Unified Communication System Upgrade and Support

The Eastern Cape Department of Public Works & Infrastructure (ECDPWI) is seeking a qualified service provider to assess, reinstate, configure, commission, monitor, support and maintain its existing Unified Communication System (UCS). The current environment is Cisco-based, installed in 2019, and includes Cisco Unified Communications infrastructure (Call Manager version 12.5.1), two UCS servers, Cisco ISR 4350 regional voice routers, and a cloud-hosted Telephone Management System (TMS). The Department's voice network runs over an MPLS VPN, serves approximately 1,850 users across Head Office in Bhisho and six district offices, and includes features such as least cost routing, per-second billing and real-time call-cost recording. The immediate priority is to restore reliable internal, inter-site, inbound and outbound voice services while retaining existing telephone numbers, extensions and Cisco telephones. Any dependency, failure or licensing issue that prevents reinstatement must be reported with a recommended remedial action and quotation. No additional upgrade or replacement work may proceed without written approval.

The scope also includes the supply, installation, configuration and commissioning of a new point-to-point wireless link between Bhisho Vision Building (ERF5000) and Qhasana Building, using two RADWIN 2000 Alpha PRO 5GHz units, and the supply, integration and configuration of nine Cisco 7861 receptionist telephones. Required functionality includes fixed mobile convergence, smart access numbers, geographic number portability, itemised billing, per-user call barring, automatic blocking of outgoing calls when a limit is reached, email notifications, and online self-service usage reports. Security requirements include end-to-end encryption of IP calls and authenticated, access-controlled management of the telephony system. The contractor must complete reinstatement within three months of project handover, after which the system undergoes testing and formal acceptance by the Department. A 12-month support and maintenance period follows, covering proactive monitoring, fault resolution, preventative maintenance, configuration support and remedial services, with a target availability of 100%, subject to SLA exclusions. Defects attributable to the reinstatement work must be rectified at no additional cost.

Bidders must be a legal entity with a minimum project team of a certified network specialist, a certified IP telephony specialist and a project manager. Evaluation is in two phases: administrative and technical compliance, followed by scoring on an 80/20 preference point system (80 points for price, 20 for specific goals). Mandatory requirements include a valid CISCO Gold partner certification, SITA accreditation under RFB 1183 (Communication Network Services), ICASA and ECNS licences, CSD registration, tax compliance, a functional office in the Eastern Cape, and at least three UCS projects of 500+ extensions completed in the last five years with three client testimonials. The contract is governed by South African law, with bids closing on 24 November 2026 at 11:00.