Provision of a whatsapp ai-enabled omnichannel communication platform for saqa, including implementation, integration, and support services

• Closing date and time: 31 July 2026 at 11:00.
• Bid validity period: 90 days from the RFQ closing date.
• No other dates (briefings, site visits, clarification deadlines) are specified.

• For submission and general enquiries: [email protected].
• For specific enquiries: Phumudzo Silimela, email [email protected].
• No physical address, phone number, or department details are provided.

• Submit your proposal and all required documents in PDF format only.
• Email your submission to [email protected].
• Ensure all standard bid documents are signed.
• Attach the Central Supplier Database (CSD) report or your CSD unique/supplier number.
• Complete, sign, and submit the attached SBD 4 and SBD 6.1 forms.
• Submit an original or certified copy of your B-BBEE certificate or Sworn Affidavit (SANAS logo must be visible).
• Failure to submit required documents may lead to disqualification.

• Complete and sign SBD 4 (Bidder’s Disclosure) and SBD 6.1 (Preference Points Claim Form).
• Disclose any state employment, relationships with procuring institution staff, or interests in related enterprises.
• Declare that the bid is independent and without collusive practices.

1. Must pass administrative check (signed documents, CSD report). 2) B-BBEE status impacts scoring (15 points for ≥51% black ownership, 5 points for ≥30% black woman ownership). 3) No conflicts of interest per SBD4 declarations. 4) Must not be listed on tender defaulters/restricted suppliers lists. 5) Solution must have South African implementation footprint.

Scope: Provision of a WhatsApp AI-enabled omnichannel communication platform for SAQA, including implementation, integration, and support services for 12 months.

Key deliverables:

• Platform Implementation: Implement a WhatsApp Business API solution via an approved South African provider; configure and verify a dedicated WhatsApp business number; set up omnichannel capabilities.
• AI Chatbot Development: Develop an AI-powered chatbot with NLP to automate FAQs, handle enquiries, and guide applicants.
• Integration Services: Integrate with Microsoft Azure services (OpenAI, Blob Storage, APIs, Functions) and SAQA’s internal applications/databases; enable secure document upload and storage.
• Process Automation: Automate workflows for application submission assistance, status tracking/notifications, and document validation/screening; enable escalation to human agents.
• Reporting & Analytics: Provide dashboards for usage metrics, user interactions, and operational performance.
• Compliance & Security: Ensure compliance with POPIA and government ICT standards; implement secure data handling and encryption.
• Training, Support & Maintenance: Provide training to internal developers; offer ongoing support, system maintenance, performance monitoring, and updates.

Service Levels and Penalties:

• System Availability: ≥99% uptime per month; 5% monthly fee penalty per 1% below target.
• Message Delivery & Response Time: ≤5 seconds; 5% monthly fee per repeated non-compliance.
• AI Chatbot Response Accuracy: ≥85% accuracy; 5% monthly fee for sustained underperformance.
• Incident Response Time: Acknowledge and respond within 2–4 hours; 5% monthly fee per delayed response.
• Incident Resolution Time (Critical Issues): Resolve within 24 hours; 10% monthly fee per incident exceeding SLA.
• Integration Availability: ≥98% availability; 5% monthly fee per failure impacting operations.
• Security & Compliance: 100% compliance required; immediate escalation and possible contract review for non-compliance.
• Support Availability: Technical support 08h00–17h00 with on-call escalation; 5% monthly fee for failure to provide escalation support.
• System Maintenance & Updates: Scheduled with prior notice; 2% monthly fee for unplanned disruptions during peak hours.

• The bidder must describe their approach to platform implementation, AI chatbot development, integration, process automation, reporting, compliance, and support.
• Key methodology elements include using an approved WhatsApp Business API provider with South African footprint, NLP for chatbot, Azure integration, workflow automation, and escalation to human agents.

• The solution must meet specified service levels with penalties for underperformance.
• Quality assurance includes AI chatbot accuracy monitoring (≥85% target based on QA sampling).
• No explicit quality management system or certifications are required.

• Provide a total price inclusive of all applicable taxes for the 12-month period.
• Include pricing for the WhatsApp AI-enabled omnichannel communication platform, covering implementation, integration, and support services.
• Quoted rates should include escalations for following years.
• No detailed bill of quantities or payment schedule is specified.

• Provide your pricing for evaluation purposes.
• Quoted rates will apply for the contract duration, including escalations for following years.
• SAQA will request goods/services via email; the successful bidder must be able to deliver within 1 week.
• Submit a total price inclusive of all applicable taxes for the 12-month period.
• No bonds, guarantees, or detailed payment terms are specified.

• Submit a recent Central Supplier Database (CSD) report or your CSD unique/supplier number.
• Submit an original or certified copy of your B-BBEE certificate or Sworn Affidavit as per the B-BBEE Act (SANAS logo must be visible).
• Complete, sign, and submit SBD 4 and SBD 6.1 forms.
• Ensure compliance with the Protection of Personal Information Act (POPIA).
• The 80/20 preferential procurement system applies.
• No CIDB, CIPC, professional registrations, or local content requirements are mentioned.

• Preference points are awarded under the 80/20 system:

• 15 points for at least 51% black ownership.
• 5 points for at least 30% black woman ownership.

• Submit certified B-BBEE certificates or Sworn Affidavits to claim points.
• The SANAS logo must be visible on the B-BBEE certificate.

• Contract duration: 12 months.
• Service level penalties apply as detailed in the technical specifications.
• The National Treasury’s General Conditions of Contract (GCC) apply and are enforceable.
• No other specific contractual terms, termination clauses, or penalties are detailed.

• The solution must comply with POPIA and government ICT standards.
• Implement secure data handling and encryption.
• No other general requirements beyond technical specifications are stated.

• Evaluation is in two stages: administrative compliance, then price and preference points.
• Administrative stage requires signed documents and CSD report/number.
• Price and preference points use the 80/20 system (80 for price, 20 for specific goals).