The appointment of one service provider to supply, install, configure and provide technical training of information technology (IT) service helpdesk system for the department of forestry, fisheries, and the environment (DFFE) for a period of two (2) years.

• Purpose: Appoint one service provider to supply, install, configure, and provide technical training of an IT Service Helpdesk system for DFFE for two years.
• Background: Current helpdesk lacks ITIL compliance. Directorate requires an ITIL-compliant IT Service Management solution to improve support delivery and mean time to response.
• Objectives: Procure 25 IT technician licenses for a system supporting 4000 users.

• Closing date and time: 13 July 2026 at 11:00 AM.
• No briefing or information session is applicable.
• Bid validity period: 120 days from the closing date. DFFE reserves the right to extend validity via written notice; bidders must respond in writing to be considered further.

• For bidding procedure and technical enquiries: Email [email protected].
• Contact person: SCM Officials.
• No telephone or fax numbers are provided in the document.
• Physical submission address: Department of Forestry, Fisheries and the Environment, The Environment House, 473 Steve Biko Road, Cnr Soutpansberg and Steve Biko Road, Arcadia, Pretoria /Tshwane.

• Submit by 11:00 AM on 13 July 2026 at the bid box: Department of Forestry, Fisheries and the Environment, The Environment House, 473 Steve Biko Road, Cnr Soutpansberg and Steve Biko Road, Arcadia, Pretoria /Tshwane.
• Late bids will not be accepted.
• Submit one master original document and an electronic copy on a USB.
• Required returnable documents: Completed and signed SBD 1 (Invitation to Bid), SBD 3.1 (Pricing Schedule), SBD 4 (Bidders Disclosure), SBD 6.1 (Preference Points Claim Form).
• Include a table of contents indicating document locations.
• Include a Letter of Authority to sign on behalf of the company.
• Include a Consent and Indemnity Form.
• For joint ventures/consortia, submit a signed JV agreement.
• Failure to provide required documents may render the bid invalid.

Must submit all required SCM documents; must provide valid OEM authorization letter; must score minimum 75% in functionality evaluation; must be tax compliant with SARS PIN or CSD number; cannot be persons in service of the state or companies with state-employed directors; must submit B-BBEE certificate or sworn affidavit; foreign suppliers must complete additional questionnaire.

• Scope: Supply, install, configure, and provide technical training of an ITIL-compliant IT Service Helpdesk system for DFFE for a two-year period.
• System must support 4000 end users and provide 25 technician licenses.
• Required functionalities: Incident management module; Configuration Management Database (CMDB) and change management; Native Artificial Intelligence for faster incident resolution; Auditable call records and system activities; Users must be able to log calls via email, telephone, and self-service portal; Comprehensive reporting and dashboard capabilities; Simple, functional web-based GUI.
• Service provider must develop a detailed project plan (deployment plan) using Waterfall Methodology and deploy the solution.
• Provide training for 15 technicians.
• Provide at least three contactable references for similar implementations.
• Provide maintenance, support, and licence services for two years.
• System will be hosted in GITO infrastructure at DFFE premises (473 Steve Biko Road, Arcadia, Pretoria) and Gauteng satellite offices as required.
• Expected deliverables: Fully functional licensed system hosted at GITO; Support for 4000 users; 25 technician licenses; Two years of maintenance and service.

• Project plan must use Waterfall Methodology and include: Structured work breakdown; Defined objectives; Milestones and deliverables; Detailed timeframes; Resource allocation; Risk management approach with mitigation measures.

• Project Team Leader qualifications (NQF levels): Master's degree (NQF 9) or higher scores 5; Honours degree/post-graduate diploma (NQF 8) scores 4; Bachelor's degree/Advanced diploma (NQF 7) scores 3; Diploma/Advanced certificate (NQF 6) scores 2; Higher certificate (NQF 5) scores 1; Below NQF 5 or no qualification scores 0.
• Project Team Leader experience in implementing IT Service Desk systems: 5+ years scores 5; 4-5 years scores 4; 3-4 years scores 3; 2-3 years scores 2; 1-2 years scores 1; less than 1 year scores 0.
• Team member (Key Expert 2) experience in implementing IT Service Helpdesk systems: Scoring same as Project Team Leader experience.
• Company experience: Submit positive reference letters on client letterhead. 5+ successful projects with reference letters scores 5; 4 projects scores 4; 3 projects scores 3; 2 projects scores 2; 1 project scores 1; none scores 0.

• Submit firm prices on SBD 3.1 and Annexure A.
• Include all costs for maintenance, support, and licenses for two years.
• All delivery costs must be included in the bid price.
• Prices must be in RSA currency, inclusive of all applicable taxes.

• Submit firm prices only; non-firm prices or prices subject to exchange rate variations will not be considered.
• Comprehensive offer must include all costs, expenses, and applicable taxes (VAT, PAYE, income tax, UIF, SDL). Travelling costs between home and DFFE office are not payable by DFFE.
• Pricing must align with SBD 3.1 and Annexure A (Pricing Schedule). In case of discrepancy, SBD 3.1 takes precedence.
• Price validity: 120 days from closing date. DFFE may extend validity via written notice; bidders must respond in writing to accept.
• DFFE reserves the right to negotiate price with the recommended service provider.
• Payment terms: Submit detailed tax invoice with supporting evidence. DFFE will approve invoice within 7 calendar days and make payment within 30 calendar days of receipt.

• Tax Compliance: Submit SARS Tax Compliance Status (TCS) PIN or Central Supplier Database (CSD) number/report. If no TCS but registered on CSD, provide CSD number. For consortia/JVs, each party must submit separate TCS/CSD.
• B-BBEE: Submit a valid B-BBEE Status Level Verification Certificate (SANAS accredited or CIPC) or a sworn affidavit commissioned by a Commissioner of Oaths to qualify for preference points.
• CSD Registration: Proof of registration on the Central Supplier Database is required.
• Foreign Suppliers: If not a resident of RSA, no branch/permanent establishment/income/tax liability in RSA, then TCS PIN registration is not required.
• Persons in the service of the state, or companies with directors who are, are not eligible to bid.
• Compliance with Preferential Procurement Policy Framework Act, 2000 and Regulations 2022 is mandatory.

• Contract duration: Two years from signing of SLA and issuance of official order.
• Service provider must guarantee presence of senior in charge of fieldwork throughout the contract.
• If senior leaves, a one-month handover period with a similarly qualified replacement is required, subject to Programme Manager approval.
• Submit weekly progress reports for the first months, then monthly reports to the Programme Manager. Late reports incur penalties.
• Programme Team Leader manages the Service Level Agreement.
• Service provider may be subject to security vetting.
• Notify DFFE in writing of any subcontracts.
• General Conditions of Contract (GCC) apply; special conditions prevail if contradictory.
• False information regarding specific goals may lead to disqualification, contract termination, damages, restriction from state business, or criminal prosecution.

• Detailed evaluation criteria as per the main evaluationCriteria section.