Support, maintenance and enhancement of ohsc telephony and health ombud contact centre solution

Evaluation is based on a 100-point technical assessment with an 80% minimum threshold to qualify for the final phase (price and B-BBEE evaluation). Criteria and weightings:

• Company Proven Experience (25 points): Minimum 5 years’ experience in each of the following: BCT Call Center, NEC SV9100 PABX, Telephone Management System (VSA Rampage), Call Cabinet Voice Recording, Halo CRM, SV9100 Remote Working and Soft Phone, IT Service Desk Solution, Software Assurance (SWA), and SMS integration. Reference letters must be verifiable and correspond with Annexure E.
• Technical Skills (15 points): Provide a team with at least 3 resources, each with a minimum of 5 years’ experience in: Service Delivery/Project Management, Unified Communication (NEC SV9100 & Business ConneCT), and Halo Configuration & Support. CVs and certifications must be submitted.
• References (15 points): Submit at least 3 contactable reference letters (not older than 10 years) from clients for whom you provided support and maintenance for NEC SV9100, Business ConneCT, and Halo CRM/ITSM. Letters must include project description, role, duration, and be signed.
• Approach and Methodology (45 points): Demonstrate a clear understanding of the Terms of Reference. Provide a project plan/Gantt chart and detailed narrative for supporting and maintaining all listed systems (BCT, SV9100, VSA Rampage, Call Cabinet, Halo CRM, Remote Working, IT Service Desk, SWA, SMS). Must meet all 9 requirements to score full points.

Non-compliance with mandatory partnership letters or failure to meet the 80-point threshold results in disqualification.

Scope: Provide 12 months of support, maintenance, and optimisation for the OHSC’s on-premises contact centre solution. Current system components:

• NEC IP SV9100 Telephony System with DT700 terminals, UC Client, and softphones (DT730, DT820, Jabra BIZ 1900 headsets).
• Business ConneCT (BCT) contact centre application with features like skill-based routing, IVR, email routing, Web Chat, CRM integration (Halo), and live dashboards.
• Halo CRM and IT Service Desk (ITIL-based) for complaints, enquiries, alerts, and compliments tracking.
• VSA Rampage Telephone Management System for call traffic monitoring and cost management.
• Call Cabinet Voice Recorder for call recording and storage.
• Satisfaction Survey system for performance measurement.

Key Deliverables:

• Maintain valid software certificates (e.g., SSL) and Software Assurance (SWA) for the contract duration.
• Supply and maintain licenses for BCT, SV9100 PABX, Halo CRM, VSA Rampage, and Call Cabinet.
• System enhancements: Optimise dashboards, modify datasets for reporting, auto-generate monthly/quarterly reports, detect duplicates, and auto-populate complainant information.
• Ensure seamless integration with OHSC/HO systems via APIs (no recurring per-user fees for third-party integrations).

Support and Maintenance:

• Minimum 6 cumulative support hours per month (unused hours can be carried forward).
• SLA with priority levels (Very High to Low) defining response and resolution times during business hours (Mon-Fri, 08h00-17h00).
• Activities: Technical/functional support, diagnostics, system management, UAT, change management adherence, and technical documentation.

Training: Provide formal on-site training and user/manual guides for new or updated software.

Replacement Conditions: Proposed replacements for existing components are only permitted if the item is end-of-life (EOL) with OEM proof. Must include:

• Detailed alternative solution meeting or exceeding existing functionality.
• Methodology for migration, integration, and risk mitigation.
• Company experience (5+ years), technical team skills, OEM partnership letters, and Bill of Materials (BOM).

Pricing must be in South African Rand (ZAR), inclusive of 15% VAT. Requirements:

• Submit a detailed pricing schedule as per Annexure A (12-month costs) and Annexure B (hourly rates). Cross-reference all pricing to the technical proposal.
• Breakdown required for: Licenses (BCT, SV9100, Halo, VSA Rampage, Call Cabinet), support/optimisation (50 hours base), enhancements (10 hours), new development/APIs (10 hours), SMS solution, SSL certificates, and SWA upgrade costs.
• Justify any 'other costs' listed under Annexure A, point 17.
• Payment terms: OHSC pays within 30 days of receiving a valid invoice for satisfactory work. Payments are split equally throughout the contract. No payment will be made for outstanding work or missing information.
• For replacement solutions, adhere to the same pricing table structure (Annexure A & B).

Mandatory compliance requirements:

• Submit valid OEM partnership letters for NEC, Call Cabinet, Halo, and VSA Rampage under your company name. Replacements require partnership letters for the proposed items.
• Complete and submit the Bidder’s Disclosure (SBD4) form, declaring any state employment, conflicts of interest, or related enterprises. Non-compliance may lead to disqualification.
• Comply with the Protection of Personal Information Act (POPIA). Must be bound by a POPIA-compliant agreement to regulate personal information processing.
• Ensure your company is not listed on the Register for Tender Defaulters or the List of Restricted Suppliers.
• B-BBEE status level contribution will be evaluated in the final phase (after achieving 80+ technical points).
• All reference letters and experience claims will be verified with clients.