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REQUEST FOR PROPOSAL (RFP)FOR“SELECTION OF SERVICE PROVIDER FOR SETTING UP & MANAGEMENT OF CONTACTCENTRE OPERATIONS ON MANAGED SERVICES MODEL”Bank of BarodaCustomer Experience DepartmentGround Floor, Baroda Sun TowerC-34, G-Block, Bandra Kurla ComplexBandra (East), Mumbai - 400051RFP Reference Number: BCC/CX/113/CC/02Date: 9th Dec 2021SETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODELBank of BarodaConfidentialPage 1 of 172
[A] Important DatesSr.No.ParticularsDate and Time12RFP issuance dateRFP Coordinator Name,Contact details (Bank)9.12.20211. Mr. Vipin Bhatt, Assistant General Manager2. Contact No. - 022 6759 2869/ 9930934641email: customerexperience.bcc@bankofbaroda.co.in3. Address: Bank of Baroda, Customer ExperienceDepartment, Ground Floor, Baroda Sun Tower, C-34, GBlock, Bandra Kurla Complex, Bandra (East), Mumbai 4000513Date for due diligence ofexisting CC Technology bybidderLast Date of Written requestfor Clarifications Before thePre- Application Meeting16.12.2021 to 17.12.2021.45Pre-Application Meeting6Last Date of Submission ofApplication (Closing Date)Technical Bid Opening Date7Oral presentations & productdemo at Live working sites(where Banking Process arehandled)3 PM on 21st Dec 2021Bidder to submit a maximum of -2- participant’s name,contact number, designation and e-mail ID for pre bidmeeting on customerexperience.bcc@bankofbaroda.comalong with pre-bid queries in the format mentioned inAnnexure J. 3 PM on 22nd Dec 2021 Pre bid meeting will be held online through Bank’s OnlineMeeting Platform (i.e. Microsoft Teams) Meeting invite Link will be sent by the Bank to bidder’sprovided email IDs to join the Online Meeting as per theschedule mentioned above. Bidder or their authorised representatives will have to clickthe Bank provided link (provided in the e-mail) to join theOn-Line Pre-bid meeting3 PM on 6th Jan 2022 on online portal.URL: https://www.tenderwizard.com/BOB4 PM on 6th Jan 2022 through Bank’s Online Meeting Platform,Microsoft Teams. Meeting invite Link will be sent by the Bankto bidder’s provided email IDs to join the Online Meeting as perthe schedule mentioned above.Bidders are requested to send bid submission confirmationwith their email address for attending online bid openingmeeting on customerexperience.bcc@bankofbaroda.co.in idafter RFP submission time is over.bid would be communicated separately to bidders on 2 daysprior noticeThe commercial bids of only those vendors who qualify inAnnouncement of technicaltechnical evaluation will be opened. The date for opening ofbid qualifiers and opening ofthe commercial bid would be communicated separately to the9commercial bidtechnically eligible vendors.SETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODELBank of BarodaConfidentialPage 2 of 1728
101112Bid Security(Earnest MoneyDeposit)Mode of bid submission &online portal’s URLSupport details of OnlinePortal facilitatorRs. 1,00,00,000/- (Rupees One Crore Only)Mode: OnlineURL: https://www.tenderwizard.com/BOBITI Limited, Tenderwizard Helpdesk TeamEmail: eprocurebob@etenderwizard.comPhone: 91-11-49424365Mr. Krunal Mahajan: 91-8800907637For more details, check under Contact us at home page of eprocurement portal https://www.tenderwizard.com/BOBNote: The above dates are tentative and subject to change without any prior notice orintimation. Bidders should check website www.bankofbaroda.in under Tender Section forany changes / addendums to the above schedule and/or any other changes to this RFP.Bank would not be responsible for any delayed/lack of update directly to the bidder. Biddersto confirm with Bank the time and venue -1- day prior to any of the above event.SETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODELBank of BarodaConfidentialPage 3 of 172
[B] Clarification of terms/abbreviations:Following terms are used in the document interchangeably and they mean:AbbreviationExpansionACDAutomatic Call DistributorAHTAverage Handling TimeAMAssistant ManagerAMCAnnual Maintenance ContractAPIApplication Program InterfaceATMAutomated Teller MachineATSAggregate Technical ScoreBFSIBanking, Financial Services and InsuranceBOB or BANKBank of BarodaBPOBusiness Process OutsourcingCBSCore Banking SolutionCRMCustomer Relationship ManagementCTIComputer Telephony InterfaceDNDDo not DisturbDRDisaster RecoveryEMDEarnest Money Deposit / Bid SecurityFCRFirst Call ResolutionFDsFixed DepositsHRHuman ResourcesIBAIndian Banks AssociationINRIndian RupeeIVRInteractive Voice ResponseKYCKnow Your CustomerLANLocal Area NetworkLOILetter of IntentMISManagement Information SystemPOPurchase OrderMSAMaster Service AgreementNDANon-disclosure AgreementNEFTNational Electronic Funds TransferNPVNet Present ValuePRIPrimary Rate InterfacePROPOSAL/BID/OFFERResponse to the RFP documentRBIReserve Bank of IndiaRDsRecurring DepositsRECIPIENT/RESPONDENT/BIDDERIs one who responds to this RFP documentRFPRequest for Proposal document or RFP documentRTAReal Time AdherenceRTGSReal Time Gross SettlementService Provider/VendorSuccessful bidderSETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODELBank of BarodaConfidentialPage 4 of 172
SLASMSTCOTLTPINTRAIUPSUSBWANWFMService Level AgreementShort Messaging ServicesTotal cost of OwnershipTeam LeaderTelephone Personal Identification NumberTelecom Regulatory Authority of IndiaUninterrupted Power SupplyUniversal Standard BusWide Area NetworkWork Force Management SystemConfidentiality:This document is meant for the specific use by the Company / person/s interested to participate in the current tenderingprocess. This document in its entirety is subject to Copyright Laws. Bank of Baroda expects the bidders or any person actingon behalf of the bidders strictly adhere to the instructions given in the document and maintain confidentiality of information.The bidders will be held responsible for any misuse of information contained in the document, and liable to be prosecutedby the Bank In the event that such a circumstance is brought to the notice of the Bank. By downloading the document, theinterested party is subject to confidentiality clauses.SETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODELBank of BarodaConfidentialPage 5 of 172
ContentsSection 1 Introduction . 101.1 Information Provided . 101.2 Recipients . 101.3 Confidentiality . 101.4 Disclaimer . 111.5 Costs Borne by Respondents . 111.6 No Legal Relationship . 111.7 Recipients’ Obligation to Inform Itself. 111.8 Evaluation of Offers . 111.9 Contractual commitment . 121.10Code of Conduct . 121.11Errors and Omissions . 121.12Standards . 121.13Acceptance of Terms . 12Section 2: RFP Response terms . 132.1 RFP Coordinator . 132.2 Requests for Information . 132.3 Disqualification . 132.4 Timeframe . 132.5 Language of Tender . 132.6 RFP Validity period . 142.7 RFP Response Submission Details . 142.8 Commercial Bid . 152.9 Registration of RFP Submission . 152.10Late RFP Submission Policy . 152.11Requests for Information / Clarification . 162.12Notification . 162.13Related Parties . 162.14Formats of Bids . 172.15Contract period . 17Section 3: Evaluation process . 183.1 Technical Bid Evaluation. 183.1.1 Stage B - Technical Bid Documents . 183.1.2 Technical assessment . 193.2 Stage C - Techno-Commercial Evaluation: . 213.3 Erasures or Alterations . 273.4 Offer Validity Period . 28SETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODELBank of BarodaConfidentialPage 6 of 172
3.5 Bid Security and Performance Bank Guarantee . 283.6 General Terms. 303.7 Rules for Responding to this RFP . 303.8 Price Bids . 323.9 Price Comparisons . 333.10Others . 343.11Other RFP Requirements . 363.12General Terms and Conditions . 393.13Corrupt and Fraudulent Practices . 443.14Substitution of Project Team Members . 483.15Professionalism . 493.16Adherence to Standards. 493.17Expenses . 493.18Governing Law . 493.19Limitation on promotion . 493.20Audit . 49Section 4: Background, Scope of Work . 514.1 Background . 514.2 Bank Setup . 514.3 Scope of work . 514.3.1.2.Outbound Calls . 584.3.1.3.IVR – Integrated Voice Response . 624.3.2.Customer Segmentation . 694.3.3.New initiatives at Contact Centre . 694.3.4.Customer Relationship Management (CRM) . 694.3.5.Integration with Bank’s back-end applications. 704.3.6.Setting up the operations of the New Center . 714.3.6.1.Plan for Locations. 724.3.6.1.2. Contact Centre Infrastructure to be provided by the Service Provider . 734.3.6.2. Specific use by Respondent only . 884.3.6.3.Plan for Multiple Service Providers. 894.3.6.4.Capacity . 894.3.6.5.Forecasting . 894.3.9.Data Integration . 914.3.12.Payment Terms . 924.3.18.Role of Bank’s Staff Members in Managerial Positions . 984.3.19.Contact Centre Timings . 99Section 5 - Service Requirements . 102SETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODELBank of BarodaConfidentialPage 7 of 172
5.1.Manpower Profile . 1025.2.Ratio of CSAs, Sr. CSAs, Voice CSEs, Non Voice CSEs, TLs and AMs . 1055.3.Number of Agents: . 1055.4.Training. 1065.5.Due diligence on employees before appointment & Staff Retention Program . 1075.6.Assessment & Remedial Action. 1085.7.Quality Management . 1085.8.Industrial relations and discipline . 1085.9.Remuneration/Facilities to employees of Service Provider . 1095.10.Insurance Coverage . 1095.11.Compliance to labour laws . 1095.12.Prevention of Harassment to Women Employees . 1095.13.Governance and Management. 110Section 6 - Service Level Agreement Compliance, Liquidity Damage and Penalties . 1116.1. Service Level Agreement . 1116.2. Key Performance Indicator (KPI) Parameters . 1206.3. Reporting Tool to calculate Performance Parameter . 1236.4. Overall Penalty: . 1246.5. Penalty and Liquidated Damages: . 1246.6. No outsourcing by vendor . 125Section 7 - Instructions to Bidders for E Tendering . 1267.1 General Instructions . 1267.2 Tenderwizard Help Desk. 1267.3 Downloading of Tender Document . 1267.4 Preparation & Submission of Bids . 1277.5 Do’s and Don’ts for Bidder . 127Section 8- Guidelines to Bidders for Electronic Tendering System . 1288.1 Pre-requisites to participate in the Tenders . 1288.2 Preparation of Bid & Guidelines for Digital Certificate. 1288.3 Recommended Hardware and Internet Connectivity . 1298.4 Steps to participate in the e-Tenders . 129 Online viewing of Detailed Notice Inviting Tenders . 129 Download of Tender Documents . 129 Online Submission of Tender . 129 Close for Bidding . 129 Online Final Confirmation . 130 Short listing of Bidders for Commercial Bidding Process . 130 Opening of the Commercial Bids . 130SETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODELBank of BarodaConfidentialPage 8 of 172
Tender Schedule (Key Dates) . 130Section 9 Annexure and Appendices . 131Annexure 01 - Table of Contents. 131Annexure–A - Covering letter . 132Annexure B - Bid Security Letter . 133Annexure B2 - Account Details for refund of Bid Security (EMD). 136Annexure C – Particulars of Technical Criteria . 137Annexure-E Commercial Evaluation Format . 156Annexure F Technical Evaluation Template . 159Annexure- GCompliance Certificate . 163Annexure H - Performance Guarantee . 164Annexure- I – Certificate from Bank or Government /PSU Client . 167Annexure J – Pre-Bid Queries Form . 168Annexure K –Conformity Letter . 169Annexure L – Masked Commercial Evaluation Format. 170SETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODELBank of BarodaConfidentialPage 9 of 172
Section 1 Introduction1. 1 Introduction and DisclaimerSubsequent to the Request For Qualification (RFQ) no BCC/CX/113/CC/01 dated08/10/2021 Bank is now issuing this Request for Proposal (RFP) document solely for thepurpose of enabling Bank of Baroda (“the Bank”) in selection of Service Provider for settingup and management of Contact Centre Operations on Managed Services Model.The RFP document is not a recommendation, offer or invitation to enter into a contract,agreement or any other arrangement, in respect of the solution. The provision of the solutionis subject to observance of selection process and appropriate documentation being agreedbetween Bank and the successful bidder as identified by the Bank, after completion of theselection process as detailed in this document.1.1 Information ProvidedThe RFP document contains statements derived from information that is believed to betrue and reliable at the date obtained but does not purport to provide all of the informationthat may be necessary or desirable to enable an intending contracting party to determinewhether or not to enter into a contract or arrangement with the Bank in relation to theprovision of services. Neither the Bank nor any of its directors, officers, employees, agents,representative, contractors, or advisers gives any representation or warranty (whether oralor written), express or implied as to the accuracy, updating or completeness of anywritings, information or statement given or made in this RFP document. Neither the Banknor any of its directors, officers, employees, agents, representative, contractors, oradvisers has carried out or will carry out an independent audit or verification orinvestigation or due diligence exercise in relation to the contents of any part of the RFPdocument.1.2 RecipientsThe RFP document is intended for the information of the party (ies) to whom it is issued (“theRecipient” or “the Respondent”) and no other person or organization.1.3 ConfidentialityThe RFP document is confidential and is not to be reproduced, transmitted, or madeavailable by the Recipient to any other party without Bank’s express written permission. TheRFP document is provided to the Recipient on the basis of the undertaking of confidentialitygiven by the Recipient to the Bank. The Bank may update or revise the RFP document orany part of it. The Recipient acknowledges that any such revised or amended document isreceived subject to the same terms and conditions as this original and subject to the sameconfidentiality undertaking.SETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODELBank of BarodaConfidentialPage 10 of 172
The Recipient will not disclose or discuss the contents of the RFP document with any officer,employee, consultant, director, agent, or other person associated or affiliated in any way withthe Bank or any of its customers or suppliers without the prior written consent of the Bank.1.4 DisclaimerSubject to any law to the contrary, and to the maximum extent permitted by law, the Bankand its officers, employees, contractors, agents, and advisers disclaim all liability from anyloss or damage (whether foreseeable or not) suffered by any person acting on or refrainingfrom acting because of any information including forecasts, statements, estimates, orprojections contained in this RFP document or conduct ancillary to it whether or not the lossor damage arises in connection with any negligence, omission, default, lack of care ormisrepresentation on the part of the Bank or any of its officers, employees, contractors,agents, or advisers.The Bank and its officers, employees, contractors, agents and advisers disclaim any liability,pecuniary or otherwise that may accrue or arise from any loss or damage (whetherforeseeable or not) suffered by any person acting on or refraining from acting due to theinformation contained herein and/or by virtue of copying, adopting, reproducing, any of thematerial which may be the copyright material or any other Intellectual Property of a third partywho may claim ownership of the same.1.5 Costs Borne by RespondentsAll costs and expenses incurred by Respondents in any way associated with thedevelopment, preparation, and submission of responses, including but not limited toattendance at meetings, discussions etc. and providing any additional information requiredby the Bank, shall be borne entirely and exclusively by the Respondent.1.6 No Legal RelationshipNo binding legal relationship shall exist between any of the Respondents and the Bank untilexecution of a contract to the full satisfaction of the Bank.1.7 Recipients’ Obligation to Inform ItselfIt is the Recipient’s responsibility to conduct necessary investigation and analysis regardingany information contained in the RFP document and the meaning and impact of thatinformation.1.8 Evaluation of OffersIndicative evaluation process has been specified in Section 3 of this document. However, asa condition of responding, each Recipient acknowledges and accepts that the Bank in itsabsolute discretion may apply whatever selection criteria it deems appropriate in finalizingthe Service Provider, not limited to those selection criteria set out in this RFP document.The issuance of RFP document is merely an invitation to offer and must not be construedas any agreement or contract or arrangement nor would it be construed as any investigationSETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODELBank of BarodaConfidentialPage 11 of 172
or review carried out
REQUEST FOR PROPOSAL (RFP) FOR "SELECTION OF SERVICE PROVIDER FOR SETTING UP & MANAGEMENT OF CONTACT CENTRE OPERATIONS ON MANAGED SERVICES MODEL" Bank of Baroda Customer Experience Department Ground Floor, Baroda Sun Tower C-34, G-Block, Bandra Kurla Complex Bandra (East), Mumbai - 400051 RFP Reference Number: BCC/CX/113/CC/02
