SBI Enpanelment

REQUEST FOR EMPANELMENT (RFE)
OF
STARTUPS, FINTECHS, AND DIGITAL CAPABILITY
PARTNERS (DCPs)
FOR
DEVELOPMENT, CUSTOMIZATION, AND
INTEGRATION OF DIGITAL SOLUTIONS
Ref: SBI/CC/DB&T/DB&T-Retail/TI&SP/RFE/2024-25/02
Date: 22/07/2024
Name and Address of the Principal Office:
Deputy General Manager (T, I, & Spl. Projects),

Digital Banking &Transformation - Retail,
State Bank of India, Corporate Centre,
Plot No. D-41/1, 2nd Floor,
TTC Industrial Area, MIDC Turbhe,
Navi Mumbai-400705
RFE for onboarding of Startups, Fintechs and DCPs
Schedule of Events
Sl. Particulars Remarks

No.
1 Contact details of issuing Deputy General Manager
department (T.I and Special Projects)
Digital Banking &Transformation - Retail
State Bank of India,
Corporate Centre,
Plot No. D-41/1, 2nd Floor,
TTC Industrial Area, MIDC Turbhe, Navi
Mumbai. Pin code: 400705
Phone: 022-39545809
2 RFE Document AvailabilityThis is an open RFE and will be published both

including online/ Print on:
changes/amendments if anye-tendering website - https://etender.sbi/SBI/
to be issued Bank website - https://bank.sbi
Newspaper Publication
3a Last date for requesting Any clarification/queries pertaining to RFE
clarification process beyond 07/08/2024, 5:00 PM will not be
entertained on e-tender portal.
(https://etender.sbi/SBI/)
All communications regarding points / queries

requiring clarifications shall be submitted on
https://etender.sbi portal only
3b Clarifications & If deemed necessary, the Bank may seek
Amendments clarifications on any aspect from bidders.
However, that would not entitle the bidder to
Change or cause any change in the substances of
the bid already submitted. The bidder may be
asked to give presentation for the purpose of
clarification of the bid.
5 Last date and time for Bid Up to 5:00 PM (time) on 23/08/2024 (date)
submission
6 Address for submission of Address for submission of Bids -
Bids and contact details for https://etender.sbi/SBI/
vendor support
Vendor Support (Email ID & Contact Details) -
[email protected]
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Sr. Name Mobile No. Email ID

No
1 Utkarsh Pal 6352632098 [email protected]
2 Mubassera 7859800621 [email protected]
Mansuri
3 Sandhya 6352631968 [email protected]
Vekariya
4 Trupti Patel 6352631766 [email protected]
7 Bidder Contact Bidder to provide following information:

Details 1. Name of the Company
2. Contact Person
3. Mailing address with Pin Code
4. Telephone number and Fax Number
5. Mobile Number
6. e-mail ID
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Part-I
S.N. INDEX PAGE NO.

1 INVITATION TO BID 6
2 DISCLAIMER 7
3 DEFINITIONS 9
4 ELIGIBILITY CRITERIA 10
5 EVALUATION CRITERIA 14
6 SCOPE OF WORK 15
7 EMPANELMENT PERIOD 17
8 CLARIFICATION AND AMENDMENTS ON RFE 17
9 CONTENTS OF BID DOCUMENTS 18
10 BID PREPARATION AND SUBMISSION 18
11 DEADLINE FOR SUBMISSION OF BIDS 20
12 MODIFICATION AND WITHDRAWAL OF BIDS 20
13 BID INTEGRITY 20
14 BIDDING PROCESS FOR EMPANELMENT 20
15 TECHNICAL EVALUATION 21
16 CONTACTING THE BANK 21
17 WAIVER OF RIGHTS 21
18 BANK’S RIGHT TO ACCEPT ANY BID AND TO REJECT 21
ANY OR ALL BIDS
19 SERVICES 22
20 RIGHT TO VERIFICATION 22
21 SUB-CONTRACTING 22
22 VALIDITY OF EMPANELMENT 22
23 LIMITATION OF LIABILITY 23
24 CONFIDENTIALITY 23
25 BIDDER’S OBLIGATIONS AS BIDDER 23
26 INTELLECTUAL PROPERTY RIGHTS AND OWNERSHIP 24
27 CONFLICT OF INTEREST 24
28 CODE OF INTEGRITY AND DEBARMENT/BANNING 26
29 DISPUTE/ ARBITRATION 28
30 GOVERNING LANGUAGES 28
31 NOTICES 28
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Part-II
APPENDIX INDEX
A BID FORM
B EVALUATION CRITERIA
C BIDDER’S ELIGIBILITY CRITERIA
D BIDDER DETAILS
E NON-DISCLOSURE AGREEMENT
F TECHNICAL CAPABILITY REQUIREMENTS & SCOPE OF WORK
G PROFORMA OF CERTIFICATE TO BE ISSUED BY THE BANK
AFTER SUCCESSFUL COMMISSIONING AND ACCEPTANCE OF
THE SOFTWARE SOLUTION/ SERVICES
H QUERY FORMAT FOR BIDDERS
I FORMAT FOR SUBMISSION OF CLIENT REFERENCES
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1. INVITATION TO BID:
i. State Bank of India (herein after referred to as ‘SBI’ / ‘the Bank’), having its
Corporate Centre at Mumbai, various other offices (LHOs/ Head Offices /Zonal
Offices/Global Link Services, Global IT Centre, etc.) of State Bank of India,
branches/other offices, available at various locations and managed by the Bank
(collectively referred to as State Bank Group or ‘SBG’ hereinafter). This Request
for Empanelment (RFE) has been issued by the Bank on behalf of SBG for
empanelment of Startups, Fintechs & Digital Capability Partners (DCP).
ii. In order to meet the Software Solution/ service requirements, the Bank proposes to
invite online Bids from the eligible Bidders for empanelment as per details/scope
of work mentioned in Appendix-F of this RFE document.
iii. Bidder shall mean any entity (i.e. juristic person) who meets the eligibility criteria
given in Appendix-C of this RFE and willing to provide the Software Solution/
service as required in this RFE and subsequent Request for Quote (RFQ) to be
floated by the Bank. The interested Bidders who agree to all the terms and
conditions contained in this RFE may submit their Bids with the information desired
in this RFE. Consortium bidding is not permitted under this RFE.
iv. Address for submission of online Bids, contact details including email address for
sending communications are given in Schedule of Events of this RFE.
v. The purpose of SBI behind this RFE is to seek a detailed technical proposal for
empanelment of bidders for the Software Solution/ service desired in this RFE. The
proposed Software Solution/ Services must have the capabilities to integrate with
Bank’s existing infrastructure seamlessly, as and when the Bank desires to avail
these services under RFQs.
vi. This RFE document shall not be transferred, reproduced or otherwise used for
purpose other than for which it is specifically issued.
vii. Interested Bidders are advised to go through the entire RFE before submission of
online Bids to avoid any chance of elimination. The eligible Bidders desirous of
taking up the project for supply of proposed Software Solution/ service for SBI are
invited to submit their proposal in response to this RFE. The criteria and the actual
process of evaluation of the responses to this RFE and subsequent empanelment of
the successful Bidder(s) will be entirely at Bank’s discretion. This RFE seeks
proposal from Bidders who have the necessary experience, capability & expertise
to provide SBI the proposed Software Solution/ service adhering to Bank’s
requirements outlined in this RFE.
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viii. The RFE document shall be in two parts viz. Eligibility Evaluation & Category
Specific Technical Evaluation.
ix. A bidder may apply in more than one category provided they fulfill respective
eligibility criteria. If applying for more than one category, separate Category
Specific Technical Evaluation Form should be submitted for each applied
category.
2. DISCLAIMER:
i. The information contained in this RFE, or information provided subsequently to
Bidder(s) whether verbally or in documentary form/email by or on behalf of SBI, is
subject to the terms and conditions set out in this RFE.
ii. This RFE is not an offer by State Bank of India, but an invitation to receive
responses from the eligible Bidders.
iii. The purpose of this RFE is to provide the Bidder(s) with information to assist
preparation of their Bid proposals. This RFE does not claim to contain all the
information each Bidder may require. Each Bidder should conduct its own
investigations and analysis and should check the accuracy, reliability and
completeness of the information contained in this RFE and where necessary obtain
independent advice/clarifications. Bank may in its absolute discretion, but without
being under any obligation to do so, update, amend or supplement the information
in this RFE.
iv. The Bank, its employees and advisors make no representation or warranty and shall
have no liability to any person, including any Bidder under any law, statute, rules
or regulations or tort, principles of restitution or unjust enrichment or otherwise for
any loss, damages, cost or expense which may arise from or be incurred or suffered
on account of anything contained in this RFE or otherwise, including the accuracy,
adequacy, correctness, completeness or reliability of the RFE and any assessment,
assumption, statement or information contained therein or deemed to form or
arising in any way for participation in this bidding process.
v. The Bank also accepts no liability of any nature whether resulting from negligence
or otherwise, howsoever caused arising from reliance of any Bidder upon the
statements contained in this RFE.
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vi. The Bidder is expected to examine all instructions, forms, terms and specifications
in this RFE. Failure to furnish all information required under this RFE or to submit
a Bid not substantially responsive to this RFE in all respect will be at the Bidder’s
risk and may result in rejection of the Bid.
vii. The issue of this RFE does not imply that the Bank is bound to select a Bidder or to
empanel Selected Bidder, as the case may be, for the Project and the Bank reserves
the right to reject all or any of the Bids or Bidders without assigning any reason
whatsoever before issuance of purchase order and/or its acceptance thereof by the
successful Bidder as defined in Award Criteria and Award of Contract in this RFE.
viii. Bank reserves the right of discretion to change, modify, add to or alters any or all
of the provisions of this RFE and/or the bidding process at any stage of the process
of bidding/ RFE, without assigning any reasons whatsoever. Such change will be
published on e-tender website (https://etender.sbi/SBI/) and it will become part and
parcel of RFE.
ix. Bank reserves the right to reject any or all the RFEs received in response to this
RFE document at any stage without assigning any reason whatsoever and without
being liable for any loss/injury that Bidder might suffer due to such reason. The
decision of Bank shall be final, conclusive, and binding on all the parties directly or
indirectly connected with the bidding process.
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3. DEFINITIONS:
In this connection, the following terms shall be interpreted as indicated below:
i. “The Bank/ Bank/ SBI” ‘means the State Bank of India (including domestic
branches and foreign offices), Subsidiaries and Joint Ventures, where the Bank
has ownership of more than 50% of voting securities or the power to direct the
management and policies of such Subsidiaries and Joint Ventures.
ii. “Bidder” means an eligible entity/firm submitting the Bid in response to this
RFE.
iii. “Bid” means the written reply or submission of response online to this RFE.
iv. ‘RFE’ means Request for Empanelment published by State Bank of India for
Empanelment of Fintechs companies.
v. “Bidder/ Vendor” is the successful Bidder found eligible as per eligibility

criteria set out in this RFE, whose Bid has been accepted and who has emerged
as successful for empanelment.
vi. Software Solution/ Services/ System – “Software Solution” or “Services” or

“System” means all software products, services, scope of work and deliverables
to be provided by a Bidder as described in the RFE and include services ancillary
to the development of the solution, such as installation, commissioning,
integration with existing systems, provision of technical assistance, training,
certifications, auditing and other obligation of Bidder covered under the RFE.
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4. Eligibility Criteria
Note: The detailed Eligibility Criteria is attached as an Appendix C
1. Eligibility criteria for Indian Start-ups
a. The Department for Promotion of Industry and Internal Trade (DPIIT), Ministry of
Commerce and Industry, GOI has issued G.S.R. 127 (E) notification dated the 19th
February 2019, in supersession of the Gazette Notification No. G.S.R. 364 (E) dated
11th April 2018, as modified vide Gazette Notification No. G.S.R. 34 (E) dated 16th
Jan 2019, which states that an entity should be considered a Start-up if it fulfils all
of the following conditions. An entity shall be considered as a Start-up:
i. Up to a period of ten years from the date of incorporation / registration, if it is

incorporated as a private limited company (as defined in the Companies Act,
2013) or registered as a partnership firm (registered under section 59 of the
Partnership Act, 1932) or a limited liability partnership (under the Limited
Liability Partnership Act, 2008) in India.
ii. Turnover of the entity for any of the financial years since incorporation /
registration has not exceeded one hundred crore rupees.
iii. Entity is working towards innovation, development or improvement of
products or processes or services, or if it is a scalable business model with a
high potential of employment generation or wealth creation.
An entity shall cease to be a Start-up on completion of ten years from the date of its
incorporation / registration or if its turnover for any previous year exceeds one hundred
crore rupees.
b. Those entities which have obtained Certificate of Recognition as Start-up based on

the G.S.R Notification 127(E) dated 19.02.2019 from the Department for Promotion
of Industry and Internal Trade (DPIIT), Ministry of Commerce and Industry, GOI
shall be considered for engagement.
c. Any changes/ modifications/ amendments with respect to definition of Start-ups

issued by DPIIT through their notifications in the future will also be applicable to
the Bank’s definition of Start-ups accordingly.
d. Additional guidelines for recognition of Start-ups dated as per Government of India

notification dated 05.07.2021 are as under:
i. Merger/ Demerger/ Acquisition/ Amalgamation/ Absorption:
Resultant entity or entities formed due to merger demerger/ acquisition/
amalgamation/ absorption/will not be recognized as Startup.
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However, merger or amalgamation under section 233 of the Companies Act,

2013 between any of the following class of companies will be allowed subject
to fulfilment of norms of DPIIT Notification by the resultant company:
(a) Two or more start-up companies; or
(b) One or more start-up company with one or more small company
Where “small company” means a company, other than a public company,

 Paid-up share capital of which does not exceed fifty lakh rupees or such
higher amount as may be prescribed which shall not be more than five
crore rupees; or
 Turnover of which as per its last profit and loss account does not exceed
two crore rupees or such higher amount as may be prescribed which shall
not be more than twenty crore rupees:
For two or more merged start-up companies:

 The date of incorporation / registration of the oldest company will be
considered for calculation of the age of the company and the age of the
company to not exceed ten years from the date of incorporation /
registration
 Summation of the turnover of the merged companies for all the
operational years to not exceed one hundred crore rupees in any of the
operational years
ii. Compromise/ Arrangement: Entities formed due to compromise/

arrangement as provided under the Companies Act, 2013 will not be
recognized as Startup.
iii. Conversion: Conversion of an entity from one form to another shall not be a
bar for availing recognition subject to the fulfilment of condition provided in
sub-section (3) of section 80-IAC of the Income- tax Act, 1961.
The date of incorporation / registration of the original entity will be considered
for calculation of the age of the entity and the age of the entity to not exceed
ten years from the date of incorporation / registration
iv. Holding including foreign holding, Subsidiary including foreign

subsidiary, Joint Ventures, entities incorporated outside territory Indian
Territory:
 Holding/Subsidiary Companies will not be permitted for recognition. Any
startup becoming holding/subsidiary of any company after recognition will
be derecognized.
 Any entity formed by Joint Venture will not be recognized. Any Startup
entering any Joint Venture will be derecognized.
 Entities incorporated outside India will be ineligible for recognition
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 Shareholding by Indian promoters in the startup should be at least 51%, as

per Companies Act, 2013 and SEBI (ICDR) Regulations, 2018.
v. Name Change: Changes in the name of a recognized Startup necessitated

under the relevant provisions of the applicable Act will be permitted. The
benefits will be applicable starting from the original date of incorporation /
registration or commencement of business by the original entity, whichever is
earlier.
vi. CIN/LLPIN Change: Changes necessitated in CIN/LLPIN due to (a) change

in domicile State, or (b) due to conversion as in para-3 above, (c) change in
industry/ sector subject to cancellation of existing certificate, shall be
permitted subject to approval obtained as per the relevant act. The benefits
will be applicable starting from the original date of incorporation/registration
or commencement of business by the original entity, whichever is earlier.
Changes in CIN/LLPIN for any other reasons will not be permitted.
vii. Incorporating additional entities: Incorporating additional entities having

similar address with same production line/services and at least one common
director/ designated partner/partner will not be recognized as startup.
viii. Common directorship/partnership: Recognition of an entity having

common director/designated partner/ partner with any other entity shall be
allowed to the extent permissible under the provisions of the Companies Act,
2013. Related party transaction shall not be allowed except transactions on
arm’s length basis.
ix. Regulatory Areas: Entities operating in domains specifically prohibited by

law shall not be recognized.
x. Sole Proprietorship: A sole proprietorship is not eligible to apply for

recognition. If a sole proprietorship changes its type of entity into a type
permissible for recognition, then the recognition will be granted from date of
commencement of business of the sole proprietorship.
2. Eligibility criteria for FinTechs and other Digital Capability Partners

i. The entity should have been incorporated in India for at least two years as on
the date on which it is being considered for engagement.
ii. The entity should have a minimum net worth of Rs.100 lakh as per its latest
audited balance sheet.
iii. The entity should be engaged in innovation, development or improvement of
products or processes or services with a scalable business model having a high
potential of business generation, savings in cost of operations, reduction in
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risk, improvement in compliance, increase in operational efficiency, etc. for

the Bank and / or its subsidiaries and joint ventures through use of
contemporary and/or futuristic technologies.
iv. The entity should be using new / emerging / next generation technologies
including, but not limited to, Artificial Intelligence, Machine Learning,
Natural Language Processing, Robotic Process Automation, Blockchain,
Digital Currencies and Tokens, Internet of Things, Big Data, Predictive
Analytics, Cognitive Analytics, Nextgen Encryption and Cryptography and
Digital Marketing.
v. The product / service / solution being offered should not infringe any patent,
trademarks, copyrights, or such other Intellectual Property Rights. The entity
must ensure that the application / product / solution, code, artefacts, scripts,
etc. offered by them have been developed by them and not copied, pilfered,
hacked, transferred, or procured from any other company or individual(s).
vi. The entity should be willing to put in escrow the source code, logic, protocols,
artefact, design, architecture, code binaries, complete technical solution
documentation of the product / software / application / services including the
base and customized software and any other related items, necessary to run
the application, as per the escrow arrangement with the Bank at the beginning
of the engagement and the escrow agreement will include subsequent
enhancements as well.
vii. The entity should be agreeable to providing training and complete product
knowledge transfer to the Bank’s team.
viii. The entity should not be a defaulter of any bank / financial institution.
ix. The products/ services offered by the entity must be technologically ready for
deployment.
3. The entity should submit a declaration at the time of consideration for

empanelment as well as for RFQ / award of contract, detailing the names of
their officials, Role, Current position, date of joining, date of resignation
/superannuation/job end date.
The term official may be construed to mean Directors (including member of
Board of Directors) / Officers / Advisors / Employees / Consultants etc., who
may have held any position / role in the entity in the last five years and had also
held any post in State Bank of India (Regular / Contractual), in the past /
currently.
4. The above-mentioned eligibility criteria are illustrative in nature and not

exhaustive. Bank will have the right to include additional eligibility conditions
for assessment of Startup/FinTech/Digital Capability Partners.
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5. EVALUATION CRITERIA
The bids received in response to this RFE shall be evaluated by the Bank, as per the
evaluation matrix mentioned in Appendix B.
The bidders are required to score at least 70% of the total score in each criteria (General
and Specific). However, the Bank at its discretion may modify the cut-off scores for
one or both parameters and/ or for one or more categories. The same will be done
through corrigendum.
The bidders may be required to make a presentation/ solution demonstration for

screening or evaluation. The presentation can cover the following areas:
a. Brief about the company
b. Specialization of the bidder in various domain areas specified by the Bank
c. Proposed offerings in the specified categories, along with demonstrations
d. Business outcomes from deployment at other clients
The bidder should be in readiness to demonstrate its Product/Services under Proof of

Concept (PoC)/ Technical Evaluation (TE) while applying for RFE.
The bidders need to register themselves on the Bank’s API hub website
(https://apihub.sbi/portal/) to check the feasibility of using the readily available API’s
with the Bank.
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6. SCOPE OF WORK:
i. Through this RFE, the Bank is looking to empanel various start
up/FinTechs/Digital Capability Partner. The selection of the bidder will depend
on the Bank's requirements and the availability of relevant experience and
expertise from the bidder.
ii. The broad scope of work for inviting Request for Empanelment (RFE) for
empanelment of Start-ups/ FinTech/ DCPs Companies in various categories is
mentioned below
Sr. Category Indicative Requirement

No.
1 Preventive Fraud · Preventive Fraud Risk Management solution to
Risk Management mitigate the risk of fraudulent activities within its
(PFRM) operations.
· This solution should provide robust tools and

processes to identify, assess, and prevent fraudulent
behaviour, ensuring the integrity and security of the
organization's financial transactions and data.
2 Environmental, · Instant overview of the carbon footprint offered as
Social, and part of the mobile banking usage behaviour
Governance (ESG)
· Integrate carbon foot-printing and offsetting into
everyday banking experience.
3 Rewards · To provide an engaging and rewarding experience for
Management customers
· Fostering loyalty and increasing customer
engagement with offered rewards program.
4 Property Aggregator · Inclusion of comprehensive listings and images of
properties across India, comprising flats, individual
houses, and land parcels with a bifurcation of New and
Resale properties.
· Categorize the properties based on their approval

status from the State Bank of India (SBI) and other
major Bank / NBFC's in the industry.
· Ensure that the aggregator provides a valid RERA

registration number for the properties listed.
· Provide detailed property information, including

pricing, accurate address with postal code, total floors,
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configurations, possession date, and floor plan,

developer wise list of properties.
· Aggregator may also have capability to maintain

database management of property details and prices
with an auto-update feature.
5 Car Aggregator · Car prices to be mapped with respect to the state
when customer selects make, model, variant.
· Price and car details to be updated as per the market

and aggregator should be capable of providing
accurate and latest information as per OEM.
· Aggregator may also have capability to maintain

database management of car details and prices with an
auto-update feature.
· Inclusion of a comprehensive listings & images

encompassing various car models and their respective
variants offered by all Original Equipment
Manufacturers (OEMs).
· Display of ex-showroom and on road prices for the

aforementioned car models and variants.
6 Collection & Recovery · To automate debt collection workflows, reduce
delinquencies, and provide insights into borrower
behaviour.
· Offer segmentation and personalization using

borrower profiles and repayment patterns, multi-
channel communication
7 UPI 123 UPI services on feature phone through IVR Solution
(Interactive Voice Recognition) System.
8 Content Localization Translating/ Transliterating the interface by adapting

(Translate & images, text, and functionalities to suit the cultural
Transliterate) preference and behaviors of the target audience.
Note: The detailed Scope of Work for above categories are attached as an Appendix F (i
to viii). Failure to meet the requirements marked as Mandatory under SoW will lead to
disqualification.
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7. EMPANELMENT PERIOD:
If selected, the empanelment will be valid for a period of 3 years from the date of
empanelment. Irrespective of the period, the empanelment will deem to be operative
until close of assigned projects, and hence agencies deploying resources will be
required to ensure the availability of resources until completion of the work in hand or
till the extended period as per the respective project terms and conditions, if any project
is awarded to the empaneled vendor pursuant to RFQ or otherwise.
The Bank may conduct review of empaneled vendors at an interval decided by the Bank
and any of the conditions of this empanelment may be revisited during the review.
Based on the review, the Bank may terminate empanelment of any of the vendors. If at
any time it is found that the information provided for empanelment is false or if
irregularities shown by the bidder, Bank shall reserve the right to remove such vendors
from the empaneled list without giving any prior notice to the vendor in advance.
8. CLARIFICATION AND AMENDMENTS ON RFE:

i. Bidder requiring any clarification on RFE may notify the Bank in writing strictly as
per the format given in Appendix-H online through pre-bid event (hosted in etender
website) within the date/time mentioned in the Schedule of Events.
ii. The queries received and response of the Bank thereof will be conveyed to the
Bidders.
iii. The Bank reserves the right to amend, rescind or reissue the RFE, at any time prior
to the deadline for submission of Bids. The Bank, for any reason, whether, on its
own initiative or in response to a clarification requested by a prospective Bidder,
may modify the RFE, by amendment which will be made available to the Bidders
by way of corrigendum/addendum. The interested parties/Bidders are advised to
check the Bank’s website regularly till the date of submission of Bid document
specified in the Schedule of Events/email and ensure that clarifications /
amendments issued by the Bank, if any, have been taken into consideration before
submitting the Bid. Such amendments/clarifications, if any, issued by the Bank will
be binding on the participating Bidders. Bank will not take any responsibility for
any such omissions by the Bidder. The Bank, at its own discretion, may extend the
deadline for submission of Bids in order to allow prospective Bidders a reasonable
time to prepare the Bid, for taking the amendment into account. Nothing in this RFE
or any addenda/corrigenda or clarifications issued in connection thereto is intended
to relieve Bidders from forming their own opinions and conclusions in respect of
the matters addresses in this RFE or any addenda/corrigenda or clarifications issued
in connection thereto.
iv. No request for change in commercial/legal terms and conditions, other than what
has been mentioned in this RFE or any addenda/corrigenda or clarifications issued
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in connection thereto, will be entertained and queries in this regard, therefore will
not be entertained.
v. Queries received after the scheduled date and time will not be responded/acted
upon.
9. CONTENTS OF BID DOCUMENT:

i. The Bidder must thoroughly study/analyze and properly understand the contents of
this RFE, its meaning and impact of the information contained therein.
ii. Failure to furnish all information required in this RFE or submission of Bid not
responsive to this RFE in any respect will be at the Bidder’s risk and responsibility
and the same may finally result in rejection of its Bid. The Bank has made
considerable effort to ensure that accurate information is contained in this RFE and
is supplied solely as guidelines for Bidders.
iii. The Bid prepared by the Bidder, as well as all correspondences and documents
relating to the Bid exchanged by the Bidder and the Bank and supporting documents
and printed literature shall be submitted in English.
iv. The information provided by the Bidders in response to this RFE will become the
property of the Bank and will not be returned. Incomplete information in Bid
document may lead to non-consideration of the proposal.
10. BID PREPARATION AND SUBMISSION:

i. The Bid is to be submitted on portal of e-Procurement agency for providing
documents/information in response to the RFE No. SBI/CC/DB&T/DB&T-
Retail/TI&SP/RFE/2024-25/02 dated 22.07.2024. Documents mentioned below
are to be uploaded on portal of e-Procurement agency with digital signature of
authorised signatory:
(a) Index of all the documents, letters, bid forms etc. submitted in response to RFE
along with page numbers.
(b) Bid covering letter/Bid form on the lines of Appendix-A on Bidder’s letter
head.
(c) Specific response with supporting documents in respect of Eligibility Criteria
and technical eligibility criteria on the lines of Appendix-C & Appendix-F.
(d) Bidder’s details as per Appendix-D on Bidder’s letter head.
(e) Audited financial statement and profit and loss account statement as mentioned
in Part-II.
(f) A copy of board resolution along with copy of power of attorney (POA
wherever applicable) showing that the signatory has been duly authorized to
sign the Bid document.
(g) If applicable, copy of registration certificate issued by competent authority as
mentioned in Eligibility Criteria under Appendix-C.
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ii. Bidders may please note:
(a) The Bidder should quote for the entire package on a single responsibility basis
for Solutions/services it proposes to be empaneled for.
(b) While submitting the Bid, literature on the Solutions/services should be
segregated and kept together in one section.
(c) Care should be taken that the Bid shall not contain any price information. Such
proposal, if received, will be rejected.
(d) The Bid document shall be complete in accordance with various clauses of the
RFE document or any addenda/corrigenda or clarifications issued in connection
thereto, duly signed by the authorized representative of the Bidder. Board
resolution authorizing representative to Bid and make commitments on behalf
of the Bidder is to be attached.
(e) It is mandatory for all the Bidders to have class-III Digital Signature
Certificate (DSC) (in the name of person who will sign the Bid) from any of
the licensed certifying agency to participate in this RFE. DSC should be in
the name of the authorized signatory. It should be in corporate capacity
(that is in Bidder capacity).
(f) If deemed necessary, the Bank may seek clarifications on any aspect from the
Bidder. However, that would not entitle the Bidder to change or cause any
change in the substances of the Bid already submitted
(g) The Bidder may also be asked to give presentation for the purpose of
clarification of the Bid.
(h) The Bidder must provide specific and factual replies to the points raised in the
RFE.
(i) The Bid shall be typed or written and shall be digitally signed by the Bidder or
a person or persons duly authorized to bind the Bidder to the Contract.
(j) All the enclosures (Bid submission) shall be serially numbered.
(k) Bidder(s) should prepare and submit their online Bids well in advance before
the prescribed date and time to avoid any delay or problem during the bid
submission process. The Bank shall not be held responsible for any sort of delay
or the difficulties faced by the Bidder(s) during the submission of online Bids.
(l) The Bank reserves the right to reject Bids not conforming to above.
Page 19 of 68
11. DEADLINE FOR SUBMISSION OF BIDS:

i. Bids must be submitted online on portal of e-Procurement agency by the date and
time mentioned in the “Schedule of Events”.
ii. In case the Bank extends the scheduled date of submission of Bid document, the
Bids shall be submitted by the time and date rescheduled. All rights and obligations
of the Bank and Bidders will remain the same.
iii. Any Bid received after the deadline for submission of Bids prescribed, will be
rejected.
12. MODIFICATION AND WITHDRAWAL OF BIDS:

i. The Bidder may modify or withdraw its Bid after the Bid’s submission, provided
modification, including substitution or withdrawal of the Bids, prior to the deadline
prescribed for submission of Bids.
ii. No modification in the Bid shall be allowed, after the deadline for submission of
Bids.
13. BID INTEGRITY:

i. Willful misrepresentation of any fact within the Bid will lead to the cancellation of
the contract without prejudice to other actions that the Bank may take. All the
submissions, including any accompanying documents, will become property of the
Bank. The Bidders shall be deemed to license, and grant all rights to the Bank, to
reproduce the whole or any portion of their Bid document for the purpose of
evaluation and to disclose the contents of submission for regulatory and legal
requirements.
14. BIDDING PROCESS FOR EMPANELMENT:

i. All the Bids received up to the specified time and date will be considered by the
Bank for evaluation, subject to Bidders satisfying eligibility criteria and agree to
comply with all the terms and conditions specified in the RFE.
ii. The Bank will examine the Bids to determine whether they are complete, required
formats have been furnished, the documents have been properly signed and are
generally in order. The Bank may, at its discretion waive any minor non-conformity
or irregularity in a Bid which does not constitute a material deviation.
iii. Prior to the detailed evaluation, the Bank will determine the responsiveness of each
Bid to the RFE. For purposes of these Clauses, a responsive Bid is one, which
conforms to all the terms and conditions of the RFE as a whole, without any
deviation.
iv. The Bank’s determination of a Bid’s responsiveness will be based on the contents
of the Bid itself, without recourse to extrinsic evidence.
Page 20 of 68
v. After opening of the Bids and preliminary evaluation, some or all the Bidders may
be asked to make presentations on the categories Bid for empanelment.
vi. The Bank can ask for a Proof of Concept (PoC)/ Technical Evaluation (TE). Any
cost incurred by the Bidder for conducting such PoC /TE will not be borne by
the Bank.
vii. If a Bid is not responsive, it will be rejected by the Bank and will not subsequently
be made responsive by the Bidder by correction of the non-conformity.
15. TECHNICAL EVALUATION:

i. Technical evaluation will include evaluation of technical information submitted as
per Bid format, demonstration of proposed Software Solution/services, reference
calls and site visits, wherever required. The Bidder may highlight the
noteworthy/superior features of their Software Solution/ services. The Bidder will
demonstrate/substantiate all claims made in the Bid along with supporting
documents to the Bank, the capability of the Software Solution/ services to support
all the required functionalities at their cost in Bank’s environment or as advised by
the Bank. .
ii. During evaluation of Bids, the Bank may, at its discretion ask the Bidders for
clarification on the Bids received. The request for clarification shall be in writing
and no change in substance of the Bid shall be sought, offered or permitted. No
clarification at the initiative of the Bidder shall be entertained after bid submission
date.
16. CONTACTING THE BANK:

i. Any effort by a Bidder to influence the Bank in its decisions on Bid evaluation, Bid
comparison or contract award may result in the rejection of the Bid.
17. WAIVER OF RIGHTS:

i. Each Party agrees that any delay or omission on the part of the other Party to
exercise any right, power or remedy under this RFE will not automatically operate
as a waiver of such right, power or remedy or any other right, power or remedy and
no waiver will be effective unless it is in writing and signed by the waiving Party.
Further the waiver or the single or partial exercise of any right, power or remedy by
either Party hereunder on one occasion will not be construed as a bar to a waiver of
any successive or other right, power or remedy on any other occasion.
18. BANK’S RIGHT TO ACCEPT ANY BID AND TO REJECT ANY OR ALL
BIDS:
i. The Bank reserves the right to accept or reject any Bid in part or in full or to cancel
the bidding process and reject all Bids at any time prior to contract award as
specified in Award Criteria and Award of Contract, without incurring any liability
to the affected Bidder or Bidders or any obligation to inform the affected Bidder or
Bidders of the grounds for the Bank’s action.
Page 21 of 68
19. SERVICES:
i. All professional services necessary to successfully implement the proposed
Software Solution will be part of the RFE/Contract.
ii. The Bidder should also submit as part of Bid, an overview of Project Management
approach of the proposed product.
iii. Bidder should ensure that key personnel with relevant skill sets are available to the
Bank.
iv. Bidder should ensure that the quality of methodologies for delivering the services,
adhere to quality standards/timelines stipulated therefor.
v. Bidder shall be willing to transfer skills to relevant personnel from the Bank, by
means of training and documentation.
vi. Bidder shall provide maintenance support for Hardware/ Software/ Operating
System/ Middleware over the entire period of contract.
vii. All product updates, upgrades & patches shall be provided by the Bidder/ Bidder
free of cost during warranty and AMC/ ATS/ S&S period.
viii. Bidder shall provide legally valid Software Solution. The detailed information on
license count and type of license shall also be provided to the Bank.
ix. The Bidder shall keep the Bank explicitly informed the end of support dates on
related products/hardware/firmware and should ensure support during warranty and
AMC/ATS/S&S.
20. RIGHT TO VERIFICATION:

The Bank reserves the right to verify any or all of the statements made by the Bidder
in the Bid document and to inspect the Bidder’s facility, if necessary, to establish
to its satisfaction about the Bidder’s capacity/capabilities to perform the job.
21. SUBCONTRACTING:
As per scope of this RFE if onboarded subsequently, sub-contracting is not
permitted.
22. VALIDITY OF EMPANELMENT:

The empanelment will be valid for a period of 3 years from the date of empanelment
provided that the Bank may at any time during the empanelment period terminate
the empanelment by providing written notice of 30 (thirty) days to vendor.
Irrespective of the period, the empanelment will deem to be operative until close of
assigned projects, and hence agencies deploying resources will be required to
ensure the availability of resources until completion of the work in hand or till the
extended period as per the project terms and conditions.
Bank may issue RFQ to empanelled vendor as per the actual requirements time to
time. However, please note that empanelment of vendors should not be treated as a
Page 22 of 68
contract for the proposed work and the Bank reserves its right to select any of the
empanelled vendor or otherwise for proposed work at its discretions.
Guidelines on Public Procurement (Preference to Make in India), Order 2017 (PPP-

MII Order) and any revision thereto will also be applicable to the RFE/RFQ.
23. LIMITATION OF LIABILITY:

i. Under no circumstances shall either Party be liable for any indirect, consequential
or incidental losses, damages or claims including loss of profit, loss of business or
revenue.
ii. The limitations set forth herein shall not apply with respect to:
a. claims that are the subject of indemnification pursuant to infringement of
third party Intellectual Property Right;
b. damage(s) occasioned by the Gross Negligence or Wilful Misconduct of
Bidder,
c. damage(s) occasioned by Bidder for breach of Confidentiality Obligations,
d. Regulatory or statutory fines imposed by a Government or Regulatory
agency for non-compliance of statutory or regulatory guidelines applicable
to the Bank, provided such guidelines were brought to the notice of Bidder.
For the purpose of this clause, “Gross Negligence” means any act or failure to act
by a party which was in reckless disregard of or gross indifference to the obligation
of the party which causes injury, damage to life, personal safety, real property,
harmful consequences to the other party, which such party knew, or would have
known if it was acting as a reasonable person, would result from such act or failure
to act for which such Party is legally liable. Notwithstanding the forgoing, Gross
Negligence shall not include any action taken in good faith.
“Willful Misconduct” means any act or failure to act with an intentional disregard
of any provision of this RFE, which a party knew or should have known if it was
acting as a reasonable person, which would result in injury, damage to life, personal
safety, real property, harmful consequences to the other party, but shall not include
any error of judgment or mistake made in good faith.
24. CONFIDENTIALITY:
Confidentiality obligation shall be as per Non-disclosure agreement (Appendix –
E).
25. BIDDER’S OBLIGATIONS AS BIDDER:

i. Bidder is responsible for and obliged to conduct all contracted activities in
accordance with the Contract using state-of-the-art methods and economic
principles and exercising all means available to achieve the performance specified
in the Contract.
Page 23 of 68
ii. Bidder is obliged to work closely with the Bank’s staff, act within its own authority
and abide by directives issued by the Bank from time to time and complete
implementation activities.
iii. Bidder will abide by the job safety measures prevalent in India and will free the
Bank from all demands or responsibilities arising from accidents or loss of life, the
cause of which is Bidder’s negligence. Bidder will pay all indemnities arising from
such incidents and will not hold the Bank responsible or obligated.
iv. Bidder is responsible for activities of its personnel or sub-contracted personnel
(where permitted) and will hold itself responsible for any misdemeanors.
v. Bidder shall treat as confidential all data and information about the Bank, obtained
in the process of executing its responsibilities, in strict confidence and will not
reveal such information to any other party without prior written approval of the
Bank as explained under ‘Non-Disclosure Agreement’ in Appendix-E of this RFE.
26. INTELLECTUAL PROPERTY RIGHTS AND OWNERSHIP:

i. The Intellectual Property Rights for the product / services offered by the Bidder
should be owned by them. The bidder must ensure that the application / product /
solution, code, artefacts, scripts, etc. offered by them have been developed by them
and not copied, pilfered, hacked, transferred, or procured from any other company
or individual(s).
ii. For any technology / Software / solution developed/used/supplied by Bidder for
performing Services or licensing and implementing Software and solution for the
Bank as part of this RFE, Bidder shall have right to use as well right to license for
the outsourced services or third party product. The Bank shall not be liable for any
license or IPR violation on the part of Bidder.
27. CONFLICT OF INTEREST:

i. Bidder shall not have a conflict of interest (the “Conflict of Interest”) that affects
the bidding Process. Any Bidder found to have a Conflict of Interest shall be
disqualified.
ii. Without limiting the generality of the above, a Bidder shall be deemed to have a
Conflict of Interest affecting the bidding Process, if:
(a) the Bidder, its Member or Associate (or any constituent thereof) and any other
Bidder, its Member or any Associate thereof (or any constituent thereof) have
common controlling shareholders or other ownership interest; provided that this
disqualification shall not apply in cases where the direct or indirect shareholding
of a Bidder, its Member or an Associate thereof (or any shareholder thereof
having a shareholding of more than 5% (five per cent) of the paid up and
subscribed share capital of such Bidder, Member or Associate, as the case may
be) in the other Bidder, its Member or Associate, has less than 5% (five per cent)
of the subscribed and paid up equity share capital thereof; provided further that
this disqualification shall not apply to any ownership by a bank, insurance
Page 24 of 68
company, pension fund or a public financial institution referred to in section

2(72) of the Companies Act, 2013. For the purposes of this Clause, indirect
shareholding held through one or more intermediate persons shall be computed
as follows: (aa) where any intermediary is controlled by a person through
management control or otherwise, the entire shareholding held by such
controlled intermediary in any other person (the “Subject Person”) shall be taken
into account for computing the shareholding of such controlling person in the
Subject Person; and (bb) subject always to sub-clause (aa) above, where a person
does not exercise control over an intermediary, which has shareholding in the
Subject Person, the computation of indirect shareholding of such person in the
Subject Person shall be undertaken on a proportionate basis; provided, however,
that no such shareholding shall be reckoned under this sub-clause (bb) if the
shareholding of such person in the intermediary is less than 26% of the
subscribed and paid up equity shareholding of such intermediary; or
(b) a constituent of such Bidder is also a constituent of another Bidder; or
(c) such Bidder, its Member or any Associate thereof receives or has received any
direct or indirect subsidy, grant, concessional loan or subordinated debt from any
other Bidder, its Member or Associate, or has provided any such subsidy, grant,
concessional loan or subordinated debt to any other Bidder, its Member or any
Associate thereof; or
(d) such Bidder has the same legal representative for purposes of this Bid as any
other Bidder; or
(e) such Bidder, or any Associate thereof, has a relationship with another Bidder, or
any Associate thereof, directly or through common third party/ parties, that puts
either or both of them in a position to have access to each other’s information
about, or to influence the Bid of either or each other; or
(f) Such Bidder or any of its affiliates thereof has participated as a consultant to the
Bank in the preparation of any documents, design or technical specifications of
the RFE.
iii. For the purposes of this RFE, Associate means, in relation to the Bidder, a person
who controls, is controlled by, or is under the common control with such Bidder
(the “Associate”). As used in this definition, the expression “control” means, with
respect to a person which is a company or corporation, the ownership, directly or
indirectly, of more than 50% (fifty per cent) of the voting shares of such person, and
with respect to a person which is not a company or corporation, the power to direct
the management and policies of such person by operation of law or by contract.
Page 25 of 68
28. CODE OF INTEGRITY AND DEBARMENT/BANNING:

i. The Bidder and their respective officers, employees, agents, and advisers shall
observe the highest standard of ethics during the bidding Process. Notwithstanding
anything to the contrary contained herein, the Bank shall reject Bid without being
liable in any manner whatsoever to the Bidder if it determines that the Bidder has,
directly or indirectly or through an agent, engaged in
corrupt/fraudulent/coercive/undesirable or restrictive practices in the bidding
Process.
ii. Bidders are obliged under code of integrity to Suo-moto proactively declare any
conflicts of interest (pre-existing or as and as soon as these arise at any stage) in
RFE process or execution of contract. Failure to do so would amount to violation
of this code of integrity.
iii. Any Bidder needs to declare any previous transgressions of such a code of integrity
with any entity in any country during the last three years or of being debarred by
any other procuring entity. Failure to do so would amount to violation of this code
of integrity.
iv. For the purposes of this clause, the following terms shall have the meaning
hereinafter, respectively assigned to them:
(a) “Corrupt practice” means making offers, solicitation or acceptance of bribe,
rewards or gifts or any material benefit, in exchange for an unfair advantage
in the empanelment process or to otherwise influence the empanelment
process;
(b) “Fraudulent practice” means any omission or misrepresentation that may
mislead or attempt to mislead so that financial or other benefits may be
obtained, or an obligation avoided. This includes making false declaration or
providing false information for participation in a RFE process or to secure a
contract or in execution of the contract;
(c) “Coercive practice” means harming or threatening to harm, persons or their
property to influence their participation in the procurement process or affect
the execution of a contract;
(d) “Anti-competitive practice” means any collusion, bid rigging or anti-
competitive arrangement, or any other practice coming under the purview of
the Competition Act, 2002, between two or more bidders, with or without the
knowledge of the Bank, that may impair the transparency, fairness and the
progress of the procurement process or to establish bid prices at artificial, non-
competitive levels;
(e) “Obstructive practice” means materially impede the Bank’s or Government
agencies investigation into allegations of one or more of the above mentioned
prohibited practices either by deliberately destroying, falsifying, altering; or
by concealing of evidence material to the investigation; or by making false
statements to investigators and/or by threatening, harassing or intimidating
any party to prevent it from disclosing its knowledge of matters relevant to
Page 26 of 68
the investigation or from pursuing the investigation; or by impeding the

Bank’s rights of audit or access to information;
v. Debarment/Banning
Empanelment/participation of Bidders and their eligibility to participate in the
Bank’s empanelment is subject to compliance with code of integrity and
performance in contracts as per terms and conditions of contracts. Following grades
of debarment from empanelment/participation in the Bank’s empanelment process
shall be considered against delinquent Vendors/Bidders:
(a) Debarment from participation including removal from empanelled list

Debarment of a delinquent Vendor (including their related entities) for a
period ( two years) from the Bank’s procurements including removal from
empanelment, wherever such Vendor is empaneled, due to severe deficiencies
in performance or other serious transgressions. Reasons which may justify
debarment and/or removal of the Vendor from the list of empaneled vendors
are:
 Without prejudice to the rights of the Bank herein above, if a Bidder is found
by the Bank to have directly or indirectly or through an agent, engaged or
indulged in any corrupt/fraudulent/coercive/undesirable or restrictive
practices during the bidding Process, such Bidder shall not be eligible to
participate in any EOI/RFE issued by the Bank during a period of 2 (two)
years from the date of debarment.
 Vendor fails to abide by the terms and conditions or to maintain the required
technical/operational staff/equipment or there is change in its
production/service line affecting its performance adversely, or fails to
cooperate or qualify in the review for empanelment;
 If Vendor ceases to exist or ceases to operate in the category of requirements

for which it is empaneled;
 Bankruptcy or insolvency on the part of the vendor as declared by a court of

law; or
 Banning by Ministry/Department or any other Government agency;
 Other than in situations of force majeure, technically qualified Bidder

withdraws from the procurement process or after being declared as
successful bidder:
(i) Withdraws from the process; (ii) fails to enter into a Contract; or (iii) fails
to provide performance guarantee or any other document or security
required in terms of the RFE documents;
Page 27 of 68
 If the Central Bureau of Investigation/CVC/C&AG or Vigilance

Department of the Bank or any other investigating agency recommends such
a course in respect of a case under investigation.
 Employs a government servant or the Bank’s Officer within two years of his
retirement, who has had business dealings with him in an official capacity
before retirement; or
 Any other ground, based on which the Bank considers, that continuation of
Contract is not in public interest.
 If there is strong justification for believing that the

partners/directors/proprietor/agents of the firm/company has been guilty of
violation of the code of integrity or Integrity Pact (wherever applicable),
evasion or habitual default in payment of any tax levied by law; etc.
(b) Banning from Ministry/Country-wide procurements

For serious transgression of code of integrity, a delinquent Vendor (including
their related entities) may be banned/debarred from participation in a
procurement process of the Bank including procurement process of any
procuring entity of Government of India for a period not exceeding three years
commencing from the date of debarment.
29. DISPUTES RESOLUTION

All disputes or differences whatsoever arising between the parties out of or in
connection with the Empanelment process (including dispute concerning
interpretation) shall be settled amicably. If however, the parties are not able to solve
them amicably within 30 (thirty) days after dispute occurs as evidenced through the
first written communication from any Party notifying the other regarding the disputes,
the same shall be referred to and be subject to the jurisdiction of competent Courts of
Mumbai only. The competent Courts in Mumbai, Maharashtra shall have exclusive
jurisdiction in this regard.
30. GOVERNING LANGUAGE:

The governing language shall be English.
31. NOTICES:
Any notice given by one party to the other pursuant to this Empanelment shall be sent
to other party in writing and confirmed in writing to other Party’s address. The notice
shall be effective when delivered or on the notice’s effective date whichever is later.
Page 28 of 68
Part-II
Appendix–A
BID FORM – For Empanelment
[On Company’s letter head]
Date: ______________
To:
< Address of tendering office >
Dear Sir,
Ref: RFE No. SBI/CC/DB&T/DB&T-Retail/TI&SP/RFE/2024-25/02 dated 22/07/2024
We have examined the above RFE, the receipt of which is hereby duly acknowledged and
subsequent pre-bid clarifications/ modifications / revisions, if any, furnished by the Bank
and we offer to supply, Install, test, commission and support the desired Software Solution
detailed in this RFE as and when the Bank requests. We shall abide by the terms and
conditions spelt out in the RFE.
i. While submitting this Bid, we certify that:

 The undersigned is authorized to sign on behalf of the Bidder and the necessary
support document delegating this authority is enclosed to this letter.
 We declare that we are not in contravention of conflict of interest obligation
mentioned in this RFE.
 We have not induced or attempted to induce any other Bidder to submit or not to
submit a Bid for restricting competition.
ii. We undertake that, in bidding for empanelment (and, if empaneled) we will strictly
observe the laws against fraud and corruption in force in India namely “Prevention of
Corruption Act 1988”.
iii. We undertake that we will not offer, directly or through intermediaries, any bribe, gift,
consideration, reward, favour, any material or immaterial benefit or other advantage, commission,
fees, brokerage or inducement to any official of the Bank, connected directly or indirectly with
the bidding process, or to any person, organisation or third party related to the contract in
exchange for any advantage in the bidding, evaluation, contracting and implementation of the
contract.
iv. We undertake that we will not resort to canvassing with any official of the Bank, connected
directly or indirectly with the bidding process to derive any undue advantage. We also
understand that any violation in this regard, will result in disqualification of bidder from
further bidding process.
v. It is further certified that the contents of our Bid are factually correct. We have not sought
any deviation to the terms and conditions of the RFE. We also accept that in the event of
Page 29 of 68
any information / data / particulars proving to be incorrect, the Bank will have right to
disqualify us from the RFE without prejudice to any other rights available to the Bank.
vi. We certify that while submitting our Bid document, we have not made any changes in the
contents of the RFE document, read with its amendments/clarifications provided by the
Bank.
vii. We hereby certify that our name does not appear in any “Caution” list of RBI / IBA or
any other regulatory body for outsourcing activity.
viii. We hereby certify that on the date of submission of Bid for this RFE, we do not have any
past/ present litigation which adversely affect our participation in this RFE or we are not
under any debarment/blacklist period for breach of contract/fraud/corrupt practices by
any Scheduled Commercial Bank/ Public Sector Undertaking/ State or Central
Government or their agencies/departments. We also certify that we have not been
disqualified / debarred / terminated on account of poor or unsatisfactory performance
and/or blacklisted by any Scheduled Commercial Bank / Public Sector Undertaking /
State or Central Government or their Agencies / Departments at any time, during the last
3 years.
ix. We hereby certify that we (participating in RFE as OEM)/ our OEM have a support center
and level 3 escalation (highest) located in India.
x. We hereby certify that on the date of submission of Bid, we do not have any Service
Level Agreement pending to be signed with the Bank for more than 6 months from the
date of issue of purchase order.
xi. We hereby certify that we have read the clauses contained in O.M. No. 6/18/2019-PPD,
dated 23.07.2020 order (Public Procurement No. 1), order (Public Procurement No. 2)
dated 23.07.2020 and order (Public Procurement No. 3) dated 24.07.2020 regarding
restrictions on procurement from a bidder of a country which shares a land border with
India. We further certify that we and our OEM are not from such a country or if from a
country, has been registered with competent authority. We certify that we and our OEM
fulfil all the requirements in this regard and are eligible to participate in this RFE.
xii. If our Bid is accepted, we undertake to participate in RFE exercise for empanelment
at our cost, when called upon by the Bank to do so.
xiii. We, further, hereby undertake and agree to abide by all the terms and conditions
stipulated by the Bank in the RFE document.
Dated this ....... day of ............................ 2024
______________________________________________________________
(Signature) (Name) (In the capacity of)
Duly authorised to sign Bid for and on behalf of

______________________________________
Seal of the company.
Page 30 of 68
Appendix-B
EVALUATION CRITERIA
The bid will be evaluated using the evaluation categories mentioned below. Detailed
evaluation parameters with their weightages have been provided in the sections below for
your reference.
S. No. Evaluation Category Marks

1 General Evaluation Criteria 70%
2 Specific Evaluation Criteria 30%
1. General Evaluation Criteria

Max.
Sl. No. Parameter Evaluation Matrix
Marks
Applicant's Customers'
No. of Implementations of Marks Avg. Balance Sheet Size
proposed solution in Bank or (Mar'23) (Rs in Crs)
financial institutions in India INR
# of >INR
- Only contracts of >6 months 500 -
1a 10 completed < 500 1000
to be considered 1000
projects Cr
- Deployment of the last 3 years Cr
eligible (from RFE Submission 1-4 2 4 6
date) 5-8 6 7 8
>8 8 9 10
Applicant's Customers'
No. of Implementations of Marks Avg. Balance Sheet Size
proposed solution in India in (Mar'23) (Rs in Crs)
institutions other than a Bank INR
or financial institution # of >INR
<INR 500 -
1b - Only contracts of >6 months 10 completed 1000
500 Cr 1000
to be considered projects Cr
Cr
- Deployment of the last 3 years 1-4 2 4 6
eligible (from RFE Submission
5-8 6 7 8
date)
>8 8 9 10
No. of Implementations of Applicant's Customers'
proposed solution in Bank or Marks Avg. Balance Sheet Size
financial institutions outside (Mar'23) (Rs in Crs)
India INR
- Only contracts of >6 months >INR
<INR 500 -
1000
to be considered # of 500 Cr 1000
1c - Deployment of the last 3 years Cr
10 completed Cr
eligible (from RFE Submission projects 1-4 2 4 6
date) 5-8 6 7 8
(Foreign currency contracts to
be converted to INR as per
prevailing rates on RFE release >8 8 9 10
date)
Page 31 of 68
No. of Implementations of Applicant's Customers'

proposed solution in Marks Avg. Balance Sheet Size
institutions other than a Bank (Mar'23) (Rs in Crs)
or financial institution, INR
>INR
outside India <INR 500 -
- Only contracts of >6 months 1000
500 Cr 1000
# of Cr
to be considered Cr
1d 5 completed
- Deployment of the last 3 years 1-4 2 4 6
projects
eligible (from RFE Submission 5-8 6 7 8
date)
(Foreign currency contracts to
be converted to INR as per >8 8 9 10
prevailing rates on RFE release
date)
5-15 3
# of
1e Total no. of employees on rolls 5 16-40 4
employees
>40 5
Experience and certification of
the Bidder
(e.g. ISO 9001:2015, 1-3 3
ISO 14001:2015,
ISO 45001:2018,
ISO 27001:2013, CMMI,
# of
1f COPC OSP, International 10 3-5 7
certifications
Standard on Assurance
Engagements (ISAE) 3402,
Security Organization
Controls (SOC) 1 & 2 >6 10
Type II, HITRUST,
EU GDPR Compliant etc.)
<3 4
Number of completed years of >=3
1g operations in India as on 31st 10 # of years and 7
March 2024 <=6
>6 10
Completeness of approach and
Standing
proposed
1h 10 Committee 0-10 10
methodology demonstrated in
Evaluation
response to the RFE
Total 70
2. Specific Evaluation Criteria

Kindly refer Appendix F(i)- F(viii)
Page 32 of 68
Appendix-C
Bidder’s Eligibility Criteria
S. Compliance Documents to be submitted

Eligibility Criteria
No. (Yes/No) (whichever applicable)
1. Eligibility Criteria for Indian Start-up
1. Certificate of Incorporation
issued by Registrar of Companies
along with
2. Copies of Memorandum of
Association
3. Copies of Articles of Association
The "Certificate of Recognition" as a 4. Shareholding pattern
“Start-up” from the Ministry of 5. Partnership Deed registered by
Commerce and Industry (Department Registrar of Firms or other
of Industrial Policy and Promotion) competent authority should be
a.
The bidder should be recognized by obtained in case of Partnership
Department for Promotion of industry Firm.
and internal trade (DPIIT) 6. Certificate of Incorporation
issued by Registrar in case of
LLP.
PAN, TAN, GSTIN Certificate and
any other tax related document if
applicable is required to be
submitted along with the eligibility
Bid.
The entity should not be more than 10
b. Certificate of Incorporation
years since the date of incorporation
The turnover of the Start-up should
Certificate from the Chartered
not be greater than Rs. 100 crores
c. Accountant with UDIN to be
from the year of commencement in
submitted.
any financial year.
2. Eligibility Criteria for FinTech/ Digital Capability Partner
The minimum networth of the
FinTech/ Digital Capability Partner
d. Copy of the latest audited balance
should have a minimum net worth of
sheet
Rs.100 lakh.
The entity should have been
e. Certificate of Incorporation
incorporated in India for at least two
Page 33 of 68
years as on the date on which it is

being considered for engagement
under this Policy
3. Eligibility Criteria for both Indian Start-up & FinTech/ Digital Capability Partners
The Bidder (including its OEM, if
any) must comply with the
Bidder should specifically certify in
requirements contained in O.M. No.
Appendix-A in this regard and
6/18/2019-PPD, dated 23.07.2020
f. provide copy of registration
order (Public Procurement No. 1),
certificate issued by competent
order (Public Procurement No. 2)
authority wherever applicable.
dated 23.07.2020 and order (Public
Procurement No. 3) dated 24.07.2020
Client references and contact details

(email/ landline/ mobile) of Bidder should specifically confirm on
customers for whom the Bidder has their letter head in this regard as per
g.
executed similar projects. Appendix-I
(Start and End Date of the Project to
be mentioned) in the past
Brief details of litigations, disputes
related to product/services being
procured under this RFE or
infringement of any third party
Intellectual Property Rights by
prospective Bidder/ OEM or disputes
among Bidder's board of directors,
Past/present litigations, disputes, if
liquidation, bankruptcy, insolvency
any (Adverse litigations could result
h. cases or cases for
in disqualification, at the sole
debarment/blacklisting for breach of
discretion of the Bank)
contract/fraud/corrupt practices by
any Scheduled Commercial Bank/
Public Sector Undertaking / State or
Central Government or their agencies/
departments or any such similar cases,
if any are to be given on Company’s
letter head.
Bidders should not be under
debarment/blacklist period for breach
i. of contract/fraud/corrupt practices by
Appendix-A in this regard.
any Scheduled Commercial Bank/
Page 34 of 68
Central Government or their

agencies/ departments on the date of
submission of bid for this RFE and
also certify that they have not been
disqualified / debarred / terminated on
account of poor or unsatisfactory
performance and/or blacklisted by
any Scheduled Commercial Bank /
Central Government or their
Agencies / Departments at any time,
during the last 3 years.
Entity is either working towards
innovation, development or
improvement of products or processes
or services or provide solutions that Self-declaration on the company’s
j.
can further help the bank in financial letterhead should be submitted
inclusion in a significant way or it has
a scalable business model with a
potential of generating employment.
The Bidder should not have any
Service Level Agreement pending to
k. be signed with the Bank for more than
Appendix-A in this regard.
6 months from the date of issue of
purchase order.
Page 35 of 68
Appendix-D
Bidder Details
Details of the Bidder

S. No. Particulars Details
1. Name of the Company
2. Date of Incorporation and / or commencement of
business
3. Certificate of incorporation
4. Brief description of the Bidder including details of
its main line of business
5. Company website URL
6. Company Pan Number
7. Company GSTIN Number
8. Particulars of the Authorized Signatory of the
Bidder
a) Name
b) Designation
c) Address
d) Phone Number (Landline)
e) Mobile Number
f) Email Address
g) Board Resolution enclosed (Y/N)
9. Particulars of the SPOC of the Bidder
a) Name
b) Designation
c) Address
d) Phone Number (Landline)
e) Mobile Number
f) Email Address
10. Technology Competence
11. External Ratings
12. Accreditations
13. Promoters’ Qualifications
Name & Signature of authorised signatory
Seal of Company
Page 36 of 68
Appendix-E
NON-DISCLOSURE AGREEMENT
(To be stamped)
THIS RECIPROCAL NON-DISCLOSURE AGREEMENT (the “Agreement”) is made at

___________ between:
State Bank of India constituted under the State Bank of India Act, 1955 having its Corporate
Centre and Central Office at State Bank Bhavan, Madame Cama Road, Nariman Point,
Mumbai-21 and its Global IT Centre at Sector-11, CBD Belapur, Navi Mumbai- 400614
through its Digital Banking & Transformation - Retail Department (hereinafter referred to
as “Bank” which expression includes its successors and assigns) of the ONE PART;
And
____________________________________ a private/public limited company/LLP/Firm
<strike off whichever is not applicable> incorporated under the provisions of the
Companies Act, 1956/ Limited Liability Partnership Act 2008/ Indian Partnership Act 1932
<strike off whichever is not applicable>, having its registered office at
_________________ (hereinafter referred to as “_________” which expression shall
unless repugnant to the subject or context thereof, shall mean and include its successors
and permitted assigns) of the OTHER PART;
And Whereas
1. _________________________________________ is carrying on business of providing
_________________________________, has agreed to __________________________
for the Bank and other related tasks.
2. For purposes of advancing their business relationship, the parties would need to
disclose certain valuable confidential information to each other (the Party receiving the
information being referred to as the “Receiving Party” and the Party disclosing the
information being referred to as the “Disclosing Party. Therefore, in consideration of
covenants and agreements contained herein for the mutual disclosure of confidential
information to each other, and intending to be legally bound, the parties agree to terms and
conditions as set out hereunder.
NOW IT IS HEREBY AGREED BY AND BETWEEN THE PARTIES AS UNDER
1. Confidential Information and Confidential Materials:

(a) “Confidential Information” means non-public information that Disclosing Party
designates as being confidential or which, under the circumstances surrounding
disclosure ought to be treated as confidential. “Confidential Information” includes,
Page 37 of 68
without limitation, information relating to developed, installed or purchased

Disclosing Party software or hardware products, the information relating to general
architecture of Disclosing Party’s network, information relating to nature and
content of data stored within network or in any other storage media, Disclosing
Party’s business policies, practices, methodology, policy design delivery, and
information received from others that Disclosing Party is obligated to treat as
confidential. Confidential Information disclosed to Receiving Party by any
Disclosing Party Subsidiary and/ or agents is covered by this agreement
(b) Confidential Information shall not include any information that: (i) is or
subsequently becomes publicly available without Receiving Party’s breach of any
obligation owed to Disclosing party; (ii) becomes known to Receiving Party free
from any confidentiality obligations prior to Disclosing Party’s disclosure of such
information to Receiving Party; (iii) became known to Receiving Party from a source
other than Disclosing Party other than by the breach of an obligation of
confidentiality owed to Disclosing Party and without confidentiality restrictions on
use and disclosure; or (iv) is independently developed by Receiving Party.
(c) “Confidential Materials” shall mean all tangible materials containing Confidential
Information, including without limitation written or printed documents and computer
disks or tapes, whether machine or user readable.
2. Restrictions
(a) Each party shall treat as confidential the Contract and any and all information
(“confidential information”) obtained from the other pursuant to the Contract and
shall not divulge such information to any person (except to such party’s “Covered
Person” which term shall mean employees, contingent workers and professional
advisers of a party who need to know the same) without the other party’s written
consent provided that this clause shall not extend to information which was rightfully
in the possession of such party prior to the commencement of the negotiations
leading to the Contract, which is already public knowledge or becomes so at a future
date (otherwise than as a result of a breach of this clause). Receiving Party will have
executed or shall execute appropriate written agreements with Covered Person,
sufficient to enable it to comply with all the provisions of this Agreement. If the
Service Provider appoints any Sub-Contractor (if allowed) then the Service Provider
may disclose confidential information to such Sub-Contractor subject to such Sub
Contractor giving the Bank an undertaking in similar terms to the provisions of this
clause. Any breach of this Agreement by Receiving Party’s Covered Person or Sub-
Contractor shall also be constructed a breach of this Agreement by Receiving Party.
(b) Receiving Party may disclose Confidential Information in accordance with judicial
or other governmental order to the intended recipients (as detailed in this clause),
provided Receiving Party shall give Disclosing Party reasonable notice (provided
Page 38 of 68
not restricted by applicable laws) prior to such disclosure and shall comply with any
applicable protective order or equivalent. The intended recipients for this purpose
are:
i. the statutory auditors of the either party and
ii. government or regulatory authorities regulating the affairs of the parties and
inspectors and supervisory bodies thereof
(c) Confidential Information and Confidential Material may be disclosed, reproduced,
summarized or distributed only in pursuance of Receiving Party’s business
relationship with Disclosing Party, and only as otherwise provided hereunder.
Receiving Party agrees to segregate all such Confidential Material from the
confidential material of others in order to prevent mixing.
3. Rights and Remedies
(a) Receiving Party shall notify Disclosing Party immediately upon discovery of any
unauthorized used or disclosure of Confidential Information and/ or Confidential
Materials, or any other breach of this Agreement by Receiving Party, and will
cooperate with Disclosing Party in every reasonable way to help Disclosing Party
regain possession of the Confidential Information and/ or Confidential Materials and
prevent its further unauthorized use.
(b) Receiving Party shall return all originals, copies, reproductions and summaries of
Confidential Information or Confidential Materials at Disclosing Party’s request, or
at Disclosing Party’s option, certify destruction of the same.
(c) Receiving Party acknowledges that monetary damages may not be the only and / or
a sufficient remedy for unauthorized disclosure of Confidential Information and that
disclosing party shall be entitled, without waiving any other rights or remedies
(including but not limited to as listed below), to injunctive or equitable relief as may
be deemed proper by a Court of competent jurisdiction.
i. Suspension of access privileges
ii. Change of personnel assigned to the job
iii. Termination of contract
(d) Disclosing Party may visit Receiving Party’s premises, with reasonable prior notice
and during normal business hours, to review Receiving Party’s compliance with the
term of this Agreement.
4. Miscellaneous
(a) All Confidential Information and Confidential Materials are and shall remain the
sole and of Disclosing Party. By disclosing information to Receiving Party,
Disclosing Party does not grant any expressed or implied right to Receiving Party to
Page 39 of 68
disclose information under the Disclosing Party’s patents, copyrights, trademarks, or

trade secret information.
(b) Confidential Information made available is provided “As Is,” and disclosing party
disclaims all representations, conditions and warranties, express or implied,
including, without limitation, representations, conditions or warranties of accuracy,
completeness, performance, and fitness for a particular purpose, satisfactory quality
and merchantability provided same shall not be construed to include fraud or wilful
default of disclosing party.
(c) Neither party grants to the other party any license, by implication or otherwise, to
use the Confidential Information, other than for the limited purpose of evaluating or
advancing a business relationship between the parties, or any license rights
whatsoever in any patent, copyright or other intellectual property rights pertaining
to the Confidential Information.
(d) The terms of Confidentiality under this Agreement shall not be construed to limit
either party’s right to independently develop or acquire product without use of the
other party’s Confidential Information. Further, either party shall be free to use for
any purpose the residuals resulting from access to or work with such Confidential
Information, provided that such party shall maintain the confidentiality of the
Confidential Information as provided herein. The term “residuals” means
information in non-tangible form, which may be retained by person who has had
access to the Confidential Information, including ideas, concepts, know-how or
techniques contained therein. Neither party shall have any obligation to limit or
restrict the assignment of such persons or to pay royalties for any work resulting
from the use of residuals. However, the foregoing shall not be deemed to grant to
either party a license under the other party’s copyrights or patents.
(e) This Agreement constitutes the entire agreement between the parties with respect to
the subject matter hereof. It shall not be modified except by a written agreement
dated subsequently to the date of this Agreement and signed by both parties. None
of the provisions of this Agreement shall be deemed to have been waived by any act
or acquiescence on the part of Disclosing Party, its agents, or employees, except by
an instrument in writing signed by an authorized officer of Disclosing Party. No
waiver of any provision of this Agreement shall constitute a waiver of any other
provision(s) or of the same provision on another occasion.
(f) This Agreement shall be governed by and construed in accordance with the laws of
Republic of India. Each Party hereby irrevocably submits to the exclusive
jurisdiction of the courts of Mumbai.
(g) Subject to the limitations set forth in this Agreement, this Agreement will inure to
the benefit of and be binding upon the parties, their successors and assigns.
Page 40 of 68
(h) If any provision of this Agreement shall be held by a court of competent jurisdiction
to be illegal, invalid or unenforceable, the remaining provisions shall remain in full
force and effect.
(i) The Agreement shall be effective from _______ ("Effective Date”) and shall be valid
for a period of ________ year(s) thereafter (the "Agreement Term"). The foregoing
obligations as to confidentiality shall survive the term of this Agreement and for a
period of five (5) years thereafter provided confidentiality obligations with respect
to individually identifiable information, customer’s data of Parties or software in
human-readable form (e.g., source code) shall survive in perpetuity.
5. Suggestions and Feedback

Either party from time to time may provide suggestions, comments or other
feedback to the other party with respect to Confidential Information provided
originally by the other party (hereinafter “feedback”). Both party agree that all
Feedback is and shall be entirely voluntary and shall not in absence of separate
agreement, create any confidentially obligation for the receiving party. However,
the Receiving Party shall not disclose the source of any feedback without the
providing party’s consent. Feedback shall be clearly designated as such and, except
as otherwise provided herein, each party shall be free to disclose and use such
Feedback as it sees fit, entirely without obligation of any kind to other party. The
foregoing shall not, however, affect either party’s obligations hereunder with
respect to Confidential Information of other party.
Dated this __________ day of _______ (Month) 2024 at __________(place)
For and on behalf of ___________________________
Name
Designation
Place
Signature
For and on behalf of ___________________________
Name
Designation
Place
Signature
Page 41 of 68
Appendix-F
Technical Capability Requirements & Scope of Work (SoW)
Sl No Particulars Requirements/ Remarks

1 Description of Describe the Product/Services to be supplied/performed in as
Product/Services much detail as possible. Identify the work place where the
product/services will be supplied/performed and any key
personnel that must be assigned to the project. Separate the
Services into phases if applicable.
Out-of Scope work and Assumptions: Describe any specific

components of the Services traditionally considered as implied
but specifically agreed to be excluded from the scope of
Supplier’s responsibility
Project Staffing Plan: If the Services are based on time &

material basis, describe the projected/agreed staffing plan
Service Performance and Delivery Methodology: Describe the

project execution methodology, if applicable
2 Description of Be specific and only list those tangible Deliverables that will
Deliverables be provided to the Bank and list of Documents to be provided
along with Deliverables. Training & Training Plan (if
applicable) everything else should only be described in the
section on Services.
3 Third-Party Should describe all third-party items and materials to be
Components included or provided as part of any Deliverables
4 Term of the Include dates for start and completion of each phase of the
Project - Project Product/Services, and for delivery of each of the Deliverables
Schedule; with delivery locations
Milestones and
delivery
locations
5 Integration / a) Requirements of data conversion.
Migration
Page 42 of 68
Requirements b) Specific requirement related to Transition from one platform

with existing to another platform for example: use of software/hardware
systems pertaining to old platform to new platform without any
additional cost to the Bank
c) Specific requirement related to integration of proposed

solution with the Bank’s current security and operations
management systems like SOC, PIMS, DLP, AD, ITAM,
Centralized Key Management System, NAC etc. to be
mentioned
6 Help Desk a) 24 * 7* 365 days per year, online support facility
Requirements
b) The expected time of resolution should be average ----
minutes per call. (Bidder should input this details)
c) Escalation process should be in place for unresolved issues
d) Bidder support staff should be well trained to effectively

handle queries raised by the Bank customer / employees etc
e) Bidder should have ability to generate MIS reports

periodically for example: Volume of calls / per day,
resolution % per day etc.
f) Considering expected number of call request --- / day, the

help desk should be manned with ---- of persons dedicated
to work for the Bank.
7 MIS Report a) User-defined reports
Generation
requirement b) Dashboard requirements etc.
8 In case of a) Audit trail requirement

Transaction
System b) Audit logs reporting & analysis tool
c) Solution should support ‘x’ number of transactions per
second/per minute with ‘y’ number of concurrent users etc
Note: Values for ‘x’ & ‘y’ to be provided by bidders.

9 Performance Uptime requirement etc.
Requirements
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10 Scalability a) To be scalable as per Bank’s future requirement.

Requirements
b) The number of users / branches who will be utilizing the
Software Solution should be clearly specified.
11 Regulatory / To be defined as per project requirement.
Compliance
Requirements
12 Security To be defined as per project requirement in consultation with
Requirements ISD.
13 Limited Trial / To be defined as per project requirement.

Pilot
Requirements
14 Review and Describe the review and testing process and indicate its
Testing; timelines. Where possible, specify the acceptance testing that
Acceptance Bank will perform on each Deliverable
15 Backup system / To be defined as per project requirement.
POC / test &
training system /
DR system
16 Training Specify training requirement explicitly for project/solution
proposed ex: - Number of officials to be trained, type of
training, period of training, cost of training etc.
Based on the Scope of Work (SoW) for mentioned 8 categories of this RFE, the evaluation will
be carried out as per the below Scoring Matrix:
Absent / Cannot be
Readily Deployable Customizable
customized
2 1 0
Note: For Specific Evaluation criteria, the final score will be converted to weighted average
of 30 out of 100 and rest 70 is defined for General Evaluation Criteria.
Page 44 of 68
Appendix-F(i)
Scope of Work - Preventive Fraud Risk Management
Requirement
Sl No Requirements
Type
Bidder should be able to:
i. Implement a Fraud Risk Management solution to capture usage patterns
associated with the Digital Banking journeys and Transaction Acquiring
infrastructures (e.g., YONO/YONO lite, Internet Banking)
ii. Implement Risk Engine based on:
1 • Usage Parameters, Patterns captured by the proposed solution, Mandatory
• Parameters, Patterns, Profiles, etc., captured by the Bank’s application and
Transaction acquiring infrastructures to identify potential threats. (like
YONO/YONO lite, Internet Banking etc.,)
iii. Facilitate the implementation of Adaptive Authentication
iv. Provide an Integrated Operations Portal
v. Provide an Indicators of Compromise IP Repository
2 Proposed solution should be able to do Fingerprinting of both Device and User. Mandatory
3 Fingerprinted data should as far as possibly be maintained at the User’s device. Mandatory
Proposed solution should have Indicators of Compromise ‘IP Repository’ with
following details
i) Virtual Private Network (VPN) IPs
4 ii) TOR (The Onion Routing) IPs Mandatory
iii) Proxy IPs
iv) Malicious IPs
v) Blacklisted IPs
Proposed solution should be capable of capturing the below details
i. IP of the User
ii. Geolocation (Continent, Country, State/ County, City and ZIP/PIN Code)
iii. Latitude and Longitude coordinates
iv. ISP Details
v. User Device details (Browser, Operating System, etc.,)
5 vi. Keystroke Dynamics Mandatory
vii. Mouse Movement Use Patterns
viii. Touch Interaction Use Patterns
ix. Sensor Use Patterns (Gyroscope, Accelerometer, etc.,) Analytics
x. Malware Presence (If Possible, with limited permission available)
xi. Device Jail Breaking and Roofing
xii. Screen Sharing
Keystroke Dynamics and Touch Interaction Use Patterns should be learnt to
6 Mandatory
determine ‘Form Familiarity’ of the user
All the parameters must be captured & processed only with the consent of the
7 Mandatory
Customer
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If due to Denial of permissions by Customers, certain Data are unable to be

8 captured then the same must be recorded and customer preference should be Mandatory
stored.
9 Proposed solution should integrate & facilitate capturing of usage patterns Mandatory
associated with the Journeys of YONO, YONO Lite applications.
Proposed Solution would facilitate Challenge response authentication
10 Mandatory
mechanisms (CRAM) through Bank’s applications
11 Data management policies of the Bank should be followed. Mandatory
There would be no limit on the number of Policies/Rules that the Bank can Create,
12 Configure, Remove, Update, Revert and no additional cost would be paid by the Mandatory
Bank in this regard
Dashboards and Reports:
a) Bidder should be able to provide Dashboards and reports as per the Bank’s
needs
b) Dashboards should be able to populate even ‘Live Data’
c) Solution should be able to generate reports in real time as well as scheduled
d) Solution should be able to generate all type of reports in pdf, csv and excel
13 Mandatory
format.
e) Dashboards and Reports should have filters as per the requirements of the
Bank.
f) Option to send Reports in automated way based on specified criteria should be
supported by the proposed solution and these Reports should be made
configurable in Graphical User Interface (GUI).
14 IP and Geolocation mapping Database, APIs should be published and available Mandatory
for Bank’s use without any additional cost to the Bank.
15 Geolocation and coordinates (Latitude & Longitude) should be 99% accurate. Mandatory
Any deviation should be captured and stored alongside the fingerprinting details.
IP and Geolocation mapping Database should be available as part of the proposed
16 solution and the same should be available to be queried over Integrated operations Mandatory
portal.
Proposed solution should have the ability to Blacklist and Whitelist: Users, IPs,
17 Mandatory
Devices, etc.,
Proposed solution to have step-up/step-down authentication or any functionality
18 Mandatory
calls as per Bank’s requirement.
Implementation details like Architecture (Business, Data and Technology), Risk
19 scoring Policy/Rules methodology would be decided by the Bank during the Mandatory
implementation phases.
Proposed solution should have compatibility with following browsers: Google
20 Chrome, Safari, Microsoft Edge, Mozilla Firefox, and ‘Compatibility’ referred Mandatory
here implies ‘All versions of Browsers released from Jan-01, 2018 onwards.
21 For Mobile based Interaction, proposed solution should be compatible from Mandatory
‘Android OS 6’ and ‘Apple iOS 9’ onwards.
Bidder should ensure that their Application/Services upgrade is always
22 Mandatory
compatible in any system
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‘Indicators of compromise IP Repository’ containing above information should

23 be updated every 24 hours or as per the Bank’s requirement in the mode approved Mandatory
by the Bank
All relevant activities including but not limited to Code Customizations,
Development of APIs/SDKs, Providing Java Scripts, Environment Simulation,
24 Integration Support, etc., which are required to capture usage patterns & facilitate Mandatory
adaptive authentication in Bank’s Applications, should be provided by the Bidder
at no additional cost to the Bank.
25 Bidder should capture various data points including alternate data sources such as Mandatory
Demographic & Financial Data, social media, and Mobile Advertising IDs.
26 Bidder should be able to detect and mitigate customer fraud using advanced Mandatory
analytical techniques.
27 Bidder should be able to protect financial institutions customer base and loan Mandatory
portfolios from fraud.
Bidder should be able to implement robust customer due diligence and
28 Mandatory
verification processes.
29 Bidder should be able to ensure adherence to relevant regulations and guidelines Mandatory
for fraud detection and prevention.
30 Bidder should be able to provide comprehensive identity verification using Mandatory
advanced techniques like OCR, biometrics, and document checks.
31 Bidder should be able to comply with compliance with KYC (Know Your Mandatory
Customer) and AML (Anti-Money Laundering) regulations.
Option to Add/Delete information in the ‘Indicators of Compromise IP
32 Repository’ through integrated operational Portal ‘should be provided by the Mandatory
Bidder; and these changes should follow Bank’s guidelines and policies.
The Bidder to ensure that the proposed solution should be able to provide:
i. An integrated Operations portal (GUI driven) to manage operations,
compliance, and security related activities.
ii. User and Access Management:
 User Management
 Role Management
 Access Management (including Maker-Checker functionality
where applicable)
iii. Policy/Rule Management:
 Create, Configure, Remove, Update and Revert Policies/Rules
33  Analyze, Implement and Revert impact of Policies/Rules Mandatory
 Configure validity of Policies/Rules based on Risk Parameters
(fixed period, permanent, or variable)
 Suggest Policies/Rules with option to Edit, Implement and detect
impact
iv. Search and Overrides:
 Search functionality to drill down by captured/mapped parameters
 Ability to manually override profiled data based on feedback and
false positives
v. Reporting and Monitoring:
 Dashboards with live behaviour monitoring
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 Comprehensive reporting
 Event management including Alerts Configuration and Escalation
matrix
vi. Audit and Compliance:
 Audit Trail management (search, filter, view, download)
 Audit and Compliance management (search, view, filter, generate,
configure)
vii. Configuration:
 Eliminate backend updates through Integrated Operations Portal
 Implement ring deployment for all
features/services/functionalities
Bidder should be able to provide Real-time fraud detection and prevention using
34 Mandatory
device intelligence, behavioral analytics, and network validation.
Bidder should be able to detect money mule activities and other fraudulent
35 Mandatory
transactions.
Bidder should be able to provide secure transaction processing with real-time
36 Mandatory
approvals and anomaly detection.
Bidder should be able to ensure adherence to industry regulations and standards
37 Mandatory
like ISO 27001:2013
Bidder should be able to detect mule activities and behaviour for Individuals
using:
i. Identity validation
ii. Employment Details for Employed & Self-employed
38 Desired
iii. Financial Health
iv. Mobile, Email, Address intelligence
v. Identity & Device Intelligence
vi. Digital footprint
Bidder would be responsible to coordinate with Internal & External stakeholders
39 Desired
for development, implementation, operational activities, etc.,
Data Minimization approach by design should be opted across the application.
40 Desired
i.e., Capture data only what is relevant for Decision making.
Apart from reporting, User classification/ Profile information should be stored by
41 Desired
the proposed solution in the way deemed necessary by the Bank.
The parameters used to define the bank's policies and rules should be
customizable according to the bank's needs. If these parameters are not readily
configurable or available as part of the proposed solution, they should be captured
42 Desired
from the customer and/or the bank's applications. This includes transaction
acquiring infrastructures (like YONO/YONO Lite, etc.) and should be made
available for the bank's decision-making at no additional cost to the bank.
Wherever functionalities are not replicable/restricted in non-Production
43 environments, it is Bidder’s responsibility to provide simulation to mimic the Desired
production functionality.
Bidder shall also have the responsibility to upgrade and update the solution in part
44 or full to meet the latest Technology standards in terms of Performance, IT Desired
security and Operationalization of the solution during the Contract period.
Page 48 of 68
45 Policies/Rules could be applicable either at the Application level or at the Desired

Enterprise level.
Bidder should be able to enhance customer acceptance criteria to minimize
46 Desired
exposure to high-risk customers.
Bidder should be able to provide satellite derived data sets for location-based risk
47 Desired
detection.
Bidder should be able to provide tokenized intelligence to detect and prevent
48 Desired
fraud across the network.
Bidder should be able to provide robust security measures and data protection to
49 Desired
safeguard customer information.
Page 49 of 68
Appendix-F(ii)
Scope of Work – Environmental, Social & Governance
Requirement
Sl. No Requirement
Type
1 Conduct an environmental impact assessment to identify and mitigate potential Mandatory
risks and impacts on the environment.
2 Measurement of carbon footprint using globally acceptable standards. Mandatory
Build and develop templates to ensure periodic emissions calculations are
3 Mandatory
maintained by the Bank.
4 Track finance emission through a dashboard. Mandatory
Integrate carbon foot-printing and offsetting into the everyday banking
5 Mandatory
experience.
6 Solution to estimate daily carbon footprints based on the spending pattern. Mandatory
Vendor should provide a Green Score to users which gives the user a relative
indication of their carbon footprint. The score should be based on:
• Customer transactional data
7 • Customer non-transactional behaviour (e.g. – visit to branch for a transaction Mandatory
which could have been processed digitally)
• Questionnaire
• Any other basis that the vendor deems fit
Provide summarized and detailed view of per user footprints:
• Instant overview of the carbon footprint offered as part of the mobile banking
8 Mandatory
usage behaviour
• Filter by time period and category/ source
Vendor should show the average Green Score of other users and show insights to
the user on how they fair in their carbon footprint. E.g. – classify users in cohort’s
9 Mandatory
basis various demographic parameters and show to the user “Other users like you
have an average Green Score of 78/100”.
Provide customers with awareness, insight based on their carbon profile:
10 • Nudges and notifications on the carbon impact Mandatory
• Carbon Benchmarking
• Advice on how to spend more sustainably
11 Mandatory
User alternative actions and provides measurable outcomes based on which
special rewards or incentives can be awarded.
Ability to integrate with Bank’s Rewards program to provide the Green rewards
12 Mandatory
to customers.
Page 50 of 68
Vendor should be able to design and run a rewards mechanism through which
points can be awarded to/deducted from a user’s account based on their spending
13 Mandatory
activities (award for spending that has less carbon footprint and deduct for
spending that has high carbon footprint)
The rewards program should include appropriate tiering and the vendor would
be required to manage the tiering program by showing the respective tiers to
14 Mandatory
users, benefits at different tiers, and incentivizing customers to improve their
score to earn more points and upgrade their tier.
The solution should be able to calculate the impact on Green Score of a customer
15 on a continuous basis, based on transaction carried out by the customer and/or Mandatory
any activity undertaken by the user
Ability to provide Carbon Insight either as a stand-alone cloud service or hosted

16 Mandatory
on-premises.
17 Ensuring decarbonization projects are transparent. Mandatory
Providing individuals with mechanisms to track and reduce their carbon

18 Mandatory
footprints.
Providing data and insights in order to sway customer purchasing behaviour

19 Mandatory
towards more ESG friendly alternatives and brands.
20 To enable Bank with stronger ESG insights to its customers. Mandatory
21 Vendor to take address all concerns related to Privacy and Data Security. Mandatory
Calculation methodology, Assumptions used in the calculations, 3rd party

22 Mandatory
document sources used, etc. should be well maintained and auditable.
Enhance transparency and disclosure practices, including regular reporting on

23 Mandatory
ESG performance and initiatives
Reporting: The vendor would be required to provide insights to the bank on

24 usage, transaction volumes, month on month average score movement of users, Mandatory
etc. (illustrative).
The solution should seamlessly integrate with the various user journeys as
25 Mandatory
required by the bank.
The vendor should be able to seamlessly integrate with the bank’s MarTech
26 vendor and share information relevant for analyzing and recommending relevant Mandatory
products/services to customers.
Page 51 of 68
The vendor should be able to integrate with the bank’s OMP vendor to list the
27 Mandatory
sustainable brands on the online marketplace of the bank on its app and web.
Provide detailed action steps w.r.t. Carbon offsetting and green financial products
to improve their score/reduce their carbon footprints
28 Desired
• Carbon offsetting via certified program
• Eco-friendly financial product offers from the Bank
For customer engagement, solution should have features like engaging in

different sustainability initiatives, shopping and deals on sustainable brands,
pledging, donations, purchasing carbon credits, educational videos, updating
29
activities like planting a tree, etc. (illustrative) Desired
• Promote the use of renewable energy sources and energy-efficient
technologies.
Ensure compliance with relevant laws, regulations, and industry standards in the
Sustainability/ ESG space. Below is a list of agencies/ standards to be followed
(This is not an exhaustive list and is only provided for reference purpose):
UNFFF
Exiobase
European Environment Agency
Greenhouse Gas Protocol
Verra
30 Desired
Ecoinvent
EPA – United States Environmental Protection Agency
Ademe – Agency for Ecological Transition
Global Logistic Emission Council
Smart Freight Centre Accreditation
ISO 14067, ISO 27001
AICPA SOC 2
Classification of Individual Consumption by Purpose (COICOP)
31 Developing and facilitating the use of carbon benchmarks and indexes. Desired
32 Creating trusted infrastructure to facilitate carbon credit trading. Desired
Page 52 of 68
Appendix-F(iii)
Scope of Work - Rewards Management
Requirement
Sl. No Requirement
Type
Earn the Rewards
1 Generating rewards in form of Coins, vouchers, promocodes & Cashback Mandatory
2 Real time alerts on earning the rewards Mandatory
3 Generation of rewards for Online and Offline transaction / goals. Mandatory
4 Earn rewards via Gamifications (Spin wheels, Scratch Card, Quiz etc.) Mandatory
Ability to offer differentiated rewards as per the categorization of the customer
5 Mandatory
across all trigger points. (Like Premier / wealth customer)
Hyper personalize rewards capability on completing the time bound goal
6 Mandatory
achievement.
7 Rewards through referral programs Mandatory
8 Capability to combine rewards for a family and provide family curated campaigns Desired
Burn the Rewards
9 Real time redemption of rewards Mandatory
10 Redemption of rewards on online and offline transactions Mandatory
11 Capabilities to integrate with PG for redemption in part and full points Mandatory
12 Burn rewards via Gamification Mandatory
13 Should be able to make donation to charitable trust from reward points Mandatory
Portal / Microsite to be introduced to redeem the points accumulated and should
14 Mandatory
be desktop and mobile compatible
Ability to notify customer in advance regarding expiry of points and suggest
15 Mandatory
offers for redemption before expiry.
Miscellaneous
16 Unified accrual of rewards via various platform, INB, YONO & YONO Lite Mandatory
Reward program should provide financial incentive to customer to engage with
17 the bank’s products and services, Joint venture products, and other web/app Mandatory
sections such as updating the complete profile of user (illustrative)
Ability to run cohort based (identified customer segment) campaigns regarding
18 Mandatory
rewards and offers.
The Vendor would be required to propose in their rewards program plan, earn
19 and burn rates, which would be approved by the bank and revised on an ongoing Mandatory
basis as per the performance of the program.
Reporting: Vendor would be required to provide insights to the bank on
20 performance of rewards program, customer preferences, and transaction volumes Mandatory
by products/categories, data related to the tiering program, etc. (illustrative).
Capabilities to integrate through API /file based with Bank’s system as well as
21 Mandatory
with existing rewards program.
Page 53 of 68
22 Tie up with more than one payment gateway will be preferred. Desired
Appendix-F(iv)
Scope of Work - Property Aggregator

Sl. No Requirement Requirement
Type
General
Inclusion of comprehensive listings and images of properties across India,
1 comprising flats, individual houses, and land parcels with a bifurcation of New and Mandatory
Resale properties.
Categorize the properties based on their approval status from the State Bank of
2 India (SBI) and other major Bank / NBFC's in the industry. Mandatory
Ensure that the aggregator provides a valid RERA registration number for the
3 properties listed. Mandatory
Provide detailed property information, including pricing, accurate address with

4 postal code, total floors, configurations, possession date, and floor plan, developer Mandatory
wise list of properties.
Aggregator may also have capability to maintain database management of property
5 details and prices with an auto-update feature. Mandatory
Expand the scope of services to encompass renting a property, home furnishing,

6 Desired
interior design, home treatment, and assistance from packers and movers.
Reporting
Dashboard to be made available to the Bank for downloading reports - Reports at
1 desired frequencies to be made available via a dashboard with options to download Mandatory
the relevant files.
Customization of reports and dashboard to be made available as per the
2 requirements of the Bank Mandatory
Security
After a pre-determined time of inactivity (for example, 1 minutes) payment session
1 Mandatory
time out period should be put into place
Analytics
Solution should offer real time customer transaction/purchase data, providing
1 insights into customer purchase behavior Mandatory
Compliance
The solution should be compliant with all the latest guidelines of the regulatory
1 authorities. During the contract period, the FinTech partner must make necessary Mandatory
changes in the solution to meet regulatory requirement changes free of cost.
Data Residency: The platform should be entirely hosted in the country ‘India’. All
2 data stored on the platform must always reside within the country ‘India’. Mandatory
Page 54 of 68
Security events, audit trails and logs for administrators and user activity should be
3 enabled to monitor and detect suspicious activity. Mandatory
Solution provider must manage customer consent and appropriately update the
4 consent framework as and when required by regulators’ Mandatory
The proposed solution should comply with the Bank’s Data leakage prevention
measures / policies. In case the proposed solution requires integration with the
5 bank's systems, the solution provider should have data leakage prevention Mandatory
measures in place.
Solution provider must provide, maintain and support its software and subsequent
6 updates, upgrades and bug fixes such that the software is and remains secure from Mandatory
vulnerabilities.
The solution should be portable from cloud model to on-premises / Bank’s cloud
7 service provider, if required by the Bank. Mandatory
The solution should be responsive in nature and should support all

8 mobile/devices/form factors, browsers and operating systems (Mac, Linux, Mandatory
Windows, Android, iOS etc.).
Page 55 of 68
Appendix-F(v)
Scope of Work - Car Aggregator

Sl. No Requirement Requirement
Type
General
Car prices to be mapped with respect to the state when customer selects make,
1 model, variant. Mandatory
Price and car details to be updated as per the market and aggregator should be
2 capable of providing accurate and latest information as per OEM. Mandatory
Aggregator may also have capability to maintain database management of car

3 details and prices with an auto-update feature Mandatory
Inclusion of a comprehensive listings & images encompassing various car

4 models and their respective variants offered by all Original Equipment Mandatory
Manufacturers (OEMs).
Display of ex-showroom and on road prices for the aforementioned car models
5 and variants. Mandatory
Vendor should own the responsibility of data correctness (vehicle details
including pictures, pricing, specifications, variants etc.) which is being shared
6 with the Bank. Mandatory
Vendor may have a direct tie-up with OEMs or have a dedicated data team in
place who collect data through multiple sources.
Reporting
Reports (mutually agreed terms) to be made available to the Bank at desired
1 frequencies. Desired
Analytics
1 Solution to offer real time user-behavior and providing insights on the same. Desired
Compliance
authorities. During the contract period, the FinTech partner must make
1 Mandatory
necessary changes in the solution to meet regulatory requirement changes free
of cost.
Data Residency: The platform should be entirely hosted in the country ‘India’.
2 All data stored on the platform must always reside within the country ‘India’. Mandatory
Security events, audit trails and logs for administrators and user activity should
3 be enabled to monitor and detect suspicious activity. Mandatory
Page 56 of 68
The proposed solution should comply with the Bank’s Data leakage prevention
measures / policies. In case the proposed solution requires integration with the
4 Mandatory
bank's systems, the solution provider should have data leakage prevention
measures in place.
Solution provider must provide, maintain, and support its software and
5 subsequent updates, upgrades and bug fixes such that the software is and Mandatory
remains secure from vulnerabilities.
The solution should be portable from cloud model to on-premises / Bank’s cloud
6 service provider, if required by the Bank. Mandatory
The solution should be responsive in nature and should support all

7 mobile/devices/form factors, browsers, and operating systems (Mac, Linux, Mandatory
Windows, Android, iOS etc.).
Vendor should have multi-lingual capability to display information, atleast in Mandatory
8 Hindi apart from English
Vendor should be able to share Brochure / Price details of selected Car to the Mandatory
9 user through WhatsApp, either through Vendors' WhatsApp Business account
or Bank's WhatsApp channel.
Vendor should provide latest User Reviews for the Car selected, atleast for Mandatory
10 previous 6 months
Vendor should provide information on New Car launches (already launched / Mandatory
11 upcoming launches), preferably with links to launch videos / Launch reviews
by Vendor's team (for recently launched cars)
Vendor should provide an option to the user for booking test drive at the nearest Desired
12
dealership as per the pin code selected
Vendor should provide information on model/color/variant wise "availability" Desired
13 and "waiting time" of Car chosen by user
Vendor may provide "Challan check" feature Desired
14
Considering the increasing trend of EV Car purchases, Vendor should provide Desired
15 list of nearest EV charging stations as per pin code selected by the user
Page 57 of 68
Appendix-F(vi)
Scope of Work – Debt Collection & Recovery

Requirement
Sl No Requirements
Type
Bidder should be able to implement modern technologies such as Artificial
1 Intelligence (AI), Machine Learning (ML), Data Analytics, Predictive Analysis,
Mandatory
and Natural Language Processing (NLP) to automate/optimize debt collection
workflows and reduce delinquencies.
Bidder should be able to provide segmentation and personalization using utilizing
2 borrower demographic profiles, repayment patterns, and response rates to create Mandatory
customized borrower segments and tailor communication strategies accordingly.
Bidder should be able to provide multi-channel communication, establishing an
Omni channel approach to debt collections, leveraging digital communication
3 Mandatory
tools such as SMS, email, WhatsApp, voice messages, and self-service options
to engage with borrowers based on their preferences.
Bidder should be able to provide data Analytics insights by predicting borrower
4 behaviour, response patterns, and engagement rates, enabling lenders to refine Mandatory
their collection strategies and improve overall efficiency.
Bidder should be able to implement compliance and risk management
5 framework, ensuring adherence to regulatory protocols as per the RBI and other Mandatory
financial regulators to mitigate compliance risks and avoid financial penalties.
Bidder should be able to provide Feet on Street (FoS)
 Field collection services involves agents visiting the addresses of
defaulted customers in person to recover outstanding amounts.
 Cheque/Cash Pickup Services: When agents visit customers' addresses to
collect outstanding amounts, they should offer multiple payment options
6 like: Mandatory
 Digital payment (via payment link, UPI, mobile banking, net banking)
 Payment by visiting the bank branch
 Payment by giving a cheque to the agent (who will then submit it to
the nearest branch)
 Payment in cash (which the agent will deposit at the nearest branch
within 24 hours or the next working day)
Bidder should be able to provide Tech/ Digital enablers such as:
Collection Monitoring System:
 Comprehensive solution for collection monitoring, management, and
reporting across stakeholders
7 Digital/Smart Apps for Field Agents:
 Integrated front-end interfaces for field agents
 Provides real-time tracking and journey information
 Update status of collection on real time basis Mandatory
Contact Centre Interface:
 Integrated front-end interfaces for collection call centre agents
Digital Payment Channels for Collection:
 Digital journeys and interfaces for self-serve payments by customers
Bot Calling:
Page 58 of 68
 Automated calling to customers as per the script provided by the bank

 Used for both reminder calling to regular customers and recovering
unpaid balances in case of default
The bidder should be able to automatically send digital communications to all the
SMA customers as per the rules defined by bank. Channels as below to be made
live on single click:
 Push Notifications/SMS/Emails/ WhatsApp messages (Welcome SMS/
Payment reminder / Successful Payment Acknowledgement.)
8 Mandatory
 Payment link
 Legal Notices
 Issue receipt for money received
 Receipt Cancellation
 Intimation for customer to update/add their contact details etc.
9 The proposed solution should be able to integrate with Bank’s EWS (Early Mandatory
warning system).
The bidder should have capability of showing performance of various channels,
10 showing resolution rates of Digital Channel, collection agencies with segregation Mandatory
based on DPD, products, Geographies, overdue slabs etc.
The bidder should be certified from ISO 27001:2013 & ISO 27002:2022
11 Mandatory
certifications and should comply GDPR guidelines.
The bidder should be able to implement automated reminders and notifications
12 to alert customers about upcoming payments, overdue amounts, and payment Mandatory
deadlines.
The bidder should be able to integrate with leading payment gateways to facilitate
seamless transactions and enable customers to make payments using various
13 Mandatory
methods, including net banking, credit/debit cards, UPI, and mobile wallets, etc.
for online journeys.
The bidder should identify potential risks and challenges associated with the
14 implementation of the digital collection and recovery module, such as technical Mandatory
issues, regulatory changes, and security breaches.
The bidder should develop contingency plans and mitigation strategies to address
15 Mandatory
these risks and minimize their impact on the project timeline and objectives.
The bidder should develop comprehensive training materials and resources for
16 bank staff and users to familiarize themselves with the digital collection and Mandatory
recovery module.
The bidder should provide ongoing technical support and assistance to address
17 any issues or concerns that may arise during implementation and operation. Mandatory
The bidder should ensure seamless integration with existing banking systems,
18 Mandatory
including core banking platforms, CRM software, and data analytics tools.
Bidder should be able to integrate with various Banking channels like SMS, IVR,
19 WhatsApp, voice bots, and emails, etc. and provide phygital debt collection Mandatory
solutions to cure SMA 0,1 & 2 cases.
The bidder should be able to design an automated system for identifying
20 delinquent accounts and initiating recovery processes. Mandatory
Page 59 of 68
The bidder should be able to build in guardrails on collection outreach, with DRA
21 Mandatory
certified agents and regulatory reporting.
Bidder should be able to provide data security and compliance with regulatory
22 Mandatory
guidelines, and adherence to SBI's data security requirements.
Bidder should be able to provide digital full stack collections platform, digital
23 engagement channels, and managed services for on-the-ground activities like tele Mandatory
calling, CRM and field agent apps and it should be scalable.
The bidder should be able to provide AI based score basis behavioural data for
24 Desired
dynamic view on propensity to pay.
The bidder should be able to integrate with bot using NLP to have human like
25 Desired
engagement powered by speech recognition.
The bidder should be able to provide Humanize borrower relationships by
providing a debtor-centric and personalized debt resolution experience and
26 Desired
improve resolution rates on stressed assets and minimize non-performing loans
(NPLs).
Bidder should be able to enhance customer experience, focusing on providing a
27 frictionless and personalized borrower experience, considering the unique Desired
situation of each borrower, and offering tailored debt resolution options.
Demonstrate strong domain expertise and experience in the Indian banking
28
industry, with a proven track record of successful debt collection and recovery.
Establish a comprehensive debt collection and recovery process, including initial
stage, legal, and post-legal stages. Manage the legal recovery process, including
29 Desired
filing suits, representing the bank in court proceedings, and executing
decrees/orders.
Bidder should be able to optimize cost by optimizing the end-to-end recovery
30 workflow, including communication, tele calling, field collections, and legal Desired
procedures, to reduce operational costs and achieve economies of scale.
The bidder should collaborate with third-party service providers, such as credit
31 bureaus and legal agencies, to facilitate data exchange and streamline recovery Desired
processes.
Page 60 of 68
Appendix-F(vii)
Scope of Work – UPI 123
Sl Requirement
Requirements
No Type
The proposed solution must comply with NPCI (National Payments Corporation
1
of India) guidelines for UPI123/feature phone payments, RBI (Reserve Bank of Mandatory
India) payment guidelines and Telecom authority and Regulatory guidelines.
2 The Solution should provide Feature Phone Payments Mandatory
The Solution should handle IVR flow, user interaction and connection with Bank
3 Mandatory
switch.
The Solution should integrate Server-side common library activities and UPI PIN
4 Mandatory
Encryption as per the guidelines of Regulatory/Statutory/NPCI/Bank.
For voice-based payments, the Solution shall be able to support and recognize
5 Mandatory
user’s input and there shall be fallback option incase user’s voice is not captured.
The solution should be able to capture customer's voice/Key inputs during the UPI
6 Mandatory
123-UPI services on feature phone in IVR Solution session.
7 The Solution should have checks in place so that call conferencing while making
Mandatory
the payment is prevented.
The vendor must design & size the hardware required (Including Test /
Development / Training). The vendor should provide complete information on
hardware requirement for end-to-end solution. The vendor should provide the
8 hardware, software and network architecture of the solution offered by means of Mandatory
diagrammatic/pictorial representations, including the project plan for going live.
Vendor should also provide security set-up proposed in the solution and various
layers of risk identification and mitigation measures.
The solution must be enabled to perform post-facto audit of the UPI 123-UPI
9 Mandatory
services on feature phone process (customizable as per the Bank's requirement).
The solution shall ensure that the process is a seamless, real-time, and secured,
end-to-end encrypted audio interaction with the customer and the quality of the
communication adequate to allow identification of the customer beyond doubt
10 Mandatory
(Dependent State Bank of India infrastructure should be explicitly mentioned in
the response). The Solution shall have the user related & user input information
encrypted. End to End secured communication channel.
11 The solution should able to save the communication securely with date/time stamp. Mandatory
The solution should enable the State Bank of India UPI switch to carry out an
12 authenticity check in order to guard against spoofing and such other fraudulent Mandatory
manipulations.
The solution must possess real-time Dashboards capabilities to track UPI 123-UPI
13 Mandatory
services on feature phone activities through IVR Solution.
The solution must have a 3rd party Information Security Audit Report by a CERT-
14 Mandatory
in empaneled agency.
The solution must be capable of providing tracking dashboards & Reports on the
15 Mandatory
initiated UPI 123-UPI services on feature phone in IVR Solution sessions.
Page 61 of 68
Data Residency: The platform should be entirely hosted in the country 'India'. All
16 Mandatory
data stored on the platform must always reside within the country 'India'.
Security logging: Security events, audit trails and logs for administrators and user
17 Mandatory
activity should be enabled to monitor and detect suspicious activity.
Application Security: Solution provider must provide, maintain and support its
18 software and subsequent updates, upgrades and bug fixes such that the software is Mandatory
and remains secure from vulnerabilities.
19 authorities. During the contract period, the successful vendor must make necessary Mandatory
changes in the solution to meet regulatory requirement changes free of cost.
The Bank's environment should not be shared with other clients. Bank should have
20 Mandatory
its own segregated environment.
The solution should have proper Business Continuity Plan.
21 As part of BCP, the solution should have Data Center & Disaster Recovery Center Mandatory
in different seismic zones and both should be hosted in India.
22 MIS Reports need to be customize as per Bank's requirement. Mandatory
The solution should be able to integrate with Bank's Security Operation Centre for
23 Mandatory
monitoring purpose.
The solution should be able to detect if the services are being used by the customer
24 Mandatory
using telecom services.
The solution should be portable from cloud model to on premise / Bank's cloud
25 Mandatory
service provider, if required by the Bank.
The solution should enable customers to avail IVR Solution based UPI services
using feature phone/smart phone. The IVR Solution interaction process should be
26 hassle free for the customer. The IVR Solution interaction request should be Mandatory
initiated by the end customer on the IVR Solution platform being provided for UPI
123-UPI services on feature phone.
IP Whitelisting: The solution provider must have the capability of IP whitelisting
to restrict platform access from a limited number of known locations / IP addresses
27 Mandatory
both for accessing the service as well as for accessing Platform administrative
consoles.
28 The solution should be capable to initiate reconnection in case of call drop. Mandatory
The solution architecture should allow to quickly scale up in case volume surges
29 Mandatory
up. Any limitation to future scalability should be mentioned in the response.
The solution should have the ability to compress the audio file with best possible Mandatory
30
compression technique.
31 The solution must support, rejection reason and drop off if any. Mandatory
32 The data should be stored in encrypted form with the Bank's encryption key. Mandatory
Page 62 of 68
The solution should able to capture/process customer data via API call from Bank's
33 Mandatory
system.
The solution should be able to configure feature phone/voice based UPI journeys
34 and not limited to (Registrations, de-registrations, P2P/P2M Payments, Bill Mandatory
payments, Balance enquiries etc.) separately and capture the response accordingly.
35 Reconciliation System shall be at Par with existing UPI system Mandatory
UPI services flow on IVR Solution should be customizable as per Bank's
36 Mandatory
requirement.
Solution should not store UPI payment data, Personal Information and/or Sensitive
37 Personal Data and Information (as defined under the Information Technology Act, Mandatory
2000), collected or received by them.
Solution shall comply with the laws of India, the rules and regulations
framed/issued thereunder, circulars and notifications issued by RBI (including
Storage of Payment System Data in India dated April 06, 2018), and the procedural
38 Mandatory
guidelines, circulars (including UPI operating circulars no. 115 & 133) and
instructions issued by NPCI, as may be applicable to them and/or issued in relation
to UPI, from time to time.
The solution should be multilingual enabled and support all languages (Assamese,
Bengali, Gujarati, Hindi, Kannada, Kashmiri, Konkani, Malayalam, Manipuri,
Marathi, Nepali, Odia, Punjabi, Sanskrit, Sindhi, Tamil, Telugu, Urdu, Bodo,
39 Mandatory
Santhali, Maithili and Dogri) as per 8th schedule of constitution and should ask
customer for their preferred language and show further instructions in his / her
preferred language.
The solution should support to provide multilevel disclaimers to the user at their
40 Mandatory
preferred language.
Bank should be able to play some product ad to the customer during the waiting
41 Mandatory
time.
The solution should provide connection quality indicator for both end (IVR &
42 Mandatory
Customer).
43 Availability of MIS reports in line with the business requirements Mandatory

The solution should be enabled to perform concurrent audit of the UPI 123-UPI
44 Desired
services on feature phone, process (customizable as per the Bank's requirement).
The solution must support masking of specific data elements such as Aadhaar
45 Desired
number
The solution should able to trigger OTP to the customer during IVR session (if the
46 Desired
case may be) and customer can authenticate by reading it during the session.
47 The solution should have ability to generate and record Transcript for conversation. Desired
Page 63 of 68
Appendix-F(viii)
Scope of Work - Content Localization (Translate & Transliterate)

Sr. Requirement
Requirements
No Type
The objective of this RFE/RFP is to localize and translate various content for SBI,
ensuring accurate and culturally appropriate communication with the target audience
but not limited to:
 Website content
 Mobile app content
 Marketing materials
 Product descriptions and brochures
 Application forms
 Customer communications (account statements, notices, etc.)
 User manuals
 Legal documents & Training materials
 Reports and presentations
1  Internal documents and training materials
 Social media posts and campaigns Mandatory
 Script for Audio & Video
Some of the illustrative examples mentioned below but not limited to:
o Screen/UI/UX/Display: Forms/screens/Pages of the entire Target
Application(s) including any customized screens of the Target
Application(s) should be completely converted into target language. This
should include, Screen text consisting of menus, labels, captions, buttons,
and tooltips etc. Configuration and master data consisting of Lists, drop-
downs, and combos and customer data using Phonetic Transliteration.
o Reports Display and Printing: Specific selected reports from the SBI
Core Banking/YONO/YONO lite/Internet Banking/ Application & any
other Contents including any customized reports of the Bank.
Applications should be completely converted into target language
maintaining the format exactly as per English.
The vendor will be responsible for translating the English content into the target 15
2 Indian regional languages: Assamese, Bengali, Dogri, Gujarati, Hindi, Kannada,
Konkani, Malayalam, Marathi, Meitei (Manipuri), Odia, Punjabi, Tamil, Telugu, and Mandatory
Urdu. Additional Indian regional language services may be required based on project
needs while ensuring accuracy in meaning, tone, and context.
3 The vendor will be responsible for ensuring accurate translation and localization of
Mandatory
content by following industry best practices and quality assurance processes.
4 The vendor will be responsible for Conducting thorough proof-reading and editing
Mandatory
to maintain linguistic accuracy and consistency.
The translation of material must be done using proprietary solutions and personnel
Desired
5 within the selected vendor, not through automatic translation software such as Google
Translate.
Page 64 of 68
6 The Translation Software should support various file types such as Text, PDF,
Mandatory
HTML, and XML, etc.
The vendor should have the capability of extracting/converting the material to be
7
translated from one file format into another and return it in the file format as per the Mandatory
Bank's requirement.
8 Any errors in the deliverables must be corrected by the vendor free of charge Mandatory
immediately and corrected text must be submitted/updated immediately.
The necessary proof reading of the material translated for its authenticity will be the
9
responsibility of the translating vendor. In case of negligence, it will be the Mandatory
responsibility of the translating vendor.
The selected vendor is not permitted to reproduce, reprint, or transmit the content to
10
any third party by any means, including photocopying, photographing, cyclostyling, Mandatory
microfilming, scanning, electronic copying, or any other method.
11 The vendor would be required to translate and transliterate all the static/dynamic
Mandatory
pages of Mobile app/website/intranet etc.
The Translation Software should be capable of converting screens, reports and prints
12
including customer / employee names, designations and addresses from English to Mandatory
Multiple languages in all varieties of deployment viz., Online, batch and on demand.
The Translation Software should be capable of dictionary creation and maintenance
13
of Core Banking Application & any other Applications/screens, reports and prints in Mandatory
Multiple languages.
14 The vendor should be able to deploy software/solution as per the requirement of the Mandatory
bank.
The vendor should have the capability to proofread, verify, and vet the contents in all
15
languages as mentioned in Point.No.2 shared by Bank with 100% accuracy of the Mandatory
translation/content.
The vendor must ensure that all translated content is linguistically and culturally
16 appropriate, free from controversy, and compliant with the current laws of India.
Mandatory
Additionally, vocabulary, grammar, tonality, punctuation, and style should be
contextual and suitable as per the requirements.
17 The vendor shall update security patches, upgrades and resolve bugs if any found in
Mandatory
the provided application throughout the engagement period.
18 The vendor should ensure that the rich library of words and sentences created during Mandatory
the translation process should be shared with SBI.
Page 65 of 68
Appendix -G
PROFORMA OF EMPANELMENT LETTER TO BE ISSUED BY THE BANK

AFTER SUCCESSFUL EMPANELMENT UNDER THE REQUIRED
SOFTWARE SOLUTION/ SERVICES CATEGORY
Date:
M/s._____________
_________________
Sub: Empanelment by the Bank for Your offer of Software Solution/ Services
RFE ref. No. _____________dated __________ for ________________
1. With reference to your bid for empanelment with the Bank for offering
Solution/Services under the requested category (ies) in pursuant to aforesaid RFE, you
have been shortlisted for empanelment under below mentioned category(ies), in
accordance with the RFE specifications:
Description category of the Solution/services

________________________________
2. Subject to the terms and conditions of RFE, this Empanelment of Solution/Services

will be valid for 3 years from the date of selection, i.e. ………. (DD/MM/YYYY).
3. All other terms and conditions shall be as per the RFE.
Signature _______________________
Name _______________________
Designation with stamp __________________
Page 66 of 68
Appendix-H
Query Format for Bidders
Vendor Sl. No RFE RFE Existing Query/Suggestions

Name Page No Clause No. Clause
Page 67 of 68
Appendix-I
Format for Submission of Client References (on letter head)
To whosoever it may concern
Client Information
Particulars Details
Client Name (where solution is
implemented)
Client address
Name of the contact person and

designation (Client side)
Phone number of the contact person

E-mail address of the contact person
Project Details
Name of the Project implemented
Implementation Start Date

Implementation End Date
Current Status (In Progress /
Completed)
Size of Project
Value of Work Order (In Lakh)
(only single work order)
(Bidders to ensure that separate Appendix I is submitted for each reference they are
quoting for evaluation even if it pertains to the same company but for different
projects)
Name & Signature of authorized signatory
Seal of Company
Page 68 of 68

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REQUEST FOR EMPANELMENT (RFE)

Name and Address of the Principal Office:

Deputy General Manager (T, I, & Spl. Projects),

Sl. Particulars Remarks

2 RFE Document AvailabilityThis is an open RFE and will be published both

All communications regarding points / queries

Sr. Name Mobile No. Email ID

7 Bidder Contact Bidder to provide following information:

S.N. INDEX PAGE NO.

In this connection, the following terms shall be interpreted as indicated below:

v. “Bidder/ Vendor” is the successful Bidder found eligible as per eligibility

vi. Software Solution/ Services/ System – “Software Solution” or “Services” or

Note: The detailed Eligibility Criteria is attached as an Appendix C

1. Eligibility criteria for Indian Start-ups

i. Up to a period of ten years from the date of incorporation / registration, if it is

b. Those entities which have obtained Certificate of Recognition as Start-up based on

c. Any changes/ modifications/ amendments with respect to definition of Start-ups

d. Additional guidelines for recognition of Start-ups dated as per Government of India

However, merger or amalgamation under section 233 of the Companies Act,

Where “small company” means a company, other than a public company,

For two or more merged start-up companies:

ii. Compromise/ Arrangement: Entities formed due to compromise/

iv. Holding including foreign holding, Subsidiary including foreign

 Shareholding by Indian promoters in the startup should be at least 51%, as

v. Name Change: Changes in the name of a recognized Startup necessitated

vi. CIN/LLPIN Change: Changes necessitated in CIN/LLPIN due to (a) change

vii. Incorporating additional entities: Incorporating additional entities having

viii. Common directorship/partnership: Recognition of an entity having

ix. Regulatory Areas: Entities operating in domains specifically prohibited by

x. Sole Proprietorship: A sole proprietorship is not eligible to apply for

2. Eligibility criteria for FinTechs and other Digital Capability Partners

risk, improvement in compliance, increase in operational efficiency, etc. for

3. The entity should submit a declaration at the time of consideration for

4. The above-mentioned eligibility criteria are illustrative in nature and not

The bidders may be required to make a presentation/ solution demonstration for

The bidder should be in readiness to demonstrate its Product/Services under Proof of

Sr. Category Indicative Requirement

· This solution should provide robust tools and

· Categorize the properties based on their approval

· Ensure that the aggregator provides a valid RERA

· Provide detailed property information, including

configurations, possession date, and floor plan,

· Aggregator may also have capability to maintain

· Price and car details to be updated as per the market

· Aggregator may also have capability to maintain

· Inclusion of a comprehensive listings & images

· Display of ex-showroom and on road prices for the

· Offer segmentation and personalization using

8 Content Localization Translating/ Transliterating the interface by adapting

8. CLARIFICATION AND AMENDMENTS ON RFE:

9. CONTENTS OF BID DOCUMENT:

10. BID PREPARATION AND SUBMISSION:

ii. Bidders may please note:

11. DEADLINE FOR SUBMISSION OF BIDS:

12. MODIFICATION AND WITHDRAWAL OF BIDS:

13. BID INTEGRITY:

14. BIDDING PROCESS FOR EMPANELMENT:

15. TECHNICAL EVALUATION:

16. CONTACTING THE BANK:

17. WAIVER OF RIGHTS: