Provision and On-going Support for AV&VTC Services

The purpose of this Statement of Work (SoW) is to define the services for AV&VTC services in NCI Agency The Hague, Netherlands. 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 The Hague, Netherlands, 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"). The Contractor shall: 4.1 AV&VTC Implementation Provide first level of support to end users for daily business. Ensure audio-visual and video teleconferencing systems (single, dual and multi domain) in meeting, collaboration rooms, and auditoria are functional and fully operational. Perform first-line troubleshooting, conduct daily preventive readiness checks of AV/VTC systems, escalate issues as required and maintain incident records and operational logs. Support the installation of standard AV/VTC Systems. 4.2 Maintenance Preventive maintenance, readiness checks, and escalation of complex issues. Monitor AV/VTC systems availability, reliability, and performance. Analyze incident service request and fault trends to identify recurring issues and improvement opportunities. 4.3 Continual Service Improvement Proactive, structured and measurable continual approach ensuring AV/VTC services evolve in line with the Agency's needs while maintaining service stability and compliance. Continuously improve the quality and efficiency of AV/VTC services by monitoring and maintaining healthy frontend environment thus reducing the need for support. Identify and provide opportunities for continuous service improvements. Activities and tasks mentioned above will either have combinations or single focus based on the requirements of the organization at each Work Package.

5. PAYMENT SCHEDULE Deliverable: Provision and ongoing delivery of AV&VTC Services Payment Milestone: Monthly upon completion of monthly services in accordance with the performance indicators and service levels, including SLA compliance, ticket resolution, system availability, security compliance, reporting, and user support/training activities.

6. SCHEDULE The BASE period of performance begins 13 July 2026 and ends 31 December 2026. If the 2027 option is exercised, the period of performance is 1 January 2027 to 31 December 2027. If the 2028 option is exercised, the period of performance is 1 January 2028 to 31 December 2028.

• Relevant experience of the proposed team members, * NATO security policy compliance.
• Valid security clearance required.
• Qualified and experienced personnel.
• English language proficiency.
• Stable team with minimal rotation.
• Purchaser approval for personnel changes.
• Proper handling of PFE equipment.
• Use of ITSM system mandatory.
• Immediate escalation of blocking issues.
• End-user impact must be minimized., * A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Equivalent practical experience and industry certifications will also be considered., * Minimum of 3-5 years of experience and strong knowledge of managing AV/VTC room systems including VTC codec (HP/Poly, Cisco), cameras (HP/Poly, Panasonic), projectors (Epson), monitors (NEC), control processors (Crestron, Extron), microphone systems (Televic), video matrixes (Extron), Video Wall TV Systems and other peripherals.
• Proven experience as an AV&VTC technician, particularly with HP/Poly/Cisco and PEXIP Videoconferencing.
• Proficiency in troubleshooting hardware, software, and network issues.
• Knowledge of Active Directory, Group Policy, and Windows Update management.
• Strong communication and interpersonal skills for user support and training.
• Familiarity with IT best practices (ITIL) and tools.
• Experience with IT service management (ITSM) tools.
• Familiarity with IP networking fundamentals related to AV equipment., * Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to prioritize tasks and meet deadlines.
• Knowledge of IT security best practices.

Language Proficiency

• Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) - or equivalent Common European Framework of Reference for Languages level B2-C1 (Upper Intermediate to Advanced).