2025-0113 Desktop Engineering Support with Technical Writing NS - TUE 15 Apr

Bidding Instructions Technical Proposal: Bidders shall submit a proposal clearly providing the following information:

a. CVs of the assigned resource(s) for the project. Each CV shall contain accurate contact details for reference person(s) for each of the listed professional experiences relevant to this Statement of Work.

b. The CVs shall clearly distinguish if the proposal is for Key Personnel or not.

Deadline Date: Tuesday 15 April 2025

Requirement: Desktop Engineering Support with Specialization in Technical Writing

Location: BrainelAlleud BE

Full Time OnSite: Yes

Time OnSite: 100

Period of Performance: 2025 BASE: As soon as possible not later than 26 MAY 2025 (tentative) 31 DEC 2025 with possibility to exercise the following options:

2026 Option: 01 JAN 2026 until 31 DEC 2026

2027 Option: 01 JAN 2027 until 31 DEC 2027

2028 Option: 01 JAN 2028 until 31 DEC 2028

Required Security Clearance: NATO SECRET

1. PURPOSE

The purpose of this Statement of Work (SoW) is to describe the services for desktop computing engineering support required by the Purchaser.

The NATO Communications and Information Agency (further referred to as Purchaser) is seeking qualified Contractor Personnel to provide efficient and effective desktop computing engineering support services (further referred to as the Service) focused on commercial technologies augmenting the capabilities of the Purchaser.

2. BACKGROUND

NATO Digital Workplace Centre (NDWC) part of NCI Agency provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing featurerich Digital Workplace which enable NATO staff members to connect communicate and collaborate. Workspace service area deliver the following userfacing services to NATO Commands NATO Force structure and Nations in all 32 Allied Nations:

Windowsbased and iOS/iPadOSbased end user device provisioning management operation and lifecycle across multiple separate networks of different classifications and various form factors;

Workstream collaboration including email and instant messaging server backend and client frontend provisioning management operation and lifecycle across multiple separate networks of different classifications.

The services integrate with other services such as print/scan/copy voice videoteleconference (VTC) collaboration portals and enable NATOspecific functional applications higher up the software stack.

Through several ongoing streams of work in Q424 and onwards the services are rapidly evolving from using fully onpremise to a mixture of onpremise and public cloud technologies.

2.1. PURCHASER SUPPORT STRUCTURE

The Purchaser support structure is organized in three levels:

Level 1 support provided by virtual Centralized Service Desk;

Level 2 touchlabor and more specialized support provided by CIS Support Unit or IT Service Kiosk;

Level 3 provided by centralized team of engineers.

3. OBJECTIVES

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 end user computing area.

Ensure healthy and functional end user computing environment providing to the end users devices that are compliant with the security and functional requirements.

Improve the fault tolerance and disaster recovery of the IT systems 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 Technical writer support with estimation that the number of sprints require one resource.

During performance of the contract the Contractor Personnel will act as part of the Purchasers IT support organization.

4. SCOPE OF WORK AND ASSOCIATED DELIVERABLES

Considering the extended period of and the rapid evolution of the commercial technologies and their use in NATO the of the work in this SoW is measured in sprints where each sprint is defined as deliverables produced by one resource planned for a duration of one calendar week. The detailed tasks in each sprint will be determined at the start of each sprint by the Purchasers authorized point of contact following the Scope of Work defined herein and documented in writing.

4.1. SCOPE OF WORK

The SoW covers the following activities and tasks:

4.1.1. Develop update disseminate and maintain internal technical documentation

A) Create update and maintain various documentation types such as policies procedures SOPs and SDPs SOI. Ensure documents are comprehensive and adhere to organizational standards;

B) Ensure Accuracy and Accessibility regularly review and update documentation to maintain accuracy and relevance. Ensure all documentation is accessible and easily understood by intended users.

4.1.2. Ensure coherency of the documentation in the team

C) Identify and address Documentation Gaps Proactively identify missing or outdated documentation and develop new materials to address these gaps ensuring coverage of all necessary processes and procedures.

D) Process Validation Validate processes documented to ensure they are logical effective and aligned with organizational goals. Adjust or update documentation as needed.

E) Validate the documents Implement thorough reviews and checks to ensure documentation is clear actionable and free of ambiguities. Ensure documentation is achievable and practical for users.

F) Quality Assurance Perform quality checks conduct peer reviews and ensure all documentation complies with organizational standards. Implement quality control measures for accuracy and consistency.

4.1.3. Improve documents

G) Stakeholder Coordination Collaborate with stakeholders to gather information validate content and ensure that all documentation accurately reflects current operational practices and procedures.

H) Continuous Improvement Gather feedback on existing documentation and continuously update materials to improve clarity usability and relevance. Actively seek opportunities to enhance documentation quality.

I) Set up and maintain document management systems using Purchasers SharePoint system and Information and Knowledge management (IKM) rules. Organize folder structures manage access controls and perform routine system maintenance to ensure organized and secure documentation storage.

J) Training and Support Provide training and support to staff on the use and importance of documentation. Ensure proper adherence to procedures by educating team members on documentation protocols.

4.1.4. Improve the maturity of the IT Operations

K) Assist with resolving and delivery backlog activities/ projects on Kanban system.

L) Provide minimum 2 Continued Service Improvements (CSI) in the area of work per 4 sprints.

4.2. DELIVERABLES AND PAYMENT

The payment shall be dependent upon successful acceptance of the Certificate of Acceptance (Annex A).

Invoices shall be accompanied by the Certificate of Acceptance (Annex A) signed by the Contractor and Purchasers authorized point of contact.

The Purchaser reserves the possibility to exercise a number of options described herein based on the same sprint deliverable cost at a later time depending on the priorities and requirements.

The following deliverables are expected from this statement of work:

4.2.1. BASE 2025: period of performance 26 MAY 2025 (tentative) 31 DEC 2025

Deliverable: 34 sprints of Desktop engineering support with specialization in end user system administration and maintenance. Number of sprints is calculated considering a starting date 26 MAY 2025. This will be adjusted based on actual starting date.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be accompanied documented in a Certificate of Acceptance (Annex A) signed for acceptance by the Purchasers authorized point of contact and the Contractor.

4.2.2. 2026 OPTION: period of performance 01 JAN 2026 31 DEC 2026

Deliverable: 46 sprints of Desktop engineering support with specialization in end user system administration and maintenance. Number of sprints is estimated this will be adjusted based on actual requirements and available fundin

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO115786 AAS Special Provisions article 6.5.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be accompanied documented in a Certificate of Acceptance (Annex A) signed for acceptance by the Purchasers authorized point of contact and the Contractor.

4.2.3. 2027 OPTION: period of performance 01 JAN 2027 31 DEC 2027

Deliverable: 46 sprints of Desktop engineering support with specialization in end user system administration and maintenance. Number of sprints is estimated this will be adjusted based on actual requirements and available fundin

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO115786 AAS Special Provisions article 6.5.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be accompanied documented in a Certificate of Acceptance (Annex A) signed for acceptance by the Purchasers authorized point of contact and the Contractor.

4.2.4. 2028 OPTION: period of performance 01 JAN 2028 31 DEC 2028

Deliverable: 46 sprints of Desktop engineering support with specialization in end user system administration and maintenance. Number of sprints is estimated this will be adjusted based on actual requirements and available fundin

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO115786 AAS Special Provisions article 6.5.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be accompanied documented in a Certificate of Acceptance (Annex A) signed for acceptance by the Purchasers authorized point of contact and the Contractor.

5. SCHEDULE

This task order will be active immediately after signing of the contract by both parties. Base period of performance is from 26 MAY 2025 (tentative) until 31 DEC 2025.

The Purchaser reserves the right to exercise the following additional options under the same conditions with price per sprint determined by applying the price adjustment formula as outlined in CO115786AAS Special Provisions article 6.5..

Option 2026 up to 46 sprints with period of performance from 01 JAN 2026 until 31 DEC 2026;

Option 2027 up to 46 sprints with period of performance from 01 JAN 2027 until 31 DEC 2027;

Option 2028 up to 46 sprints with period of performance from 01 JAN 2028 until 31 DEC 2028.

6. PRACTICAL ARRANGEMENTS

6.1. PLACE OF PERFORMANCE

The deliverables will be produced onsite at Purchasers premises in Braine LAlleud Belgium.

The working environment is a typical office working environment designated as Class II or Class I security area.

6.2. WORKING HOURS

The Contractors Personnel is expected to follow the Purchasers working hoursMonday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchasers official holidays.

The Purchasers official holidays may differ from the public holidays in the Host Nation.

6.3. TRAVEL

Depending on Purchasers priorities travel may be required to both NATO and nonNATO nations.

Travel expenses will be reimbursed in accordance with AAS framework contract provisions and applicable NCIA Travel Directive in addition to the not to exceed ceiling mentioned in this SOW.

6.4. PURCHASER FURNISHED EQUIPMENT (PFE)

Purchaser will provide to the Contractors Personnel standard IT work position setup to allow access to the necessary networks IT systems and tools.

The Contractors Personnel shall follow Purchases policies procedures and take due care of the Purchaser furnished equipment.

6.5. MEETINGS

The Contractors Personnel shall participate at no additional cost at a minimum to the following meetings:

6.5.1. Weekly sprint planning and retrospective meetings

The meeting is focused on IT operations technical matters and typically take place virtually on the Purchasers own network.

7. REPORTING

7.1 At the end of each sprint the Contractor shall report the completion and achievements to the Purchaser point of contact via email for each resource providing services under this SoW.

7.2 At the end of each fourth sprint the Contractor shall deliver Certificate of Acceptance (Annex A) for Purchaser approval and signature for each resource providing services under this SoW.

7.1. QUALITY ASSURANCE CHECK

7.1.1 The deliverables shall be produced within the sprint as requested and be of satisfactory quality to avoid rework ensure the achievement of the objectives stated herein (i.e. following vendor industry and NATO best practices and requirements) and sprintspecific tasks.

7.1.2 The Purchaser reserves the right to request change of Contractor Personnel in case at least two sprints out of four consecutive sprints have nonsatisfactory deliverables.

7.1.3 The Purchaser reserves the right to request change of Contractor Personnel in case of non compliance with requirements of this SoW (e.g. unprofessional behavior etc.

7.1.4 The Purchaser reserves the right to terminate future sprints in case the Contractor fails to provide a suitable replacement.

8. REQUIREMENTS

8.1 The Contractor shall manage and be responsible for all Contractor Personnel.

8.2 The Contractors Personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.

8.3 The Contractors Personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.

8.4 The Contractors Personnel shall be courteous and professional in dealing with NATO and Purchasers staff.

8.5 The Contractors Personnel shall have sufficient knowledge in English language to allow smooth verbal and written communication.

8.6 The Contractor shall strive to lower the rotation of personnel and maintain the same personnel working under this SoW.

8.7 The Contractor shall seek Purchasers approval prior to appointing new personnel to work under this SoW.

8.8 The Purchaser will support the Contractors Personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractors Personnel at least 30 days in advance.

8.9 The Contractor shall handle the Purchasers furnished equipment (PFE) with due care.

8.10 The Contractor shall operate the equipment following the manufacturers requirements.

8.11 The Contractor shall minimize the impact to the end users during the of the work.

8.12 The Contractor shall bring immediately to the attention of the Purchaser Point of Contact any issues preventing the of the work.

8.13 The Contractors Personnel will report to and receive guidance from Purchaser Point of Contact onsite Service Owner and Service IT Operations Lead.

8.14 The Contractors Personnel shall follow local site procedures to obtain physical un escorted access to the assigned work position and logical access to the networks in scope.

8.15 The Contractors Personnel shall liaise with other Purchasers support teams as necessary.

8.16 The Contractors Personnel shall use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchasers procedures and observe relevant KPIs.

8.1. CONSTRAINS

8.1.1 All the deliverables provided under this statement of work will be based on Purchaser templates or agreed with the Purchasers Point of contact.

8.1.2 All scripts documentation etc. will be stored under configuration management and/or in the provided Purchaser tools and systems.

8.1.3 Part of the work will involve handling classified networks therefore a valid security clearance at NATO SECRET level is required for the Contractors Personnel undertaking this project.

8.2. SPECIFIC REQUIREMENTS

See Requirements

9. GOVERNANCE

9.1. PURCHASERS KEY ROLES

The following personnel is considered Key personnel in the context of this SoW:

Service Owner the person accountable for the endtoend delivery of the IT services. Unless decided otherwise the Service Owner is the Purchasers 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 daytoday basis.

Service IT Operations lead the person responsible for the Level 3 support engineering team. The Service IT Operations lead will provide technical guidance to the Contractors personnel.

Same person may perform more than one role.

9.2. CONTRACTORS KEY ROLES

The Contractor shall assign a project (or service) manager for the duration of the work under this SoW.

The Contractors 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 Purchasers approval prior to appointing new Project Manager. When the reasons to appoint a new Project Manager are beyond Contractors control the Contractor shall inform the Purchaser at least 30 days in advance.

9.3. 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 Purchasers site point of contact.

The first escalation point is the Purchasers Service Delivery Manager.

The second escalation point is the Purchasers 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.

8. REQUIREMENTS

• Part of the work will involve handling classified networks therefore a valid security clearance at NATO SECRET level is required for the Contractors Personnel undertaking this project.

8.2. SPECIFIC REQUIREMENTS

To efficiently and effectively deliver the Service the Contractor Personnel shall possess at a minimum qualifications and skills in the following areas:

• Extensive Experience: Five years experience in technical writing in the IT industry producing various types of documentation such as user guides API references and white papers.
• Exceptional Writing and Communication Skills: Five years experience in translating complex technical concepts into clear concise documentation tailored to different audiences; excellent grammar editing and proofreading skills.
• Collaboration Skills: Three years proven ability and experience in working closely with developers engineers and product managers to gather information; strong interpersonal skills to facilitate effective communication and incorporate stakeholder feedback
• Analytical Abilities: Five years experience in understanding and explaining complex systems; strong problemsolving skills; commitment to continuous learning and staying updated with industry trends