United BOI - FI Switch

Request for Proposal
For
Total Solution Provider (TSP)
To Implement End-to-End Financial Inclusion
for United Bank of India Sponsored RRBs
Tender Reference No: Date of Issue:

Tu-RRB 01/2019 26/11/2019
United Bank of India

Head Office, RRB Department,
11, Hemanta Basu Sarani, Kolkata 700 001
Total Solution Provider (TSP) To implement end-to-end Financial Inclusion
Table of Contents
1. INTRODUCTION .................................................................................................... 4
2. DEINITIONS............................................................................................................ 5
3. REQUEST FOR PROPOSAL (RFP) ......................................................................... 7
4. SCOPE OF SERVICE ........................................................................................... 11
5. ELIGIBILTY CRITERIA............................................................................................ 14
6. CONSORTIUM ARRANGEMENTS ..................................................................... 18
7. TARGET GROUP and PROJECTION OF RRB .................................................... 18
8. COMPLIANCE REQUIREMENTS ......................................................................... 19
9. RESPONSIBILITIES OF THE BIDDER ...................................................................... 20
10. TECHNICAL DELIVERABLES................................................................................ 23
11. ARCHITECTURE IN BRIEF .................................................................................... 26
12. BID PROCESS – GENERAL TERMS ...................................................................... 26
13. SUBMISSION OF BIDS ......................................................................................... 27
14. DEADLINE FOR SUBMISSION OF BIDS ............................................................... 30
15. VALIDITY OF BIDS ............................................................................................... 30
16. BID SECURITY ...................................................................................................... 31
17. TECHNICAL AND COMMERCIAL BID ............................................................... 31
18. BID OPENING AND EVALUATION METHODOLOGY ....................................... 32
19. CONTACTING THE BANK ................................................................................... 33
20. BANK’S RIGHT TO ACCEPT ANY BID, REJECT ANY OR ALL BIDS ................... 33
21. LIABILITIES OF THE BANK .................................................................................... 34
22. PROPOSAL FORMAT .......................................................................................... 34
23. OWNERSHIP ........................................................................................................ 34
24. INTEGRITY PACT ................................................................................................. 34
25. CONTRACT/SERVICE LEVEL AGREEMENT ....................................................... 35
26. REVIEW OF SERVICES AND TERMINATION OF CONTRACT ............................ 37
27. EFFECT OF TERMINATION .................................................................................. 39
28. PAYMENT TERMS ................................................................................................ 39
29. TAXES AND DUTIES ............................................................................................. 40
ANNEXURE-1 (SCOPE OF SERVICES) ......................................................................................... 42
ANNEXURE-II (FUNCTIONAL REQUIREMENTS) ........................................................................... 57
Tender Reference No.Tu-RRB 01/2019 Page 2 of 127

ANNEXURE-III BUSINESS FACILITATION COMMISSION (NON-TCO)......................................... 71

ANNEXURE-IV (COMMERCIAL BID FORMAT) ........................................................................... 73
ANNEXURE-V (ELIGIBLE ENTITIES AND GENERAL GUIDELINES) ................................................ 76
ANNEXURE-VI (TECHNICAL BID FORMAT) ................................................................................. 78
ANNEXURE-VII (STATEMENT OF COMPLIANCE DEVIATION) ................................................... 84
ANNEXURE-VIII (TECHNICAL EVALUATION) .............................................................................. 85
ANNEXURE-IX (INTEGRITY PACT) ................................................................................................ 89
ANNEXURE-X (STANDARD OPERATING PROCEDURE FOR BCA) ............................................ 97
ANNEXURE-XI (DETAILS OF BC OUTLETS AND PROJECTIONS) .............................................. 100
ANNEXURE-XII (LETTER OF UNDERTAKING FROM OSD/OEM) ............................................... 102
ANNEXURE-XIII (OFFER COVERING LETTER) ............................................................................ 103
ANNEXURE-XIV (LETTER OF UNDERTAKING) ............................................................................ 105
ANNEXURE-XV (FORMAT OF BANK GUARANTEE) .................................................................. 107
ANNEXURE-XVI (DRAFT AGREEMENT) ................................................................................... 108
Annexure –XVII (NON-DISCLOSURE AGREEMENT) ................................................................ 121
Annexure –XVIII (PRE-BID FORMAT)......................................................................................... 127

1. INTRODUCTION
The United Bank of India (UBI) was one of the 14 major Banks which were nationalized on
July 19, 1969. Presently the Bank has a three-tier organizational set-up consisting of the
Head Office, 28 Regional Offices and 2100 branches approx. UBI has played a significant
role in the spread of banking services in different parts of the country, more particularly
in Eastern and North-eastern India. UBI has sponsored 4 Regional Rural Banks (RRB) one
each in West Bengal, Assam, Tripura & Manipur. These four RRBs together have 1234
branches, 10 USB, 2 Extension Counters & 4 HO, 22 ROs across the RRBs totaling to 1272
locations.
BGVB: Bangiya Gramin Vikash Bank was formed on 21st February 2007 after
amalgamation of Gaur Gramin Bank, Mallabhum Gramin Bank, Sagar Gramin Bank,
Nadia Gramin Bank, & Murshidabad Gramin Bank. It covers 11 districts of West Bengal
with 587 branches and has 2603 employees. The business of the bank as of March 2019
was Rs.21786.18 crores and the net loss was Rs. 277.48 crores. The NPA of the bank stood
at 21.71 %. The Head Office is in Berhampore, Murshidabad.
TGB: Tripura Gramin Bank has 148 branches & 1 extension counters and 11 USB and has
870 employees. The business of the bank as on March 2019 was Rs. 9267.49 crores and
the net profit was Rs.125.45 crores. The NPA of the bank stood at 8.95 %. The Head Office
is in Agartala, Tripura.
MRB: Manipur Rural Bank has 25 branches and has 108 employees. The business of the
bank as on March 2019 was Rs.439.94 crores. The bank registered a net loss of Rs. 1.86
crores. The NPA of the bank stood at a high of 20.68 %. The Head Office is in Imphal,
Manipur.
AGVB: Assam Gramin Vikash Bank was formed on 12th January 2006 after amalgamation
of Pragjyotish Gaonlia Bank, Lakhimi Gaonila Bank, Subansari Gaonlia Bank, & Cachar
Gramin Bank in the state of Assam. On 01.04.2019 Langpi Dehangi Rural Bank,a
sponsored RRB of SBI was amalgamated with AGVB . It has 473 branches under eight
Regional Offices and One Head Office having 1947 employees now. The combind
business of the bank as on March 2019 was Rs.14283.71 crores and the net loss was
Rs.47.54 crores. The NPA of the bank stood at 41.67%. The Head Office is in G.S Road,
Guwahati, Assam
This Request for Proposal (RFP) is to invite proposals from eligible bidders for providing end-
to-end solution on per account/per transaction basis for technology based Financial
Inclusion Solution with a view to ensuring greater financial inclusion and to provide
comprehensive financial services to the underprivileged, particularly in unbanked and
under-banked areas. United Bank of India, having its Head Office at Kolkata, West
Bengal, 700001, hereinafter called “Bank”, proposes to engage the services of Business
Correspondents as permitted by statutory /regulatory authority for its four sponsored RRBs
namely Bangiya Gramin Vikash Bank, Tripura Gramin Bank, Manipur Rural Bank, Assam
Gramin Vikash Bank. The Business Correspondents will render services on behalf of the

RRBs, through their outlets using Information and Communication Technology. The
Financial Inclusion (FI) programs have a larger objective of offering a variety of financial
services ranging from Savings Bank Deposit with limited Overdraft, other loan accounts,
Fixed Deposit, Recurring Deposit, Kisan Credit Card(KCC), Remittances, Micro Pension,
Micro Insurance, and Mutual Funds, e-KYC, Aadhaar Seeding, Mobile seeding etc.
Electronic Benefit Transfer Scheme sponsored by Central /State Governments, Direct
Benefit Transfer and Government to Person (G2P) Schemes will also form part of the
current requirements. Any statutory / regulatory requirement as put forward from time to
time under Financial Inclusion by the regulatory authorities will be scope of this RFP. The
solution includes supply, installation, commissioning, up gradation, customization,
integration, operations, services, maintenance and management of the entire
implementation Hardware, Software, various other devices including BC agents & cash
management etc during the contract period of Five years. The contract can be
extended for a further period of Two years on mutual agreement between Bank and the
selected bidder.
The approximate 3713 number of Sub-Service Areas and Urban Clusters are to be
covered for all the four sponsored RRBs of United Bank of India which may be increased
/ decreased at the sole discretion of the Bank.
The eligibility criteria, the evaluation process and other terms and conditions are set out
in this RFP. RRBs will enter into an agreement with the selected solution/service provider
on terms and conditions as contained in this RFP. The solution/service Provider will act on
behalf of the RRBs in respect of the specified services and will not be eligible for any
benefit except for the fee or commission as may be agreed. The Solution/Service Provider
shall not use the trade mark, logo or any proprietary right of the Bank / RRBs without
written consent.
2. DEINITIONS
Words used in this Request for Proposal shall have the meanings assigned to them here
as under unless used in a context totally contrary:
2.1. “Area of Operation” means geographic area allocated to each Bank Mitra
/Business Correspondent Agent (BCA). Sub-Service Area (SSA) will be the unit for
operation covering a village or group of contiguous villages. Each BCA will cover
all the villages in the Sub-Service Area allotted to that BCA. In respect of urban
clusters, details of wards or such other geographical boundary as decided by the
Lead Bank/Bank forms the area of Operation.
2.2. “Bank” means United Bank of India sponsored RRBs (BGVB, AGVB, TGB, MRB).“Bid”
means the offer/proposal submitted by the Bidder in response to this RFP.

2.3. “Bidder” means any person/entity who bids for offering services as a Business
Correspondent for the Bank pursuant to the terms of this RFP.
2.4. “BC” means Corporate Business Correspondent is an entity who is eligible to act
as a business correspondent for the bank under the terms hereof for providing
services described in Annexure-I, Annexure-II.
2.5. “Bank Mitra/BCA” means Business Correspondent Agent appointed by BC

operating in the Customer Service Point (CSP)/Business Correspondent Outlet
(BCO) or in an allotted SSA. The general guidelines to be followed by the BC for
engaging a Bank Mitra /BCA are mentioned in Annexure-V.
2.6. “Technical Service Provider” (TSP) means any entity with whom the Bank enters
into agreement for providing services of Business Correspondent with the
Technology solution as described in the ‘Scope of Work’ in this document. The
terms BC, TSP, Solution Provider are used interchangeably.
2.7. “Services” means the services to be provided by the Service Provider pursuant to
the terms of the Service Level Agreement (SLA).
2.8. “Customer Service Point (CSP) or Business Correspondent Outlet (BCO)” are the
terms used interchangeably and mean the outlet of the Service Provider which
will be providing Banking and financial services.
2.9. “Bank Mitra” and BCA used in this RFP carry the same meaning and are terms
used interchangeably.
2.10. “Service Level Agreement” means the agreement to be executed between the
Bank and the Service Provider containing the terms and conditions on which the
Services will be provided (a model agreement is annexed to this RFP).
2.11. “Financial Services” means enrolment for opening of BSBD Accounts, loan
accounts, FD, RD, KCC etc., and various transactions/operations through them,
remittances, extending services like Micro Pensions, Micro Insurance, Mutual
Funds, etc.
2.12. “FI / FI Implementation” means extending financial services through branchless

banking through Business Correspondent module, including extending services
under ‘Electronic Benefit Transfer (EBT)’ and / or ‘Direct Benefit Transfer (DBT)’ and
/or any statutory / regulatory requirement from the regulatory authority under
Financial Inclusion, etc using relevant technology.

2.13. “Eligibility Criteria” means the criteria required to be satisfied by the Bidder in order
to be engaged as a Service Provider and as per guidelines of RBI and more
particularly described to in this RFP.
2.14. “Hand Held Devices or Front end Devices or Field devices mean Micro
ATMs cum POS (capable of doing POS transactions) or Hand Held Machines,
Mobile Handsets / Mobile Devices / Tablets /Laptop coupled with accessories like
Finger print / IRIS scanner, PIN pad and receipt printer or any other peripherals
that are required for carrying out services / transactions in Online manner under
the umbrella of Financial Inclusion.
2.15. “FI Server or Intermediary Server” means TSP server with fully parameterized
software module to control, drive Field devices, act as router / gateway, facilitate
conducting various FI Services after seeking authentication.
2.16. “Lead Bank” means the Public Sector Bank which convenes DCC/DLCC meetings
in the District / State respectively.
2.17. “NPCI” means National Payment Corporation of India.
2.18. “RBI’ means Reserve Bank of India.
2.19. “Host” means Bank’s Core Banking Solution (CBS) System Finacle.
2.20. “RFP” means this Request for Proposal.
2.21. “UIDAI” means Unique Identification Authority of India.
2.22. Words “Solution/Service Provider” and “Bidder” used in this RFP carry the same
meaning.
3. REQUEST FOR PROPOSAL (RFP)

3.1. This Request for Proposal is being issued by the United Bank of India on behalf of
its sponsored RRBs inviting proposal from eligible bidders, offering appropriate
technology and to be engaged as Service Provider by the Bank for a period of 5
(Five) years for providing services of Business Correspondents in the Sub-Service
Area i.e. providing end to end solution for Financial Inclusion implementation by
Bank as defined in the scope of this RFP. The period may be further extended by
another two years on the mutually agreed terms between the Bank and the
successful bidder. The successful bidder will get into contract with each of the
sponsored RRBs of United Bank of India. The Bank requests response to this RFP

only from those bidders who are eligible as per the eligibility criteria detailed in
this RFP.
3.2. The time schedule for various activities is listed below:
Bid Reference No. TU-RRB 01/2019
Date of RFP issue 26/11/2019
Application Money ₹ 5,000/- (Rupees Five Thousand Only)

(Non Refundable)
Earnest Money Deposit (Bid
Security) ₹ 30,00,000 Lakh- (Rupees Thirty Lakhs Only)
Date & Time for pre-bid meeting 04/12/2019 03:30 PM

at RRB Dept, 12th Floor, UBI Head-Office,
Kolkata
Last Date & Time for submission of 21/12/2019 03:00 PM
Bid
Date & Time of opening of Eligibility 21/12/2019 03:30 PM
and Technical Bids
Date & Time of opening of To be informed separately
Commercial Bids (Technically
Qualified Bidders)
Communication Address THE ASSISTANT GENERAL MANAGER(RRB)
UNITED BANK OF INDIA
HEAD OFFICE ,12th Floor, RRB Department,
11, HEMANTA BASU SARANI
KOLKATA – 700001
Contact Person & Numbers Mr. Pankaj Baruah / Mr. Basab Majumder /
Mr. Amit Kerketta / Mr. Kausik
Chattopadhyay
cmrrb@unitedbank.co.in/
agmrrb@unitedbank.co.in /
amitk@unitedbank.co.in/
kausikc@unitedbank.co.in
Any bid received after last date and time of the bid submission will be summarily
rejected by the Bank.
Bank is not responsible for non-receipt of responses to RFP within the specified date and
time due to any reason including postal holidays or delays. In case, the specified date
of submission & opening of Bids is declared a holiday in West Bengal under NI Act, the

bids will be received till the specified time on next working day and Eligibility/
Technical Bid will be opened at specified time on that day.
Bidder will not be permitted to modify, withdraw the bid after submission.
3.3. DISCLAIMER
The information contained in this Request for Proposal document (the “RFP”) or
subsequently provided to Bidder(s), whether verbally or in documentary or any other
form by or on behalf of the Bank or any of their employees or advisors, is provided to
Bidder(s) on the terms and conditions set out in this RFP and such other terms and
conditions subject to which such information is provided.
This RFP is not an agreement and is neither an offer nor invitation by the Bank to the
prospective Bidders or any other person. The purpose of this RFP is to provide interested
parties with information that may be useful to them in making their financial offers
pursuant to this RFP (the "Bid").
This RFP includes statements, which reflect various assumptions and assessments arrived
at by the Bank in relation to the Project. Such assumptions, assessments and statements
do not purport to contain all the information that each Bidder may require. This RFP may
not be appropriate for all persons, and it is not possible for the Bank, its employees or
advisors to consider the investment objectives, financial situation and particular needs
of each party who reads or uses this RFP.
The assumptions, assessments, statements and information contained in this RFP, may
not be complete, accurate, adequate or correct. Each Bidder should, therefore,
conduct its own investigations, analysis and should check the accuracy, adequacy,
correctness, reliability and completeness of the assumptions, assessments, statements
and information contained in this RFP and obtain independent advice from appropriate
sources.
Information provided in this RFP to the Bidder(s) is on a wide range of matters, some of
which depends upon interpretation of law. The information given is not an exhaustive
account of statutory requirements and should not be regarded as a complete or
authoritative statement of law. The Bank accepts no responsibility for the accuracy or
otherwise for any interpretation or opinion on law expressed herein.
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 in this Bid Stage.
The Bank also accepts no 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.
The Bank may in its absolute discretion, but without being under any obligation to do
so, update, amend or supplement the information, assessment or assumptions
contained in this RFP.
The issue of this RFP does not imply that the Bank is bound to select a Bidder or to appoint
the Selected Bidder or Concessionaire, as the case may be, for the Project.
Bank reserves the right to reject all or any of the RFP response/Bids without assigning any
reason whatsoever. The decision of the Bank will be final and binding to all the bidders.
The Bank will not entertain any queries whatsoever with respect to the same.
The Bidder shall bear all its costs associated with or relating to the preparation and
submission of its Bid including but not limited to preparation, copying, postage, delivery
fees, expenses associated with any demonstrations or presentations which may be
required by the Bank or any other costs incurred in connection with or relating to its Bid.
All such costs and expenses will remain with the Bidder and the Bank shall not be liable
in any manner whatsoever for the same or for any other costs or other expenses incurred
by a Bidder in preparation or submission of the Bid, regardless of the conduct or
outcome of the Bidding Process.
3.4. AMENDMENT OF BIDDING DOCUMENT

3.4.1 At any time prior to the deadline for submission of Bids, Bank, for any reason,
whether, at its own initiative or in response to a clarification requested by a prospective
Bidder, may modify the Bidding Document, by amendment.
3.4.2 Corrigendum & Addendum released by the Bank will be published on Bank’s
website. Bidder to visit the Bank’s website regularly.
3.4.3 In order to allow prospective Bidders reasonable time in which to take the
amendment into account in preparing their Bids, the Bank, at its discretion, may extend
the deadline for a reasonable period as decided by the Bank for submission of Bids.

4. SCOPE OF SERVICE
4.1. The service provider would be required to provide the services, facilities,
infrastructure, technology, etc. listed in Annexure-I covering the habitations in
Bank’s allotted Sub-Service Areas. Also, additional Sub-Service Areas locations, if
any will be informed by the Bank in due course.
4.2. The service provider will provide an end-to-end solution to the Bank supporting
online transactions through Micro ATMs/Mobile Devices/Tablets/Laptop and
inter alia includes that:
4.2.1 The solution shall be highly secure, amenable to audit and follow widely
accepted open standards to allow inter-operability among different
systems adopted by different Banks.
4.2.2 The solution shall be compatible and synergize with the Core Banking
Solution of the Bank (Finacle).
4.2.3 The solution shall support financial products such as Savings deposits, fixed
deposits, Loan products, Recurring deposits, Micro credits, Micro Insurance,
Micro mutual fund, Pension, Remittances and other payment instruments
and such other products as may be decided by the Bank In due course.
The solution shall support authenticating the customer through Biometrics
(finger print/IRIS) or PIN and to provide a print receipt to the customer as
per the requirement.
4.2.4 The solution provided by the TSP/ Service Provider shall have a Key
Management System for secure transfer of data/messages across the eco-
system with proper encryption.
4.2.5 The service provider shall supply, Maintain and Operate Hand Field
Devices/ Micro-ATM/ Mobile Devices/ Mobile Sets/Laptops / Tablets etc,
supporting Account based transactions, RuPay card transactions, AEPS
transactions, support equipment and application software that has
capability to support Online transactions & operations at the service
delivery points
4.2.6 All hardware, software, consumables. etc., at the service delivery points
would be owned by the Service Provider and used exclusively for Bank's
purpose.
4.2.7 Bank is having total of 2130 numbers of IHHT of Visiontek (model GL – 11)
which has been procured by AGVB (1046) on 23.04.2015 and by BGVB
(1084) on 25.06.2015. However, Bidder may use the above devices (if the
bidders find suitable) at the delivery points. The responsibility of
maintenance / AMC of the said IHHT and the SLA will be with the Bidder at
no extra cost to the Bank.

4.2.8 The service provider should host the Financial Inclusion Solution (FIS)
comprising of both Hardware and Software at Bank’s Production site in
Kolkata and at DR Site in Mumbai with online data replication as part of
Disaster Management and Business Continuity Plan.
4.3. The field devices like the Hand Held Devices/ Micro-ATM or Mobile Devices/
Mobile Sets/Laptops / Tablets etc. are to be driven by the Fl Server/Gateway.
4.4. The Service Provider should engage and provide the financial services through
Bank Mitra/BCA. The Bank will prescribe the number of Bank Mitra/ BCA to be
engaged in the area of operation. The Bank will have the option of
increasing/decreasing the number of BC outlets to the extent of 35% of the
quantities mentioned in this RFP. List of additional locations where BCO are to be
established will be advised to the selected bidder by the bank separately from
time to time, as per the need of the Bank / RBI/IBA/ Govt. guidelines. The bank
would further have an option of discontinuing or continuing the BC outlets in areas
where RRBs or any other bank opens bank branch during the period of the
contract at the sole discretion of the Bank without assigning any reason to service
provider. It is essential that BC has the required resources to provide the services
detailed in the RFP. New services may be added from time to time as per the
instructions of the Bank, without any additional cost to Bank.
4.5. The Bank reserves the right to add up additional locations where BCAs are to be
set up either in Rural/ Semi-Urban / Urban locations.
4.6. The Service Provider should assume complete responsibility and provide an end-
to-end solution for extending FI implementation, consisting of appointment of
BCAs and providing Front end devices/ equipment to Bank Mitra, imparting
training, establishing CSPs, customer enrolment including capture of customer
photo , biometrics , IRIS and face recognition , opening of accounts including no
Frill accounts, FI Gateway & Server application, conduct customer transactions,
seeking authentication from FI Gateway, cash management for extending FI
Services, reconciliation with Bank’s Host, MIS, Dash Board and Control reports etc.
4.7. The number of BC outlets to be offered to the selected Bidder is at the sole
discretion of the Bank. Bank does not guarantee any minimum number of BC
outlets and Bank’s decision in this regard is final and binding on the Bidders.
4.8. The Bidder should be a total solution provider having a tested and proven
technology , capable of proving an end-to-end solution for the project including
but not limited to providing the required hardware, software, network

connectivity, database , Aggregation server, middleware, performance testing,

anti-virus, Micro-ATM/Handheld Device with ATM card reader integrated PIN pad
& its application, laptop/tablets , Consumables, Hardware Security Module (HSM)
based key management system ,printer, communication equipments, data
cards, SIM, Biometric Scanner/Reader, Web/Digital Camera, Communication
equipments, third party utilities, customization, engaging and managing
Centralized Business Correspondents and Bank Mitras, commission and
remuneration processing for corporate Business Correspondents (BC) and Bank
Mitras (BM), Bank Mitra and micro ATM Management solution, enrollment system
, facility management & , online dashboard & MIS reports etc.
4.9. The solution should be integrated to the Core Banking System (CBS), Financial
Transaction Switch, MIS System, Payment Gateway, CMS, IMPS, Internet Banking
channels, Mobile Banking Channel as well as NPCI/UIDAI etc. as required by Bank
or direction by Statutory/regulatory bodies without any additional cost during the
contract period.
4.10. The solution provided shall have a Key Management System for secure transfer
of data/messages across the eco-system with proper encryption.
4.11. The selected bidder to provide & make available /customize all required MIS
reports as required by the Bank like reconciliation, Audit Trails, Detailed report,
statistics on BCs performance, inventory etc. Reconciliation reports for day to day
reconciliation of interbank transactions (AEPS, IMPS, PIN Based Rupay Card and
other services as implemented from time to time). The solution should accept
input from CBS and provide the list of missing transactions.
4.12. The selected bidder should ensure smooth migration of complete data setup of
existing FI solution of bank and transition from Bank’s existing FI solution to
proposed end to end FI solution within the time limit prescribed by the bank.
4.13. The selected bidder should ensure that the proposed solution meet the current
guidelines &/or standard issued by DFS /RBI/IBA/NPCI/UIDAI/IDRBT etc. for
implementation of Financial Inclusion initiatives and should continue to comply
with any new initiatives/amendment/changes made to these standards by the
above referred authorities without any additional cost to the bank. Any
change/augmentation/customization/modification/additional module required
in future to meet the requirement prescribed by such authorities or as a result of
business need has to be carried out within a definite time without any additional
cost to the bank.

4.14. The selected bidder has to provide complete solution Architecture & its
functionality documents for the proposed end to end FI solution including
hardware specifications, software applications details, process flows for each &
every activity and diagram. The selected bidder should also provide complete
document on Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP).
The proposed solution should comply with the IS Audit requirement of the Bank.
4.15. Bank reserves right to cancel the contract at any time in case system fails to meet
any of the requirements as mentioned in the RFP.
5. ELIGIBILTY CRITERIA
This invitation of bid is open to reputed companies/firms who have proven experience of
end to end financial inclusion implementation and fulfill the following eligibility criteria.
The bidder shall submit the details of compliance to eligibility criteria.
l.No. Criteria Supporting Documents Remarks
1. Bidder should be a registered Copy of the Certificate of

company in India under Incorporation and Certificate
Companies Act 1956 and should of Commencement of
have been in operation in the Business.
related area for at least three
years as on the date of RFP.
2. Bidder should have Audited Financial Statements

for the three years of the
a) A minimum aggregate
Bidder.
turnover of Rs. 70 Cr in three
financial years (2016-17, 2017- .
18, 2018-19) and in the last
financial year (2018-2019) the
minimum turnover should be of
Rs. 30 Cr.
b) Positive Net worth in three

financial years:
i. 2016-17
ii. 2017-18
iii. 2018-19
3. a) The bidder should have been a Certificate from client.
Service Provider for providing
end-to-end FI solution (such as

EBT, DBT, Debit/ Credit Card

and Aadhaar based Payment,
etc. drive MicroATM for
account opening, online
transaction (AEPS, CBAS & PIN
based RuPay card) processing,
routing and integration with
CBS, ATM Switch & NPCI/UIDAI/
, BC engage and manage
etc.) using appropriate
approved Technology for a
large Private Sector Bank /
Public Sector Bank / Multi
National Bank / Regional Rural
Bank / Large Co-operative
Bank / Large Financial
Institutions / Large Non –
Banking Financial Companies
in India or Aboard for a
minimum period of 36 months.
b) The bidder should have the

previous experience of
implementing the End to End
Financial Inclusion solution in at
least 2000 BC points as an
overall service provider in all
the Bank taken together & at
least 500 BC points in a single
Bank under FI project. Bidder to
submit a letter issued by the
respective organization in
technical proposal. The letter
should be inline with point (a)
above.
c) The bidder should have the

previous experience of
implementing the FI Gateway
solution for at least 1000 BC

points in a single Bank / single

instance under FI project.
Bidder to submit a letter issued
by the respective organization
in technical proposal. This is in
line with point (a) and point (b)
above
4. Bidder should have strong Documentary proof of projects

organizational strength to executed
undertake and execute large FI
projects in West Bengal, Assam,
Tripura and Manipur.
5. The bidder should be Original An authorization letter from

Equipment Manufacturer (OEM)
OEM/solution provider to this
as well as Original Software
Developer or their authorized effect should be furnished as
per Annexure - XII
representative. In case of
authorized representative, a letter
of authorization from original
manufacturer must be furnished
&
The bidder should be solution
provider/ system integrator for end
to end financial inclusion solution
or their authorised representative
in India.
6. Bidder preferably should have Address & contact details
support office at Kolkata, should be provided with this
Murshidabad, Agartala , Imphal , offer on letter head of
Guwahati or the bidder has to
company.
open a support office at these
locations within one month of
award of the contract.
7. Bidder should be capable of Bidder to furnish brief write up

providing all the FI services as to prove its capability to
mentioned in the RFP and as per provide full services as per
Annexure-I.

the direction of Government of

India.
8. Neither the bidder nor its Undertaking letter as per

promoters and Directors should be Annexure-XII.
defaulters to any financial
institution. The bidder should not
have been involved in any
malpractice, fraud, poor service,
etc.
9. Bidder is willing to take up Undertaking letter as per

additional locations for FI Annexure-XIV
implementation on as and when
Basis, at the same Commercials
and Terms and conditions being
finalized in this RFP.
10. The bidder should not have been A self-declaration by the

black listed by any Govt. Financial Bidder
Institutions/Banks/ Government
departments/ Semi-Government
departments/ PSUs in India in last
three years and the said debility
must not currently be in force if
blacklisted.
11. Submission of duly signed Integrity Annexure-IX

Pact
Note:
(1) BANK reserves the right to verify /evaluate the claims made by the Bidder
independently. Any decision of the Bank in this regard shall be final, conclusive
and binding upon the bidder. The Bank may accept or reject an offer without
assigning any reason what so ever.
(2) While submitting the bid, Bidder is required to comply with the following CVC
guidelines detailed in Circular No. 12-02-6 CTE /SPI (I) 2 / 161730 dated 13.01.2012
which is as below:

 In a tender, either the Indian agent on behalf of the Principal/OEM or

Principal/OEM itself can bid but both cannot bid simultaneously for the same
item/product in the same tender.
 If an agent submits bid on behalf of the Principal/ OEM, the same agent shall not
submit a bid on behalf of another Principal/ OEM in the same tender for the same
item/product.
6. CONSORTIUM ARRANGEMENTS
6.1. The respondents may participate in the process under consortium arrangement.
In such cases, the following need to be ensured:
6.1.1. The letter of commitment from all consortium members in favor of the
leader/Prime bidder and commitment to deploy required resources in the
proposed JV should invariably accompany the response.
6.1.2. The consortium leader/prime bidder must explicitly assume personal

obligations in all respects on its behalf and also on behalf of the consortium
members i.e. financial, personnel, technology and any other infrastructure
that are required for the smooth operation of the JV should they be
selected as JV partner.
6.1.3. An entity is not allowed to be part/consortium partner of two consortium

arrangement.
6.2. If the Bidder is not a manufacturer (Hardware / Software) he should provide

documentary evidence (e.g. Manufacturer’s Authorization Form) for having tied
up with the OEM/OSD.
6.3. Bidder should have back-to-back support relation with the OEM’s whose products
are offered by the Bidder for the entire Contract Period.
7. TARGET GROUP and PROJECTION OF RRB

7.1. Bank intends to extend ICT-BC based outlets in about existing 3523 locations
covering Sub-Service Area villages (Bank-wise matrix is provided as an Annexure-
XI to this document) The Bank would, at its discretion, implement similar solution
at additional locations/decrease existing locations during the contract period.
7.2. It is proposed to extend banking/ financial services to all the households of the
aforesaid Areas.

7.3. The geographic locations that fall within the scope of this project can span over
rural, semi-urban, urban, metropolitan, Island areas.
8. COMPLIANCE REQUIREMENTS
8.1. The entire activity under this solution would be guided by and conform to policies
and guidelines of the Bank, GOI, RBI, UIDAI, IDRBT, IBA, NPCI, State Government
etc.
8.2. Micro ATM equipment used such as Hand Held Devices (POS/POT/HHM), laptops
/ tablets / Mobiles, Scanners, PIN pads, Key-Management system, specifications
for interoperability, etc., would conform to IDRBT’s latest version of “Open
Standards for Micro-ATMs”, the details of which are available in NPCI / IBA / IDRBT
websites. Present version for Micro-ATM standards is 1.5.1.
8.3. Biometric standards would comply with RBI’s “Report of the Working Group on
Standards for Raw Images of Finger Prints” and also conform to ISO standards
19794-2 and 19794-4.
8.4. Information Security standards for end-to-end solution would conform to ISO
27001, CERT-In guidelines, IT Act 2000, Payment and Settlement System Act-2007,
RBI, GOI, IBA, IDRBT and Bank’s policies.
8.5. The business practices, processes adopted for rendering services, maintenance
of records, accounting norms & procedures etc., for Banking and Financial
services shall conform to regulatory, legal and bank’s policies and guidelines.
8.6. Customers enrolled under the project shall meet “Know Your Customer” norms as
stipulated by regulatory authority.
8.7. Accounts, transactions, services, controls, etc., related to banking and financial
services should integrate with FI Gateway.
8.8. The solution should conform to and integrate with relevant solution proposed by
Inter-Ministerial Group recommendations for financial inclusion.
8.9. The solution should conform to and integrate with UIDAI/NPCI’s /IBA /Regulator
directions on Financial Inclusion / Direct Benefit Transfer.
8.10. Bidder should ensure that in addition to security features deployed, controls and
operational procedures should ensure protection of the bank from loss, disclosure
or frauds.
8.11. Bidder shall indemnify the Bank from transaction risk (from system error, human
error, negligence and mismanagement) and fraud risk (loss to earnings or capital
due to intentional deception by the bidder’s employees, customers, agents,
external entities, etc.).

8.12. Bidder shall indemnify the Bank and provide a system, free from risks arising out of
data becoming outdated, lost or overwritten due to inappropriate update
procedures and the potential for frauds.
8.13. Bidder shall indemnify the Bank and hold the bank harmless against loss or liability,
claims actions or proceedings if any, that may arise through the action of Bidder’s
employees, agents, contractors, etc.
8.14. Bidder shall assist the Bank in identifying potential risks in the solution, remedy any
of the identified risks, develop strategies to measure, monitor and mitigate those
risks and implement new controls.
8.15. Bidder shall maintain adequate documentation, records, audit trails, etc., and
cooperate with RBI/Bank’s internal audit teams, regulatory authorities and third-
party external auditors for conducting periodical audit and arrange for necessary
access to relevant information / assets under the control of the bidder.
8.16. Financial Exposures & Performance risks from third-party service providers under
the project would be regulated and mitigated through Financial Guarantees,
Collateral Securities, etc., based on risk perception of the Bank.
8.17. Micro-ATM equipment and/or Hand Held Devices should support Account based,
Aadhaar/Card based transactions.
8.18. The selected bidder shall comply with all statutory and regulatory provisions,
relevant laws framed by the Central Government, State Government and Local
Bodies, regulations, guidelines, etc., like Shops & Establishment Act, Minimum
Wages Act, Contract Labour, Interstate migration of Labour Act, Tax laws, all laws
pertaining to contract employees required for providing the Services including
Caretaker Services etc. and undertakes to keep the Bank indemnified against
any defaults of his obligations under the compliance of such laws.
9. RESPONSIBILITIES OF THE BIDDER

9.1. Bidder shall be responsible for end-to-end Financial Inclusion solution covering the
entire scope of this RFP on OPEX model and shall be the Single point of contact
for the Bank.
9.2. The roles and responsibilities of the Bidder will also include those stated in greater
detail in scope and other parts of RFP.
9.3. Bidder shall provide an end-to-end solution using appropriate technology which
includes services like FI Server, FI Gateway, Hand Held Devices, integration of
various technological and functional components, supporting organizational
structures and skilled human resources to educate, facilitate and deliver financial
services to the targeted customers, apart from technological solution and
technical services.

9.4. Bidder to provide environment for the purpose of Test, UAT and Training.
9.5. Bidder shall be Indemnifying the bank of risks indicated in the section “Indemnity”
and specific requirements indicated in other parts of the RFP;
9.6. Bidder shall act as the single point of contact for the Bank.
9.7. Bidder shall be responsible to resolve all issues that may arise from the end-to-end
solution.
9.8. Bidder shall also man and manage all the incidental activities related to the
scope of the RFP.
9.9. Bidder to provide details of Bank Mitra/ BCAs along with the photograph to host
on Bank’s website.
9.10. Bank will enter into a detailed agreement with the Bidder clearly defining the roles
and responsibilities and the terms of engagement for the infrastructural support
and services extended to the bank as per the format provided as per Annexure
– XIV of this RFP with modifications acceptable to the Bank.
9.11. Render banking and financial services as entrusted by the Bank under BC model
at designated locations to all the customers of Bank, duly complying with Bank,
RBI, IDRBT, IBA, NABARD, GOI, NPCI, UIDAI, State Govt. guidelines.
9.12. Bidder shall provide well trained personnel and extend necessary mentoring and
operational support to the intermediary network of agents, Servers, devices, audit
compliance etc.
9.13. The selection of Bank Mitra/BCA be done by the SP with the consent of the
concerned Branch Manager in whose service area the /BCO is located.
9.14. Bidder shall manage the activities of its personnel or others engaged in the
project etc., and will be accountable for all the personnel deployed/engaged in
the project.
9.15. In case the performance of, agents or personnel engaged by the bidder in the
project is not satisfactory or is detrimental to the interests of the Bank, the Bidder
shall have to replace the said person within 30 days.
9.16. No right to employment in the Bank shall accrue or arise, by virtue of engagement
of employees, agents etc of the bidder for any assignment under this project.
9.17. Bidder will exercise due diligence and only engage persons having established
identity, integrity, requisite qualifications and skills for all critical activities.

9.18. Bidder will involve designated officials of the Bank in selection process of BC
agents.
9.19. Cash Management is the sole Responsibility of Service Provider as discussed in

Annexure-I.
9.20. Bidder to extend all of the outsourced banking and financial services by
deploying such personnel that have high integrity and meet the qualifications
and other criteria stipulated by the Reserve Bank of India, Government or the
Bank from time to time.
9.21. Bidder has to establish technical support at own cost to provide support to
BCs/Bank Mitra for Micro ATM , support , application upgrade at all terminals and
issue resolution related to common application.
9.22. Bidder has to provide one micro ATM at each of the branches and establish
technical support at own cost to provide support to the Branches for Micro ATM ,
support , application upgrade at all terminals and issue resolution related to
common application. Bank may procure an additional of 10% to the specified
value in Annexure – IV for each RRB during the contract period.
9.23. Aadhaar Data Vault [ADV]: Bidder to provide complete Aadhaar Data Vault
Solution as per UIDAI specifications and guidelines, Sl.no. 11020/205/2017, dated:
25.07.2017 and adhere to subsequent circulars published from time to time.
9.24. Bidder to factor the required hardware / software / licenses / implementation and
maintenance of ADV at no cost to the Bank.
9.25. The ADV should be integrated with the Bank’s Core Banking Solution and the
Financial Gateway, other third party solution and any such requirement of the
Bank.
9.26. Aadhaar Registered Devices: Bidder to provide Registered Devices services for
the entire contract period as per the UIDAI guidelines published from time to time
9.27. De-duplication: The bidder has to provide de-duplication at the following levels:
 While migrating data from old to proposed / new system.
 While opening new account at BC level.
 De-duplication has to be provided with respect to Biometric of BC and
Customers and vice-versa.
9.28. QR Code Based Offline eKYC Facility: Bidder to provide the Integrated QR Code
Based Offline eKYC Facility as per the specifications and guidelines provided by
UIDAI.
9.29. Aadhaar Virtual ID [VID] and UIDAI Token: Bidder to adhere / implement the
Aadhaar Virtual ID and UIDAI Token as per UIDAI guidelines published from time
to time.

10. TECHNICAL DELIVERABLES

10.1. The Bidder shall provide hardware, software, personnel, technical services,
connectivity, antivirus, maintenance, provide training and operational support
for the end-to-end infrastructure including handheld / mobile
devices/laptops/Tablets, enrollment system, digital fingerprint scanners, PIN pads,
IRIS scanners, digital cameras, printers, intermediate switching, backend Banking
software, etc.
10.2. Bidder to propose the hardware and related software etc. to cater to the
requirement as projected in the RFP. In case the hardware supplied by the bidder
is unable to cater the requirement, it should be replaced/ augmented with higher
capacity within one month without any additional cost to the Bank.
10.3. All the required system software (OS, DB & Middleware) should be factored by
the bidder.
10.4. Bidder to provide a separate environment of Test, UAT and Training for individual
RRBs.
10.5. Bank follows a three tier architecture in the production environment at its DC and
DRC setup. Bidder to factor the hardware and design the solution with respect to
the same. Bidder may have additional servers factored for catering the volume
or may implement a load balancer for the same.
10.6. Front end equipment deployed at the customer service point shall support
Debit/Credit card based (PIN & Aadhaar / VID) authentication, Aadhaar
based(finger print , IRIS & OTP based) authentication, Dual authentication for SHG
accounts, Multiple authentication at PDS shops etc. as per the provisions of
Aadhaar Act and other regulations (by state), Proprietary biometric (finger print
) based authentication, redundant power sources for continuous operation,
voice guidance in the local language, ability to support multiple products and
services, receipt printing, etc.
10.7. The solution should support a model where the authentication would be based
on the biometrics stored in remote authentication server at the places where
Aadhaar is not available.
10.8. The proposed solution may be rolled out to cover various other products &
services to other customers as well, in any part of the country, as may be identified
by the Bank.
10.9. The solution should have adequate provision to support marketing of Bank’s other
products such as deposits, loans, fee-based products such as insurance premium,
remittances, recovery etc.

10.10. Bidder shall ensure that this solution is based on a reliable and scalable
architecture so as to handle higher volumes and at larger number of locations to
cover the entire region of each RRBs (if required).
10.11. Bidder shall undertake Key Management using Bidder’s own assets and
personnel.
10.12. Bidder shall Supply, Install, Maintain and Operate handheld devices, support
equipment and application software that can support online transactions, other
operations at the BCO and its training.
10.13. All the hardware, software, consumables, location Boards, Dos & Do not’s Board,
Uniform of Bank Mitra & other mandatory boards as specified by Bank at BCA
premises would be at the cost of the Bidder.
10.14. Bank name board, uniform will be supplied by the bidder; however, the design,
logo etc may be shared by the individual RRBs.
10.15. Bidder shall provide services of an Intermediate System or FI Server (supporting

functions like, BC Management, Banking Terminal/handheld device
Management, Switching, MIS Solution, etc) that is owned, maintained and
managed by the Bidder, that is capable of handling transactions/Customer
enrolment data in online modes from a large number devices deployed in this
project. Bidder shall provide Dash Board for monitoring of Bank Mitra attendance
and performance in terms of transactions (financial and non financial).
10.16. The architecture should meet industry standards, reliability, scalability,

interoperability, secure and conform to best practices that minimize costs and
risks to the Bank.
10.17. Bidder shall own and operate entire infrastructure including the front-end systems
and the intermediary switching solution etc.
10.18. Bidder shall provide devices required at the BC locations for enrollment,
registration, point-of-transaction such as HHM/mobile device/laptop/tablet,
printer, finger-print scanner, IRIS scanner, camera, back-up power /batteries,
spares, software, technical training, user training, technical documentation,
training materials, etc.
10.19. Bidder shall provide hardware, software, facility management, and secure
environment for supporting the end-to-end solution and functionality stipulated in
the RFP.
10.20. Technical specifications of various components involved in the IT solution are

dealt with in greater detail in subsequent sections.
10.21. Bidder shall ensure that the service is rendered in a manner that is
comprehendible i.e. simple and easy to understand to the customer and

conduct of the Bank Mitra would encourage and promote customers to use
Bank’s services.
10.22. The Bidder will have to deploy the solution and complete the migration process
including BCA within two months of order placement (Issuance of the Purchase
Order).
10.23. Bidder to do the testing and UAT prior to deploying the solution in production
environment.
10.24. Bidder to setup DRC as part of the BCP having similar architecture to that of DC
with three months of order placement (Issuance of the Purchase Order).
10.25. Bidder shall ensure that faulty front-end equipment should be got repaired or
replaced within 48hours of reporting.
10.26. The front-end equipment should support high availability in terms of multiple ISPs
in a single device.
10.27. The front-end equipment should support DNS configuration instead of real IP.
10.28. Adequate number of spare front end equipment / batteries, etc., should be
maintained by Bidder for immediate replacement. Sufficient stock of equipment
shall be made available at all Bank Mitra supervisor locations.
10.29. Bidder shall submit details of the database backup maintained on Aggregation
FI/Intermediary server, along with database schema, password credentials etc.,
to access the database at regular intervals as stipulated by the Bank. Service
Provider shall take daily backup of application & database and inform details to
Bank.
10.30. Bidder to ensure redundancy / high availability of services at DC and DRC with
an uptime of 99.9%. In case of failure of one hardware/Infra the remaining
hardware/infra should be able to take complete load of the system ensuring
desired Service Level.
10.31. CPU and memory utilization of the hardware at DC and DRC at any time should
not exceed more than 70%. If the utilization goes beyond 70% in 3 (three)
consecutive days in a month then bidder has to factor additional hardware / Infra
at no cost to the Bank to upgrade the system to meet the SLA.
10.32. Bidder to ensure RTO of 60 minutes and RPO of 15 minutes at most.
10.33. The entire hardware / Infra at DC and DRC will be integrated with the Enterprise
Management Software of the Bank for monitoring purpose like utilization etc.
10.34. The up gradation of technology from time to time based on the business
requirement / volume / transaction volume etc. or due to the End of Support Life

of the supplied hardware / software etc lies with the bidder during the contract
period and extended contract period at no extra cost to the Bank.
11. ARCHITECTURE IN BRIEF

11.1. The architecture includes Hand Held Devices like Hand Held Machines/ Mobile
hand Sets/Laptop/Tablet etc., supporting Debit/ Credit cards / Chip and
Aadhaar / VID / Account based transactions as well, FI Server & FI Gateway of
the Bidder installed at Bank’s DC/DR sites where the Core Banking System (CBS)
of the Bank is installed.
11.2. Field devices, conforming to open standards released by IBA/RBI/NPCI/IDRBT

(presently Micro-ATM standards version 1.5.1), are driven by the FI/intermediary
Server of the Bidder with connections like GPRS, GSM, CDMA, V-SAT etc., and the
FI/Intermediary Server is connected to the FI Gateway of the Bidder which in turn
is connected to CBS of the Bank.
11.3. FI Gateway should also have a sub-module viz., Central Biometric Authentication
Server (CBAS) wherein all biometrics of the enrolled customers, conforming to
ISO19794-2/19794-4 standards, are maintained and the same are used for
authenticating customer initiated transactions through the field devices only at
the places (mostly in the state of ASSAM) where Aadhaar is not available.
11.4. The architecture envisages online transactions. In Online mode, all Transactions
are authenticated online, suitable accounting entries passed at Bank’s CBS Host,
respond back in ISO messaging format with requisite response code to field
devices. Thus customer transaction is completed with accepting / withdrawal of
the cash, as the case may be. In case of un-successful transactions during the
above process, ISO message includes requisite response code indicating the
reason for un-successful return of the transaction. The FI/Intermediary sever
connects to FI gateway for seeking the authentication, in online mode, from
Central Biometric Authentication Server or from the remote server like through
NPCI/UIDAI/Bank ATM Switch etc.
11.5. The transaction flow should embrace ADV [Aadhaar Data Vault] as per the ADV
implementation guidelines.
12. BID PROCESS – GENERAL TERMS

12.1. The bidder must use the entire information furnished in the RFP including scope,
detailed requirements of architecture of application, hardware, functional and
technical specifications, other Annexure etc., while submitting the response.
12.2. All responses should be in English language. All responses by the Bidders to this
RFP document shall be binding on such Bidders for a period of One year from the
date of opening Technical Bid.

12.3. All responses including commercial and technical bids would be deemed to be
irrevocable offers / proposals from the Bidders and may, if accepted by Bank,
form part of the final contract between Bank and Bidder.
12.4. Any bid submitted cannot be withdrawn / modified after the closing date and
time for submission of the bid offers unless specifically permitted by Bank.
12.5. In the event the Bidder has not quoted for any mandatory or optional items as
required by Bank and forming a part of the RFP document and responded to by
the Bidders, the same shall be deemed to be provided by the Bidder at no extra
cost to Bank.
12.6. All out of pocket expenses, traveling, boarding and lodging expenses for the
entire life of the contract should be a part of the commercial bid submitted by
the Bidder and no extra cost shall be payable by Bank. The Bidder cannot take
the plea of omitting any charges or costs and later lodge a claim on Bank for the
same.
12.7. The Bidder at no point of time can excuse themselves from any claims by Bank
whatsoever for their deviations in conforming to the terms and conditions,
payment schedules, timeframe for implementation etc. as mentioned in RFP
documents.
12.8. By submitting a proposal, the Bidder agrees to promptly contract with Bank for
any work awarded to the Bidder.
12.9. This RFP or clarifications or writings issued pursuant thereto shall not be construed
as an obligation on the part of Bank to award a purchase contract for any
services or combination of services.
12.10. Bank reserves the right to reject any or all bids in full without assigning any reason
whatsoever. Bank will not entertain any communication with respect to the same.
12.11. The bidder has to adhere to the time schedule of activities mentioned in the RFP
and no request to change the last date or extend period / time for submission
shall be entertained by Bank. However, bank reserves its right to extend the
date/time for submission of the responses without assigning any reason by
notifying in the Website / displayed on the Notice Board.
12.12. To assist in the scrutiny, evaluation and comparison of offers, Bank may, at its
discretion, ask any of Bidders for clarifications to their offer.
13. SUBMISSION OF BIDS

13.1. The Bank will organize a meeting with all the prospective bidders, to address any
query in connection with the RFP. It is essential that all clarifications/queries needs
to be submitted to the Bank at least two days in advance, before the date of

meeting in either official hard copies or e-mails (agmrrb@unitedbank.co.in,

cmrrb@unitedbank.co.in ). The Bank may, for any reason, whether at its own
initiative or in response to clarification(s) sought from prospective bidders, modify
the RFP contents by amendment. Clarifications /Amendments, if any, will be
notified on Bank’s website www.united bankofindia.com.
13.2. A duly authorized signatory of the Bidder under seal should authenticate all pages
in the Bid. The signatory wherever necessary should submit a copy of the Power
of Attorney / Board Resolution / letter from Director(s) or other relevant document
authorizing him/her to sign the above bid documents on behalf of the Bidder.
Responses submitted by a Bidder to this RFP represent a firm offer to contract on
the terms and conditions described in the Bidder’s response. The proposal in
original (hard copy) will be accepted. No photocopy/ email of the proposal will
be accepted.
13.3. The competitive bids shall be in three parts viz. Eligibility, Technical and Price
Bid. Each of these three bids shall be submitted in separate sealed envelopes. All
bids should be in hard copy. However, bidders should also furnish a soft copy of
the Eligibility Bid, Technical Bid and Price Bid, though only hard copy will be
considered for evaluation purpose. Bidder’s confirmation of Bank’s requirements
should be categorical and the Price Bid must not contradict the Technical Bid in
any manner. Violation of these requirements will disqualify the bidder.
13.4. The Bidders are requested to structure their proposals only as per the format given
below. It should be organized, structured and neat. Brochures/leaflets, etc. should
not be submitted in loose form. No modification/addition/deletion should be
made in the formats/letter stipulated. Any
change/modification/addition/deletion to the descriptions will invalidate the
documents. The offer may not be evaluated by the Bank in case of non-
adherence to the format or partial submission of details as per the format
specified below. All pages of the document should be numbered and all sections
should be labeled for easy reference.
13.5. The Bidder to ensure that their proposals clearly set out all information as specified
in the RFP. Bidders must provide categorical and factual replies to specific
questions. Bidders may provide additional technical literature relating to their
proposals as separate annexure.
(a) Eligibility Bid: The top of the envelope containing the eligibility bid should be
super scribed with “ELIGIBILITY BID – TSP TO IMPLEMENT END-TO-END FINANCIAL
INCLUSION for United Bank of India Sponsored RRBs : TENDER REFERENCE NO.
Tu-RRB 01/2019”. The eligibility bid should be submitted in hard copy (along with
a soft copy).
The Bid should be organized and submitted as per the following sequence
- Table of Contents

- Application Money
- Earnest Money Deposit (EMD)
- Bidder Profile
- Integrity Pact (Annexure-IX)
- Eligibility Compliance with supporting documents
- Authority Letter from the company authorizing the official to sign bid
documents and sign contracts/agreement with the Bank
- Company Profile, Corporate Structure and Escalation Matrix with SPOC for
the Project
- Proposed solution architecture describing approach to delivery thereof
- Any other details that is pertinent to the evaluation
(b) Technical Bid: The technical bid must be submitted in a sealed envelope super
scribed as “TECHNICAL BID FOR TSP TO IMPLEMENT END-TO-END FINANCIAL
INCLUSION for United Bank of India Sponsored RRBs : TENDER REFERENCE NO.
Tu-RRB 01/2019”. The technical bid should be submitted in hard copy (along
with a soft copy).
- Table of Contents.
- Offer Covering Letter (Annexure-XIII)
- Letter of undertaking from OSD/OEM (Annexure-XII)
- Bid Undertaking (Annexure-XIV)
- Duly filled in Technical BID Format (Annexure-VI with related documents)
- Statement of Compliance/Deviation (Annexure-VII)
- Duly filled Technical Evaluation Format(Annexure-VIII)
- Masked Commercial Bid (Annexure-IV)
- Implementation and Transition Plan
- Business Continuity Plan document
(c) Commercial Bid: The commercial bid should be submitted in a sealed
envelope, super scribed as “COMMERCIAL BID FOR TSP TO IMPLEMENT END-TO-
END FINANCIAL INCLUSION for United Bank of India Sponsored RRBs : TENDER
REFERENCE NO. Tu-RRB 01/2019”. The commercial bid should be submitted in
hard copy (along with a soft copy).
- Table of Contents.
- Duly filled Commercial Bid Format (Annexure-IV)
All the above three sealed envelopes should be put together in another sealed envelope
superscribing “BID FOR TSP TO IMPLEMENT END-TO-END FINANCIAL INCLUSION for United
Bank of India Sponsored RRBs : TENDER REFERENCE NO. Tu-RRB 01/2019“.
The bid completed in all respect, to be dropped in the box placed at the reception of
the RRB Department, 12th Floor, United Bank of India, Head Office, 11,Hemanta Basu

Sarani, Kolkata marked as “TENDER BOX” within the due date and time. The bid submitted
anywhere else is liable for rejection.
13.6. Bidder’s confirmation of Bank’s requirements should be categorical. Violation of

these requirements will disqualify the bidder. Failure to provide information called
for or vague response shall constitute violation of the Bid terms and such bids shall
be summarily rejected.
14. DEADLINE FOR SUBMISSION OF BIDS

14.1. Bids should be received by the Bank at the address specified, not later than the
date and time specified. Any Bid received after the deadline for submission of
Bids prescribed, will be rejected and returned unopened to the Bidder.
14.2. The Bank may, at its discretion, extend this deadline for submission of Bids by
amending the Bid Documents, in which case, all rights and obligations of the Bank
and Bidders previously subject to the deadline will thereafter be subject to the
deadline as extended.
14.3. The offer made under the Bid may not be evaluated by the Bank in case of non-
adherence to the format or partial submission of details as per the format. The
Bank shall not allow/permit changes in the Bid once the Bid is submitted. All
relevant details that the Bidder wishes to include in its bid should be submitted
along with the offer. Failure to submit such information along with the offer shall
result in disqualification.
14.4. The Bidder shall bear all costs associated with the preparation and submission of
its Bid and Bank will in no case be responsible or liable for these costs, regardless
of the conduct or outcome of the Bidding process.
14.5. The Bid shall be typed or written in indelible ink and shall be signed by the Bidder
or a person or persons duly authorized to bind the Bidder to the Contract. The
person or persons signing the Bids shall initial all pages of the Bids, except for un-
amended printed literature. Also, all pages of the Bid submitted should be serially
numbered like Page 1 of xx or 1 / xx where xx is the total number of pages of the
Bid.
14.6. Any inter-lineation, erasures or overwriting shall be valid only if they are counter-
signed by the person signing the Bids. The Bank reserves the right to reject bids not
conforming to above.
15. VALIDITY OF BIDS

15.1. Bids shall remain valid for six month from the date of opening of the Bid. A Bid
valid for a shorter period may be rejected by the Bank as non-responsive.

15.2. Under exceptional circumstances, Bank may seek Bidders’ consent for extension
of the period of validity. The request and response thereto shall be made in
writing. Retention of Bid Security shall also be suitably extended.
16. BID SECURITY

16.1. The Bidder will have to submit Bid Security in the Form of a Bank Guarantee, as
per Annexure-XV, issued by a scheduled bank in India, for ₹ 30,00,000/- (Rupees
Thirty Lac only) valid for period of one year from the date of RFP. The bidder shall
also undertake to get this BG renewed for further periods if required.
16.2. The Bid security will be returned to the unsuccessful bidders on completion of the
bid process within a month.
16.3. The Bid security of the successful bidder will be retained till the successful bidder
signs Service Level Agreement with bank and submits the security
deposit/performance guarantee as per the requirements of bank. The security
deposit/performance guarantee shall be for 10% of the Yearly Contract Value.
16.4. The Bid security may be forfeited:
16.4.1 If a Bidder withdraws or amends its Bid during the period of Bid validity
specified for any reasons, whatsoever; or
16.4.2 If a Bidder makes any statement or encloses any form which turns out to
be false/incorrect at any time prior to signing of Contract; or
16.4.3 In the case of a successful Bidder, if the Bidder fails to :
i. Sign the Service Level Agreement(s) with the Bank (individual RRBs)
within a period of 30 days for any reasons, whatsoever; or
ii. Furnish Security/Performance Guarantee to the Bank (individual

RRBs) within 30 days after signing the contract between the Bank
(individual RRBs) and the bidder.
17. TECHNICAL AND COMMERCIAL BID

17.1. The technical Bid should provide complete details sought in the Annexure-VI of
this RFP.
17.2. The Bidder has to invariably submit the Compliance, and details of deviation, if
any, relating to both Commercial and Technical requirements. It is deemed that
Bidder has complied with the entire commercial and technical requirements of
the RFP, except those mentioned in the ‘Statement of Completion / Deviation’
which is part of the Technical Bid Form.

17.3. If the deviations mentioned by the Bidder, in the opinion of the Bank, are minor in
nature, Bank may allow such deviation and proceed with the evaluation of the
Bid. On the contrary, if the deviations are not acceptable to the Bank, the Bid
response submitted by the Bidder will be treated as Non-responsive, rejected and
will not be considered for further evaluation.
18. BID OPENING AND EVALUATION METHODOLOGY

18.1. The Bank will open the eligibility and technical bids on the date and time specified
under paragraph 3.2 of the time schedule in the presence of authorized
representatives of the bidders at United Bank of India, Head Office, 11 Hemant
Basu Sarani, Kolkata – 700001,even if the representative of any bidder does not
turn up at the specified time. In case, the venue, date and time of opening is
modified for any unavoidable circumstances, the details of the same will be
informed to the Bidders.
18.2. The bid evaluation for the Bidders who have furnished Bid Security of ₹ 30,00,000/-
(Rupees Thirty Lakh Only) and Application Money ₹ 5,000/- (Rupees Five Thousand
Only) will start with examination of the Bids to determine whether documents are
complete, are in the required formats, documents properly signed and the Bids
are generally in order.
18.3. The Bank, at its discretion, may waive any minor infirmity, non-conformity, or
irregularity in a Bid, which does not constitute a material deviation.
18.4. The eligibility bids will be evaluated first in terms with the Eligibility Criteria specified
in the RFP to examine qualification of the bidder for the technical evaluation. The
decision of the Bank shall be final and binding on all parties in this respect.
18.5. During evaluation of the Bids, Bank, at its discretion, may ask a bidder for
clarification of its bid. The request for clarification and the response shall be in
writing, and no change in the price or substance of the bid shall be sought,
offered or permitted.
18.6. The technical bids of eligible bidders will be evaluated next to examine the
compliance level with respect to the technical parameters mentioned in the bid.
Bidders who attain a minimum of 75% marks, as per Annexure-VIII, only will be
qualified for opening and evaluation of price bid.
18.7. The price bids will be evaluated in terms with the business/transaction volumes to
ascertain the lowest bid - L1 (Total Cost of Ownership-TCO) for five years as per
Annexure-IV. However, the Bank does not bind itself to accept the lowest or any
bid and reserves the right to reject any or all bids at any point of time prior to the
issuance of purchase order without assigning any reasons whatsoever. The Bank
reserves the right to re-tender. The Bank shall not incur any liability to the affected
bidder(s) because of such rejection. The Bank shall not be obliged to inform the
affected bidder(s) of the ground for the Bank’s rejection. The price bids of

unsuccessful bidders at the technical stage may be returned to respective

bidders unopened against acknowledgement.
18.8. The purpose of bid evaluation is to determine the technically compliant and
commercially lowest bid amongst the eligible bidders who responded to the RFP.
As part of the evaluation the following aspects will be taken into account.
18.8.1 Bidder submitting the bid document in order with required sureties.
18.8.2 Bidder meeting the eligibility criteria as specified in the RFP document
and subsequent amendments, if any.
18.8.3 Bidder meeting the technical criteria as specified in the RFP document
and subsequent amendments, if any.
18.8.4 Compliance to terms & conditions of the RFP document and subsequent
amendments, if any.
18.8.5 Submission of Price Bids and Bill of Material strictly in the prescribed
format.
18.8.6 Review of written reply, if any, submitted in response to the clarification
sought by the Bank, if any.
18.8.7 Bidder’s standing (e.g. experience in executing similar projects).
The solution architecture describing approach to delivery thereof and

presentation/ demonstration of the product/ solution, feedback from reference
sites.
19. CONTACTING THE BANK

No Bidder shall contact the Bank on any matter relating to its Bid, from the time of
opening of Bid to the time the Contract is awarded. Any effort by a Bidder to influence
the Bank in its decisions on Bid evaluation, Bid comparison or contract award may result
in the rejection of the Bidder’s Bid, including forfeiture of the Bid Security.
20. BANK’S RIGHT TO ACCEPT ANY BID, REJECT ANY OR ALL BIDS
20.1. 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
contract of award, without thereby incurring any liability to the affected or Bidder
or Bidders or any obligation to inform the affected Bidder or Bidders of the grounds
for the Bank’s action. Bank reserves the right to reject any Bid on security and/or
other considerations without assigning any reason.
20.2. Bank reserves the right to cancel the entire Bidding/procurement process at any
stage without assigning any reason whatsoever.

21. LIABILITIES OF THE BANK

This RFP is not an offer by the Bank, but an invitation for bidder’s response. No contractual
obligation whatsoever shall arise on the Bank from the RFP process, unless and until a
formal contract is signed and executed between the bank and the bidder.
22. PROPOSAL FORMAT

As the bidder’s proposal is central to the evaluation & selection process, it is important
that the bidder carefully prepares the proposal as per the prescribed formats only. Under
no circumstance, the format can be changed, altered or modified. There should be no
hand-written material, correction or alteration in the offer. Bidders must provide
categorical and factual replies to specific questions. Bidders may provide additional
technical literature relating to their proposals but in a separate annexure. Correct and
current technical details must be completely filled in. Annexures of this RFP form integral
part of the RFP.
23. OWNERSHIP
The RFP and all supporting documents are the sole property of the Bank and violation of
the terms of this RFP will be a breach of trust and breach of the initial contract conditions
and Bank has a right to initiate any action deemed appropriate. The proposal and all
supporting documentation submitted by bidders shall become the property of the Bank.
Unopened bids will be returned to bidders.
24. INTEGRITY PACT
As per Central Vigilance Commission (CVC) directives, it is required that Bidders/Bidders

observe the highest standard of ethics during the procurement and execution of such
contracts in pursuance of this policy. To ensure transparency, equity and competitiveness
and in compliance with the CVC guidelines, this RFP shall be covered under the Integrity
Pact (IP) policy of the Bank. The pact essentially envisages an agreement between the
prospective bidders/bidders and the Bank. Further, all bidders need to submit an
“Integrity Pact” (duly sealed & signed) as per Annexure-IX of the RFP, on non-judicial
stamp paper of appropriate value in its technical bid. For the above pact, The Bank has
appointed two (02) Independent External Monitors (IEM). The details of IEMs nominated
for the Bank is as under:
SL Name Mobile e-mail

1 Ms. Bulbul Sen IRS (Retd.) 9999862888 bsensarkar@gmail.com
2 Shri A.K. Mohapatra IFS (Retd.) 9437002530 amiyaifs@gmail.com

Signing of the Integrity Pact with the bank would be one of the preliminary qualification
for further evaluation. In other words, entering into this pact would be one of the
preliminary qualification for this RFP and the pact shall be effective from the stage of
invitation of bids till the complete execution of the contract. Any Bidder not submitting
the prescribed undertaking (Integrity Pact) or submitting the same with deviations/
amendments thereto will be disqualified from further evaluation / participation in the
process of relative procurement.
25. CONTRACT/SERVICE LEVEL AGREEMENT
25.1. Upon completion of the selection process, Successful bidder has to enter in to an
agreement/contract within 30 days from date of award of contract with
respective RRB’s (BGVB, AGVB, TGB, MRB).
25.2. SLA for Services Availability measurements and Performance parameters for TSP:
25.2.1 Bidder has to configure and maintain the total infrastructure for the entire
contract period and any extendable period thereafter (on mutually
agreed terms for the extension period). Bidder should take complete
responsibility of configuration and maintenance of the FI infrastructure
setup. Any technical glitch in hardware component and related Software
should be attended on priority and should be covered under warranty.
25.2.2 Bidder should ensure proper patches are applied and complied with the
security and audit standards issued by bank. It is responsibility of the bidder
to apply new patches, OS/firmware & BIOS updates or upgrade if the Bank
desires. During ATS/AMC period the bidder will ensure smooth functioning
of system.
25.2.3 If any critical component of the entire configuration is out of service for more
than 6 hours, the Bidder shall either immediately replace the defective unit
or replace it at its own cost or provide a standby.
25.2.4 Bank expects that the Bidder shall be bound by the Service Levels described
in this document. Service Levels will include Availability measurements and
Performance parameters. Bank requires the Bidder to provide reports for all
availability and performance parameters log of all issues that have been
raised and Closed/ Pending Closure by the Bidder. The frequency of these
reports would be Weekly, Monthly, Quarterly and Yearly. Apart from reports
on each availability and performance measurement parameter
mentioned below, the reporting should also include the following:
25.2.4.1 Utilization of CPU, RAM, Hard Disk, I/O (Peak and Average). Peak
utilization of the resources should not exceed 70% at any instance.
25.2.4.2 Monitoring of user activity

25.2.4.3 Problem Trends

25.2.4.4 Call Resolution Time
25.2.5 However, all availability and Performance Measurements will be on a

monthly basis for the purpose of Service Level reporting. Audits will normally
be done on quarterly basis or as required by Bank and will be performed by
Bank or Bank appointed third party agencies.
25.2.6 Total system uptime Bidder has to guarantee minimum uptime of 99.90% and
should be ready to execute service level agreement for the same. It will be
calculated on quarterly basis during the contract period. Bank will charge
penalty in case of not meeting the up time requirement at the rate of 0.25%
of order amount (from the TSP share and CSP share) for every fall of 0.2% in
uptime maximum up to 10% of the contract value. During warranty, order
amount will be considered whereas during AMC/ATS period, AMC/ATS [1-
year (previous) Cost] would be considered for calculation of penalty
charges. For this purpose, total elapsed time between receiving the break
down message (over telephone or email or otherwise) and making the
system functional or providing standby machine, will be treated as down
time. The vendor has to provide proper evidence to support their claim of
capability to provide service at various locations.
25.2.7 As agreed upon by both the parties the SLAs for resolution time of the issues
under various services/support are:
FI Switch / Gateway / Application
25.2.7.1 Any software bug identified by Bank/ Bidder would have to be fixed
within the stipulated time depending upon the criticality of the issue.
25.2.7.2 Bidder will be solely responsible for any financial loss occurred by
Bank due to any Bug in application and Bank reserves its right to recover
these amounts by any mode such as adjusting from any payments to be
made by the Bank to the company.
Particulars Severity – 1 Severity – 2 Severity – 3

Resolution Time (in 1 8 24
working hours)
Severity 1 - The Bank experiences a complete loss of service. The operation

is mission critical to the business and the situation is an emergency. There is
complete Shutdown in the Bank’s Services. Possible scenario under Severity
Level 1 may be unavailability of any transaction module or customers
unable to perform transactions or transaction malfunction or unusual
behaviour in transaction module, biometric authentication module
unavailability and centralized agent login failure (biometric or AADHAAR
based).

Severity 2 - The Bank experiences a severe loss of service. However,

operations can continue in a restricted manner. Possible scenario under
Severity Level 2 includes unavailability of important supporting services
mentioned in RFP like customer enrolment & account opening process,
transactions reconciliation process.
Severity 3 - The Bank experiences no business loss of service. The impact is

an inconvenience like Dashboard, invoices module and reports
unavailability.
25.2.7.3 Bank will charge penalty of Rs 5000 per hour for every downtime
exceeding the time period based on severity level during the contract
period. The downtime in such cases will be the total elapsed between
receiving the system down message based on the severity level (over
telephone, mail or otherwise) and making the system functional or
providing standby machine. The Bank reserves its right to recover these
amounts by any mode such as adjusting from any payments to be made
by the Bank to the company.
25.2.8 Bidder shall ensure 99.75% technical success rate of all the transactions.
Penalty at 0.25% of total annual cost will be deducted for every fall of 0.2%
in technical success rate upto maximum 10%.
25.3. The Service Level Agreement for CBC and CSP will be signed mutually between
Bank and the selected bidder and will be guided by the government guidelines
in this regard, draft agreement is given in Annexure XIV.
PENALTY FOR DELAY

a. Appointment of New BC: Without prejudice to Bank’s right to terminate the
agreement, for any defective service or inability to provide the service for any
reason or for non-functioning of the BCO for any reason, beyond 10 (Ten) days
continuously, a penalty @ ₹100/- per day (from the 11th day onwards) or a
maximum of ₹3000/- month will be levied for each of the BCO from the BC. Bank
may consider relaxation in the penalty if the delay is attributable to the Bank.
However, bidder to substantiate the same.
b. Replacement of existing BC: Bank may ask for the replacement of the existing BC
in the interest of the Bank due to unauthorized absence or for reasons for non –
functioning of the BCO for any reason. In such case the BC is to be replaced within
10 Days else from 11th Day the above mention penalty will be applicable.
26. REVIEW OF SERVICES AND TERMINATION OF CONTRACT

26.1. The performance of the Service Provider will be reviewed, every month initially,
and thereafter at such intervals as the bank may decide to identify the

bottlenecks and to initiate remedial measures. The bank reserves the right to
terminate the contract at any point of time if,
26.1.1 The Bidder/service provider commits a breach of the terms and

conditions of the RFP/Contract and fails to remedy such breach for a
period of 30 Business Days, following receipt of written notice from Bank
specifying the breach or breaches;
26.1.2 An Insolvency event occurs in relation to the Bidder or it ceases to carry
on its business or substantially the whole of its business;
26.1.3 Services are found to be unsatisfactory;
26.1.4 There is a consistent failure to maintain the customer satisfaction;
26.1.5 Desired levels of output by the Service Provider are not met;
26.1.6 There is a discrepancy found in the accounts maintained by the Service
Provider and the records of the Bank;
26.1.7 The customers serviced by the Service Provider complain to the Bank
that the services provided by the Service Provider is inefficient;
26.1.8 There is fraud in the accounts handled by the Service Provider; or
26.1.9 Any other reason which in the opinion of the bank is not conducive to
the continuation of the Services of the Service Provider.
26.1.10 If deductions on account of penalty exceeds more than 10% of the
total contract price.
26.2. The Bank shall have the discretion to switch implementation at Sub-Service Area
level, to other technologies, business models etc., based on its convenience,
availability of infrastructure, connectivity-etc.
26.3. However, before terminating the contract, a written notice specifying the defects
in services to the Service Provider will be served and ask him to rectify the defects
within a period of 30 days. In case the defects are not rectified, the contract with
the Service Provider will be terminated.
26.4. Bank shall also evaluate the performance of the Service Provider and if it is found
that the performance is not satisfactory on any point mentioned above, that Bank
shall be at liberty to terminate the contract after giving a notice of 30 days.
26.5. It is expected that Bank Mitra /BCAs are engaged and are activated (the day
Bank Mitra / BCAs starts performing normal functions of the BC Agent) in the
villages coming under the respective Sub-Service Areas within one month of
award of contract. Shortfall of more than 10% in achieving the target will result in
the services being treated as ‘unsatisfactory’. A penalty @ Rs. 500/- per day (from
the 31st day onwards) will be levied for each of the BCO from the Service
provider.
26.6. The Bank shall not be liable for the acts of commission of the Bank Mitra/BCA
engaged by the Service Provider. The Service Provider is responsible for
compliance of all applicable laws and regulations of the land in relation to the
Bank Mitra /BCA engaged by them and the Bank Mitra/ BCA engaged by the SP
shall not be eligible to claim any benefit or fee or charge from the Bank. The

Service Provider is responsible for all performance of obligations under the

agreement and the Bank shall have no obligation towards the Bank Mitra/BCA
engaged by the Service Provider.
27. EFFECT OF TERMINATION

27.1. The bidder agrees that it shall not be relieved of its obligations under the reverse
transition mechanism notwithstanding the termination of the assignment. Reverse
Transition mechanism would typically include service and tasks that are required
to be performed / rendered by the bidder to the Bank or its designee to ensure
smooth handover and transitioning of Bank’s deliverables and maintenance. The
reverse transition will be for the period of 3 months post the notice period.
27.2. Same terms (including payment terms) which were applicable during the term of
the contract should be applicable for reverse transition services.
27.3. The bidder agrees that after completion of the Term or upon earlier termination
of the assignment the bidder shall, if required by the Bank, continue to provide
warranty services to the Bank at no less favorable terms than those contained in
this RFP. In case the bank wants to continue with the bidder’s services after the
completion of this contract then the bidder shall offer the same or better terms to
the bank. Unless mutually agreed, the rates shall remain firm.
27.4. The Bank shall make such prorated payment for services rendered by the bidder
and accepted by the Bank at the sole discretion of the Bank in the event of
termination, provided that the bidder is in compliance with its obligations till such
date. However, no payment for “costs incurred, or irrevocably committed to, up
to the effective date of such termination” will be admissible. There shall be no
termination compensation payable to the bidder.
27.5. Termination shall not absolve the liability of the Bank to make payments of
undisputed amounts to the bidder for services rendered till the effective date of
termination. Termination shall be without prejudice to any other rights or remedies
a party may be entitled to hereunder or at law and shall not affect any accrued
rights or liabilities or either party nor the coming into force or continuation in force
of any provision hereof which is expressly intended to come into force or continue
in force on or after such termination.
28. PAYMENT TERMS

28.1. The invoices are to be raised to the individual RRBs as per the tax norms of the
country and subsequently the payment will be released from the respective RRBs.
28.2. The payment will be made by the Bank (respective RRBs) on monthly basis in
arrears on aggregated basis on submission of invoices by the Service Provider.

28.3. The payment will be made for the enrollments completed in all respects i.e.
demographic data, photo and biometrics with CBS account number and with at
least one financial transaction through Micro ATM/ BC point after the activation
of customer account. The date of activation would be the date of first financial
transaction. Payment for transactions will be done for all the transactions
excluding accommodative transactions like Bank Mitra own transactions/other
Bank Mitra transactions of our Bank/more than two transactions in same account
on a day etc. No payment will be done for balance enquiry, Mini-statement or
any other non-financial transactions.
28.4. The Service Provider is eligible for the additional charges listed in Annexure-III as
commission towards business facilitation. The amount / percentage of share may
be varied based on the Regulatory stipulations.
28.5. The Service Provider should authorize the bank to credit the amount payable to
Bank Mitra /BCAs directly.
28.6. The Service Provider shall be solely liable & responsible for compliance of
applicable Labor Laws in respect of its employees, agents and representatives
and in particular Laws relating to terminal benefits such as minimum wages,
Pension, Gratuity, Provident Fund, Bonus or other benefits to which they may be
entitled and the Bank shall have no liability in this regard.
28.7. The list of services and Products offered by the Bank may be added/ deleted from
time to time as per Bank’s policy.
28.8. Cap on Business/Commission: Reserve Bank has expressly prohibited sourcing of

Bulk deposits, NRE/NRO FCNRB deposits, and deposits from Public Sector
Companies/Government Departments by this channel.
28.9. The payment for the service provided will be done after doing the due-diligence
w.r.t the SLA signed between Bank and the service provider and deducting the
necessary penalty (if any) for the said period. The necessary reports/MIS to be
submitted along with the Invoices.
28.10. The service provider to submit the sign Off from the Bank team for the uptime of
the system for the said period along with the Invoices for processing payment w.r.t
TPS.
29. TAXES AND DUTIES

29.1. The Service Provider shall be entirely responsible for all applicable taxes, duties,
levies, charges, license fees, road permits, etc., except GST which will be
reimbursed by the Bank on actual basis as per the rules in force.

29.2. Providing clarifications/particulars/documents etc. to the appropriate tax

authorities for assessment of tax, compliance with labour and other laws, etc., will
be the responsibility of the Service Provider at his cost.
29.3. Tax deduction at Source - Wherever the laws and regulations require deduction
of such taxes at the source of payment, Bank shall effect such deductions from
the payment due to the Service Provider. 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 Service Provider from his responsibility to pay any tax that may be levied in
India on income and profits made by the Service Provider in respect of this
contract.
29.4. The Invoices raised against the Bank / RRBs should follow the GST guidelines with
respect to the individual RRBs.

ANNEXURE-1 (SCOPE OF SERVICES)

TO BE OFFERED BY Service Provider
1. The Service Provider would be required to provide the services, facilities,

infrastructure, technology, connectivity etc. The proposed solution should be
capable of interfacing (STP) with various internal and external systems to facilitate
various types of interoperable transactions, both financial and non-financial.
These systems will include interface with CBS (Finacle), NPCI (Aadhaar
based/Bharat QR/Bharat Bill Pay/IMPS, etc), UBI FI Gateway , Financial Transaction
Switch (Debit/Credit Cards), RTGS/NEFT, Mobile Banking, Bank's reconciliation
system, Bureau link Connector (CRIF Highmark), ERPs of insurance partners
(life/non-life including health insurance), , MIS servers, etc. The solution should
meet the technical, functional, security and operational specifications as given
below. The projections / volumetric provided in this RFP is to be used for arriving at
the infrastructure sizing purpose so as to meet the present as well as business
growth in next five years. The solution should have three tier architecture (Web,
Application and Database) to comply with the Bank’s Security Architecture and
preferably on HA.
a. FI solution should interface with Bank’s back end system like Core Banking
Solution (CBS), ATM Switch, Mobile Banking, Enterprise Data Warehouse
(EDW), MIS, Call Center, IMPS server, RTGS/NEFT) and NPCI/UIDAI which follows

ISO 8583/Web service/messaging formats/XML standard interface protocols

or any other online messaging format/protocols
b. The Bidder should maintain and manage total infrastructure deployed

(including System and Database administration) including FI Switch
application, microATM application, Bank Mitra/ Mitra management module
and parameter configuration/ approval.
c. End to end FI solution should include the following features:
i. FI Switch to Drive & Manage micro ATM / laptop / kiosk

ii. Common application for micro ATM / laptop / kiosk
iii. Business Correspondent (BC)
iv. Configuration of services at Bank level, BC group level and user level
v. Role based access for various users (Admin, BCs, Corporate users,
report users, branch users, etc.)
vi. Centralized financial parameters and limits maintenance module BC
wise, BC Agent wise / micro ATM-wise, transaction type wise e.g. AePS/
RuPay/VISA DebitRuPay/VISA Debit/VISA Debit/VISA/MASTER/Credit
Card PIN based/Finger Print/IRIS/IMPS, transaction wise e.g.
deposit/withdrawal/ Fund Transfer etc.
vii. Audit trails – transactions, activity on admin, BC and Agent
Management module
viii. Integrated & robust MIS reports and online Dashboard for all FI activities
with Bank defined user level access to various stakeholders.
ix. Support for invoice generation, commission and remuneration
processing for corporate Business Correspondents (BC) and Bank Mitras
/bill generation based on variables/performance based /fixed pay
structure/combination on monthly/quarterly basis or any time frame.
x. Support reconciliation of transactions carried out by the BC, payment
of incentives and settlement based on the transaction reconciliation.
xi. Key Management Module for PIN based RuPay/VISA/Maestro
Debit/Credit Card/Aadhaar based transactions.
xii. Integrate with the Financial Switch of the Bank [FIS / FSS ] for Debit /
Credit Card and PIN validation.
xiii. Bank Mitra management module for Head Office, Regional Office and
Branches to monitor Bank Mitras and generate reports.
xiv. Receipt printing in vernacular languages.
xv. Passbook Printing at BC Agent’s location.
xvi. Facility to raise/track/close disputed transactions by Bank Mitras/BC/
branches/officials and generates MIS reports.
xvii. Facility to send event based SMS and email to BC and Bank Mitra. It is
the bidder’s responsibility to integrate the application with Bank’s SMS
and email gateway.
xviii. Solution should be capable of distinguishing a Bank Mitra transaction
(through various modes) initiated from the same microATM and / or
laptop system and route the same to respective external/internal
systems for appropriate accounting.

2. The Service Provider shall provide the services through Bank Mitra/BCA engaged
by the Service Provider. The Bank will prescribe the number of BCA to be engaged
in any area of operation for exclusively working as a Bank Mitra. The list of
additional locations, if any and the mode of coverage will be advised to the
selected bidder by the Bank separately. FI Solution should have a Business
Correspondent Management Module for MicroATM and/ or laptop operators – A
fully fledged BC module where the Administrator of BCA can maintain and
manage BC Agent details. It include modules like:
a. BC Agent creation and maintenance.

i. A BC agent should always be recruited locally from within the service
area of the proposed BC point. E-KYC of the proposed BC is mandatory
(except in case of Assam/Meghalaya till penetration of Aadhaar is at
accepted level, although Aadhaar based verification will be
preferable.
ii. A BC Agent must be minimum Class X pass having working knowledge
of computer and Hindi/English/local language.
iii. Document verification by the TSP & Police Verification should be
mandatorily done before placing the request for approval of the Bank.
iv. On boarding process will be system driven with control at Branch
(approval after interview & due diligence), Regional Office
(Acceptance & approval) and Head Office level (Final approval &
opening of Salary Account and BC Settlement Account from back-end
file exchange process.
v. BC agent’s application detail like Name, Father's Name, Address,
Aadhaar Number, Photograph, Educational Qualification, Experience,
etc. should flow through the system for perusal of the Bank officials.
vi. Digital copies of the photograph, KYC documents/e-KYC reference
number, Police Verification report, reports by two references, etc.
should be stored in digital formats and made accessible to the various
stakeholders including branch, RO and HO.
vii. BC agents has to be mandatorily provided periodic training and pass
the certificate examination of IIBF or any other examination mandated
by Bank/regulating authority.
viii. An Online BC registry have to be maintained with complete KYC &
demographic details of the agent along with his area of operations,
product offering, performance, salary details, leave details etc. Area
Manger, District Manager & State Manager will report to Banks Team
for Management of BCs.
ix. BC agent should be managed and monitored by a 3 tier management
system of Corporate BC viz. Area Manager, District Manager, State
Manager.
b. BC Agent and MicroATM / Laptop terminal management vis-a-vis transaction

limit and sub limit based on type of transaction, BC ( PMJDY, Non PMJDY,
Kiosk) Geographical location and Category ( Rural, Semi Urban, Urban and
Metro). Mapping of microATM to the BC agents, contra account, limits setting,

etc., however, verification/ approval will be at Bank level. Categorization of

BC agents based on Bank’s requirements (i.e. SSA /non-SSAs/ Rural/ Urban/ or
combination of entities.
c. BC agent will be assigned specific targets for business to achieve.
d. Configuration of banking services at agent level i.e. MicroATM / laptop / kiosk

level.
e. The microATM devices provided to the BCs should interact with the FI system
over internet. The system should provide a mobile based open application
which will be capable of tracking the registered device/BC (GIS based) on a
real time basis so that the same can be used for providing various customized
services like door-step banking facilities to customers based on customer
request (eg., cash delivery/collection/cheque delivery/document
verification, etc) apart from providing real time information on the dashboard
and MIS to the DFS/NABARD/other regulator.
f. Audit trails – login, creation, deletion, parameter change, transactions logs

etc.
g. Should have capabilities to block/temporary block/permit Bank Mitra/ BC/

microATM from operating.
h. Should be able to identify type of BC whether PMJDY BC or Non PMJDY BC or

any other type as specified by the Bank.
i. Should also have the capability to identify type of device BC is functioning

with. Micro ATM, Kiosk (Desktop/Laptop), Other Mobile Device
(Mobile/Tablet).
j. Should have capability to capture IP, hardware make including MacID and
serial No.
3. FI Solution should have facility to authorize CBAS and EKYC account opening process
online in FI application and upon approval at Bank’s branch level, the account
details should be pushed to CBS / intermediate servers for opening of accounts in
CBS without manual intervention along with a detailed report at each stage i.e.
enrolment pending at BC level, pending for verification at branches, submitted to
CBS, account opened / rejected at CBS, pending response from CBS / intermediate
or at FI gateway level etc., After account opening, necessary details (Unique
Reference Number (URN), Account number, customer ID, account opening date,
process status etc.,) should be updated in FI solution to enable the BC / customer to
know the account details and perform transactions through microATM.
a) FI common application for micro ATM should have following features:

i) Aadhaar / VID based login by Bank Mitra for all Banking Services.
ii) Solution should have following Security features:
(1) MachineID / Mac ID validation.
(2) Bank Mitra login can happen with user ID, password and fingerprint
authentication or user ID and Aadhaar / VID based authentication. This
should be configurable by the administrator.
(3) Retry of fingerprint authentication for Bank Mitra and customer should be
configurable (currently the count is 3 attempts).
iii) Fingerprint (CBAS as well as UIDAI), IRIS (UIDAI), RuPay/VISA Debit/Credit Card
PIN based and/or OTP based authentication of customers.
iv) Geo-tagging of microATM locations as required by Ministry of Finance (MoF).
v) Application should have capability to run with SIM card, Wi-Fi, RF, VSAT and
LAN connectivity.
vi) Customer enrolment - fingerprint based as well as e-KYC (Finger Print and IRIS)
based:
(1) Savings account
(2) Micro Insurance / Third Party Product Distribution (TPPD)
(3) Recurring Deposit(RD) / Term Deposit
(4) Loan (Term/CC/OD)
(5) Joint Liability Group (JLG)
(6) Self Help Group (SHG) with dual authentication solution.
vii) Other applications to be deployed through microATM are:
(1) Social security Scheme (PMJJBY, PMSBY, APY) under PMJDY
(2) Overdraft facility under PMJDY scheme
(3) Online Aadhaar/Mobile seeding into Bank CBS / FI Gateway with a facility
of interoperability through NPCI/other agencies
(4) Mobile number updation in Bank accounts through micro ATM.
(5) AADHAAR mapping/updation at NPCI through Host to Host method. IRIS
based EKYC account opening. Online Dashboard for total solution
monitoring.
(6) While doing authentication, multiple ways must be provided to Aadhaar
holders to authenticate (fingerprint / IRIS/ OTP).
(7) When doing high value transactions, multi-factor authentication must be
considered.
viii) Put in place a robust exception handling system in place for ensuring better
services.
ix) If fingerprints do not work even after multi-finger authentication, other
alternative methods like IRIS and OTP must be provided.
x) In case of any family based scheme of the Government (eg, PDS), anyone in
the family must be able to authenticate to avail the benefit. If none of these

are working, then alternative mechanism like Card with PIN or any other
method must be provided.
xi) All Aadhaar based transactions (financial or non-financial) must have
receipts.
xii) Transactions support and future requirement:
(1) Support for current version of AEPS (ONUS & OFFUS) transactions (UIDAI
based authentication)
(a) Deposit
(b) Withdrawal
(c) Funds transfer
(d) Balance enquiry
(e) Mini statement
(f) Account enquiry
(2) Support for PIN based RuPay/VISA Debit/credit card (EMV/ Chip Based)
transaction:
(a) Withdrawal
(b) Balance enquiry
(c) Deposit
(3) IMPS transactions / BHIM Aadhar / BHIM UPI
(a) Funds transfer
(4) Support for normal CBAS transactions (Single / multiple Customer finger print
based authentication)
(a) Deposit
(b) Withdrawal
(c) Funds transfer
(d) Balance enquiry
(e) Consolidated Account Summary of all account
(f) Mini Statement
(g) RD repayment
(h) Loan repayment (JLG/SHG)
(i) Remittance
(j) Account enquiry
(5) Small ticket loan re-payment / EMI / premium collection
4. Card Management Module – Solution provided should have a Card Management

module with features as:
a. System should be able to generate requests for Debit Cards in new accounts,
new/duplicate Cards in existing accounts on account of loss and expiry of
cards.
b. System should be able to generate requests for new & duplicate PINs through
a direct interface with Bank's system and also support delivery of the PINs by

the BCs through an e-KYC/bio-metric/OTP/or any other dual-authentication

based process.
c. System should also be able to maintain an inventory of Debit Cards being
requested and issued through the BC.
d. System should be capable of lodging hot listing requests/lost card reports
through an STP process in CBS/supporting systems in the Bank.
5. Reversal transaction solution should be handled in online mode for all types of
transactions as per NPCI and Bank switch / CBS specifications.
6. FI Solution should have a voice prompt (vernacular languages) for Transaction

authentication and success/failure receipts.
7. FI Solution should support interoperable transactions (AEPS transactions, PIN based

RuPay/VISA Debit card transactions, IMPS / BHIM Aadhar / BHIM UPI transactions)
through NPCI.
8. FI solution should comply with NPCI/UIDAI specification for OTP, PIN, fingerprint & IRIS
authentication.
9. The FI Solution should also have Social security Scheme (PMJJBY, PMSBY, APY) under
PMJDY, Overdraft facility under PMJDY scheme, Online Aadhaar seeding into Bank
CBS / FI Gateway with a facility of interoperability through NPCI/other agencies,
Mobile number updation in Aadhaar database (UIDAI), Mobile number updation in
Bank accounts through micro ATM, AADHAAR mapping/updation at NPCI through
Host to Host method or any other method as suggested by the Bank, IRIS based EKYC
account opening and Bulk Demographic verification of customers through
NPCI/UIDAI/CKYC. Further, any new application that is deployed in common
microATM application has to be supported by FI Gateway application.
10. FI Solution should also have following Centralized Biometric Authentication System
(CBAS) related features:
a. Biometric authentication with Centralized Biometric Authentication System of

the Bank.
b. Supports multiple STQC certified biometric based microATMs (standard 1.5.1
or higher) or any such device deployed to capture finger print images which
should be stored and authenticate finger print image for future operations
with CBAS.
c. Capability to configure in admin module the no. of fingerprints required during
enrollment and the exact fingers that are required.
d. GUI representing capturing of required fingers and quality check at the time
of capturing.
e. Option to modify limitation to capture of required no. of finger prints (6 at
present) in case of handicapped customers.
f. Basic quality checks like capturing fingerprint templates of minutia points not
less than a fixed value (22 minutia points for an ideal scenario) and as per
IDRBT guidelines.

g. Deduplication check at the time of account opening. Same customer should

not be allowed to open multiple accounts (savings) with same biometrics.
11. FI Solution should have all existing product and features and facility and support
scalability to incorporate new products, features and services as directed by
DFS/NABARD/IBA/RBI/MoF/NPCI & UIDAI through MicroATM and Mobile platform
12. Bidder to maintain the complete end-to-end FI application system for a period of
five years with on-site resources for support. Bank will have the option to discontinue
the onsite support at any time during the contract period. However, bidder’s
responsibility with respect to uptime commitment will remain the same. Bank may
review periodically, the requirement of onsite resources deployed at Bank for end to
end FI solution and will decide on increasing or decreasing number of resources.
13. Online MIS Dashboard

a) Exhaustive Online Dashboard for day to day monitoring of individual Bank
Mitras based on the filter criteria with drill down facilities e.g.
I. Aadhaar based login
II. Enrolment (eKYC & fingerprint based)
III. Transactions (AEPS (OFFUS/ONUS), Fingerprint, IMPS, PIN based
RuPay/VISA Debit/Credit card (OFFUS/ONUS)/ Remittance / Fund
transfer (OFFUS/ONUS))
IV. BCs worked /non work status on particular day, Active / inactive BCs.
V. Other services – Aadhaar seeding, mobile seeding, social security
scheme, OD for PMJDY etc.
VI. Geographic location, SSA/Non-SSAs/Rural/Urban/Metro based activity
report.
VII. Loan repayment / EMI / premium collection reports.
VIII. Online Dashboard should have a MIS system which is capable to provide
BC wise / Transaction-wise/Branch-wise/Area (SSA/Ward)-wise/Region-
wise/State-wise/Bank as a whole/Product-wise information required by
the Bank, Agents, Offices, partners, regulators, Government, etc along
with drill-down facility.
b) Reports to be submitted to RBI, Ministry of Finance and top Management of
Bank – as and when required. Fixed reports (daily, weekly, monthly, and
yearly) as required by Bank. Fixed reports for Bank Mitras as required by
each Corporate BCs e.g.
I. Bank Mitras –wise and BC wise commission report based on the
enrolment, transactions (AEPS,IMPS,PIN based RuPay/VISA, CBAS) and
other services like Aadhaar seeding, mobile seeding,social security
scheme, OD for PMJDY, third party products and canvassing of bank
products, loans, RD, SHG, JLG, loan repayment / collection etc.
II. Each services wise count and payment report etc.
III. Reconciliation reports for interbank transactions (AEPS, IMPS, PIN based
RuPay/VISA card.

c) Systems should be able provide multiple user access at different hierarchy

levels viz. Branch, Regional Office, Head Office Departments and Master
user apart from administrative team of the TSP/Corporate BCs.
d) System should be able to control the information available/displayed at
different levels within the organization.
e) System should be able to interact with different systems of the Bank like
Finacle and Bank's existing MIS system or as and when implemented by the
Bank for fetching and generating reports and processing transactions (if
required).
f) System should have analytical tools to present the data in different
Graphical forms and show patterns within the data reports generated.
g) System should capture, analyze and show all the information regarding BC
on boarding, BC registry, Customer On boarding, Transactions at BC level,
Remittances, Loans & Advances, Collection & Recovery, Cross selling
products or any new product on FI platform.
h) System should also be able to generate various reports required for
regulatory authorities on regular or ad-hoc basis like RBI, DFS, Income
Tax/FIU/other agencies etc. based on the requirements.
i) The system should also be able to provide MIS related to loans/group loans
to the bureaus / Credit Information Companies and other agencies as per
the requirements.
j) System should also have a query builder facility at the Bank Front-end to run
queries on the data-base and generate any adhoc MIS reports in
xls/html/xml/txt/doc/pdf formats to name a few.
14. TSP shall enroll customers to various products using the same solution. Customers
may enroll themselves for several products simultaneously or to different products
at different points-in-time. The TSP should undertake enrollment to each of the
products (as may be required by the Bank) as per the customers’ choice and
bank’s policy.
15. Every customer shall have at least a savings bank account. Other schemes and
banking products would also be offered to customers of target-group based on
the policy of the bank.
16. Bank will entrust the process of enrollment to the Bidder. Bidder may engage his
representatives to carry out the operations duly complying with Bank’s norm and
other associated norms of GOI/RBI/UIDAI/IDRBT/NABARD/IBA/legal guidelines.
17. TSP will equip bank’s authorized field functionaries, authorized agents extending
financial/banking services on behalf of the bank, TSP’s authorized representatives
etc., with necessary devices/instruments at their cost to electronically capture all
the relevant details of the customer, digital photograph, digital raw images of
required number of fingerprints, digital images of the support documents, etc.,
and provide the data in the format prescribed by bank through a secure
transmission channel to Bank or Branches.
18. Due care and security should be accorded to all the related physical documents

19. FI Gateway Central Biometric Authentication Solution (CBAS)
Bank will also maintain a database of Customer fingerprints in the format:
a) Mentioned in the open standards of smart card based model released by

IBA, IDRBT, NPCI and UIDAI). Module should maintain account number /
customer id & fingerprint information in appropriate format and
authenticate customers to perform Banking transactions.
b) Data Security and Integrity: The biometric data that is stored on the system
has to be secured and integrity maintained at any costs. Techniques to
track data tampering and corruption has to be put in place.
c) 3 Identification Accuracy: The accuracy of identification of the
beneficiaries including false positives and false negatives are central to the
model.
d) Central Biometric Authentication System (CBAS) should have the following
functionalities:
I. 1-to-1 or 1 –to – many fingerprint comparison.
II. Fingerprint image input: raw image, .bmp allows using any fingerprint
reader, Additional fingerprint image inputs: .jpg, .png, .gif, .tif.
III. Extract/convert ISO/IEC SC37/19794-2/19794-4 from raw images and
Match ISO/IEC SC37/19794-2 /19794-4 templates.
IV. Associate more than one fingerprint with a given person. (No. of
finger prints will be specified by Bank.
V. Biometrics solution should allow storing data in any database
platform and should be compatible with any Operating System. It
means Biometric solution should be agnostic to OS/DB/CBS.
VI. Database search should be performed exhaustively for comparing
every finger print record. The exhaustive search should not create any
data loss / delay and ensure significantly better accuracy than
standard classification and indexing algorithms.
VII. Should be sensor independent, which allows the end-user or system
integrator to choose the suitable fingerprint scanner for their
application based on image size, cost or technology (optical,
capacitive, thermal)
VIII. Proposed biometric authentication solution should also conform to
the IBA/IDRBT/UIDAI/NPCI standards as published in their web site.
IX. Biometric solution proposed should be capable of working under
cluster with high availability network load balancing.
X. Biometric Solution should also facilitate online DC- DR replication and
retrieval capability in a seamless manner.
XI. Response time for biometric authentication should be in milli
seconds.
XII. Facility to define whether biometric authentication is required for a
specific user.
XIII. Solution should not have any type of hard coding of IP address etc.
All critical parameters should be configurable.

XIV. The solution should also include various audit trail report for
transaction made using biometric login as and when requested by
the Bank’s internal / External auditor.
XV. The solution should have standard application interface like API,
web services for biometric authentication.
20. The equipment provided for the above stated front-end activity should be robust,
reliable and easy-to-use, and customized to Indian rural conditions. The
microATMs+ accessories like biometric/IRIS scanner, PIN pad etc to be deployed
shall conform to IBA/NPCI/IDRBT/UIDAI standards prescribed from time to time
which is presently version 1.5.1. This shall be capable of performing enrolment for
products approved by the bank as well as transactions. The up gradation of
equipment with Bank Mitra as per the directions of Bank/UIDAI/NPCI/DFS/NABARD
etc shall be at the cost of the TSP.
21. TSP shall also ensure that the agents are well trained and kept updated with bank’s
new schemes, policies, etc as may be required to discharge their roles and serve
the customers.
22. TSP would also ensure that required supplies of stationery and other consumables
are made available with agents for uninterrupted operations.
23. TSP may be required to enroll the customer on production of documentary

evidence/support that RBI or the Bank may prescribe duly complying with
customer due-diligence (including Know-Your-Customer requirements).
24. The raw images of fingerprints will conform to ISO/IEC 19794 and standards
prescribed by Reserve Bank of India vide their “Report of the Working Group on
Standards for Raw Images of Fingerprints”. These raw images shall not be stored
anywhere in the environment external to the Bank’s DC / DRS.
25. Having captured the enrollment data, the SP shall securely transmit the
information required for account opening.
26. Bidder will conform to security best practices and any other guidelines stipulated
by the Bank while capturing, storing, processing and transmitting, reporting
enrollment data and related information.
27. The physical KYC documents, Photo and Account opening application forms of
enrolled customers will be delivered at the designated location of the Bank Branch
within five working Days.
28. The bank would further have the option of relocating or discontinuing the BCA in
areas where a bank opens a branch during the period of the contract or at the
discretion of Bank for any other reasons.
29. In areas where relocation of BCO is suggested due to opening of bank branch,
the Bank Mitra may be allowed to continue at the discretion of the bank.

30. It is essential that BCO has the required resources to provide the service mentioned
in this RFP. New services may be added from time to time as per the instructions of
the Bank.
31. This RFP covers the total number of locations mentioned in Annexure-XI Bank
reserves the right to add up additional locations where –BCOs are to be set up on
the same commercials.
32. Bank may, as part of their urban Financial Inclusion plans, identify urban locations
at its discretion
33. FI Gateway application should also have Social security Scheme (PMJJBY, PMSBY,
APY) under PMJDY, Overdraft facility under PMJDY scheme, Online Aadhaar
seeding into Bank CBS / FI Gateway with a facility of interoperability through
NPCI/other agencies, Mobile number updation in Aadhaar database (UIDAI),
Mobile number updation in Bank accounts through micro ATM, AADHAAR
mapping/updation at NPCI through Host to Host method, IRIS based EKYC
account opening and Bulk Demographic verification of customers through
NPCI/UIDAI. Further, any new application that is deployed in common microATM
application has to be supported by FI Gateway application.
34. FI Solution should have facility and support scalability to incorporate new products,
features and services as directed by DFS/NABARD/IBA/RBI/MoF/NPCI & UIDAI
through Micro ATM and Mobile platform.
35. Bidder to maintain the complete End-to-end FI application system for a period of
five years after go live and depute required number of on-site resources for
support. The bidder should ensure high availability/uptime commitment. The on-
site resource for Facility Management Services will be reviewed periodically and
the Bank will decide on increasing or decreasing the number of resources.
36. Bank Mitra /Business Correspondent Agent (BCA) activities:

FI common application for micro ATM should have following features:
a. Aadhaar based login by Bank Mitra for all Banking Services.
b. Solution should have following Security features:
(I) Machine id / Mac id validation.
(II) BM login can happen with user id, password and fingerprint
authentication or user id and Aadhaar based authentication. This
should be configurable by the administrator.
(III) Retry of fingerprint authentication for Bank Mitra and customer should
be configurable (currently the count is 3 attempts).
c. Fingerprint (CBAS as well as UIDAI), IRIS (UIDAI), RuPay/VISA Debit RuPay/VISA
Debit/VISA Debit card PIN based authentication of customers. Enrollment of
customers, including demographic data, photo, and collection of biometric
and other KYC documents of customers. Enrollment by e-KYC mode through
Micro ATM for customers having Aadhaar number.
d. Geo-tagging of micro ATM locations as required by Ministry of Finance (MoF).

e. Application should have capability to run with SIM card, Wi-Fi, VSAT and LAN
connectivity.
f. Customer enrollment - fingerprint based as well as eKYC (Finger Print and IRIS)
based:
(I) Savings account
(II) Micro Insurance / Third Party Product Distribution (TPPD)
(III) Recurring Deposit(RD) / Term Deposit)
(IV) Joint Liability Group (JLG)
(V) Self Help Group (SHG)
g. Other applications to be deployed through micro ATM are:
(I) Social security Scheme (PMJJBY, PMSBY, APY) under PMJDY
(II) Overdraft facility under PMJDY scheme
(III) Online Aadhaar seeding into Bank CBS / FI Gateway with a
facility of interoperability through NPCI/other agencies
(IV) Mobile number updation in Aadhaar database (UIDAI)
(V) Mobile number updation in Bank accounts through micro ATM.
(VI) AADHAAR mapping/updation at NPCI through Host to Host
method.
(VII) IRIS based EKYC account opening.
(VIII) Online Dashboard for total solution monitoring.
h. Transactions support:
(I) Support for current version of AEPS (ONUS & OFFUS) transactions
(UIDAI based authentication).
1. Deposit
2. Withdrawal
3. Funds transfer
4. Balance enquiry
5. Mini statement
6. Account enquiry
(II) Support for PIN based RuPay/VISA Debit RuPay/VISA Debit/VISA
Debit card ( Magstripe and EMV/ Chip Based) transaction:
1. Withdrawal
2. Balance enquiry
3. Deposit
(III) IMPS transactions / BHIM Aadhar / BHIM UPI
1. Funds transfer
(IV) Support for normal CBAS transactions (Single / multiple
Customer finger print based authentication)
1. Deposit
2. Withdrawal
3. Funds transfer
4. Balance enquiry
5. Consolidated Account Summary of all account
6. Mini Statement
7. RD repayment
8. Loan repayment (JLG/SHG)
9. Remittance
10. Account enquiry

(V) Small ticket loan re-payment / EMI / premium collection

i. Reversal transaction solution should be handled in online mode for all types
of transactions as per NPCI and Bank switch / CBS specifications.
j. FI Solution should have a voice prompt (vernacular languages) for
Transaction authentication and success/failure receipts.
k. FI Solution should support interoperable transactions (AEPS transactions, PIN
based RuPay/VISA Debit RuPay/VISA Debit/VISA Debit card transactions,
IMPS transactions) through NPCI.
l. FI solution should comply with NPCI/UIDAI specification for PIN, fingerprint &
IRIS authentication.
m. Provide interoperable transaction facility like
1. Deposit of money in to bank accounts including loan accounts and
deposit accounts.
2. Withdrawal of money from an account with the bank including all
EBT/DBT payments/G2P payments
3. Remittances from an account with a bank to an account with the same
or any other bank
4. Balance Enquiry and issue Receipts/ Statement of Accounts.
5. Disbursal of credit facilities to borrowers involving small amounts strictly
as per the instructions of the Bank.
6. Interoperable Aadhaar Enabled payments through Micro ATM, both on-
us and off-us.
7. Interoperable RuPay/VISA Debit/Credit card on-us and off-us.
n. Other activities:
 Identification of borrowers as per bank’s requirements.
 Collection, Preliminary scrutiny of data and submission of applications
to the Bank for its review Creating awareness about savings and
other products offered by the Bank, education or advice on
managing money & debt counseling.
 Promotion, nurturing, monitoring and handholding of Self Help Groups
and/or Joint Liability Groups and/or Micro Credit Groups and others.
 Facilitating the repayment of dues owed to the Bank by its
customers/guarantors.
 Sale of third party financial products like Insurance, Pension products,
Mutual funds etc.
 Aadhaar and mobile seeding of Bank accounts through Micro ATMs.
 Mobile number updation in Aadhaar database of UIDAI through Micro
ATMs.
 Facilitating RuPay/VISA Debit RuPay/VISA Debit/VISA Debit cards
delivery to customers and encouraging RuPay/VISA Debit
RuPay/VISA Debit/VISA Debit card transactions by customers.
o. The above services are in respect of the following to be offered at the BCO
as a part of BCA activity:
 Savings Bank accounts
 Recurring Deposit Accounts
 Remittances
 Fixed Deposit

 Overdraft/Retail loan
 KCC
 Third party financial products like Micro insurance, Pensions etc.
 EBT and DBT transactions
p. To source some the following products for the branch, as permitted by RBI
guidelines from time to time as part of Business Facilitator functions.
 Loans against TDR/NSC/ KVP etc.
 General purpose Credit card (GCC)
 Kisan Credit Card (KCC)
 Current Account
 Savings Bank account
 Term Deposits
 Recurring Deposits
 Mutual funds on a referral basis
 Insurance (Life and Non-Life), Pension and any other third party
financial product
q. Subject to meeting the eligibility criteria mandated by RBI, /BCA may be

engaged as Recovery Agent
r. Customer authentication through RUPAY/VISA PIN / Aadhaar / Banks
proprietary biometrics as decided by Bank from time to time.
37. Cash Management:
s. The Service provider will be solely responsible for the cash management at all
BC points irrespective of volume and value of transactions.
t. The Service provider has to make his own arrangements for the Cash
requirements and Bank will not fund towards cash requirements for the field
operations. However, Bank may consider providing Overdraft limits to facilitate
cash funding at mutually agreed terms.
u. The Service provider has to make arrangements for normal cash requirement as
per the demand from each BCO location, apart from meeting the
seasonal/monthly/weekly requirements relating to EBT / Salary disbursement
and DBT on PAN India basis.
v. Bank (individual RRBs) at its discretion may provide Overdraft in the individual
BC settlement account up to Rs.10, 000 beyond that Cash funding will be at
mutually agreed terms against 100% Term Deposit at existing MCLR rate upon
business requirements.
w. Bidder to bear the cost of Insurance for cash in Transit and cash holding at BC
point.
38. Fidelity Insurance:

Fidelity Insurance Policy covers losses caused by dishonest deeds of the BCAs. The
insurance policy should have Bank clause. CBC/end-to-end solution provider has to
obtain the fidelity insurance cover on their agents and the original has to be submitted
to the Bank.

ANNEXURE-II (FUNCTIONAL REQUIREMENTS)
1. ENROLLMENT OF CUSTOMERS
1.1. eKYC based enrollment at Branch/ microATM/Mobile

A. Web based solution / API at customer service points (Branch as well as BC
Channel) to capture AADHAAR / VID number and biometric impression
(fingerprint/IRIS) of customer.
B. Banks’ staff / Bank Mitras/customer (self registration) will capture customer/
own biometric impression (fingerprint/IRIS) & AADHAAR / VID number and
submit the information to FI Gateway for onward submission to UIDAI via NPCI
for verification. In case of eKYC through Aadhaar OTP option there will be
provision to input/auto-detect the OTP by the staff/Bank Mitra/customer as
the case may be.
C. Upon successful verification of biometric data at UIDAI, the demographic
data (name, address, photograph etc.) of customer is displayed at the
frontend application and if accepted by the Bank staff/Bank Mitra/Customer
stored at banks’ database.
D. If the verification of customer information is failed at UIDAI a failure message
is displayed.
E. In case of branch option, Demographic information and photograph is
pushed to Intermediate server (from FI server) for populating in CBS.
F. The demographic data is populated into Bank’s CBS in non-editable mode
and processed for account opening. Branch Officials will capture the
remaining mandatory information in CBS before opening of account.
G. In case of Bank Mitra Channel, Bank Mitra will capture the remaining CBS
mandatory information and submit to FI system. After merging, demographic
details including photograph and CBS mandatory information, the records
are pushed to Bank’s intermediate server (from FI server) for populating in
CBS.
H. In case of customer self-registration, customer will fill remaining required fields
in the application (some will be mandatory), capture image other related
documents and upload it to the FI system along with the submission of all
other data for the account opening.
I. Accounts will be opened in CBS. The response details (Unique Reference
Number (URN), Account number, customer ID, account opening date,
process status etc.) are pushed to the intermediate server.
J. FI server will pull the response details from intermediate server and will be
made available to the respective TSPs/BCs/customer through FI server portal
and / or microATM/Mobile application should have option to check URN
status from FI server.
K. BCs/Branch share the account opened information to customers.
L. The Branch/Bank’s administrative offices/BC/Bank Mitra are being intimated
through an automated system generated e-mail for status of enrollment
details and action to be taken in FI system.

1.2. Fingerprint based enrolment at Bank Mitra: (For persons not having Aadhaar &
Migration of existing customers)
A. The BCs visits the villages with their microATM or laptops to capture the
required details (demographic details, photographs, finger prints) of
customers for account opening.
B. The finger print data of customers enrolled through this model will be stored
in CBAS for future authentication.
C. The BCs submits the hard copy application forms along with KYC documents
to base branches.
D. The BCs submits the soft copies of data (demographic details, photographs,
finger prints) to bank which is being made available to branch though FI
System portal / Gateway for verifying soft data with physical documents ( KYC
verification).
E. The Branch/Bank’s administrative offices/BC/Bank Mitra are being intimated
through an automated system generated e-mail for status of enrollment
details and action to be taken in FI system.
F. After verification of Account Opening Forms (AOF) by Branch, Demographic
information and photograph is pushed to Intermediate server (from FI server)
for populating in CBS.
G. Account will be opened in CBS. The response details (Unique Reference
Number (URN), Account number, customer ID, account opening date,
process status etc.,) are pushed to intermediate server.
H. FI server will pull the response details from intermediate server and made
available to the respective TSPs/BCs through FI server portal and / or
microATM application should have option to check URN status from FI server.
I. BCs share the account opened information to customers.
1.3. Transactions workflow at BC points / Branches:

A. Transaction will be initiated by BC Agent through finger print authentication /
PIN validation of the customer / RuPay Card.
B. Fingerprint validation at UIDAI for Aadhar based customer, at CBAS for non
Aadhaar based customers and at ATM Switch for PIN based Rupay
Transactions.
C. After fingerprint verification, transaction routed to CBS through FI gateway.
However, in case of AEPS OFF-US / RuPay OFF-US transactions, it is routed to
issuer Bank through NPCI via FI Gateway / ATM switch. Guidelines of NPCI
have to be adhered to for transactions workflow.
D. Transaction executed at CBS and Transaction limit is system controlled at FI
Gateway / Financial Switch.
E. AEPS transactions may be initiated from branches in similar manner.
F. Dual Authentication Solution to be made available to the Bank.
NOTE: For transactions, end to end FI system will be integrated with Bank’s CBS,
ATM Switch, IMPS switch and NPCI. For enrolment, account opening and other
supporting services (Demographic verification, Aadhaar seeding, Mobile seeding,
Social Security Schemes, OD for PMJD accounts etc.,) FI system will push & pull the
data to/from intermediate server of Bank in online mode and with DMS (Document

Management System) for storage of documents. For reports and other related
activities, FI system has to be integrated with EDW, call centre, MIS server, CRM
etc.
2. CUSTOMER ACCOUNT OPENING AND ACTIVATION
2.1 GENERAL
a. Every customer Account shall be opened in the banking system after all the
mandatory information about the applicant/customer has been captured.
b. System should be capable of handling all registrations and deregistration
(subsequent to initial enrolment,) for additional schemes/products and services at
the BCO, backend or at branch level as decided by the bank for each of the
schemes/products and services.
c. However the account/scheme/product/service will be activated only after
fulfilling the stipulations given by the Bank.
d. The scheme/product or service may require authorization by Bank’s official before
it becomes operational.
e. The front-end and intermediary systems together with the personnel handling the
process should be capable of enforcing all the controls required by the Bank.
f. Suitable interface should be provided in the software solution that allows bank’s
officials to view and authorize the opening of the account/registration for the
scheme/product/service.
g. System should support Laptop/Tab/Mobile based Online realtime account
opening process through BC Agents/ /Bank's Marketing Team/Self registration and
servicing by customer based on e-KYC (biometric/IRIS authentication/OTP/PAN
verification) processes.
h. It should be able to fetch customer data from UIDAI/CKYCR database through e-
KYC (Biometric, OTP & IRIS)/CKYCR for account opening/Custumer ID creation.
i. It should be capable of capturing images all the KYC documents required under
KYC/CKYC guidelines in digital form and store them for anytime access by the
frontend/database user through an appropriate document management system.
j. It should be able to capture all the demographic, biometric (finger/IRIS) and other
details of the customers as required by the Bank for opening an account and
completing CKYC.
k. It should be able to store and send account opening data and images of
documents to CKYCR or any other regulatory authority and communicate with it
for getting the incoming details.
l. The system should be able to give a printed reciept as a confirmation of account
opening with basic details like name, account No., branch, Date, etc.BC agent
should be able to receive and manage requests for account opening by
customers at their chosen location.
m. All the accounts opened by BC Agent/Marketing Team/Customer should have
specific flagging in Finacle for identification of sourcing agent.
n. Agent would be required to maintain proper records of account opened and
deposit all the forms & documents collected to the Link/Base branch within a time
specified by the Bank. The request for Aadhaar Seeding, Debit Cards and other E-
channels will also be processed by the Agent through the system.

o. System should be able to configure new deposit products as per the reqirement
of the Bank.
2.1 CUSTOMER OPERATIONS

a. Customers will carry out all types of banking transactions through the BCA in the
BCO. Customer Authentication is through Biometrics (Proprietary biometrics,
Aadhaar biometrics-Finger print, IRIS and Aadhaar OTP) PIN (RuPay card PIN) or
any other future mode of authentication approved by the regulator.
b. Mode of transactions is online.
c. The solution shall have parameterized control to set online at each card-level
/account-level/ transaction-type level/ transaction value-level or a combination
thereof.
d. A customer may have multiple accounts/services
e. Bank would determine from time to time the schemes or banking services that may
be extended to customers.
f. The services availed by the customers may vary.
g. Although initially, savings bank accounts, RD, JLG, small business loan are being
offered, Bank may extend other services also to the customers.
h. Bidder would obtain application/enrollment forms for other permitted schemes
like loans, insurance, pension etc as and when they are offered by the
Bank/subscribed by the customers.
i. Biometrics of non-Aadhaar customers are only to be captured and such
biometrics will be stored at the Bank’s Central Authentication Server. The related
procedure would be finalized by the Bank in consultation with the SP/Bidder.
j. Procedure for reimbursement to Bidder towards Enrollment, will be as follows:
a. Reimbursement for these costs would be claimed from the Bank as per the
contracted price on a monthly basis.
b. Bank will entertain claims for reimbursement from the Bidder only after
Account opening and activation of account by Branch. Bank would pay at
contracted Consolidated Unit Price for each account activation and the first
transaction through Micro ATM of Bank Mitra put through.
c. This Consolidated payment shall cover all the activities undertaken by the
Bidder, their representatives/personnel under various stages commencing
from obtaining the list of customers, identifying customers, enrollment, and
transport of the physical and electronic records, updation of information of
account opening in TSP data base.
d. Payments will be made on a monthly basis for all the accounts opened and
activated in the previous month on submission of all proof/reports as required
by the bank.
e. Reimbursements to the Bidder towards subsequent registrations shall be
claimed from the bank on monthly basis subject to the reconciliation of the
bank.
f. Entire infrastructure required for these activities will be owned, maintained,
managed and operated by the Bidder.
2.2 CUSTOMER ACCOUNT OPERATIONS

a. Customers who wish to receive or remit funds shall approach the authorized
representative of the SP i.e. the BCA. Customer will submit the Bank passbook

/Aadhaar card / RuPay card or orally can tell account number or Aadhaar
number.
b. The BCA will verify the identity of cardholder using the name & photograph on
Aadhaar card/ Bank Pass book and name on RuPay Card.
c. BCA may verify additional details of the customer if stipulated by the Bank.
d. Customer is permitted to transact in online mode only through the Handheld
device / Micro ATM
e. Customer is authenticated by verifying the fresh fingerprint/ IRIS sample (obtained
through scanner at that time of every transaction) with the master
templates/fingerprint/ IRIS data stored at remote location (Bank Central
Authentication Server or UIDAI, etc). Customer can also be authenticated through
PIN for RuPay card transactions.
f. Where ever the customer is having Aadhaar number, the live biometrics (Finger
prints or IRIS) are to be captured through scanners and verified through the UIDAI.
g. The requested transaction is put through only if the conditions stipulated by the
bank are met.
h. The successful cash transaction is concluded by payment of cash or receipt of
cash by the Bank Mitra / BCA depending on whether the transaction is a Cash
withdrawal or Cash deposit.
i. Each customer will be permitted only certain number of transactions and within a
maximum limit prescribed by the Bank for each category for a given period.
j. These stipulations will be parameterized at front end system level and transactions
shall be rejected beyond the set limit.
k. The above details will be furnished to the Successful Bidder by the Bank.
l. BCA through the system should b able to facilitate deposit & withdrawal of
currency (digital & physical) in Bank accounts (SB, CD, RD, TD, Loan accounts,
NPA Accounts, Wallet, etc.)
m. System should have parameterized control to set limits at Account level/Card
level/transaction type level (AePS/Biometric/Card/other modes)/transaction
value/Customer level or combination of levels. The administrative control of which
should be with Bank.
n. Receipts will be printed for each transaction including failed transaction with
failed reason code and code description. One will be handed over to the
customer and the other would be held with the Bank Mitra / BCA for records. The
second receipt is optional.
o. Each transaction will have a unique reference number for the Bank and the same
would be printed along with bank terminal ID and location name on every receipt.
p. All transactions are to be logged and the logs are to be preserved securely for
future reference for time-periods stipulated by the Bank.
q. It should be possible to build audit trails of the transaction using the unique
transaction number from the audit logs.
r. The account holder may request for statement of account and the BCA at the
village will provide a printout of last 10transactions including the outstanding
balance in the desired account(s) initiating the customer transaction through
Micro ATM.
s. The receipts and statements should be in English/vernacular language as may be
stipulated by the Bank.

t. The credentials and digital images of fingerprints, etc should be tallied with that
of the original records stored in the system ensuring that there is no impersonation.
u. The system should permit recording of nominations, noting of death etc.
2.3 OPERATIONS AT BC OUTLET (BCO)

a. SP will be responsible for physical custody and upkeep of the systems/devices
provided for front-end operations.
b. SP would also be responsible for cash and accounting of transactions;
maintenance of record of enrollments/ accounts opened / rejected receipts of
transactions, details of exceptional transactions, etc.
c. Authorized agents of the SP (Bank Mitra / BCA) who are permitted to operate the
Front end systems shall be enabled with Aadhaar through which their identity is
established and login is allowed to operate front end systems.
d. Cash replenishment and cash usage, transactions, etc should be recorded in the
front-end terminal through which the transactions are being effected.
e. SP should be able to know the cash balances so as to balance the physical cash
available at any point at BCO during the day. The Bidder should also be able to
take a printout of the Opening Balance of Cash, Closing Balance of Cash and the
list of all transactions in between.
f. The printout shall also contain commission payable to the Bidder.
g. The printouts shall be obtained in duplicate every day.
h. One copy will be retained by the Bidder for records.
i. The second copy shall be handed over to the Bank while submitting the claim.
3 Key Management:
a. Key Management System – Key management system should be deployed

centrally for the Bank and it should permit security framework of interoperability
between bank terminals although the terminals are supplied by different Bidders.
The process of generation, derivation, maintenance and revocation of keys needs
to be provided.
b. The front end equipment cards should be capable of supporting EMV
standard/specifications. The bidder shall comply with any Key Management
standards that are to be implemented by Bank, without any additional cost to the
Bank.
3.2 Customer DATA
Photographs, Documents of proof of identity / residential address, entitlement to receive

remittances under various schemes, application form, and raw finger print images (for
non-Aadhaar customers) etc that are scanned at the time of enrollment or thereafter
have to be securely stored. The physical copies of documents etc that have been
collected from the customers should be securely stored. All this data in physical and
electronic form are property of the bank and should not be used by the Bidder without
bank’s express authorization.
3.3 Facilitation of issue of Passbook and RuPay Card to the customer:

Bank Mitra /BCA appointed by TSP shall facilitate issuance of Passbook /RuPay card to
the customer by maintaining close coordination with Branch/Bank. Also, Bank Mitra/ BCA
shall be able to print passbook at their location issued by branches through the FI front
end application.
3.4 Login and operation of Micro ATM by BCA
a. Agents/Bidder’s representatives extending the services to bank’s customers are

required to authenticate themselves to the front-end systems through Aadhaar
biometrics.
b. The access to front-end system would be restricted to only select authorized
agents. The front-end system should validate the agent’s credentials before
allowing any access to the contents of the front-end system. All such access would
be based on Aadhaar authorization.
c. In case of prolonged absence or indisposition of the appointed Bidder’s
representative or unanticipated absence of BC for period in excess of six days,
Bank will insist replacement/appointment of a substitute.
4 REMITTANCE SERVICES
4.1 Bank would extend electronic cash/fund remittance facilities to customers under
this project. Bidder’s solution should have the capability to effect fund-transfer
from one account to another account within the Bank and inter-bank. The solution
should be able to send and receive funds electronically. These could be using
inter-account transfer within the Bank or using AEPS across the banks.
4.2 Necessary interfaces have to be created with FI Gateway.
4.3 Customer should be able to remit funds using the front-end system with the
BCA/self.
4.4 System should facilitate Remittance from an account with a Bank to an account
with same or any other Bank.
4.5 System should support the following features as:
a. Cash Remittance by registering the remitter (customer/non-customer) to
any Bank Account/Wallet or customer without account (OTP based
identification).
b. Interoperable AePS, IMPS, UPI through MicroATM, both on-us and off-us
transactions.
c. Interoperable Rupay/VISA/Matero Debit/Credit Card on-us and off-us
transaction.
d. NEFT/RTGS or any other new remittance facility evolved in future.
e. Any required certification for starting the services has to be obtained by the
vendor from the certifying agency.
f. Request Pick up & Drop location by customer which will be attended by the
BC Agent.
g. Printing of Two receipts (English/Vernacular) for each transaction (Failed &
Successful both) with relevant details.
4.6 System should be able to capture the following:

a. Total Amount

b. Point of Collection/Payment/Terminal ID
c. Denomination based capture
d. Customer details
e. User defined Narration
f. Different identifier for different type of transactions in the Narration Field
g. Any charges collected from the customer will be appropriated to concerned
parties in real time basis.
4.7 System should support all types of interoperable transactions with/without

Aadhaar seeking authentication from NPCI/UIDAI or from remote Central
biometric authentication server of the Bank.
5 OTHER PRODUCTS AND SERVICES
5.1 Bank would share operational guidelines for other products and services that
would be extended through this channel. The same will be shared with the
Successful bidder.
6 STANDARD OPERATING PROCEDURE (SOP) FOR BC
6.1 The Standard operating procedure for the Business correspondents/BC agents are
mentioned under Annexure-X.
6.2 BCOs which are identified as Ultra small Branches, In addition to the BC activities
mentioned in the RFP, Ultra Small branch shall function as per working hours of the
base branch. The weekly / public holidays of Ultra Small branch shall be as
applicable to the base branch. However the BCAs can perform transactions in the
Hand Held Machines (HHM)/ Micro ATM on 24x7 basis or as decided by the Bank
from time to time.
7 MANAGEMENT INFORMATION SYSTEM
7.1 Bidder shall put in place a robust MIS system / Dash board in order to monitor all
the activities under BC model connected with the Bank Financial Inclusion Plan.
7.2 Bidder shall assist the bank in defining exceptional transactions and monitor all
such exceptional transactions from a central location in the Bank.
7.3 It should also be possible to centrally monitor and obtain reports on cash
movement, cash balances, cash payments, etc at each of the front-end
functionaries. Bank should also be able to obtain various reports on customer wise,
village/sub district/district/state/circle wise, Scheme-wise, period wise etc as and
when required.
7.4 Bidder shall provide data of Geographical Information System (GIS) of Bank Mitra,
location photograph, etc for publishing in Banks website/ GOI website.
7.5 Bank to have access to the MIS System that is implemented.

8 TRANSACTION/CASH RECONCILLIATION & FRAUD MANAGEMENT
8.1 Bank will evaluate the Bidder on an ongoing basis and may take a suitable
decision for continuation/ termination / expansion of contracted services based
on the performance.
8.2 The project shall conform to Bank’s policies and would be subject to Internal and
External audits. The Bidder is required to extend all necessary co-operations to
facilitate audit process.
8.3 Bidder shall have adequate audit controls and track normal and exceptional
transactions.
8.4 Bank will utilize the services of internal or external auditors for ensuring proper
operations by Bidders.
8.5 Bank may also arrange for a random verification of enrollment/ payments, etc for
better control.
8.6 The bidder shall attend to the rectification of audit observations within timeframe
stipulated by Bank from time to time.
8.7 System should be able show live position of cash balances available with BC
agent.
8.8 BC should be able to request drop & pick up of cash through his system, a frontend
of the same should be available with cash replenishing agencies/agents.
8.9 If cash replenishing agencies/agents are not appointed BC agents have to

arrange for their own cash or collect from the nearest link Bank branch.
8.10 The float for cash operations at BC location may or may not be provided by the
Bank. In case bank decides not to provide the float, The selected TSP/BC agents
have to arrange the required float by themselves.
8.11 System should support an automated five-way reconciliation system established

by the Bank by involving transactions carried out through various modes on micro-
ATMs/m-POS device. Apart from cash reconciliation, system should be able to
reconcile transaction data recorded at FI Gateway, Switch, NPCI (AePS/Aadhaar
Pay/Bharat QR/IMPS, etc), RTGS/NEFT PIs and CBS. System should also fetch the
journal/transaction records/logs/receipts of the micro ATM/POS device and use
the same for reconciliation.
8.12 System should also have a fraud management module for all the Financial
transaction where FI system is involved.

8.13 System/Recon team should have analytical ability and tools to identify and flag
exceptions and patterns of irregular transactions done by Bank Mitra.
8.14 System should support the reconciliation system used by Bank for reconciling all
the transactions originating from FI system viz. Debit/Credit Cards, AePS, IMPS,
Aadhaar Pay, Bharat QR, BBPS, NEFT, etc with different systems involved in the
transaction like CBS, Switch, NPCI, NFS, etc.
9 Micro Finance/ Loan Module:

9.1 System should have a dedicated Microfinance Module which will facilitate loan
products like:
a. Group Lending (JLG, SHG etc)
b. Consumable Loans (Individual Term loans for consumption purpose, RTO
loans, etc.
c. Schematic loans (Affordable Urban/Rural Housing loans, general Housing
Loans, vehicle loans, etc.
d. Agriculture loans (KCC, Farm loans etc.
e. Small Business loans including Term loans/Overdraft/Cash Credit (Working
capital) loans, etc
f. Value chain and financial supply chain management (Agri/Micro/Small
industries, etc) linked loans along with the capability to use blockchain
technology for the purpose in future.
9.2 System should be able to configure new loan products as per the requirement of
the Bank.
9.3 The module will have a frontend entry system for BC/Marketing Team/Customer
for automatic score based primary appraisal check.
9.4 BC Agent/Marketing Team will also do a primary due diligence as per banks laid
down guidelines details of which will be captured in the system.
9.5 The system should be able to interface with various Bureau links for fetching credit
history of borrowers (MFI/Consumer/Commercial) and share the same online (both
soft/hard copy-pdf/html/xml/txt/xls, etc formats) with various users including 3rd
party Credit Processing/sanctioning systems used by Bank. Bank at present is using
Bureau link Connector services from CRIF Highmark, but system should be able to
interface with other bureaus as well.
9.6 System should support processing and recommendation through a Bank

parameterized Decision Making Engine to the next evaluating authority which can
be Area Manager of BC Agent or A Bank official/team and then to the final
sanctioning authority.
9.7 System will facilitate opening of sanctioned loans in real-time/off-line (batch

mode) basis.’

9.8 System will also generate all the completed documents which is required to be
executed to avail the loan including the sanction letter & Amortization Schedule.
9.9 System will also facilitate timely repayment of loans through Micro-ATM of BC
agent with alert mechanism to the parties involved.
9.10 System will also provide a robust MIS system on real-time basis for multiple users at
different level in Dashboard form.
9.11 System will also provide a Document Management System for storage of digital
copies of documents related to loans and made available on the system for
anytime use of Bank officials and its agents.
9.12 System should be capable of handling the government subsidies/cash

backs/benefits in case of various loan schemes from time to time.
9.13 JLG & SHG Loans:

a. BC agent will source and nurture the JLG & SHG groups. He will open
savings accounts of the Group and Individual members through his
Micro-ATM using the JLG/SHG product in Microfinance Module.
b. System should be able do a score based primary appraisal check on the
intended borrower based on Bureau Check (CIBIL, Highmark, Equifax,
Experian) and other basic details like Residential status, Economic
activity, Income & Savings, Place of Business etc. (*For Bureau check the
system should be integrated with Banks CRIF Bureau link Connector for
automatic report generation.
c. It should support Group formation of selected customers after primary
appraisal by capturing all their demographic data, Biometric data or by
fetching it from existing/Previous accounts, e-KYC, C-KYC etc.
simultaneously updating Bank’s/CKYCR records in case of new
customers. It should also capture NRLM/Bank Mitra and other related
details like status of Revolving Fund etc in case of SHG.
d. System should have a decision making engine based on different
parameters like Credit history/score, Economic activity, Income &
savings etc which can be modified in future as per Bank's policies. It
should also suggest the loan amount to be sanctioned.
e. System should support opening of individual loan accounts of group
members in case of JLG and Group account in case of SHG. In case of
SHG the credit & Savings plan/transactions of individual members to be
captured in the system through the system by the BC Agent or Bank
Mitra.
f. Apart from capturing the basic details of the Group and Individual
members system should also capture the initial appraisal, Appraisal &
inspection Report by Area Manager of BC Agent, main appraisal and
decision of Decision making Engine, Credit Information Report from
Bureau's in PDF format to be made available to sanctioning authority of
the Bank through the system.

g. It should facilitate the loan application from BC Agent to Area Manager

of BC to Branch Manager/Sanctioning Authority of the Bank.
9.14 System should support:

a. Collection of weekly/Fortnightly/Monthly/Quarterly repayments through
the BC Agent.
b. Daily Due/collection notice at BC Agent and AM level and its collection
status at the EOD at the Micro-ATM/HHD & MIS to Bank Team, through
downloads/e-mails/SMS, etc. It should also be capable of sending due
notices to the borrowers in writing, e-mail, SMS (vernacular based on
location requirements.
c. Maintenance of Group Meeting schedule & its resolution noting apart
from providing details to risk management system.
d. Generation of all the completed documents required to be signed by
the Group/Individuals for availing the loan.
e. MIS system for monitoring the progress of the scheme like report on
groups formed, loans applied, Processing status at different levels,
sanction and its disbursement. Monitoring of the collections/repayments
through reports on daily collection schedule for BCs and its status at EOD,
follow up reports on overdue loans etc and any other report required by
the bank.
f. The MIS system should be on real time basis and support multiple users at
different level in Dashboard form.
g. System should be able to manage receipt, utilization, adjustment of
government subsidies, if any, for the loans extended.
9.15 KCC & Agriculture Loans:

a. BC Agent will source new KCC proposals from the farmers within his
service area based on the parameters set by the Bank.
b. BC Agent will also facilitate renewal of existing KCC as per banks laid
down guidelines.
c. Sanction/renewal of KCC should be facilitated by BC Agent through his
Micro-ATM device using the KCC product in Microfinance module.
d. System should have an appraisal cum decision making engine which
can be parameterized as per the guidelines of the Bank.
e. System should be able to interface with Bureau Link or any other software
for auto generation of CIR report which will be part of Decision Making
Engine.
f. System should also be able to store data(to be provided by bank) and
fetch or fetch from outside verified sources, details of prices of crops,
verification of land records if available and other related data for
decision making.
g. System will facilitate opening of sanctioned loans in real-time basis.
h. System will also generate all the documents which required to be
executed to avail the loan including the sanction letter & Amortization
Schedule.
i. System will also facilitate timely repayment of loans through Micro-ATM
of BC agent with alert mechanism to the parties involved.

j. System will also process the loan accounts for Interest Subvention
Scheme. Once upfront estimated amount to be communicated to the
customer and once actual.
k. System should be able to manage receipt, utilization, adjustment of
9.16 Affordable Urban/Rural Housing Loan/General Housing Loans:

a. BC Agent will source the borrowers for Housing Loan within their service
area.
b. System should support score based primary appraisal check (same like
mentioned in above loan products) by the BC Agent for selection and
eligibility of the borrower.
c. System should have 3 to 4 tier system of approval starting from BC Agent,
Area Manager, Branch Manager and Retail Hub, if available.
d. System should be able to store details of valuers & lawyers and be able
to allot the loan proposals for their opinions & reports.
e. System should have an appraisal cum decision making engine which
can be parameterized as per the guidelines of the Bank.
f. System should facilitate opening of loan accounts sanctioned by the
sanctioning authority & generate all the documents required to be
executed for availing the loan.
g. System will also facilitate timely repayment of loans through Micro-ATM
of BC agent with alert mechanism to the parties involved.
h. System should be able to store details of Bank approved project, special
tie-up with different organization.
i. System should be able to configure different products within the Housing
Loan product offering different rates, periods, concessions etc.
j. System should also provide facility of uploading Images taken during Pre
& Post sanction inspections for perusal of the Bank officials.
k. System should be able to manage receipt, utilization, adjustment of
10 Insurance Module:
10.1 BC Agent should be able to, cross sell, Life & Non life insurance and Pension
products like government backed PMJJBY, PMSBY, APY and Health Insurance,
other life and non-life insurance products, agriculture insurance, etc from 3rd
party agencies/institutions to his existing & new customers with specified targets.
Solution should be able to provide suitable product modules in the frontend
system for providing these services through the BCs.
10.2 System should be able to interface (STP) with the Insurance (Life/Non-
life/Health), Pension (PFRDA/Bank's in-house systems), MF Companies, , etc and
provide appropriate frontend available to the BC agent for enrolling the
customers under the different schemes/products/services, fetching applicable
premium rates/charges/etc from these 3rd party systems, performing
appropriate debit/credit transactions and funds transfer transactions for
supporting these 3rd party systems and provide after sales services.

10.3 System should also generate regular data for renewal of existing polices with
alert mechanism for all the parties involved.
10.4 System should be able to provide necessary MIS as required by the Bank and
the 3rd party systems in soft/hard copies as downloads/e-mails/SMS
(xml/xls/html/pdf/doc, etc formats).
10.5 System should also provide a front-end for the BCs/Branches for raising various
insurance claims/surrender of MF/ /LIP, etc for the customer through online
interface with the 3rd party systems.
11 Loan Collection and Recovery Module:
11.1 System should have capability to set alerts to BC Agent for loan collections due
for the day.
11.2 System should also generate status of collections made and overdue accounts
at the EOD for further recovery and follow up.
11.3 System should support allotment of NPA/Written-off accounts to BC agents
for recovery through the system.
11.4 System should be able to capture:
a. Loan Account, Name, NPA Code, Recoveries Made, Critical amount.
b. MRA, Expected Recovery amount (will be more than MRA), commission
on different slabs of recovered amount, etc based on the logics provided
by the Bank.
c. System should also be able to pass requisite entries in transactions for
adjusting the recovered amount under the right GL heads.
d. System should be able to calculate the commission payable to the TSP/BC
based on the rates decided by Bank from time-to-time.
12 Utility Payment Services Module / BHIM Aadhaar / BBPS:

12.1 System should support payment of utility bills by the customers from micro-
ATMs of the BCs using NPCI backed Bharat Bill Payment System, other 3rd
party utility payments service providers/payment gateways, etc.
12.2 System should also support necessary integration with different intermediaries
like IRCTC, etc for facilitating IRCTC Railway ticketing/reservation, bus ticket
bookings, airlines ticket booking, etc by the BC/Banks Marketing team on
behalf of the customer or self use by the customer and carry out necessary
transactions. It should enable the Bank to act as a Corporate Agent to these
3rd party systems for providing services through microATMs.
12.3 System should be capable of issuing/printing required receipts/tickets, etc.,
to the customers in vernacular/approved languages.
13 Service Charge & Incentive Processing Module:

13.1 System should have ability to configure different types of fixed and variable
incentives for BC agents and Fl customers like:
a. Sales Incentives with appropriate taxation
b. Transaction Incentives/commission with appropriate taxation
c. Customer related incentives with appropriate taxation
d. Verification & Due Diligence Fees, etc, other service charges, etc

e. System should be capable of handling both cash and kind

incentives/reward Points for the BC Agents, Branches and customers.
System should have ability to define and maintain dynamic incentive
rules involving multiple parameters.
ANNEXURE-III BUSINESS FACILITATION COMMISSION (NON-TCO)
1. Recovery Facilitation:
Total commission to be governed by

Commission on recovery of NPA & Written-
Bank's recovery policy from time-to-time.
off Accounts upto Rs 10 Lakh (system
Individual RRBs to decide at the time of
based allotment and recovery)
agreement.
2. Commission on Insurance & Pension products
Commission on micro-Pension (including
APY)
Commission on micro-life insurance
(inluding PMJJBY)
Total commission to be decided by Bank
Commission on micro-nonlife insurance
(individual RRBs) from time-to-time based
(including PMSBY)
on the commission received from the
Bharat Bill Payment System (BBPS) respective 3rd party partner and regulatory
guidelines, if any, on the subject.
Commission on micro-health insurance
Commission on all other 3rd party products
(eg., MF, utility payments, IRCTC, etc)
FI advances / loans fall under micro or
small category, they are being governed
by various schemes of NABARD, Ministry
(MORD/MSME) under NRLM / NULM /
3. Commission on Loan Products
SHG / JLG / MUDRA etc., Bank follows
the guidelines issued by them with
regards to such products and services for
pricing and negotiating with the vendor.


ANNEXURE-IV (COMMERCIAL BID FORMAT)
[A] COMMERCIAL PROPOSAL: PAYABLE TO CBC & CSP for BC SERVICES:

SL PARTICULARS Rate (in Rs.)
Opening of Savings Bank Account
/ RD A/C Commission price (in Rs.) to be quoted by the
1
/ FD A/C bidder
(Account opening in eKyc Mode Only)
Commission price (in Rs.) to be quoted by the
2 Sourcing of Current Account
bidder
Commission percentage on the amount to be
Quoted by the Bidder
3.1 Cash Deposit
With a Cap of Maximum Rs. 10/- per transaction
3.2 Cash Withdrawal
Bank is ready to share the Interchange Charges
4.1 AePS (Acquirer) in percentage as received with the Bidder, please
quote the percentage on the Transaction Amount.
4.2 Card Off US (Acquirer)

Chargeable Services:
Remittance /
5
Fund Transfer /
IMPS With a Cap of Maximum Rs. 10/- per transaction
Commission percentage on the available deposit

Balance Maintenance
amount to be Quoted by the Bidder
6.1 [Fixed Payment]
With a Cap of Maximum Rs. 4000
For Every Incremental Deposit of Rs. 10 Lakh 0.50% of the Commission percentage Quoted by
6.2
over and above 6.1 the Bidder in 6.1.
7.1 Aadhaar Seeding
7.2 Mobile Seeding Commission price (in Rs.) to be quoted by the
8 RuPay Card Activation bidder
9 Mini Statement of Account
To be mutually decided between Bank and
10 Any other product / item
Bidder
[B] COMMERCIAL PROPOSAL: PAYABLE TO TSP: TECHNICAL SERVICES:

SL PARTICULARS Per Transaction Rate (in Rs.)
Inward/Outward, any channel, any type of transaction
For first 25,000 transactions in a month

For next 50,000 transactions in the month
1
For next 100000 transaction in the month Per Transaction Commission price (in Rs.) to be
For next 500000 transaction in the month quoted by the bidder
For next 1000000 transaction in the month
For transactions beyond the above in the month
Minimum transaction fees per month (Minimum

Commitment)
100 Days Customization [A] Customization Cost
Unit Unit Unit Unit Unit Total Cost

2 Y-1 Y-2 Y-3 Y-4 Y-5
Rate Rate Rate Rate Rate [Rs. Cr.]
[R1] [A]x[R1] [R2] [A]x[R2] [R3] [A]x[R3] [R4] [A]x[R4] [R5] [A]x[R5] SUM [Y1:Y5]
TCO Calculation
S.No. Particulars Volumetric Rate Quoted Total
(in Rs. Cr.) by Bidder (in Rs. Cr.)
1. Account Opening 0.13
2. Sourcing of Current A/c 0.01
3.1 Cash Deposit 717
3.2 Cash Withdrawal 4608
4.1 AePS (Acquirer) 0.05
4.2 Card Off US (Acquirer) 0.03
5. Remittance 1325
6.1 Balance Maintenance [Av. Bal] 32.81
6.2 Incremental Deposit 49.22
7.1 Aadhaar Seeding 0.01
7.2 Mobile Seeding 0.01
8. RuPay Card Activation 0.13
9. Mini Statement of Account 0.001
A. Annual Cost of BC Services SUM[1:9]
B. Annual Cost of Technical Rs.
Services
C. Customization Cost Rs.
Total Cost for one Year [D] Rs. XXXX
TCO for Five [5] Years [D] x 5
Terms and Conditions:

1. All rates / amounts / prices are in INR only
2. The rates quoted in commercial bid should be exclusive of all taxes. However, Taxes, if
any including GST shall be paid to the bidder on actual basis at the rate applicable. The
rate of applicable GST should be informed and charged separately in the invoice
generated for supply of the product.
3. Any column left blank by the bidder will result in disqualification of the bid.
4. Bidding is to be done for all the products and services.
5. Effort of 100 Man Days of Customization effort per year beyond the scope of this RFP to
be included in the TCO for Technical Services (efforts to be carried forward if unused).
6. Netting (Debit and Credit) of transaction per day per customer will be considered for
commission payment.
7. Eligibility for Fixed Payment and Incremental Deposit:
a. Minimum Activity for each BC will be 200 transactions per month and 25 days’ login
to be eligible for fixed payment [Balance Maintenance].
b. Payment of Incremental Deposit:
i. CSP wise Outstanding Balance as on the last working day of previous Month will
be considered as benchmark.
ii. Positive difference of Subsequent Month-end Outstanding Balance will be
considered for incremental deposit and highest Outstanding Balance will be
considered as benchmark for subsequent months during the FY.
iii. Highest month end Outstanding Balance of previous year will be considered as
benchmark for the starting next FY
iv. No commission on Incremental Deposit will be paid on any month for negative
growth from Benchmark.
c. Minimum Customer Base of 500 Accounts.
8. The above price quoted in [A] will be shared in the ratio of 80:20 between Bank Mitra
[CSP] and Corporate BC [CBC] in favour of Bank Mitra.
9. The Service Provider should ensure that the Bank Mitra / CSP Agent gets a minimum of
Rs. 5000 per month basis the above commercials.
10. L1 bidder will be decided based on the Total TCO.
11. The above rates as quoted in [B] will also be applicable for the application provided at
the Micro ATM for Branches where ONLY TSP Share will be payable and the BC Services
Shares will not be payable.
12. Vendor will raise the Invoices within first week of the succeeding month.
13. Bank will pay the monthly fixed remuneration of the BCA’s within 7 working days of every
month after receipt of the Invoice.
14. i. TSP : Technology Service Provider
ii. CPC / CBC : Corporate Banking Correspondent
iii. BCA / CSP : Banking Correspondent Agent [Bank Mitra]
Date: ___________ Signature of Authorized Signatory:

Name of Signatory:
Place: ___________ Designation: / Seal of Company

ANNEXURE-V (ELIGIBLE ENTITIES AND GENERAL GUIDELINES)
Entities eligible to be appointed as Bank Mitra / Business Correspondents/BCAs:
The Service Provider would be required to appoint from among the following as the
Business Correspondent/BCA. This list would be revised from time to time based on
Reserve Bank of India directives.
1. NGOs/MFIs set up under Societies/ Trust Acts

2. Cooperative Societies registered under Mutually Aided Cooperative Societies
Acts or the Cooperative Acts of States/ Multi State Cooperative Societies Act.
3. Section 25 companies.
4. Post Offices.
5. Retired Bank employees
6. Ex-Service men.
7. Retired Govt. Employees.
8. Individual owners of kirana/ medical/fair price shop owners.
9. Individual Public Call Office (PCO) operators.
10. Agents of small savings schemes of Government of India/ Insurance Companies
11. Individual who own petrol pumps.
12. Retired teachers.
13. Authorized functionaries of well-run Self Help Groups (SHGs) linked to banks.
14. Individual members of Farmer’s Clubs.
15. Individual members of Self Help Groups.
16. Individual operators of Rural Multipurpose kiosks/ Village Knowledge Centers
17. Individuals/ proprietors/ owners who manage Agri Clinics/ Agri Business Centers.
18. Retired Post Masters.
19. Individuals such as auto dealers, tractor dealers and FMCG stockiest.
20. Insurance agents including of private insurance companies (IRDA certified) and
postal agents.
21. Individuals operating Common Services Centers (CSCs) established by Service
Centre Agencies (SCAs) under the National e-Governance Plan (NeGP).
22. Any other individual considered suitable by the bank.
23. Companies registered under the Indian Companies Act 1956 with large and
wide spread retail outlets, excluding Non-Banking Financial Companies (NBFCs).
24. Identified Business Correspondents and BCAs should not have been defaulters
to any financial institution.
25. Identified Business Correspondents should not have been blacklisted by any
bank in the last two years for deficiency of service.
II. The following general guidelines should be followed while appointing Bank Mitra
/Business Correspondent Agents (BCAs)
1. The location/premises of BCAs should be such that it is easily accessible to all

customers.
2. The selection of BCA must be done by the SP with the consent of the concerned
Branch Manager in whose service area the BCO is located. Preference should
be given to such persons who are already doing some activity in the village or
who are having experience in BC operations. But, one BCA shall work for only
one SSA and he/she shall not be working with any other Bank.
3. BCA with minimum qualification (preferably 10th pass) and obtain IIBF/Bank
approved certification within three months and ensures that he/she works from
a fixed location (a room with minimum space of 10x10 ft) for branding purpose
and also extend banking service to the customers by visiting all the villages in
that SSA.
4. The front end equipment / device to be given to BCA should be interoperable

so that the customer can access to any bank by using the device. The device
must have biometric facility (finger print & IRIS) plus card swiping facility with on-
line connectivity to perform transactions on-line
5. The BCA must be responsible to receive and pay money, to transfer money from
one to another. Each BCA must also be able to do Business Facilitator (BF)
activities as permitted by the RBI/ Bank. BCAs may also be used for deposit
mobilization and for recovery as per the terms of the scheme finalized by the
Bank.
6. The BCA will also to undertake enrollments for micro insurance, animal
insurance, crop insurance and micro pension. The bank will ensure coordination
with the agencies, viz., LIC and other agencies dealing with these products.
7. An officer/Branch Manager of the concerned branch of the bank may visit the
BCO location normally once in a week/fortnight/month initially, on a fixed time
and day to instill greater confidence among the customers and facilitate
increased banking transactions through BCAs.
8. The BCA must be responsible for routing all transactions of all villages in the
assigned villages so that effective marketing and follow up can take place.
9. It is necessary to ensure that there is a continuous improvement in the quality of

services through the BCAs.
10. There should be regular training and capacity building programmes of the BCAs
and ensure BCA certification within 3months of appointment.

ANNEXURE-VI (TECHNICAL BID FORMAT)
Sl.
PARTICULARS DETAILS
No.
A. BIDDER’S PROFILE IN BRIEF :
1 Name of the Company
2 Address of Registered Office / Head

Office
3 Phone Number with STD Code
4 Fax Number
5 E-mail id
6 Constitution
(Public / Pvt Ltd Co./
Partnership/ Proprietorship)
7 Date of Establishment:
8 Name of Chief Executive:
9 Name of Contact Person with regard to
this RFP :
Landline Phone No. :
Mobile No. :
Fax No. :
e-mail id :
10 Line of Activity
11 Date from which the bidder is
experienced in similar type of activity
12 Products Developed / Serviced (Attach
product literature)
13 Details of Quality Certifications Obtained
for the Company & its Products, such as
ISO-9001:2000 etc. (attach Xerox
copies).
14 Total Number of Employees:
15 PAN Number
GSTN Number
16 In case of a Company, furnish data on
share holding pattern, names of main
promoters and names of Directors.
17 a. Furnish following details for getting

report from CIBIL on the Company,
Promoters and Directors.

Sl.
PARTICULARS DETAILS
No.
B. Confirm having attached a separate

Sheet tabulating the following :
 Name of the Company / Promoters /

Directors
 Detailed address with Pin Code
 Date of incorporation / Date of Birth
of an individual
 PAN Number allotted
 TIN Number of the Company
B. FINANCIAL STRENGTH :
2016-17 2017-18 2018-19*
1. a. Total Turnover (in Crs.)
b. Net Profit / (Loss) (in Crs.)

c. Share Capital (in Crs.)
d. Tangible Net worth (in Crs.)
d. Total Liabilities (in Crs.)
e. Total Assets (in Crs.)
* Provisional, If not Audited
2. Submit Audited Financial Statements for 2016-17 2017-18 2018-19*
the previous three years
(In case of a wholly owned subsidiary,
audited financial statements of
parent/holding company duly certified
by a Chartered Accountant to be
furnished.)
* Provisional, If not Audited

3. Submit Income Tax Returns / Assessments 2016-17 2017-18 2018-19*
for the previous three years
4. If the bidder is a Company, please
confirm that the Memorandum and
Articles of Association do not prohibit the
Business Correspondent activity
(Attach copies of Memorandum and
Articles of Association and mark the
relevant provisions with a highlighter).
5. Submit the letter of undertaking as per

Sl.
PARTICULARS DETAILS
No.
Annexure-XII.
6. Submit compliance to Eligibility Criteria
with the requisite proof, as per Clause-5.
C. TECHNICAL STRENGTH :
1. a. Confirm that line-item wise
requirements mentioned in
Annexure-I and Annexure-II are
complied by you.
b. In case of non-compliance or
deviation/variance to the line item-
wise requirements, ensure to mention
the same as per Annexure-VII.
It is thus confirmed that Bidder is
complying with all the requirements
excepting those mentioned in this
Annexure-VII.
2. Indicate the proposed technology
solution provided from the following:
i) Mobile device with FP biometric

scanner, printer and Magnetic Stripe
reader etc. Capability of device
connecting to V-Sat through wired or
wireless technology
ii) HHM/MicroATM with FP Biometric
scanner, printer, IRIS scanner, Magnetic
Stripe/EMV chip reader, PIN Pad etc.
Capability of device connecting to V-
Sat through wired or wireless
technology
iii) Laptop with HHM with FP Biometric
scanner, IRIS scanner, printer,
Magnetic Stripe/ EMV chip reader, PIN
Pad etc. Capability of device
connecting to V-Sat through wired or
wireless technology
iv) Tablet with FP Biometric scanner, IRIS
scanner. Printer, Magnetic Stripe/ EMV
chip reader, PIN pad etc. Capability
of device connecting to V-Sat through
wired or wireless technology.
3. Bidder is required to describe proposed
Technology Solution covering the
following :

Sl.
PARTICULARS DETAILS
No.
 Clear articulation and description of
the understanding of the scope of
work and technology solution
proposed by the bidder
 Extent of compliance to requirements
specified in the scope of work
(Annexure-I), clearly mentioning
reservations / deviations if any with
cross reference to the relevant clause
of RFP as per Annexure-VII.
 Areas of non-compliance.
 Strength of the Bidder to provide
services including examples of similar
work completed.
 Adherence to best practices
prevailing in the industry.
 Business continuity and Disaster
recovery facility
4. Experience of the Bidder on similar
assignments implemented in the past in
tabular form :
 Name of the client
 Name and contact details of the
dealing official of the client
 Nature of project
 Size of the contract (Order value
Rupees in lakhs)
 Present status of the project

 Highlight the services involved in the
project like number of enrolments
made, smart cards issued, no of
transactions done, etc., which are
similar in nature to the services to be
rendered in this RFP.
5. Please give information on Key business

and technology personnel:
a) Name of the Staff
b) Designation
c) Educational qualification
d) Experience

Sl.
PARTICULARS DETAILS
No.
e) Area of expertise
D. BACK TO BACK BC ARRANGEMENTS MADE, IF ANY

1. Name and address of the Agency for
Back to Back BC arrangements,
conforming to the provisions as
mentioned in RFP.
2. Experience of the BC Agency
3. Name of Banks with whom BC Agency is
working
4. Back to Back Arrangements valid upto
E. REFERANCES WHERE SIMILAR PROJECTS ARE IMPLEMENTED

1. Name of Bank / Govt. Agency with
Contact details
2. Services offered and No. of Cards used
3. Implementation taken up, Since
4. Present status of implementation
F. DETAILS OF BIDDER’S SUPPORT CENTRES

1. City / Town
2. Detailed Address
3. Name of Officer in Charge with Contact
Number
4. No. of qualified and trained personnel
5. Maintained inventory of the critical spare
parts
G. ARCHITECTURE OF FINANCIAL INCLUSION SYSTEM
1. Whether Architecture Proposed is

Centralized? Briefly explain the
architecture.
2. Whether the solution proposed is
“Scalable?” if so, justify.
3. Whether the solution proposed provides
reliable security end-to-end? Explain the
security measures .
4. Whether the solution proposed is having
redundancies, if so details
5. Indicate the response time for different
transactions
6. Indicate the minimum Bandwidth
requirements
7. Whether easier back up and retrieval

Sl.
PARTICULARS DETAILS
No.
mechanisms are built in to the solution
proposed?
8. Business Process Continuity features
9. Whether the proposed solution is all set
for DR Replication
10. Specify the standards / protocols used in
the solution offered
H. INTREROPERABILITY
1 Supports Interoperable with Other
Acquirers and Issuers
2 Comment on the interoperability of the
solution proposed with other
applications/platforms.
3 Comment on the interoperability of the
solution proposed on different version of
the same platforms. (Eg: Win 2012, Win
2016 etc.)
4 Supports AEPS transactions through NPCI
/ UIDAI
Support of RuPay card transactions
through NPCI/UIDAI
I. CONFIRM SUBMISSION OF FOLLOWING
1. Annexure-I Compliance to Scope of
Work
2. Annexure-II Compliance to Functional
Requirements
3 Annexure-IV commercial Bid format
4 Annexure-VII Statement of Compliance /
Deviation
5 Annexure-VIII Technical Evaluation.
6 Annexure-XIII Offer Covering Letter
7 Annexure-XIV Letter of Undertaking
8 Bank Guarantee as per Annexure-XV
9 DD/Banker’s Cheque towards
Application money.
10 Power of Attorney / Board
Resolution/Letter from Director etc.,
authorising the signatory

ANNEXURE-VII (STATEMENT OF COMPLIANCE DEVIATION)
All Terms and Conditions - Commercial and Technical Requirement
We hereby agree to abide by all the terms and conditions stipulated by the Bank in this
RFP including all addendum, corrigendum etc., issued by the Bank and certify that the
Bid response submitted by us confirm to the specifications stipulated by you except the
items mentioned below :
Sl. No. Clause No. Page No Brief Description of Deviation and Remarks
the Provision in RFP by the Bidder
A. COMMERCIAL :
1.
2.
3.
4.
5.
B.TECHNICAL :
1.
2.
3.
4.
5.

ANNEXURE-VIII (TECHNICAL EVALUATION)
Sl. Max Marks

Traits Reply of Bidder
No. Marks Awarded
1 Hand held machine to be supplied to 2
comply with MicroATM standards
version 1.5.1 or above
2 The solution is Integrated with Aadhaar 3
Data Vault [ADV]
3 Capability of supporting e-KYC while 2

enrollment of customer for account
opening.
The above functionality is integrated 2

with CBS
4 The solution shall be capable of 5
handling Banking products (Prods)
such as
(a) Opening of SB, RD & Term deposit
accounts with eKyc.
(b) Remittances,
(c) Loans,
(d) Cash deposits,
(e) Cash Withdrawals,
(f) Balance inquiry,
(g) Mini statement,
(h) IMPS
(i) AePS
(j) Aadhaar Pay
(k) Term Deposit & RD Deposit
(l) Micro insurance,
(m) Micro Pension Govt. payments like
NREGP, SSP, various DBT payments etc.
Min 6 Prods – 3 Marks

to 10 Prods – 4 Marks
More than 10 Prods– 5 Marks
5 The solution should ensure secure 3
(encrypted) communication between
HHMs, inter FI Server of the Bidder and
Bank’s Gateway and to comply with
acceptable security standards such as

Sl. Max Marks

No. Marks Awarded
SSL/https for data download and
upload.
6 Capacity of the Solution: No of 5

financial transactions supported per
day.
Upto 25000 -- 1 Marks
25001 - 50000 -- 2 Marks
50001- 75000 -- 3 Marks
75001 - 100000 -- 4 Marks
More than 100000 -- 5 Marks
Whether the Hardware and Software

can be further sized to meet additional
transactions envisaged 2
7 Voice guidance mechanism in local 2
language
8 Provide audit trails 4
9 Parameterization capability for settings

at upper /lower limits of all type of
transactions in the
2
(i) MicroATM
(ii) Intermediary server 3
of the Bidder
10 Capability to support inter operability
(i) Windows 2016 3

(ii) Different MicroATM 2
Capability on running on VM 5
11 Capability to support Aadhaar 2
seeding
12 Capability to support UID and VID both 3
from front end input.
13 Capability to support Mobile seeding 2
14 Disaster recovery management as a 5

part of Business continuity Plan
15 Scope of Facility Management 3

Sl. Max Marks

No. Marks Awarded
16 Does the bidder undertake all activities 5
of BC along with the Technical solution
(5 marks) OR have Back to Back
arrangements with other BC (3 marks).
17 Total no of banks in India for which 5
similar solution has been successfully
Implemented
1 to 3 Banks – 3 Marks
4 Banks - 4 Marks
5 & more Banks – 5 Marks
18 The solution should provide standard 4

MIS Reports as required by the bank
and capability to provide MIS as
required by statutory authorities for
Financial Inclusion.
19 The solution should have provision for 3
taking backups of the transaction data
and master data at periodical intervals
and conform to Backup standards as
per Information Technology Act, 2000.
20 The Front end equipment should 4
support connectivity through any
communication channels such as
GPRS, GSM, CDMA, PSTN and V-SAT
(wired or wireless) depending upon the
type of connectivity available at the
local place of operation.
21 Front end equipment should support 3
connectivity through multiple
communication channels to reach to
the DC here the server side application
I hosted
22 Front end equipment to offer various 3
Services/Options available in the
application software, on booting, only
after biometric authentication of BCA
through Aadhaar.
23 Any activity through the front end 3
equipment should be processed with
biometric authentication of the
customer.
24 Front end equipment and its 4
application should be capable to

Sl. Max Marks

No. Marks Awarded
fetch software upgrades, revision in
business rules etc from the servers
25 Capability to connect Printer, 3
Biometric Scanner and other external
devices through Blue tooth or USB in
secured manner
26 Capability to print receipts of all type of 3
transactions in local language.
TOTAL 100
Note: All the above column are mandatory, any non blank column may result in
disqualification of the bidder.

ANNEXURE-IX (INTEGRITY PACT)

Rs. 100 non-judicial stamp paper (To be submitted in duplicate)
PRE CONTRACT INTEGRITY PACT
General :
The pre-bid pre-contract Agreement (hereinafter called the Integrity Pact ) is made on
___ day of ______________the Month of 2019 between United Bank of India, a body
corporate constituted under the provisions of Banking companies (Acquisition and
Transfer of Undertakings) Act 1970, and having its Head office at 11, Hemanta Basu
Sarani, Kolkata – 700 001, hereinafter referred to as “BANK/BUYER” (which term shall,
unless repugnant to the context or meaning hereof, be deemed to mean and include its
successors-in-interest and permitted assigns) of the first part
AND
M/s _____________________________________________a company incorporated under the

companies Act, 1956 and having its registered office at -
____________________________________ ( hereinafter called the “BIDDER/SELLER” which
term shall, unless repugnant to the context or meaning hereof, be deemed to mean and
include its successors-in-interest and permitted assigns) of the second part
Whereas, the BANK/BUYER proposes to procure
_______________________________________vide Tender reference No:
____________________________dated ___________________ and the Bidder/Seller is willing to
offer/has offered the same.
Whereas the BIDDER/SELLER is a private company/public company/Govt.
Undertaking/Partnership /registered export agency, constituted in accordance with the
relevant law in the matter and the BANK/BUYER is a PUBLIC Sector Undertaking (PSU)
performing its function on behalf of Govt. of India.
NOW, THEREFORE,
To avoid all forms of corruption by following a system that is fair, transparent and free
from any influence/prejudiced dealing prior to, during and subsequent to the currency
of the contract to be entered into with a view to enabling the BANK/BUYER to obtain the
desired said scope services/support at the competitive price in conformity with the
defined specification by avoiding the high cost and the distortionary impact of
corruption on public procurement and Enabling BIDDERs to abstain from bribing or
indulging in any corrupt practice in order to secure the contract by providing assurances
to them that their competitors will also abstain from bribing and other corrupt practices
and the BUYER will commit to prevent corruption , in any form, by its officials by following
transparent procedures.

The parties hereto hereby agree to enter into this Integrity Pact and agree as follows.
Commitments of the BUYER
1.1 The BANK/BUYER undertakes that no official of the BANK/BUYER, connected

directly or indirectly with the contract, will demand, take a promise for or accept,
directly or through intermediaries, any bribe, consideration, gift, reward, favour or
any material or immaterial benefit or any other advantage from the
BIDDER/SELLER, either for themselves or for any person, organization or third party
related to the contract in exchange for an advantage in the bidding process, bid
evaluation, contracting or implementation process related to the contract.
1.2 The BANK/BUYER will, during the pre-contract stage, treat all BIDDERs alike, and will
provide to all BIDDERs the same information and will not provide any such
information to any particular BIDDER which could afford an advantage to that
particular BIDDER in comparison to other BIDDERs.
1.3 All the officials of the BANK/BUYER will report to the appropriate Government office
any attempted or completed breaches of the above commitments as well as any
substantial suspicion of such a breach.
2 In case any such preceding misconduct on the part of such official(s) is reported
by the BIDDER/SELLER to the BANK/BUYER with full and verifiable fact and the same
is prima facie found to the correct by the BANK/BUYER, necessary disciplinary
proceeding, or any other action as deemed fit, including criminal proceedings
may initiated by the BANK/BUYER and such a person shall be debarred from further
detailing related to the Tender/ Contract process. In such cases, while an enquiry
is being conducted the BANK/BUYER, the proceedings under the Tender/ contract
would not the stalled.
Commitments of the BIDDERs

3 The BIDDER commits itself to take all measures necessary to prevent corrupt
practices, unfair means and illegal activities during any stage of its bid or during
any pre-contract or post-contract stage in order to secure the contract or in
furtherance to secure it and in particular commit itself to the followings:-
3.1 The BIDDER will not offer, directly or through intermediaries, any bribe, gift,
consideration, reward, favour, any material or immaterial benefit or other
advantage, commission, fees, brokerage or inducement to any official of the
BANK/BUYER connected directly or indirectly with the Tendering/ bidding process
or to any person, organization or third party related to the Tender/ Contract in

exchange for any advantage in the bidding, evaluation, contracting and

implementation of the contract.
3.2 The BIDDER further undertakes that it has not given, offered or promised to give,
directly or indirectly any bribe, gift, consideration, reward, favour, any material or
immaterial benefit or other advantage, commission, fees, brokerage or
inducement to any official of the BANK/BUYER or otherwise in procuring the
Contract or forbearing to do or having done any act in relation to the obtaining
or execution of the contract or any other contract with the United Bank of India
for showing or forbearing to show favour or disfavour to any person in relation to
the contract or any other contract with United Bank of India.
3.3 BIDDERS shall disclose the name and address of agents and representatives and
Indian BIDDERs shall disclose their foreign principals and associates along with
Technical proposal.
3.4 BIDDERs shall disclose the payment to be made by them to agents/brokers or any
other intermediary, in connection with this tender/bid/contract along with the
Technical proposal.
3.5 The BIDDER further confirms and declares to the BANK/BUYER that the BIDDER is the
original manufacturer/Integrator/authorized government sponsored export entity
of the stores and has not engaged any individual or firm or company whether
Indian or foreign to intercede, facilitate or in any way to recommend to the
BANK/BUYER or any of its functionaries, whether officially or unofficially to the
award of the contract to the BIDDER, nor has any amount been paid, promised or
intended to be paid to any such individual, firm or company in respect of such
intercession, facilitation or recommendation.
3.6 The BIDDER, either while presenting the bid (Technical submission)or during pre-
contract negotiation or before signing the contract, shall disclose any payments
he has made, is committed to or intends to make to officials of the BANK/BUYER or
their family members, agents, brokers or any other intermediaries in connection
with the Tender/ Contract and the details of services agreed upon for such
payments.
3.7 The BIDDER will not collude with other parties interested in the contract to impair
the transparency, fairness and progress of the bidding process, bid evaluation,
contracting and implementation of the contract.

3.8 The BIDDER will not accept any advantage in exchange for any corrupt practice,
unfair means and illegal activities.
3.9 The BIDDER shall not use improperly , for purposes of competition or personal gain,
or pass on to others, any information provided by the BANK/BUYER as part of the
business relationship, regarding plans. Technical proposals and business details,
including information contained in any electronic data carrier. The BIDDER also
undertakes to exercise due and adequate care lest any such information is
divulged.
3.10 The BIDDER commits to refrain from giving any complaint directly or through any
other manner without supporting it with full and verifiable facts.
3.11 The BIDDER shall not instigate or cause to instigate any third person to commit any
of the actions mentioned above.
3.12 If the BIDDER or any employee of the BIDDER or any person acting on behalf of
the BIDDER either directly or indirectly, is a relative of any of the officials of the
BANK/ BUYER, or alternatively, if any relative of an officials of the BANK/ BUYER has
financial interest/stake in the BIDDER’s firm , the same shall be disclosed by the
BIDDER at the time of filling of tender along with Technical proposal.
The term ‘relative’ for this purpose would be as defined in section 6 of the Companies Act
1956.
3.13 The BIDDER shall not lend to or borrow any money from or enter into any monetary
dealings or transactions, directly or indirectly, with any employee of the
BANK/BUYER.
4 Previous Transgression
4.1 The BIDDER declares that no previous transgression occurred in the last three years
immediately before singing of this Integrity Pact, with any other company in India
or in any country abroad in respect of any corrupt practices envisaged hereunder
or with any Public Sector Enterprise in India or any Government Department in
India that could justify BIDDER’s exclusion from the tender process.
4.2 The BIDDER agrees that if it makes incorrect statement on this subject, BIDDER can
be disqualified from the tender process or the contract, if already awarded, can
be terminated for such reason.
5 Earnest Money (Security Deposit)
5.1 While submitting Eligibility/Technical bid/response, the BIDDER shall deposit an
amount ______________ (as specified in RFQ/RFP) as Earnest Money/Security
Deposit, with the BANK/BUYER through any of the following instruments:

i. Bank Draft or a Pay Order or Bank Guarantees in favour of United Bank of

India.
ii. A confirmed guarantee by an Indian Nationalised Bank, promising
payment of the guaranteed sum to the BANK/BUYER on demand within
three working days without any demur whatsoever and without seeking
any reasons whatsoever . The demand for payment by the BANK/BUYER
shall be treated as conclusive proof of payment.
iii. Any other mode or through any other instrument (as specified in RFQ/RFP)
5.2 The Earnest Money/Security Deposit shall be valid for a period as specified in
RFQ/RFP.
5.3 In case of the successful BIDDER a clause would also be incorporated in the Article
pertaining to Performance Bond in the Purchase Contract that the provisions of
Sanctions for Violation shall be applicable for forfeiture of Performance Bond in
case of a decision by the BANK/BUYER to forfeit the same without assigning any
reason for imposing sanction for violation of this Pact.
5.4 No interest shall be payable by the BANK/BUYER to the BIDDER on Earnest Money/
Security Deposit for the period of its currency.
6 Sanction for Violations

6.1 Any breach of the aforesaid provisions by the BIDDER or any one employed by it
or acting on its behalf (whether with or without the knowledge of the BIDDER) shall
entitle the BANK/BUYER to take all or any one of the following actions, wherever
required:-
i. To immediately call off the pre-contract negotiations without assigning any

reason or giving any compensation to the BIDDER. However the proceedings
with the other BIDDER(s) would continue.
ii. The Earnest Money Deposit (in pre-contract stage) and/or Security
Deposit/Performance Bond (after the contract is signed) shall stand forfeited
either fully or partially as decided by the BANK/BUYER and the BANK/BUYER
shall not be required to assign any reason therefore.
iii. To immediately cancel the contract, if already signed, without giving any
compensation to the BIDDER.
iv. To recover all sums already paid by the BANK/BUYER, and in case of an Indian
BIDDER with interest thereon at 2 % higher then the prevailing Base Rate of
United Bank of India, while in case of a BIDDER from a country other than India
with interest there on at 2 % higher than the LIBOR. If any outstanding payment
is due to the BIDDER from the BANK/BUYER in connection with any other
contract for any other stores, AMC, ATS, FM etc, such outstanding payment
could also be utilized to recover the aforesaid sum and interest.
v. To encash the advance bank guarantee and performance bond/warranty
bond, if furnished by the BIDDER in order to recover the payments already
made by the BANK/BUYER along with interest.
vi. To cancel all or any other contracts with the BIDDER, The BIDDER shall be liable
to pay compensation for any loss or damage to the BANK/BUYER resulting from

such cancellation/rescission and the BANK/BUYER shall be entitled to deduct

the amount so payable from money(s) due to the BIDDER.
vii. To debar the BIDDER from participating in future bidding process of the BANK
for a minimum period of five years which may be further extended at the
discretion of the BANK/BUYER.
viii. To recover all sums paid in violation of this pact by BIDDER(s) to any middleman
or agent or broker with a view to securing the contract.
ix. In cases where irrevocable Letters of Credit have been received in respect of
any contract signed by the BANK/BUYER with the BIDDER, the same shall not
be opened.
x. Forfeiture of Performance Bond in case of a decision by the BANK/BUYER to
forfeit the same without assigning any reason for imposing sanction for violation
of this Pact.
6.2 The BANK/BUYER will be entitled to take all or any actions mentioned at para 6.1
(i) to (x) of this Pact, also on the Commission by the BIDDER or any one employed
by it or acting on its behalf (whether with or without the knowledge of the BIDDER),
of an offence as defined in Chapter IX of the Indian Penal Code, 1860 or
Prevention of Corruption Act, 1988 or any other statute enacted for prevention of
corruption.
6.3 The decision of the BANK/BUYER to the effect that a breach of the provisions of
this Pact has been committed by the BIDDER shall be final and conclusive on the
BIDDER. However, the BIDDER can approach the independent monitor(s)
appointed for the purposes of this Pact.
7 Fall Clause
7.1 The BIDDER undertakes that it has not supplied / is not supplying similar
product/systems or subsystems at a price lower than that offered in the present
bid in respect of any other Ministry/Department of the found at any stage that
similar product or systems or services or subsystems was supplied by the BIDDER to
any other Ministry / Department of Government of India or a PSU at a lower price,
then that very price, with applicable to the present case and the difference in the
cost would be refunded by the BIDDER to the BANK/BUYER, if the CONTRACT has
already been concluded.
8 Independent Monitors
8.1 The BANK/BUYER will appoint independent monitors (hereinafter referred to as
Monitor) for this PACT in consultation with the Central Vigilance Commission (
Names and Address of these Monitors will be communicated later on)
8.2 The task of the Monitors shall be to review independently and objectively, whether
and to what extend the parties comply with the obligations under this Pact.
8.3 The Monitors shall not be subject to instructions by the representatives of the
parties and perform their functions neutrally and independently

8.4 Both the parties accept that the Monitors have the right to access all the
documents relating to the Project/procurement, including minutes of meeting.
8.5 As soon as the monitor notices, or has reason to believe, a violation of this Pact,
he will so inform the Authority designated by the BANK/BUYER.
8.6 The BIDDER(s) accepts that the Monitor has the right to access without restriction
to all Project documentation of the BANK/BUYER including that provided by the
BIDDER. The BIDDER will also grant the Monitor, upon his request and demonstration
of a valid interest, unrestricted and unconditional access to his project
documentation. The same is applicable to Subcontractors. The Monitor shall be
under contractual obligation to treat the information and documents of the
BIDDER/Subcontractor(s) with confidentially.
8.7 The BANK/BUYER will provide to the Monitor sufficient information about all
meetings among the parties related to the Project provided such Meeting could
have an impact on the contractual relations between the parties. The parties will
offer to the Monitor the option to participate in such meetings.
8.8 The Monitor will submit a written report to the designated Authority of BANK/BUYER
within 8 to 10 weeks from the date of reference or intimation to him by the
BANK/BUYER / BIDDER and, should the occasion arise, submit proposals for
correcting problematic situations.
9 Facilitation of Investigation
In case of any allegation of violation of any provisions of this Pact or payment of

commission, the BANK/BUYER or its agencies shall be entitled to examine all the
documents including the Books of Accounts of the BIDDER and the BIDDER shall provide
necessary information and documents in English and shall extend all possible help for the
purpose of such examination.
10 Law and Place of Jurisdiction
This Pact is subject to Indian Law. The place of performance and jurisdiction is the seat of
the BANK/BUYER at KOLKATA
11 Other Legal Actions
The actions stipulated in this Integrity Pact are without prejudice to any other legal action
that may follow in accordance with the provisions of the extant law in force relating to
any civil or criminal proceedings.
12 Validity
11.1 The validity of this Integrity Pact shall be from date of its signing and extended up
to 5 years or the complete execution of the contract to the satisfaction of both
the BANK/BUYER and the BIDDER/Seller, including warranty period , whichever is

later in case BIDDER is unsuccessful, this Integrity Pact shall expire after six months
from the date of the signing of the contract.
11.2 Should one or several provisions of this Pact turn out to be invalid; the remainder
of this Pact shall remain valid. In this case , the parties will strive to come to an
agreement to their original intentions.
12 The parties hereby sign this Integrity Pact at KOLKATA on the Day, Month and Year
first above written.
BANK/BUYER BIDDER
Signature : Signature :
Name : Name :
Designation: Designation : CEO
United Bank of India. Name of Org.
Office Seal Office Seal
Witness Witness
Name & Address : Name & Address :
Name & Address : Name & Address :

ANNEXURE-X (STANDARD OPERATING PROCEDURE FOR BCA)
Logistics at the BC /Business Correspondent Outlets
1. Display of signage as approved by the Bank. (Signage by Bank and Registers by

Bidder)at BCO
2. Display of Phone numbers of Help line, Bank officials, grievance redressal officer (link
Branch / Circle Office etc) at BCO
3. Display of the list of Dos and Do not’s for customers at BCO
4. ID card to be issued to BCA by BC.
5. Ensure availability of required Stationery – forms of account opening, Micro
insurance, Micro pension, loan application forms, check lists, publicity materials /
pamphlets / job cards for banking products provided by Bank.
6. Appoint BCA with minimum qualification (preferably 10th pass) and obtain IIBF/Bank
approved certification within one month and ensures that he/she works from a fixed
location (a room with minimum space of 10x10 ft) for branding purpose and extend
banking service to the customers by visiting the villages allotted.
7. BCA is treated as inactive if he fails to login and fails to do the transactions
continuously for 3 days and necessary action will be taken including replacing of
Bank Mitra.
8. BCA shall NOT have any subcontracts for managing BC outlets and operate himself
and there shall not be any intermediate layer between SP and BCA.
Maintenance of Registers:
1 Records of customers enrolled;

2 Account opening forms sent and pending to be sent to Base Branch;
3 Aadhaar seeding requests register.
4 Mobile seeding requests register
5 Customer contact register;
6 Visitors/Bank officials visit register.
7 Details of Name of grievance redressal official and contact number.
8 Ensure provision like Cash box and safe keeping of Field devices, registers.
9 List of Do’s and Don’ts for customers to be displayed.
10 Pass book and RuPay cards issued to customers register.
11 Complaints register
12 Registers for noting applications canvassed for different insurance and pension
products.
Image and Trust Building
1. SP/BCAs to create awareness about the channel among the area of operation.
2. SP/BCAs to market Banking products and attract customers in the Area of Operation
3. BCs to do due diligence for BCA selection.
4. SP to Arrange for training and capacity building of BCAs and complete certification
of BCA in three months of appointment.
5. Ensuring Wearing of uniform by Bank Mitra while on duty.

Technical Requirement
1. Safe upkeep of front end field devices like HHM, Mobile devices, printer, scanner,
PIN Pad ,VSATs etc
2. Upkeep of the Server and other hardware equipment at the Data Centre for
accessibility of the services.
3. Keep device batteries charged and in ready mode for providing services.
4. Maintain help line number of technology / device provider.
5. Download updated versions of the front end applications.
6. Keeping the PIN / BCA cards / Passwords secret to obviate any possibility of
unauthorized use of the technology device.
Operational Requirement
1. Approval from Bank to establish a BCO in the Area of Operation.

2. Account opening form filling, collection of required KYC documents, photograph
and biometrics of the customers etc.
3. Enrollment of customer as per the process approved by bank.
4. Digitization of customer details within 3 days of customer enrollment and safe and
secure transmission of data to bank.
5. Coordinating with base branches to expedite verification and upload of customer
data in CBS for account creation in case the scope is offline.
6. Facilitating Distribution/delivery of RuPay card / activation of the card / delivery of
passbook on account being opened in CBS of the Bank.
7. Maintaining secrecy about customer account information.
8. Maintenance of sufficient balance in the BC settlement account to support
customer transactions and fund settlement with the bank. Seasonal requirements
for disbursals under EBT and DBT requirements are also to be met and sufficient
balance maintained. Under no circumstances, the customer is sent back for want
of funds.
9. Increase of BCA cash threshold limits to ensure continuity in customer services as per
bank’s requirement.
10. Arrange for availability of sufficient physical cash at BCO.
11. Ensure replenishing / collection of surplus cash from/to Base Branch.
12. Service Provider to ensure availability of consumables like printing paper, ribbon etc
at the BCO.
13. BCA to ensure issuance of system generated receipt to customers on completion of
transaction both for successful and failed.
14. Service Provider to define dispute resolution mechanism.
15. Forward any feedback / complaint received from the customers to the bank.
16. Define Risk mitigation process in operations.
17. Service provider to arrange insurance for cash on hand, in transit etc; and devices
with BCA/BCO.
18. Service provider to make alternate arrangement to ensure continuity of banking
services to the customers, in case of temporary / permanent termination of BCA at
any outlet.
Legal Requirement

1. Service Provider to note that Persons / BCAs engaged by them are not the
employees of the bank; and bank shall not be responsible in any manner for
payment of wage remuneration nor payment for PF, EPF etc., due to such persons.
2. Service Provider is solely responsible for any frauds, misdeeds etc whatsoever
committed by the Bank Mitra and SP shall make good of any financial loss to the
Bank or Bank customers due to the acts of BC or BCAs.
3. The Bank shall not be responsible in any manner for any penalty/fine imposed by
any statutory body/authority towards any dues/liabilities towards any of the above.

ANNEXURE-XI (DETAILS OF BC OUTLETS AND PROJECTIONS)
Number of Sub-Service Areas and the urban wards to be covered under this RFP is as
under:
Sr. No. Details (Including 4 RRBs) Quantity

1. Sub-Service Areas 3626
a.) In addition to the above, Bank at its discretion may increase / decrease the
quantity. Additional Sub-Service Areas/Wards, if any allotted, will be furnished to
the successful bidder on later dates.
b.) Sub-Service Areas where Bank opens their brick and mortar branches, at a later
date, will stand reduced from the total number of Sub-Service Areas mentioned
above.
c.) The approximate number of Sub-Service Areas, RRB-wise, is furnished below. The
number of Sub-Service Areas in each state / RRB may vary from time to time,
subject to allotments / modifications to be effected by SLBCs of respective state.
Bank Name TOTAL NO. OF SSAs

Asssam Gramin Vikash Bank [AGVB] 1273
Bangiya Gramin Vikash Bank [BGVB] 1946
Tripura Gramin Vikash Bank [TGB] 361
Manipur Rural Bank [MRB] 46
Grand Total 3626
d.) Tentative Volumetric:
Volumetric for RFP Tu - RRB 01/2019
Deposit (Total Business) Total Number of BC

AGVB BGVB TGB MRB
[Approx.] in each deposit slab
upto Rs 25 Lakh per BC 1506 481 860 132 33
>Rs 25 Lakh to Rs 50 Lakh 774 326 390 49 9
>Rs 50 Lakh to Rs 100 Lakh 505 223 275 4 3
Rs 100 Lakh and above 139 79 60 0 0
Total BC in RRBs 2924 1109 1585 185 45
Average Monthly Deposit
RRB-Wise [in Rs. (Lakhs)] 32.81 47.50 40.00 25.00 18.75
Incremental Deposit 49.22 17.81 15.00 9.38 7.03

Av. Exp. Vol. of

Parameter AGVB BGVB TGB MRB
Txn/Yr.(in Cr.)
Account Opening 0.13 1029993 258845 1553 19214
Deposit 716.64 322.09 368.84 16.98 8.73
Withdrawal 4607.38 1764.64 2480.44 327.40 34.90
Remittance 1324.42 0.00 799.44 461.94 63.04
AePS (Acquirer) 0.05 - - - -
Card Off US (Acquirer) 0.03 - - - -
Aadhaar Seeding 0.01 - - - -
Mobile Seeding 0.01 - - - -
RuPay Card Activation 0.13 1029993 258845 1553 19214
Mini Statement of Account 0.001 - - - -
Technical Services
No. of Txn Per Yr. (in Cr.) 2.53 1.00 1.32 0.17 0.04

ANNEXURE-XII (LETTER OF UNDERTAKING FROM OSD/OEM)
To Date:-
Assistant General Manager (RRB),
12th Floor, RRB Department,
11, Hemanta Basu Sarani,
Kolkata – 700001
REF: Tender Ref No.: Tu-RRB 01/2019, dated:26/11/2019
Name of the Bidder: _____________________________
Dear Sir,
We ………………………… (Name of the OSD / OEM) who are established and reputable
manufacturers / developers of ………………………… having factories / offices at
………, ……… and …………… do hereby authorize M/s
……………………… (who is the Bidder submitting its bid pursuant to the Request for
Proposal issued by the Bank) to submit a Bid and negotiate and conclude a contract
with you to supply, install, commission and maintain the product/s manufactured /
developed by us against the Request for Proposal received from your Bank by the Bidder
and we have duly authorised the Bidder for this purpose.
We undertake to perform the obligations as set out in the RFP in respect of such services
and hereby extend our support and services through M/s.……………… during the 5 year
contract period as per terms and conditions of the RFP.
We assure you that in the event of M/s ……………………… is unable to fulfil its obligation
in respect of the terms defined in the RFP then ……………………………………
(OEM / OSD Name) would continue to meet these either directly or through alternate
arrangements without any additional cost to the Bank.
Yours faithfully,
(Authorized Signatory)
Name:
Designation:
Vendor’s Corporate Name
Address
Email and Phone #
(This letter should be on the letterhead of the Vendor duly signed by an
authorized signatory)
ANNEXURE-XIII (OFFER COVERING LETTER)
The Assistant General Manager

United Bank of India ,
RRB Department, Head Office,
12th Floor, 11 Hemanta Basu Sarani,
Kolkata – 700 001.
Sub: RFP for Technical Service Provider for End to End Financial Inclusion Solution on
OPEX model
Ref: Tender Ref No.: Tu-RRB 01/2019
Dear Sir,
1. We have examined the RFP and we offer to extend Business Correspondent Services
including the technology service as per the terms, conditions and scope of services
spelt out therein, and in accordance with the schedule of prices indicated in the
Commercial Bid and made part of this Bid, which may be considered by the Bank for
conducting the reverse auction.
2. While submitting this Bid, we certify that:
a) Prices in the Bid have been arrived at without agreement with any other Bidder of
this RFP for the purpose of restricting competition.
b) The prices in the Bid have not been disclosed and will not be disclosed to any
other Bidder of this RFP.
c) We have not induced nor attempted to induce any other Bidder to submit or not
submit a bid for restricting competition.
3. We certify that the information/data/particulars furnished in our RFP are factually

correct. We also accept that in the event of any information/ data/ particulars
proving to be incorrect, Bank will have the right to disqualify us from the bid.
4. We undertake to comply with the terms and conditions of the RFP. We understand
that the Bank may reject any or all of the offers without assigning any reason
whatsoever.
5. We confirm that the Bid submitted by us is valid for a period of six months from the
date of opening of the Bid.
6. We have submitted the EMD as per the terms of the RFP and are agreeable to the
forfeiture conditions mentioned therein.

7. The single point of contact for seeking information / clarifications, etc., relating to this
Bid is furnished below:
a) Name of the Authorized Person and Designation:

b) Detailed Postal Address for communication:
c) Email id of the Authorized Person:
d) Contact No.
1) Land line with STD code
2) Mobile No.
e) Fax No with STD code:
Yours faithfully,
(Name and Designation)

For and on behalf of _______________________

ANNEXURE-XIV (LETTER OF UNDERTAKING)

(Letter of undertakings on the letter head of the Bidder)
The Assistant General Manager

United Bank of India ,
RRB Department, Head Office,
12th Floor, 11 Hemanta Basu Sarani,
Kolkata – 700 001.
Dear Sir
Ref: Bid Ref. Tender Ref No.: Tu-RRB 01/2019, dated: 26/11/2019
We refer to your above mentioned RFP and undertake the following:
1. We hereby confirm that neither <Name of the Bidder>, the bidder, nor our Promoters
and Directors are defaulters to any financial institution in India and abroad.
2. We have not been reported by any Public Sector Bank / Financial Institutions to Indian
Banks’ Association (IBA) for any malpractice, fraud, poor service, etc. and that we
are not on the caution list maintained by IBA, listing service providers whose services
have been terminated by other Banks.
3. We hereby agree to submit Security Deposit / Performance Guarantee at the rate of

10% of the Contract Value.
4. We hereby agree that we will follow the general guidelines mentioned in Annexure-V
while appointing the Business Correspondent Agents.
5. We hereby agree to open a current account with the Bank and also offer our
concurrence to share that portion of the charges payable to the BCAs in terms with
the RFP. Also, from out of Bills/Invoices/Claims to be submitted by us to the Bank for
payment, we hereby authorize the Bank to credit the payments to our account with
you and transfer that portion of the charges payable to the respective BCA's
accounts, as per the details mentioned in the RFP.
6. We confirm that our entity is not owned or controlled by any Director or

Officer/Employee of the Bank or their relatives, as per the meaning assigned under
Section-6 of the Companies Act 1956.
7. We confirm that we are not involved in any major litigation that may have an impact
of affecting or compromising the delivery of services required under this RFP.

8. We confirm that we are agreeable to take up FI implementation in additional

locations as per the decision of the Bank above the quantities mentioned in the RFP,
on Pan India Basis, on the same Commercials and Terms and Conditions being
finalized for the RFP.
9. We confirm that we will not collect non-refundable deposits from BCAs.
10. The Business Correspondent should not collect interest free deposits from BCAs.
11. We confirm that we will own the Hand Held Devices and their peripherals.
12. We confirm that we will not, in any way, convey to the BCAs that they can claim jobs
with the bank on account of becoming BCA.
13. We confirm that we will enter into a comprehensive agreement with BCA. A copy of
such agreement is submitted along with the Technical Bid and we will include
suggestion given by the bank, if any, in the BCA agreement.
Yours faithfully,
(Authorized Signatory with Seal)

ANNEXURE-XV (FORMAT OF BANK GUARANTEE)

FORMAT OF BANK GUARANTEE / BID SECURITY
Whereas ______ (herein after called “the Bidder”) has submitted its response to Bid vide
RFP No. ________________ dated __________, offering End-to-End solution through Business
Correspondent Services for implementation of Financial Inclusion projects (hereinafter
called “the Bid”)
KNOW ALL PEOPLE by these presents that we ___________ having our Registered Office at
___________ (hereinafter called “the Bank”) are bound to United Bank of India, Head
Office, RRB Department, 11, Hemanta Basu Sarani, Kolkata (hereinafter called
“Purchaser” or “Bank”) in the sum of _____ for which payment well and truly to be made
to the said Purchaser, the Bank binds itself, its successors and assigns by these presents.
Affixed with the Seal of the said Bank this ____ day of __________2018.
THE CONDITIONS of this obligation are:
1. If the Bidder withdraws its Bid during the period of Bid validity specified by the Bidder
on the Bid Form; or
2. If the Bidder, having been notified of the acceptance of its Bid by the Bank during the
period of Bid validity:
a) Fails or refuses to furnish the Performance Security, in accordance with the terms
of the Bid; or
b) Fails to supply the Goods within the stipulated period; or
c) Fails to accept the Purchase Order.
We undertake to pay the Bank up to the above amount upon receipt of its first written
demand, without the Bank having to substantiate its demand, provided that in its
demand the Bank will note that the amount claimed by it is due to it, owing to the
occurrence of one or more of the above conditions, specifying the occurred condition
or conditions.
1. This Guarantee will remain in force up to and including -----------------, 2018, and any
demand in respect thereof should reach the Bank not later than the above date.
Notwithstanding any other terms contained herein;
a. This guarantee is irrevocable during the period of its currency and shall not be
revoked without the prior consent of the Bank in writing.
b. We further agree and undertake to pay the Bank without demur the amount
demanded by the Bank in writing notwithstanding any difference or dispute that
may exist or arise between the Bank and the Bidder.
(Signature and Seal of Bank)

ANNEXURE-XVI (DRAFT AGREEMENT)

(To Be Stamped)
(Subject to Modifications and approved by the Bank)
This agreement made on ______ date of _____________. Between ________________Bank,

constituted under the ________ Act,__________having its head office at………………...
hereinafter referred to as “The Bank’ which expression shall unless repugnant to the
context or meaning thereof shall include its successors & permitted assigns of the First Part
AND
<<Name of the Bidder>>, incorporated under ……………Act having its registered office
at …………. and principal place of business at ………….. hereinafter referred to as Total
Solution Provider (TSP) which expression shall unless repugnant to the context or meaning
thereof shall include its successor & permitted assigns of the Second Part.
[the above clause needs to be changed depending on the status of the service
provider, i.e. company, individual, LLP, etc.]
WHEREAS the Bank has undertaken to expand its banking operations extensively in
accordance with the Guidelines dated……………. Issued by the Reserve Bank of India
and the related constraints therein, with such further changes as may be initiated by the
RBI from time to time, and
WHEREAS pursuant to the aforesaid guidelines, the Bank is desirous of availing services of
the Total Solution Provider (TSP) on principal to principal arrangement to facilitate its
business growth and the TSP has offered to undertake such assignment / provide
professional services as may be required by the Bank.
NOW THEREFORE this agreement withnesseth as under.
1. Scope of Services:
The TSP agrees to provide the services as detailed hereunder, as per the scope and as
may be required by the Bank from time to time.
Nature of Services:
PART ‘A’

(a) Identification of prospective customer / borrowers & fitment of activities.
(b) Collection and preliminary processing of loan applications including

verification of primary data.
(c) Creating awareness about savings and other products offered by the Bank
and education and advice on managing money & debt counseling.
(d) Processing & Submission of applications to the Bank.
(e) Promotion, nurturing, monitoring and handholding of Self Help Groups / Joint
Liability Groups / Credit Groups and others.
(f) Post sanction monitoring in case of advances / loans granted by the Bank.
(g) Follow up of Recovery.
PART ‘B’
(a) Disbursal of Small Value Credits Strictly as per instructions of the Bank.
(b) Recovery of principal / interest from the borrowers and prompt deposit of the
same with the Bank.
(c) Collection of small value deposits & prompt deposit of the same with the Bank.
(d) Sale of Micro / insurance / mutual fund / pension and other third party products
as may be decided by the Bank.
(e) Receipt & delivery of small value remittances / other payment instruments.
(f) Any other service as may be advised by the Bank in writing to the TSP.
TSP agrees and confirms that they and also their agents / employees, sub-
contractors
(a) are properly trained to perform the TSP’s obligations under this agreement,
maintain, privacy of customer information and informing the correct terms and
conditions of the products offered etc.
(b) adhere to extant instructions on Fair Practices Code for lending as also their
own code for collection of dues or in the absence of such a code at the minimum
adopt the IBA’s code for collection of dues and repossession of security. It is
essential that they refrain from action that could damage the integrity and
reputation of the Bank.

(c) TSP and its BC / BF shall treat all the customers with dignity and respect. TSP
shall not resort to intimidation or harassment of any kind either verbal or physical
against any person in their debt collection efforts, including acts intended to
humiliate publicly or intrude the privacy of the customer’s / borrowers’ family
members, referees and friends, making threatening and anonymous calls or
making false and misleading representations.
(d) TSP shall adhere to the performance standards in respect of services and
products as detailed in schedule ‘A’ hereunder written, which forms part & parcel
of this agreement. The Bank reserves the right to change / vary / the contents of
schedule ‘A’ by advising the same to TSP in writing and upon such advise, the
amended Schedule ‘A’ shall become effective.
(e) TSP and its BC / BF are fully aware that failure to observe as above shall attract
penal provisions including termination of the agreement without any notice. If any
complaint arises from customers of Bank or members of the public against the TSP
and its BC / BF or its employees of having used unethical or coercive measures in
the process of recovering the dues, TSP alone shall be liable and answerable for
the same and the Bank shall in addition be entitled to recover such damages or
compensation that the Bank may be constrained to pay as per any order of
Reserve Bank of India, Courts, Tribunals or Statutory Authorities in this regard.
2. Maintenance of Records by TSP AND Monitoring / Inspection by the Bank
a) TSP specifically agrees to maintain all records, accounts including registers /

documents etc. as per instructions of the Bank from time to time and ensure safe
and proper custody of all records, accounts including documents etc. BC shall
account for all the monies received and paid by the TSP to the Customers. The
transactions and cash position shall be reported to the Designated Branch
on....................basis. The maximum cash that can be retained by the TSP shall be
intimated by the Bank and TSP shall not retain cash in excess of the said limit. TSP
shall promptly deposit the cash with the Designated Branch within the time frames
stipulated by the Bank.
b) TSP and /or its employees or any other person engaged by them shall not
comingle or misappropriate the funds in any manner.
c) TSP specifically agrees that the Bank shall be entitled to inspect and audit the
records maintained by TSP through its officers/employees or agents / auditors as
may be decided by the Bank at its sole discretion and TSP hereby undertakes to
promptly produce all records and information for the purposes of inspection and
audit. TSP shall provide access, to the Officers / employees / representatives /
agents or auditors of the Bank to the premises / places where such records are
kept / maintained. The Bank shall have a right to obtain copies of any audit report,

review reports and findings made on the TSP in connection with the services
performed by TSP for the Bank.
d) Further, TSP specifically agrees that it shall allow access to Reserve Bank of India
(RBI) or persons authorized by RBI or its employees/officers or other persons to
inspect and access the documents, accounts, records of transactions and all
necessary information in possession of, or stored or processed by the TSP within a
reasonable time. The persons authorized by RBI shall have right to obtain copies of
the records, information etc. in possession of TSP. TSP further agrees that in case
access is not allowed to the persons authorized by RBI for the purposes of
inspection which results in imposition of supervisory fees by RBI upon the Bank, and
the Bank is required to pay such supervisory fees to RBI, TSP shall be liable to
reimburse to the Bank such fees including any penalty, interest levied and
recovered by RBI.
e) TSP or its agents, as the case may be, shall bear all expenses / costs & charges
in connection with the inspection and audit either conducted by the Bank or by
RBI.
f) TSP specifically agrees that the Bank has full right to monitor and assess the
performance of services by TSP and wherever the Bank discovers any deficiency
or non-performance of the services up to the mark, the Bank shall instruct the TSP
in writing and TSP agrees to rectify the deficiencies or to ensure compliance of the
instructions of the Bank.
3. Business Continuity and Recovery Plan
TSP agrees to prepare and have in place / produce a `Business Continuity and
Recovery Plan’ for the purposes of ensuring continued rendering of services
undertaken by the TSP to the Bank simultaneously with the execution of the
agreement or latest within one month from the date of execution of the
agreement. TSP agrees to make necessary changes to the Business Continuity
Plan or Contingency Plan as per instructions / directions given by the Bank after
examination of the plan submitted by the TSP. TSP shall also test the Business
Continuity and Recovery Plan periodically.
4. Additional covenants
a) The TSP appreciates and fully understands that the services of its employees
are not exclusive to the Bank and that it will stipulate the freedom and non-
exclusivity of the services of the persons employed/engaged/assigned in their
respective contract of appointment, a copy of which will be furnished to the Bank.

b) TSP shall act prudently in accordance with the terms of this Agreement and
shall exercise all due diligence in carrying out its duties and obligations under this
Agreement. The TSP agrees that they will preserve the documents and data in
accordance with the legal/regulatory obligation of the Bank in this regard.
c) TSP agrees that they shall always have commitment for social action and
capacity building, which shall be non-discriminative, secular, non-exploitative and
transparent.
d) TSP is fully aware that public shall have the freedom to use banking facilities by
approaching the Bank directly even though the TSP is available in their locality.
Hence the TSP shall not directly or indirectly convey or create an impression
among the public that the Bank cannot be approached other than through the
TSP.
e) While the TSP can act for more than one Bank, TSP shall at the point of customer
interface or at retail outlet, represent and provide banking services of one bank
only. TSP shall also ensure that customer data base and accounts details are kept
separate and there is no comingling of data.
f) TSP shall not introduce any product/ process without the written approval of the
Bank. TSP also agrees that the financial services offered by the retail outlets/ sub-
agents of the TSP shall not be tied to the sale of any product of the TSP.
g) TSP shall not adopt any restrictive practice such as offering savings or
remittance functions only to its own customers and forced bundling of services
offered by the TSP. TSP shall undertake the activities at places other than the Bank
premises/ ATMs.
5. Confidentiality :
a) TSP is aware that all information disclosed to the TSP by the Bank and/or
accessed by TSP or its agents and all records, accounts, documents maintained
by TSP are confidential in nature and having regard to the sensitive nature of the
information and records, specifically agrees to maintain secrecy and
confidentially of all the information and records, accounts in respect of the
outsourced services in the same manner & degree of care as TSP would ensure for
its own confidential & sensitive information. TSP shall ensure that appropriate and
suitable undertaking / agreements are obtained and maintained from its
employees, agents, representatives and Sub-Contractors as the case may be to
ensure compliance with confidentiality obligations of TSP.

b) TSP agrees to indemnify and hereby keeps the Bank indemnified against all
actions, claims, loss, damages, costs, charges, expenses (including Attorney /
Advocate fees and legal expenses) which the Bank may suffer or incur on
account of breach of confidentiality obligations as per clause 5(a) above by TSP
or its employees, agents, representatives, Sub-Contractors. TSP further agrees to
make good the loss suffered by the Bank upon first demand by the Bank which
shall be final, conclusive and binding on TSP.
c) TSP specifically agrees that the confidentiality obligations of the TSP in terms of
this agreement shall survive termination of this agreement.
6. RELATIONSHIP BETWEEN THE PARTIES.
a) It is specifically agreed that this arrangement is on a principal to principal basis

and on a non-exclusive basis and shall not be deemed to be the Agent of the
Bank except in respect of the transactions/services which give rise to Principal
Agent relationship having regard to the nature of the transactions or by
implication. TSP shall perform its obligations under this Agreement as an
independent party. Neither this Agreement nor the TSP’s performance of
obligations under this Agreement shall create an association, partnership, joint
venture, or relationship of principal and agent, principal employer-contractor,
master and servant, or employer and employee, between the Bank and the TSP
or its employees, its Sub Agents.
b) The TSP has agreed to employ his/her/its/their own workmen for providing
services under this agreement. The employees of TSP/or its agents will be under
the total control, both administrative and supervisory, of the TSP.
c) The TSP can have similar arrangements with other banks through the same
employees at the point of customer interface if the technology available with
such other banks, who have also appointed the TSP to render services similar to all
or any of the services provided under this agreement:
i. Support interoperability ,
ii. The transactions and authentications of such retail outlets or sub-agents of the
TSP are carried out on-line,
iii. The transactions are carried out on Core Banking Solution (CBS) platform; and
iv. Such other Banks follow the same standard operating procedures to be
advised by the Indian Banks’ Association.
d) Neither TSP nor its employees, agents, representatives, Sub-Contractors shall

hold out or represent as agents of the Bank.

e) In the event any legal proceedings are initiated by the employees, staff,
agents of the TSP against the Bank or the Bank is made a party in any
proceedings, the TSP shall implead itself as a party therein and ensure that the
claim/case against the Bank is defended/extinguished/ dismissed immediately.
All costs and expenses in this regard including Attorney’s fees shall be borne by
the TSP. The TSP shall indemnify and keep indemnified by the Bank in this regard
to the full extent.
f) The TSP shall verify the antecedents of the personnel it desires to engage for
provision of the Services and shall ensure that it does not engage or continue to
engage any person with a criminal record / conviction and shall bar any such
person from participating directly or indirectly in the provision of Services.
7. Compliance of Laws
a) TSP hereby agrees and declares that it shall be the sole responsibility of TSP to
comply with the provisions of all the applicable laws, concerning or in relation to
rendering of services by TSP as envisaged under this agreement.
b) TSP shall procure and maintain all necessary licenses, permissions, approvals
from the relevant authorities under the applicable laws throughout the currency
of this agreement.
c) TSP shall be solely liable & responsible for compliance of applicable Labour Laws
in respect of its employees, agents, representatives and Sub-Contractors and in
particular Laws relating to terminal benefits such as Pension, Gratuity, Provident
Fund, Bonus or other benefits to which they may be entitled and the Bank shall
have no liability in this regard.
d) The TSP shall, on demand by the Bank, produce any document in proof of
statutory payment payable by the TSP in compliance of the provision of any labour
or other statute, and supply copies of the same as may be required by the Bank.
e) TSP hereby represents and warrants that it has full authority to enter into this
Agreement and render the services as envisaged under this agreement and all
Corporate or other necessary approvals have been obtained for entering into this
Agreement with the Bank. Further, the persons executing this agreement on
behalf of the TSP have full authority and power to execute this agreement and
bind TSP.
f) TSP shall not violate any proprietary and intellectual property rights of Bank and
/ or any third party, including without limitation, confidential relationships, patent,
trade secrets, copyright and any other proprietary rights.
8. Fees, Taxes Duties & Payments:

a) TSP shall be paid fees and commission in the manner detailed in Schedule ‘B’
hereunder written subject to deduction of TDS thereon wherever required under
the provisions of the Income Tax Act, etc. by the Bank.
b) All other taxes including GST, duties and other charges which may levied shall
be borne by the TSP and the Bank shall not be liable for the same. No costs /
expenses shall be payable/ reimbursed by the Bank against conveyance,
traveling expenses, boarding, lodging, out of pocket expenses, liaising etc.
c) The TSP shall not demand, collect/recover any commission/service charges or

other monies from the Customers, directly for the services rendered by them.
d) All expenses, stamp duty and other charges expenses in connection with
execution of this agreement shall be borne by TSP.
e) In case of customer complaints, deficiency in service on the part of TSP etc.,

the Bank shall be within its rights to withhold or demand return of the fees,
commission paid.
9. General Indemnity and Liability :
a) TSP agrees and hereby keeps the Bank indemnified against all claims, actions,
loss, damages, costs, expenses, charges, including legal expenses (Attorney,
Advocates fees included) which the Bank may suffer or incur on account of any
deficiency in services rendered by TSP or any acts of commission / omission on the
part of employees, agents, representatives or Sub-Contractors of TSP. TSP agrees
to make good the loss suffered by the Bank on first demand made by the Bank in
this regard which shall be final conclusive and binding on TSP.
b) TSP shall be liable under the relevant statute, civil and/ or criminal as the case
may be, for any malicious acts, negligent acts, wrongful acts, fraudulent acts
and/ or offline transactions committed (including those committed by any of its
employees, agents, representatives and/or sub-contractors) in the performance
of the Services under this Agreement and shall not be deemed to be acting on or
behalf of the Bank in any manner whatsoever to the extent of such acts and/or
transactions.
10. Security Deposit
The TSP shall deposit with the Bank an amount of ……………………………….. or a

Bank guarantee for the equal amount in lieu of the Security Deposit or any the
amount that shall be arrived at mutually, to be given as security as and by way of
a deposit or security for the due performance and observance by the TSP of all
the stipulations, conditions and agreements contained in the Contract.

11. Term & Termination
(A) The agreement shall be valid for a period of _____ year from the date of its
execution and may be renewed for such further periods as may be mutually
agreed between the parties.
The Bank as well as TSP shall have right to terminate the agreement by giving a
month’s notice in writing to the other party. In the event of termination of the
agreement by TSP, all records, information including documents, etc., shall be
returned by TSP to the Bank as per instructions of the Bank.
The Bank shall have a right to terminate the agreement immediately by giving a
notice in writing to TSP in the following eventualities:
a) If any Receiver/Liquidator is appointed in connection with the business of the

TSP or TSP transfers substantial assets in favour of its creditors or any orders /
directions are issued by any Authority / Regulator which has the effect of
suspension of the business of TSP.
b) If TSP applies to the Court/Tribunal or passes a resolution for voluntary winding

up/insolvency resolution etc. of TSP or any other creditor / person files a petition
for winding up or dissolution/insolvency resolution of TSP.
c) If TSP in the reasonable opinion of the Bank is unable to pay its debts or
discharge its liabilities in normal course of business.
d) If TSP is unable to render the services upto the mark as envisaged under this
agreement upon a reasonable assessment of the circumstances by the Bank
which affect rendering of the services by TSP as envisaged under this agreement.
e) If any officer/employee/director of TSP or their relatives as defined in Section

2(77) of the Companies Act, 2013 becomes a director/officer or employee of the
Bank
(B) Notwithstanding anything contained herein, the bank reserves it right to

terminate the agreement immediately without assigning any reason.
In the event of the termination of the agreement by either party pursuant to clause
___ hereinabove, TSP shall be liable and responsible to return all records and
information in its possession.
12. Micro ATMs:

(I) Bank will provide the TSP with a specific model of Micro ATM where proprietary
application of the Bank will be uploaded for undertaking various banking
transactions on the terms stipulated hereunder.
(II) All Services stipulated hereunder shall be provided by the TSP to the customers
solely through the Micro ATM and the TSP shall not in any circumstance undertake
any off-line transactions. In the event the TSP is found and/or discovered doing
any such malicious/wrong/fraudulent acts and/or offline transactions, it shall be
liable and charged for such civil/penal and criminal acts in terms of any laws in
force and will not be deemed to be acting on or behalf of the Bank in any manner
whatsoever.
13. Governing Laws & Jurisdiction:
a) The agreement shall be governed and construed in accordance with the Laws
of Republic of India.
b) The parties agree to submit to the jurisdiction of the appropriate court in India
in connection with any dispute between the parties under the agreement.
(Mediation & Arbitration can be considered as an alternative to Court remedies)
Notices : Any notice, invoice, approval, advice, report or any other

communication required to be given under this Agreement shall be in writing and
may be given by delivering the same by hand or sending the same by prepaid
registered mail, telegram or facsimile to the relevant address sent forth below or
such other address as each Party may notify in writing to the other Party from time
to time. Any such notice given as aforesaid shall be deemed to be served or
received at the time upon delivery (if delivered by hand) or upon actual receipt
(if given by facsimile) or _________clear days after posting.
Address for Notice / Address for Notice /
Correspondence Correspondence
with the Bank for TSP
14. Miscellaneous :
a) Any provision of this Agreement may be amended or waived, if, and only if such
amendment or waiver is in writing and signed, in the case of an amendment by
each party, or in this case of a waiver, by the Party against whom the waiver is to
be effective.

b) No failure or delay by any party in exercising any right, power or privilege

hereunder shall operate as a waiver thereof nor shall any single or partial exercise
of any other right, power of privilege. The rights and remedies herein provided
shall be cumulative and not exclusive of any rights or remedies provided by law.
c) This Agreement constitutes the entire agreement between the Parties with
respect to the subject matter hereof and supersedes all prior written agreements,
undertakings, understandings and negotiations, both written and oral, between
the Parties with respect to the subject matter of the Agreement. No
representation, inducement, promise, understanding, condition or warranty not
set forth herein has been made or relied upon by any party hereto.
d) Neither this agreement nor any provision hereof is intended to confer upon any
person/s other than the Parties to this Agreement any rights or remedies
hereunder.
e) The TSP shall execute and deliver such additional documents and perform such
additional actions, as may be necessary, appropriate or reasonably requested to
carry out or evidence the transactions contemplated hereby.
f) The invalidity or unenforceability of any provisions of this Agreement in any

jurisdiction shall not affect the validity, legality or enforceability of the remainder
of this Agreement in such jurisdiction or the validity, legality or enforceability of this
Agreement, including any such provision, in any other jurisdiction, it being
intended that all rights and obligations of the Parties hereunder shall be
enforceable to the fullest extent permitted by law.
g) In case of any change in applicable laws in India that has an effect on the
terms of this Agreement, the parties agree that the Agreement may be reviewed,
and if deemed necessary by the Parties, renegotiated in good faith.
h) The captions herein are included for convenience of reference only and shall
be ignored in the construction or interpretation thereof.
i) If this Agreement is signed in counterparts, each counterpart shall be deemed

to be an original.
j) The TSP shall not assign or transfer all or any of its rights, benefits or obligations
under this Agreement without the approval of the ____Bank. The Bank _____ may,
at any time, assign or transfer all or any of its rights, benefits and obligations under
this Agreement.
k) The TSP agrees that they shall not use the logo, trademark, copy rights of other
proprietary rights of the Bank in any advertisement or publicity materials or any

other written communication with any other party, without the prior written
consent of the Bank.
l) This Agreement shall not be construed as joint venture. Each party shall be
responsible for all its obligations towards its respective employees. No employee
of any of the two parties shall claim to be employee of other party.
SCHEDULE `A’
(Details of specific services & products to be rendered by TSP be shared under

Schedule ‘A’)
(A) TSP activities:
a) Enrollment of customers, including collection of biometric and other details,

provide card (lD Card, Debit Card, Credit Card), PIN.
b) Provide transaction facility
(i) Deposit of money in on account with any bank
(ii) Withdrawal of money from on account with any bank
(iii) Remittances from on account with a bonk to an account with the some
or any other bank
(iv) Balance Enquiry and issue Receipts/ Statement of Accounts.
c) Disbursal of credit facilities to borrowers involving small amounts strictly as per

the instructions of the Bank.
(B) Other activities:
a) Identification of borrowers and classification of activities as per their

requirements.
b) Collection and primo facie scrutiny of loan applications including verification

of primary data.
c) Creating awareness about savings and other products offered by the Bank and
education and advice on managing money & debt counseling.
d) Preliminary scrutiny of data and submission of applications to the Bank for its
review.
e) Promotion, nurturing, monitoring and handholding of Self Help Groups and/or

Joint Liability Groups and/or Credit Groups and others.

f) Sole of third party financial products with prior approval of the concerned Bonk.
g) PMJDY accounts through kiosk banking model
h) Home loans/ Loans Against Property
i) Auto Loan
j) Loans against TDR/NSC/KVP etc.
k) Gold Loans, SME Loan
l) GCC/KCC
m) Current account and Saving Bank account (other than No Frills Account)
n) Term deposits and Recurring deposits.
Additional products may be added by mutual agreement. Products may be

amended from time to time.
SCHEDULE `B’
(Details of the fees and commission to be paid and the manner in which it will be
paid should be incorporated here)
IN WITNESS WHEREOF, the Parties hereto have executed this Agreement the day
and year first hereinabove written.
For THE BUSINESS CORRESPONDENT / For BANK___________________
BUSINESS FACILITATOR (Bank)

Annexure –XVII (NON-DISCLOSURE AGREEMENT)
Rs. 100 Indian Non-judicial Stamp paper to be used.
THIS NON-DISCLOSURE AGREEMENT (the “Agreement”) is made at Kolkata

on ____day of ________ 20__ between United Bank of India, a body
corporate constituted under the provisions of Banking companies (Acquisition
and Transfer of Undertakings) Act 1970, and having its Head office at 11,
Hemanta Basu Sarani, Kolkata – 700 001, hereinafter referred to as “Bank”
(which term shall, unless repugnant to the context or meaning hereof, be
deemed to mean and include its successors-in-interest and permitted assigns)
of the ONE PART
And
M/s ____________________________________ (hereinafter referred to as

“_________” which expression shall unless repugnant to the subject or
context thereof, shall mean and include its successors and permitted assigns)
of the OTHER PART;
And Whereas
1. M/s _________________________________________ is carrying on

business of providing _________________________________, has agreed
to _participate in the due diligence exercise and vendor selection exercise in
strict confidence,for the Bank and other related tasks.
2. For purposes of undertaking this evaluation, the parties would need to

disclose certain valuable confidential information to each other. Therefore, in
consideration of covenants and agreements contained herein for the mutual
disclosure of confidential information to each other, and intending to be legally
bound, the parties agree to terms and conditions as set out hereunder.
NOW IT IS HEREBY AGREED BY AND BETWEEN THE PARTIES AS UNDER

1. Confidential Information and Confidential Materials :
(a) “Confidential Information” means non-public information that Disclosing

Party designates as being confidential or which, under the circumstances
surrounding disclosure ought to be treated as confidential. “Confidential
Information” includes, without limitation, information relating to installed or
purchased Disclosing Party software or hardware products, the information
relating to general architecture of Disclosing Party’s network, information
relating to nature and content of data stored within network or in any other
storage media, Disclosing Party’s business policies, practices, methodology,
policy design delivery, and information received from others that Disclosing
Party is obligated to treat as confidential. Confidential Information disclosed
to Receiving Party by any Disclosing Party Subsidiary and/ or agents is covered
by this agreement
(b) Confidential Information shall not include any information that: (i) is or
subsequently becomes publicly available without Receiving Party’s breach of
any obligation owed to Disclosing party; (ii) becomes known to Receiving Party
prior to Disclosing Party’s disclosure of such information to Receiving Party;
(iii) became known to Receiving Party from a source other than Disclosing
Party other than by the breach of an obligation of confidentiality owed to
Disclosing Party; or (iv) is independently developed by Receiving Party.
(c) “Confidential Materials” shall mean all tangible materials containing

Confidential Information, including without limitation written or printed
documents and computer disks or tapes, whether machine or user readable.
2. Restrictions
(a) Each party shall treat as confidential the Contract and any and all
information (“confidential information”) obtained from the other pursuant to
the Contract and shall not divulge such information to any person (except to
such party’s own employees and other persons and then only to those
employees and persons who need to know the same) without the other party’s
written consent provided that this clause shall not extend to information which
was rightfully in the possession of such party prior to the commencement of
the negotiations leading to the Contract, which is already public knowledge or
becomes so at a future date (otherwise than as a result
of a breach of this clause). Receiving Party will have executed or shall execute
appropriate written agreements with its employees and consultants

specifically assigned and/or otherwise, sufficient to enable it to comply with

all the provisions of this Agreement. If the Contractor shall appoint any Sub-
Contractor then the Contractor may disclose confidential information to such
Sub-Contractor subject to such Sub Contractor giving the Customer an
undertaking in similar terms to the provisions of this clause.
(b) Receiving Party may disclose Confidential Information in accordance with

judicial or other governmental order to the intended recipients (as detailed in
this clause), provided Receiving Party shall give Disclosing Party reasonable
notice prior to such disclosure and shall comply with any applicable protective
order or equivalent. The intended recipients for this purpose are:
(1) the statutory auditors of the Customer and
(2) Regulatory authorities regulating the affairs of the Customer and

inspectors and supervisory bodies thereof
(c) The foregoing obligations as to confidentiality shall survive any termination

of this Agreement
(d) Confidential Information and Confidential Material may be disclosed,

reproduced, summarized or distributed only in pursuance of Receiving Party’s
business relationship with Disclosing Party, and only as otherwise provided
hereunder. Receiving Party agrees to segregate all such Confidential Material
from the confidential material of others in order to prevent mixing.
(e) Receiving Party may not reverse engineer, decompile or disassemble any
software disclosed to Receiving Party.
3. Rights and Remedies
(a) Receiving Party shall notify Disclosing Party immediately upon discovery
of any unauthorized used or disclosure of Confidential Information and/ or
Confidential Materials, or any other breach of this Agreement by Receiving
Party, and will cooperate with Disclosing Party in every reasonable way to help
Disclosing Party regain possession of the Confidential Information and/
or Confidential Materials and prevent its further unauthorized use.
(b) Receiving Party shall return all originals, copies, reproductions and
summaries of Confidential Information or Confidential Materials at Disclosing
Party’s request, or at Disclosing Party’s option, certify destruction of the same.
(c) Receiving Party acknowledges that monetary damages may not be the only
and / or a sufficient remedy for unauthorized disclosure of Confidential
Information and that disclosing party shall be entitled, without waiving any
other rights or remedies (as listed below), to injunctive or equitable relief as
may be deemed proper by a Court of competent jurisdiction.
I. Suspension of access privileges

II. Change of personnel assigned to the job
III. Financial liability for actual, consequential or incidental damages
IV. Termination of contract
(d) Disclosing Party may visit Receiving Party’s premises, with reasonable
prior notice and during normal business hours, to review Receiving Party’s
compliance with the term of this Agreement.
4. Miscellaneous
(a) All Confidential Information and Confidential Materials are and shall remain
the property of Disclosing Party. By disclosing information to Receiving Party,
Disclosing Party does not grant any expressed or implied right to Receiving
Party to disclose information under the Disclosing Party patents, copyrights,
trademarks, or trade secret information.
(b) Any software and documentation provided under this Agreement is

provided with RESTRICTED RIGHTS.
(c) Neither party grants to the other party any license, by implication or
otherwise, to use the Confidential Information, other than for the limited
purpose of evaluating or advancing a business relationship between the
parties, or any license rights whatsoever in any patent, copyright or other
intellectual property rights pertaining to the Confidential Information.
(d) The terms of Confidentiality under this Agreement shall not be construed
to limit either party’s right to independently develop or acquire product
without use of the other party’s Confidential Information. Further, either party
shall be free to use for any purpose the residuals resulting from access
to or work with such Confidential Information, provided that such party shall
maintain the confidentiality of the Confidential Information as provided herein.
The term “residuals” means information in non-tangible form, which
may be retained by person who has had access to the Confidential
Information, including ideas, concepts, know-how or techniques contained
therein. Neither party shall have any obligation to limit or restrict the
assignment of such persons or to pay royalties for any work resulting from
the use of residuals. However, the foregoing shall not be deemed to grant to
either party a license under the other party’s copyrights or patents.
(e) This Agreement constitutes the entire agreement between the parties with
respect to the subject matter hereof. It shall not be modified except by

a written agreement dated subsequently to the date of this Agreement and

signed by both parties. None of the provisions of this Agreement shall be
deemed to have been waived by any act or acquiescence on the part of
Disclosing Party, its agents, or employees, except by an instrument in writing
signed by an authorized officer of Disclosing Party. No waiver of any
provision of this Agreement shall constitute a waiver of any other provision(s)
or of the same provision on another occasion.
(f) In case of any dispute, both the parties agree for neutral third party
arbitration. 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.
The said proceedings shall be conducted in English language at Kolkata and in
accordance with the provisions of Indian Arbitration and Conciliation Act 1996
or any Amendments or Re-enactments thereto.
(g) Subject to the limitations set forth in this Agreement, this Agreement will
inure to the benefit of and be binding upon the parties, their successors and
assigns.
(h) If any provision of this Agreement shall be held by a court of competent

jurisdiction to be illegal, invalid or unenforceable, the remaining provisions
shall remain in full force and effect.
(i) All obligations created by this Agreement shall survive change or

termination of the parties’ business relationship.
5. Suggestions and Feedback
(a) Either party from time to time may provide suggestions, comments or
other feedback to the other party with respect to Confidential Information
provided originally by the other party (hereinafter “feedback”). Both party
agree that all Feedback is and shall be entirely voluntary and shall not in
absence of separate agreement, create any confidentially obligation for the
receiving party. However, the Receiving Party shall not disclose the source of
any feedback without the providing party’s consent. Feedback shall be clearly
designated as such and, except as otherwise provided herein, each party shall
be free to disclose and use such Feedback as it sees fit, entirely without
obligation of any kind to other party. The foregoing shall not,
however, affect either party’s obligations hereunder with respect to

Confidential Information of other party.
For and on behalf of ___________________________

Name Seal of the Organization
Designation
Place
Signature
Witness 1 Witness 2
Signature Signature
Name & Address Name & Address

Annexure –XVIII (PRE-BID FORMAT)
Pre bid query format (Soft Copy in Excel only)
To Date DD-MM-YYYY
Assistant General Manager (RRB),
12th Floor, RRB Department,
11, Hemanta Basu Sarani,
Kolkata – 700001
Dear Sir,
REF: Tender Ref No.: Tu-RRB 01/2019, dated: 26/11/2019
Name of the Bidder:

Sl.No. Section & Clause Ref. Page No. RFP Text Query
No./Annexure No/Appendix
No
Yours faithfully,
(Authorized Signatory)
Name:
Designation:

United BOI - FI Switch

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Request for Proposal

Tender Reference No: Date of Issue:

United Bank of India

Tender Reference No.Tu-RRB 01/2019 Page 2 of 127

ANNEXURE-III BUSINESS FACILITATION COMMISSION (NON-TCO)......................................... 71

Tender Reference No.Tu-RRB 01/2019 Page 3 of 127

Tender Reference No.Tu-RRB 01/2019 Page 4 of 127

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2.5. “Bank Mitra/BCA” means Business Correspondent Agent appointed by BC

2.12. “FI / FI Implementation” means extending financial services through branchless

Tender Reference No.Tu-RRB 01/2019 Page 6 of 127

2.17. “NPCI” means National Payment Corporation of India.

2.18. “RBI’ means Reserve Bank of India.

2.20. “RFP” means this Request for Proposal.

2.21. “UIDAI” means Unique Identification Authority of India.

3. REQUEST FOR PROPOSAL (RFP)

Tender Reference No.Tu-RRB 01/2019 Page 7 of 127

3.2. The time schedule for various activities is listed below:

Bid Reference No. TU-RRB 01/2019

Date of RFP issue 26/11/2019

Application Money ₹ 5,000/- (Rupees Five Thousand Only)

Date & Time for pre-bid meeting 04/12/2019 03:30 PM

Tender Reference No.Tu-RRB 01/2019 Page 8 of 127

Tender Reference No.Tu-RRB 01/2019 Page 9 of 127

account of anything contained in this RFP or otherwise, including the accuracy,

3.4. AMENDMENT OF BIDDING DOCUMENT

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connectivity, database , Aggregation server, middleware, performance testing,

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l.No. Criteria Supporting Documents Remarks

1. Bidder should be a registered Copy of the Certificate of

2. Bidder should have Audited Financial Statements

b) Positive Net worth in three

Tender Reference No.Tu-RRB 01/2019 Page 14 of 127

l.No. Criteria Supporting Documents Remarks

EBT, DBT, Debit/ Credit Card

b) The bidder should have the

c) The bidder should have the

Tender Reference No.Tu-RRB 01/2019 Page 15 of 127

l.No. Criteria Supporting Documents Remarks

points in a single Bank / single

4. Bidder should have strong Documentary proof of projects

5. The bidder should be Original An authorization letter from

7. Bidder should be capable of Bidder to furnish brief write up

Tender Reference No.Tu-RRB 01/2019 Page 16 of 127

l.No. Criteria Supporting Documents Remarks

the direction of Government of

8. Neither the bidder nor its Undertaking letter as per

9. Bidder is willing to take up Undertaking letter as per

10. The bidder should not have been A self-declaration by the

11. Submission of duly signed Integrity Annexure-IX

Tender Reference No.Tu-RRB 01/2019 Page 17 of 127

 In a tender, either the Indian agent on behalf of the Principal/OEM or

6.1.2. The consortium leader/prime bidder must explicitly assume personal

6.1.3. An entity is not allowed to be part/consortium partner of two consortium

6.2. If the Bidder is not a manufacturer (Hardware / Software) he should provide

7. TARGET GROUP and PROJECTION OF RRB

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9. RESPONSIBILITIES OF THE BIDDER

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