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PROVINCE OF KWAZULU-NATAL
REQUEST FOR PROPOSALS (RFP) FOR THE
CONSOLIDATED DEPARTMENTAL CALL CENTRE
COMPULSORY BRIEFING SESSION:
DATE: 27 AUGUST 2010
VENUE: 1ST FLOOR BOARDROOM, EXECUTIVE
BLOCK, DEPARTMENT OF TRANSPORT,
172 BURGER STREET,
PIETERMARITZBURG
TIME: 10:00 AM
THE CLOSING DATE AND TIME FOR SUBMISSION
OF OFFERS IS 08 SEPTEMBER 2010 AT 11:00
DEPARTMENT OF TRANSPORT 172 BURGER
STREET PIETERMARITZBURG
NB: Please down load and complete the ZNT30 document which must be included with RFP and
supporting documents at the close of tender.
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TABLE OF CONTENT
CONSOLIDATED DEPARTMENTAL CALL CENTRE
PAGE
RFP 3-7
REGISTRATION ON THE PROVINCIAL SUPPLIERS DATABASE 8
DECLARATION THAT INFORMATION ON PROVINCIAL
SUPPLIER DATABASE IS CORRECT AND UP TO DATE 9
DECLARATION OF INTEREST 10-12
OFFICIAL BRIEFING SESSION CERTIFICATE 13
TAX CLEARANCE CERTIFICATE REQUIREMENTS 14
APPLICATION FOR PREFERENCE POINTS FORM (ZNT 30) 15-28
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REQUEST FOR PROPOSALS FROM ANALYSTS TO DEVELOP THE BUSINESS CASE AND
USER REQUIREMENTS FOR A CONSOLIDATED BUSINESS CALL CENTRE
1. BACKGROUND
The Department is currently running a number of decentralized systems such as Road Safety
Mpimpa Call Centre, Road Traffic Communications SMS System, Corporate Support Services
Call Centre, Motor Transport Services E-Natis Help desk.
The Master System Plan that was developed in 2009 envisages a consolidated call centre with
the following high level functionality as the requirement:
• Reporting of Road Safety Issues
• Reporting of Public Transport issues
• Single point of contact
• Critical incident management
• 24 hour operations
• Separate radio communication network
• ICT support desk
• Centralised register and Control Room
• Monitoring and follow up of investigations
• Occurrence book needs to be real time
The master systems plan also lists the following initiatives:
• Telephone which centralise all call centre infrastructure with skills based routing and
agent monitoring and reporting
• RTI response centre,
• Vehicle tracking,
3
2. OBJECTIVE
The Department would like to have a central point of contact for the public and to ensure that
queries, reports or complaints are directed to the correct people and that adequate responses
are provided. Therefore the services of an Analyst are required in respect of obtaining the
requirements for tender for such a venture.
3. SCOPE OF WORK
An Analyst is to be appointed to:
a) Provide expert knowledge and advice to the Department in respect of call centres and
response centres.
b) Interview all the stakeholders in order to obtain the overall business requirements that will
inform the Department as to what business issues the Call Centre/Response Centre is to
address.
c) Prioritise these requirements within the different business units into a scale of critical,
essential, important, and nice to have.
d) Consult with industry as to possible solutions in respect of the business requirements and
obtain budgetary costs for such solutions.
e) Consultation with the Chief Financial Officer and the Head of Department in respect of
available finances and Departmental priorities.
f) Determine a project phasing and User Requirements Document.
g) Provide a document for tender for phase 1.
Department is expecting the analyst to advise the Department on a way forward. It must be
noted that the service provider appointed in terms of this RFP, will be required to develop
tender specifications, and thus will not be permitted to tender for such services.
4. DATA SOURCE
The following data can be made available to the successful consultant:
• Information Technology Master Systems Plan
• Road Traffic Inspectorate – Vehicle tracking
• 2010 joint operations centre requirements
• Various articles on different commercial response centres
• Current Mpimpa Call Centre Operation and System
• Various notes taken during meetings
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5. DURATION OF ENGAGEMENT
The duration of this engagement will be for a period of three (3) months.
6. COMMUNICATION
The Department will establish the communication procedures and processes for all
consultation. The Analyst will be required to ensure that the Department is regularly informed
of project progress. The channel of communication will be strictly through the Office of the
Head: Corporate Services.
7. CONDITION OF THE CONTRACT
The service provider appointed in terms of this RFP, will be required to develop tender
specifications, and thus will not be permitted to tender for such services.
The successful service provider will be required to sign a formal contractual agreement
with the Department and will be bound by the terms and conditions contained therein. No
appointment will be deemed to be finalized without the agreement being signed by the
contracting parties.
It is expected that a schedule of deliverables including a structured breakdown of work
(containing a list of tasks), and proposed meetings dates be included in the proposal,
A proposal should include costs and time schedule of deliverables, estimate of hours for
each member of the team/consortium in their specific areas of expertise.
The successful service provider is expected not to discuss or make any information
available to any member of the public, press, other bidder or any other unauthorized
person (s) except as authorized by the General Manager: Corporate Services or her
delegate.
8. EVALUATION CRITERIA
The proposals that are received from Service Providers for this project will be evaluated in
terms of Supply Chain Management (SCM) Provincial Policy Framework. The prescripts of the
Preferential Procurement Regulations, 2001 as augmented by SCM Policy Framework will be
adhered to and the involvement of HDI and promotion of specific goals, skills, experience and
functionality will also be considered as well as pricing.
The following evaluation criteria for functionality will be weighted and considered in the
selection process as follows:
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Experience of Analyst (30)
• Business analysis experience on complex projects (5)
• Knowledge of call centres (5)
• IT related projects experience (5)
• Communications (5)
• Experience in advising Government Departments (5)
• Experience in advising on complex projects (5)
Quality of the methodology (35)
• Strategy (15)
• Timeframe (5)
• Qualification of Analyst (5)
• Quality control (5)
• Accessibility of the supplier to Call Centre, Response Centre and Computer Aided
Dispatch solutions experts (5)
Minimum qualification score for functionality will be 50. Bidders scoring less than 50
functionality points will be disqualified.
Points will be awarded as follows:
• Price (90)
• Preference Points (10)
9. OTHER DOCUMENTATION
The proposal submitted must include all information deemed necessary to evaluate your
proposal on the basis stipulated above. The following additional information is required:
• An original valid tax clearance certificate issued by the receiver of Revenue:
• Declaration of interest:
• Confirmation of registration on the Provincial Database:
• Completed ZNT 30 forms Obtainable from the Departments Supply Chain Management
Office or electronically at www.kzntreasury.gov.za. These forms will be used to assess
preference points claimed.
• CVs of staff directly involved in the execution of service, including copies of qualifications
claimed.
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10. COMPULSARY BRIEFING SESSION
The briefing session will be held as follows:
DATE: 27 August 2010
VENUE: 1st Floor Boardroom, Executive Block, Department of Transport, 172 Burger
Street, Pietermaritzburg
TIME: 10:00 am
11. PROPOSAL SUBMISSION
Proposals are to be delivered in a single sealed envelope marked: “CONSOLIDATED
BUSINESS CALL CENTRE” and placed in the tender box of the Department of
Transport, which can be found at:
The Front Entrance
172 Burger Street
Pietermaritzburg
3200
The proposals are to be submitted by no later than 08 September 2010 at 11h00. Please
note that any other request for information may be directed to Ms J. Scotts at telephone
no. (033) 355 8862.
The offers must remain valid for 90 days from the closing for submission of
proposals.
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REGISTRATION ON THE PROVINCIAL SUPPLIERS DATABASE
1. In terms of the KwaZulu-Natal Supply Chain Management Policy Framework, all suppliers of
goods and services to the Province of KwaZulu-Natal are required to register on the Provincial
Suppliers Database.
2. If you wish to apply for registration, forms may be downloaded from the website,
http://www.kzntreasury.gov.za, (click on “Document Library” and then choose “Forms”) or
obtained by phoning the toll free number 0800 201 049. This number is also available for
general enquiries relating to Provincial supply chain management issues.
3. If a business is registered on the Database and it is found subsequently that false or incorrect
information has been supplied, then the Department may, without prejudice to any other legal
rights or remedies it may have;
3.1 de-register the supplier from the Database,
3.2 cancel a bid or a contract awarded to such supplier, and the supplier would become
liable for any damages if a less favourable bid is accepted or less favourable
arrangements are made.
4. The same principles as set out in paragraph 3 above are applicable should the supplier
fail to request updating of its information on the Suppliers Database, relating to
changed particulars or circumstances.
5. Application for registration must be submitted to the Provincial Treasury. IF THE SUPPLIER IS
NOT REGISTERED AT THE CLOSING TIME OF BID, THE SUPPLIER WILL BE
DISQUALIFIED AT THE BID EVALUATION PROCESS.
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DECLARATION THAT INFORMATION ON PROVINCIAL SUPPLIER DATABASE IS
CORRECT AND UP TO DATE
(To be completed by bidder)
THIS IS TO CERTIFY THAT I (name of bidder/authorised representative)…………………………
…………..........................., WHO REPRESENTS (state name of bidder)…………………………...
………..............................................................................................................................................
AM AWARE OF THE CONTENTS OF THE KWAZULU-NATAL SUPPLIER DATABASE WITH
RESPECT TO THE BIDDER’S DETAILS AND REGISTRATION INFORMATION, AND THAT THE
SAID INFORMATION IS CORRECT AND UP TO DATE AS ON THE DATE OF SUBMITTING THIS
BID.
AND I AM AWARE THAT INCORRECT OR OUTDATED INFORMATION MAY BE A CAUSE FOR
DISQUALIFICATION OF THIS BID FROM THE BIDDING PROCESS, AND/OR POSSIBLE
CANCELLATION OF THE CONTRACT THAT MAY BE AWARDED ON THE BASIS OF THIS BID.
............................................................................................................
SIGNATURE OF BIDDER OR AUTHORISED REPRESENTATIVE
DATE :....................................................
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DECLARATION OF INTEREST
1. Any legal person, including persons employed by the state*, or persons having a kinship with
persons employed by the state, including a blood relationship, may make an offer or offers in
terms of this invitation to bid (includes a price quotation, advertised competitive bid, limited
bid or proposal). In view of possible allegations of favouritism, should the resulting bid, or
part thereof, be awarded to persons employed by the state, or to persons connected with or
related to them, it is required that the bidder or his/her authorised representative declare
his/her position in relation to the evaluating/adjudicating authority and/or take an oath
declaring his/her interest, where-
- the bidder is employed by the state; and/or
- the legal person on whose behalf the bidding document is signed, has a relationship
with persons/a person who are/is involved in the evaluation and or adjudication of the
bid(s), or where it is known that such a relationship exists between the person or
persons for or on whose behalf the declarant acts and persons who are involved with
the evaluation and or adjudication of the bid.
2. In order to give effect to the above, the following questionnaire must be completed
and submitted with the bid.
2.1 Full Name of bidder or his or her representative: ………………………………….
2.2 Identity Number: ………………………………………………………………………
2.3 Position occupied in the Company (director, shareholder etc):……………………
2.4 Company Registration Number: ………………………………………………..…….
2.5 Tax Reference Number:……………………………………………………….………
2.6 VAT Registration Number:…………………………………………………………....
* “State” means –
(a) any national or provincial department, national or provincial public entity or constitutional
institution within the meaning of the Public Finance Management Act, 1999 (Act No. 1 of
1999);
(b) any municipality or municipal entity;
(c) provincial legislature;
(d) national Assembly or the national Council of provinces; or
(e) Parliament.
2.7 Are you or any person connected with the bidder YES / NO …….
presently employed by the state?
2.7.1 If so, furnish the following particulars:
Name of person / director / shareholder/ member: ..………………………………
Name of state institution to which the person is connected:…………………………
Position occupied in the state institution: …….……………………………………
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Any other particulars:
………………………………………………………………
………………………………………………………………
………………………………………………………………
2.8 Did you or your spouse, or any of the company’s directors YES / NO ……
shareholders / members or their spouses conduct business
with the state in the previous twelve months?
2.8.1 If so, furnish particulars:
…………………………………………………………………..
…………………………………………………………………..
…………………………………………………………………...
2.9 Do you, or any person connected with the bidder, have any relationship (family, friend, other)
with a person employed by the state and who may be involved with the evaluation and or
adjudication of this bid? YES / NO ………
2.9.1 If so, furnish particulars.
……………………………………………………………………………………………………………
………………………………………………………………………………………….
2.10 Are you, or any person connected with the bidder,
aware of any relationship (family, friend, other) between the bidder and any person
employed by the state who may be involved with the evaluation and or adjudication of this
bid? YES / NO ………
2.10.1 If so, furnish particulars.
………………………………………………………………………………………………………………
……………………………………………………………………………………………………………..
2.11 Do you or any of the directors /shareholders/ members of the company have any interest in
any other related companies whether or not they are bidding for this contract? YES / NO
……..
2.11.1 If so, furnish particulars:
………………………………………………………………………………………………………………
…………………………………………………………………
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DECLARATION
I, THE UNDERSIGNED (NAME)…………………………………………………………
CERTIFY THAT THE INFORMATION FURNISHED IN PARAGRAPHS 2.1 TO 2.11.1 ABOVE IS
CORRECT.
I ACCEPT THAT THE STATE MAY ACT AGAINST ME IN TERMS OF PARAGRAPH 23 OF
THE GENERAL CONDITIONS OF CONTRACT SHOULD THIS DECLARATION PROVE TO BE
FALSE.
………………………………….. ..……………………………………………
Signature Date
…………………………………. ………………………………………………
Position Name of bidder
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OFFICIAL BRIEFING SESSION CERTIFICATE
N. B.: THIS FORM IS ONLY TO BE INCLUDED AND COMPLETED WHEN APPLICABLE TO THE
BID.
Institution involved: ....................................................................................................
Bid No: ...........................
Service: CONSOLIDATED DEPARTMENTAL CALL CENTRE
*******************************************************
THIS IS TO CERTIFY THAT (NAME) ..................................................................................
ON BEHALF OF ...................................................................................................................
ATTENDED A BRIEFING SESSION ON ..............................................................(DATE)
AND IS THEREFORE FAMILIAR WITH THE CIRCUMSTANCES AND THE SCOPE OF THE
SERVICE TO BE RENDERED.
.......................................................................................................................
SIGNATURE OF BIDDER OR AUTHORISED REPRESENTATIVE
(PRINT NAME)
DATE: ....................................................
.......................................................................................................................
SIGNATURE OF DEPARTMENTAL REPRESENTATIVE
(PRINT NAME)
.......................................................................................................................
DEPARTMENTAL STAMP:
(OPTIONAL)
DATE: ....................................................
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TAX CLEARANCE CERTIFICATE REQUIREMENTS
It is a condition of a bid that the taxes of the successful bidder must be in order, or that satisfactory
arrangements have been made with South African Revenue Service (SARS) to meet the bidder’s tax
obligations.
1. In order to meet this requirement, bidders are required to complete in full the attached form
TCC 001 “Application for a Tax Certificate” and submit it to any SARS branch office nationally.
The Tax Clearance Certificate Requirements are also applicable to foreign bidders/individuals
who wish to submit bids.
2. SARS will then furnish the bidder with a Tax Clearance Certificate that will be valid for a period
of 1 (one) year from the date of approval. Copies of TCC 001 “Application for a Tax Clearance
Certificate” form are available from any SARS branch office nationally or on the website
www.sars.gov.za.
3. The original Tax Clearance Certificate must be submitted together with the bid. Failure to
submit the original and valid Tax Clearance Certificate will result in the invalidation of the bid.
Certified copies of the Tax Clearance Certificate will not be acceptable.
4. In bids where Consortia/Joint Ventures/Sub-contractors are involved, each party must submit a
separate Tax Clearance Certificate.
5. Applications for the Tax Clearance Certificates may also be made via eFiling. In order to use
this provision, taxpayers will need to register with SARS as eFilers through the website
www.sars.gov.za.
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