Bid Summary: Citizen Interaction and Service Request Management Solution

1. Objectives

Thulamela Local Municipality invites bids for the implementation of an integrated Citizen Interaction and Service Request Management Solution with three (3) years of support. The primary objectives are to:

• Provide citizens with convenient digital channels (WhatsApp, Web Portal, Mobile App) to report service delivery issues and engage with the Municipality.
• Enable efficient capture, routing, assignment, monitoring, and resolution of service requests across municipal departments.
• Increase accountability and transparency by providing visibility into request status, progress, and outcomes.
• Improve operational efficiency through workflow automation, electronic case management, and digital record keeping.
• Strengthen performance monitoring with real-time dashboards, reporting tools, and analytics.
• Support field service operations by enabling electronic assignment and real-time feedback from field personnel.
• Contribute to the Municipality's Digital Transformation and Smart Municipality initiatives.
• Promote good governance and compliance with legislation including POPIA, MFMA, and the Municipal Systems Act.

2. Scope of Work

The successful bidder must deliver a web-based citizen engagement platform with the following components:

• Mandatory Communication Channels: WhatsApp Business integration, a Citizen Self-Service Web Portal, and a Mobile Application (iOS/Android).
• Service Request Management: Citizens must be able to log requests (e.g., water leaks, electricity faults, potholes, refuse complaints), attach images, capture location data, receive a unique reference number, track progress, and receive status notifications.
• Workflow Management: Automated case creation, assignment to departments, escalation workflows, prioritisation, SLA monitoring, and a full audit trail.
• Field Operations: Mobile access for field workers to receive assignments, view GPS locations, update job status, and upload completion photographs.
• Notifications: Automated updates via WhatsApp, email, and the mobile app at key stages (received, assigned, in progress, completed, escalated).
• Management Dashboard: Display of open requests, requests by department/ward, SLA performance, escalated cases, and response times.
• Reporting & Analytics: Generation of service request statistics, departmental performance reports, SLA compliance reports, and exportable reports (PDF/Excel).
• Training & Support: Administrator, supervisor, and end-user training, plus user manuals and documentation. Support includes helpdesk, corrective maintenance, software updates, and monitoring for a minimum of 12 months post-implementation.

3. Technical Requirements

• Web-based and cloud-ready solution.
• Role-based user access and secure authentication.
• Centralised database with data backup and recovery mechanisms.
• Full compliance with the Protection of Personal Information Act (POPIA).
• Support for integration through APIs.
• Accessible through standard web browsers (Chrome, Edge, Safari, etc.).

4. Skills and Experience Requirements

Bidders are evaluated on functionality (scored out of 100%, with a minimum pass mark of 70%) covering the following areas:

• Project Personnel (55 points): Qualifications and experience of key team members, including an Enterprise Implementation Lead (with SABSA certification), a Cybersecurity Specialist (CISSP), a Project Manager (PMP/Prince 2), an Implementation/Training Lead, and a Technical Support Team.
• Implementation Methodology (25 points): Structured methodology with milestones, understanding of the municipal environment, governance and compliance approach (POPIA/MFMA), change management strategy, and a post-implementation support model.
• Relevant Experience (10 points): Two or more formal reference letters from similar projects completed in the last five years.
• Solution Demonstration (10 points): A comprehensive demonstration document covering all prescribed modules.

5. Key Administrative Details

• Bid Number: 10/2026/2027
• Closing Date: 23 September 2026 at 11:00 AM
• Contract Period: 36 months (implementation plus three years of support).
• Evaluation: 80/20 preference points system (80 for price, 20 for specific goals such as Black ownership, Women ownership, Youth, and Disability).
• Validity Period: Bids must remain valid for 90 days after closing.
• Compulsory Requirements: Tax Compliance Status, Company Registration (CK), CSD registration, and proof that municipal rates and taxes are not in arrears.