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FAIS Ombud Seeks Microsoft Dynamics 365 Support Partner

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The Office of the Ombud for Financial Services Providers (FAIS Ombud) invites qualified service providers to submit proposals for the support and maintenance of its CRM Microsoft Dynamics 365 system and Azure Blob Storage for a period of three years. This tender (FAIS2026/27-T001) offers a significant opportunity for accredited Microsoft business partners to support the organisation’s critical complaints management system.

Tender Overview

The tender number is FAIS2026/27-T001, issued by the FAIS Ombud in Gauteng. The closing date for submissions is 12 October 2026 at 11:00. A non-compulsory briefing session will be held on 17 September 2026 at 11:00 via Microsoft Teams. All bid inquiries must be submitted by 25 September 2026 to tenders@faisombud.co.za.

Scope of Work

  • Provide support and maintenance for the existing Microsoft Dynamics 365 system integrated with Microsoft Outlook and Azure Blob Storage
  • Facilitate annual renewal of licenses
  • Review and optimise CRM interface, layout, workflows, and data capture fields
  • Automate repetitive and manual workflow processes
  • Configure workflow-driven automation for case allocation and system-generated communications
  • Integrate artificial intelligence capabilities for case summaries
  • Implement document encryption for POPIA compliance
  • Provide, implement, and integrate an SMS solution with the CRM system
  • Maintain the Application Programming Interface binding the WhatsApp channel with the CRM system
  • Provide real-time system monitoring and reporting
  • Train system administrators, super users, and normal users

Mandatory Requirements

  • Proof of registration on National Treasury Central Supplier Database with compliant tax status
  • Completed SBD 1, SBD 3.1, SBD 4, and SBD 6.1 forms
  • Proof that bidder is a Microsoft Certified Partner
  • Detailed takeover plan for the CRM Microsoft Dynamics 365 system including deliverables, timelines not exceeding one month, IT strategy and architecture
  • Integration plan outlining how the CRM and SMS will be seamlessly integrated
  • Support and maintenance plan post integration
  • Explanation of how system will enable automatic customer survey link sending
  • Plan demonstrating ability to automate manual processes
  • Plan demonstrating document management improvement capability

Evaluation Criteria

The evaluation process consists of four stages. Stage 1 assesses compliance. Stage 2 is a functional desktop evaluation where bidders must obtain a minimum of 71 out of 100 points. Stage 3 is a system demo and presentation where bidders must obtain a minimum of 80 out of 100 points. Stage 4 applies the 80/20 preference point system.

Preference Points

  • 51% or more black owned: 10 points
  • 31% or more black women-owned: 6 points
  • QSE or EME: 4 points

Submission Details

Bids must be submitted in two printed copies (one original and one copy) and one electronic copy on a flash drive in PDF format. Documents must be deposited in the tender box at the FAIS Ombud reception area, Menlyn Central Office Building, 11th Floor, 125 Dallas Avenue, Waterkloof Glen, Pretoria, 0010. Late submissions will not be accepted.

Related opportunity: Eastern Cape Public Works Seeks ICT Equipment for Staff

Enquiries

  • Contact Person: Thokozile Memela
  • Email: tenders@faisombud.co.za
  • Telephone: 012-762-5000

Tender Documents

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