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1. 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). The proposed approach should address the minimum:
Sufficient details to allow assessment of the bidders understanding of the requirements.
Previous similar experience.
Relevant experience of the proposed team members.
b: CVs of the assigned resource(s) for the project, and related attestations. It is up to the bidder to propose the size of the team that executes the work and produces the deliverables in the time line allocated. The Purchaser may accommodate a reasonable number of personnel at the current facilities. The CVs shall clearly distinguish if the proposal is for Key Personnel or not.
Deadline Date: Thursday 1 October 2026
Requirement: Provision and On-Going Support for BMD OPSLOOP Voice Services
Location: 100% onsite in Mons, BEL
Period of Performance: 2026 BASE: As soon as possible but no later than November 9, 2026 to December 31, 2026, with possibility to exercise the following options:
2027 Option: January 1, 2027 until December 31, 2027.
2028 Option: January 1, 2028 until December 31, 2028.
Required Security Clearance: NATO COSMIC TOP SECRET (NATO SECRET security clearance is accepted with CTS in progress – deadline to have CTS in place by end of November 2026).
Special Terms and Conditions: Statement of Work
1. PURPOSE
The purpose of this Statement of Work (SoW) is to define the services for BMD OPSLOOP Voice services in NCI Agency Mons, Belgium. The NCI Agency (hereinafter referred to as the “Purchaser”) seeks a qualified Contractor to provide continuous BMD OPSLOOP Voice services in support of Purchaser personnel based in Mons, Belgium, as well as personnel on official duty at that location.
2. OBJECTIVES
The objective of this role is to provide first level support for issues related to BMD OPSLOOP Voice Services and to ensure the optimal performance, security, and reliability of BMD OPSLOOP Voice services.
The Contractor shall also provide end-user support, including technical assistance and user guidance where required. The overall objective is to improve user satisfaction, reduce support response times, and enhance the quality and efficiency of IT service delivery.
During the performance of the contract, the Contractor shall operate as an integral part of the Purchaser’s NATO Digital Workplace Centre (NDWC), Shared Workspace Group (SWG), delivering on-site BMD OPSLOOP Voice services support.
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 collaboration area.
Ensure that BMD OPSLOOP Voice services are functional and fully operational.
Perform first-line troubleshooting and escalate issues as required and maintain incident records and operational logs.
Support installation of standard BMD OPSLOOP Voice Systems.
Provide user assistance before, during, and after meetings.
Additional support may be requested to augment the baseline staff for large conferences, VIP meetings, or high-visibility events.
3. INTRODUCTION
NATO Digital Workplace Centre (NDWC), part of NCI Agency, provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing a feature-rich Digital Workplace, which enables NATO staff members to connect, communicate, and collaborate.
Shared Workspace service area delivers the following user-facing services to NATO Commands, NATO Force structure and Nations in all 32 Allied Nations:
Printing, scanning and copying services, client frontend provisioning, management, operation and lifecycle across multiple separate networks of different classifications.
Voice and Video conferencing server backend and frontend devices and rooms, maintenance, management, operation and troubleshooting across multiple separate networks of different classifications.
AV/VTC service is designed to give value-added auditory and visual experience to the customers and users while doing their consultation sessions or briefings using the latest technology available.
The services integrate with other services and enable NATO-specific functional applications higher up the software stack. Through several on-going streams of work in Q4’24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.
4. PURCHASER SUPPORT STRUCTURE
The Purchaser support structure is organized into three levels:
Level 1 (L1): Centralized Service Desk providing virtual first-line support.
Level 2 (L2): On-site technical support, including touch-labor and specialized support provided by the CIS Support Unit or IT Service Kiosk.
Level 3 (L3): Centralized engineering support provided by specialist technical teams.
a. Deliverables
The principal deliverable of this Statement of Work (SoW) is the provision and continuous delivery of the BMD OPSLOOP Voice Service (hereinafter referred to as the “Service”).
The Contractor shall:
i. BMD OPSLOOP Voice Implementation
Provide first level of support to end users for daily business.
Ensure that BMD OPSLOOP Voice services are functional and fully operational.
Perform first-line troubleshooting, conduct daily preventive readiness checks of BMD OPSLOOP Voice systems, escalate issues as required and maintain incident records and operational logs.
Support the installation of standard BMD OPSLOOP Voice Systems.
KPI: Service availability: Measurement and target: ≥99.5% availability during agreed operational/service hours, excluding approved maintenance and external dependencies. Acceptance criteria: Availability report demonstrates achievement of target; all exclusions are documented and approved. Evidence: Monitoring report, outage records, maintenance calendar.
KPI: Daily readiness checks: Measurement and target: 100% of scheduled checks completed; ≥98% completed within the agreed daily time window. Acceptance criteria: Checklist completed for every scheduled operational day; exceptions documented, actioned and escalated. Evidence: Signed/electronic checklists, operational logs.
KPI: First-line response: Measurement and target: ≥95% of incidents acknowledged within the applicable SLA; 100% of critical incidents acknowledged within the critical-incident SLA. Acceptance criteria: Service-management records contain timestamps, categorisation, actions and status. Evidence: Incident records and SLA report.
KPI: First-line resolution: Measurement and target: ≥80% of incidents within the agreed first-line scope resolved without unnecessary escalation. Acceptance criteria: Resolution rate achieved; unresolved incidents correctly escalated with diagnostic evidence. Evidence: Incident and escalation records.
KPI: Escalation timeliness: Measurement and target: ≥95% of issues outside first-line scope escalated within the agreed SLA; 100% of critical issues escalated immediately in accordance with procedures. Acceptance criteria: Escalations include impact, priority, troubleshooting performed and supporting logs. Evidence: Tickets, escalation notices, operational logs.
KPI: Record completeness: Measurement and target: ≥98% of incidents and operational events recorded accurately; 100% of critical incidents fully documented. Acceptance criteria: Mandatory fields completed, including cause/symptoms, actions, timestamps, affected configuration items and resolution. Evidence: Incident-record quality sample.
KPI: Standard installation success: Measurement and target: ≥95% of installations accepted at first verification; 100% supported by installation and test records. Acceptance criteria: Installation follows approved baseline; functional test passed; configuration and asset records updated. Evidence: Installation checklist, test results, configuration records.
KPI: User support satisfaction: Measurement and target: ≥85% positive satisfaction or agreed equivalent score, subject to a representative response level. Acceptance criteria: Survey results meet target; material complaints are addressed through corrective actions. Evidence: Survey results and action log.
The deliverable is accepted when:
The agreed support coverage was provided throughout the period.
Availability and readiness-check targets were achieved.
Incidents were handled, documented and escalated according to approved procedures and SLAs.
Standard installations passed functional and configuration verification.
No unresolved critical failure attributable to the contractor remains at the acceptance date, unless an approved corrective-action plan exists.
ii. Maintenance
Preventive maintenance, readiness checks, and escalation of complex issues.
Monitor BMD OPSLOOP Voice systems availability, reliability, and performance.
Analyze incident service request, and fault trends to identify recur
Work arrangement
No
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