NATO Request for Information: NATO Security Support and Training to Ukraine (NSATU) Level 1 AND Level 2 Support Service Outsourcing

The NATO Communications and Information Agency (NCIA) is conducting a market survey to identify qualified vendors and gather input on potential solutions to support the upcoming acquisition of Level 1 and Level 2 services support to NATO Security Support and Training to Ukraine (NSATU). The goal is to transfer the responsibility of such services within defined national locations, from NCIA to a qualified external service provider. The contractor shall provide Level 1 and Level 2 support services across 4 performance locations, including day-to-day system operation, management, maintenance, technical assistance, and the provision of required support personnel. The main infrastructure includes workstations, back-end infrastructure, deployable CIS systems, and security domains or networks. The contractor shall deliver Level 1 and Level 2 support services by undertaking all required operational activities, routine preventive maintenance tasks, and corrective maintenance activities. The contractor shall also provide monthly Key Performance Indicators (KPI) reporting and regular review meetings with the NCIA Service Delivery Manager. Some key services and their corresponding KPIs include: • Workstations: 99.7% availability, 100% incident resolution • E-mail and directory services: 99.7% availability, 100% incident resolution • File shared services: 99.5% availability, 100% incident resolution • Application services: 99.5% availability, 100% incident resolution • Web services: 99.5% availability, 100% incident resolution • Print services: 99.7% availability, 100% incident resolution • Proxy and caching services: 99.5% availability, 100% incident resolution • LAN communication services: 99.9% availability, 100% incident resolution The contractor shall also provide personnel with minimum security clearance requirements, language skills, and skill matrix compliance. Some benefits of this opportunity include: • The chance to work with a major international organization like NATO • The opportunity to provide critical support services to a key NATO mission • The potential for contract extension and renewal However, some challenges and considerations include: • The need to meet strict security clearance and language requirements • The requirement to provide support services across multiple locations • The need to manage and report on a large number of KPIs