Deadline Date:
Monday 7 July 2025
Requirement: Service Performance Dashboard Development
Location:
Mons, BELGIUM
Time On-Site:
100%
Not to Exceed:
2025 Base: NTE 48,000 EUR (16 sprints at 2700 EUR/sprint NTE) Options: 2026 – 2027 - 2028 Options
Period of Performance:
2025 BASE: 18 August 2025
Required Security Clearance:
NATO SECRET
Introduction:
The NATO Cyber Security Centre (NCSC) is a team of over 200 members working to monitor and protect NATO networks. In the NCSC’s role to deliver robust security services to the NATO Enterprise and NATO Allied Operations and Missions (AOM).
The NCSC Service Delivery Support Section (SDSS) is dedicated to centralizing the coordination of cyber security services delivery in a matrix organizational environment. Our mission is to orchestrate the entire service lifecycle, ensuring that services align to and follow enterprise strategy, policy, and directives established by the NCI Agency management, Chief Operating Officer, Chief Service Operations, Chief Technology Officer, Finance and Acquisition departments. We work closely with Service Area Owners and Service Delivery Managers to enable standardized and effective service delivery. In order to execute this work, the NCI Agency requires support with the work undertaken by the NATO Cyber Security Centre (NCSC) in the area of Communications and Information System (CIS) security and cyber defence. This Statement of Work (SoW) specifies the required skillset and experience.
Scope and Objectives:
The aim of this SOW is to support NCSC with technical expertise specifically related to the Support the FMN Multinational CIS Security Management Authority with a deliverable based (completion-type) contract.
The scope of this Contract is to support the design and development of an Enterprise Service Performance Dashboard. For year 2025, this interactive Dashboard will display and analyse the service levels of all the cyber security services. This Dashboard is being developed under the lead of SMC with the participation of NCSC.
This Project will enable / produce:
- The development of the backend infrastructure and ETL process further to scan and collect data from any relevant sources through accessible environments,
- A methodology in designing dashboards and finally enable visualization of performance of the Cyber Security Services.
- A working dashboard, which allows the user to visualize the service performance of the implemented services, to find answers, drill down the data in a hierarchical breakdown from the level of entity, SLAs, services to the individual KPIs.
Scope of Work:
The aim of this SOW is to support NCSC with technical expertise specifically related to the operation and maintenance of Cyber Security Performance Dashboard Development with a deliverable-based contract.
For the provision of consistent support and the execution of the task, NCIA will get subject matter expertise from the industry with a service (deliverable based/completion type) based AAS framework contract in the delivery of requested capability.
The following table provides the expected deliverables under this contract. The deliverables are derived from the requirements of the overall project.
During the contract execution, due to interdependencies with other Work Packages, NCIA reserves the right to re-align the deliverables and associated delivery dates if the project so requires within the same scope as defined in the below table and the same price. The adjustment(s) will be within the scope of the contract and without exceeding the total value of the contract and shall be executed through a bilateral contract amendment.
These below are recurring activities, with the exception of A1 and A6 The contractor shall ensure that all tasks are supported on a continuous basis throughout the duration of the contract period.
Each provider of this service must pass an assessment to demonstrate proficiency before being approved to provide the service.
The product shall be written in English. The contractor’s personnel is required to have proficiency in English.
The measurement of execution for this service is sprints, with each sprint planned for a duration of 1 week.
Activity A.1: Pre-requisites:
The Contractor will:
- Participate in conducted orientation sessions to familiarize the service contractor with the organization's goals, culture, and processes.
- Request and enable access to necessary systems, tools, and resources (e.g., Power BI, databases) relevant to the project.
- Engage with a mentor or point of contact within the team to obtain all necessary support during the on-boarding.
- Learn the communication protocols, reporting structures, and meeting schedules.
- OUTCOME: The Contractor shall produce a Project Completion report.
The purpose of the KPI Catalogue activity is to document all the KPI’s and related metrics that are in place for the cybersecurity services.
- Under this activity the Contractor will:
- Identify and document all relevant KPIs for cybersecurity services.
- Establish measurement and data collection methods for each KPI.
- Document agreed thresholds, reporting frequency, and describe roles and responsibilities for KPI maintenance.
- OUTCOME: The Contractor shall produce a Project Completion report.
The purpose of the automate data collection and integration activity is to populate in the most automated way possible each dashboard data model with all underlying technical indicators necessary performance management. Under this activity the Contractor will:
- Develop scripts or configure tools to automate data collection from cybersecurity tools.
- Implement data validation and transformation processes.
- Schedule automated data import tasks and monitor for errors.
- Ensure overall data quality.
- OUTCOME: The Contractor shall produce a Project Completion report.
Activity A.4: Build cybersecurity services scorecards in Power BI:
The purpose of this activity is to develop and update when needed each individual cybersecurity service scorecard containing visualizations that best represents all related KPI. These scorecards and their visualizations shall target both internal and customer reporting needs, facilitating all regular reporting activities from NCSC. Under this activity the Contractor will:
- Maintain the Power BI data model and import all relevant data.
- Design Power BI templates tailored for each Service’s metrics and KPI’s.
- Create visualizations that best represent each KPI for insights.
- Validate scorecards with stakeholders for accuracy and effectiveness.
- Ensure for each Service that the dashboard supports both Internal and Customer relevant information.
- OUTCOME: The Contractor shall produce a Project Completion report.
The purpose of this activity is to ensure that the NCIA entity responsible for reporting the performance of cybersecurity services to all customers (SMC) have a replica of our data in their environment. The Contractor needs to agree and implement secure, reliable and regular transfers of data between the NCSC and SMC environments. Under this activity the Contractor will:
- Negotiate and implement data transfer protocols for integration of NCSC data into the SMC database.
- Ensure secure, reliable and regular data transfer between systems.
- Test and validate the data transfer processes.
- OUTCOME: The Contractor shall produce a Project Completion report.
Handover
The Contractor shall handover to Purchaser team; all developed designs, installation, configuration files and other deliverables stated in previous sections of this document. The Contractor can complete handover when all assigned Tasks are performed and approved by the Purchaser
OUTCOME: The Contractor shall produce a Project Completion report.
Each deliverable shall meet the following requirements:
- Intended Audience: the product shall be intended for Cyber Security Professional, Senior Military personnel and decision makers in the field of Cyber Security and Cyberspace Operations.
- Accuracy: the product shall accurately reflect what was discussed, decided, and action items assigned during the planning meeting.
- Clarity and Conciseness: Information shall be presented clearly and concisely, avoiding unnecessary jargon or complex language.
- Objectivity: the content shall be impartial and objective, presenting information without bias or personal interpretation.
- Structure: the product shall follow a logical structure, typically including sections such as agenda, attendees, discussions, decisions, action items, and any other relevant information, further directed by the IKM SG.
- Timeliness: the product shall be prepared and distributed promptly after the meeting, ensuring that information is fresh and actionable. It is expected a maximum of two times the length of the meeting for the time required to prepare and share the product to the meeting audience for initial review.
- Formatting: Consistent formatting shall be used throughout the document, including font style, size, headings, and spacing further directed by the IKM SG.
- Confidentiality: Sensitive information discussed prior, during and after meetings shall be handled in accordance with the NATO policy on Information Management.
Contractor’s personnel assigned to this contract by the Contractor are required to hold a valid NATO SECRET security clearance for the duration of the contract period of performance.
Practical Arrangements:
- The services under this SOW must be accomplished by ONE contractor for the entire performance period.
- The contractor will be required to work following the rules and regulations applicable for the operations of NATO CIS.
- Place of Performance: Service under this Contract is to be performed by the Contractor’s Personnel 100% on site in SHAPE, Mons.
- Travel: Initial Travel to the Duty Location (Mons) shall be included in the bidders’ quote. No travel is required for this service.
- Extraordinary travel, the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive. They will be invoiced separately to the purchaser by the service provider, in accordance with the terms and conditions of the framework agreement. These additional travel costs are considered an extra charge to the overall bid price
All Service under this contract, both oral and written, is conducted in English.
Constraints:
NATO is the owner and will retain the intellectual property rights for all products developed in relation to this contract.
Specific Expertise Required:
The following highly specialist expertise will be required for the execution of this contract:
One (1) Subject Matter Expert (Subject Matter Expert) with Power BI Dashboard Development skills and service performance reporting and KPI design and development knowledge and expertise.
Required Skills, Knowledge & Experience
Skills and Competences:
- Proficiency in the English language (listening, speaking, reading and writing) is required.
- 3+ years of experience in dashboard development and maintenance;
- 3+ years of designing and developing the data Extract, Transform and Load (ETL) activities;
- Sound knowledge and wide-experience with KPIs and formal reporting via Dashboards;
- 3+ years of experience in ETL activities in Dashboard development teams and working groups in military IT environments;
- Sound knowledge of Dashboard UX Design, Transition and Operation processes with proven experience on one of these processes;
- Sound knowledge of ITIL processes with proven experience on one of these processes;
- Sound knowledge and experience on IT Service Management;
- 3+ years of experience in writing ETL Deliverables, Requirements documentation and understanding translations into technical solutions;
- Excellent communication skills. Proven ability to effectively communicate orally and in writing, with good briefing skills;
- 3+ years of experience in reporting and use of BI tools;
- Advanced organizational skills and analytical approach to problem solving;
- Sound knowledge and minimum 3 years of experience with monitoring tools and techniques on measuring service performance.
- 3+ years of experience in generating technical documentation aiming for both technical and non-technical audience.
- Experience building Remedy ITSM on Microsoft technologies (Windows server 2016 and MS SQL Server 2016 and above versions);
- A minimum of 3 years recent experience of Power BI;
- A minimum of 3 years recent experience in Business Intelligence domain;
- A minimum of 3 years recent experience in ETL process and coding;
- ITIL 4 Foundation certificate beneficial.