Customer centricity training for 790 sabs employees — appointment of a training service provider (RFQ 202107)

Closing date and time: 21 October 2026 at 11:00.

RFQ issued: 15 October 2026.

Quotation validity: 120 days from the closing date; SABS may extend this by a further 60 days by written notice, without the bidder's consent and without any change to the quotation.

No compulsory briefing session or site visit is specified.

Enquiries

• Contact: Ntobeko Mweli
• Role: Procurement Specialist
• Email: [email protected]
• Telephone: 012 428 6691

Restriction: bidders must not approach any other SABS personnel about this RFQ; doing so, or any canvassing, results in disqualification.

Submission

• Method: email
• Submission email: [email protected]

SABS head office

1 Dr Lategan Road

Groenkloof

Pretoria, 0001

Submission method: email only.

Submission email: [email protected]

Closing: 21 October 2026 at 11:00. Late submissions are not accepted; the bidder is responsible for ensuring the quotation reaches SABS on time.

Submissions sent as a link or via WeTransfer are not accepted.

The quotation must be on the bidder's company letterhead.

Returnable documents (all must accompany the quotation):

• National Treasury Central Supplier Database (CSD) registration report.
• Valid B-BBEE certificate or sworn affidavit, required to claim specific goals.
• SBD 4 Declaration of Interest: discloses whether any director, shareholder or controlling-interest holder is employed by the state or connected to anyone at SABS; a false disclosure disqualifies the bid.
• SBD 6.1 Preference Points Claim Form (Preferential Procurement Regulations 2022): claims preference points for price and specific goals.

Disqualification risks:

• Quotation received after the closing time.
• Mandatory requirement not met (Services Seta or Department of Higher Education and Training registration).
• Functionality score below the 70% threshold.
• Contacting SABS personnel other than the named Procurement Specialist, or any canvassing.

Evaluation stages

1. Mandatory requirements: the provider must be registered with Services Seta or the Department of Higher Education and Training. Non-compliant bids are disqualified.
2. Functionality: scored on a 1-5 scale (Very Poor 1, Poor 2, Average 3, Good 4, Excellent 5). Minimum qualifying score: 70%.

• Company experience in customer centricity training: 25% weight.
• Facilitator experience in customer centricity training: 25% weight.
• Programme outline or methodology: 30% weight.
• Contactable reference letters: 20% weight.

3. Preference points: 80/20 system under the Preferential Procurement Regulations 2022, applied only to bidders that pass the mandatory requirements and the 70% functionality threshold.

• Price: 80 points.
• Specific goals: 20 points.

Specific goals points

• Black ownership: 100% = 10 points; 75%-99% = 8; 60%-74.99% = 6; 51%-59.99% = 4; 1%-50.99% = 2; 0% = 0.
• Black women ownership: 100% = 6 points; 51%-99% = 4; 1%-50.99% = 2; 0% = 0.
• Ownership by persons living with disabilities: 100% = 4 points; 51%-99% = 2; 0%-50.99% = 0.

Bidders that do not submit proof of the specific goals claimed score 0 for those points.

Scope: appointment of a training service provider to design and deliver Customer Centricity training to 790 SABS employees at all levels, equipping them with the mindset, behaviours and skills to place the customer at the centre of operations and service delivery.

Deliverables

• Customised customer centricity training, designed and delivered.
• Interactive sessions, both virtual and in-person, using practical tools, case studies and group activities.
• Training materials for all participants.
• Post-training evaluation report with recommendations.
• Certificates for participants.

Segmented delivery model

• External customer-facing employees (high engagement roles): 2-day in-person training for 90 delegates.
• Internal customer-facing employees (support and cross-functional roles): 4-hour virtual training via Microsoft Teams for 700 delegates.

Delivery is segmented by employee group.

• External customer-facing employees (high engagement roles): 2-day in-person training for 90 delegates, with advanced interactive content to build practical service excellence skills.
• Internal customer-facing employees (support and cross-functional roles): 4-hour virtual training via Microsoft Teams for 700 delegates, covering essential customer centricity principles with minimal time away from the office.

Scope also covers designing and delivering customised training, facilitating interactive sessions with practical tools, case studies and group activities, supplying participant training materials, providing a post-training evaluation report with recommendations, and issuing certificates.

Company experience (25% of functionality): 0 points for no relevant customer centricity training experience, 1 for up to 5 years, 2 for more than 5 up to 6 years, 3 for more than 6 up to 7 years, 4 for more than 7 up to 8 years, 5 for more than 8 years. A company profile detailing years of experience should be provided.

Facilitator experience (25% of functionality): 0 points for no relevant experience, 1 for up to 1 year, 2 for more than 2 up to 3 years, 3 for more than 3 up to 4 years, 4 for more than 4 up to 5 years, 5 for more than 5 years. A detailed CV showing customer centricity facilitation experience must be submitted.

Pricing summary for Customer Centricity training for 790 employees, showing total, VAT and grand total. The quotation must be on the bidder's company letterhead, all inclusive of VAT, include transport cost where applicable and disbursements, and be a fixed price. Where foreign currencies are involved, the bidder must provide for forward cover.

Pricing format

• Pricing summary for Customer Centricity training for 790 employees, showing total, VAT and grand total.
• Quotation must be on the bidder's company letterhead.
• Quotation must be all inclusive of VAT, include transport cost where applicable and disbursements, and be a fixed price.
• Where foreign currencies are involved, the bidder must make provision for forward cover.

Payment

• No upfront or advance payment; payment is made only against delivery of the service as agreed between SABS and the successful bidder.

Other

• No bid security or performance guarantee is specified.
• The bidder carries all costs of preparing and submitting the quotation.
• SABS will not be bound by any contractual terms contained in the bidder's quotation.

Mandatory eligibility

• Registered with Services Seta or with the Department of Higher Education and Training. Bids that do not meet this are disqualified.

Returnable compliance documents

• National Treasury Central Supplier Database (CSD) registration report.
• Valid B-BBEE certificate or sworn affidavit, required to claim specific goals points.
• SBD 4 Declaration of Interest: discloses state employment or relationships of directors, shareholders or controlling-interest holders; a false declaration disqualifies the bid.
• SBD 6.1 Preference Points Claim Form under the Preferential Procurement Regulations 2022.

No CIDB grading is required for this appointment.

SABS makes no upfront or advance payment; payment follows delivery of the service as agreed with the successful bidder. Bidders carry all costs of preparing and submitting their quotation, including costs incurred before both parties sign an agreement. SABS will not be bound by any legal or contractual terms included in a bidder's quotation.

Mandatory: the provider must be registered with Services Seta or with the Department of Higher Education and Training. Bidders that do not meet the mandatory requirements are disqualified and are not evaluated on functionality.

Functionality is scored on a 1-5 scale (Very Poor 1, Poor 2, Average 3, Good 4, Excellent 5).

• Company experience: 25% weight; 0 for none, 1 for up to 5 years, 2 for more than 5 up to 6 years, 3 for more than 6 up to 7 years, 4 for more than 7 up to 8 years, 5 for more than 8 years.
• Facilitator experience: 25% weight; 0 for none, 1 for up to 1 year, 2 for more than 2 up to 3 years, 3 for more than 3 up to 4 years, 4 for more than 4 up to 5 years, 5 for more than 5 years.
• Programme outline or methodology: 30% weight; 0 for none, 0 for inadequate, 5 for fully meeting requirements.
• References: 20% weight; 0 for none, 1 to 5 points for 1 to 5 or more contactable reference letters.

Minimum threshold: 70%.