2025-0195 Service Performance Dashboard Development (NS) - MON 14 Jul

Deadline Date: Monday 14 July 2025

Requirement: Service Performance Dashboard Development

Location: Braine-lAlleud BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025: As soon as possible but no later than 18th of August 2025 31st of December 2025

Required Security Clearance: NATO SECRET

A-1 Overall Project Scope

The scope of this Contract includes 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 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 working under the guidance and as an integral part of the Purchasers team within the scope of work this Contract.

A-2 Deliverables

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

D.1 Dashboard Design

D.1.1 The Contractor shall produce User Personas describing the fictional yet realistic target users of the Dashboard. Purchaser will appoint exemplary user representatives amongst the dashboard audience for the Contractor to compile User Personas through surveys and using questionnaires.

D.1.2 The Contractor shall produce a Wireframe Prototype which is a visual representation of the skeletal framework of the Dashboard focusing on layout content and functionality without the detailed visual design elements.

D.1.3 The Contractor shall assist in maintaining a KPI Specification document describing how the individual KPIs of each service will be combined into a single KPI for the service the service group the service provider the location and the entity.

D.1.4 The Contractor shall contribute to the detailed design for a centralised fully managed service performance dashboard (including a style guide a component library and a pattern library) intended to manage visual design at scale using reusable components and patterns.

D.1.5 The Contractor shall produce a design documentation package describing the technical infrastructure needed for the Dashboard (focusing on all the layers of the technical stack: application platform and infrastructure - both hardware and software at the level of detail needed to start the procurement if additional hardware/software is needed) the data providers and the data sources the interfaces exposed/used by the Dashboard and the feeding mechanisms.

D.1.6 The Contractor shall perform the required tasks as managed in line with Agile project principles.

D.1.7 The Contractor shall produce a monthly progress update report

D.2 Implementation

D.2.1 The Contractor shall install all components of the Service Performance Dashboard in accordance with project requirements and Purchaser-approved designs.

D.2.2 The Contractor shall carry out all activities as planned within Agile Project lifecycle.

D.2.3 The Contractor shall deliver implementation tasks as planned in Sprints.

D.2.4 The Contractor shall test the deliverables after implementation.

D.2.5 The Contractor shall assure that all data sources are managed through ETL (Data Extraction Transfer & Loading) Process they are visualized in the Dashboard and data accuracy is maintained.

D.2.6 The Contractor shall generate User Manuals describing how to navigate the Dashboard (for the data consumers) and how to feed the data (for the data providers)

D.2.7 The Contractor shall document As-built Use Case Specification which is a set of Use Cases describing the as-built functional requirements of the Dashboard. For completeness this document will include also the as-built non-functional requirements of the Dashboard.

D.2.8 The Contractor shall document As-built Technical Design which is the as-built version of the Technical Design that will have been produced during the Concept phase.

D.2.9 The Contractor shall perform the required tasks as managed in line with Agile project principles.

D.2.10 The Contractor shall produce a monthly progress update report

D.3 Handover

D.3.1 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.

D.3.2 The Contractor shall produce a Project Completion report.

A-3 Delivery

This requirement is for the deliverables laid out in section A2.

Payment will be made based on the milestones indicated in the table below. The Payment Milestones are based on the phases and progression of the overall projects plan and schedules as dictated by the Purchaser and include a set of the Deliverables (Ref. Section A) that the Contractor is expected to have completed.

D.1 & D.2 Sets: Due 30 September 2025; 45% Payment Value (% from total contract value)

D.1 & D.2 Sets: Due 31 November 2025; 45% Payment Value (% from total contract value)

D.3 Set: Due 20 December 2025; 10% Payment Value Payment Value (% from total contract value)

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

The estimated days/weeks/months are based on calendar days/weeks/months (they are not based on working days)

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex C) signed by the relevant project authority.

A-4 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.

A-5 Required Skills Knowledge & Experience

See Requirements

A-6 Security Clearance

All 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.

A-7 Period of Performance

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

A-8 Place of Performance

Work under this Contract is to be performed by the Contractor on site at the following Duty Location: Braine-lAlleud Belgium

Travel: The cost of travel and subsistence in/to the Duty Location shall be included in the bidders quote.

The consultants may be required to travel to other NCIA locations other than the stated duty location where required by the project. NCIA shall cover the costs of such travel in accordance with the NCI Agencys prevailing travel policy at the time of travel.

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.

A-9 Language of Performance

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

Proficiency in the English language (listening speaking reading and writing) is required.

Annex B Special Terms and Conditions

B-1 Special Terms

• This Contract requires personnel with highly specialist skills to execute and complete the work.
• The Contractor shall ensure Contractors personnel to hold valid NATO SECRET security clearances for the duration of the contract period of performance and shall submit this documentation to Purchaser.
• The Contractor shall provide the professional information to the Purchaser regarding the proposed candidate personnel and shall arrange the requested interviews by the Purchaser
• The Purchaser will interview the proposed personnel and approve their joining to the team
• Work on the Contract shall be performed on-site at the Duty Location indicated.
• Travel to the Duty Location shall be included in the price of this Contract.
• Office space and computer equipment shall be provided by NCI Agency at the specified Duty Location.
• Extraordinary travel (Purchaser Directed Travel) may be required to other NATO or non-NATO locations as necessary. Purchaser directed travel to non-Duty locations shall be subject to NCIA Admin Directive 14.03 Travel on Official Duty.
• NATO shall retain the intellectual property rights for all products developed in relation to this contract.
• 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. 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.

B-2 Obligations on the Contractor and / or any Contractors Personnel

Below are the Contractors obligations required under this Contract:

• In the performance of all work under this Contract it shall be the Contractors responsibility to ascertain and comply with all applicable NATO security regulations as implemented by the local Security Officer.
• The Contractors personnel shall work under all reasonable conditions as agreed between the Contractor and the Purchaser.
• The Contractors personnel may not be voluntarily diverted by the Contractor to perform work outside of the Contract.
• The Contractor shall work in coordination with 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 Contractor shall follow the Project Manager and Technical Leads directions with respect to project rhythms status and other reporting requirements related to project progress.
• The Contractor shall abide by the requirements outlined in the projects Requirements Traceability Matrix (RTM).
• The Contractors personnel shall review the projects RTM as per the Technical Leads directions and abide to its contents for the implementation of the work under this Contract.
• The Contractor shall support the Purchaser in the necessary tasks for the implementation of a Change and Configuration Management toolset for project use.
• The Contractor shall review and provide written feedback on various Purchaser produced documentation including but not limited to project schedule high level designs detailed designs as built documentation and training material.
• The Contractors personnel shall interface with other teams as required for the correct execution of this Contract.
• The Contractor shall submit any required change requests as necessary using the Purchaser furnished equipment and processes.

B-3 Obligations on Purchaser

The Purchaser shall:

• Provide identification to all Contractor personnel who have at least a NATO Secret Clearance to allow them unescorted access within Purchaser facilities;
• Provide the Contractors personnel with office space and furniture;
• Provide the Contractors personnel with materials for NATO SECRET network access where required and materials for NATO RESTRICTED network access with internet access functionality;
• Inform the Contractors personnel of any major changes / issues that may affect the contract deliverables.
• Provide the Contractors personnel with instruction and guidance (within the limits of this scope of work) certification of task execution processing CIS requests.
• Prioritise execution of tasks assigned to the Contractor personnel as per the current contract. The work to be performed will be mutually agreed with the Purchaser identified project team on a weekly basis and shall depend on the project activities and needs.
• Countersign the Delivery Acceptance Sheet(s) confirming that the work completed by the Contractors personnel is satisfactory and acceptable for payment.
• In some circumstances e.g. absence some of the activities listed above may be delegated.

A-5 Required Skills Knowledge & Experience

A-4.1 Profile for Subject Matter Expert (SME)

Skills and Competences:

• Extensive experience in dashboard development and maintenance;
• Experience designing and developing the data Extract Transform and Load (ETL) activities;
• Sound knowledge and wide-experience with KPIs and formal reporting via Dashboards;
• 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;
• 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;
• Sound experience in reporting and use of BI tools;
• Advanced organizational skills and analytical approach to problem solving;
• Sound knowledge and experience with monitoring tools and techniques on measuring service performance.
• Experience in generating technical documentation aiming for both technical and non-technical audience.
• Knowledge and experience configuring CMDB reconciliation and normalisation jobs and optimising performance of such jobs;
• Experience building Remedy ITSM on Microsoft technologies (Windows server 2016 and MS SQL Server 2016 and above versions);
• Understanding of infrastructure solutions hosting Service Management tools and technology including understanding of market leading database solutions (including but not limited to MS SQL and Oracle) hypervisor solutions storage solutions and load balancing solutions.

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.

A-6 Security Clearance

• All 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.

A-9 Language of Performance

• Proficiency in the English language (listening speaking reading and writing) is required.