3. Detailed Assessment Guidance

 

The following guidance ensures uniform interpretation of the scoring rubric:

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1. Confidentiality & Data Security (20%)

 

Committee should assess:

• Encryption strength (end-to-end, secure servers)

• Anonymity protections

• POPIA compliance documentation

• Internal access restrictions

• Data retention/deletion protocols

• Incident-response procedures

 

Score Guidance:

• 0–3: Major deficiencies or unclear measures

• 4–6: Basic protections but gaps evident

• 7–8: Strong, well-documented security

• 9–10: Excellent, industry-leading protections

 

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2. Accessibility & User Experience (15%)

 

Evaluate:

• Multilingual reporting channels

• Ease of interface (UX/UI)

• Rural, remote or low-bandwidth accessibility

• Support for persons with disabilities

• 24/7 service reliability

 

Score Guidance:

• 0–3: Limited access

• 4–6: Adequate but not inclusive

• 7–8: Strong accessibility features

• 9–10: Fully inclusive and user-centred

 

 

3. Independence & Ethical Governance (15%)

 

Assess independence and integrity:

• Ownership and governance structure

• Conflict-of-interest policies

• Transparent reporting and disclosure practices

• Absence of undue client influence

 

Score Guidance:

• 0–3: Weak independence

• 4–6: Partial independence

• 7–8: Strong safeguards

• 9–10: Fully independent with exemplary ethics

 

 

4. Case Management & Investigative Support (15%)

 

Assess operational capacity:

• Structured triage processes

• Timeliness of case-handling

• Documented processes for escalation

• Ability to facilitate dialogue between whistleblower and investigators

• Reporting dashboards and audit trails

 

Score Guidance:

• 0–3: Basic or informal processes

• 4–6: Standard but inconsistent practice

• 7–8: Strong operational systems

• 9–10: Advanced case-management excellence

 

 

5. Innovation & Technology Excellence (10%)

Evaluate:

• Technical sophistication

• Anonymous two-way secure chats

• Mobile platforms, apps

• Integration with ethics/compliance systems

• Scalability and reliability

 

Score Guidance:

• 0–3: Minimal innovation

• 4–6: Moderate

• 7–8: High innovation

• 9–10: Market-leading innovation

 

 

6. Demonstrated Impact & Effectiveness (15%)

 

Review:

• Case resolution rates

• Timeliness of reporting

• Evidence of leading to organisational improvements

• Testimonials or case studies

• System usage statistics

 

Score Guidance:

• 0–3: Minimal impact

• 4–6: Moderate, partially evidenced

• 7–8: Strong impact

• 9–10: Demonstrable, high-impact results

 

 

7. Whistleblower Support Orientation (5%)

 

Consider:

• Trauma-informed training for call-centre agents

• Referral pathways for psychosocial support

• Information provided to whistleblowers about rights and protections

• Sensitivity protocols

 

Score Guidance:

• 0–2: Limited support orientation

• 3–4: Good provisions

• 5: Outstanding, holistic support

 

 

8. Compliance, Accreditation & Standards (5%)

 

Assess compliance with:

• ISO 27001 or equivalent

• Industry or regulatory certification

• Third-party audits

• Documented internal policies

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Score Guidance:

• 0–2: Limited formal standards

• 3–4: Good adherence

• 5: Full certification & rigorous compliance​​​​​​

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