IDBI BANK LIMITED
REQUEST FOR PROPOSAL (RFP) For ATM Managed Services
R
R
R
R
R
R
R
R
e
e
e
e
e
e
e
e
q
q
q
q
q
q
q
q
u
u
u
u
u
u
u
u
e
e
e
e
e
e
e
e
s
s
s
s
s
s
s
s
tttt
tttt
ffff
ffff
o
o
o
o
o
o
o
o
rrrr
rrrr
P
P
P
P
P
P
P
P
rrrr
rrrr
o
o
o
o
o
o
o
o
p
p
p
p
p
p
p
p
o
o
o
o
o
o
o
o
s
s
s
s
s
s
s
s
a
a
a
a
a
a
a
a
llll
llll
((((
((((
R
R
R
R
R
R
R
R
F
F
F
F
F
F
F
F
P
P
P
P
P
P
P
P
))))
))))
E
E
E
E
E
E
E
E
N
N
N
N
N
N
N
N
D
D
D
D
D
D
D
D
T
T
T
T
T
T
T
T
O
O
O
O
O
O
O
O
E
E
E
E
E
E
E
E
N
N
N
N
N
N
N
N
D
D
D
D
D
D
D
D
R
R
R
R
R
R
R
R
e
e
e
e
e
e
e
e
c
c
c
c
c
c
c
c
o
o
o
o
o
o
o
o
n
n
n
n
n
n
n
n
c
c
c
c
c
c
c
c
iiii
iiii
llll
llll
iiii
iiii
a
a
a
a
a
a
a
a
tttt
tttt
iiii
iiii
o
o
o
o
o
o
o
o
n
n
n
n
n
n
n
n
S
S
S
S
S
S
S
S
o
o
o
o
o
o
o
o
llll
llll
u
u
u
u
u
u
u
u
tttt
tttt
iiii
iiii
o
o
o
o
o
o
o
o
n
n
n
n
n
n
n
n
ffff
ffff
o
o
o
o
o
o
o
o
rrrr
rrrr
D
D
D
D
D
D
D
D
e
e
e
e
e
e
e
e
b
b
b
b
b
b
b
b
iiii
iiii
tttt
tttt
C
C
C
C
C
C
C
C
a
a
a
a
a
a
a
a
rrrr
rrrr
d
d
d
d
d
d
d
d
T
T
T
T
T
T
T
TABLE OF CONTENTS.
Sr No Contents Page
Number
1 Document Control Sheet 4
2 Disclaimer 5
3 Section - I - Request for Proposal 6
4 Section – II - Eligibility Criteria for the Bidder 13
5 Section- III - Scope of Work 14
6 Section – IV - Instructions to the Bidder 30
7 Section –V - Terms and Conditions 37
8 Annexure- 1 Offer Covering Letter 61
9 Annexure- 2 Functional Specifications 63
10 Annexure- 3 Technical Specifications 78
11 Annexure- 4 Indicative Commercial Bid 81
12 Annexure- 5 Eligibility Criteria & Details of Bidder 82
13 Annexure- 6 Bank Details 85
14 Annexure- 7 Experience in Providing Reconciliation Software
86
15 Annexure- 8 Details of Support Centers 87
16 Annexure- 9 Format for Raising Pre-Bid Clarifications 88
17 Annexure- 10 Power Of Attorney 89
18 Annexure- 11 Undertaking 91
19 Annexure- 12 Agreement/Contract 93
20 Annexure- 13 Deed of Indemnity 96
21 Annexure- 14 Non-Disclosure Agreement 99
22 Annexure- 15 Format for Unconditional Acceptance of Terms & Conditions of the RFP
104
23 Annexure- 16 Performance Security 105
24 Annexure- 17 Certificate regarding Change in Ownership 109 25 Annexure- 18 Checklist to be given by the bidder at the time
of technical bid
Document Control Sheet
Name of the Company IDBI Bank Ltd.
Bid Ref No IDBI Bank/ CPU-TN-DC-04/ December 2014
Date of commencement of issue of tender document
[02-12-2014]
Cost of the BID Document (non-refundable)
Rs 10,000 (Rupees Ten Thousand only) EMD (Earnest Money Deposit)
Amount
Rs 10 lakhs (Rupees Ten Lakhs only)
Last date for submission of Pre-bid queries
[1500] Hrs on [10-12-2014]
Queries should be forwarded strictly in the format given in Annexure 9 of this RFP to Shri Ravi Aswani (r_aswani@idbi.co.in) and Shri Prashant Rao ( p_rao@idbi.co.in) Date of Pre-bid meeting with
Bidders
[1100] Hrs on [15-12-2014]
Last Date and Time for Receipt / Submission of Bids
[1500] Hrs on [23-12-2014] Date and Time of opening of
Technical Bids.
[1600] Hrs on [23-12-2014]
(Eligibility and technical bid evaluation will be done at a later date.)
Date and time of opening of indicative Price /Indicative Commercial Bid
After Evaluation of Technical Bids and short listing of bidders, Date, Time and Venue for opening of indicative commercial bids would be conveyed to eligible bidders. Schedule of Conducting of
Online Reverse Auction
Date will be intimated via email after opening of Commercial Bid. (ORA is at discretion of Bank).
Place of Opening of bids /pre-bid meeting
IDBI Bank
Central Processing Unit, 6th Floor Plot No 90, Road No 7, Street No 15 MIDC, Andheri East
Mumbai – 400093
Address for Communication The Asst General Manager, IDBI Bank
Card Division, 5th Floor, Central Processing Unit
Plot No 90, Road No 7, Street No 15 MIDC, Andheri East
Mumbai – 400093
Email - r_aswani@idbi.co.in or p_rao@idbi.co.in
Note:
1. This tender document is the property of IDBI Bank Ltd. & is not transferable. 2. If a holiday is declared on the dates mentioned above, the bids shall be received
/opened on the next working day at the same time specified above.
Disclaimer
The information contained in this Request for Proposal (“RFP”) document or information provided subsequently to Bidders or applicants whether verbally or in documentary form by or on behalf of IDBI Bank Limited. (“IDBI Bank” or "Bank"), is provided to the Bidder(s) on the terms and conditions set out in this RFP document and all other terms and conditions subject to which such information is provided.
This RFP document is not an agreement and is neither an offer. This RFP is to invite proposals from applicants who are qualified to submit the bids (hereinafter individually and collectively referred to as “Bidder” or “Bidders” respectively). The purpose of this RFP is to provide the Bidders with information and to assist the formulation of their proposals (Bids). This RFP does not claim to contain all the information each Bidder may require. Each Bidder should, at own costs without any right to claim reimbursement, conduct its own independent investigations and analysis and is free to check the accuracy, reliability and completeness of the information in this RFP. IDBI Bank makes no representation or warranty and shall incur no liability under any law, statute, rules or regulations as to the accuracy, reliability or completeness of this RFP. The information contained in the RFP document is selective and is subject to updating, expansion, revision and amendment. IDBI Bank does not undertake to provide any Bidder with access to any additional information or to update the information in the RFP document or to correct any inaccuracies therein, which may become apparent. IDBI Bank reserves the rights of discretion to change, modify, add to or alter any or all of the provisions of this RFP and/or the bidding process, without assigning any reasons whatsoever. Such change will be published on the Bank's website. Any information contained in this RFP will be superseded by any later written information on the same subject made available by IDBI Bank at its website.
Information provided in this RFP is on a wide range of matters, some of which may depend upon interpretation of law. The information given is not intended to be an exhaustive account of statutory requirements and should not be regarded as a complete or authoritative statement of law. IDBI Bank does not own any responsibility for the accuracy or otherwise for any interpretation or opinion on law expressed herein. Further, IDBI Bank also does not accept liability of any nature whether resulting from negligence or otherwise howsoever caused arising from reliance of any Bidder upon the statements contained in this RFP.
IDBI Bank in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP. IDBI Bank reserves the right to reject any or all the expression of interest / proposals received in response to this RFP document at any stage without assigning any reason whatsoever. The decision of IDBI Bank shall be final, conclusive and binding on all the Bidders/parties directly or indirectly connected with the bidding process.
SECTION - I
Request for Proposal
1.1 Background
1.1.1 IDBI Bank Limited (“IDBI Bank/Bank”) is a company incorporated and registered
under Companies Act, 1956 (1 of 1956) and a banking company under section 5 (c) of the Banking Regulation Act, 1949 (10 of 1949). IDBI Bank is also a Scheduled Bank as notified by the Reserve Bank of India under the Reserve Bank of India Act, 1934. and has been categorized under a new sub group "other public sector bank". As on date, IDBI Bank is engaged in providing finance to industries and banking business.
1.1.2 IDBI Bank, has card base of approximately 68 Lacs debit cards and has a daily volume of approximately 5,50,000 ATM and POS (Point of Sale) transactions in a day. IDBI Bank produces approximately 10000 debit cards in a day. IDBI Bank has deployed 2710 ATMs, 15252 POS devices at merchant locations and various networks like VISA, MasterCard, NPCI Net, Rupay, Bancs, Amex etc. through which approximately 5,50,000 financial and non-financial transactions are processed on a normal day. IDBI Bank intends to avail services of a Bidder of repute having proven expertise and competence in the field of providing a solution for reconciliation of Debit Card Transactions and ATMs.
1.1.3 IDBI Bank therefore, invites Request for Proposal (“RFP”) for providing a software solution offering END TO END Reconciliation Solution for Debit Card Transactions and ATMs at Bank’s primary and DR (Disaster Recovery) site, from Bidders having proven past experience and competence in the field of providing transaction reconciliation solutions in various banks at different locations PAN India, as mentioned in the scope of services. The RFP document may be downloaded from the Bank’s official website www.idbi.com. The cost of the RFP document is Rs.10000/- (Rupees Ten Thousand Only) and Bidder is required to submit the same in the form of Demand Draft / Pay Order in favour of IDBI Bank Limited, payable at Mumbai at the time of submission of the technical bid, failing which the bid of the concerned Bidder will be rejected. The cost of this RFP is non-refundable. For avoidance of doubts it is clarified that the amount so paid towards the cost of RFP is not earnest money / security deposit and shall not be adjusted against any amounts paid/ payable by the Bidder.
1.1.4 All costs and expenses (whether in terms of time or money) incurred by the Bidder in any way associated with the preparation and submission of responses, including but not limited to attendance at meetings, discussions, demonstrations, etc. and providing any additional information required by Bank, will be borne entirely and exclusively by the Bidder. IDBI Bank shall in no case be held responsible or liable for such costs, regardless of the conduct or outcome of the biding process including but not limited to cancellation / abandonment / annulment of the bidding process. 1.1.5 The RFP document is intended solely for the information of the party to whom it is
issued (“Recipient”). Each Recipient may notify the Bank of any error, fault, omission, or discrepancy found in this RFP document as pre-bid query on or before the last date of submission of pre-bid query. A Recipient will, by responding to this RFP document, be deemed to have accepted the terms as stated in this RFP.
1.1.6 The RFP cannot be sold and / or transferred / assigned. If the same is done, Bid shall liable to be summarily rejected by IDBI Bank. Any decision of IDBI Bank in this regard shall be final, conclusive and binding on the Bidder.
1.1.7 The Bidder is expected to examine all instructions, forms, terms and specifications contained in the RFP. Bid shall be deemed to have been made by the Bidder after careful study and examination of this RFP with full understanding of its implications. Each Bidder should, at its own costs without any right to claim
reimbursement, conduct its own investigations, analysis and should check the accuracy, reliability and completeness of the information in this RFP and wherever felt necessary obtain independent advice. The Bid should be precise, complete and in the prescribed format, as per the requirement of this RFP. Failure to furnish all information required by this RFP or non-submission of a Bid in accordance with this RFP in each and every respect will be at the Bidder’s risk and may result in rejection of the Bid for which IDBI Bank shall not be held liable or responsible. Any decision taken by IDBI Bank as to completeness of the Bid or rejection of any / all Bid(s) shall be final, conclusive and binding upon the Bidder(s) and shall not be question / challenged by the Bidder(s).
1.1.8 The RFP document is intended solely for the information of the party to whom it is issued. Each recipient of the RFP (prospective Bidder) may notify the Bank of any error, fault, omission, or discrepancy found in this RFP document as pre-bid query on or before the last date of submission of pre-bid query.
1.1.9 A prospective Bidder requiring any clarification in relation to this RFP may in writing or by way of an E-mail contact the following personnel. The address for communication is mentioned in the Document Control Sheet.
Name of the officer
Contact Particulars Contact Number
Shri Ravi Aswani Email: r_aswani@idbi.co.in 022-66700528 Shri Prashant Rao Email: p_rao@idbi.co.in 022-66700529
IDBI Bank may respond to such clarifications by E-mail/Letter/Fax which it receives not later than [1500] hrs on [10-12-2014]. IDBI Bank shall not be responsible or liable for any delay in above communication caused due to any reason whatsoever. Further, IDBI Bank may hold a pre-bid meeting on any request or queries for clarification of this RFP, from the prospective Bidder, which it receives not later than [1500] hrs on [10-12-2014].
1.1.10 IDBI Bank reserves the sole right to amend / modify the RFP and/or to include any addendum to this RFP. The Bidder shall not claim as a right for requiring IDBI Bank to do the aforesaid.
At any time before the deadline for submission of Bids, IDBI Bank may, for any reason whatsoever, whether at its own initiative or in response to a clarification requested by prospective Bidder, modify this RFP and all such modifications shall be binding on them.
The amendments/addendum made to this RFP shall be brought to the notice of / made accessible to all prospective Bidders and all such amendments shall be binding on them.
If required, in order to allow prospective Bidders reasonable time, to take into account the amendment/addendum in preparing their Bids, IDBI Bank at its sole discretion reserves the right (but shall not be bound) to extend the deadline for the submission of Bids. However, no request from the Bidder, shall be binding on IDBI Bank for the same. The decision of IDBI Bank shall be final, conclusive and binding on all the Bidder(s) and shall not be questioned / challenged by the Bidder(s).
1.1.11 Notwithstanding the above, IDBI Bank in its sole discretion, may amend /modify the RFP after the deadline for submission of Bids and in such an event IDBI Bank shall extend the deadline so fixed for submission of Bids.
1.1.12 Tender offers will be opened in the presence of the Bidders’ representatives who choose to attend the opening of tenders on the above specified date, time and venue.
Technical Specifications, Terms and Conditions and various formats and pro-forma for submitting the tender offer are described in this RFP document.
1.1.13 The RFP document is not recommendation, offer or invitation to enter into a contract, agreement or any other arrangement, in respect of the services. The provision of the services is subject to observance of selection process and appropriate documentation being agreed between the IDBI Bank and successful Bidders as identified by the IDBI Bank, after completion of the selection process as detailed in this RFP document.
1.1.14 Decision as to any arithmetical error, manifest or otherwise in the response to Bid Document shall be decided at the sole discretion of IDBI Bank and shall be binding on the Bidder. Any decision of IDBI Bank in this regard shall be final, conclusive and binding on the Bidder.
1.1.15 In case of reduction of prices due to technological obsolescence / change of product model, the Bidder should pass on the price benefit to IDBI. Similarly, in case of any increase in prices the Bidder has to continue to absorb the same and not charge any additional amount other than the one arrived in the RFP.
1.1.16 The Prices must be indicated in Indian Rupees only. The price quoted by the bidder will be an all-inclusive price i.e. it shall include all taxes, levies, duties, insurance, transportation, freight, royalties, Installation and commissioning charges, if any, etc excluding service tax and Octroi.
1.1.17 In case there is any difference in rate quoted given in words and figures, the rate written in words shall be considered final & binding.
1.1.18 No extra cost shall be payable by IDBI Bank for integration with all relevant applications/systems for reconciliation.
1.1.19 Prices payable to the Bidder as stated in the Contract shall be firm and not subject to adjustment during performance of the Contract, irrespective of reasons whatsoever, including exchange rate fluctuations, changes in taxes, duties, levies, charges, etc 1.2 Bid Currency
Bids are to be quoted in Indian Rupees only. 1.3 Bid Price
Prices quoted by the Bidder shall be fixed during the Contract Period of 3years. The per-transaction Bid price (indicative) should be quoted by the bidder as per format given in Annexure 4 of the RFP. The indicative Price Bids of eligible and technically responsive shortlisted bidders would be opened. The date and time of opening of Price Bids (Indicative) will be communicated to such shortlisted Bidders. The price quoted by the Bidder will be an all-inclusive price and should be inclusive of applicable taxes, duties, levies, insurance, charges, Road Entry Tax, transportation, freight, royalties, installation and commissioning charges etc., but exclusive of Service Tax payable to Government Authorities and Octroi.. The price quoted shall not be subject to variation on any account, including exchange rate fluctuations, changes in taxes, duties, levies, charges etc. The Service tax as applicable from time to time on the fees payable will be borne / paid by the IDBI Bank. In case of any new tax on the fees payable for services rendered by the bidder being introduced subsequently, the same will be borne by the IDBI Bank.
The Bank will pay for actual number of financial transactions (on us / issuer/ acquirer / POS/ e-commerce) recorded at the Switch level for a day. The payment will be made on monthly basis for a particular month. The payment by IDBI Bank to the Bidder will be made as per the payment terms specified in section 5.31 of the RFP.
No charges other than the cost arrived as L1 price excluding service tax will be payable to the Bidder.
Prices that are not quoted as above will be summarily rejected. A bid submitted with an adjustable price quotation will be treated as non-responsive and will be rejected forthwith. Any decision of IDBI Bank in this regard shall be final, conclusive and binding on Bidders.
Prices quoted must be firm and final and shall not be subject to any re-openers or upward modifications, on any account whatsoever including exchange rate fluctuations, revision in taxes, duties, levies, charges etc. The Bid Prices shall be indicated in Indian Rupees (INR) only. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the Bidder.
1.4 Bid Security (Earnest Money Deposit [EMD])
1.4.1 The Bidder shall furnish, as part of its Bid, a bid security (EMD) as mentioned in document control sheet by way of demand draft or pay order in favour of ‘IDBI Bank Limited’ payable at Mumbai. The EMD shall be furnished in Indian National Rupee [INR] only. Any Bid not secured by EMD as mentioned above, shall be summarily rejected forthwith by IDBI Bank, without any further correspondence, as non-responsive. Any decision of IDBI Bank in this regard shall be final, conclusive and binding on the Bidder.
1.4.2 The EMD will not bear any interest and this amount shall be forfeited in the event of any evasion, avoidance, refusal or delay on the part of the Bidder to sign and execute the Contract/ agreements or any other document, as may be required by Bank in case the Bid is accepted by the Bidder.
1.4.3 The EMD of the Successful Bidder(s) will be returned within 90 days from date of signing of the Contract and submission of performance guarantee and other guarantee(s)/security in the form and manner satisfactory to IDBI Bank, within the stipulated time. It is clarified that no interest shall be payable by IDBI Bank on the EMD.
1.4.4 The EMD of the Unsuccessful Bidders’ will be returned to the Unsuccessful Bidder through NEFT/RTGS or any other mode as may be decided by IDBI Bank as promptly as possible but not later than 90 days after the expiration of the Bid Validity Period prescribed by IDBI Bank. No interest will be payable on EMD. 1.4.5 The EMD will be forfeited:
a) If the Bidder withdraws its Bid during the Bid Validity Period; or
b) If the Bidder makes any statement or encloses any form which turns out to be false, incorrect and/or misleading at any time prior to signing of Contract and/or conceals or suppresses material information; or
c) In the case of the Successful Bidder, if the Successful Bidder evades / avoids / refuses / delays / fails:
i. To sign the Contract in the form and manner to the satisfaction of IDBI Bank.; or
ii. To furnish performance security in the form and manner to the satisfaction of IDBI Bank.
Notwithstanding anything contained in the RFP, any decision in this regard by IDBI Bank shall be final, conclusive and binding on the Bidders and shall not be questioned / challenged by the Bidders
1.4.6 The Bidders shall submit their bids strictly in accordance with the terms and conditions of this RFP document. Any Bidder, who stipulates conditions contrary to the conditions given in this RFP document, is liable for rejection forthwith. Any decision of IDBI Bank in this regard shall be final, conclusive and binding on the Bidders.
1.5 Any decision as to compliance of the terms and conditions of this RFP document and on rejection of any tender document or any part thereof shall be at the sole
discretion of IDBI Bank Ltd. and shall be final, conclusive and binding on the tender /supplier/Bidder.
1.6 IDBI Bank reserves the right to adjust arithmetical or other errors in the bid, in the manner in which IDBI Bank considers appropriate or deem fit. Any adjustments so made by IDBI Bank shall be stated to the Bidder, if IDBI Bank makes an offer to accept his bid. The final decision as to any error manifest or otherwise shall be at the sole discretion of IDBI Bank and be final, conclusive and binding on the Bidder. 1.7 Period of Validity of Bids
a) Bids should be valid for 180 (One hundred and eighty) days from the last date of submission ( Bid Validity Period) A bid valid for a shorter period may be rejected by Bank as non-responsive, without any correspondence. Any decision in this regard by Bank shall be final, conclusive and binding on the Bidder.
b) In exceptional circumstances, Bank may solicit the Bidders' consent to an extension of the period of validity. The request and the responses thereto shall be made in writing. The refusal of the request for extension of the period of validity shall not forfeit or affect the validity of the Bid Security. A Bidder granting the request will not be permitted to modify its bid. Extension of Bid Validity Period by the Bidder should be unconditional and irrevocable. The Bid Security provided shall also be suitably extended by the Bidder
c) Any bid received by IDBI Bank after the last date for receipt of bids prescribed by IDBI Bank, will be rejected and/or returned unopened to the Bidder. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the Bidder(s). d) The Bidder should also submit a copy of this RFP along with Corrigendum, if any,
duly signed and stamped by its authorized signatory as acceptance of all terms and conditions including scope of work etc. mentioned in the RFP. The letter of authorization/ board resolution (certified true copy) shall accompany the Bid. The person or persons signing the Bid shall put his/her initial on all the pages of the Bid. The Corrigendum, if any, will be published only on the Bank’s website.
e) There may be a pre bid meeting with the Bidders on the stipulated date and time to address any queries in connection with the RFP document. It is essential that all clarifications/queries be submitted to IDBI Bank before the date specified on document control sheet and in the format given as per Annexure 9
f) A Bidder may modify or withdraw its Bid after its submission, provided that written notice of the modification or withdrawal is received by IDBI Bank prior to the closing date and time prescribed for submission of Bids. No Bid can be modified or withdrawn by the Bidder, subsequent to the closing date and time for submission of the Bid. The Bidder’s modification or withdrawal notice shall be prepared, sealed, marked and delivered in accordance with the procedure set-out for submission of Bids and shall be placed in an envelope marked as “MODIFICATION” or “WITHDRAWAL” as appropriate. A duly signed withdrawal notice may also be sent by fax or post so as to reach the designated office before the expiration of deadline for submission of Bids. g) No Bid may be withdrawn in the interval between the deadline for submission of Bids
and the expiry of Bid Validity Period. Withdrawal of a Bid during this interval may result in the Bidder’s forfeiture of its EMD.
h) The Bidders shall submit their Bids strictly in accordance with the terms and conditions of this RFP document. Any Bidder, who stipulates conditions contrary to the conditions given in this RFP document, is liable for rejection forthwith. Any decision of IDBI Bank in this regard shall be final, conclusive and binding on the Bidders.
i) The Commercial Bids of Bidders will not be opened for bidders who are technically disqualified and will not be taken up for further process and no discussions/interface will be granted to such Bidders.
j) IDBI Bank will scrutinize the Bids to determine completeness, accurateness and whether items are quoted as per the schedule etc. IDBI Bank may, at its discretion, waive any minor non-conformity or any minor irregularity in the Bid. This shall be final, conclusive and binding on all Bidders and IDBI Bank reserves the right for such waivers.
k) The Bid prepared by the Bidder, as well as all correspondence and documents relating to the Bid exchanged by the Bidder and IDBI Bank and supporting documents and printed literature shall be in English.
l) Technical details must be completely filled up. The Bid form and the documents attached to it shall not be detached or removed one from the other and no alteration(s) or mutilation(s) (other than filling in all the blank spaces) shall be made in any of the Bid documents attached thereto. However, alterations or changes to the entries in the attached documents shall be made by a separate covering letter, in the absence of which it shall be rejected forthwith. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the Bidder.
m) IDBI Bank will not entertain any enquiries from the Bidders post Bid opening on the status of the Bid, nor allow any price reductions during the course of technical or commercial evaluation, till the selected Bidder is notified. No Bidder shall contact IDBI Bank on any matter relating to its Bid, from the time of offer opening to the time the Contract is awarded. Any effort by a Bidder to influence IDBI Bank in its decision on Bid evaluation, comparison or Contract award decisions may result in the rejection of the Bidder’s Bid forthwith. Any decision of IDBI Bank in this regard shall be final, conclusive and binding on the Bidder.
n) The Bank reserves the right to accept or reject any Bid/offer received in part or in full, and to cancel the Bidding process and reject all Bids at any time prior to award of Contract, 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 Bank’s action. IDBI Bank shall not be bound to give any reasons or explain the rationale for its actions/decisions to annul or abandon or cancel the bid process. IDBI Bank further reserves the right to re-issue/re-commence the Bid or circulate new RFP altogether on the subject matter or any activity or part thereof concerning thereto.
1.8 Format and Signing of Bid
a) The Bidder shall submit Only One Original set of the bid.
b) The original bid shall be typed or written legibly. The original shall be signed by the Bidder or a person or persons duly authorized to bind the Bidder to the Contract. c) The bid shall contain no interlineations, erasures or overwriting except as necessary to
correct errors made by the Bidder, in which case such corrections shall be initialed by the authorised person or persons signing the bid.
d) The bid should be a complete document and should be bound as a volume. The
document should be printed on one side only with page numbers and appropriately flagged and contain the list of contents with page numbers. The
deficiency in documentation may result in the rejection of the Bid. Any decision in this regard by Bank shall be final, conclusive and binding on the Bidder.
e) Each page should be stamped and initialed by authorized signatory. f) The Bidders shall seal and mark the Bid accordingly.
g) If the outer cover of the bid is not sealed and marked appropriately, IDBI Bank will assume no responsibility for the bid's misplacement or premature opening.
1.9 Bidder Qualification
a) The "Bidder" as used in the Bid Documents shall mean the one who has signed the Bid Form. The Bidder may be either the Principal Officer or his duly Authorized Representative, in which case he/she shall submit a certificate of authority. All certificates and documents (including any clarifications sought and any subsequent correspondences) received hereby, shall, as far as possible, be furnished and signed by the Authorized Representative and the Principal Officer.
b) It is further clarified that the individual signing the Bid or other documents in connection with the bid must certify whether he/she signs as Constituted Attorney of the firm / company.
c) The Bidder shall sign the bid with the exact name of the firm to whom the contract is to be issued. The bid shall be duly signed and sealed by an authorised officer of the Bidder’s organization. Each bid shall be signed by a duly authorized officer.
d) The Bidder shall clearly indicate their legal constitution and the person signing the bid shall state his capacity and also source of his ability to bind the bidder.
e) The power or authorization, or any other document consisting of adequate proof of the ability of the signatory to bind the Bidder shall be annexed to the bid. IDBI Bank may reject outright any bid not supported by adequate proof of the signatory’s authority. 1.10 Late Bids
Any bid received by Bank after the last date and time (as referred in the Document Control Sheet) for receipt of bids prescribed by IDBI Bank, will be rejected. Any decision in this regard by IDBI Bank shall be final, conclusive and binding on the Bidder.
1.11 Signing of Contract
a) After Bank notifies the successful Bidder that its bid has been accepted; IDBI Bank will issue a letter of intent to the selected bidder. After receiving the same the selected bidder would send acceptance in writing within one week from the date of the receipt
b) The Successful Bidder should sign the Agreement / Contract Form at Mumbai (as given in Annexure 12) within 15 days of receipt of notification of award of contract.
SECTION - II
Eligibility Criteria for the Bidder
The qualification for selecting a bidder will primarily depend upon the level of expertise and experience, capacity and capability of the Bidder.
2.1 The Bidder submitting the offer should be a registered company in India.
2.2 The Bidder should be in the business of implementing or providing outsourcing services for ATM Cash Balancing and ATM, POS, Networks and E-commerce transaction reconciliation for a minimum period of three years as on the bid submission date.
2.3 Bidder should have Transaction Reconciliation software or OEM license and is providing reconciliation services in at least two scheduled commercial Bank in India (including one PSU Bank in India) for at least one year and having a transaction volume of 3 lac transactions per day.
2.4 The Bidder should have a minimum turnover of Rs.20 crores for each of the previous 3 financial years as per the audited financial statement. i.e. FY 2011-2012, FY 2012-2013 and FY 2012-2013-2014. Copies of the last three financial year's audited balance sheets along with other details as per the form prescribed in Annexure-5 should be submitted along with the offer.
2.5 The Bidder shall have positive net worth and in profit for the last 2 financial years viz., 2012-13, and 2013-14.
2.6 The bidder should not have been put in the negative list or be blacklisted by any Government Department / PSU / PSE or Bank for breach of any law or violation of regulatory prescriptions or breach of agreement. The Bidder has to submit self certification on its letterhead.
2.7 The applicant bidder should have all necessary licenses, permissions, consents, no objections, approvals as required under the law for carrying out its business.
2.8 The bidder must comply with government’s rules and regulations like minimum wages Act, Provident fund and ESIC facility standard. (Proof of compliance and labour license needs to be submitted along with the quotation)
2.9 The Bidder is required to submit the supporting documents as mentioned in Annexure
5 for satisfying the eligibility criteria as mentioned in this RFP.
2.10 The Bidder must comply with all above-mentioned criteria. Bidders who meet these criteria would only qualify for the second stage of evaluation. Non-compliance of any of the criteria will entail rejection of the bid summarily. Photocopies of relevant documents / certificates should be submitted as proof in support of the claims made. IDBI Bank reserves the right to verify /evaluate the claims made by the Bidder independently. Any decision of IDBI Bank in this regard shall be final, conclusive and binding upon the Bidder.
2.11 Bidder should comply with all applicable Union, State and local laws, ordinance, regulations in performing its obligations including the procurement of licenses, permissions, certificates, etc. payment of taxes, if required. Bidder has to submit self-certification on its letterhead.
2.12 The Bidder should have trained /experienced personnel and manpower to carry out this activity.
Note: All documentary evidences/certificates confirming compliance criteria should be part of Technical bid
SECTION – III Scope of Work 3.0.1 Background:
IDBI Bank has connectivity with various financial networks like NPCI Net, VISA, MasterCard, BANCS, Cashnet, Amex and other Bilateral Consortium Networks etc. through which IDBI issuer and acquirer transactions are processed.
3.0.2 Brief Technical Scope of the Project:
1. The project is to be executed on an OPEX Model; where in the required application reconciliation software and the manpower for doing the reconciliation services is supplied by the bidder and sized to meet the current and projected requirement. 2. In case the software is not owned by the bidder, the bidder needs to have back to
back arrangement with OEM for implementation, maintenance and customization of the Transaction Reconciliation Software without any cost to IDBI Bank. The bidder also needs to provide letter from OEM confirming that the software implementation, maintenance, necessary customization will be carried out specifically for IDBI Bank for the entire contract period. The copy of the ATS agreement between the bidder and the OEM should also be given to IDBI Bank. The ATS agreement must be valid for the entire contract period plus 6 months.
3. The Hardware, database, OS and security patches will be provided by IDBI Bank. Any other third party tools / applications required to run the application will have to be provided by the bidder.
4. The bidder shall upgrade the systems and software application from time to time in order to ensure the Service Levels are met.
5. The bidder shall deploy adequate number of skilled & experienced manpower to carry out reconciliation of ATM/Debit Card transactions and ATM Balancing considering fallback / disaster arrangements.
6. The space for hosting the solution and for carrying out the operations such as telephone and PC Workstations will be provided by IDBI Bank at any of the IDBI Banks premise in Mumbai or from any other location decided by the Bank from time to time.
7. BCP & DR: The necessary hardware, database, OS and security patches will be provided by IDBI Bank and the Bidder shall do the like-to-like setup of the Hardware, System Software, application Software, OS and Database with Real Time Data Replication at the Disaster Recovery Site of the Bank or any other space provided by IDBI Bank as a part of BCP, so that the reconciliation solution can easily be commenced from the alternate location when the BCP is invoked.
8. The required connectivity between Data Center (DC) & Disaster Recovery (DR) Site shall be provided by IDBI Bank.
9. The application software to be web enabled and RDBMS based.
10.The bidder should either own the software or hold license, with the right to customize the solution if required during the tenure of the contract. No additional cost for any form of customization to meet the scope will be paid by IDBI Bank. 11.The software should be efficient enough to upload and process minimum of 5 lacs
transactions per day with facility to upload partial data and give the pending status branch wise/ number of records wise etc.
12.It should also be scalable for taking higher transaction volume in the future.
13.The RDBMS and the proposed software solution should be able to continue uninterrupted in case of a failure of any system component including disk failure, disk controller failure, node failure etc.
14.The bidder to ensure security and confidentiality of the data or information obtained from IDBI Bank.
15.The data so received by the bidder shall be used for the sole purpose of reconciliation and thereafter the same shall be the property of IDBI Bank and same shall be in the custody of IDBI Bank.
16.The bidder to generate MIS reports in softcopy as well as printed hardcopy, the formats and the frequency of submission of MIS shall be decided by IDBI Bank. Any other details which may be required by IDBI Bank shall also be provided by the successful bidder in the desired format.
17.It will be binding upon the bidder to install the solution and integrate it with related systems. In case of problem, the same has to be settled by the bidder with the concerned vendors.
18.The bidder should provide all interfaces required with CBS, ATM Switch, DCMS, Web services, other packages provided by the networks, Dispute Tracker of the bidder and any other systems.
19.The turnaround time for reconciliation of any transaction shall be T+1 day. The bidder will be required to follow-up with branch, Bank’s ATM Managed Service Provider and Ministry of Finance Service Providers for obtaining data-files/settlement files/CBR/EJ/JP or any other information required for reconciliation of ATM, claim settlement and Network Reconciliation of Transaction. The bidder will be required to handle queries from branches on the reconciled and pending entries etc.
20.The bidder will handle the reconciliation of other payment systems handled through the ATM switch such as mobile recharge, Online Payment Gateway, or any other enhancement and new services from time to time during the contract period etc. 21.The bidder must have the provision to customize the solution if required during the
tenure of the contract.
22. The successful Bidder has to impart necessary basic training to the employees of the bank to handle the system in case of need.
23.The successful Bidder has to provide the necessary resources available to manage the application as per the policy of the Bank.
3.0.3 Reconciliation Process
4-way reconciliation is to be done for ONUS and Acquirer transactions; 3-way reconciliation is to be done for Issuer – ATM and POS transactions. ATM cash balancing is to be done along with chargeback management / dispute resolution for all transactions, preparation of settlement vouchers, generation of uploadable files and exception reporting.
The Application should have the provision to handle incoming Settlement & other files for debit cards from Schemes (Visa/ Master card / Rupay), Cashnet, NFS consortium and bilateral consortiums, Bancs, Amex etc. File formats differ for schemes and consortiums. System should have the provision to define parameters by users, report violations and exceptions handling by user intervention. System should be capable of reconciling incoming and outgoing files with regard to VISA/MasterCard/Rupay etc.
3.0.4 Record Management
1. Obtaining and preserving Electronic Journal (EJ) Log: Bidder will obtain the EJ from the internal site of IDBI Bank for the purpose of reconciliation and resolution of dispute.
2. Maintenance of records related to disputes –as mandated by respective network guidelines should be maintained by the bidder.
3. Handling of Banking Ombudsman / Legal authorities – documentary evidence is to be provided by the bidder as per their requirements.
4. Daily cash summary and cash balance report – these reports should tally with individual ATM cash balances: Reports of various ATM vendors should be matched with the ATM wise cash balances including reconciliation of suspect / failed transactions.
3.0.5 Management Information System:
The bidder is supposed to provide all the reports as per the requirements of the operations team, business team, regulatory authorities and any other report required time to time from Bank/RBI / Network guidelines or other governing bodies at no additional cost.
The MIS shall form the basis of dispute management, transaction level reconciliation, ATM Balancing reports, Chargeback Management, Charges and Fees paid / collected, settlement, exception reporting and monitoring of receivable and payable accounts. The details are given in the later part of the document.
3.0.6 Right of Information Act:
The bidder is expected to provide the information necessary pertaining to the transaction so that the Information can be submitted to the applicant of RTI.
3.0.7 Transaction Process
Reconciliation process should identify various types of failed and reversed
transactions so as to facilitate credit to customer accounts as well as release of credit adjustment through various networks. The uploadable file has to be provided by the bidder as per IDBI Bank provided format.
Recovery of claims paid by the Bank vis-à-vis the actual amount to be re-loaded in ATM and/or recovered from the service provider, including entry wise details/ MIS there of: Banks requirement is summary report of claim settled by the Bank as per frequency determined by the Bank which should be matched with the claims raised through the system of NPCI/VISA/Master etc and also amount recoverable from the various bidder towards ATM cash differences and dispute settlement. The report should be submitted covering any mismatch in the above.
3.0.8 Future Requirement
Future utilities which may be made live in ATMs and debit card - vendor has to give the Bank roadmap for implementing such future requirements of the bank. In case of any other specific requirement from bank as per the guidance and under the legal framework of RBI/NPCI/Finance Ministry, bidder must able to include such addition, amendment in the system.
The bidder must be capable to modify and incorporate changes in procedures and policies, accounting and settlements in line with Bank/VISA/Mastercard/NPCI/Government of India etc. requirements.
No additional cost for any form of customization to meet the present scope and future requirement will be paid by the Bank.
The broad scope of work/services to be provided by bidder is as detailed below:-
3.1 ATM Transactions Reconciliation – ONUS and Acquirer
3.1.1. The system should be capable of performing 4 way reconciliation (i.e. Switch, CBS, EJ, and CBR) for ATM Transactions (ONUS and Acquirer Transactions- credit leg) and 3 way reconciliation (i.e. Switch, CBS, and Network Switch) for Acquirer transactions- debit leg.
3.1.2. Bank will receive Electronic Journal (EJ) from ATM MSP, raw files of Transactions from Switch, CBS/Bank’s SFTP server on daily basis which are required to be reconciled by the recon solution. There has to be an Interface to collect the SWITCH data through secure FTP and upload and to identify mismatches and duplicate transactions.
3.1.3. Bank will receive settlement files, Charge Back Claims file and Raw Data Files received from NPCI Net, National Financial Switch (NFS), DFS, Master, Visa, CashNet, Bancs, Bilateral consortium networks etc. In case the Bank decides to join
any other payment network in the future, the bidder should make necessary modifications/enhancements in the software to enable the reconciliation of the transactions.
3.1.4. System should have an In-built reconciliation rule table to reconcile transactions based on various parameters. The unmatched entries upon completion of the four way reconciliation to force matched based on the parameters set by the Bank.
3.1.5. Generation of Reports like entries un-reconciled per ATM and ATM Network wise. System should generate exception reports like:
1 Switch Outstanding 2 Core Outstanding
3 Tie-up Banks Outstanding
4 VISA/Master/NFS/ATM Outstanding.
3.1.6. Generation of uploadable files as per CBS format to post exception entries to CBS as per Bank’s Accounting System.
3.1.7. Check for duplicate processing of a single claim and also should be available to stop processing the same file more than once.
3.1.8. For other Bank debit card transactions on our ATMs (Acquired), uploading of the chargeback received in the system and generation of the report for the same citing the status in the ATM and EJ. Generation of Accounting Entries for failed transactions for which chargeback is received, upload files in DMS and management of the chargeback received for various network, such as NFS, Visa, Master, Bancs, Cashnet, Bilateral consortium networks etc. and MIS for the same.
3.1.9. In case of acquiring transaction on Bank ATM, if the claim is payable from overage/excess amount for ATM, the overage has to be reduced by the amount for which the claim was settled, and the reconciliation report for balance overage should reflect the same.
3.1.10.Reconciliation of acquiring Mobile Recharge Transactions through ATM. Generation of exception reports, and preparation of settlement vouchers. Generation of uploadable files for reversals, debit adjustments and credit adjustments.
3.1.11.The reconciliation of the Bank’s suspense account for the overages should include the reduction of the amounts for the disputes settled cases and addition of fresh excess / overages on a day to day basis.
3.1.12.Check for duplicate posting for single claim.
3.1.13.Uploading of reconciled and unreconciled files, Raising of proactive credit adjustment, debit adjustments and technical chargebacks on the basis of 4-way reconciliation for ONUS and acquirer transactions and network credit adjustment files in the Bidder’s Dispute Management System.
Providing uploadable file of unsuccessful transactions for recredit to cardholders account of our Bank and other network separately for credit adjustments.
Providing uploadable file of successful transactions but not debited to accounts for debit to cardholders account of our Bank and other network separately for debit adjustments.
Generation of uploadable files for debiting of charges for transactions either fully or partly for domestic and international transactions.
3.1.14.The bidder has to upload the reconciled and unreconciled files, proactive credit adjustment files, network credit adjustment files in the Bidder’s Dispute Management System.
3.2 Cash in ATM Balancing
3.2.1. Interface for Uploading Cash Balancing Report (CBR) received from the bidder and branches. The software should be able to store / retrieve Cash Balancing Report CBR along with Switch, CBS and EJ data and reconcile the same with the Bank records. The system should be capable to decrypt the error codes of the EJ of various ATM providers.
3.2.1. Update and Reconcile report from cash management services agencies with Bank Records.
3.2.2. A Cross verification of actual cash loaded and logical cash loaded by comparing ATM cash counters with admin transactions. Reconciliation of ATM cash, Switch Cash Balance with Physical cash at ATM.
3.2.3. Computation of cash dispensation amount between EOD processes for all ATMs as per Switch Data, CBS Data and EJ. Reconciliation and generation of mismatches on a daily basis of the ATM transactions (EJ File) with banks CBS host, ATM switch file, Network files.
3.2.4. Comparison of computed amount with dispensation report in CBR.
3.2.5. Reporting of overages and shortages of CBR dispensation vis-à-vis Switch Data, CBS Data and EJ and storing in the system.
3.2.6. In case of shortages, analysis of Switch Data and EJ Data to identify transaction and reason for shortage. Intimation to Bank of the reason and initiate the necessary corrective action i.e. generate uploadable files for debiting customer’s account, raise claims with other Banks as per Network TAT, report for claiming from ATM Vendor, and debiting to shortages account.
3.2.7. In case of overages, analysis of Switch Data and the EJ Data to identify the transaction for settlement of chargeback claim received & proactive Credit Adjustments generate uploadable files for parking of the overages for future dispute settlement.
3.2.8. In case of loading differences, the same is to be resolved by contacting the branch, or the MSP vendor or the MOF vendors in case of branch ATMs, offsite ATMs, and MOF ATMs and any other vendor as appointed from time to time under ATM Business Model.
3.2.9. Bank maintains one office account per ATM (Cash Account) in CBS. Bank also maintains issuer office account and acquirer office account per ATM Network. On daily basis the report needs to be generated providing balances of all these accounts along with the receivables, payables, outstanding amount. Since these are running accounts the balancing of the previous period is required to be done and such outstanding balances will be taken as a cut off balance for the purpose of reporting to the Bank.
3.2.10.System based computation of ATM cash dispense between ATM EODs.
3.2.11.Maintain mirror accounts of ATM Cash accounts, Network pool accounts and Overages/ Shortages suspense accounts and balancing of the same with the credits and debits received and reporting the same to the Bank.
3.2.12.Bank maintains settlement accounts with different banks for different ATM Networks (For Visa, Master Card, Bancs settlements etc. Bank maintains account with Bank of America, Bank of India and RBI for NFS Network). On daily basis, the software has to provide reports for funding these accounts based on the settlement files. The software should provide uploadable files in CBS format for internal transfer of settlement amount to the different office accounts of the Bank.
3.2.13.Contacting the Branches for obtaining EJ files/ATM Cash tallying report where cash tallying is done by the Branch for disputes resolution
3.2.14.Cash tallying certificate of individual ATMs on a daily basis and maintaining for production to Ombudsman along with other documents to be produced before Ombudsman or consumer forums in case of disputes.
3.3 Third Party Reconciliation and Accounting – Issuer Transactions & Coop Bank Arrangement under NFS & others.
3.3.1 The solution should be capable of doing the
a) 3-way reconciliation is to be done for Issuer – ATM and POS transactions by checking bank switch, network switch and CBS.
b) Reconciliation of issuer transactions in various third party network to which bank is associated like VISA, MasterCard, NFS, Rupay, Cashnet, Bancs, Amex, Bilateral consortium networks, Visa C2C, etc
c) Reconciliation of non-financial transactions and off-line VMT (VISA Money Transfer) transactions.
d) Reconciliation of all card products including (WCC and GCC) transactions in various currencies, preparation of settlement vouchers, preparing of uploadable files, raising of chargebacks and responding to disputes raised by customers within the prescribed TAT guidelines of the respective network. Appropriate action to be taken for incoming debits on account of late presentments, no authorization and duplicate processing, cash fee, tips and exchange fluctuations.
e) Preparation of uploadable files for posting of entries related to Co brand products where transactions will be authorized out of IDBI Bank’s system like ITZ cash card/Prepaid card transactions. System should also allow raising of chargeback for ONUS and OFFUS ATM Transactions of ITZ Cash card holders. Updating of MIS from TT-140 file received from ITZ Cash Card. Submitting report of ITZ Cash ONUS transaction report on a daily basis to ITZ Cash Card Team. Handling any other activities pertaining to ITZ Cash Card Transactions.
f) Reconciliation of all new products and tie-ups that may happen in future.
g) Reconciliation of Mobile Recharge Transactions through ATM, Mobile and Internet Banking. Generation of Exception Reports, and Preparation of Settlement Vouchers. Generation of uploadable files for reversals, debit adjustments and credit adjustments.
h) System should be able to extract the document proof from the respective Network DMS and host the same for issuer transaction in the Bidder’s Dispute Management System.
i) Reconciliation of Surcharge entries debited online and generation of difference of Base1 Base 2 file after taking into account the online entries pertaining to surcharge. Coop Bank’s ATM transactions Reconciliation
Presently the Bank has a tie up with 11 Cooperative Banks registered under NFS network. The transactions of the cards issued by them are processed by the ASP Switch. The reconciliation of transactions of the cards issued by these coop Banks need to be done in the similar fashion as is being done for bank’s own cards. For the purpose of Reconciliation Coop Bank’s customer transactions on the Bank’s ATM would be treated as acquirer transaction, and the transactions done on other Bank’s ATMS is to be treated as issuer transactions,
The reconciliation for /Sponsored/Associate Bank should cover at least the following:
Reconciliation of both Issuer and Acquirer Transactions
Automated Accounting entries for tie-up/Sponsored/Associate bank transactions
Update and Reconcile transactions Generation of settlement files bank wise Transaction based accounting
Computation of fees for Issuer /Acquirer transactions
3.3.2 Capability to handle all types of settlements and reconciliation works related to payments and receipts to the above networks, including but not limited to charge backs, dispute resolution as per the mechanisms set out by these networks / Bank. 3.3.3 Capable to modify and incorporate changes in procedures and policies, accounting
and settlements in line with Bank /VISA / MasterCard/ NFS/ Rupay/ CashNet, Amex, Bilateral Consortium networks etc. requirements.
3.3.4 For Debit Card Transactions on other bank ATMs, downloading and processing of representments received and sending emails to branches for such representment 3.3.5 Reconciliation and generation of unreconciled entries.
3.3.6 Reconciliation of incoming and outgoing files with regard to VISA / MasterCard /Rupay.
3.3.7 Creation of outgoing files for raising chargeback for VISA, MasterCard, NFS, Rupay, CashNet, Bancs, Amex, Bilateral consortium networks in the specified format of BASE II / IPM / xml and as per requirement of the network.
3.3.8 Generation of settlement vouchers for posting the entries in Finacle for transactions related to VISA/MasterCard /NFS/ Rupay/ CashNet, Amex, Bilateral Consortium networks etc etc.
3.3.9 Identification of Issuer fees, acquirer fees, and option to debit credit the respective GL’s.
3.3.10 Tracking of inflated transactions such as: Petrol, Railways, Tip adjustments, Other Option’s and Option to debit/Credit the respective GL’s
3.3.11 Cross tallying of Settlement Bank A/c foreign and local for VISA and MasterCard transactions with GL advice.
3.3.12 Computation of foreign exchange fluctuation, difference for international transactions and appropriate accounting in the respective network settlement voucher as per Bank’s Accounting System.
3.3.13 Computation of the settlement amounts and verification of the same with the settlement received from various networks.
3.3.14 Tracking various fees/ Charges/ penalties by VISA/MasterCard/NFS/Rupay / CashNet, Bancs, Amex, Bilateral consortium Networks.
3.3.15 Computation of Issuer fees, acquirer fees, balance enquiry fees and any other charges/difference in charges for debiting to cardholders account
3.3.16 Balancing of acquirer and issuer pool accounts, settlement accounts, chargeback accounts etc.
3.3.17 Uploading of new and modified customer mobile numbers in Enstage Software for verification of OTP during e-commerce transactions, and also any other activity related to the same in future.
3.3.18Processing of VISA Card to Card Transactions on a Daily Basis within TAT, and reconciliation and balancing of the VISA card to card transactions.
3.4 Monitoring Interchange and Switching Fees
3.4.1. Monitoring and maintaining MIS of Interchange Fee and other charges levied by various Networks and informing bank on exceptional variances found, if any in daily settlement.
3.4.2. Summary of service tax amounts of Issuer and Acquirer wise ATM Financial and Non-Financial Transactions along with transaction count and amount on the basis of Settlement report. and also calculation of TDS on Issuer Switching Fees. In case any changes are made in service tax rate, the system should show the revised amounts after the same is revised, and the amount calculated prior to revision should not get affected because of the change in the rate master.
3.4.3. Check should be made available to identify and ensure that there is no duplication of levying of Interchange and Switching Fees.
3.4.4. Monitoring and checking of fees charges, penalties levied by Visa, MasterCard, NFS VISA/MasterCard/NFS/Rupay/Cashnet, Bancs, Amex, Bilateral consortium networks in settlement checking against reports and appropriate accounting as per Bank’s Accounting System.
3.4.5. Provision for generation of uploadable files and MIS reports for Allocation of Interchange income earned for Acquirer Transactions of various Networks. These entries generated in uploadable files will be passed to the branches by uploading in Finacle.
3.5 Chargeback Management
3.5.1. Identification of the appropriate reason code of chargeback for each respective network. Compliance of the chargeback / retrieval request procedures
3.5.2. Automated processing and raising of chargeback and / or retrieval request in the respective network – VISA / Master/ NFS/ Rupay / Bancs / Amex / Cashnet and other Bilateral Networks. Also raising of representments / prearbitration / arbitration in the respective networks. Related MIS containing the information about the number and the status of chargebacks / representments / prearbitration / arbitration received and raised in the respective network is to be provided. Track has to be kept on the number of days (TAT) in each case of chargeback / representment / prearbitration / arbitration.
3.5.3. Checking if the transaction was done with 2 Factor authentication (2FA)
3.5.4. Details of Transaction lifecycle to be provided– History of retrieval request, chargebacks and remedy– Fulfillment-Documents sent to cardholder , Dates and other particulars of 1st chargeback, second presentment received, document received, arbitration chargeback, credit processed to cardholders – arbitration received, accepted /referred to MasterCard/Visa/ Rupay, retrieval fees chargeback – references decision of MasterCard/Visa/Rupay w.r.t compliance , pre-compliance etc.
3.5.5. Uploadable file to be provided for chargeback, representment, debit adjustment, credit adjustment, pre-arbitration, pre-arbitration representment, arbitration and good faith for both issuer and acquirer which will include penalty as well as per files downloaded from NFS-DMS site(format as per banks specifications )
3.5.6. Creation of chargeback/ arbitration chargeback for onward transmission to MasterCard/Visa/ Rupay.
3.5.7. Monthly/Quarterly/half yearly/yearly details of chargeback reports and any other related reports as specified by the Bank.
3.5.8. Generation of files for debiting or crediting the Card holder for the amount of Chargeback or Representment.
3.5.9. Generation of Reconciliation statement of chargeback accounts.
3.5.10.Menu for processing of miscellaneous debits/ credits/ charges/ fees to acquirers/issuers. Reversal of wrong debits received through incoming files.
3.5.11.Creation and completion of necessary chargeback questionnaire in VISA / Master / Rupay while raising the chargeback.
3.5.12.Generation of outgoing chargeback files.
3.5.13.Acceptance of arbitration chargeback and generation of Pre - arbitration /Arbitration / Pre compliance / Compliance letters wherever necessary.
3.5.14.Good Faith request Acceptance / Forwarding of our request.
3.5.15.Facility to attach scanned document in the system for Chargeback and Retrieval Request.
3.6 Dispute and Claim Management
3.6.1 The Bidder should have the Dispute module capable of handling the disputes related to ONUS, acquirer, issuer, POS and E-commerce transactions. The Dispute module should be web-based and accessible by users across various branches.
3.6.2 Upload of reconciled and unreconciled transactions in the Dispute Module of the Bidder. Capability of downloading the disputes from the dispute module of the Bidder. Automated processing, Dispute Management & settlement of dispute resolution at different stages under various networks, and with tie-up banks and third party transactions as per regulatory guidelines of each network.
3.6.3 Check for duplicate entry for single claim. Check for duplicate claims and ensure that posting for single claim is done only once.
