Objectives

The primary objective is to measure the Customer Satisfaction Index (CSI) through an independent third-party survey. The initiative aims to evaluate the effectiveness of SACAA’s service delivery initiatives, enhance client satisfaction, improve service quality, and assess employee responsiveness to stakeholder needs. Findings will directly inform the development of a strategic service delivery plan aligned with SACAA’s commitment to client centricity and service excellence.

Scope of Work

The appointed research agency will design and execute a comprehensive survey covering all civil aviation sectors under SACAA’s regulatory oversight. Key responsibilities include:

• Gauging satisfaction levels related to surveillance and inspection functions per the Master Oversight and Surveillance Plan (MOSP).
• Determining the Customer Satisfaction Index and assessing perceived service quality.
• Identifying service delivery gaps, complaint sources, and alignment with strategic intent.
• Integrating results from internally conducted surveys and determining optimal sampling coverage.
• Analyzing quantitative and qualitative data to generate actionable insights and propose targeted service improvements.
• Delivering a comprehensive analytical report, executive presentations to senior leadership and staff, and a management training workshop on addressing identified gaps.

Technical Requirements

Bidders must propose a mixed-methods research design combining representative online panel surveys with telephonic, face-to-face, and qualitative focus group or in-depth interviews. Technical specifications include:

• A statistically significant, inclusive, and representative sampling methodology across all stakeholder categories, supported by technical justification.
• Fieldwork execution in the third quarter of the financial year, with finalization required by the fourth quarter.
• Full compliance with data privacy legislation and SACAA’s information security protocols.
• A survey platform capable of 24/7 dispatch while maintaining strict alignment with SACAA’s corporate branding.
• A detailed project plan outlining timelines, resource allocation, reporting schedules, and a structured organizational framework.
• Submission via a three-envelope physical protocol separating mandatory compliance documents, technical proposals, and financial quotations.

Skills & Experience Requirements

Technical evaluation prioritizes proven expertise in client satisfaction and perception research within corporate or government environments. Required qualifications include:

• Minimum of three to five verifiable reference letters from past clients for similar survey and research projects.
• A proposed team structure with attached curricula vitae detailing relevant qualifications, roles, and industry experience.
• A Project Lead or Manager possessing five to seven years of direct experience in stakeholder perception surveys, complex data analysis, and executive reporting.
• Strong capability in developing methodological frameworks, work plans, and delivering high-level analytical presentations.

Key Terms & Concepts

• Master Oversight and Surveillance Plan (MOSP): SACAA’s operational framework dictating the schedule, scope, and standards of regulatory inspections and audits across aviation entities.
• POPIA Compliance: Mandatory adherence to South Africa’s data privacy legislation governing the lawful collection, processing, and secure storage of personal respondent information.
• 80/20 Preference Point System: A South African public procurement evaluation model allocating 80 points to bid price competitiveness and 20 points to Broad-Based Black Economic Empowerment (B-BBEE) status levels.
• Three-Envelope Submission: A physical bidding protocol requiring separate sealed containers for administrative compliance, technical proposals, and pricing to ensure transparent, phased evaluation.