Saa global call centre services RFP: 24/7 multilingual omni-channel support for reservations, voyager, cargo & crisis management

Bidding procedure enquiries and technical enquiries may be directed to the designated contact persons. Contact details (telephone, facsimile, email) are provided in the bid document but are not explicitly listed here.

Bids must be delivered by the stipulated closing date and time to the bid box at the specified street address. Late submissions will not be accepted. All bids must be submitted on the official forms provided (do not re-type) or in the manner prescribed in the bid document. The successful bidder will be required to complete and sign a written contract form (SBD7).

Bidders must comply with tax obligations and submit a Tax Compliance Status (TCS) PIN issued by SARS or a printed TCS certificate. Applications for TCS PIN can be made via e-filing on the SARS website (www.sars.gov.za). For consortia, joint ventures, or sub-contractors, each party must submit a separate TCS certificate, PIN, or CSD number. If no TCS PIN is available but the bidder is registered on the Central Supplier Database (CSD), a CSD number must be provided. Bidders must also submit a B-BBEE Status Level Verification Certificate or a sworn affidavit (for EMEs and QSEs) to qualify for preference points. Foreign suppliers must complete a questionnaire if applicable. No bids will be considered from persons in the service of the state or entities with directors/members in the service of the state. Proof of authority (e.g., company resolution) must be submitted with the bid.

Any natural or juristic person may submit a bid. The process adheres to principles of transparency, accountability, impartiality, and ethics as per the Constitution of the Republic of South Africa, 1996. Bidders must complete the required disclosure form.

Bidder must certify the following in writing:

• The bid was prepared independently, without consultation, communication, agreement, or arrangement with any competitor.
• No discussions, agreements, or arrangements with competitors regarding quality, quantity, specifications, prices, pricing methods, market allocation, bid submission decisions, or delivery conditions.
• Bid terms will not be disclosed to any competitor before official bid opening or contract award.
• No discussions, agreements, or arrangements with procuring institution officials during the bidding process, except for clarification requests. Bidder was not involved in drafting specifications or terms of reference.
• Suspicious bids may be reported to the Competition Commission for investigation, penalties, or criminal referral. Bidders may be restricted from state business for up to 10 years under the Prevention and Combating of Corrupt Activities Act, 2004.

Bidder must certify:

• They have read and understood the disclosure form.
• The bid will be disqualified if the disclosure is found to be false.

Disqualification risks:

• Bidders listed in the Register for Tender Defaulters or the List of Restricted Suppliers are automatically disqualified.
• Failure to disclose all CSD-registered active companies linked to directors will lead to disqualification.
• False or incomplete declarations in the bidder’s disclosure form will result in bid disqualification.

Bidder must acknowledge that suspicious bids may be reported to the Competition Commission for investigation, penalties, or criminal referral. Bidders may be restricted from conducting business with the state for up to 10 years under the Prevention and Combating of Corrupt Activities Act, 2004, or other applicable legislation.

Bidders listed in the Register for Tender Defaulters or the List of Restricted Suppliers are automatically disqualified from the bid process.

Submission requirements:

• Complete the SAA SBD 6.1 Preference Points Claim Form as part of your bid.
• If subcontracting any portion of the contract:
• Indicate the percentage of the contract to be subcontracted.
• Provide the name(s) of the subcontractor(s).
• Provide the B-BBEE status level(s) of the subcontractor(s).
• Specify whether the subcontractor(s) is/are an EME or QSE.
• Confirm if subcontracting with a designated group (e.g., EME/QSE owned by black people, youth, women, people with disabilities, or military veterans).
• Sign and date the bid declaration, certifying the accuracy of the information provided.
• Failure to submit proof of B-BBEE status level with the bid will result in no preference points being awarded for B-BBEE.
• Fraudulent claims or non-compliance may lead to disqualification, cost recovery, contract cancellation, or criminal prosecution.

Bids must be signed and dated by the authorized representative(s) of the bidding company/firm.

The rand value of a contract is the total estimated value, including all applicable taxes, calculated at the time of bid invitation.

Pricing must include:

• All applicable taxes.
• All unconditional discounts must be deducted from the total cost.
• Total estimated contract value (rand value) must include all applicable taxes.

Compliance requirements:

• Submit proof of B-BBEE Status Level of Contributor with the bid (e.g., B-BBEE certificate, sworn affidavit, or other prescribed documentation).
• Failure to submit proof will result in no B-BBEE preference points being awarded.
• B-BBEE status level must align with the Preferential Procurement Regulations, 2017.
• Bidders must certify the accuracy of their B-BBEE claims and acknowledge potential penalties for fraudulent claims, including disqualification, cost recovery, contract cancellation, or criminal prosecution.
• Subcontractors must also comply with B-BBEE requirements, and their status must be disclosed.
• Designated groups (e.g., EMEs/QSEs owned by black people, youth, women, people with disabilities, or military veterans) may qualify for additional preference points.

Bidders must declare their B-BBEE Status Level of Contributor and claim points in accordance with the provided table. Claims must be substantiated with valid proof.

Fraudulent B-BBEE claims or non-compliance may result in:

• Disqualification from the bidding process.
• Recovery of costs, losses, or damages.
• Contract cancellation and damages claims.
• Restriction from obtaining business from any organ of state for up to 10 years.
• Criminal prosecution.

Functionality refers to the ability of a tenderer to provide goods or services in accordance with the tender specifications.

TCO points are calculated using the formula: Ps = 80 or 90

• (1 - (Pt - Pmin) / Pmin), where:
• Ps = Points scored for the bid.
• Pt = Price of the bid under consideration.
• Pmin = Price of the lowest acceptable bid.

• SAA seeks a Business Process Outsourcing (BPO) partner to operate a modern, digitally integrated Global Contact Centre.
• The partner will provide resources, management, furnished facilities, and IT infrastructure to support SAA's hybrid contact centre model.
• The objective is to streamline operations, enhance efficiency, reduce costs, and ensure high-quality service aligned with airline brand values and regulatory standards.

• Closing Date for Questions: 10 July 2026 at 16:00 (GMT+2).
• Compulsory Briefing: 13 July 2026 at 12:30 (GMT+2), held online via Microsoft Teams.
• Bid Closing Date and Time: 20 July 2026 at 17:00 (GMT+2).
• Proposal Validity Period: 180 days from submission.

• For all enquiries and bid communication: Rubina Data.
• Email: [email protected].
• Submission email for bids: [email protected].
• Physical address for correspondence: South African Airways (SOC) Limited, Global Supply Management, OR Tambo International Airport.

• Submit your bid electronically to [email protected].
• Ensure your email attachments do not exceed 2MB total; split or provide a downloadable link for larger files.
• The closing date and time is 20 July 2026 at 17:00 (GMT+2). Late submissions will not be considered.
• All bids must be submitted in English.
• You must complete and return the Information Schedule via email to [email protected] to receive all bid communications.
• Bidders must indicate compliance or non-compliance on a paragraph-by-paragraph basis using YES, NO, or NOTED boxes. Clearly state any deviations.
• Failure to provide required information or respond to requests for additional information within 5 working days may lead to disqualification.
• Keep a copy of your bid for future reference.
• All communication regarding this bid must be directed to Rubina Data at [email protected]. Contacting other SAA personnel may lead to disqualification.

• Scope: Provide a 24/7, 365-day, multi-skilled Omni Channel Global Contact Centre supporting SAA's operations.
• Languages: Services must be provided in English, German, Portuguese, and French.
• Key functional areas include:
• Reservations (inbound/outbound sales, bookings, changes, fare quotes, ticketing).
• Voyager Loyalty Programme support (member services, accruals, redemptions, tier management).
• Trade Support for commercial partners and travel agents.
• Dedicated services for Government, SMME/Corporate, Cargo Reservations, and Crisis Management (TEC).
• Back-office functions for finance (refunds, reconciliation), baggage services, and customer engagement.
• E-commerce, webchat, chatbot, and messaging sales support.
• IT Hardware: Must supply configured laptops/desktops with minimum specs: Intel i7/i9 or AMD Ryzen 7/9, 16GB RAM, 512GB storage, Windows 11 Enterprise, and a 24-inch dual-screen setup per user.
• Training: Mandatory functional, regulatory, and soft skills training for all contact centre staff. A hybrid onsite/virtual training model is required.
• SAA will provide the core Omni Channel Contact Centre software, telephony, IVR, and certain training.

• For Crisis Management (TEC): Provide and comply with TEC policy, procedures, training, IT support, equipment, and security.
• Provide an Employee Wellbeing Programme with psychological support.
• Manage and support customer baggage enquiries and update World Tracer files after hours.

• Bidders must fully comply (100%) with Mandatory and Essential Statements of Compliance.
• Compliance is indicated by selecting 'Yes/No' or 'Comply/Do not comply'.
• Evidence of compliance must be provided during site inspection.
• Failure to complete these documents fully leads to disqualification.

• Bidders must provide a fully itemised pricing schedule as per Annexure A.
• Required cost categories: Operation Cost, IT Infrastructure, Furniture and Equipment, Facilities and Support Cost, Human Resources (including employee wellbeing programmes), Service Delivery and Performance, Implementation once-off cost, Miscellaneous (stationery and consumables).
• Failure to provide a fully priced schedule will lead to disqualification.

• Final payment terms will be negotiated with the successful bidder before contract award.
• SAA will pay the fee as per the final contract. No additional amounts will be payable.
• Invoices must comply with Section 20 of the VAT Act. Payment is normally made 30 days after receipt of a valid invoice into the bidder's bank account.
• The successful bidder is responsible for all taxes (Income Tax, VAT).
• Bidders must submit a fully itemised pricing schedule covering:
• Operation Cost, IT Infrastructure, Furniture & Equipment, Facilities & Support Cost.
• Human Resources (including employee wellbeing programmes), Service Delivery & Performance.
• Implementation once-off costs, and miscellaneous items like stationery.

• Bidders must adhere to SAA's procurement philosophy which prioritises the PFMA, PPPFA, and Broad-Based Black Economic Empowerment (BBBEE).
• SAA promotes businesses that are Exempted Micro Enterprises or Qualifying Small Enterprises with 51% or more Black ownership.
• Domestic supplier development and local content are encouraged.
• General compliance: Bidders must operate with ethical and moral values as per SAA's Business Ethics.
• Specific mandatory compliance documents include CSD registration details (Part 5), Declaration Certificate for Local Production and Content (Part 9), and Consent to Processing of Personal Information (Part 10).
• Bidders must have comprehensive insurance cover of at least R35 million as specified.
• Intellectual property rights for all materials produced during the service vest in SAA.

• The bidder must provide an Employee Wellbeing Programme including psychological support, nourishment, transportation, and return-to-work plans.
• This is particularly required for Crisis Management (TEC) activation during major incidents.
• General safety and people development are stated as core SAA values.

• Contract Period: Five (5) years.
• The bid document does not constitute a contract. Acceptance only indicates willingness to enter negotiations.
• The agreement will be non-exclusive; SAA reserves the right to use other service providers.
• SAA reserves rights to: cancel the bid, not accept any bids, accept bids for negotiation, contact bidders for clarification, appoint one or more bidders nationally or regionally, and cancel awards if routes close.
• Intellectual Property: All IP, materials, and deliverables produced during the contract vest in SAA and must be kept confidential.
• Negotiations may occur on terms, conditions, prices, and BEE before or after award. Failure to agree within 21 days may lead to cancellation.
• The successful bidder must hand over all documentation and materials on termination without right of retention.
• Amendments to any contract must be in writing and signed by both parties.

• The evaluation methodology is a five-step sequential process: Administrative Responsiveness, Substantive Responsiveness, Price & Specific Goals (90/10), Site Inspection, and Post-tender negotiations.
• Steps may be conducted in parallel; evaluation at a later stage does not guarantee passing previous stages.
• Critical mandatory criteria are pass/fail. Failure on any leads to disqualification.
• Specific Goals (B-BBEE, etc.) account for 10% of the evaluation score after the mandatory stages.