Ai-powered multi-channel transactional chatbot implementation for cipc

Supply Chain Enquiries: Ms Ntombi Maqhula (012 394 3971, [email protected]) or Mr Solomon Motshweni (012 394 45344, [email protected]). Technical Enquiries: Ms. Thobile Jiyane ([email protected]). Submission address: Tender Box at the main gate, 77 Meintjies Street, Sunnyside, the DTIC campus, Pretoria. Note: Bidders must call CIPC if emails are unanswered, as emails may be flagged as spam.

Submission requirements: - Submit sealed proposals to the Tender Box at the main gate, 77 Meintjies Street, Sunnyside, the DTIC campus, addressed to Manager (Supply Chain Management), Companies and Intellectual Property Registration Office. - Submit a USB with the proposal in PDF format (read-only, no password protection). Ensure all documents are signed, initialed on each page, and the USB contains no blank pages or folders. Organize documents in numbered folders. - Submit SBD forms (SBD 1, SBD 4, SBD 8, SBD 9) completed and signed. - Submit a valid and compliant B-BBEE Certificate (SANAS Accredited or sworn affidavit for EME/QSE). Failure to submit will disqualify the bid. - Submit proof of registration on the Central Supplier Database (CSD Report). - Submit a separate SEALED envelope with the Price Proposal (SBD 3.3 and SBD Form 1). Total Bid Amount must be inclusive of all costs and carried over to both forms. - Submit OEM Certificates/Partnership letters for the proposed solution. Failure to submit will disqualify the bid. - Attend the compulsory briefing session on 19 January 2026 at 11:00 AM via MS Teams (Meeting ID: 387 414 468 715 04, Passcode: u7Wm2gW6). Failure to attend will disqualify the bid. - Indicate in the proposal that all conditions in the Terms of Reference (ToR) have been read and understood. Disqualification risks: - Non-compliance with USB submission requirements. - Non-submission of mandatory documents (B-BBEE Certificate, CSD Report, OEM Certificates, SBD forms). - Failure to attend the compulsory briefing session. - Failure to carry over the Total Bid Amount to SBD 3.3 and SBD Form 1. - Submission of password-protected USB or incomplete/unsigned documents.

Evaluation process: - Bids will be evaluated using the 80/20 Preferential Procurement Policy Framework Act (80 points for price, 20 points for specific goals). - Evaluation phases: Phase 1: Compliance to minimum requirements (mandatory documents, SBD forms, B-BBEE, CSD, OEM Certificates). Non-compliance may result in disqualification. Phase 2: Functional Evaluation (100 points). Bidders must score a minimum of 60 points to proceed. Phase 3: Functional Evaluation (repeated, likely a typo; treat as Phase 2 continuation). Phase 4: Pricing and Preferential Procurement (80/20 split). Functional Evaluation Criteria (100 points total): 1. Experience of the Company (30 points): - Submit at least 3 reference letters (not older than 3 years) for AI-powered multi-channel chatbot implementations (preferably cloud-based). - At least 1 referenced implementation must be live. CIPC reserves the right to conduct site visits or demonstrations. Scoring: 1 (no/irrelevant letters) to 5 (5+ years of experience). 2. Proposed Project Team Expertise (25 points): - Submit detailed CVs for core team members (Project Manager, AI/NLU Engineer, Systems Integrator, etc.). - Include educational qualifications, certifications (AWS, Azure AI, etc.), and practical experience (minimum 2 years in relevant field). Scoring: 1 (unqualified team) to 5 (5+ years of relevant experience, public sector/large enterprise experience). 3. Technical Solution Capability & Functional Fit (25 points): - Core requirements: conversational NLU, multi-channel deployment (WhatsApp mandatory), transactional interactions, escalation to human agents, CIPC system integration, AI-assisted knowledge base, POPIA compliance. - Non-core requirements: reporting dashboards, clear documentation, additional social platforms. Scoring: 1 (below requirements) to 5 (exceeds all requirements). 4. Implementation Approach & Project Management (10 points): - Assess delivery methodology, governance, timelines, risk management, QA, testing, and support. Scoring: 1 (no structured approach) to 5 (comprehensive, realistic, and well-structured plan). 5. Skills Transfer, Sustainability & Knowledge Management (10 points): - Assess training, documentation, knowledge-sharing frameworks, and CIPC self-sufficiency within 1 year. Scoring: 1 (no plan) to 5 (comprehensive, measurable plan). Specific Goals (20 points): - HDI/Race (Black Ownership): 10 points (100% = 10 points, pro rata for <100%). Verification: B-BBEE Certificate, CSD Report, CIPC Company Registration. - Gender (Women Ownership): 8 points (100% = 8 points, pro rata for <100%). Verification: B-BBEE Certificate, CSD Report, CIPC Company Registration. - Disability (Disabled Persons Ownership): 2 points (100% = 2 points, pro rata for <100%). Verification: Confirmation of Disability Form (SARS ITRDD), Medical Certificate. Note: Failure to submit a compliant B-BBEE Certificate or CSD Report will result in disqualification.

Scope: Implementation of an AI-powered multi-channel transactional chatbot for CIPC. Deliverables: - Functional and secure AI-powered chatbot deployed across defined platforms. - Integration with CIPC systems (e.g., BizPortal, eServices, payment gateways) and APIs. - Dashboards for analytics and SLA monitoring. - Skills transfer and training completion report. - Centralised knowledge base. - System documentation, source code, and architecture diagrams. - POPIA and CIPC security compliance certification. Technical Requirements: 1. AI Chatbot Design and Implementation: - Multilingual, conversational chatbot for generic and transactional queries. - Natural Language Understanding (NLU) for user intent, informal speech, and multiple South African languages. - Contextual awareness for conversational continuity. - No-code/low-code tools for CIPC staff to update content independently. 2. Transactional Capabilities: - Enable filing and payment of annual returns, access to entity records, compliance data, and outstanding balances. - Secure authentication (OTP, entity number validation). - Chat-to-pay functionality via integrated payment APIs. - Digital confirmation/proof of transactions. 3. Multi-Channel Integration: - Mandatory deployment on WhatsApp. - Integration with at least two additional channels (e.g., Facebook Messenger, Instagram, TikTok, website chat widget, CIPC Mobile App). - Consistent service experience across all platforms. 4. Knowledge Base: - Centralised repository for chatbot and live agent responses. - AI-assisted recommendations for accuracy and speed. - Easy content management by CIPC staff. 5. Reporting & Analytics: - Dashboards for query volumes by channel, resolution times, escalation rates, transaction metrics, and customer satisfaction. - Exportable reports for performance monitoring and audits. 6. Security & Compliance: - Full POPIA compliance. - Role-based access controls and user authentication. - End-to-end encryption for data in transit and at rest. - Regular vulnerability assessments and penetration testing. - Secure audit trails for all interactions. 7. Skills Transfer and Training: - Skills transfer plan for CIPC staff. - Training manuals, technical documentation, and workshops. - CIPC self-sufficiency within one year of project inception. Implementation Plan: - Phased execution over a maximum of 36 months, including design, development, pilot testing, full-scale deployment, training, and post-implementation support. Pricing Basis: - Based on an estimated 2 million customer interactions per month. - All-inclusive pricing (once-off and recurring costs) for implementation, maintenance, hosting, licensing, security, training, and support.

Pricing format: - All prices must be quoted in South African Rand (ZAR), VAT inclusive. - Pricing must be fixed for the duration of the contract (3 years). - Price validity: 120 days. - Submit pricing in SBD 3.3 (Pricing Schedule) and SBD Form 1 (Invitation to Bids). Total Bid Amount must be carried over to both forms. - Submit a price breakdown on the bidder’s company letterhead, signed by an authorised representative. - Pricing must cover: end-to-end chatbot configuration, WhatsApp channel setup, CIPC system integration, maintenance/support, hosting/licensing, security/POPIA compliance, training/skills transfer, and all other costs. - Pricing must be broken down into: once-off implementation costs, and recurring monthly/annual costs. - Payment terms: Net 30 days after receipt of invoice and acceptance of work. - Service providers are responsible for all costs (e.g., transportation, activities associated with the bid). - CIPC will not pay for transport to CIPC offices during installation, maintenance, or meetings. - On-site support: 200 hours per year; unlimited remote support. - Option to upgrade/scale functionality or licenses on a pay-as-you-go basis. Bonds/Guarantees: - No advance payments. Payment is tied to deliverables as per PFMA. Compliance: - Government Procurement General Conditions of Contract (GCC) apply (available on National Treasury website).

Mandatory compliance documents: - Valid Tax Clearance Certificate (TCC) PIN (for verification of tax compliance status). - Completed and signed SBD forms: SBD 1 (Invitation to Bid), SBD 4 (Declaration of Interest), SBD 8 (Declaration of Bidder’s Past Supply Chain Management Practices), SBD 9 (Certificate of Independent Bid Determination). - Valid and compliant B-BBEE Certificate (SANAS Accredited or sworn affidavit for EME/QSE). Failure to submit will disqualify the bid. - Proof of registration on the Central Supplier Database (CSD Report). Submit CSD unique reference number. - OEM Certificates/Partnership letters for the proposed solution. Must be signed, dated, and include expiry/validity date. Failure to submit will disqualify the bid. - Declaration of Secrecy (to be signed prior to contract commencement). - Service Level Agreement (SLA) with CIPC prior to contract commencement, including security measures for safeguarding assets (infrastructure, software, documents, backup media, information). - Compliance with PFMA regulations for safeguarding assets and access control. - POPIA compliance for all data handling. Additional requirements: - Bidders must be registered as service providers on the CSD (visit https://secure.csd.gov.za/). - Bidders must demonstrate all claims made in the proposal. - Resources provided by the bidder will be assessed for suitability. Failure to provide suitable candidates may lead to cancellation of the tender award. - Appointment is subject to positive security screening results by the State Security Agency.