2025-0135 Service Performance Dashboard Development (NS) - MON 7 Jul

Deadline Date: Monday 7 July 2025

Requirement: Service Performance Dashboard Development

Location: Mons BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: 18 August July 2025 to 31st December 2025 with possibility to exercise the following options:

2026 Option: 1st January until 31st December 2026

2027 Option: 1st January until 31st December 2027

2028 Option: 1st January until 31st December 2028

Required Security Clearance: NATO SECRET

1 INTRODUCTION

The NATO Cyber Security Centre (NCSC) is a team of over 200 members working to monitor and protect NATO networks. In the NCSCs role to deliver robust security services to the NATO Enterprise and NATO Allied Operations and Missions (AOM).

The NCSC Service Delivery Support Section (SDSS) is dedicated to centralizing the coordination of cyber security services delivery in a matrix organizational environment. Our mission is to orchestrate the entire service lifecycle ensuring that services align to and follow enterprise strategy policy and directives established by the NCI Agency management Chief Operating Officer Chief Service Operations Chief Technology Officer Finance and Acquisition departments. We work closely with Service Area Owners and Service Delivery Managers to enable standardized and effective service delivery. In order to execute this work the NCI Agency requires support with the work undertaken by the NATO Cyber Security Centre (NCSC) in the area of Communications and Information System (CIS) security and cyber defence. This Statement of Work (SoW) specifies the required skillset and experience.

2 OVERALL PROJECT SCOPE AND OBJECTIVES

The aim of this SOW is to support NCSC with technical expertise specifically related to the Support the FMN Multinational CIS Security Management Authority with a deliverable based (completion-type) contract.

The scope of this Contract is to support the design and development of an Enterprise Service Performance Dashboard. For year 2025 this interactive Dashboard will display and analyse the service levels of all the cyber security services. This Dashboard is being developed under the lead of SMC with the participation of NCSC.

This Project will enable / produce:

The development of the backend infrastructure and ETL process further to scan and collect data from any relevant sources through accessible environments

A methodology in designing dashboards and finally enable visualization of performance of the Cyber Security Services.

A working dashboard which allows the user to visualize the service performance of the implemented services to find answers drill down the data in a hierarchical breakdown from the level of entity SLAs services to the individual KPIs.

The selected Contractors personnel will be providing service under the guidance of NCSC Cohere Branch SDS Section and as an integral part of the Purchasers team as a Service Delivery Analyst preparing all inputs to the Enterprise Service Performance Dashboard that are related to the Cyber Security Portfolio of services (23 Services and 65 Agreed KPIs).

3 SCOPE OF WORK

The aim of this SOW is to support NCSC with technical expertise specifically related to the operation and maintenance of Cyber Security Performance Dashboard Development with a deliverable-based contract.

For the provision of consistent support and the execution of the task NCIA will get subject matter expertise from the industry with a service (deliverable based/completion type) based AAS framework contract in the delivery of requested capability.

The following table provides the expected deliverables under this contract. The deliverables are derived from the requirements of the overall project.

During the contract execution due to interdependencies with other Work Packages NCIA reserves the right to re-align the deliverables and associated delivery dates if the project so requires within the same scope as defined in the below table and the same price. The adjustment(s) will be within the scope of the contract and without exceeding the total value of the contract and shall be executed through a bilateral contract amendment.

These below are recurring activities with the exception of A1 and A6 The contractor shall ensure that all tasks are supported on a continuous basis throughout the duration of the contract period.

Each provider of this service must pass an assessment to demonstrate proficiency before being approved to provide the service.

The product shall be written in English. The contractors personnel is required to have proficiency in English.

The measurement of execution for this service is sprints with each sprint planned for a duration of 1 week.

Activity A.1: Pre-requisites

The Contractor will:

Participate in conducted orientation sessions to familiarize the service contractor with the organizations goals culture and processes.

Request and enable access to necessary systems tools and resources (e.g. Power BI databases) relevant to the project.

Engage with a mentor or point of contact within the team to obtain all necessary support during the on-boarding.

Learn the communication protocols reporting structures and meeting schedules.

OUTCOME: The Contractor shall produce a Project Completion report.

Activity A.2: Update the KPI catalogue for cybersecurity Services

The purpose of the KPI Catalogue activity is to document all the KPIs and related metrics that are in place for the cybersecurity services.

Under this activity the Contractor will:

Identify and document all relevant KPIs for cybersecurity services.

Establish measurement and data collection methods for each KPI.

Document agreed thresholds reporting frequency and describe roles and responsibilities for KPI maintenance.

OUTCOME: The Contractor shall produce a Project Completion report.

Activity A.3: Automate data collection and integration

The purpose of the automate data collection and integration activity is to populate in the most automated way possible each dashboard data model with all underlying technical indicators necessary performance management. Under this activity the Contractor will:

Develop scripts or configure tools to automate data collection from cybersecurity tools.

Implement data validation and transformation processes.

Schedule automated data import tasks and monitor for errors.

Ensure overall data quality.

OUTCOME: The Contractor shall produce a Project Completion report.

Activity A.4: Build cybersecurity services scorecards in Power BI

The purpose of this activity is to develop and update when needed each individual cybersecurity service scorecard containing visualizations that best represents all related KPI. These scorecards and their visualizations shall target both internal and customer reporting needs facilitating all regular reporting activities from NCSC. Under this activity the Contractor will:

Maintain the Power BI data model and import all relevant data.

Design Power BI templates tailored for each Services metrics and KPIs.

Create visualizations that best represent each KPI for insights.

Validate scorecards with stakeholders for accuracy and effectiveness.

Ensure for each Service that the dashboard supports both Internal and Customer relevant information.

OUTCOME: The Contractor shall produce a Project Completion report.

Activity A.5: Establish data transfer mechanisms to SMC

The purpose of this activity is to ensure that the NCIA entity responsible for reporting the performance of cybersecurity services to all customers (SMC) have a replica of our data in their environment. The Contractor needs to agree and implement secure reliable and regular transfers of data between the NCSC and SMC environments. Under this activity the Contractor will:

Negotiate and implement data transfer protocols for integration of NCSC data into the SMC database.

Ensure secure reliable and regular data transfer between systems.

Test and validate the data transfer processes.

OUTCOME: The Contractor shall produce a Project Completion report.

Activity A.6: End of the project activity

Handover

The Contractor shall handover to Purchaser team; all developed designs installation configuration files and other deliverables stated in previous sections of this document. The Contractor can complete handover when all assigned Tasks are performed and approved by the Purchaser

OUTCOME: The Contractor shall produce a Project Completion report.

Each deliverable shall meet the following requirements:

Intended Audience: the product shall be intended for Cyber Security Professional Senior Military personnel and decision makers in the field of Cyber Security and Cyberspace Operations.

Accuracy: the product shall accurately reflect what was discussed decided and action items assigned during the planning meeting.

Clarity and Conciseness: Information shall be presented clearly and concisely avoiding unnecessary jargon or complex language.

Objectivity: the content shall be impartial and objective presenting information without bias or personal interpretation.

Structure: the product shall follow a logical structure typically including sections such as agenda attendees discussions decisions action items and any other relevant information further directed by the IKM SG.

Timeliness: the product shall be prepared and distributed promptly after the meeting ensuring that information is fresh and actionable. It is expected a maximum of two times the length of the meeting for the time required to prepare and share the product to the meeting audience for initial review.

Formatting: Consistent formatting shall be used throughout the document including font style size headings and spacing further directed by the IKM SG.

Confidentiality: Sensitive information discussed prior during and after meetings shall be handled in accordance with the NATO policy on Information Management.

4 SPRINTS PLANNING EXECUTION REVIEW AND PAYMENT:

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:

Sprint Planning:

Objective: Plan the objectives for the upcoming sprint.

Kick-off meeting: Conduct a bi-weekly (every two weeks) meeting with the contractor to plan the objectives of upcoming sprint and review contractors 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 two sprints. State of completion and validation of each sprint status and sign off sprints to be submitted for payment as covered in Section 4.

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.

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.

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 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.

Sprint Payment

Payment Schedule will be monthly for the completed and accepted sprints within the month (max 4 sprints)

At the end of the month for the completed and accepted sprints within the month (max 4 sprints) the contractor must report the outcome of their service during the sprint first verbally during the retrospective sprint review meeting and then in writing within three (3) days after the 4th sprints end date. The format of this report shall be a short email to the NCIA Service Delivery Manager mentioning briefly the work held and the development achievements during the sprint.

The contractors payment for each set of 4 sprints 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) (Annex B)

Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) (Annex B) signed by the Contractor and project authority.

If the contractor fails to meet the agreed Acceptance criteria for any task the NCIA reserves the right to withhold payment for that task/sprint.

5 DELIVERABLES AND PAYMENT MILESTONES

The following deliverables are expected from the service on this Statement of Work:

1) Complete the activities/tasks agreed in each sprint meeting as per sections 3 above.

2) Produce sprint completion reports (format: e-mail update) which include details of activities performed and the list of the deliverables of the week.

3) 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 service delivery manager.

4) Payment Schedule will be monthly for the completed and accepted sprints within the month. Upon completion and validation of each sprint following the acceptance of the sprint report.

5) The Purchaser (NCIA) reserves the right to exercise a number of options of one or more sprints based on the same deliverables at a later time depending on the project priorities and requirements at the following cost: for base year (2025) at the same cost for following years (2026-2028) the Price Adjustment Formula will be applied in accordance with paragraph 6.5 of the Framework Contract Special Provisions.

6) The payment shall be dependent upon successful acceptance of the sprint report and the Delivery Acceptance Sheet (DAS) (annex B).

7) Invoices shall be accompanied with a Delivery Acceptance Sheet (annex B) signed by the contractor and the NCIA POC

BASE 2025 PERFORMANCE 18th AUGUST 2025 TO 31 DECEMBER 2025:

Deliverable: 16 sprints to support NCSC with the Service Performance Dashboard Development (Number of sprints is estimated. This will be adjusted based on actual starting date.)

Payment Milestones: Monthly payment for the completed and accepted sprints within the month. Completion of each sprint shall be accompanied documented in Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor

2026 OPTION: 01 JANUARY 2026 TO 31 DECEMBER 2026

Deliverable: 46 sprints to support NCSC with the Service Performance Dashboard Development

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

Payment Milestones: Monthly payment for the completed and accepted sprints within the month. Completion of each sprint shall be accompanied documented in Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor

2027 OPTION: 01 JANUARY 2027 TO 31 DECEMBER 2027

Deliverable: 46 sprints to support NCSC with the Service Performance Dashboard Development

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

Payment Milestones: Monthly payment for the completed and accepted sprints within the month. Completion of each sprint shall be accompanied documented in Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor

2028 OPTION: 01 JANUARY 2028 TO 31 DECEMBER 2028

Deliverable: 46 sprints to support NCSC with the Service Performance Dashboard Development

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

Payment Milestones: Monthly payment for the completed and accepted sprints within the month. Completion of each sprint shall be accompanied documented in Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor

6 PERIOD OF PERFORMANCE

The Contractor will perform all activities and tasks to achieve the deliverables during the period between 18th August 2025 up to 31st of December 2025 the latest.

If the 2026 option is exercised the period of performance is 1st January 2026 to 31st December 2026.

If the 2027 option is exercised the period of performance is 1st January 2027 to 31st December 2027.

If the 2028 option is exercised the period of performance is 1st January 2028 to 31st December 2028

7 COORDINATION AND REPORTING

The contractor shall participate in daily status update meetings activity planning and other meetings as instructed physically in the office or in person via digital means using conference call capabilities according to the managers / team leaders instructions.

Results of the work will be provided on a weekly basis to the assigned Point of Contact (Annex B Delivery Acceptance Sheet).

At the end of the project the Contractor shall provide a Project Closure Report that is summarizing the activities during the period of performance at high level.

The Contractors personnel shall provide the service as an integral part of the Purchasers delivery team.

The Contractors personnel shall take direction from the appointed Purchaser Project Manager or the designated alternate and Technical Lead.

The Contractors personnel shall abide by the project plan schedules and priorities as dictated by the Purchasers appointed Project Manager and Technical Lead.

The Contractors personnel shall follow the Project Manager and Technical Leads directions with respect to project rhythms status and other reporting requirements related to project progress.

The Contractors personnel shall interface with other teams as required for the correct execution of this Contract.

8 ACCEPTANCE AND REJECTION CRITERIA

A) Acceptance Criteria

1) Quality of work reached NATO standards

2) Tasks are completed within the assigned time

3) Performances are as defined by the line manager

B) Rejection Criteria

1) Quality of work is low

2) Tasks are not completed within the assigned time

3) Performances are not as defined by the line manager

C) A replacement will be requested if the contractor cannot fulfil the tasks as explained in rejection criteria.

D) Payment will not be done if the sprint is not completed.

9 SECURITY CLEARANCE

Contractors personnel assigned to this contract by the Contractor are required to hold a valid NATO SECRET security clearance for the duration of the contract period of performance.

10 PRACTICAL ARRANGEMENT

The services under this SOW must be accomplished by ONE contractor for the entire performance period.

The contractor will be required to work following the rules and regulations applicable for the operations of NATO CIS.

Place of Performance: Service under this Contract is to be performed by the Contractors Personnel 100% on site in SHAPE Mons.

Travel: Initial Travel to the Duty Location (Mons) shall be included in the bidders quote. No travel is required for this service.

Extraordinary travel the expenses will be reimbursed in accordance with Article 5.5 of AAS Framework Contract and within the limits of the NCIA Travel Directive. They will be invoiced separately to the purchaser by the service provider in accordance with the terms and conditions of the framework agreement. These additional travel costs are considered an extra charge to the overall bid price

Other: Office space and computer equipment will be provided by NCI Agency at the specified Duty Location.

All Service under this contract both oral and written is conducted in English.

11 CONSTRAINTS

NATO is the owner and will retain the intellectual property rights for all products developed in relation to this contract.

12 SPECIFIC EXPERTISE REQUIRED

See Requirements

9 SECURITY CLEARANCE

• Contractors personnel assigned to this contract by the Contractor are required to hold a valid NATO SECRET security clearance for the duration of the contract period of performance.

12 SPECIFIC EXPERTISE REQUIRED

The following highly specialist expertise will be required for the execution of this contract:

One (1) Subject Matter Expert (Subject Matter Expert) with Power BI Dashboard Development skills and service performance reporting and KPI design and development knowledge and expertise.

Required Skills Knowledge & Experience

Skills and Competences:

• Proficiency in the English language (listening speaking reading and writing) is required.
• 3 years of experience in dashboard development and maintenance;
• 3 years of designing and developing the data Extract Transform and Load (ETL) activities;
• Sound knowledge and wide-experience with KPIs and formal reporting via Dashboards;
• 3 years of experience in ETL activities in Dashboard development teams and working groups in military IT environments;
• Sound knowledge of Dashboard UX Design Transition and Operation processes with proven experience on one of these processes;
• Sound knowledge of ITIL processes with proven experience on one of these processes;
• Sound knowledge and experience on IT Service Management;
• 3 years of experience in writing ETL Deliverables Requirements documentation and understanding translations into technical solutions;
• Excellent communication skills. Proven ability to effectively communicate orally and in writing with good briefing skills;
• 3 years of experience in reporting and use of BI tools;
• Advanced organizational skills and analytical approach to problem solving;
• Sound knowledge and minimum 3 years of experience with monitoring tools and techniques on measuring service performance.
• 3 years of experience in generating technical documentation aiming for both technical and non-technical audience.
• Experience building Remedy ITSM on Microsoft technologies (Windows server 2016 and MS SQL Server 2016 and above versions);

Experience & Trainings:

• A minimum of 3 years recent experience of Power BI;
• A minimum of 3 years recent experience in Business Intelligence domain;
• A minimum of 3 years recent experience in ETL process and coding;
• ITIL 4 Foundation certificate beneficial.