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

> This tender closed on 2026-10-09.

- **Reference:** SASSA-11-26-ICT-HO
- **Issuer:** [South African Social Security Agency](https://za.bidwunder.com/tenders/issuer/south-african-social-security-agency.md)
- **Region:** National
- **Type:** Open tender
- **Published:** 2026-09-17
- **Closing date:** 2026-10-09 13:00 SAST

## Summary

#### 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).

## Description

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

Provision of a Cloud-Based Omnichannel Contact Centre as a Service (Ccaas) and Contact Centre Operations services

## Documents

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

Documents download with a free BidWunder account.

## Published on

- [South African Social Security Agency (SASSA)](https://sassa.gov.za/contact/tenders)
- [eTenders.gov.za](https://www.etenders.gov.za)

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

---

> Source: https://za.bidwunder.com/tenders/the-south-african-social-security-agency-hereby-invites-proposals-for-the-appoin-2a96a733