DBSA annual client satisfaction survey services – RFP in gauteng

Compulsory briefing: 06 November 2026 at 10:00 (Johannesburg time), online via Microsoft Teams. Attendance is compulsory and the attendance register must be submitted.

Clarification requests deadline: written requests must be submitted by 16:00 on 18 November 2026 (Johannesburg time) to [email protected], quoting the RFP number.

Closing date: 23 November 2026, 23H55 (Johannesburg time).

Bids must remain valid for 120 days from the closing date.

Tender enquiries (written only, no telephonic queries):

• Contact: DBSA Supply Chain Management Unit
• Email: [email protected]

Complaints about the tendering process:

• Email: [email protected]

Submission method: electronic only, via a OneDrive link provided by the DBSA. No physical, faxed or emailed bids are accepted.

• Request the submission link in writing by emailing the dedicated contact person's details to [email protected].
• Upload the bid into two separate folders: Folder 1 for Pre-Qualifying and Functional Evaluation returnables, Folder 2 for the Price/Financial Proposal.
• All bids must be submitted on the official forms provided; forms must not be re-typed.
• Closing date: 23 November 2026, 23H55 (Johannesburg time). Bids received after this time are disqualified.
• Bidders must demonstrate proof of attempted upload and any system errors if they encounter technical issues.

Returnable documents (all must be completed, signed, and included):

• Part A: Invitation to Bid — bidder and consortium details, signed as the offer cover page.
• Part B: Terms and Conditions for Bidding — acceptance of bidding rules.
• Part C: Checklist of Compulsory Returnable Schedules and Documents — ticked and completed.
• Part D: Conditions of Tendering and Undertakings by Bidder — signed undertakings.
• Part E: Specifications/Terms of Reference — acknowledgement of scope.
• Annexure A: Price Proposal Requirement — priced schedule, submitted in Folder 2.
• Annexure B: SBD 4 (Declaration of Interest) — discloses any connection between the bidder's directors/shareholders and the state.
• Annexure C: SBD 6.1 (Preference Points Claim) and B-BBEE status level certificate or sworn affidavit.
• Annexure D: Certified CIPC registration documents listing all members with percentages (for close corporations).
• Annexure E: Certified copies of latest share certificates (for companies).
• Annexure F (if applicable): breakdown of fees and work split between consortium members.
• Annexure G: supporting documents for responses to Pre-Qualifying and Functional Evaluation criteria.
• Annexure H: General Conditions of Contract — acknowledged.
• Annexure I: CSD Tax Compliance Status and Registration Requirements Report.

Disqualification risks:

• Missing any compulsory returnable document.
• Unsigned or incomplete forms.
• Late submission.
• Bids not submitted in the required two-folder format.

Evaluation proceeds in three stages:

Stage 1 — Administrative Responsiveness (Pre-Qualification):

• Submission as a two-folder tender (Folder 1: Pre-Qualifying and Functional, Folder 2: Price) — mandatory.
• Attendance register of the compulsory briefing session — must be submitted; attendance is compulsory.
• Clarification responses must be provided within the indicated timeframes (48 hours for standard conditions and returnable documents; 7 working days for CSD registration and Tax PIN).
• Bidder must be registered on the CSD to do business with the DBSA, and provide a CSD Summary Report.
• A SARS Tax PIN must be submitted.
• Bidders failing any pre-qualifying criterion are disqualified immediately and not evaluated further.

Stage 2 — Technical/Functional Evaluation:

• Minimum qualifying score: 70 out of 100.
• Only bidders scoring 70 or above proceed to Stage 3.
• Supporting documentation evidencing compliance with each functional criterion must be submitted as Annexure G.

Stage 3 — Price Evaluation:

• Only bidders who pass Stages 1 and 2 are evaluated on price.
• Price evaluation follows the Preferential Procurement Regulations, 2022 (PPPFA).
• The recommended preferred bidder is the one with the lowest overall price, subject to the DBSA's right to cancel.

Objective criteria / risk analysis:

• The DBSA may apply objective criteria to justify awarding to a bidder other than the highest-scoring one, including excluding a bidder with an outstanding order book of 5 or more awards.
• The DBSA reserves the right to conduct due diligence on the preferred bidder, covering judgements, criminal convictions, pending litigation, liquidation, performance history, reputational harm, restrictions/blacklisting, vetting, PEP checks and financial stability.

The DBSA seeks a professional service provider to design, implement, manage, analyse and report on its Annual Client Satisfaction Survey (CSAT) for the 2026/27 and 2027/28 financial years.

The survey must:

• Use a hybrid methodology combining digital engagement platforms with quantitative and qualitative research methods.
• Measure overall client satisfaction, trust, loyalty, advocacy and dissatisfaction across DBSA products, services and engagements.
• Identify key drivers of satisfaction and dissatisfaction, service delivery strengths, gaps, risks and improvement opportunities.
• Include segmentation analysis, trend analysis, and benchmarking against relevant industry standards, development finance institutions and leading practices where feasible.
• Provide actionable, evidence-based insights and recommendations to inform client relationship management, marketing, communications and service improvement.
• Support reporting against the Corporate Balanced Scorecard (BSC) and the Bank's Decadal Strategy.

Scope of work includes:

• Develop and maintain a robust CSAT methodology, including survey framework, sampling strategy, respondent segmentation, questionnaire design and quality assurance processes.
• Conduct annual survey fieldwork across DBSA client segments using appropriate data collection methods to achieve representative participation and agreed response rate targets.
• Manage all survey administration activities, including respondent engagement, communications, follow-ups, data validation, and adherence to confidentiality and data protection requirements (POPIA).
• Collect, analyse and interpret data; identify key drivers of trust, satisfaction and loyalty; highlight operational challenges; and provide recommendations for improvement.

The survey must be conducted using a hybrid approach, combining digital engagement platforms with quantitative and qualitative research. The methodology must include robust sampling, questionnaire design, quality assurance, data collection, analysis, and reporting. The findings must support the DBSA's strategic objectives and Balanced Scorecard.

Appendix A requires demonstrated experience and track record in client satisfaction and customer experience. Appendix B provides a reference letter template. Bidders must submit supporting documentation for the functional evaluation criteria, including references. No minimum number of years or specific qualifications are stated.

The RFP notes that bidders must notify the DBSA of any discrepancies, errors or inconsistencies in the RFP. It does not specify a quality management system or certification requirement.

Annexure A is the Price Proposal Requirement, submitted separately in Folder 2. Bids are evaluated on lowest price at the third stage. Pricing errors must be disclosed. No detailed breakdown or bill of quantities is provided in the extract.

Pricing must be submitted in the Price/Financial Proposal (Folder 2).

Pricing errors must be notified to the DBSA promptly after discovery.

Bids are evaluated on the lowest price at the third stage, in line with PPPFA regulations.

No bid security, bonds, guarantees, or retention percentages are stated in the document.

No specific turnover or financial capacity thresholds are stated, apart from B-BBEE EME revenue thresholds (annual total revenue of ZAR10 million or less).

CSD registration:

• South African bidders must be registered on the Central Supplier Database (CSD) and provide a CSD Summary Report.
• Unregistered bidders must submit mandatory information (business registration, directorships, tax status) with the bid.

Tax compliance:

• South African bidders must submit a SARS Tax Compliance Status PIN (TCS) or a printed TCS.
• Bidders registered on the CSD may provide a CSD number instead.
• For consortia/JVs/sub-contractors, each party must submit separate proof of tax compliance.
• Foreign bidders must comply with tax obligations in their country of residence; if no South African income, no SARS TCS is required.

B-BBEE requirements:

• Bidders must submit a B-BBEE status level verification certificate or sworn affidavit.
• EMEs (annual total revenue ZAR10 million or less) must submit a certificate issued by a registered independent auditor or accredited verification agency.
• Non-EMEs must submit an original or certified copy of a valid B-BBEE certificate, or a sworn affidavit.

Other:

• Certified CIPC registration documents (for close corporations) or certified share certificates (for companies) must be submitted.
• Proof of authority to sign the bid (e.g. directors' resolution) must be attached.
• No CIDB grading is required (this is a services tender).
• No local content percentage is specified.

The due diligence criteria include considering poor performance on health, safety, quality control or environmental policies as a risk factor. No specific OHS plan or certification is required.

Standard conditions of contract (GCC) apply, supplemented by any special conditions in Part C.

Bids must remain open for acceptance for 120 days from closing.

No contract arises until a formal written contract is executed between the DBSA and the successful bidder.

Bidders must not conditify their bid on board approval, due diligence, regulatory approvals, or negotiation of commercial terms.

Bids are irrevocable once submitted.

The DBSA may cancel the RFP, reject any bid, or negotiate with one or more bidders.

Bidders must comply with all applicable laws, including anti-corruption and anti-competitive conduct legislation.

The DBSA may disqualify bidders for improper assistance, fraud, corruption, collusion, or conflict of interest.

The DBSA may conduct due diligence on the preferred bidder, including judgements, criminal records, litigation, liquidation, performance history, reputational risk, financial stability, PEP checks and vetting.

Any complaint about the tendering process must be submitted in writing to [email protected].

The evaluation process is three-stage: 1) Administrative responsiveness (including pre-qualification criteria like two-folder submission, compulsory briefing attendance, CSD registration, and 48-hour/7-working-day clarification timeframes); 2) Technical/functional evaluation with a minimum score of 70/100; 3) Price evaluation under PPPFA, where the lowest price is recommended for award, subject to objective criteria and due diligence.