Objectives

The primary objective of this tender is to appoint a qualified professional service provider to establish and manage an Anti-Fraud and Ethics Toll-Free Hotline. The hotline aims to promote ethical conduct within TCTA by providing a confidential platform for whistleblowers to report fraud, corruption, and ethics-related issues, in line with relevant legislation such as the Protected Disclosure Act and PoPIA. The service provider will ensure independent, confidential, and accessible reporting channels to facilitate timely investigations and actions on reported cases.

Scope

The scope of work includes:

• Provision of a toll-free hotline operational 24/7, 365 days a year, capable of receiving reports via multiple channels including telephone, SMS, email, online reporting, live chat, and physical mail.
• Implementation of a Case Management System (CMS) that allows designated TCTA officials secure, password-protected access to monitor case statuses and relevant reports.
• Provision of communication materials such as laminated posters (A3 and A4 size), with content updated annually or as needed.
• Conducting awareness sessions (12 sessions per year) for staff, and periodic surveys to assess the effectiveness of the hotline and related fraud risk management initiatives.
• Posting ethics and fraud-related topics on the TCTA website and via email to staff.
• Managing multiple reporting channels, including email addresses (e.g., TCTAFraud@?????.co.za, TCTAEthics@?????.co.za), online platforms, and call center services.
• Ensuring operational independence from TCTA management, confidentiality, and compliance with relevant legislation.

Technical Requirements

The technical specifications for the hotline and associated services include:

• A secure, password-protected Case Management System with independent access for TCTA officials.
• Multilingual support, including English and South African official languages, both during office hours and after hours.
• Availability of the hotline 24/7, 365 days a year, with case transcription, unique reference number allocation, and timely report generation.
• Provision of laminated posters (A3 and A4 size) with renewal of content annually or as required.
• Use of secure hardware and network authentication, biometric access controls, and restricted data access to prevent unauthorized disclosures.
• A disaster recovery and business continuity plan, regularly tested and updated.
• Compliance with the Protection of Personal Information Act (PoPIA), King IV Code, and other relevant legislation.

Skills Requirements

The bidder must demonstrate:

• Experience in providing and managing anti-fraud hotlines (not just call center services) for both private and public sector clients, with at least three (3) reference letters or equivalent Form A submissions from the past five (5) years.
• Provision of a core team with the following key personnel, each with detailed CVs:
• Team Leader with experience in Management, Forensic Investigation, or Ethics Management.
• Senior Manager/Manager with expertise in Risk Management, Forensic Investigation, or Ethics Management.
• Key Accounts Manager with hotline call center management experience.
• Demonstrated ability to deliver independent, confidential, and accessible reporting platforms aligned with legislative requirements.
• Proven track record of maintaining operational independence, confidentiality, and implementing measures to prevent unauthorized disclosures.
• Capacity to produce user-friendly reports, conduct staff training, and manage awareness campaigns effectively.