Closed Request for Proposal (RFP)

Customer Relationship Management

(CRM)
Solution for
Export Import Bank of India (India EXIM Bank)

E-Tender Reference No: EXIM/RFP/2022-23/03

Head Office:
Center One Building, 21st Floor, World Trade Centre Complex,
Cuffe Parade, Mumbai – 400 005

1|Page
 INDEX
SR NO. DESCRIPTION PAGE NO
1 Document Checklist 3
2 Quotation Bid Notice 4
3 General Tender Details 5
4 Mandatory information required for pre-qualification of the Bidder 7
5 Information for Bidders 8
6 Conditions for Micro, Small and Medium Enterprises (MSMEs) 9
7 General Conditions of RFP 11
8 Introduction and Scope of Work 15
9 Scoring Model 34
10 Evaluation of Bids 35
11 Annexures 37

2|Page
 Document Checklist

Remark
(uploaded
Sr No Documents
document
name/details)
1 RFP signed by authorised person on bidder’s letter head
2 Proposed solution details - Presentation
3 Certificate of Incorporation
4 GSTIN Registration details
5 ANNEXURE I - INSTRUCTIONS TO BIDDERS
6 ANNEXURE II - E-TENDERING PROCESS COMPLIANCE STATEMENT
7 ANNEXURE III - BID SUBMISSION COVERING LETTER
8 ANNEXURE IV - UNDERTAKING FROM THE BIDDER
9 ANNEXURE V - SELF - DECLARATION FOR COMPLIANCE
10 ANNEXURE VI - DECLARATION FOR ACCEPTANCE OF RFP TERMS
AND CONDITIONS
11 ANNEXURE VII - DECLARATION FOR ACCEPTANCE OF SCOPE OF
WORK
12 ANNEXURE VIII - DECLARATION FOR CLEAN TRACK RECORD - 100 Rs
stamp paper
13 Annexure IX - IMPLEMENTATION METHODOLOGY - Presentation
14 Annexure X - PAST EXPERIENCE
15 Annexure XI - BILL OF MATERIAL
16 Annexure XII - COMMERCIAL PROPOSAL
17 Annexure XIII - CUSTOMER SATISFACTION CERTIFICATE - On client
letter head or email
18 Annexure XIV - ELIGIBILITY CRITERIA OF THE BIDDER
19 Annexure XV - STATEMENT OF NIL DEVIATIONS
20 Annexure-XVI - LETTER OF COMPETENCE FORMAT - 100 Rs stamp
paper
21 Annexure XVII - NON – DISCLOSURE AGREEMENT - 100 Rs stamp
paper
22 Annexure XVIII - INTEGRITY PACT - 500 Rs stamp paper
23 Annexure XIX - PROPOSED SOLUTION LICENSING MODEL AND
UPGRADES
24 Annexure XX - PROPOSED SOLUTION GENERAL ARCHITECTURE
DETAILS
25 Annexure XXI - TECHNICAL COMPLIANCE
26 Annexure XXII - PRE-BID QUERY FORMAT

3|Page
 QUOTATION BID NOTICE

Export-Import Bank of India (EXIM Bank), a corporation established under the Act Export-Import Bank
of India, 1981 and having its registered office at 21st Floor, World Trade Centre Complex, Cuffe
Parade, Mumbai 400 005 invites bids from eligible bidders for “Closed Request for Proposal (RFP) for
Customer Relationship Management Solution for Export Import Bank of India ".

1. The mode of tendering is through e-Tendering. E-Tendering is the process by which the
physical tendering activity is carried out using internet and associated technologies in a faster
and secure environment.

2. Vendor registration can be done online by opening Website:

https://eximbankindiatenders.procuretiger.com Click on “New Bidder Registration” link,
create User Id and Password and attach your Digital certificate.

3. Tender document will be allowed for download from above web site after successful vendor
registration (hard copies of the tender document will not be provided) and submission of
tender document cost.

4. CONTACT INFORMATION FOR E-TENDER PROCESS

E-Procurement Technologies Limited

801 – Wall Street – II

Opposite Orient Club near Gujarat College,
Ellis Bridge, Ahmedabad – 380 006
Gujarat, India
Landline Numbers: 079 6813 6857/ 6848/ 6842/ 6820/ 6880/ 6837/ 6895
Primary Contact Numbers: - M: - 9081000427/ 09904406300
E-mail ID: [email protected], [email protected], [email protected], [email protected]

5. EXIM Bank reserves the right to accept or reject in part or full any or all the offers without
assigning any reasons there for.

4|Page
 GENERAL TENDER DETAILS

Tender Document for Closed Request for Proposal (RFP) for Customer
Relationship Management Solution for Export
Import Bank of India
Tender Reference No. EXIM/RFP/2022-23/03
Last date for acceptance of IP April 27, 2022, 05:00 PM
Agreement
Place of Submission of IP Agreement Export Import Bank of India,
original document and pre bid Center One Building, 21st Floor, World Trade Centre
meeting location. Complex, Cuffe Parade, Mumbai 400 005.
Date of Online Notice April 08, 2022, 5:00 PM
Document Downloading Start Date April 08, 2022, 5:00 PM
Pre-Bid Meeting Date April 18, 2022, 3:00 PM
Document Downloading End Date April 27, 2022, 5:00 PM
Last Date and Time For April 28, 2022, 2:00 PM
Submission
Opening of Tender April 28, 2022, 3:00 PM
Address for communication As above Ph. 022-22172831
E-Mail: [email protected]
[email protected]
Place of Receipt of E-Tender https://eximbankindiatenders.procuretiger.com

Note: Commercial bids will be opened online only. E-Tendering is the simulation of the manual
tendering process on the internet. I.e. the eligible Bidders / Service Providers can log on to the
internet site specified using a unique username and password and place their Technical &
Commercial bids.

The eligible Bidders will be trained by M/s e-Procurement Technologies Ltd. (Abc Procure)
personnel on the methodology of submitting the bids online using a special digital signature /
electronic key / password at the date and time specified. The bids placed by the Bidders are
confidential and will be opened by the authorized EXIM Bank officials. No other person can gain
access to the information regarding the bids, which is confidential and encrypted in nature.

Minimum requirement for e-tender participation:

1. Computer / Laptop with internet connection
2. Operating system – Windows 7/ Windows 10

5|Page
 3. Digital certificate - Class II or III, signing + Encryption, and it should be organizational
certificate only
4. Vendor registration can be done online by opening Website:
https://eximbankindiatenders.procuretiger.com Click on “New Bidder Registration” link,
create User Id and Password and attach your Digital certificate.

For any clarification kindly contact –

E-Procurement Technologies Limited

801 – Wall Street – II

Opposite Orient Club near Gujarat College,
Ellis Bridge, Ahmedabad – 380 006
Gujarat, India
Landline Numbers: 079 6813 6857/ 6848/ 6842/ 6820/ 6880/ 6837/ 6895
Primary Contact Numbers: - M: - 9081000427/ 09904406300
E-mail ID: [email protected], [email protected], [email protected], [email protected]

6|Page
 Mandatory information required for pre-qualification of the Bidder

I/We confirm that to the best of our knowledge this information is authentic and accept that any
deliberate concealment will amount to disqualification at any stage.

Contents Particulars Details

1. Name of the Firm
2. Name of the Proprietor,
Partners/Directors
A (Mobile No.)
B (Mobile No.)
3. Office Telephone Nos.
a.
b.
c.
4. Head Office Address

5. Email Address
a.
b.
6. Year of Establishment
7. Registration No. and Date of Registration

8. Status of the firm

(Proprietor/Partnership/Co. etc.)

9. Name of Bankers a.
b.
10. PAN Card No.
11. GST No.

Seal and Signature of the document to be uploaded on the E-tender portal.

Date :
Place :
Note :

7|Page
 INFORMATION FOR BIDDERS

1. Bids shall be submitted online only at website:

https://eximbankindiatenders.procuretiger.com/EPROC/

2. The bidders can enrol themselves on the website:

https://eximbankindiatenders.procuretiger.com/. Possession of a Valid Class II/III Digital
Signature Certificate (DSC) in the form of smart card/e-token in the Company's name is a
prerequisite for registration and participating in the bid submission activities through this web
site.

3. The tenderers should have Digital Signature Certificate (DSC) for filling up the Bids. The person
signing the tender documents should be authorized for submitting the online e tender.

4. Please go through the tender advertisement and the tender document carefully to
understand the documents required to be submitted as part of the bid.

5. Bidder, in advance, should get ready the bid documents to be submitted as indicated in the
tender document / schedule and generally, they can be in PDF / XLS / RAR / DWF/JPG formats.
Bid documents may be scanned with 100 dpi with black and white option which helps in
reducing size of the scanned document.

6. Please Make sure all format asked as per Sr No 4 and 5 of tender document are properly
uploaded online Website for E-Procurement
https://eximbankindiatenders.procuretiger.com/

7. This Invitation for Bids is open to all Original Manufacturers/ their Authorized Dealers/
vendors / suppliers to quote on their behalf for this tender as per Manufacturer’s
Authorization Form and Indian Agents of Foreign Principals, if any who possess the qualifying
requirements as specified in the Tender. Any person signing a Tender shall submit
documentary evidence that his signature on the Tender, submitted by him, is legally binding
upon himself, his firm. If it is detected that the person so signing the Tender has no authority
to do so, the Asst General Manager, Exim Bank may, without prejudice to other civil and
criminal remedies, not consider the Tender and hold the signatory liable for all costs and
damages. Bidders should not be associated, or have been associated in the past, directly or
indirectly, with a firm or any of its affiliates which have been engaged by the Purchaser to
provide consulting services for the preparation of the design, specifications, and other
documents to be used for the procurement of the goods to be purchased under this Invitation

8|Page
 of Bids. The bidder or his agent must have an office in India. That the Bidder will assume total
responsibility for the fault-free operation of equipment, application software, if any, and
maintenance during the warranty period and provide necessary maintenance services after
end of warranty period if required. Bidders who meet the criteria given above are subject to
be disqualified, if they have made untrue or false representation in the forms, statements and
attachments submitted in poof of the qualification requirements or have a record of poor
performance, not properly completing the contract, inordinate delays in completion or
financial failure, etc. The Bidder should be a manufacturer, or their dealer specifically
authorized by the manufacturer to quote on their behalf of this tender as per manufacturer
authorization form and Indian agents of foreign principals, if any who must have designed,
manufactured, tested and supplied the equipment(s) similar to the type specified in the
“Technical Specification”. Such equipment must be of the most recent series/models
incorporating the latest improvements in design. The models should be in successful
operation for at least one year as on date of Bid Opening in India and is engaged in R&D
activities.

CONDITIONS FOR MICRO, SMALL AND MEDIUM ENTERPRISES (MSMEs)

1. As per Public Procurement policy (PPP) for Micro & Small Enterprises (MSEs) Order, 2012
issued vide Gazette Notification dated 23.03.2012 by Ministry of Micro, Small and Medium
Enterprises of Govt. of India, MSEs must be registered with any of the following in order to
avail the benefits / preference available vide Public Procurement Policy MSEs Order, 2012.

a. District Industries Centers (DIC)

b. Khadi and Village Industries Commission (KVIC)
c. Khadi and Village Industries Board
d. Coir Board
e. National Small Industries Corporation (NSIC)
f. Directorate of Handicraft and Handloom
g. Any other body specified by Ministry of MSME (MoMSME)
h. Udyog Aadhaar Acknowledgment/ Udyog Aadhaar Memorandum issued by
MoMSME.

2. MSEs participating in the tender must submit valid & authorized copy of certificate of
registration with any one of the above agencies. In case of bidders submitting DIC registration
certificate shall attach original notarized copy of the DIC certificate. The MSE’s Bidder to note
and ensure that nature of services and goods/items manufactured mentioned in MSE’s
certificate matches with the nature of the services and goods /items to be supplied as per

9|Page
 Tender.

3. The registration certificate issued from any one of the above agencies must be valid as on Bid
closing date of the tender. Bidder shall ensure validity of registration certificate in case bid
closing date is extended.

4. The MSMEs who have applied for registration or renewal of registration with any of the above
agencies/bodies but have not obtained the valid certificate as on close date of the tender, are
not eligible for exemption/preference.

5. The MSMEs registered with above mentioned agencies /bodies are exempted from payment
of Earnest Money Deposit (EMD) & tender fees.

Relaxation of Norms for Micro & Small Enterprises (MSMEs):

a. Pre-qualification criteria with respect to Prior Turnover and Prior experience may be
relaxed for Micro & Small Enterprises as per GOI guidelines subject to meeting of
quality and technical specifications.

b. However, there may be circumstances like procurement of items/services related to

public safety, health, critical security operations and equipment, etc., wherein EXIM
Bank reserves the right to not consider relaxation of Prior Turnover and Prior
Experience for Micro and Small Enterprises as per GOI guidelines.

10 | P a g e
 GENERAL CONDITIONS OF RFP

The Bidder is required to give confirmation of their acceptance of the General Conditions of the
Request for Proposal mentioned below which will automatically be considered as part of the Contract
concluded with the successful Bidder (i.e. Seller in the Contract) as selected by the Buyer. Failure to
do so may result in rejection of the Bid submitted by the Bidder.

1. Law: The Contract shall be considered and made in accordance with the laws of the Republic of
India. The contract shall be governed by and interpreted in accordance with the laws of the
Republic of India.

2. Effective Date of the Contract: The contract shall come into effect on the date of signatures of
both the parties on the contract (Effective Date) and shall remain valid until the completion of the
obligations of the parties under the contract. The deliveries and supplies and performance of the
services shall commence from the effective date of the contract.

3. Standard Arbitration Clause: All disputes or differences arising out of or in connection with the
present contract including the one connected with the validity of the present contract, or any part
thereof should be settled by bilateral discussions. Any dispute, disagreement of question arising
out of or relating to this contract or relating to construction or performance (except as to any
matter the decision or determination whereof is provided for by these conditions),which cannot
be settled amicably, shall within sixty (60) days or such longer period as may be mutually agreed
upon, from the date on which either party informs the other in writing by a notice that such
dispute, disagreement or question exists, will be referred to a sole Arbitrator. Within sixty (60)
days of the receipt of the said notice, an arbitrator shall be nominated in writing by the authority
agreed upon by the parties. The sole Arbitrator shall have its seat in Mumbai or such other place
in India as may be mutually agreed to between the parties. The arbitration proceedings shall be
conducted under the Indian Arbitration and Conciliation Act, 1996 and the award of such
Arbitration Tribunal shall be enforceable in Indian Courts only. Each party shall bear its own cost
of preparing and presenting its case. The cost of arbitration including the fees and expenses shall
be shared equally by the parties, unless otherwise awarded by the sole arbitrator. The parties
shall continue to perform their respective obligations under this contract during the pendency of
the arbitration proceedings except in so far as such obligations are the subject matter of the said
arbitration proceedings.

(Note - In the event of the parties deciding to refer the dispute/s for adjudication to an Arbitral
Tribunal then one arbitrator each will be appointed by each party and the case will be referred to
the Indian Council of Arbitration (ICADR) for nomination of the third arbitrator. The fees of the

11 | P a g e
 arbitrator appointed by the parties shall be borne by each party and the fees of the third arbitrator,
if appointed, shall be equally shared by the buyer and seller).

4. Penalty for use of Undue influence: The Seller undertakes that he has not given, offered or
promised to give, directly or indirectly, any gift, consideration, reward, commission, fees,
brokerage or inducement to any person in service of the Buyer or otherwise in procuring the
Contracts or forbearing to do or for having done or forborne to do any act in relation to the
obtaining or execution of the present Contract or any other Contract with the Export-Import Bank
of India. Giving or offering of any gift, bribe or inducement or any attempt at any such act on
behalf of the Seller towards any officer/employee of the Buyer or to any other person in a position
to influence any officer/employee of the Buyer for showing any favour in relation to this or any
other contract, shall render the Seller to such liability/ penalty as the Buyer may deem proper,
including but not limited to termination of the contract, imposition of penal damages, forfeiture
of the Bank Guarantee and refund of the amounts paid by the Buyer.

5. Non-disclosure of Contract documents: Except with the written consent of the Buyer/ Seller,
other party shall not disclose the contract or any provision, specification, plan, design, pattern,
sample or information thereof to any third party.

6. Liquidated Damages: In the event of the Seller's failure to submit the Bonds, Guarantees and
Documents, supply the stores/goods and conduct trials, installation of equipment, training, etc.
as specified in this contract, the Buyer may, at his discretion, withhold any payment until the
completion of the contract. The BUYER may also deduct from the SELLER as agreed, liquidated
damages to the sum of 0.5% of the contract price of the delayed/undelivered stores/services
mentioned above for every week of delay or part of a week, subject to the maximum value of
the Liquidated Damages being not higher than 10% of the value of delayed stores/services.

7. Termination of Contract: The Buyer shall have the right to terminate this Contract in part or in
full in any of the following cases:

(a) The Seller is declared bankrupt or becomes insolvent.

(b) The Buyer has noticed that the Seller has utilised the services of any Indian/Foreign
agent in getting this contract and paid any commission to such individual/company etc.
(c) With mutual agreement
(d) As per decision of the Arbitration Tribunal.

12 | P a g e
8. Notices: Any notice required or permitted by the contract shall be written in the English
language and may be delivered personally or may be sent by email, addressed to the last
known address of the party to whom it is sent.

9. Patents and other Industrial Property Rights: The prices stated in the present Contract shall be
deemed to include all amounts payable for the use of patents, copyrights, registered
charges, trademarks and payments for any other industrial property rights. The Seller shall
indemnify the Buyer against all claims from a third party at any time on account of the
infringement of any or all the rights mentioned in the previous paragraphs, whether such claims
arise in respect of manufacture or use. The Seller shall be responsible for the completion of the
supplies including spares, tools, technical literature and training aggregates irrespective of the
fact of infringement of the supplies, irrespective of the fact of infringement of any or all the
rights mentioned above.

10. Amendments: No provision of present Contract shall be changed or modified in any way
(including this provision) either in whole or in part except by an instrument in writing made after
the date of this Contract and signed on behalf of both the parties and which expressly states to
amend the present Contract.

11. Evaluation and Comparison of Bids:

The bidder meeting the General Eligibility Criteria will be considered for technical evaluation.
The Bidder needs to comply with all the eligibility criteria. Non-compliance to any of these criteria
would result in outright rejection of the Bidder’s proposal. The Bidder is expected to provide
proof for each of the points for eligibility evaluation.

The decision of the Bank would be final and binding on all the Bidders to this document. The
Bank may accept or reject an offer without assigning any reason whatsoever. At the sole
discretion and determination of the Bank, the Bank may add any other relevant criteria for
evaluating the proposals received in response to this RFP. The evaluation will be a multi-stage
process. The stages are:

a. General Eligibility
b. technical specification evaluation
c. Commercial evaluation

12. Notices to local bodies:

The Service Provider shall comply with and give all notices required under any law, rule,
regulations or bye laws of parliament, state legislature or local authority relating to works.

13 | P a g e
 13. No Bidder shall contact the Bank on any matter relating to its Bid, from the time of the Bid
opening to the time the Contract is awarded to successful bidder(s).

14. Any effort by a Bidder to influence Bank's Bid evaluation, bid comparison or contract award
decisions may result in the rejection of the Bid.

15. I / We hereby declare that I / We have read and understood the above instructions for the
guidance of the Tenderers. Seal and Signature of the Bidder/s not required since the
document is Digitally Signed.

14 | P a g e
 INTRODUCTION

Export-Import Bank of India [India Exim Bank] was set up in 1981 by an Act of Parliament and
commenced business in March 1982. In its initial years, it engaged in vanilla ECA business, mainly
medium/long term post-shipment credit for project exports, along with some packing credit and
overseas investment finance. With the opening of the Indian economy, it took up finance for export
capability creation, spanning export marketing, R&D, export production, export facilitation etc. Over
the past decade and a half, it has also assumed the role of the GOI’s policy instrument for its economic
diplomacy initiatives viz. Lines of Credit, Buyer’s Credit etc. Information on Bank’s products & services
and past financial performance can be accessed from the Bank’s website: www.eximbankindia.in.

Exim Bank has a network of 10 Regional Offices (ROs) spread across India. The Bank also has 9
overseas representative offices and one London Branch Office.

OBJECTIVE OF THIS RFP:

1. The Bank wants to introduce best-practices and techniques in managing customer base and lead
management. With an objective to improve overall Business Performance. The new technology and
practices in the areas of Customer Relationship Management CRM should enable the Bank to achieve
the objectives of operational efficiency, streamlined processes, workflow automation, Management
Reporting on Real Time basis and repertoire/Archives of previous engagements.

2. A comprehensive and self-contained Customer Relationship Management (CRM) solution

should help automate and manage the customer lifecycle across the Bank. The Bank aims to have
consolidation of customer information into a single repository so the internal teams can better
organize and manage relationships, automates common processes, and provides tools to monitor
performance and productivity.

3. The CRM solution should integrate with the existing systems and Microsoft applications like
SharePoint. The Data ownership will remain at Head Office. Regional Offices should be able to work
on and/or upload data to / download data from CRM, with role-based access.

4. The bidder should have capability to carry out end-to-end implementation of the solution
with expertise in Requirement Analysis, Solution Design, implementation, testing, deployment &
maintenance of CRM Solution in BFSI industry.

15 | P a g e
 SCOPE OF WORK

The Bank prefers to have a CRM Platform which provides an Omni Channel experience in standard
CRM Modules like Customer Management, Lead Management, Service Management and Campaign
Management across the Bank on an integrated platform. The solution stack shall comprise of best of
the breed solutions to meet and exceed the business requirements. Also, the Platform be capable of
adding integrated modules with built-in workflows, reporting, dashboards etc.

Broad Scope

1. All the features in Bank’s current CRM Application has to be included in the proposed solution in
the first production build. Vendor team shall prepare a Business Requirement Document after
studying existing features and workflows present in the current solution so as to ensure all existing
features in the new solution. Standard Modules which shall be present in the solution are

• Customer 360
• Service Request and Complaint Management
• Lead Management
• Workflow Management
• Omni Channel Management
• System shall facilitate easy integration by either providing API or capability to consume
APIs. Integration to be done with different subsystems like CBS (Finacle 10), Website,
Email Gateway, SMS Gateway etc.
• Reporting and Dashboard with Drilldown
• Mobile Client
• Analytics & Artificial Intelligence
• NLP Processing
• Social Media Integration (Facebook, WhatsApp, Instagram etc) Plugin for Lead,
Customer Service & Customer 360 Module
• ETL Module for Data Integration
• Custom Web Portal (For Lead, Customer Service & Campaign Activity) to deploy in
DMZ & Intranet Environment.
• Bilingual functionality (English and Hindi) in customer facing web portal/mobile app.

In addition to the above modules, all other standard modules/functionalities available in the market
presently suited to BFSI sector shall be proposed in the solution along with case studies, functional
specification documents and other documents relevant for showcasing the same.
2. The hardware, software specification, Server Side, Client Side and Network Bandwidth required for
the proposed CRM solution needs to be shared by the bidder in the response. Bidder also need to
share Deployment Model, Software Architecture diagram, Network Architecture Diagram, Schema
Design , Performance Benchmark of the solution, Benchmark of Data Import process of the solution,

16 | P a g e
Product Specifications (Functionality Specification Documents, Brochures, Videos’ etc) , User Manual,
Operations Manual, System Administrator Manuals, Training Materials for end users, Functional
Administrators and Technical Administrators, Case Studies of the proposed version of the software
& USP of the proposed solution.

3. Bidder shall provide the details of SDK capability with available for the solution for
customization/production configuration.

4. Vendor shall provide response to Detailed Functional & Technical Requirements specified On
Annexure-XX.

5. Vendor should provide the detail design of the proposed solution and also should share a detailed
project plan. The plan needs to cover the UAT release dates of individual features in a phased manner
so that there won’t be any delay in the UAT completion. Before each UAT release the detailed
knowledge transfer needs to be completed by the Bidder in onsite location. After successful
completion of all UAT phases, the application will be moved into Production Environment with all
features after necessary audits. The application needs to be complied with all audits finding by Bank’s
empanelled auditor, Internal Audit, VAPT, Data Migration Audit or any other audit as require by Bank
or regulator.

6. Vendor shall ensure to provide fixes/resolution to the issues reported during VAPT audit on an
ongoing basis at no additional cost.

7. Detailed plan should include the migration of existing customer data to the new CRM Solution.

8. Data Retention needs to be implemented as per the guidelines from RBI, regulatory bodies.

9. Performance testing needed to be completed and report need to be shared as part of the delivery.
The product delivered should be having capability to run performance testing in UAT environment to
ensure that each new release/customization is not having any impact on the performance of the
application.

10. Bidder should ensure proper coding practices are followed and static and dynamic source code
review needs to be conducted. Bidder need to share the source code review report of the application
with bank along with UAT release. The Bank will conduct source code review by CERT-IN empanelled
auditor and necessary fixes should be done by the bidder before go-live.

11. Bidder should complete the Development/Implementation of application by 4 months, if bidder

is selected. Bidder shall adhere to the Warranty Period mentioned in the RFP document and post
successful completion of the warranty Bank will enter to the AMC contract (if required by Bank), with
Bidder initially for 3 years and can be extended for additional 2 more years.

12. The Hardware specification for the UAT, Development, Production, Pre-Production, and the DR
environment needs to be provided by the bidder.

13. The application should have high availability in both DC and DR. DC to DR replication also to be
configured by the bidder.

14. The vendor should ensure that the platform is scalable both vertically and horizontally without
any customizations in the platform.

17 | P a g e
15. Bidder needs to support and coordinate comprehensively with the application vendor(s)/SI who
is integrating (including API calls and SDK integrations) the application.

16. The bidder must provide support and applicable patches as and when released by the OEMs
connected with the proposed solution during warranty and thereafter during AMC period. Any
observation raised by Regulators/Bank/Other Agencies from time to time should be rectified and
fixed by the bidder within 1 week time after reporting without any additional cost.

17. All software should be legally purchased, and necessary documents/certificates should be
supplied along with the proposed solution.

18. The selected bidder should upgrade the application, due to the upgrade of the Platform Software
OS, Middleware, DB goes out of support during the contract period without any additional cost to
the Bank.

19. Security features should meet the standards and procedures as per Bank’s IT Security Policy and
procedures should be followed, in line with prevailing Industrial Standards including OWASP The
bidder should comply with Bank’s vendor security baseline guideline. The bidder should ensure code
related to the CRM solution has to be obfuscated properly with proprietary tools.

20. Ensure that the proposed solution follows regulatory requirements and other relevant regulatory
guidelines. Any instances of non-compliances observed will need to be rectified well within timelines
stipulated by the Bank. Incorporate changes in the system arising on impact of amendment to
regulations/Bank’s policy at no additional cost and well within timelines stipulated by the regulator.

21. The bidder should provide necessary admin portal and dashboard required for Bank’s
technology/operations team with user to role/function mapping and maker checker flow.

22. On awarding the contract, based on the understanding of current features and functionalities of
the CRM application of the bank, bidder shall prepare a Business Requirement Document based on
the requirements of the RFP.

23. The bidder shall undertake to obtain Bank’s approval of the Business requirement documentation
(over and above Functional Requirements Specifications and System Requirement Specifications) and
associated project plans before work commences. The document should provide the plan in detail
based on the milestones and criticality of the requirements. In case any feature/functionality which
was part of RFP/Scope is dropped it should be specifically highlighted to Bank. Also, bidder needs to
share RFP to BRD traceability to bank.

24. Bidder shall ensure that the proper solution is user friendly and easy to user by bank staff. Bidder
shall ensure to provide GUI Prototype/Functional Prototype during BRD stage as required by Bank.

Testing and Acceptance

The Bank will conduct “User Acceptance Test” (UAT) under guidance, review, and supervision of the
vendor to ensure that all the functionality required by the Bank as mentioned in this SCOPE OF WORK
/Requirements shared with the bidder is available and is functioning accurately as per the
expectations of the Bank. Consequent to UAT, if some of the functionalities, specified in this SCOPE

18 | P a g e
OF WORK are not present in tune with the Bank’s expectations, the vendor shall make appropriate
changes for the functioning of Solution. The following services should be provided by the vendor:

1) Submit Test specifications, which outline the test cases, test objectives, test procedures, expected
results, pass/fail criteria for each testing phases. Application Installation manual and inventory of all
software deployed should be provided. Vendor will be responsible for setting and maintaining the
test environment during the entire period of project implementation. The Vendor will ensure that
the test environment’s configuration and parameterization for conducting the UAT is in line with
bank’s requirement as mentioned in this SCOPE OF WORK/Requirements shared with the bidder. The
vendor should ensure that test environment has the same configuration and functionalities, and it
should be capable of synchronizing from production using restoration/other standard techniques
functionalities as that of the live environment.

2) The test plan and test specifications shall be approved by the Bank before performing any tests.

3) The vendor will provide the scenarios for UAT and assist in preparing test cases including the test
data to support all the Business scenarios. The Vendor should have dedicated resources to work with
the Bank’s project team for this purpose.

4) Any defects found during the tests shall be immediately rectified or resolved by the vendor at no
cost to the Bank. Re-test shall be arranged by the vendor after the rectification and the re-test shall
be documented. Regression testing must be done after rectification of the defects.

5) The vendor shall be required to perform a range of unit tests for individual sub-system to
demonstrate that all items have been installed and configured properly.

6) There should be another System Integration Test after the completion of all unit tests for each
individual sub-system to demonstrate successful integration and error handling that the delivered
solution meets all agreed features and functional requirements specified in the tender/SCOPE OF
WORK.

7) The vendor shall be required to demonstrate that the delivered solution can support the workload
mentioned as banks expectation as part of the requirements mentioned by Bank.

8) The vendor shall be required to demonstrate the delivered solution can meet all the performance
requirements specified e.g., the time needed in fail over.

9) The vendor will be responsible for conducting system integration testing to verify that all system
elements have been properly integrated and that the system performs all its function. Vendor should
support the integration of security tools like HIPS, DAM, Anti - APT, SIEM, PIM/PAM etc

10) The vendor will assist the Bank in analysing/ comparing the results of testing.

11) Vendor shall provide adequate resources for troubleshooting during the entire UAT process of
the Bank. After the successful completion of all the testing from vendor team, the vendor shall be
required to assist the Bank in performing the UAT to accept the delivered solution.

12) The vendor will be responsible for maintaining appropriate program change control and version
control of the system as well as documentation of UAT and change of configuration and

19 | P a g e
parameterization after, making changes in the system and should be checked in to Bank's
Configuration Management Tool e.g., SVN. Baseline parameter configurations should be documented
and provided for OS, Middleware, DB and Application layers.

13) Vendor shall be responsible for creating the required interfaces with the Core Banking and other
systems in the bank as per the requirements of the solution. The interfaces shall be with web services,
database connectivity, URLs, XML etc for both online/real-time and batch mode integrations. Suitable
error logs and reconciliation systems need to be put in place wherever integrations are being built so
that errors or omissions can be avoided. Suitable checks for the same may also be incorporated.

14) All errors, bugs, enhancements / modifications required during and after testing will be resolved
within the overall timelines for implementation.

15) The vendor will be responsible for using appropriate tools for logging, managing, resolving, and
tracking issues and its progress, arising out of testing, and ensuring that all issues are addressed in a
timely manner to the satisfaction of the Bank and as per the requirements mentioned. Issue Tracker
shall also be made available to Bank’s team.

Training and Documentation:

1) The vendor needs to provide free trainings and educational materials for all items supplied, to the
Bank’s technical staff, on system/application administration, configuration, and entire operations of
the proposed solution.

2) Training must be provided in all functional areas and should be of sufficient duration – to the User’s
satisfaction.

3) Vendor will be responsible to develop training and reference materials for all the functionality of
the software. Training materials should comprehensively cover all graphs, processes flows,
screenshots of the actual system functionality etc.

4) All trainings must be conducted at the Bank’s Office, unless with prior approval given by the Bank.
All training sessions must be conducted before production launch.

5) . Product Certification training shall be provided by OEM mandatorily.

6) Training should be of vendor/OEM certification level standard on the delivered solution with
certification training materials.

7) The training should at least cover the following areas:

• Functionality available in the solution including logic and methodology of the same
• Customization using SDK Toolkit or any other IDE
• Customization / Parameterization.
• Techniques for slicing and dicing of data, information, and output.
• Advanced trouble shooting techniques if any.
• Deployment of application and identification procedures, application controls,
analysis procedures provided as part of the solution.

20 | P a g e
 • Monitoring & management of Webservers, Middleware’s, Database as part of the
solution
• Techniques of customization, development and configuration required for the
solution provided.
• System and application administration such as creation/modification and deletion of
user, user groups, user privilege settings, user license management, team creation,
workflow creation, data import management, email configuration management,
Product Configurations, analysis of application & database logs, document repository
management, GUI Creation/Modification, Relationship creation for objects in CRM,
System Information Security Settings etc.

8) Document deliverables include but not limited to:

• Project plan, technical design document and product specifications
• Test plan, test specifications and test reports
• Training guide
• Standard product manual including software media and license materials.
• Standard operating procedure documents should be provided.
• Detailed installation documents should be included in the documents
• Issue tracker during overall project implementation.

9) Detail technical design document to be created for the development phase and proper test
documentation along with approved test results to be shared with the Bank along with the UAT build.

10) Source code Audit certificate, OEM declaration that application is devoid of any malicious code,
covert channels and free from any known bugs at the time of delivery and all subsequent releases of
the proposed solution.

11) All works related to the assignment handled are to be well documented and will form the part of
deliverables. They should be delivered both in hard copy and soft copy at the end of each stage.

Warranty & Service:

The warranty, on-site/offsite maintenance and services/support will be provided to cover software
on a 24x7 throughout the said period. Details of the warranty period of the software as per the
warranty policies of the respective principals or OEM should be specified clearly along with
Mode/method of support. The details of the AMC provided along with the mode of support should
be clearly specified. Vendor has to offer the Bank support for the application software by Annual
Maintenance Contract (AMC) after the expiry of the warranty period if Bank is opting for the same.
The scope, deliverables, time schedules and the support provided during the AMC period must be
specified clearly. Support provided to the bank during the implementation, warranty, AMC periods
must be clearly specified along with the problem escalation chart, method of support, etc.

The vendor shall sign a comprehensive Service Level Agreement with the Bank covering all relevant
areas along with Purchase order. Warranty period shall be effective from the Go-Live date of the
solution. Any augmented part of the solution is also covered under warranty from respective date of
installations till the expiry of the Service Level Agreement. The support should cover supplied
software installation, Database software, patches, bug fixes, upgrades, updates, firmware upgrades

21 | P a g e
and complete maintenance of all software components throughout the warranty/support/AMC
period. Support level escalation chart must be provided for DC and DR sites.

Annual Maintenance contract / warranty / support terms must be in accordance with the SLA (Service
Level Agreement) and NDA (Non-disclosure Agreement) only, notwithstanding anything contrary
contained in any other documents whether executed before or after the execution of the agreements.
On the happening of an incident/defect the maximum turnaround time should be defined in the SLA.
The solution provided should be optimally configured such that it works at peak performance level.
Any degradation in performance should be rectified by the vendor. The vendor shall absorb any
hidden cost arising out of situations, with respect to services and maintenance of the complete
software and related solutions offered / supplied by Vendor, which arises due to an act or omission
of vendor. Vendor should take precaution to eliminate the defects to the maximum to reduce the
downtime to the minimal time. A minimum uptime of 99.5% per annum is compulsory. Vendor should
assist the bank in completing licensing agreements, if any with OEMs prior to commencement of
warranty period. Vendor should inform compulsorily in the submitted Bid whether any licensing
agreement must be completed prior to or after delivery of any ordered item. Draft copy of such
required agreement must be submitted with the Bid. Vendor must take full and complete
responsibility for support of all supplied items.

Undertake immediate bug fix actions in the event of software failure causing an interruption of
operation of the CRM application as per the response / resolution times defined in SLA. Vendor
should notify about all the detected software errors and correct them in the shortest possible time.
The SI/Vendor will be responsible for notification of new versions/ releases of the software and
supervise their implementation in mutually agreed deadlines. Vendor should enter the obligation
that in the event OEM releases a new version of software, and Bank is using one of the previous
versions, OEM would provide the full scope of services to the version used by the Bank for the period
of at least 5 years from the go-live date.

The vendor should confirm that the software is not compromising the security and integrity of Bank's
data and not compromising the quality of operation of Bank, particularly the services rendered to
customers. The vendor should support the Bank in integrating any new applications with the CRM
Application. Bidder shall be agreeable for on-call/on-site support in case of any emergency or planned
activities.

During the period of AMC, if the service provided by the bidder is not satisfactory, Bank reserves the
right to terminate the AMC contract.

The support shall be given in person or through telephone and E-mail within a reasonable time. Only
licensed copies of software shall be supplied and ported. Further, all software supplied shall be of
latest tested proven version which is bug free and malware free. The Solution offered should have all
components which are bug free, no malicious code, no covert channels, no known vulnerabilities
reported and of latest stable version, which are having a 3-year clean track record.

The Bidder shall be bound to provide technical consultancy and guidance for successful operation of
the Solutions and its expansion in future by the Bank during the warranty and AMC period. Preventive
maintenance shall be compulsory during Warranty and AMC period.

22 | P a g e
Preventive maintenance activity should be completed every quarter and report should be submitted
to the Bank. Preventive maintenance activity should take care of parameter configuration verification,
application health check-up, fine-tuning the configuration, verification of bugs/patches etc.

Delivery and Installation

The application as per the purchase order specifications should be delivered in full at our Production,
Pre-prod, UAT& DR, within a maximum of 6 months from the date of issuing the Purchase order. The
timelines are to strictly adhere, and any delay shall attract penalty. If the supply is delayed
inordinately, the Bank can cancel the said purchase deal without any obligation on its part and the
same shall be binding on the vendor. Vendor should install all supplied software, including OS,
database, and third-party supporting software, drivers, patches, and all other required software for
the smooth functioning of the application / system at Data Center.

Vendor should also designate a Project Manager / Leader to ensure installation and
operationalization of all supplied software items. This Project Manager / Leader should be the single
point contact of the Bank for its clarifications, support etc.

The Name, designation, contact details of the identified Project Manager / Leader should be
informed to the bank along with the SCOPE OF WORK. Vendor should submit the detailed
documentation for the entire installation in both soft copy and hard copy.

Bank reserves the right to involve third parties, application vendor etc., in the installation Process, if
it deems so and the vendor shall render all assistance for the same. Vendor should provide necessary
knowledge transfer to Bank for further development and maintenance of the solution.

Penalty Clauses

SLA and penalty clauses will be decided mutually after release of purchase order.

ELIGIBILITY CRITERIA

Bidders meeting the criteria as per Annexure- XIV are eligible to submit the Bids along with the
supporting documents. If the Bid is not accompanied by all the required documents mentioned in
Annexure- XIV, the same would be rejected.
Preference shall be given to solutions widely used in India and for SI & Bidder who had completed
the solution implementation in 3 Public/Private Sector Banks in India. Bank should be allowed to
interact, and reference check these implementations.

AMENDMENT OF RFP:
• At any time prior to the deadline for submission of bids, the Bank, for any reason, whether at
its own initiative or in response to a clarification requested by a prospective bidder, may
modify the RFP by amendment.

23 | P a g e
 • In order to afford prospective Bidders reasonable time in which to take the amendment into
account in preparing their bid, the Bank, at its discretion, may extend the deadline for the
submission of bid.
• All bidders who have procured this RFP document from the Bank shall be notified of the
amendment in writing by e-mail or fax or post, and all such amendment(s) shall be binding on
them.

Period of Validity of Bids

• Validity Period: -Bids shall remain valid for 120 days from the last date specified for
submission of bids in this RFP. The Bank Limited holds the rights to reject a bid valid for a
period shorter than 120 days.
• Extension of Period of Validity: - In exceptional circumstances, The Bank may solicit the
Bidder’s consent to an extension of the validity period. The request and the response thereto
shall be made in writing. Extension of validity period by the Bidder should be unconditional
and irrevocable.

Cancellation of Bid
• The Bank reserves all right to cancel/re-issue/re-commence the entire bid process and or any
part in case of any anomaly, irregularity, or discrepancy in regard thereof without assigning
any reason whatsoever, at the sole discretion of the Bank. Any decision in this regard shall be
final, conclusive, and binding on the bidder.

Software/Hardware

1. The Bank reserves the right to audit the Application / Device /firmware/sdk by suitable Security
Auditor/Auditors appointed by the Bank.
2. The Bidder shall provide complete legal documentation of all subsystems, licensed operating
systems, licensed system software, and licensed utility software and other licensed software. The
Bidder shall also provide licensed software for all software products whether developed by it or
acquired from others as part of the project. The Bidder shall also indemnify the Bank against any
levies / penalties on account of any default in this regard.
3. In case the Bidder is coming with software which is not its proprietary software, then the bidder
must submit evidence in the form of agreement with the software vendor which includes support
from the software vendor for the proposed software for the full period required by the Bank.
4. The bidder needs to produce certificates of quality control and certification done on the
Application/ Device/Drivers/SDK’s in the recent past.

B. Acceptance of Application

The Bank will accept the Application only after the successful conduct of acceptance testing by the
Bank’s Team. Application will be considered to be accepted only after the Bank issues an acceptance
letter to the vendor. The said Application may be audited for risk analysis of application functionality
and security features by Bank’s IS Audit team or a third-party vendor appointed by the Bank, if so
desired by the Bank.

24 | P a g e
C. Inspection and Tests

1. Bank or its representative shall have the right to inspect and/or to test the Application to confirm
their conformity to the requirements/specifications mentioned in this RFP.

2. The inspections and test may be conducted on the premises of the vendor, at point of delivery
and/or at the final destination. If conducted on the premises of the vendor all reasonable facilities
and assistance, including access to documents, code and the data, shall be furnished to the inspectors
at no charge to the Bank.

3. The inspection may be conducted on the bidder proposed solution by the Bank or Bank appointed
auditors at the vendor site.

D. Information Ownership

1. All information processed, stored, or transmitted by successful Bidder’s Device/Software belongs

to the Bank. By having the responsibility to maintain the software, the Bidder does not acquire
implicit access rights to the information or rights to redistribute the information. The Bidder
understands that civil, criminal, or administrative penalties may apply for failure to protect
information appropriately.

2. Any information considered sensitive by the Bank must be protected by the successful Bidder from
unauthorized disclosure, modification or access. The Bank’s decision will be final. On completion of
project or termination of agreement all information of Bank or Banks customer or any other sensitive
information should be returned to Bank and deleted from Vendor premise.

3. Types of sensitive information that will be found on Bank system’s which the Bidder plans to
support or have access to include, but are not limited to: Information subject to special statutory
protection, legal actions, disciplinary actions, complaints, IT security, pending cases, civil and criminal
investigations, etc. The successful bidder shall exercise adequate judgment to decide if particular
information is sensitive and consult with the Bank in case of doubts.

E. Adherence to Standards

The bidder should adhere to laws of land and rules, regulations and guidelines prescribed by various
regulatory, statutory and Government authorities in India. The Bank & Regulators reserves the right
to conduct an audit/ongoing audit of the services provided by the bidder. The Bank reserves the right
to ascertain information from the Bank’s and other institutions to which the bidders have rendered
their services for execution of similar projects.

F. Security Configuration, Monitoring and Audit

1. The bidder should support proactively the implementation of baseline security configurations for
Application/Devices/supporting firmware/drivers/SDK in accordance with the industry best practices
and Bank’s Board approved baseline documents.

25 | P a g e
2. Compliance with security best practices may be monitored by periodic security audits performed
by or on behalf of the Bank. Bank/Regulator/Bank’s empanelled Auditors has the right to conduct the
security Audit. The periodicity of these audits will be decided at the discretion of the Bank. Periodicity
for Regulatory Audits would be required as per the rules and guidelines laid down by the regulator
or as required by the regulator not limited to UIDAI /NPCI/RBI/other authorities/agencies/other
relevant Acts, rules, regulations, directions as applicable. These audits plan to include, but are not
limited to, a review of access and authorization procedures, physical security controls, input/output
controls, DB controls, backup and recovery procedures, network security controls and program
change controls.

3. The bidder shall take utmost care to ensure that the security controls are in place to avoid
malpractices and fraud attempts.

4. Bank/Regulator/Bank’s empanelled Auditors reserves the right to audit the successful bidder’s
/OEM’s premise/Data Centers and platform used for CRM Banking Solution development and its
associated hardware/software.

G. Considerations for Proposed Hardware [For on prim solutions]

1. The Bidder should provide the detailed specifications for hardware required.

2. Bidder should specify the configurations including the core, memory and the storage required
along with any other specific configurations for VM/Physical Server.

3. The bidder shall specify the suitable hardware and supporting software which shall deliver the best
throughput and performance considering the present volumes and the sizing proposed. Bidder also
need to share the algorithms used for capacity sizing with the Bank.

H. Reporting Progress

The Bidder shall report progress of all the activities covered within the scope of work given in this
RFP.

I. Compliance with IS Security Policy

The Vendor shall have to comply with Bank’s IT & IS Security policy in key concern areas relevant to
the RFP, details of which will be shared with the finally selected Bidder. A few aspects are as under:

1. The vendor shall acknowledge that The South Indian Bank Limited’s business data and other
proprietary information or materials, whether developed by The South Indian Bank Limited or being
used by The South Indian Bank Limited pursuant to a license agreement with a third party are
confidential and proprietary to The South Indian Bank Limited; and the vendor shall agree to use
reasonable care to safeguard the proprietary information and to prevent the unauthorized use or
disclosure thereof. Any modification in the data provided by the Bank should be done only on proper
authorization of the Bank. Proper and advanced security measures should be ensured by the vendor
in case of data exchange between Bank and the Vendor. The caution exercised by the vendor shall
not be less than that used by it to protect its own proprietary information. The vendor recognizes
that the goodwill of South Indian Bank Ltd depends, among other things, upon Vendor keeping such

26 | P a g e
proprietary information confidential and that unauthorized disclosure of the same by Vendor could
damage The South Indian Bank Limited. Vendor shall use such information only for the purpose of
rendering the Service(s) to The South Indian Bank Ltd.

2. IS Security principles such as environmental, physical and logical security aspects should be
followed by the Vendor. Also Hardware, operating systems and related software should be
periodically upgraded for ensuring data protection and privacy.

3. The Vendor shall, upon termination of the Contract/Agreement for any reason, or upon demand
by The South Indian Bank Limited, whichever is earliest, return/ destroy permanently to the
satisfaction of the Bank, any and all information provided to Vendor by The South Indian Bank Limited,
including any copies or reproductions, both hardcopy and electronic.

4. Data Encryption/Protection requirements of the Bank.

5. Incident response and reporting procedures.

6. In general, confidentiality, integrity and availability must be ensured.

TERMINATION

A. Termination for Default

1. The Bank, without prejudice to any other remedy for breach of contract, by written notice of
default sent to the successful bidder, may terminate this contract in whole or in part:
• If the successful bidder fails to deliver any or all of the deliverables within the period(s)
specified in the Contract, or within any extension thereof granted by the Bank; or;
• If the Successful Bidder fails to perform any other obligation(s) under the contract.
• If the Successful Bidder, in the judgment of the Bank has engaged in corrupt or fraudulent

practices in competing for or in executing the Contract. Corrupt practice means the offering, giving,
receiving or soliciting of anything of value or influence the action of a public official in the
procurement process or in contract execution; and “fraudulent practice” means a misrepresentation
of facts in order to influence a procurement process or the execution of a contract to the detriment
of the Bank, and includes collusive practice among Bidders (prior to or after bid submission)designed
to establish bid prices at artificial non-competitive levels and to deprive the Bank of the benefits of
free and open competition.

2. In the event, the Bank terminates the Contract in whole or in part, the Bank may procure, upon
such terms and in such manner as it deems appropriate, similar Goods or Services to those
undelivered, and the Successful Bidder shall be liable to the Bank for any excess costs for such similar
Goods or Services. However, the Successful Bidder shall continue performance of the Contract to the
extent not terminated.

B. Termination for Insolvency

If the Bidder becomes Bankrupt or insolvent, has a receiving order issued against it, compounds with
its creditors, or, if the Bidder is a corporation, a resolution is passed or order is made for its winding

27 | P a g e
up (other than a voluntary liquidation for the purposes of amalgamation or reconstruction), a
receiver is appointed over any part of its undertaking or assets, or if the Bidder takes or suffers any
other analogous action in consequence of debt; then the Bank may, at any time, terminate the
contract by giving written notice to the Bidder. If the contract is terminated by the Bank in terms of
this Clause, termination will be without compensation to the Bidder, provided that such termination
will not prejudice or affect any right of action or remedy which has accrued or will accrue thereafter
to the Bank. In case, the termination occurs before implementation in all the locations in terms of
this clause, the Bank is entitled to make its claim to the extent of the amount already paid by the
Bank to the Bidder.

C. Termination for convenience

The Bank, by written notice sent to the Bidder, may terminate the Contract, in whole or in part, at
any time at its convenience. The notice of termination shall specify that termination is for the Bank’s
convenience, the extent to which performance of work under the Contract is terminated and the
date upon which such termination becomes effective.

D. Termination – Key Terms & Conditions

1. The Bank shall be entitled to terminate the agreement with the Bidder at any time by giving sixty
(60) days prior written notice to the Bidder. The Bank shall be entitled to terminate the agreement
at any time by giving notice if the bidder:
• has a winding up order made against it; or
• has a receiver appointed over all or substantial assets; or
• is or becomes unable to pay its debts as they become due; or
• enters into any arrangement or composition with or for the benefit of its creditors; or
• Passes a resolution for its voluntary winding up or dissolution or any Regulatory or statutory
body has raised sanctions on the Company, Directors or Promoters or if it is dissolved.

2. The Bidder shall have right to terminate only in the event of winding up of the Bank.

E. Consequences of Termination
1. In the event of termination of the Contract due to any cause whatsoever, [whether consequent to
the stipulated term of the Contract or otherwise], The Bank shall be entitled to impose any such
obligations and conditions and issue any clarifications as may be necessary to ensure an efficient
transition and effective business continuity of the Service(s) which the Bidder shall be obliged to
comply with and take all available steps to minimize loss resulting from that termination/breach, and
further allow the next successor Bidder to take over the obligations of the erstwhile Bidder in relation
to the execution/continued execution of the scope of the Contract.
2. In the event that the termination of the Contract is due to the expiry of the term of the Contract,
a decision not to grant any (further) extension by the Bank, the Bidder herein shall be obliged to
provide all such assistance to the next successor Bidder or any other person as may be required and
as the Bank may specify including training, where the successor(s) is a representative/personnel of
the Bank to enable the successor to adequately provide the Service(s) hereunder, even where such
assistance is required to be rendered for a reasonable period that may extend beyond the
term/earlier termination hereof.

28 | P a g e
3. The termination hereof shall not affect any accrued right or liability of either Party nor affect the
operation of the provisions of the Contract that are expressly or by implication intended to come into
or continue in force on or after such termination.

F. Exit Option
1. The Bank reserves the right to cancel the contract in the event of happening one or more of the
following Conditions:
• Failure of the bidder to agree on the terms of the contract within 10 days from the date of
communication of award by the Bank and sharing of terms of contract by the Bank. If the
bidder does not meet these criteria, then the Bank may at its discretion declare the next best
bidder as the successful bidder.
• Failure of the successful Bidder to sign the contract within 30 days from the agreement on
the terms of the issue of Contract by the Bank or as per the Bank’s specified date.
• Delay in completing installation / implementation and acceptance tests/ checks beyond the
specified periods.
• Serious discrepancy in functionality to be provided or the performance levels agreed upon,
which have an impact on the functioning of the Bank.
2. The Bank and the Bidder shall together prepare the Reverse Transition Plan as part of Bidder exit
plan. However, the Bank shall have the sole discretion to ascertain whether such Plan has been
complied with.
3. Notwithstanding the existence of a dispute, and/or the commencement of arbitration Proceedings,
the Bidder will be expected to continue the facilities management services. The Bank shall have the
sole and absolute discretion to decide whether proper reverse transition mechanism over a period
of 6 to 12 months, has been complied with.
4. 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,
transitioning of application knowledge, Bank’s deliverables, and maintenance and facility
management.

G. Termination of contract
1. Apart from the general grounds of default mentioned above, the Bank reserves its right to cancel
the order in the event of, but not limited to, one or more of the following specific situations:
• Unnecessary or unwarranted delay in execution of the work allotted or delay in delivery of
devices to the respective locations.
• Delay in services of the complaints raised.
• Delay in providing the requisite manpower at the Bank’s site.
• Delay in submission of reports beyond the stipulated periods.
• Breach of trust is noticed during any stage of the consultancy assignment.
• The selected bidder commits a breach of any of the terms and conditions of the bid.
• The selected bidder goes into liquidation voluntarily or otherwise.
• If it is found at any stage that the bidder has concealed any important information or has
submitted any false information or declaration particularly regarding any pending legal action
or blacklisting status.
• The Bank reserves the right to recover any dues payable by the selected bidder from any
amount outstanding to the credit of the selected bidder, including the pending bills and
security deposit, if any, under this contract or any other contract/order.

29 | P a g e
 • The decision of the Bank as to whether or not any one or more of the above situations has
(have) arisen shall be final and binding on the vendor.
2. In addition to the cancellation of order, The Bank reserves the right to appropriate the damages
from foreclosure of the Bank guarantee given by the bidder.

H. Termination of partner of Bidder

1. In case service of the partner of successful bidder are terminated due to any reasons whatsoever
including but not limited to the reasons mentioned above, the bidder shall be responsible for
identifying an alternative partner to execute the tasks unfinished by the terminated partner.
2. The party identified by the successful bidder shall also comply with the eligibility criteria listed out
in this RFP.

Responsibilities of bidder:

Successful bidder selected based on the evaluation criteria specified in this RFP should.

1) Enter into the Service Level Agreement (SLA) & Non-Disclosure Agreement (NDA) with the Bank in
the format provided by the bank.

2) Set up, installation and testing of the required Hardware/Software, Integrations (including API calls
and SDK integrations) with associated servers/services for providing all the features of the CRM
solution, migration of existing customers data, cases and lead data, deployment of the solution in
Development, UAT, Pre-Production, DC and DR environments.

3) Bidder shall deliver SDK Toolkit, API Interface, DB Plugins etc to Bank’s technical team for
customization of the Product at no additional cost.

4) Migration of customer data, existing leads and service request/case data, Migration strategy,
Migration Plan, Pre and Post migration reconciliation and Audit support in the new solution.

5) Ensure that Solution supplied should be capable to get integrated with all existing integrations
(including API calls and DB integrations). All integrations to be STP without manual interventions. All
the features currently available in the current solution needs to be available in the solution proposed
by the bidder.

6) The vendor should invariably furnish any deviations from the specifications and/or the terms and
conditions of the SCOPE OF WORK, specifying the reasons and justifying such deviations. Non-
mention of deviations shall imply compliance to Bank’s specifications. Any non-disclosure of such
information may disqualify the vendor at later stages of the Technical / commercial evaluation of the
Bids submitted by the vendors.

7) Identify Project Manager, Project Leaders and members of the development teams with relevant
skills. There has to be daily sync up calls with Bank’s team and weekly status report to be sent to Bank
to evaluate the progress of the project. Project Governance to be mutually decided and availability
of Senior Management for Project Steering committee meetings. The vendor shall intimate the Bank
if there is any change in the project team. The vendor will ensure proper back up of project leaders,
developers and manager. The replacement plan should be intimated with the Bank.

30 | P a g e
The minimum experience of the project team personnel like Project Manager, Project Leader and
Programmers put on work preferably should be 10, 7, 5 years respectively. Systems study and all
development activities if any will have to be undertaken at the Bank’s locations acceptable to the
Bank. After the development completion of each feature, an onsite knowledge transfer needs to be
conducted by the bidder’s team. For setting up the production/other environments the bidder
resources should be available in the client location. Bidder has to have dedicated onsite resources as
technical lead and the individual resources for each layer (eg: UI, Middleware, DB, Business Layer,
and Functional Analysis) available to support bank from implementation time and till initial warranty
period of 1 year. Also, project team members shall be able to work from home options in case of any
contingency/pandemic situations.

8) Ensure that the solution offered should have clear licenses. In case freeware’s are to be used the
same has to be procured and provided to the Bank. Also, the vendor has to ensure that the freeware
can be used by the Bank for running the required solution.

9) Successful bidder shall strictly comply with the key dates and time stipulated in the document.
However, all efforts shall be made to explore the possibilities of quicker ways of delivering the
products, complete the initial build, and achieve substantial completion and final acceptance.

10) The capabilities, operating characteristics and other technical details of the software offered
should be furnished together with detailed product manuals, brochures, literature etc. The make,
model and part number of each component shall be compulsorily indicated.

11) Successful bidder shall alert Bank and its own personnel about the risks either anticipated or
faced either prior and / or during and / or after the execution of the project and provide all the
possible solutions either to totally eliminate or to minimize such risks.

12) Successful bidder shall ensure all possible efforts in continuous improvement in processes, tools
and procedure and practice the world class methodologies in delivering / installing products and
services, managing project and also while interacting with third party vendors for cross-integration.

13) The bank would have the option to enter into source code Escrow arrangement, without incurring
any additional charges to the vendor.

14) The bank is very much interested in long-term association with the potential vendors and hence
vendors shall adapt to changes in Bank’s requirements and provide superior products and services
and not be mere fulfilment of contractual commitments set here forth.

15) Provide training material on proposed solution to designated personnel of the Bank for handling
the system.

16) Ensure that the proposed solution is in compliance with regulatory and statutory requirements
and other relevant regulatory guidelines. Any instances of non-compliances observed will need to be
rectified well within timelines stipulated by the Bank. Incorporate changes in the system arising on
impact of amendment to regulations/Bank’s policy at no additional cost and well within timelines
stipulated by the regulator.

17) Provide modular wise user manual as well as Administrator Manual including logic used, Analysis
done, methodology, etc. pertaining to Solution proposed by the Bidder as per the RFP. There should

31 | P a g e
be onsite support during implementation and initial 1 year warranty period. A team size of 4 including
a technical lead. Individual resources should be available for individual layers (e.g., Application,
Middleware, DB). Based on the criticality of the issues, successful bidder should provide
onsite/offshore support during the warranty and AMC period. Additional developer cost/Support
cost shall be agreed upfront for a period of 5 years.

18) In case the product/ solution/ vendor/ OEM/SI are amalgamated/ dissolved, the impact of such
an event should not have any adverse implication on the service level/ timeline/cost that is proposed
for implementation of the solution. Such event would not dilute the responsibility of the successful
bidder for completing the implementation within mutually agreed timelines.

19) The successful bidder shall provide technical support for the software application/ supplied under
this contract, and will have overall responsibility of the performance, functionality and operation of
the systems under this contract. Any supporting software provided/installed/configured by the
bidder for smooth functioning shall be maintained/fine-tuned/parameterized by the bidder from
time to time, so that the solution delivers optimal performance.

20) Any information security gaps in the solution shall be redressed by vendor on free of cost.

21) The bidder to provide the Bank with the proper backup and recovery procedure, with necessary
documents so as to meet any exigencies. The Regulatory guidelines on the
preservation of data should be followed correctly. Proper Data Archival & Purging
needs to be implemented for proper performance.

22) Treat all data and information about the Bank obtained during in the execution period and
thereafter, in strict confidence and shall not reveal such information to any other party without the
prior written approval of the Bank.

23) The bidder shall also ensure that the proposed solution is scalable and shall be implemented in
DR environment in Active -Passive Mode with DC Environment. Application and Database in DC
environment shall be replicated to DR Environment through standard data transfer/replication and
synchronization mechanism without any Data Loss in case of any hardware failures.

Payment Terms:

30% after UAT Acceptance

40% after Movement to Production
10% after successful DR DRILL conduction in Live Environment
20% after satisfactory working of solution for six months after successful implementation.
Resource Cost - at end of each quarter post deployment of resource
Customization Charges - After deployment in production and sign off from Bank's Team

Taxes and Duties:

The Successful Bidder will be entirely responsible to pay all taxes whatsoever in connection with
delivery of the services at the sites including incidental services and commissioning. Wherever the
laws and regulations require deduction of such taxes at the source of payment, Bank shall affect such

32 | P a g e
deductions from the payment due to the Bidder. The remittance of amount so deducted and issue of
certificate for such deductions shall be made by Bank as per the laws and regulations in force.

Nothing in the contract shall relieve the Bidder from his responsibility to pay any tax that may be
levied in India/abroad on income and profits made by the Bidder in respect of this contract.

33 | P a g e
 Technical Score Mark Distributions [Scoring Model]
Maximum Points 100

Criteria Criteria (Max Marks)

Points
A1. Successfully completed/ on-going application development 20 Max Marks 20
and rollout projects of similar nature (CRM) in BFSI Sector between
FY2018-19 to FY2020-21 (Purchase order date will be considered
while calculating marks e.g., purchase order issued before April
2018 will not be considered)
• project value > 5 Cr 20
• project value > 3Cr 10
• project value > 2 Cr 5
• project value <2 Cr 0
A2. Satisfactory Services Certificate a s per prescribed in Max marks 20
Annexure – XIII format only
• Satisfactory Services Certificate by >= 3 Clients 20
• Satisfactory Services Certificate by > 1 and <3 Clients 10
• No Satisfactory Services Certificate 00
A3. Proposed solution, Project Implementation methodology Max Marks 25
presentation and reference check/feedback
A4. Bidder Support Center in Mumbai and Bengaluru Max Marks 10
• Support Center or Office in Mumbai and Bengaluru 20
• Support Center or Office in Mumbai or Bengaluru Only 10
• No Support Center or Office in Mumbai or Bengaluru 0
A5. Proposed Solution Compliance to Technical Specification Max Marks 25
mentioned in Annexure-XXI
• >=80% solution compliance and min 10% customization 25
• >=75 and <80 solution compliance and min 10% 15
customization
• >=70 and <75 solution compliance and min 10% 10
customization
• Solutions not meeting above criteria 0

To qualify for price bid opening, bidder must meet all eligibility criteria and minimum 70% technical
score is must.

34 | P a g e
 Evaluation of Bids

The objective of evaluation methodology is to facilitate the selection of the technically superior
solution/vendor at optimal cost.

The Bank reserves the right to modify the evaluation process at any time during the Tender
process (before submission of technical and commercial responses by the prospective bidder),
without assigning any reason, whatsoever, and without any requirement of intimating the
Bidders of any such change.
Any time during the process of evaluation the Bank may seek specific clarifications from any or
all the Bidder [Service Provider].

It may please be noted that EXIM BANK reserves the right to reject any proposal in case same is
found incomplete or not submitted in the specified format given in this RFP document.

The evaluation process of the bids proposed to be adopted by the Bank is indicated below. The
purpose of it is only to provide the Bidder an idea of the evaluation process that the Bank may
adopt.

The details of ‘Eligibility Criteria of the Bidder’, provided by the vendor in its response to this RFP,
will be evaluated first, based on the criteria described in Annexure XIV.

The technical and commercial responses to this RFP will be considered further only for those
vendors who meet the Eligibility Criteria.

Technical Evaluation

i. Eligibility Criteria bids received from the Bidder will be opened in the presence of
representatives of the bidders who choose to be present as per the schedule notified by the
Bank. A detailed analysis will be subsequently carried out by the Bank. Based on responses to
‘Eligibility Criteria’, Bidder will be short listed for technical evaluation further.

ii. The technical bid will be analysed and evaluated, based on which the Technical Score (TS) shall
be assigned to each bid. Technical Bids receiving a TS greater than or equal to a score of 75
(cut-off marks) will be eligible for consideration in the subsequent round.

35 | P a g e
Financial Evaluation
The Financial Bid of those Bidders who have been found to be technically eligible will be opened.
The Financial bids of ineligible bidders will not be opened.

The Financial Bids shall be opened in the presence of representatives of technically eligible
Bidders, who may like to be present. The Bank shall inform the date, place and time for opening
of the Financial Bid.

Evaluation and Comparison of Bids

75 % weightage will be awarded for Technical Evaluation and 25 % weightage will be awarded for
Financial Evaluation.

Technical Bid will be assigned a technical score (Ts) out of a maximum of 100 points, as per the Scoring
Model provided in the previous section.

The commercial scores would be normalized on a scale of 100, with lowest score being normalized
to 100 and the rest being awarded on a pro‐rata basis. Such normalized scores would be considered
for the purpose of QCBS based evaluation, explained in section below.

Final Evaluation Criteria ‐ Quality and Cost based selection (QCBS)

The individual Bidder's commercial scores (CS) are normalized as per the formula below:

Fn= Fmin/Fb * 100 (rounded off to 2 decimal places)

Where,
Fn= Normalized commercial score for the Bidder under consideration
Fb= Absolute financial quote for the Bidder under consideration
Fmin= Minimum absolute financial quote

Composite Score (S) = Ts * 0.75 + Fn * 0.25

The Bidder with the highest Composite Score(S) would be awarded the contract.

36 | P a g e
 ANNEXURE I
INSTRUCTIONS TO BIDDERS

1.0 Location
Export-Import Bank of India, 21st Floor, Centre One Building, World Trade Center,
Cuffe Parade, Mumbai 400 005 and Regional Offices in pan India
2.0 Tenderers must get acquainted with the proposed work, specifications,
conditions of contract and other conditions carefully before tendering. The
Tenderer shall email clarifications up to April 13, 2022, 17.00 Hrs in pre bid query
format only. No request of any change in conditions shall be entertained after
pre bid date of the tender.
3.0 Any printing or typographical errors /omission in tender document shall be
referred to EXIM Bank and their interpretation regarding correction shall be final
and binding on Service Provider.
4.0 All costs and expenses incurred by respondents in any way associated with the
development, preparation, and submission of responses, including but not limited
to; the attendance at meetings, discussions, demonstrations, etc. and providing
any additional information required by the Bank, will be borne entirely and
exclusively by the Respondent.
5.0 Respondents should provide details of their contact person, telephone, fax, email
and full address(s) to ensure that replies to RFP could be conveyed promptly.
6.0 Transfer of Tender Documents
Transfer of tender documents purchased/ downloaded by one intending Bidder to
another is not permitted
7.0 Contract
a) The bidder shall not assign or sub-let his contract or any substantial part
thereof to any other bidder.
b) The Supplier/ Selected Bidder shall not use any documents, data, and other
information received from the Purchaser for any purpose other than the
design, procurement, or other work and services required for the
performance of the Contract
8.0 Amendment to the bidding document
• At any time prior to the deadline for submission of Bids, the Bank, for
any reason, may modify the Bidding Document, by amendment.
• All Bidders must ensure that all amendments/enhancements (if any) in
the RFP have been considered by them before submitting the bid. Bank

37 | P a g e
 will not have any responsibility in case some omission is done by any
bidder.
• The bank at its discretion may extend the deadline for the submission
of Bids.
• The Bank shall not be liable for any communication gap. Further the
Bank reserve the right to scrap the RFP or drop the tendering process
at any stage without assigning any reason.
9.0 Bid Currency
Bids in response to this RFP to be quoted in Indian Rupee (INR) only.
10.0 Obligations of Successful Bidder
a. The successful bidder has to supply all the components, services and
licenses to make solution complete.
b. The successful bidder shall deploy their own trained and experienced
engineers for implementing, managing and maintaining the system.
c. Whenever any new threats / vulnerabilities become public, the
bidder/successful bidder shall bring this to the notice of the Bank
immediately and help/guide the Bank in plugging the same. Once the call
has been attended, successful bidder engineers shall put their maximum
efforts and deploy their best resources to resolve all calls at the earliest
possible time frame at all locations and ensure appropriate uptime.
d. The bidder/successful bidder to ensure that during implementation of
complete, the critical services hosted at EXIM BANK shall not face any
downtime due to security breach, security incident, improper
configuration of security units/ appliances/ components
11.0 Signing of the contract
a. The successful Bidder may be required to execute a non-disclosure
agreement (NDA) and Service Level Agreement (SLA) with Exim Bank
within 30 days from the date of receipt of the notice of acceptance of
tender. In the event of failure on the part of the successful Bidder to sign
the agreement in the above- stipulated period, the EXIM Bank may cancel
the order.
b. Until the Agreement is formally signed, the Work Order / Letter of
Acceptance of Tender issued to the successful Bidder and accepted by
him may be operative and binding on the EXIM Bank of India and the
Service Provider.
12.0 Period of Validity of Bids
• Prices and other terms offered by Bidders must be valid for an

38 | P a g e
 acceptance period of six months from the date of submission.
• In exceptional circumstances the Bank may solicit the Bidders consent
to an extension of the period of validity. The request and response
thereto shall be made in writing.
13.0 On acceptance of the tender, the name of the accredited representatives of the
Bidder who would be responsible for taking instructions from EXIM Bank shall be
mentioned by the Bidder.
14.0 If so, decided EXIM Bank reserves the right to appoint PMC (Project
Management Consultant) or any other agency to get the quality of works
checked, measurements recorded, including certification of bills etc.
15.0 The EXIM Bank has the right to reduce or increase the scope of work. The Bank
may give 3 months’ notice period for termination of contract if service is not
satisfactory to the Bank.
16.0 Notices to local bodies
The Bidder / Service Provider shall comply with and give all notices required under
any law, rule, regulations or bye laws of parliament, state legislature or local
authority relating to works.

I/We hereby declare that I/We have read and understood the above instructions for the guidance of
the Bidders.

Sign:
Date:
Place

39 | P a g e
 ANNEXURE II

E–TENDERING PROCESS COMPLIANCE STATEMENT

The following terms and conditions are deemed as accepted by you for participation in the bid event
(Tender Ref: EXIM/RFP/2022-23/03) - “Closed Request for Proposal (RFP) for Customer Relationship
Management Solution for Export Import Bank of India"

1. The price once submitted cannot be changed.

2. Technical and other non-commercial queries (not impacting price) can be routed to the
respective contact personnel of the EXIM Bank indicated in the tender document. Bidding
process related queries could be addressed to M/s E-Procurement Technologies Ltd personnel
indicated in the tender document.

3. Inability to bid due to glitch in telephone lines, Internet response issues, software or hardware
hangs will not be the responsibility of M/s E-Procurement Technologies Ltd or the EXIM Bank.
However, M/s E-Procurement Technologies Ltd, shall make every effort to ensure availability
of technology resources to enable continuous bidding.

4. M/s E-Procurement Technologies Ltd does not take responsibility beyond the bid event. Order
finalization and post order activities would be transacted directly between bidder and the
EXIM bank.

5. Bids once made cannot be withdrawn or modified under any circumstances.

6. The EXIM Bank reserves the right to extend or reschedule or annul the e-tender process.

7. The bidders are advised to visit for any corrigendum etc.

I / We have read, understood and agree to abide by the e-tendering process compliance statement.

Date:
Organization Name:
Designation:

40 | P a g e
 ANNEXURE III
BID SUBMISSION COVERING LETTER

Note: This Bid Offer Covering letter should be on the letterhead of the Bidder and should
be signed by an authorized person.

Mr. Kiran Patil

Deputy General Manager,
Export- Import Bank of India,
21st Floor, Centre One, World Trade Centre,
Cuffe Parade, Mumbai 400 005

Dear Sir,
Ref: “Closed Request for Proposal (RFP) for Customer Relationship Management Solution for
Export Import Bank of India " Ref. No:EXIM/RFP/2022-23/03

i. With reference to the RFP, having examined and understood the instructions, terms and
conditions forming part of the RFP.
ii. We agree and undertake that, if our Bid is accepted, we shall deliver, install and commission the
CRM Application in accordance with the Requirements specified within the RFP within the
timeframe specified, starting from the date of receipt of notification of award from The South
Indian Bank Ltd.
iii. We acknowledge having received the following addendum to the bid document:
Addendum No. Dated

• All the details mentioned by us are true and correct and if Bank observes any
misrepresentation of facts on any matter at any stage, Bank has the absolute right to reject
the bid / proposal and disqualify us from the selection process.
• We confirm that the offer is in conformity with the terms and conditions as mentioned in
RFP and it shall remain valid for 180 days from the last date of the acceptance of this bid.
• We undertake that, in competing for (and, if the award is made to us, in executing) the
above contract, we will strictly observe the laws in force in India.
• We are also aware that the Bank has also right to re-issue / recommence the bid, to which
we do not have right to object and have no reservation in this regard; the decision of The
Bank in this regard shall be final, conclusive and binding upon us.
• We confirm that our company/system integrator/other partners participating in this
bidding as part of the consortium have not been blacklisted/banned by a regulatory
authority and any previous ban is not in force at present.
Dated this ....... day of ............................. 2022
Yours faithfully,
(Signature)
(In the capacity of) Duly authorized to sign bid for & on behalf of
(Name & Address of the Bidder)

41 | P a g e
 ANNEXURE IV
UNDERTAKING FROM THE BIDDER
(To be submitted on Contractor’s own Letterhead)

To,
Mr. Kiran Patil
Deputy General Manager,
Export- Import Bank of India,
21st Floor, Centre One, World Trade Centre,
Cuffe Parade, Mumbai 400 005

Dear Sir,

Ref: “Closed Request for Proposal (RFP) for Customer Relationship Management Solution for
Export Import Bank of India "

Ref. No:EXIM/RFP/2022-23/03

I / we further agree to execute and complete the work within the time frame stipulated in the tender
scope of document. I / we agree not to employ Sub Service Providers without the prior approval of
the EXIM Bank.

I / We agree to pay Sales Tax, Works Contract Tax, Excise Tax, octroi, LBT, VAT, GST, Duties, all
Royalties and all other applicable taxes prevailing and be levied from time to time on such items for
which the same are liable and the rates quoted by me/us are Exclusive of the same.

I / we understand that you are not bound to accept the lowest tender or bound to assign any reasons
for rejecting our tender. We unconditionally agree Exim Bank’s preconditions as stipulated in the
tender documents and empanelment process.

I / We agree that in case of my/our failure to execute work in accordance with the specifications and
instructions received from the Exim Bank, during the course of the work, Exim Bank reserves the right
to terminate my contract.
Yours truly,

Name:
Designation: Seal:

42 | P a g e
 ANNEXURE V
SELF - DECLARATION FOR COMPLIANCE
(On Company Letterhead)

I < Name> working as < Designation> in < M/s. Company Name > hereby declare that I am
entrusted with the responsibility of ensuring compliance with various laws applicable to the company
in the Administration of business and affairs of the company.
After having examined and considered all relevant information and based on the information
furnished by the concerned officers, I, do hereby certify that;

1. My company complied with all applicable laws, enactments, orders, rules, regulations, and
other statutory requirements of the Central Govt. Of India, State Govt. and other statutory
and local authorities concerning the business and affairs of the company.

2. Paid all applicable statutory dues on due dates.

3. Maintain proper registers, records, documents, and books and filed proper returns, forms and
statements and furnished necessary particulars to the relevant authorities.

4. Not done or committed any act or entered any transactions in violation of any statutory
provisions.

5. My company shall strictly follow and complied to Export Import Bank of India’s policies,
procedures, and security measures during contract period.

6. My company will produce all documents for verification process as per Exim Bank’s
requirement and various audit compliance.

Date: Authorised Signatory Name:

Place: Designation:

Company Seal:

43 | P a g e
 ANNEXURE VI
DECLARATION FOR ACCEPTANCE OF RFP TERMS AND CONDITIONS
(Bidder’s Letter Head)

To,
The Deputy General Manager
Export Import Bank of India
Floor 21, Center 1 Building
World Trade Center, Cuffe Parade
Mumbai - 400005

Dear Sir,

I have carefully gone through the Terms & Conditions contained in the RFP document for selection
of vendor for Request for Proposal for “Closed Request for Proposal (RFP) for Customer Relationship
Management Solution for Export Import Bank of India "- RFP No. EXIM/RFP/2022-23/03 dated --.--
.2022. I declare that all the provisions of this RFP/Tender Document are acceptable to my company.
I further certify that I am an authorized signatory of my company and am, therefore, competent to
make this declaration.

Yours faithfully,

(Signature of the Bidder)

Printed Name
Designation
Seal
Date:
Business Address:

44 | P a g e
 ANNEXURE VII
DECLARATION FOR ACCEPTANCE OF SCOPE OF WORK
(Bidder’s Letter Head)

To
The Deputy General Manager
Export Import Bank of India
Floor 21, Center 1 Building
World Trade Center, Cuffe Parade
Mumbai - 400005

Dear Sir,
I have carefully gone through the “Scope of Work” contained in the RFP “Closed Request for Proposal
(RFP) for Customer Relationship Management Solution for Export Import Bank of India " - RFP No.
EXIM/RFP/2022-23/03 dated --.--.2022.

We hereby convey our absolute, unconditional and unqualified acceptance for the work and activities as per
the Scope of Work and other terms and conditions mentioned in the subject RFP.

I further certify that I am an authorized signatory of my company and am, therefore, competent to
make this declaration.

Yours faithfully,

(Signature of the Bidder)

Printed Name
Designation
Seal
Date:
Business Address:

45 | P a g e
 ANNEXURE VIII

DECLARATION FOR CLEAN TRACK RECORD

(Bidder’s Letter Head)
To
The Deputy General Manager
Export Import Bank of India
Floor 21, Center 1 Building
World Trade Center, Cuffe Parade
Mumbai – 400005

Dear Sir,

I have carefully gone through the Terms & Conditions contained in the RFP document for selection
of vendor for Request for Proposal for “Closed Request for Proposal (RFP) for Customer Relationship
Management Solution for Export Import Bank of India "- RFP No. EXIM/RFP/2022-23/03 dated --.--
.2022. I hereby declare that my company has not been debarred/blacklisted by any Government /
Semi Government / BFSI sector organizations/ Private organizations in India / abroad. I further certify
that I am competent officer and duly authorized by my company to make this declaration.

Yours faithfully,

(Signature of the Bidder)

Printed Name

Designation

Seal

Date:

Business Address:

46 | P a g e
 Annexure IX
IMPLEMENTATION METHODOLOGY
(Presentation and CRM project details)
Sl. No. Details of methodology / approach
1 The methodology section should adequately address the following stages of the project:
Frequency and approach for periodic reporting on the progress of the project and actual status vis
i à vis scheduled status
ii Detailed Study of Current State, with detailed work steps and deliverables
iii Gap analysis including identification and resolution of gaps
iv Customization, development and necessary work around
v Building up of interfaces with the applications used by the Bank
Setting up of the platform and deploying the CRM Application for SIB/ Other relevant
vi applications.
vii SIT, User acceptance testing, Performance testing
viii Pre-Go-live Audit, Data Migration audit, VAPT, Delivery Audit
ix Planning for rollout and identification of key issues that may arise along with proposed solutions
2 Timelines
3 Project management activities
4 Roles and responsibilities of proposed personnel both from the vendor and Bank end.

Following details with respect to the methodology followed by the vendor in Project
5Management for a Public/Private Sector Bank
Project Name
i
Project Location
ii
iii
Client Name
ivClient address
vClient contact/reference person(s)
viProject started (month/year)
viiProject elapsed time – months
viiiMan, months effort
ixProject Size (No of branches, modules covered and any other relevant details)
xName of senior project staff
xiNature of the Project
xiiProject Management Methodology used
xiiiRole of the Bidder, whether complete end to end involvement or for a particular module
Project detail (Broad detail – information about all activities handled, modules forming part of the
Project of the Client Bank, associated activities, timelines, Activity wise and module wise may be
xiv detailed.)

47 | P a g e
 Annexure X
PAST EXPERIENCE

List of major customers where the proposed solutions have been implemented/under implementation and
their reference details

Project Status
Customer Contact Details (Completed/Under
Name and complete postal
Sr.No (Name, Designation, Email, Implementation, Start
address of customer Date, End
Phone, Mobile Number)
Date)

The above details will be used for reference check/feedback.

Signature of Authorized Signatory

Name of Signatory:

Designation:

Email ID:

Mobile No:

Telephone No.:

48 | P a g e
 Annexure XI

BILL OF MATERIAL

Sr No Description Quantity
1 CRM Solution License/Subscription (with 1st year 1
warranty/subscription)
2 One Time Implementation Cost 1
3 Annual Maintenance Cost post warranty for 2nd year 1
4 Annual Maintenance/Subscription cost for 3rd Year 1
5 Annual Maintenance/Subscription cost for 4th Year 1
6 Annual Maintenance/Subscription cost for 5th Year 1
7 Customization charges per man days (applicable after project sign
off changes and freezing of BRD) - rate fixed for 5 years
8 On Site L2 resource cost per month (after post go live) 1
9 Percentage of increase in resource cost after every 12 months 1

49 | P a g e
 Annexure XII

COMMERCIAL PROPOSAL

*Unit Price *Total

Sr No Description Quantity
Price (₹) Price (₹)
1 CRM Solution along with any 1
orchestration layer (for api integration)
License with 1 year warranty
2 One Time Implementation Cost 1
3 Annual Maintenance Cost post 1
warranty for 2nd year
4 Annual Maintenance/Subscription 1
cost for 3rd Year
5 Annual Maintenance/Subscription 1
cost for 4th Year
6 Annual Maintenance/Subscription 1
cost for Year 5th Year
7 Customization charges per man days 1
(applicable after project sign off changes
and freezing of BRD) - rate fixed for 5
years
8 On Site L2 resource cost per month (after 1
post go live)
Total Cost in Rs.

9 Percentage of increase in resource cost 1

after every 12 months

Notes:

1. Quoted price should be exclusive of all taxes and duties.

2. Bidder should input percentage of increase in resource cost after every 12 months between 8%
to 20%.
3. Only point number 1 to 8 will be considered for arriving at relative financial score
4. The bidder shall meet the requirements of Goods & Services Tax (GST)
5. The licenses provided should consider internal users count as minimum 1000 and unlimited
customers for arriving at solution cost either perpetual or subscription on cloud/on prim model.
The Bank will not bear any cloud charges like hosting/bandwidth/firewall/ WAF etc.

50 | P a g e
 Annexure XIII
CUSTOMER SATISFACTION CERTIFICATE

To,
Mr. Kiran Patil
Deputy General Manager
Export- Import Bank of India, 21st Floor, Centre One,
World Trade Centre,
Cuffe Parade, Mumbai 400 005

Sir,

Reg.: RFP for CRM Solution

This is to certify <company Name with Address>has supplied/implemented Complete CRM solution

originally developed by <OEM name> in our organization since <Month and Year>.

The CRM solution is running successfully in our organization and the services of <company Name >are

satisfactory.

The certificate has been issued on the specific request of the <company Name >.

Signature of Authorized Signatory

Name of Signatory:

Designation:

Email ID:

Mobile No:

Telephone No.:

<seal of Bank/Client>

Place: Date:

51 | P a g e
 Annexure XIV

ELIGIBILITY CRITERIA OF THE BIDDER

Following format has to be filled by the Bidder and has to be submitted along with technical bid
and relevant documentary proof.
SUPPORTING DOCUMENTS TO BE
Sr.No ELIGIBILITY CRITERIA
SUBMITTED

1 The solution provider should have valid GST and PAN

Number.
2 The solution provider should have a valid registration
number.
3 Documents uploaded as per document checklist

Note:
1. Documentary proof, sealed and signed by authorized signatory, must be submitted
2. Proposal of the bidders are liable to be rejected in case of incomplete information or wrong
information or non-submission of documentary proof.

52 | P a g e
 Annexure XV
STATEMENT OF NIL DEVIATIONS
(To be submitted in the Bidder's letterhead)

To,
Mr. Kiran Patil,
Deputy General Manager,
Export- Import Bank of India, 21st Floor, Centre One,
World Trade Centre,
Cuffe Parade, Mumbai 400 005

Re: Tender RFP Ref: _____________________________________________

Dear Sir,
There are no deviations (nil deviations) from the terms and conditions of the tender. All the terms
and conditions of the tender are acceptable to us.

Yours faithfully,
(Authorized Signatory of Bidder)
Date:
(Company Seal)

53 | P a g e
 Annexure-XVI

LETTER OF COMPETENCE FORMAT

[To be executed on a Rs 100 non-judicial stamp paper]

Letter of Competence for Quoting against EXIM BANK’s

RFP No. /……………..“ Closed Request for Proposal (RFP) for Customer Relationship Management
Solution for Export Import Bank of India "

This is to certify that we [Insert name of Bidder], Address… are fully competent to undertake and
successfully deliver the scope of services mentioned in the above RFP. This recommendation is being
made after fully understanding the objectives of the project and requirements like experience etc.

We certify that the quality and number of resources to be deployed by us for implementation will be
adequate to implement the connectivity expeditiously and correctly and provide the services
professionally and competently.
We also certify that all the information given by in response to this RFP is true and correct.

Authorised Signatory of the Bidder

Date :

54 | P a g e
 Annexure XVII

NON – DISCLOSURE AGREEMENT

[100 Rs non judicial stamp paper]

This Agreement is made on the _________ day of _______________________ by and between

_______________________________, (an ____________________ incorporated under the
________________) having its office at _______________________ (hereinafter referred to as
“_______________” or the “Receiving Party”, which expression unless repugnant to the context or
meaning thereof be deemed to include its successors and assigns) of the ONE PART;
AND
Export-Import Bank of India, a corporation established under the Export-Import Bank of India Act,
1981 and having its Head Office at Floor 21, Centre One Building, World Trade Centre Complex, Cuffe
Parade, Mumbai 400 005 and one of its Regional Office at___________________________________
hereinafter referred “EXIM” or “Disclosing Party”) which expression unless repugnant to the context
or meaning thereof be deemed to include its successors and assigns) of the OTHER PART.
____________ & EXIM are hereinafter collectively referred to as the “Parties” and individually as a
“Party”.
WHEREAS

The Parties intend to engage in a business relationship which includes

___________________________________________________. In the course of such business
relationship, it is anticipated that EXIM may disclose or deliver to __________ certain or some of its
trade secrets, policies, technical and business information, pricing, financial analysis, customer
names, customer list, customer data or any other confidential or proprietary information, for the
purpose of ______________________________ (hereinafter referred to as “the Purpose”).

NOW, THEREFORE, THIS AGREEMENT WITNESSETH AND IT IS HEREBY AGREED BY AND BETWEEN
THE PARTIES HERETO AS FOLLOWS:

1. Confidential information: For the purposes of this Agreement, “Confidential Information”

means any and all information or data that is proprietary to the Disclosing Party and not
generally known to the public, whether in tangible or intangible form, in whatever medium
provided by the Disclosing Party to the Receiving Party or its representative(s) in connection
with the Purpose and the business transacted/to be transacted between the Parties.
Confidential Information shall include any copy, abstract, sample, notes or module thereof.
The Receiving Party shall use the Confidential Information solely for and in connection with the

55 | P a g e
 Purpose.
Notwithstanding the foregoing, “Confidential Information” shall not include any information
which the Receiving Party can show: (a) is now or subsequently becomes legally and publicly
available without breach of this Agreement by the Receiving Party, (b) was rightfully in the
possession of the Receiving Party without any obligation of confidentiality prior to receiving it
from the Disclosing Party and can be shown by documentary evidence in support thereof, (c) was
rightfully obtained by the Receiving Party from a source other than the Disclosing Party without
any obligation of confidentiality and can be shown by documentary evidence in support thereof,
(d) was developed by or for the Receiving Party independently and without reference to any
Confidential Information and such independent development can be shown by documentary
evidence, or (e) is disclosed pursuant to an order of a court or governmental agency as so
required by such order, provided that the Receiving Party shall endeavour to, unless prohibited
by law or regulation, promptly notify the Disclosing Party of such order and afford the Disclosing
Party the opportunity to seek appropriate protective order relating to such disclosure.
2. Non-disclosure: The Receiving Party shall not commercially use or disclose any Confidential
Information to any other person or entity other than persons in the direct employment of the
Receiving Party who have a need to have access to and knowledge of the Confidential Information
solely for the Purpose authorized above. The Receiving Party may with prior written permission
of the Disclosing Party, disclose the Confidential Information to its affiliates, consultants, advisors
and such other persons who have a need to have access to and knowledge of the Confidential
Information solely for the Purpose authorized above, subject to their entering into an agreement
containing terms and conditions no less restrictive than as set out in this Agreement. The
Receiving Party agrees to notify the Disclosing Party immediately if it learns of any use of
disclosure of the Disclosing Party’s Confidential Information in violation of the terms of this
Agreement. The Receiving Party undertakes to take full responsibility for the Confidential
Information given to their Consultants, Advisors, Affiliates and other persons referred in above
and consequently any breach by such Consultants, Advisors Affiliates and other persons referred
in above shall be treated as breach by the Receiving Party and accordingly will be liable to the
Disclosing Party.
3. Publications: Neither Party shall make news releases, public announcements, give interviews,
issue or publish advertisements or publicize in print or electronic media or any other manner
whatsoever in connection with this Agreement, the contents/provisions thereof, other
information relating to this Agreement, the Purpose, the Confidential Information or other
matter of this Agreement, without the prior written approval of the other Party.
4. Term: This Agreement shall be effective from the date hereof and shall continue till the earlier to
occur of (i) the expiration of 1 (one) year from the date of this Agreement unless renewed by
both the parties in writing and (ii) till expiration or termination of this Agreement due to cessation
of the business relationship between ______________ and EXIM. However, the confidentiality

56 | P a g e
 obligations shall survive the termination of this Agreement. Upon expiration or termination as
contemplated herein the Receiving Party shall immediately, cease any and all disclosures or uses
of the Confidential Information and at the request of the Disclosing Party promptly return or
destroy all written, graphic or other tangible forms of the Confidential information and all copies,
abstracts, extracts, samples, notes or modules thereof. That portion of the Information which
consists of analyses, compilations, studies or other documents or data prepared by the Receiving
Party or its representatives, will continue to be held by the Receiving Party and will be treated as
confidential.
5. Title and Proprietary Rights: Notwithstanding the disclosure of any Confidential Information by
the Disclosing Party to the Receiving Party, the Disclosing Party shall retain title and all intellectual
property and proprietary rights in the Confidential Information. No license under any trademark,
patent or copyright, or application for same which are now or thereafter may be obtained by
such Party is either granted or implied by the conveying of Confidential Information. The
Receiving Party shall not conceal, alter, obliterate, mutilate, deface or otherwise interfere with
any trademark, trademark notice, copyright notice, confidentiality notice or any notice of any
other proprietary right of the Disclosing Party on any copy of the Confidential Information, and
shall reproduce any such mark or notice on all copies of such Confidential Information. Likewise,
the Receiving Party shall not add or emboss its own or any other any mark, symbol or logo on
such Confidential Information.
6. Return of Confidential Information: Upon written demand of the Disclosing Party, the Receiving
Party shall (i) cease using the Confidential Information,
(ii) return the Confidential Information and all copies, abstract, extracts, samples, notes or
modules thereof to the Disclosing Party within seven (7) days after receipt of notice, and (iii) upon
request of the Disclosing Party, certify in writing that the Receiving Party has complied with the
obligations set forth in this agreement.
7. Remedies: Both parties acknowledge that the Confidential Information to be disclosed
hereunder is of a unique and valuable character, and that the unauthorized dissemination of the
Confidential Information would destroy or diminish the value of such information. The Receiving
Party acknowledges that if the Receiving Party fails to comply with any of its obligations
hereunder, the Disclosing Party may suffer immediate, irreparable harm for which monetary
damages may not be adequate. The Receiving Party agrees that, in addition to all other remedies
provided at law or in equity, the Disclosing Party shall be entitled to injunctive relief hereunder.
8. Entire Agreement, Amendment, and Assignment: This Agreement constitutes the entire
agreement between the Parties relating to the matters discussed herein and supersedes any and
all prior oral discussions and/or written correspondence or agreements between the Parties. This
Agreement may be amended or modified only with the mutual written consent of the Parties.
Neither this Agreement nor any right granted hereunder shall be assignable or otherwise
transferable.

57 | P a g e
 9. Notices: Any notice or other communication under this Agreement shall be in writing and shall
be delivered personally, or sent by pre-paid first class post or recorded delivery or by commercial
courier or by electronic mail, to a party at its address as set out below:

Disclosing Party: Export – Import Bank of India

Receiving Party: ______________________
or as otherwise specified by a party by notice in writing to the other party.
Any notice or other communication shall be deemed to have been duly received:
i. if delivered personally, when left at the address and for the contact referred to in
this clause; or
ii. if sent by pre-paid first-class post or recorded delivery, at 11.00 am on the fourth
business day after posting; or
iii. if delivered by commercial courier, on the date and at the time that the courier's
delivery receipt is signed; or
iv. if sent by an electronic mail, on the day of receipt, if received before 11.00 a.m on a
business day, or otherwise on the first business day after receipt.
10. Governing Law and Jurisdiction: The provisions of this Agreement shall be governed by the
laws of India and the parties submit to the jurisdiction of courts/tribunals at Mumbai.
11. General: The Receiving Party shall not reverse-engineer, decompile, disassemble or
otherwise interfere with any Confidential Information disclosed hereunder.
All Confidential Information is provided on “as is” basis. In no event shall the Disclosing
Party be liable for the inaccuracy or incompleteness of the Confidential Information. None of the
Confidential Information disclosed by the Parties constitutes any representation, warranty,
assurance, guarantee or inducement by either Party to the other with respect to the fitness of
such Confidential Information for any particular purpose or infringement of trademarks, patents,
copyrights or any right of third persons. Each party agrees to maintain and go by all the extant
laws, regulatory guidelines and such other similar regulations.

IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the date first above
written.

Disclosing Party Receiving Party

By_____________________ By_____________________
Name: Name:
Title: Title:

58 | P a g e
 Annexure XVIII
INTEGRITY PACT
[500 Rs non judicial stamp paper]

Between
Export-Import Bank of India (EXIM BANK) hereinafter referred to as “The Principal”,
And
…………………………………… hereinafter referred to as “The Bidder/ Contractor”

Preamble
The principal intends to award, under laid down Organizational procedures, contract/s for “Closed
Request for Proposal (RFP) for Customer Relationship Management Solution for Export Import Bank
of India”. The Principal values full compliance with all relevant laws of the land, rules, regulations,
economic use of resources and of fairness / transparency in its relations with its Bidder(s) and / or
Contractor(s).

In order to achieve these goals, the principal will appoint Independent External Monitors (IEMs) who
will monitor the tender process and the execution of the contract for compliance with the Principles
mentioned above.

Section 1 - Commitments of the Principal

(1) The Principal commits itself to take all measures necessary to prevent corruption and to observe
the following principles: -
a. No employee of the Principal, personally or through family members, will in connection
with the tender for, or the execution of a contract, demand; take a promise for or accept,
for self or third person, any material or immaterial benefit which the person is not legally
entitled to.
b. The Principal will, during the tender process treat all Bidder(s) with equity and reason. The
Principal will in particular, before and during the tender process, provide to all Bidder(s)
the same information and will not provide to any Bidder(s) confidential / additional
information through which the Bidder(s) could obtain an advantage in relation to the
tender process or the contract execution.
c. The Principal will exclude from the process all known prejudiced persons.
(2) If the Principal obtains information on the conduct of any of its employees which is a criminal
offence under the IPC/PC Act, or if there be a substantive Suspicion in this regard, the Principal
will inform the Chief Vigilance Officer and in addition can initiate disciplinary actions.

59 | P a g e
Section 2 - Commitments of the Bidder(s)/ Contractor(s)
(1) The Bidder(s) / Contractor(s) commit themselves to take all measures necessary to prevent
corruption. The Bidder(s) / Contractor(s) commit themselves to observe the following principles
during participation in the tender process and during the contract execution.

a. The Bidder(s)/ Contractor(s) will not, directly or through any other person or firm, offer,
promise or give to any of the Principal’s employees involved in the tender process or the
execution of the contract or to any third person any material or other benefit which he/she
is not legally entitled to, in order to obtain in exchange any advantage of any kind
whatsoever during the tender process or during the execution of the contract.

b. The Bidder(s)/ Contractor(s) will not enter with other Bidders into any undisclosed
agreement or understanding, whether formal or informal. This applies in particular to
prices specifications, certifications, subsidiary contracts, submission or non-submission of
bids or any other actions to restrict competitiveness or to introduce cartelization in the
bidding process.

c. The Bidder(s)/ Contractor(s) will not commit any offence under the relevant IPC/PC Act;
further the Bidder(s)/ Contractor(s) will not use improperly, for purposes of competition or
personal gain, or pass on to others, any information or document provided by the principal
as part of the business relationship, regarding plans, technical proposals and business
details, including information contained or transmitted electronically.

d. The Bidder(s)/ Contractors(s) of foreign origin shall disclose the name and address of the
Agents/representatives in India, if any. Similarly, the Bidder(s)/ Contractors(s) of Indian
Nationality shall furnish the name and address of the foreign principals, if any.

e. The Bidder(S)/ Contractor(s) will, when presenting their bid, disclose an any and all
payment made, are committed to or intends to make to agents, brokers or any other
intermediaries in connection with the award of the contract.

f. Bidder(s)/Contractor(s) who have signed the Integrity Pact shall not approach the Courts
while representing the matter to IEMs and shall wait for their decision in the matter.

(2) The Bidder(s)/ Contractor(s) will not instigate third person to commit offences outlined above
or be an accessory to such offences.

Sanction 3 - Disqualification from tender process and exclusion from future contracts

60 | P a g e
If the Bidder(s)/ Contractor(s), before award or during execution has committed a transgression
through a violation of Section 2, above or in any other form such as to put their reliability or credibility
in question, the Principal is entitled to disqualify the bidder(s)/ Contractors(s) from the tender
process.

Sanction 4 – Compensation for Damages

(1) If the principal has disqualified the Bidder(s) from the tender process prior to the award
according to Section 3, the Principal is entitled to demand and recover the damages
equivalent to Earnest Money Deposit/Bid Security.

(2) If the Principal has terminated the contract according to Section 3, or if the Principal is
entitled to terminate the contract according to Section 3, the Principal shall be entitled
to demand and recover from the Contractor liquidated damages of the Contract value or
the amount equivalent to Performance Bank Guarantee.
Section 5 - Previous transgression
(1) The Bidder declares that no previous transgressions occurred in the last three years with
any other Company in any country conforming to the anti-corruption approach or with
any Public Sector Enterprise in India that could justify his exclusion from the tender
process.
(2) If the Bidder makes incorrect statement on this subject, he can be disqualified from the
tender process.
Section 6 — Equal treatment of all Bidders / Contractors / Subcontractors
(3) In ease of Sub-contracting, the Principal Contractor shall take the responsibility of the
adoption of Integrity Pact by the Sub-contractor.
(4) The Principal will enter into agreements with identical conditions as this one with all
Bidders and Contractors.
(5) The Principal will disqualify from the tender process all bidders who do not sign this Pact
or violate its provisions.
Section 7 - Criminal charges against violating Bidder(s) / Contractor(s) / Subcontractor(s)
If the Principal obtains knowledge of conduct of a Bidder, Contractor or Subcontractor, or of an
employee or a representative or an associate of a Bidder, Contractor or Subcontractor which
constitutes corruption, or if the Principal has substantive suspicion in this regard, the Principal will
inform the same to the Chief Vigilance Officer.

Section 8 - Independent External Monitor

61 | P a g e
 (1) The Principal has appointed competent and credible Independent External Monitor for
this Pact after approval by Central Vigilance Commission. Names and Addresses of the
Monitors are given below;
Mrs. Anita Chaudhary Mrs. Rajni Sekhri Sibal
IAS (Retd.), Block T, 28/11, DLF III, IAS(Retd.), House No-G-9, Second Floor
Gurgaon-122002 Maharani Bagh, New Delhi-110065
Email: [email protected] Email: [email protected]
The task of the Monitor is to review independently and objectively, whether and to what
extent the parties comply with the obligations under this agreement.

(2) The Monitor is not subject to instructions by the representatives of the parties and
performs his/her functions neutrally and independently. The Monitor would have access
to all Contract documents, whenever required. It will be obligatory for him / her to treat
the information and documents of the Bidders/Contractors as confidential. He/ she
reports to the Managing Director (MD), EXIM BANK.

(3) The Bidder(s)/Contractor(s) accepts that the Monitor has the right to access without
restriction to all Project documentation of the Principal including that provided by the
Contractor. The Contractor will also grant the Monitor, upon his/her request and
demonstration of a valid interest, unrestricted and unconditional access to their project
documentation. The same is applicable to Sub-contractors.
(4) The Monitor is under contractual obligation to treat the information and documents of
the Bidder(s)/ Contractor(s)/ Sub-contractor(s) with confidentiality. The Monitor has also
signed declarations on ‘Non-Disclosure of Confidential Information’ and of ‘Absence of
Conflict of Interest’. In case of any conflict of interest arising later, the IEM shall inform
Managing Director (MD), EXIM BANK and recuse himself / herself from that case.
(5) The Principal will provide to the Monitor enough information about all meetings among
the parties related to the Project provided such meetings could have an impact on the
contractual relations between the Principal and the Contractor. The parties offer to the
Monitor the option to participate in such meetings.
(6) As soon as the Monitor notices, or believes to notice, a violation of this agreement,
he/she will so inform the Management of the Principal and request the Management to
discontinue or take corrective action, or to take other relevant action. The monitor can
in this regard submit non-binding recommendations. Beyond this, the Monitor has no
right to demand from the parties that they act in a specific manner, refrain from action
or tolerate action.

62 | P a g e
 (7) The Monitor will submit a written report to the Managing Director (MD), EXIM BANK
within 8 to 10 weeks from the date of reference or intimation to him by the Principal
and, should the occasion arise, submit proposals for correcting problematic situations.
(8) If the Monitor has reported to the Managing Director (MD), EXIM BANK, a substantiated
suspicion of an offence under relevant IPC/ PC Act, and the Managing Director (MD),
EXIM BANK has not, within the reasonable time taken visible action to proceed against
such offence or reported it to the Chief Vigilance Officer, the Monitor may also transmit
this information directly to the Central Vigilance Commissioner.
(9) The word ‘Monitor’ would include both singular and plural.

Section 9 - Pact Duration

This Pact begins when both parties have legally signed it. It expires for the Contractor 12 months after
the last payment under the contract, and for all other Bidders 6 months after the contract has been
awarded. Any violation of the same would entail disqualification of the bidders and exclusion from
future business dealings.
If any claim is made / lodged during this time, the same shall be binding and continue to be valid
despite the lapse of this pact as specified above, unless it is discharged / determined by Managing
Director (MD) of EXIM BANK.

Section 10 - Other provisions

(1) This agreement is subject to Indian Law. Place of performance and jurisdiction is the
Registered Office of the Principal, i.e. Mumbai.
(2) Changes and supplements as well as termination notices need to be made in writing. Side
agreements have not been made.
(3) If the Contractor is a partnership or a consortium, this agreement must be signed by all
partners or consortium members.
(4) Should one or several provisions of this agreement turn out to be invalid, the remainder of
this agreement remains valid. In this case, the parties will strive to come to an agreement
to their original intentions.
(5) Issues like Warranty / Guarantee etc. shall be outside the purview of IEMs.
(6) In the event of any contradiction between the Integrity Pact and its Annexure, the Clause
in the Integrity Pact will prevail.

__________________________ _____________________________
(For & On behalf of the Principal) (For & On behalf of Bidder/Contractor)
(Office Seal) (Office Seal)

63 | P a g e
Place_________________
Date__________________

Witness 1:
(Name & Address) __________________________________________
__________________________________________
__________________________________________

Witness 2:
(Name & Address) __________________________________________
__________________________________________
__________________________________________

64 | P a g e
 Annexure XIX
PROPOSED SOLUTION LICENSING MODEL AND UPGRADES
Licensing Model & Upgrades Response
Specify different Licensing Model of the CRM
1 Application (Enterprise/User License/Both).
No separate licenses shall be needed in DR & UAT
2 environments.
3 Specify Nature of License (Perpetual/Subscription)
Any separate master agreement to be executed with
4 OEM for Licensing?
Specify Model of Solution Upgrade & Mobile Client
5 for next 5 years post expiry of warranty
All product upgrades can be implemented in DC/DR
sites without any additional cost to bank during AMC
6 period
Whether all security updates based on Audit from
Regulatory/External agencies shall be provided
7 without any additional cost

65 | P a g e
 Annexure XX

PROPOSED SOLUTION GENERAL ARCHITECTURE DETAILS

Architecture/General Response
Specify the model of deployment of the solution (On
Premise/Cloud). If the proposed solution is
supporting in Cloud and On-Premises models, it can
1 be mentioned separately in response.
Detailed list of OS / DB/ Middleware/ Webserver
/Application Platform & any other supporting
software/license to be procured by Bank for
2 implementation
Specify Hardware Specifications needed with
Architecture Diagram, Network Diagram, Schema
Design, and Functional Specification Document of the
solution for proposed implementation. (In hardware
3 details, Mention the no of CPU Cores, memory etc).
Specify the Web Server, Application Platform & DB
4 Details
Maximum memory used by the application in Client
5 Side
Product Customization Certification Training shall be
6 provided by OEM
Specify Client Machine configuration required to
7 access CRM Solution smoothly.
Specify List of Supported Browsers for accessing the
solution with Base version details in each browser (IE,
8 Chrome, and Mozilla Firefox).
Specify the End of Life of present version of software
9 proposed.
Specify the mode of Data Security of the application
10 available
Ability to encrypt Personal Identifiable information
11 (PII) of Customer Data in Database
Availability of custom web portal from CRM
Application which can be deployed in DMZ server &
intranet zone for Lead Creation, Complaint
12 Management & Campaign Management.

66 | P a g e
 Annexure XXI
TECHNICAL COMPLIANCE

A Lead Module Compliance Remark

(Complied/Non-Complied/
Customization)
Ability to generate leads for Customers and
1 Non-Customers (Prospects).
Ability to create leads in CRM from different
channels like Mobile Application, SMS,
Email, Social Media, Chabot, Bank’s internal
2 portal etc through API’s.
Ability to perform Omni Channel Lead
3 management
Ability to incorporate Lead Generation (LG)
and Lead Conversion (LC) concept in the
4 Lead Management Module.
Ability to assign the Lead Ownership to CRM
5 users based on business logic.
Ability to auto assign leads based on
business rules or configuration on Product
6 Wise /Category/Customer Group wise etc.
Ability to create Lead Lifecycle/Workflow
based on Product or any other field in lead
7 entity.
Ability to generate and push lead
notification to CRM users (Lead
Owner/Generator, Lead
Converter/Supervisor) through SMS, Email
8 Channel on real time basis.
Ability to generate SMS/Email notification to
customer on lead creation, lead closure and
on different stages of lead process based on
9 lead workflow configuration.
Ability to configure Lead TAT Escalation
10 based on Product Category.
Ability to attach documents by CRM users for
11 any lead.
Ability to show customer interactions
(happening from different channels like
Email,SMS,Chat,WebSite,IVR) of a lead in a
single view of Lead Screen to bring an Omni
12 Channel Experience
Ability to assign the lead ownership based on
13 the Lead TAT Escalation mechanism.
Ability of auto-closure of Leads by
integrating with different subsystems like
14 CBS, BPM (Workflow Software), Third Party

67 | P a g e
 Applications in real time and batch mode of
integration.

Differentiator to identify a lead is closed

manually by any CRM user or auto closed by
15 the software.
Lead Creation, Closure and Processing API
16 availability.
Ability to track lead using any of the lead
identifiers such as Lead ID, Customer ID,
17 Mobile Phone, Email etc.
Email Integration Capability for Lead
18 Creation with Mailbox
Lead Integration capability with SMS
19 Gateway
Lead Email Tracking ability & mailbox folder
20 tracking option for lead generation
Ability to generate dynamic reports on lead
module & option to export the result set into
21 different formats like docx, pdf etc.
Option configure de-duplication check on
lead creation using business logic shared by
the Bank based on any field in Lead Object in
22 configurable mode.
Ability to do text mining and NLP processing
for processing leads getting created through
23 Email Channel.
Ability to configure lead visibility based on
User Role/Organization Hierarchy or Team
24 wise.
Maker/Checker functionality in Lead
Processing in configurable mode based on
25 product.
Ability for bulk import of leads from feed
file/excel file by privileged CRM users from
26 GUI.
Availability of Document Repository for Lead
Module to be available for CRM user’s like
executives/officers with keyword based
27 content tagging and search ability
Ability to configure the Bulk Import Leads
28 fields from GUI.
Suitable provision to Share & engage the
leads with another team without change of
ownership. Suitable permissions to
EDIT/VIEW provision will also be required to
29 initiate them on a need basis.

68 | P a g e
 Lead scoring functionality: Ability to mark
scoring on leads generated for
Customer/Non Customers. For example,
leads scoring logic can be based on
CUSTOMER PROFITABILITY INDEX/Customer
Worth, Transaction history, Internal Rating,
vintage criteria etc. for customers and for
the Non Customers it can be based on
previous interactions, on AI inputs, income
criteria/profession/line of business, based
30 on any field inputs etc.
Ability to provide system generated Next
Best Action prompt on leads based on ML/AI
triggers, previous interactions, lead scoring ,
31 etc.
Ability to configure lead process cycle like
creation of a process master for the entire
32 lead
Activity Management & Tracking: Provision
to set up different tasks such as, phone call,
appointments, meetings, e-mail etc. Further
to this, facility to modify the status of the all
the pending activities like
33 meeting/appointment etc.
Alert/Notification: Notification functionality
on the scheduled activity to any crm user,
34 prior to the scheduled date & time.
Ability to set lead ownership based on
product basis , or in Round Robin pattern if
multiple users are available in a team with
option to configure the logic in application
35 by Sales Team
Availability of Audit trails to identify all the
modifications (in field level and data level)
36 done in a lead.
Data quality check is in-built into the system
37 and data governance is part of this module.

B Customer Service Management

Ability to create Service request for
1 Customers as well as Non-Customers
De-duplication check on Service Request
based on Service Request Category or any
other field present in the Service Request
2 screen.
Ability to configure Service Request
3 Lifecycle/Workflow
Ability to create Service Request from
different channels like Email, SMS, Website,
4 Social Media, IVR, Chatbot, RBI CMS Portal,

69 | P a g e
 or any other channel by integrating via
API/DB call/Gateway protocols.

Ability to perform Omni Channel Customer

5 Service Management.
Ability to configure Owner team for service
request based on any field in the Case
object. (Eg:ProductWise/ Nature of
6 Complaint /Channel of complaint etc)
Ability to route / auto assign Rejected
Complaints to Internal Ombudsman
7 Team/Any other internal team.
Maker/Checker functionality in Service
8 Request Processing.
Ability to auto-escalate as well as manual
escalation of service request to different
9 teams based on TAT
Ability to escalate complaint created in one
channel (e.g.: Email, SMS) from another
10 channel. (eg: Website, IVR)
Ability to create escalation matrix for service
11 request based on Category of the Complaint.
SMS and Email Notification to CRM
user(Owner, Supervisor) on case creation
12 and case escalation
Ability to assign service request manually to
any user/team and automatically using pre-
configured rules based on Complaint
13 Category/Product.
Availability of Native APIS for Service Req
14 Creation/Closure/Processing
Ability to generate dynamic reports on
service request & option to export the result
15 set into different formats like excel, pdf etc.
Ability to send email, sms notification on
different stages of service request
processing from Application (To be sent
16 from Server directly with email threading)
Ability of configuring Holiday Master in
Service Module for considering the TAT for
17 complaint
Ability to create a child case/service request
within the Primary case/Service request.
(Scenario: Along with a major compliant
customer will be mentioning other queries/
complaints associated with the
product/service which shall be created as a
subset of primary complaint. Post creation of
child case this will be assigned to team which
18 need to provide resolution. Once resolution

70 | P a g e
 is received in CRM primary case would be
resolved post reverting to customer by case
owner).

Ability to provide Notification for user/ case

owner when a new mail is attached to
existing open case/complaint from
19 customer.
Ability to identify service requests /
complaints made by same customer for an
issue even when these are made through
20 different channels.
Ability to include all inter-departmental
communications/ remarks within the
21 module.
Data quality check is in-built into the system
22 and data governance is part of this module.

C Customer 360 View

Consolidated Single Snapshot View to see all
the customer relationship by fetching data
from different subsystems like CBS,
Sharepoint intranet site, Email, SMS
1 Gateway etc
Capability to display On Demand data by
integrating with other solutions like
CBS(Finacle 10), Sharepoint intranet site, &
2 Chat Bot etc via API/DB Call.
Display of all the Product Holdings & Services
Availed by the customer in Customer 360
3 screen
Customer Profile Generation from Customer
4 360 module.
Data Capture and Display all customer
interactions irrespective of channels of
communication (Leads, service request,
email communication, Chat, campaign
targeted) in 360 view itself via API’s, Manual
5 Mode & DB Call’s.
Capability to drill down the customer details
6 from 360 View.
Detailed View of Account Holdings (Loans,
BG’s, LC’s etc) of a customer in Customer 360
7 module.
Drill down option from Customer 360 screen
8 to Detailed View screens.

71 | P a g e
 Search Option/Filter options from the
Customer Database using any of the
customer data field (Advanced Find) & ability
to export the result set to different formats
9 like excel, pdf etc.
Provision for digital KYC Compliance with
option to upload the necessary OVD
document and capture KYC fields by CRM
Users and perform validation based on the
document type with maker checker
10 provision.
Audit Trail of Contact Information in
Customer 360 which shall be configurable on
11 field wise manner.
Capability to create and manage lead &
service request directly in Customer 360
12 view.
Capability to show the
leads/cases/campaign details of a customer
13 in 360 view.
Capability to create prospects with minimal
information and also to convert prospects to
14 customer.
Providing unified view of Customer 360 in
15 Mobile Client
Capability to classify customer based on any
customer data field present in Customer
Database which shall be refreshed using the
16 daily data feed to be fetched from CBS.
Option to modify specific customer fields
and attach documents in different formats
(like pdf, docx, jpg, png etc) in Customer 360
17 View.
Option to create any number of new custom
fields in Customer 360 main screen and sub
screen with provision to add custom
18 validation logic by the administrators
Maker/Checker functionality in Customer
Screen for data capture of Customer Fields
with option to enable/disable the
19 functionality field wise.
ML & AI capabilities to display the cross
20 sell/up sell products in customer 360 page
Plugin/Interface to integrate with Social
Media Platforms(Facebook, Twitter,
Instagram etc) from Customer 360 Module
21 of a customer.
Data quality check is in-built into the system
22 and data governance is part of this module.

72 | P a g e
 D User Management
AD Authentication mechanism for CRM User
Login using Bank’s existing Active
1 Directory/Azure active directory.
Ability to create CRM user in different roles
(Sales/Service User, Marketing User, Call
2 Center User etc).
Ability to tag the user to any
team/groups/regional offices etc. Also a user
shall be able to added in more than one
3 team
Ability to set the user visibility to each
4 modules based on User's team or Role.
Ability to restrict user permission to each
5 modules(Read/Write)
Ability to handle employee transfer and
designation change in CRM based on HRMS
6 Data Feed on a daily frequency.
Ability to generate audit log of the activities
7 done in a user login by Admin/Super User.

E Integration Capability
Ability to integrate with Email gateway
(SMTP service & Server level Email
Authentication ) and SMS Gateway(through
1 DB/API’s interfaces)
Ability to interface with third party
applications via Web Services (REST/SOAP)
and ISO communication, SQL queries(Oracle,
2 SQLServer, MySQL DB)
Ability to integrate with directory services
standards like LDAP( Microsoft Active
3 Directory)
Availability of integration
toolkit/SDK/Standard IDE as out of box for
customization by Bank’s Team without the
need of separate customization.as part of
CRM platform at no additional license or
4 product cost.
Whether Source code of customizations will
5 be shared with Bank
Whether Product Source code will be shared
with Bank for code review and
6 customization.
Ability to create/modify GUI fields by Front
7 End by admin user.
Ability to modify and create GUI
layout/dashboard/User Screen and adding
8 validations/java scripting by the admin user.

73 | P a g e
 Capability to integrate with Partner’s CRM
for leads and complaint management of
9 third party products.
Ability to integrate with Social Media
Platform( Facebook, WhatsApp, Twitter,
Instagram) & Bank’s Chatbot solution
through native API’s supported in the
platforms and availability of OOB(Out of the
10 Box) plugins for Integration.
Capability to onboard Existing customers by
fetching data from Customer 360 on lead
11 conversions in upsell and cross sell.
Capability to capture customer data in CRM
through lead and share the same data into
other applications via DB Call’s and API’s for
respective asset and liability products to
12 ensure smooth conversion.
Solution shall integrate with
IBM/Oracle/Leading ESB/API Connect
solution for SMS, OTP Sending through Rest
13 API’s and DB calls.
Ability to integrate with any channel through
14 DB Call’s and API’s.
Ability to process Inbound API’s and
15 outbound API’s.
Ability to configure the API integration(
Inbound & Outbound API’s) by the
16 administrator through GUI
Ability to share date with data ware house
17 system/ODS.
Ability to carry the integrations in STP mode
and to perform Reconciliation, Error logging
18 & generate reports
The portal should have capabilities to
included chat-bots, engagement engines,
live-chats, video calls, & integration with
19 document management system
the CRM should have extensions to
20 Microsoft Outlook, Microsoft teams etc

F Mobility
Availability of Native Mobile App of CRM in
1 Android & IOS Platforms.
Availability of Customer 360, Sales and
Service Module as Out of Box Modules in
Mobile Client without any additional
2 customizations
Ability to publish the changes in real time to
Mobile Client whenever any update/patch is
3 deployed on the CRM Web Application

74 | P a g e
 Compatibility of Mobile Client with latest
4 Android OS & IOS versions.
Ability to add/modify GUI fields by admin
5 user.
GPS tracking & Geo-Tagging sales user of
6 Mobile Client
Ability to work offline, and then
automatically synchronizes data bi-
directionally once a connection has been re-
7 established.
Option to create tasks, Easily manage and
enter account info., Add and organize
contacts, Schedule meetings: Transmit
meeting notes or details at the point of
contact, Assign follow up activities, Track
existing or new opportunities, Request
8 approvals
Ability to control the mobile device access of
CRM and provides access and relevant data
to authorized individuals only and with
encryption, authentication, and
authorization technologies and role based
9 services

G Reports/Analytical Component
Ability to generate On the Fly/Dynamic
1 Reports from Application through GUI
Ability to generate reports in Application via
SSRS Services or using SQL Query from
2 Backend
Ability to export the reports to excel, pdf,
3 docx formats
4 Ability to drill down the Reports
Ability to generate a summarized report
5 from an existing report by normal users
Ability to incorporate Graphical
6 Representation in Reports.
Capability of Reporting Application to
generate analytical reports on trends and
data patterns based on Customer
Interactions & transactions & also using
7 customer data in CRM
Ability to fetch result set from other
Application Databases and use it for
generating reports by combining with the
data available in CRM Databases. For
example some reports might need to be
generated by combining transactional data
8 from CBS/Other Subsystems and CRM Data(

75 | P a g e
 says Lead Details) for showing the
Profitability aspect.

Facility to create Reports from the Tool by

Bank IT team using SQL Queries/any
Scripting Language/GUI Based Platform or
9 another Object Oriented Language.
Ability to generate AI driven reports on
Optimize customer and client interaction to
integrate data analysis by Artificial
Intelligence (AI) and Machine Learning (ML)
10 capabilities.
The system should have a capability to
provide an integrated reporting tool for new
reports to be created as required. The tool
should enable the Business users to create
11 dynamic reports.
Capability to generate comprehensive
reports for all modules and activities in CRM
with drilldown options and graphical
12 dashboards.
Capability of the system to restrict report
module access based on users' roles and
authorization. Reports shall be dynamically
13 changed based on user role/team.
Capability to provide industry standard
reports for Lead, Complaint Management &
14 Customer Service Module.
Capability to schedule auto- generation of
reports in CRM and sending the reports in
different formats like HTML, Docx, Excel, PDF
formats as mail to crm users/specific email
id’s with configurable option to admin role
15 users.
Availability of Complaint Management
Dashboards & reports for reporting to
regulatory authorities like RBI, SLBC, MOF,
16 NPCI etc.
Capability to customize Report Layout for
existing OOB reports in the solution and to
create new Report
Layout/Dashboard/Graphical Drill down
17 Report layouts
Capability to generate Custom Report
18 Templates in CRM
Capability to generate reports using larger
data set & capacity to export the result of
19 large records say( 5 lakh records)
Capability to monitor the Report
20 Generation, schedule the report and

76 | P a g e
 providing email/SMS notification to admin
users in case of any exception

H Employee Management
Option to create task/activities and assign to
employees by Supervisors/Team Heads/RO
1 Users’/Sales Head role users
Option to monitor the activities of an
employee in team wise/user wise and
2 availability of standard monitoring reports
Provision to generate Performance
evaluation report of an employee for Staff
3 Incentive Scheme
Provision to send notification(SMS & Email)
automatically from application based on
logic to be set in workflow to employee for
4 any pending task/alert/lead monitoring etc
Provision to assign Lead & Campaign Target
to each teams/groups based on Organization
5 hierarchy from RO/HO Level.
Provision to track the performance of
Team/Group/ RO from HO Level and ability
6 to generate reports for monitoring

I CRM Data Import

Availability of ETL Tool as out of box with the
CRM solution at no additional cost or
1 additional License cost
Ability of Data Import mechanism to extract
data from different Databases ( Oracle, SQL
Server, MySQL etc) and Feed files( plain text,
2 spreadsheet)
Specify the Data Import mechanism with
details on mechanism of data transfer(Web
3 Services/SQL/MSMQ etc)
Specify the Benchmark on no of records that
4 can be inserted to CRM solution per hour
Specify the standard Benchmark of the
5 solution for Data loading
Specify the models available to load daily
incremental data load and real time data
6 loading mechanism.
Capability to schedule and configure data
lading process in batch job mode/real time
7 by admin users from GUI.
Capability of loading complete customer
data from CBS (Finacle 10) system to CRM
8 Solution.

77 | P a g e
 Availability of Error Handling mechanism in
Data Import Process during data
import/scheduling process and ability to
handle run time exception during Data
9 Import.
Option available as out of box feature to
generate reconciliation report after the daily
run of data import by comparing with
10 records in the source tables/feed files.

J Document Management
Ability to create a Central repository for
1 sales, service and other banking teams
Ability to create Email/SMS templates in
Document Management for Lead
2 Notification, Campaign Mailers.
Capability of Integrating with the Banks DMS
( Document Management system ) through
3 file upload
Capability of creating a knowledge
management system to be used for Sales &
Service Agents in the solution using the data
4 present in Data Repository
Ability to create a content Repository for all
5 Lead Management & Service Modules.
Ability for Keyword based content tagging -
6 search ability
Ability to create Content groups - sales,
7 service, marketing, strategy etc.
Ability to create an Open and closed group
8 access for the Document Repository.

K Data Center
The core CRM system should have the data
center in India (Mandatory for cloud
solutions – solutions not complying with this
criteria will not be considered for further
1 evaluation)

Cloud Security (Mandatory for Cloud CRM

L Solutions)
The CRM Solution should offer various
secured data migration methods to suit your
business requirement. For eg: In the case of
a bank, the data is residing within the
firewall and is highly secured. To bring that
to the CRM, it should data movement via
1 RIDC ( Remote Intra Doc Client), EDLC (

78 | P a g e
 External Data Loader Client), Orchestration
layer and IPSec .
CX platform, as per Data Processing
Agreement should be entitled to the "Right
to Audit". During the audit process, CX
Application should share the following
documents as per the regulation in India. 1)
ISO certificates 2) BC and DR report 3)PCI
HIPAA Security Assessment and sub
processor list 4)SIG 5) SOC reports and
2 bridge letters 6)Standard Security artifacts
As per Indian regulation in Information
Security parlance, all API endpoints exposed
from the bank and consumed by the bank
should be HTTPS and secured via 2-way SSL.
The vendor should provide an orchestration
layer to smoothly the integration of CRM
Solution with upstream and downstream
3 applications in a secured way
CRM solution should offer encryption of
4 data during transit and in rest.
The CRM Solution should provide a
Complete CDM framework that helps to
bring data (contact and account) from
various sources & clean it to create a golden
customer record. The CDN should also
support survivorship, data quality and data
5 management rule engine.

M CRM Application
The CRM system should help AI-powered, win
probability calculations provide consistent,
accurate scoring. Plus discrepancies between
AI & Sales Rep win probability scores generate
alerts.
1
The CRM system should help recommend the
next best documents to be used based on the
stage of the opportunity and the service of the
same. The CRM system should have the
capability to provide a platform to build AI/ML
capabilities and to write custom build
algorithms to basically fit EXIM's services and
cross-sell/up-sell logic
2
The CRM system should help provide an
3 engagement tool to help rule based processing

79 | P a g e
 of business scenarios and business
logics/polices.

The CRM system should help Sales Reps review

opportunities showing alerts to determine
where to focus their time
4
The system should help in account scoring.
These scoring criteria’s should be customizable
by the sales management. Scoring criteria
should be visible to reps to build credibility of
scoring systems and improve quality through
rep feedback. The CRM system should provide
a data-driven framework for identifying the
best opportunities
5
The CRM system should be capable to help sale
team calculate Incentive calculation and help
manage complete sales performance
6
The system should help in providing credit
management and compliance system for
better sales management .
7
The CRM system should be capable to help sale
team calculate Incentive calculation and help
manage complete sales performance
8

80 | P a g e
 Annexure XXII
PRE-BID QUERY FORMAT
Bidder’s request for Clarification - to be submitted minimum of two days before pre-bid meeting.
If, bidder, desiring to respond to RFP for “Closed Request for Proposal (RFP) for Customer
Relationship Management Solution for Export Import Bank of India”, require any clarifications on the
points mentioned in the RFP may communicate with EXIM Bank using the following format.
All questions received at least three days before the pre-bid meeting (pre-bid meeting will be held
online. Online Meeting details will be shared with interested bidders whose pre-bid queries received
dates mentioned in e-tender) will be formally responded to and questions/points of clarification and
the responses will be circulated to all participating bidder if required.
The source (identity) of the bidder seeking points of clarification will not be revealed. Alternatively,
Export-Import Bank of India may at its discretion, answer all such queries in the Pre-bid meeting.

Bidder’s Request for clarification

To be emailed to: [email protected] /[email protected]

Name of Organisation Name & position of person Contact Details

submitting request submitting request
Email:
Tel/Mobile:

Page Number Point Number Query description

Name and signature of authorised person issuing this

1. In case of multiple queries, the contact details need not be repeated and only last two rows of
the above format (table) are to be furnished for the subsequent queries.
2. Please use email or softcopy.

81 | P a g e