2025-0170 Project Implementation Support (NS) - THU 5 Jun

Time On-Site: 100%

• 2026 Option: 1st January 2026 until 31st December 2026• 2027 Option: 1st January 2027 until 31st December 2027• 2028 Option: 1st January 2028 until 31st December 2028

This effort will take place within the NATO Communications and Information Agency (NCIA), an organization of the North Atlantic Treaty Organization (NATO).NCIA – PAN Migration to NATO Public Cloud ProjectThe PAN Migration to NATO Public Cloud project is organized under the NCIA Public 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, a few sites will have transitioned and the project will continue to transition additional sites across various locations in the alliance.Migration SupportOne of the main objectives of the project is to support users who enrolled in the NPCL environment recently at the Stavanger location and provide early lifecycle support for the staff transitioning networks.Under the direction of the PAN Migration to NATO Public Cloud Stavanger 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 Microsoft 365 functionality, and explanation of the specific NATO Public Cloud Environment.

The NCIA is embracing cloud services by transitioning to Microsoft 365 with a security-centric design. This shift aims to enhance operational efficiency, collaboration, and security across the organization. The required staff should possess strong knowledge, a willingness to learn, and a desire to grow as part of this new challenge.The main objectives of this Statement of Work (SoW) can be summarized as follows:Provide early lifecycle support for users at Stavanger, Norway location:

Under the direction / guidance of the Cloud Operation Centre Manager, the Early Lifecycle Support staff will execute the following services:1) Early Lifecycle SupportUser support will be the core responsibility of the early lifecycle support (ELS) staff:a) Guide users through the enrolment guide for each of the end-devices (laptops, tablets, mobile phones, iPads)b) Provide user-support for self-enrolment processc) Provide user-support for users seeking technical assistance from IT Kioskd) Perform troubleshooting through diagnostic techniques and pertinent questionse) Training users in best practicesf) 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 supporth) Liaise with other NCIA Business Areas concerning incident resolution and request fulfilmenti) Pass on any feedback or suggestions by users to the appropriate internal channels.2) Admin and logistic supportPart 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 CMDB;b) Support in logistic efforts like laptop handout, transport, logistical administration, disposal, and destruction of obsolete laptops.3) Continuous Improvement:a) Identify areas for improvement in the enrolment process, documentation, and best practicesb) Proactively identify potential vulnerabilities and coordinate preventive measuresc) Contribute to the knowledge base of the implementation teamd) 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.Due to the AGILE approach of this project, there is a need to define a set of specific arrangements between the NCIA 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 sprintKick-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 deliverablesSet 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 minutesAgree on the required level of effort for the various sprint tasksBacklog Review: Review and prioritise the backlog of tasks, issues, and improvements from previous sprintsAssess 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 ExecutionObjective: Contractor to execute the agreed “sprint plans” with continuous monitoring and adjustmentsRegular 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 NCIA staff instructionsContinuous improvement: Contractor to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation depending on NCIA approvalProgress Tracking: Contractor to use a shared dashboard or tool to track the status of the sprint deliveries and any issuesQuality 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 ReviewObjective: Review the sprint performance and identify areas for improvementAt the end of each sprint, there will be a meeting between the NCIA 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 PaymentFor 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 NCIA 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)Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) signed by the Contractor and project authorityIf the Contractor fails to meet the agreed Acceptance criteria for any task, the NCIA 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 above2. Produce sprint completion reports (format: e-mail update) or the formal documentation required per specific task3. The Contractor will participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops, events and conferences related to the supported services, as requested by the Cloud Operations Manager / Implementation Manager.The following deliverables are expected from the service on this Statement of Work:2025 BASE: 14 July 2025 to 31 December 2025Deliverable: 22 sprints of implementation supportPayment Milestones: Upon completion of each fourth sprint and at the end of the service.

Completion of each milestone shall be accompanied by a Delivery Acceptance Sheet (DAS) – (Annex B), signed for acceptance by the Purchaser’s authorized point of contact and the Contractor.Number of sprints is calculated considering a starting date 14 July 2025. This will be adjusted based on the actual starting date.The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B).Invoices shall be accompanied with a DAS, signed by the Contractor and Purchaser’s authority.2026 OPTION: 1 January 2026 to 31 December 2026Deliverable: Up to 46 SprintsCost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.Payment Milestones: Upon completion of 4 consecutive sprints.2027 OPTION: 1 January 2027 to 31 December 2027Deliverable: Up to 46 SprintsCost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.Payment Milestones: Upon completion of 4 consecutive sprints.2028 OPTION: 1 January 2028 to 31 December 2028Deliverable: Up to 46 SprintsCost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.Payment Milestones: Upon completion of 4 consecutive sprints.2029 OPTION: 1 January 2029 to 31 December 2029Deliverable: Up to 46 SprintsCost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.Payment Milestones: Upon completion of 4 consecutive sprints.2030 OPTION: 1 January 2030 to 31 December 2030Deliverable: Up to 46 SprintsCost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.Payment Milestones: Upon completion of 4 consecutive sprints.

The Contractor shall participate in weekly and/or daily status update meetings, activity planning and other meetings as instructed, physically in the office, or in person via electronic means using Conference Call capabilities, according to the project manager or implementation manager instructions.For each sprint to be considered as complete and payable, the Contractor must report the outcome of the service during the sprint for each individual. The format of this report shall be a short email to the NCIA Point of Contact mentioning briefly the service held and the development achievements during the sprint.

This task order will be active immediately after signing of the contract by both parties.The BASE period of performance is as soon as possible but not later than 14 July 2025 and ending no later than 31 December 2025.If the 2026 option is exercised, the period of performance is 1 st January 2026 to 31 st December 2026If the 2027 option is exercised, the period of performance is 1 st January 2027 to 31 st December 2027If the 2028 option is exercised, the period of performance is 1 st January 2028 to 31 st December 2028.

All the deliverables provided under this Statement of Work will be based on NCIA templates or agreed with the project point of contact.All code, scripts, documentation, etc. will be stored under configuration management and/or in the provided NCIA tools.

This is a deliverables-based contract.The Contractor will be required to provide the service 100% ON SITE, NCIA CSU STAVANGER, NORWAY.NCIA will provide access to relevant networks and resources as required by the project.The work depicted in this SoW is expected to be carried by a single contractor.There might be requirements to perform out-of-hours work to support planned maintenance activities or delivery of critical services as well as to provide on-call support outside regular business hours.NCIA IT equipment will be provided (one NPCL laptop will be provided).

This equipment can be used by one person only and is associated to that individual.The Contractor will be required to provide the service on-site at Stavanger, Norway as part of this engagement.There is no possibility to telework during this engagement – unless otherwise agreed with the project manager or implementation manager.This individual providing services under this RFQ will be part of the PAN Migration to NATO Public Cloud (NPCL) project.

The security classification of the service will be up to NATO SECRET.The Contractor providing the services under this SoW is required to hold a valid NATO SECRET security clearance at the time of proposal submission.

Travel costs are out of scope and will be borne by the NCIA separately in accordance to the provisions of the AAS+ Framework Contract. The Contractor will work under the direction and guidance of the NCIA designated representative.Travel arrangements should not be booked until there is a written confirmation from the NCIA designated representative.

[See Requirements]

This service requires the following qualifications:1) Technical Proficiency:

2) Problem-Solving Skills:

3) Automation Skills:

4) Communication and Interpersonal Skills:

5) Customer Service Orientation:

6) Organizational Skills:

7) Team Collaboration:

8) Others: