Request for information: nice workforce management (wfm) solution for road accident fund contact centre operations

For enquiries and submissions, contact SCM – Demand Management at [email protected]. All communications must reference the RFI number (RAF/2026/00026) and specific paragraph numbers where applicable.

Submit responses via email to [email protected] with the subject line referencing RAF/2026/00026. Only the Original Equipment Manufacturer (OEM) or accredited partners/resellers of the OEM are eligible to respond. Provide written confirmation of OEM accreditation. Enquiries must be submitted in writing to the same email, referencing specific paragraph numbers, prior to the closing date. No compulsory briefing session is scheduled.

Evaluation will focus on functional and technical capabilities of the NICE WFM solution, including: real-time and historical schedule adherence monitoring; time-off management and agent self-service functionality; standard and configurable reporting with export capability; ability to support operational planning for permanent and temporary resources; multi-skill and multi-site scheduling; forecasting contact volumes, workload, and staffing requirements; and scalability to meet RAF operational needs. Integration with Telviva Telephony Solution and existing Contact Centre ecosystem (e.g., DCE CRM) is mandatory.

Required: NICE Workforce Management (WFM) solution for 12 months, including licensing, maintenance, support, hosting, and integration with Telviva Telephony Solution. Scope: workforce planning, scheduling, forecasting, adherence, reporting, and operational functions. Must support: forecasting contact volumes/workload; multi-skill/multi-site scheduling; intraday management; real-time/historical adherence monitoring; time-off/self-service; standard/configurable reporting; operational planning for permanent/temporary resources; and scalability. Integration: confirm approach with Telviva for agent/queue/call data; API/file transfer/connector requirements; and compatibility with DCE CRM/reporting platforms. Support: propose maintenance contract with software updates, patches, and system maintenance. Response timeframes: Priority 1 (Urgent): 15 min response, 1 hour resolution; Priority 2 (High): 30 min response, 2 hours resolution; Priority 3 (Medium): 45 min response, 6 hours resolution; Priority 4 (Low): 60 min response, +10 hours resolution. Implementation: provide transition approach, configuration, training, and knowledge transfer.

Submit pricing using the provided schedule for: NICE WFM Enhancement, Maintenance & Support (Annual, 20 users); NICE WFM Licenses (Annual, 20 users); NICE WFM Hosting/Managed Services (Annual, 20 users); Implementation, Integration, Training, and Knowledge Transfer (Annual, 20 users). Include sub-total, VAT, and total amounts. Pricing must cover the 12-month period.

Bidders must be registered on the National Treasury Central Supplier Database (CSD). Tax matters must be in order at submission. Companies or directors listed on the National Treasury Register for Restricted Suppliers or Tender Defaulters will be disqualified. Only OEMs or accredited partners/resellers of the OEM may respond; documentary proof of accreditation is required. Bidders must disclose their structure (individual, joint venture, consortium, or subcontractors) and provide full registration details (name, registration number, VAT number, contact person, telephone, fax, email, postal, and physical address) for all parties involved.