2025-0012 Service Level Data Analyst NS - MON 12 May RELAUNCH

Bidding Instructions Technical Proposal

Bidders shall submit a proposal clearly providing the following information:

a. The proposed approach to address the required scope of work and the defined deliverables (maximum 10 pages A4 size) addressing the minimum requirements from the Statement of work (Annex A).

b. CV of the assigned resource for the project.

Deadline Date: Monday 12 May 2025

Requirement Title: Service Level Data Analyst

Location of Performance: BrainelAlleud BE

Full time onsite: Yes

Period of performance: 2025: As soon as possible but no later than 16th of June 2025 to 31st of December 2025

2026 Option: 1st of January 2026 until 31st of December 2026

2027 Option: 1st of January 2027 until 31st of December 2027

2028 Option: 1st of January 2028 until 31st of December 2028

Required Security Clearance: NATO SECRET

1 PURPOSE

The purpose of this Statement of Work (SOW) is to provide an outline of deliverables and performance expectations for the services to be rendered by the Contractor(s). This document will serve as the basis for Contractor bidding and selection. Contractors are expected to submit proposals based on their ability to meet the outlined deliverables within the specified timelines.

The deliverables will be scheduled to ensure they do not exceed the contract value divided over 12 (twelve) months. In exceptional circumstances the parties will agree on an alternative schedule.

2 INTRODUCTION

The NATO Information and Communication Agency (NCIA) located in Braine LAlleud Belgium is currently involved in the development and support of new and existing capabilities for NATO. In light of these activities the NATO Digital Workplace Centre (NDWC) within the framework of its mandate is adapting innovative and secure communications solutions for NATO staff across the Enterprise.

In order to improve the service delivered NDWC is looking for a Business Data Analyst to monitor service performance and to assist the Management in establishing and preserving clear definition for Service measures and metric.

These tasks are all geared toward the realization of NDWCs 2030 objectives. Specifically the Lines of Efforts are the following:

Design reports to help Chiefs Service Area Owner (SAO) and Service Delivery Managers (SDMs) understand operational behavior and consolidated service performance and trends

Work with other business areas to integrate datasets enabling automation in report generation and enhancing data analysis

Provide daily reports for operational activities weekly reports on SLA trends incidents and ticket distribution and rolling monthly and quarterly reports with comprehensive performance metrics.

Create dashboards that align with agency standards offering a highlevel view of service metrics for decisionmakers

The work shall be primarily conducted at the NCI Agency in Braine LAlleud but may involve some travel to other NATO and NCI Agency entities.

3 OBJECTIVES

The deliverables from the Statement of Work refer to tangible or intangible outputs of the service delivery strategy.

The main objectives of this Statement of Work can be summarized as follows:

i. Design generate and present Service Level Management reports

ii. Work independently to gather data from different domains and propose improvement to drive data integration and automation

iii. Support the Higher Management and the SAOs/SDMs in collecting requirements and designing dedicated statistical view over the data

iv. Support Monthly and Quarterly meetings with Chiefs/SAOs/SDMs

4 SCOPE OF WORK and ASSOCIATED DELIVERABLES

4.1 Service monitoring for Operations

4.1.1 Scope

The Data Analyst plays a crucial role in monitoring service delivery by leveraging data to track performance identify issues patterns and provide insights that enhance service quality and performance.

In this scenario the Data Analyst collects requirements from the SAOs/SDMs to implement descriptive statistical reports on Power BI Dashboards to evaluate trends and metric at operational level daily weekly and monthly.

4.1.2 Deliverables

4.1.2.A A requirements analysis document outlining all necessary specifications for the Operational Dashboard

4.1.2.B Design and present mockup of the reports to implement in the Operational dashboard

4.1.2.C Implement the approved reports in the Operational dashboard

4.2 Service monitoring for Executives/Decision Makers

4.2.1 Scope

The objective is to implement an Analytic Dashboard to summarize monthly and quarterly data and trends to support tactical and strategical actions by decision makers.

In this scenario the Data Analyst collects requirements with the Management to implement descriptive statistical report on Power BI dashboards to summarize performance by service line and periods.

4.2.2 Deliverables

4.2.2.A A requirements analysis document outlining all necessary specifications for the Analytic Dashboard

4.2.2.B Design and present mockup of the reports to implement in the Operational dashboard

4.2.2.C Implement the approved reports in the Operational dashboard

4.3 Attend meeting and prepare AdHoc report

4.3.1 Scope

The objective is to support the higher Management SAOs and SDMs in monthly and quarterly performance review meeting.

In the scenario the Data Analyst collects requirements to prepare AdHoc reports and support the periodical meetings presenting the Dashboard.

4.3.2 Deliverables

4.3.2.A Prepare AdHoc reports and Dashboard to support Monthly and Quarterly review meeting based on the Management needs

4.3.2.B Attend periodical performance review meeting and support the presentation of statistics and performance metrics

4.3.2.C Summarize the periodical meeting with meeting minutes and make the periodical reports available for future consultations as consolidated reporting.

4.4 Deliverables and Payment Milestones

The following deliverables are expected from the service on this statement of work for 2025 base:

Deliverable 4.1.2.A: A requirements analysis document outlining all necessary specifications for the Operational Dashboard

Due Date: Monthly from May 2025 to December 2025

Acceptance Criteria: The document is reviewed and approved by key stakeholders addressing all functional and nonfunctional requirements for the dashboard.

Payment: 12 of the total cost for 2025 per approved monthly analysis report. Incentives/penalties as documented in section #9.

Deliverable 4.1.2.B: Design and present mockup of the reports to implement in the Operational dashboard

Due Date: Monthly from May 2025 to December 2025

Acceptance Criteria: The mockup are accepted by the key stakeholder and ready to be implemented in the operational dashboard

Payment: 10 of the total cost for 2025 per approved monthly analysis report. Incentives/penalties as documented in section #9.

Deliverable 4.1.2.C: Implement the approved reports in the Operational dashboard

Due Date: Monthly from May 2025 to December 2025

Acceptance Criteria: The reports have been implemented tested and fully functional.

Payment: 15 of the total cost for 2025 per approved monthly analysis report. Incentives/penalties as documented in section #9.

Deliverable 4.2.2.A: A requirements analysis document outlining all necessary specifications for the Analytic Dashboard

Due Date: Monthly from May 2025 to December 2025

Acceptance Criteria: The document is reviewed and approved by key stakeholders addressing all functional and nonfunctional requirements for the dashboard.

Payment: 12 of the total cost for 2025 per approved monthly analysis report. Incentives/penalties as documented in section #9.

Deliverable 4.2.2.B: Design and present mockup of the reports to implement in the Analytic dashboard

Due Date: Monthly from May 2025 to December 2025

Acceptance Criteria: The mockup are accepted by the key stakeholder and ready to be implemented in the analytic dashboard

Payment: 10 of the total cost for 2025 per approved monthly analysis report. Incentives/penalties as documented in section #9.

Deliverable 4.2.2.C: Implement the approved reports in the Analytic dashboard

Due Date: Monthly from May 2025 to December 2025

Acceptance Criteria: The reports have been implemented tested and fully functional

Payment: 15 of the total cost for 2025 per approved monthly analysis report. Incentives/penalties as documented in section #9.

Deliverable 4.3.2.A: Prepare and implement AdHoc reports to support Monthly and Quarterly review meeting based on the Management needs organized in a requirement analysis document

Due Date: Monthly from May 2025 to December 2025

Acceptance Criteria: The document is review and approved by the key stakeholder and the reports have been implemented tested and fully functional

Payment: 12 of the total cost for 2025 per approved monthly analysis report. Incentives/penalties as documented in section #9.

Deliverable 4.3.2.B: Attend periodical performance review meeting and support the presentation of statistics and performance metrics

Due Date: Monthly from May 2025 to December 2025

Acceptance Criteria: Effective active participation in the meeting and professional support provided.

Payment: 8 of the total cost for 2025 per approved monthly analysis report. Incentives/penalties as documented in section #9.

Deliverable 4.3.2.C: Summarize the periodical meeting with meeting minutes and make the periodical reports available for future consultations.

Due Date: Monthly from May 2025 to December 2025

Acceptance Criteria: The meeting minute is accepted and approved by the key stakeholder and the reports are available in an historical section of the related Dashboard tested and fully functional

Payment: 12 of the total cost for 2025 per approved monthly analysis report. Incentives/penalties as documented in section #9.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance

Sheet (DAS) (Annex B). Payment will be provided based on these deliveries as indicated in

the table.

The deliverables were calculated with a projected start date in May and will be adjusted

accordingly based on the actual start date.

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the

Contractor and NDWC Chief.

5 SCHEDULE

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 16 June 2025 and will end no later than 31 December 2025.

6 CONSTRAINTS

All the documentation delivered under this statement of work shall be based on NCI Agency templates or templates agreed with the NDWC Chief.

All project work package material shall be stored on the NCI Agency SharePoint Portal.

Each final deliverable will be subject to two rounds of review and revision by NATO assigned person.

For the deliverables the Data Analyst will need:

Network access to NR and NS

Microsoft Office platform

Power BI platform

The Contractors are required to hold a valid NATO SECRET security clearance provided by national security organization valid at the time of submission of the bid and covering the period of contract will be required.

7 PAST PERFORMANCE AND QUALIFICATIONS

See Requirements

8 PRACTICAL ARRANGEMENTS

The contractor shall be required to work onsite at the NCI Agency in Braine LAlleud Belgium.

The contractor shall work under NCI Agency AAS contract for the NCI Agency in Braine LAlleud Belgium. He or she will work under the direction and guidance of the NDWC Head of Service Delivery or their designated representative.

The NCI Agency will provide the service contractor with access to the internal systems and business tools as required.

Travel outside of the country will be required. Travel costs are out of scope and will be borne by the NCI Agency separately in accordance to the provisions of the AAS Framework Contract.

Travel arrangements will be the responsibility of the contractor and the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive.

NATO at start of contract will share existing Service Delivery strategies and plans as well as supporting materials including templates.

9 NONPERFORMANCE AND REMEDIES

9.1 Regular reviews

Regular reviews will be conducted to ensure the Contractor is on track to meet deadlines and deliverables. If performance issues are identified the following measures will be taken:

The Contractor will provide updates on progress towards each deliverable. Any risks or potential delays must be flagged immediately

9.2 Performance Reviews:

Monthly performance reviews will assess the Contractors progress adherence to timelines and the quality of deliverables.

9.3 Penalties for Missed Deadlines

In the event that a deliverable is not completed by the specified deadline the following actions will be taken:

9.3.1 Initial delay:

If the Contractor fails to meet a deadline a grace period of 5 (five) days will be granted during which the Contractor must submit the delayed deliverable.

Action: After the grace period the Contractor will be required to submit a revised timeline and plan of action for completion.

9.3.2 Extended delay:

If the delay exceeds 5 (five) days beyond the original or revised due date the company reserves the right to impose a penalty. This penalty could take the form of suspension of payment for that milestone until the deliverable is completed.

9.3.3 Incentive for Early of HighQuality Completion:

To motivate timely and highquality performance the following incentives can be considered:

Early Completion Bonus: If the Contractor delivers a specified milestone or deliverable 5 (five) days ahead of schedule and meets quality standards they may receive an additional bonus of 2 for that deliverable.

9.4 Quality assurance and Rework

If a deliverable does not meet the agreedupon quality standards or fails to pass the acceptance criteria the following actions will be taken:

9.4.1 First Rejection:

The Contractor will have 5 (five) business days to revise the deliverable and bring it up to the required standards at no additional cost to the company.

Action: Revisions will be reviewed within 2 (two) business days upon resubmission. If acceptable the deliverable will be approved.

9.4.2 Subsequent Rejection:

If the deliverable still does not meet quality standards after the first revision the company may choose to:

Request additional revisions.

Deduct 2 from the agreed payment for that deliverable.

Terminate the contract for nonperformance as outlined in Section Termination Clause.

9.5 Escalation Process

In case of repeated delays or quality issues the following escalation process will be initiated:

9.5.1 First Warning:

A formal written notice will be issued to the Contractor outlining the issue and requesting immediate corrective action.

9.5.2 Second Warning:

If the problem persists a second formal notice will be sent including details of potential penalties or contract termination.

9.5.3 Final Action:

After two warnings if the Contractor fails to deliver on time or to the agreedupon quality the company reserves the right to:

Terminate the contract.

Seek compensation for any damages

9.6 Termination for NonPerformance

If the Contractor consistently fails to meet deadlines or deliverables after formal warnings the NCIA reserves the right to terminate the contract.

Termination may occur under the following conditions:

9.6.1 Failure to Meet Deadlines:

If more than 4 (four) deliverables are delayed beyond the agreed grace period.

9.6.2 Failure to Meet Quality Standards:

If more than 3 (three) deliverables fail to meet the agreedupon quality standards after revisions.

In case of termination the Contractor will only be compensated for the deliverables that have been completed and accepted. Any incomplete or rejected deliverables will not be compensated and additional penalties may apply

6 CONSTRAINTS

• The Contractors are required to hold a valid NATO SECRET security clearance provided by national security organization valid at the time of submission of the bid and covering the period of contract will be required.

7 PAST PERFORMANCE AND QUALIFICATIONS

• To evaluate the qualifications and experience for this this contract please provide evidence of successfully delivering three distinct Data Analysis and Performance projects within the last five years. Each evidence should demonstrate proof of performance and be comparable in size and scope to the requirements of this role.
• Additionally ensure to include a detailed case study that highlight the Purpose Objective Output and Outcome (PO3 mentioned in the table. Evidence should showcase the ability to manage data and reports as well the ability to use Business Intelligence tools like Power BI and dashboards delivered with Microsoft Excel.

Required Experience:

IC