Objectives

The primary objective of this tender is to appoint an accredited Sage Systems Service Provider to deliver comprehensive support and maintenance services for the Umgungundlovu District Municipality's Sage ERP systems and modules over a period of 3 years. The goal is to ensure system performance, compliance with national regulations such as mSCOA, security, and optimal utilization to support core municipal functions including finance, HR, payroll, procurement, and reporting.

Scope

The scope encompasses:

• Provision of support and maintenance services for Sage ERP systems and related modules, including support for third-party add-ons.
• Ensuring Sage systems comply with the mSCOA framework, including setup, transaction classification, integration, and reporting.
• End-user support, incident management, system upgrades, user training, and strategic advisory.
• Support for system monitoring, change management, documentation, governance, licensing, and compliance.
• Support for third-party modules and future system enhancements, including collaboration and transparency with the municipality.
• Provision of support services such as incident resolution, planned support requests, training, and system maintenance.

Technical Requirements

The technical requirements include:

• Implementation and ongoing support of Sage ERP 200 Evolution and Sage VIP Pastel Payroll modules hosted on on-premise infrastructure.
• Compliance with mSCOA guidelines, including General Ledger setup, transaction classification, and report generation.
• Support for system health checks, performance optimization, database maintenance, patch management, and audit support.
• Support for system upgrades, configuration changes, and integration with other municipal systems (GIS, CRM, etc.).
• Provision of help desk services with defined response and resolution times based on incident priority levels.
• Disaster recovery capabilities for ERP systems and modules.
• Support for third-party and add-on modules, with collaboration on future development and system enhancements.
• Adherence to service level agreements, penalties for non-performance, and clear invoicing and reporting procedures.

Skills Requirements

The tenderer must demonstrate:

• Accreditation as a Business and Support Partner and Training Partner for Sage South Africa.
• Proven experience with Sage ERP and Payroll systems, including at least 3 recent municipal projects valued at a minimum of R1,500,000 each within the past 5 years.
• Support resources including support resources, support specialists, and trainers with relevant qualifications (Bachelor’s degree in IT, accounting, or related fields).
• Support personnel with 3-7 years of experience in Sage ERP support, system configuration, and change management.
• Support personnel with experience in incident management, system upgrades, and integration.
• Capability to provide training, documentation, and ongoing system enhancements.
• Ability to provide support for third-party modules and future system development, with collaborative planning skills.