PUNJAB NATIONAL BANK

REQUEST FOR PROPOSAL (RFP)

FOR
SOCIAL MEDIA ENGAGEMENT
Information Technology Division
I.T Procurement Department
Head Office, 5 Sansad Marg,
New Delhi - 110 001
Tel: (011)-23311452
23710021
Extn: 234, 233,462,408
Fax: (011) 23321305, 23320306

Page 1

DISCLAIMER

The information contained in this Request for Proposal (RFP) or subsequently provided to
vendors, whether verbally or in documentary form by or on behalf of the Punjab National Bank
or any of their representatives, employees or advisors (collectively referred to as Bank
Representatives), is provided to vendor(s) on the terms and conditions set out in this RFP
Document and any other terms and conditions subject to which such information is provided.
This RFP document is not an agreement and is not an offer or invitation by the Bank
Representative to any party other than the entities who are qualified to submit their Proposal
(Vendors). The purpose of this RFP Document is to provide the vendor with information to
assist the formulation of Proposal. This RFP document does not purport to contain all the
information each vendor may require. This RFP document may not be appropriate for all
persons, and it is not possible for the Bank representatives, their employees or advisors to
consider the investment objectives, financial situation and particular needs of each party who
reads or uses this RFP document.
Each vendor should conduct their own investigations and analysis and should check the
accuracy, reliability and completeness of the information in this RFP document and wherever
necessary, obtain independent advice from appropriate sources. The Bank representative, their
employees and advisors make no representation or warranty and shall incur no liability under
any law, status, rules or regulations as to accuracy, reliability or completeness of the RFP
document.
The Bank representative may in their absolute discretion, but without being under any
obligation to do so, update, amend or supplement the information in this RFP document.

Page 2

TABLE OF CONTENTS
Item No

Particulars

Page No

1.

Bid Information

2.

Declaration

3.

Introduction Eligibility Criteria

4.

Scope of Work

5.

Instruction to Bidders

15

6.

Acceptance of the supply terms and conditions as

contained in Annexure-I

24

7.

Supporting documents in respect of minimum qualification

criteria as per (Annexure-II)

28

8.

Technical specifications Annexure- III

30

9.

Bidders Information as per format as per Annexure IV.

31

10.

Compliance Statement Annexure V.

32

11.

Service Support set up details as per Annexure VI.

33

12.

Performance Statement as per Annexure VII.

33

13.

Commercial offer Annexure-VIII

34

14.

List of key position whose CV and experience would be

evaluated Summary table of Team Annexure-IX

35

15.

Hardware and software requirement Annexure-X

36

16.

EMD should be submitted online or in the form of Bank

Guarantee (BG) before last date of bid submission
Annexure XI

37

17.

Pre Integrity Pact Annexure XII

39

18.

Check List Annexure-XIII

45

Page 3

GENERAL RFP DETAILS

Date of commencement of 27/04/2016
sale of RFP Document
Last date and time for sale of
RFP Documents

18/05/2016 up to 1600 hrs

Pre-Bid meeting

02-05-2016 at 11:30AM

Last date for Receipt of

queries
Last date and time for Hash
submission
Last date and time for
online Bid submission
Date and Time
of
opening of Bid
Place of opening of Bids

03/05/2016 up to 1700 hrs

Address
communication

As above
Tel:(011) 23311452
Fax:(011) 23321305 / 23718045

Cost of RFP ( in Rs)

Earnest
Amount

Money

of

18/05/2016 up to 1600 hrs

19/05/2016 up to 1400 hrs
Please refer Tender Schedule
Punjab National Bank,
Information Technology Division,
Head Office, 5 Sansad Marg,
New Delhi - 110 001

Rs.10,000/- (Non refundable) should be submitted online

only in favour of Punjab National Bank on or before last
date of Bid submission date in the following account:
IFSC Code : PUNB0015300 Bank & Branch : Punjab
National Bank, Sansad Marg, New Delhi -110 001 Account
No. 0153002200175673 ( 16 digits) Imprest account HO
IT Division
Deposit Rs.5.00 Lac (Five Lacs only) should be submitted online
on or before last date of bid submission or in the form of
Bank Guarantee (BG) as per Annexure X in favor of
Punjab National Bank, IT Division at New Delhi. BG should
be valid up to six months from the last date of bid
submission.
IFSC Code : PUNB0015300
Bank & Branch : Punjab National Bank, Sansad
Marg, New Delhi -110 001
Account No. 0153002100567220 (16 digits) (Proof of
printout of the transaction to be submitted along with
the bid documents).
Imprest account HO IT Division
In case of unsuccessful bidder, EMD will be returned after
completion of the bid process (without interest).

Page 4

Contact to Bidders

Interested Bidders are requested to send e-mail to:

itdhw@pnb.co.in
nikhil@pnb.co.in
prabhat_shukla@pnb.co.in
nandita@pnb.co.in
Containing following information, so that in case of any
clarification same may be issued to them.
Name of company,
contact person,
mailing address with Pin Code,
Telephone No., Fax No., Mobile No.
e-mail address, etc.

Note:
a) Technical Bids will be opened online and technical supporting document will be opened in
physical form but Commercial bid will be opened online only.
b) Bidders may view the details through
[https://pnbindia.biz] registration login.

their

terminal

using

their

e-procurement

c) Only technical supporting documents should be given in physical form. However, Commercial
Bid should be submitted only online in our e-procurement system

Page 5

Declaration 1
To,
The Chief Manager,
Information Technology Division,
IT Procurement Department
4th Floor, HO-ITD
5 Parliament Street,
New Delhi-110001

Sir,
Reg: Our Request for Proposal (RFP) for Social Media Engagement
We submit our RFP document herewith.
We understand that
You are not bound to accept the lowest or any bid received by you, and you may reject all
or any bid.
If our Bid for the above job is accepted, we undertake to enter into and execute at our
cost, when called upon by the Bank to do so, a contract in the prescribed form. Unless
and until a formal contract is prepared and executed, this bid together with your written
acceptance thereof shall constitute a binding contract between us.
If our bid is accepted, we are to be jointly and severally responsible for the due
performance of the contract.
You may accept or entrust the entire work to one Bidder or divide the work to more than
one Bidder without assigning any reason or giving any explanation whatsoever.
Bidder means the vendor who is decided and declared so after examination of
commercial bids.
The names of shortlisted bidders after the completion of first stage (Technical Bid), and
the same of successful bidder(s) to whom the contract is finally awarded after the
completion of second stage (Commercial Bid), shall be displayed on the Notice Board of
the Bank at Punjab National Bank, Information Technology Division, Head Office, 5,
Sansad Marg, New Delhi-110001.
Date: _______
Place: ______
Signature of Authorized Signatory
Name of Signatory:
Designation:
Seal of Company

Page 6

1. Introduction:
Punjab National Bank (PNB) is a public sector bank with more than 120 years of strong
existence and more than 6800 branches including foreign branches. Bank has more than
9000 ATMs.
Punjab National Bank is serving more than 10.0 crore esteemed customers and is providing
services to its customers through not only the brick and mortar branches but also through
other alternate delivery channels like Internet Banking, Mobile Banking, Various types of
cards viz. Debit card, Credit cards etc.
Bank, being one of the largest nationalized banks, has continued to provide prudent and
trustworthy banking services to its customers. The Bank enjoys strong fundamentals, large
franchise value and good brand image.
To enhance our services and to reach more customers, we constantly use latest technologies
and innovative banking models. Please refer to banks website www.pnbindia.in for details of
product and services being offered.
2.

Background:
PNB is at present using social media channels in a limited way restricted to Face Book
(closed group), Twitter and LinkedIn (internal groups).
Social Media being a very fast growing platform for businesses, PNB is looking for a Social
Media Engagement service provider, who can assist the bank in creating & managing a
strong Social media presence as per the prevailing market trend and requirements of the
bank.
Request for Proposal (RFP) are invited in sealed envelope superscripted as <Request for
Proposal-Social Media Engagement>. Bank invites bids (Technical & Commercial) from
applicants who fulfil technical requirement stipulated in the RFP, who should submit all the
requisites documents as asked for under the RFP.

3.

Eligibility Details:
3.1 Punjab National Bank invites Request for Proposal (RFP) from established Company or
Firm or Public Sector undertaking or Govt. Company or LLP (Limited Liability
Partnership) firms, wishing to be considered for short listing for participating in bidding
process of the proposed procurement of standardized end to end solution for Social
Media Engagement/Presence services / herein after referred to as the solution.
3.2 Only those Bidders who fulfil the following criteria mentioned in Annexure- II are eligible
to respond to the RFP. Offers received from the Bidders who do not fulfil any of the
eligibility criteria are liable to be rejected.
3.3 The following guidelines will be followed wrt bidding by eligible bidders:Sr. Bids allowed by
No
a
Principal / OEM / Solution Provider a
on a standalone basis.

Bids not Allowed by

If any product of Principal / Original
Equipment Manufacturer (OEM) is
being quoted in the tender, the OEM
Company cannot bid for any other
Page 7

OEMs product.

Indian Authorised Representative b

(IAR) / Agent / System Integrator (SI)
on behalf of the Principal / Original
Equipment Manufacturer (OEM) /
Solution Provider

IAR / Agent / SI and the Principal

/OEM/ Solution Provider cannot bid
simultaneously for the same product
in the same tender.

Multiple Principal/OEM/ Solution c

Providers providing the same
product and bidding through different
SIs.

More than 2 SIs of the Principal/OEM/

Solution Provider

Principal/OEM/ Solution Provider d

along with a System Integrator in
consortium.
However,
all
the
consortium members would have to
sign the contract/agreement with the
Bank.

If an IAR submits bid on behalf of the

Principal/OEM, the same IAR shall not
submit a bid on behalf of another
Principal/OEM in the same tender for
the same item/product.

4. Scope of work:
Social media is a platform, which business organizations are actively using for getting
customer feedback, showcasing their product & services apart from selling and acquisition of
customers.
PNB is at present using social media channels in a limited way restricted to Face Book
(closed group), Twitter and Linked-In (internal groups).
PNB is looking for a Social Media Engagement service provider, who can assist the bank in
creating & managing a strong Social media presence whereby banks can listen and engage
with customers via social media networks; monitor unstructured social media data for
analysis & insights of customer sentiment, behaviour and interests; and deliver through social
channels the best of one-to-one experiences. Unstructured data relates to the data output
generated from the Social Media Engagement solution. The data can relate to any named
entity chosen by the Bank.
The participant bidder is expected to be thorough with the law of the land with regard to social
media participation and facilitate the bank to establish appropriate policy, procedure,
guidelines and monitoring tools etc.
The Bidder would be responsible for assisting the Bank for:
a) Drafting various internal and external policies for Social Media Engagement. Establish
good governance practices to guard against the risk especially the reputational risk.
b) BOT Model
c) Implementation strategy
d) Creating the Social Media Operations setup
e) Facilitating quick response system
f) Support for enhancements and troubleshooting
Page 8

g) Phase wise implementation - Content development as per the business themes of the
Bank and establish necessary practices in the Bank.
h) MIS
i) Social Media advertising
j) Conducting market research
k) Compliance of guidelines of regulatory authorities
l) Security aspects

a) Drafting social media policy

i. Procedure, guidelines covering Social Media engagement, Social media access,
Social media response & Social media responsibility for the bank & its employees.

ii. Social Media Data Back-up policy and its implementation strategies along with its

iii.
iv.
v.
vi.

retrieval. This Para relates to DR for back up of the data output from social media that
the successful bidder will be helping in preparing the draft Social Media Policy for the
Bank.
Risk assessment & mitigation policy.
Standard operating procedure for verticals. (Operations related information will be
shared with successful bidder.)
Create a strong governance practice with periodic review & assessment matrix.
Feedback mechanism for constant improvement.

b) BOT Model
i. Identification of social media platform for positioning the bank.
ii. Facilitate and undertake along with bank to identify contents, develop, customize and
iii.
iv.
v.
vi.
vii.

post on social media platforms on continuous basis and guide/assist bank to create an
internal team and expertise in doing so.
Associate with training at banks training colleges and preparing materials and
guidance notes.
Training staff/employees of bank enabling them to have complete understanding and
knowledge of social communication and marketing activity, which include handling of
adverse events etc.
Establish response practice and integrate with MS Outlook mailing system.
Training at various levels, from administrative to end user level, has to be provided by
the bidder at no extra cost as per Banks requirement.
Handholding the team, establishes the practice, and transfer the knowledge to the
Bank during the engagement period, along with documentation.

c) Implementation strategy
i. Project to be handled in phased manner during the engagement period and solution
must provide a unified view of social post calendar (visibility of social posts published
and forthcoming scheduled posts across multiple social platforms (Face Book, Twitter,
YouTube, LinkedIn, Pinterest, Instagram etc or any other social media site developed
in future)
ii. Positioning the PNB Brand in Social Media in compliance of existing laws and other
regulatory guidelines. Establish Brand PNB on Social media, manage & maintain the
accounts and the contents.
iii. Establish bank on existing and future social media sites with relevant content. PNB
will provide content material (like schemes, theme etc). It will be the responsibility of
vendor to develop attractive content for different social platforms.
iv. Develop social media accounts, periodical contents, pages on different social media
platforms.
Page 9

v. Development of library of FAQ, Dictionary of Keywords.

vi. Facilitate access across all the platforms (Desktop, mobiles, Tabs, etc.)
vii. Optimize the activity, integrate social media with banks ecosystem and establish a
360-degree view of bank customers. The social tools are to be integrated with the
CRM (SAP) & other back end systems like EDW, etc. Bidder has to integrate with
bank's existing EDW & CRM. For example, when content in social media platforms is
clicked, a lead may be generated to CRM, capture relevant data and send a ticket to
lead manager.
viii. Establish practices to identify ghost, copycat etc. Sites and procedure to bring them
down.

d) Creating the Social Media Operations setup

i. Secured & robust platform with backend integration with one-year support warranty.
ii.

iii.
iv.
v.
vi.
vii.

viii.
ix.
x.

xi.

Bidder has to integrate the solution with bank's existing websites, EDW, CRM, SMS,
e-mail & Mobile banking, etc.
The solution should be a complete Social Media Management Platform (This may
include establishing tools, multimedia studio software, applications software, Content
Development, design, etc.) for Social media engagement including integration with
banks corporate website & other backend systems to listen, analyse, engage respond,
marketing etc. The tools proposed by bidder to meet all objectives mentioned in scope
of RFP.
Continuously monitor fraud/cloned sites using Social Media Analytics Tool.
This Platform/solution must be modular & scalable to offer us flexibility & scalability.
The bidder should provide details of the Hardware & Software platform required for
deploying the proposed solution.
Hardware and required software for implementation of solution to be provided by the
Bank as per the specifications provided by the bidder.
The required hardware and infrastructure would be installed at banks data-centre (DC
and DR locations along with auto/manual synchronisation). The solution should be
configured with automatic replication to DR site with Recovery point objective (RPO)
and Recovery time objective (RTO) as specified by the Banks policy.
The vendor has to ensure flawless switching of all the services under preview of this
RFP to Disaster Recovery (DR) site during DR drill as and when decided by Bank or
in case of non- availability of primary DC site.
The bidder should be able to adequately deploy knowledgeable resources having
expertise to enable bank undertake and implement complete end to end social media
engagement
Bidder will make arrangement to station their resource(s) at our data-centre (5,
Sansad Marg Building) or at other Banks location in Delhi from 9:30 AM to 6:30 PM,
on all Banks working days for service support. Beyond this period necessary support
should be available on 24x7x365 basis, if required; engineers are also to be deputed
at the site for resolving the problem at no extra cost to the Bank. The alternate
resource(s) for similar skill will be made available to the Bank if assigned resource
goes on leave. Bank is going with BOT model. The tools proposed by bidder should
meet all objectives mentioned in scope of RFP.
Data should remain with Bank only. Tool can be as per Bidder's choice, However
license should be procured by Bidder in the name of bank.

e) Facilitating quick response system

i. Create and establish a response team to monitor, promote and communicate all social
media customer interactions
Page 10

ii. Vendor will assist bank to create a response flow chart and escalation matrix for

iii.

iv.
v.
vi.

response and complaint management. Further help to decide the role and workflow of
Response and Management team (Members will of banks employee and Vendor
personnel)
Dashboard available to Social Media Monitoring and Response Team & must provide
a unified view of all social platforms on which bank is showing its presence. Tools can
be as per Bidder's choice, However license should be procured by Bidder in the name
of bank.
Facility of Auto Moderation should be available in the solution.
If there is spamming on Banks Social media site page, report the abuse issue to
social media site contact immediately.
Quick response system must include Social Service Help Desk which uses automated
facility with 24*7*365 support and have following major features:

a) To provide automated responses to customer queries/grievance etc, 24x7x365

b)
c)
d)
e)

days, which arise in the social space (Eg. Twitter, Facebook, LinkedIn etc.) with
relevant knowledge article or link.
This automated response must be identified by a unique identifier, say, Ticket,
generated by the system for quick response to escalations.
Social service helpdesk solution should direct customers and contact centre
agents with the capability to submit, track and review response/incidents (with
system generated Ticket) submitted on social networking websites.
It should integrate all existing knowledge resources to ensure relevant information
is delivered on social network, which increase self-resolution rate, decrease
escalations and engages the customer.
Social Service helpdesk provides a knowledge base for customers with integrated
search functionality and supports mobile web browser access.

f) Support for enhancements and troubleshooting

i. Provide resource as and when required on man month basis/ Man hour basis for
support & to manage the services besides the main support as per the contract.
ii. Providing support to manage Paid Media Support. Price for paid campaign, launched
over social media platform, is not part of Social media engagement Cost. Its budget
will be different.

g) Phase wise Implementation

i.

Listening Phase:
a. Using Social Media Analytic Tool to get an update on what is being discussed/
commented on bank pages and other pages.
b. Bidder has to not only monitor the Social Media pages but also provide
sentimental & data analytics as well. Blogs, comments also to be collected from
All social media platforms.
c. Listening on Earned Media and Owned Media about the brand, products &
services, do analysis & provide feedback. (Owned Media: as per Bank's
websites, blogs, etc. Earned media, on the other hand, is generated when
content receives recognition and a following outside of traditional paid
advertising, through communication channels such as social media and word of
mouth.)
d. Solution should listen and analyse related to PNB and its products. Also solution
should listen to all sentiments of customer / non-customer.
e. Listen to customer / non-customer conversations related to PNB & Banking and
Page 11

about banking products, on the internet (relevant online platforms including

Social Media platforms, Forums, Blogs, News, Communities, Websites etc)
process to derive insights & feedback.
f. Listen to Corporate, Companies, Individuals related to Banks operation as
decided by the bank.
g. Have a facility to bring the unstructured data into banks data lake as and when
established.
h. Provide appropriate tools, Solutions to handle the data for inferring meaningful
information.
ii.

Engagement Phasea. Enable bank to engage with the audience constructively and establish a two-way
connection with customers.
b. Effective customer engagement, taking feedback and providing responses,
customer care services, new acquisitions, product offering and customer
awareness/education programs.

iii.

Optimization phase a. After stabilisation of non-financial engagements, bank reserve the right to extend
simple financial transactional facilities to our customers through the social
platform once institutional framework & infrastructure mature to sustain such
activity.
b. Successful bidder to bring on board the international best practices and banking
operations being practiced on social media.

h) MIS
i. As per the Management hierarchy and Governance mechanism of the Bank.
ii. As per the KPI decided to measure the performance of the Vendor. Some of the major
KPIs can be as under:
a. Reach of people: Number of Followers, fans, blog subscriber & increment in the
number of followers etc.
b. Interaction/Engagement: Number of retweets, comments, reviews, unique visitors,
time spent by visitors on our bank corporate site, official pages of bank on social
platform( Like FB, Twitter, Pinterest, LinkedIn & other popular site) etc.
c. Influence of Brand PNB: Sharing of conversation and our peer banks, number of
brand promoters, increase in promoters, % of different sentiments (Positive,
negative, neutral)

iii. Return on Investment (ROI):

The Vendor will help bank in working out the ROI of the activities undertaken and
major parameters on which we may decide ROI are as under:
Number of leads per day, week, month.
Conversion rate of leads involves Banks effort. It will not decide the performance
of bidder. As Social Media is in a very fast changing environment, a popular
platform now may become obsolete in near future. Keeping this in mind, Bank may
change ROI parameters from time to time by getting suggestions of the successful
bidder & industry trends.
Average resolution time of grievance.
Share of successful leads in the total business.
Support cost/customer on social channels.
Number of face book update, number of tweets/day, video sharing, forum post
etc., number of targeted campaigns run per month and their success.
Page 12

iv. Turn Around Time( TAT):

Bidder to establish best practices for the Social media engagement with clear TAT for
every activity. Some of TAT is as under:
First response to grievance/query must be within first hour.
Response to online interaction has to be on 24*7 basis once the critical stage is
achieved.
o In the initial period it has to be at least 12 hour ( say first 3 months)
o Thereafter on 24*7, including holidays.
Customer/audience query are to be addressed within a day.
Customer/audience is to engage through quizzes, games at least one in week.
Customer/audience are to be provided with frequent contents relevant to the
events of the day (say festival wishes, National day events etc.)
There has to be at least two new contents per day (Minimum) on each platform.
Operations related information will be shared with successful bidder.

i) Social Media advertising

i. Develop & execute a targeted social media-advertising program to reach out to target
ii.
iii.

iv.
v.

stakeholders, namely targeted audience existing & potential customers - Agewise ,

profession wise, senior citizens, techsavvy customer, demographic campaigns etc.
Capturing user behaviour, interests and optimizing digital advertising campaigns
whenever launched. Price for paid campaign, launched over social media platform, is
not part of Social media engagement Cost. Its budget will be different.
Have necessary arrangement with Google / Face book / Twitter / Linked-in, etc for
advertisement and publicity of Bank products and linking our websites by providing
landing page to these sites or advertisement. Here landing pages on social media
sites means official social media platform's bank page where PNB website visitor can
land while clicking the icon of that particular social media platform icon. Further
necessary content development of such pages to be done by bidder. PNB website is
maintained & managed by Bank.
Integrate landing page with Banks CRM.
Latest techniques should be used for generating serious leads against certain
benchmarking like
Key word targeting: help in identification of key words and reach the users based
on predefined key words.
Use Search engine optimisation (SEO) for climbing up the search results.
Placement targeting: help in Target locations, website, places where the bank
products and services should appear.
Topic targeting: chose the web pages that relate to chosen topics relating and
relevant to banks products and services.
Remarketing: Segment audience of past site (It includes social media websites
and all bank's authorised websites) visitors and deliver relevant bank products and
services ads on search based on actions people have taken on bank site.
Interest categories: target people whose interest lie in banking products and
services.
In market segments: target the visitors who are actively browsing, researching
and comparing banking products and services.
Affinity segments: To reach those who have shown a proven interest in a topic
related to PNB brand.

Page 13

j) Conducting market research

i. Assessing brand position & status, re-branding, exploring competitors & competing
ii.
iii.
iv.
v.

products. Identifying the targeted audience based on needs & requirements with
following abilities:
Assess the performance of social media in development of banks business using
defined ROI parameters.
Ability to view and compare weekly trends of brand share, social mentions and other
competitive brands.
The solution should be able to track Hindi and other leading regional languages (more
popular in particular geographical areas) as well as leading international websites
(website of international news agencies, magazines etc) & social site for analysing.
Bank to be provided with the history of the customers activities on social and other
channels, creating leads & MIS.

k) Compliance of guidelines of regulatory authorities

i. The application should confirm to the security requirements of the RBI, Respective
Govt. Agencies and the Bank and provide such regulatory requirements at no
additional cost to bank during the warranty and ATS period.
ii. Assist bank in meeting with compliance guidelines of the regulatory authorities and
facilitate bank to devise appropriate guidelines for the staff members.
iii. The bidder has to ensure that all interface / license required will be procured by the
vendor in the name of the Bank.
iv. The Bidder should have necessary arrangement / agreement / certification with major
Social platform management companies like Google / Face-book / Twitter / Linked-in,
etc. Bidder has to register the application in the name of Bank and should be
renewed.
v. Vendor should provide the parameters to audit the tools/solution by 3rd party auditor.

l) Security Aspects:
i. Exchange information in a secured manner with complete audit trail (who responded,
when & what was response), logs & its implementation.
ii. Vendor must disclose the limitation/capability of the provided/used tool and solution.
iii. The Vendor will have to ensure continual security of the software. Any development
activity for incorporating security measures will be a part of the ATS.
iv. Conducting risk assessment and risk mitigation.
v. Exchange of information in secured manner without compromising security and
breaching of secrecy of customers data
vi. Address the challenges posed by risks associated with social media and its risk
management/mitigation.

m) It is Banks discretion and Bank will decide when to move from one phase to next phase
to set time line for any phase is a very subjective matter and stabilization of one phase will
allow Bank to start implementation of next phase on considering standard industry
practices.

n) Bank reserves the right to extend Social Media Engagement services to Banks
sponsored Regional Rural Banks (RRB), subsidiaries with same terms and conditions.

o) At any stage of tender process/implementation stage, if it is found that bidder has entered
wrong details/ fake information for getting extra benefit in Technical part, then the Bank
reserves the right to forfeit/invoke the EMD/Bank Guarantee submitted by the bidder and
Page 14

terminate the contract.

Instruction to Bidders
5. COST OF BIDDING
The Bidder shall bear all the costs associated with the preparation and submission of its bid
and the Bank, will in no case be responsible or liable for these costs, regardless of the
conduct or outcome of the bidding process.
6. BIDDING DOCUMENT
The Bidder is expected to examine all instructions, forms, terms and conditions and technical
specifications in the Bidding Documents. Failure to furnish all information required by the
Bidding Documents or submission of a bid not substantially responsive to the Bidding
Documents in every respect will be at the Bidders risk and may result in the rejection of its
bid. Bidder should strictly submit the bid as per RFP failing which bid will be rejected as nonresponsive.
7. AUTHENTICATION OF ERASURES/ OVERWRITING ETC
Any inter-lineation, erasures or overwriting shall be valid only if the person(s) signing the bid
initial(s) them.
8. AMENDMENT OF BIDDING DOCUMENTS
At any time prior to the last Date and Time for submission of bids, the Bank may, for any
reason, modify the Bidding Documents through amendments at the sole discretion of the
Bank. All amendments shall be uploaded on the Banks websites (www.pnbindia.in and
https://pnbindia.biz ) and will be binding on all who are interested in bidding. In order to
provide prospective Bidders a reasonable time to take the amendment if any, into account in
preparing their bid, the Bank may, at its discretion, extend the deadline for submission of
bids.
9. CONTACTING THE BANK
Any effort by a bidder to influence the Bank in evaluation of the bid, bid comparison or
contract award decision may result in the rejection of the Bidders' bid. Purchaser's decision
will be final & without prejudice & will be binding on all parties.
10. BANKS RIGHT TO ACCEPT OR REJECT ANY BID OR ALL BIDS
The purchaser reserves the right to accept or reject any bid and annul the bidding process or
even reject all bids at any time prior to award of contract, without thereby incurring any
liability to the affected bidder or bidders or without any obligation to inform affected bidder or
bidders about grounds for the bank's action. The bank reserves the right to accept or reject
any technology proposed by bidder. The bank reserves the right to select more than one
bidder keeping in view its large requirements.
11. MODIFICATION AND WITHDRAWAL

Page 15

Bids once submitted will be final and no further correspondence will be entertained on this.
No bid will allow to be modified after the submission. No bidder shall be allowed to withdraw
the bid, if bidder happens to be successful bidder.
12. REVELATION OF PRICES:
The prices in any form or by any reasons should not be disclosed in the technical or other
parts of the bid except in the commercial bid. Failure to do so will make the bid liable to be
rejected.
13. TERMS AND CONDITIONS OF THE BIDDING FIRMS
The bidding firms are not allowed to impose their own terms and conditions to the bid and if
submitted will not be considered as forming part of their bids.
Bidder has to strictly comply with the terms and conditions mentioned in the RFP
14. LOCAL CONDITIONS
The bidder must acquaint himself with the local conditions and factors, which may have any
effect on the performance of the contract and / or the cost.
15. CLARIFICATIONS OF BIDS
To assist in the examination, evaluation and comparison of bids the Bank may, at its
discretion, ask the bidder for clarification. The response should be in writing and no change in
the price or substance of the bid shall be sought, offered or permitted.

16. BID EARNEST MONEY

Bidder has to submit the Bid Earnest Money of Rs.5,00,000/- (Rs. 5 lacs only) on before of
the bid submission date either online or in the form of BG ( Bank Guarantee) favouring
PUNJAB NATIONAL BANK, IT DIVISION payable at Delhi filling all the details in the format
available for the same in our e-procurement system at website www.pnb.org.in.
In case of unsuccessful bidder, EMD will be returned on completion of procurement process
and no interest will be payable on EMD amount. The EMD will be returned to the successful
bidder upon submission of Performance Bank Guarantee.
17. DEADLINE FOR SUBMISSION OF BIDS
Bids must be submitted not later than the specified date and time mentioned in the Bid
Document. If specified date of submission of bids being declared a holiday for the Bank, the
bids will be received up to the specified time in the next working day. The Bank may, at its
discretion, extend this deadline for submission of bids by amending the bid documents, in
which case all rights and obligations of the Bank and bidders, previously subject to the
deadline, will thereafter be subject to the deadline extended.
18. PERIOD OF VALIDITY
Bids shall remain valid for a period of 6 months from the date of bid opening prescribed by
the Bank. A bid valid for shorter period shall be rejected by the Bank as non-responsive. In
exceptional circumstances, the Bank may solicit the Bidders consent to an extension of the
Page 16

period of validity. The request and response thereto shall be made in writing/e-mail/fax. The
Bidder may refuse the request. A bidder granting the request will not be required nor
permitted to modify its bid for the extended period.
19. LATE BIDS
Any bid received by the Bank after the deadline for submission of bid will be rejected.
20. BID CURRENCY
The Prices in the bid document shall be expressed in Indian Rupees only.
21. LANGUAGE OF BID
The bids prepared by the bidder and all correspondence and document relating to the bids
exchanged by the bidder and BANK, shall be written in English.
22. SUBMISSION OF BIDS
Bidders are required to strictly submit their bids in electronic form using the e-procurement
system at https://pnbindia.biz by using their digital certificates of class II and above (both
encryption and signing).
All the interested bidders should register themselves in the e procurement system
https://pnbindia.biz for submitting the bids online, if they have not done earlier.
The RFP document and further corrigendum, if any, can also be downloaded from banks
website www.pnbindia.in. Bids received after closing of the bid in the e-procurement system
are summarily rejected without any reason. The commercial bid should be submitted online
only. All the technical supporting documents should be submitted manually before the final
date & time of bid submission at the following address:
The Chief Manager, Punjab National Bank, IT Procurement Department,
I.T. Division, HO: 5 Sansad Marg, New Delhi 110 001
At the time of physical submission of bid, bidder has to show acknowledgement e-mail
received after completion of the bid submission in proof of having submitted the bid online.
23. BIDDING PROCESS (TWO STAGES)
For the purpose of the present job, a two-envelope bidding process will be followed. The
response to the present tender will be submitted in two parts:
Technical bid
Commercial bid
The bidders will have to submit the technical bid in banks e-procurement system as well as in
hard copy and commercial bids in only online form through banks e-procurement system.
TECHNICAL BID (Part I): The bidder will have to submit the technical supporting document
in sealed envelopes, duly super scribing RFP for Social Media Engagement TECHNICAL
BID will contain the Compliance statement as per the Terms & Conditions mentioned in the
RFP, and NOT contain any pricing or commercial information at all. Technical bid
documents with any commercial information will be rejected.
Page 17

In the first stage, only TECHNICAL BIDs will be opened and evaluated. Only those bidders
satisfying the technical requirements as determined by the Bank and accepting the terms and
conditions of this document shall be short-listed for next stage of evaluation.
The bid shall contain no interlineations, erasures or over writing except as necessary to
correct errors made by the Bidder, in which case such corrections shall be duly confirmed
under signature/initials of the person(s) signing the bid.
COMMERCIAL BID (Part II): Under the second stage, the COMMERCIAL BID of only those
bidders, whose technical bids are responsive, will be opened.
Commercial bids should be submitted in online form only through banks eprocurement system.
24. BID OPENING AND EVALUATION
In the event of the specified date of bid opening being declared a holiday for Bank, the bids
shall be opened at the specified time and place on next working day.
Those bidders satisfying the technical requirements as determined by the Bank and
accepting the terms and conditions of this document shall be declared technically qualified
and will be eligible for commercial stage of evaluation. Decision of the Bank in this regard
shall be final and binding on the bidders
25. PRELIMINARY EXAMINATION
The Bank will examine the bids to determine whether they are complete, whether any
computational errors have been made, whether required information has been provided as
underlined in the bid document, whether the documents have been properly signed, and
whether bids are generally in order.
The bid determined as not in order as per the specifications will be rejected by the Bank.
26. TECHNICAL EVALUATION PROCESS:
After opening of the technical bids, all the documents and annexure (except commercial
documents/offer) will be evaluated first by the bank.
First, received bids will be evaluated based on the eligibility criteria.
Second, Technical bids of only those bidders satisfying the eligibility criteria will be evaluated.
Only those bidders satisfying the technical requirements and accepting the terms and
conditions of this document shall be short-listed for further steps. Bank may also visit and
inspect the onsite / development centres and other installation of the bidders.
Bank will determine to their satisfaction whether the bidder selected as having submitted the
best-evaluated responsive bid is qualified to satisfactorily perform the contract. The decision
of PNB will be final in this regard.
The determination will take into account bidders financial, technical and support capabilities,
based on an examination of documentary evidence submitted by bidders.

Page 18

Only those bidders satisfying the technical requirements and accepting the terms and
conditions of this document shall be short-listed for further steps.
The commercial bids for only those bidders will be opened who have qualified on the basis of
technical evaluation and reviewed to determine whether the commercial bids are substantially
responsive. Commercial bids that are not substantially responsive are liable to be disqualified
at Banks discretion.
27. REVERSE AUCTION
Bank may hold Reverse Auction in the event of 2 or more bidders as technically eligible for
deciding L-1 bidder for items mentioned in Table-A. The procedure for the same is available
on our e-procurement website.
Bank reserves its right and discretion for not procuring hardware/DB/OS requisites from the
successful bidder.
Bank reserves its right and discretion not to convey the technical and commercial status to
bidders at any stage of the bidding process and under no circumstances Bank will be bound
to convey the technical status to any bidder before completion of reverse auction.
28. PROCEDURE FOR FINALIZING L1 VENDOR:
The Bidders will be required to quote for all the items required by the Bank, failing which Bank
will not consider the bid and it will be summarily rejected by the Bank as technically nonresponsive.
L-1 Criteria for evaluation: The bidders would be ranked based on Commercial offer as
mentioned in Annexure VIII. The L1 bidder shall be short listed based on the lowest bid.
Bank will hold Reverse Auction in the event of 2 or more bidders are technically eligible for
deciding L-1 bidder for items mentioned in Table. The procedure for the same is available on
our e-procurement website.
29. CONTACTING BANK OR PUTTING OUTSIDE INFLUENCE
Bidders are forbidden to contact BANK or its Consultants on any matter relating to this bid
from the time of submission of commercial bid to the time the contract is awarded. Any effort
on the part of the bidder to influence bid evaluation process, or contract award decision may
result in the rejection of the bid.
30. VERIFICATION OF REFERENCE INSTALLATIONS
BANK may, if deemed necessary, conduct verification of reference installation to satisfy
themselves on the performance of the equipment / services offered with reference to their
requirements.
31. BANKS RIGHT TO ACCEPT OR REJECT ANY BID OR ALL BIDS
The Bank reserves the right to accept or reject any bid and annul the bidding process or even
reject all bids at any time prior to award of contract, without thereby incurring any liability to

Page 19

the affected bidder or bidders or without any obligation to inform the affected bidder or
bidders about the grounds for the Bank's action.
The Bank reserves the right to select more than one Bidder keeping in view its large
requirements.
32. ASSIGNMENTS
The Vendor shall not assign to anyone, in whole or in part, its obligations to perform under
the contract, except with the Banks prior written consent.
33. NON DISCLOSURE
By virtue of Contract, as and when it is entered into between the Bank and the successful
bidder, and its implementation thereof, the Successful Bidder may have access to the
Confidential Information and data of the Bank and its customers. The Successful Bidder will
enter into a Non-Disclosure Agreement to maintain the secrecy of Banks data as per
following:
That the Successful Bidder will treat the Information as confidential and shall not
disclose to any third party.
The Successful Bidder will also agree that its employees, agents, sub-contractors shall
maintain Confidentiality of the Confidential Information.
That the Successful Bidder will agree that it shall neither use, nor reproduce for use in any
way, any Confidential Information of the Bank without consent of the Bank.
That the Successful Bidder will also agree to protect the Confidential Information of the
Bank with at least the same standard of care and procedures used by them to protect its
own confidential Information of similar importance. Without limitation of the foregoing, the
Successful Bidder shall use reasonable efforts to advise the Bank immediately in the
event that the Successful Bidder learns or has reason to believe that any person who has
had access to Confidential Information has violated or intends to violate the terms of the
Contract to be entered into between the Bank and the Successful Bidder, and will
reasonably cooperate in seeking injunctive relieve against any such person.
That if the Successful Bidder hires another person to assist it in the performance of its
obligations under the Contract, or assigns any portion of its rights or delegates any portion
of its responsibilities or obligations under the Contract to another person, it shall cause its
assignee or delegate to be bound to retain the confidentiality of the Confidential
Information in the same manner as the Vendor is bound to maintain the confidentiality.
This Clause will remain valid even after the termination or expiry of this agreement
That the Successful Bidder will strictly maintain the secrecy of Banks data.
The successful bidder shall be fully responsible for the acts (commission and omission) of
their manpower engaged for the project.
34. LIQUIDATED DAMAGES
If supplier fails to deliver any or all goods or perform services within stipulated time schedule,
the Bank shall, without prejudice to its other remedies under the rate contract, deduct from
the ordered price, as liquidated damages, a sum equivalent to 1% of the order value for each
week of delay subject to the maximum of 10%. The penalty will be charged on order value for
the items for which delivery is delayed.

Page 20

The Bank is entitled to deduct the penalty from the purchase price or any other amount,
which is due to supplier from this contract, or any other contract or by invoking the Bank
Guarantee.
35. RESOLUTION AND DISPUTES
All disputes or differences whatsoever arising between the parties out of or in relation to the
construction, meaning and operation or effect of these Tender Documents or breach thereof
shall be settled amicably. If however the parties are not able to solve them amicably, the
same shall be settled by arbitration in accordance with the applicable Indian Laws, and the
award made in pursuance thereof shall be binding on the parties. The Arbitrator/Arbitrators
shall give a reasoned award. Any appeal will be subject to the exclusive jurisdiction of the
courts at Delhi. During the arbitration proceedings the Bidder shall continue to work under the
Contract unless otherwise directed in writing by the bank or unless the matter is such that the
work cannot possibly be continued until the decision of the arbitrator or the umpire, as the
case may be, is obtained. The venue of the arbitration shall be Delhi.
36. PATENT RIGHTS
The supplier shall indemnify the Bank against all third party claims of infringement of patent,
trademark or industrial design rights arising from use of the Goods, or any part thereof in
India.
i. The supplier shall, at their own expense, defend and indemnify the Bank against all third
party claims or infringement of intellectual Property Right, including Patent, trademark,
copyright, trade secret or industrial design rights arising from use of the products or any
part thereof in India or abroad.
ii. The supplier shall expeditiously extinguish any such claims and shall have full rights to
defend it there from. If the Bank is required to pay compensation to a third party resulting
from such infringement, the supplier shall be fully responsible for, including all expenses
and court and legal fees.
iii. The Bank will give notice to the Supplier of any such claim without delay, provide
reasonable assistance to the Supplier in disposing of the claim, and shall at no time admit
to any liability for or express any intent to settle claim.
iv. The supplier shall grant to the bank a fully paid-up, irrevocable, non-exclusive license
throughout the territory of India or abroad to access, replicate and use software [and other
software items] provided by the supplier, including all inventions, designs and marks
embodied therein in perpetuity.
37. Termination of Contract on Default of following conditions:
i. If L1 bidder fails to implement their Social Media Engagement services as spelled out in
the Scope of Work or their services found dissatisfactory, then the Bank reserves the right
to terminate the contract and offer it to L2 bidder and subsequently thereafter. The L2
bidder will have to match the price offered by L1 bidder and so on.
ii. If abandonment of the work or any part thereof by the vendor.
iii. If the progress made by the vendor is found to be unsatisfactory.
iv. Bank will inform 30 days before the contract to be terminated.
v. Failure to deposit performance bank guarantee asked for under the contract.
vi. If the vendor fails to deliver any or all of the services at the nominated site within the timeperiod(s) specified in the contract

Page 21

vii. In the event of commencement of liquidation or winding-up (whether voluntary or

compulsory) of the vendor or appointment of a receiver or manager of any of the vendor's
assets and/or insolvency of the vendor.
viii. Distress, execution, or other legal process being levied on or upon any of the vendor's
goods and / or assets.
ix. If the vendor shall assign or attempt to assign his interest or any part thereof in the
contract.
38. FORCE MAJEURE :
Notwithstanding the above provisions, the successful bidder shall not be liable for penalty or
termination for default if and to the extent that its delay in performance or other failure to
perform its obligations under the contract is the result of an event of force majeure. For
purposes of this clause, force majeure means an event beyond the control of the bidder and
not involving the bidders fault or negligence and not foreseeable. Such events may include,
but are not restricted to, war or revolution or epidemics or natural disasters etc.. If a force
majeure situation arises, the bidder shall promptly notify the bank in writing of such condition
and the cause thereof. Unless otherwise directed by the bank in writing, the bidder shall
continue to perform its obligation under the contract as far as is reasonably practical, and
shall seek all reasonable alternative means of performance not prevented by the force
majeure event.
39. LIMITATION OF LIABILITY
Vendors aggregate liability under the contract shall be limited to a maximum of the contract
value. This limit shall not apply to third party claims for
a. IP Infringement indemnity
b. Bodily injury (including Death) and damage to real property & tangible property caused by
vendor/s gross negligence. For purpose for the section, contract value at any given point
of time, means the aggregate value of purchase orders placed by bank on vendor that
gave rise to claim, under this tender. Vendor shall not be liable for any indirect,
consequential, incidental or special damages under agreement/ purchase order
40. INDEMNITY
The bidder assumes responsibility for and shall indemnify and keep the Bank harmless from
all liabilities, claims, costs, expenses, taxes and assessments including penalties, punitive
damages, attorney's fees and court costs which are or may be required to be paid by
reasons of any breach of the bidder's obligation under these general conditions or for which
the bidder has assumed responsibilities under the purchase contract including those
imposed under any contract, local or national law or laws, or in respect to all salaries, wages
or other compensation to all persons employed by the bidder or bidders in connection with
the performance of any system covered by the purchase contract. The bidder shall execute,
deliver such other further instruments to comply with all the requirements of such laws and
regulations as may be necessary there under to conform and effectuate the purchase
contract and to protect the Bank during the tenure of purchase order.
Where any patent, trademark, registered design, copyrights and/ or intellectual
property rights vest in a third party, the bidder shall be liable for settling with such third party
and paying any license fee, royalty and/ or compensation thereon.
In the event of any third party raising claim or bringing action against the Bank
Page 22

including but not limited to action for injunction in connection with any rights affecting the
machine supplied by the bidder covered under the purchase contract or the use thereof, the
bidder agrees and undertakes to defend and / or to assist the Bank in defending at the
bidder's cost against such third party's claim and / or actions and against any law suits of any
kind initiated against the Bank.

Page 23

ANNEXURE I

RFP for Social Media Engagement - Supply Terms and Conditions

1. ACCEPTANCE OF ORDER:The bidder shall give acceptance within 7 days from the date of order. However, Bank has a right to
cancel the order, if the same is not accepted within the stipulated period from the date of the order.
2. SIGNING OF CONTRACT
The successful bidder(s) shall be required to enter into a Service Level Agreement (SLA) and
Non-Disclosure Agreement (NDA) with Bank, within 30 days of the award of the tender or within
such extended period as may be permitted by the Bank on the basis of the Tender Document,
the Tender of the successful bidder, the letter of acceptance and such other terms and conditions
as may be determined by the Bank to be necessary for the due performance of the work in
accordance with the Bid and the acceptance thereof, with terms and conditions shall be
contained in a Memorandum of Understanding to be signed at the time of execution of the
document of Contract.
3. DURATION OF CONTRACT
Bank will enter into contract initially for a period of 3 years, if not terminate by the Bank before 3
Years, however, the same should be extendable after completion of 3 years for a further period of
2 years or any other period as specified by Bank on mutually agreed terms and costs, if the bank
so desires.
4. DELIVERY PERIOD
a)
DELIVERY OF SYSTEM SOFTWARE
The final project time plan should be submitted by the bidder within one weeks of acceptance of
order, to the bank for vetting. After getting approval from the bank on project time plan, solution
should be supplied within 6 weeks from the date order. Besides downloadable form, the software
should also be provided in CD/DVD/Hard Disk. In case of delayed delivery or incomplete delivery
the date of receipt of the complete and final components as per the project time plan shall be
treated as delivery date.
b)
IMPLEMENTATION SCHEDULE
Complete installation of the solution in live environment and Implementation of all Phases within
three months after issuance of Purchase Order (PO) of Social Media application as per SOW of
RFP.
5. TAXES
The Rates/Prices are inclusive of all charges, Taxes, Statuary levies etc. except Sales Tax/VAT/
Service Tax, Octroi/Entry Tax which will be paid on actual basis. The Excise/Custom duty will
however have to be mentioned separately in the invoice and the bank may set off the applicable
Excise/ Customs duty against the Duty Free Scrip for which bank is eligible under chapter 3 of
Foreign Trade Policy.
6.

PAYMENTS TERMS

The Payment will be made on the achievement of the milestones mentioned as under:
Milestone

License fee (%)

Implementation fee
Page 24

(%)
---

After SRS Sign-off from Bank

80%
(On submission of PBG Bank Guaranty of
equivalent amount valid up to warranty period.)
After UAT Sign-off from Bank
--30%
Pilot Run
--30%
Go-Live Sign-Off
10%
30%
After the warranty period or after bidder gives a
10%
10%
Bank Guaranty of equivalent amount valid up to
warranty period.
The ATS Cost (after warranty period) shall be paid at the end of each half year in advance after
the date of completion of warranty period, subject to satisfactory services rendered, till that date.
Annual Onsite Support Charges or any other expenses: Quarterly in Arrears
In case of delayed delivery or incomplete delivery, the date of receipt of the complete and final
component as per the SRS shall be treated as delivery date.
7. PERFORMANCE BANK GUARANTEE [PBG]
i. The successful bidder has to submit the Performance Bank Guarantee of 20% of the
purchase order for one time cost valid up to 39 months from the award of tender and should
be extended on extension of agreement. Bidders will submit the performance bank
Guarantee as per the Performa to be provided by the Bank immediately upon placement of
purchase order by the Bank, within 21 days of placement of purchase order. The
Performance Bank Guarantee will be furnished for due performance of the offered solution.
ii. Performance Bank Guarantee may be invoked in case of violation of any of the terms and
conditions of this tender and also in case of deficiency / delay in services provided by the
successful bidder after giving notice period of 30 days for rectification.
8.
I.
II.

III.

IV.

V.

9.
A.

WARRANTY & MAINTENANCE

Bidder shall provide warranty for Solution for a period of 3 years from the date of
implementation or acceptance of the entire system, whichever is later.
Bidder shall also update application patches during the warranty period of 3 Years from the
date of implementation or User Signoff from bank after acceptance of the entire system,
whichever is later.
Warranty should contain proactive support on 24 x 7 x 365 basis. Warranty should cover all
components of the offered solution without any exceptions. This clause is only for offsite
support.
The warranty of the solution would include all version upgrade, patches/ fixes for removing
bugs/errors, upgrades, and maintenance support, troubleshooting, performance fine tuning,
problem resolution for total solution provided by the bidder.
All the parts of items would be covered under comprehensive warranty mentioned above,
without any exceptions. If there is any gap between Bank's requirement and OEM warranty
then it will be the responsibility of bidder to fill up the gap.

PENALTY
DELAY IMPLEMENTATION

Page 25

Penalty is applicable in case of delay in implementation of Phase wise as mentioned above, 2%

of the implementation cost will be deducted as penalty per week for delaying in implementation
as per schedule, with a maximum of up to 10% of Cost of Social Media application (line item 1 of
Event-2 of Commercial bid Annexure VIII).
B.

PENALTY FOR NON-AVAILABILITY OF SERVICES

Bidder has to guarantee minimum uptime of 99% quarterly basis during warranty, ATS & AMC
period. For calculation purpose of up time, Bank will consider 24x7x365 except downtime due to
Banks side.
During the warranty/ATS Period of Social Media Application, for every fall of 1% up-time, charges
will be deducted @ 1% of the Cost of Social Media application as mentioned in Commercial bid
Annexure VIII) subject to maximum 10%.
C.

DELAY IN PROVIDING THE SUBSTITUTE RESOURCE(S)

Delay in providing the substitute resource(s) when the assigned resource(s) goes on leave, the
penalty @ 10% per day of the order cost of resource will be deducted from next due payment for
the number of days the resource(s) remain unavailable.
10. ANNUAL TECHNICAL SUPPORT
11.
The ATS rates will be valid for a period of 4 (four) years after expiry of warranty period and will
start after completion of warranty period. The ATS may be terminated by the Bank after giving
three months notice in case of deficiency in services which will be paid on actual basis.
ATS should cover trouble shooting, removing bugs/errors. All updates, releases, version upgrades
will be provided during ATS period at no extra cost to bank. Bidders will ensure smooth functioning of
the solution during ATS through off-site/ onsite (as per requirement of the bank) support on 24*7*365
basis. Implementation charges (Onsite/ Offsite) for ATS related activity should be free of cost. ATS
would cover all components of the offered solution without any exceptions. The bidder has to quote
per year cost at column D (Unit Cost) as mention in Annexure-VIII.
12. INTEGRITY PACT
a.

b.

c.

Integrity pact essentially envisages an agreement between the prospective

vendors/bidders and the Bank for procurements above threshold value of Rs. 60
lakhs. Only those vendors/bidders, who commit themselves to such a Pact with
the buyer, would be considered competent to participate in the bidding process. In
other words, entering into this Pact would be a preliminary qualification.
Integrity Pact, in respect of a particular contract, would
i. Be operative from the stage of invitation of bids till the final completion of
the contract. Any violation of the same would entail disqualification of the
bidders and exclusion from future business dealings.
ii. Cover all phases of the contract, i.e. from the stage of Notice Inviting
Tender, Pre-bid stage till the conclusion of the contract, i.e. the final
payment or the duration of warranty/guarantee.
iii. Be deemed as part of the contract so that the parties concerned are bound
by its provisions.
The bidder should undertake for signing of the Integrity Pact as per the Performa
(Annexure-XIII) provided by the bank to the bidder as per CVC guidelines.
Page 26

Date: _______
Place: ______
Signature of Authorised Signatory
Name of Signatory:
Designation:
Seal of Company

Page 27

Annexure-II
PRE QUALIFICATION FOR BIDDERS
The minimum qualification criteria for the bidders are as under:
SN

Pre-Qualification Criteria

The bidder should be an established

Company or Firm or Public Sector
undertaking or Government Company or
LLP (Limited Liability Partnership) firms.

Bidder should have been in existence for

a minimum period of 2 years in India.

Bidder should have minimum turnover of

Rs 5 Crores and positive Net worth in
the last financial year i.e. 2014-15 in
India as per latest Audited Sheet. This
must be individual company turnover
and not of group / subsidiary companies.
The Solution Provider should have past
experience in Social media engagement
(Past experience in similar engagement
should
not
consist
of
only
social/digital media advertising) in
minimum one organization in India
(Govt. Organizations / BFSI or any
Reputed MNC) as on Bid submission
date, for a minimum period of 1 year.
The bidder should have expertise in both
earned media and owned media.

The bidder should have a team (As per

Annexure IX) size of at least 25 people
in social media Engagement.
The Bidder should not have been
blacklisted / debarred by any Bank /
Financial institutions in India in the last
three years.
The bidder should not be involved in any
litigation, which threatens solvency of
company
Bids are allowed in the following
cases of eligible bidder:
i. Original Equipment Manufacturer
(OEM) / Principal / Solution Provider
on a standalone basis.
ii. Indian Authorised Representative

Compliance
(Yes/No)

Documents Required
Incorporation
certificate
under
Indian Company Act 1956 and as
per its latest amendments /
Incorporation certificate as per laws
of other countries / Registration
under LLP Act 2008
Document proving this criteria to be
submitted
Audited Balance Sheet

i. Copy of the PO with details of

work
ii. Certificate signed by the
General Manager / IT Head of
the client organization where
the implementation has been
done.

Purchase Order / compliance

certificate signed by the General
Manager / IT Head of the client
organisation
Company Secretary Certificate

Self-certification may be submitted

on the bidders letterhead

Self-certification / Undertaking to
be submitted on the bidders
letterhead

i. Self-declaration

in

case

of

OEM

ii. A letter of authorization from

Page 28

(IAR) / Agent / System Integrator

(SI) on behalf of the Principal / OEM
/ Solution Provider
iii. Multiple Principal / OEM/ Solution
Providers providing the same
product
and bidding
through
different Sis
iv. Principal / OEM / Solution Provider
along with a System Integrator in
consortium. However, all the
consortium members would have to
sign the contract / agreement with
the Bank.
It may be noted that Bids are NOT
Allowed in following cases:
i. If any product of Principal / Original
Equipment Manufacturer (OEM) is
being quoted in the tender, the OEM
Company cannot bid for any other
OEMs product.
ii. IAR / Agent / SI and the Principal /
OEM / Solution Provider cannot bid
simultaneously for the same product
in the same tender.
iii. More than 2 SIs of the Principal /
OEM / Solution Provider
iv. If an IAR submits bid on behalf of
the Principal/OEM, the same IAR
shall not submit a bid on behalf of
another Principal / OEM / Solution
Provider in the same tender for the
same item / product / solution.

OEM must be furnished In case

of
Indian
Authorised
Representative (IAR) / Agent /
System Integrator (SI) and
should also mention that if
authorized representative fails
to meet the obligation for the
solution provided under the
proposed rate contract, then
solution provider would be
responsible for all obligations.
iii. Copy of consortium contract.
Minimum one member should
be fulfilling the eligibility criteria.
All members to give an
undertaking that if awarded the
contract, they will jointly sign
the Service Level Agreement
with the Bank.

NOTE:
Supporting documents are to be provided for each eligibility criteria stated above; otherwise the
bid will not be considered.

Seal & Sign of Bidder

ANNEXURE-III
Technical specification

Page 29

SN

Technical details

Compliance
(Yes/No)

Remarks

1. Social Media apps/games, related to BFSI have been

developed & deployed over social media platforms.
2. Solution is modular & scalable
3. Solution has BCP & Disaster Recovery (DR) system
4. System should be in built capability which provides a
unified view of all social platforms on which the
organisation is showing its presence
5. Listening tools and home-grown intelligence and IP to
demonstrate domain expertise
6. Effective Response Management in terms of Response
to grievance/query.
7. Influencer Management and advocacy management
8. ROI calculation capabilities
9. Reach of people: Number of Followers, fans, blog
subscriber & increment in the number of followers etc
(methodology to improve/ increase to be shared)
Customer engagement: Customer/audience is to
engage through quizzes, games (bidder to provide
the gamification of the contents provided by the
Bank) Customer/audience are to be provided with
frequent contents relevant to the events of the day
(say festival wishes, National day events etc)
(experience & past performance)
Interaction/Engagement: Number of re-tweets,
comments, reviews, unique visitors, time spent by
visitors on site etc.- (process and method)
10. New contents per day (average) on each platform
(Proposal and areas proposed to be submitted)
11. Social Media Team as ANNEXURE- XII
12. Can develop & execute a targeted social media
advertising program/Campaigns to reach out to existing
& potential customers.
13. Capturing user behaviour, interests and optimizing
digital advertising campaigns whenever launched.
14. Exchange of information in secured manner without
compromising security & breaching of secrecy of
customers data.
15. Address the challenges posed by risks associated with
social media & its risk management/mitigation.
16. Automated Response facility of the Application.
Auto moderation capability of Application.
NOTE: Bidder to submit a detailed document describing how they are complying with each
parameter of technical specification.
Annexure-IV
Bidders Information
Please provide following information about the Company
Page 30

S. No.
1.
2.
3.
4.
5.

6.

7.

Information
Company Name
Date of Incorporation
ISO certification of company
Name and Address of authorized Signatory
(Please enclose the copy of Board resolution)
Contact Person(s)
Phone
Fax
E-mail
Website
Bank Account Detail:

Particulars / Response

Please mention turnover for last financial year

and include the copies of Balance Sheet in
support of it.

Year

Turnover
Rs.(in Cr)

Net worth
(in Cr)

Last FY
2014-15

Date: _______
Place: ______
Signature of Authorised Signatory
Name of Signatory:
Designation:
Seal of Company

Page 31

ANNEXURE-V
COMPLIANCE STATEMENT DECLARATION
All Terms and Conditions including scope of work and technical specifications
We hereby undertake and agree to abide by all the terms and conditions stipulated by the Bank
in this RFP including all addendum, corrigendum etc. Any deviation may result in disqualification
of bids.
Description
We hereby undertake and agree to abide by all the terms and
conditions stipulated by the Purchaser in the tender document
and system including all annexure, addendum, corrigendum etc.
Any deviation may result in disqualification of bids.
We understand that Bank is not bound to accept the lowest or
any bid received by Bank, and Bank may reject all or any bid.
We understand that if our Bid for the above job is accepted, we
undertake to enter into and execute at our cost, when called
upon by the purchaser to do so, a contract in the prescribed form.
Unless and until a formal contract is prepared and executed, this
bid together with your written acceptance thereof shall constitute
a binding contract between us.
We understand that if our bid is accepted, we are to be jointly
and severally responsible for the due performance of the
contract.

Compliance (Yes/No)

We understand that vendor means the bidder who is decided and

declared so after examination of commercial bids.
If left blank it will be construed that there is no deviation and complied
Date: _______Place: ______
Signature of Authorised Signatory
Name of Signatory:
Designation:
Seal of Company

Page 32

ANNEXURE-VI
SERVICE SUPPORT DETAILS
Sr.
No.

Address

City

Location
Office
Telephone
Number

Fax
No.

Name of
contact
Person with
contact
number

Status of
Office
working
days &
hours

No. of
Maintenance
Engineers

1
2

Date: _______
Place: ______
Signature of Authorised Signatory
Name of Signatory:
Designation:
Seal of Company
ANNEXURE-VII
PROFORMA FOR PERFORMANCE STATEMENT (FOR THE PERIOD 2014-15)
S.N
O

Name
and
Address
of
organization

Order No. Description

and Date

Value
Order

of Date of Completion
As
per
contract

Remarks

Actual

Date: _______
Place: ______
Signature of Authorised Signatory
Name of Signatory:
Designation:
Seal of Company

Page 33

ANNEXURE-VIII
COMMERCIAL OFFER

SN

Items

1)

Cost of Social Media application only (Without 3 year warranty / ATS

cost warranty)
3 year warranty cost
Maintenance/renewal of services with Each Social Media Site for
three years.
ATS cost, if any for further four years after expiry of warranty period
of 3 year.
Cost per man month on site support resource for content creator
Cost per man month on site support resource for Social Media
Strategy Head
Cost per man month on site support resource for Art Manager

2)
3)
4)
5)
6)
7)
8)

Cost per man month on site support resource for Resident Support
Engineer

9)

Grand Total

Total Cost

Please read following important points carefully before filling in details

Important Points
I.
II.

Bank may hold Reverse Auction in the event of 2 or more bidders are technically eligible for
deciding L-1 bidder. The procedure for the same is available on our e-procurement website.
The Offered prices will be valid for a period of Three Years from the date of entering into the
Contract, if not revised earlier, on review by the Bank.

Page 34

Annexure-IX
List of key position whose CV and experience would be evaluated
Summary table of Team for Social Media Operations Centre (SMOC)

S.
No.

2
3
4

Position

Social
Media
Strategy
Head
having experience in
handling
Digital
Media,
response
management
and
Social Media Project
Social
Media
Content creator
Art Manager
Resident
Support
Engineer

Relevant Document to
justify the profile
( Professional
Qualification/Other
relevant supporting
document)

Minimum years
Tenure in Current
of experience
Organization
on the Job
8

4
4
2

Note1. Aforesaid table should contain summary while relevant supporting documents are to be
attached with this summary.

Date: _______
Place: ______
Signature of Authorised Signatory
Name of Signatory:
Designation:
Seal of Company

Page 35

Annexure-X
Hardware and other software requirements
Description
Details
Details of Hardware requirements for installation
& implementation of the solution and making it
live and operational as per the technical
specification/requirements/scope
of
work
defined in the RFP Document.
Details of any other software (Database, OS,
any other software) requirements for installation
& implementation of the solution and making it
live and operational as per the technical
specification/requirements/scope
of
work
defined in the RFP Document.

Date: _______
Place: ______
Signature of Authorised Signatory
Name of Signatory:
Designation:
Seal of Company

Page 36

Annexure-XI
Performa for the Bank Guarantee for Earnest Money Deposit
Ref: Bank Guarantee # Date
Punjab National Bank
Information Technology Division
5, Sansad Marg
New Delhi 110001
Dear Sir,
In accordance with your bid reference no. PNB/HO/HW/Social Media Engagement /2016
Dated_______________M/s______________________________________ having its registered
office at ______________________________________________herein after Called bidder)
wish to participate in the said bid for Social Media Engagement at Punjab National Bank having
its Head Office at 5,Sansad Marg New Delhi 110001.
An irrevocable Financial Bank Guarantee (issued by a nationalized / scheduled commercial
Bank) against Earnest Money Deposit amounting to Rs.5,00,000/-Rupees (in
words)___________valid up to __________ is required to be submitted by the bidder, as a
condition for participation in the said bid, which amount is liable to be forfeited on happening of
any contingencies mentioned in the bid document.
M/s_________________________________ having its registered office at ______________ has
undertaken
in
pursuance
of
their
offer
to
Punjab
National
bank
_____________________________________ (hereinafter called as the beneficiary) dated
__________ has expressed its intention to participate in the said bid and in terms thereof has
approached
us
and
requested
us
___________________________
Bank________________________ to issue an irrevocable financial Bank Guarantee against
Earnest Money Deposit amounting to Rs.5,00,000/-Rupees (in words)___________valid up to
___________.
We, the ________________________ Bank at _______________________having our Head
office at ____________________therefore Guarantee and undertake to pay immediately on first
written
demand
by
Punjab
National
Bank,
the
amount
Rs.
_________________Rupees______________________________________________________
_____________________________________________________________________________
__ without any reservation, protest, demur and recourse in case the bidder fails to Comply with
any condition of the bid or any default in violation against the terms of the bid, Without the
beneficiary needing to prove or demonstrate reasons for its such demand.
Any Such demand made by said beneficiary shall be conclusive and binding on us irrespective of
any dispute or difference raised by the bidder.
This guarantee shall be irrevocable and shall remain valid up to _________. If any further
extension of this Guarantee is required, the same shall be extended to such required period (not
exceeding
one
year)
on
receiving
instructions
in
writing,
from
(______________________________________) on whose behalf guarantee is issued.
"Notwithstanding anything contained herein above our liability under this bank guarantee shall
not exceed Rs______/- (Rupees________________ only).
Page 37

This bank guarantee shall be valid up to ----------- .We are liable to pay the guaranteed amount or
any part thereof under this bank guarantee only if you serve upon us a written claim or demand
(and which should be received by us), on or before ----------before 14.30 hours (Indian Standard
Time) where after it ceases to be in effect in all respects whether or not the original bank
guarantee is returned to us."
In witness whereof the Bank, through its authorized officer has set its hand stamped on this
_____________ Day of ______________2016 at __________________

Designation
Bank Common Seal
Attorney as per Power of Attorney

Page 38

Annexure-XII
INTEGRITY PACT
Chief Manager,
IT-Procurement,
Punjab National Bank,

New Delhi
Subject: Submission of Tender for the work
Dear Sir,
I/We acknowledge that Punjab National Bank is committed to follow the principle of
transparency equity and competitiveness as enumerated in the Integrity Agreement
enclosed with the tender/bid document.
I/We agree that the Notice Inviting Tender (NIT) is an invitation to offer made on the
condition that I/We will sign the enclosed integrity Agreement, which is an integral part of
tender documents, failing which I/We will stand disqualified from the tendering process. I/We
acknowledge that THE MAKING OF THE BID SHALL BE REGARDED AS AN
UNCONDITIONAL AND ABSOLUTE ACCEPTANCE of this condition of the NIT.
I/We confirm acceptance and compliance with the Integrity Agreement in letter and spirit and
further agree that execution of the said Integrity Agreement shall be separate and distinct
from the main contract, which will come into existence when tender/bid is finally accepted by
Punjab National Bank. I/We acknowledge and accept the duration of the Integrity Agreement,
which shall be in the line with Article 6 of the enclosed Integrity Agreement.
I/We acknowledge that in the event of my/our failure to sign and accept the Integrity
Agreement, while submitting the tender/bid, Punjab National Bank shall have unqualified,
absolute and unfettered right to disqualify the tenderer/bidder and reject the tender/bid is
accordance with terms and conditions of the tender/bid.
Yours faithfully
(Duly authorized signatory of the Bidder)
To be signed by the bidder and same signatory competent / authorized to sign the
relevant contract on behalf of Punjab National Bank.

Page 39

Social Media Engagement

INTEGRITY AGREEMENT
(To be stamped in accordance with stamp act)
This Integrity Agreement is made at ............... on this ...........day of ........... 2016 BETWEEN
Punjab National Bank is a Bank constituted under The Banking Companies (Acquisition &
Transfer of Under-takings) Act 1970, having its Head Office at 7, Bhikhaiji Cama Place,
New Delhi 110 607 and inter-alia a Branch Office/ Circle Office at
(Hereinafter referred
as the Principal/Owner, which expression shall unless repugnant to the meaning or
context hereof include its successors and assigns)
AND
.............................................................................................................
(Name
and
Address
of
the
Individual/firm/Company)
through.................................................................... Details of duly authorized signatory)
(Hereinafter referred to as the Bidder/Contractor and which expression shall unless
repugnant to the meaning or context here of include its successors and permitted
assigns)
Preamble
WHEREAS the Principal / Owner has floated the Tender for (..Name of
Work..) (hereinafter referred to as Tender/Bid) and intends to award,
under
laid down organizational
procedure,
contract
for
hereinafter referred to as the Contract.
AND WHEREAS the Principal/Owner values full compliance with all relevant laws of the
land, rules, regulations, economic use of resources and of fairness/transparency in its
relation with its Bidder(s) and Contractor(s). AND WHEREAS to meet the purpose
aforesaid both the parties have agreed to enter into this Integrity Agreement (hereinafter
referred to as Integrity Pact or Pact), the terms and conditions of which shall also be
read as integral part and parcel of the Tender/Bid documents and Contract between the
parties.
NOW, THEREFORE, in consideration of mutual covenants contained in this Pact, the
parties hereby agree as follows and this Pact witnesses as under:
Article 1: Commitment of the Principal/Owner
1)
The Principal/Owner commits itself to take all measures necessary to prevent
corruption and to observe the following principles:
(a)
No employee of the Principal/Owner, personally or through any of his/her family
members, will in connection with the Tender, or the execution of the Contract, demand,
take a promise for or accept, for self or third person, any material or immaterial benefit
which the person is not legally entitled to.
(b)
The Principal/Owner will, during the Tender process, treat all Bidder(s) with
equity and reason. The Principal/Owner will, in particular, before and during the Tender
process, provide to all Bidder(s) the same information and will not provide to any
Bidder(s) confidential / additional information through which the Bidder(s) could obtain
an advantage in relation to the Tender process or the Contract execution.
(c)
The Principal/Owner shall Endeavour to exclude from the Tender process any
person, whose conduct in the past has been of biased nature.
2)
If any information comes to the notice of the Principal/owner on the conduct of
any of its employees which is a criminal offence under the Indian Penal code
(IPC)/Prevention of Corruption Act, 1988 (PC Act) or is in violation of the principles
herein mentioned or if there be a substantive suspicion in this regard, the
Principal/Owner will inform the Chief Vigilance Officer and in addition can also initiate
disciplinary actions as per its internal laid down policies and procedures.
Article 2: Commitment of the Bidder(s)/Contractor(s)
1)
It is required that each Bidder/Contractor (including their respective officers,
employees and agents) adhere to the highest ethical standards, and forthwith report the
Page 40

Social Media Engagement

Principal/Owner about all suspected fraudulent act or corruption or Coercion or
Collusion of any person connected with the tender process which it has knowledge or
becomes aware any time, during the tendering process and throughout the negotiation
or award of a contract.
2)
The Bidder/Contractor commits himself/itself to take all measures necessary to
prevent corruption. He/it commits himself/itself to observe the following principles during
his/its participation in the Tender process and during execution of the Contract:
a)
The Bidder/Contractor shall not, directly or through any other person or firm,
offer, promise or give to any of the Principal/Owners employees involved in the Tender
process or execution of the Contract or to any third person any material or other benefit
which he/she is not legally entitled to, in order to obtain in exchange any advantage of
any kind whatsoever during the Tender process or during the execution of the Contract.
b)
The Bidder/Contractor shall not enter with other Bidder(s) into any undisclosed
agreement or understanding, whether formal or informal. This applies in particular to
prices, specifications, certifications, subsidiary contracts, submission or non-submission
of bids or any other actions to restrict competitiveness or to cartelize in the bidding
process.
c)
The Bidder/Contractor will not commit any offence under the relevant IPC/PC
Act. Further the Bidder/Contract will not use improperly, (for the purpose of competition
or personal gain), or pass on to others, any information or documents provided by the
Principal/Owner as part of the business relationship, regarding plans, technical
proposals and business details, including information contained or transmitted
Electronically.
d)
The Bidder/Contractor of foreign origin shall disclose the names and addresses
of agents/ representatives in India, if any. Similarly Bidder/Contractor of Indian
Nationality shall disclose names and addresses of foreign agents/representatives, if
any. Either the Indian agent on behalf of the foreign principal or the foreign principal
directly could bid in a tender but not both. Further, in cases where an agent participate
in a tender on behalf of one manufacturer, he shall not be allowed to quote on behalf of
another manufacturer along with the first manufacturer in a subsequent/parallel tender
for the same item.
e)
The Bidder/Contractor will, when presenting his/its bid, disclose any and all
payments he/it has made, is committed to or intends to make to agents, brokers or any
other intermediaries in connection with the award of the Contract.
3)
The Bidder/Contractor will not instigate third persons to commit offences outlined
above or be an accessory to such offences.
4)
The Bidder/Contractor will not, directly or through any other person or firm indulge
in fraudulent practice means a willful misrepresentation or omission of facts or
submission of fake/forged documents in order to induce public official to act in reliance
thereof, with the purpose of obtaining unjust advantage by or causing damage to
justified interest of others and/or to influence the procurement process to the detriment
to the interests of Principal/Owner.
5)
The Bidder/Contractor will not, directly or through any other person or firm use
Coercive Practices against principal/owner and/or other bidder(s)/contractor(s). Coercie
practices mean the act of obtaining something, compelling an action or influencing a
decision through intimidation, threat or the use of force directly or indirectly, where
potential or actual injury may befall upon a person, his/ her reputation or property to
influence their participation in the tendering process.
6)
Article 3: Consequences of Breach
Without prejudice to any rights that may be available to the Principal/Owner under law or
the Contract or its established policies and laid down procedures, the Principal/Owner
shall have the following rights in case of breach of this Integrity Pact by the
Bidder(s)/Contractor(s) and the Bidder/ Contractor accepts and undertakes to respect and
uphold the Principal/Owners absolute right:
1)
If the Bidder/Contractor, either before award or during execution of Contract has
Page 41

Social Media Engagement

committed a transgression through a violation of Article 2 above or in any other form,
such as to put his reliability or credibility in question, the Principal/Owner at its
discretion, is entitled to disqualify the Bidder/Contractor from the Tender process or
terminate/determine the Contract, if already executed or exclude the Bidder/Contractor
from future contract award processes after giving 14 days notice to the contractor. The
imposition and duration of the exclusion will be determined by the severity of
transgression and determined by the Principal/Owner. Such exclusion may be forever or
for a limited period as decided by the Principal/Owner.
2)
Forfeiture
of EMD/Performance Guarantee/Security
Deposit: If the
Principal/Owner has disqualified the Bidder(s) from the Tender process prior to the
award of the Contract or terminated/determined the Contract or has accrued the right to
terminate/determine the Contract according to Article 3(1), the Principal/Owner apart
from exercising any legal rights that may have accrued to the Principal/Owner, may in
its considered opinion forfeit the entire amount of Earnest Money Deposit, Performance
Guarantee and Security Deposit of the Bidder/Contractor.
3)
Criminal Liability: If any act/omission or conduct of a Bidder or contractor conduct
of a Bidder or Contractor, or of an employee or a representative or an associate of a
Bidder or Contractor which constitutes corruption within the meaning of IPC/PC Act
brought to the notice of the Principal/Owner, or if the Principal/ Owner has substantive
suspicion in this regard, the Principal/Owner shall be at liberty to inform the same to law
enforcing agencies for further investigation.
Article 4: Previous Transgression
1)
The Bidder declares that no previous transgressions occurred in the last 5 years
with any other Company in any country confirming to the anticorruption approach or with
Central Government or State Government or any other Central/State Public Sector
Enterprises in India that could justify his exclusion from the Tender process.
2)
If the Bidder makes incorrect statement on this subject, he can be disqualified
from the Tender process or the contract, if already awarded, can be terminated for such
reason. Principal/owner will be entitled to exclude the contractor from future
tender/contract award processes for a period not exceeding three years.
3)
Without prejudice to any other legal rights or remedies available to the principal
under the relevant clauses of the tender document.
Article 5: Equal Treatment of all Bidders/Contractors/Subcontractors
1)
The Bidder(s)/Contractor(s) undertake(s) to demand from all subcontractors a
commitment in conformity with this Integrity Pact. The Bidder/Contractor shall be
responsible for any violation(s) of the principles laid down in this agreement/Pact by any of
its Subcontractors/ sub-vendors.
2)
The Principal/Owner will enter into Pacts on identical terms as this one with all
Bidders and Contractors.
3)
The Principal/Owner will disqualify Bidders, who do not submit, the duly signed
Pact between the Principal/Owner and the bidder, along with the Tender or violate its
provisions at any stage of the Tender process, from the Tender process.
Article 6- Duration of the Pact
This Pact begins when both the parties have legally signed it. It expires for the Contractor/
Vendor 12 months after the completion of work under the contract or till the continuation of
defect liability period, till the Contract has been awarded. If any claim is made/lodged
during the time, the same shall be binding and continue to be valid despite the lapse of
this Pacts as specified above, unless it is discharged/ determined by the Competent
Authority, Punjab National Bank.
Article 7-Independent External Monitor (IEM)
1) The Principal/Owner has appointed competent and credible Independent External
Monitor(s) (IEM) for this Pact in consultation with the Central Vigilance Commission.
The task of the Monitor is to review independently and objectively, whether and to what
extent the parties comply with the obligations under this Pact.
2) The IEM is not subject to instructions by the representatives of the parties and
Page 42

Social Media Engagement

performs his functions neutrally and independently. He reports to MD& CEO, Punjab
National Bank.
3) The Bidder/Contractor accepts that the IEM has the right to access, without
restriction, to all Project documentation of the Principal/Owner including that provided by
the Contractor. The Contractor will also grant the IEM, upon his request and
demonstration of a valid interest, unrestricted and unconditional access to his or any of his
Sub-Contractors project documentation. The IEM is under contractual obligation to treat
the information and documents of the Bidder(s)/Contractor(s)/Subcontractor(s) with
confidentiality.
4)
In case of tenders having estimated value exceeding Rs 60 lakhs, the
Principal/Owner will provide to the IEM sufficient information about all the meetings
among the parties related to the Project and shall keep the IEM apprised of all the
developments in the Tender Process.
5) As soon as the IEM notices, or believes to notice, a violation of this Pact, he will so
inform the Management of the Principal/Owner and request the Management to
discontinue or take corrective action, or to take other relevant action. The IEM can in
this regard submit non-binding recommendations. However, beyond this, the IEM has no
right to demand from the parties that they act in a specific manner, and/or refrain from
action or tolerate action.
6) The IEM shall submit a written report to the MD & CEO, of the Principal/Owner within 6
to 8 weeks from the date of reference or intimation to him by the Principal/Owner and,
should the occasion arise, submit proposals for correcting problematic situations.
7) The word IEM would include both singular and plural.
8) IEMs will not use or pass on any information or document provided to it regarding
plans, technical proposals and business details for the purpose of competition or personal
gains etc.
Article 8- Other Provisions
This Pact is subject to Indian Law, place of performance and jurisdiction is place where
office of the Principal/Owner, who has floated the Tender, is located.
2)
Changes and supplements need to be made in writing.
3)
If the Contractor is a partnership or a consortium, this Pact must be signed by all
the partners or consortium members. In case of a Company, the Pact must be signed by
a representative duly authorized by board resolution.
4)
Should one or several provisions of this Pact turn out to be invalid; the remainder
of this Pact remains valid. In this case, the parties will strive to come to an agreement to
their original intensions.
5)
It is agreed term and condition that any dispute or difference arising between the
parties with regard to the terms of this Integrity Agreement / Pact, any action taken by the
Owner/Principal in accordance with this Integrity Agreement/ Pact or interpretation
thereof shall not be subject to arbitration.Article 9- LEGAL AND PRIOR RIGHTS
All rights and remedies of the parties hereto shall be in addition to all the other legal
rights and remedies belonging to such parties under the Contract and/or law and the
same shall be deemed to be cumulative and not alternative to such legal rights and
remedies aforesaid. For the sake of brevity, both the Parties agree that this Integrity
Pact will have precedence over the Tender/Contact documents with regard any of the
provisions covered under this Integrity Pact. IN WITNESS WHEREOF the parties have
signed and executed this Integrity Pact at the place and date first above mentioned in
the presence of following witnesses:
.............................................................. (For and on behalf of Principal/Owner)
............................................................ (For and on behalf of Bidder/Contractor)
WITNESSES:
1. ........................ (signature, name and address)
2......................(signature, name and
address)
Dated :................. Place:.........
Page 43

Social Media Engagement

ANNEXURE-XIII
Check List
Technical Bid
Sl.
No.
1
2.
3.

4
5
6
7
8
9
10

11
12
13
14

15
Note:
a)
b)
c)
d)

Documents

Attached
in
Bid
(Yes/No)

Page No
From

To

Acceptance of the supply terms and conditions as

contained in Annexure-I.
Supporting documents in respect of qualification criteria
as per (Annexure-II)
Technical Offer indicating compliance to the Banks
requirement as per technical specification as per
Annexure- III
Bidders Information as per format as per Annexure IV.
Compliance Statement Annexure V.
Service Support set up details as per Annexure VI.
Performance Statement as per Annexure VII.
List of key position whose CV and experience would be
evaluated Summary table of Team Annexure-IX
Hardware and software requirement Annexure-X
EMD should be submitted online or in the form of Bank
Guarantee (BG) before last date of bid submission
Annexure-XI
Pre Integrity Pact Annexure-XII
Any other document indicating the feature of the
product.
Last two years audited balanced sheet.
Power of attorney should be signed by person who is
authorized as per board resolution. Board resolution is
also provided.
Bid Covering Letter [Declaration-1] from the authorized
signatory of the company
Signed copy of RFP & Corrigendum
All pages of the bid documents must be signed by authorized person.
All pages of the bid documents should be numbered in serial order i.e. 1, 2,3
The technical bid should be properly banded and numbered to find out the documents
with annexure in starting explaining positioning of documents in bid.

Commercial bid
Sl. No.
1.
Date: _______
Place: ______

Documents
Commercial bid as per Annexure-VIII (only on-line submission required)

Signature of Authorised Signatory

Name of Signatory:
Designation:
Seal of Company

Page 44