Objectives

To procure, implement, and maintain a centralized Customer Relations Management (CRM) database and system that consolidates client data, streamlines service request tracking, enhances communication workflows, and improves overall service delivery efficiency for Drakenstein Municipality.

Scope

The successful bidder will deliver a complete CRM solution encompassing system architecture design, database configuration, software deployment, legacy data migration, user training, and post-implementation support. The scope includes ensuring compatibility with municipal IT infrastructure, establishing robust data security and access control protocols, and providing comprehensive reporting and analytics dashboards. All deliverables must comply with the municipality’s Supply Chain Management Policy and national procurement regulations.

Technical Requirements

• The proposed system must achieve a minimum functionality score of 70% to qualify for further evaluation under the preference point system.
• Solutions must be scalable, secure, and capable of handling high-volume transactional data with role-based access controls and audit logging.
• Bids must be submitted using official municipal documentation and remain valid for a minimum of 120 days after the closing date.
• Strict tax compliance is mandatory; non-compliant bidders will be disqualified prior to contract award.
• The system must support automated workflows, multi-channel customer interaction tracking, and seamless integration capabilities with existing municipal platforms.

Skills Requirements

• Proven expertise in designing, deploying, and supporting enterprise-level CRM systems within public sector environments.
• Proficiency in database administration, data modeling, API integration, and cloud or on-premise deployment architectures.
• Strong project management capabilities, including resource allocation, risk mitigation, milestone tracking, and stakeholder coordination.
• Experience developing comprehensive user training programs and conducting effective knowledge transfer sessions for municipal personnel.
• Familiarity with municipal SCM frameworks, preferential procurement regulations, and responsive bidding procedures.

Key Procurement & Evaluation Terms

80/20 Preference Point System: An evaluation framework where 80% of the total score is allocated to price competitiveness and 20% to socio-economic development objectives (e.g., empowerment status, local economic participation).

Functionality Threshold (70%): A mandatory technical benchmark. Bidders scoring below 70% on system functionality are excluded from consideration, regardless of pricing or preference points.

MBD 1 (Part B): A standard municipal bid form requiring bidders to declare tax clearance status. Contracts cannot be awarded to entities deemed non-compliant with South African Revenue Service (SARS) tax obligations at the time of award.