Request for proposal (RFP) the appointment of a service provider to provide information & communication technology (ICT) support, maintenance, and repairs at the kwazulu-natal museum for 5 years (60 months)

• RFP Closing Date and Time: 27 July 2026 at 12:00.
• RFP Opening Date: 21 July 2026.

• For submission and enquiries: Email [email protected].
• For further information or queries: Contact Ms. Vuyokazi Mncwabe and Mr. Siphamandla Dlamini at 033 341 0500.
• Museum location: 237 Jabu Ndlovu Street, Pietermaritzburg.

• Submit your proposal via email to [email protected] and [email protected] by 12:00 on Thursday, 27 July 2026. Late submissions will not be considered.
• Include your complete legal name, business and mailing addresses.
• The Museum reserves the right to amend, recall, or revise the RFP, reject any or all proposals, and not make an appointment.
• All submitted proposals become the property of the Museum.

• Technical proposal must include a cover letter with firm details, state of incorporation, licenses/accreditations, executive summary, and identification of sub-consultants/contractors.
• Submit quotation to [email protected] and [email protected] by the deadline.

Must submit CSD Supplier Number, Tax PIN Certificate, and B-BBEE Certificate; provide minimum 3 traceable reference letters on client letterhead for similar projects (preferably 5); demonstrate experience in providing maintenance to public entities; include detailed team structure with qualified personnel; show proof of compliance with all applicable laws; proposals must be complete and address all RFP specifications.

• Scope: Provide proactive and reactive ICT technical support, maintenance, and repairs for 5 years (60 months).
• Systems covered: Servers, desktops, laptops, printers, switches, routers, network infrastructure, peripheral equipment.
• Services include: Telephonic and email support, on-site visits for major issues, disaster recovery and data backup management, remote monitoring and support.
• Hardware support: Networking, server, storage support, and enterprise architecture documentation (including network diagrams).
• Server maintenance: Check event logs, ensure efficient operation, maintain anti-virus/anti-malware software, apply Windows updates, patch management, vulnerability assessments, firewall management, ICT risk management, backup testing and restoration, enforce IT policies.
• Software support: Support for Windows 7, 8, 10 and MS Office; monitor security software effectiveness; produce quarterly security reports; annual software upgrades and licensing; provide professional advice on upgrades.
• Additional technical support for items not covered in the specification will be quoted hourly (rates to be provided in pricing schedule).
• Deliverables: Functional technical support, maintenance, repairs, and support services.
• Project meetings: Inception, monitoring, technical, and close-out meetings, all documented for audit.
• Reporting: Produce reports as required.
• Direct reporting to the KwaZulu-Natal Museum IT Technician.

• Provide telephonic and email support throughout the maintenance period. If via help desk, turnaround time will be defined in an agreed SLA.
• Provide on-site visits for major issues requiring in-person resolution.
• Ensure disaster recovery capability and regular data backup functions per organisational policies.
• Hardware support includes networking, server, storage support, and enterprise architecture documentation.
• Project meetings: Inception, monitoring, technical, and close-out meetings, all documented for audit.
• Produce reports as required.
• Direct reporting lines to the KwaZulu-Natal Museum IT Technician.

• Provide at least five (5) client traceable references on letterhead with contact details as evidence of successful completion of similar projects. Points awarded only if minimum three (3) references submitted.
• Provide organization chart showing all key team members, their levels/categories, titles, and representing organization (for joint ventures/sub-consultants).
• Provide resumes for all proposed personnel, showing number and type of employees with technical expertise (backed by qualifications).
• Provide proof of competency in providing maintenance, support, and repairs.
• Guarantee availability of Project Leader/Account Manager throughout the assignment.
• Provide referral letters as evidence of providing maintenance, support, and repairs to public entities.

• Server maintenance tasks: Check event logs for errors, ensure efficient server operation, maintain anti-spyware/anti-malware/anti-virus software, apply Windows updates.
• Implement patch management with dashboard/log to track status and compliance.
• Conduct vulnerability management with defined scope and frequency.
• Perform firewall management: maintain rule register and schedule regular reviews.
• Conduct Disaster Recovery Plan (DRP) testing at least annually (tabletop exercise if full-scale not possible).
• Conduct ICT risk management.
• Ensure backups are operational and test restore at least monthly.
• Enforce and enhance Museum IT policies.

• Provide fixed hourly rates for the 5-year contract.
• Include monthly Service Level Agreement (SLA) fee for each year (Year 1 to Year 5).
• Include ad-hoc support charges: Rates per month for Consultant Grade 1, Consultant Grade 2, after-hours (Monday to Friday), and after-hours (Sundays and Holidays) for each year.

• Provide fixed hourly rates for the duration of the 5-year contract.
• Pricing schedule must include: Monthly Service Level Agreement (SLA) fee for each year (Year 1 to Year 5).
• Ad-hoc support charges: Rates per month for Consultant Grade 1, Consultant Grade 2, after-hours (Monday to Friday), and after-hours (Sundays and Holidays) for each year.
• Payment terms: Payment within 30 days from invoice date.

• Mandatory documents: CSD Supplier Number, Tax Pin Certificate, and B-BBEE Certificate.
• Must comply with all relevant legislation and regulations.
• Technical proposal must include: Cover letter with firm details, state of incorporation, licenses/accreditations, executive summary, and identification of sub-consultants/contractors.
• Experience proof: Provide at least five (5) client traceable references on letterhead with contact details. Points awarded only if minimum three (3) references submitted.
• Key team requirements: Provide organization chart, resumes of all proposed personnel, proof of competency, and guarantee availability of Project Leader/Account Manager.
• Experience with public entities: Provide referral letters as evidence of providing maintenance, support, and repairs to public entities.

• Specific goals points under the 80/20 system: Black ownership (6), Women ownership (2), Youth ownership (2), Disabled ownership (2), Locality (8).
• Points claimed must be supported by proof/documentation as stated in the tender conditions.

• Contract duration: 5 years (60 months).
• Additional technical support for items not covered in the specification will be treated as new projects and quoted on an hourly rate (office and after-hours rates to be supplied in pricing schedule).
• Service provider must guarantee availability of Project Leader/Account Manager. If replacement is needed, a transition period must be agreed with the Museum.
• Changes to scope require approval from the KwaZulu-Natal Museum.
• Payment terms: Within 30 days from invoice date.
• Service provider must abide by all relevant legislation and regulations.

• Proposal must be submitted by the closing date and time; late submissions not accepted.
• Proposal must show bidder's complete legal name and business/mailing addresses.
• The Museum reserves all rights to amend, recall, revise, reject, or not appoint.
• All proposals become the property of the Museum.

• Eligibility criteria: Provide CSD Supplier Number, Tax Pin Certificate, and B-BBEE Certificate.
• The Museum may amend, recall, or revise the RFQ, reject any or all proposals, and not make an appointment.
• Service provider must abide by all relevant legislation and regulations.
• Mandatory compliance with all RFP requirements; failure results in disqualification.

• Evaluation stages: Stage 1 (Eligibility Criteria) and Stage 2 (Price and Specific Goals).
• Price points calculated using the 80/20 preference point system formula.
• Specific goals points allocated as per table: Black ownership (6), Women (2), Youth (2), Disabled (2), Locality (8).
• Points rounded to two decimal places. Tie-breakers: highest specific goal points, then drawing of lots.