Deadline date:
Friday 4 July 2025
Requirement Title: Video Conferencing Technician
Location of Performance: Mons, BELGIUM on site
Not to Exceed Rate:
Total NTE 117,720 EUR
Period of performance:
2025 BASE: As soon as possible, not later than Aug 18th (tentative) to Dec 31st, 2025 with possibility to exercise the following options:
- 2026 Option: 1st Jan2026 until 31st Dec 2026
- 2027 Option: 1st Jan 2027 until 31st Dec 2027
- 2028 Option: 1st Jan 2028 until 31st Dec 2028
Special Terms and Conditions: Travel might be required to other NATO locations
INTRODUCTION:
This Statement of Work (SoW) defines the objectives, scope of work and milestones required to be achieved by the company and the performance based contractor in regards to their role attached to the NDWC Personal Workspace team. The expectation from the deliverables is to support the team that is responsible to deliver the Voice and Video Conferencing service. Via this SoW. The defined deliverables of this SOW require the contractor to participate in most of the tasks that the day to day work mandates, in order to ensure the effective and efficient service operation. Practical arrangements are described below, in accordance with what the above-mentioned team applies on a daily bases.
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.
Shared Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:
- Workstream collaboration including email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.
- Voice and Video conferencing server backend and frontend devices and rooms, maintenance, management, operation and troubleshooting across multiple separate networks of different classifications
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.
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
- Level 3 provided by centralized team of engineers.
The purpose of this SoW is to define the requirements on the deliverables that the bidding company should provide.
The NATO Communications and Information Agency (further referred to as “Purchaser”) is seeking a qualified Service provider to provide efficient and effective deliverables that will be completed in form of tasks that include service operation support including but not limited to Incident and Service Request management, systems updates, troubleshooting and monitoring, participation in planned service improvement initiatives (those which will be referred as Service)for the Shared Workspace, V2 (voice & Video) team.
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 collaboration area.
- Ensure healthy and functional backend environment providing to the devices end users consume the services with the security and functional requirements.
- Improve the fault tolerance and disaster recovery of the IT systems by implementing continuous service improvement initiatives, thus enhancing the overall business continuity.
- Improve the maturity of the IT Operations by standardizing and optimizing activities and documenting procedures.
During performance of the contract, the Contractor personnel will act as part of the Purchaser’s IT support organization.
SCOPE OF WORK
The SOW covers the following activities and tasks to be executed:
- Incident Management
- Provide prompt, professional, and effective resolution of technical issues (including incidents) escalated from Level 2 and (in some cases) Level 3 support and end users on all security domains for all encompassed Area of Responsibility (AOR) of the Service;
- Liaise with other teams in troubleshooting technical issues at various levels (network, backend, frontend, firewalls)
- Perform root cause analysis in order to reduce repeating/recurring technical issues
- Request Fulfillment
- Implement approved service requests and change requests (e.g. creation of new resources/configuration items, alteration of existing resources/configuration items).
- Maintenance
- Implement security measures (patches, updates, etc..) on the systems manually with no to minimal downtime.
- Perform all administration and maintenance tasks required at the backend and frontend as a Subject Matter Expert to ensure the availability, continuity and optimum performance.
- Bring the backend systems (and if software exists also frontend devices) to the latest software version released by the vendor and approved by NATO authorities
- On-Call Duties
- Certain periods of the contract period, to be decided by the unit manager, be ready and available after workhours during the week and the whole day during the weekend to be ready to provide support and resolve technical issues on all security domains for all encompassed Area of Responsibility.
- Continual Service Improvement
- Improve backend and frontend maintenance activities; monitoring tools and implementation of security measures resulting in minimal to no service interruption.
- Continuously improve the quality and efficiency of IT services by monitoring and maintaining healthy backend and frontend environment thus reducing the need for support.
- Identify and provide opportunities for continuous service improvements. Activities and tasks mentioned above will either have combinations or single focus based on the requirements of the organization at each Work Package.
This contract will be active immediately after signing of the contract by both parties.
The period of performance is from June 9th (tentative) to Dec 31st, 2025.
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:
- Option 2026 – up to 12 work packages with period of performance from 01 January 2026 until 31 December 2026;
- Option 2027 – up to 12 work packages with period of performance from 01 January 2027 until 31 December 2027;
- Option 2028 – up to 12 work packages with period of performance from 01 January 2028 until 31 December 2028;
- PLACE OF PERFORMANCE
The working environment is a typical office working environment designated as Class II or Class I security area.
- WORKING HOURS
The Purchaser’s official holidays may differ from the public holidays in the Host Nation.
- TRAVEL
Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed.
- PURCHASER FURNISHED EQUIPMENT (PFE)
The Contractor staff shall follow Purchases policies, procedures and take due care of the Purchaser furnished equipment.
- ON CALL
REQUIREMENTS:
- GENERAL REQUIREMENTS
- The contractor shall manage and be responsible for all Contractor personnel.
- The Contractor’s personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
- The Contractor’s personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.
- The Contractor’s personnel shall be courteous and professional in dealing with NATO and Purchaser’s staff.
- The Contractor’s personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.
- The Contractor’s shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
- The Contractor shall seek Purchaser’s approval prior to appointing new personnel to work under this Statement of Work.
- 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.
- The Contractor shall handle the Purchaser’s furnished equipment (PFE) with due care.
- The Contractor shall operate the equipment following the manufacturer’s requirements.
- The Contractor shall minimize the impact to the end users during the execution of the work.
- The Contractor shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.
- The Contractor’s personnel will report to and receive guidance from Purchaser Point of Contact on-site, Service Owner and assigned immediate supervisor.
- 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.
- The Contractor’s personnel shall liaise with other Purchasers’ support teams as necessary.
- The Contractor’s personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchaser’s procedures and observe relevant KPIs.