[Federal Register Volume 88, Number 101 (Thursday, May 25, 2023)]
[Notices]
[Pages 33944-33948]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-11112]


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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: The United States Postal ServiceTM 
(USPSTM) is proposing to revise one General and one Customer 
Privacy Act Systems of Records. These updates are being made to support 
an initiative to promote individual and team efficiency and 
productivity through competition and the use of analytics.

DATES: These revisions will become effective without further notice on 
June 26, 2023, unless 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 
([email protected]). 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 at 
[email protected] or 202-268-2000.

SUPPLEMENTARY INFORMATION: 

I. Background

    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 modify the following SORs to 
support competition-based performance analysis to support productivity 
and team collaboration:

 USPS SOR 100.200 Employee Performance Records
 USPS SOR 830.000 Customer Service and Correspondence

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

    The Postal Service continuously seeks to improve its efficiency and 
improve productivity. To that end, the Postal Service seeks to 
implement a customer relationship management software application that 
takes existing sales employee data, customer metrics, and employee goal 
data, and creates a dashboard to improve accountability and promote 
friendly competition amongst team members. This application will allow 
managers to set metrics and establish targeted goals, then allow 
employees to view their status on those goals.
    To support the implementation of this application, the Postal 
Service will revise two Systems of Records to reflect this initiative.
    USPS 100.200 Employee Performance Records will be revised to 
reflect the performance tracking and metric capabilities of the new 
application. USPS 100.200 will be modified as follows:

--Two new purposes, 5 and 6
--Two new Categories of Records, 4 and 5

    USPS 830.000 will be revised to reflect the integration with 
existing workplace and Customer Relationship Management data. USPS 
830.000 will be modified as follows:

--System Location has been revised to reflect updated organization name
--Three new purposes, 8 through 10
--Additions to Categories of Individuals to reflect the new collection 
points
--Two new Categories of Records, 7 and 8
--Record Source Categories has been modified to reflect the new method 
of data collection
--Policies of Practices for Retrieval of Records has been updated to 
reflect the new methods of retrievability
--Policies And Practices For Retention And Disposal Of Records has been

[[Page 33945]]

updated to reflect retention times for the new data.

III. Description of the Modified System 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 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 notices for USPS 100.200 Employee 
Performance Records and USPS SOR 830.000 Customer Service and 
Correspondence are provided below in their entirety:

SYSTEM NAME AND NUMBER:
    USPS 100.200 Employee Performance Records.

SECURITY CLASSIFICATION:
    None.

SYSTEM LOCATION:
    USPS facilities where employee performance is evaluated or 
measured.

SYSTEM MANAGER(S):
    Vice President, Human Resources, United States Postal Service, 475 
L'Enfant Plaza SW, Washington, DC 20260.
    Vice President, Government Relations and Public Policy, United 
States Postal Service, 475 L'Enfant Plaza SW, Washington, DC 20260.

AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
    39 U.S.C. 401, 410, 1001, 1005, and 1206.

PURPOSE(S) OF THE SYSTEM:
    1. To provide managers and supervisors with decision making 
information for training needs, promotion, assignment considerations, 
or other job-related actions.
    2. To administer achievement award programs and pay for 
performance.
    3. To improve relations and communication between managers and 
employees by soliciting employee feedback, and to improve management 
and supervisor leadership skills.
    4. To document USPS Business interactions and meetings for 
historical purposes.
    5. To track employee performance and productivity through dashboard 
metrics and analysis.
    6. To set and track employee goals relating to Customer 
Relationship Management Software metrics.

CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
    Current and former USPS employees, including supervisors and 
managers who are responsible for a work location.

CATEGORIES OF RECORDS IN THE SYSTEM:
    1. Employee information: Name, Social Security Number, Employee 
Identification Number, postal assignment information, work contact 
information, username, email address, finance number(s), duty location, 
and pay location.
    2. Employee performance information: Records related to individual 
performance evaluation; reports about supervisors and managers who are 
responsible for a work location; employee recognition; and safe driver 
awards.
    3. USPS Business information: Records maintained regarding an 
employee's use of record tracking system; records maintained regarding 
employee's participation and/or presence representing the USPS in 
meetings and discussions; information regarding USPS meetings, such as 
time, place, topics discussed, and attendees.
    4. Employee scorecard analysis: Scorecard Metrics, Scorecard 
Activity Score, Scorecard Objective Score, Scorecard Smart Target, 
Scorecard Target, Leaderboard Standings, Competition Name, Competition 
Results, Formula Metrics, Formula Builder Metrics, Accolade 
Achievements, Goal Name, Goal Description, Goal Category, Goal 
Visibility, Goal Owner, Goal Category, Workflow Name, Workflow 
Description, Workflow Hierarchy Level, Workflow Time Group, Competitor 
Name, Competitor Rank, Competitor Score, Competitor Selection, Group 
Name, Workflow Metric, Workflow Message, Workflow Image, Workflow 
Entities, Workflow Action, Workflow Status, Workflow Rank, Workflow 
Operator, Workflow Value, Workflow Schedule, Workflow Creator, Accolade 
Name.
    5. Customer Relationship Management Software Metrics: Opportunity 
ID, Approval Status, Stage Name, Sales Area, Sales District, Sales 
Title, Opportunity Owner, Owner Alias, Created Date, Current Stage 
Entry Date, Opportunity Name, Actual Start Date, Opportunistic 
Strategy, Product Group, Product Category, Account, Expected State, 
Lead Source, Lead Source Type, Created By, Amount Year-to-date, User 
Area, User District, Amount, Account Name, Opportunity Name, Lead 
Source Category, Age of Opportunity, Company Overview, Business Need, 
Solution, Results, Point of Entry Area, Point of Entry City State, 
Alias, Full Name, Title, Year-to-date Revenue, Tear-to-date Target, 
Over/Under Target, Percentage Over/Under Target, Year-to-date Supply, 
Over/Under Year-to-date Supply, Percentage Over/Under Year-to-date 
Supply, Current Quarter to Date Sales Revenue, Current Entire Quarter 
Target, Remain to Quarter Target, Percentage Over/Under Quarter Target, 
EAS Level, Number Closed Sales Pending Sales Representative Submission, 
Number Closed Sales Pending Management Approval, Update Status Message, 
Company ID, User ID, Service, Action, Service Access ID, Service 
Response, Account Street, Account City, Account State, Account ZIP 
Code, Region, Report District, Number of Sales, Dollar Amount, Report 
Area, Report Title, Registration Match, Product Category, Actual 
Mailing, Actual Shipping, Actual Total, Interaction Type, Number of 
Calls, Average Talk Time, Longest Call, Resource Name, Rowlev, 
Interaction ID, Start Time, End Time, Representative, Call Info, 
Technical Result, Incoming Phone Number, Sort, Call Type, Start Est, 
End Est, Status, Result Reason, Talk Time, Est Logout, Est Playback 
Duration, Customer Relationship Software Link, Priority Mail Number of 
Sales, Priority Mail Dollar Amount, Parcel/Package Number of Sales, 
Parcel/Packages Dollar Amount, First Class Mail Number of Sales, First 
Class Mail Dollar Amount, Closed Sales Area, Closed Sales District, 
Pricing Category, Contract Status, New Sale, Opportunity Record Type, 
VP Group, Lead Owner, Days Since Lead was Created, Lead ID Link, Days 
Owned, Lead Age, Lead Contact, Region/Team, Total Phone Calls, Total 
In-Person Visits, Total Video Conferences with Customer, Total Emails, 
Number of Active Reps with Activity, Average Phone Calls Per Rep, 
Average In-Person Visits Per Rep, Average Video Conferences with 
Customer, Average Emails Per Rep, Assigned to Area, Assigned to 
District, Type 2, Task/Event Record, Related To, Subject, Priority, 
Task, Assignee, Assigned Alias, Description, Seller's Name, Virtual 
Meetings, Appointment Scheduled Last 14 Days, Appointments Scheduled 
Next 14 Days, Appointments Kept, Stalled Opportunities, Funnel Health, 
Stage 4 Opportunity Review, Stage 5 Opportunities Not Submitted, 
Directed Activities Review, Coachable Moments, Action Items.

RECORD SOURCE CATEGORIES:
    Employees and employees' supervisor or manager.

[[Page 33946]]

ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES 
OF USERS AND PURPOSES OF SUCH USES:
    Standard routine uses 1. through 9. apply. In addition:
    a. When records about the receipt of an award by an employee, 
including driver safety records, are of news interest and consistent 
with the public's right to know, the records may be disclosed to the 
news media or the National Safety Council.

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

POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
    By employee name, email address, username, Social Security Number, 
Employee Identification Number, or duty or pay location.

POLICIES AND PRACTICES FOR RETENTION AND DISPOSAL OF RECORDS:
    1. Pay for performance evaluation records are retained 5 years. 
Individual performance evaluations are retained 5 years or until 
separation of the employee, whichever comes first.
    2. Incentive award records are retained 7 years. Length of service 
award records are retained 1 year. Non-USPS awards are retained 2 
years. Letters of commendation and appreciation (excluding permanent 
copies filed in the OPF or eOPF) are retained 2 years.
    3. Employee survey records are retained 5 years.
    4. Safe Driver Award records are retained 2 years from date of 
separation, expiration of license, rescission of authorization, 
transfer of driver into a nondriving status, or other transfer, 
whichever comes first.
    5. Active employee data is retained until the employee no longer is 
active or has access to the tracking system; USPS business information 
which may contain employee names is retained indefinitely for 
historical purposes.
    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 above and USPS Privacy Act regulations regarding 
access to records and verification of identity under 39 CFR 266.5.

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

NOTIFICATION PROCEDURES:
    Individuals wanting to know if information about them is maintained 
in this system must address inquiries to the facility head where 
currently or last employed. Headquarters employees must submit 
inquiries to Human Resources or Government Relations and Public Policy, 
475 L'Enfant Plaza SW, Washington, DC 20260.
    Inquiries must include full name, Social Security Number or 
Employee Identification Number, name and address of facility where last 
employed, and dates of USPS employment.

EXEMPTIONS PROMULGATED FOR THE SYSTEM:
    None.

HISTORY:
    June 17, 2011, 76 FR 35483; April 29, 2005, 70 FR 22516.

SYSTEM NAME AND NUMBER:
    830.000 Customer Service and Correspondence

SECURITY CLASSIFICATION:
    None.

SYSTEM LOCATION:
    USPS Customer Experience, 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.

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.
    8. To track employee performance and productivity through dashboard 
metrics and analysis.
    9. To set and track employee goals relating to Customer 
Relationship Management Software metrics
    10. To create competitions to encourage productivity and promote 
team effectiveness.

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-ASKUSPS, other toll-free 
contact centers, or the Business Service Network (BSN), as well as 
customers with product-specific service or support issues.
    This system also contains records relating to employees who utilize 
the dashboard analysis and productivity application.

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, DU-N-S Number, mailer 
ID number, publisher ID number, security level and clearances, and 
business customer number.

[[Page 33947]]

    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.
    7. Employee scorecard analysis: Scorecard Metrics, Scorecard 
Activity Score, Scorecard Objective Score, Scorecard Smart Target, 
Scorecard Target, Leaderboard Standings, Competition Name, Competition 
Results, Formula Metrics, Formula Builder Metrics, Accolade 
Achievements, Goal Name, Goal Description, Goal Category, Goal 
Visibility, Goal Owner, Goal Category, Workflow Name, Workflow 
Description, Workflow Hierarchy Level, Workflow Time Group, Competitor 
Name, Competitor Rank, Competitor Score, Competitor Selection, Group 
Name, Workflow Metric, Workflow Message, Workflow Image, Workflow 
Entities, Workflow Action, Workflow Status, Workflow Rank, Workflow 
Operator, Workflow Value, Workflow Schedule, Workflow Creator, Accolade 
Name.
    8. Customer Relationship Management Software Metrics: Opportunity 
ID, Approval Status, Stage Name, Sales Area, Sales District, Sales 
Title, Opportunity Owner, Owner Alias, Created Date, Current Stage 
Entry Date, Opportunity Name, Actual Start Date, Opportunistic 
Strategy, Product Group, Product Category, Account, Expected State, 
Lead Source, Lead Source Type, Created By, Amount Year-to-date, User 
Area, User District, Amount, Account Name, Opportunity Name, Lead 
Source Category, Age of Opportunity, Company Overview, Business Need, 
Solution, Results, Point of Entry Area, Point of Entry City State, 
Alias, Full Name, Title, Year-to-date Revenue, Tear-to-date Target, 
Over/Under Target, Percentage Over/Under Target, Year-to-date Supply, 
Over/Under Year-to-date Supply, Percentage Over/Under Year-to-date 
Supply, Current Quarter to Date Sales Revenue, Current Entire Quarter 
Target, Remain to Quarter Target, Percentage Over/Under Quarter Target, 
EAS Level, Number Closed Sales Pending Sales Representative Submission, 
Number Closed Sales Pending Management Approval, Update Status Message, 
Company ID, User ID, Service, Action, Service Access ID, Service 
Response, Account Street, Account City, Account State, Account ZIP 
Code, Region, Report District, Number of Sales, Dollar Amount, Report 
Area, Report Title, Registration Match, Product Category, Actual 
Mailing, Actual Shipping, Actual Total, Interaction Type, Number of 
Calls, Average Talk Time, Longest Call, Resource Name, Rowlev, 
Interaction ID, Start Time, End Time, Representative, Call Info, 
Technical Result, Incoming Phone Number, Sort, Call Type, Start Est, 
End Est, Status, Result Reason, Talk Time, Est Logout, Est Playback 
Duration, Customer Relationship Software Link, Priority Mail Number of 
Sales, Priority Mail Dollar Amount, Parcel/Package Number of Sales, 
Parcel/Packages Dollar Amount, First Class Mail Number of Sales, First 
Class Mail Dollar Amount, Closed Sales Area, Closed Sales District, 
Pricing Category, Contract Status, New Sale, Opportunity Record Type, 
VP Group, Lead Owner, Days Since Lead was Created, Lead ID Link, Days 
Owned, Lead Age, Lead Contact, Region/Team, Total Phone Calls, Total 
In-Person Visits, Total Video Conferences with Customer, Total Emails, 
Number of Active Reps with Activity, Average Phone Calls Per Rep, 
Average In-Person Visits Per Rep, Average Video Conferences with 
Customer, Average Emails Per Rep, Assigned to Area, Assigned to 
District, Type 2, Task/Event Record, Related To, Subject, Priority, 
Task, Assignee, Assigned Alias, Description, Seller's Name, Virtual 
Meetings, Appointment Scheduled Last 14 Days, Appointments Scheduled 
Next 14 Days, Appointments Kept, Stalled Opportunities, Funnel Health, 
Stage 4 Opportunity Review, Stage 5 Opportunities Not Submitted, 
Directed Activities Review, Coachable Moments, Action Items.

RECORD SOURCE CATEGORIES:
    For Customer Service and Correspondence: Customers and, for call 
center operations, commercially available sources of names, addresses, 
and telephone numbers.
    For Employee Dashboard Analysis: Customer Relationship Management 
Software.

ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES 
OF USERS AND THE 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 OF 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, last four digits of SSN, ZIP Code, other customer identifier, 
employee name, employee email.

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.
    7. Records relating to Dashboard Metric Analysis are retained for 1 
year.
    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. Online data transmissions are protected by encryption.

[[Page 33948]]

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 266.5.

CONTESTING RECORD PROCEDURES
    See Notification Procedure 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 FROM THIS SYSTEM:
    None.

HISTORY:
    December 12, 2018, 83 FR 63912; June 27, 2012, 77 FR 38342; April 
29, 2005, 70 FR 22516.

Tram T. Pham,
Attorney, Ethics and Legal Compliance.
[FR Doc. 2023-11112 Filed 5-24-23; 8:45 am]
BILLING CODE 7710-12-P