RFP FOR IMPLEMENTING METRO MILES LOYALTY/REWARD PROGRAM

APPLICATION FOR COMMUTERS OF KOCHI METRO RAIL LTD

KMRL/PROC/TENDER/2024-25/098 25.02.2025

Kochi Metro Rail Ltd Invites Open Tender for implementing Metro Miles Loyalty/Reward
Program application for commuters of Kochi Metro Rail Ltd

Chapter 1
Scope of work/ Eligibility Criteria/Tender terms & conditions

1. SCOPE OF WORK: -

Attached as Annexure 1 & Annexure 2.

2. ELIGIBLE APPLICANT

The tenders for this contract will be considered from Private Limited Company, Public
Limited Company, any PSU/Govt. firms who meet requisite eligibility criteria
prescribed in the tender.

Joint Venture/ Consortium is not permitted

3. OTHER REQUIREMENTS, INSTRUCTION & CONDITIONS OF THE RFP

1) Tender Number KMRL/PROC/TENDER/2024-25/098

2) Tender Type Open Tender
3) Email id for receiving queries and [email protected]
clarification
4) Contact Person Details NA

5) Date of Issue of Bid Documents 25.02.2025

6) Tender fee NA
7) EMD Rs. 52,000/- Refer Chapter 2 clause C for details.

Bidders registered with Udyam registration under

small or micro category shall be exempted from

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 paying tender fee and EMD. Proof shall be submitted.

Bids received without EMD/Valid exemption

certificate shall be disqualified.

Bidders exempted from tender fee/EMD shall submit Bid

security declaration as per Appendix 5
8) Bid Documents on sale www.kochimetro.org/tenders, gem.gov.in
9) Pre Bid Date 04.03.2025 @ 12.00 Hrs

Video call link: https://meet.google.com/syt-fvyr-fnj

10) Last date and time of bid as mentioned in GeM portal
submission
11) Date and time of opening of Bids as mentioned in GeM portal
12) The documents to be submitted TECHNICAL COVER
along with bid a) Documents pertaining to Minimum Eligibility
Criteria (clause 4 herein) shall be submitted
b) Duly filled form Appendix 1
PLEASE DON’T MENTION c) PAN Card copy
ANY PRICE DETAILS IN d) GST registration certificate
TECHNICAL COVER. e) Cancelled cheque copy
f) Letter of Proposal submission as per the format
FAILING TO COMPLY WILL
enclosed in Appendix 2
CAUSE DISQUALIFICATION
g) Schedule of compliance as per the format enclosed in
OF BID
Appendix 3
h) Statement of Deviation as per the format enclosed in
Appendix 4
i) Bid securing declaration as per the format enclosed in
Appendix 5
j) Annual Turnover as per the format enclosed in
Appendix 6
k) Undertaking for not being blacklisted or debarred as
per the format enclosed in Appendix 7

FINANCIAL COVER
Bidders are requested to quote rates in the Finance
cover (BOQ) only.
PLEASE DO NOT QUOTE/MENTION RATES
ANYWHERE ELSE IN THE TECHNICAL
COVER OTHER THAN BOQ
In the Bid submitted by the bidder, if the prices or
price bid are disclosed anywhere else other than in the
BOQ, the Bid / tender would be liable for

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 disqualification and would summarily be rejected

13) Opening location of Bid KMRL Corporate office

4th Floor, JLN Metro Station,
Kaloor, Ernakulam,Kerala-682017
14) Address for receipt of Hardcopy GM (Procurement)
documents if any KMRL Corporate office
4th Floor, JLN Metro Station,
Kaloor, Ernakulam,Kerala-682017
15) Work completion time 6 months from the date of issuance of LOA/Work
Order/GeM Contract Order
16) DLP/Warranty 1 year from the date of completion and go-live of the
project.
17) Annual Maintenance Contract 3 years post completion of DLP/Warranty.
(AMC)

18) Award criteria The method for selection is combined Quality cum Cost
Based Selection (QCBS). The LOA/WO will be awarded
based on the highest score obtained after evaluation and
also considering correction of arithmetic errors if any in
the price bid.

Refer clause 6 (Award Criteria) herein for details.

Unconditional acceptance of LOA/WO must be

furnished within 3 days of issue of same.
19) Performance Bank guarantee 5% of the total contract value applicable.
Details in clause 22 herein.

PBG for the software development (5% of the project

cost excluding AMC cost) shall be paid within 14 days
from the date of issuance of LoA/Work order. The same
shall be released within 60 days’ post completion of
DLP/Warranty period and after all DLP/Warranty
obligations if any, based on the written request from the
successful bidder.

PBG for AMC (5% of AMC cost) shall be paid before 15

days prior to the completion of DLP period. The same
shall be released within 60 days post completion of AMC
period and after all AMC obligations if any, based on the
written request from the successful bidder.

20) Retention amount: 5% of each bill (periodic/ interim payment) to be

withheld as retention money until final acceptance. The

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 Retention Money withheld from each bill shall be
released after issuing final acceptance certificate by
KMRL.
21) Payment Terms: Payment for software development shall be processed
based on the completion of milestones as mentioned in
clause 22 herein.

Payment, after all statutory deductions and retention if

any, shall be made against submission of the following:
a) Tax Invoice
b) Acceptance by KMRL

*Payment for AMC shall be processed as detailed in

Annexure 2.

22) Milestone Payment Milestone

1. Phase -1 - 10% - On sign-off of Functional

requirement document.
2. Phase -2 - 30% - Successful Development of UX/UI,
Login, OCR, Data upload, Verification with
backend
3. Phase -3 - 30% - Admin portal, Redemption, UAT
& Go-live
4. Phase -4 - 30% - After 3-month Post Go-live support.
Commissioning, Implement and Training to KMRL
Project Timeline
Phase 1 – 15 days
Phase 2 – 60 days after Phase 1 completion
Phase 3 – 45 days after Phase 2 completion
Phase 4 – 60 days after Phase 3 completion.
23) Liquidated Damages LD for software Development:
If the contractor fails to complete the work within the
stipulated time in the Work order and/or contract, the
contractor shall pay KMRL in terms of late delivery fee
of 0.5% of value of delayed works per week of delay
subject to maximum 10% of the value of such works.
If the maximum LD is reached, KMRL will initiate
steps for termination of contract.

For avoidance of doubt, the L.D will be calculated on

pro rata basis for the no. of days of delay. Any delay
happened from KMRL will be excluded for the
calculation of L.D.

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 LD Clause for AMC period: As mentioned in
Annexure 2

24) Termination criteria KMRL may terminate the contract if the contractor fails
to perform its obligations as per tender conditions, such
as failing to complete the works within the stipulated time
failing to remedy a defect, or failing to comply with the
instructions of KMRL.
KMRL also reserves the right to accept or reject any or
all proposals without assigning any reasons. No bidder
shall have any cause of action or claim against the KMRL
for rejection of his proposal.

4. MINIMUM ELIGIBILITY CRITERIA

Bidders who do not qualify the following minimum eligibility criteria shall not be
considered for further evaluation.

i. The Bidder must be a registered firm in India and should be in the IT business for at least 10
years as on last day of the previous month of tender publishing. -Necessary documentary proof
to be submitted

ii. The Bidder should have an average annual turnover of INR 7.74 lakhs for any three out
of the last five audited financial years ending in 31st March 2024. Audited balance sheet
and profit-loss statements to be submitted along with average annual turnover certified
by Chartered Accountant as per Appendix 6.

iii. The Bidder should have the following Certifications valid as on last day of the previous
month of tender publishing.

1. ISO 20000-1
2. ISO 27001
3. CMMI- Level 3 or higher Necessary documentary proof to be submitted.

iv. The bidder should have experience of executing and successfully completing similar
works* within last seven years ending as on last day of the previous month of tender
publishing, as per given below:

Experience in successfully completing at least one similar work of total value Rs.20.65
lakhs or more.

OR

Experience in successfully completing at least two similar works each of total value
Rs.12.90 lakhs or more.

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 OR

Experience in successfully completing at least three similar works each of total value
Rs.10.32 lakhs or more

*Similar Work(s): Means implementation of IT projects such as System Integration/

software application development.

Documentary proof
In case of works done for Govt. clients: Documentary proof such as copy of work order,
completion certificates from the client clearly indicating the nature/scope of work, actual
completion cost and actual date of completion for such work should be uploaded.

In the absence of completion certificate for Govt. projects or the work is executed for
private client, documents such as, copy of work order, bill of quantities, bill wise details
of payment received certified by C.A for the similar work, and copy of final/last bill shall
also be submitted.

For completed works, value of work done shall be updated to the last day of the previous
month of tender submission price level assuming 7% inflation for Indian Rupees every year
and 2% for foreign currency portions per year. The exchange rate of foreign currency shall
be the rate as per State Bank of India TT selling rate on the last working day of month
previous to the one in which bids are invited .

v. An undertaking to the effect to be given by the bidder that they have not been blacklisted
/debarred by any government/ government -Undertaking/ semi-government/ Govt.
controlled institutions/ reputed private organizations in India or Abroad, as on date as
mentioned in Appendix-7 to be submitted

5. QCBS EVALUATION CRITERIA

Sl
No Evaluation Criteria Documents Required Max Mark
• Audited statement for the
The Bidder should have Average annual respective financial years of the
turnover for any three out of the last five bidder.
1 audited financial years ending in 31st • Certificate from the Chartered 10
March 2024. Accountant clearly specifying
7.75 lakhs to <=10 lakhs – 7 Marks the annual turnover as per
>10 lakhs – 10 Marks Appendix -6
The Bidder having experience in successful Documentary proof asked in
completion of at least Two works/projects clause 4.iv(Minimum Eligibility
in IT system integration /Development of IT Criteria) shall be submitted
2 software /Mobile app/Web app project for 10
any Government organisation/PSU within
last 7 years ending as on last day of the
previous month of tender publishing.

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 Marks awarded is mentioned below as per
the number of works
2 Projects to 5 Projects – 5 Marks
>5 Projects – 10 Marks
The Bidder having experience in execution Documentary proof asked in
& successful completion of works/projects clause 4.iv(Minimum Eligibility
in IT system integration / Development of Criteria) shall be submitted
IT software /Mobile app/Web app project
having completion cost as mentioned
below, for any Government
3 organisation/PSU within last 7 years ending 10
as on last day of the previous month of
tender publishing,
Marks awarded is mentioned below as per
the value of works
10 Lakhs to <= 20 Lakhs – 5 Marks
>20 Lakhs – 10 Marks

1. The Bidder having ISO 27001, ISO Valid Certificate(s) by the

20000-1 and CMMI Level 3 (or higher) = relevant certifying agency.
15 marks
4 20

2. The Bidder having ISO 9001 = (5 mark)

Approach and Methodology – 20 Marks

Including but not limited to:
a) Detailed understanding of Scope of
Work/ project requirements (5 Marks)
b) Approach and Methodology specific to
5 the project (5 Marks) Detailed write up to be submitted 20
c) Resource management plan (5 Marks)
d) Detailed Project Plan with interim
milestones and timelines (5 Marks)
20 Marks
Technical Presentation - 30 Marks
a) Understanding of Scope of Work
6 by bidder Approach and 30
Methodology for Project
Presentation date will be
Implementation (10 marks)
intimated later
b) Design & UX (5 Marks)

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 c) Development Process, Integration
Strategy and Timeframe (5 marks)
d) Execution Methodology, Workflow
and Time Schedule (10 marks)
Total 100

6. AWARD CRITERIA

The Financial Bids of technically qualified bidders (i.e. minimum technical qualification marks is
70) will be opened on the prescribed date in the presence of bidder representatives.
The lowest financial offer will be awarded 100 points. The Price scores of other Bidders will be
calculated as:
Fn = (Fm /Fb) X 100 Where
Fn = Normalized financial score of the bidder under consideration
Fb = Price quoted by the bidder under consideration
Fm = Lowest price quoted
Similarly, the highest technical scored by the bidder will be awarded 100 points. The technical
scores of other Bidders will be calculated as:
Tn = (Ts /Th) X 100 Where
Tn = Normalized Technical score of the bidder under consideration
Ts = stands for the technical score of bidder under consideration
Th= stands for Highest Technical Score
The highest scorer, with combined scores of Technical and Commercial evaluation, will
be considered the Successful Bidder.
Final Evaluation of Bid will be done as per the following:
The overall score will be calculated as follows:
Bn = 0.70 * Tn + 0.30* Fn Where:
Bn = overall score of bidder under consideration
Tn = Normalized Technical score for the bidder under consideration
Fn = Normalized financial score of the bidder under consideration

In the event that there are 2 or more bidders having the same value in the combined score, the bidder
securing the highest technical score will be adjudicated as the “Best responsive bid” for award of the
Project.

7. Bid validity: 90 days from the last date of submission

8. Invoice: Invoice should be submitted in duplicate, after completion of supply/work
against supply/work order. Invoice should contain bank details, name of the bank,
Branch, IFSC code, PAN details, HSN code and KMRL GST No.

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 32AAECK5274H1ZL and must be addressed to JGM (P&S), KMRL Corporate
office,4th Floor, JLN Metro Station, Kaloor 682017.
9. No Advance payment shall be made.
10. While submitting the bid, the bidder will be deemed to have read, understood and
accepted all the terms and conditions stated in this document and its
addendum/corrigendum if any and no change, what so ever desired, will be entertained
by KMRL.
11. The authorized person shall sign all the documents on all pages.
12. Taxes and Duties: -
a) The basic price quoted shall be exclusive of GST but including all other applicable
taxes, duties and other charges. GST rate and amount applicable shall be shown
separately in the financial bid along with the HSN/SAC code and if exempted, with
appropriate exemption notification document.
b) Transportation, packing, forwarding, installation, and other charges if any, shall
also be included in the quoted price.
c) Contract price will be the total price quoted inclusive of all taxes and including
GST.
d) The GST amount shall be calculated as per the percentage quoted in the Financial
bid.
e) In case any bidders make arithmetical errors or quote with a different percentage
or omit to quote, the same will be corrected as per the percentage applicable against
the quoted HSN/SAC in the financial bid. In case no HSN/SAC is provided the
quoted rate shall be deemed as inclusive of applicable GST. If the total corrected
value exceeds the total quoted value in the financial bid, then the base price will be
adjusted so as to maintain the originally quoted amount inclusive of taxes.
f) The tax liability as per GST Act rests with the contractor, ambiguity if any
regarding the percentage for that particular work or Services Accounting Code
(SAC)/HSN etc shall be cleared before offering of rates.
g) Any liability on account of wrong classification of goods or services for arriving at
taxes will be on the bidder.
h) Lowest offer will be decided based on the overall lowest amount calculated with
the basic price along with GST.
i) Invoice as per GST Act should be furnished prior to every running account/final
bills.
j) The GSTIN of Kochi Metro Rail Ltd is 32AAECK5274H1ZL.
k) GST at actuals shall be paid on the quoted/corrected base value as per GST law in
India after submission of appropriate GST invoices with GSTIN of the bidder and
GSTIN of Kochi Metro Rail Ltd - 32AAECK5274H1ZL.
l) Under GST law the contractor shall also comply regarding filing of all the returns
to the GST network/government departments within the stipulated time every
month or such other period as required by the Government. If the contractor does
not comply with any of the GST laws and procedures and if KMRL incurs any
liability on this account or does not get the input credit from the GST
Network/Government as goods and/or service receiver due to the contractor’s
failure to comply with the procedures of filing / uploading of data/submissions of
documents etc in time then all such liability including the input credit of the GST

9
 lost by KMRL and the penalties and interest incurred by KMRL would be the
liability of the contractor and the same shall be recovered either by recovery from
security deposits / any other amount payable by the contractor to KMRL or through
direct payment. The contractor shall submit the copy of latest filed return - GSTR1
along with the invoice.
13. Quoted price:
a) If there is a discrepancy between the unit price and the line-item total that is
obtained by multiplying the unit price by the quantity, the unit price shall prevail
and the line item total shall be corrected, unless in the opinion of the Company
there is an obvious misplacement of the decimal point in the unit price, in which
case the line item total as quoted shall govern and the unit price shall be corrected;
b) If there is an error in a total corresponding to the addition or subtraction of
subtotals, the subtotals shall prevail, and the total shall be corrected; and
c) if there is a discrepancy between words and figures, the amount in words shall
prevail, unless the amount expressed in words is related to an arithmetic error, in
which case the amount in figures shall prevail subject to (a) and (b) above.
d) Tenderers shall be requested to accept correction of arithmetical errors. Failure to
accept the correction shall result in the rejection of the Bid and execution of Bid
Securing Declaration.
e) The prices quoted should be firm and not subject to any variation, unless specified
in the bid documents. Any deviation in this aspect may make the offer liable to
be ignored.
14. If the date specified for opening of tender happens to be a holiday for KMRL, it will be
opened next working day at the designated time.
15. KMRL reserves the right to accept or reject any or all proposals without assigning any
reasons. No bidder shall have any cause of action or claim against the KMRL for
rejection of his proposal.
16. Bid, in which any of the particulars and prescribed information are missing or are
incomplete, in any respect and or prescribed conditions are not fulfilled, shall be
considered as non-responsive and liable to be rejected.
17. Only one quote to be submitted by one bidder.
18. The warranty of materials from the supplier of the materials used in the work shall be
extended to the end user. Warranties/guarantees as applicable shall be submitted by the
contractor to KMRL.
19. Site visit/Prebid shall be done by the applicant before making the quote. All cost for
site visit shall be borne by the applicant. All the quality and safety parameters shall be
strictly adhered to at the site. KMRL will not be liable for any accidents during site
visits.
20. All disputes shall be settled amicably through discussion/conciliation. Subject to the
above, disputes, differences, if any shall fall under the exclusive jurisdiction of Courts
in Ernakulum.
21. Confidentiality of data, design or any information given by the Employer (KMRL) with
respect to the works or which comes within the knowledge of the Contractor or his
employees during the course of Work shall be maintained by the Contractor and shall
not be disclosed to any third party under any circumstances, without the written
permission of Employer.

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22. PERFORMANCE SECURITY:
a) The successful bidder shall furnish performance security deposit or Performance
Bank Guarantee for an amount equivalent to 5% of the total contract value.
b) In case the bidder is furnishing security deposit, the same shall be furnished as DD
(in favour of Kochi Metro Rail Ltd, Ernakulam) or NEFT transfer. If payment made
through NEFT proof of the same should be submitted.
c) In case if Performance Bank Guarantee (PBG) is submitting, it must be as per
Annexure 3 valid from a Nationalized Indian Bank/Scheduled bank, payable at a
designated bank branch located in Kochi. The expenses to be incurred for the making
Performance Bank Guarantee (PBG) shall be borne by the Contractor.
d) The Purchaser shall be entitled on his part to forfeit the amount of the Performance
Bank Guarantee/Security deposit in whole or in part in the event of any default,
failure or neglect on the part of the Contract in the fulfilment or performance in all
respects of the contract under reference or any other contract with the Purchaser shall
also be entitled to deduct from the amount of the Performance Bank
Guarantee/Security deposit any loss or damage which the Purchaser may suffer.
e) KMRL at its sole discretion may request the supplier to extend the Performance bank
guarantee on the extension of delivery date equal for a period of extended time of
delivery. Failing to extend Performance bank guarantee, KMRL shall be entitled to
forfeit the performance bank guarantee.
f) PBG will not bear any interest.
23. The Contractor shall full indemnify for all claims damages, expenses and related
liabilities.

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 CHAPTER 2
Instruction for Online bid submission
This tender is an open Tender and is being published in GeM portal.The tender is invited in 2
cover system from the registered and eligible firms through e-procurement portal of
Government Market Place (GeM) (gem.gov.in). Prospective bidders willing to participate in
this tender shall necessarily register themselves in GeM portal.
A). TENDER PROCESS:
The tender process shall consist of the following stages:
i. Downloadingof tender document: Tender document will be available for free download on
gem.gov.in and kmrl website (https://kochimetro.org/tenders).
ii. Publishing
of Corrigendum: All corrigenda/response to queries shall be published on GeM
portal and KMRL website by revising the buyer added ATC and shall not be available
elsewhere.
iii. Bid
submission: Bidders have to submit their bids along with supporting documents to
support their eligibility, as required in this tender document on GeM portal. Manual
submission of bids will not be accepted under any circumstances.
iv. In
case bidder encounters any technical issues, computer screen shot of the error message
with date & time stamp on the web-browser along with the query shall be e-mailed by the
bidder to the GeM help desk for resolution of the problem. At the same time, problem must
be intimated to the concerned Tender Inviting Authority via email.
v. The time taken to ascertain, evaluate and suggest a solution for the problem reported by
bidder may vary from case to case. Hence bidders are advised to submit the bid at least 2
working days before the due date and time of bid submission to avoid any last-minute issues
that may come up.
vi. Opening of Technical Bid and Bidder short-listing: The technical bids will be opened,
evaluated and shortlisted as per the eligibility and technical qualifications (QCBS method).
All documents in support of technical qualifications shall be submitted (online). Failure to
submit the documents online will attract disqualification. Bids shortlisted by this process will
be taken up for opening the financial bid.
vii. Opening of Financial Bids: Bids of the qualified bidder’s shall only be considered for opening
and evaluation of the financial bid on the date and time mentioned in critical date’s section.

B). DOCUMENTS COMPRISING BID:

(i) The First Stage (Pre-Qualification or Technical Cover):
Pre-Qualification or Technical proposal shall contain the scanned copies of the documents
other than Price bid.
The department doesn’t take any responsibility for any technical snag or failure that has taken
place during document upload.

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 (ii). The Second Stage (Financial Cover or as per tender cover system):
The Bidder shall complete the Price bid as per format given in tender document.

Fixed price: Prices quoted by the Bidder shall be fixed during the bidder's performance of the
contract and not subject to variation on any account. A bid submitted with an adjustable/
variable price Bid will be treated as non - responsive and shall be rejected.

C). TENDER DOCUMENT FEES and EMD

Tender Document Fees: Deleted

Earnest Money Deposit (EMD)

The Bidder shall furnish EMD of Rs.52,000/- (Rupees Fifty Two Thousand Only) through
following methods:

i. Online to KMRL bank account (Account No. 0803201002929 IFSC Code

CNRB0000803 Bank Name CANARA BANK Branch address ERNAKULAM
BROADWAY BRANCH, ERNAKULAM 682031)
• Bidders registered with Udyam registration under small or micro category shall
be exempted from paying tender fee and EMD. Proof shall be submitted. However,
they shall provide bid securing declaration (Appendix 5) along with valid
exemption certificate for claiming EMD exemption.
• The Bid Security shall be valid for forty-five (45) days beyond Bid validity period of
the Bid.
• Bids received without EMD/valid exemption certificate shall be treated as non-
responsive and will be disqualified from further evaluation.
• EMD will be forfeited by KMRL:
a. If a Bidder withdraws the proposal or vary the quoted prices after opening of
the Proposal and during the period of Bid validity period or its extended period,
if any.
b. In case of a successful Bidder, if the Bidder fails to sign the Agreement in
accordance with the terms and conditions (including timelines for execution of
the Agreement) of this RFP or fails to furnish the Security deposit/
Performance Bank Guarantee (as applicable) in accordance with the terms and
conditions (including timelines for furnishing PBG) of this RFP
c. During the Bid process, if a Bidder indulges in any act, which may jeopardize
or unnecessarily delay the process of bid evaluation and finalization.
d. If the bidder fails to accept arithmetical errors
• The decision of KMRL regarding forfeiting of EMD shall be final and binding on the
Bidders & the decision shall not be called upon in question under any circumstances.
• EMD shall be valid for a period of 45 days beyond bid validity and to be extended as
per the request from KMRL.
• Discharge of EMD to unsuccessful bidder(s): -The bid security of unsuccessful

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 • Bidders shall be returned as promptly as possible upon finalizing the tender process or
within 30 days after opening financial bid whichever is earlier.
• Discharge of EMD to Successful Bidder: - The Bid Security of the Successful Bidder(s)
shall be discharged only after the successful bidder(s) furnishes the Performance
Securities/PBG as required.
• Earnest Money Deposit will be forfeited if the rates are enhanced from their quoted rate
during validity period or extended period, or the order is not executed after the
acceptance of the order.
• If any bidder backs out after the Company has accepted his bid, it will be considered as
default and the EMD will be forfeited by the Company by informing the bidder as
having done so.
• The Earnest Money Deposit will not bear any interest.

D). SUBMISSION PROCESS:

For submission of bids, all interested bidders have to register online (gem portal) as explained
above in this document. After registration, bidders shall submit their Technical bid and
Financial bid online on gem.gov.in along with proof of payment of tender document
fees/EMD.

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 APPENDIX 1
COMPANY PROFILE
No. DETAILS
1
Title
Company/Firm/Individual/HUF/Partnership/
others (others please specify)
(Attach certificates wherever necessary)

2 Name of Bidder (with city and postal code)

3 Address with telephone, e-mail, fax number

& the name(s) of the contact person(s) (If
address to place order is different from
registration address, please mention both)

4 GST ID State of registration

5 PAN DETAILS

6 BANK DETAILS
Name of Bank
Name of Branch
IFSC Code
Account Number
Address of Bank

Authorized signatory
Name:
Designation
Signature & stamp

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 APPENDIX 2
LETTER OF PROPOSAL SUBMISSION

Bid for implementing Metro Miles Loyalty/Reward Program application for commuters of
Kochi Metro Rail Ltd

To,
Director (Systems)
Kochi Metro Rail Ltd.
Reference: RFP for implementing Metro Miles Loyalty/Reward Program application for
commuters of Kochi Metro Rail Ltd

Dear Sir,
We hereby submit our Bid for implementing Metro Miles Loyalty/Reward Program application
for commuters of Kochi Metro Rail Ltd

DECLARATION: I/We hereby confirm having read and understood the RFP and the
requirements of work/supply under this tender. The information furnished by us is true to the
best of our knowledge and belief and nothing has been concealed there from. I/We Agree to
abide by all the terms and conditions of the RFP document, in case the job is awarded to me/us.
Any deviation from RFP document is clearly mentioned in Appendix 4 “Statement of
deviation” of this RFP document.

Place :
Date :

Name & Designation of Authorized Person

Signature:

Stamp

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 APPENDIX 3
SCHEDULE OF COMPLIANCE WITH SCOPE OF WORK
Scope of work as per Annexure 1 of COMPLIED
Sl.No RFP No # RFP/KMRL/PROC/TENDER/2024- REMARKS
YES/NO
25/098

NB: Leaving this appendix blank will be treated as Compliance with scope of work and
technical specifications

Place :
Date :

Name & Designation of Authorized Person

Signature:
Stamp

17
 APPENDIX 4
STATEMENT OF DEVIATION FROM RFP TERMS AND CONDITIONS

RFP Clause No DEVIATION IF ANY REMARKS

NB: Leaving this appendix blank will be treated as no deviation.

Place :
Date :

Name & Designation of Authorized Person

Signature:

Stamp

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 APPENDIX 5
BID SECURING DECLARATION

To,

Kochi Metro Rail Limited,

4th Floor, JLN Stadium Metro Station,
Banerjee Road, Kaloor, Ernakulam 682017

Ref: Tender Document No: ______________________ dated _______________

I/We, ______________________________ (hereinafter referred as bidder), declare that:

The bidder understands that, according to terms and conditions of the bid document as
referred herein above, bids must be supported by a Bid Securing Declaration.

The bidder understands and accepts that it may be disqualified from bidding in any tender
with Kochi Metro Rail Limited for a period of one year from the date of notification if, the
bidder is in breach of any of the following obligation(s) under the bid conditions,

a. if the bidder resile or withdraw its proposal/tender after the bid closing date/ last date of
submission of tender; OR
b. if the bidder does not accept the correction of Tender price, during evaluation of Financial
Proposal;

The bidder understands and accepts that it may be disqualified from bidding in any tender
with Kochi Metro Rail Limited for a period of two years from the date of notification if the
bidder is in breach of any obligation under the bid conditions,

a. if, having been notified of the acceptance of its bid/tender by KMRL during the period of
tender validity, the bidder
i. fail or refuse to furnish the unconditional acceptance of LOA within the time limit specified
in of RFP and/or
ii. fail or refuse to furnish the Security deposit/ Performance Security in accordance with RFP
and/or
iii. fail or refuse to enter into a Contract within the time limit specified in RFP.
b. In case of conflict of interest

19
 For the purpose of this Bid Securing Declaration, the period of disqualification shall be from
the date of resiling / withdrawal of this tender or from date of issue of LOA or from the date
of such other breach, as the case may be.

The bidder understand this Bid Securing Declaration shall cease to be valid if the bidder is
not the successful Bidder, upon the earlier of

i. the receipt of your notification of the name of the successful Bidder; or

ii. thirty days after the expiration of the validity of the bid.

For ______________________

Signature

Name of authorised signatory

(Office Seal)

20
 APPENDIX 6
FINANCIAL DATA

Date ………………………………..............
Applicant’s legal name …………………………

The form below should be filled by bidder and should be CA certified along-with all
supporting documents as stipulated in the relevant rows.

Annual Turnover last five financial years ending in March 2024

Financial Year
FY 2021-
FY 2023-24 FY 2022-23 FY 2020-21 FY 2019-20
22

Turnover in INR

Average annual
Turnover for any
3 years in INR

(Bidders Signature and Date)

Name of the
authorized
signatory: Name of
the Bidder:
Bidders Seal

(Chartered Accountant’s Signature & Date) Name of the CA:

Chartered Accountant’s Seal CA Registration Number:

CA’s Address:
CA’s Telephone / Fax Number
UDIN no:

21
 APPENDIX: 7

LETTER OF UNDERTAKING
To,
Director (Systems)
Kochi Metro Rail Ltd

This is to certify that M/S…………………………………………………… ………………

a reputed and certified Company/firm/ firm for implementing Metro Miles Loyalty/Reward
Program application for commuters of Kochi Metro Rail Ltd has NOT been Black listed
/Debarred by any Government undertaking /semi Government/ Govt. Controlled Institutions
/projects /Reputed private organizations in India or Abroad as on date.

If it is found at any stage of the tender processing or after the award of the contract that, we are
Blacklisted/Debarred by any organization as mentioned hereinabove, KMRL reserve the
absolute right to take appropriate action against us, including but not limited to the termination
of the award of tender or initiating legal proceedings against us.

Place:
Date:

Name & Designation of Authorized Person

Signature:

Stamp

22
 Annexure 3

Performance Bank Guarantee (PBG)

(To be printed on Non-judicial stamp paper of appropriate value)

This Deed of Guarantee made this the --- day of 20XX by ------ (Name of the Bank), having its
registered office at --------------------, and one of its branches at -------- (Address of the Branch)
(hereinafter called the Guarantor) in favour of Kochi Metro Rail Ltd, -----------------------------
- (hereinafter called the beneficiary).

WHEREAS M/s. ______________________ (Name of the Contractor) having their address/

registered Office at _________________________________________________(Address of
the Contractor’s registered Office) (hereinafter called the “Contractor”)was awarded contract
for (supply / Erection / Supply & Erection / Work/others- specify the purpose) of
__________________________________ (Name of the material / equipment / work/others-
specify) by Kochi Metro Rail Limited , the “Beneficiary” and

WHEREAS a performance guarantee of Rs. -----/- has to be submitted by the Contractor, before
undertaking the contract and

WHEREAS the Contractor has requested the Guarantor for issuing a Bank Guarantee for Rs.
_____________ (Amount as stipulated) valid till ____________ (mention here date of validity
of this Guarantee which will be ------- days beyond the contract period) towards Performance
guarantee amount payable to the Beneficiary, and

WHEREAS the Guarantor has agreed to issue such Bank Guarantee to the Beneficiary as
hereunder mentioned:

We, __________________________ (Name of the Bank and address of the Branch giving the
Bank Guarantee) having our registered Office at _____________________ (Address of Bank’s
registered Office) hereby give this Bank Guarantee No. _________________ dated
____________ and do hereby irrevocably undertake to pay immediately on demand, through
our designated Branch in Kochi, without requiring any previous notice and without any demur,
reservation, recourse, contest or protest and without referring to any other sources including
the Contractor and without the beneficiary having to substantiate its demand, to the beneficiary
a sum not exceeding Rs.____________ (amount as stipulated) (Rupees

23
_________________________________________) (in words) on behalf of the Contractor.
Guarantor agrees that any demand in writing made by the authorised officials of the Beneficiary
shall be conclusive as regards the amount due and payable by the Guarantor under this
Guarantee.

We, ____________________________________________ (Name of the Bank) further

undertake to pay without demur the aforesaid amount in lump sum on demand or such part
there of as the beneficiary may demand from time to time irrespective of the fact whether the
said contractor admits or denies such claim or questions correctness in any court, Tribunal or
Arbitration proceedings or before any authority. The aforesaid guarantee will remain in force
and we shall be liable under the same irrespective of any concession or time being granted by
the beneficiary to the contractor and this guarantee will remain in full force irrespective of any
change of terms, conditions or stipulation or any variation in the terms of the said contract.

We,_______________________________ (Name of the Bank) further agree with the

beneficiary that the beneficiary will have the fullest liberty without our consent and without in
any manner affecting our obligations hereunder to vary any of the terms and conditions of the
contract or to extend the time for performance of the contract by the contractor or to postpone
any of the powers exercisable by the beneficiary or to forbear or enforce any of the terms and
conditions of the contract and that we shall not be relieved from our liability by reasons of any
such variation or extension or forbearance or postponement or omission or by any indulgence
by the beneficiary to the contractor or by any such matter whatsoever which under the law
relating to sureties would, but for this provision, have resulted in relieving us.

This Bank Guarantee shall be valid and binding on this Bank upto and inclusive of
____________________ (mention here the date of validity of Bank Guarantee), unless
extended on demand by the beneficiary. The Guarantee shall not be terminated or affected by
liquidation or winding up or insolvency or change in constitution of the Contractor or for any
other reason. This guarantee shall not be terminated by the guarantor under any circumstances
including change in the constitution of the Bank and our liability hereunder shall not be
impaired or discharged by any extension of time or variations or alterations made, given,
conceded in the contract with or without our knowledge or with or without consent by or
between the Contractor and the beneficiary.

24
This guarantee is subject to the Uniform Rules for Demand Guarantees (URDG) 2010
Revision, ICC Publication No. 758, except that the supporting statement under Article 15(a) is
hereby excluded.

In the event of any claim under this guarantee, payment shall be effected to 0803201003055
and IFSC: CNRB0000803, for the account of Kochi Metro Rail Limited, Ernakulam, India.
(project executing agency).

NOT WITHSTANDING anything contained hereinbefore, our liability under this Guarantee is
restricted to Rs. _________________ (amount as stipulated) (Rupees _________________ (in
words). Our Guarantee shall remain inforce till _____________ (---- days after the date of
validity of the contract). Unless demands or claims under this Bank Guarantee are made to us
in writing on or before ___________ (date should be at least one year over and above the
validity period of BG), all rights of Beneficiary under this Bank Guarantee shall be forfeited
and we shall be released and discharged from all liabilities there under.

Place: Signature of the Bank’s Authorized

Date: Signatory with Official Seal

25
 ANNEXURE 1
Scope of Work- Implementing Metro Miles Loyalty/Reward
Program Application for Commuters

1. Project Overview:
The "Metro Miles" frequent traveler program is a loyalty program designed to improve
customer retention and enhance customer acquisition for public transportation in the
city. The program aims to offer benefits to users who frequently use public
transportation by providing a point-based awards system.

2. The objectives of the loyalty program are as follows:

a) To provide a point-based awards system for frequent commuters in the city.
b) To identify paper QR users through their phone number.
c) To create a database of Kochi1 card users with KMRL.

3. Scope
a) Develop a comprehensive program design that includes the point-based award
system, criteria for earning points, and a tier system for rewarding frequent
travelers.
b) i) For QR tickets: The application should capture the travel data from the QR Ticket
submitted by the user and should verify with the AFC data.
ii) For RFID Cards/Mobile App/WhatsApp QR/ Kochi 1 Card: An API has to
communicate with Axis Bank user data for generating the points.
c) Determine the types of rewards that will be offered and establish the criteria for
accruing rewards as shown below.
i) Paper QR - 1 points per km on travel:
ii) RFID cards - 2 points per km on travel:
iii) Mobile App/WhatsApp QR - 3 points per km on travel:
iv) Kochi 1 card - 5 points per km on travel:
d) Referral mechanism
i) Refer a friend and get 10 points.
ii) Get additional 50 points, when the referred friend uses a service the first time.
The referred friend gets 50 points on travel.
e) Identify the target audience and develop a marketing strategy to promote the
program to commuters.

4. Technology
a) Develop a mobile application that commuters can use to sign up for the program,
track their usage of public transport, and redeem rewards.
b) Mobile App should be responsive, dynamic, online and robust type which is to be
supported on smart mobile phones and tablets with o/s such as Android and iOS
including future versions of the mentioned O/S.
c) Implement a QR code system on metro system to allow commuters to sign up for
the program and earn points.
d) Develop a database management system to store user information and usage
data.
e) A backend web-based redemption code verification application for approving the
rewards.
5. Implementation
a) Install QR codes at each metro station and inside trains to allow commuters to
enroll for the program and earn points.
b) Establish a system to track and record commuter usage data and assign points
based on the frequency and length of travel.
c) Develop a process for redeeming rewards and ensure that it is user-friendly and
efficient.

6. Points Accrual
The points will be added to the user's unique mobile number. The points can be based
on the distance traveled, mode of travel, the type of ticket purchased, as shown in
earlier section.

The person who has accrued the most points in a month can could be given the title
of “Hero of the Month”
The person who has accrued the most points in a year can could be given the title of
“Champion of the Kochi” and can be given additional non-monetary benefits.

7. Redeeming Rewards
Commuters can redeem their points for RFID cards as shown below
Weekly trip pass for every 3,000 points.
Monthly pass for every 10,000 points.
The user app should have the provisions to do the redemption.

8. Redemption process
The Commuters can submit their acquired points after reaching the eligible limit
through the app. The app will deduct the points from the users account and reset to
remaining. Eg: A commuter has 1200 points and after redemption of 1000 points the
remaining will be 200 points in the account and if it is 1000 points only, it will be reset
to zero. After successful redeeming the commuter will receive a redemption code,
they have to show the code in the CEC (Customer Experience Centre). The CEC will
verify the code through a backend process though system and will issue passes.

9. Customer Service
a) Coordinate with customer service team to assist commuters with signing up for
the program and redeeming rewards.
b) Ensure that commuters can easily participate in the program.
c) Respond to customer feedback and complaints in a timely and effective manner.

10. Data Analysis

a) Collect and analyze data from the program to determine its effectiveness and
identify areas for improvement.
b) Use data analysis to adjust the criteria for earning points, the types of rewards
offered, and the marketing strategy.
c) Develop reports and dashboards to track program metrics and provide insights
into program performance.
11. Deliverables
a) Vendor has to ensure the development of mobile application as per guidelines
issued by Application stores. For ex: Google play, Appstore etc.
b) The test plans, test cases and results for each of the phases need to be share by
vendor with KMRL.
c) Vendor has to share the Design Documents based on the KMRL Requirement
document for KMRL Review.
d) User Manual, Admin Manual, Test Cases, Test Plan and QA Results for User
Acceptance testing.
e) Application Code, Web API’s to be handed over to KMRL
f) Deployment document to be provided.
g) Hosting of the app has to done by the vendor and it should be in KMRL Cloud.

The below processes are to be handled by the System Integrator

1. Planning
2. Requirement Analysis
3. UI/UX Research, Design & Development
4. SOW Refinement
5. Project Initiation
6. Design Mock-ups for the Web & Mobile Apps
7. Development and implementation of backend Application system & Mobile app
8. Integration and Implementation
9. Testing of the entire system and processes.
10. Beta Delivery
11. Deployment
12. Training
13. AMC Support

Technical maintenance support

1. Minimum support period along with hosting is two years after KMRL’s acceptance
of deliverables.
2. Technical support entails fixing any technical problems in the hosted solution and
changes to be incorporated in the running system.
3. Support can be provided through telephone, remote login or visit
to KMRL office if the situation demands.
4. The scope of technical support also includes rectification of errors within the already
developed solution, cloud server/database administration, server migration, patching,
system upgrades, technical and functional support to KMRL users etc.
Intellectual Property Rights

The ownership and all the Intellectual Property Rights of the application will rest with
KMRL (Purchaser) once the application is transferred to KMRL (Purchaser). If needed the
IP rights shall be assigned to the Purchaser by the vendor. The vendor will provide the
source code of the application to KMRL at the time of sign-off.

Reward Points Terms & Conditions for Users

By being a valued KMRL customer you are automatically enrolled in the KMRL reward
program unless specified below, and you will be eligible for benefits as described below
and to earn KMRL reward Points, which can be redeemed as cashback (as defined below)
on various services, merchandise, and other offers from time to time. By using the KMRL
Rewards program, you agree to these terms and conditions.

There is no fee to join the KMRL Reward program, but all customers must supply valid
contact information and update such contact information as necessary. In the event
communication with a customer is necessary, KMRL will rely on the customer’s contact
information on its records for such communications. KMRL has the right to terminate an
account and/or revoke customer points if it determines, in its sole discretion, that an
account has multiple email addresses and/or is suspected of being related to fraudulent
or abusive activity. KMRL reserves the right to terminate the accounts and/or revoke
points for customers without valid contact information.

By participating in the program and using its benefits, you agree:

To maintain and use only one KMRL Rewards account at any time;
To be the only individual using your customer account in the program (i.e., not sharing
your account with anyone unless expressly permitted by KMRL);
That you have provided valid contact information;
That your name as shown on your program account matches your legal identification;
That you only have one email address for the account;
That you have read and understand these Terms and Conditions and agree with the
terms;
That you have not enrolled as a company and/or other entity, as only individuals are
permitted to enroll in the program.
If you choose to terminate your customer account, you should contact the KMRL
customer care centre.

KMRL reserves the right, in its sole discretion, to modify, alter, or otherwise update the
Terms and Conditions for the program, and/or to modify, suspend, or cancel the program
at any time, even though such changes may affect the value of rewards or points already
accumulated. You should check the last updated date in the footer of these Terms and
Conditions for notice of changes to them or to the program. If the footer indicates that
the Terms and Conditions, or the program itself, have changed, you should review the
changes carefully. By choosing to remain a program customer after KMRL has posted
notice of such modifications or updates, and after you have had provided an opportunity
to review the revised Terms and Conditions or program information, you agree to be
bound by such revised Terms and Conditions or to be a part of the program as revised.
The current program Terms and Conditions supersede all prior published program Terms
and Conditions.

Our right to terminate your account, and to revoke or adjust point deposits. KMRL has
the right to cancel any individual’s account, and to revoke any and all unredeemed points
and/or benefits or rewards collected, for reasons that include, but are not limited to:

Customer’s violation of these Terms and Conditions;

customer’s misrepresentation of any information or any misuse of this program;

customer maintaining more than one active account;
customer’s physical, verbal, or written abuse or harassment of KMRL personnel or its
service provider’s personnel;
abuse/misuse of any benefits or privileges provided by KMRL, or use of such benefits or
privileges in violation of the applicable terms and conditions for them, including but not
limited to the sale or barter of any points or point vouchers
customer taking any other action or engaging in any other activities that are to the
detriment of the program, all as may be determined by KMRL in its sole discretion.
If KMRL cancels your customer account, the cancellation will be effective immediately,
without notice to you.

If customer account is terminated either by customer or KMRL, the customer will lose all
points. If customer account has been terminated by KMRL for one of the reasons
permitted in these Terms and Conditions, KMRL reserves the right to not permit the
customer to re-enrol.

KMRL may withdraw points from a customer’s account if they were deposited into the
customer’s account in error, and may revoke all points in a customer’s account if the
customer abuses the program, including but not limited to abuse of the point redemption
process.

The program and its benefits are offered at the sole discretion of KMRL and its
subsidiaries and affiliates. KMRL may assign or transfer any rights or obligations under
this program, or any other loyalty program, at any time to any related or unrelated entity,
in its sole discretion.
 ANNEXURE- 2 : SCOPE OF WORK for AMC
The AMC provider will be responsible for the regular maintenance of successfully
developed Loyalty Program application and the backend software. Selected bidder
should provide AMC services for a period of 12 months from completion of the DLP
period/warranty period and shall renew every year for minimum of 3 years based on
the requirement. The scope of AMC is mentioned below:
a) Software maintenance: The AMC provider will be responsible for the regular
maintenance of software components includes updating software, applying
patches, and fixing software-related issues.
b) Preventive maintenance: The AMC provider will conduct regular preventive
maintenance activities to minimize the risk of system failures or downtime. This
includes checking for vulnerabilities, malware, spyware, and other threats, and
taking appropriate action to prevent system failures.
a) If the Operating System or additional copies of Operating System are
required to be installed / reinstalled / uninstalled, the same should be done
as part of AMC.
b) Agency should carry out any requisite adjustments / changes in the
configuration for fine-tuning / optimal performance of the system.
c) Updates/Upgrades/New releases/New versions/patch updates: The AMC
Partner shall provide and implement from time to time the
Updates/Upgrades/New releases/New versions/patch updates of the
software as required under intimation and approval of KMRL.

d) Upgrades: If any software component needs to be upgraded, the AMC

provider will provide the necessary upgrades.
e) Support Engineer: Service provider should provide trained and competent
software support engineer remotely for the entire contract Period. In case of
any urgency the engineer has to travel at the hosted location and resolve the
issues.

Continuous efforts should be made by Service Provider Agency (SPA) to minimize

the down time of the software as a part of the duties of the service provider
agency. The SPA shall ensure that all equipment shall be maintained at optimum
operating levels. All scheduled maintenance required for the upkeep of the
equipment will be carried by the Service Provider.
 .

f) Reports: The AMC provider should provide regular reports on time.

g) Payment Terms:
The payment will be made to AMC Service provider on a quarterly basis on
submission of invoice and satisfactory service for the quarter after deducting
penalty amount, if any.
Enhancement or decrease of taxes, duties, or prices of components, etc., will
not affect the AMC rates during the entire period of AMC. No difference shall be
paid or claimed as a result of the above.

h) Penalties

Allotted Resolution
Sl. SLA Base Line Requirement time (ART)
No Parameter
1 Any issue that has serious impact on critical tasks
and no workaround is available This will stop a
Urgent 4 hours
KMRL routine job and will impact day to day
business process of KMRL.
2 Any issues that are not ‘ Urgent’ but have
High significant impact or are important for KMRL 8 hours
business process.
3 Any issues that are not ‘Urgent’ or ‘High’; but have
Medium 2 working days
isolated impact and may have workarounds.
4 Low priority is used for cosmetic issues that do not
Low inhibit the functionality or main purpose of the 5 working days
process.

Service Level Agreement (SLA): For efficient governance of Issue handling and fair
conduct of follow-on support of implementation, KMRL has derived Penalty Charge
Process. The AMC Partner is subjected to pay penalties listed below as Late Delivery
Charges (LDC) for delayed closure of tickets.
i) Tickets with Urgent and High priorities: An amount of Rs. 1,000/- per unit
equivalent of 1 ART or part thereof, upto a maximum of Rs. 3,000/- per ticket
will be deducted from the subsequent quarterly AMC invoice.
ii) Tickets with Medium and Low priorities: An amount of Rs. 1,000/- per failure
day or part thereof upto a maximum of Rs. 3,000/- per ticket will be deducted
from the subsequent quarterly AMC invoice.