Objectives

The main objective of the tender is to appoint a suitably qualified service provider to conduct a comprehensive customer stakeholder satisfaction survey. The survey aims to assess stakeholder perceptions regarding Vaal Central Water’s policies, projects, service quality, communication effectiveness, and governance engagement. It will provide an evidence-based assessment to identify areas for improvement and enhance stakeholder satisfaction levels.

Scope

The scope of services includes:

• Developing a stakeholder satisfaction questionnaire in consultation with Vaal Central Water, covering service quality, engagement levels, governance participation, and interaction levels.
• Translating and administering the survey in multiple languages including Tswana, Afrikaans, Xhosa, and Sesotho.
• Conducting the survey electronically across various platforms and target audiences in the Northern Cape and Free State provinces.
• Producing a draft report on survey findings, trends, and areas for improvement.
• Providing a final comprehensive report with recommendations for enhancing stakeholder satisfaction.
• Submitting all reports in both hard copy and electronic formats.
• Ensuring safe, confidential handling and storage of all collected stakeholder data.

Technical Requirements

The technical requirements include:

• Development of a structured stakeholder assessment framework aligned with Vaal Central Water’s Stakeholder Management Plan.
• Translation and administration of the survey in multiple languages.
• Use of electronic platforms for survey distribution and data collection.
• Analysis of survey data to identify service quality, engagement levels, governance participation, and interaction levels.
• Preparation of draft and final reports with actionable recommendations.
• Confidential and secure handling of stakeholder data throughout the process.

Skills Requirements

The successful service provider must possess:

• Experience in designing and conducting stakeholder satisfaction surveys, preferably within the water or public sector.
• Proficiency in developing assessment tools, questionnaires, and data analysis reports.
• Ability to translate and administer surveys in multiple languages including Tswana, Afrikaans, Xhosa, and Sesotho.
• Technical expertise in electronic survey platforms and data security protocols.
• Strong analytical skills to interpret survey results and produce comprehensive reports with actionable insights.
• Capacity to handle confidential stakeholder data responsibly and securely.