Objectives

The primary objective of this tender is to appoint a qualified service provider to host the City of Tshwane’s Fraud Hotline facilities at its own call centre for a period of six months. The service provider will manage the anonymous reporting system, provide call reports, and ensure effective case management in accordance with relevant legislation and policies, thereby supporting the City’s efforts in ethical governance and fraud prevention.

Scope

The scope of the project includes:

• Hosting the City’s Fraud Hotline at the service provider’s call centre, operational 24/7 in at least four official languages.
• Providing mechanisms for anonymous reporting and translating reports into English.
• Generating and uploading disclosure reports within 24 hours of receipt.
• Immediately notifying designated contacts or authorities in cases of imminent threats or danger.
• Delivering monthly summaries and analysis reports of disclosures received, within specified timeframes.
• Filtering out reports of malicious or scope-out calls, while maintaining records confidentially for the contract duration plus six months post-termination.
• Performing case management functions related to suspected misconduct, financial misconduct, and irregularities.
• Allowing City inspection of the call centre during evaluation and operation.

Technical Requirements

The technical specifications for the service include:

• Operational call centre available 24/7 in at least four official languages, with language capabilities specified in the proposal.
• Call reports and disclosure summaries to be uploaded into the case management system within 24 hours.
• Provision for immediate escalation of threats to designated contacts or law enforcement.
• Monthly disclosure and analysis reports to be emailed to designated City contacts within seven days of month-end.
• Filtering of malicious or scope-out calls, with details available upon request.
• Retention of all related information and documentation for the duration of the contract plus six months after termination, maintaining confidentiality.

Skills Requirements

The bidder must demonstrate:

• Experience in managing call centre services for at least two years, in either private or public sectors.
• Proven capability to operate a multilingual call centre, with at least four languages supported.
• Qualified project manager with a minimum of five years’ experience in forensic, legal, or fraud risk management, holding at least an NQF level 7 qualification.
• Ability to translate reports into English and produce timely summaries and analysis.
• Confidential handling of all information, records, and documentation related to disclosures.
• Provision of relevant references and certified qualifications to substantiate experience and expertise.