Objectives

The primary objective of this tender is to procure a comprehensive Network Carrier and Infrastructure Services solution that supports SARS’s communication and operational needs across multiple categories, including voice, data, messaging, social media, live chat, and AI/LLM services. The goal is to establish reliable, secure, and scalable communication platforms that facilitate efficient service delivery, monitoring, and future expansion, aligned with SARS’s security and regulatory requirements.

Scope

The scope encompasses the provision of various communication and infrastructure services divided into multiple categories:

• Category A: Operating capacity for SMS, USSD, short message codes, MMS, and traffic routing to South African and international networks.
• Category B: Bulk email messaging services, including future requirements for email campaigns.
• Category C: Printed letter services, including printing and distribution via SAPO.
• Category D: Social media, live chat, and AI/LLM services, including social media platform integrations and AI solutions.

The services include operational capacity, monitoring, reporting, security, transition management, and support, with provisions for future requirements through panel appointments and RFQs.

Technical Requirements

The technical requirements are detailed and include:

• Operational Capacity: Ability to carry specified volumes of SMS (minimum 70 million), USSD, email (minimum 10 million), printed letters (minimum 10 million), and live chat messages (minimum 10 million).
• Security & Compliance: Compliance with ISO 27001, ICASA licensing, encryption protocols (IPSec, VPNs, firewalls), and adherence to SARS security policies.
• Infrastructure & Architecture: High-level diagrams showing components like IPSEC, VPN, data centres, and integration points, with detailed descriptions.
• Application & Service Architecture: Fully developed message-carrier solutions supporting protocols (SMPP, SOAP, REST, SMTP), scalability, and patch management policies.
• Monitoring & Reporting: Near real-time monitoring tools, monthly statistics, incident management, and invoice reconciliation capabilities.
• Transition & Implementation: Defined transition team, detailed transition plan including changeover, testing, rollback, and risk mitigation strategies.

Skills Requirements

The skills and experience required from bidders include:

• Regulatory & Security: Valid ICASA licenses, compliance with ISO 27001, and security management expertise.
• Technical Expertise: Proven experience in delivering SMS, USSD, email, printed letters, social media, live chat, and AI/LLM services, with relevant certifications (ITIL, COBIT).
• Operational Capacity: Ability to handle large volumes of messages (SMS, email, printed letters, chat) over 12 months, supported by documented experience and CVs.
• Infrastructure & Architecture: Skilled network engineers, firewall specialists, and application architects with minimum 3-5 years’ experience.
• Project & Transition Management: Experienced project managers and transition teams with documented CVs, capable of managing complex service migrations and risk mitigation.
• Monitoring & Support: Competence in implementing real-time monitoring, reporting tools, and support frameworks aligned with SARS requirements.