Notice2026-06609
Privacy Act of 1974; System of Records
Primary source
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Published
April 6, 2026
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), Office of Field Policy and Management (FPM) is issuing a public notice of its intent to modify the Privacy Act system of records titled, "Customer Relationship Management (CRM)", to include all Customer Relationship Management systems in use by HUD. This notice incorporates the One Stop Customer Service, HUD Central, and Microsoft Dynamics systems. HUD's Customer Relationship Management systems are designed to track, organize, route, and respond to inquiries from HUD's customers, which include members of the public, individuals and organizations doing business with HUD, and other stakeholders who have an interest in how HUD operates. The reason for this revised notice is to make clarifying changes within: System Manager, and Categories of Records to update description of data collection activities performed by the One Stop Customer Service, HUD Central, and Microsoft Dynamics systems, and Policies and Practices for Retention and Disposal for Records to add context. These updates are explained in the "Supplementary Section" of this notice.
Full Text
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<title>Federal Register, Volume 91 Issue 65 (Monday, April 6, 2026)</title>
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[Federal Register Volume 91, Number 65 (Monday, April 6, 2026)]
[Notices]
[Pages 17295-17297]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2026-06609]
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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT
[Docket No. FR-7106-N-15]
Privacy Act of 1974; System of Records
AGENCY: Office of Field Policy and Management, HUD.
ACTION: Notice of a modified 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),
Office of Field Policy and Management (FPM) is issuing a public notice
of its intent to modify the Privacy Act system of records titled,
``Customer Relationship Management (CRM)'', to include all Customer
Relationship Management systems in use by HUD. This notice incorporates
the One Stop Customer Service, HUD Central, and Microsoft Dynamics
systems. HUD's Customer Relationship Management systems are designed to
track, organize, route, and respond to inquiries from HUD's customers,
which include members of the public, individuals and organizations
doing business with HUD, and other stakeholders who have an interest in
how HUD operates. The reason for this revised notice is to make
clarifying changes within: System Manager, and Categories of Records to
update description of data collection activities performed by the One
Stop Customer Service, HUD Central, and Microsoft Dynamics systems, and
Policies and Practices for Retention and Disposal for Records to add
context. These updates are explained in the ``Supplementary Section''
of this notice.
DATES: Comments will be accepted on or before May 6, 2026. 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 the 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#abdbd9c2ddcac8d2ebc3decf85ccc4dd"><span class="__cf_email__" data-cfemail="6212100b1403011b220a17064c050d14">[email protected]</span></a>.
Mail: Attention: Privacy Office; Shalanda Capehart, Acting Chief
Privacy Officer; Office of the Executive Secretariat; 451 7th 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: Shalanda Capehart; 451 7th Street SW,
Room 10139; Washington, DC 20410-0001; telephone number (202) 402-5085
(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 Department of Housing and Urban
Development (HUD), Office of Field Policy and Management (FPM), is
revising the Customer Relationship Management (CRM) Systems SORN. This
CRM Systems SORN combines the ``One Stop Customer Service, HUD Central,
and Microsoft Dynamics'' documenting the use of Customer Relationship
Management systems to manage, track, route, and respond to interactions
with all customers, stakeholders, partners, and organizations who
initiate a customer service interaction with the Department. These
Customer Relationship Management systems are covered under one SORN
because they serve the same purpose, have the same authorization
language, and function to provide customer service to HUD's customers.
The Office of Field Policy and Management uses Microsoft Dynamics CRM
to interact with all of HUD's customers, as it represents HUD's primary
presence in field offices. The Federal Housing Administration (FHA),
using HUD Central, focuses on Single-family FHA lenders and borrowers,
HUD subsidized multifamily residents, and hospital, skilled nursing,
and assisted living developers and lenders. One Stop Customer Service,
housed within the Office of Public and Indian Housing's Real Estate
Assessment Center, focuses on technical assistance and program
protocols for inspectors of HUD funded assets.
HUD is publishing this revised notice to reflect updates to the
data collection activities performed by HUD Central, specifically
revisions to the ``Categories of Records in the system'' section. These
updates include the collection of additional Personally Identifiable
Information (PII) to support the processing of inquiries from program
participants and citizens. For Microsoft Dynamics, the ``Categories of
Records in the system'' section has been updated to include record
categories that were previously omitted from the published SORN. This
modification also updates contact information in the ``System
Manager(s)'' section to reflect recent personnel changes and revises
the
[[Page 17296]]
``Policies and Practices for Retention and Disposal for Records'' to
provide additional context and ensure the section reflects the most
current information.
Microsoft Dynamics has the ability to tie in artificial
intelligence (AI) features to support staff in managing and responding
to customer inquiries more efficiently. The AI features would use
existing case/service request information and the organization's
internal knowledge base to generate draft case summaries and suggested
email responses. All record categories will support resolving a
contact's issue by enabling AI to summarize cases, assign priority
levels, and generate draft email responses from internal knowledgebase
content, with all AI-produced drafts reviewed by staff before sending.
It is designed to reduce administrative burden, improve consistency in
communications, and help staff quickly identify relevant information
when resolving customer issues. The feature is intended to support
tasks and does not independently make determinations about individuals.
SYSTEM NAME AND NUMBER:
Customer Relationship Management (CRM) Systems, HUD/FPM-01.
SECURITY CLASSIFICATION:
Unclassified.
SYSTEM LOCATION:
The files are maintained at the following locations: Microsoft
Dynamics CRM-Microsoft AzureGov Virginia datacenter, 101 Herbert Drive,
Boydton, VA, 23917; HUD Central--HUD Salesforce General Support System
(GSS) in the Salesforce Government Cloud environment; One Stop Customer
Service--HUD Headquarters, 451 7th Street SW, Washington, DC 20410-
0001.
SYSTEM MANAGER(S):
Customer Relationship Management (Microsoft Dynamics), Office of
Field Policy and Management, Michael Lawyer, Director of Customer
Service, (317) 957-7318; HUD Indianapolis Field Office, 575 North
Pennsylvania St., RM 665, Indianapolis, IN 46204.
HUD Central, Federal Housing Administration, Walter Ouzts, System
Manager, (202) 402-2286; HUD Headquarters, 451 7th Street SW,
Washington, DC 20410-0001.
One Stop Customer Service, Office of Public and Indian Housing
(PIH), Shylon Ferry, Deputy Assistant Secretary, (202) 402-2654; HUD
Headquarters, 451 7th Street SW, Washington, DC 20410-0001.
AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
Section 2 of The Department of Housing and Urban Development Act of
1965, 42 U.S.C. 3531, Executive Order 12160 and the Housing and
Community Development Act of 1974, Public Law 93-383; Executive Order
14058; Executive Order 13571; Executive Order 12862.
PURPOSE(S) OF THE SYSTEM:
The purpose of these systems is to manage, track, route, and
respond to interactions the Department has with the public,
stakeholders, partners, and other organizations interested in how HUD
does business, such as advocacy groups, professional organizations,
Congress, and the media.
CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
Individuals, public stakeholders, partners, and individuals acting
on behalf of, or affiliated with, other organizations interested in how
HUD does business.
CATEGORIES OF RECORDS IN THE SYSTEM:
Microsoft Dynamics CRM collects name, phone number, secondary phone
number(s), email address(es), secondary email address(es), home/work
address(es), client type, client's company (if they are associated with
HUD grantees or with external stakeholder entities), and service
request categorization, which includes primary and sub-category, along
with case modifiers such as disabled, elderly, or veteran.
HUD Central collects full name, email address(es), phone number(s),
fax number, user ID(s), taxpayer ID, home/work address(es),
investigation report or database IP/MAC address, case number(s),
property zip code(s), and speech-to-text.
One Stop Customer Service collects name, phone number(s), secondary
phone number, email address(es), secondary email address(es), home
address, and account number.
RECORD SOURCE CATEGORIES:
Members of the public for all three systems.
ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES
OF USERS AND PURPOSES OF SUCH USES:
(1) To public and private counseling agencies; building
associations; developers; financial institutions holding HUD-insured
mortgages; Federal, State and local government offices; Consumer
Protection agencies; Public Housing Agencies; and State and local real
estate and planning Commissions for the purpose of assisting in the
resolution of a complaint.
(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 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.
(4) 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.
(5) 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.
(6) To contractors, experts and consultants with whom HUD has a
contract, service agreement, assignment or other agreement with the
Department, when necessary to utilize relevant data for the purpose of
testing new technology and systems designed to enhance program
operations and performance.
(7) To appropriate agencies, entities, and persons when (1) HUD
suspects or has confirmed that there has been a breach 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, HUD
[[Page 17297]]
(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 HUD's efforts to respond to the suspected or
confirmed breach or to prevent, minimize, or remedy such harm.
(8) 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
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.
(9) 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.
(10) 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.
(11) 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.
POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
Individual records for all three systems can be retrieved by name,
phone number(s), or home/work email address(es).
POLICIES AND PRACTICES FOR RENTENTION AND DISPOSAL OF RECORDS:
Public Customer Service records the system's disposition
instructions: Automated records are maintained for five years.
Complaints pending response will remain open and active until the final
response is sent. Dispose of in accordance with the approved
disposition instructions for the related subject individual's records,
or five years after the disclosure for which the accountability was
made, whichever is later. Obsolete records will be disposed of in
accordance with the General Records Schedule (GRS) Schedule 4.2 Item 50
(NC1-64-77-1 item 27).
ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS:
The systems can only be accessed through HUD's Office 365
environment, using all the security safeguards the Department uses for
its current operating system. Users must have a HUD authorized account,
which HUD authorizes with employment and deactivates once the employee
leaves the Department. Customer Relationship Management data is
available to employees on a need-to-know basis, and systems use role-
based security to restrict access to this data. Access to data is
granted by an Administrative Security Officer through the Department's
secure application access system. Role-based security limits the amount
of accessible data to only that permissible by the security role.
Dynamics 365 CRM will limit future AI capabilities to summarize a
contact's case history, assigning priority or triage levels based on
the urgency of the issue, and generating draft email responses drawn
from internal knowledgebase content. All AI-generated outputs,
including email drafts, will require human review before being sent.
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:
None.
HISTORY:
Docket No. FR-7092-N-39, 89 FR 86352, October 30, 2024.
Shalanda Capehart,
Acting Chief Privacy Officer, Office of Administration.
[FR Doc. 2026-06609 Filed 4-3-26; 8:45 am]
BILLING CODE 4210-67-P
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