2025-0336 Communication Support (NDWC Svcs Transition) (NS) FRI 5 Dec UPDATE

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 required delivery and milestones plan.

b. An evidence of successfully delivering three distinct communication or marketing 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 (Annex A). Evidence should showcase the ability to manage and execute comprehensive communication or marketing campaigns engage target audience effectively and achieve specified effects

c. CVs of the assigned resource(s) for the project.

Deadline Date: Friday 5 December 2025 (was Friday 12 December 2025)

Requirement: Communication Support (NDWC Services Transition)

Location: The Hague NL

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: BASE period: February 02nd 2026 31st December 2026 with possibility to exercise 2 (two) oneyear option:

- OPTION 2027: 1st January 2027 until 31st December 2027

- OPTION 2028: 1st January 2028 until 31st December 2028

Required Security Clearance: NATO SECRET

1 INTRODUCTION

The NATO Information and Communication Agency (NCIA) located in The Hague the Netherlands is currently involved in the development and support of new and existing capabilities for 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 connect communicate and collaborate with NATO staff members NDWC is looking for communication support to boost internal and external communication enhance the coherence of all NDWC capabilities and initiatives and provide the necessary information to the end users of its services. These tasks are all geared toward the realization of NDWCs 2030 objectives. Specifically the Lines of Efforts of the Communication Strategy are the following:

Improve the effectiveness within NDWC

Foster staff engagement

Build a positive and inclusive workplace culture

Enhance NCIA awareness of and familiarity with NDWC for external stakeholders especially as NDWC is transitioning towards new services in 2026

Improve NDWC reputation and recognition

The work shall be primarily conducted at the NCIA in The Hague but may involve some travel to other NATO and NCIA entities.

2 OBJECTIVE

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

The main objectives of this statement of work can be summarized as follows:

I. Identify and define appropriate key performance indicators (KPIs) for NDWC Communications Plan;

II. Implement and execute the NDWC Communication Plan;

III. Draft regular reports analyzing the progress on the Communications Plan and strategy;

3 SCOPE OF WORK and ASSOCIATED DELIVERABLES

3.1 Communication Plan KPIs

3.1.1 Scope

The objective is to define the KPIs for evaluating the effectiveness and efficiency of the communication plan. The aim is to establish a clear framework for evaluating the success of our communication plan and making informed decisions to continuously improve individual campaigns. Moreover these KPIs will provide measurable values that reflect the success of communication strategies in achieving organizational goals.

3.1.2 Deliverables

3.1.2.A: Define the new objectives and goals for the year in coordination with NDWC Chief in line with the business strategy and execution. Adjust existing Communication plans to reflect ongoing new objectives and goals for the year.

3.1.2.B: Create a detailed plan outlining strategies for improving each KPI in line with the overall business strategy and execution. Define monthly campaigns to be executed during the year.

3.2 Implementation and execution of the NDWC Communication plan

3.2.1 Scope

The objective is to successfully implement and execute the NDWC Communication Plan. This includes defining roles timelines strategies and methodologies to ensure effective communication both internally and externally as well as executing individual communications campaigns.

3.2.2 Deliverables

3.2.2.A: Execute campaigns according to Communications Plan

3.2.2.B: Create and produce communication material (texts visuals presentation etc.) adapted to and related to the execution of the Communications Plan.

3.3 Draft regular reports analyzing the progress on the Communications Plan and strategy

3.3.1 Scope

The objective is to track the implementation of the Communications Plan in a systematic and consistent manner reporting regularly on the performance of campaigns and consequential progress made toward the predefined KPIs. This includes defining the structure frequency and content of progress reports to ensure transparency accountability and continuous improvements in communication efforts.

3.3.2 Deliverables

3.3.2.A: Provide standardized monthly reports detailing short-term achievements and adjustments

3.3.2.B: Provide mid-term KPI reports:

- one quantitative report outlining the process for implementing and delivering improvements to the agreed-upon quantitative KPI

- one assessment of the qualitative KPI detailing perceived behavioral changes and leveraging staff members feedback on communications efforts thus far.

3.3.2.C Provide annual progress reports summarizing yearly achievements challenges and future plans for continuous improvements including performance trends and comparisons to targets.

4 DELIVERABLES AND PAYMENT MILESTONES

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

2026 BASE OPTION: 01 January 2026 to 31 December 2026

3.1.2.A: Define the new objectives and goals for the year in coordination with NDWC Chief in line with the business strategy and execution. Adjust existing Communication plans to reflect ongoing new objectives and goals for the year.

3.1.2.B: Create a detailed plan outlining strategies for improving each KPI in line with the overall business strategy and execution. Define monthly campaigns to be executed during the year.

3.1.2 A/B: Applicable in January 2026

3.2.2.A Execute campaigns according to Communications Plan

3.2.2.B Create and produce communication material (texts visuals presentation etc.) adapted to and related to the execution of the Communications Plan.

3.2.2 A/B Milestones: For each month in the period running from January 2026 to December 2026 included

3.3.2.A: Provide standardized monthly reports detailing short-term achievements and adjustments

3.3.2 A Milestones: For each month in the period running from January 2026 to December 2026 included

3.3.2.B: Provide mid-term KPI reports:

- one quantitative report outlining the process for implementing and delivering improvements to the agreed-upon quantitative KPI

- one assessment of the qualitative KPI detailing perceived behavioral changes and leveraging staff members feedback on communications efforts thus far.

3.3.2 B Milestones: Applicable in April 2026 July 2026 and October 2026

3.3.2.C: Provide annual progress reports summarizing yearly achievements challenges and future plans for continuous improvements including performance trends and comparisons to targets.

3.3.2 C Milestones: Applicable in December 2026

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) (Annex B) including the EBA Receipt number. Payment will be provided based on these deliveries as indicated in the table. Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and NDWC Chief.

2027 OPTION: 01 January 2027 to 31 December 2027

3.1.2.A: Define the new objectives and goals for the year in coordination with NDWC Chief in line with the business strategy and execution. Adjust existing Communication plans to reflect ongoing new objectives and goals for the year.

3.1.2.B: Create a detailed plan outlining strategies for improving each KPI in line with the overall business strategy and execution. Define monthly campaigns to be executed during the year.

3.1.2 A/B: Applicable in January 2027

3.2.2.A Execute campaigns according to Communications Plan

3.2.2.B Create and produce communication material (texts visuals presentation etc.) adapted to and related to the execution of the Communications Plan.

3.2.2 A/B Milestones: For each month in the period running from January 2027 to December 2027 included

3.3.2.A: Provide standardized monthly reports detailing short-term achievements and adjustments

3.3.2 A Milestones: For each month in the period running from January 2027 to December 2027 included

3.3.2.B: Provide mid-term KPI reports:

- one quantitative report outlining the process for implementing and delivering improvements to the agreed-upon quantitative KPI

- one assessment of the qualitative KPI detailing perceived behavioral changes and leveraging staff members feedback on communications efforts thus far.

3.3.2 B Milestones: Applicable in April 2027 July 2027 and October 2027

3.3.2.C: Provide annual progress reports summarizing yearly achievements challenges and future plans for continuous improvements including performance trends and comparisons to targets.

3.3.2 C Milestones: Applicable in December 2027

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) (Annex B) including the EBA Receipt number. Payment will be provided based on these deliveries as indicated in the table. Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and NDWC Chief.

2028 OPTION: 01 January 2028 to 31 December 2028

3.1.2.A: Define the new objectives and goals for the year in coordination with NDWC Chief in line with the business strategy and execution. Adjust existing Communication plans to reflect ongoing new objectives and goals for the year.

3.1.2.B: Create a detailed plan outlining strategies for improving each KPI in line with the overall business strategy and execution. Define monthly campaigns to be executed during the year.

3.1.2 A/B: Applicable in January 2028

3.2.2.A Execute campaigns according to Communications Plan

3.2.2.B Create and produce communication material (texts visuals presentation etc.) adapted to and related to the execution of the Communications Plan.

3.2.2 A/B Milestones: For each month in the period running from January 2028 to December 2028 included

3.3.2.A: Provide standardized monthly reports detailing short-term achievements and adjustments

3.3.2 A Milestones: For each month in the period running from January 2028 to December 2028 included

3.3.2.B: Provide mid-term KPI reports:

- one quantitative report outlining the process for implementing and delivering improvements to the agreed-upon quantitative KPI

- one assessment of the qualitative KPI detailing perceived behavioral changes and leveraging staff members feedback on communications efforts thus far.

3.3.2 B Milestones: Applicable in April 2028 July 2028 and October 2028

3.3.2.C: Provide annual progress reports summarizing yearly achievements challenges and future plans for continuous improvements including performance trends and comparisons to targets.

3.3.2 C Milestones: Applicable in December 2028

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) (Annex B) including the EBA Receipt number. Payment will be provided based on these deliveries as indicated in the table. Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and NDWC Chief.

5 EXPECTED PERFORMANCE

The contractors performance will be continuously evaluated and feedback will be provided monthly during a formal review meeting with the NDWC Chief.

6 COORDINATION AND REPORTING

The contractor shall coordinate the Communication messaging with NDWC Chief.

7 SCHEDULE

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

The BASE period of performance is no later than January 02 2026 and will end no later than 31 December 2026.

If exercised the options the period of performance is:

- For 2027: 01 January 2027 to 31 December 2027

- For 2028: 01 January 2028 to 31 December 2028

8 REQUIREMENTS

8.1 General requirements

NCIA 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.

provide the service contractor with access to the internal systems and business tools as required.

at start of contract will share existing Communications Strategy and Plan as well as supporting materials including templates and not before.

The Contractor shall:

seek the Purchasers approval prior to appointing new personnel to work under this SoW.

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

The Contractors personnel shall:

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.

be knowledgeable and experienced in the nature of the tasks and activities of the Service.

be courteous and professional in dealing with NATO and the NCIAs staff.

have sufficient knowledge in English language to allow smooth verbal and written communication.

handle the NCIAs furnished equipment with due care.

operate the equipment following the manufacturers requirements.

bring immediately to the attention of the NCIA POC any issues preventing the execution of the work.

report to and receive guidance from the NCIA POC onsite.

8.2 Constraints

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

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

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

8.3 Specific Requirements

See Requirements

9 PRACTICAL ARRANGEMENTS

The contractor shall be required to work onsite at the NCIA in The Hague Netherlands.

The contractor shall work under NCIA AAS contract for the NCIA in The Hague Netherlands. He or she will work under the direction and guidance of the NDWC Chief or their designated representative.

Travel outside of the country will be required. Travel cost are out of scope and will be borne by the NCIA 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.

10 PRACTICAL ARRANGEMENTS

It is mandatory for the Contractor to be in possession of a valid NATO Secret security clearance for the duration Period of Performance.

Security requirements from NS Projects are in compliance with Security Requirements for NATO S#cret (NS) Projects (Classified Projects).

Services delivery should be compliant with Project Security Instructions (PSI).

• The Contractors personnel shall 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.

8.3 Specific Requirements

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

General Qualifications:

• BSc/BA in PR communications journalism or relevant field or relevant professional experience.

Essential Experience:

• At least 3 years of relevant experience in communication strategy and execution in the last 5 years.
• At least 2 years of prior experience/knowledge in working with NCIA or any other NATO agencies or organizations such as NATO HQ IS/IMS ACO ACT.
• Fluency in English.

Desirable qualifications:

• Proven experience in supporting Digital Transformation by creating engaging communication materials including video and print to effectively convey key messages to diverse stakeholders.
• Proven experience in designing and executing communications plans targeted at end users with the objective of influencing behaviors and supporting adoption of change initiatives.