Migrant Case Management System

Performance Work Statement (PWS)

This PWS outlines the requirements for the Panama Case Management System (PCMS), a centralized platform to assist Panamanian agents in managing migrant cases through identification, processing, retention, and final disposition. The system aims to streamline migration management, improve data accuracy, and enhance inter-agency coordination.

• Develop and implement a PCMS for the Government of Panama (GoP), specifically the Servicio Nacional de Migracion (SNM).

• Key features include biometric and demographic data capture, identity verification, case management across multiple locations, integration with existing systems (SIMPLUS, PISCES), mobile accessibility, offline data entry, secure data sharing, and reporting/analytics.

• The system will support multiple user roles with varying access levels and handle connectivity challenges in remote areas.

• Reliability: Annual MTBF not to exceed 225 hours (threshold) / 279 hours (objective).

• Availability: Operational availability of ≥99.5% (threshold) / ≥99.8% (objective) of the time.

• Maintainability: PCMS MTTR no more than 1 hour (threshold) / 0.91 hours (objective).

• Cybersecurity: Withstand hostile operational environments, recover from them, protect data integrity, secure sensitive assets, integrate with GoP IT, and protect data in transit and at rest.

• Performance Objectives: System functionality aligned with SNM needs, accurate and timely reporting/invoicing, and bilingual help desk support.

• Base Period: April 1, 2026 – March 31, 2027 (12 Months)

• Option Period 1: April 1, 2027 – March 31, 2028 (12 Months)

• Option Period 2: April 1, 2028 – March 31, 2028 (12 Months)

• Place of performance is not explicitly stated but implied to be within Panama.

• Contract Management: Requires a Contractor Project Manager with at least 5 years of experience.

• Reporting: Monthly summary reports, project management plans, and progress reports.

• Transition: A transition-out plan is required, detailing inventory transfer, progress briefings, and other relevant information.

• Personnel: Qualifications for personnel will be enforced by the GoP. The system must support Administrator, Supervisor, and User roles.

• Training: The GoP is responsible for training users, with options for embedded simulations, tutorials, and live/recorded sessions.

• Environmental Safety: Compliance with relevant GoP health and safety regulations.

Other / Unclassified

This document is a business process flow diagram illustrating the "RUUS-26-00006 Management System Business Process." It outlines the steps involved in processing migrants, from initial enrollment and data collection to case disposition, including appeals, fear claims, voluntary returns, and deportation.

This diagram provides a visual representation of the operational workflow for managing migrant cases. Potential bidders involved in providing management systems or related services can use this to understand the existing processes, identify potential areas for system integration, or demonstrate how their solutions align with or can improve upon these established procedures. It highlights key decision points, data collection requirements, and the various outcomes for migrant cases.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Quality Assurance Surveillance Plan (QASP) establishes the methodology for monitoring and evaluating the performance of the contractor providing the Panama Case Management System (PCMS) Software as a Service (SaaS) solution for the Department of Homeland Security (DHS), Management Directorate (MGMT), and the Government of Panama (GoP).

• The QASP ensures the contractor meets performance standards outlined in the Performance Work Statement (PWS) and delivers required outcomes effectively and efficiently.

• Key areas of surveillance include:

  • Discovery Task: Assessment of GoP information technology hardware and software requirements.
  • System Uptime: Maintaining 99.5% system uptime as per SLA.
  • Technical Support: Resolving 95% of technical support tickets within 24 hours.
  • User Training: Ensuring 95% of users pass post-training assessments with a score of 80% or higher.
  • User Satisfaction: Maintaining a user satisfaction score of 90% or higher based on quarterly surveys.
  • Security Compliance: Performing periodic vulnerability scans and addressing security issues as per GoP Standards.
  • Donation Process: Purchase and acquisition of hardware needs identified from the Discovery Task.

• Specific Acceptable Quality Levels (AQLs) are defined for each performance requirement (e.g., 99.5% uptime, 95% ticket resolution rate, 90% user satisfaction).

• Surveillance methods include reviews of reports, automated monitoring, interviews, site assessments, and user surveys.

• Frequency of surveillance varies from monthly to quarterly, with specific tasks like the Discovery Task having a one-time surveillance post-award.

• Not explicitly detailed in this document, but implies ongoing performance monitoring for the PCMS SaaS solution.

• Roles and responsibilities are defined for the Contracting Officer (CO), Contracting Officer's Representative (COR), Program Manager (PM), and the Contractor.

• Contractor is responsible for providing the PCMS SaaS solution, complying with DHS/GoP standards, and delivering required documentation.

• Monthly status reports and quarterly review meetings are required.

• Corrective actions will be developed and implemented if performance standards are not met.

Questions & Answers / Clarifications

This document contains questions from the government to potential vendors and requests for information regarding a migrant case management system, likely for deployment in the Republic of Panama and use by Spanish speakers. It aims to gather detailed insights to inform future solicitations.

• Pricing & Structure: The government seeks information on appropriate labor categories, staff hours per category, CLIN structure, and contract types. Vendors are asked for realistic price ranges and existing contract vehicles (e.g., GSA Schedule, Alliant 2).
• Technical Capabilities: Questions focus on whether proposed solutions support role-based access controls, audit logging, multi-language capabilities (English/Spanish), onsite deployment in Panama, and integration with existing cloud infrastructure. Specific functionalities for scheduling, transportation, custody management, and case tracking for removal operations are also queried.
• Operational & Deployment Experience: The government is interested in vendors' experience with short-turnaround IT deployments, sustainment support (IT help desk, bug fixes) in foreign countries, and personnel deployment for implementation and training in Panama.
• Evaluation & Strategy: Vendors are asked to suggest an appropriate evaluation methodology (e.g., LPTA, trade-off) and relevant non-price factors. Experience with designing, developing, and sustaining IT projects for foreign nations, particularly with Spanish-speaking users, is requested.
• Security & Compliance: The government inquires about user authentication, authorization for sensitive data, compliance with Section 508 accessibility, and federal security standards (FISMA, FedRAMP, NIST).

This RFI-style document is intended to gather information that will shape the requirements, evaluation criteria, and overall structure of a future solicitation. Vendors should use this as an opportunity to provide detailed input on their capabilities and recommendations.