National Pension and Provident Fund€¦ · Towards extending the defined contribution provident...

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National Pension and Provident Fund

Head Office Chubachu, Thimphu, Bhutan,

Post Box. 1046

Request For Proposal (RFP) for

Selection of Application Solution Provider for Integrated Solution

Procuring Agency: National Pension and Provident Fund (NPPF), Thimphu, Bhutan.

Last date for Submission of Bid – 31/01/2019

RFP No.: NPPF/HO/ICT/2018-19/RFP/5424 Date: 01/01/2019


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Disclaimer

The information contained in this RFP document or any information provided subsequently to bidder(s)

whether verbally or in documentary form by or on behalf of NPPF is provided to bidder(s) on the terms and

conditions set out in this RFP document. This RFP is neither an agreement nor an offer and is only an

invitation by NPPF to the interested parties for submission of bids. The purpose of this RFP is to provide

bidder(s) with information to assist the formulation of proposals of bidder(s). While effort has been made

to include all information and requirements of NPPF with respect to the solution requested, this RFP does

not claim to include all the information each bidder may require. Each bidder shall conduct its own

investigation and analysis and shall verify the accuracy, reliability and completeness of the information in

this RFP and obtain independent advice, wherever necessary. NPPF makes no representation or warranty

and shall incur no liability under any law, statute, rules or regulations as to the accuracy, reliability or

completeness of this RFP. NPPF may in its absolute discretion, but without being under any obligation to do

so, update, amend or supplement the information in this RFP.


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Abbreviations

Acronym Full Form

NPPF National Pension and Provident Fund

BG Bank Guarantee

DD Demand Draft

EMD Earnest Money Deposit

RFP Request for Proposal

ICT Information & Communication Technology

RGoB Royal Government of Bhutan

DC Data Center

DR Disaster Recovery

WAN Wide Area Network

NOC Network Operations Center

LAN Local Area Network

SAN Storage Area Network

OS Operating Systems

SOP Standard Operating Procedure

SLA Service Level Agreement

ARA At Risk Amount

PBG Performance Bank Guarantee

TB Technical Bid

CB Financial Bid

LOI Letter of Invitation

PO Purchase Order

OEM Original Equipment Manufacturer

IMAC Install, Move, Add and Change

NDA Non-Disclosure Agreement

EMS Enterprise Management Solution

BTN Bhutanese Ngultrum

DMS Document management System

PSU Public Sector Unit

PSE Public Sector Enterprise

STP Straight through processing


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Contents

1. Introduction .......................................................................................................................................... 7

1.1 Request for Proposal (RFP) .......................................................................................................... 8

2. Background ......................................................................................................................................... 10

2.1 Organizational Structure of NPPF .............................................................................................. 11

2.2 Process Flow for Core Divisions ................................................................................................. 12

2.3 Process flow for Non-Core Divisions ......................................................................................... 20

2.4 Present Application Landscape of NPPF .................................................................................... 23

2.5 Business Volumes ....................................................................................................................... 30

3. Eligibility Criteria ................................................................................................................................ 31

4. Scope of Work .................................................................................................................................... 33

4.1 Perform BPR ............................................................................................................................... 33

4.2 Supply of application licence ..................................................................................................... 33

4.3 Deploy, customize & implement Integrated Solution .............................................................. 34

4.4 Facility Management.................................................................................................................. 50

4.5 Provide Support Services ........................................................................................................... 52

4.6 Provide hardware infrastructure & network requirement for the solution. ........................... 56

4.7 Data Migration ........................................................................................................................... 57

4.8 Activities to be performed by the bidder .................................................................................. 58

5. Project timelines ................................................................................................................................ 62

5.1 Deliverables ................................................................................................................................ 64

6. Evaluation process ............................................................................................................................. 66

6.1 Objective of evaluation process ................................................................................................ 66

6.2 Normalization of bids ................................................................................................................. 66

6.3 Technical Evaluation Process ..................................................................................................... 66

6.4 Financial evaluation ................................................................................................................... 70

6.5 Evaluation Mechanism ............................................................................................................... 71

7. Service Levels ..................................................................................................................................... 73

7.1 Service Level Agreement (SLA) and Targets .............................................................................. 73

7.2 Service Level Targets (Post Stabilization Phase) ....................................................................... 73

7.3 Service Level Measurement ....................................................................................................... 73

7.4 Penalty Cap ................................................................................................................................. 74

7.5 Service Level Penalties ............................................................................................................... 74


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7.6 Exceptions .................................................................................................................................. 74

8. Instructions to the Bidder(s) .............................................................................................................. 75

8.1 Submission of Bids ..................................................................................................................... 75

8.2 Submission of Technical Bid....................................................................................................... 76

8.3 Submission of Financial Proposal: ............................................................................................. 77

8.4 Non-Transferable Tender ........................................................................................................... 77

8.5 Erasures or Alterations .............................................................................................................. 77

8.6 Cost of Bidding ........................................................................................................................... 77

8.7 Clarification of RFP ..................................................................................................................... 77

8.8 Pre-Bid Meeting ......................................................................................................................... 78

8.9 Amendment in RFP .................................................................................................................... 78

8.10 Language of the Bid .................................................................................................................... 78

8.11 Bid Validity ................................................................................................................................. 78

8.12 Cost of RFP Document ................................................................................................................ 78

8.13 Bid Security – Earnest Money Deposit ...................................................................................... 79

8.14 Performance Security ................................................................................................................. 79

8.15 Deadline for Submission of Bid .................................................................................................. 80

8.16 Late Bid ....................................................................................................................................... 80

8.17 Replacement & Withdrawal of Bid ............................................................................................ 80

8.18 Bid Opening ................................................................................................................................ 81

8.19 Preliminary Examination ............................................................................................................ 81

8.20 Exit Management ....................................................................................................................... 82

8.21 Assignment ................................................................................................................................. 84

8.22 Sub-Contracting .......................................................................................................................... 84

8.23 Duration of the Project .............................................................................................................. 84

8.24 Liquidated Damages & Penalties & Termination on Default .................................................... 84

8.25 Limitation of Liability ................................................................................................................. 84

8.26 Indemnity ................................................................................................................................... 84

8.27 Force Majeure: ........................................................................................................................... 85

8.28 Bidder’s Integrity ........................................................................................................................ 85

8.29 Bidder’s Obligations ................................................................................................................... 85

8.30 Use of Contract Documents and Information ........................................................................... 85

8.31 Termination for Convenience .................................................................................................... 86


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8.32 Effect of Termination ................................................................................................................. 86

8.33 Renewal of Contract ................................................................................................................... 86

8.34 Addition or Deletion of Qualified Offerings (Change Management) ....................................... 86

8.35 Payment Terms .......................................................................................................................... 87

9. Annexures ........................................................................................................................................... 90

9.1 Functional & Technical Specifications ....................................................................................... 90

9.2 Bid Form ..................................................................................................................................... 91

9.3 Bidder’s Information .................................................................................................................. 92

9.4 Confirmation to Eligibility Criteria ............................................................................................. 94

9.5 Letter of Confirmation ............................................................................................................... 97

9.6 Letter of Conformity to hardcopy .............................................................................................. 98

9.7 Manufacturer’s Authorization Form ......................................................................................... 99

9.8 Pre-Bid Query Format .............................................................................................................. 100

9.9 Minimum On-Site Deployment Level ...................................................................................... 101

9.10 Proposed Team Profile: ............................................................................................................ 103

9.11 Financial Bill of Material .......................................................................................................... 106

9.12 Service Level Agreement .......................................................................................................... 107

9.13 Reports ..................................................................................................................................... 113

9.14 Format for Performance Bank Guarantee ............................................................................... 114

9.15 Integrity Pact Statement .......................................................................................................... 116

9.16 Contract between NPPF and Application Solution Provider .................................................. 120

9.17 Proposed Consortium Details .................................................................................................. 137

9.18 Staffing Schedule ...................................................................................................................... 138

9.19 Work Schedule ......................................................................................................................... 139

9.20 Proposed Team Composition and Task Assigned ................................................................... 140


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1. Introduction

The National Pension and Provident Fund (NPPF) of Bhutan was established in 2000 under the Government Executive Order as an autonomous organization responsible for the management and administration of the old age retirement plans of the Civil and Armed Forces in Bhutan.

NPPF currently runs a two-tier retirement benefit scheme for Civil and Armed Force separately. The two tiers of the plan are described below:

● Tier 1: Pension Plan to provide monthly income to members post retirement; ● Tier 2: Provident Fund Plan to provide lump sum payments of accumulated balances upon

retirement.

The primary functions of NPPF are enlisted below:

1 Registration of eligible employers/government agencies 2 Registration of eligible members/employees 3 Record-keeping and updation of contributions 4 Delivery of benefits to eligible beneficiaries 5 Investment of surplus funds 6 Default management

The major benefits provided by the NPPF are as follows:

Retirement Pension;

Provident Fund;

Spousal benefit;

Children benefit;

Disability benefit; and

Dependent parents benefit.

Apart from managing contributions of provident fund and pension, NPPF also extends credit facilities to its members and make appropriate investments where returns are ascertained. Member loans constitute an important part of NPPF’s investment portfolio. The various categories of loan schemes under NPPF’s product lines are enumerated below:

Housing Loan;

Member Home Loan;

Education Loan;

Student Loan; and

Member Loan.

Towards extending the defined contribution provident fund to rest of the sector, NPPF plans to provide the provident fund scheme to the rest of the work force through adoption of appropriate policy document and legislation.

This RFP seeks to select an Application Solution Provider which has the capability and exposure in the field of assisting NPPF for managing Integrated Solution and other solutions as well as managing NPPF’s IT support services.

This tender is meant for the exclusive purpose of bidding as per the terms and conditions and scope of work specified in this document. It shall not be transferred, reproduced or otherwise used for purposes other than for which it is specifically stipulated.


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1.1 Request for Proposal (RFP)

NPPF intends to engage an Application Solution Provider for the scope defined in this tender document for Integrated Solution and services.

RFP related details are as mentioned below:

Particulars Details Information

RFP Reference number NPPF/HO/ICT/2018-19/RFP/5424

Fee for RFP document is BTN 10,000.00(ten thousand only) which is non-refundable or equivalent value in country of origin (inclusive of all bank charges in Bhutan, if any).

Fee for RFP document shall be in the form of demand draft or cash warrant or electronic fund transfer (electronic fund transfer is only for international Bidder).

Earnest Money Deposit of BTN 1,000,000/-(one million) or equivalent value in country of origin (inclusive of all bank charges in Bhutan, if any).

Earnest Money Deposit shall be in the form of demand draft or cash warrant or electronic fund transfer (electronic fund transfer is only for international Bidder).

Availability of RFP document at the website of NPPF.

01 January, 2019 http://www.nppf.org.bt

Last date of submitting pre-bid queries.

Date, time and venue for pre-bid meeting.

Last date, time and place for receipts of offers.

31st January, 2019, 14:00 PM National Pension and Provident Fund, Chubachu, Thimphu Bhutan, Post Box-1046

Date and time for opening of technical bid. 31st January, 2019, 15:00 PM National Pension and Provident Fund, Chubachu, Thimphu Bhutan, Post Box-1046

Date and time for opening financial bid. Will be intimated to the technically qualified bidder(s).

Address for communication. Chief Executive Officer National Pension and Provident Fund Head Office Chubachu, Thimphu, Bhutan PO Box No. 1046

Contact numbers. Mr. Kinzang Wangdi, Chief, ICT Division

Telephone: +975-77104682,

Mobile: +975-17557354/77105685

Email ID [email protected] [email protected]

Website http://nppf.org.bt

http://www.nppf.org.bt/

mailto:[email protected]


http://nppf.org.bt/


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The above dates are likely to remain unchanged. However, Bidder(s) shall check website www.nppf.org.bt for any changes/addendums to the above dates and/or any other changes to this RFP. Bidder(s) shall confirm with NPPF the venue, date & time one day prior to any of the above scheduled event.

For the international licence holder, the tender fees shall be in BTN or Rupees or US dollar and shall be in the form of an electronic fund transfer at NPPF expense account No. 100909374, maintained with Bank of Bhutan Limited, Swift code: BHUBBTBT, Thimphu, Bhutan (evidence of the transfer shall be enclosed in the proposal).


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2. Background

NPPF is responsible for management and administration of pension and provident fund plans of the Civil and Armed Forces in Bhutan. It also manages the investment of fund like any other fund manager. Its vision is “to be a leading security organization in the country”. At the moment, NPPF provides a two-tier retirement benefit scheme which comprises of Tier 1: Pension plan to provide monthly income to members post retirement and Tier 2: Provident Fund plan to provide lump sum payments of accumulated balances upon retirement from service.

NPPF has a strong presence in Bhutan having 4 branches, and having active member base 55, 102(as on 30th June 2018). NPPF has a sound financial background of total business of over BTN. 32,517.99 Million (as on 30th June 2018) and profit earning since inception.

NPPF is one of the pioneers in using information technology for its internal office automation and to facilitate easy management of various processes involved in management of Pension and Provident Fund, Bhutan. It has used computer system since its inception in 2000 in management of the Pension and Provident Fund, investment, loan, rental collection and financial management. Lately, NPPF has also embraced web technology by hosting e-services (online facilities) whereby making information available to all members.

Since different services were introduced at different point of time, the systems were managed standalone or partially integrated. Over the period of time, so many systems were developed to manage many different services. NPPF today faces the challenges of managing the different systems. In this scenario, NPPF initiated this project with the objective of implementing an integrated system which will aid in seamless interaction and communication between the member agency and existing systems.

NPPF with its Head Office at Chubachu, Thimphu, PO Box No. 1046, Bhutan, is inviting quotations from prospective Bidder(s) through the process of open tendering to participate in the competitive bidding for selection of Application Solution Provider for Integrated Solution along with facility management services in NPPF.

This document is meant for the exclusive purpose of bidding as per the terms, conditions and specifications specified and shall not be transferred, reproduced or otherwise used for purpose other than for which it is specifically stipulated.

The following section gives an overview on the present organizational setup, process flow and applications in brief.


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2.1 Organizational Structure of NPPF

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2.2 Process Flow for Core Divisions

2.2.1. Pension and Provident Fund Division (PPFD)

The PPFD is the core business operating under the Operations Department. The core businesses are:

i. Registration and recording of member information; ii. Collection of contribution;

iii. Payment of benefit in terms of PF refund and pension benefits to the pensioners and other beneficiaries; and

iv. Assessment of actuarial services.

The Division manages pension and provident fund for armed forces and civil using different applications. The armed forces and civil members have different benefit formulae and contribution rates for pension and provident fund contribution.

Acceptance of Member Contribution

Each member's contribution is deducted at source and deposited by the agency/ organization where a member is employed;

Enrollment of new members into NPPF system is undertaken after confirmation of appointment order by the agency. However, this system is not fully functional due to time lag and non-compliance by the members and agencies. Therefore, enrolment is also taken after the first contribution is received by NPPF. Post receipt of member’s contribution, NPPF follows up with the agency concerned to share the enrollment form along with the supporting documents. Once the enrollment documents are received, NPPF updates the details of the new member in the personal information system and assign a NPPF account number;

The PPFD receives copy of invoice along with the details of members and their contributions from the agencies/ organizations;

The copy of invoices sent by the bank are verified with the bank statements;

Post verification, entries are posted into existing Ascend Banking Solution (ABS) and authorized thereafter. Once the entries are posted, information is pushed into NPPF system, wherein the total contribution is segregated into different categories viz. Member Contribution, Employer's Contribution and Pension of each member account;

Interest is calculated separately on Employer Contribution and Member Contribution. After the entries are posted, the balance is transferred to member's NPPF A/c in the system; and

For the purpose of record keeping, the PPFD maintains excel records for each of the agency, wherein the details of total monthly contribution of the agency is recorded.

Payment on account of Provident Fund & Pension Refund:

Payment of provident fund is made in lump sum to the member upon retirement. Pension is refunded in lump sum only if the member has opted for the same as per the Pension and Provident Fund Rules and Regulations in vogue;

On attaining the age of superannuation, the agency shall submit all required documents for processing the refund of provident fund and pension payments;

The PPFD cross-verifies the documents and archived in electronic form;


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Separate refund sheets are prepared each for pension refunds and provident fund refunds;

Post approval from the Chief, PPFD, and the sheets are sent to the Finance & Accounts Division (FAD). The FAD makes entries into the existing ABS and prepare the cheques; and

The cheques are handed over to Customer Care Division (CCD) for final dispatch to the members / agencies.

Payment of Monthly Pension:

The Division evaluates the prospects of the member to check if the member is entitled to receive monthly pension after the Division receives the required documents specified from time to time;

The monthly pension payments are processed in system and recorded manually by the Division. Separate reports are prepared for pension payments to members;

Reports are then forwarded to Chief, PPFD for verification and approval;

Once approved by the Chief, the list of monthly pension payments along with the details of amounts of pension is sent to the FAD;

The FAD consolidates based on the respective banks and post office; and

The FAD makes entries into the existing ABS and send fund transfer orders to the bank to disburse the monthly pension payment directly into member's pension saving account.

2.2.2. Member Loan Division (MLD)

The MLD is part of the Investment Department of NPPF. The lending activities of NPPF are regulated by the Royal Monetary Authority (RMA). The list of various loan schemes is given below:

1. Member Home Loan; 2. Student Loan; 3. Education Loan; 4. New Member Loan; 5. Staff Incentive Loan; and 6. Financial Housing Loan.

Processing a Loan Application:

The loan application is processed by the MLD. The workflow of loan processing is explained below:

The CCD receives the loan application from members. The CCD evaluates the eligibility of the applicant. They generate report on the applicant’s credit worthiness from Credit Information Bureau/Central Registry. The loan application along with the supporting documents are uploaded on Document Management System (DMS). After thorough verification, the loan application is forwarded to the MLD;

The MLD checks the physical application documents with those uploaded on the DMS and create the customer ID/Contact ID. Post cross-checks, the officials appraise the loan application, work out the Loan to Income Ratio (LTI), Loan to value and calculate the insurance premium, wherever applicable;

In case the loan requirement of the applicant is more than his/her eligibility, the MLD ask him/her to furnish mortgage. The assets viz. land or property for mortgage are evaluated by the engineer working under the MLD. After finalizing the loan application and mortgage details, the appraisal findings are forwarded to Legal Service Division (LSD);


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The LSD cross-verifies all the documents pertaining to loan application and mortgage (if any) and sends the application with the required documents to the CCD. The valuation for home/financial housing loan are carried out manually;

The MLD opens and activates the loan account in the system post receiving the approval for loan from the authorized authority. Thereafter, the Loan Disbursement Order (LDO) is forwarded to the FAD for cheque preparation;

The FAD prepares the cheques for loan disbursement and post the entries into the system. The cheques are directly sent to MLD;

MLD prepare the deduction letter and note down the premium for loan care insurance. All these documents are then passed to the CCD for final actions;

The loan files and disbursement cheques are received by the CCD which calls the client to sign the loan agreement and collect the disbursement cheques thereafter; and

The final documents (agreement, deduction letter and disbursement voucher) are archived in electronic form.

Processing Repayments of Member Loans

For the EMI which is tied to salary income, the same is deducted at source by the employers of the members and paid through the bank(s). The agencies will send a copy of invoice along with the details of the EMI payments made by the members on their rolls to NPPF;

For EMIs that are from other sources of income, especially for financial housing loans, individuals deposit the money in the bank. The individuals will submit copies of invoices to NPPF for updating in the system;

The members can also use internet or mobile banking to deposit monthly EMI of Loans;

The bank sends a copy of invoice along with details of the cheques paid into NPPF’s account on account of EMIs by various agencies;

FAD updates the existing ABS with the details of cheques paid into NPPF’s account, post cross- reference of invoices and bank statements; and

The MLD compares the invoices received from agencies with the amounts updated in the system by FAD. The entries are then posted into the system on account of EMI payments of individual loan accounts.

Recovery Management

The MLD is responsible for recovery management. The MLD works towards managing the loan accounts and ensures that the repayment of loan is done timely. A loan account is monitored and classified as standard, sub-standard, watch, doubtful and loss as per the Prudential Regulations issued by the RMA from time to time.

2.2.3. Finance & Accounts Division (FAD)

The FAD is responsible for Financial Reporting and Accounts Management for NPPF. The responsibilities of FAD can be segregated into following 2 categories viz.:

Finance and Reporting Unit:

The Finance and Reporting unit is responsible for the following activities:


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i. Preparation of annual and interim financial statements;

The annual and the interim financial statements are prepared by exporting the trial balance and sub-trial information from existing ABS and some information such as current and non-current, related party information from the MIS report.

ii. Preparation of annual budgets;

The FAD makes budget call by February providing the time for the submissions of their proposed budget to FAD.

The in-house developed Budget Management System is used for budgeting. The Budget Management System has the feature to capture the:

1. Expenditure budget; 2. Capital budget (tangible); 3. Real estate project and major maintenance budget; and 4. Intangible assets budget.

Once the FAD receives the individual budget from the respective Divisions, Divisions’ budgets are consolidated to form the overall budget of NPPF. The FAD has to manually prepare the 12 months cash flow projections, projected income statement, projected financial position statement for the budget and NPPF compact based on the overall budget.

Once the draft budget along with the financial statements and ratios are prepared, the draft budget proposal is presented to the Budget Sub-committee. After incorporating the recommendations of the Budget Sub-committee, the proposed budget is presented to the Management Committee. After incorporating the Management Committee’s recommendations, the final budget proposal is submitted to National Pension Board (NPB) for approval. Along with the budget approval, the NPB also approves NPPF compact.

iii. Preparation of annual projections;

FAD collects all the information required from other Divisions. All projections are prepared manually.

iv. Reconciliation of bank account on monthly basis and other reconciliation required by NPPF;

o Bank reconciliation: Bank reconciliation are done on monthly basis manually. Since the reconciliation is time consuming, the bank reconciliation system feature is added in the system.

o Reconciliation system in the ABS is a semi-automatic. The bank provides soft copy of the bank statements on daily basis in the prescribed format. These statements are uploaded in the ABS (bank reconciliation system). NPPF also receives hard copy of the bank statements.

o Since the bank reconciliation system is not stabilized, FAD is doing the reconciliation both manually and through bank reconciliation system.

The FAD also carries out following other reconciliations, such as:

a. Annual contribution reconciliation between the ABS data with the PF and Pension system data;

b. Monthly pension payment reconciliation between FAD and PPFD; c. Fixed deposit reconciliation with PID; and d. Loan insurance reconciliation with MLD.

v. Monthly and quarterly RMA report;

vi. Primarily, two reports are submitted to the RMA, one being a monthly report on the pension and provident fund contribution received by NPPF and the other being a quarterly report which consist


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of financial statements and other information on the member loan schemes offered by NPPF. The RMA reports are prepared manually in the excel format based on the RMA’s prescribed format.

Accounts and Service Unit:

The Accounts and Service Unit is responsible for managing the daily accounting transactions which are described below:

Refund Payments (PF Refunds/ Refund of Excess EMI/ PF Contribution Refund):

The FAD receives hard copies of the individual PF member’s claimed file duly processed by the PPFD with instruction of the recipient;

For excess EMI, the MLD submits the approved note sheet for making the payment;

Accounting entries are passed in the existing ABS, prepare cheque and send them for approval (authorization of the transaction in the system);

Once authorized, cheques are circulated for authorized signatory’s signature(s); and

These cheques are then sent to respective Divisions which in turn hand them over to the customer.

Pension Payments:

PFFD submits the list of pensioners with the pension amount in both hard and soft copy to the FAD;

The FAD processes the pension payments by adjusting the TDS and other deductions;

The list of pensioners with the net pension amount is verified and entries are passed in ABS and send them for approval (authorization of the transaction in the system). Details of net pension payments are sent to the bank & Bhutan post both in soft copy as well as hard copy which are signed by the authorized signatories; and

A hardcopy of the final pension payments is also kept with the FAD for record keeping purposes.

Supplier Payments:

The suppliers submit the bills to the Stores under HRAD;

The bills along with the supporting documents are then sent to FAD for processing of payments;

Post verification of the bills by FAD, the entries are passed into the ABS, prepare cheque and send them for approval (authorization of the transaction in the system);


Hard copy of all the bills and its supporting documents is kept with FAD for records.

Disbursements of Loan:

All the loan applications are appraised and processed by the MLD which in turn send them to FAD for disbursement of the loans;

Post verification of the loan documents, the FAD makes the entries into the ABS, prepare the cheques and send them for approval (authorization of the transaction in the system);


Post the signature, the cheques are sent to CCD for disbursement along with all other documents.

Project Bill Payments:

Verified original copies of project bills along with Measurement Books are submitted to FAD by RED;


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FAD checks the arithmetical accuracy of the bills and cross verify with the bills with the contract documents;

Once satisfied, entries are passed into the ABS, cheques are prepared and sent for approval. The authorization of the transaction in done in the system;

Once authorized, cheques are circulated for authorized signatory’s signature (s);

After the signature(s), the cheque is handed over to the contractor; and

The hard copy of the bills along with the related documents are maintained in FAD and the Measurement Book is returned to the RED.

Processing of Personnel Emoluments:

All the employees use the existing HIRAM system to process personnel emoluments claims such as TA/DA claims, salary advance and leave encashment;

However, personnel emoluments claim pertaining to LTC and ex-gratia calculations are processed by the HRAD and the related documents are sent to FAD for verification and payment;

Personnel emoluments such as pay and allowances are scrutinized and calculated by the FAD;

As per the current practice, the FAD cross-verifies all the documents related to the claims in hard copy;

Accounting entry is passed in the ABS, prepare cheque & fund transfer letters and send them for approval (authorization of the transaction in the system); and

Pay and allowance are processed in HIRAM and disbursed through RMA’s payment system NECS (National Electronic Clearing System).

2.2.4. Customer Care Division (CCD)

The CCD is the first point of contact for the member/customers of NPPF. The Division is responsible to provide the members information about their provident fund balances, account statement of Pension & Provident Fund account and educate them with different loan schemes offered by NPPF.

The duties and responsibilities of CCD is as follows:

i. Contact Centre: The contact center is currently handled by officials who attends to all the telephonic queries that are put through the customer care number;

ii. Information Centre: the official handling the information center is responsible to address all the queries of the walk-in customers; and

iii. Front Desk: The officials at the front desk are entrusted with the task of handling all the loan applications and PF/Pension refund requests of the members.

The CCD plays an important role in processing of loan applications and pension & PF refunds. The process flow is explained below:

Receiving of loan application:

The CCD accept loan application in hardcopy as well as through online e-services portal;

Check PIS, required information and eligibility for any product or services;

The CCD conducts first level of verifications of the loan application documents;

Thereafter, Credit information report of the loan applicant is fetched from the CIB database;


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The CIB report along with the loan application documents are then uploaded on the DMS and send to MLD;

After preparation of the cheques by FAD, it is forwarded to CCD for disbursement after signing the loan agreement;

The CCD sends the CIB report to the regional offices. Such CIB reports pertain to those applicants who have applied for education loan at regional offices;

In a case wherein, the applicant of an education loan will have to provide a mortgage against the loan, the regional office sends all the documents along with the loan application form to CCD at head office through post as well as DMS; and

Upon approval of loan appraised by the regional office, CCD forward the fund transfer letter to the concerned regional office. The fund transfer letter is signed by the regional manager and then forwarded to the bank for final transaction.

Processing of Pension/ PF refunds:

The CCD accepts the request for refund of Pension and/or PF along with the supporting documents;

The set of documents are then forwarded to PPFD for processing; and

The FAD prepares the cheques for refund which are either collected by the member from the CCD or directly deposited in member’s bank account by CCD.

2.2.5. Portfolio Investment Division (PID)

The PID is part of the Investment Department which looks after investment into various categories of investment except for member loans. The various investment avenues which are managed by the PID are enlisted below:

Fixed Deposits;

Government securities/ Treasury Bills;

Corporate loans including loans to Institutions/ FIs/ Government. It also comprises of long-term lending for infrastructure projects;

Government bonds/corporate bonds/private bonds;

Overseas investments; and

Equities. The investment especially the lending portfolio is governed by Prudential Regulation Guidelines issued by RMA. The PID conducts bi-monthly meetings to review the fund position of each investment avenue. The Division is also responsible for processing the applications for any investment proposals including Loans.

Processing an Investment Proposal Application:

The PID receives investment proposal in form of project report/ other related reports of the company for any investment;

The PID evaluates the project report / other related reports and conduct primary analysis on the proposition;


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Post Board's approval, the PID receives the investment order and thereby informs the FAD about the disbursement of funds to the corporate borrower; and

Prior to the disbursement of the fund after receiving the proposal, the investments has to be integrated into the system following the usual process in the MLD starting from creating customer/contact I.D to final disbursement and reports that is available for reporting purposes (taking into the core activities in the system). The other formalities like mortgaging/charging the properties with concern authorities in consultation with LSD and generating CIB reports are done by the Division. However, in the absence of the system, soon after the approval, the disbursement is arranged and accordingly it is informed to FAD.

2.2.6. Real Estate Division (RED)

The RED is a part of Investment Department responsible for managing the land and buildings under the ownership of NPPF. Its primary objectives are to ensure prudent investment in real estate and excel in construction and building management within the purview of NPPF.

The focus of the real estate development has been changed from a kind of fulfillment of a corporate social responsibility of building residential building to more revenue generating projects.

The RED has been assisting the MLD in providing additional facility of designing and collaborating in building homes for those members who have taken member home loan from NPPF.

Primary Responsibilities of Real Estate Division:

The primary functions and responsibilities of the RED are enumerated below:

Acquire land based on proper analysis of its purpose and economic values;

Explore right choice of investment in real estate to optimize the returns through proper analysis in collaboration with the project and fund management division;

provide engineering services related to home ownership programs in collaboration with MLD;

Plan, design and execute construction projects either departmentally or outsourced as per the approval of the Management/ Board;

Maintain proper record of capital expenditure of the constructions as per the accounts’ requirement;

Act as a custodian of the land and buildings under the ownership of NPPF and ensure timely payment of tax and insurance;

Ensure fair and transparent allotment of rental units as per the Housing Management Rules and Regulations and administer & manage rental collections in close collaborations with the regional offices concerned;

Ensure maintenance of records of land, building, equipment, etc.; and

Ensure proper preventive and reactive repair and maintenance of the buildings and infrastructure to enhance utility and prolong the life of assets.


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2.3 Process flow for Non-Core Divisions

2.3.1. Internal Audit Division (IAD)

The IAD operates administratively under NPPF. Management and functionally reports to the Board Audit Committee (BAC). The objective of IAD is to provide independent quality services to assist NPPF Board of Directors, Audit Committee and the Management in the discharge of their duties and responsibilities with the highest degree of integrity, honesty, effectiveness and efficiency.

The IAD carries out the following duties and responsibilities:

To ensure that the organization comply with the relevant laws, rules and regulations of the Kingdom and regulatory bodies like RAA, RMA, etc.;

To keep the NPB, BAC and Management aware of emerging trends regarding internal controls, risk management and internal auditing;

To ensure the economy, efficiency and effectiveness of the operations of NPPF;

To develop a risk based annual internal audit plan and obtain inputs and approval from the Management and BAC;

To plan and perform internal audits and reviews as stipulated in the internal audit plan;

To report internal audit findings to the BAC with a copy of it to the Management and the Department or Division under review;

To provide internal audit recommendations to the concerned Departments or Divisions for improvement of risk management, internal control processes, and good governance;

To co-ordinate and assist the external auditors; and

To conduct research and recommend appropriate mitigation measures.

2.3.2. Legal Services Division (LSD)

The LSD constitutes one of the important arms of NPPF to assist and guide the organization as per relevant laws and by-laws. It provides services to the Departments/Divisions to adhere to the laws, rules and regulations. The LSD amongst others is responsible for the following:

To evaluate the loan application and supporting documents from legal perspectives;

To standardize various documents like the loan agreement, mortgage deed, letter of guarantee, letter for departmental undertaking, addendum, restructured, reschedule, grace extension, memorandum of understanding, letter of undertaking, power of attorney, affidavit, etc.;

To conduct annual review of documents so as to induce the amendment in laws and by-laws in line with the Financial Services Act (2011), Land Act (2007), Movable & Immovable Property Act (1999), Bankruptcy Act (1999);

In case a loan is sanctioned against mortgage, the LSD signs the mortgage deeds with the borrower and mortgagor;

LSD issues loan addendum which refers to the process of giving additional loan on account of unused limit;

The loan accounts which have turned into doubtful cases are passed to the LSD for recovery through mutual negotiation or through litigation;


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LSD is the custodian of original lagthrams/ land ownership certificates of mortgagers and issuance of lien cancellation;

To issue no objection letter for ownership transferring of flat, land, building after completion of formalities;

To issue no objection letter for secondary charge of mortgaged property with recommendation from the Investment Department and MLD;

To represent NPPF before a court of law or any statutory authorities; and

To review and vet any other documents assigned by the Management/Board

2.3.3. Planning and Research Division (PRD)

The PRD at NPPF is entrusted to perform the following roles and responsibilities:

PRD provides important linkages between the Management, Departments, Divisions, Regional Offices and Units. It also facilitates inputs from various sources and acquire relevant information to carryout planned development;

Setting targets, outcomes and deadlines for Departments, Divisions, regional offices and units in line with NPPF and CEO’s compact as outlined by the NPB;

Monitoring the ongoing implementation of plans, targets, initiatives and activities and determining corrections and adaptations that may be necessary;

Conduct statistical survey to collect data for research purpose from time to time;

Collection, compilation and dissemination of statistical data relevant to NPPF;

Publish information that are important for the members, employers, stakeholders, clients, government and the auditors;

Review and recommend to the Management the result of research activities being carried out by the division for improving the services and helping growth of NPPF;

Review and recommend to the Management of the existing and future business opportunities;

Undertaking and organizing such other researches, reviews, studies, consultations or task forces on particular topics as it deems necessary by the management from time to time;

Reporting regularly to the Management on the progress of strategic research plan;

Discuss issues related to the development of research within NPPF;

Facilitate research by Departments, Divisions, regional offices, units, individuals and others who are interested and which could contribute to Social Security System in Bhutan in general and NPPF in particular; and

Report to the Management on matters of research policy and related issues.

2.3.4. HR & Admin Division (HRAD)

The HRAD has three units and is entrusted with the Human Resource Management, Human Resource Administration and Procurement activities of NPPF.

The HR Unit is responsible for all HR functions like recruitment, performance management system, training, promotions, transfers, disciplinary, retirement, etc.;


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The Administration Unit is responsible for the day-to-day administration like attendance monitoring, logistics arrangements, housekeeping issues, leave management, processing of separation benefits, HR database updating, etc.; and

The Procurement Unit is responsible for procuring, distributing, updating database for all properties of NPPF.

The HRAD is primarily guided by NPPF SRR, delegation of authority, RGoB PRR and other relevant rules of NPPF.

2.3.5. Credit Review Unit (CRU)

The CRU is a recent addition to NPPF’s organization structure required as per the RMA Prudential Regulations. This unit is a specialized internal body for monitoring, assessing, classification and provisioning of NPPF’s credit exposures.

2.3.6. Compliance Unit (CU)

The CU was started with an objective of promoting good governance and ensuring that the highest standards of integrity are applied throughout all activities of NPPF in accordance with the laws, regulations and rules within NPPF, Royal Government of Bhutan (RGOB) circulars and other statutory laws.

The roles and responsibilities of the CU are enlisted below:

To report to RMA on a quarterly basis on issues pertaining to non-compliance;

To implement and comply with all matters relating to RGoB circulars, Prudential Regulations and directives issued by the regulatory authorities;

To act as a focal point of contact between NPPF and the regulatory authorities;

To collect relevant information sought by the regulatory authorities from the respective Departments, Divisions, regional offices and units of NPPF;

To monitor and confirm from the respective Departments, Divisions, regional offices and units of NPPF with regard to effective compliance of legislations, regulations, directives and circulars on a day-to-day basis;

To collect and compile all information relating to RMA returns and other regulatory authorities and then submit the reports to the authorities as per the requirement;

To check the correctness and promptness of the reports being submitted to the RMA and other regulatory authorities;

To conduct and impart trainings on compliance issues, compliance culture, corruption risk management, National Integrity and Anti-Corruption Strategy and other relevant laws and by-laws; and

To develop SRS for the compliance management system.


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2.4 Present Application Landscape of NPPF

NPPF has deployed a number of applications for the management of NPPF’s services and also hosted an e-portal for the members to view the status of provident fund, loan statement and personal information details, etc.

NPPF is presently using a combination of applications procured from external agencies and in-house developed application to fulfil its requirement. The core NPPF applications such as Accounts, Loan Management System, Provident Fund & Pension System are procured from external agencies whereas the supporting applications such as MIS reporting, HR modules, asset management, E-portal, student information, budget approval, business activity monitoring system are developed and implemented by the in-house team.

The different applications used by NPPF are illustrated in the below diagram:

Figure 10: Applications

The core applications in client-server model are:

ABS;

PF & Pension (Civil) &

PF & Pension (Armed Forces). The other in-house applications are browser-based application namely;

DMS;

ERF-PF;

HIRAM; and

E-Services.


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The applications along with their deployment framework and RDBMS are shown in the below table:

Application Type Deployment Framework Database

ABS Client-Server VB6 Sql 2012

PF-Civil Client-Server VB6 Sql 2000

PF- Armed Client-Server VB6 Oracle 10g

ERP-PF Web-based .NET MVC framework, AngularJS, IIS Sql 2012

HIRAM Web-based .NET,IIS Sql 2012

E-Services Web-based .NET MVC framework, AngularJS, IIS Sql 2012

Enadoc(DMS) Web-based -do- Sql 2012

2.4.1. Applications Deployed

This section mentions the functionality of the individual applications implemented in NPPF.

2.4.1.1. Ascend Banking Solution (ABS)

The ABS is the core application of NPPF and handles the loan management system & accounting. The steps for the loan management are illustrated below:

Loan Application Approval:

Once a member approaches for a loan, the CCD creates a Customer ID/Contact ID which is mapped against his NPPF No. Each of his loan application will have separate loan ID and as a result a member will have multiple loan IDs created against his customer ID. Guarantor contact ID is created to identify a guarantor;

The loan applications are accepted by the CCD and all the documents are uploaded in the DMS system;

The application is then forwarded to MLD;

Loan appraiser verifies the documents, eligibility & calculate EMI;

The appraisal officer then forwards the same to LSD for legal clearance;

Once cleared by LSD, the application is forwarded to the manager of MLD for approval; and

loan application is then updated and approved in ABS and BAMS;

Loan Account opening:

The loan account is opened and activated in ABS by MLD and updated in BAMS.

Loan Disbursement:

Loan disbursement is done through the ABS by the FAD;

The loan amount and the processing fee and cheque number is entered in ABS.

Cheques are printed through the cheque management system in ERP-PF.

Vouchers along with cheques/ fund transfer letter are submitted for authorization in ABS by FAD ;


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EMI letter is generated based on EMI amount and repayment start date processed in ABS. In case of insurance requirement Insurance letter is printed and sent to RICB.

Agreement & cheque are handed over to the member by CCD.

EMI letter is forwarded to Agency for signoff and EMI collection.

Loan EMI Collection:

The invoice along with the EMI contribution details are provided by the agencies;

Before posting the loan EMI, invoice and cheque details are verified with bank statement uploaded by FAD;

If the invoices and cheque details are matched with bank statement, EMI entry is initiated and posted either individually or in bulk; and

On receipt of loan EMI for closed account, the EMI is transferred to sundry/liability/closed account and subsequently refund to the loanee after due verification and reconciliation.

Loan Account Closing:

The loan account closing is not an automated process;

If the entire loan amount has been paid but the account is not closed any excess payment will be parked to liability account;

After the account is closed, any excess EMI will be transferred to closed loan account through manual intervention;

Once the account is closed, the amount parked in liability account will be transferred to sundry account; and

After verification and confirmation, it is refunded to the client.

2.4.1.2. PF and Pension-Civil/Armed Forces System

Application cater to the Provident Fund & Pension processing for the civil and armed force member. The process of provident fund collection is as follows:

Collection:

Invoice along with the PF contribution details provided by agencies.

Before posting monthly contribution, invoice and cheque details are verified with bank statement uploaded by FAD.

Once the invoices and cheque details are matched with bank statement, then monthly contribution entry is initiated and posted individually; and

On receipt of any new member contribution, new NPPFP No. is allotted and monthly contribution is posted accordingly.

Pension payment process:

After completion of PF refund processing, the claim documents are forwarded to Pension Official for preparation of pension card and opening pension saving account with preferred banks or Bhutan post;

The pension official shall forward the “Pension saving account opening letter” to banks or Bhutan post based on the members’ choice;


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On receipt of the Pension saving account, monthly pension amount is calculated and updated in the pension payment system:

Members are deleted or marked as ceased in the Pension payment system on account of death of a member pensioner or on attainment of 18 years for children’s benefit.

After above processes, the pension for the particular month is processed and the report is forwarded to FAD for payment disbursement; and

FAD does the necessary deductions and makes the payment.

Pension & PF lump sum Payment:

Refund details are entered into the system and the system generates refund sheet;

Documents are sent to FAD for preparation of cheques; and

After preparation of the cheque, it is forwarded to PPFD for disbursement.

2.4.1.3. ERP-PF

The solution consists of 8 different applications and has been packaged into the ERP-PF application to provide the benefit of single sign-on feature. The features of each modules are mentioned below:

a. Investment Management Framework (IMF): This system is used daily to review cash flow in the system. The system takes data from the ABS to generate reports.

b. Student Info: This system is used to capture data regarding student loan. The details of the student loan are fetched from the ABS. The system maintains the details of the student, the country & place of study, Institute & course detail.

c. Staff Welfare: This system maintains the staff welfare fund. This includes keeping track of the semso & refund claims. General ledger, sub-ledger, bank account info, accounting period, monthly contribution collection, contribution process for the fund. This system only interacts with the HIRAM system.

d. Budget: This system has limited integration within ERP-PF. The module is only used once in a year during budget preparation of individual Departments.

i. All the Division heads create their respective Division budget in the system. The budget then goes to the Budget Committee -> Management Committee -> Board for budget approval.

ii. The system does not have any integration with ABS system due to which real-time budget expense related to last year budget is not available in the system.

e. Fixed Deposit: The module is used by the PID and the system is a standalone module. The “fixed deposit” sub-module is used for keeping track of the fixed deposit and its maturity date.

f. The other sub-module “Fund Transfer” is used to keep track of the fund transfer between accounts of same bank/different bank. A “Fund Transfer letter” is generated through the system and same is signed by the authorized signatory and submitted to bank for the actual transfer.

g. MIS: This system is used to generate report from the ABS & PF systems. The report with respect to the following sections are generated through the system:

Loan;

PIS;


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PF;

Actuarial;

Pension; and

Rental.

h. Cheque Management: This system is used for cheque requisition, supply, issue and printing of cheque.

i. Business Activity Monitoring System (BAMS): This application is used for real time tracking of loan application, PF & Pension application. The following processes and steps are followed for the application process:

Receiving of application;

Application received list;

Creating customer ID;

Uploading CIB report;

Uploading document in DMS;

Verifying application; and

Discharging vouchers.

2.4.1.4. HIRAM

The HIRAM solution is an in-house developed solution having 4 modules:

a. HR module - The module has all the required functions normally available in the HR modules. The module is divided into 5 main sections as specified below:

i. HR-Master: The same is used for setup and administrator level configuration. The sub-modules are:

Agencies;

Category description;

Address;

Qualification;

Vitae list; and

Others.

ii. Employee Module: The module is to record employee details mentioned below:

Employee personal;

Employee family;

Employee extension;

Employee qualification;

Employee employment;

Employee attendance mapping; and

Employee attendance register.

iii. Leave Module: The module is used to keep track of leave request & encashment:

Leave application;

Leave recommendation;

Leave approval;

Leave encashment; and

Leave encashment approval.

iv. Transaction: The module keeps track of various HR transactions:


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Employee travel;

Salary advance;

KRA/PMS; and

Others- Promotion, transfer, increment, resignation, training, attachment, disciplinary action, other HR actions & employee semso.

v. HR Report: This module deals with different type of HR reports:

Disciplinary action/audit;

Employee details;

General reports;

Increment reports;

Leave reports; and

Travel reports, etc.

vi. Inventory & Asset Management: The major functionalities and use of the inventory and asset management are:

Inventory master;

Indent;

Procurement;

Supply/work order;

Goods receipt note;

Goods requisition/issue;

Asset management; and

IMM report.

vii. Payroll: The major functionalities of the payroll modules are:

Employee pay master;

Bank details;

Allowances;

Deductions; and

Fuel master.

b. Real Estate (RE): The RE rental module manages the tenant information including collection of rental charges. The collections are done through MBOB or collected directly through bank(s) by using invoices. The real estate module consists of the following functionalities:

RE-Master;

RE-Tenant;

RE- Rent;

RE-Complaint;

RE-Advertisement; and

RE-Reports.

2.4.1.5. E-Services

The “E-Services” is the web-based customer portal through which members are able to access multiple information with respect to their NPPF account. The website is accessible through “HTTP” and member credentials are required for accessing it.

The information available to members are mentioned:


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i. Personal Information System (PIS): All the personal information of members such as address, contact details, spouse & children details, nominee details, etc. are available for view in the system;

ii. Provident Fund: The member can view PF summary and balance from the option. Application for “Benefit claim” may be activated in near future;

iii. Pension: A member can calculate his/her probable pension earning from this option. TDS certificate of pension claim can be downloaded from the site;

iv. Loan: Members can presently calculate their loan eligibility & EMI from this option. Members can view their loan details, loan statement & also download loan statement for Personal Income Tax returns;

v. Rental: Members can view the details related to their rented apartment and also download the rental statement;

vi. Track process: A new member can view the progress of his/her registration through this option; and

vii. Complaint Management: Members can submit their feedbacks related to real estate.

2.4.1.6. Enadoc (DMS)

The “Enadoc” is the Document Management System (DMS) used by NPPF and has the following features:

a. DMS solution has a separate application & database solution unlike NPPF legacy application which does not have a separate application & database server;

b. The solution has presently 7 (seven) numbers of library/ storage which can be increased with extra licence;

c. Audit trails are available against each addition/modification/deletion done in the system;

d. User can upload a single document in the system directly but need a third-party application named “Kofax” for bulk upload; and

e. Each user can be assigned access right based on his/her profile. The different profiles are:

i. Chief – Full access and can delegate access permission to others;

ii. Officer – Full access available; and

iii. Assistant – Only view & upload permission available.


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2.4.2. Data Flow between Applications

The existing legacy applications exchange data between each other through interfaces built over a period of time based on respective application deployment. The flow of data between different applications is mentioned in following diagram:

Figure: Data Flow between Applications

2.5 Business Volumes

The section below depicts the present business volume and the projected growth rate envisaged by NPPF over a period of 5 years. The actual figure may have a variance probability of +15 % from the projected figure. Hence, bidder(s) are requested to consider the same when designing the solution.

Table 1: Business Volumes

S No.

Particulars Present Status

(Jan,18) Year 1 Year 2 Year 3 Year 4 Year 5

1 Business Value (Billion BTN)

31.13 13%

increase Y-o-Y

13% increase

Y-o-Y

13% increase

Y-o-Y

13% increase

Y-o-Y

13% increase

Y-o-Y

2 No. of Branches

5 1 new Branch

1 new Branch

1 new Branch

1 new Branch

1 new Branch

3 No. of Customers

68,800 10%

increase Y-o-Y

10% increase

Y-o-Y

10% increase

Y-o-Y

10% increase

Y-o-Y

10% increase

Y-o-Y

4 No. of Users

165 2%

increase Y-o-Y

2% increase

Y-o-Y

2% increase

Y-o-Y

2% increase

Y-o-Y

2% increase

Y-o-Y

5 No. of Financial Transactions

2,164,957 15%

increase Y-o-Y

15% increase

Y-o-Y

15% increase

Y-o-Y

15% increase

Y-o-Y

15% increase

Y-o-Y

6 No of Non-Financial Transactions

2,489,700 10%

increase Y-o-Y

10% increase

Y-o-Y

10% increase

Y-o-Y

10% increase

Y-o-Y

10% increase

Y-o-Y


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3. Eligibility Criteria

S No. Eligibility Criteria Supporting Documents

A. General

1 The Prime bidder shall be a Government Organization / PSU / PSE or a Public / Private Limited Company or a partnership firm.

Certificate of incorporation and other documentary evidences to be attached.

2

Prime bidder shall be in existence for five years as on the date of the RFP. (In case of mergers/acquisitions/restructuring or name change, the date of establishment of earlier/original Partnership Firm/Limited Company shall be taken into account).

Adequate documentation like registration, certificate of incorporation, Article / Memorandum of association etc. Name change and date of establishment docs, ROC documents.

3 The Prime bidder and Consortium Partner shall have never been blacklisted / barred / disqualified by any regulator / statutory body.

Self-declaration (by authorized signatory of the bidder).

4 The prime bidder shall have ISO 27000 or above certified or SEI CMMi Level 3 certified or higher certified.

Copy of the relevant certificates or assessment certificate from auditing agency.

5

The Prime bidder shall have in-house applications minimum of 2 systems (to be implemented in NPPF) of the following applications:

1. PF or Pension, 2. LOS/LMS, 3. Integrated Accounting System, 4. Portfolio Management.

The Prime bidder can form a consortium maximum with two other partners for the overall scope of work defined in the RFP.

Credentials from clients in form of purchase orders / contract / credential letters, etc. must be provided.

If the Prime bidder forms a consortium with other partners as per RFP format, the Prime bidder has to submit the consortium partner details and the detailed scope of work and responsibilities have to be furnished with the technical bid response.

B. FINANCIAL

1

The Prime bidder shall have minimum annual turnover of BTN 350 Million (or equivalent) or above each for the latest three financial years. In case of merger or acquisition, financials of merged or acquired companies may be considered in case of new companies.

Audited financial statement consisting of balance sheet and profit and loss account statement and cash flow statement for the last three years must to be submitted.


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2

The Prime bidder shall have positive profit before tax of 5% of the turnover for the each of the latest three financial years. In case of merger or acquisition, financials of merged or acquired companies may be considered in case of new companies.


3

The Prime bidder shall have operating cash flow of 5% of the average turnover for the latest three financial years. In case of merger or acquisition, financials of merged or acquired companies may be considered in case of new companies.

Audited financial statement consisting of balance sheet and profit and loss account statement and cash flow statement for the last three years must to be submitted/CA certificate.

4

If the Prime bidder has formed a consortium to bid for the project, each individual consortium member shall be a profit-making organization for the latest three financial years.


C. EXPERIENCE & SERVICE CAPABILITY

1

The Prime bidder or its consortium member shall have prior experience in application implementation and support of Provident Fund or Pension solutions with minimum PF member base 50,000 (Fifty Thousand).

In case the Prime bidder or its consortium member does not have experience in a single organization for both Provident Fund and Pension solutions, then bidder or its consortium member may submit credential of two separate organizations with minimum member base of 50,000 (Fifty Thousand) for each organization.

Credentials from clients in form of purchase orders / contract / credential letters containing minimum member base information must be provided.

2

The Prime bidder or its consortium members shall have done minimum 2 projects in BFSI sector. The total value of the 2 projects in BFSI sector should be more than BTN 80 M or equivalent.

Credentials from clients in form of purchase orders / contract / credential letters containing project cost must be indicated.

3

The Prime bidder or its consortium members shall have prior experience in application implementation and support of following applications:

Mobile application, Internet application, LOS/LMS, and Integrated ERP solution.

(The experience shall be in BFSI sector and can be

Credentials from clients in form of purchase orders / contract / credential letters must be provided.


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with multiple organizations).

4

The Prime bidder or its consortium member shall have minimum of 25 skilled software developers on its roles.

Certificate from the Company auditors / Company secretary / HR on number of skilled software developers.

Note 1: In case the Bidder(s) is a 100% subsidiary/entity formed from parent company by way of re-organization/separation of business/ in case of business transfer where Bidder has acquired a Business from an entity (“Seller”), bidder can utilize the experience and credential of the parent company/Seller to the acquired business for the purpose of meeting the eligibility criteria of this RFP, provided sufficient documentary proof of re-organization/ separation/ business transfer is produced.

***Note 2: If any of the above eligibility criteria is not fulfilled, the bid will be treated as null and void/shall not be considered.

Note 3: If required supporting documents against each criterion are not attached clearly, the NPPF could ask further submission of documents within a dateline. Non submission of the required document within extended time, the bid shall be rejected and treated as null and void.

4. Scope of Work

The scope of work has been segregated to two different segments as mentioned below:

1. Perform Business Process Re-engineering (BPR); 2. Supply of application licenses; 3. Deploy, customize, migrate data & implement Integrated Solution; 4. Facility management; 5. Provide support services; and

6. Provide hardware infrastructure & network requirement for the solution.

4.1 Perform BPR

Bidder is required to conduct business process analysis of all the existing business processes in detailed and submit BPR report to NPPF.

The report has to be discussed and agreed upon during the BPR phase. If any changes suggested by NPPF in BPR report before acceptance, the same has to be incorporated and reflected in the SRS, SIT, customization, development of the Integrated Solution and align the application architecture without any additional cost.

4.2 Supply of application licence

Bidder is required to provide enterprise license for the integrated application including all the proposed modules.


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4.3 Deploy, customize & implement Integrated Solution

The present NPPF applications are loosely linked and have limited exchange of data between them. This results in duplication of work. For example: A loan application has to be approved in ‘ABS’ as well as ‘BAMS’ and sub optimal workflow.

Some of the Departments have high level of manual process as the existing applications do not have the capability and features to automate the process.

The vouchering for loan disbursement, bidder payments etc. at the ABS module have to be done manually as the system is not integrated with other modules functionalities. Some of the Divisions have to do their entire activity in manual mode as no applications are available for their functional requirement & reporting.

To overcome the constraints being faced by NPPF on daily basis, a new workflow architecture has to be developed on the lines of below proposed architecture for the whole operational functionalities of NPPF.

Note: The Integrated application solution development, customization, migration, UAT and training should be conducted at Head Office level in LAN environment. The Integrated Application Solution shall be implement in production environment only after post finalization and sign-off .NPPF shall not be responsible for providing development environment and same has to be arranged by the bidder

The NPPF expects bidder to adopt to agile implementation methodology system where continuous improvement to the system would be done by the bidder based on user requirements.

On finalization of Software Requirement Specification (SRS) of each module the bidder has to conduct workshop with the relevant stake holders.

4.3.1. Integrated Solution workflow architecture

The new system shall have seamless data flow based on proper business justification. The different modules of the new system shall be tightly linked with each other which will result in reduction of repetitive works. The system shall have the required functionalities to minimize manual work process of each of the Division and the required analytical data availability to the Management for quick decision making. The above optimizations will create new Integrated System.


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Figure 2: Integrated Solution Workflow Architecture Diagram

The diagram of the Integrated Solution illustrates the different modules and the work flow between them. The modules have been categorized in six groups:

Contact Centre – At present, NPPF interacts with the agencies concerned and members through the CCD and the e-services portal. These two are the only point of contact for the external clients to interact with NPPF. NPPF intends to introduce other channels in the form of kiosk and mobile application to deliver services to the clients which will be beneficial for clients as well as NPPF. These four delivery channel modules have been categorized under a single category and have been named as the contact center. All the channels of the contact center will be providing Omni channel experience to the clients;

Core Modules – The modules which are the primary touch points for NPPF clients have been categorized as the core modules. All NPPF clients are first enrolled in the provident fund & pension system and later they are eligible to access the available products such as loans, rented accommodation, etc. Hence, the provident fund & pension system form the core modules;

Critical Modules – The modules which are important for the business operations but not among the core modules have been categorized as critical modules. All these critical modules which have the same level of uptime requirement as that of core modules but have been differentiated on basis of functionality;


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Supporting Critical Modules - The modules which are internal to NPPF system and does not have any direct relationship with the external clients have been categorized as supporting critical module;

Risk/Compliance – All the modules related to risk & compliance has been categorized in this section. The module will be used to monitor and ascertain the risk associated with a particular investment & recovery. The system will also check the compliance level being maintained by employees & processed in the internal system; and

Reporting – The reporting section comprises all the reporting requirements of NPPF and the external regulatory agencies. The internal reporting module will generate reports based on the requirement of the Departments and Management. The statutory reporting section requires to be configured to generate downloadable report or transfer to the regulatory authority by electronic means.

A brief detail of each of the module group & work flow for that group is given below:

Contact Centre- The contact center is the first point of contact for agencies and members to access NPPF. The contact center has the following four channels through which clients can enroll, raise queries, remit contribution, lodge complains, etc.

Customer Care Centre;

Kiosk;

Mobile application; and

E-services portal.

All the channels have to be connected to the Pension & PF system, LOS systems for providing the required functionalities. The CCD has to be connected to the CRM system for lead generation, client management, etc.

Core Modules- The core modules consist of two systems and is the mainstay of NPPF:

Provident Fund system; and

Pension system.

The Pension & Provident system is to be directly connected to the accounting and reporting systems. The core modules have to be also connected with the contact center to provide the customer (members & agencies) an Omni channel experience across all channels.

Critical Modules- The below mentioned applications has been grouped together as critical modules:

Loan Origination System (LOS);

Portfolio management;

Budget, forecasting & planning;

Document management system;

Fixed Asset; and

Accounting System.

The critical modules are connected to the accounting system as well as the core system, reporting and risk/compliance systems. The LOS system is directly connected to the early warning & the credit risk applications and also to the contact center.

Supporting Critical Modules - The Human Resource Management System (HRMS) and Customer Relationship Management (CRM) solution have been grouped together under this group:


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Human Resource Management System (HRMS); and

Customer Relationship Management (CRM)

Both the solutions are connected to the accounting system. The CRM solutions is also connected to the e-service, market risk & CCD.

Risk/Compliance- The group is responsible for all types of risk monitoring and early warning system for NPA monitoring purpose. The section consists of the following:

Credit risk;

Market risk;

Operational risk; and

Early Warning System (EWS).

The group is directly connected to the critical module for risk & compliance monitoring. The credit risk and the EWS system are directly connected the LOS application.

Reporting- The section consists of below reporting modules:

Statutory reporting;

MIS reporting; and

CIB reporting. The statutory reporting is for the reports required to be submitted to the RMA, financial statements prepared in line with the Bhutanese Accounting Standards (BAS) and Bhutanese Financial Reporting Standards (BFRS), CIB reports and other regulatory agencies.

The MIS reporting section is for generating all the required reports from multiple application. Hence it is connected to all other modules.


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4.3.2. Integrated Business Application (Solution) landscape

The integrated business application landscape in depicted below:

Figure: Integrated Business application Landscape

The integrated business application landscape consists of different core and non-core modules, interaction channel for members & agencies and the business interface required for interacting with external organizations. NPPF having 400+agencies categorized in corporate bodies, Government, Armed Force, private, banks, payment gateway and CIB. Bidder has to provide interface/integration with external agencies. The main purpose of the integrated business application landscape is to identify the key components required for creating a new integrated application which will remove the manual processes & manual flow of data from the system and provide Omni channel experience for the members & agencies.

LOS Document

Mgmt. System Portfolio

Management

MIS

HRMS

Statutory Reporting

Agency/Member Interface

Business Interface

CRM

EWS

Fixed Asset Accounting

System

Budget & Forecasting

Core Non-Core Applications

Bank Payment Gateway

Banking Reconciliation

Credit Bureau

PF System

Call Center

Application Pension System

Credit, Op. & Market Risk

Contact Center


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4.3.3. Key features required for the Integrated Solution

The proposed Integrated Solution shall have the functional, security & technical features specified hereunder:

4.3.3.1 Functional Features

The solution shall offer comprehensive functionalities for the purpose of Provident Fund & Pension Fund collecting, disbursing, lending, originating, servicing, complying, reporting, defining loans, administering and monitoring NPA, etc.

Integrated GL & P&L: The proposed solution shall ensure the existence of an integrated general ledger and P&L Account. This will allow NPPF to generate its balance sheet and P&L accounts at any point of time, thereby facilitating greater business flexibility and decision-making;

Centralized MIS & Decision Support: The new solution shall provide enhanced MIS and decision support capabilities to NPPF. Detailed organization wide business overview as well as customer information to be presented and made readily available in a report format. These reports shall be generated in NPPF specified user-friendly format;

Unified customer view: The solution shall provide NPPF a unified 360o view on its customers. This will help in enhancing customer service, improved marketing capability, client retention and relationship building;

Real time transaction processing: The solution shall include event management for business process orchestration coupled by online updating of balances and positions;

Multi-channel interfaces is driven with the core architecture based on SOA (Service Oriented Architecture). The proposed Integrated Solution shall allow NPPF to enable a wide range of delivery channel capabilities to its customers, viz. Kiosk, call center, mobile application & online E-services;

Local regulatory compliance through maintenance of all data necessary for reporting and controls through auxiliary files linked to customers, products and entities;

Bhutanese Accounting Standards compliance enhanced through use of double entry book-keeping, contingent accounts, contra accounts, real-time reconciliation, multi-entity book-keeping;

Internal and regulatory reporting interfaces has to be provided by rendering content as XML and presented on any template. The solution shall provide unique report definition tables for ensuring consolidation of product / account balances for reporting purpose;

Parameter driven functionality: The proposed modules shall be parameter driven ensuring easy configuration, modification and enhanced flexibility including offsets at product and customer level; and

True STP rendering real-time reconciliation with accounting of matched items and unmatched items using contra accounts. The solution shall provide for all phases of STP including transaction capture, confirmation, reconciliation and accounting & settlement.


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4.3.3.2 Security Features

Screen Level Security: System shall have screen lock and auto-logout facilities where the intervals of inactivity would be parameterized at the O/S level;

Password Management: The proposed application shall allow features such as rules on passwords, which search for specified patterns before accepting/rejecting a new password. Life time of the password shall be managed via the application;

Maker Checker: All critical transactions shall have ‘maker-checker’ concept, whereby it makes sure that critical tasks cannot be executed with a single authorization but require at least two different authorizations to go through in order to ensure check and balance in the system;

Parameter Based Over-ride: The system shall be configured for parameter based on overrides on transactions;

Access Control Lists/Group Security: Role-based security, right up to the extent of specific actions, menu items and files can easily be allocated;

Single Sign-on: The single sign-on facility shall be inbuilt features of Integrated Solution;

Comprehensive Audit Trail: The solution shall offer comprehensive audit trail features, identifying the type of transactions, its source and destination, time, etc. This serves as a very useful reference for security and audit purposes;

Data consistency/Integrity: Data consistency shall be monitored using integrity checkers and validity engines which periodically validate the information against the system for information discrepancies;

Account Locking: Account locking facility on detection of specific intrusions or attempts at an intrusion shall be made available; and

Password Encryption: To ensure safety of user password, the same shall be encrypted.

4.3.3.3 Technical Features

Scalable Architecture: The proposed Integrated Solution has to be benchmarked and optimized for handling large volumes, ensuring that the architecture withstands and performs equally efficiently in a growth-oriented environment;

N-tier Design: The proposed solution design shall incorporate an n-tier architecture in its design viz. the front-end tier comprising the user interface, the middle tier comprising the business logic and the backend tier comprising the database;

Service Oriented Architecture: The solution shall use service-oriented architecture to enhance the efficient reusability of functionality and further extend the same to multiple delivery channels as services;


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Open ended interface capability: The solution shall have the capability to be easily integrated across any third-party applications, public network feeds, payment gateways and private network protocols thereby ensuring wider acceptability and compatibility;

Cluster/Mirroring Database Support: The Integrated Solution shall support clustering of databases thus enhancing the scalability, distribution and reliability of the system; and

Application Clustering/master-slave: The Integrated Solution shall support clustering of application for reliability of the system.

4.3.4. Discontinuation of existing applications

The below list is on the discontinuation of the existing application of NPPF. Bidder will be responsible to migrate all data from the existing applications to the proposed new application prior to Go-live.

Sr. no.

Application Name Remarks

1 ABS Data migrated & to be discontinued

2 PF system (Civil) Data migrated & to be discontinued

3 PF system (Armed Forces) Data migrated & to be discontinued

4 Enadoc (DMS) Data migrated & to be discontinued

5 HIRAM

5.1 HR module Data migrated & to be discontinued

5.2 Inventory & asset management Data migrated & to be discontinued

5.2 Payroll Data migrated & to be discontinued

5.4 Real estate Data migrated & to be discontinued

6 ERP-PF

6.1 Investment Management Framework (IMF)

To be discontinued

6.2 Student info Data migrated & to be discontinued (Data to be part of LOS)

6.3 Staff welfare Data migrated & to be discontinued

6.4 Budget Data migrated & to be discontinued

6.5 Fixed deposit To be discontinued (To be part of new Portfolio management module)

6.6 MIS To be discontinued (To be part of the new MIS & statutory reporting modules.)

6.7 Cheque management To be discontinued (To be part of new Accounting system module)

6.8 Business Activity Monitoring System (BAMS)

To be discontinued

7 E-Services To be discontinued

4.3.5. Proposed Modules

The existing IT applications were introduced at different times and in turn were not integrated with each other. The following proposed modules shall mitigate the concerns identified, thereby leading to a holistic ecosystem which facilitates smooth and efficient operational workflow. The modules envisaged in the Integrated Solution (reference section 4.3.1) other than that mentioned below will be implemented in future in a phased manner.


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4.3.5.1 Pension & Provident Fund System

Pension & Provident Fund Management is the primary activity for NPPF. It currently processes all the contributions received from its members and payment of PF to its members through its PF system. However, the payments on account of pension being paid to the members post retirement is processed through Pension system.

NPPF requires a new comprehensive Pension & Provident Fund system which will facilitate greater efficiency and effectiveness in overall operations. Since the members are associated with NPPF due to enrolment for pension & provident fund plan/scheme, the Pension & Provident Fund system remains the core point in the overall application architecture.

The proposed pension system and provident fund system shall cater to the needs of the members as well as NPPF. The following points shall be covered in the proposed solution:

Introduction of unique identification number which will be associated with each member, irrespective of change of their employer;

The proposed solution shall incorporate comprehensive “Know Your Customer” (KYC) norms for all its members;

All enrollment to pension and provident fund account shall be done online;

Online payments facility shall be encouraged for pension & provident fund contributions from the agencies;

Being the core system, the proposed pension & provident fund system shall have provisions for integration with all other modules;

Audit logs shall be made available at the front end;

Proactive validation of monthly contribution from agencies shall be available in the system in order to eliminate the instances of excess monthly contribution;

The proposed system shall be capable of generating comprehensive reports for pension as well as provident fund module;

The proposed system shall enable electronic payments by integrating the payment gateway with the application;

The proposed system shall take care of data validations, assumptions, financial results, and projections that can be used as input in the asset liabilities management;

The proposed system shall have facility to fetch data from other agencies;

The proposed system shall have bulk upload facilities of contributions and as well as individual contribution posting;

All the pension processing, monthly pension payment, pension card printing and pension saving account opening shall be automated;

Pension and PF contribution collection and payment shall be through any mode of channels/Omni channel;

All the functional processes shall be automated; and

The proposed system shall also take care of gratuity valuation.


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4.3.5.2 Loan Origination System

As part of its multiple product offerings, NPPF lends to its members under various categories viz. housing loan, education loan, student loan, new member loan, corporate loans, etc. All the loans except corporate loans are processed by MLD while the corporate loans are processed by PID manually due to inability of the current loan management system (ABS) to cater the corporate loan products.

NPPF proposes for implementation of new LOS which shall handle the appraisal of loan application, disbursement of loan and management of loan account altogether. The proposed system shall be linked with all the modules of the Integrated Solution.

LOS shall have following points:

It shall check the applicant’s eligibility for loan including their credit worthiness;

It shall facilitate seamless on-boarding of customers with the use of configurable templates to capture loan applicant’s data;

The proposed LOS shall aid in comprehensive credit assessment for underwriting and engender score as part of internal scoring engine;

It shall ensure a robust validation and approval process for loan disbursal with the application of a rule driven matrix;

It shall facilitate maintenance and segregation of documents and generation of loan packages with pre-defined specific templates;

The implementation of LOS shall result in unified workflow around releasing, updating, valuing and moving collaterals and other linked processes;

LOS support event and rule-based management of exceptions;

The LOS system shall have loan origination, loan sanctioning, loan account creation, loan account maintenance, interest & payment update & loan account closure functions to provide end to end loan life cycle management;

LOS shall have interface with all the modules of the Integrated Solution;

EMI collection and payment shall be through any mode of channels/Omni channel;

The proposed system shall have bulk upload facilities of Loan EMI;

Facilities to capture the market value for the calculation of fair value of all loan product;

The system shall be able to calculate EIR, XIRR/ XIR and fair value;

The system shall be able to perform loan modification; and

● All the functional processes shall be automated.

4.3.5.3 Document Management Module

NPPF recently introduced DMS to its users. The system is not being used by all the Divisions since it’s go-live. Its basic purpose is to store all the documents online in an indexed manner. Moreover, it does not have all the functionalities of a DMS like workflow management system, version management etc. The existing system needs to augmented with additional features to achieve the full functionality of DMS and integrated with the other solutions.


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The proposed document management module in NPPF shall have the following functionalities:

The module shall have scan & upload identified documents securely to a central server which will be retrieved based on various search criteria given by individual users;

It shall have result in paperless transactions through integration of various NPPF’s modules with the proposed document management module;

The proposed module shall improve the business processes thereby resulting in increased efficiency, better resource utilization, improved productivity and reduced turnaround time (TAT) for each process;

Important documents shall be made available through the module which shall provide for business continuity in NPPF;

Through the module, multiple users shall be able to access documents and files simultaneously;

It shall act as DR system for the paper-based documents by creating a backup in the system;

The administrator shall be able to keep a track of all the details of the file and generate detailed reports for all the records tracing when the file is accessed, who has accessed it and how many times a particular document has been accessed;

It shall help in eliminating the duplication of records and thus ensuring efficiency and economy of operations; and

All the functional processes shall be automated.

4.3.5.4 Budgeting & forecasting

NPPF is entrusted with the task of budgeting and forecasting for the entire organization. They consolidate Division/Unit/Region/Departmental budgets to prepare the annual organizational budget and supplementary budget, where required. The entire task of budgeting and forecasting is done manually with data inputs being put into an excel format leaving a possibility of error by omission or typographical errors.

Budgeting and forecasting stand within a performance management framework where organizations can seamlessly link top-down, strategic targets to financial and operational forecasts and report performance against such targets. The budget and forecasting module shall capture the following minimum functions, such as:

i. Budget:

Revenue expenditure budget;

Capital expenditure budget (tangible assets); and

System and applications budget (intangible assets);

ii. Forecasting:

Cash inflow and outflow projection from Investment Department; and

Cash inflow and outflow projection from PPFD.

Budgeting enables resource allocation to be aligned to strategic goals and targets set across the entire organization, forecasting on the other hand, tracks the expected performance of the business so that timely decisions can be taken to address the shortfalls against target, or maximize an emerging opportunity.


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The proposed budgeting and forecasting module shall include the following functions:

It shall establish the budget assumptions/ drivers;

It shall aid in trend analysis of past performance based on which forecasts can be drawn;

The proposed module shall facilitate budget submission by the Division/Unit/Department;

It shall facilitate preparation of consolidated budgets with the use of budgetary alerts and templates;

The proposed module shall facilitate in carrying out quality check of the budgets;

The implementation of budgeting & forecasting solution shall help in efficient consolidation and reporting of organizational budgets;

The proposed module shall generate projected financial statements;

The module shall have the ability to do long term financial projections;

The proposed module shall facilitate preparation of multiple budget scenarios and perform sensitivity analysis;

The proposed module shall raise required alarms if the allocated budget is overshot by respective Divisions;

The module shall be dynamic to add or delete any functions base on need basis;

The module shall be dynamic to add or delete any budget templates; and


4.3.5.5 Fixed Assets Module

The fixed assets of NPPF consists of investment property and office assets. The investment property consists of buildings earning rents and land owned by NPPF. The office assets consist of office furniture, equipment, etc., used in the operation of NPPF.

The functionalities of the inventory management shall be available in the in the proposed fixed assets module.

A fixed asset module is responsible to track fixed assets for the purposes of financial accounting, preventive maintenance, and theft deterrence.

Primarily a fixed asset module shall have the following role:

i. Tracking: It allows the organization to track what assets it owns, where each asset is located, who has it, when it was checked out, when it is due for return, when it is scheduled for maintenance, and the cost and depreciation of each asset; and

ii. Reporting: It provides pre-built reports, including assets by category and Department, check-in/check-out, historical cost, net book value of assets, assets past due, audit history, and transactions.

The fixed asset module proposed for NPPF will comprise the following functions:

It shall calculate depreciation/appreciation of assets;

It shall have asset tracking system, the asset classification and asset coding to differentiate the individual assets;

It shall monitor the earnings received by way of lease/ rents pertaining to the investment property;

It shall capture all the details of tenants / lease members;


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It shall capture all the details about movable and immovable assets with cost of construction in case of building/purchase of assets;

It shall maintain all the records of immovable movable & intangible asset which NPPF owns and possesses;

It shall have procurement process and supplier listing defined for various asset categories;

Refer to FTR (Annexure 9.1) for the functionality of the inventory system; and


4.3.5.6 Integrated Accounting Module

The accounting system currently being used by NPPF is based on a vouchering solution. For each transaction, entries are passed into the system and processed thereafter. Each of the Divisions viz. PPFD, MLD, FAD, etc. have to punch in all the details into the system. There is no inter-connectivity between the systems with respect to accounting module. Hence an integrated accounting module is required for NPPF which will minimize the effort of NPPF officials and generate comprehensive reports pertaining to finance and accounts. The integrated accounting module shall have finalization of accounts and all the internal system generated vouchers. The integrated accounting module which consist of HRMS may have advantage for accepting the proposed solutions.

An integrated accounting module records and processes accounting transactions with functions such as general ledger, accounts receivable, accounts payable, trial balance and financial statements functioning as an accounting system. The accounting module shall also have a bank reconciliation function to automate the bank reconciliation. The other payments such as PF refund, pension payment, Loan disbursement, pay roll, etc. shall be automatically linked to accounting system module for making the payment.

The proposed integrated accounting module shall comprise the following functions:

i. General ledger:

A general ledger is the central repository of the accounting records and data. It is expected to have the following functionalities:

The general ledger will be the central point for accounting information, receiving entries from other functions and modules, such as accounts payable, accounts receivable, pension payments, PF refunds, LOS, portfolio, real estate, payroll modules, etc.;

The general ledger will be the basis for creating key financial documents, including trial balance and financial statements;

The general ledger will be used to record financial transactions not recorded in other modules; and

The general ledger will aid in creating a trail of information used for audit purposes.

ii. Chart of Accounts:

A chart of accounts is list of the accounts used by a business in the accounting process. It is expected to have the following functionalities:

The chart of accounts will be using a series of codes to identify assets, liabilities income and expenses;


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The chart of accounts will determine the level of detail information tracked and the reports generated by the accounting system; and

The chart of accounts will be using sub-coding at the Department, Division, location, project, funding source, work order or activity level to gather more detailed information, if required.

iii. Trial Balance:

The trial balance is a listing of all accounts in the company’s chart of accounts that lists the balances in each of these accounts at a particular point of time. It is expected to have the following functionalities:

The trial balance will have the balance for each account in the chart of accounts; and

The trial balance will be used to create financial statements and notes forming part of financial statements.

iv. Financial Statements

The Financial statements function is slated to have the following functionalities:

The statement of financial position;

The statement of comprehensive income;

The statement of cash flow;

The statement of changes in reserve; and

Notes forming part of the financial statements.

v. Accounts Receivable

The Accounts receivable function will have the following functionalities:

The accounts receivable will handle the invoicing of members/agencies and processing of payments;

The accounts receivable will be used to create invoices to send to members/agencies;

The accounts receivable often has the ability to recognize deposits to bank accounts so that deposit information can be uploaded and applied to customer accounts automatically;

The master files contain customer information, including name, address and phone number;

The accounts receivable aging report will show all money due to the business by customer and will be able to show how long the customer’s balance has been outstanding; and


vi. Accounts Payable

The functionalities of accounts payable are enlisted below:

The accounts payable modules will track money due to bidders, discounts, and payment terms for all invoices;

This module has the ability to print computer-generated cheques to bidders;

The accounts payable master files contain bidder information, including name, Tax Payer Identification Number (TPN), address and phone number; and


vii. Bank Reconciliation:

The proposed system shall have the facility to upload the bank statement of NPPF current bank account maintained with the commercial banks;

The proposed system shall have the facility to extract and upload daily bank statement either using API or web services from the commercial banks;

The proposed system shall have the facility to automate bank reconciliation and generate reports; and


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4.3.5.7 Portfolio Management

A portfolio management will help NPPF in making informed decisions about its investment by providing fast & easy access to accurate and reliable data about various investment avenues viz. fixed deposits, Government securities/treasury bills, corporate loans, Government/corporate bonds, overseas investment, equities, etc.

A portfolio management solution shall provide for what-if analysis, pre and post-trade compliance, real time risk profiling and analytics, performance measurement and tracking error, valuation and pricing models for all the asset class, portfolio look through capability, real time reconciliation.

The proposed solution shall have the following capabilities:

To monitor and manage the entire investment portfolio including member loan and real estate;

To generate the interest receivable which can be reflected and reported in the accounting system;

To track the time and amount of maturity for each of the asset class;

To generate performance reports periodically without any manual intervention;

To provide regular alerts related to maturity of various investment avenue;

To facilitate linkage with the risk, budget & forecast and accounting module;

To facilitate seamless multi asset trade processing which will comprise execution, settlement, allocations, confirmation, corporate actions and sub-ledger accounting;

Asset liability management;

Outsourced fund management; and


4.3.5.8 MIS Module

NPPF requires a new MIS module to achieve all its in-depth reporting requirements which will be customized as per NPPF’s reporting requirements.

The proposed MIS module shall have the following functionalities:

To provide a reporting tool which will facilitate report design, generation, distribution and archiving;

To facilitate users to generate their own department-wise report through queries;

To be capable of handling all compliance/ statutory/ monitoring reports;

To generate system driven asset classification and handling of provisions;

To generate department-wise/ activity-wise reports with analysis of exposures;

To generate reports that will be based on enterprise KRA’s and interactive granularity of insights;

The proposed system shall be dynamic to accommodate changes and rendering across any form factor devices;

Shall have features to generate graphical dashboard and report based on user access privileges; and

All the above functionalities shall be Business Intelligence (BI) driven.

4.3.5.9 Mobile Application

NPPF envisage to introduce a mobile application which shall be supported on all major platforms like android, IOS, etc. The initiative will help in extending the contact centre to the members on a 24x7 basis. Members will be able to get in touch with NPPF on the go from their respective location for the services.


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NPPF may also introduce mobile application for internal Departments through which employees can do a host of activities like accessing HRMS, reports, approvals process, mails, etc.

The major functionalities required are listed below:

New a/c (Pension and PF), loan enquiry, interest check, eligibility, loan calculator, offers, campaigns, etc.;

Application shall be integrated with call centre for grievance redressal;

Chat facility with call centre agent and one touch call centre hunt line access;

To be active across multiple major mobile platform such as android and iOS; and

NPPF will have its own mobile applications for work flow, reporting, approval, etc.

4.3.5.10 E-Services Portal

The new “E-Services” will be the web-based customer portal through which members will be able to access multiple information with respect to NPPF account.

The portal developed shall have the below mentioned features:

I. Technical Features:

a. The portal shall be developed using latest web-app development technologies available and shall use RDBMS for backend database;

b. The portal shall have appropriate security measure enabled (Ex- SSL certificates, two factor authentications, etc.);

c. APIs: REST/SOAP to be used for interacting with other systems; d. Proposed portal shall work seamlessly in all the latest browsers (Google Chrome, Internet

Explorer 11, Internet Explorer Edge, Firefox); e. Shall have single-code hybrid responsive website and shall be configured to be properly

viewed from computers as well as mobile devices; f. Shall have option for user ID/PF member No./mobile No + OTP based login; g. User interface design having multiple navigation options with search features; and h. Separate login for admin-users with audit report availability.

II. Functional features-

a. My Profile

i. Personal Information System (PIS): All the personal information of the member such as address, contact details, spouse & children details, nominee details, etc. are available for view in the system,

ii. Additional email/mobile no (with OTP validation), iii. Configurable for email & SMS services.

b. Homepage

i. Dashboard-based design, summary view of account in accordion view, ii. One click text links to services.

c. Contact Us

i. Branch address with contact options & google maps links, ii. Single-page view of all contact options.

d. Membership Information

i. Graphical representation & links from product view to important self-servicing tasks;


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ii. Provident Fund: The member to view PF summary and balance. Option to apply for “Benefit Claim” processing shall be available;

iii. Pension: A member to calculate his/her probable pension earning. TDS certificate of pension claim can be downloaded from the site. Options to apply for pension refund and as well as pension benefit processing shall be available;

iv. Loan: Member to calculate their loan eligibility & EMI and apply loan. Member to view their loan details, loan statement & also download loan statement for Personal Income Tax submission;

v. Rental: Members to view the details related to their rented apartment and also download the rental statement. Apply rental application for allotment. Submit housing related complaints and feedback;

vi. Track process: A member to view the progress of his registration/loan application through this option; and

vii. To provide multiple contact options to customers for easier support.

e. Online Services

i. Loan/bill payment (with support & detailed description of payment options); ii. Claim intimation form; and

iii. Service request code-based tracking of all servicing tasks, archival view & step-wise updates and online view for branch based (offline) service requests.

f. Customer Feedback

i. Collect feedback for each service request ID along with generic feedback form.

g. Download Center

i. All forms to have 2 links – email to me, download & do it online form (if available); ii. Give all customer support option for form filling & any inquiries;

iii. Page search filter option; and iv. Event tracking to track downloads of each form.

h. New Features/Sections

i. Notifications: Push notification for important updates to customers; ii. Customer Portal FAQ: Put Q&A options for all the features/services available in the

portal.

4.4 Facility Management

General Scope

a. The detailed scope of work is described below and the bidder(s) shall go through all the requirements in detail. The bidder(s) shall propose a solution which takes into account all business requirements of NPPF specified herein. NPPF reserves the right to change/amend scope of RFP considering NPPF’s requirements.

b. The proposed applications are to be implemented/upgraded in the DC & DRC as per the table mentioned below:

Modules covered under Integrated

Deployment Mode UAT at DC Remarks

DC DRC


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Solution

Provident Fund High availability High availability 20% of prod New implementation

Pension System High availability High availability 20% of prod New implementation

Integrated Accounting

High availability High availability 20% of prod New implementation

LOS High availability High availability 20% of prod New implementation

Fixed Assets High availability High availability 20% of Prod New implementation

Portfolio Management

High availability High availability 20% of prod New implementation

Statutory Reporting and MIS

High availability High availability Nil New implementation

Mobile Application

Standalone Standalone 20% of prod

New implementation

E-services Portal Standalone Standalone 20% of prod New implementation

c. The application (including middleware) has to be factored and provided by the bidder(s);

d. The bidder(s) shall perform all activities for successful implementation of the proposed solution within the agreed contract price between NPPF and the bidder. The bidder shall also present the profile of the resources and the resources shall have extensive experience in implementation/ migration/ up-gradation. The profiles will be as per Annexure 9.10 - proposed team profiles. The bidder shall inform NPPF one month in advance if any of the personnel attached with NPPF's project is leaving and it is the duty of the bidder that the replacement provided shall be equally or more qualified and experienced than the existing personnel. Further, the existing personnel are under an obligation to provide the complete handover to the new personnel;

e. Facilities management is a very critical part of the Integrated Solution (implementation/ migration/ up-gradation/maintenance/technical support etc.) and will be essential for success of the project. It is the responsibility of the bidder to ensure facilities management is provided to NPPF.

f. NPPF will not take any responsibility of any assumptions made by the bidder. It is the responsibility of the bidder to ensure successful implementation of the proposed solution. The bidder is also responsible for the accuracy of the bid and NPPF is not liable for any lacunae, errors or assumptions made by the bidder. The bidder shall ensure:

i. Use of proven products and technologies in the project; ii. Scalability;

iii. Flexibility; iv. Interoperability-open architecture solutions such as XML, LDAP and SOA, etc.; v. 24 x 7 availability; and

vi. Reliability-maintain data integrity and support business continuity.

g. Bidder shall ensure implementation of proposed products as per the scope of work specified in this document and subsequently in the contract.

h. Bidder shall submit complete technical architecture which covers proposed solution. The technical architecture shall specify:

i. Data architecture;


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ii. Application architecture; and iii. Infrastructure required (hardware/network/database license/operating system).

i. The bidder shall conduct quarterly successful DR drills and submit the details DR drill reports to NPPF within 7 days from the completion of DR drill;

j. All customization shall be done by the on-site application support team of the bidder at NPPF premises within time period defined in section 9.12- “Service Level Agreement”. However, bidder may take approval from NPPF for any customization that will require involvement of its off-site support team.

4.5 Provide Support Services

a. Ongoing operations - This section of the on-going operations is broadly classified under three (3) categories of services that the bidder is required to offer:

i. Application management services; ii. Domain services; and

iii. Cross functional services.

Any other tools required by the bidder for offer the services as per the RFP shall be proposed and factored in the bill of material. Bidder should provide portal for call logging/ticket generation for any issues, bug fixing, new features by the end user. User should be able to track the call till closure through this portal. SLA mentioned in the RFP for support services shall be calculated from this portal. SLA report should be generated from the same portal.

i. Application Management Services

The bidder is required to ensure application performance based on the business availability through its proposed solution architecture and environment. Application performance needs to be observed, optimized based on the defined threshold of business operations;

The bidder is required to provide application management services for all the existing & proposed applications;

Support & management of middleware are also a part of bidder's scope;

The bidder shall update the UAT & training servers periodically with updated Integrated Solution data to ensure simulated current environment for UAT & testing of Integrated Solution functionalities;

The Bidder shall be able to synchronize application management with IT infrastructure management. Deliverables for Application support shall include: a) Performance monitoring & management of application;

b) Installation & configuration of application;

c) High availability installation & configuration;

d) Application patch management and version control;

e) Deployment of objects in application server;

f) Trouble shooting application server product related issues;

g) Start, stop, and manage application services;

h) Configure and manage application web server;

i) Configure and manage HTTP/HTTPS;

j) Un-installation and reinstallation of application & middleware;


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k) Service Improvement Plan (SIP) & performance management;

l) User management;

m) Support to any errors and problems;

n) Perform quarterly DC – DR drills;

o) Monitor alert notifications, checking for impending problems, triggering appropriate

actions;

p) Provide ATS support for integrated & other applications; and

q) Support in parameterization of products.

Bidder is expected to provide relevant reports for the previous month in the 1st week of every month and same needs to be jointly reviewed by bidder and NPPF within next 3 working days. The reports shall be benchmarked against the service levels defined in Service Level Agreement, and penalty shall be calculated based on the level of deviation from service levels defined. The bidder is required to submit the list of reports to track performance on service levels for all managed services under scope of this tender.

ii. Domain Services

NPPF have identified number of domain services to support business operations. The bidder is expected to provide support for these domain services as per the defined scope and the corresponding SLAs.

a) Database management

The scope of the database management services includes all data and database management activities on the production, non-production and disaster recovery environment that will be included as part of this service. The expected database management services can be further defined by the following high level service requirements:

Service Requirements Description

Build, Installation Definition/installation/creation of databases with suitable hardening procedures as per NPPF's policy.

Database Performance Management

Fine tune and resolve performance issues through performance tuning and optimizations.

Database Capacity Management

Estimate & recommend database requirements based on performance and Business projections.

Monitoring and administration

Provides the required operational support to monitor NPPF database environments.

Backup and restore Refers to the successful backup and restoration of the database instances as defined by NPPF policy.

Access management Management of the granting, removal, monitoring and editing of access rights allocated to the database environments.

Database ad hoc support Processes to perform database upgrades, performance tuning and repairing a database.

DC and DR testing Create, implement and validate database recovery solutions. Support during DR testing and during actual DR situations.

iii. Cross Functional Services


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Over and above the defined scope of services within the domain services, it is expected that the bidder provide the IT support service management activities required to effectively manage the services required in a consistent, efficient and reliable manner and is able to meet the desired service levels. The cross functional services are mentioned below:

Service Description

Incident management and IT Infrastructure Support Services

Incident management refers to an unplanned interruption to an IT service or a reduction in the quality of service. The objective of incident management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user.

All 1st & 2nd level support will be the Bidder’s responsibility. The bidder shall also take into account that a 24x7x365 support service is required. Bidder will raise tickets with respective OEMs & track the same till resolution for level 3 support.

Change Management and Release Management

Change management will protect the production environment and its services. All changes to configuration Items must be carried out in a planned and authorized manner. This includes identifying the specific configuration Items and IT services affected by the change, deploying the change, testing the change on UAT environment, and having a roll back plan shall the change result in an unexpected state of the Service.

Release management will take a holistic view of a change to an IT service and to verify that all aspects of a Release, both technical and non-technical, are considered.

Service Level Management

Service level management will maintain and gradually improve business-aligned IT service quality through a constant cycle of agreeing, monitoring, reporting, and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service

Software License Management

Manage compliance with all software licenses by monitoring and auditing all software use, regardless of financial responsibility for the software.

a) Performance measurement and reporting

The bidder shall be required to provide reports on a regular basis relating to the performance and quality of the IT services provided and the performance of the service being delivered.

It will be expected that the bidder shall be proactive in identifying avenues for further improvements in the delivery of the services.

Service Requirements Description

General Performance Management

Assess and publish matrix on the quality of services being provided.

Reporting Provide performance management reports to NPPF as per the periodicity mentioned in the RFP or on the mutually agreed periodicity for reports wherein periodicity is not mentioned in the RFP.

The bidder is required to perform the performance analysis of the in-scope application and database.


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b) Incident Management and IT Infrastructure Support Services

The bidder shall not only take precautions necessary to minimize damage from incidents and malfunctions, but also monitor and document these incidents in detail with a view to learn from them. Bidder shall ensure that incidents are reported in time to enable authorities to take appropriate corrective actions to avoid the recurrence of such events in future.

c) Change management and release management:

As part of the change management process the bidder is expected to perform the following activities:

Service Requirements

Description

Initial user request

1. In case of changes required to application software, the user shall submit the requirements to NPPF IT team. The bidder must populate the ‘change requirement’ form.

2. The requirements could relate to changes required in the operational infrastructure to support new/existing requirements or frequent error messages indicating that some parts of the programs are incorrect.

3. The requirements could relate to additional features required to be built in the system or changes forced by the regulatory body as well as suggestions from the relevant stakeholders.

Approval of request

1. Once NPPF provides the go ahead, the bidder along with the bidder team, shall conduct a feasibility analysis.

2. Subject to the outcome of the feasibility study, the request shall be forwarded to the relevant team.

3. An enterprise-wide, standard naming convention for each application’s change requests must be adopted by the Bidder. This naming convention shall clearly and unambiguously highlight the respective application’s name, module name and the version number.

4. The Bidder, shall collate the relevant information to assist NPPF in analysing the change request based on the following:

Criticality and need for program change;

Exploring new ways of getting the same functionality within the existing set up;

Building workarounds;

Effect on other modules/ menu options/ business process – impact analysis; and

Any possible effect on existing control procedures. The bidder shall formally provide its recommendations to NPPF.

Documenting the changes

1. The bidder shall maintain the documentation related to the IT infrastructure and accordingly make the necessary modifications/updates as and when changes are made to programs.

2. The bidder must ensure that the user operating manual as well as system documentation is updated on a timely basis. The responsibility of maintaining the above documents is with the bidder.

d) Service Level Management

The objective of the Service Level Management process is to manage and maintain the quality of IT services delivered to NPPF’s end-users. The process shall also seek to improve the quality of service


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delivered to the end-users by reviewing the level of performance achieved by the facility service managers.

The bidder(s) is expected to design and implement a Service Level Management process to enable both the end-user and the bidder(s) to have a clear understanding of the expected level of delivered services by documenting these goals in formal documents.

The bidder is expected to perform the following activities in relation to Service Level Management with other IT processes:

1. Incident management service assists Service Level Management by: Monitoring and reporting on threshold breaches in agreements and notifying support

officers, when escalations and breaches occur;

Providing information on historical data and trends;

Providing the interface with customers on the level of services provided; and

Recording escalation actions and activities to maintain the service commitment under an

SLA with NPPF.

2. Problem Management service assists Service Level Management by: Identifying the underlying cause of incidents and problems to minimize their recurrence; and

Providing statistics, trends and historical data and assisting with Service Level Management

reporting.

3. Change management service assists Service Level Management by: Providing information on the effect of changes on the IT infrastructure and the impact on

service level targets before and after these changes are implemented; and

Tracking improvement in services since service levels are clearly defined.

4. Configuration management service assists Service Level Management by: Identifying the services affected by faulty configuration implementations;

Identifying components/functions that combine to deliver a business function/service so

that underlying agreements can be set up.

e) Software license management

The bidder shall perform an inventory of software licences as of a particular date. The bidder will develop and maintain a software licence inventory data base which tracks:

1. Whether the licence has been procured by the Application Solution Provider or by NPPF; 2. Whether the licence comprises entitlement for software upgrades, enhancements, refreshes,

replacements, and maintenance; 3. Expiry of licences and contracts.

4.6 Provide hardware infrastructure & network requirement for the solution.

The bidder is required to provide software license management for all the software in NPPF’s IT landscape at DC, DR, branches, Head Office. The end- user devices at these locations are out of scope for the bidder. Provide hardware infrastructure including network requirement and database for the solution. The bidder is required clearly specify the hardware requirement & database requirement which will be required for hosting the applications at DC & DR.

The bidder is required to specify the required hardware components with all the details including:

a. Make & model;


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b. Quantity;

c. Technical specification; and

d. Sizing methodology.

The bidder is required to mention the required database components with all the details including:

a. Database name;

b. Version,

c. Licence quantity based on the database server specification proposed by the bidder;

d. The proposed database shall be same for all the proposed applications as per

mentioned in the financial bill of materials Annexure 9.11.; and

e. Bidder(s) are requested to propose licensed version of RDBMS with ATS.

The Bidder(s) are required to quote the financials of the database which will be a part of the total cost

of ownership (TCO) for evaluation. All the required details have to be provided in Annexure 9.11:

Financial bill of material.

The Bidder(s) are required to quote the financials of the hardware including networking equipment

though the same will not be considered in the TCO (Total Cost of Ownership) for evaluation.

All the required details have to be provided in Annexure 9.11: Financial Bill of Material

4.7 Data Migration

The Bidder will be responsible for successful data migration with all transaction history from the

existing legacy application to the new Integrated Solution. The Bidder will need to migrate the master

data and transactional data from the current system to the new proposed Integrated Solution. The

Bidder partner responsibility will also be to perform the data mapping exercise along with the NPPF.

Data migration is primarily concerned with the transfer of data from the source system to the target

system. It is a subset of Implementation. This section describes the scope for Data Migration from

existing source systems to proposed Integrated Solution. The overview of the Bidder tasks is as

follows:

a. Assisting in formulating the Data Migration strategy and process documentation

b. Performing data mapping exercise of existing solutions with Integrated Solution

c. Providing checkpoint reports to ensure thorough reconciliation of the data, while ensuring data integrity

d. Load the data from existing systems including working excel file into the proposed Integrated

Solution and the other related data storage to proposed solutions to function correctly.

e. Data Upload activity onto the target systems f. Assist in performing checks to ensure data migration success (by way of providing comparator

tools, etc.)

Data Migration Timelines

a. Bidder shall provide Data Migration services until the data is migrated successfully into the production environment and the NPPF goes live on Integrated Solution.

b. Bidder/Lead partner shall provide dedicated support during the data migration exercise in the


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mock/staging environment.

4.8 Activities to be performed by the bidder

The key activities expected from the bidder for each of the application are mentioned above have

been detained in this section, though this list which is indicative not exhaustive

A. Business Process re-engineering

I. Bidder is required to conduct business process analysis of all the existing business processes in detailed and submit BPR report to NPPF.

II. The report has to be discussed and agreed upon during the BPR phase. If any changes suggested by NPPF in BPR report before acceptance, the same has to be incorporated and reflected in the SRS, SIT, customization, development of the Integrated Solution and align the application architecture without any additional cost.

B. System Requirement Study

The bidder shall perform the detailed assessment of the functional requirements & technical requirements as mentioned in the Annexure 9.1: Functional and Technical Requirements and post BPR reports submitted by the bidder. Based on the understanding and its own individual assessment, bidder shall develop & finalize the System Requirement Specifications (SRS) in consultation with NPPF and its representatives. While doing so, bidder at least is expected to do following:

i. Bidder will understand the business processes (while framing the SRS) and validate the understanding from NPPF

ii. Bidder will understand the current IT application portfolio and its functionalities

iii. Bidder shall bring in domain experts during the SRS study.

iv. Bidder shall translate all the requirements mentioned in the document into System Requirements.

v. Bidder shall follow standardized template for requirements capturing.

vi. Bidder must maintain traceability matrix from SRS stage for the entire implementation.

vii. Bidder must get the sign off from divisions. On finalization of Software Requirement Specification (SRS) of each module the bidder has to conduct workshop with the relevant stake holders.

viii. For all the discussion with NPPF team, bidder shall be required to be present in office with the requisite team members.

C. System Design

The bidder shall design the solution architecture and specifications for meeting the requirements

mentioned as part of this RFP. The Bidder shall be entirely responsible for the design and architecture

of the system implemented to satisfy all requirements as described in this document. Bidder is

expected to provide the best solution which can address the requirements mentioned in this RFP.

The system architecture for the applications shall be designed, developed & delivered as per following:

i. General Guidelines


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a) The system architecture should be based on open industry standards and protocols

b) The system will be centrally deployed and globally accessed.

c) The system shall be designed to be scalable and easily extensible.

d) The system should be flexible to cater to changing business, industry and compliance requirements (including reporting requirements in proper formats).

e) Bhutan centric version as required by any of the modules shall be implemented

f) The System should be Unicode complaint.

g) The System to be developed in English.

h) The System should be both vertical and horizontal scalable.

ii. Develop

The bidder shall carefully consider the scope of work and provide an integrated application solution, and mix of Custom Development and Products with Customizations that best meets the NPPF’s requirements. Considering the scope set in this RFP, the bidder shall carefully consider the solutions it proposes and explicitly mention the same in the Technical proposal.

a) The successful bidder will be responsible for supplying the application, licenses, database and related software, integration tools and installing the same so as to meet NPPF’s requirements mentioned in various sections of this RFP.

b) Bidder shall provide provision for procurement of licenses in a staggered manner as per the indicative transaction volumes. However, the transaction parameters are computed based on certain assumptions and these assumptions might undergo a change which might impact the overall transaction volumes. As these projections are on estimations, the procurement shall be on the basis of actual requirements. Bidder is expected to suggest the approach which can address this business eventuality when actual transaction volume is marked different from that of indicative transaction volume.

c) Bidder shall also supply any other tools & accessories required to make the Integrated Solution complete as per requirements. For the Integrated solution, the Bidder shall supply:

Software & licenses

Supply tools, accessories, documentation and provide a list of the same. Tools and accessories shall be part of the solution.

Supply latest supported version of Database Software to support the Integrated Solution and any other software, tools and built-in/add-on application.

Product Documentation (both soft copy and hard copy) to be supplied along with licenses and shall include but not limited to following:

o Technical manuals

o Installation guides

o User manuals

o System administrator manuals

o Toolkit guides and Troubleshooting guides

iii. Integration


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i. The bidder shall integrate the solution with all the functional modules based on the integration approach finalized in consultation with NPPF.

ii. Bidder to ensure the envisaged systems comply to interface requirements of NPPF.

iv. Testing

The bidder shall provide the Testing strategy including traceability matrix, Test Cases and conduct testing of various components of the software developed/customized (e.g. including conference room pilots, unit tests, System integration tests, Stress tests, Security Testing and final user acceptance test.). Details of the testing strategy and approach should be provided in the response. The bidder is responsible to identify and inform the NPPF regarding testing requirements and impacts.

Bidder shall provide complete support to NPPF team or their representatives at the time of user acceptance testing. It would be bidder’s responsibility to ensure that all issues raised during UAT are closed and signed-off from respective authority.

a. Testing and Acceptance Criteria

Bidder shall demonstrate the following mentioned acceptance criteria prior to acceptance of the solution in respect of scalability and performance. Bidder shall properly define all the envisaged requirement parameters for acceptance. In case required, parameters might be revised by NPPF in mutual agreement with bidder and the revised parameters shall be considered for acceptance criteria.

b. Solution Acceptance Criteria

User Acceptance Test

o The solution must pass User Acceptance Test and issues raised during UAT are closed with proper sign-off. In case of any unresolved issues, the bidder needs to take confirmation from NPPF management before Go Live.

o The solution should meet the requirements in functional requirements and SRS

o The solution should meet the entire functional requirement as mentioned in RFP and finalized in SRS stage

o The solution should meet the technical requirement as mentioned in this RFP

o Any deviations / discrepancies / errors observed during the testing phase will be formally reported to the bidder and the bidder will have to resolve them immediately or within 2 working days.

o The bidder will be responsible for maintaining appropriate program change control and version control for all the modifications / enhancements carried out during the implementation / testing phases.

o The bidder will be responsible for providing and updating system & user documentation as per the modifications.

v. Training

System Administration training, End users training, Core team should be conducted in such a manner that sufficient knowledge is transferred to NPPF to enable NPPF independently take care of the implemented solution after end of the post go-live support period. Bidder shall follow ‘train the trainer’ approach.

The Bidder needs to consider the following -

i. For each application implemented, the bidder is required to train the designated NPPF’s technical and end-user staff to enable them to effectively operate and perform the services using the


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integrated solution. The bidder shall also be responsible for re-training the employees whenever changes are made in the software.

ii. Training plan has to be prepared prior/or in parallel as desired by NPPF to go-live of the solution

iii. Bidder should at least provide Product Training, Technical training, End User training, etc.

iv. Training sessions are required to be conducted both prior and after the go-live of the applications.

v. Training shall be conducted prior to UAT in NPPF’s Head Office or location specified by NPPF.

vi. To achieve training objectives and appropriate knowledge transfer, hands on computer based training may be a part of each training module.

vii. Each training session must be accompanied with training material in softcopy/hardcopy, distributed in advance to the selected set of trainees.

viii. All training manuals shall have to be updated with changes to the application after changes in the post Go-Live phase have been finalized.

ix. The Integrated solution should have help menu for the end user.

x. The bidder will provide a detailed training methodology & schedule to the NPPF for review and sign – off prior to commencement of the training. A proposed training schedule is given below –

Sl. No.

Training Type No. of trainees per batch

No. of Batches

Min. No. of Days per Batch

1 Integrated Solution(System Administration Training) 8 2 5

2 Integrated Solution(Core Team Training) 20 3 10

3 Integrated Solution(User Training) 20 6 5

4 Mobile Application Technical Training 8 1 5

5 E-Services Portal Technical Training 8 1 5

xi. The bidder will be responsible for preparing, circulating and collecting training feedback forms from the participants.

xii. The feedback forms will be prepared by the bidder, reviewed and given to the NPPF. The changes, if any, suggested by the NPPF or its consultants, should be incorporated and implemented by the Vendor.

II. Go-Live Preparedness and Go-Live

i. Bidder shall prepare and agree with NPPF, the detailed plan for Go-Live with details of modules.

ii. The Bidder shall define and agree with NPPF, the criteria for Go-Live and the timelines for the same.

iii. Corrective measures should be implemented by the bidder under technical supervision of Integrated Application Solution.

iv. Bidder shall submit signed-off UAT report (issue closure report) ensuring all issues raised during UAT are being resolved/ or suitable workaround provided prior to go-live.

v. Bidder shall ensure that Go – Live criteria as mentioned in Go – Live plan is met and take approval from NPPF team on the same.

vi. Go-live of the application shall be done as per the finalized and agreed upon Go-Live plan

vii. Bidder shall be responsible for rolling-out the said solution in new branch/ location opened by NPPF during the contract period of the bidder.


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5. Project timelines

The bidder is required to adhere to the project timelines mentioned below:

i. Onboarding of resources

The project & team leads shall be mobilized and on-boarded within 1 (one) week of signing of contract by NPPF & Bidder.

The project team shall be mobilized and on-boarded within 1 (one) month of signing of contract by NPPF & Bidder.

ii. Solution Implementation

The proposed solution shall be Go-live at DC & DR within 9 (Nine) months of signing of contract by NPPF & Bidder.

The successful bidder will provide support as per the scope of the RFP till the tenure of the contract.

The following timelines are envisaged by NPPF. However, NPPF is open to suggestion from bidder on the timeline but the discretion to accept the suggested timeline is entirely with NPPF.


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S.no Milestones Activity Timeline

D+7 D+60 D+90 D+150 D+180 D+240 D+270 D+360 Y1 Y2 Y3 Y4 Y5

1 On boarding of Project & Team Leads

The Project & Team leads shall be mobilized and on-boarded within 1 weeks from signing of contract agreement

2 Finalization of BPR

Completion of Business Parameterization through finalization of Business Process Re-engineering.

3 Finalization of SRS

Completion of Gap analysis & finalization of Customization requirement

4 Solution Development

Completion of the solution Development by the bidder

5 SIT Completion of System Integration Testing of the software

6 UAT, Training , and Migration

The proposed solution shall be deployed at DC & DR within 6 months from signing of contract agreement for UAT, Training & Migration and Testing

7 Go-live Go-live shall be completed within 9 months from signing of contract

8 Stabilization Phase

The stabilization phase will be for 90 days post go-live

9 Ongoing Operations

The bidder will provide the ongoing operations support till the tenure of the contract


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The bidder shall note that the installation of tools must not impact the functioning of NPPF’s existing solutions

5.1 Deliverables

Here D is date of issuance of PO to the selected bidder.

Key Activities Should be

completed before:

Indicative Deliverables

Project Initiation including:

The Bidder shall submit the detailed

project plan detailing the activities

required at least for the following

parameters:

• Proposed start date & end date for

each activity within the schedule as

per Milestones, Deliverables &

Timelines

• Stakeholder (if any) responsible for

execution of each of the activity

• On Boarding of project teams.

D+7 days Project Charter and Project Plan

Conduct Business Process Re-engineering D+60 Days BPR report and sign-off

Design of System Architecture and

Preparation of SRS document and

requirement gathering

D+90 Days Signed-off System Requirements Specification (including system architecture, Authorization and access control specification document etc.)

Development :: Completion of the solution

by the bidder

D+150 days Solution Prototype

System Blueprinting Document

System administration, User manual and other documents

System Integration Testing D+180 days Integration plan document

UAT, Training and Data Migration D+240 days UAT::

Testing Plan

Test Cases

Test Results

Issue log closure report

Other Technical documentation

Training::

Training material for the user and user manual.

Feedback form Migration::

Data Migration plan


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Master data templates

Data Migration completion report

Go-Live D+270 days Go Live Plan

Stabilization Period D+360 days Report on issues resolved during this period

On-going operation 5 years Reports to be submitted as per RFP


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6. Evaluation process

6.1 Objective of evaluation process

a. The objective of the evaluation process is to evaluate the proposals to select an effective and right fit solution at a competitive price. The evaluation will be undertaken by an Internal Committee formed by NPPF. NPPF may consider recommendations made by External Experts/ Consultants on the evaluation. The decisions of the Committee shall be final and binding.

b. Each recipient acknowledges and accepts that NPPF may, in its sole and absolute discretion, apply whatever criteria it deems appropriate in the selection of solution, not limited to those selection criteria set out in this RFP document.

c. Through this RFP, NPPF aims to select a bidder/ application provider who would undertake the supply, implementation and maintenance of the required solution. The bidder shall be entrusted with end-to-end responsibility for the execution of the project under the scope of this RFP. The bidder is expected to commit for the delivery of services with performance levels set out in this RFP in section 7: Service Levels.

6.2 Normalization of bids

NPPF will go through a process of technical evaluation and normalization of the bids to the extent possible and feasible to ensure that Bidder(s) are more or less on the same technical ground. After the normalization process, if NPPF feels that such normalization has a bearing on the financial bid; NPPF may at its discretion ask all the technically shortlisted Bidder(s) to resubmit the updated technical bids for scrutiny. NPPF can repeat this normalization process at every stage of technical evaluation till NPPF is reasonably satisfied. The Bidder(s) agree that they have no reservation or objection to the normalization process and all the technically short-listed Bidder(s) will, by responding to this RFP, agree to participate in the normalization process and extend their co‐operation to NPPF during this process. The Bidder(s), by submitting the response to this RFP, consent to the process and conditions of the normalization process. Any non-compliance to the normalization process may result in disqualification of the bidder concerned.

NPPF may drop any solution during normalization period prior to finalization of order or delay its procurement at NPPF’s sole discretion. For delayed implementation of an application cost of application & ATS etc. will be calculated on pro-rata basis for the remaining contract period of SI.

NPPF may call for any clarifications/ additional particulars required, if any, on the technical/ financial bids submitted. The bidder has to submit the clarifications/ additional particulars in writing within the specified date and time. The bidder’s offer may be disqualified, if the clarifications/ additional particulars sought are not submitted within the specified date and time. NPPF reserves the right to call for presentation(s) on the product, prototype, product walkthroughs, on the features of the solution offered etc., from the bidder(s) based on the technical bids submitted by them.

6.3 Technical Evaluation Process

Initially only the ‘Technical Bids’ will be opened and evaluated as per the procedures in vogue. All technical bids will be evaluated and a technical score would be arrived at.

In second stage, only those bidder(s), who have qualified in the technical evaluation, shall be invited


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for financial evaluation.

6.3.1 Preliminary examination of offers

NPPF will scrutinize the offers to determine their completeness (including signatures from the relevant personnel), errors, omissions in the technical & financial offers of respective bidder(s). NPPF at its sole discretion, waive any minor non- conformity or any minor deficiency in an offer. NPPF reserves the right for such waivers and NPPF’s decision in the matter will be final and binding, no recourse whatsoever.

6.3.2 General eligibility criteria

NPPF shall scrutinize the eligibility bid submitted by the bidder(s). A thorough examination of supporting documents to meet each eligibility criteria (Annexure 9.4) shall be conducted to determine the eligible bidder(s). Bidder(s) not complying with any of the eligibility criteria are liable to be rejected and shall not be considered for technical evaluation.

The bidder meeting the general eligibility criteria as per Annexure 9.4 shall be considered for technical evaluation. Any credential/supporting detail mentioned in “Annexure 9.4 – confirmation of eligibility” and not accompanied by relevant proof documents will not be considered for evaluation. All credential letters shall be appropriately bound, labeled and segregated in the respective areas.

6.3.3 Technical evaluation criteria

The technical proposals of only those bidder(s) shall be evaluated who have satisfied the eligibility criteria bid. NPPF may seek clarifications from the any or each bidder as a part of technical evaluation. All clarifications received within stipulated time shall be considered for evaluation. In case a clarification is not received within the stipulated time, the respective technical parameter would be treated as non-compliant and will not be taken for evaluation.

NPPF officials may carry out reference site visits to collect feedback with the existing customers of the bidder or its consortium partner during the technical evaluation process. The inputs that have been received from the customer would be considered by the NPPF and this might not need any documentary evidence. The proposal submitted by the bidder(s) shall, therefore, be evaluated on the following criteria:

Parameter Maximum Score

Functional and technical requirements evaluation annexure (9.1)

50

Bidder’s capability & experience 10

Quality of proposed work plan 10

Quality of manpower 20

Technical Presentation and Product Demonstration

10

Total 100

Bidder shall ensure that any critical noncompliance against Annexure 9.1-Functional & Technical Specifications may lead to disqualification.


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Bidder(s) scoring a minimum score of 80% i.e. an overall score of 80 marks or more will be declared technically qualified. Detailed technical evaluation parameters:

Sr. No.

Technical Evaluation

Evaluation Approach

1 Compliance to Annexure 9.1 – Functional & Technical requirements

The bidder is required to submit the compliance to Annexure 9.1- Functional & Technical requirements. (Maximum Marks 50)

Note:

Deviations and non-conformance to requirements in the RFP shall be penalized

Unreasonable scope limitations which defeat the purpose of this RFP shall lead to reduction in scores or even possibility of disqualification of the bidder. This will be at the sole discretion of NPPF.

All proposed applications shall individually comply with mentioned functional with a minimum score of 80%.

Each functional and technical requirement list under Annexure 9.1 carries maximum of 5 points.

The total marks of the annexure will be scaled down on a scale of 50 marks.

2 Bidder’s capability and experience

The bidder or its consortium member shall have prior experience in application implementation and support of Provident Fund or Pension solutions with minimum PF member base 50,000 (Fifty Thousand). (5 Marks)

In case the bidder or its consortium member does not have experience in a single organization for both Provident Fund and Pension Solutions, then bidder or its consortium member may submit credential of two separate organizations with minimum member base of 50,000 (Fifty Thousand) for each organization.

The bidder or its consortium members shall have prior experience in application implementation and support of Provident Fund or Pension solutions in at least one organization with minimum member base 50,000 (3 Marks).

The bidder or its consortium members shall have prior experience in application implementation and support of Provident Fund or Pension solutions in two or more organization with minimum member base 50,000 (5 Marks).

The bidder or its consortium members shall have prior experience in application development, implementation and support of following applications in BFSI sector (5 marks):

1. Mobile application;

2. Internet application;

3. LOS/LMS; and

4. Integrated ERP solution.

If the bidder or its consortium members have prior experience in


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Evaluation Approach

application development, implement and support of all the applications in BFSI sector with only 1 installation. (3 marks).

If the bidder or its consortium members have prior experience in application development, implement and support of all the applications in BFSI sector with 2 or more installation (5 marks).

Bidder is required to provide past deployment details and also share the relevant supporting document i.e. relevant credential letters or purchase order with the customer’s confirmation on having executed the purchase order to satisfaction.

The total marks of the annexure will be scaled down on a scale of 10 marks.

3 Quality of proposed Work Plan

Total Marks-10

Bidder (s) compliance to Project Time Lines and deliverables as proposed in the RFP

Bidder (s) implementation plan for the project

Bidder’s proposed methodology/approach for providing services to NPPF with respect to the scope of work

Value addition by bidder by continuously helping in improving operations through its solution

Quality of Bid response

4 Quality of proposed manpower

The total marks will be scaled down on a scale of 20 marks.

(Maximum Marks 20)

Experience of the project manager (10 marks)

If project manager has experience in at least one client as project manager for Pension or Provident Fund application (7 marks)

If project manager has experience in more than one client as project manager for Pension or Provident Fund application (10 marks)

Experience of the application consultant(s)-functional (10 marks)

If the application consultants have relevant experience in at least one client as application consultant - functional of the applications LOS, accounting module, investment module, integration of the systems and internet banking or mobile application (7 marks)

If the application consultants have experience in more than one client as application consultant - functional of the applications LOS, accounting module, investment module, integration of the systems and internet banking or mobile application (10 marks)

Experience of the application consultant(s)-technical (10 marks)

If the application consultants have relevant experience in at least one client as application consultant - technical for Pension or Provident Fund application, LOS, accounting module, investment module, integration of the systems and internet banking or mobile application (7 marks)

If the application consultants have relevant experience in more than one client as application consultant - technical for Pension or Provident fund application, LOS, Accounting Module, investment


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module, integration of the systems and internet banking or mobile application (10 marks)

Experience of the level 2(L2) Support (5 marks)

Application Management:

if L2 personnel have more than three years of relevant experience as L2 Support for Application and Interface Management in similar BFSI projects (3 marks)

if L2 personnel have relevant experience of >5 years as L2 Support for Application & Interface Management in similar BFSI projects (5 marks)

Experience of the level 1(L1) Support (5 marks)

Application Management:

if L1 personnel have >1 years of relevant experience as L1 Support for Application and Interface Management in similar BFSI projects (3 marks)

if L1 personnel relevant experience is >3 years as L1 Support for Application & Interface Management in similar BFSI projects (5 marks)

Detailed CVs of the above resources personnel clearly showcasing the relevant experience shall be submitted for evaluation.

5 Technical Presentation and Product Demonstration

All eligible Bidder(s) will be required to make presentations to supplement their proposals and to showcase overall solution proposed including prototype and product life cycle. NPPF shall schedule presentations and the time and location will be communicated to the Bidder(s). Failure of a bidder to make a presentation will result in rejection of the proposal

Bidder is also expected to demonstrate the product’s capability and applicability to NPPF as per the RFP requirements.

The same criteria used for evaluation of functional specifications will be applied for evaluation of product demonstration. In case where the requirements in Annexure 9.1: Functional and Technical Specifications is responded as ‘F’ and is not demonstrated by the bidder(s) (on NPPF’s request), then the corresponding responses would be changed to ‘N’ in Annexure 9.1: Functional and Technical Specifications. NPPF, at its sole discretion, shall penalize the bidder by deducting 5% from the total score if such case is observed. Maximum Marks 10)

6.4 Financial evaluation

The financial bids for those Bidder(s) who qualified technical bid evaluation shall be considered for financial bid opening and its evaluation.

The format for quoting financial bid set out in Annexure 9.11- “Financial Bill of Material”. The financial


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offer shall be quoted as per the contents stated in Annexure 9.11. Bidder must provide detailed cost breakdown, for each and every category mentioned in the financial Bill of Material. The quoted cost shall also include the cost of deliverables for all the phases of the Project.NPPF will determine whether the Financial Bids are complete, unqualified and unconditional. The technically qualified Bidder(s) will be required to participate in the financial bid opening. Omissions, if any, in costing of any item shall not entitle the bidder to be compensated and the liability to fulfil its obligations as per the Scope of the RFP within the total quoted price shall be that of the Bidder.

The bidder with the lowest financial will be declared L1 (Lowest One or Lowest evaluated) bidder and

shall be considered for awarding the Contract.

Financial Bid evaluation considerations

Financial bid valuation shall be considered as below in case of any kind of discrepancy:

a. If there is a discrepancy between words and figures, the amount in words shall prevail;

b. If there is a discrepancy between percentage and amount, the amount calculated as per the stipulated percentage basis shall prevail;

c. Where there is a discrepancy between the unit rate and the line item total resulting from multiplying the unit rate by the quantity, the unit rate will govern;

d. Where there is a discrepancy between the amount mentioned in the proposal and the line item total present in the schedule of prices, the amount obtained on totalling the line items in the Bill of Materials will prevail;

e. The amount stated in the correction form, adjusted in accordance with the above procedure, shall be considered as final and binding;

f. If there is a discrepancy in the total, the correct total shall be arrived at by NPPF;

g. In case the bidder does not accept the correction of the errors as stated above, the bid shall be rejected and EMD shall be forfeited. NPPF shall not incur any liability to the affected bidder on account of such rejection;

h. At the sole discretion and determination of NPPF, it may add any other relevant criteria for evaluating the proposals received in response to this RFP;

i. During the process of technical/financial evaluation if NPPF decides to withdraw any collateral item offered in the proposal, the financial value of that item will be reduced from the financial offer of all the Bidder(s) and Total Cost of Ownership will be recalculated accordingly;

j. NPPF may, at its sole discretion, decide to seek more information from the bidder(s) in order to normalize the bids. However, Bidder(s) will be notified separately, if such normalization exercise as part of the technical evaluation is resorted to; and

k. The financials will be calculated till two decimal points only. If the third decimal point is greater than .005 the same shall be scaled up else it shall be scaled down to arrive at two decimal points. NPPF will make similar treatment for 4th or subsequent decimal point to finally arrive at two decimal points only.

6.5 Evaluation Mechanism

Final Evaluation – The bidder with the lowest financial will be declared L1 (Lowest One/ Lowest Evaluated) bidder and shall be considered for awarding the Contract.


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The NPPF will conduct financial evaluation on Total Cost of Ownership (TCO) to the NPPF which includes Application License, Implementation, Migration, and Customization, Training cost, Facility Management cost, ATS for Software, Professional Services and Database Cost.

In case of tie-up in financial evaluation the bidder scoring highest technical score will be declared as successful bidder.

Bidder who is declared L1 may be called for negotiation before awarding the contract. If the negotiation fails to result in an acceptable contract, NPPF shall invite the next ranked bidder for negotiation. Once negotiation commence with the next ranked bidder, NPPF shall not reopen the earlier negotiation with the 1st bidder. The selected bidder after the negotiation of contract, is hereafter referred as “The bidder”.

NPPF reserves the right to float the RFP again. NPPF shall not incur any liability to the bidder(s) on account of reissue of RFP. NPPF shall not be obliged to inform the bidder(s) of the grounds for NPPF's rejection. NPPF reserves the right to modify any items of the scope of the RFP. The RFP may be reissued on account of any of the following:

a) If none of the Bidder(s) qualify in the technical bid evaluation;

b) If only one bidder qualifies in the technical bid evaluation; and

c) If the negotiation on financial bid fails with the technical qualified Bidder(s). If successful bidder fails to execute the system integration agreement within the time limit stipulated. Any decision in this regard by NPPF shall be final, conclusive and binding on the Bidder(s).


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7. Service Levels

NPPF intends to select the bidder who shall have a common vision to deliver high quality of services to the users.

Definition of terms used in this section are as follows:

a. “Downtime” means the time period for which the specified services with specified service standards are not available to NPPF’s users and excludes the scheduled outages planned in advance and the bandwidth link failures;

b. “Incident” means any event / abnormalities in the functioning of the specified services that may lead to deterioration and disruption in normal operations of NPPF’s services; and

c. “Resolution Time” means time taken in resolving (diagnosing, troubleshooting and fixing) an incident after it has been reported to the helpdesk. The resolution time shall vary based on the category of the incident reported to the service desk. The category shall be defined and agreed between NPPF and bidder through a separate document.

The following are some of the requirements related to managing the service levels to be maintained in providing such services.

7.1 Service Level Agreement (SLA) and Targets

This section includes the SLAs which NPPF requires the bidder to manage as key performance indicators for the scope of work. The objective of the SLA is to clearly define the levels of services to be delivered by the bidder to NPPF during the contract period.

The following section reflects the measurements to be used to track and report performance on a regular basis. The targets shown in the following sections are for the period of contract or its revision, whichever is earlier.

7.2 Service Level Targets (Post Stabilization Phase)

After completing the stabilization phase, the SLA targets for the project are specified under Annexure 9.12 – “Service Level Agreements (SLAs)”. This phase shall continue till the expiry of the contract period, unless the same is terminated earlier through prior written notification to either party. 1. Stabilization phase shall be considered as set of one-time activities to be performed by the bidder

for moving towards on-going steady state. The SLAs for post-stabilization phase is grouped into three broad performance areas: Functional availability;

2. Helpdesk; and 3. Project timeline.

7.3 Service Level Measurement

NPPF has defined the scope of services and corresponding SLAs in Annexure 9.12- “Service Level Agreements (SLAs)”. NPPF shall evaluate the performance of the bidder on these SLAs compliance as per the periodicity defined.

The bidder shall provide, as a part of monthly evaluation process, reports (as mentioned in Annexure 9.13- “Reports”) to verify the Bidder’s performance and compliance with the SLAs. These reports are


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indicative and NPPF can request additional reports without any additional cost to meet its requirements. Automated data capturing and reporting mechanism will be used for SLA reporting. The bidder shall allow access to the monitoring/reporting tool to authorize user groups from NPPF.

If the level of performance of the bidder for a particular metric fails to meet the minimum service level for that metric, it shall be considered as a service level default.

Note: All service level penalties will be reconciled at the end of every period.

7.4 Penalty Cap

Overall combined cap for penalties & late delivery charges over the tenure of the contract will be maximum of 10% (ten percent) of the overall contract value. However, NPPF retains the right whether to impose any penalty based on the circumstances of default committed by the bidder.

7.5 Service Level Penalties

The service level penalties have been detailed under each SLA. Please refer to Annexure 9.12.

7.6 Exceptions

NPPF shall not hold the bidder responsible for a failure to meet any service level if it is directly attributable to:

a. Execution of the disaster recovery plan/business continuity plan for which NPPF declared disaster situation; or

b. Any inability of other established third-party bidder or service provider of NPPF, to fulfill the requirements as per the contract.


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8. Instructions to the Bidder(s)

8.1 Submission of Bids

The original proposal (Technical Proposal and Financial Proposal) shall contain no interlineations or overwriting, except as necessary to correct errors made by the bidder itself. The person who signed the Proposal shall put initials against any corrections carried out in the document. Submission letters for the Technical and Financial Proposals shall respectively be in the format stated in Instructions to Bidder (s) under Clause 8.2 and 8.3

An authorized representative of the bidder shall put initial on all pages of the original Technical and Financial Proposals. The authorization shall be in the form of a written power of attorney accompanying the Proposal or in any other form demonstrating that the representative has been duly authorized to put initials or sign on the document. The signed Technical and Financial Proposals shall be marked “Original”.

8.1.1 The Technical Proposal shall be marked “Original” or “Soft Copy” as appropriate. The Technical Proposals shall be sent to the addresses referred to Clause 1.1(Request for Proposal). All required copies of the Technical Proposal are to be made from the original. If there are discrepancies between the original and the soft copies of the Technical Proposal, the original shall govern.

8.1.2 The original hard copy and soft copy of the Technical Proposal shall be placed in a sealed envelope clearly marked “Technical Proposal”. Similarly, the original Financial Proposal shall be placed in a sealed envelope clearly marked “Financial Proposal” followed by the reference number and name of the assignment (Integrated Solution Project), and with an instruction “DO

NOT OPEN WITH THE TECHNICAL PROPOSAL.” The envelopes containing the Technical and Financial Proposals shall be placed into an outer envelope and sealed. This outer envelope shall bear the submission address, reference number and title of the assignment (Integrated Solution Project), and shall clearly mark “CONFIDENTIAL – DO NOT OPEN, EXCEPT IN THE PRESENCE OF THE APPOINTED

OPENING OFFICIAL(S), BEFORE [insert the time and date of the submission deadline indicated in the Request for Proposal]”. NPPF shall not be responsible for misplacement, loss or premature opening if the outer envelope is not properly sealed and/or marked as stipulated. This circumstance may be the case for rejection of proposal. If the Financial Proposal is not submitted in a separate sealed envelope duly marked as indicated above, this shall constitute grounds for declaring the Proposal as non-responsive. 8.1.3 All inner envelopes shall:

(a) Be signed across their seals by the person authorized to sign the Proposal on behalf of the bidder;

(b) Be marked “ORIGINAL” or “SOFT COPY”; and (c) Indicate the name and address of the bidder to enable the Proposal to be returned

unopened in case it is declared late pursuant to paragraph 8.1.5 hereunder. 8.1.4 All inner and outer envelopes shall be sealed with adhesive or other sealant which will

prevent re-opening. 8.1.5 The Proposals shall be delivered by hand or by registered post in sealed envelopes to the

address/addresses indicated in Clause 1.1 RFP and received by NPPF no later than the time and the date indicated in Clause 1.1 RFP, or any extension to this date in accordance with. Any proposal received by NPPF after the deadline for submission shall not be entertained and subsequently shall be returned unopened to the bidder.


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8.1.6 The language in the Bid shall be in English. 8.1.7 The tender document not submitted in the prescribed format or if it is incomplete in any

aspect shall be rejected. NPPF is not responsible for non-receipt of bid within the specified date and time due to any reason including postal delays or Government holidays.

8.2 Submission of Technical Bid

a. All the formats need to be filled in exactly as per the pro -forma given in the Annexures and any deviation is likely to result in rejection of the proposal.

b. NPPF shall not allow/permit changes in the technical specifications once it is submitted.

c. The offer may not be evaluated by NPPF in case of non-adherence to the format or partial submission of technical details as per the format given in the RFP.

d. Non-submission or partial submission of the information along with the offer may result in disqualification of the bid.

e. The technical proposal must not contain any price information.

f. The technical proposal shall comprise:

i. Cover letter in Company’s letter head duly signed by authorized signatory with name, title and seal (copy of power of attorney to be submitted);

ii. Filled functional & technical specification (Annexure -9.1);

iii. Bid form (Annexure -9.2);

iv. Bidder’s information and consortium partner information (Annexure-9.3);

v. Confirmation to eligibility criteria (Annexure -9.4);

vi. Letter of confirmation (Annexure-9.5);

vii. Bidder’s proposed methodology/approach for providing services to NPPF with respect to the scope of work and the same shall be presented to NPPF team during technical presentation;

viii. Balance sheet & P/L statement of last three financial years;

ix. A copy of registration certificate;

x. Letter of conformity to hardcopy (Annexure-9.6);

xi. Manufacturer’s authorization form for RDBMS and other relevant application (Annexure- 9.7);

xii. Technical offer details;

xiii. Masked Financial bill of material (Annexure-9.11);

xiv. Proposed team profile (Annexure- 9.10);

xv. Proposed consortium details (Annexure-9.17);

xvi. Properly signed on legal stamp/non-judicial paper/legally acceptable document with company seal on Integrity pact with witness(Annexure-9.15);

xvii. Staffing schedule (Annexure-9.18);

xviii. Work schedule (Annexure-9.19);

xix. Team composition (Annexure-9.20);

xx. EMD as stated in the Clause 1.1 (RFP); and


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g. Other documents / information as requested in this RFP.

h. All the inner and outer envelopes shall be addressed to NPPF at the address given below:

Chief Executive Officer National Pension and Provident Fund Head Office

Chubachu, Thimphu, Bhutan.

i. If any inner envelope is found to contain both technical and financial proposals, the bid shall be rejected.

j. Telex, cable, facsimile or e-mail Bids will not be accepted.

8.3 Submission of Financial Proposal:

a. The financial proposal must contain duly filled Annexure 9.11: “Financial Bill of Material” in hard copy along with the soft copy of Annexure 9.11: “Financial Bill of Material”.

b. The bidder shall certify that the contents of the soft copy are the same as that of the hard copy. The declaration by the bidder shall be in the format provided under Annexure 9.6: “Letter of conformity to hardcopy”.

8.4 Non-Transferable Tender

The tender document is not transferable to any third party. Only the bidder who has submitted the necessary RFP price shall be eligible for participation in the bidding process.

All the terms and conditions stipulated in the RFP shall be binding on all the Bidder(s) and shall form a part and parcel of the contract document, to be signed by the bidder on the outcome of this tender process.

8.5 Erasures or Alterations

The offers containing unauthenticated erasures or alterations shall not be considered. Therefore, there shall be no unauthenticated hand-written material, corrections or alterations in the offer. If such unauthenticated erasures or alterations are present, there shall be initials against each alteration by the competent person or persons authorized for signing the bid. Any deviation may lead to the rejection of the bid.

8.6 Cost of Bidding

The bidder shall bear all costs associated with the preparation and submission of its bid and NPPF in no case shall be responsible or liable for any of these costs, regardless of the conduct or outcome of the bidding process.

The bidder is expected to examine and clearly understand all instructions, stipulations made in the annexures, scope of the work, terms and conditions, etc. specified in the bidding documents.

8.7 Clarification of RFP

A prospective bidder requiring any clarification on the RFP may notify NPPF in writing, by e - mail at NPPF’s mailing address indicated in the RFP. NPPF will respond in writing to any request for


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clarification of the RFP which it receives prior to the date of pre-bid meeting.

8.8 Pre-Bid Meeting

a. The prospective Bidder(s), who wish to participate in this RFP/tender shall be permitted to attend a pre -bid meeting to be held as indicated in the RFP after publication of RFP and well before the last date for receipt of bids.

b. The purpose of the meeting is to provide clarifications to issues and answers to questions on matters relating to the bid document. The bidder shall submit the issues/questions in writing prior to meeting. NPPF will have liberty to invite any outside agency, wherever necessary, to be present in the pre-bid meeting to reply to the technical queries of the Bidder(s) in the meeting.

c. Any modification of the RFP, which may become necessary as a result of the pre-bid meeting, shall be made by NPPF exclusively through the issue of an addendum and will be published on the website of NPPF, allowing at least one week prior to the last date of submission of bids.

8.9 Amendment in RFP

At any time prior to the deadline for submission of bids, NPPF, for any reason, whether at its own initiative or in response to a clarification requested by a prospective Bidder, may modify the RFP by amendment, if necessary.

The addendum shall be published on NPPF’s website and shall be final and binding. It is bidder’s responsibility to check NPPF’s website for any amendment published and make necessary changes to the RFP as required. NPPF may at its discretion extend the deadline for the submission of bid to allow prospective Bidder(s) reasonable time for taking the amendment into account in preparing the bid.

NPPF has the authority to cancel the entire RFP process at its own discretion during the evaluation process.

8.10 Language of the Bid

The bid prepared by the Bidder, all correspondence and documents relating to the bid exchanged by the bidder & NPPF shall be in English.

8.11 Bid Validity

The bid shall remain valid for 180 days from the date of opening of Technical Bid.

8.12 Cost of RFP Document

a. The bidder(s) is required to furnish a non-refundable fee of BTN 10,000/- or equivalent value in country of origin (Including of all bank charges in Bhutan, if any) as a cost of RFP document/tender fee in the form of demand draft/ cash warrant/ electronic fund transfer (only for International Bidder); and

b. In case of electronic transfer, the tender fee shall be in the form of an electronic fund


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transfer at NPPF Expense Account No. 100909374, maintained with Bank of Bhutan Limited, Swift Code: BHUBBTBT, Thimphu, Bhutan (evidence of the transfer shall be enclosed in the bid) or demand draft issued by any commercial banks recognized by the Central Banks and valid for 90 days beyond the validity of the bid.

8.13 Bid Security – Earnest Money Deposit

c. The bidder(s) shall furnish an amount of BTN 1,000,000/- (BTN one million only) as bid security or equivalent value in country of origin (Including of all bank charges in Bhutan, if any);

d. Any bid not accompanied by EMD during bid submission in accordance with Clauses-8.12(a) and 8.13 (c) above will be rejected by NPPF as non-responsive bid;

e. A bidder holding a Bhutanese license, the EMD shall be in Ngultrum and shall be in the form of demand draft/cash warrant issued by any commercial bank(s) domiciled in Bhutan;

f. A bidder holding International license, the EMD shall be in the form of an electronic fund transfer to NPPF Expense Account No. 100909374, maintained with Bank of Bhutan Limited, Swift Code: BHUBBTBT, Thimphu, Bhutan (evidence of the transfer shall be enclosed in the bid) and amount shall be credited before the opening of technical proposal;

g. While refunding the EMD to unsuccessful Bidder(s), the amount shall be refunded after net off bank charges);

h. The bid security submitted by the bidder shall be forfeited if:

i. The bidder withdraws the bid within the bid validity period; or

ii. The bidder fails to accept the “Letter of Award” within the given stipulated time.; or

iii. The bidder fails to furnish an unconditional and irrevocable performance bank guarantee as performance security within the stipulated time; or

iv. The bidder violates any of the provisions of the terms and conditions of this tender document.

i. The bid security will be refunded to:

i. The bidder, only after furnishing an unconditional and irrevocable Performance Bank Guarantee of 10% of the contract value (valid till the end of assignment period) with 3 (three) months claim period; and

ii. The unsuccessful Bidder(s), only after acceptance of the “Letter of Award” by the bidder and the EMD will be refunded after net-off bank charges if any in Bhutan.

8.14 Performance Security

a. The bidder shall furnish an unconditional and irrevocable performance Bank Guarantee (PBG) issued by any commercial bank domiciled in Bhutan equivalent to 10% of the total project cost, valid for 6 years(six) and 3 months(three) including claim period. The Performance security shall be submitted within 15 days of the award of works or notification of award. If the bidder fails to submit the performance security within the stipulated period, the EMD shall be forfeited and NPPF shall go for the next highest evaluated bid sequentially;


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b. All charges whatsoever such as premium, commission, etc. with respect to the performance security shall be borne by the Bidder;

c. The PBG so applicable must be duly accompanied by a forwarding letter issued by the issuing bank on the printed letterhead of the issuing bank. Such forwarding letter shall state that the PBG has been signed by the lawfully constituted authority competent to sign and execute such legal instruments. The executor (BG issuing Bank Authorities) is required to mention the power of attorney number and date of execution in his / her favor with authorization to sign the documents;

d. Each page of the PBG must bear the signature and seal of the BG issuing Bank and PBG number;

e. In the event of the bidder being unable to perform the contract as per the terms and conditions specified in the contract document for whatever reason, NPPF may invoke the performance security;

f. In the event of delays by the bidder in implementation of project beyond the time schedules given in the RFP, NPPF may invoke the performance security;

g. Notwithstanding and without prejudice to any rights whatsoever of NPPF under the contract in the matter, the proceeds of the performance security shall be payable to NPPF as compensation by the bidder for its failure to complete its obligations under the contract. NPPF shall notify the bidder in writing of the exercise of its right to receive such compensation within 14 days, indicating the contractual obligation(s) for which the bidder is in default;

h. NPPF shall also be entitled to make recoveries from the Bidder's bills, performance security, or any other amount due to him, the equivalent value of any payment made to him by NPPF due to inadvertence, error, collusion, misconstruction or misstatement; and

i. The performance security may be discharged / returned by NPPF upon being satisfied that there has been due performance of all obligations of the bidder under the contract. However, no interest shall be payable on the performance security.

8.15 Deadline for Submission of Bid

Bids must be received by NPPF at the address specified under Clause 8.2 (h) not later than the time and date specified in the RFP or its subsequent addendums. In the event of the specified date for the submission of Bids being declared a holiday for NPPF, the bids will be received up to the appointed time on the next working day.

NPPF may, at its discretion, extend the deadline for submission of Bids by amending the RFP in accordance with Clause 8.9, in which case all rights and obligations of NPPF and Bidder(s) previously subject to the deadline will thereafter be subject to the deadline as extended.

8.16 Late Bid

Any bid submitted after the deadline of submission of bids prescribed by NPPF shall not be accepted.

8.17 Replacement & Withdrawal of Bid

a. The bidder may replace or withdraw its bid after the bid’s submission, provided that a written notice of the substitution or withdrawal of the bids is received by NPPF prior to the


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deadline prescribed for submission of bids;

b. The Bidder’s substitution or withdrawal notice shall be prepared, sealed, marked and dispatched in accordance with the provisions of Clause 8.2. A withdrawal notice may also be intimated by fax/e-mail but followed by a signed confirmation copy, postmarked no later than the deadline for submission of bids;

c. A bid cannot be modified subsequent to the deadline for submission of Bids; and

d. A bid may not be withdrawn in the interval between the deadline for submission of bids and the expiration of the period of Bid validity specified by NPPF on the Bid Form. Withdrawal of the bid during this interval may result in the Bidder’s forfeiture of its Bid security, pursuant to Clause 8.13

8.18 Bid Opening

a. NPPF will open only the Technical Proposal as per the schedule specified in RFP. The Financial bids for technically qualified Bidder(s) only shall be opened on a later date subsequent to the technical evaluation. NPPF shall notify the place, date and time of opening of the Financial Proposal to the technically qualified Bidder(s).

b. Attendance of the Bidder(s) or their authorized representatives who are present at bid opening will be recorded in a register against name and name of the company with full signature.

c. Wherever any erasing/modification/alteration is made the substitute words would be encircled and initialed by NPPF tender opening committee and the fact that such erasing/modification/alteration of the original entry were present on the bid at the time of opening shall be recorded.

d. NPPF bid opening committee will record opening of bids in the “record of bid opening form” giving details of the bids opened and other particulars as read out aloud during the opening of the bids along with the concise minutes of meeting of bid opening.

e. Bids and modifications if any, that are not opened and read out at bid opening shall not be considered further for evaluation. Such bids will be returned unopened to the Bidder(s).

8.19 Preliminary Examination

a. NPPF shall examine the bids to determine whether they are complete, whether any computational errors have been made, whether required sureties have been furnished, whether the documents have been properly signed and whether the bids are generally in order;

b. Arithmetical errors if any will be rectified on the following basis:

i. If there is discrepancy between the unit price and the total price that is obtained by multiplying the unit price and quantity, the unit price shall prevail and the total price shall be corrected; and

ii. If there is a discrepancy between words and figures, the amount in words will prevail.

c. NPPF, at its discretion, may waive any minor informality, non-conformity or irregularity in a bid, which does not prejudice or affect the relative ranking of any bidder. This shall be binding on all Bidder(s) and NPPF reserves the rights to make such waivers;

d. Prior to the detailed evaluation, NPPF shall determine the substantial responsiveness of each bid to the RFP. For purposes of these Clauses, a substantially responsive bid is one, which conforms to all the terms & conditions of the RFP without material deviations. Deviations from or objections or reservations to critical provisions such as those concerning bid security,


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performance security, Force Majeure (Act of God), applicable laws and taxes & duties will be deemed to be material deviations. NPPF’s determination of a bid’s responsiveness is to be based on the contents of the bid itself without recourse to extrinsic evidence; and

e. If a bid is not substantially responsive as be below, it will be rejected by NPPF and shall not subsequently be made responsive by the bidder by correction of the non -conformity.

i. EMD not accompanied with bid as per Clause 8.12(a) and 8.13(c);

ii. Incomplete bid as per Clause 8.17;

iii. Non-compliance with eligibility criteria (Clause 6.3.2);

iv. Failure to make presentation and product demonstration;

v. Deviation from bid submission format (Clause 8.1);

vi. Deviation from technical bid format (Clause 8.2(a));

vii. Technical and Financial bid together (Clause 8.2(i)) and

viii. Failure to accept correction of errors (Clause 6.4(g)).

ix. Submission of fake documents/information identified by NPPF at any point during evaluation, site visit or later stages may lead to rejection of Bidder and its proposal.

8.20 Exit Management

In addition to the requirements mentioned in RFP, the purpose of this section is to provide details of bidder’s assistance during termination or expiration of the contract and exit plan strategy for NPPF. Application Solution Provider also has to develop a detailed exit plan within 6 months of signing of contract. After that, the exit plan has to be periodically reviewed and updated on a half yearly basis.

8.19.1 Handover & Transition of Services

The following shall be covered as a part of the handover & transition of services at the end of contract period or in the event of termination:

a. If any other agency or service provider is selected by NPPF for providing in-scope services, the bidder selected through this RFP shall provide support for necessary handholding, transition, sharing of information and relevant documents and other related support to the complete satisfaction of NPPF. In case if NPPF observes the lack of willingness to manage transit/ sharing of information or lack of support from the bidder (selected through this RFP), NPPF shall have an absolute discretion to impose penalties and make appropriate deductions from its billing or any other payables to the bidder;

b. Bidder shall provide the termination/expiration assistance, regardless of the reason for termination or expiration. Six (6) months prior to the expiration of the term, or upon bidder’s receipt of notice of termination of this contract for any reason, or six (6) months prior to the cessation of any service, and at NPPF’s request, bidder shall provide to NPPF the staff and transition services necessary for NPPF to affect an orderly transition to NPPF or to a third party designated by NPPF;

c. The bidder shall provide the necessary transition for the period of 6 months. However, this period of transition could vary depending on the need of NPPF and the same shall be communicated to the bidder;

d. During transition phase, the bidder shall not change or remove their key resources at any locations to enable the successful transition. In case such instances, NPPF shall have right to


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penalize the bidder appropriately;

e. During transition phase, the bidder shall deploy a dedicated transition resources to enable the successful transition;

f. During the exit management process, it is the responsibility of the bidder to address and rectify the problems identified with the IT infrastructure of NPPF including installation/reinstallation of the system software, databases, etc. The bidder shall ensure that the infrastructure is handed over to NPPF in an operational condition to the satisfaction of NPPF;

g. The ownership of the assets (including soft and hard components existing and procured through this RFP) except for those which are taken as a service, at any point of time during the term of the contract or expiry of the contract, shall remain with NPPF. In addition, any information/ data gathered or generated by the bidder during the term of the contract shall be the property of NPPF and the same shall be handed over to NPPF in native format at the end or termination of the contract; and

h. During the contract period, the bidder shall ensure that all the documentation including diagrams, policies, procedures, asset registers, configuration documents, procurement documentation, original license and all other documents in relation to the works as per the agreed terms are kept up to date and all such documents shall be handed over to NPPF during the exit management process.

In case NPPF decides to withdraw any services/components from the scope of work during the contract period, the bidder has to facilitate the transition of that service/components in compliance with the above Clauses.

8.19.2 Transfer of Documents

The bidder shall promptly on the commencement of the exit management period supply to NPPF or its nominated bidder(s) the following:

1. Information relating to the current services rendered; and

2. Documentation relating to intellectual property rights

The bidder shall provide uninterrupted services on existing terms and conditions till an acceptable alternate solution is agreed by NPPF.

Before the expiry of the exit management period, the bidder shall deliver to NPPF or its nominated service provider or any other agency all new or updated materials from the categories set out in point (1) above, and shall not retain any copies thereof, except that the bidder shall be permitted to retain one copy of such materials for archival purposes only.

8.19.3 Transfer of Agreements

On request by NPPF or its selected service provider or any other agency, the bidder shall affect such assignments, transfers, innovations, licenses and sub- licenses in favor of NPPF or its nominated service provider or any other agency, in relation to any equipment lease, maintenance or service provision agreement between the bidder and selected service provider or any other agency, and which are related to the services and reasonably necessary for the carrying out replacement services.

NPPF and its selected service provider or any other agency shall have the right of access to premises, where the assets are hosted or from where services are being provisioned.


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8.21 Assignment

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, and any such attempted sale, lease, assignment or otherwise transfer shall be void and shall have no effect whatsoever, without the prior written consent of NPPF.

8.22 Sub-Contracting

The entire work has to be done by the bidder or its consortium partner defined at the time of bid submission. However, some supplementary work may be sub-contracted after obtaining written consent from NPPF. However, the bidder shall be liable and responsible for fulfilling the contractual obligations.

8.23 Duration of the Project

The duration of the project is divided into three parts:

Development, migration, testing & Go-live phase – 9 months from signing of contract between NPPF and the bidder;

Stabilization period- 3months post Go-live; and

Support phase – 5 years post stabilization period.

8.24 Liquidated Damages & Penalties & Termination on Default

NPPF shall levy penalty/liquidated damages on the bidder to the extent of 0.05% of the value of the delayed deliverables for each day of delay in Go-live subject to maximum 10% of the total cost of ownership (contract value). However, imposing penalty shall be at the discretion of NPPF.

Any delay beyond 3(three) months, NPPF shall issue notice of termination, and cancel the contract on completion of one month of notice, and also invoke the performance security clause.

8.25 Limitation of Liability

The aggregate liability of the bidder in connection with this contract, the services provided by the bidder for the specific scope of work document, regardless of the form or nature of the action giving rise to such liability (whether in contract, tort or otherwise) and including any and all l iabilities shall be the actual limited to the extent of the total contractual value.

8.26 Indemnity

The bidder shall, at its own cost and expenses, defend and indemnify NPPF against all third-party claims including those of the infringement of intellectual property rights, including patent, trademark, copyright, trade secret or industrial design rights, arising from the performance of the contract.

The bidder shall expeditiously meet any such claims and shall have full rights to defend itself therefrom. If NPPF is required to pay compensation to a third party resulting from such infringement, etc., the bidder will bear all expenses including legal fees.

NPPF will give notice to the bidder of any such claim and shall provide reasonable assistance to the bidder in disposing of the claim.


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The bidder shall also be liable to indemnify NPPF, at its own cost and expenses, against all losses/damages, which NPPF may suffer on account of violation by the bidder of any or all applicable national/ international trade laws. This liability shall not ensue if such losses/ damages are caused due to gross negligence or willful misconduct by NPPF or its employees.

8.27 Force Majeure:

The bidder shall not be liable for forfeiture of its performance security, liquidated damages or termination for default, if any 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 bidder’s fault or negligence and not foreseeable. Such events may include, but are not restricted to, wars or revolutions, fires, floods, epidemics, quarantine restrictions.

If a Force Majeure situation arises, the bidder shall promptly notify NPPF in writing of such condition and the cause thereof within fifteen (15) calendar days. Unless otherwise directed by NPPF in writing, the bidder 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.

8.28 Bidder’s Integrity

The bidder is responsible for and obliged to conduct all contracted activities in accordance with the contract using state of the art methods and economic principles and exercising all means available to achieve the performance specified in the contract.

8.29 Bidder’s Obligations

The bidder is obliged to work closely with NPPF’s staff, act within its own authority and abide by directives issued by NPPF and as per the implementation plans and programs.

The bidder is responsible for managing the activities of its personnel or its representatives and will hold itself responsible for any misdemeanors. The bidder shall be under obligation to provide consultancy services as per the contract terms and conditions.

The bidder will treat as confidential all data and information about NPPF, obtained in the execution of their responsibilities, in strict confidence and shall not reveal or divulge such information to any other party without the prior written approval of NPPF.

8.30 Use of Contract Documents and Information

The bidder shall not, without NPPF’s prior written consent, disclose the contract or any provision thereof or any specification, plan, drawing, pattern or information furnished by or on behalf of NPPF 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 confidence & shall extend only as far as may be necessary for purposes of such performance.

The bidder shall not, without NPPF’s prior written consent, make use of any document or information except for purposes of performing the contract.

Any document, other than the contract itself, shall remain the property of NPPF and shall be returned (in all copies) to NPPF on completion of the bidder’s performance under the contract if so required by NPPF.


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8.31 Termination for Convenience

NPPF, by written notice sent to the bidder, may terminate the contract with a notice of 1 month, in whole or in part, at any time for its convenience. The notice of termination shall specify that termination is for NPPF’s convenience, the extent to which performance of work under the contract is terminated and the date upon which such termination becomes effective. NPPF shall clear all pending legible dues of bidder till the date of termination under this clause after recovering all dues and payables to NPPF by the bidder.

8.32 Effect of Termination

The bidder hereby freely agrees that it shall not be relieved of its obligations under the reverse transition mechanism notwithstanding the termination of the assignment.

Reverse transition mechanism shall typically include services and tasks that are required to be performed / rendered by the bidder to NPPF or its designee to ensure smooth handover and transitioning of NPPF's deliverables, maintenance and facility management.

The same terms and conditions (including payment terms) which were applicable during the currency of the contract shall be applicable for reverse transition services. The reverse transition phase shall be completed within 3(three) months.

The bidder hereby agrees that after completion of the contract term or upon earlier termination of the assignment, the bidder shall, if required by NPPF, continue to provide maintenance services to NPPF at no less favorable terms than those contained in this RFP.

The bidder hereby agrees that NPPF at any point of time during tenure of contract may return/discontinue any of the deliverables/services in whole or a part thereof offered under this RFP. NPPF shall not be liable to make any payment in respect of the deliverables/services returned in whole or a part thereof.

8.33 Renewal of Contract

In case NPPF wants to continue with the bidder's services after the completion of this contract, the bidder shall offer the same services or enhanced services to NPPF. Unless mutually agreed, the same rates shall apply.

8.34 Addition or Deletion of Qualified Offerings (Change Management)

Both the parties agree that the intent of this tender is to establish an initial set of service offerings. NPPF recognizes that, as the use of these services expands, it is possible that additional services and / or service categories will be needed. In addition, NPPF recognizes that from time to time software products that are provided as a part of bidder services will be upgraded or replaced as technology evolves. Replacement and / or supplemental software products that meet or exceed the minimum proposal requirements may be added with the prior approval of NPPF. For this purpose, a change order procedure will be followed. NPPF may request a change order in the event of actual or anticipated changes(s) to the agreed scope of work, services, deliverables and schedules. The bidder shall prepare a change order reflecting the actual or anticipated change(s) including the impact on deliverables schedule. The bidder shall carry out such services as required by NPPF at mutually agreed terms and conditions.

The bidder shall agree that the price for incremental offering cannot exceed the original proposed cost and NPPF reserves the right to re-negotiate the price. At the unit rates provided for TCO calculations, NPPF has the right to order as much as it finds deem appropriate s at those rates;


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The bidder shall agree to submit the request to add new services or service categories on its letterhead signed by a representative authorized to bind the organization;

NPPF is under no obligation to honor such requests to add services categories or amend this contract; and

As a method for reviewing bidder services and NPPF requirement, NPPF will sponsor regular reviews to allow an exchange of requirements and opportunities.

8.35 Payment Terms

The financial bid submitted by the bidder must be in conformity to the payment terms proposed. Any deviation from the proposed payment terms shall not be accepted. In case of delays or defaults on the part of the bidder, NPPF shall have the right to withhold payment of the effected product and/or service due to the bidder or withhold the payment of the disputed amount. Such withholding of payment shall not amount to a default on the part of NPPF;

NPPF shall release payment within 30 days of receipt of invoice and along with all other required documents for all undisputed cases. In case of any disputed amount, the payment shall be released within thirty (30) days of resolution of the dispute;

The scope of work is divided in different areas and the payment shall be linked to delivery, acceptance and signoff by the respective NPPF official of each area as explained below with reference to the Annexure 9.11 – “Financial bill of materials”;

The bidder shall raise any invoices only after signoff for the related deliverables/services;

The component wise payment shall be as mentioned below:

8.35.1 Facility Management Services Payment Terms

a. The annual amount to be paid towards application management services cost shall be divided into 4 equal instalments, to be paid quarterly at the end of each quarter. The first quarter shall begin after successful completion of the transition;

b. Quarterly pay-outs for ongoing services shall be made to the bidder on the basis of resources and corresponding invoice raised for each quarter, adjusting the applicable penalties;

c. The bidder is required to provision resources in the “Financial Bill of Material”. If in future, the bidder requires more resources, than mentioned in the bill of material, to manage the same scope of work for the mentioned applications or to adhere to the SLAs, the bidder shall provide the resources without additional cost to NPPF;

d. Any addition/reduction in the resources for addition/deletion in scope of work shall be on pro-rata basis arrived from the existing bill of material; and

e. Bidder shall factor all costs including on-site deployment, project management, SLA adherence, etc. while quoting in the financial bill of material.

8.35.2 Integrated Application and Implementation Charges Payment Terms

1. The application cost and implementation cost shall be paid as follows:

a. 15% of the licence cost and implementation cost shall be paid after completion and sign-off from NPPF of SRS (Software Requirement Specification) document;

b. 15% of the licence cost and implementation cost shall be paid after completion and sign-off from

NPPF of SIT (System Integration Testing) document;


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c. 15% of the licence cost and implementation cost shall be paid after completion and sign-off from NPPF of UAT document;

d. 40% of the licence cost and implementation cost shall be paid after Go-live and sign-off from NPPF;

e. 15 % of the licence cost and implementation cost shall be paid after 3 months post Go-live after completion of stability period of the application; and

f. The licence cost shall not include the ATS cost.

2. ATS Cost

a. ATS cost for integration solution & other applications shall be paid quarterly in advance.

8.35.3 Training Charges

100% of each type of training charges shall be paid post completion of the particular training schedule with the sign-off of NPPF.

8.35.4 Migration Cost

100% after successful migration and sign-off from NPPF.

8.35.5 Customization Charges till the Project Go-live

100% after successful acceptance of NPPF.

8.35.6 Professional Services

50% on submission of draft BPR report; and

50% after acceptance and sign-off of final BPR report.

8.35.7 Cost of Database

100% Database charges shall be paid after delivery. Note: 1 The payments for each quarter (as applicable) will be made only after the acceptance of the

milestones and relevant activities / deliverables for that quarter. Any delay in achievement of the milestones or deliverables shall result in further delay of the payment;

2 The bidder recognizes that all payments to the bidder under this RFP and subsequent agreement are linked to and dependent on successful achievement and acceptance of milestones / deliverables / activities set out in the project plan and therefore any delay in performing such milestones / deliverables / activities shall automatically result in delay of such corresponding payment;

3 The bidder is required to provision resources for the current quantity of infrastructure mentioned in the bill of material. If, in future, the bidder requires more resources, than mentioned in the bill of material, to manage the same quantity of Infrastructure then the bidder shall provide the resources without additional cost to NPPF;

4 Any addition/reduction in the infrastructure quantities shall be on pro-rata basis arrived from the existing bill of material;


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5 The taxes & other levies payable under the laws and rules of the Royal Government of Bhutan shall be paid by NPPF to the agency concerned. The taxes and other levies charged in the domicile of the bidder shall be paid by the bidder in their country; and

6 Any objection / dispute to the amounts invoiced in the bill shall be raised by NPPF within reasonable time from the date of receipt of the invoice. Upon settlement of disputes with respect to any disputed invoice(s), NPPF shall make payment within thirty (30) working days of the settlement of such disputes. All out of pocket expenses, travelling, boarding and lodging expenses for the entire term of this RFP and subsequent agreement is included in the contract amount and the bidder shall not be entitled to charge any additional costs on account of any items or services or by way of any out of pocket expenses, including travel, boarding and lodging, etc.


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9. Annexures

9.1 Functional & Technical Specifications

The format for functional and technical requirements is attached separately as a file “Annexure 9.1- Functional and Technical Requirements” with the hard copy of the RFP document.

Bidder's Response Score F – Fully compliant 5 C – Customizable without cost 3 N – Not available 0

Note: The functional lists are not exhaustive. If there is a marginal change in requirements without impacting the overall proposed solution then it will be identified and designed during BPR and SRS stages and the same will be implemented during implementation stage.


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9.2 Bid Form

To, Chief Executive Officer National Pension and Provident Fund Head Office Chubachu, Thimphu, Bhutan.

Having examined the RFP (NPPF/HO/ICT/2018-19/RFP/5424 dated 01.01.2019) including all annexures including draft contract document as per Annexure no. 9.16, the receipt of which is hereby duly acknowledged. We would like to offer to deliver the specified services in conformity to the RFP in accordance with our proposal and total cost indicated in the Financial Bill of Material and made part of this bid.

We hereby undertake, if our bid is accepted, to deliver the specified services and complete the project in accordance with the schedules and timelines stipulated in the RFP.

If our bid is accepted, we would like to provide the guarantee of a Bank in a sum equivalent to 10% of the contract price for the due performance of the contract in the form prescribed by NPPF.

We would like to agree to abide by this bid for the period of 180 days from the date fixed for technical bid opening and it shall remain binding upon us and may be accepted at any time before the expiration of that period.

It may be noted that until a formal contract is prepared and executed, this bid, together with NPPF’s written acceptance thereof and NPPF’s notification of award shall constitute a part of the contract that will bind us.

We would like to undertake that, in competing for (and, if the award is made to us, in executing) the contract, we would strictly observe the laws and by-laws against fraud and corruption in force in Bhutan.

We fully understand that NPPF is not bound to accept the lowest or any bid NPPF may receive. Place:

Dated: this day of 2019.

----------------------------- --------------------------- (Signature) (in the capacity of) Duly authorized to sign bid for and on behalf of

(Name & Address of Bidder)


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9.3 Bidder’s Information

1. Prime Bidder Information

RFP: NPPF/HO/ICT/2018-19/RFP/5424 dated 01.01.2019

Name of the Bidder

Constitution & Year of Establishment

Registered Office/Corporate Office Address

Mailing Address

Name and designations of the persons authorized to make commitments to NPPF

Telephone Fax e-mail

Name & Addresses of Directors/Promoters

Details of organization structure

Description of business, service profile & client profile

Gross annual turnover of the bidder for the latest three financial years (not of the group): Amount in BTN or equivalent value in country of origin

Net Profit of the bidder for the latest three financial years (not of the group): Amount in BTN or equivalent value in country of origin

DECLARATION

We hereby would like to declare that the information furnished herein and above is complete in all respects and true to the best of our knowledge and ability. We understand that in case of any discrepancy or inconsistency or incompleteness or if any material information is found concealed, our application shall be rejected, without any recourse.

Place: Date:

SEAL (Authorized Signatory)


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2. Consortium Partner Information (If any, please use a separate format for each consortium partner)

RFP: NPPF/HO/ICT/2018-19/RFP/5424 dated 01.01.2019

Name of the Consortium Partner

Constitution & Year of Establishment

Registered Office/Corporate office Address

Mailing Address

Name and designations of the persons authorized to make commitments to NPPF

Telephone Fax e-mail

Name & Addresses of Directors/Promoters

Details of organization structure

Description of business, service profile & client profile

Gross annual turnover of the bidder for the latest three financial years (not of the group): Amount in BTN or equivalent value in country of origin

Net profit of the bidder for the latest three financial years (not of the group): Amount in BTN or equivalent value in country of origin

DECLARATION

We hereby would like to declare that the information furnished herein and above is complete in all respects and true to the best of our knowledge and ability. We understand that in case of any discrepancy or inconsistency or incompleteness or if any material information is found concealed, our application shall be rejected, without any recourse.

Place: Date:



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9.4 Confirmation to Eligibility Criteria

S No. Eligibility Criteria Supporting Documents

D. General

1 The Prime bidder shall be a Government Organization / PSU / PSE or a Public / Private Limited Company or a partnership firm.

Certificate of incorporation and other documentary evidences to be attached.

2

Prime bidder shall be in existence for five years as on the date of the RFP. (In case of mergers/acquisitions/restructuring or name change, the date of establishment of earlier/original Partnership Firm/Limited Company shall be taken into account).

Adequate documentation like registration, certificate of incorporation, Article / Memorandum of association etc. Name change and date of establishment docs, ROC documents.

3 The Prime bidder and Consortium Partner shall have never been blacklisted / barred / disqualified by any regulator / statutory body.

Self-declaration (by authorized signatory of the bidder).

4 The prime bidder shall have ISO 27000 or above certified or SEI CMMi Level 3 certified or higher certified.

Copy of the relevant certificates or assessment certificate from auditing agency.

5

The Prime bidder shall have in-house applications minimum of 2 systems (to be implemented in NPPF) of the following applications:

5. PF or Pension, 6. LOS/LMS, 7. Integrated Accounting System, 8. Portfolio Management.

The Prime bidder can form a consortium maximum with two other partners for the overall scope of work defined in the RFP.

Credentials from clients in form of purchase orders / contract / credential letters, etc. must be provided.

If the Prime bidder forms a consortium with other partners as per RFP format, the Prime bidder has to submit the consortium partner details and the detailed scope of work and responsibilities have to be furnished with the technical bid response.

E. FINANCIAL

1

The Prime bidder shall have minimum annual turnover of BTN 350 Million (or equivalent) or above each for the latest three financial years. In case of merger or acquisition, financials of merged or acquired companies may be considered in case of new companies.



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2

The Prime bidder shall have positive profit before tax of 5% of the turnover for the each of the latest three financial years. In case of merger or acquisition, financials of merged or acquired companies may be considered in case of new companies.


3

The Prime bidder shall have operating cash flow of 5% of the average turnover for the latest three financial years. In case of merger or acquisition, financials of merged or acquired companies may be considered in case of new companies.

Audited financial statement consisting of balance sheet and profit and loss account statement and cash flow statement for the last three years must to be submitted/CA Certificate.

4

If the Prime bidder has formed a consortium to bid for the project, each individual consortium member shall be a profit-making organization for the latest three financial years.


F. EXPERIENCE & SERVICE CAPABILITY

1

The Prime bidder or its consortium member shall have prior experience in application implementation and support of Provident Fund or Pension solutions with minimum PF member base 50,000 (Fifty Thousand).

In case the Prime bidder or its consortium member does not have experience in a single organization for both Provident Fund and Pension solutions, then bidder or its consortium member may submit credential of two separate organizations with minimum member base of 50,000 (Fifty Thousand) for each organization.

Credentials from clients in form of purchase orders / contract / credential letters containing minimum member base information must be provided.

2

The Prime bidder or its consortium members shall have done minimum 2 projects in BFSI sector. The total value of the 2 projects in BFSI sector should be more than BTN 80 M or equivalent.

Credentials from clients in form of purchase orders / contract / credential letters containing project cost must be indicated.

3

The Prime bidder or its consortium members shall have prior experience in application implementation and support of following applications:

Mobile application, Internet application, LOS/LMS, and Integrated ERP solution.

(The experience shall be in BFSI sector and can be

Credentials from clients in form of purchase orders / contract / credential letters must be provided.


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with multiple organizations).

4

The Prime bidder or its consortium member shall have minimum of 25 skilled software developers on its roles.

Certificate from the Company auditors / Company secretary / HR on number of skilled software developers.

Note 1: In case the Bidder(s) is a 100% subsidiary/entity formed from parent company by way of re-organization/separation of business/ in case of business transfer where Bidder has acquired a Business from an entity (“Seller”), bidder can utilize the experience and credential of the parent company/Seller to the acquired business for the purpose of meeting the eligibility criteria of this RFP, provided sufficient documentary proof of re-organization/ separation/ business transfer is produced.

***Note 2: If any of the above eligibility criteria is not fulfilled, the bid will be treated as null and void/shall not be considered.

Note 3: If required supporting documents against each criterion are not attached clearly, the NPPF could ask further submission of documents within a dateline. Non submission of the required document within extended time, the bid shall be rejected and treated as null and void.

Place:

Date:



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9.5 Letter of Confirmation

To Chief Executive Officer National Pension and Provident Fund Head Office Chubachu, Thimphu, Bhutan.

RFP Ref. No.: NPPF/HO/ICT/2018-19/RFP/5424 Dated: 01.01.2019

Dear Sir,

We would like to apprise that the bid and annexures are submitted to NPPF in accordance with the RFP. The details submitted by us are true and correct to the best of our knowledge and ability. If it is, proved otherwise at any stage of execution of the contract, NPPF has the absolute right to reject the proposal and disqualify us from the process.

We would like to confirm that we would abide by the terms and conditions stipulated in the Tender Document (RFP and annexures) in full and without any deviation.

We would also like to acknowledge and confirm, having accepted that NPPF can at its absolute discretion, apply whatever criteria it finds deem appropriate, not just limiting to those criteria set out in the RFP and related documents, in short listing of Bidder(s).

We would like to assure you that we would observe the topmost confidentiality of all the information passed on to us in course of the tendering processes and would not use the information for any other purpose than for the current tender.

Further, we would like to confirm that we are not been blacklisted by any Govt. Department/ PSU/PSE or Banks or otherwise not involved in any such incident whatsoever, where the job undertaken/performed and conduct has been questioned by any authority, which may lead to legal action.

Place:

Date:



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9.6 Letter of Conformity to hardcopy

To Chief Executive Officer National Pension and Provident Fund Head Office Chubachu, Thimphu, Bhutan.

RFP Ref. No.: NPPF/HO/ICT/2018-19/RFP/5424 dated: 01.01.2019

Dear Sir,

Further to our proposal dated ………………… in response to the Request for Proposal (NPPF’s tender No. NPPF/HO/ICT/2018-19/RFP/5424 dated 01.01.2019 hereinafter referred to as “RFP”) issued National Pension and Provident Fund (“NPPF”), we hereby covenant, warrant and confirm as follows:

The soft-copies of the proposal submitted by us in response to the RFP and the related addendums and other documents including the changes made to the original tender documents issued by NPPF, conform to and are identical with the hard-copies of aforesaid proposal required to be submitted by us, in all respects.

Yours faithfully,

Authorized Signatory

Designation

Bidder’s corporate name


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9.7 Manufacturer’s Authorization Form

Note: This authorization letter shall be printed on the letterhead of all the original equipment manufacturer (OEM) and shall be signed by a competent person having the power of attorney to bind the manufacturer.

RFP Reference No. NPPF/HO/ICT/2018-19/RFP/5424 dated: 01.01.2019

To

Chief Executive Officer

National Pension and Provident Fund

Head Office

Chubachu, Thimphu, Bhutan.

Dear Sir,

Sub: RFP no. NPPF/HO/ICT/2018-19/RFP/5424 dated: 01.01.2019

We who are established and reputable manufacturers/ producers of ________________________ having factories/ development facilities at (address of factory/ facility) do hereby authorize M/s ___________________ (name and address of the bidder) to submit a bid, and sign the contract with you against the above bid invitation.

We hereby extend our full guarantee and warranty for the solution, products and services offered by the above firm against this bid invitation.

We also undertake to provide any or all of the following materials, notifications, and information pertaining to the products manufactured or distributed by the bidder:

Such products as NPPF may opt to purchase from the bidder, provided, that this option shall not relieve the bidder of any warranty obligations under the contract; and

In the event of termination of production of such products:

Advance notification to NPPF of the pending termination, with sufficient time to permit NPPF to procure needed requirements; and

Following such termination, furnishing at no cost to NPPF, the blueprints, design documents, operations manuals, standards, source codes and specifications of the products, if requested.

We duly authorize the said firm to act on our behalf in fulfilling all installations, technical support and maintenance obligations required by the contract.

We further certify that, in case the authorized distributor/ system integrator is not able to meet its obligations as per contract during contract period, we, as the OEM, shall perform the said obligations with regard to their items by ourselves or through alternate & acceptable service provider.

Place:

Date: Seal and signature of the OEM


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9.8 Pre-Bid Query Format (Not Applicable)

Note: Bidder’s request for clarification to be submitted minimum of two days before pre-bid meeting

If, bidder, desiring to respond to RFP for selection of Integrated Solution Provider as stipulated in the RFP, the bidder may communicate with NPPF using the following format (in an Microsoft excel (xls/ xlsx) format).

All questions shall be received as per the last date mentioned in the RFP will be formally responded to and questions/points of clarification and the responses will be circulated to all participating bidder, if required. The source (identity) of the bidder seeking points of clarification will not be revealed. Alternatively, NPPF may at its discretion, may or may not answer all queries in the pre-bid meeting.

Section Number Page Number Point Number Original Clause Query NPPF Response


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9.9 Minimum On-Site Deployment Level

Bidder shall at minimum deploy the resources as per the minimum deployment level mentioned below.

Bidder shall independently arrive at the sizing and deployment plan to meet the RFP requirements (as per scope of work and SLAs) adhering the minimum deployment level. Bidder shall deploy resources at no extra cost if the proposed deployment does not meet the RFP requirements and SLAs.

Resource Location of the resource

Minimum no. of Resources Per Shift

Total Number of shifts

Service Window

Project Manager – At PMO during implementation and post implementation during business hours Off-site

1 1 On-site presence during implementation time and off-site presence during business hours post implementation

Database Management

At PMO during implementation and Off-site (on demand basis)

1 1 One-site presence during implementation time and off-site presence during business hours post implementation

Application Consultant-Functional

PMO during implementation time and off-site post implementation period


Application Consultant-Technical

PMO during implementation time and off-site post implementation period


L1-Application Management

PMO 1 1 On-site presence during business hours post implementation

L2-Application Management

PMO 1 1 On-site presence during business hours post implementation

The above resource count does not take into account the resources required for


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implementation of Integrated Solution. During implementation time Project Manager should involve onsite.

The project manager to be responsible & single point of contact for NPPF. L3 support for applications has to be provided by OEM. L1 & L2 resources will be deployed for the period of two years from the post stabilization

period at PMO of NPPF. During this period the bidder should provide training and transfer knowledge related to L1 and L2 Support and Services to NPPF designated staff. After this 2 years period, if it is required, NPPF may ask for additional period for support and service with L1 and L2 resource from the selected bidder.


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9.10 Proposed Team Profile:

A. Experience of the proposed resource to be provided in below format

Name of Resource

Proposed Role

Total Years of Experience

Years of Relevant Experience

Educational Qualification

Certification

Work Experience in Bhutan

Relevant Work Experience (Please use separate row for each Organization)

Name of Organization

Role & Description of work

Tenure

Ref Name, Contact Details & Designation

RFP No.: NPPF/HO/ICT/2018-19/RFP/2834 Date: 24.09.2018

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B. Proposed Team Structure

Area Role/ Description Experience Educational Qualifications/ Certifications/ Skills Bidder’s Compliance (Yes/No)

Suggested Resource Name with profile details

Project Manager _ Application

Managerial > 10 years MBA/Engineer/MCA. ▪ Experience in managing similar teams for similar projects and dealing with third party bidder(s)

Application Consultant - Functional

Consultant > 5 years Diploma/Engineering Graduate/ MCA / Graduate.

Good Communication (written/oral)

Shall have in similar functional experience in at least one PF & Pension Fund project

Application Consultant - Technical

Consultant > 5 years Diploma/Engineering Graduate/MCA / Graduate.

Good Communication (written/oral)

Shall have in similar technical experience in at least one PF & Pension Fund project

Application & Interface Management

L1 >1 year Diploma/Engineering Graduate/MCA / Graduate.

Good Communication (written/Oral)

Prior Experience in Similar Application driven project

Shall have worked in similar project as L1

Application & Interface Management

L2 >3 years Diploma/Engineering Graduate/ MCA/ Graduate.

Good Communication (written/Oral)

Prior Experience in handling similar projects.

Shall have worked in similar projects as L2 for at


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Area Role/ Description Experience Educational Qualifications/ Certifications/ Skills Bidder’s Compliance (Yes/No)

Suggested Resource Name with profile details

least one year

Please enclose documentary proofs to substantiate the claims made.


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9.11 Financial Bill of Material

The format for financial bill of material is attached separately as a file “Annexure 9.11-Financial Bill of Material” with the hard copy of the RFP document.


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9.12 Service Level Agreement

The project is service-oriented and the operational portion of the agreement between NPPF and the successful Bidder/lead partner will be in the form of a Service Level Agreement (SLA). The SLA specifies the expected levels of service to be provided by the Bidder/lead partner to NPPF. This expected level is also called the baseline. Any degradation in the performance of the solution and services is subject to levying penalties as specified in the following sections.

This section indicates the suggested SLA between NPPF and the Bidder/lead partner for the project. A set of parameters has been identified as key to the successful implementation of the Project. If the performance of the bidder in respect of any parameter falls below the prescribed tolerance limit, a penalty is imposed for the breach. All the payments to the Bidder/Lead partner are linked to the compliance with the SLA metrics specified down in this section. During the contract period, it is envisaged that there could be changes to the SLAs, in terms of addition, alteration or deletion of certain parameters, based on mutual consent of both the parties i.e. NPPF and Bidder/lead partner.

This section describes the service levels to be established for the services offered by the

Bidder/lead partner. The Bidder/lead partner shall monitor and maintain the stated service levels

to provide quality service.

Definitions

1. “Scheduled Maintenance Time” means the time that the system is not in service due to a scheduled activity as defined in this SLA. The scheduled maintenance time shall not be during 16X6 timeframe. Further, scheduled maintenance time is planned downtime with the prior permission of NPPF.

2. “Scheduled operation time” means the scheduled operating hours of the system for the month. All scheduled maintenance time on the system shall be deducted from the total operation time for the month to give the scheduled operation time. The total operation time for the systems and applications within the primary DC, DR and office locations shall be 24x7x365. The total operation time for the client site systems shall be the business hours of NPPF.

3. “System or Application downtime” means accumulated time during which the system is totally inoperable within the scheduled operation time but outside the scheduled maintenance time and measured from the time NPPF and/or its employees log a call with the Bidder/lead partner of the failure or the failure is known to the Bidder/lead partner from the availability measurement tools to the time when the system is returned to proper operation.

4. “Availability” means the time for which the services and facilities are available for conducting operations on NPPF system including application and associated infrastructure.

Availability is defined as:

{(Scheduled Operation Time – System Downtime) / (Scheduled Operation Time)} * 100%

5. “Helpdesk Support” means the support centre which shall handle fault reporting, trouble ticketing and related enquiries during this contract. Helpdesk support is to be provided as per service window defined in this RFP.

6. “Incident” means any event / abnormalities in the functioning of the any of IT equipment / services that may lead to disruption in normal operations of the data centre, system or application services.


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Interpretation & General Instructions

1. The business hours are 9 AM to 7 PM on any calendar day NPPF offices are operational. The Bidder/lead partner however recognizes the fact that the offices shall require to work beyond the business hours and holidays on need basis. E-portal & mobile app needs to monitored & supported 365 x 24 x 7 basis;

2. Typical resolution time will be applicable if systems are not available to NPPF’s users and customers;

3. The SLA parameters shall be monitored on a monthly basis as per the individual SLA parameter requirements. The Bidder/lead partner is expected to provide the following service levels. In case these service levels cannot be achieved at service levels defined in the tables below, it shall result in a breach of contract and invoke the penalty clause;

4. A service level violation will occur if the Bidder/lead partner fails to meet minimum service levels on a monthly basis for a particular service level;

5. Quarterly SLAs would be analysed. However, there would be month wise SLAs and all SLA targets have to be met on a monthly basis;

6. Overall availability and performance measurements will be on a quarterly basis for the purpose of service level reporting. Month wise “Availability and Performance Report” will be provided by the Bidder/lead partner every quarter in NPPF suggested format and a review shall be conducted based on this report. Availability and performance report provided to NPPF shall contain the summary of all incidents reported and associated performance measurement for that period.

7. The primary intent of imposing penalties is to ensure that the system performs in accordance with the defined service levels. Penalties are not meant to be punitive or, conversely, a vehicle for cutting fees.

8. NPPF shall have the right to encash the performance bank guarantee or terminate the contract or both in any of the following cases:

a) Overall penalty applicable on bidder for any of the quarter exceeds 25% of the quarterly payment; and

b) Overall penalties applicable on bidder for both the consecutive quarter is above 15% of the quarterly payment.

9.12.1 Service Level Agreement (SLA’s)

Following outlines the key performance requirements for the project, which needs be ensured by the Bidder/lead partner. These performance requirements shall be strictly imposed and a continuous monitoring shall be done to ensure the performance of the Integrated Solution against the target performance metrics which have been logically segregated in the following categories:

1. Functional availability; 2. Help desk; and 3. Project timeline.

A penalty no. is mentioned in “Penalty” column of above table against each SLA. These numbers refer to serial number in penalty table.

9.12.1.1. Functional Availability

Sl.

No.

SLA Parameter Target

performance

Description Penalty

Application availability & performance


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1.

Availability of

services (ALL)

99.8%

Availability of all services for at least 99.5% of time measured on monthly basis for a 24x7x365 time period. Availability will be measured at each service level.

1

2.

Average page loading time for all services at branches

95% within the limit of 2 seconds

Page loading time measured monthly. 2

3.

Business transaction response time

95% of business transactions within the limit of 4 seconds

Response time of services, measured monthly. 2

4.

Business transaction response time involving uploading/ downloading of documents (average size 0.2MB)

95% requests within the limit of 6 seconds

Response time of services, measured monthly.

2

9.12.1.2. Helpdesk

Sl.

No.

SLA

Parameter

Target performance Description Penalty

Helpdesk

5.

Problem

response time

>=95% within 30 minutes

Average time taken to acknowledge and respond once an incident is logged through one of the agreed channels. This is calculated for all incidents reported within the reporting quarter (24x7x365).

3

6.

MTTR - time to resolve

>=95% of Severity 1 within 4 hours of

problem reporting Severity 2 within 8 hours of

problem reporting Severity 3 within 24 hours of

problem reporting Severity 4 within 2 days of

problem reporting

Time taken to resolve the reported problem.

4

7.

Percentage of reopened incidents

< = 2%

For all incidents which are designated resolved, but are re-opened by the client. This is calculated for all incidents reported within the quarter.

5

8.

Submission of Root Cause Analysis (RCA)

Within 5 days

For all incidents resolved during the quarter, Bidder/Lead partner to submit RCA reports

6


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reports

9.12.1.3. Project Timeline

Sl.

No

SLA

Parameter

Target performance Description Penalty

Project timeline

9.

Delay in overall

project

duration

<1 month

Measured as the difference between the agreed planned date for the Go-Live and the actual date of project completion.

7

9.12.2 Penalties

Penalty table includes penalty that shall be levied on bidder on non-performance of SLAs. Slabs have been created for each SLA and penalty shall be imposed on bidder as per the SLA achievement/ non- performance for the period under consideration.

Penalties are mentioned as a percentage of certain components of cost. Definition of peak hours, non-peak hours, Sundays and national holidays is as provided in scope of work section of this RFP – service window.

S No. Penalty Description

1 Penalty shall be levied as per the following table:

% Availability Penalty as % of the monthly payment to the bidder/lead partner for the services

During peak hours During non-peak hours & holidays

<99.8 &>=99% 0.5% 0.15%

<99 &>=98% 1% 0.25%

<98 &>=97% 2% 0.50%

For each additional drop of 1% in performance below 97% both for peak and non-peak hours, Sundays and national holidays, 2% of the monthly payment to the bidder/lead partner shall be levied as additional penalty.


% Transactions Penalty as % of the monthly payment to the bidder/Lead partner for the services



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<95 &>=93% 0.5% 0.15%

<93 &>=91% 1% 0.25%

<91 &>=89% 2% 0.50%



% Transactions with>30 minutes response time

Penalty as % of the monthly payment to the bidder/Lead partner for the services


<95 &>=93% 0.5% 0.15%

<93 &>=91% 1% 0.25%

<91 &>=89% 2% 0.50%



% Transactions with more response time as mentioned in SLA table (severity wise)

Penalty as % of the monthly payment to the bidder/Lead partner for the services


<95 &>=93% 0.5% 0.15%

<93 &>=91% 1% 0.25%

<91 &>=89% 2% 0.50%



% of reopened incidents

Penalty as % of the monthly payment to the bidder/lead partner for the services

<=4 &>2% 0.5%

<=6 &>4% 1%

<=8 &>6% 2%

For each additional increase of 2% in reopened incidents below 8% both for peak and non-peak hours, Sundays and national holidays, 2% of the monthly payment to the bidder/lead partner shall be levied as additional penalty.

6 For delay of every 2 days in submitting Root Cause Analysis (RCA) report above 5 days, 1% of the monthly payment to the bidder/lead partner for that month shall be levied as penalty.

7 If the bidder fails to achieve the completion of project within defined duration, the payment to him shall be liable for deduction @1% of the total cost of ownership without taxes for


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delay of each month or part thereof.

9.12.3 Customization

Application provider will bear the penalty of BTN 5,000.00 per day beyond the mutually agreed timeline of customization with maximum of the 20% of the customization cost provided / paid by NPPF.


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9.13 Reports

The indicative reports required by NPPF as tabulated below:

S.no Report Name Phase Report Status

Tower Description

Transition, Steady State, Both

1 Daily issues report

B Daily Monitoring & Operations

List of daily application issues / outages

2 Recurring issues report

B Weekly Monitoring & Operations

List of recurring application issues / outages

3 Escalation reports


Articulates escalated events over the past week, the status, and the outcome for resolved issues

4 Change management report


Weekly status of change requests

5 User satisfaction report

B Half-yearly Help desk Summary of user satisfaction surveys

6 Service level reports

B Monthly Monitoring & Operations

Monthly reports to confirm adherence to agreed service levels

7 Project reports B Weekly Monitoring & Operations

Projects handholding status report, milestones achieved / deviations observed, issues identified, action items identified


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9.14 Format for Performance Bank Guarantee

[The bank/the bidder providing the Guarantee shall fill in this form in accordance with the instructions indicated in brackets.]

[Bank’s name, and address of issuing branch or office]

Beneficiary: [name and address of Employer]

Date: [date]

PERFORMANCE GUARANTEE No.: [Performance Guarantee number]

We have been informed that [name of Contractor] (hereinafter called "the Contractor") has entered into Contract No. [Reference number of the Contract] dated [date of Contract] with you, for the execution of [name of Contract and brief description of Works] (hereinafter called "the Contract").

Furthermore, we understand that, according to the conditions of the Contract, a performance guarantee is required.

At the request of the Contractor, we [name of Bank] hereby irrevocably undertake to pay you any sum or sums not exceeding in total an amount of [amount in figures] ([amount in words]),[1] such sum being payable in the types and proportions of currencies in which the Contract Price is payable, upon receipt by us of your first demand in writing accompanied by a written statement stating that the Contractor is in breach of its obligation(s) under the Contract, without you needing to prove or to show grounds for your demand or the sum specified therein.

This guarantee shall expire no later than 30 days from the date of issuance of the Certificate of Completion, calculated based on a copy of such Certificate which shall be provided to us, or on the [number] day of[month], [year],[2] whichever occurs first. Consequently, any demand for payment under this guarantee must be received by us at this office on or before that date. The Guarantor agrees to a one-time extension of this Guarantee for a period not to exceed [6 months][1 year], in response to the Employer’s written request for such extension, such request to be presented to the Guarantor before the expiry of the Guarantee.

_____________________ [signature(s) of an authorized representative(s) of the bank]

https://mail.google.com/mail/u/0/#m_-2760278257604023347__ftn1

https://mail.google.com/mail/u/0/#m_-2760278257604023347__ftn2


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[1] The Guarantor (bank) shall insert an amount representing the percentage of the Contract Price specified in the Contract and denominated either in the currency(ies) of the Contract or a freely convertible currency acceptable to the Employer.

[2] Insert the date 30 days after the expected Completion date. The Employer should note that in the event of an extension of the time for completion of the Contract, the Employer would need to request an extension of this Guarantee from the Guarantor. Such request must be in writing and must be made prior to the expiration date established in the Guarantee.

https://mail.google.com/mail/u/0/#m_-2760278257604023347__ftnref1

https://mail.google.com/mail/u/0/#m_-2760278257604023347__ftnref2


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9.15 Integrity Pact Statement

(To be submitted in non-judicial paper/legal stamp affixed, signed and sealed with company seal along with witness) Date: [insert date of proposal submission] Request for Proposals No.: [NPPF/HO/ICT/2018-19/RFP/5424 Date: 01.01.2019] To: Chief Executive Officer

National Pension and Provident Fund Chubachu, Thimphu

[Selection of Application Solution Provider for Integrated Solution]

1. General

Whereas Mr. Dungtu Drukpa representing the National pension and Provident Fund, Royal Government of Bhutan, hereinafter referred to as the Employer on one part, and (Name of person) representing the (Name of Bidder) as the other part hereby execute this agreement as follows:

This agreement should be a part of the tender document, which shall be signed and submitted along with the tender document. The head of the employing agency/or his authorized representative should be the signing authority. For the bidders, the bidder himself or his authorized representative must sign the Integrity Pact (IP). If the winning bidder had not signed during the submission of the bid, the tender shall be cancelled.

2. Objectives

Now, therefore, the Employer and the bidder agree to enter into this pre-contract agreement, hereinafter referred to as Integrity Pact, to avoid all forms of corruption by following a system that is fair, transparent and free from any influence/unprejudiced dealings prior to, during and subsequent to the currency of the contract to be entered into, with a view to :-

i. Enabling the Employer to obtain the desired contract at a reasonable and competitive price in conformity to the defined specifications of the works, goods and services; and

ii. Enabling bidders to abstain from bribing or any corrupt practice in order to secure the contract by providing assurance to them that their competitors will also refrain from bribing and other corrupt practices and the Employer will commit to prevent corruption, in any form by their officials by following transparent procedures.

3. Commitments of the Employer

The Employer commits itself to the following:

i. The Employer hereby undertakes that no official of the Employer, connected directly or indirectly with the contract, will demand, take a promise for or accept, directly or through intermediaries, any bribe, consideration, gift, reward, favor or any material or immaterial benefit or any other advantage from the Bidder, either for themselves or for any person, organization or third party related to the contract in exchange for an advantage in the bidding process, bid evaluation, contracting or implementation process related to the Contract.


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ii. The Employer further confirms that its officials has not favored any prospective bidder in any form that could afford an undue advantage to that particular bidder during the tendering stage, and will further treat all Bidders alike.

iii. All the officials of the Employer shall report to the head of the employing agency or an appropriate Government office any attempted or completed violation of clauses 3.1 and 3.2.

iv. Following report on violation of clauses 3.1 and 3.2 by official (s), through any source, necessary disciplinary proceedings, or any other action as deemed fit, including criminal proceedings may be initiated by the Employer and such a person shall be debarred from further dealings related to the contract process. In such a case while an enquiry is being conducted by the Employer the proceedings under the contract would not be stalled.

4. Commitments of Bidders

The bidder commits himself to take all measures necessary to prevent corrupt practices, unfair means and illegal activities during any stage of his bid or during any pre-contract or post-contract stage in order to secure the contract or in furtherance to secure it and in particular commits himself to the following:

i. The bidder will not offer, directly or through intermediaries, any bribe, gift, consideration, reward, favor, any material or immaterial benefit or other advantage, commission, fees, brokerage or inducement to any official of the Employer, connected directly or indirectly with the bidding process, or to any person, organization or third party related to the contract in exchange for any advantage in the bidding, evaluation, contracting and implementation of the Contract.

ii. The bidder further undertakes that he has not given, offered or promised to give, directly or indirectly any bribe, gift, consideration, reward, favor, any material or immaterial benefit or other advantage, commission, fees, brokerage or inducement to any official of the Employer or otherwise in procuring the Contract or forbearing to do or having done any act in relation to the obtaining or execution of the Contract or any other contract with the Government for showing or forbearing to show favor or disfavor to any person in relation to the Contract or any other contract with the Government.

iii. The Bidder will not collude with other parties interested in the contract to preclude the competitive bid price, impair the transparency, fairness and progress of the bidding process, bid evaluation, contracting and implementation of the contract.

iv. The Bidder, either while presenting the bid or during pre-contract negotiations or before signing the contract, shall disclose any payments he has made, is committed to or intends to make to officials of the Employer of their family members, agents, brokers or any other intermediaries in connection with the contract and the details of services agreed upon for such payments.

5. Sanctions for Violation

The breach of any aforesaid provisions or providing false information by employers, including manipulation of information by evaluators, shall face administrative charges and penal actions as per the existing relevant rules and laws. The breach of the Pact or providing false information by the Bidder, or any one employed by him, or acting on his behalf (whether with or without the knowledge of the Bidder), or the commission of any offence by the Bidder, or any one, employed by him, or acting on his behalf, shall be dealt with as per the provisions of the Penal Code (Amendment) Act of Bhutan 2011, and the Anti-Corruption Act, 2011.


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The Employer/relevant agency shall also take all or any one of the following actions, wherever required:

i. To immediately call off the pre-contract negotiations without giving any compensation to the Bidder. However, the proceedings with the other Bidder(s) would continue.

ii. To immediately cancel the contract, if already awarded/signed, without giving any compensation to the Bidder.

iii. The Earnest Money / Security Deposit shall stand forfeited.

iv. To recover all sums already paid by the Employer.

v. To encash the advance bank guarantee and performance bond/warranty bond, if furnished by the Bidder, in order to recover the payments, already made by the Employer, along with interest.

vi. To cancel all or any other Contracts with the Bidder.

vii. To debar the bidder from entering into any bid from the government of Bhutan as per the Debarment Rule.

6. Conflict of Interest

i. A conflict of interest involves a conflict between the public duty and private interests (for favor or vengeance) of a public official, in which the public official has private interest which could improperly influence the performance of their official duties and responsibilities. Conflict of Interest would arise in a situation when any concerned members of both the parties are related either directly or indirectly, or has any association or had any confrontation. Thus, conflict of interest of any tender committee member must be declared in a prescribed form (sample form attached).

ii. The bidder shall not lend to or borrow any money from or enter into any monetary dealings or transactions, directly or indirectly, with any committee member, and if he does so, the Employer shall be entitled forthwith to rescind the Contract and all other contracts with the Bidder.

7. Examinations of Books of Accounts

In case of any allegation of violation of any provisions of this Integrity Pact or payment of commission, the Employer/authorized persons or relevant agencies shall be entitled to examine the Books of Accounts of the bidder and the bidder shall provide necessary information of the relevant financial documents and shall extend all possible help for the purpose of such examination.

8. Monitoring and Arbitration

The respective procuring agency shall be responsible for monitoring and arbitration of IP as per the Procurement Rules.

9. Legal Actions

The actions stipulated in this Integrity Pact are without prejudice to any other legal action that may follow in accordance with the provisions of the extant law in force relating to any civil or criminal proceedings.

10. Validity


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i. The validity of this Integrity Pact shall cover the tender process and extend until the completion of the contract to the satisfaction of both the Employer and the Bidder.

ii. 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 intentions.

We, hereby declare that we have read and understood the clauses of this agreement and shall abide by it. Further, the information provided in this agreement are true and correct to the best of our knowledge and belief.

The parties hereby sign this Integrity Pact at ____________________ on_____________

---------------------------------------- ----------------------------------------

EMPLOYER BIDDER

Name:

Witness: Witness:

1._____________________ 1.____________________________

Name: Name:

CID: CID/Voter ID:


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9.16 Contract between NPPF and Application Solution Provider

9.16.1 Form of Contract

This contract, hereinafter called as the “Contract” is made and executed on this ………………… day

of the month of …………………, [year], between, on the one hand, National Pension and Provident

Fund, herein after called as the “NPPF” and, on the other hand,

……………………………………………..name of Integrated Solution Provider herein after called as the

“Application Solution Provider”.

WHEREAS,

(a) NPPF has requested the Application Solution Provider to provide certain Integrated

Solution as defined in this Contract, hereinafter called the “Services”; and

(b) Application Solution Provider, having represented to NPPF that it has the required

professional skills, personnel and technical resources, has agreed to provide the

stipulated services as per the terms and conditions set forth in this Contract.

NOW THEREFORE, the parties hereto hereby agree as follows:

1. That the following documents attached hereto shall be an integral part of this Contract:

I. The General Conditions of Contract;

II. The Special Conditions of Contract; and

III. The following:

1. Technical Proposal;

2. Financial Proposal; and

3. Functional and Technical Requirement (FTR).

2. That the mutual rights and obligations of NPPF and Application Solution Provider shall be

as set forth in the Contract, in particular:

(a) Application Solution Provider shall provide the services in accordance with the provisions

of the Contract and other related documents specified here in this contract; and

(b) NPPF shall make payments to the Application Solution Provider in accordance with the

provisions of the Contract.

IN WITNESS WHEREOF, the Parties hereto have caused this Contract to be read, understood

clearly and signed in their respective names as of the day and year first above written.

For and on behalf of NPPF

[Authorized Representative]

For and on behalf of [name of Application Solution Provider]

[Authorized Representative]


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9.16.2 General Conditions of Contract

A. 1. General Provisions

1.1 Definitions Unless the context otherwise requires, the following terms whenever used in this Contract have the following meanings:

(a) Applicable Laws of Bhutan: The laws, by-laws and any other instruments having the force of law in Bhutan.

(b) Application Solution Provider: A legal entity entering into a Contract to provide the services to NPPF under the Contract.

(c) Integrated Solution: The new system shall have seamless data flow based on proper business justification. The different modules of the new system shall be linked with each other which shall result in reduction in duplicity of work. The system shall have the required functionalities to minimize manual work process of each of the Division and the required analytical data availability to the senior Management for decision making purposes. The above optimizations shall create new integrated system.

(d) Contract: The formal agreement in writing, including the General Conditions (GC), the Special Conditions (SC), and the Annexures, entered into between NPPF and Application Solution Provider, on acceptable terms and conditions and which are in-compliance with all the relevant provisions of the laws of the Kingdom of Bhutan, for the provision of the required Application Solution Provider services.

(e) Contract Price: The price to be paid for the performance of the services, in accordance with GC Clause.

(f) Day: A calendar day.

(g) Effective Date: The date on which this Contract comes into force and effect pursuant to Clause GC 2.1.

(h) Foreign Currency: Any currency other than Bhutanese Ngultrum (BTN).

(i) GC: These General Conditions of Contract.

(j) Government: The Royal Government of Bhutan (RGoB).

(k) In writing: Communicated in written form (e.g. by mail, electronic mail, fax, telex) with proof of receipt.

(l) Local Currency: Bhutanese Ngultrum (BTN).

(m) Member: Any of the entities that make up the joint venture/consortium/association; and “Members” means all these entities.

(n) Party: NPPF or Application Solution Provider, as the case may be, and


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“Parties” means both of them.

(o) Personnel: Professional and support staff provided by the Application Solution Provider or by any consortium partner of Application Solution Provider and assigned to perform the services or any part thereof; “Foreign Personnel” means such professional and support staff who at the time of being so provided have their domicile outside Bhutan; “Local Personnel” means such professional and support staff who at the time of being so provided have their domicile in Bhutan; and “Key Personnel” means the Personnel referred to in Clause GC 4.1.

(p) Procuring Agency: NPPF with which the successful Application Solution Provider signs the Contract for services.

(q) Reimbursable Expenses: All assignment-related costs other than the remuneration of Application Solution Provider personnel.

(r) SC: The Special Conditions of Contract by which the GC may be amended or supplemented from time to time, where necessary only.

(s) Services: The work to be performed by the Application Solution Provider pursuant to this Contract, as described in Annexure (functional and technical requirement) hereto.

(t) Sub-Contract: Any person or entity to whom/which the Application Solution Provider sub-contracts any part of the services as per the consortium provision.

(u) Third Party: Any person or entity other than the Government, NPPF, the Application Solution Provider or a Sub-contractor.

1.2 Law Governing Contract

This Contract, its meaning and interpretation, and the relation between the Parties shall be governed by the terms and conditions stipulated in the Contract, Contract Act of Bhutan 2013, Alternative Dispute Resolution Act of Bhutan 2013, and other relevant laws of Bhutan.

1.3 Language This Contract has been executed in the language specified in the SC, which shall be the binding and controlling language for all matters relating to the meaning or interpretation of this Contract.

1.4 Notices


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1.4.1. Any notice, request or consent required or permitted to be given or made pursuant to this Contract shall be in writing. Any such notice, request or consent shall be deemed to have been given or made when delivered in person to an authorized representative of the Party to whom the communication is addressed, or when sent to such Party at the address specified in the SC.

1.4.2 A Party may change its address for notice hereunder by giving the other Party notice in writing of such change to the address specified in the SC.

1.5 Location The services shall be performed at such locations as are specified in RFP hereto and, where the location of a particular task is not so specified, at such locations, whether in Bhutan or elsewhere, as NPPF may approve.

1.6 Authority of Member in Charge

In case the Application Solution Provider consists of a joint venture/consortium/ association of more than one entity, the members hereby authorize the entity specified in the SC to act on their behalf in exercising all the Application Solution Provider’s rights and obligations towards NPPF under this Contract, including without limitation the receiving of instructions and payments from NPPF.

1.7 Authorized Representatives

Any action required or permitted to be taken, and any document required or permitted to be executed under this Contract by NPPF or the Application Solution Provider may be taken or executed by the officials specified in the SC.

1.8 Taxes and Duties

The Application Solution Provider, Sub-contractors, and the personnel of both of them shall pay such indirect taxes, duties, fees and other impositions levied under the relevant laws of the Kingdom of Bhutan as are specified in the SC, the amount of which is deemed to have been included in the contract price.


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1.9 Fraud and Corruption

1.9.1 Definitions

It is RGoB policy to require that Application Solution Provider, their Sub-contractors and the personnel of both of them observe the highest standards of ethics during the execution of the Contract.1 In pursuance of this policy, the RGoB:

(a) defines, for the purposes of this provision, the terms set forth below as follows:

(i) “corrupt practice” means the offering, giving, receiving or soliciting, directly or indirectly, of anything of value2 to influence and induce improperly the actions of another party3;

(ii) “fraudulent practice” means any act or omission, including an impersonation and misrepresentation, that knowingly or recklessly misleads, or attempts to mislead, a party4 to obtain a financial or other benefit or to avoid an obligation;

(iii) “collusive practice” means an arrangement between two or more parties5 designed to achieve an improper purpose, including to influence improperly the actions of another party;

(iv) “coercive practice” means impairing or harming, or threatening to impair or harm, directly or indirectly, any party6 or the property of the party to influence improperly the actions of a party;

(v) "obstructive practice" means:

– deliberately destroying, falsifying, altering or concealing of evidence material to the investigation or making false statements to investigators in order materially to impede any investigation into allegations of a corrupt, fraudulent, coercive or collusive practice;

1In this context, any action taken by a Application Solution Provider, Sub-contractor or the Personnel of either of them to

influence the process of contract execution for undue advantage is improper 2“anything of value” includes, but is not limited to, any gift, loan, fee, commission, valuable security or other asset or

interest in an asset; any office, employment or contract; any payment, discharge or liquidation of any loan, obligation or

other liability whatsoever, whether in whole or in part; any other services, favor or advantage, including protection from

any penalty or disability incurred or apprehended or from any action or proceeding of a disciplinary or penal nature,

whether or not already instituted and including the exercise or the forbearance from the exercise of any right or any

official power or duty 3“another party” refers to a public official acting in relation to the procurement process or contract execution. In this

context, “public official” includes staff and employees of any organizations (including any institutions providing finance

for the Services) taking or reviewing procurement decisions 4a “party” refers to a public official; the terms “benefit” and “obligation” relate to the procurement process or contract

execution; and the “act or omission” is intended to influence the procurement process or contract execution 5“parties” refers to participants in the procurement process (including public officials) and an “improper purpose”

includes attempting to establish proposal prices at artificial, noncompetitive levels 6a “party” refers to a participant in the procurement process or contract execution


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and/or threatening, harassing or intimidating any party to prevent it from disclosing its knowledge of matters relevant to the investigation or from pursuing the investigation; or

– acts intended materially to impede the exercise of the inspection and audit rights of NPPF or any organization or person appointed by NPPF and/or any relevant RGoB agency provided for under Clause GC 3.8 (b).

1.9.2. Measures to be Taken

(b) will cancel the Contract if it at any time determines that representatives of the Application Solution Provider, any Sub-contractor, the personnel of either of them, or any other participant in the procurement and Contract execution process, were engaged in corrupt, fraudulent, collusive, coercive or obstructive practices during the procurement and selection process or the execution of the Contract;

(c) will sanction an Application Solution Provider, Sub-contractor or the personnel of either of them, including declaring them ineligible, either indefinitely or for a stated period of time, to be awarded an NPPF-financed contract if at any time it determines that they have, directly or through an agent, engaged in corrupt, fraudulent, collusive, coercive or obstructive practices in competing for, or in executing, an NPPF-financed contract;

(d) Will report the case of corrupt, fraudulent, collusive, coercive or obstructive practice to the relevant RGoB agencies, including but not limited to the Anti-Corruption Commission (ACC) of Bhutan, for necessary action in accordance with the statutes and provisions of the relevant agency.

1.9.3. Commissions and Fees

(e) Will require the successful Application Solution Provider to disclose any commissions or fees that may have been paid or are to be paid to agents, representatives or commission agents with respect to the selection process or execution of the Contract. The information disclosed must include at least the name and address of the agent, representative or commission agent, the amount and currency, and the purpose of the commission or fee.

B. 2. Commencement, Completion, Modification and Termination of Contract

2.1. Effectiveness of Contract

This Contract shall come into force and effect on the date (the “Effective

Date”) of NPPF’s notice to the Application Solution Provider instructing

the Application Solution Provider to begin carrying out the services. This notice shall confirm that the effectiveness conditions, if any, listed in the SC have been met.

2.2. Commence-ment of Services

The Application Solution Provider shall begin carrying out the services not later than the number of days after the effective date specified in the SC.


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2.3. Expiration of Contract

Unless terminated earlier pursuant to Clause GC 2.6 hereof, this Contract shall expire at the end of such time period after the effective date as is specified in the SC.

2.4. Modifications or Variations

Any modification or variation of the terms and conditions of this Contract, including any modification or variation of the scope of services, may only be made by written agreement between the Parties. However, each Party shall give due consideration to any proposals for modification or variation made by the other Party.

2.5. Force Majeure

2.5.1. Definition For the purposes of this Contract, “Force Majeure” means an event which is beyond the reasonable control of a Party and which makes a Party’s performance of its obligations under the Contract impossible or so impractical as to be considered impossible under the circumstances.

2.5.2. No Breach of Contract

The failure of a Party to fulfill any of its obligations under the Contract shall not be considered to be a breach of, or default under, this Contract insofar as such inability arises from an event of Force Majeure, provided that the Party affected by such an event (a) has taken all reasonable precautions, due care and reasonable alternative measures in order to carry out the terms and conditions of this Contract, and (b) has informed the other Party as soon as possible about the occurrence of such an event.

2.5.3. Extension of Time

Any period within which a Party shall, pursuant to this Contract, complete any action or task, shall be extended for a period equal to the time during which such Party was unable to perform such action as a result of Force Majeure.

2.5.4. Payments During the period of its inability to perform the Services as a result of an event of Force Majeure, the Application Solution Provider shall be entitled to continue to be paid under the terms of this Contract, as well as to be reimbursed for additional costs reasonably and necessarily incurred by it during such period for the purposes of the Services and in reactivating the Service after the end of such period.

2.6. Termination

2.6.1. By the Procuring Agency

NPPF may terminate this Contract in case of the occurrence of any of the events specified in paragraphs (a) through (f) of this Clause GC 2.6.1. In such an occurrence NPPF shall give not less than fifteen (15) days written

notice of termination to the Application Solution Provider, or thirty (30) days in the case of the event referred to in paragraph (e) of this Clause GC 2.6.1.

(a) If the Application Solution Provider does not remedy a failure in the performance of its obligations under the Contract within thirty (30) days after being notified or within any further period as NPPF may have subsequently approved in writing.


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(b) If the Application Solution Provider becomes insolvent or bankrupt.

(c) If the Application Solution Provider, in the judgment of NPPF has engaged in corrupt or fraudulent practices in competing for or in executing the Contract.

(d) If, as the result of Force Majeure, the Application Solution Provider is unable to perform a material portion of the services for a period of not less than thirty (30) days.

(e) If NPPF, in its sole discretion and for any reason whatsoever, decides to terminate this Contract.

(f) If the Application Solution Provider fails to comply with any final decision reached as a result of arbitration proceedings pursuant to Clause GC 8 hereof.

2.6.2. By the Application Solution Provider

The Application Solution Provider may terminate this Contract, by not less than fifteen (15) days written notice to NPPF, such notice to be given after the occurrence of any of the events specified in paragraphs (a) through (c) of this Clause GC 2.6.2:

(a) If NPPF fails to pay any money due to the Application Solution Provider pursuant to this Contract and not subject to dispute pursuant to Clause GC 8 hereof within forty-five (45) days after receiving written notice from the Application Solution Provider that such payment is overdue.

(b) If, as the result of Force Majeure, the Application Solution Provider is unable to perform a material portion of the Services for a period of not less than thirty (30) days.

(c) If NPPF fails to comply with any final decision reached as a result of arbitration pursuant to Clause GC 8 hereof.

2.6.3. Payment upon Termination

Upon termination of this Contract pursuant to Clauses GC 2.6.1 or GC 2.6.2, NPPF shall make the following payments to the Application Solution Provider:

(a) payment pursuant to Clause GC 6 for services satisfactorily performed prior to the effective date of termination;

(b) except in the case of termination pursuant to paragraphs (a) through (c) and (f) of Clause GC 2.6.1, reimbursement of any reasonable cost incident to the prompt and orderly termination of the Contract, including the cost of the return travel of the personnel and their eligible dependents.


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C. 3. Obligations of the Application Solution Provider

3.1. General

3.1.1. Standard of Performance

The Application Solution Provider shall perform the services and carry out its obligations hereunder with all due diligence, efficiency and economy, in accordance with generally accepted professional standards and practices, and shall observe sound management practices, and employ appropriate technology and safe and effective equipment, machinery, materials and methods. The Application Solution Provider shall always act, in respect of any matter relating to this Contract or to the services, as faithful adviser to NPPF, and shall at all times support and safeguard NPPF’s legitimate interests in any dealings with Sub-contractor or third Parties.

3.2. Conflict of Interests

The Application Solution Provider shall hold NPPF’s interests paramount, without any consideration for future work, and strictly avoid conflict with other assignments or its own corporate interests.

3.2.1. Application Solution Provider Not to Benefit from Commissions, Dis-counts, etc.

The payment of the Application Solution Provider pursuant to Clause GC 6 shall constitute the Application Solution Provider’s only payment in connection with this Contract or the services, and the Application Solution Provider shall not accept for its own benefit any trade commission, discount or similar payment in connection with activities pursuant to this Contract or to the services or in the discharge of its obligations under the Contract, and the Application Solution Provider shall use its best efforts to ensure that the personnel, any Sub-contractors, and agents of either of them similarly shall not receive any such additional payment.

3.2.2. Application Solution Provider and Affiliates Not to be Otherwise Interested in Project

The Application Solution Provider agrees that, during the term of this Contract and after its termination, the Application Solution Provider and any entity affiliated with the Application Solution Provider, as well as any Sub-contractors and any entity affiliated with such Sub-contractors, shall be disqualified from providing goods, works or services (other than Application software services) resulting from or directly related to the Application Solution Provider’s services for the preparation or implementation of the project.

3.2.3. Prohibition of Conflicting Activities

The Application Solution Provider shall not engage, and shall cause its personnel as well as its Sub-contractors and their personnel not to engage, either directly or indirectly, in any business or professional activities which shall come into conflict with the activities assigned to them under this Contract.

3.3. Confidentiality Except with the prior written consent of NPPF, the Application Solution Provider and the personnel shall not at any time


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communicate or divulge to any person or entity any confidential information acquired in the course of the services, nor shall the

Application Solution Provider and the personnel make public the recommendations formulated in the course of, or as a result of, the services.

3.4. Insurance to be Taken Out by the Application Solution Provider

The Application Solution Provider (a) shall take out and maintain, and shall cause any Sub-contractors to take out and maintain, at their (or the Sub-contractors’, as the case may be) own cost but on terms and conditions approved by NPPF, insurance against the risks, and for the coverage, as shall be specified in the SC; and (b) at NPPF’s request, shall provide evidence to NPPF showing that such insurance has been taken out and maintained and that the current premiums have been paid.

3.5. Application Solution Provider’s Actions Requiring Procuring Agency’s Prior Approval

The Application Solution Provider shall obtain NPPF’s prior approval in writing before taking any of the following actions:

(a) entering into a subcontract for the performance of any part of the services;

(b) appointing such members of the personnel not listed by name in RFP response: and

(c) any other action that may be specified in the SC.

3.6. Reporting Obligations

(a) The Application Solution Provider shall submit to NPPF the reports and documents specified in RFP hereto, in the form, in the numbers and within the time periods set forth in the said Annexure.

(b) Final reports shall be delivered in soft copy and the hard copy from the Integrated Solution specified in the Annexure in FTR.

3.7. Documents Prepared by the Application Solution Provider to be the Property of the Procuring Agency

(a) All plans, drawings, specifications, designs, reports, other documents and NPPF specific customization submitted and delivered by the Application Solution Provider under this Contract shall become and remain the property of NPPF, and the Application Solution Provider shall, not later than upon termination or expiration of this Contract, deliver all such documents to NPPF, together with a detailed inventory thereof.

(b) The Application Solution Provider may retain a copy of such documents and software. Restrictions about the future use of these documents, if any, shall be specified in the SC.

3.8. Accounting, Inspection and Auditing

The Application Solution Provider:

(a) Shall keep accurate and systematic accounts and records in respect of the services hereunder, in accordance with internationally accepted accounting principles and in such form and detail as will clearly identify


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all relevant time charges and costs, and the bases thereof, and

(b) Shall periodically permit NPPF or its designated representative, for a period of up to five years from the expiration or termination of this Contract, to inspect the same and make copies thereof as well as to have them audited by auditors, if so required by NPPF.

D. 4. APPLICATION SOLUTION PROVIDER’S PERSONNEL

4.1. Description of Personnel

The Application Solution Provider shall employ and provide such qualified and experienced Personnel and Sub-contractors if any as are required to carry out the services. The titles, agreed job descriptions, minimum qualifications and estimated periods of engagement in the carrying out of the services of the Application Solution Provider’s key personnel are described in Annexure. The key personnel and Sub-contractors listed by title as well as by name in Annexure of the RFP are hereby approved by NPPF.

4.2. Removal and/or Replacement of Personnel

(a) Except as NPPF may otherwise agree, no changes shall be made in the key personnel. If, for any reason beyond the reasonable control of the Application Solution Provider, such as retirement, death, medical incapacity, among others, it becomes necessary to replace any of the key personnel, the Application Solution Provider shall provide as a replacement a person of equivalent or better qualifications.

(b) If NPPF (i) finds that any of the personnel have committed serious misconduct or have been charged with having committed a criminal action, or (ii) has reasonable cause to be dissatisfied with the performance of any of the personnel, then the Application Solution Provider shall, at NPPF’s written request specifying the grounds thereof, provide as a replacement a person with qualifications and experience acceptable to NPPF.

(c) The Application Solution Provider shall have no claim for additional costs arising out of or incidental to any removal and/or replacement of personnel.

4.3. Resident Project Manager

If required by the SC, the Application Solution Provider shall ensure that at all times during the Application Solution Provider’s performance of the services in Bhutan a resident project manager, acceptable to NPPF, shall take charge of the performance of the services.

E. 5. Obligations of NPPF

5.1. Assistance and Exemptions

NPPF shall use its best efforts to ensure that the Government shall provide the Application Solution Provider such assistance and exemptions as are specified in the SC.

5.2. Change in the Applicable Laws of Bhutan Related to Taxes and

If, after the date of this Contract, there is any change in the Applicable Laws of Bhutan with respect to taxes and duties which increases or decreases the cost incurred by the Application Solution Provider in performing the services, then the remuneration and reimbursable expenses otherwise payable to the


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Duties Application Solution Provider under this Contract shall be increased or decreased accordingly by agreement between the Parties, and corresponding adjustments shall be made to the amounts referred to in Clauses GC 6.2 (a) or (b), as the case may be.

5.3. Services, Facilities and Property

(a) NPPF shall make available free of charge to the Application Solution Provider the services, facilities based on the mutual discussion.

F. 6. Payments to the Application Solution Provider

6.1. Lump-Sum Payment

The total payment due to the Application Solution Provider shall not exceed the contract price which is an all-inclusive fixed lump-sum covering all costs required to carry out the services described in RFP and the financial bill of material.

6.2. Contract Price (a) The price payable in foreign currency/currencies is set forth in the SC.

(b) The price payable in local currency is set forth in the SC.

6.3. Payment for Additional Services

For the purpose of determining the remuneration due for additional services as may be agreed under Clause 2.4.

6.4. Terms and Conditions of Payment

Payments will be made to the account(s) of the Application Solution Provider and according to the payment schedule stated in the Special Conditions. Any other payment shall be made after the conditions listed in

the SC for such payment have been met, and the Application Solution Provider has submitted an invoice to NPPF specifying the amount due.

6.5. Interest on Delayed Payments

If NPPF has delayed payments beyond fifteen (30) days after the due date stated in the Clause SC 6.4, interest shall be paid to the Application Solution Provider for each day of delay at the rate stated in the SC.

6.6. Liquidity Damage

lf the Application Solution Provider fails to complete the whole of the works within the time agreed for completion, for the reasons other than the factor under clause Force Majeure, NPPF shall have the right to collect from the Application Solution Provider liquidated damages equivalent to 1% of the contract value for delay of each week or part thereof to a maximum of 12 weeks. Delay beyond 12 weeks may result in termination of the Contract and the work shall be awarded to another contractor at the cost of the Application Solution Provider for any differential amount to complete the project.

G. 7. Good Faith

7.1. Good Faith The Parties undertake to act in good faith with respect to each other’s rights under this Contract and to adopt all reasonable measures to ensure the realization of the objectives of this Contract.


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H. 8. Settlement Of Disputes

8.1. Amicable Settlement

The Parties agree that the avoidance or early resolution of disputes is crucial for a smooth execution of the Contract and the success of the assignment. The Parties shall use their best efforts to settle amicably all disputes arising out of or in connection with this Contract or its interpretation.

8.2. Dispute Resolution

Any dispute between the Parties as to matters arising pursuant to this Contract that cannot be settled amicably within thirty (30) days after receipt by one Party of the other Party’s request for such amicable settlement may be submitted to the competent court in the Kingdom of Bhutan for adjudication and the court’s verdict shall be final and binding on both parties.


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9.16.3 Special Conditions of Contract

Number of GC Clause

Amendments of, and Supplements to, Clauses in the General Conditions of Contract

1.3 The language is English

1.4 The addresses are:

The Procuring Agency:

Address: National Pension and Provident Fund

Address: Chubachu

City: Thimphu, Bhutan

Attention: Chief Executive Officer

Email: [email protected]

Contact Number: +975-2-324140

Application Solution Provider:

Address:

City:

Attention:

Email:

Contact Number:

1.7 The Authorized Representatives are:

For the Procuring Agency:

Name: Mr. Sonam Yeshey

Designation: Director

Contact Number: +975 -2-324140

Email: [email protected]

For the: Application Solution Provider

Name:

Designation:

Contact Number:

Email:

1.8

(i) Taxes and Duties to be paid:

The taxes & other levies payable under the laws and rules of the Royal Government of Bhutan shall be paid by NPPF to the agency concerned. The taxes and other levies




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charged in the domicile of the bidder shall be paid by the bidder in their country.

(ii) Freedom from taxes and duties:

NPPF warrants that the Application Solution Provider, the Sub-contractors and the personnel shall be exempt from (or that NPPF shall pay on behalf of the Application Solution Provider, the Sub-contractors and the personnel) any indirect taxes, duties, fees, levies and other impositions imposed (other than the taxes and duties required to be paid by the Application Solution Provider as indicated in 1.8(i) above), under the applicable laws of Bhutan, on the Application Solution Provider, the Sub-contractors and the personnel in respect of:

(a) any payments whatsoever made to the Application Solution Provider, Sub-contractors and the personnel (other than nationals or permanent residents of Bhutan), in connection with the carrying out of the services;

(b) any equipment, materials and supplies brought into Bhutan by the Application Solution Provider or Sub-contractors for the purpose of carrying out the services and which, after having been brought into Bhutan, will be subsequently withdrawn therefrom by them;

(c) any equipment imported for the purpose of carrying out the services and paid for out of funds provided by NPPF and which is treated as property of NPPF;

(d) any property brought into Bhutan by the Application Solution Provider, any Sub-contractors or the personnel (other than nationals or permanent residents of Bhutan), or the eligible dependents of such personnel for their personal use and which will subsequently be withdrawn therefrom by them upon their respective departure from Bhutan, provided that:

the Application Solution Provider, Sub-contractors and personnel, and their eligible dependents, shall follow the usual customs procedures of Bhutan in importing property into Bhutan; and

if the Application Solution Provider, Sub-contractors or personnel, or their eligible dependents, do not withdraw but dispose of any property in Bhutan upon which customs duties and taxes have been exempted, the Application Solution Provider, Sub-contractors or personnel, as the case may be, (i) shall bear such customs duties and taxes in conformity to the regulations of Bhutan, or (ii) shall reimburse them to NPPF if they were paid by NPPF at the time the property in question was brought into Bhutan.

2.2 The number of days after the effective date for commencement of services shall be from the date of signing of contract.

2.3 The time period shall be: Go-live and post go-live stabilization period will be 12 months from the date of signing the contract and post stabilization support and service period will be 60 months.

3.4

The risks and the coverage shall be as follows:

The bidder shall be solely responsible for insurance of vehicles, equipment, personnel deployed and employed by the bidder for the execution of the contract at their own cost, in respect to such personnel, any such life, health, accident, travel or other insurance as may be appropriate.


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3.7 (b)

The Application Solution Provider shall not use these documents and software for purposes unrelated to this Contract without the prior written approval of NPPF.

4.3 The person designated as project manager shall serve in that capacity, as specified in Clause GC 4.3.

6.2(a) The amount in foreign currency or currencies is: As indicated in financial bill of material.

6.2(b) The amount in Ngultrum is: As indicated in financial bill of material.

6.4 As per Section 5 – Terms of Reference of the RFP.

i. The actual payment as per the milestone will be made based as a percentage:

Milestone Rate Remarks

A) Facility Management Services

1 Quarterly in arrears

25%

Out of total yearly payout

B) Integrated Application and Implementation Charges Payment Terms

1. License and Implementation Charges

After completion and sign-off from NPPF of SRS document 15%

After completion and sign-off from NPPF of SIT 15%

After completion and sign-off from NPPF of UAT document 15%

After Go-live and sign-off from NPPF 40%

After 3 months post Go-live after completion of stability period of the application

15%

2. ATS Cost

Quarterly in advance

25%

Out of total yearly payout

3. Migration Charges

After successful migration and sign-off from NPPF 100%

4. Training Charges

Each type of training charges will be paid post completion of the particular training schedule with the sign-off of NPPF

100%

5. Professional Services

1

50% on submission of draft BPR report

50%


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2

50% after acceptance and sign-off of final BPR report

50%

6. Customization Charges

After successful acceptance of NPPF 100%

7. Cost of Database

Database charges will be paid after delivery 100%


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9.17 Proposed Consortium Details

10 (To be submitted in Bidder’s letter head)

Sr.

No.

Role Name of Company Responsibility Products / Services

Offered

1 Prime Bidder ABC Co. Overall Project delivery

System Integration

2 Consortium

Bidder

DEF Ltd. Provide XXX Application

Provide YYY Application

Provide ZZZ Application

Abc version 1

Def version 2

Ghi version 3

3 Consortium

Bidder

GHI Ltd. Provide PPP Application

Provide QQQ Application

Provide SSS Application

CCC version 1

BBB version 2

DDD version 3


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9.18 Staffing Schedule

N° Name of Staff

Staff input (in the form of a bar chart) 1

Month 2 3 4 5 6 7 8 9 10 11 12 Home Field3 Total

Staff

1

[Home]

[Field]

2

N

Total

1. For professional staff the input shall be indicated individually; for support staff, it shall be indicated by category.

2 Weeks are counted from the start of the assignment. For each staff indicate separately staff input for home and field work.

3 Field work means work carried out at a place other than the bidder's home office.

Full time input

Part time input


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9.19 Work Schedule

N° Activity1 Month

1 2 3 4 5 6 7 8 9 10 11 12

1

2

3

4

5

1. Indicate all main activities of the assignment, including delivery of reports (e.g.: inception, interim, and final reports), and other benchmarks such as NPPF approvals. For phased assignments indicate activities, delivery of reports, and benchmarks separately for each phase.

2. Duration of activities shall be indicated in the form of a bar chart


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9.20 Proposed Team Composition and Task Assigned

Bidder has to deploy the subject specialist/functional specialist/domain specialist based on the

Division’s functions (PF & Pension, LOS, Accounts, Fixed Assets, Portfolio etc.) at the time of SRS

preparation, configuration of the proposed integrated solution. Bidder(s) are requested to submit

detail of team composition as per below mentioned table:

Professional Staff

Name of Staff Designation Area of

Expertise Position Assigned Task Assigned

------------------------------------------------------ End of Document ------------------------------------------------------

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