Objectives

The primary objective of this tender is to appoint a suitable service provider to establish and manage an anonymous, accessible, and secure Fraud & Ethics Hotline for the Road Accident Fund (RAF). The hotline aims to provide a safe reporting facility that ensures confidentiality, integrity, and professionalism in handling reports related to fraud and unethical conduct, over a period of three (3) years.

Scope

The scope includes:

• Provision of logistics, systems, and processes for the administration and management of the hotline.
• Ensuring effective, professional, and independent management of hotline calls and reports.
• Maintaining anonymity and confidentiality for all users and reports.
• Creating a secure environment for callers to report with confidence.
• Use of modern tools and technology (excluding AI) such as toll-free numbers, secure email, web-based forms, and callback services.
• Providing regular reports (immediate, monthly, quarterly, annual) on reported incidents, including trend analysis and geographic data.
• Marketing and awareness campaigns related to the hotline.
• Ensuring compliance with relevant legislation, including the Protected Disclosure Act and POPIA.

Technical Requirements

The technical requirements encompass:

• Implementation of security measures such as firewalls, intrusion detection, and encryption to safeguard digital systems.
• Secure handling, transport, storage, and retrieval of physical and digital records, including lockable containers and cabinets.
• Physical security measures including controlled access, surveillance, fire suppression systems, and alarm systems.
• Monitoring and control procedures to restrict access to authorized personnel only.
• Use of secure protocols for data transmission and storage.
• Use of technology tools for call management, secure email, web-based reporting, and callback services.
• Compliance with data protection laws and regulations, including vetting third-party service providers and confidentiality obligations.

Skills Requirements

The service provider and staff must possess:

• Experience in hotline services and call center management.
• Ability to handle and address calls in all 11 official South African languages.
• Expertise in records management and secure data handling.
• Proficiency in operating modern call center technologies and security tools.
• Training and skills in confidentiality, professionalism, and ethical reporting standards.
• Capability to generate comprehensive reports, including incident details, trends, and geographic data.