Objectives

The primary objectives of this tender are to appoint one or two qualified service providers to:

• Supply, install, integrate, and maintain Remote Credit Control Devices (CCRMD) for electricity disconnections and reconnections.
• Provide comprehensive credit control operational services, including disconnections, reconnections, water restrictions, notifications, workflow management, and field technician oversight.
• Implement and maintain a Workflow Management System (WFMS) integrated with the municipality’s Financial Management System (FMS).
• Support revenue protection and enhancement by reducing arrears, improving data integrity, and identifying revenue anomalies.

Scope

The scope encompasses delivering an integrated credit control solution comprising:

3.1 Remote Credit Control Management Solution (Hardware + Software)

• Supply, installation, and commissioning CCRMD devices with specified technical features (e.g., 60A capacity, network compatibility, tamper-proof, last known status retention).
• Provision of a cloud-based management platform supporting overhead and underground installations, multiple user logins, and real-time control.
• Software integration with billing, CRM, prepayment, and debtor systems via APIs, with real-time reporting and alerting.

3.2 Operational Services

• Executing electricity and water disconnections, reconnections, restrictions, and closures based on predefined levels and criteria.
• Field operations using handheld devices with GPS and photographic evidence, with daily uploads to FMS.
• Establishing an off-site operations centre within 30 days, managing stock, vehicles, PPE, tools, and staff.

3.3 Workflow Management System (WFMS)

• Web-based, cloud-enabled system capable of scheduling actions, supporting over 40 users, with full audit trails, dashboards, and secure data storage.
• Two-way communication (SMS, MMS, email) with consumers, stock management, and notice printing capabilities.

3.4 Revenue Enhancement

• Extract and analyze billing data to identify anomalies, produce exception reports, and recommend adjustments.
• Review revenue management policies, reconcile property and valuation data, and identify revenue opportunities.

3.5 Maintenance & Support

• Routine maintenance, firmware/software updates, device repairs, and 24-hour support for operational technologies.
• Ownership of devices remains with the municipality.

Technical Requirements

• CCRMD devices with specified electrical and network features, tamper-proof mechanisms, and last known status retention.
• Cloud-based management platform supporting remote control, real-time reporting, and integration via APIs.
• Operational functionalities including remote disconnection/reconnection, SMS notifications, logging, visual indicators, and audit trails.
• Workflow management system supporting scheduling, multi-user access, GPS and photo evidence, dashboards, and secure data storage.
• Field operational capabilities with handheld devices, GPS, photographic evidence, and daily uploads.
• Revenue analysis tools for anomaly detection, reconciliation, and policy review.
• Device approval certification (e.g., SABS) and compliance with health and safety standards.

Skills Requirements

• Experience of at least 6 years in executing similar municipal credit control actions.
• Proven track record with at least one pilot project within local, provincial, or national government.
• Capability to supply, install, and maintain CCRMD hardware and integrated software solutions.
• Expertise in workflow system development, API integration, and real-time reporting.
• Field operational skills including GPS, photographic documentation, and handheld device management.
• Financial and revenue analysis skills, including anomaly detection, reconciliation, and policy review.
• Qualified personnel with relevant trade certifications (e.g., electricians, plumbers), project leads with minimum 3 years’ experience, and capacity to provide training and support.
• Ability to establish and operate an off-site operations centre, manage stock and vehicles, and provide 24/7 support.
• Compliance with health, safety, and device certification standards (e.g., SABS).