Organisational change management (ocm) managed service provider for PRASA ticketing programme – 6-Month contract

The document is a supplier guide for responding to PRASA RFPs/RFQs via SAP Business Network. It explains the registration process, how to access the event from Treasury E-Tender, how to respond to the RFP/RFQ, and how to use the Message Board for communication. No details about the actual procurement (scope, quantities, or requirements) are included.

Contact method: Message Board on SAP Business Network (real-time communication with the PRASA Buyer/Sourcing Specialist during the event).

• To send a message: click Event Messages, then Compose Message.
• Optionally edit the subject (defaults to the RFP/RFQ title) and attach files.
• Enter the message text and click Send.
• No direct email, telephone, or physical address is provided in the document.

Submission method: online via SAP Business Network (SAP Ariba).

• Access the event by copying the https link from the Special Conditions of the Treasury E-Tender advertisement and pasting it into a browser.
• Register on SAP Business Network or link an existing account to PRASA before responding.
• Respond to all mandatory questions (marked with an asterisk *); incomplete mandatory questions will trigger a pop-up showing the relevant section.
• Maintain pricing for each line item, then click Update Totals to refresh the overall price.
• Submit the entire response by clicking Submit Entire Response and confirming the submission agreement.
• All communication with PRASA during the event must be conducted through the Message Board on SAP Business Network.
• No paper submissions or email submissions are mentioned; the process is fully electronic.

No evaluation criteria are stated in the document. The guide only describes the response process, not how bids are scored or weighted.

The document is a user guide for responding to PRASA RFPs/RFQs via SAP Business Network; it does not describe the goods or services being procured.

• The tender title indicates the appointment of an Organisational Change Management (OCM) managed service provider to support the Ticketing Programme for 6 months.
• No scope details, quantities, locations, or service levels are provided in this guide.

To respond to an RFP: 1. Click Respond. 2. Click Review Prerequisites and accept to respond. 3. Agree to the submission agreement. 4. Respond to all questions, especially mandatory questions marked with an asterisk (*). 5. Maintain pricing for specific line items. 6. Click Update Totals to update the overall total price. 7. Click Submit Entire Response. If mandatory questions are incomplete or required information is missing, a pop-up will display the relevant section number.

No specific compliance requirements (e.g., CSD, tax, B-BBEE, CIDB) are stated in the document. The only requirement is to register on SAP Business Network and complete the mandatory questions in the event.

Suppliers must use the https link provided in the Special Conditions of the Treasury E-Tender advertisement to access the RFP/RFQ event on SAP Business Network.

Suppliers use the Message Board to communicate directly with the PRASA Buyer/Sourcing Specialist during an RFP/RFQ event. To create a message: click Event Messages, then Compose Message. Optionally edit the subject (defaults from RFP/RFQ title), attach files, enter message text, and click Send.

PRASA requires a Change Management Managed Service Provider to support the successful adoption of the Ticketing Programme's passenger-facing service improvements, including convenient digital and assisted ticketing channels for travel information, schedules, fares, disruption updates, enquiries, feedback, and—where applicable—digital ticket purchase and management for long-distance rail and bus services.

Closing date: 25 September 2026 at 10:00

Briefing session: None will be held unless PRASA issues a formal amendment to the RFQ.

Clarification questions: must be submitted through the official SCM channel within the period stated in the RFQ invitation.

All other timeline events (RFQ invite, Q&A, closure, evaluation, award, initial production deliverable, enhancements, warranty, hypercare and support) are to be confirmed by SCM.

Returnable documents (all must be completed, signed and submitted):

• Completed and signed RFQ documentation, declarations and applicable SBDs, including Commissioner of Oaths signatures where required.
• Signed Joint Venture, Consortium, Subcontracting or Partnering Agreement, where applicable; otherwise state 'Not applicable'.
• Original or certified B-BBEE certificate (SANAS-accredited) or applicable sworn affidavit for EME/QSE; combined certificate for JV/consortium.
• CSD registration number or report.
• Valid SARS Tax Compliance Status PIN.
• CIPC company registration documents.
• Copies of directors' identity documents.
• Consent letter signed by each proposed key resource, dated not older than 60 days from RFQ publication date (sample in Annexure B). CVs without signed consent letters will not be considered.
• Client reference letter for projects relating to passenger rail or transport domain development/deployment scope of work.
• Annexure B CV Cover Page for each proposed key resource, with detailed CV and certified qualifications.
• Annexure C Client Reference Schedule with signed client reference letters on client's official letterhead.

Disqualification risks:

• Failure to submit any mandatory returnable (Stage 1A) results in automatic disqualification.
• Missing or unsigned consent letters for key resources.
• Bids received after the closing time.

Annexure C: Client Reference Schedule - one row per client reference. Each reference must be accompanied by a signed client reference letter on the client's official letterhead confirming project, services delivered, project period, bidder's role, and verifiable client contact details. PRASA reserves the right to verify all references. A schedule entry without the supporting client letter will not be considered for scoring.

Evaluation stages:

• Stage 1A - Mandatory Compliance: substantive responsiveness and mandatory returnables. Failure results in automatic disqualification.
• Stage 1B - Basic Compliance: administrative responsiveness. Outstanding documents may be requested within a specified period where permissible.
• Stage 1C - Mandatory Technical Compliance: mandatory bidder, experience, certification and resource evidence. Failure results in automatic disqualification.
• Stage 2 - Technical/Functionality: minimum threshold 70 points out of 100. A score of zero for any main criterion results in disqualification.
• Stage 3 - Price (80 points) and Specific Goals (20 points) under the 80/20 preference point system.

Stage 2 scoring (total 100):

• Client references (40%): up to five traceable client reference letters for similar passenger rail/transport projects completed within the past five years. Scoring bands from 0 (no compliant references) to 5 (3 or more compliant references with one in passenger rail or transport domain).
• Change Management Methodology and Approach (15%): proposal addressing at least 10 elements (stakeholder analysis, change-impact assessment, governance, communication and engagement, training, readiness assessment, resistance management, change champions, adoption monitoring, benefits realisation). Scoring bands from 0 to 5 based on number of elements addressed.
• Knowledge, Experience, Qualifications and Skills of Assigned Personnel (30%): Annexure B CV Cover Page and detailed CVs for each mandatory key resource. Scoring bands from 0 to 5 based on number of compliant resources and passenger rail/transport experience.
• Project Management Approach (15%): approach aligned to Change Management Framework addressing at least 10 elements (project governance, work plan and deliverables, resource allocation, schedule management, risk and issue management, quality assurance, reporting, stakeholder coordination, dependency management, change control). Scoring bands from 0 to 5.

Stage 3 specific goals (20 points total, 4 points each):

• Black Women Owned: certified copies of owners' identity documents.
• Black Youth Owned: certified copies of owners' identity documents.
• Owned by Black People with Disabilities: certified identity documents and medical practitioner's confirmation of disability.
• B-BBEE Contributor Status Level 2 or better: valid B-BBEE certificate or applicable affidavit.
• EME or QSE with at least 51% Black Ownership: audited annual financial statements and/or valid B-BBEE certificate or applicable affidavit.

Price score formula: Ps = 80 [1 - ((Pt - Pmin) / Pmin)], where Pt is the price under consideration and Pmin is the lowest acceptable quotation.

Scope: Appointment of an Organisational Change Management (OCM) Managed Service Provider to support PRASA's Ticketing Programme for a period of 6 months (26 weeks).

Objectives:

• Establish a common PRASA change-management framework, tools, governance model and reporting approach.
• Assess change impacts, organisational readiness, stakeholder needs and adoption risks early.
• Strengthen sponsor, executive, management and line-function ownership of change outcomes.
• Develop and execute targeted communication, stakeholder engagement, training and business-readiness interventions.
• Build internal PRASA change capability through knowledge transfer, change-champion networks, coaching, reusable toolkits and on-the-job support.
• Identify, manage and escalate resistance, readiness gaps, communication risks and cross-functional dependencies.
• Track adoption, behavioural change, user readiness and benefits-realisation indicators through dashboards and governance reports.
• Provide flexible specialist capacity deployable across multiple Ticketing Programme initiatives without separate procurement processes.

Scope of work (12 areas):

1. Service mobilisation and governance: inception session, inception plan, central register, attendance at PRASA forums, standard templates, version-controlled outputs.
2. Initiative intake and prioritisation: intake sessions, clarify business problem, define assignment scope, classify change impact (low/medium/high), recommend intervention level, develop work plan.
3. Change impact assessment: structured assessments covering people, processes, systems, governance, operations and stakeholders; specific assessment for digital ticketing workstreams (ticketing applications, payment processes, customer channels, frontline user processes, revenue-assurance controls, regional operating practices, customer communication).
4. Stakeholder management: stakeholder register, influence-impact matrix, engagement objectives, facilitation of interviews/workshops, feedback logs, escalation of material concerns.
5. Change strategy and planning: change vision, case for change, sponsor engagement, change champion model, communication plan, training plan, resistance management, adoption measures, risk management, resource plan. PRASA approves each plan before substantive delivery.
6. Communications and engagement: communication strategy, executive messages, employee communications, FAQs, awareness notices, presentations, posters, newsletters, intranet content; communication calendars aligned to project phases; support for town halls, roadshows, workshops; measurement of reach and understanding; all communications approved by PRASA before release.
7. Training and business readiness: training-needs analysis, target user groups, learning objectives, training plans, business-readiness checklists, user guides, SOPs, job aids, FAQs; train-the-trainer sessions, change champion briefings, end-user orientation; pre-go-live readiness reviews and post-implementation support assessments.
8. Change champion network: define purpose, mandate, role profile, selection criteria, governance; support nominations; induction and briefings; toolkits and feedback mechanisms; maintain register, attendance records, activity tracker and issue log.
9. Resistance and risk management: identify resistance factors, develop mitigation actions, facilitate problem-solving sessions, maintain change risk and issue register linked to RAID process, escalate material risks, report on trends and mitigation effectiveness.
10. Adoption measurement and reporting: define adoption/readiness/engagement/behavioural indicators, establish baselines, develop dashboards and scorecards, report on participation, communication reach, training completion, readiness status, adoption feedback, issue trends; present to governance forums; recommend corrective interventions.
11. Implementation and stabilisation support: support readiness reviews and go/no-go decisions, coordinate communications during implementation, on-site or virtual change support, collect end-user feedback, support rapid response actions, monitor early adoption indicators, prepare stabilisation reports.
12. Knowledge transfer and close-out: transfer methodologies, templates, registers, dashboards, communication material and training artefacts; conduct knowledge-transfer sessions; document lessons learnt; prepare close-out report; obtain formal acceptance of final deliverables and handover pack.

Deliverables and timeline:

• Initial execution phase: 12 weeks from project charter sign-off.
• Knowledge transfer, handover and exit: 14 weeks.
• Total contract period: 26 weeks.
• Bidders may propose an accelerated credible schedule.
• Final delivery plan confirmed at inception; adjustments only through written PRASA approval.

Required milestones (10):

1. Managed Service Inception and Delivery Plan – Project Charter
2. Change Management Assessment and Readiness Baseline
3. Change Strategy and Change Roadmap
4. Stakeholder Engagement and Communication Plan
5. Training and Business Readiness Plan
6. Change Champion and Local Support Network
7. Resistance Management and Intervention Plan
8. Change Implementation Support and Adoption Reporting
9. Stabilisation, Reinforcement and Transition Support
10. Close-Out, Handover and Final Acceptance

Service levels and acceptance:

• Maintain detailed delivery plan, assignment register, risk and issue register, dependency log, decision log, action tracker, stakeholder engagement log and periodic written status report.
• Named key resources must remain available throughout relevant assignment stages and attend material workshops, stakeholder engagements, leadership sessions, readiness reviews, training sessions, governance forums and formal progress presentations.
• At least two structured review and revision cycles for each material assessment, strategy, plan, report or communication deliverable; respond to consolidated PRASA comments within agreed timelines.
• Maintain traceability between assignment scope, assessed impacts, planned interventions, delivered activities, identified risks, stakeholder feedback, readiness findings and reported outcomes.
• Reporting frequency (weekly, fortnightly or monthly) agreed per assignment; PRASA may require ad hoc reporting for high-priority initiatives or escalated risks.
• Deliverables will not be accepted where there are unresolved critical or high-priority readiness risks, major stakeholder objections without mitigation, material gaps in assessment evidence, incomplete transition arrangements, or missing management actions.
• Plans/reports will not be accepted if incomplete, generic, not aligned to PRASA's approved initiative context, not editable, not supported by objective evidence, or inconsistent with approved scope, governance arrangements or intervention approach.
• Acceptance based on approved requirements and objective evidence, not submission alone. PRASA may reject deliverables not fit for purpose, not practically usable, not sufficiently substantiated, or not aligned to the assignment brief and acceptance criteria.

Minimum project team (three mandatory key resources):

1. Programme Manager / Engagement Lead: minimum 10 years leading change management initiatives, including at least two complex initiatives at organisations similar to PRASA; NQF Level 7 qualification in technology-related degree and project management experience.
2. Change Management Lead / Change Manager: minimum 10 years leading change management, at least two complex similar initiatives at organisations similar to PRASA; NQF Level 7 qualification in education and project management certificate; relevant ICT degree/diploma and recognised change management certification.
3. Training and Business Readiness Lead: minimum 7 years coordinating and executing training and business readiness streams; training or facilitation certificate; relevant certification and evidence of orchestrating and executing training and business readiness at scale.

Resource evidence:

• Each CV preceded by completed CV Cover Page (Annexure B) identifying employment dates, roles, comparable projects, responsibilities and client organisations.
• Certified copies of qualifications and certifications must not be older than three months at RFQ closing date.
• PRASA may verify references, interview key resources or conduct technical assessment.
• Replacement of key resource requires prior PRASA approval and equal or better replacement with no-cost handover.
• One person may not perform more than two key roles without a clear capacity plan and PRASA approval.

Governance:

• Service provider works with PRASA ICT Delivery Management, ICT PMO, Enterprise Architecture, Cybersecurity, Digital and Data, Ticketing, Customer Service, operating business units and other nominated stakeholders.
• PRASA retains authority for product priorities, business rules, architecture, cybersecurity, privacy, payment, UAT, release approval and acceptance decisions.
• Delivery via approved assignment plan and controlled stage-gate approach with periodic reviews, formal evidence submissions and governance reporting.
• PRASA retains ownership of all assignment outputs; all outputs handed over in editable form; all records transferred at close-out.

Knowledge transfer and close-out: transferring methodologies and artefacts, conducting knowledge-transfer sessions, documenting lessons learnt, preparing close-out reports, and obtaining formal acceptance of final deliverables.

Quality controls and acceptance:

• Maintain version-controlled outputs submitted through approved PRASA channels.
• At least two structured review and revision cycles for each material deliverable.
• Acceptance based on approved requirements and objective evidence, not submission alone.
• Deliverables rejected if incomplete, generic, not aligned to PRASA context, not editable, not supported by objective evidence, or inconsistent with approved scope.
• PRASA may reject deliverables not fit for purpose, not practically usable, not sufficiently substantiated, or not aligned to assignment brief and acceptance criteria.

Annexure A: Pricing Schedule - fixed, fully inclusive price for each milestone. Disclose all recurring and transaction-based costs separately. PRASA evaluates total quoted implementation price. Milestones: Managed Service Inception and Delivery Plan, Change Management Assessment and Readiness Baseline, Change Strategy and Change Roadmap, Stakeholder Engagement and Communication Plan, Training and Business Readiness Plan, Change Champion and Local Support Network, Resistance Management and Intervention Plan, Change Implementation Support and Adoption Reporting, Stabilisation, Reinforcement and Transition Support, Close-Out, Handover and Final Acceptance. Totals: excluding VAT, VAT (15%), including VAT.

Pricing format:

• Fixed, fully inclusive price for each milestone.
• Disclose all recurring and transaction-based costs separately.
• PRASA evaluates the total quoted implementation price.

Pricing schedule milestones (each once-off):

1. Managed Service Inception and Delivery Plan – Project Charter
2. Change Management Assessment and Readiness Baseline
3. Change Strategy and Change Roadmap
4. Stakeholder Engagement and Communication Plan
5. Training and Business Readiness Plan
6. Change Champion and Local Support Network
7. Resistance Management and Intervention Plan
8. Change Implementation Support and Adoption Reporting (include budget for change management collateral)
9. Stabilisation, Reinforcement and Transition Support
10. Close-Out, Handover and Final Acceptance

Totals required: Total excluding VAT, VAT (15%), Total including VAT.

Payment terms:

• Payment only for formally accepted deliverables within an authorised purchase order or contract ceiling.
• Informal instructions do not create a right to payment.
• Any deviation from approved scope, timeline, resources, architecture or commercial assumptions requires formal written change control approved by authorised PRASA representatives.

Mandatory compliance (Stage 1A) – automatic disqualification if not met:

• Completed and signed RFQ documentation, declarations and applicable SBDs, including Commissioner of Oaths signatures where required.
• Signed Joint Venture, Consortium, Subcontracting or Partnering Agreement where applicable; otherwise state 'Not applicable'.

Basic compliance (Stage 1B):

• B-BBEE certificate (SANAS-accredited) or applicable sworn affidavit for EME/QSE; combined certificate for JV/consortium.
• CSD registration number or report.
• Valid SARS Tax Compliance Status PIN.
• CIPC company registration documents.
• Copies of directors' identity documents.

Mandatory technical compliance (Stage 1C) – automatic disqualification if not met:

• Consent letter signed by each proposed key resource, dated not older than 60 days from RFQ publication date.
• Client reference letter for projects relating to passenger rail or transport domain development/deployment scope of work.

B-BBEE requirements:

• B-BBEE certificate or applicable affidavit required for preference points.
• Specific goals include B-BBEE Contributor Status Level 2 or better (4 points) and EME or QSE with at least 51% Black Ownership (4 points).

No specific health and safety requirements stated in the document.

No specific environmental requirements stated in the document.

Stage 3 Pricing and Specific Goals: 80/20 preference point system. Price 80 points, Specific Goals 20 points. Price score: Ps = 80 [1 - ((Pt - Pmin) / Pmin)]. Specific goals: Black Women Owned (4), Black Youth Owned (4), Owned by Black People with Disabilities (4), B-BBEE Contributor Status Level 2 or better (4), EME or QSE with at least 51% Black Ownership (4).