QUOTATION NO. 29/17/18- THE ADVANCED CUSTOMER CARE TRAINING: NQF LEVEL 5 FOR THE EASTERN CAPE PARKS AND TOURISM AGENCY

The Eastern Cape Parks & Tourism Agency is seeking the services of a service provider to submit proposals FOR THE ADVANCED CUSTOMER CARE TRAINING: NQF LEVEL 5 FOR THE EASTERN CAPE PARKS AND TOURISM AGENCY

Mini bid documents outlining detailed specifications will be made available from  Friday, 04 August 2017 free of charge and closing on Friday, 11 August 2017 at 11h00 am. The documents can only be e-mailed to applicants upon request.

The Eastern Cape Parks & Tourism Agency is seeking a SETA Accredited Training provider who is registered with SAQA or approved by a relevant Education and Training Authority to implement Advanced Customer Care Level 5 (SAQA ID CUST/Serv/Progr/5/0095). Learners should receive a “Competency Certificate” after the completion of the training programme.

   THE SCOPE OF WORK

An Accredited service provider is required to provide Advanced Customer Care Training and the specifications are as follows:-

v  The List of Candidates consists of the Reservations Clerks, Receptionist, Hospitality staff, Personal Assistant and Administration Clerk = Ten (10) candidates.

v  Provide us with the Course Content or Outline covering the four (4) Unit Standards:-

1.    Unit Standard 14734 – Deal with customers.

2.    Unit Standard 7865 – Improve service to customers.

3.    Unit Standard 7836 – Monitor customer satisfaction.

4.    Unit Standard 8490 – Contribute to sustainable tourism in South Africa.

Total Credits = 21

v  Indicate the Number of Credits per Unit Standard.

v  Provide proof of Accreditation.

v  Registered Assessor.

v  NQF aligned Level 5.

v  Submit Company Profile with references to justify your work experience to this particular Training.

v  There must be some photos taken with a date indicated during the training.

v  Indicate your Suggested Date with a detailed Implementation Plan.

v  Provision for those who might not meet the requirements for the Course.

v  Issue Competency Certificates for the candidates.

v  ECPTA will provide its own Catering and Venue for the Course. Bidders must arrange own accomodation

v  Duration of the Course = 10 Days (Mon-Friday)

4.   COMPETENCY REQUIRED:

v  Provide CV’s and certificates of the Facilitators.

v  Provide CV’s and certificates of the Qualified Registered Assessors / Moderators.

v  Please make sure that the Mini-Bid Document is fully completed including all the

Declarations.

v  The attendance registers to be signed by each and every learner.

Please submit a detailed Report on completion of the Course

EVALUATION CRITERIA

PREFERENTIAL PROCUREMENT POLICY FRAMEWORK ACT NO. 5 OF 2000 AND ITS REGULATIONS WILL APPLY:

A two stage evaluation process will be employed. In Stage one, all bids received will be evaluated for functionality. Only service providers who meet the minimum criteria for functionality will proceed to Stage 2 where bids will be assessed for price and BBBEE Status Level in accordance with the Preferential Procurement Regulations of 2017.

STAGE 1

Functionality will be assessed against the criteria and weightings specified in Table 1 below. Each criterion will be scored on relevant information submitted by the bidder. The allocated score will then be added together and bidder should acquire a minimum of 70% to proceed to the next stage.

STAGE 1:         FUNCTIONALITY REQUIREMENTS

NB: Only bidders who obtain 70 out of 100 points for functionality will qualify for evaluation in terms of Price/B-BBEE. All points scored by qualifying proposers in Stage 1 will not be taken into consideration for evaluation at Stage 2.

Stage 2

NB: Certified copy or original B-BBEE Status Level Verification Certificate/ Sworn Affidavit must be submitted to substantiate B-BBEE Status claimed. When such certificate is not provided as proof the company will automatically score zero.

Bids may only be submitted on the tender documentation that is issued. Requirements for sealing, addressing, delivering, opening and assessment of Tenders are stated in the Tender Data.

ECPTA SCM Policy will apply.

ECPTA has a zero tolerance on any acts of fraud and corruption. Please report any suspected acts of fraud and corruption to any of the contact details listed below:

·         Hotline Number: Toll free number – 0800 872 209

·         Freepost: KZN 138 Umhlanga Rocks | 4320

·         Free Fax: 0800 00 77 88

·         Tip-offs Website: www.tip-offs.com