REQUEST FOR EXPRESSION OF INTEREST (EOI) FOR SHORTLISTING OF bidders for Customer Relationship Management (CRM) Solution STATE BANK OF INDIA

Transcription

1 REQUEST FOR EXPRESSION OF INTEREST (EOI) FOR SHORTLISTING OF bidders for Customer Relationship STATE BANK OF INDIA Request for EOI No.: SBI/GITC/Analytics/ /13 Dated: Analytics Department, GLOBAL IT CENTRE, SECTOR-11, CBD BELAPUR, NAVI MUMBAI (MAHARASHTRA) 1

2 Important dates and activities S. No Particulars Requirements, Dates and Timeline 1 Date of issue of the EOI Last Date and time for submission of bidder Queries Date & time for Pre-Bid Conference :00 pm 4 Place for Pre-Bid Conference AB&R Conference Room, State Bank of India, 4 th Floor, Tower No 4, Sector 11, Railway Station Complex Building, CBD Belapur, Navi Mumbai Last Date and Time for submission of bids along with supporting documents :00 pm 6 Date, Time and Address for opening of bids 7 Address for submission of Hard copy of EOI :00 pm AB&R Conference Room, State Bank of India, 4 th Floor, Tower No 4, Sector 11, Railway Station Complex Building, CBD Belapur, Navi Mumbai Analytics Department, State Bank of India, 4 th Floor, Tower No 4, Railway Station Complex Building, CBD Belapur, Navi Mumbai id for submission of soft copy of Pre-Bid queries / Comments on EOI / EOI response document dgm.analytics@sbi.co.in Alternative id: shivam.pandey@sbi.co.in 9 Contact officials for any clarification. Rahul Raman, Chief Manager (Analytics) Ph No: Shivam Sindhu Pandey, Deputy Manager (Analytics) Ph No:

3 Table of Contents Important dates and activities 2 List of Annexures: 5 Abbreviations 6 1 Preface Information Provided For Respondent only Disclaimer Costs Borne by Respondents No legal relationship Respondent s obligation to inform itself Evaluation of offers Acceptance of terms Confidentiality 9 2 EOI Response terms EOI Closing date Earnest Money Deposit Late EOI policy Raising of queries/clarifications on Request for EOI document Modification in Request for EOI document: Extension of date of submission of EOIs Pre-Bid Meeting Format and Signing of EOI Process after submission of EOIs: Terms & Conditions Timeframe 15 3 Project Background Introduction to the SBI Project Objective Brief description of the Bidding Process 18 4 Project Details Project Scope CRM in SBI and SBI Group Solution Design End to End IT Architecture x 7 x 365 Availability Existing Infrastructure Usage 23 3

4 4.3.4 Liaison with existing SBI Group vendors/ OEMs Database Licenses Multilingual Training and Manuals/ Documentation Implementation Integration of existing infrastructure 25 5 Eligibility Criteria 28 6 Annexure Annexure 1: List of Entities Annexure 2: CRM Modules Annexure 3: CRM Features General Features Integration Capability Lead Management Campaign Management Communication Management Analytics Integration MIS and Reports Servicing Technical Requirements Annexure 4: Bid Covering Letter Annexure 5: Proposed Solution and Approach & Methodology Annexure 6: Bidder Details Annexure 7: OEM Details Annexure 8: Implementation Details Annexure 9: Checklist Annexure 10: Bank Guarantee Format for Earnest Money Deposit (EMD) 60 4

5 List of Annexures: Annexure No. Annexure 1 Annexure 2 Annexure 3 Annexure 4 Annexure 5 Annexure 6 Annexure 7 Annexure 8 Annexure 9 Annexure 10 Name List of Entities CRM Modules CRM Features Bid Covering Letter Proposed Solution and Approach & Methodology Prime Bidder Details OEM Details Implementation Details Checklist for EOI submission Bank Guarantee Format for Earnest Money Deposit (EMD) 5

6 Abbreviations Following terms are used in the document interchangeably to mean: 1 Bank means State Bank of India or SBI. 2 SBI Group means SBI, Banking and Non-Banking Subsidiaries and Joint ventures in India and outside India. 3 Prime Bidder or Bidder or Vendor or System Integrator or SI means the respondent to the EOI document who will be the entity responsible for the complete delivery of Solution and Services as scoped in this EOI. 4 EOI means the Expression of Interest document, inclusive of any clarifications/corrigenda/addenda that may be issued by the Bank. 5 DC means Data Centre, 6 DR / DRC / DRS means Disaster Recovery Site. 7 CRM or tool means Customer Relationship Management Solution inclusive of all the functionalities stated herein. 8 Bid may be interchangeably referred to as Offer. 9 Bidder, Bank shall be individually referred to as Party and collectively as Parties. 6

7 1 Preface This Expression of Interest document ( EOI document or EOI ) has been prepared solely for the purpose of enabling State Bank of India ( Bank or SBI ) to shortlist vendor for implementation of Customer Relationship Management Solution at branches and offices of the Bank and State Bank Group comprising of Banking and Non-Banking Subsidiaries and Joint ventures in India and outside India and provide Service for the same throughout the tenure of the contract. The EOI document is not a recommendation, offer or invitation to enter into a contract, agreement or any other arrangement, in respect of the Services. The provision of the services is subject to observance of selection process and appropriate documentation being agreed between the Bank and any successful bidder as identified by the Bank, after completion of the selection process, detailed in this document. Interested entities are advised to study this EOI document carefully before submitting their proposals in response to the EOI document. Submission of a proposal in response to this notice shall be deemed to have been done after careful study and examination of this document with full understanding of its terms, conditions and implications. The Bank reserves the right to negotiate, change, modify or alter any/all the terms and provisions of the EOI/agreement entered pursuant to the EOI and may request for additional information, if required from the bidder. The Bank also reserves the right to withdraw this EOI without assigning any reason and without any liability to the bidder or any other person or party. All actions taken by the bidder or any other person or party in pursuance hereof are so taken after taking into account the commercial acumen and the Bank does not guarantee or warrant suitability hereof or success to bidders/bidder or any other person or party. 1.1 Information Provided The EOI document contains statements derived from information that is believed to be true and reliable at the date obtained but does not purport to provide all of the information that may be necessary or desirable to enable an intending contracting party to determine whether or not to enter into a contract or arrangement with Bank in relation to the provision of Services. Neither Bank nor any of its directors, officers, employees, agents, representative, contractors, or advisers gives any representation or warranty (whether oral or written), express or implied as to the accuracy, updating or completeness of any writings, information or statement given or made in this EOI document. Neither Bank nor any of its directors, officers, employees, agents, representative, contractors, or advisers has carried out or will carry out an independent audit or verification or investigation or due diligence exercise in relation to the contents of any part of the EOI document. 1.2 For Respondent only The EOI document is intended solely for the information of the party interested in implementation of the CRM solution ( the Recipient or the Respondent or the bidder ) i.e. Government Organization/Public Sector Undertaking (PSU) / Limited Company/ Limited Liability Company/ Partnership Firm registered in India. 7

8 1.3 Disclaimer Subject to any law to the contrary, and to the maximum extent permitted by law, Bank and its directors, officers, employees, contractors, representatives, agents, and advisers disclaim all liability from any loss, claim, expense (including, without limitation, any legal fees, costs, charges, demands, actions, liabilities, expenses or disbursements incurred therein or incidental thereto) or damage, (whether foreseeable or not) ( Losses ) suffered by any person acting on or refraining from acting because of any presumptions or information (whether oral or written and whether express or implied), including forecasts, statements, estimates, or projections contained in this EOI document or conduct ancillary to it whether or not the Losses arise in connection with any ignorance, negligence, inattention, casualness, disregard, omission, default, lack of care, immature information, falsification or misrepresentation on the part of Bank or any of its directors, officers, employees, contractors, representatives, agents, or advisers. SBI is not committed either contractually or in any other way to the applicants whose applications are accepted. The issue of this Request for EOI does not commit or otherwise oblige the Bank to proceed with any part or steps of the process. Please Note: Since this is not a Request for Proposal (RFP) / Request for Quotation (RFQ), commercials are not required to be submitted at this stage. 1.4 Costs Borne by Respondents All costs and expenses (whether in terms of time or material or money) incurred by the Recipient/ Respondent in any way associated with the development, preparation and submission of responses, including but not limited to attendance at meetings, discussions, demonstrations, etc. and providing any additional information required by Bank, will be borne entirely and exclusively by the Recipient/ Respondent. 1.5 No legal relationship No binding legal relationship will exist between any of the Recipients/ Respondents and the Bank until execution of a contractual agreement to the full satisfaction of the Bank which will be at the sole discretion of the Bank. 1.6 Respondent s obligation to inform itself The Respondent must apply its own care and conduct its own investigation and analysis regarding any information contained in the EOI document and the meaning and impact of that information. 1.7 Evaluation of offers Each Recipient acknowledges and accepts that the Bank may, in its sole and absolute discretion, apply whatever criteria it deems appropriate in the selection of organizations, not limited to those selection criteria set out in this EOI document. The issuance of EOI document is merely an invitation to offer and must not be construed as any agreement or contract or arrangement nor would it be construed as any investigation or review carried out by a Recipient. The Recipient unconditionally acknowledges by submitting its response to 8

9 this EOI document that it has not relied on any idea, information, statement, representation, or warranty given in this EOI document. 1.8 Acceptance of terms A Recipient will, by responding to the Bank s EOI document, be deemed to have accepted the terms as stated in this EOI document. 1.9 Confidentiality The information contained in the EOI document is confidential and is not to be reproduced, transmitted, or made available by the bidder to any other party without the Bank's express written permission. The EOI document is provided to the bidder on the basis of the undertaking of confidentiality given by the bidder to the Bank. The Bank may update or revise the EOI document or any part of it. The bidder acknowledges that any such revised or amended document is received subject to the same terms and conditions as this original and subject to the same confidentiality undertaking. 9

10 2 EOI Response terms 2.1 EOI Closing date EOI response should be received by the officials indicated not later than 02:00 pm IST on 21 st October, 2015 at the below mentioned address. Deputy General Manager (Analytics), Analytics Department, State Bank of India, 4 th Floor, Tower No 4, Sector 11, Railway Station Complex Building, CBD Belapur, Navi Mumbai Maharashtra, India. Procedure for submission of EOI response is mentioned in Section 2.7. If the last date of submission of EOI response is declared as a holiday for any reason, then the last date for submission of EOI response will fall on the next working day. 2.2 Earnest Money Deposit All bidders have to submit the following and only those bids with the EMD will be considered as eligible and taken up for evaluation: S. No. Particulars Remarks 2.3 Late EOI policy 1 Non-interest EMD for Rs. 10,00,000/- refundable By way of DD favouring State Bank of India, or Bank Guarantee favouring State Bank of India, Analytics from a scheduled commercial bank in India (except SBI) as per the format provided in the Annexure 10 valid for a period of twelve months with a claim period of three months. EOI responses received after the date and time for lodgement of EOIs will be rejected by the Bank. No extensions to the timelines for any reason whatsoever will be considered. However it is at Bank s discretion to consider and evaluate any late RFP response, if deemed fit. 2.4 Raising of queries/clarifications on Request for EOI document The applicants requiring any clarification on this document should submit their written queries on or before to ids: dgm.analytics@sbi.co.in and shivam.pandey@sbi.co.in. 10

11 2.5 Modification in Request for EOI document: At any time prior to the deadline for submission of EOIs, Bank may modify any part of this document. Such change(s) if any may be in the form of an addendum/corrigendum and will be uploaded in Bank s website - or All such change(s) will automatically become part of this Request for EOI and will be binding on all applicants. Interested applicants are advised to regularly refer the Bank s URLs referred above for any updates. 2.6 Extension of date of submission of EOIs Request for extension of date for submission of EOIs will not be entertained. However, the Bank at its discretion may extend the deadline in order to allow prospective applicants a reasonable time to take the amendment/changes into account or for any other reason at its sole discretion. 2.7 Pre-Bid Meeting SBI may, at its sole discretion, organize a briefing session/pre-bid meeting to respond to the queries received by the scheduled date and time from the applicants. Pre-bid meeting will be arranged on <Date> at <Location>, CBD Belapur. If there is any change in the date, same will be communicated through SBI website(s). Applicants may also seek clarifications at the briefing session. All clarifications will be ed to the applicants or will be uploaded on Bank s website. The Bank will allow a maximum of 2 representatives from each bidder to participate in the pre-bid meeting. 2.8 Format and Signing of EOI The applicant should prepare EOI strictly as desired in this Request for EOI document EOI should be typed and submitted on A4 size paper, spirally and securely bound and with all pages therein in serial order All pages of the EOI should be signed by only the authorized person(s) of the bidder. Any interlineations, erases or overwriting shall be valid only if the person(s) signing the EOI authenticates them. The EOI should bear the rubber stamp of the applicant on each page except for the un-amendable printed literature Power of Attorney or Authorization letter from the Company should be submitted along with EOI response for the Authorized signatory Contact detail of the authorized signatory and an authorized contact person on behalf of the bidder is to be provided as under: Particulars Name Designation id Landline Authorized signatory for signing the EOI Authorized contact person 11

12 Mobile No. Fax No. Address The bidders should demonstrate that they meet all criteria given in Section 5 of this EOI The bidders should structure their response including proposed solution write-up, completed Annexure, supporting documents for eligibility along with supporting documents requested in the EOI. The EOI response should not contain any pricing or commercial information at all Bidders need to submit the EMD along with the EOI response Only those bids where EMD is furnished as required and as per the procedure will be taken up for the evaluation Bids submitted without EMD are liable to be rejected In case any discrepancy is observed between hard and soft copy, the hard copy will be considered as the base document This EOI supersedes and replaces any previous public documentation & communications, and bidders should place no reliance on such communications. 2.9 Process after submission of EOIs: All EOIs received by the designated date and time will be examined by the Bank to determine if they meet criteria/terms and conditions mentioned in this document including its subsequent amendment(s), if any and whether EOIs are complete in all respects On scrutiny, the EOIs found NOT in desired format/illegible/incomplete/not containing clear information, in view of SBI, to permit thorough analysis or failing to fulfil the relevant requirement will be rejected for further evaluation process The EMDs would be returned to the unqualified bidders post completion of the EOI shortlisting process The EMD of the shortlisted bidders will be returned only after completion of the RFP process for CRM solution In case any shortlisted bidders fail to respond to RFP to be released by the Bank or withdraws from the bidding, then the EMD submitted by the bidder in response to the EOI would be forfeited and no claim will be entertained in this regard If the DD/BG submitted to the Bank expires before the release of RFP, then the Bank shall request the shortlisted bidders to extend the validity period of the DD/BG for a reasonable period and in case the bidder fails to arrange to extend the validity period, the Bank shall forfeit the DD/BG and no claim will be entertained in this regard The shortlisted bidders should ensure that the DD/BG submitted with the response to EOI, is in force till the opening of the response of the shortlisted bidders to the RFP for CRM solution As an when necessary, bidders should extend the validity of DD/BG to ensure the above SBI reserves the right, at any time, to waive any of the requirements of this Request for EOI document if it is deemed in the interest of SBI. 12

13 If deemed necessary, the Bank may seek clarifications on any aspect of EOI from the applicant. If a written response is requested, it must be provided within the specified period, the response received after the specified period, will not be considered. However, that would not entitle the applicant to change or cause any change in the substances of their EOI document already submitted. Bank may also make enquiries to establish the past performance of the applicants in respect of similar work After examining the EOI, some or all of the applicants may be asked to make presentation to the Bank SBI may shortlist the bidders who fulfil the eligibility criteria and are agreeing to abide by the terms and conditions of the Bank. Bank s judgment in this regard will be final Bank will issue a Request for Proposal (RFP) / RFQ (Request for Quotations) to shortlisted bidders Applicants will be advised about the shortlist or otherwise. Bank s decision in this regard will be final Terms & Conditions Lodgement of an EOI is evidence of an applicant s consent to comply with the terms and condition of Request for EOI process and subsequent bidding process. If an applicant fails to comply with any of the terms, its bid may be summarily rejected Wilful misrepresentation of any fact in the EOI will lead to the disqualification of the applicant without prejudice to other actions that the Bank may take. The EOI and the accompanying documents will become property of SBI. The applicants shall be deemed to license, and grant all rights to SBI, to reproduce the whole or any portion of their product/solution for the purpose of evaluation, to disclose the contents of submission to other applicants and to disclose and/ or use the contents of submission as the basis for EOI process SBI reserves the right to accept or reject any or all EOIs received without assigning any reason therefore whatsoever and the Bank s decision in this regard will be final. No contractual obligation whatsoever shall arise from the EOI process Any effort on the part of applicant to influence evaluation process may result in rejection of the EOI SBI is not responsible for non-receipt of EOIs within the specified date and time due to any reason including postal delays or holidays in between SBI reserves the right to verify the validity of information provided in the EOIs and to reject any bid where the contents appear to be incorrect, inaccurate or inappropriate at any time during the process of EOI or even after empanelment or after award of work Applicants shall be deemed to have: I. Examined the Request for EOI document and its subsequent changes, if any for the purpose of responding to it. II. Examined all circumstances and contingencies, having an effect on their EOI application and which is obtainable by the making of reasonable enquiries. 13

14 III. Satisfied themselves as to the correctness and sufficiency of their EOI applications and if any discrepancy, error or omission is noticed in the EOI, the applicant shall notify the Bank in writing on or before the end date/time The bidder shall bear all costs associated with submission of EOI, presentation/poc desired by the Bank. Bank will not be responsible or liable for any cost thereof, regardless of the conduct or outcome of the process Applicants must advise the Bank immediately in writing of any material change to the information contained in the EOI application, including any substantial change in their ownership or their financial or technical capacity. Copies of relevant documents must be submitted with their advices Shortlisted applicants must not advertise or publish the same in any form without the prior written consent of SBI The detail scope of work will be included in the Request for Proposal (RFP) / Request for Quotation document. The requirement mentioned in the EOI document is an illustrative. Bank can add/edit/modify/delete requirements as per its discretion The bidder should be agreeable to provide to the Bank: I. All necessary functional and technical documentation (Technical specifications, Integration specifications, Application architecture/design, Integration architecture/design, Test Cases documentation for CIT/SIT/UAT, Deployment guide on infrastructure servers, and Release notes) must also be delivered with every delivery for any change The bidder is agreement with the Bank to execute the contract and NDA as per format of the Bank. The contract format along with NDA will be shared with eligible bidders in the RFP stage Subcontracting is not permitted The software development will be carried out as per standard software development processes outlined in the IT & IS policy of the Bank and taking into consideration best practices followed worldwide. The relevant policy may be shared with the shortlisted bidder at the appropriate time The Bank may decide to have mixed set of in-house and bidder s resources for sustainable good quality of software development and bidder should be agreeable to work under this setup and should agree to transfer necessary knowledge and skills to Bank personnel such as Functional Specifications, Technical specifications, Integration specifications, Application architecture/design, Integration architecture/design, Test Cases document (for CIT/SIT & UAT), Deployment guide on infrastructure servers, and Release notes are mandatory deliverables The application development/customization work carried by the bidder(s) will be subject to unit testing, system integration testing & user acceptance testing and security audit as applicable. However, no additional fees/charges would be payable by the Bank for the rectification of errors detected during the testing/audit process Maintenance support after warranty period has to be provided by the bidder as per Bank s requirement. However, the AMC cost shall be included as part of RFP/RFQ process. 14

15 While submitting the bid, the bidder is required to comply with inter alia the following CVC guidelines detailed in Circular No. 03/01/12 (No CTE/SPI (I) 2 / dated ): I. Commission has decided that in all cases of procurement, the following guidelines may be followed: II. In a tender, either the bidder on behalf of the Principal/OEM or Principal/OEM itself can bid but both cannot bid simultaneously for the same item/product in the same tender. The reference of 'item/product' in the CVC guidelines refer to the final solution that bidders will deliver to the customer. III. If a bidder submits bid on behalf of the Principal/OEM, the same bidder shall not submit a bid on behalf of another Principal/OEM in the same tender for the same item/product Bank shall have the right to cancel the EOI process itself at any time, without thereby incurring any liabilities to the affected applicants. Reasons for cancellation, as determined by SBI in its sole discretion include but are not limited to the following: 2.11 Timeframe I. Services contemplated are no longer required. II. Scope of work not adequately or clearly defined due to unforeseen circumstance and/or factors and/or new developments. III. The project is not in the best interest of SBI. IV. Any other reason Following is an indicative timeframe for the overall selection process. The Bank reserves the right to vary this timeframe at its absolute and sole discretion and without providing any notice/intimation or reasons thereof. Changes to the timeframe will be relayed to the affected Respondents during the process. Table: Timeframe Sr. No. Particulars Dates & Timelines 1 EOI Issuance Date Last Date and time for submission of bidder Queries Pre bid meeting :00 pm 4 Last Date of submission of EOI response :00 pm 5 Date for Technical Presentation To be notified at a later date 8 Tentative timeline for shortlisting of the bidders and issuance of RFP November

16 Bidders are expected to adhere to the timelines mentioned above. However, the Bank reserves the right to change the aforementioned timelines. 16

17 3 Project Background 3.1 Introduction to the SBI State Bank of India (SBI) is the largest Bank with a network of over branches for SBI and branches for five associate Banks spread across India. The Bank has presence in 36 countries across the globe. The Bank offers wide range of products and services to both Corporate and Retail Customers. The Bank also has one of the largest networks of more than 51,500+ ATMs spread across geographical locations. Bank also provides services to its customers through alternate channels such as Internet Banking, Branch Banking, Digital Branch channel, and Mobile Banking etc. To expand further reach to the customer, Bank is also forging ahead with cutting edge technologies and innovative new banking models. State Bank Group comprising of SBI, Banking and Non-Banking Subsidiaries and Joint ventures is the largest financial conglomerate of India. State Bank Group intends to improve cross sells and servicing of customers across the group by leveraging its vast network. It seeks to do so by using the best in class technology solutions that can enable an improvement in efficiency and productivity in such efforts. SBI invites Expression of Interest (EOI) from bidders wishing to be considered with the State Bank Group for supply, installation, support/services during transition, customization, integration, migration, monitoring, testing, training, acceptance, documentation, warranty support and post warranty maintenance support, if contracted, for the Customer Relationship Management (CRM) solution for the Bank. The objective of this EOI is to shortlist eligible bidders who are interested in undertaking above referred activities for the Bank (SBI and its Associate Banks, Non-Banking Subsidiaries and Joint Ventures) and have necessary capability, skills, manpower and relevant experience. 3.2 Project Objective The project aims to implement a CRM solution in order to meet the current as well as future business requirements and enable any authorised employee, business partner, agent or associate (group representative henceforth) of any of the SBI Group entities (Henceforth any reference to entity or entities would mean any of the SBI group companies e.g. SBI, Associate Banks like State Bank of Bikaner and Jaipur, Joint Ventures (JVs) like SBI General Insurance Company Limited, other subsidiaries like SBIcaps Securities Limited etc. (For full list of entities refer to Annexure 1) to cross-sell any product of the Group and cross-service any query/request/complain from any customer of any group entity within the regulatory boundary condition Such cross-selling and cross-servicing can be done by the group representative through the contact centre, branch, ATM, kiosk, mobiles, internet, s, SMSs and tablets or any other channels as and when introduced. The solution will enable the same capabilities on the selfservice customer modules such as internet banking, ATM, kiosks, mobile banking etc The existing infrastructure of the entities will be leveraged to the fullest. However, since the existing infrastructure may vary in different entities, there may be entity specific requirements which will also need to be catered to, as part of the project. The bidder is expected to understand the current & future business needs of SBI Group as well as operations & trends of Financial Services Industry in India from a CRM solution perspective 17

18 (sales, marketing & services) and propose the best suited and cost effective solution, its implementation and maintenance services to SBI Group Through this EOI document and other annexed documents, SBI has expressed some of the high-level CRM capability requirements as well as functional & technical requirements of the solution. But, it is the responsibility of the bidders to propose the most suitable and cost effective services to SBI and also, to propose the implementation plan/ methodology with the best industry practices in order to achieve the objectives of business growth through sales & marketing, distributor satisfaction through efficient services and acceptable return on investment The shortlisted bidders are expected to participate in the detailed RFP exercise. Post RFP process, the selected bidder is expected to implement CRM solution in the most suitable manner in order to address the stated objectives and business priority of SBI Group and also, to establish the business benefits / ROIs in the areas of services, sales and marketing Key drivers for the new solution are as follows: I. Robust and scalable sales, marketing & service management solution for the existing and prospective Customers as well as group representative of any of the SBI Group entities II. Seamless integration capabilities with the systems (services, data, etc.) of the Group entities along with various other applications/ systems. III. Robust architecture with accessibility via the Group entities website, the product s own User Interface and from various channels protected by the necessary security protocols and encryption requirements. IV. Ability to implement the solution in a phased manner keeping the overall timeline in mind as well as the business priorities. 3.3 Brief description of the Bidding Process The Bank has adopted a two-stage process (collectively referred to as the Bidding Process ) for the selection of bidder for the purpose of award of the Project Phase 1 Expression of Interest (EOI): This phase will focus on evaluating the eligibility, functional and technical capability of bidders as specified in this EOI Phase 2 Request for Proposal (RFP): During RFP stage, technical and commercial proposals will be invited from shortlisted bidders on the lines of EOI. Commercial proposals will be opened only for the qualified bidders, based on completion of the technical evaluation. The selected bidder will be announced by the Bank at the completion of this phase. 18

19 4 Project Details 4.1 Project Scope The scope of the work shall include the supply, implementation and installation, support/services during transition, customization, integration, migration, monitoring, testing, training, acceptance, documentation, warranty support and post warranty maintenance support, if contracted, for the Customer Relationship Management (CRM) solution for the State Bank Group (SBG) at DC, Near Site and DR Site. The CRM Solution provided should be on Enterprise License Model without any limitation on the number of users. The CRM Solution must be fully integrated with other CRM solution of Associate Banks, subsidiaries and JVs and with the Bank s Core Banking Application, Payment channel solutions, ATM Switch, Campaign manager, Analytics, IVR, other back end applications, social media and future systems. The CRM solution should have an integrated complaint/case management system, which supports registration of customer queries, service requests and complaints at multiple touch points, and allows routing, resolution and tracking of complaints. CRM solution shall access the master data repository of customer and will be fully integrated with the Group s applications. Bank is presently having bespoke applications/ modules specifically developed as per its requirements and using the same in its existing Call Centre/ branches/ delivery channels. The bidder has to carry out migration of the existing applications to the new CRM Solution provided by them. The bidder s responsibility is as under but not limited to: CRM Solution should be scalable with the increase in the number of users in the Group, number of Call centre agents and the business volumes of the Group The CRM Solution should provide all the functionalities and services presently being rendered through the existing solutions that the Bank is using and also be capable of providing additional services as per requirements of the Bank (Please refer Annexure 3). Plan the CRM implementation, discuss with Bank and obtain its approval Bidder need to procure the CRM solution and required hardware on the basis of sizing (to be provided as a part of RFP). Install and maintain hardware for all the other requisite environments such as Test & Development, Training and Migration CRM solution /applications will be hosted in the servers at Bank s premises in Mumbai or any other location as specified by the Bank. The scope of work also includes working out a Business Continuity Plan and the solution should support DR concept, so that in case of need the business operations can easily be shifted to another location with least disruption Procure all dependent software/utilities/tools that are essential for the successful implementation of the CRM solution. 19

20 4.1.6 Procure reusable APIs from the CRM solution OEM, test them and make available to the Bank for use as and when required for integrating peripheral applications. The Bank shall have unrestricted perpetual rights for use of the said APIs. The Bidder shall be responsible for getting the APIs debugged & errors fixed at no extra cost and within reasonable time, if errors are discovered when they are put to use Get the solution tested for performance using Industry Standard Performance Testing Tools. Performance will include application s capability to handle proposed number of concurrent users, transaction volumes with the available infrastructure Suggest the Data Migration strategy, get the Bank s approval and migrate data to the new platform Prepare detailed test scenarios that needs to be reviewed by the Bank team and to be submitted to the Bank team Conduct system integration testing before pilot rollout Bidder must provide one UAT and training environment also, so that the new software modules/ versions could be tested before taking to the Live-run Provide rollout plan and report on the go-live readiness Train the group representative and do the hand-holding during the initial days of migration Bidder shall provide complete MIS (Historic and Real-time) of the operational data from the CRM Solutions, as per the requirements of the bank The system should be able to integrate any external data source and should have provision to integrate with analytics and feed to the CRM Bidder must comply with IT security, IT risk and IT compliance requirements of the Bank and additionally provide the fire-wall, Server based/network based IDS and other IT Security devices and policies as per the Bank s Information Security policies. Bidder should ensure that proposed solution must be compliant with IT security, IT risk and IT compliance requirements of the Bank at all the times Help desk and ticketing VAPT (Vulnerable Assessment and penetration testing) and support in rectifying VAPT comments hardening of OS/application patches. Bidder must provide all the support required in the process of such compliance Bidder shall provide ongoing maintenance and support services for the implemented solutions (Hardware and Software) for the contract period of three years (Three years to start with an option of renewal at each of the next two consecutive years) The CRM Solution should support all the business segments of the Bank and Associates /subsidiaries. The solution should be able to cater requirements of the customer for all the product segments offered by the Bank Bank reserves its right to include any other business segment any time, as per its requirements and the CRM solution implemented should be able to support the new business requirements of the Bank in future. 20

21 Scope of work also includes providing FMS (Facility Management/Onsite Support), engineer's 24 X 7 availability and the indicative list of activities expected under FMS is as under: I. Manage Data Centre, Near-Site and DR site functions pertaining to the new application II. CRM applications on agents system and LAN management. III. CRM applications on the Branch/Administrative Office User system/sales team / outsourced team etc. IV. CRM data upload and download V. CRM connectivity with Bank s back-end applications and servers. VI. System down time log maintenance. VII. Back-up activity for all CRM databases and application servers. VIII. Upload customer data files System availability must be over 99% at all times. The Call Centre services of the Bank is available to the customer 24 x 7 x 365 and to support the services, the CRM solution should be up and running 24 x 7 x {(Scheduled operation time system downtime) / (scheduled operation time)} * 100%, where: Scheduled operation time means the scheduled operating hours of the Call Centre for the month (i.e. 24 X 7 X 30). All planned downtime on the system would be deducted from the total operation time for the month to give the scheduled operation time Planned network downtime notice: Any planned network downtime must be accompanied with a minimum 1 week notice Procure and implement Data Archival solution Man the Help Desk for L1 and L2 support for the new application. L3 support should be provided by the OEM. This support shall cover and be limited to all the issues/ queries etc. relating to the new CRM solution Assist in conducting periodical DR drills as per SBI Group s IT policies or a minimum of one in every 6 months, whichever is more stringent. At least one such drill in a year shall imply running the production from DR site for a continuous period of 5 days Maintain the system for the balance period of the contract The above is only an indicative list of tasks expected out of bidder. The scope extends to all that is essential to discharge the role of a System Integrator, whether or not stated expressly except to the extent so explicitly excluded. 4.2 CRM in SBI and SBI Group The Bank embarked with the initiative of deploying a robust, scalable and functionally rich CRM solution as part of the sbiintouch initiative close to two years back. As a part of sbiintouch initiative, Bank has shortlisted Microsoft Dynamics CRM and deployed the solution encompassing the modules Case Management, Lead Management, Campaign Management and Integration Services linked to over 10 of the Bank s applications. Following were some of the objectives of this implementation: I. Attract: Attract Gen Y customers and build brand equity with them. Enable customers to open account in digital bank in fraction of time. 21

22 II. Upsell & Cross sell: Cross sell and upsell SBI brand products and services to existing customers by generating lead and following the lead III. Lead Management: Managing leads from initiation to closure. IV. Complain Management: Address customers concerns from Digital bank and social media by connecting their concerns with SBI s complain management system V. Manage Brand: Manage the SBI brand value using social listening & sentiment analysis The current solution is utilized for 120 endpoints across 7 branches while it has been designed to seamlessly scale up to 10,000 endpoints across 600 branches. The following is a list of technologies deployed for the MS CRM implementation: I. Microsoft Windows 2012 Enterprise Edition 64bit II. Microsoft Dynamics CRM 2013 III. Microsoft.Net framework 3.4 SP1 (or above) IV. Microsoft Jscript (client side) Some of the SBI Group entities have invested in different CRM solutions like Oracle Siebel, Pivotal, etc. (Details will be provided in the RFP stage) or are in the process of procuring CRM solution. There is a need for Group to have better visibility and management into enterprise data in case of transactional systems. Standardization to a single CRM platform would enable SBG to have more efficient and robust unified processes. Additionally, there are softer advantages such as knowledge management, training and higher availability of skilled resources. This would further enable SBG to have a competitive advantage to be able to perform better customer view, implementation time, and analytics and manage highly integrated data across the entities. 4.3 Solution Design The Bank requires the solution architecture to have the following minimum capabilities/features: End to End IT Architecture The solution should have a compatible end to end IT architecture covering I. End to end solution architecture: Proposed solution should have Lead Management, Campaign management, Servicing modules, etc. II. End to end integration architecture: Bank currently have multiple Lead Management Systems among other systems across teams and subsidiaries. Proposed solution should be flexible enough to integrate with components of the existing system wherever applicable. System should be capable to do third party integration such as UIDAI, NSDL, CIBIL and TransUnion etc. III. End to end implementation strategy: Should have a clear project implementation plan. The timeframe for each steps of implementation lifecycle to be detailed out along with key activities and timelines x 7 x 365 Availability The CRM solution and other proposed solutions design and deployment architecture should be such that the system is available to users 24 x 7 x 365 throughout the year 22

23 without any down-time even during system maintenance, backups and running of any scheduled jobs Existing Infrastructure Usage The solution shall use all such compatible hardware, software, licenses, network and services available with the SBI Group that have an unexpired warranty/ AMC/ ATS Liaison with existing SBI Group vendors/ OEMs The bidder is required to liaise with the vendors of all existing applications, interfaces, delivery channels and network management of the SBI Group and draw their support in CRM solution, other applications/ utilities, interfaces and network implementation. The bidder is expected to take the responsibility of managing all the applications, interfaces, infrastructure and network and coordinate with the SBI Group s vendors to meet required SLAs in addition to providing helpdesk, facility management support, infrastructure support and system/database administrative services Database Licenses The Bank currently has an existing arrangement with Oracle for CPU/Core/Processor based enterprise RDBMS licenses. The Bank will provide necessary Oracle database (RDBMS) licenses for the CRM solution and its environmental applications through this arrangement. However, irrespective of the ownership of the Oracle (RDBMS) licenses deployed in the solution, the bidder will have to provide complete support for installation, implementation, maintenance, facilities management, database management, etc. during the period of the contract Multilingual I. The system should support multiple international (e.g. English) as well as local Indian languages (e.g. Hindi) on screen as well as in print. Users should be able to transition on screen across languages on the fly. The web-portal should facilitate the user to select the language of choice and the content should then be displayed in the language selected. II. Bidders are required to refer to the Master Circular DBOD No. Rajbhasha.BC. 25/ / dated July 2, 2012 on the Use of Hindi in Banks. The Master Circular has been suitable updated by incorporating instructions issued up to June 30, 2013 and has been placed on the RBI website ( Training and Manuals/ Documentation Bidder should provide training to personnel identified by the SB Group on functional, operational and administration of CRM Solution. Training should include training aids such as online tutorials, hard copies and soft copies of the manuals, etc. 23

24 The training program should be of required duration and with a batch size as mutually agreed by the Bank and the Solution Provider. Bidder should provide detailed training plan for this purpose. Bidder has to provide soft copies of Job Cards, User and Technical Manuals for all the functionalities/modules/hardware/tools proposed for the solution separately. In addition, all the applications/utilities should have online contextual help with search option for all the users. Bidder has to follow industry leading practice and international standard for documentation for the entire system development life-cycle. The documents and manuals should be kept up to date with proper version control during the entire contract period. Bank may require the bidder to deliver the following documents, not limited to, in hard and soft copy to Bank during the development and implementation of the solution: a. High level architecture document b. Customization retro fitment document c. Techno-functional risks and mitigation document d. Functionality traceable matrix which would provide details on the interdependence of technical components for the realization of a functionality e. Data Migration Strategy document f. Co-existence strategy document g. Day zero configuration h. DR Procedures including switch over and switch back i. Interface strategy document j. Test Plans k. Comprehensive test cases document (system integration and UAT test cases tested) l. Deployment plan document m. Change Management methodology document n. Security guide o. User Management guide including Screen layouts, Report layouts, Transaction processing rules, Operation authorization descriptions and Error correction procedure descriptions. p. Release notes q. Impact Matrix I. The captured data stored in systems should be managed and monitored regularly through appropriate data quality and integrity tools in place to ensure that the quality of the data is protected and managed effectively. II. Following Data quality tools (for real time and batch) should be in place to ensure quality and integrity of data captured, stored and managed: a. Name and Address parsing, standardization and de-duping 24

25 b. Party data matching and cleansing on party centric data fields c. Data quality profiling and monitoring d. Data validation, verification and enhancement e. Extract, Transform, Map and Load f. Comprehensive metadata management repository tool to manage metadata whereby all the modules are integrated to a single metadata management repository Implementation The detailed implementation plan with definite timelines has to be submitted by the bidder as per their Project Methodology. However, the Bank reserves the right to accept / reject the suggested approach. The Bank reserves the right to cancel the order in case delivery is not affected within the stipulated time Integration of existing infrastructure Integrations have to be done by the bidder for integrating the CRM solution and other applications/utilities with existing network, security, platform and storage infrastructure in the Bank s Data Center, Near Site and Disaster Recovery Site Network Integration The solution should integrate seamlessly with existing network infrastructure and security solutions such as Network intrusion prevention system, Network data loss prevention, etc. of the Bank. The solution should be fine-tuned to run on minimal network bandwidth Security Integration The Bank has and is in the process of implementation of/ implemented various security initiatives such as biometric authentication, two factor authentication, multi factor authentication, risk based authentication, anti-virus, privileged identity management, security vulnerability management, unified threat management, IT disaster recovery management, active directory, single sign-on, biometric authentication, including SIEM (Security Information event management) tools such as Anti Malware, Anti Phishing, etc. The bidder may need to procure such solution if the same is not available with the Bank. 25