This Tender Has Expired

Closing date: 29 May 2026 at 11:00. No compulsory briefing session. All enquiries must be submitted in writing prior to the submission date.

Enquiries and submissions: Email [email protected]. Reference specific paragraph numbers in enquiries. All questions must be submitted in writing prior to the submission date.

Submit responses via email to [email protected]. Only Original Equipment Manufacturers (OEMs) or accredited partners/resellers of the OEM are eligible to respond. Clearly indicate bidding structure (individual, joint venture, consortium, or using subcontractors) and provide full company details: name, registration number, VAT number, contact person, phone, fax, email, postal and physical addresses. For joint ventures/consortiums, provide details for each member. For subcontractors, provide details for the prime contractor and each subcontractor. Disqualification risks: Companies or directors listed on the National Treasury register for Restricted Suppliers and/or Tender Defaulters will be automatically disqualified.

Eligibility: Must be the OEM or an accredited partner/reseller of the OEM. Compliance: Must be a registered service provider in terms of South African law and listed on the National Treasury Central Supplier Database (CSD). Tax compliance: Tax matters must be in order at submission. Disqualification: Companies or directors listed on the National Treasury register for Restricted Suppliers or Tender Defaulters are disqualified. Submission: Must provide a comprehensive proposed solution, implementation plan, and total cost of the proposed solution.

RAF requires a cloud-native, SaaS-based Enterprise Service Management (ESM) solution hosted in the OEM’s secure cloud within South Africa. Key requirements: High availability, scalability, resilience, and security aligned with enterprise-grade standards. ITIL v3/v4 alignment for end-to-end IT service lifecycle management. Core ITSM capabilities: Incident, Event, Request, Problem, Change Enablement, Release, Service Level, Knowledge, Service Catalogue, IT Asset, and Configuration Management (CMDB). Enterprise-wide service delivery: HR Service Management, Facilities and Asset Management, Vendor Management, and Project and Portfolio Management (PPM). Workflow automation: Configurable workflows, end-to-end process automation, governance controls (approvals, segregation of duties, policy compliance), and full audit trails. AI and automation: Intelligent ticket classification, virtual agents/chatbots, predictive analytics, automated remediation, self-healing, and proactive issue detection. Omni-channel access: Self-service portals, email, telephony, chat, virtual assistants, and mobile applications. User experience: Intuitive self-service, personalized dashboards, and consistent responsive design. Integration: APIs, web services, and pre-built connectors for IAM (e.g., Active Directory, OMADA), monitoring tools, DevOps (e.g., Jira, CI/CD), ERP/financial systems, and cloud platforms (e.g., AWS, Azure). Availability, resilience, and security: High availability, fault tolerance, disaster recovery, business continuity, seamless upgrades, data security/privacy, multi-tenancy, RBAC, end-to-end audit trails, data encryption (at rest and in transit), and compliance with POPIA, GDPR, and other regulations. Scalability: Support high transaction volumes, large user bases (3000 users), and future growth with mobile-enabled functionality. Reporting: Real-time, configurable reporting; ITIL v4-aligned dashboards; self-service/ad hoc reporting (low-code/no-code); role-based dashboards with KPIs; data integration/export via APIs; AI-driven analytics and automated report generation. Support and maintenance: 5 years of subscription, support, and maintenance, including technical support, updates/upgrades, performance optimization, and incident/problem resolution with defined response/resolution timeframes (Priority 1: 15 min/1 hr, Priority 2: 30 min/2 hrs, Priority 3: 45 min/6 hrs, Priority 4: 60 min/10+ hrs). Training and change management: Comprehensive user training, structured change management, and delivery of project artifacts (architecture diagrams, design documentation). Knowledge transfer: System administration, operational support, configuration, and customization. Subscription model: Transparent, scalable, and aligned with RAF’s strategic objectives (enterprise-wide service management, cost optimization, digital transformation).

Propose a comprehensive, transparent, and scalable subscription model for the ESM solution. Include: Implementation, configuration, and customization costs; knowledge transfer for 50 RAF officials; end-user training and train-the-trainer programs; structured change management support; project artifacts (architecture diagrams, design documentation). Annual support and maintenance hours: Year 1: 1000 hrs, Year 2-3: 700 hrs, Year 4-5: 500 hrs (unutilized hours carried over). Pricing schedule: Unit price, total price, and VAT for project management, knowledge transfer, training, and annual support/maintenance. Support response and resolution timeframes: Priority 1 (Urgent): 15 min response / 1 hr resolution; Priority 2 (High): 30 min / 2 hrs; Priority 3 (Medium): 45 min / 6 hrs; Priority 4 (Low): 60 min / 10+ hrs.

Bidders must: Be registered on the National Treasury Central Supplier Database (CSD). Have tax matters in order at submission. Not be listed on the National Treasury register for Restricted Suppliers and/or Tender Defaulters. Be the OEM or an accredited partner/reseller of the OEM. Provide a comprehensive proposed solution and implementation plan. Include the total cost of the proposed solution. Ensure compliance with POPIA, GDPR, and other applicable regulations. Data hosting: Provide verifiable assurance that all RAF data will be hosted and retained within South Africa.