Objectives

The primary objective is to appoint a qualified service provider to deliver structured customer care training to thirty (30) municipal employees. The training aims to standardize service delivery practices, enhance interpersonal communication skills, and equip staff with proven methodologies for managing customer interactions and resolving dissatisfaction.

Scope

• Conduct comprehensive customer care training sessions for 30 participants.
• Provide all necessary training materials, manuals, and assessment tools.
• Supply daily refreshments (breakfast, tea, and lunch) for all trainees.
• Issue official certificates upon successful completion of the program.
• Submit a signed training closeout report detailing attendance, assessments, and certification.
• The municipality will supply the training venue; the service provider handles all instructional and logistical delivery.
• Payment structure: 80% upon completion of training, 20% upon receipt of the statement of results and certificates.

Technical Requirements

• Maintain valid accreditation for Unit Standard 24674 (Credit 3, Level 4) issued by a recognized SETA or QCTO.
• Curriculum must explicitly cover four mandated competencies: identifying customer needs and expectations; recognizing and resolving customer dissatisfaction; identifying opportunities to enhance service quality; and communicating in a friendly, courteous manner.
• Provide verifiable proof of SETA/QCTO accreditation prior to contract execution.
• Ensure all training activities, assessments, and certification processes comply with the prescribed unit standard outcomes.
• Deliver a formal closeout report confirming participant progress, assessment results, and certificate distribution.

Skills Requirements

• Certified facilitators with proven experience in adult education and customer care competency development.
• Expertise in administering assessments aligned with Unit Standard 24674 criteria.
• Ability to design, print, and distribute practical training resources and evaluation tools.
• Strong project coordination skills to manage refreshment logistics, scheduling, and reporting within municipal deadlines.
• Demonstrated track record of delivering similar accredited training services to public sector organizations.

Explanation of Unusual or Complicated Terms

Unit Standard 24674: A nationally registered qualification framework standard in South Africa that defines specific learning outcomes, assessment methods, and credit value for customer care roles. Training must be fully aligned with this standard to qualify learners for formal certification.

SETA/QCTO Accreditation: Providers must be officially recognized by a Sector Education and Training Authority or the Quality Council for Trades and Occupations. This ensures the training meets national quality benchmarks and allows learners to receive government-recognized credentials.

80/20 Preferential Procurement System: A South African public procurement evaluation model where 80 points are allocated to price competitiveness and 20 points to specific socio-economic goals (e.g., geographic location, black ownership, women/youth/disability empowerment). Bidders must submit verified documentation to claim these preference points during evaluation.