[Federal Register Volume 88, Number 132 (Wednesday, July 12, 2023)]
[Notices]
[Pages 44389-44392]
From the Federal Register Online via the Government Publishing Office [www.gpo.gov]
[FR Doc No: 2023-14789]


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DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT

[Docket No. FR-7077-N-10]


Privacy Act of 1974; System of Records

AGENCY: Office of Administration, HUD.

ACTION: Notice of a new 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) is 
issuing a public notice of its intent to create the Office of PIH 
Privacy Act system of records, One Stop Customer Service. One Stop 
Customer Service (OSCS) is a stand-alone service management 
application. It is used by Real Estate Assessment Center Public and 
Indian Housing (REAC-PIH) Technical Assistance Center (TAC) to document 
the following from callers: Inquiries, comments & complaints and 
Answers pertaining to HUD programs that are provided to the callers. 
The purpose of OSCS is to serve as a central location for documenting 
information provided to callers relative to their inquiries, comments & 
complaints.

DATES: Comments will be accepted on or before August 11, 2023. This 
proposed action will be effective on the date following the end of the 
comment

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period unless comments are received which result in a contrary 
determination.

ADDRESSES: You may submit comments, identified by docket number by one 
of the following methods:
    Federal e-Rulemaking Portal: http://www.regulations.gov. Follow the 
instructions provided on that site to submit comments electronically.
    Fax: 202-619-8365.
    Email: [email protected].
    Mail: Attention: Privacy Office; LaDonne White, Chief Privacy 
Officer; The Executive Secretariat; 451 Seventh 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 http://www.regulations.gov. including any 
personal information provided.
    Docket: For access to the docket to read background documents or 
comments received go to http://www.regulations.gov.

FOR FURTHER INFORMATION CONTACT: LaDonne White; 451 Seventh Street SW, 
Room 10139; Washington, DC 20410-0001; telephone number 202-708-3054 
(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: https://www.fcc.gov/consumers/guides/telecommunications-relay-service-trs.

SUPPLEMENTARY INFORMATION: The main objective of the TAC One Stop 
Customer Service (OSCS) Salesforce CRM (Customer Relationship 
Management) new System is to assist HUD in meeting its mission by 
providing improved customer accessibility to HUD-developed knowledge 
materials and support the REAC, specifically in the TAC processing of 
inbound inquiries regarding HUD Program Area products and services, 
federal regulations, business and program protocols, processes and 
procedures, technical questions, HUD Secured Systems access and 
security systems administration issues to support 400,000 internal and 
external users of HUD's Secure Systems applications.
    The TAC also receives questions from the public and provides 
reference and referral services to respond to requests for information, 
from Departmental stakeholders and business partners, including Public 
Housing Agencies, Tribally Designated Housing Entities, Public and 
Indian Housing residents/resident entities, Housing program 
participants, HUD staff and other Federal, state and local government 
officials and employees. Given the need of all Federal agencies to do 
more with scarce program funds, the TAC provides HUD with the 
capabilities needed for a customer-service oriented Multi Channel 
Contact Management Center and the pathway to insuring cost-effective, 
high-quality customer service support requirements into the future.

SYSTEM NAME AND NUMBER:
    One Stop Customer Service (OSCS). HUD-PIH 03.

SECURITY CLASSIFICATION:
    Unclassified.

SYSTEM LOCATION:
    The files are maintained at the following locations: Department of 
Housing and Urban Development, 451 Seventh Street SW, Washington, DC 
20410.

SYSTEM MANAGER(S):
    Office of Public and Indian Housing (PIH), Ashley Leia Sheriff, 
Deputy Assistant Secretary, Real Estate Assessment Center, 550 12th 
Street SW, Suite 100, Washington, DC 20410. 202-402-4162.

AUTHORITY FOR MAINTENANCE OF THE SYSTEM:
    Section 2 of The Department of Housing and Urban Development Act of 
1965, 42 U.S.C. 3531, which establishes the Department ``to encourage 
the solution of problems of housing [and] urban development . . . and 
to provide for full and appropriate consideration, at the national 
level, of the needs and interests of the Nation's communities and of 
the people who live and work in them.'' This system is also authorized 
by Executive Order 12160 and the Housing and Community Development Act 
of 1974, Public Law 93-383.

PURPOSES OF THE SYSTEM:
    The Department of Housing and Urban Development (HUD), Office of 
PIH maintains the ``One Stop Customer Service'' system of records. The 
purpose of OSCS is to serve as a central location for documenting 
information provided to callers relative to their inquiries, comments & 
complaints. Real Estate Assessment Center (REAC) Technical Assistance 
Center (TAC) business area is a multi-channel inquiry operation that 
supports HUD programs and activities under many Departmental offices, 
responding to approximately 150,000 inquiries annually from a broad 
range of internal and external HUD business partners and program 
participants. The TAC has been developed to be the Customer Service for 
REAC business areas, the primary customer-facing organization to 
program area business partners and participants in the offices of 
Multi-Family Housing and Public and Indian Housing (REAC-TAC) The 
information collected by OSCS assists is used for developing reports 
and trend analysis to ascertain the level of customer service provided 
to HUD clients.

CATEGORIES OF INDIVIDUALS COVERED BY THE SYSTEM:
    The TAC supports/serves the following types of Departmental 
business partners and general public individuals. Government (Local, 
state and federal entities), Public Housing Authority (Administrators, 
employees & residents), Real Property Owners (Multi-family Housing 
program participants), Other Real Estate Professionals (Appraisers, 
Investors, Real Estate CSRs, Property Inspectors) and Mortgage Banking 
Institutions.

CATEGORIES OF RECORDS IN THE SYSTEM:
    Records consist of the following information. Callers Full Name, 
Property or Home Address, Telephone & Fax Number (if available), Email 
Address, User ID.

RECORD SOURCE CATEGORIES:
    OSCS receives the data from HUD assisted housing residents, 
Independent Public Accountants, Contracted property inspectors for HUD 
assisted housing and Citizens through Phone, Webform, Email, Live Chat, 
Mail and Fax Communications.

ROUTINE USES OF RECORDS MAINTAINED IN THE SYSTEM, INCLUDING CATEGORIES 
OF USERS AND PURPOSES OF SUCH USES:
    (1) 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.
    (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 Federal agencies, non-Federal entities, their employees, and 
agents (including contractors, their agents or employees; employees or 
contractors of the agents or designated agents); or contractors, their 
employees or agents with whom HUD has a contract, service

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agreement, grant, cooperative agreement, or computer matching agreement 
for the purpose of: (1) detection, prevention, and recovery of improper 
payments; (2) detection and prevention of fraud, waste, and abuse in 
major Federal programs administered by a Federal agency or non-Federal 
entity; (3) detection of fraud, waste, and abuse by individuals in 
their operations and programs; (4) for the purpose of establishing or 
verifying the eligibility of, or continuing compliance with statutory 
and regulatory requirements by, applicants for, recipients or 
beneficiaries of, participants in, or providers of services with 
respect to, cash or in-kind assistance or payments under Federal 
benefits programs or recouping payments or delinquent debts under such 
Federal benefits programs. Records under this routine use may be 
disclosed only to the extent that the information shared is necessary 
and relevant to verify pre-award and prepayment requirements prior to 
the release of Federal funds or to prevent and recover improper 
payments for services rendered under programs of HUD or of those 
Federal agencies and non-Federal entities to which HUD provides 
information under this routine use.
    (4) 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. 
Contractors provided information under these routine use conditions are 
subject to Privacy Act requirements and disclosure limitations imposed 
on the Department. HUD staff and contractor personnel who handle the 
tiered production support for OSCS collect contact information so that 
they can process the exchange and if need be, escalate the issue within 
the support center to more specialized technicians.
    (5) To contractors, experts and consultants with whom HUD has a 
contract, service agreement, or other assignment of the Department, 
when necessary to utilize relevant data for the purpose of testing new 
technology and systems designed to enhance program operations and 
performance.
    (6) To appropriate agencies, entities, and persons when (1) HUD 
suspects or has confirmed that there has been a breached 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, (including its 
information systems, programs, and operations), the Federal Government, 
or national security; (3) and 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.
    (7) 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 
a 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.
    (8) 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.
    (9) 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.
    (10) 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 records.

POLICIES AND PRACTICES FOR RETRIEVAL OF RECORDS:
    Individual name, email address, User ID, phone number.

POLICIES AND PRACTICIES FOR RETENTION AND DISPOSAL OF RECORDS:
    GRS 5.2, item 10, Transitory records. The system's Disposition 
Instructions: Temporary. Destroy when no longer needed for business 
use, or according to agency predetermined period or business rule. 
Disposition Authority is: DAA-GRS-2017-0003-0001.

ADMINISTRATIVE, TECHNICAL, AND PHYSICAL SAFEGUARDS:
    One Stop Customer Service (OSCS) system implements on Salesforce 
Service Cloud on the Government Cloud Plus, which is a FedRamp approved 
platform. The Salesforce Government Cloud Plus was granted a 
Provisional Authority to Operate (P-ATO) by the FedRAMP Joint 
Authorization Board (JAB) for both Software as a Service (SaaS) and 
Platform as a Service (PaaS), consistent with the FedRAMP High control 
baseline. Testing was performed by an independent, third-party 
assessment organization (3PAO).
    To obtain compliance with FedRAMP, Salesforce conducted security 
assessment and authorization activities in accordance with FedRAMP 
guidance and NIST SP 800-37. As part of this process Salesforce 
documented a System Security Plan (SSP) for the Salesforce Government 
Cloud Plus service offering. The SSP is developed in accordance with 
NIST SP 800-18. The SSP identifies control implementations for the 
Salesforce Government Cloud Plus and in-scope customer facing products 
according to the FedRAMP High baseline. A security assessment of the 
information system was conducted by a 3PAO in accordance with FedRAMP 
High requirements. The security assessment testing determined the 
adequacy of the management, operational, and technical

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security controls used to protect the confidentiality, integrity, and 
availability of Salesforce's Government Cloud Plus service offering and 
the Customer Data it stores, transmits and processes.
    To maintain compliance with FedRAMP, Salesforce conducts continuous 
monitoring, which includes ongoing technical vulnerability detection, 
remediation of open compliance related findings, and at least annual 
independent assessment of security controls by a 3PAO.
    Safeguards for unauthorized access to records is protected through 
role-based security for authorized users to have access only to the 
data to do their job they need as well as authentication into the 
system goes through HUD Active Directory Single Sign On to ensure 
proper identification of authorizing user. All server, security, 
storage, backup, and infrastructure equipment are monitored, restricted 
to only those with a need-to-have system access, including being 
secured by administrative password and authentication methods. Records 
in the system are electronic and stored on the FEDRAMP Salesforce 
Government Cloud. Only authorized users OSCS employees, contractors and 
have access to the records through the Salesforce SAAS web application 
and customers only have access to their data via Salesforce web portal. 
HUD's information technology partners in the Office of the Chief 
Information Officer (OCIO), Salesforce maintain the backups files of 
OSCS. Records are stored on secure servers administered by Salesforce. 
User's access, updates access, read-only access, and approval access 
based on the user's role and security access level. Further, all 
systems users must agree to abide by all HUD policies and federal laws 
and regulations.

RECORD ACCESS PROCEDURES:
    Individuals requesting records of themselves should address written 
inquiries to the Department of Housing and Urban 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 and 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:
    N/A.

LaDonne White,
Chief Privacy Officer, Office of Administration.
[FR Doc. 2023-14789 Filed 7-11-23; 8:45 am]
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