Service desk system upgrade for emfuleni local municipality

1.1. Description

Emfuleni Local Municipality (ELM) currently utilizes an ageing Service Desk Management System

implemented in 2011 to log and manage calls related to water supply, sewage, and sanitation. The system

has become increasingly unstable, lacks functional enhancements, and is no longer supported by a vendor,

resulting in system outages, poor performance, manual workarounds, and user frustration. The existing tool

no longer meets the operational, reporting, customer service, or digital transformation needs of the

municipality.

The purpose of this RFQ is to appoint a qualified service provider to upgrade, modernize the current system,

preferably software as a service with a fully functional, scalable, and automated Service Desk Tool that

supports world-class service delivery. The upgraded system must address current system limitations such as

lack of dashboards, limited accessibility, lack of integration, absence of customer notifications, and restricted

user functionality. It must support automated workflows, mobile accessibility, and comprehensive reporting

dashboards. The solution should integrate with multiple communication channels, enable real-time customer

notifications, and provide SLA tracking and performance monitoring. Additionally, it should enhance the

user experience by offering a self-service portal accessible via both web and mobile applications, allowing

customers to efficiently report faults and track requests in alignment with the municipality’s operational

requirements.

The successful bidder will be required to:

1. Provide, configure, and implement the upgraded/new Service Desk platform.

2. Migrate historical data from the old system (where required).

3. Ensure integration with communication channels (email, WhatsApp, mobile app/URL).

4. Provide user training, technical support, and documentation.

5. Ensure system stability, scalability, and compliance with municipal service delivery requirements.

2. Awarding strategy

The maximum number of suppliers to be awarded this RFQ is one

• Moderate = 66.7% - Company organogram partially addresses the resource list

needs for the scope of work.

• Good = 100% - Company organogram adequately addressing the resource needs

for the scope of work

Equipment Resource Capacity

Adjudicated based on Equipment Resource Capacity (Plant, Equipment, vehicles,

computers, software’s etc.) The purpose is to establish an overall picture of the

company's equipment resource capacity and ability to undertake the work and will

therefore be services/goods specific.

3. The rating of this item is based on a four-point scale: 20

None = 0 % - No submission

Weak = 33.3% - Minimal capacity in relation to the scope

Moderate = 66.7% - Capacity meets the scope requirements with some

gaps

• Good = 100% - Capacity meets the scope requirements

Work Breakdown / Schedule / Project Programme

Bidders will provide a detailed project plan indicating milestones and dates in line

with the requirements of the RFQ.

The rating of this item is based on a four-point scale:

• None = 0 % - No submission

4. Weak = 33.3% - The work breakdown/ schedule / project programme is submitted 20

but is unclear.

• Moderate = 66.7% - The work breakdown/ schedule / project programme is

submitted with unrealistic duration.

• Good = 100% - The work breakdown/ schedule / project programme is submitted

and has an acceptable duration and delivery date.

Total 100

Responses are required to meet a minimum of 70 percent to be further evaluated.

3.3. Preferential point system

The (80/20) Preferential Point System will be used to evaluate price and specific goal on received written

price quotations. Where 80 will be allocated for Price and 20 for the Specific goals.

3.3.1. Pricing schedule

The Supplier must complete the following pricing schedule:

RW SCM 00016 F Rev. No. 10 of 9

Estimated

delivery UNIT PRICE QUANTITY

MILESTONES / LINE ITEMS period (where (where COSTING

(where applicable) applicable)

applicable)

1. System Upgrade 1

2. Data Migration 1

3. Testing and Quality Assurance 1

4. Training and knowledge transfer 1

5. Change Management 1

6. Licensing 1

7. Post implementation support 1

Total

VAT

Total [VAT included]

Failure to price all items will result to disqualification

3.3.1. Specific goals

Rand Water specific goals is to empower previously disadvantaged designated groups. This specific goal will be

evaluated and measured by using the SANAS accredited B-BBEE certificate or sworn affidavit for QSE or EME

or the dtic B-BBEE certificate.

Points will be awarded to a bidder for attaining the B-BBEE status level of contribution in accordance with

the table below:

B-BBEE Status Level of Number of points

Contributor

1 20

2 18

3 14

4 12

5 8

6 6

7 4

8 2

Non-compliant contributor 0

Bidders will not be disqualified from the bidding process for not submitting a SANAS accredited B-BBEE certificate or

sworn affidavit for QSE or EME or the dtic B-BBEE certificate substantiating the B-BBEE status level of contribution

or is a non-compliant contributor. Such a bidder will score zero (0) out of maximum of 20 for B-BBEE.

The RFQ will be evaluated based on the criterion below:

3.1. Test for Responsiveness/ Pre- qualification

3.1.1. Not Applicable

Responses that fail to meet pre-qualifying criteria stipulated will not be further evaluated.

3.2. Functionality criteria

3.2.1. The functionality evaluation criteria are as follows:

RW SCM 00016 F Rev. No. 10 of 9

Adjudication criteria weight

Previous Related Experience

The bidder must demonstrate experience in implementing/upgrading the Water

Management System, preferably within a municipal environment. Bidders must

provide at least three (3) reference letters confirming successful completion of

similar projects, including project scope, duration, and client contact details.

1. 40

The rating of this item is based on a four-point scale:

• None = 0 % - The bidder has not submitted any relevant reference letter.
• Weak = 33.3% - 1 relevant reference letter submitted
• Moderate= 66.7% - 2 relevant reference letters submitted
• Good = 100% - 3 or more relevant reference letters submitted

Human Resource Capacity

The bidder must provide a detailed project team organogram and CVs of key

personnel.

The rating of this item is based on a four-point scale:

• None = 0 % - No company organogram or resource list submitted

2. 20

• Weak = 33.3% - Company organogram not addressing the resource needs for the

to adhere to the terms and conditions. 5.12. FORCE MAJEURE

delivery point;

“SUPPLIES" means any services,

equipment, goods, items 5.13. WARRANTY

or materials to be 5.13.1. The Supplier warrants that all goods and Services supplied under this

delivered by the Supplier Purchase Order will be in accordance with all contract requirements

in terms of the Purchase and free from defects or inferior materials, equipment, and

Order; workmanship for twelve (12) months after final acceptance of the goods

"SUPPLIER" means the party or Services.

appointed by Rand Water 5.13.2. If Rand Water finds the warranted goods or Services need to be

and with whom Rand repaired, changed or re-performed, Rand Water shall so inform the

made as agreed and the Supplier will not be entitled to any Water will be entitled to recover same from the Supplier.

cancellation fees.

5.14. Termination for convenience

5.4. PURCHASE ORDER Rand Water reserves the right, at any time, in its own best interest,

5.4.1. In terms of this order Rand Water undertakes to procure, and without liability, to terminate a Purchase Order in whole or in

and the Supplier undertakes to supply the products and/or part, by written notice of termination for convenience to the Supplier.

services as contained on the Purchase Order. This If the Purchase Order is so terminated, then, within thirty (30) days

however, does not prohibit Rand Water to procure following the Supplier’s receipt of the termination notice, the Supplier

additional products/services, and or to procure the shall submit a claim for equitable adjustment. If the termination

same/similar products/services, from any other Supplier. involves only services, Rand Water shall be obligated to pay only for

services performed satisfactorily before the termination date.

5.4.2. The Purchase Order number stated in the Order shall be

indicated clearly on all documentation to be issued by 5.15. TERMINATION FOR DEFAULT

either party to the other. Rand Water may, without liability, and in addition to any other rights

or remedies provided herein or by law, terminate a Purchase Order in

whole or in part by written notice of default if the Supplier:

a) fails to deliver in terms of the Purchase Order or perform

the services within the time specified; 5.5. CANCELLATION OF ORDER

b) fails to make sufficient progress with the work, thereby 5.5.1. Should the Supplier fail to deliver the goods at the time

endangering completion of performance within the time agreed to, or should it not comply with any other essential

specified; or condition of the Purchase Order, Rand Water shall be

c) fails to comply with any of the other instructions, terms, or entitled in writing to cancel the Purchase Order, without any

conditions. Rand Water’s right to terminate for default may adverse cost implications for Rand Water.

be exercised if the Supplier does not cure the failure within

ten (10) days after receiving the notice of such failure. 5.5.2. The aforesaid cancellation shall not prevent Rand Water

from exercising any of its rights available in terms of the

5.16. AMENDMENT OF ORDER Purchase Order.

5.16.1. No amendment or variations to the Purchase Order shall

be permitted without the written approval of Rand Water.

5.6. Dispatch of supplies

5.16.2. No price adjustments shall be accepted unless stipulated

in the quotation document received. The Supplier shall before delivery of such goods has taken place.

be obliged to supply the goods and services on the

quoted prices, if the Purchase Order was placed within

5.7. SPECIFICATIONS valid time of quotation.

5.7.1. The Supplier shall ensure that the service to be rendered

shall in all respects be in accordance with the requirements 5.17. CESSION OF CONTRACTS

and stipulations set out in the Purchase Order. All materials The Supplier may not, cede, delegate, relinquish or transfer to

and consumable items if applicable shall be new and anyone his rights and/or obligations without the prior written consent

unused, unless otherwise agreed to in writing. of Rand Water.

5.7.2. Rand Water shall be entitled to return any goods with 5.18. DISPUTE RESOLUTION

defects or deviations from the agreed specification within 7 All disputes between the parties shall, when all efforts to resolve such

days after date of delivery and will not be liable for any cost. dispute by negotiation have failed shall be resolved by way of

arbitration under the auspices of the Arbitration Foundation of

5.8. GUARANTEE Southern Africa (“AFSA”) as per AFSA’s rules, in Sandton,

5.9.1. Payment of an invoice shall not prevent Rand Water from 5.19. DOMICILIUM CITANDI ET EXECUTANDI AND NOTICES

subsequently disputing all or any of the fees in good faith 5.19.1. The Parties hereto respectively choose as their

whether during or after the term of the Purchase Order. domicilium citandi et executandi for all purposes of, and

in connection with this Agreement, the physical

5.9.2. Payments shall be effected within 30 days after submission addresses as they appear on the Purchase Order.

of monthly statement.

5.19.2. Any notice to be given hereunder shall be given in writing

and may be given either personally (i.e. per hand or

5.9.3. Rand Water shall endeavour to make payment within 30 courier) or may be sent by registered post and addressed

days from date of monthly statement, date of the aforesaid to the relevant party at its domicilium or to such other

monthly statement should reflect the last day of the month address as shall be notified in writing by either of the

wherein the services being invoiced were rendered. parties to the other from time to time. Any notice given

by registered post shall be deemed to have been served

5.10. LIABILITY FOR COSTS, DAMAGES OR EXPENSES on the expiry of 7 (seven) calendar days after same is

rem suam authorized. with the law of the Republic of South Africa and shall be subject to

the jurisdiction of the South African courts to which the Supplier

5.11. PENALTY AND PERFORMANCE CLAUSE hereby irrevocably submits but without prejudice to Rand Water's

5.11.1. Should the Supplier fail to perform and make delivery in right to take proceedings against the Supplier in other jurisdictions.

terms of the Purchase Order, exception of Force Majeure

specified in Clause 8.13, Rand Water shall be entitled to

impose a penalty, which shall be deducted from the

payment statement. The imposition of such penalty shall no

relieve the Supplier from its obligation to complete the

services or from any of its obligations and liabilities under

the Purchase Order.

5.11.2. Every day, following the day on which a Failure arose (“day

1”), that a Failure persists without being rectified, shall be

deemed a new incidence of a Failure for which the Supplier

shall incur a penalty deduction.

SIGNED at ___________________________on __________________________________

delivery UNIT PRICE QUANTITY

MILESTONES / LINE ITEMS period (where (where COSTING

(where applicable) applicable)

applicable)

1. System Upgrade 1

2. Data Migration 1

3. Testing and Quality Assurance 1

4. Training and knowledge transfer 1

5. Change Management 1

6. Licensing 1

7. Post implementation support 1

5.13.3. Any goods, services or parts thereof so corrected, shall also be subject

5.2. FIXED PRICE to the provisions of this Clause, and the warranties for such goods,

The price stated in the Purchase Order shall be regarded as fixed Services or part thereof shall be for twelve (12) months from the date

and is invariable and not subject to adjustments unless otherwise of Rand Water’s final acceptance of such corrected goods or Services.

agreed between the parties in writing. 5.13.4. The Supplier further warrants the goods/services will meet and are

suitable for the purpose intended. These warranties shall survive

5.3. DELIVERY TIME OR DATE inspection, acceptance, and payment. Goods/services that do not

The delivery time or date stated in the Purchase Order shall be conform to the above warranties may, at any time within 12 months

regarded as fixed and the Supplier shall adhere strictly thereto. Rand after delivery to Rand Water, be rejected and returned to the Supplier,

I, the undersigned, (name)............................................................................... in submitting the

accompanying bid, do hereby make the following statements that I certify to be true and complete in every

respect:

3.1 I have read and I understand the contents of this disclosure;

3.2 I understand that the accompanying bid will be disqualified if this disclosure is found not to be true and

complete in every respect;

3.3 The bidder has arrived at the accompanying bid independently from, and without consultation,

communication, agreement or arrangement with any competitor. However, communication between

partners in a joint venture or consortium2 will not be construed as collusive bidding.

3.4 In addition, there have been no consultations, communications, agreements or arrangements with any

competitor regarding the quality, quantity, specifications, prices, including methods, factors or formulas

used to calculate prices, market allocation, the intention or decision to submit or not to submit the bid,

bidding with the intention not to win the bid and conditions or delivery particulars of the products or services

to which this bid invitation relates.

3.4 The terms of the accompanying bid have not been, and will not be, disclosed by the bidder, directly or

indirectly, to any competitor, prior to the date and time of the official bid opening or of the awarding of the

contract.

3.5 There have been no consultations, communications, agreements or arrangements made by the bidder with

any official of the procuring institution in relation to this procurement process prior to and during the bidding

process except to provide clarification on the bid submitted where so required by the institution; and the

bidder was not involved in the drafting of the specifications or terms of reference for this bid.

3.6 I am aware that, in addition and without prejudice to any other remedy provided to combat any restrictive

practices related to bids and contracts, bids that are suspicious will be reported to the Competition

Commission for investigation and possible imposition of administrative penalties in terms of section 59 of

the Competition Act No and or may be reported to the National Prosecuting Authority (NPA) for

criminal investigation and or may be restricted from conducting business with the public sector for a period

not exceeding ten (10) years in terms of the Prevention and Combating of Corrupt Activities Act No or any other applicable legislation.

I CERTIFY THAT THE INFORMATION FURNISHED IN PARAGRAPHS 1, 2 and 3 ABOVE IS CORRECT.

I accept that the state may reject the bid or act against me in terms of paragraph 6

Of PFMA SCM instruction /22 on preventing and combating abuse in the supply

preferably software as a service with a fully functional, scalable, and automated Service Desk Tool that

supports world-class service delivery. The upgraded system must address current system limitations such as

lack of dashboards, limited accessibility, lack of integration, absence of customer notifications, and restricted

user functionality. It must support automated workflows, mobile accessibility, and comprehensive reporting

dashboards. The solution should integrate with multiple communication channels, enable real-time customer

notifications, and provide SLA tracking and performance monitoring. Additionally, it should enhance the

user experience by offering a self-service portal accessible via both web and mobile applications, allowing

customers to efficiently report faults and track requests in alignment with the municipality’s operational

requirements.

provide at least three (3) reference letters confirming successful completion of

similar projects, including project scope, duration, and client contact details.

1. 40

• None = 0 % - No submission

4. Weak = 33.3% - The work breakdown/ schedule / project programme is submitted 20

but is unclear.

• Moderate = 66.7% - The work breakdown/ schedule / project programme is

submitted with unrealistic duration.

• Good = 100% - The work breakdown/ schedule / project programme is submitted

and has an acceptable duration and delivery date.

Total 100

Responses are required to meet a minimum of 70 percent to be further evaluated.

3.3. Preferential point system

The (80/20) Preferential Point System will be used to evaluate price and specific goal on received written

price quotations. Where 80 will be allocated for Price and 20 for the Specific goals.

3.3.1. Pricing schedule