2025-0326 IT IMACRDT Service (NS) TURKEY - 22 Oct

Please do  NOT  apply for any NATO contract positions unless you meet ALL the following criteria:

Any applications that do NOT meet all the above - and do not CLEARLY show these on the CV - will be deleted.

Background:

NATO Digital Workplace Centre (NDWC), part of NCIA, 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.
Personal Workspace service area, part of NDWC, delivers Personal and Shared Workspace user- facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:

• Windows-based and iOS/iPadOS-based end user device provisioning, management, operation, and lifecycle across multiple separate networks of different classifications and various form factors;
• Email and instant messaging server backend and client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.
• Print/Scan/Copy service using secure follow me printing capabilities;
• Personal and shared VoIP and VoSIP services providing communication capabilities to the Staff members.

The services integrate with other services such as video-teleconference (VTC), collaboration portals, financial and project management systems and enable NATO-specific functional applications higher up the software stack.
 
High-Level Objectives:
With this SoW, the Purchaser aims to resolve the problem statements by achieving the following high-level objectives (HLO):

HLO1 Streamline the entire process from end user standpoint of collecting, configuring, connecting, or moving hardware, by providing on-site end-to-end IT assistance thus saving end users the hassle of coordinating with multiple teams and managing logistics themselves.

HLO2 Efficiently and professionally, handle IT-related activities to assemble, connect or disconnect the user equipment at the designated work positions thus saving time for the involved IT operations teams.

The achievement of these objectives will collectively enhance the overall customer experience and add value to the Purchasers' services.
 
The Contractor, during the performance of the service under this SoW, will underpin and enhance the Purchaser's own service delivery towards the NATO and National entities located on LANDCOM campus.
 
Purpose:
NCIA (further referred to as "Purchaser") is seeking a qualified Contractor to provide IT IMACRDT Install, Move, Add, Change, Remove, Dispose, Troubleshoot) Service to NATO and National Entities, further in this document referred to as "the Service".
 
General Requirements:

• The Contractor is responsible for all related activities necessary to deliver the Service, including but not limited to reporting, scheduling, prioritizing, ensuring that the requests are performed within the accepted quality levels described herein, and collecting user feedback.
• The user equipment shall be safeguarded, protected and transported according to the applicable Purchaser's policies and procedures depending on the classification of the equipment.
• The user equipment shall be connected following the manufacturer's requirements, the Purchaser's policies and procedures depending on the classification of the equipment (e.g. distance observed between equipment with different classifications) and applicable health and safety rules (to avoid health and safety hazards during normal use).
• The Contractor shall manage and be responsible for all Contractor personnel.
• The Contractor personnel shall posses all necessary permits (e.g. work, residence) to perform the work in accordance with the applicable laws and regulations.
• The Contractor shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.
• The Contractor' shall possess valid Personal Security Clearances for the duration of the Contract performance.
• The Contractor shall be courteous and professional in dealing with NATO and Purchaser's staff.
• The Contractor 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 with access to the IT systems as required.
• The Contractor shall submit requests for change of Contractor at least 30 days in advance, during which period, the Contractor shall continue to provide the Service.
• The Contractor shall handle the Purchaser's furnished equipment (PFE) with due care.
• The Contractor shall make the necessary effort and arrangements to 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 on-site any issues preventing the execution of the work.
• The Contractor shall follow local procedures to obtain physical unescorted access, including the right to carry electronic equipment, to the Purchaser's premises where the Service is delivered and logical access to the networks in scope.
• The Contractor shall liaise with other Purchasers' support teams as necessary.
• The Contractor shall use the Purchaser 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.
• The Contractor shall use the Purchaser's IT support tools and systems as necessary and will have limited delegated privileges to perform the necessary activities.

Service Requirements:
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. Extended service outside business hours might be required as needed.
 
Days Of Operations:
The Contractor shall deliver the Service on all days except weekends and Purchaser'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 Purchaser's premises:

• NATO Izmir Campus comprising several NATO entities (LANDCOM, NCIASG 3NSB DCM-F).
• NATO Business continuity location several dozen kilometers away used on temporary basis.

The Purchasers' premises are typical office environment designated as Administrative, Class II or Class I Security Areas.
 
Travel Requirements:
Travel may be required to other Purchasers' locations on 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 NCIA Travel Directive.
 
Governance:
Purchaser's Key Roles:
The following personnel is considered Key personnel in the context of this SoW:

• Service Owner - the person accountable for the end-to-end delivery of the IT services. Unless decided otherwise, the Service Owner is the Purchaser's designated representative to sign the acceptance documents under this SoW.
• Service Delivery Manager - the person responsible for delivering the assigned IT service(s) on a day-to-day basis.
• Site Point of contact - the person designated as the primary site point of contact on a day-to-day basis.
• Same person may perform more than one role.

Contractor's Key Roles:

• The Contractor shall assign a project (service) manager for the duration of the work under this SoW.
• The Contractor's Project Manager shall be the single point of contact for any matters related to this SoW.
• The Contractor shall strive to maintain the same person for as long as possible.
• The Contractor shall seek Purchaser's approval prior to appointing new Project Manager following the candidate replacement procedure in accordance with the AAS+ Framework Contract provisions. The same procedure will be followed in case of replacement of any of the team members proposed.

Meetings:
The Contractor shall participate, at no additional cost, at a minimum to the following meetings:
Monthly progress meeting:
Monthly Progress meeting to review the Monthly Progress report, discuss areas for improvement, past and scheduled IT changes. The meeting may take place either virtually using public communication and collaboration tools (e.g. Microsoft Teams) or physically in Braine L'Alleud or Mons, Belgium.
The Contractor's Project Manager shall participate to this meeting.
 
Quarterly service review meeting:
The quarterly service review meeting to focus on contract performance, compliance with KPIs, areas for improvements in the overall work organization. The meeting may take place either virtually using public communication and collaboration tools (e.g. Microsoft Teams) or physically in Braine L'Alleud or Mons, Belgium.

The Contractor's Project Manager shall participate to this meeting.

While the preferred meeting format is virtual, the Purchaser reserves the right to request that a meeting take place physically at Purchaser's premises when the communication tools are insufficient to discuss the matters at hand. In such cases, the Purchaser will inform the Contractor at least 7 days in advance.
 
Escalation:
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 site point of contact.
• The first escalation point is the Purchaser's Service Delivery Manager.
• The second escalation point is the Purchaser's Service Owner.
• The Contractor shall escalate all contractual matters as per the Contract General and Special provisions to the Purchaser Contracting Officer and inform the Service Owner.

Purchaser Furnished Equipment:

• The Purchaser will provide standard work position setup to allow the Contractor to deliver the Service as necessary.
• The Purchaser will provide to the Contractor the user feedback tool and the necessary survey template to collect the user feedback.
• The Purchaser will provide to the Contractor the standard software baseline for the user equipment in scope.
• The Purchaser will provide personnel and equipment transportation between the places of contract performance.