Objectives

The primary objective of this tender is to appoint a qualified service provider to provide support and maintenance services for the current Human Resource and Payroll system of Bergrivier Municipality. The aim is to ensure the system's ongoing functionality, reliability, and compliance over a three-year period from 1 July 2026 to 30 June 2029, through a formal Service Level Agreement (SLA).

Scope

The scope includes:

• Support and maintenance of the existing Human Resource and Payroll system modules, including payroll processing, employee leave management, employment equity, employee self-service portal, human resource management, post management, skills management, mSCOA budgeting, and third-party payments.
• Providing support via remote, on-site, email, and telephonic channels as requested.
• System support activities such as helpdesk management, system troubleshooting, user training, and refresher courses.
• System maintenance tasks including system updates, configuration, customization, automation, and documentation of changes.
• Ad hoc services related to system customization, automation, and integrations, along with ensuring business continuity and compliance with relevant legislation (e.g., POPIA).
• Monitoring service quality through monthly reviews and adhering to the SLA to address unsatisfactory performance or security issues.

Technical Requirements

The technical specifications include:

• Support for the current HR and Payroll modules, ensuring system stability, security, and data integrity.
• Provision of technical documentation, manuals, and configuration details for audit and troubleshooting purposes.
• Implementation of security measures such as access controls, audit trails, encryption, and compliance with POPIA and other relevant legislation.
• System customization, automation, and integration capabilities as per municipality needs.
• Support for system upgrades, patches, and bug fixes within agreed timeframes.
• Availability of helpdesk and support services with defined priority levels and response times.
• Data ownership remains with the municipality, with provisions for data security, privacy, and confidentiality.

Skills Requirements

The service provider must demonstrate:

• Experience in supporting and maintaining Human Resource and Payroll systems, preferably within municipal or public sector environments.
• Key personnel with at least two CVs highlighting relevant system support and maintenance experience.
• Technical expertise in system configuration, customization, automation, and integration.
• Proven ability to provide end-user training, refresher courses, and technical documentation.
• Capability to deliver support through multiple channels (remote, on-site, email, telephonic).
• Ability to adhere to service quality standards, response times, and security protocols.
• Registration on the National Treasury’s Central Supplier Database (CSD) and valid Tax Clearance Certificate.