Microsoft dynamics 365 ERP support and maintenance – 6-Month contract

The Public Service Sector Education and Training Authority (PSETA) requires a service provider to support and maintain its Microsoft Dynamics 365 Enterprise Resource Planning (ERP) system for six months.

Background:

• PSETA implemented Microsoft Dynamics 365 (Finance & Operations & CRM) in 2020.
• The current support contract expires on 31 July 2026.
• The new provider will receive handover documentation for the existing system.

Scope includes:

• Enhancing configurations and customizations.
• Providing ongoing platform application support.
• Supporting end-users and managing change requests.
• Assisting with SETMIS and NLRD reporting.
• Weekly cloud infrastructure support.

System details:

• Microsoft Dynamics 365 with 60 users.
• Customized CRM and Performance Development System.
• Specific versions listed for Finance & Operations and CRM.
• Three environments: UAT, CONFIG, PRODUCTION.

The contract is for six months, and the service provider reports to the ICT Manager.

• Closing date for bid submission: 24 July 2026.
• Closing time: 11:00.
• No briefing session or site visit is mentioned.
• Bid validity period: 90 days from the closing date.

• For bidding procedure enquiries: Contact Ursula Mathonsi, Manager: Supply Chain Management.

• Email: [email protected]
• Telephone: 012 423 5700

• For technical enquiries: Contact Phuti Mphaga.

• Email: [email protected]
• Telephone: 012 423 5700

• Physical submission address: Ground Floor, Woodpecker Building, Hillcrest Office Park, 177 Dyer Road, Lynwood, Pretoria.

• Submit three copies (one original, two copies) of your bid proposal.
• Deliver bids physically to the bid box at: Ground Floor, Woodpecker Building, Hillcrest Office Park, Lynwood, Pretoria.
• Closing date: 24 July 2026. Closing time: 11:00. Late bids will not be accepted.
• No electronic submissions are allowed.
• Ensure all Standard Bidding Documents (SBDs) are completed and signed: SBD1, SBD4, SBD6.1.
• Include mandatory documents: proof of Central Supplier Database registration, General Conditions of Contract (each page signed/initialled), Microsoft Cloud Partner Letter.
• Failure to submit any required document will disqualify your bid.
• Bid validity period is 90 days from the closing date.

Must meet minimum functionality score of 75/100; must submit all mandatory SBD forms (SBD1, SBD4, SBD6.1) completed and signed; must provide proof of Central Supplier Database registration; must submit General Conditions of Contract initialed/signed; must have Microsoft Cloud Partner status; tax matters must be in order with SARS compliance.

Scope: Support and maintain the Microsoft Dynamics 365 ERP system (CRM, Finance & Operations) for six months.

Key deliverables:

• Enhance configurations and customizations.
• Provide ongoing platform application support and maintenance.
• Support end-users via email, phone, or site visits.
• Manage change requests per PSETA procedures.
• Support quarterly SETMIS reporting and National Learner Reporting Database (NLRD) reporting.
• Provide weekly cloud infrastructure support (limited to Dynamics 365 Application Platform).

Service Level Agreement (SLA) Targets:

• Priority 1 (Critical): Response within 15–30 minutes, resolve within 4 hours.
• Priority 2 (High): Response within 1 hour, resolve within 8 business hours.
• Priority 3 (Medium): Response within 4 business hours, resolve within 2 business days.
• Priority 4 (Low): Response within 1 business day, resolve within 5 business days.
• Priority 5 (Enhancement): Response within 2 business days, managed via Change Management.

System details:

• Microsoft Dynamics 365 (CRM, Finance & Operations).
• 60 users.
• CRM fully customized; Operations includes a customized Performance Development System.
• Installed product version: 10.0.47; platform version: Update71 (7.0.7858.111).
• CRM Dataverse version: 9.2.26062.155.
• Environments: UAT, CONFIG, PRODUCTION.
• The service provider must report directly to the ICT Manager.

• Pricing must be a fixed monthly rate, inclusive of VAT, for the six-month duration.
• PSETA may request a detailed breakdown of rates.
• PSETA reserves the right to negotiate the price.

• Provide a valid Tax Compliance Status (TCS) PIN from SARS or proof of exemption.
• If no TCS PIN, provide your Central Supplier Database (CSD) number.
• For consortia/joint ventures, each party must submit a separate TCS certificate/PIN/CSD number.
• Submit a certified copy of your B-BBEE certificate or an affidavit.
• Submit a copy of your organization's registration document (CIPC).
• Ensure compliance with Standard Bidding Documents (SBDs) and General Conditions of Contract.

The bid evaluation uses a two-phase process:

• Phase 1: Functionality Evaluation (100 points). Bids must score at least 75 points to qualify. Criteria:

1. Methodology/Project Plan (30 points): Evaluated on the strength and detail of the proposal.
2. Account/Project Manager Skills & Experience (10 points): Based on years of experience in software development, support, and maintenance (Cloud & Microsoft Applications).
3. History of Successful Delivery (10 points): Number of relevant reference letters from the past five years.
4. Support Team Experience, Skills, and Qualifications (30 points): Combined years of experience in the field.
5. Additional unspecified criteria (20 points).

• Phase 2: Preferential Points (80/20 system).

• Price: 80 points.
• Specific Goals: 20 points for B-BBEE categories: Black-owned (8 points), Women-owned (4 points), Youth-owned (5 points), Disability-owned (3 points).