Request for ROM_HSI Case Management.pdf

System Information

• Active Users: 11k

• Number of active cases each year: open ~45,000 cases per year

• Data migration details:

o Case data: 2 Terabytes

• Number of federated search (bi-directional data) integrations via a Hub: ~20 partners o Technology: Message Queues o Use case - Agents query and publish records with their Law Enforcement partners in support of their investigative case mission o Number of Transactions: 1.2M transactions per month

• Deployment: Deploy product in ICE Cloud Environments o Dev o Test o Training o Staging (pre-prod) o Production

• Help Desk Support (separate out if not included) o Tier 1 support is provided by ICE Service Desk; not required by vendor o Tier 2 and Tier 3 support (details below)

High Level Requirements ICM’s functionality for HSI and OPR case management system includes:

• Creation and management of investigative cases

• Associated case and case documents workflows (actions, approvals, notifications, etc…)

• Creation and management of Reports of Investigations (ROIs) (approximately 40 reports)

• Administrative case investigation / info (non-alien)

• Background investigation / information

• Sources debrief information

• Polygraph examination information

• Investigative findings

• Initial source document information

• Consensual monitored / Under Cover (UC) phone information

• Memo of interview

• Other information

• Penalty case investigation / information

• Grand jury

• Surveillance report / information

• Subpoena service report / information

• Consent search

• Search warrant report / information

• Disruption

• Purchase of Evidence (POE)

• Search warrant executed on ISP/Digital/Electronic media

• Title III

• Victim identification

• Border search

• Court update

• Seizure warrant / seizure of non-physical items

• 2703d – electronic communications service provider disclosure

• Pen registers

• Outreach

• Initial Report

• RIG Initial Report

• Interim Report

• Addendum report

• Investigation Complete Report

• Prison Rape Elimination Act (PREA) Closing Report

• Closing Report

• Creation and management of case documents (approximately 20 report)

• Incident report

• Operations plan

• SRT operations plan

• Collateral case request

• Investigative referral

• Electronic surveillance (ELSUR) authorization request

• ELSR report of use

• ELSR negative report of use

• Significant case report

• Assault/threat report

• Mobile device exam report

• Field exam report

• Creation and management of subject records/entities that include information (persons, vessels, vehicles, aircrafts, businesses, and other thing(s))

• Linking of subject records to Reports of Investigation (ROIs) and investigative cases

• Creation and management of lookout records shared with Custom and Border Protection

(CBP)

• Facilitate federated investigative search with internal and external federal, state, and local agencies and partners

• Bidirectional information sharing via hub using message queues

• Creation and management of case statistics and dashboards (favorites, workload, etc.)

• User generated notifications and alerts

• Capture and management of administrative data (such as agent work hours on cases)

• Generating operational/administrative reports on case-related data

• Integration with Digital Records Management (DRM) system as part of the electronic case record

• Integration with identity and access management system for authentication and authorization

• Integration with user and office management system for role base access controls and case level security

• User and system audit and logging

• Creation of case level data and media exports for adjudication

Performance Standards The following table defines the government’s expectations in terms of performance standards for the ICM System Maintenance and Services effort and regarding maintaining overall system performance as new features, new data sets, and additional users are added. Performance standards are contingent on the use of Palantir recommended hardware and/or cloud infrastructure.

Operational Availability (quarterly): Maintain system operational availability for 99.07% of the time. The target is 99.07% reported quarterly, and the program is over target. Availability will be calculated based on the Total number of minutes in reporting period – downtime (planned and unplanned))/Total number of minutes in reporting period.

The Government will continue to provide Tier 1 Support for case management system via the ICE Service Desk. The Government will continue to manage a Service Desk ticketing system and will provide Tier 2 and Tier 3 support personnel with access to that system. The Contractor shall provide Software Maintenance Tier 2 and Tier 3 Support. Software Maintenance Tier 2 and Tier 3 normal support hours of operation shall be provided Monday through Friday during the core hours of 9am-8pm EST, excluding holidays and weekends. ICM issues that cannot be resolved by Tier 1 Support shall be routed to Tier 2 ICM System Maintenance and Support and may be routed to Tier 3 as needed.

Tasks Metric Expected Service Level

How measured

Tier 2 Software Support

Response time for Tier 2 tickets received during defined business hours

1 business hour(s)

Time the ticket is assigned to Tier 2 until the time the ticket is accessed for action.

Tier 2 Software Support

Average resolution time of Tier 2 tickets

5 calendar days Time the ticket is placed in the Tier 2 queue for action to the time it appears as closed or referred, divided by the total number of tickets.

Tasks Metric Expected Service Level

How measured

Tier 2 Software Support

Response time for Tier 2 tickets, after hours

The end of the following business day

Time the ticket is assigned until the time the ticket is picked up for action.

Tier 2 Software Support

Average resolution time for Tier 2 tickets, received after defined business hours

7 business days Time the ticket is placed in the Tier 2 queue for action to the time it appears as closed or referred, system, divided by the total number of tickets.

Tier 3 Software Support

Response time for Tier 3 tickets during specified business hours not involving a system outage or denial of access to substantial numbers of users

No more than 4 business Hour(s)

Time the ticket is assigned to Tier 3 until the time the ticket is accessed for action.

Tier 3 Software Support

Average resolution time of Tier 3 tickets not involving a system outage or denial of access to substantial numbers of users

5 calendar days Time the ticket is placed in the Tier 3 queue for action to the time it appears as closed or referred, system, divided by the total number of tickets

Tier 3 Software Support

Response time for Emergency tickets, either during specified business hours or after hours, that involve a system outage or denial of access to substantial numbers of users

ICM Program Manager or designate shall be alerted no more than 30 minutes after occurrence

Time the ticket is assigned as an Emergency until the time the ticket is picked up for action.

Tier 3 Software Support

Average resolution time for Emergency tickets, either during specified business hours or after hours

No more than 6 business hours

Time the ticket is placed in the Tier 3 queue for action to the time it appears as closed or referred, system, divided

Tasks Metric Expected Service Level

How measured by the total number of tickets

ICM Internal DB Query

Average time for users to receive results

95%<3 seconds 98%<5 seconds

Performance data provided by Contractor in QASP reports

Operational Support

Uptime Rate - Percentage of time that the application is available to users in fully functioning mode

98% or higher Cumulative uptime per month divided by the total time per month that ICM is scheduled available.

Configuration Management

All SCR level changes will be tracked, including those carried out by third-party ASP vendor partners

100% No Minor, Moderate, or Major changes will be made without an associated SCR.

Transition Out Transition Out Plan 90 calendar days prior to end of

POP

Delivery date

ROM Request

1. COTS/Hybrid

a. Base licensing cost, if applicable

b. Customization costs, if applicable

c. Future enhancement/customization cost benchmark (3 months, 6 months, 12 months LOE)

d. Help desk cost

e. Hosting cost, if deployed in vendor cloud with same number of environments listed above

f. Preferred System Integrators?

2. Custom Development

a. Development costs

i. Future enhancement/customization cost benchmark

b. Help desk cost

c. Hosting cost, if deployed in vendor cloud with same number of environments listed above

*For the purposes of generating a ROM, the anticipated award will be made in January 2026