Deadline Date: Wednesday 09 September 2026

Requirement: Audio/Video Technical Services

Location: Sigonella, Italy (100% onsite, NCIA CSU Sigonella)

Period of Performance:

2026 Base: 01 November – 31 December 2026, with the possibility to exercise the following options:

2027 Option: 01 January 2027 – 31 December 2027

2028 Option: 01 January 2028 – 31 December 2028

Required Security Clearance: COSMIC TOP SECRET

1. INTRODUCTION

The Directorate of CIS Support Units (DCSU) is responsible for the delivery of end-to-end Communication and Information Systems (CIS) services across NATO commands through its CIS Support Units (CSUs). These services include installation, operation, maintenance and support of CIS capabilities required to enable NATO missions in peacetime, crisis, and war.

CSU Sigonella provides CIS services in support of local and deployed Operational Partners, ensuring that CIS systems and end-user services are delivered in a reliable, secure and operationally effective manner. The CSU's Service Operations Branch (SOB) is responsible for the execution of operational CIS services, including endpoint lifecycle management, user support and deployment of CIS equipment for exercises and operational activities.

This Statement of Work (SoW) defines the provision of Audio/Video Technical Support to all services intended to augment the capacity of the SOB. The Contractors will provide technical support to ensure the timely setup, configuration, and availability of Voice, VTC, and end-user services, as well as execution of associated operational activities in accordance with NCIA standards, procedures and operational requirements.

2. BACKGROUND

CSU Sigonella supports the provision of CIS Services to NISRF. The CIS support provided enables end-to-end CIS services, installing, operating, maintaining and supporting the full range of CIS capabilities during peacetime, crisis and war throughout its allocated Area of Responsibility (AOR).

Due to the growing demand coming from the NATO customer, the Service Operations Branch (SOB) requires additional Audio/Video Technical Support services to ensure timely setup and management of all audio/video services, execution of low-to-average complexity operational tasks and maintenance of the endpoint service readiness in line with the NCIA standards and procedures.

3. OBJECTIVE

The objective of this contract is to obtain Audio/Video Technical Services that contribute to the effective delivery of operational CIS support within CSU Sigonella. The Statement of Work is to obtain services ensuring:

• the availability of properly configured and operationally ready audio/video devices aligned with the approved baseline configurations;
• the execution of approved endpoint updates and physical line patching activities in accordance with the defined procedures and schedules;
• the timely and accurate handling of incidents and service requests;
• the effective preparation, deployment and recovery of CIS equipment in support of exercise and operational activities;
• and the maintenance of complete, accurate and auditable records of all performed activities and delivered outputs.

All services shall be delivered under the direction and prioritisation of the SOB and in close coordination with the Purchaser's (NCIA) designated Points of Contact.

4. SCOPE OF WORK

4.1 General

The Contractors shall deliver Audio/Video Technical Services in support of the CSU Sigonella SOB, focusing on the preparation, configuration, deployment, maintenance and lifecycle support of all assigned audio/video CIS equipment and associated operational activities.

The services shall encompass low-to-medium complexity technical tasks related to VIP video teleconferencing setup and management, Command Staff level 0 VTC support, installation and configuration of Voice over IP/Voice over Secure IP (VoIP/VoSIP) equipment, and setup and teardown of projectors and sound equipment. The Contractors shall ensure that all tasks are executed in compliance with the NCIA policies, technical standards and operational procedures.

All services shall be delivered in an outcome-based manner, with clearly defined deliverables, measurable outputs and traceable records of completion. The Contractor shall ensure that all activities are properly documented in relevant systems and that all outputs are auditable and verifiable.

The Contractor shall operate as an integral part of the SOB, supporting day-to-day operational requirements as well as preparation and execution of CIS support activities for exercises and other operational events.

4.2 Governance and Prioritisation

The Contractors shall perform all activities under the direction of the Purchaser, who will assign, prioritize and validate tasks through established service management processes.

All work shall be initiated based on the authorized requests, including but not limited to Work Orders (WOs), service requests, tasking instructions, or equivalent mechanisms defined by the Purchaser. The Contractor shall ensure that all assigned tasks are executed within the agreed timelines and in accordance with the operational priorities.

The Contractor shall maintain regular communication with the Purchaser's Points of Contact, provide status updates on ongoing activities and promptly report any issues, risks, or deviations that may impact service delivery. The service shall be delivered by two (2) Contractors.

4.3 Support to Other CIS Service Areas

In addition to the core responsibilities within the SOB, the Contractors may be required to provide support to other CIS service areas within CSU Sigonella, where such support is directly related to the endpoint services and remains within the defined technical scope of this SoW.

Such support may include assistance with equipment deployment activities, coordination with other technical teams, or execution of related operational tasks, as directed by the Purchaser.

5. SERVICE AREAS AND DELIVERABLES

The services shall be delivered in line with the SOB's operational priorities and in accordance with NCIA policies, procedures and technical standards. The Contractors shall provide the deliverables defined below, ensuring that all outputs are measurable, traceable and subject to formal acceptance by the Purchaser, against the mentioned KPIs.

Delivery will generically be assessed based on timeliness, quality of the outputs and compliance with the agreed requirements:

5.1 Audio/Video Technical Support – Deliverables

01 – VIP VTC Support

Description: Setup and attend all coordinated VIP VTCs to provide real-time support to the Command Staff.

Acceptance Criteria: All assigned support tasks have been completed on-time as requested by the customer.

KPI 1: ≥95% of assigned support tasks were completed on-time.

KPI 2: ≥90% of assigned support tasks were completed on-time.

02 – VTC System Support

Description: Provide support to any approved system changes in coordination with the NCIA Service Area's direction.

Acceptance Criteria: All assigned support tasks have been completed on-time as requested by the NCIA Service Area.

KPI 1: ≥95% of assigned support tasks were completed on-time.

KPI 2: ≥90% of assigned support tasks were completed on-time.

03 – VTC System Incidents

Description: Restoration of VTC and Voice services when a service interruption is detected.

Acceptance Criteria: Requests are completed within agreed timelines; all actions are recorded; and service restoration is confirmed with the customer.

KPI 1: ≥98% of recorded service interruptions are completed within the agreed service target.

KPI 2: ≥99% of completed service interruptions are processed without requiring corrective actions due to processing errors.

04 – Audio/Video Equipment Deployment

Description: Prepare, transport, install and connect audio/video equipment required for events or operational activities, including required peripherals.

Acceptance Criteria: Equipment is installed and operational before the agreed event start time; devices are powered, connected, and tested; users are able to work without blocking issues; deployment is recorded and inventory updated.

KPI 1: 100% of requested equipment is installed and operational before the agreed event or exercise start time.

KPI 2: ≥98% of deployed equipment passes initial operational testing without requiring replacement or significant reconfiguration.

05 – Troubleshooting & Support

Description: Provide first-line support to resolve common IT issues such as VTC session setup, VoIP/VoSIP user profile configuration problems, desktop VTC software errors, or connectivity issues. Escalate more complex issues when needed. Perform routine system checks on assigned assets (performance, connectivity, system status).

Acceptance Criteria: Reported issues are addressed within agreed response times; resolution is confirmed with the user; troubleshooting steps are recorded; issues that cannot be resolved are escalated without delay. Scheduled checks are carried out as planned. Issues are not left without action.

KPI 1: ≥85% of first-line incidents are resolved without escalation.

KPI 2: 100% of scheduled routine system health checks are completed within the planned maintenance window.

06 – Activity Logging & Documentation

Description: Record all performed work (installations, updates, fixes, deployments) in the designated systems to ensure traceability and accountability.

Acceptance Criteria: All activities are logged within the agreed timeframe; entries clearly describe what was done and the outcome; records are complete and can be reviewed or audited without missing information.

KPI 1: 100% of completed activities are recorded in the designated ITSM or asset management system within one business day of completion.

KPI 2: ≥98% of work records pass documentation quality review with complete and accurate information.

6. DELIVERABLE ACCEPTANCE, REPORTING AND PAYMENT

All deliverables are defined under this Statement of Work as the provision of Audio/Video Technical Services, covering all information described in Sections 4 and 5.

Each payment should be subject to the following acceptance conditions: the corresponding deliverable has been formally submitted and accepted by the Purchaser; the associated KPIs have been achieved for the reporting period (where a KPI is not fully met, payment may be reduced proportionally in accordance with the contractual performance mechanism); all supporting evidence (e.g. tickets, deployment reports, patch compliance reports, asset records, account management logs, readiness checklists and audit logs) has been provided; and any identified deficiencies or review comments have been addressed before final acceptance.

Acceptance shall be formalized through the Delivery Acceptance Sheet (DAS), signed by the Purchaser's representative.

6.1 Generic Key Performance Indicators (KPIs)

In addition to the deliverable-specific KPIs defined for each Deliverable, the Contractor's overall performance shall be assessed on a monthly basis using the Generic Performance KPIs described below. These KPIs measure the quality-of-service delivery across all activities performed under this Contract and shall contribute to the overall performance assessment of the Contractor.

Achievement of the Generic Performance KPIs shall not replace the requirement to satisfy the deliverable-specific acceptance criteria and KPIs but shall be used by the Purchaser to assess the Contractor's overall operational performance throughout the execution of the Contract.

The Generic Performance KPIs shall be weighted as follows:

1. Timeliness (30%): ≥95% of Work Orders (WO), Service Requests (SR) and scheduled activities completed within the agreed timelines; ≥90% of incidents responded to within the agreed response times; and 100% of exercise and event readiness activities completed before the agreed operational start time.

2. Quality (30%): ≥85% first-time resolution rate for first-line support activities without requiring escalation; ≥95% of Voice, VTC, presentation, and end-user device deployments successfully completed and accepted by the end user without rework; and ≥98% successful event and exercise deployments without critical failures requiring rollback.

3. Compliance & Traceability (25%): 100% of installations, updates, account changes, deployments and support activities recorded in the designated IT Service Management (ITSM) or asset management system; 100% of account changes, installations and configuration activities executed only against approved Work Orders, Service Requests or authorized requests; and ≥95% of operational records complete, accurate and suitable for audit purposes.

4. Governance & Communication (15%): 100% submission of required monthly performance reports by the agreed reporting deadline; ≥95% of operational risks, issues and service-impacting events escalated in accordance with agreed procedures and timescales; and ≥90% satisfaction score from the Purchaser's Point of Contact based on service quality, communication, responsiveness and professionalism.

6.2 Payment Model

The Contractor's monthly payment shall consist of two independent performance components: Deliverable Performance Score (DPS), weighted at 80%; and Generic Operational Performance Score (GPS), weighted at 20%.

The Overall Monthly Performance Score (OMPS) shall be calculated as: OMPS = (DPS × 80%) + (GPS × 20%).

For each KPI, the achievement level determines the score applied, as follows:

Target achieved or exceeded: 100%

Within 5% of target: 90%

Within 10% of target: 75%

More than 10% below target: 0%

The payment weighting and payment trigger for each deliverable shall be as follows:

D1 – Supporting NISRF Command Group in performing Level 0 activities for VIP VTC sessions, one session at a time (Weight: 20%): Payment upon acceptance that all planned Level 0 activities for the reporting period have been completed and both KPIs have been achieved.

D2 – VTC and Voice incident handling and repair/replacement of broken equipment (Weight: 15%): Payment upon acceptance of the update/compliance report demonstrating that patching and compliance KPIs have been met for the reporting period.

D3 – Support to any approved system changes in coordination with the NCIA Service Area's direction (Weight: 15%): Payment upon acceptance of the account management report confirming successful completion of approved requests within agreed service levels.

D4 – Prepare, transport, install and connect A/V equipment for events and operational activities (Weight: 15%): Payment upon successful completion of each scheduled event, with all equipment operational before commencement and KPIs achieved.

D5 – Provide first-line support and perform routine system health checks (Weight: 15%): Payment upon acceptance of the monthly service report demonstrating incident resolution performance, escalation management and completion of scheduled health checks.

D6 – Assist other technicians in the deployment and recovery of CIS equipment for routine service requests (Weight: 15%): Payment upon completion of all assigned Service Requests and Work Orders through the verification report confirming successful closure of all required checks and KPI compliance.

D7 – Record all performed work in the designated systems (Weight: 5%): Payment upon acceptance of the activity log and audit confirming complete, timely and accurate documentation of all activities.

7. COORDINATION AND GOVERNANCE

The Contractor shall coordinate all activities with the SOB and shall participate in all meetings as required by the Purchaser.

The Contractor shall provide updates on progress, highlight risks or issues and support coordination with other teams where necessary.

8. SCHEDULE

The service shall start upon contract signature.

The Contractor shall provide one (1) full-time personnel to deliver the services defined in this Statement of Work.

The BASE period of performance shall be from 1 November 2026 to 31 December 2026.

The NCIA may exercise options for continued service delivery as follows: Option 1, 1 January 2027 to 31 December 2027; and Option 2, 1 January 2028 to 31 December 2028.

The exercise of options is subject to operational needs and available funding.

9. CONSTRAINTS

All activities shall be performed in accordance with NATO and NCIA standards, policies, security directives and procedures.

The Contractor shall not perform activities outside the defined scope without prior authorisation from the Purchaser.

10. SECURITY

The security classification of the service will be up to NATO COSMIC TOP SECRET.

The Contractor providing the services under this SOW is required to hold a valid NATO COSMIC TOP SECRET security clearance.

11. PRACTICAL ARRANGEMENTS

11.1 Travel

The Contractor shall provide services on-site at NCIA CSU Sigonella, Italy.

The Contractor shall ensure the availability of the required expertise.

No travel outside Italy is required.

12. QUALIFICATIONS

[See Requirements]

13. LANGUAGE PROFICIENCY

The Contractor shall demonstrate English language proficiency at a minimum of STANAG 6001 Level 3 (or equivalent CEFR B2/C1 level).

Requirements

10. SECURITY

The security classification of the service will be up to NATO COSMIC TOP SECRET.

• The Contractor providing the services under this SOW is required to hold a valid NATO COSMIC TOP SECRET security clearance.

12. QUALIFICATIONS

Mandatory Qualifications

• At least 2 years of hands-on experience with the designing, implementing, and maintaining the core network architecture for large organizations.
• Practical experience with VTC Technologies.
• Sound practical understanding of VoIP Technologies.
• Sound practical understanding of IP addressing.
• Experience working in a ticketing or service management system (logging and tracking tasks, e.g. ITSM).
• Familiarity with working in structured environments (following procedures, processes, checklists, and instructions).
• Basic understanding of IT security practices (e.g., password handling, access control, safe use of devices).
• Ability to follow and develop documented procedures and technical instructions.
• Ability to prioritize and handle multiple tasks in a fast-paced environment (e.g., during service disruptions or exercises).
• Good communication skills for interacting with users and team members.
• Ability to accurately record work performed (ticket updates, logs, checklists).
• Willingness and ability to work on-site and during extended hours when required (e.g., projects, service transition).

Desirable Qualifications

• Experience in NATO or NCIA environments.
• Knowledge of ITIL practices.
• Proven experience in end-user IT support (desktops, laptops, peripherals) in an enterprise or operational environment.
• Good working knowledge of Windows operating systems (installation, configuration, troubleshooting), basic networking (IP addressing, connectivity checks, Wi-Fi/LAN issues), standard office software and common enterprise tools.

13. LANGUAGE PROFICIENCY

• The Contractor shall demonstrate English language proficiency at a minimum of STANAG 6001 Level 3 (or equivalent CEFR B2/C1 level).