2026-0051 Provision and On-going Support for AV&VTC Services (NS) - WED 10 Jun

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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 bidder's understanding of the requirements Previous similar experience Relevant experience of the proposed team members b. CVs of the assigned resource(s) for the project. It is up to the bidder to propose the size of the team that executes the work and produces the deliverables in the timeline 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: Wednesday 10 June 2026 Requirement: Provision and on-going support for AV&VTC Services Location: Oeiras, PT (100% onsite) Full Time On-Site: Yes Period of Performance: BASE: 13 July 2026 to 31 December 2026. 2027 Option: 1 January 2027 to 31 December 2027. 2028 Option: 1 January 2028 to 31 December 2028. Required Start Date: 13 July 2026 End Contract Date: 31 December 2026 (BASE); options through 31 December 2028 Required Security Clearance: NATO Secret 1. PURPOSE The purpose of this Statement of Work (SoW) is to define the services for AV&VTC services in NCI Agency Oeiras, Portugal. The NCI Agency (hereinafter referred to as the "Purchaser") seeks a qualified Contractor to provide continuous AV&VTC services in support of Purchaser personnel based in Oeiras, Portugal, 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 AV&VTC Services and to ensure the optimal performance, security, and reliability of AV&VTC 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 AV&VTC 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 audio-visual and video teleconferencing systems in meeting, collaboration rooms, and auditoria 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 AV/VTC Room 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. 3.1 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 4. DELIVERABLES The principal deliverable of this Statement of Work (SoW) is the provision and continuous delivery of the AV&VTC Service (hereinafter referred to as the "Service")

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