Provincial Hotline/Call Centre RFP No:16/08/2011
The Department of the Premier would like to call proposals from Service Providers for the establishment of a provincial call centre for handling queries from members of the public through various channels of communication, routing queries, receiving responses and responding to public inquiries. The hotline and public liaison staff in the Premier’s intervention unit will be backed by Public Liaison Officers to ensure that the response times are kept to the minimum. They will have the responsibility of following up the public enquiries and complaints lodged, and ensure that all are attended to efficiently. The hotline and public liaison service aims to encourage an all-round improvement in citizen care and liaison and introduce a culture of putting the citizen first in all government departments as well as municipalities, as part of the President’s directive to create an interactive, accessible and responsive government.
Terms of Reference
The Terms of Reference for this Request for Proposal will be available from Friday, 24 August 2011, from Room 341, Lebohang Building, corner St Andrew & Markgraaf streets, Bloemfontein, upon payment of a non-refundable fee of R100.00.
Briefing / Clarification Session
A briefing / clarification session will take place on the 31 August 2011 at 09:00 at the 8th floor, Olien Room, Lebohang Building, corner St Andrew & Markgraaf Street, Bloemfontein.
Closing Date for Submission
The closing date for submission of proposals is 23 September 2011 at 12:00. No late submissions will be accepted.
Evaluation and Adjudication
All relevant legislation and regulations in respect of government procurement processes will apply to this Request for Proposal.
The attention of interested parties is drawn specifically to the; ‘National Treasury Instruction Note on Enhancing Compliance Monitoring and Improving Transparency and Accountability in Supply Chain Management” as issued by the Accountant General on 31 May 2011. Service providers and individuals who have defaulted on government contractors and have been listed as such by the relevant national and/or provincial treasury, may not participate in this Request for Proposal.