2025-0195 Service Performance Dashboard Development (NS) BELGIUM - 14 Jul

Deadline Date:  Monday 14 July 2025
 
Requirement:   Service Performance Dashboard Development
 
Location:  Braine-l’Alleud, BELGIUM
 
Time On-Site:  100%
 
Not to Exceed:  2025 NTE: 117,000€
 
Period of Performance:  2025:18 August 2025
 
Required Security Clearance:  NATO SECRET
 
Overall Project Scope
The scope of this Contract includes 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 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.

• The Contractor shall produce User Personas describing the fictional, yet realistic, target users of the Dashboard. Purchaser will appoint exemplary “user” representatives amongst the dashboard audience for the Contractor to compile User Personas through surveys and using questionnaires.
• The Contractor shall produce a Wireframe Prototype, which is a visual representation of the skeletal framework of the Dashboard, focusing on layout, content, and functionality without the detailed visual design elements.
• The Contractor shall assist in maintaining a KPI Specification document describing how the individual KPIs of each service will be combined into a single KPI for the service, the service group, the service provider, the location and the entity.
• The Contractor shall contribute to the detailed design for a centralised, fully managed service performance dashboard (including a style guide, a component library and a pattern library) intended to manage visual design at scale using reusable components and patterns.
• The Contractor shall produce a design documentation package describing the technical infrastructure needed for the Dashboard (focusing on all the layers of the technical stack: application, platform and infrastructure - both hardware and software, at the level of detail needed to start the procurement, if additional hardware/software is needed), the data providers and the data sources, the interfaces exposed/used by the Dashboard and the feeding mechanisms.
• The Contractor shall perform the required tasks as managed in line with Agile project principles.
• The Contractor shall produce a monthly progress update report.

• The Contractor shall install all components of the Service Performance Dashboard in accordance with project requirements and Purchaser-approved designs.
• The Contractor shall carry out all activities as planned within Agile Project lifecycle.
• The Contractor shall deliver implementation tasks as planned in Sprints.
• The Contractor shall test the deliverables after implementation.
• The Contractor shall assure that all data sources are managed through ETL (Data Extraction, Transfer & Loading) Process, they are visualized in the Dashboard and data accuracy is maintained.
• The Contractor shall generate User Manuals describing how to navigate the Dashboard (for the data consumers) and how to feed the data (for the data providers)
• The Contractor shall document “As-built Use Case Specification”, which is a set of Use Cases describing the "as-built" functional requirements of the Dashboard. For completeness, this document will include also the "as-built" non-functional requirements of the Dashboard.
• The Contractor shall document “As-built Technical Design”, which is the as-built version of the Technical Design that will have been produced during the Concept phase.
• The Contractor shall perform the required tasks as managed in line with Agile project principles.
• The Contractor shall produce a monthly progress update report

• 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.
• The Contractor shall produce a Project Completion report.

• 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.

• All 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.

• Work under this Contract is to be performed by the Contractor on site at the following Duty Location: Braine-l’Alleud, Belgium
• Travel: The cost of travel and subsistence in/to the Duty Location shall be included in the bidders’ quote.
• The consultants may be required to travel to other NCIA locations other than the stated duty location where required by the project. NCIA shall cover the costs of such travel in accordance with the NCI Agency’s prevailing travel policy at the time of travel.
• Travel arrangements will 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.

• All work under this contract, both oral and written, is conducted in English.
• Proficiency in the English language (listening, speaking, reading and writing) is required.

• This Contract requires personnel with highly specialist skills to execute and complete the work.
• The Contractor shall ensure Contractor’s personnel to hold valid NATO SECRET security clearances for the duration of the contract period of performance, and shall submit this documentation to Purchaser.
• The Contractor shall provide the professional information to the Purchaser regarding the proposed candidate personnel and shall arrange the requested interviews by the Purchaser
• The Purchaser will interview the proposed personnel and approve their joining to the team
• Work on the Contract shall be performed on-site at the Duty Location indicated.
• Travel to the Duty Location shall be included in the price of this Contract.
• Office space and computer equipment shall be provided by NCI Agency at the specified Duty Location.
• Extraordinary travel (Purchaser Directed Travel) may be required to other NATO or non-NATO locations as necessary. Purchaser directed travel to non-Duty locations shall be subject to NCIA Admin Directive 14.03 – Travel on Official Duty.
• NATO shall retain the intellectual property rights for all products developed in relation to this contract.
• 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. 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.

• In the performance of all work under this Contract, it shall be the Contractor's responsibility to ascertain and comply with all applicable NATO security regulations as implemented by the local Security Officer.
• The Contractor’s personnel shall work under all reasonable conditions as agreed between the Contractor and the Purchaser.
• The Contractor’s personnel may not be voluntarily diverted by the Contractor to perform work outside of the Contract.
• The Contractor shall work in coordination with the Purchaser’s delivery team.
• The Contractor’s personnel shall take direction from the appointed Purchaser Project Manager, or the designated alternate, and Technical Lead.
• The Contractor’s personnel shall abide by the project plan, schedules and priorities as dictated by the Purchaser’s appointed Project Manager and Technical Lead.
• The Contractor shall follow the Project Manager and Technical Lead’s directions with respect to project rhythms, status, and other reporting requirements related to project progress.
• The Contractor shall abide by the requirements outlined in the project’s Requirements Traceability Matrix (RTM).
• The Contractor’s personnel shall review the project’s RTM, as per the Technical Lead’s directions, and abide to its contents for the implementation of the work under this Contract.
• The Contractor shall support the Purchaser in the necessary tasks for the implementation of a Change and Configuration Management toolset for project use.
• The Contractor shall review and provide written feedback on various Purchaser produced documentation, including but not limited to project schedule, high level designs, detailed designs, as built documentation, and training material.
• The Contractor’s personnel shall interface with other teams as required for the correct execution of this Contract.
• The Contractor shall submit any required change requests as necessary, using the Purchaser furnished equipment and processes.

• Provide identification to all Contractor personnel who have at least a NATO Secret Clearance to allow them unescorted access within Purchaser facilities;
• Provide the Contractor’s personnel with office space and furniture;
• Provide the Contractor’s personnel with materials for NATO SECRET network access, where required, and materials for NATO RESTRICTED network access with internet access functionality;
• Inform the Contractor’s personnel of any major changes / issues that may affect the contract deliverables.
• Provide the Contractor’s personnel with instruction and guidance (within the limits of this scope of work), certification of task execution, processing CIS requests.
• Prioritise execution of tasks assigned to the Contractor personnel as per the current contract. The work to be performed will be mutually agreed with the Purchaser identified project team on a weekly basis and shall depend on the project activities and needs.
• Countersign the Delivery Acceptance Sheet(s) confirming that the work completed by the Contractor’s personnel is satisfactory and acceptable for payment.
• In some circumstances, e.g. absence, some of the activities listed above may be delegated.

• Extensive experience in dashboard development and maintenance;
• Experience designing and developing the data Extract, Transform and Load (ETL) activities;
• Sound knowledge and wide-experience with KPIs and formal reporting via Dashboards;
• 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;
• 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;
• Sound experience in reporting and use of BI tools;
• Advanced organizational skills and analytical approach to problem solving;
• Sound knowledge and experience with monitoring tools and techniques on measuring service performance.
• Experience in generating technical documentation aiming for both technical and non-technical audience.
• Knowledge and experience configuring CMDB reconciliation and normalisation jobs, and optimising performance of such jobs;
• Experience building Remedy ITSM on Microsoft technologies (Windows server 2016 and MS SQL Server 2016 and above versions);
• Understanding of infrastructure solutions hosting Service Management tools and technology, including understanding of market leading database solutions (including but not limited to MS SQL and Oracle), hypervisor solutions, storage solutions and load balancing solutions.

• 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.

• All 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.

• Proficiency in the English language (listening, speaking, reading and writing) is required.