SBI GENERAL INSURANCE COMPANY LIMITED

REQUEST FOR PROPOSAL

FOR

“Outbound Tele Calling Service”

23/03/2021

This document is the property of SBI GENERAL INSURANCE COMPANY LIMITED. It may
not be copied, distributed or recorded on any medium, electronic or otherwise, without
the written permission of SBI GENERAL INSURANCE COMPANY LIMITED thereof, except
for the purpose of responding to SBI GENERAL INSURANCE COMPANY LIMITED for the
said purpose. The use of the contents of this document, even by the authorized
personnel / agencies for any purpose other than the purpose specified herein, is strictly
prohibited and shall amount to copyright violation and thus, shall be punishable under
the Indian Law.

CONFIDENTIAL

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Table of Contents

Contents
1. ABOUT SBI GENERAL INSURANCE COMPANY LIMITED ....................................................... 3
2. DISCLAIMERS AND DISCLOSURES .............................................................................................. 3
3. CURRENT TECHNOLOGY SETUP AT SBI GENERAL INSURANCE ......................................... 4
4. RFP REQUIREMENTS ....................................................................................................................... 4
5. MINIMUM ELIGIBILITY CRITERIA ............................................................................................... 9
6. DOCUMENTS TO BE SUBMITTED ................................................................................................. 9
7. RFP SCHEDULE ............................................................................................................................... 10
8. INQUIRIES AND QUESTIONS ....................................................................................................... 11
9. BID – TERMS & CONDITIONS ...................................................................................................... 11
10. EVALUATION PROCESS AND CRITERIA .............................................................................. 12
11. CONTRACT AWARD AND EXECUTION ................................................................................ 14
12. LIQUIDATED DAMAGES .......................................................................................................... 14
13. FORCE MAJEURE ....................................................................................................................... 14
14. ARBITRATION ............................................................................................................................ 15
15. LIMITATION OF LIABILITY ..................................................................................................... 15
16. TERMINATION............................................................................................................................ 15
17. OTHER TERMS AND CONDITIONS ......................................................................................... 16
18. CONFIDENTIALITY ................................................................................................................... 17
19. OWNERSHIP OF DOCUMENTS AND DATA........................................................................... 17
20. ANTI-BRIBERY ........................................................................................................................... 18
21. BUSINESS CONTINUITY PLAN................................................................................................ 18
22. PENALTY ..................................................................................................................................... 18
23. PERFORMANCE BANK GUARANTEE .................................................................................... 18

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1. ABOUT SBI GENERAL INSURANCE COMPANY LIMITED

SBI General Insurance Company Limited commenced its operations in the year 2010 as a
joint venture between State Bank of India and Insurance Australia Group (IAG). Pursuant
to stake sale by IAG on 27th March 2020, the Company’s shares are held by SBI (70%),
Napean Opportunities LLP (16.01%), (iii) WP Honey Wheat Investment Ltd (9.99%), PI
Opportunities Fund-1 2.35% and Axis New Opportunities AIF – I (1.65%). State Bank of
India (hereinafter ‘SBI’) is India’s largest bank with a network of over 22000 branches
within India and operations across countries.

SBI General Insurance offers products suitable for all segments of customers. On the
retail side, we offer a comprehensive motor insurance with wide choice of add on covers.
In health insurance, we offer products to cover hospitalization, daily cash benefit and
critical illness insurance, personal accident insurance and top up cover. We have a
comprehensive bouquet of covers for commercial customer segment ranging from
property insurance, liability insurance to SME insurance coverage.

SBI General Insurance follows a robust multi-distribution model encompassing

Bancassurance, Agency, Broking and Retail Direct Channels. To make insurance easily
accessible and available, SBI General has a wide distribution family which includes over
25,000+ specified persons of SBI and other Corporate Agents and over 13,000+
Individual Agents as on 22nd March, 2021.

Our corporate vision is to be the most trusted general insurer in India with fair and
transparent business practices, leading the Nation's effort in increasing insurance
penetration. Our Core Values of Transparency, Empathy, Agility, Motivation and Service
embody who we are as a company, guide our decisions and inspire us.

2. DISCLAIMERS AND DISCLOSURES

SBI GENERAL INSURANCE has prepared this document to give background information to
the interested parties for participating in the RFP process for selecting the preferred
vendor who will provide SBI GENERAL INSURANCE with the required “Outbound Tele
Calling Service”. While SBI GENERAL INSURANCE has taken due care in the preparation of
this RFP document and believe it to be accurate, neither SBI GENERAL INSURANCE nor any
of its authorities or agencies nor any of their respective officers, employees, agents or
advisors give any warranty or make any representations, express or implied as to the
completeness or accuracy of the information contained in this document or any
information which may be provided in association with it.

The information is not intended to be exhaustive. Interested parties are required to make
their own inquiries and respondents will be required to confirm in writing that they have
done so, and they do not rely only on the information provided by SBI GENERAL INSURANCE
in submitting the bid. The information is provided on the basis that it is non–binding on
SBI GENERAL INSURANCE or any of its authorities or agencies or any of their respective
officers, employees, agents or advisors.

SBI GENERAL INSURANCE reserves the right to modify the requirements as well as add or
delete, to meet SBI GENERAL INSURANCE requirements at any point of time. SBI GENERAL
INSURANCE reserves the right not to proceed with the RFP, to alter the time table reflected
in this document or to change the process or procedure to be applied. It also reserves the
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right to decline to discuss the matter further with any party expressing interest. No
reimbursement of cost of any type will be paid to persons or entities expressing interest.
SBI GENERAL INSURANCE reserves the right to accept or reject, in full or in part, any or all
the offers without assigning any reason whatsoever. SBI GENERAL INSURANCE also has the
right to re-issue the tender without the Bidders having the right to object to such reissue.

The proposal in response to RFP should be signed and submitted by a person duly
authorized to bind the Bidder to the details submitted in the proposal. The signatory
should give a declaration and through authenticated documentary evidence establish that
he/she is empowered by the competent authority to sign the necessary documents and
bind the bidding. All pages of the bid documents are to be signed by the authorized
signatory.

This RFP is neither an offer from SBI GENERAL INSURANCE nor does it constitute any
binding obligation or commitment on SBI GENERAL INSURANCE. This RFP is only a
document that invites interested parties to, on a non-exclusive basis, express an interest,
with no obligation, commitment or liability of any manner devolving on SBI GENERAL
INSURANCE, either on account of the issue of this RFP to the interested parties, or upon
receipt of any response from the interested parties thereto, or any meetings or
presentations made. All expenses incurred by the interested parties as a result of
responding to, or further to this RFP, are to their own account and SBI GENERAL INSURANCE
will not be liable in this respect whatsoever.

Please note that the information provided in the RFP is strictly confidential and by
accepting this RFP, the interested parties unconditionally undertake, not to, in any manner
use any part or the whole of information, directly or indirectly learnt, for any other
purpose, other than for conducting work under the ambit of the RFP issued by SBI
GENERAL INSURANCE.

3. CURRENT TECHNOLOGY SETUP AT SBI GENERAL INSURANCE

We have a single fully Integrated IT Platform consisting of Best-of-Breed Technology
driven by Enterprise Architecture to create competitive advantage and long-term value.

Besides a host of other applications, some of the other key applications, we have
deployed our Customer Portal, Intermediary Portal, integrations with Bank and other third
parties through peer-to-peer integrations and services-based architecture. Company has
also embraced cloud-based SaaS solutions and have an existing contract with AWS as a
cloud service provider. Company has its own financial application as Oracle system.

The applications deployed are integrated through APIs, SOA services and Web service.
Company has a strong set up and governance on information and cyber security.

SBI GENERAL INSURANCE intends to adapt current and futuristic technological

advancements.

4. RFP REQUIREMENTS
The requirements of SBI GENERAL INSURANCE for the proposed “Outbound Tele Calling
Service” are outlined herein below:

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SBI GENERAL INSURANCE is looking at a service solution that encompasses following

activities/functionalities as mentioned below in Scope.

Scope – Outbound Tele-Calling Services with CRM & Dialer provided by Participant(s)

Outbound calling includes leads generated through campaigns, drop leads from digital
assets, customer lifecycle management activity and any other ad-hoc campaigns that the
company initiate from time to time.
Participant(s) should have their own Dialer & CRM application.

General Scope
• Contacting the prospects, Policyholders, Sales Force, employees or any other
associates of SBI GENERAL INSURANCE spread across India by outbound calling in
English, Hindi and/or major regional languages preferably through
Predictive/Preview Dialer.
• Differentiated calling to be made as per products, category, priority, customers
(HNI) etc. The calling scripts shall be provided by SBI GENERAL INSURANCE.
• The lead/data to be contacted shall be provided by SBI GENERAL INSURANCE at
regular intervals as per SBI GENERAL INSURANCE requirements. It shall be
responsibility of participant(s) post empanelment to clean the customer data to
ensure that the required calling process is put through.
• Calling is to be done on six days of a week between 9.00 am to 8.00 pm,
excluding national holidays and pre approved non working days. The working
hours may be extended/changed in future depending upon the business needs
and experience of SBI GENERAL INSURANCE.
• The participant should be registered as tele-marketer with TRAI.
• Participant(s) should be complying with TRAI regulations & all other stipulations
with respect to tele-calling. GSM Based Lines, SIM Gateway, PRI Lines, or any other
tele-calling lines will be installed & managed by the Participant(s). One time &
recurring charges will be borne by the Participant(s).
• Recording, storage and retrieval capabilities of calls made to the prospect
customers and providing complete access to such recordings as per SBI GENERAL
INSURANCE’s requirements.
• Call recordings should be made available to SBI GENERAL INSURANCE on same
day for all request raised. Exceptional cases to be handled differently.
• Participant(s) should have capability to scale up or scale down operation based
on the volume up to 25% at short notice. Any increase in capacity beyond 25%
shall be mutually agreed upon. Seating ramp up to be at the same location without
altering the existing set up/area for the process.
• Participant should not have more than 20% of the approved headcount with callers
less than 3 months vintage.
• It shall be the responsibility of the participants(s) to ensure that calling is done in
all cases and status is updated in real time.
• It is preferable to have the module / application through which the SBI GENERAL
INSURANCE can assign the urgent cases for calling on real time and according to
the priority set by SBI GENERAL INSURANCE, the automatically calling should
happen. This facility should be in addition to the daily calling data. Data for such
instances will be shared through API/secured file transfer mechanism.
• All the cases have to be called till phase out confirmation is received from SBI
GENERAL INSURANCE.
• The call intensity may vary for different categories/set of data as per SBI GENERAL
INSURANCE requirements from time to time.

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• Optimal manpower availability to meet SBI GENERAL INSURANCE’s outbound

calling requirement in the ratio 1:2:30 for Supervisor: Team Lead: Telecallers.
Further, the verifier should be 1:10 for Verifier: Telecaller, Quality check, Quality
Assurance/compliance monitoring ratio should be 1:15 for Quality Assurance:
Telecaller, MIS executive ratio should be 1:50 for MIS executive: Telecaller, Trainer
ratio should be 1:75 for Trainer: Telecaller, IT Support Hardware / Telecom ratio
should be 1:100 for IT Support Hardware / Telecom: Telecaller, Data
administrator should be 1 per location.
• Participant(s) should have the internal call quality team to monitor the call quality
and should share the feedback on weekly basis/as and when called for by SBI
GENERAL INSURANCE.
• Contact Centre Infrastructure / technology should be provided by Participant(s)
based on the number of agent & supervisor requirement by SBI GENERAL
INSURANCE.
• All communications containing customer information between the Participant(s)
and SBI GENERAL INSURANCE must be in encrypted form.
• SBI GENERAL INSURANCE would, as a part of the regular reviews/site audits and
audits carry out assessment of effectiveness of controls including surprise visits.
• Participant(s) will have to adhere to the process and service quality parameters
laid down by SBI GENERAL INSURANCE.
• There should be a facility to do online attendance tracking and monitoring of the
callers, which should be exposed to SBI GENERAL INSURANCE.
• The participant(s) should confirm to SBI GENERAL INSURANCE’s Information
Security Policy for third party.
• Participant(s) should adhere to IRDAI regulations and guidelines (issued from time
to time) along with outsourcing policy of SBI GENERAL INSURANCE.

Participant’s Responsibility
• Connectivity: Dedicated line (MPLS/ Leased line) must be provided by the
Participant(s).
• Participant(s) to confirm readiness to SBI GENERAL INSURANCE about provisions
related to IT assets in their DC and commit timeline for completion & successful
commissioning.
• Participant should commit to co-ordinate for time bound implementation &
successful commissioning of telephony gateway (SBI GENERAL INSURANCE’s) at
Participant’s DC & DR.
• To provide/enable access as required to technical support/audit teams
authorized by SBI GENERAL INSURANCE for SBI GENERAL INSURANCE related IT
assets in Participant’s premises.
• Participant(s) should have DR & BCP, Work from Home/remote working plan in
place.
• Ensuring space, power etc. in their DC / DR for SBI GENERAL INSURANCE process
related equipment (network, telephony)
• Participant(s) must comply with SBI GENERAL INSURANCE IS & IT Policy
requirements.
• Enable Agent workstation for call monitoring adhering to SLA (Service level
Agreement)
• Provide the call recording in mp3 format or as specified by SBI GENERAL
INSURANCE.
• Participant(s) will have to maintain all voice records in secure environment at least
for a period of six months or as specified by SBI GENERAL from the date of calling.
Such records should be destroyed after a copy of the same is provided to SBI
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GENERAL INSURANCE and after the receipt of clearance in writing for destruction
of such records from SBI GENERAL INSURANCE.
• File transfer will be through secure ftp & call recording for the previous day will
be transferred to SBI GENERAL INSURANCE daily. Control reports to be provided
to confirm effective monitoring of daily files transferred.
• SBI GENERAL INSURANCE data at Participants environment will comply with SBI
GENERAL INSURANCE IS & IT policy.
• Naming convention and conversion of call recordings will be made available as
per requirement of SBI GENERAL INSURANCE.
• Enable call barge in & conference facility for SBI GENERAL INSURANCE designated
users from SBI GENERAL INSURANCE office.
• Web based access to real time reporting of Participant’s operations floor for
designated users from SBI GENERAL INSURANCE office. This should enable SBI
GENERAL INSURANCE to verify in real time manpower deployed for SBI GENERAL
INSURANCE.
• Single point technical contact for SBI GENERAL INSURANCE IT team to complete
deliverables in a time bound manner.
• Confirm desktop patch management policy & procedures currently in practice.
• Workstations with access to SBI GENERAL INSURANCE applications required for
the process.
• Restrict unauthorized access to SBI GENERAL INSURANCE IT assets and provide
adequate advance notice to SBI GENERAL INSURANCE in case any change at
Participant’s DC that impacts SBI GENERAL INSURANCE.
• Participant should confirm having "ready to serve" (installed MUX/ fiber inside
meet me room with sufficient port) connectivity Infrastructure with minimum 2
MPLS /P2P telecom providers having capacity of 4 MB link from two different MPLS
providers. (Details of existing arrangement to be submitted).
• Participant should have capacity / port in Customer Premise Equipment's (CPE) /
Router to terminate MPLS /P2P links at their premises. Also, this CPE should have
encryption engine to support IPSEC site to site VPN with SBI GENERAL INSURANCE
routers.
• Participant will have to configure NAT/PAT within their own network to avoid
conflict of LAN IP with SBI GENERAL INSURANCE.
• Participant has to provide their own CPE /Router (also aggregator Ethernet port
on Router) from dual link (single location)
• Participant should confirm capability monitoring of supplied link through suitable
NMS for maintaining performance and capacity.
• Participant should confirm having professional NOC for problem management
and ticketing system to meet 99.9 % up-time of link.

Additional alignment on scope related specifics

• Participant will comply with SBI GENERAL INSURANCE’s Information security Policy
& implement controls to satisfy SBI GENERAL INSURANCE Information security
audit on Customer Data & SBI GENERAL INSURANCE information management.
• Participant will satisfy SBI GENERAL INSURANCE Information Security Audit &
implement relevant controls to confirm Data scrubbing with National Consumer
Preference Register (NCPR) of TRAI where applicable. The Participant(s) to deploy
relevant mechanism to ensure the DND scrubbing is done on the database prior
to the calling.
• The calling dispositions recorded in Participant’s CRM should be real time update
to SBI GENERAL INSURANCE through secure webservices.

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• Participant(s) should provide access to their MIS/Reports mechanism and real-

time MIS/Reports to SBI GENERAL INSURANCE for all activities in the form of
reports as per the format and frequency prescribed by SBI GENERAL INSURANCE
for calls made and deposition sent as applicable.
• Participant should enable microphone & speakers on all desktops.
• Participant to integrate for outbound SMS and E-mail, with SBI GENERAL
INSURANCE secure webservices.
• Any upgrade on technology as required to run the applications of SBI GENERAL
INSURANCE over time need to be considered as a part of the overall technical
deployments for the process.

1. SBI GENERAL INSURANCE seeks proposals from vendors who have developed similar
application in the past or have an off-the-shelf product fulfilling most of the requirements
which can be quickly enhanced/ modified, deployed and integrated with our Oracle
Financial application.

2. In order to assist you in developing your response and to define the scope of work,
details of SBI GENERAL INSURANCE’s requirements have been more clearly set out and
defined in the Technical Bid under the Heading “Technical Bid Form” at Annexure G

3. You are requested to provide your response as mentioned in the ‘Documents to be

Submitted’ clause 6. If the responses are conditional in nature or any portion is left
unanswered, SBI GENERAL INSURANCE is entitled to consider the Bidder’s unwillingness to
participate as explained in the RFP and to disqualify the Bidder from further participating
in the RFP.

4. Project is to be delivered in agile mode and modules to be delivered as and when

business sign off is received.

5. The contract would be for a period not exceeding three years from the date of
execution of agreement, subject to periodic review, and may get extended further on the
mutual terms. The Project shall be rolled out immediately from the date of execution of
agreement. SBI General will review the performance of selected vendor periodically and
will take suitable decision about continuation or otherwise.

6. SBI GENERAL INSURANCE is currently in the selection stage of the evaluation process
and would like to evaluate your proposal against other alternatives. SBI GENERAL
INSURANCE shall review the submitted proposals. SBI GENERAL INSURANCE reserves the
right to not accept any late responses and is under no obligation to accept the lowest offer
or indeed any offer: SBI GENERAL INSURANCE is free to conduct the process for a
transaction as it determines fit in its sole discretion (including, without limitation,
terminating further participation in the process by any party, negotiating with any party
and entering into an agreement with respect to a transaction without prior notice to you
or any other person) and any procedures relating to the process or a possible transaction
may be changed at any time without prior notice to you or any other person.

7. The information attached to this letter is purely intended as a guide and SBI GENERAL
INSURANCE does not make any representation or warranty of any kind, expressed or
implied, as to the accuracy, completeness or reasonableness of the information contained
herein or any other written or oral communication transmitted or made available to you.

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5. MINIMUM ELIGIBILITY CRITERIA

The Bidder should submit relevant documentation supporting the minimum eligibility
qualification criteria as per Annexure F. In case of non-compliance with any of the eligibility
criteria mentioned above, the Bidder shall be liable to be disqualified without any notice
and the bids of the Bidder may not be processed further. Any additional / irrelevant
document enclosed with the bid, may lead to disqualification.

6. DOCUMENTS TO BE SUBMITTED
The proposal consists of three parts viz. Bid Terms & Conditions, Technical Bid and
Commercial Bid.

The following three password protected files (different password for each zip file) need
to be submitted by each bidder, as part of RFP response to,
Tenders.Direct@Sbigeneral.in, and each document must be digitally signed. Password
to be shared by bidders only when SBI General will categorically ask for the same.

The entire RFP document along with all the supporting Annexures duly filled in should
be physically signed and stamped and thereafter all scanned documents to be shared on
above mentioned email ID.

Proposal Contents: -

FIRST ZIP FILE - Named as “BID TERMS & CONDITIONS.zip”. It must include following

1. Bid Covering Letter as per Annexure A

2. Bidder Details as per Annexure B
3. Non-disclosure agreement during evaluation process as per Annexure C
4. Compliance Statement as per Annexure D
5. Service Level Agreement – Terms & Conditions as per Annexure E
6. Contract / agreement you propose to be executed at time of award. SBI GENERAL
INSURANCE, however, reserves right to make modifications to the draft as it may
deem necessary and appropriate for completion of the transaction or may write a
new Contract altogether.
7. Certified True Copy of the Charter Documents (MoA, AoA)
8. Certified List of Directors as on date of signing the Bid.
9. Confirmation Letter regarding Micro, Small & Medium Enterprise (MSME),
providing if the entity is registered under MSMED Act 2006.
10. Service Agreement - Annexure N
11. Minimum Eligibility Criteria as per Annexure F

SECOND ZIP FILE - Named as “TECHNICAL BID.zip”. It must include following -

1. Technical Bid Form as per Annexure G

2. Technical Capability as per Annexure H
3. SBI General IT Security guidelines acknowledgement as per Annexure I
4. Service Expectations acknowledgement as per Annexure J
5. Annexure K – Customer Reference

THIRD ZIP FILE - Named as “COMMERCIAL BID.zip”. It must include following -

1. Commercial Bid Form as per Annexure L

2. Bank Guarantee as per Annexure M

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Please refer RFP schedule for the last date for Bid submission.

A bidder could stand disqualified if:

a. The response is received post the last date of submission OR
b. The files are not digitally signed OR
c. The files are not password protected OR
d. Response is sent in fewer than three files as prescribed OR
e. The password for two or all zip files is the same OR
f. The password is shared before SBIG asks for it categorically.
No password should be shared while submitting the Bid, if any bidder shares
the password, his bid will be outrightly rejected and Bidder will not be part of
further evaluation process. The password to be shared only when SBI General
asks for it categorically.

7. RFP SCHEDULE
1 Date of issue of RFP 23/03/2021
2 RFP Number SBIGENERAL/Renewals, CLM &
Direct/2020-21/RFP-02
3 Last date and time for receipt of written 29/03/2021, 3:00 PM
queries for clarification from bidders
4 Pre-Bid Meetings NA
5 Last Date for Bid Submission 02/04/2021
6 Date and Time of Technical Bid Opening 06/04/2021, 3:00 PM
7 Place of opening of Bids SBI General Insurance Company Limited
Address
4th Floor, Lotus Park, Road No 16, Plot
No B 18, 19, Wagle Industrial Estate-
Thane West, Maharashtra – 400604

Representatives of Bidder should be

8 Address for communication
present during opening of Technical Bid.
However Technical Bids would be
opened even in the absence of any or all
the bidder’s representatives.
Email ID: Tenders.Direct@Sbigeneral.in
Address for the communication:
SBI General Insurance Company Limited
4th Floor, Lotus Park, Road No 16, Plot
No B 18, 19, Wagle Industrial Estate-
Thane West, Maharashtra – 400604

9 Demonstration of Capabilities described Date to be declared at later stage.

in the proposal & Technical Presentations Individual Bidders will be separately
by Bidders informed about the time slot allotted.
10 Date of Commercial Bid Opening Date to be declared at later stage.
11 RFP Result To be communicated post necessary
approvals

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8. INQUIRIES AND QUESTIONS

Inquiries and questions regarding the proposal document, response format/content or
the terms and conditions shall be submitted via e-mail to Tenders.Direct@Sbigeneral.in
by 29/03/2021; 3:00 PM. All responses from SBI GENERAL INSURANCE to all inquiries
shall be sent via email by 01/04/2021; 3:00 PM.

9. BID – TERMS & CONDITIONS

1. All the proposals / declarations / assertions made by Bidder should be on their letter
head.

2. Bidders are not permitted to submit more than one bid. The cost of bidding and
submission of the bids is entirely the responsibility of the bidders, regardless of
the conduct or outcome of the bidding process.

3. The bids not submitted in the prescribed format or incomplete or after due date in
any sense are liable to be rejected. SBI GENERAL INSURANCE reserves the right to
accept or reject any bids without assigning any reason and SBI GENERAL
INSURANCE’s decision in this regard will be treated as final.

4. Bids shall remain valid for a period of 6 months (180 days) after the date of bid
opening or as may be extended from time to time. SBI GENERAL INSURANCE holds
the right to reject a bid valid for a period shorter than 180 days as non-responsive,
without any correspondence.

5. The bids shall be submitted in English language only.

6. All prices shall be expressed in Indian Rupees only. Any component of overseas
supplier shall be converted into INR for the entire period of contract proposed.

7. SBI GENERAL INSURANCE reserves right to make modifications to the draft of

contract/agreement copy submitted, as it may deem necessary and appropriate for
completion of the transaction or may right a new Contract altogether.

8. Bids once submitted will be treated, as final and no further correspondence will be
entertained on this. No bid will be modified after the deadline for submission of
bids.

9. Contacting SBI GENERAL INSURANCE - From the time of bid opening to the time of
Contract award, if any Bidder wishes to contact SBI GENERAL INSURANCE for
seeking any clarification in any matter related to the bid, they should do so in
writing by seeking such clarification/s from email Tenders.Direct@Sbigeneral.in.
Any attempt to contact SBI GENERAL INSURANCE with a view to canvas for a bid or
put any pressure on any official of SBI GENERAL INSURANCE may entail
disqualification of the concerned Bidder or its bid.

10. Prices and other terms offered by bidders must be firm for an acceptance period
of 180 days from date of closure of this RFP.
11. In exceptional circumstances SBI GENERAL INSURANCE may solicit the bidders’
consent to an extension of the period of validity. The request and response thereto
shall be made in writing.
12. SBI GENERAL INSURANCE, however, reserves the right to call for fresh quotes at
any time during the period, if considered necessary.

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10. EVALUATION PROCESS AND CRITERIA

The objective of the evaluation process is to evaluate the bids received to select the best
fit solution at a competitive price based on technical and commercial parameters. The
evaluation will be undertaken by a Committee formed for the purpose by SBI GENERAL
INSURANCE. The decision of SBI GENERAL INSURANCE regarding the evaluation and
selection of the Bidder would be final.

For the purpose of the evaluation and selection of Bidder, a three-stage evaluation process
will be followed. First, the Bidder must comply with the “Minimum Eligibility Criteria” as
detailed earlier in the RFP, to qualify and participate in the Technical Bid evaluation
process. Those bidders who qualify the “Minimum Eligibility Criteria” will only be eligible
to participate in the ‘the Technical Bid’ and ‘the Commercial Bid’ process.

The Technical Bid shall NOT contain any pricing or commercial information at all and if
the Technical Bid contains any price related information, then that Technical Bid would be
disqualified and would NOT be processed further subject to SBI General Insurance’s
decision.

The selection process consists of the following three considerations:

1. Minimum Eligibility Criteria (Pre-Qualification)

2. Technical Bid Evaluation
3. Commercial Bid Evaluation (includes Techno-Commercial Ranking)

Once Bidder is eligible for as per Minimum Eligibility Criteria he needs to qualify for
Technical & Commercial Evaluation which will have 70% & 30% weightage respectively.
Technical Evaluation
To ensure the minimum quality benchmark, vendors will be rated based on evaluation
criteria. The minimum cutoff to reach to the next stage of commercial evaluation will be
kept at 60%.

Parameter
1 Quality Certifications
2 Employee Ratio Details
3 Call Center Capability
Details
1. ISO 9001
2. ISO 27001
3. Any other certification/recognition
1. Manager to Supervisor
2. Supervisor to Call Centre Executive
3. Quality Assurance to Call Centre Executive
4. Verifier to Call Centre Executive
5. Trainer to Call Centre Executive
6. MIS Executive to Call Centre Executive
7. Trainer to Call Centre Executive
8. IT Support Hardware / Telecom to Call Centre
Executive
9. Data administrator per location
1. Total number of functional facilities
2. Installed capacity at each location
3. Total installed capacity across functional facilities
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SBIGENERAL/Renewals, CLM & Direct/2020-21/RFP-02

4. Capacity utilized for outbound calling

4 Qualification & Count of
Callers
5 Vintage Caller
6 Participant CRM, Dialer &
Connectivity details.
7 BCP
8 Lead Time required to go
live for outbound calling
12 Information Security
13 Site visit & Reference
check
14 Technical Presentation
by Bidder
5. Capacity utilized for back office processing activities
6. Call volumes handled per month
Qualification & Count-
1. 10+2 Standard
2. 10+2 Standard to Graduate
3. Graduate & Above
Count should be mentioned -
1. Less than 3 months
2. Between 3 to 6 months
3. Between 6 to 12 months
4. Between 1 to 2 years
5. Above 2 years
Furnish all details/features of CRM, Dialer and leased line
to be furnished (Separate document to be attached
relevant to SBI General Insurance scope)
Furnish all details on BCP, Work from Home/remote
working plan
In Weeks
Furnish details related to information security guidelines
as per Annexure I
Furnish reference check details as per Annexure K
Bidder to do presentation on technical capabilities and
services of Contact Center.

Financial Evaluation

Bidders qualifying in Technical Evaluation will become eligible for Commercial Evaluation.
The Bidder is expected to provide the commercials for the requirement in the format
mentioned in Annexure L only. The total price/cost quoted in Annexure L will be
considered for arriving at L1 to Ln.

The respective Technical and Commercial Scores will be converted into percentile basis to
arrive at T1 and L1. After combining the scores of T1 and L1 a TC1 vendor will be arrived
at.

SBI General Insurance reserves the right to call off the bid at any point of time without
giving any justification or reasoning. SBI General Insurance also reserves the right to
change the format of commercial bid and request a rebid for commercials based on the
outcome of technical evaluation.

SBI GENERAL INSURANCE may call for any clarifications / additional required, if any, on the
minimum eligibility criteria / technical / commercial bids submitted. The Bidder has to
submit the clarifications / additional particulars in writing within 2 working days. The
Bidder’s offer may be disqualified, if the clarifications / additional particulars sought are
not submitted within the specified date and time.

Commercial bid valuation shall be considered as below in case of any kind of discrepancy:
 If there is a discrepancy between words and figures, the amount in words shall
prevail,

 If there is a discrepancy in the total, the correct total shall be arrived at by SBI
GENERAL INSURANCE.
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In case the Bidder does not accept the correction of the errors as stated above, the bid
shall be rejected.

11. CONTRACT AWARD AND EXECUTION

1. SBI GENERAL INSURANCE reserves the right to make an award without further
discussion of the proposal submitted. Therefore, the proposal should be initially
submitted on the most favorable terms the bidders can offer. It is understood that the
proposal will become a part of the official file on this matter without obligation to SBI
GENERAL INSURANCE.
2. The general conditions and specifications of the RFP and the successful Bidder’s
response, as amended by agreement between SBI GENERAL INSURANCE and the
Bidder, will become part of the contract documents. Additionally, SBI GENERAL
INSURANCE will verify Bidder representations that appear in the proposal. Failure of
the Bidder to meet the mandatory requirements or criteria may result in elimination of
the Bidder from competition or in contract cancellation or termination.

3. Failure of the successful Bidder to comply with the above requirement, shall constitute
sufficient grounds, among others, if any, for the annulment of the award of the
contract.

4. The Bidder selected as the apparently successful Bidder will be expected to enter into
a contract with SBI GENERAL INSURANCE. If the selected Bidder fails to sign and return
the contract within fifteen (15) business days of delivery of the final contract, SBI
GENERAL INSURANCE may elect to cancel the award and award the contract to the
next-highest-ranked Bidder.
5. No cost chargeable to the proposed contract may be incurred before the Bidder has
received a fully executed contract.

6. SBI GENERAL INSURANCE may give additional weightage to those bidders who would
be accepting our standard MSA.

12. LIQUIDATED DAMAGES

The implementation of services will be as per the schedule of Service Level Agreement
mentioned in this RFP; failure to do so will attract penalties. If, at any time during the
performance of the contract, the vendor should encounter conditions impeding timely
execution of services in accordance with the timelines specified in the contract, the vendor
shall promptly notify SBI General in writing of the fact of the delay, its likely duration and
cause(s). After receipt of the vendor’s notice and without prejudice to any other rights of
SBI General under RFP and definitive documents, SBI General shall have a right to impose
liquidated damages in accordance with the terms of the contract. Provided however that,
SBI General may, at its discretion, extend the vendor’s time for performance, with or
without imposition of liquidated damages.
If the penalties are beyond 20% of the total contract value, then SBI General may rescind
the contract and shall be free to get balance work executed from some other source at the
risk and costs of the vendor.

13. FORCE MAJEURE

The Bidder or SBI GENERAL INSURANCE shall not be responsible for delays or non-
performance of any or all contractual obligations, caused by war, revolution, insurrection,
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SBIGENERAL/Renewals, CLM & Direct/2020-21/RFP-02

civil commotion, riots, mobilizations, strikes, blockade, acts of God, Plague or other
epidemics, fire, flood, obstructions of navigation by ice of Port of dispatch, acts of
government or public enemy or any other event beyond the control of either party, which
directly, materially and adversely affect the performance of any or all such contractual
obligations.

If a Force Majeure situation arises, the Bidder shall promptly notify SBI GENERAL
INSURANCE in writing of such conditions and any change thereof. Unless otherwise
directed by SBI GENERAL INSURANCE in writing, the Bidder shall continue to perform his
obligations under the contract as far as possible and shall seek all means for performance
of all other obligations, not prevented by the Force Majeure event.

The Bidder acknowledges that they are aware of matters and events arising out of, or
relating to, the COVID -19 pandemic, as are in public domain until the date of this
Agreement, and that such events, the logical or foreseeable consequences thereof, and
other reasonably incidental and ancillary events, do not constitute Force Majeure events
for the purposes of this Agreement.

14. ARBITRATION
In the event of any dispute or differences between the parties relating to the “Contract
or LOI (Letter of Invitation) whichever is issued later” the same shall be referred to
arbitration by a Sole Arbitrator, to be conducted in accordance with the Arbitration and
Conciliation Act, 1996, Language of Arbitration shall be English, and the venue and seat
of arbitration shall be at Mumbai, India.
In the event of failure to resolve the differences through arbitration, either of the parties
shall be free to undertake necessary further legal course with the Courts of Law in
Mumbai who shall have jurisdiction for preventive, interlocutory and other incidental
relief applied for by any party under or in relation to Agreement.

15. LIMITATION OF LIABILITY

Neither party shall, in any event, regardless of the form of claim, be liable for any indirect.
Special, punitive, exemplary, speculative or consequential damages, including, but not
limited to any loss of data, business interruption, and loss of income or profits,
irrespective of whether it had an advance notice of the possibility of any such damages.
Subject to the above and notwithstanding anything to the contrary elsewhere contained
herein, the maximum liability, of selected Bidder (vendor) and purchaser (SBI GENERAL
INSURANCE) shall be, regardless of the form of claim, restricted to the total of bill of
material received by vendor from SBI GENERAL INSURANCE for the event that gave rise to
such liability, as of the date such liability arose, during contract period. The Limitation of
Liability, however, will not be applicable to loss or claims suffered by aggrieved Party
arising out of fraud, misrepresentation or breach of Confidentiality obligations
perpetrated by the other Party and, in such cases, the claim shall be equivalent to actual
loss suffered or as may be quantified/imposed or ascertained by a competent Authority
(Statutory or Judicial).

16. TERMINATION
If the contract is terminated as per the termination clause mentioned in this RFP, contract
duly signed between SBI General and the selected bidder, the selected bidder/ Vendor
should hand over all documents / executables / SBI General’s data/ resources or any other
relevant information/documents/property to SBI General in timely manner and in proper
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SBIGENERAL/Renewals, CLM & Direct/2020-21/RFP-02

format as per scope of this RFP and should also support the orderly transition to another
Vendor or to SBI General.

The vendor should also support SBI General on technical queries / support on process
implementation or in case of software provision for future upgrades.
SBI General’s right to terminate a contract will be in addition to the penalties mentioned
in the SLA/Contract.

i. Termination for Default: SBI General may, without prejudice to any other
remedy for breach of contract, by written notice of default sent to the
Vendor, terminate the contract in whole or part: if the Vendor fails to
deliver any or all of the systems within the period(s) specified in the
Contract, or within any extension thereof granted by SBI General
pursuant to conditions of contract or if the Vendor fails to perform any
other obligation(s) under the Contract.
ii. Force Majeure: Any failure or delay by vendor or SBI General in
performance of its obligation, to the extent due to any failure or delay
caused by fire, flood, earthquake or similar elements of nature, or acts
of God, war, terrorism, riots, civil disorders, rebellions or revolutions,
acts of government authorities or other events beyond the reasonable
control of non-performing Party, it will not be considered as a default. If
Force Majeure situation arises the Vendor shall promptly notify SBI
General in writing of such conditions and the cause thereof. Unless
otherwise agreed by SBI General in writing, the Vendor shall continue to
perform its obligations under the contract as far as is reasonably
practical and shall seek all reasonable alternative means for performance
not prevented by the Force Majeure event.
iii. Termination for Insolvency: SBI General may at any time terminate the
Contract by giving written notice to the vendor, if the vendor becomes
bankrupt or otherwise insolvent. In this event termination will be without
compensation to the vendor, provided that such termination will not
prejudice or affect any right of action or remedy, which has occurred or
will accrue thereafter to SBI General.
iv. SBI General may at any time, terminate the Contract, by giving the Vendor
prior written notice of at least six (6) months. SBI General may do so
freely, without assigning any reason for such termination, or incurring
any liability in regard to the pending term of the Contract so terminated.
The Vendor will not have a corresponding right to terminate the Contract
for convenience.

17. OTHER TERMS AND CONDITIONS

1. The successful Bidder and SBI GENERAL INSURANCE will have to bear their respective
legal charges at the time of signing Agreement(s).
2. Bidder should be willing to accept payment through Electronic Payment System (RTGS
or NEFT).
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SBIGENERAL/Renewals, CLM & Direct/2020-21/RFP-02

3. SBI GENERAL INSURANCE reserves the right to accept or reject any bid or scrap the
RFP/Tender without assigning any reason thereof and SBI GENERAL INSURANCE’s
decision in this regard will be treated as final.
4. Ownership of this RFP: The content of this RFP is a copyright material of SBI GENERAL
INSURANCE. No part or material of this RFP document should be published in paper
or electronic media without prior written permission from SBI GENERAL INSURANCE.
5. Neither the contract nor any rights granted under the contract may be sold, leased,
assigned, or otherwise transferred, in whole or in part, by the Bidder without advance
written consent of SBI GENERAL INSURANCE and any such purchase, leave & license
agreement, assignment or transfer otherwise made by the Bidder shall be void and of
no effect.

6. More weightage shall be given to vendor who will agree to go with the MSA on the
terms mentioned by SBI General.

18. CONFIDENTIALITY
1. The Bidder shall treat all documents, information, data and communication of and with
SBI GENERAL INSURANCE as privileged and confidential and shall be bound by the
terms and conditions of the Non-Disclosure Agreement, if applicable.
2. The Bidder shall not, without SBI GENERAL INSURANCE's prior written consent, disclose
the Contract, or any provision thereof, or any specification, plan, sample or
information or data or drawings / designs furnished by or on behalf of SBI GENERAL
INSURANCE in connection therewith, to any person other than a person employed by
the Bidder in the performance of the Contract. Disclosure to any such employed
person shall be made in utmost confidence and shall extend only so far as may be
necessary and relevant for purpose of such performance and shall be subject to the
terms and conditions of the Non-Disclosure Agreement (if applicable)
3. The Bidder shall not, without SBI GENERAL INSURANCE's prior written consent, make
use of any document, data or information etc., enumerated in this Bid Documents save
and except for due performance and observance of the Contract
4. Any document, other than the Contract itself, enumerated in this Bid Documents shall
remain the property of SBI GENERAL INSURANCE and shall be returned (in all copies)
to SBI GENERAL INSURANCE on completion of the Bidder’s performance under and in
accordance with the Contract, if so required by SBI GENERAL INSURANCE.

19. OWNERSHIP OF DOCUMENTS AND DATA

1. SBI GENERAL INSURANCE shall own the documents, prepared by or for the Bidder
arising out of or in connection with this Contract.
2. Forthwith upon expiry or earlier termination of this Contract and at any other time on
demand by SBI GENERAL INSURANCE, the Bidder shall deliver to SBI GENERAL
INSURANCE all documents provided by or originating from SBI GENERAL INSURANCE
and all documents produced by or from or for the Bidder in the course of performing
the Services, unless otherwise directed in writing by SBI GENERAL INSURANCE at no
additional cost
3. The Bidder shall not, without the prior written consent of SBI GENERAL INSURANCE,
store, copy, distribute or retain any such document

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SBIGENERAL/Renewals, CLM & Direct/2020-21/RFP-02

20. ANTI-BRIBERY
The bidder shall not commit, authorize or permit any action in connection with the
negotiations conclusion or the performance of this RFP which would cause SBI General and
or its affiliates to be in violation of any applicable anti-corruption or anti bribery laws or
regulations in India. This obligation applies, in particular to illegitimate payments
including facilitation payments to government official’s representative of public
authorities or their associate’s families or close friends. Bidder shall not either give or
agree to give to any employee of SBI General or representative or third party acting on
behalf of SBI General/employees of SBI General any undue gift or benefits, be it monetary
or other with regard to the negotiation, conclusion or the performance of this RFP or Bid.

21. BUSINESS CONTINUITY PLAN

Bidder shall agree that it shall help support and co-operates with SBI General to establish
and maintain a contingency plan including plan for disaster recovery. The Bidder shall
provide required help, support and uninterrupted services as a business continuity plan
to avoid any loss and smooth working for SBI General.

22. PENALTY
In the event of breach of Contract/SOW or for not meeting the SLA as agreed with SBI
General, SBI General shall have the discretion to suitably penalize the bidder, depending
on the gravity of breach of Contract/SOW or failure in achieving the agreed SLA. The Bidder
shall be liable for liquidated damages to SBI General. The Bidder shall strictly abide by the
Quality standards set by the SBI General. In event of shortfall in the quality standards SBI
General shall have the discretion to penalize the bidder, which may also amount to
termination of the Contract. The Bidder also agrees for penalty that SBI General may
impose in the event the SLA which includes but not limited to time frame specified by SBI
General, service target and service quality agreed is not complied or maintained due to
which loss is suffered by SBI General.

23. PERFORMANCE BANK GUARANTEE

The selected Bidder would be required to submit a performance Bank Guarantee of a
Nationalized Bank to SBI General for an amount equivalent to 10% of Contract Value
covering entire period of contract within 90 days of sign-off of contract. Bank guarantee
will be valid for the period of contract executed with the selected bidder and should be
renewed by the selected bidder in a timely manner for the due performance of the project
obligations.
The bank guarantee should be issued by any Nationalized Bank, other than SBI. A format
for BG is attached as per Annexure M.
The Performance Bank Guarantee is required to protect the interest of Company/SBI
General against the risk of non-performance of the successful bidder in respect of
successful implementation of the project which may warrant the invoking of Bank
Guarantee (BG), also if any act of the supplier results in imposition of Liquidated Damages
then SBI General reserves the right to invoke the submitted Performance Bank Guarantee.

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