# 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

> This tender closed on 2026-10-15.

- **Reference:** 021S/2026/27
- **Issuer:** [City of Cape Town](https://za.bidwunder.com/tenders/issuer/city-of-cape-town.md)
- **Region:** Western Cape
- **Type:** Open tender
- **Published:** 2026-09-23
- **Closing date:** 2026-10-15 10:00 SAST
- **Sectors:** [Administrative and support services](https://za.bidwunder.com/tenders/sector/N.md)

## Summary

#### 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)

## Description

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

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

Department: Information Systems and Technology

## Documents

- 21S\_2026\_27 - Tender Document for Advert.pdf..pdf

Documents download with a free BidWunder account.

## Published on

- [City of Cape Town](https://web1.capetown.gov.za/web1/tenderportal/Tender/Details/329527)
- [eTenders.gov.za](https://www.etenders.gov.za)

More open tenders: https://za.bidwunder.com/tenders.md

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> Source: https://za.bidwunder.com/tenders/supply-implementation-maintenance-and-support-of-a-unified-channel-management-co-7bd70bd7