Objectives

The primary objective of this tender is to procure a comprehensive Complaints Management System for Ray Nkonyeni Municipality, including supply, installation, and maintenance over a three-year period. The system aims to enhance customer care and relations by providing seamless coordination between various municipal functions, enabling efficient query handling, tracking, reporting, and stakeholder communication.

Scope

The scope encompasses the provision of a Complaints Management System that includes:

• Supply and installation of the system hardware and software.
• Development or procurement of a CRM-enabled complaints management platform.
• System configuration to support functionalities such as query receipt, allocation, tracking, notifications, and reporting.
• Provision of a mobile application for consumers to submit queries and access municipal accounts remotely.
• Integration of bulk SMS and email notifications.
• Training municipal officials and stakeholders.
• Ongoing maintenance and technical support for three years.

Technical Requirements

The system must:

• Enable receipt, allocation, and tracking of consumer queries.
• Allow uploading comments, documents, and relevant materials by officials.
• Identify query allocation to specific officials and monitor status.
• Generate statistical reports and dashboards for management and council decision-making.
• Provide audit trails of all activities and tasks.
• Support printable and downloadable customer reports.
• Implement role-based access control with privilege management.
• Send bulk SMS and email notifications to stakeholders.
• Include a mobile app for query submission and account access.
• Integrate with existing municipal systems where applicable.
• Ensure system security, data integrity, and compliance with relevant standards.

Skills Requirements

The bidder must demonstrate:

• Proven experience in supplying, installing, and maintaining Complaint Management Systems or similar ICT solutions, with at least 5 years of relevant experience.
• Qualifications in ICT-related fields for the team leader and key personnel.
• Capability to develop or customize CRM-enabled complaint systems.
• Technical expertise in system integration, mobile app development, and database management.
• Ability to provide user training, technical support, and system documentation.
• Experience working with municipal or government entities, preferably within South Africa.