2025-0232 System Support for NATO Core GIS (NS) - TUE 5 Aug

Bidding Instructions

1.1 Terms

The term “contractor” referrers to “the resource(s)” that will execute the work.

The term “Company” refers to the “entity” that “directly” employs the contractor.

Contractor`s premises refers to the “Company`s” facilities where the contractor executes the off-site work.

1.2 Technical Proposal

Bidders shall include in the Technical Proposal:

• Submit CVs and attestations of the proposed team, clearly indicating the respective profiles as required by the Statement of work, Section 11.

• Submit a compliance matrix referring how the candidate(s) meet each of the profile requirements (section 11 of the SOW), justified by relevant project experience.

Deadline Date: Tuesday 5 August 2025

Requirement: System Support for NATO Core GIS

Location: The Hague, NL

Full Time On-Site: Yes

Time On-Site: 100%

Not to Exceed: 2025 BASE: NTE 64,500 EUR (16 sprints, NTE/ sprint 4,300 EUR)

2026 – 2027 – 2028 Options: Up to maximum of 46 sprints per year, executed on-site, at NCI Agency The Hague premises (with occasional travel to other NATO facilities).

Price per sprint will be determined by applying the price adjustment formula as outlined in CO-115786-AAS+ Special Provisions article 6.5.)

Period of Performance: 2025 BASE: As soon as possible not later than 10th September 2025 – 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 (See Section 7 SECURITY)

1 INTRODUCTION

The JISR Centre’s Vision is to assure information superiority for NATO. Our Mission is to deliver, support and protect valued Intelligence, Surveillance and Reconnaissance (ISR) capabilities, expertise and services, to maximise operational effectiveness for NATO.

The GeoMetOc Services Branch within the JISR Centre is responsible for the full lifecycle support of the NATO Core GIS Application Service, which provides customers with a suite of data, services and products that ensure all phases of military operations are conducted on the same spatial reference.

The NATO Information and Communication Agency (NCI Agency) located at The Hague, Netherlands, is currently providing GIS Services to the NATO community. These services are delivered via Core GIS Application Service, which is based on Commercial of the Shelf (COTS) software that uses the Esri ArcGIS software product suite in a NATO-specific configuration in the light of these activities, the JISR Centre is looking for an experienced system administrator and support engineer.

2 OBJECTIVES

The GeoMetOc branch requires the support of a multi-disciplinary team (follow on mentioned as Contractor) to execute a set of tasks that allows the upgrade of the current Core GIS system used in support of NATO operations. These tasks will come in a set of deliverables that the contractor shall provide.

Under the direction of the Core GIS Senior Service Delivery Manager, the contractor will require to perform the following tasks:

2nd and 3rd level support for Core GIS:

• Performs daily Operation and Maintenance (O&M) activities for NATO Core GIS;

• Acts as a technical expert and takes responsibility to monitor the enterprise incident management system, manage incident resolution, diagnose faults, determine root causes, and provide technical expertise to resolve incidents and their causes.

• Supports problem management in order to identify and resolve the underlying root causes for incidents related to NATO Core GIS, and supports other GIS engineers in the development of solutions in response to problems;

• Daily use of the ITSM Incident management tool to properly identify and solve incidents, service and change requests and problem management.

• Assists in the roll-out of system changes in the current Core GIS software baseline;

Operation and Maintenance of Core GIS:

• As an IT administrator, operates and maintains the Core GIS Reference System, Staging Environment, and Support domains for NATO Core GIS;

• Supports the development and systematic testing of new Core GIS baselines;

• Keeps Core GIS instances up to date and in line with the latest approved Core GIS baselines;

• Installation and configuration of new Core GIS instances where required;

• Manages the testbed equipment (hardware and software);

• Assists all Core GIS engineers in technical operations and ensures optimal utilization of the Core GIS instances;

• Automates recurrent processes in the maintenance and operation of the instances.

• Installation, configuration and deployment of the Core GIS instances for trainings conducted at NCI Academy.

3 SCOPE OF WORK

Scope of this project is to provide services in the area of NATO Core GIS System Support and development of GIS training packages.

The Contractor will be part of a team under the supervision of the NCIA Senior Service Delivery Manager (SDM) and will provide services using an agile and iterative approach using multiple sprints.

The services shall be carried out in sprints, where each sprint is always set for a duration of one week, and the work to be executed can be translated into multiple sprints.

The content and scope of each sprint will be agreed with the SDM and technical staff during the sprint-planning meeting, in writing.

The services shall be provided in close collaboration between the Contractor and NCI Agency Core GIS SDM as described in table below:

NCI Agency JISRC/GeoMetOc/Core GIS Senior Service Delivery Manager: Project lead and main stakeholder

Contractor: To provide services and deliverables as identified above

Close coordination of all activities with the NCI Agency Core GIS Service Delivery Manager (SDM) as well as strict adherence to agreed timelines is mandatory

Due to the AGILE approach of this project, there is a need to define a set of specific arrangements between the NCI Agency and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning, execution and review processes, which are detailed below:

1. Sprint Planning:

• Objective: Plan the objectives for the upcoming sprints.

• Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of upcoming sprints and review contractor`s 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 level of effort for the various sprint tasks.

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

• Assess each payment milestone cycle duration of 1 calendar month. State of completion and validation of each sprint status and sign off sprints to be submitted for payment as covered in Section 4.

• There should be a sprint planning meeting every 4 sprints, that is 4 calendar weeks.

2. Sprint Execution:

• Objective: Contractor to execute the agreed “sprint plans” with continuous monitoring and adjustments.

• Regular meetings between NCI Agency and the contractor to review sprint progress, address issues and make necessary adjustments to the processes or production methodology. The Meetings will be physically in the office, or in person via electronic means using Conference Call capabilities, according to the NCI Agency project manager’s instructions.

• Continuous improvement: Contractor 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: Contractor to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.

• Quality Assurance/Quality Check: Contractor 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.

3. Sprint Review:

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

• At the end of each sprint, there will be a meeting between the NCI Agency and the Contractor 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.

4. Sprint Payment:

• For each sprint to be considered as complete and payable, the contractor must report the outcome of their work during the sprint, first verbally during the retrospective sprint review meeting and then in writing within three days after the sprint’s end date. A report must be sent by email to the NCI Agency Core GIS Senior Service Delivery Manager, listing all the work achieved against the agreed tasking list set for the sprint.

• The contractor's payment for each sprint 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 Contractor and project authority.

• If the contractor fails to meet the agreed Acceptance criteria for any task, the NCI Agency reserves the right to withhold payment for that task/sprint.

4 PAYMENT MILESTONES AND DELIVERABLES

The following deliverables are expected from this statement of work:

1. Complete the activities/tasks agreed in each sprint meeting as per sections 2 and 3 above.

2. Produce sprint completion reports (format: e-mail update) or the formal documentation required per specific task;

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 Senior Service Delivery Manager.

Payment Schedule will be according to payment milestones upon completion of four consecutive sprints. Upon completion and validation of each sprint and at the end of the monthly milestone, following the acceptance of the sprint report.

The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe, later, depending on the project priorities and requirements.

The payment shall be dependent upon successful acceptance of the sprint report and the Delivery Acceptance Sheet (DAS) – (Annex A).

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

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

2025 BASE: As soon as possible but not later than 10 September 2025 to 31 December 2025

Deliverable Up to 15 sprints Combined multi activity to the System Support for Core GIS (Number of sprints is estimated. Actual number of sprints will be determined in accordance with the starting date.)

Cost Ceiling: NTE 64,500 EUR (16 sprints, NTE/ sprint 4,300 EUR)

Payment Milestones: Upon completion of 4 consecutive sprints.

The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements.

2026 OPTION: 01 January 2026 to 31 December 2026

Deliverable Up to 46 sprints Combined multi activity to the System Support for Core GIS

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.

Payment Milestones: Upon completion of 4 consecutive sprints.

The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements.

2027 OPTION: 01 January 2027 to 31 December 2027

Deliverable Up to 46 sprints Combined multi activity to the System Support for Core GIS

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.

Payment Milestones: Upon completion of 4 consecutive sprints.

The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements.

2028 OPTION: 01 January 2028 to 31 December 2028

Deliverable Up to 46 sprints Combined multi activity to the System Support for Core GIS

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO‐115786‐ AAS+ Special Provisions article 6.5.

Payment Milestones: Upon completion of 4 consecutive sprints.

The NCIA team reserves the possibility to exercise a number of options, based on the same scrum deliverable timeframe and cost, at a later time, depending on the project priorities and requirements.

5 COORDINATION AND REPORTING

The Contractor shall deliver services mainly at NCI Agency The Hague or occasionally at other NATO sites.

The contractor shall report to the JISRC/GeoMetOc/Core GIS Senior Service Delivery Manager.

The Contractor shall participate in weekly status update meetings and other meetings, physically in the office, or in person via electronic means using Conference Call capabilities, according to service delivery manager’s instructions.

For each sprint to be considered as complete and payable, the contractor must report the outcome of his/her work during the sprint, first verbally during the retrospective meeting and then in writing, within five (5) working days after the sprint’s end date. At the end of each sprint the necessary documentation needs to be provided by the contractor as defined in this SOW.

6 SCHEDULE

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

The BASE period of performance is as soon as possible but not later than 10 September 2025 and will end no later than 31st December 2025.

If the 2026 option is exercised, the period of performance is 01st January 2026 to 31st December 2026.

If the 2027 option is exercised, the period of performance is 01st January 2027 to 31st December 2027.

If the 2028 option is exercised, the period of performance is 01st January 2028 to 31st December 2028.

7 SECURITY

The security classification of this contract is "NATO SECRET (NS)." "NS" level is the highest access to NATO classified information given, for the implementation to this contract.

Under the NATO Physical, Personnel and Industrial Security Directives, Contractor's personnel visiting or working, unescorted, and have access to classified information NC and above, at NCI Agency/NATO premises, in connection with this Contract shall hold a NATO SECRET security clearance valid for the duration of the Contract. For this reason, the Contractor shall have the appropriate facility Security Clearance (FSC) and obtain the necessary Personnel Security clearances (PSC). This requirement applies to all subcontracts issued by the Contractor for the effort under this prime Contract.

It is the responsibility of the Contractor to ensure that his personnel obtain the required security clearance and transmit this information (Request for Visit process) to the sites to be visited in adequate time, (usually 2-3 weeks) that the site may perform the appropriate administration. The Contractor shall submit visit requests (RFVs) for the sites trough his National Security Authority.

More details can be found in the NCIA Guidance for RFVs and CSOs and can be requested from the contracting authority.

The Contractor is advised that the personnel security process may be lengthy. The Purchaser bears no responsibility for the failure of the Contractor to secure the required clearances for its personnel within the necessary time.

In case the contractor is working at NS level at NATO`s premises but there is a need to continue this work at the contractor’s facilities, then NATO Security regulations for the transportation/handling and safeguarding of NATO classified information/assets will apply. This information will be only in the form of document and not in IT / CIS material.

The Contractor shall comply with the security measures prescribed in NATO Security Policy, by the Purchaser and as applicable, by the National Security Authority (NSA) or Designated Security Authority/Agency (DSA), of each of the NATO Member nations, in which the Contract is being performed and/or in which the Company is based. The Contractor shall be responsible for the safeguarding of information that is indicated as “NATO classified” (“NATO classified information”) such as NU, NR, NC, NS and CTS, under the “need to know” principal, as well as NATO classified and “In Confidence” documentation, material and equipment entrusted to them or generated by them in connection with the performance of the Contract.

Contractor’s personnel acting as Privileged Users shall also be required to comply with the regulations described under the Code of Conduct and directives for NATO CIS Privileged Users.

The Contractor shall note that there are restrictions regarding the carriage and use of electronic devices (e.g. laptops) in Purchaser secured locations. The Contractor shall be responsible for satisfying and obtaining from the appropriate site authorities the necessary clearance to bring any such equipment into the facility.

Although the security measures as mentioned in this clause deemed sufficiently clear, the Contractor should request more detailed information in case of doubt.

8 CONSTRAINTS

All the documentation provided under this statement of work will be based on NCI Agency templates and/or agreed with the project point of contact.

All support, maintenance, documentation and required code will be stored under configuration management and/or in the provided NCI Agency tools.

All developed solutions, tools and code under this project will be property of the NCI Agency.

One contractor (as in defined profile Section 11) must accomplish this service.

All contractors need to be able to work in a team approach synchronised by the Contractors provided Project/Management/Support Coordinator. The NCIA PM/SDM will interact primarily with the Manager/Support-Coordinator as the PoC.

In the event that a contractor(s) leaves during the contract period. NCI Agency AAS+ framework Terms and Conditions apply.

9 PRACTICAL ARRANGEMENTS

The following arrangements will be required:

• NCIA will provide access to relevant networks and resources as required by the project.

• NCIA will take the required procedures to create accounts that will allow contractors to access the NATO/NS/MS network environments.

• Services are to be provided during NCIA Recognised Business hours/Holidays:  NCIA-The Hague official holiday schedule applies and will be provided to the contractor.

• NCIA Hours of Operations: Monday to Friday 0830 – 1700 (CET)

• Contractor Furnished Services: Contractor shall furnish everything required to perform the contract except for the items specified and covered under NCIA Furnished Property and Services below.

• NCIA Furnished Property and Services: Access to relevant networks can be provided by NCIA as agreed in sprint meetings. To be provided by NCIA, a NATO Restricted (NR) Automated Information System (REACH-Laptop) to the Contractor to assure secure normal project communication exchange and reporting.

10 TRAVEL

The services will be carried out at NCIA The Hague, NLD facilities. Additionally, there may be requirements to travel to other NATO sites.

Travel expenses will be borne by the NCI Agency 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.

11 QUALIFICATIONS

[See Requirements]

Requirements

7 SECURITY

• Under the NATO Physical, Personnel and Industrial Security Directives, Contractor's personnel visiting or working, unescorted, and have access to classified information NC and above, at NCI Agency/NATO premises, in connection with this Contract shall hold a NATO SECRET security clearance valid for the duration of the Contract. For this reason, the Contractor shall have the appropriate facility Security Clearance (FSC) and obtain the necessary Personnel Security clearances (PSC). This requirement applies to all subcontracts issued by the Contractor for the effort under this prime Contract.

11 QUALIFICATIONS

The consultancy support for this work requires that for each of the presented profiles all qualifications are to be met by the contractor.

• MSc degree at a nationally recognised/certified in a GIS, IT, Computer or Software related discipline and a minimum of 6 years post-related experience.
• Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCI Agency, that is, at least 10 years extensive and progressive expertise in duties related to the function of the post;
• Professional experience with direct customer contact and the direct interaction with customers, preferably in a support environment.
• Strong knowledge of ArcGIS software including installation, configuration, optimization and creation of all currently available service types;
• Strong experience with implementation of ArcGIS Enterprise GIS solutions;
• Expertise in MS SQL Server (or other RDBMS) and geodatabases;
• Proficiency with Python, ArcPy, Powershell or other scripting tools;
• Proven experience in the operation & maintenance of a GIS Enterprise solutions based on ArcGIS 10.8.1 or higher, in the areas of troubleshooting of errors and problems, implementation, and documentation of solutions;
• Detailed technical knowledge in the installation, configuration, and maintenance of all Esri products (server and client side) that are required in the NATO enterprise GIS environment;
• Expertise in IT infrastructure and platform services (such as databases, virtualization platforms, network components) to the extent as it is required for the operation, maintenance and diagnosis of an enterprise GIS;
• Very good overview of the current ArcGIS software suite desktop/server/web components.
• Expertise in developing GIS System training materials.
• Prior experience of working in an international environment comprising both military and civilian elements;
• Proven ability to integrate and work in a multinational team;
• Fluent business English;