Objectives

The primary objectives of this tender are to procure Employee Assistance Programme (EAP) services for a period of five years. The programme aims to promote employee mental health and wellbeing, enhance productivity and organizational performance, reduce absenteeism and workplace incidents, support employees in managing personal and work-related challenges, strengthen organizational culture and employee engagement, improve employee resilience, increase productivity, reduce turnover, and foster a positive organizational climate. Additionally, the programme seeks to enable early identification and management of employee-related risks and strengthen leadership capabilities in managing employee wellbeing.

Scope

The scope of work includes providing confidential counselling and referral services on various issues such as bereavement, family and relationship problems, marital issues, abuse, work-related challenges, mental health concerns (anxiety, stress, depression, suicidal tendencies), financial difficulties, interpersonal communication, substance abuse, trauma, HIV/AIDS, online health and wellness information, ad-hoc group interventions, and lifestyle management. The services are to be delivered to staff members and include:

• Staff Wellness Days
• Annual wellness activities with different themes each quarter
• Quarterly workshops on relevant topics

The service provider must be capable of delivering services in English and other South African languages and support various channels such as telephonic, online, and face-to-face interactions.

The programme duration is from 15 June 2026 to 14 June 2031.

Technical Requirements

1. Pricing Structure

Provide firm prices excluding VAT for the Employee Assistance Programme for 70 employees across five years, with VAT as a separate line item.

2. Service Delivery Model

• Accessible and responsive services, including 24/7 multi-channel access (call centre, face-to-face, virtual, digital platforms)
• Extensive national coverage, including rural areas
• Multilingual support and quick response times (within 24 hours or better)
• Strong Service Level Agreements (SLAs) with escalation processes

3. Experience and Track Record

• Minimum of 10+ years in EAP services with proven success in the public sector
• Multiple relevant projects with credible references demonstrating impact (e.g., utilization rates, employee wellbeing, absenteeism reduction)
• Capability to deliver at scale

4. Monitoring and Evaluation (M&E)

• Comprehensive M&E framework covering process, output, outcome, and impact
• Clear KPIs, data analytics, and reporting (monthly/quarterly)
• Ability to measure utilization, trends, and organizational impact

5. Innovation and Value-Added Services

• Inclusion of digital solutions (apps, self-service platforms, AI tools)
• Proactive wellness programmes and customized interventions
• Continuous improvement and thought leadership

Skills Requirements

• Extensive experience in delivering EAP services, especially within the public sector or large organizations
• Proven ability to provide multi-channel, multilingual, and accessible services nationwide
• Strong track record of successful project implementation, impact measurement, and reporting
• Capability to innovate and incorporate digital health and wellness solutions
• Ability to develop and implement comprehensive monitoring and evaluation frameworks
• Compliance with ISO certification standards (if applicable) and confidentiality standards
• Demonstrated capacity for ad-hoc and group interventions, wellness activities, and staff engagement initiatives