Objectives

The primary objective of this tender is to procure a fully functional customer care system that supports incident management and conversational support, enabling the Ntabankulu Local Municipality to enhance service delivery. The system should facilitate logging complaints and compliments, automate self-service across multiple channels, and improve agent productivity by providing a comprehensive view of customer interactions. The overarching goal is to ensure effective, efficient, and community-centered service delivery aligned with human rights principles and the Batho Pele principles.

Scope

The scope of the project includes:

• Provision of a customer care system supporting incident (ticketing) and conversational support functionalities.
• Automation of self-service features across various communication channels, including a scalable knowledge base, chatbots (e.g., WhatsApp ServiceBot), and ticket logging capabilities.
• Development of a user-friendly, customizable Customer Support Portal with features such as ticket viewing, reply functionalities, and knowledge base widgets.
• Enhancement of agent productivity through multi-channel interaction management, personalized service, and a 360-degree customer view.
• Implementation of AI and automation tools for ticket deflection and reducing wait times.
• Support for a 12-month Service Level Agreement for system provision and support.

Technical Requirements

The technical specifications include:

• Support for incident management (ticketing) and conversational support via multiple channels.
• Automated self-service capabilities with a scalable knowledge base and interactive widgets.
• Integration of AI-driven ticket and conversation deflection to optimize agent workload.
• Provision of a Customer Support Portal that allows customers to log tickets, view all their tickets, and interact via chatbots (e.g., WhatsApp).
• Ability for agents to view all customer interactions across channels in one unified interface.
• Support for customization and scalability to accommodate future needs.
• System ownership or partnership agreement proof with system owners.
• Experience in providing similar systems to government institutions, supported by reference letters.
• Milestone-based project implementation plan with clear delivery periods.

Skills Requirements

The successful bidder must demonstrate:

• Proven experience in implementing customer service systems for government or similar institutions, supported by reference letters.
• Capability to develop and propose a detailed work plan responding to all specified functional requirements.
• Experience in project management, with CVs indicating at least 3-5 years of relevant experience in system solutions implementation.
• Technical expertise in AI, multi-channel communication platforms, knowledge base management, and chatbot integration.
• Ability to deliver a scalable, customizable, and user-friendly customer care solution within the stipulated timeframe.