Employee Assistance Programme (EAP) Services NEW

The City of Cape Town (CCT) is seeking qualified service providers for the provision of Employee Assistance Programme (EAP) services to its employees. The contract runs for 36 months from the commencement date and is intended to supplement the City's existing internal Employee Health and Wellness services. The service is targeted at approximately 32,000 permanent employees, along with their household members and immediate family members. The City's total workforce, including non-permanent staff, is approximately 45,000, but the outsourced services are reserved for permanent employees. The City intends to appoint two successful tenderers and one alternative tenderer. Tenderers must score a minimum of 60 out of 100 on functionality, with 80% of the total score weighted to price and 20% to preference points for specific goals.

The core requirements cover a broad range of wellness and support services. The successful providers must operate a clinical call centre available 24 hours a day, 365 days a year, offering assistance in all official South African languages. The service must maintain 99% monthly uptime on a toll-free line, answer 80% of calls within 20 seconds, and return unanswered calls within 60 minutes. Access channels must include telephone, email and WhatsApp as a minimum, with SMS and mobile or web applications optional. Counselling is short-term and solution-focused, limited to six sessions per client per problem area per financial year, and must be delivered by registered clinicians with face-to-face options. Trauma containment must be available within two to four hours, and trauma debriefing within 24 to 48 hours. The scope also includes telephonic life management services covering legal, financial and family care support, a managerial consultancy and referral service, and conflict mediation for up to three employees at a time. Providers must also plan and host two employee wellness and awareness events per contract year, attend City events, and produce promotional and marketing materials such as posters, flyers, digital artwork and branded items.

Reporting and governance obligations are substantial. The provider must supply a monthly raw data extract in Microsoft Excel format, access to a real-time or regularly updated dashboard for City users, and monthly, quarterly and annual reports. The provider must also attend monthly performance reviews, quarterly compliance reviews and annual contract reviews. Service level failures carry financial penalties of up to 5% of the monthly service cost. Professional registration of all clinical staff with the relevant statutory bodies, such as the HPCSA, SACSSP or SANC, is mandatory and subject to audit. Required insurance includes public liability cover of R20 million per claim and professional indemnity cover of R5 million. Tenderers must provide evidence of past EAP experience, operational call centre capability, and an independent audit letter confirming the number of clinical call centre staff and affiliates. A tender fee of R200 applies to hard copies of the document, but not to downloads. A non-compulsory clarification meeting is scheduled for 3 November 2026 at 11:00 via Microsoft Teams. Tenders close on 23 November 2026 at 10:00.