Orm SMM

Andhra Bank
(A Government of India Undertaking)

Head office, Hyderabad
Reference No: 666/35/GEN/2018-19/RFP/16 Date: 26.11.2018
Request For Proposal (RFP) for

ORM ( Online Reputation Management),
Social Media Listening and Media
Management services.
This document is the property of Andhra Bank. It may not be copied,

distributed or recorded on any medium, electronic or otherwise,
without written permission thereof. The use of the contents of this
document, even by the authorized personnel / agencies for any
purpose other than the purpose specified herein, is strictly prohibited
and shall amount to copyright violation and thus, shall be punishable
under the Indian Law.
Andhra Bank
RFP for
ORM, Social Media Listening and Media Management services.
November 2018
BID DETAILS
# Subject Date/time
666/35/SocialMedia/2018-19/RFP/16
1 RFP Ref. Number & Date
Date: 26.11.2018
2 Last Date for receipt of Queries 04.12.2018 1700hrs

3 Pre bid meeting 06.12.2018 1500hrs
4 Reply to Pre Bid Queries 12.12.2018 1800hrs

Last date for receipt of Bidding
5 21.12.2018 1500hrs
Documents
Date & Time of Opening of Technical
6 21.12.2018 1500hrs
Bid*
Sri A Radhakrishnan
Asst. General Manager
Alternate Delivery Channels [ TB&NI Dept]
Andhra Bank, D Block, III Floor,
Cyber Gateway, Hitec City, Madhapur,
Hyderabad – 500081
Venue / Address for Prebid meeting, Phone No.: 040-24751883
7 submission of Bid & Place of Opening
of Bids
Sri Jeetendra Yadav
Chief Manager
Dept. of Information Technology,
Andhra Bank, D Block, III Floor,
Cyber Gateway, Hitec City, Madhapur,
Hyderabad – 500081
Phone No: 040-23122266 Ext 529;
8 Website address www.andhrabank.in
radhakrishnan@andhrabank.co.in
9 E-mail address for communication
jeetendrayadav@andhrabank.co.in
socialmedia@andhrabank.co.in
10 R F P Fee Rs. 15,000.00

11 E M D Amount Rs. 5,00,000.00
*Note : Bank reserves the right to change the dates mentioned in this document, which will
be communicated to the bidders through Bank‟s website www.andhrabank.in in Technical
and Indicative commercial bid will be opened, in the presence of vendor‟s representatives
who choose to attend the opening of technical bid. No separate communication shall be sent
in this regard.
Confidential i
Andhra Bank
RFP for
November 2018
Contents
1 Background 1
1.1 Bank profile 1
1.2 About this Request for Proposal (RFP) 1
2 Scope of work 3
2.1 Present setup of Andhra Bank 3
2.2 Scope 3
The detailed scope of work is given below 3
2.3 Deliverable 10
2.4 Service Levels and Penalties 10
3 Pricing 12
3.1 Pricing Composition 12
3.2 Price Freezing 12
3.3 No Erasures or Alterations 12
3.4 Payment Terms 12
4 Eligibility criteria 13
4.1 Right to change criteria 13
4.2 Eligibility of Bidders 13
5 Preparation of Bids 14
5.1 Technical Bid – Organization and Formats 14
5.2 Documents required as part of bidder’s profile 14
5.3 Documents required as part of Technical proposal 14
5.4 Cost of Bid documents 15
5.5 Earnest Money Deposit 15
5.6 Commercial Bid 15
6 Evaluation of Bids 16
6.1 Evaluation process 16
6.2 Technical Bid evaluation 16
6.3 Commercial evaluation 17
6.4 Business Rules and Terms & Conditions of Reverse Auction 17
7 Bid submission 23
7.1 Cost of Bid 23
7.2 Earnest Money Deposit (EMD) 23
7.3 General terms of Bid submission 23
7.4 Two stage bidding process 25
7.5 Sealing and marking of Bids 25
7.6 Commercial bid Finalised through Reverse auction process: 26
7.7 Bid submission 26
7.8 Clarification of tender documents 27
7.9 Amendments to tender documents 27
7.10 Correction of errors 27
7.11 Confidentiality 27
7.12 Indemnification 28
7.13 Bidders Liability 28
7.14 Notification of award 28
7.15 Signing of contract 29
7.16 Other terms and conditions 29
8 General terms and conditions 30
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8.1 Performance Guarantee 30

8.2 Procedure for claiming payments 30
8.3 Rights of the Bank 31
8.4 Instructions to the Bidder 31
8.5 Demonstration/Presentation 32
8.6 Force Majeure 32
8.7 Arbitration 32
8.8 Applicable law and jurisdiction of court 33
8.9 Defect liability 33
8.10 Notices 33
8.11 Access for audit 33
8.12 Exit option and contract re-negotiation 34
8.13 Sensitive information 35
8.14 Security, Configuration, Monitoring and Audit 35
8.15 Termination of the Contract 35
8.16 Taxes and Duties 36
8.17 Confidentiality of the Document 36
9 Annexure 1 – Compliance Certificate 37
10 Annexure 2 – Bidder Constitution and Contact Profile 38
11 Annexure 3 – Financial Details of the Company 39
12 Annexure 4 –Bidder’s Support Centre at Hyderabad 40
13 Annexure 5 – Credentials: Projects handled by bidder 41
14 Annexure 6 –Eligibility Criteria 42
15 Annexure 7 –Functional /Technical Requirement of Social Media

Services 43
16 Annexure 8 – Query Format 47
17 Annexure 9 – Non – Disclosure Agreement Format 48
18 Annexure 10 – Format of Bank Guarantee (for EMD) 50
19 Annexure 11 – Technical Evaluation Procedure 51
20 Annexure-RA-1 (to be submitted on company letter head by all

Bidders participating in Reverse Auction) 53
21 Annexure-RA-2: Process Compliance Form 54
22 Form 1 – Indicative Commercial Bid undertaking letter 55
23 Form 2 – Indicative Commercial Bid Form: i
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1 Background
1.1 Bank profile
1.1.1 Andhra Bank, a body constituted under Banking Companies Acquisition and
Transfer of Undertakings Act 1980 has its Head Office at 5-9-11, Dr. Pattabhi
Bhavan, Saifabad, Hyderabad-500004. It’s Department of Information
Technology is located at 3rd Floor, “D” Block, Cyber Gateway, Madhapur,
Hyderabad-500081, India.
1.1.2 Andhra Bank (http://www.andhrabank.in) has its history parallel to India’s
freedom struggle and was founded by an eminent freedom fighter and a
multi-faceted genius, Dr. Bhogaraju Pattabhi Seetharamayya. Bank was
registered on 20th November 1923 and commenced its operations on 28th
November 1923. Bank was nationalized on 15th April 1980 and is presently
a Public Sector Bank.
1.1.3 Andhra Bank is hereinafter called “Bank” which term or expression unless
excluded by or repugnant to the context or the meaning thereof, shall be
deemed to include its successors and permitted assigns herein after called
“Andhra Bank” or “Bank” or “bank”, issues this Request For Proposal,
hereinafter called “RFP”.
1.2 About this Request for Proposal (RFP)
1.2.1 With the proliferation of social media, it has become imperative to keep pace
with the different channels and forms of communication to ensure that the
message is disseminated far and wide and reaches out to the intended
audiences in all potential channels accessed by them. Andhra Bank is looking
for a full service digital agency offering 360° digital services like Social Media
Listening & Analytics, Digital strategy, Marketing Digital Products and
Services, Campaign Management (Paid-Purchased Media), Search Engine
Optimization (SEO), Social Media Marketing, Social Ads, Online Reputation
Management (ORM) and response management, Market Research, Brand
Management and Content marketing. This RFP is floated to invite proposal
for engagement of social media engagement services.
1.2.2 The commercial bid will be finalized through online Reverse Auction process.
The ‘Request for Proposal’ (RFP) document is now being issued to enable
vendors to submit their response to the Bank for the empanelment process.
1.2.3 A bidder submitting the proposal in response to this RFP shall hereinafter be
referred to as “Bidder / OEM / System Integrator” interchangeably.
1.2.4 The RFP document is neither an offer letter nor a legal contract, but an
invitation for offers / responses. No contractual obligation on behalf of
Andhra Bank whatsoever shall arise from the RFP process unless and until a
formal contract is signed and executed by duly authorized officers of Andhra
Bank and the bidder.
1.2.5 The Bank further reserves the right to accept or reject the total proposal or
part thereof based on its own evaluation of the offers received, or on the
basis of stability, capabilities, track records, reputation among users and
other similar credentials of a vendor. When the Bank makes any such
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rejection, the Bank will not be bound to give any reason and / or justification
in this regard to the vendor.
1.2.6 All offers of the bidders shall be unconditional and once accepted whether
with or without modifications by the Bank shall be binding between the Bank
and such Bidder.
1.2.7 However, this is a binding document between Bank and respondents till the
completion of selection process and notification of award and till a contract
is signed between Bank and the Vendor in the process in case both parties
initiate and expedite certain actions pending the execution of a contract.
1.2.8 The Bank may modify any / all of the terms of this RFP and shall be entitled
to award the contract to a selected bidders with / without modification of
any conditions contained herein.
1.2.9 This RFP document is structured in such a way that the Bidders fully
understand and acquaint themselves with the requirements of the Bank.
1.2.10 While this section is a preface to the entire document, the following sections
are meaningfully segregated for better understanding of the document. The
section headings or any other headings do not have any contractual
sequence and the submission of responses to RFP should be based on total
understanding of the document.
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2 Scope of work
2.1 Present setup of Andhra Bank
2.1.1 Bank has implemented Core Banking Solution for all its branches. Bank’s Data Centre,
Disaster Recovery Centre and Department of Information Technology (DIT) are ISO
27001:2013 certified.
Bank at present maintains the following:
1. Website – https://www.andhrabank.in
2. Facebook – https://www.facebook.com/official.andhrabank
3. Twitter – https://twitter.com/bank_andhra
4. YouTube – https://www.youtube.com/channel/UCgvahoHGxMM3KRAtcmtHfcg
5. Play store & iStore.
2.2 Scope
The detailed scope of work is given below

2.2.1 Marketing Objectives of the brand
2.2.1.1 Bank presence is still at nascent stage in digital marketing space and not
many people are aware about our presence or know much about our product
offerings. Therefore the larger focus is to improve brand awareness by developing
content & campaigns that create high impact & appeal to new generation of
customers.
2.2.1.2 Our larger focus on digital is to create high impact campaigns that are
innovative in nature, something that the industry can look up as a case study & that
can be picked up by the media.
2.2.1.3 To create engagement avenues with customers in order to build affinity
and create preference.
2.2.2 Understanding the Target Audience –

2.2.2.1 We’re looking at primarily engaging with audiences between the age group
of 18 years – 45 years. Living in Tier 1, 2 & 3 cities of India.
2.2.2.2 Psychographically millennial are tech-savvy, heavy content consumers,
highly active on social media & are aware of latest trends, conversational, transact
more often online. We will be targeting 30-35 year old, working for the last 5 to 6
years, etc.,
2.2.3 Objective for Social Media –

2.2.3.1 To be one of the most watched brands in the social media space when it
comes to Banking/Finance as a category.
2.2.3.2 To be seen as a brand that’s – digital, intelligent, smart, humane, socially
responsible. Someone with an honest opinion. Also offers best in class products and
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is prompt with services. Deeply interested in addressing customers queries / concerns

/ issues.
2.2.3.3 Create content that is shareable & gets some reaction from customers
leading them to interact/engage with us.
2.2.3.4 Retain and engage the existing followers, at the same time attract other
groups into our fold.
2.2.4 Brief for content strategy –

2.2.4.1 Bank want to attempt in changing conversations around Digital Banking
& product / services from emotional & fear inducing to being practical/Human touch
and get going. This really needs to be articulated with a very innovative thought
process.
2.2.4.2 Aim is to make our social media pages a destination where the customers
gets to read / experience the content that’s relevant to him / her. It could be anything
starting from basics of Banking to financial planning to have a take on a topical issue,
trending topics to creating campaigns which have genuine intentions and are
impactful.
2.2.4.3 We want our communication, and everything we do, to reflect this insight
and break away from what everyone is used to seeing.
2.2.5 What is required from the bidder / agency?

To come up with platform specific (Facebook, twitter, YouTube etc.,) content strategy
/ theme & approach basis as per the brief given above.
2.2.5.1 Creating a roadmap reflecting broad objectives of the bank identifying
core business objectives of different products and services and suggest on-going
campaigns
2.2.5.2 Content should be unique, new and with a different voice. Content should
be fun and engaging but not frivolous.
2.2.5.3 Agency to present creative strategy along with design samples to help
gauge the content approach and creative strength.
2.2.5.4 Along with the content strategy the agency is also required to present a
high-level campaign idea that can help create buzz across social media with the intent
to create awareness/engagement.
2.2.5.5 Time shall be the essence for all the projects which would be adhered to
by the appointed agency. The agency shall therefore fully abide by various time limits
as prescribed for different assignments and the performance of the agency shall be
judged as per the adherence to such quality and time parameters as laid down for
the respective work.
2.2.5.6 The agency will have to keep a track of all campaigns, provide an update
on Digital Marketing trends / activities of competition (with the use of platforms like
Similar Web, ComScore, Google Analytics etc.) and provide analysis of the same on
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monthly basis. Reports such as Sentiment Analysis, Share of Voice to be provided

along with actionable strategy.
2.2.5.7 The agency will also be responsible to provide innovative ideas / concepts
which can be executed as per requirements of the bank.
2.2.5.8 Creation & Maintenance of Social Media Platforms: The Agency shall create
and subsequently maintain Social Media Platform including but not limited to,
Facebook Page, Twitter Profile, WhatsApp*, YouTube Channel*.
2.2.5.9 Give all Social Media Platforms a new look every week by putting up new
creative features, theme lines, cover image , links etc.
2.2.5.10 Daily informative and promotional updates in the form of relevant text,
pictures, GIF/Video, unique & interactive content, etc.
2.2.5.11 Conduct of online surveys, quizzes, contests on all platforms in
consultation with the Bank Team (On need basis).
2.2.5.12 Publicize all festivals, Special occasions and events as suggested by the
Bank Team, using these social media platforms.
2.2.5.13 Create relevant tagging & linkages of content on all platforms.
2.2.5.14 Content shared online must be copyright protected and unauthorized use
of this must be monitored.
2.2.5.15 The agency shall obtain approval from Bank for all campaign plans,
strategies, and materials produced. The agency shall provide a schedule of proposed
media placements in consultation with Bank team.
2.2.5.16 Executing the digital campaigns based on the Social Media strategy and
plan and undertaking activities like optimization of campaign, reporting etc.
2.2.5.17 The agency must submit fortnightly, “Effectiveness Analysis and MIS
Reports‟ to Bank Top Management on the effectiveness of the social media strategy.
The agency must submit a detailed analysis on the steps undertaken for overall
promotion on the Social Media Platforms and the results achieved.
2.2.5.18 The selected agency may be required to advise periodically on Banks
website to better suit the requirements of customers. Further, the agency will be
required to review & advise Bank on the content published on website (Important
pages- as per agency study report) to increase its ranking on various search engines,
including but not limiting to SEO and SEM. Further it is imperative to mention here
that this will an ongoing activity throughout the duration of the engagement and
specific need based articles, contents to improvise the ranking shall also be part of
this scope of activity which helps driving traffic to Bank’s website.
2.2.5.19 Conduct a social media audit to benchmark the Bank’s existing status in
social media and provide clear guidelines for developing successful social media
engagement strategies. Enable bank to engage with the audience constructively and
establish a two-way connection with customers.
2.2.5.20 Effective customer engagement, taking feedback and providing
responses, customer care services, new acquisitions, product offering and customer
awareness/education programs.
2.2.5.21 The selected agency will be responsible for conducting impact assessment
from time to time to understand the response from customers against various
promotional activities. This may require primary research activities as well by
physically conducting surveys of citizens. This activity will form the basis for revising
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the media plan if required. Further the selected agency shall take all the necessary
actions emerging from the impact assessment exercise.
2.2.5.22 Bank shall remain the owner of all the content conceptualized, created,
and implemented by the selected agency under this RFP. All intellectual property
rights in the content whether in tangible or intangible form shall belong to Bank and
the selected agency has no right to assign, license, sell, or use any content
conceptualized, created and implemented under this RFP and/or accompanying
Master Service Agreement to any third party under any circumstances. All the content
conceptualized, created and implemented by the selected agency whether in tangible
or intangible form shall bear relevant copyright notices in the name of Bank. The
selected agency shall take all such appropriate legal actions to safeguard violation of
Bank’s intellectual property rights, if any.
2.2.5.23 Providing feedback on best practices in marketing and promotion in
countries across the world on Social Media.
2.2.5.24 To bring on board the international best practices and banking operations
being practiced on social media.
2.2.5.25 Drafting various internal and external policies for Social Media
Engagement. Establish good governance practices to guard against the risk especially
the reputational risk. The participant bidder is expected to be thorough with the law
of the land with regard to social media participation and facilitate the bank to
establish appropriate policy, procedure, guidelines and monitoring tools etc.,
2.2.5.26 Create a strong governance practice with periodic review & assessment
matrix.
2.2.5.27 Develop & execute a targeted social media-advertising program to reach
out to target stakeholders, namely targeted audience existing & potential customers
- Age wise , profession wise, senior citizens, techsavvy customer, demographic
campaigns etc.
2.2.5.28 Capturing user behavior, interests and optimizing digital advertising
campaigns whenever launched.
2.2.5.29 Price for paid campaign, launched over social media platform, is not part
of Social media engagement Cost. Its budget will be different.
2.2.5.30 Have necessary arrangement with Google / Face book / Twitter / Linked-
in, etc. for advertisement and publicity of Bank products and linking our websites by
providing landing page to these sites or advertisement.
2.2.5.31 Feedback mechanism for constant improvement.
2.2.5.32 Ability to integrate with WhatsApp using WhatsApp Business APIs to push
notifications & manage customer queries. WhatsApp services can utilized for pushing
any information as desired by the Bank.
2.2.6 Social Media KPIs

Overall content strategy for the brand for the year basis the brief suitable to different
social media platforms:
2.2.6.1 Make our social media pages a destination where the user gets to read /
experience the content that’s relevant to him / her. It could be anything starting from
basics of insurance to financial planning to have a take on a topical issue to creating
campaigns which have genuine intentions
2.2.6.2 Monthly / Quarterly calendar for engagement on social media platforms.
It has to be specific to the media platform that we have. For e.g. – what works on FB
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generally does not work on LinkedIn (Calendar must capture the special days /
festivals & ideas around that)
2.2.6.3 Our existing organic engagement rate is between 5% on Facebook, twitter
& LinkedIn Agency to maintain and enhance further.
2.2.6.4 Viral campaign - Every month at least 1 of our posts / campaigns must go
viral. Following is how we define viral -Incase it’s a status update backed by a
creative - at least 1000 likes. 200 shares. 150 comments. In a period of 2 to 3 days.-
Incase it’s a video – Minimum -30,000 views in a period of 2 to 3 days. 1500 likes.
200 comments
2.2.7 Conducting market research

2.2.7.1 Assessing brand position & status, re-branding, exploring competitors &
competing products. Identifying the targeted audience based on needs &
requirements with following abilities:
2.2.7.2 Assess the performance of social media in development of banks business
using defined ROI parameters.
2.2.7.3 Ability to view and compare weekly trends of brand share, social mentions
and other competitive brands.
2.2.7.4 The solution should be able to track Hindi and other leading regional
languages (more popular in particular geographical areas) as well as leading
international websites (website of international news agencies, magazines etc.) &
social site for analysing.
2.2.7.5 Bank to be provided with the history of the customer’s activities on social
and other channels, creating leads & MIS.
2.2.8 Social Listening / Online Reputation Management (ORM) & Analytics

and Response Management
2.2.8.1 Bidder to present case study on how they have helped brands improvise
its content strategy by leveraging social data to derive insights like – identifying key
influencers, audience conversations, sentiment analysis, keyword tracking,
competitive analysis etc. Planning and Executing a “Social Media Monitoring Program”
on Social Media platforms.
2.2.8.2 Social Media Monitoring Program will create and manage a Monitoring
platform which will be both predictive and reactive in approach.
2.2.8.3 The key Languages to be monitored will be Telugu, English & Hindi.
2.2.8.4 The tool should gather data from blogs and social media websites (at least
20 million websites/ blog sites) and analyze the data to make business decisions and
should perform the following activities under analytics
2.2.8.5 Conducting an in-depth study of the present official/unofficial presence of
the Bank on Social Media and relevant platforms across the web. The
mentions/tweets/blogs/news/forums etc. on Social Media and relevant platforms
across the web
2.2.8.6 The sentiment about the Bank at present on Social Media and relevant
platforms across the web Conversation and Sentiment Drivers. (How people feel
about the Bank’s brand and what words or qualities they associate with it. Where
conversations occur and their drivers, along with key trending topics. Connecting with
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the positive sentiment drivers and listening and converting negative sentiment to
positive.)
2.2.8.7 Location, Time, and Impact of Conversations (Channel/Region affinity of
brand conversations, Reach and virility of conversations)
2.2.8.8 Competitive Implications, as a part of listening module and social media
analysis as per keywords defined for competitors Bank. How people talk about our
competitors. Positioning in industry/product area- Identification of trend, Emerging
negative/positive trends
2.2.8.9 Influence-
2.2.8.9.1 Identifying key advocates or detractors.
2.2.8.9.2 Influencers to be tapped into for propagating the positive reputation of the
Bank online
2.2.8.9.3 Building relationships through official social media channels for becoming
a more trusted and positive brand.
2.2.8.9.4 Differentiating the brand through emotional connections with the followers
on Social Media
2.2.8.9.5 Nurturing loyal fans to become more essential and propagating the
sentiment.
2.2.8.9.6 Engaging with the influencers and strategy to use them at appropriate
occasions.
2.2.8.10 Opportunities and Threats
2.2.8.10.1 Understand the trend among customer's conversation about what they
want to see in our services/products.
2.2.8.10.2 Identify what features of our competition are winning over us.
2.2.8.11 Response Management
2.2.8.11.1 The bidder should collect details of posts made by Bank customers about
Bank in all social media platforms and should be presented on a dashboard.
The bidder should have team to handle this 7 days a week (9.00 AM to
6.00 PM) and to post responses. The bidder should post response to
customer query within 5-10 minutes.
2.2.8.11.2 Generic queries to be replied from the template and response to all other
queries during the business hour shall be provided by Bank’s internal team.
Queries posted during non-business hours are to be acknowledged and
forwarded to SPOC of the Bank for resolution.
2.2.8.11.3 Bidder to provide APIs for integration with Bank’s grievance system for
tracking and effective response management.
2.2.9 KPIs for ORM

2.2.9.1 Sentiment Analysis – Track brands sentiments and take necessary actions
to minimize negative impact and enhance positive influence across digital.
2.2.9.2 Device social media strategy on the basis of listening / insights captured
of Andhra Bank and competition.
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2.2.10 Sentiment Analysis:

2.2.10.1 Social Media Listening tool should be provided for gathering data from
various social media outlets and news sources.
2.2.10.2 Bidder shall perform sentiment analysis across atleast 20 million
websites/blog sites or as many websites desired by the Bank and 20,000 messages
per month.
2.2.10.3 The services should have the ability to monitor conversations based on
predefined criteria.
2.2.10.4 The services should also determine the sentiment of a speaker or writer
with respect to some topic or document. The information gathered can guide the
organizations public relations group in assessing the effectiveness of communication
strategies. Indicatively, following are some of the utility areas of the social media
listening:
2.2.10.5 Track reach and spread of brand’s messages and press releases
2.2.10.6 Identify the key bloggers and influencers
2.2.10.7 Spot emerging trends, discussion themes and topics.
2.2.10.8 360 degree customer listening to reposition the brand’s strategy as per
customers
2.2.10.9 Monitor customer/ non-customer conversations related to the brand and
process the same to derive insights and feedback.
2.2.11 Competitor Benchmarking:

2.2.11.1 The tool should provide a way to monitor competitors. This monitoring
will present a clear picture on which ideas to follow and which ones to avoid.
2.2.11.2 Statistics such as audience profile, audience growth etc. should be made
available for comparison.
2.2.11.3 Ability to view and compare weekly trends of brand share, social
mentions and other competitive brands.
2.2.12 Campaign Tracking:

2.2.12.1 Track the responses to your campaign to track overall effectiveness,
platform wise.
2.2.12.2 Top influencer tracking: Identify who is most actively talking about our
brand, products and services and how influential they are.
2.2.12.3 Provide a user-friendly dashboard that allows seeing vital data and
identifying the key outcomes in various marketing efforts.
2.2.13 Team Experience

- Project Manager (MBA with 8+ years of experience in Digital Marketing)
- Graphic Designer (Any Graduate, Diploma in graphic designing/ animation, 5+
Years of experience)
- Content Writer (Graduate / Post Graduate in Literature with 5+ years of experience
in content writing)
- Social Media Manager (Any Graduate with 5+ experience in managing Social Media)
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2.2.14 Training
2.2.14.1 Bidder to provide training on social media, trends, usage of tool for the
employee of the Bank. The five day training for a batch of 5-10 officials of the Bank
at no extra cost to the Bank.
2.2.15 Tools- A number of tools will be used and various digital assets such as
images, videos, licenced music etc. will be purchased to produce content and
execute tasks. All cost including AMC/ATS of the any tools utilized for carrying
the scope of work during the engagement period are to be borne by the bidder.
2.3 Deliverable
2.3.1.1 Digital Strategy
2.3.1.2 Social Media Management #30-40 posts per month
2.3.1.3 Banner Creatives Flash/Gif/image #10-15 per month
2.3.1.4 Videos – 2 videos per month of less than or equal to 60 seconds
2.3.1.5 Paid Campaigns (Facebook, Twitter, Google, Quora, Linkedin),
Retargeting * - One per Month
2.3.1.6 Landing pages- These web pages are separate from the website and are
used for specific campaigns to get the lead information.
2.3.1.7 A/B Testing- Testing different variations of the same page and optimizing
for conversions.
2.3.1.8 Analytics & Reports-Analytics & Reports- One per Month
2.3.1.9 Online Reputation Management- A report will be sent every day based
on mentions captured from across various sources online.- One per Day.
2.3.1.10 ORM and listening tool, analytics, One response agent.
# Deliverable mentioned are indicative only and may vary from month to month in
total.
2.4 Service Levels and Penalties
2.4.1 Bank expects that the Bidder shall be bound by the Service Levels described in this
document.
2.4.2 The Bidder shall have to enter into “Service Levels Agreement” with Bank covering
all terms and conditions of this RFP while providing the service support.
Penalties:
Delayed Deliveries:
2.4.3 Bank reserves the right to charge penalty for delayed deliveries at the rate of 0.50%
per week without prejudice to its other rights, if not delivered as per the agreed terms
& conditions of delivery schedule as per Bid submitted. The penalty may be increased
to 1% per week for the delay beyond 2 weeks from the stipulated delivery date. Also,
Bank reserves right to cancel the Purchase Order not executed as per terms of offer
under this tender documents and initiate steps de-empanel the bidder from the
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empanelled list if the agreed time lines for delivery are not met by the bidder or
defaults in supply of product/ equipment under the Purchase Orders placed.
2.4.4 The penalty is capped at 10 % of the TCO.
Delayed Response to customer complaints :
In the case of delayed response to customer complaint posts beyond 24 hours,
penalty will be levied at Rs. 5,000/- per instance.
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3 Pricing
3.1 Pricing Composition
3.1.1 The price quoted should be in Indian Rupees and man days need to be provided.
3.1.2 No out of pocket / travel / lodging / boarding expenses will be paid over and above
this price.
3.1.3 The fee should include all taxes, duties, levies, GST, etc. The fee should include the
cost of deliverables for all the phases of the Project.
3.2 Price Freezing

3.2.1 Bidder has to quote for three year basis and the price finalized shall remain valid for
a period of three years from the date of such finalization.
3.2.2 Bank may extend the services for another three years at its discretion at the same
price or till a new service provider is appointed.
3.3 No Erasures or Alterations

3.3.1 All details must be completely filled up. The corrections or alterations, if any should
be authenticated. In the case of the corrections/alteration are not properly
authenticated, the offer shall become liable for rejection at the discretion of Bank.
3.4 Payment Terms

3.4.1 Payment schedule– Payment will be made on quarterly basis in arrears on completion
of the activity, against submission of original invoice along with signoff certificate duly
signed by Bank official for having completed the services/tasks for the month as per
order issued by the Bank.
3.4.2 Bank will not pay any amount in advance. TDS if any will be deducted at the applicable
rates as per the provision of the applicable law.
3.4.3 Invoices should be clear and legible.
3.4.4 The Bidder has to include all costs like Travel, Lodging & Boarding, Local Travel
expenses, etc., incurred during the entire period of Audit and Bank will not bear any
additional costs on these.
3.4.5 Payment shall be released within 30 days of submission of relevant documents as per
the RFP terms.
3.4.6 The payment will be released through NEFT/RTGS after deducting the applicable
LD/Penalty, TDS if any, centrally. Bidder has to provide necessary Bank Details like
cross check with account number , name , Bank Branch IFSC etc.,
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4 Eligibility criteria
4.1 Right to change criteria
4.1.1 Firms meeting the eligibility criteria as described in the following sections will be
considered for evaluation.
4.1.2 The Bank reserves the right to change or relax the eligibility criteria to ensure
inclusivity.
4.2 Eligibility of Bidders

4.2.1 The Bidder must be a registered company in India under Company Act 1956 &
subsequent amendments in 2013.
4.2.2 The bidder should be a government organization/ Public sector unit/ Partnership firm
/ Limited Company/ Private Limited Company having its Registered Office in India
since last 5 years as on 31/03/2018.(Relevant documents of registration should be
submitted as part of the proposal).
4.2.3 The bidder should have a minimum turnover of Rs. Two Crores each year during last
two financial year i.e. 2016-17 and 2017-18. Balance sheet copies to be submitted
as part of the proposal
4.2.4 The Bidder should be in profit for last two financial years i.e. 2016-17 and 2017-18.
Balance sheet copies to be submitted as part of the proposal.
4.2.5 The bidder should have a minimum experience of atleast five years in Digital
marketing.
4.2.6 The bidder should have provided ORM Listening & Analytics and Response
Management Services and Social Media Services for atleast two Private /Public sector
Banks operating in India during the last two years.
4.2.7 The bidder must have a minimum of 10 experienced professional in the area of Social
Media management.
4.2.8 The bidder should have full-fledged establishment within India and an office with a
dedicated team in Hyderabad. In case of no office in Hyderabad, bidder to provide a
dedicated team based in Hyderabad to service the account within 30 days from the
date of award of contract.
4.2.9 The bidder must warrant that there are no legal actions being taken against it for any
cause in any legal jurisdiction.
4.2.10 The bidder must not have been black listed by any Government organization or Govt.
agency or Banks in India. (A self-declaration signed by the authorized Signatory to
be enclosed).
4.2.11 Bidders, who have not satisfactorily completed any of the earlier contracts with Bank,
will not be eligible for participation in this tender.
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5 Preparation of Bids
5.1 Technical Bid – Organization and Formats
5.1.1 Technical Bid is to be prepared in a structured manner with proper organization of

documents. Only relevant product literature is to be enclosed with due mapping in
appropriate section of the document. There should be a table of contents with
numbering covering all documents including product literature. Bank may not
evaluate incomplete / unorganized bids.
5.2 Documents required as part of bidder’s profile
5.2.1 This section covers mandatory requirements as part of Technical Bid to be submitted
by the Bidder. The Bidder has to understand the entire requirement and offer a
comprehensive Technical Bid. Technical Bid should contain following documents:
5.2.1.1 Bidder’s covering letter for the proposal
5.2.1.2 Authorisation for Signatory- Power of Attorney or authorization letter
from company.
5.2.1.3 Bidder Profile in format in Annexure
5.2.1.4 Financial Indicators of the bidder in format – supported by audited
annual financial statements for the years 2017-18, 2017-16 and 2016-15.
5.2.1.5 Compliance Certificate
5.2.1.6 Certificate confirming contents of soft copy.
5.2.1.7 Statement showing Bidders eligibility criteria.
5.2.1.8 Credentials – from existing clients
5.2.1.9 Team Strength
5.2.1.10 No Deviation Certificate
5.2.1.11 Methodology & Approach of the solution suggested for bank.
5.2.1.12 Team Skill Set & experience - Strategy Expertise, Communication &
Reporting Skills, An Understanding of Digital Trends, ROI-Oriented Attitude,
Flexibility in their approach, know how to execute ideas, expertise digital tools sets.
Graphic Designer, Content Writer, Project manager experience in terms of
qualifications, projects handled, recognitions etc.,
5.2.1.13 Strategic Approach – Agency that presents a long-term approach – with
thoughts on how they’re going to generate ongoing engagement with fans acquired;
with ideas for how to maintain attention between larger spikes in activity.
5.2.1.14 Creative Approach – Campaign ideas that stand apart with the ability to
break-through the clutter.
5.2.1.15 Experience & Case Studies - Concrete examples of work they have
executed for other clients.
5.2.1.16 Capabilities & strengths presented for each of the services mentioned.
5.2.1.17 Proposed Resources for the engagement
5.2.1.18 Non-disclosure agreement.
5.3 Documents required as part of Technical proposal
 The Technical Bid Project Plan with timelines for implementation

 All the documents included in this RFP from Annexure 1 to Annexure 12 &
Annexure RA-1 & Annexure RA-2
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5.4 Cost of Bid documents
 Demand Draft covering cost of bid.
5.5 Earnest Money Deposit
 The Bidder is required to deposit of sum of Rs. 5,00,000/-, Rupees Five Lakh
only in the form of a Demand Draft / Banker’s Cheque / Pay order in favor of
‘Andhra Bank’ payable at Hyderabad as Earnest Money Deposit. The bidder
may however submit a Bank Guarantee for 180 days issued by a Scheduled
Commercial Bank in lieu of EMD by way of Demand Draft / BC / The format of
Bank Guarantee is provided.
 The EMD (bid Security) / Bank Guarantee of successful Bidder shall be
refunded after furnishing performance Guarantee as required by the Bank.
 EMDs / Bank Guarantees furnished by all unsuccessful Bidders will be returned
on the expiration of the bid validity / finalization of successful Bidder,
whichever is earlier.
 The EMD made by the bidder will be forfeited if:
 The Bidder withdraws his bid before opening of the bids.

 The bidder withdraws his bid after opening of the bids but before acceptance
of “Letter of Intent” or “Purchase Order”.
 The selected bidder withdraws his bid / proposal before furnishing an
unconditional and irrevocable Performance Bank Guarantee.
5.6 Commercial Bid
5.6.1 The Commercial Bid should be prepared strictly in sync with the Technical Bid without
contradictions. The items which are included in Technical Bid and not quoted with
appropriate price are deemed as included without additional price impact.
5.6.2 The indicative Commercial Bid Form in Annexure (Form 1 & Form 2) should be
enclosed.
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6 Evaluation of Bids
6.1 Evaluation process
6.1.1 The evaluation process for ORM, Social Media Listening and Media Management
services will be a two-step process. The evaluation of the technical proposal will be
conducted first. The details of the technical evaluation criteria are provided in
subsequent sections.
6.1.2 The bidders who have qualified based on the technical evaluation will be considered
for evaluation of their commercial proposal. The details of commercial evaluation
criteria are given in section 7.3.
6.2 Technical Bid evaluation
6.2.1 The maximum score for technical bid evaluation is 100.

6.2.2 Bidders are required to score a minimum of 75 in the technical evaluation to be
considered for commercial evaluation
6.2.3 The technical bids will be evaluated based on the data provided by the Bidder as a
part of the response in addition to all the assertions provided.
6.2.4 The bids received and accepted will be evaluated by the Bank to ascertain the best
suited for the bank and the lowest bid in the interest of the Bank basing on bidder’s
response to the eligibility criteria, scope, and technical requirement specifications as
detailed in this document.
6.2.5 The Bank expects the responses that explain clearly the deliverables offered in terms
of a fully secured, reliable and professionally managed services to ensure
confidentiality, integrity and availability of data at all times, cost effectiveness and
overall benefit to the Bank.
6.2.6 The bidder has to comply with various terms and conditions of RFP.
6.2.7 The bidder shall cover in his response full scope, requirements and deliverables as
per the RFP and also to meet the intent of the RFP, whether or not explicitly mentioned
in the RFP.
6.2.8 Setting of Evaluation criteria for short-listing of Bidders, final selection of selected
bidder will be entirely at the discretion of the Bank. The decision of the Bank in this
regard will be final and in this connection no correspondence will be entertained.
6.2.9 The Bank at discretion may call for a presentation either at the time of technical
evaluation if required or at any time before opening commercial bids to satisfy itself
about the capabilities of the Bidder etc.
6.2.10 It is to be understood clearly by the bidders that the selection process requires them
to have adequate expertise in offering ORM, Social Media Listening and Media
Management services.
6.2.11 Bidder has to show the capabilities of the services to meet all the requirements
specified in this document.
6.2.12 No request for change in date / time shall be entertained after communication by the
bank.
6.2.13 The Technical Bid shall contain the details of the bidder in terms of their experience,
the details of clients availing their services.
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6.2.14 Bank may at its discretion choose to interact with references furnished in the proposal
and the vendor needs to obtain their consent before hand for an independent enquiry
by the Bank.
6.2.15 The Technical scoring sheet and various other submissions in the Technical Bid will
be suitably evaluated to arrive at over all Technical bid score.
6.2.16 The procedure for Technical Evaluation is provided in Annexure 6.
6.3 Commercial evaluation
6.3.1 The commercial bidding process will be through an e-procurement reverse auction
process. The bidders who are Technically Empanelled can participate in the online
reverse auction.
6.3.2 The envelope containing Indicative Commercial Offer, should include only the
indicative commercial quote for the product offered as per the format enclosed. Please
note that no other information other than the price & other information called for
should be furnished
6.3.3 The time and date of reverse auction, along with the details of the service provider
conducting the reverse auction will be informed to technically empanelled vendors
through e-mail.
6.3.4 The Technically Qualified bidder with the lowest Commercial Bid after reverse auction
and scrutiny would be declared as L1.
6.3.5 Successful bidder has to submit the detailed price bid confirming to the TCO finalised
in the reverse auction process as per the format of indicative commercial bid
submitted, within 2 days after the reverse auction is completed.
6.3.6 The bidder whose price bid is accepted will be referred to as “Selected Bidder” and
the bank will notify the name of the Selected Bidder.
6.4 Business Rules and Terms & Conditions of Reverse Auction
6.4.1 Reverse Auction event will be carried out among the Technically Empanelled bidders,
for providing opportunity to the bidders to quote the price dynamically for the
procurement for which this RFP is floated
Applicability:
6.4.2 Reverse Auction is carried out under the framework of rules that are called Business
Rules.
6.4.3 All bidders participating in Reverse Auction shall understand/accept and give an
undertaking for compliance with the same to the Bank in the prescribed Annexure-
RA-1 enclosed as annexure.
6.4.4 Any bidder not willing to submit such an undertaking shall be disqualified for further
participation respecting the procurement in question.
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Eligibility of Bidders to participate in Reverse Auction:

6.4.5 Bidders, who are technically empanelled and accept the Business Rules, Terms &
conditions of Reversion Auction, and submit the undertakings as per Annexure-RA-1,
can only participate in Reverse Auction process. Bidders not submitting the above
undertaking or submitting with deviations / amendments thereto will be disqualified
from further evaluation / participation in the process of relevant procurement.
Compliance/Confirmation from the Vendor:

6.4.6 The bidder participating in Reverse Auction shall submit the following duly signed by
the same Competent Authority who signs the offer documents in response to the RFP:
a) Acceptance of Business Rules for Reverse Auction and undertaking as per
format in Annexure-RA-1.
b) Agreement between service provider and vendor (This format will be given by
the service provider prior to announcement of Reverse Auction.)
c) Letter of authority authorising the name/s of official/s to take part in Reverse
Auction as per format Annexure-RA-2.
Training
6.4.7 The Bank will facilitate training for participation in Reverse Auction either on its own
or through the Service Provider for the Reverse Auction.
6.4.8 Where necessary, the Bank/Service provider may also conduct a ‘mock reverse
auction’ to familiarize the bidders with the Reverse Auction process.
6.4.9 Any bidder not participating in training and/or ‘mock reverse auction’ shall do so at
his own risk and it shall not be open for him to make any complaint/grievance at a
later date.
Total Cost of Ownership (TCO)
6.4.10 Total Cost of Ownership (TCO) refers to the aggregate amounts payable by the Bank
to the vendor for the contract period for all services rendered.
6.4.11 TCO shall encompass the following:
a) Cost of the equipment/product or services
b) All existing taxes (including GST etc), duties and levies.
Date/Time for Training

6.4.12 The Venue, Date, Time etc. for training in Reverse Auction shall be advised at the
appropriate time.
6.4.13 The Bank shall endeavour to fix such Date/Time at mutual convenience to the
bidder/s, Service Provider and the Bank.
6.4.14 No request for postponement/fixing of Training Date/Time shall be entertained which
in the sole view and discretion of the Bank might result in any avoidable delay to
either Reverse Auction or the whole process of selection of Vendor.
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Date/Time of Reverse Auction

6.4.15 The Date and Time of commencement of Reverse Auction as also the Duration of
‘Reverse Auction Time’ shall be communicated at least 7 working days prior to such
auction date.
6.4.16 Any force majeure or other conditions leading to postponement of auction shall entitle
the bank to postponement of auction even after communication, but, the Bank shall
be obliged to communicate to all participating bidders the ‘postponement’ prior to
commencement of such ‘Reverse Auction’.
Conduct of Reverse Auction
6.4.17 The Reverse Auction shall be conducted on a specific web portal meant for this
purpose.
6.4.18 The Reverse Auction may be conducted by the Bank itself or through a Service
Provider specifically identified/appointed/empanelled by the Bank.
Service Provider’s Role & Responsibilities
6.4.19 In all Reverse Auctions conducted by the Bank through a Service Provider, the Bank
shall enter into a separate agreement clearly detailing the role and responsibilities of
the Service provider hosting the web portal for the Reverse Auction.
6.4.20 For creating necessary obligations and rights, the Service Provider will also enter into
an agreement with each bidder as per the format designed by the Service Provider
for this purpose. The Bank shall resolve any points/issues concerning such agreement
of the bidders and Service Provider.
6.4.21 While a Service Level Agreement (SLA) by the Bank with the Service Provider is an
agreement for smooth and fair conduct of the Reverse Auction, the Bank shall be
directly responsible to the bidders for fair and transparent conduct of Reverse Auction.
6.4.22 The Service Provider at the end of each reverse Auction shall provide the Bank with
all details of the bids and the reports of Reverse Auction.
6.4.23 The Service Provider shall also archive the data pertaining to the Reverse Auction for
a minimum period of 3 years.
Training and Auction
6.4.24 Service Provider/auctioneer is responsible for conduct of adequate training to all
technically qualified bidders representing the Reverse Auction and bidding process.
6.4.25 Each bidder shall participate in the training at his/their own cost.
6.4.26 Wherever it is considered necessary and asked by the bidders or as decided by the
Service provider/auctioneer or by the Bank, a mock auction may also be conducted
for the benefit of all concerned.
6.4.27 Authorized representatives of the bidders named in the authorization letter given by
the bidders (Annexure-RA-2) shall be given unique user name and password by the
Service Provider/auctioneer.
6.4.28 Each bidder shall change the password and edit the information in the registration
page after receipt of initial password.
6.4.29 All the bids made from the log-in ID given to the bidders shall ipso-facto be considered
bid made by the bidder to whom log-in ID and password were assigned by the Service
Provider/auctioneer.
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6.4.30 Any bid once made through the registered log-in ID/password by the bidder cannot
be cancelled. The bidder, in other words, is bound to sell the ’Offering’ as per the RFP
at the bid price of TCO.
6.4.31 Every successive bid by the bidder being decrement bidding shall replace the earlier
bid automatically and the final bid as per the time and log-in ID shall prevail over the
earlier bids.
6.4.32 The Bank shall conduct the Reverse Auction as per the Standard English reverse
auction, that is, no two bids can have identical price from two different bidders. In
other words, there shall never be a ‘TIE’ in bids.
Proxy Bid
6.4.33 A proxy bid is one where the bidder can submit the lowest bid amount by him in strict
confidence to the system directly. This obviates the need for him in participating in
the bidding process until the proxy bid amount is decrementally reached by other
bidders.
6.4.34 When proxy bid is reached, the bidder has an option to revise the proxy bid amount
or he can prefer to start participating in the bidding process.
6.4.35 Since it is an English auction with no ties, two bidders submitting identical proxy bid
amount and succeeding in auction simultaneously does not arise.
6.4.36 During the training, the issue of proxy bidding will be clarified in detail by the Service
Provider/auctioneer.
Transparency in Bids
6.4.37 All bidders will be able to view during the auction time the current lowest price in
portal. Bidder shall be able to view not only the lowest bid but also the last bid made
by him at any point of time during the auction time.
Masking of Names
6.4.38 Name of bidders shall be anonymously masked in the Reverse Auction process and
the bidders will be given suitable dummy names.
6.4.39 After completion of Reverse Auction, the Service Provider/auctioneer shall submit a
report to the Bank with all details of bid and the original names of bidders as also the
L1 bidder with his/their original names.
Start Price
6.4.40 Banks shall determine the start price either on its own or through the indicative
commercial bid. Based on the price band so informed by the vendors, Bank would
determine the start price for Reverse Auction.
Decremental Bid Value
6.4.41 The bidders shall be able to bid only at a specified decrement value and not at any
other fractions. The bid decrement value shall be Rs. 5000/- or 0.25% of the start
price of the Reverse Auction, whichever is higher.
6.4.42 The bid decrement value shall be rounded off to the nearest thousands of rupees.
6.4.43 For the sake of convenience of the bidders, the web portal shall display the next
possible decrement value of the bid. It is not, however, obligatory on the part of the
bidders to bid at the next immediate lower level only. That is, bids can be even at 2
or 3 levels lower that the immediate lower level.
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Copy of Business Rules

6.4.44 The Bank shall supply copy of the Business Rules to any bidder wishing to participate
in the Reverse Auction. Such request shall be made in writing to the Bank by an
authorized representative of the bidder.
6.4.45 The Bank shall also handover a copy of the Business Rules with a covering letter duly
signed by an authorized signatory of the Bank.
6.4.46 For any dispute concerning the Business Rules, the hard copy of Business Rules
supplied by the Bank for the reference of Reverse Auction process will alone be
considered as final and binding.
Reverse Auction Process
6.4.47 In order to reduce the time involved in the procurement process, Bank shall be
entitled to complete the entire process through a single Reverse Auction. For this
purpose, Bank shall do all it can to award the contract to L1 bidder.
6.4.48 The Bank shall however, be entitled to cancel the procurement through Reverse
Auction process, if in its view procurement through Reverse Auction process cannot
be conducted in a fair manner and / or in the interest of the Bank.
6.4.49 The successful bidder shall be obliged to provide a Bill of Material at the last bid price
at the close of auction.
Expenditure on Reverse Auction
6.4.50 All expenses of Reverse Auction shall be borne by the Bank.
6.4.51 The bidders, however, shall attend the training or mock auction at their own cost.
Change in Business Rules

6.4.52 Any change in Business Rules as may become emergent and based on the experience
gained shall be made only by a committee of Senior / Top executives of the Bank.
6.4.53 Any / all changes made in Business Rules shall be uploaded in the Bank’s website
immediately.
6.4.54 If any Reverse Auction process has commenced and a change is made in Business
Rules, it shall be informed immediately to each bidder and his concurrence to /
acceptance of the change shall be obtained in writing by the Bank.
Don’ts Applicable to the Bidders
6.4.55 No bidder shall involve himself / itself or any of his / its representatives in any price
manipulation directly or indirectly with other bidders. If any such practice comes to
the notice of the Bank, the Bank shall disqualify the bidder/bidders concerned from
the Reverse Auction process.
6.4.56 Bidder shall not disclose details of his bids or any other details concerning the Reverse
Auction process of the Bank to any other third party without specific permission in
writing from the Bank.
6.4.57 Neither Bank not Service Provider / auctioneer can be held responsible for
consequential damages such as no power supply, system problem, inability to use
the system, loss of electronic information, power interruptions, UPS failure etc. Bank
shall, however, entertain any such interruptions, problems with an open mind and
fair degree of transparency in the process before deciding to stop or extend the
auction.
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Grievance Redressal
6.4.58 Any aggrieved bidder through Reverse Auction process can make a complaint in
writing within 48 hours of the Reverse Auction to the Chief Compliance Officer of the
Bank.
6.4.59 The Chief Compliance Officer along with the members of the Grievance Redressal
Committee shall give a personal hearing to the aggrieved bidder and decide upon the
complaint/grievance.
6.4.60 Decision of the Grievance Redressal Committee shall be binding on the Bank as well
as on the bidders participating in the Reverse Auction.
Errors and Omissions
6.4.61 On any issue or area of material concern in respect of Reverse Auction not specifically
dealt with in these Business Rules, the decision of the Bank shall be final and binding
on all concerned.
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7 Bid submission
7.1 Cost of Bid
7.1.1 The Bidder is required to submit a Demand Draft amounting to Rs. 20,000/- in favour
of Andhra Bank along with the bid. This is to be submitted in a separate envelope
along with the Bid response. This amount is not refundable.
7.2 Earnest Money Deposit (EMD)
7.2.1 The Bidder is required to deposit a sum of Rs. 5,00,000/- Rupees Five Lakh only in
the form of a Demand Draft / Banker’s Cheque / Pay order in favour of ‘Andhra Bank’
payable at Hyderabad as Earnest Money Deposit. The bidder may however submit a
Bank Guarantee for 180 days issued by a Scheduled Commercial Bank in lieu of EMD
by way of Demand Draft / BC / The format of Bank Guarantee is provided.
7.2.2 This is to be submitted as part of the Technical Proposal.
7.2.3 No interest will be paid on the EMD.
7.2.4 The EMD (bid Security) / Bank Guarantee of successful Bidder shall be refunded after
furnishing performance Guarantee as required by the Bank.
7.2.5 EMDs / Bank Guarantees furnished by all unsuccessful Bidders will be returned on the
expiration of the bid validity / finalization of successful Bidder, whichever is earlier.
7.2.6 The EMD made by the bidder will be forfeited if:
 The bidder withdraws his bid before opening of the bids.
 The bidder withdraws his bid after opening of the bids but before acceptance
of “Letter of Intent” or “Purchase Order”.
 The selected bidder withdraws his bid / proposal before furnishing an
unconditional and irrevocable Performance Bank Guarantee.
 The bidder violates any of the provisions of the terms and conditions of the
RFP in the process of evaluation and upto submission of Performance Bank
Guarantee.
7.2.7 Failure to accept the order by the Selected Bidder within seven days from the date of
receipt of the order makes the EMD liable for forfeiture at the discretion of Bank.
However Bank reserves its right to consider at its sole discretion the late acceptance
of the order by selected Bidder.
7.2.8 Failure to submit the Performance Guarantee with in stipulated period from the date
of execution of the contract makes the EMD liable for forfeiture. In such instance,
Bank at its discretion may cancel the order placed on the selected Bidder without
giving any notice.
7.2.9 The Performance Bank Guarantee is to be furnished for a sum equivalent to 10% of
the Contractual value covering the entire contractual period.
7.3 General terms of Bid submission
7.3.1 The offers should be made strictly as per the formats enclosed.
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7.3.2 The Bidder should bear all the costs associated with the preparation and submission
of their bid and Bank will in no case be responsible or liable for these costs, regardless
of the conduct or outcome of the bidding process.
7.3.3 Two copies of the bid are to be submitted, one in original and the other in copy.
7.3.4 The bid should be signed by the Bidder or any person duly authorized to bind the
bidder to the contract. The signatory should give a declaration and through
authenticated documentary evidence establish that the person is empowered to sign
the tender documents and bind the bidder. All pages of the tender documents except
brochures if any are to be signed by the authorized signatory.
7.3.5 The offers submitted to Bank should preferably not bear any corrections, alterations,
over writings and additions. In such cases, the persons signing the bid should initial
such corrections.
7.3.6 The Bidder is expected to examine all instructions, forms, terms and conditions and
technical specifications in the Bidding Documents. Failure to furnish all information
required by the Bidding Documents or submission of a bid not substantially responsive
to the Bidding Documents in every respect will be at the Bidder’s risk and may result
in rejection of the bid.
7.3.7 No columns of the tender should be left blank. Offers with insufficient information and
Offers which do not strictly comply with the stipulations given above, are liable for
rejection.
7.3.8 Bank may accept or reject, in full or in part, any or all the offers, without assigning
any reason whatsoever.
7.3.9 The bids will be opened in the presence of authorized representatives of the bidders.
However, the representative of the bidder has to produce an authorization letter from
the bidder to represent them at the time of opening of Technical/ Indicative
Commercial bids. Only One representative will be allowed to represent any bidder.
In case the bidder’s representative does not present at the time of opening of bids,
the quotations/bids will still be opened at the scheduled time at the sole discretion of
the Bank.
7.3.10 The bidder must use the entire information furnished in the RFP including scope,
detailed requirements of audit of application and other terms and conditions, while
submitting the response.
7.3.11 All responses should be in English language only. All responses by the Bidders to this
RFP document shall be binding on such Bidders for a period of 180 days from the date
of opening the Technical Bid.
7.3.12 All responses including commercial finalised in reverse auction and technical bids
would be deemed to be irrevocable offers / proposals from the Bidders and may, if
accepted by Bank, form part of the final contact between Bank and Bidder.
7.3.13 Bidders are advised to attach a letter from an authorized signatory attesting the
veracity of the information provided in the response.
7.3.14 Any technical or commercial bid submitted cannot be withdrawn / modified after the
closing date and time for submission of the bid offers unless specifically permitted by
Bank. However, the Bidder may modify or withdraw its offer after submission
provided that, Bank, prior to the closing date and time receives a written notice of
modification or withdrawal.
7.3.15 Bank concludes that everything as mentioned in the RFP documents circulated to the
Bidders and responded by the Bidders have been quoted for by the Bidders in reverse
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auction and there shall be no extra cost associated with the same other than the cost
quoted by the Bidder in reverse auction. The component prices quoted by the bidders
shall be binding for any additional component procurement as needed by the Bank
within the ambit of the scope of work including any extensions to the same. The
component prices should be rational and in line with the overall prices quoted. Any
irrational pricing of components can lead to disqualification of the bid.
7.4 Two stage bidding process
7.4.1 For the purpose of selection of the ORM, Social Media Listening and Media
Management services, a two-stage bidding process will be followed.
7.4.2 The response to the present tender is to be submitted in two parts, i.e. the Technical
Bid and the indicative Commercial Bid. The bidders will have to submit the ‘Technical
Bid’ separately from the ‘indicative Commercial Bid’. The commercial bidding process
will be through e-procurement reverse auction process.
7.4.3 The bidder has to submit their response in hardcopy and softcopy in Microsoft Office
document formats for Technical Bid.
7.4.4 The ‘Technical Bid’ will contain the exhaustive and comprehensive details of approach,
methodologies to be followed, assertions, documents and any other collateral the
Bidder would want to submit to the Bank.
7.4.5 The ‘Indicative Commercial Bid’ will contain the indicative pricing information alone.
7.4.6 The Technical Bid should NOT contain any pricing or commercial information at all.
Any bids violating this will be summarily rejected and the bids shall be disqualified
from further evaluation.
7.4.7 In the first stage, only the ‘Technical Bids’ will be opened and evaluated. Those
bidders satisfying the technical requirements of the solution, as determined by
Andhra Bank and as per the requirements/specifications and the terms and conditions
of this document, shall be short-listed.
7.4.8 In the second stage, the indicative commercial bids will be opened and e-procurement
reverse auction process will be conducted for shortlisting the L1 bidder.
7.4.9 Bank may call for any clarifications/ additional particulars required, if any, on the
technical/ commercial bids submitted. The bidder has to submit the clarifications/
additional particulars in writing within the specified date and time. The bidder’s offer
will be disqualified, if the clarifications/ additional particulars sought are not submitted
within the specified date and time.
7.4.10 Bank reserves the right to call for a presentation on the features etc., from the short-
listed bidders based on the technical bids submitted by them to make an evaluation.
7.4.11 Bidders must acquaint themselves fully with the conditions of the bids. No plea of
insufficient information will be entertained at any time.
7.5 Sealing and marking of Bids
7.5.1 The offer should be submitted in two separate sealed covers containing Technical
(Technical Bid) proposal and Indicative Commercial Bid.
7.5.2 The sealed covers containing the Technical offer and the Indicative Commercial offer
should in turn be put in a sealed outer envelope to be super-scribed as “Technical
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and Indicative Commercial offers for ORM, Social Media Listening and Media
Management services”.
7.5.3 The envelope containing Technical Offer should include only Bidder’s Profile (as per
enclosed format), Relevant Technical Bid Forms and Standard Printed Technical
Literature/Brochure etc., for the bid.
7.5.4 The envelope containing Indicative Commercial Offer should include only the
indicative commercial quote for RFP for ORM, Social Media Listening and Media
Management services (as per the formats enclosed). Bidder to note that no other
information other than the price should be furnished along with this offer.
7.6 Commercial bid Finalised through Reverse auction process:
7.6.1 Successful bidder has to submit the detailed commercial bid as per the format of
indicative commercial bid submitted, strictly complying to the TCO finalized in the
Reverse Auction Process within 2 days after the reverse auction is completed
7.6.2 Cost figures should be presented separately for each of the line item mentioned as
per Form 2 Indicative Commercial bid.
7.6.3 The Bidder has to quote in Indian Rupees only and bids in currencies other than INR
would not be considered.
7.6.4 The prices and other terms offered by Bidders must be in force for a period of 180
days from the date of Reverse Auction.
7.6.5 All costs should be for door delivery are inclusive of all taxes, duties, charges and
levies of State or Central Governments, as applicable, at the date of signing the
Agreement and subject to deduction of all statutory deductions applicable, if any. The
benefits realized by Bidder due to lower rates of taxes, duties, charges and levies
shall be passed on by Bidder to Bank.
7.6.6 Any additional expenses incurred by the Bidder due to increase in taxation, duties,
charges and levies, the same shall be reimbursed to the Bidder on production of
satisfactory proof.
7.6.7 The Bidder has to include all costs like Travel, Lodging & Boarding, Local Travel
expenses, etc incurred during the entire period of contract.
7.6.8 The prices quoted by the Bidders shall include all costs including GST that need to be
incurred.
7.7 Bid submission
7.7.1 Bidders are not permitted to submit more than one bid.
7.7.2 The cost of bidding and submission of the bids is entirely the responsibility of the
Bidders, regardless of the conduct or outcome of the tendering process.
7.7.3 Bids sealed in accordance with the Instructions to bidders should be delivered as
mentioned in the Bid schedule. Bids may be sent by registered post or hand delivery,
so as to be received at the address given below in contact details in the tender
schedule.
7.7.4 Receipt of the bids shall be closed as mentioned in bid schedule. Bids received after
the scheduled time will not be accepted by the Bank under any circumstances.
7.7.5 The technical bids will be opened as mentioned in bid schedule.
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7.7.6 Bank will not be responsible for any delay due to postal service or any other means.
7.7.7 The bidders or their authorized representatives shall be present at the time of the
opening of the technical bid. Only one person per bidder will be allowed to be present
at the time of the opening the technical bids.
7.8 Clarification of tender documents
7.8.1 Written requests for clarification may be submitted to the Bank prior to the date
mentioned for the submission of pre-bid queries and clarifications for such queries
shall be provided by the Bank in the pre-bid meeting.
7.8.2 Form should preferably be emailed to the Bank or provided by softcopy – in either
event hardcopy confirmations are to be submitted with the Bid documents.
7.8.3 The queries and clarifications wherever necessary shall be placed in Bank’s web-site
under Tenders column.
7.9 Amendments to tender documents
7.9.1 Amendments to the Tender Document may be issued by the Bank for any reason,
whether at its own initiative or in response to a clarification requested by a
prospective bidder, prior to the deadline for the submission of bids.
7.9.2 The amendments will be posted on Bank’s web site and will be binding on all the
bidders.
7.9.3 From the date of issue, amendments to Terms and Conditions shall be deemed to
form an integral part of the RFP.
7.9.4 Further, in order to provide, prospective Bidders, reasonable time to take the
amendment into account in preparing their bid, the Bank may, at its discretion extend
the deadline for submission of bids.
7.10 Correction of errors
7.10.1 Arithmetic errors in the Bids submitted shall be treated as follows:

7.10.2 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 unless, in the
opinion of the Bank, there is obviously a gross error such as a misplacement of a
decimal point, in which case the line item total will govern.
7.10.3 If a mismatch in the arithmetical accuracy is observed while adding the unit cost and
taxes then the line item cost will be calculated by bank based on the unit cost and
taxes quoted by bidder at actual.
7.11 Confidentiality
7.11.1 Bidder agrees that all information gathered from the Bank including oral enquires,
letters, documents, emails, presentations, interactions, technical documentation,
discussions with Bank’s service providers and documents gathered from Bank’s
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service providers etc. related to the Bank’s business and other information identified
as confidential by the Andhra Bank are confidential information of Bank.
7.11.2 Unauthorized disclosure of any such confidential information will amount to breach
of contractual terms and in such cases Bank may pre-maturely terminate the contract
and initiate any legal action as deemed fit.
7.12 Indemnification
7.12.1 The Bidder shall, at their own cost and expenses, defend and indemnify the Bank
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 use of the Products or any part thereof in India.
7.12.2 The Bidder shall expeditiously meet any such claims and shall have full rights to
defend itself there from. If the Bank is required to pay compensation to a third party
resulting from such infringement, the Bidder shall be fully responsible therefore,
including all expenses and court and legal fees.
7.12.3 The Bidder shall also be liable to indemnify the Bank, at its own cost and expenses,
against all losses/damages, which the Bank may suffer on account of violation by the
Bidder of any or all national/international trade laws, norms, standards, procedures
etc.
7.12.4 The bidder shall always keep indemnified and hold Bank harmless from and against
any and all damages, losses, liabilities, claims, actions, costs and expenses (including
attorneys’ fees) relating to, resulting directly or indirectly from or in any way arising
out of any claim, suit or proceeding brought against Bank by a third party as a result
of non-compliance with Laws in force default in obtaining consents, permissions,
approvals, licenses, etc as may be necessary or required for this project or for the
conduct of their own business under any applicable Law, Government
Regulation/Guidelines, Cancellation of Order.
7.13 Bidders Liability
7.13.1 The bidder’s aggregate liability in connection with obligations, undertaken as a part
of this project regardless of the form or nature of the action giving rise to such
liability, shall be limited to the Total Cost of Ownership (TCO) of the project. The
bidders liability in case of third party claims against the Bank resulting from breach
of confidentiality , Willful Misconduct or Gross Negligence of the bidder, its employees
and subcontractors or from third party claims resulting from infringement of patents,
trademarks, copyrights or such other Intellectual Property Rights shall be unlimited.
7.14 Notification of award

The acceptance of a bid will be communicated in writing at the address supplied by
the Bidder in the bid response. Any change of address of the Bidder, should
therefore be promptly notified to the Asst. General Manager, Head Office, Alternate
Delivery Channels [ TB & NI Dept], Andhra Bank, 5th Floor, Koti, Hyderabad-
500004.
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7.15 Signing of contract
7.15.1 The Bidder shall be required to enter into a contract with Andhra Bank, within 15
days of the award of the tender or within such extended period, at the discretion of
the Bank.
7.16 Other terms and conditions
7.16.1 This RFP document is the property of the Bank and this cannot be copied or used in
any other manner except for the purpose of responding to this tender notice or
without written permission from the Bank.
7.16.2 All the documents submitted along with bids shall also become the property of the
Bank and retained by the Bank unless otherwise specifically mentioned.
7.16.3 The bidder should mention whether he is having any contractual obligation presently
with the Bank, its status and any conflict of interest has arisen in such contractual
obligation.
7.16.4 The implementation methodology and business processes in the implementation of

the Project which are specifically built for Bank will form the property of the Bank
except for those for which Intellectual Property Rights are already established.
7.16.5 Selected bidder has to undertake not to hire, solicit, or accept solicitation for their
employees directly involved in this contract during the period of the contract and one
year thereafter, except as the parties may agree on a case by case basis.
7.16.6 Besides penal provisions, Bank reserves the right to terminate the contract, if the
work is not progressing according to the agreed project plans and when the delay is
attributable to the Bidder either directly or indirectly due to the failure of Proper
Project Management.
7.16.7 Penal Provisions and right of termination is, however, subject to Force Majeure
situation to be defined in the agreement.
7.16.8 The proposal and all supporting documentation submitted by the bidder shall become
the property of Bank – unless the Bank agrees to the bidders’ specific request,
in writing, that the proposal and documentation be returned or destroyed.
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8 General terms and conditions
8.1 Performance Guarantee
8.1.1 Within 21 days of the issue of purchase order the selected bidder must submit a
performance guarantee equivalent to 10 % of the Total Contract value. The bank
guarantee shall be kept valid till completion of contract period. The guarantee shall
contain a claim period of three months from the last date of validity.
8.1.2 In case the selected bidder fails to submit performance guarantee within the time
stipulated above, the bank at its discretion may cancel the order placed on the
selected Bidder without giving any notice.
8.1.3 Thereafter the Bank shall be at liberty to proceed with procurement from the other
technically qualified Bidders within the purview of the same RFP through Reverse
auction process from the other technically short listed Bidders. In such an event, the
initially selected bidder stands disqualified for further participating in the subject Bid.
8.1.4 The selected bidder shall be responsible for extending the validity date and claim
period of all the bank guarantees as and when it is due on account of incompletion
contract.
8.1.5 The bank shall invoke the guarantee before expiry of validity, if the services rendered
by the selected bidders are not satisfactory and not as per the terms of the contract
and SLAs. The bank shall notify the selected bidder in writing before invoking the
guarantee.
8.1.6 The performance guarantee will be discharged by bank and will be returned to the
selected bidder thirty days after expiry of contract period.
8.2 Procedure for claiming payments
8.2.1 The Selected Bidder’s requests for payment shall be made to the Bank in writing
accompanied by Original Invoice detailing the Services offered, date of
commencement of the service etc. The invoice should be raised proactively deducting
applicable penalty if any.
8.2.2 The payments shall be made within 30 days of valid claims that are supported by
invoice, acceptance and upon fulfillment of other conditions stipulated in the contract.
The invoices and other documents are to be duly authenticated by selected bidder.
The payment is subject to deduction of TDS and Liquidated Damages wherever
applicable.
8.2.3 On receiving each payment, the selected bidder shall submit a stamped receipt for
the payment received including TDS. The payment after deducting applicable TDS
will be released centrally from DIT, Cyber Gateway, Madhapur, Hyderabad.
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8.3 Rights of the Bank
8.3.1 The Bank reserves the right to reject any or all bids at any point of time prior to
placing the order without assigning any reasons whatsoever.
8.3.2 The bank reserves the right to re-tender. The bank shall not incur any liability to the
affected bidder (s) on account of such rejection. Bank shall not be obliged to inform
the affected bidder (s) of the grounds for the Bank’s rejection. The bank reserves
the right to modify any technical requirements specifications within the overall scope
of the RFP.
8.3.3 Bank reserves the right to obtain revised commercials from the bidders with regard
to changes in RFP clauses or if the Bank is not satisfied with the prices offered.
8.3.4 The bank reserves the right to release order, part order or more than one order within
the overall contract.
8.3.5 The bank reserves the right to modify the bill of material at any point of time before
the Reverse Auction process for finalization of commercial bid. The Bank reserves the
right to alter the number of locations specified in the tender, and to delete/substitute
items from the ones specified in tender. The Bank also reserves the right to spread
the total order over different phases. Bank may also place order for various services
in addition to the quantities mentioned in this tender at the same terms and
conditions including the cost agreed upon.
8.3.6 This RFP for all intents and purposes is final. However, Bank reserves the right to
bring about any changes in requirements within the overall scope and the same will
be communicated to the Bidder(s) well before time so as to allow the Bidder(s) to
prepare and submit their response.
8.3.7 The Bank reserves the right to call for presentation/demonstration for any or all bids.
8.4 Instructions to the Bidder
8.4.1 The selected Bidder shall take all steps to ensure safety of their and the bank’s
personnel during execution of the contract and also be liable for any consequences
due to omission or act of the selected bidder.
8.4.2 The Bidder shall be fully responsible for providing and maintenance of services as per
the Terms of this RFP.
8.4.3 The Bidder shall specify in the bid, the responsibilities of the Bank during the
execution of contract.
8.4.4 If any further infrastructure of hardware is required to meet the performance criteria
of the bank as stated in the RFP during the tenure of the project would be at the cost
of the selected bidder.
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8.5 Demonstration/Presentation
8.5.1 The selected bidder shall own the responsibility to present that the services offered
are as per the specification/performance stipulated in this RFP and as committed by
the selected bidder, either at site or in his works without any extra cost to the Bank.
However the Bank will bear the traveling, boarding and lodging cost related to its
own personnel.
8.5.2 Intent of RFP: The selected bidder shall provide all required services as per the intent
to this RFP, whether or not explicitly mentioned in this RFP, to ensure the intent of
specification, completeness, operability, interoperability, maintainability and
upgradability of the services.
8.6 Force Majeure
8.6.1 Force Majeure is herein defined as any cause, which is beyond the control of the
selected Bidder or the Bank as the case may be which they could not foresee or with
a reasonable amount of diligence could not have been foreseen and which
substantially affect the performance of the Contract, such as:
8.6.2 Acts of any Government only, including but not limited to war, declared or
undeclared, priorities, quarantines and embargoes. Force Majeure also include
natural calamities arising out of floods, earthquakes, cyclone, etc, and other acts like
terrorists attacks, vandalism etc.
8.6.3 Provided either party shall within ten (10) days from the occurrence of such a cause
notify the other in writing of such causes. The selected bidder or the bank shall not
be liable for delays in performing their obligations resulting from any Force Majeure
cause as referred to and/or defined above.
8.7 Arbitration
8.7.1 All disputes or differences between the parties shall be resolved amicably. If amicable
settlement is not possible, then such disputes and differences shall be resolved
through an Arbitrator mutually agreed upon between the parties. If the parties
cannot agree upon an Arbitrator, then both the Selected Bidder and Bank shall
appoint one Arbitrator each, and both the Arbitrators jointly shall appoint a third
Arbitrator. The decision of the majority of the arbitrators shall be final and binding
on the parties. The arbitrators shall give a reasoned Award. The Arbitration
Proceeding shall be governed by the provisions of the Arbitration Conciliation Act,
1996.
8.7.2 Work under the Contract shall be continued by the selected bidder during the
arbitration proceedings unless otherwise directed in writing by the Bank unless the
matter is such that the works cannot possibly be continued until the decision of the
arbitrator or of the umpire, as the case may be is obtained and save as those which
are otherwise explicitly provided in the Contract, no payment due or payable by the
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Bank, to the selected bidder shall be withheld on account of the ongoing proceedings,
if any, unless it is the subject matter or one of the subject matter thereof.
8.7.3 The venue of the arbitration shall be at Hyderabad, India.
8.8 Applicable law and jurisdiction of court
8.8.1 The Contract with the selected bidder shall be governed in accordance with the Laws
of India for the time being enforced and will be subject to the exclusive jurisdiction
of Courts at Hyderabad (with the exclusion of all other courts)
8.9 Defect liability
8.9.1 In case the service offered is not in accordance with the requirement, and/or do not
achieve the guaranteed performance as specified herein the selected bidder shall
forthwith replace/provide such service at no extra cost to the bank without prejudice
to the other remedies as may be available to the bank under the contract.
8.10 Notices
8.10.1 Notice or other communications given or required to be given under the Contract
shall be in writing and shall be hand-delivered with acknowledgement thereof, or
transmitted by registered post, or by facsimile, provided that where such notice is
sent by facsimile, a confirmation copy shall be sent by registered post within ten days
of the transmission by facsimile, to the address of the receiving party by the other in
writing, provided such change of address has been notified at least fifteen days prior
to the date on which such notice has been given under the terms of the contract.
8.10.2 Any notice or other communications shall be deemed to have validly given on date
of delivery if hand-delivered; if sent by registered post, then on the expiration of
seven days from the date of posting; and if transmitted by facsimile, then on the next
business date after the date of transmission.
8.11 Access for audit
8.11.1 The Bank may periodically conduct Audit either by internal auditors or by external
auditors in respect of security/network access and authorization controls and
procedures, and other product/services provided by the selected bidder. The selected
bidder, as the request of the bank, shall provide access to the bank’s auditors in this
regard whenever and wherever required.
8.11.2 The proposed solution should comply with and be certified to the standards of PA-
DSS (Payment Application Data Security Standard) and the Bidder should have
carried out Information Security audit of the solution interface, copy of which is
required to be submitted along with the bid.
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8.11.3 The external and internal auditors of the bank will be given right to review internal
controls of the vendor. Any weaknesses highlighted during the audit must be
promptly rectified especially where such weaknesses may affect the integrity/internal
controls of the system and/or solution offered to the bank. Consequence to any
observation, if any changes are required in the application, same has to be carried
out by the bidder without any additional cost to Bank.
8.11.4 Bidders should submit third party cert-in empanelled certificate for application and
system audit before going live. Any customization / upgradation / version migration,
bidder has to submit third party cert-in empanelled certificate and risk analysis report
before go live. Bidder has to comply the RBI /other regulatory
bodies/NPCI/IDRBT/3rd party internal audits within stipulated time by the Bank.
8.12 Exit option and contract re-negotiation
8.12.1 The Bank reserves the right to cancel the purchase order and terminate the contract
in the event of happening of one or more of the following conditions:
 Failure of the selected bidder to accept the order within the time stipulated.
 Delay/failure in executing the contract Agreement.
 Failure to furnish the performance guarantee within 21 days after issuing the
Purchase order
 Failure to maintain guaranteed uptime
 Breach of terms and conditions of the contract.
8.12.2 The cancellation of the purchase order will be, besides the bank’s right to invoke
performance guarantee or without prejudice to its rights to initiate any other action
as the bank may deem fit. The Bank shall be the sole judge to decide about the
happening of one or more of the conditions mentioned above.
8.12.3 However, during all such times of disagreement, when contract is terminated, the
bank shall make alternative arrangements within a period of 6 months and till an
alternative arrangement is made the selected bidder shall render all the services and
support as agreed as per the original terms of contract.
8.12.4 However, the bank shall pay to the bidder amount due to him towards the product
and services already provided/rendered as per the contract. Such payment shall be
subject to other terms and conditions of RFP like LD etc.
8.12.5 Not, withstanding what is stated above, the cancellation of the purchase order will be
besides the bank’s right to invoke performance guarantee or without prejudice to its
rights to initiate any other action as the bank may deem fit.
8.12.6 Bank also has the right to cancel the contract without cause by giving 3 months
advance notice.
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8.13 Sensitive information
8.13.1 Any confidential business related or sensitive information which the selected bidder
comes across during the implementation of the project shall not be divulged/disclosed
to anyone without the prior consent of the bank. If the information is so divulged,
that may cause loss to the Bank, the Bank will have the right to invoke the
performance guarantee with or without any notice to the Bidder.
8.14 Security, Configuration, Monitoring and Audit
8.14.1 The proposed services to be provided by the selected bidder must comply with the
various Guidelines issued by the Bank and RBI from time to time.
8.14.2 The baseline security configuration of Operating System, Database, Web server and
all other applications to be done by the bidder, according to the industry best
practices.
8.14.3 Compliance with security best practices may be monitored by periodic Information
security audits performed by or on behalf of the Bank. The periodicity of these audits
will be decided at the discretion of the Bank. Periodicity for Regulatory Audits would
be required as per the rules and guidelines laid down by the regulator or as required
by the regulator. These audit plan to include, but are not limited to, a review of:
access and authorization procedures, physical security controls, input/output
controls, DB controls, backup and recovery procedures, network security controls and
program change controls.
8.14.4 To the extent that the Bank deems it necessary to carry out a program of inspection
and audit to safeguard against threats and hazards to the confidentiality, integrity,
and availability of data, the Bidder shall afford the Bank‟s representatives access to
the Bidder‟s facilities, installations, technical resources, operations, documentation,
records, databases and personnel.
8.14.5 The Bidder must provide the Bank access to various monitoring and performance
measurement systems (both manual and automated). The Bank has the right to get
the monitoring and performance measurement systems (both manual and
automated) audited without prior approval / notice to the Bidder.
8.14.6 The bidder has to submit integrity certificate ensuring that the application is free from
embedded malicious/ fraudulent codes. Bidder has to comply with security
requirements
8.15 Termination of the Contract
8.15.1 The Bank reserves the right to cancel the contract placed on the selected bidder and
recover expenditure incurred by the Bank in the following circumstances:
 The selected bidder commits a breach of any of the terms and conditions of
the bid.
 The selected bidder goes in to liquidation/insolvency voluntarily or otherwise.
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 An attachment is levied or continues to be levied for a period of 7 days upon

the effects of the bid.
8.15.2 Bank also has the right to cancel a portion of the contract by giving 3 months advance
notice, if the bank is not satisfied by the service offered by the bidder.
8.15.3 However, the bank shall pay to the bidder amount due to him towards the product
and services already provided/rendered as per the contract. Such payment shall be
subject to other terms and conditions of RFP like LD etc.
8.15.4 Bank has the rights to terminate the contract without cause.
8.16 Taxes and Duties
8.16.1 The price quoted shall be inclusive of all taxes and duties. However, all taxes and
duties as applicable shall be indicated separately in the commercial bid only.
However, the prices, Taxes and duties etc, quoted shall be taken into account for the
purpose of arriving at L1.
8.16.2 Any increase in Taxes/Duties at actual shall be paid by the bank on production of
proof by the bidder. Any decrease in Taxes and duties etc shall be passed on to the
bank by the selected bidder.
8.16.3 The selected bidder shall be solely responsible for arranging the foreign exchange
release and import license or any materials, components, bought out items that may
be required to be imported for the purpose of performing the work under this RFP
and accordingly the bid prices shall include all the customs, import duties, levies,
license fee etc., payable by the selected bidder on imported items and Bank is not
liable in this regard whatsoever.
8.17 Confidentiality of the Document
8.17.1 This document is meant for the exclusive purpose of bidding as per the specifications,
terms and conditions and scope indicated and shall not be transferred, reproduced or
otherwise used for purposes other than for which it is specifically issued.
(A Radhakrishna)
Asst. General Manager
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9 Annexure 1 – Compliance Certificate
To,
The Asst. General Manager,
Andhra Bank,
Head Office,
Alternate Delivery Channels [ TB & NI Dept]
5th Floor , Koti , Hyderabad-500004
Dear Sir,
Subject: Declaration and Acceptance of Terms and Conditions and Confirmation of

offer
The details submitted in the this document are true and correct to the best of our
knowledge and if it is proved otherwise at any stage of execution of the contract,
Andhra Bank has the right to summarily reject the proposal and disqualify us form
the process.
We confirm having understood the entire bid process, contents of RFP with all its
terms and conditions and undertake to abide by the terms and conditions. We have
also understood that the Bank may add, alter, modify the terms and conditions and
post the required information in its web-site under Tenders column and all such
additions, modifications, alterations will form part of the RFP.
We hereby acknowledge and confirm having accepted that the Bank can at its
absolute discretion apply whatever criteria it deems appropriate and fit, not just
limiting to those criteria set out in the RFP, in short listing of bidders.
We confirm having met all the criteria set out for Bidder’s eligibility including financial
soundness. We also confirm that we are not blacklisted by any Government
organization or Govt. agency or Banks in India There is no legal action against our
organization for any cause in any legal jurisdiction which will impose restrictions to
the ability of the Bidder in carrying out its obligations under this RFP.
We confirm and warrant that key project personnel to be deployed in this project
have been sufficiently involved in similar projects in the past.
Authorized Signatory with Seal
Date:
Place:
Internal 37
Andhra Bank
RFP for
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10 Annexure 2 – Bidder Constitution and Contact Profile
Company Profile
1. Name of the Company:
2. Address of Registered Office / Head Office:
3. Phone Number (with STD Code):
4. Fax Number:
5. E-mail id:
6. Constitution (Public Ltd Co., / Pvt Ltd Co. / Partnership/ Proprietary Concern
etc.):
7. Date of Establishment:
8. Name of Chief Executive:
9. Name of Local Contact Person and Phone No at Hyderabad:
10. Location of Factory, if applicable:
11. Line of Activity:
12. Date from which the product offered in the tender are marketed:
13. Products Developed / Serviced (Attach product literature)
14. Details of Quality Certifications Obtained for the Company & its Products, such
as ISO-9001:2000 etc. (attach Photostat copies).
15. Total Number of Employees:
Authorized Signatory with Seal

Date:
Place:
Internal 38
Andhra Bank
RFP for
November 2018
11 Annexure 3 – Financial Details of the Company
(To be included in Technical Bid Envelope)
(In Rs in Lakhs)
2015-16 2016-17 2017-18
Audited (A) / Provisional (P) (A) (A) (A/P)
Paid up Capital
Tangible Net Worth
Total Assets
Total Sales (net of excise)
PBDIT
Profit after Tax
Attach annual reports / duly audited financial statements for the latest three financial
years.
Date: Signature of Authorized Official with Seal

Place:
Internal 39
Andhra Bank
RFP for
November 2018
12 Annexure 4 –Bidder’s Support Centre at Hyderabad
Number of Offices within India:
Total Number of Offices:
Furnish information about Support Centers at Hyderabad
Name of
Person
No. Of Qualified Whether adequate
In-
Sl. City / Support Engineers trained Manpower,
Address charge
No. State & their knowledge base
and
qualifications available for support
Phone
No

Place:
Internal 40
Andhra Bank
RFP for
November 2018
13 Annexure 5 – Credentials: Projects handled by bidder
(Multiple sheets to be used to provide reference site details)
Name of the Bidder:
# Name of the Client/s Contact Telephone Address

where Social Media Person’s Number &
Services have been Name eMail Id
provided
1.
2.
3.
4.
5.
6.

Place:
Internal 41
Andhra Bank
RFP for
November 2018
14 Annexure 6 –Eligibility Criteria

Compliance
# Pre-qualification Criteria
(Yes/No)
1. The Bidder must be a registered company in India under Company Act 1956
& subsequent amendments in 2013.
The bidder should be a government organization/ Public sector unit/

2. Partnership firm / Limited Company/ Private Limited Company having its
Registered Office in India since last 5 years as on 31/03/2018.(Relevant
documents of registration should be submitted as part of the proposal).
The bidder should have a minimum turnover of Rs. Two Crores each year
3.
during last two financial year i.e. 2016-17 and 2017-18. Balance sheet
copies to be submitted as part of the proposal
4. The Bidder should be in profit for last two financial years i.e. 2016-17 and
2017-18. Balance sheet copies to be submitted as part of the proposal.
5. The bidder should have a minimum experience of atleast five years in Digital
marketing.
The bidder should have provided ORM Listening & Analytics and Response
6.
Management Services and Social Media Services for atleast two Private
/Public sector Banks operating in India during the last two years.
7. The bidder must have a minimum of 10 experienced professional in the area

of Social Media management.
The bidder should have full-fledged establishment within India and an office
8. with a dedicated team in Hyderabad. In case of no office in Hyderabad,
bidder to provide a dedicated team based in Hyderabad to service the
account within 30 days from the date of award of contract.
9. The bidder must warrant that there are no legal actions being taken against
it for any cause in any legal jurisdiction.
The bidder must not have been black listed by any Government organization
10.
or Govt. agency or Banks in India. (A self-declaration signed by the
authorized Signatory to be enclosed).
11. Bidders, who have not satisfactorily completed any of the earlier contracts
with Bank, will not be eligible for participation in this tender.

Place:
Internal 42
Andhra Bank
RFP for
November 2018
15 Annexure 7 –Functional /Technical Requirement of Social Media Services

# Requirement Compliance
(Yes / No)
1. Defining digital strategy in line with Bank’s overall Branding
objectives, preparing execution plan to achieve those goals
with digital activity calendar through free or paid activities.
Developing an integrated digital marketing plan for all Digital
Channels.
2. Social Media Management - Content Strategy along with
editorial calendar of posts to be proposed at the start of every
month. Preparing quarterly / half-yearly calendar for social
media activities, Assisting in formulating social media
strategies & innovation, Routine Maintenance, Management &
monitoring of all the social media platforms, Campaign
planning, execution and evaluation, Complete responsibility of
creative visuals as per scope of the RFP. Refer Section 2.2
3. End to End responsibility to Design, develop and produce
distinctive, effective creative/content with unique, new and
with a different voice for all requirement of social media
platform.
4. The social listening solution proposed should have the ability
to listen to the Bank’s customers and analyze what they are
saying on various social networks such as twitter, facebook,
blogs, etc
5. The social listening solution should have the ability to scour
social networks and analyze the data and represent it in the
form of easy to read charts and graphs
6. The social listening solution should help the Bank in spotting
emerging trends in customers comments, track marketing
campaigns, respond to service issue before they escalate, gain
insights into competition
7. The solution must support content coming from different
countries and geographical regions.
8. The solution should have the capability to track / restrict
listening based on combination or sources - only twitter or fb
etc.
9. The solution must be able to gather data from the primary
social media platforms –Facebook, Twitter, Blogs, Forums and
YouTube.
10. The solution should also be able to aggregate data from
various media outlets.
11. The solution should be able to search/monitor social media
postings in both real-time as well as perform historical
searches.
12. The solution should be able to capture and store information
from social media sites such as, but not limited to, open posts,
pictures and video.
13. The solution should be able to have a mechanism in place to
cover / track / include websites which are not included in the
current set of tracked sites which may be important to Bank.
14. The Solution should measure industry issues/trends.
15. The solution should have the ability to show how many
customers are talking about the Bank
16. The solution should have the ability to respond to tweets,
posts, blogs, comments posted by customers on the social
media network within the social listening solution
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17. The social listening solution should have the ability to generate
alerts, manage existing alerts, create new alerts for customer
service opportunities
18. The solution shall be capable of generating e-mail alerts on
configurable triggers and shall also be capable of sending SMS
messages in such events.
19. Categorization: The Social Listening tool should allow creation
of labels/bookmark to categorize conversations as per specific
combinations of and /or condition – such as “complaint”,
“suggestion” ,“service query” etc.
20. Command Portal / Site: The solution should allow creation of
command centre that should allow us to have a dynamic visual
representation of live feed of social activates like top tweets /
top influencers / source of discussion etc.
1.0 Sentiment analysis of customers
(Yes / No)
1 Social Media Listening tool should be provided for gathering
data from various social media outlets and news sources.
2 Bidder shall perform sentiment analysis across at least 20
million websites/blog sites, on at least 20,000 messages per
month.
3 The services should have the ability to monitor
conversations and generate text analytics based on
predefined criteria.
4 The services should also determine the sentiment of a
speaker or writer with respect to some topic or document.
The information gathered can guide the organizations public
relations group in assessing the effectiveness of
communication strategies. Indicatively, following are some
of the utility areas of the social media listening:
5 Track reach and spread of brand’s messages and press
releases
6 Identify and reach out to key bloggers and influencers
7 Spot emerging trends, discussion themes and topics.
8 360 degree customer listening to reposition the brand’s
strategy as per customers
9 Monitor customer/ non-customer conversations related to
the brand and process the same to derive insights and
feedback.
10 Suggest appropriate strategies according to the responses
2.0 Social Media Listening services
(Yes / No)
1 The bidder should have credentials for monitoring, managing
and reading insights.
2 Influencer Tracking and Management – The bidder should
have capability in tracking influencers in the social space ie.
Twitter, etc
3 The bidder should undertake reporting on earned mentions in
order to monitor the Bank product/brand health in the social
Internal 44
Andhra Bank
RFP for
November 2018
space to tracking the competition and industry for providing

actionable insights
4 The bidder should provide response management option for
both earned and owned channels
5 Business Impact – Recommendations on potential clients and
respective products should be made based on social listening.
Recommendations to improve existing products should be
made through popular comments in social media
6 Bank Employees with social media accounts and social media
training should be encouraged for sustained activity on all
platforms.
7 Bank Employee base should be leveraged to increase
penetration in social media space
8 Internal Bank Employee groups should be created on social
media platforms for discussion and updates.
9 The bidder also would need to train Bank officials on handling
the social media and the offered solution
3.0 Reporting and Dash boarding portal
(Yes / No)
1 The bidder should provide a dynamic web based reporting
portal for publishing, viewing, storing, accessing all the
reports. This web based portal should be the single platform
for all static, dynamic, adhoc reports.
2 All the dynamic reporting through the portal should be
capable of providing drill up/drill down functionality of the
data presented
3 The solution shall provide customizable dashboard features
and functionalities with graphic presentations having drill
down facilities.
4 The solution must be able to provide summaries or high level
overviews of a specific set of topics.
5 The solution should have a configurable dashboard that can
easily be accessed by internal analysts or management. The
dashboard must support customization by user or group
access. The solution should provide an alerting mechanism
that automatically sends out reports or notifications based
on pre-defined trigger.
6 Reporting: The solution shall provide standard out-of-the
box and customizable reports some of which could be
periodical and others of ad-hoc nature.
7 The tool should have a natural language search capability for
users to access/drill down data
8 The reporting portal should be based in html5 such that the
portal is accessible from various devices (such as laptops,
tablets, phones, etc) and various browses (such as IE,
Chrome, safari, firefox, etc)
If the functionality is available, necessary supporting document is to be enclosed for
each point.
Internal 45
Andhra Bank
RFP for
November 2018

Place:
Internal 46
Andhra Bank
RFP for
November 2018
16 Annexure 8 – Query Format
RFP for ORM listening and Social media

Request for Clarification
services
Assistant General
Manager
To be emailed to:
email id given in the
schedule
Full formal address of the

Name of Organization Name & position of person organization including
submitting request submitting request phone, fax and email points
of contact
Tel:
Fax:
Email:
Section / Page No. RFP Terms Query description

Place:
Internal 47
Andhra Bank
RFP for
November 2018
17 Annexure 9 – Non – Disclosure Agreement Format
(To be included in Technical Bid)
Strictly Private and Confidential
To,
Andhra Bank,
Head Office,
Dear Sir, Date:
Confidentiality Undertaking
We acknowledge that during the course of the Engagement for ‘ORM listening and
Social media services’ as per Bank’s requirements we shall have access to and be
entrusted with Confidential Information. In this letter, the phrase “Confidential
Information” shall mean information (whether of a commercial, technical, scientific,
operational, administrative, financial, marketing, business, or intellectual property
nature or otherwise), whether oral or written, relating to Andhra Bank and its
business that is provided to us pursuant to this Agreement.
In consideration of the bank making Confidential Information available to us, we

agree to the terms set out below:
1. We shall treat all Confidential Information as strictly private and confidential

and take all steps necessary (including but not limited to those required by
this Agreement) to preserve such confidentiality.
2. We shall use the Confidential Information solely for the preparation of the
Engagement and not for any other purpose.
3. We shall not disclose any Confidential Information to any other person or firm.
4. We shall not disclose or divulge any of the Confidential Information directly or
indirectly to any other client of ours.
5. We shall seek the bank’s prior written consent to disclose the information,
except in cases where such disclosure is required by any rule or requirement
of law or any regulatory authority with which we are bound to comply
6. This Agreement shall not prohibit disclosure of Confidential Information:
i. To our employees who need to know such Confidential Information to
assist with the Engagement and in the review processes
ii. To our professional advisers for the purposes of our seeking advice.
Such professional advisors will be informed of the need to keep the
information confidential.
7. This Agreement shall not apply to Confidential Information that:
i. Is in the public domain at the time it is acquired by us
ii. Enters the public domain after that, otherwise than as a result of
unauthorized disclosure by us
iii. Is independently developed by us.
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November 2018
8. This Confidentiality Agreement shall continue for two years after the
completion of the engagement unless and to the extent that the bank may
release it in writing.
9. We acknowledge that the Confidential Information will not form the basis of
any contract between the bank and us.
10. We warrant that we are acting as principal in this matter and not as agent or
broker for any person, company, or firm.
11. We acknowledge that no failure or delay by the bank in exercising any right,
power, or privilege under this Agreement shall operate as a waiver thereof,
nor shall any single or partial exercise thereof or the exercise of any other
right, power, or privilege.
12. This Agreement shall be governed by and construed in accordance with Indian
laws and any dispute arising from it shall be subject to the exclusive
jurisdiction of the Indian courts.
We have read this Confidentiality Undertaking carefully and confirm our agreement
with its terms.
With kind regards

Yours sincerely
Authorised Signatory:
Name:
Title/position:
Date:
Company Seal:
Duly authorised for and on behalf of
Internal 49
Andhra Bank
RFP for
November 2018
18 Annexure 10 – Format of Bank Guarantee (for EMD)
To,
Andhra Bank,
Head Office,
Dear Sirs,
In response to your invitation to respond to your RFP reference No.
________________ , addressed to ___________________ having their registered
office at _____________ (hereinafter called the ‘Bidder’) wish to respond to the said
Request for Proposal (RFP) for self and other associated Bidders and submit the
proposal ORM, Social Media Listening and Media Management services listed in the
RFP document.
Whereas the ‘Bidder’ has submitted the proposal in response to RFP, we, the
____________ Bank having our head office ________________ hereby irrevocably
guarantee an amount of Rs. ______ Lakhs (Rupees ____________ only) as bid
security as required to be submitted by the ‘Bidder’ as a condition for participation in
the said process of RFP.
The Bid security for which this guarantee is given is liable to be enforced/ invoked:
1) If the Bidder withdraws his proposal during the period of the proposal validity;
or
2) If the Bidder, having been notified of the acceptance of its proposal by the
Bank during the period of the validity of the proposal fails or refuses to enter
into the contract in accordance with the Terms and Conditions of the RFP or
the terms and conditions mutually agreed subsequently.
We undertake to pay immediately on demand to Andhra Bank the said amount of
Rupees ________________ without any reservation, protest, demur, or recourse.
The said guarantee is liable to be invoked/ enforced on the happening of the
contingencies as mentioned above and also in the RFP document and we shall pay
the amount on any Demand made by Andhra Bank which shall be conclusive and
binding on us irrespective of any dispute or difference raised by the Bidder.
Notwithstanding anything contained herein:
1) Our liability under this Bank guarantee shall not exceed Rs. ________ Lakhs
(Rupees __________ only).
2) This Bank guarantee will be valid up to __________________; and
3) We are liable to pay the guarantee amount or any part thereof under this Bank
guarantee only upon service of a written claim or demand by you on or before
________________.
In witness whereof the Bank, through the authorized officer has sets its hand and
stamp on this _______________ day of __________________ at
_________________.
Internal 50
Andhra Bank
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November 2018
19 Annexure 11 – Technical Evaluation Procedure
Introduction
1. This document details the evaluation and scoring methodology to be

followed.
2. It provides high level guiding principles to be used for evaluating each of
the evaluation criteria during evaluation of the Bids.
3. This would be an internal document and would serve as a guideline for
scoring for evaluation of bidders for providing ORM, Social Media Listening
and Media Management services to Andhra Bank.
Technical Evaluation
The maximum score in the technical evaluation is 100 (weighted as given in the
table - Scoring Pattern)
Scoring pattern
# Evaluation Criteria Max Marks
Previous experience of the bidder in ORM, Social Media
1 20
Listening and Media Management services.
Experience of the bidder in providing ORM, Social Media
2 Listening and Media Management services for Public / Private 20
sector Banks.
3 Methodology & Approach of the solution suggested for bank. 10
1. Team Skill Set & experience - Strategy Expertise,
Communication & Reporting Skills, An Understanding of
Digital Trends, ROI-Oriented Attitude, Flexibility in their
approach, Know how to execute ideas, expertise digital tools
sets. Graphic Designer , Content Writer , Project manager
experience in terms of qualifications, projects handled,
recognitions etc.,
2. Strategic Approach – Agency that presents a long-term
approach – with thoughts on how they’re going to generate
4 25
ongoing engagement with fans acquired; with ideas for how
to maintain attention between larger spikes in activity.
3. Creative Approach – Campaign ideas that stand apart with
the ability to break-through the clutter.
4. Experience & Case Studies - Concrete examples of work they
have executed for other clients.
5. Capabilities & strengths presented for each of the services
mentioned.
6. Proposed Resources for the engagement
5 Bidder Presentation and Digital Asset set Demo 25
Total 100
 Bidders are required to score a minimum of 75 in the technical evaluation to be

considered for commercial evaluation.
 The bidder shall provide references (including Referee names and contact
details) and a documented project management methodology in respect of
major projects as stated.
Internal 51
Andhra Bank
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November 2018
 The bids will be technically evaluated based on the data provided by the
Bidder as a part of the response in addition to all the assertions provided.
Internal 52
Andhra Bank
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20 Annexure-RA-1 (to be submitted on company letter head by all Bidders

participating in Reverse Auction)
To, Date :
Andhra Bank,
Head Office,
DECLARATION
1. We ______________________(name of the company) hereby confirm having

submitted our bid for participating in Bank’s RFP ref no__________ dated _________
for providing ORM, Social Media Listening and Media Management services.
2. We also confirm having read the terms of RFP as well as the Business Rules relating
to the Reverse Auction for this RFP process.
3. We hereby undertake and agree to abide by all the terms and conditions stipulated
by Bank in the RFP document including all annexures and the Business Rules for
Reverse Auction.
4. We shall participate in the on-line auction conducted by _______________ Ltd.
(Auction Company) and submit our commercial bid. We shall also abide by the
procedures prescribed for online auction by the auction company.
5. We, hereby confirm that we will honor the Bids placed by us during the auction
process, failing which we shall forfeit the EMD. We also understand that the bank
may debar us from participating in future tenders.
6. We confirm having nominated Mr ________________, designated as
______________ of our company to participate in the Reverse Auction on behalf of
the company. We undertake that the company shall be bound by the bids made by
him in the Reverse Auction.
7. We undertake to submit the confirmation of last bid price by us to the auction
company/ Bank within 48 working hours of the completion of event. We also
undertake to submit the Bill of Materials for the TCO (Total Cost of Ownership) in
terms of RFP.
Signature with company seal
Name :
Company/ Organization :
Designation within Company / Organization :
Address of Company / Organization:
Date:
Name of Authorized Representative:

Signature of Authorized Representative:
Verified above signature

Signature of Competent Authority:
Date:
Internal 53
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November 2018
21 Annexure-RA-2: Process Compliance Form
(The Bidders are required to print this on their company’s letter head and sign,
stamp
before submitting)
Letter of Authority for participation in Reverse Auction
To, Date :
Andhra Bank,
Head Office,
1. We ______________________ (name of the company) have submitted

our bid for participating in Bank’s RFP dated _________ for procurement
of ____________.
1. We also confirm having read and understood the terms of RFP as well as
the Business Rules relating to the Reverse Auction for this RFP process.
1. As per the terms of RFP and Business rules, we nominate Mr.

______________, designated as ______________ of our company to
participate in the Reverse Auction.
1. We accordingly authorize Bank and / or the Auction Company to issue user

ID and password to the above named official of the company.
1. Both Bank and the auction company shall contact the above named official
for any and all matters relating to the Reverse Auction.
6. We, hereby confirm that we will honor the Bids placed by Mr. __________ on
behalf of the company in the auction process, failing which we will forfeit the EMD.
We agree and understand that the bank may debar us from participating in future
tenders for any such failure on our part.
Signature with company seal
Name :
Company/ Organization :
Designation within Company / Organization :
Address of Company / Organization:
Date:
Name of Authorized Representative:

Signature of Authorized Representative:
Verified above signature

Signature of Competent Authority:
Date:
Internal 54
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22 Form 1 – Indicative Commercial Bid undertaking letter
To: Date :
Andhra Bank,
Head Office,
Dear Sir,
Reg: Request For Proposal for providing ORM, Social Media Listening and Media
Management services as per Bank’s requirements.
Having examined the Bidding Documents, the receipt of which is hereby duly
acknowledged, we, the undersigned, offer to carryout ORM, Social Media Listening
and Media Management services, in conformity with the said Bidding documents for
the sum of .……………. (Rs. ) or
such other sums as may be ascertained in accordance with the Schedule of Prices
attached herewith and made part of this Bid.
We undertake, if our Bid is accepted, that ORM, Social Media Listening and Media
Management services will be provided as specified in the Schedule of Requirements
/ purchase orders issued from time to time.
If our Bid is accepted, we will obtain the guarantee of a bank in a sum equivalent to
prescribed percent of the each of Purchase Order Price, placed on us, for the due
performance of the Contract in the form prescribed by the Bank.
We agree to abide by the Bid and the rates quoted therein for the orders awarded by
the Bank up to the period prescribed in the Bid which shall remain binding upon us.
Until a formal contract is prepared and executed, this Bid, together with your written
acceptance thereof and your notification of award, shall constitute a binding Contract
between us.
We undertake that, in competing for (and, if the award is made to us, in executing)
the above contract, we will strictly observe the laws against fraud and corruption in
force in India namely “Prevention of Corruption Act 1988”.
We understand that you are not bound to accept the lowest or any Bid you may
receive.
Dated this…………………… Day of………………………..2018.
(Authorised Signatory)
(Name, Designation, seal of the company)
Duly authorized to sign Bid for and on behalf of the company
Internal 55
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November 2018
23 Form 2 – Indicative Commercial Bid Form:
1–
Bidder is expected to provide price for individual item
Service Offered Unit charges Unit Taxes Total Charges for 3
per month (X) per month years [Retainer]
(Y) including taxes
Z = 36 * (X + Y)
Charges payable monthly [Retainer]

for all the services sought under this
RFP
Bidder to note that price bid should be submitted in this format only and all fields
should be properly filled.
We confirm that we have gone through RFP Clause , subsequent addendums and
replies to Pre-bid queries (if any ) and abide the same.
We agree that no counter conditions/assumptions in response to commercial bids

will be accepted by the Bank. Bank has a right to reject such bid.
We are agreeable to payment schedule as per “Payment Terms” of the RFP.
We have not changed the structure of the format nor added any extra line items. We note
that any such alterations will lead to rejection of the bid.

Place:
-: End of Document:-
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Andhra Bank

(A Government of India Undertaking)

Reference No: 666/35/GEN/2018-19/RFP/16 Date: 26.11.2018

Request For Proposal (RFP) for

This document is the property of Andhra Bank. It may not be copied,

2 Last Date for receipt of Queries 04.12.2018 1700hrs

4 Reply to Pre Bid Queries 12.12.2018 1800hrs

8 Website address www.andhrabank.in

10 R F P Fee Rs. 15,000.00

8 General terms and conditions 30

8.1 Performance Guarantee 30

9 Annexure 1 – Compliance Certificate 37

10 Annexure 2 – Bidder Constitution and Contact Profile 38

11 Annexure 3 – Financial Details of the Company 39

12 Annexure 4 –Bidder’s Support Centre at Hyderabad 40

13 Annexure 5 – Credentials: Projects handled by bidder 41

14 Annexure 6 –Eligibility Criteria 42

15 Annexure 7 –Functional /Technical Requirement of Social Media

16 Annexure 8 – Query Format 47

17 Annexure 9 – Non – Disclosure Agreement Format 48

18 Annexure 10 – Format of Bank Guarantee (for EMD) 50

19 Annexure 11 – Technical Evaluation Procedure 51

20 Annexure-RA-1 (to be submitted on company letter head by all

21 Annexure-RA-2: Process Compliance Form 54

22 Form 1 – Indicative Commercial Bid undertaking letter 55

23 Form 2 – Indicative Commercial Bid Form: i

1.1 Bank profile

1.2 About this Request for Proposal (RFP)

2.1 Present setup of Andhra Bank

The detailed scope of work is given below

2.2.2 Understanding the Target Audience –

2.2.3 Objective for Social Media –

is prompt with services. Deeply interested in addressing customers queries / concerns

2.2.4 Brief for content strategy –

2.2.5 What is required from the bidder / agency?

monthly basis. Reports such as Sentiment Analysis, Share of Voice to be provided

2.2.6 Social Media KPIs

2.2.7 Conducting market research

2.2.8 Social Listening / Online Reputation Management (ORM) & Analytics

2.2.9 KPIs for ORM

2.2.10 Sentiment Analysis:

2.2.11 Competitor Benchmarking:

2.2.12 Campaign Tracking:

2.2.13 Team Experience

2.4 Service Levels and Penalties

3.2 Price Freezing

3.3 No Erasures or Alterations

3.4 Payment Terms

4.2 Eligibility of Bidders

5.1 Technical Bid – Organization and Formats

5.1.1 Technical Bid is to be prepared in a structured manner with proper organization of

5.2 Documents required as part of bidder’s profile

5.3 Documents required as part of Technical proposal

 The Technical Bid Project Plan with timelines for implementation

5.4 Cost of Bid documents

 Demand Draft covering cost of bid.

5.5 Earnest Money Deposit

 The Bidder withdraws his bid before opening of the bids.

5.6 Commercial Bid

6.1 Evaluation process

6.2 Technical Bid evaluation

6.2.1 The maximum score for technical bid evaluation is 100.

6.3 Commercial evaluation