Objectives

The primary objective of this tender is to appoint a qualified professional service provider to deliver debt collection services for the NHLS over a period of five (5) years. The goal is to enhance the recovery of outstanding debts efficiently, ethically, and within legal frameworks, ensuring improved revenue collection for NHLS.

Scope

The scope of work includes:

• Providing debt tracing and collection services for NHLS's outstanding accounts.
• Collecting debts on a "No collection, no fee" basis.
• Providing regular progress reports, including payment updates and collection status.
• Maintaining a secure database accessible via the internet for tracking debt recovery progress.
• Supporting NHLS with uncollectible account write-offs and audit compliance documentation.
• Handling repayment arrangements for debtors unable to settle in full.
• Opening and managing a trust account in NHLS's name for receipt of payments.
• Ensuring all activities are compliant with legal and ethical standards, including voice recording of collection calls.

Technical Requirements

The technical specifications include:

• Provision of tracing services with accurate contact details.
• Ability to provide detailed reports (daily, weekly, monthly) on debt recovery activities.
• Implementation of secure FTP data transfer protocols for account data transfer.
• Use of industry-standard collection practices, with experience in medical account debt collection preferred.
• Voice recording of all collection calls, with the ability to furnish recordings upon request.
• Demonstration of solution architecture, including hardware, software, and security measures.
• Compliance with minimum information security standards (MISS) and relevant ISO standards.
• Experience in handling large volumes of debt collection and proven success rates.

Skills and Skills Requirements

The successful bidder must demonstrate:

• At least 5 years of experience in debt collection, specifically within the medical or related industry.
• Capability to trace and recover debts ethically and legally.
• Proficiency in data management, reporting, and secure data transfer.
• Expertise in customer engagement, including voice call collection and dispute resolution.
• Ability to provide regular progress reports and detailed analytics.
• Experience with implementing innovative collection strategies and process improvements.
• Qualified personnel with appropriate clearance levels and capacity to manage sensitive information.
• Demonstrated commitment to Black Economic Empowerment (B-BBEE) policies and practices.

Summary

The tender aims to select a competent service provider capable of delivering comprehensive debt collection services aligned with legal, ethical, and technical standards, ensuring NHLS's revenue recovery is optimized over the five-year contract period.