Procurement of an Itsm Tool and Case Management Solution for Postbank, Including a Five (5) Year Support and Maintenance Period

Postbank requires an integrated IT Service Management (ITSM) and Case Management solution with OCR and automation capabilities. This includes replacing legacy call logging systems, automating case creation, supporting ITIL processes and banking operations workflows, complying with SARB, POPIA, FICA/AML regulations, providing workflow management, auto-pushing work to agents, automated report creation, and enabling auto-responses to clients and customer query tracking. The successful bidder will be responsible for implementation, configuration, migration, knowledge transfer, support, and maintenance for a five-year period.
Bidders must ensure compliance with tax obligations and submit a SARS PIN or CSD number. Each party in consortia/joint ventures must submit a separate TCS/PIN/CSD number. Bidders must be able to demonstrate that their solution meets the required services for system features and capabilities, provide an OEM/OSM letter confirming their status or as a certified partner, and submit a minimum of three signed references (not older than three years) for similar ITSM tool implementations. They must also offer 3rd level support, provide a detailed Implementation Methodology, and conduct a live demonstration of the proposed solution.