Procurement of an itsm tool and case management solution for postbank, including a five (5) year support and maintenance period.

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Bidders must submit their bids to the email address [email protected]. No upfront payment will be made for this service. The Price for this service must be fixed monthly. The tool shall remain the property of Postbank. Postbank shall retain ownership of all data, configurations, workflows, documentation, customizations and operational processes implemented as part of the solution.

The bidder must provide a live demonstration of all proposed functionality and modules contained within this specification document, including but not limited to Incident, Problem, Change, Service Request, CMDB, Reporting, Automation, AI, Integrations, Case Management and Workflow capabilities.

The evaluation for Price and Specific Goals shall be based on the 80/20 PPPFA principle and the points for evaluation criteria are as follows: PRICE 80, SPECIFIC GOALS 20, Historically Disadvantaged Individuals/Company 8, Women (above 51% and above) 7, Disability (above 51% and above) 5

Postbank requires an integrated IT Service Management (ITSM) and Case Management solution with OCR and automation capabilities to: Replace legacy call logging systems, Automate case creation from emails, WhatsApp, and scanned documents, Support ITIL processes and banking operations workflows, Comply with SARB, POPIA, FICA/AML regulations, Provide workflow management (Pend/Diaries), Auto-push work to agents and automated report creation, Enable auto-responses to clients and customer query tracking.

The bidder must provide a detailed Implementation Approach Methodology outlining the approach, project phases, timelines, tools, roles, responsibilities, and quality assurance mechanisms.

The bidder must provide a minimum of three signed references on the letterheads of the clients not older than three (3) years confirming implementation of a similar ITSM tool

The solution must have reports (Must be able to provide all the relevant ITSM reports as per ITIL V3 or V4 Framework), The solution must be integrated with Active Directory so we can confirm the authenticity of users that log incidents, Service requests and changes

The service provider/supplier is required to provide a full cost breakdown for each line item on an official company letterhead. All prices must be VAT inclusive (if VAT registered) and must be quoted in South African Rand (ZAR).

Bidders must be registered on the Central Supplier Database (CSD), have a valid tax clearance certificate, and meet the requirements of the Preferential Procurement Policy Framework Act, 2000, and the Preferential Procurement Regulations, 2022. B-BBEE Minimum Level: 3

POSTBANK supports B-BBEE as an essential ingredient of its business. In accordance with government policy, POSTBANK insists that the private sector demonstrates its commitment and track record to B-BBEE in the areas of ownership (shareholding), skills transfer, employment equity and procurement practices (SMME Development) etc.

The bidder should demonstrate that the proposed system is secure from any hacking to safeguard any Postbank customer or Organizational information. The bidder must demonstrate compliance with: POPIA (Protection of Personal Information Act), General IT security standards (firewall, encryption, access control), Role-Based Access Control (RBAC).

The solution must be designed to: Protect sensitive user and client information, Prevent unauthorized access or data leaks, Be regularly patched and penetration-tested

The contract will be subject to Government Procurement: General Contract Conditions – July 2011, Special Contract Conditions and any other contract conditions to be finalised during contracting.

The proposed ITSM system must support the following: ITIL-aligned incident, problem, and change management, Omnichannel intake and workflow automation for cases, OCR capabilities for emails, WhatsApp, and scanned documents, AI-driven routing and automation, Remote and onsite accessibility (cloud or hybrid architecture), Logging of calls via omnichannel support, Multiple resolver groups and team-based workflow capabilities, A secure platform that separates internal ITSM and customer-facing support.

Lihle Cindi: [email protected], Thabo Mokhabi: [email protected]