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

Process Details
8. Objectives 8
Process Flow 10

9. Technology Overview 11

10. General Information 12

11. Commercials 12

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 Introduction and Company Background
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.
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TechProcess Solutions Limited companies and 80 % of the asset
(TPSL) is India’s leading electronic management companies. TPSL
transaction processing company processed over 60 million debit
that offers end-to-end solutions in (account receivables) transactions
electronic transaction processing, and over 7 million credit (account
data & document management payables) transactions in the year
and software solutions. 2006.
The company provides end-to-end The data & document
solutions in electronic transaction management arm of the company
processing ( ECS Debit, ECS Credit, provides end-to-end solutions
Direct Debit, Direct Credit, EBPP, across major BFSI companies for
Online Payment Solutions), Data & their Origination, Servicing,
Document Management (Card Fulfillment, Cheque Processing,
Processing, Cheque Processing & Payment requirements.
Printing, New Business- Urban and Furthermore, TPSL engages in Data
Rural, Order Processing ,CRM, Digitization, reconciliation,
Application Processing, Fund accounts payable and Logistics
Reconciliation ,Policy Support for several major
Administration , Policy Renewal enterprises in India.
Collection, Loan Processing,
Accounts Payable and Automated The Software Solutions arm of
Reconciliation to name a few) and TPSL is an innovative knowledge
Software Solutions to leading services entity that offers a full
companies in the BFSI, Telecom, suite of custom business
Travel vertical. intelligence, advisory, and
consulting IT solutions to address
The company commenced its clients' critical business needs
operations in year 2000 and what across Banking, Insurance and
began as a payment processing Financial services. The arm is a
business has today grown into a preferred provider of software
huge force in providing End to End solutions and self-service
solutions across customer life cycle technology initiatives. The
and enterprise requirements for company’s comprehensive
more than 200 corporations in the product/customized application
country. suites offer a variety of options to
meet the requirements of various
The electronic transaction enterprises in the BFSI space. As a
processing capability of the matter of fact TPSL handles the
company that pioneered electronic largest treasury operations in the
payment processing in India is country for large PSU and Private
designed, both in technological Banks.
and human assets to service the
collections and payables
TPSL is an ISO 9001-2008,
requirements of over 200 service ISO 27001:2005 certified
provider in the BFSI, Telecom,
company and has a pan
Travel and Healthcare vertical. As
the country’s largest electronic
India presence through 80
transaction processing company, locations with a team of
TPSL’s ECS transaction constitutes 3000+ talented and
85 % of RBI’s total ECS volumes, scalable professionals.
services 70 % of insurance
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 Organizational Details
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/
• 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.

• Date of Establishment/Incorporation – 8th Sept. Our Multiple Centers, serve as disaster recovery sites in
2000. case of uncalled failures or any natural calamities. Also
this gives us the flexibility to meet up with seasonal and
• A team of 3000+ talented and scalable holiday spikes giving us the ability to handle additional
professionals. volumes over and above the forecasted volumes.

• 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.
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.

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 Business Strategy

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.
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 has constructed three verticals “Payments, TechProcess benefits by investing for a matured
Data & Document processing and Software Solutions”, operations model, healthier relationship at a Senior
largely to cater to the above requirements. TPSL has Management Level and increasing wallet Share.
been successful to set up this ecosystem across

Transaction Processing Fitment

Payment Processing - Key Highlights

Industry leader in ECS payments with presence in 80
locations.

In house systems that can be customised to clients ECS Debit &
requirements . Systems are highly scalable and is able to Direct Debit
manage sudden spikes and drops in volumes .
Back Office &

Dedicated team of skilled staff with extensive domain and Fulfillment
process knowledge
Payment Gateway

Strategic team structure & business continuity planning.

Customised reporting and MIS to suit client requirements. Payment
Processing

Process Mapping and Solution driven approach resulting in
a hands off activity for the client ECS Credit

Work closely with regulators and clearing houses to enable

expertise and transfer of information in shortest possible Software
time. Solutions
Biller Management

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

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 ORGANISATION

Why TPSL Recruitment

• Quality driven organization (a)
Culture driven by qualified and skilled talent pool. ISO TechProcess follows a structured approach as far as
certified. “Recruitment” is concerned. The steps followed in going
about with the recruitment process are as detailed below:
• Learning and Development culture
Ongoing initiatives to enhance people’s skills and • Requirement forecasting
knowledge. • Identifying job profile
• Basic Criteria (Qualification, Experience)
• Robust Performance Management System (PMS) • Selection Process Guidelines
Effective appraising mechanism, Evolved rewards and • Channels of Selection (Initial Level of Screening)
recognition programme. • Testing and Screening
(b)
• Strong and experienced middle management team
To drive the business towards the company’s vision. Training methodology
• IT and Technology background
Training is what turns qualified new hires into effective
End to End technology integration and support in house.
executives. We pride ourselves on thorough and
continuous training programs administered by a dedicated
• Information security management systems
team of full-time trainers. Our training is divided into
(technology standards/certification)
various modules:
o Currently we are ISO 9001:2008 & ISO
27001:2005 Certified company.
• New Hire Orientation
o As part of operation management out internal
• Functional Training
quality team conducts an operational risk
management audit frequently. • On-the-Job Training
• Refresher Training

Our Clients

Delivery Imperatives
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.
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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.
Confidential
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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 Process Details

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.

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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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\
Technology Overview

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.

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 General Information

Company TechProcess Solutions Limited

Name
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 Vijayakumar 09176679847 vijayakumar.ramakrishnan@techprocess.co.in
Coordinator Ramakrishnan
Daily Ramesh 09884038520 ramesh.vijayakumar@techprocess.co.in
Coordinator Vijayakumar

Billing Information

Transaction Processing Charges As per agreement

Billing Frequency: Monthly

Commercials

SR. No. Categorization Cost

1 Integration fees Rs.5000/-

2 Transaction Processing Charges Rs. 4.50 /- Per Transaction

Mandate registration Charges
3 (These charges are applicable for every initial submission and Rs.5/- per mandate
subsequent resubmission of Mandates) (NO LODGEMENT)

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

Govt taxes as applicable would be charged extra.

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