APPOINTMENT OF A SERVICE PROVIDER TO PROVIDE SENTECH WITH A ONE-STOP CALL CENTRE SOLUTION FOR A PERIOD OF TWENTY (20) MONTHS WITH AN OPTION OF EXTENDING FOR A FURTHER TWENTY-FOUR (24) MONTHS.Closed

Overview

Procurement of a one-stop call centre solution for Sentech Limited for 20 months, with an option to extend for 24 months; bidders must be able to provide call centre seats, 20 agents (10 + 10 learners) in a 16-hour day and integrate with Sentech’s QContact Omnichannel system. Bidders should have established call centre facilities and QContact Omnichannel expertise, with ability to partner on licenses and align with the in-house system. (Tender Data; Tender Pack)

Requirements

• Provide 20 call centre seats and 20 agents (10 agents + 10 learner interns) in a 16-hour day (07h00–23h00, 7 days) for a 20-month term.

• Deliver a QContact Omnichannel system with user licences, compatible and integrated with Sentech’s in-house QContact system; supply a QContact distributor/partner letter.

• Demonstrate existing call centre facilities, staff, and QContact Omnichannel capabilities; provide reference letters dated within 5 years.

• Submit required governance documents: board resolutions (for bid participation or JV), authority resolutions, and other returnable forms; tax clearance and BBBEE documentation; and SBD forms as specified. (Returnable documents)

• Compliance with GCC (General Conditions of Contract) and two-envelope bid process; project plan with go-live within 3 weeks; formal implementation plan. (General Conditions; Tender Data)

How to Apply

• Submission deadline: 7 July 2026, 12:00; submissions via the Sentech eTender Portal or hand-delivered to Radiokop. (SBD1)

• Format: two-envelope system – Envelope One: Technical Proposal; Envelope Two: Original Financial Proposal; do not combine. (Tender Data; SBD1)

• Documents to submit: completed returnable documents, SBD forms (1, 4, 5, 6.1, 9 as applicable), tax clearance, BBBEE certificate, company resolutions (JV if applicable), contract data, and proof of partnership letters. (List of returnable documents)

• Briefing: mandatory briefing on 22 June 2026 via Microsoft Teams; request participation by 19 June 2026 (email tendera@sentech.co.za). (SBD1)

• Evaluation framework: 80/20 or 90/10 price-preference; minimum 35/50 on functional criteria; price and BBBEE preference to be scored. (Tender Data)

• Documents to obtain: bid documents come in the BID PACK (see attachments); questions/clarifications per SBD1. (BID PACK)

Filenames referenced: SBD1 Notice & Invitation.pdf; Tender Data.pdf; 03 List of returnable documents.pdf; BID PACK.zip.