A vendor is sought to develop, implement, and maintain a WhatsApp self-service solution leveraging the WhatsApp Business Platform. This solution will provide both general and targeted information to stakeholders such as employees, voters, citizens, politicians, and members of the media. It is intended to complement the agency’s existing SMS and online services.

The platform must support distinct communication channels and utilize interactive templates tailored to different stakeholder groups. It should respond automatically to frequently asked questions using reference data and also allow the agency to save and reuse commonly sent messages. Integration with Artificial Intelligence (AI) models, including Large Language Models (LLMs), is required to address more complex user inquiries.

Scalability is essential, as the solution must handle large volumes of interactions, especially during significant election events. Additional features include support for sending bulk/broadcast messages, delivering training videos, and accommodating multiple South African languages such as Afrikaans, isiZulu, Xhosa, Sesotho, and Setswana.