Cloud VoIP Telephony System Supply and Maintenance

Agrément South Africa (ASA), a Schedule 3A entity under the National Department of Public Works and Infrastructure, is seeking a service provider to deliver a turnkey, cloud-based Voice over Internet Protocol (VoIP) telephony solution for a period of two years. The system must be designed, supplied, implemented and maintained end to end. It will serve 39 softphone users, each equipped with headsets, and a dedicated reception handset with call forwarding, hold, transfer and recording capabilities. The solution must also provide SIP trunking with appropriate capacity and routing, domestic and international calling plans for the CEO and assistant, and a reception and switchboard facility at the main building with Busy Lamp Field (BLF) status indicators and voicemail and missed-call counts. Auto-attendant menus with time-of-day routing, after-hours call forwarding, hunt groups, call parking, hot-desking and call queuing (minimum 40 concurrent calls) are required. Existing ASA Webex line numbers must be ported to the new platform without disruption.

The service provider must supply enterprise-grade, new equipment and softphone licences compatible with desktops and mobile devices, along with centralised management software. Mandatory requirements include a self-service administration portal for managing accounts and reviewing voice and data usage and bills, and automated billing that reports usage per user, business unit and cost centre, with monthly feedback to ASA. Call-recording audio must be shareable via email or cloud services, and bidders must quote a rate per minute of recording. The solution must comply with ICASA regulations, protect against toll fraud and cyber threats, align with ASA ICT governance and cybersecurity policies, and guarantee a minimum of 99% uptime with disaster recovery provisions. Scope also includes a telephony environment assessment, user and administrator training, and technical documentation. Bidders must be registered on the Central Supplier Database (CSD), hold proof of authorised Microsoft partner or reseller status, and provide three positive written reference letters for similar work in the public or private sector. Evaluation uses the 80/20 preference point system, with 20 points available for specific goals including SMME status and majority ownership by Black women, Black youth, or people with disabilities. A compulsory virtual briefing session is scheduled for 9 November 2026, and submissions close on 12 November 2026 at 12:00 by email. Awards are subject to a Service Level Agreement.

For ASA, the benefits include a modern, flexible communication platform that supports remote and hybrid work, reduces telephony costs through transparent per-user and cost-centre billing, and improves service continuity for staff and clients. For the successful provider, the contract offers a defined two-year engagement covering implementation, licensing, support and maintenance, and the opportunity to build a long-term relationship with a public entity that supports the construction industry.