Objectives

The primary objective of this tender is to appoint qualified service providers to support, maintain, upgrade, expand, and transfer skills related to the Enterprise Resource Planning (ERP) system implemented by the City of Ekurhuleni (CoE) and its entities. The aim is to ensure systems operate at peak performance, support organizational growth, reduce operational costs, and facilitate a transition to a smart city through innovative ICT solutions.

Scope

The scope encompasses:

• Support and Maintenance: Providing ongoing support for modules including Land Information Management, Disaster & Emergency Management, Town Planning & Building Control, Payment Portals, WSO2, Workflow/Orbit, Financial & Revenue Management, Point of Sale, Treasury Reporting, HR & Payroll, Oracle ERP, SSL Certificates, Mimecast, Microsoft, Cyber Security, and Data Capturing Services.
• Transfer of Skills: Delivering end-to-end ERP services, including system stability, performance optimization, regulatory compliance, and business continuity. Training and capacity building for functional and technical staff are integral.
• Upgrade & Expansion: Supporting system upgrades, enhancements, and expansion activities aligned with organizational needs and ICT standards.
• Support for Modules: Specific modules such as Land Management, Disaster Management, Town Planning, Payment Portals, WSO2, Oracle ERP, SSL, Mimecast, Microsoft, Cyber Security, Data Capture, and others.
• Optional Activation & Termination: The City reserves the right to activate or terminate services with prior notice during the contract period.

Technical Requirements

The technical scope includes:

• Support & Maintenance: Regular updates, bug fixes, technical support, incident resolution, and system monitoring for specified modules.
• Transfer of Skills: Training programs, knowledge transfer, documentation, and mentorship for City staff, ensuring operational independence.
• Support Levels & Response Times: Defined severity levels with response and resolution times (e.g., Severity 1: 1-hour response, 8-hour resolution).
• Support Infrastructure: Qualified personnel, OEM accreditation, adherence to ICT standards, security policies, and governance frameworks.
• Service Level Agreements (SLAs): Clear performance metrics, reporting, and penalties for non-compliance.
• Security & Insurance: Adequate insurance coverage, confidentiality, and compliance with occupational health and safety regulations.
• Module-specific OEM Accreditation: Certification and accreditation for modules like Land Management, Disaster Management, Town Planning, WSO2, Oracle ERP, SSL, Mimecast, Microsoft, Cyber Security, and Data Capture services.

Skills Requirements

The tender mandates the following skills and qualifications:

• Technical Skills:
  • ERP system support and maintenance expertise across modules.
  • Specialized knowledge in WSO2, Oracle ERP, Microsoft technologies, Cyber Security, SSL, Mimecast, and Data Capture.
  • Support and implementation of cloud and on-premise solutions.
  • Development, integration, and support of enterprise applications.
  • Knowledge of ICT standards, security protocols, and compliance frameworks.
• Professional Certifications & Qualifications:
  • OEM accreditation for relevant modules.
  • Certifications such as Microsoft Certified Solutions Architect, Oracle Certified Professionals, Cyber Security certifications (e.g., SOC Analyst, Cyber Response Engineer).
  • Specialist roles like ERP Developers, WSO2 Integration Specialists, Oracle DBAs, Cyber Security Analysts, and Data Capture Experts.
• Experience & Capacity:
  • Proven track record in implementing and supporting enterprise systems.
  • Contactable references demonstrating successful project delivery.
  • Financial capacity to support large-scale ICT projects (minimum R3 million to R5 million as applicable).
  • Ability to provide ongoing training, documentation, and knowledge transfer.
• Other Skills:
  • Strong communication and reporting skills.
  • Ability to work within SLA frameworks and adhere to contractual obligations.
  • Knowledge of municipal ICT policies, security standards, and legal compliance.