South Africa’s social security agency is seeking a cloud-based contact centre service to modernise how it handles citizen queries and complaints. The South African Social Security Agency (SASSA) published a tender this week to appoint a provider for a cloud-based omni-channel contact centre as a service, or CCaaS, alongside full operations management.
SASSA seeks cloud contact centre
SASSA currently manages customer support through a mix of internal and outsourced arrangements, regional and local offices, email channels, and online services. The agency says the existing managed services contract expires in November 2026, leaving a gap in service continuity. Officials estimate the new system will need to handle 1 million voice calls and 5,000 emails each month, answering 90 percent of these interactions within agreed service levels. The average handling time is set at five minutes, which will serve as the benchmark for workforce planning.
Bidders must propose technology that consolidates fragmented support channels into one platform. Citizens should be able to engage via voice, email, WhatsApp, SMS, web chat, chatbots, social media, and self-service options. The solution must include digital-first capabilities, such as AI-enabled virtual assistants and automated frequently asked questions, to reduce reliance on voice calls and expand 24/7 self-service options. Security and compliance are critical requirements, with the platform needing to keep data resident in South Africa and adhere to POPIA. Disaster recovery and full interaction recording across all channels are also mandatory. The platform must integrate with SASSA’s grant administration and customer care systems to provide a single customer view and unified reporting.
Providers will be expected to supply more than just software; the tender requires supervisors, quality assurance teams, workforce management, AI specialists, and overall operations management. The agency expects 90 percent of enquiries and complaints to be resolved within five working days. Interested parties have until 11am on 9 October to submit bids.
Eskom and city look for new tech
Eskom seeks an enterprise historian solution for its distribution and National Transmission Company of South Africa. The utility aims to digitise operations to maximise efficiency on its largely analogue network. A historian solution will support the “Smart Grid” initiatives and the Just Energy transition. Eskom also needs an assurance data analytics system. This tool will automate routine tasks and apply AI/ML to identify risks. It will enhance audit precision for a six-year period. The lack of a modern analytics tool exposes the organisation to operational, financial, and reputational risks.
The City of Cape Town requires a scanning, indexing, and storage service. The contract covers the motor vehicle registration section and the ethics and forensics department. The metro emphasises that these investigations are highly confidential. They must be safeguarded in a secure environment with controlled access for future retrieval. The Department of Water and Sanitation is looking for a professional to develop a real-time decision support system. The system will model the lower Orange River and monitor operations. It will enable timely decision-making for the central planning area.
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Gauteng’s Mogale City Local Municipality wants an audit system with AI and data analytics. The municipality notes that its current internal audit function relies on manual documentation. This may slow down processes and limit audit coverage. The successful bidder must automate internal audit workflows and support risk management. The City of Tshwane requires an independent fraud hotline management service. The hotline will allow anonymous reporting of fraud and corruption. Tshwane expects about 500 monthly calls. The city also seeks ICT desktop support for approximately 10,000 users across 500 sites.
Tender deadlines and contact details
Eskom’s historian solution tender closes on 13 October 2026. The assurance data analytics system tender closes on 15 October 2026. The City of Cape Town scanning services tender closes on 26 October 2026. SASSA’s contact centre tender closes on 9 October 2026. The Department of Water and Sanitation’s real-time system tender closes on 15 October 2026. Mogale City’s audit software tender closes on 14 October 2026. The City of Tshwane’s fraud hotline tender closes on 22 October 2026. The ICT desktop support tender closes on 23 October 2026.
The South African Weather Service’s forecast product generator tender closes on 7 October 2026. The Council for Scientific and Industrial Research’s electronic warfare payload tender closes on 30 September 2026. The Council for Scientific and Industrial Research contact person is SCM. The contact details are 012-841-2911 and [email protected]. The Eskom historian solution contact person is Herman Mhlongo. The details are 011-516-7653 and [email protected]. The Eskom analytics system contact person is Mbulelo Sidwell Mncengani. The details are 011-800-2877 and [email protected].
The City of Cape Town contact person is Finance Tenders. The details are [email protected]. The SASSA contact person is Mandla Sibeko. The details are 012-400-2634 and [email protected]. The Department of Water and Sanitation contact person is Solomon Bulunga. The details are 012-336-6819 and [email protected]. The Mogale City contact person is Poziswa Kolisile. The details are 011-951-2474 and [email protected]. The City of Tshwane contact person for the fraud hotline is Ellaine Nkoana. The details are 012-358-8924 and [email protected].
The City of Tshwane contact person for ICT desktop support is Olivia Matjila. The details are 012-358-6018 and [email protected]. The South African Weather Service contact person is Carol Lekalakala. The details are 012-367-6252 and [email protected]. The Council for Scientific and Industrial Research contact details are 012-841-2911 and [email protected]. The Eskom historian solution tender number is E3481NTCSADX. The Eskom analytics system tender number is E3536CXMWP. The City of Cape Town tender number is 076S/2026/27.
The SASSA contact centre tender number is SASSA-11-26-ICT-HO. The Department of Water and Sanitation tender number is WP11569. The Mogale City audit software tender number is MM (IA) 01/2027. The City of Tshwane ICT desktop support tender number is GICT 01-2026/27. The South African Weather Service tender number is RFI-001/26. The Council for Scientific and Industrial Research tender number is CSIR RFI 7046/30/09/2026. The closing date for the Council for Scientific and Industrial Research tender is 30 September 2026.