UNION BANK OF INDIA

REQUEST FOR PROPOSAL (RFP)

ENTERPRISE DATA WAREHOUSE, OPERATIONAL and Analytical CRM SOLUTION

Commencement of issue of RFPs Pre bid conference Last date for receipt of Clarifications Last date for receipt of Responses Opening the technical proposals Fees for RFP document (non-refundable) Bid Security

: 24.02.2011 1100 Hours : 03.03.2011 1500 Hours : 11.03.2011 1500 Hours : 08.04.2011 1600 Hours : 08.04.2011 1605 Hours : Rs. 25,000 : Rs. 200.00 lakhs

NOTE: This document contains 299 pages including this cover page.

Page 1 of 299

Table of Contents

1 2 3 4 5 6 7 8

INTRODUCTION........................................................................ 5 GLOSSARY.............................................................................. 7 SCOPE OF WORK ...................................................................... 9 3.1. Project Team Structure........................................................15 3.2. Details of Applications in Scope ..............................................17 ELIGIBILITY CRITERIA .............................................................. 20 EARNEST MONEY DEPOSIT ........................................................ 25 COST OF RFP ........................................................................ 26 WORK CRITERIA ..................................................................... 27 PROJECT REQUIREMENTS ......................................................... 28 8.1. Functional Requirements ......................................................28 8.2. Technical Requirement ........................................................42 8.3. Proposed Data Warehouse Environment.....................................44 8.4. Security...........................................................................45 8.5. Hardware Requirements .......................................................46 8.6. Number of Users ................................................................48 8.7. Network Requirements.........................................................48 8.8. Backup and Recovery...........................................................48 8.9. Platform installation and administration ...................................49 8.10. Updates & Upgrades..........................................................49 8.11. Disaster Recovery .............................................................49 8.12. Redundancy and High Availability..........................................49 8.13. Warranty Service..............................................................50 8.14. Onsite Support ................................................................52 8.15. Data governance ..............................................................54 8.16. Deliverables....................................................................54 8.17. Environment Set-up and configuration ....................................57 8.18. Team Requirements for UBI .................................................57 8.19. Training.........................................................................57 8.20. History Data and Archival ...................................................58 BID GUIDELINES ..................................................................... 59 9.1. Response to RFP.................................................................59 9.2. Technical Offer..................................................................60 9.3. Benchmarking Results for the EDW ..........................................62 9.4. Purchase Preference for PSUs ................................................62 9.5. Indicative Commercial Offer ..................................................62 9.6. Reverse Auction .................................................................63 9.7. Consortium Bids .................................................................64 9.8. Multiple Bids .....................................................................65 9.9. Clarifications of RFP............................................................65 9.10. Amendment to RFP ...........................................................65 9.11. Right to Alter Quantities.....................................................66 Page 2 of 299

10

11 12 13 14 15 16 17 18 19 20 21 22 23

9.12. No Commitment to Accept Lowest or Any Tender.......................66 9.13. RFP Ownership ................................................................66 9.14. Proposal Ownership...........................................................67 9.15. Confidentiality ................................................................67 9.16. Governing Law and Disputes ................................................67 9.17. Language of the Bid ..........................................................67 9.18. Presentation ...................................................................68 9.19. Price composition.............................................................68 9.20. Price Freezing / Repeat Orders ............................................69 9.21. Alterations or Erasures.......................................................69 9.22. Offer Validity Period .........................................................70 9.23. Teaming Agreement ..........................................................70 9.24. Evaluation Process ............................................................71 9.25. Evaluation Matrix .............................................................71 9.26. Timelines for the Project Implementation ...............................87 9.27. Sizing Information for Data and Users .....................................89 9.28. Payment Terms................................................................92 9.29. Liquidated Damages ..........................................................95 9.30. Resolution of Disputes .......................................................97 9.31. Force Majeure Clause ........................................................98 9.32. Limitation of Liability ........................................................98 9.33. Response Submission .........................................................98 TERMS AND CONDITIONS OF THE CONTRACT ...............................100 10.1. Definitions ................................................................... 100 10.2. Interpretation ............................................................... 100 10.3. Conditions.................................................................... 101 APPENDIX 1 LIST OF APPLICATIONS ........................................ 104 APPENDIX 2 FUNCTIONAL REQUIREMENTS ................................109 ANNEXURE A COVERING LETTER ............................................ 145 ANNEXURE B SI/PSP PROFILE................................................. 147 ANNEXURE C DOCUMENTS FOR ELIGIBILITY CRITERIA...................148 ANNEXURE D REFERENCES .................................................... 158 16.1. Reference Details ........................................................... 158 16.2. Accompanying Proof for the Reference ................................. 160 ANNEXURE E BIO-DATA ........................................................ 161 ANNEXURE F TECHNICAL ARCHITECTURE.................................. 162 ANNEXURE G INDICATIVE COMMERCIAL OFFER ........................... 163 ANNEXURE H FUNCTIONAL REQUIREMENTS MATRIX FOR EVALUATION 195 20.1. EDW Requirements ......................................................... 195 ANNEXURE I FORM OF SELF AFFIDAVIT/ DECLARATION ................201 ANNEXURE J LIST OF SOFTWARE / HARDWARE...........................202 ANNEXURE K SOLUTION DETAILS/TECHNICAL SPECIFICATIONS .......203 23.1. EDW Features................................................................ 203 23.2. CRM Features ................................................................ 230 23.3. Platform installation and administration ............................... 257

Page 3 of 299

24 25 26 27 28 29 30 31 32

23.4. Warranty Services........................................................... 257 ANNEXURE L IMPLEMENTATION METHODOLOGY .........................258 ANNEXURE M PROJECT PLAN AND SCHEDULE ............................259 ANNEXURE N TEAM COMPOSITION AND TASK ASSIGNMENT ............ 260 ANNEXURE O BANK GUARANTEE FOR EMD ................................261 ANNEXURE P - BUSINESS RULES FOR REVERSE AUCTION .................264 28.1. Exhibit A Compliance Statement ....................................... 273 28.2. Exhibit B Letter of Authority for Participation in Reverse Auction 275 ANNEXURE Q PSP PARTNERSHIP DETAILS.................................. 277 ANNEXURE R DOCUMENTS FOR EVALUATION CRITERIA.................279 ANNEXURE S - PRODUCT LICENSING .......................................... 298 ANNEXURE T - UNDERTAKING.................................................. 299

Page 4 of 299

1 Introduction
Union Bank of India (hereinafter referred to as the Bank) is firmly committed to consolidating and maintaining its identity as a leading, innovative commercial Bank, with a proactive approach to address the changing needs of the society. This has resulted in a wide gamut of products and services, made available to its valuable clientele in catering to the smallest of their needs. It is one of the pioneer public sector banks, which launched Core Banking Solution in 2002. Under this solution umbrella, all Branches and 2500+ ATMs of the Bank have been networked, with online Tele-banking and Internet banking facility made available to all its Core Banking Customers; individual as well as corporate. The Bank has recently also launched it Mobile Banking Facility. Regular banking services apart, the customer can also avail of a variety of other value-added services like Cash Management Service, Insurance, Mutual Funds and Demat. Union bank of India, having its registered office in Mumbai, has more than 3054 branches and extension counters which are spread across various geographic locations in the country. Union Bank of India, a Public Sector Bank, invites offers from reputed System Integrators (SI) / Principle Solution Provider (PSP) for supply of hardware, software, implementation and support services for the following: 1. Enterprise-wide Data Warehouse (EDW) solution 2. Operational and Analytical Customer Relationship Management (CRM) System 3. Data Quality Solution 4. Data Mining Solution

Page 5 of 299

The Project will involve supply, development/configuration, customization, installation, implementation, integration and maintenance of all of the above mentioned systems. This RFP is not an offer by Union Bank of India, but an invitation to receive response from eligible System Integrators/PSPs. No contractual obligation whatsoever shall arise from the RFP process unless and until a formal contract is signed and executed by duly authorized officers of Union Bank of India with the SIs.

Page 6 of 299

2 Glossary
Sr. No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. Acronym ALM AMC AML ATM ATS BI BFSI BRD CDC CO CASA CBS CRM CRR DIT DR EAI ED EDW EMD ETL FK/ PK GUI IBD IPO IPR ISO IT Description Asset Liability Management Annual Maintenance Cost Anti Money Laundering Automated Teller Machine Annual Technical Support Business Intelligence Banking, Financial Services & Insurance Business Requirement Document Change Data Capture Commercial Offer Current Account Savings Account Core Banking System Customer Relationship Management Credit Reserve Ratio Department of Information Technology Disaster Recovery Enterprise Application Integration Executive Director Enterprise-wide Data warehouse Earnest Money Deposit Extract Transform Load Foreign Key/ Primary Key Graphical User Interface International Business Department Initial Public Offer Intellectual Property Rights International Standard Organization Information Technology

Page 7 of 299

Sr. No. 29. 30. 31. 32. 33. 34. 35. 36. 37. 38. 39. 40. 41. 42. 43. 44. 45. 46. 47. 48. 49. 50. 51. 52. 53. 54. 55. 56. 57.

Acronym LAS LC LG LAN LDM MCMR MDM MIS NPA OLAP OS PE P&L PMML RAROC RFP RO SLA SME MFTP SLR SRS TAT TB TO TCO TPC UAT UBI

Description Lending Automation System Letter of Credit Letter of Guarantee Local Area Network Logical Data Model Monthly Credit Monitoring Report Master Data Management Management Information System Non Performing Asset On-line Analytical Processing Operating System Preliminary Eligibility Profit & Loss Predictive Model Markup Language Risk Adjusted Return on Capital Request For Proposal Regional Office Service Level Agreement Small Medium Enterprise Matched Fund Transfer Pricing Solution Statutory Liquidity Ratio System Requirement Specification Turn Around Time Terabyte Technical Offer Total Cost Of Ownership Transaction Processing Counsel User Acceptance Testing Union Bank of India

Page 8 of 299

3 Scope of Work
The scope of this project is to provide the bank, an end-to-end solution for an Enterprise Data Warehousing (EDW) solution along with Operational and Analytical CRM, Data Quality and Data Mining solutions. The vendor would be required to design, size, supply, deploy and manage the entire setup which would be inclusive of the hardware, software, network, support services, AMC, training, etc. This RFP has been specifically designed not to restrict the scope of the response but is an attempt to elicit the best and most feasible solution in the marketplace. The scope of the bid shall include the supply, delivery, installation, support/services during transition, customization, integration, migration, monitoring, testing, training, acceptance, documentation, warranty support and post warranty maintenance support, if contracted, for all the solution components including the hardware and software required for the fulfillment of the scope below. The SI would also have to provide consultancy services to set up a data governance cell within the Bank and establish processes for day-today operations for the same. The Scope/ Inclusions of the project include the following: 1. EDW The Bank, proposes to create a central repository for all its analytical and nonstatutory reporting requirements as well as providing data feeds to their current MIS and statutory reporting applications. The Bank would like to integrate all its key source systems into the Enterprise Data Warehouse. This

Page 9 of 299

would allow the Bank to enhance their data accountability and allow for a conformed reporting mechanism. The details for the individual sub-systems are as below: EDW The EDW is expected to be the single point source for all the current and future analytical applications within UBI. The data stored within the EDW could be in either structured or unstructured formats. The list of applications is provided in Appendix 1. These include applications such as the Core Banking, Anti-Money Laundering application, Asset and Liability Management tools and the Credit Risk Calculator from Reveleus, MFTP, EAI and DMS, CIBIL and an Operational Risk Management solution. The proposed solution must define a roadmap for the migration of the current interfaces for these applications to the EDW as well as cater to any additional applications that the Bank might acquire in the course of this project. The EDW must be developed using an Industry Data Model as the base. The EDW must have the ability to maintain required data fields to generate regulatory returns for RBI. The Operational and Analytical CRM and Data Mining tools recommended as components of this project must be fully integrated with the EDW. It is expected that the EDW would be the single repository for all the master data for customer, product and channel to be used by the CRM as well as be the source system for other downstream analytical applications such as FTP, Risk Calculators, Data Mining, MIS application, etc. The EDW can be the source as well as the target for some of the analytical applications and the solution must cater to ensure this feedback loop is completed. E.g. the data set to enable the Mining tool to create the Customer Segmentation must be sourced directly from the EDW and the corresponding Segment assigned to the individual customer must be written back into the

Page 10 of 299

EDW for analytical purposes thereby completing the feedback loop of the system. The EDW design must be flexible enough to allow integration with any application that the Bank implements in future. The selected SI will be responsible for carrying out all the required activities, including day to day operational activities, to achieve the scope mentioned above during the entire project period. ETL The incremental data to be loaded into the EDW from the individual source applications must be using transaction logs wherever the application can support the same, hence a change data capture (CDC) solution must be provided as part of the overall solution proposed for the ETL sub-system. The data to be loaded into the EDW from all applications must be transformed, cleansed, massaged, standardized and/or aggregated prior to actual loading into the EDW using an ETL tool. The business rules to be applied for this must be defined by the SI and will be validated by the Bank. The interfaces and/or adaptors to the various source and target applications must be provided as part of the overall solution. The selected SI has to design, configure the ETL. The day to day data extraction and subsequent loading in the EDW solution will be the responsibility of the selected SI. Reporting / Business Intelligence The Bank would like the solution proposed by the SI to generate 700 standard /complex analytical reports across the project using a standard OLAP tool with complete personalization abilities including ability to select the widgets and chart types for an individual user. In addition the Bank might require the vendor to re-develop up to a maximum of 100 MIS reports based on the Functional requirements defined in Phase 1. The reports and analytics will be disseminated using the Banks internal portal. The OLAP tool must be Page 11 of 299

integrated with the Banks intranet portal and provide for single sign on capabilities. All Business Intelligence and analytics related requirements will be accessed by the users through the portal only. The Bank also requires the capability for publishing as well as subscribing to the standard reports which can then be sent to the requestor in a pre-defined format. The Solution should also provide the ability for the Banks personnel to create dynamic reports as well as customize the standard reports. The selected SI will be responsible for carrying out all the required activities, including day to day operational activities, to achieve the scope mentioned above during the entire project period. 2. Data Quality The Bank has taken an initiative to carry out an extensive data cleansing activity to develop the quality of their customer data. This would enable the Bank to know its customers better and enhance the overall customer experience when interacting with any of the banks touch points. The Bank would like the ETL tool to be tightly integrated with the Data Quality tool. The Bank seeks to: Standardize and cleanse their Source System Data prior to storing it in the EDW De-duplicate the customers across the various applications and assign a single customer id, to get a single view of the customers relationship with the Bank across all the Products and assess their total wallet share. Enrich customer details with data from various applications. Create households to enable more effective targeted marketing

The selected SI will be responsible for carrying out all the required activities, including day to day operational activities, to achieve the scope mentioned above during the entire project period.

Page 12 of 299

3. Customer Relationship Management UBI has recently implemented a Lead Management System and a Call Center solution. The Bank would like to implement an Operational and Analytical CRM solution as part of this project, and weave the current applications with the proposed solution to provide an end-to-end customer view. The Bank would like to be able to realize a 360 view of their customers and enhance the over-all experience for customer interactions with the Bank. The proposed solution must encompass all the three existing lines of business within the Bank, i.e. Retail, Corporate and Wealth Management business segments. The CRM solution must be able to integrate with the Banks core banking system and the EDW. The CRM solution should have an integrated complaint management system, which allows registration of complaints at multiple touch points, and allows routing, resolution and tracking of complaints centrally. The selected SI will be responsible for carrying out all the required activities, including day to day operational activities, to achieve the scope mentioned above during the entire project period. 4. Data Mining With the implementation of the EDW project, UBI would like to extend their capabilities to enable Statistical and Mathematical Modeling. This would allow the Bank to take strategic decisions through forecasting, profitability analysis, predictive modeling, customer segmentation, fraud detection, stress testing and portfolio management among others. The Bank would like the SI to provide them initially with three implemented models / applications (including the consulting required for building the models), i.e. for Customer Life Time Value, Product Market Basket Analysis and Portfolio Management for Corporate and HNI customer, as a part of this project.

Page 13 of 299

The selected SI will be responsible for carrying out all the required activities, including day to day operational activities, to achieve the scope mentioned above during the entire project period. 5. Hardware & Databases The vendor will provide the hardware, database and all environmental software required to support the EDW software as defined in the scope of the overall solution above, for the entire duration of the project implementation, warranty and post warranty period. The selected SI will be responsible for carrying out all the required activities, including day to day operational activities, to achieve the scope mentioned above during the entire project period. 6. Future Enhancements of the overall solution The vendor will be responsible for integrating any future applications with the overall solution using the prescribed Change Management process. The change management process to be followed will be defined as part of the overall implementation approach with the selected vendor. The selected SI will be responsible for carrying out all the required activities, including day to day operational activities, to achieve the scope mentioned above during the entire project period. 7. Performance Monitoring Software The selected SI should provide suitable monitoring software along with the required hardware for monitoring the performance of all the hardware and software components including storage supplied and should provide desired performance reports to the Bank on a daily basis.

Page 14 of 299

The selected SI will be responsible for carrying out all the required activities, including day to day operational activities, to achieve the scope mentioned above during the entire project period. 8. Backup Software The selected SI should provide suitable backup solution along with the required hardware for taking backups as mentioned in section number 8.8. The selected SI will be responsible for carrying out all the required activities, including day to day operational activities, to achieve the scope mentioned above during the entire project period. 3.1. Project Team Structure

Steering Committee The purpose of the Steering Committee is to meet periodically typically monthly to discuss the overall status of the project. Any issues that affect the project from a scope, timing, resource, cost standpoint or that cannot be resolved at the work team level or requires bank-wide / inter-department agreement should be discussed and resolved by the Steering Committee. The overall responsibility of this committee is to maintain and set policy and direction for the project. The members from the SI and PSP must be kept to absolute bare minimum comprising officials of senior management who will be able to take decisions on pertinent points. This will ensure that the steering committee conducts business in an efficient and timely manner. The steering committee would be enhanced if required. The steering committee must consist of members from the Lead bidder, EDW and CRM PSP. Members from all other consortium members, and PSPs other than EDW and CRM will be invited as required by the Agenda for the meeting. Page 15 of 299

Project Committee This committee will be made up of representatives of UBI, the PSP and the SI. The committee will be responsible for monitoring the status of the project, resolving issues and ensure adherence to the time-lines. The Project Committee will make all decisions with respect to the implementation of the project. It can, however, escalate the matter to the Steering Committee if need be. Operational Committee for day to day affairs This committee will be made up of representatives of UBI, the SI and the PSP. The committee will be responsible for monitoring the status of the EDW solution, resolving issues and ensure adherence to the time-lines. The Operational Committee will make all decisions with respect to the support of the solution. It should consult the respective application owners if the need arises, especially in case of version upgrades of the solution components itself. It will also be responsible for monitoring the addition of new applications to the solution. It can, however, escalate the matter to the Steering Committee if need be. SIs Obligations with respect to PSP The SI shall have teaming agreement with PSP to ensure that services are supported during the period of implementation and post-implementation period. The SI will provide for at least one resource from each of the solution components from the individual PSPs, as a part of the implementation team for the entire duration of the implementation of the project. Designated representative from SI and PSP shall be available for all Project Steering and operations committee meetings. Page 16 of 299

The SI will also provide one PSP certified resource for each solution component as part of the Warranty and Post-Warranty Support and Facility management teams to ensure smooth running of these activities. 3.2. Details of Applications in Scope

The following is an indicative list of application packages presently used which need to be integrated. Please also refer to Appendix 1 for complete list of applications. 1. CIBIL: Customer data fetched from CIBIL. 2. OLTAS: In-house developed package with MS SQL database. Collects direct taxes for sending to the Government on a daily basis. 3. EASIEST: In-house developed package with MS SQL 2000 database. Collects excise duty and service tax and sends them to the Government on a daily basis. 4. STASS: In-house developed package with MS SQL 2000 database. Collects VAT, CST and State and Government taxes and sends them to the Government on a daily basis. 5. Internet Banking: Developed by M/s Infosys with MS SQL 2005 database. 6. AMLOCK: AMLock from M/s 3i Infotech with SQL as database. Used for compliance of KYC-AML norms. Getting Alerts for Transactions and Generation of STR, CTR, etc. 7. Mpay: Is the Mobile payment system developed by M/s FSS 8. LAS: Lending Automation System from M/s Sysarc Informatix and Crisil with M/s Wipro as integrator and Oracle 9G as database. Used for Loan Processing, Monitoring, Scoring and Rating, NPA Manager, MIS. 9. Finacle v7.0.18 (CBS): This is the Core Banking Application for Indian Operations from M/s Infosys. The database is Oracle 9.2.0.8 version. All the account level transactions are to be posted in this application. 10. Kastle: Developed by M/s 3i Infotech and is in use for Treasury. database is Oracle 9i. Page 17 of 299 The

11. ALM: Pinnacle from M/s 3i Infotech. Software solution for Asset Liability Management providing the regulatory reporting framework. 12. Union Parivar: This is purchased from PeopleSoft and customized by TCS and uses DB2 database. It is HRMS based product covering maximum HR applications. 13. A1 A4 Package: In-house developed package used for loans and advance Assets classification, Provisioning, Reports generation for MIS, BSR. 14. REVELEUS: This is purchased from M/s I-Flex Solutions Ltd and uses Oracle database. Used for Basel II Credit Risk Capital Calculation under Standardized Approach. 15. CMS: Developed by M/s Laser Soft Infosystems using Oracle database to take care of collection needs of corporate clients. 16. GL / GLDE: In-house developed package with custom database for posting day to day vouchers passed at co processing-generating GL for verification purpose. 17. Write Off: In-house developed package with custom database. Details of Advances related accounts written off during the year for submission to RBI are maintained. 18. LMS: Purchased from M/s Sun Smart Technologies and uses MS SQL Server 2005 database. Used for classification and assignment of the leads to different crms and maintaining status of it 19. MIS: Developed and customized by M/s HCL Infotech with MS SQL as database. 20. Finacle v7.4.5 (Foreign Branches): This is the Core Banking Application for Overseas operation from M/s Infosys. The database is Oracle 10 G. All the account level transactions pertaining to overseas transactions are to be posted in this application. 21. DEMAT: DPSecure from M/s CMC 22. MFTP: Oracle OFSA 23. Credit Card: Outsourced to M/s FIS 24. Call Center: Developed by M/s Spanco with SQL as database. Page 18 of 299

25. Document Management System Monadic solution from M/s. Newgen 26. EAI Application IBM WebSphere application with DB2 as database. 27. Bullion Trades Vendor Selection in progress. 28. Base 24 ATM Switch 29. NEFT Logica solution 30. RTGS Logica solution 31. View Wise Scorp Enterprise Outsourcing using SQL 2000 as database 32. Channel Finance Solution and 33. 15 in-house developed applications.

Page 19 of 299

4 Eligibility Criteria
The Lead SI can participate by proposing a solution of multiple or single PSP(s) however, the Lead SI can only submit one bid. The PSP can also participate directly, in which case they will be considered as both, SI and PSP and therefore must meet the eligibility criteria of both the SI and PSP for that particular solution component. The PSP for the EDW Database or Data-warehouse Appliance (entire EDW solution) can participate with at most three Lead SI. Other than the EDW solution PSP, all other technology partners or PSPs of other components can submit multiple bids as part of more than one consortium. The consortium for the purpose of this RFP is defined as under: The Lead SI can only tie up with other hardware, software and application providers to perform specific functions of this RFP. The SI can form a consortium with at most two other members if required. Any other required partnership with other PSPs should be on a back-to-back basis and a Manufacturers Authorization Form (MAF) must be provided as part of the response to this RFP. The MAF for the EDW Database or Data-warehouse Appliance (entire EDW solution) PSP must specifically mention the names of the SIs who have been authorized by the PSP to quote his solution not exceeding 3 SIs. In case any MAF from the EDW PSP is found without this information the entire solution will be rejected.

Page 20 of 299

In case the EDW Database or Data-warehouse Appliance (entire EDW solution) is proposed by more than three SIs, all the proposals quoting the same EDW solution will be summarily rejected. The SI will however frontend the consortium and take overall responsibility for all the deliverables in respect of all the partners in the consortium. Please also refer to Section 9.6, for further details. Refer to Annexure C for the list of documents to be submitted in support of the experience cited for the Eligibility Criteria. The term SI in the criteria below refers to the Lead Bidder / Consortium Leader. The term Consortium member or CM refers to the members who are part of the consortium bidding for the project and are executing the specific solution component. References of only those members executing the particular solution component will be considered for eligibility and evaluation. The bidder / consortium member/PSP offering the particular solution component needs to satisfy all the eligibility criteria for that solution component. All proofs need to be for the actual usage of the tool. Documentation for the rated capacity will not be accepted. All data volumes/users must be on the production environment only. Experience gained by doing sub-contracting work and/or by providing manpower (body shopping) will not be considered as valid experience.

Page 21 of 299

All data volumes mentioned pertains to the current environment as on the date of the release of the RFP. LEAD SYSTEM INTEGRATOR AND ALL CONSORTIUM MEMBERS i. ii. The SI and all members of the consortium must be companies incorporated in India and operating for the past 5 years. The SI must have minimum global annual turnover of Rs. 300.00 Crores for each of the last three (3) audited financial statements. The SI should have been in net profits in each of those 3 years. iii. SI / Consortium Member must have been in business of Implementation as per the following criteria: 1. Enterprise Data Warehouse Solutions (including ETL and BI Tool)- Last 3 years - Only SI 2. 3. 4. CRM Solutions Data Quality Solutions Data Mining Solutions Last 3 years SI / CM Last 3 years - SI / CM Last 3 years Only SI

For each of the above, the dates must be calculated as of the date of release of the RFP document. iv. SI/ Consortium Member must have supported an EDW solution for at least one customer for at least two out of the last three years as of the date of release of the RFP document. v. The SI must have implemented the proposed EDW solution and proposed ETL solution for at least 2 large customers (Annual turnover greater than Rs. 300 crores for non banking organizations and Business Mix of Rs. 1 Lakh crores for banks) in any of the last three financial years. For both the references, the ETL solution must have extracted data from at least 5 Source systems one of which must be a transactional system. The systems must be clearly mentioned. vi. vii. The SI / Consortium Member must have implemented the proposed Data Quality solution. The SI must have implemented the proposed BI solution. Page 22 of 299

viii. ix.

The SI must have implemented the proposed Data Mining solution. The SI / Consortium Member must have implemented an Operational CRM solution for at least 2 large customers (Annual turnover greater than Rs. 300 crores for non banking organizations and Business Mix of Rs. 1 Lakh crores for banks). At least one of the references must have customer records of 1 million and above and 1 reference must be provided where there are a minimum of 300 users of the solution.

x. xi.

The SI / Consortium Member must have implemented the proposed Analytical CRM solution. The SI must have implemented an Enterprise Data Warehousing project of the size of 5 TB and above on the proposed solution for at least two customers, one of which must be from the BFSI sector. (The size 5 TB mentioned above should be the size of raw data).

xii. xiii.

The SI and all Consortium Members should have a support centre in India. The SI and all Consortium Members should provide a self declaration stating that the vendor has not been blacklisted by Government of India or any Public Sector Undertaking of the Government of India. PRINCIPAL SOLUTION PROVIDER (PSP) In case there are more than one PSP participating, owing to the different components comprising the solution, each of the PSP, must individually fulfill the Eligibility Criteria, except where the same is specific to a particular solution component only. Only the following PSP need to provide the details for Eligibility Criteria: a. ETL b. Business Intelligence c. EDW Database or Data-warehouse Appliance d. Data Quality e. Data Mining f. Operational CRM g. Analytical CRM Page 23 of 299

i. ii.

The PSP should be an incorporated company in India for the last 3 years as of the date of release of the RFP. The PSP should have a global annual turnover of Rs. 300.00 Crores for each of the last three (3) audited financial statements. The PSP should have been in net profits in each of those 3 years.

iii.

Reference of at least three BFSI customers, at least one of which must be for an Indian customer where the proposed solution i.e. EDW on the proposed hardware platform, were implemented based on the following criteria Raw Data size is at least 5 TB and number of users of the Data warehouse are more than 100

iv.

Reference of at least two customers at least one of which must be for an Indian customer where the proposed Operational CRM solution was implemented based on the following criteria: No. of Customers must be greater than 1 million and number of users of the CRM application is at least 300.

v.

The proposed solution must be implemented in at least one customer for each of the following components a. Proposed Data Mining Solution b. Proposed Analytical CRM Solution

vi. vii.

All the above given PSP partners must have a support center in India. All the PSP must provide a self declaration stating that the vendor has not been blacklisted by Government of India or any Public Sector Undertaking of the Government of India.

Page 24 of 299

5 Earnest Money Deposit

The Earnest Money Deposit (EMD) for this project is Rs. 200.00 Lakhs. The EMD can either be in the form of a demand draft or pay order favoring Union Bank of India, payable in Mumbai or a Bank Guarantee valid for a period of 1 year from the date of the RFP submission. No interest will be payable on the EMD. EMD furnished by all unsuccessful bidders will be returned on the completion of the bid process. The EMD of the successful bidder shall be refunded after furnishing a Performance Bank Guarantee from a scheduled commercial bank valid for the entire implementation of the project plus 3 months, i.e. for 24 months. In case the project gets extended owing to unforeseen circumstances, then the Performance Guarantee must be extended for the requisite duration. successful bidder and needs to be executed at the start of the project. EMD will be forfeited, if the bidder withdraws or amends, impairs or derogates from the bid in any respect within the period of validity of the bid. If the successful bidder fails to furnish the required performance security then the EMD furnished will be forfeited. The EMD will be forfeited if the selected SI refuses to accept assignment or having accepted the assignment, fails to carry out his obligations mentioned therein. The format of the Performance Bank Guarantee will be provided by the Bank to the

Page 25 of 299

6 Cost of RFP
The cost of the RFP is Rs. 25,000.00 payable by way of a demand draft / pay order favoring Union Bank of India, payable in Mumbai. The amount is nonrefundable. The RFP documents can be downloaded from UBIs Website and the cost of RFP should be deposited at the time of submitting the responses.

Page 26 of 299

7 Work Criteria
The selected SI shall work from UBI premises at the below address: Union Bank of India Technology Centre, Department of Information Technology, Shri Adi Shankaracharya Marg, Opp. Powai Lake, Powai, Mumbai 400 072 UBI may change the location to another location in Mumbai. UBI shall provide the workspace for the number of people whom the SI shall designate for this project. The SI is required to mention, as part of the response to this RFP, the total number of workstations required and any additional requirements that they might have in terms of Networking requirements, bank personnel time, etc. for each phase individually. No other portable media / storage devices such as USB drive, hard disks, etc. shall be permitted in the work area. The SI shall not carry in part or whole any customer data belonging to UBI out of the UBI premises.

Page 27 of 299

8 Project Requirements
This section deals with the proposed project requirements at Union Bank of India. 8.1. Functional Requirements

EDW Functional Requirements There was a study conducted to collate the reporting and analytical needs of all departments across the Bank. Please refer to Appendix 2 for the Department-wise Functional Requirements break-up. CRM Functional Requirements The Bank would like to implement an Operational and Analytical CRM solution to provide the Bank with a 360 view of the customer and effectively manage campaigns using the tool. The Bank is looking at implementation of operational and analytical CRM across Retail Banking, Corporate Banking and Wealth Management sectors. The scope of work for CRM includes the following functionalities and features. 1. Integrated View of Customer Customer Profile The CRM solution should be able to provide an integrated all-round view of all the relationships of the customers with the bank, such as financial e.g. fixed deposits, savings accounts, current accounts, etc.; non-financial e.g. Demat account, third party products purchased, etc. and also the information regarding the following:

Page 28 of 299

Customer account type (e.g., individual, joint-account, corporate, SME, etc.) List of active financial accounts List of service requests Alerts and warnings Campaign history, etc.

The CRM solution should be able to provide the ability to identify and authenticate the customer with information such as his PAN number, Aadhar number, date of birth, his mother's maiden name, etc. for all interactions which involve sales and service transactions. Customer Relations The solution should be able to identify and capture key relationships for a customer in a hierarchical format with the provision to display the customers relationships with other entities. The solution should be able to identify and capture key relationships at a household level with all associated financial accounts, opportunities, service requests and campaigns related to individuals within the same household. The solution should allow capture of other Banking Arrangements that the customer has with competing banks. The solution must allow the defining of the workflow for customer complaint resolution, e.g. direct the customer complaint to the respective branches, allow RO to monitor the complaint resolution status by branch, etc. Customer Attrition and the reasons for the same

Customer Segment Management

Page 29 of 299

The tool should be able to define and maintain the customer segment information such as customer lifetime value (i.e. the expected/projected value of the customer in his lifetime in terms of profitability w.r.t. the Bank products, customer wallet share, etc.), customer profitability, customer demographics, customer psychographics (the variables of which keep on changing frequently), wallet share, etc. for all customers to enable a comprehensive understanding of the customers and hence more profitable customer relationships.

Define and maintain detailed segment information for high-valued bank customers for stronger campaigns and improved relationships with them.

Prospect Customer Profile The solution should be able to maintain individual or company institutions bank customers who have been identified by the Bank as potential target customers, whom may not have any previous contact to the organization. The solution should have the ability to maintain trends of customer values / profitability, and identify and suggest necessary corrections to the marketing plan or overall customer strategy. Customer Value Analysis: The tool should have the ability to maintain various strategic measurements per customer segment or individual / group customer level, e.g. Customer value / profitability, share of wallet, etc. Corporate Account Profile: The solution should be able to maintain and view the account profile information of the customer, such as the account type, name, status, contact information (primary and communication addresses), business profile, investor profile, credit rating, industry classification etc. Complaint Management System An integrated complaint management system, which allows registration of complaints at multiple touch points, and allows routing, resolution and tracking of complaints centrally. Complaint MASTER LIST Page 30 of 299

o This will consist of complaints categorized as per banks requirements, with key variables, which can be defined and modified, such as turnaround time (SLA), complaint handling person/department, etc. Interface o Multiple interfaces will be required for various stages of the complaint handling process o Complaint registration will be possible through multiple channels, requiring different interfaces and modes of first response to customer Branch / email or letter to central office will require standard interface for complaint entry and generation of complaint ID which will be provided to customer at branch or via a telephone call / email Call centre interface will be part of call centre CRM to enter inbound complaints and provide complaint ID over phone Online (website) customer friendly interface, which will allow easy web based registration of complaint and on-screen generation of complaint ID. First response via automated email / SMS Mobile banking interface on mobile banking application for complaint registration, with SMS to be used as mode of first response o Fulfillment / resolution module will allow branch employees or complaint resolution teams to view complaints to be handled by them, allowing follow up of complaints (with comments etc.) to closure of complaints. o Central monitoring interface will allow tracking of all complaints centrally, including flagging of complaints crossing predefined TAT, and escalation of complaints etc. o Complaint tracking module for customer will be a web based interface to check complaint status (via complaint ID), e.g. registered, allocated to solutions team, in process, closed etc. o Feedback interface will allow for outbound calling as a means of collecting feedback on complaint resolution process from customers

Page 31 of 299

o Analysis tool will allow for analysis of trends, spurts in complaints, by category, type etc. Logics for routing of complaints to appropriate handlers / departments for resolution o Routing of complaints will be done based on pre-defined logics as per complaint category, point of origination of complaint etc. System must also allow re-routing of complaints manually. Feedback module o This will allow for automated feedback capabilities (via SMS or email) as well as inputs from telephonic feedback on complaints. This will be used for performance tracking of customer grievance cell. 2. Sales Sales Process Management The solution should be able to provide systematic sales models and workflow processes with the ability to predefine the process steps across services, product types, channels and account types, etc. to ensure the staff executes the sales in an orderly way. The solution should be able to support standard or proprietary sales process methodologies. The solution should be able to predefine the business process steps for multiple types of sales processes, such as by service / product type, by account type, etc. The solution should have the ability to suggest alternative offers or in addition to the one requested by customer / prospect, within the defined sales process. The solution should enable the cross-sell / up-sell additional product and services based on customer / prospect characteristics and needs, within the defined sales process. The solution should enable calculation of incentives by individual CRM Representative. Page 32 of 299

Lead and Opportunity The Bank already has an LMS tool. It is proposed that the CRM would require to be integrated with this existing LMS solution. The tool should be able to track leads and opportunities spanning the entire lifecycle from creation through closing, following a systematic sales process. Some key parameters to be captured are referral source, sales revenue, products offered, desired budget amount, quotes and proposals prepared. The tool should have the ability to monitor leads and opportunities to provide automatic alert, escalation or reassignment if the employee who owns those leads / opportunities does not follow-up within a prescribed time frame. The tool should be able to configure different escalation levels depending on the nature of the lead / service request / customer segment. The tools should allow capture of the history of products offered and the reasons for their rejection/acceptance. The tool should allow capture of leads for third party product sales. The solution should be able to report on the opportunities by account geography, products type, revenue, margin, industry, marketing campaign, lead source, status, lost opportunities and their associated reasons, close rates and salesperson productivity, etc. The tool should be able to qualify leads using standardized methods and processes. The solution should have the ability to compare a campaign / lead with actual sales. The tool should be able to query and review opportunity by various parameters like account, geography, product type, revenue margin etc. The tool should be able to select / update opportunity status and probability of win.

Page 33 of 299

The tool should be able to capture and track information regarding lost opportunity, such as lost reason, competitor information, etc. The tool should be able to track leads against orders to provide a view of close rates and salesperson productivity. The tool should be able to compare a campaign / lead's result in CRM system with the actual sales in the banking systems.

Product and Account Management The solution should support financial-specific products for both consumer and corporate banking customers, including deposits, loans, credit cards, wealth management, investment products and insurance, etc. The solution should have the ability to define the product information and details, including product line, product key features, product fees and rates, product conditions, product comparison, pricing, image, literatures. The tool should have the Message Broadcasting feature for any kind of alert or information to be circulated. o Need Analysis Should provide buyer-value and customer need assessment functionality that help the Bank employee to determine customer needs such as simple qualifying questions to determine which product might be best suitable for the customer and highly complex scripted discovery sessions involved in a formal credit or loan planning conversation. It should have the ability to recommend a product along with a product search function to the employee / customer with all the relevant product information. o Financial Calculator Should provide ability for sales agents to pre-qualify and assess the customer prior to the application process. Provide pre-built financial calculator to perform what if analysis for mortgage, loan payment, interest, etc.

Page 34 of 299

Provide pre-built Financial Calculator for Bank Loan agents to calculate and compare the various repayment criteria. Allow customization of rules if required for the Financial Calculator. o Financial Accounts The tool should provide the Bank with a graphical interface that allows sales agents to view financial account information; create new accounts across products and access information related to the existing financial accounts, including the related contacts, notes, opportunities, etc.

The tool should be able to create and maintain hierarchical account relationships. The solution should offer automated, pre-filled and online applications for banking products, including deposits, loan, credit card, wealth management and insurance, etc. Sales Agents can create online customer applications for different types of Bank products.

The solution should have the feature to assess, qualify and rank an application. It should provide ability for administrator to define or modify and coordinate the sequence of screens / tasks required for application process for each of the Bank products. o Team and Guided Selling

Should give multiple people access to information regarding particular opportunities, accounts, and contacts, lead info, quotes, proposals, presentations, and a history of activities.

Should be able to support guided interactive customer selling via a series of questionnaire (Questions & Answers) related to the customer needs and product preferences, as well as illustrating the tradeoffs between the offers. o Pipeline Management

Should be able to track the complete sales pipeline and run analysis using multi dimensions of criteria to aggregate or cut-and-dice the pipeline data,

Page 35 of 299

such as individual opportunity, customer / customer segment, channel, sales agent / team / branch / whole sales organization. o Territory/ Team/ Assignment Management Should be able to define the hierarchical sales team structure, such as one based on territory, industry etc. o Forecasting The solution should have the ability to report revenue, from multidimensions, preserve snapshots of historical revenue data for trend analysis, and maintain various versions. It should have the ability to select "in forecast" opportunities and ability to track forecast revision history and calculate net changes between different revisions. o Quota and Compensation Should provide ability to maintain quota using top-down distribution at team or organization level to roll it to the individual. Should provide ability to maintain quota measurements in compensation plan, based on various sales dimensions. Should provide ability to maintain compensation plan for different sales entities based on parameterized criteria. 3. Marketing & Campaign Marketing Management Should be able to provide a centralized view on all the marketing programs and activities across channels already conducted in the past (historical ones), currently in progress and planned for future. o Campaign Management This should include entirely automated campaign capabilities, including for list management, segmentation, design, product offers, scripts and literature, response, event detection, data mining, etc.

Page 36 of 299

The solution should be able to organize, track and maintain all the components of marketing campaigns including customer segment, offers, channels, campaign results / status, campaign schedule / recurrence, campaign statistics, etc.

It should have a graphical campaign design tool to flexibly plan and design campaigns that are multi-phase (e.g., Web Offer / email Offer -> Telemarketing -> eNews Letter, etc.), across multiple channels.

It should have a graphical tool with parameter driven interface to create and modify calling scripts, and define documents associated with the campaigns.

It should be able to maintain and view offers belonging to an organization department (e.g. Retail banking or Corporate banking), a particular product group (e.g. Deposits, Loans, Investment, etc), a particular product (e.g. Time Deposit).

It should have synchronized and consistent network connectivity amongst the Bank and the sales agents for all on-going campaigns and follow-ups. It should have a user-friendly and efficient follow-up technology.

4. CRM Service Service Request Management The tool should have the ability to categorize service request, according to service request type, status, priority, etc. The solution should enable the Bank service staff to create financial-specific service requests, including regarding the account balance, account balance history, account transaction inquiry, account transaction history, account authorization rules, etc. It should provide the entire management and tracking processes for service request under a customer. Financial Accounts

Page 37 of 299

Should enable Bank service staff to view customer's financial account information, such as loan and credit card accounts, including the related account profile, balance history, transaction details, notes, service requests, contact information across all the accounts held by the customer.

The solution should allow the Bank service staff to use the financial account information to handle common service requests, such as inquiries about current account balances, past transactions, and interaction history.

The solution should enable the Bank service staff to automatically generate service requests based on the type of account and associate those requests with the primary contact and financial account.

Accounts Services The solution should support service transaction for the Banks products like loans, credit cards, deposits etc. The solution should support online transaction history enquiry.

Collection Management The tool should provide a collection summary for collection agents to view and learn more about the customer's financial accounts, payment history, and information related to the delinquent account. The solution should provide a collection summary for collection agents to view and learn more about the customer's financial accounts, payment history, and information related to the delinquent account. Up-Selling & Cross-Selling It should have the ability to integrate Service, Sales and Marketing operations of the CRM system It should provide Alert Message capability to prompt the service staff any up-selling and cross-selling opportunities when servicing customers

Page 38 of 299

It should provide a user front-end enabling customer interaction, sales and service transaction at a physical location, typically a retail branch or customer interaction centre

5. Multi Channel Integration The solution should have the ability to serve the customer through various channels such as Branch, Internet, Mobile, and Email etc. It should be an integrated experience for the staff and the customer. It should also provide features like knowledge database, message broadcasting, search tool, help, etc. It should provide the ability to do activity management, business process definition, event and time triggered processes. It should have security and access control, audit trail, meta data management. It should have the ability to synchronize data between the mobile device and the centralized server, using low communication bandwidth even in the event of interrupted communication. It should support online real-time integration of the CRM solution with the Banks Internet Banking portal. It should be able to deliver broadcast messages to individual, group of people, or to the entire call center, and support multiple languages, entities and currencies. 6. Corporate Banking Should provide the user single 360 view of the Customer summarizing its respective banking account information, requests, opportunities etc. Should provide to users, all related information of products and services for effective sales management to a corporate customer Should enable the Bank to monitor the process flow and give appropriate message alerts

Page 39 of 299

Provide all analytics and reporting required for effective management of corporate accounts

7. Wealth Management: The tool should provide the Bank with a complete and consolidated view of all client interactions including household information. Should be able to intelligently provide solutions for the customer to the Banks sales person based on the customer profile and investment data available. Should provide ad hoc reports, dashboards to allow user to analyze and segment their segment client base. The solution should be able to support user driven query and report on database records. Typically it will include an "end user layer" on top of the database architecture to allow user defining query and report using business meta data; Message Broadcasting and Alerts 8. Reporting and Analytics: The tool should provide with the following functionalities for reporting and analytics. Integrated Analytics: The solution should be able to provide the front-end sales, service or marketing user with integrated access to advanced analytical CRM functionalities Sales Analysis and Reporting: The solution should be able to real-time measure actual performance to date versus quota and forecast, by the various dimensions such as sales and region hierarchies, customer, customer segment, product, channel, industry, limit, exposure, campaigns, time period, etc. Service Analysis and Reporting: The solution should be able to provide analysis and reporting facilities for service requests performed by customer service level average lead times, volumes using dimensions such as sales

Page 40 of 299

and region hierarchies, customer, customer segment, product, channel, industry, limit, exposure, campaigns, time period, etc. Marketing and Analysis Reporting: The solution should be able to analyze and track key marketing metrics such as leads converted, campaign revenue generated using dimensions such as customer, customer segment, product, channel, industry, limit, exposure, time period, Rank offers by response rate, revenue, lead generated, etc. Customer Interaction Data Integration: the solution should have the ability to provide data mapping templates to integrate with Operational CRM system's customer interaction data model OLAP Analysis: the solution should allow users to slice and dice, add, delete dimensions, drill down on various data elements, maintain hierarchical relationships Ad hoc and stored query: The solution should be able to support user driven query and report on database records, pre-defined queries. Decision Support: The solution should be able to provide out-of-box analysis / report / management dashboard for the banking subject areas like balances, exposures, campaigns, sales, industry/market analytics,. Set decision or threshold criteria. Batch Reporting: The solution should be able to support batch reporting with the provision of customizable report template, report scheduling, and open report formats. It should support batch distribution through hardcopy, softcopy, emails. Graphical reports: The tool should allow online graphical formats to enable faster and better understanding of a scenario. Information distribution: The solution should be able to support distribution of reports to end users via various channels. The reports must be accessed by the Users using the Banks intranet Portal.

Page 41 of 299

Data Cleansing UBIs objectives of implementing a Data Quality solution are: Provide data standardization across the Bank Cleanse the data as per defined business rules Store cleansed and de-duplicated customer data within the Enterprise Data Warehouse Assign households to the customer data Define a unique customer id which allows a 360 degree view of the customer Integration with the Banks existing data dictionary All data loaded into the EDW must be passed by the Data Quality tool

Data Mining UBIs objectives of implementing a Data Mining solution are: Define the statistical model for the following functionalities and implement the same Customer Life Time Value Product Market Basket Analysis Portfolio Management for Corporate and HNI customer Technical Requirement

8.2.

Overview Appendix 1 provides the complete list of applications that the Bank would like to include into the scope of this RFP. The list also includes those systems which are not currently implemented in the Bank but are expected to be available by the time the implementation of this RFP begins. The following applications, MIS, CIBIL, Reveleus, ALM, AMLOC, MFTP and Account level profitability calculators and Call Center will be downstream from the EDW and the suggested solution needs to incorporate the interfaces both to and from the

Page 42 of 299

EDW for these applications. Apart from these, UBI would be implementing other solutions such as Operational Risk, Market Risk among others. UBI requires all these future applications also to be integrated with the EDW. The nature of interaction with the EDW (source/target) has also been specified in Appendix 1. Network Environment The current network environment of Union Bank of India is as shown below:

Currently there are 2664 branches connected on MPLS and 320 branches connected on Lease Line (LL) and 230 branches through VSAT. Existing applications - Data Volumes Please refer to Appendix 1 for further details.

Page 43 of 299

8.3.

Proposed Data Warehouse Environment

Conceptual Architecture UBI would like to build an enterprise wide data warehouse (EDW) of clean & consistent data which provides Batch reporting, Ad-hoc querying, Strategic, Tactical and Event-driven decision making to a cross functional group of Operational, Managerial and Executive users from a single, centralized, mission critical and up-to-date copy of its enterprise data. High Level Conceptual Architecture*

The data warehouse architecture must provide support for the following guiding principles:

Page 44 of 299

1. Follow the concept of

centralized data warehouse to ensure data

standardization and accuracy across all the applications 2. The proposed solution must support Batch as well as near real time data refreshes 3. The Customer master data must be stored in the EDW and shared by all other applications to ensure that there is no redundancy of information. 4. The solution must provide the capability to allow users to view comprehensive granular data as well as highly summarized executive dashboards. 5. Provide high user concurrency, capability for Any Query, Any time, Any Place, Any business area & Any System. 6. Support the down-stream applications such as ALM, AML, Risk Calculators & Lead Management system and also provide extracts to meet CIBIL requirements. 7. Support executive dashboards, managed automated supporting and OnDemand querying and reporting. 8. The proposed solution must be built on the foundation pan industry logical data models allowing data conformity across applications. 9. The key components of the architecture are Extraction, Transformation and Loading (henceforth referred to as ETL) Subsystem, Data Quality subsystem, Logical Data Model subsystem, Data base subsystem, Analytical Application subsystem, Data Mining subsystem. 8.4. Security

UBI needs to control the data accessibility and commands that can be executed by a user, according to their status and privileges. All access needs to be provided via personal identification and authentication. The system rights will be defined as per the role hierarchy within UBI. All users will need to register to be able to use the EDW. Access to the system must be through secured passwords. Logging of users accessing the system and monitoring of online activity needs to be provided as part of the solution. The Bank would like to Page 45 of 299

maintain audit trails for addition, deletion and correction made by the user using the Metadata Repository. In addition the Bank would also like to allow for user permissions to be set by work area (or folder). 8.5. Hardware Requirements

SI(s) are required to provide for the detailed configuration of the proposed Development, Test, Production and DR server environments as per the requirements mentioned. The SI(s) are required to provide the configuration details for an initial 8.5 TB raw data increasing at a compounded rate of 30% per year for 7 years. For each of the individual subsystems, (ETL Server, OLAP Server, Data Mining Server, etc), SI(s) need to provide the details separately in their respective sections as per the format given in Annexure K Solution Details/Technical Specifications. The recommendations for the hardware should consider the following: 1. The recommended hardware should have high reliability, fault tolerance, redundancy and high availability. 2. There should be no single point of failure in the hardware. 3. The proposed hardware must be for the entire 7 year duration as per the sizing requirements defined in Section 9.26. 4. Clustering of the application and database servers 5. The hardware and software proposed as part of the solution must, at a minimum, cater to the peak load requirements* in terms of ETL loading times and BI access which are defined as follows: a. CBS EoD is usually after 1 am and SoD is 8 am. However, the EoD is extended to 4 am at the time of month-endings. Hence the loading window would be from 4 am to 8 am only.

Page 46 of 299

b. The peak load for reporting purposes will be on Fridays, Saturdays and Mondays as well as the entire first week of every month. 6. The recommended hardware and software should support the EDW requirements for a period of 7 years post the acceptance of the solution in each phase. 7. The Bank has more than 3 Crores customer accounts. 8. The Bank has more than 35,000 credit card holders. 9. The customer accounts are expected to grow at 30% every year. 10. The transactions are expected to grow at the rate of 30% every year from the current volume of 30 lakh transactions per day. 11. The raw-data sizing is as provided in Section 9.26 12. The phasing of the project as per section 9.25 13. The SI has to guarantee a minimum uptime of 99.0% and should be ready to execute Service Level Agreement (SLA) for the same. The uptime shall be computed on a monthly basis. For every 1% downtime (for both Peak and Off Peak hours) in a month, there shall be a penalty of 1% of the AMC / ATS, where the downtime cannot be more than 3 hours in a day. If uptime goes below 90%, then no AMC / ATS will be paid for that particular month. 14. There can be no multiple failures in a single day and the mean time between failures (taken over a period of 6 months) should be a week. 15. In case the peak load on the servers is exceeded more than twice in a month even when the transactions volumes are well within the projected volumes, the SI will provide one man-month of ETL support to the Bank free of charge as penalty for exceeding the peak load. 16. Application and Database servers should be vertically scalable whereas Web Servers must be horizontally scalable and must be capable of incremental expansion to meet the growth requirements of the Bank as defined above.

Page 47 of 299

17. The specified servers must be current/ recent in the OEMs product line and must be fully supported by the OEM for the duration of the project and for the warranty and post warranty. 18. Servers must support all the standard driver supports. 19. The server configuration proposed by the bidder should have upgrade capability in terms of processors, memory, disk storage, etc. without disrupting the systems and users. 20. While proposing the actual storage specifications, the sizing and parameters should be taken into consideration and specification must be provided by the bidder based on the application, architecture & the storing volume requirement. Also the proposed storage solution should be scalable to meet the sizing and the growth requirements.

8.6. 8.7.

Number of Users Network Requirements

For details about the types of users, Please refer to Section 9.26. Please provide the details of the network requirements for the proposed solution. 8.8. Backup and Recovery

1. The proposed solution must include capabilities to backup all data and metadata across all the sub systems of the proposed solution 2. The proposed solution should provide mechanism for incremental and full backups with zero down time 3. The proposed solution should provide Support for replicating data onto remote sites 4. The proposed solution should provide monthly validation of database backup. Service includes restoration of database from backup media and validation that all database components are present and not defective. An electronic report of the results is provided at completion of validation Page 48 of 299

5. The proposed solution must support mirrored devices 6. The time window available for backup will be between 10 pm and 2 am 7. The full backup must be taken at the end of the week, whereas incremental backups must be taken every day. At any given point in time at least two full backups and a week of incremental backups must be maintained. 8.9. Platform installation and administration

Please refer to Annexure K Section 23.3 for details related to Platform installation and administration. 8.10. Updates & Upgrades Given that the data warehouse solution will consist of a number of software components, it is expected that over the project duration of the solution, improvements, additions and enhancements to functionality will occur. An update is a bug fix or patch for the software. An upgrade is a major change or software release. An upgrade can also be an increase in system capacity based on an increased amount of data, activity, or storage. 8.11. Disaster Recovery The solution provided by SI for the EDW/BI and Operational CRM must support Disaster Recovery plans as follows: 1. Allow fail over to a Hot Site 2. Provide architecture and design for Disaster Recovery 3. SI must detail out any licensing information related to Disaster Recovery design 4. Provide Active-Passive Disaster Recovery 8.12. Redundancy and High Availability The system should be configured in high available mode as suggested in this document. Servers will be configured in clustered mode. Further, at Database level, Servers will be clustered both at Operating System and RDBMS. The

Page 49 of 299

entire system should be configured in such a way that there should not be any single point of failure. SI has to quote for all the hardware peripherals and software required. The system can also be monitored from single monitoring workstation. All the servers (DB/APP/WEB) at the Data Center shall have Gigabit Ethernet LAN (or higher) connectivity. However, there will be a private Gigabit Ethernet LAN (or higher) between Servers. The production should have database in cluster 1+1, application server n+1, web server n+1). The SI will have to set up the DR site which must be capable of handling 100% of the load of that of production. DR will be used only when primary is not available. 8.13. Warranty Service The SI must support the solution implemented under the contract for the entire Solution stack provided, i.e. Hardware and all Software components as defined below. Hardware Warranty will be for a period of 1 year. Warranty support for each of the hardware components will start from the date of UAT sign-off and deployment on the production environment of the respective application component implementation. The post warranty AMC period will be for 6 years and will start after the warranty period is over. Software and Database ATS support must be provided for a period of 7 years post the installation and sign-off date of UAT sign-off and deployment on the production environment of the respective application component. The ATS for each application (software and database) will be calculated separately. In case the ATS starts from the first day of the date of delivery, the SI will have to absorb the cost up to such

Page 50 of 299

time that the installation and UAT sign-off on the production environment has been completed. The services offered as part of the warranty and post-warranty support must be in conformance with the specifications supplied in the Technical Specification. During this period, the SI will be responsible for the patch updation / bug fixing / replacement / support of all software supplied under this tender. The SI has to ensure the following: 1. Provide proper documentation that confirms 24x7x365 on-site support for the solution provided. A suitable Helpdesk and Service Centre must be established to ensure high level of service. UBI will provide necessary office accommodation for this Help-Desk. 2. Undertake immediate bug fix actions in the event of software failure causing an interruption of operation of the Host Centre and/or Branch systems as per the response / resolution times defined in Table A. During the event of any failure (software /hardware /network /etc), the solution should continue to function seamlessly. 3. Notify about all the detected software errors and correct them in the shortest possible time. 4. The SI will be responsible for notification of new versions / releases of all the provided software including the environmental and support software and supervise their implementation in mutually agreed deadlines. 5. Enter into the obligation that in the event any of the PSP releases a new version of software, and the Bank is using one of the previous versions, PSP would provide the full scope of services to the version used by UBI for a period of at least 7 years from the go-live date. In case the PSP refuses to support the version used by UBI for the full 7 year period, the SI must provide the Bank with version upgrade and implement the same at no additional cost to the Bank.

Page 51 of 299

6. Service records must be maintained at the Helpdesk for software warranty support. In addition, calls to the Helpdesk must be tracked including the disposition and subsequent resolution of problem. These records are to be reviewed monthly with the Bank. 7. The software service must be conducted in a manner not compromising the security and integrity of Bank's data and not compromising the quality of operation of UBI, particularly the services rendered to customers. 8. Support the Bank in integrating any new applications using the ETL Solution to the EDW and provide support in extending the model and creating analytics / reports from the same. 9. Conduct DR drills in conjunction with the Bank. Table A: Service Response & Resolution Time Issue Classification Severity 1 Severity 2 Severity 3 Warranty Period Response Resolution Time Time 0.5 hours 1 hour 2 hours 2.5 hours 6 hours 12 hours Post-Warranty Period Response Resolution Time Time 0.5 hours 1 hour 2 hours 2.5 hours 6 hours 12 hours

Severity 1: Any issue which results in either the users not being able to use the system or loss of data resulting in breakdown in the normal functioning of the Bank Severity 2: Any issue which results in the system failure but there is an immediate work around available or any issue resulting in an impact on the performance of the system. Severity 3: Any bug or issue which does not impact normal functioning of the system. 8.14. Onsite Support The SI will provide onsite operational and technical support for the hardware and solution during the entire period of the project including warranty and post

Page 52 of 299

warranty periods starting from go-live. The vendor should get the consent of the Bank for the on-site engineers prior to their posting. provided are as follows: L2 and L3 level technical support for data loading, back-ups, application and data maintenance, etc. o 2 engineers will be deployed during the business hours and one engineer during non-business hours for the first year o 1 engineer will be deployed during the business hours and two engineers during non-business hours from the second year onwards o UBI may change the deployment combination as per requirements. The operational support staff should have onsite support experience for the EDW, BI, CRM, Data Quality and Data Mining solutions. o 2 engineers for EDW solution o 1 engineer for BI solution o 1 engineer for the Operational CRM solution o 1 engineer for the Analytical CRM solution o 1 engineer for the Data Quality solution o 1 engineer for the Data Mining solution o 1 engineer for the hardware maintenance The scope for the on-site engineers will include configuration changes, version up-gradations (EDW and source and target applications), performance monitoring, trouble shooting, patch installation, running of batch processes, database tuning, and liaison with PSP for various support issues, taking periodic backup of the database, query generation, etc. Providing UBI with daily hardware utilization reports and alerting UBI in case of any performance issues or hardware upgradation requirements Note: The threshold will be mutually defined at the time of the requirements gathering phase. Routing the transactions through the backup system in case the primary system fails Switching to the DR site in case of system failure Page 53 of 299 The services to be

Support for integrating any applications that need to be interfaced with the EDW in future

The Service Response and Resolution time for the onsite support services are as per Table A. The Bank will place an order for the software, database, hardware, services and support based on actual requirements only. 8.15. Data governance Please provide the framework to be adopted for managing the quality, consistency, reliability, usability, security, data integrity and availability of the solution. 8.16. Deliverables 1. Project Management a. Comprehensive Project Management Plan for each phase of the Project must be provided prior to the inception of the phase. It should include the following processes and timelines:

Project Implementation Schedule Requirements Management Process Quality Management Plan Change Management Process Release Management Process Quality Control/Testing plan Documentation Management Process Project Communication Plan

b. Weekly Progress Reports c. Dashboards to track milestones and Issue Logs d. Risk Assessment Plan e. Knowledge Transfer Plan f. Governance Structure for the Project 2. Solution Implementation Page 54 of 299

All the components proposed as part of the solution stack should be commercially available products and shouldnt require any ground level development. The components should be backed by Product Road Map and Support Guarantee for at least Implementation period + 7 years from the date of the release of the RFP document. a. Implementation and customization of the following software tools to address all functional areas as defined in the RFP.

Data Cleansing and Data Dictionary Operational CRM Analytical CRM Enterprise data warehouse OLAP Data Mining

b. Documentation Requirements The SI must deliver at the minimum documentation on the following for each solution implementation:

Business Requirements Document Detailed functional and technical scope document System Requirement Specification Solution Architecture Detailed Logical Design Document and Data Dictionary Strategy for Data Migration Strategy Document for Testing, Training and Acceptance Detailed Physical Design Document Source code and customization documentation Integration Testing Plan System Performance Benchmarks Metadata Repository User Acceptance Reports Maintenance Document Configuration and User Manuals

Page 55 of 299

Training Plan User Training Manuals Licenses for all the software components

Application Documentation: The following minimum documentation (hard copy and soft copy) for all the proposed software applications/ hardware components must be made available in English. 1. General functional description 2. Set up and installation guide 3. User guide including: a. Screen layouts b. Report layouts c. Transaction processing rules d. Operation authorization descriptions e. Error correction procedure descriptions 4. System administrator guide including: a. Data base administration guide b. Data backup guide c. System security and access guide d. System audit trail guide e. Glossary of terms

Meta Data Management and Maintenance Documentation 700 BI reports to meet the analytical requirements of the Bank Data Feeds for downstream applications such as AML, ALM, MIS, CIBIL, MFTP, Risk and Profitability Calculators, etc. defined in Appendix 1. ETL and scheduling routines for data extraction and loading for all the source and target systems defined in Appendix 1. Integration of all solutions as defined by the overall reference architecture Specify more if any

Page 56 of 299

8.17. Environment Set-up and configuration Detailed documentation on system setup and configuration of the User Acceptance Test (UAT), production, development and testing environments configurations and the Backup and Restore procedures for each of these environments. Also provide detailed documentation on fallback/disaster recovery procedures and shifting back to normal production. 8.18. Team Requirements for UBI Please provide the details of the team structure required to be provided by UBI, for each individual Solution Component, by the phase of the project. Also, indicate the required resources to support the solution for the warranty and post warranty support. 8.19. Training The SI should provide training to personnel identified by UBI on functional, operational and administration of Enterprise Data Warehouse and CRM solution. The administrative training program has to be provided to 50 officers of UBI in at least 2 batches not exceeding 25 officers each and the application training has to be provided to 50 officers of UBI in at least 2 batches not exceeding 25 officers each. 1. The SI should also provide the following trainings (for a maximum of 50 personnel per training): a. End - User Training b. System Administration Training c. Top Management Training d. Version upgrade Trainings e. Project Implementation 2. The training program should be of required duration and with a batch size as mutually agreed by UBI and the SI. 3. Training should include training aids such as online tutorials, hard copies and soft copies of the manuals, etc. Page 57 of 299

4. The SI should provide detailed training plan for this purpose. 8.20. History Data and Archival At any given point in time 10 years of historic data must be maintained in the Data warehouse to allow for regulatory requirements. Users must be allowed to query historic data. Data will be archived on a rolling basis to ensure that there is no loss of data. It must be possible to restore the archived data for specific queries by the regulators / users.

Page 58 of 299

9 Bid Guidelines
9.1. Response to RFP Two Part Offer SI should submit their offer in two parts, the Technical Offer (TO) and the Indicative Commercial Offer (ICO). Both the offers must be submitted at the same time but in two separate sealed covers super scribing TECHNICAL BID FOR EDW/BI and CRM Solution on the top of the cover of TO and INDICATIVE COMMERCIAL BID FOR EDW/BI and CRM Solution on the top of the cover of the ICO. Both, the TO and ICO, must be submitted in SEPARATE SEALED COVERS. The SI should also submit the soft copy of the complete technical bid in MSWord 2007 format on a CD, super scribing "SOFT COPY OF TECHNICAL BID FOR EDW/BI and CRM Solution along with the technical bid. The SI must not furnish the softcopy of the price bid. In case of any discrepancy between the soft copy and the hard copy of the technical bid the latter would be treated as the authorized version. An authorized representative of the SI must sign the proposals submitted to UBI. Proposals must also indicate the respective individuals authorized to answer and commit on behalf of the SI with respect to proposal clarifications and negotiations. All pages of the proposal should have the SIs stamp and initials of the authorized representative. Neither the transmission of the RFP to a prospective SI nor acceptance of a reply shall imply any obligation or commitment on the part of UBI. Documentary proof must be submitted for all the claims made by the SI.

Page 59 of 299

UBI reserves the right to accept / reject any or all offers submitted in response to this RFP without assigning any reason whatsoever.

A pre-bid meeting will be held as per the date and time mentioned on the Page no. 1 of this document at the above address. 9.2. Technical Offer

The Technical offer (TO) should be complete in all respects and contain all information asked for in this document. It should not contain any price information. However TO should confirm that all required rates have been quoted in indicative commercial offer (CO), without showing the actual amounts in the TO. The documents provided for the Eligibility Criteria must be separated in a standalone file. It is mandatory to submit all the details in the prescribed formats duly filled in, along with the offer. The Bank, at its discretion, may not evaluate a TO in case of non-submission or partial submission of technical details. The technical offer must be submitted in an organized and structured manner and all pages must be numbered and an index provided. No brochures/leaflets etc. should be submitted. The TO should comprise of following: 1. Covering letter (Annexure A) 2. SI / PSP Profile to be provided for each individual bidder in the consortium (Annexure B) Page 60 of 299

3. Documents for Eligibility Criteria (Annexure C) 4. References (Annexure D) duly filled in with photocopies of required certificates / documents / proof should be attached. 5. Bio Data with qualifications and experience of IT professionals who are on the permanent rolls of the organization and who have on-site implementation experience who will be assigned for this project. The Bank has the final say in accepting any submitted bio-data (Annexure E). 6. Technical Architecture (Annexure F) 7. Format of Indicative Commercial Offer duly filled in without the pricing information (Annexure G) 8. Compliance with Functional Requirements Matrix for Evaluation Criteria (Annexure H) and Self Declaration 9. Form of Self Affidavit / Declaration (Annexure I) 10. List of proposed Software /Hardware (Annexure J) 11. Proposed Solution Product Details (Annexure K) and Self Declaration 12. Detailed methodologies / processes to be followed solution (Annexure L) 13. Comprehensive Project Plan and Schedules (Annexure M) 14. Team composition and task assignment for the proposed assignment (Annexure N) 15. EMD for Rs. 2 Crores in the form of either Demand Draft or Bank Guarantee (Annexure O) 16. PSP Partnership Details and Letter for PSP Support (Annexure Q) 17. Documents for Evaluation Criteria (Annexure R) 18. Product Licensing forms (Annexure S) 19. Undertaking to provide additional Hardware and Software at no additional cost to the Bank in case the proposed hardware does not meet the Banks requirements for the full duration of the Project (Annexure T) 20. Exhibit A and B for Reverse Auction

Page 61 of 299

9.3.

Benchmarking Results for the EDW

All the SIs selected after the Technical Evaluation will be required to perform a benchmark/ lab test with the proposed hardware and database solution which will be arranged at the SIs cost and will be conducted at the Vendors labs . Only those SIs who meet the stipulated benchmarks will be selected for further evaluation. The submitted reports must be certified by a certified auditor who has audited at least 2 other benchmarks in the past. The benchmark must be performed for data volumes, no. of users, query mix, concurrency projected for end of year 1 of the project. The expected QphH must be at least 100,000. Please refer to Section 9.26 for query benchmarking. The benchmark must be conducted using the data provided by the Bank. The Bank reserves the right to disqualify any proposal that fails to meet the expected QphH set above. The benchmark must be performed in the presence of the banks representatives. 9.4. Purchase Preference for PSUs

The policy of Government of India (issued from time to time) for purchase preference for Public Sector will be followed. Where State / Central Government Departments or PSUs participate in the tender and are in a position to meet the requirements, purchase may be made from them after taking into consideration the Government guidelines in respect of such purchases.

9.5.

Indicative Commercial Offer

The complete price schedule should be submitted only in the Indicative Commercial Offer as per Annexure G. Please note: Not to change the format of the Indicative Commercial Offer.

Page 62 of 299

The Bank shall use this indicative commercial bid for the purpose of deciding start bid for Reverse Auction or alternatively the Bank may decide the start bid without referring to the Indicative Commercial. Price must be quoted only in Indian Rupees. The price quoted must contain the basic price and all applicable taxes, duties, levies, charges etc. separately as per Annexure G. 9.6. Reverse Auction

For finalization of the most competitive offer, the Bank will conduct Reverse auction. The detailed procedure and Business rules for the Reverse auction are given as per Annexure I and are also available on Banks website. The technically qualified bidders will be shortlisted and they will be allowed to participate in the Reverse auction process that will be conducted by an Auction company authorized by Bank. The Bank will deal with only the Lead SI in case of a consortium bid. Specific rules for this particular event viz., date and time, start price, bid decrement value, duration of event etc. shall be informed by the Auction Company to the shortlisted bidders before the event. The L-1 bidder will be decided through Reverse Auction only. The L-1 bidder emerging at the end of the Reverse Auction process shall be required to submit the break-up of his Final price (last bid price) again in Annexure G. Failure or refusal to offer the services/goods at the price committed through Reverse Auction shall result in forfeit of the EMD to Bank. In the entire process, decision taken by Union Bank of India is final. The consultancy services will commence upon acceptance of Purchase order by System Integrator/Lead SI in case of consortium. Union Bank reserves the right Page 63 of 299

to reject any or all proposals and cancel the process at any point of time till Purchase order is released. Similarly, the Bank reserves the right not to include any SI in the final short-list. 9.7. Consortium Bids

The SI can only tie up with other hardware, software and application providers to perform specific functions of this RFP. The SI can form a consortium with at most two other members if required. Any other required partnership with other PSPs should be on a Back to Back basis and a MAF must be provided as part of the response for the same. The SI will however frontend the consortium and take overall responsibility for all the deliverables in respect of all the partners in the consortium. All the individual members of the consortium must sign a teaming agreement. The teaming agreement should clearly specify the SI and the individual members with their roles, responsibilities, and authorities clearly defined with respect to this RFP and the proposed duration of the engagement only. Any change/deviation in roles and responsibilities or consortium of the consortium without prior intimation and approval of UBI after the award of contract will be taken as non-performance. UBI in such circumstances have the right to terminate the Contract which will result in invocation of the Performance Bank Guarantee. The teaming agreement will have to be submitted by the finalized vendor only and must be as per the RFP terms and conditions. The same will be considered to be a part of the final agreement that will be signed and executed between the Bank and the finally selected vendor. UBI shall enter into an agreement (including all commercial and payment terms) with the SI only, for the duration of the Contract period for various Services defined in the Scope of Work. The SI has to provide services for the implementation of the EDW, ETL, BI and Data Mining solution apart from at Page 64 of 299

least one more component listed out in Section 3 Scope of Work. Every consortium member should provide at least one complete component from the list of components mentioned in Section 3. 9.8. 9.9. Multiple Bids The SI/ Lead SI in a consortium can submit only one bid. The PSP for EDW Database or Data-warehouse Appliance can participate with at most three lead SIs. Technology partners or PSPs of other components can submit multiple bids as part of more than one consortium. Clarifications of RFP Queries / clarifications will not be entertained over the phone. All queries and clarifications must be sought in writing or sent to the email-IDs:
rfpresponse.edw@unionbankofindia.com as per the dates provided in the covering

sheet. No in-person meetings to seek clarifications will be entertained. SI is requested to collate and submit all the queries together to seek clarifications / responses from UBI clearly stating the section and Page number of the RFP to which the query refers. The SI should ensure that all the queries and clarifications are communicated in writing as per the dates provided in the covering sheet. Any query sent after the last date for submission of queries will not be entertained. SI is requested to indicate only one e-mail ID, to which the clarifications and other communications can be sent. 9.10. Amendment to RFP At any time prior to the opening of the technical bids, UBI may, for any reason, either suo moto or arising out of queries of the SIs, amend the RFP document and publish the same on UBIs website. UBI may amend any of the RFP terms, which would be communicated / indicated on the website. The amendment so carried out will be binding on all Page 65 of 299

the SIs. It will be assumed that amendments contained in such addendums have been taken into consideration by the SIs in their offers. At any time prior to the opening of the indicative commercial bids, UBI may seek resubmission of the proposals as per UBIs requirements. In such case, the SI should resubmit the proposals as per UBIs requirements and such resubmitted proposals should remain valid for a period of 1 year from date of such resubmission of the proposal. The EMD provided will need to be correspondingly modified. 9.11. Right to Alter Quantities The Bank reserves the rights to alter quantities, revise/modify all or any of the specifications, delete some items specified in this offer, when finalizing its requirements. The Bank will place an order for the software, hardware, services and support based on actual requirements only. 9.12. No Commitment to Accept Lowest or Any Tender the Bank shall be under no obligation to accept the lowest or any other offer received in response to this tender notice and shall be entitled to reject any or all tenders without assigning any reason whatsoever. 9.13. RFP Ownership The RFP and all supporting documentation are the sole property of Union Bank and should NOT be redistributed without prior written consent of Union Bank. Violation of this would be a breach of trust and may, inter-alia cause the SI(s) to be irrevocably disqualified. The aforementioned material must be returned to Union Bank when submitting the proposal, or upon request however, SI(s) can retain one copy for reference. Page 66 of 299

9.14. Proposal Ownership The proposal and all supporting documentation submitted by the SI(s) shall become the property of the Bank. The proposal and documentation may be retained, returned or destroyed as the Bank decides. 9.15. Confidentiality This document contains information confidential and proprietary to the Bank. Additionally, the SI(s) will be exposed by virtue of the contracted activities to the internal business information of the Bank. Disclosures of receipt of this RFP or any part of the aforementioned information to parties not directly involved in providing the services requested could result in the disqualification of the SI(s), premature termination of the contract, or legal action against the SI(s) for breach of trust. Selected SI will have to sign a legal non-disclosure agreement with the Bank before starting the project. 9.16. Governing Law and Disputes The Bid and the subsequent Contract with the selected Bidder shall be governed in accordance with the Laws of India and will be subject to the exclusive jurisdiction of Courts in Mumbai. 9.17. Language of the Bid The language of the bid response and any communication with the Bank must be in written English only. Supporting documents provided with the RFP response can be in another language so long as it is accompanied by an attested translation in English, in which case for purposes of evaluation of the bids, the English translation will govern. Page 67 of 299

9.18. Presentation Eligible bidders are required to make presentations to supplement their bids. The Bank will schedule presentation at the time and locations. Failure of a bidder to complete a schedule oral presentation to the Bank may result in the rejection of that SIs proposal. The presentation should include the implementation workflow, process methodology and timelines for completion of the project. 9.19. Price composition The Charges/fees quoted should be only in Indian rupees only. The Charges/fees shall be on a fixed price basis and should not be linked to the Foreign exchange. Prices shall be inclusive of all costs and taxes to be charged. Taxes, duty, service taxes, Govt. charges or any hidden cost should be mentioned specifically. During the offer validity and subsequent contract period, the SI will absorb any upward revision of prices, custom, taxes (excluding service tax), Govt. duties and pass on the benefit to UBI in case of downward revision of Govt. taxes, levies, etc. ATS charges and other maintenance expenses as applicable should also be mentioned in the offer. Any upward / downward change in Service Tax will be to the account of Bank. But for TCO purpose, the bidders should quote with the existing service tax rates. Octroi / Road tax, if any will be paid extra as per the actuals. The total price should include all the components mentioned in the Indicative Commercial offer as mentioned in Annexure G. Where the Bank will be paying for systems or services beyond the first 12 months any known or possible changes in price must be included for the 2nd year onwards

Page 68 of 299

In the event of third party software products being incorporated in or forming part of the solution in any form, the SI shall warrant that the software has been procured by the SI under valid licenses from the relevant IPR owners of such software and have a legal right to use such software. Unit license cost for database, application software, Operating system and environmental software etc. will be arrived by dividing the total cost of component by number licenses provided for that component. Cost for PSP implementation support for all the solution component must be mentioned as a separate line item in the Bill of Material. The prices agreed upon shall be inclusive of transportation and insurance of all the equipments i.e., on CIF basis till the time of installation and commissioning at the respective designated locations. 9.20. Price Freezing / Repeat Orders The price finalized shall remain frozen/ valid for the entire duration of the project i.e. implementation, warranty and post-warranty period. Bank reserves the right to place repeat orders for any of the items at the same price. No price variation should be asked for relating to increases in customs duty, excise tax, foreign currency price variation, etc within the minimum frozen period. However, any reduction in prices due to the principal reducing the prices, reduction in duties, taxes etc., by the Govt., shall be passed on to the Bank. 9.21. Alterations or Erasures All details must be completely filled up. The corrections or alterations, if any should be authenticated.

Page 69 of 299

In case the corrections/alterations are not properly authenticated, the offer will be rejected. 9.22. Offer Validity Period The offer should remain valid for a period of at least 1 year from the date of the submission of offer. 9.23. Teaming Agreement In case of consortium bid, the SI must submit a letter from all the partners confirming their participation in the bid and agreeing to the conditions of the RFP and agreement to support the project implementation and subsequent Warranty and Post-warranty period for the project. The letter should clearly specify the SI and its partners with their roles, responsibility and authority clearly mentioned. Any change or divergence in the roles or responsibility after the award of contract by the SI shall be taken, as non-performance of the contract and UBI will have the right to terminate the contract at its discretion, which will result in the forfeiture of EMD. The actual teaming agreement must be provided to the Bank at the time of Indicative Commercial Bid Opening. In case there is any divergence from the conditions defined in the RFP, the Bank reserves the right to reject the bid and forfeiture of the EMD. After the project period is over i.e. Implementation plus 1 year warranty plus 6 years of post warranty AMC, the Bank reserves the right to contract separately with any of the consortium members. agreement. It should be mentioned in the teaming

Page 70 of 299

9.24. Evaluation Process The Technical offers submitted by the SI(s) will be evaluated only if they fulfill the eligibility criteria as per Section 4. The evaluation process for short listing of SI(s) will be based on the evaluation matrix given below in section 9.24. The Evaluation Matrix has been split as follows 1. Enterprise Data Warehouse Solution including ETL and BI, Data Quality Solution and Data Mining Solution 2. CRM Solution Operational and Analytical CRM The SI must qualify for each of these separately. Only those SI(s) who obtain a minimum of 75% marks or more in each of these sections will be invited to participate in the reverse auction process. Refer to Annexure R for the list of documents to be submitted for the evaluation process. Under clause 9 of the EDW evaluation matrix, the vendor should score minimum 75% marks in each of the sections namely Technical Architecture of the overall solution, EDW and CRM sections. The decision of the Bank in this regard shall be final. 9.25. Evaluation Matrix Only references of the member implementing the particular solution component will be considered for evaluation purposes. Enterprise Data Warehouse Solution Sr. No. 1 Maximum Marks 400

Criteria Description

Rules of Rewarding Marks

1.1

Technical and Functional Requirements Technical Requirements - The marks will be based on the proposed solution for EDW / ETL / BI/ Data Quality and Data Mining meeting the technical requirements as specified in Annexure K Solution Details/Technical Specifications for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K.

275

Page 71 of 299

1.2

2.

2.1

2.2

2.3

2.4

The final marks will be allotted only based on the Banks reference visit and demonstration of the product during the Technical Presentation. The SI must qualify this criterion, by scoring a minimum score of 80%. Functional Requirements - The marks will be based on the solution meeting the functional requirements of the Bank defined in meeting the functional requirements as specified in Appendix 2 -Functional Requirements for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K. The final marks will be allotted only based on the Banks reference visit and demonstration of the product during the Technical Presentation. The SI must qualify this criterion, by scoring a minimum score of 70%. Implementation Experience SI Number of consecutive years the 15 marks for 3 years and 5 marks for Lead Bidder has every additional year more than 3 provided Enterprise years. Data Warehouse solution services References where >3 Clients 35 Lead Bidder has 3 Clients 25 implemented the proposed Enterprise 2 Clients 15 Data warehouse and ETL solution. References where More than 3 40 Lead Bidder has 3 Clients 30 implemented an Enterprise Data Warehouse solution with raw Data 2 Clients 20 volumes > 5 TB. The references must be for in production data only. References where More than 5 30 Lead Bidder has 5 Clients 25 implemented the 4 Clients 20 proposed BI solution 3 Client 15

125

300

30

35

40

35

Page 72 of 299

2 additional marks will be awarded for every implementation in India (Max of 5 marks to be assigned). More than 3 3 Clients References where Lead Bidder has implemented the proposed Data Mining solution 2 Clients 10 7 5 15 2 additional marks will be awarded for every implementation in India (Max of 5 marks to be assigned). More than 3 Number of customers under Consortium Member where post implementation support has been provided for Data Quality for the last 2 years 3 Clients 2 Clients 20 15 10 25 2 additional marks will be awarded for every implementation in India (Max of 5 marks to be assigned). More than 3 Number of customers under Lead Bidder where post implementation support for EDW and Data Mining for the last 2 years has been provided References where Lead Bidder has implemented and 3 Clients 2 Clients 20 15 10 25 2 additional marks will be awarded for every implementation in India (Max of 5 marks to be assigned). More than 1 1 Client 25 20 50

2.5

2.6

2.7

2.8

Page 73 of 299

implemented and integrated the proposed EDW solution with a Core Banking Solution (CBS)

3 additional marks will be awarded for every implementation in India (Max of 5 marks to be assigned) Additional 20 marks will be allotted if the CBS integrated with was Infosys Finacle

2.9

3 3.1

References where More than 1 40 Lead Bidder has 1 Client 35 implemented the proposed Logical Data Model in the BFSI 2 additional marks will be awarded sector. The model implemented must be for every implementation in India for an Enterprise Data (Max of 5 marks to be assigned). Warehouse solution only. Implementation Experience PSP Number of EDW solution installations 5 marks for every installation (Max of 20 marks) provided by the PSP in the last three years More than 3 25 3 Clients 20 References where PSPs EDW solution has been implemented

45

260 20

3.2

10 additional marks will be awarded for every BFSI implementation (Max of 25 marks to be assigned). > 2 Clients 2 Clients 1 Client 25 20 15

50

3.3

References where the proposed Data Mining solution has been implemented.

30

Page 74 of 299

3 additional marks will be awarded for every implementation in BFSI sector (Max of 5 marks to be assigned) > 2 Clients 2 Clients References where proposed solution for Data Quality solution has been implemented. 1 Client 17 12 7 20 1 additional marks will be awarded for every implementation in India (Max of 3 marks to be assigned) > 3 Clients References where the proposed BI (including dashboards) solution has been implemented 2-3 Clients One Clients 45 40 35 50 2 additional marks will be awarded for every implementation India (Max of 5 marks to be assigned). > 2 Clients One Clients References where the proposed CDC solution has been implemented. 5 3

3.4

3.5

3.6

3 additional marks will be awarded for every implementation where Finacle was one of the Source applications for a BFSI customer (Max of 5 marks to be assigned).

10

3.7

References where the proposed ETL solution has been implemented

> 2 Clients 2 Clients One Clients

6 4 3

20

Page 75 of 299

2 additional marks will be awarded for every implementation in India for Finacle (Max of 4 marks to be assigned).

5 additional marks will be awarded for every BFSI customer (Max of 10 marks to be assigned). Audited or Published benchmarks for proposed solution on the proposed Audited or published report hardware configuration 10 TB and QpPH > 50000 SI Resources Number of 31 or more 40 Implementation 26 30 35 experts & Consultants 30 available in India with 21 - 25 the SI having more 16 20 25 than 2 years of onsite implementation experience in the proposed solution 11 - 15 20 components. Please provide breakup across the different components. Commercial Strength & viability of the SI Business Turnover of the SI for the last three years (Number of years to calculate the average will be taken as per the actual number of years in business) Rs.551cr or more 100 Rs.501cr to Rs.550cr Rs.451cr to Rs.500cr Rs.401cr to Rs.450cr Rs.351cr to Rs. 400cr Rs.300cr to Rs.350cr 90 80 70 60 50 100

3.8

60

40

4.1

40

100

5.1

Page 76 of 299

Reference Evaluation - The reference sites proposed must at a minimum comply with the following: 1. At least one site should be a location where the SI is providing Support and Maintenance service for an EDW solution 1. At least one site must be a location where the SI has implemented the EDW solution and the Data Mining solution. Note: The reference feedback will be evaluated and if needed, a reference visit might be undertaken for verification by UBI officials.

The marks will be based on the feedback received from two reference sites as specified in the below mentioned matrix. Bank will request feedback through mail from these reference sites. The average of both the feedback on different parameters will be taken for technical evaluation. If one of reference site does not respond, the values for the parameters requested in the feedback will be taken as ZERO.

100

Implemented in time Adhering to the implementation time lines fixed by Customer

25

6.1

Implemented with permissible delay 15 Implemented with Delay Fully met 25 15 5 25 5

25

6.2

Application meeting the functional requirements of the Bank

Partial Minimal

25

6.3

Post Implementation Support

Excellent

25

Page 77 of 299

Good Satisfactory Poor Excellent Good 6.4 Project Management Satisfactory Poor Presentation and evaluation by internal committee

20 15 5 25 20 25 15 5

Marks will be assigned by an internal committee based on the following criteria: Resources in the banking domain Depth of experience, nature of projects executed with similar scope Proposed Work Schedule and adherence to the timelines defined by UBI

100

Expertise in Domain

10

Project Work Plan

10

Page 78 of 299

Logical data model demonstration

Similar Integrations

Expertise on Tool

Relevance of case studies

Subject Areas covered by the model, Ease of customizing to UBIs requirements, India localization, Whether the model is a Banking industry model Has the company executed similar EDW projects Variety of source systems, nature of subject areas implemented, etc. No of resources available in India, projects executed using the tool, center of excellence / dedicated practice, IP generated Similarity with UBI, approach for problem solving etc

10

10

10

10

Page 79 of 299

Overall Technical Architecture and Integration across all solution components

Adherence to the technical and Solution functional 10 Completeness scope as defined in the RFP Availability of resources who have Resources for worked on 10 Project similar projects for Banks Experience of integrating Finacle and with Finacle Treasury and Treasury 10 Systems applications Expertise as source or target applications Strategy to Ability to interact with leverage past the experience for 10 source/target EDW application implementations developers Marks will be assigned by an internal committee based on the proposed solution architecture and how the vendor proposes to integrate all the different solution components. Metadata Capture and Standardization 10 across the proposed solution components Master data Standardization 10 across proposed components

100

Page 80 of 299

Security Considerations for the proposed solution Provision for Backup and Recovery Provision for Data Archival and historic data maintenance Integration of the overall solution components to ensure effective administration of the solution Availability of System Administration Tools Availability of Performance Monitoring tools as part of proposed solution Solution Scalability Solution Manageability Total

15

15

10

10

10 10 1400

CRM Solution Sr. No. Criteria Description Maximum Marks

Rules of Rewarding Marks

1.

Requirement - The marks will be based on the proposed solution for CRM including Operational and Analytical CRM solutions meeting the technical requirements as specified in Annexure K Solution Details/Technical

350

Page 81 of 299

2.

2.1

Specifications for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K. The final marks will be allotted only based on the Banks reference visit and demonstration of the product during the Technical Presentation. Implementation Experience SI Number of 10 marks for 5 years and consecutive years the Consortium 10 marks for every additional year Member has more than 5 years provided CRM (Max of 20 marks to be assigned) implementation services More than 5 40 References where Consortium Member has implemented Operational CRM components. 5 Clients 4 Clients 3 Clients 35 30 25

240

30

2.2

50

3 additional marks will be awarded for every implementation India (Max of 10 marks to be assigned) > 3 Clients 3 Clients 2 Clients 30 25 20 30 One Clients 15

2.3

2.4

2.5

References where SI has implemented an Operational CRM solution for a BFSI customer with number of users > 500. The references must be for in production sites only. References where SI has integrated the proposed Operational CRM solution with the proposed EDW solution References where h

More than 3 3 Clients 2 Clients One Clients More than 3

35 30 25 20 35 45 35

Page 82 of 299

SI has implemented the proposed Analytical CRM solution

3 Clients 2 Clients

20 20

3 additional marks will be awarded for every implementation India (Max of 10 marks to be assigned).

2.6

2.7

3.

3.1

Number of > 2 Clients 30 Customers under 2 Clients 25 SIs post implementation support for One Client 20 Operational CRM for the last 2 years Number of > 2 Clients 20 Customers under 2 Clients 15 SIs post implementation support for One Client 10 Analytical CRM for the last 2 years Implementation Experience PSP Number of 10 marks for 5 years consecutive years the PSP has 5 additional marks for every provided additional year more than 5 years Operational CRM (Max of 30 marks to be assigned) Solutions More than 5 30 5 Clients 4 Clients References where PSPs Operational solution has been implemented in a BFSI customer. 3 Clients 2 Clients 25 20 15 10

30

20

120

40

3.2

40

2 additional marks will be awarded for every implementation India (Max of 10 marks to be assigned). > 2 Clients 25 40

3.3

References where h d

Page 83 of 299

the proposed Analytical CRM solution has been implemented in a BFSI customer.

2 Clients

20

2 additional marks will be awarded for every implementation in India (Max of 10 marks to be assigned). 40

4.1

5.1

SI Resources Number of 31 or more 40 Implementation 26 30 30 experts & Consultants 21 - 25 20 available in India 16 20 10 with the SI having more than 2 years of experience in the proposed solution 11 - 15 5 components. Please provide breakup across the different components. Commercial Strength & viability of the SI Business Turnover Rs.551cr or more 100 of the SI for the Rs.501cr to Rs.550cr 85 last three years (Number of years Rs.451cr to Rs.500cr 70 to calculate the Rs.401cr to Rs.450cr 55 average will be Rs.351cr to Rs. 400cr 40 taken as per the actual number of Rs.300cr to Rs.350cr 25 years in business) Reference The marks will be based on the Evaluation - The feedback received from two reference sites reference sites, on implementation proposed must at adhering to time schedule, meeting a minimum comply the functional requirements and with the post implementation support in following: those Banks as specified in the

40

100

100

100

Page 84 of 299

1. At least one site should be a location where the SI is providing Support and Maintenance service 2. At least one site must be a location where the SI has implemented the Operational and Analytical CRM both. Note: The reference feedback will be evaluated and if needed, a reference visit might be undertaken for verification by UBI officials.

below mentioned matrix. Bank will request feedback through mail from these reference sites. The average of both the feedback on different parameters will be taken for technical evaluation. If one of UBIs which is given as reference site does not respond, the values for the parameters requested in the feedback will be taken as ZERO.

Implemented in time Adhering to the implementation time lines fixed by Customer

25

6.1

Implemented with permissible delay 15 Implemented with Delay Fully met Partial Minimal Excellent 5 25 15 5 25

25

6.2

Application meeting the functional requirements of the Bank Post Implementation S t

25

6.3

25

Page 85 of 299

Support

Good Satisfactory Poor Excellent Good Satisfactory Poor

20 15 10 10 7 25 3 0 100

6.4

Project Management

Presentation and evaluation by internal committee

Marks will be assigned by an internal committee based on the following criteria: Resources in the banking domain - Depth of Expertise in experience, 10 Domain nature of projects executed with similar scope Proposed Work Schedule and Project Work adherence to the 15 Plan timelines defined by UBI Demonstration of the tool and Operational and the extent of Analytical CRM coverage of the 20 Tool out-of the box Demonstration functionality provided by the tool

Page 86 of 299

No of resources available in India, projects executed using Expertise on the tool, center Tool of excellence / dedicated practice, IP generated Similarity with Relevance of UBI, approach case studies for problem solving etc Adherence to the technical Solution and functional Completeness scope as defined in the RFP Ability to leverage past Ability to experience for leverage past Operational and experience for Analytical Operational and implementations Analytical in terms of implementations analytics and customizations Total

10

15

15

15

1050

9.26. Timelines for the Project Implementation The implementation of this project is planned to be in three phases

Phase

Activity

Duration of Activity

Define and validate functional and technical 6 months requirements across the Bank Develop the Enterprise Data Model for all the verticals within the Bank

Page 87 of 299

Phase

Activity

Duration of Activity

Conduct Source System Study Sign-off from the Bank for BRD, SRS and LDM Design EDW Design and Implementation based on the design defined in Phase I Extract Data from Finacle, LAS, Credit Card, Union Parivar and Kastle and load into the EDW based on the mapping with the Data model Integration of all current downstream applications currently using Finacle data as defined in Appendix 1 List of Applications, 6 months i.e. MIS, CIBIL, ALM, AML, MFTP etc. BI environment development and integration with UBIs Intranet portal. 300 reports created with complete personalization available to allow users to modify the reports as per their individual requirements. In addition up to 100 MIS reports might need to be re-developed based on the requirements specified as part of Phase 1 EDW Design and Implementation for all other source systems not part of Phase 2 and defined in Appendix 1 List of Applications Integration of all downstream applications which have not specifically mentioned as part of Phase 1 and are defined in Appendix 1 List of Applications

II

III

9 months

Page 88 of 299

Phase

Activity

Duration of Activity

Extension of BI Environment Additional 400 reports created with facility for complete personalization available to allow users to modify the reports as per their individual requirements. Operational CRM Implementation Integration of Operational CRM with EDW Analytical CRM Implementation and Integration with EDW and Operational CRM as required Data Mining Solution and Implementation of 3 models and Integration with EDW

The vendor must propose the methodology that they propose to follow and how the structuring of the different activities within each of the 3 phases will be completed. The above phasing is a suggested phasing and the vendor can recommend another approach as per their Project Methodology. However, the Bank reserves the right to accept / reject the suggested approach.

9.27. Sizing Information for Data and Users Year 1 Data Volumes Year 2 Year 3 Year 4 Year 5 Year 6 Year 7

10.5

13.5

17.5

23

30

40

Page 89 of 299

Year 1 (TB) Total no. of Users accessing the EDW a. User Licenses Dashboar d b. User Licenses Power c. User Licenses Report Writers d. User Licenses Standard Users

Year 2

Year 3

Year 4

Year 5

Year 6

Year 7

820

1325

2525

3700

5300

6550

7050

200 400

350 625

625 1250

900 1750

1250 2500

1500 3000

1500 3000

20

50

50

50

50

50

50

200

300

600

1000

1500

2000

2500

No. of Queries per day (within the 8 business working hours. The peak load of 75% will be within 2 hours) These queries would include those fired by the downstrea m application 10000 on the 11500 Page 90 of 299

1150013000

13000 14500

1450016000

16000 20000

16000 20000

16000 20000

Year 1 Data Warehouse Query Mix % (Simple / Medium / Complex)*

Year 2

Year 3

Year 4

Year 5

Year 6

Year 7

50 / 30 / 20

30 /40 /30

30 /40 /30

30 /40 /30

30 /40 /30

30 /40 /30

30 /40 /30

No. of Concurrent Users 60

80

100

150

200

300

300

*Simple Query: Query with 1 or 2 tables join with Primary Index select condition on a base of 100,000 records with 10,000 records in the query results. At least 90% queries to complete within 5-6 Seconds with 20 concurrent submitted queries on DW Server. *Medium Query: Query with 2 to 3 table joins with interim spool file of 100,000 rows with sort & group by function and 100,000 rows in query results. At least 90% queries to complete within 150-180 Seconds with 20 concurrent submitted queries on DW Server. *Complex Query: Query with more than 3 tables joins with interim spool file of 100,000 rows with sort & group by function and query results with 100,000 rows in query results. At least 90% queries to complete within 1200-1500 Seconds with 20 concurrent submitted queries on DW Server. The different types of users are defined as under Executive User Power User Standard User The Executive Users are the top management level users, who view the reports/dashboards in order to get the picture of the overall performance of the department/ organization. The Power users are those who require the reports for further analysis and reporting The users who will be receiving published reports and not be able to modify the reports, but can do standard slicedice on the data.

Page 91 of 299

9.28. Payment Terms The terms of payment will be as follows: HARDWARE (including all required environmental software and database): The delivery and installation of all hardware required for the Phase I and II must be completed by end of Phase I. Additional hardware required for Phase III must be delivered and installed by UAT sign-off of Phase II. Hardware for Phase I and Phase II: 50% of the cost on delivery of hardware 20% of the cost on installation of hardware 20% of the cost on Phase II UAT sign off 10% of the cost after completion of warranty period (or against a Bank Guarantee for the equivalent amount and valid for the entire warranty period) Warranty starts from the date of UAT sign-off for Phase II AMC will start after completion of Warranty Hardware for Phase III (the delivery of the hardware required for Phase III should be completed by UAT sign-off of Phase II itself): 50% of the cost on delivery of hardware 20% of the cost on installation of hardware 20% of the cost on Phase III UAT Sign off 10% of the cost after completion of warranty period (or against a Bank Guarantee for the equivalent amount and valid for the entire warranty period) Warranty starts from the date of UAT sign-off for Phase III AMC starts after completion of Warranty Incremental hardware: 65% of the cost on Delivery 25% of the cost on installation

Page 92 of 299

10% of the cost after completion of warranty period (or against a Bank Guarantee for the equivalent amount and valid for the entire warranty period) Warranty starts from the date of UAT sign-off AMC starts after completion of Warranty Refresh for Incremental Hardware The Bank would like the vendor to provide incremental hardware in Year 2 and Year 4 after Phase III UAT sign-off. Vendor must provide details for the refresh policy to be adopted for the refresh of hardware in years 2 and 4. The Bank may at its discretion decide to exercise the option of either postponing or pre-purchasing the defined hardware as per their requirements within the given overall project duration.

Page 93 of 299

Milestone Reached

Payment (% of Total Cost components) 15% of the total contract value for all software

For Software(including all databases and application software) and Services Phase I Sign-off and services excluding AMC, ATS and on-site support charges 30% of the total contract value for all software Phase II completion and services excluding support charges 25% of the total contract value for all software Phase III completion and services excluding AMC, ATS and on-site support charges 1 year from the date of sign-off of Phase II 1 year from the date of sign-off of Phase III 15% of the total contract value for all software and services excluding AMC, ATS and on-site support charges 15% of the total contract value for all software and services excluding AMC, ATS and on-site support charges 90% on Delivery, installation and migration if required and 10% will be paid after 1 year is Cost of Incremental software after Phase III as defined by the requirements in completed. The delivery period for all such procurement will be 4 weeks and installation and migration if any will need to happen within a week of delivery, failing which Liquidated Damages as specified in Section 9.29 will be levied. Actual amount as per the BoM will be paid AMC yearly in arrears. The payment can be made in advance against a Bank guarantee for a single quarter only AMC, ATS and on-site

Page 94 of 299

Note: In case the ATS starts from the first day of the date of delivery, the SI will have to absorb the cost up to such time that the installation and UAT signoff (corresponding phase) on the production environment has been completed. For support services: Payment for on-site support charges will be paid quarterly in arrears General Conditions: No advance payment will be made prior to the start of the implementation. All applicable taxes and duties will be deducted at source as per applicable laws. Any penalties / liquidated damages imposed on the SI for non-performance will be deducted from the payment as deemed necessary. 9.29. Liquidated Damages If the SI fails to deliver any or all of the Service(s) / Systems or perform the Services within the time period(s) specified in the Contract / Agreement, UBI shall, without prejudice to its other rights and remedies under and in accordance with the Contract / Agreement, levy Liquidated Damages (LD) from payments due to the vendor. For calculation of LD, During Implementation: 1. The contract price for calculation of LD is TCO excluding AMC/ATS charges and on-site support charges. 2. The overall LD during implementation will be to a maximum of 10% of the contract value. 3. LD for delay in completion of the Service(s) for each week of delay beyond the scheduled completion date or part thereof, will be a sum equivalent to 0.5% of Contract price per week. In case of undue delay beyond a period of 15 days unless otherwise waived by the UBI, UBI may consider termination of the Contract. Page 95 of 299

4. In case of incremental hardware, delay in delivery will attract LD of 1% per week of the cost subject to maximum of 10% of the cost of the incremental hardware. 5. If the OEM refuses to support the Hardware/Software model supplied to Bank for the entire period of 7 years, the SI must upgrade with latest model at no additional cost to Bank. 6. Part of week will be considered as full week. 7. For the purpose of liquidated damages scheduled completion date will be taken as date of issuance of acceptance certificate / commissioning. 8. This would be in addition to any penalties levied on account of the system not meeting the defined service levels. 9. The Bank will use the hardware delivery schedule and project schedule provided by the SI as part of the RFP response for applying the Liquidity Damages clauses. 10. UBI reserves the right to recover by any other method. Bank can deduct the amount of liquidated damages from any money belonging to the SI in its hands (which includes UBIs right to claim such amount against SI's Performance Bank Guarantee) or which may become due to the SI. 11. Any such recovery or liquidated damages shall not in any way relieve the SI from any of its obligations to complete the works / service(s) or from any other obligations and liabilities under the Contract/Agreement. 12. Bank reserves the right to condone the delay, if it is not attributable to the SI. Post Implementation: 1. A penalty of Rs. 10000 shall be charged per hour for non-conformance with the Service Response and resolution Time table as specified in above point No. 8.13. 2. In case the PSP refuses to support the version used by UBI for the full 7 year period, the SI must provide the Bank with a version upgrade and implement the same at no additional cost to the Bank. Failure of doing

Page 96 of 299

the same may force the Bank to forfeit the Bank Guarantee and may terminate the contract. 3. In case the peak load on the servers is exceeded more than twice in a month even when the transactions volumes are well within the projected volumes, the SI will provide one man-month of ETL support to the Bank free of charge as penalty for exceeding the peak load. 4. In case the system is down continuously for more than 3 hours a day, an additional penalty of Rs. 10,000/- will be levied. 5. In case of multiple failures in a single day, additional penalty of Rs. 10,000/- will be levied per failure. 6. If the monthly uptime of 99% is not met, for every 1% cumulative downtime, 1% of AMC/ATS charges for one month (both for hardware and software) will be levied as penalty. 7. If the uptime goes below 90% in a particular month, no AMC/ATS charges will be paid for that month. 9.30. Resolution of Disputes All disputes and differences of any kind, whatsoever, between the SI and the Bank, arising out of or in relation to the construction, meaning, operation or effect of the Contract, shall be settled amicably by the Steering Committee. If after thirty days from the commencement of such informal negotiations, Union Bank of India and the Bidder are unable to resolve amicably a contract dispute; either party may require that the dispute be referred for resolution by formal arbitration. All questions, disputes or differences arising under and out of, or in connection with the contract, shall be referred to two Arbitrators: one Arbitrator to be nominated by the Bank and the other to be nominated by the SI. In the case of the said Arbitrators not agreeing, then the matter will be referred to an umpire to be appointed by the Arbitrators in writing before proceeding with the reference. The award of the Arbitrators, and in the event of their not agreeing, the award of the Umpire appointed by them shall be final and binding on the Page 97 of 299

parties. The arbitration and conciliation act 1996 shall apply to the arbitration proceedings and the venue for arbitration shall be at Mumbai, India. In case the SI would like to exit the project, the same shall be taken up by the Arbitration process. 9.31. Force Majeure Clause There shall be no liability or responsibility, on the part of both the Bank and the SI(s) providing the implementation services for EDW, CRM - Operational & Analytical and Data Mining, for the consequences arising out of the interruption of the business acts of God, Riots, Civil commotion, Insurrections, Wars or any other causes beyond their control or by any strikes or lock outs. Any such interruption due to Force Majeure should be informed by the SI(s) to the Bank in writing within two days of such event. 9.32. Limitation of Liability Vendors aggregate liability under the contract shall be limited to a maximum of the Contract value. This limit shall not apply to third party claims for 1) IP infringement indemnity; 2) bodily injury (including death) and damage to real property and tangible personal property caused by vendors gross negligence. For the purpose of this section, Contract value at any given point of time, means the aggregate value of the purchase orders placed by Bank on the vendor that gave rise to claim, under this tender. Vendor shall not be liable for any indirect, incidental or special damages under the agreement/ purchase order. 9.33. Response Submission Interested SI(s) are requested to submit their offers in three parts Preliminary Eligibility, Technical Offer & Indicative Commercial Offer. All the parts must be submitted at the same time giving full particulars as per the prescribed formats in separate sealed covers duly super-scribed Preliminary Eligibility for EDW and CRM Implementation, "Technical Offer for EDW and CRM Implementation Page 98 of 299

and "Indicative Commercial Offer for EDW and CRM Implementation and hand delivered at the following address: The General Manager, Department of Information Technology, Union Bank of India, Technology Centre, Adi Shankaracharya Marg, Opp. Powai Lake, Andheri - East, Mumbai 400072 The Technical offers and Indicative Commercial offers must be accompanied by RFP document fees of Rs. 25,000.00, if not already paid, and Earnest Money Deposit of Rs. 200.00 lakhs. No offers received after the specified time and date will be entertained. Offers sent through courier/post will not be considered. In case of the designated day being declared to be a public holiday, the same may be extended to next working day with same timings. The SI(s) should also submit a soft copy of their technical offer document in MS-Word 2000 and PDF formats on a CD, clearly titled Soft Copy of Technical Offer for SI for EDW along with their offers. In case of any discrepancy between the soft copy and the hard copy of the offers the hard copy would be treated as the Authorized Version. Documentary proof must be submitted for all the claims made by the SI. The Bank reserves the right to accept/reject any or all offers submitted in response to this RFP without assigning any reason whatsoever. The technical offers will be opened as per the date and time mentioned on the Page no. 1 of this document at the above address. The representatives of the SI(s) are requested to be present for the opening of the technical offers. No Page 99 of 299

separate intimation will be given in this regard to the SI(s). representative of the SI will be allowed.

Only one

10 Terms and Conditions of the Contract

No assumptions or deviations to the terms and conditions laid down in the RFP will be permitted. The response of the SI has to comply with all terms and conditions specified in the RFP. 10.1. Definitions In the Contract, the following terms shall have the following meanings and shall be interpreted accordingly: a. b. "Union Bank of India" or The Purchaser or UBI or UBI means Union Bank of India. "The Contract" means the agreement to be entered into between Union Bank of India and the Bidder as recorded in the contract form duly signed by the Parties, including all annexure, schedules, exhibits, supplements, appendices, amendments, revisions, notations and modifications thereof to provide / carry out the Services of SI, supply and implementation of customized software and as indicated / spelt out in SECTION 3 - Scope of Work. c. Bidder or SI means any person / persons / firm / company / lead member of the Consortium, etc., d. who has submitted bid to UBI and shall include its authorized representatives and successors. Project Period refers to the entire period of the project, i.e. 7 years including implementation and maintenance period. 10.2. Interpretation In this Agreement, unless otherwise specified: a. The clauses heading are purely for convenient reference(s) and do not form part of this Agreement; b. A reference to a clause number is a reference to all of its sub-clauses;

Page 100 of 299

c. A reference to a clause, sub-clause or section is a reference to a clause, sub-clause or section of this Agreement, including any amendments or modifications to the same throughout the course of this Agreement being valid; d. A word in the singular form encompasses the plural and a word in the plural form encompasses the singular; e. A word indicating a gender encompasses any other gender as well; f. A mention to a person refers to any partnership or corporate body thereof, if applicable; g. Any time period (E.g. Last 3 years) must be in relation to the date of release of the RFP, unless specified otherwise. 10.3. Conditions a. All services to be provided by the SI will be in a central location based in Mumbai only. If required, UBI may change the location with prior intimation to all concerned stake holders. b. Media must be provided for all software components including database, application and environmental software and Operating System to the Bank. c. The SIs representatives will not carry any media with them to/from Bank during project implementation. The final contract with the SI will contain non-disclosure clauses to maintain data confidentiality of the bank. d. Upon completion of the project, all data pertaining to this project shall be handed over to UBI by the SI and the same permanently erased from the SIs machines before moving out of UBIs premises. e. All decisions made by Union Bank of India with respect to the RFP will be considered as final and no claims by any SI will be entertained subsequently. f. On any issue or area of material concern in respect of the bid not specifically dealt within these Business Rules, the decision of UBI shall be final and binding on all concerned.

Page 101 of 299

g. The bidder shall not subcontract or permit anyone other than its personnel to perform any of the work, service or other performance required of the bidder under the contract without the prior written consent of UBI. h. The SI participating in the tender process should submit a certificate from Principal Solution Provider for their onsite participation till completion of the solution component implementation. The onsite participation must also cover any future need that might arise as a part of the solution implementation e.g. integration with other solution components, etc. i. The rules concerning multiple bids by SI/PSP will be as mentioned in section 9.7 Multiple Bids. j. The proposed solution must be platform independent, i.e. at a minimum support all Operating Systems used by the Bank i.e. Windows platforms, Red Hat Linux, Sun Solaris, AIX, HP Solaris and HP UNIX. k. If a third party claims that the product provided by the SI to UBI, infringes on the partys patent or copyright, the SI will defend UBI against that claim at its own expense and pay all costs, damages and attorneys fees that a court finally awards. UBI will be allowed to either use the same product or the SI will provide UBI with equivalent product functionality at no extra cost to the Bank. l. The Bank reserves the right to request the SI to provide additional documentary proof for any claims made in the proposal. m. Any customization/process developed by the SI for the purpose of the project shall be considered the property of the Bank and cannot be used by the SI without the consent of UBI. n. All scripts developed by the SI for the EDW project will be made available to the Bank in an open format with proper documentation without any restrictions on its use by UBI or any payment considerations. o. The Bank can, at its discretion terminate the contract, if the service of the SI is found to be deficient or the SI has violated any condition specified in the RFP or the subsequent contract.

Page 102 of 299

p. The SI will need to furnish a performance bank guarantee of 25% of the TCO of the project excluding AMC/ATS and on-site support charges at the start of the project valid for a period of one year after go-live of Phase 3 and it should be renewed annually for the entire duration of the project. The format for the same will be provided by the Bank to the selected SI.

Page 103 of 299

11 Appendix 1 List of Applications

Average Growth Rate of Data in Terms of Size (Monthly in MB except where specified otherwise) 50 Whether Source or Target or both from the EDW for increment al loads Target

Sr. No

Name Of The Application

Current Hardware / Software Configuratio n

Databas e Current Size (MB)

Frequenc y of Updating DB

CIBIL

OLTAS Online Tax Accounting System

EASIEST Electronic Accounting System for Excise and Service Tax

STASS Sales Tax Accounting System Software

Intel Xeon , 2 GB, 147 GB Foxpro Intel Xeon Dual Core, 2 GB RAM, 36 GB X2 SATA HDD Expandable Up to 3 More HDDs Windows 2003 SE Intel Xeon Dual Core, 2 GB RAM, 36 GB X2 SATA HDD Expandable Up to 3 More HDDs Windows 2003 SE Intel Xeon Dual Core, 2 GB RAM, 36 GB X2 SATA HDD Expandable Up to 3 More HDDs Windows 2003 SE

100

Monthly

300

Daily

100

Source

300

Daily

100

Source

150 MB New Delhi, MUMBAI 3 GB, Raipur 10 MB

Daily

150

Source

Page 104 of 299

Sr. No

Name Of The Application

Current Hardware / Software Configuratio n

Databas e Current Size (MB)

Frequenc y of Updating DB

Average Growth Rate of Data in Terms of Size (Monthly in MB except where specified otherwise)

Whether Source or Target or both from the EDW for increment al loads

Internet Banking

Database Server : 4GB RAM + Storage

40

Daily, As per transactio n in bank

5%

Source

AMLOCK (Anti Money Laundering)

1 Database Server, 1 App Server, External Storage, 5 Workstations Win 2003 Server (Hardware & Database is at SI(s) place Chennai) Windows 2003 ,Tomcat, Websphere, Oracle 9i Enterprise Risk-IB Servers 2300 MHz 64 dual Core CPU in App Server, 32 CPU in DB AIX, Finacle Win 2000 Server with 4 GB Memory 2 node cluster Kastle

90000

Daily

8000 - 10000

Target

Mpay (Mobile Payment System)

Source

LAS (Lending Automation Solution)

Source

Finacle (CBS)

7 TB

Daily

50 GB

Source

10

Kastle

30000

Online

250

Source

Page 105 of 299

Sr. No

Name Of The Application

Current Hardware / Software Configuratio n

Databas e Current Size (MB)

Frequenc y of Updating DB

Average Growth Rate of Data in Terms of Size (Monthly in MB except where specified otherwise)

Whether Source or Target or both from the EDW for increment al loads

11

ALM Software (PINNACLE) version 2.7 (Downstream application for the EDW)

IBM X 460 8way Xeon Server populated with 4 CPUs Xeon MP3.0+ GHz, 1M L2 Cache,8 MB L3 Cache. Memory- 8 GB ECC DDR2 SDRAM, Hard Disk 2 units of 73GB 15000 RPM SAS HDD, Storage IBM DS 4300 HDD 8*142GB Ultra 320 Fibre channel hot swappable Power Builder 6.0 PeopleSoft

20 GB

Fortnightl y

1000

Both

12

Union Parivar

300000

Daily

4000 - 5000

Source

13

A1-A4 Package (Finance Planning & Support serv Div-Central Accts Dept.)

HP9000 UNIX Server MF COBOL, Unix

9000

Quarterly

2500

Source

14

REVELEUS

IBM AIX 5.3 Server Oracle 10g Compaq alpha server HP unix 10000

Quarterly

4000

Both

15

CMS

Daily

50

Source

Page 106 of 299

Sr. No

Name Of The Application

Current Hardware / Software Configuratio n

Databas e Current Size (MB)

Frequenc y of Updating DB

Average Growth Rate of Data in Terms of Size (Monthly in MB except where specified otherwise)

Whether Source or Target or both from the EDW for increment al loads

16

GL/GLDE(Fina nce Planning & Support serv Div-Central Accts Dept.)

HP9000 UNIX Server MF COBOL

2000

Daily

300

Source

17

WRITE OFF (Finance Planning & Support serv Div-Central Accts Dept.)

HP9000 UNIX Server MF COBOL

1000

Yearly

200

Source

18

LMS (Lead Management System)

Intel Xeon ,4 GB, 147 GB MSSQL server 2005, Business Intelligence Studio, .NET framework 2.0 Enterprise Risk-IB Servers 2300 MHz 64 dual Core CPU in App Server, 32 CPU in DB AIX, Finacle

200

Both

19

Management Information System (MIS)

7 GB

Weekly, Monthly

5 GB

Both

20

Finacle For Foreign branches

Source

Additional applications to be integrated with the EDW Solution 21 22 23 24 DeMAT MFTP Call Center VIGL, Credit Cards Source Both Both Source

Page 107 of 299

Sr. No

Name Of The Application

Current Hardware / Software Configuratio n

Databas e Current Size (MB)

Frequenc y of Updating DB

Average Growth Rate of Data in Terms of Size (Monthly in MB except where specified otherwise) Both Source Source Source Both Both Target Source Both Source Source Source Source Source

Whether Source or Target or both from the EDW for increment al loads

25 26 27 28 29 30 31 32 33 34 35 36 37 38

Operational and Analytical CRM Application (to be implemented by the SI as part of this project) Tele-banking Wealth Management Portfolio Management Financial Inclusion-Fino Rating Assessment Management System Operations Risk Management Derivatives Data Mining Solution (to be implemented by the SI as part of this project) Bullion Trades Document Management System Channel Finance Base24 ATM Switch View Wise

Page 108 of 299

12 Appendix 2 Functional Requirements

Rural And AgriBanking Department Human Resource CFO & Support Services Transaction Banking Finance & Planning Audit & Inspection Risk Management Personal Banking And Operations

Retail Lending Division Large Corporate

Account Related Informatio n

Analysis based on Account Information of the Customer to better understand Customer Behavior. Sample Analytics are: 1. No of Accounts Opened in a given time period, 2. Trends in Monthly Account Balances, 3. Accounts Closures and Reasons for the same, 4. Movement in Accounts, 5. Cost of servicing the Account, Depletion, 6. Ticket Size, 7. Interest Rate Analysis, 8. Account Tenor, 9. Overdue and Outstanding Account Analysis, 10. Dormant Accounts, 11. Blocked Accounts, 12. Revenue from each account and maintenance costs; 13. Review and Renewal of Accounts; 14. Direct and Indirect Tax Payment Analysis 15. Loan Takeover Analysis 16. Processing Fees

Page 109 of 299

Vigilance

Sr. No.

Subject Area

Description

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

Customer Segmenta tion and Profiling

17. Employee accounts 18. Rejected Account Applications and reasons for the same 19. Agri Debt Waiver & Debt Relief Status 20. Restructuring, Re-phasing, Rescheduling of the A/Cs - The information regarding Amount, Date, Present status of a/c, Recovery and adjustment of a/cs 21 Profile of borrowers 22. Maturity profile of Loans 23. Loan Products 24. Sectoral Analysis of loans 25. Large Exposure 26. Loans in arrears 27. Related Party Lending 28. Collateral Management Using Standard OLAP and Mining techniques, perform 1. Customer Segmentation and Analytics based on Demographics such as race, age, income, caste, sub-caste, educational attainment, employment status, customer behavior, etc; 2. Geographical Analysis, 3. Customer Life Cycle Analysis, 4. Customer Preference and Behavior Analytics, etc. 5. Land Holding 6 A ti it b d l i

Page 110 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

6. Activity based analysis 7. Means of borrower 8. Agri Land Holding wise separation of Agri advances i.e. Marginal Farmers, Small Farmers and Others 9. Activity wise segmentation of Agri advances i.e. crop loan, minor irrigation, farm mechanization, horticulture plantation etc.

Product Analysis

Using Standard OLAP and Mining techniques, perform analytics on the 1. Product Profitability, 2. Product Performance vis-a-vis targets, 3. Product Pricing, 4. Product Cannibalization, 5. Product Leaders and Laggards Analysis, 6. Geographical Distribution of Products, 7. Product wise Disbursement and cumulative outstanding under the category, Sanction limit, repayment, undisbursed amount, interest rate charged 8. Product Bundling

Page 111 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

Competiti ve Analysis

Comparison with the performance of public sector unit banks, private banks, peer banks and foreign banks w.r.t 1. market share, 2. profitability, 3. Wallet sizing, 4. Potential Share, 5. Industry share, 6. growth in numbers and volumes; 7. Competitive analysis on parameters such as a. profit, b. expenses, c. advances, d. deposits; 8. Performance analysis on Domestic and International business 9. Comparison with competitors 10. Comparison with competitors in terms of customer promise relating to deliverables such as statements of account, cheque book issue, outstation credit, duplicate DD issued etc. 11. Performance of the treasury department of UBI vis--vis market in terms of profitability 12. Product Features and Charges

Page 112 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

Channel Analysis

13. Customer Segment Targeted 14. Market Reports 15. Products and Facilities offered 16. Reach of Branch Network 17. Center wise Competitive Analysis based on RBI data 1. Channel Profitability, 2. Channel Performance across the different channels available to UBI Customers vis-a-vis targets, 3. Customer Channel preferences, 4. Channel availability, 5. Channel Management reports, 6. Analysis on Opening / Closure / Relocation of Channels 7. Channel cannibalization, 8. Channel capacity and idle time, 9. Resource allocation by Channel, 10. Customer Profiles using alternate channels such as Internet Banking, Telebanking, SMS Banking, Credit cards, ATM 11. Transaction patterns 12. Inter-Branch Performance by Product Analysis, 13. Peer and non-peer Banks in the Vicinity, etc.

Page 113 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

NPA Analysis

1. Delinquency ratio branchwise, 2. Defaulters, 3. Outstanding Analysis, 4. last stock statement; 5. NPA concentration by industry segment, activity 6. geographies, 7. product, 8. top 20 (80%) NPAs; 9. NPAs by Business Class / Legal Status / Loan Class, 10. Ticket Size; 11. Outstanding NPAs; 12. New slippages and upgradations; 13. NPA movements 14. Age wise NPA 15. Quick mortality (<1, 1-2, 2-3 yrs) - No of Accounts 16. NPA under takeover (productwise/ genderwise) analysis 17. Recovery under NPA accounts 18. Quarterly list of NPA accounts with outstanding of Rs.25.00 lakhs. 19. NPA under unsecured advances - By facility

Page 114 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

6a

Restructur ed Account Analysis

Personnel /Staff Analysis

1. Account and Amount 2. Current Account status 3. Slippages 4. Movement to NPA 5. Recovery under restructured account 6. Accounts adjusted Secured vs. unsecured analysis 7. Amount Outstanding before and after re-structuring, Sacrifice 1. Contribution of Staff to Branch Performance, 2. Performance of Staff, 3. Staff Productivity, 4. Training and skill levels 5. Appraisal Report (CRs) 6. Underwriter and Loan reviewer performance analysis based on delinquency , profile of customers, sanctioned amount, products underwritten 7. Reimbursement of a. Medical Aid expenses b. Hospitalization expenses c. Leave fare expense d. Conveyance expense e. Cleaning expense f. Newspaper expense g. Entertainment expense h. School fees i. Health check up expense

Page 115 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

j. Travelling expense

Attrition analysis

1. Closure of Accounts and the reasons for the same; 2. Migration Analysis; 3. Closure by repayment/ settlement/ upgradation/ legal 4. Quick Mortality of Accounts (<1 yr, 1-2 yr,2-3 yrs)

Page 116 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

Customer Relationsh ip Optimizat ion

1. Customer grievances; 2. Cost of servicing the Customer, 3. SLAs for Customer Request Resolution, 4. Customer Requests Analysis, 5. Customer Interactions by individual Channel, 6. Customer Profitability, 7. no. of customers having ATMs cards, 8. e-banking, SMS, Mobile, Prepaid Cards, RTGS, ECS 9. Demat facility, 10. credit cards; 11. Top 20 (80%) relationships by value (total earnings); 12. Total Wallet share ; 13. Number of Products and Accounts; 14. Total value of relationship; 15. Repeat orders for individual customers etc.; 16. Extent of adoption of Insurance coverage features under products offered by UBI 17. Details of Personal Accident Insurance cover for UGC holders i.e. Premium paid, Validity etc.

Page 117 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

10

Campaign s, Crosssell, and Up-Sell

1. Campaign Analysis, 2. Acquisition Cost, 3. Product Positioning, 4. lead management; 5. Location-wise analysis; 6. Analysis of cross-sell and upsell by Geography / Channel / Customer Profiles /Customer Segments, etc. 7. Captive Client Analysis for Government Business to crosssell Tax services 8. Cross-sell opportunity to Customers paying Direct and Indirect Tax 9. Amount Sanctioned, No of Accounts sourced, amount disbursed under the campaign

Page 118 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

11

Interest Income analysis

1. Interest income on Advances 2. Interest income on Investments 3. Other interest income; 4. Interest paid on deposits 5. Other interest paid 6. Non interest income - Vertical wise 7. Value of Relationship based on Interest Income; 8. Product Pricing based on Loss / write off 9. Margin Analysis for Risk Premium 10. Commission Income Analysis 11. % of return and Advances Available (Comparative Interest Rate Analysis) 12. Interest Income earned vis-avis targets set) 13. Yield on Income 14. Int. on Agril Advances, Processing fees 15. Sundry Deposits and Suspense Accounts 16. Retail and Non-Retail income for computation of segment reporting 17. Premature withdrawal of deposits 18. Pre payment of loans

Page 119 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

12

Risk Adjusted Return on Capital (RAROC)

Return on risk weighted capital allocated for individual accounts. Fund and Non-Fund based Unavailed Limits Expected Loss Cost of Funds Transaction Cost 1. MCMR Monthly credit Monitoring Report from branches covering overdue positions, 2. status of documentations, date of document and expiry date 3. security creation, 4. turnover in accounts etc. 5. Amount sanctioned vs. Amount Disbursed vs. Amount Repaid 6. Overdue Position - Amount - Time 7. Account Status from last renewal and reason of renewal (Avl from LAS) 8. Unserviced Interest since date 9. No of days in excess in a month 10. Max amount of excess given 11. Stock Audit

13

Monitorin g the Credit Status

Page 120 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

12. Last Date of Inspection 13. Date of Credit Process Audit

14

Liquidity Managem ent

15

Trend Analysis

Periodic (Daily/Monthly) cash inflow and outflow based on disbursals, repayments Liquidity analysis 1. Segment-wise movement of advances and deposits 2. Segment wise trend analysis based on previous performance 3. Sales / Product analysis based on previous year volume 4. Geographical Segmentwise performance analysis 5. Industry Comparison using CRISIL and CMIE data 6. Premature closure of short

Page 121 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

term loans 7. Age wise distribution of short term loans 8. Trigger for renewal of facilities in next 3 months by organisational hierarchy

16

Portfolio Analysis

17

Deposit / Credit Movement Concessio ns in recovery

1. Key ratios on the basis of advances, deposits, assets and liabilities 2. CD Ratios - Advances and deposits 3. New borrowal accounts sanctioned under CR 6 to CR 8 4. Unsecured advances and guarantees - Short Term loans repayable within 6 months, exposure and interest rate 5. Credit growth, fresh disburser and date(CC, OD, Demand Loan, TL, etc) Growth in large deposits (corporate / retail), position of renewal of loan facilities sanctioned at various levels (RO, FGMO, CO). Formula based analysis

18

Page 122 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

19

Exposure Analysis

1. Exposure to sensitive sectors on weekly basis 2. Banks exposure to sensitive sectors vis--vis exposure norms stipulated as per the loan policy 3. Exposure Concentration by Industry, promoter, group ,sector, geography Capital Markets, Top Exposures (Fund and Non-Fund) 4. Section 92 - Compliance with RBI norms, exposure should be less than 30 % of Company's paidup capital 5. Section 10 - Compliance with RBI norms, exposure to NBFCs should be less than 10% of Bank's paid up capital 6. Compliance with RBI norms, exposure to single scheme of VC fund should be less than 10% of corpus) 7. NBFC, BSR - commercial, real estate by limits 8. Total exposure (Corp + Treasury) 9. Secured vs. non-secured exposure 10. Collateral (Bank's share) coverage analysis 11. Single Party Exposure

Page 123 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

20

Preproposal TAT & Conversio n ratios

21

Branch Analysis

1. Monitoring the Turnaround time for processing the proposal within prescribed time frame, conversion ratio of proposals sanctioned at all levels (RO, FGMO, CO) 2. Turnaround Time for processing of loan proposals, coordination with outsourced agencies for verification and processing of data 3. Turnaround time from sanction to disbursal 1. Current deposits in business banking branches 2. Period on period growth on deposits, 3. business banking branch profitability, 4. new connections, business acquisition report, 5. NPA position, 6. Branch wise customer issuing cheque for: a. Investment in mutual funds, Insurance companies both life and non-life, real estate, vehicles, etc. 7. Branch performance vis-a-vis target

Page 124 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

22

Overdue accounts

23

Letter of Guarantee

24

Letter of Credit

25

Channel Finance

1. Age-wise and amount-wise analysis of accounts due 2. Stock statements 3. Renewal 1. Sector wise demand analysis 2. Trends for Invocation of Guarantees 3. Status of Devolvement 4. Status of Repayment after devolvement 1. Commodity wise import/export Devolvement of Letters of Credit by customer, product 2. Trends for Invocation of LC 3. Status of Devolvement 4. Status of Repayment after devolvement 1. SI/Supplier/Dealer Finance, Sector wise Bill Discounts Channel Finance Portfolio and Revenue 2. Trends for Overdues 3. Agewise Analysis

Page 125 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

26

Correspon dent Banking

27

Merchant Banking

1. Segment wise exposure 2. Region-wise volume and value of cash management business with different correspondent banks 3. Percentage of fees paid as commission by different correspondent banks 4. Customer profitability 5. Geographical analysis 6. Industry size information of market of cash management services Product information 7. Extent of spread of Correspondent Banking channels 8. Business Volumes to and from Correspondent Banks / Business Correspondents like FINO 1. Issue management 2. Bankers to issue 3. Interest / Dividend payment 4. Bank underwriter 5. Trend Analysis of Funds payout by day (1st day requirements, 2nd day requirements, etc.) of the issue based on the channel of payments such as RTGS / NEFT / ECS etc. 6. Post issue analysis of total funds paid out

Page 126 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

28

Currency Chest

29

Alternate Channels

1. Cash Balances Maintained at Currency Chest 2. Total holdings 3. Currency chest holdings as multiples of total holdings and balances held at Branches under the particular Currency Chest 3. Quality of cash counterfeit notes etc. 4. Total Volumes and Fee Income generated by selling currency bundles to other Banks 5. Vault and Bin Analysis 6. Sorted and Unsorted Note Analysis 7. Monitoring of Debit and Credit by Branches into Currency Chest 8. Analysis on ATM Fit / Soiled / RE-circulation Notes 9. Currency Movement Forecast 1. % of transaction from different alternate channels 2. Rollout of ATM network; Area Profiling for setting up new ATMs 3. TAT for delivery of ATM, ebanking kits Launch of POS terminals

Page 127 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

30

Governme nt Business

31

Pension Account Details

1. Revenue Collection Analysis for Government Business 2. Non-Fee Based Government Business Analysis 3. Average Business (Deposits) 4. Amount of Tax collected 5. Total Revenues 6. Segmentation of Customers 7. Period-wise growth of fee income from government business 8. Profitability 9. NRE GS Analysis 10. Resources Mobilized 1. Information on money transacted to pension accounts 2. Incremental growth in pensioners account 3. Shortfalls in growth of pension accounts 4. Product portfolio analysis of Pensioner; Bank Guarantees invoked by customer, beneficiary POS wise analysis of turnover and revenue generated 1. Analysis on advances for preshipment and post-shipment, Overdue report X X

32

33

34

Bank Guarantee s POS (Point of Sale) usage Analysis on Advances

Page 128 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

and Deposits 35 36 Compariso n analysis Tracking of Audit Rating

2. Average Advances and Average Deposits On the basis of statutory & basic reports, the comparison analysis is done 1. Movement of Audit Ratings to check performance 1. Carry out risk assessment of business units and assign risk rating for the sake of Risk Based Audit 2. Internal rating calculations for investment instruments, customers, counterparty banks Rating Distribution, etc. 3. Data as per Risk Profile Template 1. Review of concurrent audit reports and matching the findings with internal audit reports 2. No of special reports submitted and closed 3. No of Flash reports submitted and closed 4. No of CORs submitted for Regular/ Concurrent/ Statutory /RBI audits Key ratios on the basis of advances, deposits, assets and X X

37

Risk profile of business units

38

Managem ent of concurren t audit

39

Ratio Analysis

Page 129 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

liabilities 40 NPV analysis Cash Flow Analysis Forecast analysis Cost Analysis Share prices of the Bank Analysis of Fixed Assets Coordinati on with external support agencies Cash recovery analysis Increase or decrease in NPV 1. Analysis on inflow and outflow of cash 2. Idle Cash Analysis Doorstep Banking Analysis for High Value Customers Forecasting the Cash Flows Analysis of various components of costs (e.g. wages, overheads etc.) as percentage of total cost and benchmark these against competition Movements of share prices and transactions volumes during the financial year, EPS, P/E ratio etc. Detailed Analysis of Fixed Assets and Replacement costs Details of solicitors with whom the various legal cases of the Bank are filed or pending; and fees paid to them, no. of decreed accounts, effectiveness of enforcement agencies Under Settlement (OTS) Analysis and Other than OTS Recovery Analysis for Towards Running X X

41

42

43

44

45

46

47

Page 130 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

48

Duration analysis

49

Account Recovery analysis

Ledger , towards Prudential Write-Off (PWO) and towards Dummy Ledger; 1. Time taken to act on the NPA, based on total amount outstanding Duration 2. Period based analysis for Treasury Products - Duration of Investment Portfolio 3. Duration analysis for all assets and Liabilities 4. Repricing date for all assets and liabilities 1. On the basis of account written off, recovery performance; number of cases from which recovery has been possible 2. the total amount recovered; 3. the number of compromise proposals received; 4. the amount collected through the compromise proposals; 5. the number of notices given in a period;

Page 131 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

50

Case Analysis (Legal services division

51

Pendency Analysis Legal cases lost by the Bank

52

1. Advocate wise no. of cases, 2. branch wise cases, 3. Age/period of filing the cases registered, 4. amount-wise claim, 5. date of decree/ judgment, 6. closure of litigation, 7. No. of Cases in Civil and Tribunal courts 8. No. of Cases raised through Consumer forum 9. No. of Cases under the Bank Ombudsman 10. No. of Cases against the Bank in the Civil court 11. Disciplinary cases Age-wise classification of suits pending and corresponding values thereof Legal cases lost by the Bank and the reasons thereof., with the objective of strengthening the processes of the Bank

Page 132 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

53

Employee Analysis

54

Regionwise stafftraining Labor Issues

55

1. Analysis on staff/employee based on age, experience, grade/designation, location, education, gender, caste, no. of years of service, etc.; 2. Analysis based on region-wise or department-wise number of resources available; 3. Analysis based on performance; (station/ location wise data is required) 4. Analysis on Assets and Liabilities of Staff 5. Analysis on Travel Details 6. Quarterly - List of staff accounts in which the credit turnover is more than Rs. 50,000/- p/m. 7. Annual - List of staff who visits foreign countries during the calendar year as per every December. Region-wise analysis on staff trainings conducted based on the attendance, ratings, feedback etc. Based on information available on labor issues and union affiliations and solution for the same is analyzed and settled

Page 133 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

56

Gradewise allocation of Benefits

57

58

Employee churn and satisfactio n Import/Ex port / Remittanc es Analysis Profitabili ty Analysis

1. Benefits on college fee ward off, benefits to dependents 2. Reimbursement, 3. hospitalization, health schemes, medical 4. holiday home occupancy, perks like quarters, car etc 5. festive advance, scholarships 6. LFC, Canteen subsidy etc. 1. Profile of employees leaving the Bank for new opportunities; 2. grievance analysis for employees. On the basis of commodity, branch wise, region-wise, sectorwise and Branch category wise. 1. Profitability on the basis of customer, market, correspondent banking, revenue share; 2. industry/ sector 1. Analysis on the average ticket size of single transaction approved to be processed through merchant account ; 2. Performance of loans based on ticket size Fee based income analysis such as exchange transactions,

59

60

Ticket Size Fee Income

61

Page 134 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

analysis Originatio n of Remittanc es

commission, brokerage etc. Analysis based of origination of remittances based on account reconciliation, positive payment service, visa corporate credit cards, wire transfer services, reasons for remittances 1. Services charges paid to corresponding banks for nostro accounts of the Bank; 2. effective management of nostro accounts in terms of reports from corresponding banks and ensuring good value Turnover and revenue from vostro accounts maintained by the Bank Turnover and revenue from miscellaneous services such as remittances (including Travelers Cheques, Demand Drafts etc.) Product wise defaulters analysis Monthly, Annual overall performance analysis for total disbursement and cumulative outstanding for Retail Lending Analysis on current bank customers having accounts or taken loan from other banks X X

62

64

Nostro accounts

65

Vostro accounts Ancillary services Defaulters analysis Performan ce analysis Loan Products

66 67 68

X X X X

69

Page 135 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

70

71

Repayment related analysis Portfolio performan ce based on customer profiles

Analysis on loans re-payment, application cycle, interest to be charged, class of customers under re-payment category Conduct of loan portfolio (in terms of prompt servicing, delinquency) for customer segments-geography, demography, profession-wise 1. Management of the credit risks and calculation of capital charge for credit risks based on risk weighted assets as per Standardized Approach 2. PD , EAD and LGD on a yearly basis for advanced approach 3. Amount under maturity for each facility 4. Credit Rating Movement 5. Stress Testing 6. Effective maturity in each credit facility 1. Managing the operational risks and calculation of capital charge for operational risk; 2. Stress testing analysis 3. Identification of loss arising from failures of people, processes, and systems in order to identify control failures and strengthen these accordingly

72

Credit Risks Analysis

73

Operation al Risks

Page 136 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

4. No. of Transactions by Computer Terminal

74

Asset Liability Managem ent

1. Analysis based on regulatory reporting of asset & liability matching for Gap analysis on the basis of liquidity and interest rate sensitivity; 2. Analysis to examine the sensitivity of the market value, changes in the interest rates and suggesting alternative methods ; 3. Analysis on the possible future events by considering the possible outcomes. This analysis helps the Bank in improving the decision making by considering various outcomes and their implications; Value at Risk analysis on specific portfolio of financial assets, specified probability and specified time horizon 4. Product Pricing 5. Behavioural data on non maturing assets and liabilities

Page 137 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

75

Market Risks

76

ICAAP, Raroc analysis Credit default for retail assets, in coordinati on with retail lending departme

1. Management of Market risks and calculation of capital charge for market risks; 2. Calculation of Market Risk for arriving at capital charge for market risk as per RBI and the Banks internal guidelines Residual maturity bucketing/ Time bucket based apportioning of marketing risks 3. Geography and Counterparty Risk 4. Credit Rating Movement Migration of Risks 5. Impact of change in Interest Rate on product and portfolio 1. Analysis on ICAAP (Internal capital Adequacy Assessment Process) and Risk Adjusted Return on Capital analysis for measuring financial performance. 2. Stress testing/ RAROC analysis Identification of various defaults in case of retail assets and the various dimensions of such assets e.g. ticket size, customer class (to be segregated on the basis of dimensions such as income, profession, age, location etc.)

77

Page 138 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

nt

78

79

80

Enterprise Risk Managem ent Risk Based Profiling of Business Units and Branches Yield of SME Portfolio Growth in SME Credit Increment al Business/ Revenue from Special Cluster

81

Overall risk profile of the organization as assessed from the various risk dimensions of the Bank Risk profile of individual business units based on parameters such as business volume and value, nature of business (e.g. large corporate or retail), key audit findings etc. Total revenue earned from SME accounts (Interest and Other Income) 1. Period on period growth of SME credit portfolio, position of renewal of loan facilities sanctioned at various levels (RO, FGMO, CO). 2. Growth in SARAL / SME Branches Cluster-wise growth of business and profit over defined periods, trend analysis based on business generated during previous quarters/ months of business forecast

82

Page 139 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

schemes

83 84 85

Net worth analysis Market Analysis Trading performan ce Portfolio Valuation, instrumen t profitabili ty

Net worth analysis of borrowers, partners, Directors, proprietor etc. Analysis on Debt, equity, forex and liquidity markets Performance of trading based on pre-defined parameters 1. Risks and returns and capital from the diverse investments, 2. Profitability of the individual instruments, 3. price variation per basis point, 4. balance sheet schedule 5. Portfolio Composition - Held to Maturity (HTM), Held for Trading (HFT), Available for Sale (AFS) Report on CRR and SLR maintenance Value at Risk analysis on specific portfolio of financial assets, specified probability and specified time horizon Analysis on evaluating fair value changes in a derivative that are not perfectly correlated with the fair value or variable cash flow

X X X X X

86

87 88

CRR, SLR VaR analysis Hedge Effectiven ess

X X X

89

Page 140 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

changes of the hedged item reported in current earnings 1. Analysis to pricing of contributions (assets, tangible, intangible, services and funds), the typical market mechanisms that establish prices for transactions with the organization, cross border transactions, third parties etc. ; 2. Analysis of cost of funds for arriving at Transfer Prices for raising deposits, and making advances 1. Analysis on future interest rate change and economic activity. 2. Yield on investment analysis 3. Average outstanding 4. Interest Income Analysis based on the cost of borrowing and lending activities of the bank 1. Analysis of frauds depending on their nature (e.g. conversion, misappropriation of cash etc.)this can be done in coordination with the operational risk department; 2. Analysis of complaints

90

Transfer price between the trading desks

91

Yield analysis Borrowing and lending analysis

92

93

Fraud Analysis

Page 141 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

received based on their nature, geographies, and specific person against whom compliant has been made, if any. 1. Gross income by business line 2. Volume 3. Yield 4. Profitability as per Basel II requirements 1. Position of gold; 2. statement of stock of gold consignments 3. Turnover 4. Profitability 5. Interest on Gold Loan 1. Profile of customers carrying out transactions in excess of INR 10 lakhs

94

Line of Business Analysis

95

Gold Position Analysis Transactio n Analysis Interest Rate Futures Currency Derivative s

96 97

X X X

98

1. MTM loss to customers 2. Swap Books 3. MTM of swap values date matching 4. Currency for underlying forward rate agreement 5. Holding Period of security

99

Dealerwis e profitabili

Page 142 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

100 101 102

profitabili ty Analysis Amortizat ion of Securities Revenue Leakage Interest Expense Monthly Profitabili ty Branch Performan ce BSR Reports Salary Details Terminal Pay Incentives Concessio n Analysis

X Outstanding / Recoveries / Waived 1. Interest on Deposit 2. Operating Expenses 1. Cost of Deposit 2. Fluctuations 3. Interest Provisions for Advances and Deposits 4. Yield on Advances 1. Branch Performance against Regional Performance by Advances and Deposits BSR Reports 1-7 Promotions, Increments, loss of pay, demotions, punishments PF, Gratuity, Leave encashments, arrears Performance based incentives 1. Concession in Applicable rate 2. Waiver of fees X X X X X

103

104 105 106 107 108 109

X X

X X

X X X X X

Page 143 of 299

Vigilance

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

Rural And AgriBanking Department Human Resource

CFO & Support Services Transaction Banking

110

Outsource d Activities

111 112

Complaint s Penalties/ Damages / Fines FTP Ability to maintain RBI required data fields to generate XBRL instance document s

113

1. Details of outsourced activity 2. Details of service provider 3. Reason/ Justification for outsourcing 4. Approval authority 5. Complaints against SP 6. Breach of contract/ privacy by SP 1. Nature/ detail of complaints 2. Amount involved 1. Delegated authority for approval 2. Reason for the penalty / fine/ damage 1. Account level data on all assets and liabilities 2. Repricing pattern wise 3. Maturity wise

X X

114

RBI Returns

Page 144 of 299

Vigilance X

Sr. No.

Subject Area

Description

Finance & Planning

Audit & Inspection

Risk Management

Personal Banking And Operations

Retail Lending Division Large Corporate

International Business Treasury

CRLD

SME

13 Annexure A Covering Letter

Format of letter to the Bank on the SIs letterhead Union Bank of India Technology Centre, 4th Floor, Department of Information Technology, Shri Adi Shankaracharya Marg, Opp. Powai Lake, Powai, Mumbai 400 072 Dear Sir, Subject: Response to RFP for implementation of EDW/BI and CRM Solution 1. With reference to the RFP, having examined and understood the instructions, terms and conditions forming part of the RFP, we hereby enclose our offer for the implementation of EDW/BI and CRM Solution covering all the business areas of the bank. 2. We acknowledge having received the following addenda to the bid document: Addendum No. Dated

Page 145 of 299

3.

We agree and undertake that if our proposal is accepted, we shall provide the services comprised in the contract within the timeframe specified, starting from the date of receipt of notification of award from Union Bank of India.

4.

We understand that the Bank is not bound to accept the offer and that the Bank has the right to reject the offer without assigning any reasons whatsoever.

5.

If the software, hardware, licenses sizing provided falls short of the projected growth rate for the duration of the project as mentioned in the RFP, we will provide the additional required software, hardware, licenses, etc free of cost to the Bank and will also pay a penalty of 1% of the total cost of the additional software, hardware, license, etc to the Bank at every instance of under sizing.

6.

We confirm that the offer is in conformity with the terms and conditions as mentioned in RFP and it shall remain valid for 1 year from the last date of the acceptance of this bid.

7.

The details of the Bid Cost / EMD are as follows: Particulars Bid Cost EMD DD No. / BG No. Issuing Bank Amount

Yours Faithfully,

Authorized Signatories (Name & Designation, Seal of the firm)

Page 146 of 299

14 Annexure B SI/PSP Profile

Sr. No. 1) 2) Description Name of the Company/Organization Constitution (Individual / SoleProprietorship/ Partnership/ Private Ltd/ Public Ltd/ Trust/ Government owned) Date of Incorporation / Year of commencing operation Corporate Office Address Mumbai Office Address Name of Contact Person Phone Number of Contact Person Mobile Number of Contact Person Fax Number Email Address Names and Addresses of Directors/ Promoters Details of Organizational Structure Turnover for the year 2007-2008 (Rs. Crores) Profit of the year 2007-2008 (Rs. Crores) Turnover of the year 2008-2009 (Rs. Crores) Profit of the year 2008-2009 (Rs. Crores) Turnover of the year 2009-2010 (Rs. Crores) Profit of the year 2009-2010 (Rs. Crores) Details Document attached as proof

3) 4) 5) 6) 7) 8) 9) 10) 11) 12) 13) 14) 15) 16) 17) 18)

Page 147 of 299

15 Annexure C Documents for Eligibility Criteria

Documents that are submitted as supporting documentary proof for the Eligibility Criteria will be considered final. Any subsequent documents submitted will not be accepted by UBI or considered for the eligibility criteria. Also, the SI/Consortium Member cannot submit any new references which were not a part of the original RFP in response to any clarifications sought by the Bank. If the SI/Consortium Member is submitting a case study as documentary evidence, only published, named case studies will be accepted which clearly state the scope of the project, name of the tool(s) used, name of the customer and role of the SI/Consortium Member. The documentary proof submitted as reference by the SI/Consortium Member should clearly state the scope of the project, name of the tool(s) used, name of the customer and role of the SI. None of the references provided should be of a project where the project was outsourced to the SI/Consortium Member by a 3rd party SI. None of the references provided should be of a project where the SI/Consortium Member has only provided Resource Augmentation All the documents submitted as documentary evidence for the Eligibility Criteria should be in English. Documents which are not in English should be duly translated and authenticated by an authorized entity and submitted. Documents submitted as documentary evidence for the Eligibility Criteria shouldnt contradict the findings of the Technical Evaluation or Reference Site visit.

* The SI has to provide documentary proof for the actual capacity of the tool. Documentation for the rated capacity will not be accepted.

Page 148 of 299

*All data volumes/users must be on the production environment only. *All data volumes mentioned pertain to the current environment as on the date of the release of the RFP.
Sr. No. Eligibility Criteria Documents Requested SI / Consortiu m Member/ PSP Requeste d From Details Ref Page No. Remarks Document Provided by SI / Consortium Member/ PSP

TheSIandallmembersofthe consortiummustbecompanies incorporatedinIndiaandoperating forthepast5years TheSImusthaveminimumglobal annualturnoverofRs.300.00 Croresforeachofthelastthree(3) auditedfinancialstatements.TheSI shouldhavebeeninnetprofitsin eachofthose3years.

Letterof Incorporation

SI

Certified/ Audited P & L and Balance Sheets for last 3 years as on date of release of the RFP.

SI

Year1

Year2 Year3

(Please attach P&L statements and Balance Sheets signed by the auditor for each year)

SI/ConsortiumMembermusthave beeninbusinessofSoftware Implementationasperthefollowing criteria: 1.EnterpriseDataWarehouse S l i (i l di ETL d BI

Letter awarding contract/ memo/ copiesof i i

SI/ Consortiu m Member

Reference1 Customer Name

(Addmore referencesas required)

Page 149 of 299

Sr. No.

Eligibility Criteria

Documents Requested

SI / Consortiu m Member/ PSP Requeste d From

Details

Ref Page No.

Remarks

Document Provided by SI / Consortium Member/ PSP

Solutions(includingETLandBI Tool) Last3yearsOnlySI 2.CRMSolutions Last3years SI/CM 3.DataQualitySolutions Last 3yearsSI/CM 4.DataMiningSolutions Last 3yearsOnlySI Foreachoftheabove,thedates mustbecalculatedasofthedateof releaseoftheRFPdocument. SI/ConsortiumMembermusthave supportedanEDWsolutionforat leastonecustomerforatleasttwo outofthelastthreeyearsasofthe dateofreleaseoftheRFP document.

invoiceto provethe experience

Dateof Documentar yEvidence BriefScope

Pleasehighlight thescopein thedocuments

Letter awarding contract/ memo/ copiesof invoiceto provethe experience

SI/CM

Reference1 Customer Name Dateof Documentar yEvidence BriefScope

(Addmore referencesas required)

Pleasehighlight thescopein thedocuments

StartDate ofSupport

Page 150 of 299

Sr. No.

Eligibility Criteria

Documents Requested

SI / Consortiu m Member/ PSP Requeste d From

Details

Ref Page No.

Remarks

Document Provided by SI / Consortium Member/ PSP

EndDateof Support Reference1 Customer Name Dateof Documentar yEvidence BriefScope

TheSImusthaveimplementedthe proposedEDWsolutionand proposedETLsolutionforatleast2 largecustomers(Annualturnover greaterthanRs.300croresfornon bankingorganizationsandBusiness MixofRs.1Lakhcroresforbanks) inanyofthelastthreefinancial years.Forboththereferences,the ETLsolutionmusthaveextracted datafromatleast5Sourcesystems oneofwhichmustbea transactionalsystem.Thesystems shouldbeclearlymentioned. TheSI/ConsortiumMembermust haveimplementedtheproposed DataQualitysolution

Letter awarding contract/ memo/ copiesof invoiceto provethe experience

SI

(Addmore referencesas required)

Pleasehighlight thescopein thedocuments

Letter awarding contract/ memo/ copiesof invoiceto provethe experience

SI/ Consortiu m Member

Reference1 Customer Name Dateof Documentar yEvidence

(Addmore referencesas required)

Pleasehighlight thescopein thedocuments

Page 151 of 299

Sr. No.

Eligibility Criteria

Documents Requested

SI / Consortiu m Member/ PSP Requeste d From

Details

Ref Page No.

Remarks

Document Provided by SI / Consortium Member/ PSP

TheSImusthaveimplementedthe proposedBIsolution.

experience Letter awarding contract/ memo/ copiesof invoiceto provethe experience

SI

BriefScope Reference1 Customer Name Dateof Documentar yEvidence BriefScope

(Addmore referencesas required)

Pleasehighlight thescopein thedocuments (Addmore referencesas required)

Letter awarding contract/ memo/ copiesof invoiceto provethe experience The SI / Consortium Member must Letter have implemented an Operational awarding CRM solution for at least 2 large contract/ memo/ customers (Annual turnover greater

TheSImusthaveimplementedthe proposedDataMining

SI

Reference1 Customer Name Dateof Documentar yEvidence BriefScope

Pleasehighlight thescopein thedocuments (Addmore referencesas required)

SI/ Consortiu m Member

Reference1 Customer Name

Page 152 of 299

Sr. No.

Eligibility Criteria

Documents Requested

SI / Consortiu m Member/ PSP Requeste d From

Details

Ref Page No.

Remarks

Document Provided by SI / Consortium Member/ PSP

customers(Annualturnovergreater thanRs.300croresfornonbanking organizations and Business Mix of Rs.1Lakhcroresforbanks).Atleast one of the references must have customer records of 1 million and above and 1 reference must be provided where there are a minimum of 300 users of the solution. TheSI/ConsortiumMembermust haveimplementedtheproposed AnalyticalCRMsolution. 10

memo/ copiesof invoiceto provethe experience

Member

Dateof Documentar yEvidence BriefScope

Pleasehighlight thescopein thedocuments

Letter awarding contract/ memo/ copiesof invoiceto provethe experience

SI/ Consortiu m Member

Reference1 Customer Name Dateof Documentar yEvidence BriefScope

(Addmore referencesas required)

Pleasehighlight thescopein thedocuments

11

Letter TheSImusthaveimplementedan awarding EnterpriseDataWarehousing projectofthesizeof5TBandabove contract/ th d l ti f t /

SI/ Consortiu m M b

Reference1 Customer Name

(Addmore referencesas required)

Page 153 of 299

Sr. No.

Eligibility Criteria

Documents Requested

SI / Consortiu m Member/ PSP Requeste d From

Details

Ref Page No.

Remarks

Document Provided by SI / Consortium Member/ PSP

ontheproposedsolutionforat leasttwocustomers,oneofwhich mustbefromtheBFSIsector.(The size5TBmentionedaboveshould bethesizeofrawdata). TheSIandallConsortiumMembers shouldhaveasupportcentrein India. 12

memo/ copiesof invoiceto provethe experience Declaration withaddress ofthesupport centeron companys letterhead withseal/ Selfsigned affidavit Declaration oncompanys letterhead withseal/ Selfsigned affidavit

Member

Dateof Documentar yEvidence Data Volume

Pleasehighlight thescopein thedocuments

SI/ Consortiu m Member

13

TheSIandallConsortiumMembers shouldprovideaselfdeclaration statingthatthevendorhasnot beenblacklistedbyGovernmentof IndiaoranyPublicSector UndertakingoftheGovernmentof India.

SI/ Consortiu m Member

1 ThePSPshouldbeanincorporated Letterof companyinIndiaforthelast3years Incorporation asofthedateofreleaseoftheRFP. AllPSP

Page 154 of 299

Sr. No.

Eligibility Criteria

Documents Requested

SI / Consortiu m Member/ PSP Requeste d From

Details

Ref Page No.

Remarks

Document Provided by SI / Consortium Member/ PSP

ThePSPshouldhaveanannual globalturnoverofRs.300.00Crores foreachofthelastthree(3)audited financialstatements,ThePSP shouldhavebeeninnetprofitsin eachofthose3years.

Certified/ Audited P & L and Balance Sheets for last 3 years.

AllPSP

Year1

Year2 Year3

(Please attach P&L statements and Balance Sheets signed by the auditor for each year)

ReferenceofatleastthreeBFSI customers,atleastoneofwhich mustbeforanIndiancustomer wheretheproposedsolutioni.e. EDWontheproposedhardware platform,wereimplementedbased onthefollowingcriteriaRawData sizeisatleast5TBandnumberof usersoftheDatawarehouseare morethan100

Letter awarding contract/ memo/ copiesof invoiceto provethe experience

EDWPSP

Reference1 Customer Name Dateof Documentar yEvidence BriefScope

(Addmore referencesas required)

Pleasehighlight thescopein thedocuments

Page 155 of 299

Sr. No.

Eligibility Criteria

Documents Requested

SI / Consortiu m Member/ PSP Requeste d From

Details

Ref Page No.

Remarks

Document Provided by SI / Consortium Member/ PSP

Referenceofatleasttwocustomers atleastoneofwhichmustbeforan Indiancustomerwherethe proposedOperationalCRMsolution wasimplementedbasedonthe followingcriteria:No.ofCustomers mustbegreaterthan1millionand numberofusersoftheCRM applicationareatleast300.

Letter awarding contract/ memo/ copiesof invoiceto provethe experience

CRMPSP

Reference1 Customer Name

(Addmore referencesas required)

Dateof Documentar yEvidence

Pleasehighlight thescopein thedocuments

BriefScope

Theproposedsolutionmustbe implementedinatleastone customerforeachofthefollowing components a.ProposedDataMiningSolution b.ProposedAnalyticalCRMSolution

Letter awarding contract/ memo/ copiesof invoiceto provethe experience

Reference1 Customer Name Dateof Documentar yEvidence BriefScope

(Addmore referencesas required) Pleasehighlight thescopein thedocuments

PSP

Page 156 of 299

Sr. No.

Eligibility Criteria

Documents Requested

SI / Consortiu m Member/ PSP Requeste d From

Details

Ref Page No.

Remarks

Document Provided by SI / Consortium Member/ PSP

AlltheabovegivenPSPpartners Declaration AllPSP musthaveasupportcenterinIndia. oncompanys letterhead withseal/ Selfsigned affidavit AllthePSPmustprovideaself declarationstatingthatthevendor hasnotbeenblacklistedby GovernmentofIndiaoranyPublic SectorUndertakingofthe GovernmentofIndia. Declaration AllPSP oncompanys letterhead withseal/ Selfsigned affidavit

Page 157 of 299

16 Annexure D References
16.1. Reference Details All references that are submitted must be necessarily where the vendor has been awarded the contract at least a year prior to the 31st Jan, 2011. Please provide references details in the format defined below: Particulars Name of the Organization Country of Operation Whether a bank or a financial institution Address of the Organization Annual Turnover of the Organization for the Financial Year 2009- 2010 Date of commencement of Project Date of completion of Project Scope of Work for Solution Component: EDW/ BI, Operational and Analytical CRM Scope of the project, role of the company; whether end-to-end or for a particular module Number and Names of subject areas / lines of Business, Number and type of source systems covered. Deliverables submitted Number of concurrent users and Response

Page 158 of 299

Particulars the geographical spread of the implementation Average Team size for the entire project (Please mention the names and roles of all the other third parties involved in case of consortium) Person-months effort and calendar-time of completion, period of project spread and cost of the project Name of the contact person for reference Phone number of the contact person Mobile number of the contact person E-Mail id of the contact person Documents submitted as proof

Response

Page 159 of 299

16.2. Accompanying Proof for the Reference All references must be accompanied by a customer letter on their letterhead, in the following format:

Union Bank of India Technology Centre, 4th Floor, Department of Information Technology, Shri Adi Shankaracharya Marg, Opp. Powai Lake, Powai, Mumbai 400 072 Dear Sir, Subject: Certificate for Proof of Work done by Vendor This is to certify that M/s. _____________________________________ has implemented/currently _____________________________________ _____________________________________ ____________________, 20__. Yours Faithfully, Authorized Signatories (Name & Designation, Seal of the firm) implementing solution technologies using the the since

Page 160 of 299

17 Annexure E Bio-Data
Bio Data with qualifications and relevant experience of IT professionals who are on the permanent rolls of the organization

1. Core Team Members Please provide a detailed resume of the core team members in the format specified below and indicate if they are Banking or IT professionals. Please restrict the resume to be one page long. 1 Name of Staff 2 Proposed Position 3 Education 4 Experience Profile Industry: Project: Organization: Project Description: Role: Technical Environment:

Service Line: Duration:

2. Summary details of other members No. of Years with SI Projects (Only Proposed Customer Position Name)

Employee Name Designation

Page 161 of 299

18 Annexure F Technical Architecture

Please provide a detailed Technical Architecture clearly indicating the proposed components.

Page 162 of 299

19 Annexure G Indicative Commercial Offer

Note: The commercial offer will give all relevant price information and will quote prices only in Indian Rupees. The Indicative Commercial Offer should be given in the above format only. The CO should not contradict the TO in any manner. There should be no conditions mentioned in the Indicative Commercial Offer. The Indicative Commercial Offer will not include cost of travel outside India for reference site visits, benchmarking, etc. if required. Such travel, if necessary, will be sanctioned by the Bank separately on case to case basis Format of Indicative Commercial offer duly filled in but without the price information. Indicative Commercial Offer

To The General Manager, Department of Information Technology, Union Bank of India, Technology Centre Adi Shankaracharya Marg, Opp. Powai Lake, Andheri - East Mumbai 400 072

Page 163 of 299

Sir, Subject: Cost of providing the services of EDW, CRM - Operational & Analytical, Data Mining, Data Cleansing and Training. The total cost of ownership of EDW, CRM - Operational & Analytical, Data Mining, Data Cleansing, maintaining the same throughout the project period and Training will be Rs. ---- (Rupees---------------------only.) for the entire solution to be rendered by us as per the scope.

Page 164 of 299

The Make, version, Unit Cost and License details for Software:

Sr.No.

Component

EDWMake,Version&UnitCostSoftware Compon ent OEM PerUnit Make& LicenseType Name Cost Version providedtoUBI Item

SoftwareComponents
Operating system with all utilities, tools & 1 required compilers DBMS (Specific Data

NumberofLicenses Y Y Y Y Y Y e e e e e e a a a a a a r r r r r r 1 2 3 4 5 6

Y e a r 7

2 warehouse edition) 3 4 5 6
ETL (including any adaptors provided) CDC Data Quality Logical Data Model Business Intelligence

7 and Analytical Tools

Metadata Repository 8 and tool Performance Monitoring & Tuning 9 Tools

Page 165 of 299

Software Development

10 Life Cycle Tools

Any Other Software to meet the Desired 11 Solution

12 Application Server 13 Web Server 14 Backup and Recovery

Performance

15 monitoring software 16 Disaster Recovery 17 Data Modeling Tools

Any other (Please 18 specify)

Sr. No.

Component Software Components

Item

OperationalCRMMake,Version&UnitCostSoftware License Per Type Component Unit Make& providedto OEMName Cost Version UBI NumberofLicenses Year Year Year Year Year Year Year 1 2 3 4 5 6 7

Operating system with all utilities, tools & required 1 compilers

2 DBMS 3 Operational CRM

Page 166 of 299

Performance Monitoring & 4 Tuning Tools Software Development Life 5 Cycle Tools Any Other Software to meet the Desired 6 Solution

7 Application Server 8 Web Server 9 Disaster Recovery

Backup and

10 Recovery
Any other (Please

11 specify)

Sr. No. Component Software Components

Operating system with all utilities, tools & required 1 compilers

DataMiningMake,Version&UnitCostSoftware License Type Per Component Unit Make& provided Item OEMName Cost Version toUBI NumberofLicenses Year1 Year2 Year3 Year4 Year5 Year6 Year7

Page 167 of 299

2 DBMS 3 4 5
Data Mining Tool Application / Model Cost Backup and Recovery Any Other Software to meet the Desired Solution

Sr. No.

Component Software Components

Item

AnalyticalCRMMake,Version&UnitCostSoftware License Per Type Component Unit Make& providedto OEMName Cost Version UBI NumberofLicenses Year Year Year Year Year Year Year 1 2 3 4 5 6 7

Operating system with all utilities, tools & required 1 compilers

2 DBMS
Analytical CRM 3 Tool Backup and 4 Recovery Any other (Please 5 specify)

Page 168 of 299

Make, Version and Unit Cost for Hardware Components

EDWMake,VersionandLicense Per Component Unit Make& OEMName Cost Version Year 1

Sr. No.

Component Hardware Componentsfor entireproposed solution 1 Servers 2 Storage Solution

Disaster Recovery

Item

NumberofHardwareComponents Year 2 Year 3 Year 4 Year 5 Year 6 Year 7

3 Site for EDW

Data Backup and

4 archival
Any Other (Please 5 specify)

Sr. No.

Component

Item

OperationalCRMMake,VersionandLicense Per Make Component Unit & Version OEMName Cost NumberofHardwareComponents Year Year Year Year Year Year Year 1 2 3 4 5 6 7

Year 8

Page 169 of 299

Hardware Componentsfor entireproposed solution 1 Servers 2 Storage Solution

Data Backup and

3 archival
Performance 4 monitoring solution Disaster Recovery 5 site Any Other (Please 6 specify)

Sr. No. Component Hardware Componentsfor entireproposed solution 1 Servers 2 Storage Solution
Data Backup and

DataMiningMake,VersionandLicense Per Component Unit Make& Item OEMName Cost Version NumberofHardwareComponents Year1 Year2 Year3 Year4 Year5 Year6

Year7

3 archival
Any Other (Please

4 specify)

Page 170 of 299

Sr. No.

Component Hardware Componentsfor entireproposed solution 1 Servers 2 Storage Solution

Data Backup and

Item

AnalyticalCRMMake,VersionandLicense Per Component Unit Make& OEMName Cost Version NumberofHardwareComponents Year Year Year Year Year Year 1 2 3 4 5 6

Year 7

3 archival
Any Other (Please 4 specify)

Page 171 of 299

Costs for each Solution Component

Sr. No. Component Hardware Components forentire proposed A] solution 1 Servers

Storage

EDWCostSheet Year1 Year2 Year3 Year4 Year5 Year6 Base Total Base Total Base Total Base Total Base Total Base To Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Co

2 Solution
Disaster Recovery Site 3 for EDW Data Backup

4 and archival
Any Other (Please 5 specify)

B]

Total Hardware Cost (1)

Software Components

Operating system with all utilities, tools & required 1 compilers

Page 172 of 299

Sr. No. Component

DBMS (Specific Data warehouse 2 edition) ETL (including any adaptors 3 provided)

EDWCostSheet Year1 Year2 Year3 Year4 Year5 Year6 Base Total Base Total Base Total Base Total Base Total Base To Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Co

4 CDC 5 Data Quality

Logical Data

6 Model
Business Intelligence and Analytical 7 Tools Metadata Repository and 8 tool Performance Monitoring & Tuning Tools Software Development Life Cycle Tools Any Other Software to meet the Desired Solution Application Server

11

12

13 14

Page 173 of 299

Sr. No. Component 15 Web Server

Backup and

EDWCostSheet Year1 Year2 Year3 Year4 Year5 Year6 Base Total Base Total Base Total Base Total Base Total Base To Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Co

16 Recovery
Disaster 17 Recovery Data Modeling 18 Tools Any Other (Please 19 specify)

C]

Total Software Cost (2)

Services
Implementation

1 Cost
Person month rate for 2 Implementation PSP Personnel Cost for the implementation of each of the Components 3 provided

a b c d

ETL BI / Dashboards Database Any Other (Please

Page 174 of 299

Sr. No. Component

specify) Total Services Cost (3)

EDWCostSheet Year1 Year2 Year3 Year4 Year5 Year6 Base Total Base Total Base Total Base Total Base Total Base To Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Co

D]

E]

TrainingCost (4) Annual Maintenance Cost HardwareAMC Cost(including Operating Systemand any environmental software required) Annual Support& Subscription (Software) Cost Annual Support& Subscription (Database) Annual Maintenance ServiceCost

Page 175 of 299

Sr. No. Component

EDWCostSheet Year1 Year2 Year3 Year4 Year5 Year6 Base Total Base Total Base Total Base Total Base Total Base To Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Co

Personmonth rateforAnnual Maintenance services

Total Annual Maintenance Cost (5) Total cost for EDW Solution (1+2+3+4+5)

Sr. No. Component Hardware Components forentire proposed A] solution 1 Servers

Storage

OperationalCRMCostSheet Year1 Year2 Year3 Year4 Year5 Year6 Base Total Base Total Base Total Base Total Base Total Base To Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Co

2 Solution

Page 176 of 299

Data Backup

3 and archival
Disaster

4 Recovery site
Any Other (Please 5 specify)

B]

Total Hardware Cost (1)

Software Components

Operating system with all utilities, tools & required 1 compilers

2 DBMS
Operational

3 CRM
Performance Monitoring & Tuning Tools Software Development Life Cycle Tools Any Other Software to meet the Desired Solution Application Server

7 8 Web Server 9 Disaster

Page 177 of 299

Recovery Backup and

10 Recovery
Any Other (Please 11 specify)

C]

Total Software Cost (2)

Services
Implementation

1 Cost
Person month rate for 2 Implementation

3 PSP Personnel D]
Total Services Cost (3)

E]

TrainingCost (4) Annual Maintenance Cost HardwareAMC Cost(including Operating Systemand any environmental software) Annual Support& Subscription (Software)

Page 178 of 299

Cost

Annual Support& Subscription (Database) Cost Annual Maintenance ServiceCost

Personmonth rateforAnnual Maintenance services

Total Annual Maintenance Cost (5) Total cost for Operational CRM Solution (1+2+3+4+5)

DataMiningCostSheet Year1 Sr. No. Component Year2 Year3 Year4 Year5 Year6

To Total Base Total Base Total Base Total Base Total Base Base Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Co

Page 179 of 299

A]

Hardware Components forentire proposed solution

Storage

1 Servers 2 Solution
Data Backup

3 and archival
Any Other (Please 4 specify)

B]

Total Hardware Cost (1)

Software Components

Operating system with all utilities, tools & required 1 compilers

2 DBMS
Data Mining 3 Tool Application /

4 Model Cost
Backup and

5 Recovery
Any Other Software to meet the Desired 6 Solution

Page 180 of 299

 C]

Total Software Cost (2)

Services
Implementation

1 Cost
Person month rate for 2 Implementation

3 PSP Personnel D]
Total Services Cost (3)

E]

TrainingCost (4) Annual Maintenance Cost HardwareAMC Cost(including Operating Systemand any environmental software) Annual Support& Subscription (Software) Cost Annual Support& Subscription (Database) Cost

Page 181 of 299

Annual Maintenance ServiceCost

Personmonth rateforAnnual Maintenance services

Total Annual Maintenance Cost (5) Total cost for Data Mining Solution (1+2+3+4+5)

Sr. No. Component Hardware Components forentire proposed A] solution 1 Servers

Storage

AnalyticalCRMCostSheet Year1 Year2 Year3 Year4 Year5 Year6 Base Total Base Total Base Total Base Total Base Total Base To Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Co

2 Solution

Page 182 of 299

Data Backup

3 and archival
Any Other (Please 4 specify)

B]

Total Hardware Cost (1)

Software Components

Operating system with all utilities, tools & required 1 compilers

2 DBMS
Analytical CRM

3 Tool
Backup and

4 Recovery
Any Other (Please 5 specify)

C]

Total Software Cost (2)

Services
Implementation

1 Cost
Person month rate for 2 Implementation

3 PSP Personnel D]
Total Services Cost (3)

Training

Page 183 of 299

E]

Cost(4) Annual Maintenance Cost HardwareAMC Cost(including Operating Systemand any environmental software) Annual Support& Subscription (Software) Cost Annual Support& Subscription (Database) Cost Annual Maintenance ServiceCost

Personmonth rateforAnnual Maintenance services

Total Annual Maintenance Cost (5)

Page 184 of 299

Total cost for Analytical CRM Solution (1+2+3+4+5)

TotalAMC

TotalAMC Base Cost Taxes

TotalAMC

TotalAMC

TotalAMC

TotalAMC

TotalAMC

TotalAMC

TotalAMC

TotalAMC

TotalAMC

TotalAMC

TotalAMC

This table has to be submitted duly filled in for each application component separately. These figures should be copied into the columns of the respective applications tables.

Page 185 of 299

TotalAMC

Name Ba R ofthe se at Hardw Co e are st of Comp A onent M C Quantity

Year1

Year2

AMCCharges Year3 Year4

Year5

Year6

Year7

Quantity

Quantity

Quantity

Quantity

Quantity

Quantity

Taxes

Taxes

Taxes

Taxes

Taxes

Taxes

TotalAMC

TotalAMC

TotalAMC

TotalAMC

TotalAMC

TotalAMC

TotalAMC

TotalATS

TotalATS

TotalATS

TotalATS

TotalATS

TotalATS

This table has to be submitted duly filled in for each application component separately. These figures should be copied into the columns of the respective applications tables.

Nameofthe Application

PSPSupportChargesDuringImplementation BaseRatefor1PSP Numberof TotalBaseRate Engineer EngineersProvided

Taxes

TotalCost

Page 186 of 299

TotalATS

Name Ba R ofthe se at Softw Co e are st of Comp A onent T S Quantity

Year1

Year2

ATSCharges Year3 Year4

Year5

Year6

Year7

Quantity

Quantity

Quantity

Quantity

Quantity

Quantity

Taxes

Taxes

Taxes

Taxes

Taxes

Taxes

Taxes

This table has to be submitted duly filled in for each application component separately. These figures should be copied into the columns of the respective applications tables.

Nameofthe Application

SISupportChargesDuringPostimplementation BaseRatefor1 Numberof TotalBaseRate Taxes Engineer EngineersProvided

TotalCost

This table has to be submitted duly filled in for each application component separately. These figures should be copied into the columns of the respective applications tables.

Man-Month Rate Calculation for TCO

Page 187 of 299

The below provided man-month rates will be added and the consolidated figure multiplied by 6 months to derive the total cost. The amount thus derived will be added to the TCO as provided by the vendor to derive the overall TCO for the project.

Role

Description

Rate per man-month Unit Base rate Tax Total unit Cost

Cost for 6 months Base cost Tax Total Cost

The UBI's Application Specialist

proposed needs

application and will be

specialist involved

should adapt the proposed application to throughout the project, and work to align the applications functionality to support the current business processes The primary roles of the business analyst will be to understand UBIs business processes and gather business requirements and work with the team in defining the functional specifications and Business Analyst preparing detailed schematics of

Page 188 of 299

transaction When the

and

business solution

flow. is

proposed

implemented, the business analyst will work with the application specialists and developers to translate business requirements into capabilities that the solution can provide. The business analyst should also work to with ensure the that quality the UBI's assurance lead to plan and implement procedures implemented requirements. The data modeler is responsible for defining the design and the relationships between data structures in the form of various models. The data modeler should have a deep understanding of the Banking Data Modeler Data Quality Specialist industry and modeling best practices. The data quality specialist shall perform the following functions: Provides expertise in data quality for solution satisfies

Page 189 of 299

system implementations and in risk and controls Performs root cause analysis of data issues Designs data quality tests and specifications Designs, develops, and implements the security and controls environment for interfaces and data migration Ensures that one-time and ongoing interfaces process data correctly The database administrator (DBA) will be Database Administrator responsible for the environmental aspects of a database The primary role of a developer is to build and unit test custom components of newly created Developer Information Steward or upgraded programs /reports/etc. The information steward defines data governance information policies owners and and advises information

Page 190 of 299

managers on the implementation of those policies. The information steward supports the process for defining data processes and standards. They develop and monitor control and serve policies as for information overall

coordinators for enterprise information delivery efforts. The integration architect is responsible for Integration Architect designing and implementing the strategy that allows applications to share processes and data. The project manager has the authority to run the project on a day-to-day basis on behalf of the project board, within established constraints. The role of the project manager is to verify that the project produces the required deliverables at the required standard of quality, within the specified constraints Project Manager of time and cost, and to achieve the

Page 191 of 299

potential benefits defined in the business case. The primary role of the quality assurance (QA) lead is to manage the quality Quality Lead Assurance assurance process and the team responsible for its implementation The subject matter expert (SME) will provide expertise on the Banking specific business area based on extensive prior Subject Expert Matter experience The he or she has in that be particular area. technical architect should responsible for planning and managing the transformation of the existing systems infrastructure into one that thoroughly supports the requirements. This architect understands the existing infrastructure and Technical Architect Testing Manager comprehends the vision of the proposed solution to ensure it is as per the proposed technical specifications. The testing manager directs and

Page 192 of 299

coordinates testing activities Total Consolidated Costs

TotalConsolidatedcostpersolutioncomponent Sr. No. Component
EDW

Year1 Year2 Year3 Year4 Year5 Year6 Tota Total Base Total Base Total Base Total Base Total Base Base Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost Cost Taxes Cost

1 Solution
Operational

2 CRM
Analytical

3 CRM 4 Data Mining

Total consolidated 6 manmonths rate as defined below TCO

XX

XX

XX

XX

XX

XX

XX

XX

XX

XX

XX

XX

XX

XX

XX

Page 193 of 299

Please note that in case there are multiple entries against a particular line item for any of the above tables, details for each of these entries should be shown separately. For e.g. if there are two types of servers to be used for EDW, details of each of these servers should be given separately. ** Software Sizing - The Bank would like to have a comprehensive enterprise license for all the proposed components. However, if there is a special case to cap the number of licenses based on number of users, processors, etc. the provided licenses must satisfy the requirements as projected in the RFP by the Bank. We understand that: UBI reserves the right to accept any bid, and to annul the bid process and reject all bids at any time prior to award of contract without thereby incurring any liability to the affected SI(s)/ Bidder(s) or any obligation to inform the affected SI(s)/ Bidder(s) of the grounds for action. Any decision in these regards by UBI shall be final, conclusive and binding on the SI(s) / Bidder(s).

We also agree that our offer can be rejected without assigning any reason and there is no obligation for the Bank to accept any offer.

Authorized Signatory (With Seal)

Page 194 of 299

20 Annexure H Functional Requirements Matrix for Evaluation

20.1. EDW Requirements Each functional requirement carries maximum of 4 marks. The total marks will be deduced to 125 as defined in the Evaluation Matrix. The following requirements are mandatory and wherever the functionality is not readily available the vendor has to provide a declaration that all the requirements will be met through customization.
Marks 0 4 Description (Available / Not Available) Analytics Not Available Analytics readily available

Sr. No. 1 2 3 4 5 6 6a 7 8 9 10

Subject Area Account Related Information Customer Segmentation and Profiling Product Analysis Competitive Analysis Channel Analysis NPA Analysis Restructured Account Analysis Personnel/Staff Analysis Attrition analysis Customer Relationship Optimization Campaigns, Cross-sell, and Up-Sell

Availability (Y/N)

Response

Page 195 of 299

11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38

Interest Income analysis Risk Adjusted Return on Capital (RAROC) Monitoring the Credit Status Liquidity Management Trend Analysis Portfolio Analysis Deposit / Credit Movement Concessions in recovery Exposure Analysis Pre-proposal TAT & Conversion ratios Branch Analysis Overdue accounts Letter of Guarantee Letter of Credit Channel Finance Correspondent Banking Merchant Banking Currency Chest Alternate Channels Government Business Pension Account Details Bank Guarantees POS (Point of Sale) usage Analysis on Advances and Deposits Comparison analysis Tracking of Audit Rating Risk profile of business units Management of concurrent audit

Page 196 of 299

39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 64 65 66 67

Ratio Analysis NPV analysis Cash Flow Analysis Forecast analysis Cost Analysis Share prices of the Bank Analysis of Fixed Assets Coordination with external support agencies Cash recovery analysis Duration analysis Account Recovery analysis Case Analysis (Legal services division Pendency Analysis Legal cases lost by the Bank Employee Analysis Region-wise staff- training Labor Issues Grade-wise allocation of Benefits Employee churn and satisfaction Import/Export / Remittances Analysis Profitability Analysis Ticket Size Fee Income analysis Origination of Remittances Nostro accounts Vostro accounts Ancillary services Defaulters analysis

Page 197 of 299

68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95

Performance analysis Loan Products Re-payment related analysis Portfolio performance based on customer profiles Credit Risks Analysis Operational Risks Asset Liability Management Market Risks ICAAP, Raroc analysis Credit default for retail assets, in coordination with retail lending department Enterprise Risk Management Risk Based Profiling of Business Units and Branches Yield of SME Portfolio Growth in SME Credit Incremental Business/Revenue from Special Cluster schemes Net worth analysis Market Analysis Trading performance Portfolio Valuation, instrument profitability CRR, SLR VaR analysis Hedge Effectiveness Transfer price between the trading desks Yield analysis Borrowing and lending analysis Fraud Analysis Line of Business Analysis Gold Position Analysis

Page 198 of 299

96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113

Transaction Analysis Interest Rate Futures Currency Derivatives Dealerwise profitability Analysis Amortization of Securities Revenue Leakage Interest Expense Monthly Profitability Branch Performance BSR Reports Salary Details Terminal Pay Incentives Concession Analysis Outsourced Activities Complaints Penalties/ Damages / Fines Funds Transfer Pricing

Page 199 of 299

Declaration [To Be Submitted on Agencys/Firms/Companys Letter Head Only] We, M/s____________________________________, understand that all the

functional requirements mentioned above are mandatory. If the solution provided by us does not meet some of the above requirements, the same will be met through customization/configuration during the implementation. We reiterate that all the functional requirements mentioned above will be met either through the proposed application or through subsequent customization/configuration.

AUTHORISED SIGNATORY (WITH SEAL)

Page 200 of 299

21 Annexure I Form of Self Affidavit/ Declaration

[To Be Submitted on Agencys/Firms/Companys Letter Head Only] We, M/s____________________________________, are the bidders for providing services for EDW/BI and CRM Solution. We hereby declare that our Firm/Company does not have any inquiries or investigations threatened, commenced or pending against us, by any regulatory or statutory or investigative body/agency or any lending institutions, nor do we have any pecuniary liability or judicial proceedings against us. We further declare that in case the Bank finds that our averments are not true or are and incorrect, the Bank can initiate necessary action against us, as deemed fit.

AUTHORISED SIGNATORY (WITH SEAL)

Page 201 of 299

22 Annexure J List of Software / Hardware

Please provide a list of all hardware and software included in your proposed architecture. The details must include: a. Type (software/hardware) b. Name c. Description d. Version/model number e. Release date f. Next update/release date g. Licensing terms h. Size/capacity (in case of hardware) i. Warranty status j. Support and maintenance status k. Provider l. Optional/included applicable) in solution (details of adaptors provided wherever

Page 202 of 299

23 Annexure Specifications

Solution

Details/Technical

The following requirements are mandatory and wherever the functionality is not readily available the vendor has to provide a declaration that all the requirements will be met through customization. 23.1. EDW Features Please fill up the following section using the guidelines provided below.
Marks 0 4 Description Feature Not Available Required feature readily available

Solution Features: Please mention if the feature is available with the proposed version or is it an add-on component. Please also mention in case all the requested functionalities are not available in the web version of the product, wherever applicable.
Sr. No. Description Availability (Y/N) Response

ETL 1 Analyzing data quality of source data e.g. Check simple duplicates (ID, name), Check field contents (length), Check entries of (mandatory) fields, Check references of duplicates (missing or wrong data) 2 Check data for duplication 3 Data Standardization and conversion based on a defined data dictionary 4 5 6 7 Transform / Mapping Functionality Error Handling Features. How is load failure handled and if any rollback facility is available. Splitting data into multi targets Traceability Features

7% of total marks

Page 203 of 299

Sr. No. 8

Description Metadata capability, conformance with standards. Can the metadata be shared with any OLAP tool, without any additional custom metadata repository development? Is the ETL tool scalable to support the banks raw data size of 5000 GB scalable to 10000GB, without degradation of ETL performance or requiring awkward database or platform swaps? Analyzing data quality after conversion e.g. Check field-lengths / Check tables / with dependencies of other fields / without dependencies of other fields History Load Capability Ability to manage trickle feed Does the solution support reading of Logs for Incremental Loading Hierarchy Construction Stress & Load utilities Back-up Features Access Security Features Auditing Capability Scheduling Capability Parallel Loading Capability Is the solution portable to any RDBMS and not be dependent on the use of facilities specific to a particular RDBMS (i.e. triggers, non-standard data types, stored procedures, etc.)? Does the solution allow for external objects to be imported into the solution (i.e. UML, DDL, etc )? Does the solution support Data-type conversion (e.g. integer to real) Does the solution support Standard numerical operations (e.g. +, *, round, etc.) Does the solution support Character and string manipulation Does the solution support Static and dynamic table cross-referencing Does the solution support Assigning system variables (e.g. system date, SQL error code, ISA qualifier) to fields and elements

Availability (Y/N)

Response

10

11 12 13 14 15 16 17 18 19 20 21

22 23 24 25 26 27

Page 204 of 299

Sr. No. 28 29 30 31 32 33 34 35 36 37 38

Description Does the solution support Passing data through cross-reference tables Does the solution support Robust SQL functionality, including select, fetch, commit, roll-back, and stored procedure calls Does the solution support Sequential file I/O operations Does the solution support User exits Load time Window optimization Features Real Time DW features Integration with Enterprise Middleware tools / Enterprise Middleware capability in ETL tools itself. Web Service Support Is there any special feature available for managing of data timestamp of loads from flat files? Ability to handle Change Data Capture Operating environments supported and interoperability- Hardware Platform supported, various types of data sources supported Should be able to take care of Incremental and bulk loading of data from the source systems in near real-time environment. Ability to render itself to multi-developer functionality and work with any kind of source systems. Scalable for additional source systems Standard Transformation libraries Ability to define user defined transformations Ability of the solution to demonstrate performance and scalability for 100 million transactions per day. GUI Interface Support ETL jobs across clusters Ability to track Data Lineage Can the tool handle a logical record in a file spanning multiple physical records? How do you support data cleansing, data profiling and de-duplication? Can data be pivot transformed?

Availability (Y/N)

Response

39 40 41 42 43 44 45 46 47 48 49 50

Page 205 of 299

Sr. No. 51 52 53 54 55 56 57 58 59 60

Description Can the tool be integrated with other Applications /Databases? Can data objects be designed using the Tool? Is the proposed tool platform independent Does not have any limitation in extracting data from different databases / operating systems Is there out-of-the-box support for Slowly Changing Dimensions? Can macros be defined to simplify ETL task definitions? Does the tool have any limitations in terms of which databases it supports for extraction as well as loading? Ability to both interpret (as a source) and create (as a target) XML structures Can interpret and create industry-standard message
formats such as EDI, SWIFT, etc.

Availability (Y/N)

Response

61 62 63 64

Has the ability to access semi-structured and unstructured data, such as e-mail, Web sites, office productivity tools, content repositories and rich media (audio, video) Team-based development capabilities such as version control and collaboration Interoperability with other integration tools and applications, via certified interfaces and robust APIs Availability of tool training in India Availability of Computer Based training material 5% of total marks

Data Quality 1 Does the system connect to various data sources natively and via ODBC? 2 3 4 5 6 7 Does the system help in structure discoveries such as frequency and pattern distribution, data discoveries? Is the Data Quality tool tightly integrated with the ETL tool? Does the system provide data statistics? Does the system provide metadata validations and statistics? Can the system identify data scarcity? Can the system identify outliers and percentiles?

Page 206 of 299

Sr. No. 8 9 10 11 12 13

Description Does the system allow identifications on range and domain checks? Does the system help in relationship discoveries? Does the system identify referential integrity (pk/fk relationship) analysis? Does the system identify redundant data analysis? Does the system provide report visualization? Can the system perform the data quality functionalities without creating a copy of the data in a proprietary/external format? Does the system enable application of flexible business rules for validations? Does the profiling report enable drill through to source level information? Does the system ensure data standardization? Is the system capable of ensuring uniform data value representation? Can the system correct mistakes in spellings, inconsistencies, casings and abbreviations? Can the system standardize data values? Are there pre-built libraries for standardization of INDIA specific data? Does the system enable parsing of data into atomic level information for better matching? Does the system have intelligent logic to identify various INDIA data columns? Does the system have the capability to run parsing on various data columns? Does the system split the INDIA data columns to granular level information for better matching? Does the system have the capability to cluster records? Does the system have intuitive, flexible rules to identify duplicates? Does the system have intuitive, flexible rules to identify households? Does the system provide fuzzy logic to induce tolerance during matching? Does the system use the parsed data to provide flexible matching criteria?

Availability (Y/N)

Response

14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29

Page 207 of 299

Sr. No. 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48

Description Does the system use scoring algorithms? Does the system have the capability to merge the records into a gold standard? Does the system have options for manual/automatic merging of clustered records? Does the system enable defining of rules for record and/or field selections during the merging process? Does the system have the capability to enrich data from internal data sources? Does the system have the capability to enrich data from external/third party data sources? Does the system provide audit trails? Does the system have the capability to set alerts? Does the system enable enforcing data governance rules? Can we create customized rules to validate and audit operational processes? Can we understand and refine mission-critical processes by logging exceptions and violations? Can the system invoke events to correct the data? Does the solution have INDIA specific vocabulary libraries? Does the solution have INDIA specific grammar rule libraries? Does the solution have INDIA specific phonetics libraries? Does the solution have INDIA specific standardization rules and libraries? Does the solution have INDIA specific regular expression libraries? Does the solution have rules to identify individuals and organization from the customer Does the solution have intelligent logic for INDIA names, addresses, phone numbers, national ID, passport number and other identification proof documents and demographic details? Is the solution extendable to enterprise wide data integration capabilities?

Availability (Y/N)

Response

49

Page 208 of 299

Sr. No. 50 51 52 53 54 55 56 57 58 59

Description Is the solution extendable and/integrated to querying & reporting modules across enterprise? Is the solution extendable and/integrated to analytical solutions across enterprise? Is the solution easy to use and manage? (no coding) Does the solution have scheduling capabilities? Is there an intuitive, GUI driven implementation tool? Has the ability to use third party provided data dictionaries Has the ability to import external data dictionaries provided in open format, such as .csv, .txt, etc. Ability to update the data dictionary based on learnings from UBI data? Availability of tool training in India Availability of Computer Based training material

Availability (Y/N)

Response

Logical Data Model 1 Support for Atomic / 3NF as well as summarized data 2 3 Customized model for the banking industry LDM is in open format i.e. ability to customize the Data Model as per Bank's requirements post project duration without having to take any services from the SI Ability to support large volumes of detailed historical data for long periods of time Scalability to extend Subject Areas in future Ability to support the Single view of the Customer across the Banks business lines Easily customizable to suit the Indian Regulatory requirements Be application neutral Support all the Business Lines across the Bank Ease of understanding for a Business User Basel II Compliance IFRS Compliance Availability of tool training in India

7% of total marks

4 5 6 7 8 9 10 11 12 13

Page 209 of 299

Sr. No. 14 15

Description Availability of Computer Based training material LDM has accelerators / templates available to map the data model to standard downstream packages for Risk Calculators , Profitability Engine and ALM? LDM can be read/modified using standard Data Modeling tools

Availability (Y/N)

Response

16

OLAP / BI /Dashboard 1. Ability to Drill (down / through) 2. Ability to slice and dice the data as per end user's requirements 3. 4. 5. 6. 7. Ability to Filter at the time of report creation as well as by consumer Ability to Sort the data Color Coded flag values Export data to excel Ability for manipulation of data cells e.g. adjust column widths, change text attributes (font size, style, color), justify text and numbers, change number formats Ability to merge spreadsheet data with the DW by the end users Limit the data displayed on the graph Graphing capabilities Create time period comparison calculations Ability to perform cumulative calculations like, subtotals and grand totals, rolling sum, moving averages etc. (please mention what is available) Ability to create derived cells based on formulas (e.g., regression or contributing factors analysis) Integrated graphing and charting capabilities with multiple interdependent reports and charts on the same report Saving reports and queries with the drill levels by end users 15. 16. Portal Support Personalization Features across reports and dashboards giving users complete flexibility to modify the reports as per their requirements.

7% of total marks

8. 9. 10. 11. 12.

13. 14.

Page 210 of 299

Sr. No. 17. 18. 19. 20. 21. 22. 23. 24. 25.

Description Re-use calculations across reports Operating environments supported and interoperability- Hardware Platform supported, various types of data sources supported Support for push technology Integration capability with data modeling tools MOLAP and ROLAP supports Access control row and column level role based access control in reports. Metadata capability, conformance with standards and integration with ETL Tools Scheduling, maintenance, Process Chaining capabilities

Availability (Y/N)

Response

Do all BI tools (e.g. ad-hoc query, dashboard, OLAP) share the same query engine?
Do all the tools (e.g. query, dashboard, OLAP) have a single engine for both formatting and rendering? Abiltiy to render summarized graphical representation of the data represented as a chart, gauge, stop light without programming? Ability to provide a color coded summary indicating the state of a particular metric compared to a goal or threshold target without programming? Ability for end users to build their own metrics using a wizard (or similar) to create a metric calculation? Ability to integrate multiple data sets in one dashboad including both relational and multidimensional data? Ablity to provide system alerts on multiple metrics using pre-defined business rules Ability to drill from dashboard down to report

26. 27.

28.

29.

30.

31.

32.

33.

Availability of software routines that detect real time changes in data or receive events from other sources without polling?

Page 211 of 299

Sr. No. 34.

Description The solution is aggregate aware, i.e. is able to automatically direct the query to the most recently created aggregates and summary tables Ability to monitor user queries and performance

Availability (Y/N)

Response

35.

36.

Ability to cache frequently used queries

37.

Ability to provide web based ad-hoc query report development capabilities? Ability to convert ad-hoc queries into standard queries for use by all users The SDK exposes the following functionality via web services: run new queries or reports, and perform analysis on a time or event basis? The SDK exposes the following functionality via web services: print reports, include reports in a portal, pass parameters to reports that will be run and deliver URLs back to the calling applications for the location of new reports? The SDK exposes the following functionality via web services: create, copy and delete report or analysis objects? The SDK exposes the following functionality via web services: add users, change security settings and monitor/manage performance? The SDK enables data to be read/ loaded via a web service? Provides ODBC / JDBC and Flat File support

38.

39.

40.

41. 42.

43. 44.

Page 212 of 299

Sr. No. 45.

Description Can build reports from bringing together data from both a historical DW and an operational transaction system?

Availability (Y/N)

Response

46.

Can provide run time parameters as input to the business rules?

47.

48. 49. 50. 51.

Administration, Security and Auditing e.g. Ability to "kill" a query from the server, monitor who is on the system, reports and query execution run times, auditing support, background Processing , system usage statistics, reports broadcasting / notification (MAPI, other APIs). Ability to define security at the report and data level
. Supports row and cell level security Supports mobile devices as output devices

Ability to publish reports as .pdf / html pages through a portal/mobile devices No constraint on the data size / umber of columns in a report Platform independent Can collate data across multiple data sources, which could be on different databases/ flat files No constraint on the number of dimensions that can be used per report Availability of tool training in India Availability of Computer Based training material 10% of total marks

52. 53. 54.

55.

56. 57.

Database

Page 213 of 299

Sr. No. 1 2 3 4 5 6 7 8 9 10 11

Description Various Join Support Star Schema Support Ability to support 3NF Partitioning Capabilities Bit-map indexing Capabilities Aggregation management Support/integration with other ETL tools Support/integration with other front-end/OLAP tools Bulk data loads Unconditional parallel data loads Support for Procedural SQL and tools available for usage of the same Database Trigger Features using Business Rules Stored Procedure Features Development Language Support Referential Integrity Constraint Support Data type Extensibility Row Level Locking Active Data Warehousing features Data consistency or reliability Parallel Query Operations Optimization Features Partitioning method Backup and Recovery Downtime Automated Backup and Recovery Features Does your database support 100% online backup?

Availability (Y/N)

Response

12 13 14 15 16 17 18 19 20 21 22 23 24 25

Page 214 of 299

Sr. No. 26

Description Does your database support selective restore of a single table? Does your database support workload / query / user prioritization? Security features Share Data Pass Shared SQL Clustering support on various OS environments Operating environments supported and interoperability- Hardware Platform supported, various types of data sources supported

Availability (Y/N)

Response

27

28 29 30 31 32

33

Administrative Features please provide a brief list with the features that would differentiate your product Shared Nothing Architecture Scalability of data volumes Automatic expansion support without unloading/ re-loading of data Limitations for no. of columns in table / index, no. of joins, data file size, data type sizes page/ block size, no. of CPUs, database size, no. of concurrent users, amount of addressable memory Does your database support 100% online backup? Does your database support selective restore of a single table?

34 35 36

37

38 39

Page 215 of 299

Sr. No. 40

Description Does your DBMS cover both the Authenticating and Auditing Aspects of the Security? Does your database support workload / query / user prioritization? Platform independent Availability of tool training in India Availability of Computer Based training material

Availability (Y/N)

Response

41

42 43 44

Data Mining 1 Provides data cleaning features prior to modeling A Detect multi-dimensional outliers with leadingedge robust methods B Missing value handling features e.g. drop, replace, impute and last observation carried forward Detect and repair missing values with variancepreserving methods Has features for reduction of dimensionality of data Has features for data import and export from and to different file formats (please provide the formats) and/or databases Platform independent Ability to defined parameters for search routines (including automatic trials of different parameter sets, if available) Provides Meta-learning models (where output of one modeling algorithm is the input to another modeling algorithm)

5% of total marks

2 3

4 5

Page 216 of 299

Sr. No. 7

Description Parametric statistical and machine learning data mining algorithms Internal scripting language and customization options Availability of neural net models and features e.g. Multi-layer perception, Resilient Propagation, Quick Propagation etc and number of hidden layers and nodes per layer allowed.

Availability (Y/N)

Response

8 9

10

Creation of various combinations and transforms of existing variables for inclusion in the analysis as derived predictor variables. Features for availability of macro functions for the same.

11

Availability of coincidence (or "confusion") matrix for binary output, from which precision and recall values can be calculated

12 13

Has features for model results interpretation and evaluation Has features of the graphical programming interface provided by the data mining tool. Supports clustering based on similar attributes Supports mining for Associations Supports ability to find Sequential patterns Supports Classification Models such as decision models, Supports predictive modeling Supports time-series forecasting

14 15 16 17 18 19

Page 217 of 299

Sr. No. 20 21 22 23 24 25 26 27

Description
Supports descriptive statistics such as mean, median, range, min, max, std deviation? Supports statistical comparisons using statistical capabilities (e.g. t-test, F-test, Chi-Square test)? Supports time series data

Availability (Y/N)

Response

Ability to determine which objects can be expected to co-occur with other objects
Can the tool parse unstructured content to create structured data elements that can be used for further analysis? Does the tool support building and applying models within the datawarehouse without extracting the data to a separate engine?

Can the tool generate scores in batch mode? Conformance with Predictive Model Markup Language (PMML) and the version of PMML to which conformance is available

28 29

Features to publish web-ready graphics and reports Features for multivariate analysis techniques like principal component analysis, ARIMA, SARIMA, GARCH etc. Features for level of change-tracking for multiuser collaboration Text Mining Capability on structured and unstructured data Time Series Analysis Capabilities Provides Visualization Features in at least the following categories Trellis graphics to quickly show structure of high dimension data

30

31 32 33 A

Page 218 of 299

Sr. No. B

Description Types of 1-D Charts, 2-D Charts and 3-D charts e.g. Scatterplot, Boxplot, Strip plot, QuantileQuantile, Surface plot, Cloud Plot etc.

Availability (Y/N)

Response

Hexagonal Binning charts to view relationships between variables of very large data sets Multivariate charts e.g. Scatterplot matrix, Parallel plot etc. Time series charts e.g. Line plot, High-Low plot, Stacked bar plot etc. Availability of tool training in India Availability of Computer Based training material 5% of total marks

34 35

Metadata Management 1 Ability to provide Business Definitions for all data elements in the EDW to remove any ambiguity about the semantic meaning of any data element when used by a business user. 2 Ability to capture all structural metadata across the entire proposed solution architecture in a metadata repository. This includes all definitions (data dictionaries) for source system extracts and cleansing, Staging and data models (logical & physical), Sourcing and Integration ETL job designs (including transformation business rules) and Report designs. 3 Ability to provide data lineage capabilities that trace data appearing in reports / outputs through the various layers of the EDW architecture back to the source, including transformations applied to the data. The Metadata solution must be able to store data across all the components of the EDW such as ETL, BI, Data Mining, etc. and the CRM solution

Page 219 of 299

Sr. No. 5

Description The Metadata solution must be able to support querying and reporting functionality for the users to access the data stored in the repository Ability to provide structural metadata and linkages between individual elements to provide impact analysis capabilities i.e. If a source system attribute is modified or deleted, impact analysis can be performed to understand definitively what the impact is on the EDW and what needs to be changed as a result. Ability to capture all process (run-time) metadata for all ETL processes for control and reconciliation purposes. Ability to maintain audit trails for addition, deletion and correction made by the user using the Metadata Repository. Ability to publish all metadata captured to different users based on their access rights Availability of tool training in India Availability of Computer Based training material

Availability (Y/N)

Response

7 8

10 11

Security 1 Does the solution allow the administrator to control access at the application level? 2 Does the solution allow authorized users to change previously entered data with changes captured in audit trail? Does the solution generate audit trails for all systems activities and reports/queries generated and allow system admin to enable/disable audit trail on selected transactions? Does the solution allow access to any component on a read-only, read-write or execute level?

7% of total marks

Page 220 of 299

Sr. No. 5

Description Does the system centrally manage all user information, credentials and permission (e.g. user name, address, password, phone number, email address, language, role, title, organization unit, etc.) in a Lightweight Directory Access Protocol (LDAP) system version 3 or higher? Does the solution have support for the following authentication modes: Client authentication Source authentication (i.e. application-toapplication) Does the system allow an access lock out state (i.e. for a configurable time period), upon which the system automatically releases the lock in case of failure to authenticate successfully after a pre-determined number of times? Does the solution support remote access capability through secured channels (i.e. VPN, CITRIX, etc.)? Does the solution preserve message/ data integrity and provide evidence that transaction data is not accidentally or maliciously modified, altered, or destroyed while in transit or in storage? Does the solution have a secured message store? The solution must allow control over the data accessibility and commands that can be executed by a user, according to their status and privileges. The solution must ensure that all access is provided via personal identification and authentication only. Access to the system must be through secured passwords.

Availability (Y/N)

Response

6 A B 8

10

11 12

13

14

Ability to define the system rights as per the role hierarchy within UBI.

Page 221 of 299

Sr. No. 15 16

Description Ability to allow users to register to consume the reports Logging of users accessing the system and monitoring of online activity. Does the system support industry based security and directory schemes (i.e. LDAP, PKI, SSL, Digital Certificates, Digital Signatures, etc.)?

Availability (Y/N)

Response

17

18

Does the solution use encryption when transmitting passwords over the network? Does the solution enable strict control of access to program source code and associated items (such as designs, specifications, verification plans and validation plans)?

19

20

Solution allows defining enforceable roles for development Solution allows defining of enforceable roles for operations (session execution) Solution allows defining enforceable roles for administration Solution allows defining user permissions to be set by work area (or folder)/ report/ data set Does your EDW solution provide appropriate security at the RDBMS level to protect data from unauthorized personnel?

21

22

23

24

Page 222 of 299

Sr. No. 25

Description The solution provides safeguards to prevent accidental or malicious changes to data or software? The solution provides flexibility of security administration and implementation? The solution provides security against accidental table drops The solution provides object level security

Availability (Y/N)

Response

26

27 28

System Administration 1 Performance Monitoring 2 System Monitoring The proposed solution should have the provision for automating routine administrative tasks or scheduled events.

5% of total marks

The proposed solution should have administration capabilities such as Managing access, deletions, and workflow activities for reporting, analysis, and compliance purposes. 3 Audit Trailing, tracking 4 Transactional tracking 5 Version control support Performance Monitoring 1 Does the system provide performance monitoring tools to proactively identify and notify system administrators of performance degradations?

8% of total marks

Page 223 of 299

Sr. No. 2

Description Does the solution have facilities to allow for performance troubleshooting, bottleneck identification, as also the ability to trace and measure performance at the interface and component level?

Availability (Y/N)

Response

Does the proposed solution provide performance, utilization, load etc related reports and statistics. Does the system dynamically allocate resources for higher-priority services from lower-priority services? Does the solution provide performance tools for all aspects of performance tuning, which includes but is not limited to alerts, collecting, analyzing, configuring, and testing performance?

Does the solution support different testing environments such as load test, stress test and regression test, and simulation for end-to-end performance testing?

Does the solution design and utilize load balancing and fail-over techniques to prevent performance degradation as a result of extra loads and to provide additional reliability?

Does the solution have any inherent solution requirements on the number of interfaces, data formats, fields, etc.?

Page 224 of 299

Sr. No. 9

Description Does the solution support standard optimization techniques (e.g. caching query results, support for various indexing techniques, parallel processing, support the creating of relational views, support partitioning techniques, etc.)?

Availability (Y/N)

Response

10

Does the solution have the capacity to manage parallel loading? Does the solution have the capability to allow data loading as well as creation/viewing of reports simultaneously 5% of total marks

11

Manageability 1 Is the solution modular, with components that can be independently installed and updated?

2 3

Can the solution be managed from a single central point? Does the solution have the ability to integrate with any third party management software/ tools for systems administration?

Does the solution include the ability to monitor the enterprise data warehouse as a whole, gathering detailed statistics, message queues, job failures, scheduled outages, etc.?

Page 225 of 299

Sr. No. 5

Description Does the solution provide the option to translate system error messages into predefined formats and made available as a standard configurable message output type in response to defined system attributes, to support error handling and management by third-party systems management utilities?

Availability (Y/N)

Response

Does the solution support detailed tracking/ audit facilities? Does the solution support change management and configuration management tools?

Does the solution support parameterized record retention mechanism appropriate to a banking environment such as duration of record retention, data to be managed, etc.?

Does the solution support a consistent logging framework 7% of total marks

Overall Solution Scalability 1 Does the solution have the scalability to deal with increased transaction volumes? 2 Does the solution have the scalability to deal with increased number of source applications?

Does the solution have the scalability to deal with increased number of users?

Page 226 of 299

Sr. No. 4

Description Does the solution support active-active clustering and load-balancing capabilities? Does the solution have the scalability to support additional subject areas, additional lines of business, etc.

Availability (Y/N)

Response

Overall Solution Architecture 1 Follow the concept of centralized data warehouse to ensure data standardization and accuracy across all the applications

7% of total marks

Does the product support multi-level priority allocation for critical data extraction processes from different data sources? Can the system react dynamically in case of any deadlocks, etc.?

The proposed solution must support Batch as well as near real time data refreshes The solution must provide the capability to allow users to view comprehensive granular data as well as highly summarized executive dashboards.

Provide high user concurrency, capability for Any Query, Any time, Any Place, Any business area & Any System Support the down-stream applications such as ALM, AML, Risk and Profitability Calculators& Lead Management system and also provide extracts to meet CIBIL requirements.

Page 227 of 299

Sr. No. 7

Description Support executive dashboards, managed automated supporting and On-Demand querying and reporting. The proposed solution must be built on the foundation pan industry logical data models allowing data conformity across applications

Availability (Y/N)

Response

The key components of the architecture are Extraction, Transformation and Loading (henceforth referred to as ETL) Subsystem, Data Quality subsystem, Logical Data Model subsystem, Data base subsystem, Analytical Application subsystem, Data Mining subsystem. The Master data must be shared between the EDW and CRM systems to ensure that there is no loss of customer information. There should be no single point of failure 10% of total marks

10

11

Hardware 1 Proposed Hardware has High Reliability, fault tolerance, redundancy intelligent load balancing, and high availability. 2 Ability to cluster the application and database servers where required Application and DB servers should be vertically scalable and must be capable of incremental expansion to meet the growth requirements

4 5

Unix/Linux based Can the system support SAN if required

Page 228 of 299

Sr. No. 6

Description Does the proposed solution have independent storage management and support for different RAID levels Does the proposed solution support Intensive I/O Does the proposed solution support Multiprocessing capability Does the proposed solution support Parallel processing capability Can data be shared between the database and backup to allow for seamless querying? Does your solution archive the SQL that created the tables and the data itself? Does the proposed solution protect against runaway queries in which a query causes system resources to be fully consumed?

Availability (Y/N)

Response

7 8

10

11

12

13

Does the proposed solution support the use of upper-bound time limits on the time a query executes? If so, can the end-users establish their own time limits?

14

Does your solution run on other platforms than the one that is proposed? Does the solution support seamless transfer to a scaled-up hardware configuration (e.g. a new server with new/additional processors).

15

Page 229 of 299

Sr. No. 16

Description The server configuration proposed has upgrade capability in terms of processors, memory, disk storage, etc. without disrupting the systems and users.

Availability (Y/N)

Response

Backup and Recovery 1 The proposed solution must include capabilities to backup all data and metadata across all the sub systems of the proposed solution 2 The proposed solution provide mechanism for incremental and full backups with zero down time The proposed solution should provide Support for replicating data onto remote sites The proposed solution should provide monthly validation of database backup. Service includes restoration of database from backup media and validation that all database components are present and not defective. An electronic report of the results is provided at completion of validation

5% of total marks

The proposed solution must support mirrored devices

23.2. CRM Features

Scale 0 4 Description Feature Not Available Required feature readily available

Page 230 of 299

Product Features: Please mention if the feature is available with the proposed version or is it an add-on component. Please also mention in case all the requested functionalities are not available in the web version of the product, wherever applicable.
Sr. No. Description Availability (Y/N) Response

Operational and Analytical CRM Application 1. Availability of industry specific model for Banking 2. Ability to support multiple channels (Branches / Telephone / SMS / Internet / Email / ATMs) Ability to provide CRM for Retail, Corporate and Wealth Management customers of the Bank. Provides the following functionality for the Sales Process Management: Provide systematic sales models and workflow processes with the ability to predefine the process steps across services, product types, channels, account types. Support standard or proprietary sales methodologies. Ability to suggest alternative offers to the one requested by customer / prospect. Ability to cross-sell / up-sell products and services. Lead and Opportunity Management Tracking

38% of total marks

3.

4. a

b c

d 5

Page 231 of 299

Ability to track leads and opportunities spanning the entire lifecycle from creation through closing. Some key parameters to be captured are Referral source, sales revenue, products offered, desired budget amount, quotes and proposals prepared

Ability to report on opportunities by account geography, products type, revenue, margin, industry, marketing campaign, lead source, status, lost opportunities and their associated reasons, close rates and salesperson productivity, etc.

c 6

Ability to compare a campaign / lead with actual sales. Support financial-specific products for both consumer and corporate banking customers, including deposits, loans, credit cards, wealth management, investment products and insurance, etc. Ability to define the product information and details, including product line, product key features, product fees and rates, product conditions, product comparison, pricing, image, literatures Ability to provide buyer-value and customer need assessment functionality that help the Bank employee to determine customer needs, including: simple qualifying questions to determine which product might be best suitable for the customer highly complex scripted discovery sessions involved in a formal credit or loan planning conversation Ability of the system to recommend a product along with a product search function to the employee / customer with all the relevant product information

Page 232 of 299

Provide Bank with a graphical interface that allows sales agents to view financial account information; create new accounts across products and access information related to the existing financial accounts, including the related contacts, notes, opportunities, etc Ability to create and maintain hierarchical account relationships Provide support to automated and online applications for banking products, including deposits, loan, credit card, wealth management and insurance, etc. Sales Agents can create online customer applications for different types of Bank products. Provide application assessment functionality to qualify or rank the application. Provide ability for administrator to define or modify and coordinate the sequence of screens / tasks required for application process for each of the Bank products Ability to automatically generate prefilled application forms Provide the ability to track trailing documents for applications across all product lines and send reminders to the Bank agents accordingly for follow up. Provide visual editor to configure and generate standard scripts for sales agents to use in their various sales stages, including prospecting, qualifying and selling.

10 11

12

13

14 15

16

Page 233 of 299

17

Give multiple people across to different banking entities of Bank group access to information regarding particular opportunities, accounts, and contacts, lead info, quotes, proposals, presentations, and a history of activities.

18

Ability to track the complete sales pipeline and run analysis using multi dimensions of criteria to aggregate or cut-and-dice the pipeline data, such as individual opportunity, customer / customer segment, channel, sales agent / team / branch / whole sales organization.

19 20

Guided Selling Ability to define the hierarchical sales team structure, on the basis of territory, department, division/branch, teams, team members, industry, customer and account, monetary values of an order / deal, etc. Ability to report revenue, from multidimensions, by account or product, opportunity, employee, organization unit or project, over a time period (monthly, quarterly or yearly). Ability to preserve snapshots of historical revenue data for analysis, and ability to monitor revenue trends, shortfalls and increments. Ability to select "in forecast" opportunities and ability to track forecast revision history and calculate net changes between different revisions. Ability to maintain compensation plan for different sales entities based on parameterized criteria.

21

22

23

24

Page 234 of 299

25

Ability to provide a centralized view on all the marketing programs and activities across channels already conducted in the past (historical ones), currently in progress and planned for future. Ability to organize, track and maintain all the components of marketing campaigns including customer segment, offers, channels, campaign results / status, campaign schedule / recurrence, campaign statistics, etc. Ability to automate the entire campaign management process. Ability to associate marketing target prospects with a campaign, either through standard queries within the application UI, or by performing upload / import from an external data source / third-party plug-ins. Ability to assign/distribute call list to branch sales reps and call center agents based on their skill sets Ability to define, save and load campaign customer segments interfacing with external data sources. Ability to use graphical campaign design tool to flexibly plan and design campaigns that are multi-phase (e.g., Web Offer / email Offer -> Telemarketing -> eNews Letter, etc.), across multiple channels. Ability to define campaign type (e.g., retention, acquisition, promotion, etc), the products offered the effective dates of the campaign, objective, etc. Ability to bundle several products into a product offer package

26

27 28

29

30

31

32

33

Page 235 of 299

34

Ability to maintain and view offers belonging to an organization department (e.g. Retail banking or Corporate banking), a particular product group (e.g. Deposits, Loans, Investment), a particular product (e.g. Time Deposit). Ability to create and associate calling script with a campaign to guide agents through customer/prospect interactions to ensure the quality of calls, prevent data entry errors, and guarantee consistent telemarketing campaign execution

35

36

Provide graphical tool with parameter driven interface to create and modify calling scripts, and define documents associated with the campaigns Ability to provide design tool to enable Marketing users to target customers or prospects by creating personalized web and email content including personalized web offer, personalized email offer, dynamic email Newsletter Ability to capture customer response to a given marketing campaign and analyze the overall returns relative to cost, by a salesperson or sales team or the entire campaign execution channels. Ability to keep track of the status of each campaign call, such as complete, no answer, call back later, not interest, etc. Ability to detect & trigger Marketing Events from Database customer behavioral change based on the average transaction, customer inactivity and significant customer events (e.g. anniversary etc.)

37

38

39

40

Page 236 of 299

41

Ability to set event detection routines, define, test and populate event rules, automate events and define execution frequency, populate event history and plan & prioritize customer communications to maximize value while balancing delivery capacity & response likelihood through the use of optimization algorithms with constraints and goals.

42

Ability to access multiple data sources such as promotion history, customer offer, channel, time data Flexible rule definitions for, offers, channels, segments, capacity constraints, mutual exclusivity, conflict resolution, customer preferences Prioritization of customer segments, offers and channels using ranks, ratings and scores Ability to update event hierarchy Ability to identify key model drivers and patterns, for example with entropy or chisquared rankings Ability to build, test and apply mining models Ability to develop test & validate data sets as well as perform sampling Ability to provide reports on Mining results Ability to identify, test & validate events Ability to provide single workbench for modeling Mobile Sales & Service and Synchronization capability

43

44

45 46

47 48 49 50 51 52

Page 237 of 299

53

Ability for Bank service staff to create public or personal notes about the service request. Users can create public notes that everyone with access to the service record can see, or they can create personal notes that only they can see.

54

Ability to provide the entire management and tracking processes for service request under a customer registering (by service agent or by customer himself), routing (between different service staff), escalating (between different levels of the organization), and closure of customer service requests. Supports service request originated from multiple interaction channels (including inbound and outbound call center, sales front-end, fax, web channel, etc.). Ability to capture service request details including requester contact information, service request description, date/time resolution needed, special instructions/comments, service request status, type of service request, activities and interaction involved or planned, reply channel preference, etc. Ability to route service requests among different service staff/ agents /supervisors, among call center / back end agents or among Sales / Marketing / Service teams based on territory, department, division/branch, teams, team members, industry, customer and account

55

56

57

58

Ability to view / track communications and activities associated with a service request.

Page 238 of 299

59

Ability to notify corresponding persons and follow up the activity when the request status is changed. Ability to categorize service request, according to service request type, status, priority, etc. Ability for the Bank service staff to use the financial account information to handle common service requests, such as inquiries about current account balances, past transactions, and interaction history Ability for the Bank service staff to automatically generate service requests based on the type of account and associate those requests with the primary contact and financial account. Support service transactions for all banking products such as loans, deposits, credit cards, wealth management investment products, insurance, etc. Support online account balances / holding enquiry for banking products, including online transaction history enquiry within a certain limit, e.g. last 10 transactions, or up to today's transactions, etc. for banking products Ability for Bank service staff to create financial-specific service requests, including regarding the account balance, account balance history, account transaction inquiry, account transaction history. account authorization rules, etc. Provide capabilities to perform collections function Ability for Bank to keep track of the customers who are delinquent or are unable to make payment by a specified date.

60

61

62

63

64

65

66 67

Page 239 of 299

68

Ability for Bank to query and create lists of delinquent accounts based on the number of days the account has been delinquent Ability for Bank to assign these delinquent accounts to the agents for collections follow up Provide a collection summary for collection agents to view and learn more about the customer's financial accounts, payment history, and information related to the delinquent account Ability for Bank to develop and execute collections campaign Ability for Bank to capture the customer's promise to pay and take appropriate followup action. Provide visual editor to configure and generate script of questions, execution steps and information exchanges for agents use in their various service stages, including service Investigation, conversations and solutions. Mobile Sales & Service and Synchronization capability Ability to integrate Service, Sales and Marketing operations of the CRM system, such as cross-selling and up-selling opportunities when serving an inbound request Provides Alert Message capability to prompt the service staff any up-selling and crossselling opportunities when servicing customers Ability to capture referral for successful upselling and cross-selling.

69

70

71 72

73

74 75

76

77

Page 240 of 299

78

Ability to provide a user front-end enabling customer interaction, sales and service transaction at a physical location, typically a retail branch or customer interaction centre. Ability to synchronize data between the mobile device and the centralized server, using low communication bandwidth even in the event of interrupted communication. Ability to integrate CRM data such as account ID, caller reference ID, caller phone number, service request ID, etc. with CTI/IVR. Ability to provide or integrate with fax server to manage inbound and outbound fax communications. Ability to integrate CRM application with mail servers such as MS Outlook, IBM Lotus Notes, etc. to allow sending emails from within the CRM application. Ability to support online real-time integration of the CRM solution with the Banks Internet Banking portal. Provide diary and scheduling tool to enable appointment scheduling, creation of To-do lists and activity plans and carry out followups. Provides user friendly capability for defining broadcast messages and triggering the actual delivery of the broadcasting messages. The messages can either appear as a rolling message in a 'ticker" or can be popped up in a message box for agents to view Ability to deliver broadcast messages to individual, group of people, or to the entire call center. Ability to perform key word search (wildcard search).

79

80

81

82

83

84

85

86

87

Page 241 of 299

88 89

Ability to support multiple languages, entities and currencies. Provide a visual rule designer to facilitate user definition and ability to view and administer business policies and workflows in the CRM system. Ability to carry out manual or configurable, rule-based automatic assignment of service requests to the most appropriate agents Ability to model business process flow including approvals, handoffs and data gathering using intuitive, graphical modeling tools. Provide the ability to have a multiple work flows based upon criteria within a sales opportunity or service request Provide GUI based Facility for designing, implementing and executing time-based and event-triggered business. Displays and allow access to all credit applications for a company in the list (regardless of their status). Provides corporate customer data detail /history Address etc. as well as captures different profiles such as Financial, Market, and Management etc. Provides data model and documentation for customer information. Ability to provide users with an appropriate view of the entire Organization contact history. This includes all interaction between the Bank and the Corporate Customer regardless of the channel used. Allows attachment of multiple documents of any type at the organization level.

90

91

92

93

94

95

96

97

Page 242 of 299

98

Allows the creation of the processing flow of a credit application and captures information such as limit, maturity date, description, collateral, etc. Allows manual as well as automated triggerbased status changes. Allow user to define Securities and attach literature to each security. Allow users to view and track existing Customer Holdings Allow users to capture customer interest in a certain security. Ability to provide tools to integrate market data, news, order management, and portfolio management applications to provide a comprehensive customer management desktop Ability to provide the following for Reporting and analytics: Integrated analytics to the front-end sales staff, services or marketing users Sales analysis Measure actual performance versus planned and forecast using dimensions such as sales and region hierarchies, customer, customer segment, product, channel, industry, limit, exposure, campaigns, time period, etc. Sales profitability, campaign profitability, trend analysis.

99 100 101 102 103

104 a b

Service Analysis - Provide details for service requests performed by customer service level average lead times, volumes using dimensions such as sales and region hierarchies, customer, customer segment, product, channel, industry, limit, exposure, campaigns, time period, etc.

Page 243 of 299

105

Ability to provide data mapping templates to integrate with Operational CRM system's customer interaction data model, such as opportunities and activities, service request, sales stage and pipeline, etc. Ability to provide batch reports, dashboards, ad hoc and stored query-based reports, graphical reports. Ability to support increasing number of OLTP users access Ability to distribute job streams (e.g., ETL batch, report generation, long-running OLAP query, etc.) among multiple servers to leverage resources on different servers to handle increasing data volume Provide industry standard programming languages (e.g., Java, C, etc) to build customized program logic. Support enterprise DBMS platforms for information storage such as Oracle, DB2 UDB, Microsoft SQL Server Territory / Team / Assignment Management Sales Forecasting per layer allowed. Need Analysis Access Financial Accounts Information at the channel Financial Applications Provides the following functionality for the Services Management Process Supports service requests originated from multiple interaction channels (including inbound and outbound call center, sales front-end, fax, web channel, SMS, ATM, etc.)

106

107 108

109

110

111 a b c d 112 a

Page 244 of 299

Support service transactions for the different banking products such as deposits, loans, credit cards, wealth management, investment products, cash management, Insurance Account Services Provide capabilities to perform collections function Scripting Provides Alert Message capability to prompt the service staff of any up-selling and crossselling opportunities when servicing customers Provides the following functionality for the Marketing and Campaign Management Process Ability to run multi-step and multi-channel campaigns Ability to organize, track and maintain all the components of a marketing campaign including the responses without any manual intervention Ability to carry out Campaign Segmentation and manage Campaign Lists across multiple campaigns Ease of Campaign Design using GUI Create Campaign Scripts and Literature Run Personalized Campaign Ability to detect & trigger Marketing Events based on customer behavior, significant events, etc. Campaign Optimization Ability to integrate the CRM tool with the Data Mining tool Provide a Consolidated View of All Client Interactions Provides the following functionality for the Reporting and analytics Integrated Analytics

c d e

113

a b

d e f g

h i 114 115 a

Page 245 of 299

b c d e f g h i j k 116

Sales Analysis and Reporting Service Analysis and Reporting Marketing Analysis and Reporting Customer Interaction Data Integration OLAP Analysis Ad Hoc and Stored Query Decision Support Batch Reporting Graphical Reports information Distribution Ability to have an integrated view across all customer relationships (financial e.g. fixed deposits, savings accounts, current accounts, etc.; non-financial e.g. Demat account, third party products purchased, etc.; campaign history and current campaigns, product applications, service requests, sales opportunities being pursued, etc.); channel and other communication preferences; The ability to identify and authenticate the customer with information such as his PAN number, date of birth, his mother's maiden name, etc for all interactions which involve sales and service transactions. Ability to maintain contact information, such as: name, identity, title, responsibility, phone numbers, fax numbers, contact address, email addresses Contact reason (e.g. responding to a campaign) Salesperson's Notes Ability to categorize contact, such as, employee, partner, personal, etc., by picking from a configurable drop-down list.

117

118 a

b c 119

Page 246 of 299

provide 360-degree view of the customer in one screen, including customer details, financial accounts, financial applications, service requests, any important alerts, etc Ability to mark a contact as "personal" and not share his information with other sales / service agents. Ability to link contact to accounts and / or opportunities in M:M relationship. Provide a complete history of the multichannel interactions with the customer across all interaction channels including face to face interaction, inbound and outbound calls, email, fax, internet, etc. Loyalty management & Marketing application should be pre-integrated Message Broadcasting feature Ability to maintain and view a bank customer's relationships with other customers in the bank, e.g. spouse of, employer of, employee of, son of, etc.; Ability to identify and capture key relationships for a customer in a graphical tree to provide a graphical representation of a customer's relationships.

120

121 122

123 124 125

126

Ability to define and maintain the Customer segment information such as customer lifetime value, customer profitability, customer demographics, customer psychographics, wallet share, etc. Ability to generate automated phone- and e-mail prospect lists for campaign purposes.

127

Page 247 of 299

128

Ability to maintain and view account profile information, such as account type, name, status, contact information (primary and communication addresses), business profile, investor profile, credit rating, industry classification etc. Ability to define an Account Plan with defined targets and objectives such as target account balances, target wallet shares, etc. 10% of total marks

129

Security 1 Does the solution allow the administrator to control access at the application level? 2 Does the solution allow authorized users to change previously entered data with changes captured in audit trail? Does the solution generate audit trails for all systems activities and reports/queries generated and allow system admin to enable/disable audit trail on selected transactions? Does the solution allow access to any component on a read-only, read-write or execute level? Does the system centrally manage all user information, credentials and permission (e.g. user name, address, password, phone number, email address, language, role, title, organization unit, etc.) in a Lightweight Directory Access Protocol (LDAP) system version 3 or higher?

6 a b

Does the solution have support for the following authentication modes: Client authentication Source authentication (i.e. application-toapplication)

Page 248 of 299

Does the system allow an access lock out state (i.e. for a configurable time period), upon which the system automatically releases the lock in case of failure to authenticate successfully after a predetermined number of times?

Does the solution support remote access capability through secured channels (i.e. VPN, CITRIX, etc.)? Does the solution preserve message/ data integrity and provide evidence that transaction data is not accidentally or maliciously modified, altered, or destroyed while in transit or in storage? Does the solution have a secured message store? The solution must allow control over the data accessibility and commands that can be executed by a user, according to their status and privileges. The solution must ensure that all access is provided via personal identification and authentication only. Access to the system must be through secured passwords. Ability to define the system rights as per the role hierarchy within UBI. Ability to allow users to register to consume the reports Logging of users accessing the system and monitoring of online activity. Does the system support industry based security and directory schemes (i.e. LDAP, PKI, SSL, Digital Certificates, Digital Signatures, etc.)? Does the solution use encryption when transmitting passwords over the network?

10

11 12

13

14 15 16 17

18

Page 249 of 299

19

Does the solution enable strict control of access to program source code and associated items (such as designs, specifications, verification plans and validation plans)? Solution allows defining enforceable roles for development Solution allows defining of enforceable roles for operations (session execution) Solution allows defining enforceable roles for administration Solution allows defining user permissions to be set by work area (or folder)/ report/ data set Does your CRM solution provide appropriate security at the RDBMS level to protect data from unauthorized personnel? The solution provides safeguards to prevent accidental or malicious changes to data or software? The solution provides flexibility of security administration and implementation? The solution provides security against accidental table drops The solution provides object level security Administration Performance Monitoring System Monitoring The proposed solution should have the provision for automating routine administrative tasks or scheduled events. 10% of total marks

20 21

22 23

24

25

26

27 28 System 1 2 3

Page 250 of 299

The proposed solution should have administration capabilities such as Managing access, deletions, and workflow activities for reporting, analysis, and compliance purposes.

5 Audit Trailing, tracking 6 Transactional tracking 7 Version control support Performance Monitoring 1 Does the system provide performance monitoring tools to proactively identify and notify system administrators of performance degradations? 2 Does the solution have facilities to allow for performance troubleshooting, bottleneck identification, as also the ability to trace and measure performance at the interface and component level? Does the proposed solution provide performance, utilization, load etc related reports and statistics. Does the system dynamically allocate resources for higher-priority services from lower-priority services? Does the solution provide performance tools for all aspects of performance tuning, which includes but is not limited to alerts, collecting, analyzing, configuring, and testing performance? Does the solution support different testing environments such as load test, stress test and regression test, and simulation for endto-end performance testing?

10% of total marks

Page 251 of 299

Does the solution design and utilize load balancing and fail-over techniques to prevent performance degradation as a result of extra loads and to provide additional reliability? Does the solution have any inherent solution requirements on the number of interfaces, data formats, fields, etc.? Does the solution support standard optimization techniques (e.g. caching query results, support for various indexing techniques, parallel processing, support the creating of relational views, support partitioning techniques, etc.)?

10 11

Does the solution have the capacity to manage parallel loading? Does the solution have the capability to allow data loading as well as creation/viewing of reports simultaneously 7% of total marks

Manageability 1 Is the solution modular, with components that can be independently installed and updated? 2 3 Can the solution be managed from a single central point? Does the solution have the ability to integrate with any third party management software/ tools for systems administration? Does the solution include the ability to monitor the enterprise data warehouse as a whole, gathering detailed statistics, message queues, job failures, scheduled outages, etc.?

Page 252 of 299

Does the solution provide the option to translate system error messages into predefined formats and made available as a standard configurable message output type in response to defined system attributes, to support error handling and management by third-party systems management utilities?

6 7

Does the solution support detailed tracking/ audit facilities? Does the solution support change management and configuration management tools? Does the solution support parameterized record retention mechanism appropriate to a banking environment such as duration of record retention, data to be managed, etc.? Does the solution support a consistent logging framework 10% of total marks

Overall Solution Scalability 1 Does the solution have the scalability to deal with increased transaction volumes? 2 Does the solution have the scalability to deal with increased number of source applications? Does the solution have the scalability to deal with increased number of users? Does the solution support active-active clustering and load-balancing capabilities? Does the solution have the scalability to support additional subject areas, additional lines of business, etc.

Hardware

10% of total marks

Page 253 of 299

Proposed Hardware has High Reliability, fault tolerance, redundancy intelligent load balancing, and high availability. Ability to cluster the application and database servers where required Application and DB servers should be vertically scalable and must be capable of incremental expansion to meet the growth requirements Unix/Linux based Can the system support SAN if required Does the proposed solution have independent storage management and support for different RAID levels Does the proposed solution support Intensive I/O Does the proposed solution support Multiprocessing capability Does the proposed solution support Parallel processing capability Does your solution run on other platforms than the one that is proposed? Does the solution support seamless transfer to a scaled-up hardware configuration (e.g. a new server with new/additional processors). The server configuration proposed has upgrade capability in terms of processors, memory, disk storage, etc. without disrupting the systems and users. 5% of total marks

2 3

4 5 6

7 8 9 10

11

12

Backup and Recovery 1 The proposed solution must include capabilities to backup all data and metadata across all the sub systems of the proposed solution

Page 254 of 299

The proposed solution provide mechanism for incremental and full backups with zero down time The proposed solution should provide Support for replicating data onto remote sites The proposed solution should provide monthly validation of database backup. Service includes restoration of database from backup media and validation that all database components are present and not defective. An electronic report of the results is provided at completion of validation The proposed solution must support mirrored devices

Page 255 of 299

Declaration [To Be Submitted on Agencys/Firms/Companys Letter Head Only] We, M/s____________________________________, understand that all the

technical requirements mentioned above are mandatory. If the solution provided by us does not meet some of the above requirements, the same will be met through customization during the implementation. We reiterate that all the technical requirements mentioned above will be met either through the proposed application or through subsequent customization.

AUTHORISED SIGNATORY (WITH SEAL)

Page 256 of 299

23.3. Platform installation and administration The below points need to be described in detail and a write up for each of these points needs to be provided as part of Annexure K. 1. Describe the platform system requirements for each component of the solution. 2. Are there specific requirements for web-based clients? 3. How does this solution function in a geographically distributed environment? Is it client/server, two-tier, three-tier architecture, or some combination? 4. Explain how non-web based clients are distributed to end-user desktops. How is software upgrades distributed to the end-users? 5. List the administrative functions included in your product. 6. How do administrators detect when the product requires additional resources? 7. How are any changes in front-end screens (existing/new) deployed across the users on the network? 8. Does the product support multi-level priority allocation for critical data extraction processes from different data sources? Can the system react dynamically in case of any deadlocks, etc.? 9. Is any proprietary tool being used by the SI? 23.4. Warranty Services The SI(s) must submit as part of their proposal a detailed plan including required manpower to support the supplied Hardware and Software. The required manpower provided must ensure compliance with the requirements specified in Table C. Manpower can be changed only with an advance approval from the Bank.

Page 257 of 299

24 Annexure L Implementation Methodology

Please provide details of the methodology to be used for the Enterprise Data Warehouse Solution Implementation including a list of the deliverables to be submitted to the Bank.

Page 258 of 299

25 Annexure M Project Plan and Schedule

Please provide details of the project plan clearly stating the project milestones.

Page 259 of 299

26 Annexure N Team Composition and Task Assignment

Please provide details of the team composition and the individual task assignments for the Enterprise Middleware Solution Implementation. Please also provide details of the Staff required from the Bank and the roles to be played by these individuals.

Page 260 of 299

27 Annexure O Bank Guarantee For EMD

Date: Format of Bank Guarantee
To Union Bank of India 239, Vidhan Bhavan Marg, Nariman Point, Mumbai 400021 Dear Sirs, In response to your invitation to respond to your reference no. ________________

Addressed to M/s __________________ having their registered office at _____________ (hereinafter called the Vendor) wish to respond to the said Request for Proposal (RFP) for self and other associated vendors and submit the proposal for the turnkey solution for development, installation, integration, implementation and maintenance of a Enterprise Data Warehouse, Operational CRM and Analytical CRM and to provide training and initial handholding as listed in the RFP document. Whereas the Vendor has submitted the proposal in response to RFP, we, the ____________ Bank having our head office ________________ hereby irrevocably guarantee an amount of Rs. 200.00 lakhs (Rupees Two Hundred Lakhs only) as bid security as required to be submitted by the Vendor as a condition for participation in the said process of RFP. The Bid security for which this guarantee is given is liable to be enforced/ invoked: 1) If the Vendor withdraws his proposal during the period of the proposal validity; or 2) If the Vendor, having been notified of the acceptance of its proposal by the Bank during the period of the validity of the proposal fails or refuses to enter into the

Page 261 of 299

contract in accordance with the Terms and Conditions of the RFP or the terms and conditions mutually agreed subsequently.

We undertake to pay immediately on demand to Union Bank of India the said amount of Rupees Two Hundred lakhs without any reservation, protest, demur, or recourse. The said guarantee is liable to be invoked/ enforced on the happening of the contingencies as mentioned above and also in the RFP document and we shall pay the amount on any Demand made by Union Bank of India which shall be conclusive and binding on us irrespective of any dispute or difference raised by the vendor. Notwithstanding anything contained herein: 1) Our liability under this Bank guarantee shall not exceed Rs. 200.00 lakhs s (Rupees Two hundred lakhs only). 2) This Bank guarantee will be valid up to __________________; and 1 month of Claim period thereof 3) We are liable to pay the guarantee amount or any part thereof under this Bank guarantee only upon service of a written claim or demand by you on or before ________________. In witness whereof the Bank, through the authorized officer has sets its hand and stamp on this _______________ day of __________________ at _________________.

Page 262 of 299

Page 263 of 299

28 Annexure P - Business Rules for Reverse Auction

Applicability: a. Reverse Auctions are carried out under the framework of rules that are called Business Rules. b. All SI(s) participating in Reverse Auction shall understand/accept and give an undertaking for compliance with the same to the Bank in the prescribed format Exhibit-A. c. Any SI not willing to submit such an undertaking shall be disqualified for further participation in respect of the procurement in question. Eligibility: a. Only SI(s) who are technically qualified and who submit the prescribed undertaking to the Bank alone can participate in Reverse Auction relevant to the procurement for which RFP is floated. Compliance/Confirmation from SI(s): a. The SI(s) participating in Reverse Auction shall submit the following duly signed by the same Competent Authority who signs the offer documents in response to the RFP: b. Acceptance of Business Rules for Reverse Auction and undertaking as per format in Exhibit-A. c. Agreement between service provider and SI. (The service provider prior to announcement of Reverse Auction will give this format.) d. Letter of authority authorizing the name/s of official/s to take part in Reverse Auction as per format in Exhibit-B. Training:

Page 264 of 299

a. The Bank will facilitate training for participation in Reverse Auction either on its own or through the service provider for the Reverse Auction. b. Where necessary, the Bank/service provider may also conduct a mock reverse auction to familiarize the SI(s) with Reverse Auction process. c. Any SI/bidder not participating in training and/or mock reverse auction shall do so at his own risk and it shall not be open for him to make any complaint/grievance later. Total Cost of Ownership (TCO): a. TCO refers to the aggregate amounts payable by the Bank for transfer of ownership. b. TCO shall encompass but not be limited to the following: 1. Cost of the equipment/product or services. 2. License fee (Corporate or user specific as defined in RFP) including OS/Data Base/Application licenses). 3. All existing taxes (including sales tax/VAT, service tax etc.), duties and levies 4. Installation and commissioning charges, if any 5. The prices should include the comprehensive on site warranty maintenance of the equipments covering all components, services, and visits to the concerned offices as specified in the RFP. 6. Annual Maintenance Charges for the period as specified in the RFP. 7. Transportation and Forwarding charges to respective sites 8. Training costs for the product/service/equipment if and as defined in RFP. 9. Service Level Agreement (SLA) costs as defined in RFP for applicable period. 10. Facility Management/infrastructure support costs as defined in RFP.

Page 265 of 299

11. Insurance to cover the equipment for and from transit period till installation c. The TCO shall be arrived at after deducting buy back costs involved and if/as defined in the RFP. TCO, however, shall not include variables of octroi and entry tax. These shall be paid as per actual and on production of receipts. However, the Bank shall pay no penalties in respect of octroi or entry tax and the SI shall bear such expenses. Date/Time for Training: a. The Venue, Date, Time etc. for training in Reverse Auction shall be advised at the appropriate time. b. The Bank shall endeavor to fix such Date/Time at mutual convenience to the SI/s, service provider and the Bank. c. No request for postponement/fixing of Training Date/Time shall be entertained which in the sole view and discretion of the Bank might result in any avoidable delay to either the Reverse Auction or the whole process of selection of SI. Date/Time of Reverse Auction: a. The Date and Time of commencement of Reverse Auction as also Duration of Reverse Auction Time shall be communicated at least 7 working Days prior to such auction Date. b. Any force majeure or other condition leading to postponement of auction shall entitle the Bank to postponement of auction even after communication, but, the Bank shall be obliged to communicate to all participating SI(s) the Postponement prior to commencement of such Reverse Auction. Conduct of Reverse Auction:

Page 266 of 299

a. The Reverse Auction shall be conducted on a specific web portal meant for this purpose. b. The Reverse Auction may be conducted by the Bank itself or through a service provider specifically identified/appointed/empanelled by the Bank. Service Providers Role & Responsibilities: a. In all Reverse Auctions conducted by the Bank through a Service Provider, the Bank shall enter into a separate agreement clearly detailing the role and responsibilities of the service provider hosting the web portal for the Reverse Auction. b. For creating necessary obligations and rights, the service provider will also enter into an agreement with each SI as per a format designed by him for this purpose. The Bank shall resolve any points/issues concerning such agreement of SI and service provider. c. While a Service Level Agreement (SLA) by the Bank with the service provider is an arrangement for smooth and fair conduct of the Reverse Auction, the Bank shall be directly responsible to SI(s) for fair and transparent conduct of Reverse Auction. d. The service provider at the end of each Reverse Auction shall provide the Bank with all details of the bids and reports of reverse auction. e. The service provider shall also archive the data pertaining to the Reverse Auction for a minimum period of 3 years. Training and Auction: a. Service provider / auctioneer are responsible for conduct of adequate training to all technically qualified bidders representing the reverse auction and bidding process. b. Each SI / bidder shall participate in the training at his / their own cost.

Page 267 of 299

c. Wherever it is considered necessary and asked by the bidders or as decided by the auctioneer or by Bank a mock auction may also be conducted for the benefit of all concerned. d. Authorized representatives of the bidders named in the authorization letter given by the SI (Exhibit-B) shall be given unique user name, password by the service provider / auctioneer. e. Each bidder shall change the password and edit the information in the registration page after receipt of initial password. f. All the bids made from the login ID given to bidder shall ipso-facto be considered bid made by the SI / bidder, whom login ID and password were assigned by the service provider / auctioneer. g. Any bid once made through registered login ID / password by the SI / bidder cannot be cancelled. The bidder, in other words, is bound to sell the Offering as per the RFP at the bid price of TCO. h. Every successive bid by the bidder / SI being decremented bidding shall replace the earlier bid automatically and the final bid as per the time and log-in ID shall prevail over the earlier bids. i. The Bank shall conduct the reverse auction as per the Standard English reverse auction, that is, no two bids can have identical price from two different SI(s). In other words, there shall never be a Tie in bids. Proxy Bid: a. A proxy bid is one where SI can submit the lowest bid amount by him in strict confidence to the system directly. This obviates the need for him participating in the bidding process until other bidders decrementally reach the proxy bid amount. b. When proxy bid amount is reached, the SI has an option to revise the proxy bid amount or he can prefer to start participating in bidding process.

Page 268 of 299

c. Since it is an English auction with no ties, two SI(s) submitting identical proxy bid amount and succeeding in auction simultaneously does not arise. d. During training, the issue of proxy bidding will be clarified in detail by the service provider. Transparency in Bids: a. All bidders will be able to view during the auction time the current lowest price in portal. Bidder shall be able to view not only the lowest bid but also the last bid made by him at any point of time during the auction time. Masking of Names: a. Names of bidders/ SI(s) shall be anonymously masked in the Reverse Auction process and SI(s) will be given suitable dummy names. b. After completion of Reverse Auction, the service provider / auctioneer shall submit a report to the Bank with all details of bid and the original names of the bidders as also the L1 bidder with his / their original names. Start Price: a. Bank shall determine the start price either on its own or through asking for information of price band on TCO from each SI at appropriate time during or at the conclusion of technical evaluation. Based on the price band so informed by SI(s), Bank would determine the start price for reverse auction. Decremented Bid Value: a. The SI(s) shall be able to bid only at a specified decrement value and of the Start price of the Reverse Auction, whichever is higher. b. The bid decrement value shall be rounded off to the nearest thousands of rupees. not at any other fractions. The Bid decrement value shall be Rs 7500/- or 0.25%

Page 269 of 299

c. For the sake of convenience of SI(s), the web portal shall display the next possible decremental value of bid. It is not, however, obligatory on the part of SI(s) to bid at the next immediate lower level only. (That is, bids can be even at 2 or 3 lower levels than the immediate lower level.) Copy of Business Rules: a. The Bank shall supply copy of the Business rules to any SI(s) / bidders, wishing to participate in the reverse auction. An authorized representative of the SI shall make such request in writing to the Bank. d. The Bank shall also handover a copy of the Business Rules with a covering letter duly signed by an authorized signatory of the Bank. e. For any dispute concerning the Business Rules, the hard copy of Business Rules supplied by the Bank for the reference of reverse auction process will alone be considered final and binding. Splitting of Orders: a. If any RFP specifically authorizes splitting of orders for the sake of reducing dependency on single source of supply or provision of service, Bank is entitled to split the order in the order and as provided in RFP. b. While splitting the order, Bank shall specify the maximum quantum for L1, L2 etc. in RFP. c. In case L2 SI is not willing to supply at L1 price, Bank shall call L3, L4 etc. in order to arrive at the split quantum to be awarded. d. The Bank shall also be entitled to award the contract to L2, L3 or L4 etc. bidders in the event of L1 bidder backing out to honour the commitment, or for that matter not in a position to supply the offering as per RFP. Reverse Auction Process:

Page 270 of 299

a. In order to reduce the time involved in the procurement process, Bank shall be entitled to complete the entire procurement process through a single Reverse Auction. For this purpose, Bank shall do all it can to award the contract to L1 bidder or in the circumstances where awarding of contract may have to be done to the L2, L3 bidder as provided for in the RFP. b. The Bank shall however, be entitled to cancel the procurement of Reverse Auction process, if in its view procurement or reverse auction process cannot be conducted in a fair manner and / or in the interest of the Bank. c. The successful SI shall be obliged to provide a Bill of Material at the last bid price at the close of auction. Expenditure on Reverse Auction: a. All expenses of reverse auction shall be borne by the Bank. b. SI(s), however, shall attend the training or mock auction at their own cost. Changes in Business Rules: a. Any change in Business Rules as may become emergent and based on the experience gained shall be made only by a Committee of Senior / Top executives of the Bank. b. Any / all changes made in Business Rules shall be uploaded in the Website immediately. c. If any reverse auction process has commenced and a change is made in Business Rules, it shall be informed immediately to each SI/ bidder and his concurrence to / acceptance of the change shall be obtained in writing by the Bank. Donts Applicable to the Bidder/SI: a. No SI shall involve himself / itself or any of his / its representatives in any price manipulation directly or indirectly with other bidders. If any such

Page 271 of 299

practice comes to the notice, Bank shall disqualify the SI / bidders concerned from the reverse auction process. b. Bidder shall not disclose details of his bids or any other details concerning Reverse Auction process of the Bank to any other third party without specific permission in writing from the Bank. c. Neither Bank nor service provider / auctioneer can be held responsible for consequential damages such as no power supply, system problem, inability to use the system, loss of electronic information, power interruptions, UPS failure, etc. (Bank shall, however, entertain any such issues of interruptions, problems with open mind and fair degree of transparency in the process before deciding to stop or extend the auction.) Grievances Redressal: a. Any aggrieved SI / bidder through Reverse Auction process can make complaint in writing within 48 hours of the Reverse Auction to the Chief Compliance Officer of the Bank. b. The Chief Compliance Officer along with the Chief Law Officer of the Bank and Chief of Audit Dept. shall give personal hearing to the aggrieved bidder / SI and decide upon the complaint / grievance. c. Decision of the Grievance Redressal Committee shall be binding on the Bank as well as on all SI(s) participating in the Reverse Auction. Errors and Omissions: a. On any issue or area of material concern respecting Reverse Auction not specifically dealt with in these Business Rules, the decision of the Bank shall be final and binding on all concerned.

Page 272 of 299

28.1. Exhibit A Compliance Statement (To be submitted by all the SI(s) participating in Reverse Auction) Union Bank of India Technology Centre, 4th Floor, Department of Information Technology, Shri Adi Shankaracharya Marg, Opp. Powai Lake, Powai, Mumbai 400 072 DECLARATION We ______________________ (name of the company) hereby confirm having submitted our bid for participating in Banks RFP dated _________ for providing services of ____________. We also confirm having read the terms of RFP as well as the Business Rules relating to the Reverse Auction for this RFP process. We hereby undertake and agree to abide by all the terms and conditions stipulated by Union Bank of India in the RFP document including all Annexure and the Business Rules for Reverse Auction. We shall participate in the on-line auction conducted by _______________ Ltd. (auction Company) and submit our commercial bid. We shall also abide by the procedures prescribed for online auction by the auction company.

Page 273 of 299

We, hereby confirm that we will honour the Bids placed by us during the auction process, failing which we shall forfeit the EMD. We also understand that the Bank may debar us from participating in future tenders. We confirm having nominated Mr. ________________, designated as

______________ of our company to participate in the Reverse Auction on behalf of the company. We undertake that the company shall be bound by the bids made by him in Reverse Auction. We undertake to submit the confirmation of last bid price by us to the auction company/Bank within 48 working hours of the completion of event. terms of RFP. We also undertake to submit the Bill of Materials for the TCO (Total Cost of Ownership) in

Signature with company seal Company/ Organisation Designation within Company / Organisation Address of Company / Organisation Date: Name of Authorized Representative: _______________________ Signature of Authorized Representative: ____________________ Verified above signature Signature of Competent Authority: ______________ Date: _________________

Page 274 of 299

28.2. Exhibit B Letter of Authority for Participation in Reverse Auction To, Union Bank of India Technology Centre, 4th Floor, Department of Information Technology, Shri Adi Shankaracharya Marg, Opp. Powai Lake, Powai, Mumbai 400 072 We ______________________ (name of the company) have submitted our bid for participating ____________. We also confirm having read and understood the terms of RFP as well as the Business Rules relating to the Reverse Auction for this RFP process. As per the terms of RFP and Business rules, we nominate Mr. ______________, designated as ______________ of our company to participate in the Reverse Auction. We accordingly authorize Bank and / or the Auction Company to issue user ID and password to the above named official of the company. Both Bank and the auction company shall contact the above named official for any and all matters relating to the Reverse Auction. We, hereby confirm that we will honor the Bids placed by Mr. __________ on behalf of the company in the auction process, failing which Bank will forfeit the EMD. We agree and understand that the Bank may debar us from participating in future tenders for any such failure on our part. Signature with company seal Name in Banks RFP dated _________ for providing services of

Page 275 of 299

Company/Organization Designation within Company / Organization

Address of Company / Organization Date: Name of Authorized Representative: _______________________ Designation of Authorized Representative: ___________________ Signature of Authorized Representative: ____________________ Verified by: __________________________________ Signature of Verifying Authority: __________________________ Date: ____________

Page 276 of 299

29 Annexure Q PSP Partnership Details

Please provide an OEM Authorization form for each OEM Partnership formed in case the OEM is not a part of the consortium.
Name of Partner Product Name Type of Partnership No. of years of partnership with the PSP in India No. of projects in the space in India, where the product has been implemented by the Lead Bidder

EDW

1. 2. 3. 4. 1. 2. 3. 4.

Operational CRM

Analytical CRM Data Quality Data Mining

1. 2. 1. 2. 1. 2.

Page 277 of 299

Page 278 of 299

30 Annexure R Documents for Evaluation Criteria

If the SI/Consortium Member is submitting a case study as documentary evidence, only published and named case studies will be accepted which clearly state the scope of the project, name of the tool(s) used, name of the customer and role of the SI/Consortium Member. The documentary proof submitted as reference by the SI/Consortium Member should clearly state the scope of the project, name of the tool(s) used, name of the customer and role of the SI/Consortium Member. None of the references provided should be of a project where the project was outsourced to the SI/Consortium Member by a 3rd party SI. None of the references provided should be of a project where the SI/Consortium Member has only provided Resource Augmentation. All the documents submitted as documentary evidence for the Evaluation Criteria should be in English. Documents which are not in English should be duly translated and authenticated by an authorized entity and submitted. The SI/Consortium Member should provide a list of at least two Reference Sites. At least two of these reference sites should be in India. UBI reserves the right to choose any one reference site from the list provided by the SI/Consortium Member. Documents submitted as documentary evidence for the Evaluation Criteria shouldnt contradict the findings of the Technical Evaluation or Reference Site visit. During the technical evaluation, if any claims made by the SI/Consortium Member are found to be false which in turn effects the eligibility of the proposal, the Bank has the right to re-visit the eligibility criteria and reject the proposal on that basis. The SI/Consortium Member will not be given a chance to submit any alternate documentation or reference site visit at that time.

Page 279 of 299

Please provide the matrix provided in Section 9.25 and clearly state the name of the reference to be considered for the particular clause.

Page 280 of 299

Enterprise Data Warehouse Solution Sr. No. Documents Requested Details Ref Page No. Remarks Supporting Document Provided by SI /Consortiu m Member / PSP

1 1.1

Technical and Functional Requirements Technical Requirements - The marks will be based on the proposed solution for EDW / ETL / BI/ Data Quality and Data Mining meeting the technical requirements as specified in Annexure K Solution Details/Technical Specifications for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K. The final marks will be allotted only based on the Banks reference visit and demonstration of the product during the Technical Presentation. The SI must qualify this criterion, by scoring a minimum score of 75%. Annexure K Solution Details/Techni cal Specifications

Page 281 of 299

Sr. No.

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI /Consortiu m Member / PSP

1.3

2 2.1

Functional Requirements - The marks will be based on the solution meeting the functional requirements of the Bank defined in meeting the functional requirements as specified in Appendix 2 -Functional Requirements for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K. The final marks will be allotted only based on the Banks reference visit and demonstration of the product during the Technical Presentation. The SI must qualify this criterion, by scoring a minimum score of 70%. Implementation Experience SI Number of consecutive years the Lead Bidder has provided Enterprise Data Warehouse solution services

Declaration on companys letterhead with seal.

Self Signed Affidavit

Page 282 of 299

Sr. No.

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI /Consortiu m Member / PSP

2.2

References where Lead Bidder has implemented the proposed Enterprise Data warehouse and ETL solution.

Letter awarding contract/ memo/ copies of invoice to prove the experience

Reference 1 Customer Name Date of Document ary Evidence

(Add more references as required) Please highlight the scope in the documents

2.3

References where Lead Bidder has implemented an Enterprise Data Warehouse solution with raw Data volumes > 5 TB. The references must be for in production data only.

Brief Scope Letter Reference awarding 1 Customer contract/ memo/ copies Name of invoice to of prove the Date Document experience ary Evidence Brief Scope

(Add more references as required) Please highlight the scope in the documents

Page 283 of 299

Sr. No.

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI /Consortiu m Member / PSP

2.4

References where Lead Bidder Letter has implemented the proposed BI awarding solution contract/ memo/ copies of invoice to prove the experience

Reference 1 Customer Name Date of Document ary Evidence

(Add more references as required) Please highlight the scope in the documents

2.5

Brief Scope References where Lead Bidder Letter Reference has implemented the proposed awarding 1 Data Mining solution Customer contract/ memo/ copies Name of invoice to Date of prove the Document experience ary Evidence Brief Scope

(Add more references as required) Please highlight the scope in the documents

Page 284 of 299

Sr. No.

Documents Requested

Details Ref Page No.

Remarks

2.6

Number of customers under Consortium Member where post implementation support has been provided for Data Quality for the last 2 years Number of customers under Lead Bidder where post implementation support for EDW and Data Mining for the last 2 years has been provided

Declaration on companys letterhead with seal.

Supporting Document Provided by SI /Consortiu m Member / PSP Self Signed Affidavit

2.7

Declaration on companys letterhead with seal.

Self Signed Affidavit

2.8

References where Lead Bidder has implemented and integrated the proposed EDW solution with a Core Banking Solution

Letter awarding contract/ memo/ copies

Reference 1 Customer Name

(Add more references as required)

Page 285 of 299

Sr. No.

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI /Consortiu m Member / PSP

2.9

References where Lead Bidder has implemented the proposed Logical Data Model in the BFSI sector. The model implemented must be for an Enterprise Data Warehouse solution only.

of invoice to Date of prove the Document experience ary Evidence Brief Scope Letter Reference awarding 1 Customer contract/ memo/ copies Name of invoice to Date of prove the Document experience ary Evidence Brief Scope Date of Document ary Evidence

Please highlight the scope in the documents (Add more references as required) Please highlight the scope in the documents

Please highlight the scope in the documents

Page 286 of 299

Sr. No.

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI /Consortiu m Member / PSP

Brief Scope 3 3.1 Implementation Experience PSP Number of EDW solution Declaration on installations provided by the PSP companys in the last three years letterhead with seal. References where PSPs EDW Letter solution has been implemented awarding contract/ memo/ copies of invoice to prove the experience Reference 1 Customer Name Date of Document ary Evidence (Add more references as required) Please highlight the scope in the documents Self Signed Affidavit

3.2

3.3

Brief Scope References where the proposed Letter Reference Data Mining solution has been awarding 1 implemented. contract/ Customer memo/ copies Name of invoice to

(Add more references as required)

Page 287 of 299

Sr. No.

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI /Consortiu m Member / PSP

of invoice to Date of prove the Document experience ary Evidence Brief Scope Reference 1 Customer Name Date of Document ary Evidence Brief Scope Reference 1 Customer Name

Please highlight the scope in the documents

3.4

References where proposed Letter solution for Data Quality solution awarding has been implemented. contract/ memo/ copies of invoice to prove the experience

(Add more references as required) Please highlight the scope in the documents (Add more references as required)

3.5

References where the proposed Letter BI (including dashboards) solution awarding has been implemented contract/ memo/ copies

Page 288 of 299

Sr. No.

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI /Consortiu m Member / PSP

3.6

References where the proposed CDC solution has been implemented.

3.7

References where the proposed ETL solution has been implemented

of invoice to Date of prove the Document experience ary Evidence Brief Scope Letter Reference awarding 1 Customer contract/ memo/ copies Name of invoice to Date of prove the Document experience ary Evidence Brief Scope Letter Reference awarding 1 contract/ Customer memo/ copies Name of invoice to Date of prove the Document experience ary Evidence

Please highlight the scope in the documents (Add more references as required) Please highlight the scope in the documents (Add more references as required) Please highlight the scope in the documents

Page 289 of 299

Sr. No.

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI /Consortiu m Member / PSP

Brief Scope 3.8 Audited or Published benchmarks Audited for proposed solution on the Published proposed hardware configuration Report. 10 TB and QpPH > 50000 or

4 4.1

5 5.1

SI Resources Number of Implementation Declaration on experts & Consultants available companys in India with the SI having more letterhead than 2 years of on-site with seal. implementation experience in the proposed solution components. Please provide breakup across the different components. Commercial Strength and Viability of the SI Business Turnover of the SI for Certified/ the last three years (Number of Audited P & L years to calculate the average and Balance will be taken as per the actual Sheets for last

Self Signed Affidavit

(Please attach P & L statements and Balance

Page 290 of 299

Sr. No.

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI /Consortiu m Member / PSP

will be taken as per the actual Sheets for last number of years in business) 3 years.

and Balance Sheets signed by the auditor for each year)

6 7 8

Reference Evaluation Presentation and Evaluation by Internal Committee Overall Technical Architecture and Integration across all solution components

CRM Solution Sr. No. 1 Evaluation Criteria Documents Requested Completed Annexure K Solution Details/Techni cal Specifications Details Ref Page No. Remarks Supporting Document Provided by SI / PSP

Requirement - The marks will be based on the proposed solution for CRM including Operational and Analytical CRM solutions meeting the technical requirements as specified in Annexure K Solution Page 291 of 299

Sr. No.

Evaluation Criteria

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI / PSP

2 2.1

Details/Technical Specifications for individual components; Product features. Each technical requirement carries marks as specified in the Annexure K. The final marks will be allotted only based on the Banks reference visit and demonstration of the product during the Technical Presentation. Implementation Experience SI Number of consecutive years the Declaration on Consortium Member has provided companys CRM implementation services letterhead with seal. References where Consortium Member has implemented Operational CRM components. Letter awarding contract/ memo/ copies of invoice to prove the experience Reference 1 Customer Name Date of Document ary Evidence Brief Scope (Add more references as required) Please highlight the scope in the documents

Self Signed Affidavit

2.2

Page 292 of 299

Sr. No. 2.3

Evaluation Criteria

Documents Requested Letter awarding contract/ memo/ copies of invoice to prove the experience Reference 1 Customer Name Date of Document ary Evidence

Details Ref Page No.

Remarks

Supporting Document Provided by SI / PSP

References where SI has implemented an Operational CRM solution for a BFSI customer with number of users > 500. The references must be for in production sites only.

(Add more references as required) Please highlight the scope in the documents

2.4

References where SI has integrated the proposed Operational CRM solution with the proposed EDW solution

Brief Scope Letter Reference awarding 1 contract/ Customer memo/ copies Name of invoice to of prove the Date Document experience ary Evidence Brief Scope

(Add more references as required) Please highlight the scope in the documents

Page 293 of 299

Sr. No. 2.5

Evaluation Criteria

Documents Requested Reference 1 Customer Name Date of Document ary Evidence Brief Scope

Details Ref Page No.

Remarks

Supporting Document Provided by SI / PSP

References where SI has Letter implemented the proposed awarding Analytical CRM solution contract/ memo/ copies of invoice to prove the experience

(Add more references as required) Please highlight the scope in the documents Self Signed Affidavit

2.6

Number of Customers under SIs post implementation support for Operational CRM for the last 2 years

Declaration on companys letterhead with seal.

Page 294 of 299

Sr. No. 2.6

Evaluation Criteria

Documents Requested Declaration on companys letterhead with seal.

Details Ref Page No.

Remarks

Number of Customers under SIs post implementation support for Analytical CRM for the last 2 years

Supporting Document Provided by SI / PSP Self Signed Affidavit

3 3.1

Implementation Experience PSP Number of consecutive years the Declaration on PSP has provided Operational companys CRM Solutions letterhead with seal. References where PSPs Letter Operational solution has been awarding implemented in a BFSI customer. contract/ memo/ copies of invoice to prove the experience Reference 1 Customer Name Date of Document ary Evidence (Add more references as required) Please highlight the scope in the documents

Self Signed Affidavit

3.2

Page 295 of 299

Sr. No.

Evaluation Criteria

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI / PSP

3.3

Brief Scope References where the proposed Letter Reference Analytical CRM solution has been awarding 1 implemented in a BFSI customer. contract/ Customer memo/ copies Name of invoice to of prove the Date Document experience ary Evidence Brief Scope

(Add more references as required) Please highlight the scope in the documents

4 4.1

SI Resources Number of Implementation experts & Consultants available in India with the SI having more than 2 years of experience in the proposed solution components. Please provide breakup across the different components. Commercial Strength & viability of the consortium Member implementing CRM Reference Evaluation

Declaration on companys letterhead with seal.

Self Signed Affidavit

P&L and Balance Sheet for the last 3 years

Page 296 of 299

Sr. No. 7

Evaluation Criteria

Documents Requested

Details Ref Page No.

Remarks

Supporting Document Provided by SI / PSP

Presentation and Evaluation by Internal Committee

Page 297 of 299

31 Annexure S - Product Licensing

Please provide the comprehensive list of software components / modules which will be a part of the overall solution stack along with their functionality and license type in the table provided below.

SoftwareComponent/ Module

Functionality

LicenseType

Page 298 of 299

32 Annexure T - Undertaking Undertaking

We have sized the proposed Hardware, Database and Application licenses based on the terms defined in the RFP. However, if the same fails to achieve the required performance as defined, we agree to supply additional hardware, database licences, software licences and support to meet the performance requirements as defined in the RFP at no incremental cost to the Bank. Yours faithfully, (Authorized signatory)

Page 299 of 299