Objectives

The primary objective of this tender is to appoint a qualified service provider to supply, install, and maintain a comprehensive Unified Communications (UC) platform for Mossel Bay Municipality. The system aims to modernize communication infrastructure, integrating voice, video, messaging, and collaboration tools into a single, scalable, secure, and open-standard platform that supports both on-premise and cloud deployment. The solution should enhance operational efficiency, improve communication workflows, and support the municipality’s strategic ICT needs over a minimum period of three years.

Scope

The scope includes:

• Provision of a software-based UC system supporting open standards (e.g., SIP) with flexibility in hardware and SIP trunking providers.
• Installation, configuration, and support of the UC platform, including licenses and support services for at least three years.
• Deployment supporting a minimum of 48 concurrent voice calls, scalable up to 1,000 extensions.
• Integration with existing systems such as CRM, relationship management, and other communication channels.
• Provision of features including auto-attendant, voicemail-to-email, conferencing, messaging, call routing, IVR, call recording, reporting, and analytics.
• Support for both cloud hosting (AWS, Azure, or equivalent) and on-premise deployment, with specified hardware specifications for on-premise infrastructure.
• Provision of management tools, real-time monitoring, and remote support capabilities.
• Adherence to data privacy, security standards, and compliance requirements.
• Training, documentation, and ongoing support for the municipality’s staff.

Technical Requirements

The technical specifications include:

• Support for open SIP standards and interoperability with various IP phones and gateways.
• Scalability to support at least 48 concurrent calls, up to 1,000 extensions.
• Features such as call parking, forwarding, ring groups, busy lamp field (BLF), hot desking, call transfer, queuing, and skill-based routing.
• Multi-level IVR with customizable prompts, time-based routing, and fallback options.
• Support for desktop and mobile apps (Windows, macOS, iOS, Android).
• Integration with popular messaging platforms (WhatsApp, Facebook Messenger).
• Real-time call analytics, queue management, and reporting dashboards.
• Deployment options: cloud-based (AWS, Azure) and on-premise with specified hardware components (CPU, RAM, storage, network interfaces).
• Security protocols including TLS/SRTP, anti-DDoS, toll fraud prevention, and secure data storage and transmission.
• Open APIs for third-party integration and support for remote site connectivity via SBCs.
• Support for scheduled backups, failover, and disaster recovery.
• Provision of training, user manuals, and technical documentation.

Skills Requirements

The successful bidder must demonstrate:

• Experience in deploying and supporting unified communication systems, with a minimum of 1-3 years relevant experience.
• Provision of references related to similar UC projects, with validated contact details and project scope.
• Qualified personnel including project managers, technical staff, and support engineers with verifiable CVs and relevant vendor certifications.
• Capability to provide on-site and remote support, including training and troubleshooting.
• Knowledge of open standards (e.g., SIP), cloud deployment platforms, and integration with third-party systems such as CRM and ERP.
• Ability to meet the specified technical and functional requirements within the project timeline.
• Proven track record of delivering scalable, secure, and compliant UC solutions in similar organizational contexts.