microsoft word - proposal - ecs debit - union finance

ECS Debit BD-01-FR- 07 Confidential of 12

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Proposal

For

ECS Debit

Shriram City Union Finance- Andhra Pradesh

16h November, 2009

TechProcess Solutions Ltd. Trade World Building, “C” Wing

3rd Floor, Kamala City,

Senapati Bapat Marg, Lower Parel,

Mumbai – 400 013

India.


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Table of Contents

Sr.No. Topic Page No.

1. Introduction and Company Background 3

2. Organizational Details 4

3. Business Strategy 5

4. Transaction Processing Fitment 5

5. Organization 6

6. Our Clients 6

7. Delivery Imperatives 7

8. Process Details Objectives

Process Flow

8

10

9. Technology Overview 11

10. General Information 12

11. Commercials 12


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Mission Statement

“To continue to pioneer

efficient, secure and scalable

processing solutions in order

to expand payments choices

and reduce processing costs

for our clients. We will

achieve this by leveraging

our strengths in technology,

processing infrastructure and

fund settlement

capabilities."

Vision

“To be a leading provider of

transaction processing

services and software

solutions globally

benchmarked for innovation

and service quality."

At TechProcess, we are committed

to customer delight through our

dedicated services, organization

values, quality improvement and

latest technology.

TechProcess is focused and

organized player due to its strong

technology background and record

of accomplishment in providing

technology solutions. When you

outsource your project to

TechProcess, you will have access

to host of value addition services.

We can help your organization

streamline operations, lower cost,

strengthen customer relations and

simplify your life. You get a trained

team of people, provided with the

latest back office equipment and

management. No capital expense,

no long-term commitments to

hardware or staffing. You will find

our staff responsive, reliable and

innovative. A difference you and

your customers will appreciate.

TechProcess Solutions Limited

(TPSL) is India’s leading electronic

transaction processing company

that offers end-to-end solutions in

electronic transaction processing,

data & document management

and software solutions.

The company provides end-to-end

solutions in electronic transaction

processing ( ECS Debit, ECS Credit,

Direct Debit, Direct Credit, EBPP,

Online Payment Solutions), Data &

Document Management (Card

Processing, Cheque Processing &

Printing, New Business- Urban and

Rural, Order Processing ,CRM,

Application Processing, Fund

Reconciliation ,Policy

Administration , Policy Renewal

Collection, Loan Processing,

Accounts Payable and Automated

Reconciliation to name a few) and

Software Solutions to leading

companies in the BFSI, Telecom,

Travel vertical.

The company commenced its

operations in year 2000 and what

began as a payment processing

business has today grown into a

huge force in providing End to End

solutions across customer life cycle

and enterprise requirements for

more than 200 corporations in the

country.

The electronic transaction

processing capability of the

company that pioneered electronic

payment processing in India is

designed, both in technological

and human assets to service the

collections and payables

requirements of over 200 service

provider in the BFSI, Telecom,

Travel and Healthcare vertical. As

the country’s largest electronic

transaction processing company,

TPSL’s ECS transaction constitutes

85 % of RBI’s total ECS volumes,

services 70 % of insurance

companies and 80 % of the asset

management companies. TPSL

processed over 60 million debit

(account receivables) transactions

and over 7 million credit (account

payables) transactions in the year

2006.

The data & document

management arm of the company

provides end-to-end solutions

across major BFSI companies for

their Origination, Servicing,

Fulfillment, Cheque Processing,

Payment requirements.

Furthermore, TPSL engages in Data

Digitization, reconciliation,

accounts payable and Logistics

Support for several major

enterprises in India.

The Software Solutions arm of

TPSL is an innovative knowledge

services entity that offers a full

suite of custom business

intelligence, advisory, and

consulting IT solutions to address

clients' critical business needs

across Banking, Insurance and

Financial services. The arm is a

preferred provider of software

solutions and self-service

technology initiatives. The

company’s comprehensive

product/customized application

suites offer a variety of options to

meet the requirements of various

enterprises in the BFSI space. As a

matter of fact TPSL handles the

largest treasury operations in the

country for large PSU and Private

Banks.

TPSL is an ISO 9001-2008,

ISO 27001:2005 certified

company and has a pan

India presence through 80

locations with a team of

3000+ talented and

scalable professionals.

Introduction and Company Background


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Section 1.01

• TechProcess Solutions Limited, a Public Limited

Company incorporated under the Companies Act,

1956.

• Registered office:

Trade World Bldg.,”C” Wing, 3rd floor,

Kamala City, Senapati Bapat Marg,

Lower Parel, Mumbai 400 013. India.

• Website : http://www.techprocess.co.in/

• Date of Establishment/Incorporation – 8th Sept.

2000.

• A team of 3000+ talented and scalable

professionals.

• 5 years of experience in outsourcing services.

• 15+ locations PAN India offering outsourcing

services.

• Providing customized outsourcing services and

solutions to over 200 organizations in the Banking,

Insurance, MF, Telecom and Retail verticals.

• Processed over 100 million transactions; 7 million

documents.

• 70% of clearing house volumes handled by TPSL.

• 60% of Banks powered by TPSL in payment

processing.

• 80% of BFSI companies catered to by TPSL.

TechProcess has its presence across 80 locations in

India. The strategic presence across India has given

TechProcess an edge above the others.

Our Multiple Centers, serve as disaster recovery sites in

case of uncalled failures or any natural calamities. Also

this gives us the flexibility to meet up with seasonal and

holiday spikes giving us the ability to handle additional

volumes over and above the forecasted volumes.

Also having hubs across INDIA at strategic locations gives

us the ability to provide regional language support.

We have the ability to provide both offline and online

support at these locations. In the offline model we carry

out the activities at our locations and upload the final

output to the client servers. In the online model we

work on the client systems via lease lines.

A Center of Excellence (COE)

model across BFSI vertical - the

stated objective - Building

expertise and shared services

concept across different

servicing verticals.

Currently provides back office

processing, Software services &

payments processing for more

than 200 companies across

different cities in India.

Aggressively ramped up to

absorb sudden spikes in

volumes, with high quality

standards; Strong Governance

and Compliance mechanism in

place.

Organizational Details


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The philosophy followed at TechProcess is to provide

various enterprises in the BFSI space and beyond an

ecosystem where they are able to channelize their

maximum energy on the core business and not on their

business processes which enables them to set-up new

customers, service existing customers, collect

payments from customers at various stages of their

lifecycle. Furthermore it would assist them to simplify

their internal F&A functions thus presenting a great

experience to their customers at large.

TechProcess has constructed three verticals “Payments,

Data & Document processing and Software Solutions”,

largely to cater to the above requirements. TPSL has

been successful to set up this ecosystem across

Infrastructure, People, Process, Technology & Training.

The Strategy followed by our teams have been to

educate customers on our various offerings across

payments, data & document and software services

which enables them to provide value through

increasing the number of processes, innovation to

automate and cost rationalization. The Clients benefit

by this approach as it gets them closer to goal of

providing zero defect processes to their customers at

large.

TechProcess benefits by investing for a matured

operations model, healthier relationship at a Senior

Management Level and increasing wallet Share.

Business Strategy

� Industry leader in ECS payments with presence in 80

locations.

�In house systems that can be customised to clients

requirements . Systems are highly scalable and is able to

manage sudden spikes and drops in volumes .

� Dedicated team of skilled staff with extensive domain and

process knowledge

� Strategic team structure & business continuity planning.

� Customised reporting and MIS to suit client requirements.

� Process Mapping and Solution driven approach resulting in

a hands off activity for the client

� Work closely with regulators and clearing houses to enable

expertise and transfer of information in shortest possible

time.

� A Continuous Review Mechanism with Client Focus on

Service Level agreements and Penalty Clauses

� Adherence to governance Structure along with Client

representatives.

� Strong Focus on Process Improvement approach for

providing better Service, Quality and Cost to clients

Payment Processing - Key Highlights

Software

Solutions

ECS Debit &

Direct Debit

Payment Gateway

ECS Credit

Biller Management

Back Office &

Fulfillment

Payment

Processing

� Industry leader in ECS payments with presence in 80

locations.

�In house systems that can be customised to clients

requirements . Systems are highly scalable and is able to

manage sudden spikes and drops in volumes .

� Dedicated team of skilled staff with extensive domain and

process knowledge

� Strategic team structure & business continuity planning.

� Customised reporting and MIS to suit client requirements.

� Process Mapping and Solution driven approach resulting in

a hands off activity for the client

� Work closely with regulators and clearing houses to enable

expertise and transfer of information in shortest possible

time.

� A Continuous Review Mechanism with Client Focus on

Service Level agreements and Penalty Clauses

� Adherence to governance Structure along with Client

representatives.

� Strong Focus on Process Improvement approach for

providing better Service, Quality and Cost to clients

Payment Processing - Key Highlights

Software

Solutions

ECS Debit &

Direct Debit

Payment Gateway

ECS Credit

Biller Management

Back Office &

Fulfillment

Payment

Processing

Transaction Processing Fitment

Why TPSL • Quality driven organization

Culture driven by qualified and skilled talent pool. ISO

certified.

• Learning and Development culture

Ongoing initiatives to enhance people’s skills and

knowledge.

• Robust Performance Management System (PMS)

Effective appraising mechanism, Evolved rewards and

recognition programme.

• Strong and experienced middle management team

To drive the business towards the company’s vision.

• IT and Technology background

End to End technology integration and support in house.

• Information security management systems

(technology standards/certification)

o Currently we are ISO 9001:2008 & ISO

27001:2005 Certified company.

o As part of operation management out internal

quality team conducts an operational risk

management audit frequently.

Recruitment (a)

TechProcess follows a structured approach as far as

“Recruitment” is concerned. The steps followed in going

about with the recruitment process are as detailed below:

• Requirement forecasting

• Identifying job profile

• Basic Criteria (Qualification, Experience)

• Selection Process Guidelines

• Channels of Selection (Initial Level of Screening)

• Testing and Screening

(b)

Training methodology

Training is what turns qualified new hires into effective

executives. We pride ourselves on thorough and

continuous training programs administered by a dedicated

team of full-time trainers. Our training is divided into

various modules:

• New Hire Orientation

• Functional Training

• On-the-Job Training

• Refresher Training

Delivery Imperatives

ORGANISATION

Our Clients


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Relationship Management

• Effective Client Relationship

• Robust Governance

Framework

• Manager Operations for the

project

• Ongoing Communication

• Issue Resolution

• Escalation Procedures

• Change Management

Operations Structure

The operations organization

structure differs from one

operation to another depending on

the requirements of the process

and the clients.

TechProcess will provide a service

team for the Client. This will entail

that:

• Executives are not shared with

other processes.

• Transition manager – for

period of migration.

• Technology process manager

for the engagement.

• Training team for the

processes.

• Line HR personnel.

Operational Audit

TechProcess follows a robust

management process to deliver

complete control and transparency

of operation to the Client. This

process clearly defines how

direction and priorities are set and

how decisions are made.

TechProcess also has a

comprehensive internal audit

process to manage and monitor

internal operations. The Clients can

conduct operational audits based

on these results. TechProcess also

generates regular reports, which

are accessible to the Clients at all

times. Typically, our Clients also

use these reports during

operational audits.

Operations Performance

Turnaround time and accuracy are

fundamental to any process. We

have turnaround time and

accuracy service level tied around

each process.

We collate actual performance

data and share it with our

customer at pre-agreed intervals.

This information is collated based

on reports that are generated from

the applications underpinning or

manually collated.

SLA’s TechProcess deploys a strong

process measurement system

platform to ensure adherence to

both service levels (critical to

quality) and process measures

(critical to process). TechProcess

has consistently met and

consequently exceeded the agreed

upon service levels for all its

Clients.

We also provide Clients with real-

time monitoring capabilities,

combined with rigorous feedback

sessions to ensure adherence to

SLAs.

Process Improvements

Some of the key features of our

reporting framework include:

• Online access to Client on all

quality metrics and reports.

• Access to the premises to the

Client teams on a surprise

basis any time.

• Quality audits annually.

• Regular status reporting.

• Performance and partnership

review meetings.

Availability of Reports

TechProcess will make the reports

available to the Client in a

printable fashion.

Operations Expertise:

With a mature operations group,

Tech Process deploys a structured

client engagement model to

successfully manage each stage of

a client implementation including

process mapping, knowledge

transfer, training, process

transition, implementation, quality

monitoring, reporting and on-going

performance management. Our

managers are experienced contact

center professionals, each having

strong expertise in their functional

roles. This experience and best

practices from our operations can

be leveraged to provide an

outstanding outsourced solution

for the client both, during initial

transition and future scale-ups.

State-of-the-Art Infrastructure:

Tech Process provides a robust

infrastructure and technology

platform with built in redundancies

to enable optimum service

performance. TechProcess has

state-of-the-art facilities in all

locations.

Robust Security:

TechProcess is an ISO 27001:2005

certified Company. With our

current operations for leading

companies, as an organization,

Tech Process is very conscious of

maintaining a high-security

environment. We have a

comprehensive security policy that

is documented, communicated to

all employees and strictly

implemented through the

organization.

Speed in Implementation Roll

out:

The Company has successfully

delivered large scale-ups on

multiple client programs in short

timeframes. This is a true

reflection of the core team’s skill

and maturity in delivering rapid

implementation at the highest

levels of quality.


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Objective To facilitated collection from various customers bank account through electronic mode. (ECS Debit)

Process Flow

Total ECS Solutions: Mandate Lodgment to Transaction Processing / MIS

o Completed mandates will be collected from a centralized location by TPSL.

o Collected Mandates will be lodged at respective destination bank and branch.

Acknowledgement will be taken from the branch for the lodgment.

o Copy of the lodged mandates maintained with TPSL centrally as per RBI guidelines.

o Transaction processing file will be given to TPSL every month.

o TPSL will encrypt the files and through RBI send it to respective ECS locations.

o TPSL will run the ECS in the prescribed locations.

o TPSL receives the status from the locations and on Status Day+2 basis we credit the clients

account.

o The Statuses and the Credit will be in a cascading effect as per the cycle times of the locations.

o The system of ECS works on three dates, Run date-When the file needs to be presented to the

clearing house.

o Settlement Date- when the debit or the credit transaction hits the designated account. Status

date-is the day when the status of the transaction comes to TechProcess solutions.

Process Details


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Mandate Lodgement Process

o Document Mgmt is powered with dynamic professionals in the field of Document Processing.

o Presence in 80 locations across India with more than 200 employees to support the processes.

o Equipped with In house technologies that ensures the efficiency & accuracy in data digitization.

o Virtual support in all major cities in the 80 TechProcess branches across India.

o IT express / First Flight courier services to support PAN India logistic support.

o Metrics based process reviews

o Active BCP structure

On an agreed date TechProcess Solutions would provide you with the followings

o Clear funds to your account as collected thru EFT/DD/P.O.

o MIS report on the desired format for successful and failed transactions.

o Details of the failed transaction (reason for failure)

o An up loadable soft copy of the report that would get updated in your system automatically.

Services during the Process

o Collection of the mandate forms from your centralized office.

o Data entry of the mandate forms.

o Validation & Lodgment of the mandate forms with the destination banks.

o Co-ordination for processing the file with RBI/SBI.

o Sending SMS/Email alerts to the customers:

� Before debiting the bank account hence helping him maintain the required balance.

� Alerts on final status of the transaction (successful / failed)

Key Benefits

Most of the Banks / Utilities / NBFC etc using ECS Debit for effective collection of dues are looking

for

o Daily ECS settlement

o Maximum number of locations – RBI, SBI, UBI and others.

o Auto reconciliation, customized reports

o Mandate management *– data entry, verification, filing etc.

o Email / SMS *Alerts to customers on the transaction.

With in house software team in place TechProcess today is in a position to meet all the above-

mentioned requirements for smooth effective processing of ECS Debit/Credit transactions.


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Value added services

TPSL has introduced a capability to touch base with either destination banks or clients customers for a host

of solutions as mentioned below.

Today TPSL offers the outcalling services from Mumbai, Ahmedabad, Chennai locations to clients anywhere

in India. However pickup activity is limited to the ECS locations in the country, which currently is 80

1. Contact customer to convert from PDC to ECS

2. Outcall customers to pickup exhausted or normal cheques

3. Outcall customers to pickup any relevant documents required by the client. It could be any loan related

documents, any medical documents for insurance etc

4. Outcalling customers as a welcome call for insurance or any loan disbursement.

5. Outcalling customers for analyzing any financial bounces.

6. Outcalling to respective destination banks for

a) Validating the customer account details

b) Analyzing of non-financial bounces to destination banks.

7. Actual Pick Up activity for the above mentioned documents (cheque, mandates etc)

Technology Architecture deployed for Mandate Lodgement process

Technology architecture deployed in document management are:

Dual Data Entry Module:

An exclusive in house application is being used for data capturing. It enables us to ensure zero defects in data

capturing.

OmniCapture & OmniDocs:

With the help of these applications, the mandates are scanned and linked with the relevant data and stored for

future reference.


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\

Information Technology Set-up available

With our current operations for leading companies, as an organization, Tech Process is very conscious of maintaining a

high-security environment. We have a comprehensive security policy that is documented, communicated to all employees

and strictly implemented through the organization.

Existing Network and Technology Platform

a) No of branches connected - 80

b) Robust connectivity across all TPSL branches through network diagram as follows -

• Dedicated MPLS leased line with ISDN lines as the backup and centralized dashboard for network monitoring

with 24*7 Support.

• Each router is backed by a UPS with a minimum of 45 mins.

• Centralized MS-Exchange E-Mail server located at VSNL, Chennai, with Anti-spam & Anti-Virus Software.

c) Our existing software features which will be deployed for the scope of services will provide the list of software

basis the scope of activity received from the client. If required, we will have a new software developed for the

activity for enhanced performance and productivity.

d) Our infrastructure at branches -

a. Hardware –

• UPS, Generator backup( for sites having more that 50 seaters), router , Cisco switches at the

Centres, Branded Desktops,

b. Software

• Windows OS, MS- Office, Windows 2k/2k3 Svrs, MS-SQL, Visual Studio, Jrun, AIX, MS Project, Visual

Source Safe, Crystal Report, MS Visio, Eclipse, Dreamweaver, DJ Decompilers, EditPlus.

c. Backup

• Daily differential backup.

• Weekly Full backup.

• Monthly Full backup (Offsite).

Means to ensure data privacy & compliance

• We have dedicated systems for every application; like Payment Gateway / ECS / Electronic Debit have separate

dedicated facilities.

• The same structure is maintained at the Datacenters also.

• We have a 24*7 security system in place. Each visitor or employee at the entrance has to undergo a security check.

Also no outsider or executive is allowed to take the camera cell phones along with him or her to the ops floor.

• As a part of the security software policy, each machine is password protected and the have no or limited access to the

user.

• Time to time the data is purged from the server as well so that no tampering with the client data happens.

• All non –web facing applications are hosted internally, while web-facing applications like payment gateway are hosted

out of TataNet, Data center at Prabhadevi. E.g.: bulk transaction database are hosted internally.

• For each client we maintain a separate payee_id which is a unique. For every transaction logs are generated.

• Each user is given a separate a Username & password.

• The following controls are implemented on our servers:-

• Server Hardening.

• Anti-Virus Soft wares.

• For online systems, the servers are protected using a firewall.

Technology Overview


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Company

Name

TechProcess Solutions Limited

Address Trade world Bldg, “C” wing, 3rd Floor,

Kamala City, Senapati Bapat Marg,

Lower Parel, Mumbai – 400 013

Name Contact Contact (Email id, contact number)

Overall

Coordinator

Vijayakumar

Ramakrishnan

�09176679847 [email protected]

Daily

Coordinator

Ramesh

Vijayakumar

�09884038520 [email protected]

Transaction Processing Charges As per agreement

Billing Frequency: Monthly

SR. No. Categorization Cost

1 Integration fees Rs.5000/-

2 Transaction Processing Charges Rs. 4.50 /- Per Transaction

3 Mandate registration Charges

(These charges are applicable for every initial submission and

subsequent resubmission of Mandates) (NO LODGEMENT)

Rs.5/- per mandate

4 Mandate registration and Lodgement Charges Rs.15/- per mandate

Govt taxes as applicable would be charged extra.

General Information

Billing Information

Commercials

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