Appointment of a service provider for the support and maintenance of the queue management system (qms) for a period of thirty-six (36) months

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Bidder must be registered on the National Treasury Central Supplier Database (CSD). Valid SARS Tax Compliance Status (TCS) PIN or certificate required. Must be an accredited SEDCO Partner (certificate or letter). Minimum 5 years' experience in enterprise application support and maintenance with at least 3 reference letters. Proposed team members must have minimum 5 years' relevant experience. B-BBEE Status Level Verification Certificate or Sworn Affidavit (for EMEs/QSEs) required to claim preference points. No bids accepted from persons in the service of the state or entities with directors/members in state service. Completed and signed SBD 1 (Invitation to Bid), SBD 4 (Declaration of Interest), and SBD 6.1 (Preference Points Claim) must be submitted.

The Cross-Border Road Transport Agency (C-BRTA) has implemented a SEDCO Queue Management

System (QMS) to improve customer service delivery by effectively managing visitor flow, reducing waiting

times, monitoring service turnaround times, and providing real-time operational reporting and performance

analytics.

The current Support and Maintenance Agreement for the Queue Management System expire on 31 March

2027. To ensure uninterrupted service delivery, business continuity, system reliability, and ongoing

technical support, the Agency intends to appoint a suitably qualified and experienced Service Provider to

provide comprehensive support, maintenance, upgrades, and enhancement services for the Queue

Management System for a further period of Thirty-Six (36) Months.

The successful Service Provider will be expected to maintain the operational integrity of the solution while

ensuring that the system continues to meet evolving business and operational requirements throughout the

contract period.

The purpose of this Terms of Reference (TOR) is to appoint a qualified Service Provider to provide

comprehensive support, maintenance, monitoring, software upgrades, technical assistance, and

enhancement services for the Queue Management System.

The SEDCO Queue Management System is a business-critical solution currently deployed within the

Agency to improve customer service delivery and operational efficiency.

The system is utilised to:

• Manage customer queues and appointments.

• Direct customers to the appropriate service counters.

• Monitor customer waiting and service times.

• Produce operational, management and statistical reports.

• Improve customer experience and service efficiency.

• Provide real-time monitoring of service delivery performance.

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Given the importance of the system in supporting daily operations, the Agency requires a strategic technology

partner capable of providing proactive maintenance, responsive technical support, continuous system

monitoring, software updates, and approved system enhancements to ensure maximum system availability and

business continuity.

5. Cbrta sedco queue management system architecture

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6. Objectives

The objectives of this assignment are to:

• Ensure continuous availability and optimal performance of the Queue Management System.

• Provide preventative, corrective and adaptive maintenance services.

• Resolve incidents, defects and system failures within agreed Service Level Agreements

(SLAs).

• Provide technical and functional support to end-users and system administrators.

• Ensure software components remain fully supported through regular patches, updates and

version upgrades.

• Perform approved system enhancements and improvements where required.

• Protect the integrity, availability and security of system data.

• Continuously monitor system performance and provide recommendations for optimisation.

• Produce regular service performance reports and management information.

• Facilitate knowledge transfer and provide user training where required.

The Agency hereby wishes to appoint a successful bidder to provide comprehensive support,

maintenance, enhancement, and technical services for the SEDCO Queue Management System

(Qms).

The scope of work shall include, but not be limited to, the following service categories:

1. System Support

• Provide support and maintenance for a period of 36 months.

• Provision for training and knowledge transfer

• Reporting services

• Service Review meetings (SLA Meetings)

2. Corrective Maintenance

Corrective Maintenance shall include diagnosing, analysing and correcting defects, faults, bugs and

system errors affecting the SEDCO Queue Management System (QMS) solution.

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3. Adaptive Maintenance

Adaptive Maintenance shall include modifications required to enable the SEDCO Queue Management

System (QMS) solution to remain compatible with changing business, legislative and technical

environments.

4. Perfective Maintenance

Perfective Maintenance shall involve enhancements intended to improve the usability, reliability,

maintainability, scalability and overall performance of the SEDCO Queue Management System (QMS)

solution.

5. System Enhancement

The successful bidder must be able to implement the requested enhancements on an ongoing basis

as and when required.

8. Expected documentation

The successful Service Provider shall provide the following deliverables/documentation throughout the

contract period:

• Support and Maintenance Plan.

• Monthly Support and Maintenance Reports.

• Service Level Agreement Reports.

• Incident and Problem Registers.

• Root Cause Analysis Reports.

• Change Management Reports.

• Updated Technical Documentation.

• Updated User Manuals.

• Training Materials.

• Knowledge Transfer Documentation.

• Annual Technology Refresh and Improvement Recommendations, if any.

9. Mandatory requirements

The service provide should be an accredited SEDCO Partner (SEDCO Partner Certificate or Letter must

be submitted).

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10. Technical evaluation

The evaluation of proposals will be conducted in accordance with the 80/20 Preferential Procurement

Preference Points System as prescribed by the Preferential Procurement Regulations, 2022.

The evaluation process will consist of the following three (3) phases:

• Functionality (Comply / Not Comply)

• Price (80 Points)

• Specific Goals (20 Points)

Bidders are required to submit sufficient documentary evidence to demonstrate compliance with each of

the mandatory requirements listed below. The C-BRTA reserves the right to verify all information

submitted and to request additional supporting documentation where necessary.

Failure to comply with any of the mandatory requirements below will result in the bid being declared non-

responsive and it will not be considered for further evaluation.

Mandatory Evaluation Criteria Comply Do Not

Comply

Proposal fully addresses the Scope of Work as outlined ☐ ☐

in the Terms of Reference.

Bidder has a minimum of five (5) years' experience in ☐ ☐

providing application support and maintenance services

for enterprise information systems of a similar nature,

Company profile and reference letters (Minimum 3

Reference Letters) must be provided.

The proposed Support and Maintenance Team includes ☐ ☐

suitably qualified personnel with a minimum of five (5)

years' relevant experience in their respective disciplines.

Detailed CVs must be submitted.

Bidder demonstrates experience in corrective, preventive, ☐ ☐

adaptive and perfective maintenance of enterprise

applications.

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Bidder demonstrates capability to provide software ☐ ☐

enhancements, bug fixes, configuration changes and

minor developments throughout the contract period.

Bidder confirms availability of technical resources to ☐ ☐

provide remote and on-site support when required.

Bidder commits to knowledge transfer, technical ☐ ☐

documentation updates, and handover of all

enhancements developed during the contract period.

Step 2: Price Evaluation

• Bidders that meet all the mandatory functionality requirements will proceed to the Price

Evaluation stage.

• Price will be evaluated in accordance with the 80/20 Preference Points System as

prescribed by the Preferential Procurement Regulations, 2022.

The bidder shall complete the pricing schedules below in full and submit them as part of the tender proposal. All

prices must be quoted in South African Rand (ZAR), inclusive of VAT where applicable. The pricing submitted

shall remain fixed for the duration of the contract unless otherwise provided for in the contract.

The pricing shall include all costs associated with providing support, maintenance, system administration,

upgrades, patches, minor enhancements, travel (where applicable), documentation, and all other services

required to fulfil the scope of work.

No Description Price in ZAR

(Incl. VAT)

1 Support and Maintenance – Monthly Service Fees (Year 1) R

2 Support and Maintenance – Monthly Service Fees (Year 2) R

3 Support and Maintenance – Monthly Service Fees (Year 3) R

4 Provision for Enhancements and Configuration Changes 30 Hours) R

Total Contract Price (Including VAT) R

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1.1. Phase 3: price and specific goals

Criteria

The following formula will be used to calculate the points for price

Where

Ps = Points scored for comparative price of bid under consideration

Pt = Comparative price of bid under consideration

Pmin = Comparative price of lowest acceptable bid

Tax compliance

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 number

Csd number must be provided

Central supplier database prior to submitting bids

Central supplier database (csd), a

Section a: sbd 1

VAT registration

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

2. Tax compliance requirements

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

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.

B-BBEE Minimum Level: 1

B-BBEE Details: Specific goals for the tender and points claimed are indicated per the table below.

Note to tenderers: Bidders must indicate how they claim points for each preference point system.

Thus, tenderers are required to indicate number of points in line with their B-BBEE Status Level

and Ownership.

Number of Means of Number of

points verification points claimed

The specific goals allocated (80/20 system) allocatedNo points in terms of this (To be (80/20 tender completed by system)

the tenderer)

A BBBEE Level 1 – 4 BBBEE or Sworn

affidavit submitted

10 with the bid

B Women owned Enterprises Central Supplier

5 Database

C Enterprises owned by Medical report

disabled people 5

D Total point claimed D= A + B + C

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Section b: terms of reference

Section d: standard bidding documents

Bidder’s disclosure sbd4

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, it is required for the bidder to make this

declaration in respect of the details required hereunder.

Where a person/s are 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, stat

practices related to bids and contracts, bids that are suspicious will be reported to the Competition

Commission for investigation and possible imposition of administrative penalties in terms of section 59 of the

Competition Act No and or may be reported to the National Prosecuting Authority (NPA) for

criminal investigation and or may be restricted from conducting business with the public sector for a period

not exceeding ten (10) years in terms of the Prevention and Combating of Corrupt Activities Act No or any other applicable legislation.

I CERTIFY THAT THE INFORMATION FURNISHED IN PARAGRAPHS 1, 2 and 3 ABOVE IS CORRECT.

6.1. Name of company/firm...............................................................................

6.2. Company registration number: .....................................................................

6.3. Type of company/ firm

 Partnership/Joint Venture / Consortium

 One-person business/sole propriety

 Close corporation

 Public Company

 Personal Liability Company

 (Pty) Limited

 Non-Profit Company

 State Owned Company

[Tick applicable box]

6.4. I, the undersigned, who is duly authorised to do so on behalf of the company/firm,

certify that the points claimed, based on the specific goals as advised in the tender,

qualifies the company/ firm for the preference(s) shown and I acknowledge that:

i) The information furnished is true and correct;

ii) The preference points claimed are in accordance with the General Conditions as

indicated in paragraph 1 of this form;

iii) In the event of a contract being awarded as a result of points claimed as shown

in paragraphs 1.4 and 4.2, the contractor may be required to furnish documentary

proof to the satisfaction of the organ of state that the claims are correct;

iv) If the specific goals have been claimed or obtained on a fraudulent basis or any

of the conditions of contract have not been fulfilled, the organ of state may, in

addition to any other remedy it may have –

(a) disqualify the person from the tendering process;

(b) recover costs, losses or damages it has incurred or suffered as a

result of that person’s conduct;

(c) cancel the contract and claim any damages which it has suffered

as a result of having to make less favourable arrangements due

to such cancellation;

(d) recommend that the tenderer or contractor, its shareholders and

directors, or only the shareholders and directors who acted on a

fraudulent basis, be restricted from obtaining business from any

organ of state for a period not exceeding 10 years, after the audi

alteram partem (hear the other side) rule has been applied; and

(e) forward the matter for criminal prosecution, if deemed necessary.

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

Signature(s) of tendere

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Surname and name: ................................................................

10. Technical evaluation

The evaluation of proposals will be conducted in accordance with the 80/20 Preferential Procurement

Preference Points System as prescribed by the Preferential Procurement Regulations, 2022.

The evaluation process will consist of the following three (3) phases

• Functionality (Comply / Not Comply)
• Price (80 Points)
• Specific Goals (20 Points)

responsive and it will not be considered for further evaluation.

Mandatory Evaluation Criteria Comply Do Not

Step 2: Price Evaluation

• Bidders that meet all the mandatory functionality requirements will proceed to the Price

Evaluation stage.

• Price will be evaluated in accordance with the 80/20 Preference Points System as

and serves as a claim form for preference points for specific goals.

1.1 The following preference point systems are applicable to invitations to tender

the 80/20 system for requirements with a Rand value of up to R50 000 000 (all

the 90/10 system for requirements with a Rand value above R50 000 000 (all

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

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

(b) Specific Goals.

1.4 The maximum points for this tender are allocated as follows

Specific goals 20

Total points for Price and SPECIFIC GOALS 100

1.5 Points for specific goals for this tender will be allocated on the basis B-BBEE Status

1.6 In order to claim points for specific goals, bidders must submit B-BBBEE Certificate