2025-0186 Desktop Engineering Support SW Packaging Capability (NS) - FRI 1 Aug

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.

c. The Bidder warrants that all CVs submitted as part of this procurement process accurately reflect the qualifications experience and expertise of the individuals proposed for the contract. Any tailoring or modification of CVs that misrepresents an individuals credentials experience or suitability for the role may result in disqualification from this and future procurement opportunities. The Contracting Authority reserves the right to verify the accuracy of submitted CVs and take appropriate action in cases of non-compliance

Deadline Date: Friday 1 August 2025

Requirement: Desktop Engineering Support with Specialization in Software Packaging Capability

Location: Braine-lAlleud BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: As soon as possible not later than 15th September 2025 (tentative) 31st December 2025 with possibility to exercise the following options:

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

Required Security Clearance: NATO SECRET

1. PURPOSE

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

The NATO Communications and Information Agency (further referred to as Purchaser) is seeking a qualified Service provider 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 feature-rich Digital Workplace which enable NATO staff members to connect communicate and collaborate.

Workspace service area deliver the following user-facing services to NATO Commands NATO Force structure and Nations in all 32 Allied Nations:

- Windows-based and iOS/iPadOS-based 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 video-teleconference (VTC) collaboration portals and enable NATO-specific functional applications higher up the software stack.

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

PURCHASER SUPPORT STRUCTURE

The Purchaser support structure is organized in three levels:

- Level 1 support provided by virtual Centralized Service Desk;

- Level 2 touch-labor 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 engineer in Commercial-off-the-shelf (COTS) software application packaging with estimation that the number of sprints require one person.

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

4. SCOPE OF WORK

Considering the extended period of execution and the rapid evolution of the commercial technologies and their use in NATO the execution of the service in this SoW is measured in sprints where each sprint is defined as deliverables produced by one (1) person planned for a duration of one (1) week using an agile and iterative approach using multiple sprints

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 ACTIVITIES AND TASKS:

The main responsibilities are focused on:

- Package application deployments for the scope of provisioning in the dedicated packaging environment.

- Implementation and validation of the Software Packaging tools based on Microsoft Endpoint Configuration Manager (MECM) and App Volumes supporting thin and thick clients;

- Development of the Software Packaging processes in coordination with the SMC branch;

- Packaging Commercial off the shelf (COTS) and NATO off the shelf (NOTS) software using existing pre-production toolsets based on VMWare AppVolumes MECM and MSIX;

- Exporting Software Packages from pre-production environment to the newly implemented production ITM networks;

- Test the applications via application provisioning.

- Providing technical support for existing and new ITM Packaging tools including VDI.

- Develop disseminate and improve instructions for Level 1 and Level 2 technicians.

- Perform on the job trainings as needed to team members Level 1 and Level 2 technicians.

- Assist with resolving and delivery backlog activities/ projects on Kanban system

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

5. COORDINATION AND REPORTING

The contractors personnel shall participate in daily status update meetings activity planning and other meetings as instructed via electronic means using Conference Call capabilities according to the Operation Managers / Team Leaders instructions.

Due to the AGILE approach of this project the deliverables will be provided for each sprint as well as their associated acceptance criteria at the beginning of the sprint.

This includes sprint planning execution and review processes which are detailed below:

5.1. Sprint Planning:

Objective: Plan the objectives for the upcoming sprint

Kick-off meeting: Conduct a monthly meeting with the contractors personnel to plan the objectives of upcoming sprints 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 deliverables for each sprint

Backlog Review: Review and prioritise the backlog of tasks issues and improvements from previous sprints.

Assess 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

5.2. Sprint Execution

Objective: Contractors personnel to execute the agreed sprint plans with continuous monitoring and adjustments.

Regular meetings between NCIA and the Contractors personnel 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: Contractors personnel 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: Contractors personnel to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.

Quality Assurance/Quality Check: Contractors personnel 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.

5.3. Sprint Review

Objective: Review the sprint performance and identify areas for improvement.

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.

At the end of each sprint there will be a meeting between the NCIA and the Contractors personnel 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.

5.4. Sprint Payment

At the end of the month for the completed and accepted sprints within the month the Contractors personnel must report the outcome of their service during the sprint first verbally during the retrospective sprint review meeting and then in writing within five days after the 4th sprints end date. A report must be sent by email to the NCIA point of contacts listing all the service achieved against the agreed tasking list set for the sprint.

The contractors payment 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 A)

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

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

6. DELIVERABLES AND PAYMENT

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 section 4 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. The Contractors personnel shall participate at no additional cost to the meetings as required.

4) Payment Schedule will be monthly for the completed and accepted sprints within the month. Upon completion and validation of each sprint and at the end of the monthly milestone 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 A ).

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

BASE 2025: period of performance 15 September 2025 (tentative) 31 December 2025

Deliverable: 16 sprints Desktop engineering support with specialization in Software Packaging capability (Number of sprints is estimated and 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 A) signed for acceptance by the Purchasers authorized point of contact and the Contractor

2026 OPTION: period of performance 01 January 2026 31 December 2026

Deliverable: 46 sprints Desktop engineering support with specialization in Software Packaging capability

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 A) signed for acceptance by the Purchasers authorized point of contact and the Contractor

2027 OPTION: period of performance 01 January 2027 31 December 2027

Deliverable: 46 sprints Desktop engineering support with specialization in Software Packaging capability

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 A) signed for acceptance by the Purchasers authorized point of contact and the Contractor

2028 OPTION: period of performance 01 January 2028 31 December 2028

Deliverable: 46 sprints Desktop engineering support with specialization in Software Packaging capability

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 A) signed for acceptance by the Purchasers authorized point of contact and the Contractor

7. SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

It is expected that the BASED service starts as soon as possible but no later than 15 th September 2025 (tentative) until 31 December 2025.

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

8. PRACTICAL ARRANGEMENTS

8.1. Place of Performance

The contractor will be required to provide the service 100% on-site at NCIA Braine LAlleud (BE).

Exceptional Teleworking activities to support service delivery can also be arranged with the line managers coordination and approval.

8.2. Working Hours

For efficient coordination and collaboration with the Purchaser the Contractor staff 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 working environment is a typical office working environment designated as Class II or Class I security area.

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

8.3. Travel

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

Travel 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.

8.4. Purchaser Furnished Equipment (PFE)

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

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

9. QUALITY ASSURANCE CHECK

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

The Purchaser reserves the right to request change of Contractor personnel in case at least two sprints out of four consecutive sprints have non-satisfactory deliverables.

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.)

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

10. REQUIREMENTS

10.1 The Contractor shall manage and be responsible for all Contractors personnel.

10.2 The Contractors personnel shall be knowledgeable and experienced in the nature of the tasks and activities of the Service.

10.3 The Contractors personnel shall possess valid Personal Security Clearances for the duration of the Contract performance.

10.4 The Contractors personnel shall be courteous and professional in dealing with NATO and Purchasers staff.

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

10.6 The Contractors shall strive to lower the rotation of personnel and maintain the same staff working under this SoW.

10.7 The Contractor shall seek Purchasers approval prior to appointing new personnel to work under this Statement of Work.

10.8 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.

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

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

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

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

10.13 The Contractors personnel will report to and receive guidance from Purchaser Point of Contact on-site Service Owner and Service IT Operations Lead.

10.14 The Contractors personnel shall follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.

10.15 The Contractors personnel shall liaise with other Purchasers support teams as necessary.

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

11. CONSTRAINTS

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

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

12. SECURITY CLEARANCE

The duties of the contractor require a valid NATO SECRET (NS) security clearance for the entire duration of the contract.

13. SPECIFIC REQUIREMENTS

See Requirements

14. GOVERNANCE

14.1 PURCHASERS KEY ROLES

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

Service Owner the person accountable for the end-to-end 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 day-to-day 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.

14.2 CONTRACTORS KEY ROLES

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

14.3 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.

12. SECURITY CLEARANCE

• The duties of the contractor require a valid NATO SECRET (NS) security clearance for the entire duration of the contract.

13. SPECIFIC REQUIREMENTS

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

• At least 5 years of demonstrable experience in applications packaging (MSI MSIX App-V App Volumes MECM);
• Sound knowledge of scripting (PowerShell) including provisioning/changing Azure resources;
• Hands on experience in building virtual machines snapshot DRS concept clustering hosts;
• Experience in VMWare Horizon creating and tweaking gold images according to Microsoft guidance using the latest recommendations;
• Sound knowledge of VMWare Horizon Linked Clones Instant Clones and Thin App;
• Strong analytical skills;
• Excellent written and oral communication skills;
• Strong problem-solving skills;
• VDI Packaging
• Expertise in information technology domains such as Cloud Computing and IT Infrastructures;