Procurement of an ITSM tool and Case Management solution for Postbank, including a five (5) year support and maintenance period.Closed

Overview

Procurement of an integrated IT Service Management (ITSM) tool and Case Management solution for Postbank, including a five-year (5) year support and maintenance period. Bidders should be ITSM vendors with banking-sector experience, capable of ITIL-aligned incident/problem/change management, OCR/automation, omnichannel intake, data migration, and both on-prem and AWS cloud deployment. Solutions must support regulatory compliance (POPIA, FICA/AML, SARB, Prudential Authority), COBIT 2019 controls, RBAC, and security standards; ownership of data and configurations transfers to Postbank after handover.

Requirements

• ITSM + Case Management with OCR, AI-driven routing, and omnichannel intake; ITIL v3 minimum (capable of v4) and ISO 20000 alignment; COBIT 2019 mapping.
• Compliance: POPIA, FICA/AML, SARB/Prudential Authority ITSCM/BCM; SOC security controls; RBAC; audit logs; data-retention policies.
• Deployment: on-premises or cloud (AWS) with active directory integration; data migration from legacy systems.
• Performance/SLA: 2,000+ concurrent users; 99.9% uptime; DR/BCP aligned to SARB DORA; regular reporting and analytics.
• Licensing/ownership: Postbank to own data, configurations, and workflows; modular pricing; annual support for 5 years; knowledge transfer.
• Deliverables: implementation, migration, training, documentation, and handover with exit/ data-portability options.
• Evidence: OEM/partner letter, minimum three client references (≤3 years), 3rd-level support, detailed implementation methodology, live demonstration (Phase 1).

How to Apply

• Submission deadline: 14 September 2026, 16:30 (180-day validity). (RFB/P)
• Submission method: via email to RFP@PostBank.co.za; use official bid forms. (RFB/P)
• Documents to submit: pricing schedule/costing model (Year 1–Year 5), SBD documents (SBD1/SBD4/SBD6.1 as applicable), tax compliance (SARS PIN or CSD number), proof of authority, OEM letter or partner confirmation, three client references, implementation methodology, and a live demonstration of full functionality. (RFB/P Sections 4–6; Pricing Schedule)
• Pre-qualifications: SARS Tax Compliance PIN; CSD number if no TCS; proof of authority; disclosures per SBD4; foreign/ RSA status if applicable. (RFB/P)
• Briefing: No briefing session for this bid (NO BRIEFING SESSION) (RFP 04/05 26-27 PDF).
• Where to obtain documents: The attached tender document (RFP 04-05 26-27 Procurement of an ITSM tool and Case Management solution.pdf) contains all requirements, with the Pricing Schedule annexed in Section 5. (RFP PDF)
• Evaluation: Two phases—Phase 1 mandatory compliance; Phase 2 Commercial (Price 80, Specific Goals 20) per PPPFA; live demonstration of proposed solution. (RFB/P Section 10)

Document reference: RFP 04-05 26-27 Procurement of an ITSM tool and Case Management solution.pdf