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 24/7 toll-free hotline and other communication channels. The overarching goal is to promote transparency, accountability, and ethical conduct within SANSA's operations.

Scope

The scope of work includes:

• Providing a multimedia disclosure/reporting service accessible via telephone, email, and a tip-off website, with language options including Tshivenda, IsiZulu, Sepedi (during 08h00-17h00), and English outside these hours.
• Managing the hotline and communication platforms to receive reports of misconduct or irregularities.
• Ensuring timely reporting and escalation of disclosures within 24 hours.
• Generating monthly and quarterly reports on hotline activity, including filtered and unfiltered communications.
• Supporting SANSA in complying with the Protected Disclosures Act, 2000.
• Providing training at SANSA sites annually over three years.
• Handling information confidentiality and data management in accordance with POPIA for the duration of the contract and 24 months thereafter.

Technical Requirements

The technical specifications include:

• Provision of a toll-free hotline and multiple reporting channels (email, website, social media, apps).
• Multilingual support (Tshivenda, IsiZulu, Sepedi, and English).
• Availability of services in SANSA's operational areas: Pretoria, Hartebeeshoek, and Hermanus.
• Capacity to provide training at SANSA locations annually.
• Systems and procedures to ensure confidentiality, data security, and compliance with POPIA.
• Reporting mechanisms with detailed monthly and quarterly activity summaries.
• Immediate escalation procedures for threats to SANSA assets or personnel.

Skills Requirements

The service provider must demonstrate:

• Organizational structure capable of supporting a 24/7 hotline service.
• Experienced staff with relevant expertise in ethics, fraud investigations, or forensic auditing.
• Provision of detailed CVs and proof of qualifications for key personnel.
• At least five (5) years of experience in managing ethics and fraud hotlines or similar services.
• Proven track record through at least five reference letters from previous clients.
• Accreditation from recognized forensic, auditing, or fraud investigation institutes or associations.
• Infrastructure capable of supporting the whistle-blower mechanism across SANSA’s operational locations.
• Capacity to handle confidential information securely and in compliance with POPIA.