay in performing the obligation /defect

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in performance by the consultant may result in imposition of liquidated damages, invocation

of Performance Bank Guarantee and/or termination of contract at the Banks discretion.
23.1 Penalties
23.1.1 The Bidder is to maintain the same team during the contract period of eighteen
months as proposed in this RFP. In the case of any change in the critical resources (viz.
Project Director, Project Manager, Project Team Member), Bank shall levy a penalty of 1%
(one percent) of the cost of contract per resource. A cap of 10% (ten percent) of the total
cost of contract would be applicable as penalties for change in resources. Once the
maximum is reached, the Bank may consider termination of contract pursuant to the
conditions of contract.
23.1.2 As the implementation of the Project is already underway, the Bank, in
consultation with the System Integrator, has finalised the project plan including milestones
and deliverables. The selected bidder would be provided with the project plan and would
have to ensure adherence to the timelines including satisfactory completion of the
milestones and deliverables. If the selected bidder fails to ensure adherence to the timelines,
the Bank shall, without prejudice to its other remedies under the contract, a penalty of 1%
(one percent) of the total contract price for each week or part thereof the delay, subject to
maximum amount of 10% (ten percent) of the total contract price will be charged. Once the
maximum is reached, SBI may consider termination of Contract pursuant to the conditions
of contract.

24. Liquidated Damages

If consultant fails to perform services within stipulated time schedule, the Bank shall, without
prejudice to its other remedies under the contract, deduct from the contract price, as liquidated
damages, a sum equivalent to 1% of the total project cost for delay of each week or part thereof
maximum up to 10% of contract price. Once the maximum is reached, SBI may consider
termination of Contract pursuant to the conditions of contract.

25. Termination for Default

25.1 SBI may, without prejudice to any other remedy for breach of contract, by written
notice of default sent to the Consultant, terminate the contract in whole or part: if the
Consultant fails to deliver any or all of the deliverables within the period(s) specified
in the Contract, or within any extension thereof granted by the Bank pursuant to
conditions of contract or if the Consultant fails to perform any other obligation(s) under
the Contract.
25.2 In the event SBI terminates the Contract in whole or in part, SBI may procure, upon
such terms and in such manner, as it deems appropriate, systems or services similar to
those not delivered by the consultant and the Consultant shall be liable to the Bank for
any excess costs for such similar systems or services. However, the consultant shall
continue the performance of the contract to the extent not terminated.

26. Force Majeure

26.1 Any failure or delay by consultant or Bank in performance of its obligation, to the extent
due to any failure or delay caused by fire, flood, earthquake or similar elements of

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nature, or acts of God, war, terrorism, riots, civil disorders, rebellions or revolutions,
acts of government authorities or other events beyond the reasonable control of non-
performing Party, is not a default or a ground for termination.
26.2 If Force Majeure situation arises the Consultant shall promptly notify the Bank in
writing within three days from the occurrence of such conditions and the cause thereof.
Unless otherwise agreed by SBI in writing, the Consultant shall continue to perform its
obligations under the contract as far as is reasonably practical, and shall seek all
reasonable alternative means for performance not prevented by the Force Majeure
event.

27. Termination for Insolvency

SBI may at any time terminate the Contract by giving written notice to the Consultant, if the
consultant becomes bankrupt or otherwise insolvent. The event of termination will be without
compensation to the Consultant, provided that such termination will not prejudice or affect any
right of action or remedy, which has occurred or will accrue thereafter to SBI. Notwithstanding
the above, the SBI shall have the right to terminate the contract any time without assigning any
reasons.

28. Governing Law and Disputes (Applicable in case of successful bidder only)
28.1 All disputes or differences whatsoever arising between the parties out of or in connection
with the contract or in discharge of any obligation arising out of the Contract (whether
during the progress of work or after completion of such work and whether before or after
the termination of the contract, abandonment or breach of the contract), shall be settled
amicably. If however, the parties are not able to solve them amicably, party (SBI or
Consultant), give written notice to other party clearly setting out therein specific
dispute(s) and/or difference(s) and shall be referred to a sole arbitrator mutually agreed
upon, and the award made in pursuance thereof shall be binding on the parties. Such
arbitrator will be jointly selected by the two parties and he/she may be an auditor, lawyer,
consultant or any other person of trust. In the absence of consensus about the single
arbitrator, the dispute may be referred to joint arbitrator; one to be nominated by each
party and the said arbitrators shall nominate a presiding arbitrator, before commencing
the arbitration proceedings. The arbitration shall be settled in accordance with the
applicable Indian Laws. The said proceedings shall be conducted in English language at
Mumbai and in accordance with the provisions of Indian Arbitration and Conciliation Act
1996 or any Amendments or Re-enactments thereto.
28.2 The Consultant shall continue work under the Contract during the arbitration proceedings
unless otherwise directed by the Bank or unless the matter is such that the work cannot
possibly be continued until the decision of the arbitrator is obtained.
28.3 Arbitration proceeding shall be held at Mumbai, India, and the language of the arbitration
proceedings and that of all documents and communications between the parties shall be
in English.

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29. Governing language

The contract and all correspondence/ communications and other documents pertaining to the
Contract, shall be written in English.

30. Governing Law

The contract shall be interpreted in accordance with the laws of the Government of India.

31. Notices
Any notice given by one party to the other pursuant to the contract shall be sent to other party
in writing or by Fax and confirmed in writing to other Partys address. For the purpose of all
notices, the following shall be the current address:

Deputy General Manager (CRM)

State Bank of India, Global IT Centre,
CRM Department,
3rd Floor, Kapas Bhawan,
Plot no. 3 A, Sector 10,
CBD Belapur, Navi Mumbai 400614
The notice shall be effective when delivered or on the notices effective date whichever is later.

32. Taxes and Duties

The Consultant shall be entirely responsible for all taxes, duties, license fees, road permits,
other taxes, etc., incurred until delivery of the deliverables/solution to SBI and therefore should
be included in the price bid. The quoted prices and taxes & statutory levies such as Service
Tax/ VAT, Sales Tax, Octroi etc. should be specified separately.
The service tax will be payable by the Bank on actuals. All other taxes, duties and levies shall
be borne by the bidder.

Income / Corporate Taxes in India: The Bidder shall be liable to pay all corporate taxes and
income tax that shall be levied according to the laws and regulations applicable from time to
time in India and the price bid by the Bidder shall include all such taxes in the contract price.

Tax deduction at Source: Wherever the laws and regulations require deduction of such taxes
at the source of payment, the Bank shall effect such deductions from the payment due to the
bidder. The remittance of amounts so deducted and issuance of certificate for such deductions
shall be made by the Bank as per the laws and regulations in force. Nothing in the Contract
shall relieve the Bidder from his responsibility to pay any tax that may be levied in India on
income and profits made by the Bidder in respect of the Contract.

The Bidders staff, personnel and labour will be liable to pay personal income taxes in India in
respect of such of their salaries and wages as are chargeable under the laws and regulations for
the time being in force, and the Bidder shall perform such duties in regard to such deductions
thereof as may be imposed on him by such laws and regulations.

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The Bidder shall bear all costs for the execution, stamp duty and submission of the contract
and agreements (SLA, NDA etc.). Bank shall not be responsible or liable for
reimbursing/compensating these costs.

On completion of the Bid Process, the successful bidder should execute a Service Level
Agreement in the Banks prescribed format. The Agreement/ Contract would be signed in
Mumbai only and stamped as per Maharashtra Stamp Duty Act. All the stamp duty shall be
borne by the bidder.

33. Consultants Obligation

33.1 The consultant is obliged to work closely with SBIs staff, act within its own authority
and abide by directives issued by SBI from time to time.
33.2 The Consultant is responsible for managing the activities of its personnel and will hold
itself responsible for any misdemeanours on the part of its personnel.

34. Services
34.1 All professional services necessary to successfully implement the proposed solution
will be part of the RFP. These services include, but are not limited to, Project
Management, Training, etc.
34.2 The bidder should submit as part of technical Bid an overview of Project Management
approach of the proposed solution.
34.3 Consultant should ensure that Consultants key personnel with relevant skill are always
available to the Bank.
34.4 Consultant should ensure the quality of methodologies for delivering the services and
its adherence to quality standard.
34.5 Consultant should be willing to transfer skills to relevant Banks Personnel by means
of training and documentation.

35. Transition Clause

In the event of failure of the Consultant to render the Services or in the event of termination of
agreement or expiry of term or otherwise, without prejudice to any other right, the Bank at its
sole discretion may make alternate arrangement for getting the Services contracted with
another vendor. In such case, the Bank shall give prior notice to the existing Consultant. The
existing Consultant shall continue to provide services as per the terms of contract until a New
Consultant completely takes over the work. During the transition phase, the existing
Consultant shall render all reasonable assistance to the new Consultant within such period
prescribed by the Bank, at no extra cost to the Bank, for ensuring smooth switch over and
continuity of services. If existing vendor is in breach of this obligation, they shall be liable for
paying a penalty of 10% of Contract Value on demand to the Bank, which may be settled from
the payment of invoices for the contracted period or the Performance Bank Guarantee.

36. Earnest Money Deposit (EMD)

Bidder to submit the EMD of Rs. 5,00,000/- ( Rs. Five Lakhs only ) as Bid Security in the form
of a Bank Guarantee in favour of State Bank of India, CRM Department, payable at Mumbai..

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The bank guarantee should be issued by any scheduled commercial bank, other than SBI and
its associates. A format for BG is attached as per Annexure I. The bank guarantee will be valid
for period of 180 days and retained by bank. EMD may be forfeited in the event of withdrawal
of bid during the period of bid validity or if successful bidder fails to sign the contract in
accordance with the terms & conditions and other requirements specified in RFP or any act of
bidder not in line with contract obligations. EMD should be kept in the envelope containing
technical Bid. Any bid not accompanied with the requisite EMD shall be treated as non-
responsive and is liable to be rejected. No interest is payable on the amount of EMD.
The EMD of the unsuccessful bidders will be returned as early as possible. Successful Bidders
EMD will be returned upon the bidder signing the contract and submitting the required
Performance Bank Guarantee.
If EMD is forfeited for any reason, the concerned bidder will be debarred from further
participation in future RFPs floated by the Bank as per sole discretion of the Bank.

37. Integrity Pact

37.1 The bidder should also submit PRE-CONTRACT INTEGRITY PACT along with
technical bid as prescribed by the Govt. of India (Annexure M), duly signed by the
bidder on each page, and by two witnesses. PRE-CONTRACT INTEGRITY PACT is
to be stamped as per the applicable stamp duty of the state where it is executed. Bid
submitted without the Integrity Pact, duly executed as stated above, shall not be
considered.

38. Terms & Conditions

38.1 Language of Bid: All bids and supporting documentation shall be submitted in English.
38.2 SBI reserves the right to accept or reject any or all Bids without assigning any reason
thereof and Banks decision in this regard will be treated as final. Bids may be accepted
or rejected in total or any part or items thereof. 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 the Bank and the Bidder. However, until a
formal contract is prepared and executed, this offer together with Banks written
acceptance & notification of award shall constitute a binding contract with the
Consultant.
38.3 Any Bid not containing sufficient information, in view of SBI, to permit a thorough
analysis may be rejected.
38.4 The Bank shall have the right to reject the bids not submitted in the prescribed format
or incomplete in any manner.
38.5 State Bank of India is not responsible for non-receipt of bids within the specified date
and time due to any reason including postal delays or holidays.
38.6 The Bank also reserves the right to alter/ modify any/ some/ all of the requirements, as
it may deem necessary, and notify the same to the Consultants before the last date for
submission of response under this RFP. The Bidders should be agreeable for the same.
38.7 Bids not conforming to the requirements of the RFP may not be considered by SBI.
However, SBI reserves the right, at any time, to waive any of the requirements of the
RFP, if in the sole discretion of SBI, the best interest of SBI be served by such waiver.

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38.8 Bidders who do not meet the technical criteria stipulated by the Bank will not be
considered for further evaluation.
38.9 SBI shall have the right to cancel the RFP process at any time prior to award of contract,
without thereby incurring any liabilities to the Bidder(s)/selected bidder. Reasons for
cancellation, as determined by SBI in its sole discretion, include but are not limited to,
the following:
i. Services Contemplated are no longer required.
ii. Scope of work was not adequately or clearly defined due to unforeseen
circumstance and/or factors and/or new developments.
iii. Proposed prices are unacceptable to the Work.
iv. The Project is not in the best interest of SBI.
v. Any other reason, which in the sole opinion of the Bank, is a ground for
cancellation of the RFP.
38.10 SBI reserves the right to verify the validity of bid information and to reject any bid or
to cancel the contract where the contents appear to be incorrect, inaccurate or
inappropriate at any time during the process of RFP or after award of contract, as the
case maybe.
38.11 Prices payable to the successful bidder as stated in the Contract shall be firm and not
subject to adjustment during performance of the Contract. SBI reserves the right to re-
negotiate the prices in the event of changes in the market conditions and/or technology
etc.
38.12 During the term of this Agreement and for a one year thereafter, neither party shall
(either directly or indirectly through a third party) employ, solicit to employ, cause to
be solicited for the purpose of employment or offer employment to any employee/s or
sub-contractor/s of the other party, or aid any third person to do so. However nothing
in this clause shall affect the Banks regular recruitments as per its recruitment policy
and not targeted to the employees of Service Provider.
38.13 All pages of RFP should be stamped and signed by Authorized Signatory of the Bidder.
38.14 Consultant should carry out any change request necessitated by the Bank to the solution.
38.15 Consultant has to take an undertaking from Consultants employees connected with the
contract/RFP/solution to maintain the confidentiality of the Banks
information/documents etc. Bank may seek details / confirmation on background
verification of Consultants employees worked/working on Banks project as may have
been undertaken / executed by the Consultant. Consultant should be agreeable for any
such undertaking/verification.

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Annexure A
Bid Covering Letter: To be submitted by the bidder along with Bid documents

To,
The Deputy General Manager (CRM),
State Bank of India, Global IT Centre,
CRM Department,
3rd Floor, Kapas Bhawan,
Plot no. 3 A, Sector 10,
CBD Belapur, Navi Mumbai 400614

Sir,

ENGAGEMENT OF BUSINESS TRANSFORMATION SPECIALIST FOR

CRM & IMPACT FOR STATE BANK GROUP
Our Bid for RFP no. dated

In respect to your RFP mentioned above, we submit our Bid Document herewith.
2. We understand that:
i) You are not bound to accept the lowest or any bid received by you, and you may reject
all or any bid without assigning any reason or giving any explanation whatsoever.
ii) Bank may follow close or open bidding process as per requirement of the Bank.
iii) If our Bid is accepted, we undertake to enter into and execute at our cost, when called
upon by the Bank to do so, a contract in the prescribed form.
iv) If our Bid is accepted, we are to be jointly and severally responsible for the due
performance of the contract.
v) Consultant means the bidder who is decided and declared so after examination of
commercial bids.
vi) The Bank shall intimate the award of contract to the successful bidder after completion
of the commercial bid.

3. We have read, understand and accept the terms and conditions mentioned in the RFP
document.
4. We confirm that we have quoted for all the items/services mentioned in bid in our
commercial bid.
5. We also confirm/clarify that the bid/offer made by us shall remain valid for 180 days from
the last date of submission of the bid.
Yours faithfully,
For:
Signature:
Name:

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Annexure B
Eligibility Criteria

Bidders meeting the following criteria are eligible to submit their Bids along with supporting
documents. If the Bid is not accompanied by all the required documents supporting eligibility
criteria, the same would be rejected:

S. Eligibility Criteria Documents to be submitted

No. with the technical bids
1. The bidder must be Copy of the Certificate of
(i) an Indian firm/ company/ organization Incorporation issued by Registrar
registered under Companies Act. of Companies and full address of
Or the registered office
(ii) Limited Liability Partnership under LLP
Act.
2. The bidder must have an average turnover of Copy of the audited Balance
minimum Rs 100 Crore during last three Sheets and / or Certificate of the
financial year(s). Chartered Accountant for
preceding three financial years.
3. The bidder should be profitable organization, Copy of the audited Balance
on the basis of Profit before Tax (PBT), for Sheets and / or Certificate of the
two out of three preceding financial years. Chartered Accountant for
preceding three financial years.
4. Bidder should have experience of minimum Copies of the work orders and/or
five years in Consultancy as on the date of Certificates of completion of the
this Request for Proposal (RFP), out of which work.
continuous minimum experience of six Or
months each should be in providing Declaration on the company
Consultancy for IT PMO for at least two letterhead duly signed by the
commercial Banks/Financial Institutions, Company Secretary of the
either globally or in India. Bidder.

Completed projects awarded in last five

years/ ongoing projects which are minimum
one year old as on the date of this RFP will
only be considered.
5. Client references and contact details i)
(email/landline/ mobile) of customers for ii)
whom the Bidder has undertaken
Consultancy assignments for IT PMO (Start
and End Dates of the Project to be mentioned)
in the past (at least two client references are
required)

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6. Past/present litigations, disputes, if any Brief details of litigations,

(adverse litigations could result in disputes, if any are to be given on
disqualification, at the sole discretion of the Company's letter head duly
Bank) signed by the authorized
signatory, in original.

7. Bidders should not have been blacklisted for Bidder should specifically
deficiency in service by any Public Sector confirm on their letter head in this
Bank during the last five years. regard duly signed by the
authorized signatory, in original.
8. Bidder should have been in operation Copy of the Certificate of
for minimum five years Incorporation issued by Registrar
of Companies.
9. The Bidder should have experience of having Copies of the work orders and / or
provided consultancy for the implementation Certificates of completion of the
of any of the following CRM modules (a) work.
Sales (b) Marketing (c) Servicing in at least Or
one commercial Bank/Financial Institution, Declaration on the company
globally or in India. letterhead duly signed by the
Company Secretary of the
Completed projects awarded in last five Bidder/ Managing Partner/
years/ ongoing projects which are minimum Director.
one year old as on the date of this RFP will
only be considered The bidder has to ensure that the
submitted documents specify the
List of sub-modules: sub-modules, as defined, which
A) Sales Module: Customer Management, have been implemented.
Contact Management, Opportunity
Management, Lead Management, Distributor
Management, Performance Management,
Offer Management

B) Services Module: Contact Centre

Management, Complaint Management,
Service Request Management, Query
Management, Document Management

C) Marketing Module: Marketing

Management, Marketing List Management,
Communication Management, Campaign
Management, Campaign Execution, Campaign
Response & Analysis, Event Management

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10. The bidder should agree to all the clauses of Bidder should specifically
Service Level Agreement (format placed at confirm on their letter head in this
Annexure K), should they become L1T1 in regard duly signed by the
the bidding process to execute a contract with authorized signatory, in original.
the Bank [no change/addition or deletion to
be made by the bidder to any of the clauses.]

11. The bidder should not have any Service Level Bidder should specifically
Agreement pending to be signed with the confirm on their letter head in this
Bank for more than six months from the date regard duly signed by the
of issue of purchase order issued by any of authorized signatory, in original.
the Departments at SBI GITC as on the date
of bid submission.
In case the bidder already is a vendor of SBI, Bidder should specifically
then its rating in Vendor Score Card in the confirm on their letter head in this
previous two quarters should not have been regard duly signed by the
12. less than 75% in each of the quarters. authorized signatory, in original.
In case they have not received any
rating from SBI, they should
mention so.
Bidder to submit the Integrity Pact with the Refer to section 37 of the RFP for
13. technical bid instructions regarding Integrity
Pact.
B Technical Eligibility

The Project Director should have minimum

experience of twelve years in leading similar
1. Copy of Curriculum Vitae (CV)
projects and should be PMP/Prince2
certified.

The Project Team should have at least seven

Project Managers, other than Project
Director, each with experience of a minimum
2 (a) Copies of Curriculum Vitae (CV)
of seven years in similar assignments, with
adequate knowledge/ exposure of executing
such projects.
The Bidder has to ensure that five of the
seven Project Managers have minimum three
years experience in the following areas:
(i) CRM minimum 2 Project Managers;
(ii) MDM minimum 1 Project Manager;
2(b)
(iii) IT Security (with exposure to Data Loss
Prevention) minimum 1 Project Manager;
(iv) Analytics minimum 1 Project Manager

The bidder may nominate the other two

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Project Managers as considered appropriate

for successfully and timely completing the
scope of work as defined in the RFP. Further,
the bidder may also provide additional such
resources as assessed for completion of the
scope of work. However, technical evaluation
will be undertaken for the seven Project
Managers proposed by the Bidder.
The Bidder has to ensure that three of the
Copy of PMP/Prince 2
2 (c) seven proposed Project Managers should be
certification.
PMP/Prince2 certified.
Undertaking letter/ Confirmation
The Project Team, including the Project
letter from the participating
Director and Project Managers shall be
3. Bidder on their official letter head
required to work from SBI premises during
duly signed by the authorized
the contract period.
signatory, in original.
Supporting documents
C Legal Requirements from Bidder
required
Undertaking letter/ Confirmation
The firm should not have been blacklisted by letter from the participating
1. any regulator/statutory body in India during Bidder on their official letter head
the last three years duly signed by the authorized
signatory, in original.
Firm should not be owned or controlled by Self-declaration letter in original
2. any Director or employee (or relatives) of duly signed by the authorized
SBI and SBI Group. signatory, in original.
Appropriate authorization by
Bidder should have an appropriate
letter/resolution on the letter head
3. authorization by the management decision to
of the firm, duly signed by the
participate in the bidding process
authorized signatory, in original.
Self Declaration duly signed by
Bidder should not be a consortium of
4. the authorized signatory, in
companies.
original.

Documentary evidence must be furnished against each of the above criteria along with an
index. All documents must be signed by the authorized signatory of the bidder. Relevant
portions, in the documents submitted in pursuance of eligibility criteria, should be highlighted.

Signature
Seal of Company
(Signature and seal of company to be put on both pages of Annexure B)

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Annexure C

Bidder Details

Details of the Bidder

1. Name
2. Date of Incorporation and / or commencement of business
3. Certificate of incorporation
4. Certificate of registration
5. Memorandum/Articles of Association
6. Brief description of the Bidder including details of its main line of business
7. Company website URL
8. Particulars of the Authorized Signatory of the Bidder
a. Name
b. Designation
c. Complete Address
d. Phone Number (Landline)
e. Mobile Number
f. Fax Number
g. Email Address

Signature and Seal of Company

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Annexure D

Technical Bid
Technical approach, methodology and work plan are the key components of the Technical
proposal. You are suggested to present your Technical proposal in the form of brief write up
of not more than 1000 words divided into five chapters as under:
i. Experience & Capability
Brief information on the consultants organizational set-up, size, and experience in CRM
related projects. Details of similar type of work undertaken for Commercial Banks / Financial
Institutions, in India or globally. Turnover and earnings from consultation services rendered in
the past years. Consultants international set-up and experience and previous engagements
with SBI.
The bidder has to provide the details of the project submitted for technical evaluation in the
following format within this section:
Sr. Name of client Name of Status: Date of award of Details of
No. (specify whether Project Completed contract in (with CRM sub-
commercial or On-going documentary modules
Bank or proof as defined implemented
Financial in eligibility as part of the
Institution) criteria) project

ii. Understanding of Scope of work

Details of consultants perception of the nature and scope of work involved in the areas of
Transaction Banking Products, Solutions, operations, client services, IT etc.
iii. Approach, Methodology and Work-plan
This will include details of overall approach to the areas listed in the RFP along with specific
proposals / solution on each of these areas, covering the conceptualization, design and
implementation stages. Submission should clearly articulate the deliverables at each stage of
the work.
iv. Team Composition
This chapter will contain details of the team composition, key executives proposed in various
stages of the project. You may list out the main disciplines of assignment and key experts
responsible and also the technical and support staff. CVs of the key personnel involved as per
the format detailed in Exhibit III
The bidder has to specify the 15 profiles (one Project Director, seven Project Managers and
seven Project Team members) which are to be evaluated as part of the Technical Evaluation.
v. Transfer of Knowledge
Consultants plan for developing manuals, handholding and also for training and building of
capabilities of relevant staff for sustainability of processes.

Signature and Seal of Company

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Annexure E
Technical evaluation criteria
The scoring methodology for technical bid components is explained in the following sections. The
evaluation will be carried out on a total score of 500 for which evaluation parameters are defined below.

Technical eligibility
Sr. No. Parameters Minimum passing marks for
Maximum marks
each parameter

1. Previous experience 150 100

2. Team composition 180 120

3. Bidder presentation 85 55
4. Site Visits 85 55
Total 500 375

Minimum Passing Marks The bidders need to achieve the minimum cutoff marks for each of
the above stated evaluation parameters.
Minimum passing marks for the Overall Technical Proposal Evaluation will be 75% of 500 (375
marks).
(a) Previous experience & capability
Sr. No. Particulars Marks
The Bidder should have experience of having provided I. Three modules -
consultancy services for the implementation of any of the 150 marks
following CRM modules (a) Sales (b) Marketing (c)
Servicing in at least one Commercial Bank/Financial II. Two modules
Institution, either globally or in India. Completed projects 100 marks
awarded in last five years/ ongoing projects which are
minimum one year old as on the date of this RFP will
only be considered.

A module would be assessed as completed only if any of

the two sub-modules of each module have been
implemented. The module-wise list of sub-modules is as
follows:

A) Sales Module: Customer Management, Contact

Management, Opportunity Management, Lead Management,
Distributor Management, Performance Management, Offer
Management

B) Services Module: Contact Centre Management,

Complaint Management, Service Request Management,
Query Management, Document Management

C) Marketing Module: Marketing Management,

Marketing List Management, Communication Management,
Campaign Management, Campaign Execution, Campaign
Response & Analysis, Event Management

(b) Team composition

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Each Bidder will be evaluated based on Team Composition, both in terms of number of
resources and experience.

Sr. Resource Level Technical criteria Marks

No.

1 Project Director i) Should have minimum Project Management experience:

12 (twelve) years of (i) 12 years 15 marks
experience in Project
Management and executed (ii) Above 12 years & upto 14 years
at least 2 (two) projects as (inclusive) 17 marks
Project Manager for IT
(iii) 15 years or more 20 marks
implementation in the
BFSI sector, globally or in
India.
Execution of IT implementation
projects as Project Manager:
(i) 2 projects 15 marks
ii) Should be PMP/Prince
2 certified. (ii) 3 or more projects 20 marks

2 Project Managers - Each Project Manager The profile of each of the Project
should fulfill the following Manager would be scored as per the
Bidder is to provide technical eligibility following:
minimum seven criteria:
resources, with CVs, Project Management experience:
for the profiles of the (i) 7 years 5 marks
Project Managers.
i) Should have minimum 7 (ii) Above 7 years & upto 9 years
(seven) years of (inclusive) 7 marks
experience in Project
In case bidder assesses Management and executed (iii) 10 years or more 10 marks
that more than 7 at least 1 (one) project as
project managers Project Manager for an IT
would be required for implementation project in Execution of IT implementation
the project, the bidder the BFSI sector, globally projects as Project Manager:
has to specify the 7 or in India (i) 1 project 3 marks
profiles on which the
scoring would be done. (ii) 2 or more projects 5 marks

3. Team Members Each Project Team The profile of each of the Project
Bidder is to provide member should fulfill the Team member would be scored as per
minimum 7 team following technical the following:
members, apart from eligibility criteria:
the Project Director
and Project Managers.
Project Management experience:
i) Should have minimum (i) 2 years 2 marks
of 2 (two) years of
In case bidder assesses experience in Project (ii) 3 years 3 marks
that more than 7 management.
(iii) 4 years 4 marks
project team members
would be required for

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the project, the bidder (iv) 5 years or more than 5 years 5

has to specify the 7 marks
profiles on which the
scoring would be done.

Note: No change in the proposed team would be permitted except on grounds of resignation from
service or on medical grounds.

(c) Bidder presentation

The bidders will be required to make presentations highlighting the various aspects of project
management for the implementation of the CRM & Impact solutions along with proposed
approach and methodology.
Maximum marks 85

(d) Site visit

The Bank requires the bidders to provide at least TWO references out of the credentials submitted
for site visit where the Bidder has provided consultancy services for any of the following CRM
modules (a) Sales (b) Marketing (c) Servicing. Out of the two reference sites proposed, one
reference site will be shortlisted and evaluated by the Bank.
The Bank at its discretion can undertake the site visits by Audio-Video conferencing as well. The
Bidder will have to make arrangements for the same.
Maximum marks 85

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Annexure F

Indicative Commercial Bid / Commercial Bid

The indicative commercial bid needs to contain the information listed hereunder in a sealed envelope
bearing the identification Indicative Commercial Bid for Engagement of Business Transformation
Specialist for Customer Relationship Management & Project Impact for State Bank Group

Name of the Bidder:

Sr. Role No. of All inclusive Fees for Service Tax Total (INR)
No. resour eighteen months (Rs.)
ces

i Project
Director

ii Project
Manager

iii Team
Members

iv Others

Project Cost = Rs. _____ (Rupees _____)

Service Tax = Rs. _____ (Rupees _____)
Total Cost = Rs. _____ (Rupees _____)

Signature:
Name & Designation:
Date:
Seal of Company

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Annexure G

Compliance Statement

DECLARATION

Terms & Conditions

We hereby undertake and agree to abide by all the terms and conditions stipulated by the bank
in the RFP document.
We declare that we are not in contravention of conflict of interest obligation mentioned in this
RFP.
We certify that we have not made any changes from the contents of the RFP document read
with its amendments/clarifications provided by the Bank submitted by us in our Bid document.
It is further certified that the contents of our bid are factually correct. We also accept that in
the event of any information / data / particulars proving to be incorrect, the Bank will have the
right to disqualify us from the bid.

We hereby undertake that its name does not appear in any Caution list of RBI / IBA or any
other regulatory body for outsourcing activity.

We certify that the items offered by us in response to the bid conform to the technical
specifications stipulated in the bid.

Signature:

Seal of Company

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Annexure H

Format for Bank Guarantee

BANK GUARANTEE
To,
The Deputy General Manager (CRM),
State Bank of India, Global IT Centre,
CRM Department,
3rd Floor, Kapas Bhawan,
Plot no. 3 A, Sector 10,
CBD Belapur, Navi Mumbai 400614
(Hereinafter referred to as "SBI / you)

Whereas consequent to your Request For Proposal (RFP) No __________ dated _________
you have issued a Purchase Order No. ______________ dated ________ to M/s
_________________, having its corporate office at _____________ (hereinafter referred to as
"the Consultant) for Engagement of Business Transformation Specialist for Customer
Relationship Management & Project Impact.
Whereas as per the payment terms of the said RFP/Purchase Order the Consultant has to submit
a Bank Guarantee from any scheduled commercial bank, other than SBI and its Associates
Banks in favour of you.
And whereas, we, ___________Bank, having our branch office at
________________________________ (hereinafter referred to as "the Guarantor") on the
request of the Consultant hereby expressly and unreservedly undertake and Guarantee to pay
to you, a sum not exceeding Rs. _________/- (Rupees ___________________Only), being x%
of the value of the Purchase Order, in the event of any breach by the Consultant of the
obligations under your said Purchase Order, or reasons attributable to the Consultant on
account of the same. This Guarantee shall be limited to an amount not exceeding Rs.
_________/- (Rupees _________________Only). You may raise a demand on us in writing
stating the amount claimed under the Guarantee and on receipt of your claim in writing, without
any demur, protest or contest and without any reference to the Consultant, we the Guarantor
shall make the payment under this Guarantee to SBI within 24 hours of receipt of written claim
/ demand.
We the Guarantor, further confirm that a mere letter from the SBI that there has been a breach
by the Consultant of its obligations or there are sufficient reasons for invoking this Guarantee,
shall without any other or further proof be final conclusive and binding on the Guarantor.
We shall not be discharged or released from this undertaking and the Guarantee by any
arrangement, variation, violation between you and the Consultant, indulgence to Consultant by
you with or without our consent or knowledge and this Guarantee shall be in addition to any
other Guarantee or security you possess against the Consultant.
This Guarantee shall be a continuing Guarantee and shall not be discharged by any change in
the constitution of the Bank, Guarantor or the Consultant. It is further guaranteed that the

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payment under this Guarantee shall be made by us on receipt of your written demand as
aforesaid making reference to this Guarantee.
Notwithstanding anything contained hereinabove, our liability under this Guarantee is
restricted to Rs. ________/- (Rupees ________________Only).
This Guarantee shall remain in full force and effect for a period of x years i.e. up to _________
unless a claim under this Guarantee is made against us within x month(s) from that date i.e. on
or before _____ , all your rights under this Guarantee shall be forfeited and we shall be relieved
and discharged from all liabilities there under.

Thereafter, our Guarantee shall be considered as null and void whether returned to ourselves
or not.
Date :
For _______________
(Branch and Bank)
Place :

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Annexure I

Format for Earnest Money Deposit (EMD)

To,
The Deputy General Manager (CRM),
State Bank of India, Global IT Centre,
CRM Department,
3rd Floor, Kapas Bhawan,
Plot no. 3 A, Sector 10,
CBD Belapur, Navi Mumbai 400614

Dear Sir,
EMD BANK GUARANTEE FOR ENGAGEMENT OF BUSINESS
TRANSFORMATION SPECIALIST FOR CUSTOMER RELATIONSHIP
MANAGEMENT & PROJECT IMPACT TO STATE BANK OF INDIA TO MEET
SUCH REQUIREMENTS AND PROVIDE SUCH SERVICES AS ARE SET OUT IN
THE REQUEST FOR PROPOSAL

WHEREAS State Bank of India (SBI), having its Corporate Office at Nariman Point, Mumbai,
and regional offices in other cities in India has invited Request for Proposal for engagement of
Business Transformation Specialist For Customer Relationship Management & Project
IMPACT vide its RFP No. ________ dated ________ on the terms and conditions mentioned
in the RFP documents,
It is one of the terms of said Request for Proposal that the bidder shall furnish a Bank Guarantee
for a sum of Rs. 5,00,000/- (Rupees Five Lakhs only) as Earnest Money Deposit.
M/s____________________ , (hereinafter called as bidder), who are our constituents intends
to submit their bid for the said work and have requested us to furnish guarantee in respect of
the said sum of Rs. 5,00,000/- (Rupees Five Lakhs only)
NOW THIS GUARANTEE WITNESSETH THAT
We _______________________ (Bank) do hereby agree with and undertake to the State Bank
of India, their Successors, assigns that in the event of the SBI coming to the conclusion that the
bidder has not performed their obligations under the said conditions of the RFP or have
committed a breach thereof, which conclusion shall be binding on us as well as the said bidder,
we shall on demand by the SBI, pay without demur to the SBI, a sum of Rs. 5,00,000/- (Rupees
Five Lakhs only) that may be demanded by State Bank of India. Our guarantee shall be treated
as equivalent to the Earnest Money Deposit for the due performance of the obligations of the
bidder under the said conditions, provided, however, that our liability against such sum shall
not exceed the sum of Rs. 5,00,000/- (Rupees Five Lakhs only)
We also agree to undertake to and confirm that the sum not exceeding Rs. 5,00,000/- (Rupees
Five Lakhs only) as aforesaid shall be paid by us without any demur or protest, merely on
demand from the SBI on receipt of a notice in writing stating the amount is due to them and
we shall not ask for any further proof or evidence and the notice from the SBI shall be
conclusive and binding on us and shall not be questioned by us in any respect or manner
whatsoever. We undertake to pay the amount claimed by the SBI within 24 hours from the date

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of receipt of the notice as aforesaid. We confirm that our obligation to the SBI under this
guarantee shall be independent of the agreement or agreements or other understandings
between the SBI and the bidder. This guarantee shall not be revoked by us without prior consent
in writing of the SBI.
We hereby further agree that
Any forbearance or commission on the part of the SBI in enforcing the conditions of the said
agreement or in compliance with any of the terms and conditions stipulated in the said tender
and/or hereunder or granting of any time or showing of any indulgence by the SBI to the bidder
or any other matter in connection therewith shall not discharge us in any way our obligation
under this guarantee.
This guarantee shall be discharged only by the performance of the bidder of their obligations
and in the event of their failure to do so, by payment by us of the sum not exceeding Rs.
5,00,000/- (Rupees Five Lakhs only)
Our liability under these presents shall not exceed the sum of Rs. 5,00,000/- (Rupees Five
Lakhs Only)
Our liability under this agreement shall not be affected by any infirmity or irregularity on the
part of our said constituents in tendering for the said work or their obligations there under or
by dissolution or change in the constitution of our said constituents.
This guarantee shall remain in force for a period of 180 days, provided that if so desired by
the SBI, this guarantee shall be renewed for further periods as may be indicated by them on the
same terms and conditions as contained herein.
Our liability under this presents will terminate unless these presents are renewed as provided
herein up to three years or on the day when our said constituents comply with their obligations,
as to which a certificate in writing by the SBI alone is the conclusive proof, whichever date is
later. Unless a claim or suit or action is filed against us within six months from that date or any
extended period, all the rights of the SBI against us under this guarantee shall be forfeited and
we shall be released and discharged from all our obligations and liabilities hereunder.
Yours faithfully,

For and on behalf of

Signature and Seal of Authorized Official

(NB: This document will require Stamp Duty as applicable in the State, where it is
executed and shall be signed by the official whose signature and authority shall be
verified).

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Annexure J
Check list of Documents to be submitted as part of Response
The bids should be submitted in 2(two) separate envelopes one for Technical Bid (super scribed
as Technical bid for appointment of consultant for Implementation of Transaction Banking
initiatives in the Bank and other for Financial Bid (super scribed as Financial bid for
Implementation of Transaction Banking initiatives in the Bank). Envelope containing
Technical Bid will in turn, contain four separate sealed envelopes, one containing details of
eligibility criteria as per Annexure B & Annexure C of the RFP (super scribed as Technical
Bid - Eligibility Details) and other containing complete technical Bid details. Third and fourth
envelopes will contain a CD containing a soft copy of the above details separately. In the first
stage, only the envelope containing Technical Bid - Eligibility Details will be opened and
evaluated.
1) Envelope super scribed Technical Bid Eligibility Details
a. Forwarding letter Annexure A
b. Eligibility Criteria Annexure B
c. Bidder Information Annexure C
d. Certificate of Incorporation
e. Certificate of Business Commencement
f. Copy of Audited Balance Sheet and / or Certificate of the Chartered Accountant for
preceding two years.
g. Letter from clients / copy of engagement letter / contracts.
h. Letter of declaration on black listing / barred / disqualification by regulatory / statutory
authorities
i. EMD amount with EMD letter as per Annexure I
j. Compliance Statement as per Annexure G
k. Fully signed RFP

2) Envelope super scribed Technical Bid Detailed

a. Technical Bid as per Annexure D
b. Consultants Organisation and Experience Details as per Exhibit I
c. Team Composition as per Exhibit II
d. Curriculum Vitae as per Exhibit III
e. Technical Evaluation Criteria as per Annexure E and relevant enclosures.
f. All other details as per RFP to be considered for Technical evaluation

3) Envelope super scribed Commercial Bid

a. Commercial Bid details as per Annexure F.

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Annexure K

Service level Agreement

Refer attachment provided with the RFP document.

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Annexure L

Pre-bid query format

Bidders are to submit pre-bid queries in below mentioned format only.

Sr. Reference Reference Reference Reference Bidder Query

No. from RFP from from from RFP
(Page No.) RFP RFP (Clause No)
(Section (Section
Name) No)

Note:

Bidders to note that there will be no change in standard Terms and Conditions of RFP and
Model SLAs

Queries are to be submitted strictly in the above mentioned format and in .xls/.xlsx file only

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Annexure M

Refer attachment provided with the RFP document.

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Exhibit: I
CONSULTANTS ORGANIZATION AND EXPERIENCE
A - Consultants Organization
[Provide here a brief two pages description of the background and organization of your
firm/entity and each associate for this assignment.]
B - Consultants Experience
[Using the format below, provide information on each assignment during last 3 years for which
your firm, and each associate for this assignment, was legally contracted either individually
as a corporate entity or as one of the major companies within an association, for carrying out
consulting services similar to the ones requested under this assignment.]
Assignment name Approx. value of the contract:

Country: Duration of assignment months:

Location within country:

Name of Client: Total No of staff-months of the assignment:

Address: Approx. value of the services provided by
your firm under the contract:
Start date month/year: No of professional staff-months provided by
Completion date month/year: associated Consultants:

Name of associated Consultants, if any: Name of senior professional staff of your

firm involved and functions performed
indicate most significant profiles such as
Project Director/Coordinator, Team Leader:
Narrative description of Project:

Description of actual services provided by your staff within the assignment:

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Exhibit II
TEAM COMPOSITION AND TASK ASSIGNMENTS
Professional Staff
Name of Staff Firm Area of Present Task Proposed
Expertise Position

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Exhibit III
CURRICULUM VITAE (CV) FOR PROPOSED PROFESSIONAL STAFF
1. Proposed Position:
2. Name of Bidder:
3. Name of Staff:
4. Date of Birth: Nationality:
5. Education [Indicate college/university and other specialized education of staff member,
giving names of institutions, degrees obtained, and dates of obtainment]:
6. Membership of Professional Associations:
7. Other Training:
8. Countries of Work Experience:
9. Languages:
10. Employment Record [Starting with present position, list in reverse order every employment
held by staff member since graduation, giving for each employment see format here below:
dates of employment, name of employing organization, positions held.]:
From [Year]: To [Year]:
Employer:
Positions held:
11. Detailed Tasks Assigned
12. Work Undertaken that best illustrates capability to Handle Tasks Assigned
a) List all tasks to be performed under this assignment
b) Among the assignments in which the staffs have been involved, indicate the following
information for those assignments that best illustrate staff capability to handle the
tasks listed within the Scope of Work ]

i. Name of assignment or project:

ii. Year:
iii. Location:
iv. Client:
v. Main project features:
vi. Positions held:
vii. Activities performed:

Signature & Date

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