Objectives

The primary objective of this tender is to appoint a qualified service provider to supply, install, and maintain a comprehensive SDWAN solution integrated with managed firewalls, a unified communication platform (UCAAS), and domains management services for a period of 36 months. The goal is to enhance the cidb’s network infrastructure, communication capabilities, and security posture, ensuring reliable, secure, and integrated ICT services across multiple regional offices and contact centers.

Scope

The scope encompasses:

• Supply, deployment, and maintenance of SDWAN, firewalls, DNS, DMZ, SSL certificates, and DMARC tools.
• Provision of internet bandwidth with QoS mechanisms for prioritizing real-time traffic, including primary and secondary internet links with redundancy.
• Implementation of enterprise telephony, cloud contact center (CCaaS), and unified communication (UCaaS) solutions integrated with Microsoft Teams.
• Deployment of digital switchboards, admin portals, voice management systems, and storage for voice recordings.
• Integration of communication channels including VoIP, SMS, email, live chat, social media (Facebook, WhatsApp), and chatbot functionalities.
• Provision of security features such as intrusion prevention, content filtering, secure connectivity (ExpressRoute), and encryption.
• Provision of management portals, reporting tools, and support for AI-driven features like speech-to-text, sentiment analysis, and virtual assistants.
• Training, change management, and ongoing support for the duration of the contract.

Technical Requirements

The technical specifications include:

• SDWAN with dedicated primary and secondary links, supporting QoS and traffic prioritization.
• Managed firewalls with internet breakout and redundancy.
• Enterprise telephony with VoIP, PSTN connectivity via Teams, call management, recording, voicemail, and presence synchronization.
• Cloud contact center (CCaaS) supporting omnichannel engagement, AI integration, and CRM connectivity.
• Unified communication platform (UCaaS) with support for softphones, mobile apps, web access, and integration with Microsoft Teams.
• Security measures including intrusion detection, content filtering, encryption, MFA, and role-based access controls.
• Management portals for network, communication, and security services with real-time dashboards and reporting.
• Compliance with relevant standards such as POPIA, ISO 27001, and local telecommunications regulations.

Skills Requirements

The successful bidder must demonstrate:

• Experience in deploying and maintaining SDWAN, managed firewalls, and enterprise security solutions.
• Proven expertise in implementing unified communication systems, including VoIP, contact centers, and collaboration platforms like Microsoft Teams.
• Capability to integrate multi-channel communication platforms with CRM and other enterprise systems.
• Strong project management skills with experience in large-scale ICT deployments over multi-year periods.
• Technical proficiency in network security, cloud services, and compliance with industry standards.
• Qualified personnel including project managers, network engineers, security specialists, and UCaaS/CCaaS experts with relevant certifications and experience.
• Ability to provide ongoing support, training, and performance monitoring throughout the contract period.