Cloud-based contact centre telephony solution for SACAA: installation, customisation, and 5-Year support

Closing date: 18 June 2026 at 11h00. Bid validity period: 180 days from closing date. Clarification deadline: 8 June 2026 (submit written queries to [email protected]). No briefing session.

SCM/Technical enquiries: Ntombizodwa Duma, Phone: 011 545 1262, Email: [email protected]. Submission address: TENDER BOX MARKED 1, Attention: The BEC Chairperson, SACAA Bid Committee, Byls Bridge Office Park, Olievenhoutbosch Road & Jean Ave, Centurion, 0062. Access code arrangements for office park entry: Betty Monyeki (082 885 4270) or Cynthia Motaung (083 461 6534).

Submit bids in a three-envelope system: Envelope 1 (mandatory compliance documents: CSD, SBD forms, tax compliance, B-BBEE), Envelope 2 (technical proposal: 1 original + 1 copy), Envelope 3 (pricing schedule: 1 original + 1 copy, strictly in Annexure B format). Use official forms only (do not re-type). Deviation from the pricing schedule format may disqualify the bid. No USBs/memory sticks accepted. Submit sealed, clearly marked envelopes (with bid reference, company name, and closing date) to: TENDER BOX MARKED 1, Attention: The BEC Chairperson, SACAA Bid Committee, Byls Bridge Office Park, Olievenhoutbosch Road & Jean Ave, Centurion, 0062. Late bids (after 11h00 on 18 June 2026) or bids not in the tender box will be rejected. Amended bids must include the original bid and be marked 'Amendment to Bid'. Prior access code arrangement required for office park entry: contact Betty Monyeki (082 885 4270) or Cynthia Motaung (083 461 6534). Bids must be valid for 180 days from closing date. All documents must be in English.

Evaluation occurs in 3 phases: Phase 1 (Mandatory Compliance): Bidders must submit CSD registration, SBD 1/3/4/6.1, tax compliance (TCS PIN or CSD number), and B-BBEE certification (or sworn affidavit for EMEs/QSEs). Non-compliance disqualifies the bid. Phase 2 (Technical + Demonstration): Technical evaluation (100 points) requires full compliance with scope (30 points), reporting (5-10 points), support/maintenance plan (10 points), company expertise (15-20 points for 3+ implementations), key personnel experience (15+ points: Project Lead, IT Infrastructure Specialist, VoIP Engineer), and project plan (5-10 points for 1-6 month timelines). Minimum 80/100 required to proceed. Demonstration (65 points) evaluates omnichannel, scalability, ACD/IVR, surveys, queuing, recording, QA, dashboards, and reporting. Minimum 55/65 required to advance. Phase 3 (Price + Specific Goals): 80 points for price (using PPPFA formula: Ps = 80(1 - (Pt - Pmin)/Pmin)), 20 points for B-BBEE level (Level 1: 20, Level 2: 18, Level 3: 14, Level 4: 12, Level 5: 5, Level 6: 6, Level 7: 4, Level 8: 2, Non-Compliant: 0).

Scope: Install and customize a cloud-based contact centre telephony solution for 5 years. Deliverables: Single secured point of contact for customers via telephone, email, chatbot, WhatsApp, self-help portal, and social media. Dedicated contact centre line. Cloud-based solution handling all channels. Real-time dashboards for inbound/outbound interactions (call volumes, waiting times, abandoned rates, agent availability). Extensive reporting (daily, monthly, quarterly, customizable) and workforce management capabilities. Integration with Microsoft Dynamics 365 CRM and Workforce Management System. ACD and IVR capabilities (messages, music on hold, callbacks, customer satisfaction surveys). Quality Assurance: End-to-end call recording, retrieval, multiple QA scorecards, accurate reporting. Live screen recordings/chat transcripts. Silent monitoring and buddying capabilities for training. Chatbot with AI and natural language processing for 24/7 self-service. SIP Trunk integration and firewall rule setup. Compliance with ICT security policy (PAIA, POPI Acts). Hardware/software configuration criteria for ICT approval (SACAA procures hardware). User Acceptance Testing (UAT) by service provider. Support: 5-year partner support and maintenance (1-year renewable, subject to performance). Training: User and management training post-implementation. License requirements: 2x supervisor/manager, 1x ICT support, 12x call centre agents.

Pricing must be in South African Rands (ZAR), firm, and inclusive of VAT. Submit detailed cost breakdown per deliverable (project management, maintenance, support, licenses, etc.) using Annexure B pricing schedule strictly; deviation may disqualify the bid. Include all additional costs (e.g., SIP Trunk, travel, accommodation) in the total bid price. Ceiling price required. Travel expenses: Only actual costs recoverable (proof required). Accommodation and other expenses must be specified with rates, quantities, and amounts. Payment terms: Certified invoices required. Travel reimbursement rules: Full-time monitoring staff (return office/site or home/site, whichever is lesser); part-time staff (return office/site or alternate site/site); overtime (return home/site). Non-monitoring staff: Reimbursed for trips exceeding 40km (round trip), only for distance >40km. Bid validity: 180 days from closing date.

Mandatory: Proof of registration on Central Supplier Database (CSD) (Report or Number). Submit fully completed and signed SBD 1 (Invitation to Bid), SBD 3 (Pricing Schedule), SBD 4 (Bidder’s Disclosure), and SBD 6.1 (Preferential Procurement Points). Tax Compliance: Submit Tax Compliance Status (TCS) PIN (via SARS e-filing: www.sars.gov.za) or printed TCS certificate. If no TCS PIN, provide CSD number. For consortia/joint ventures/sub-contractors: Each party must submit separate TCS certificate/PIN/CSD number. B-BBEE: Submit B-BBEE Status Level Verification Certificate or Sworn Affidavit (for EMEs & QSEs) to qualify for preference points. Points allocated per B-BBEE level: Level 1 (20), Level 2 (18), Level 3 (14), Level 4 (12), Level 5 (5), Level 6 (6), Level 7 (4), Level 8 (2), Non-Compliant (0). Foreign suppliers: If not a RSA resident, without a branch/permanent establishment/source of income/tax liability in RSA, no TCS PIN required. Disqualification: Bids from persons in state service, companies with directors in state service, or close corporations with members in state service will not be considered. Failure to comply with any of the above may render the bid invalid.