Tender Summary: 49835 - Customer Care Training for BVM Employees

Objectives

The primary objective is to appoint a qualified, experienced, and accredited service provider to deliver structured customer care training to approximately sixty (60) municipal employees across various operational departments. The training aims to enhance communication effectiveness, monitor public sector customer service satisfaction, and develop core competencies in active listening, questioning techniques, persuasion, negotiation, and conflict resolution.

Scope of Work

• Target Group: Sixty delegates, organised into three cohorts of twenty participants.
• Duration: Two days of training per cohort.
• Core Topics: Managing miscommunication, supervisor reporting protocols, complaint prioritisation, customer email etiquette, and advanced interpersonal service skills.
• Deliverables: A customised practical and theoretical training programme, assessment criteria and tools, monitoring and evaluation frameworks, accredited competency certificates, individual close-out reports per session, and comprehensive assessment record management.
• Service Delivery Model: The provider supplies all training materials, facilitation labour, and administrative support. The municipality provides the training venue.
• Performance & Penalties: Strict timeline adherence is enforced. A penalty of 0.5% of the total quoted amount per day of delay (maximum 5%) applies for late training implementation, session completion, close-out report submission, or certificate issuance.

Technical Requirements

• SETA Accreditation: The provider must hold current accreditation with the Sector Education and Training Authority, with certified proof submitted with the quotation.
• Facilitator Registration: All lead facilitators must be officially registered with the relevant SETA.
• Proven Experience: Evidence of at least two comparable training programmes successfully delivered within the past three to five years, accompanied by verifiable client reference letters.
• Submission Documentation: A detailed facilitator CV (minimum two pages) showcasing qualifications, SETA credentials, and relevant experience; a comprehensive training implementation proposal aligned with the specified deliverables; and full completion of all mandatory municipal bidding schedules.
• Pricing Structure: All-inclusive, fixed rates per delegate covering administration, labour, learning materials, certification, and related logistics. Rates must remain unchanged for the contract duration.
• Regulatory Compliance: Adherence to standard municipal procurement frameworks, including tax compliance verification, B-BBEE status declaration, locality preference claims, and statutory declarations regarding conflicts of interest and past supply chain conduct.

Skills Requirements

• Demonstrated expertise in adult learning methodologies tailored to customer service and workplace communication improvement.
• Ability to contextualise training content to align with municipal operational environments and public sector service standards.
• Proficiency in designing and administering both theoretical and practical assessment instruments.
• Strong capability in post-training monitoring, evaluation, and compilation of detailed performance and feedback reports.
• Advanced knowledge of conflict resolution, professional correspondence, and stakeholder engagement techniques.

Key Terms & Clarifications

• 80/20 Preference Point System: A standard South African public procurement evaluation model where 80 points are allocated for price competitiveness and 20 points for specific socio-economic goals, specifically B-BBEE status level and local economic development (enterprise locality).
• SETA Accreditation: Quality assurance certification issued by the Sector Education and Training Authority, confirming that training providers and facilitators meet national occupational standards and are authorised to issue recognised competency certificates.
• MBD Forms: Standardised Municipal Bidding Documents mandated across South African municipalities to ensure uniform compliance, transparency, and proper administrative documentation throughout the procurement lifecycle.