SASSA-11-26-ICT-HO: Provision of a Cloud-Based Omnichannel Contact Centre as a Service (Ccaas) and Contact Centre Operations servicesClosed

Overview

Procurement of a Cloud-Based Omnichannel Contact Centre as a Service (CCaaS) and ongoing Contact Centre Operations for SASSA. Bidders should be cloud CCaaS providers with SA-based deployment capability, experience in omni-channel platforms, and strong security/compliance credentials (ISO 27001, SOC 2, CSA STAR) plus data residency in South Africa.

Requirements

• Minimum 3 years’ SA-based CCaaS implementation/support experience with client references (letters on client letterhead with contact details).
• Certifications: ISO/IEC 27001, SOC 2, CSA STAR; Cloud data residency letter and architectural diagram; CSA STAR aligned with ISO/IEC 27001.
• Data residency: all production data, backups, call recordings, transcripts and metadata hosted in South Africa; clear locations and disaster recovery details.
• Security and privacy: ISMS, encryption (TLS 1.2+, AES-256), KMS/CMK, IAM (SAML/OIDC/MFA), RBAC, audit logging, DLP, data retention, and data subject rights.
• Mandatory administrative: Tax Compliance PIN, CSD registration, fully completed SBD forms; OEM authorisation letter; SANAS/B-BBEE verification (or SANAS-accredited verification).
• Workforce model: bidder-determined capacity to meet 1M voice calls/month and 50k emails/month with 5-minute avg handling, 90% calls answered, 90% emails closed; dedicated, non-shared agents.
• Digital channels: WhatsApp, web chat, SMS, email, social media, chatbot, self-service; integration with SASSA systems; off-site, independently staffed delivery.
• Other: contractual SLA, transition plan, data handover, and ability to scale licenses; site visits may be part of due diligence.

How to Apply

• Submission deadline: 2026-10-09 11:00. Submit in the tender box (address in bid advert).
• Enquiries: ccaasbid@sassa.gov.za; questions within 5 working days of advertisement; responses within 7 working days. (Terms of Reference)
• Documents to submit (where applicable): Annexure A. CCaaS Bid Cost 2026.xlsx; SBD 4 LATEST.pdf (Bidder’s Disclosure); SBD 6.1 90-10 PPR2022.pdf; fully completed SBD forms; Tax PIN; CSD registration; consortium/JV agreements if any. (Annexure A. CCaaS Bid Cost 2026.xlsx; SBD 4 LATEST.pdf; SBD 6.1 90-10 PPR2022.pdf)
• Briefing: no mandatory briefing sessions; inquiries only via email per the TOR. (Terms of Reference)
• Evaluation: 90/10 framework (price 90; specific goals 10); mandatory first-stage conditions include OEM authorization, ISO 27001, SOC 2, CSA STAR, cloud data residency, and SA experience; minimum 70/100 functionality threshold for Phase 3; site-visit due diligence if shortlisted. (SASSA CCaaS TOR 2026)
• Deliverables: CCaaS platform, integrated CRM, workforce, digital channels, security/compliance, training, transition, and close-out data handover. (TOR sections referenced)

Note: Pricing template to be completed as Annexure A (see Annexure A. CCaaS Bid Cost 2026.xlsx).