Notice2024-17051
Privacy Act of 1974; System of Records
Primary source
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Published
August 2, 2024
Issuing agencies
Housing and Urban Development Department
Abstract
Under the Privacy Act of 1974, as amended, the Department of the Housing and Urban Development (HUD), Office of the Chief Financial Officer (OCFO), is issuing a public notice of its intent to create a new system of records, Voice of the Customer (VoC). HUD has developed VoC system of records to satisfy the Executive Order 14058, on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, issued on December 13, 2021. The VoC platform provides customers with the ability to share their likes and dislikes about HUD's products or services. Customers feedback lets HUD focus on improving areas that would result in customer satisfaction and improve trust in the federal government.
Full Text
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<title>Federal Register, Volume 89 Issue 149 (Friday, August 2, 2024)</title>
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[Federal Register Volume 89, Number 149 (Friday, August 2, 2024)]
[Notices]
[Pages 63212-63214]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2024-17051]
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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT
[Docket No. FR-7092-N-34]
Privacy Act of 1974; System of Records
AGENCY: Office of the Chief Financial Officer, HUD.
ACTION: Notice of a new system of records.
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SUMMARY: Under the Privacy Act of 1974, as amended, the Department of
the Housing and Urban Development (HUD), Office of the Chief Financial
Officer (OCFO), is issuing a public notice of its intent to create a
new system of records, Voice of the Customer (VoC). HUD has developed
VoC system of records to satisfy the Executive Order 14058, on
Transforming Federal Customer Experience and Service Delivery to
Rebuild Trust in Government, issued on December 13, 2021. The VoC
platform provides customers with the ability to share their likes and
dislikes about HUD's products or services. Customers feedback lets HUD
focus on improving areas that would result in customer satisfaction and
improve trust in the federal government.
DATES: Comments will be accepted on or before September 3, 2024. This
proposed action will be effective on the date following the end of the
comment period unless comments are received which result in a contrary
determination.
ADDRESSES: You may submit comments, identified by docket number or 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#f5828282db85879c8394968cb59d8091db929a83"><span class="__cf_email__" data-cfemail="e6919191c896948f9087859fa68e9382c8818990">[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; 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: This system allows HUD to build surveys of
varying complexity, distribute surveys via different delivery methods,
centrally manage customer feedback data, and enable enterprise-wide
qualitative and quantitative data analysis on both data collected
through the system and data imported into the system. The Voice of the
Customer data can come in through a variety of ways. It can be a web/
paper survey, a phone call, an email, or anything having all that
separate data on one platform will help OCFO's Customer Experience team
hear what customers have to say holistically. The gathered feedback is
both customer and employee experience data as it pertains to their
interactions with HUD. Contact information will be requested, but is
voluntary/optional, and is only collected/used for future research.
This would include gathering a person's name and contact information
they are willing to provide (email or phone number). This data would be
used for research purposes only to further investigate how to improve
customers' experiences with HUD. These interactions would include
moments when the customer/employee interacts with HUD (For example, a
customer visits the HUD website for information, or an employee visits
the intranet for information). The data would be collected via surveys
or conversations regarding their experience within that specific moment
and/or overall experience.
SYSTEM NAME AND NUMBER:
Voice of the Customer (VoC), HUD/OCFO-02.
SECURITY CLASSIFICATION:
Unclassified.
[[Page 63213]]
SYSTEM LOCATION:
Medallia GovCloud is hosted within Amazon Web Services (AWS) Inc.;
12900 Worldgate Dr., Suite 800, Herndon VA 20170.
SYSTEM MANAGER(S):
Katherine M. Darling, Assistant Chief Financial Officer for
Systems, Office of the Chief Financial Officer, Department of Housing
and Urban Development, 451 Seventh Street SW, Room 3100, Washington, DC
20410-1000; Phone (202) 402-3912.
AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
This system is authorized by Section 2 of The Department of Housing
and Urban Development Act of 1965, 42 U.S.C. 3531; and Executive Order
14058, on Transforming Federal Customer Experience and Service Delivery
to Rebuild Trust in Government.
PURPOSES OF THE SYSTEM:
HUD's Office of the Chief Financial Officer (OCFO) maintains the
Voice of the Customer (VoC) system of records. The VoC Customer
Experience (CX) is a FedRAMP Software as a Service (SaaS) system and
services for enterprise-wide Customer Experience Management (CXM). The
VoC system, Medallia Experience Cloud (MEC), will allow HUD and its
internal program offices to build surveys of varying complexity,
distribute surveys via different delivery methods, centrally manage
customer feedback data, and enable enterprise-wide qualitative and
quantitative data analysis on both data collected through the system
and data imported into the system.
CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
Members of the Public, HUD Employees, and contractors.
CATEGORIES OF RECORDS IN THE SYSTEM:
Name, Email address (work/personal), Phone Number (work/personal),
zip code (work/home).
RECORD SOURCE CATEGORIES:
Records are obtained from individuals who participated in the
customer satisfaction surveys, Housing Discrimination Process Survey
and Salesforce HUD Central.
ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES
OF USERS AND PURPOSES OF SUCH USES:
(1) 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.
(2) 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.
(3) To contractors, grantees, experts, consultants, Federal
agencies, and non-Federal entities, including, but not limited to,
State and local governments and other research institutions or their
parties, and entities and their agents with whom HUD has a contract,
service agreement, grant, cooperative agreement, or other agreement for
the purposes of statistical analysis and research in support of program
operations, management, performance monitoring, evaluation, risk
management, and policy development, to otherwise support the
Department's mission, or for other research and statistical purposes
not otherwise prohibited by law or regulation. Records under this
routine use may not be used in whole or in part to make decisions that
affect the rights, benefits, or privileges of specific individuals. The
results of the matched information may not be disclosed in identifiable
form.
(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.
(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 (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:
(a) HUD, or any component thereof; or (b) any HUD employee in his or
her official capacity; or (c) any HUD employee in his or her individual
capacity where HUD has agreed to represent the employee; or (d) 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: (a) HUD, or any component thereof; or (b) any HUD
employee in his or her official capacity; or (c) any HUD employee in
his or her individual capacity where the Department of Justice or
agency conducting the litigation has agreed to
[[Page 63214]]
represent the employee; or (d) the United States, or any agency
thereof, where HUD determines that litigation is likely to affect HUD
or any of its components.
(11) To the Office of Management and Budget, in order to comply
with Circular A-11, part 6, Section 280 reporting requirements. Records
provided under this routine use will be de-identified and may become
publicly available on <a href="http://performance.gov">performance.gov</a>.
POLICIES AND PRACTICES FOR STORAGE OF RECORDS:
Electronic only.
POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
Name and work email addresses.
POLICIES AND PRACTICIES FOR RETENTION AND DISPOSAL OF RECORDS:
Temporary--Destroy 1 year after resolved, or when no longer needed
for business use, whichever is appropriate.
ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS:
Voice of the Customer (VoC) Customer Experience (CX) uses Medallia,
which is a FedRAMP Software as a Service (SaaS) system and services for
enterprise-wide Customer Experience Management (CXM). They are
responsible for implementing the physical, administrative, and
technical security/privacy controls. In addition, HUD employees/
contractors who access this system must first log into the HUD network
using their PIV card and PIN number.
Medallia provides secure and controlled access to systems and data.
Medallia's data access controls and authorizations determine what a
user can and cannot do after logging in. Medllia supports a fine-
grained authorization model, allowing an administrator to grant access
based on user groups/roles, organization hierarchy, and data
permissions. Medallia also offers predefined user roles, automatically
masking personal or other sensitive data, by obscuring fields from
unauthorized users. The masking feature supports Health Insurance
Portability and Accountability Act (HIPAA) and other regulations.
Records are secured with the data at rest (AWS volume encryption is
applied) and data in transit encryption (data transmission over https
protocols).
RECORD ACCESS PROCEDURES:
Individuals requesting records of themselves should address written
inquiries to the Department of Housing Urban and 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 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:
N/A.
HISTORY:
Docket No. 88 FR 68647 (October 4, 2023).
LaDonne White,
Chief Privacy Officer, Office of Administration.
[FR Doc. 2024-17051 Filed 8-1-24; 8:45 am]
BILLING CODE 4210-67-P
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