Objectives

The primary objective of this tender is to procure a cloud-hosted Enterprise Service Management (ESM) Software-as-a-Service (SaaS) solution for the Road Accident Fund (RAF). The solution aims to enhance service delivery, automate processes, improve governance, and support RAF’s digital transformation initiatives. It includes a five-year support, maintenance, and subscription service to ensure continuous operation and optimization of the ESM platform.

Scope

The scope of the tender encompasses:

• Provision of a cloud-native ESM SaaS platform hosted within the OEM’s secure cloud environment, with all data hosted within South Africa.
• Implementation, configuration, and optimization of all required modules aligned with RAF’s organizational structure and governance frameworks.
• Support for both IT Service Management (ITSM) and enterprise-wide service management capabilities, including lifecycle workflows, case management, asset tracking, and performance monitoring.
• Integration with existing systems via robust connectors and interoperability tools.
• Provision of ongoing support, maintenance, updates, and technical assistance over a period of five years.
• Training, change management, and knowledge transfer to RAF staff.
• Provision of a scalable subscription model supporting various teams and user groups within RAF.

Technical Requirements

The solution must meet the following technical specifications:

• Hosted within the OEM’s secure cloud environment, with data residency within South Africa.
• Aligned with enterprise-grade architecture and security standards.
• Fully compliant with ITIL v3 and/or ITIL v4 best practices for lifecycle management.
• Core ITSM capabilities including incident, problem, change, configuration management, automation, escalation, and trend analysis.
• Extended enterprise-wide service management features such as lifecycle workflows, case management, onboarding/offboarding, and non-IT asset tracking.
• Advanced AI and automation capabilities for improved service delivery and operational efficiency.
• Modern omni-channel user experience supporting self-service and multi-channel access.
• Robust integration capabilities via APIs and connectors, including interoperability with existing systems.
• High availability, fault tolerance, resilience, and security measures to ensure continuous operation.
• Real-time operational visibility, performance monitoring, and configurable reporting, including AI-driven analytics and anomaly detection.

Skills Requirements

The bidder must demonstrate the following skills and capabilities:

• Expertise in deploying and managing SaaS-based ESM and ITSM solutions, preferably aligned with ITIL standards.
• Proven experience in cloud hosting, security, and data residency within South Africa.
• Strong technical skills in system configuration, customization, and integration with existing enterprise systems.
• Capability to provide comprehensive training, change management support, and knowledge transfer to client staff.
• Ability to deliver ongoing technical support, incident resolution, and system maintenance as per specified response and resolution times.
• Experience in developing and delivering detailed reports, dashboards, and AI-driven analytics for enterprise service management.
• Demonstrated ability to support large user bases, including service desk agents, support teams, and end-users.