Administration of ECS Mandate Form Flow / Direct Debit to ... for ECS directdebit other services...

SUD LIFE INS. CO. LTD. LETTER OF INTENT Document Confidential

SUD LIFE INS. CO. LTD. INSURANCE CO LTD

LETTER OF I NTENT

Version – 1.0 Date of L O I : 15.06.2009

Administration of ECS Mandate Form Flow / Direct Debit to Bank Accounts /

……………………………Online Premium Payments………………………………….

LETTER OF I NTENT

This Letter of Intent is both confidential and proprietary to SUD Life Ins. Co. Ltd. and is solely for your company’s use in preparation of a proposal. This Letter of Intent , as well as any information disclosed by SUD Life Ins. Co. Ltd. to your company, is subject to the terms and restrictions outlined in Letter of Intent . In connection with this Letter of Intent , SUD Life Ins. Co. Ltd. is providing you with various operational, personnel, and other information that deems proprietary and confidential. Such information is being furnished to you on a confidential basis to be used by you only in connection with your preparation and submission of a proposal in response to this Letter of Intent . You agree that such information will be kept confidential and will not, without prior written consent of SUD Life Ins. Co. Ltd., be disclosed by you in any manner whatsoever, in whole or in part. The information will not be used in any manner other than in connection with the preparation and submission of your proposal to SUD Life Ins. Co. Ltd. You further agree that you will not solicit or attempt to solicit any office, employee, or representative for any business outside of the submission of your proposal in response to this Letter of Intent .

This document and the information contained herein are confidential to and the property of SUD Life Ins. Co. Ltd... Unauthorized access, copying and replication are prohibited. This document must not be copied in whole or in part by any means, without the written authorization of SUD Life Ins. Co. Ltd... This document should be used only for intended purpose purported by the non-disclosure agreement signed by your representative organization.

BY OPENING THIS LETTER OF INTENT, YOU REPRESENT THAT YOU ARE WILLING TO COMPLY WITH THE CONFIDENTIALITY PROVISIONS OF THIS LETTER OF INTENT.


Table and Content

1 INTRODUCTION TO SUD LIFE

2 LETTER OF INTENT

2.1. GOALS & OBJECTIVES 2.2. SCOPE

3 METHODOLOGY FOR FINALIZING THE VENDOR

3.1. FINALIZATION STRATEGY 3.2. SCOPE OF ACTIVITIES 3.3. VOLUMES/ SPREAD OF BRANCHES

3.4. POST FINALIZATION PLAN

4 BENCH MARK IN SERVICES PROVIDED

4.1. SERVICE LEVEL AGREEMENT

4.2 . Administration of ECS Mandate Form Flow / Direct Debit to Bank

Accounts / Online Premium Payments

5 TENURE OF CONTRACT

6 GUIDELINES TO VENDORS WHILE FILLING LETTER OF INTENT

6.1. LOI ACKNOWLEDGE/ACCEPTANCE REQUIREMENT 6.2. QUESTIONS & ANSWERS FOR PROCESS 6.3. COSTS INCURRED BY VENDORS 6.4. DISPOSITION OF RESPONSES 6.5. RIGHT TO REJECT ANY OR ALL BIDS 6.6. CONTINUITY OF BUSINESS

7 SOME DO' S AND DON’T'S

8 TEMPLATE OF LETTER OF INTENT

8.1. TABLE OF CONTENTS

9 FILING OF LETTER OF INTENT TEMPLATE

9.1 VENDOR SUBMISSION GUIDELINES


10 ANNEXURES

11 INFRASTRUCTURE OF IT AND SUPPORT SYSTEMS - QUERIES AND CHECKLISTS 12 CRITERIA FOR SELECTION 13 ABBREVIATIONS


Distribution

This document has been distributed to

Name of Vendor Title Date of Issue Version


1. Introduction to SUD Life Ins. CO. Ltd.

SUD Life Ins. CO. Ltd. is a joint venture between BOI & UBI India's leading public sector banks and Dai-ichi, one of the top ten world leader in insurance. Our mission and vision is to build golden future along with security at every step of life.

The Letter of Intent is issued by SUD Life Ins. CO. Ltd. Insurance Company Ltd. (SUD LIFE INS. CO. LTD.)

SUD Life Ins. CO. Ltd. is seeking to outsource the “Administration of ECS Mandate

Form Flow and execution / Direct Debit to Bank Accounts for premiums due / Online

Premium Payments” facilities to its Valued Policyholders.

This Letter of Intent will define the scope of work to be performed, the requirements the vendor must address the method for response and the administrative requirements that must be followed. Geographical Categorization SUD Life Ins. Co. Ltd. currently works on a hub and spoke model across the locations through approximately 3023 Bank of India branches and 2573 Union Bank of India Branches. The locations have been defined as Cat A, Cat B and Cat C locations. Cat A locations include big cities and state capitals like Delhi and Mumbai where there are multiple branches in a single city. Cat B locations include cities which have relatively high commercial presence like Nagpur and Agra. Similarly Cat C cities include small locations like Ahmednagar and Jalgoan. Spokes are bank branch offices which are remotely located.

2. SUD LIFE’s: “Administration of ECS Mandate Form Flow and execution / Direct

Debit to Bank Accounts for premiums due / Online Premium Payments”. Letter of

Intent 2.1 Goals and objectives

The purpose of this Letter of Intent is to solicit proposals from a select list of vendors to

work with SUD Life Ins. CO. Ltd. in the area of Administration of ECS Mandate Form

Flow and execution / Direct Debit to Bank Accounts for premiums due / Online Premium

Payments.

2.2 Scope

This Letter of Intent is for vendor evaluation and selection to:

Administration of ECS Mandate Form Flow and execution / Direct Debit to Bank

Accounts for premiums due / Online Premium Payments processes from end to end and

shall encompass all the allied necessary activities.

2.3 Scope in detail

Statement of Business Problem


SUD Life Ins. CO. Ltd. is looking for an operations vendor to manage the

Administration of ECS Mandate Form Flow and execution / Direct Debit to Bank

Accounts for premiums due / Online Premium Payments processing on a day to day

basis.

3. SUD Life Ins. CO. Ltd. Vendor Finalization

3.1 Finalization strategy

The strategic decision to outsource to large institution has been rightly influenced by the following Principles:

1. Most efficient solutions 2. Best practices 3. Standardized & consistent experience in providing Services to all existing clients.

Selection Process Overview The functional team along with outsourcing team will facilitate the selection of the proposed solution / model. The selection panel will review, and analyze all proposals and make a recommendation to the management. The management will finalize the recommendation and the contract would be awarded.

The outsourcing team will handle the Letter of Intent distribution and will be the main contact for all the vendors throughout the selection process. Vendors are requested not to contact individual employees during the selection process.

Selection Schedule Distribute Letter of Intent to Vendors :- 15.06.2009 Vendor Letter of Intent question deadline :- 18.06.2009 Proposal due date :- 19.06.2009 Invitations to vendors for demo :- 22.06.2009 (If Applicable) Vendor Demonstration :- 23.06.2009 Recommendation to Management :- 24.06.2009 Contract Sign Off :- 25.06.2009

3.2 Scope of activities


The end-to-end activities to be undertaken for the outsourcing are as under:

1. Administration of ECS Mandate Form Flow and execution

2. Direct Debit to Bank Accounts for premiums due

3. Online Premium Payments processing

3.3 Volumes & spread

SUD Life Ins. CO. Ltd will provide with the projected volume on a frequent intervals. These projections are only for Letter of Intent response. The annual volume will be provided to you during interaction in person.

3.4 Post Finalization Plan

Shall be discussed elaborately while meeting for presentations, LOI issuance. 4. Service standards

4.1 Service Level Agreement:

In line with SUD Life Ins. CO. Ltd vendor sourcing strategy, quality metrics and accuracy measures will be defined, to be provided by the vendor. Given that there are multiple transaction activities, the service level definition will be arrived at for each such activity by the vendor and in accordance with the SUD Life Ins. CO. Ltd processes.

4.2 Vendor sourcing guidelines

a) Proposal format Instructions SUD Life Ins. CO. Ltd reserves the right to reject any or all proposals, to modify equipment or software configurations, or to waive any irregularity or informality on a proposal or in the bidding. Award of contract, if made by the management will be based upon a comprehensive review and analysis of each proposal, and the estimated costs to maintain and operate the proposed environment over a period of 2 years. The vendor shall abide by the decision of SUD Life Ins. CO. Ltd. No vendor may withdraw their Proposal for a period of ninety (90) days after the date set for the opening of proposals. All prices shall be firm and not subject to increase during the term of any contractual agreement arising between SUD Life Ins. CO. Ltd. and the vendor as a result of this Letter of Intent .

a) SUD Life Ins. CO. Ltd management reserves the right to reject any or all Proposals or any one or all items of such Proposals, to waive any irregularities, to increase or decrease quantities, and to be the sole judge as to the suitability of the current process and the merit of this model to meet the needs of SUD Life Ins. CO. Ltd.


b) Hours of operation

o Vendor‟s HO, RO, BO and Networked locations should be operational from 8:00am to 8.00pm on weekdays and also on Saturday and Sunday – for internal operations.

c) Vendor compliances & responsibilities Compliance with regulatory rules and regulations to administer Services shall be vendor‟s responsibility, in respect to providing




Vendor should follow the below mentioned Service Provider Guidelines:

i. Vendor to ensure that basic safety standards are adhered to and amenities

are available at all times for SUD Life Ins. CO. Ltd clients. ii. Vendor to insulate SUD Life Ins. CO. Ltd from any liability, for whatever

reason, from any person on their rolls working on the SUD Life Ins. CO. Ltd process.

iii. Vendor to indemnify SUD Life Ins. CO. Ltd against all losses arising out of :

Indemnifying Party’s breach of this Agreement;

Indemnifying Party’s violation of the Applicable Law;

Indemnifying Party’s negligence, willful misconduct, or wrongful act or omissions in connection with the Services; or

Any third party’s allegation that any intellectual property or products provided by the Indemnifying Party and used in relation to the Services infringe or misappropriate any copyright, patent, trade Secret, trademark, trade name or other proprietary rights of such third party.

iv. Vendor should share the guidelines and criteria. Vendor to have extensive process for audit checks pertaining to induction of potential services provider into the provider network.

Vendor to conduct mystery shopping exercise to ascertain the procedure and quality of




v. Vendor should designate persons to visit service providers at intervals considered to be adequate in their professional judgment to assess the level of services provided and to monitor the quality of tests and examinations being performed by Service Providers in the Business Operating Regions.


Prices

vi. Vendor shall quote the prices in format given in Annexure ( Rate quotation form). Upon acceptance of the offer by SUD Life Ins. CO. Ltd, vendor shall sign an agreement with SUD Life Ins. CO. Ltd comprising of two documents – “Master services agreement” and the “Scope of work”. The concluded contract would come into existence only upon signing of the agreement. The terms of the Letter of Intent shall form part of the agreement.

vii. Vendor shall quote the prices linked with increase in volumes during the term of the contract period.

5. Contract survivability

In the event that the vendor is acquired by or merges with another company by operation of law, the terms and conditions of the contract resulting from this Letter of Intent shall remain in full force and shall remain in force & effect on the acquiring company.

6. Vendor instructions and requirements

Outlined below are several instructions and requirements regarding your participation with SUD Life Ins. CO. Ltd. Letter of Intent.

If there are any conditions that your company cannot meet, please specify the same clearly in your intent to bid document before entering into SLA.

6.1 LETTER OF INTENT acknowledge / acceptance requirements

Letter of Intent acknowledgement

Kindly acknowledge receipt of this Letter of Intent, in writing, by completing the acknowledgement / receipt form found in Annexure to the Letter of Intent coordinator listed below not later than 15.06.2009. Acknowledgements may be sent via internet email or postal / courier services (see addresses below).

LETTER OF INTENT co-ordinator

Mahesh Kulkarni Manager - Operations SUD LIFE INS. CO. LTD. Insurance Co Ltd 11th Floor, Raghuleela Arcade Opposite Vashi Railway Station, Vashi , Navi Mumbai – 400703 E-mail: [email protected] Fax- 022 – 39546311, 022 - 39546292

mailto:[email protected]


Letter of intent Acceptance / intent to bid documents

Each vendor must state whether it intends to bid on this Letter of intent. If the vendor is intending to bid, the following acknowledgement documentation must be returned to SUD Life Ins. CO. Ltd‟s Coordinator. This documentation is provided in Annexure as identified below.

Annexure - Company contact information Annexure - Vendor Letter of intent acknowledgement / acceptance

These documents may be faxed to SUD Life Ins. CO. Ltd Letter of Intent coordinator. Each vendor should also send an internet email to the coordinator indicating that the faxed acknowledgement has been sent. (See contact information above)

Letter of intent : non-intent to bid information

If the vendor does not intend to bid on this Letter of Intent, all materials must be returned SUD Life Ins. CO. Ltd Letter of Intent coordinator, without retaining any copy in any form.

6.2 Question and answer process

Vendors may make inquiries and request clarification concerning this Letter of Intent and its contents by following the process outlined below: Question submission instructions

Inquiries and request for clarification concerning this Letter of Intent must be submitted in writing to SUD Life Ins. CO. Ltd Letter of Intent coordinator (email, fax or courier) given above by 18.06.2009. Inquiries will not be accepted beyond this date.

Question response process

Every attempt will be made to answer all inquiries from each vendor. Questions will become the sole property of SUD Life Ins. CO. Ltd and therefore the vendor maintains no proprietary rights to the questions. Each vendor should inquire about, and clarify, any Letter of Intent question that the vendor does not fully understand or believes may be interpreted in more than one way. SUD Life Ins. CO. Ltd, however, is not required to answer all questions.

6.3 Costs incurred by vendors

Each vendor, by submitting a response, agrees that any cost incurred by the vendor in responding to this request, or in support of the activities associated with this request, is to be borne by the vendor and may not be billed to SUD Life Ins. CO. Ltd.


6.4 Disposition of responses

All materials submitted in response to this Letter of Intent shall become the property of SUD Life Ins. CO. Ltd and may be returned only at the option of SUD Life Ins. CO. Ltd at the expense of the vendor. SUD Life Ins. CO. Ltd will have the right to use all ideas presented in any proposal received in response to this Letter of Intent.

6.5 Right to reject any or all bids

SUD Life Ins. CO. Ltd reserves the right to modify or terminate Letter of Intent at any time prior to the execution of a definitive contract. SUD Life Ins. CO. Ltd may also reject any and all bids without providing reason or justification for such rejection or to not award a contract as a result of this Letter of Intent .

6.6 Continuity of business

SUD Life Ins. CO. Ltd requires a vendor to present a plan that specifically addresses through what means, how long and what load capacity will be available to ensure continued service in the event of a disaster. This would include site outage as well as connectivity outages. This plan will be part of quarterly audit and must be updated. Vendor to provide a detail of the business continuity plan.

7. Disclosure and response confidentiality

This Letter of Intent is both confidential and proprietary to SUD Life Ins. CO. Ltd. and is solely for your company‟s use in preparation of a proposal. This Letter of Intent, as well as any information disclosed by SUD Life Ins. CO. Ltd. to your company, is subject to the terms and restrictions outlined below. In connection with the Letter of Intent SUD Life Ins. CO. Ltd. is providing you with various operational, personnel, and other information that SUD Life Ins. CO. Ltd deems proprietary and confidential. Such information is being furnished to you on a confidential basis to be used by you only in connection with your preparation and submission of a proposal in response to this Letter of Intent. You agree that such information will be kept confidential and will not, without prior written consent of SUD Life Ins. CO. Ltd, be disclosed by you in any manner whatsoever, in whole or in part. The information will not be used in any manner other than in connection with the preparation and submission of your proposal to SUD Life Ins. CO. Ltd. You further agree that you will not solicit or attempt to solicit any office, employee, or representative for any business outside of the submission of your proposal in response to this Letter of Intent. In addition, you will be responsible for any breach of this confidentiality, non-disclosure, and non-solicitation agreement by your agents, employees, and representatives. Moreover, you agree to transmit the information only to your agents, employees, and representatives who need to know the information for the purpose of preparing and


submitting your proposal to SUD Life Ins. CO. Ltd., and who are informed of the confidential nature of the information. Should SUD Life Ins. CO. Ltd. elect not to do business with you, you will return all materials supplied by SUD Life Ins. CO. Ltd. as soon as possible and in any event, upon request. This proprietary information and the materials contained herein will not be photocopied, reproduced, or distributed to others at any time without the prior written consent of SUD Life Ins. CO. Ltd. The submission of an Letter of Intent response expressly indicates that you are in agreement and will comply with the terms stated above. All materials submitted by your company become the property of SUD Life Ins. CO. Ltd. and will not be returned.

8. LETTER OF INTENT response format

8.1 Table of contents

The Proposal should broadly cover the following:

Your Service Delivery model

Your experience in running and managing similar operations

Your understanding of our scope of work and requirements

Solution overview : o Transition methodology o Technology deployed (existing, new and up gradation plan) o Operations management o Quality processes o Scalability of operations / staffing ratios o Disaster recovery and business continuity

Information security procedure

Brief on existing insurance process and clients

Commercials (to be provided as per Annexure-D): o Methodology for rates and commercials o Other commercial terms i.e. payment terms, taxes, duties, etc.

List of exception to Letter of Intent (if none, „NIL‟ format to be submitted)

Domain Expertise

Prior experience in implementation of such activities or solution

System and process Integration

Required IT and non-IT infrastructure for carrying out operations

Project Methodology

Project plan / methodology in terms of onsite or offsite support etc.

Overall timelines for setting up

Intermediate deliverables and phasing

Project Team

Total work experience of the outsourced staff members

Skilled and experienced manpower availability


Resource Availability for implementation and ongoing support

Strength of business partners

Senior management support

Company credentials

Age or number of years experience

Financial standing and strengths

Revenue trends

List of clients

Total number of professionals

Achievements

References

Contractual Issues

Security and confidentiality clause

Liability clause

Exclusivity clause

Statutory obligations clause

Features of the Proposed Solution in terms of

Flexibility

Scalability

Response Time

Availability

Total Cost of Ownership _ Compatibility with the existing infrastructure

Network infrastructure - Geographical reach - Infrastructure availability - Infrastructure building capability and time lines

Quality Control Measures

Business Continuity Plan

Cost

9. Submission of responses

9.1 Vendor submission guidelines

Upon completion of the Letter of Intent, each vendor / participant must adhere to the following guidelines:

Letter of Intent proposals must be delivered by postal / courier services, electronically or in person no later than close of business on 19.06.2009 to SUD Life Ins. CO. Ltd., to Letter of Intent coordinator.

Upon delivery of the Letter of Intent proposals, each vendor should notify the Letter of Intent coordinator by phone.

Late or faxed responses will not be accepted.

Participants are expected to submit their “best and final” prices on Letter of Intent due date.


All inquiries and contact regarding this Letter of Intent should be directed to the Letter of Intent Coordinator.

The final day and time to submit questions will be 18.06.2009

10. Annexure

10.1 Annexure A - Company contact information

Each vendor intending to participate in SUD Life Ins. CO. Ltd.. Letter of Intent , must complete and return the following contact information to the Letter of Intent Coordinator by 18.06.2009

The following information will be used throughout SUD Life Ins. CO. Ltd. Letter of Intent process. Any updates or changes to this information should be sent to the Letter of Intent Coordinator. Vendor / Company Details :

Company Name

Company Address

Primary Contact Secondary Contact

Name:

Title:

Telephone Number:

Fax Number:

Internet Email Address:


Dated : ________________

10.2 Annexure B - Vendor Letter of Intent acknowledgement / acceptance

Each vendor intending to participate in SUD LIFE INS. CO. LTD. Letter of Intent , must complete and return the following acknowledgement agreement document to the Letter of Intent Coordinator by 18.06.2009

By signing below, vendor agrees and acknowledges the SUD Life Ins. CO. Ltd. to its participation in the Letter of Intent process, including:

Intent to Bid

Vendor intends to bid and will participate and follow the processes and requirements outlined in this Letter of Intent.

Confidentiality of proposals

Vendor understands and will abide by confidentiality requirements as outlined.

Non Disclosure of SUD LIFE INS. CO. LTD. information

Vendor understands and will abide by non disclosure requirements as outlined.

Vendor Company Name Vendor Company Location

Name of Approving Authority Signature of Approving Authority

Title of Approving Authority Date Signed

10.3 Annexure C – Vendor information form

(a) General Information:

(i) Name of Company:

Address:


(ii) Registered Office:

(b) Year Of Establishment: (c) Type of Organization: Single Owner Vendor-ship Private Ltd Ltd. Public Sector Statutory Registrations

Excise Sales Tax PAN Central Sales Tax Work Contract PF & ESI (d) Details of turnover/profit last year: (e) List of active customers:

Customers Name Contract Details Nature and details of work

(f) Details of Quality Certification (g) Organization Structure with Contact Details of CEO:

Phone:

Fax :

E-mail :

Address:

Financial Year Turnover Profit Market Share

2008-09


(h) Nature of Association / Business Areas

PApppNPP (i) Details of business done with any other Group Co. or SUD Life Ins. CO. Ltd. in

last financial year: 10.4 : Quotations Template : Technical

Weights & Descriptions 1-Desirable feature

2-Optional feature

3-Feature required / workaround

4-Required feature

5-Essential/mandatory requirement

Sr.no Features Details Weightage Comments

Online Payment Services

1 Banks tied-up Types of Banks, names, total no. of banks tied-up with, for internet banking

5

2 Credit/Debit Cards Accepted

Types of Credit/Debit Cards, total no. of cards supported

5

3 Other Cards Accepted Other types of cards like ITZ card, etc. supported,

4

4 Time for Amount Transfer to client after collection

Time taken for Money transfer to SUD Life Account

5

ECS

5 No. of Pick up points across India

Total no. of locations with details 5

6 No. of Participating Banks with details

Types of Banks, names, total no. of banks tied-up with

4



5

Contract

No/Date Order Details Values (Rs.) Status


8 SMS/E-Mail Alerts to Customers

Alerts generation capability through various channels

3

Direct Debit

9 No. of Participating Banks Types of Banks, names, total no. of banks tied-up with

5

10 No. of Pick up points across India

Total no. of locations with details 4



5

12 SMS/E-Mail Alerts to Customers

Alerts generation capability through various channels

3

Bill Presentment

13 Biller Direct Service Payment accepted directly on biller's website

4

14 Bank-aggregator Service Payment through Partner Banks' Internet Banking portal,

3

Other Online Payment Solutions

15 Mobile based Payments Tie-ups with Banks for Mobile payments,

3

16 IVR based Payments Call based payments through credit card or direct debit payments

3

17 SI on Cards Standing Instruction set up with Credit Card Service Providers

3

18 Walk-In Payments Payment at bill payments points 3

Customer(Client) Care

19 Availability Customer care service availability 4

20 Timings Customer care service timings 4

21 Ways to reach Call, Email, SMS, Direct Internet based customer care services

4

Technology

22 Interoperability System integration capability with customer's system

5

23 Security Security features offered 4

Customers Feebback

24 References Existing customers in field of Insurance, Banks, Financial Institutions

4

25 Feedback Feedback of any of existing customers of vendor

3


Commercial

Sr.no Features Details Comments

Online Payment Facility

1 System Integration Fee

2 Transaction Charges

3 All Net Banking and Cash Card Transactions for collection

4 All Credit Card Transactions for Collection

5 Annual Maintenance Fee (AMF)

6 Security Deposit

ECS

7 Integration Fee

8 Customer Activation

9 Customer De-Activation

10 Transaction Processing Charges

11 SMS Alert

12 E-Mail Alert

Direct Debit

13 Integration Fee

14 Mandate Verification

15 Transaction Charges

16 Mandate Cancellation

17 SMS Alert

18 E-Mail Alert


11 IT Systems and technology – check list and question

11.1 Facilities

1. How many facilities do you have; where are they located? 2. How many workstations does each facility have? 3. What is the manpower availability in each location?

11.2. Disaster Recovery and Business Continuity:

1. Please provide details of your DR plan in terms of a. IT & Telco equipment. b. Location/building. c. Applications. d. Connectivity.

2. Please share the DR plan document. 3. What is your BC policy? How do you practice it?

12 : Parameters for evaluating proposals

All proposals received will be evaluated on the following parameters:

1) Understanding of SUD Life Ins. CO. Ltd. requirement 2) Demonstrated capabilities of executing similar work 3) Relevant experience in managing similar activities in related industries 4) Client references 5) Price 6) Infrastructure (Facilities, reach, people, management, technology, business

continuity plan etc.)

13 Acronyms

1. Letter of Intent 2. SLA: Service level agreements 3. HO : Head Office 4. RO : Regional Office 5. BO : Branch Office 6. TAT : Turn Around Time

Administration of ECS Mandate Form Flow / Direct Debit to ... for ECS directdebit other services...

Documents

Transcript of Administration of ECS Mandate Form Flow / Direct Debit to ... for ECS directdebit other services...