Objectives

The primary objective of this tender is to appoint a 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 line with relevant legislation and policies.

Scope

The scope includes:

• Hosting the City’s Fraud Hotline at the service provider’s call centre facility.
• Providing 24/7 operational support in at least four official languages.
• Handling and translating reports into English.
• Generating and uploading daily disclosure reports into the case management system within 24 hours.
• Providing monthly summaries and analysis reports of disclosures received.
• Filtering out malicious or scope-out calls while maintaining records for the contract duration and six months thereafter.
• Immediate escalation of threats or danger reports to designated authorities or City’s Metro Police.
• Ensuring confidentiality and proper case management functions.

Technical Requirements

The technical specifications for the service include:

• Operational call centre available 24/7 in at least four official languages, with indication of supported languages.
• Call reports and summaries to be generated and uploaded within specified timeframes.
• Translation of all reports into English.
• Immediate contact with designated persons or authorities in case of threats or imminent danger.
• Retention of all information related to disclosures for the contract duration plus six months.
• Confidential handling of all information received, including third-party disclosures.
• Case management functions to include recording, analysis, filtering, and reporting of disclosures.

Skills Requirements

The bidder must demonstrate:

• At least 5 years of experience in forensic, legal practice, or financial crime investigation, with relevant CVs and certified qualifications.
• Management experience of at least 2 years in managing a call centre service in the private or public sector, supported by reference letters or completion certificates.
• Ability to operate a multilingual call centre, with capacity to handle and translate reports efficiently.
• Confidentiality and data management skills, ensuring secure handling of sensitive information.
• Knowledge of relevant legislation including the Protected Disclosure Act, Municipal Systems Act, and related regulations.