AI helper
The Manufacturing, Engineering and Related Services Sector Education and Training Authority (Merseta) is seeking a service provider to offer an independent, confidential, and anonymous fraud and ethics hotline service, along with fraud and ethics awareness training for all Merseta employees. The contract will be for three financial years, starting April 1, 2026, and ending March 31, 2029. The service provider must offer 24/7 multilingual hotline operations (minimum of five official South African languages) with trained call centre agents capable of distinguishing fraud/ethics matters from operational queries and ensuring anonymity and confidentiality. Case management includes real-time logging, secure storage, unique reference numbers, and forwarding reports to Merseta within 24 hours. Deliverables include daily email notifications of incidents and monthly reports detailing the number of reports, breakdown by channel, categorization, and trend analysis. Annual awareness training will be delivered via a hybrid model (onsite at head office, virtual for regional offices) with supporting awareness materials. The service provider must comply with POPIA and data protection legislation, ensure secure data hosting and encryption, and have confidentiality agreements for all personnel. Mandatory requirements include detailed pricing per financial year with escalation, a project plan and methodology, proven experience with at least two verifiable reference letters, and a company profile demonstrating at least three years of experience in ethics/fraud hotline services within the public sector or large organizations, proof of 24/7 operational capacity, and details of marketing campaigns. Accreditation by the Ethics Institute of South Africa or another relevant organization, and membership in a recognized professional body are also required, with valid certification copies to be attached. Examples of organization reports should be included.
The bid notice states that the contract shall be for a period of three 3 financial years, commencing 1 April 2026 and ending 31 March 2029, subject to satisfactory performance.
The potential service provider should have an established infrastructure, networks and capacity to effectively and efficiently manage an ethics and fraud confidential hotline, operating 24 hours a day, 365 366 days a year. The platform should be easily accessible and provide reliable and innovative channels of whistle blowing. These channels should include but may not be limited to telephonic, and email communication. The potential service provider should provide reports soon as possible no later than 24 hours after the issue has been logged. Mandatory requirements include: Detailed pricing per financial year including escalation. Project plan and methodology. The potential service provider should demonstrate proven experience and expertise through history and past and present clients in the ethics and fraud confidential hotline operations by submitting a minimum of two 2 written, signed verifiable reference letters on company letterhead from clients where work of a similar nature was undertaken and must be prepared to take the Merseta representative on a site visit to such customer premises. Company profile demonstrating the below: A minimum of three 3 years experience in ethics/fraud hotline services experience within the public sector or large organisations. Proof of 24/7 operational capacity. Full details of their marketing campaigns in relation to the ethics and fraud confidential hotline and awareness systems, inclusive of a basic marketing campaign and enhanced options. The potential service provider should be accredited by the Ethics Institute of South Africa or any other relevant organisation. In addition, the service provider should be a member of a recognised professional body. Valid certification copies must be attached. Examples of the organizations reports should be included.
The potential service provider must be prepared to take the Merseta representative on a site visit to customer premises where work of a similar nature was undertaken.