Support and maintenance of CRM microsoft dynamics 365 system and azure blob storage (FAIS2026/27-T001)

{"closingDate":"12 October 2026","closingTime":"11h00","briefingSession":"{"date":"17 September 2026","time":"11h00","venue":null,"is_compulsory":true}"}

{"name":null,"email":"[email protected]","phone":null,"department":null,"address":"n Standard Time,"}

Bidders must be registered on the Central Supplier Database (CSD) as a prospective supplier. Bidders must be an accredited Microsoft business partner and submit proof of accreditation. Bidders must submit two printed copies (one original, one copy) and one electronic copy on a flash drive in PDF format, all bound in a sealed envelope marked with the bid number and name. Bidders must initial each page of the bid document. Bids must be signed by a duly authorised person. Bidders must complete all required Standard Bidding Documents (SBD forms) and the administrative checklist. Bidders must submit a maximum of four reference letters on client letterhead confirming support and maintenance of Microsoft Dynamics 365 and successful SMS integration within the last five years. Bidders must submit a maximum of four CVs of local resources (based in South Africa) collectively demonstrating at least five years' experience in support and maintenance of Dynamics 365 CRM and SMS integration, including a specialist in Business Intelligence (BI) or Power Automate, plus a resource schedule indicating roles. Bidders must not submit incomplete, fraudulent, or factually untrue information. Bidders must not receive information not available to other bidders. Bidders must comply with all mandatory requirements. Bidders must provide an address in South Africa as domicilium citandi et executandi. Bidders must accept the jurisdiction of South African courts. Bidders must not engage in anti-competitive behaviour or collusion.

1.1 The Office of the Ombud for Financial Services Providers (FAIS Ombud) was established by the

Financial Advisory and Intermediary Services Act . The FAIS Ombud’s role is to

resolve disputes between financial services providers and their clients in a procedurally fair,

informal, economical, and expeditious manner, as well as by reference to what is equitable in

all circumstances.

1.2 The mission of the FAIS Ombud is to promote consumer protection and contribute to the

integrity of the financial services industry by resolving complaints in a manner that is impartial,

expeditious, economical, accessible, and, at all times, equitable. Visit the FAIS Ombud website,

www.faisombud.co.za, for further information about the FAIS Ombud.

1.3 The FAIS Ombud office is located in the East of Pretoria in Gauteng at Menlyn Central Office

Building,11th Floor, 125 Dallas Avenue, Waterkloof Glen, Pretoria 0010.

1.4 This tender is subject to the Preferential Procurement Policy Framework Act No. and

the Preferential Procurement Regulations, 2022, the General Conditions of Contract (GCC),

(attached as Annexure A) and if applicable, any other special conditions of contract. Where,

however, the special conditions of the contract are in conflict with the general conditions of

the contract, the special conditions of the contract prevail.

1.5 All information, including personal information, collected during this process will be treated as

confidential and processed in accordance with the FAIS Ombud Protection of Personal

Information Policy.

2. Briefing session

2.1 A non-compulsory briefing session will be held on 17 September 2026 at 11h00 for a maximum

of one (1) hour. Microsoft Teams link will be provided on the FAIS Ombud’s website.

3. Bid enquiries and questions

3.1 All questions relating to the contents of the tender (conditions, rules, terms of reference etc.)

must be forwarded in writing via email to [email protected] by not later than 25

September 2026. Questions received after this date will not be entertained.

3.2 All questions must reference specific paragraph numbers, where applicable.

3.3 All enquiries (received on or before the closing date for enquiries) will be consolidated and will

be published as one response document on the FAIS Ombud website (www.faisombud.co.za)

within three (3) working days.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system and azure blob storage

3.4 No requests for information shall be made to any other person or place and in particular not to

the existing provider of this service.

4. Tender submission

4.1 Bid documents may be placed in the tender box or couriered to the FAIS Ombud physical

address provided at 4.4 below. Bids submitted by e-mail, telegram, telex, facsimile, electronic

or similar means shall not be considered.

4.2 Completed documents with supporting annexures shall be packaged, sealed, clearly marked,

and submitted strictly as follows:

Bid No FAIS2026/27-T001

Bid Name Support and Maintenance of the CRM Microsoft Dynamics 365 System and

Azure Blob Storage

4.3 The FAIS Ombud requires two printed copies (one original and one copy) and one electronic

copy on a flash drive/memory stick in PDF format; all bound in a sealed envelope marked as

stated in paragraph 4.2.

4.4 Bids must be properly packaged and deposited on or before the closing date and before the

closing time in the tender box situated at the reception area of the FAIS Ombud. The physical

address of the FAIS Ombud is as follows:

Menlyn Central Office Building, 11th Floor

125 Dallas Avenue,

Waterkloof Glen,

Pretoria

0010

4.5 Bid documents will only be considered if received by the FAIS Ombud on/or before the closing

date and time, regardless of the method used to send or deliver such documents to the FAIS

Ombud.

4.6 Late submissions will not be accepted.

4.7 Bidders must initial each page of the bid document on the bottom right-hand corner.

23.1 The purpose of this Request for Proposal (RFP) is to appoint a bidder who is an accredited

Microsoft business partner to provide support and maintenance, including software licenses,

for the current CRM Microsoft Dynamics 365 system and Azure Blob Storage for a period of

three (3) years. The bidder must submit proof of Microsoft accreditation as a business partner

(refer to paragraph 35.1 below).

23.2 The bidder is also expected to provide and implement an SMS solution that will integrate with

the current CRM Microsoft Dynamics 365 system.

24.1 Current CRM Microsoft Dynamics 365 System

24.1.1 In executing its mandate, the FAIS Ombud resolves disputes between Financial Services

Providers and their consumers in a procedurally fair, informal, economical, and

expeditious manner. The FAIS Ombud regularly receives consumer complaints against

Financial Services Providers (FSPs). These complaints are received via telephone, walk-

ins, through the FAIS Ombud website portal, and electronic mail. Upon receipt, they

are captured in the Microsoft Dynamics 365 CRM system and thereafter allocated for

investigation.

24.1.2 Once an investigation is conducted, a complaint can either be dismissed, referred,

settled, or determined. This process is currently handled manually.

24.2 Storage capacity

24.2.1 The organisation is currently utilising a combination of Microsoft Azure Blob Storage

and Microsoft Dataverse to support its data storage requirements. The organisation has

provisioned approximately 10 TB of Azure Blob Storage capacity, of which

approximately 500 GB is currently utilised. This indicates that sufficient storage capacity

remains available to accommodate future data growth, document storage, system

integrations, backups, and other business requirements. In addition to Azure Blob

Storage, Microsoft Dataverse is used for application and structured data storage. Based

on the current environment capacity information, the following utilisation is recorded:

• Dataverse Database: 38.12 GB utilised out of 68.36 GB.
• Dataverse Log: 12.47 GB utilised against an entitled capacity of 9.77 GB, indicating

that the log storage is currently exceeding the allocated capacity

• Dataverse File: 123.54 GB utilised out of 292.97 GB.
• Operations Database and File Storage: No current utilisation recorded.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system and azure blob storage

The successful bidder will be required to:

25.1 Provide support and maintenance for the existing Microsoft Dynamics 365 system which is

already integrated with Microsoft Outlook and Azure Blob Storage for a period of three (3)

years.

25.2 Facilitate the annual renewal of licenses.

25.3 Enhance of the existing CRM Microsoft Dynamics 365 system

25.3.1 Review and optimise the CRM interface, layout, workflows and data capture fields to

ensure alignment and support for the end-to-end complaints management process.

25.3.2 Support document management by creating document categories and making

documents easier to upload, organise, search and retrieve.

25.3.3 The system should be able to automatically detect, flag and merge duplicate

complaints and any other relevant duplicated information.

25.3.4 Automate repetitive and manual workflow processes within the CRM Microsoft

Dynamics 365 system to optimise productivity and operational efficiency.

25.4 Communication and notification automation

25.4.1 Configure workflow-driven automation to enable automatic case allocation and system-

generated communications, including acknowledgment letters, requests for

outstanding information, reminder emails, diary reminders, follow-up activities, status

change notifications, and escalation alerts for overdue or neglected cases.

25.5 Integrate artificial intelligence (AI) capabilities to identify AI-generated case summaries.

25.6 Implement document encryption for all files shared with external parties to ensure

compliance with the Protection of Personal Information Act (POPIA).

25.7 Customer satisfaction survey administration and CRM integration.

25.8 Align reporting with FAIS Ombud requirements. Reporting currently generates Excel

spreadsheets where data must then be manually extracted to generate a report. This process

must be automated to enable more efficient reporting and data analysis.

25.9 The service provider will be required to maintain the Application Programming Interface (API)

that binds the WhatsApp channel with the Microsoft Dynamics 365 CRM system.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system and azure blob storage

25.10 SMS Solution

25.10.1 The service provider will provide, implement, and integrate an SMS solution with the

current Microsoft Dynamics 365 CRM system. The SMS solution should be capable of:

• Send a single message to one or multiple users
• Send multiple messages to multiple users.

25.10.2 The SMS solution should be able to cater for the following minimum volumes:

• Client Care Centre: A minimum of 5000 SMSs per month to acknowledge

complaints, notify complainants of closed complaints, and the rating of customer

satisfaction.

• Case Management: A minimum of 5000 SMSs per month to acknowledge

complaints assigned to Case Managers, notify complainants of complaints sent

in respect of Rule 6(b), notify complainants of closed complaints, and the rating

of customer satisfaction.

• Marketing and Awareness: A minimum of 5000 SMSs per year as and when

there is a need to send notifications before and during marketing campaigns.

25.10.2.1 In total, a minimum of 10 000 SMS are required monthly, with a further 5000

per annum.

25.10.2.2 Furthermore, the solution should generate a detailed report of all sent SMSs

per month.

25.11 The service provider must provide real time system monitoring and reporting.

25.12 The service provider is also required to tailor-make the report from the current CRM system,

i.e., a one-touch solution report.

25.13 The appointed service provider must be able to transfer roles and responsibilities and take

over ownership from the current service provider in a smooth manner, without disrupting

the day-to-day activities of the FAIS Ombud.

25.14 The appointed service provider must the below train users as and when required by the

office.

Description quantity

System administrators 2

Super users (including train the trainers) 9

Normal users (limited access) 33

Total number of users 44

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system and azure blob storage

Dynamic 365 system and azure blob storage

A. Introduction to tender .................................................................................................4

1. Introduction .................................................................................................................................... 4
2. Briefing session ............................................................................................................................... 4
3. Bid enquiries and questions ........................................................................................................... 4
4. Tender submission ......................................................................................................................... 5
5. Pricing schedule ............................................................................................................................. 5

B. Definitions ........................................................................................................................... 6

6. Definitions ....................................................................................................................................... 6

C. Tender rules ...................................................................................................................... 7

7. Capabilities and experience of bidders ........................................................................................ 7
8. Form of tender ................................................................................................................................ 7
9. Signing of bid .................................................................................................................................. 7
10. Bid all inclusive ............................................................................................................................... 7
11. Alterations to bid documents ........................................................................................................ 7
12. Qualifications on tender ................................................................................................................ 7
13. FAIS Ombud rights ....................................................................................................................... 7
14. Undertaking by bidder .................................................................................................................. 8
15. Central supplier database .............................................................................................................. 9
16. Supplier performance management ............................................................................................. 9
17. Cancellation of contract ................................................................................................................. 9
18. Applicable laws .............................................................................................................................10
19. Reasons for disqualification of bid ..............................................................................................10
20. Delegation of authority .................................................................................................................10
21. Bid rules are binding ....................................................................................................................10
22. Language of contract ....................................................................................................................10

D. Terms of reference .......................................................................................................11

23. Purpose ..........................................................................................................................................11
24. Background ...................................................................................................................................11
25. Scope of work ................................................................................................................................12
26. Pricing Schedule ........................................................................................................................... 14
27. System enhancement.................................................................................................................... 14
28. Contract conditions ...................................................................................................................... 14
29. Project Timeline ........................................................................................................................... 15
30. Bid evaluation ............................................................................................................................... 15
31. Functional evaluation (Desktop) ................................................................................................. 16
32. Evaluation Stage Three: System Demo and Presentation ........................................................ 19

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

7.1 Bidders are required to provide all information as necessary to demonstrate their capabilities

and experience with regard to the requested services.

12.1 Bids submitted in accordance with this bid document shall be without any qualifications.

1.1 The bidder must submit a maximum of four (4) 1.1.1 The bidder has either not submitted the reference letters

reference letters on a client letterhead from or submitted letters that are not on client letterhead and

contactable clients, collectively, confirming that the do not confirm that the bidder has provided support and 0 bidder has provided support and maintenance for maintenance for Microsoft Dynamics 365 and successfully

Microsoft Dynamics 365 and successfully integrated an integrated an SMS solution with the Microsoft Dynamics

SMS solution with the Microsoft Dynamics 365 CRM 365 CRM system.

system within the last five (5) years from the closing 1.1.2 The bidder submitted one (1) reference letter on a client

date of the bid. letterhead, confirming that the bidder has provided

Collectively, means that all the submitted reference letters support and maintenance for Microsoft Dynamics 365 and 2

combined must demonstrate 5 years of experience in the successfully integrated an SMS solution with the Microsoft

1. Bidder's support and maintenance of Microsoft Dynamics 365 CRM Dynamics 365 CRM system within the last five (5) years 55

experience and integrating an SMS solution with the Microsoft from the closing date of the bid.

Dynamics 365 CRM system

1.1.4 The bidder submitted three (3) reference letters on a

client letterhead, confirming that the bidder has provided

support and maintenance for Microsoft Dynamics 365 4 and successfully integrated an SMS solution with the

Microsoft Dynamics 365 CRM system within the last five

(5) years from the closing date of the bid.

1.1.5 The bidder submitted four (4) reference letters on a client

letterhead, confirming that the bidder has provided

support and maintenance for Microsoft Dynamics 365

5 and successfully integrated an SMS solution with the

Microsoft Dynamics 365 CRM system within the last five

(5) years from the closing date of the bid.

2.1.1 The bidder has either not submitted the CVs of local

resources or the submitted CVs do not demonstrate five

2.1 The bidder must submit a maximum of four (4) (5) years' experience in the support and maintenance of

Curriculum Vitae (CVs) of local resources based in South 0 the CRM Microsoft Dynamics 365 system and integrating

Africa, collectively demonstrating at least five (5) years an SMS solution with the Microsoft Dynamics 365 CRM

of experience in the support and maintenance of system

Microsoft Dynamics 365 CRM and integrating an SMS

solution with the Microsoft Dynamics 365 CRM system. 2.1.2 The bidder submitted a CV of a local resource

demonstrating at least five (5) years of experience in the

2.2 The resources should include a specialist in Business2. Bidder’s support and maintenance of Microsoft Dynamics 365 CRM 2 Intelligence (BI) or Power Automate. 45 capacity and integrating an SMS solution with the Microsoft

2.3 Bidders must also submit a resource schedule Dynamics 365 CRM system

indicating the role of each proposed resource. 2.1.3 The bidder submitted two (2) CVs of local resources,

Collectively, means all the submitted CVs combined must collectively demonstrating at least five (5) years of

demonstrate 5 years of experience in the support and experience in the support and maintenance of Microsoft

maintenance of Microsoft Dynamics 365 CRM and Dynamics 365 CRM and integrating an SMS solution with 3

integrating an SMS solution with the Microsoft Dynamics the Microsoft Dynamics 365 CRM system

2.1.4 The bidder submitted three (3) CVs of local resources,

collectively demonstrating at least five (5) years of

experience in the support and maintenance of Microsoft 4

Dynamics 365 CRM and integrating an SMS solution with

the Microsoft Dynamics 365 CRM system

2.1.5 The bidder submitted four (4) CVs of local resources,

collectively demonstrating at least five (5) years of

experience in the support and maintenance of Microsoft 5

Dynamics 365 CRM and integrating an SMS solution with

the Microsoft Dynamics 365 CRM system

Total 100

Issue date 10 september 2026 of 36

Initial bidder’stitle FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system including azure blob storage] here  initials

FAIS2026/27-T001

2.1 The demonstration does not cover the ability to

integrate Dynamics 365 with other systems using

supported integration methods, including Application 0 Programming Interface (APIs), manage documents Demonstrate the ability to integrate Dynamics 365

through Azure Blob Storage, and incorporate with other systems using supported integration2. Integration, Document customer satisfaction surveys and reporting methods, including Application Programming 30 Management & Interface (APIs), manage documents through Azure 2.2 The demonstration covers the ability to integrate Customer Experience Blob Storage, and incorporate customer satisfaction Dynamics 365 with other systems using supported

surveys and reporting. integration methods, including Application 5 Programming Interface (APIs), manage documents

through Azure Blob Storage, and incorporate

customer satisfaction surveys and reporting

3.1 The demonstration does not cover the ability to

monitor, troubleshoot and maintain the CRM,

manage and safely deploy system changes and 0

5.1 Only fixed prices will be accepted.

5.2 The pricing schedule must be submitted as part of the bid proposal.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system and azure blob storage

B. Definitions

6. Definitions

6.1 Unless inconsistent with or expressly indicated otherwise by the context.

6.1.1. FAIS Ombud shall mean the Office of the Ombud for Financial Services Providers.

6.1.2. Contractor shall mean the tenderer whose tender has been accepted by the FAIS Ombud

and shall include the tenderer’s personal representatives, also referred to as the

successful bidder.

6.1.3. Contract shall include the General Conditions of Contract and Special Conditions of

Contract, the specifications including any schedules attached to the specifications, and

any agreement entered into in terms of these Special Conditions of Contract.

6.1.4. Service shall mean support and maintenance, including software licenses for the

Microsoft Dynamics 365 CRM system and Azure Blob storage, for a period of 36 months.

6.1.5. Person includes any company incorporated or registered as such under any law, any body

of persons corporate or unincorporated, and any trust. Person, firm, or company shall

include an authorized employee or agent of such person.

6.1.6. API is a software intermediary that allows two different applications to interact and

share data with each other.

6.2 Except where the context indicates otherwise, in this document, the singular includes the plural,

and with reference to gender, the one includes the other.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system and azure blob storage

C. Tender rules

7. Capabilities and experience of bidders

7.1 Bidders are required to provide all information as necessary to demonstrate their capabilities

and experience with regard to the requested services.

8. Form of tender

8.1 The bid shall be signed and witnessed on the form of bid incorporated herein. The schedule of

services shall be fully priced in South African Rand to show the total amount of the bid and shall

be signed. The certificates, schedules, and forms contained in this document shall be completed

and signed by the bidder in blue or black ink.

8.2 Where the space provided in the bound document is insufficient, separate schedules may be

drawn up in accordance with the prescribed formats. These schedules shall be bound with a

suitable contents page and submitted with the tender documents.

9. Signing of bid

9.1 The bid must be signed by a person who is duly authorized to do so.

10. Bid all inclusive

10.1 The bidder must provide an all-inclusive fee statement in the bid.

11. Alterations to bid documents

11.1 No unauthorized alteration or addition shall be made to the form of bid, to the schedule of

quantities of services to be rendered, or to any other part of the bid documents. If any such

alteration or addition is made or if the schedule of quantities of services to be rendered, or other

schedules or certificates are not properly completed, such submission may be disqualified.

12. Qualifications on tender

12.1 Bids submitted in accordance with this bid document shall be without any qualifications.

13. FAIS Ombud rights

13.1 The FAIS Ombud is entitled to amend any bid conditions, bid validity period, tender

specifications, or extend the bid’s closing date, all before the bid closing date. All bidders to whom

the bid documents have been issued and where the FAIS Ombud has a record of such bidders

may be advised in writing of such amendments in good time, and any such changes will also be

posted on the FAIS Ombud’s website under the relevant tender information. All prospective

bidders should therefore visit the website regularly, and before submitting their bid response, to

ensure they are kept updated on any amendments in this regard.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system and azure blob storage

13.2 The FAIS Ombud reserves the right not to accept the lowest priced bid or any bid in part or in

whole.

13.3 The FAIS Ombud reserves the right to award this bid as a whole or in part.

13.4 The FAIS Ombud reserves the right to conduct site visits at the bidder’s corporate offices and/or

at client sites if so required.

13.5 The FAIS Ombud reserves the right to award this tender to the bidder who scored the highest

points, subject to price negotiation if the price offered is not considered to be market-related

13.6 The FAIS Ombud reserves the right to request all relevant information, agreements, and other

documents to verify information supplied in the bid response. The bidder hereby gives consent

to the FAIS Ombud to conduct background checks on the bidding entity and any of its

directors/trustees/shareholders/members.

14. Undertaking by bidder

14.1 By submitting a bid in response to this tender, the bidder will be taken to have offered to render

all or any of the services described in the bid response submitted by it to the FAIS Ombud on the

terms and conditions and in accordance with the specifications stipulated in this bid document.

14.2 The bidder shall prepare for a possible presentation should the FAIS Ombud require such and the

bidder shall be notified thereof in good time before the actual presentation date. Such

presentation may include a practical demonstration of products or services as called for in this

bid.

14.3 The bidder agrees that the offer contained in its bid shall remain binding upon him and receptive

for acceptance by the FAIS Ombud during the bid validity period indicated in this document and

calculated from the bid closing date. Its acceptance shall be subject to the terms and conditions

contained in this bid document read with the bid.

14.4 The bidder furthermore confirms that they have satisfied themselves as to the correctness and

validity of their bid response; that the price(s) and rate(s) quoted cover all the work/item(s)

specified in the bid response documents; and that the price(s) and rate(s) cover all their

obligations under a resulting contract for the services contemplated in this bid; and that they

accept that any mistakes regarding price(s) and calculations will be at their risk.

14.5 The successful bidder accepts full responsibility for the proper execution and fulfillment of all

obligations and conditions devolving on them under the supply agreement and Service Level

Agreement (SLA) to be concluded with the FAIS Ombud, as the principal(s) liable for the due

fulfillment of such contract.

14.6 The bidder accepts that all costs incurred in preparing, presenting, and demonstrating the

solution offered by it shall be for the bidder's account. All supporting documentation and

manuals submitted with this bid will become FAIS Ombud property unless otherwise stated by

the bidder/s at the time of submission.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system and azure blob storage

15. Central supplier database

15.1 The FAIS Ombud will not award any bid to a supplier who is not registered as a prospective

supplier on the Central Supplier Database (CSD) as required in terms of National Treasury Circular

No. /2016 and National Treasury SCM Instruction Note 4A of 2016/2017.

15.2 The supplier is responsible for continuously updating their information, including personal

information, on the CSD to ensure that it is complete, accurate, and not misleading.

16. Supplier performance management

16.1 Supplier Performance Management is viewed by the FAIS Ombud as a critical component in

ensuring value for money acquisition and good supplier relations between the FAIS Ombud and

its suppliers.

16.2 Upon receipt of written notification of an award, the successful bidder shall be required to

conclude a Service Level Agreement (SLA) with the FAIS Ombud (where applicable), which will

form an integral part of the supply agreement. The SLA will serve as a tool to measure, monitor,

and assess the supplier’s performance and ensure effective service delivery, quality, and value-

add to the FAIS Ombud’s business.

16.3 The successful bidder will be required to comply with the above conditions and also provide a

scorecard on how their product/service offering is being measured to achieve the objectives of

this condition.

17. Cancellation of contract

17.1 If the FAIS Ombud is satisfied that any person (including an employee, partner, director or

shareholder of the tenderer or a person acting on behalf of or with the knowledge of the

tenderer), firm or company:

17.2 is executing a contract with the FAIS Ombud unsatisfactorily;

17.3 has in any manner been involved in a corrupt act or provided gift or remuneration in relation to

any officer or employee of the FAIS Ombud in connection with obtaining or executing a contract;

17.4 has acted in bad faith, in a fraudulent manner or committed an offence in obtaining or executing

a contract;

17.5 has in any manner influenced or attempted to influence the awarding of a FAIS Ombud’s bid;

17.6 has, when advised that his bid has been accepted, given notice of his inability to execute or sign

the contract or to furnish any security required;

17.7 has engaged in any anti-competitive behaviour, including having entered into any agreement or

arrangement, whether legally binding or not, with any other person, firm, or company to refrain

from tendering for this contract, or relating to the bid price to be submitted by either party;

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system and azure blob storage

17.8 has disclosed to any other person any information relating to this bid, except where disclosure,

in confidence, was necessary to obtain quotations required for the preparation of the bid;

17.9 the FAIS Ombud may, in addition to any other legal recourse, which it may have, cancel the

contract between the FAIS Ombud and such a person and/or resolve that no bid from such a

person will be favourably considered for a specified period; and

17.10 Any restriction imposed upon any person shall apply to any other person with which such a

person is actively associated.

18. Applicable laws

18.1 The laws of the Republic of South Africa shall be applicable to each contract created by the

acceptance of a bid and each bidder shall indicate an address in the Republic and specify it in the

tender as his domicilium citandi et executandi where any legal process may be served on him.

18.2 Each bidder shall accept the jurisdiction of the courts of the Republic of South Africa.

19. Reasons for disqualification of bid

19.1 The FAIS Ombud reserves the right to disqualify any bidder who does any one or more of the

following, and such disqualification may take place without prior notice to the offending bidder.

However, the bidder will be notified in writing of such disqualification:

19.1.1 bidders who submit incomplete information and documentation as specified in the

requirements of this tender document;

19.1.2 bidders who submit information that is fraudulent, factually untrue or inaccurate.

19.1.3 bidders who receive information not available to other potential bidders through any

means; and

19.1.4 bidders who do not comply with mandatory requirements, if stipulated in the tender

document.

20. Delegation of authority

20.1 The FAIS Ombud may delegate any power vested in it by virtue of these rules to an officer or

employee of the FAIS Ombud.

21. Bid rules are binding

21.1 The bid rules, as well as the instructions given in the official tender notice, shall be binding on all

bidders submitting bid applications for the service or services set out in the bid document.

22. Language of contract

22.1 The bid documents are drafted in English and any contract, which originates from the acceptance

of the bid, will be interpreted and construed in English.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system and azure blob storage

D. Terms of reference

The bidder must provide a quotation that includes support and maintenance for the CRM

Microsoft Dynamics 365 system and Azure Blob storage for a duration of 36 months. The

quotation must align with the table below.

Year 1- year 2- year 3 - description hourly rate hourly rate hourly rate

Support and maintenance -CRM

Microsoft Dynamics 365 system

Support and maintenance - Azure

Blob storage

Other costs

Total (excluding VAT)

VAT (15%)

Total (including VAT)

27. System enhancement

If the office requires a system enhancement not covered by support and maintenance, a

separate purchase order will be issued. The quotation must be provided specifying the

hourly rates for the resources listed below.

Description year 1- year 2- year 3-

Hourly rate Hourly rate Hourly rate

Technical support or equivalent

Specialist support or equivalent

Database specialist or equivalent

Developer or equivalent

The current CRM Microsoft Dynamics 365 system is hosted in the cloud. The appointed

service provider must take over from the current service provider, provide support and

maintenance, renew licenses, enhance the system, and integrate an SMS solution. The

appointed service provider will be required to submit a quotation for licence renewal for

CRM Microsoft Dynamics 365 as and when it is due for renewal.

4.6 Late submissions will not be accepted.

4.7 Bidders must initial each page of the bid document on the bottom right-hand corner.

5. Pricing schedule

5.1 Only fixed prices will be accepted.

5.2 The pricing schedule must be submitted as part of the bid proposal.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Dynamic 365 system and azure blob storage

26. Pricing Schedule

separate purchase order will be issued. The quotation must be provided specifying the

hourly rates for the resources listed below.

Description year 1- year 2- year 3-

Standard Bidding Document (SBD 3.1)

Pricing schedule – firm prices

(Purchases)

Note: only firm prices will be accepted. Non-firm prices (including prices subject

To rates of exchange variations) will not be considered

Tax compliance status

Tax compliance requirements

Tax compliance status (tcs) pin may be made via e-filing through the SARS website

Tcs pin is available but the bidder is registered on the central supplier database (csd), a

CSD report

Csd number

Csd number must be provided

Central supplier database (csd) report

Central supplier database

Central Supplier Database (CSD) as required in terms of National Treasury Circular

Central supplier database (csd), a

≥ 31 % black BEE Certificate/Sworn 6 women-owned Affidavit/Latest CSD report

BEE Certificate/Sworn QSE or EME 4 Affidavit/Latest CSD report

supply any of these documents will lead to disqualification of this bid.

1. Proof of registration on the National Treasury Central Supplier Database
2. Submission of completed SBD 1
3. Submission of completed SBD 4
4. Submission of completed SBD 6.1
5. Qualifications on tender

12.1 Bids submitted in accordance with this bid document shall be without any qualifications.

5. Pricing schedule

5.2 The pricing schedule must be submitted as part of the bid proposal.

Supplier database (csd) report

Company registration number

Points Allocation: 80 points

B-BBEE Details: stage.

30.1.3 Evaluation Stage Three: System Demo and Presentation

In this evaluation stage, bidders are expected to obtain a minimum of 80 out of 100

points to proceed to the next evaluation stage of the evaluation. Failure to obtain the

prescribed minimum points will automatically disqualify the bid offer from proceeding

to the next evaluation stage.

30.1.4 Evaluation Stage Four: Preference Point System

The 80/20 preference point system shall be apply to this stage, where 80 points

represent the maximum obtainable points for the lowest acceptable price, and 20

points represent the specific goals in accordance with the table listed in the bid

documentation.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft dynamic

365 system including azure blob storage

31. Functional evaluation (Desktop)

31.1 The bid/proposal will undergo an evaluation process based on functionality and will be assessed using the following rating system:

Values: 0=Poor 1=Below average, 2=Average, 3=Good, 4=Very Good, 5=Excellent

Table 2

Evaluation description detailed description rating weightcriteria

1.1 The bidder must submit a maximum of four (4) 1.1.1 The bidder has either not submitted the reference letters

reference letters on a client letterhead from or submitted letters that are not on client letterhead and

contactable clients, collectively, confirming that the do not confirm that the bidder has provided support and 0 bidder has provided support and maintenance for maintenance for Microsoft Dynamics 365 and successfully

Microsoft Dynamics 365 and successfully integrated an integrated a

Dynamic 365 system and azure blob storage

E. Appendix a: reference list ......................................................................................... 25

F. Standard bidding documents .................................................................................... 32

G. Administrative checklist ............................................................................................. 36

Issue date 10 september 2026 of 36

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FAIS2026/27-T001

3.1 All questions relating to the contents of the tender (conditions, rules, terms of reference etc.)

must be forwarded in writing via email to [email protected] by not later than 25

September 2026. Questions received after this date will not be entertained.

3.2 All questions must reference specific paragraph numbers, where applicable.

3.3 All enquiries (received on or before the closing date for enquiries) will be consolidated and will

be published as one response document on the FAIS Ombud website (www.faisombud.co.za)

within three (3) working days.

Issue date 10 september 2026 of 36

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25.1 Provide support and maintenance for the existing Microsoft Dynamics 365 system which is

already integrated with Microsoft Outlook and Azure Blob Storage for a period of three (3)

years.

25.2 Facilitate the annual renewal of licenses.

25.3 Enhance of the existing CRM Microsoft Dynamics 365 system

25.3.1 Review and optimise the CRM interface, layout, workflows and data capture fields to

ensure alignment and support for the end-to-end complaints management process.

25.3.2 Support document management by creating document categories and making

documents easier to upload, organise, search and retrieve.

25.3.3 The system should be able to automatically detect, flag and merge duplicate

complaints and any other relevant duplicated information.

25.3.4 Automate repetitive and manual workflow processes within the CRM Microsoft

Dynamics 365 system to optimise productivity and operational efficiency.

25.4 Communication and notification automation

25.4.1 Configure workflow-driven automation to enable automatic case allocation and system-

generated communications, including acknowledgment letters, requests for

outstanding information, reminder emails, diary reminders, follow-up activities, status

change notifications, and escalation alerts for overdue or neglected cases.

25.5 Integrate artificial intelligence (AI) capabilities to identify AI-generated case summaries.

25.6 Implement document encryption for all files shared with external parties to ensure

compliance with the Protection of Personal Information Act (POPIA).

25.7 Customer satisfaction survey administration and CRM integration.

25.8 Align reporting with FAIS Ombud requirements. Reporting currently generates Excel

spreadsheets where data must then be manually extracted to generate a report. This process

must be automated to enable more efficient reporting and data analysis.

25.9 The service provider will be required to maintain the Application Programming Interface (API)

that binds the WhatsApp channel with the Microsoft Dynamics 365 CRM system.

Issue date 10 september 2026 of 36

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Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

1.1.3 The bidder submitted two (2) reference letters on a client confirmation must be provided that the bidder has provided

letterhead, confirming that the bidder has provided support and maintenance for Microsoft Dynamics 365 and

support and maintenance for Microsoft Dynamics 365 and successfully integrated an SMS solution with the Microsoft 3 successfully integrated an SMS solution with the Microsoft Dynamics 365 CRM system.

Dynamics 365 CRM system within the last five (5) years

Bidders must also complete Appendix A (Reference List on from the closing date of the bid.

) with information related to the submitted

reference letters.

Issue date 10 september 2026 of 36

Initial bidder’s title FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system including azure blob storage] here  initials

FAIS2026/27-T001

any action be taken on the date established. The bidder accepts that, if the FAIS Ombud

extends the deadline for bid submission (the Closing Date) for any reason, the requirements

of this bid otherwise apply equally to the extended deadline.

Issue date 10 september 2026 of 36

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Title including azure blob storage]  ini

FAIS2026/27-T001

E. Appendix a: reference list

supplied by the service provider in the Reference List (Appendix A). Any service provider found to have submitted fraudulent, factually

incorrect, or misleading information may be disqualified at the discretion of the FAIS Ombud

Table 7

28.1 The service provider will be required to furnish the FAIS Ombud with the following:

28.1.1 Hosting Solution

28.1.1.1 The appointed service provider must establish communication with the current

service provider to assume responsibility. The FAIS Ombud representative will

be part of the communication for the hosted solution.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system and azure blob storage

28.1.2 Backup Strategy

28.1.2.1 The appointed service provider is expected to develop a backup strategy/process

and backup the system prior to taking over the hosted solution.

28.1.3 Project Plan

28.1.3.1 The service provider is responsible for providing a comprehensive project plan,

which includes management, approach, and estimated duration for the takeover

process of the current system.

28.1.3.2 Ownership of project-related meetings, including:

(a) Weekly meetings

(b) Monthly project steering committee meeting

(c) Monitoring and management of risk factors and project delays.

29. Project Timeline

29.1 The contractor is required to assume responsibility within a maximum of two (2) weeks from

the date of receiving a purchase order from the FAIS Ombud.

30. Bid evaluation

30.1 The proposals will be evaluated as follows.

30.1.1 Evaluation Stage One: Compliance

Compliance with the administrative requirements stated in the Standard Bidding

Documents and the mandatory requirements as listed in paragraph 35.1 below. In this

evaluation stage, all bidders that fail to provide the required information and

documentation will be disqualified from further evaluation.

30.1.2 Evaluation Stage Two: Functional evaluation (Desktop evaluation)

In this stage, bidders are expected to obtain a minimum of 71 out of 100 points to

proceed to the next evaluation stage of the evaluation. Failure to obtain the

prescribed minimum points will automatically disqualify the bid offer from proceeding

to the next evaluation stage.

30.1.3 Evaluation Stage Three: System Demo and Presentation

In this evaluation stage, bidders are expected to obtain a minimum of 80 out of 100

points to proceed to the next evaluation stage of the evaluation. Failure to obtain the

prescribed minimum points will automatically disqualify the bid offer from proceeding

to the next evaluation stage.

30.1.4 Evaluation Stage Four: Preference Point System

The 80/20 preference point system shall be apply to this stage, where 80 points

represent the maximum obtainable points for the lowest acceptable price, and 20

points represent the specific goals in accordance with the table listed in the bid

documentation.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamics bidder’s

Title 365 system and azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft dynamic

365 system including azure blob storage

31. Functional evaluation (Desktop)

31.1 The bid/proposal will undergo an evaluation process based on functionality and will be assessed using the following rating system:

Values: 0=Poor 1=Below average, 2=Average, 3=Good, 4=Very Good, 5=Excellent

Table 2

Evaluation description detailed description rating weightcriteria

1.1 The bidder must submit a maximum of four (4) 1.1.1 The bidder has either not submitted the reference letters

reference letters on a client letterhead from or submitted letters that are not on client letterhead and

contactable clients, collectively, confirming that the do not confirm that the bidder has provided support and 0 bidder has provided support and maintenance for maintenance for Microsoft Dynamics 365 and successfully

Microsoft Dynamics 365 and successfully integrated an integrated an SMS solution with the Microsoft Dynamics

SMS solution with the Microsoft Dynamics 365 CRM 365 CRM system.

system within the last five (5) years from the closing 1.1.2 The bidder submitted one (1) reference letter on a client

date of the bid. letterhead, confirming that the bidder has provided

Collectively, means that all the submitted reference letters support and maintenance for Microsoft Dynamics 365 and 2

combined must demonstrate 5 years of experience in the successfully integrated an SMS solution with the Microsoft

1. Bidder's support and maintenance of Microsoft Dynamics 365 CRM Dynamics 365 CRM system within the last five (5) years 55

experience and integrating an SMS solution with the Microsoft from the closing date of the bid.

Dynamics 365 CRM system

When collectively assessing all the reference letters,

1.1.3 The bidder submitted two (2) reference letters on a client confirmation must be provided that the bidder has provided

letterhead, confirming that the bidder has provided support and maintenance for Microsoft Dynamics 365 and

support and maintenance for Microsoft Dynamics 365 and successfully integrated an SMS solution with the Microsoft 3 successfully integrated an SMS solution with the Microsoft Dynamics 365 CRM system.

Dynamics 365 CRM system within the last five (5) years

Bidders must also complete Appendix A (Reference List on from the closing date of the bid.

) with information related to the submitted

reference letters.

Issue date 10 september 2026 of 36

Initial bidder’s title FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system including azure blob storage] here  initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft dynamic

365 system including azure blob storage

1.1.4 The bidder submitted three (3) reference letters on a

client letterhead, confirming that the bidder has provided

support and maintenance for Microsoft Dynamics 365 4 and successfully integrated an SMS solution with the

Microsoft Dynamics 365 CRM system within the last five

(5) years from the closing date of the bid.

1.1.5 The bidder submitted four (4) reference letters on a client

letterhead, confirming that the bidder has provided

support and maintenance for Microsoft Dynamics 365

5 and successfully integrated an SMS solution with the

Microsoft Dynamics 365 CRM system within the last five

(5) years from the closing date of the bid.

2.1.1 The bidder has either not submitted the CVs of local

resources or the submitted CVs do not demonstrate five

2.1 The bidder must submit a maximum of four (4) (5) years' experience in the support and maintenance of

Curriculum Vitae (CVs) of local resources based in South 0 the CRM Microsoft Dynamics 365 system and integrating

Africa, collectively demonstrating at least five (5) years an SMS solution with the Microsoft Dynamics 365 CRM

of experience in the support and maintenance of system

Microsoft Dynamics 365 CRM and integrating an SMS

solution with the Microsoft Dynamics 365 CRM system. 2.1.2 The bidder submitted a CV of a local resource

demonstrating at least five (5) years of experience in the

2.2 The resources should include a specialist in Business2. Bidder’s support and maintenance of Microsoft Dynamics 365 CRM 2 Intelligence (BI) or Power Automate. 45 capacity and integrating an SMS solution with the Microsoft

2.3 Bidders must also submit a resource schedule Dynamics 365 CRM system

indicating the role of each proposed resource. 2.1.3 The bidder submitted two (2) CVs of local resources,

Collectively, means all the submitted CVs combined must collectively demonstrating at least five (5) years of

demonstrate 5 years of experience in the support and experience in the support and maintenance of Microsoft

maintenance of Microsoft Dynamics 365 CRM and Dynamics 365 CRM and integrating an SMS solution with 3

integrating an SMS solution with the Microsoft Dynamics the Microsoft Dynamics 365 CRM system

365 CRM system

Issue date 10 september 2026 of 36

Initial bidder’s title FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system including azure blob storage] here  initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft dynamic

365 system including azure blob storage

2.1.4 The bidder submitted three (3) CVs of local resources,

collectively demonstrating at least five (5) years of

experience in the support and maintenance of Microsoft 4

Dynamics 365 CRM and integrating an SMS solution with

the Microsoft Dynamics 365 CRM system

2.1.5 The bidder submitted four (4) CVs of local resources,

collectively demonstrating at least five (5) years of

experience in the support and maintenance of Microsoft 5

Dynamics 365 CRM and integrating an SMS solution with

the Microsoft Dynamics 365 CRM system

Total 100

Issue date 10 september 2026 of 36

Initial bidder’stitle FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system including azure blob storage] here  initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft dynamic

365 system including azure blob storage

32. Evaluation Stage Three: System Demo and Presentation

32.1 The purpose of the demonstration is to establish whether service providers possess the technical expertise and capability to take over, support, maintain, optimize, and

enhance the existing Microsoft Dynamics 365 environment.

32.2 Bidders are expected to obtain a minimum of 80 out of 100 points to proceed to the next evaluation stage of the evaluation. Failure to obtain the prescribed minimum

points will automatically disqualify the bid offer from proceeding to the next evaluation phase.

32.3 The proposal demonstration and presentation by the bidder will be evaluated based on the following criteria and will be scored as below.

Scores: 0=Poor 2.5 =Average 3=Good, 5=Very Good

NO. evaluation criteria description of evaluation criteria detailed description rating weight

1.1 The demonstration does not cover the ability to

support the growth and optimisation of the existing

CRM, including additional users, processes and data, as 0

well as automated reporting, dashboards and

scheduled reports

1.2 The demonstration covers some, but not all, of the

required areas relating to CRM scalability, optimization

and business intelligence.

The service provider should demonstrate the ability

1.2.1 The demonstration has covered the ability to support 1. CRM Scalability, to support the growth and optimisation of the

the growth and optimisation of the existing CRM, but 20 Optimisation & existing CRM, including additional users, processes 2.5

does not cover automated reporting, dashboards and Business Intelligence and data, as well as automated reporting,

scheduled reports. Or has covered automated dashboards and scheduled reports

reporting, dashboards and scheduled reports but

does not cover support for growth and optimisation

of the existing CRM.

1.2.2 The demonstration comprehensively covers the

ability to support the growth and optimisation of the

existing CRM, including additional users, processes 5

and data, as well as automated reporting, dashboards

and scheduled reports.

Issue date 10 september 2026 of 36

Initial bidder’s title FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system including azure blob storage] here  initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft dynamic

365 system including azure blob storage

2.1 The demonstration does not cover the ability to

integrate Dynamics 365 with other systems using

supported integration methods, including Application 0 Programming Interface (APIs), manage documents Demonstrate the ability to integrate Dynamics 365

through Azure Blob Storage, and incorporate with other systems using supported integration2. Integration, Document customer satisfaction surveys and reporting methods, including Application Programming 30 Management & Interface (APIs), manage documents through Azure 2.2 The demonstration covers the ability to integrate Customer Experience Blob Storage, and incorporate customer satisfaction Dynamics 365 with other systems using supported

surveys and reporting. integration methods, including Application 5 Programming Interface (APIs), manage documents

through Azure Blob Storage, and incorporate

customer satisfaction surveys and reporting

3.1 The demonstration does not cover the ability to

monitor, troubleshoot and maintain the CRM,

manage and safely deploy system changes and 0

Demonstrate the ability to monitor, troubleshoot enhancements, and implement appropriate backup

3. System Support, and maintain the CRM, manage and safely deploy and recovery of FAIS Ombud data 30 Change Management & system changes and enhancements, and implement

3.2 The demonstration covers the ability to monitor, Data Protection appropriate backup and recovery of FAIS Ombud

troubleshoot, and maintain the CRM; manage and data.

safely deploy system changes and enhancements; 5

and implement appropriate backup and recovery for

FAIS Ombud data.

4.1 The demonstration does not cover the ability to take

Demonstrate the ability to take over and support the over and support the existing CRM from the incumbent

existing CRM from the incumbent through effective through effective knowledge transfer, assessment of4. Transition, Takeover & 20 knowledge transfer, assessment of the existing 0 the existing environment, documentation, risk Continuity of Service environment, documentation, risk management and management and continuity of service.

continuity of service.

Issue date 10 september 2026 of 36

Initial bidder’stitle FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system including azure blob storage] here  initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft dynamic

365 system including azure blob storage

4.2 The demonstration covers some, but not all, of the

required areas relating to the transition and takeover of

the existing CRM environment.

4.2.1 The demonstration has covered the ability to take over

and support the existing CRM from the incumbent but

does not cover knowledge transfer, assessment of the

existing environment, documentation, risk

management and continuity of service. Or the

demonstration has not covered the ability to take over

and support the existing CRM from the incumbent but 2.5

covered knowledge transfer, assessment of the

existing environment, documentation, risk

management and continuity of service

4.3 The demonstration covers the ability to take over and

support the existing CRM from the incumbent through

effective knowledge transfer, assessment of the existing 5

environment, documentation, risk management and

continuity of service.

Total 100

Issue date 10 september 2026 of 36

Initial bidder’stitle FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system including azure blob storage] here  initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system including azure blob

Storage

33. Preference point system

33.1 General conditions

34.1.1 The applicable preference point system for this tender is the 80/20 preference

point system.

34.1.2 Points for this tender (even in the case of a tender for income-generating contracts)

shall be awarded for Price and Specific Goals.

33.2 The maximum points for this tender are allocated as follows:

Points

Price 80

Specific goals 20

Total points for Price and SPECIFIC GOALS 100

33.3 Failure on the part of a tenderer to submit proof or documentation required in terms of this

tender to claim points for specific goals with the tender, will be interpreted to mean that

preference points for specific goals are not claimed.

33.4 The organ of state reserves the right to require a tenderer, either before a tender is

adjudicated or at any time subsequently, to substantiate any claim in regard to preferences,

in any manner required by the organ of state.

33.5 Formulae for procurement of goods and services

Points awarded for price

The 80/20 Preference Point System

A maximum of 80 points is allocated for price on the following basis:

80/20 PPPP−PPPPPPPP Where, PPPP= 8888ቀ11− PPPPPPPPቁ

Ps = Points scored for the price of tender under consideration

Pt = Price of tender under consideration

Pmin = Price of lowest acceptable tender

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system initial here bidder’s

Title including azure blob storage]  ini

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system including azure blob

Storage

33.6 Points awarded for specific goals

34.6.1 The applicable preference point for this tender is 80/20. While 80 will be allocated for

price and 20 for specific goals indicated in table 5 below.

Table 4

80/20 specific goals preference proof of claim for a allocated

Points points specific goal

Allocated

BEE Certificate/Sworn ≥ 51% black owned 10 Affidavit/Latest CSD report

≥ 31 % black BEE Certificate/Sworn 6 women-owned Affidavit/Latest CSD report

BEE Certificate/Sworn QSE or EME 4 Affidavit/Latest CSD report

Total 20

34. Additional information required

34.1 The following compulsory additional information is required. Failure to complete and

supply any of these documents will lead to disqualification of this bid.

Table 5

Not eligibility/mandatory requirement comply comply

1. Proof of registration on the National Treasury Central Supplier Database

with a compliant tax status

2. Submission of completed SBD 1
3. Submission of completed SBD 3.1
4. Submission of completed SBD 4
5. Submission of completed SBD 6.1
6. Submission of quotation
7. Submission of proof that a bidder is a Microsoft Certified Partner
8. The bidder must submit a detailed takeover plan for the current CRM

Microsoft Dynamics 365 system, and the integration plan of the SMS

services. The plan should include the following, but not limited to:

8.1 The takeover plan should clearly define deliverables and timelines not

exceeding one month. IT Strategy and Architecture.

8.2 The integration plan should outline how the MS CRM Dynamics 365 system

and SMS will be seamlessly integrated.

8.3 The service provider should explain how the support and maintenance plan

will be provided post integration.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system initial here bidder’s

Title including azure blob storage]  ini

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system including azure blob

Storage

8.4 The service provider should explain how the system will enable the

automatic sending of a customer survey link to both the complainant and

the respondent immediately after a case has been concluded.

8.5 The plan must demonstrate the bidder’s ability and capability to automate

manual processes, including automated correspondence,

acknowledgment, requests for information, reminder notices, follow-ups

and closure notifications.

8.6 The plan must demonstrate the bidder’s capability to improve document

uploading, storage and search functionality on CRM. Furthermore,

implement functionality to identify duplicate complaints and related

records.

The takeover plan must address all the key areas outlined in paragraphs 8.1 and

8.6. Failure to include any of these key areas will result in the bidder being

disqualified.

35. Timeline of the bid process

35.1 The period of validity of the tender and the withdrawal of offers, after the closing date and

time, is 90 days, expiring on 10 January 2027. The project timeframes of this bid are set

out below:

Table 6

Estimated

Completion date stage description of stage (or work week

Ending)

Advertisement of bid on the Government e-tender portal 1. 10 September 2026 /print media / Tender Bulletin

2. Briefing session 17 September 2026

Deadlines for the submission of questions relating to the bid 3. 25 September 2026 by the bidders

4. Bid closing date 12 October 2026
5. Compliance: Bid Evaluation Committee 16 October 2026
6. Functional Evaluation: (Desktop) 23 October 2026
7. Functional Evaluation: (Presentation) 02 November 2026
8. Preference Point System: Evaluation 05 November 2026
9. Bid Award: Bid Adjudication Committee 13 November 2026
10. Notification of the outcome to the bidders 16 November 2026
11. All dates and times in this bid are South African Standard Time.
12. Any time or date in this bid is subject to change at the FAIS Ombud’s discretion. The

establishment of a time or date in this bid does not create an obligation on the part of the

FAIS Ombud to take any action or create any right in any way for any bidder to demand that

any action be taken on the date established. The bidder accepts that, if the FAIS Ombud

extends the deadline for bid submission (the Closing Date) for any reason, the requirements

of this bid otherwise apply equally to the extended deadline.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system initial here bidder’s

Title including azure blob storage]  ini

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system including azure blob

Storage

E. Appendix a: reference list

The FAIS Ombud reserves the right to request all relevant information, agreements, and additional documentation to verify information

supplied by the service provider in the Reference List (Appendix A). Any service provider found to have submitted fraudulent, factually

incorrect, or misleading information may be disqualified at the discretion of the FAIS Ombud

Table 7

Project project NO. name of organization contact contact project email address implementation duration person number description date

Issue date 10 september 2026 of 36

Bidder’s

Title FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system including azure blob storage] initial here initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system including azure blob

Storage

F. Standard bidding documents

Standard Bidding Document (SBD 1)

Part a

Invitation to bid

You are hereby invited to bid for the requirements of the ombud for financial services providers (fais ombud)

Bid number: FAIS2026/27-T001 closing date: 12 october 2026 closing time: 11h00

Description SUPPORT-AND-MAINTENANCE-OF-CRM-MICROSOFT-DYNAMIC-365-SYSTEM and azure blob storage

Bid response documents may be deposited in the bid box situated at (street address)

All questions relating to the content of the tender (conditions, rules, terms of reference etc.) Must be

Forwarded in writing via email to tenders@fais ombud.CO.ZA

Supplier information

Name of bidder

Postal address

Street address

Telephone number code number

Cellphone number

Facsimile number code number

E-mail address

VAT registration

Number

Supplier compliance tax central

Status compliance or supplier

SYSTEM PIN: DATABASE No: MAAA

Are you the

ACCREDITED ARE YOU A FOREIGN BASED Yes No Yes NoREPRESENTATIVE IN SUPPLIER FOR THE GOODS

South africa for the /services offered? [If yes, answer the [if yes enclose proof]goods /services questionnaire below]

Offered?

Questionnaire to bidding foreign suppliers

Is the entity a resident of the republic of south africa (RSA)?

Yes NO

Does the entity have a branch in the RSA?

Yes NO

Does the entity have a permanent establishment in the RSA? yes NO

Does the entity have any source of income in the RSA? yes

NO

Is the entity liable in the RSA for any form of taxation? Yes

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system initial here bidder’s

Title including azure blob storage]  ini

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system including azure blob

Storage

NO

If the answer is “NO” to all of the above, then IT is not a requirement to register for a tax compliance status

System pin code from the south african revenue service (SARS) and if not register as per 2.3 Below.

Part b

Terms and conditions for bidding

1. Bid submission:

1.1. Bids must be delivered by the stipulated time to the correct address. Late bids will not be accepted

For consideration.

1.2. All bids must be submitted on the official forms provided (not to be re-typed) or in the manner

Prescribed in the bid document.

1.3. This bid is subject to the preferential procurement policy framework act, 2000 and the

Preferential procurement regulations, the general conditions of contract (gcc) and, if

Applicable, any other special conditions of contract.

1.4. The successful bidder will be required to fill in and sign a written contract form (sbd7).

2. Tax compliance requirements

2.1 Bidders must ensure compliance with their tax obligations.

2.2 Bidders are required to submit their unique personal identification number (pin) issued by SARS to

Enable the organ of state to verify the taxpayer’s profile and tax status.

2.3 Application for tax compliance status (tcs) pin may be made via e-filing through the SARS website

Www.SARS.GOV.ZA.

2.4 Bidders may also submit a printed tcs certificate together with the bid.

2.5 In bids where consortia / joint ventures / sub-contractors are involved; each party must submit a

Separate tcs certificate / pin / csd number.

2.6 Where NO tcs pin is available but the bidder is registered on the central supplier database (csd), a

Csd number must be provided.

2.7 NO bids will be considered from persons in the service of the state, companies with directors who

Are persons in the service of the state, or close corporations with members persons in the

Service of the state.”

Nb: failure to provide / or comply with any of the above particulars may render the bid invalid.

Signature of bidder:

...................................................

Capacity under which this bid is signed:

...................................................

(Proof of authority must be submitted e.g. company resolution)

Date:

.................................

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system initial bidder’s

Title including azure blob storage] here  initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system including azure blob

Storage

Standard Bidding Document (SBD 3.1)

Pricing schedule – firm prices

(Purchases)

Note: only firm prices will be accepted. Non-firm prices (including prices subject

To rates of exchange variations) will not be considered

In cases where different delivery points influence the pricing, a separate

Pricing schedule must be submitted for each delivery point

Name of bidder.......................................... Bid number......................................................

Closing time 11:00 closing date............................................................

Offer to be valid for.........DAYS From the closing date of bid.

Item NO. quantity description bid price in RSA currency

** (All applicable taxes included)

Required by: ..............................................................................................................................................

At: .......................................................................................................

........................................................................................................

Brand and model ........................................................................................................

Country of origin ................................................................................................

-Does the offer comply with the specification(s)? *YES/NO

If not to specification, indicate deviation(...............................................................................................

Period required for delivery ...........................................................................................................

*Delivery: Firm/not firm

Delivery basis .............................................................................................................

Note: All delivery costs must be included in the bid price, for delivery at the prescribed destination.

** “all applicable taxes” includes value-added tax, pay as you earn, income tax, unemployment insurance

fund contributions and skills development levies.

*Delete if not applicable

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system initial bidder’s

Title including azure blob storage] here  initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system including azure blob

Storage

Standard Bidding Document (SBD4)

Bidder’s disclosure

1. Purpose of the form

Any person (natural or juristic) may make an offer or offers in terms of this invitation to bid. In line

with the principles of transparency, accountability, impartiality, and ethics as enshrined in the

Constitution of the Republic of South Africa and further expressed in various pieces of legislation,

the bidder is required to make this declaration in respect of the details required hereunder.

Where a person/s is listed in the Register for Tender Defaulters and/or the List of Restricted

Suppliers, that person will automatically be disqualified from the bid process.

2. Bidder’s declaration

2.1 Is the bidder, or any of its directors / trustees / shareholders / members /partners

or any person having a controlling interest1 in the enterprise, employed by the state? YES/NO

2.1.1 If so, furnish particulars of the names, individual identity numbers, and, if applicable,

state employee numbers of sole proprietor/ directors / trustees / shareholders / members/

partners or any person having a controlling interest in the enterprise, in table below.

Full Name Identity Number Name of State institution

1the power, by one person or a group of persons holding the majority of the equity of an enterprise, alternatively, the person/s

having the deciding vote or power to influence or to direct the course and decisions of the enterprise.

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system initial bidder’s

Title including azure blob storage] here  initials

FAIS2026/27-T001

Support and maintenance of CRM microsoft

Dynamic 365 system including azure blob

Storage

2.2 Do you, or any person connected with the bidder, have a relationship with any person

who is employed by the procuring institution? YES/NO

2.1.2 If so, furnish particulars:

..................................................................................................................................

.................................................................................................................................

2.3 Does the bidder or any of its directors / trustees / shareholders / members / partners or any

person having a controlling interest in the enterprise have any interest in any other related

enterprise whether or not they are bidding for this contract? YES/NO

2.1.3 If so, furnish particulars:

..............................................................................................................................................

..............................................................................................................................................

1. Introduction

1.1 The Office of the Ombud for Financial Services Providers (FAIS Ombud) was established by the

Financial Advisory and Intermediary Services Act . The FAIS Ombud’s role is to

resolve disputes between financial services providers and their clients in a procedurally fair,

informal, economical, and expeditious manner, as well as by reference to what is equitable in

all circumstances.

1.2 The mission of the FAIS Ombud is to promote consumer protection and contribute to the

integrity of the financial services industry by resolving complaints in a manner that is impartial,

expeditious, economical, accessible, and, at all times, equitable. Visit the FAIS Ombud website,

www.faisombud.co.za, for further information about the FAIS Ombud.

1.3 The FAIS Ombud office is located in the East of Pretoria in Gauteng at Menlyn Central Office

Building,11th Floor, 125 Dallas Avenue, Waterkloof Glen, Pretoria 0010.

1.4 This tender is subject to the Preferential Procurement Policy Framework Act No. and

the Preferential Procurement Regulations, 2022, the General Conditions of Contract (GCC),

(attached as Annexure A) and if applicable, any other special conditions of contract. Where,

however, the special conditions of the contract are in conflict with the general conditions of

the contract, the special conditions of the contract prevail.

1.5 All information, including personal information, collected during this process will be treated as

confidential and processed in accordance with the FAIS Ombud Protection of Personal

for the current CRM Microsoft Dynamics 365 system and Azure Blob Storage for a period of

three (3) years. The bidder must submit proof of Microsoft accreditation as a business partner

(refer to paragraph 35.1 below).

23.2 The bidder is also expected to provide and implement an SMS solution that will integrate with

the current CRM Microsoft Dynamics 365 system.

24. Background

24.1 Current CRM Microsoft Dynamics 365 System

24.1.1 In executing its mandate, the FAIS Ombud resolves disputes between Financial Services

Note: All delivery costs must be included in the bid price, for delivery at the prescribed destination.

** “all applicable taxes” includes value-added tax, pay as you earn, income tax, unemployment insurance

fund contributions and skills development levies.

*Delete if not applicable

Issue date 10 september 2026 of 36

FAIS202627-T001 [support and maintenance of CRM microsoft dynamic 365 system initial bidder’s

Title including azure blob storage] here  initials

FAIS2026/27-T001

Stage One checks compliance with administrative and mandatory requirements. Stage Two assesses functionality, including reference letters and experience. Bidders who fail mandatory requirements or submit incomplete information may be disqualified.