Privacy Act of 1974; System of Records

Issuing agencies

Abstract

The United States Postal Service (USPS) is proposing to create one Customer Privacy Act Systems of Records, USPS 830.100, Customer Call Center. The creation of this System of Records will centralize USPS' call center operations to support enhanced agent analytics and facilitate improved customer service operations.

Full Text

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<title>Federal Register, Volume 91 Issue 200 (Monday, October 19, 2026)</title>
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[Federal Register Volume 91, Number 200 (Monday, October 19, 2026)]
[Notices]
[Pages 66174-66176]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2026-21265]


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POSTAL SERVICE


Privacy Act of 1974; System of Records

AGENCY: Postal Service.

ACTION: Notice of creation of new system of records.

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SUMMARY: The United States Postal Service (USPS) is proposing to create 
one Customer Privacy Act Systems of Records, USPS 830.100, Customer 
Call Center. The creation of this System of Records will centralize 
USPS' call center operations to support enhanced agent analytics and 
facilitate improved customer service operations.

DATES: These revisions will become effective without further notice on 
November 18, 2026, unless, in response to comments received on or 
before that date result in a contrary determination.

ADDRESSES: Comments may be submitted via email to the Privacy and 
Records Management Office, United States Postal Service Headquarters 
(<a href="/cdn-cgi/l/email-protection#592c2a292a292b302f383a203f3c3d2b3c3e37362d303a3c192c2a292a773e362f"><span class="__cf_email__" data-cfemail="790c0a090a090b100f181a001f1c1d0b1c1e17160d101a1c390c0a090a571e160f">[email&#160;protected]</span></a>). Arrangements to view copies of any 
written comments received, to facilitate public inspection, will be 
made upon request.

FOR FURTHER INFORMATION CONTACT: Janine Castorina, Chief Privacy and 
Records Management Officer, Privacy and Records Management Office, 202-
268-2000 or <a href="/cdn-cgi/l/email-protection#97e2e4e7e4e7e5fee1f6f4eef1f2f3e5f2f0f9f8e3fef4f2d7e2e4e7e4b9f0f8e1"><span class="__cf_email__" data-cfemail="9aefe9eae9eae8f3ecfbf9e3fcfffee8fffdf4f5eef3f9ffdaefe9eae9b4fdf5ec">[email&#160;protected]</span></a>.

SUPPLEMENTARY INFORMATION: This notice is in accordance with the 
Privacy Act requirement that agencies publish their systems of records 
in the Federal Register when there is a revision, change, or addition, 
or when the agency establishes a new system of records. The Postal 
Service is proposing to create one new system of records (SOR).

I. Background

    This notice is in accordance with the Privacy Act requirement that 
agencies

[[Page 66175]]

publish their systems of records in the Federal Register when there is 
a revision, change, or addition, or when the agency establishes a new 
system of records.

II. Rationale for Changes to USPS Privacy Act Systems of Records

    The United States Postal Service works tirelessly to bind the 
nation together, reaching every address and providing numerous 
locations to interact with the public. Given the scale of this 
presence, the Postal Service requires significant infrastructure to 
handle customer service issues that may arise from both its public 
interactions as well as those impacting Postal Service employees.
    To that end, the Postal Service utilizes enhanced call center 
processes and analytics to ensure efficient, prompt, reliable resources 
to assist customers at every touchpoint. These analytics and processes 
provide a platform for documenting customer service matters, which can 
then be used to further train Postal Service customer service agents, 
creating a continuous improvement process to better serve the American 
public.
    To support this process, the Postal Service will create this SOR to 
formalize call center operations and provide a means for integrating 
new and existing features to the call center ecosystem to better serve 
the American people.

III. Description of the Modified Systems of Records

    Pursuant to 5 U.S.C. 552a(e)(11), interested persons are invited to 
submit written data, views, or arguments on this proposal. A report of 
the proposed revisions to this SOR has been sent to Congress and to the 
Office of Management and Budget for their evaluations. The Postal 
Service does not expect that this modified system of records will have 
any adverse effect on individual privacy rights. Accordingly, for the 
reasons stated above, the Postal Service proposes revisions included in 
this system of records presented in its entirety as follows:
SYSTEM NAME AND NUMBER:
    USPS 830.100, Customer Call Center.

SECURITY CLASSIFICATION:
    None.

SYSTEM LOCATION:
    USPS Customer Experience, Headquarters and Headquarters Field 
Units; Integrated Business Solutions Services Centers; the National 
Customer Support Center (NCSC); districts, Post Offices, contractor 
sites; and detached mailing units at customer sites.

SYSTEM MANAGER(S) AND ADDRESS:
    Chief Customer and Marketing Officer and Executive Vice President, 
United States Postal Service, 475 L'Enfant Plaza SW, Washington, DC 
20260.
    Chief Information Officer and Executive Vice President, United 
States Postal Service, 475 L'Enfant Plaza SW, Washington, DC 20260.

AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
    39 U.S.C. 401, 403, and 404.

PURPOSE(S) OF THE SYSTEM:
    1. To improve efficiency in the customer service process by 
providing coaching opportunities based on call center metric data.
    2. To provide performance-related data based on call center metric 
data.
    3. To handle customer service inquiries, complaints, and other 
inbound matters handled by USPS.
    4. To provide a dashboard to supervisors to monitor call center 
activity and call center agent performance and to provide upskilling 
and performance improvement opportunities.
    5. To utilize Artificial Intelligence to support call center 
operations and provide customer support, and to evaluate customer 
interactions to perform Quality Assurance audits to ensure sufficient 
and accurate levels of customer service delivery.
    6. To query related customer service systems to identify possible 
customer issues to provide proactive support.
    7. To provide retail post office customers the ability to 
communicate with USPS through web-based phone and text functionality.

CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
    Individuals who call into a USPS customer service location, USPS 
call center employees and agents.

CATEGORIES OF RECORDS IN THE SYSTEM:
    1. Employee and Agent records: Information relating to Call Center 
Employees and Agents, including: Name, Social Security Number, Employee 
Identification Number, ACE ID, phone number(s), work contact 
information, duty location, call center location.
    2. Customer Call Center Customer records: Information relating to 
data submitted by customers related to their call, including: USPS 
Employee or Contractor Name, Work Address, Work Phone, Work Email 
Address, USPS Employee ID Number (EIN), USPS Employee Title, ACE ID, 
Finance Number, Personal Email Address, Customer Name, Customer 
Address, Customer Phone, Customer Email Address, Facility Name, 
Facility Address, Facility Information (Area, District, Finance 
Number), Business Partner or Supplier Name, Business or Supplier 
Address, Phone, Email Address, Business Customer Name, Business 
Customer Address, Business Customer Phone, Business Customer Email 
Address, Tax Identification Number, Truncated Credit Card Number, 
Inbound Call Center volume, Customer Social Media Information, Security 
Questions and Answers.
    3. IT Service Desk Customer records: USPS Employee or Contractor 
Name, Address, Work Phone, Work Email Address, Employee ID Number 
(EIN), USPS Employee Title, ACE ID, Finance Number, Occupation Code, 
Facility Name, Facility Address, Facility Phone, Facility Email Address 
or Distribution List, Facility Database ID, Facility Information 
Facility Photographs, IP Address, Publicly Available USPS Documents, 
Other Account Number, Building Layouts, Business Partner or Supplier 
Name, Business or Supplier Address, Business or Supplier Phone, 
Business or Supplier Email Address, Publicly Available Information from 
Business Partners, USPS Account Number, Individual Photographs, 
Customer IP Address, Information compiled for law enforcement purposes, 
Communications Protected by Legal Privileges, Call volume.
    4. Employee Support Call Center records: USPS Employee, Contractor, 
or Applicant Name, Address, USPS Employee ID Number (EIN), Finance 
Number, Occupation Code, USPS Personnel Records, Personal Email 
Address, Birth Date, Age, Gender, Race/National Origin, Marital Status, 
Partial or Full Social Security Number, Bank Routing and Account 
Numbers, Employee Medical Information, Change of Address, Occupation or 
Employee Title, Job Description, USPS Applicant Information.
    5. Call Center Reporting Records: Agent name, Voice Alerting 
Number, Callback Interacting Number, Callback Waiting Number, Message 
Interacting Number, Message Waiting Number, Email Interacting Number, 
Email Waiting Number, Waiting Number, Interacting Number, Alerting 
Number, Connected Number, Outbound Number, Outbound Attempted Number, 
Outbound Connected Number, Agents Alerting Number, Agents Interacting 
Number, Agents Waiting Number, Busy Agents Number, Voice Interacting 
Number, Voice Waiting Number.
    6. Web-based retail phone records: Records relating to retail-
customer initiated talk and text inquiries,

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questions, and services including: Caller name, caller phone, text 
message contents, transcribed voicemails, call logs, MMS Media, SMS 
Media, and customer email address.

RECORD SOURCE CATEGORIES:
    Employees; employees' supervisor or manager; customers; and other 
systems of records.

ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES 
OF USERS AND THE PURPOSES OF SUCH USES:
    Standard routine uses 1. through 11. apply.

POLICIES AND PRACTICES FOR STORAGE OF RECORDS:
    Automated database, computer storage media, digital files, and 
paper files.

POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
    Customer Call Center records are retrieved by Interaction ID.
    Web-based retail phone records are retrieved by phone number and 
name.

POLICIES AND PRACTICES FOR RETENTION AND DISPOSAL OF RECORDS:
    1. Customer Call Center records are retained for 6 months.
    2. Web-based retail phone records are retained for 10 years.
    Records existing on paper are destroyed by burning, pulping, or 
shredding. Records existing on computer storage media are destroyed 
according to the applicable USPS media sanitization practice.

ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS:
    Paper records, computers, and computer storage media are located in 
controlled-access areas under supervision of program personnel. Access 
to these areas is limited to authorized personnel, who must be 
identified with a badge.
    Access to records is limited to individuals whose official duties 
require such access. Contractors and licensees are subject to contract 
controls and unannounced on-site audits and inspections.
    Computers are protected by mechanical locks, card key systems, or 
other physical access control methods.
    The use of computer systems is regulated with installed security 
software, computer logon identifications, and operating system controls 
including access controls, terminal and transaction logging, and file 
management software.

RECORD ACCESS PROCEDURES:
    Requests for access must be made in accordance with the 
Notification Procedure below and USPS Privacy Act regulations regarding 
access to records and verification of identity under 39 CFR 266.5.

CONTESTING RECORD PROCEDURES:
    See Notification Procedures below and Record Access Procedures 
above.

NOTIFICATION PROCEDURES:
    Customers wanting to know if information about them is maintained 
in this system of records must address inquiries to the system manager 
in writing. Inquiries should include name, address, and other 
identifying information.

EXEMPTIONS PROMULGATED FOR THE SYSTEM: None.
HISTORY:
    None.

Daria Schildkraut,
Attorney, Ethics and Legal Compliance.
[FR Doc. 2026-21265 Filed 10-16-26; 8:45 am]
BILLING CODE 7710-12-P


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