2025 - 0285 Project Implementation Support (NS) - WED 24 Sep
Nci Agency – Pan Migration To Nato Public Cloud Project
The PAN Migration to NATO Public Cloud project is organized under the NCI Agency Cloud Portfolio. The project aims to transition roughly 15,000 staff within the NATO Enterprise from the on-premises Public Access Network (PAN) to the NATO Public Cloud (NPCL). At the time of this engagement, the first major site (Norfolk VA, USA) will have transitioned and the project will continue to transition an additional 18 sites across various locations in the alliance.
One of the main objectives of the project is to support users who enrolled in NPCL environment recently at Norfolk location and provide early lifecycle support for the staff transitioning networks.
Under the direction of the PAN Migration to NATO Public Cloud Northwood implementation manager, the User Early Lifecycle Support Staff will provide various support activities during the rollout, including IT administration, first-line technical support, user-communication, ticket creation, technical troubleshooting, explanation of basic M365 functionality, and explanation of the specific NATO Public Cloud Environment.
The main objectives of this statement of work can be summarized as follows:
Provide early lifecycle support for users at Izmir, Turkey location:
Provide user-support for self-enrolment process,
Provide user-support for users seeking technical assistance from IT Kiosk
Perform troubleshooting through diagnostic techniques and pertinent questions
Training users in best practices
End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)
Direct unresolved issues to the next level of support.
Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment.
Pass on any feedback or suggestions by users to the appropriate internal channels
Identify and suggest possible improvements on procedures
Under the direction / guidance of the Cloud Operation Centre Manager, the Early Lifecycle Support staff will execute the following services:
1) Early Lifecycle Support
User support will be the core responsibility of the early lifecycle support (ELS) staff.
a) Guide users through the enrolment guide for each the enrolment of each of the end-devices (laptops, tablets, mobile phones, iPads)
b) Provide user-support for self-enrolment process,
c) Provide user-support for users seeking technical assistance from IT Kiosk
d) Perform troubleshooting through diagnostic techniques and pertinent questions
e) Training users in best practices
f) End user client hardware delivery, lifecycle and replacement imaging/re-imaging workstations (tablets, desktops, laptops, iPhones)
g) Direct unresolved issues to the next level of support.
h) Liaise with other NCI Agency service lines concerning to incidents resolution and requests fulfilment.
i) Pass on any feedback or suggestions by users to the appropriate internal channels
2) Admin and logistic support
Part of the enrolment is also a structured approach for the physical transport and handout of end-device to the end-users. To this end, the team will support the logistical element by:
a) Provide IT administrative tasks like account resets, attendance updates, issue log updates, and updates to the IMDB;
b) Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops;
3) Technical Advisory Resource and Change Management
a) Assists advising customers within the Area of Responsibility (AoR) on technical aspects of the service provision.
b) Assists developing technical, cost, and resource assessments for emerging requirements.
c) Manages and maintains the Time Accounting System in support of accurate tracking and reporting.
d) Performs Change Management activities to ensure proper evaluation, approval, and implementation of changes in accordance with established processes.
4) Continuous Improvement:
a) Identify areas for improvement in the enrolment process, documentation, and best practices;
b) Proactively identify potential vulnerabilities and coordinate preventive measures.
c) Contribute to the knowledge base of the implementation team
d) Ensure all information and registers are accurate and up-to-date.
The above services will be provided in multiple sprints.
The content and scope of each sprint will be agreed upon during the sprint-planning meeting, in writing, based on the activities mentioned above.
Each sprint is for a duration of 1 week.
The AGILE approach of this project requires a need to define a set of specific arrangements between the NCI Agency and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution and review processes, which are detailed below:
1. Sprint Planning:
Objective: Plan the objectives for the upcoming sprint
Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of upcoming sprints and review contractor`s manpower to meet the agreed deliverables.
Set sprint goals: Define clear, achievable goals for the sprint and associated acceptance criteria, including specific delivery targets, Quality standards as well as Key Performance Indicators (KPIs) for each task to be recorded in the sprint meeting minutes.
Agree on the required level of effort for the various sprint tasks.
Backlog Review: Review and prioritise the backlog of tasks, issues, and improvements from previous sprints.
Assess each payment milestone cycle duration of one calendar month. State of completion and validation of each sprint status and sign off sprints to be submitted for payment as covered in Section 4.
2. Sprint Execution
Objective: Contractor to execute the agreed "sprint plans" with continuous monitoring and adjustments.
Regular meetings between NCIA and the contractor to review sprint progress, address issues, and make necessary adjustments to the processes or production methodology. The Meetings will be physically in the office, or in person via electronic means using Conference Call capabilities, according to the NCI Agency staff instructions.
Continuous improvement: Contractor to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation depending on NCIA approval.
Progress Tracking: Contractor to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.
Quality Assurance/Quality Check: Contractor shall ensure that the quality standards agreed for the sprint deliverables are maintained throughout the sprint.
Quality Control: NCIA to perform the Final Quality Control of the agreed deliverables and provide feedback on any issues.
3. Sprint Review
Objective: Review the sprint performance and identify areas for improvement.
At the end of each sprint, there will be a meeting between the NCI Agency and the Contractor to review the outcomes against the acceptance criteria comprising sprint goals, agreed quality criteria and Key Performance Indicators (KPIs).
Define specific actions to address issues and enhance the next sprint.
4. Sprint Payment
For each sprint to be considered as complete and payable, the contractor must report the outcome of their work during the sprint, first verbally during the retrospective sprint review meeting and then in writing within three days after the sprint's end date. A report must be sent by email to the NCI Agency manager, highlighting all work performed against the agreed tasking list set for the sprint.
The contractor's payment for each sprint will be depending upon the achievement of agreed Acceptance Criteria for each task, defined at the sprint planning stage. This will include specific delivery targets, quality standards as well as Key Performance Indicators (KPIs) for each task.
The payment shall be dependent upon successful acceptance as set in the above planning/review meetings. This will follow the payment milestones that shall include a completed Delivery Acceptance Sheet (DAS) including the EBA Receipt number.
Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) signed by the Contractor and project authority.
If the contractor fails to meet the agreed Acceptance criteria for any task, the NCI Agency reserves the right to withhold payment for that task/sprint.
Each sprint has a duration of one week. The content and scope of each sprint will be agreed during the sprint‐planning meetings as covered in this section.
The following deliverables are expected from this statement of work:
1. Complete the activities/tasks agreed in each sprint meeting as per sections 2 and 3 above.
2. Produce sprint completion reports (format: e-mail update) or the formal