[Federal Register Volume 74, Number 55 (Tuesday, March 24, 2009)]
[Notices]
[Pages 12320-12321]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: E9-6279]


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DEPARTMENT OF DEFENSE

Office of the Secretary

[Docket ID: DOD-2009-OS-0046]


Privacy Act of 1974; Systems of Records

AGENCY: Defense Finance and Accounting Service, DoD.

ACTION: Notice to add a new System of Records.

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SUMMARY: The Defense Finance and Accounting Service (DFAS) proposes to 
add a new system of records notice to its inventory of record systems 
subject to the Privacy Act of 1974, (5 U.S.C. 552a), as amended.

DATES: This Action will be effective without further notice on April 
23, 2009 unless comments are received that would result in a contrary 
determination.

ADDRESSES: Send comments to the FOIA/PA Program Manager, Corporate 
Communications and Legislative Liaison, Defense Finance and Accounting 
Service, 8899 E. 56th Street, Indianapolis, IN 46249-0150.

FOR FURTHER INFORMATION CONTACT: Ms. Linda Krabbenhoft at (720) 242-
6631.

SUPPLEMENTARY INFORMATION: The Defense Finance and Accounting Service 
notices for systems of records subject to the Privacy Act of 1974 (5 
U.S.C. 552a), as amended, have been published in the Federal Register 
and are available from the address above.
    The proposed system report, as required by 5 U.S.C. 552a(r) of the 
Privacy Act of 1974, as amended, was submitted on March 16, 2009, to 
the House Committee on Government Reform, the Senate Committee on 
Governmental Affairs, and the Office of Management and Budget (OMB) 
pursuant to paragraph 4c of Appendix I to OMB Circular No. A-130, 
`Federal Agency Responsibilities for Maintaining Records about 
Individuals,' dated December 12, 2000, 65 FR 239.

    Dated: March 18, 2009.
Morgan E. Frazier,
Alternate OSD Federal Register Liaison Officer, Department of Defense.
T5040

System name:
    Call Recording Application Records.

System location:
    Defense Finance and Accounting Service, Cleveland, Anthony J. 
Celebrezze Federal Building (Room 1669), 1240 E. 9th Street, Cleveland, 
OH 44199-2055.

[[Page 12321]]

Categories of individuals covered by the system:
    Current or former military service members, dependents, ex-spouses, 
DoD civilian employees, and non-DoD civilians paid by DFAS.

Categories of records in the system:
    Audio and captured systems' screen records and their indices that 
will include, but not be limited to, verbatim recordings of 
conversations between the customers and DFAS' customer service 
representatives (CSR), name, SSN, home address, telephone number, 
payroll information, marital status, dependent information, tax status, 
allotment, garnishment, debt, or other payroll or personal information 
provided by the customer.

Authority for maintenance of the system:
    5 U.S.C. 301, Departmental Regulations; E.O. 12862 (Customer 
Service), E.O. 9397 (SSN).

Purpose(s):
    The Call Recording Application (CRA) will be used to record and 
index telephone conversations between customers and customer service 
representatives (CSRs) in DFAS' contact centers. It will also capture 
and index a sampling of the computer screens used by CSRs to answer 
inquiries. The inbound calls will be recorded in order to resolve 
misunderstandings or misperceptions made during the customer-CSR 
interaction. This system will also facilitate the process of monitoring 
and evaluating the recorded audio and computer screens used by CSRs in 
order to provide training, collect data in support of the CSRs' annual 
performance evaluation, and provide information used for business 
process improvements.

Routine uses of records maintained in the system, including categories 
of users and the purposes of such uses:
    In addition to those disclosures generally permitted under 5 U.S.C. 
552a(b) of the Privacy Act, these records or information contained 
therein may specifically be disclosed outside the DoD as a routine use 
pursuant to 5 U.S.C. 552a(b)(3) as follows:
    The `DoD Blanket Routine Uses' published at the beginning of the 
DFAS compilation of systems of records notices apply to this system.

Policies and practices for storing, retrieving, accessing, retaining, 
and disposing of records in the system:
Storage:
    Electronic storage media.

Retrievability:
    Social Security Number (SSN) and telephone number.

Safeguards:
    Records are maintained in a controlled facility. Physical entry is 
restricted by the use of locks, guards, and is accessible only to 
authorized personnel. Access to records is limited to person(s) 
responsible for servicing the record in performance of their official 
duties and who are properly screened and cleared for need-to-know. 
Access to computerized data is restricted by passwords, which are 
changed periodically.

Retention and disposal:
    Destroy when superseded, obsolete, or determined to be of no 
further value, whichever is sooner. Records are destroyed by shredding, 
burning, or degaussing.

System manager(s) and address:
    Defense Finance and Accounting Service, Information and Technology, 
Anthony J. Celebrezze Federal Building, 1240 E. 9th Street, Cleveland, 
OH 44199-2055.

Notification procedure:
    Individuals seeking to determine whether information about 
themselves is contained in this record system should address written 
inquiries to the Defense Finance and Accounting Service, Freedom of 
Information/Privacy Act Program Manager, Corporate Communications and 
Legislative Liaison, 8899 E. 56th Street, Indianapolis, IN 46249-0150.
    Individuals should furnish full name, Social Security Number (SSN), 
current address and telephone number.

Record access procedures:
    Individuals seeking access to information about themselves 
contained in this system should address written inquiries to Defense 
Finance and Accounting Service, Freedom of Information/Privacy Act 
Program Manager, Corporate Communications and Legislative Liaison, 8899 
E. 56th Street, Indianapolis, IN 46249-0150.
    Individuals should furnish full name, Social Security Number (SSN), 
current address and telephone number.

Contesting record procedures:
    The DFAS rules for accessing records, for contesting contents and 
appealing initial agency determinations are published in DFAS 
Regulation 5400.11-R; 32 CFR part 324; or may be obtained from Defense 
Finance and Accounting Service, Freedom of Information/Privacy Act 
Program Manager, Corporate Communications and Legislative Liaison, 8899 
E. 56th Street, Indianapolis, IN 46249-0150.

Record source categories:
    The individual concerned.

Exemptions claimed for the system:
    None.

[FR Doc. E9-6279 Filed 3-23-09; 8:45 am]
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