Objectives

The primary objective of this tender is for the Road Accident Fund (RAF) to appoint a qualified and experienced service provider to deliver Employee Wellness Programme (EWP) services. The goal is to establish a comprehensive wellness initiative that promotes employee health, supports mental and physical wellbeing, and fosters a safe and healthy working environment for RAF employees and their immediate families over a period of five years.

Scope

The scope of work includes:

• Clinical Services: Providing unlimited telephonic counselling, face-to-face counselling, trauma debriefing, life management, and support services in multiple languages.
• Proactive and Preventative Wellness Interventions: Conducting awareness, training, and education sessions, mental health interventions, change management support, and capacity building for management and staff.
• Onsite and Virtual Support: Offering conflict mediation, psychosocial support, financial wellbeing programmes, and capacity to deliver onsite counselling as needed.
• Management and Reporting: Assigning a dedicated Client Relationship Manager, creating awareness campaigns, providing regular reports and dashboards, and supporting the implementation of wellness strategies.
• Additional Services: Conducting health calendar campaigns, health promotion activities, and ensuring compliance with legislative and accreditation requirements.

Technical Requirements

The technical requirements for the successful bidder include:

1. Mandatory Compliance: Submission of all required documents including SBD forms, proof of professional accreditation, CIDB registration (if applicable), tax clearance, and proof of professional staff and affiliates across provinces.
2. Staffing: Minimum of 20 clinical call centre staff, qualified multidisciplinary team including psychologists and social workers, and a dedicated Key Accounts Manager with at least five years’ experience.
3. Operational Capability: Demonstration of capacity to deliver services through site visits, including operational methodology, approach, and process execution.
4. Reference and Experience: Submission of at least five contactable client references for similar services, with reference letters on client letterheads.
5. Infrastructure: Call centre located in South Africa with valid proof of address, equipped to provide multi-channel communication (telephone, SMS, email, WhatsApp).
6. Reporting and Monitoring: Provision of detailed monthly, quarterly, and annual reports, dashboards, and data analysis to track engagement, trends, and impact of the programme.
7. Evaluation Criteria: Bidders must meet minimum thresholds in functionality (70/100 points), site visit performance (minimum 40/50 points), and compliance with legislative and professional standards.

Overall, the successful service provider must demonstrate the ability to deliver comprehensive, multi-channel wellness services aligned with legislative requirements, with capacity for ongoing management, reporting, and continuous improvement over the five-year contract period.