Supply, installation, and 3-Year maintenance of a complaints management system (including mobile app) for ray nkonyeni municipality

Bid enquiries: Bongani Mfenqa, Treasury Department, phone: 039 312 8304, email: [email protected]. Technical enquiries: Xolani Dlangalala, phone: 039 688 2033, email: [email protected]. Submission address: Bid box at 10 Connor Street, Port Shepstone, 4240. Municipal Manager complaints/objections: email [email protected] or fax 0865297195.

Submit bids as follows: - Download bid documents from www.etenders.gov.za or www.rnm.gov.za from 15 May 2026. - Submit ONE original bid document plus ONE copy. Failure to submit the copy will result in disqualification. - Seal the envelope and mark it clearly: "Supply and Maintenance of a Complaints Management System for a three (3) year period for Ray Nkonyeni Municipality". - Deposit in the bid box at Municipal Offices, 10 Connor Street, Port Shepstone by 12:00 on 29 May 2026. - Bids must be valid for 120 days. - Use official forms only (do not re-type). - Late bids will not be accepted. - Non-compulsory virtual tender briefing on 22 May 2026 at 12:00 via Microsoft Teams. Email [email protected] by 16:00 on 19 May 2026 to participate. - Unsuccessful bidders will be notified via the municipal website. Objections or complaints must be lodged in writing within 14 days to [email protected] or fax 0865297195.

Evaluation uses the 80/20 Preference Points System (Method 4: Financial Offer, Preference, and Quality/Functionality). - Functionality (20 points max): Scored first; bids failing to meet minimum functionality points will be rejected. Scoring criteria: Previous Experience (20 points): 5+ years = 20 points, 4 years = 10 points, 0-3 years = 5 points (verified via appointment letters/Service Level Agreements). ICT Qualifications (20 points): Honours degree + 5 years experience = 20 points, Bachelors degree + 5 years = 10 points, Diploma + 5 years = 5 points (verified via certified copies of qualifications and CVs). - Financial Offer (80 points): Scored using formula Nf = W1 x [1 - (P - Pm)/Pm], where W1 = 80, Pm = lowest bid price, P = bidder’s price. - Preference Points (20 points max): Awarded for Specific Goals based on CSD registration location: Within Ray Nkonyeni Municipality = 20 points, Ugu District Municipality = 15 points, KwaZulu-Natal = 10 points, Other = 5 points. Proof of CSD registration required. - Total score = Functionality + Financial + Preference. - If all bids are below R50,000,000, the tender may be cancelled. If any bid exceeds R50,000,000, the 90/10 system applies.

Scope: Supply, installation, and maintenance of a Complaints Management System (CMS) for 3 years, including a mobile app. Software must enable: - Capture, generate, and print customer queries. - Track queries by reference number, client details, and address. - Send email/SMS notifications on query progress to relevant parties. - Provide daily status reports to Accounting Officer, HODs, and management. - Notify HODs/managers of overdue queries or pending decisions. - Allow officials to upload comments/documents for query resolution. - Identify queries assigned to specific officials/technicians and their status. - Statistical reporting module for management/council decisions. - Dashboard with real-time query status. - Generate audit trail reports. - Produce printable/downloadable customer reports (monthly and year-end). - Role-based system access control. - Bulk SMS/email notifications for municipal activities. Deliverables: 1) Query Management System (including deployment). 2) Comprehensive end-user training on CMS. 3) Monthly statistical reports on customer queries. 4) Periodic scheduled training for the customer care unit. 5) Report on customer feedback and remedies. 6) Recommendations to enhance the customer care unit. 7) Monthly reports on consumer information updates.

Pricing: Submit using official MBD 3.2 Pricing Schedule (Non-Firm Prices). Include: - Once-off cost for supply and installation of CMS. - Monthly maintenance cost. - Sub-total, 15% VAT, and total bid price (must match cover page). - Prices must remain valid for 120 days. - Escalation: Annual adjustments based on average CPI for each completed year. - Price breakdown required for escalation calculations (factors must total 100%). Payment terms: - Payment within 30 days of invoice submission. - Supplier must complete a database application form (MBD7) post-award for inclusion in RNM database before payment. - Performance security may be required within 30 days of contract award (form specified in SCC).

Mandatory: - Central Supplier Database (CSD) registration. Submit proof (CSD number) or bid will not be evaluated. - Tax Compliance: Valid Tax Compliance Certificate (TCS) or Tax Compliance Status PIN from SARS. Foreign suppliers may use pre-award questionnaire (Part B:3). - Submit certified copies of: Company registration documents, ID documents of directors/owners/members/shareholders, TCS/PIN or CSD number. - Declarations: MBD 4 (Declaration of Interest), MBD 6.1 (Past SCM Practices), MBD 8 (Declaration of Past SCM Practices), MBD 9 (Certificate of Independent Bid Determination). - Joint Venture Agreements (if applicable) and MBD 4, 8 & 9 for each entity in the consortium. - No bids accepted from state employees or persons in service of the state. - B-BBEE: Preference points (20 max) awarded based on CSD location (Ray Nkonyeni Municipality = 20, Ugu District = 15, KwaZulu-Natal = 10, Other = 5). Proof required to claim points.