Provision of confidential employee assistance programme (eap) services for ESKOM

Buyer: Elias Mathabatha

Scoring system: 90/10 or 80/20 (price vs. specific goals). Maximum 10/20 points for specific goals (added to price score, rounded to 2 decimal places). Contract awarded to highest scorer per PPPFA Section 2(1)(f).

Preference points for B-BBEE:

• Level 1: 10 (90/10) or 20 (80/20)
• Level 2: 9 or 18
• Level 3: 6 or 14
• Level 4: 5 or 12
• Level 5: 4 or 8
• Level 6: 3 or 6
• Level 7: 2 or 4
• Level 8: 1 or 2
• Non-compliant: 0

Required documents to claim preference points:

• Valid B-BBEE certificate (SANAS-accredited) or affidavit/CIPS affidavit
• Proof of ownership/shareholding (CIPC documentation with breakdown)
• Certified ID copies of shareholders
• Proof of Disability (if applicable)

Note: Failure to submit preference point documents does not disqualify but limits scoring to price only (0/10 or 0/20 for specific goals).

Scope: Provision of Employee Assistance Programme (EAP) services for Eskom employees and immediate families.

Duration: 5 years (60 months) on an 'as and when required' basis.

Business Unit: Health and Wellness.

Mandatory returnables:

• SBD 6.2 Declaration Form
• Annexure C (Local Content Declaration-Summary Schedule)

B-BBEE Requirements:

• Valid B-BBEE certificate or Sworn Affidavit required for contract award.
• Exempted Micro Enterprises (annual revenue ≤ R10M): Sworn Affidavit acceptable.
• Qualifying Small Enterprises (annual revenue ≤ R50M): Must comply with QSE scorecard unless ≥51% Black-owned (Sworn Affidavit acceptable).
• Annual revenue > R50M: Valid B-BBEE certificate required.

B-BBEE Improvement/Retention Plan:

• Must be submitted within 30 days of contract signing.
• Level 1: Maintain status.
• Level 2-3: Improve/maintain status over contract period.
• Level 4: Must achieve Level 3 by end of Year 1, then improve annually.
• Level 5-8/Non-compliant: Must achieve Level 4 by end of Year 1, then improve by at least one level annually from Year 2.

Local Content:

• 100% local procurement target for EAP services.
• Local Procurement Content = Total spending minus imported component.
• Must separate local/imported components in Price Schedule if applicable.

Subcontracting & Procurement Targets:

• Black Owned: 4%
• Black Women Owned: 3%
• Black Youth Owned: 2%
• Black Persons with Disability: 1%

Skills Development:

• Target: 6 Psychology students (unemployed graduates from schools, universities, or TVET colleges).
• Candidates must represent South African demographics.
• Tenderer bears full cost; Eskom provides no financial contribution.
• Encouraged to use SETA-accredited providers and access grants/incentives.

Job Creation:

• Submit proposals for jobs created/retained in South Africa (type and number).

SDL&I Reporting:

• Monthly/quarterly reports required using Eskom’s Data Collection Template.
• Eskom reviews within 60 days; non-compliance triggers corrective action or 1.5% retention on invoices.

Performance Security:

• 1.5% retention on invoice amounts (excluding VAT) for failure to submit SDL&I reports or meet obligations.

Contract start date: 1 October 2026. Duration: 5 years (60 months). First programme submission: within 4 weeks of contract date. Revised programmes: every 2 weeks thereafter. Quality policy and plan: within 1 week of contract date. Defects liability period: 52 weeks after completion. Payment assessment: monthly between the 25th of each month. Payment period: within 4 weeks of assessment.

Employer: Eskom Holdings SOC Ltd (Reg No: 2002/015527/30). Address: Megawatt Park, Maxwell Drive, Sandton, Johannesburg. Phone: +27 11 800 6621. Employer’s Agent: Zanele Sibeko, Megawatt, Maxwell Drive, Sunninghill. Dispute resolution: Adjudicator appointed via ICE-SA Division of SAICE or AFSA (www.ice-sa.org.za). Arbitration: Association of Arbitrators (Southern Africa), Johannesburg.

Evaluation focuses on: Legal status (must be a registered South African entity compliant with Companies Act). B-BBEE compliance (valid verification certificate required; changes must be reported within 7 days). Technical capacity (proven ability to deliver EAP services at scale for a large organisation like Eskom). Financial stability (ability to meet obligations, including insurance and delay damages). Ethical standards (no prohibited actions such as corruption or fraud; must cooperate with investigations). Joint ventures (all parties jointly and severally liable; composition changes require Eskom’s written consent).

Scope: Provision of Employee Assistance Programme (EAP) services for Eskom employees and their immediate families on an 'as and when required' basis. Contract type: NEC3 Professional Services Contract (April 2013), Priced contract with activity schedule. Key clauses: Dispute resolution (W1), price adjustment for inflation (X1), changes in law (X2), delay damages (X7), transfer of rights (X9), Employer’s Agent (X10), termination by Employer (X11), limitation of liability (X18). Additional conditions: Z1-Z14 (confidentiality, B-BBEE status changes, ethics, insurance, nuclear liability, asbestos management). Access: Megawatt Park and other Eskom sites during contract period. Language: English. Governing law: Republic of South Africa.

Currency: South African Rand. Payment terms: Within 4 weeks of assessment. Interest rate: Standard Bank prime rate (for ZAR) or LIBOR (for other currencies). Liability: Consultant’s total liability limited to the total of the prices. Delay damages: 2% to 5% per day for late completion. Insurance: Consultant must provide liability cover (total contract value) and other insurances as per Insurance Table A. Employer provides insurances per Insurance Table B (e.g., Assets All Risk, Contract Works, Environmental Liability).

B-BBEE: Valid verification certificate required. Notify Eskom within 7 days of any B-BBEE status change; submit updated certificate within 30 days. Failure to notify may result in termination. Ethics: Prohibited actions (coercive, collusive, corrupt, fraudulent, obstructive) may lead to termination. Joint ventures: Notify Eskom of key contact person within 2 weeks of contract date; composition changes require written consent. Tax: Comply with VAT Act 89 of 1991; include Eskom’s VAT number (4740101508) on invoices. Nuclear: Eskom indemnifies Consultant for nuclear damage liabilities unless caused by Consultant’s unlawful intent or unauthorised presence. Asbestos: Eskom ensures compliance with Asbestos Regulations (GNR 155 of 2002); Consultant may stop work in contaminated areas until declared safe.

Submission and communication must be directed to Zanele Sibeko, Chief of Wellness at Eskom. All final reports are to be issued in electronic and hard copy formats. Draft reports for comment must be submitted electronically. Invoices must be sent electronically to Zanele Sibeko on the last day of each month.

The scope requires the provision of a comprehensive Employee Assistance Programme (EAP) for Eskom employees and their immediate families for 5 years (60 months) on an 'as and when required' basis. Key deliverables include:

• Counselling Services: Comprehensive clinical counselling covering emotional, psychological, behavioural, financial, legal, career, retirement, personal, family, and mental health issues. Access channels include a 24/7/365 toll-free support line, virtual platforms, and face-to-face sessions (max 8 sessions per issue, first session within 24 hours of contact).

• Trauma and Critical Incident Support: 24-48 hour on-site response for critical incidents (e.g., fatalities), including defusing, debriefing, and ongoing counselling for employees and contractors.

• Managerial and Supervisory Support: Consultancy for leaders handling psychosocial challenges, formal referral processes, and four annual training sessions for managers/supervisors on identifying and supporting employees with psychosocial issues. Response times: 1 week for virtual, 2 weeks for face-to-face.

• Conflict Mediation: Confidential mediation sessions by trained EAP practitioners, with documented outcomes (only with employee consent).

• Preventative Programmes: Wellness campaigns on mental health, resilience, work-life balance, GBV, neurodiversity, and addictive behaviours. Minimum of four sessions per cluster/power station/region annually. Active participation in Eskom’s wellness initiatives and events.

• Training and Capacity Building: Quarterly accredited CPD training (10 sessions annually) for Eskom Health and Wellness professionals. Quarterly debriefing sessions (4 per year) for the Wellness fraternity. Minimum of 120 topic-specific talks annually across all divisions.

• Marketing and Communication: Comprehensive strategy including quarterly onsite engagements, promotional materials (posters, brochures, infographics), monthly online communications (newsletters, webinars), and alignment with Eskom’s branding guidelines. Must support all 11 official South African languages and South African Sign Language.

• Call Centre Services: 24/7/365 toll-free line with SMS, WhatsApp, and 'Please Call Me' facilities. Voice message facility with guaranteed call-back. Professionally trained staff for triage and referrals.

• Affiliate Network: Contracted network of registered counsellors, social workers, and clinical psychologists. Backup community resources for continuity. Offices must be safe, accessible, and confidential.

• Reporting and Analysis: Monthly, quarterly, and annual reports on service usage, trends, and outcomes. Ad-hoc reports on request. Data must be anonymised, aggregated, and POPIA-compliant. Reports in Excel and presentation formats with regional and business unit breakdowns.

• Key Account Management: Quarterly meetings with Eskom’s Wellness Manager. National and regional coverage with 20 regional/provincial managers. Clear escalation protocols.

• Strategic Advisory Services: Regular reporting to Exco, HR, and leadership on psychosocial trends and organisational health risks.

• Onsite Support: Minimum of 4 hours per week at 15 Eskom-designated sites (unless otherwise agreed).

• Digital Access: WhatsApp channel and secure mobile application for employee engagement.

• Service Standards: Confidentiality, ethical compliance, clinical governance, and responsiveness. Unique reference numbers for case tracking. Integration with Eskom’s internal wellness and human capital systems.

• Quality Management: Operate a QMS compliant with NEC3 PSC Clause 40.1. Include quality policy, roles, service delivery procedures, monitoring mechanisms, and corrective actions. Submit QMS for Eskom’s approval prior to service commencement.

Invoices must be addressed to Eskom Holdings SOC Ltd and include: name and address of the Consultant and Employer’s Agent, contract number and title, Consultant’s VAT registration number, Eskom’s VAT registration number (4740101508), total amount invoiced excluding VAT, VAT amount, and total including VAT. All invoices must be submitted electronically to Zanele Sibeko on the last day of each month. Bonds or guarantees (if required) must be provided as specified in Part 1 Agreements and Contract Data, document C1.3, Sureties. Eskom may withhold payment until bonds/guarantees are received and accepted.

All personnel must be appropriately qualified and professionally registered with relevant statutory bodies (e.g., HPCSA, SACSSP). Compliance with POPIA, labour legislation, and Eskom’s site rules is mandatory. B-BBEE compliance is required, with preference given to companies at B-BBEE Levels 1 to 4 as per Eskom’s Directive on B-BBEE Implementation (32-416). The Consultant must maintain its stated B-BBEE status for the contract duration and notify Eskom of any changes. Subcontracting is permitted but the Consultant remains fully responsible for performance and compliance. Subcontracting must not exceed a specified percentage without Eskom’s prior approval.

Scoring will assess: Proven track record in delivering EAP services, preferably for large organizations or utilities. Registration and compliance with South African labor laws, B-BBEE (if applicable), and industry standards (e.g., SASWIPP for social work). Adequate resources (human, technical, financial) to deliver services across the Northern Cape for 5 years. Relevant certifications (e.g., ISO 9001 for quality management, ISO 45001 for occupational health and safety). Valid tax clearance, CIPC registration, and no conflicts of interest with Eskom.

Provide Employee Assistance Programme (EAP) services for Eskom employees and immediate families for 60 months on an as-and-when-required basis. Method Statement must include: Title matching the tender/RFQ title. Supplier representative details (full name, designation, contact number, date). Client details (Division/Operating/Business Unit as per tender/RFQ). Tender/RFQ/Contract number. Activity and detailed scope description as per Works Information of the NEC document/RFQ. Reference document/procedure number (if available). Relevant discipline (if applicable). List 2-3 SMART objectives aligned with scope outputs. Explain how customer needs are identified and communicated. Detail human resources, skills, competencies, training, and authority required. List required PPE, tools, equipment, and infrastructure (including testing/measurements). Describe how mission, vision, strategy, policies, and processes are communicated, and state shared values. Identify all risks and outline mitigation actions. Explain how process improvement gaps are identified to meet or exceed requirements. Specify data to be collected and analysis to be performed. Identify stakeholders affected (low/medium/high impact) and actions to address concerns. If outsourcing is involved, explain supplier identification, selection, evaluation, and performance monitoring.

Evaluation will consider: Legal registration status (registration number required at award stage). Demonstrated capacity to deliver EAP services at scale, including experience with large organizations or public sector contracts. Compliance with all relevant South African laws and Eskom’s internal policies. Ability to service the Northern Cape province (remote services may be acceptable).

Scope: Provision of Employee Assistance Programme (EAP) services for Eskom employees and their immediate families. Contract duration: 5 years (60 months) on an 'as and when required' basis. Contract structure: NEC3 Professional Services Contract (PSC3), with scope detailed in Part C3. Supporting sections: Agreements & Contract Data (Part C1) and Pricing Data (Part C2).

Engineering Contract Strategies: Tel 011 803 3008, Fax 011 803 3009, Website: www.ecs.co.za

Evaluation will assess: Legal status (must be a registered entity capable of contracting with Eskom). Professional compliance (valid HPCSA/SACSSP or equivalent certifications). Experience (proven track record in EAP services, preferably for large organizations or energy sector). Operational capacity (adequate staffing, infrastructure, and resources for Northern Cape Eskom sites). Financial stability (ability to sustain a 5-year contract and meet pricing obligations). Regulatory compliance (adherence to South African labor, health, and safety laws).

Scope: Provide Employee Assistance Programme (EAP) services to Eskom employees and immediate families for 5 years (60 months) on an 'as and when required' basis. Risk Register must include: Operational risks (scheduling delays, staff availability, site access). Clinical/professional risks (confidentiality breaches, HPCSA/SACSSP compliance, trauma interventions). Reporting/data risks (delays or errors in outcome reporting). Contractual/administrative risks (scope changes, miscommunication). Health and safety risks (on-site/remote service delivery). Employer provides access to Eskom sites for the contract duration. Contract is priced with an activity schedule; pricing data referenced in Part C2.2.

Tendered total price: R14,584,573 (excluding VAT). Pricing must align with the activity schedule and Part C2.2 Pricing Data.

Mandatory compliance with HPCSA/SACSSP codes of conduct for clinical/professional service delivery.

Evaluation is open to all qualified service providers. Bidder guidance: - Demonstrate experience and capacity to deliver the full range of EAP services listed in the Activity Schedule. - Prove financial stability to sustain a 5-year contract without additional payments for expenses or staff rates. - Comply with all South African legal and regulatory requirements for EAP services, including industry-specific certifications or accreditations. - Agree to NEC3 PSC3 Option A contract terms, including lump-sum pricing and payment conditions.

Scope: Provide Employee Assistance Programme (EAP) services for Eskom employees and their immediate families over 5 years (60 months) on an 'as and when required' basis.

Service Breakdown (All-Inclusive Lump-Sum Pricing):

• Psychosocial counselling: R951,480.00
• Trauma defusing and debriefing (critical incidents): R57,240.00
• Conflict mediation: R120,960.00
• Advisory services: R180,360.00
• Managerial and supervisory support: R59,400.00
• Preventative programmes and training: R77,760.00
• Marketing: R124,200.00
• Key accounts management support: R25,920.00
• Reporting and analysis: R15,120.00
• Training and upskilling of Wellness Fraternity: R7,560.00
• Total per month per employee: R1,620,000.00 (excl. VAT and CPI).

Key Requirements:

• Services must align with the Scope document, not the Activity Schedule.
• Activity descriptions must clearly define the work included and completion criteria.
• All costs (staff, expenses, overheads) must be included in lump-sum activity prices. No separate claims are allowed unless a Z-clause specifies otherwise.
• Payment is only for completed, defect-free activities at assessment dates. No partial payments.
• Activity Schedule may change post-contract due to compensation events (e.g., scope changes).
• Consultant must link the Activity Schedule to submitted programmes for Employer acceptance.
• No price adjustments for quantity variations; only compensation events justify price changes.
• Time Charge (for compensation events) = staff rates × time spent. Staff rates can be: named staff, staff categories, or salary-linked.

Pricing Model: Lump-sum contract (Option A) under NEC3 PSC3 terms.

Requirements:

• Submit a priced Activity Schedule with well-defined, all-inclusive lump-sum amounts per activity.
• Prices must cover all costs (staff, expenses, overheads) unless a Z-clause explicitly allows separate expense claims.
• No partial payments: only completed, defect-free activities are paid at assessment dates.
• Total tender price = sum of all Activity Schedule prices.
• Inflation adjustments for expenses (if applicable) follow PSC3 Guidance Notes or Option X1 (Price Adjustment for Inflation).
• Staff rates (if required) must be defined as: named staff, staff categories, or salary-linked. Consult NEC3 PSC3 Guidance Notes for rate structures.
• Explicitly state whether prices exclude or include VAT.

Quality Representative: Bongi Tshabalala (Senior Advisor: Supplier Quality Management). Phone: 022 240-1056.

Submit the completed and signed Form A (Template Identifier 240-43921804 Rev 3) to acknowledge acceptance of Eskom Supplier Quality Requirements per 240-105658000 Specification and ISO 9001 Standard. Include all returnable documents as specified in the tender. Failure to sign or return required forms may result in disqualification.

Evaluation includes: Pre-Contract Award Quality Requirements under Category 4 (clause 3.5-105658000). Mandatory Main Supplier and Sub-supplier Capability and Capacity Assessment. Compliance with ISO 9001 principles: Customer Focus, Leadership, Engagement of People, Process Approach, Improvement, Evidence-Based Decision Making, and Relationship Management. A designated Quality Representative must sign Form A.

Provide a comprehensive, confidential, and integrated Employee Assistance Programme (EAP) for Eskom employees, their immediate family members, learners, apprentices, graduates-in-training, and contractors affected by critical incidents. Scope includes support on an 'as and when required' basis. Category 4 applies for capability and capacity assessment. Main supplier and sub-supplier capability and capacity will be evaluated.

Mandatory compliance with Eskom Supplier Quality Requirements per 240-105658000 Specification and ISO 9001 Standard. Tenderer must complete and sign Form A to confirm acceptance of these requirements.

• Tender closing: 19 June 2026 at 10h00 SAST.
• Clarification meeting (non-compulsory): 04 June 2026 at 10h00 SAST via Microsoft Teams.

• Join link: https://teams.microsoft.com/meet/384438705901191?p=oO0nY2rNm2P8ilNJfd
• Meeting ID: 384 438 705 901 191, Passcode: wD3SS3RP.

• Deadline for clarification queries: 3 working days before tender submission deadline (16 June 2026).
• Tender validity period: 180 days from closing date.

• Eskom Representative: Elias Mathabatha (Procurement Manager, Corporate Tactical Procurement).
• Contact: Tel: 011 800 5070, Email: [email protected].
• All queries must be submitted in writing to the Eskom Representative only.
• Fraud/corruption reporting (anonymous): Hotline 0800 11 2722 or Email: [email protected].

• Submission method: Electronic only via Eskom E-tendering Portal: https://etendering.eskom.co.za/. No hard copies or zip/compressed files accepted.
• Deadline: 19 June 2026 at 10h00 SAST. Late submissions are disqualified. Suppliers must ensure upload completion before closing time.
• File requirements: PDF and Excel formats. Max 50MB per file, total submission limit 900MB. Price list must be in both PDF and Excel.
• Folder structure: Upload documents under Technical, Commercial, Financial, and Other folders.
• Mandatory returnables (disqualifiable if missing/incomplete):

• Authorisation Form (Annexure A)
• Acknowledgement Form (Annexure B)
• Tenderer’s Particulars (Annexure C)
• Integrity Declaration Form (Annexure D)
• SBD 1 (Annexure H)
• SBD 4 (Annexure J)
• E-tendering Help Manual acknowledgement form

• Non-disqualifiable but required for evaluation: SBD 6.1 Preference Points Claim Form (Annexure I). Failure to submit results in zero B-BBEE points.
• Resubmissions: Only the latest version is valid; earlier submissions are void. Ensure submission status is marked as 'complete'.

• Eligibility disqualifiers:

• Tenderer or subcontractors on international sanctions lists.
• Multiple tenders submitted (except for file size limits on E-tendering).
• JV/consortium without joint and several liability for contract execution.
• Conflict of interest (e.g., shared majority shareholders, access to competitor information).
• Tenders signed by unauthorised persons.
• Restricted by National Treasury or on Tender Defaulters list.
• Subcontracting 100% of the scope of work.

• Evaluation stages:

• Stage 1: Functionality (80% technical threshold required).
• Infrastructure (20%): National footprint (e.g., ≥25 service points for max score).
• Staffing (25%): 25–40 Social Workers, 20–25 Psychologists (HPCSA/SACSSP registered).
• Service Delivery Modalities (20%): Multi-channel support (in-person, telephonic, virtual, 24/7 crisis line, WhatsApp).
• Experience (20%): ≥10 years + ≥25,000 employees for max score.
• Reporting (10%): Structured dashboards, KPIs, quality assurance frameworks.
• Stage 2: Site Practical Evaluation (30% each for Call Centre Infrastructure and Service Delivery Capability). Threshold: 80% to qualify.

• Pricing (80 points): Inclusive of VAT, corrected for errors, unconditional discounts considered. Conditional discounts not evaluated but applied at payment.
• Specific Goals (20 points): PPPFA-aligned. Failure to submit proof of B-BBEE status results in zero points but not disqualification.
• Ranking: 80/20 system (Price + Specific Goals). Highest to lowest score.

• Scope: Comprehensive Employee Assistance Programme (EAP) for Eskom employees and immediate families. Duration: 5 years (60 months), "as and when required" basis.
• Key deliverables:

• Clinical services (counselling, psychological support).
• Multi-channel support: In-person, telephonic, virtual/online, 24/7 crisis hotline, WhatsApp, family access.
• Structured reporting: Monthly reports, KPIs, outcomes, continuous improvement initiatives.
• Quality assurance frameworks and dashboards.

• Capacity requirements:

• National footprint: Minimum 10 service points (score increases with ≥15, ≥20, ≥25).
• Staffing: 25–40 Social Workers (SACSSP registered), 20–25 Psychologists (HPCSA registered).
• Infrastructure: Operational 24/7 call centre with redundancy, disaster recovery, and call routing systems.

• Contract form: NEC 3 Term Service Contract (TSC3).
• Site verification: Live demonstration of call centre and staff interviews may be required.

• Pricing format: Submit pricing schedule in PDF and Excel. Prices must be inclusive of VAT.
• Payment terms:

• Contracts ≤ R50 million (incl. VAT): Payment within 30 days of undisputed invoice.
• Contracts > R50 million (incl. VAT): Payment within 60 days of undisputed invoice.

• Evaluation adjustments:

• Corrected for arithmetical errors.
• Excludes contingencies in BOQ/activity schedules.
• Unconditional discounts considered; conditional discounts applied at payment.
• Net Present Value comparison may be used.

• Performance security: Not applicable.
• Cataloguing: If required, include a line item in pricing schedule; Eskom covers the cost.

• Mandatory (disqualifiable if missing):

• Proof of valid CSD registration (CSD number/report).
• Tax compliance: Certified tax clearance certificate for local tenderers and foreign tenderers with SA footprint (unless CSD PIN provided). Foreign suppliers with no SA footprint: Complete SBD1 only.
• Authorisation Form (Annexure A), Acknowledgement Form (Annexure B), Tenderer’s Particulars (Annexure C), Integrity Declaration Form (Annexure D), SBD 1 (Annexure H), SBD 4 (Annexure J).

• Required for evaluation (not disqualifiable if missing):

• B-BBEE: Proof of status level (certificate from SANAS-accredited agency, sworn affidavit, or CIPC affidavit). Zero points if not submitted.
• SBD 6.1 Preference Points Claim Form (Annexure I).

• Additional requirements:

• Employment Equity Act: South African designated employers must submit proof of compliance and EE report submission to the Department of Labour.
• Joint Ventures: Submit JV agreement confirming joint/several liability, single business entity status, and designated bank account.
• Integrity Pact: Download and read from www.eskom.co.za.
• Local content: CPA requirements for local/foreign goods/services; SBD 6.2 and annexures (G1–G4) required if designated materials are included.

• Not applicable: CIDB grading, Contract Skills Development Goals (CSDG), Contract Participation Goals (CPG).

Mandatory criteria: 100% compliance required for all professionals to be registered with HPCSA and SACSSP; proof of formal employment or contracts for all proposed staff. Failure to meet any mandatory criterion results in automatic disqualification. Evaluation stages: Stage 1 (technical): Minimum 80% score to qualify for Stage 2. Stage 2 (site/practical): Minimum 80% score to qualify. Scoring areas in Stage 1: Clinical services & infrastructure (20%): National footprint with 15–25 service points (5 = ≥25, 4 = 20–24, etc.). Staffing & professional credentials (25%): Availability of 25–40 Social Workers and 20–25 Psychologists (5 = fully meets, 4 = meets one category fully, etc.). Service delivery & modalities (20%): Multi-channel support (in-person, telephonic, virtual, WhatsApp, 24/7 crisis line) (5 = all modalities, 4 = all except one, etc.). Experience & track record (20%): Minimum 10 years’ experience delivering EAP to large organisations (≥25,000 employees) (5 = ≥10 years + ≥25,000 employees, 4 = 7–9 years, etc.). Reporting & quality assurance (10%): Structured reporting (monthly, KPIs, dashboards, QA framework) (5 = comprehensive, 4 = reporting + KPIs, etc.). Stage 2: Call centre infrastructure (30%): 24/7 operational capability, redundancy, disaster recovery (5 = fully operational, 4 = minor gaps, etc.). Service delivery capability (30%): Clinical competence, governance, crisis management (5 = high competence, 4 = competent with minor gaps, etc.). Required documentation: Valid HPCSA and SACSSP certificates; signed employment contracts/SLAs; case studies, client references, utilisation statistics; sample reports, KPI dashboards, QA frameworks; staffing plans, CVs, qualifications; call centre infrastructure details.

Scope: Deliver a comprehensive, confidential, and integrated Employee Assistance Programme (EAP) for Eskom employees, immediate family members, learners, apprentices, graduates-in-training, and contractors affected by critical incidents. Duration: 5 years (60 months) on an 'as and when required' basis. Key service components: Access channels: 24/7/365 toll-free support line; virtual platforms (WhatsApp, secure mobile app); face-to-face counselling (max 8 sessions per issue, first session within 24 hours of contact); services in all 11 official languages and South African Sign Language; unique reference numbers for case tracking. Call centre services: Fully operational with SMS, WhatsApp, email, 'Please Call Me' facilities; toll-free line accessible 24/7/365 from landlines and mobile; voice message facility with guaranteed call-back; trained, qualified staff for triage and referrals. Counselling services: Financial wellbeing (budgeting, debt management, savings, investments, wills); legal advice (personal/family matters); career/retirement (pre-retirement planning, vocational guidance); personal issues (marital, bereavement, workplace stress, addictive behaviours, GBV, gender identity); child & family support (parenting, disability care, special needs placement, educational resources); mental health; human capital/organisational support. Trauma management: Trauma and critical incident response (defusing, debriefing, ongoing counselling); on-site support within 24–48 hours for critical incidents (e.g., fatalities); inclusion of contractors in sessions. Managerial support: Consultancy for leaders handling psychosocial/behavioural challenges; formal referral processes; four annual training sessions for managers/supervisors on identifying and managing psychosocial issues; 1-1 or group training interventions. Conflict mediation: Confidential mediation by trained practitioners; individual/joint sessions; outcomes documented with employee consent. Preventative programmes: Wellness campaigns (mental health, resilience, work-life balance, absenteeism, addictive behaviours, conflict management, GBV, neurodiversity); targeted training/workshops; participation in organisational wellness initiatives; minimum 4 sessions per cluster/power station/region annually. Debriefing sessions: Quarterly debriefing for Health and Wellness fraternity to address secondary trauma. Topic-specific talks: Minimum 120 or unlimited talks annually across all divisions, as requested by Eskom medical practitioners. Delivery standards: Professional, ethical, and context-adapted delivery (onsite, virtual, or hybrid). Training & capacity building: Quarterly accredited CPD training (10 sessions annually) for Eskom Health and Wellness professionals. Marketing & communication: Quarterly onsite marketing engagements at each cluster/site/power station; monthly online communications (desk drops, newsletters, infographics, webinars); annual promotional materials (posters, brochures, infographics); all materials professionally designed, aligned with Eskom branding, and accessible in multiple languages. Governance & oversight: Quarterly key account management meetings with documented outcomes; national and regional account managers for service delivery, escalation, and quality assurance; regular operational updates and performance reports; clear escalation protocols; strategic advisory services to Exco/HC on psychosocial trends and risks. Reporting & analysis: Monthly, quarterly, and annual reports on utilisation, presenting issues, outcomes, and KPIs; ad hoc reports on request; Excel and presentation formats; regional, business unit, cluster, and site-level breakdowns; anonymised, aggregated data; integration with Eskom’s internal systems; strict confidentiality and data protection. Systems integration: Reports structured for compatibility with Eskom’s health, wellness, and human capital systems to support workforce planning and risk identification. Data governance: Strict confidentiality; anonymised and aggregated reporting; security and protection of all client data (cyber, physical, etc.).

Mandatory professional registration: All professionals must be registered with the Health Professions Council of South Africa (HPCSA) and the South African Council for Social Service Professions (SACSSP). 100% compliance is non-negotiable. Proof of employment/contract: Tenderer must provide signed employment contracts or service level agreements (SLAs) proving all proposed professionals are formally employed by or contracted to the bidder. Failure to comply with either requirement results in automatic disqualification.

ESKOM Representative: Bongi Tshabalala. Document issued date: 2026-04-08.

Submit all returnable documents as specified in the tender. Required items include: Quality Method Statement (using template Ref 240-126469599), Quality Policy, Quality Objectives, organizational chart, responsibility matrix, and external provider evaluation criteria. Form A must be completed and signed. Failure to include any required document may result in disqualification.

Evaluation is based on compliance with ISO 9001:2015 Quality Management System (QMS) requirements. Scoring breakdown: Section A (QMS Documentation) = 3 points (Quality Method Statement, Quality Policy, Quality Objectives). Section B (QMS in Operation) = 2 points (roles/responsibilities, control of external providers). Section E (Additional Requirements) = 1 point (Form A completion). Total possible score = 6 points. All sections must be addressed to qualify.

Provide a comprehensive, confidential, and integrated Employee Assistance Programme (EAP) service. Scope includes support for: Eskom employees, their immediate family members, learners, apprentices, graduates-in-training, and contractors affected by critical incidents. Service must be delivered on an 'as and when required' basis over a 5-year (60-month) period.

Must provide objective evidence of a documented QMS that complies with ISO 9001:2015 (certification not required). Must demonstrate control of externally provided processes, products, and services per Clause 8.4 of ISO 9001:2015. Must define roles, responsibilities, and authorities per Clause 5.3 of ISO 9001:2015.