2024-0289 Delivery of Npcl User Trainings

User training

1.SCOPE OF WORK

Under the direction / guidance of the NCIA Project Manager or Training Coordinator, the
User Trainers will provide support services comprising the following tasks:

- Initial Training

Providing training to the users in various NATO locations will require bespoke knowledge about the specific setup and background of the NPCL solution. To this end the Project Trainers will be required to attend familiarization training:

- Online learning about the specific elements of the NPCL solution (based on the Viva Learning module in the M365 solution)
- A full day of familiarization training in the NHQ location in Brussels - Belgium
- Any additional lifecycle support training (remote) as it becomes available during the rollout
- Windows 11 Enterprise, M365 and Office 365 Suite Introduction:

- Conduct training sessions on the features and core functionality of Windows 11 Enterprise, Microsoft 365 and Office 365 products.
- Provide detailed instructions on using the Office 365 suite (including Word, Excel, PowerPoint, Teams, and Outlook).
- Provide detailed instructions on collaboration tools such as MS Teams, OneDrive, and SharePoint Online.
- Demonstrate how to effectively use these tools for communication, file sharing, and team collaboration.
- Provide basic knowledge and training on other M365 tools such as Microsoft Planner, Microsoft To Do, Microsoft Bookings, Microsoft Forms, Microsoft Loop and Power Automate.
- Demonstrate how these tools integrate with core M365 products.
- Implement and guide interactive hands-on exercises with practical business use cases during the trainings.
- Offer troubleshooting tips and best practices for optimal usage and assist users with technical challenges during walk in training sessions.
- Track and report the course attendance and engagement.
- Security Training:

- Educate users on security best practices, including the use of Microsoft BitLocker and Windows Hello for Business.
- Explain the importance of Device compliance in an Intune-managed context.
- Conduct sessions on the Company Portal and how to use it for managing devices.
- Provide guidelines for maintaining data security and privacy, and core functionality of M365 and Windows 11.
- Citrix Secure Private Access:

- Train users on the Secure Workspace App within Citrix Secure Private Access.
- Explain how to securely access corporate resources using Citrix Secure Private Access.
- Provide best practices for maintaining security while using Citrix SPA on your device.
- Address any user concerns or questions regarding Citrix SPA as technical Reach Back Solution.
- Communication and Interaction:

- Engage with users during training sessions to encourage participation and questions.
- Provide clear and concise answers to user queries.
- Record and report the unanswered questions from trainees.
- Foster a positive and interactive learning environment.
- Offer follow-up support to users after training sessions.
- Training Material Development:

- Create comprehensive training materials, including slides, handouts, instructional videos and other online resources tailored to user-specific content and different skill levels.
- Update training content to reflect the latest M365 features and best practices.
- Develop step-by-step guides (video and printed format with screenshots) and FAQs for common user issues.
- Ensure training materials are accessible and easy to understand.
- Regularly update materials to reflect new features and changes.
- User Support:

- Provide ongoing support to users to help them adopt and effectively use M365 tools.
- Offer one-on-one assistance to users with specific needs.
- Monitor user feedback and adjust training methods accordingly.
- Assist the technical support team with expertise, if help is needed.

2.SCHEDULE

This task order will be active immediately after signing of the contract by both parties.
It is expected the service starts on 13 January 2025, ending no later than 31 December 2025.
If the 2026 option is exercised, the period of performance is 01 January 2026 to 31 December 2026.
The exact schedule for the rollout at each NATO site is unconfirmed at this time. The contractor should take into consideration:

- That the number of NATO sites included in this implementation might change
- That the length of each rollout per NATO site might change
- That the planning for each NATO site might change Two planning criteria shall be upheld by the NCIA:

- The exact planning for each month will be provided at least 30 days in advance
- The rollout will be carried out ideally in at most three simultaneous sites, there may be exceptions to this for short periods of time.

3.CONSTRAINTS

All the deliverables provided under this statement of work will be based on NCIA templates or agreed with the project point of contact.

4.SECURITY

The security classification of the services will be up to NATO SECRET.
The Contractors providing the services under this SOW are req