Tender Summary: Service Provider for Customer Satisfaction Survey

Objectives

The primary objective is to systematically assess community satisfaction with municipal services and infrastructure. Specific goals include:

• Evaluating performance across key service categories: water and sanitation, RDP housing, roads and infrastructure, and community halls/facilities.
• Identifying gaps between resident expectations and actual service delivery.
• Gathering actionable recommendations from households, businesses, and stakeholders.
• Establishing measurable baseline indicators for future monitoring and benchmarking.

Long-term strategic aims involve fostering a performance-driven organisational culture, enhancing inter-departmental collaboration, increasing public access to information and services, empowering municipal human capital, and strengthening participatory governance.

Scope of Work

The appointed service provider will execute a comprehensive customer satisfaction survey across all 32 municipal wards within a three-month timeframe. Core responsibilities include:

• Designing, validating, and deploying appropriate data collection instruments.
• Conducting structured interviews and surveys in every ward.
• Performing quantitative and qualitative data analysis.
• Producing a comprehensive final report containing findings, analysis, and targeted recommendations per service area.
• Developing a detailed project proposal outlining methodology, activity schedules, budget breakdowns, and stakeholder engagement strategies.
• Coordinating with a joint operational team comprising municipal officials and provider representatives.
• Submitting bi-weekly progress reports (written and presentation formats) covering household, business, sector, and village-level insights.
• Sourcing, training, and managing fieldworkers/data capturers exclusively from within the municipality’s wards, compensating them according to current Expanded Public Works Programme (EPWP) standards.

Technical Requirements

Bidders must demonstrate technical capability through a structured submission that includes:

• A clear project design with milestone tracking and realistic timeframes.
• Detailed data collection and analytical methodologies suitable for diverse community demographics.
• A transparent cost structure aligned with the phased payment schedule (20% upon questionnaire deployment, 60% upon submission of the environmental scanning report, and 20% upon final report approval).
• Alignment with municipal reference frameworks, including Integrated Development Plans, customer care and revenue policies, billing by-laws, and the Municipal Systems Act.
• A minimum functionality score of 70% during evaluation, assessed against a weighted scoring matrix covering qualifications, past performance, and methodological relevance.

Skills Requirements

The service provider must assemble a qualified project team with the following competencies:

• Personnel must hold at least an NQF Level 7 qualification in Development Planning, Economic Sciences, or a directly related discipline.
• Proven track record of successfully delivering a minimum of two comparable customer satisfaction or service delivery assessment projects, supported by verifiable appointment letters and references.
• Advanced expertise in research design, survey instrumentation, statistical analysis, and data visualisation.
• Strong project management, cross-functional liaison, and reporting capabilities.
• Capacity-building and facilitation skills to transfer methodological knowledge to municipal Customer Care and Public Participation officials.
• Familiarity with local government governance structures, public participation protocols, and community engagement best practices.

Key Terms & Procurement Framework

80/20 Preference Point System: A statutory procurement evaluation model where 80% of the total score is allocated to price competitiveness and 20% to designated socio-economic transformation goals (e.g., black ownership, women/youth empowerment, disability inclusion, and military veteran status).

EPWP Rates: Compensation benchmarks established by the Expanded Public Works Programme, ensuring fair, regulated wages for temporary community-based workers such as field enumerators and data capturers.

Environmental Scanning Report: An interim analytical deliverable that maps existing service conditions, preliminary stakeholder feedback trends, and emerging risks or opportunities before final conclusions are formulated.

NQF Level 7: A South African National Qualifications Framework standard equivalent to a Bachelor’s degree or Advanced Diploma, indicating advanced theoretical knowledge, critical thinking, and practical application skills.