Unified contact centre solution with integrated telephony for city of cape town emergency & non-emergency services

The tender involves 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 period is 60 months from commencement, subject to MFMA Section 33 approval.

Closing date and time: 16 September 2026 at 10:00 am. Site visit/clarification meeting: 17 August 2026 at 09:00. Venue: 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.

Tender representative email: [email protected]. Submission address: Tender & Quotation Boxes Office, 2nd Floor (Concourse Level), Civic Centre, 12 Hertzog Boulevard, Cape Town. Appeals and legal queries: City Manager, c/o Manager: Legal Compliance Unit, 20th Floor, Tower Block, 12 Hertzog Boulevard, Cape Town 8001, Private Bag X918, Cape Town 8000, or email [email protected]. Access to Information queries: 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, or email [email protected]. POPIA-related queries: City Manager, c/o Information Officer, 20th Floor, Tower Block, 12 Hertzog Boulevard, Cape Town 8001, Private Bag X9181, Cape Town 8000, or email [email protected].

Submit a sealed envelope containing the completed and signed tender document, including all required supporting documents, to Tender Box 193 at the Tender & Quotation Boxes Office, 2nd Floor (Concourse Level), Civic Centre, 12 Hertzog Boulevard, Cape Town. The envelope must be endorsed with: TENDER NO. 21S/2026/27, the tender description, tender box number, and closing date. If the tender is too large for the box, enquire at the public counter for alternative instructions. Tenders submitted by facsimile or email will be rejected. Ensure submission is before the closing date and time (16 September 2026, 10:00 am). Required returnable documents include: Schedule F.5 (Declaration of Interest – State Employees), Schedule F.7 (Declaration of Tenderer’s Past SCM Practices), Schedule F.10 (Proposed Deviations and Qualifications), and all other schedules listed in Annexure F. Failure to submit all required documents may result in disqualification.

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. Key requirements: (1) OEM/OSM accreditation or authorisation to sell, distribute, implement, and support the proposed software solution, including warranty management. (2) Proven experience in maintaining/supporting Channel Management solutions, with verifiable evidence of years in the industry, project scale (concurrent agents), and integrations (IP telephony, correspondence/social media platforms, CRM systems, 24-hour emergency response systems). (3) Compliance with all specifications in Section C.5 of the tender document. (4) Submission of mandatory technical evidence via Schedules F.13B to F.13H. Joint ventures must specify the division of work among parties.

Tenderers must demonstrate: (1) Years of experience maintaining/supporting Channel Management solutions (Schedule F.13C). (2) Largest previous project by concurrent agents (Schedule F.13D). (3) Completed IP-based telephony implementations (Schedule F.13E, max 5 projects, 2 points each). (4) Integrations with correspondence/social media platforms (Schedule F.13F, max 5 projects, 3 points each). (5) Integrations with CRM systems (Schedule F.13G, max 5 projects, 5 points each). (6) Integrations with 24-hour emergency response systems (Schedule F.13H, max 2 projects, 5 points each). All evidence must include verifiable client references. Joint ventures must specify work division.

Tenderers must cooperate with 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 (e.g., OEM/OSM accreditation, project references) must be submitted to demonstrate compliance with technical and quality standards. Failure to provide required evidence may result in non-responsive status.

Pricing must comply with Section C.4 (Price Schedule). Key requirements: (1) All prices/rates must cover goods/services specified in the tender. (2) Arithmetical errors will be corrected per CCT rules (e.g., line totals govern over unit rates). (3) Unacceptable rates (excessively low/high or unbalanced) may require justification or amendment. (4) Price evaluation excludes Schedule B. (5) Comparative prices determined per CCT’s contract price adjustment methods (e.g., rates for outer years, indices, or exchange rates).

Comply with all pricing instructions in Section C.4 (Price Schedule). Pricing must cover all goods/services specified in the tender document. Arithmetical errors will be corrected per CCT rules (e.g., line item totals govern over unit rates). Tenderers may be required to justify or amend rates deemed unacceptable. Price evaluation is based on the sum of prices/rates (excluding Schedule B). Payment terms, bonds, or guarantees are not explicitly detailed in the provided text; refer to Annexures C (Performance Security/Guarantee) and D (Advance Payment Guarantee) for financial security requirements. Tender validity period: 120 days post-closing, extendable to 12 months + 6 months by mutual agreement.

Mandatory compliance: (1) Registration on the City of Cape Town (CCT) Supplier Database and National Treasury Central Supplier Database (CSD) as a service provider. (2) Valid Tax Compliance Status PIN from SARS (foreign suppliers exempt if not required to register). (3) Completed returnable documents: Schedule F.2 (Certificate of Authority for Joint Ventures), Schedule F.5 (Declaration of Interest – State Employees), Schedule F.6 (Conflict of Interest Declaration), Schedule F.7 (Past SCM Practices), Schedule F.8 (Authorisation for Deduction of Outstanding Amounts), Schedule F.9 (Certificate of Independent Tender Determination), Schedule F.13 (Information to Be Provided). (4) No restrictions under SCM Policy, no conflicts of interest, no contraventions of the Competition Act. (5) B-BBEE compliance: Submit verifiable documentary proof for preference points (if applicable). (6) OEM/OSM accreditation or distributor authorisation for software solutions.

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

Contract period: 60 months from commencement date, subject to MFMA Section 33 approval. The CCT may appoint a single tenderer and a standby bidder. The CCT reserves the right to cancel the tender process or reject all offers under specific conditions (e.g., no acceptable tenders, material irregularities, or unavailability of funds). Contract terms include compliance with CCT’s SCM Policy, OHS Act, and other applicable laws. Performance security/guarantee (Annexure C) and advance payment guarantee (Annexure D) may be required. Contract price adjustment provisions are outlined in Schedule F.1.

Functionality evaluation (100 points total, minimum 60 required): (1) Years in industry (max 20 points), (2) Previous project size by concurrent agents (max 20 points), (3) IP-based telephony implementations (max 10 points), (4) Integration with correspondence/social media (max 15 points), (5) Integration with CRM systems (max 25 points), (6) Integration with 24-hour emergency response systems (max 10 points). Price evaluation based on Price Schedule (Section C.4). Preference points allocated per Preferential Procurement Regulations 2022. Only responsive tenders (meeting all criteria) proceed to price evaluation.