Objectives

The primary objective of this tender is to solicit quotations from qualified service providers for the provision of Fraud Hotline services to the NHFC. The services aim to establish a secure, accessible, and effective whistleblowing mechanism that enables anonymous reporting of unethical practices and fraud, thereby promoting integrity and compliance within the organization.

Scope

The scope of work includes:

• Provision of a 24/7/365 toll-free hotline accessible to NHFC employees, stakeholders, and the public.
• Accreditation of the hotline service by the Ethics Institute of South Africa (Ethics SA), with proof of accreditation.
• Operation of multilingual call handling by trained operators to ensure maximum information extraction while maintaining caller anonymity.
• Implementation of a case management system for logging, tracking, and escalating reports.
• Provision of secure infrastructure ensuring data protection and confidentiality.
• Generation of unique reference numbers for each report and regular reporting (monthly and quarterly) on reports received, investigation status, and trends.
• Electronic conduit for written reports that preserves caller anonymity.
• Development and delivery of awareness campaigns, including reports, presentations, posters, and training sessions.
• Promotion of fraud awareness and hotline utilization among NHFC staff and stakeholders.

Technical Requirements

The technical specifications for the hotline services include:

• Accreditation by the Ethics Institute of South Africa (Ethics SA).
• A toll-free number available 24/7/365 with multilingual operator support.
• Operators trained in managing fraud and ethics reports, ensuring caller anonymity and confidentiality.
• Case management system capable of logging, tracking, and escalating reports with unique reference numbers.
• Secure infrastructure with robust data protection and confidentiality protocols.
• Ability to generate detailed monthly and quarterly reports on reports received, investigation updates, and trends.
• Electronic reporting conduit for written reports with anonymous sender details.
• Provision of promotional materials including posters, presentations, and training modules.
• Training and awareness sessions for NHFC staff on fraud risk management and hotline use.

Skills Requirements

The service provider must demonstrate:

• Accreditation and proven experience in operating ethics and fraud hotlines, preferably with accreditation from the Ethics Institute of South Africa.
• Experience in managing confidential and sensitive reports related to fraud and unethical conduct.
• Capability to operate a multilingual, 24/7 call center with trained operators.
• Technical expertise in implementing and maintaining secure case management and reporting systems.
• Ability to produce detailed analytical reports and trend analysis.
• Proven track record in conducting awareness campaigns and training sessions on fraud and ethics.
• Capacity to provide ongoing support, consultation, and promotional activities to enhance hotline utilization.