2025-0009 SharePoint Service Level Maintenance (NS) REMOTE - 3 Mar

Deadline Date: Monday  3 March 2025
 
Requirement Title: SharePoint Service Level Maintenance and Continuous Improvement for  NATO Restricted services
 
Location: REMOTE
 
Full time on-site:  Yes        
 
Not to Exceed: 117,630 EUR   
  
Required Start Date:  1 April, 2025
 
Required Security Clearance:   NATO Secret
 
 Bidding Instructions:

• Technical Proposal 

• 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 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. 
• A description of past experience in delivering service or applying changes to SharePoint Server and/or SharePoint online environments which relates to the requested deliverables under the SoW. 
• Award 

• Fulfill obligations under the iSLA between NCIA CIO and NDWC, as presented in this agreement as level 2 support, for the following services PLT001-004, PLT001-004, APP030, APP031 and APP067 provided to NCIA. This shall be done for a minimum of 44 weeks per calendar year. Where these extend to underlying services, the actual performance of that services is considered the baseline for measurement (e.g. PLT003 achieves 95%, then the Contractor, is expected to achieve 99% out of 95% for incidents directly related to the underlying service and 99% for incidents that are resolvable without the intervention of others). In fulfilling these obligations the contactor is expected to apply the ITIL v4 framework and follow guidance in Annex B and Annex C. 
• Fulfill obligations under the respective SLA’s with ACO (MarCom specifically), CMRE, NAGSMA, NSF (M-NDN specifically) and NSPA for their respective NR SharePoint URLs related to PLT001-4. The specific obligations are presented in this agreement as level 2 support. This shall be done for a minimum of 44 weeks per calendar year. In fulfilling these obligations the contactor is expected to apply the ITIL v4 framework and follow guidance in Annex B and Annex C. 
• Provide a plan and a handover to fulfill the obligations to all customers as covered in this agreement to make sure the remaining operation weeks can be fulfilled by one of the incumbents of the SLS team within the CP group. 
• Contribute to the continuous improvement of the NR SharePoint platform by 
• Performing checks and applying resolutions at the site collection level, following the Content Database migration as to be completed by the PLT003 team as part of migration to SharePoint 2019. Each check will need to be added to respective Azure DevOps board as a Product Backlog Items. 
• Performing checks and applying resolutions at the site collection level, following the Content Database migration as to be completed by the PLT003 team as part of migration to SharePoint Subscription Edition. Each check will need to be added to the respective Azure DevOps board as a Product Backlog Items. 
• Deploying the Intranet Uplift components on DEV, UAT and Production. Tasks related to performing this will need to be added as Task to the respective Azure DevOps board
• Developing and documenting use case covering technical and functional guidance on the use of Office 2024, in conjunction with OneDrive NGSC and SharePoint 2019 or Subscription edition (collectively referred to as the vNext Digital Workplace) using Modern UI. This should result into use cases including screenshots with NATO branding of the features to be introduced by these technologies. Each use case will need to be added to the respective Azure DevOps board as a Product Backlog Items and documented in PowerPoint. 
• Developing and documenting use case covering technical and functional guidance on use of the Virto One suite of web parts. This should result into use cases including screenshots with NATO branding of the features to be introduced by these technologies. Each use case will need to be added to the respective Azure DevOps board as a Product Backlog Items and  documented in PowerPoint. 
• Developing and documenting use case covering technical and functional guidance on the use of an alternative to creating forms (through Linqi, Lightning Tools, Virto Forms, or similar). This should result into use cases including screenshots with NATO branding of the features to be introduced by these technologies. Each use case will need to be added to the respective Azure DevOps board as a Product Backlog Items and documented in PowerPoint.
• Providing guidance on the migration of all existing InfoPath forms to a sustainable technology with long term support. This should lead to a report, a plan and resources for execution of the actual migration. 
• Realizing a search and discovery pages which surfaces Project site related content, both the metadata on these projects as well as the full text search result of the content within Project Sites. It is expected that the contractor involves NCIA IKM in establishing user stories which will be added to respective Azure DevOps board. 
• Realizing an adapted navigation in as part of the Intranet Uplift expressed as the new mega menu. It is expected that the contractor involves NCIA IKM in establishing user stories which will be added to respective Azure DevOps board.

• Delivery of services is subject to a valid NATO secret security clearance during the duration of the contract. Services cannot be delivered nor paid when this constraint is not fulfilled. - Services can only be delivered from a (home) office which is located in one of the current NATO member states. 
• Where services are delivered remotely, the Contractor shall ensure a professional working environment in which all necessary meetings can be attended to, using a stable internet connection, with camera on and microphone open. Free from distraction to the Contractor and any participants in meetings. 
• The development work of the Content Platforms team is done in Agile Scrum sprints of three weeks. The Contractor shall ensure participation in a total of 14 sprint cycles annually for the duration of the contract, considering proration for partial calendar years. 
• As part of the sprint cycle, preparation of, and participation in sprint planning and refinement, sprint reviews and sprint retrospectives with the wider team is expected. The Contractor is expected to reflect services delivered on respective Kanban Boards and within respective Agile Scrum templates in support of the respective Product Goals and Agile approach. 
• Each planning session the Contractor is expected to contribute, prioritize and refine user stories within the respective backlogs of CP products. User stories are the preferred approach to define deliverables under this agreement such as test cases, use cases and features. 
• Service support shall be provided within the NR environment, using the ITSM NR application as the main source of input. The Contractor is expected to monitor the PLT001 queue for tickets relating to NR customers as mentioned in this agreement. The Contractor shall acknowledge the receipt of request and follow through until a satisfactory resolution is in place. 
• For service support execution and reporting, the Contactor shall liaise with the Second Level Support (SLS) team within the Content Platforms Group (CPG). 
• To deliver the needed services the Contractor shall be provided a Reach laptop and adequate software to work on site and remotely. Any other peripherals or office furnishings are expected to be provided by the Contactor. 
• The contactor shall ensure on site presence for at least 3 consecutive working days in either the NCIA The Hague or NCIA Braine L’Alleud office to participate in planning and review sessions with the development team. At minimum the Contractor is present at the following occasions: o To participate in at least 2 all hand meetings per year; 
• To be part of at least 4 planning sessions throughout the performance period. This may be either sprint planning or project planning. 
• To be part of at least 4 review session throughout the service delivery period.
• The Contractor will propose a schedule to, and seek approval from, the designated NATO Point of Contact (PoC) to fulfill the on-site presence requirement. 
• Travel expenses incurred during any mandatory on-site visits are to be covered by the Contractor.