Tender Description
BACKGROUND
Tebelopele Wellness Centre (TWC) is Botswana’s leading non- governmental community health care service delivery organization, with more than two decades of experience in HIV prevention, testing, treatment, care, and integrated primary health services. TWC works closely with the Government of Botswana, Ministry of Health, National AIDS and Health Promotion Agency (NAHPA), district health structures, civil society organisations, and communities to improve equitable access to quality health services.
TWC seeks to strengthen integrated, people-centered primary health care through the use of digital innovation, community engagement, improved referral systems, real-time data, and client-centered service delivery.
The programme specifically seeks to strengthen digital health systems and client engagement through secure digital platform that can support appointment reminders, health education, service updates, referral tracking, and two-way communication with clients. The platform is expected to complement existing systems and contribute to improved access, continuity of care, retention, and client experience. Tebelopele therefore invites suitably qualified and experienced technology companies, software developers, digital health firms, or consortiums to submit proposal and quotations for the design, development, deployment and support of an Al-enabled digital health and client engagement platform.
OVERVIEW
Tebelopele intends to identify a competent service provider to develop and implement a secure, scalable, and user-friendly digital health platform that enables TWC to engage clients through artificial intelligence, conversational interfaces, and digital communication channels.
The platform should provide clients with a convenient digital entry point to access health information and selected services, including appointment booking, health education, reminders, service information, referrals, and general health navigation. The solution should initially support WhatsApp-based engagement, while being designed to accommodate additional channels
as a web interface, mobile application, SMS, and other appropriate digital channels in future.
The platform must operate as a health information and service navigation tool and not replace professional clinical assessment or diagnosis. Where a client presents a potentially urgent or clinically significant matter, the platform should provide appropriate escalation and referral to a human health professional or designated service point.
OBJECTIVES
The successful service provider will be expected to develop a platform that:
• Improves access to Tebelopele’s health and wellness information and services.
• Enables clients to interact with TWC through an Al-powered conversational interface
• Allow clients to book, reschedule and cancel appointments where applicable.
• Provides personalized health education based on approved TWC and Ministry of Health content.
• Provides automated appointment, medication, and follow-up reminders.
• Provides timely information on TWC services, operating hours, locations, outreach activities, and service availability.
• Supports digital referrals and referral follow-up.
• Provides two-way client engagement and communication.
Supports community and peer-led engagement.
• Provides management dashboards and analytics to support evidence-based decision-making.
• Integrates, where technically and legally feasible, with existing health information systems and approved digital platforms.
• Strengthens continuity of care while reducing administrative workload for health workers.
• Protects client confidentiality and complies with Botswana’s Data Protection Act and applicable health information and cybersecurity requirements.
SCOPE OF WORK
The successful service provider shall undertake the following activities.
• Requirements Analysis and System Design
• Al-Powered Conversational Assistant
• Appointment Booking
• Health Education
• Automated Notifications and Reminders
• Referral and Client Navigation
• Human Escalation
• WhatsApp Integration
• Web-Based Administration Portal
• Analytics and Reporting
DATA PROTECTION, PRIVACY AND CYBERSECURITY
Given the sensitive nature of health information, data protection and cybersecurity will be a critical requirement to comply with Botswana’s Data Protection Act and applicable legislation.
The provider shall disclose all third-party platforms, Al models, APs, cloud infrastructure, and data processors that will form part of the proposed solution.
INTEGRATION REQUIREMENTS
The service provider should propose integration options with relevant existing systems, subject to availability of APls,
permissions, and technical feasibility. The provider should clearly distinguish between integrations that are currently available and those requiring future development or third-party access.
TRAINING AND CAPACITY BUILDING
The provider shall train designated TWC personnel on:
• Platform administration
• Content management
• Al knowledge-based management
• Appointment management
• Dashboard and reporting
• User management
• Privacy and security
• Troubleshooting
• Basic system monitoring
• Training materials shall be provided to TWC for future reference.
TECHNICAL SUPPORT AND MAINTENANCE
The quotation shall include proposed post deployment technical support and maintenance arrangements.
REQUIRED PROPOSAL FORMAT
Bidders should submit a technical and financial proposal containing
• Company Profile
• Understanding of the Assignment
• Proposed Technical Solution
• Implementation Plan
• Project Team
• Relevant Experience
• Financial Proposal
All costs should be quoted in Botswana Pula (BWP) and should clearly indicate VAT
SUBMISSION
Interested and suitably qualified service providers should submit their technical and financial proposals electronically to procurement@tebelopele.org.bw with subject RFP Al- Enabled Digital Health and Client Engagement Platform
Late submissions may not be considered.
