Unified channel management (contact centre) solution with integrated telephony – city of cape town emergency and non-emergency contact centres

Closing: 16 September 2026 at 10:00. Site visit/clarification meeting: 17 August 2026 at 09:00, at Meeting Room D, Podium Block, 5th Floor, Civic Centre, 12 Hertzog Boulevard, Cape Town, or via Microsoft Teams (Meeting ID 320 495 594 744 119, Passcode D46u98fk). Attendance is strongly recommended but not compulsory. Clarification requests should be submitted at least one week before closing.

Tender queries: [email protected]. Submission address: Tender & Quotation Boxes Office, 2nd Floor (Concourse Level), Civic Centre, 12 Hertzog Boulevard, Cape Town. Appeals (Section 62 of the Systems Act): City Manager, c/o Manager: Legal Compliance Unit, 20th Floor, Tower Block, 12 Hertzog Boulevard, Cape Town 8001; Private Bag X918, Cape Town 8000; [email protected]. Access to information: City Manager, c/o Manager: Access to Information Unit, 20th Floor, Tower Block, 12 Hertzog Boulevard, Cape Town 8001; Private Bag X918, Cape Town 8000; [email protected]. POPIA queries: City Manager, c/o Information Officer, 20th Floor, Tower Block, 12 Hertzog Boulevard, Cape Town 8001; Private Bag X9181, Cape Town 8000; [email protected].

Submit one sealed envelope containing the completed and signed tender document and all required returnable schedules. The envelope must show the tenderer's name and address, the tender number and description, the tender box number, and the closing date. Deliver it to Tender Box 193 at the Tender & Quotation Boxes Office, 2nd Floor (Concourse Level), Civic Centre, 12 Hertzog Boulevard, Cape Town, before 10:00 on 16 September 2026. If the package is too large for the box, ask at the public counter for alternative instructions. Faxed or emailed tenders are rejected. The tender must remain valid for 120 days after closing, extendable to 12 months and then up to 6 more months by mutual agreement. Returnable schedules include: F.2 (Certificate of Authority for Partnerships/JVs/Consortiums), F.5 (Declaration of Interest – State Employees), F.6 (Conflict of Interest Declaration), F.7 (Declaration of Past SCM Practices), F.8 (Authorisation for Deduction of Outstanding Amounts), F.9 (Certificate of Independent Tender Determination), F.10 (Proposed Deviations and Qualifications), F.11 (List of Other Documents Attached), F.12 (Record of Addenda), F.13 (Information to Be Provided), and the OEM/OSM accreditation letters attached to F.13A. Missing or unsigned returnables can make the tender non-responsive.

Responsiveness first: the tender must comply with all conditions, specifications, and pricing instructions; the tenderer must not be restricted under the SCM Policy, guilty of Competition Act contraventions, or have conflicts of interest; tax affairs must be in order; and the tenderer must be registered or willing to register on the CCT Supplier Database and CSD. Functionality is scored out of 100 points; a minimum of 60 is required to be responsive. Criteria: (1) years maintaining/supporting Channel Management solutions – max 20 points; (2) largest previous implementation by concurrent agents – max 20 points; (3) completed IP-based telephony contact centre implementations – max 10 points (2 per project, up to 5); (4) integrations with correspondence/social media platforms – max 15 points (3 per project, up to 5); (5) integrations with CRM systems – max 25 points (5 per project, up to 5); (6) integrations with a 24-hour emergency CAD response system – max 10 points (5 per project, up to 2). Evidence for each criterion must be submitted in the relevant Schedule F.13C–F.13H with verifiable client references; failure to complete a schedule scores zero for that criterion. After functionality, price is evaluated per the Price Schedule, and preference points are allocated under the Preferential Procurement Regulations 2022. The CCT intends to appoint one main tenderer and one standby bidder.

The scope is the supply, implementation, maintenance, and support of a unified channel management (contact centre) solution with integrated telephony for the City of Cape Town's emergency and non-emergency contact centres. The contract runs 60 months from commencement, subject to MFMA Section 33 approval. Tenderers must hold OEM/OSM accreditation or distributor authorisation to sell, implement, and support the proposed software, including warranty management; proof must be valid at closing and submitted with the tender. Mandatory technical evidence must be provided in Schedules F.13B–F.13H, covering the solution's ability to meet the functionality criteria (years of experience, project scale, IP telephony, integrations with correspondence/social media, CRM, and 24-hour emergency CAD systems). Joint ventures must state exactly which party performs which part of the work. The CCT may request samples for testing; samples may not be returned.

Tenderers must demonstrate experience in maintaining and supporting Channel Management solutions, with the number of years scored in Schedule F.13C. They must provide evidence of their largest previous implementation by concurrent agents (Schedule F.13D), completed IP-based telephony implementations (Schedule F.13E, up to 5 projects), integrations with correspondence/social media (Schedule F.13F, up to 5 projects), CRM integrations (Schedule F.13G, up to 5 projects), and 24-hour emergency CAD integrations (Schedule F.13H, up to 2 projects). All evidence must include verifiable client references. Joint ventures must specify the division of work.

Tenderers must cooperate with the CCT's external service provider for due diligence reviews and risk assessments. Samples may be requested for testing and may not be returned. Certificates and verifiable evidence, such as OEM/OSM accreditation and project references, must be submitted to demonstrate compliance with technical and quality standards. Failure to provide required evidence may render the tender non-responsive.

Pricing must follow Section C.4 (Price Schedule). All prices and rates must cover the goods and services specified. Arithmetical errors are corrected per CCT rules, with line item totals governing over unit rates. Rates deemed excessively low, high, or unbalanced may require justification or amendment. Price evaluation excludes Schedule B. Comparative prices are determined per the CCT's contract price adjustment methods, such as rates for outer years, indices, or exchange rates.

Prices must follow Section C.4 (Price Schedule) and cover all goods and services specified. Arithmetical errors are corrected per CCT rules (line item totals govern over unit rates). Rates deemed excessively low, high, or unbalanced may require justification or amendment. Price evaluation excludes Schedule B. Comparative pricing follows the contract price adjustment methods in Schedule F.1. Performance security (Annexure C) and advance payment guarantee (Annexure D) may be required. A non-refundable tender fee of R200 applies only to hard-copy tender documents; website downloads are free.

Mandatory registrations: CCT Supplier Database and National Treasury CSD (each joint venture party must register individually). Tax compliance: valid SARS tax status PIN (foreign suppliers exempt if not required to register). Returnable declarations: F.5 (Declaration of Interest – State Employees), F.6 (Conflict of Interest), F.7 (Past SCM Practices), F.8 (Authorisation for Deduction of Outstanding Amounts), F.9 (Certificate of Independent Tender Determination). The tenderer must not be restricted under the SCM Policy, have conflicts of interest, or have contravened the Competition Act. B-BBEE preference points are claimed under the Preferential Procurement Regulations 2022; documentary proof is required. OEM/OSM accreditation is mandatory. Compliance with the Occupational Health and Safety Act is required, including a Safety Plan.

Compliance with the Occupational Health and Safety Act is mandatory. Tenderers must submit a Safety Plan demonstrating competencies and resources to deliver services safely. Health and safety requirements must align with the Act, its regulations, and the CCT's Health and Safety standards. The CCT may disqualify tenderers for corrupt or fraudulent practices.

The contract runs 60 months from commencement, subject to MFMA Section 33 approval. The CCT may appoint one main tenderer and one standby bidder. The CCT may cancel the tender or reject all offers if needs change, funds are unavailable, no acceptable tenders are received, there is a material irregularity, or pricing cannot be negotiated. The contract is subject to the CCT's SCM Policy, the OHS Act, and applicable laws. Performance security (Annexure C) and advance payment guarantee (Annexure D) may be required. Contract price adjustment provisions are in Schedule F.1.

Functionality is scored out of 100 points with a minimum qualifying score of 60. Criteria and maxima: years in the industry (20), largest previous implementation by concurrent agents (20), IP-based telephony implementations (10), integrations with correspondence/social media (15), CRM integrations (25), and 24-hour emergency CAD integrations (10). Evidence must be submitted in Schedules F.13C–F.13H with verifiable references. Price is evaluated after functionality, and preference points are applied per the Preferential Procurement Regulations 2022.