Deadline Date:
Wednesday 09 September ****
Requirement:
Audio/Video Technical Services
Location:
Sigonella, Italy (100% onsite, NCIA CSU Sigonella)
Period of Performance:
**** Base: 01 November - 31 December ****, with the possibility to exercise the following options:
**** Option: 01 January ********* December ****
**** Option: 01 January ********* December ****
Required Security Clearance:
COSMIC TOP SECRET
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.
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.
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.
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.
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:
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.
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.
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 **** to 31 December ****.
The NCIA may exercise options for continued service delivery as follows: Option 1, 1 January **** to 31 December ****; and Option 2, 1 January **** to 31 December ****.
The exercise of options is subject to operational needs and available funding.
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.
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.
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.
QUALIFICATIONS
(See Requirements)
LANGUAGE PROFICIENCY
The Contractor shall demonstrate English language proficiency at a minimum of STANAG **** Level 3 (or equivalent CEFR B2/C1 level).
Requirements
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
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
LANGUAGE PROFICIENCY
The Contractor shall demonstrate English language proficiency at a minimum of STANAG **** Level 3 (or equivalent CEFR B2/C1 level)
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