Support and maintenance of sedco queue management system (36 months)

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

Compulsory briefing session: 7 September 2026 at 11h00 (venue not specified in document). RFQ closing date and time: 7 September 2026 at 11h00. RFQ validity period: 60 working days from the official closing date.

All enquiries and submissions: [email protected]. No named contact person, telephone number or physical address provided in the document.

Submission method: email only to [email protected]. Bids must be received by the stipulated closing date and time; late bids will not be accepted. All bids must be submitted on the official forms provided (not re-typed) or in the manner prescribed in the bid document. Returnable documents that must be completed, signed and submitted with the quotation: SBD 1 (Invitation to Bid) — signed offer cover page with bidder details; SBD 4 (Declaration of Interest) — discloses whether any director or shareholder is employed by the state or connected to anyone at the department; SBD 6.1 (Preference Points Claim) — claims B-BBEE and specific-goal points. Proof of CSD registration and a valid SARS Tax Compliance Status PIN (or printed TCS certificate) must be included. Each party in a consortium/joint venture/sub-contractor arrangement must submit a separate TCS PIN/certificate/CSD number. Failure to provide or comply with any of the above particulars may render the bid invalid.

Three-phase evaluation: 1) Functionality (Comply/Not Comply) — bidders must meet all mandatory criteria to proceed; 2) Price (80 points) — evaluated using the 80/20 preference point system (Ps = 80 × (1 − (Pt − Pmin)/Pmin)); 3) Specific Goals (20 points) — allocated as: B-BBEE Level 1–4 (10 points, verified by B-BBEE certificate or sworn affidavit), Women-owned enterprises (5 points, verified via CSD), Enterprises owned by people with disabilities (5 points, verified by medical report). Mandatory functionality criteria: proposal fully addresses the Scope of Work; minimum 5 years' experience in enterprise application support and maintenance for similar systems with company profile and at least 3 reference letters; proposed support and maintenance team with minimum 5 years' relevant experience each (detailed CVs required); demonstrated experience in corrective, preventive, adaptive and perfective maintenance of enterprise applications; capability to provide software enhancements, bug fixes, configuration changes and minor developments; availability of technical resources for remote and on-site support; commitment to knowledge transfer, technical documentation updates and handover of all enhancements developed during the contract. Only bidders that comply with all mandatory functionality requirements proceed to price evaluation. Price must be quoted in ZAR inclusive of VAT and remains fixed for the contract duration unless otherwise provided. Pricing schedule: monthly service fees for Year 1, Year 2, Year 3; provision for enhancements and configuration changes (30 hours); total contract price including VAT.

Scope: comprehensive support, maintenance, enhancements and technical services for the SEDCO Queue Management System (QMS) for 36 months. System background: SEDCO QMS manages customer queues and appointments, directs customers to service counters, monitors waiting and service times, produces operational/management/statistical reports, improves customer experience and service efficiency, provides real-time monitoring of service delivery performance. Current support agreement expires 31 March 2027. Service categories: 1) System Support — 36-month support and maintenance, training and knowledge transfer, reporting services, SLA review meetings; 2) Corrective Maintenance — diagnosing, analysing and correcting defects, faults, bugs and system errors; 3) Adaptive Maintenance — modifications for compatibility with changing business, legislative and technical environments; 4) Perfective Maintenance — enhancements to improve usability, reliability, maintainability, scalability and performance; 5) System Enhancement — implement requested enhancements on an ongoing basis. Objectives: ensure continuous availability and optimal performance; provide preventative, corrective and adaptive maintenance; resolve incidents within agreed SLAs; provide technical and functional support to end-users and administrators; keep software components fully supported through patches, updates and version upgrades; perform approved enhancements; protect integrity, availability and security of system data; continuously monitor performance and recommend optimisation; produce regular service performance reports and management information; facilitate knowledge transfer and user training. Required deliverables: Support and Maintenance Plan; Monthly Support and Maintenance Reports; SLA 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). Mandatory requirement: bidder must be an accredited SEDCO Partner (certificate or letter must be submitted).

Pricing schedule requires: 1) Support and Maintenance – Monthly Service Fees (Year 1); 2) Support and Maintenance – Monthly Service Fees (Year 2); 3) Support and Maintenance – Monthly Service Fees (Year 3); 4) Provision for Enhancements and Configuration Changes (30 Hours); Total Contract Price (Including VAT). All prices in ZAR inclusive of VAT. Pricing remains fixed for the contract duration unless otherwise provided. Pricing must cover all costs for support, maintenance, system administration, upgrades, patches, minor enhancements, travel (where applicable), documentation and all other services required to fulfil the scope of work.

Pricing format: fixed monthly service fees for each of the three years plus a provision for enhancements and configuration changes (30 hours). All prices in South African Rand (ZAR) inclusive of VAT where applicable. Pricing remains fixed for the contract duration unless otherwise provided. Total contract price (including VAT) must be submitted. Pricing must cover all costs associated with support, maintenance, system administration, upgrades, patches, minor enhancements, travel (where applicable), documentation and all other services required to fulfil the scope of work. No bond, guarantee or insurance requirements stated. No financial capacity or turnover thresholds specified.

Mandatory compliance: registration on National Treasury Central Supplier Database (CSD) prior to submitting bids; valid SARS Tax Compliance Status (TCS) PIN or printed TCS certificate (or CSD number if no TCS PIN available); each consortium/JV/sub-contractor party must submit separate TCS PIN/certificate/CSD number; accredited SEDCO Partner (certificate or letter); 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, companies with directors who are persons in the service of the state, or close corporations with members who are persons in the service of the state. Returnable forms: SBD 1 (Invitation to Bid), SBD 4 (Declaration of Interest), SBD 6.1 (Preference Points Claim). Specific goals points: B-BBEE Level 1–4 (10 points), Women-owned enterprises (5 points), Enterprises owned by people with disabilities (5 points).

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