Appointment of an online ticketing service provider for a period of 36 months at ushaka marine world

• General and contractual queries: Nosipho Moya, Tel: 031-328-8000, Email: [email protected]
• Technical queries: Anda Boyana, Tel: 031-328-8000, Email: [email protected]
• ESP (electronic submission) queries: Lindo Dlamini, Tel: 031-322-7133 / 031-322-7153, Email: [email protected]
• ESP technical queries: Jabulane Chauke, Tel: 031-322-9535, Email: [email protected]
• Appeals and objections: City Manager, Attention: Ms S Pillay, P.O. Box 1394, Durban, 4000, Email: [email protected]

• Submission deadline: Friday, 21 August 2026 at 11:00am.
• Submit both a hard copy and an electronic copy.
• Hard copy: Sealed tender addressed to the City Manager, marked with Tender Number 36595 (5U). Deposit into the Tender Box located at ground floor foyer, Municipal Buildings, 166 KE Masinga Road (Old Fort Rd), Durban.
• Electronic copy: Submit via eThekwini Municipality JDE System (ESP Module).
• The hard copy is the ruling version; the tender is only valid if the hard copy is submitted.
• Ensure all JDE system access rights and submission queries are resolved before the closing date.
• Late submissions, or submissions by fax, email, or post will not be accepted.
• Required returnable documents include: Authority of Signatory, Tax Compliance Status PIN/Tax Clearance Certificate, Declaration of Municipal Fees, Declaration for Occupational Health and Safety Act, MBD 4 (Declaration of Interest), MBD 5 (Declaration for Procurement Above R10 Million), MBD 6.1 (Preference Points Claim), MBD 8 (Declaration of Bidder’s Past SCM Practices), MBD 9 (Certificate of Independent Bid Determination), and the Official Tender Form.
• Tenderers must be registered on the National Treasury Central Supplier Database (CSD) and provide their CSD Supplier Number (starting with 'MAAA'). Joint Venture partners must each be registered.
• Failure to include required documents or comply with submission instructions will result in disqualification.

Registration on the National Treasury Central Supplier Database (CSD) is mandatory. Tenderers must be tax compliant (provide a Tax Compliance Status PIN). Municipal fees must be paid up or covered by an acknowledgment of debt agreement. Entities/individuals 'in the service of the state' are prohibited from tendering. A minimum functionality score of 60 points is required for further evaluation. Attendance at the compulsory clarification meeting is mandatory for tender validity.

• Scope: Appointment of an online ticketing service provider for Ushaka Marine World for 36 months.
• Deliverables: End-to-end digital ticketing solution, including commission-based operational model.
• Key personnel required:

• Account Manager: Responsible for contract management, stakeholder engagement, reporting, and governance compliance.
• Project Manager: Responsible for implementation planning, coordination, scheduling, risk management, and milestone delivery.
• Technical Lead: Responsible for system architecture, integration with payment gateways and access control systems (scanners), APIs, scalability, and performance.

• Methodology must address: Clearly defined project phases, timelines, deliverables, system deployment, risk identification and mitigation, change management, user training, support model, escalation procedures, SLA alignment, disaster recovery, business continuity, flexibility, and scalability.
• Specific operational details required in methodology: Service fee definition, transaction definition, settlement frequency, inclusion of payment gateway costs, refund handling approach, chargeback handling, reconciliation and reporting process, and disclosure of any third-party charges to customers.
• Experience requirements: Tenderer must demonstrate past experience in delivering similar online ticketing systems for tourism, attractions, events, or hospitality environments.

• Methodology must be comprehensive, structured, and repeatable.
• Must include: Clearly defined project phases, timelines, deliverables, system deployment approach, risk identification and mitigation strategies, change management and user adoption strategy, training approach, support and maintenance model, escalation procedures, SLA alignment, disaster recovery, and business continuity.
• Must demonstrate flexibility and scalability to support peak demand and future growth.
• Must address specific operational details: Service fee, transaction definition, settlement frequency, payment gateway cost inclusion, refund handling, chargeback handling, reconciliation and reporting, and disclosure of third-party charges.
• Scoring based on level of detail, innovation, and understanding of requirements.

• Tenderer's Experience: Scoring based on number of successfully completed similar online ticketing projects in the past 5 years, with reference letters.
• Key Personnel Qualifications:

• Account Manager: Relevant experience scored by years (1-2, 3-4, 5-7, 8-12, 13+).
• Project Manager: Relevant experience scored by years (1-2, 3-6, 7-9, 10-14, 15+).
• Technical Lead: Relevant experience scored by years (1-2, 3-4, 5-7, 8-12, 13+).

• Submit CVs for key personnel structured with: Name & Surname, Role on this project, Recent skills/experience relevant to the scope, Number of Years' Relevant Experience.

• Refer to Section 8: Bill of Quantities / Schedule of Rates/Activities for pricing format.
• Prices must be quoted on the Official Tender Form.
• Estimated quantities are for information only; supplier must supply actual quantities required.

• Prices must be quoted in South African Rand (ZAR).
• Quote nett prices after deduction of any brokerage or discount.
• Prices must be firm for each 12-month period, free from fluctuations including statutory increases.
• State prices exclusive and inclusive of VAT separately on the Official Tender Form.
• Pricing structure must not deviate from the Official Tender Form; deviation precludes the tender.
• Unit prices must include delivery to the specified delivery point: uShaka Marine World – Information Technology.
• Risk remains with the supplier until goods are duly delivered.
• Bidders must state delivery period after receipt of official order.
• Estimated quantities are in Section 8 (Bill of Quantities/Schedule of Rates/Activities) for information only; supplier is bound to supply actual quantities required by the municipality.
• Payment will be made only to the supplier(s); factoring arrangements are not accepted.

• Mandatory registration on the National Treasury Central Supplier Database (CSD). Provide CSD Supplier Number (MAAA). Joint Venture partners must each be registered.
• Submit a valid Tax Compliance Status PIN or original Tax Clearance Certificate with sufficient validity.
• Submit Declaration of Municipal Fees confirming municipal accounts are in order or an acknowledgement of debt agreement is in place. Applicable even to bidders outside eThekwini Municipal Area.
• Submit completed MBD forms:

• MBD 4: Declaration of Interest.
• MBD 5: Declaration for Procurement Above R10 Million (if applicable).
• MBD 6.1: Preference Points Claim Form for B-BBEE ownership points.
• MBD 8: Declaration of Bidder’s Past Supply Chain Management Practices.
• MBD 9: Certificate of Independent Bid Determination.

• B-BBEE Preference Points: Ownership goal weighted 100%. Points awarded based on percentage Black ownership: 0% (0 points), >0% and <51% (8 points), >51% and <100% (14 points), 100% (20 points). Proof via CIPC document, CSD report, B-BBEE Certificate, or Joint Venture agreement.
• Joint Ventures must submit an acceptable Joint Venture Agreement and a B-BBEE Certificate for the Joint Venture.
• Persons in the service of the state (as per Regulation 44) are not eligible to tender.
• Submit Declaration with respect to the Occupational Health and Safety Act.
• The municipality may request audited financial statements or evidence of financial standing.

• Tenderer must comply with the Occupational Health and Safety Act and relevant Regulations.
• Submit a Declaration with respect to the Occupational Health and Safety Act.
• Tenderer must undertake to perform work in compliance with the Act and the Employer's Health and Safety Specifications.
• Tenderer must prepare a documented Health and Safety Plan subject to approval by the Employer.

• Contract duration: 36 months.
• Tender validity: 120 days from opening, extendable by 12 months unless bidder advises otherwise.
• Municipality reserves the right to cancel the tender process at any time before award, with no liability for damages.
• Municipality does not bind itself to accept the lowest or any tender, and may accept the whole or part of a tender.
• Successful tenderer must sign a written Contract Form (MBD 7).
• Payment terms as per Conditions of Contract.
• Appeals against SCM decisions must be lodged in writing within 14 days to the City Manager, with a non-refundable administration fee of R6,131.00 (including VAT).