2024-0091 Learning Management System Help Desk (NS) - WED 22 May

Deadline Date: Wednesday 22 May 2024

Requirement: Learning Management System Help Desk

Location: Off-Site

Note: Please refer to your Subcontract Agreement, article 6.4.1.a, which states “Off-Site Discount: 5% (this discount is applicable to all requirements, and applies when the assigned personnel are permitted to work Off-Site, such as at- home)". Please be sure to price this discount in your overall price proposal when submitting bids against off-site RFQs

Required Start Date: 24 June 2024

End Contract Date: 31 December 2024

Required Security Clearance: NATO SECRET

1 INTRODUCTION

The NATO Communications and Information Academy (NCI Academy) offers training on both static and deployed NATO communication and information systems (CIS). This includes Consultation, Command, Control, Communications and Intelligence, Surveillance and Reconnaissance (C4ISR), as well as cyber security and cyber defence. Moreover, the NCI Academy plays an instrumental role in designing, developing and rolling out new learning solutions. This is achieved through comprehensive analysis of training requirements and by leveraging cutting‐edge learning technologies.

The NCI Academy also provides a range of education and training (E&T) services, with the Joint Advanced Distributed Learning (JADL) being one such service. JADL is NATO's approved Learning Management System, developed on the open‐source platform, ILIAS. It serves as the platform for hosting, managing, and deploying online learning to all NATO Nations and Partner Nations, operating on both NU and NS networks. Currently, JADL supports approximately 120,000 active users.

The NCI Academy is outsourcing the Help Desk function for JADL. The Help Desk team for JADL should comprise a minimum of two Full‐Time Equivalents (FTEs). This team is expected to work in close conjunction with and report to the NCI Academy Technical Capability and Support Section (TCS).

2 OBJECTIVE

To ensure timely and effective support for the user base, enhancing their experience and addressing any JADL‐related issues or inquiries they might have.

This service desk support, supporting European time zones (CET and WET), aims to ensure seamless user interaction with JADL by addressing the following common support needs:

2.1 Accounts:

2.1.1 Activating user accounts.

2.1.2 Addressing issues related to locked accounts, password resets, and reactivations.

2.1.3 Resolving system email failures and activating them as required.

2.1.4 Addressing issues related to older LMS accounts.

2.1.5 Offering guidance on account creation.

2.1.6 Resolving account duplication issues.

2.1.7 Analyzing credentials, making necessary changes, and securing POC approvals.

2.1.8 Addressing delivery failures by checking and modifying accounts.

2.1.9 Providing support to cyber security incident investigations.

2.2 Course Related ‐ Users:

2.2.1 Resolving access issues, including assisting users in course search.

2.2.2 Addressing content‐related issues and forwarding correction requests.

2.2.3 Assisting user with issues in tracking learning progress in the LMS platform.

2.2.4 Resolving issues with generation of course certificates.

2.3 Course Related – Content:

2.3.1 Acting as a liaison with course developers.

2.3.2 Assisting in the upload and testing of new courses.

3 SCOPE OF WORK AND ASSOCIATED DELIVERABLES AND PAYMENT MILESTONES

3.1 Deliverable 1: Management of Email‐based Support Line

3.1.1 Scope

Seamless transition of the existing email‐based support line to the outsourced Help Desk team.

This requires understanding the existing email handling processes, inheriting the mailbox, and ensuring that the quality of support remains consistent or improves. Changes to the current system can be proposed, subject to approval by the Technical Capability Support Section (TCS), to aid the continuous improvement of the service.

While the scope is limited to JADL support, it may necessitate interactions with other NCI Agency support teams. The Help Desk team will often need to create tickets in the NCI Agency's internal ticketing systems across different networks and may need to manually transfer tickets between networks due to air‐gapping. These tasks are the responsibility of the Contractor.

Should the Contractor be unable to resolve an incident or problem, timely escalation to the TCS team is mandatory, who will then provide guidance.

If tasks aren't progressing as expected or if Academy activities hinder timely task completion, the TCS lead must be immediately informed by the Contractor. Direction will be provided by the TCS lead, but the Contractor should continue prioritizing tasks deemed most vital.

The helpdesk must be continuously staffed during NCI Academy working hours (08:00 – 18:00 Central European Time).

3.1.2 Deliverables and Payment Milestones

D01 Demonstrated proficiency in managing the mailbox, adhering to protocols, and maintaining or enhancing response times. All support inquiries must receive a written response within 30 minutes, either resolving the issue or providing a status update with a resolution prognosis.

Payment Milestones: At the end of each month

D02 Demonstrated proficiency in adhering to the escalation process for all inquiries that don't fall under the "business as usual" categories or require specialized attention, ensuring that the Technical Capability and Support Section (TCS) is informed and involved as necessary.

Payment Milestones: At the end of each month

3.2 Monthly Reporting

3.2.1 Scope

Compilation and submission of comprehensive monthly support metrics. While not exhaustive, the metrics should minimally encompass the number of support requests categorized by specific types and originating customers, average time taken to respond, and details about the escalation processes employed.

Moreover, the Contractor is expected to identify and propose potential areas of improvement in the support mechanism, subject to approval by the Technical and Capability Support Section

3.2.2 Deliverables and Payment Milestones

D01 Monthly reporting: Submission of a detailed monthly report highlighting ticket volumes,

resolution rates, escalation instances, and user feedback to assess performance and areas of improvement.

Payment Milestones: Upon submission and acceptance of the Delivery Acceptance Sheet (DAS) – Annex B at the end of each month

D02 Identification of potential areas for enhancement in the support mechanism, based on insights drawn from the monthly metrics. Submission of a detailed proposal highlighting these

opportunities, offering actionable suggestions.

Payment Milestones: At the end of each month

4 DELIVERABLES AND PAYMENT MILESTONES

The deliverables are expected on a monthly basis

4.1 Payment schedule – TO Award to 31st December 2024.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) – (Annex B) including the EBA Receipt number.

Payment will be provided based on these deliveries as indicated in the table

Invoices shall be accompanied with a Delivery Acceptance Sheet (Annex B) signed by the Contractor and project authority.

5 EXPECTED PERFORMANCE

The contractor’s performance will be continuously evaluated and feedback will be provided monthly, during a formal review meeting with the NCI Academy Point of Contact.

The Help Desk is expected to maintain a 95% user satisfaction rate, with a first‐time resolution rate of 90% for all queries.

6 COORDINATION AND REPORTING

The Help Desk provider will coordinate weekly with the JADL management team, updating on critical issues and getting insights for any system updates. Reports will be shared on a monthly basis

7 SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

It is expected that services will start to be provided as soon as possible but not later than 24 June 2024 and end on 31 December 2024.

8 CONSTRAINTS

All support must strictly adhere to data privacy guidelines. The Help Desk should only escalate issues to the JADL management team when necessary, ensuring minimal disruptions to internal team.

9 PRACTICAL ARRANGEMENTS

All necessary training and resources will be provided at the onset.

The support can be provided off‐site.

The contractor shall provide services under NCI Agency AAS framework contract for the NCI Academy in Oeiras, Portugal. He or she will provide services under the direction and guidance of the Head of TCS or their designated representative.

Travel expenses will be reimbursed in accordance with Article 5.5 of AAS+ Framework Contract

10 QUALIFICATIONS

[See Requirements]

Requirements

10 QUALIFICATIONS

10.1 Essential Qualifications and Experience:

This contract requires the services of a help desk operator with the following qualifications and experience:

• The candidate has a NATO SECRET security clearance, provided by the national security organization valid at the time of submission of the bid and covering the period of the contract.
• Experience in a help desk or technical support role, preferably with exposure to Learning Management Systems.
• Ability to work independently and manage multiple tasks simultaneously.
• Demonstrated ability to work collaboratively in a team environment and interact positively with multiple departments
• Excellent written and verbal communication skills, capable of conveying complex technical information in a user‐friendly manner
• Demonstrated ability to handle stressful situations with calmness, ensuring the user feels supported throughout their interaction. Empathetic and patient, understanding the frustrations users may feel and aiming to alleviate them. Positive attitude and a genuine desire to assist and educate users.
• Strong analytical skills, capable of quickly identifying issues and determining the most efficient resolution

10.2 Desirable qualifications and experience

• Proficiency in using diagnostic tools to troubleshoot technical issues
• A strong understanding of cybersecurity practices and protocols, ensuring the safety and privacy of user data
• Knowledge and experience of working with NCI Agency.
• Knowledge and experience of working with the NCI Academy.
• Knowledge and experience with agile implementation methodology.

10.3 Language Proficiency

• Level 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2) or according to Common European Framework of Reference for Language level B2‐C1/Upper Intermediate‐Advanced level).