Supply, implementation, maintenance and support of a unified channel management (contact centre) solution with integrated telephony for the city of cape town emergency and non-emergency contact centresClosed

Overview

Procurement of the supply, implementation, maintenance and support of a unified channel management (contact centre) solution with integrated telephony for the City of Cape Town emergency and non-emergency contact centres. Target bidders are IT/CCaaS providers and system integrators with Channel Management expertise, IP-based telephony, CRM integration capability, and OEM accreditation. Key prerequisites include SCM compliance, tax clearance, and supplier database registrations.

Requirements

• OEM accreditation/authorisation to sell, implement and support the solution (direct with OEM or distributor, with proof and letters).
• Compliance with the City’s SCM Policy; complete necessary declarations (conflict of interest, past SCM practices, independence).
• Tax compliance: SARS Tax Compliance Status PIN; separate PINs for joint ventures.
• Registration on the City of Cape Town Supplier Database and on the National Treasury Central Supplier Database (CSD).
• Mandatory technical evidence: complete Schedule F.13B (Minimum technical requirements) and provide verifiable evidence; pass minimum functionality score of 60/100 (including sub-criteria 2.2.1.1.6.1–2.2.1.1.6.6).
• Provide samples or engage in inspections only if requested; adhere to site/clarification requirements.
• Provide evidence of prior IP-based telephony, CRM, social media/correspondence integration, and 24-hour emergency CAD integration (Schedules F.13C–F.13H).
• Compliance with other standard procurement requirements (e.g., two-envelope system where applicable, etc.).

How to Apply

• Submission deadline: 16 September 2026 at 10:00 (Tender Closing).
• Submission method: sealed envelope/tender box; mark with TENDER NO. 21S/2026/27 and box number 193; place at Civic Centre Tender Box, Cape Town. If oversized, follow alternative submission instructions at the counter.
• Documents to submit: completed Form of Offer and Acceptance (C.2), Price Schedule (C.4), and all Returnable Documents (Schedules F.13A–F.14) as applicable. Include Schedule F.13B–F.13H evidencing mandatory capabilities.
• Pre-qualifications: register on the City’s Supplier Database and SARS SARS Tax Compliance Status PIN; provide evidence with tender.
• Briefing/site clarification: not compulsory but strongly recommended; date/time 17 August 2026, 09:00, Venue: Meeting Room D or Microsoft Teams (link provided in tender doc).
• Tender documents access: see 21S/2026/27 Tender Document for Advert (PDF); tender fee R200 for hard copies (not for online downloads).
• Additional: if the bid is by a joint venture, provide Schedule F.2 and separate tax clearance for each party; mandatory OEM accreditation documents must be attached (see 2.2.1.1.4).
• Appeals/administration: subject to the City’s Appeals Policy; upfront administration fee (R300) and potential surcharge for vexatious appeals.

Notes: This tender uses a price and preference evaluation (90/10); minimum functionality threshold is 60/100. The MFMA Section 33 process applies to the 60-month contract term. (Documents: 21S_2026_27 - Tender Document for Advert.pdf)