Provision of contact centre services with technology and capacity for the unemployment insurance fund (uif)

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A virtual briefing and clarification session will be held on 15 September 2026 at 10:00 via Microsoft Teams. Meeting ID: 393 127 063 425 541, Passcode: hH7hk3GQ, link: https://teams.microsoft.com/meet/393127063425541?p=qzK4PMhOxdL51syvQH. Attendance is optional but highly recommended.

{"name":null,"email":"[email protected]","phone":"27063425541","department":"of Labour and Employment (DEL) website up to three (3) working","address":"ISSUED : 08 September 2026"}

Returnable Documents: taxes statements are available in the name of the bidder, a copy of a valid lease

Bidders must submit one original and two copies of the proposal. Each page must be numbered and initialled. The proposal must be compiled according to Table 2 format. Required documents include: SBD 1, SBD 3.3 pricing schedule, SBD 4 declaration of interest, SBD 6.1 preference points claim, CSD registration proof, tax compliance PIN, B-BBEE certificate or affidavit, CIPC certificate, IDs of directors, company profile, CSD report, tax pin certificate, joint venture agreements if applicable, financial information, and technical response to functionality criteria.

No eligibility criteria specified

The Unemployment Insurance Fund (UIF) is a schedule 3A public entity in terms of

the Public Finance Management Act (PFMA), Act . The supreme mandate

of the Unemployment Insurance Fund (UIF) is derived from section 27(1) (c) of the

Constitution of the Republic of South Africa. The Unemployment Insurance Fund

provides social security to its contributors in line with section 27(1) (c) which states

that “everyone has the right to social security”.

The mandate of the Unemployment Insurance Fund is stated in the Unemployment

Insurance Act, No (as amended). The Unemployment Insurance Fund was

established in terms of section 4(1) of the Unemployment Insurance Act. The Act

empowers the Unemployment Insurance Fund to register all employers and

employees in South Africa and pay those who qualify for unemployment insurance

benefits.

2. Purpose of this request for proposals (RFP)

The purpose of this Request for Proposal (RFP) is to solicit proposals from potential

bidders to provide for a service of rendering a Contact Centre Solution Services to the

Unemployment Insurance Fund for a period of thirty-six (36) months.

The successful bidder must furthermore ensure that, the Fund client experience is at

an acceptable service level agreement which will be discussed in detail on contracting.

Service Level Agreement (SLA) objectives will be contact centre measurements

regarding all touch points which includes, minimum call planned for, Answer Rates,

Abandonment rates, First Call Resolution, Client Relationship Management System,

Telephony Integration to CRM, Reporting, Email resolution, Outbound capability,

Online Self Assist, SMS and other metrics, all aligned to Contact Centre industry

Standards. Also take note of the following requirements of the Fund when submitting

their proposals.

2.1. Facilities - Rental/Ownership of own premises and Payment of property as

well as utilities

2.2. Technology - Hardware and Software

2.3. Human Capital – Recruitment, Remuneration and Management of Staff

3. Legislative framework of the bid

3.1 Tax Legislation

In terms of National Treasury Instruction No. /18, no tender may be awarded

to any bidder whose Tax matters have not been declared by the South African

Revenue Services (SARS) to be in order. Therefore, bidders must provide the Fund

with the tax compliance PIN or the MAAA number obtainable when registering on the

CSD. This is required in order for the Fund to verify the tax status of a bidder as part

of the tender proposal. The bidder must also ensure that all sub-contractors (if

applicable) are tax compliant.

It must be noted that bidders must not only be compliant when submitting a proposal

to the Unemployment Insurance Fund but must remain compliant for the entire

contract term with all applicable tax legislation, including but not limited to the Income

Tax Act, 1962 (Act No. ) and Value Added Tax Act, 1991 (Act No. ).

3.2 Unemployment Insurance Act (UIA), (as amended)

The mandate of the Unemployment Insurance Fund is stated in the UIA. The UIF was

established in terms of section 4(1) of the UIA No (as amended). The Act

empowers the UIF to register all employers and employees in South Africa and pay

those who qualify for unemployment insurance benefits.

3.3 Procurement Legislation

The Unemployment Insurance Fund has a detailed evaluation methodology premised

on Treasury Regulation 16A3 promulgated under Section 76 of the Public Finance

Management Act, 1999 (Act, No. ), the Preferential Procurement Policy

Framework Act 2000 (Act, No.), and the Broad-Based Black Economic

Empowerment Act, 2003 (Act, No. ), and the Unemployment Insurance

Fund Act and the State Information Technology Agency Act, 1998 (Act No. ), as amended.

3.4 Technical Legislation and/or Standards

Bidder(s) should be cognisant of the legislation and/or standards specifically

applicable to the required services.

4. Briefing session

A virtual briefing- and clarification session will be held 15 September 2026 at 10:00

via the Microsoft Teams platform to clarify to bidder(s) the scope and extent of work

to be executed by the bidder. Attendance is optional but highly recommended.

Bidders who wish to attend the session should use the following Meeting ID: 393 127

063 425 541 Passcode: hH7hk3GQ and a link to the virtual session is

https://teams.microsoft.com/meet/393127063425541?p=qzK4PMhOxdL51syvQH

5. Clarification queries

Bidders may raise any clarification queries and forward these via email to

[email protected]. The final date and time for receipt of clarification

queries is 22 September 2026, at 15:00.

The UIF undertakes to respond to all queries duly received by 24 September 2026 at

17h00. All clarification queries received, and responses provided will be uploaded on

the National Treasury E-Tender Portal, the Government Tender Bulletin (if available)

and the Department of Labour and Employment (DEL) website up to three (3) working

days before the closing of the bid, unless there is a compulsory tender briefing session.

6. Timeline of the bid process

The period of validity of the tender and the withdrawal of offers, after the closing date

and time is one hundred and twenty (120) calendar days commencing from the tender

closing date. Should it under exceptional circumstances be necessary to extend the

validity period, bidders will be requested well in advance to agree to such extension.

Non-responsiveness by bidders, to the Fund’s request for extension of validity

periods, will be interpreted as acceptance by the bidder of the terms of the

extension.

The project timeframes of this bid are set out below:

Table 1

Activity Due Date

Advertisement of bid on National Treasury’s E-tender portal, 08 September 2026

the Government Tender Bulletin (if available) and the DEL

website:

Briefing session: 15 September 2026

Closing date for questions from prospective bidders relating 22 September 2026

the Bid:

Bid/Tender closing date: 30 September 2026

Prospective bidders must also take note of the following:

6.1 All dates and times in this bid document are South African standard times.

6.2 Any time or date in this bid is subject to change at the Unemployment Insurance

Fund’s discretion.

6.3 The establishment of a time or date in this bid does not create an obligation on the

part of the Unemployment Insurance Fund to take any action or create any right in

any way for any bidder to demand that any action is taken on the date established.

6.4 The bidder accepts that, if the Unemployment Insurance Fund extends the deadline

for the submission of bids (the Closing Date) for any reason, the requirements of this

bid will apply equally to the extended deadline.

7. Contact and communication

7.1 Bidder(s) can make enquiries in writing: e-mail [email protected]

regarding this bid, before the closure of the bid.

7.2 The delegated office of the Unemployment Insurance Fund may communicate with

bidders where clarity is sought regarding the bidding process or the specifications as

set out in this document, provided that such communication takes place prior to the

closing date of the bid.

7.3 Bidders must note that communication with an official or a person acting in an

advisory capacity for the Unemployment Insurance Fund in respect of the bid is

discouraged between the closing date and the award of the bid.

7.4 Communication during this stage of the bid process can only take place between

officials from the Fund and bidders in writing.

7.5 Whilst all due care has been taken in connection with the preparation of this bid, the

Fund makes no representations or warranties that the content of the bid or any

information communicated to or provided to Bidder(s) during the bidding process is,

or will be, accurate, current or complete. The Unemployment Insurance Fund, and

its employees and advisors will not be liable with respect to any information

communicated that may not be accurate, current or complete.

7.6 If bidders find or reasonably believe they have found any discrepancy, ambiguity,

error or inconsistency in this bid or any other information provided by the

Unemployment Insurance Fund (other than minor clerical/administrative matters),

such bidders must promptly notify the Fund in writing of such discrepancy, ambiguity,

error or inconsistency in order to afford the Fund an opportunity to consider what

corrective action is necessary (if any).

7.7 Any actual discrepancy, ambiguity, error or inconsistency in the bid or any other

information provided by the Unemployment Insurance Fund will, if possible, be

corrected and provided to all bidders without attribution to the bidders who provided

the written notice.

7.8 All persons (including bidders obtaining or receiving the bid and any other information

in connection with the bid or the tendering process) must keep the contents of the

bid and other such information confidential and not disclose or use the information

except as required for the purpose of developing a tender proposal in response to

this bid.

8. Late bids

Bids received after the closing date and time, at the address indicated in the bid

document, will not be accepted for consideration and where practical, be returned

unopened to the bidder(s). In terms of the Fund’s policies, the closing time for all

tenders is 11h00. Telkom’s 1026 number is used to determine the accuracy of the

closing time.

9. Counter conditions

Bidders’ attention is drawn to the fact that amendments to any of the bid conditions or

setting of counter conditions by Bidders or qualifying any bid conditions may result in

the invalidation of such bids.

10. Fronting

10.1 Government supports the spirit of broad based black economic empowerment and

recognizes that real empowerment can only be achieved through individuals and

businesses conducting themselves in accordance with the Constitution and in an

honest, fair, equitable, transparent and legally compliant manner. Against this

background, the Government condemn any form of fronting.

10.2 Should any of the fronting indicators as contained in the Guidelines on Complex

Structures and Transactions and Fronting, issued by the Department of Trade and

Industry, be established the onus would be on the bidder/contractor to prove that

fronting does not exist. Failure to do so within a period of fourteen (14) working days

from the date of notification may invalidate the bid/contract and may also result in the

restriction of the bidder/contractor to conduct business with the public sector for a

period not exceeding ten (10) years. This is in addition to any other remedies the

Unemployment Insurance Fund may have against the bidder/contractor concerned.

11. Supplier due diligence

The Unemployment Insurance Fund reserves the right to conduct supplier due

diligence prior to the final award or at any time during the contracting period to

determine whether a bidder has the capability and ability to execute the contract. In

this regard, the Fund may choose to conduct site visits and/or perform risk profile

analysis and/or undertake financial viability exercises. Contractual arrangement may

include the results of the due diligence audit.

12. Submission of proposals

Bidders must take note of the following regarding the submission of proposals/bids:

12.1 Bid documents must be sealed and placed in the tender box at the aforesaid

address on or prior to the closing date and time of the bid as indicated in this

document. The responsibility to submit proposals before the bid closure date and

time rests with the bidder. Bidders are therefore encouraged to ensure the method

of delivery that they use for their respective bids will result in a timeous proposal

submission in the UIF tender box.

12.2 Bid documents will only be considered if received by the Unemployment Insurance

Fund and placed in the tender box prior to the closing date and time.

12.3 Bidders must complete and sign the bid register when placing a bid in the tender box.

12.4 The bidder(s) are required to submit only one (1) original sealed proposal per

company with two (2) exact copies of the original proposal by the closing date. Each

file must clearly indicate whether it is the original or a copy and sealed separately

for ease of reference during the evaluation process. The bidders must ensure that

original proposals are complete and that copies are exact replicas of the

original.

12.5 Files must clearly indicate the bidder’s company name and details on each file cover.

12.6 All bids must be completed in non-erasable ink. Bidders are requested to initial

each page of the tender document on the bottom right-hand corner. All mistakes

made within the bid proposal should also be initialled. In addition, all pages in

the bid submission tender document should be numbered.

12.7 For ease of reference during the evaluation process, it is of utmost importance

that bidders compile their proposals in the format as specified in Table 2

below:

Table 2

File Content

Section 1:

Documents listed in Table 4, except for the pricing and specific goal

documentation listed in Section 2 below.

Section 2:

• 3.3 form – Pricing Schedule (Annexure D)
• An original or valid B-BBEE Certificate or a certified copy thereof issued

by a verification agency accredited by SANAS or an affidavit if applicable

whichever is applicable to the bidder. Also refer to Table 6 below for

more detail.

• A current valid CIPC certificate together with copies of the IDs of the

directors who hold ownership.

Section 3:

• Company Profile
• CIPC certificate
• Directors ID’s
• CSD registration report
• Tax pin certificate
• Supplementary information such as Joint Venture Agreement(s) (if

applicable); Sub-contracting Agreement(s) (if applicable); etc.

Section 4:

Financial information as listed in paragraph 15.5

Section 5:

• Technical mandatory bid requirements are listed under PART B -

Specification and Scope of Work. Response to functionality criteria as

indicated in Annexures A and B

Section 6:

All other documents

13. Duration of the contract

The successful bidder will be appointed for a maximum period of thirty-six (36) months.

14. Vetting of service providers

The successful bidder(s) will be security screened (vetted) prior to the commencement

of the contract. Therefore, bidders must include copies of the Identity Documents (ID)

of the persons who own, manage and control the company.

Bidders will be vetted in line with the Department of Employment and Labour (DEL) /

UIF policies.

15. Evaluation and selection criteria

15.1 Minimum standards

The Fund has set minimum standards (Phases) that a bidder needs to meet to be

evaluated and selected as a successful bidder. The minimum standards consist of the

following:

Table 3

Phase 1 Phase 2 Phase 3

Primary review of mandatory Price and Specific

Technical Compliance

and other bid requirements Goals

Bidders must submit the documents Bidder(s) are required to achieve Bidder(s) will be evaluated

as outlined in paragraph -15.2 a minimum of 70 points out of in terms of paragraph 15.4

(Table 4) below. Only bidders that 100 points for the technical of this bid document for

comply with these requirements will evaluation criteria to proceed to price and applicable

be evaluated in Phase 2. Phase 3 (Price and Specific specific goals.

Goals).

15.2 Phase 1 – primary review of mandatory and other bid documents

Without limiting the generality of the Fund’s other critical requirements for this Bid,

bidder(s) must submit the documents listed in Table 4 below.

All documents must be completed and signed by the duly authorised representative

of the prospective bidder(s). During this phase, bidder responses will be reviewed to

establish compliance with the listed administration and mandatory bid requirements.

Table 4

Bidders must submit all documents and information as per the table below. In order to

avoid disqualification, it is imperative that bidders MUST familiarise themselves with

the notes at the bottom of the table.

Documents that Non-submission will result in disqualification

must be submitted

Invitation to Bid – No Complete and sign the supplied pro forma document

SBD 1 (Annexure C)

SBD 3.3 - Pricing *Yes Bidders must Indicate the total tender price (inclusive

Schedule (Annexure of all applicable taxes) for the duration of the contract

D) period on the SBD 3.3 – Pricing Schedule

Declaration of No Complete and sign the supplied pro forma document.

Interest – SBD 4

(Annexure E)

Preference Point No Complete and sign the supplied pro forma document.

Claim Form – SBD Bidders must also indicate the specific goal points

6.1 (Annexure F) claimed under Table 1 of the SBD 6.1 form.

Documents that Non-submission will result in disqualification

must be submitted

Registration on No The bidders must be registered as service providers

Central Supplier on the Central Supplier Database (CSD). Bidders who

Database (CSD) are not registered must proceed to complete the

registration of your company prior to submitting your

proposal.

Visit https://secure.csd.gov.za/ to obtain your vendor

number.

The proof is the registration certificate received from

the CSD indicating the unique vendor number issued.

Tax Compliance **No Bidders must provide a tax compliance status PIN or

Status PIN the MAAA number obtainable when registering on the

CSD in order for the Fund to verify the tax status of all

bidders who submitted proposals.

Important note:

• SBD 3.3 - Pricing Schedule (Annexure D). The total price as per SBD 3.3 (Annexure

D) will be considered by the Fund as the “price” for this tender and will be utilized

in order to calculate points for Price and specific goals and a bidder is expected to

submit only one SBD 3.3 with one total bid price.

Non-submission of a SBD 3.3 or a SBD 3.3 without a total bid price in the bid

proposal, will lead to immediate disqualification.

*Failure by a bidder to be tax compliant at the award stage or have written proof from

SARS to verify their tax compliance status, or the arrangement the bidder has made

with SARS to meet outstanding tax obligations, will lead to disqualification.

Technical mandatory document requirements are listed under

Part b – technical specification and scope of work of this bid

Document and non-submission of these documents will lead to

Immediate disqualification

15.3 Phase 2 - technical/functional compliance

All bidders are required to respond to the technical evaluation criteria scorecard (refer

to Annexure A and B and primary criteria checklist (refer to Table 4).

Only Bidders that have met the Primary Criteria in Phase 1 will be evaluated in Phase

2 for functionality. Functionality will be evaluated in Phase 2 as follows:

Bidders will be evaluated out of 100 points in respect of their expertise in the relevant

field. Any bidder that scores less than 70 points out of 100 on functionality shall not be

considered for Phase 3 of the evaluation process.

Refer to Annexure B for the detailed scoring guideline on the applicable

evaluation criteria that will apply.

15.4 Phase 3 - price and specific goal evaluation (90/10)

Only Bidders that score a minimum 60% threshold in Phase 2 part 2 will be evaluated

in Phase 3 for Price and Specific Goals. Price and Specific Goals will be evaluated

as outlined in the paragraphs below.

It is foreseen that the value of this bid will exceed R50 million. Therefore, in terms of

regulation 4 of the Preferential Procurement Regulations 2022 pertaining to the

Preferential Procurement Policy Framework Act, 2000 (Act ), responsive bids

will be adjudicated on the 90/10-preference point system in terms of which points are

awarded to bidders on the basis of:

Price: 90

Bidders must ensure that a comprehensive and relatively competitive bid price

inclusive of VAT and all other related costs are submitted in terms of the price/rates

proposal. The quoted price must be for the full duration of the contract period.

Bidders MUST also complete the enclosed SBD 3.3 – Pricing schedule

(Annexure D) that forms part of the tender pack provided to all bidders.

Specific Goals: 10

Bidders will score a minimum of 0 (zero) points and a maximum of ten (10) points,

depending on their Specific Goal score.

• The bid price (maximum 90 points)

Specific Goal score (maximum 10 points)

Stage 1 – Price Evaluation (90 Points)

The following formula will be used to calculate the points for price:

Ps= 90(1−Pt−Pmin )

Pmin

Where:

Ps = Points scored for comparative price of bid under consideration

Pt = Comparative price of bid under consideration

Pmin = Comparative price of lowest acceptable bid

However, if it becomes unclear during the bidding process which preference point

system will be applicable, then either the 80/20 or the 90/10 preference point system

will apply, based on the lowest acceptable bid which will determine the applicable

preference point system that will be used.

Stage 2 – Specific Goal Evaluation (10 Points)

Specific Goal Points allocation

A maximum of 10 points may be allocated to a bidder for attaining the required specific

goals in accordance with the table below:

Table 5

Specific goals 10 points The specific Evidence/Proof

allocation based goals applicable requirements

on 90/10 to this tender [Refer to

[Mark with “X” in paragraphs (a) to

the relevant block (d) below Table 5

and ensure that for detailed

the total adds up descriptions]

to 10 points]

1. Black ownership (100%) 5 X (a) & (b)

2. Women ownership (51-100%) 2 X (b)

3. Youth ownership (51-100%) 2 (b)

4. Disability (51-100%) 1 (d)

5. EME/QSE black owned (51 - 3 X (a) & (b)

100%)

6. Township and Rural Development 2 (c)

7. EME/QSE women owned (51- 3 (b)

100%)

8. EME/QSE youth owned (51- 3 (b)

100%)

9. Military Veteran ownership (100%) 3 (e)

10. Co-operatives 5 (b)

Specific goal points will be allocated to bidders on submission of the following

documentation or evidence:

(a) An original valid B-BBEE Certificate or a certified copy thereof issued by a

verification agency accredited by SANAS or a sworn affidavit if applicable

whichever is applicable to the bidder.

(b) A current valid CIPC certificate together with copies of the IDs of the directors

who hold ownership.

(c) Municipal rates and taxes statements not older than three (3) months from the

date of advertisement with physical business address of the bidder, must be

attached to the proposal. In the case of rented facilities where no rates and

taxes statements are available in the name of the bidder, a copy of a valid lease

agreement for the rented facility must be attached as evidence.

Bidders must note that physical site-inspections may be conducted to verify

addresses provided.

(d) A doctor’s letter on a doctor’s letterhead indicating the applicable International

Disability Code 10 (IDC10).

(e) Proof of status as Military Veteran – must be registered on the central database

for military veterans of the Department of Military Veterans.

Table 6

Classification of different enterprises

Classification Turnover

Exempted Micro Enterprise Below R10 million p.a.

(Eme)

Qualifying Small Enterprise Between R10 million and R50 million p.a.

(Qse)

Generic Enterprise (Large Greater than R50 million p.a.

Businesses)

Joint Ventures and Consortiums

A trust, consortium or joint venture, will qualify for points for their specific goal points,

provided that the trust, consortium or joint venture submits the following documents or

evidence.

(a) An original or valid B-BBEE Certificate or a certified copy thereof issued by a

verification agency accredited by SANAS or an affidavit if applicable whichever is

applicable to the bidder.

(b) A current valid CIPC certificate together with copies of the IDs of the directors who

hold ownership.

Non-compliance will lead to a zero score under the relevant specific goal.

Stage 3 (90 + 10 = 100 points)

The Price and specific goal points will be consolidated.

15.5 Financial analysis

A Financial Analysis will be conducted on the qualifying bidder(s) after the completion

of Pricing and specific goal evaluation.

As a minimum requirement, the bidder must submit confirmation of its financial

soundness. This could be done through one of the following options:

(i) audited financial statements signed by the relevant parties; or

(ii) through a letter signed by the CEO/ CFO indicating the financial position.

The information provided must cover the last full financial year.

In the case of an unincorporated Joint Venture (JV), the separate audited annual

financial statements of the last full financial year of all the entities forming part of the

JV should be submitted. A copy of the JV legal agreement detailing the percentage

ownership of each entity should also be included in the submission. Incorporated JVs

must submit financial statements in the name of the incorporated JV entity.

Note should be taken that the successful bidder(s) might be required to submit audited

financial statements during the contract period should the Fund deem it necessary to

mitigate any risks that may arise during this period.

16. General conditions of contract

Any award made to a bidder(s) under this bid is conditional, amongst others, upon:

16.1 The bidder(s) accepting the terms and conditions contained in the General

Conditions of Contract (refer to Annexure G) as the minimum terms and conditions

upon which the Fund is prepared to enter into a contract with the successful

bidder(s); and

16.2 By submitting a proposal, a bidder accepts the conditions as contained in the General

Conditions of Contract (Annexure G).

17. Contract price adjustment/annual escalation

Annual escalations should be CPI related as published by Stats SA and other

legislative taxes.

18. Service level agreement / contract

18.1 Upon award of the tender, the Fund and the successful bidder(s) will conclude a

contract / service level agreement regulating the specific terms and conditions

applicable to the goods and/or services being procured by the Fund.

18.2 The bid specifications of this bid will form an integral part of the contract / service

level agreement tender document and therefore bidders must clearly indicate in their

proposals whether the specific goods and/or services offered are according to

specification or not.

19. Special conditions of this bid

The Fund reserves the right:

19.1 not to award or to cancel this tender (i) should there be no longer a need for the

goods/services; (ii) funds are no longer available to cover the total envisaged

expenditure; (iii) no acceptable bid is received; and (iv) there is a material irregularity

in the tender process.

19.2 to negotiate a market-related price with a bidder in accordance with the provisions of

the UIF’s SCM Policy provisions.

19.3 to accept part of a tender rather than the whole tender.

19.4 to carry out site inspections, product evaluations or explanatory meetings in order to

verify the nature and quality of the services offered by the bidder(s), whether before

or after adjudication of the Bid.

19.5 to correct any mistakes at any stage of the tender that may have been in the Bid

documents or occurred at any stage of the tender process;

19.6 to conduct Financial Analysis only on the recommended bidder(s) after completion of

the pricing and specific goal evaluation stage. In this regard bidders are referred to

paragraph 15.5 of this bid which outlines the financial documentation required from

bidders.

19.7 not to award the tender to the bidder whose financial matters are not in order.

19.8 award to multiple bidders to spread the risk.

20. The fund requires bidder(s) to declare

In the Bidder’s Technical response, bidder(s) are required to declare the following:

Confirm that the bidder(s) is to –

20.1 act honestly, fairly, and with due skill, care and diligence, in the interests of the Fund;

20.2 have and employ effectively the resources, procedures and appropriate

technological systems and equipment for the proper performance of the services;

20.3 act with circumspection and treat the Fund fairly in a situation of conflicting interests;

20.4 comply with all applicable statutory or common law requirements applicable to the

conduct of business;

20.5 make adequate disclosures of relevant material information including disclosures of

actual or potential own interests, in relation to dealings with the Fund;

20.6 avoidance of fraudulent and misleading advertising, canvassing and marketing;

20.7 conduct their business activities with transparency and consistently uphold the

interests and needs of the Fund as a client before any other consideration; and

20.8 to ensure that any information acquired by the bidder(s) from the Fund will not be

used or disclosed unless the written consent of the client has been obtained to do

so.

21. Conflict of interest, corruption and fraud

The Fund reserves its right to disqualify any bidder who either itself or any of whose

members (save for such members who hold a minority interest in the bidder through shares

listed on any recognised stock exchange), indirect members (being any person or entity who

indirectly holds at least a 15% interest in the bidder other than in the context of shares listed

on a recognised stock exchange), directors or members of senior management, whether in

respect of the Unemployment Insurance Fund or any other government organ or entity and

whether from the Republic of South Africa or otherwise ("Government Entity") -

21.1 engages in any collusive tendering, anti-competitive conduct, or any other similar

conduct, including but not limited to any collusion with any other bidder in respect of

the subject matter of this bid;

21.2 seeks any assistance, other than assistance officially provided by a Government

Entity, from any employee, advisor or other representative of a Government Entity in

order to obtain any unlawful advantage in relation to procurement or services

provided or to be provided to a Government Entity;

21.3 makes or offers any gift, gratuity, anything of value or other inducement, whether

lawful or unlawful, to any of the Fund’s officers, directors, employees, advisors or

other representatives;

21.4 makes or offers any gift, gratuity, anything of any value or other inducement, to any

Government Entity's officers, directors, employees, advisors or other representatives

in order to obtain any unlawful advantage in relation to procurement or services

provided or to be provided to a Government Entity;

21.5 accepts anything of value or an inducement that would or may provide financial gain,

advantage or benefit in relation to procurement or services provided or to be provided

to a Government Entity;

21.6 pays or agrees to pay to any person any fee, commission, percentage, brokerage

fee, gift or any other consideration, that is contingent upon or results from, the award

of any tender, contract, right or entitlement which is in any way related to

procurement or the rendering of any services to a Government Entity;

21.7 has in the past engaged in any matter referred to above; or

21.8 has been found guilty in a court of law on charges of fraud and/or forgery, regardless

of whether or not a prison term was imposed and despite such bidder, member or

director’s name not specifically appearing on the List of Tender Defaulters kept at

National Treasury.

Furthermore, a tenderer may be considered to have a conflict of interest with one or more

parties in this tendering process, if:

(a) they have a controlling partner/majority shareholder in common; or

(b) they have a relationship with each other, directly or through common third parties, that

puts them in a position to have access to information about or influence on the

tender/proposal of another tenderer, or influence the decisions of the UIF regarding

this bidding process.

A Tenderer must not have a conflict of interest. All Tenderers found to have a

conflict of interest shall be disqualified.

22. Misrepresentation during the lifecycle of the contract

22.1 The bidder should note that the terms of this bid will be incorporated in the proposed

contract with the successful bidder by reference, and that the Fund relies upon the

bidder’s response to this bid as a material representation in making an award to a

successful bidder and in concluding an agreement with the bidder.

22.2 It follows therefore, that misrepresentations in a bid response / proposal may give

rise to service termination and a claim by the Fund against the bidder notwithstanding

the conclusion of the Service Level Agreement between the Fund and the bidder for

the provision of the service in question. In the event of a conflict between the bidder’s

proposal and the Service Level Agreement concluded between the parties, the

Service Level Agreement will prevail.

23. Preparation costs

The bidder will bear all its costs in preparing, submitting and presenting any response

or proposal to this bid and all other costs incurred by the bidder throughout the bid

process. Furthermore, no statement in this bid will be construed as placing the Fund,

its employees or agents under any obligation whatsoever, including in respect of costs,

expenses or losses incurred by the bidder in the preparation of their response to this

bid.

Since 2020, our contact centre operations have been outsourced. During this period,

we stabilised our core business processes and no longer require the additional support

once linked to COVID19TERS benefits. At the time volumes exceeded the daily norm

of 200 calls to 20 000 calls a day, we could not cater for additional staff at short notice,

and our technology was limited to sustain a 50 0000-interactions contact centre. As

the organisation has matured, it has become necessary to insource our contact centre

to strengthen POPIA compliance, improve First Call Resolution (FCR), and embed

Batho Pele principles more consistently across client interactions. The contact centre

remains a critical component of the client experience, enabling clients to access

assistance and follow up on claims or payments through a toll-free service rather than

physically visiting Labour Centres. With automated payments on the cards to go live in

this financial year and Labour Centres better resourced post-COVID, the environment

is ready for a transition back to internal operations.

While operations will be insourced, our technology infrastructure remains

inadequate for modern contact centre requirements such as advanced telephony, VoIP

(voice over internet protocol), Omni-channel CRM integration, cloud capability, and

server capacity. Given the seasonal nature of our call volumes, we also require flexible,

scalable solutions to manage spikes in demand for capacity or human resources. For

these reasons, we will continue to outsource all technology components—including

telephony, CRM, Omni-channel platforms, workforce management, and QA systems—

to ensure access to industry-leading tools, high availability, and rapid scalability for

people and technology. This hybrid model strengthens operational control while

leveraging specialised external expertise for technology enablement.

The structure of the contract will be a 3-year period. The first 12 months depending

on our relocation to WF Nkomo will allow for the service provider to host the contact

centre fully. Discussion will be held with Service provider after appointment and before

contracting. The Fund will advise on contracting. In year 2 to 3 the service provider

will move all infrastructure and set up the UIF for receiving calls directly with an

overflow to the service provider as and when volumes exceed internal capacity.

1.1 Should we insource, we will face the following technology challenges and overflow

seasonal capacity:

o A reliable and trending telephony system inclusive of IVR (Interactive Voice

Recording) options with possible integration to core systems.

o A Client Relationship Management system with built in Artificial Intelligence with

ability of Omni-channel approach

o A Quality Assurance System for all written and voice communication with client.

o Workforce scheduling for peaks and troughs of calls and leave management

o Cloud storage and capability including servers

o Training or Service Catalogue hierarchical

o Overflow capacity in order to cater for seasonal or high volume of calls

o In addition to the above functional technology we require the below:

a. Servers and Server support

b. Appropriate telephony support including both Hardware and Software.

c. Voice loggers for recording

d. Ticketing System

e. Ability to manage multiple channels such as SMS, Outbound, Inbound,

Email, Live Chat, Web Self Service, Social Media Integration to cater for

Omni-channel capability.

f. Hardware and software licenses is also needed for support of up to 350

agents (100 UIF agents and 250 seasonal agents on request) such as

laptops, and work from home capability.

g. Reporting both real time and monthly needed to assist Management with

strategic and operational decisions.

2. Scope of Work and Requirements from the Fund

The Fund requires suitable service providers with the relevant experience in the contact

centre technology and capacity in terms of this bid. The successful bidder will be

appointed based on the company’s ability to ensure a full spectrum contact centre

technology solution.

The successful bidder must furthermore ensure that, the Fund client experience is at an

acceptable service level agreement, which will be discussed in detail on contracting.

Service Level Agreement (SLA) objectives will be contact centre measurements

regarding all touch points which includes, minimum call planned for, Answer Rates,

Abandonment rates, First Call Resolution, e-mail resolution, outbound capability,

Complaints resolution, Online Self Assist, SMS and other metrics, all aligned to Contact

Centre industry Standards. Licensing for the duration of the contract must be purchased

and maintained by the successful bidder for all software needed operationally. This

includes internal and external resources. Also take note of the following requirements of

the Fund when submitting their proposals.

2.1 Technology – Full Contact Centre Technology Solution, both hardware and software

2.2 Human Capital – seasonal resources able to log in from home as and when needed

at a cost per seat which should include laptop, headsets, softphone, connectivity and

any other resource required. The requirement will be to a maximum of 250 agents

that is seasonal.

The scope of work includes providing a full contact centre technology solution, including telephony, CRM with AI and omni-channel capability, quality assurance system, workforce scheduling, cloud storage and servers, training catalogue, overflow capacity, servers and support, voice loggers, ticketing system, multi-channel management (SMS, outbound, inbound, email, live chat, web self-service, social media), hardware and software licenses for up to 350 agents (100 UIF agents and 250 seasonal agents), and real-time and monthly reporting. The service provider will host the contact centre fully for the first 12 months, then move infrastructure to UIF in years 2-3 with overflow to the provider as needed.

an acceptable service level agreement which will be discussed in detail on contracting.

Service Level Agreement (SLA) objectives will be contact centre measurements

regarding all touch points which includes, minimum call planned for, Answer Rates,

must be submitted

Invitation to Bid – No Complete and sign the supplied pro forma document

SBD 1 (Annexure C)

SBD 3.3 - Pricing *Yes Bidders must Indicate the total tender price (inclusive

Schedule (Annexure of all applicable taxes) for the duration of the contract

D) period on the SBD 3.3 – Pricing Schedule

• SBD 3.3 - Pricing Schedule (Annexure D). The total price as per SBD 3.3 (Annexure

D) will be considered by the Fund as the “price” for this tender and will be utilized

in order to calculate points for Price and specific goals and a bidder is expected to

submit only one SBD 3.3 with one total bid price.

Non-submission of a SBD 3.3 or a SBD 3.3 without a total bid price in the bid

proposal, will lead to immediate disqualification.

*Failure by a bidder to be tax compliant at the award stage or have written proof from

inclusive of VAT and all other related costs are submitted in terms of the price/rates

proposal. The quoted price must be for the full duration of the contract period.

Bidders MUST also complete the enclosed SBD 3.3 – Pricing schedule

(Annexure D) that forms part of the tender pack provided to all bidders.

Specific Goals: 10

Bidders will score a minimum of 0 (zero) points and a maximum of ten (10) points,

depending on their Specific Goal score.

• The bid price (maximum 90 points)

Specific Goal score (maximum 10 points)

Stage 1 – Price Evaluation (90 Points)

documentation or evidence:

(a) An original valid B-BBEE Certificate or a certified copy thereof issued by a

verification agency accredited by SANAS or a sworn affidavit if applicable

whichever is applicable to the bidder.

(b) A current valid CIPC certificate together with copies of the IDs of the directors

who hold ownership.

(c) Municipal rates and taxes statements not older than three (3) months from the

date of advertisement with physical business address of the bidder, must be

attached to the proposal. In the case of rented facilities where no rates and

taxes statements are available in the name of the bidder, a copy of a valid lease

agreement for the rented facility must be attached as evidence.

15.5 Financial analysis

A Financial Analysis will be conducted on the qualifying bidder(s) after the completion

of Pricing and specific goal evaluation.

• A current valid CIPC certificate together with

copies of the IDs of the directors who hold

ownership.

7. SBD 3.3: The total tender price inclusive of VAT for the Yes

duration of the contract period MUST be completed and

submitted as part of the proposal (see Annexures D for

detailed pricing requirements)

acceptable service level agreement, which will be discussed in detail on contracting.

Service Level Agreement (SLA) objectives will be contact centre measurements

regarding all touch points which includes, minimum call planned for, Answer Rates,

tax compliance PIN or the MAAA number obtainable when registering on the

Tax Compliance **No Bidders must provide a tax compliance status PIN or

tax compliance status, or the arrangement the bidder has made

Tax compliance

TAX Compliance status PIN/Tax clearance certificate Yes

CSD registration report

Central Supplier Database (CSD)

Central Supplier Database (CSD) proves to be non-compliant

Central Supplier Database Yes

Joint Venture Agreement(s) (if

with the tax compliance PIN or the MAAA number obtainable when registering on the

CSD. This is required in order for the Fund to verify the tax status of a bidder as part

taxes statements are available in the name of the bidder, a copy of a valid lease

avoid disqualification, it is imperative that bidders MUST familiarise themselves with

Documents that Non-submission will result in disqualification

SBD 1 (Annexure C)

D) period on the SBD 3.3 – Pricing Schedule

Interest – SBD 4

6.1 (Annexure F) claimed under Table 1 of the SBD 6.1 form.

Central Supplier on the Central Supplier Database (CSD). Bidders who

Database (CSD) are not registered must proceed to complete the

Visit https://secure.csd.gov.za/ to obtain your vendor

the CSD indicating the unique vendor number issued.

CSD in order for the Fund to verify the tax status of all

• SBD 3.3 - Pricing Schedule (Annexure D). The total price as per SBD 3.3 (Annexure

Points Allocation: 90 points

B-BBEE Details: cument on the bottom right-hand corner. All mistakes

made within the bid proposal should also be initialled. In addition, all pages in

the bid submission tender document should be numbered.

12.7 For ease of reference during the evaluation process, it is of utmost importance

that bidders compile their proposals in the format as specified in Table 2

below:

Table 2

File Content

Section 1:

Documents listed in Table 4, except for the pricing and specific goal

documentation listed in Section 2 below.

Section 2:

• 3.3 form – Pricing Schedule (Annexure D)
• An original or valid B-BBEE Certificate or a certified copy thereof issued

by a verification agency accredited by SANAS or an affidavit if applicable

whichever is applicable to the bidder. Also refer to Table 6 below for

more detail.

• A current valid CIPC certificate together with copies of the IDs of the

directors who hold ownership.

Section 3:

• Company Profile
• CIPC certificate
• Directors ID’s
• CSD registration report
• Tax pin certificate
• Supplementary information such as Joint Venture Agreement(s) (if

applicable); Sub-contracting Agreement(s) (if applicable); etc.

Section 4:

Financial information as listed in paragraph 15.5

Section 5:

• Technical mandatory bid requirements are listed under PART B -

Specification and Scope of Work. Response to functionality criteria as

indicated in Annexures A and B

Section 6:

All other documents

13. Duration of the contract

The successful bidder will be appointed for a maximum period of thirty-six (36) months.

14. Vetting of service providers

The successful bidder(s) will be security screened (vetted) prior to the commencement

of the contract. Therefore, bidders must include copies of the Identity Documents (ID)

Specific goal points are allocated based on ownership categories: Black ownership (100%) 5 points, Women ownership (51-100%) 2 points, Youth ownership (51-100%) 2 points, Disability (51-100%) 1 point, EME/QSE black owned (51-100%) 3 points, Township and Rural Development 2 points, EME/QSE women owned (51-100%) 3 points, EME/QSE youth owned (51-100%) 3 points, Military Veteran ownership (100%) 3 points, Co-operatives 5 points. Evidence required includes B-BBEE certificates, CIPC certificates, municipal rates statements, doctor's letter for disability, and proof of military veteran status. Joint ventures and consortiums must submit B-BBEE certificates and CIPC certificates.

in order to obtain any unlawful advantage in relation to procurement or services

provided or to be provided to a Government Entity;

21.5 accepts anything of value or an inducement that would or may provide financial gain,

advantage or benefit in relation to procurement or services provided or to be provided

to a Government Entity;

21.6 pays or agrees to pay to any person any fee, commission, percentage, brokerage

fee, gift or any other consideration, that is contingent upon or results from, the award

of any tender, contract, right or entitlement which is in any way related to

procurement or the rendering of any services to a Government Entity;

21.7 has in the past engaged in any matter referred to above; or

21.8 has been found guilty in a court of law on charges of fraud and/or forgery, regardless

of whether or not a prison term was imposed and despite such bidder, member or

director’s name not specifically appearing on the List of Tender Defaulters kept at

the right to withdraw an award made, or cancel a contract concluded with the

successful bidder in the event that it is established that such bidder was in fact not tax

compliant at the time of the award, or whose verification against the Central Supplier

Database (CSD) proves to be non-compliant. It remains the duty of a successful

bidder to remain tax compliant for the full duration of the contract.

No tender shall be awarded to a bidder whose name (or any of its members, directors,

partners or trustees) appears on the Register of Tender Defaulters kept by National

Treasury, or who have been placed on National Treasury’s List of Restricted

concluded with a bidder should it be established, at any time, that a bidder has been

blacklisted with National Treasury by another government institution.

If a bidder breaches the conditions of this bid and, as a result of that breach the Fund

incurs costs or damages (including, without limitation, the cost of any investigations,

procedural impairment, repetition of all or part of the bid process and/or enforcement

of intellectual property rights or confidentiality obligations), then the bidder indemnifies

and holds the Fund harmless from any and all such costs which the Fund may incur

and for any damages or losses the Fund may suffer.

25. Precedence

This document will prevail over any information provided during any briefing session

whether oral or written, unless such written information provided, expressly amends

this bid document by reference.

26. Limitation of liability

A bidder participates in this bid process entirely at its own risk and cost. The Fund

shall not be liable to compensate a bidder on any grounds whatsoever for any costs

incurred or any damages suffered as a result of the bidder’s participation in this bid

process.

27. Tax compliance

No tender shall be awarded to a bidder who is not tax compliant. The Fund reserves

the right to withdraw an award made, or cancel a contract concluded with the

successful bidder in the event that it is established that such bidder was in fact not tax

compliant at the time of the award, or whose verification against the Central Supplier

Database (CSD) proves to be non-compliant. It remains the duty of a successful

bidder to remain tax compliant for the full duration of the contract.

28. National treasury - prohibited bidders

No tender shall be awarded to a bidder whose name (or any of its members, directors,

partners or trustees) appears on the Register of Tender Defaulters kept by National

Treasury, or who have been placed on National Treasury’s List of Restricted

Suppliers. The Fund reserves the right to withdraw an award, or cancel a contract

concluded with a bidder should it be established, at any time, that a bidder has been

blacklisted with National Treasury by another government institution.

29. Governing law

South African law governs this bid and the bid response process. The bidder agrees

to submit to the exclusive jurisdiction of the South African courts in any dispute of any

kind that may arise out of or in connection with the subject matter of this bid, the bid

itself and all processes associated with the bid.

30. Responsibility for sub-contractors and bidder’s personnel

A bidder is responsible for ensuring that its personnel (including agents, officers,

directors, employees, advisors and other representatives), its sub-contractors (if any)

and personnel of its sub-contractors comply with all terms and conditions of this bid.

In the event that the Fund allows a bidder to make use of sub-contractors, such sub-

contractors will at all times remain the responsibility of the bidder and the Fund will not

under any circumstances be liable for any losses or damages incurred by or caused

by such sub-contractors. However, the successful bidder may not change sub-

contracting arrangements for the duration of the contract period without the explicit

written approval of the Fund.

31. Confidentiality

Except as may be required by operation of law, by a court or by a regulatory authority

having appropriate jurisdiction, no information contained in or relating to this bid or a

bidder’s tender(s) will be disclosed by any bidder or other person not officially involved

with the Fund’s examination and evaluation of a Tender.

No part of the bid may be distributed, reproduced, stored or transmitted, in any form

or by any means, electronic, photocopying, recording or otherwise, in whole or in part

except for the purpose of preparing a Tender. This bid and any other documents

supplied by the Fund remain proprietary to the Fund and must be promptly returned

to the Fund upon request together with all copies, electronic versions, excerpts or

summaries thereof or work derived there from.

Throughout this bid process and thereafter, bidders must secure the Fund’s written

approval prior to the release of any information that pertains to (i) the potential work

or activities to which this bid relates; or (ii) the process that follows this bid. Failure to

adhere to this requirement may result in disqualification from the bid process and civil

action.

No confidential information relating to the process of evaluating or adjudicating tenders

or appointing a bidder will be disclosed to a bidder or any other person not officially

involved with such process.

32. The funds proprietary information

Bidders must on their bid cover letter make a declaration that they did not have access

to any of the Fund’s proprietary information or any other matter that may have unfairly

placed that bidder in a preferential position in relation to any of the other bidders.

33. Proposal submission checklist

No Description To be returned by

bidder at bid

closure

1. One original and two copies prepared for submission on Yes

closing date (paragraph 12.4, )

2. Each page of the proposal numbered and initialed as Yes

well as changes within pages initialed (paragraphs

12.6, )

3. Contents of the proposal document is according to Yes

Table 2 (paragraph 12.7, )

4. Copies of ID’s included for vetting (paragraph 14, page Yes

5. Financial information as listed in paragraph 15.5 Yes

(paragraph 15.5, )

• An original or valid B-BBEE Certificate or a 6. Yes

certified copy thereof issued by a verification

agency accredited by SANAS or an affidavit if

applicable whichever is applicable to the bidder.

The certificate must clearly indicate.

• A current valid CIPC certificate together with

copies of the IDs of the directors who hold

ownership.

7. SBD 3.3: The total tender price inclusive of VAT for the Yes

duration of the contract period MUST be completed and

submitted as part of the proposal (see Annexures D for

detailed pricing requirements)

No Description To be returned by

bidder at bid

closure

8. Other SBD documents listed in Table 4, pages 11-12: SBD 1, SBD 4 and

Completed and signed pro forma documents submitted SBD 6.1

for - SBD 1 (Annexure C), SBD 4 (Annexure E) and

SBD 6.1, including Table 1

(Annexure F)

9. TAX Compliance status PIN/Tax clearance certificate Yes

(Table 4, )

10. Proof of registration on the Central Supplier Database Yes

(CSD) (Table 4, )

11. Technical mandatory document requirements are listed Yes

under Part B – technical specification and scope of

work of this bid document ()

Part b – technical specification and scope of work

Technical mandatory document requirements

1. A valid OEM letter or accreditation within a Contact Centre environment

must be submitted and valid at closing date of tender. This OEM

letter/accreditation must include functionality relevant to the contact

Centre environment.

Functionality includes:

• Telephony
• Customer Relationship Management (CRM)
• AI Capability
• ICT Infrastructure (Cloud Storage and Servers)

A single or multiple (maximum four), OEM letter/s or accreditation must

be submitted for each function mentioned above. All functionalities

claimed must be supported by the submitted OEM letter(s) or

accreditation. Failure to submit a valid OEM letter/s or accreditation

where all components are reflected will lead to immediate

disqualification.

2. Non-submission of Annexure H or an incomplete Annexure H will lead to

immediate disqualification.

Insurance fund for a period of thirty-six (36) months

Tender number : UIF5/26/27

DATE ISSUED : 08 September 2026

CLOSING DATE AND TIME : 30 September 2026 at 11h00

BID VALIDITY PERIOD : 120 Calendar days

TENDER BOX ADDRESS : Unemployment Insurance Fund

1. Introduction

The Unemployment Insurance Fund (UIF) is a schedule 3A public entity in terms of

the Public Finance Management Act (PFMA), Act . The supreme mandate

of the Unemployment Insurance Fund (UIF) is derived from section 27(1) (c) of the

Insurance Act, No (as amended). The Unemployment Insurance Fund was

established in terms of section 4(1) of the Unemployment Insurance Act. The Act

empowers the Unemployment Insurance Fund to register all employers and

employees in South Africa and pay those who qualify for unemployment insurance

benefits.

2. Purpose of this request for proposals (RFP)

The purpose of this Request for Proposal (RFP) is to solicit proposals from potential

bidders to provide for a service of rendering a Contact Centre Solution Services to the

Unemployment Insurance Fund for a period of thirty-six (36) months.

to the Unemployment Insurance Fund but must remain compliant for the entire

contract term with all applicable tax legislation, including but not limited to the Income

Tax Act, 1962 (Act No. ) and Value Added Tax Act, 1991 (Act No. ).

3.2 Unemployment Insurance Act (UIA), (as amended)

established in terms of section 4(1) of the UIA No (as amended). The Act

empowers the UIF to register all employers and employees in South Africa and pay

those who qualify for unemployment insurance benefits.

3.3 Procurement Legislation

on Treasury Regulation 16A3 promulgated under Section 76 of the Public Finance

Management Act, 1999 (Act, No. ), the Preferential Procurement Policy

Framework Act 2000 (Act, No.), and the Broad-Based Black Economic

Empowerment Act, 2003 (Act, No. ), and the Unemployment Insurance

Fund Act and the State Information Technology Agency Act, 1998 (Act No. ), as amended.

3.4 Technical Legislation and/or Standards

Bidder(s) should be cognisant of the legislation and/or standards specifically

applicable to the required services.

6.1 All dates and times in this bid document are South African standard times.

6.2 Any time or date in this bid is subject to change at the Unemployment Insurance

Fund’s discretion.

6.3 The establishment of a time or date in this bid does not create an obligation on the

part of the Unemployment Insurance Fund to take any action or create any right in

any way for any bidder to demand that any action is taken on the date established.

6.4 The bidder accepts that, if the Unemployment Insurance Fund extends the deadline

for the submission of bids (the Closing Date) for any reason, the requirements of this

bid will apply equally to the extended deadline.

7.1 Bidder(s) can make enquiries in writing: e-mail [email protected]

regarding this bid, before the closure of the bid.

7.2 The delegated office of the Unemployment Insurance Fund may communicate with

bidders where clarity is sought regarding the bidding process or the specifications as

set out in this document, provided that such communication takes place prior to the

closing date of the bid.

7.3 Bidders must note that communication with an official or a person acting in an

advisory capacity for the Unemployment Insurance Fund in respect of the bid is

discouraged between the closing date and the award of the bid.

7.4 Communication during this stage of the bid process can only take place between

officials from the Fund and bidders in writing.

7.5 Whilst all due care has been taken in connection with the preparation of this bid, the

information communicated to or provided to Bidder(s) during the bidding process is,

or will be, accurate, current or complete. The Unemployment Insurance Fund, and

its employees and advisors will not be liable with respect to any information

communicated that may not be accurate, current or complete.

7.6 If bidders find or reasonably believe they have found any discrepancy, ambiguity,

error or inconsistency in this bid or any other information provided by the

Unemployment Insurance Fund (other than minor clerical/administrative matters),

such bidders must promptly notify the Fund in writing of such discrepancy, ambiguity,

error or inconsistency in order to afford the Fund an opportunity to consider what

corrective action is necessary (if any).

7.7 Any actual discrepancy, ambiguity, error or inconsistency in the bid or any other

information provided by the Unemployment Insurance Fund will, if possible, be

corrected and provided to all bidders without attribution to the bidders who provided

the written notice.

7.8 All persons (including bidders obtaining or receiving the bid and any other information

in connection with the bid or the tendering process) must keep the contents of the

bid and other such information confidential and not disclose or use the information

except as required for the purpose of developing a tender proposal in response to

this bid.

12.1 Bid documents must be sealed and placed in the tender box at the aforesaid

address on or prior to the closing date and time of the bid as indicated in this

document. The responsibility to submit proposals before the bid closure date and

time rests with the bidder. Bidders are therefore encouraged to ensure the method

of delivery that they use for their respective bids will result in a timeous proposal

submission in the UIF tender box.

12.2 Bid documents will only be considered if received by the Unemployment Insurance

members (save for such members who hold a minority interest in the bidder through shares

listed on any recognised stock exchange), indirect members (being any person or entity who

indirectly holds at least a 15% interest in the bidder other than in the context of shares listed

on a recognised stock exchange), directors or members of senior management, whether in

respect of the Unemployment Insurance Fund or any other government organ or entity and

whether from the Republic of South Africa or otherwise ("Government Entity") -

21.1 engages in any collusive tendering, anti-competitive conduct, or any other similar

conduct, including but not limited to any collusion with any other bidder in respect of

the subject matter of this bid;

21.2 seeks any assistance, other than assistance officially provided by a Government

22.1 The bidder should note that the terms of this bid will be incorporated in the proposed

contract with the successful bidder by reference, and that the Fund relies upon the

bidder’s response to this bid as a material representation in making an award to a

successful bidder and in concluding an agreement with the bidder.

22.2 It follows therefore, that misrepresentations in a bid response / proposal may give

rise to service termination and a claim by the Fund against the bidder notwithstanding

the conclusion of the Service Level Agreement between the Fund and the bidder for

the provision of the service in question. In the event of a conflict between the bidder’s

proposal and the Service Level Agreement concluded between the parties, the

incurs costs or damages (including, without limitation, the cost of any investigations,

procedural impairment, repetition of all or part of the bid process and/or enforcement

of intellectual property rights or confidentiality obligations), then the bidder indemnifies

and holds the Fund harmless from any and all such costs which the Fund may incur

and for any damages or losses the Fund may suffer.

to submit to the exclusive jurisdiction of the South African courts in any dispute of any

kind that may arise out of or in connection with the subject matter of this bid, the bid

itself and all processes associated with the bid.

30. Responsibility for sub-contractors and bidder’s personnel

A bidder is responsible for ensuring that its personnel (including agents, officers,

directors, employees, advisors and other representatives), its sub-contractors (if any)

and personnel of its sub-contractors comply with all terms and conditions of this bid.

The Fund reserves the right not to award or cancel the tender under certain conditions, to negotiate market-related prices, to accept part of a tender, to carry out site inspections, to correct mistakes, to conduct financial analysis only on recommended bidders, not to award to bidders with financial issues, and to award to multiple bidders to spread risk. Bidders must declare that they will act honestly, fairly, and with due skill, and comply with all applicable laws.

Bidders must remain tax compliant for the entire contract term. They must submit a valid OEM letter or accreditation for contact centre functionality (telephony, CRM, AI capability, ICT infrastructure) valid at closing date. Each page must be numbered and initialled.

Phase 1: primary review of mandatory and other bid documents. Phase 2: functionality evaluation out of 100 points based on expertise in the relevant field. Phase 3: price and specific goals evaluation. Financial analysis is conducted only on recommended bidders. The Fund may conduct financial analysis only on recommended bidders and may not award to bidders with financial issues.