request for proposal (rfp) - UNDP | Procurement Notices [PDF]

REQUEST FOR PROPOSAL (RFP) NAME & ADDRESS OF FIRM

DATE: November 5, 2013 REFERENCE: RFP-BD-2013-072

Dear Sir / Madam: We kindly request you to submit your Proposal for Hiring consulting firm for “Development of Agent Banking Solutions for Financial Inclusion’’ Please be guided by the form attached hereto as Annex 2, in preparing your Proposal. The proposals should be submitted by on or before 12.30 p.m. (local time) on Thursday, November 21, 2013 on the following addresses by hand/courier delivery or by e-mail: Hard copy Proposals may be submitted to the address below: United Nations Development Programme UNDP Registry unit,12th floor, IDB Bhaban, Agargaon, Sher-E-Bangla Nagar, Dhaka, Bangladesh UNDP Procurement unit Your Proposal must be expressed in the English language, and valid for a minimum period of 90 days. The bidders must submit the Technical and Financial proposal in two separate sealed envelopes clearly marked on envelopes either “TECHNICAL PROPOSAL” or “FINANCIAL PROPOSAL” and the 2(two) envelopes shall then be sealed in an outer envelope bearing RFP Reference, Subject ,the address of UNDP , Proposer’s name and address. It must be taken care that the Technical proposal must not mention any information related to financial proposal, otherwise the submission will be rejected. In addition to the hard copy of technical proposal, bidder is requested to submit the softcopy of the technical proposal only in .pdf format in a Compact Disc (CD), and kindly ensure that the file is free from any virus or corrupted files. In the course of preparing your Proposal, it shall remain your responsibility to ensure that it reaches the address above on or before the deadline. Proposals that are received by UNDP after the deadline indicated above, for whatever reason, shall not be considered for evaluation. Services proposed shall be reviewed and evaluated based on completeness and compliance of the Proposal and responsiveness with the requirements of the RFP and all other annexes providing details of UNDP requirements. The Proposal that complies with all of the requirements, meets all the evaluation criteria and offers the best value for money shall be selected and awarded the contract. Any offer that does not meet the requirements shall be rejected.

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Any discrepancy between the unit price and the total price shall be re-computed by UNDP, and the unit price shall prevail and the total price shall be corrected. If the Service Provider does not accept the final price based on UNDP’s re-computation and correction of errors, its Proposal will be rejected. No price variation due to escalation, inflation, fluctuation in exchange rates, or any other market factors shall be accepted by UNDP after it has received the Proposal. At the time of Award of Contract or Purchase Order, UNDP reserves the right to vary (increase or decrease) the quantity of services and/or goods, by up to a maximum twenty five per cent (25%) of the total offer, without any change in the unit price or other terms and conditions. Any Contract or Purchase Order that will be issued as a result of this RFP shall be subject to the General Terms and Conditions attached hereto. The mere act of submission of a Proposal implies that the Service Provider accepts without question the General Terms and Conditions of UNDP, herein attached as Annex 4. Please be advised that UNDP is not bound to accept any Proposal, nor award a contract or Purchase Order, nor be responsible for any costs associated with a Service Providers preparation and submission of a Proposal, regardless of the outcome or the manner of conducting the selection process. UNDP’s vendor protest procedure is intended to afford an opportunity to appeal for persons or firms not awarded a Purchase Order or Contract in a competitive procurement process. In the event that you believe you have not been fairly treated, you can find detailed information about vendor protest procedures in the following link: http://www.undp.org/procurement/protest.shtml. UNDP encourages every prospective Service Provider to prevent and avoid conflicts of interest, by disclosing to UNDP if you, or any of your affiliates or personnel, were involved in the preparation of the requirements, design, cost estimates, and other information used in this RFP. UNDP implements a zero tolerance on fraud and other proscribed practices, and is committed to preventing, identifying and addressing all such acts and practices against UNDP, as well as third parties involved in UNDP activities. UNDP expects its Service Providers to adhere to the UN Supplier Code of Conduct found in this link : http://www.un.org/depts/ptd/pdf/conduct_english.pdf Thank you and we look forward to receiving your Proposal. Sincerely yours,

Thokozani Murape Procurement Specialist 05/11/2013

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Description of Requirements Context of the Requirement

Implementing Partner of UNDP Brief Description of the Required Services1

A vast majority of Bangladeshi lives outside the formal banking network and are therefore deprived from essential financial services like payments and remittance facilities, savings, loans and insurance services and subjected to unfair money lending practices. Access to affordable, sustainable and secure financial services contributes directly to increasing income and reducing vulnerability for the poor. Bringing more people, and therefore more money, into the formal financial system can lead to overall economic growth and development, and increased stability in developing the Bangladesh economy. The A2I Phase II project proposes to design and launch a mechanism to ensure maximum possible financial inclusion in the country. This initiative will also facilitate formulation of the necessary enabling environment for the relevant stakeholders such as banks, telecommunication operators, financial and telecommunication regulatory authorities, content providers, citizens and SMEs. Election Commission of Bangladesh The intervention will include the following components:  Agent Banking – to empower the unbanked.  Government-to-person (G2P) payments – to make social safety net payments to the poor and destitute more effective and cost-effective.  Person-to-government (P2G) payments – to reduce time and cost, and also the influence of the rent-seekers on poor citizens when they travel far to access government services.  Person-to-person (P2P) remittance payments from abroad and within the country – to bring down cost of transaction for both the persons and also for the financial institutions.  Insurance and credit delivery and management –to contribute to an area which is emerging as the most recent frontiers in

mobile/electronic payment mechanisms especially for rural underserved population. 

Micro-insurance – to provide to the poor access to proper risk management tools and reduce their vulnerability to falling back into

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A detailed TOR may be attached if the information listed in this Annex is not sufficient to fully describe the nature of the work and other details of the requirements.

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poverty.



Micro-credit – to lower the cost of micro-credit transactions and, in turn, the interest rate to poor borrowers.

List and Description of Expected Outputs to be Delivered

The proponent will be responsible for producing the following to address the objective of the assignment.  Technological solution of Agent Banking Platform  Intellectual Property Rights (IPR) of the Software Solutions with complete source code and design documents (subject to negotiation and non-compete assurance from a2i)  Training Manual Person to Supervise Programme Analyst , Policy Support & Communication Cluster the Work/Performance of the Service Provider Frequency of As specified in the ToR Reporting Progress Reporting Requirements As specified in the ToR As specified in the ToR Location of work Expected duration of 5 Months work Target start date December ,2013 Latest completion April, 2014 date As specified in the ToR Travels Expected Special Security Requirements Facilities to be Provided by UNDP (i.e., must be excluded from Price Proposal) Implementation Schedule indicating breakdown and timing of activities/sub-

☒ Not applicable ☐ As per the ToR

☒ Required

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activities Names and curriculum vitae of individuals ☒ Required who will be involved in completing the services Currency of Proposal Value Added Tax on Price Proposal2 Validity Period of Proposals (Counting for the last day of submission of quotes) Partial Quotes Payment Terms3

☒ Local Currency (BDT) ☒ must be exclusive of VAT and other applicable indirect taxes ☒ 90 days In exceptional circumstances, UNDP may request the Proposer to extend the validity of the Proposal beyond what has been initially indicated in this RFP. The Proposal shall then confirm the extension in writing, without any modification whatsoever on the Proposal. ☒ Not permitted Outputs

Percentage

Gap Analysis, finalize Business Requirements Document and submit the plan

20% of the total amount After customization and 30% of the complete testing of the Agent total Banking Platform amount

After completion of Training Programme and System handover to Go Live !

Condition for Payment Release Within thirty (30) days from the date of meeting the following conditions: a) UNDP’s written acceptance (i.e., not mere receipt) of the quality of the outputs; and b) Receipt of invoice from the Service Provider.

40% of the total amount

2

VAT exemption status varies from one country to another. Pls. check whatever is applicable to the UNDP CO/BU requiring the service. 3 UNDP preference is not to pay any amount in advance upon signing of contract. If the Service Provider strictly requires payment in advance, it will be limited only up to 20% of the total price quoted. For any higher percentage, or any amount advanced exceeding $30,000, UNDP shall require the Service Provider to submit a bank guarantee or bank cheque payable to UNDP, in the same amount as the payment advanced by UNDP to the Service Provider.

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After 6 months successful Live Operations

Person(s) to review/inspect/ approve outputs/completed services and authorize the disbursement of payment Type of Contract to be Signed Criteria for Contract Award

Criteria for the Assessment of Proposal

10% of the total amount

Assistant Country Director, Policy support cluster

☒ Contract for Professional Services

☒Highest Combined Score (based on the 70% technical offer and 30% price weight distribution) ☒Full acceptance of the UNDP Contract General Terms and Conditions (GTC). This is a mandatory criteria and cannot be deleted regardless of the nature of services required. Non acceptance of the GTC may be grounds for the rejection of the Proposal. Evaluation and comparison of proposals: Prior to the technical evaluation all proposals will be screened based on the minimum eligibility criteria mentioned below: Minimum eligibility criteria 

Company Profile – This should not exceed 15 pages, describing the nature of business, field of expertise, licenses, certifications, accreditations etc.



The firms must have at least 3 years proven experience in developing Centralized Core Banking Solutions or other financial solutions



The firm must submit copy of work order/ contract or work completion certification from clients against 2 assignments of similar nature in last 5 years.



The bidder must submit CVs and signed commitment letter from each of the proposed key personnel

 

Business Licenses – Registration Papers, Tax Payment Certification, etc. Latest Audited Financial Statement – income statement and balance sheet to indicate Its financial stability, liquidity, credit standing, and market reputation, etc.

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Written Self-Declaration that the company is not in the UN Security Council 1267/1989 List, UN Procurement Division List or Other UN Ineligibility List. (Annex 3) “All Proposers must submit necessary documentations to substantiate above qualifications. Proposals that will not meet above qualifications shall not be considered for the next step of the procurement process". 

Technical Proposal (70%) Technical Evaluation Criteria

☒ Expertise of Firms ( 30%) ☒ Proposed methodology and approach to the assignment (40%) ☒ Qualifications and competence of the proposed personnel for the Assignment (30%) No Evaluation Criteria for Technical Proposal 1.

Overall experience and qualifications of the firm (including consortium and/or sub-contracting arrangement, if applicable)

Reputation of Organization and Staff General Organizational -HR -Infrastructure & support Relevance of: Specialized Knowledge & Experience 2.

Max points

10 Capability 05 30 10 05

Approach & Methodology proposed in the technical proposal

Management plan -Present Activities - General Management Approach Resource Plan - HR plan - Supporting tools and Equipment Methodology

5

5

Understanding about the project

15

Addressing the requirements

10

Presentation of proposal

5

50

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3.

Timeline or Gantt chart

5

Concept

5

Skills and experience of experts proposed

a. Task Manager Suitability for the Project

3

Professional qualification

2

Experience in this area

5

20

b. Experts Suitability for the Project

3

Professional qualification

2

Professional Experience in the area of specialization

5

TOTAL:

100

Compliance with technical specifications in TOR is mandatory requirement. Financial Proposal (30%) Financial Evaluation: In the Second Stage, the price proposal of all contractors, who have attained minimum 70% score in the technical evaluation, will be compared. The contract will be awarded to the bidder offering the ’best value for money’. The contract will be awarded to the Contractor based on the cumulative method. In this methodology, the maximum number of points assigned to the financial proposal is allocated to the lowest price proposal. All other price proposals receive points in inverse proportion. A formula is as follows The formula for the rating of the Proposals will be as follows: Rating the Technical Proposal (TP): TP Rating = (Total Score Obtained by the Offer / Max. Obtainable Score for TP) x 100 Rating the Financial Proposal (FP): FP Rating = (Lowest Priced Offer / Price of the Offer Being Reviewed) x 100 Total Combined Score:

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(TP Rating) x (Weight of TP, e.g. 70%) + (FP Rating) x (Weight of FP, e.g., 30%) =Total Combined and Final Rating of the Proposal The proposal obtaining the overall highest score after adding the score of the technical proposal and the financial proposal is the proposal that offers best value for money UNDP will award the contract to: Annexes to this RFP4

Contact Person for Inquiries (Written inquiries only)7

Other Information

☒One and only one Service Provider ☒ Form for Submission of Proposal (Annex 2) ☒ General Terms and Conditions / Special Conditions (Annex 3)5 ☒ Detailed TOR ☐ Others6 [pls. specify] Rezwana H. Chaity [email protected] Please mention the following in the subject while sending any query to UNDP regarding this RFP on or before 14 November, 2013. “Attn. Rezwana Chaity- Queries on RFP-BD-2013-072” Any delay in UNDP’s response shall be not used as a reason for extending the deadline for submission, unless UNDP determines that such an extension is necessary and communicates a new deadline to the Proposers. A pre-bid meeting will be held at the address mentioned above for the clarification of the document submission on 11 November, 2013 at 10.30 AM in IDB Bhaban.

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Where the information is available in the web, a URL for the information may simply be provided. Service Providers are alerted that non-acceptance of the terms of the General Terms and Conditions (GTC) may be grounds for disqualification from this procurement process. 6 A more detailed Terms of Reference in addition to the contents of this RFP may be attached hereto. 7 This contact person and address is officially designated by UNDP. If inquiries are sent to other person/s or address/es, even if they are UNDP staff, UNDP shall have no obligation to respond nor can UNDP confirm that the query was received. 5

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Annex 2

FORM FOR SUBMITTING SERVICE PROVIDER’S PROPOSAL8 (This Form must be submitted only using the Service Provider’s Official Letterhead/Stationery9)

[insert: Location]. [insert: Date] To:

[insert: Name and Address of UNDP focal point]

Dear Sir/Madam: We, the undersigned, hereby offer to render the following services to UNDP in conformity with the requirements defined in the RFP dated [specify date] , and all of its attachments, as well as the provisions of the UNDP General Contract Terms and Conditions : A. Qualifications of the Service Provider

The Service Provider must describe and explain how and why they are the best entity that can deliver the requirements of UNDP by indicating the following :

Minimum eligibility criteria: 

Company Profile – This should not exceed 15 pages, describing the nature of business, field of expertise, licenses, certifications, accreditations etc.



The firms must have at least 3 years proven experience in developing Centralized Core Banking Solutions or other financial solutions



The firm must submit copy of work order/ contract or work completion certification from clients against 2 assignments of similar nature in last 5 years.



The bidder must submit CVs and signed commitment letter from each of the proposed key personnel



Business Licenses – Registration Papers, Tax Payment Certification, etc.

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This serves as a guide to the Service Provider in preparing the Proposal. Official Letterhead/Stationery must indicate contact details – addresses, email, phone and fax numbers – for verification purposes 9

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Latest Audited Financial Statement – income statement and balance sheet to indicate Its financial stability, liquidity, credit standing, and market reputation, etc.  Written Self-Declaration that the company is not in the UN Security Council 1267/1989 List, UN Procurement Division List or Other UN Ineligibility List. (Annex 3) “All Proposers must submit necessary documentations to substantiate above qualifications. Proposals that will not meet above qualifications shall not be considered for the next step of the procurement process". 

B. Proposed Methodology for the Completion of Services The Service Provider must describe how it will address/deliver the demands of the RFP; providing a detailed description of the essential performance characteristics, reporting conditions and quality assurance mechanisms that will be put in place, while demonstrating that the proposed methodology will be appropriate to the local conditions and context of the work.

C. Professional staff qualifications and competence for the assignment The Service Provider must describe Professional staff qualifications and competence for the assignment in terms of General Qualifications, adequacy for the assignment, time with the firm, overall and specific experiences

D. Cost Breakdown per Deliverable* Deliverables [list them as referred to in the RFP]

Percentage of Total Price (Weight for payment)

Price (Lump Sum, All Inclusive)

1 2 3

Deliverable 1 Deliverable 2 …. Total 100% *This shall be the basis of the payment tranches c. Cost Breakdown by Cost Component [This is only an Example]: Description of Activity

Remuneration per Unit of Time

Total Period of No. of Total Engagement Personnel Rate

I. Personnel Services 1. Services from Home Office a. Expertise 1 b. Expertise 2 2. Services from Field Offices a . Expertise 1 b. Expertise 2 3. Services from Overseas

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a. Expertise 1 b. Expertise 2 II. Out of Pocket Expenses 1. Travel Costs 2. Daily Allowance 3. Communications 4. Reproduction 5. Equipment Lease 6. Others III. Other Related Costs

[Name and Signature of the Service Provider’s Authorized Person] [Designation] [Date]

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Annex 3

Declaration Date:

United Nations Development Programme UNDP Registry, IDB Bhaban, Agargaon Sher-E-Bangla Nagar, Dhaka, Bangladesh

Assignment: “Development of Agent Banking Solutions for Financial Inclusion’’

Reference: RFP-BD-2013-072

Dear Sir, I declare that …………………………………………………………………. is not in the UN Security Council 1267/1989 List, UN Procurement Division List or Other UN Ineligibility List.

Yours Sincerely,

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Annex 4 General Terms and Conditions for Services 1.0

LEGAL STATUS: The Contractor shall be considered as having the legal status of an independent contractor vis-à-vis the United Nations Development Programme (UNDP). The Contractor’s personnel and sub-contractors shall not be considered in any respect as being the employees or agents of UNDP or the United Nations.

2.0

SOURCE OF INSTRUCTIONS: The Contractor shall neither seek nor accept instructions from any authority external to UNDP in connection with the performance of its services under this Contract. The Contractor shall refrain from any action that may adversely affect UNDP or the United Nations and shall fulfill its commitments with the fullest regard to the interests of UNDP.

3.0

CONTRACTOR'S RESPONSIBILITY FOR EMPLOYEES: The Contractor shall be responsible for the professional and technical competence of its employees and will select, for work under this Contract, reliable individuals who will perform effectively in the implementation of this Contract, respect the local customs, and conform to a high standard of moral and ethical conduct.

4.0

ASSIGNMENT: The Contractor shall not assign, transfer, pledge or make other disposition of this Contract or any part thereof, or any of the Contractor's rights, claims or obligations under this Contract except with the prior written consent of UNDP.

5.0

SUB-CONTRACTING: In the event the Contractor requires the services of sub-contractors, the Contractor shall obtain the prior written approval and clearance of UNDP for all sub-contractors. The approval of UNDP of a subcontractor shall not relieve the Contractor of any of its obligations under this Contract. The terms of any sub-contract shall be subject to and conform to the provisions of this Contract.

6.0

OFFICIALS NOT TO BENEFIT: The Contractor warrants that no official of UNDP or the United Nations has received or will be offered by the Contractor any direct or indirect benefit arising from this Contract or the award thereof. The Contractor agrees that breach of this provision is a breach of an essential term of this Contract.

7.0

INDEMNIFICATION:

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The Contractor shall indemnify, hold and save harmless, and defend, at its own expense, UNDP, its officials, agents, servants and employees from and against all suits, claims, demands, and liability of any nature or kind, including their costs and expenses, arising out of acts or omissions of the Contractor, or the Contractor's employees, officers, agents or sub-contractors, in the performance of this Contract. This provision shall extend, inter alia, to claims and liability in the nature of workmen's compensation, products liability and liability arising out of the use of patented inventions or devices, copyrighted material or other intellectual property by the Contractor, its employees, officers, agents, servants or subcontractors. The obligations under this Article do not lapse upon termination of this Contract. 8.0

INSURANCE AND LIABILITIES TO THIRD PARTIES: 8.1

The Contractor shall provide and thereafter maintain insurance against all risks in respect of its property and any equipment used for the execution of this Contract.

8.2

The Contractor shall provide and thereafter maintain all appropriate workmen's compensation insurance, or the equivalent, with respect to its employees to cover claims for personal injury or death in connection with this Contract.

8.3

The Contractor shall also provide and thereafter maintain liability insurance in an adequate amount to cover third party claims for death or bodily injury, or loss of or damage to property, arising from or in connection with the provision of services under this Contract or the operation of any vehicles, boats, airplanes or other equipment owned or leased by the Contractor or its agents, servants, employees or sub-contractors performing work or services in connection with this Contract.

8.4

Except for the workmen's compensation insurance, the insurance policies under this Article shall: 8.4.1 Name UNDP as additional insured; 8.4.2 Include a waiver of subrogation of the Contractor's rights to the insurance carrier against the UNDP; 8.4.3 Provide that the UNDP shall receive thirty (30) days written notice from the insurers prior to any cancellation or change of coverage. 8.5 The Contractor shall, upon request, provide the UNDP with satisfactory evidence of the insurance required under this Article.

9.0

ENCUMBRANCES/LIENS: The Contractor shall not cause or permit any lien, attachment or other encumbrance by any person to be placed on file or to remain on file in any public office or on file with the UNDP against any monies due or to become due for any work done or materials furnished under this Contract, or by reason of any other claim or demand against the Contractor.

10.0

TITLE TO EQUIPMENT:

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Title to any equipment and supplies that may be furnished by UNDP shall rest with UNDP and any such equipment shall be returned to UNDP at the conclusion of this Contract or when no longer needed by the Contractor. Such equipment, when returned to UNDP, shall be in the same condition as when delivered to the Contractor, subject to normal wear and tear. The Contractor shall be liable to compensate UNDP for equipment determined to be damaged or degraded beyond normal wear and tear. 11.0

12.0

COPYRIGHT, PATENTS AND OTHER PROPRIETARY RIGHTS: 11.1

Except as is otherwise expressly provided in writing in the Contract, the UNDP shall be entitled to all intellectual property and other proprietary rights including, but not limited to, patents, copyrights, and trademarks, with regard to products, processes, inventions, ideas, know-how, or documents and other materials which the Contractor has developed for the UNDP under the Contract and which bear a direct relation to or are produced or prepared or collected in consequence of, or during the course of, the performance of the Contract, and the Contractor acknowledges and agrees that such products, documents and other materials constitute works made for hire for the UNDP.

11.2

To the extent that any such intellectual property or other proprietary rights consist of any intellectual property or other proprietary rights of the Contractor: (i) that pre-existed the performance by the Contractor of its obligations under the Contract, or (ii) that the Contractor may develop or acquire, or may have developed or acquired, independently of the performance of its obligations under the Contract, the UNDP does not and shall not claim any ownership interest thereto, and the Contractor grants to the UNDP a perpetual license to use such intellectual property or other proprietary right solely for the purposes of and in accordance with the requirements of the Contract.

11.3

At the request of the UNDP; the Contractor shall take all necessary steps, execute all necessary documents and generally assist in securing such proprietary rights and transferring or licensing them to the UNDP in compliance with the requirements of the applicable law and of the Contract.

11.4

Subject to the foregoing provisions, all maps, drawings, photographs, mosaics, plans, reports, estimates, recommendations, documents, and all other data compiled by or received by the Contractor under the Contract shall be the property of the UNDP, shall be made available for use or inspection by the UNDP at reasonable times and in reasonable places, shall be treated as confidential, and shall be delivered only to UNDP authorized officials on completion of work under the Contract.

USE OF NAME, EMBLEM OR OFFICIAL SEAL OF UNDP OR THE UNITED NATIONS: The Contractor shall not advertise or otherwise make public the fact that it is a Contractor with UNDP, nor shall the Contractor, in any manner whatsoever use the name, emblem or official seal of UNDP or THE United Nations, or any abbreviation of the name of UNDP or United Nations in connection with its business or otherwise.

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13.0

CONFIDENTIAL NATURE OF DOCUMENTS AND INFORMATION: Information and data that is considered proprietary by either Party and that is delivered or disclosed by one Party (“Discloser”) to the other Party (“Recipient”) during the course of performance of the Contract, and that is designated as confidential (“Information”), shall be held in confidence by that Party and shall be handled as follows: 13.1

The recipient (“Recipient”) of such information shall: 13.1.1

13.1.2 13.2

use the same care and discretion to avoid disclosure, publication or dissemination of the Discloser’s Information as it uses with its own similar information that it does not wish to disclose, publish or disseminate; and, use the Discloser’s Information solely for the purpose for which it was disclosed.

Provided that the Recipient has a written agreement with the following persons or entities requiring them to treat the Information confidential in accordance with the Contract and this Article 13, the Recipient may disclose Information to: 13.2.1 13.2.2

any other party with the Discloser’s prior written consent; and, the Recipient’s employees, officials, representatives and agents who have a need to know such Information for purposes of performing obligations under the Contract, and employees officials, representatives and agents of any legal entity that it controls controls it, or with which it is under common control, who have a need to know such Information for purposes of performing obligations under the Contract, provided that, for these purposes a controlled legal entity means: 13.2.2.1 a corporate entity in which the Party owns or otherwise controls, whether directly or indirectly, over fifty percent (50%) of voting shares thereof; or, 13.2.2.2 any entity over which the Party exercises effective managerial control; or, 13.2.2.3 for the UNDP, an affiliated Fund such as UNCDF, UNIFEM and UNV.

13.3

The Contractor may disclose Information to the extent required by law, provided that, subject to and without any waiver of the privileges and immunities of the United Nations, the Contractor will give the UNDP sufficient prior notice of a request for the disclosure of Information in order to allow the UNDP to have a reasonable opportunity to take protective measures or such other action as may be appropriate before any such disclosure is made.

13.4

The UNDP may disclose Information to the extent as required pursuant to the Charter of the UN, resolutions or regulations of the General Assembly, or rules promulgated by the SecretaryGeneral.

13.5

The Recipient shall not be precluded from disclosing Information that is obtained by the Recipient from a third party without restriction, is disclosed by the Discloser to a third party without any obligation of confidentiality, is previously known by the Recipient, or at any time is developed by the Recipient completely independently of any disclosures hereunder.

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13.6

14.0

15.0

These obligations and restrictions of confidentiality shall be effective during the term of the Contract, including any extension thereof, and, unless otherwise provided in the Contract, shall remain effective following any termination of the Contract.

FORCE MAJEURE; OTHER CHANGES IN CONDITIONS 14.1

In the event of and as soon as possible after the occurrence of any cause constituting force majeure, the Contractor shall give notice and full particulars in writing to the UNDP, of such occurrence or change if the Contractor is thereby rendered unable, wholly or in part, to perform its obligations and meet its responsibilities under this Contract. The Contractor shall also notify the UNDP of any other changes in conditions or the occurrence of any event that interferes or threatens to interfere with its performance of this Contract. On receipt of the notice required under this Article, the UNDP shall take such action as, in its sole discretion; it considers to be appropriate or necessary in the circumstances, including the granting to the Contractor of a reasonable extension of time in which to perform its obligations under this Contract.

14.2

If the Contractor is rendered permanently unable, wholly, or in part, by reason of force majeure to perform its obligations and meet its responsibilities under this Contract, the UNDP shall have the right to suspend or terminate this Contract on the same terms and conditions as are provided for in Article 15, "Termination", except that the period of notice shall be seven (7) days instead of thirty (30) days.

14.3

Force majeure as used in this Article means acts of God, war (whether declared or not), invasion, revolution, insurrection, or other acts of a similar nature or force.

14.4

The Contractor acknowledges and agrees that, with respect to any obligations under the Contract that the Contractor must perform in or for any areas in which the UNDP is engaged in, preparing to engage in, or disengaging from any peacekeeping, humanitarian or similar operations, any delays or failure to perform such obligations arising from or relating to harsh conditions within such areas or to any incidents of civil unrest occurring in such areas shall not, in and of itself, constitute force majeure under the Contract..

TERMINATION 15.1

Either party may terminate this Contract for cause, in whole or in part, upon thirty (30) days notice, in writing, to the other party. The initiation of arbitral proceedings in accordance with Article 16.2 (“Arbitration”), below, shall not be deemed a termination of this Contract.

15.2

UNDP reserves the right to terminate without cause this Contract at any time upon 15 days prior written notice to the Contractor, in which case UNDP shall reimburse the Contractor for all reasonable costs incurred by the Contractor prior to receipt of the notice of termination.

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16.0

17.0

15.3

In the event of any termination by UNDP under this Article, no payment shall be due from UNDP to the Contractor except for work and services satisfactorily performed in conformity with the express terms of this Contract.

15.4

Should the Contractor be adjudged bankrupt, or be liquidated or become insolvent, or should the Contractor make an assignment for the benefit of its creditors, or should a Receiver be appointed on account of the insolvency of the Contractor, the UNDP may, without prejudice to any other right or remedy it may have under the terms of these conditions, terminate this Contract forthwith. The Contractor shall immediately inform the UNDP of the occurrence of any of the above events.

SETTLEMENT OF DISPUTES 16.1

Amicable Settlement: The Parties shall use their best efforts to settle amicably any dispute, controversy or claim arising out of this Contract or the breach, termination or invalidity thereof. Where the parties wish to seek such an amicable settlement through conciliation, the conciliation shall take place in accordance with the UNCITRAL Conciliation Rules then obtaining, or according to such other procedure as may be agreed between the parties.

16.2

Arbitration: Any dispute, controversy, or claim between the Parties arising out of the Contract or the breach, termination, or invalidity thereof, unless settled amicably under Article 16.1, above, within sixty (60) days after receipt by one Party of the other Party’s written request for such amicable settlement, shall be referred by either Party to arbitration in accordance with the UNCITRAL Arbitration Rules then obtaining. The decisions of the arbitral tribunal shall be based on general principles of international commercial law. For all evidentiary questions, the arbitral tribunal shall be guided by the Supplementary Rules Governing the Presentation and Reception of Evidence in International Commercial Arbitration of the International Bar Association, 28 May 1983 edition. The arbitral tribunal shall be empowered to order the return or destruction of goods or any property, whether tangible or intangible, or of any confidential information provided under the Contract, order the termination of the Contract, or order that any other protective measures be taken with respect to the goods, services or any other property, whether tangible or intangible, or of any confidential information provided under the Contract, as appropriate, all in accordance with the authority of the arbitral tribunal pursuant to Article 26 (“Interim Measures of Protection”) and Article 32 (“Form and Effect of the Award”) of the UNCITRAL Arbitration Rules. The arbitral tribunal shall have no authority to award punitive damages. In addition, unless otherwise expressly provided in the Contract, the arbitral tribunal shall have no authority to award interest in excess of the London Inter-Bank Offered Rate (“LIBOR”) then prevailing, and any such interest shall be simple interest only. The Parties shall be bound by any arbitration award rendered as a result of such arbitration as the final adjudication of any such dispute, controversy, or claim.

PRIVILEGES AND IMMUNITIES: Nothing in or relating to this Contract shall be deemed a waiver, express or implied, of any of the privileges and immunities of the United Nations, including its subsidiary organs.

19

18.0

19.0

20.0

21.0

TAX EXEMPTION 18.1

Section 7 of the Convention on the Privileges and Immunities of the United Nations provides, inter-alia that the United Nations, including its subsidiary organs, is exempt from all direct taxes, except charges for public utility services, and is exempt from customs duties and charges of a similar nature in respect of articles imported or exported for its official use. In the event any governmental authority refuses to recognize the United Nations exemption from such taxes, duties or charges, the Contractor shall immediately consult with the UNDP to determine a mutually acceptable procedure.

18.2

Accordingly, the Contractor authorizes UNDP to deduct from the Contractor's invoice any amount representing such taxes, duties or charges, unless the Contractor has consulted with the UNDP before the payment thereof and the UNDP has, in each instance, specifically authorized the Contractor to pay such taxes, duties or charges under protest. In that event, the Contractor shall provide the UNDP with written evidence that payment of such taxes, duties or charges has been made and appropriately authorized.

CHILD LABOUR 19.1

The Contractor represents and warrants that neither it, nor any of its suppliers is engaged in any practice inconsistent with the rights set forth in the Convention on the Rights of the Child, including Article 32 thereof, which, inter alia, requires that a child shall be protected from performing any work that is likely to be hazardous or to interfere with the child's education, or to be harmful to the child's health or physical mental, spiritual, moral or social development.

19.2

Any breach of this representation and warranty shall entitle UNDP to terminate this Contract immediately upon notice to the Contractor, at no cost to UNDP.

MINES: 20.1

The Contractor represents and warrants that neither it nor any of its suppliers is actively and directly engaged in patent activities, development, assembly, production, trade or manufacture of mines or in such activities in respect of components primarily utilized in the manufacture of Mines. The term "Mines" means those devices defined in Article 2, Paragraphs 1, 4 and 5 of Protocol II annexed to the Convention on Prohibitions and Restrictions on the Use of Certain Conventional Weapons Which May Be Deemed to Be Excessively Injurious or to Have Indiscriminate Effects of 1980.

20.2

Any breach of this representation and warranty shall entitle UNDP to terminate this Contract immediately upon notice to the Contractor, without any liability for termination charges or any other liability of any kind of UNDP.

OBSERVANCE OF THE LAW:

20

The Contractor shall comply with all laws, ordinances, rules, and regulations bearing upon the performance of its obligations under the terms of this Contract. 22.0

23.0

SEXUAL EXPLOITATION: 22.1

The Contractor shall take all appropriate measures to prevent sexual exploitation or abuse of anyone by it or by any of its employees or any other persons who may be engaged by the Contractor to perform any services under the Contract. For these purposes, sexual activity with any person less than eighteen years of age, regardless of any laws relating to consent, shall constitute the sexual exploitation and abuse of such person. In addition, the Contractor shall refrain from, and shall take all appropriate measures to prohibit its employees or other persons engaged by it from, exchanging any money, goods, services, offers of employment or other things of value, for sexual favors or activities, or from engaging in any sexual activities that are exploitive or degrading to any person. The Contractor acknowledges and agrees that the provisions hereof constitute an essential term of the Contract and that any breach of this representation and warranty shall entitle UNDP to terminate the Contract immediately upon notice to the Contractor, without any liability for termination charges or any other liability of any kind.

22.2

The UNDP shall not apply the foregoing standard relating to age in any case in which the Contractor’s personnel or any other person who may be engaged by the Contractor to perform any services under the Contract is married to the person less than the age of eighteen years with whom sexual activity has occurred and in which such marriage is recognized as valid under the laws of the country of citizenship of such Contractor’s personnel or such other person who may be engaged by the Contractor to perform any services under the Contract.

AUTHORITY TO MODIFY: Pursuant to the Financial Regulations and Rules of UNDP, only the UNDP Authorized Official possesses the authority to agree on behalf of UNDP to any modification of or change in this Contract, to a waiver of any of its provisions or to any additional contractual relationship of any kind with the Contractor. Accordingly, no modification or change in this Contract shall be valid and enforceable against UNDP unless provided by an amendment to this Contract signed by the Contractor and jointly by the UNDP Authorized Official.

Annex 5 Terms of Reference For Development of Agent Banking Solutions for Financial Inclusion

21

A. Project Title: Access to Information Project-II ( A2I-II) B. Description of the Assignment: A vast majority of Bangladeshi lives outside the formal banking network and are therefore deprived from essential financial services like payments and remittance facilities, savings, loans and insurance services and subjected to unfair money lending practices. Access to affordable, sustainable and secure financial services contributes directly to increasing income and reducing vulnerability for the poor. Bringing more people, and therefore more money, into the formal financial system can lead to overall economic growth and development, and increased stability in developing the Bangladesh economy. About half of the adult population is un-banked (48.49 percent) in terms of deposit accounts in the banks.10 Promoting technological and institutional innovations as a means could expand the financial system access and usage. Bangladesh Government has approached to address some of the issues of financial inclusion by a number of ways, for example by popularizing banking through the 10Tk Account and by encouraging mobile banking. But very low level of deposit/transactions in 10TK account makes it difficult for the Banks to maintain them as well as failed to create the desired impetus among the rural Bangladeshis, and most mobile banking system require the bank account holders to have a mobile phone. This mandates an added burden of cost and maintenance to the account holder and may exclude the hard-core poor from benefiting from banking services and any type of electronic transactions. Additionally, the transactions are prohibitively expensive. The A2I Phase II project proposes to design and launch a mechanism to ensure maximum possible financial inclusion in the country. This initiative will also facilitate formulation of the necessary enabling environment for the relevant stakeholders such as banks, telecommunication operators, financial and telecommunication regulatory authorities, content providers, citizens and SMEs. C. Project Description: A fundamental government responsibility is providing information and services aimed at improving the social and economic welfare of its citizens. During the first phase of the A2I programme, fundamental progress has been made in improving access to public services. However, it is critical to expand the breadth and width of such simplified services and improve the service delivery model to counter the impact of widespread outdated manual processes, resistance to change by civil service staff and a lack of transparency that still frustrates citizens in their attempts to avail of government information and services. The objective of the “A2I Phase 2 – e-Service for transparency and responsiveness in public service delivery” project is to increase transparency, improve governance, and reduce the time, difficulty and costs of obtaining government services for under-served communities of Bangladesh. This is to be achieved by: (1) strengthening existing e-services and launching a second generation of integrated, inter-operable e-government applications; (2) sensitizing government officials, training service providers and expanding digital literacy among the general public; (3) forging strong policy and strategy links to ensure implementation of needed legal and regulatory changes in support of the project and (4) promoting innovation in the delivery of e-services. D. Scope of Work

22

General Framework (d) 1. Instead of mobile banking, an ‘Agent Banking’ system can be introduced 2.

The Bank Agent will be situated in the UISCs. The agent will receive basic training and will be required to maintain a minimum security deposit in the Bank for which s/he acts as agent.

3.

The ‘Agent’ will be allowed to open a ‘Rural Account’—which will be a general account bearing at least 2% less interest than a general savings accounts. The ‘Rural Account’ can transact at most 3 transactions/day, 10 transactions/month, Tk. 50,000/day11, and Tk. 500,000/month.

4.

A ‘Rural Account’ can be operated from the Bank Branch window as well as from the ‘Bank Agent’s office.

Beneficiary Identification Issues 1. The National ID card, originated as an offshoot of the ‘Photo Voter Roll’ is a good basis of uniquely identifying any customer. However, in absence of a legally binding12, a compatible and yet robust ID system will be developed so that it can be folded back into a single ID system once such system is available. 2.

Additionally, to avoid the need for literacy and pin numbers (which are difficult for the illiterate person to remember), a biometric ID will be used (be it face recognition, thumb/figure impression or palm image). A 2D card (containing the authentication data) will be used.

3.

Mobile based internet connection will be used to validate the ID with the Server.

KYC (Know Your Customer) Requirement Issues 1. Because the proposed system will be used to channel social protection type public transfers, it is important to collect additional socio-economic data for the intended customers. At the same time, efforts should be made that such data does not become an additional burden for an illiterate and marginalized citizen. 2.

The modified KYC form/data needs to be supported by the National ID or any valid photo ID. Additionally, the KYC process will also capture biometric data.

3.

The data capturing can be done at the office of the Bank Agent or at the Bank Branch.

Scope of the Intervention: The intervention will include the following components:  Agent Banking – to empower the unbanked. 11

These are ball park figures to demonstrate the point that the upper limit of balance and transaction will be less than ‘Normal’ savings account to manage the risks better. 12 According to law, the present Voter ID/National ID cannot be made mandatory for a service delivery. Additionally, until a robust voter roll updating system is in place, it would be difficult and not-appropriate to make the national ID as the only basis for KYC.

23

     

Government-to-person (G2P) payments – to make social safety net payments to the poor and destitute more effective and cost-effective. Person-to-government (P2G) payments – to reduce time and cost, and also the influence of the rent-seekers on poor citizens when they travel far to access government services. Person-to-person (P2P) remittance payments from abroad and within the country – to bring down cost of transaction for both the persons and also for the financial institutions. Insurance and credit delivery and management–to contribute to an area which is emerging as the most recent frontiers in mobile/electronic payment mechanisms especially for rural underserved population. Micro-insurance – to provide to the poor access to proper risk management tools and reduce their vulnerability to falling back into poverty. Micro-credit – to lower the cost of micro-credit transactions and, in turn, the interest rate to poor borrowers.

Technology Design & Development Technology design and development: The technology will address KYC, banking, G2P and P2G payments, P2P payments, and remittances and e/m-commerce. The technology development work will explore the platform for microinsurance and micro-credit but a full-scale solution may not be possible within the scope of this intervention. The technology solution will ensure that ownership of mobile phones by the consumers is not a pre-requisite to come within financial inclusion of this scheme. A mobile phone may provide additional features or convenience for the consumer but its absence will not prohibit KYC, banking transactions or any form of payment to the consumer and from the consumer. The technology solution will address the lack of interoperability across the curent mobile banking platforms and will intergrate with the national ID system and will keep provision for integration with NPR when that platform becomes available. Security and privacy concerns will be fully addressed.

FUNCTIONAL REQUIREMENTS Req # 1.1

Requirement Money Transfers

M/O

Solution Provider Response

M

24

OTC (Non registered over the counter) to MA (Mobile Account) MA to MA Corporate/Government Payment Features support B2B payments support B2G payments 1.2

support G2P payments

M

support P2G payments 1.3

support P2B payments (AIR/Train tickets, etc.) Utility Bill Payments

M

1.8

Airtime top-ups (Prepaid and Postpaid Recharges through integration with IN or Airtime tokens/vouchers) Wi-max top-ups (Prepaid and Postpaid Recharges through integration with IN. International Remittance capability Insurance/Savings Products/Installment payments Loans

1.9

Bulk Disbursements (Salary Accounts: ref: 1.2)

M

1.10

Ability to Handle Donation Payments (ref: 1.2)

M

1.11

Ability to Save list of Favorite payment beneficiaries

O

1.12

Inter Bank Transfers

M

1.13

Cash Withdrawals

M

1.14

Cash Deposits

M

1.15

Bulk Payments (ref: 1.9)

M

1.17

Balance inquiry

M

1.18

Mini-statement Printout

M

1.19

Change of PIN

M

1.20

ATM transaction (on-us, off-us)

O

1.21

POS transaction (on-us, off-us)

O

1.22

ATM and Bank Branch locator Enable customers to set favorite activities, accounts, menu, language, limits, alerts, and marketing preference Smart advisory through secure email, audio/video chat

O

1.4 1.5 1.6 1.7

1.23 1.24

M M M M M

O O

25

1.25 2

2.1 2.2 2.3 2.4

2.5 2.6 3 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 4

Product calculators and comparators to help customers make informed decision Product Management Ability to create and manage new financial products and services for emerging market consumers. This component must deliver the flexibility to create desired financial products quickly and inexpensively. Transaction rule setting. Fee rules setting and levying transaction/registration charges if desired. Payable & Receivables Interest / Profit calculations. Interest / Profit payables both slab wise and minimum balance wise Configurability of different taxes (Withholding tax on commission, Govt. excise duty, Withholding Tax on cash withdrawals, value added tax, etc.) The application may have the facility to isolate the services as per role/profile based product concept for the customer Merchant Management To support merchant/agent mobile application for mcommerce, insurance agents, etc. Ability to monitor and manage an agent network (master and sub agents) Commissioning structure/model availability Hierarchy: Commissioning splits between parent and child merchants. Configurability of commissioning structure Flexibility in commissioning structure (possibility of configuring separately per transaction per merchant/subscriber) Transaction based Fee based Reporting (clearing and settlement for commission among different stakeholders) Channel grade based commission, i.e. commission for gold retailer & platinum retailer can be different Cash/Liquidity Management Consumer and Merchant Account Management

O

M M M M M

M M

M M M M M M M M M M

26

4.1 4.2 4.3

Account number generation with check-digit independent of mobile number Customer Profile/Segment migration Customer registration at distribution channel touch points Beneficiary registration—within bank and inter- bank

M M M M

Bulk Registration Customer 4.4

Channel partner

M

4.5

Support of account set-up, KYC fulfillments

M

4.6

Support Account hierarchies

M

4.7 4.8 4.9

4.10

5 5.1

Support of Account rules, tracking, and triggers. Support of Account maintenance. Ability to register payee list of bill account. A payee shall be the Company Name and Account# of the customer's utility company. Customer must have the option to register multiple payment mechanism to one account. Every time the customer completes a transaction she/he will be asked to choose from his list of pre-registered payment methods. The administrator portal should have the capability for:

M M M

M

M

5.3

Approving users Blocking users and mobile banking application (application at user level) Change handset/mobile number of users

5.4

Account status change as per product rules Terminate the users

M M

Maintenance of activation requests All administrator activities shall be logged to indicate the creation, modification and deletion of data Password policy for users

M

5.2

5.5 5.6 5.7 5.8

5.9

The administrative portal to have various reporting capabilities such as: Account generation and data maintenance reports User related reports

M M

M M M M M

Agent related reports

27

5.10

Transaction related reports

M

5.11

Channel related reports

M

5.12

No. of Registered/downloaded users

M

5.13 5.14

5.15

5.16 5.17

5.18 6 6.1

Reports based on filters such as user activity, customer status, range of date/time, status, etc. Provision to search for customers based on different search filters like name, mobile number, address, age, status, etc. The administrator portal should have detailed audit logs. There should be support for storing the logs in a detachable WORM device. The audit logs should be capable of being used for forensic evidence. The administrator portal to have provision for various types of alerts such as SMS campaign, System maintenance alert, System down/downtime alert, etc. The administrator portal should have the capability of being customized easily to add new reports as per Bank‟s need. The administrator portal should have the capability to upload advertisements of various banking products so as to be displayed within the downloaded mobile banking application. Operations

M M

M

M M

M

An audit trail of all the registrations done with details of the mode of request, who activated, date, time, etc. should be stored in the database.

6.4

Provision for setting limits for each user/group. Limits to include per transaction limit, per day/week/month transaction amount limit, per day/week/month number of transaction limit, minimum/maximum amount per transaction limit. Support for creation of users through bulk file upload should be available. The file upload should support fixed length and delimiter separated file format. To support multiple languages.

M

6.5

Support multi-currency

O

6.2

6.3

6.6 6.7

Provision for advertisement of banking products of the Bank. Provision for administrator portal to create different user groups with different set of rights/permissions.

M

M

O M

28

7 7.1 7.2 8 8.1 8.2 8.3 8.4 8.5 8.6

8.7 8.8 8.8 9 9.1 9.2 9.3 9.4 9.5

Financial settlement & reconciliation Supports financial settlement inter-account and interbank Detail Book keeping and auto reconciliation scope. Regulatory Compliance Outline the compliance to the regulations with consideration for: KYC requirements for opening of mobile accounts Fixing transaction limits as well as overall cap (per customer /per month) as and when needed Charges for the services

M M

M M M

Interest/profit on deposits Anti-money laundering compliance: Trigger point for exceptional transactions Risk Mitigation such as liquidity risk, operational risks, fraud risks including money laundering and terrorist financing risks Record retention for six (06) years from the origination date of the entry. Agents/partners management including monitoring activities of the agents on regular basis. MIS & Reporting

M

MIS report creation and generation (about 100 reports including the following ones) Daily summary report Registration/De-registration report

M

M-PIN Change report Banking Service wise detail report such as Balance enquiry, Mini statement, Stop Cheque, etc.

M

M M M

M M M M

9.6

Report on Intra Bank beneficiary registration. (Mobile to Account, Mobile to Mobile)

M

9.7

Report on Inter Bank beneficiary registration: Electronic Fund Transfer Network (EFTN) Real-time Gross Settlement (RTGS) Report on Biller registration

O

9.8 9.9 9.10

Report on Bill Payment registration Report on Intra Bank fund transfer (Mobile to Account, Mobile to Mobile)

M M M

29

Report on electronic fund transfer (EFTN, RTGS)

9.11

O

9.12 9.13

Biller wise detail bill payment report such as donations, /Bus/Train/Air ticket, Mobile recharge, etc. Detail report on all service requests

M M

9.14

Audit trail of all administrative functions

M

9.15

M

10.1

Role based report access management Report & Data extraction ability in txt, csv, excel, pdf, etc. format Solution to support Contact Center login or API to integrate with Bank’s CRM/Contact Center for various activities such as: Block stolen handset

10.2

Issue unlocking code

M

10.3

Reissue Activation code

M

10.4

Change Handset Voice notification to Wallet holder‟s mobile phone for transaction authorization

M M

9.16

10

10.5

M

M

ARCHITECTURE Req # 1

Requirement

FC/PC/NC/NA

Solution Provider

General

1.1

Your solution follows a platform or product strategy?

1.2

Can your solution interface with other vendor solutions?

1.3

Do you consider your Architecture to be scalable and robust?

1.4

Please provide a summary of the hardware and software your Architecture is developed with.

1.5

Any Dependency on up gradation of platform like OS, Database version/release and Hardware

1.6

Front end page of application must have customizable facility as per Provider’s brand guideline

30

1.7 2 2.1

3

GUI based system monitoring Interface Deployment Please list the deployment platforms supported: Server/Enterprise Class Front-end Database

3.1

Please list which databases are supported

3.2

Please list which OS, database, middleware connectivity frameworks are used?

4

Application Development Process

4.1

What development methods and processes are used?

4.2

What standards for code building are used?

4.3

How is Design & Code Quality Assured?

4.4

What Change Management Process and Release Development Processes are Used?

4.5

How are user and server programming errors managed?

4.6

What Application Development Tools and technologies are used to develop the software? Describe the Application Development Tools that are used to develop user customization code and how they support version control?

4.7

4.8

What tools are provided to support the configuration and setup of the system?

4.9

Provide a description of the high level functionality & features that can be enabled or changed using only configuration- including customizations that do not require custom development (i.e., Product configuration).

31

4.10

Please detail the application testing methodologies and tools which will be used during the implementation of the system.

4.11

Please explain the governance around the testing lifecycle/process with respect to quality and assurance.

5 5.1

Operational Support Outline the capabilities of the operational support system(s) with consideration for:

5.1.1

Monitoring system status/performance remotely

5.1.2

Generating automated alarms in the event of failures

5.1.3

Performing systems changes without any service disruption

5.1.4

Providing an automated back-up provision

5.1.5

Providing fraud detection capabilities

6 6.1

Security & Risk Management The solution to support following handset level security:

6.1.1

PIN for opening mobile banking application.

6.1.2

Access credentials should not be stored on the customer's mobile phone.

6.1.3

Auto blocking/locking of mobile transactions upon reaching max (configurable) invalid/incorrect PIN.

6.1.4

Termination of mobile application session and logs off after lapse of configurable time period.

6.1.5

A handset device that does not meet industry standard should be denied access.

32

6.2

The solution to support following transaction level security:

6.2.1

End to End encryption of data transmitted (Symmetric or Asymmetric)

6.2.2

Minimum two factor authentication with provision for a transaction PIN in addition to m-PIN

6.3

The solution to support following platform security & reliability:

6.3.1

Data stored is encrypted in the platform database.

6.3.2

Audit trails and logging features available in Web Server, application server and database server.

6.3.3

It should be possible to assign specific rights to platform administrators for secure and restricted access.

6.3.4

Platform to be able to support external Certifying Authority.

6.3.5

Solution to be integrated with HSM system.

6.3.6

m-PIN generation and validation through HSM for opening Mobile application.

6.3.7

To have secure interfaces to various hosts systems.

6.3.8

The Web-portal to comply with Open Web Application Security Project (OWASP) guidelines

6.3.9

Standard algorithms like AES or RSA or 3DES used with

6.3.10

Minimum encryption strength of 128 bit for end to end transaction.

6.3.11

Platform to support PKI scheme.

6.4

6.4.1

The transactions are auditable and reliable—platform to have the intelligence to handle cases like: Call/SMS received while performing transactions

33

6.4.2

Battery runs out while performing transactions

6.4.3

GPRS or Data connection drops

6.4.4

Back-end host system down

6.5

Risk management

6.6

Fraud monitoring

7

Delivery Channels

7.1

Support of mobile operator technologies such as GSM & CDMA

7.2

Supports m-commerce through NFC transactions (proximity transactions)

7.3

Support channel including:

USSD Browser based (WAP, GPRS) Downloadable mobile application SMS + IVR

The platform should have ready interfaces done for SMS and USSD aggregators 7.4

Supports all handset models such as iPhone, Nokia, Sony Ericson, Motorola, Samsung, etc.

7.5

Supports all the available mobile handset operating systems like Windows, Symbian, Linux, Blackberry, Androids, iOs, etc.

7.6

Supports mobile handset software platforms like Java, Brew, etc.

7.7

Application to support multiple channels for registration:

7.7.1

Bank Branch with option of bulk registration

34

7.7.2

Registration through ATM

7.7.3

Registration through e-Banking system

7.7.4

Web portal registration

7.7.5

Registration through Bank's call center

7.7.6

Registration through SMS

8 8.1 8.2 8.3 8.4 8.5

Highly Modular Architecture Loosely coupled components with the Service Orientated Architecture (SOA) Independent Access and Delivery Channels Switching Software for the full Agent Banking Solutions Agent Banking Core Solution with Agent Management Mobile Banking Solution for all mobile-based transactions to supplement the Agent Banking Solution Front-End Mobile Financial Core with central GL and Customer Management Modules (in case of no Core Banking Solution, or where the Banks decide to keep all Agent Banking operations in a separate Core)… This separation of concern will clearly help us to apply this Generic Modular Agent Banking Solutions to widely use in both interestbased and Islamic-Shariah-based Banking

8.6

9 9.1

All independent Interfaces: (a) Switch to Agent Banking Front-End; (b) Agent Banking Front-End to Mobile Banking (c) Mobile Banking to Mobile Financial Core, (d) Agent Banking to Core Banking Solution, (e) Mobile Banking to Core Banking Solution Interfaces

9.2

Interface to Core Banking System and/or mobile banking system directly. Interface through ATM switch/Card Management System

9.3

Interface through e-Banking system.

9.4

Interface through middleware.

35

9.5

Web services/XML through http/https

9.6

Interface through socket connection

9.7

Interface through http/https

9.8

The mobile banking application to have the capability to be refreshed to fetch details of payees, biller‟s account information, etc.

9.9

Interface with National Switch

10

Others

9.1

The Agent banking solution should be scalable to meet the future enhancements/upgrades.

9.2

Availability of complete source code and IP (Intellectual Property) transfer

10.3

Availability of Escrow account, where full source code will be submitted and transferred to the customer in the event of the Solution Provider’s bankruptcy.

NON-FUNCTIONAL Req # 1

Requirement

FC/PC/NC/NA

Solution Provider Response

Maintenance and Support

1.1

Post GO-live operation support

1.2

Local operation support presence

1.3

Application administration/configuration GUI/console/file

1.4

Operations support applications

1.5

Service level agreement

1.6

Monitoring capability application monitoring user and system logs

36

2 2.1 2

Hosting capabilities Option to outsource the operation Documentation

2.3

What technical documentation is supplied with the system?

2.4

How up-to-date is the documentation, and how frequently is it updated?

2.6

Is the documentation available electronically, if so in what format?

3 3.1 E.

Training Training scope and modules offered Expected Outputs

Approach and Tasks: The entire work should be completed within 150 calendar days after the award of contract. The expected time schedule for completing the activity is mentioned below.

SN

Activity

Time

1

Gap Analysis and the Final Business Requirements Document (BRD) for the Target Banks / Financial Institutions

60 days

2

Customized Final Acceptance Test Criteria, Test Scenarios, and Test Cases

15 days

3

Acceptance Testing, Load Testing, Security Testing, Stress Testing

30 days

4

Training Manual Development and Extensive Administrators’ and Users’ Training Programme.

15 days

5

Initial Trial Run of the System

30 days Total

F.

150 days

Impact of Results

The contractor is expected to deliver the following: a.

Technological solution of Agent Banking Platform

b.

Intellectual Property Rights (IPR) of the Software Solutions with complete source code and design documents

37

(subject to negotiation and non-compete assurance from a2i) G. Institutional Arrangement The contracted firm will report to Assistant Country Director and Programme analyst, Policy Support & Communication Cluster, UNDP Bangladesh. All the activities will require written approval from the client prior to start. Activities will be implemented in close consultation and collaboration with relevant stakeholders.

H. Duration of the Work and Duty Station The software to be delivered within 5 months and after that 2 years maintenance support Working Place: Dhaka I.

Final Products/Services

1.

Technological solution of Agent Banking Platform

2.

Intellectual Property Rights (IPR) of the Software Solutions with complete source code and design documents (subject to negotiation and non-compete assurance from a2i)

3.

Training Manuel

Project Management The bidders are expected to provide a detail project plan and an implementation strategy of the project. This plan is expected to include: a.

Information regarding the development process (the bidder will comply all standards with);

b.

Maximum lead time for delivery of services;

c.

A development method and schedule with indicative timeline (Gantt chart)

d.

Risk management strategy and quality control mechanism;

e.

Any development tasks or assumptions that may be required to render the solution fit-for-purpose;

f.

Any anticipated integration tasks; and

g.

Comprehensive contingency plan.

The successful bidder will be required to supply comprehensive documentation for the system and all its components as a condition of the contract.

Glossary of Terms Used Abbreviation SUP NSUP

Description Supported in the current system Not Supported in the current system

Bidders should provide all customizations in details along with the change required and the

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CUS AD-ON UPG FC PC NC NA OEM Please note that: h.

Customization Required Not with the CORE, supported by additional/3rd Party solutions Available with future upgrade without additional cost Fully Compliant Partially Compliant Noncompliant Not Applicable Original Equipment Manufacturer

3rd party solution description, which will be used in line with the core applications.

The Colum titled„ Solution Provider Response in the Functional Requirement table is to be filled in by the vendor for the required solution description.

i. j.

Bangladeshi based companies will submit cost proposals in Bangladesh TAKA. All costs must be exclusive of all taxes or VAT as UNDP is exempt from tax/ VAT and neither A2I nor UNDP does not pay any company commission k. The bidder will provide the payment schedule (manner in which payment requested), with justification of each instalment. Indicate the deliverables A2I will receive against each instalment required. l. The bidder will provide the Bank, branch and account information. Indicate names of the persons operating the company account. m. The contractor shall be paid only upon A2I’s acceptance of the work or deliverable. n. Payment will be made within 30 days of A2I’s acceptance o. Information on financial offer should not be attached with the technical offer but submitted in a separate sealed envelope. p. Documentary evidence to be submitted in time of participation to the bid for authentication of all mentioned information. q. Additional resources/ logistics which can be made available to the project

Use case Actor 1: Urban Employee Mr. Shamim Ahmed, is manager in a reputed real estate company at Dhaka. His family lives in village. He browses the web on a regular basis to communicate with his clients and friends through mail, facebook. He also used to with mobile internet. He usually use google search for new content. He often read newspaper in internet. He’s used computers for years and considers himself as an expert user. He can initiate transaction from his own mobile. Use Case 1: Send money to his family Step 1: Enter to his accounts through USSD/SMS/Mobile Apps Step 2: Fill up transfer receipt with the recipient account no. and amount, and authorizes the transaction using his PIN Step 3: Receive confirmation SMS of the transaction Use Case 2: Shop from retail stores Step 1: Merchant enter his account through USSD/SMS/Mobile Apps/mPOS/ePOS

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Step 2: Ask the account number of the customer Step 3: Fill up transfer receipt with the customer’s account no. and amount, and the customer authorizes the transaction using his PIN/Finger-Print/… Step 4: Receive SMS Use Case 3: Pay utility bill Step 1: Enter to his accounts through USSD/SMS/Mobile Apps Step 2: Enter the service provider account / code Step 3: Fill up transfer receipt with service ID no. and amount to be paid, and authorizes the transaction using his PIN Step 3: Receive confirmation SMS of the transaction Use case 4: Pay Insurance Premium Step 1: Enter to his accounts through USSD/SMS/Mobile Apps Step 2: Enter the insurance company account / Code Step 3: Fill up transfer receipt with ID no. and amount to be paid, and authorizes the transaction using his PIN Step 3: Receive confirmation SMS of the transaction Actor 2: Retired Person Sonia Ahmed was a public servant. She retired from his service last year. She lives in municipals area at Pabna. Her daughter is studying at Rajshahi University. She uses mobile phones since 2006 but she has no any other technical/computer operation knowledge’s. She can’t operate her mobile and as such she needs assistance from an Agent. Use case 1: Send money to his daughter Step 1: Goes to the Bank Agent and presents the account QR image card or tell her account number to the agent. Step 2: Agent Fill up transfer receipt with recipient account no, senders no and amount. Step 3: Both the sender and the agent Put fingers on the biometric scanner for authentication Step 4: Get the printed receipt. Additionally hear voice/get SMS/printed receipt Use case 2: Get pension Step 1: Goes to the Bank Agent and presents the account QR image card or tell her account number to the agent. Step 2: Ask for the cash amount to withdraw and agent enters customers account no, amount Step 3: Both the agent and the customer Put fingers on the biometric scanner for authentication Step 4: Get the cash and payment receipt. Additionally hear voice/get SMS Use case 3: Pay utility Bill Step 1: Goes to the Bank Agent and presents the account QR image card or tell her account number to the agent and

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utility bill Step 2: Fill up transfer receipt with customers account no, service ID no. and amount Step 3: Both the agent and the customer Put fingers on the biometric scanner for authentication Step 4: Get the payment receipt. Additionally hear voice/get SMS Actor 3: Farmer Mr. Khalequeuddin is 48 years old and he is a farmer. He has one daughter and one son. He is a literate person. His son is studying at Begum Rokeya University, Rangpur. He is a member of a Microfinance Samity. He buys seeds, fertilizer and pesticides from the Upazilla dealer. Use case 1: Receives money of Agriculture Subsidies Step 1: Goes to the Bank Agent and presents the account QR image card. Step 2: Put fingers on the biometric scanner for authentication Step 3: Ask for the amount to withdraw Step 4: Get the cash and payment receipt. Additionally hear voice. Use case 2: Send money to his son Step 1: Goes to the Bank Agent and presents the account QR image card. Step 2: Put fingers on the biometric scanner for authentication Step 3: Fill up transfer receipt with recipient account no. Step 4: Get the printed receipt. Additionally hear voice/get SMS Use case 3: Pay microcredit installment Step 1: Goes to the Bank Agent and presents the account QR image card Step 2: Put fingers on the biometric scanner for authentication Step 3: Fill up transfer receipt with ID no. and amount Step 4: Get the payment receipt. Additionally hear voice/get SMS Use case 4: Pay price for seeds and fertilizer

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Step 1: Give account QR image card to the sales person Step 2: Put fingers on the biometric scanner for authentication Step 3: Fill up transfer receipt with ID no. and amount Step 4: Get the payment receipt. Additionally hear voice/get SMS Actor 4: Student A. Tareq Adnan is a student. He is studying MSS at Rajshahi University. Tareq’s father is a farmer and lives in Sirajgonj. He is also looking for a Job. He uses mobile phones and has technical knowledge. Use case 1: Receives money from his family Step 1: Goes to the Bank Agent Step 2: Ask for the account no. and cash amount to withdraw Step 3: Put PIN number in USSD for authentication Step 4: Get the cash and receipt. Additionally get SMS Use Case 2: Payment of job application fees Step 1: Enter to his account through USSD Step 2: Fill up transfer receipt with ID, recipient account no. and amount Step 3: Receive confirmation SMS B. Tania Akhter is a student of class nine. She lives in a village. She gets stipend under female secondary school assistance programme. Use Case 1: Receives stipend Step 1: Goes to the Bank Agent and presents the account QR image card. Step 2: Put fingers on the biometric scanner for authentication Step 3: Ask for the amount to withdraw Step 4: Get the cash and payment receipt.

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Actor 5: Disable person (mentally or physically challenged/handicapped) Masum Kabir is 35 years old. He is physically disabled. He receives disability allowances from govt. He also runs a small business and for that took loan from a microcredit organization. He needs the following transaction: Use case 1: Disability allowances Step 1: Goes to the Bank Agent and presents the account QR image card. Step 2: Take photo for facial authentication Step 3: Ask for the amount to withdraw Step 4: Get the cash and hear voice receipt to prevent frauds. Additionally get receipt. Use case 2: Utility bill payments Step 1: Goes to the Bank Agent and presents the account QR image card and utility bill. Step 2: Take photo for facial authentication Step 3: Fill up transfer receipt with customer ID, recipient account number and amount. Step 4: Hear voice receipts and get payment slip. Use case 3: Microcredit installment Step 1: Goes to the Bank Agent and presents the account QR image card. Step 2: Take photo for facial authentication and ask for the amount and recipient name. Step 3: Fill up transfer receipt with customer ID, recipient account number and amount. Step 4: Hear voice receipts and get printed receipt slip. Actor 6: Widow/Elder person A. Shahinm Ahmed is 60 years old. He lives in a village. He receives allowances from government for his living. Use case 1: Elder allowance Step 1: Goes to the Bank Agent and presents the account QR image card. Step 2: Put fingers on the biometric scanner for authentication Step 3: Ask for the amount to withdraw

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Step 4: Get the cash and hear bangle voice receipt to prevent frauds. Additionally get printed receipt. B. Shahara Banu is 55 years old. She lives in a village. He receives allowances from government for his living. Her son works at Saudi Arabia. She receives remittance. Use case 1: Elder allowance Step 1: Goes to the Bank Agent and presents the account QR image card. Step 2: Put fingers on the biometric scanner for authentication Step 3: Ask for the amount to withdraw Step 4: Get the cash and hear bangle voice receipt to prevent frauds. Additionally get printed receipt. Use case 2: Remittance Step 1: Goes to the Bank Agent and presents the account QR image card. Step 2: Put fingers on the biometric scanner for authentication Step 3: Ask for the amount to withdraw Step 4: Get the cash and hear bangle voice receipt to prevent frauds. Additionally get printed receipt. Actor 7: Garments Worker Aynul Haque works at a garments factory in Gazipur. His family lives in Barisal. He sends money to his family every month. Use case 1: Withdraw Salary Step 1: Goes to the Bank Agent and give him the account number Step 2: Put fingers on the biometric scanner for authentication Step 2: Ask for the amount to withdraw Step 4: Get the cash and hear bangle voice receipt to prevent frauds. Additionally get printed receipt. Use case 2: Send Money Step 1: Goes to the Bank Agent and give him the account number Step 2: Put fingers on the biometric scanner for authentication

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Step 2: Ask for the amount and fill up the transfer slip with recipient account number. Step 4: Get the printed receipt. Additionally hear voice receipt. J. Recommended Presentation of Proposal Interested firms must submit the following detailed proposal made up of documentation to demonstrate the qualifications of the prospective firm, to enable appraisal of competing bids. This should include technical and financial proposals, details of which are listed below. 1. Technical Proposal A. Brief description of the organization: a.

Should contain company profile, technical capability matrix and management of the vendor (should be kept minimal)

b.

Using the format below, information on all major work undertaken in the last ten years for which the vendor was legally contracted that best justifies selection for this project. The vendor should be able to show completion certificate for the projects mentioned here.

Project name

Country/Location

Total value of the project (in amount) Scope of work (narration of the whole project) Role in the project (Lead /partner)

Start date: End date: Technology/framework used (Describe software/hardware provided) (Highlight unique technological achievement) Official reference details of the organization that vendor rendered service to: (Name and address of organization, contact person, official designation, email address, phone number) Table 1: Vendor project history form. B. Technical specification documents: The vendor should be able to convince the evaluation committee through the documents listed below about their complete understanding of the scope of work. Use of any additional self-explaining document, figurative representation, software prototype, abstract models describing each of the modules and the overall underlying architecture would be regarded as a positive effort. Each of the points below (“a through d”) should be addressed in a manner with sufficient but very precise details. Irrelevant documentation of casual textbook copies is highly discouraged. Clarity and precision of these documents will greatly influence vendor’s major qualification for the said project. a.

A description of understanding of the objective/scope of work (with structure diagrams, behavior diagrams, interaction diagrams using UML 2.0/agile modeling/E-R diagram)

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C.

b.

A description of methodology for management of data requirement (identification process of required information/functionality description in each module, requirement management, change management and traceability)

c.

Software Quality Assurance (SQA) plan (overview-only of test plans, basic test case hierarchy for integrity/regression/load/security testing for manual/automated testing procedures)

d.

Data validation plan (plan for validation process for all stored data for the developed decision support systems )

Tentative work plan: The vendor should suggest the basic milestones for making the delivery on-time. The proposed work plan should be consistent with the technical approach and methodology, showing clear understanding of the RFP and ability to translate these into a feasible working plan. A list of the final deliverable documents, including reports, drawings, and tables to be delivered as final output, in each phase, should be described here. The work plan should contain PERT, Gantt charts and precise narrative descriptions for each step of SDLC, post-delivery installation, training and data validation regarding the decision support systems to be developed.

D. Organization and Staffing: The vendor should propose the structure, TOR for each position, proposed personnel details and composition of the team they plan to engage for getting the job done within the timeline without compromising with quality. The document should list the main disciplines of the assignment, the key expert responsible, and proposed technical and support staff. The roles and responsibilities of professional staff should be set out in job descriptions by clearly distinguishing between project management and technical staff. It is to be noted that, the vendor might be required to deploy parallel teams dedicated for working simultaneously at all steps of SDLC to ensure timely delivery, which should be made clear in the supplied documents. An organization chart illustrating the structure of the team and its interfaces with AEP and other institutions/bodies involved in the project also should be provided. The document should contain the following sections: a. A properly layered and labeled organizational chart illustrating all personnel involved in the project b.

N°

A staffing schedule for each of the personnel in the project as shown in Table 3

Name of Position

Staff-month input by month13 1

2

4

4

5

6

7

8

9

10

Total staff-month input 11

12

n

Home

Field

Total

1 13

Months are counted from the start of the assignment. For each staff indicate separately staff-month input for home and field work.

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2 3

N Total Table 2: Staffing Schedule. c. Curriculum vitae for each of the personnel involved in the project in the following format. 1

PROPOSED POSITION FOR

[State the name of the position].

THIS PROJECT 2

RESPONSIBILITIES/ DELIVERABLES

[Enlist all deliverables expected from the position along with major responsibilities]

3

NAME OF PERSON

[state full name]

4

DATE OF BIRTH

5

NATIONALITY

6

MEMBERSHIP IN PROFESSIONAL

[If any].

SOCIETIES 7

EDUCATION:

[List all the colleges/universities which the consultant attended, stating degrees obtained, and dates, and list any other specialised education of the consultant].

8

OTHER TRAINING/CERTIFICATIONS

[Indicate significant training or industrial certifications obtained with appropriate details].

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9

LANGUAGES & DEGREE OF

Language

Speaking

Reading

Writing

e.g. English

Fluent

Excellent

Excellent

PROFICIENCY

10

PROJECTS UNDERTAKEN

11

EMPLOYMENT RECORD

[List all major projects done, with clearly mentioning the role that you took in that project, also describe the projects with a brief overview of technical details and works accomplished]

[The Consultant should clearlydistinguish whether as an “employee” of the firm or as a “Consultant” or “Advisor” [starting with position list in reverse of the firm]. order every employment held and state the start and end dates of [The Consultant should clearly indicate the Position held each employment] and give a brief description of the duties in which the Consultant was involved]. EMPLOYER 1

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FROM:

TO:

[e.g. January 1999]

[e.g. December 2001

EMPLOYER 2

FROM:

TO:

EMPLOYER 3

FROM:

TO:

WORK UNDERTAKEN THAT BEST ILLUSTRATES YOUR CAPABILITY TO HANDLE THIS ASSIGNMENT

[Give an outline of experience and training most pertinent to tasks on this assignment, with degree of responsibility held. Use about half of a page A4].

CERTIFICATION [Do not amend this Certification]. I, the undersigned, certify that (i) I was not a former employee of the Client immediately before the submission of this proposal, and (ii) to the best of my knowledge and belief, this biodata correctly describes myself, my qualifications, and my experience. I understand that any wilful mis-statement described herein may lead to my disqualification or dismissal, if engaged. I have been employed by [name of the Consultant] continuously for the last six (06) months as regular full time staff and I will keep myself available for this project if the firm is selected. Indicate “Yes” or “No” in the

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boxes below: YES

NO Signature Date of Signing Day / Month / Year

E. Recruitment plan: In case of new recruitments to fulfill the requirement of the project, the vendor must supply a proper recruitment (HR) plan detailing out each position with responsibilities outlined, deliverables indicated, educational/skill/experience requirements and expected date of joining. F. Training plan: An overview of the training plan for the successful implementation of the software developed, comprising of the following types: a. Management overview training b. User training c. Technical maintenance training More detailed information on training requirements is available in ToR parts of this RFP document. G. Documentation plan: An overview of plan for understanding and delivering the required documentation set 2.

Financial Proposal (including fee, travel cost, DSA, and other relevant expenses)

(i)

The Financial Proposal shall specify a total delivery amount (in USD or BDT) including consultancy fees and all associated costs, i.e. travel cost, subsistence per diems, printing costs, consultation workshop costs and overhear recharges.

(ii)

In order to assist UNDP in the comparison of financial proposals, the financial proposals will include a breakdown of this amount disclosing the key assumption employed in costing the working. The costing must be broken down for the update and revision of specified legal texts on price per page of source text of the submitted or finished updated and revised text.

The cost of preparing a proposal and of negotiating a contract, including any related travel, is not reimbursable as a direct cost of the assignment.

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K. Evaluation In response to RFP, the contractor will have to submit a Technical proposal as per the Terms of Reference of the scheme and a financial Proposal separately. The tender selection committee will first evaluate the technical proposal of the institutions/firms. Any institutions/firms getting more than 70% of the maximum achievable points (i.e. 49 points) in the technical proposal will be considered for financial appraisal, and ultimately therefore, for contracting. The financial proposal will be evaluated based on lowest price. The total scoring points for both the evaluations will be 100; the technical evaluation will be based on 70 points and the rest 30 points are to be allotted to the bidder proposing lowest price. A cumulative analysis weighted-scoring method will be applied to evaluate the firm. The award of the contract will be made to the tenderer whose offer has been evaluated and determined as: a) Responsive/compliant/acceptable with reference to this ToR, and; b) Having received the highest score out of a pre-determined set of weighted technical and financial criteria specific to this solicitation, with the ratio set at 70:30 respectively.

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