PNG ICA Case Management Information System

Completed and rolled out on 11 October 2021, the Case Management System (CMS) was developed by Cloudcode PNG under an AusAid-funded project. Built on a modern microservices architecture, the system provides two dedicated web applications: an Admin Portal for ICA staff to manage asylum seeker cases and a Client Portal that allows asylum seekers to update their details, track case progress, and raise issues securely online.

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Management Information System

PNG ICA Case Management Information System

The PNG Immigration & Citizenship Authority Case Management System, delivered on 11 October 2021 under AusAid funding, introduced a secure and scalable digital platform for asylum seeker case management. Built by Cloudcode PNG, the system leverages microservices and two dedicated web apps to meet the needs of both administrators and clients.

By digitising case records and providing a secure communication channel, the CMS has improved efficiency, strengthened accountability, and enhanced the overall experience for asylum seekers engaging with ICA. The project stands as an example of how open, modular digital platforms can modernise critical government services in Papua New Guinea.

How we Completed

The project was completed through a collaborative process with ICA and AusAid representatives. Cloudcode PNG applied an agile, incremental delivery model with continuous testing and feedback cycles. Training and onboarding sessions were conducted for ICA staff, ensuring smooth adoption, while the client portal was designed and tested to ensure accessibility and security. The CMS was successfully rolled out on 11 October 2021 and has been operational since.

The Mission

The mission of the Case Management System was to strengthen the ability of the PNG Immigration & Citizenship Authority (ICA) to efficiently and transparently manage asylum seeker information. The platform was designed to improve case tracking, reduce delays, and provide a secure communication channel between ICA and asylum seekers, ensuring fairness, accountability, and compliance with international standards.

Our Approach

Cloudcode PNG engaged ICA stakeholders through workshops and requirements gathering sessions to fully understand operational needs. Using an agile methodology, we delivered the CMS in iterative phases, validating functionality with both administrators and test users. Our approach prioritised usability, data security, and interoperability, ensuring that the system was both practical for ICA staff and accessible for asylum seekers with varying levels of digital literacy.

Challenges We Addressed

Prior to this project, case records and asylum seeker communications were largely manual, leading to inefficiencies, miscommunication, and lack of visibility. Sensitive information required strong protection, while multilingual and user-friendly interfaces were needed to accommodate diverse client groups. The CMS addressed these challenges by providing a secure central database, streamlined workflows for ICA staff, and a simple client-facing web app with clear guidance and secure messaging capabilities.

Architecture & Delivery

The system was built using a microservices architecture, ensuring scalability, modularity, and resilience. The Admin Web App allows ICA officers to register, update, and monitor asylum seeker cases, assign tasks, and generate reports. The Client Web App enables asylum seekers to log in securely, update personal details, and raise issues or requests, which are routed directly into the case workflow. Secure APIs, role-based access control, and audit logging were implemented to ensure compliance, while containerised deployment ensured reliable delivery and simplified long-term maintenance.

Final Results

The Case Management System has transformed how ICA manages asylum seeker cases, reducing administrative overhead and increasing transparency. ICA staff can now track cases in real time, generate accurate reports, and respond faster to client needs. Asylum seekers benefit from a secure digital channel to communicate with ICA, improving accessibility and trust in the process. The project established a strong digital foundation for ICA and set a benchmark for future digital transformation initiatives within the agency.