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PUR1804/10

Request for Proposal

------------------------------------------------------Provision of a Cashless System

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1.0 INTRODUCTIONThe European Bank for Reconstruction and Development (the "EBRD") is an international financial institution. The EBRD was established by treaty in 1991 to foster the transition towards open market oriented economies and to promote private and entrepreneurial initiatives in Central and Eastern Europe, the Baltic States and the Commonwealth of Independent States that are committed to and applying the principles of multiparty democracy, pluralism and market economics. The EBRD has 67 shareholders (65 countries plus the European Union and the European Investment Bank). Further information about the EBRD's roles and activities can be found on the EBRD's website: www.ebrd.com.

1.1 Definitions:

The terms ‘EBRD’ and ‘The Bank’ shall mean the European Bank for Reconstruction and Development.

The term ‘RFP’ shall mean Request for Proposal. The term ‘Supplier(s)’ shall mean a party that submits a proposal in accordance

with this RFP. The term ‘Proposal’ shall mean a combination of the documents defined in section

4.4 of this RFP. Specifically the Technical Proposal and the completed Quotation File.

2.0 PROJECT BACKGROUND

2.1 Objective

The objective is to procure and implement a Cashless Payment System for its Head Office at One Exchange Square, London EC2 2JN. The system will support the Bank’s staff restaurant, two coffee bars and one vending machine. Catering payment and security access control will need to be on the same card.

In outline, the selected Supplier will be required to:

supply an on-line portal to its cashless system to the Bank, including a mobile phone application;

supply two (2x) debit/ credit card loaders; supply five tills with attendant equipment such as guest facing screens, card readers,

printers and three weigh and pay scales; supply an extra card reader for one vending machine (cold drinks and confectionary) The Supplier will organise for the reader to be fitted (The vending machine shall be

connected to the network so that payment loads can be validated at the point of sales;

supply two card readers for the administrator of the cards for interrogation if necessary (to investigate users queries). The Supplier should confirm if this is the case;

provide front and back office software for the management of payments and revenue management;

provide expertise to design, install and configure the system to the Bank’s requirements; including integration with the Bank’s security infrastructure, portal infrastructure and provision of a disaster recovery;

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provide on-going support, training and fully comprehensive maintenance for the cashless system for the duration of the contract.

The definition of the system and the scope of the migration, training and support requirements are explained in the following sections.

2.2 Background

The Bank currently uses a cashless system which has been in place since 2008. The system allows staff to load money on to a card (cash and debit cards) and use the card in the staff restaurant, coffee bars and vending machines. The system is now end of life and needs replacing.

At the moment the system is accessed by using loaders located in the restaurant and coffee bar areas. Data is stored on EBRD’s in-house servers.

The Bank is seeking to replace the existing system and replace it with a system which offers improved technology, is cost effective, flexible and scalable. The data will be hosted externally.

The current annual load value is in the region of £1,300,000, and approximately 50,000 load transactions per annum.

3.0 EBRD CONTACT DETAILSYour sole contact for the purposes of the RFP is:

Amanda Forrester – Procurement ManagerCorporate Procurement UnitEBRDOne Exchange SquareLondonEC2A 2JNEmail: forresta@ebrd.com

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4.0 DESCRIPTION OF THIS RFP

4.1 OverviewSuppliers wishing to participate in this process will be required to make the following submissions in accordance with the timetable outlined in section 4.2:

a completed minimum requirements checklist (the “Checklist”) as defined in section 4.4;

a technical proposal (the ‘Technical Proposal’); complete a TPAQ (EBRD’s Third Party Assurance Questionnaire) a completed quotation file (the ‘Quotation File’).

4.2 Timetable

15th June RFP published22nd June Deadline for requests for clarification27th June EBRD response to requests for clarification29th June Deadline for minimum requirements2nd July Suppliers shortlist communication following minimum

requirements4th July Suppliers site visit to EBRD (Max 30 min tour) at

10am10th July Deadline to submit proposals 12 noon13th July Notification of suppliers that pass the technical

evaluation and invitation to next stage – supplier’s client site visit

18th and 19th July Supplier’s client Site visit/ Demonstration20th July EBRD decides shortlistWeek beginning 23rd July Notification of suppliers that pass the suppliers site

visit and opening of Quotation FileWeek beginning 13th August

Contract Negotiation and Award

Week beginning 10th September

First Mobilisation/Project Meeting

16th December Contract start date

The EBRD reserves the right to amend or change these dates at any time.

4.3 ClarificationsThe process for reception and resolution of queries shall be as follows:

suppliers will send queries by e-mail to the following address: forresta@ebrd.com;

there will be one round of queries; the deadline for queries is shown in the timetable set out in section 4.2 of this

RFP;

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the EBRD will circulate the responses to all queries to all participating Suppliers in accordance with the timetable set out in section 4.2 of this RFP; and

the clarification document will make no reference to which Supplier made any particular query.

4.4 Technical Proposal

4.4.1 Minimum Requirements Suppliers wishing to participate in this Tender are required to complete the Checklist provided as Annex A to this RFP. Only those Suppliers capable of answering “yes” to all of the questions are eligible to participate. Suppliers that answer “no” to any question or that provide an incomplete submission will not be eligible for participation in this Tender.

4.4.2 Technical Response Submission The Technical Proposal shall consist of: a completed version of the Checklist attached to this RFP as Annex A – Minimum Requirements Checklist, a response prepared with reference to Annex B – Scope of Services –Technical Response and a response to EBRD’s Third Party Assurance Questionnaire (TPAQ) Annex C - TPAQ

The Technical Proposal shall not exceed 30 pages excluding the Checklist.

Responses shall be submitted via e-mail to forresta@ebrd.com in accordance with the timetable set out in section 4.2 of this RFP.

4.4.5 System demonstrationFollowing evaluation of the Technical Proposal by the Bank, Suppliers that pass the minimum technical threshold will be requested to provide a demonstration of its system. This can either be at the Supplier’s show room or at a client’s site. The demonstration is scheduled for 18th or 19th July 2018. Please provisionally hold these dates in your diary.

4.5 Quotation FileAll Suppliers are required to complete the quotation file (the ‘Quotation file’) attached as Annex D of this RFP. Prices are to be quoted in GBP net of VAT.

4.5.1 Quotation File SubmissionThe Excel file must be submitted on a CD or a USB drive and in an original hard copy by courier in a sealed envelope clearly identified as “PUR1804/10- Cashless System - Quotation File” in accordance with the timetable set out in section 4.2 of this RFP to

Amanda ForresterCorporate PODDEBRDOne Exchange SquareLondon EC2A 2JN

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Following the review of the Minimum Requirements Checklist, Technical Response and TPAQ, only the Quotation Files of those Suppliers who have passed the technical qualification threshold will be opened.

4.5.2 Quotation File Validity Quotes submitted shall be valid for ninety (90) days following date of receipt.

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4.6 Additional Information

4.6.1 Supplier Profile and DemographicsSuppliers shall provide a statement giving a brief history of their company, how it is organised, and how its available products and resources will be used to meet EBRD's requirements. The Supplier shall submit the following information.

The company's official name and address. The Supplier shall also indicate what type of entity it is — for example, a corporation or a partnership.

The name, address and telephone number of the person to receive correspondence, and who is authorized to make decisions or represent the Supplier. Please state his or her capacity within the company.

The total number of years the Supplier has been in business and, if applicable, the number of years under the present business name.

The number of years that the Supplier vendor has been providing cashless systems.

4.6.2 Financial InformationThe Supplier shall provide a complete set of audited financial statements for the past three years. All financial statements should be prepared to generally accepted accounting principles.

4.6.3 ReferencesThe Supplier shall provide details of three customers for reference, preferably in the same sector (financial services) and country (UK). References should be for customers with requirements similar to those of EBRD. References should include information about the contract (specific products in use, date of contract execution, "go live" date and any services provided), as well as contact information for the client's project manager or other senior staff members familiar with the project.

4.6.4 Submission of Additional Information All of the required additional information should be supplied on the USB or CD containing the Supplier’s Technical Proposal.

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5.0 EVALUATION METHODOLOGY

Technical Criteria Marks Available

Methodology A1 - The Supplier should provide a methodology statement confirming how the solution is able to be integrated with the Bank Security System (same access card) and the Outline provided in the Scope of Works.To include but not limited to:

- Provision of a modern cashless payment system overview;- Integration to existing Bank security access card;- Visitors and temporary staff management process;- Starters and leavers management;- Refund Facilities…- Transfer of existing funds (current card) to new solution.

5 pages maximum

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Methodology A2 - The Supplier should provide a methodology statement providing specifications of the Hardware requirements as detailed in Scope of Works. To include removal and disposal of existing equipment.5 pages maximum

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Methodology A3 - The Supplier should provide a methodology statement providing details of how they will provide all the Software and System functionality requirements as detailed in Scope of Works.To include but not limited to:

- Software and licences;- Web loading and online portal;- Mobile portal;- Debit credit cards loaders;- Operating System updates (Windows 10);- Users managers profile management;- Pricing structures;- Staff training;- Contingency plan;- Reporting…

8 pages maximum

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Methodology A4 - The Supplier should provide a methodology statement providing details of how they will provide all the Card Specification requirements as detailed in Scope of Works, and IT Security information including how the hosted data will be encrypted for security reasons. Details of the hosting arrangement; physical security and location etc.3 pages maximum

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Methodology A5 - The Supplier should provide a methodology statement providing details of how they would meet the Mobilisation and Installation Plan requirements as detailed in Scope of Works (including Transition between the existing system and the proposed system, and a communication plan to all staff). The plan (in excel format) to include the Supplier’s responsibilities and The Bank’s responsibilities during mobilisation, job roles and dates/timescales. Details of any risks and mitigation5 pages maximum

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Methodology A6 - The Supplier should provide a methodology statement providing details of how they will provide all the Service and Support requirements as detailed in Scope of Works (including but not limited to a Detailed Contingency Plan in case of system failure, data loss. Example service credits if the system is unavailable. Is the supplier insured for data loss). Details of system to include expected life of system. What happens to support when the

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system is end of life. For example but not limited to, the transfer of funds from one supplier to another3 pages maximumTotal 100

All methodology statements should be in the same sequence as in Annex B – Scope of Services

Technical Score % 70Financial % 30Total 100

5.1 Technical Evaluation Suppliers’ Technical Proposals will be evaluated and scored by a nominated Tender Evaluation Panel (TEP) of Bank staff selected from operational departments who are directly involved with the services to be provided.

A minimum technical threshold applies to this procurement process. A Supplier will be deemed to have passed this threshold on meeting all of the following three conditions:

meets all of the minimum requirements; the mean of the combined TEP scores reaches or exceeds the minimum technical

threshold of 70 percent (weighted score).

Only those Suppliers who’s Technical Proposals pass the technical threshold and complete the TPAQ satisfactorily will have their Financial Proposals evaluated.

5.2 Financial Evaluation Following the review of the Technical Proposals and Presentations, the Quotation Files of those Suppliers who have passed the minimum technical threshold will be opened. The Bank will calculate a total bid price for each Supplier based on the costing provided.

5.3 Financial ErrorsMathematical errors detected by the Bank in the submitted Quotation Files will be corrected in the following manner:

if there are errors in the mathematical extension of unit price items, the unit prices prevail and the mathematical extension is adjusted accordingly; and

if there are errors in the additional of lump sum prices or unit price extensions, the bid is not rejected but the total is corrected and the correct amount reflected in the total bid price.

5.4 Preferred SupplierThe Supplier achieving the highest combined score following the technical and financial evaluations shall be nominated as the preferred Supplier (the “Preferred Supplier”).

5.5 Site VisitThe Tender Evaluation Panel will either visit a site at which the shortlisted suppliers have provided the Solution within the last 12 to 24 months or the Suppliers showrooms to see a working system

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5.6 Checking of ReferencesThe Bank may contact the three references provided by the Preferred Supplier. The Bank reserves the right to speak to any company which has dealt with the Preferred Supplier, whether provided as a reference or not, without prior notification to the Supplier.

In the event that the Preferred Supplier’s references prove unsatisfactory, the Bank will consider the next highest scoring Supplier to be the Preferred Supplier and will repeat the procedure described above.

5.7 NegotiationsUpon satisfactory conclusion of the reference checking, the Bank will move to negotiate a contract with the Preferred Supplier. In the event that a satisfactory conclusion to the contract negotiations cannot be agreed the Bank may consider the next highest scoring Supplier to be the Preferred Supplier and will commence the procedure described above.

6.0 CONTRACT

6.1 Status of the EBRDThe EBRD is an international organisation established by international treaty. As such, the EBRD possesses a special status under public international law which has been confirmed under English law through statute (Statutory Instrument 1991, No. 757, The European Bank for Reconstruction and Development (Immunities and Privileges) Order 1991), available at:

http://www.legislation.gov.uk/uksi/1991/757/contents/made.

Please also refer to the aforementioned establishment treaty of the Bank ("articles of incorporation") which lays out the immunities as found in Chapter VIII. These can be found at:

http://www.ebrd.com/pages/research/publications/institutional/basicdocs.shtml

The special status of the EBRD requires it to seek specific provisions relating to such status in all contracts with external suppliers and service providers. EBRD is unable to agree to terms that expressly contradict its special status and internal policies as an international organisation.

6.2 Contract Negotiation

6.2.1 Contract

The documents contained in this RFP including the information contained in the Supplier’s response shall form the basis of any contract that may ensue. The contract awarded shall be performed in accordance with the contract sample contained in the contract template of this RFP, (Annex E) for the goods and services element of the service.

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Subject to the Bank’s status, see section 6.1, the Preferred Supplier’s standard terms for its subscription license shall be combined with the Bank’s standard terms in Appendix E and form the basis of any contract that may ensue. EBRD reserves the right to subject each proposal to final negotiations. Suppliers are asked to provide a sample copy of their subscription license terms and conditions.

The initial term of the contract will be 3 years, prices will be fixed for 3 years, with an option to extend year on year. The prices for any services in subsequent years will not increase by the RPI increase for the previous year or 3% whichever is the lower.

7.0 GENERAL TERMS AND CONDITIONS OF THIS RFP

7.1 AmendmentEBRD reserves the right to negotiate any or all terms and conditions, and to cancel, amend or resubmit this RFP in part or entirely at any time. None of the terms and conditions of this RFP can be revoked or amended in any way by Suppliers without the prior written agreement of EBRD.

7.2 Supplier CostsEBRD is not responsible for any Supplier costs associated with this RFP, Supplier responses or any contract discussions or negotiations. Nor is EBRD responsible for any indirectly related costs. No statement by EBRD should be viewed as a request by EBRD or justification for Suppliers to increase or change inventory, staff, facilities, business relationships with its suppliers, or internal business processes. All actions by Suppliers in response to this RFP or subsequent discussions or negotiations should be taken with the clear understanding that neither this RFP nor subsequent actions or omissions by EBRD obligate or commit EBRD to pay or reimburse Suppliers for any costs or expenses they incur. This RFP is not an offer to enter into a contract.

7.3 Professional CompetenceSuppliers shall absolutely rely on their own professional competence in evaluating and verifying the information contained in this RFP. Suppliers must take every opportunity to inspect and verify the information contained or referred to in this document or subsequent to it, subject to the confidentiality restrictions as detailed in section 7.6 of this RFP.

7.4 Intellectual Property The information contained in this RFP will remain EBRD’s intellectual property. Suppliers are granted a limited, revocable license to use the same for the purpose of responding to the RFP. By submitting a response to the RFP Suppliers grant EBRD a royalty free, irrevocable license to use the intellectual property in the proposal for its internal business purposes in relation to the procurement of the services required.

7.5 Sole ResponseSubmission of a response as part of this process shall be deemed to be the Suppliers’ only offer(s).

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7.6 ConfidentialitySuppliers shall treat the RFP and EBRD's process of evaluating Suppliers as strictly private and confidential. The contents of this RFP, including specification, designs, drawings or other related documents shall be considered confidential and shall not be disclosed by the Supplier, the Supplier’s servants or agents to any persons, firm or corporation without the prior written consent of EBRD. Any such specifications, designs, drawings or other documents shall remain the property of EBRD and shall be returnable to EBRD within five (5) days of the Supplier receiving either, notification that it has been unsuccessful, or on written request from EBRD.

7.7 EBRD Logo ProtectionPlease be advised that EBRD logo is a registered service mark and as such should not be reproduced without the express written permission of the Bank.

7.8 GeneralIncomplete or inadequate responses, lack of response to an item or items, or misrepresentation in responding to this documentation may result in rejection of a Supplier’s Proposal.

After receipt of the RFP and until the award of any contract, neither information relating to the examination, clarification, evaluation and comparison of the submissions nor recommendations concerning the award of a contract shall be disclosed to the Supplier, or to any other outside parties, until the RFP process has been concluded and a contract awarded.

Any effort by a Supplier to influence EBRD in the process of examination, evaluation and comparison of the RFP, or in decisions regarding the award of a contract, shall result in the rejection of the Supplier’s Proposal.

Ownership of documentation or other information submitted in the RFP will become the property of EBRD unless otherwise requested at the time of submission. Any materials submitted in response to the RFP, which are considered to be confidential, should be clearly marked as such by the Supplier.

The Bank reserves the right to accept or reject any RFP response, or part thereof, and to annul the RFP process and reject all RFP responses at any time prior to award of contract without incurring any liability to the affected parties.

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ANNEX A – MINIMUM REQUIREMENTS CHECKLIST

Please note only Suppliers who can answer “yes” to all of the following questions are eligible to participate in this tender.

Solution Information1 Can the solution be provided as Software as a Service (SaaS)? Yes/No2 Have you supplied this solution to more than 5 companies within the past 3

years? – Please provide names of companies and dates of go-liveYes/No

3 Do you have this solution installed and working with a customer that we can visit within the London area.

Yes/No

4 Have you been operating as a provider of cashless system services for five (5) years or more?

Yes/No

5 Can the solution (including hardware, software, licences) be transferred to a new site if the Bank was to relocate to a different site?

Yes/No

6 Can the hosted users’ data be encrypted? Yes/No7 Can the proposed system work with the HID 16K iClass cards smartcards Yes/No

Company Information

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Does your company hold Employer’s Liability Insurance of £5,000,000 (five million pounds sterling) or more? Please send a copy of the certificate(s) with your response to this Minimum Requirements Checklist by the same deadline.

Yes/No

9Does your company hold Public Liability Insurance of £5,000,000 (five million pounds sterling) or more? Please send a copy of the certificate(s) with your response to this Minimum Requirements Checklist by the same deadline.

Yes/No

10 Availability of Supplier team to commence mobilisation onsite as per the timetable in the RFP.

Yes/No

Minimum Contractual Requirements Yes/ No

Minimum Contractual Terms

The special status of the EBRD as an international organisation requires it to seek specific provisions relating to such status in all contracts with external suppliers and service providers. EBRD is unable to agree to terms that expressly contradict its special status and internal policies.Suppliers are required to confirm that they would be prepared to vary the terms of any license agreements, terms of use etc. that the Bank may be required to accept through the use of their products in the following respects:

1. The Supplier will agree to vary its license or any service agreement terms to include the Bank’s standard dispute resolution clause as provided in Annex F Yes/No

2.

With specific reference to any audit rights, the Supplier will agree to vary its license or any service agreement terms to reflect the inviolability of the Bank’s headquarters and archives as provided under UK statute and international law and enable the Bank to give its written consent before agreeing to any audit.

Yes/No

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3.

If cloud computing is involved:The Supplier will agree to inclusion of certain changes to its licence or service agreement terms to reflect the archival inviolability and confidentiality of any EBRD data that may uploaded into any cloud environment maintained by the Supplier as part of the service being procured.Such changes include:(i) Agreeing that EBRD owns all rights, title and intellectual property over

the data being uploaded into the cloud, acknowledging that the archival inviolability of such data has not been waived;

(ii) Recognising EBRD’s special status as an international organisation;(iii) Agreeing to inform EBRD of any governmental request to receive EBRD

data held in the Supplier’s cloud, subject to law;(iv) Agreeing to allow EBRD to audit the Supplier periodically to ensure the

security integrity of the cloud environment where EBRD data is held; and(v) Agreeing that the Supplier’s server holding EBRD data can only be

located in a member country of the EBRD, i.e. a member country which has agreed to the EBRD’s privileges and immunities in the Agreement Establishing the EBRD. Member countries are listed at http://www.ebrd.com/shareholders-and-board-of-governors.html

Yes/No

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Annex B- Cashless system requirements – Scope of Services

1.0 Scope of Works outline

The Bank requires a modern cashless payment system that can accommodate payment with the hardware and software listed in the Section 2.1 outline.

Most equipment will be located on level 1 of the site. The server will be hosted off-site.

Windows updates will be managed by the new system suppliers. The system will be accessed by the intranet/internet and/or a dedicated mobile application.

Users will manage their own profile within the system where they can set up and manage their own top-ups and refunds. They will be able to print out transactions, request periodic statements to email, set-up an auto-top up facility and a direct charge to a linked card(staff security pass)

Visitors/temporary staff should be handed a link by Bank Reception to use the system, and have any unspent money refunded within 24 hours.

Two debit/credit cards loaders will still be available in addition to web portal facilities, although cash facilities will not be required anymore.

All leavers will now have their remaining funds refunded, this isn’t possible currently.

In addition, the proposed system will have the option to provide multi-level pricing structure if required and pre-ordering facilities (e.g. pre-ordering sandwiches, reducing waiting time).

Money will no longer be stored on the physical card but inside the user’s portal account. The existing access cards will be programmed so that funds can be activated by the time they reach till points when paying for the first transaction.

No separate cards will be required. The physical link with Security/Reception will no longer be required as the data and accounts are stored separately in the cloud.

Bank staff will manage their card via the card number rather than the SAP profile. Therefore the Bank will not have to manage new starters and leavers via the IT Data warehouse and Administrative Services, thus reducing confusion during the transition and cards management process.

Visitors/temporary staff management as well as the refund process to all staff needs, including permanent staff is to be fully described in order to assist with the technical evaluation.

The Supplier will need to remove and dispose of the existing equipment.

The new bank system will need to be installed and ‘go live’ on 16th December

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2018.

The Bank expects the system to be used by the following: Analytics/reporting

3 users

Number of staff 2000+ usersStaff (daily average) 1,644 usersVisitors (daily average) 100 users

2.0 Hardware requirements

The Supplier shall provide the following hardware requirements

2.1 Hardware

The Bank requires a modern cashless payment system that can accommodate payment with the hardware listed in Section 2.1 outline.

For each of the hardware, the Supplier shall provide technical specifications breakdown which are needed for the solution to run.

The Supplier shall be required to work and liaise with the Bank’s Representative(s) to test and develop their complete solution in-order to meet the Bank’s requirements and ensure compatibility with the Bank’s own internal network.

The web access security conditions shall be the Supplier’s responsibility.

2.2 Card readers

To increase reliability of the system, the Supplier shall provide card readers that have no moving parts.

2.3 Tills

The Supplier shall ideally provide tills that are able to connect to two readers to ensure a better throughput or the same throughput with fewer tills. Tills should be able to run on stand-alone mode if the system goes down.

3.0 Software and System Functionality

The Supplier shall provide the following minimum requirements:

3.1 Software

Software; Installation of Solution; Training to EBRD Employees.

3.2 System Functionality

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Web loading facility; Mobile portal facility; Debit and Credit Card loading facility; Licences; Full contingency plan when the system is offline.

The Supplier shall provide a system to meet the above minimum requirements and shall provide additional system functionality and software that may be required for their solution. The Supplier will provide details to the Bank for consideration and acceptance in such cases.

4.0 Card Specification and IT Security Information

The Bank Security will provide HID 16K iClass cards smartcards. The proposed cashless system will need to be able to use this technology. Please see detailed specification in Annex G

The Supplier should provide a methodology statement providing details of how they will provide all the Card Specification requirements as detailed in Scope of Services, and IT Security information including how the hosted data will be encrypted for security reasons Provide details of how often the data is backed up.

5.0 Implementation

5.1 Project Implementation Timeline

Phase 1 – Design / PreparationPhase 2 – Deployment of development and test environmentsPhase 3 – Deployment of production and disaster recovery environmentsPhase 4 – Communication to users

5.2 Implementation Services

The Bank requires that Suppliers provide professional services to implement phases 1-4 of the above timeline in conjunction with Bank staff. The Suppliers proposal will include the following:

Proposed approach, methodology and project governance; CVs of the Project Team which the Supplier is proposing to deliver the

implementation, identifying their experience of implementation of (e.g. a “lead” consultant), their contract status (permanent or subcontracted staff), and their length of time with the company;

Work Plan and Team Assignment, detailing key milestones; Include any training necessary for Bank staff to administer, configure and

operate the software. This may include shadowing the implementation consultants and/or some formal training;

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Describe any commitments that would be made to address a situation where a key member of the Implementation team (that your firm supplied) unexpectedly became unavailable;

PC build and software install; Outline of the capacity to draw on resources when necessary from other areas of

the Supplier’s organisation; Outline of the assistance provided with merchant setup. The Bank has an

arrangement with WorldPay; Options for using contactless Portable Electronic Devices (PEDs) for payment

loads at debit and credit card loaders points only.

The cost of this implementation should be included in Annex D – Quotation File

6.0 Architecture and Product Support

The Bank requires that Suppliers provide the following information as part of their response.

The Supplier must identify the technical skills/training required to maintain and manage the solution

The Supplier must provide details of its upgrade/patching release policy and approach to product upgrades;

The Supplier must provide an overview of the proposed development roadmap for the products under their control which are used in the solution;

The Supplier must show a clear development path for the solution, demonstrating commitment to support the latest and future versions of any solutions it depends upon;

The Bank requires full technical support during UK office hours (09:00-17:00, Mon-Fri). The Supplier must provide the details of its support offering which most closely matches this requirement;

The Supplier must identify whether any support will be provided by a third party and if so how this will be delivered in accordance with the Bank’s requirements;

Describe at an overview level the complete lifecycle of a support call – from the point the Bank initiates the call to its resolution, specifically indicating:

o The method of call logging

o Standard SLAs

o Integration of SLAs into the call logging system.

o Response time and fix time

o Internal escalation procedures

o External escalation procedures

o Remote support capability

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o Capability to provide on-site resources as requested

o Describe any methodology, quality control system and/or “good” practice” initiatives that you would employ to facilitate the delivery of high quality support.

Specify any technical infrastructure that will be required at the Bank to facilitate support. Any additional costs that will be incurred by the Bank i.e. telecoms costs, licensing must be reflected in Annex D – Quotation File;

Describe the process for providing professional services to the Bank.;

Describe the level of flexibility in dealing with issues that may require consultants on-site and when responding to ad-hoc requests.

Describe how training will be provided after installation when required by the catering operation, for example but not limited to: how may sessions are included in the annual maintenance and support cost…Any additional costs that will be incurred by the Bank must be reflected in Annex D – Quotation File.

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Annex C – TPAQ

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Annex D – Quotation file

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Annex E – EBRD’s standard contract and relevant Policies

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Annex F – Arbitration clause

X.1 This [Contract] shall be construed in accordance with [English] law. Any non-contractual obligations arising out of or in connection with this [Contract] shall be governed by and construed in accordance with [English] law.

X.2 Any dispute controversy or claim arising out of, or relating to this [Contract] or the breach, termination or invalidity hereof or any non-contractual obligations arising out of or in connection with this [Contract] which cannot be amicably settled, shall be settled by arbitration in accordance with the UNCITRAL Arbitration Rules as in force and effect on the date of this [Contract]. There shall be one (1) arbitrator, and the appointing authority for the purposes of the UNCITRAL Rules shall be the LCIA (London Court of International Arbitration). The seat and place of arbitration shall be London, England and the English language shall be used throughout the arbitral proceedings. The [Parties] hereby waive any rights under the Arbitration Act 1996 or otherwise to appeal any arbitration award to, or to seek determination of a preliminary point of law by, the courts of England or elsewhere. The arbitrator shall not be authorised to grant, and the [Contractor] agrees that it shall not seek from any judicial authority, any interim measures or pre-award relief against the [Bank], any provisions of the UNCITRAL Arbitration Rules notwithstanding.

X.3 Nothing in this [Contract] shall be construed as a waiver, renunciation or modification by the [Bank] of any immunities, privileges and exemptions of the [Bank] accorded under the Agreement Establishing the European Bank for Reconstruction for Development, international convention or any applicable law. Notwithstanding the foregoing, the [Bank] has made an express submission to arbitration under [Section X.2] of this [Contract] and accordingly, and without prejudice to its other privileges and immunities (including, without limitation, the inviolability of its archives), it acknowledges that it does not have immunity from suit and legal process under Article 5(2) of Statutory Instrument 1991, No. 757 (The European Bank for Reconstruction and Development (Immunities and Privileges) Order 1991), or any similar provision under English law, in respect of the enforcement of an arbitration award duly made against it as a result of its express submission to arbitration pursuant to [Section X.2] of this [Contract].

X.4 Unless the [Bank] directs otherwise, the [Contractor] shall continue performing its respective obligations under this [Contract] while the dispute is being resolved unless and until such obligations are terminated or expire in accordance with the provisions of this [Contract].

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Annex G

HID 16K iClass cards smartcards specification

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