One-stop call centre solution for SENTECH: 20-Month service with 24-Month extension option

• Closing date and time: 07 July 2026 at 12:00 PM.
• Compulsory briefing session: 22 June 2026 at 10:00 PM via Microsoft Teams. Request attendance by emailing [email protected] before end of business on 19 June 2026.
• Clarification deadlines: Questions to be submitted to Bid Administrator/Supply Chain Official as per SBD1; consolidated responses shared at least 7 calendar days before closing.

Bid/SCM enquiries: Contact Person Norman/Amukelani. Telephone: +27 11 471 4579 / 4443. Email: [email protected]. Address for manual submission: Sentech SOC Ltd, Sender Technology Park, Octave Road, Radiokop Ext 3, Honeydew, Johannesburg.

• Submit bids by 12:00 PM on 07 July 2026. Manual submissions accepted at Sentech SOC Ltd, Sender Technology Park, Radiokop Ext 3, Honeydew, Johannesburg (bid box) between 08:30-15:30 on closing day. Electronic submissions via Sentech eTender Portal (max 30MB).
• Use a two-envelope system: Envelope 1 (Technical Proposal) must contain original technical proposal, soft-copy PDF on USB/CD, and all returnable documents (e.g., Tax Clearance Certificate, B-BBEE certificate, board resolutions, SBD forms). No financial information allowed in Envelope 1. Envelope 2 (Financial Proposal) must contain original financial proposal, pricing schedule, and soft-copy PDF.
• Place both sealed envelopes into one sealed container addressed to Head of Supply Chain Management, including bid reference SENT/007/2026-27, closing date/time, and bidder’s name/address.
• For online submissions, follow portal instructions; maintain separation of technical and financial documents.
• Late, incomplete, or combined technical/financial submissions will be disqualified.
• All pages, drawings, brochures must be initialed. Use black ink; corrections must be initialed—no correction fluid. Both original and electronic signatures accepted.

Evaluation is a three-stage process:

1. Administrative Responsiveness: Check completeness of all returnable documents, correct formatting, signatures, and compliance with submission rules.

2. Technical Evaluation:

• Mandatory Criteria: Must provide proof of existing call centre facilities with seats, staff, and QContact Omnichannel system; provide QContact license partnership letter with distributor/reseller/OEM; attend compulsory briefing session; be tax-compliant; not be listed on restricted supplier databases.
• Functional Criteria: Scored out of 50 points (minimum 35 required to proceed). Includes previous experience providing one-stop call centre solution with QContact (reference letters required) and implementation plan covering specified capabilities under Scope of Work.

3. Price and Preference: Financial proposals of technically responsive bidders evaluated using 80/20 or 90/10 weighting (price + B-BBEE preference points). Points awarded for black ownership, women ownership, disability. Price points calculated using lowest acceptable bid as benchmark.

Scope: Provide a one-stop call centre solution for 20 months (option to extend 24 months) operating 07:00-23:00, 7 days/week, 365 days/year.

• Deliverables: Supply 20 call centre seats and 20 agents (10 full-time agents + 10 learner/intern agents) at provider’s premises in Johannesburg.
• System Requirements: Deploy QContact Omnichannel system with user licences, fully compatible and integrated with Sentech’s existing QContact platform.
• Required Capabilities: Multi-channel handling (voice, email, social media, WhatsApp, WebChat), call logging, recording, routing, monitoring, voicemail, storage, queue management, IVR updates, after-hours call capture, analytics/reporting, automatic ticketing, SLA management, custom roles, portal rebranding to Sentech, custom reports/dashboards, multilingual support, chatbot, scalability.
• Implementation: Must be completed within 3 weeks of appointment. Provider must supply licences, system hosting, security, and training for Sentech staff.

• Pricing: Quote in ZAR, inclusive of VAT. Prices are fixed unless otherwise stated; no escalation unless provided in Special Conditions of Contract.
• Payment Terms: Payment within 30 days of valid tax invoice, subject to proper performance and PFMA cash flow availability.
• Performance Security: Required within 30 days of award—bank guarantee or irrevocable letter of credit as per Special Conditions of Contract.
• Submission: Financial proposal must be in Envelope 2 only; inclusion in Envelope 1 leads to disqualification.
• Certificates: Submit valid Tax Clearance Certificate and B-BBEE certificate.

• Tax Compliance: Submit valid SARS Tax Clearance Certificate or TCS PIN (or CSD number if no TCS).
• B-BBEE: Provide current B-BBEE certificate; Sentech may request a transformation plan with defined milestones.
• Legal: No directors/shareholders/controlling persons may be state employees or listed on Register of Tender Defaulters/National Treasury restricted suppliers list.
• Documentation: Submit all returnable documents (board resolutions, SBD4, SBD5, SBD6.1, etc.).
• Regulations: Adhere to PFMA, PPPFA (2022), General Conditions of Contract, and Special Conditions of Contract.
• Data Protection: Comply with POPIA for personal data handling.

• Three-stage evaluation: Administrative Responsiveness (completeness of documents), Technical Evaluation (mandatory and functional criteria), Price and Preference (80/20 or 90/10 weighting).
• Mandatory Technical Criteria: Proof of existing facilities with call centre seats/staff/QContact system; QContact license partnership letter; attendance at compulsory briefing; tax compliance; not listed on restricted databases.
• Functional Technical Criteria: Scored out of 50 points (minimum 35 to proceed). Includes previous experience (reference letters) and implementation plan covering Scope of Work capabilities.
• Price and Preference: Financial offers ranked using price formula with lowest acceptable bid as benchmark; preference points for B-BBEE status (black ownership, women ownership, disability).