Notice2023-14789
Privacy Act of 1974; System of Records
Primary source
Metadata and text below are from the Federal Register, a public-domain U.S. government work. Always verify the official published version before relying on it for any legal matter.
Published
July 12, 2023
Issuing agencies
Housing and Urban Development Department
Abstract
Pursuant to the provisions of the Privacy Act of 1974, as amended, the Department of the Housing and Urban Development (HUD) is issuing a public notice of its intent to create the Office of PIH Privacy Act system of records, One Stop Customer Service. One Stop Customer Service (OSCS) is a stand-alone service management application. It is used by Real Estate Assessment Center Public and Indian Housing (REAC-PIH) Technical Assistance Center (TAC) to document the following from callers: Inquiries, comments & complaints and Answers pertaining to HUD programs that are provided to the callers. The purpose of OSCS is to serve as a central location for documenting information provided to callers relative to their inquiries, comments & complaints.
Full Text
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<title>Federal Register, Volume 88 Issue 132 (Wednesday, July 12, 2023)</title>
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[Federal Register Volume 88, Number 132 (Wednesday, July 12, 2023)]
[Notices]
[Pages 44389-44392]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2023-14789]
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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT
[Docket No. FR-7077-N-10]
Privacy Act of 1974; System of Records
AGENCY: Office of Administration, HUD.
ACTION: Notice of a new system of records.
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SUMMARY: Pursuant to the provisions of the Privacy Act of 1974, as
amended, the Department of the Housing and Urban Development (HUD) is
issuing a public notice of its intent to create the Office of PIH
Privacy Act system of records, One Stop Customer Service. One Stop
Customer Service (OSCS) is a stand-alone service management
application. It is used by Real Estate Assessment Center Public and
Indian Housing (REAC-PIH) Technical Assistance Center (TAC) to document
the following from callers: Inquiries, comments & complaints and
Answers pertaining to HUD programs that are provided to the callers.
The purpose of OSCS is to serve as a central location for documenting
information provided to callers relative to their inquiries, comments &
complaints.
DATES: Comments will be accepted on or before August 11, 2023. This
proposed action will be effective on the date following the end of the
comment
[[Page 44390]]
period unless comments are received which result in a contrary
determination.
ADDRESSES: You may submit comments, identified by docket number by one
of the following methods:
Federal e-Rulemaking Portal: <a href="http://www.regulations.gov">http://www.regulations.gov</a>. Follow the
instructions provided on that site to submit comments electronically.
Fax: 202-619-8365.
Email: <a href="/cdn-cgi/l/email-protection#fe898989d08e8c97889f9d87be968b9ad0999188"><span class="__cf_email__" data-cfemail="8afdfdfda4faf8e3fcebe9f3cae2ffeea4ede5fc">[email protected]</span></a>.
Mail: Attention: Privacy Office; LaDonne White, Chief Privacy
Officer; The Executive Secretariat; 451 Seventh Street SW, Room 10139;
Washington, DC 20410-0001.
Instructions: All submissions received must include the agency name
and docket number for this rulemaking. All comments received will be
posted without change to <a href="http://www.regulations.gov">http://www.regulations.gov</a>. including any
personal information provided.
Docket: For access to the docket to read background documents or
comments received go to <a href="http://www.regulations.gov">http://www.regulations.gov</a>.
FOR FURTHER INFORMATION CONTACT: LaDonne White; 451 Seventh Street SW,
Room 10139; Washington, DC 20410-0001; telephone number 202-708-3054
(this is not a toll-free number). HUD welcomes and is prepared to
receive calls from individuals who are deaf or hard of hearing, as well
as individuals with speech or communication disabilities. To learn more
about how to make an accessible telephone call, please visit: <a href="https://www.fcc.gov/consumers/guides/telecommunications-relay-service-trs">https://www.fcc.gov/consumers/guides/telecommunications-relay-service-trs</a>.
SUPPLEMENTARY INFORMATION: The main objective of the TAC One Stop
Customer Service (OSCS) Salesforce CRM (Customer Relationship
Management) new System is to assist HUD in meeting its mission by
providing improved customer accessibility to HUD-developed knowledge
materials and support the REAC, specifically in the TAC processing of
inbound inquiries regarding HUD Program Area products and services,
federal regulations, business and program protocols, processes and
procedures, technical questions, HUD Secured Systems access and
security systems administration issues to support 400,000 internal and
external users of HUD's Secure Systems applications.
The TAC also receives questions from the public and provides
reference and referral services to respond to requests for information,
from Departmental stakeholders and business partners, including Public
Housing Agencies, Tribally Designated Housing Entities, Public and
Indian Housing residents/resident entities, Housing program
participants, HUD staff and other Federal, state and local government
officials and employees. Given the need of all Federal agencies to do
more with scarce program funds, the TAC provides HUD with the
capabilities needed for a customer-service oriented Multi Channel
Contact Management Center and the pathway to insuring cost-effective,
high-quality customer service support requirements into the future.
SYSTEM NAME AND NUMBER:
One Stop Customer Service (OSCS). HUD-PIH 03.
SECURITY CLASSIFICATION:
Unclassified.
SYSTEM LOCATION:
The files are maintained at the following locations: Department of
Housing and Urban Development, 451 Seventh Street SW, Washington, DC
20410.
SYSTEM MANAGER(S):
Office of Public and Indian Housing (PIH), Ashley Leia Sheriff,
Deputy Assistant Secretary, Real Estate Assessment Center, 550 12th
Street SW, Suite 100, Washington, DC 20410. 202-402-4162.
AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
Section 2 of The Department of Housing and Urban Development Act of
1965, 42 U.S.C. 3531, which establishes the Department ``to encourage
the solution of problems of housing [and] urban development . . . and
to provide for full and appropriate consideration, at the national
level, of the needs and interests of the Nation's communities and of
the people who live and work in them.'' This system is also authorized
by Executive Order 12160 and the Housing and Community Development Act
of 1974, Public Law 93-383.
PURPOSES OF THE SYSTEM:
The Department of Housing and Urban Development (HUD), Office of
PIH maintains the ``One Stop Customer Service'' system of records. The
purpose of OSCS is to serve as a central location for documenting
information provided to callers relative to their inquiries, comments &
complaints. Real Estate Assessment Center (REAC) Technical Assistance
Center (TAC) business area is a multi-channel inquiry operation that
supports HUD programs and activities under many Departmental offices,
responding to approximately 150,000 inquiries annually from a broad
range of internal and external HUD business partners and program
participants. The TAC has been developed to be the Customer Service for
REAC business areas, the primary customer-facing organization to
program area business partners and participants in the offices of
Multi-Family Housing and Public and Indian Housing (REAC-TAC) The
information collected by OSCS assists is used for developing reports
and trend analysis to ascertain the level of customer service provided
to HUD clients.
CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
The TAC supports/serves the following types of Departmental
business partners and general public individuals. Government (Local,
state and federal entities), Public Housing Authority (Administrators,
employees & residents), Real Property Owners (Multi-family Housing
program participants), Other Real Estate Professionals (Appraisers,
Investors, Real Estate CSRs, Property Inspectors) and Mortgage Banking
Institutions.
CATEGORIES OF RECORDS IN THE SYSTEM:
Records consist of the following information. Callers Full Name,
Property or Home Address, Telephone & Fax Number (if available), Email
Address, User ID.
RECORD SOURCE CATEGORIES:
OSCS receives the data from HUD assisted housing residents,
Independent Public Accountants, Contracted property inspectors for HUD
assisted housing and Citizens through Phone, Webform, Email, Live Chat,
Mail and Fax Communications.
ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES
OF USERS AND PURPOSES OF SUCH USES:
(1) To a congressional office from the record of an individual, in
response to an inquiry from the congressional office made at the
request of that individual.
(2) To the National Archives and Records Administration, Office of
Government Information Services (OGIS), to the extent necessary to
fulfill its responsibilities in 5 U.S.C. 552(h), to review
administrative agency policies, procedures and compliance with the
Freedom of Information Act (FOIA), and to facilitate OGIS' offering of
mediation services to resolve disputes between persons making FOIA
requests and administrative agencies.
(3) To Federal agencies, non-Federal entities, their employees, and
agents (including contractors, their agents or employees; employees or
contractors of the agents or designated agents); or contractors, their
employees or agents with whom HUD has a contract, service
[[Page 44391]]
agreement, grant, cooperative agreement, or computer matching agreement
for the purpose of: (1) detection, prevention, and recovery of improper
payments; (2) detection and prevention of fraud, waste, and abuse in
major Federal programs administered by a Federal agency or non-Federal
entity; (3) detection of fraud, waste, and abuse by individuals in
their operations and programs; (4) for the purpose of establishing or
verifying the eligibility of, or continuing compliance with statutory
and regulatory requirements by, applicants for, recipients or
beneficiaries of, participants in, or providers of services with
respect to, cash or in-kind assistance or payments under Federal
benefits programs or recouping payments or delinquent debts under such
Federal benefits programs. Records under this routine use may be
disclosed only to the extent that the information shared is necessary
and relevant to verify pre-award and prepayment requirements prior to
the release of Federal funds or to prevent and recover improper
payments for services rendered under programs of HUD or of those
Federal agencies and non-Federal entities to which HUD provides
information under this routine use.
(4) To contractors, grantees, experts, consultants and their
agents, or others performing or working under a contract, service,
grant, cooperative agreement, or other agreement with HUD, when
necessary to accomplish an agency function related to a system of
records. Disclosure requirements are limited to only those data
elements considered relevant to accomplishing an agency function.
Contractors provided information under these routine use conditions are
subject to Privacy Act requirements and disclosure limitations imposed
on the Department. HUD staff and contractor personnel who handle the
tiered production support for OSCS collect contact information so that
they can process the exchange and if need be, escalate the issue within
the support center to more specialized technicians.
(5) To contractors, experts and consultants with whom HUD has a
contract, service agreement, or other assignment of the Department,
when necessary to utilize relevant data for the purpose of testing new
technology and systems designed to enhance program operations and
performance.
(6) To appropriate agencies, entities, and persons when (1) HUD
suspects or has confirmed that there has been a breached of the system
of records, (2) HUD has determined that as a result of the suspected or
confirmed breach there is a risk of harm to individuals, (including its
information systems, programs, and operations), the Federal Government,
or national security; (3) and the disclosure made to such agencies,
entities, and persons is reasonably necessary to assist in connection
with HUD's efforts to respond to the suspected or confirmed breach or
to prevent, minimize, or remedy such harm.
(7) To another Federal agency or Federal entity, when HUD
determines that information from this system of records is reasonably
necessary to assist the recipient agency or entity in (1) responding to
a suspected or confirmed breach or (2) preventing, minimizing, or
remedying the risk of harm to individuals, the recipient agency or
entity (including its information systems, programs, and operations),
the Federal Government, or national security, resulting from a
suspected or confirmed breach.
(8) To appropriate Federal, State, local, tribal, or other
governmental agencies or multilateral governmental organizations
responsible for investigating or prosecuting the violations of, or for
enforcing or implementing, a statute, rule, regulation, order, or
license, where HUD determines that the information would assist in the
enforcement of civil or criminal laws and when such records, either
alone or in conjunction with other information, indicate a violation or
potential violation of law.
(9) To a court, magistrate, administrative tribunal, or arbitrator
in the course of presenting evidence, including disclosures to opposing
counsel or witnesses in the course of civil discovery, litigation,
mediation, or settlement negotiations, or in connection with criminal
law proceedings; when HUD determines that use of such records is
relevant and necessary to the litigation and when any of the following
is a party to the litigation or have an interest in such litigation:
(1) HUD, or any component thereof; or (2) any HUD employee in his or
her official capacity; or (3) any HUD employee in his or her individual
capacity where HUD has agreed to represent the employee; or (4) the
United States, or any agency thereof, where HUD determines that
litigation is likely to affect HUD or any of its components.
(10) To any component of the Department of Justice or other Federal
agency conducting litigation or in proceedings before any court,
adjudicative, or administrative body, when HUD determines that the use
of such records is relevant and necessary to the litigation and when
any of the following is a party to the litigation or have an interest
in such litigation: (1) HUD, or any component thereof; or (2) any HUD
employee in his or her official capacity; or (3) any HUD employee in
his or her individual capacity where the Department of Justice or
agency conducting the litigation has agreed to represent the employee;
or (4) the United States, or any agency thereof, where HUD determines
that litigation is likely to affect HUD or any of its components.
POLICIES AND PRACTICES FOR STORAGE OF RECORDS:
Electronic records.
POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
Individual name, email address, User ID, phone number.
POLICIES AND PRACTICIES FOR RETENTION AND DISPOSAL OF RECORDS:
GRS 5.2, item 10, Transitory records. The system's Disposition
Instructions: Temporary. Destroy when no longer needed for business
use, or according to agency predetermined period or business rule.
Disposition Authority is: DAA-GRS-2017-0003-0001.
ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS:
One Stop Customer Service (OSCS) system implements on Salesforce
Service Cloud on the Government Cloud Plus, which is a FedRamp approved
platform. The Salesforce Government Cloud Plus was granted a
Provisional Authority to Operate (P-ATO) by the FedRAMP Joint
Authorization Board (JAB) for both Software as a Service (SaaS) and
Platform as a Service (PaaS), consistent with the FedRAMP High control
baseline. Testing was performed by an independent, third-party
assessment organization (3PAO).
To obtain compliance with FedRAMP, Salesforce conducted security
assessment and authorization activities in accordance with FedRAMP
guidance and NIST SP 800-37. As part of this process Salesforce
documented a System Security Plan (SSP) for the Salesforce Government
Cloud Plus service offering. The SSP is developed in accordance with
NIST SP 800-18. The SSP identifies control implementations for the
Salesforce Government Cloud Plus and in-scope customer facing products
according to the FedRAMP High baseline. A security assessment of the
information system was conducted by a 3PAO in accordance with FedRAMP
High requirements. The security assessment testing determined the
adequacy of the management, operational, and technical
[[Page 44392]]
security controls used to protect the confidentiality, integrity, and
availability of Salesforce's Government Cloud Plus service offering and
the Customer Data it stores, transmits and processes.
To maintain compliance with FedRAMP, Salesforce conducts continuous
monitoring, which includes ongoing technical vulnerability detection,
remediation of open compliance related findings, and at least annual
independent assessment of security controls by a 3PAO.
Safeguards for unauthorized access to records is protected through
role-based security for authorized users to have access only to the
data to do their job they need as well as authentication into the
system goes through HUD Active Directory Single Sign On to ensure
proper identification of authorizing user. All server, security,
storage, backup, and infrastructure equipment are monitored, restricted
to only those with a need-to-have system access, including being
secured by administrative password and authentication methods. Records
in the system are electronic and stored on the FEDRAMP Salesforce
Government Cloud. Only authorized users OSCS employees, contractors and
have access to the records through the Salesforce SAAS web application
and customers only have access to their data via Salesforce web portal.
HUD's information technology partners in the Office of the Chief
Information Officer (OCIO), Salesforce maintain the backups files of
OSCS. Records are stored on secure servers administered by Salesforce.
User's access, updates access, read-only access, and approval access
based on the user's role and security access level. Further, all
systems users must agree to abide by all HUD policies and federal laws
and regulations.
RECORD ACCESS PROCEDURES:
Individuals requesting records of themselves should address written
inquiries to the Department of Housing and Urban Development, 451 7th
Street SW, Washington, DC 20410-0001. For verification, individuals
should provide their full name, current address, and telephone number.
In addition, the requester must provide either a notarized statement or
an unsworn declaration made under 24 CFR 16.4.
CONTESTING RECORD PROCEDURES:
The HUD rule for contesting the content of any record pertaining to
the individual by the individual concerned is published in 24 CFR 16.8
or may be obtained from the system manager.
NOTIFICATION PROCEDURES:
Individuals requesting notification of records of themselves should
address written inquiries to the Department of Housing and Urban
Development, 451 7th Street SW, Washington, DC 20410-0001. For
verification purposes, individuals should provide their full name,
office or organization where assigned, if applicable, and current
address and telephone number. In addition, the requester must provide
either a notarized statement or an unsworn declaration made under 24
CFR 16.4.
EXEMPTIONS PROMULGATED FOR THE SYSTEM:
None.
HISTORY:
N/A.
LaDonne White,
Chief Privacy Officer, Office of Administration.
[FR Doc. 2023-14789 Filed 7-11-23; 8:45 am]
BILLING CODE P
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This is legal information, not legal advice. Laws vary by jurisdiction and change frequently. Always verify current law with official sources and consult a licensed attorney in your jurisdiction for advice on your specific situation.