Halo itsm solution support, maintenance, enhancement and expansion

Closing date: 17 September 2026, 11:00. Services commence by 01 November 2026. Final product delivered by 31 March 2027. Current licenses expire 31 October 2026 and must be renewed before expiry. Validity period of proposal: 90 days from closure.

Direct bidding procedure and technical enquiries: Supply Chain Management, contact number 012 641 6000, email [email protected]. Delivery address: Tender Box, Financial Intelligence Centre, Byls Bridge Office Park, Building 11, 13 Candela Street, Highveld Ext 73, Centurion. Access pin requests: [email protected]. Fraud reporting: [email protected] or Fraud Hotline 0800 701 701.

Submit one original printed copy and one electronic copy (preferably on a memory stick) of the RFB document. Deliver to the Tender Box at Financial Intelligence Centre, Byls Bridge Office Park, Building 11, 13 Candela Street, Highveld Ext 73, Centurion. Bidders must request an access pin 24 hours in advance from [email protected] and present an ID or valid driver's licence at the main gate. Bids must be on official forms, not re-typed. Late bids will not be accepted. Proof of authority (e.g. company resolution) must accompany the signature.

Evaluation follows three stages: pre-selection (mandatory requirements), technical specification compliance, then price and specific goals. The 80/20 preference point system applies: 80 points for price, 20 points for B-BBEE status level. Price points calculated as Ps = 80(1 - (Pt - Pmin)/Pmin). B-BBEE points: Level 1 = 20, Level 2 = 18, Level 3 = 14, Level 4 = 7, Level 5 = 4, Level 6 = 2, Levels 7-8 and non-compliant = 0. Only bids fully complying with technical specifications are evaluated further. The FIC may negotiate terms and is not obliged to accept the lowest price.

Scope includes enhancement, configuration and expansion of the FIC's existing HALO ITSM Solution. Key areas: ICT Change Management (standard change templates, automatic publication of Forward Schedule of Change, incident linking); Problem Management (link incidents to problems, remove SLA from problem tickets); Approvals (SLA starts after approvals, alternate approvers, notifications); Ticket Status and SLA (SLA extension approvals, pending status rules, SLA clock review); Incident and Service Requests (child tickets, recategorisation); Service Categories and Self-Service portal (review categories, VPN access requests); System notifications (review and update); Knowledge Base (approval processes); Dashboards and Reports (fix, create monthly dashboard, add reports); Appointment scheduling (integrate with Outlook); License configuration. Additional tenants: onboard three divisions, configure per operational requirements, access restrictions, scalability. Administration: define roles, training, update manuals. Public Query Process enhancements: search functionality, knowledge base, historic view, phone query workflow, reports, level 2 categories, response templates, document handling, notifications, bulk responses, spam filtering, reporting accuracy, dashboards, categorisation, audit trails, template library, draft response save, duplicate query linking, mandatory categorisation. Support services: system administration functions, enhancement assistance, incident and problem resolution, 15 support hours per month with carry-over, bi-monthly service review meetings.

FIC may reject a proposal if the recommended bidder has committed a proven corrupt or fraudulent act in competing for the contract. FIC may disregard bids if the bidder or any director has abused the FIC's supply chain management system, committed proven fraud or improper conduct, or failed to perform on previous contracts. Such actions will be communicated to National Treasury.

Quality management aspects include: enhance audit trails, ensure correct email addresses for receipts, improve CAP Quality Assurance landing page to show initial query and response, provide template library for responses, add save button to draft response box, option to link duplicate queries, dashboard accessibility for officers, mandatory categorisation of PQP's, document handling (view attachments without download, distinguish client-submitted vs user-attached documents, ensure documents attached by CAP officers are sent to client), admin assigning reports, status change notifications, closed queries reopen option, bulk response functionality, spam query filtering, reporting accuracy (outstanding queries per CAP officer), enhance dashboard for CAP Quality Assurance.

Pricing schedule: Template 1 for enhancements (initial assessment, planning, implementation, testing, handover and training). Template 2 for licensing and support and maintenance services over three years, including existing licenses (11 named fixed, 23 concurrent floating) and additional licenses (3 named fixed, 3 concurrent floating). Total bid price including VAT. Validity period 90 days from closure.

Pricing must be submitted using provided templates. Template 1 - Enhancements: deliverables include Initial Assessment, Planning and definition of strategy, Implementation, Testing, Handover and Training. Template 2 - Licensing and Support and Maintenance Services over three years: existing licenses (11 named fixed, 23 concurrent floating) and additional licenses (3 named fixed, 3 concurrent floating). Pricing must include additional new licenses co-termed with existing ones. Total bid price including VAT. Validity period 90 days from closure.

Mandatory requirements: CSD registration (submit valid CSD report or supplier number); valid B-BBEE certificate or sworn affidavit (SANAS accredited or as prescribed); completed and signed SBD 1 (invitation to bid); completed and signed SBD 4 (bidder's disclosure); completed SBD 6.1 (preference points claim); HALO OEM accreditation as implementation delivery partner (attach valid proof); completed pricing schedule. Failure to comply with mandatory requirements 1, 3, 4, 6, 7 results in disqualification; failure on 2 and 5 forfeits preference points. Tax compliance: submit SARS TCS PIN or CSD number; consortia/joint ventures must each submit separate TCS or CSD. Bids from persons in service of the state or with directors in service of the state will not be considered.

Contract duration: services commence by 01 November 2026, final product delivered by 31 March 2027. Project plan must be submitted and approved. Support services period three years, annually renewable based on performance. FIC has right to negotiate terms and conditions including price; not obliged to accept lowest price. Contract only concluded when reduced to writing and signed by designated responsible persons. FIC may reject bids for proven fraud or corruption. Payment terms: invoicing per VAT Act, payment within 30 days of valid invoice. FIC may request presentations or demonstrations from short-listed bidders.

Special Conditions of Contract: FIC has the right to negotiate terms and conditions including price; FIC not obliged to accept lowest price; contract only concluded when signed in writing; FIC may reject bids for proven fraud or corruption; payment terms include invoicing per VAT Act, payment within 30 days of valid invoice; FIC may request presentations or demonstrations from short-listed bidders.

Mandatory requirements: CSD registration, valid B-BBEE certificate or sworn affidavit, completed SBD 1 and SBD 4 forms, SBD 6.1 preference points claim, HALO OEM accreditation as implementation delivery partner, completed pricing schedule. Failure to comply with mandatory requirements 1, 3, 4, 6, 7 results in disqualification; failure on 2 and 5 forfeits preference points.

Evaluation process: pre-selection on mandatory requirements, then technical specification compliance, then price and specific goals using 80/20 preference point system (80 points price, 20 points B-BBEE status level). Price formula: Ps = 80(1 - (Pt - Pmin)/Pmin). Adjudication by award structure; FIC may negotiate.