Deadline Date:
Tuesday 10 June 2025
Requirement:
Project Support Services
Location:
The Hague, NETHERLANDS
Time On-Site:
100%
Not to Exceed:
2025 BASE: NTE 172,800 EUR (24 sprints, NTE/sprint 7,200 EUR) 2026, 2027 and 2028 Options
Period of Performance:
2025 Base: 14 July 2025
Required Security Clearance:
NATO SECRET
Purpose:
- The purpose of this Statement of Work (SoW) is to describe the Project Support services required by the Purchaser.
- The NATO Communications and Information Agency (NCIA, further referred to as “Purchaser”) is seeking a qualified Service provider to provide efficient and effective Project Support Services.
- NATO Digital Workplace Centre (NDW Centre), part of NCIA, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by provisioning a feature-rich Digital Workplace, which enables NATO staff members to connect, communicate, and collaborate.
- NDW Centre Project Management are contributing to several major projects that are enhancing the NCIA services and leading the user transition of the end users to the new enhanced services at multiple NATO locations. Projects are organized based on PRINCE2 principles.
With this SoW, the Purchaser aims to achieve the following objectives:
- Project Management Support: Provide comprehensive assistance to the Project Manager (PM) throughout the project implementation lifecycle
- Reporting and Performance Tracking: Generate, update, and maintain project-related reports and performance metrics, ensuring accurate and timely reporting using Purchaser tools
- Procurement and Financial Oversight: Manage and monitor procurement processes by tracking Purchase Requests (PRs) and Purchase Orders (POs) in EBA
- ServiceNow Project Administration: Ensure project data integrity, compliance, and up-to-date project schedules
During performance of the contract, the Contractor personnel will act as part of the Purchaser’s project structure(s).
Scope Of Work:
Considering the extended period of execution and the evolution of the project schedules, the execution of the work in this SoW is measured in sprints, where each sprint is defined as deliverables produced by one contractor planned for a duration of 4 weeks. The detailed tasks in each sprint will be determined at the start of each sprint during a sprint-planning meeting by the Purchaser’s authorized point of contact following the SoW defined herein and project milestones and schedule, and documented in writing.
The SoW covers the following service tasks:
Project Manager Support:
- Assist the PM during the Project Implementation stages.
- Co-ordinate and fulfill the Service support activities necessary to assist the PM in the meetings, take notes and minutes as required.
- Maintain a project documentation library ensuring strict version control and naming conventions are adhered to.
- Liaison between the PM and the BSM, CPMO, P3SM Teams as well as any third party suppliers.
- Assist with the creation of advice, training, reference materials, and other guidance relating to projects.
- Assist in compiling, maintaining and updating project plans, resource plans, risks and issues registers, as well as regular Project Status Reports.
- Manage and co-ordinate all access security forms and equipment forms required for any project personnel to access NATO sites.
- Manage and co-ordinate all ICT requests and tickets for project personnel.
- Generate Excel reports from EBA or from ServiceNow.
- Run PR-PO reports in EBA as per PM requests.
- Preparation of Monthly EPHRs (Electronic Project Health Report) known as PSR in SNOW.
- Create and follow up PRs in EBA under the direction of the PM.
- Perform the necessary maintenance for PRs to determine if the associated PO has been created and applied as required.
- Create receipts in EBA for hardware, software and services as required under the direction of the PM.
- Liaise with the Acquisition/ECAM/Warehouse stakeholders for receiving hardware and software licenses.
- Perform “Quality Checks” on the ServiceNow Plans, using a predefined Quality Checklist.
- Load resources in ServiceNow as per PM request.
- Run monthly checks in Work Package financials and present to the PM for assessment.
- Ensure project plans / schedules are up to date when receiving funds and update if necessary.
- Under direction of the PM, create and maintain project plans in ServiceNow.
- Maintain the Risk and Issues logs.
Place of performance:
- The deliverables will be produced on-site at the Purchaser’s premises in The Hague.
- The working environment is a typical office working environment designated as Class II or Class I security area.
- The Contractor staff is expected to follow the Purchaser’s working hours—Monday to Friday from 09h00 until 17h30 and observe the Purchaser’s official holidays.
- The Purchaser’s official holidays may differ from the public holidays in the Host Nation.
- Travel arrangements shall be the responsibility of the Contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.
- The 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 Purchaser’s policies, procedures and take due care of the Purchaser furnished equipment.
- At the end of each sprint, the Contractor shall report the completion and achievements to the Purchaser POC via email for each resource providing services under this SoW.
- At the end of each sprint, the Contractor shall deliver Delivery Acceptance Sheet (Annex A) for Purchaser approval and signature for each resource providing services under this SoW.
- 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 and sprint-specific tasks.
General Requirements:
- 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 the Purchaser’s staff.
- The Contractor’s personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.
- The Contractor shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.
- The Contractor shall seek the Purchaser’s approval prior to appointing new personnel to work under this SoW.
- The Purchaser will support the Contractor’s personnel with access to the IT systems as required.
- 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 bring immediately to the attention of the Purchaser POC any issues preventing the execution of the work.
- The Contractor’s personnel will report to and receive guidance from the Purchaser POC on-site and respective PM.
- 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’ teams as necessary.
- All the deliverables provided under this statement of work will be based on Purchaser templates or agreed with the Purchaser’s POC.
- All materials, documentation, etc. will be stored under configuration management and/or in the provided Purchaser tools and systems.
- 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.
Purchaser’s Key Personnel
The following are considered Key personnel in the context of this SoW:
- Head of Project Management – the person responsible to oversee and ensure the successful planning, execution, and delivery of projects across the NDW Centre.
- Project Manager – the person responsible for planning, executing, and overseeing projects to ensure they are completed on time, within scope, and within budget while meeting stakeholder expectations.
Contractor’s Key Personnel:
- Project Support Officer – the person responsible for delivering against the tasks identified in this SOW, on a Sprint by Sprint basis.
- Acquisition Officer – the person assigned as the Contractor’s POC for all matters for Period of Performance under this SoW.
- The Contractor shall strive to maintain the same person for as long as possible
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 POC.
- The first escalation point is the Purchaser’s Project Manager.
- The second escalation point is the Purchaser’s Head of Project Management.
Requirements:
- 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.
To efficiently and effectively deliver the Service, the Contractor personnel shall possess at a minimum qualifications and skills in the following areas:
- Experience (at least 3 years) and skills in project support function
- Experience and skills in project support in areas of planning coordination and reporting
- Excellent Microsoft Office (particularly Word and Excel) skills
- Experience and skills on creating reports
- Experience is capturing and submitting minutes
- Experience in a large international organization
- Experience of working with NATO, especially the NCIA
- Experience of placing and managing purchase requests in financial systems