Digital Customer Engagement Platform Services

The Road Accident Fund (RAF) is inviting bids for the provision of comprehensive services related to the Nyalazone Digital Customer Engagement (DCE) and Leggero platform. The successful bidder will be responsible for licensing, hosting, maintenance, support, and enhancement of the platform, which is critical for managing customer interactions across various channels such as email, SMS, WhatsApp, and more. This contract aims to ensure operational stability and continuity during the RAF's internalization of its contact center operations.

The scope of work includes providing production hosting services, managing omnichannel customer engagement, and ensuring compliance with applicable security standards. Additionally, the service provider will facilitate knowledge transfer and skills development within RAF personnel, ensuring that the organization can effectively manage and utilize the platform. The tender emphasizes the importance of maintaining high service levels, with specific performance metrics outlined in the Outcomes-based Service Performance Framework (OSPF). By securing these services, RAF aims to enhance customer experience and operational efficiency while ensuring the platform's ongoing support and optimization.