Call for Proposals - 83376806 - Development of a centralized web-based integrated customer care and complaints management system for the City of Mbombela tender

The Governance Support Programme (GSP II) is a partnership programme agreed to between the Governments of South Africa and Germany. It is a technical cooperation programme co-steered at national level in a partnership between the Department of Cooperative Governance, the Department of Public Service and Administration, the National Treasury, the Department of Planning, Monitoring and Evaluation and the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ), the latter responsible for the implementation of the development contributions on behalf of the German Federal Ministry for Economic Cooperation and Development and the United States Agency for International Development.

The GIZ GSP II is seeking to appoint a suitably qualified service provider to support the City of Mbombela in establishing a centralized web-based integrated system to automate its customer care and complaints management processes. The system must enable the municipality to  (1) record complaints and queries electronically, (2) enable  referral and escalation of complaints to specific departments, (3) provide feedback and updates to customers/complainants via multiple channels (sms, whatsapp and email), (4) generate reports and analytics for management planning purposes and (5) it must be accessible via internet as well as mobile app using different devices such as smart phones, laptops, iPads and desktop computers.

GIZ invites eligible and professional companies with local presence in South Africa, to participate in this tender.

Tender documents are available for downloading until 26.03.2021.

Your proposal must be submitted to ZA_Quotation@giz.de by 06.04.2021.

Please quote reference 83376806 when submitting the documentation.

Late submissions will not be accepted.

All bids to be submitted electronically in PDF ONLY to: ZA_Quotation@giz.de

Bids sent via Dropbox and WeTransfer will not be accepted.