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Request for Proposal [RFP] Request for Proposal [RFP] For “Engagement of Vendor for End to End Management of Enterprise Wide Loyalty Program” UCO BANK, Head Office-2 Department of Information Technology 7th Floor, 3 & 4 DD Block, Sector -1 Salt Lake, Kolkata-700 064 RFP REF NO: DIT/MTBD/RFP/5604/2019-20 Date: 06/03/2020 The information provided by the bidders in response to this Request for Proposal (RFP) will become the property of UCO Bank and will not be returned. The Bank reserves the right to amend, cancel, rescind or reissue this RFP and all amendments will be advised to the bidders and such amendments will be binding upon them. The Bank also reserves its right to accept or reject any or all responses to this RFP without assigning any reason whatsoever. This document is prepared by UCO Bank for its RFP for “Engagement of Vendor for END TO END MANAGEMENT OF REWARDZ AND LOYALTY PROGRAM FOR BANK‟S CUSTOMERS”. It should not be reused or copied or used either partially or fully in any form. RFP Ref. No.: DIT/MTBD/RFP/5604/2019-20, Dated: 06.03.2020 Page: 1 / 71 Disclaimer The information contained in this Request for Proposal (“RFP”) document or information provided subsequently to bidders or applicants whether verbally or in documentary form by or on behalf of UCO Bank (or Bank), is provided to the bidder(s) on the terms and conditions set out in this RFP document and all other terms and conditions subject to which such information is provided. This RFP document is not an agreement and is not an offer or invitation by UCO Bank to any parties other than the applicants who are qualified to submit the bids (hereinafter individually and collectively referred to as “Bidder” or “Bidders” respectively). The purpose of this RFP is to provide the Bidders with information to assist the formulation of their proposals. This RFP does not claim to contain all the information each Bidder require. Each Bidder may conduct its own independent investigations and analysis and is free to check the accuracy, reliability and completeness of the information in this RFP. UCO Bank makes no representation or warranty and shall incur no liability under any law, statute, rules or regulations as to the accuracy, reliability or completeness of this RFP. The information contained in the RFP document is selective and is subject to updating, expansion, revision and amendment. It does not purport to contain all the information that a Bidder require. UCO Bank does not undertake to provide any Bidder with access to any additional information or to update the information in the RFP document or to correct any inaccuracies therein, which may become apparent. UCO Bank reserves the right of discretion to change, modify, add to or alter any or all of the provisions of this RFP and/or the bidding process, without assigning any reasons whatsoever. Such change will be published on the Bank's Website and it will become part and parcel of RFP. UCO Bank in its absolute discretion, but without being under any obligation to do so, update, amend or supplement the information in this RFP. UCO Bank reserves the right to reject any or all the expression of interest / proposals received in response to this RFP document at any stage without assigning any reason whatsoever. The decision of UCO Bank shall be final, conclusive and binding on all the parties. RFP Ref. No.: DIT/MTBD/RFP/5604/2019-20, Dated: 06.03.2020 Page: 2 / 71 Brief Sl. No. Description Details 1. RFP No. and date DIT/MTBD/RFP/5604/2019-20, Dated: 06.03.2020 2. Brief Description of the RFP This RFP is being floated for selection of vendor for end to end management of rewards and loyalty program for Bank‟s customers. Procurement Cell, DIT 7th Floor, UCO Bank Head Office-2 3&4 DD Block, Salt Lake Bank‟s Address for Sector-1 3. Communication and Kolkata- 700064 Submission of Tender West Bengal Telephone: 033-4455-8426/7865/7313 Email: [email protected] [email protected] 4. Date of Issue 06-03-2020 Last Date of Submission of 5. 16-03-2020, 12:00 Noon. Queries for Pre Bid Meeting 6. Date of Pre Bid Meeting 17-03-2020, 03:00 PM 7. Last Date of Submission of 03-04-2020, 03:30 PM Bids 8. Date and time of Opening 03-04-2020, 04:00 PM of Part A- Conformity to Eligibility Criteria. 9. Date and time of Opening Will be intimated at a later date. of Part-B- Technical Proposal. 10. Date and time opening of Will be intimated at a later date. price/Commercial bid 11. Application Fees (Not Rs.5000 + GST @ 18%) Refundable) 12. Earnest Money 10,00,000/- (Rupees Ten Lakhs only) Deposit(Refundable) This document can be downloaded from Bank‟s website https://www.ucobank.com/English/tenders.aspx In that event, the bidders should pay the Application Fee for tender document by means of DD, drawn on any scheduled Commercial Bank for the above amount in favor of UCO Bank, payable at Kolkata and submit the same along with the Bid document. RFP Ref. No.: DIT/MTBD/RFP/5604/2019-20, Dated: 06.03.2020 Page: 3 / 71 Abbreviations used in this Document: 1 AMC Annual Maintenance Contract 2 BG Bank Guarantee 3 DD Demand Draft 4 DIT Department of Information Technology 5 EMD Earnest Money Deposit 6 HO Head Office 7 LAN Local Area Network 8 LD Liquidated Damage 9 ME Merchant Establishment 10 MDR Merchant Discount rate 11 NEFT National Electronic Funds Transfer 12 NI Act Negotiable Instruments Act 13 OEM Original Equipment Manufacturer 14 OS Operating System 15 POC Proof of Concept 16 POS Point of Sale 17 RFP Request For Proposal [Inter-alia the term „Tender‟ is also used] 17 RTGS Real Time Gross Settlement 18 VAT Value Added Tax 19 GST Goods and Services Tax RFP Ref. No.: DIT/MTBD/RFP/5604/2019-20, Dated: 06.03.2020 Page: 4 / 71 LIST OF CONTENTS 1. ABOUT THE BANK ......................................................................................................................... 2. ELIGIBILITY CRITERIA .................................................................................................................. 3. DISCLAIMER ................................................................................................................................... 4. SCOPE OF WORK .......................................................................................................................... 4.1 REWARD POINTS MANAGEMENT .............................................................................................. 4.2 TECHNOLOGY PLATFORM: LOYALTY ENGINE ...................................................................... 4.2.1 PROCESSING CAPACITY: .............................................................................................................. 4.2.2 ALGORITHMS: ................................................................................................................................. 4.3 INTELLIGENCE: .............................................................................................................................. 4.4 CUSTOMER MANAGEMENT: ....................................................................................................... 4.5 CUSTOMER INTERACTION CENTRE MANAGEMENT ............................................................. 4.6 REDEMPTION .................................................................................................................................. 4.6.1 REWARDS CATALOGUE: ................................................................................................................... 4.6.2 REDEMPTION FULFILLMENT: ........................................................................................................... 4.8 REPORTING AND ANALYTICS ......................................................................................................... 4.9 MARKETING, CREATIVE DEVELOPMENT AND CAMPAIGN MANAGEMENT ................... 4.10 MIGRATION ........................................................................................................................................ 4.11 DATA SECURITY SYSTEM & DATA BACKUP ........................................................................... 4.12 AUDIT TRAIL ...................................................................................................................................... 4.13 INTERFACE/ DASHBOARD FOR ADMIN: ................................................................................... 5. DELIVERY PERIOD: .......................................................................................................................... 6. SERVICE LEVEL AGREEMENT AND PENALTY ........................................................................ 7. ADDITIONAL INFORMATION FOR BIDDERS ............................................................................. 7.1 PENALTIES DUE TO DELAY IN LAUNCH ................................................................................... 7.2 PENALTY FOR NON-PERFORMANCE: ....................................................................................... 7.3 RECOVERY OF PENALTY ............................................................................................................... 8. PENALTY FOR LOSSES/BREACHES........................................................................................... 9. BID SECURITY AND COST OF RFP .............................................................................................. 10. TERMINATION FOR DEFAULT: ..................................................................................................... 11. EFFECT OF TERMINATION ...........................................................................................................
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