2025 - 0254 Project Support (EBA, SNOW, Etc.) (NS) - FRI 29 Aug

Project Support Role

This statement of work (SoW) defines the objectives, scope of work, and milestones required to be achieved by the company and the performance based contractor in regards to their role attached to the NDWC Personal Workspace team. The expectation from the deliverables is to support the team that is responsible for delivering the AV/V service via this SoW. The defined deliverables of this SOW require the contractor to participate in most of the tasks that the day to day work mandates, in order to ensure the effective and efficient service operation.

NATO Digital Workplace Centre (NDWC), part of NCI Agency, 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. Shared Workspace service area deliver the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:

• The shared workspace (SWG) provides a persistent, shared conversational workspace that helps NATO staff initiate, organize and complete their daily work.
• The shared workspace group aims to deliver added value services, in all security domains, to its customers both in NATO Enterprise and outside, that facilitates collaboration and consultation in real time audio and video, AV services and printing services, as well as screen to paper services.
• The services integrate with other services and enable NATO-specific functional applications higher up the software stack.
• Through several on-going streams of work in Q4'24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.

The purpose of this SoW is to define the requirements on the deliverables that the bidding company should provide. The NATO Communications and Information Agency (further referred to as "Purchaser") is seeking a qualified Service provider to provide efficient and effective deliverables that will be completed in form of tasks that include service operation support including but not limited to incident and service request management, systems updates, troubleshooting and monitoring, project implementation, participation in planned service improvement initiatives (those which will be referred as Service) for the Shared Workspace, V2 (voice, video & AV/V) team.

With this SoW, the Purchaser aims to achieve the following objectives:

• Leverage industry expertise and best practices in installation, configuration, monitoring and daily operation of commercial off the shelf (COTS) technologies and software in the collaboration area.
• Ensure healthy and functional backend environment providing to the devices end users consume the services with the security and functional requirements.
• Improve the fault tolerance and disaster recovery of the IT systems by implementing continuous service improvement initiatives, thus enhancing the overall business continuity.
• Improve the maturity of the IT Operations by standardizing and optimizing activities and documenting procedures.

To achieve these objectives, the Purchaser is looking for qualified resource to support with administrative activities of the projects with estimation that the contract period will require work effort that is equal to 1 person. During performance of the contract, the Contractor personnel will act as part of the Purchaser's IT support organization.

The SOW covers the following activities and tasks to be executed:

• Support in creation of the Purchase Requests (PR), Internal Requests (IR) in our internal system (EBA), also following up the lifecycle of PRs.
• Support in the receipting process into internal system (EBA) and also creation of the work confirmation for the payment of the invoices.
• Support with tracking the hours allocated to the project team in the support of the projects in our internal system Service Now (SNOW).
• Support with preparing the necessary paperwork to bring in third party contractors (from HP, Cisco, etc.) to the different NATO facilities but mainly BLA and SHAPE.
• Support in preparing and managing the paperwork for the creation of new NATO CIS accounts for third party contractors and all the other processes related to that.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (Annex B). Invoices shall be accompanied by the Certificate of Acceptance (Annex A) signed by the Contractor and Purchaser's authorized point of contact. The Purchaser reserves the possibility to exercise a number of options described herein, based on the same performance period deliverable cost, at a later time, depending on the priorities and requirements.