OCIO-0052 Mobile Engagement Team Delivery Service (NS) - MON 3 Mar

Deadline Date: Monday 3 March 2025

Requirement: Mobile Engagement Team Delivery Service

Location: 80-90% Offsite; 10-20% On site at NATO HQ Brussels, BE

Period of Performance: 2025 BASE: As soon as possible, but not later than 14th April 2025 until 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

Required Security Clearance: NATO Secret

Special Terms and Conditions: The contractor will be responsible for complying with the respective national requirements for working permits, visas, taxes, social security etc. whilst working on site at NATO HQ Brussels, Belgium. No special status is either conferred or implied by the host organisation, NATO HQ Brussels, Belgium to the contractor whilst working on site. The contractor will be responsible for complying with all the respective National Health COVID- 19 regulations in Belgium before taking up the position.

1. INTRODUCTION

The NATO Office of the Chief Information Officer (OCIO) is seeking a Mobile Learning & Development (L&D) Engagement Team Delivery Service to provide the development and implementation of Enterprise-wide (L&D) strategies for OCIO Cybersecurity and ICT Coherence initiatives. This service will focus on ensuring a positive user experience and driving engagement across the individual to collective education and training spectrum across the NATO Enterprise by coordinating and conducting training via Mobile Training Teams (MTT), which will travel throughout the NATO Enterprise. The MTTs will support local commanders achieve improved cybersecurity posture and hygiene for their organisations through an uplift in the capabilities of their workforce via a range of L&D activities conducted via innovative formats and technologies.

The Mobile L&D Engagement Team Delivery Agent will work closely with Learning designers, developers, and L&D communities of interest throughout the NATO Enterprise to build user-centric Learning & Development experiences that align with the OCIO Coherence and Cybersecurity mandates. This encompasses the comprehensive assessment, oversight, and implementation of enterprise-wide capabilities and initiatives, all geared towards the realization NATO’s Digital Transformation in support of NATO 2030 objectives. The MTTs will support the OCIO in realizing its mandate as the Single Point of Authority for the NATO Enterprise by raise cybersecurity hygiene, awareness and posture levels.

2. Scope of Work

Objective

The Mobile L&D Engagement Team Delivery Service provider will be responsible for coordinating the design and delivery of Enterprise-wide L&D initiatives and post-activity analysis to ensure that they are consumed effectively by a broad spectrum of NATO Enterprise stakeholders. This will incorporate the development and implementation of blended learning activities and rapid engagement strategies that align with OCIO initiatives. This service will also involve conducting user research; formulating the design and delivery of distributed L&D offerings (residential/ mobile/ hybrid); creating user journey maps; tracking and analysing comprehensive L&D engagement metrics; and managing stakeholder relationships while contributing to the definition of the broad spectrum of L&D initiatives especially related to the linkages between Individual and Collective learning practices. It is expected that the incumbent will have to engage consistently with NATO Education & Training Facilities (namely NCI Academy, NATO School Oberammergau and NATO Defence College) and Allied Command Transformation.

3. Key Activities

User Research and Journey Mapping

Conduct quarterly user research to understand user needs and pain points related to the L&D mobile engagement.

Create Enterprise personas and user journey maps to identify opportunities for improving the mobile user experience.

Design and Delivery of L&D Offerings

Conduct bespoke Training Needs Analyses (TNAs) for respective training audiences (technical and non-technical).

Formulate the design and delivery of L&D solutions to appropriately address the TNAs.

Employment of Learning Management Systems.

Mobile Engagement Strategy

Develop and implement L&D mobile engagement strategies, engagement plans and communication plans that align with OCIO initiatives.

Collaborate with designers, developers, and product managers to create user-friendly learning experiences.

Effectively lead, manage and deliver simultaneous projects, ensuring all projects meet their requirements and are delivered on time, to cost and quality standards, while realising any identified benefits.

Create and manage project milestones; critical learning pathways; and potential risks and issues, ensuring that appropriate and effective mitigation strategies and contingency plans are prepared.

Metrics Tracking and Analysis

Track and analyse bespoke metrics to measure the success of mobile engagement and initiatives.

Identify areas for improvement and make recommendations based on data analysis.

Change Management

Develop a change management plan to support the adoption of OCIO initiatives through mobile channels.

Identify and address potential resistance to change from mobile users.

Train employees on new OCIO processes and workflows.

Stakeholder Management

Identify key stakeholders across the NATO Enterprise who will be impacted by or influence OCIO initiatives.

Develop and maintain relationships with stakeholders to ensure alignment and buy-in.

Communicate effectively with stakeholders to keep them informed of project progress and address any concerns.

Conduct institutional analysis and quality assurance reporting directly to senior NATO Enterprise leadership.

Content Management

On a monthly rotation adapt at least 4 compelling content artefacts for internal stakeholders via communication channels, including newsletters, intranet, and other platforms.

Collaborate with at least 10 different NATO Enterprise entities to ensure consistency and alignment with OCIO organizational messaging.

On a weekly basis, review and contribute to the creation of digital content, ensuring information flow is up-to-date and user-friendly.

On a bi-monthly basis review and update implementation strategies to improve content curation, enabling better engagement and accessibility across the NATO Enterprise.

Collaboration

Engage daily with OCIO L&D staff and project teams to gather information for L&D portfolio delivery.

Leadership & Employee Engagement

On a monthly rotation support the planning and execution of internal events, workshops, and employee development programs.

Design and support the preparation of engagement and key leadership development, ensuring alignment with the overall OCIO communication strategy.

Support the dissemination of important updates and messages from leadership to employees.

Feedback and Analysis

Establish feedback mechanisms to assess the effectiveness of internal communications.

Design and analyse Enterprise-wide engagement metrics to evaluate engagement and make recommendations for improvement.

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

Planning

Objective: Plan the objectives for the upcoming quadrimesterly block.

Kick-off meeting: Conduct a kick-off meeting at the beginning of each quadrimesterly block to plan the objectives and deliverables as described in Section 5 (Deliverables and Payment Milestones).

Agree on the required level of effort: Determine the necessary level of effort for each task within the quadrimester and allocate resources accordingly.

Deliverable Strategy & Rollout Plan: Develop and update the Delivery Strategy & Rollout Plan and the Quadrimester Performance Monitoring Matrix (QPMM) at the beginning of each quadrimester (Months 1, 5, and 9).

Execution

Objective: Execute the agreed plans with continuous monitoring and adjustments.

Bi-Monthly Deliverables: The contractor will produce and deliver bi-monthly reports as specified in the deliverables section (e.g., combined reports on engagements, Quadrimester Rollout Progress Reports).

Regular Meetings: Conduct regular meetings between the OCIO and the contractor to review progress, address issues, and make necessary adjustments to the processes or production methodology. Meetings will be held physically in the office or in loco.

Progress Tracking: The contractor will use a shared dashboard or tool to track the status of the deliveries and any issues.

Quality Assurance/Quality Check: The contractor shall ensure that the quality standards agreed for the deliverables are maintained throughout the quadrimester.

Quality Control: The OCIO will perform the final quality control of the agreed deliverables and provide feedback on any issues.

Review

Objective: Review the performance and identify areas for improvement.

Bi-Monthly Review Meetings: At the end of each bi-monthly period, there will be a meeting between the OCIO and the contractor to review the outcomes against the acceptance criteria comprising goals, agreed quality criteria, and Key Performance Indicators (KPIs).

Quadrimester Review: At the end of each quadrimester (Months 4, 8, and 12), conduct a review of the contractor's performance based on the quadrimesterly reports and the overall progress of the project.

Payment

Objective: Ensure timely and accurate payment based on the achievement of deliverables and acceptance criteria.

Quadrimester Reports: Payments will be made in three instalments, within 30 days of acceptance of delivery of each final quadrimesterly report (April 30, August 15, December 15). Payment Milestones: The contractor's payment for each quadrimester will depend on the achievement of agreed acceptance criteria for each task, defined at the beginning of the planning stage.

Delivery Acceptance Sheet (DAS): Invoices shall be accompanied by a Delivery Acceptance Sheet (DAS) – (Annex A) signed by the contractor and project authority.

Withholding Payment: 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.

5. DELIVERABLES AND PAYMENT MILESTONES

5.1 This is a deliverable based contract (completion type).

5.2 The work shall be conducted offsite (e.g. at the Contractor’s premises).

5.3 The work under Task ID #D1 - # D12 (Table 2.1) shall be completed and the final report delivered to the OCIO in a timely manner to achieve OCIO acceptance of the work no later than 5th December 2025.

5.4 The Purchaser’s representative for acceptance of deliverables under this Contract is the OCIO Portfolio Management Section Head.

5.5 Coordination and progress checks shall be conducted at least once per month during the period of performance with metrics reporting the work completed and work remaining, and during final report phase. These periodic checks can be accomplished remotely as required.

5.6 Schedule of payments. An invoice shall be submitted and payment will be made after Purchaser’s written acceptance of the Delivery Acceptance Sheet (DAS) (Annex B) – based on the requirements described in this SOW - of the following deliverables:

Quadrimester 1 (period of between Jan and April 2025)

D1. Month 1 – Produce a Delivery Strategy & Rollout Plan, Produce a QTR Performance Monitoring Matrix (QPMM).

D2. Month 2 – Deliver a combined report on at least 3 Engagements – At least 1 in person and in loco.

D3. Month 3 – Deliver a combined report on at least 3 Engagements,

D4. Month 4 - Deliver a Quadrimester Rollout Progress Report (QRPR), – At least 1 in person and in loco. QRPR to be presented in person at NATO HQ.

Complete the monthly actions specified under the Responsibilities section and include them in the TRPR.

Due Date: 30 April 2025

Amount (in % of total budget): 33%

Quadrimester 2 (period of between May and August 2025)

D5. Q2 Month 1 – Update the Delivery Strategy & Rollout Plan, update the QTR Performance Monitoring Matrix (TPMM).

D6, Month 2 – Deliver a combined report on at least 3 Engagements – At least 1 in person and in loco.

D7. Month 3 – Deliver a combined report on at least 3 Engagements,

D8. Month 4 - Deliver Quadrimester 2 Rollout Progress Report (QRPR), – At least 1 in person and in loco QRPR to be presented in person at NATO HQ.

Complete the monthly actions specified under the Responsibilities section and include them in the QRPR.

Due Date: 15 August 2025

Amount (in % of total budget): 33%

Quadrimester 3 (period of between September and December 2025)

D9. Month 1 – Update the Delivery Strategy & Rollout Plan and propose the next years plan by Month 2, update the QTR Performance Monitoring Matrix (TPMM).

D10. Month 2 – Deliver a combined report on at least 3 Engagements – At least 1 in person and in loco.

D11. Month 3 – Deliver a combined report on at least 3 Engagements, – At least 1 in person and in loco.

D12. Month 4 - Deliver Yearly Rollout Progress Report (YRPR), Complete the monthly actions specified under the Responsibilities section and include them in the YRPR.

Due Date: 15 December 2025

Amount (in % of total budget): 33%

An invoice to include the duly signed DAS shall be submitted to the Purchaser for payment in accordance with the Contractual Terms and Conditions.

4. COORDINATION AND REPORTING

The Contractor shall deliver services at both contractor’s premises or if project requires at a NATO site.

At any NATO sites, the highest level of classification that contractor may need to access is NATO SECRET (NS). As a result of this contractor must hold a valid NATO SECRET Security Clearance.

The contractor shall report to the OCIO Portfolio Management Section Head

The contractor shall coordinate the activities with the OCIO PM supervisor or their designated representative.

The contractor shall participate in status update meetings, sprint planning, and other meetings, physically in the office, or in person via electronic means using Conference Call capabilities, according to line 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 deliverable, first verbally during the retrospective meeting and then in written within three (3) days after the deliverables end date. The format of this report will be aligned the line manager mentioning briefly the work held and the development achievements during the deliverable.

Acceptance of each deliverable completion will be documented in Annex A – Delivery Acceptance Sheet

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 14th April 2025 to 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.

7. CONSTRAINTS

All the documentation delivered under this statement of work shall be based on NATO or OCIO templates or templates agreed with the OCIO PM supervisor.

All project work package material shall be stored on the OCIO dedicated spaces on Magellan.

All the deliverables of this project will be considered NATO UNCLASSIFIED.

8. SECURITY AND NON-DISCLOSURE AGREEMENT

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

The contractor providing the services under this SOW is required to hold a VALID NATO SECRET security clearance at the time of proposal submission.

9. PRACTICAL ARRANGEMENTS

This service must be accomplished by ONE contractor.

The contractor will work 100% offsite with requirement to travel.

NATO HQ Recognized Business hours/Holidays: NATO HQ official holiday schedule applies and will be provided to the contractor.

NATO HQ Hours of Operations: Monday to Thursday 0830 – 1700 and Friday 0830 – 1500 (CET)

10. TRAVEL

Regular travel needed, to NATO entities across the NATO Enterprise (1 trip per month) including Brussels/Mons (Belgium, at least 4 trips per year). Travel under this Contract requires the prior coordination with of the OCIO Project Manager.

All travel and per diem costs shall be included in the Firm Fixed Price of this Contract together with cost of lodging and subsistence costs for all individuals.

There shall be no separate re-imbursement for travel and accommodation.

11. QUALIFICATIONS

[See Requirements]

8. SECURITY AND NON-DISCLOSURE AGREEMENT

• The contractor providing the services under this SOW is required to hold a VALID NATO SECRET security clearance at the time of proposal submission.

11. QUALIFICATIONS

The consultancy/contract support for this work requires following qualifications:

• More than 6 years’ NATO experience in Education and Training
• More than 6 years’ industry experience in change management and Learning & Development related posts.
• Master’s degree in Communications, Public Relations, Security related field, and/or multi-year experience doing Digital Transformation in an international environment.
• Excellent written and verbal communication skills.
• High levels of Digital Literacy and a Cybersecurity certification
• Certification in ITIL 4 and Agile Project Management
• Ability to manage multiple tasks in a fast-paced environment.
• Detail-oriented with a commitment to producing high quality, error-free content.
• Significant experience in event management and collective L&D exercises
• Proficiency in the NATO Joint Exercise Management Module (JEMM) and the NATO Training Objective Management Module (TOMM).
• Demonstrated ability to deliver Learning Architecture and experience with SFIA and NICE frameworks.
• Experience of NATO Lessons Learned process (for the purpose of quality assurance).
• Proficiency in the use of the NATO Lessons Learned Portal.
• Experience of executing NATO L&D offerings in all formats (residential, online, distributed, hybrid).
• Previous working experience at NATO HQ and previous experience engaging with NATO Bi-SCs.
• Highly experiences in individual and collective NATO training and exercises within National and NATO frameworks.

Attributes

• Proactive and self-motivated.
• Engaging public speaker
• Strong interpersonal and collaboration skills.
• Ability to adapt to changing priorities and deadlines.
• Creative thinker with a passion for fostering a positive workplace culture.