Deadline Date:
Tuesday 15 July 2025
Requirement:
Hardware Rollout and Configuration Support, and IT Service Kiosk
Location:
Ulm, GERMANY
Full Time On-Site:
Yes
Time On-Site: 100%
Not to Exceed:
No NTE, bidders to provide the price. Please see Bidding Instructions
Period of Performance:
01 September 2025
Required Security Clearance:
NATO SECRET
Background:
As of the 1st January 2025, The Joint Support Enabling Command (JSEC) Ulm, Germany, has embarked upon a major transformation from a NATO Force Structure entity to a NATO Command Structure entity. This necessitates that a number of JSEC personnel move from the National German IT systems associated services to Native NATO CIS and AIS IT services in order to fulfil their roles and responsibilities. The responsibly to manage the associated implementations, and operation and maintenance activities has been assigned to, and accepted by, the NATO
Communications and Information Agency (NCIA).
NCIA is currently in the planning phase of the overarching project and requires commercially provided resources to support the phased implementation, through a number of steps, of native NATO CIS services. Following the successful deployment of these systems, the NCIA will require commercially provided Early Lifecycle Support, via a contracted workforce, to ensure ongoing operational success and efficient management.
This Statement of Work outlines the scope, objectives, and deliverables for the Implementation and Early Lifecycle Support required providing the required native NATO CIS services to JSEC.
Objectives:
With this Statement of Work (SoW), the Purchaser seeks to address the identified problem statements by achieving the following high-level objectives:
- Successfully rollout of infrastructure, and end user equipment, ensuring that all necessary hardware and software are provided, and configured, for seamless operations.
- Establish and maintain a user-facing IT support system through an IT Service Kiosk, offering responsive and effective support to end-users for IT-related issues and requests.
Purpose:
NCIA (hereinafter referred to as the "Purchaser") is seeking a qualified Contractor to support the deployment of infrastructure and the rollout of workplace technology, as well as to establish and maintain an IT Kiosk Service, hereafter referred to as "the Service," to meet the Purchaser’s operational needs.
Service Description and Scope:
To achieve the high-level objectives, the Service is comprised of High-Level Tasks (HLT) and associated activities detailed below to be performed by the Contractor.
Implementation and Support Requirements:
The scope of this HLT is to support the NCIA in the successful delivery of all capabilities as per Annex A. At a minimum, the following activities are in scope of this HLT:
- Local logistical support (i.e. removing devices from delivery pallets and placing into its end point destination, assisting with asset and configuration management activities);
- Disposal of packaging material;
- Labelling of equipment and cabling (the Purchaser will provide the standardisation documentation to be adhered to);
- Cable patching of equipment (the Purchaser will provide the standardisation documentation to be adhered to);
- Assembly of end user equipment at user’s desk creating a fully functional work position;
- Mounting of devices;
- Deployment of infrastructure baselines, provided by the Purchaser;
- Deployment of client device baseline, provided by the Purchaser;
- Configuration, testing and connection of the device to the network (the Purchaser will provide the appropriate templates and criteria);
- Perform user acceptance tests (e.g. login with a temporary account) that ensure the previous steps in this work package are completed successfully;
- Produce and provide a report/checklist for each end user device (the Purchaser will provide the criteria);
Contractor’s use of purchaser’s toolset:
The Contractor’s personnel shall use the Purchaser IT support tools, and in particular, the Information Technology Service Management (ITSM) ticketing system, following the Purchaser’s procedures and from end-user standpoint will show as part of the Purchaser’s support structure.
Hours of operation:
The Contractor shall deliver the Service during Purchasers’ standard business hours – Monday to Thursday from 08h00 until 17h00 and Friday from 08h00 until 15h00. As an optional service, the Purchaser may elect to extend service coverage to weekends and official holidays. The Contractor shall include the cost for providing weekend coverage as a clearly itemized option within their bid. This option, if activated by the Purchaser, will cover
service delivery on Saturdays and Sundays and Official Holidays as well. The Purchaser reserves the right to activate this weekend and official holiday coverage option at any point during the contract term by providing written notice to the Contractor.
Days of operation:
Unless the Purchaser opts to activate the provision outlined above and, in accordance with the agreed procedure, communicates the requirement for weekend and holiday work, the Contractor shall deliver the Service on all days except weekends and Purchaser’s Customer’s site-specific official holidays. The list of official holidays can be provided on request.
Place of performance:
The Contractor shall deliver the Service in the following NATO premises:
- Joint Support and Enabling Command (JSEC), Stuttgart Straße, 89081 Ulm, Germany.
- The Purchaser’s Customer’s premises consist of typical office environments, classified as Administrative areas and designated as Class I or Class II Security Areas.
The Contractor’s personnel shall follow local procedures to obtain physical unescorted access, including the right to carry electronic equipment, to the NATO premises where the Service is delivered and logical access to the networks in scope.
Travel requirements:
- Travel may be required to other Purchaser’s locations on an exceptional basis.
- These additional travel costs are considered an extra charge to the overall bid price. The expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the applicable NCIA Travel Directive at the time of travel.
Performance of the services described in this SoW require a valid NATO SECRET security clearance prior to the start of the engagemen t.
Requirements:
Required Certifications:
When installation of the VTC suites commences, the personnel performing the installation shall possess the following certifications:
- Avixa Certified Technology Specialist Installer (CTS-I) or proved track record; demonstratin-AV installation expertise (minimum three (3) examples);
- Extron Control Professional;
- Extron Authorized Programmer;
- Extron Network AV Specialist;
- Extron NATO Code Baseline Training (provided on demand before install);
- Barco Certified Specialist - UniSee Installation (video wall specific).
send a certified replacement within 1 working day from the rejection. The Purchaser can revoke
non-certified staff. Should this even occur no additional costs for the labor time will be raised
against the SoW.