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Proposal

For

ECS Debit

Shriram City Union Finance- Andhra Pradesh

16h November, 2009

TechProcess Solutions Ltd.


Trade World Building, “C” Wing
3rd Floor, Kamala City,
Senapati Bapat Marg, Lower Parel,
Mumbai – 400 013
India.

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Table of Contents

Sr.No. Topic Page No.

1. Introduction and Company Background 3

2. Organizational Details 4

3. Business Strategy 5

4. Transaction Processing Fitment 5

5. Organization 6

6. Our Clients 6

7. Delivery Imperatives 7

Process Details
8. Objectives 8
Process Flow 10

9. Technology Overview 11

10. General Information 12

11. Commercials 12

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Introduction and Company Background

Mission Statement TechProcess Solutions Limited companies and 80 % of the asset


(TPSL) is India’s leading electronic management companies. TPSL
transaction processing company processed over 60 million debit
“To continue to pioneer
that offers end-to-end solutions in (account receivables) transactions
efficient, secure and scalable electronic transaction processing, and over 7 million credit (account
processing solutions in order data & document management payables) transactions in the year
to expand payments choices and software solutions. 2006.
and reduce processing costs
for our clients. We will The company provides end-to-end The data & document
achieve this by leveraging solutions in electronic transaction management arm of the company
our strengths in technology, processing ( ECS Debit, ECS Credit, provides end-to-end solutions
processing infrastructure and Direct Debit, Direct Credit, EBPP, across major BFSI companies for
fund settlement Online Payment Solutions), Data & their Origination, Servicing,
Document Management (Card Fulfillment, Cheque Processing,
capabilities."
Processing, Cheque Processing & Payment requirements.
Printing, New Business- Urban and Furthermore, TPSL engages in Data
Vision Rural, Order Processing ,CRM, Digitization, reconciliation,
Application Processing, Fund accounts payable and Logistics
“To be a leading provider of Reconciliation ,Policy Support for several major
transaction processing Administration , Policy Renewal enterprises in India.
services and software Collection, Loan Processing,
solutions globally Accounts Payable and Automated The Software Solutions arm of
Reconciliation to name a few) and TPSL is an innovative knowledge
benchmarked for innovation
Software Solutions to leading services entity that offers a full
and service quality." companies in the BFSI, Telecom, suite of custom business
Travel vertical. intelligence, advisory, and
At TechProcess, we are committed consulting IT solutions to address
to customer delight through our The company commenced its clients' critical business needs
dedicated services, organization operations in year 2000 and what across Banking, Insurance and
values, quality improvement and began as a payment processing Financial services. The arm is a
latest technology. business has today grown into a preferred provider of software
huge force in providing End to End solutions and self-service
TechProcess is focused and solutions across customer life cycle technology initiatives. The
organized player due to its strong and enterprise requirements for company’s comprehensive
technology background and record more than 200 corporations in the product/customized application
of accomplishment in providing country. suites offer a variety of options to
technology solutions. When you meet the requirements of various
outsource your project to The electronic transaction enterprises in the BFSI space. As a
TechProcess, you will have access processing capability of the matter of fact TPSL handles the
to host of value addition services. company that pioneered electronic largest treasury operations in the
payment processing in India is country for large PSU and Private
We can help your organization designed, both in technological Banks.
streamline operations, lower cost, and human assets to service the
strengthen customer relations and collections and payables
simplify your life. You get a trained TPSL is an ISO 9001-2008,
requirements of over 200 service ISO 27001:2005 certified
team of people, provided with the provider in the BFSI, Telecom,
latest back office equipment and company and has a pan
Travel and Healthcare vertical. As
management. No capital expense, the country’s largest electronic
India presence through 80
no long-term commitments to transaction processing company, locations with a team of
hardware or staffing. You will find TPSL’s ECS transaction constitutes 3000+ talented and
our staff responsive, reliable and 85 % of RBI’s total ECS volumes, scalable professionals.
innovative. A difference you and services 70 % of insurance
your customers will appreciate.

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Organizational Details
Section 1.01

• TechProcess Solutions Limited, a Public Limited • Processed over 100 million transactions; 7 million
Company incorporated under the Companies Act, documents.
1956. • 70% of clearing house volumes handled by TPSL.
• 60% of Banks powered by TPSL in payment
• Registered office: processing.
Trade World Bldg.,”C” Wing, 3rd floor, • 80% of BFSI companies catered to by TPSL.
Kamala City, Senapati Bapat Marg,
Lower Parel, Mumbai 400 013. India. TechProcess has its presence across 80 locations in
India. The strategic presence across India has given
• Website : http://www.techprocess.co.in/ TechProcess an edge above the others.

• Date of Establishment/Incorporation – 8th Sept. Our Multiple Centers, serve as disaster recovery sites in
2000. case of uncalled failures or any natural calamities. Also
this gives us the flexibility to meet up with seasonal and
• A team of 3000+ talented and scalable holiday spikes giving us the ability to handle additional
professionals. volumes over and above the forecasted volumes.

• 5 years of experience in outsourcing services. Also having hubs across INDIA at strategic locations gives
us the ability to provide regional language support.
• 15+ locations PAN India offering outsourcing
services. We have the ability to provide both offline and online
support at these locations. In the offline model we carry
• Providing customized outsourcing services and out the activities at our locations and upload the final
solutions to over 200 organizations in the Banking, output to the client servers. In the online model we
Insurance, MF, Telecom and Retail verticals. work on the client systems via lease lines.

A Center of Excellence (COE)


model across BFSI vertical - the
stated objective - Building
expertise and shared services
concept across different
servicing verticals.

Currently provides back office


processing, Software services &
payments processing for more
than 200 companies across
different cities in India.

Aggressively ramped up to
absorb sudden spikes in
volumes, with high quality
standards; Strong Governance
and Compliance mechanism in
place.

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Business Strategy

The philosophy followed at TechProcess is to provide Infrastructure, People, Process, Technology & Training.
various enterprises in the BFSI space and beyond an The Strategy followed by our teams have been to
ecosystem where they are able to channelize their educate customers on our various offerings across
maximum energy on the core business and not on their payments, data & document and software services
business processes which enables them to set-up new which enables them to provide value through
customers, service existing customers, collect increasing the number of processes, innovation to
payments from customers at various stages of their automate and cost rationalization. The Clients benefit
lifecycle. Furthermore it would assist them to simplify by this approach as it gets them closer to goal of
their internal F&A functions thus presenting a great providing zero defect processes to their customers at
experience to their customers at large. large.

TechProcess has constructed three verticals “Payments, TechProcess benefits by investing for a matured
Data & Document processing and Software Solutions”, operations model, healthier relationship at a Senior
largely to cater to the above requirements. TPSL has Management Level and increasing wallet Share.
been successful to set up this ecosystem across

Transaction Processing Fitment

Payment Processing - Key Highlights


 Industry leader in ECS payments with presence in 80
locations.
In house systems that can be customised to clients ECS Debit &
requirements . Systems are highly scalable and is able to Direct Debit
manage sudden spikes and drops in volumes .
Back Office &
 Dedicated team of skilled staff with extensive domain and Fulfillment
process knowledge
Payment Gateway
 Strategic team structure & business continuity planning.
 Customised reporting and MIS to suit client requirements. Payment
Processing
 Process Mapping and Solution driven approach resulting in
a hands off activity for the client ECS Credit

 Work closely with regulators and clearing houses to enable


expertise and transfer of information in shortest possible Software
time. Solutions
Biller Management
 A Continuous Review Mechanism with Client Focus on
Service Level agreements and Penalty Clauses
 Adherence to governance Structure along with Client
representatives.
 Strong Focus on Process Improvement approach for
providing better Service, Quality and Cost to clients

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ORGANISATION

Why TPSL Recruitment


• Quality driven organization (a)
Culture driven by qualified and skilled talent pool. ISO TechProcess follows a structured approach as far as
certified. “Recruitment” is concerned. The steps followed in going
about with the recruitment process are as detailed below:
• Learning and Development culture
Ongoing initiatives to enhance people’s skills and • Requirement forecasting
knowledge. • Identifying job profile
• Basic Criteria (Qualification, Experience)
• Robust Performance Management System (PMS) • Selection Process Guidelines
Effective appraising mechanism, Evolved rewards and • Channels of Selection (Initial Level of Screening)
recognition programme. • Testing and Screening
(b)
• Strong and experienced middle management team
To drive the business towards the company’s vision. Training methodology
• IT and Technology background
Training is what turns qualified new hires into effective
End to End technology integration and support in house.
executives. We pride ourselves on thorough and
continuous training programs administered by a dedicated
• Information security management systems
team of full-time trainers. Our training is divided into
(technology standards/certification)
various modules:
o Currently we are ISO 9001:2008 & ISO
27001:2005 Certified company.
• New Hire Orientation
o As part of operation management out internal
• Functional Training
quality team conducts an operational risk
management audit frequently. • On-the-Job Training
• Refresher Training

Our Clients

Delivery Imperatives
Relationship Management Operations Performance Operations Expertise:
• Effective Client Relationship Turnaround time and accuracy are With a mature operations group,
• Robust Governance fundamental to any process. We Tech Process deploys a structured
Framework have turnaround time and client engagement model to
accuracy service level tied around successfully manage each stage of
• Manager Operations for the
each process. a client implementation including
project
process mapping, knowledge
• Ongoing Communication
We collate actual performance transfer, training, process
• Issue Resolution
data and share it with our transition, implementation, quality
• Escalation Procedures
customer at pre-agreed intervals. monitoring, reporting and on-going
• Change Management performance management. Our
This information is collated based
on reports that are generated from managers are experienced contact
Operations Structure the applications underpinning or center professionals, each having
The operations organization manually collated. strong expertise in their functional
structure differs from one roles. This experience and best
operation to another depending on practices from our operations can
the requirements of the process SLA’s be leveraged to provide an
and the clients. TechProcess deploys a strong outstanding outsourced solution
process measurement system for the client both, during initial
TechProcess will provide a service platform to ensure adherence to transition and future scale-ups.
team for the Client. This will entail both service levels (critical to
that: quality) and process measures State-of-the-Art Infrastructure:
(critical to process). TechProcess Tech Process provides a robust
• Executives are not shared with has consistently met and infrastructure and technology
other processes. consequently exceeded the agreed platform with built in redundancies
• Transition manager – for upon service levels for all its to enable optimum service
period of migration. Clients. performance. TechProcess has
• Technology process manager state-of-the-art facilities in all
We also provide Clients with real- locations.
for the engagement.
time monitoring capabilities,
• Training team for the
combined with rigorous feedback
processes. Robust Security:
sessions to ensure adherence to
• Line HR personnel. TechProcess is an ISO 27001:2005
SLAs.
certified Company. With our
Operational Audit current operations for leading
Process Improvements companies, as an organization,
TechProcess follows a robust
Some of the key features of our Tech Process is very conscious of
management process to deliver
reporting framework include: maintaining a high-security
complete control and transparency
environment. We have a
of operation to the Client. This
• Online access to Client on all comprehensive security policy that
process clearly defines how
quality metrics and reports. is documented, communicated to
direction and priorities are set and
• Access to the premises to the all employees and strictly
how decisions are made.
Client teams on a surprise implemented through the
basis any time. organization.
TechProcess also has a
comprehensive internal audit • Quality audits annually.
process to manage and monitor • Regular status reporting. Speed in Implementation Roll
internal operations. The Clients can • Performance and partnership out:
conduct operational audits based review meetings. The Company has successfully
on these results. TechProcess also delivered large scale-ups on
generates regular reports, which Availability of Reports multiple client programs in short
are accessible to the Clients at all TechProcess will make the reports timeframes. This is a true
times. Typically, our Clients also available to the Client in a reflection of the core team’s skill
use these reports during printable fashion. and maturity in delivering rapid
operational audits. implementation at the highest
levels of quality.

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Process Details

Objective
To facilitated collection from various customers bank account through electronic mode. (ECS Debit)

Process Flow

Total ECS Solutions: Mandate Lodgment to Transaction Processing / MIS

o Completed mandates will be collected from a centralized location by TPSL.


o Collected Mandates will be lodged at respective destination bank and branch.
Acknowledgement will be taken from the branch for the lodgment.
o Copy of the lodged mandates maintained with TPSL centrally as per RBI guidelines.
o Transaction processing file will be given to TPSL every month.
o TPSL will encrypt the files and through RBI send it to respective ECS locations.
o TPSL will run the ECS in the prescribed locations.
o TPSL receives the status from the locations and on Status Day+2 basis we credit the clients
account.
o The Statuses and the Credit will be in a cascading effect as per the cycle times of the locations.
o The system of ECS works on three dates, Run date-When the file needs to be presented to the
clearing house.
o Settlement Date- when the debit or the credit transaction hits the designated account. Status
date-is the day when the status of the transaction comes to TechProcess solutions.

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Mandate Lodgement Process

o Document Mgmt is powered with dynamic professionals in the field of Document Processing.
o Presence in 80 locations across India with more than 200 employees to support the processes.
o Equipped with In house technologies that ensures the efficiency & accuracy in data digitization.
o Virtual support in all major cities in the 80 TechProcess branches across India.
o IT express / First Flight courier services to support PAN India logistic support.
o Metrics based process reviews
o Active BCP structure

On an agreed date TechProcess Solutions would provide you with the followings
o Clear funds to your account as collected thru EFT/DD/P.O.
o MIS report on the desired format for successful and failed transactions.
o Details of the failed transaction (reason for failure)
o An up loadable soft copy of the report that would get updated in your system automatically.

Services during the Process

o Collection of the mandate forms from your centralized office.


o Data entry of the mandate forms.
o Validation & Lodgment of the mandate forms with the destination banks.
o Co-ordination for processing the file with RBI/SBI.
o Sending SMS/Email alerts to the customers:
 Before debiting the bank account hence helping him maintain the required balance.
 Alerts on final status of the transaction (successful / failed)

Key Benefits

Most of the Banks / Utilities / NBFC etc using ECS Debit for effective collection of dues are looking
for
o Daily ECS settlement
o Maximum number of locations – RBI, SBI, UBI and others.
o Auto reconciliation, customized reports
o Mandate management *– data entry, verification, filing etc.
o Email / SMS *Alerts to customers on the transaction.

With in house software team in place TechProcess today is in a position to meet all the above-
mentioned requirements for smooth effective processing of ECS Debit/Credit transactions.

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Value added services
TPSL has introduced a capability to touch base with either destination banks or clients customers for a host
of solutions as mentioned below.

Today TPSL offers the outcalling services from Mumbai, Ahmedabad, Chennai locations to clients anywhere
in India. However pickup activity is limited to the ECS locations in the country, which currently is 80

1. Contact customer to convert from PDC to ECS


2. Outcall customers to pickup exhausted or normal cheques
3. Outcall customers to pickup any relevant documents required by the client. It could be any loan related
documents, any medical documents for insurance etc
4. Outcalling customers as a welcome call for insurance or any loan disbursement.
5. Outcalling customers for analyzing any financial bounces.
6. Outcalling to respective destination banks for
a) Validating the customer account details
b) Analyzing of non-financial bounces to destination banks.

7. Actual Pick Up activity for the above mentioned documents (cheque, mandates etc)

Technology Architecture deployed for Mandate Lodgement process


Technology architecture deployed in document management are:

Dual Data Entry Module:


An exclusive in house application is being used for data capturing. It enables us to ensure zero defects in data
capturing.

OmniCapture & OmniDocs:


With the help of these applications, the mandates are scanned and linked with the relevant data and stored for
future reference.

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\
Technology Overview

Information Technology Set-up available

With our current operations for leading companies, as an organization, Tech Process is very conscious of maintaining a
high-security environment. We have a comprehensive security policy that is documented, communicated to all employees
and strictly implemented through the organization.

Existing Network and Technology Platform


a) No of branches connected - 80
b) Robust connectivity across all TPSL branches through network diagram as follows -
• Dedicated MPLS leased line with ISDN lines as the backup and centralized dashboard for network monitoring
with 24*7 Support.
• Each router is backed by a UPS with a minimum of 45 mins.
• Centralized MS-Exchange E-Mail server located at VSNL, Chennai, with Anti-spam & Anti-Virus Software.
c) Our existing software features which will be deployed for the scope of services will provide the list of software
basis the scope of activity received from the client. If required, we will have a new software developed for the
activity for enhanced performance and productivity.
d) Our infrastructure at branches -
a. Hardware –
• UPS, Generator backup( for sites having more that 50 seaters), router , Cisco switches at the
Centres, Branded Desktops,
b. Software
• Windows OS, MS- Office, Windows 2k/2k3 Svrs, MS-SQL, Visual Studio, Jrun, AIX, MS Project, Visual
Source Safe, Crystal Report, MS Visio, Eclipse, Dreamweaver, DJ Decompilers, EditPlus.
c. Backup
• Daily differential backup.
• Weekly Full backup.
• Monthly Full backup (Offsite).

Means to ensure data privacy & compliance

• We have dedicated systems for every application; like Payment Gateway / ECS / Electronic Debit have separate
dedicated facilities.
• The same structure is maintained at the Datacenters also.
• We have a 24*7 security system in place. Each visitor or employee at the entrance has to undergo a security check.
Also no outsider or executive is allowed to take the camera cell phones along with him or her to the ops floor.
• As a part of the security software policy, each machine is password protected and the have no or limited access to the
user.
• Time to time the data is purged from the server as well so that no tampering with the client data happens.
• All non –web facing applications are hosted internally, while web-facing applications like payment gateway are hosted
out of TataNet, Data center at Prabhadevi. E.g.: bulk transaction database are hosted internally.
• For each client we maintain a separate payee_id which is a unique. For every transaction logs are generated.
• Each user is given a separate a Username & password.
• The following controls are implemented on our servers:-
• Server Hardening.
• Anti-Virus Soft wares.
• For online systems, the servers are protected using a firewall.

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General Information

Company TechProcess Solutions Limited


Name
Address Trade world Bldg, “C” wing, 3rd Floor,
Kamala City, Senapati Bapat Marg,
Lower Parel, Mumbai – 400 013
Name Contact Contact (Email id, contact number)
Overall Vijayakumar 09176679847 vijayakumar.ramakrishnan@techprocess.co.in
Coordinator Ramakrishnan
Daily Ramesh 09884038520 ramesh.vijayakumar@techprocess.co.in
Coordinator Vijayakumar

Billing Information

Transaction Processing Charges As per agreement

Billing Frequency: Monthly

Commercials

SR. No. Categorization Cost

1 Integration fees Rs.5000/-

2 Transaction Processing Charges Rs. 4.50 /- Per Transaction


Mandate registration Charges
3 (These charges are applicable for every initial submission and Rs.5/- per mandate
subsequent resubmission of Mandates) (NO LODGEMENT)

4 Mandate registration and Lodgement Charges Rs.15/- per mandate

Govt taxes as applicable would be charged extra.

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