Tender Summary: Customer Care Training for 05 Officials

Objectives

To enhance the service delivery capabilities of five municipal officials by providing structured customer care training. The programme aims to improve public-facing interactions, effectively manage customer expectations, and establish sustainable frameworks for continuous service improvement within the municipality.

Scope

The contract encompasses the design, preparation, and delivery of a comprehensive five-day training programme for five designated officials. Core activities include theoretical instruction, practical skill application, and formal assessment. The provider must issue a certificate of attendance within one month of training completion and a certificate of competency after four months. All deliverables must comply with strict municipal timelines, with financial penalties enforced for late delivery or non-performance.

Technical Requirements

• Curriculum must align with specific National Qualifications Framework (NQF) standards: SAQA ID 242829 (NQF Level 4, 5 credits) for monitoring customer range levels, and SAQA ID 114974 (NQF Level 2, 2 credits) for applying foundational customer service skills.
• Provider must hold current accreditation from a recognised Sector Education and Training Authority (SETA), Local Government SETA (LGSETA), or Education and Training Quality Assurance (ETQA) body. Accreditation proof must be attached to the bid.
• Submission of a detailed implementation plan covering training phases, resource allocation, facilitator deployment, and assessment protocols.
• Project outcomes reference letter from a relevant SETA verifying prior successful training deliveries and learner competency achievement.
• Mandatory registration with the National Learners’ Records Database (NLRDB) within five days of contract appointment.
• Firm pricing inclusive of all taxes, overheads, risks, and delivery costs. Bid validity period is 90 days from the closing date.

Skills Requirements

• Proven project capability and related experience in delivering corporate training over the past three years, supported by a minimum of four verifiable references (signed appointment letters or testimonials on company letterhead).
• Demonstrated expertise in developing and executing high-quality training methodologies, including qualified facilitators and adult learning best practices.
• Ability to produce documented, SETA-verified project outcomes proving successful training implementation.
• Minimum functionality score of 70 out of 100 points required to advance to financial evaluation. Scoring criteria: Experience (20 points), Methodology and Capability (40 points), and SETA-verified Project Outcomes (40 points).
• Compliance with preferential procurement goals, with up to 20 points allocated for ownership demographics (youth aged 18–35, women, persons with disabilities, and black individuals), requiring official verification documentation.

Terminology Clarification: NQF is South Africa’s national framework for classifying and comparing qualifications. SETA/LGSETA are industry bodies responsible for skills development, training accreditation, and sector-specific standards, with LGSETA specifically overseeing local government training. ETQA ensures quality assurance across education and training providers. NLRDB is the national repository managed by government authorities to record, store, and verify learners’ educational achievements, ensuring official recognition of completed training programmes.