Deadline Date: Wednesday 16 October 2024
Requirement: Desktop Engineering Support with Specialization in Technical Writing
Location: Braine L'Alleud, BE
Full Time On-Site: Yes
Time On-Site: 100%
Period of Performance: 2024 BASE: As soon as possible not later than 1st November 2024 (tentative) – 31st December 2024 with possibility to exercise the following options:
2025 Option: 1st January 2025 until 31st December 2025
2026 Option: 1st January 2026 until 31st December 2026
2027 Option: 1st January 2027 until 31st December 2027
2028 Option: 1st January 2028 until 31st December 2028
Required Security Clearance: NATO SECRET
PART 1 – BIDDING INSTRUCTIONS
1. Bidding Instructions
A) Technical Proposal
Bidders shall submit a proposal clearly providing the following information:
a. CVs of the assigned resource(s) for the project. Each CV shall contain accurate contact details for reference person(s) for each of the listed professional experiences relevant to this Statement of Work.
b. The CVs shall clearly distinguish if the proposal is for Key Personnel or not.
2. Award
Contract shall be awarded under the AAS Framework Contract – CO-115786- AAS+ - Market Place 1.
1. PURPOSE
The purpose of this Statement of Work (SoW) is to describe the services for desktop computing engineering support required by the Purchaser.
The NATO Communications and Information Agency (further referred to as “Purchaser”) is seeking a qualified Service provider to provide efficient and effective desktop computing engineering support services (further referred to as the Service) focused on commercial technologies augmenting the capabilities of the Purchaser.
2. BACKGROUND
NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace, which enable NATO staff members to connect, communicate, and collaborate.
Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:
- Windows-based and iOS/iPadOS-based end user device provisioning, management, operation, and lifecycle across multiple separate networks of different classifications and various form factors;
- Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.
The services integrate with other services such as print/scan/copy, voice, video-teleconference (VTC), collaboration portals and enable NATO-specific functional applications higher up the software stack.
Through several on-going streams of work in Q4’24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.
2.1. PURCHASER SUPPORT STRUCTURE
The Purchaser support structure is organized in three levels:
- Level 1 support provided by virtual Centralized Service Desk;
- Level 2 touch-labor and more specialized support provided by CIS Support Unit or IT Service Kiosk;
- Level 3 provided by centralized team of engineers.
3. OBJECTIVES
With this SoW, the Purchaser aims to achieve the following objectives:
- Leverage industry expertise and best practices in installation, configuration, monitoring and daily operation of commercial off the shelf (COTS) technologies and software in the end user computing area.
- Ensure healthy and functional end user computing environment providing to the end users devices that are compliant with the security and functional requirements.
- Improve the fault tolerance and disaster recovery of the IT systems thus enhancing the overall business continuity.
- Improve the maturity of the IT Operations by standardizing and optimizing activities and documenting procedures.
To achieve these objectives, the Purchaser is looking for qualified Technical writer with estimation that the number of sprints require one person.
During performance of the contract, the Contractor personnel will act as part of the Purchaser’s IT support organization.
4. SCOPE OF WORK AND ASSOCIATED DELIVERABLES
Considering the extended period of execution and the rapid evolution of the commercial technologies and their use in NATO, the execution of the work in this SoW is measured in sprints, where each sprint is defined as deliverables produced by one person planned for a duration of one calendar week. The detailed tasks in each sprint will be determined at the start of each sprint by the Purchaser’s authorized point of contact following the Scope of Work defined herein, and documented in writing.
4.1. SCOPE OF WORK
The SoW covers the following activities and tasks:
4.1.1. Develop, update, disseminate and maintain internal technical documentation
A) Create, update, and maintain various documentation types such as policies, procedures, SOPs, and SDPs, SOI. Ensure documents are comprehensive and adhere to organizational standards;
B) Ensure Accuracy and Accessibility - regularly review and update documentation to maintain accuracy and relevance. Ensure all documentation is accessible and easily understood by intended users.
4.1.2. Ensure coherency of the documentation in the team
C) Identify and address Documentation Gaps - Proactively identify missing or outdated documentation and develop new materials to address these gaps, ensuring coverage of all necessary processes and procedures.
D) Process Validation - Validate processes documented to ensure they are logical, effective, and aligned with organizational goals. Adjust or update documentation as needed.
E) Validate the documents - Implement thorough reviews and checks to ensure documentation is clear, actionable, and free of ambiguities. Ensure documentation is achievable and practical for users.
F) Quality Assurance - Perform quality checks, conduct peer reviews, and ensure all documentation complies with organizational standards. Implement quality control measures for accuracy and consistency.
4.1.3. Improve documents
G) Stakeholder Coordination - Collaborate with stakeholders to gather information, validate content, and ensure that all documentation accurately reflects current operational practices and procedures.
H) Continuous Improvement - Gather feedback on existing documentation and continuously update materials to improve clarity, usability, and relevance. Actively seek opportunities to enhance documentation quality.
I) Set up and maintain document management systems using Purchaser’s SharePoint system and Information and Knowledge management (IKM) rules. Organize folder structures, manage access controls, and perform routine system maintenance to ensure organized and secure documentation storage.
J) Training and Support - Provide training and support to staff on the use and importance of documentation. Ensure proper adherence to procedures by educating team members on documentation protocols.
4.1.4. Improve the maturity of the IT Operations
K) Assist with resolving and delivery backlog activities/ projects on Kanban system.
L) Provide minimum 2 Continued Service Improvements (CSI) in the area of work per 4 sprints.
4.2. DELIVERABLES AND PAYMENT
The payment shall be dependent upon successful acceptance of the Certificate of Acceptance – (Annex A).
Invoices shall be accompanied by the Certificate of Acceptance (Annex A) signed by the Contractor and Purchaser’s authorized point of contact.
The Purchaser reserves the possibility to exercise a number of options described herein, based on the same sprint deliverable cost, at a later time, depending on the priorities and requirements.
The following deliverables are expected from this statement of work are described below.
4.2.1. BASE 2024: period of performance 01 November 2024 (tentative) – 31 December 2024
Deliverable 01: 7 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is calculated considering a starting date 01 NOV 2024. This will be adjusted based on actual starting date.)
Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be accompanied documented in a Certificate of Acceptance (Annex A), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor.
4.2.2. 2025 OPTION: period of performance 01 January 2025 – 31 December 2025
Deliverable 01: 52 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is estimated, this will be adjusted based on actual requirements and available funding.)
Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be documented in a Certificate of Acceptance (Annex A), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor.
4.2.3. 2026 OPTION: period of performance 01 January 2026 – 31 December 2026
Deliverable 01: 52 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is estimated, this will be adjusted based on actual requirements and available funding.)
Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be documented in a Certificate of Acceptance (Annex A), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor.
4.2.4. 2027 OPTION: period of performance 01 January 2027 – 31 December 2027
Deliverable 01: 52 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is estimated, this will be adjusted based on actual requirements and available funding.)
Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be documented in a Certificate of Acceptance (Annex A), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor.
4.2.5. 2028 OPTION: period of performance 01 January 2028 – 31 December 2028
Deliverable 01: 52 sprints of Desktop engineering support with specialization in end user system administration and maintenance (Number of sprints is estimated, this will be adjusted based on actual requirements and available funding.)
Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be documented in a Certificate of Acceptance (Annex A), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor.
5. SCHEDULE
This task order will be active immediately after signing of the contract by both parties.
Base period of performance is from 01 November 2024 (tentative) until 31 December 2024.
The Purchaser reserves the right to exercise the following additional options under the same conditions with price per sprint determined by applying the price adjustment formula as outlined in CO-115786-AAS+ Special Provisions article 6.5.:
Option 2025 – up to 52 sprints with period of performance from 01 January 2025 until 31 December 2025;
Option 2026 – up to 52 sprints with period of performance from 01 January 2026 until 31 December 2026;
Option 2027 – up to 52 sprints with period of performance from 01 January 2027 until 31 December 2027;
Option 2028 – up to 52 sprints with period of performance from 01 January 2028 until 31 December 2028.
6. PRACTICAL ARRANGEMENTS
6.1. PLACE OF PERFORMANCE
The deliverables will be produced on-site at Purchaser’s premises in Braine L’Alleud, Belgium or in SHAPE, Mons, Belgium.
The working environment is a typical office working environment designated as Class II or Class I security area.
6.2. WORKING HOURS
The Contractor staff is expected to follow the Purchaser’s working hours—Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchaser’s official holidays.
The Purchaser’s official holidays may differ from the public holidays in the Host Nation.
6.3. TRAVEL
Depending on Purchaser’s priorities, travel may be required to both NATO and non-NATO nations.
Travel expenses will be reimbursed in accordance with AAS+ framework contract provisions and applicable NCIA Travel Directive, in addition to the not to exceed ceiling mentioned in this SOW.
6.4. PURCHASER FURNISHED EQUIPMENT (PFE)
Purchaser will provide to the Contractor staff standard IT work position setup to allow access to the necessary networks, IT systems and tools.
The Contractor staff shall follow Purchases policies, procedures and take due care of the Purchaser furnished equipment.
6.5. MEETINGS
The Contractor’s personnel shall participate, at no additional cost, at a minimum to the following
meetings:
6.5.1. Weekly sprint planning and retrospective meetings
The meeting is focused on IT operations technical matters and typically take place virtually on the Purchaser’s own network.
7. REPORTING
7.1 At the end of each sprint, the Contractor shall report the completion and achievements to the Purchaser point of contact via email for each resource providing services under this SoW.
7.2 At the end of each fourth sprint, the Contractor shall deliver Certificate of Acceptance (Annex A) for Purchaser approval and signature for each resource providing services under this SoW.
7.1. QUALITY ASSURANCE CHECK
7.1.1 The deliverables shall be produced within the sprint as requested and be of satisfactory quality to avoid re-work, ensure the achievement of the objectives stated herein (i.e. following vendor, industry and NATO best practices and requirements) and sprint-specific tasks.
7.1.2 The Purchaser reserves the right to request change of Contractor personnel in case at least two sprints out of four consecutive sprints have non-satisfactory deliverables.
7.1.3 The Purchaser reserves the right to request change of Contractor personnel in case of non-compliance with requirements of this SoW (e.g. unprofessional behavior, etc.)
7.1.4 The Purchaser reserves the right to terminate future sprints in case the Contractor fail to provide a suitable replacement person.
8. REQUIREMENTS
8.1 The Contractor shall manage and be responsible for all Contractor personnel.
8.2 The Contractor’s personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
8.3 The Contractor’s personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
8.4 The Contractor’s personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.
8.5 The Contractor’s personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.
8.6 The Contractor’s shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
8.7 The Contractor shall seek Purchaser’s approval prior to appointing new personnel to work under this Statement of Work.
8.8 The Purchaser will support the Contractor’s personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractor’s personnel at least 30 days in advance.
8.9 The Contractor shall handle the Purchaser’s furnished equipment (PFE) with due care.
8.10 The Contractor shall operate the equipment following the manufacturer’s requirements.
8.11 The Contractor shall minimize the impact to the end users during the execution of the work.
8.12 The Contractor shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.
8.13 The Contractor’s personnel will report to and receive guidance from Purchaser Point of Contact on-site, Service Owner and Service IT Operations Lead.
8.14 The Contractor’s personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.
8.15 The Contractor’s personnel shall liaise with other Purchasers’ support teams as necessary.
8.16 The Contractor’s personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser’s procedures and observe relevant KPIs.
8.1. CONSTRAINS
8.1.1 All the deliverables provided under this statement of work will be based on Purchaser templates or agreed with the Purchaser’s Point of contact.
8.1.2 All scripts, documentation, etc. will be stored under configuration management and/or in the provided Purchaser tools and systems.
8.1.3 Part of the work will involve handling classified networks, therefore, a valid security clearance at NATO SECRET level is required for the Contractor’s staff undertaking this project.
8.2. SPECIFIC REQUIREMENTS
[See Requirements]
9. GOVERNANCE
9.1. PURCHASER’S KEY ROLES
The following personnel is considered Key personnel in the context of this SoW:
Service Owner – the person accountable for the end-to-end delivery of the IT services. Unless decided otherwise, the Service Owner is the Purchaser’s designated representative to sign the acceptance documents under this SoW.
Service Delivery Manager – the person responsible for delivering the assigned IT service(s) on a day-to-day basis.
Service IT Operations lead – the person responsible for the Level 3 support engineering team. The Service IT Operations lead will provide technical guidance to the Contractor’s personnel.
Same person may perform more than one role.
9.2. CONTRACTOR’S KEY ROLES
The Contractor shall assign a project (or service) manager for the duration of the work under this SoW.
The Contractor’s Project Manager shall be the single point of contact for any matters related to this SoW.
The Contractor shall strive to maintain the same person for as long as possible.
The Contractor shall seek Purchaser’s approval prior to appointing new Project Manager. When the reasons to appoint a new Project Manager are beyond Contractor’s control, the Contractor shall inform the Purchaser at least 30 days in advance.
9.3. ESCALATION
For matters related to this SoW except contractual matters, the Contractor shall follow the escalation procedures as follows:
The first point of contact is the Purchaser’s site point of contact.
The first escalation point is the Purchaser’s Service Delivery Manager.
The second escalation point is the Purchaser’s Service Owner.
The Contractor shall escalate all contractual matters as per the Contract General and Special provisions to the Purchaser Contracting Officer and inform the Service Owner.
Requirements
8.2. SPECIFIC REQUIREMENTS
To efficiently and effectively deliver the Service, the Contractor personnel shall possess at a minimum qualifications and skills in the following areas:
