Appointment of a Service Provider for Licensing, Hosting, Maintenance, Support and Enhancement of Nyalazone Digital Customer Engagement (dce) and Leggero Platform for Raf for 36 Months

This tender seeks a service provider for the licensing, hosting, maintenance, support, and enhancement of the NyalaZone Digital Customer Engagement (DCE) and Leggero platform for the Road Accident Fund (RAF) over a period of 36 months. The engagement will be governed by an Outcomes-based Service Performance Framework (OSPF) which details how service performance will be measured, and how Service Credits will be applied for non-compliance with agreed Service Levels. The OSPF ensures a balanced approach by matching Service Credits to the severity of failures, providing incentives for quick issue resolution, and preventing disproportionate penalties for minor infractions while maintaining accountability for significant lapses. It defines principles for Service Credit calculation, categories of Service Levels (Primary, Secondary, Auxiliary), and mechanisms for continuous improvement.