Sasria seeks a Microsoft-accredited provider to supply, implement, migrate and support Microsoft Teams Phone and Dynamics 365 Contact Center, replacing its Avaya telephony environment over five years. The solution must integrate with Guidewire Claims Centre and meet strict uptime and support SLAs.
Sasria SOC Ltd, the state-owned short-term insurer of special risk cover, is seeking a Microsoft-accredited service provider to replace its existing Avaya IP telephony and contact centre environment with a Microsoft Dynamics 365 Contact Center and Microsoft Teams Phone solution. The five-year engagement covers the design, supply, implementation, migration, configuration, integration, testing, documentation, training, support and maintenance of the new platform, including all Microsoft licences, subscriptions, approved voice connectivity (Operator Connect or Direct Routing) and third-party components. The current environment comprises approximately 188 user licences and 188 DID numbers, four receptionist licences, five supervisors, twenty-one contact centre agents and a single SIP trunk providing 35 concurrent voice channels, all supporting claims-related voice interactions.
Key functional requirements include claims-based call routing, where callers use voice prompts or the last six digits of a claim number to reach the controller who handled the claim or the next eligible hunt-group member. Callers may be transferred only once before being offered voicemail, and voicemails and call recordings must be saved against the relevant claim in the on-premise Guidewire Claims Centre 10.3.2 running on Windows Server 2019, with the design also able to connect to a future cloud-based Guidewire environment. Voice, email and web chat are mandatory channels, extendable to WhatsApp, SMS, social media and self-service. Security requirements include Microsoft Entra ID single sign-on, multi-factor authentication, role-based access control, encryption of voice and messaging traffic, comprehensive logging, secure integration APIs and an architecture with no single points of failure. Reporting must provide real-time and historical dashboards, SLA and queue performance reporting, and monthly service reports within five days of month-end. Service levels require a minimum 15-minute response time, a maximum 8-hour resolution time for applicable incidents, 8x5x4 support for software, 8x5xNBD support for hardware, and minimum system availability of 98%.
Bidders must first pass governance checks, including CSD registration with tax compliance, a valid B-BBEE certificate or affidavit, completed Standard Bidding Documents, and proof of current Microsoft and OEM accreditation. Technical evaluation is scored on Annexure E compliance (50 points), client reference letters for comparable Microsoft implementations within five years (30 points) and the qualifications and experience of the proposed team, including a certified technical lead (20 points), with a 70-point threshold to proceed to a solution demonstration. Shortlisted bidders are then scored on price (80 points) and specific goals (20 points). The benefits of the new platform include a unified administration model, reduced dependence on legacy Avaya infrastructure, cloud-based resilience and disaster recovery, and AI-enabled analytics and Microsoft Copilot integration. Bids must be submitted through the Sasria Online Tender Portal by 12:00 on 27 November 2026, with queries closing on 23 November 2026, and prices must be quoted in ZAR excluding VAT and remain valid for 150 days. The eTenders listing shows the tender as draft, so interested bidders should confirm the current status and any amendments on the Sasria portal before preparing a submission.
This tender is best suited to Microsoft-accredited ICT service providers with proven experience implementing Dynamics 365 Contact Center and Microsoft Teams Phone, particularly in integrated enterprise voice, contact centre and insurance or claims-system environments. Providers must hold current Microsoft and OEM accreditation, be registered on the National Treasury CSD with tax compliance, and hold a valid B-BBEE certificate or affidavit. Businesses that lack Microsoft accreditation, offer only Avaya or other non-Microsoft platforms, or cannot provide client references and certified technical staff are unlikely to qualify. Consortia, joint ventures and prime contractors with subcontractors are welcome, especially where they include majority black-owned or small and medium-sized enterprises, as Sasria encourages transformation through partnerships. Smaller telephony or managed-services firms may be well placed to bid as subcontractors for specialist work such as Guidewire integration, call recording, or support services.
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