Top ICT tenders: GBV command centre to be upgraded
The Department of Social Development seeks a turnkey hosted call centre service integrated into GBV functions nationally.
The Department of Social Development (DSD) has announced a tender to upgrade the call centre service for its Gender-Based Violence (GBV) Command Centre. The service, which will be hosted and fully managed, will provide 24/7/365 support to the 48 social work agents who deliver trauma counselling to victims of GBV. The contract is for 36 months, after which all systems will be handed over to the DSD.
The tender requires a turnkey service with capabilities for inbound and outbound call management, incident logging, mobile workforce management, integration with justice and protection cluster systems, and multi-channel engagement through voice, SMS, USSD, email, WhatsApp, webchat and video calling. The service must also provide CRM solutions for case management, referrals, escalation workflows, and GIS integration for location-based victim support.
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