Notice2023-15161
Privacy Act of 1974; System of Records
Primary source
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Published
July 18, 2023
Issuing agencies
Agriculture Department
Abstract
In accordance with the Privacy Act of 1974, as amended, and the Office of Management and Budget and Budget (OMB) Circular No. A-108 Federal Agency Responsibilities for Review, Reporting, and Publication under the Privacy Act, the U.S. Department of Agriculture (USDA) proposes a new system of records for the information collected, created, and stored in the centralized omni-channel AskUSDA Contact Center. The purpose of this system is to provide industry standard customer service to respond to inquiries from the general public regarding programs and services provided by USDA. The system keeps track of the people asking questions for continuity of support and maintains a record of their interaction. The system provides multiple public channels like phone, email, and live chat. Also, the system maintains a common knowledge base across the organization that improves response consistency. This system also improves the efficiency of the Federal staff providing answers to public inquiry.
Full Text
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<title>Federal Register, Volume 88 Issue 136 (Tuesday, July 18, 2023)</title>
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[Federal Register Volume 88, Number 136 (Tuesday, July 18, 2023)]
[Notices]
[Pages 45882-45884]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2023-15161]
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Notices
Federal Register
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Federal Register / Vol. 88, No. 136 / Tuesday, July 18, 2023 /
Notices
[[Page 45882]]
DEPARTMENT OF AGRICULTURE
[Docket Number: USDA-2022-0013]
Privacy Act of 1974; System of Records
AGENCY: Departmental Administration (DA), Office of Customer Experience
(OCE), Department of Agriculture (USDA).
ACTION: Notice of a new system of records.
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SUMMARY: In accordance with the Privacy Act of 1974, as amended, and
the Office of Management and Budget and Budget (OMB) Circular No. A-108
Federal Agency Responsibilities for Review, Reporting, and Publication
under the Privacy Act, the U.S. Department of Agriculture (USDA)
proposes a new system of records for the information collected,
created, and stored in the centralized omni-channel AskUSDA Contact
Center. The purpose of this system is to provide industry standard
customer service to respond to inquiries from the general public
regarding programs and services provided by USDA. The system keeps
track of the people asking questions for continuity of support and
maintains a record of their interaction. The system provides multiple
public channels like phone, email, and live chat. Also, the system
maintains a common knowledge base across the organization that improves
response consistency. This system also improves the efficiency of the
Federal staff providing answers to public inquiry.
DATES: In accordance with 5 U.S.C. 552a(e)(4) and (11), this notice is
effective upon publication, subject to a 30-day notice and comment
period in which to comment on the routine uses described in the routine
uses section of this system of records notice. Please submit your
comments by August 17, 2023.
ADDRESSES: You may submit comments by either of the following methods:
Federal eRulemaking Portal: This website provides the ability to
type short comments directly into the comment field on this web page or
attach a file for lengthier comments. Go to: <a href="https://www.regulations.gov">https://www.regulations.gov</a>. Follow the online instructions at that site for
submitting comments. Postal Mail/Commercial Delivery: Please send one
copy of your comments to Docket No. USDA-2022-0013, Customer Contact,
1400 Independence Ave, SW, Mailstop 3000, Washington, DC 20250 or at
Simchah Suveyke-Bogin, email: <a href="/cdn-cgi/l/email-protection#deadb7b3bdb6bfb6f0adaba8bba7b5bbbcb1b9b7b09eabadbabff0b9b1a8"><span class="__cf_email__" data-cfemail="c8bba1a5aba0a9a0e6bbbdbeadb1a3adaaa7afa1a688bdbbaca9e6afa7be">[email protected]</span></a>.
Instructions: All items submitted by mail or electronic mail must
include the Agency name and docket number USDA- 2022-0013. Comments
received in response to this docket will be made available for public
inspection and posted with change, including any personal information
to: <a href="https://www.regulations.gov">https://www.regulations.gov</a>.
FOR FURTHER INFORMATION CONTACT: For general questions, please contact:
Simchah Suveyke-Bogin, email: <a href="/cdn-cgi/l/email-protection#6e1d07030d060f06401d1b180b17050b0c010907002e1b1d0a0f40090118"><span class="__cf_email__" data-cfemail="b2c1dbdfd1dad3da9cc1c7c4d7cbd9d7d0ddd5dbdcf2c7c1d6d39cd5ddc4">[email protected]</span></a> or call
202-913-3020. For Privacy Act questions concerning this system of
records notice, please contact Michele Washington, USDA, Department
Administration Information Technology Office, Office of the Chief
Information Officer, United States Department of Agriculture, 202-577-
8021. For general USDA Privacy Act questions, please contact the USDA
Chief Privacy Officer, Information Security Center, Office of Chief
Information Officer, USDA, Jamie L. Whitten Building, 1400 Independence
Ave. SW, Washington, DC 20250, or email: <a href="/cdn-cgi/l/email-protection#396c6a7d78494b504f585a4079565a5056174c4a5d58175e564f"><span class="__cf_email__" data-cfemail="a6f3f5e2e7d6d4cfd0c7c5dfe6c9c5cfc988d3d5c2c788c1c9d0">[email protected]</span></a>.
SUPPLEMENTARY INFORMATION: USDA is proposing to establish a new System
of Records Notice entitled USDA/OCX, AskUSDA Contact Center. The
AskUSDA Contact Center serves as the centralized entry point for the
public to access information and assistance from USDA through an omni-
channel of calls, emails, and chats. The records maintained are the
inquirer's contact information, public inquiries, case information,
knowledge articles used, and accompanying notes.
SYSTEM NAME AND NUMBER:
USDA/OCX, AskUSDA Contact Center
SECURITY CLASSIFICATION:
Sensitive But Unclassified
SYSTEM LOCATION:
The USD/OCX is maintained and physically located at USDA/OCIO, 1400
Independence Ave SW, Washington, DC 20250-3000. Salesforce Government
Cloud--OCIO FR.
SYSTEM MANAGER(S):
Chief Customer Experience Officer, Office of Customer Experience
(OCX), USDA 1400 Independence Ave SW, Washington, DC 20250-3300, (202)
913-3020. Third-party service provider, Salesforce Government Cloud,
415 Mission Street, San Francisco, CA 94105.
AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
This system of records is authorized under OMB Circular A-11,
Section 280, S.1088, Federal Agency Customer Experience Act of 2017,
Public Law 115-336, Presidents' Management Agenda (PMA) 2021, and
Executive Order 1307, Executive Order 14058- Transforming Federal
Customer Experience and Service Delivery to Rebuild Trust in
Government.
PURPOSE(S) OF THE SYSTEM:
The purpose of this system is to provide industry standard customer
service to respond to inquiries from the general public regarding
programs and services provided by USDA. The system tracks the
individual asking questions for continuity of support and maintains a
record of their interaction. The system provides the general public
multiple channels like phone, email, and chat. The system also
maintains a common knowledge base across the organization that improves
response consistency. This system also improves the efficiency of the
federal staff providing answers to public inquiry.
CATEGORIES OF INDIVIDUALS CONVERED BY THE SYSTEM:
The categories of individuals covered by the system include the
general public and USDA employees. The majority of customers are
private individuals and businesses from across the nation that are
looking for information regarding USDA programs and services. The
[[Page 45883]]
programs and services are provided by the different agencies within
USDA.
CATEGORIES OF RECORDS IN THE SYSTEM:
Categories of records created in the system are on individual(s)
who have contacted USDA, to include their first and last names, phone
numbers, emails, and physical addresses. Knowledge Articles from
various mission areas explaining USDA programs and other public
sources, and General Inquiry Case Information (Subject, Description--
Inquiry Details/Case History, Case Number, Contact, Account, Nature of
Inquiry) are in the system.
RECORD SOURCE CATEGORIES:
The sources of information in this system are members of the
public, USDA employees, contractors, USDA applicants, and other
individuals or entities who contact the USDA Contact Center.
ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES
OF USERS AND PURPOSES OF SUCH USES:
In addition to those disclosures generally permitted under 5 U.S.C.
552a(b) of the Privacy Act, records maintained in the system may be
disclosed outside USDA, as follows:
A. To the U.S. Department of Justice (DOJ) when: (a) USDA or any
component thereof; or (b) any employee of USDA in his or her official
capacity, or any employee of the agency in his or her individual
capacity where the Department of Justice has agreed to represent the
employee; or (c) the United States Government, is a party to litigation
or has an interest in such litigation, and USDA determines that the
records are relevant and necessary to the litigation and the use of
such records by the Department of Justice is for a purpose that is
compatible with the purpose for which USDA collected the records;
B. When a record on its face, or in conjunction with other records,
indicates a violation or potential violation of law, whether civil,
criminal, or regulatory in nature, and whether arising by general
statute or particular program, statute, or by regulation, rule, or
order issued pursuant thereto, disclosure may be made to the
appropriate Federal, State, local, foreign, Tribal, or other public
authority responsible for enforcing, investigating, or prosecuting such
violation or charged with enforcing or implementing the statute, or
rule, regulation, or order issued pursuant thereto, if the information
disclosed is relevant to any enforcement, regulatory, investigative or
prospective responsibility of the receiving entity;
C. To Congressional office staff in response to an inquiry made at
the written request of the individual to whom the record pertains;
D. To appropriate agencies, entities, and persons when: (a) USDA
suspects or has confirmed that there has been a breach of the system of
records; (b) USDA has determined that as a result of the suspected or
confirmed breach there is a risk of harm to individuals, USDA
(including its information systems, programs, and operations), the
Federal Government, or national security; and (c) the disclosure made
to such agencies, entities, and persons is reasonably necessary to
assist in connection with USDA's efforts to respond to the suspected or
confirmed compromise and prevent, minimize, or remedy such harm;
E. To contractors and their agents, grantees, experts, consultants,
and other performing or working on a contract, service, grant,
cooperative agreement, or other assignment for the USDA, when necessary
to accomplish an agency function related to this system of records;
F. To comply with Federal Funding Accountability and Transparency
Act (FFATA) and similar statutory requirements for public disclosure in
situations where records reflect loans, grants, or other payments to
members of the public;
G. To the National Archives and Records Administration (NARA) or
other Federal government agencies pursuant to records management
inspections being conducted under the authority of 44 U.S.C. 2904 and
2906;
H. To a court or adjudicative body in a proceeding when: (a) USDA
or any component thereof; or (b) any employee of USDA in his or her
official capacity; or (c) any employee of USDA in his or her individual
capacity where USDA has agreed to represent the employee; or the United
States Government is a party to litigation or has an interest in such
litigation, and USDA determines that the records are both relevant and
necessary to the litigation and that use of such records is therefore
deemed by USDA to be for a purpose that is compatible with the purpose
for which USDA collected the records;
I. To appropriate agencies, entities, and persons when (1) DA/OCE
suspects or has confirmed that there has been a breach of the system of
records,(2) DA/OCE has determined that as a result of the suspected or
confirmed breach there is a risk of harm to individuals, DA/OCE
(including its information systems, programs, and operations), the
Federal Government, or national security; and (3) the disclosure made
to such agencies, entities, and persons is reasonably necessary to
assist in connection with DA/OCE's efforts to respond to the suspected
or confirmed breach or to prevent, minimize, or remedy such harm; and
J. To another Federal agency or Federal entity to another Federal
agency or Federal entity, when DA/OCE 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.
POLICIES AND PRACTICES FOR STORAGE OF RECORDS:
The NIST 800-53 controls are employed to reduce the risks of
unauthorized and unintended information transfer. OCX records are
electronic only records and stored at the FedRamp certified Salesforce
Cloud.
POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
Contact information are retrieved by a search of the name or phone
number. A key word search retrieves knowledge articles. Only employees
with secure and verified access can retrieve Contact Center data
information. Employees retrieving this data must have secure access to
Salesforce, must pass a single sign- on verification, and have specific
permissions granted by a database administrator to retrieve records.
The employee would access the platform using a personal identity
verification (PIV) card or enter verifiable credentials, use a
dashboard or customized report retrieval.
POLICIES AND PRACTICIES FOR RETENTION AND DISPOSAL OF RECORDS:
Records are retained and disposed of in accordance with NARA's
General Records Schedule 820-1 but may be retained for a longer period
as required by litigation, investigation, and/or audit. Contact details
are proposed to maintain for seven years before archived. Personal
information stored (i.e., name, email, and phone number) are encrypted.
ADMINISTRATIVE, TECHICAL, AND PHYSICAL SAFEGUARDS:
All electronic records are secured with proper requirements for
access in place. Access is only granted to
[[Page 45884]]
employees approved and cleared to receive permissions to Salesforce and
have PIV access and clearance. Users who are contractors are provided
training during onboarding to use the system and federal employees
receive updated training for Salesforce and its dashboards periodically
as needed. Access Control (AC), Identification and Authentication (IA)
and Systems and Communication Protection (SC) security controls are in
place to prevent unauthorized access. Individual systems desk
procedures document the process for establishing, activating, and
modifying IDs. System Owners define Groups and account types. System
Point of Contact (POC) assigns group membership and determines need-to-
know validation. The Program Manager verifies user identification. Role
Based Access Control are also used. All internal USDA access is managed
through the USDA Enterprise Entitlement Management System for
requesting internal access.
RECORD ACCESS PROCEDURES:
Individuals seeking to gain access to a record in this system of
records should contact the system manager at the address listed above.
Provide the system manager with the necessary particulars such as full
name, date of birth, work address, and country of citizenship.
Requesters must also reasonably specify the record contents sought. The
request must meet the requirements of the regulations at 34 CFR 5b.5,
including proof of identity. All requests for access to records must be
in writing and should be submitted to the system manager at the address
listed above. A determination on whether a record may be accessed will
be made when a request is received.
CONTESTING RECORD PROCEDURES:
Individuals seeking to contest or amend information maintained in
the system should direct their request to the above listed System
Manager and should include the reason for contesting it and the
proposed amendment to the information with supporting information to
show how the record is inaccurate. A request for contesting records
should contain: Name, address including zip code, name of the system of
records, year of records in question, and any other pertinent
information to help identify the data requested.
NOTIFICATION PROCEDURES:
Individuals may be notified if a record in this system of records
pertains to them when the individuals request information utilizing the
same procedures as those identified in the ``RECORD ACCESS PROCEDURES''
paragraph, above.
EXEMPTIONS PROMULGATED FOR THE SYSTEM:
None.
HISTORY:
None
Simchah SuveykeBogin,
Chief Customer Experience Officer, Office of Customer Experience,
Departmental Administration, United States Department of Agriculture.
[FR Doc. 2023-15161 Filed 7-17-23; 8:45 am]
BILLING CODE 3411-07-P
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