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The Bureau of Population, Refugees, and Migration (PRM) is seeking contractor support for the management and operations of its Refugee Processing Center (RPC). The RPC plays a critical role in the U.S. Refugee Admissions Program (USRAP), which aims to resettle refugees in the United States. The contractor will be responsible for various tasks including overseas and domestic refugee case processing, IT infrastructure and network support, maintenance of refugee case processing software, data analytics capabilities, and cybersecurity compliance. The RPC collaborates with overseas and domestic USRAP partners and serves as a hub of operations for the program.
The contractor will be responsible for program management, staffing, project management, cost management, documentation management, information management, facility management, innovation and continuous improvement. They will oversee the overall management of the contract and coordinate operations across multiple government agencies, NGOs, and international organizations. The contractor will also manage staffing requirements, project schedules and priorities, cost justification for tools and systems procurement, documentation creation and organization, facility maintenance, and innovation initiatives.
The contractor will also be responsible for software development, system operation, and maintenance of the RPC's refugee case management system called START. They will enhance and maintain the system to support refugee admissions processing and management of the program. This includes implementing technology requirements, expanding electronic data interfaces with USG partners and international organizations, developing auxiliary applications as needed, evaluating technology refreshes, ensuring efficient software development life cycle processes, coordinating system upgrades with DOS/IRM (Department of State/Information Resource Management), and maintaining a strong working relationship with DOS/IRM.
Additionally, the contractor will manage IT infrastructure operations and maintenance to provide a secure environment for housing technology equipment. They will be responsible for licensing, maintenance, and support costs for all software used by RPC. The contractor will also develop security measures to protect RPC's data and applications from cyber threats according to DOS policies. They will establish a disaster recovery solution, implement a configuration management process, and provide strategies for governance, risk management, and compliance with regulations.
The contractor will also be responsible for information security and compliance, including maintaining a comprehensive security program, providing information assurance services, managing information system security officers, conducting continuous monitoring and ongoing authorization, performing vulnerability assessments, managing plans of action and milestones, and creating security plans and supporting documents.
Furthermore, the contractor will provide support for Security Operations Center (SOC) operations and services. This includes monitoring and analysis support, cyber intelligence support, vulnerability assessment support, incident assessment and response support, and insider threat hunting support. The contractor will prepare incident reports and after-action reports for US-CERT (U.S. Computer Emergency Readiness Team) and comply with cybersecurity incident reporting requirements.
The contractor will also be responsible for data engineering, management, and analytics. They will re-architect the RPC data lake, operate and manage the data lake, curate data for data analysts and scientists, provide reporting and data analytics support for USRAP and its partners, ensure data accuracy and accessibility, analyze data requirements and specifications, develop databases, maintain data integrity, monitor database performance, and develop data models.
Lastly, the contractor will provide customer and end-user support by operating the RPC help desk. They will handle tiered customer support requests related to START functions and operations, refugee processing procedures, technical questions, case inquiries, FOIA requests, user account management, access control to RPC tools, communication with users about changes to RPC tools and processes, best practices sharing, and process improvement recommendations.
