Customer Service Section Strategic Planning and Development Wing Head Office Bangalore Phone – 080 22115526 FAX -- 080 22115571 E mail - [email protected] Offers are invited from Canara Bank for conducting Incognito Visits to Shikhar and non Shikhar branches of Canara Bank to study Customer Service, Customer Satisfaction and to conduct compliance audit at all its Shikhar Branches Offers are invited under Two Bid System from the Service providers who are interested (a) to conduct the incognito visits to branches to study the level of customer service, customer satisfaction in 20% of Non- Shikhar Branches, (b) to conduct the incognito visits to branches to study the level of customer service, customer satisfaction in 100% of Shikhar Branches and to conduct compliance audit at all its Shikhar branches of the Bank. The details are furnished in the Bank’s website “http://www.canarabank.com. The necessary application forms may be obtained from the above mentioned office or downloaded from the Bank’s website. Last date for submission is 27/03/ 2015. Further communication, corrigendum, amendments if any will be hosted in Bank’s website only. Sd/ Sunil Kurtkoti General Manager S P & D Wing Head Office, Bangalore Place : Bangalore Date : 25.02.2015 1 Head Office Bangalore RFP FOR CONDUCTING INCOGNITO VISITS TO BRANCHES OF CANARA BANK TO STUDY CUSTOMER SERVICE, CUSTOMER SATISFACTION IN (a) 20% OF NON SHIKHAR BRANCHES (b) 100% OF SHIKHAR BRANCHES AND TO CONDUCT COMPLIANCE AUDIT OF ALL SHIKHAR BRANCHES SCHEDULE OF ACTIVITIES AND EVENTS RFP Reference SPD CSS 01/2014-15 Date of issue of the RFP 25/02/2015 Last date and time for submission of Queries by 11/03/2015 3.00 p.m the Bidder Date & time for Pre- Bid Meeting 14/03/2015 3.00 p.m Date for publishing clarifications on Website 18/03/2015 Last Date and Time for submission of 27/03/2015 3.00 p.m BIDs:Eligibility criteria,Technical & Financial proposal Place for Submission of Bids and Address for CUSTOMER SERVICE SECTION communication Strategic Planning and Development Wing 4 th Floor Canara Bank Head Office 112 J C Road Bangalore 560002 Email – [email protected] [email protected] Date and Time of opening of Eligibility criteria 27/03/2015 4.00 p.m & Technical Bids Bid Document Price/RFP price - Non refundable Rs.10000/-(Rupees ten thousand only) Earnest Money Deposit Rs.200000/- (Rupees Two lakhs only) Date and Time of opening of Financial Bid Will be informed to the short listed bidder. 2 HEAD OFFICE, BANGALORE REQUEST FOR PROPOSAL FOR (A)CONDUCTING INCOGNITO VISITS TO BRANCHES OF CANARA BANK TO STUDY CUSTOMER SERVICE, CUSTOMER SATISFACTION IN 20% OF NON SHIKHAR BRANCHES (B) CONDUCTING INCOGNITO VISITS TO BRANCHES OF CANARA BANK TO STUDY CUSTOMER SERVICE ,CUSTOMER SATISFACTION IN 100% OF SHIKHAR BRANCHES AND TO CONDUCT COMPLIANCE AUDIT AT ALL THE SHIKHAR BRANCHES OF CANARABANK UNDER TWO BID SYSTEM The details are furnished in the Bank’s website “http://www.canarabank.com. The necessary application forms may be obtained from the above mentioned office or downloaded from the Bank’s website. Last date for submission is 27/03/ 2015. Issued By: Strategic Planning and Development Wing Telephone : 080 22115526 Head Office, 112 J C Road Fax : 080 22115571 Bangalore - 560002 E-mail :[email protected] [email protected] 3 REQUEST FOR PROPOSAL INVITING OFFERS IN TWO BID SYSTEM FOR a) CONDUCTING CUSTOMER SERVICE, CUSTOMER SATISFACTION STUDY IN 20% OF NON SHIKHAR BRANCHES (b) CONDUCTING CUSTOMER SERVICE,CUSTOMER SATISFACTION STUDY IN 100% OF SHIKHAR BRANCHES AND TO CONDUCT COMPLIANCE AUDIT AT ALL THE SHIKHAR BRANCHES OF CANARA BANK The offer document consists of the following: TECHNICAL BID : i)RFP inviting offers: a) to conduct study on customer Service and customer satisfaction of 20% of the Non Shikhar branches (980 branches- Circlewise list enclosed) b) to conduct study on customer service and customer satisfaction of all the Shikhar Branches(600 branches-Circlewise list enclosed) and to conduct Compliance audit at all the 600 Shikhar Branches ii) Instruction to bidders iii) Terms and Conditions FINANCIAL BID Rate for the services offered for a and b separately All the above mentioned documents are to be submitted to the Bank duly signed by the bidders on all pages. 4 Request for proposal for a) conducting Incognito Visits to study the level of Customer Service, customer satisfaction in 20% of the Non Shikhar branches (b) conducting incognito visits to study the level of customer service, customer satisfaction in 100% of Shikhar branches and to conduct compliance audit at all Shikhar branches of Canara Bank Customer Service Section Strategic Planning and Development Wing Head Office, Bangalore-560 002 Phone – 080 22115526 FAX -- 080 22115571 E mail—[email protected] [email protected] Canara Bank intends to procure services of the Service providers interested (a) to conduct incognito visits to study the level of customer service and customer satisfaction in 20% of the Non Shikhar branches, (b) to conduct incognito visits to study the level of customer service and customer satisfaction in 100% of the Shikhar branches of Canara Bank under all its Circles (Pan India) and to conduct compliance audit in these Shikhar branches on a prescribed format. This document is meant to provide information only and upon the express understanding that recipients will use it only for the purpose set out above. It does not purport to be all inclusive or contain all the information about the study to be carried out. No representation or warranty, expressed or implied, is or will be made as to the reliability, accuracy or the completeness of any of the information contained herein. It shall not be assumed that there shall be no deviation or change in any of the herein mentioned information. By acceptance of this document, the recipient agrees that any information herewith will be superseded by any subsequent written information on the same subject made available to the recipient by or on behalf of CANARA BANK. Accordingly, interested recipients should carry out an independent assessment and analysis of the requirements of incognito study, compliance audit and of the information, facts and observations contained herein. 5 1.Instructions to Bidders PRE-QUALIFICATION /ELIGIBILITY CRITERIA FOR BIDDERS SL Criteria Documents to be submitted No. 1.1 Bidder should be a registered Company in Copy of the Certificate of Incorporation and India under Companies Act 1956 and Certificate of Commencement of Business. should have been in the field of ( Experience certificate if any - proof of experience conducting field survey for at least three for 3 years in survey field) years as the date of RFP 1.2 The Bidder must be in a position to Documents to be produced conduct the survey pan India. 1.3 The Methodology to be adopted to A brief Documents to be produced ( Proof of conduct the study and adopted in earlier experience for 3 years in Survey field) studies must be scientific and statistically recognized, proven and margin of error must be mentioned. 1.4 Name of the organizations/Company Name of the client where similar works have been carried Number of Locations out earlier must be mentioned Type of Study Scope of Project Name of the person who can be referred to from clients’ side, with Name, Designation, Postal Address, Phone, Mobile no, Fax Number and E-mail Ids, etc., The Bank reserves the right to approach such Companies while evaluating the Technical Bid. 1.5 Bidder or its wholly owned Parent Audited Financial Statements to be submitted for Company should have maintained the last three years. Latest Income Tax return is to Positive Net Worth during the last three be submitted. financial years. 1.6 The Bidder should have strong Documentary Proof to be produced. organizational strength to undertake and execute projects including hardware, software, networking, system integration etc 1.7 Bidder should also have internal control Copy of the latest Audit Report. and audit measures in place 1.8 Bidder should not have been blacklisted Self Declaration by any PSU Bank / IBA / RBI 1.9 Neither the Bidder nor its promoters and Auditors Certificate / Self Declaration Directors should be defaulters to any financial institution. The Bidder should not have been reported against by any 6 Public Sector Bank to Indian Banks’ Association for any malpractice, fraud, poor service etc., ( Those who fulfill the above requirements , shall be shortlisted by the Bank. Preference shall be given to those Company/Service provider who have conducted similar survey in PSBs/Private Banks/Govt. of India Offices/ Private Companies etc.) 1.10. With respect to the technical requirements of the RFP, the following should be ensured – 1.10.1 The Agency should have the ability to deploy the manpower across the country wherever the branch locations are present 1.10.2 The Agency should have the ability to deploy manpower which can communicate and complete the survey/ compliance audit in English, Hindi and the local language 1.10.3 The Agency should have the appropriate manpower to manage the compliance auditors and to conduct the required analysis 1.10.4 The Agency should deploy qualified and trained manpower to conduct the survey/ compliance audit 1.10.4.1 The field level functionaries and compliance auditors may have minimum qualification of +2 ( Second PUC ) who should be in a position to carry out the survey in English and the Regional Languages. The contact Questionnaire on Shikhar and non Shikhar Branches to be administered to the