[Federal Register Volume 83, Number 238 (Wednesday, December 12, 2018)]
[Notices]
[Pages 63912-63914]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2018-26868]


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POSTAL SERVICE


Privacy Act of 1974; System of Records

AGENCY: Postal ServiceTM.

ACTION: Notice of a modified system of records.

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SUMMARY: In accordance with the Privacy Act of 1974, the United States 
Postal Service[supreg] (Postal Service) is revising the notice for 
Privacy Act System of Records USPS 830.000, Customer Service and 
Correspondence.

DATES: These revisions will become effective without further notice on 
January 11, 2019 unless comments received on or before that date result 
in a contrary determination.

ADDRESSES: Comments may be mailed or delivered to the Privacy and 
Records Management Office, United States Postal Service, 475 L'Enfant 
Plaza SW, Room 1P830, Washington, DC 20260-1101. Copies of all written 
comments will be available at this address for public inspection and 
photocopying between 8 a.m. and 4 p.m., Monday through Friday.

FOR FURTHER INFORMATION CONTACT: Janine Castorina, Chief Privacy and 
Records Management Officer, Privacy and Records Management Office, 202-
268-3069 or [email protected].

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. As detailed 
below, the Postal ServiceTM has determined that USPS 
830.000, Customer Service and Correspondence should be revised to 
modify Purpose(s), Retention and Disposal, and System Manager(s) and 
Address. These changes are being made to:
    a. Support the new Address Matching Database, which will be used to 
identify, prevent and mitigate fraudulent activity within the Change of 
Address and Hold Mail processes.
    b. Support the Operation Santa program, a long-standing program 
that collects the thousands of letters to Santa the USPS receives each 
year and allows customers to collect and fulfill gift requests for 
underprivileged children.
    The new Address Matching Database is being implemented to identify, 
prevent and mitigate fraudulent activity within the Change of Address 
and Hold Mail processes. Postal Service is establishing a dataflow 
between existing customer systems and the Address Matching Database. 
This dataflow will allow the Address Matching Database to: Confirm if 
there is an address match when a new Hold Mail request is submitted; 
confirm the presence of a Change of Address request when a Hold Mail 
request is submitted during a 30

[[Page 63913]]

day time frame; and confirm the presence of a Hold Mail request when a 
Change of Address request is submitted during a 30 day time frame. The 
Address Matching Database will also send confirmation notifications to 
customers who submit a Hold Mail request.
    Operation Santa is a long-standing program that collects the 
thousands of letters to Santa the Postal Service receives each year and 
allows customers to collect and fulfill gift requests for 
underprivileged children. In 2017 USPS digitalized the program in a 
Pilot test out of the Farley, NY building to continue to protect 
children's PII while allowing more letters to be adopted. In 2018 the 
Pilot program will be expanded to 7 markets while performing a volume 
test in hopes of expanding the program nationally in the coming years. 
The Letters from Santa program also adds to the excitement of Christmas 
and is ideal for interesting youngsters in letter writing, stamps and 
penmanship.
    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 has been sent to Congress and to the Office of 
Management and Budget for their evaluations. The Postal Service does 
not expect these amended systems of records to have any adverse effect 
on individual privacy rights. The notice for USPS 830.000, Customer 
Service and Correspondence, provided below in its entirety, is as 
follows:

SYSTEM NAME AND NUMBER:
    USPS 830.000, Customer Service and Correspondence.

SYSTEM CLASSIFICATION:
    None.

SYSTEM LOCATION:
    USPS Consumer and Industry Affairs, Headquarters; 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):
    Chief Customer and Marketing Officer and Executive Vice President, 
United States Postal Service, 475 L'Enfant Plaza SW, Washington, DC 
20260-5005; (202) 268-7536.

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

PURPOSE(S) OF THE SYSTEM:
    1. To enable review and response services for customer inquiries 
and concerns regarding USPS and its products and services.
    2. To ensure that customer accounts and needs are attended to in a 
timely manner.
    3. To enhance the customer experience by improving the security of 
Change of Address (COA) and Hold Mail processes.
    4. To protect USPS customers from becoming potential victims of 
mail fraud and identity theft.
    5. To identify and mitigate potential fraud in the COA and Hold 
Mail processes.
    6. To verify a customer's identity when applying for COA and Hold 
Mail services.
    7. To support (or facilitate) the administration of Operation 
Santa, Letters to Santa, or similar programs.

CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
    This system contains records relating to customers who contact 
customer service by online and offline channels. This includes 
customers making inquiries via email, 1-800-ASK-USPS, other toll-free 
contact centers, or the Business Service Network (BSN), as well as 
customers with product-specific service or support issues.

CATEGORIES OF RECORDS IN THE SYSTEM:
    1. Customer information: Customer and key contact name, mail and 
email address, phone and/or fax number; customer ID(s); title, role, 
and employment status; company name, location, type and URL; vendor 
and/or contractor information.
    2. Identity verification information: Last four digits of Social 
Security Number (SSN), username and/or password, D-U-N-S Number, mailer 
ID number, publisher ID number, security level and clearances, and 
business customer number.
    3. Product and/or service use information: Product and/or service 
type, product numbers, technology specifications, quantity ordered, 
logon and product use dates and times, case number, pickup number, 
article number, and ticket number.
    4. Payment information: Credit and/or debit card number, type, and 
expiration date; billing information; checks, money orders, or other 
payment method.
    5. Customer preferences: Drop ship sites and media preference.
    6. Service inquiries and correspondence: Contact history; nature of 
inquiry, dates and times, comments, status, resolution, and USPS 
personnel involved.

RECORD SOURCE CATEGORIES:
    Customers and, for call center operations, commercially available 
sources of names, addresses, and telephone numbers.

ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES 
OF USERS AND PURPOSES OF SUCH USES:
    Standard routine uses 1. through 7., 10., and 11. apply.

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

POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
    By customer name, customer ID(s), mail or email address, phone 
number, customer account number, case number, article number, pickup 
number, and last four digits of SSN, ZIP Code, or other customer 
identifier.

POLICIES AND PRACTICES FOR RETENTION AND DISPOSAL OF RECORDS:
    1. Customer care records for usps.com products are retained 90 
days.
    2. Records related to 1-800-ASK-USPS, Delivery Confirmation 
service, Special Services, and international call centers are retained 
1 year.
    3. Customer complaint letters are retained 6 months and automated 
complaint records are retained 3 years.
    4. Business Service Network records are retained 5 years.
    5. Records related to Operation Santa, Letters to Santa, or similar 
programs are retained 6 months after the new calendar year.
    6. Other records are retained 2 years after resolution of the 
inquiry.
    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

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controls including access controls, terminal and transaction logging, 
and file management software. Online data transmissions are protected 
by encryption.

RECORD ACCESS PROCEDURES:
    Requests for access must be made in accordance with the 
Notification Procedure above and USPS Privacy Act regulations regarding 
access to records and verification of identity under 39 CFR 266.6.

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

NOTIFICATION PROCEDURE:
    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:
    June 27, 2012, 77 FR 38342; April 29, 2005, 70 FR 22516.

Ruth Stevenson,
Attorney, Federal Compliance.
[FR Doc. 2018-26868 Filed 12-11-18; 8:45 am]
BILLING CODE 7710-12-P