Design, implement and maintain revenue self-service portal systems – 3-Year contract (mbombela)

Closing date: 26 October 2026 at 11:00

Bid document available from: 23 September 2026 (on municipal website and e-Tender Portal)

Briefing session: None (no compulsory briefing)

Bids valid for: 120 days from closing date

Bidding procedure enquiries:

• Contact: Christopher Nkambule
• Role: Supply Chain Management
• Telephone: 013 759 2358
• Email: [email protected]

Technical enquiries:

• Contact: Sabelo Dlamini
• Role: Project Manager (Budget Management)
• Telephone: 013 759 2013
• Email: [email protected]

Employer:

• Name: Mr W. Khumalo
• Role: City Manager
• Address: City of Mbombela, PO Box 45, Nelspruit, 1200

Submission address:

Mbombela Civic Centre

1 Nel Street

Mbombela, 1200

Submission method: sealed envelope placed in the tender box at Mbombela Civic Centre, 1 Nel Street, Mbombela, 1200, next to the main entrance, before 11:00 on 26 October 2026.

Envelope must be clearly marked with the bid number, full description and closing date.

Bids received by telegram, fax or email will not be considered. Late bids will not be accepted.

Bids must be submitted on the official forms provided (not re-typed) and completed in black ink.

The bid price must be indicated on MBD 1 (Invitation to Bid).

Returnable documents (all mandatory, must be attached):

• MBD 1 (Invitation to Bid): completed and signed as the offer cover page.
• MBD 4 (Declaration of Interest): discloses any connection to state employees.
• MBD 6.1 (Preference Points Claim): claims B-BBEE points.
• MBD 6.2 (Declaration for Local Production and Content): if applicable.
• MBD 7 (Contract Form – Rendering of Services): to be signed by successful bidder.
• MBD 8 (Declaration of Bidder's Past SCM Practices): discloses past contracts and disputes.
• MBD 9 (Certificate of Independent Bid Determination): certifies no collusion.
• Authority to Sign / Board Resolution: authorises the signatory to bind the bidder.
• Certificate of Authority for Joint Ventures: if bidding as a JV/consortium.
• Valid Tax Compliance Status (TCS) PIN or CSD number.
• Proof of company registration (CIPC certificate).
• Certified copies of business directors' identity documents.
• Full CSD registration report (not older than 30 days from closing date). Summary reports not accepted.
• Audited annual financial statements for the last three consecutive financial years (if required by law to prepare them); otherwise annual financial statements.
• Demo link for the proposed portal.
• Municipal rates and taxes statements for the business and all active directors (or proof of residence from tribal authority, or lease agreement with lessor's rates statement).
• Certified copies of qualifications and ID documents for all key personnel whose CVs are submitted.
• Certified copy of B-BBEE certificate or sworn affidavit (for EMEs/QSEs) to claim preference points.

Disqualification risks:

• Any mandatory document missing, unsigned, or not properly certified.
• Bid not signed by an authorised person (unless single director/sole proprietor).
• Alterations not initialled; use of tippex, pencil or erasable ink.
• Bidder or any director in arrears with municipal rates and taxes for more than three months.
• Bidder or director listed on the Register of Bid Defaulters or having abused SCM processes.
• Forged or fraudulent documents – may be reported to SAPS and restricted from doing business with public institutions for up to 10 years.

Mandatory returnable documents include: company profile, consolidated B-BBEE certificate or sworn affidavit, municipal rates and taxes statements, CSD report (not older than 30 days), and certified copies of qualifications for key personnel. The checklist for returnable documents is provided in the tender document.

Evaluation stages:

Stage 1 – Functionality: minimum threshold 80 out of 100 points. Bidders below this are eliminated and not evaluated further.

Stage 2 – Price and B-BBEE: 80/20 points system in line with Preferential Procurement Regulations 2022 and the City's Preferential Procurement Policy. 80 points for price, 20 points for specific targeted goals (B-BBEE).

Functionality scoring (total 100 points):

• Company experience: 40 points. Minimum 10 years' experience in design, implementation and maintenance of revenue self-service portal systems (40 points); 6 to below 10 years (20 points); 3 to below 6 years (10 points). Proof via certified appointment letters.
• Key personnel – Team Leaders: 45 points. Two team leaders with different areas of expertise, each with minimum 6 years' experience in similar services (12.5 points each). Academic qualification: bachelor's degree (NQF level 7) in Computer Science, IT, Software Engineering, Information Systems, Web Development or Computer Engineering (12.5 points per team leader).
• Key personnel – Team Members: 20 points. Four individual team members, each with minimum 3 years' experience in design, implementation and maintenance of a Revenue Self-Service Portal (5 points per member).
• Project Plan: 15 points. Detailed methodology and project approach, including work program with milestones and outputs (10 points) and training plan (5 points). Max 2 A4 pages, Arial font size 12.

The Municipality may call for interviews/demonstration of the system with short-listed bidders before final appointment. It may also call for Best and Final Offers and negotiate price with the preferred bidder.

The City of Mbombela requires a Revenue Self-Service Portal System (web and mobile) for a period of three (03) years. The system must automate revenue processes, improve turnaround times, and be user-friendly.

The City has an estimated population of 818,925 and approximately 90,000 customer accounts.

Required functionalities:

• Web-based portal that quickly communicates customer information.
• Daily interface with the Billing SOLAR Module system, bank (bank statement imports), and other municipal sub-systems.
• Must accommodate a minimum of 50 internal users and approximately 90,000 customers simultaneously.
• Generate accurate, complete and real-time invoices (or extract from current billing system).
• Payment allocation including splitting payments to different client accounts.
• Export data to Excel, PDF and other formats.
• Reconcile all revenue collected to payments received.
• Built-in user confidentiality log and registration mechanism.
• View current billing for all types of services and sundry charges.
• Connection and disconnection of municipal supplied services.
• View, download and pay outstanding invoices.
• User profiling and account management.
• Audit log history of changes to accounts and subscriptions.

Required reports:

• Monthly statements for payments against invoices issued.
• Debtor age analysis.
• Monthly payment levels per area, per service, and per sectional title.
• Current status of all services (active/inactive).
• Contract terms dates and package renewal information (guarantee dates, temporary connections, deposits).
• Accruals, revenues and payables (classification per mSCOA).
• Graphs for payment levels per area, per service, per sectional title.
• Queries logged versus attended.

Customer services and support:

• Logging of tickets/complaints.
• Sequential ticketing creation.
• Escalation of unresolved tickets.
• Automated responses to customers on complaint updates.

Mobile portal (Android and iOS):

• Downloadable from all app stores; link available via email or SMS.
• Same functionalities as web portal (interface with billing, payments, invoices, service connections/disconnections, etc.).

Security management:

• User access management (roles, access profiles, access rights).
• Daily backups.

Skills transfer:

• Facilitate training and workshops.
• Liaise with municipal employees for skills transfer.

The bidder must submit a detailed methodology and project implementation plan as part of the technical proposal.

The project plan must include a work program with milestones and outputs (10 points) and a detailed plan for training and operation of the system (5 points).

The plan must be a maximum of two A4 pages, font style Arial, font size 12.

The Municipality may require a demonstration of the Workflow Management System; failure to demonstrate or failure of the system to perform all required actions will render the tender non-responsive.

Company experience: minimum 10 years' experience in design, implementation and maintenance of revenue self-service portal systems (40 points); 6 to below 10 years (20 points); 3 to below 6 years (10 points). Proof via certified appointment letters.

Team leaders: two team leaders with different areas of expertise, each with minimum 6 years' experience in similar services (12.5 points each). Academic qualification: bachelor's degree (NQF level 7) in Computer Science, IT, Software Engineering, Information Systems, Web Development or Computer Engineering (12.5 points per team leader).

Team members: four individual team members, each with minimum 3 years' experience in design, implementation and maintenance of a Revenue Self-Service Portal (5 points per member).

Certified copies of qualifications and ID documents for all key personnel must be submitted with the bid.

The system must be user-friendly and must automate revenue processes in real time.

The system must ensure integrity and accuracy of data.

The system must perform daily backups.

The system must provide audit log history of changes to accounts.

The system must reconcile all revenue collected to payments received.

The system must generate accurate, complete and real-time invoices.

Only firm prices will be accepted. Prices must be quoted in South African Rand (ZAR) and remain firm for 120 days from the closing date. A separate pricing schedule must be submitted for each delivery point. The total bid price must be carried over to the form of offer.

Pricing must be broken down according to deliverables: analysis and design, system development, deployment and testing, training and operating manuals, license fee (annual, 3 years), maintenance (monthly, 36 months).

Table 2 provides fixed rates for ad-hoc in-house support (team leader/skilled labour per hour, team member/semi-skilled per hour, transport per km) – not part of price evaluation.

Pricing format: Firm prices only. Non-firm prices (including those subject to exchange rate variations) will not be considered.

Prices must be quoted in South African Rand (ZAR) and include VAT and disbursements.

Prices remain firm for 12 months from contract signature; thereafter annual price escalations based on CPI are permitted.

Bid price must be carried over to the form of offer (MBD 1). Failure to do so leads to immediate disqualification.

Pricing schedule (Table 1 – Fixed Prices):

• Analysis and design: once-off, qty 1
• System development: once-off, qty 1
• Deployment and testing: once-off, qty 1
• Training and operating manuals: once-off, qty 1
• License fee: annual, 3 years
• Maintenance: monthly, 36 months

Total bid price (VAT excl.), plus 15% VAT, total including VAT.

Table 2 – Fixed Rates (ad-hoc in-house support, not part of price evaluation):

• Team Leader / Skilled Labour: per hour
• Team member / Semi-skilled: per hour
• Transport cost: per km

Payment terms: invoices paid within 30 days of receipt of valid tax invoice and copies of actual receipts.

No bid security or guarantee is specified.

Audited annual financial statements for the last three consecutive financial years are required (if applicable by law).

CSD registration: Full CSD registration report required, not older than 30 days from closing date. Summary reports not accepted.

Tax compliance: Valid Tax Compliance Status (TCS) PIN or CSD number required. Foreign suppliers must complete the pre-award questionnaire (Part B:3).

B-BBEE: Certified copy of B-BBEE certificate or sworn affidavit (for EMEs/QSEs) required to claim preference points. For JVs/consortia, a consolidated B-BBEE certificate is required (no consolidated affidavit).

Company registration: Proof of company registration (CIPC certificate) required.

Municipal rates and taxes: Valid and current municipal rates and taxes statements for the business and all active directors (including JV/consortium partners). If leased, lease agreement with lessor's rates statement. Accounts must not be in arrears for more than three months.

Key personnel: Certified copies of qualifications and ID documents for all key personnel whose CVs are submitted. Certificates must not be older than three months.

COIDA: If applicable, COIDA certificate/letter of good standing must be attached.

Public liability insurance: If applicable, copy of public liability insurance from a registered financial service provider.

No CIDB grading required (not construction-related).

Contract period: three (03) years (36 months).

The successful bidder must sign a written contract form (MBD 7).

The contract is subject to the General Conditions of Contract (GCC) issued by National Treasury.

Neither party may cede or assign the contract or any part thereof without written permission from the Council.

If the successful bidder fails to execute the service, the Municipality may cancel the contract summarily and hold the bidder liable for additional expenses incurred in calling for fresh tenders.

Bids remain valid for 120 days from closing date.

The Municipality is not bound to accept the lowest or any tender and reserves the right to cancel the tender.

The Municipality may call for Best and Final Offers, interviews/demonstration, and negotiate price with the preferred bidder.

No briefing session will be conducted for this tender. Bids must be sealed in an envelope clearly marked with the bid number, full description and closing date, and placed in the bid box at Mbombela Civic Centre before 11:00 on the closing date. Bids must be signed by an authorised person, and a bid not complying with mandatory requirements will be rejected. Municipal rates and taxes statements must be submitted for the company and all active directors. Bidders must not be in arrears with municipal rates and taxes for more than three months.

Mandatory requirements include: valid and current municipal rates and taxes statements for the company and all active directors; where directors occupy leased residential premises, proof of residence using the director's identity number and residential address; and certified copies of qualifications for all key personnel whose CVs are submitted.

The physical business address on CSD must correspond with the address on the company's registration documents.

All accounts owing any municipality for more than 90 days will be disqualified.

Bids are evaluated in two stages. Stage 1: functionality with a minimum threshold of 80 out of 100 points. Stage 2: price and B-BBEE using the 80/20 system. Functionality criteria include company experience, key personnel experience and qualifications, and project plan.