Tender Summary: Customer Satisfaction Survey

Objectives

• Assess overall customer satisfaction with municipal services.
• Evaluate satisfaction across priority service areas: water and sanitation, RDP housing, roads and infrastructure, and community facilities/halls.
• Identify discrepancies between community expectations and actual service delivery.
• Gather actionable recommendations to improve service quality and operational efficiency.
• Establish quantifiable benchmarks for future monitoring, evaluation, and policy formulation.
• Strengthen institutional accountability, foster collaborative governance, and promote meaningful public engagement.

Scope of Work

The appointed service provider will execute a comprehensive satisfaction assessment across all 32 municipal wards within a three-month timeframe. Key deliverables include:

• Survey Design & Implementation: Develop validated data collection tools, conduct field interviews and questionnaires, and perform rigorous quantitative and qualitative analysis.
• Reporting & Recommendations: Produce detailed findings, analytical insights, and targeted improvement strategies per service category and village, presented in both written and visual formats.
• Stakeholder Consultation: Facilitate structured public and technical engagements while the municipality retains oversight and monitoring responsibilities.
• Project Coordination: Operate within a joint Operational Team, acting as the primary liaison between municipal officials and implementation staff.
• Capacity Transfer: Mentor municipal personnel in survey methodologies, involving them in field activities to ensure data integrity and institutional learning.
• Progress Reporting: Submit bi-weekly updates to Operational and Steering Committees, tracking milestones, risks, and preliminary findings.

Technical Requirements

• Submit a comprehensive project proposal detailing methodology, activity schedules, cost structures, data collection/analysis protocols, and reporting mechanisms.
• Provide a corporate profile, designate a qualified project lead, and disclose all participating professionals or consortium partners.
• Demonstrate alignment with municipal strategic documents, including Integrated Development Plans, Customer Care and Revenue Policies, and applicable national legislation.
• Achieve a minimum functionality score of 70% during the technical evaluation phase.
• Comply with mandatory compliance documentation, including tax compliance verification, company registration, certified identification, sworn declarations on past supply chain conduct, and independent bidding certification.
• Adhere to a milestone-based payment structure: 20% upon questionnaire submission, 60% after the initial environmental scanning report, and 20% upon final report acceptance.

Skills Requirements

• Academic Qualification: Lead consultants must possess an NQF Level 7 qualification in Development Planning or Economic Sciences.
• Proven Experience: Documented history of completing at least two comparable customer satisfaction or development studies, supported by verifiable appointment letters and client references.
• Methodological Competence: Proficiency in survey instrument design, statistical analysis, milestone planning, and structured municipal reporting.
• Field Operations Management: Capability to recruit, train, and supervise local data capturers and fieldworkers from within the municipality’s wards, applying compensation aligned with current Expanded Public Works Programme (EPWP) wage guidelines.
• Communication & Facilitation: Strong abilities in public engagement, cross-departmental consultation, and presenting complex datasets to municipal leadership.

Key Terms & Conditions Explained

• 80/20 Preference System: A procurement evaluation model where 80% of scoring reflects price competitiveness and 20% rewards Broad-Based Black Economic Empowerment (B-BBEE) attributes, such as ownership by black individuals, women, youth, persons with disabilities, and military veterans.
• NQF Level 7: National Qualifications Framework Level 7, denoting advanced academic or professional competency equivalent to a Bachelor’s Degree or Advanced Diploma.
• Environmental Scanning Report: An early-stage baseline document that maps contextual variables, preliminary stakeholder sentiment, and operational risks prior to full-scale data collection.
• MBD Forms: Standardised Municipal Bidding Documents mandated for transparency, covering conflict-of-interest declarations, past misconduct disclosures, independent bidding affirmations, and preferential procurement claims.
• EPWP Rates: Government-prescribed wage benchmarks for temporary public works employment, ensuring equitable compensation for locally recruited fieldworkers.