APPOINTMENT OF A SERVICE PROVIDER FOR THE LICENSING, HOSTING, MAINTENANCE,Closed

Overview

The Road Accident Fund (RAF) invites bids to appoint a service provider to license, host, maintain, support and enhance the Telviva telephony ecosystem (Telviva cloud telephony, QueueMetrics reporting, Call Cabinet recording, NICE WFM and CallBi speech analytics) for a period of 36 months. Bidders with experience in cloud telephony, contact-centre platforms, licensing/hosting, systems integration and SA compliance should consider bidding.

Requirements

• Eligible, registered service provider under SA law; must have a business continuity plan.
• Submit all Returnable Documents: SBD 1, SBD 3.1/3.2/3.3, SBD 4, SBD 5, SBD 6.1; CIDB registration if applicable; tax status verification; joint venture agreements if applicable; CSD registration.
• Tax compliance: provide SARS Tax Compliance Status (TCS) PIN or CSD number; ensure SARS status prior to award.
• Review Annexure A OSFP for outcomes-based performance, service credits, monitoring, root-cause analysis and exit/transition requirements.
• Knowledge transfer, security/compliance (POPIA), and ongoing support requirements.
• Documentation available on RAF website at no cost; follow submission procedures precisely. (Annexure A; Annexure B for maintenance)

How to Apply

• Submission deadline: 14 September 2026 at 11:00. Hand-delivered or couriered proposals to RAF tender box; no fax/email submissions. (RFB RAF 2026 00049 Telephony System 13 08 2026.pdf)

• Briefing (non-compulsory): 27 August 2026 at 11:00 at RAF Eco Glades 2 Offices, Centurion. (RFB RAF 2026 00049 Telephony System 13 08 2026.pdf)

• Enquiries: Tshiamo Motitswe; queries by 31 August 2026; Q&A published 2 September 2026. (RFB RAF 2026 00049 Telephony System 13 08 2026.pdf)

• Documents to complete/submit: SBD 1; SBD 3.1/3.2/3.3; SBD 4; SBD 5; SBD 6.1; CIDB proof; Tax PIN; CSD number; JV agreement if applicable. (RFB RAF 2026 00049 Telephony System 13 08 2026.pdf)

• Where to obtain bid documents: RAF website, no cost. (RFB RAF 2026 00049 Telephony System 13 08 2026.pdf)

• Evaluation framework: OSFP-based with service credits, monitoring and progression/recovery plans; include a QIP if service credits accrue. (Annexure A - RAF Outcomes-based Service Performance Framework.pdf)

• Additional sources: Annex B includes the approved maintenance schedule; consider during proposal. (Annexure B Approved maintenance schedule.pdf)