Objectives

The primary objective is to equip five municipal officials with advanced customer service competencies through accredited training, ensuring alignment with national occupational standards and improved service delivery within the municipality.

Scope of Work

• Deliver a structured five-day customer care training programme specifically designed for five officials.
• Develop and submit a detailed implementation plan prior to training commencement.
• Register all participants in the Non-Learner Registration Database (NLRDB) within five days of contract appointment.
• Provide training covering two prescribed unit standards: monitoring customer ranges (NQF Level 4) and applying basic customer service skills (NQF Level 2).
• Issue a certificate of attendance within one month of training completion and a certificate of competency after four months.
• Adhere strictly to scheduled delivery dates; financial penalties will be enforced for late performance.

Technical Requirements

• Evaluation Threshold: Bidders must achieve a minimum of seventy out of one hundred functionality points to qualify for price evaluation.
• Experience & References: Submit a minimum of four verifiable references (appointment letters or testimonials) from similar training projects completed within the past three years, including contact details.
• Methodology & Planning: Provide a comprehensive training methodology, delivery strategy, and project implementation plan.
• Accreditation & Certification: Hold valid accreditation from a relevant SETA or ETQA. Submit proof of accreditation, highlight applicable unit standards, and provide a SETA reference letter confirming project outcomes.
• Pricing & Validity: Submit firm, all-inclusive pricing (VAT and delivery costs included). Tenders remain valid for ninety days post-closing.
• Mandatory Compliance: Include Tax Compliance Status documentation, Central Supplier Database registration, and fully completed municipal bidding forms covering declarations of interest, supply chain management practices, independent bid determination, and preference point claims.

Skills Requirements

• Employ qualified, accredited facilitators with proven experience in adult education and customer service training.
• Demonstrate expertise in curriculum design, instructional delivery, and assessment aligned with SAQA unit standards.
• Exhibit strong project management capabilities to coordinate SETA registrations, manage training schedules, and produce post-programme certifications.
• Possess effective communication and reporting skills to liaise with municipal human resources departments and regulatory bodies.

Key Terms & Conditions

The tender operates under South Africa’s standard public procurement framework. The eighty-to-twenty preference system awards eighty points based on competitive pricing and twenty points on designated socio-economic goals (youth, women, disability, and black ownership). SETA/ETQA accreditation ensures training meets nationally recognised occupational standards, enabling official certification. The NLRDB is a regulatory database used to pre-register trainees before programme commencement. MBD forms are standardised compliance documents verifying tax status, ethical conduct, and non-collusion. The audi alteram partem principle guarantees procedural fairness, requiring a formal hearing before any contractual penalties, cancellations, or supplier blacklisting decisions are enacted.