Objectives

The primary objective of this tender is to appoint a service provider to deliver confidential ethics and fraud hotline services for SANSA. The service aims to enable reporting of suspected or actual cases of fraud, irregular expenditure, abuse of procurement processes, and related activities through a 24-hour toll-free hotline and other communication platforms. The goal is to promote transparency, accountability, and ethical conduct within SANSA's operations.

Scope

The scope of work includes:

• Provision of a multimedia disclosure/reporting service accessible via telephonic hotline, email, and a tip-off website, with multilingual support (Tshivenda, IsiZulu, Sepedi, and English).
• Management of the hotline service 24/7, including immediate reporting of threats to assets or personnel.
• Monthly and quarterly reporting on reported cases, including filtered out communications.
• Training at SANSA sites annually over three years.
• Provision of awareness materials such as posters and branded merchandise.
• Handling of confidential information in compliance with POPIA, including document management and data security.
• Support for SANSA’s geographical locations in Pretoria, Hartebeeshoek, and Hermanus.

Technical Requirements

The technical specifications for the service include:

• 24/7 active hotline and reporting channels (telephone, email, website, social media, apps).
• Multilingual support in Tshivenda, IsiZulu, and Sepedi during working hours (08h00-17h00), with English outside these hours.
• Immediate escalation procedures for threats to SANSA assets or personnel.
• Monthly and quarterly reports, including filtered communications, with the ability to support SANSA’s compliance with the Protected Disclosures Act.
• Provision of training at SANSA premises annually.
• Confidentiality and data management in accordance with POPIA, including secure handling and eventual handover of information.
• Capacity to operate within SANSA’s locations and infrastructure.

Skills Requirements

The service provider must demonstrate:

• Organizational structure capable of supporting the hotline services.
• Experienced staff with detailed CVs and relevant qualifications.
• Minimum of five (5) years’ experience in managing ethics and fraud hotlines or similar services.
• Proven track record with at least five valid reference letters from previous clients.
• Accreditation from a recognized forensic auditing or fraud investigation institute or association.
• Capability to provide multilingual support and operate across SANSA’s geographical locations.
• Systems and procedures for confidentiality, data security, and compliance with POPIA.
• Capacity to deliver training and produce awareness materials as specified.