Supply, installation, configuration, and training of an itil-compliant IT service helpdesk system for DFFE (2-Year contract)

• Purpose: Appoint one service provider to supply, install, configure, and provide technical training of an IT Service Helpdesk system for DFFE through competitive bidding.
• Background: Current helpdesk lacks ITIL compliance. Directorate requires ITIL-compliant IT Service Management solution to improve technical support delivery.
• Objectives: Procure 25 IT technician licenses for a system supporting 4000 users.
• Scope: System must have incident management, CMDB, change management, native AI, auditable records, support for 4000 users, 25 licenses, multi-channel logging, reporting, web GUI, training for 15 technicians, detailed project plan, three references, two-year maintenance/support/licences, hosted in GITO infrastructure.
• Deliverables: Fully functional licensed system hosted at DFFE premises and Gauteng satellite offices, supporting 4000 users with 25 licenses, maintained for two years.
• Duration: Two years from SLA signing and official order issuance.
• Costing: Comprehensive offer inclusive of all costs and taxes; travel costs not covered by DFFE; align pricing with SBD 3.1 and Annexure A; price negotiation possible with recommended provider; 120-day bid validity.
• Information Session: No briefing session applicable.

• Closing date and time: 13 July 2026 at 11:00 AM.
• Bid validity period: 120 days from closing date. Department may extend validity via written notice; bidders must respond in writing to remain considered.
• No briefing session applicable.

• Enquiries: SCM Officials.
• Email: [email protected].
• Physical submission address: Department of Forestry, Fisheries and the Environment, The Environment House, 473 Steve Biko Road, Cnr Soutpansberg and Steve Biko Road, Arcadia, Pretoria /Tshwane.

• Submit bid documents to the bid box at: Department of Forestry, Fisheries and the Environment, The Environment House, 473 Steve Biko Road, Cnr Soutpansberg and Steve Biko Road, Arcadia, Pretoria /Tshwane.
• Deadline: 13 July 2026 at 11:00 AM. Late bids will not be considered.
• Required returnable documents: SBD 1 (Invitation to Bid), SBD 3.1 (Pricing Schedule), SBD 4 (Bidder’s Disclosure), SBD 6.1 (Preference Points Claim Form), Consent and Indemnity Form, Letter of Authority.
• Submit one master original document and an electronic copy on a USB.
• Include a table of contents indicating where each document is located.
• Failure to provide required documents or comply with submission rules may render the bid invalid.

Pre-compliance: Valid B-BBEE certificate or Sworn Affidavit; CSD registration; Completed SBD forms (1, 3.1, 4, 6.1); Tax compliance status. Mandatory: OEM partnership authorization letter. Functionality: Minimum 75% score (scoring based on project plan methodology, team leader qualifications/experience, key expert experience, and company track record with reference letters). Price/Preference: 80/20 system with 20 points for specific goals (Black, Women, or Disability ownership >50%). Bidders with directors/shareholders employed by state will be disqualified.

• Scope: Supply, install, configure, and provide technical training of an ITIL-compliant IT Service Helpdesk system for DFFE for two years.
• System must include: incident management module, Configuration Management Database (CMDB), change management, native AI for faster incident resolution, auditable call records, support for 4000 end users, 25 technician licenses.
• Users must be able to log calls via email, telephone, and self-service portal.
• Comprehensive reporting and dashboard capabilities required.
• Provide training for 15 technicians.
• Develop and deploy a detailed project plan using Waterfall Methodology.
• Provide at least three contactable references for similar implementations.
• Host system in GITO infrastructure at DFFE premises (473 Steve Biko Road, Arcadia, Pretoria) and Gauteng satellite offices.
• Provide maintenance, support, and licence services for two years.

• Methodology: Use Waterfall Methodology for developing IT Service Desk system.
• Project plan must include: structured work breakdown, defined objectives, milestones and deliverables, detailed timeframes, resource allocation, risk management approach.

• Project Team Leader qualifications: NQF 9 (Master's) scores 5, NQF 8 (Honours) scores 4, NQF 7 (Bachelor's) scores 3, NQF 6 (Diploma) scores 2, NQF 5 (Higher Certificate) scores 1, below NQF 5 scores 0.
• Project Team Leader experience: 5+ years scores 5, 4-5 years scores 4, 3-4 years scores 3, 2-3 years scores 2, 1-2 years scores 1, less than 1 year scores 0.
• Key Expert 2 experience: 5+ years scores 5, 4-5 years scores 4, 3-4 years scores 3, 2-3 years scores 2, 1-2 years scores 1, less than 1 year scores 0.
• Company experience: Submit positive reference letters on client letterhead. 5+ reference letters score 5, 4 letters score 4, 3 letters score 3, 2 letters score 2, 1 letter scores 1, none score 0.

• Pricing schedule: Submit firm prices only; non-firm prices not considered.
• Comprehensive offer must include all disbursement costs, expenses, and VAT as per Annexure A.
• Align bid price with SBD 3.1 and Annexure A; SBD 3.1 takes precedence.
• Include all costs for two-year maintenance, support, and licences.
• Payment: Submit detailed tax invoice with supporting evidence; DFFE pays within 30 days (7 days approval, 23 days payment).
• Technical enquiries to [email protected].

• Submit firm prices only; non-firm prices or those subject to exchange rate variations will not be considered.
• Comprehensive offer must include all costs, expenses, and applicable taxes (VAT, PAYE, income tax, UIF, skills development levies).
• Travel costs between service provider's home/office and DFFE office are not payable by DFFE.
• Pricing must align with SBD 3.1 and Annexure A; SBD 3.1 takes precedence in case of discrepancies.
• DFFE reserves right to negotiate price with recommended service provider only.
• Bid validity: 120 days; department may extend with written notice.
• Payment terms: Service provider submits detailed tax invoice with supporting evidence. DFFE has 30 calendar days to pay: 7 days to approve invoice, then 23 days to process payment.

• Tax Compliance: Submit SARS Tax Compliance Status (TCS) PIN or Central Supplier Database (CSD) number/report. If no TCS but registered on CSD, provide CSD number.
• B-BBEE: Submit valid B-BBEE Status Level Verification Certificate (SANAS accredited or CIPC) or Sworn Affidavit commissioned by Commissioner of Oaths to qualify for preference points.
• CSD Registration: Proof of CSD registration must be submitted with bid.
• Foreign Suppliers: If not resident in RSA, no branch/permanent establishment/income/tax liability in RSA, then no requirement for SARS TCS PIN.
• Joint Ventures/Consortia: Each party must submit separate TCS certificate/PIN/CSD number.
• Persons in service of the state or companies with directors in service of the state are disqualified.
• Compliance with POPIA (Protection of Personal Information Act) required.

• Contract duration: Two years.
• Delivery: All delivery costs must be included in bid price.
• Taxes: Bid price must include all applicable taxes (VAT, PAYE, income tax, UIF, skills development levies).
• Bidder declarations: Must certify information is true; false claims can lead to disqualification, contract cancellation, cost recovery, restriction from public sector business for up to 10 years, and criminal prosecution.
• Performance monitoring: DFFE will closely monitor performance.
• Reporting: Submit weekly progress reports for first months, then monthly reports to Programme Manager; failure results in penalties.
• Service Level Agreement: Programme Team Leader manages SLA.
• Security vetting: Appointed service provider may undergo security screening.
• Key personnel: Senior in charge must be present throughout contract; replacement requires Programme Manager approval and one-month handover.
• Subcontracting: Notify DFFE in writing of any subcontracts.
• General Conditions of Contract (GCC) apply; special conditions prevail if contradictory.
• DFFE reserves right to reject improperly formatted or incomplete proposals.
• Preference points for trusts/consortia/joint ventures require consolidated B-BBEE certificate showing >50% ownership.
• DFFE may request additional information to validate references or claims.
• False information on specific goals may lead to disqualification or contract termination after 14-day representation period.
• Poor performance may result in contract cancellation.
• DFFE not obligated to award any bid or to lowest price.
• DFFE not responsible for bid preparation costs.