confidential
NATIONAL HEALTH LABORATORY SERVICE (NHLS)
REQUEST FOR QUOTATIONS
You are hereby invited to submit Quotation for the requirements ofNational Health Laboratory service
RFQ number: / Proposal for the NICD External and Internal Customer Satisfaction 2017
Closing date: / 21 JULY 2017
Closing time: / 11:00AM
RFQ validity period: / 30 days (commencing from the RFQ Closing Date)
Important / Not Applicable
RFQ Description: / Proposal for the NICD External and Internal Customer Satisfaction 2017
RFQ responses may be submitted to: / Or / Hand Delivered at:
01 MODDERFONTEIN ROAD,SANDRINGHAM,AT NICD STORES THE QUOTE BOX ON THE 21 JULY 2017
Bidders must acknowledge receipt of this RFQ and send it to
ThisRFQis subject to the general conditions of the RFQ, National Treasury’s general conditions of contract (GCC)and, if applicable, any other special conditions of contract (SCC).
The following particulars must be furnishedInformation of the Bidder
Name of bidderRegistration number
VAT registration number
Contact person
Telephone number
Cell number
E-mail address
Postal address
Physical address
Hasan original and validtax clearance certificate been submitted?
Yes / NoState RFQ/RFBnumber where the tax clearance certificate was submitted: ______
NOTE: If you have submitted an original tax clearance certificate before tothe NHLSor any bid or RFQ, it is not necessary for you to submit another tax clearance certificate whiletheNHLS is still in possession of your valid and original tax clearance certificate. It is the duty of the bidder to ensure that each time a bid or RFQ response is submitted, the tax clearance certificate they submitted previously is still valid on the closing date of the subsequent submission of a response for a particular RFQ.
D / D / M / M / Y / YIf not, indicate the expiry date of the tax clearance certificate that was previously submitted to NHL.
Yes / NoHas an original and valid B-BBEE status level verification certificate or certified copy thereof been submitted?
State RFQ/RFB number where theB-BBEE status level verification certificate was submitted: ______
NOTE :If you have submitted an original or certified copy of the B-BBEE status level verification certificate before to NHLS for any bid or RFQ response, it is not necessary for you to submit another B-BBEE status level verification certificate while NHLS is still in possession of your valid certificate. It is the duty of the bidder to ensure that each time a bid or RFQ response is submitted, the certificate they submitted previously is still valid on the closing date of the subsequent submission of a response for a particular RFQ.
D / D / M / M / Y / YIf not, indicate the expiry date of the B-BBEE status level verification certificate that was previously submitted to NHLS.
I certify that the information furnished on this form is true and correct.
I further accept that, in addition to cancellation of a contract, action may be taken against me should this declaration prove to be false.
______
Name of bidder (duly authorised)
______
Signature of bidder
______
Date
______
Capacity under which this RFQ is signed
Contents /1. Terms and conditions of Request For Quotation (RFQ) 5
2. Response format 5
Annex A : Price 7
Annex B : Preferential Procurement Claim form SBD 6.1 8
Annex C : Tax clearance requirements SBD 2 15
Annex D : Declaration Of Interest SBD 4 18
Annex E : Declaration Of Bidders Past Supply Chain Practices SBD 8 23
Annex F : CERTIFICATE OF INDEPENDENT BID DETERMINATION SBD 9 25
Annex G : Government Procurement: General Conditions of Contract – July 2011 28
1. Terms and conditions of Request For Quotation (RFQ)
1.1 This document may contain confidential information that is the property of the NHLS
1.2 No part of the contents may be used, copied, disclosed or conveyed in whole or in part to any party in any manner whatsoever other than for preparing a proposal in response to this Bid, without prior written permission from NHLSand the Client.
1.3 All Copyright and Intellectual Property herein vests with NHLS and its Client.
1.3 Late and incomplete submissions will not be accepted.
1.4 Any bidder who has reasons to believe that the RFQ specification is based on a specific brand must inform NHL before RFQ closing date.
1.5 Bidders are required to submit an original Tax Clearance Certificate for all price quotations exceeding the value of R30 000 (VAT included). Failure to submit the original and valid Tax Clearance Certificate will result in the invalidation of this RFQ. Certified copies of the Tax Clearance Certificate will not be acceptable.
1.6 It is the responsibility of the bidder to ensure that NHLS is in possession of the bidder’s valid Tax Clearance certificate. It is therefore not necessary to submit a tax clearance certificate if the bidder has submitted a tax clearance for any RFQ/bid before at NHLS. The onus is on the bidder to ensure thatNHLS receives a valid Tax Certificate as soon as the validity of the said certificate expires.
1.7 No services must be rendered or goods delivered before an official NHLS Purchase Order form has been received.
1.8 This RFQ will be evaluated in terms of the 80/20 preference point system prescribed by the Preferential Procurement Regulations, 2011.
1.9 All questions regarding this RFQ must be forwarded to the buyer within24 hours after the RFQ has been issued.
1.10 All responses must be sent to . It is the responsibility of the bidder to ensure that its response reaches NHLS on or before the closing date and time of the RFQ.
PLEASE DO NOT SUBMIT RFQ RESPONSES IN THE TENDER BOX AS THE RFQ RESPONSES DEPOSITED IN THE TENDER BOX SHALL NOT BE CONSIDERED.
1.11
The Bidder accepts the above terms and conditions and the General Conditions of Contract attached in Annex G. / Accept / Do not accept2. Response format
2.1 Bidders shall submit response in accordance with the response format specified below. Failure to do so shall result rejecting vendor’s response. No referrals may be made to comment. Failure to comply shall result in the vendor being penalised.
2.2Schedule Index:
2.2.1Schedule 1: Pages 1 – 6 of this RFQ document
2.2.2Schedule 2: Original and valid Tax Clearance Certificate not a compliance status
2.2.3 Schedule 3 : Price (Submit the price in a sealed envelope.)
2.2.4Schedule 4: Preferential Procurement Claim form and the certified copy of the B-BBEE Status Level Verification Certificate (SBD 6)
2.2.5Schedule 5: Declaration of interest (SBD 4)
2.2.6Schedule 6: Declaration of Bidders’ past supply chain practices (SBD 8)
2.2.7Schedule 7: Certificate of independent bid determination (SBD 9)
2.2.8 Schedule 8: General Conditions of Contract
2.2.9 Schedule 9: Specification sheet stating whether you comply or not comply
2.2.10Schedule; Proof of registration with National Treasury (CSD Registration summary report)
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Annex A : PRICE
INSTRUCTION TO BIDDERS
1. The cost of delivery, labour etc. must be included in this proposal.
2. Bidders must keep all items listed below in stock.
RFQ Number ......
Name of bidder ......
Total RFQ Price incl vat ......
BIDDER MUST PROVIDE PRICE BREAKDOWN IN SOUTH AFRICAN RAND VALUE AS PER THE TABLE BELOW:
Description / Quantity / Price(VAT Exclusive.) / Price
(VAT Inclusive.)
For CSI and ISS Tools:
All costs relating to the development and implementation of both the CSI and ISS Tool / 1
For CATI, (please separate costs for both tools):
Recruitment costs / 1
Interviewing costs / 1
Incentive costs
Analysis costs / 1
Presentation costs / 1
Costs associated with the formulation of recommendations / 1
State any additional costs that is not included in the above
NB: Bidder must state next to each mandatory requirement whether they comply or not, if not submitted the bidder will be disqualified.
Mandatory Requirement / Comply / Not ComplyThe bidder must have experience in surveying internal and external customers (Bidder must provide at least 2 written reference of similar work done)
Bidder must be able to source NICD specific customers within the NDOH and other users by dealing with the NICD centres directly (Bidder must provide a short written description on how you would go about conducting this research)
Bidder must develop the content of questions with NICD management
Bidder must provide a full company profile, including the following details:
· Ability to design, develop and implement Customer Satisfaction index tools as well as any prior experience in doing so. Please include an explanation of how the ‘end product’ will appear to users at the NHLS e.g. an excel dashboard, word report etc.
· Service provider should include their ability and experience in conducting customer satisfaction research, particularly large samples within the public sector.
· In addition, the service provider should detail their usage and understanding of any models used in processes previously (if any) as well as a motivation for their inclusion in the current research project.
· History;
· Services offered;
· Size of company; and
· Staff profile.
(All of the above details must be provided in the company profile, if one aspect is not included this will lead to disqualification)
Bidder must be able to provide the below methods and can suggest any additional methods:
· Telephone
· Internet
· Paper Base
Introduction and Background
The National Institute for Communicable Diseases (NICD) is a national public health institute for South Africa providing reference microbiology, virology, epidemiology, surveillance and public health research to support the government’s response to communicable disease threats.
The strategic objectives of the NICD is as follow:
1. To be the national public health institute for surveillance of communicable diseases in South Africa.
2. To detect outbreaks or epidemics at an early stage in order to be able to timeously and effectively respond to them, or to anticipate imminent outbreaks or epidemics by investigation, research and analysis of data and to communicate accordingly.
3. To engage in directed and relevant research to answer questions related to national and regional public health communicable diseases problems, their surveillance and management.
4. To provide a reference function for communicable diseases laboratories in the public and private sectors nationally, regionally and internationally.
5. To build capacity for communicable diseases nationally and regionally.
Purpose
The purpose of this survey is to measure whether the NICD’s strategic objectives have been met in terms of the above.
Target Audience
The target audience for this survey will include both internal and external customers.
· The Internal customers will comprise of any person working for the NICD in a full or temporary capacity at the time of the survey. This sample population size is approximately 400 staff and is inclusive of staff not necessarily based at the NICD premises.
· The External customers will consist of clients that the NICD deals with on a regular basis. And will include but not limited to the following: Communicable departments in the National Department of Health, Provincial Department of Health, NHLS Laboratories, project sponsors, etc.
Timeline for execution
The envisage time for this survey is set between 1st September to the 30th September 2017 for both the External Customer Satisfaction Survey (CSS) and Internal Satisfaction Survey (ISS).
Objective for the external Customer Satisfaction Survey (CSS)
The NICD is functionally segmented in the following centres for Diseases:
· Centre for Healthcare-associated Infections, Antimicrobial Resistance and Mycoses (CHARM)
· Centre Enteric Diseases (CED)
· Centre for Emerging Zoonotic and Parasitic Diseases (CEZPD)
· Centre for HIV & STI's (CHIVSTI)
· Centre for Vaccines and Immunology (CVI)
· Centre Respiratory Diseases & Meningitis (CRDM)
· Centre Tuberculosis (CTB)
The objective for the External Customer Satisfaction Survey (CSS) will be to assess the customer satisfaction, in particularly the Department of Health that directly deals with the abovementioned Centers.
· The survey must be able to identify areas of customer satisfaction as well as areas where the level of satisfaction is poor.
· The results of the survey must give a clear indication of the expectations of NICD’s customers with regard to service / offerings from the NICD and how well the NICD is meeting these expectations.
· The survey must culminate in the formulation of sound recommendations on actions for improvement of the NICD’s service levels.
Objectives for the Internal Satisfaction Survey (ISS).
The objective of the Internal Satisfaction Survey (ISS) will be to assess the level of satisfaction for the NICD support departments in the manner in which it renders services to the internal customers and to provide recommendation for improvements.
The support department at the NICD that needs to be assessed are the following:
§ Human Resources
§ Finance
§ Procurement
§ Information Technology
§ Quality Assurance
§ NICD Communications department
The survey must be able to identify areas of customer satisfaction as well as areas where the level of satisfaction is poor.
The results of the survey must give a clear indication of the expectations of the internal customers with regard to service / offerings from the support departments and how well the various support departments are meeting these expectations.
The survey must culminate in the formulation of sound recommendations on actions for improvement of the NICD’s service levels.
Methodology
· Service provider will be required to design, develop, test and implement both the Customer Satisfaction Survey (CSS) and Internal Satisfaction Survey (ISS) tracking index, which ensures maximum ‘trackability’ year on year.
· Computer – assisted telephone interviewing (CATI) are suggested for external clients, although we are receptive to comments and recommendations around an alternative methodology.
· The internal survey will take the form of a computer- base and /or paper-based self-completion questionnaire.
· The service provide must drive participation throughout the survey period.
· All the stakeholders will be informed prior to the survey process, and kept informed throughout the process and be aware of the purpose in order to get the buy-in and support.